From cubic at acronis.ru Sat May 1 09:21:52 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 01 May 2004 17:21:52 +0400 Subject: [rt-users] Performance and responsetime in RT 3.0.10 In-Reply-To: References: Message-ID: <4093A470.6040000@acronis.ru> Where you should start from. 1) ML Archives. 2) MasonX::Profiler 3) DB query log. Especialy long queries 4) Apache::DProf 5) Turn on Apache::Status before mason has loaded. Mason options also should be set before Mason itself. Good luck. Ruslan. Hilde Therese Lauvset wrote: > > > > > ------------------------------------------------------------------------ > > *Fra:* Hilde Therese Lauvset > *Sendt:* 30. april 2004 14:07 > *Til:* 'rt-users at bestpractical.com' > *Emne:* Performance and responsetime in RT 3.0.10 > > > > Hi, > > > > We think RT?s response time is very low. It take about 6-7 seconds to > load a new page every time. I was wondering if anybody has the same > response time; better or worse. I have tried to do some research on how > to better the performance and has done a few changes, but with no luck. > > > > Is there an idea to use indexing in the mysql database? Or isn?t the > database a problem at all? > > > > If anyone has an idea of what we can do, so please give us a hint. > > > > > > Here are our settings: > > > > Machine: 2 CPU with 1 GHz and 1 GB RAM > > > > RT-3.0.10 > > Apache 2.0 > > Fastcgi 2.4.2 > > Mysql 4 > > -------------------------------------------------------- > > httpd.conf: > > > > LoadModule fastcgi_module modules/mod_fastcgi.so > > AddHandler fastcgi-script fcgi > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > > > > > > NameVirtualHost xxx.xxx.x.x:80 > > > > > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > ServerName blabla > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > > > > > > > > > > > # hack to fix graphics with fastcgi > > NameVirtualHost xxx.xxx.x.x:81 > > > > > > DocumentRoot /opt/rt3/share/html/NoAuth/images > > > > > > > > > > PerlSetVar MasonCodeCacheMaxSize 20000000 > > PerlSetVar MasonStaticSource 1 > > > > If you find something strange in my httpd.conf file please tell me J > > > > Hilde Therese > > > > > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From slyphon at divmod.com Sat May 1 19:09:10 2004 From: slyphon at divmod.com (Jonathan Simms) Date: Sat, 01 May 2004 19:09:10 -0400 Subject: [rt-users] disappearing relationships Message-ID: <40942E16.3020003@divmod.com> Hello, We've been running request tracker for several months with no major = issues. Recently it seems that our relationships have all disappeared. = When i go into postgres and do select * from links, there are plenty of = entries, but when viewed through the webui, none of our tickets display = their relationships. We are running debian unstable, RT version 3.0.10, postgresql 7.4.2, and = apache2 2.0.49-1. Can someone please help me figure out what is going wrong? I don't know = perl, I do know some SQL, but I'm pretty much stumped. Thanks, Jonathan Simms From girgen at pingpong.net Sun May 2 07:26:27 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Sun, 02 May 2004 13:26:27 +0200 Subject: [rt-users] Performance and responsetime in RT 3.0.10 Message-ID: <38840000.1083497187@palle.girgensohn.se> Hi, We have terrible response times, at least 6-7 seconds, often more, sometimes enough to make fastcgi give up (max time set to 30 s). Please note that this is *not* mainly a problem with the database, it is more or less *only* perl that uses the CPU. My guess is you will get the same results if you check using e.g. top. I just checked logging in to our RT, and the after hitting the login button with my credentials typed in, it took approx 25 seconds to load the "Home" page. Hitting "Home" again loads the page in about 6-7 seconds, since things are cached in the session, I guess... Anyway, checking the database log, of the 25 seconds spent only 3.5 s where spent running database queries. Top shows about 15% load on postgresql and 100% load on perl (2 CPUs, remember). Nothing else loads the machine. We don't have a very fancy machine, which might explain the slowness to a certain degree. Two 450 MHz P3s. One thing about the postgresql queries is bad, there's a mail thread about this a while back, but I believe it is postgresql specific - the SearchBuilder uses lower() on IDs, so indices are not used. Still only 10-15 % of the time is spent in the database, so there is something else, something in the perl code. I've had this discussion a few times before on the list, but I'm not sure there is any way to fix this? Perhaps it is just the design of RT? Hopefully throwing faster hardware at RT will help, but it is a pity. I have FreeBSD 4.9, Postgresql-7.4.2, Perl 5.8.3, RT 3.0.10 /Palle --On fredag, april 30, 2004 14.13.32 +0200 Hilde Therese Lauvset wrote: > > > > > _____ > > Fra: Hilde Therese Lauvset > Sendt: 30. april 2004 14:07 > Til: 'rt-users at bestpractical.com' > Emne: Performance and responsetime in RT 3.0.10 > > > > Hi, > > > > We think RT's response time is very low. It take about 6-7 seconds to > load a new page every time. I was wondering if anybody has the same > response time; better or worse. I have tried to do some research on how > to better the performance and has done a few changes, but with no luck. > > > > Is there an idea to use indexing in the mysql database? Or isn't the > database a problem at all? > > > > If anyone has an idea of what we can do, so please give us a hint. > > > > > > Here are our settings: > > > > Machine: 2 CPU with 1 GHz and 1 GB RAM > > > > RT-3.0.10 > > Apache 2.0 > > Fastcgi 2.4.2 > > Mysql 4 > > -------------------------------------------------------- > > httpd.conf: > > > > LoadModule fastcgi_module modules/mod_fastcgi.so > > AddHandler fastcgi-script fcgi > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > > > > > > NameVirtualHost xxx.xxx.x.x:80 > > > > > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > ServerName blabla > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > > > > > > > > > > ># hack to fix graphics with fastcgi > > NameVirtualHost xxx.xxx.x.x:81 > > > > > > DocumentRoot /opt/rt3/share/html/NoAuth/images > > > > > > > > > > PerlSetVar MasonCodeCacheMaxSize 20000000 > > PerlSetVar MasonStaticSource 1 > > > > If you find something strange in my httpd.conf file please tell me :-) > > > > Hilde Therese > > > > > > > > > From cubic at acronis.ru Sun May 2 08:30:24 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sun, 02 May 2004 16:30:24 +0400 Subject: [rt-users] Performance and responsetime in RT 3.0.10 In-Reply-To: <38840000.1083497187@palle.girgensohn.se> References: <38840000.1083497187@palle.girgensohn.se> Message-ID: <4094E9E0.6060001@acronis.ru> Preface: I run RT at home for tests on Duron600 with 196MB memory on A1/mp1/mysql4.0.x with >3GB DB 40k tickets, 15k users... and home page doesn't take much time to load about 3sec no more. Palle Girgensohn wrote: > Hi, > > We have terrible response times, at least 6-7 seconds, often more, > sometimes enough to make fastcgi give up (max time set to 30 s). I have no experience with FCGI :( > > Please note that this is *not* mainly a problem with the database, it is > more or less *only* perl that uses the CPU. My guess is you will get the > same results if you check using e.g. top. I just checked logging in to > our RT, and the after hitting the login button with my credentials typed > in, it took approx 25 seconds to load the "Home" page. Hitting "Home" > again loads the page in about 6-7 seconds, since things are cached in > the session, I guess... Anyway, checking the database log, of the 25 > seconds spent only 3.5 s where spent running database queries. Top shows > about 15% load on postgresql and 100% load on perl (2 CPUs, remember). > Nothing else loads the machine. `top` isn't good method to analize perfomance and it doesn't show real situation. Could you send full DB report for one request to home page? Did you try MasonX::Profiler, RT_Config: # @MasonParameters is the list of parameters for the constructor of # HTML::Mason's Apache or CGI Handler. This is normally only useful # for debugging, eg. profiling individual components with # (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); @MasonParameters = () unless (@MasonParameters); > > We don't have a very fancy machine, which might explain the slowness to > a certain degree. Two 450 MHz P3s. I wrote test machine specs which run RT for me at home. > > One thing about the postgresql queries is bad, there's a mail thread > about this a while back, but I believe it is postgresql specific - the > SearchBuilder uses lower() on IDs, so indices are not used. Still only > 10-15 % of the time is spent in the database, so there is something > else, something in the perl code. Does DBIx::SB use 'lower' for you? May be ILIKE, because this fix to SB only in latest SVN and not in 0.99v as I remember. In Pg you can create index on lower(column). iirc Pg schema on RT SVN allready modified. > > I've had this discussion a few times before on the list, but I'm not > sure there is any way to fix this? Perhaps it is just the design of RT? > Hopefully throwing faster hardware at RT will help, but it is a pity. > > I have FreeBSD 4.9, Postgresql-7.4.2, Perl 5.8.3, RT 3.0.10 > > /Palle > > --On fredag, april 30, 2004 14.13.32 +0200 Hilde Therese Lauvset > wrote: > >> >> >> >> >> _____ >> >> Fra: Hilde Therese Lauvset >> Sendt: 30. april 2004 14:07 >> Til: 'rt-users at bestpractical.com' >> Emne: Performance and responsetime in RT 3.0.10 >> >> >> >> Hi, >> >> >> >> We think RT's response time is very low. It take about 6-7 seconds to >> load a new page every time. I was wondering if anybody has the same >> response time; better or worse. I have tried to do some research on how >> to better the performance and has done a few changes, but with no luck. >> >> >> >> Is there an idea to use indexing in the mysql database? Or isn't the >> database a problem at all? >> >> >> >> If anyone has an idea of what we can do, so please give us a hint. >> >> >> >> >> >> Here are our settings: >> >> >> >> Machine: 2 CPU with 1 GHz and 1 GB RAM >> >> >> >> RT-3.0.10 >> >> Apache 2.0 >> >> Fastcgi 2.4.2 >> >> Mysql 4 >> >> -------------------------------------------------------- >> >> httpd.conf: >> >> >> >> LoadModule fastcgi_module modules/mod_fastcgi.so >> >> AddHandler fastcgi-script fcgi >> >> FastCgiServer /opt/rt3/bin/mason_handler.fcgi >> >> >> >> >> >> NameVirtualHost xxx.xxx.x.x:80 >> >> >> >> >> >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >> >> ServerName blabla >> >> DocumentRoot /opt/rt3/share/html >> >> AddDefaultCharset UTF-8 >> >> >> >> >> >> >> >> >> >> >> >> # hack to fix graphics with fastcgi >> >> NameVirtualHost xxx.xxx.x.x:81 >> >> >> >> >> >> DocumentRoot /opt/rt3/share/html/NoAuth/images >> >> >> >> >> >> >> >> >> >> PerlSetVar MasonCodeCacheMaxSize 20000000 >> >> PerlSetVar MasonStaticSource 1 >> >> >> >> If you find something strange in my httpd.conf file please tell me :-) >> >> >> >> Hilde Therese >> >> >> >> >> >> >> >> >> > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and > Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From mike at thecedars.org.uk Sun May 2 09:38:18 2004 From: mike at thecedars.org.uk (Mike Dent) Date: Sun, 2 May 2004 14:38:18 +0100 Subject: [rt-users] Best Linux distro for RT? Message-ID: Hi, I've been battling trying to get RT3 and RT2 installed on a Redhat 9.0 box, however I've soon realised I need to update several other components to get it working. I cant really do this as I will break other stuff. So I think it is time to dedicate another box to the task. Q. Which is the best linux distro to install RT 3x on, with least work? Thanks Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From jalgermissen at topicmapping.com Sun May 2 10:12:21 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Sun, 02 May 2004 16:12:21 +0200 Subject: [rt-users] Best Linux distro for RT? References: Message-ID: <409501C5.A76A9410@topicmapping.com> > Mike Dent wrote: > > Hi, > I've been battling trying to get RT3 and RT2 installed on a Redhat 9.0 box, however I've > soon realised I need to update several other components to get > > it working. I cant really do this as I will break other stuff. > > So I think it is time to dedicate another box to the task. > > Q. Which is the best linux distro to install RT 3x on, with least work? I have had no problems with SuSE 9.0. Everything was just fine. Except in one installation I did I think I had to upgrade the pre-installed DBI Perl module, but that's it. Isn't the only possibly problematic requirement to have Perl >= 5.8? Can you describe what your problem is? Jan > > Thanks > > Mike > > -------------------------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring > and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From mike at thecedars.org.uk Sun May 2 10:48:18 2004 From: mike at thecedars.org.uk (Mike Dent) Date: Sun, 2 May 2004 15:48:18 +0100 Subject: [rt-users] Best linux distro, more info. Message-ID: Hi again, When I check for missing dependancies it does not look as bad as I first thought: perl sbin/rt-test-dependencies --with-myself --with-modperl1 |grep MISSING Apache::Request ...MISSING So I try to do a perl -MCPAN -e 'install Apache::Request' and it tells me mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29. BEGIN failed--compilation aborted at Makefile.PL line 31. It seems my RH 9 box has (rpm -qa |grep mod_perl) mod_perl-1.99_07-5 on. CPAN tries to install libapreq 1.3. So I tried the latest libapreq2-2.02-dev perl Makefile.PL --with-apache2-apxs=/usr/sbin/apxs This complains that my apache is not new enough?: apxs:Error: Invalid query string `APR_BINDIR'. apxs:Error: Invalid query string `APU_BINDIR'. build/version_check.pl failed: apache2 version 2.0.40 unsupported (2.0.46 or greater is required). configure: error: Bad apache2 version So, do I upgrade apache or downgrade mod_perl? I cant alter too much stuff as this box does a lot of other things. Is there an easy solution to this? Thanks Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From pjsm at fct.unl.pt Sun May 2 10:54:04 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Sun, 2 May 2004 15:54:04 +0100 (WEST) Subject: [rt-users] Best linux distro, more info. In-Reply-To: References: Message-ID: On Sun, 2 May 2004, Mike Dent wrote: mike> When I check for missing dependancies it does not look as bad as I first mike> thought: mike> mike> perl sbin/rt-test-dependencies --with-myself --with-modperl1 |grep mike> MISSING mike> Apache::Request ...MISSING RH9 has mod_perl2 (even if it shows up as 1.99, this was a mod_perl devel decision, ref: http://perl.apache.org). so you should do: perl sbin/rt-test-dependencies --with-mysql --with-modperl2 -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From cubic at acronis.ru Sun May 2 11:18:16 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sun, 02 May 2004 19:18:16 +0400 Subject: [rt-users] Best linux distro, more info. In-Reply-To: References: Message-ID: <40951138.5010609@acronis.ru> I don't recommend RT on RH9, because it's not supported more: Advisories for other currently supported products Red Hat Linux 9 (Shrike) End of life April 30, 2004 If you don't want bother yourself and community with mp2 problems then you don't want mp2 from RH9 RPMs, but FastCGI or mp1(no fresh RPMs) or mp2 from CVS. There is also no mysql4 only 3.x in RH9. I reviewed all posts that I could find about "best distro" in my archives and write it in wiki FAQ: http://wiki.bestpractical.com/index.cgi?FAQ PS: I ran RT on RH9 based distro :) Installation was pain Mike Dent wrote: > Hi again, > > When I check for missing dependancies it does not look as bad as I first > thought: > > perl sbin/rt-test-dependencies --with-myself --with-modperl1 |grep MISSING > Apache::Request ...MISSING > > So I try to do a perl -MCPAN -e 'install Apache::Request' and it tells me > mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29. > BEGIN failed--compilation aborted at Makefile.PL line 31. > > It seems my RH 9 box has (rpm -qa |grep mod_perl) mod_perl-1.99_07-5 on. > > CPAN tries to install libapreq 1.3. So I tried the latest > libapreq2-2.02-dev > perl Makefile.PL --with-apache2-apxs=/usr/sbin/apxs > > This complains that my apache is not new enough?: > > apxs:Error: Invalid query string `APR_BINDIR'. > apxs:Error: Invalid query string `APU_BINDIR'. > build/version_check.pl failed: apache2 version 2.0.40 unsupported > (2.0.46 or greater is required). > configure: error: Bad apache2 version > > So, do I upgrade apache or downgrade mod_perl? I cant alter too much > stuff as this box does a lot of other things. Is there an easy solution > to this? > > Thanks > > Mike > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From rt at northpb.com Sun May 2 11:54:20 2004 From: rt at northpb.com (Dan O'Neill) Date: Sun, 2 May 2004 08:54:20 -0700 (PDT) Subject: [rt-users] Performance and responsetime in RT 3.0.10 In-Reply-To: <38840000.1083497187@palle.girgensohn.se> Message-ID: I found solutions to the performance problems we were having with RT, read on if your interested. First, configuration info: 2x1GHz processor 1GB ram Redhat Fedora Core 1 RT 3.0.10 Postgresql 7.3.4 Symptoms: A single httpd process would eat 99% of available CPU The Postgres postmaster daemon might use .5% Ticket display could take as much as 15 to 20 seconds when moving through a list of tickets. Solutions: Increase shared memory sizes and allocate more shared memory to postgresql. Ensure that maxrequests per child for Apache are set to something low. Results: Apache processes run at 66% to 90% for brief periods and the postgresql postmaster process will be seen using 3% to 20%. Page loads are less than 3 seconds on most occasions. Details: Shared memory increases at the OS level: 1. Edit /etc/sysctl.conf to adjust shared memory sizes Here is what is at the bottom of my /etc/sysctl.conf file #for postgres, its shared memory tweaks #kernel.shmmax=2147483648 kernel.shmmax=536870912 kernel.shmmni=4096 kernel.shmall=2097152 2. Execute "/sbin/sysctl -p" to re-read the parameters file. Shared memory increases in the postgresql configuration: 3. Edit the postgresql.conf file in /var/lib/psql/data and change shared_buffers to: shared_buffers = 6004 4. You may also want to bump up the amount of memory allocated to sorting by changing sort_mem to: sort_mem = 8096 5. Stop Apache 6. Stop Postgres 7. Restart Postgres Apache performance tuning: 8. Edit /etc/httpd.conf and change MaxRequestsPerChild to: MaxRequestsPerChild 100 9. Start Apache These changes resolved most of our performance issues. Once in a while there continue to be episodes of slow response time, but on the whole its a great deal better. A friend has also implemented these changes on an OpenBSD system with similar good results. The original suggestion came from Arnold Cavazos, Jr. who participates in this list. Remember, this solution is specific to problem encountered with the configuration listed a the top. This is not to say that such changes might improve a mysql or Oracle based installation, but that it isn't tested. What this experience reminded me of is that RT is a database intensive application. Database servers almost always require customizations at the operating system level to get the maximum possible performance out of the hardware. Let the rest of the list know if these suggestions improve your RT installations performance. Regards, dano From girgen at pingpong.net Sun May 2 12:47:09 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Sun, 02 May 2004 18:47:09 +0200 Subject: [rt-users] Performance and responsetime in RT 3.0.10 In-Reply-To: <4094E9E0.6060001@acronis.ru> References: <38840000.1083497187@palle.girgensohn.se> <4094E9E0.6060001@acronis.ru> Message-ID: <12170000.1083516429@palle.girgensohn.se> --On s?ndag, maj 02, 2004 16.30.24 +0400 "Ruslan U. Zakirov" wrote: > Preface: > I run RT at home for tests on Duron600 with 196MB memory on > A1/mp1/mysql4.0.x with >3GB DB 40k tickets, 15k users... > and home page doesn't take much time to load about 3sec no more. > > Palle Girgensohn wrote: >> Hi, >> >> We have terrible response times, at least 6-7 seconds, often more, >> sometimes enough to make fastcgi give up (max time set to 30 s). > I have no experience with FCGI :( I run Apache, and since each process snatched > 70 megs when running with mmod_perl, 10 apache processes soon ate 900 megs of RAM, the machine has about 800 MB, so it became very slow. Hence, I switched to fastcgi and just run one process for now. This was a major speedup. >> Please note that this is *not* mainly a problem with the database, it is >> more or less *only* perl that uses the CPU. My guess is you will get the >> same results if you check using e.g. top. I just checked logging in to >> our RT, and the after hitting the login button with my credentials typed >> in, it took approx 25 seconds to load the "Home" page. Hitting "Home" >> again loads the page in about 6-7 seconds, since things are cached in >> the session, I guess... Anyway, checking the database log, of the 25 >> seconds spent only 3.5 s where spent running database queries. Top shows >> about 15% load on postgresql and 100% load on perl (2 CPUs, remember). >> Nothing else loads the machine. > `top` isn't good method to analize perfomance and it doesn't show real > situation. That it quite true, but for procs running for some time, it does give you a good clue, esp on FreeBSD where it does not eat cycles the way I've seen on some other systems. > Could you send full DB report for one request to home page? enclosed is all db queries with milliseconds duration, sorted on duration. Total sum at the bottom. In "Comma Separated Values" format. > Did you try MasonX::Profiler, RT_Config: Nope, but I could. What kind of parameters would I use? ># @MasonParameters is the list of parameters for the constructor of ># HTML::Mason's Apache or CGI Handler. This is normally only useful ># for debugging, eg. profiling individual components with ># (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); > @MasonParameters = () unless (@MasonParameters); > > >> >> We don't have a very fancy machine, which might explain the slowness to >> a certain degree. Two 450 MHz P3s. > I wrote test machine specs which run RT for me at home. > >> >> One thing about the postgresql queries is bad, there's a mail thread >> about this a while back, but I believe it is postgresql specific - the >> SearchBuilder uses lower() on IDs, so indices are not used. Still only >> 10-15 % of the time is spent in the database, so there is something >> else, something in the perl code. > Does DBIx::SB use 'lower' for you? May be ILIKE, because this fix to SB > only in latest SVN and not in 0.99v as I remember. > In Pg you can create index on lower(column). iirc Pg schema on RT SVN > allready modified. Main point is that there is a bug where it wants to use ILIKE for primary key and ID:s, and this is not very clever. Jesse admitted that this was wrong, but I have no idea how to fix it. It bumps queries from 10 ms to 30 ms, it is not really a big deal. /Palle >> I've had this discussion a few times before on the list, but I'm not >> sure there is any way to fix this? Perhaps it is just the design of RT? >> Hopefully throwing faster hardware at RT will help, but it is a pity. >> >> I have FreeBSD 4.9, Postgresql-7.4.2, Perl 5.8.3, RT 3.0.10 >> >> /Palle >> >> --On fredag, april 30, 2004 14.13.32 +0200 Hilde Therese Lauvset >> wrote: >> >>> >>> >>> >>> >>> _____ >>> >>> Fra: Hilde Therese Lauvset >>> Sendt: 30. april 2004 14:07 >>> Til: 'rt-users at bestpractical.com' >>> Emne: Performance and responsetime in RT 3.0.10 >>> >>> >>> >>> Hi, >>> >>> >>> >>> We think RT's response time is very low. It take about 6-7 seconds to >>> load a new page every time. I was wondering if anybody has the same >>> response time; better or worse. I have tried to do some research on how >>> to better the performance and has done a few changes, but with no luck. >>> >>> >>> >>> Is there an idea to use indexing in the mysql database? Or isn't the >>> database a problem at all? >>> >>> >>> >>> If anyone has an idea of what we can do, so please give us a hint. >>> >>> >>> >>> >>> >>> Here are our settings: >>> >>> >>> >>> Machine: 2 CPU with 1 GHz and 1 GB RAM >>> >>> >>> >>> RT-3.0.10 >>> >>> Apache 2.0 >>> >>> Fastcgi 2.4.2 >>> >>> Mysql 4 >>> >>> -------------------------------------------------------- >>> >>> httpd.conf: >>> >>> >>> >>> LoadModule fastcgi_module modules/mod_fastcgi.so >>> >>> AddHandler fastcgi-script fcgi >>> >>> FastCgiServer /opt/rt3/bin/mason_handler.fcgi >>> >>> >>> >>> >>> >>> NameVirtualHost xxx.xxx.x.x:80 >>> >>> >>> >>> >>> >>> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >>> >>> ServerName blabla >>> >>> DocumentRoot /opt/rt3/share/html >>> >>> AddDefaultCharset UTF-8 >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> # hack to fix graphics with fastcgi >>> >>> NameVirtualHost xxx.xxx.x.x:81 >>> >>> >>> >>> >>> >>> DocumentRoot /opt/rt3/share/html/NoAuth/images >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> PerlSetVar MasonCodeCacheMaxSize 20000000 >>> >>> PerlSetVar MasonStaticSource 1 >>> >>> >>> >>> If you find something strange in my httpd.conf file please tell me :-) >>> >>> >>> >>> Hilde Therese >>> >>> >>> >>> >>> >>> >>> >>> >>> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Developer and Administrator training is coming to LA, DC and >> Frankfurt this spring and summer. >> http://bestpractical.com/services/training.html >> >> Sign up early, as class space is limited. -------------- next part -------------- A non-text attachment was scrubbed... Name: rt.csv.gz Type: application/octet-stream Size: 3709 bytes Desc: not available URL: From cubic at acronis.ru Sun May 2 13:27:14 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sun, 02 May 2004 21:27:14 +0400 Subject: [rt-users] Performance and responsetime in RT 3.0.10 In-Reply-To: <12170000.1083516429@palle.girgensohn.se> References: <38840000.1083497187@palle.girgensohn.se> <4094E9E0.6060001@acronis.ru> <12170000.1083516429@palle.girgensohn.se> Message-ID: <40952F72.6020503@acronis.ru> Palle Girgensohn wrote: > --On s?ndag, maj 02, 2004 16.30.24 +0400 "Ruslan U. Zakirov" > wrote: > >> Preface: >> I run RT at home for tests on Duron600 with 196MB memory on >> A1/mp1/mysql4.0.x with >3GB DB 40k tickets, 15k users... >> and home page doesn't take much time to load about 3sec no more. >> >> Palle Girgensohn wrote: >> >>> Hi, >>> >>> We have terrible response times, at least 6-7 seconds, often more, >>> sometimes enough to make fastcgi give up (max time set to 30 s). >> >> I have no experience with FCGI :( > > > I run Apache, and since each process snatched > 70 megs when running > with mmod_perl, 10 apache processes soon ate 900 megs of RAM, the > machine has about 800 MB, so it became very slow. Hence, I switched to > fastcgi and just run one process for now. This was a major speedup. '>70megs' - it's very strange for me, our apache/mp is only 25-30 meg and only under some conditions one process can be 200 and more. > > >>> Please note that this is *not* mainly a problem with the database, it is >>> more or less *only* perl that uses the CPU. My guess is you will get the >>> same results if you check using e.g. top. I just checked logging in to >>> our RT, and the after hitting the login button with my credentials typed >>> in, it took approx 25 seconds to load the "Home" page. Hitting "Home" >>> again loads the page in about 6-7 seconds, since things are cached in >>> the session, I guess... Anyway, checking the database log, of the 25 >>> seconds spent only 3.5 s where spent running database queries. Top shows >>> about 15% load on postgresql and 100% load on perl (2 CPUs, remember). >>> Nothing else loads the machine. >> >> `top` isn't good method to analize perfomance and it doesn't show real >> situation. > > > That it quite true, but for procs running for some time, it does give > you a good clue, esp on FreeBSD where it does not eat cycles the way > I've seen on some other systems. Did you read report about similar conditions under linux from Dan O'Neill? Situation can be same IMHO. > >> Could you send full DB report for one request to home page? > > > enclosed is all db queries with milliseconds duration, sorted on > duration. Total sum at the bottom. In "Comma Separated Values" format. > >> Did you try MasonX::Profiler, RT_Config: > > > Nope, but I could. What kind of parameters would I use? @MasonParameters=(preamble=>'my $p = MasonX::Profiler->new($m,$r);'); and you should install MasonX::Profiler module. It'll give more info about where RT spins more while request. > >> # @MasonParameters is the list of parameters for the constructor of >> # HTML::Mason's Apache or CGI Handler. This is normally only useful >> # for debugging, eg. profiling individual components with >> # (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); >> @MasonParameters = () unless (@MasonParameters); >> >> >>> >>> We don't have a very fancy machine, which might explain the slowness to >>> a certain degree. Two 450 MHz P3s. >> >> I wrote test machine specs which run RT for me at home. >> >>> >>> One thing about the postgresql queries is bad, there's a mail thread >>> about this a while back, but I believe it is postgresql specific - the >>> SearchBuilder uses lower() on IDs, so indices are not used. Still only >>> 10-15 % of the time is spent in the database, so there is something >>> else, something in the perl code. >> >> Does DBIx::SB use 'lower' for you? May be ILIKE, because this fix to SB >> only in latest SVN and not in 0.99v as I remember. >> In Pg you can create index on lower(column). iirc Pg schema on RT SVN >> allready modified. > > > Main point is that there is a bug where it wants to use ILIKE for > primary key and ID:s, and this is not very clever. Jesse admitted that > this was wrong, but I have no idea how to fix it. It bumps queries from > 10 ms to 30 ms, it is not really a big deal. This should be fixed in DBIx::SB, but it's not so easy. DBIx::SB doesn't know anything about field types so can't make decision where use ILIKE/LOWER and where not to make query case insensetive. Pg doesn't optimize ILIKE or LOWER too if field is numeric. > > /Palle > > > > >>> I've had this discussion a few times before on the list, but I'm not >>> sure there is any way to fix this? Perhaps it is just the design of RT? >>> Hopefully throwing faster hardware at RT will help, but it is a pity. >>> >>> I have FreeBSD 4.9, Postgresql-7.4.2, Perl 5.8.3, RT 3.0.10 >>> >>> /Palle >>> >>> --On fredag, april 30, 2004 14.13.32 +0200 Hilde Therese Lauvset >>> wrote: >>> >>>> >>>> >>>> >>>> >>>> _____ >>>> >>>> Fra: Hilde Therese Lauvset >>>> Sendt: 30. april 2004 14:07 >>>> Til: 'rt-users at bestpractical.com' >>>> Emne: Performance and responsetime in RT 3.0.10 >>>> >>>> >>>> >>>> Hi, >>>> >>>> >>>> >>>> We think RT's response time is very low. It take about 6-7 seconds to >>>> load a new page every time. I was wondering if anybody has the same >>>> response time; better or worse. I have tried to do some research on how >>>> to better the performance and has done a few changes, but with no luck. >>>> >>>> >>>> >>>> Is there an idea to use indexing in the mysql database? Or isn't the >>>> database a problem at all? >>>> >>>> >>>> >>>> If anyone has an idea of what we can do, so please give us a hint. >>>> >>>> >>>> >>>> >>>> >>>> Here are our settings: >>>> >>>> >>>> >>>> Machine: 2 CPU with 1 GHz and 1 GB RAM >>>> >>>> >>>> >>>> RT-3.0.10 >>>> >>>> Apache 2.0 >>>> >>>> Fastcgi 2.4.2 >>>> >>>> Mysql 4 >>>> >>>> -------------------------------------------------------- >>>> >>>> httpd.conf: >>>> >>>> >>>> >>>> LoadModule fastcgi_module modules/mod_fastcgi.so >>>> >>>> AddHandler fastcgi-script fcgi >>>> >>>> FastCgiServer /opt/rt3/bin/mason_handler.fcgi >>>> >>>> >>>> >>>> >>>> >>>> NameVirtualHost xxx.xxx.x.x:80 >>>> >>>> >>>> >>>> >>>> >>>> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >>>> >>>> ServerName blabla >>>> >>>> DocumentRoot /opt/rt3/share/html >>>> >>>> AddDefaultCharset UTF-8 >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> # hack to fix graphics with fastcgi >>>> >>>> NameVirtualHost xxx.xxx.x.x:81 >>>> >>>> >>>> >>>> >>>> >>>> DocumentRoot /opt/rt3/share/html/NoAuth/images >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> PerlSetVar MasonCodeCacheMaxSize 20000000 >>>> >>>> PerlSetVar MasonStaticSource 1 >>>> >>>> >>>> >>>> If you find something strange in my httpd.conf file please tell me :-) >>>> >>>> >>>> >>>> Hilde Therese >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>>> >>> >>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> RT Developer and Administrator training is coming to LA, DC and >>> Frankfurt this spring and summer. >>> http://bestpractical.com/services/training.html >>> >>> Sign up early, as class space is limited. > > > > From jesse at bestpractical.com Sun May 2 14:23:24 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 2 May 2004 14:23:24 -0400 Subject: [rt-users] Performance and responsetime in RT 3.0.10 In-Reply-To: <40952F72.6020503@acronis.ru> References: <38840000.1083497187@palle.girgensohn.se> <4094E9E0.6060001@acronis.ru> <12170000.1083516429@palle.girgensohn.se> <40952F72.6020503@acronis.ru> Message-ID: <20040502182324.GH25274@pallas.eruditorum.org> > >Main point is that there is a bug where it wants to use ILIKE for > >primary key and ID:s, and this is not very clever. Jesse admitted that > >this was wrong, but I have no idea how to fix it. It bumps queries from > >10 ms to 30 ms, it is not really a big deal. > This should be fixed in DBIx::SB, but it's not so easy. DBIx::SB doesn't > know anything about field types so can't make decision where use > ILIKE/LOWER and where not to make query case insensetive. Pg doesn't > optimize ILIKE or LOWER too if field is numeric. FWIW, I believe that RT does much better with not trying to "lower" id or other numeric columns in 3.1. It's not perfect yet, but it's better. -- From jesse at bestpractical.com Sun May 2 16:26:28 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 2 May 2004 16:26:28 -0400 Subject: [rt-users] Performance issues with reply In-Reply-To: <20040422194354.GG9319@hubris.net> References: <20040422194354.GG9319@hubris.net> Message-ID: <20040502202628.GJ25274@pallas.eruditorum.org> > The action that seems to have the greatest delay is when replying to a > ticket. I enabled MasonX::Profiler to find where in the building of > the reply page the delay is occurring. It is pretty obvious that the > bulk of the delay is in /Elements/SelectOwner, which takes 7-8 seconds > to complete. You don't say whether you're using MySQL or Postgres. But 3.0.11 includes a pretty serious performance fix for Elements/SelectOwner. I bet that will solve your problem. -- From girgen at pingpong.net Sun May 2 17:57:48 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Sun, 02 May 2004 23:57:48 +0200 Subject: [rt-users] Performance and responsetime in RT 3.0.10 In-Reply-To: <20040502182324.GH25274@pallas.eruditorum.org> References: <38840000.1083497187@palle.girgensohn.se> <4094E9E0.6060001@acronis.ru> <12170000.1083516429@palle.girgensohn.se> <40952F72.6020503@acronis.ru> <20040502182324.GH25274@pallas.eruditorum.org> Message-ID: <3020000.1083535068@palle.girgensohn.se> --On s?ndag, maj 02, 2004 14.23.24 -0400 Jesse Vincent wrote: >> > Main point is that there is a bug where it wants to use ILIKE for >> > primary key and ID:s, and this is not very clever. Jesse admitted that >> > this was wrong, but I have no idea how to fix it. It bumps queries >> > from 10 ms to 30 ms, it is not really a big deal. >> This should be fixed in DBIx::SB, but it's not so easy. DBIx::SB doesn't >> know anything about field types so can't make decision where use >> ILIKE/LOWER and where not to make query case insensetive. Pg doesn't >> optimize ILIKE or LOWER too if field is numeric. > > FWIW, I believe that RT does much better with not trying to "lower" id > or other numeric columns in 3.1. It's not perfect yet, but it's better. Cool. Looking forward to the release :) Palle From mike at thecedars.org.uk Mon May 3 04:37:21 2004 From: mike at thecedars.org.uk (Mike Dent) Date: Mon, 3 May 2004 09:37:21 +0100 Subject: [rt-users] Best linux distro, more info. Message-ID: Ruslan, Thanks for info. I now have RT working on RH 9 using FastCGI. However my next problem is the mailgate. My system is using qmail. I seem unable to get email in to RT. I was hoping to be able to email say faults at mysystem.com and have the email enter in to the faults queue. I have a .qmail-faults file which has: |/usr/local/bin/rt-mailgate --queue faults --action correspond --url http://mysystem.com/ I dont get a bounce back, nothing. I am unable to see the email in the faults queue? Thanks Mike ________________________________ From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Sun 02/05/2004 16:18 To: Mike Dent Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Best linux distro, more info. I don't recommend RT on RH9, because it's not supported more: Advisories for other currently supported products Red Hat Linux 9 (Shrike) End of life April 30, 2004 If you don't want bother yourself and community with mp2 problems then you don't want mp2 from RH9 RPMs, but FastCGI or mp1(no fresh RPMs) or mp2 from CVS. There is also no mysql4 only 3.x in RH9. I reviewed all posts that I could find about "best distro" in my archives and write it in wiki FAQ: http://wiki.bestpractical.com/index.cgi?FAQ PS: I ran RT on RH9 based distro :) Installation was pain Mike Dent wrote: > Hi again, > > When I check for missing dependancies it does not look as bad as I first > thought: > > perl sbin/rt-test-dependencies --with-myself --with-modperl1 |grep MISSING > Apache::Request ...MISSING > > So I try to do a perl -MCPAN -e 'install Apache::Request' and it tells me > mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29. > BEGIN failed--compilation aborted at Makefile.PL line 31. > > It seems my RH 9 box has (rpm -qa |grep mod_perl) mod_perl-1.99_07-5 on. > > CPAN tries to install libapreq 1.3. So I tried the latest > libapreq2-2.02-dev > perl Makefile.PL --with-apache2-apxs=/usr/sbin/apxs > > This complains that my apache is not new enough?: > > apxs:Error: Invalid query string `APR_BINDIR'. > apxs:Error: Invalid query string `APU_BINDIR'. > build/version_check.pl failed: apache2 version 2.0.40 unsupported > (2.0.46 or greater is required). > configure: error: Bad apache2 version > > So, do I upgrade apache or downgrade mod_perl? I cant alter too much > stuff as this box does a lot of other things. Is there an easy solution > to this? > > Thanks > > Mike > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From bronto at tiscali.com Mon May 3 04:59:17 2004 From: bronto at tiscali.com (Marco Marongiu) Date: Mon, 03 May 2004 10:59:17 +0200 Subject: [rt-users] Problem with external authentication Message-ID: <409609E5.5050006@tiscali.com> Hello It's a couple of days that I google-digging the web, looking for a problem I am having, but every time I hit someone that solved the same problem I see that the setup they have is the same as mine, so here I am. I am trying to set up RT 3.0.9 on a GNU/Linux Debian "testing". We already have an LDAP authentication against an Active Directory for the whole site, and I'd like RT to use it, so I set it up for external authentication: In /etc/request-tracker3/RT_SiteConfig.pm I set: # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. Set($WebExternalAuth , 1); Set($WebExternalOnly , 1); # If $WebFallbackToInternalAuth is undefined, the user is allowed a chance # of fallback to the login screen, even if REMOTE_USER failed. Set($WebFallbackToInternalAuth , undef); # $WebExternalAuto will create users under the same name as REMOTE_USER # upon login, if it's missing in the Users table. Set($WebExternalAuto , 1); Besides, I slightly modified Elements/Login on line 44 to show me the REMOTE_USER value, and it shows up correctly: <& /Elements/TitleBoxStart, width=> "40%", titleright => loc("RT [_1]", $RT::VERSION), title => loc("Login [$ENV{REMOTE_USER}]") , Nevertheless, I always get the login window instead of being "logged in" directly. I tried with an already-defined user and with a non-defined one... I read the autohandler trying to make sense of it, without founding the cause of the problem. Surely I am doing something stupid but I can't see what... Any help? Ciao and thanks --bronto From irvine at sanbi.ac.za Mon May 3 05:24:11 2004 From: irvine at sanbi.ac.za (Irvine Short) Date: Mon, 03 May 2004 11:24:11 +0200 Subject: [rt-users] FastCGI setup? In-Reply-To: References: Message-ID: <40960FBB.60309@sanbi.ac.za> Jim Ross wrote: > [Fri Apr 30 03:38:53 2004] [warn] FastCGI: server > "/usr/local/bin/mason_handler.fcgi" (pid 1781) terminated by calling > exit with status '13' > [Fri Apr 30 03:38:55 2004] [warn] FastCGI: server > "/usr/local/bin/mason_handler.fcgi" restarted (pid 1784) > Can't locate /etc/request-tracker3/RT_SiteConfig.pm in @INC (@INC For what it's worth I get exactly the same error with Apache 1.3.29, Perl 5.8.2 and RT 3.09 under FreeBSD 5.2.1 Ideas anyone? Irvine From Hilde.Lauvset at cc.uit.no Mon May 3 05:48:14 2004 From: Hilde.Lauvset at cc.uit.no (Hilde Therese Lauvset) Date: Mon, 3 May 2004 11:48:14 +0200 Subject: SV: [rt-users] Performance and responsetime in RT 3.0.10 Message-ID: Hi, Thanks a lot for the tips. I did the changes you suggested and the performance seems to be better. We run mysql-4 so I increased the key_buffer_size and sort_buffer_size. I haven't done any performance analyses before and after so I have no accurate number to refer to. But there is an increase in performance. ----- Hilde Therese -----Opprinnelig melding----- Fra: Dan O'Neill [mailto:rt at northpb.com] Sendt: 2. mai 2004 17:54 Til: Palle Girgensohn Kopi: Hilde Therese Lauvset; rt-users at lists.bestpractical.com Emne: Re: [rt-users] Performance and responsetime in RT 3.0.10 I found solutions to the performance problems we were having with RT, read on if your interested. First, configuration info: 2x1GHz processor 1GB ram Redhat Fedora Core 1 RT 3.0.10 Postgresql 7.3.4 Symptoms: A single httpd process would eat 99% of available CPU The Postgres postmaster daemon might use .5% Ticket display could take as much as 15 to 20 seconds when moving through a list of tickets. Solutions: Increase shared memory sizes and allocate more shared memory to postgresql. Ensure that maxrequests per child for Apache are set to something low. Results: Apache processes run at 66% to 90% for brief periods and the postgresql postmaster process will be seen using 3% to 20%. Page loads are less than 3 seconds on most occasions. Details: Shared memory increases at the OS level: 1. Edit /etc/sysctl.conf to adjust shared memory sizes Here is what is at the bottom of my /etc/sysctl.conf file #for postgres, its shared memory tweaks #kernel.shmmax=2147483648 kernel.shmmax=536870912 kernel.shmmni=4096 kernel.shmall=2097152 2. Execute "/sbin/sysctl -p" to re-read the parameters file. Shared memory increases in the postgresql configuration: 3. Edit the postgresql.conf file in /var/lib/psql/data and change shared_buffers to: shared_buffers = 6004 4. You may also want to bump up the amount of memory allocated to sorting by changing sort_mem to: sort_mem = 8096 5. Stop Apache 6. Stop Postgres 7. Restart Postgres Apache performance tuning: 8. Edit /etc/httpd.conf and change MaxRequestsPerChild to: MaxRequestsPerChild 100 9. Start Apache These changes resolved most of our performance issues. Once in a while there continue to be episodes of slow response time, but on the whole its a great deal better. A friend has also implemented these changes on an OpenBSD system with similar good results. The original suggestion came from Arnold Cavazos, Jr. who participates in this list. Remember, this solution is specific to problem encountered with the configuration listed a the top. This is not to say that such changes might improve a mysql or Oracle based installation, but that it isn't tested. What this experience reminded me of is that RT is a database intensive application. Database servers almost always require customizations at the operating system level to get the maximum possible performance out of the hardware. Let the rest of the list know if these suggestions improve your RT installations performance. Regards, dano From espenhw at empolis.no Mon May 3 06:05:30 2004 From: espenhw at empolis.no (Espen Wiborg) Date: Mon, 03 May 2004 12:05:30 +0200 Subject: [rt-users] On Correspond Own Ticket In-Reply-To: <159701c42eba$94f8e1f0$fb00a8c0@office.toastedmedia.net> (Sam Stickland's message of "Fri, 30 Apr 2004 14:53:56 +0100") References: <159701c42eba$94f8e1f0$fb00a8c0@office.toastedmedia.net> Message-ID: "Sam Stickland" writes: > In RT there is currently a "On Correspond Open Tickets with template > Blank" scrip. I'd like to add a "On Correspond Own Ticket with > template Blank", so that when a staff member replies to a ticket in > their email (that has arrived by "On Create Notify AdminCcs with > template Correspondence") it opens the ticket and assigns it to > them. > It seems like a fairly obvious thing to want to do, but I can't seem > to find a fairly obvious way to do it. Presumably this needs to be a > User Defined action with some custom code. Does someone have an > example? Take a look at http://www.empolis.no/~espenhw/rt3/SetOwnerToActor.pm. -- Espen Wiborg I know you believe you understand what you think I said. But I am not sure you realize that what you heard is not what I meant. -- Anon. From Samuel.Senoner at eurac.edu Mon May 3 06:28:07 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 3 May 2004 12:28:07 +0200 Subject: [rt-users] Problem with external authentication Message-ID: <8ABC35686C73554691F3481C4023BE5E015BC060@abz01be.eurac.edu> After you set webexternalauth, did you stop and started your web server? restart is not enough. SAmuel -----Original Message----- From: Marco Marongiu [mailto:bronto at tiscali.com] Sent: Monday,03 May,2004 10:59 To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem with external authentication Hello It's a couple of days that I google-digging the web, looking for a problem I am having, but every time I hit someone that solved the same problem I see that the setup they have is the same as mine, so here I am. I am trying to set up RT 3.0.9 on a GNU/Linux Debian "testing". We already have an LDAP authentication against an Active Directory for the whole site, and I'd like RT to use it, so I set it up for external authentication: In /etc/request-tracker3/RT_SiteConfig.pm I set: # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. Set($WebExternalAuth , 1); Set($WebExternalOnly , 1); # If $WebFallbackToInternalAuth is undefined, the user is allowed a chance # of fallback to the login screen, even if REMOTE_USER failed. Set($WebFallbackToInternalAuth , undef); # $WebExternalAuto will create users under the same name as REMOTE_USER # upon login, if it's missing in the Users table. Set($WebExternalAuto , 1); Besides, I slightly modified Elements/Login on line 44 to show me the REMOTE_USER value, and it shows up correctly: <& /Elements/TitleBoxStart, width=> "40%", titleright => loc("RT [_1]", $RT::VERSION), title => loc("Login [$ENV{REMOTE_USER}]") , Nevertheless, I always get the login window instead of being "logged in" directly. I tried with an already-defined user and with a non-defined one... I read the autohandler trying to make sense of it, without founding the cause of the problem. Surely I am doing something stupid but I can't see what... Any help? Ciao and thanks --bronto _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From bronto at tiscali.com Mon May 3 06:38:21 2004 From: bronto at tiscali.com (Marco Marongiu) Date: Mon, 03 May 2004 12:38:21 +0200 Subject: [rt-users] Problem with external authentication In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BC060@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BC060@abz01be.eurac.edu> Message-ID: <4096211D.7070803@tiscali.com> Senoner Samuel wrote: > After you set webexternalauth, did you stop and started your web > server? restart is not enough. I've just done it now, and it worked... But if I didn't have the same lines on the screen (/etc/init.d/apache-perl stop and /etc/init.d/apache-perl start) I had thought I was going mad... Not only I am sure I did it last week, but I have the very same lines on my console, I typed them friday... Urgh! Need coffe... Thanks Samuel... --bronto From bronto at tiscali.com Mon May 3 07:08:34 2004 From: bronto at tiscali.com (Marco Marongiu) Date: Mon, 03 May 2004 13:08:34 +0200 Subject: [rt-users] Problem with external authentication In-Reply-To: <4096211D.7070803@tiscali.com> References: <8ABC35686C73554691F3481C4023BE5E015BC060@abz01be.eurac.edu> <4096211D.7070803@tiscali.com> Message-ID: <40962832.4080905@tiscali.com> Marco Marongiu wrote: >> After you set webexternalauth, did you stop and started your web >> server? restart is not enough. > > > I've just done it now, and it worked... > > But if I didn't have the same lines on the screen > (/etc/init.d/apache-perl stop and /etc/init.d/apache-perl start) I had > thought I was going mad... > > Not only I am sure I did it last week, but I have the very same lines on > my console, I typed them friday... > > Urgh! Need coffe... Thanks Samuel... Uhm... I think I found out: you also need to restart your mozilla to see things working... maybe something gets messed up with cookies? Ciao --bronto From mike at thecedars.org.uk Mon May 3 08:10:34 2004 From: mike at thecedars.org.uk (Mike Dent) Date: Mon, 3 May 2004 13:10:34 +0100 Subject: [rt-users] Qmail and RT 3.0.15 Message-ID: Hi, I'm having trouble sending mail to my newly installed RT system. It seems qmail will not accept mail for users that do not exist on the system? From INSTALL.alias in qmail: "* Other non-user accounts. Under qmail, non-user accounts don't get mail; ``user'' means a non-root account that owns ~account. Set up aliases for any non-user accounts that normally receive mail." However I found some aliases on the RH 9.0 box in /var/qmail/alias so I created a file /var/qmail/alias/.qmail-rt hoping that it would accept mail sent to rt at mysystem.com (not the real system identity i must add) The file contains:- |/usr/local/bin/rt-mailgate --queue general --action correspond --url http://mysystem.com however when mail is sent to rt at mysystem.com it bounces as user not known. I can send email out from RT ok. Anybody else using RT with qmail? I did a search but could not find anything Thanks Mike From mathew at osogrande.com Mon May 3 09:56:53 2004 From: mathew at osogrande.com (Mathew Anderson) Date: Mon, 3 May 2004 07:56:53 -0600 (MDT) Subject: [rt-users] Qmail and RT 3.0.15 In-Reply-To: References: Message-ID: <2194.129.121.5.113.1083592613.squirrel@webmail.osogrande.com> I run rt and qmail without a problem I have an "rt" user created with its home dir in /usr/local/rt (my rt installation location) inside rt's home dir I have various .qmail-QUENAME files with |/usr/local/rt/bin/rt-mailgate --queue general line inside. -Mathew > Hi, > I'm having trouble sending mail to my newly installed RT system. > It seems qmail will not accept mail for users that do not exist on the > system? From INSTALL.alias in qmail: > > "* Other non-user accounts. Under qmail, non-user accounts don't get > mail; ``user'' means a non-root account that owns ~account. Set up > aliases for any non-user accounts that normally receive mail." > > However I found some aliases on the RH 9.0 box in /var/qmail/alias so I > created a file > /var/qmail/alias/.qmail-rt > hoping that it would accept mail sent to rt at mysystem.com (not the real > system identity i must add) > The file contains:- > > | general --action correspond --url > http://mysystem.com > > however when mail is sent to rt at mysystem.com it bounces as user not > known. > I can send email out from RT ok. > > Anybody else using RT with qmail? I did a search but could not find > anything > > Thanks > > Mike > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt > this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > > Mathew Anderson Manager Systems and Support Oso Grande Technologies Inc. mathew at osogrande.com (505)345-6555 ext 615 From sam_ml at spacething.org Mon May 3 12:54:29 2004 From: sam_ml at spacething.org (Sam Stickland) Date: Mon, 3 May 2004 17:54:29 +0100 Subject: [rt-users] On Correspond Own Ticket References: <159701c42eba$94f8e1f0$fb00a8c0@office.toastedmedia.net> Message-ID: <1d4201c4312f$4d3d8d80$fb00a8c0@office.toastedmedia.net> Espen Wiborg wrote: > "Sam Stickland" writes: >> In RT there is currently a "On Correspond Open Tickets with template >> Blank" scrip. I'd like to add a "On Correspond Own Ticket with >> template Blank", so that when a staff member replies to a ticket in >> their email (that has arrived by "On Create Notify AdminCcs with >> template Correspondence") it opens the ticket and assigns it to >> them. >> It seems like a fairly obvious thing to want to do, but I can't seem >> to find a fairly obvious way to do it. Presumably this needs to be a >> User Defined action with some custom code. Does someone have an >> example? > > Take a look at http://www.empolis.no/~espenhw/rt3/SetOwnerToActor.pm. Thanks, that works brillantly. Might be worth mentioning in the opening comments that it has to be used in 'On Correspond'. Using it in 'On Status Change' or 'On Transaction' will cause the owner to be set to RT_System. Sam From ssaner at hubris.net Mon May 3 13:01:19 2004 From: ssaner at hubris.net (Steven Saner) Date: Mon, 3 May 2004 12:01:19 -0500 Subject: [rt-users] Performance issues with reply In-Reply-To: <20040502202628.GJ25274@pallas.eruditorum.org> References: <20040422194354.GG9319@hubris.net> <20040502202628.GJ25274@pallas.eruditorum.org> Message-ID: <20040503170119.GE2132@hubris.net> On Sun, May 02, 2004 at 04:26:28PM -0400, Jesse Vincent wrote: > > The action that seems to have the greatest delay is when replying to a > > ticket. I enabled MasonX::Profiler to find where in the building of > > the reply page the delay is occurring. It is pretty obvious that the > > bulk of the delay is in /Elements/SelectOwner, which takes 7-8 seconds > > to complete. > > You don't say whether you're using MySQL or Postgres. But 3.0.11 > includes a pretty serious performance fix for Elements/SelectOwner. I > bet that will solve your problem. We are using Postgres 7.4.2. Are you recommending 3.0.11? I don't see that anywhere. Did you mean 3.1.11? Steve -- -------------------------------------------------------------------------- Steven Saner Voice: 316-858-3000 Director of Network Operations Fax: 316-858-3001 Hubris Communications http://www.hubris.net From jesse at bestpractical.com Mon May 3 13:04:41 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 May 2004 13:04:41 -0400 Subject: [rt-users] Performance issues with reply In-Reply-To: <20040503170119.GE2132@hubris.net> References: <20040422194354.GG9319@hubris.net> <20040502202628.GJ25274@pallas.eruditorum.org> <20040503170119.GE2132@hubris.net> Message-ID: <20040503170441.GC25274@pallas.eruditorum.org> > > You don't say whether you're using MySQL or Postgres. But 3.0.11 > > includes a pretty serious performance fix for Elements/SelectOwner. I > > bet that will solve your problem. > > We are using Postgres 7.4.2. Are you recommending 3.0.11? I don't see > that anywhere. Did you mean 3.1.11? Nope, I mean the next release of 3.0, which is due out soon. > Steve > > -- > -------------------------------------------------------------------------- > Steven Saner Voice: 316-858-3000 > Director of Network Operations Fax: 316-858-3001 > Hubris Communications http://www.hubris.net -- From lists at flothow.de Mon May 3 11:41:25 2004 From: lists at flothow.de (Sebastian Flothow) Date: Mon, 3 May 2004 17:41:25 +0200 Subject: [rt-users] Best linux distro, more info. In-Reply-To: References: Message-ID: <55DFBA10-9D18-11D8-B178-000393B2BB20@flothow.de> Am 3. Mai 2004 um 10:37 Uhr schrieb Mike Dent: > My system is using qmail. I seem unable to get email in to RT. I was > hoping to be able to email say faults at mysystem.com and have the email > enter in to the faults queue. > I have a .qmail-faults file which has: > |/usr/local/bin/rt-mailgate --queue faults --action correspond --url > http://mysystem.com/ > > I dont get a bounce back, nothing. I am unable to see the email in the > faults queue? What does qmail log? Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From cubic at acronis.ru Mon May 3 13:13:13 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 03 May 2004 21:13:13 +0400 Subject: [rt-users] Performance issues with reply In-Reply-To: <20040503170119.GE2132@hubris.net> References: <20040422194354.GG9319@hubris.net> <20040502202628.GJ25274@pallas.eruditorum.org> <20040503170119.GE2132@hubris.net> Message-ID: <40967DA9.1050206@acronis.ru> Steven Saner wrote: > On Sun, May 02, 2004 at 04:26:28PM -0400, Jesse Vincent wrote: > >>>The action that seems to have the greatest delay is when replying to a >>>ticket. I enabled MasonX::Profiler to find where in the building of >>>the reply page the delay is occurring. It is pretty obvious that the >>>bulk of the delay is in /Elements/SelectOwner, which takes 7-8 seconds >>>to complete. >> >>You don't say whether you're using MySQL or Postgres. But 3.0.11 >>includes a pretty serious performance fix for Elements/SelectOwner. I >>bet that will solve your problem. > > > We are using Postgres 7.4.2. Are you recommending 3.0.11? I don't see > that anywhere. Did you mean 3.1.11? IMHO he means upcoming 3.0.11 minor release. You can wait for it or get current code right now from SVN, but it's not even in RC state yet. Best regards. Ruslan. > > Steve > From mike at thecedars.org.uk Mon May 3 13:45:02 2004 From: mike at thecedars.org.uk (Mike Dent) Date: Mon, 3 May 2004 18:45:02 +0100 Subject: [rt-users] Qmail and RT 3.0.15 Message-ID: Finally sorted this one! The system I am using does virtual hosting and runs a system called Plesk, looks like this alters many things. The qmail aliases are in /var/qmail/mailhomes/mysite.com/ Which through me for a bit! Then I had some permission problems, which were down to not having group Everyone CreateTicket and ReplyToTicket permissions. So far I can send mail to RT now and get it back, looking good. Mike > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Mathew Anderson > Sent: 03 May 2004 14:57 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Qmail and RT 3.0.15 > > I run rt and qmail without a problem > > I have an "rt" user created with its home dir in > /usr/local/rt (my rt installation location) > > inside rt's home dir I have various .qmail-QUENAME files with > |/usr/local/rt/bin/rt-mailgate --queue general line inside. > > -Mathew > > > Hi, > > I'm having trouble sending mail to my newly installed RT system. > > It seems qmail will not accept mail for users that do not > exist on the > > system? From INSTALL.alias in qmail: > > > > "* Other non-user accounts. Under qmail, non-user accounts > don't get > > mail; ``user'' means a non-root account that owns ~account. Set up > > aliases for any non-user accounts that normally receive mail." > > > > However I found some aliases on the RH 9.0 box in > /var/qmail/alias so > > I created a file /var/qmail/alias/.qmail-rt hoping that it would > > accept mail sent to rt at mysystem.com (not the real system identity i > > must add) The file contains:- > > > > | general --action correspond --url > > http://mysystem.com > > > > however when mail is sent to rt at mysystem.com it bounces as > user not > > known. > > I can send email out from RT ok. > > > > Anybody else using RT with qmail? I did a search but could not find > > anything > > > > Thanks > > > > Mike > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Developer and Administrator training is coming to LA, DC and > > Frankfurt this spring and summer. > > http://bestpractical.com/services/training.html > > > > Sign up early, as class space is limited. > > > > > > > Mathew Anderson > Manager Systems and Support > Oso Grande Technologies Inc. > mathew at osogrande.com > (505)345-6555 ext 615 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC > and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > > From amit.poddar at yale.edu Mon May 3 14:15:15 2004 From: amit.poddar at yale.edu (amit poddar) Date: Mon, 03 May 2004 14:15:15 -0400 Subject: [rt-users] weird requirement Message-ID: <5.1.0.14.2.20040503141349.06c79f00@ap349.mail.yale.edu> Hi, We have a weird requirement we have 2 custom fields say custom1 and custom2 We want to populate field custom2 based on values selected in custom1 Is there any way to achieve this using existing RT infrastructure. versions: RT: 3.0.10 Apache: 1.3.29 mod_fastcgi: 2.3.4 amit From vivek at khera.org Mon May 3 14:46:08 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 3 May 2004 14:46:08 -0400 Subject: [rt-users] Performance and responsetime in RT 3.0.10 In-Reply-To: <12170000.1083516429@palle.girgensohn.se> References: <38840000.1083497187@palle.girgensohn.se> <4094E9E0.6060001@acronis.ru> <12170000.1083516429@palle.girgensohn.se> Message-ID: <23F65656-9D32-11D8-9F4E-000A9578CFCC@khera.org> On May 2, 2004, at 12:47 PM, Palle Girgensohn wrote: > I run Apache, and since each process snatched > 70 megs when running > with mmod_perl, 10 apache processes soon ate 900 megs of RAM, the > machine has about 800 MB, so it became very slow. Hence, I switched to > fastcgi and just run one process for now. This was a major speedup. > Well, that's why we have this really nice long huge extensive and detailed documentation on mod_perl performance. usually you don't want mod_perl talking to your clients directly -- you want a proxy in front of it. i rarely have more than 7 or 9 mod_perl processes while the front end proxy could be handling upwards of 100 clients (not that this is on my RT installation, but it could be). Especially true when you're serving up images... From rt-users-owner at lists.bestpractical.com Mon May 3 15:38:19 2004 From: rt-users-owner at lists.bestpractical.com (rt-users-owner at lists.bestpractical.com) Date: Mon, 3 May 2004 12:38:19 -0700 Subject: [rt-users] can RT::Interface::Email::Filters put email if different queues? Message-ID: Hello, Kudos first. RT 3 rocks! Thanks to everyone for their hard work. UCSC's School of Engineering couldn't function without RT. I'd like to be able to change the queue on incoming email if it's spam score (got the SpamAssassin filter working well) is above a certain score, but below the dumping threshold. Has anyone done this? Any clues? Thanks a lot, Matt -- Matthew Kalastro Webmaster, Baskin School of Engineering, UC Santa Cruz http://engineering.ucsc.edu/ Baskin Engineering, rm 64A, UCSC, 1156 High St., SC, CA 95064 831.459.5354 From checkpoint at ozbergs.com Mon May 3 16:35:52 2004 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 3 May 2004 13:35:52 -0700 Subject: [rt-users] Scrip Field Name Question Message-ID: <070a01c4314e$3a073ee0$0a02010a@renditionnetworks.com> Hey All, When someone makes a change to a ticket (correspondance or comment) I have a scrip that generates an email with those changes in it. However, the scrip doesn't actually show which RT user added the comments. Can I add a field to my scrip adding the username?? If so, what's the field name?! Thanks Stevo -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtlist at 13x.com Mon May 3 17:00:09 2004 From: rtlist at 13x.com (Jim Williams) Date: Mon, 03 May 2004 17:00:09 -0400 Subject: [rt-users] Rt-users] dumpfile-to-rt-3.0 v1.23 error: Couldn't create attachment In-Reply-To: <20040429160004.24C5B84C30F@pallas.eruditorum.org> References: <20040429160004.24C5B84C30F@pallas.eruditorum.org> Message-ID: <4096B2D9.4030007@13x.com> Caroline: I ended up using an older version of rt2-to-rt3 (v1.13 instead of v1.23) and I did NOT try to remove dead tickets. This allowed me to import my tickets into rt3. Unfortunately about 10% of my tickets had their dates set to 1970. I decided to stick with 2.0.14 for now until I have a chance to upgrade to 3.0.10 then I'll try to import again. Good luck, Jim > Date: Thu, 29 Apr 2004 15:51:48 +0100 > From: "Marriage, Caroline" > Subject: [Rt-users] dumpfile-to-rt-3.0 v1.23 error: Couldn't create > attac hment > To: "'rt-users at lists.bestpractical.com'" > > Message-ID: > Content-Type: text/plain; charset="iso-8859-1" > > Hi Jim > > Did you solve this - I am seeing the same problem? > > Thanks > Caroline > > > I'm upgradeing from RH 7.3 / mysql-3.23 / rt 2.0.14 to Debian Sarge / > Posgres 7.4.2-1 rt 3.0.9. When I try to run dumpfile-to-rt-3.0 on my > 2.5k dumped tickets I receive the following error: > > ... > .t-38 > .t-39 > Couldn't create attachment > $VAR1 = { > 'Subject' => '', > 'ContentType' => 'application/msword', > 'Filename' => 'Doc1.doc', > 'Headers' => 'Content-Type: application/msword; > name="Doc1.doc" > Content-Transfer-Encoding: base64 > Content-Description: Doc1.doc > Content-Disposition: attachment; > filename="Doc1.doc" > ', > 'Creator' => '16', > 'Parent' => '64', > 'Created' => '2002-09-13 04:11:31', > 'id' => '68', > 'ContentEncoding' => 'none', > 'TransactionId' => '116' > }; > > ERROR: invalid byte sequence for encoding "UNICODE": 0xe1 > [Fri Apr 9 23:05:16 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 715. > (/usr/share/perl5/RT.pm:254) > > > I have seen others on the list with a similar issue but I did not see a > resolution. Should I try an older version of rt2-to-rt3? > > Thanks, > > Jim Williams > 13x.com > > This e-mail (and any attachments) contains information, which is > confidential and intended solely for the attention and use of the named > addressee(s). If you are not the intended recipient you must not copy, > distribute or use it for any purpose or disclose the contents to any person. > If you have received this e-mail in error, please notify us immediately at > is at ntt.co.uk. The information contained in this e-mail (and any attachments) > is supplied in good faith, but the sender shall not be under any liability > in damages or otherwise for any reliance that may be placed upon it by the > recipient. Any comments or opinions expressed are those of the originator > not of NTT Europe Ltd unless otherwise expressly stated. From rcassily at DENOVIS.COM Mon May 3 17:19:25 2004 From: rcassily at DENOVIS.COM (Cassily, Ryan) Date: Mon, 3 May 2004 17:19:25 -0400 Subject: [rt-users] Statistics for RT3 Message-ID: Hello all, Has anyone had luck with installing this stats package? I can't seem to find the installation instructions anywhere. Thank in advance for your help. -Ryan -----Original Message----- From: Aram Smith [mailto:aram.smith at appiancorp.com] Sent: Wednesday, April 21, 2004 3:52 PM To: Dave Dennis; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Statistics for RT3 Yes that's it. Here's the link: http://sourceforge.net/projects/pgrtreport/ Sorry for any confusion. At that link there is a brief discussion regarding "win32" support, but it doesn't appear there was ever a release. Thanks. -----Original Message----- From: Dave Dennis [mailto:dmd at speakeasy.org] Sent: Wednesday, April 21, 2004 3:46 PM To: Aram Smith Subject: Re: [rt-users] Statistics for RT3 Dear Aram, I went looking for "rtstats 1.0.14" (or variations) in freshmeat.net and sourceforge.net, was unsuccessful, even when looking up under RT or "request tracker" Is this the name of the package? I see a py Request Tracker Report which also is at version 1.0.14 ... is this it? Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 21 Apr 2004, Aram Smith wrote: > I recently installed RT 3.0.10 on a Windows 2K server SP4. Its running > well and I was hoping to integrate a reports/statistics function. In > sourceforge I saw a download for rtstats 1.0.14 but only for UNIX. I > also downloaded the reports\statistics gunzip from the bestpractical > site and extracted it to the server, but when I go to the pages in my > browser it looks like XML is not running properly or there is an > application missing. Any chance anyone can point me in the right > direction for installing the reporting function? Thanks, > > Aram Smith > > __________________________________ > Aram Smith > Appian Corporation > 8000 Towers Crescent Drive > Vienna, VA 22182 > Phone: (703) 442-1051 > Mobile: (240) 426-8751 > Fax: (703) 442-8919 > Email: aram.smith at appiancorp.com > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From gwen at reptiles.org Mon May 3 18:03:40 2004 From: gwen at reptiles.org (Gwendolynn ferch Elydyr) Date: Mon, 3 May 2004 18:03:40 -0400 (EDT) Subject: [rt-users] Statistics for RT3 In-Reply-To: Message-ID: <20040503174359.L1054-100000@iguana.reptiles.org> On Mon, 3 May 2004, Cassily, Ryan wrote: > Has anyone had luck with installing this stats package? I can't seem to > find the installation instructions anywhere. Thank in advance for your help. Hrm. Running RT3, I have the statistics module installed and purring along happily. My install notes are scanty, but note: - added statistics module to RT by copying it to the html root - installed Apache::GD::Graph, and a zillion dependancies - need to build libgd2.0.15 - put in /usr/local/lib The readme is pretty self-explanatory IMHO. cheers! ========================================================================== "A cat spends her life conflicted between a deep, passionate and profound desire for fish and an equally deep, passionate and profound desire to avoid getting wet. This is the defining metaphor of my life right now." From lcs at MIT.EDU Mon May 3 22:51:17 2004 From: lcs at MIT.EDU (Larry Stone) Date: Mon, 3 May 2004 22:51:17 EDT Subject: [rt-users] SpamAssassin filter for RT 3.0.10 Message-ID: I got SpamAssassin working via the mail filter in RT::Interface::Email::Filter::SpamAssassin. The filter needed a complete renovation; perhaps it came from some much earlier RT version? The appended patch works with SpamAssassin 2.63, only tested on RT 3.0.10/ Solaris 9/MySQL/Perl5.8.3/FastCGI/etc. There was another tricky bug: apparently SpamAssassin munges the $_ global variable when a message rings the spam bell, such that its value in the Gateway function's loop around @RT::MailPlugins gets unset. This clears the plugin entry so it breaks on the next incoming email. I know the functions/operators that set $_ are supposed have local effects but apparently something doesn't. Switching to an explicit loop variable fixed the symptom, so that patch is included. I also added a couple of new features: - It logs the message-id header of a message it drops on the floor at the "info" level so you can match it with MTA logs to diagnose cases of vanished mail. - Adds the "X-RT-SpamAssassin-Score" header so a scrip can sort the spammiest messages into a separate queue. I know the spam filter could be implemented in the MTA or in procmail driving the rt-mailgate, but this looked easier to maintain. If there aren't any objections I'll submit it as a patch. -- Larry *** lib/RT/Interface/Email.pm.orig Fri Jan 2 17:55:55 2004 --- lib/RT/Interface/Email.pm Mon May 3 19:52:05 2004 *************** *** 500,521 **** # Since this needs loading, no matter what ! for (@RT::MailPlugins) { my $Code; my $NewAuthStat; ! if ( ref($_) eq "CODE" ) { ! $Code = $_; } else { ! $_ = "RT::Interface::Email::$_" unless /^RT::Interface::Email::/; ! eval "require $_;"; if ($@) { ! die ("Couldn't load module $_: $@"); next; } no strict 'refs'; ! if ( !defined( $Code = *{ $_ . "::GetCurrentUser" }{CODE} ) ) { ! die ("No GetCurrentUser code found in $_ module"); next; } } --- 500,522 ---- # Since this needs loading, no matter what ! my $pi; ! foreach $pi (@RT::MailPlugins) { my $Code; my $NewAuthStat; ! if ( ref($pi) eq "CODE" ) { ! $Code = $pi; } else { ! $pi = "RT::Interface::Email::$pi" unless $pi =~ m/^RT::Interface::Email::/; ! eval "require $pi;"; if ($@) { ! die ("Couldn't load module $pi: $@"); next; } no strict 'refs'; ! if ( !defined( $Code = *{ $pi . "::GetCurrentUser" }{CODE} ) ) { ! die ("No GetCurrentUser code found in $pi module"); next; } } *** lib/RT/Interface/Email/Filter/SpamAssassin.pm.orig Fri Jan 2 17:55:55 2004 --- lib/RT/Interface/Email/Filter/SpamAssassin.pm Mon May 3 20:15:40 2004 *************** *** 27,41 **** my $spamtest = Mail::SpamAssassin->new(); sub GetCurrentUser { ! my $item = shift; ! my $status = $spamtest->check ($item); ! return (undef, 0) unless $status->is_spam(); ! eval { $status->rewrite_mail() }; ! if ($status->get_hits > $status->get_required_hits()*1.5) { # Spammy indeed ! return (undef, -1); } ! return (undef, 0); } =head1 NAME --- 27,48 ---- my $spamtest = Mail::SpamAssassin->new(); sub GetCurrentUser { ! my $result = 0; ! my %args = ( Message => undef, ! @_ ); ! my $status = $spamtest->check_message_text($args{'Message'}->as_string()); ! if ($status->is_spam() && ! $status->get_hits() > $status->get_required_hits()*1.5) { # Spammy indeed ! my $mid = $args{'Message'}->head()->get('Message-Id'); ! my $hits = $status->get_hits(); ! $RT::Logger->info("Filter::SpamAssassin: Dropping message $mid because spam score = $hits"); ! $result = -1; ! } else { ! $args{'Message'}->head()->replace('X-RT-SpamAssassin-Score', sprintf("%.3f", $status->get_hits())); } ! $status->finish(); ! return (undef, $result); } =head1 NAME From rspier at pobox.com Tue May 4 01:14:04 2004 From: rspier at pobox.com (Robert Spier) Date: Mon, 03 May 2004 22:14:04 -0700 Subject: [rt-users] SpamAssassin filter for RT 3.0.10 In-Reply-To: References: Message-ID: > There was another tricky bug: apparently SpamAssassin munges the $_ > global variable when a message rings the spam bell, such that its value > in the Gateway function's loop around @RT::MailPlugins gets unset. This > clears the plugin entry so it breaks on the next incoming email. I know > the functions/operators that set $_ are supposed have local effects but > apparently something doesn't. Switching to an explicit loop variable > fixed the symptom, so that patch is included. Here's an example to share a legit use of local: $_=3; { local $_; something_that_modifies_dollar_underbar(); } # $_ == 3 From Samuel.Senoner at eurac.edu Tue May 4 02:33:54 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 4 May 2004 08:33:54 +0200 Subject: [rt-users] Performance issues with reply Message-ID: <8ABC35686C73554691F3481C4023BE5E015BC0C0@abz01be.eurac.edu> Is it somehow possible to have access through web to the repository? It was very usefull to see what changes are between the versions. Thanks SAmuel -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday,03 May,2004 19:05 To: Steven Saner Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Performance issues with reply > > You don't say whether you're using MySQL or Postgres. But 3.0.11 > > includes a pretty serious performance fix for Elements/SelectOwner. > > I bet that will solve your problem. > > We are using Postgres 7.4.2. Are you recommending 3.0.11? I don't see > that anywhere. Did you mean 3.1.11? Nope, I mean the next release of 3.0, which is due out soon. > Steve > > -- > -------------------------------------------------------------------------- > Steven Saner Voice: 316-858-3000 > Director of Network Operations Fax: 316-858-3001 > Hubris Communications http://www.hubris.net -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From jesse at bestpractical.com Tue May 4 02:43:31 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 May 2004 02:43:31 -0400 Subject: [rt-users] Performance issues with reply In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BC0C0@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BC0C0@abz01be.eurac.edu> Message-ID: <20040504064331.GU25274@pallas.eruditorum.org> On Tue, May 04, 2004 at 08:33:54AM +0200, Senoner Samuel wrote: > Is it somehow possible to have access through web to the repository? > It was very usefull to see what changes are between the versions. Unfortunately, all of the available web interfaces to subversion appear to corrupt our repository with frightening regularity. You can access the repository using anonymous subversion to svn://svn.bestpractical.com/rt/ > Thanks > > SAmuel > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Monday,03 May,2004 19:05 > To: Steven Saner > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Performance issues with reply > > > > > You don't say whether you're using MySQL or Postgres. But 3.0.11 > > > includes a pretty serious performance fix for Elements/SelectOwner. > > > I bet that will solve your problem. > > > > We are using Postgres 7.4.2. Are you recommending 3.0.11? I don't see > > that anywhere. Did you mean 3.1.11? > > Nope, I mean the next release of 3.0, which is due out soon. > > > > Steve > > > > -- > > -------------------------------------------------------------------------- > > Steven Saner Voice: 316-858-3000 > > Director of Network Operations Fax: 316-858-3001 > > Hubris Communications http://www.hubris.net > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > -- From chen at glasstrinkets.com Tue May 4 10:42:01 2004 From: chen at glasstrinkets.com (Chen Chang) Date: Tue, 4 May 2004 10:42:01 -0400 (EDT) Subject: [rt-users] rt2-to-rt3 1.23 Problem: "Couldn't create attachment" Message-ID: <1036.192.168.50.13.1083681721.squirrel@webmail.glasstrinkets.com> Hi everyone, Trying to migrate from rt-2.0.14 on RedHat 7.2 to rt-3.0.10 on Suse 9.0 Pro. I am using rt2-to-rt3 1.23. The export from rt2 using rt-2.0-to_dumpfile was successful. However, I am experiencing problems importing into rt3 using dumpfile-to-rt3.0. Specifically, it appears the the import is having problems with binary attachments such as MS Word documents which were attached to tickets in rt2. I've seen a couple other posts with the same problem but didn't see any solutions posted in response. On the rt3 installation, I have perl-5.8.1-46, postgresql 7.3.4 installed. I am getting the following crash output: Couldn't create attachment $VAR1 = { 'Creator' => '4', 'id' => '2960', 'Subject' => '', 'Created' => '2004-01-15 19:42:47+00', 'ContentType' => 'application/msword', 'Headers' => 'Content-Type: application/msword; name="20030115_cgc_cover_letter.doc"Content-Disposition: inline; filename="20030115_cgc_cover_letter.doc" Content-Transfer-Encoding: base64 ', 'Filename' => '20030115_cgc_cover_letter.doc', 'ContentEncoding' => 'base64', 'Parent' => '2958', 'TransactionId' => '4468' }; ERROR: parser: unterminated quoted string at or near "'??????" at character 146[Tue May 4 09:49:42 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 714. (/opt/rt3/lib/RT.pm:254) Any help would be greatly appreciated. Thanks in advance, Chen From curly at yellowbrix.com Tue May 4 11:04:09 2004 From: curly at yellowbrix.com (Charlie Benatti) Date: Tue, 4 May 2004 11:04:09 -0400 Subject: [rt-users] Ticket Extraction not working in RTFM Message-ID: <20040504150408.GL1609@royal.phuct.net> I've set up RTFM-2.0.3, along side of RT 3.0.10. I've set up a basic class in RTFM, with two Custom Fields, a TextSingle, and a WikiTextSingle. Any time I click on Extract Article in RT, and select some rows to be added to the article from the ticket history, in either Custom Field, the article is created with no information in the ticket. Any quick answers to this problem? Thanks. -curly -- Charlie Benatti Systems Architect * YellowBrix, Inc. curly at yellowbrix.com, 703.519.1050 From checkpoint at ozbergs.com Tue May 4 14:53:11 2004 From: checkpoint at ozbergs.com (Stevo) Date: Tue, 4 May 2004 11:53:11 -0700 Subject: [rt-users] Template Field Name Question References: <070a01c4314e$3a073ee0$0a02010a@renditionnetworks.com> Message-ID: <086401c43209$0c664560$0a02010a@renditionnetworks.com> No one have any idea on this? I thought it would be quite a simple question! Stevo ----- Original Message ----- From: Stevo To: RT-Users at lists.bestpractical.com Sent: Monday, May 03, 2004 1:35 PM Subject: [rt-users] Scrip Field Name Question Hey All, When someone makes a change to a ticket (correspondance or comment) I have a scrip that generates an email with those changes in it. However, the template doesn't actually show which RT user added the comments. Can I add a field to my template adding the username?? If so, what's the field name?! Thanks Stevo _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From cubic at acronis.ru Tue May 4 15:06:44 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 04 May 2004 23:06:44 +0400 Subject: [rt-users] Template Field Name Question In-Reply-To: <086401c43209$0c664560$0a02010a@renditionnetworks.com> References: <070a01c4314e$3a073ee0$0a02010a@renditionnetworks.com> <086401c43209$0c664560$0a02010a@renditionnetworks.com> Message-ID: <4097E9C4.8040503@acronis.ru> He-he. This question is simple as you said :) so people don't want spend time on it :) Put into template: { my $UObj = $Transaction->CreatorObj; $UObj->RealName || $UObj->Name . ' <' . $UObj->EmailAddress . '>'; } Good luck. Ruslan. Stevo wrote: > No one have any idea on this? I thought it would be quite a simple > question! > > Stevo > > ----- Original Message ----- > From: Stevo > To: RT-Users at lists.bestpractical.com > Sent: Monday, May 03, 2004 1:35 PM > Subject: [rt-users] Scrip Field Name Question > > > Hey All, > > When someone makes a change to a ticket (correspondance or comment) I have a > scrip that generates an email with those changes in it. However, the > template doesn't actually show which RT user added the comments. > > Can I add a field to my template adding the username?? If so, what's the > field name?! > > Thanks > > Stevo > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt > this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From Greg.Deickman at coaccess.com Tue May 4 16:59:32 2004 From: Greg.Deickman at coaccess.com (Greg Deickman) Date: Tue, 04 May 2004 14:59:32 -0600 Subject: [rt-users] Changing user 'nobody' to something else Message-ID: Is there an easy way to change the RT system id 'nobody' to something friendlier to the end user, like 'pending assignment'? Is it a simple database change, or is somehow hard-coded into the perl? Thanks, Greg CONFIDENTIALITY NOTICE: If you are not the intended recipient of this electronic message, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of this document is strictly prohibited. If you received this information in error, please notify the sender immediately and arrange for the return or destruction of this document. <<<>>> -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtuser at wayne47.com Tue May 4 17:43:51 2004 From: rtuser at wayne47.com (Michael R. Wayne) Date: Tue, 4 May 2004 17:43:51 -0400 Subject: [rt-users] RT fails to provide full URLs? Message-ID: <20040504214351.GB41242@manor.msen.com> Today I gave up on attempting to upgrade my existing RT install and did a ground-up install in a new jail on FreeBSD4.8. Turns out that apache & postgress are just as unhappy there as on the other box so I abandoned postgres and reinstalled with mysql. After a lot of googling (BTW somebody really should take an hour and write viable instruction on how to install RT as the supplied ones are terribly incomplete), I managed to get it up and running, can login and see the empty Start Page. But the pages take FOREVER to load. After waiting for the page to actually load, I noticed that the "RT" image in the top left is not being displayed. Doing a "Copy image address", I see: http://rt/NoAuth/images/rt.jpg which is obviously wrong (I would expect a FQDN name after the //). Is this some sort of config thing that I'm missing? Although I have updated config.pm, I see nowhere that I need to specify the hostname on which the server is running. /\/\ \/\/ From ivargas at commoca.com Tue May 4 20:06:04 2004 From: ivargas at commoca.com (Iomar Vargas) Date: Tue, 4 May 2004 20:06:04 -0400 Subject: [rt-users] Using Procmail to deliver RT-mail to queues In-Reply-To: <20040504214351.GB41242@manor.msen.com> Message-ID: <20040504235705.26FF9193689@Polaris.commocapr.com> I followed the guidelines at http://www.geert.triple-it.nl/rt_procmail.html But how it works now? I have created a queue, for example : Queue name: interfaces Correspondence address: interfaces at rt.mydomain.com My DNS have registered rt.mydomain.com, and mydomain.com to the same address of the mail server. Do I have to make an alias? How procmail works? I know that every email has to be dispatched to rt_dispatcher, but how it does the map from interfaces->rt_dispatcher? I think here is the magic: $ cat /etc/mail/virtusertable postmaster at rt.mydomain.com postmaster @rt.mydomain.com rt_dispatcher But these are alias? Do I have to put these aliases on postfix? I just send an email to interfaces at rt.mydomain.com and didn?t work out (Undeliverable mail return to sender, mail for rt.mydomain.com loops back to myself. From the mailer-daemon at mydomain.com. Is something I?m missing? Thanks in advance, Iomar PS: mydomain isn?t the actual domain name, just for the example. ------------------------------------ Commoca, Inc. Iomar Vargas Software Engineer ivargas at commoca.com Calle M?ndez Vigo #68 Este Suite 3 Mayag?ez, PR 00680 tel: 787-834-0011 fax: 787-834-0020 mobile: 787-379-0968 ------------------------------------ From dmd at speakeasy.org Tue May 4 20:22:05 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 4 May 2004 17:22:05 -0700 (PDT) Subject: [rt-users] exporting Statistics3 graphics Message-ID: Dear List, Statistics is pretty cool, but not everyone has the time to drill down into the specific graphs. What I'd like to do is write a front-end page that called via url string a particular graph. Not sure how to perform that -- the url just shows something like http://myserver.com/Statistics/CallsQueueDay/index.html . How would I then pass the rest of the variables so that it would be able to see the graph for say 10 days' worth in the Main queue with weekends checked? Thanks ... I am pretty programmer illiterate when it comes to RT, not for lack of trying but more for lack of skill with Mason / Perl. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From rtuser at wayne47.com Tue May 4 22:58:55 2004 From: rtuser at wayne47.com (Michael R. Wayne) Date: Tue, 4 May 2004 22:58:55 -0400 Subject: [rt-users] RT fails to provide full URLs? In-Reply-To: <20040504214351.GB41242@manor.msen.com> References: <20040504214351.GB41242@manor.msen.com> Message-ID: <20040505025855.GC41242@manor.msen.com> On Tue, May 04, 2004 at 05:43:51PM -0400, Michael R. Wayne wrote: > > But the pages take FOREVER to load. After waiting for the page to > actually load, I noticed that the "RT" image in the top left is not > being displayed. Doing a "Copy image address", I see: > http://rt/NoAuth/images/rt.jpg > which is obviously wrong (I would expect a FQDN name after the //). Followup to my own post so it ends up in the archives. User error - this was caused by a typo in the field $WebBaseURL = causing it to resolve to a nonexistant host. /\/\ \/\/ From vinita at cs.mu.OZ.AU Tue May 4 23:58:23 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Wed, 05 May 2004 13:58:23 +1000 Subject: [rt-users] use template from lib Message-ID: <4098665F.7000103@cs.mu.oz.au> HI I would like to use template to send auto reject messages to users ----------------------------------------------------------------------------------------- require RT::Template; my $template = RT::Template->new(RT::CurrentUser->new($RT::Nobody)); if (! $template->LoadGlobalTemplate('AutoRejectRequest')){ $RT::Logger->debug("TEST AutoRejectRequest failed"); }else { my $Content = $template->Content; my $ii = $template->id; my $des = $template->Description; $RT::Logger->debug("TEST AutoRejectRequest Content not defined") if(! defined $Content); $RT::Logger->debug("TEST AutoRejectRequest:$ii, $des, $Content "); } ----------------------------------------------------------------------------------------- [Wed May 5 03:53:22 2004] [debug]: TEST AutoRejectRequest Content not defined (/usr/local/apps/rt-3.0.8//lib/RT/Interface/Email.pm:575) [Wed May 5 03:53:22 2004] [debug]: TEST AutoRejectRequest:13, , (/usr/local/apps/rt-3.0.8//lib/RT/Interface/Email.pm:577) As yoy can see from the RT log, I get th ID (13) but the content is empty, How do I get the template content so that I can do MailError( To => $ErrorsTo, Subject => "Could not load a valid user", Explanation => $Content, MIMEObj => $Message, LogLevel => 'error' ); -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtuser at wayne47.com Wed May 5 02:18:15 2004 From: rtuser at wayne47.com (Michael R. Wayne) Date: Wed, 5 May 2004 02:18:15 -0400 Subject: [rt-users] rt-2.0-to-dumpfile errors Message-ID: <20040505061815.GF41242@manor.msen.com> When running rt-2.0-to-dumpfile, I get a similar error on every record: Exporting ticket 623DBD::Pg::st execute failed: ERROR: column "requestors" does not exist at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 410. RT::Handle=HASH(0x80f806c) couldn't execute the query 'SELECT requestors FROM Tickets WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 417. Can't locate object method "fetchrow_array" via package "Class::ReturnValue" (perhaps you forgot to load "Class::ReturnValue"?) at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 574. Any ideas? I'm not about to try importing the files I got. From rajmen at olemiss.edu Wed May 5 09:31:52 2004 From: rajmen at olemiss.edu (Rajesh Menon) Date: Wed, 5 May 2004 08:31:52 -0500 Subject: [rt-users] RE: EX_TEMPFAIL problem In-Reply-To: <1E3986BC622E2E4FA5A67B6ADC49D7AF8EA5@umcal-backup> Message-ID: <1E3986BC622E2E4FA5A67B6ADC49D7AF025847@umcal-backup> Hello All, I saw the following posting by jesse http://marc.free.net.ph/message/20040422.052935.4b6eacf8.html I saw that there are some modifications done to the EmailParser.pm and Template_Overlay.pm. I get the message ?Couldn?t write to temp dir on disk. using more memory and processor? in the logs when the EX_TEMPFAIL error occurs. Only a reboot fixes this issue. Will this fix the problem I have? If so could you please tell me where I can find these modified files? I would really appreciate any help on this. Thanks, /Raj -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: Tuesday, May 04, 2004 11:02 AM To: rt-users at lists.bestpractical.com Subject: RT-Users Digest, Vol 2, Issue 7 Send RT-Users mailing list submissions to rt-users at lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-request at lists.bestpractical.com You can reach the person managing the list at rt-users-owner at lists.bestpractical.com When replying, please edit your Subject line so it is more specific than "Re: Contents of RT-Users digest..." Today's Topics: 1. Statistics for RT3 (Cassily, Ryan) 2. Re: Statistics for RT3 (Gwendolynn ferch Elydyr) 3. SpamAssassin filter for RT 3.0.10 (Larry Stone) 4. Re: SpamAssassin filter for RT 3.0.10 (Robert Spier) 5. RE: Performance issues with reply (Senoner Samuel) 6. Re: Performance issues with reply (Jesse Vincent) 7. rt2-to-rt3 1.23 Problem: "Couldn't create attachment" (Chen Chang) 8. Ticket Extraction not working in RTFM (Charlie Benatti) ---------------------------------------------------------------------- Message: 1 Date: Mon, 3 May 2004 17:19:25 -0400 From: "Cassily, Ryan" Subject: [rt-users] Statistics for RT3 To: Message-ID: Content-Type: text/plain; charset="iso-8859-1" Hello all, Has anyone had luck with installing this stats package? I can't seem to find the installation instructions anywhere. Thank in advance for your help. -Ryan -----Original Message----- From: Aram Smith [mailto:aram.smith at appiancorp.com] Sent: Wednesday, April 21, 2004 3:52 PM To: Dave Dennis; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Statistics for RT3 Yes that's it. Here's the link: http://sourceforge.net/projects/pgrtreport/ Sorry for any confusion. At that link there is a brief discussion regarding "win32" support, but it doesn't appear there was ever a release. Thanks. -----Original Message----- From: Dave Dennis [mailto:dmd at speakeasy.org] Sent: Wednesday, April 21, 2004 3:46 PM To: Aram Smith Subject: Re: [rt-users] Statistics for RT3 Dear Aram, I went looking for "rtstats 1.0.14" (or variations) in freshmeat.net and sourceforge.net, was unsuccessful, even when looking up under RT or "request tracker" Is this the name of the package? I see a py Request Tracker Report which also is at version 1.0.14 ... is this it? Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 21 Apr 2004, Aram Smith wrote: > I recently installed RT 3.0.10 on a Windows 2K server SP4. Its running > well and I was hoping to integrate a reports/statistics function. In > sourceforge I saw a download for rtstats 1.0.14 but only for UNIX. I > also downloaded the reports\statistics gunzip from the bestpractical > site and extracted it to the server, but when I go to the pages in my > browser it looks like XML is not running properly or there is an > application missing. Any chance anyone can point me in the right > direction for installing the reporting function? Thanks, > > Aram Smith > > __________________________________ > Aram Smith > Appian Corporation > 8000 Towers Crescent Drive > Vienna, VA 22182 > Phone: (703) 442-1051 > Mobile: (240) 426-8751 > Fax: (703) 442-8919 > Email: aram.smith at appiancorp.com > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. ------------------------------ Message: 2 Date: Mon, 3 May 2004 18:03:40 -0400 (EDT) From: Gwendolynn ferch Elydyr Subject: Re: [rt-users] Statistics for RT3 To: "Cassily, Ryan" Cc: rt-users at lists.bestpractical.com Message-ID: <20040503174359.L1054-100000 at iguana.reptiles.org> Content-Type: TEXT/PLAIN; charset=US-ASCII On Mon, 3 May 2004, Cassily, Ryan wrote: > Has anyone had luck with installing this stats package? I can't seem to > find the installation instructions anywhere. Thank in advance for your help. Hrm. Running RT3, I have the statistics module installed and purring along happily. My install notes are scanty, but note: - added statistics module to RT by copying it to the html root - installed Apache::GD::Graph, and a zillion dependancies - need to build libgd2.0.15 - put in /usr/local/lib The readme is pretty self-explanatory IMHO. cheers! ========================================================================== "A cat spends her life conflicted between a deep, passionate and profound desire for fish and an equally deep, passionate and profound desire to avoid getting wet. This is the defining metaphor of my life right now." ------------------------------ Message: 3 Date: Mon, 3 May 2004 22:51:17 EDT From: Larry Stone Subject: [rt-users] SpamAssassin filter for RT 3.0.10 To: rt-users at lists.bestpractical.com Message-ID: I got SpamAssassin working via the mail filter in RT::Interface::Email::Filter::SpamAssassin. The filter needed a complete renovation; perhaps it came from some much earlier RT version? The appended patch works with SpamAssassin 2.63, only tested on RT 3.0.10/ Solaris 9/MySQL/Perl5.8.3/FastCGI/etc. There was another tricky bug: apparently SpamAssassin munges the $_ global variable when a message rings the spam bell, such that its value in the Gateway function's loop around @RT::MailPlugins gets unset. This clears the plugin entry so it breaks on the next incoming email. I know the functions/operators that set $_ are supposed have local effects but apparently something doesn't. Switching to an explicit loop variable fixed the symptom, so that patch is included. I also added a couple of new features: - It logs the message-id header of a message it drops on the floor at the "info" level so you can match it with MTA logs to diagnose cases of vanished mail. - Adds the "X-RT-SpamAssassin-Score" header so a scrip can sort the spammiest messages into a separate queue. I know the spam filter could be implemented in the MTA or in procmail driving the rt-mailgate, but this looked easier to maintain. If there aren't any objections I'll submit it as a patch. -- Larry *** lib/RT/Interface/Email.pm.orig Fri Jan 2 17:55:55 2004 --- lib/RT/Interface/Email.pm Mon May 3 19:52:05 2004 *************** *** 500,521 **** # Since this needs loading, no matter what ! for (@RT::MailPlugins) { my $Code; my $NewAuthStat; ! if ( ref($_) eq "CODE" ) { ! $Code = $_; } else { ! $_ = "RT::Interface::Email::$_" unless /^RT::Interface::Email::/; ! eval "require $_;"; if ($@) { ! die ("Couldn't load module $_: $@"); next; } no strict 'refs'; ! if ( !defined( $Code = *{ $_ . "::GetCurrentUser" }{CODE} ) ) { ! die ("No GetCurrentUser code found in $_ module"); next; } } --- 500,522 ---- # Since this needs loading, no matter what ! my $pi; ! foreach $pi (@RT::MailPlugins) { my $Code; my $NewAuthStat; ! if ( ref($pi) eq "CODE" ) { ! $Code = $pi; } else { ! $pi = "RT::Interface::Email::$pi" unless $pi =~ m/^RT::Interface::Email::/; ! eval "require $pi;"; if ($@) { ! die ("Couldn't load module $pi: $@"); next; } no strict 'refs'; ! if ( !defined( $Code = *{ $pi . "::GetCurrentUser" }{CODE} ) ) { ! die ("No GetCurrentUser code found in $pi module"); next; } } *** lib/RT/Interface/Email/Filter/SpamAssassin.pm.orig Fri Jan 2 17:55:55 2004 --- lib/RT/Interface/Email/Filter/SpamAssassin.pm Mon May 3 20:15:40 2004 *************** *** 27,41 **** my $spamtest = Mail::SpamAssassin->new(); sub GetCurrentUser { ! my $item = shift; ! my $status = $spamtest->check ($item); ! return (undef, 0) unless $status->is_spam(); ! eval { $status->rewrite_mail() }; ! if ($status->get_hits > $status->get_required_hits()*1.5) { # Spammy indeed ! return (undef, -1); } ! return (undef, 0); } =head1 NAME --- 27,48 ---- my $spamtest = Mail::SpamAssassin->new(); sub GetCurrentUser { ! my $result = 0; ! my %args = ( Message => undef, ! @_ ); ! my $status = $spamtest->check_message_text($args{'Message'}->as_string()); ! if ($status->is_spam() && ! $status->get_hits() > $status->get_required_hits()*1.5) { # Spammy indeed ! my $mid = $args{'Message'}->head()->get('Message-Id'); ! my $hits = $status->get_hits(); ! $RT::Logger->info("Filter::SpamAssassin: Dropping message $mid because spam score = $hits"); ! $result = -1; ! } else { ! $args{'Message'}->head()->replace('X-RT-SpamAssassin-Score', sprintf("%.3f", $status->get_hits())); } ! $status->finish(); ! return (undef, $result); } =head1 NAME ------------------------------ Message: 4 Date: Mon, 03 May 2004 22:14:04 -0700 From: Robert Spier Subject: Re: [rt-users] SpamAssassin filter for RT 3.0.10 To: Larry Stone Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=US-ASCII > There was another tricky bug: apparently SpamAssassin munges the $_ > global variable when a message rings the spam bell, such that its value > in the Gateway function's loop around @RT::MailPlugins gets unset. This > clears the plugin entry so it breaks on the next incoming email. I know > the functions/operators that set $_ are supposed have local effects but > apparently something doesn't. Switching to an explicit loop variable > fixed the symptom, so that patch is included. Here's an example to share a legit use of local: $_=3; { local $_; something_that_modifies_dollar_underbar(); } # $_ == 3 ------------------------------ Message: 5 Date: Tue, 4 May 2004 08:33:54 +0200 From: "Senoner Samuel" Subject: RE: [rt-users] Performance issues with reply To: "Jesse Vincent" , "Steven Saner" Cc: rt-users at lists.bestpractical.com Message-ID: <8ABC35686C73554691F3481C4023BE5E015BC0C0 at abz01be.eurac.edu> Content-Type: text/plain; charset="iso-8859-1" Is it somehow possible to have access through web to the repository? It was very usefull to see what changes are between the versions. Thanks SAmuel -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday,03 May,2004 19:05 To: Steven Saner Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Performance issues with reply > > You don't say whether you're using MySQL or Postgres. But 3.0.11 > > includes a pretty serious performance fix for Elements/SelectOwner. > > I bet that will solve your problem. > > We are using Postgres 7.4.2. Are you recommending 3.0.11? I don't see > that anywhere. Did you mean 3.1.11? Nope, I mean the next release of 3.0, which is due out soon. > Steve > > -- > -------------------------------------------------------------------------- > Steven Saner Voice: 316-858-3000 > Director of Network Operations Fax: 316-858-3001 > Hubris Communications http://www.hubris.net -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. ------------------------------ Message: 6 Date: Tue, 4 May 2004 02:43:31 -0400 From: Jesse Vincent Subject: Re: [rt-users] Performance issues with reply To: Senoner Samuel Cc: rt-users at lists.bestpractical.com Message-ID: <20040504064331.GU25274 at pallas.eruditorum.org> Content-Type: text/plain; charset=us-ascii On Tue, May 04, 2004 at 08:33:54AM +0200, Senoner Samuel wrote: > Is it somehow possible to have access through web to the repository? > It was very usefull to see what changes are between the versions. Unfortunately, all of the available web interfaces to subversion appear to corrupt our repository with frightening regularity. You can access the repository using anonymous subversion to svn://svn.bestpractical.com/rt/ > Thanks > > SAmuel > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Monday,03 May,2004 19:05 > To: Steven Saner > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Performance issues with reply > > > > > You don't say whether you're using MySQL or Postgres. But 3.0.11 > > > includes a pretty serious performance fix for Elements/SelectOwner. > > > I bet that will solve your problem. > > > > We are using Postgres 7.4.2. Are you recommending 3.0.11? I don't see > > that anywhere. Did you mean 3.1.11? > > Nope, I mean the next release of 3.0, which is due out soon. > > > > Steve > > > > -- > > -------------------------------------------------------------------------- > > Steven Saner Voice: 316-858-3000 > > Director of Network Operations Fax: 316-858-3001 > > Hubris Communications http://www.hubris.net > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > -- ------------------------------ Message: 7 Date: Tue, 4 May 2004 10:42:01 -0400 (EDT) From: "Chen Chang" Subject: [rt-users] rt2-to-rt3 1.23 Problem: "Couldn't create attachment" To: , Message-ID: <1036.192.168.50.13.1083681721.squirrel at webmail.glasstrinkets.com> Content-Type: text/plain; charset=iso-8859-1 Hi everyone, Trying to migrate from rt-2.0.14 on RedHat 7.2 to rt-3.0.10 on Suse 9.0 Pro. I am using rt2-to-rt3 1.23. The export from rt2 using rt-2.0-to_dumpfile was successful. However, I am experiencing problems importing into rt3 using dumpfile-to-rt3.0. Specifically, it appears the the import is having problems with binary attachments such as MS Word documents which were attached to tickets in rt2. I've seen a couple other posts with the same problem but didn't see any solutions posted in response. On the rt3 installation, I have perl-5.8.1-46, postgresql 7.3.4 installed. I am getting the following crash output: Couldn't create attachment $VAR1 = { 'Creator' => '4', 'id' => '2960', 'Subject' => '', 'Created' => '2004-01-15 19:42:47+00', 'ContentType' => 'application/msword', 'Headers' => 'Content-Type: application/msword; name="20030115_cgc_cover_letter.doc"Content-Disposition: inline; filename="20030115_cgc_cover_letter.doc" Content-Transfer-Encoding: base64 ', 'Filename' => '20030115_cgc_cover_letter.doc', 'ContentEncoding' => 'base64', 'Parent' => '2958', 'TransactionId' => '4468' }; ERROR: parser: unterminated quoted string at or near "'??????" at character 146[Tue May 4 09:49:42 2004] [crit]: Died at ../dumpfile-to-rt-3.0 line 714. (/opt/rt3/lib/RT.pm:254) ./dumpfile-to-rt-3.0 line 714. (/opt/rt3/lib/RT.pm:254) Any help would be greatly appreciated. Thanks in advance, Chen ------------------------------ Message: 8 Date: Tue, 4 May 2004 11:04:09 -0400 From: Charlie Benatti Subject: [rt-users] Ticket Extraction not working in RTFM To: RT Users Message-ID: <20040504150408.GL1609 at royal.phuct.net> Content-Type: text/plain; charset=us-ascii I've set up RTFM-2.0.3, along side of RT 3.0.10. I've set up a basic class in RTFM, with two Custom Fields, a TextSingle, and a WikiTextSingle. Any time I click on Extract Article in RT, and select some rows to be added to the article from the ticket history, in either Custom Field, the article is created with no information in the ticket. Any quick answers to this problem? Thanks. -curly -- Charlie Benatti Systems Architect * YellowBrix, Inc. curly at yellowbrix.com, 703.519.1050 ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 2, Issue 7 ************************************** From dmd at speakeasy.org Wed May 5 12:22:12 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 5 May 2004 09:22:12 -0700 (PDT) Subject: [rt-users] rt-2.0-to-dumpfile errors In-Reply-To: <20040505061815.GF41242@manor.msen.com> References: <20040505061815.GF41242@manor.msen.com> Message-ID: When I ran into similar problems a month ago, they said it was cause I had not enlargened max_allowed_packet in my.cnf . But after making that several orders of magnitude larger than the largest attachment in RT2, and starting over with the script, things still broke on the exact ticket attachment, with the exact error message. It fails really inelegantly too. Instead of just iterating over the failed attachment and going on, so the admin might be left with a working migration minus a couple of attachments, the script stops running at the error, which makes migration impossible even if one attachment fails. At some point consensus might form that even if the admin increases max_allowed_packet, a migration still can fail, and diagnosis might pick up from there. I gave up on migrating and started with a new RT3. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 5 May 2004, Michael R. Wayne wrote: > When running rt-2.0-to-dumpfile, I get a similar error on every record: > > Exporting ticket 623DBD::Pg::st execute failed: ERROR: column "requestors" does not exist at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 410. > RT::Handle=HASH(0x80f806c) couldn't execute the query 'SELECT requestors FROM Tickets WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 417. > Can't locate object method "fetchrow_array" via package "Class::ReturnValue" (perhaps you forgot to load "Class::ReturnValue"?) at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 574. > > Any ideas? I'm not about to try importing the files I got. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > From kevins at zumiez.com Wed May 5 12:52:28 2004 From: kevins at zumiez.com (Kevin Sonney) Date: Wed, 5 May 2004 09:52:28 -0700 Subject: [rt-users] Worked value not updated Message-ID: <8858F7B4353CDD4F98E28CCF88FD399201AD261B@madison> Hey, I'm having a problem with the Worked value not updating. The value is always zero after ticket creating when adding time with a comment or a resolve. RT and this feature has worked great for me so far until this issue. Here's my system info: RT 3.0.10 Redhat 9.0 Mysql 3.23.54 Apache 1.3.29 Modperl 1.28 Thanks for the help in advance. Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Wed May 5 13:07:58 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 05 May 2004 21:07:58 +0400 Subject: [rt-users] Worked value not updated In-Reply-To: <8858F7B4353CDD4F98E28CCF88FD399201AD261B@madison> References: <8858F7B4353CDD4F98E28CCF88FD399201AD261B@madison> Message-ID: <40991F6E.9060904@acronis.ru> Kevin Sonney wrote: > Hey, > > I'm having a problem with the Worked value not updating. The value is > always zero after ticket creating when adding time with a comment or a > resolve. RT and this feature has worked great for me so far until this > issue. As I see from source RT itself doesn't update ticket's time worked on transaction create and never expected to do it. You can use own scrip which do it for you. CustomScripAction: my $tt = $self->TransactionObj->TimeTaken; return 1 unless( $tt ); my $tic = $self->TicketObj; $tic->SetTimeWorked( $tic->TimeWorked + $tt ); return $tt; Best regards. Ruslan. > > Here's my system info: > > RT 3.0.10 > Redhat 9.0 > Mysql 3.23.54 > Apache 1.3.29 > Modperl 1.28 > > Thanks for the help in advance. > > Kevin > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From kevins at zumiez.com Wed May 5 13:41:14 2004 From: kevins at zumiez.com (Kevin Sonney) Date: Wed, 5 May 2004 10:41:14 -0700 Subject: [rt-users] Worked value not updated Message-ID: <8858F7B4353CDD4F98E28CCF88FD399201AD261E@madison> Just to clarify: Should RT change the worked field on Comment or Resolve? This is the functionality that used to work and now is not. Thanks. -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Wednesday, May 05, 2004 10:08 AM To: Kevin Sonney Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Worked value not updated Kevin Sonney wrote: > Hey, > > I'm having a problem with the Worked value not updating. The value is > always zero after ticket creating when adding time with a comment or a > resolve. RT and this feature has worked great for me so far until this > issue. As I see from source RT itself doesn't update ticket's time worked on transaction create and never expected to do it. You can use own scrip which do it for you. CustomScripAction: my $tt = $self->TransactionObj->TimeTaken; return 1 unless( $tt ); my $tic = $self->TicketObj; $tic->SetTimeWorked( $tic->TimeWorked + $tt ); return $tt; Best regards. Ruslan. > > Here's my system info: > > RT 3.0.10 > Redhat 9.0 > Mysql 3.23.54 > Apache 1.3.29 > Modperl 1.28 > > Thanks for the help in advance. > > Kevin > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and > Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From cubic at acronis.ru Wed May 5 14:04:56 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 05 May 2004 22:04:56 +0400 Subject: [rt-users] Worked value not updated In-Reply-To: <8858F7B4353CDD4F98E28CCF88FD399201AD261E@madison> References: <8858F7B4353CDD4F98E28CCF88FD399201AD261E@madison> Message-ID: <40992CC8.4030100@acronis.ru> Kevin Sonney wrote: > Just to clarify: > > Should RT change the worked field on Comment or Resolve? This is the > functionality that used to work and now is not. Sorry, for that I was looking in wrong place RT should update it on any transaction if it has TimeTaken. Best regards. Ruslan. > > Thanks. > > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: Wednesday, May 05, 2004 10:08 AM > To: Kevin Sonney > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Worked value not updated > > > Kevin Sonney wrote: > >>Hey, >> >>I'm having a problem with the Worked value not updating. The value is >>always zero after ticket creating when adding time with a comment or a > > >>resolve. RT and this feature has worked great for me so far until > > this > >>issue. > > As I see from source RT itself doesn't update ticket's time worked on > transaction create and never expected to do it. > > You can use own scrip which do it for you. > > CustomScripAction: > > my $tt = $self->TransactionObj->TimeTaken; > return 1 unless( $tt ); > > my $tic = $self->TicketObj; > $tic->SetTimeWorked( $tic->TimeWorked + $tt ); > return $tt; > > > > Best regards. Ruslan. > >> >>Here's my system info: >> >>RT 3.0.10 >>Redhat 9.0 >>Mysql 3.23.54 >>Apache 1.3.29 >>Modperl 1.28 >> >>Thanks for the help in advance. >> >>Kevin >> >> >>---------------------------------------------------------------------- >>-- >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>RT Developer and Administrator training is coming to LA, DC and >>Frankfurt this spring and summer. >>http://bestpractical.com/services/training.html >> >>Sign up early, as class space is limited. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From kevins at zumiez.com Wed May 5 14:14:54 2004 From: kevins at zumiez.com (Kevin Sonney) Date: Wed, 5 May 2004 11:14:54 -0700 Subject: [rt-users] Worked value not updated Message-ID: <8858F7B4353CDD4F98E28CCF88FD399201AD261F@madison> Any ideas on why this is not working? If you update this field in Jumbo view or by SQL, RT diplays the correct time. What part of the RT code changes this value, is it a scrip? I'm semi-familiar with Perl but I'm not sure where to troubleshoot next. Thanks. -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Wednesday, May 05, 2004 11:05 AM To: Kevin Sonney Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Worked value not updated Kevin Sonney wrote: > Just to clarify: > > Should RT change the worked field on Comment or Resolve? This is the > functionality that used to work and now is not. Sorry, for that I was looking in wrong place RT should update it on any transaction if it has TimeTaken. Best regards. Ruslan. > > Thanks. > > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: Wednesday, May 05, 2004 10:08 AM > To: Kevin Sonney > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Worked value not updated > > > Kevin Sonney wrote: > >>Hey, >> >>I'm having a problem with the Worked value not updating. The value is >>always zero after ticket creating when adding time with a comment or a > > >>resolve. RT and this feature has worked great for me so far until > > this > >>issue. > > As I see from source RT itself doesn't update ticket's time worked on > transaction create and never expected to do it. > > You can use own scrip which do it for you. > > CustomScripAction: > > my $tt = $self->TransactionObj->TimeTaken; > return 1 unless( $tt ); > > my $tic = $self->TicketObj; > $tic->SetTimeWorked( $tic->TimeWorked + $tt ); > return $tt; > > > > Best regards. Ruslan. > >> >>Here's my system info: >> >>RT 3.0.10 >>Redhat 9.0 >>Mysql 3.23.54 >>Apache 1.3.29 >>Modperl 1.28 >> >>Thanks for the help in advance. >> >>Kevin >> >> >>---------------------------------------------------------------------- >>-- >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>RT Developer and Administrator training is coming to LA, DC and >>Frankfurt this spring and summer. >>http://bestpractical.com/services/training.html >> >>Sign up early, as class space is limited. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and > Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From john at metalab.unc.edu Wed May 5 14:19:12 2004 From: john at metalab.unc.edu (John Reuning) Date: Wed, 05 May 2004 14:19:12 -0400 Subject: [rt-users] Contributing UI modifications Message-ID: <1083781151.20915.31.camel@cardoel.metalab.unc.edu> Is there a process for contributing customizations to the RT interface? There are a patch file and some screenshots available: http://www.ibiblio.org/john/rt-ibiblio-contrib/ Thanks, -John R. ibiblio.org From Samuel.Senoner at eurac.edu Thu May 6 02:50:40 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 6 May 2004 08:50:40 +0200 Subject: [rt-users] Worked value not updated Message-ID: <8ABC35686C73554691F3481C4023BE5E015BC1AB@abz01be.eurac.edu> So if you reply or comment to a ticket, with time worked it is not updated..... If you don't insert the description, the body of the issue it won't update, do you insert something? What do you get in the logs? Which version of RT? SAmuel From rehan at nha.co.za Thu May 6 03:50:42 2004 From: rehan at nha.co.za (Rehan van der Merwe) Date: Thu, 06 May 2004 09:50:42 +0200 Subject: [rt-users] rt2 fcgi installation Message-ID: <1083829842.2785.5.camel@rehan.nha.co.za> Hi, Does anyone have the RT2/fcgi installation/config instructions available? (I've tried fsck.com/rtfm - page still not available) Thanks, Rehan From Richard.Ellis at Sun.COM Thu May 6 04:12:47 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Thu, 06 May 2004 09:12:47 +0100 Subject: [rt-users] Re: RT Statistics Package questions In-Reply-To: <20040504160133.79FC584C29E@pallas.eruditorum.org> References: <20040504160133.79FC584C29E@pallas.eruditorum.org> Message-ID: <1083831165.64954.8.camel@sr-egmp02-04> To Install The Statistics package, simply untar it into your /local/html directory and it should set itself out properly. Kelly is working on a new build of the package, which should be released fairly shortly, family commitments and real life permitting :). This will include a lot of tweaks/enhancements over the current version. There isn't currently a proper formal installer for either *NIX or Windows but this is being looked at, hopefully in time for the next release. It would be difficult to save the graphic without going through the GUI first, but you could feasibly do it by passing the right data to the Perl module. All I can suggest right now is keep your eye out for the next version which (hopefully) may contain an alternative answer to your problem. Rik -- Rick Ellis From pwagland at allshare.nl Thu May 6 04:32:24 2004 From: pwagland at allshare.nl (Paul Wagland) Date: Thu, 06 May 2004 10:32:24 +0200 Subject: [rt-users] Best Linux distro for RT? Message-ID: I would also recommend debian... apt-get install request-tracker3 and you are done.... Thanks again Andrew and Stephen!! Cheers, Paul >>> jalgermissen at topicmapping.com 05/02 4:12 pm >>> > Mike Dent wrote: > > Hi, > I've been battling trying to get RT3 and RT2 installed on a Redhat 9.0 box, however I've > soon realised I need to update several other components to get > > it working. I cant really do this as I will break other stuff. > > So I think it is time to dedicate another box to the task. > > Q. Which is the best linux distro to install RT 3x on, with least work? I have had no problems with SuSE 9.0. Everything was just fine. Except in one installation I did I think I had to upgrade the pre-installed DBI Perl module, but that's it. Isn't the only possibly problematic requirement to have Perl >= 5.8? Can you describe what your problem is? Jan > > Thanks > > Mike > > -------------------------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring > and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From pwagland at allshare.nl Thu May 6 05:18:53 2004 From: pwagland at allshare.nl (Paul Wagland) Date: Thu, 06 May 2004 11:18:53 +0200 Subject: [rt-users] How to notify a user that their ticket has been stolen? Message-ID: Hi all, I have finally managed to get e-mail sent to notify a user if the ticket has been assigned to them. I am not sure why, but the inbuilt "On Owner Change" does not work, so I created a "User defined" condition with the following: ---- # If the field being changed in this transaction is 'Owner' # then fire off this scrip. if ($self->TransactionObj->Field eq 'Owner') { return(1); } else { return(undef); } ---- The Action is then "Notify Owner", the problem, is that this only notifies the _new_ owner, and not the _old_ owner. This means that if the ticket is stolen, then the old owner is not notified of that. Does anyone know how to fix that? Also, on a related note; I am using the Template "Global template: Owner Change" which I have slightly modified, the contents are: ---- Subject: Ticket {$Ticket->id} has been assigned to you. {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. Ticket: {$Ticket->id} Transaction: {$Transaction->Description} Queue: {$Ticket->QueueObj->Name} Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} Owner: {$Ticket->OwnerObj->Name} Old Owner: {$Transaction->OldValue} Requestors: {$Ticket->RequestorAddresses} Status: {$Ticket->Status} Ticket: <{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}> ------------------------------------------------------------------------- {$Transaction->Content()} ---- The problem is that the "Old Owner" is always a number... how do I convert that number back into a user name? Cheers, Paul From marlier at studentuniverse.com Thu May 6 06:53:21 2004 From: marlier at studentuniverse.com (Ian Marlier) Date: Thu, 06 May 2004 06:53:21 -0400 Subject: [rt-users] Not record outgoing e-mail in 3.1.8? Message-ID: RT 3.1.8 records correspondence a number of times: once when new correspondence comes in, again when it's sent out to admin CCs, and again when it's sent out to requestors. I can't figure out how to get it to record only once (at incoming, presumably). Anyone able to help? Thanks, Ian From kfh at mqsoftware.com Thu May 6 08:17:19 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 6 May 2004 07:17:19 -0500 Subject: [rt-users] exporting Statistics3 graphics Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD5845F5@mailservermn.mqsoftware.com> Dave, To do what you want, you'd have to do the queries that the stats package does to get the data, then graph it yourself. The page that shows with the table on it generates a link to a CGI program that generates the graphic, where the URL contains the data that will be graphed. So, you'd have to get the data first, then you could graph it yourself. I think there should be a way to code up a URL that will take you to a specific statistics chart, coding the queue names, time period, etc into the URL, but I'm not personally familiar enough with Mason to tell you how to do that. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Dave Dennis [mailto:dmd at speakeasy.org] > Sent: Tuesday, May 04, 2004 7:22 PM > To: RT-Users > Subject: [rt-users] exporting Statistics3 graphics > > Dear List, > > Statistics is pretty cool, but not everyone has the time to drill down > into the specific graphs. What I'd like to do is write a front-end > page that called via url string a particular graph. > > Not sure how to perform that -- the url just shows something like > http://myserver.com/Statistics/CallsQueueDay/index.html . > > How would I then pass the rest of the variables so that it would be able > to see > the graph for say 10 days' worth in the Main queue with weekends checked? > > Thanks ... I am pretty programmer illiterate when it comes to RT, not for > lack of trying but more for lack of skill with Mason / Perl. > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt > this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From JimRoss at ebcflex.com Thu May 6 09:15:32 2004 From: JimRoss at ebcflex.com (Jim Ross) Date: Thu, 6 May 2004 08:15:32 -0500 Subject: [rt-users] Contributing UI modifications Message-ID: Excellent point John. I've made some mods to our install and think it would be great to share (and learn from other's!). A couple small tweaks we made to ours include: * Adding a Take and Resolve button to tickets on the main screen. * Show a summary of tickets by owner instead of by queue * Created a listing of unassigned/unowned tickets (coming in from email) I'm sure others have made lots of similar tweaks. Is http://wiki.bestpractical.com/index.cgi?Patches the place to look for these little tweaks? JR ------------------------------ Message: 7 Date: Wed, 05 May 2004 14:19:12 -0400 From: John Reuning Subject: [rt-users] Contributing UI modifications To: rt-users at lists.bestpractical.com Message-ID: <1083781151.20915.31.camel at cardoel.metalab.unc.edu> Content-Type: text/plain Is there a process for contributing customizations to the RT interface? There are a patch file and some screenshots available: http://www.ibiblio.org/john/rt-ibiblio-contrib/ Thanks, -John R. ibiblio.org Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Thank you. From jesse at bestpractical.com Thu May 6 09:43:44 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 May 2004 09:43:44 -0400 Subject: [rt-users] Not record outgoing e-mail in 3.1.8? In-Reply-To: References: Message-ID: <20040506134344.GF25274@pallas.eruditorum.org> RT 3.1.8 was a development snapshot. You certianly shouldn't be running it in production. Later versions of 3.1 clean up the display of outgoing email messages. On Thu, May 06, 2004 at 06:53:21AM -0400, Ian Marlier wrote: > RT 3.1.8 records correspondence a number of times: once when new > correspondence comes in, again when it's sent out to admin CCs, and again > when it's sent out to requestors. I can't figure out how to get it to > record only once (at incoming, presumably). Anyone able to help? > > Thanks, > > Ian > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- From simon.wilcox at digitalcraftsmen.net Thu May 6 10:04:25 2004 From: simon.wilcox at digitalcraftsmen.net (Simon Wilcox) Date: Thu, 6 May 2004 15:04:25 +0100 (BST) Subject: [rt-users] Queue length in templates Message-ID: Hello, We've just set up a new installation of RT3 from the Debian packages. I have successfully configured the system to log new emails into a queue and autorespond to the requestor. Which was actually very straightforward, many thanks :-) What I want to do now is have the autoresponder message include the number of messages in the queue so that the requestor has some idea of how busy we are. I've searched the docs and the wiki but I can't seem to find the right recipe to retrieve the number of new & open tickets in a given queue. Can anyone help with a pointer ? Many thanks, Simon. From cubic at acronis.ru Thu May 6 10:16:50 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 06 May 2004 18:16:50 +0400 Subject: [rt-users] Queue length in templates In-Reply-To: References: Message-ID: <409A48D2.9040709@acronis.ru> Hello, Simon. This template part can help. { # This is template part that return number of tickets # with status 'open' or 'new' # in queue which current ticket belong to. my $tickets = RT::Tickets->new( $RT::SystemUser ); $tickets->Limit( FIELD => 'queue', VALUE => $Ticket->Queue ); $tickets->Limit( FIELD => 'Status', VALUE => 'open' ); $tickets->Limit( FIELD => 'Status', VALUE => 'new' ); return $tickets->Count(); } Please report back on success or error I didn't test it. Best regards. Ruslan. Simon Wilcox wrote: > Hello, > > We've just set up a new installation of RT3 from the Debian packages. I > have successfully configured the system to log new emails into a queue and > autorespond to the requestor. Which was actually very straightforward, > many thanks :-) > > What I want to do now is have the autoresponder message include the number > of messages in the queue so that the requestor has some idea of how busy > we are. > > I've searched the docs and the wiki but I can't seem to find the right > recipe to retrieve the number of new & open tickets in a given queue. > > Can anyone help with a pointer ? > > Many thanks, > > Simon. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From cubic at acronis.ru Thu May 6 11:43:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 06 May 2004 19:43:22 +0400 Subject: [rt-users] [PATCH] Search with international chars. Message-ID: <409A5D1A.6070702@acronis.ru> Hello. For those who are using RT and have problems with subj. Attached patch against DBIx::SB v0.99, but can be applied also to other versions as I think. It's not final solution, but workaround. I don't know what happens with Pg, but my friend report that he has same problem with it. You can try it too. INSTALL: tar -xzf DBIx-SearchBuilder-0.99.tar.gz cd DBIx-SearchBuilder-0.99 cat /path/to/patch | patch -p1 perl Makefile.PL && make && make test sudo make install /etc/init.d/httpd restart If you have problems with patch you can always reinstall vanilla DBix::SB. Also you can use patch to DBD::mysql instead http://marc.theaimsgroup.com/?l=msql-mysql-modules&m=108360720619287&w=2 which is proper fix and I hope it'll be included. Feedback about results is wellcome as usual. Good luck. Ruslan. From dimitry.faynerman at hypermediasystems.com Thu May 6 11:41:32 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Thu, 6 May 2004 08:41:32 -0700 Subject: [rt-users] choosing template on the fly In-Reply-To: <1083831165.64954.8.camel@sr-egmp02-04> Message-ID: <000001c43380$9ea720c0$0f01140a@DimitryFaynerman> Hello, I have several different versions (English, Japanese etc) of the "Autoreply" template. Depending on the language in user's profile I will be using different one. My question is - how do I choose which template to use on the fly. I tried to play with "on create" scrip's custom action prep code, but without any luck. Thanks, Dimitry Faynerman From grosland at mtsu.edu Thu May 6 12:12:06 2004 From: grosland at mtsu.edu (Matt Grosland) Date: Thu, 6 May 2004 11:12:06 -0500 (CDT) Subject: [rt-users] ticket creation and custom fields In-Reply-To: <20040506081256.467C184C137@pallas.eruditorum.org> Message-ID: I've been trying to create a web form that will allow our students/faculty to generate a trouble ticket. The problem is the ticket queue in question has a vital custom field that needs to be filled. These forms have fields for the custom fields that the related queue contains. The goal is to have a form that will add the custom field values in addition to creating the ticket. I'm having a heck of a time trying to figure out how to get this to work. I finally found a solution, but am looking for a better one. The solution I implemented is to have the cgi script call the ./rt binary and pass arguments from the form. Each system call to the rt binary generates some output, so I'm parsing the output to get the ticket number, then doing manual SQL calls through perl DBI to insert the custom field value. Anyone have a better solution? -Matt From MSWINKELS at UPC.NL Thu May 6 12:16:16 2004 From: MSWINKELS at UPC.NL (Swinkels, Marcel) Date: Thu, 6 May 2004 18:16:16 +0200 Subject: [rt-users] choosing template on the fly Message-ID: <90C53DCA7817FE43A26260EF4B400DAF138FE5@nlms103.upcit.ds.upc.biz> I am also looking for a way to reply manually to a ticket with a predefined text. So that when I manually review a ticket and have a standard reply available, I just can select it from a list. Somebody who has such a functionality working in RT? Regards, Marcel Swinkels chello abuse UPC Nederland mswinkels at upc.nl -----Original Message----- From: Dimitry Faynerman [mailto:dimitry.faynerman at hypermediasystems.com] Sent: donderdag 6 mei 2004 17:42 To: 'rt list' Subject: [rt-users] choosing template on the fly Hello, I have several different versions (English, Japanese etc) of the "Autoreply" template. Depending on the language in user's profile I will be using different one. My question is - how do I choose which template to use on the fly. I tried to play with "on create" scrip's custom action prep code, but without any luck. Thanks, Dimitry Faynerman From cubic at acronis.ru Thu May 6 12:53:00 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 06 May 2004 20:53:00 +0400 Subject: [rt-users] [PATCH] Search with international chars. In-Reply-To: <409A5D1A.6070702@acronis.ru> References: <409A5D1A.6070702@acronis.ru> Message-ID: <409A6D6C.9090807@acronis.ru> Ruslan U. Zakirov wrote: [snip] He-he, forgot about patch itself. Ruslan. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: dbix-utf-quote-workaround.patch URL: From sturner at MIT.EDU Thu May 6 13:07:13 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 May 2004 13:07:13 -0400 Subject: [rt-users] ticket creation and custom fields In-Reply-To: References: <20040506081256.467C184C137@pallas.eruditorum.org> Message-ID: <5.2.1.1.2.20040506130459.0248ad90@po14.mit.edu> Matt, Sounds like you need Dirk Pappe's Extract Custom Fields contrib (see http://wiki.bestpractical.com/index.cgi?ContributedScrips). Your web form would generate the appropriate email message to RT. It's working well for me. Steve At Thursday 5/6/2004 12:12 PM, Matt Grosland wrote: >I've been trying to create a web form that will allow our students/faculty >to generate a trouble ticket. The problem is the ticket queue in >question has a vital custom field that needs to be filled. These forms >have fields for the custom fields that the related queue contains. The >goal is to have a form that will add the custom field values in addition >to creating the ticket. > >I'm having a heck of a time trying to figure out how to get this to work. > >I finally found a solution, but am looking for a better one. The solution >I implemented is to have the cgi script call the ./rt binary and pass >arguments from the form. Each system call to the rt binary generates some >output, so I'm parsing the output to get the ticket number, then doing >manual SQL calls through perl DBI to insert the custom field value. > >Anyone have a better solution? > >-Matt > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt >this spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. From erik at coloradosprings.com Thu May 6 23:47:52 2004 From: erik at coloradosprings.com (Erik Boles) Date: Thu, 06 May 2004 21:47:52 -0600 Subject: [rt-users] Changing the "Example.com" header Message-ID: Okay, this is a really stupid question, and I am amazed I cannot find it anywhere. When looking at the Queue for RT, basically the first page you see after logging in, in the upper left it says: RT for example.com How do you change that example.com, a grep doesn't reveal it and I cannot find it in any of the RT3 tables. I would assume this is in the preferneces or config somewhere, but am apparently missing that as well. Thanks, Erik From m.husband at leadup.com.au Thu May 6 23:53:26 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Fri, 7 May 2004 13:53:26 +1000 Subject: [rt-users] Changing the "Example.com" header In-Reply-To: Message-ID: <001301c433e6$da756d80$8f90a8c0@internal.leadup.com.au> See the RT config file in /etc/ > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of > Erik Boles > Sent: Friday, 7 May 2004 1:48 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Changing the "Example.com" header > > > Okay, this is a really stupid question, and I am amazed I > cannot find it > anywhere. > > When looking at the Queue for RT, basically the first page > you see after > logging in, in the upper left it says: > > RT for example.com > > How do you change that example.com, a grep doesn't reveal it > and I cannot > find it in any of the RT3 tables. > > I would assume this is in the preferneces or config somewhere, but am > apparently missing that as well. > > Thanks, > > Erik > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC > and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > From Hilde.Lauvset at cc.uit.no Fri May 7 05:05:58 2004 From: Hilde.Lauvset at cc.uit.no (Hilde Therese Lauvset) Date: Fri, 7 May 2004 11:05:58 +0200 Subject: [rt-users] Problems with add new user Message-ID: Hi, We have some problems when we want to add a new user. Configuration->new user. We fill in username, email, nickname etc and set "let this user be granted rights". After pressing submit we got an internal server error and must restart apache. The new user is stored in the database thou, but he granted rights are not set. Does anyone know about this problem? --------- Hilde Therese -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Fri May 7 05:46:20 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 07 May 2004 13:46:20 +0400 Subject: [rt-users] Problems with add new user In-Reply-To: References: Message-ID: <409B5AEC.4030805@acronis.ru> Hilde Therese Lauvset wrote: > Hi, > > > > We have some problems when we want to add a new user. Configuration->new > user. We fill in username, email, nickname etc and set ?let this user be > granted rights?. After pressing submit we got an internal server error > and must restart apache. The new user is stored in the database thou, > but he granted rights are not set. 'Must restart apache' ? Does it hang? Logs? Where is logs? > > > > Does anyone know about this problem? > > > > --------- > > Hilde Therese > From mag at caravan.ru Fri May 7 06:11:39 2004 From: mag at caravan.ru (Alexey G Misurenko) Date: Fri, 7 May 2004 14:11:39 +0400 Subject: [rt-users] rt-3.0.11rc and Oracle Message-ID: <20040507141139.58e3a81d.mag@caravan.ru> Hello! I try to install RT3 at FreeBSD 4.8-RELEASE. perl 5.8.4 OCI7 ( from ports ) Oracle Database is installed at other server (in my case Linux server) configure, make install running without any errors but next step fail with next diagnostic 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(0x8d29914))...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-3.0.11rc1. Any ideas what going wrong? -- 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 Hilde.Lauvset at cc.uit.no Fri May 7 08:17:00 2004 From: Hilde.Lauvset at cc.uit.no (Hilde Therese Lauvset) Date: Fri, 7 May 2004 14:17:00 +0200 Subject: SV: [rt-users] Problems with add new user Message-ID: Hi, Apache hang for a long period before we get an internal server error. The RT log doesn't show anything. But here is the log from apache: [Fri May 07 13:48:47 2004] [error] [client 129.242.6.229] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: };, referer: http://rt.orakel.uit.no/Admin/Users/Modify.html [Fri May 07 13:48:47 2004] [error] [client 129.242.6.229] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: (/opt/rt3/lib/RT/User_Overlay.pm:241), referer: http://rt.orakel.uit.no/Admin/Users/Modify.html [Fri May 07 13:50:38 2004] [error] [client 129.242.6.229] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (30 sec), referer: http://rt.orakel.uit.no/Admin/Users/Modify.html?Create=1 [Fri May 07 13:50:38 2004] [error] [client 129.242.6.229] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi", referer: http://rt.orakel.uit.no/Admin/Users/Modify.html?Create=1 -----Opprinnelig melding----- Fra: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sendt: 7. mai 2004 11:46 Til: Hilde Therese Lauvset Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Problems with add new user Hilde Therese Lauvset wrote: > Hi, > > > > We have some problems when we want to add a new user. Configuration->new > user. We fill in username, email, nickname etc and set "let this user be > granted rights". After pressing submit we got an internal server error > and must restart apache. The new user is stored in the database thou, > but he granted rights are not set. 'Must restart apache' ? Does it hang? Logs? Where is logs? > > > > Does anyone know about this problem? > > > > --------- > > Hilde Therese > From jeany.berube at adsinc.ca Fri May 7 08:52:54 2004 From: jeany.berube at adsinc.ca (=?ISO-8859-1?Q?Jean-Yan_B=E9rub=E9?=) Date: Fri, 07 May 2004 08:52:54 -0400 Subject: [rt-users] Extract priority from email Message-ID: <409B86A6.80206@adsinc.ca> Hi Exuse me if it was already asked, but I didn't find the information. I wonder if there is a scrip available wich will "read" the priority out a a email. Here we use a template to send request, so every ticket received by RT are similar. example: Name: John Smith Priority : 1 Problem : .... I want to get the "1" and replace the default priority. Is it possible? Thank you Jean-Yan B?rub? From jesse at bestpractical.com Fri May 7 12:39:23 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 May 2004 12:39:23 -0400 Subject: [rt-users] rt-3.0.11rc and Oracle In-Reply-To: <20040507141139.58e3a81d.mag@caravan.ru> References: <20040507141139.58e3a81d.mag@caravan.ru> Message-ID: <20040507163923.GV25274@pallas.eruditorum.org> On Fri, May 07, 2004 at 02:11:39PM +0400, Alexey G Misurenko wrote: > Hello! > > I try to install RT3 at FreeBSD 4.8-RELEASE. > > perl 5.8.4 > OCI7 ( from ports ) > > Oracle Database is installed at other server (in my case > Linux server) You followed all the instructions in README.Oracle? From jwhittington at excelorant.com Fri May 7 13:05:27 2004 From: jwhittington at excelorant.com (James) Date: Fri, 07 May 2004 13:05:27 -0400 Subject: [rt-users] How to tell Mason not to process a folder? Message-ID: <1083949527.27622.24.camel@localhost.localdomain> Okay this may be kinda off topic, but I'm struggling a bit trying to figure out how to get RT and other things running on the same site. In my case I'm trying to have the helpdesk and the monitoring run from the same url. My url will be http://helpdesk.tmfloyd.com My original plan was to have RT at "/helpdesk" and nagios at "/nagios", but I was having problems getting that to work, I think mason was trying to process nagios stuff, because I would get a "404" error but would see "[Mason] Cannot resolve file to component" error in the syslog. The second plan was to let the root of the site be RT and let Nagios sit at "/nagios", but again Mason is getting in the way. How do i tell RT::Mason to load on all folders but "/nagios"?? In my virtual host definition I have tried various combinations, guess it would help if I knew regex :<). # SetHandler perl-script PerlHandler RT::Mason Any help would be appreciated. Thanks. -- _______________________________________________ James Whittington Systems Administrator Excelorant, LLC A TM Floyd Affiliate Company 1800 St. Julian Place P.O. Box 8263 Columbia, SC 29202 803.765.1310 | Phone 800.780.1170 | Toll Free 803.765.1431 | Fax jwhittington at excelorant.com _______________________________________________ From mag at caravan.ru Fri May 7 14:14:25 2004 From: mag at caravan.ru (Alexey G Misurenko) Date: Fri, 7 May 2004 22:14:25 +0400 Subject: [rt-users] rt-3.0.11rc and Oracle In-Reply-To: <20040507163923.GV25274@pallas.eruditorum.org> References: <20040507141139.58e3a81d.mag@caravan.ru> <20040507163923.GV25274@pallas.eruditorum.org> Message-ID: <20040507221425.3a3918ff.mag@caravan.ru> On Fri, 7 May 2004 12:39:23 -0400 Jesse Vincent wrote: > > > > On Fri, May 07, 2004 at 02:11:39PM +0400, Alexey G Misurenko wrote: > > Hello! > > > > I try to install RT3 at FreeBSD 4.8-RELEASE. > > > > perl 5.8.4 > > OCI7 ( from ports ) > > > > Oracle Database is installed at other server (in my case > > Linux server) > > You followed all the instructions in README.Oracle? Yes, step by step I start configure with next papameters ./configure --prefix /usr/local/rt \ --with-db-type=Oracle \ --with-db-host=fqdn_of_oracle_server \ --with-db-rt-host=fqdn_of_rt_server \ --with-db-dba=rt \ --with-db-database=develop \ --with-db-rt-user=rt \ --with-db-rt-pass=*** ... A bit of debug show that make initialize-database fail at next place of /usr/local/rt/lib/RT/User_Overlay.pm [skip] sub _BootstrapCreate { my $self = shift; my %args = (@_); [skip] $self->SUPER::Create(id => $principal_id, %args); my $id = $self->Id; #If the create failed. unless ($id) { $RT::Handle->Rollback(); print __LINE__."\n"; return ( 0, 'Could not create user' ) ; #never loc this } [skip] return ( $id, 'User created' ); } # }}} -- 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 jwhittington at excelorant.com Fri May 7 15:30:28 2004 From: jwhittington at excelorant.com (James) Date: Fri, 07 May 2004 15:30:28 -0400 Subject: [rt-users] How to tell Mason not to process a folder? In-Reply-To: <1083949527.27622.24.camel@localhost.localdomain> References: <1083949527.27622.24.camel@localhost.localdomain> Message-ID: <1083958228.27703.44.camel@localhost.localdomain> Okay I went back to my original plan of having RT at "/helpdesk" on our internal helpdesk site. Now I can sort of get to the Helpdesk, I can log on and see my tickets, but all URL references leave out /helpdesk, whereas if I click on Tickets my url links to "http://helpdesk.tmfloyd.com/Search/Listing.html" when it should link to "http://helpdesk.tmfloyd.com/helpdesk/Search/Listing.html" It's like the $WebURL isn't getting picked up.. Does the WebURL get cached somewhere, I'm not sure why the RT UI isn't fully picking it up. Under /opt/rt3/etc/RT_SiteConfig.pm I have the following Web UI info: Set($WebPath , "/helpdesk"); Set($WebBaseURL , "http://helpdesk.tmfloyd.com:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images/"); Set($LogoURL , $WebImagesURL . "rt.jpg"); My Virtual host File looks like this: ServerName helpdesk.tmfloyd.com DocumentRoot /var/www/html # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Alias /nagios/ /usr/local/nagios/share/ Alias /nagios /usr/local/nagios/share/ Alias /helpdesk/ /usr/local/rt3/share/html/ AllowOverride None Options ExecCGI order allow,deny allow from all AllowOverride AuthConfig Options None order allow,deny allow from all Thanks, James Whittington On Fri, 2004-05-07 at 13:05, James wrote: > Okay this may be kinda off topic, but I'm struggling a bit trying to > figure out how to get RT and other things running on the same site. > In my case I'm trying to have the helpdesk and the monitoring run from > the same url. > My url will be http://helpdesk.tmfloyd.com > My original plan was to have RT at "/helpdesk" and nagios at "/nagios", > but I was having problems getting that to work, I think mason was trying > to process nagios stuff, because I would get a "404" error but would see > "[Mason] Cannot resolve file to component" error in the syslog. > > The second plan was to let the root of the site be RT and let Nagios sit > at "/nagios", but again Mason is getting in the way. > > How do i tell RT::Mason to load on all folders but "/nagios"?? > > In my virtual host definition I have tried various combinations, guess > it would help if I knew regex :<). > > # > > SetHandler perl-script > PerlHandler RT::Mason > > > Any help would be appreciated. > Thanks. -- _______________________________________________ James Whittington Systems Administrator Excelorant, LLC A TM Floyd Affiliate Company 1800 St. Julian Place P.O. Box 8263 Columbia, SC 29202 803.765.1310 | Phone 800.780.1170 | Toll Free 803.765.1431 | Fax jwhittington at excelorant.com _______________________________________________ From mrz at intelenet.net Fri May 7 15:34:47 2004 From: mrz at intelenet.net (matthew zeier) Date: Fri, 7 May 2004 12:34:47 -0700 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' Message-ID: <031301c4346a$5b4283c0$88180a0a@MRZTP> I don't appear to be able to add a status of resolved into an existing search but only when I do the following steps: >From the Home page, I type in 'burick' into search box. Results come up as 0, status = open, status = new, subject like 'burick'. Add "status is resolved" [Fri May 7 12:29:14 2004] [error] [Mason] File does not exist: /opt/rt3/share/html/Listing.html Any other way of searching and I am able to add 'resolved'. On an side, on searches that do work, I get the following errors tossed into my error log: [Fri May 7 19:30:00 2004] [error]: Do not know how to thaw data with code `F' at /usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm line 542 FreezeThaw::thawScalar(0) called at /usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm line 679 FreezeThaw::thaw('FrT%3B%402%7C%250%7C%241%7C4') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 898 -- matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From rainer at ultra-secure.de Fri May 7 15:36:41 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 07 May 2004 21:36:41 +0200 Subject: [rt-users] rt-3.0.11rc and Oracle In-Reply-To: <20040507141139.58e3a81d.mag@caravan.ru> References: <20040507141139.58e3a81d.mag@caravan.ru> Message-ID: <409BE549.6000705@ultra-secure.de> Alexey G Misurenko wrote: >Hello! > >I try to install RT3 at FreeBSD 4.8-RELEASE. > >perl 5.8.4 >OCI7 ( from ports ) > >Oracle Database is installed at other server (in my case >Linux server) > >configure, make install running without any errors but >next step fail with next diagnostic > >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(0x8d29914))...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-3.0.11rc1. > > >Any ideas what going wrong? > > > > Are you sure that you can actually get a connection from FreeBSD with the oracle7-client to the linux-server ? While I understand that one might want to use FreeBSD for RT, doing so in this configuration seems a bit adventurous. http://www.setuid.de/oracle.html I use FreeBSD whenever I can, but I know the limits ;-) Rainer From jrooks at ocic.k12.ok.us Fri May 7 15:41:20 2004 From: jrooks at ocic.k12.ok.us (Jeremy Rooks) Date: Fri, 07 May 2004 14:41:20 -0500 Subject: [rt-users] Creating Scrips Message-ID: Is there some place where I can go to see sample code for creating my own scrips? Regards, Jeremy From mloftis at wgops.com Fri May 7 16:21:53 2004 From: mloftis at wgops.com (Michael Loftis) Date: Fri, 07 May 2004 14:21:53 -0600 Subject: [rt-users] How to tell Mason not to process a folder? In-Reply-To: <1083958228.27703.44.camel@localhost.localdomain> References: <1083949527.27622.24.camel@localhost.localdomain> <1083958228.27703.44.camel@localhost.localdomain> Message-ID: <568693734.1083939713@d216-220-25-60.dynip.modwest.com> Make sure to restart or reload apache otherwise changes in RT_SiteConfig.pm don't apply. --On Friday, May 07, 2004 15:30 -0400 James wrote: > Okay I went back to my original plan of having RT at "/helpdesk" on our > internal helpdesk site. > > Now I can sort of get to the Helpdesk, I can log on and see my tickets, > but all URL references leave out /helpdesk, whereas if I click on > Tickets my url links to > "http://helpdesk.tmfloyd.com/Search/Listing.html" when it should link to > "http://helpdesk.tmfloyd.com/helpdesk/Search/Listing.html" > It's like the $WebURL isn't getting picked up.. > > Does the WebURL get cached somewhere, I'm not sure why the RT UI isn't > fully picking it up. -- GPG/PGP --> 0xE736BD7E 5144 6A2D 977A 6651 DFBE 1462 E351 88B9 E736 BD7E From dmd at speakeasy.org Fri May 7 16:32:21 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Fri, 7 May 2004 13:32:21 -0700 (PDT) Subject: [rt-users] file locking for open tickets Message-ID: Dear List, If two people are working the same queue, and one person grabs a 'new' ticket, is that ticket set to 'open' with the act of viewing it in their browser? Thanks, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From dimitry.faynerman at hypermediasystems.com Fri May 7 16:49:19 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Fri, 7 May 2004 13:49:19 -0700 Subject: [rt-users] Creating Scrips In-Reply-To: Message-ID: <000201c43474$c873cee0$1f01140a@DimitryFaynerman> http://wiki.bestpractical.com/index.cgi?ContributedScrips -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeremy Rooks Sent: Friday, May 07, 2004 11:41 AM To: rt-users at lists.fsck.com Subject: [rt-users] Creating Scrips Is there some place where I can go to see sample code for creating my own scrips? Regards, Jeremy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From Rasmus.Brogger at uni-c.dk Fri May 7 18:24:57 2004 From: Rasmus.Brogger at uni-c.dk (=?ISO-8859-1?Q?Rasmus_Br=F8gger?=) Date: Sat, 08 May 2004 00:24:57 +0200 Subject: [rt-users] file locking for open tickets In-Reply-To: References: Message-ID: <409C0CB9.3020409@uni-c.dk> Dave Dennis wrote: > Dear List, > > If two people are working the same queue, and one person > grabs a 'new' ticket, is that ticket set to 'open' with > the act of viewing it in their browser? > > Thanks, > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. Why on earth didn't you just test it? :) Anyway, once you view a ticket it's status is updated from the db on loading the new page. In short yes. /rhb From cubic at acronis.ru Sat May 8 03:01:05 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 08 May 2004 11:01:05 +0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <031301c4346a$5b4283c0$88180a0a@MRZTP> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> Message-ID: <409C85B1.5030909@acronis.ru> matthew zeier wrote: > I don't appear to be able to add a status of resolved into an existing > search but only when I do the following steps: > >>From the Home page, I type in 'burick' into search box. Why do you use such strange way to search? > > Results come up as 0, status = open, status = new, subject like 'burick'. > > Add "status is resolved" > > > [Fri May 7 12:29:14 2004] [error] [Mason] File does not exist: > /opt/rt3/share/html/Listing.html ^^^^ IMHO You have file permissions problems. Apache process usually tuns under own user and this user should have access rights to RT files. Perl report such error when file doesn't exists or process doesn't have read access(may be on upper level). > > > Any other way of searching and I am able to add 'resolved'. MainLeftTabs->Tickets->NewSearch; select Status resolved; click button 'Search'. Good luck. Ruslan. From cubic at acronis.ru Sat May 8 03:11:57 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 08 May 2004 11:11:57 +0400 Subject: [rt-users] Extract priority from email In-Reply-To: <409B86A6.80206@adsinc.ca> References: <409B86A6.80206@adsinc.ca> Message-ID: <409C883D.8040407@acronis.ru> It was disscussed here many times. Please search on archives. Look on ExtractCustomFieldValues at http://wiki.bestpractical.com/index.cgi?ContributedScrips Best regards. Ruslan. PS: Guys, who use this feature, please write small note/article about it on wiki it's FAQ here all time. Jean-Yan B?rub? wrote: > Hi > > Exuse me if it was already asked, but I didn't find the information. I > wonder if there is a scrip available wich will "read" the priority out a > a email. Here we use a template to send request, so every ticket > received by RT are similar. > > example: > > Name: John Smith > > Priority : 1 > > Problem : .... > > I want to get the "1" and replace the default priority. Is it possible? > > Thank you > > Jean-Yan B?rub? > From mag at caravan.ru Sat May 8 06:37:12 2004 From: mag at caravan.ru (Alexey Misurenko) Date: Sat, 08 May 2004 14:37:12 +0400 Subject: [rt-users] rt-3.0.11rc and Oracle In-Reply-To: <409BE549.6000705@ultra-secure.de> References: <20040507141139.58e3a81d.mag@caravan.ru> <409BE549.6000705@ultra-secure.de> Message-ID: <409CB858.9080207@caravan.ru> Rainer Duffner wrote: > Alexey G Misurenko wrote: > >> Hello! >> >> I try to install RT3 at FreeBSD 4.8-RELEASE. >> >> perl 5.8.4 >> OCI7 ( from ports ) >> >> Oracle Database is installed at other server (in my case >> Linux server) >> [skip] >> Now inserting RT core system objects >> Checking for existing system user >> (RT::CurrentUser=HASH(0x8d29914))...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-3.0.11rc1. >> >> >> Any ideas what going wrong? >> >> >> >> > > Are you sure that you can actually get a connection from FreeBSD with > the oracle7-client to the linux-server ? > Ofcourse I am shure. If software on FreeBSD server can't connect to Oracle at linux-server then how tables and sequences was succesfull created %) ? > While I understand that one might want to use FreeBSD for RT, doing so > in this configuration seems a bit adventurous. > > > http://www.setuid.de/oracle.html > Thanks for link, first good description how to compile php4 with native FreeBSD OCI7 without complex tricks. -- 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 pds at skyinet.net Sat May 8 06:39:03 2004 From: pds at skyinet.net (Paul Suela) Date: Sat, 08 May 2004 18:39:03 +0800 Subject: [rt-users] Changing the "Example.com" header Message-ID: Erik, try the RT_SiteConfig.pm file... specifically the Set($rtname, 'example.com') change example.com to whatever it is you like.. the docs however say it is preferred that you use your domain name to make it unique. also, changing this when there are already live tickets tends to mess things up becoz new updates to live tickets after the change tend to lose their way in updating the correct ticket. From cubic at acronis.ru Sat May 8 07:25:02 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 08 May 2004 15:25:02 +0400 Subject: [rt-users] [ann wiki] First working rights schema for public support queues Message-ID: <409CC38E.5000103@acronis.ru> I wrote success subj. You can read it at: http://wiki.bestpractical.com/index.cgi?Rights Resent cool changes on wiki: 1) Good tip for apache config in FedoraInstallGuide 2) FAQ note about "Best suited distro for RT" Topic request: There is still uncovered FAQ "Extracting Custom Fields, priorities and etc from incoming Emails". Please, somebody take this, it would be very helpful for all. You can scan archives and group/cleanup suggestions on one page. If you are going to do it check it here so other wait for your first commit. Best regards. Ruslan. PS: wiki can slowdown ML traffic, reasking. It's good shared docs. use it, send users to it, fill it. If you see same question asked more then four times and think it'll be asked more and more then fill answer in FAQ and answer with link to requestor. From mrz at intelenet.net Sat May 8 12:43:28 2004 From: mrz at intelenet.net (matthew zeier) Date: Sat, 8 May 2004 09:43:28 -0700 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> Message-ID: <006001c4351b$975dea00$0a16160a@desktop> > matthew zeier wrote: > > I don't appear to be able to add a status of resolved into an existing > > search but only when I do the following steps: > > > >>From the Home page, I type in 'burick' into search box. > Why do you use such strange way to search? It's a quick way to search for subject items. Strange or not, it shouldn't error out like that. > > [Fri May 7 12:29:14 2004] [error] [Mason] File does not exist: > > /opt/rt3/share/html/Listing.html > ^^^^ IMHO You have file permissions problems. Apache process usually > tuns under own user and this user should have access rights to RT files. > Perl report such error when file doesn't exists or process doesn't have > read access(may be on upper level). I doubt that because I can do searchs any other way and they all use Listing.html. But to be sure, root at help2 (/opt/rt3/) 644> ls -l ./share/html/Search/Listing.html -rwxr-xr-x 1 root bin 3887 Mar 3 15:24 ./share/html/Search/Listing.html* From jesse at bestpractical.com Sat May 8 18:10:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 8 May 2004 18:10:50 -0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <006001c4351b$975dea00$0a16160a@desktop> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> Message-ID: <20040508221050.GJ25274@pallas.eruditorum.org> Matt: It sounds like you're running into the widely reported (and fixed) but in 3.0.10 with quicksearch. Give 3.0.11rc1 a shot? From stefan at kornhuber.com Sun May 9 02:40:01 2004 From: stefan at kornhuber.com (Stefan Kornhuber) Date: Sun, 09 May 2004 08:40:01 +0200 Subject: [rt-users] problem with cc in a reply Message-ID: <409DD241.30500@kornhuber.com> Hello! RT 3-0-9 I want to send one reply to a cc or bcc. So I choose reply from the menu and write the cc address in the cc field, ... Following problem: In the web frontend of rt I see following: --------------------------------------------------------------------- So 09. Mai. 2004, 08:22:45 root - Korrespondenz hinzugef?gt RT-Send-CC: cc at gmx.at test -------------------------------------------------------------------- So I think the cc recipient will get a mail from me, but the cc wont get a mail. In the syslog file I get following output ----------------------------------------------------------------- May 9 08:37:40 heinzelmaennchen RT: #1104/4611 - Scrip 24 Korrespondenz (/opt/rt3/lib/RT/Action/SendEmail.pm:92) May 9 08:37:40 heinzelmaennchen RT: sent To: stefan at kornhuber.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302) ----------------------------------------------------------------- So I think that rt doesn't use the information of the cc field. The global script uses the action "Notify Requestors and CCs" Thanks for your help. Steve From MSWINKELS at UPC.NL Sun May 9 04:44:02 2004 From: MSWINKELS at UPC.NL (Swinkels, Marcel) Date: Sun, 9 May 2004 10:44:02 +0200 Subject: [rt-users] Creating Scrips Message-ID: <90C53DCA7817FE43A26260EF4B400DAF13900A@nlms103.upcit.ds.upc.biz> Jeremy, try the following URL: http://wiki.bestpractical.com/ http://www.fsck.com/rtfm/ (currently offline?) Regards, Marcel Swinkels chello abuse UPC Nederland mswinkels at upc.nl -----Original Message----- From: Jeremy Rooks [mailto:jrooks at ocic.k12.ok.us] Sent: vrijdag 7 mei 2004 21:41 To: rt-users at lists.fsck.com Subject: [rt-users] Creating Scrips Is there some place where I can go to see sample code for creating my own scrips? Regards, Jeremy From jesse at bestpractical.com Sun May 9 13:57:29 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 9 May 2004 13:57:29 -0400 Subject: [rt-users] problem with cc in a reply In-Reply-To: <409DD241.30500@kornhuber.com> References: <409DD241.30500@kornhuber.com> Message-ID: <20040509175729.GK25274@pallas.eruditorum.org> The "Cc" and "Bcc" fields on the reply page are handled by the "Notify other recipients" scrip action. On Sun, May 09, 2004 at 08:40:01AM +0200, Stefan Kornhuber wrote: > Hello! > > RT 3-0-9 > > I want to send one reply to a cc or bcc. So I choose reply from the menu > and write the cc address in the cc field, ... > > Following problem: > In the web frontend of rt I see following: > --------------------------------------------------------------------- > So 09. Mai. 2004, 08:22:45 root - Korrespondenz hinzugef?gt > RT-Send-CC: cc at gmx.at > test > -------------------------------------------------------------------- > > So I think the cc recipient will get a mail from me, but the cc wont get > a mail. > > In the syslog file I get following output > ----------------------------------------------------------------- > May 9 08:37:40 heinzelmaennchen RT: > #1104/4611 - Scrip 24 > Korrespondenz (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > May 9 08:37:40 heinzelmaennchen RT: > sent To: > stefan at kornhuber.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302) > ----------------------------------------------------------------- > > So I think that rt doesn't use the information of the cc field. > > The global script uses the action > "Notify Requestors and CCs" > > Thanks for your help. > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt > this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- From pdh at bestpractical.com Sun May 9 20:52:55 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Sun, 9 May 2004 20:52:55 -0400 Subject: [rt-users] Changing user 'nobody' to something else In-Reply-To: References: Message-ID: <20040510005255.GA19750@pallas.eruditorum.org> Greg Deickman wrote: > Is there an easy way to change the RT system id 'nobody' to something > friendlier to the end user, like 'pending assignment'? Is it a simple > database change, or is somehow hard-coded into the perl? It's hardcoded around the place. You'd be setting yourself up for a world of pain changing that. From pdh at bestpractical.com Sun May 9 21:00:20 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Sun, 9 May 2004 21:00:20 -0400 Subject: [rt-users] FastCGI setup? In-Reply-To: <40960FBB.60309@sanbi.ac.za> References: <40960FBB.60309@sanbi.ac.za> Message-ID: <20040510010020.GB19750@pallas.eruditorum.org> Irvine Short wrote: > Jim Ross wrote: > > [Fri Apr 30 03:38:55 2004] [warn] FastCGI: server > > "/usr/local/bin/mason_handler.fcgi" restarted (pid 1784) > > Can't locate /etc/request-tracker3/RT_SiteConfig.pm in @INC (@INC Wrong permissions? fcgi being not setuid, suidperl being broken, apache suexec misconfig perhaps? > For what it's worth I get exactly the same error with Apache 1.3.29, > Perl 5.8.2 and RT 3.09 under FreeBSD 5.2.1 perl 5.8.2 will bite you in other ways, too, I expect. From pdh at bestpractical.com Sun May 9 21:03:45 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Sun, 9 May 2004 21:03:45 -0400 Subject: [rt-users] Two discrete instances of RT / same server In-Reply-To: References: Message-ID: <20040510010345.GC19750@pallas.eruditorum.org> Dave Dennis wrote: > In the interest of brevity does anybody have experience with > standing up two apache each having an instance > of RT running on the same server ? We want to have a test-config > instance, as well as our existing running instance. That's not gonna work with mod_perl. You'll want to use FastCGI or separate apache instances. Separate databases within the same MySQL instance is fine; just set $DatabaseName appropriately in each RT_SiteConfig. From pdh at bestpractical.com Sun May 9 21:08:56 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Sun, 9 May 2004 21:08:56 -0400 Subject: [rt-users] file locking for open tickets In-Reply-To: <409C0CB9.3020409@uni-c.dk> References: <409C0CB9.3020409@uni-c.dk> Message-ID: <20040510010856.GD19750@pallas.eruditorum.org> Rasmus Br?gger wrote: > Dave Dennis wrote: > >If two people are working the same queue, and one person > >grabs a 'new' ticket, is that ticket set to 'open' with > >the act of viewing it in their browser? > > Why on earth didn't you just test it? :) Apparently it's easier to ask, and get advice that might be wrong... > Anyway, once you view a ticket it's status is updated from the db on > loading the new page. In short yes. ...such as in this case. Merely viewing a ticket won't update its status. Try it and see. From pdh at bestpractical.com Sun May 9 21:48:29 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Sun, 9 May 2004 21:48:29 -0400 Subject: [rt-users] How to tell Mason not to process a folder? In-Reply-To: <568693734.1083939713@d216-220-25-60.dynip.modwest.com> References: <1083949527.27622.24.camel@localhost.localdomain> <1083958228.27703.44.camel@localhost.localdomain> <568693734.1083939713@d216-220-25-60.dynip.modwest.com> Message-ID: <20040510014829.GE19750@pallas.eruditorum.org> Michael Loftis wrote: > Make sure to restart or reload apache otherwise changes in RT_SiteConfig.pm > don't apply. Make sure to _stop_ and then _start_ apache. reload doesn't cut it, and I think some vendors' scripts do exactly that even if you ask for a "restart". From pdh at bestpractical.com Sun May 9 21:53:15 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Sun, 9 May 2004 21:53:15 -0400 Subject: [rt-users] rt2-to-rt3 1.23 Problem: "Couldn't create attachment" In-Reply-To: <1036.192.168.50.13.1083681721.squirrel@webmail.glasstrinkets.com> References: <1036.192.168.50.13.1083681721.squirrel@webmail.glasstrinkets.com> Message-ID: <20040510015315.GF19750@pallas.eruditorum.org> Chen Chang wrote: > perl-5.8.1-46, postgresql 7.3.4 installed. > > ERROR: parser: unterminated quoted string at or near "'??????" at > character 146[Tue May 4 09:49:42 2004] [crit]: Died at > ./dumpfile-to-rt-3.0 line 714. (/opt/rt3/lib/RT.pm:254) perl 5.8.1 has major unicode handling bugs that might well cause this. 5.8.3 or better is now required. From pdh at bestpractical.com Sun May 9 22:13:11 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Sun, 9 May 2004 22:13:11 -0400 Subject: [rt-users] rt-2.0-to-dumpfile errors In-Reply-To: References: <20040505061815.GF41242@manor.msen.com> Message-ID: <20040510021311.GG19750@pallas.eruditorum.org> Dave Dennis wrote: > When I ran into similar problems a month ago, they said it was cause > I had not enlargened max_allowed_packet in my.cnf . Actually, your problem was completely different, involving the 3.0 import, not the 2.0 export. > It fails really inelegantly too. Instead of just iterating over the failed > attachment and going on, so the admin might be left with a working migration > minus a couple of attachments, the script stops running at the error, > which makes migration impossible even if one attachment fails. The failed attachment is a sign of deeper damage. Not fixing that is likely to bite you in other ways, too. There are at least two problems I can think of that cause attachment creation to fail: 1. max_allowed_packet being too small 2. old version of perl with character encoding bugs either of those will cause pain if not addressed, regardless of how attachments are handled at import. When would you rather disover the damage -- at import, or 6 months down the track? From pdh at bestpractical.com Sun May 9 22:14:24 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Sun, 9 May 2004 22:14:24 -0400 Subject: [rt-users] rt-2.0-to-dumpfile errors In-Reply-To: <20040505061815.GF41242@manor.msen.com> References: <20040505061815.GF41242@manor.msen.com> Message-ID: <20040510021424.GH19750@pallas.eruditorum.org> Michael R. Wayne wrote: > RT::Handle=HASH(0x80f806c) couldn't execute the query 'SELECT requestors FROM Tickets WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 417. > Can't locate object method "fetchrow_array" via package "Class::ReturnValue" (perhaps you forgot to load "Class::ReturnValue"?) at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm line 574. That's interesting. What versions of RT, rt2-to-rt3, and Class::ReturnValue do you have? From dswan at ceh.ac.uk Mon May 10 03:53:52 2004 From: dswan at ceh.ac.uk (Dan Swan) Date: Mon, 10 May 2004 08:53:52 +0100 Subject: [rt-users] Exim3, RT3, pipes and errors Message-ID: <409F3510.9050906@ceh.ac.uk> Hi All, Had fun this weekend trying to get exim3/rt3 (debian packages) playing together nicely. The rt3 database is ported from rt2 using the scripts available, the pipe commands for exim for the queues were taken directly from aliases file from the previous server (running postfix). Exim is happily accepting and delivering mail to local users and also using pipes to deliver mail to mailman run lists. The error coming back from RT is something along the lines of: The address to which the message has not yet been delivered is: pipe to |/usr/bin/rt-mailgate --queue developers --action correspond --url http://etc.etc.etc.ac.uk/ --debug generated by developers at etc.etc.etc.ac.uk Delay reason: Child process of address_pipe transport returned 75 (could mean temporary error) from command: /usr/bin/rt-mailgate So far we have tried straight pipes, no fancy stuff in exim.conf, then shortcut RT hacks in the exim.conf and also the shortcuts "hack" described first on: http://marc.free.net.ph/mbox/20030718.124547.fdd65678.txt I've been googling furiously for any answers, and I'm really stumped. the only thing I can think of is that the pipe transport needs separate users specified for pipes to mailman and pipes to rt3 - does this sound reasonable? Has anyone else come across this problem? Would my time be wisely invested building exim4 from source, installing postfix, or god forbid, going back to sendmail which I am at least vaguely familiar with configuring.. regards, Dan -- Dr Dan Swan - Bio-Linux Developer | RHCE EGTDC, CEH, Mansfield Road, Oxford, OX1 3SR Tel: 01865 281 658 Fax: 01865 281 696 http://envgen.nox.ac.uk/ | dswan at ceh.ac.uk From Samuel.Senoner at eurac.edu Mon May 10 04:31:10 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 10 May 2004 10:31:10 +0200 Subject: [rt-users] RE: [Rt-devel] Problems with add new user in rt 3.0.10 Message-ID: <8ABC35686C73554691F3481C4023BE5E015BC2BB@abz01be.eurac.edu> Activate debug level logging in RT, restart apache and look again what error it gives to you. SAmuel _____ From: Hilde Therese Lauvset [mailto:Hilde.Lauvset at cc.uit.no] Sent: Friday,07 May,2004 14:21 To: Senoner Samuel Subject: SV: [Rt-devel] Problems with add new user in rt 3.0.10 Ok, I'm sorry. The rt log doesn't show anything special when this problem accure. Hilde -----Opprinnelig melding----- Fra: rt-devel-bounces at lists.bestpractical.com [mailto:rt-devel-bounces at lists.bestpractical.com] P? vegne av Senoner Samuel Sendt: 7. mai 2004 11:13 Til: Hilde Therese Lauvset; rt-devel at lists.bestpractical.com Emne: RE: [Rt-devel] Problems with add new user in rt 3.0.10 please don't post this to devel......... What error do you get in rt log? sAMuel _____ From: Hilde Therese Lauvset [mailto:Hilde.Lauvset at cc.uit.no] Sent: Friday,07 May,2004 11:07 To: rt-devel at lists.bestpractical.com Subject: [Rt-devel] Problems with add new user in rt 3.0.10 Hi, We have some problems when we want to add a new user. Configuration->new user. We fill in username, email, nickname etc and set "let this user be granted rights". After pressing submit we got an internal server error and must restart apache. The new user is stored in the database thou, but he granted rights are not set. Does anyone know about this problem? --------- Hilde Therese -------------- next part -------------- An HTML attachment was scrubbed... URL: From Samuel.Senoner at eurac.edu Mon May 10 05:47:17 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 10 May 2004 11:47:17 +0200 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' Message-ID: <8ABC35686C73554691F3481C4023BE5E015BC2D5@abz01be.eurac.edu> If you want to have a quick way to search for ticket subjects and get also stalled and resolved states, here a diff to rt 3.0.4, it should also work for 3.0.10: --- index.htmlre2003-07-29 11:26:32.000000000 +0200/share/request-tracker3/html/i +++ /usr/local/share/request-tracker3/html/index.html 2004-01-20 18:40:36.000000000 +0100 @@ -63,7 +63,7 @@ # only. # $session{'tickets'}->LimitStatus( VALUE => $_, - OPERATOR => '=', ) for qw(open new); + OPERATOR => '=', ) for qw(open new stalled resolved); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { Samuel From Mike.Frazer at ipay.com Mon May 10 09:27:00 2004 From: Mike.Frazer at ipay.com (Mike.Frazer at ipay.com) Date: Mon, 10 May 2004 09:27:00 -0400 Subject: [rt-users] SuperUser right not working? Message-ID: I've placed a few users in a "Management" group and assigned DelegateRights, ModifyACL and AdminUsers rights to the group. I couldn't grant rights to any new users with any user in the group. So I gave the group SuperUser and still got the same results. I then went and assigned all these rights to the individual users. It still doesn't work. I'm currently running 3.0.2. I know the first response would naturally be to upgrade, but 3.0.2 has been running smooth as silk for us and we don't want to mess with it. However, this sounds like a bug to me. Is it a known issue with this version? Is there a way to fix it without upgrading at the current time? Thanks Mike Frazer Web Production Support Specialist IPS Solutions, LLC Office: 302-221-6016 Cell: 302-420-7567 E-Mail: mike.frazer at ipay.com From murple at murple.net Mon May 10 11:39:39 2004 From: murple at murple.net (Craig Schenk) Date: Mon, 10 May 2004 11:39:39 -0400 Subject: [rt-users] problem with cc in a reply In-Reply-To: <20040509175729.GK25274@pallas.eruditorum.org> References: <409DD241.30500@kornhuber.com> <20040509175729.GK25274@pallas.eruditorum.org> Message-ID: <20040510113939.6a60e58d.murple@murple.net> On Sun, 9 May 2004 13:57:29 -0400 Jesse Vincent wrote: > The "Cc" and "Bcc" fields on the reply page are handled by the "Notify > other recipients" scrip action. In theory that's the case, but I've never seen it actually work. Is there some trick to it? This was one of the biggest complaints for our users, and I ended up putting a hack in the code to do something like this (posted to rt-users a few weeks back). I've tried a variety of on whatever notify other recipients with various templates scrips, and none of those ever do anything at all. Various debug reports have been sent to the list in the past few months about this issue too, and should be in the archives. If there is some way to get this working, that would be fantastic because the hack we have in place is very ugly. I'd love to take that out and do things the proper RT way. From Samuel.Senoner at eurac.edu Mon May 10 11:42:42 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 10 May 2004 17:42:42 +0200 Subject: [rt-users] problem with cc in a reply Message-ID: <8ABC35686C73554691F3481C4023BE5E015BC314@abz01be.eurac.edu> I can confirm that users in cc in single replies get notified if you have a scrip on correspondence notify other recipient... So it should work. Samuel From ah30 at harrisonfamily.com Mon May 10 11:52:43 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Mon, 10 May 2004 11:52:43 -0400 Subject: [rt-users] Upgrade issues 3.0.6 -> 3.0.10 [long] Message-ID: <20040510115243.11893b6d@andy> When I upgrade RT 3.0.6, it seems to go smoothly at first, but the instant I try to pull up an actual ticket, I get: System error error: Can't locate object method "Columns" via package "RT::Attachments" at /usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14. context: ... 10: 11: 12: my $attachments = RT::Attachments->new( $session{'CurrentUser'} ); 13: 14: $attachments->Columns( qw( Id Filename ContentType Headers Subject Parent ContentEncoding ContentType TransactionId Created)); 15: 16: if ( $Ticket->CurrentUserHasRight('ShowTicket') ) { 17: my $transactions = $attachments->NewAlias('Transactions'); 18: $attachments->Join( ALIAS1 => 'main', ... code stack: /usr/local/rt3/share/html/Ticket/Elements/FindAttachments:14 /usr/local/rt3/share/html/Ticket/Display.html:118 /usr/local/rt3/share/html/autohandler:196 raw error Can't locate object method "Columns" via package "RT::Attachments" at /usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14. Trace begun at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "Columns" via package "RT::Attachments" at /usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14.^J') called at /usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xa32b59c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa32b62c)', 'Ticket', 'RT::Ticket=HASH(0xa32b59c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057 eval {...}('HTML::Mason::Component::FileBased=HASH(0xa32b62c)', 'Ticket', 'RT::Ticket=HASH(0xa32b59c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0xa32b59c)') called at /usr/local/rt3/share/html/Ticket/Display.html line 118 HTML::Mason::Commands::__ANON__('id', 4250, 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa27a50c)', 'id', 4250, 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062 eval {...}('HTML::Mason::Component::FileBased=HASH(0xa27a50c)', 'id', 4250, 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 HTML::Mason::Request::comp(undef, undef, 'id', 4250, 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 752 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa1138a4)', 'id', 4250) called at /usr/local/rt3/share/html/autohandler line 196 HTML::Mason::Commands::__ANON__('id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa1f7c28)', 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057 eval {...}('HTML::Mason::Component::FileBased=HASH(0xa1f7c28)', 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 HTML::Mason::Request::comp(undef, undef, undef, 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331 eval {...}(undef, undef, undef, 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331 eval {...}(undef, undef, undef, 'id', 4250) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa1138a4)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0xa1138a4)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa1138a4)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa115a6c)', 'Apache=SCALAR(0xa112e38)') called at /usr/local/rt3/bin/webmux.pl line 138 eval {...}('HTML::Mason::ApacheHandler=HASH(0xa115a6c)', 'Apache=SCALAR(0xa112e38)') called at /usr/local/rt3/bin/webmux.pl line 138 RT::Mason::handler('Apache=SCALAR(0xa112e38)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0xa112e38)') called at /dev/null line 0 One other odd thing is that it's using /usr/local/lib/perl5/site_perl/5.8.0 when I've explicitly specified that it should be using /usr/local/rt3/perl/lib/site_perl/5.8.2/i386-freebsd for it's perl version. FreeBSD 4.9-RELEASE-p4 perl-5.8.2_5 apache-1.3.28 PostgreSQL 7.3.2 rt-3.0.6 (389)[11:46am] # /usr/local/rt3/perl/bin/perl sbin/rt-test-dependencies --with-postgresql --with-fastcgi | grep -i missing (390)[11:46am] # (392)[11:48am] # grep PERL /usr/local/sbin/apachectl export PERL5LIB=/usr/local/rt3/perl/lib/site_perl/5.8.2/i386-freebsd:/usr/local/rt3/perl/lib/site_perl (393)[11:48am] # grep PERL /usr/local/etc/rc.d/apache.sh export PERL5LIB=/usr/local/rt3/perl/lib/site_perl/5.8.2/i386-freebsd:/usr/local/rt3/perl/lib/site_perl (394)[11:50am] # Any ideas? -- Andy Harrison From cubic at acronis.ru Mon May 10 12:06:41 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 10 May 2004 20:06:41 +0400 Subject: [rt-users] Upgrade issues 3.0.6 -> 3.0.10 [long] In-Reply-To: <20040510115243.11893b6d@andy> References: <20040510115243.11893b6d@andy> Message-ID: <409FA891.7080905@acronis.ru> You should install latest DBIx::SearchBuilder. When you upgrade don't forget about test-dependencies. Best regards, Ruslan. Andy Harrison wrote: > When I upgrade RT 3.0.6, it seems to go smoothly at first, but the instant I > try to pull up an actual ticket, I get: > > System error > error: Can't locate object method "Columns" via package > "RT::Attachments" at > /usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14. > context: > ... > 10: > 11: > 12: my $attachments = RT::Attachments->new( $session{'CurrentUser'} ); > 13: > 14: $attachments->Columns( qw( Id Filename ContentType Headers Subject > Parent ContentEncoding ContentType TransactionId Created)); > 15: > 16: if ( $Ticket->CurrentUserHasRight('ShowTicket') ) { > 17: my $transactions = $attachments->NewAlias('Transactions'); > 18: $attachments->Join( ALIAS1 => 'main', > ... > code stack: /usr/local/rt3/share/html/Ticket/Elements/FindAttachments:14 > /usr/local/rt3/share/html/Ticket/Display.html:118 > /usr/local/rt3/share/html/autohandler:196 > raw error > > > > > > Can't locate object method "Columns" via package > "RT::Attachments" at > /usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14. > > > Trace begun at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > "Columns" via package "RT::Attachments" at > /usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14.^J') > called at /usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14 > HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xa32b59c)') > called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm > line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa32b62c)', > 'Ticket', 'RT::Ticket=HASH(0xa32b59c)') called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057 > eval {...}('HTML::Mason::Component::FileBased=HASH(0xa32b62c)', > 'Ticket', 'RT::Ticket=HASH(0xa32b59c)') called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 > HTML::Mason::Request::comp(undef, undef, 'Ticket', > 'RT::Ticket=HASH(0xa32b59c)') called at > /usr/local/rt3/share/html/Ticket/Display.html line 118 > HTML::Mason::Commands::__ANON__('id', 4250, 'id', 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa27a50c)', > 'id', 4250, 'id', 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062 > eval {...}('HTML::Mason::Component::FileBased=HASH(0xa27a50c)', 'id', > 4250, 'id', 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 > HTML::Mason::Request::comp(undef, undef, 'id', 4250, 'id', 4250) called > at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 752 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa1138a4)', > 'id', 4250) called at /usr/local/rt3/share/html/autohandler line 196 > HTML::Mason::Commands::__ANON__('id', 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa1f7c28)', > 'id', 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057 > eval {...}('HTML::Mason::Component::FileBased=HASH(0xa1f7c28)', 'id', > 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 > HTML::Mason::Request::comp(undef, undef, undef, 'id', 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331 > eval {...}(undef, undef, undef, 'id', 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331 > eval {...}(undef, undef, undef, 'id', 4250) called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa1138a4)') > called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0xa1138a4)') called > at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa1138a4)') > called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa115a6c)', > 'Apache=SCALAR(0xa112e38)') called at /usr/local/rt3/bin/webmux.pl line 138 > eval {...}('HTML::Mason::ApacheHandler=HASH(0xa115a6c)', > 'Apache=SCALAR(0xa112e38)') called at /usr/local/rt3/bin/webmux.pl line 138 > RT::Mason::handler('Apache=SCALAR(0xa112e38)') called at /dev/null line 0 > eval {...}('Apache=SCALAR(0xa112e38)') called at /dev/null line 0 > > > > > One other odd thing is that it's using > /usr/local/lib/perl5/site_perl/5.8.0 when I've explicitly specified > that it should be using > /usr/local/rt3/perl/lib/site_perl/5.8.2/i386-freebsd for it's perl > version. > > FreeBSD 4.9-RELEASE-p4 > perl-5.8.2_5 > apache-1.3.28 > PostgreSQL 7.3.2 > rt-3.0.6 > > (389)[11:46am] # /usr/local/rt3/perl/bin/perl sbin/rt-test-dependencies --with-postgresql --with-fastcgi | grep -i missing > (390)[11:46am] # > > (392)[11:48am] # grep PERL /usr/local/sbin/apachectl > export PERL5LIB=/usr/local/rt3/perl/lib/site_perl/5.8.2/i386-freebsd:/usr/local/rt3/perl/lib/site_perl > (393)[11:48am] # grep PERL /usr/local/etc/rc.d/apache.sh > export PERL5LIB=/usr/local/rt3/perl/lib/site_perl/5.8.2/i386-freebsd:/usr/local/rt3/perl/lib/site_perl > (394)[11:50am] # > > > Any ideas? > > From muncus at ccs.neu.edu Mon May 10 12:06:37 2004 From: muncus at ccs.neu.edu (Marc Dougherty) Date: Mon, 10 May 2004 12:06:37 -0400 Subject: [rt-users] CurrentUser in ticket query language? Message-ID: <20040510160637.GG17934@atlantis.ccs.neu.edu> I've been writing a few shell aliases for the RT CLI, and i was wondering if the query language has a way to represent the currently authenticated user. I'm at a site that uses an apache module for authentication, and this module munges the username (by appending the domain). When using the CLI, this means that RTUSER='muncus' does not produce the desired result when searching for tickets where "Owner=$RTUSER". However, specifying the domain causes authentication to fail. The right thing to do is probably allow the apache module to deal with both types of username, but if RT had a way of referencing the current user, i could see it being useful in other situations as well. --Marc. -- Marc "Muncus" Dougherty Packet Ninja Northeastern University College of Computer and Information Science From ah30 at harrisonfamily.com Mon May 10 12:48:32 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Mon, 10 May 2004 12:48:32 -0400 Subject: [rt-users] Upgrade issues 3.0.6 -> 3.0.10 [long] In-Reply-To: <409FA891.7080905@acronis.ru> References: <20040510115243.11893b6d@andy> <409FA891.7080905@acronis.ru> Message-ID: <20040510124832.75b06f6e@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Mon, 10 May 2004 20:06:41 +0400, Ruslan U. Zakirov wrote Subject: "Re: [rt-users] Upgrade issues 3.0.6 -> 3.0.10 [long]" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > You should install latest DBIx::SearchBuilder. > When you upgrade don't forget about test-dependencies. I have the latest version installed, however, since it is pulling Mason from the wrong path, it is highly likely it is pulling DBIx::SearchBuilder from the wrong path also. I upgraded the version in the wrong path so it least the upgrade should be able to proceed until I can figure out why it's pulling from the wrong path in the first place... -- Andy Harrison (full headers for details) From cubic at acronis.ru Mon May 10 13:05:42 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 10 May 2004 21:05:42 +0400 Subject: [rt-users] Upgrade issues 3.0.6 -> 3.0.10 [long] In-Reply-To: <20040510124832.75b06f6e@andy> References: <20040510115243.11893b6d@andy> <409FA891.7080905@acronis.ru> <20040510124832.75b06f6e@andy> Message-ID: <409FB666.6050901@acronis.ru> I think you forgot to point that you also have upgraded perl, have you? mod_perl binds to perl version and even if you upgrade it, mod_perl fetch modules from old paths so you have to rebuild mod_perl against new perl version. Or use old perl interpreter to install modules, for eg: perl5.8.0 -e 'install DBIx::SearchBuilder' -MCPAN But you want perl5.8.3, I hope you saw discussions about issues. If you have RPM system you can try perl from Fedora. I use it in out production and it's good enought. Good luck. Ruslan. Andy Harrison wrote: > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Mon, 10 May 2004 20:06:41 +0400, Ruslan U. Zakirov wrote > Subject: "Re: [rt-users] Upgrade issues 3.0.6 -> 3.0.10 [long]" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > >> You should install latest DBIx::SearchBuilder. >> When you upgrade don't forget about test-dependencies. > > > I have the latest version installed, however, since it is pulling > Mason from the wrong path, it is highly likely it is pulling > DBIx::SearchBuilder from the wrong path also. I upgraded the version in > the wrong path so it least the upgrade should be able to proceed until > I can figure out why it's pulling from the wrong path in the first > place... > > From cubic at acronis.ru Mon May 10 13:30:30 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 10 May 2004 21:30:30 +0400 Subject: [rt-users] Upgrade issues 3.0.6 -> 3.0.10 [long] In-Reply-To: <409FB666.6050901@acronis.ru> References: <20040510115243.11893b6d@andy> <409FA891.7080905@acronis.ru> <20040510124832.75b06f6e@andy> <409FB666.6050901@acronis.ru> Message-ID: <409FBC36.7040201@acronis.ru> Sorry, you have FreeBSD and I didn't read full message til end. I don't know why apache/mod_perl don't use env variable that you set. you can try 'use libs qw(...)' in webmux.pl Ruslan U. Zakirov wrote: > I think you forgot to point that you also have upgraded perl, have you? > > mod_perl binds to perl version and even if you upgrade it, mod_perl > fetch modules from old paths so you have to rebuild mod_perl against new > perl version. Or use old perl interpreter to install modules, for eg: > perl5.8.0 -e 'install DBIx::SearchBuilder' -MCPAN > > But you want perl5.8.3, I hope you saw discussions about issues. > If you have RPM system you can try perl from Fedora. I use it in out > production and it's good enought. > > Good luck. Ruslan. > > Andy Harrison wrote: > >> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >> On Mon, 10 May 2004 20:06:41 +0400, Ruslan U. Zakirov wrote >> Subject: "Re: [rt-users] Upgrade issues 3.0.6 -> 3.0.10 [long]" >> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >> >> >>> You should install latest DBIx::SearchBuilder. >>> When you upgrade don't forget about test-dependencies. >> >> >> >> I have the latest version installed, however, since it is pulling >> Mason from the wrong path, it is highly likely it is pulling >> DBIx::SearchBuilder from the wrong path also. I upgraded the version in >> the wrong path so it least the upgrade should be able to proceed until >> I can figure out why it's pulling from the wrong path in the first >> place... >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and > Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From jesse at bestpractical.com Mon May 10 13:41:56 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 May 2004 13:41:56 -0400 Subject: [rt-users] problem with cc in a reply In-Reply-To: <20040510113939.6a60e58d.murple@murple.net> References: <409DD241.30500@kornhuber.com> <20040509175729.GK25274@pallas.eruditorum.org> <20040510113939.6a60e58d.murple@murple.net> Message-ID: <20040510174156.GU25274@pallas.eruditorum.org> On Mon, May 10, 2004 at 11:39:39AM -0400, Craig Schenk wrote: > On Sun, 9 May 2004 13:57:29 -0400 Jesse Vincent wrote: > > The "Cc" and "Bcc" fields on the reply page are handled by the "Notify > > other recipients" scrip action. > > In theory that's the case, but I've never seen it actually work. Is there some > trick to it? This was one of the biggest complaints for our users, and I ended > up putting a hack in the code to do something like this (posted to rt-users > a few weeks back). Through 3.0.10, there's an issue with multi-line RT-Send-Cc and RT-Send-Bcc headers. It's fixed in 3.0.11rc1. -- From mrz at intelenet.net Mon May 10 13:53:04 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 10 May 2004 10:53:04 -0700 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> Message-ID: <001701c436b7$a4d95c80$88180a0a@MRZTP> Tried 3.0.11rc1, same problem. Let me know what sort of info you'll need to help debug this. > > Matt: > > It sounds like you're running into the widely reported (and fixed) but > in 3.0.10 with quicksearch. Give 3.0.11rc1 a shot? > From jesse at bestpractical.com Mon May 10 13:52:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 May 2004 13:52:32 -0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <001701c436b7$a4d95c80$88180a0a@MRZTP> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> Message-ID: <20040510175232.GW25274@pallas.eruditorum.org> On Mon, May 10, 2004 at 10:53:04AM -0700, matthew zeier wrote: > Tried 3.0.11rc1, same problem. Let me know what sort of info you'll need to > help debug this. > > Can you give us a step by step walkthrough of what you did and what the results were on 3.0.11rc1? From cubic at acronis.ru Mon May 10 14:26:31 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 10 May 2004 22:26:31 +0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <20040510175232.GW25274@pallas.eruditorum.org> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> Message-ID: <409FC957.7020605@acronis.ru> I didn't catch that error is 'file not found'. Jesse, I can confirm that error is in 3.0.HEAD and not in 3.0.9 Step to reproduce: quik search for 'test', it s return 0 tickets and strange condition: Status = open [delete] Queue = test [delete] Status = new [delete] With
Hm. Jesse Vincent wrote: > > > > On Mon, May 10, 2004 at 10:53:04AM -0700, matthew zeier wrote: > >>Tried 3.0.11rc1, same problem. Let me know what sort of info you'll need to >>help debug this. >> >> > > Can you give us a step by step walkthrough of what you did and what the > results were on 3.0.11rc1? From jesse at bestpractical.com Mon May 10 14:34:37 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 May 2004 14:34:37 -0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <409FC957.7020605@acronis.ru> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> <409FC957.7020605@acronis.ru> Message-ID: <20040510183437.GY25274@pallas.eruditorum.org> > With Grr. There was a patch for that. Terribly sorry about it. It'll be in RC2. > Hm. > > Jesse Vincent wrote: > > > > > > > > >On Mon, May 10, 2004 at 10:53:04AM -0700, matthew zeier wrote: > > > >>Tried 3.0.11rc1, same problem. Let me know what sort of info you'll need > >>to > >>help debug this. > >> > >> > > > >Can you give us a step by step walkthrough of what you did and what the > >results were on 3.0.11rc1? -- From cubic at acronis.ru Mon May 10 14:49:26 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 10 May 2004 22:49:26 +0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <20040510183437.GY25274@pallas.eruditorum.org> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> <409FC957.7020605@acronis.ru> <20040510183437.GY25274@pallas.eruditorum.org> Message-ID: <409FCEB6.3040008@acronis.ru> Just in case does this patch fix condition 'queue = test'? It should be 'Subject like/= test'. Jesse Vincent wrote: > >>With > > > Grr. There was a patch for that. Terribly sorry about it. It'll be in > RC2. > > >>Hm. >> >>Jesse Vincent wrote: >> >> >>> >>> >>>On Mon, May 10, 2004 at 10:53:04AM -0700, matthew zeier wrote: >>> >>> >>>>Tried 3.0.11rc1, same problem. Let me know what sort of info you'll need >>>>to >>>>help debug this. >>>> >>>> >>> >>>Can you give us a step by step walkthrough of what you did and what the >>>results were on 3.0.11rc1? > > From jesse at bestpractical.com Mon May 10 14:45:53 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 May 2004 14:45:53 -0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <409FCEB6.3040008@acronis.ru> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> <409FC957.7020605@acronis.ru> <20040510183437.GY25274@pallas.eruditorum.org> <409FCEB6.3040008@acronis.ru> Message-ID: <20040510184553.GZ25274@pallas.eruditorum.org> On Mon, May 10, 2004 at 10:49:26PM +0400, Ruslan U. Zakirov wrote: > Just in case does this patch fix condition 'queue = test'? It should be > 'Subject like/= test'. Do you have a queue called "test"? > > > Jesse Vincent wrote: > > > >>With > > > > > >Grr. There was a patch for that. Terribly sorry about it. It'll be in > >RC2. > > > > > >>Hm. > >> > >>Jesse Vincent wrote: > >> > >> > >>> > >>> > >>>On Mon, May 10, 2004 at 10:53:04AM -0700, matthew zeier wrote: > >>> > >>> > >>>>Tried 3.0.11rc1, same problem. Let me know what sort of info you'll > >>>>need to > >>>>help debug this. > >>>> > >>>> > >>> > >>>Can you give us a step by step walkthrough of what you did and what the > >>>results were on 3.0.11rc1? > > > > -- From cubic at acronis.ru Mon May 10 14:54:55 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 10 May 2004 22:54:55 +0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <20040510184553.GZ25274@pallas.eruditorum.org> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> <409FC957.7020605@acronis.ru> <20040510183437.GY25274@pallas.eruditorum.org> <409FCEB6.3040008@acronis.ru> <20040510184553.GZ25274@pallas.eruditorum.org> Message-ID: <409FCFFF.9000607@acronis.ru> yes, I have. Is it feature? Jesse Vincent wrote: > > > On Mon, May 10, 2004 at 10:49:26PM +0400, Ruslan U. Zakirov wrote: > >>Just in case does this patch fix condition 'queue = test'? It should be >>'Subject like/= test'. > > > Do you have a queue called "test"? > > >> >>Jesse Vincent wrote: >> >>>>With >>> >>> >>>Grr. There was a patch for that. Terribly sorry about it. It'll be in >>>RC2. >>> >>> >>> >>>>Hm. >>>> >>>>Jesse Vincent wrote: >>>> >>>> >>>> >>>>> >>>>>On Mon, May 10, 2004 at 10:53:04AM -0700, matthew zeier wrote: >>>>> >>>>> >>>>> >>>>>>Tried 3.0.11rc1, same problem. Let me know what sort of info you'll >>>>>>need to >>>>>>help debug this. >>>>>> >>>>>> >>>>> >>>>>Can you give us a step by step walkthrough of what you did and what the >>>>>results were on 3.0.11rc1? >>> >>> > From jesse at bestpractical.com Mon May 10 14:52:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 May 2004 14:52:32 -0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <409FCFFF.9000607@acronis.ru> References: <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> <409FC957.7020605@acronis.ru> <20040510183437.GY25274@pallas.eruditorum.org> <409FCEB6.3040008@acronis.ru> <20040510184553.GZ25274@pallas.eruditorum.org> <409FCFFF.9000607@acronis.ru> Message-ID: <20040510185232.GA25274@pallas.eruditorum.org> On Mon, May 10, 2004 at 10:54:55PM +0400, Ruslan U. Zakirov wrote: > yes, I have. Is it feature? As I recall the logic, if you type in an integer, it finds that ticket. if you type in something that looks like an email address, it finds new and open tickets from that user. If you type in a queue name, it shows new and open tickets in that queue otherwise, it shows tickets whose subjects match that string . From cubic at acronis.ru Mon May 10 15:03:32 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 10 May 2004 23:03:32 +0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <20040510185232.GA25274@pallas.eruditorum.org> References: <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> <409FC957.7020605@acronis.ru> <20040510183437.GY25274@pallas.eruditorum.org> <409FCEB6.3040008@acronis.ru> <20040510184553.GZ25274@pallas.eruditorum.org> <409FCFFF.9000607@acronis.ru> <20040510185232.GA25274@pallas.eruditorum.org> Message-ID: <409FD204.40504@acronis.ru> This button really need JS popup with info near or html title that describe it. It's more magicsearch then just quick :) Jesse Vincent wrote: > > > On Mon, May 10, 2004 at 10:54:55PM +0400, Ruslan U. Zakirov wrote: > >>yes, I have. Is it feature? > > > > As I recall the logic, > if you type in an integer, it finds that ticket. > if you type in something that looks like an email address, it finds new > and open tickets from that user. > If you type in a queue name, it shows new and open tickets in that queue > otherwise, it shows tickets whose subjects match that string > . > From mrz at intelenet.net Mon May 10 15:52:49 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 10 May 2004 12:52:49 -0700 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> <409FC957.7020605@acronis.ru> <20040510183437.GY25274@pallas.eruditorum.org> Message-ID: <018601c436c8$5f654d10$88180a0a@MRZTP> > > With > > Grr. There was a patch for that. Terribly sorry about it. It'll be in > RC2. What's the error in that line? From mrz at intelenet.net Mon May 10 16:49:07 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 10 May 2004 13:49:07 -0700 Subject: [rt-users] EmailParser.pm error, rt-3.0.11rc1 Message-ID: <024101c436d0$3ccc0e80$88180a0a@MRZTP> This started happening after going to 3.0.11rc1. Should I quickly backout ? error: Unrecognised line: mrz at velvet.org at /opt/rt3/lib/RT/EmailParser.pm line 404 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 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:115 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:175 /opt/rt3/lib/RT/EmailParser.pm:404 /opt/rt3/lib/RT/User_Overlay.pm:599 /opt/rt3/lib/RT/Ticket_Overlay.pm:1440 /opt/rt3/lib/RT/Ticket_Overlay.pm:1421 /opt/rt3/lib/RT/Interface/Web.pm:1286 /opt/rt3/share/html/Ticket/ModifyPeople.html:49 /opt/rt3/share/html/autohandler:196 -- matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From mrz at intelenet.net Mon May 10 16:51:17 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 10 May 2004 13:51:17 -0700 Subject: [rt-users] email.pm, sendmail errors on cli options Message-ID: <024f01c436d0$8bac2a30$88180a0a@MRZTP> Running 3.0.11rc1, however, I noticed 3.0.10 in the headers here. Either way, I do't recall sendmail (postfix) croaking on this before: [Mon May 10 17:24:33 2004] [crit]: RT Recieved mail ( ) from itself. (/opt/rt3/lib/RT/Interface/Email.pm:614) [Mon May 10 17:24:33 2004] [crit]: RT thinks this message may be a bounce (/opt/rt3/lib/RT/Interface/Email.pm:618) sendmail: fatal: cannot handle command-line recipients with -t -- matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From LDuhon at csom.umn.edu Mon May 10 17:17:34 2004 From: LDuhon at csom.umn.edu (LDuhon at csom.umn.edu) Date: Mon, 10 May 2004 16:17:34 -0500 Subject: [rt-users] new install on windows machine - change due date problem In-Reply-To: <024f01c436d0$8bac2a30$88180a0a@MRZTP> Message-ID: I have just finished an new install on Windows XP host. I ran into a problem with the Due Date field, well tow problems really. First, if I accidentally set a due date prior to today, I am unable to ever change it to correct the issue. I don't receive any errors it just doesn't actually take the change. Maybe this is by design? Second, I also accidentally set a date with 00 in the year (or month, not sure which), that completely corrupted the ticket to the point where there was about 2 pages of error codes, and the Submit button was no longer available. My only option was to manually delete the ticket from the database using the cmd line. Thanks in advance! -Louis Duhon Technical Manager Carlson School of Business University of Minnesota From jesse at bestpractical.com Mon May 10 17:46:48 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 May 2004 17:46:48 -0400 Subject: [rt-users] email.pm, sendmail errors on cli options In-Reply-To: <024f01c436d0$8bac2a30$88180a0a@MRZTP> References: <024f01c436d0$8bac2a30$88180a0a@MRZTP> Message-ID: <20040510214648.GH25274@pallas.eruditorum.org> On Mon, May 10, 2004 at 01:51:17PM -0700, matthew zeier wrote: > Running 3.0.11rc1, however, I noticed 3.0.10 in the headers here. Either > way, I do't recall sendmail (postfix) croaking on this before: > > [Mon May 10 17:24:33 2004] [crit]: RT Recieved mail > ( > ) from itself. (/opt/rt3/lib/RT/Interface/Email.pm:614) > [Mon May 10 17:24:33 2004] [crit]: RT thinks this message may be a bounce > (/opt/rt3/lib/RT/Interface/Email.pm:618) So, what else do your email logs tell you about that message? > sendmail: fatal: cannot handle command-line recipients with -t RT doesn't set recipients on the commandline. What else do you have that does? > > > -- > matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. > InteleNet Communications, Inc. | It is only to be understood." > (949) 784-7904 | - Marie Curie > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- From mrz at intelenet.net Mon May 10 17:59:55 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 10 May 2004 14:59:55 -0700 Subject: [rt-users] email.pm, sendmail errors on cli options References: <024f01c436d0$8bac2a30$88180a0a@MRZTP> <20040510214648.GH25274@pallas.eruditorum.org> Message-ID: <02d801c436da$211b1550$88180a0a@MRZTP> > > > On Mon, May 10, 2004 at 01:51:17PM -0700, matthew zeier wrote: > > Running 3.0.11rc1, however, I noticed 3.0.10 in the headers here. Either > > way, I do't recall sendmail (postfix) croaking on this before: > > > > [Mon May 10 17:24:33 2004] [crit]: RT Recieved mail > > ( > > ) from itself. (/opt/rt3/lib/RT/Interface/Email.pm:614) > > [Mon May 10 17:24:33 2004] [crit]: RT thinks this message may be a bounce > > (/opt/rt3/lib/RT/Interface/Email.pm:618) > > So, what else do your email logs tell you about that message? Nothing out of the norm, at least not that I can tell. > > sendmail: fatal: cannot handle command-line recipients with -t > > RT doesn't set recipients on the commandline. What else do you have that > does? Unknown. Backing down to 3.0.10 fixed the EmailParser error I posted on as well as this sendmail warning. Staff's telling me to quit playing with RT so I can't do anything more right now. - mz From mrz at intelenet.net Mon May 10 18:01:33 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 10 May 2004 15:01:33 -0700 Subject: [rt-users] 3.0.10, FreezeThaw error Message-ID: <02ec01c436da$5b47d060$88180a0a@MRZTP> Today is not my RT day... FreezeThaw is up-to-date. Perl could be updated but not now. I only see this in the Apache error log, users aren't complaining and I can't narrow down what someone was doing to trigger this. root at help2 (/opt/rt3/etc/) 760> [Mon May 10 21:56:40 2004] [error]: Do not know how to thaw data with code `F' at /usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm line 542 FreezeThaw::thawScalar(0) called at /usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm line 679 FreezeThaw::thaw('FrT%3B%402%7C%256%7C%243%7C142%243%7C143%243%7C144%258%7C% 241...') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 898 eval {...} called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 897 RT::Tickets::ThawLimits('RT::Tickets=HASH(0x981b3e8)','FrT%3B%402%7C%256%7C% 243%7C142%243%7C143%243%7C144%258%7C%241...') called at /opt/rt3/lib/RT/Interface/Web.pm line 602 HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x981b4d8)') called at /opt/rt3/share/html/Search/Listing.html line 101 HTML::Mason::Commands::__ANON__('DateType','Created','OwnerOp','=','CompileR estriction',1,'RefreshSearchInterval',-1,'ValueOfOwner',...) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9819c6 4)','DateType','Created','OwnerOp','=','CompileRestriction',1,'RefreshSearch Interval',-1,...) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062 eval {...} called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 HTML::Mason::Request::comp('undef','undef','DateType','Created','OwnerOp','= ','CompileRestriction',1,'RefreshSearchInterval',...) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 752 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 9730dd4)','DateType','Created','OwnerOp','=','CompileRestriction',1,'Refresh SearchInterval',-1,...) called at /opt/rt3/share/html/autohandler line 196 HTML::Mason::Commands::__ANON__('DateType','Created','OwnerOp','=','CompileR estriction',1,'RefreshSearchInterval',-1,'ValueOfOwner',...) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9140fb 4)','DateType','Created','OwnerOp','=','CompileRestriction',1,'RefreshSearch Interval',-1,...) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057 eval {...} called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 HTML::Mason::Request::comp('undef','undef','undef','DateType','Created','Own erOp','=','CompileRestriction',1,...) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331 eval {...} called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331 eval {...} called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9730d d4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...} called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0x9730dd4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x938e9d8)','Apache=SCALAR(0x9553e30)') called at /opt/rt3/bin/webmux.pl line 138 eval {...} called at /opt/rt3/bin/webmux.pl line 138 RT::Mason::handler('Apache=SCALAR(0x9553e30)') called at /dev/null line 0 eval {...} called at /dev/null line 0 Stack: [/usr/lib/perl5/5.8.0/Carp.pm:192] [/usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm:542] [/usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm:679] [/opt/rt3/lib/RT/Tickets_Overlay.pm:898] [/opt/rt3/lib/RT/Interface/Web.pm:602] [/opt/rt3/share/html/Search/Listing.html:101] [/opt/rt3/share/html/autohandler:196] (/opt/rt3/lib/RT/Tickets_Overlay.pm:902) -- matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From mcarter at lanl.gov Mon May 10 18:15:04 2004 From: mcarter at lanl.gov (Michael J. Carter) Date: Mon, 10 May 2004 16:15:04 -0600 Subject: [rt-users] rt2-to-rt3-1.23 dies on email attachment In-Reply-To: <20040429100046.GA18525@pallas.eruditorum.org> References: <1082731977.976.12.camel@willamette.lanl.gov> <20040429100046.GA18525@pallas.eruditorum.org> Message-ID: <1084227304.27134.27.camel@willamette.lanl.gov> On Thu, 2004-04-29 at 04:00, pdh at bestpractical.com wrote: > Michael J. Carter wrote: > > I've seen other folks having this problem. Is there a workaround for this??? > > > > ERROR: parser: unterminated quoted string at or near "'????U????" at character 526 > > [Thu Apr 22 19:39:38 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 715. > > What version of perl? 5.8.4 [root at rt2 rt2-to-rt3-1.23]# head -1 dumpfile-to-rt-3.0 #!/usr/local/bin/perl -w [root at rt2 rt2-to-rt3-1.23]# /usr/local/bin/perl --version This is perl, v5.8.4 built for i686-linux mjc -- For ISR-3 IT Team system administration requests, please see http://computing.isr.lanl.gov/support. Michael J. Carter | Experience is what you get when you were IT Team Leader | expecting something else. Space Data Systems (ISR-3) | Los Alamos National Laboratory | From jesse at bestpractical.com Mon May 10 18:15:06 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 May 2004 18:15:06 -0400 Subject: [rt-users] email.pm, sendmail errors on cli options In-Reply-To: <02d801c436da$211b1550$88180a0a@MRZTP> References: <024f01c436d0$8bac2a30$88180a0a@MRZTP> <20040510214648.GH25274@pallas.eruditorum.org> <02d801c436da$211b1550$88180a0a@MRZTP> Message-ID: <20040510221506.GJ25274@pallas.eruditorum.org> > > Unknown. Backing down to 3.0.10 fixed the EmailParser error I posted on as > well as this sendmail warning. Do you have steps-to-reproduce for the emailparser issue you flagged? > > Staff's telling me to quit playing with RT so I can't do anything more right > now. > > - mz > -- From pdh at bestpractical.com Mon May 10 20:26:06 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Mon, 10 May 2004 20:26:06 -0400 Subject: [rt-users] search bug in 3.0.10 when adding 'resolved' In-Reply-To: <018601c436c8$5f654d10$88180a0a@MRZTP> References: <031301c4346a$5b4283c0$88180a0a@MRZTP> <409C85B1.5030909@acronis.ru> <006001c4351b$975dea00$0a16160a@desktop> <20040508221050.GJ25274@pallas.eruditorum.org> <001701c436b7$a4d95c80$88180a0a@MRZTP> <20040510175232.GW25274@pallas.eruditorum.org> <409FC957.7020605@acronis.ru> <20040510183437.GY25274@pallas.eruditorum.org> <018601c436c8$5f654d10$88180a0a@MRZTP> Message-ID: <20040511002606.GA14746@pallas.eruditorum.org> matthew zeier wrote: > > > With > > > > Grr. There was a patch for that. Terribly sorry about it. It'll be in > > RC2. > > What's the error in that line? It should be something like From jesse at bestpractical.com Tue May 11 02:06:25 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 May 2004 02:06:25 -0400 Subject: [rt-users] We need your help for the RT 3.2 localization effort Message-ID: <20040511060625.GR25274@pallas.eruditorum.org> Hi! The public release of RT 3.2 is fast approaching. As we finalize things for 3.2, one of the last pieces of the puzzle is the bit that we just can't do ourselves: Translation. We need to update the various translations that have been contributed for RT to include the new strings in RT 3.2. Below are a list of the various translations of RT and how complete they are. If you've got the time, grab a copy of the translation of RT into your language from http://www.bestpractical.com/~jesse/I18N/ and send us a patch. If you don't know how to send us a patch, just send us the blank you started with and your final copy. We'll take care of the rest. If you want to translate into a language that's not listed below, grab a blank localization template from http://www.bestpractical.com/~jesse/I18N/blank.po and fill in as many of the "msgstr" lines as you can manage. Thanks! Jesse -- From cubic at acronis.ru Tue May 11 03:12:01 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 11 May 2004 11:12:01 +0400 Subject: [rt-users] 3.0.10, FreezeThaw error In-Reply-To: <02ec01c436da$5b47d060$88180a0a@MRZTP> References: <02ec01c436da$5b47d060$88180a0a@MRZTP> Message-ID: <40A07CC1.4040206@acronis.ru> Fix would be in 3.0.11. Look in archives for small patch if you want it right now. matthew zeier wrote: > Today is not my RT day... FreezeThaw is up-to-date. Perl could be updated > but not now. I only see this in the Apache error log, users aren't > complaining and I can't narrow down what someone was doing to trigger this. > > > > > root at help2 (/opt/rt3/etc/) 760> [Mon May 10 21:56:40 2004] [error]: Do not > know how to thaw data with code `F' at > /usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm line 542 > FreezeThaw::thawScalar(0) called at > /usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm line 679 > > FreezeThaw::thaw('FrT%3B%402%7C%256%7C%243%7C142%243%7C143%243%7C144%258%7C% > 241...') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 898 > eval {...} called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 897 > > RT::Tickets::ThawLimits('RT::Tickets=HASH(0x981b3e8)','FrT%3B%402%7C%256%7C% > 243%7C142%243%7C143%243%7C144%258%7C%241...') called at > /opt/rt3/lib/RT/Interface/Web.pm line 602 > HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x981b4d8)') > called at /opt/rt3/share/html/Search/Listing.html line 101 > > HTML::Mason::Commands::__ANON__('DateType','Created','OwnerOp','=','CompileR > estriction',1,'RefreshSearchInterval',-1,'ValueOfOwner',...) called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9819c6 > 4)','DateType','Created','OwnerOp','=','CompileRestriction',1,'RefreshSearch > Interval',-1,...) called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 > > HTML::Mason::Request::comp('undef','undef','DateType','Created','OwnerOp','= > ','CompileRestriction',1,'RefreshSearchInterval',...) called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 752 > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x > 9730dd4)','DateType','Created','OwnerOp','=','CompileRestriction',1,'Refresh > SearchInterval',-1,...) called at /opt/rt3/share/html/autohandler line 196 > > HTML::Mason::Commands::__ANON__('DateType','Created','OwnerOp','=','CompileR > estriction',1,'RefreshSearchInterval',-1,'ValueOfOwner',...) called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9140fb > 4)','DateType','Created','OwnerOp','=','CompileRestriction',1,'RefreshSearch > Interval',-1,...) called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056 > > HTML::Mason::Request::comp('undef','undef','undef','DateType','Created','Own > erOp','=','CompileRestriction',1,...) called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9730d > d4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm > line 134 > eval {...} called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl > er=HASH(0x9730dd4)') called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( > 0x938e9d8)','Apache=SCALAR(0x9553e30)') called at /opt/rt3/bin/webmux.pl > line 138 > eval {...} called at /opt/rt3/bin/webmux.pl line 138 > RT::Mason::handler('Apache=SCALAR(0x9553e30)') called at /dev/null > line 0 > eval {...} called at /dev/null line 0 > > Stack: > [/usr/lib/perl5/5.8.0/Carp.pm:192] > [/usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm:542] > [/usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm:679] > [/opt/rt3/lib/RT/Tickets_Overlay.pm:898] > [/opt/rt3/lib/RT/Interface/Web.pm:602] > [/opt/rt3/share/html/Search/Listing.html:101] > [/opt/rt3/share/html/autohandler:196] > (/opt/rt3/lib/RT/Tickets_Overlay.pm:902) > > > -- > matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. > InteleNet Communications, Inc. | It is only to be understood." > (949) 784-7904 | - Marie Curie > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From MSWINKELS at UPC.NL Tue May 11 04:23:25 2004 From: MSWINKELS at UPC.NL (Swinkels, Marcel) Date: Tue, 11 May 2004 10:23:25 +0200 Subject: [rt-users] choosing template on the fly Message-ID: <90C53DCA7817FE43A26260EF4B400DAF139018@nlms103.upcit.ds.upc.biz> I am also looking for a way to reply manually to a ticket with a predefined text. So that when I manually review a ticket and have a standard reply available, I just can select it from a list. Somebody who has such a functionality working in RT? Regards, Marcel Swinkels chello abuse UPC Nederland mswinkels at upc.nl -----Original Message----- From: Dimitry Faynerman [mailto:dimitry.faynerman at hypermediasystems.com] Sent: donderdag 6 mei 2004 17:42 To: 'rt list' Subject: [rt-users] choosing template on the fly Hello, I have several different versions (English, Japanese etc) of the "Autoreply" template. Depending on the language in user's profile I will be using different one. My question is - how do I choose which template to use on the fly. I tried to play with "on create" scrip's custom action prep code, but without any luck. Thanks, Dimitry Faynerman _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From Samuel.Senoner at eurac.edu Tue May 11 05:05:36 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 11 May 2004 11:05:36 +0200 Subject: [rt-users] choosing template on the fly Message-ID: <8ABC35686C73554691F3481C4023BE5E01896FF5@abz01be.eurac.edu> RTFM -----Original Message----- From: Swinkels, Marcel [mailto:MSWINKELS at UPC.NL] Sent: Thursday,06 May,2004 18:16 To: Dimitry Faynerman; rt list Subject: RE: [rt-users] choosing template on the fly I am also looking for a way to reply manually to a ticket with a predefined text. So that when I manually review a ticket and have a standard reply available, I just can select it from a list. Somebody who has such a functionality working in RT? Regards, Marcel Swinkels chello abuse UPC Nederland mswinkels at upc.nl From Samuel.Senoner at eurac.edu Tue May 11 05:09:27 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 11 May 2004 11:09:27 +0200 Subject: [rt-users] ticket creation and custom fields Message-ID: <8ABC35686C73554691F3481C4023BE5E01896FF6@abz01be.eurac.edu> Jesse, what about custom fields in self service interface in rt 3.1 and 3.2? Is it also somehow possible to select if a custom field is only accessible by priviledged users ? Thanks Samuel -----Original Message----- From: Matt Grosland [mailto:grosland at mtsu.edu] Sent: Thursday,06 May,2004 18:12 To: rt-users at lists.bestpractical.com Subject: [rt-users] ticket creation and custom fields I've been trying to create a web form that will allow our students/faculty to generate a trouble ticket. The problem is the ticket queue in question has a vital custom field that needs to be filled. These forms have fields for the custom fields that the related queue contains. The goal is to have a form that will add the custom field values in addition to creating the ticket. I'm having a heck of a time trying to figure out how to get this to work. I finally found a solution, but am looking for a better one. The solution I implemented is to have the cgi script call the ./rt binary and pass arguments from the form. Each system call to the rt binary generates some output, so I'm parsing the output to get the ticket number, then doing manual SQL calls through perl DBI to insert the custom field value. Anyone have a better solution? -Matt _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From Samuel.Senoner at eurac.edu Tue May 11 05:54:54 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 11 May 2004 11:54:54 +0200 Subject: [rt-users] use template from lib Message-ID: <8ABC35686C73554691F3481C4023BE5E01896FFB@abz01be.eurac.edu> I also tried for a long time to do this.... without any success. Can someone help? Samuel _____ From: vinita vigine MURUGIAH [mailto:vinita at cs.mu.OZ.AU] Sent: Wednesday,05 May,2004 05:58 To: rt-users at lists.bestpractical.com Subject: [rt-users] use template from lib HI I would like to use template to send auto reject messages to users ----------------------------------------------------------------------------------------- require RT::Template; my $template = RT::Template->new(RT::CurrentUser->new($RT::Nobody)); if (! $template->LoadGlobalTemplate('AutoRejectRequest')){ $RT::Logger->debug("TEST AutoRejectRequest failed"); }else { my $Content = $template->Content; my $ii = $template->id; my $des = $template->Description; $RT::Logger->debug("TEST AutoRejectRequest Content not defined") if(! defined $Content); $RT::Logger->debug("TEST AutoRejectRequest:$ii, $des, $Content "); } ----------------------------------------------------------------------------------------- [Wed May 5 03:53:22 2004] [debug]: TEST AutoRejectRequest Content not defined (/usr/local/apps/rt-3.0.8//lib/RT/Interface/Email.pm:575) [Wed May 5 03:53:22 2004] [debug]: TEST AutoRejectRequest:13, , (/usr/local/apps/rt-3.0.8//lib/RT/Interface/Email.pm:577) As yoy can see from the RT log, I get th ID (13) but the content is empty, How do I get the template content so that I can do MailError( To => $ErrorsTo, Subject => "Could not load a valid user", Explanation => $Content, MIMEObj => $Message, LogLevel => 'error' ); -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at bestpractical.com Tue May 11 08:05:52 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Tue, 11 May 2004 08:05:52 -0400 Subject: [rt-users] choosing template on the fly In-Reply-To: <8ABC35686C73554691F3481C4023BE5E01896FF5@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E01896FF5@abz01be.eurac.edu> Message-ID: <20040511120551.GA27436@pallas.eruditorum.org> Senoner Samuel wrote: > RTFM Just to clarify: I think Samuel means the RTFM package, not that the original poster needs to RTFM. (But I could be wrong :-) From scoutts at bcs.org.uk Tue May 11 08:06:33 2004 From: scoutts at bcs.org.uk (Steven Coutts) Date: Tue, 11 May 2004 13:06:33 +0100 Subject: [rt-users] Active Directory/LDAP Auth Message-ID: <40A0C1C9.2030608@bcs.org.uk> I have a freshly installed rt3. I am trying to authenticate to Active Directory to log into the system. I have set up apache and I can log in using my Active Directory details and it then shows the log-ing screen for RT. How can I have RT log me in with these details and create the users if it does not exist. I have changed the following in my RT_SiteConfig.pm to allow this -: Set($WebExternalAuth , 1); Set($WebExternalAuto , 1); But I still end up at the RT login screen. Have searched and searched on google, can anyone give me a hint? Regards -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 254 bytes Desc: OpenPGP digital signature URL: From seph at directionless.org Tue May 11 08:39:21 2004 From: seph at directionless.org (seph) Date: Tue, 11 May 2004 08:39:21 -0400 Subject: [rt-users] Re: Active Directory/LDAP Auth In-Reply-To: <40A0C1C9.2030608@bcs.org.uk> (Steven Coutts's message of "Tue, 11 May 2004 13:06:33 +0100") References: <40A0C1C9.2030608@bcs.org.uk> Message-ID: > But I still end up at the RT login screen. > > Have searched and searched on google, can anyone give me a hint? did you restart apache? (that's stop and start) seph From bronto at tiscali.com Tue May 11 09:18:28 2004 From: bronto at tiscali.com (Marco Marongiu) Date: Tue, 11 May 2004 15:18:28 +0200 Subject: [rt-users] Active Directory/LDAP Auth In-Reply-To: <40A0C1C9.2030608@bcs.org.uk> References: <40A0C1C9.2030608@bcs.org.uk> Message-ID: <40A0D2A4.6080403@tiscali.com> Steven Coutts wrote: > Have searched and searched on google, can anyone give me a hint? I had the same problem. Besides restarting apache from the ground up (i.e.: stop, then start; not restart), close all your browser windows and restart it fresh. Let me know if it works. Cheers --bronto -- Marco Marongiu - Int. IT Services _|_ [] _ [] Email: mmarongiu at tiscali.com | _ __ __ __ | _ Phone: +39 070 460 1684 | | \ / __| | | _ Fax: +39 070 460 9684 |_| _|_ _\ \__ [__| _|_ _|_ [_] From scoutts at bcs.org.uk Tue May 11 10:09:19 2004 From: scoutts at bcs.org.uk (Steven Coutts) Date: Tue, 11 May 2004 15:09:19 +0100 Subject: [rt-users] Postfix Error Message-ID: <40A0DE8F.1010003@bcs.org.uk> Trying to set-up RT3 to use postfix. Got nearly everything going, put the following in aliases -: rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://rt/" But when I send a mail postfix craps out with the following error -: status=deferred (temporary failure. Command output: An Error Occurred ================= 401 Authorization Required ) Any ideas? (I'll get this going today I am determined!!) Regards -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 254 bytes Desc: OpenPGP digital signature URL: From dimitry.faynerman at hypermediasystems.com Tue May 11 10:11:00 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 11 May 2004 07:11:00 -0700 Subject: FW: [rt-users] choosing template on the fly Message-ID: <001001c43761$c9d3e8c0$2401140a@DimitryFaynerman> Actually I already found a way to switch templates on the fl, so forget about my question Dimitry Senoner Samuel wrote: > RTFM Just to clarify: I think Samuel means the RTFM package, not that the original poster needs to RTFM. (But I could be wrong :-) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From checkpoint at ozbergs.com Tue May 11 10:16:14 2004 From: checkpoint at ozbergs.com (Stevo) Date: Tue, 11 May 2004 07:16:14 -0700 Subject: [rt-users] Active Directory/LDAP Auth References: <40A0C1C9.2030608@bcs.org.uk> <40A0D2A4.6080403@tiscali.com> Message-ID: <132001c43762$8479bd30$0a02010a@renditionnetworks.com> I've been trying to get this setup on my RT install and haven't had any luck. What LDAP module are you guys using and with that version of Apache?? Also, if anyone who has this working could post the relevant sections of your httpd.conf file that would be awesome!!! Thanks Stevo ----- Original Message ----- From: "Marco Marongiu" To: "Steven Coutts" Cc: Sent: Tuesday, May 11, 2004 6:18 AM Subject: Re: [rt-users] Active Directory/LDAP Auth > > > Steven Coutts wrote: > > Have searched and searched on google, can anyone give me a hint? > > I had the same problem. Besides restarting apache from the ground up > (i.e.: stop, then start; not restart), close all your browser windows > and restart it fresh. > > Let me know if it works. > > Cheers > --bronto > > -- > Marco Marongiu - Int. IT Services _|_ [] _ [] > Email: mmarongiu at tiscali.com | _ __ __ __ | _ > Phone: +39 070 460 1684 | | \ / __| | | _ > Fax: +39 070 460 9684 |_| _|_ _\ \__ [__| _|_ _|_ [_] > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From jritchie at bible.edu Tue May 11 10:29:55 2004 From: jritchie at bible.edu (Josiah Ritchie) Date: Tue, 11 May 2004 10:29:55 -0400 Subject: [rt-users] Active Directory/LDAP Auth In-Reply-To: <132001c43762$8479bd30$0a02010a@renditionnetworks.com> References: <40A0C1C9.2030608@bcs.org.uk> <40A0D2A4.6080403@tiscali.com> <132001c43762$8479bd30$0a02010a@renditionnetworks.com> Message-ID: <1084285795.24090.164.camel@penguin> here's my VirtualHost section. Someone guided me through a little perl hacking to get AuthenSMB to work. Someone sent me the following pointers that I put up on my wiki just now: http://josiah.ritchietribe.net/moniwiki/wiki.php/RTLDAPAuthentication ServerName rt.localdomain DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # Added for SMB Authentication # AuthPam_Enabled Off PerlModule Apache::AuthenSmb AuthName "Username/Password" AuthType Basic PerlSetVar myPDC x.x.x.x PerlSetVar myBDC x.x.x.x PerlSetVar MyDomain LocalDomain PerlAuthenHandler Apache::AuthenSmb require valid-user # these four lines apply to Apache2+mod_perl2 only: {{{ # PerlSetVar MasonArgsMethod CGI # PerlModule Apache2 Apache::compat # RewriteEngine On # RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason On Tue, 2004-05-11 at 10:16, Stevo wrote: > I've been trying to get this setup on my RT install and haven't had any > luck. What LDAP module are you guys using and with that version of Apache?? > > Also, if anyone who has this working could post the relevant sections of > your httpd.conf file that would be awesome!!! > > Thanks > > Stevo > > ----- Original Message ----- > From: "Marco Marongiu" > To: "Steven Coutts" > Cc: > Sent: Tuesday, May 11, 2004 6:18 AM > Subject: Re: [rt-users] Active Directory/LDAP Auth > > > > > > > > Steven Coutts wrote: > > > Have searched and searched on google, can anyone give me a hint? > > > > I had the same problem. Besides restarting apache from the ground up > > (i.e.: stop, then start; not restart), close all your browser windows > > and restart it fresh. > > > > Let me know if it works. > > > > Cheers > > --bronto From cubic at acronis.ru Tue May 11 10:34:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 11 May 2004 18:34:22 +0400 Subject: FW: [rt-users] choosing template on the fly In-Reply-To: <001001c43761$c9d3e8c0$2401140a@DimitryFaynerman> References: <001001c43761$c9d3e8c0$2401140a@DimitryFaynerman> Message-ID: <40A0E46E.2000505@acronis.ru> Dimitry Faynerman wrote: > > > Actually I already found a way to switch templates on the fl, so forget > about my question Please, share short soluton summary with other. Best regards. Ruslan. > > Dimitry > > > Senoner Samuel wrote: > >>RTFM > > > Just to clarify: I think Samuel means the RTFM package, not that > the original poster needs to RTFM. (But I could be wrong :-) From adulau at foo.be Tue May 11 10:35:33 2004 From: adulau at foo.be (Alexandre Dulaunoy) Date: Tue, 11 May 2004 16:35:33 +0200 (CEST) Subject: [rt-users] Postfix Error In-Reply-To: <40A0DE8F.1010003@bcs.org.uk> Message-ID: On Tue, 11 May 2004, Steven Coutts wrote: > Trying to set-up RT3 to use postfix. > > Got nearly everything going, put the following in aliases -: > > rt: "|/opt/rt3/bin/rt-mailgate --queue general --action > correspond --url http://rt/" > rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action > comment --url http://rt/" > > > But when I send a mail postfix craps out with the following error -: > > status=deferred (temporary failure. Command output: An Error Occurred > ================= 401 Authorization Required ) > > Any ideas? > > (I'll get this going today I am determined!!) 401 means that the REST-HTTP interface needs an authentication. You should check the configuration on the Apache side. (e.g. is the 'rt' VirtualName declared ? or something else...) I don't think that is related to the Postfix configuration following the '401' error. You should check the HTTP server configuration. Hope this helps, adulau -- -- Alexandre Dulaunoy (adulau) -- http://www.foo.be/ -- http://pgp.ael.be:11371/pks/lookup?op=get&search=0x44E6CBCD -- "Knowledge can create problems, it is not through ignorance -- that we can solve them" Isaac Asimov From scoutts at bcs.org.uk Tue May 11 10:41:16 2004 From: scoutts at bcs.org.uk (Steven Coutts) Date: Tue, 11 May 2004 15:41:16 +0100 Subject: [rt-users] Postfix Error In-Reply-To: References: Message-ID: <40A0E60C.4020108@bcs.org.uk> Alexandre Dulaunoy wrote: >On Tue, 11 May 2004, Steven Coutts wrote: > > > >> >> >> > >401 means that the REST-HTTP interface needs an authentication. You >should check the configuration on the Apache side. (e.g. is the 'rt' >VirtualName declared ? or something else...) > >I don't think that is related to the Postfix configuration following >the '401' error. You should check the HTTP server configuration. > >Hope this helps, > >adulau > > > This is showing in the postfix logs. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 254 bytes Desc: OpenPGP digital signature URL: From bronto at tiscali.com Tue May 11 10:42:46 2004 From: bronto at tiscali.com (Marco Marongiu) Date: Tue, 11 May 2004 16:42:46 +0200 Subject: [rt-users] Active Directory/LDAP Auth In-Reply-To: <132001c43762$8479bd30$0a02010a@renditionnetworks.com> References: <40A0C1C9.2030608@bcs.org.uk> <40A0D2A4.6080403@tiscali.com> <132001c43762$8479bd30$0a02010a@renditionnetworks.com> Message-ID: <40A0E666.7040807@tiscali.com> Stevo wrote: > I've been trying to get this setup on my RT install and haven't had > any luck. What LDAP module are you guys using and with that version > of Apache?? I am using mod_auth_ldap on Apache 1.3.29; this module is guaranteed to work on Apache 2 also, but I don't know if Mason, and hence RT, is mod_perl-2-friendly. You should investigate that. > Also, if anyone who has this working could post the relevant sections > of your httpd.conf file that would be awesome!!! AuthType Basic AuthName 'Authentication Against Activedirectory' AuthLDAPEnabled On AuthLDAPUrl ldap://10.39.0.208:3268/OU=something,dc=mydomain,dc=org?sAMAccountName?sub?(&(objectclass=person)(|(sAMAccountName=my_boss)(manager=my_boss_DN))) AuthLDAPBindDN dn_of_account_used_for_searches AuthLDAPBindPassword password_of_the_account_above Require valid-user That's all Ciao --bronto From cubic at acronis.ru Tue May 11 10:47:35 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 11 May 2004 18:47:35 +0400 Subject: [rt-users] Active Directory/LDAP Auth In-Reply-To: <1084285795.24090.164.camel@penguin> References: <40A0C1C9.2030608@bcs.org.uk> <40A0D2A4.6080403@tiscali.com> <132001c43762$8479bd30$0a02010a@renditionnetworks.com> <1084285795.24090.164.camel@penguin> Message-ID: <40A0E787.2060109@acronis.ru> Allohha. LDAP guys. This topic is FAQ now, isn't it? May be someone finally share 'step-by-step' instructions, configs and so-so with other on wiki. http://wiki.bestpractical.com/index.cgi?Plugins Has broken link to overlay and link to ML archive is broken too. AuthLDAP good page for it IMHO. Please, don't place links on .pm files, better copy&paste it. Best regards. Ruslan. Josiah Ritchie wrote: > here's my VirtualHost section. Someone guided me through a little perl > hacking to get AuthenSMB to work. Someone sent me the following pointers > that I put up on my wiki just now: > http://josiah.ritchietribe.net/moniwiki/wiki.php/RTLDAPAuthentication > > > ServerName rt.localdomain > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > # Added for SMB Authentication > > # AuthPam_Enabled Off > PerlModule Apache::AuthenSmb > AuthName "Username/Password" > AuthType Basic > PerlSetVar myPDC x.x.x.x > PerlSetVar myBDC x.x.x.x > PerlSetVar MyDomain LocalDomain > PerlAuthenHandler Apache::AuthenSmb > require valid-user > > > # these four lines apply to Apache2+mod_perl2 only: {{{ > # PerlSetVar MasonArgsMethod CGI > # PerlModule Apache2 Apache::compat > # RewriteEngine On > # RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > On Tue, 2004-05-11 at 10:16, Stevo wrote: > >>I've been trying to get this setup on my RT install and haven't had any >>luck. What LDAP module are you guys using and with that version of Apache?? >> >>Also, if anyone who has this working could post the relevant sections of >>your httpd.conf file that would be awesome!!! >> >>Thanks >> >>Stevo >> >>----- Original Message ----- >>From: "Marco Marongiu" >>To: "Steven Coutts" >>Cc: >>Sent: Tuesday, May 11, 2004 6:18 AM >>Subject: Re: [rt-users] Active Directory/LDAP Auth >> >> >> >>> >>>Steven Coutts wrote: >>> >>>>Have searched and searched on google, can anyone give me a hint? >>> >>>I had the same problem. Besides restarting apache from the ground up >>>(i.e.: stop, then start; not restart), close all your browser windows >>>and restart it fresh. >>> >>>Let me know if it works. >>> >>>Cheers >>>--bronto From scoutts at bcs.org.uk Tue May 11 10:50:44 2004 From: scoutts at bcs.org.uk (Steven Coutts) Date: Tue, 11 May 2004 15:50:44 +0100 Subject: [rt-users] Postfix Error In-Reply-To: <40A0E60C.4020108@bcs.org.uk> References: <40A0E60C.4020108@bcs.org.uk> Message-ID: <40A0E844.3080708@bcs.org.uk> Ok now it is accepting mail -> May 11 15:46:10 rt postfix/local[2945]: 7CB8638452: to=, relay=local, delay=0, status=sent ("|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt/") But the request never shows up as a ticket. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 254 bytes Desc: OpenPGP digital signature URL: From dimitry.faynerman at hypermediasystems.com Tue May 11 10:55:23 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 11 May 2004 07:55:23 -0700 Subject: FW: [rt-users] choosing template on the fly In-Reply-To: <40A0E46E.2000505@acronis.ru> Message-ID: <000601c43768$0103cfd0$2401140a@DimitryFaynerman> -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Subject: Re: FW: [rt-users] choosing template on the fly Please, share short soluton summary with other. Best regards. Ruslan. Ok, so what I needed was to use different template depending on the uesr's language. So I modified lib/RT/Action/SendEmali.pm slightly. First it checks the language from user's profile. If, for example, it's Japanese, then it replaces current template with the template which name has "(ja)" at the end. So, instead of, for example, "Autoreply" template, it will try to find template "Autoreply (ja)". Here's the code: sub Prepare { my $self = shift; # This actually populates the MIME::Entity fields in the Template Object unless ( $self->TemplateObj ) { $RT::Logger->warning("No template object handed to $self\n"); } # my changes start here =============================================== # Use japanese template (if exists) if user's language is japanese my $UserObj = RT::User->new( $RT::SystemUser ); $UserObj->Load($self->TicketObj->Requestors->UserMembersObj->First->Id); if (($self->TemplateObj) && ((!$UserObj->Lang) || ($UserObj->Lang ne 'en'))) { my $rememberEnglishId = $self->TemplateObj->Id; $self->TemplateObj->Load( $self->TemplateObj->Name . " (" . $UserObj->Lang . ")"); if (! $self->TemplateObj->Id) { $self->TemplateObj->Load($rememberEnglishId); } } # my changes end here =============================================== unless ( $self->TransactionObj ) { $RT::Logger->warning("No transaction object handed to $self\n"); } ........ ........ } -Dimitry From jeany.berube at adsinc.ca Tue May 11 11:09:19 2004 From: jeany.berube at adsinc.ca (=?ISO-8859-1?Q?Jean-Yan_B=E9rub=E9?=) Date: Tue, 11 May 2004 11:09:19 -0400 Subject: [rt-users] Postfix Error In-Reply-To: <40A0E844.3080708@bcs.org.uk> References: <40A0E60C.4020108@bcs.org.uk> <40A0E844.3080708@bcs.org.uk> Message-ID: <40A0EC9F.6020906@adsinc.ca> try this: |/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/ instead of this |/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt/ worked for me Steven Coutts wrote: > Ok now it is accepting mail -> > > May 11 15:46:10 rt postfix/local[2945]: 7CB8638452: > to=, relay=local, delay=0, status=sent > ("|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url > http://rt/") > > > But the request never shows up as a ticket. > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. > > From scoutts at bcs.org.uk Tue May 11 11:21:13 2004 From: scoutts at bcs.org.uk (Steven Coutts) Date: Tue, 11 May 2004 16:21:13 +0100 Subject: [rt-users] E-mail tickets Message-ID: <40A0EF69.2080105@bcs.org.uk> Think I got everything working now, just this last thing. When e-mailing the RT system, it gets my mail and delivers it to |/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt/ However, a new ticket is not created. I have given CreateTicket rights to the everyone system group Regards -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 254 bytes Desc: OpenPGP digital signature URL: From bkogami at randmcnally.com Tue May 11 11:23:00 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Tue, 11 May 2004 08:23:00 -0700 Subject: [rt-users] Active Directory/LDAP Auth Message-ID: Stevo, Here's a sample of our httpd.conf file. We have Windows 2003 AD and I elected to create a ldap user to authenticate to the DC. Ldap_auth version: 1.6.0 Apache version: 1.3.29 Good luck, Bruce DocumentRoot /opt/rt3/share/html ServerName rtserver.subdomain.mydomain.com AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl ServerAdmin administrator at mydomain.com SetHandler perl-script PerlHandler RT::Mason Options Indexes FollowSymLinks AllowOverride None order allow,deny allow from all AuthName "Request Tracker" AuthType Basic AuthLDAPUrl ldap://dcserver.subdomin.mydomain.com:389/ou=our_ou,dc=subdomain,dc=mydomain,dc=com?sAMAccountName?sub?(objectclass=*) #AuthLDAPURL untName # need this account and setting because Active Directory # does not allow anonymous binding by default AuthLDAPBindDN "someldapuser at subdomain.mydomain.com" AuthLDAPBindPassword ldapuserpassword require valid-user > -----Original Message----- > From: Stevo [mailto:checkpoint at ozbergs.com] > Sent: Tuesday, May 11, 2004 7:16 AM > To: Marco Marongiu; Steven Coutts > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Active Directory/LDAP Auth > > I've been trying to get this setup on my RT install and haven't had any > luck. What LDAP module are you guys using and with that version of > Apache?? > > Also, if anyone who has this working could post the relevant sections of > your httpd.conf file that would be awesome!!! > > Thanks > > Stevo > > ----- Original Message ----- > From: "Marco Marongiu" > To: "Steven Coutts" > Cc: > Sent: Tuesday, May 11, 2004 6:18 AM > Subject: Re: [rt-users] Active Directory/LDAP Auth > > > > > > > > Steven Coutts wrote: > > > Have searched and searched on google, can anyone give me a hint? > > > > I had the same problem. Besides restarting apache from the ground up > > (i.e.: stop, then start; not restart), close all your browser windows > > and restart it fresh. > > > > Let me know if it works. > > > > Cheers > > --bronto > > > > -- > > Marco Marongiu - Int. IT Services _|_ [] _ [] > > Email: mmarongiu at tiscali.com | _ __ __ __ | _ > > Phone: +39 070 460 1684 | | \ / __| | | _ > > Fax: +39 070 460 9684 |_| _|_ _\ \__ [__| _|_ _|_ [_] > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Developer and Administrator training is coming to LA, DC and > Frankfurt > this spring and summer. > > http://bestpractical.com/services/training.html > > > > Sign up early, as class space is limited. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt > this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** From Samuel.Senoner at eurac.edu Tue May 11 11:27:24 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 11 May 2004 17:27:24 +0200 Subject: [rt-users] choosing template on the fly Message-ID: <8ABC35686C73554691F3481C4023BE5E01897023@abz01be.eurac.edu> Sorry I mean the RTFM package.... Do somebody know in which version of RT it is integrated and if the updates in RTFM are also in RT? And is there a possibility to use RTFM as a documentation system? I saw somewhere that there were also pictures inside. And is it possible to set it that on update of an article (like scrip actions) somebody gets informed that there are news in this doc? What about public access to articles? I will also test it by myself when I have time and in case program some thing additional if possible... Thanks Samuel -----Original Message----- From: pdh at bestpractical.com [mailto:pdh at bestpractical.com] Sent: Tuesday,11 May,2004 14:06 To: rt list Subject: Re: [rt-users] choosing template on the fly Senoner Samuel wrote: > RTFM Just to clarify: I think Samuel means the RTFM package, not that the original poster needs to RTFM. (But I could be wrong :-) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From Samuel.Senoner at eurac.edu Tue May 11 11:38:33 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 11 May 2004 17:38:33 +0200 Subject: [rt-users] Active Directory/LDAP Auth Message-ID: <8ABC35686C73554691F3481C4023BE5E01897025@abz01be.eurac.edu> What you did is all right. If you can log in with your credentials it's ok, so you don't have to do any changes on httpd.conf Anyway it could be a problem that this settings are not applied because you need to stop and restart apache, or clear mason cache. Or you need to close your browser session. One thing you have to remember in httpd.con is that noauth should be excluded from authentication, so you don't have problems with mails and so on. Samuel -----Original Message----- From: Steven Coutts [mailto:scoutts at bcs.org.uk] Sent: Tuesday,11 May,2004 14:07 To: rt-users at lists.bestpractical.com Subject: [rt-users] Active Directory/LDAP Auth I have a freshly installed rt3. I am trying to authenticate to Active Directory to log into the system. I have set up apache and I can log in using my Active Directory details and it then shows the log-ing screen for RT. How can I have RT log me in with these details and create the users if it does not exist. I have changed the following in my RT_SiteConfig.pm to allow this -: Set($WebExternalAuth , 1); Set($WebExternalAuto , 1); But I still end up at the RT login screen. Have searched and searched on google, can anyone give me a hint? Regards From Samuel.Senoner at eurac.edu Tue May 11 11:41:13 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 11 May 2004 17:41:13 +0200 Subject: [rt-users] E-mail tickets Message-ID: <8ABC35686C73554691F3481C4023BE5E01897026@abz01be.eurac.edu> Which errors do you get in rt log? If you don't get what you want in rt.log, try to set logging to debug level. sAmuel -----Original Message----- From: Steven Coutts [mailto:scoutts at bcs.org.uk] Sent: Tuesday,11 May,2004 17:21 To: rt-users at lists.bestpractical.com Subject: [rt-users] E-mail tickets Think I got everything working now, just this last thing. When e-mailing the RT system, it gets my mail and delivers it to |/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt/ However, a new ticket is not created. I have given CreateTicket rights to the everyone system group Regards From cubic at acronis.ru Tue May 11 12:14:11 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 11 May 2004 20:14:11 +0400 Subject: FW: [rt-users] choosing template on the fly In-Reply-To: <000601c43768$0103cfd0$2401140a@DimitryFaynerman> References: <000601c43768$0103cfd0$2401140a@DimitryFaynerman> Message-ID: <40A0FBD3.4080903@acronis.ru> I like your idea and solution, but I refactored it a little into _Local overlay file which doesn't touch Prepare sub. It use TemplateObj sub cause it simple and right places to do such override. I've done only use_ok test. Could you test it? Then I or you can fill it in wiki page. Comment about strange code below. Best regards. Ruslan. Dimitry Faynerman wrote: [snip] > > Here's the code: > > sub Prepare { > my $self = shift; > > # This actually populates the MIME::Entity fields in the Template Object > > unless ( $self->TemplateObj ) { > $RT::Logger->warning("No template object handed to $self\n"); > } > > # my changes start here =============================================== > # Use japanese template (if exists) if user's language is japanese > > my $UserObj = RT::User->new( $RT::SystemUser ); > $UserObj->Load($self->TicketObj->Requestors->UserMembersObj->First->Id); > > if (($self->TemplateObj) && > ((!$UserObj->Lang) || ($UserObj->Lang ne 'en'))) { This 'if condition' will be true if $UserObj->Lang is not defined or empty string. Refactored code has slightly different condtion. > my $rememberEnglishId = $self->TemplateObj->Id; > $self->TemplateObj->Load( > $self->TemplateObj->Name . " (" . $UserObj->Lang . ")"); > if (! $self->TemplateObj->Id) { > $self->TemplateObj->Load($rememberEnglishId); > } > } > # my changes end here =============================================== > > [snip] > -Dimitry -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: SendEmail_Local.pm URL: From dimitry.faynerman at hypermediasystems.com Tue May 11 12:27:59 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 11 May 2004 09:27:59 -0700 Subject: FW: [rt-users] choosing template on the fly In-Reply-To: <40A0FBD3.4080903@acronis.ru> Message-ID: <000301c43774$efd1bad0$2401140a@DimitryFaynerman> Yep, you're correct about the strange code I'll retest it again -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Tuesday, May 11, 2004 8:14 AM To: Dimitry Faynerman Cc: rt-users at lists.fsck.com Subject: Re: FW: [rt-users] choosing template on the fly I like your idea and solution, but I refactored it a little into _Local overlay file which doesn't touch Prepare sub. It use TemplateObj sub cause it simple and right places to do such override. I've done only use_ok test. Could you test it? Then I or you can fill it in wiki page. Comment about strange code below. Best regards. Ruslan. Dimitry Faynerman wrote: [snip] > > Here's the code: > > sub Prepare { > my $self = shift; > > # This actually populates the MIME::Entity fields in the Template Object > > unless ( $self->TemplateObj ) { > $RT::Logger->warning("No template object handed to $self\n"); > } > > # my changes start here =============================================== > # Use japanese template (if exists) if user's language is japanese > > my $UserObj = RT::User->new( $RT::SystemUser ); > $UserObj->Load($self->TicketObj->Requestors->UserMembersObj->First->Id); > > if (($self->TemplateObj) && > ((!$UserObj->Lang) || ($UserObj->Lang ne 'en'))) { This 'if condition' will be true if $UserObj->Lang is not defined or empty string. Refactored code has slightly different condtion. > my $rememberEnglishId = $self->TemplateObj->Id; > $self->TemplateObj->Load( > $self->TemplateObj->Name . " (" . $UserObj->Lang . ")"); > if (! $self->TemplateObj->Id) { > $self->TemplateObj->Load($rememberEnglishId); > } > } > # my changes end here =============================================== > > [snip] > -Dimitry From dimitry.faynerman at hypermediasystems.com Tue May 11 12:34:24 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 11 May 2004 09:34:24 -0700 Subject: FW: [rt-users] choosing template on the fly In-Reply-To: <40A0FBD3.4080903@acronis.ru> Message-ID: <000401c43775$d55427a0$2401140a@DimitryFaynerman> Sorry I couldn't really understand how these local things work. So, if I'm correct, I need to put SendEmail_Local.pm somewhere (local/lib - ???? directory) so that the parts of the code inside SendEmail_Local.pm overrides corresponding code from the "original" lib directory. But what about the name of the subroutine TemplateObj??? How does this work? Does RT try to override subroutine with the same name?? Thanks, Dimitry -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Tuesday, May 11, 2004 8:14 AM To: Dimitry Faynerman Cc: rt-users at lists.fsck.com Subject: Re: FW: [rt-users] choosing template on the fly I like your idea and solution, but I refactored it a little into _Local overlay file which doesn't touch Prepare sub. It use TemplateObj sub cause it simple and right places to do such override. I've done only use_ok test. Could you test it? Then I or you can fill it in wiki page. Comment about strange code below. Best regards. Ruslan. Dimitry Faynerman wrote: [snip] > > Here's the code: > > sub Prepare { > my $self = shift; > > # This actually populates the MIME::Entity fields in the Template Object > > unless ( $self->TemplateObj ) { > $RT::Logger->warning("No template object handed to $self\n"); > } > > # my changes start here =============================================== > # Use japanese template (if exists) if user's language is japanese > > my $UserObj = RT::User->new( $RT::SystemUser ); > $UserObj->Load($self->TicketObj->Requestors->UserMembersObj->First->Id); > > if (($self->TemplateObj) && > ((!$UserObj->Lang) || ($UserObj->Lang ne 'en'))) { This 'if condition' will be true if $UserObj->Lang is not defined or empty string. Refactored code has slightly different condtion. > my $rememberEnglishId = $self->TemplateObj->Id; > $self->TemplateObj->Load( > $self->TemplateObj->Name . " (" . $UserObj->Lang . ")"); > if (! $self->TemplateObj->Id) { > $self->TemplateObj->Load($rememberEnglishId); > } > } > # my changes end here =============================================== > > [snip] > -Dimitry From cubic at acronis.ru Tue May 11 12:58:41 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 11 May 2004 20:58:41 +0400 Subject: FW: [rt-users] choosing template on the fly In-Reply-To: <000401c43775$d55427a0$2401140a@DimitryFaynerman> References: <000401c43775$d55427a0$2401140a@DimitryFaynerman> Message-ID: <40A10641.9050807@acronis.ru> Dimitry Faynerman wrote: > > Sorry I couldn't really understand how these local things work. > So, if I'm correct, I need to put SendEmail_Local.pm somewhere (local/lib - > ???? directory) so that the parts of the code inside SendEmail_Local.pm > overrides corresponding code from the "original" lib directory. Read this to understand overlays: http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT You should place it in /path/to/rt/lib/RT/Actions/ /path/to/rt/local/lib/RT/Actions/ > > But what about the name of the subroutine TemplateObj??? How does this work? TemplateObj inherited from RT/Action/Generic.pm It's simple "getter". > Does RT try to override subroutine with the same name?? Yes, override. Look into last lines in RT/Action/SendEmail.pm, RT does next things: 1) disable warning about override. 2) require module 3) produces error when it takes place only if overlay exists. Ruslan. > > Thanks, > > Dimitry > From cubic at acronis.ru Tue May 11 13:02:58 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 11 May 2004 21:02:58 +0400 Subject: FW: [rt-users] choosing template on the fly In-Reply-To: <40A10641.9050807@acronis.ru> References: <000401c43775$d55427a0$2401140a@DimitryFaynerman> <40A10641.9050807@acronis.ru> Message-ID: <40A10742.1050204@acronis.ru> Ruslan U. Zakirov wrote: > Dimitry Faynerman wrote: > >> >> Sorry I couldn't really understand how these local things work. >> So, if I'm correct, I need to put SendEmail_Local.pm somewhere >> (local/lib - >> ???? directory) so that the parts of the code inside SendEmail_Local.pm >> overrides corresponding code from the "original" lib directory. > > Read this to understand overlays: > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > > You should place it in > /path/to/rt/lib/RT/Actions/ > /path/to/rt/local/lib/RT/Actions/ > Oops, not into both dirs, use only one. local is preferred From dimitry.faynerman at hypermediasystems.com Tue May 11 13:54:31 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 11 May 2004 10:54:31 -0700 Subject: FW: [rt-users] choosing template on the fly In-Reply-To: <40A10641.9050807@acronis.ru> Message-ID: <000601c43781$06186f30$2401140a@DimitryFaynerman> > > But what about the name of the subroutine TemplateObj??? How does this work? TemplateObj inherited from RT/Action/Generic.pm It's simple "getter". Oh I see... so TemplateObj was inherited from Generic package by default and now you override it within SendEmail package. Cool! Thanks, it worked! Dimitry From checkpoint at ozbergs.com Tue May 11 14:05:08 2004 From: checkpoint at ozbergs.com (Stevo) Date: Tue, 11 May 2004 11:05:08 -0700 Subject: [rt-users] Active Directory/LDAP Auth References: Message-ID: <13fd01c43782$7eba20e0$0a02010a@renditionnetworks.com> Here's another stupid question... where do I get ldap_auth from? ----- Original Message ----- From: "Kogami, Bruce" To: "Stevo" Cc: Sent: Tuesday, May 11, 2004 8:23 AM Subject: RE: [rt-users] Active Directory/LDAP Auth > Stevo, > > Here's a sample of our httpd.conf file. > We have Windows 2003 AD and I elected to create a ldap user to authenticate to the DC. > > Ldap_auth version: 1.6.0 > Apache version: 1.3.29 > > Good luck, > Bruce > > > DocumentRoot /opt/rt3/share/html > ServerName rtserver.subdomain.mydomain.com > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > ServerAdmin administrator at mydomain.com > > > SetHandler perl-script > PerlHandler RT::Mason > Options Indexes FollowSymLinks > AllowOverride None > order allow,deny > allow from all > AuthName "Request Tracker" > AuthType Basic > AuthLDAPUrl ldap://dcserver.subdomin.mydomain.com:389/ou=our_ou,dc=subdomain,dc=mydomain ,dc=com?sAMAccountName?sub?(objectclass=*) > #AuthLDAPURL untName > # need this account and setting because Active Directory > # does not allow anonymous binding by default > AuthLDAPBindDN "someldapuser at subdomain.mydomain.com" > AuthLDAPBindPassword ldapuserpassword > require valid-user > > > > > > -----Original Message----- > > From: Stevo [mailto:checkpoint at ozbergs.com] > > Sent: Tuesday, May 11, 2004 7:16 AM > > To: Marco Marongiu; Steven Coutts > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Active Directory/LDAP Auth > > > > I've been trying to get this setup on my RT install and haven't had any > > luck. What LDAP module are you guys using and with that version of > > Apache?? > > > > Also, if anyone who has this working could post the relevant sections of > > your httpd.conf file that would be awesome!!! > > > > Thanks > > > > Stevo > > > > ----- Original Message ----- > > From: "Marco Marongiu" > > To: "Steven Coutts" > > Cc: > > Sent: Tuesday, May 11, 2004 6:18 AM > > Subject: Re: [rt-users] Active Directory/LDAP Auth > > > > > > > > > > > > > Steven Coutts wrote: > > > > Have searched and searched on google, can anyone give me a hint? > > > > > > I had the same problem. Besides restarting apache from the ground up > > > (i.e.: stop, then start; not restart), close all your browser windows > > > and restart it fresh. > > > > > > Let me know if it works. > > > > > > Cheers > > > --bronto > > > > > > -- > > > Marco Marongiu - Int. IT Services _|_ [] _ [] > > > Email: mmarongiu at tiscali.com | _ __ __ __ | _ > > > Phone: +39 070 460 1684 | | \ / __| | | _ > > > Fax: +39 070 460 9684 |_| _|_ _\ \__ [__| _|_ _|_ [_] > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > RT Developer and Administrator training is coming to LA, DC and > > Frankfurt > > this spring and summer. > > > http://bestpractical.com/services/training.html > > > > > > Sign up early, as class space is limited. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Developer and Administrator training is coming to LA, DC and Frankfurt > > this spring and summer. > > http://bestpractical.com/services/training.html > > > > Sign up early, as class space is limited. > > > *************************************************************** > This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. > *************************************************************** From rafaelm at cpqd.com.br Tue May 11 14:16:57 2004 From: rafaelm at cpqd.com.br (Rafael Rodrigo Martinati) Date: Tue, 11 May 2004 15:16:57 -0300 Subject: [rt-users] The user root was desabled by mistake and the is not another super user... Message-ID: <6B9604063D23374295487CA69A85EBA8D7070F@MAILSRV1.aquarius.cpqd.com.br> Dear all... The user root was desabled by mistake and the is not another super user seted up... I can creat new users and even change the permission... What can I do to solve this issue? Thank you very much... Rafael From erik at coloradosprings.com Tue May 11 16:40:46 2004 From: erik at coloradosprings.com (Erik Boles) Date: Tue, 11 May 2004 14:40:46 -0600 Subject: [rt-users] Changing the "Example.com" header Message-ID: Paul, This entry exists in the RT_Cnfig.pm, but not in RT_SiteConfig.pm, in fact there is not even an entry in RT_SiteConfig.pm for the Set($rtname parameter. In the RT_Config.pm file it already lists what I want it to say, it just doesn't show up on the web interface nor in the autoreply emails to the users, everything goes out as example.com. Any ideas? Thanks, Erik Erik, try the RT_SiteConfig.pm file... specifically the Set($rtname, 'example.com') change example.com to whatever it is you like.. the docs however say it is preferred that you use your domain name to make it unique. also, changing this when there are already live tickets tends to mess things up becoz new updates to live tickets after the change tend to lose their way in updating the correct ticket. From jeany.berube at adsinc.ca Tue May 11 17:04:28 2004 From: jeany.berube at adsinc.ca (=?ISO-8859-1?Q?Jean-Yan_B=E9rub=E9?=) Date: Tue, 11 May 2004 17:04:28 -0400 Subject: [rt-users] Changing the "Example.com" header In-Reply-To: References: Message-ID: <40A13FDC.1010008@adsinc.ca> You have to copy the content of RT_Config.pm into RT_SiteConfig.pm, the you change the parameters. When you web server starts, it reads only RT_SiteConfig. RT_Config is only a backup of the original configuration. Jean-Yan Erik Boles wrote: >Paul, > >This entry exists in the RT_Cnfig.pm, but not in RT_SiteConfig.pm, in fact >there is not even an entry in RT_SiteConfig.pm for the Set($rtname >parameter. > >In the RT_Config.pm file it already lists what I want it to say, it just >doesn't show up on the web interface nor in the autoreply emails to the >users, everything goes out as example.com. > >Any ideas? > >Thanks, > >Erik > > > > >Erik, > >try the RT_SiteConfig.pm file... specifically the Set($rtname, >'example.com') > >change example.com to whatever it is you like.. the docs however say it is >preferred that you use your domain name to make it unique. >also, changing this when there are already live tickets tends to mess >things up becoz new updates to live tickets after the change tend to lose >their way in updating the correct ticket. > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. > > > From dimitry.faynerman at hypermediasystems.com Tue May 11 17:39:58 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 11 May 2004 14:39:58 -0700 Subject: [rt-users] Changing the "Example.com" header In-Reply-To: <40A13FDC.1010008@adsinc.ca> Message-ID: <000801c437a0$85ae8a80$2401140a@DimitryFaynerman> That's not correct AFAIK RT reads both files, and if it doesn't found something in RT_SiteConfig.pm, then it searches for this prarmeter in RT_Config.pm -Dimitry -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jean-Yan B? ub When you web server starts, it reads only RT_SiteConfig. RT_Config is only a backup of the original configuration. From bill at daze.net Tue May 11 18:12:43 2004 From: bill at daze.net (bill at daze.net) Date: Tue, 11 May 2004 15:12:43 -0700 (PDT) Subject: [rt-users] Re: Changing the "Example.com" header In-Reply-To: <20040511204150.6461C84C20E@pallas.eruditorum.org> References: <20040511204150.6461C84C20E@pallas.eruditorum.org> Message-ID: <20040511150728.I712@droid.daze.net> > This entry exists in the RT_Cnfig.pm, but not in RT_SiteConfig.pm, in fact > there is not even an entry in RT_SiteConfig.pm for the Set($rtname > parameter. RT_SiteConfig.pm contains *your* changes to the system defaults. So it won't be there until you put it there. RT_Config.pm is the system defaults and you do not want to change them. All of your changes from system defaults, or site-specific configuration should always go in RT_SiteConfig.pm. The RT_Config.pm file may get whacked on upgrades so you would lose all of your customizations if you add them there. > In the RT_Config.pm file it already lists what I want it to say, it just > doesn't show up on the web interface nor in the autoreply emails to the > users, everything goes out as example.com. Have you STOPPED and then STARTED Apache? Restarts don't count. From erik at coloradosprings.com Tue May 11 18:22:13 2004 From: erik at coloradosprings.com (Erik Boles) Date: Tue, 11 May 2004 16:22:13 -0600 Subject: [rt-users] Re: Changing the "Example.com" header In-Reply-To: Message-ID: On 5/11/04 4:12 PM, "bill at daze.net" , emailed the following: > Have you STOPPED and then STARTED Apache? Restarts don't count. Thanks Bill. That was it, didn't know restarts didn't work...going to pick up my app at McDonalds on the way home tonight.... Erik From charon at cyc.com Tue May 11 20:22:57 2004 From: charon at cyc.com (Charles Smith) Date: Tue, 11 May 2004 19:22:57 -0500 Subject: [rt-users] rt-mailgate problem with rt-3.0.10 / SuSE 9.1 Message-ID: <1084321377.8654.66.camel@acheron.cyc.com> So here's the deal: I just upgraded both RT and SuSE at the same time, from 3.0.07 and 9.0 to 3.0.10 and 9.1 respectively. I also went from apache 1.3x to apache 2 (apache1 no longer comes with SuSE as of 9.1) Anyway, it worked before I upgraded. Now, the WebUI works just fine, but any emails that hit rt-mailgate generate this error message: An Error Occurred ================= 500 EOF It doesn't matter whether it goes through postfix, or whether I call it on the command line manually, it still says the same thing (i.e. It's not a delivery or alias issue). I only saw one other post in the archives with this error message, and it mentioned the permissions on the var/mason_data/cache directory, but I have checked that and other directories, and they all seem to have the correct permissions. I gave the configure script the new user/group for apache2 before running the "make upgrade" and it seems to have worked as designed. I can only figure this is some kind of apache or Mason configuration problem? Not sure. All perl modules are completely up to date. Any help someone could give would be appreciated. Thanks, -Charles From erik at coloradosprings.com Tue May 11 20:34:10 2004 From: erik at coloradosprings.com (Erik Boles) Date: Tue, 11 May 2004 18:34:10 -0600 Subject: [rt-users] rt-mailgate problem with rt-3.0.10 / SuSE 9.1 In-Reply-To: Message-ID: Charles, Are you running sendmail? If so, do you have soft link in the /etc/smrsh directory for the rt-mailgate? This isn't the exact error that I got with that problem, but the 500 EOF was definitely in there along with some other stuff. Remember that Sendmail smrsh runs caged. Erik On 5/11/04 6:22 PM, "charon at cyc.com" , emailed the following: > So here's the deal: > > I just upgraded both RT and SuSE at the same time, from 3.0.07 and 9.0 > to 3.0.10 and 9.1 respectively. I also went from apache 1.3x to apache 2 > (apache1 no longer comes with SuSE as of 9.1) > > Anyway, it worked before I upgraded. Now, the WebUI works just fine, but > any emails that hit rt-mailgate generate this error message: > > An Error Occurred > ================= > > 500 EOF > > It doesn't matter whether it goes through postfix, or whether I call it > on the command line manually, it still says the same thing (i.e. It's > not a delivery or alias issue). > > I only saw one other post in the archives with this error message, and > it mentioned the permissions on the var/mason_data/cache directory, but > I have checked that and other directories, and they all seem to have the > correct permissions. I gave the configure script the new user/group for > apache2 before running the "make upgrade" and it seems to have worked as > designed. > > I can only figure this is some kind of apache or Mason configuration > problem? Not sure. All perl modules are completely up to date. > > Any help someone could give would be appreciated. > > Thanks, > -Charles > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt > this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > From asjl at citylink.co.nz Wed May 12 01:47:12 2004 From: asjl at citylink.co.nz (Andy Linton) Date: Wed, 12 May 2004 17:47:12 +1200 Subject: [rt-users] rt3, losing fixed-font formatting in ticket display In-Reply-To: <20040210185140.GJ10803@fsck.com> References: <038d01c3ef59$9bad2790$88180a0a@MRZTP> <200402101321.09699.as@sysformance.com> <004c01c3f006$4ee84220$88180a0a@MRZTP> <20040210185140.GJ10803@fsck.com> Message-ID: <40A1BA60.8080702@citylink.co.nz> Jesse Vincent wrote: > > > On Tue, Feb 10, 2004 at 10:47:17AM -0800, matthew zeier wrote: > >>However, the ticket content shows with proportional spacing (still). If I >>reply/comment to a ticket item, the quoted text shows the monospaced content >>(it's an ASCII network diagram). > > > The "download" link should display it correctly as well. > >>The only way to properly view this is to reply to a ticket which is a less >>than ideal way to read these things. >> >> >>What other nugget am I missing? > > > HTML clobbers whitespace unless text is enclosed in a "
" block.

I've been trying this but it's not clear how you use a 
 tag here. 
I've got the output of a web form being directed to RT via email and I'd 
like to retain the spacing in the ASCII text e.g.


Site Details
++++++++++++

Contact person on site:       Wylee Coyote
Telephone No:                 4564564564
Email:                        wc at acme.org
Building Name:                sdff
Floor No:                     hkjjh
Street No & name:             hjk
City:                         Smallville

vs

Site Details
++++++++++++

Contact person on site: Wylee Coyote
Telephone No: 4564564564
Email: wc at acme.org
Building Name: sdff
Floor No: hkjjh
Street No & name: hjk
City: Smallville

I've tried the suggested changed to fixed font and that works fine but 
the white space gets squeezed.




From Samuel.Senoner at eurac.edu  Wed May 12 02:21:32 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Wed, 12 May 2004 08:21:32 +0200
Subject: [rt-users] Active Directory/LDAP Auth
Message-ID: <8ABC35686C73554691F3481C4023BE5E01897035@abz01be.eurac.edu>

There are many modules, search in google or apache homepage, here an example:

http://www.rudedog.org/auth_ldap/

If you have debian you just need to apt-cache search ldap or auth_ldap and find the name of the package.

SAmuel 


From pds at skyinet.net  Wed May 12 04:26:00 2004
From: pds at skyinet.net (Paul Suela)
Date: Wed, 12 May 2004 16:26:00 +0800
Subject: [rt-users] Changing the "Example.com" header
In-Reply-To: 
References: 
Message-ID: <40A1DF98.5080709@skyinet.net>

Erik,

I'm using rt 3.0.10 via debian testing (sarge)... according to the docs 
i  read... there are options not explicitly listed in the 
RT_SiteConfig.pm... in my experience the 
Set($ParseNewMessageForTicketCcs , undef); option was not in there also 
but i manually added it in.

its said in the /usr/share/doc/request-tracker3/INSTALL.Debian.gz file 
that....

"Note that the default settings in RT_config.pm are used for any options 
you do put into RT_SiteConfig.pm. You should *NEVER* edit the 
RT_Config.pm file directly; always use the RT_SiteConfig.pm..... I 
recommend that you read /etc/request-tracker3/RT_Config.pm thoroughly 
and copy/edit the extra bits you think you need into the 
RT_SiteConfig.pm file"

in this case the extra bits that applies to you should probably be the 
($rtname) parameter.

hope this helps.




Erik Boles wrote:

>Paul,
>
>This entry exists in the RT_Config.pm, but not in RT_SiteConfig.pm, in fact
>there is not even an entry in RT_SiteConfig.pm for the Set($rtname
>parameter.
>
>In the RT_Config.pm file it already lists what I want it to say, it just
>doesn't show up on the web interface nor in the autoreply emails to the
>users, everything goes out as example.com.
>
>Any ideas?
>
>Thanks,
>
>Erik
>
>
>
>
>Erik, 
>
>try the RT_SiteConfig.pm file... specifically the Set($rtname,
>'example.com') 
>
>change example.com to whatever it is you like.. the docs however say it is
>preferred that you use your domain name to make it unique.
>also, changing this when there are already live tickets tends to mess
>things up becoz new updates to live tickets after the change tend to lose
>their way in updating the correct ticket.
>
>
>
>
>  
>


From jalgermissen at topicmapping.com  Wed May 12 07:54:44 2004
From: jalgermissen at topicmapping.com (Jan Algermissen)
Date: Wed, 12 May 2004 13:54:44 +0200
Subject: [rt-users] Clients in multiple time zones
Message-ID: <40A21084.39DE53C1@topicmapping.com>

Hi,

we are using RT to provide services to clients that are located in
different time zones, some of them different from the RT server's
time zone.

Does anyone have information how to make the various dates appear
correct for the various requestors, watchers etc. in various time zones
while keeping them in GMT (or whatever) inside RT?

It seems the best (only) way would be to use the mail server's and
Web browser's (need to check if they sens some) timezone information
and to convert to GMT. Any ideas or did anyone encounter the same
problem?

Thanks in advance,

Jan



-- 
Jan Algermissen                           http://www.topicmapping.com
Consultant & Programmer	                  http://www.gooseworks.org


From jesse at bestpractical.com  Wed May 12 11:16:14 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 12 May 2004 11:16:14 -0400
Subject: [rt-users] Clients in multiple time zones
In-Reply-To: <40A21084.39DE53C1@topicmapping.com>
References: <40A21084.39DE53C1@topicmapping.com>
Message-ID: <20040512151614.GK6778@pallas.eruditorum.org>


On Wed, May 12, 2004 at 01:54:44PM +0200, Jan Algermissen wrote:
> Hi,
> 
> we are using RT to provide services to clients that are located in
> different time zones, some of them different from the RT server's
> time zone.
> 
> Does anyone have information how to make the various dates appear
> correct for the various requestors, watchers etc. in various time zones
> while keeping them in GMT (or whatever) inside RT?

RT provides most of the infrastructure needed to make timezone for
display a per-user preference. We've just never had a customer who
needed to go all the way to making it settable. 

> It seems the best (only) way would be to use the mail server's and
> Web browser's (need to check if they sens some) timezone information
> and to convert to GMT. Any ideas or did anyone encounter the same
> problem?

I don't believe you can get enough out of the information out of the
browser to know what timezone it's in. You _might_ be able to use a
javascript hack to get its offset from GMT, but I've not explored that.

Jesse

> Thanks in advance,
> 
> Jan
> 
> 
> 
> -- 
> Jan Algermissen                           http://www.topicmapping.com
> Consultant & Programmer	                  http://www.gooseworks.org
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 

-- 


From cubic at acronis.ru  Wed May 12 11:27:32 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 12 May 2004 19:27:32 +0400
Subject: [rt-users] Clients in multiple time zones
In-Reply-To: <20040512151614.GK6778@pallas.eruditorum.org>
References: <40A21084.39DE53C1@topicmapping.com>
	<20040512151614.GK6778@pallas.eruditorum.org>
Message-ID: <40A24264.90302@acronis.ru>

Jesse Vincent wrote:
> On Wed, May 12, 2004 at 01:54:44PM +0200, Jan Algermissen wrote:
> 
>>It seems the best (only) way would be to use the mail server's and
>>Web browser's (need to check if they sens some) timezone information
>>and to convert to GMT. Any ideas or did anyone encounter the same
>>problem?
> 
> 
> I don't believe you can get enough out of the information out of the
> browser to know what timezone it's in. You _might_ be able to use a
> javascript hack to get its offset from GMT, but I've not explored that.
Jesse are right, only JavaScript.
var tzoffset = new Date().getTimezoneOffset; //offset against GMT in sec

http://devedge.netscape.com/library/manuals/2000/javascript/1.5/reference/date.html#1193844

		Best regards. Ruslan.
> 
> Jesse
> 
> 
>>Thanks in advance,
>>
>>Jan


From jalgermissen at topicmapping.com  Wed May 12 11:43:20 2004
From: jalgermissen at topicmapping.com (Jan Algermissen)
Date: Wed, 12 May 2004 17:43:20 +0200
Subject: [rt-users] Clients in multiple time zones
References: <40A21084.39DE53C1@topicmapping.com>
	<20040512151614.GK6778@pallas.eruditorum.org>
Message-ID: <40A24618.D3159F40@topicmapping.com>

Thanks Jesse,

Jesse Vincent wrote:

> RT provides most of the infrastructure needed to make timezone for
> display a per-user preference. We've just never had a customer who
> needed to go all the way to making it settable.

so...can you give me a hint what the most elegant approach would be to
add this 'field' to the user information?

OTH, some of our RT users (the service providing staff) will most likely
more or less frequently change time zones by traveling. So the effective
time zone should actually be derived from the current location of the
user...yech, that's difficult or impossible.

> 
> > It seems the best (only) way would be to use the mail server's and
> > Web browser's (need to check if they sens some) timezone information
> > and to convert to GMT. Any ideas or did anyone encounter the same
> > problem?
> 
> I don't believe you can get enough out of the information out of the
> browser to know what timezone it's in. You _might_ be able to use a
> javascript hack to get its offset from GMT, but I've not explored that.

Thanks, I'll propably try that.

Jan


> 
> Jesse
> 
> > Thanks in advance,
> >
> > Jan
> >
> >
> >
> > --
> > Jan Algermissen                           http://www.topicmapping.com
> > Consultant & Programmer                         http://www.gooseworks.org
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> > http://bestpractical.com/services/training.html
> >
> > Sign up early, as class space is limited.
> 
> --

-- 
Jan Algermissen                           http://www.topicmapping.com
Consultant & Programmer	                  http://www.gooseworks.org


From jalgermissen at topicmapping.com  Wed May 12 11:53:53 2004
From: jalgermissen at topicmapping.com (Jan Algermissen)
Date: Wed, 12 May 2004 17:53:53 +0200
Subject: [rt-users] Clients in multiple time zones
References: <40A21084.39DE53C1@topicmapping.com>
	<20040512151614.GK6778@pallas.eruditorum.org>
Message-ID: <40A24891.1AEEEED2@topicmapping.com>

Jesse Vincent wrote:

> RT provides most of the infrastructure needed to make timezone for
> display a per-user preference. We've just never had a customer who
> needed to go all the way to making it settable.

Hmm...I just thought about reusing an existing preferences field (we don't
really use all of them) and using some scrips (for transactions) and
adjustments of the HTML pages (for display) to adjust the dates appropriately.
What do others think of this approach?


Jan


From charon at cyc.com  Wed May 12 12:10:20 2004
From: charon at cyc.com (Charles Smith)
Date: Wed, 12 May 2004 11:10:20 -0500
Subject: [rt-users] rt-mailgate problem with rt-3.0.10 / SuSE 9.1
In-Reply-To: 
References: 
Message-ID: <1084378220.27105.2.camel@acheron.cyc.com>

No, I am running postfix-2.0.19. I was running postfix with RT before
the upgrade too, with the exact same mail settings. 

Thanks,
-Charles

On Tue, 2004-05-11 at 19:34, Erik Boles wrote:
> Charles,
> 
> Are you running sendmail?  If so, do you have soft link in the /etc/smrsh
> directory for the rt-mailgate?
> 
> This isn't the exact error that I got with that problem, but the 500 EOF was
> definitely in there along with some other stuff.
> 
> Remember that Sendmail smrsh runs caged.
> 
> Erik
> 
> 
> On 5/11/04 6:22 PM, "charon at cyc.com" , emailed the
> following:
> 
> > So here's the deal:
> > 
> > I just upgraded both RT and SuSE at the same time, from 3.0.07 and 9.0
> > to 3.0.10 and 9.1 respectively. I also went from apache 1.3x to apache 2
> > (apache1 no longer comes with SuSE as of 9.1)
> > 
> > Anyway, it worked before I upgraded. Now, the WebUI works just fine, but
> > any emails that hit rt-mailgate generate this error message:
> > 
> > An Error Occurred
> > =================
> > 
> > 500 EOF
> > 
> > It doesn't matter whether it goes through postfix, or whether I call it
> > on the command line manually, it still says the same thing (i.e. It's
> > not a delivery or alias issue).
> > 
> > I only saw one other post in the archives with this error message, and
> > it mentioned the permissions on the var/mason_data/cache directory, but
> > I have checked that and other directories, and they all seem to have the
> > correct permissions. I gave the configure script the new user/group for
> > apache2 before running the "make upgrade" and it seems to have worked as
> > designed.
> > 
> > I can only figure this is some kind of apache or Mason configuration
> > problem? Not sure. All perl modules are completely up to date.
> > 
> > Any help someone could give would be appreciated.
> > 
> > Thanks,
> > -Charles
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Developer and Administrator training is coming to LA, DC and Frankfurt
> > this spring and summer.
> > http://bestpractical.com/services/training.html
> > 
> > Sign up early, as class space is limited.
> > 


From jesse at bestpractical.com  Wed May 12 12:12:59 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 12 May 2004 12:12:59 -0400
Subject: [rt-users] Clients in multiple time zones
In-Reply-To: <40A24891.1AEEEED2@topicmapping.com>
References: <40A21084.39DE53C1@topicmapping.com>
	<20040512151614.GK6778@pallas.eruditorum.org>
	<40A24891.1AEEEED2@topicmapping.com>
Message-ID: <20040512161259.GR6778@pallas.eruditorum.org>




On Wed, May 12, 2004 at 05:53:53PM +0200, Jan Algermissen wrote:
> Jesse Vincent wrote:
> 
> > RT provides most of the infrastructure needed to make timezone for
> > display a per-user preference. We've just never had a customer who
> > needed to go all the way to making it settable.
> 
> Hmm...I just thought about reusing an existing preferences field (we don't
> really use all of them) and using some scrips (for transactions) and
> adjustments of the HTML pages (for display) to adjust the dates appropriately.
> What do others think of this approach?
 
You might want to just modify RT::Date instead...

> Jan

-- 


From david.michal at rabatcr.cz  Wed May 12 12:45:16 2004
From: david.michal at rabatcr.cz (David Michal)
Date: Wed, 12 May 2004 18:45:16 +0200
Subject: [rt-users] Only super-user can see something after logon to RT,
	no one else.
Message-ID: <40A2549C.9040607@rabatcr.cz>

Helo,
I think I must have some mismatch in my RT's users rights settings. When 
user with super-user rights login, then he can see everything on RT. But 
if someone other is login to the RT then he is getting just blank page. 
I can't see anything wrong in my users rights settings, and I could not 
find where the problem is.
Another problem I have is that privileged users (staff members) don't 
getting any mail about new request. Even I was put some users as 
AdminCC, than the user still getting no mail from RT. Autoreply is 
working well, so I guess that mail system(Exim) is ok.
Please anybody know some resolutions for my problems? I'm using RT 3.0.9.
Thanks,
David




From cubic at acronis.ru  Wed May 12 12:52:42 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 12 May 2004 20:52:42 +0400
Subject: [rt-users] Only super-user can see something after logon to RT,
	no one else.
In-Reply-To: <40A2549C.9040607@rabatcr.cz>
References: <40A2549C.9040607@rabatcr.cz>
Message-ID: <40A2565A.4030703@acronis.ru>

David Michal wrote:
> Helo,
> I think I must have some mismatch in my RT's users rights settings. When 
> user with super-user rights login, then he can see everything on RT. But 
> if someone other is login to the RT then he is getting just blank page.
Blank or RT layout with emptylists? 'blank page' is bad.
What do log files tell?

> I can't see anything wrong in my users rights settings, and I could not 
> find where the problem is.
> Another problem I have is that privileged users (staff members) don't 
> getting any mail about new request. Even I was put some users as 
> AdminCC, than the user still getting no mail from RT. Autoreply is 
> working well, so I guess that mail system(Exim) is ok.
> Please anybody know some resolutions for my problems? I'm using RT 3.0.9.
> Thanks,
> David
> 


From dkent at a9.com  Wed May 12 13:56:22 2004
From: dkent at a9.com (Don Kent)
Date: Wed, 12 May 2004 10:56:22 -0700
Subject: [rt-users] SelfService anon login support?
Message-ID: <1084384582.4441.135.camel@dkent>

Trying to do: Allow Anonymous webusers to view the SelfService area to
look at Queues and Ticket status.

Using RT3, apache 1.3 on RedHat 3.0.

If there are docs covering this, please feel free to just point me
there...but I have not been able to find it in the documentation or the
Wiki so far.

-- 
Don Kent
Systems Engineer
dkent at corp.a9.com



From pjsm at fct.unl.pt  Wed May 12 14:02:01 2004
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Wed, 12 May 2004 19:02:01 +0100 (WEST)
Subject: [rt-users] rt-3.0.10 RPMS: Call for testers
Message-ID: 

	Hi!

	The RPMS are out for testing... it should apply run very good 
under RHEL/WBEL and might also work under Fedora.

	It's built with perl-5.8.0, mysql and apache2/modperl2 (or 1.99), 
it has some patches to correct known problems, to see details do:

rpm -qp --changelog rt-3.0.10-1.noarch.rpm

	All needed extra files and updates are located at:

	http://campus.fct.unl.pt/paulomatos/rt/ 

	If you use yum read README file.

	Please test it and send me some feed back.

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Servi?o de Inform?tica           |
|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
 ----------------------------------- ----------------------------------


From josh at kcore.net  Wed May 12 14:20:04 2004
From: josh at kcore.net (Josh Kocinski)
Date: Wed, 12 May 2004 14:20:04 -0400 (EDT)
Subject: [rt-users] WebUI - webmux causes apache to not start
Message-ID: 

Basically, as long as the line:

PerlRequire /var/rt3/bin/webmux.pl

is in my httpd.conf, apache will not start at all. No errors, no core, no
logs entries, nothin'.

I have posted an output of a ktrace on httpd -X at:

http://josh.sirkain.net/stuff/ktrace.out.txt

Relevant data includes:

* VirtualHost directives are copied verbatim from install instructions
* OS is OpenBSD
* Apache chroot() is disabled
* All prerequisite perl modules are installed
* mod_perl is statically linked with Apache
* mod_perl is 1.29, apache is 1.3.29

Any ideas, suggestions, or solutions are aprreciated. Apologies in advance
if I've been to brief/left something out.

===
Josh Kocinski
josh at kcore.net
cl0secall at yahoo.com




From pjsm at fct.unl.pt  Wed May 12 14:17:38 2004
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Wed, 12 May 2004 19:17:38 +0100 (WEST)
Subject: [rt-users] Using Procmail to deliver RT-mail to queues
In-Reply-To: <20040504235705.26FF9193689@Polaris.commocapr.com>
References: <20040504235705.26FF9193689@Polaris.commocapr.com>
Message-ID: 

On Tue, 4 May 2004, Iomar Vargas wrote:

> Do I have to make an alias? How procmail works? I know that every email has
> to be dispatched to rt_dispatcher, but how it does the map from
> interfaces->rt_dispatcher? I think here is the magic:
> 
> $ cat /etc/mail/virtusertable
> postmaster at rt.mydomain.com postmaster
> @rt.mydomain.com rt_dispatcher
> 
> But these are alias? Do I have to put these aliases on postfix? 

First of all, the setup on the page you referred is for sendmail+procmail.
What you have to do is investigate how virtual domains work under postfix 
and reproduce what's on 'virtusertable' on a 'postfix way'. And yes, those 
are alias from address to users on the machine. 

> I just send an email to interfaces at rt.mydomain.com and didn't work out
> (Undeliverable mail return to sender,  mail for rt.mydomain.com loops back
> to myself. From the mailer-daemon at mydomain.com.
This seems to be a completely different issue now. Either you have an A 
record for rt.mydomain.com which points to the host that receives email, 
or you have to do an MX record to the corresponding host.

	Hope this helps.

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Servi?o de Inform?tica           |
|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
 ----------------------------------- ----------------------------------


From charon at cyc.com  Wed May 12 16:31:28 2004
From: charon at cyc.com (Charles Smith)
Date: Wed, 12 May 2004 15:31:28 -0500
Subject: [rt-users] rt-mailgate problem with rt-3.0.10 / SuSE 9.1
In-Reply-To: <1084321377.8654.66.camel@acheron.cyc.com>
References: <1084321377.8654.66.camel@acheron.cyc.com>
Message-ID: <1084393888.27102.16.camel@acheron.cyc.com>

I have just verified that even if I go back to the version of RT I was
using before, 3-0-07_01, rt-mailgate still does the same thing.

Could this be some kind of incompatability between RT and my version of
gcc (3.3.3) or kernel (2.6.4) or something else? 

I'm starting to run out of options besides keeping one machine
back-rev'ed to SuSE 9.0..

Thanks,
-Charles

On Tue, 2004-05-11 at 19:22, Charles Smith wrote:
> So here's the deal:
> 
> I just upgraded both RT and SuSE at the same time, from 3.0.07 and 9.0
> to 3.0.10 and 9.1 respectively. I also went from apache 1.3x to apache 2
> (apache1 no longer comes with SuSE as of 9.1)
> 
> Anyway, it worked before I upgraded. Now, the WebUI works just fine, but
> any emails that hit rt-mailgate generate this error message:
> 
> An Error Occurred
> =================
>  
> 500 EOF
> 
> It doesn't matter whether it goes through postfix, or whether I call it
> on the command line manually, it still says the same thing (i.e. It's
> not a delivery or alias issue).
> 
> I only saw one other post in the archives with this error message, and
> it mentioned the permissions on the var/mason_data/cache directory, but
> I have checked that and other directories, and they all seem to have the
> correct permissions. I gave the configure script the new user/group for
> apache2 before running the "make upgrade" and it seems to have worked as
> designed.
> 
> I can only figure this is some kind of apache or Mason configuration
> problem? Not sure. All perl modules are completely up to date. 
> 
> Any help someone could give would be appreciated.
> 
> Thanks,
> -Charles
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 


From kfh at mqsoftware.com  Wed May 12 16:52:39 2004
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 12 May 2004 15:52:39 -0500
Subject: [rt-users] v0.1.4 of Statistics3 released
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD5846B6@mailservermn.mqsoftware.com>

Rick Ellis has been kind enough to submit several sets of changes, so I
decided it was time to do a new release, even though I haven't done much
myself.

The wiki page at
http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage has been
updated.

I strongly suggest you backup your RT before installing this!

Thanks,
-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com
 



From bkogami at randmcnally.com  Wed May 12 17:45:20 2004
From: bkogami at randmcnally.com (Kogami, Bruce)
Date: Wed, 12 May 2004 14:45:20 -0700
Subject: [rt-users] Performance problems
Message-ID: 

All,

We are having performance problems with RT. I have two separate RT systems. A production server running RT 3.0.9, mysql 3.23.58, perl 5.8.0, apache 1.3.29 and a test server running RT 3.0.10, mysql 4.0.18 and perl 5.8.4, apache 1.3.29. Both show the same problem.

When I start go to the RT help ticket site, I have no problem. Searching and looking at tickets are no problem. We start to have problems when either creating new tickets or modifying tickets. It might take up to a minute before the new ticket is created.

Has anyone run into this before? Is it a mysql problem? Apache problem?

Any help would be great.

Thanks,
Bruce


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From charon at cyc.com  Wed May 12 18:16:24 2004
From: charon at cyc.com (Charles Smith)
Date: Wed, 12 May 2004 17:16:24 -0500
Subject: [rt-users] rt-mailgate problem with rt-3.0.10 / SuSE 9.1
In-Reply-To: <200405122046.i4CKkS6g015136@ sportina.si>
References: <200405122046.i4CKkS6g015136@ sportina.si>
Message-ID: <1084400184.27105.30.camel@acheron.cyc.com>

Yes, I tried sendmail (with both versions of RT) but it did not change
the error message. It really looks like some kind of problem between the
rt-mailgate binary itsself and something else.

Also, I have all my logs turned all the way up, but that's as extensive
as the error message gets.

Thanks,
-Charles

On Wed, 2004-05-12 at 15:46, Ale? Su?nik wrote:
> Tried switching to some other MTA, for the sake of testing?
> 
> A.
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles Smith
> Sent: Wednesday, May 12, 2004 10:31 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] rt-mailgate problem with rt-3.0.10 / SuSE 9.1
> 
> I have just verified that even if I go back to the version of RT I was
> using before, 3-0-07_01, rt-mailgate still does the same thing.
> 
> Could this be some kind of incompatability between RT and my version of
> gcc (3.3.3) or kernel (2.6.4) or something else? 
> 
> I'm starting to run out of options besides keeping one machine
> back-rev'ed to SuSE 9.0..
> 
> Thanks,
> -Charles
> 
> On Tue, 2004-05-11 at 19:22, Charles Smith wrote:
> > So here's the deal:
> > 
> > I just upgraded both RT and SuSE at the same time, from 3.0.07 and 9.0
> > to 3.0.10 and 9.1 respectively. I also went from apache 1.3x to apache 2
> > (apache1 no longer comes with SuSE as of 9.1)
> > 
> > Anyway, it worked before I upgraded. Now, the WebUI works just fine, but
> > any emails that hit rt-mailgate generate this error message:
> > 
> > An Error Occurred
> > =================
> >  
> > 500 EOF
> > 
> > It doesn't matter whether it goes through postfix, or whether I call it
> > on the command line manually, it still says the same thing (i.e. It's
> > not a delivery or alias issue).
> > 
> > I only saw one other post in the archives with this error message, and
> > it mentioned the permissions on the var/mason_data/cache directory, but
> > I have checked that and other directories, and they all seem to have the
> > correct permissions. I gave the configure script the new user/group for
> > apache2 before running the "make upgrade" and it seems to have worked as
> > designed.
> > 
> > I can only figure this is some kind of apache or Mason configuration
> > problem? Not sure. All perl modules are completely up to date. 
> > 
> > Any help someone could give would be appreciated.
> > 
> > Thanks,
> > -Charles
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer.
> > http://bestpractical.com/services/training.html
> > 
> > Sign up early, as class space is limited. 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 
> 


From charon at cyc.com  Wed May 12 17:44:59 2004
From: charon at cyc.com (Charles Smith)
Date: Wed, 12 May 2004 16:44:59 -0500
Subject: [rt-users] rt-mailgate problem with rt-3.0.10 / SuSE 9.1
In-Reply-To: <200405122046.i4CKkS6g015136@ sportina.si>
References: <200405122046.i4CKkS6g015136@ sportina.si>
Message-ID: <1084398298.27100.27.camel@acheron.cyc.com>

Yes, I tried sendmail (with both versions of RT) but it did not change
the error message. It really looks like some kind of problem between the
rt-mailgate binary itsself and something else.

Also, I have all my logs turned all the way up, but that's as extensive
as the error message gets.

Thanks,
-Charles

On Wed, 2004-05-12 at 15:46, Ale? Su?nik wrote:
> Tried switching to some other MTA, for the sake of testing?
> 
> A.
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles Smith
> Sent: Wednesday, May 12, 2004 10:31 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] rt-mailgate problem with rt-3.0.10 / SuSE 9.1
> 
> I have just verified that even if I go back to the version of RT I was
> using before, 3-0-07_01, rt-mailgate still does the same thing.
> 
> Could this be some kind of incompatability between RT and my version of
> gcc (3.3.3) or kernel (2.6.4) or something else? 
> 
> I'm starting to run out of options besides keeping one machine
> back-rev'ed to SuSE 9.0..
> 
> Thanks,
> -Charles
> 
> On Tue, 2004-05-11 at 19:22, Charles Smith wrote:
> > So here's the deal:
> > 
> > I just upgraded both RT and SuSE at the same time, from 3.0.07 and 9.0
> > to 3.0.10 and 9.1 respectively. I also went from apache 1.3x to apache 2
> > (apache1 no longer comes with SuSE as of 9.1)
> > 
> > Anyway, it worked before I upgraded. Now, the WebUI works just fine, but
> > any emails that hit rt-mailgate generate this error message:
> > 
> > An Error Occurred
> > =================
> >  
> > 500 EOF
> > 
> > It doesn't matter whether it goes through postfix, or whether I call it
> > on the command line manually, it still says the same thing (i.e. It's
> > not a delivery or alias issue).
> > 
> > I only saw one other post in the archives with this error message, and
> > it mentioned the permissions on the var/mason_data/cache directory, but
> > I have checked that and other directories, and they all seem to have the
> > correct permissions. I gave the configure script the new user/group for
> > apache2 before running the "make upgrade" and it seems to have worked as
> > designed.
> > 
> > I can only figure this is some kind of apache or Mason configuration
> > problem? Not sure. All perl modules are completely up to date. 
> > 
> > Any help someone could give would be appreciated.
> > 
> > Thanks,
> > -Charles
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer.
> > http://bestpractical.com/services/training.html
> > 
> > Sign up early, as class space is limited. 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 
> 


From m.husband at leadup.com.au  Wed May 12 19:26:25 2004
From: m.husband at leadup.com.au (Mike Husband)
Date: Thu, 13 May 2004 09:26:25 +1000
Subject: [rt-users] The user root was desabled by mistake and the is
	notanother super user...
In-Reply-To: <6B9604063D23374295487CA69A85EBA8D7070F@MAILSRV1.aquarius.cpqd.com.br>
Message-ID: <003601c43878$8b60bba0$8f90a8c0@internal.leadup.com.au>


I think you will need to use SQL to re-enable the root user.

See http://wiki.bestpractical.com/ - HowTos - DatabaseAdmin,
RecoverRootPassword


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rafael
> Rodrigo Martinati
> Sent: Wednesday, 12 May 2004 4:17 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] The user root was desabled by mistake and the is
> notanother super user...
>
>
> Dear all...
>
>
> The user root was desabled by mistake and the is not another
> super user seted up...
> I can creat new users and even change the permission...
>
> What can I do to solve this issue?
>
>
> Thank you very much...
>
> Rafael
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC
> and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.
>



From pdh at bestpractical.com  Thu May 13 06:45:14 2004
From: pdh at bestpractical.com (pdh at bestpractical.com)
Date: Thu, 13 May 2004 06:45:14 -0400
Subject: [rt-users] Performance problems
In-Reply-To: 
References: 
Message-ID: <20040513104513.GA23343@pallas.eruditorum.org>

Kogami, Bruce wrote:
> We are having performance problems with RT. I have two separate RT
> systems. A production server running RT 3.0.9, mysql 3.23.58, perl 5.8.0,
> apache 1.3.29 and a test server running RT 3.0.10, mysql 4.0.18 and perl
> 5.8.4, apache 1.3.29. Both show the same problem.

well, mysql 3.23 is not likely to be helping performance on that
instance, at any rate (and perl 5.8.0 has other crippling bugs)...
but still, your 3.0.10 instance looks sane.

> When I start go to the RT help ticket site, I have no problem. Searching
> and looking at tickets are no problem. We start to have problems when
> either creating new tickets or modifying tickets. It might take up to
> a minute before the new ticket is created.

Could it be related to RT waiting for sendmail (or equivalent) 
to do a synchronous delivery of a scrip'ed notification?


From phillip at reportstar.net  Thu May 13 04:37:19 2004
From: phillip at reportstar.net (phillip)
Date: Thu, 13 May 2004 10:37:19 +0200
Subject: [rt-users] Can't locate Statistics.pm in @INC
Message-ID: <200405131037.19309.phillip@reportstar.net>

I running a box with the following:-

Redhat 9.0,
Perl 5.8.0
gd-2.0.15-1
gd-devel-2.0.15-1
RT 3.0.10

I have just installed the statistics package and I have made a tab for it but 
when I click on the Statistics tabs I get the following error:-

Sorry it's long:-

System error


error: 
Error during compilation of 
/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:
Can't locate Statistics.pm in @INC (@INC contains: /opt/rt3/local/lib 
/opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . 
/usr/local/apache/ /usr/local/apache/lib/perl) at 
/opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.

Stack:
 [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
 [Statistics.pm:85]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]
 [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]
 [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]
 [/opt/rt3/bin/webmux.pl:138]
 [Statistics.pm:85]
BEGIN failed--compilation aborted at 
/opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.

Stack:
 [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]
 [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]
 [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]
 [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]
 [/opt/rt3/bin/webmux.pl:138]
 [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]



context: 
 

... 


81: 
$weekends => $Statistics::PerDayWeekends


82: 
$dateformat => $Statistics::PerDayDateFormat


83: 



84: 


85: 
<%INIT>


86: 
use Statistics;


87: 


88: 
my $n = 0;


89: 
my @data = ([]);


... 



code stack: 
 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:317
 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198
 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60
 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863
 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789
 /opt/rt3/bin/webmux.pl:138
 /dev/null:0
 

raw error
    
Error during compilation of 
/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:
Can't locate Statistics.pm in @INC (@INC contains: /opt/rt3/local/lib 
/opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . 
/usr/local/apache/ /usr/local/apache/lib/perl) at 
/opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.

Stack:
  [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
  [Statistics.pm:85]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]
  [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]
  [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]
  [/opt/rt3/bin/webmux.pl:138]
  [Statistics.pm:85]
BEGIN failed--compilation aborted at 
/opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.

Stack:
  [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]
  [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]
  [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]
  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]
  [/opt/rt3/bin/webmux.pl:138]
  [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]



Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 580
HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x939dc68)', 
'/opt/rt3/share/html/Statistics/CallsQueueDay/index.html', 'Error during 
compilation of :^JCan\'t locate Statistics.pm in @INC (@INC contains: 
/opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . 
/usr/local/apache/ /usr/local/apache/lib/perl) at 
/opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.^J^JStack:^J  
[/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]^J  
[Statistics.pm:85]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]^J  
[/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]^J  
[/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]^J  
[/opt/rt3/bin/webmux.pl:138]^J  [Statistics.pm:85]^JBEGIN failed--compilation 
aborted at /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 
85.^J^JStack:^J  
[/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]^J  
[/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]^J  
[/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]^J  
[/opt/rt3/bin/webmux.pl:138]^J  
[/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]^J^J^JStack:^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]^J  
[/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]^J  
[/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]^J  
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]^J  
[/opt/rt3/bin/webmux.pl:138]^J  [/dev/null:0]^J') called at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 317
HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x939dc68)', 
'/Statistics/CallsQueueDay/index.html') called at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 198
eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186
HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0x93508bc)') 
called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 166
HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 
'output', 'error_format', 'html', 'autoflush', 1, 'interp', 
'HTML::Mason::Interp=HASH(0x939dc68)', 'comp', 
'/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 'ah', 
'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req', 
'Apache=SCALAR(0x915d2ec)', 'container', 'HASH(0x92a2c24)') called at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 60
HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler', 
'error_mode', 'output', 'error_format', 'html', 'autoflush', 1, 'interp', 
'HTML::Mason::Interp=HASH(0x939dc68)', 'comp', 
'/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 'ah', 
'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req', 
'Apache=SCALAR(0x915d2ec)', 'container', 'HASH(0x92a2c24)') called at 
/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
Class::Container::call_method('HTML::Mason::Interp=HASH(0x939dc68)', 
'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x939dc68)', 'comp', 
'/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 'ah', 
'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req', 
'Apache=SCALAR(0x915d2ec)', 'container', 'HASH(0x92a2c24)') called at 
/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
Class::Container::create_delayed_object('interp', 
'HTML::Mason::Interp=HASH(0x939dc68)', 'comp', 
'/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 'ah', 
'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req', 
'Apache=SCALAR(0x915d2ec)', 'container', 'HASH(0x92a2c24)') called at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x939dc68)', 
'comp', '/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 
'ah', 'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req', 
'Apache=SCALAR(0x915d2ec)') called at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 863
eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 
862
HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0x915d31c)', 
'Apache=SCALAR(0x915d2ec)') called at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 789
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x915d31c)', 
'Apache=SCALAR(0x915d2ec)') called at /opt/rt3/bin/webmux.pl line 138
eval {...} at /opt/rt3/bin/webmux.pl line 138
RT::Mason::handler('Apache=SCALAR(0x915d2ec)') called at /dev/null line 0
eval {...} at /dev/null line 0

 



From phillip at reportstar.net  Thu May 13 05:07:40 2004
From: phillip at reportstar.net (phillip)
Date: Thu, 13 May 2004 11:07:40 +0200
Subject: [rt-users] Can't locate Statistics.pm in @INC
In-Reply-To: <200405131037.19309.phillip@reportstar.net>
References: <200405131037.19309.phillip@reportstar.net>
Message-ID: <200405131107.40167.phillip@reportstar.net>

I sorry but I found the solution

Thanks
On Thursday 13 May 2004 10:37 am, phillip wrote:
> I running a box with the following:-
>
> Redhat 9.0,
> Perl 5.8.0
> gd-2.0.15-1
> gd-devel-2.0.15-1
> RT 3.0.10
>
> I have just installed the statistics package and I have made a tab for it
> but when I click on the Statistics tabs I get the following error:-
>
> Sorry it's long:-
>
> System error
>
>
> error:
> Error during compilation of
> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html:
> Can't locate Statistics.pm in @INC (@INC contains: /opt/rt3/local/lib
> /opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .
> /usr/local/apache/ /usr/local/apache/lib/perl) at
> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.
>
> Stack:
>  [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
>  [Statistics.pm:85]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]
>  [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]
>  [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]
>  [/opt/rt3/bin/webmux.pl:138]
>  [Statistics.pm:85]
> BEGIN failed--compilation aborted at
> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.
>
> Stack:
>  [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]
>  [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]
>  [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]
>  [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]
>  [/opt/rt3/bin/webmux.pl:138]
>  [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
>
>
>
> context:
>
>
> ...
>
>
> 81:
> $weekends => $Statistics::PerDayWeekends
>
>
> 82:
> $dateformat => $Statistics::PerDayDateFormat
>
>
> 83:
> 
>
>
> 84:
>
>
> 85:
> <%INIT>
>
>
> 86:
> use Statistics;
>
>
> 87:
>
>
> 88:
> my $n = 0;
>
>
> 89:
> my @data = ([]);
>
>
> ...
>
>
>
> code stack:
>  /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:317
>  /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198
>  /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
>  /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60
>  /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
>  /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
>  /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
>  /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863
>  /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789
>  /opt/rt3/bin/webmux.pl:138
>  /dev/null:0
>
>
> raw error
>
> Error during compilation of
> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html:
> Can't locate Statistics.pm in @INC (@INC contains: /opt/rt3/local/lib
> /opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .
> /usr/local/apache/ /usr/local/apache/lib/perl) at
> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.
>
> Stack:
>   [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
>   [Statistics.pm:85]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]
>   [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]
>   [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]
>   [/opt/rt3/bin/webmux.pl:138]
>   [Statistics.pm:85]
> BEGIN failed--compilation aborted at
> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85.
>
> Stack:
>   [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]
>   [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]
>   [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]
>   [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]
>   [/opt/rt3/bin/webmux.pl:138]
>   [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]
>
>
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 580
> HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x939dc68
>)', '/opt/rt3/share/html/Statistics/CallsQueueDay/index.html', 'Error during
> compilation of :^JCan\'t locate Statistics.pm in @INC (@INC contains:
> /opt/rt3/local/lib /opt/rt3/lib
> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .
> /usr/local/apache/ /usr/local/apache/lib/perl) at
> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line
> 85.^J^JStack:^J
> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]^J
> [Statistics.pm:85]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]^J
> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]^J
> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]^J
> [/opt/rt3/bin/webmux.pl:138]^J  [Statistics.pm:85]^JBEGIN
> failed--compilation aborted at
> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line
> 85.^J^JStack:^J
> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]^J
> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]^J
> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]^J
> [/opt/rt3/bin/webmux.pl:138]^J
> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85]^J^J^JStack:^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60]^J
> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265]^J
> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863]^J
> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789]^J
> [/opt/rt3/bin/webmux.pl:138]^J  [/dev/null:0]^J') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 317
> HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x939dc68)',
> '/Statistics/CallsQueueDay/index.html') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 198
> eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186
> HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH
>(0x93508bc)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
> line 166 HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler',
> 'error_mode', 'output', 'error_format', 'html', 'autoflush', 1, 'interp',
> 'HTML::Mason::Interp=HASH(0x939dc68)', 'comp',
> '/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 'ah',
> 'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req',
> 'Apache=SCALAR(0x915d2ec)', 'container', 'HASH(0x92a2c24)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 60
> HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandl
>er', 'error_mode', 'output', 'error_format', 'html', 'autoflush', 1,
> 'interp', 'HTML::Mason::Interp=HASH(0x939dc68)', 'comp',
> '/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 'ah',
> 'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req',
> 'Apache=SCALAR(0x915d2ec)', 'container', 'HASH(0x92a2c24)') called at
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265
> Class::Container::call_method('HTML::Mason::Interp=HASH(0x939dc68)',
> 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x939dc68)', 'comp',
> '/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 'ah',
> 'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req',
> 'Apache=SCALAR(0x915d2ec)', 'container', 'HASH(0x92a2c24)') called at
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343
> Class::Container::create_delayed_object('interp',
> 'HTML::Mason::Interp=HASH(0x939dc68)', 'comp',
> '/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)', 'ah',
> 'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req',
> 'Apache=SCALAR(0x915d2ec)', 'container', 'HASH(0x92a2c24)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 213
> HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x939dc68)',
> 'comp', '/Statistics/CallsQueueDay/index.html', 'args', 'ARRAY(0x9355328)',
> 'ah', 'HTML::Mason::ApacheHandler=HASH(0x915d31c)', 'apache_req',
> 'Apache=SCALAR(0x915d2ec)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 863
> eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm
> line 862
> HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HAS
>H(0x915d31c)', 'Apache=SCALAR(0x915d2ec)') called at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 789
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH
>(0x915d31c)', 'Apache=SCALAR(0x915d2ec)') called at /opt/rt3/bin/webmux.pl
> line 138 eval {...} at /opt/rt3/bin/webmux.pl line 138
> RT::Mason::handler('Apache=SCALAR(0x915d2ec)') called at /dev/null line 0
> eval {...} at /dev/null line 0
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer. http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.



From phillip at reportstar.net  Thu May 13 05:21:46 2004
From: phillip at reportstar.net (phillip)
Date: Thu, 13 May 2004 11:21:46 +0200
Subject: [rt-users] Change rt logo 
Message-ID: <200405131121.46546.phillip@reportstar.net>

How do i change the log on RT-3.0.10 to our logo?



From david.michal at rabatcr.cz  Thu May 13 07:29:13 2004
From: david.michal at rabatcr.cz (David Michal)
Date: Thu, 13 May 2004 13:29:13 +0200
Subject: [rt-users] Only super-user can see something after logon to RT,
	no one else.
In-Reply-To: <40A2565A.4030703@acronis.ru>
References: <40A2549C.9040607@rabatcr.cz> <40A2565A.4030703@acronis.ru>
Message-ID: <40A35C09.3000506@rabatcr.cz>

Unfortonatelly other users are getting just blank page. They can see 
nothing in their internet browser. Log files telling nothing about this. 
In log files I can find some standard messages about new tickets, 
sending mails etc. Log of Apache telling nothing important too. I just 
can see that the browser is connected.
Could be a problem that my RT is running inside chroot? (that's because 
my other stable app is using older perl than RT).
I found other problem in RT. I have user name david.michal at rabatcr.cz 
and I want to fill email address in RT. If I'm trying to fill 
david.michal at rabatcr.cz as email address, then I'm getting message "bad 
value in email address", if I'm trying to fill michal at rabatcr.cz as 
email address then everything is ok. So should I understand that email 
address must be different than user name? I hope not, because I have all 
users in LDAP directory and all user's names are the same as their email 
address.
But the problem with 'nothing in internet browser' is more important for 
me. :(
Thanks,
David


Ruslan U. Zakirov napsal(a):

> David Michal wrote:
>
>> Helo,
>> I think I must have some mismatch in my RT's users rights settings. 
>> When user with super-user rights login, then he can see everything on 
>> RT. But if someone other is login to the RT then he is getting just 
>> blank page.
>
> Blank or RT layout with emptylists? 'blank page' is bad.
> What do log files tell?





From phillip at reportstar.net  Thu May 13 07:13:38 2004
From: phillip at reportstar.net (phillip)
Date: Thu, 13 May 2004 13:13:38 +0200
Subject: [rt-users] help with the refresh time
Message-ID: <200405131313.38032.phillip@reportstar.net>

How do I change the refresh time on RT from "Don't refresh" to it to refresh 
every 2 minutes on default?



From kfh at mqsoftware.com  Thu May 13 09:57:59 2004
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 13 May 2004 08:57:59 -0500
Subject: [rt-users] v0.1.5 of Statistics3 released
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD5846C1@mailservermn.mqsoftware.com>

Followed closely upon it's heels by 0.1.5!

Corrected two small errors, wiki's updates, release and readme in usual
location (see wiki).

-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com
 

> -----Original Message-----
> From: Kelly F. Hickel
> Sent: Wednesday, May 12, 2004 3:53 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] v0.1.4 of Statistics3 released
> 
> Rick Ellis has been kind enough to submit several sets of changes, so
I
> decided it was time to do a new release, even though I haven't done
much
> myself.
> 
> The wiki page at
> http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage has been
> updated.
> 
> I strongly suggest you backup your RT before installing this!
> 
> Thanks,
> --
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and
Frankfurt
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.


From cubic at acronis.ru  Thu May 13 10:20:29 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 13 May 2004 18:20:29 +0400
Subject: [rt-users] Only super-user can see something after logon to RT,
	no one else.
In-Reply-To: <40A35C09.3000506@rabatcr.cz>
References: <40A2549C.9040607@rabatcr.cz> <40A2565A.4030703@acronis.ru>
	<40A35C09.3000506@rabatcr.cz>
Message-ID: <40A3842D.8040507@acronis.ru>

David Michal wrote:
> Unfortonatelly other users are getting just blank page. They can see 
> nothing in their internet browser. Log files telling nothing about this. 
> In log files I can find some standard messages about new tickets, 
> sending mails etc. Log of Apache telling nothing important too. I just 
> can see that the browser is connected.
> Could be a problem that my RT is running inside chroot? (that's because 
> my other stable app is using older perl than RT).
Didn't play a lot with chroot env and also didn't see situation when one 
RT user can see WebUI, but another can't.

> I found other problem in RT. I have user name david.michal at rabatcr.cz 
> and I want to fill email address in RT. If I'm trying to fill 
> david.michal at rabatcr.cz as email address, then I'm getting message "bad 
> value in email address", if I'm trying to fill michal at rabatcr.cz as 
> email address then everything is ok. So should I understand that email 
> address must be different than user name?
It's confusing error mean: user allready exists. :) You have such user 
in unpriveleged group I think.

> I hope not, because I have all 
> users in LDAP directory and all user's names are the same as their email 
> address.
> But the problem with 'nothing in internet browser' is more important for 
> me. :(
> Thanks,
> David
> 
> 
> Ruslan U. Zakirov napsal(a):
> 
>> David Michal wrote:
>>
>>> Helo,
>>> I think I must have some mismatch in my RT's users rights settings. 
>>> When user with super-user rights login, then he can see everything on 
>>> RT. But if someone other is login to the RT then he is getting just 
>>> blank page.
>>
>>
>> Blank or RT layout with emptylists? 'blank page' is bad.
>> What do log files tell?
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.


From peter.jamrisko at advantel.cz  Thu May 13 10:35:38 2004
From: peter.jamrisko at advantel.cz (=?ISO-8859-2?Q?Peter_Jamri=B9ko?=)
Date: Thu, 13 May 2004 16:35:38 +0200
Subject: [rt-users] mail server on different machine
Message-ID: <40A387BA.7080302@advantel.cz>

Hi,

I need help with installation of RT. Can someone explain me main idea 
(or detailed step-by-step how-to) of installing RT on a different 
machine than mail server is? I am using qmail on 192.168.1.1 and 
planning to install RT+MySQL+Apache on second computer 192.168.1.2. I 
don't understand how to setup RT and Qmail to work together. Shall I 
install something more (procmail, ...) or is qmail and RT enough?

This is part of rt-mailgate help:

"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."

and this too:

//
Next, you need to route mail to "rt-mailgate" for the queues you're 
monitoring. For instance, if you're using /etc/aliases and you have a 
"bugs" queue, you will want something like this:

           bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs 
--action correspond
                     --url http://rt.mycorp.com/"
//

So, when I have Qmail on machine1 and install RT on machine2, how can I 
put "/opt/rt3/bin/rt-mailgate" in qmail alias on machine1. There is no 
such file on the machine1. Or does "run" mean something else then install?

May be I missed something important...

Thanks for any help.

Peter.



From lists at flothow.de  Thu May 13 09:45:20 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Thu, 13 May 2004 15:45:20 +0200
Subject: [rt-users] Can't locate Statistics.pm in @INC
In-Reply-To: <200405131107.40167.phillip@reportstar.net>
References: <200405131037.19309.phillip@reportstar.net>
	<200405131107.40167.phillip@reportstar.net>
Message-ID: 

Am 13. Mai 2004 um 11:07 Uhr schrieb phillip:
> I sorry but I found the solution

It would be nice to post the solution, for the benefit of others who 
might encounter the same problem.


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From jeany.berube at adsinc.ca  Thu May 13 11:09:11 2004
From: jeany.berube at adsinc.ca (=?ISO-8859-2?Q?Jean-Yan_B=E9rub=E9?=)
Date: Thu, 13 May 2004 11:09:11 -0400
Subject: [rt-users] mail server on different machine
In-Reply-To: <40A387BA.7080302@advantel.cz>
References: <40A387BA.7080302@advantel.cz>
Message-ID: <40A38F97.30204@adsinc.ca>

go there:

wiki.bestpractical.com

and read everything you can about installation, this will give you a 
good idea on how RT works.

The article about Fetchmail will probably be a good start ;)

Jean-Yan

Peter Jamri?ko wrote:

> Hi,
>
> I need help with installation of RT. Can someone explain me main idea 
> (or detailed step-by-step how-to) of installing RT on a different 
> machine than mail server is? I am using qmail on 192.168.1.1 and 
> planning to install RT+MySQL+Apache on second computer 192.168.1.2. I 
> don't understand how to setup RT and Qmail to work together. Shall I 
> install something more (procmail, ...) or is qmail and RT enough?
>
> This is part of rt-mailgate help:
>
> "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."
>
> and this too:
>
> //
> Next, you need to route mail to "rt-mailgate" for the queues you're 
> monitoring. For instance, if you're using /etc/aliases and you have a 
> "bugs" queue, you will want something like this:
>
>           bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs 
> --action correspond
>                     --url http://rt.mycorp.com/"
> //
>
> So, when I have Qmail on machine1 and install RT on machine2, how can 
> I put "/opt/rt3/bin/rt-mailgate" in qmail alias on machine1. There is 
> no such file on the machine1. Or does "run" mean something else then 
> install?
>
> May be I missed something important...
>
> Thanks for any help.
>
> Peter.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.



From einb at walledlake.k12.mi.us  Thu May 13 11:10:09 2004
From: einb at walledlake.k12.mi.us (Ein Bielaczyc)
Date: Thu, 13 May 2004 11:10:09 -0400
Subject: [rt-users] Ticket Extraction not working in RTFM
Message-ID: <1084461009.13410.19.camel@mercury.walledlake.k12.mi.us>


I have a similar setup (RT 3.0.10 & RTFM 2.0.3) and I am getting the
same results, no ticket extraction into the article. I can add the text
with no errors.



Ein Bielaczyc


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From kpietri at nvps.net  Thu May 13 11:19:39 2004
From: kpietri at nvps.net (Karl Pietri)
Date: Thu, 13 May 2004 11:19:39 -0400
Subject: [rt-users] mail server on different machine
References: <40A387BA.7080302@advantel.cz>
Message-ID: <023901c438fd$b5740f20$4204010a@velocidad>

Probably your best solution is what we did.  Just make a subdoimain for rt
email and have your main email server forward on that subdomain email to the
rt box.  Our main email server is not on linux so i couldnt help you with
how to have qmail forward mail for a sub domain. but as for rt you just set
it up like a standard install.  Hope that helps.

-Karl Pietri
----- Original Message -----
From: "Peter Jamri?ko" 
To: 
Sent: Thursday, May 13, 2004 10:35 AM
Subject: [rt-users] mail server on different machine


> Hi,
>
> I need help with installation of RT. Can someone explain me main idea
> (or detailed step-by-step how-to) of installing RT on a different
> machine than mail server is? I am using qmail on 192.168.1.1 and
> planning to install RT+MySQL+Apache on second computer 192.168.1.2. I
> don't understand how to setup RT and Qmail to work together. Shall I
> install something more (procmail, ...) or is qmail and RT enough?
>
> This is part of rt-mailgate help:
>
> "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."
>
> and this too:
>
> //
> Next, you need to route mail to "rt-mailgate" for the queues you're
> monitoring. For instance, if you're using /etc/aliases and you have a
> "bugs" queue, you will want something like this:
>
>            bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs
> --action correspond
>                      --url http://rt.mycorp.com/"
> //
>
> So, when I have Qmail on machine1 and install RT on machine2, how can I
> put "/opt/rt3/bin/rt-mailgate" in qmail alias on machine1. There is no
> such file on the machine1. Or does "run" mean something else then install?
>
> May be I missed something important...
>
> Thanks for any help.
>
> Peter.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.
>




From jeff at theorbitor.com  Thu May 13 11:40:37 2004
From: jeff at theorbitor.com (jeff rak)
Date: Thu, 13 May 2004 11:40:37 -0400
Subject: [rt-users] mail server on different machine
In-Reply-To: <40A387BA.7080302@advantel.cz>
References: <40A387BA.7080302@advantel.cz>
Message-ID: <200405131140.37155.jeff@theorbitor.com>

I recently setup the exact thing that your trying to do.

Box with RT is running postfix. I directed postfix to forard all email to my 
main mail server. 

/etc/postfix/transport:
mydomain.org smtp:[192.168.1.1]

Now on your qmail machine, add an alias like this:

/var/qmail/alias/.qmail-fwd1-rt
&rt at myRTserver.mydomain.org

And to your /var/qmail/control/virtualdomains:
rt at mydomain.org:alias-fwd1

this will forward email from the qmail box to the RT machine, and when you 
reply from the RT machine, it'll forward to your qmail box.

Hope this helps,

-Rak



::On Thursday 13 May 2004 10:35 am, Peter Jamri?ko 
 wrote:
::Hi,
::
::I need help with installation of RT. Can someone explain me main idea
::(or detailed step-by-step how-to) of installing RT on a different
::machine than mail server is? I am using qmail on 192.168.1.1 and
::planning to install RT+MySQL+Apache on second computer 192.168.1.2. I
::don't understand how to setup RT and Qmail to work together. Shall I
::install something more (procmail, ...) or is qmail and RT enough?
::
::This is part of rt-mailgate help:
::
::"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."
::
::and this too:
::
:://
::Next, you need to route mail to "rt-mailgate" for the queues you're
::monitoring. For instance, if you're using /etc/aliases and you have a
::"bugs" queue, you will want something like this:
::
::           bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs
::--action correspond
::                     --url http://rt.mycorp.com/"
:://
::
::So, when I have Qmail on machine1 and install RT on machine2, how can I
::put "/opt/rt3/bin/rt-mailgate" in qmail alias on machine1. There is no
::such file on the machine1. Or does "run" mean something else then install?
::
::May be I missed something important...
::
::Thanks for any help.
::
::Peter.
::
::_______________________________________________
::http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
::
::RT Developer and Administrator training is coming to LA, DC and Frankfurt
:: this spring and summer. http://bestpractical.com/services/training.html
::
::Sign up early, as class space is limited.


From sleblanc at radicalhorizon.com  Thu May 13 11:44:41 2004
From: sleblanc at radicalhorizon.com (Stefan Leblanc)
Date: Thu, 13 May 2004 11:44:41 -0400
Subject: [rt-users] mail server on different machine
Message-ID: 

This would make a VERY nice wiki !!!

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of jeff rak
Sent: Thursday, May 13, 2004 11:41 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] mail server on different machine


I recently setup the exact thing that your trying to do.

Box with RT is running postfix. I directed postfix to forard all email to my 
main mail server. 

/etc/postfix/transport:
mydomain.org smtp:[192.168.1.1]

Now on your qmail machine, add an alias like this:

/var/qmail/alias/.qmail-fwd1-rt
&rt at myRTserver.mydomain.org

And to your /var/qmail/control/virtualdomains:
rt at mydomain.org:alias-fwd1

this will forward email from the qmail box to the RT machine, and when you 
reply from the RT machine, it'll forward to your qmail box.

Hope this helps,

-Rak



::On Thursday 13 May 2004 10:35 am, Peter Jamri?ko 
 wrote:
::Hi,
::
::I need help with installation of RT. Can someone explain me main idea
::(or detailed step-by-step how-to) of installing RT on a different
::machine than mail server is? I am using qmail on 192.168.1.1 and
::planning to install RT+MySQL+Apache on second computer 192.168.1.2. I
::don't understand how to setup RT and Qmail to work together. Shall I
::install something more (procmail, ...) or is qmail and RT enough?
::
::This is part of rt-mailgate help:
::
::"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."
::
::and this too:
::
:://
::Next, you need to route mail to "rt-mailgate" for the queues you're
::monitoring. For instance, if you're using /etc/aliases and you have a
::"bugs" queue, you will want something like this:
::
::           bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs
::--action correspond
::                     --url http://rt.mycorp.com/"
:://
::
::So, when I have Qmail on machine1 and install RT on machine2, how can I
::put "/opt/rt3/bin/rt-mailgate" in qmail alias on machine1. There is no
::such file on the machine1. Or does "run" mean something else then install?
::
::May be I missed something important...
::
::Thanks for any help.
::
::Peter.
::
::_______________________________________________
::http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
::
::RT Developer and Administrator training is coming to LA, DC and Frankfurt
:: this spring and summer. http://bestpractical.com/services/training.html
::
::Sign up early, as class space is limited.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 


From smeed1 at mac.com  Thu May 13 11:51:51 2004
From: smeed1 at mac.com (Damian Burke)
Date: Thu, 13 May 2004 10:51:51 -0500
Subject: [rt-users] Change rt logo 
Message-ID: <7385563F-A4F5-11D8-BA80-0003931D8074@mac.com>

> How do i change the log on RT-3.0.10 to our logo?
>

Copy the RT file share/html/Elements/Header
into local/html/Elements/Header

Edit that new file changing
<%$RT::WebImagesURL%>/bplogo.gif" alt="" width="230" height="50">
to your logo.

    Damian



From Samuel.Senoner at eurac.edu  Thu May 13 12:47:21 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Thu, 13 May 2004 18:47:21 +0200
Subject: [rt-users] Only super-user can see something after logon to RT,
	no one else.
Message-ID: <8ABC35686C73554691F3481C4023BE5E01897142@abz01be.eurac.edu>

It happened also once to me about blank pages.
I already had a user, that was added as watcher, and had his username and mail the same.
Es he did a log in to the web interface, my system did an LDAP lookup and wanted to create a new user with the same mail address
There is no error output, but the user can't be created, so the page display is not processed.... And you get a blank page.

I don't know if it's a problem in core RT or our import user info using LDAP, perhaps half half.... So anyway,
As soon I have time i will post my patch, but if somebody other has an idea....

Thanks

sAmuel


From Samuel.Senoner at eurac.edu  Thu May 13 12:48:47 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Thu, 13 May 2004 18:48:47 +0200
Subject: [rt-users] Only super-user can see something after logon to RT,
	no one else.
Message-ID: <8ABC35686C73554691F3481C4023BE5E01897143@abz01be.eurac.edu>

If you have problems in notifications of certain persons, look at debug level logging, you can see which scripts find users to send mail to.
If you see no recipients found, or no other address except the adresses that get the mail look at your scripts.

Samuel 

-----Original Message-----
From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
Sent: Wednesday,12 May,2004 18:53
To: david.michal at rabatcr.cz
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Only super-user can see something after logon to RT,no one else.

David Michal wrote:
> Helo,
> I think I must have some mismatch in my RT's users rights settings. 
> When user with super-user rights login, then he can see everything on 
> RT. But if someone other is login to the RT then he is getting just blank page.
Blank or RT layout with emptylists? 'blank page' is bad.
What do log files tell?

> I can't see anything wrong in my users rights settings, and I could 
> not find where the problem is.
> Another problem I have is that privileged users (staff members) don't 
> getting any mail about new request. Even I was put some users as 
> AdminCC, than the user still getting no mail from RT. Autoreply is 
> working well, so I guess that mail system(Exim) is ok.
> Please anybody know some resolutions for my problems? I'm using RT 3.0.9.
> Thanks,
> David
> 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 




From jean-pierre.forcioli at cyber-networks.fr  Thu May 13 13:18:45 2004
From: jean-pierre.forcioli at cyber-networks.fr (Jean-Pierre FORCIOLI)
Date: Thu, 13 May 2004 19:18:45 +0200
Subject: [rt-users] Only super-user can see something after logon to	RT,
	no one else.
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E01897143@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E01897143@abz01be.eurac.edu>
Message-ID: 

Hi,

Is it possible to have a user with only read-only acces to the WebUI.
I want some users be able to only consult tickets opened by others users
from the same company but this user must not be able to open new ticket.

I don't have group for a company.
I don't have queue for a company.

With this configuration, is there a solution ?

-- 
Jean-Pierre.FORCIOLI at cyber-networks.fr                    CYBER NETWORKS
http://www.freebsd.org                      http://www.cyber-networks.fr
PGP Key fingerprint = 9AEA 910F CB46 C39B 89EE  EF4C 68AC 2AF1 CF17 3713
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From jean-pierre.forcioli at cyber-networks.fr  Thu May 13 13:19:14 2004
From: jean-pierre.forcioli at cyber-networks.fr (Jean-Pierre FORCIOLI)
Date: Thu, 13 May 2004 19:19:14 +0200
Subject: [rt-users] Read-only user
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E01897143@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E01897143@abz01be.eurac.edu>
Message-ID: 

Hi,

Is it possible to have a user with only read-only acces to the WebUI.
I want some users be able to only consult tickets opened by others users
from the same company but this user must not be able to open new ticket.

I don't have group for a company.
I don't have queue for a company.

With this configuration, is there a solution ?

-- 
Jean-Pierre.FORCIOLI at cyber-networks.fr                    CYBER NETWORKS
http://www.freebsd.org                      http://www.cyber-networks.fr
PGP Key fingerprint = 9AEA 910F CB46 C39B 89EE  EF4C 68AC 2AF1 CF17 3713
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From bkogami at randmcnally.com  Thu May 13 14:09:25 2004
From: bkogami at randmcnally.com (Kogami, Bruce)
Date: Thu, 13 May 2004 11:09:25 -0700
Subject: [rt-users] Performance problems
Message-ID: 

Good catch. When I stopped auto-reply to New messages, it went from 45 second delay to 2 seconds.

Now, my follow-up question...
We would like to keep auto-reply on new messages. What can I do to fix sendmail so that the RT does not have to wait so long?

Thanks,
Bruce

> -----Original Message-----
> From: pdh at bestpractical.com [mailto:pdh at bestpractical.com]
> Sent: Thursday, May 13, 2004 3:45 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Performance problems
> 
> Kogami, Bruce wrote:
> > We are having performance problems with RT. I have two separate RT
> > systems. A production server running RT 3.0.9, mysql 3.23.58, perl
> 5.8.0,
> > apache 1.3.29 and a test server running RT 3.0.10, mysql 4.0.18 and perl
> > 5.8.4, apache 1.3.29. Both show the same problem.
> 
> well, mysql 3.23 is not likely to be helping performance on that
> instance, at any rate (and perl 5.8.0 has other crippling bugs)...
> but still, your 3.0.10 instance looks sane.
> 
> > When I start go to the RT help ticket site, I have no problem. Searching
> > and looking at tickets are no problem. We start to have problems when
> > either creating new tickets or modifying tickets. It might take up to
> > a minute before the new ticket is created.
> 
> Could it be related to RT waiting for sendmail (or equivalent)
> to do a synchronous delivery of a scrip'ed notification?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.


***************************************************************
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From bparish at workscape.com  Thu May 13 14:56:48 2004
From: bparish at workscape.com (Parish, Brent)
Date: Thu, 13 May 2004 14:56:48 -0400
Subject: [rt-users] mail server on different machine
Message-ID: 

Hi.  

I thought that the actual posting of the email into RT was done via a no-auth URL to the web server.
If that is true, you can put RT on the email server, but without any database connectivity or configuration.  Basically, you would just be using the RT package for only the mailgate function. 
Email directed at the box would (via the /etc/aliases file) call the mailgate program, which would then post to wherever your real RT server is.  
I thought that is what the docs that the original post (below) meant.  Can someone please let me know if this is correct?

Thanks!
Brent


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stefan Leblanc
Sent: Thursday, May 13, 2004 11:45 AM
To: jeff rak; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] mail server on different machine


This would make a VERY nice wiki !!!

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of jeff rak
Sent: Thursday, May 13, 2004 11:41 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] mail server on different machine


I recently setup the exact thing that your trying to do.

Box with RT is running postfix. I directed postfix to forard all email to my 
main mail server. 

/etc/postfix/transport:
mydomain.org smtp:[192.168.1.1]

Now on your qmail machine, add an alias like this:

/var/qmail/alias/.qmail-fwd1-rt
&rt at myRTserver.mydomain.org

And to your /var/qmail/control/virtualdomains:
rt at mydomain.org:alias-fwd1

this will forward email from the qmail box to the RT machine, and when you 
reply from the RT machine, it'll forward to your qmail box.

Hope this helps,

-Rak



::On Thursday 13 May 2004 10:35 am, Peter Jamri?ko 
 wrote:
::Hi,
::
::I need help with installation of RT. Can someone explain me main idea
::(or detailed step-by-step how-to) of installing RT on a different
::machine than mail server is? I am using qmail on 192.168.1.1 and
::planning to install RT+MySQL+Apache on second computer 192.168.1.2. I
::don't understand how to setup RT and Qmail to work together. Shall I
::install something more (procmail, ...) or is qmail and RT enough?
::
::This is part of rt-mailgate help:
::
::"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."
::
::and this too:
::
:://
::Next, you need to route mail to "rt-mailgate" for the queues you're
::monitoring. For instance, if you're using /etc/aliases and you have a
::"bugs" queue, you will want something like this:
::
::           bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs
::--action correspond
::                     --url http://rt.mycorp.com/"
:://
::
::So, when I have Qmail on machine1 and install RT on machine2, how can I
::put "/opt/rt3/bin/rt-mailgate" in qmail alias on machine1. There is no
::such file on the machine1. Or does "run" mean something else then install?
::
::May be I missed something important...
::
::Thanks for any help.
::
::Peter.
::
::_______________________________________________
::http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
::
::RT Developer and Administrator training is coming to LA, DC and Frankfurt
:: this spring and summer. http://bestpractical.com/services/training.html
::
::Sign up early, as class space is limited.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 

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dissemination, disclosure or copying of this communication is strictly
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destroy all copies of this message and its attachments and notify us
immediately.
***********************************************************************


From gedescamps at sbcglobal.net  Thu May 13 22:31:59 2004
From: gedescamps at sbcglobal.net (Gilles-Eric DESCAMPS)
Date: Thu, 13 May 2004 19:31:59 -0700 (PDT)
Subject: [rt-users] [RT3.0.10] CustomFields: Default & set/change by email ?
Message-ID: <20040514023159.89729.qmail@web80604.mail.yahoo.com>

Hi,
 
I've searched the mailing lists, but could not find what I was looking for.
 
1) How do you set a default value for a custom field ?
I define a field "project" with values "A", "B".
I'd like to set the default to be always "B".
currently the default is "(no value)"
 
2) How can users from wide-background (using outlook for example)
can set custom fields by email ?
As they use Outlook, they don't have access to the X-... SMTP headers.
 
But they can insert "fake" headers at the beginning of their emails:
something like:
RT:PROJECT=B
 
Does such a feature already exist ?
If not, how do you suggest it implemented ?
 
Thanks,
 
PS: the new QueryBuilder of 3.1.0 looks very nice.
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From espenhw at empolis.no  Fri May 14 03:32:17 2004
From: espenhw at empolis.no (Espen Wiborg)
Date: Fri, 14 May 2004 09:32:17 +0200
Subject: [rt-users] mail server on different machine
In-Reply-To: <40A387BA.7080302@advantel.cz> (Peter
	=?iso-8859-2?q?Jamri=B9ko's?= message of "Thu,
	13 May 2004 16:35:38 +0200")
References: <40A387BA.7080302@advantel.cz>
Message-ID: 

Peter Jamri?ko  writes:
<-snip->
> So, when I have Qmail on machine1 and install RT on machine2, how
> can I put "/opt/rt3/bin/rt-mailgate" in qmail alias on
> machine1. There is no such file on the machine1. Or does "run" mean
> something else then install?

rt-mailgate is fairly a standalone thing.  All it needs is itself,
perl, and the modules it uses, so you can install just the mailgate on
your mailserver and point it at your RT server (the --url option).

-- 
Espen Wiborg 
On a Canadian two dollar bill, the flag flying over the Parliament
building is an American flag.



From phillip at reportstar.net  Fri May 14 02:12:42 2004
From: phillip at reportstar.net (phillip)
Date: Fri, 14 May 2004 08:12:42 +0200
Subject: [rt-users] Where is the rt log
Message-ID: <200405140812.42006.phillip@reportstar.net>

I trying to change the RT log to our log but nothing is different so what I 
want to know is where on the web does the log appear. 



From Gerald.Fehringer at openadvice.de  Fri May 14 04:39:19 2004
From: Gerald.Fehringer at openadvice.de (Gerald Fehringer)
Date: Fri, 14 May 2004 10:39:19 +0200
Subject: [rt-users] Attachment question
Message-ID: <9CBE8D177893AE4EA9CD9FF4EC1964D76398@bill.int.OpenAdvice.de>

Hi,

we are using RT Version 3.0.10.

We would like to create new Tickets with Attachments, unfortunately as
soon
The Ticket is create, no Attachment is sent.

If i add a correspondence with another attachment on the same ticket, it
is
successfully sent to everyone.

Both Script Conditons/Actions for onCreate onCorrespondence are exactly
the same.

The only difference i can see in the debug is as soon my
onCorrespondence scrips
is used, it uses before the default scrips 4 (the empty one) and
therafter applies
my scrips.



Every helpful advice is greatly appreciate
Cheers
Geri



From cubic at acronis.ru  Fri May 14 05:04:51 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 14 May 2004 13:04:51 +0400
Subject: [rt-users] [RT3.0.10] CustomFields: Default & set/change by email
	?
In-Reply-To: <20040514023159.89729.qmail@web80604.mail.yahoo.com>
References: <20040514023159.89729.qmail@web80604.mail.yahoo.com>
Message-ID: <40A48BB3.7080705@acronis.ru>

Gilles-Eric DESCAMPS wrote:
> Hi,
>  
> I've searched the mailing lists, but could not find what I was looking for.
>  
> 1) How do you set a default value for a custom field ?
> I define a field "project" with values "A", "B".
> I'd like to set the default to be always "B".
> currently the default is "(no value)"
You could set default falues with Scrips.

>  
> 2) How can users from wide-background (using outlook for example)
> can set custom fields by email ?
> As they use Outlook, they don't have access to the X-... SMTP headers.
>  
> But they can insert "fake" headers at the beginning of their emails:
> something like:
> RT:PROJECT=B
http://wiki.bestpractical.com/index.cgi?ContributedScrips
ExtractCustomFieldValues
>  
> Does such a feature already exist ?
> If not, how do you suggest it implemented ?
>  
> Thanks,
>  
> PS: the new QueryBuilder of 3.1.0 looks very nice.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 


From cubic at acronis.ru  Fri May 14 05:06:58 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 14 May 2004 13:06:58 +0400
Subject: [rt-users] Attachment question
In-Reply-To: <9CBE8D177893AE4EA9CD9FF4EC1964D76398@bill.int.OpenAdvice.de>
References: <9CBE8D177893AE4EA9CD9FF4EC1964D76398@bill.int.OpenAdvice.de>
Message-ID: <40A48C32.20201@acronis.ru>

http://wiki.bestpractical.com/index.cgi?Template

Gerald Fehringer wrote:

> Hi,
> 
> we are using RT Version 3.0.10.
> 
> We would like to create new Tickets with Attachments, unfortunately as
> soon
> The Ticket is create, no Attachment is sent.
> 
> If i add a correspondence with another attachment on the same ticket, it
> is
> successfully sent to everyone.
> 
> Both Script Conditons/Actions for onCreate onCorrespondence are exactly
> the same.
> 
> The only difference i can see in the debug is as soon my
> onCorrespondence scrips
> is used, it uses before the default scrips 4 (the empty one) and
> therafter applies
> my scrips.
> 
> 
> 
> Every helpful advice is greatly appreciate
> Cheers
> Geri
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 


From Gerald.Fehringer at openadvice.de  Fri May 14 05:12:32 2004
From: Gerald.Fehringer at openadvice.de (Gerald Fehringer)
Date: Fri, 14 May 2004 11:12:32 +0200
Subject: AW: [rt-users] Attachment question
Message-ID: <9CBE8D177893AE4EA9CD9FF4EC1964D76399@bill.int.OpenAdvice.de>

Thanks Ruslan for the fast Feedback !

Cool, is working now !!

Cheers and have a nice weekend
Geri 

-----Urspr?ngliche Nachricht-----
Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
Gesendet: Freitag, 14. Mai 2004 11:07
An: Gerald Fehringer
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Attachment question

http://wiki.bestpractical.com/index.cgi?Template

Gerald Fehringer wrote:




From lists at flothow.de  Fri May 14 05:07:43 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Fri, 14 May 2004 11:07:43 +0200
Subject: [rt-users] Change rt logo 
In-Reply-To: <200405131121.46546.phillip@reportstar.net>
References: <200405131121.46546.phillip@reportstar.net>
Message-ID: <28EA2A2A-A586-11D8-A15D-000393B2BB20@flothow.de>

Am 13. Mai 2004 um 11:21 Uhr schrieb phillip:
> How do i change the log on RT-3.0.10 to our logo?

You could replace rt.jpg and favicon.png (in 
/opt/rt3/share/html/NoAuth/images) with your own ones.

BTW, I'm wondering why the logo is a JPEG file - PNG seems much more 
appropriate to me. Are there specific reasons for using JPEG?


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From peter.jamrisko at advantel.cz  Fri May 14 07:17:51 2004
From: peter.jamrisko at advantel.cz (=?ISO-8859-2?Q?Peter_Jamri=B9ko?=)
Date: Fri, 14 May 2004 13:17:51 +0200
Subject: [rt-users] mail server on different machine
In-Reply-To: <40A38F97.30204@adsinc.ca>
References: <40A387BA.7080302@advantel.cz> <40A38F97.30204@adsinc.ca>
Message-ID: <40A4AADF.8050701@advantel.cz>

Thanks for your answer.

About Fetchmail I found two articles only - POP3Mailgate and 
WindowsOSInstallGuide. Now it's little bit more clear how to use RT on 
different machines. I already read FAQ and documentation FOR RT3, but 
not for RT1. There is nothing about this problem in RT3 documentation. 
You have just help for rt-mailgate (that i posted before) and faq and 
documentation, where just a bit about this = nothong usefull.

I was confused with "you don't need mail server on 'rt server' ", but i 
have to have at least sendmail or something similar to be able to send 
every uotgoing email to central (in my case Qmail) mail server. I knew,  
taht I have to say RT to send emails to qmail, but I didn't know how to 
say it.

So, If I understand it correctly I have few choices:

1.a) set qmail (on machine1) to route (transfer) all emails for rt to 
the RT machine2.
1.b) install sendmail (postfix or whatever) on the RT machine2 to be 
able to receive email from the qmail machine1 and to send emails back to 
qmail machine1
1.c) then make alias for user "rt" on the RT machine2 (something like | 
"/usr/local/rt/bin/rt-mailgate rt correspond")

second possibility:
2.a) let qmail to send every email for rt to local mailbox of user "rt" 
on local machnine1
2.b) install fetchmail on RT machine2 and set it up to look for new 
emails (on machine1) every 5 minutes (via pop3/IMAP):
//
.fetchmailrc:
poll qmail.machine1 proto pop3 username rt password ***** mda 
"/opt/rt3/bin/rt-mailgate --url http://localhost/ --queue general 
--action correspond"
Run "fetchmail -d 300" (as the rt user) to have fetchmail run every 300 
seconds as a daemon to check for mail on the mail server. You may want 
to put this into a startup script.
//
2.c) install sendmail (postfix,..) on the RT machine2 to be able to send 
emails to machine1 (qmail), which will then send them to normal users 
(to requestors, to owners, ...)

Or can I use fetchmail to send emails from the RTmachine2 to the qmail 
machine1 as well?
Or are there another ways?

Thanks for help.

Peter

Jean-Yan B?rub? wrote:

> go there:
>
> wiki.bestpractical.com
>
> and read everything you can about installation, this will give you a 
> good idea on how RT works.
>
> The article about Fetchmail will probably be a good start ;)
>
> Jean-Yan
>
> Peter Jamri?ko wrote:
>
>> Hi,
>>
>> I need help with installation of RT. Can someone explain me main idea 
>> (or detailed step-by-step how-to) of installing RT on a different 
>> machine than mail server is? I am using qmail on 192.168.1.1 and 
>> planning to install RT+MySQL+Apache on second computer 192.168.1.2. I 
>> don't understand how to setup RT and Qmail to work together. Shall I 
>> install something more (procmail, ...) or is qmail and RT enough?
>>
>> This is part of rt-mailgate help:
>>
>> "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."
>>
>> and this too:
>>
>> //
>> Next, you need to route mail to "rt-mailgate" for the queues you're 
>> monitoring. For instance, if you're using /etc/aliases and you have a 
>> "bugs" queue, you will want something like this:
>>
>>           bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs 
>> --action correspond
>>                     --url http://rt.mycorp.com/"
>> //
>>
>> So, when I have Qmail on machine1 and install RT on machine2, how can 
>> I put "/opt/rt3/bin/rt-mailgate" in qmail alias on machine1. There is 
>> no such file on the machine1. Or does "run" mean something else then 
>> install?
>>
>> May be I missed something important...
>>
>> Thanks for any help.
>>
>> Peter.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Developer and Administrator training is coming to LA, DC and 
>> Frankfurt this spring and summer.
>> http://bestpractical.com/services/training.html
>>
>> Sign up early, as class space is limited.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.



From peter.jamrisko at advantel.cz  Fri May 14 07:22:24 2004
From: peter.jamrisko at advantel.cz (=?ISO-8859-2?Q?Peter_Jamri=B9ko?=)
Date: Fri, 14 May 2004 13:22:24 +0200
Subject: [rt-users] mail server on different machine
In-Reply-To: <200405131140.37155.jeff@theorbitor.com>
References: <40A387BA.7080302@advantel.cz>
	<200405131140.37155.jeff@theorbitor.com>
Message-ID: <40A4ABF0.10106@advantel.cz>

Thank for your help. I'm goinig to set it in the same way that you did it.

Thanks again.

Maybe I will have more questions to you :-)

Peter


jeff rak wrote:

>I recently setup the exact thing that your trying to do.
>
>Box with RT is running postfix. I directed postfix to forard all email to my 
>main mail server. 
>
>/etc/postfix/transport:
>mydomain.org smtp:[192.168.1.1]
>
>Now on your qmail machine, add an alias like this:
>
>/var/qmail/alias/.qmail-fwd1-rt
>&rt at myRTserver.mydomain.org
>
>And to your /var/qmail/control/virtualdomains:
>rt at mydomain.org:alias-fwd1
>
>this will forward email from the qmail box to the RT machine, and when you 
>reply from the RT machine, it'll forward to your qmail box.
>
>Hope this helps,
>
>-Rak
>
>
>
>::On Thursday 13 May 2004 10:35 am, Peter Jamri?ko 
> wrote:
>::Hi,
>::
>::I need help with installation of RT. Can someone explain me main idea
>::(or detailed step-by-step how-to) of installing RT on a different
>::machine than mail server is? I am using qmail on 192.168.1.1 and
>::planning to install RT+MySQL+Apache on second computer 192.168.1.2. I
>::don't understand how to setup RT and Qmail to work together. Shall I
>::install something more (procmail, ...) or is qmail and RT enough?
>::
>::This is part of rt-mailgate help:
>::
>::"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."
>::
>::and this too:
>::
>:://
>::Next, you need to route mail to "rt-mailgate" for the queues you're
>::monitoring. For instance, if you're using /etc/aliases and you have a
>::"bugs" queue, you will want something like this:
>::
>::           bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs
>::--action correspond
>::                     --url http://rt.mycorp.com/"
>:://
>::
>::So, when I have Qmail on machine1 and install RT on machine2, how can I
>::put "/opt/rt3/bin/rt-mailgate" in qmail alias on machine1. There is no
>::such file on the machine1. Or does "run" mean something else then install?
>::
>::May be I missed something important...
>::
>::Thanks for any help.
>::
>::Peter.
>::
>::_______________________________________________
>::http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>::
>::RT Developer and Administrator training is coming to LA, DC and Frankfurt
>:: this spring and summer. http://bestpractical.com/services/training.html
>::
>::Sign up early, as class space is limited.
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
>http://bestpractical.com/services/training.html
>
>Sign up early, as class space is limited. 
>  
>


From david.michal at rabatcr.cz  Fri May 14 08:57:03 2004
From: david.michal at rabatcr.cz (David Michal)
Date: Fri, 14 May 2004 14:57:03 +0200
Subject: [rt-users] Only super-user can see something after logon to RT, no
	one else.
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E01897142@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E01897142@abz01be.eurac.edu>
Message-ID: <40A4C21F.4090804@rabatcr.cz>

Hi,
Thanks for your reply. I thought that RT doesn't have any LDAP support. 
That it just can take user name from apache, which is doing ldap lookup.
And then I thought that RT is looking if there is a user in 
DBbackend(MySQL in my case) and if not and parameter WebExternalAuto is 
true only then is trying to create the user. So if there is user already 
exists why it should stop on user creating procedure? (I'm not a 
programmer so please excuse if my thinking is bad).
I've didn't  try the Ldap Overlay plugin, becuase the link 
http://thefeed.no/marcus/User_Overlay.ldap.pm is not working and I could 
not find it. But I guess that auth via apache is quite enough for now. 
Just to need to find any way how user can see their RT in browser. :)
Thanks,
David

Senoner Samuel napsal(a):

>It happened also once to me about blank pages.
>I already had a user, that was added as watcher, and had his username and mail the same.
>Es he did a log in to the web interface, my system did an LDAP lookup and wanted to create a new user with the same mail address
>There is no error output, but the user can't be created, so the page display is not processed.... And you get a blank page.
>
>I don't know if it's a problem in core RT or our import user info using LDAP, perhaps half half.... So anyway,
>As soon I have time i will post my patch, but if somebody other has an idea....
>
>Thanks
>
>sAmuel
>
>  
>



From kmoran at servecentric.com  Fri May 14 10:38:14 2004
From: kmoran at servecentric.com (Kevin Moran)
Date: Fri, 14 May 2004 15:38:14 +0100
Subject: [rt-users] Documents Attahcments corrupt
Message-ID: 

Hi all,

I know this is an issue discussed before but I haven't found a solution
yet.  I have the following specs:

RH9
Mysql 3.23
Perl 5.8.3

I am having problems with word documents attachments.  Every time there
is a word attachment with a ticket they are corrupt and unreadable.  I
tried upgrading from perl 5.8.0 to 5.8.3 and then upgrading the perl
modules.   This had made no difference.  Can anyone suggest anything.

Thanks,
Kevin
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From cdriscoll at cfutilities.com  Fri May 14 10:41:38 2004
From: cdriscoll at cfutilities.com (Curt Driscoll)
Date: Fri, 14 May 2004 09:41:38 -0500
Subject: [rt-users] Documents Attahcments corrupt
Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9293A9@cfu11.cfu.local>

I have had this problem from day one and also haven't found a solution
yet.  It is very frustrating, but it I something that I have learned to
deal with unfortunately.

 

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Moran
Sent: Friday, May 14, 2004 9:38 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Documents Attahcments corrupt

 

Hi all,

I know this is an issue discussed before but I haven't found a solution
yet.  I have the following specs:

RH9

Mysql 3.23

Perl 5.8.3

I am having problems with word documents attachments.  Every time there
is a word attachment with a ticket they are corrupt and unreadable.  I
tried upgrading from perl 5.8.0 to 5.8.3 and then upgrading the perl
modules.   This had made no difference.  Can anyone suggest anything.

Thanks,

Kevin

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From cubic at acronis.ru  Fri May 14 10:45:20 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 14 May 2004 18:45:20 +0400
Subject: [rt-users] Documents Attahcments corrupt
In-Reply-To: 
References: 
Message-ID: <40A4DB80.6010203@acronis.ru>

Mod perl? Did you rebuild it?
Each time apache starts it place string into error log about perl 
version which it's linked to.

I think it's still 5.8.0

Kevin Moran wrote:

> Hi all,
> 
> I know this is an issue discussed before but I haven?t found a solution 
> yet.  I have the following specs:
> 
> RH9
> 
> Mysql 3.23
> 
> Perl 5.8.3
> 
> I am having problems with word documents attachments.  Every time there 
> is a word attachment with a ticket they are corrupt and unreadable.  I 
> tried upgrading from perl 5.8.0 to 5.8.3 and then upgrading the perl 
> modules.   This had made no difference.  Can anyone suggest anything.
> 
> Thanks,
> 
> Kevin
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 


From kmoran at servecentric.com  Fri May 14 10:46:33 2004
From: kmoran at servecentric.com (Kevin Moran)
Date: Fri, 14 May 2004 15:46:33 +0100
Subject: [rt-users] Documents Attahcments corrupt
Message-ID: 

Yes I rebuilt the mod perl and ran test dependencies.  These all came up
clear.

-----Original Message-----
From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
Sent: 14 May 2004 15:45
To: Kevin Moran
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Documents Attahcments corrupt

Mod perl? Did you rebuild it?
Each time apache starts it place string into error log about perl 
version which it's linked to.

I think it's still 5.8.0

Kevin Moran wrote:

> Hi all,
> 
> I know this is an issue discussed before but I haven't found a
solution 
> yet.  I have the following specs:
> 
> RH9
> 
> Mysql 3.23
> 
> Perl 5.8.3
> 
> I am having problems with word documents attachments.  Every time
there 
> is a word attachment with a ticket they are corrupt and unreadable.  I

> tried upgrading from perl 5.8.0 to 5.8.3 and then upgrading the perl 
> modules.   This had made no difference.  Can anyone suggest anything.
> 
> Thanks,
> 
> Kevin
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and
Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From cubic at acronis.ru  Fri May 14 10:53:02 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 14 May 2004 18:53:02 +0400
Subject: [rt-users] Documents Attahcments corrupt
In-Reply-To: <40A4DB80.6010203@acronis.ru>
References: 
	<40A4DB80.6010203@acronis.ru>
Message-ID: <40A4DD4E.9070903@acronis.ru>

Ruslan U. Zakirov wrote:
> Mod perl? Did you rebuild it?
> Each time apache starts it place string into error log about perl 
> version which it's linked to.
Oops. Not in apache errorlog.
1) You can check it on Apache::Status page if you have configured one.
2) print out $] on any Mason page. For example you can use "index.html".
3) print @INC like in 2).
> 
> I think it's still 5.8.0
> 
> Kevin Moran wrote:
> 
>> Hi all,
>>
>> I know this is an issue discussed before but I haven?t found a 
>> solution yet.  I have the following specs:
>>
>> RH9
>>
>> Mysql 3.23
>>
>> Perl 5.8.3
>>
>> I am having problems with word documents attachments.  Every time 
>> there is a word attachment with a ticket they are corrupt and 
>> unreadable.  I tried upgrading from perl 5.8.0 to 5.8.3 and then 
>> upgrading the perl modules.   This had made no difference.  Can anyone 
>> suggest anything.
>>
>> Thanks,
>>
>> Kevin
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Developer and Administrator training is coming to LA, DC and 
>> Frankfurt this spring and summer.
>> http://bestpractical.com/services/training.html
>>
>> Sign up early, as class space is limited. 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.


From adrian.moir at e-s.co.uk  Fri May 14 11:04:08 2004
From: adrian.moir at e-s.co.uk (Adrian Moir)
Date: Fri, 14 May 2004 16:04:08 +0100
Subject: [rt-users] smrsh problem
Message-ID: 

Hi all,
        I'm a newbie to RT, so please bear with me.
I have RT up and running fine, queues all set up etc. Great!
I'm trying to get e-mail into RT, I have added the aliases in /etc/alises
and tripple checked them. I've put a link in /etc/smrsh to point to the 
rt-mailgate.
Everything has correct permissions. But, I still get a mail posted back to 
root 
saying
        smrsh: "rt-mailgate" not available for sendmail programs (stat 
failed)"

I know this seems to be a reccuring question, but I can't find an answer.
Can anyone help with this ?

Many Thanks,
        Adrian.

**********************************************************************
This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom they
are addressed. If you have received this email in error please notify
the system manager.

This footnote also confirms that this email message has been swept by
MIMEsweeper for the presence of computer viruses.

www.mimesweeper.com
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From cubic at acronis.ru  Fri May 14 11:06:20 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 14 May 2004 19:06:20 +0400
Subject: [rt-users] smrsh problem
In-Reply-To: 
References: 
Message-ID: <40A4E06C.4080605@acronis.ru>

It's not RT.

http://www.google.com/search?q=%22not+available+for+sendmail+programs%22
First page, Sympa FAQ for eg.

Adrian Moir wrote:
> 
> Hi all,
>         I'm a newbie to RT, so please bear with me.
> I have RT up and running fine, queues all set up etc. Great!
> I'm trying to get e-mail into RT, I have added the aliases in /etc/alises
> and tripple checked them. I've put a link in /etc/smrsh to point to the 
> rt-mailgate.
> Everything has correct permissions. But, I still get a mail posted back 
> to root
> saying
>         smrsh: "rt-mailgate" not available for sendmail programs (stat 
> failed)"
> 
> I know this seems to be a reccuring question, but I can't find an answer.
> Can anyone help with this ?
> 
> Many Thanks,
>         Adrian.|
> 
> **********************************************************************
> This email and any files transmitted with it are confidential and
> intended solely for the use of the individual or entity to whom they
> are addressed. If you have received this email in error please notify
> the system manager.
> 
> This footnote also confirms that this email message has been swept by
> MIMEsweeper for the presence of computer viruses.
> 
> www.mimesweeper.com
> **********************************************************************
> |
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 


From sheeri.kritzer at tufts.edu  Fri May 14 11:37:58 2004
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Fri, 14 May 2004 11:37:58 -0400
Subject: [rt-users] 3.0.9->3.0.10 upgrade weirdness
Message-ID: <1084549078.40a4e7d6142d9@webmail.tufts.edu>

So I've upgraded from RT 3.0.9 to 3.0.10 on our test server.  I followed the instructions (more detail below) and yet, the bottom of my webpage still says "rt 3.0.9". . .

looking at my logs, I see the following errors when I typed "make upgrade":

cp -r; ./local/html/* //opt/rt3/local/html
cp: cannot access ./local/html/*
make: [local-install] Error 2 (ignored)
cp -r; ./local/po/* //opt/rt3/local/po
cp: cannot access ./local/po/*
make: [local-install] Error 2 (ignored)
cp -r; ./local/etc/* //opt/rt3/local/etc
cp: cannot access ./local/etc/*
make: [local-install] Error 2 (ignored)

Now, looking at this, I'm pretty sure those errors are OK to ignore; the output of my "configure" statement doesn't actually show a "local" directory being made inside my rt-3.0.10/ directory.  Which makes sense, knowing what the local directory is.

Furthermore, when I went to see if I needed to update my database objects, I saw that rt-3.0.9 had a file called "2.1.71" in the etc/upgrade directory, which is what rt-3.0.10 had as well.  The first pass through of my upgrade, I followed the instructions and did not run the "rt-setup-database" command.

However, when I looked closer, I decided to try to run it anyway, in case the RT techs had forgotten to rename the object file.  After that I rebooted, just in case, and my RT version *still* says 3.0.9 at the bottom of the web page.  Any help here?

(as far as I can tell, there aren't any errors, but there weren't in 3.0.9, and I don't feel confident that it actually upgraded. . . )

-Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer at tufts.edu






From JChen at paymentone.com  Fri May 14 11:45:43 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Fri, 14 May 2004 08:45:43 -0700
Subject: [rt-users] Active Directory/LDAP Auth
Message-ID: <6D6E09D687772640AA41F009EB85FE0502F841@CPMAL00.corpnet.p1.local>

 
This might be dumb question.   I am wondering if adding LDAP will automatically create users on RT or it will act like a regular workstation where there is a LOCAL account and then there is a NETWORK account on a Windows machine.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kogami, Bruce
Sent: Tuesday, May 11, 2004 8:23 AM
To: Stevo
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Active Directory/LDAP Auth

Stevo,

Here's a sample of our httpd.conf file.
We have Windows 2003 AD and I elected to create a ldap user to authenticate to the DC.

Ldap_auth version: 1.6.0
Apache version: 1.3.29 

Good luck,
Bruce


    DocumentRoot /opt/rt3/share/html
    ServerName rtserver.subdomain.mydomain.com
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl
    ServerAdmin administrator at mydomain.com

    
       SetHandler perl-script
       PerlHandler RT::Mason
         Options Indexes FollowSymLinks
         AllowOverride None
         order allow,deny
         allow from all
         AuthName "Request Tracker"
         AuthType Basic
         AuthLDAPUrl ldap://dcserver.subdomin.mydomain.com:389/ou=our_ou,dc=subdomain,dc=mydomain,dc=com?sAMAccountName?sub?(objectclass=*)
         #AuthLDAPURL untName
         # need this account and setting because Active Directory
         # does not allow anonymous binding by default
         AuthLDAPBindDN "someldapuser at subdomain.mydomain.com"
         AuthLDAPBindPassword ldapuserpassword
         require valid-user
 
    


> -----Original Message-----
> From: Stevo [mailto:checkpoint at ozbergs.com]
> Sent: Tuesday, May 11, 2004 7:16 AM
> To: Marco Marongiu; Steven Coutts
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Active Directory/LDAP Auth
> 
> I've been trying to get this setup on my RT install and haven't had any
> luck.  What LDAP module are you guys using and with that version of
> Apache??
> 
> Also, if anyone who has this working could post the relevant sections of
> your httpd.conf file that would be awesome!!!
> 
> Thanks
> 
> Stevo
> 
> ----- Original Message -----
> From: "Marco Marongiu" 
> To: "Steven Coutts" 
> Cc: 
> Sent: Tuesday, May 11, 2004 6:18 AM
> Subject: Re: [rt-users] Active Directory/LDAP Auth
> 
> 
> >
> >
> > Steven Coutts wrote:
> > > Have searched and searched on google, can anyone give me a hint?
> >
> > I had the same problem. Besides restarting apache from the ground up
> > (i.e.: stop, then start; not restart), close all your browser windows
> > and restart it fresh.
> >
> > Let me know if it works.
> >
> > Cheers
> > --bronto
> >
> > --
> > Marco Marongiu - Int. IT Services      _|_  []              _   []
> > Email: mmarongiu at tiscali.com            |   _   __  __  __   |  _
> > Phone: +39 070 460 1684                 |    |  \  /    __|  |   |   _
> > Fax:   +39 070 460 9684                 |_| _|_ _\ \__ [__| _|_ _|_ [_]
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Developer and Administrator training is coming to LA, DC and
> Frankfurt
> this spring and summer.
> > http://bestpractical.com/services/training.html
> >
> > Sign up early, as class space is limited.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.


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***************************************************************
_______________________________________________
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RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 
 
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From chris at torresen.com  Fri May 14 15:42:44 2004
From: chris at torresen.com (Christopher VanOosterhout)
Date: Fri, 14 May 2004 15:42:44 -0400
Subject: [rt-users] New to RT / RTFM Integration
Message-ID: <6.1.0.6.2.20040514153431.02e7aec0@mail.torresen.com>


Just this week we installed and started testing RT.  What a great system.

I am having one problem I just can not figure out.  When I try to extract 
an article from RT to RTFM it seems to fail.   This is what happens.

I click extract, select a class, then select the custom field for the 
appropriate part of the RT article (type -- singletext).  Then I print 
submit.  I do not get any error message, but the resulting RTFM article 
does not contain any any of the extracted data.  In other words, the field 
is blank (even though there is no error message, etc.)

Thanks for any help you can provide.

Christopher



--
Christopher VanOosterhout
Torresen Marine, Inc. - The Sailboat Specialists
Internet Division
http://www.torresen.com/
http://www.marinedieseldirect.com/
3126 Lake Shore Drive
Muskegon, Michigan 49441
231-759-8596  
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From jonescr at cisco.com  Fri May 14 18:04:42 2004
From: jonescr at cisco.com (Charles Jones)
Date: Fri, 14 May 2004 15:04:42 -0700
Subject: [rt-users] initialize-database error
Message-ID: <40A5427A.7020607@cisco.com>

This is the error I get when I try to install RT:

Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
Problem with statement:
 
CREATE UNIQUE INDEX Links1 ON Links (Base, Target, Type)
*Specified key was too long. Max key length is 1024 at 
/usr/local/rt3/sbin/rt-setup-database line 163.*
make: *** [initialize-database] Error 255
-----

RT host is Redhat 9.0
MySQL host is a remote Redhat 9.0 running MySQL 4.1.1-alpha*

*Any suggestions?  A co-worker tells me its probably a UTF8 issue?
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From jesse at bestpractical.com  Fri May 14 18:05:52 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 May 2004 18:05:52 -0400
Subject: [rt-users] initialize-database error
In-Reply-To: <40A5427A.7020607@cisco.com>
References: <40A5427A.7020607@cisco.com>
Message-ID: <20040514220552.GH6778@pallas.eruditorum.org>

> RT host is Redhat 9.0
> MySQL host is a remote Redhat 9.0 running MySQL 4.1.1-alpha*
> 
> *Any suggestions?  A co-worker tells me its probably a UTF8 issue?

I'd strongly suggest trying some version of mysql that's not a six month
old alpha release.

-- 


From cerion at open-works.co.uk  Fri May 14 19:38:46 2004
From: cerion at open-works.co.uk (Cerion Armour-Brown)
Date: Sat, 15 May 2004 01:38:46 +0200
Subject: [rt-users] 3.0.9->3.0.10 upgrade weirdness
In-Reply-To: <1084549078.40a4e7d6142d9@webmail.tufts.edu>
References: <1084549078.40a4e7d6142d9@webmail.tufts.edu>
Message-ID: <200405150138.46105.cerion@open-works.co.uk>

On Friday 14 May 2004 17:37, Sheeri Kritzer wrote:
> So I've upgraded from RT 3.0.9 to 3.0.10 on our test server.  I followed
> the instructions (more detail below) and yet, the bottom of my webpage
> still says "rt 3.0.9". . .

Perhaps you've made an RT_Local.pm, which won't have been upgraded, and 
overwrites the RT.pm? (this file holds the version variable).
Cerion



From mrz at intelenet.net  Fri May 14 19:55:11 2004
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 14 May 2004 16:55:11 -0700
Subject: [rt-users] rt3, losing fixed-font formatting in ticket display
References: <038d01c3ef59$9bad2790$88180a0a@MRZTP>	<200402101321.09699.as@sysformance.com>	<004c01c3f006$4ee84220$88180a0a@MRZTP>
	<20040210185140.GJ10803@fsck.com> <40A1BA60.8080702@citylink.co.nz>
Message-ID: <008601c43a0e$e4f39ba0$88180a0a@MRZTP>

> >>The only way to properly view this is to reply to a ticket which is a
less
> >>than ideal way to read these things.
> >>
> >>
> >>What other nugget am I missing?
> >
> >
> > HTML clobbers whitespace unless text is enclosed in a "
" block.
>
> I've been trying this but it's not clear how you use a 
 tag here.
> I've got the output of a web form being directed to RT via email and I'd
> like to retain the spacing in the ASCII text e.g.

I gave up this since the download link does what I want.

Look at Ticket/Elements/ShowTransactions and search for ShowMessageStanza.
Wrap that in 
 tags if you want.

% } else {

<& ShowMessageStanza, Depth => 0, Message => $quoted, Transaction =>
$Transaction &>


% }

That's essentially want I did for ShowMessageHeaders since 
 was
insanely wrapping and  worked just fine for me.



From cubic at acronis.ru  Sat May 15 14:29:42 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Sat, 15 May 2004 22:29:42 +0400
Subject: [rt-users] wiki weekly
Message-ID: <40A66196.4090100@acronis.ru>

Very good article about multiply RT instances
http://wiki.bestpractical.com/index.cgi?MultipleInstances

Notes in GeneralWishList about wildcards in searches and keywords. 
People don't know that something allready possible or may be wish 
decribtions are bad.
http://wiki.bestpractical.com/index.cgi?GeneralWishList

Two additional steps in Fedora install guide
http://wiki.bestpractical.com/index.cgi?FedoraInstallGuide
But I don't think that user should remove MySQL RPMs first, user can use 
`rpm -Uvh ...` without `rpm -e ...`

Dimitry Faynerman contribution which implement template autochoosing 
based on requestor Lang preference.
http://wiki.bestpractical.com/index.cgi?ChooseTemplateByUserLang

How to change logo
http://wiki.bestpractical.com/index.cgi?ChangeLogo


From josh at babel.serve.com  Sat May 15 17:57:36 2004
From: josh at babel.serve.com (Josh Marcus)
Date: Sat, 15 May 2004 17:57:36 -0400
Subject: [rt-users] Installation question: "Could not load a valid user"
Message-ID: <20040515215736.GF15666@babel.serve.com>

I just installed RT for the first time.

When I send an email to RT, it comes back as:

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for your email.


Is there some initial configuration I need to do that I've missed?

--j


From mloftis at wgops.com  Sat May 15 17:58:35 2004
From: mloftis at wgops.com (Michael Loftis)
Date: Sat, 15 May 2004 15:58:35 -0600
Subject: [rt-users] Installation question: "Could not load a valid user"
In-Reply-To: <20040515215736.GF15666@babel.serve.com>
References: <20040515215736.GF15666@babel.serve.com>
Message-ID: <659502404.1084636715@[10.1.2.77]>

You either have to give 'Everyone' create ticket access on that queue, or 
send from an email address registered with privs.

--On Saturday, May 15, 2004 17:57 -0400 Josh Marcus  
wrote:

> I just installed RT for the first time.
>
> When I send an email to RT, it comes back as:
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email.
>
>
> Is there some initial configuration I need to do that I've missed?
>
> --j
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer. http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.
>



--
Undocumented Features quote of the moment...
"It's not the one bullet with your name on it that you
have to worry about; it's the twenty thousand-odd rounds
labeled `occupant.'"
   --Murphy's Laws of Combat



From Samuel.Senoner at eurac.edu  Mon May 17 04:59:50 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Mon, 17 May 2004 10:59:50 +0200
Subject: [rt-users] Only super-user can see something after logon to RT,
	no one else.
Message-ID: <8ABC35686C73554691F3481C4023BE5E018971D9@abz01be.eurac.edu>

As I understood your problem where a user with an e-mail address that already exists, try to do a search on users with this specific mail address and also include disabled users. Delete the user you don't want, and the other user can be created.
Anyway if you activate debug logging you should see the error.

Samuel 


From Samuel.Senoner at eurac.edu  Mon May 17 05:00:10 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Mon, 17 May 2004 11:00:10 +0200
Subject: [rt-users] Where is the rt log
Message-ID: <8ABC35686C73554691F3481C4023BE5E018971DA@abz01be.eurac.edu>

You can set it in SiteConfig.

Samuel 

-----Original Message-----
From: phillip [mailto:phillip at reportstar.net] 
Sent: Friday,14 May,2004 08:13
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Where is the rt log

I trying to change the RT log to our log but nothing is different so what I want to know is where on the web does the log appear. 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 




From Samuel.Senoner at eurac.edu  Mon May 17 05:05:53 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Mon, 17 May 2004 11:05:53 +0200
Subject: [rt-users] Active Directory/LDAP Auth
Message-ID: <8ABC35686C73554691F3481C4023BE5E018971DD@abz01be.eurac.edu>

If you set up in your config in RT that a user is created automatically it is.

Samuel 

From phillip at reportstar.net  Mon May 17 03:18:37 2004
From: phillip at reportstar.net (phillip)
Date: Mon, 17 May 2004 09:18:37 +0200
Subject: [rt-users] Where is the rt log
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E018971DA@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E018971DA@abz01be.eurac.edu>
Message-ID: <200405170918.37726.phillip@reportstar.net>

I know where I can set it up but what I want to know is where on the web 
interface does it appear cause when I change it in the siteConfig nothing 
changes?

On Monday 17 May 2004 11:00 am, Senoner Samuel wrote:
> You can set it in SiteConfig.
>
> Samuel
>
> -----Original Message-----
> From: phillip [mailto:phillip at reportstar.net]
> Sent: Friday,14 May,2004 08:13
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Where is the rt log
>
> I trying to change the RT log to our log but nothing is different so what I
> want to know is where on the web does the log appear.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer. http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.



From Samuel.Senoner at eurac.edu  Mon May 17 05:25:44 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Mon, 17 May 2004 11:25:44 +0200
Subject: [rt-users] Where is the rt log
Message-ID: <8ABC35686C73554691F3481C4023BE5E018971E0@abz01be.eurac.edu>

The log is not on the web interface. It is in your log directory you set up in siteconfig.

Samuel 

-----Original Message-----
From: phillip [mailto:phillip at reportstar.net] 
Sent: Monday,17 May,2004 09:19
To: Senoner Samuel; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Where is the rt log

I know where I can set it up but what I want to know is where on the web interface does it appear cause when I change it in the siteConfig nothing changes?

On Monday 17 May 2004 11:00 am, Senoner Samuel wrote:
> You can set it in SiteConfig.
>
> Samuel
>
> -----Original Message-----
> From: phillip [mailto:phillip at reportstar.net]
> Sent: Friday,14 May,2004 08:13
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Where is the rt log
>
> I trying to change the RT log to our log but nothing is different so 
> what I want to know is where on the web does the log appear.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer. 
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.





From phillip at reportstar.net  Mon May 17 03:43:36 2004
From: phillip at reportstar.net (phillip)
Date: Mon, 17 May 2004 09:43:36 +0200
Subject: [rt-users] Where is the rt log
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E018971E0@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E018971E0@abz01be.eurac.edu>
Message-ID: <200405170943.36977.phillip@reportstar.net>

I meant to say the RT logo.
On Monday 17 May 2004 11:25 am, Senoner Samuel wrote:
> The log is not on the web interface. It is in your log directory you set up
> in siteconfig.
>
> Samuel
>
> -----Original Message-----
> From: phillip [mailto:phillip at reportstar.net]
> Sent: Monday,17 May,2004 09:19
> To: Senoner Samuel; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Where is the rt log
>
> I know where I can set it up but what I want to know is where on the web
> interface does it appear cause when I change it in the siteConfig nothing
> changes?
>
> On Monday 17 May 2004 11:00 am, Senoner Samuel wrote:
> > You can set it in SiteConfig.
> >
> > Samuel
> >
> > -----Original Message-----
> > From: phillip [mailto:phillip at reportstar.net]
> > Sent: Friday,14 May,2004 08:13
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Where is the rt log
> >
> > I trying to change the RT log to our log but nothing is different so
> > what I want to know is where on the web does the log appear.
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Developer and Administrator training is coming to LA, DC and
> > Frankfurt this spring and summer.
> > http://bestpractical.com/services/training.html
> >
> > Sign up early, as class space is limited.



From Samuel.Senoner at eurac.edu  Mon May 17 05:53:25 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Mon, 17 May 2004 11:53:25 +0200
Subject: [rt-users] Where is the rt log
Message-ID: <8ABC35686C73554691F3481C4023BE5E018971E5@abz01be.eurac.edu>

OK

How to change logo
http://wiki.bestpractical.com/index.cgi?ChangeLogo

Samuel 


From peter.jamrisko at advantel.cz  Mon May 17 06:14:46 2004
From: peter.jamrisko at advantel.cz (=?ISO-8859-2?Q?Peter_Jamri=B9ko?=)
Date: Mon, 17 May 2004 12:14:46 +0200
Subject: [rt-users] Package permissions
Message-ID: <40A89096.9000505@advantel.cz>

Hi,

I ungzipped, untarred the rt-3.0.10.tar.gz file, then i ran "./configure 
--with-db-port=3306 --with-web-user=apache --with-web-group=apache". 
Then i tried to run "perl sbin/rt-test-dependencies --with-mysql 
--with-fastcgi", but there is not execute permission on the 
"rt-test-dependencies" file. I downloaded rt-3.0.9.tar.gz (3.0.8 too)and 
unpacked them. In this packages are the same files, but with reverse 
execute permissions. Is this ok, or do i have to run 
"rt-test-dependencies.in" instead.

Thanks for help.

Peter.



From cubic at acronis.ru  Mon May 17 07:04:15 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 17 May 2004 15:04:15 +0400
Subject: [rt-users] Package permissions
In-Reply-To: <40A89096.9000505@advantel.cz>
References: <40A89096.9000505@advantel.cz>
Message-ID: <40A89C2F.2090307@acronis.ru>

Peter Jamri?ko wrote:
> Hi,
> 
> I ungzipped, untarred the rt-3.0.10.tar.gz file, then i ran "./configure 
> --with-db-port=3306 --with-web-user=apache --with-web-group=apache". 
> Then i tried to run "perl sbin/rt-test-dependencies --with-mysql 
> --with-fastcgi", but there is not execute permission on the 
> "rt-test-dependencies" file. I downloaded rt-3.0.9.tar.gz (3.0.8 too)and 
> unpacked them. In this packages are the same files, but with reverse 
> execute permissions. Is this ok, or do i have to run 
> "rt-test-dependencies.in" instead.
You don't want to run *.in files. If your `rt-test-dependencies.in` has 
x flag but rt-test-dependencies has no then something wrong with 
configure script because it should preserve permissions when do *.in->* 
convertion.

			Best regards, Ruslan.
> 
> Thanks for help.
> 
> Peter.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.



From peter.jamrisko at advantel.cz  Mon May 17 07:53:19 2004
From: peter.jamrisko at advantel.cz (=?windows-1252?Q?Peter_Jamri=9Ako?=)
Date: Mon, 17 May 2004 13:53:19 +0200
Subject: [rt-users] Package permissions
In-Reply-To: <40A89C2F.2090307@acronis.ru>
References: <40A89096.9000505@advantel.cz> <40A89C2F.2090307@acronis.ru>
Message-ID: <40A8A7AF.1010601@advantel.cz>

If you unpack 3.0.9 or 3.0.8. or 3.0.6 version of RT, you will see no x 
flag in any file under /sbin directory. Only in rt 3.0.10 there are 
files in /sbin directory with x flag already set. May be ./configure 
script does just reverse change of x flag and not change from "non-x" to 
"x". It means that if I run ./configure, it will only change x flag for 
files "rt-setup-database" and "rt-test-dependencies" from "x" to 
"non-x". Size and file names of all the files under /sbin will be the 
same as befor "./configure".

Is there anybody who can just unpack rt-3.0.10 and run ./configure  and 
then try to check file permission on "/sbin/rt-test-dependencies" fiel, 
if it has "x" flag?

Thanks.
Peter

Ruslan U. Zakirov wrote:

> Peter Jamri?ko wrote:
>
>> Hi,
>>
>> I ungzipped, untarred the rt-3.0.10.tar.gz file, then i ran 
>> "./configure --with-db-port=3306 --with-web-user=apache 
>> --with-web-group=apache". Then i tried to run "perl 
>> sbin/rt-test-dependencies --with-mysql --with-fastcgi", but there is 
>> not execute permission on the "rt-test-dependencies" file. I 
>> downloaded rt-3.0.9.tar.gz (3.0.8 too)and unpacked them. In this 
>> packages are the same files, but with reverse execute permissions. Is 
>> this ok, or do i have to run "rt-test-dependencies.in" instead.
>
> You don't want to run *.in files. If your `rt-test-dependencies.in` 
> has x flag but rt-test-dependencies has no then something wrong with 
> configure script because it should preserve permissions when do 
> *.in->* convertion.
>
>             Best regards, Ruslan.
>
>>
>> Thanks for help.
>>
>> Peter.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Developer and Administrator training is coming to LA, DC and 
>> Frankfurt this spring and summer.
>> http://bestpractical.com/services/training.html
>>
>> Sign up early, as class space is limited.
>
>


From cubic at acronis.ru  Mon May 17 08:18:35 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 17 May 2004 16:18:35 +0400
Subject: [rt-users] Package permissions [PATCH]
In-Reply-To: <40A8A7AF.1010601@advantel.cz>
References: <40A89096.9000505@advantel.cz> <40A89C2F.2090307@acronis.ru>
	<40A8A7AF.1010601@advantel.cz>
Message-ID: <40A8AD9B.6020701@acronis.ru>

clean, just untared ball, before configure:
-rwxr-x--x   1 cubic cubic 18036 ??? 26 06:32 rt-setup-database
-rwxr-x--x   1 cubic cubic 18030 ??? 26 06:32 rt-setup-database.in
-rwxr-x--x   1 cubic cubic  5804 ??? 13 21:21 rt-test-dependencies
-rwxr-x--x   1 cubic cubic  5797 ??? 13 21:21 rt-test-dependencies.in

after configure
-rw-rw-r--   1 cubic cubic 18036 ??? 17 16:03 rt-setup-database
-rwxr-x--x   1 cubic cubic 18030 ??? 26 06:32 rt-setup-database.in
-rw-rw-r--   1 cubic cubic  5804 ??? 17 16:03 rt-test-dependencies
-rwxr-x--x   1 cubic cubic  5797 ??? 13 21:21 rt-test-dependencies.in

permissions are broken. it isn't big trouble couse you always can use 
`perl rt-setup-database`

pathc attached which fix this for you and other. I don't how it was 
working in old versions.

FYI, there is upcoming 3.0.11 soon.

			Best regards. Ruslan.


Peter Jamri?ko wrote:
> If you unpack 3.0.9 or 3.0.8. or 3.0.6 version of RT, you will see no x 
> flag in any file under /sbin directory. Only in rt 3.0.10 there are 
> files in /sbin directory with x flag already set. May be ./configure 
> script does just reverse change of x flag and not change from "non-x" to 
> "x". It means that if I run ./configure, it will only change x flag for 
> files "rt-setup-database" and "rt-test-dependencies" from "x" to 
> "non-x". Size and file names of all the files under /sbin will be the 
> same as befor "./configure".
> 
> Is there anybody who can just unpack rt-3.0.10 and run ./configure  and 
> then try to check file permission on "/sbin/rt-test-dependencies" fiel, 
> if it has "x" flag?
> 
> Thanks.
> Peter
> 
> Ruslan U. Zakirov wrote:
> 
>> Peter Jamri?ko wrote:
>>
>>> Hi,
>>>
>>> I ungzipped, untarred the rt-3.0.10.tar.gz file, then i ran 
>>> "./configure --with-db-port=3306 --with-web-user=apache 
>>> --with-web-group=apache". Then i tried to run "perl 
>>> sbin/rt-test-dependencies --with-mysql --with-fastcgi", but there is 
>>> not execute permission on the "rt-test-dependencies" file. I 
>>> downloaded rt-3.0.9.tar.gz (3.0.8 too)and unpacked them. In this 
>>> packages are the same files, but with reverse execute permissions. Is 
>>> this ok, or do i have to run "rt-test-dependencies.in" instead.
>>
>>
>> You don't want to run *.in files. If your `rt-test-dependencies.in` 
>> has x flag but rt-test-dependencies has no then something wrong with 
>> configure script because it should preserve permissions when do 
>> *.in->* convertion.
>>
>>             Best regards, Ruslan.
>>
>>>
>>> Thanks for help.
>>>
>>> Peter.
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> RT Developer and Administrator training is coming to LA, DC and 
>>> Frankfurt this spring and summer.
>>> http://bestpractical.com/services/training.html
>>>
>>> Sign up early, as class space is limited.
>>
>>
>>

-------------- next part --------------
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URL: 

From peter.jamrisko at advantel.cz  Mon May 17 08:22:42 2004
From: peter.jamrisko at advantel.cz (=?UTF-8?B?UGV0ZXIgSmFtcmnFoWtv?=)
Date: Mon, 17 May 2004 14:22:42 +0200
Subject: [rt-users] Package permissions [PATCH]
In-Reply-To: <40A8AD9B.6020701@acronis.ru>
References: <40A89096.9000505@advantel.cz> <40A89C2F.2090307@acronis.ru>
	<40A8A7AF.1010601@advantel.cz> <40A8AD9B.6020701@acronis.ru>
Message-ID: <40A8AE92.7080906@advantel.cz>

Thanks for help

It was my fault, I didn't put "perl" before "sbin/rt-test-dependencies"....

Thanks again, Ruslan

Peter


Ruslan U. Zakirov wrote:

> clean, just untared ball, before configure:
> -rwxr-x--x   1 cubic cubic 18036 ??? 26 06:32 rt-setup-database
> -rwxr-x--x   1 cubic cubic 18030 ??? 26 06:32 rt-setup-database.in
> -rwxr-x--x   1 cubic cubic  5804 ??? 13 21:21 rt-test-dependencies
> -rwxr-x--x   1 cubic cubic  5797 ??? 13 21:21 rt-test-dependencies.in
>
> after configure
> -rw-rw-r--   1 cubic cubic 18036 ??? 17 16:03 rt-setup-database
> -rwxr-x--x   1 cubic cubic 18030 ??? 26 06:32 rt-setup-database.in
> -rw-rw-r--   1 cubic cubic  5804 ??? 17 16:03 rt-test-dependencies
> -rwxr-x--x   1 cubic cubic  5797 ??? 13 21:21 rt-test-dependencies.in
>
> permissions are broken. it isn't big trouble couse you always can use 
> `perl rt-setup-database`
>
> pathc attached which fix this for you and other. I don't how it was 
> working in old versions.
>
> FYI, there is upcoming 3.0.11 soon.
>
>             Best regards. Ruslan.
>
>
> Peter Jamri?ko wrote:
>
>> If you unpack 3.0.9 or 3.0.8. or 3.0.6 version of RT, you will see no 
>> x flag in any file under /sbin directory. Only in rt 3.0.10 there are 
>> files in /sbin directory with x flag already set. May be ./configure 
>> script does just reverse change of x flag and not change from "non-x" 
>> to "x". It means that if I run ./configure, it will only change x 
>> flag for files "rt-setup-database" and "rt-test-dependencies" from 
>> "x" to "non-x". Size and file names of all the files under /sbin will 
>> be the same as befor "./configure".
>>
>> Is there anybody who can just unpack rt-3.0.10 and run ./configure  
>> and then try to check file permission on "/sbin/rt-test-dependencies" 
>> fiel, if it has "x" flag?
>>
>> Thanks.
>> Peter
>>
>> Ruslan U. Zakirov wrote:
>>
>>> Peter Jamri?ko wrote:
>>>
>>>> Hi,
>>>>
>>>> I ungzipped, untarred the rt-3.0.10.tar.gz file, then i ran 
>>>> "./configure --with-db-port=3306 --with-web-user=apache 
>>>> --with-web-group=apache". Then i tried to run "perl 
>>>> sbin/rt-test-dependencies --with-mysql --with-fastcgi", but there 
>>>> is not execute permission on the "rt-test-dependencies" file. I 
>>>> downloaded rt-3.0.9.tar.gz (3.0.8 too)and unpacked them. In this 
>>>> packages are the same files, but with reverse execute permissions. 
>>>> Is this ok, or do i have to run "rt-test-dependencies.in" instead.
>>>
>>>
>>>
>>> You don't want to run *.in files. If your `rt-test-dependencies.in` 
>>> has x flag but rt-test-dependencies has no then something wrong with 
>>> configure script because it should preserve permissions when do 
>>> *.in->* convertion.
>>>
>>>             Best regards, Ruslan.
>>>
>>>>
>>>> Thanks for help.
>>>>
>>>> Peter.
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> RT Developer and Administrator training is coming to LA, DC and 
>>>> Frankfurt this spring and summer.
>>>> http://bestpractical.com/services/training.html
>>>>
>>>> Sign up early, as class space is limited.
>>>
>>>
>>>
>>>
>


From phillip at reportstar.net  Mon May 17 06:12:14 2004
From: phillip at reportstar.net (phillip)
Date: Mon, 17 May 2004 12:12:14 +0200
Subject: [rt-users] Where is the rt log
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E018971E5@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E018971E5@abz01be.eurac.edu>
Message-ID: <200405171212.14335.phillip@reportstar.net>

Thanks a LOT!
On Monday 17 May 2004 11:53 am, Senoner Samuel wrote:
> OK
>
> How to change logo
> http://wiki.bestpractical.com/index.cgi?ChangeLogo
>
> Samuel



From cubic at acronis.ru  Mon May 17 08:50:35 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 17 May 2004 16:50:35 +0400
Subject: [rt-users] Where is the rt log
In-Reply-To: <200405171212.14335.phillip@reportstar.net>
References: <8ABC35686C73554691F3481C4023BE5E018971E5@abz01be.eurac.edu>
	<200405171212.14335.phillip@reportstar.net>
Message-ID: <40A8B51B.3000808@acronis.ru>

http://lists.bestpractical.com/cgi-bin/htsearch?config=htdig&restrict=&exclude=&method=and&format=builtin-long&sort=time&words=logo

phillip wrote:
> Thanks a LOT!
> On Monday 17 May 2004 11:53 am, Senoner Samuel wrote:
> 
>>OK
>>
>>How to change logo
>>http://wiki.bestpractical.com/index.cgi?ChangeLogo
>>
>>Samuel
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From cubic at acronis.ru  Mon May 17 08:55:14 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 17 May 2004 16:55:14 +0400
Subject: [rt-users] New to RT / RTFM Integration
In-Reply-To: <6.1.0.6.2.20040514153431.02e7aec0@mail.torresen.com>
References: <6.1.0.6.2.20040514153431.02e7aec0@mail.torresen.com>
Message-ID: <40A8B632.5070202@acronis.ru>

It was recently discussed:
http://lists.bestpractical.com/cgi-bin/htsearch?config=htdig&restrict=&exclude=&method=and&format=builtin-long&sort=score&words=extract

Christopher VanOosterhout wrote:
> 
> Just this week we installed and started testing RT.  What a great system. 
> 
> I am having one problem I just can not figure out.  When I try to 
> extract an article from RT to RTFM it seems to fail.   This is what 
> happens. 
> 
> I click extract, select a class, then select the custom field for the 
> appropriate part of the RT article (type -- singletext).  Then I print 
> submit.  I do not get any error message, but the resulting RTFM article 
> does not contain any any of the extracted data.  In other words, the 
> field is blank (even though there is no error message, etc.)
> 
> Thanks for any help you can provide.
> 
> Christopher
> 
> 
> --
> Christopher VanOosterhout
> Torresen Marine, Inc. - /The Sailboat Specialists
> /Internet Division
> http://www.torresen.com/
> http://www.marinedieseldirect.com/
> 3126 Lake Shore Drive
> Muskegon, Michigan 49441        
> 231-759-8596
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From cubic at acronis.ru  Mon May 17 08:58:53 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 17 May 2004 16:58:53 +0400
Subject: [rt-users] Read-only user
In-Reply-To: 
References: <8ABC35686C73554691F3481C4023BE5E01897143@abz01be.eurac.edu>
	
Message-ID: <40A8B70D.7090107@acronis.ru>

Jean-Pierre FORCIOLI wrote:
> Hi,
> 
> Is it possible to have a user with only read-only acces to the WebUI.
> I want some users be able to only consult tickets opened by others users
> from the same company but this user must not be able to open new ticket.
> 
> I don't have group for a company.
> I don't have queue for a company.
> 
> With this configuration, is there a solution ?
May be this article can help you.
http://wiki.bestpractical.com/index.cgi?Rights
There is also cross-links almost on all RT rights.


> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From cubic at acronis.ru  Mon May 17 09:05:43 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 17 May 2004 17:05:43 +0400
Subject: [rt-users] help with the refresh time
In-Reply-To: <200405131313.38032.phillip@reportstar.net>
References: <200405131313.38032.phillip@reportstar.net>
Message-ID: <40A8B8A7.4050300@acronis.ru>

phillip wrote:
> How do I change the refresh time on RT from "Don't refresh" to it to refresh 
> every 2 minutes on default?
with mod_rewrite ||
with hacking RT pages ||
with persistent sessions, refresh interval save state during one session.

> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From cubic at acronis.ru  Mon May 17 09:42:16 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 17 May 2004 17:42:16 +0400
Subject: [rt-users] Re: help with RTFM installation
In-Reply-To: <200405171338.38856.phillip@reportstar.net>
References: <200405131313.38032.phillip@reportstar.net>
	<40A8B8A7.4050300@acronis.ru>
	<200405171338.38856.phillip@reportstar.net>
Message-ID: <40A8C138.7020204@acronis.ru>

you have tables in DB allready that mean that you have try install 
already. Read README for UPGRADE instructions.

If you are not familiar with DBs, better do backup of your data.

Don't ask for help directly. Use MLs.

phillip wrote:
> I trying to install the RTFM package but I'm getting this error:
> 
> Table 'FM_Classes' already exists at /opt/rt3/sbin//rt-setup-database line 
> 163.
> make: *** [initdb] Error 255
> 
> How do I solve this.
> 
What do you want to solve?

			Best regards. Ruslan.


From murple at murple.net  Mon May 17 11:28:17 2004
From: murple at murple.net (Craig Schenk)
Date: Mon, 17 May 2004 11:28:17 -0400
Subject: [rt-users] Weird behavior with scrips
Message-ID: <20040517112817.48334cbb.murple@murple.net>

Using 3.0.10, I've got some strange behavior. I have a queue which has a scrip
On Correspond Notify Requestors with template Correspondence, where the template
contains {$Transaction->Content()}

Rights for the queue are assigned by group. Everyone in the department is a
member of the same group, has same watcher status, etc.

This doesnt work for one person. Anybody else in the group can click reply in
the ticket and it sends the reply to requestors. When this one person tries
though, no reply is sent and I see this in the logs:

[Mon May 17 15:17:54 2004] [info]: RT::Scrip=HASH(0xa09b4d4): Couldn't prepare
Notify Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:346)

If I set up a test scrip which does autoreply to requestors rather than notify
requestors, it works for everybody.

Given that the rights are assigned by group and everyone is in the same group,
and the notify requestors works for everyone else, why does it generate this
error for the one person?


From cubic at acronis.ru  Mon May 17 11:34:12 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 17 May 2004 19:34:12 +0400
Subject: [rt-users] Weird behavior with scrips
In-Reply-To: <20040517112817.48334cbb.murple@murple.net>
References: <20040517112817.48334cbb.murple@murple.net>
Message-ID: <40A8DB74.4020002@acronis.ru>

Craig Schenk wrote:
> Using 3.0.10, I've got some strange behavior. I have a queue which has a scrip
> On Correspond Notify Requestors with template Correspondence, where the template
> contains {$Transaction->Content()}
> 
> Rights for the queue are assigned by group. Everyone in the department is a
> member of the same group, has same watcher status, etc.
> 
> This doesnt work for one person. Anybody else in the group can click reply in
> the ticket and it sends the reply to requestors. When this one person tries
> though, no reply is sent and I see this in the logs:
> 
> [Mon May 17 15:17:54 2004] [info]: RT::Scrip=HASH(0xa09b4d4): Couldn't prepare
> Notify Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:346)
> 
> If I set up a test scrip which does autoreply to requestors rather than notify
> requestors, it works for everybody.
> 
> Given that the rights are assigned by group and everyone is in the same group,
> and the notify requestors works for everyone else, why does it generate this
> error for the one person?
Look for NotifyActor in archives and RT config.

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From murple at murple.net  Mon May 17 11:51:39 2004
From: murple at murple.net (Craig Schenk)
Date: Mon, 17 May 2004 11:51:39 -0400
Subject: [rt-users] Weird behavior with scrips
In-Reply-To: <40A8DB74.4020002@acronis.ru>
References: <20040517112817.48334cbb.murple@murple.net>
	<40A8DB74.4020002@acronis.ru>
Message-ID: <20040517115139.04a50c00.murple@murple.net>

> Look for NotifyActor in archives and RT config.

Dont think that's it since the requestor is a different person from the person
who the scrip isn't working for. I turned NotifyActor to 1, we'll see if that
fixes things, but from reading the archives it doesn't sound like the same
problem others reported.


From prlawrence at Lehigh.EDU  Mon May 17 12:08:52 2004
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Mon, 17 May 2004 12:08:52 -0400
Subject: [rt-users] initialize-database error - Postgresql on FC1
Message-ID: <40A8E394.4060408@lehigh.edu>

Fedora Core 1
Postgresql 7.3.4

# ./configure --with-web-user=apache --with-web-group=apache 
--prefix=/usr/local/rt/rt3 --with-db-type=Pg --with-db-dba=postgres

# perl sbin/rt-test-dependencies --with-pg --with-modperl2 --install

# make install

# su - postgres

$ psql -U postgres template1

template1=# alter user postgres with encrypted password 'the_password';

template1=# \q

$ exit

# # make initialize-database
/usr/bin/perl //usr/local/rt/rt3/sbin/rt-setup-database --action init 
--dba postgres --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 Pg instance on localhost as postgres.
Please specify that user's database password below. If the user has no 
database
password, just press return.

Password: DBI connect('dbname=template1;host=localhost','postgres',...) 
failed: could not connect to server: Connection refused at 
//usr/local/rt/rt3/sbin/rt-setup-database line 80
Failed to connect to dbi:Pg:dbname=template1;host=localhost as postgres: 
could not connect to server: Connection refused at 
//usr/local/rt/rt3/sbin/rt-setup-database line 80,  line 1.
make: *** [initialize-database] Error 255

Any ideas?
Thanks,
Phil


From murple at murple.net  Mon May 17 12:52:08 2004
From: murple at murple.net (Craig Schenk)
Date: Mon, 17 May 2004 12:52:08 -0400
Subject: [rt-users] Weird behavior with scrips
In-Reply-To: <20040517115139.04a50c00.murple@murple.net>
References: <20040517112817.48334cbb.murple@murple.net>
	<40A8DB74.4020002@acronis.ru>
	<20040517115139.04a50c00.murple@murple.net>
Message-ID: <20040517125208.279db971.murple@murple.net>

Just confirmed that the problem exists regardless of the value of NotifyActor.
Anything else to check?


From chris at torresen.com  Mon May 17 13:10:04 2004
From: chris at torresen.com (Christopher VanOosterhout)
Date: Mon, 17 May 2004 13:10:04 -0400
Subject: [rt-users] Internal vs. External Creation of Tickets
In-Reply-To: <6.1.0.6.2.20040514153431.02e7aec0@mail.torresen.com>
References: <6.1.0.6.2.20040514153431.02e7aec0@mail.torresen.com>
Message-ID: <6.1.0.6.2.20040517130650.04160a00@mail.torresen.com>




If this subject has already been covered, I would appreciate a link to the 
reference.  If it is has not been covered, I would be interested in any 
ideas on the subject.

What would be the easiest way to handle responses to creation of a new 
ticket through the web interface vs. via email.  For instance, when a 
customer/user creates a ticket via an email request I would like them to 
receive a specific template/message.  However, when I create a ticket on a 
customer's behalf (for instance if I am on the phone with them) I would 
like them to receive a different template/email.

Thanks,

Christopher



From chris at torresen.com  Mon May 17 14:03:15 2004
From: chris at torresen.com (Christopher VanOosterhout)
Date: Mon, 17 May 2004 14:03:15 -0400
Subject: [rt-users] External vs. Internal Tickets
Message-ID: <6.1.0.6.2.20040517140256.0309bcf0@mail.torresen.com>


If this subject has already been covered, I would appreciate a link to the 
reference.  If it is has not been covered, I would be interested in any 
ideas on the subject.

What would be the easiest way to handle responses to creation of a new 
ticket through the web interface vs. via email.  For instance, when a 
customer/user creates a ticket via an email request I would like them to 
receive a specific template/message.  However, when I create a ticket on a 
customer's behalf (for instance if I am on the phone with them) I would 
like them to receive a different template/email.

Thanks,

Christopher





--
Christopher VanOosterhout
Torresen Marine, Inc. - The Sailboat Specialists
Internet Division
http://www.torresen.com/
http://www.marinedieseldirect.com/
3126 Lake Shore Drive
Muskegon, Michigan 49441
231-759-8596  
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From einb at walledlake.k12.mi.us  Mon May 17 14:53:17 2004
From: einb at walledlake.k12.mi.us (Ein Bielaczyc)
Date: Mon, 17 May 2004 14:53:17 -0400
Subject: [rt-users] Default Domain for New Ticket
Message-ID: <1084819997.14536.19.camel@mercury.walledlake.k12.mi.us>

Curious to know if there is a configuration option for a default domain
when creating a new ticket via the web interface. 

I have a rather long domain (giggle), and it would be a real keystroke
saver if we didn't have to fill in walledlake.k12.mi.us each time we
need to create a new ticket. Does anyone know how I could append a
username with the domain?

Ein B.
:-)
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From jesse at bestpractical.com  Mon May 17 15:47:55 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 17 May 2004 15:47:55 -0400
Subject: [rt-users] Change rt logo
In-Reply-To: <28EA2A2A-A586-11D8-A15D-000393B2BB20@flothow.de>
References: <200405131121.46546.phillip@reportstar.net>
	<28EA2A2A-A586-11D8-A15D-000393B2BB20@flothow.de>
Message-ID: <20040517194755.GN24815@pallas.eruditorum.org>




On Fri, May 14, 2004 at 11:07:43AM +0200, Sebastian Flothow wrote:
> You could replace rt.jpg and favicon.png (in 
> /opt/rt3/share/html/NoAuth/images) with your own ones.
> 
> BTW, I'm wondering why the logo is a JPEG file - PNG seems much more 
> appropriate to me. Are there specific reasons for using JPEG?

Historical reasons. (not good ones)


 
> Sebastian
> 
> -- 
> Sebastian Flothow
> sebastian at flothow.de
> 
> Because it reverses the logical flow of conversation.
> > Why is top posting frowned upon?
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt 
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 

-- 


From mrjoel at nstep.net  Mon May 17 16:02:48 2004
From: mrjoel at nstep.net (Joel)
Date: Mon, 17 May 2004 14:02:48 -0600
Subject: [rt-users] RT 3.0.10 on Debian testing
Message-ID: <40A91A68.1080602@nstep.net>

I'm currently installing RT on a debian system.

I've installed the request-tracker3 debian package (3.0.10-2), Apache 
(apache2-mpm-worker 2.0.49-1),
   libapache2-mod-perl2 1.99.12-3.

I followed the instructions included with the Debian package 
(/usr/share/doc/request-tracker3/INSTALL.Debian.gz), and have 
successfully created the database and run the initialization portion. I 
also plan to run another site off of this server on the root directory, 
and so have it setup (which works fine, just static pages currently).

The problem I am running into is with the perl/Apache setup. My current 
setup serves file from the /var/www directory. I have added the "Include 
"/etc/request-tracker3/apache-modperl.conf" line into my Apache setup, 
and have linked /etc/apache2/mods-available/perl.load into 
/etc/apache2/mods-enabled.  I did have to move the "PerlRequire 
/usr/share/request-tracker3/libexec/webmux.pl" line out of the 
 section since I was getting errors with mod_perl2.

After setting it up as such, I tried to access http://example.net 
(domain names have obviously been changed), and got my static pages just 
fine, but when I tried to go to http://example.net/rt, my browser 
timed-out, and in the Apache logs, I get the following message:

   [Sun May 16 11:51:25 2004] [error] [client 192.168.24.124] Attempt to 
serve directory: /usr/share/request-tracker3/html/
     That indicated to me that there was something wrong (permissions?), 
and so I copied the directory in its entirety to the /var/www/rt and 
removed the Alias directive. Then I was able to get the pages, but they 
were not interpreted by perl, I just got the raw file dump in my 
browser, which is the same thing that I got when I tried with apache1.

So, do I have some setting wrong, or are permissions not proper for my 
/usr/share/request-tracker3 directory? (They are 755)

Thanks for any ideas and pointers,
Joel Johnson

-- 

Relevant config files:

# THE BASICS:

Set($rtname, 'Request Tracker');
Set($Organization, 'My Company');

Set($CorrespondAddress , 'rt at example.net');
Set($CommentAddress , 'rt-comment at example.net');

Set($Timezone , 'US/Mountain'); # obviously choose what suits you

# THE DATABASE:

Set($DatabaseType, 'Pg'); # e.g. Pg or mysql

# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.

Set($DatabaseUser , 'dbuser');
Set($DatabasePassword , 'dbpass');
Set($DatabaseName , 'rt3');

# THE WEBSERVER:

Set($WebPath , "/rt");
Set($WebBaseURL , "http://example.net");

1;



From einb at walledlake.k12.mi.us  Mon May 17 16:15:24 2004
From: einb at walledlake.k12.mi.us (Ein Bielaczyc)
Date: Mon, 17 May 2004 16:15:24 -0400
Subject: [rt-users] SelfService Login Not Working
Message-ID: <1084824924.14536.28.camel@mercury.walledlake.k12.mi.us>

Again, I've searched through the archives and found quite a few tips
about nonprivileged users, but not one regarding the inability to use
the SelfServer login. 

Nonprivileged users are created, and I have given Everyone as well as
UnPrivileged groups the ShowTicket right. But when I attempt to login as
an UnPrivileged user I get an error stating username or password
incorrect. I've tried changing the username, I don't wish to provide a
password, but that did not solve the problem.

Ein B.
:-)
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From chris at torresen.com  Mon May 17 17:13:12 2004
From: chris at torresen.com (Christopher VanOosterhout)
Date: Mon, 17 May 2004 17:13:12 -0400
Subject: [rt-users] Making RTFM Field Headers Invisible in RT Responses
Message-ID: <6.1.0.6.2.20040517171208.0272bec0@mail.torresen.com>


When I insert a RTFM article into a RT response, the article number/name 
and name of the custom field all appear in the RT reply.  Is there anyway 
can I make it so that does not happen?

For instance I currently get this:

#9: Nigeria (This is the article name and number)

Nigeria Sales Restrictions (This is the article description)

MainBody: (This is the custom field name)

Thanks for your interest in the products provided by us.

We are sorry but we can not currently ship parts or provide quotation
for parts to Nigeria.




AND I WOULD LIKE IT TO APPEAR AS THIS:

Thanks for your interest in the products provided by us.

We are sorry but we can not currently ship parts or provide quotation
for parts to Nigeria.



Right now I am having to manually delete out the titles, etc.

Christopher









--
Christopher VanOosterhout
Torresen Marine, Inc. - The Sailboat Specialists
Internet Division
http://www.torresen.com/
http://www.marinedieseldirect.com/
3126 Lake Shore Drive
Muskegon, Michigan 49441
231-759-8596  



From seph at directionless.org  Mon May 17 23:02:17 2004
From: seph at directionless.org (seph)
Date: Mon, 17 May 2004 23:02:17 -0400
Subject: [rt-users] Re: SelfService Login Not Working
In-Reply-To: <1084824924.14536.28.camel@mercury.walledlake.k12.mi.us> (Ein
	Bielaczyc's message of "Mon, 17 May 2004 16:15:24 -0400")
References: <1084824924.14536.28.camel@mercury.walledlake.k12.mi.us>
Message-ID: 

> Nonprivileged users are created, and I have given Everyone as well as
> UnPrivileged groups the ShowTicket right. But when I attempt to login as
> an UnPrivileged user I get an error stating username or password
> incorrect. I've tried changing the username, I don't wish to provide a
> password, but that did not solve the problem.

I don't think RT supports passwordless logins. 

seph


From peter.jamrisko at advantel.cz  Tue May 18 03:57:22 2004
From: peter.jamrisko at advantel.cz (=?ISO-8859-2?Q?Peter_Jamri=B9ko?=)
Date: Tue, 18 May 2004 09:57:22 +0200
Subject: [rt-users] upgrade/install
Message-ID: <40A9C1E2.6050709@advantel.cz>

Hi,

I want to upgrade from 3.0.6 to 3.0.10. Are there some changes to rt3 
database, or does 'make upgrade' just upgrade of files under /rt3 
directory?
I want to backup whole rt3 mysql database (from running rt 3.0.6) and 
install rt 3.0.10 on another computer and then copy database backup to 
new installed rt 3.0.10. Is it possible? Are these databases the same 
versions (between 3.0.6 and 3.0.10?

Thanks.

Peter



From cubic at acronis.ru  Tue May 18 04:47:50 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 18 May 2004 12:47:50 +0400
Subject: [rt-users] Re: SelfService Login Not Working
In-Reply-To: 
References: <1084824924.14536.28.camel@mercury.walledlake.k12.mi.us>
	
Message-ID: <40A9CDB6.7060808@acronis.ru>

It was discussed here too many times.

Passwordless accounts are imposible.
Also RT does more on user creating, it fills password with string which 
never match any password.
I don't recall that someone post extension which generate password for 
new account and send it to user.

There is incomplete password reminder in RT which should regenerate 
password and send it to user.

So you have setup some code which do dirty work around user's passwords.

			Ruslan.

PS. I think someone already solved this problems and have thier accounts 
created with password notifications.

seph wrote:

>>Nonprivileged users are created, and I have given Everyone as well as
>>UnPrivileged groups the ShowTicket right. But when I attempt to login as
>>an UnPrivileged user I get an error stating username or password
>>incorrect. I've tried changing the username, I don't wish to provide a
>>password, but that did not solve the problem.
> 
> 
> I don't think RT supports passwordless logins. 
> 
> seph



From cubic at acronis.ru  Tue May 18 05:10:57 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 18 May 2004 13:10:57 +0400
Subject: [rt-users] upgrade/install
In-Reply-To: <40A9C1E2.6050709@advantel.cz>
References: <40A9C1E2.6050709@advantel.cz>
Message-ID: <40A9D321.8070409@acronis.ru>


Yes, there is small DB changes in 3.0.10-11.
There is special notes about upgrade in README file you should read it.

Peter Jamri?ko wrote:

> Hi,
> 
> I want to upgrade from 3.0.6 to 3.0.10. Are there some changes to rt3 
> database, or does 'make upgrade' just upgrade of files under /rt3 
> directory?
> I want to backup whole rt3 mysql database (from running rt 3.0.6) and 
> install rt 3.0.10 on another computer and then copy database backup to 
> new installed rt 3.0.10. Is it possible? Are these databases the same 
> versions (between 3.0.6 and 3.0.10?
It's not right way. Copy your running RT to another machine, do upgrade 
there, check it for errors, regressions. And because you DB copy is 
outdate to prodoction when you'll wish to upgrade it then you can't just 
copy it back. You should do upgrade on production in same way.
Generaly talking DB changes is small script which alter your DB. You can 
review it yourself and decide what to do.
> 
> Thanks.
> 
> Peter
> 

PS. 3.0.11 upcoming soon.


From stephen.quinney at computing-services.oxford.ac.uk  Tue May 18 05:42:15 2004
From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney)
Date: Tue, 18 May 2004 10:42:15 +0100
Subject: [rt-users] RT 3.0.10 on Debian testing
In-Reply-To: <40A91A68.1080602@nstep.net>
References: <40A91A68.1080602@nstep.net>
Message-ID: <20040518094215.GA2967@computing-services.oxford.ac.uk>

On Mon, May 17, 2004 at 02:02:48PM -0600, Joel wrote:
> I'm currently installing RT on a debian system.
> 
> I've installed the request-tracker3 debian package (3.0.10-2), Apache 
> (apache2-mpm-worker 2.0.49-1),
>   libapache2-mod-perl2 1.99.12-3.
> 
> The problem I am running into is with the perl/Apache setup. My current 
> setup serves file from the /var/www directory. I have added the "Include 
> "/etc/request-tracker3/apache-modperl.conf" line into my Apache setup, 
> and have linked /etc/apache2/mods-available/perl.load into 
> /etc/apache2/mods-enabled.  I did have to move the "PerlRequire 
> /usr/share/request-tracker3/libexec/webmux.pl" line out of the 
>  section since I was getting errors with mod_perl2.

I just took a look at this myself as I have apache2 on Debian testing
although I've not tried using it with RT3 before. I have made some
progress although I have not yet got it working. The
apache-modperl.conf needed a bit of a rewrite for apache2. This is
what I have right now:

####
PerlOptions +GlobalRequest
PerlModule  Apache2
PerlModule  Apache::compat
PerlSetVar  MasonArgsMethod  CGI

RewriteEngine On
RewriteRule ^(.*)/$ $1/index.html

Alias /rt /usr/share/request-tracker3/html/

PerlModule Apache::DBI
PerlRequire /usr/share/request-tracker3/libexec/webmux.pl


 AddDefaultCharset UTF-8
 
   SetHandler perl-script
   PerlHandler RT::Mason
 
 Order Allow,Deny
 Allow from 127.0.0.1

####

That is mostly taken from the upstream docs file
/usr/share/doc/request-tracker3/README.gz. You will need to enable the
rewrite module as well as perl for this config. It now gets beyond the
not being able to serve the directory problem and is stuck because it
cannot find the RT::Mason module. The errors I get are:

[Tue May 18 10:28:48 2004] [error] [client 163.1.15.107] Can't locate RT/Mason.pm in @INC (@INC contains: /usr/local/share/request-tracker3/lib /usr/share/request-tracker3/lib /usr/lib/perl5/Apache2 /etc/perl /usr/local/lib/perl/5.8.3 /usr/local/share/perl/5.8.3 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl /usr/local/lib/perl/5.8.0 /usr/local/share/perl/5.8.0 . /etc/apache2/ /etc/apache2/lib/perl) at (eval 1939) line 3.\n

I do not know enough about Apache2 to sort this out although I will
keep trying anyone here had success with Apache2 and can tell me how
to fix this problem?

Thanks in advance,

Stephen Quinney



From peter.jamrisko at advantel.cz  Tue May 18 05:50:15 2004
From: peter.jamrisko at advantel.cz (=?windows-1252?Q?Peter_Jamri=9Ako?=)
Date: Tue, 18 May 2004 11:50:15 +0200
Subject: [rt-users] upgrade/install
In-Reply-To: <40A9D321.8070409@acronis.ru>
References: <40A9C1E2.6050709@advantel.cz> <40A9D321.8070409@acronis.ru>
Message-ID: <40A9DC57.6080701@advantel.cz>



Ruslan U. Zakirov wrote:

>
> Yes, there is small DB changes in 3.0.10-11.
> There is special notes about upgrade in README file you should read it.
>
> Peter Jamri?ko wrote:
>
>> Hi,
>>
>> I want to upgrade from 3.0.6 to 3.0.10. Are there some changes to rt3 
>> database, or does 'make upgrade' just upgrade of files under /rt3 
>> directory?
>> I want to backup whole rt3 mysql database (from running rt 3.0.6) and 
>> install rt 3.0.10 on another computer and then copy database backup 
>> to new installed rt 3.0.10. Is it possible? Are these databases the 
>> same versions (between 3.0.6 and 3.0.10?
>
> It's not right way. Copy your running RT to another machine, do 
> upgrade there, check it for errors, regressions. And because you DB 
> copy is outdate to prodoction when you'll wish to upgrade it then you 
> can't just copy it back. You should do upgrade on production in same way.
> Generaly talking DB changes is small script which alter your DB. You 
> can review it yourself and decide what to do.

This small change is only betwwen 3.0.10 - 3.0.11 ? Or is it also 
between 3.0.6. - 3.0.10? Because I'm going to upgrade from 3.0.6 to 3.0.10.
So, I did it this way:

I have installed 3.0.6 on my PRODUCTION machine (it is working couple of 
months). I want ro run 3.0.10 on another machine and stop 3.0.6 on 
production and then another machine become production.
I installed 3.0.6. on the ANOTHER machine, then a created backup of 
PRODUCTION mysql-rt3-database. I copied this database on the ANOTHER 
machine.
I tested it, and it works well. Next step was to upgrade rt on the 
ANOTHER machine from 3.0.6. to 3.0.10. I tested it again, and it is 
woking well now.
So, i have 3.0.6 on the PRODUCTION machine and 3.0.10 on the ANOTHER 
machine. Problem is that now the data on the ANOTHER machine are not 
up-to-date and I need to backup and restore database from PRODUCTION to 
ANOTHER again (and stop rt 3.0.6 on the PRODUCTION) . May I just replace 
database on the ANOTHER by database from PRODUCTION (different versions).

Thanks.

>>
>> Thanks.
>>
>> Peter
>>
>
> PS. 3.0.11 upcoming soon.



From stephen.quinney at computing-services.oxford.ac.uk  Tue May 18 06:47:41 2004
From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney)
Date: Tue, 18 May 2004 11:47:41 +0100
Subject: [rt-users] RT 3.0.10 on Debian testing
In-Reply-To: <20040518094215.GA2967@computing-services.oxford.ac.uk>
References: <40A91A68.1080602@nstep.net>
	<20040518094215.GA2967@computing-services.oxford.ac.uk>
Message-ID: <20040518104741.GB2967@computing-services.oxford.ac.uk>

On Mon, May 17, 2004 at 02:02:48PM -0600, Joel wrote:
> I'm currently installing RT on a debian system.
> 
> I've installed the request-tracker3 debian package (3.0.10-2), Apache 
> (apache2-mpm-worker 2.0.49-1),
>   libapache2-mod-perl2 1.99.12-3.
> 
> The problem I am running into is with the perl/Apache setup. My current 
> setup serves file from the /var/www directory. I have added the "Include 
> "/etc/request-tracker3/apache-modperl.conf" line into my Apache setup, 
> and have linked /etc/apache2/mods-available/perl.load into 
> /etc/apache2/mods-enabled.  I did have to move the "PerlRequire 
> /usr/share/request-tracker3/libexec/webmux.pl" line out of the 
>  section since I was getting errors with mod_perl2.

With a bit of hacking I now have a working RT3 with Apache2/mod_perl2
on Debian testing/sarge.

I had to do this:

cp /usr/share/request-tracker3/libexec/webmux.pl \
   /usr/share/request-tracker3/lib/RT/Mason.pm

and I made a /etc/request-tracker3/apache2-modperl.conf file like this:

####
PerlSwitches -I/usr/share/request-tracker3/lib/
PerlOptions +GlobalRequest
PerlModule  Apache2
PerlModule  Apache::compat
PerlSetVar  MasonArgsMethod  CGI

RewriteEngine On
RewriteRule ^(.*)/$ $1/index.html

Alias /rt /usr/share/request-tracker3/html/

PerlModule Apache::DBI
PerlModule RT::Mason


 AddDefaultCharset UTF-8
 
 SetHandler perl-script
 PerlHandler RT::Mason
 
 Order Allow,Deny
 Allow from localhost 163.1.15.107

####

This needs the perl and rewrite modules to be enabled.

Basically the PerlRequire was not working so I replaced it with a
change to the module include path and a PerlModule directive to
pre-load the module at start time. It all works fine now, although I
am not sure this is the most elegant solution. I don't understand why
the PerlRequire is not working as it should, any suggestions are
welcome.

I will add an apache2-modperl.conf file into the next version of the
Debian request-tracker3 package that we upload along with notes as to
how I got RT3 working with Apache2/mod_perl2.

I hope this helps,

Stephen Quinney


From david.michal at rabatcr.cz  Tue May 18 10:42:23 2004
From: david.michal at rabatcr.cz (David Michal)
Date: Tue, 18 May 2004 16:42:23 +0200
Subject: [rt-users] Auto created user has a privileged status.
Message-ID: <40AA20CF.2070304@rabatcr.cz>

Helo,
when a non-existing user is logging to the RT through web, then RT 
create user account for him. That's cool and I want it. But the new 
created user have got a privileged status, so he's going to be a staff 
member, and that's not cool. :) Please anybody know what I have to 
configure, to have new users in non-privileged system group?
Thanks,
David



From cubic at acronis.ru  Tue May 18 11:08:08 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 18 May 2004 19:08:08 +0400
Subject: [rt-users] Auto created user has a privileged status.
In-Reply-To: <40AA20CF.2070304@rabatcr.cz>
References: <40AA20CF.2070304@rabatcr.cz>
Message-ID: <40AA26D8.70208@acronis.ru>

David Michal wrote:
> Helo,
> when a non-existing user is logging to the RT through web, then RT 
> create user account for him.
Vanilla RT doesn't do that. Checked.
> That's cool and I want it. But the new 
> created user have got a privileged status, so he's going to be a staff 
> member, and that's not cool. :) Please anybody know what I have to 
> configure, to have new users in non-privileged system group?
> Thanks,
> David
Autocreated users are *unpriveleged*.

How do you get such results?

			Best regards. Ruslan.


From david.michal at rabatcr.cz  Tue May 18 11:28:31 2004
From: david.michal at rabatcr.cz (David Michal)
Date: Tue, 18 May 2004 17:28:31 +0200
Subject: [rt-users] Auto created user has a privileged status.
In-Reply-To: <40AA26D8.70208@acronis.ru>
References: <40AA20CF.2070304@rabatcr.cz> <40AA26D8.70208@acronis.ru>
Message-ID: <40AA2B9F.3050003@rabatcr.cz>

> Autocreated users are *unpriveleged*.
>
> How do you get such results?
>
>             Best regards. Ruslan.

Hmm, not in my case. The box "it's possible to give user-rights" (I'm 
using localized RT, so I don't know the correct english message) is 
checked, after user is autocreated. Shall I edit something in 
autohandler? Or where the autohandler is taking attributes for new_users 
from?
Thanks,
David




From Samuel.Senoner at eurac.edu  Tue May 18 11:29:18 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 18 May 2004 17:29:18 +0200
Subject: [rt-users] Auto created user has a privileged status.
Message-ID: <8ABC35686C73554691F3481C4023BE5E01450C08@abz01be.eurac.edu>

Users that log in to the web interface for the first time are
priviledged by default.
You can change it in autohandler, where autohandler creates the user,
just set priviledged from 1 to 0.

SAmuel

-----Original Message-----
From: David Michal [mailto:david.michal at rabatcr.cz]
Sent: Tuesday, 18 May, 2004 17:29
To: Ruslan U. Zakirov; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Auto created user has a privileged status.


> Autocreated users are *unpriveleged*.
>
> How do you get such results?
>
>             Best regards. Ruslan.

Hmm, not in my case. The box "it's possible to give user-rights" (I'm
using localized RT, so I don't know the correct english message) is
checked, after user is autocreated. Shall I edit something in
autohandler? Or where the autohandler is taking attributes for new_users
from?
Thanks,
David


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and
Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.


From david.michal at rabatcr.cz  Tue May 18 11:47:55 2004
From: david.michal at rabatcr.cz (David Michal)
Date: Tue, 18 May 2004 17:47:55 +0200
Subject: [rt-users] Auto created user has a privileged status.
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E01450C08@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E01450C08@abz01be.eurac.edu>
Message-ID: <40AA302B.8020807@rabatcr.cz>



Senoner Samuel napsal(a):

>Users that log in to the web interface for the first time are
>priviledged by default.
>You can change it in autohandler, where autohandler creates the user,
>just set priviledged from 1 to 0.
>
>SAmuel
>
>  
>
Well, I find the attribute not so in autohandler but in Web.pm file in 
sub WebExternalAutoInfo, I've replace the 1 value by 0 value, save the 
file. And it's still doing the same. Do I need to restart some service 
to take it accept new parameter?
Thanks,
David




From Samuel.Senoner at eurac.edu  Tue May 18 11:49:19 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 18 May 2004 17:49:19 +0200
Subject: [rt-users] Auto created user has a privileged status.
Message-ID: <8ABC35686C73554691F3481C4023BE5E01450C09@abz01be.eurac.edu>

Stop and start apache, restart is not enough.

samuel

-----Original Message-----
From: David Michal [mailto:david.michal at rabatcr.cz] 
Sent: Tuesday, 18 May, 2004 17:48
To: Senoner Samuel; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Auto created user has a privileged status.




Senoner Samuel napsal(a):

>Users that log in to the web interface for the first time are 
>priviledged by default. You can change it in autohandler, where 
>autohandler creates the user, just set priviledged from 1 to 0.
>
>SAmuel
>
>  
>
Well, I find the attribute not so in autohandler but in Web.pm file in 
sub WebExternalAutoInfo, I've replace the 1 value by 0 value, save the 
file. And it's still doing the same. Do I need to restart some service 
to take it accept new parameter?
Thanks,
David




From cubic at acronis.ru  Tue May 18 12:04:43 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 18 May 2004 20:04:43 +0400
Subject: [rt-users] Auto created user has a privileged status.
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E01450C08@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E01450C08@abz01be.eurac.edu>
Message-ID: <40AA341B.4090403@acronis.ru>

Senoner Samuel wrote:
> Users that log in to the web interface for the first time are
> priviledged by default.
> You can change it in autohandler, where autohandler creates the user,
> just set priviledged from 1 to 0.
> 
> SAmuel

Samuel, David, sorry, didn't know that RT create users when external 
auth enabled.
> 
> -----Original Message-----
> From: David Michal [mailto:david.michal at rabatcr.cz]
> Sent: Tuesday, 18 May, 2004 17:29
> To: Ruslan U. Zakirov; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Auto created user has a privileged status.
> 
> 
> 
>>Autocreated users are *unpriveleged*.
>>
>>How do you get such results?
>>
>>            Best regards. Ruslan.
> 
> 
> Hmm, not in my case. The box "it's possible to give user-rights" (I'm
> using localized RT, so I don't know the correct english message) is
> checked, after user is autocreated. Shall I edit something in
> autohandler? Or where the autohandler is taking attributes for new_users
> from?
> Thanks,
> David
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.



From Samuel.Senoner at eurac.edu  Tue May 18 12:37:43 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Tue, 18 May 2004 18:37:43 +0200
Subject: [rt-users] Auto created user has a privileged status.
Message-ID: <8ABC35686C73554691F3481C4023BE5E0189729C@abz01be.eurac.edu>

You have also to set to 1 webexternalauto, which automatically creates a user.

SAmuel 

-----Original Message-----
From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] 
Sent: Tuesday,18 May,2004 18:05
To: Senoner Samuel
Cc: david.michal at rabatcr.cz; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Auto created user has a privileged status.

Senoner Samuel wrote:
> Users that log in to the web interface for the first time are 
> priviledged by default.
> You can change it in autohandler, where autohandler creates the user, 
> just set priviledged from 1 to 0.
> 
> SAmuel

Samuel, David, sorry, didn't know that RT create users when external auth enabled.
> 
> -----Original Message-----
> From: David Michal [mailto:david.michal at rabatcr.cz]
> Sent: Tuesday, 18 May, 2004 17:29
> To: Ruslan U. Zakirov; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Auto created user has a privileged status.
> 
> 
> 
>>Autocreated users are *unpriveleged*.
>>
>>How do you get such results?
>>
>>            Best regards. Ruslan.
> 
> 
> Hmm, not in my case. The box "it's possible to give user-rights" (I'm 
> using localized RT, so I don't know the correct english message) is 
> checked, after user is autocreated. Shall I edit something in 
> autohandler? Or where the autohandler is taking attributes for 
> new_users from?
> Thanks,
> David
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.





From david.michal at rabatcr.cz  Tue May 18 12:48:23 2004
From: david.michal at rabatcr.cz (David Michal)
Date: Tue, 18 May 2004 18:48:23 +0200
Subject: [rt-users] Auto created user has a privileged status.
In-Reply-To: <8ABC35686C73554691F3481C4023BE5E0189729C@abz01be.eurac.edu>
References: <8ABC35686C73554691F3481C4023BE5E0189729C@abz01be.eurac.edu>
Message-ID: <40AA3E57.10406@rabatcr.cz>

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From lists at flothow.de  Tue May 18 11:52:41 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Tue, 18 May 2004 17:52:41 +0200
Subject: [rt-users] upgrade/install
In-Reply-To: <40A9DC57.6080701@advantel.cz>
References: <40A9C1E2.6050709@advantel.cz> <40A9D321.8070409@acronis.ru>
	<40A9DC57.6080701@advantel.cz>
Message-ID: <65040ACD-A8E3-11D8-A2A0-000393B2BB20@flothow.de>

Am 18. Mai 2004 um 11:50 Uhr schrieb Peter Jamri?ko:
> May I just replace database on the ANOTHER by database from PRODUCTION 
> (different versions).

You could dump the structures of both databases (mysqldump with 
--no-data flag, see man mysqldump), then compare them. If they are 
identical, copying the database should work.


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From stefan at van-boxmer.de  Tue May 18 16:23:57 2004
From: stefan at van-boxmer.de (Stefan Fischer)
Date: Tue, 18 May 2004 22:23:57 +0200
Subject: [rt-users] Problem with From: Header without <> Character?,
	Please Help...
Message-ID: <40AA70DD.60306@van-boxmer.de>

Hello RT-List,

after migration to RT3, the Requestor gets no "autreply on create" 
email, if the initial Email is coming from our online Store (a order 
confirmation email with faked from adresses to the customer mailaddress) 
In syslog i see "No recipients found. Not sending."

When i do "echo Bla|mail -s test rt-queue at to-our-rt.de" all works fine.
The only Difference in the Mailheader i can see is the From: Line. The
Online Store sends order confirmations with no <> characters and real
Name in this line. Is a possible reason? If so, how can i go around
this? The Onlinestore is mandatory, i can not make any changes there.

My System is RT3.0.10 on Debian with perl 5.8.3.

Many Many Thanks for Your help!




From prlawrence at Lehigh.EDU  Tue May 18 16:33:06 2004
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Tue, 18 May 2004 16:33:06 -0400
Subject: [rt-users] initialize-database error - Postgresql on FC1
In-Reply-To: <40A8E394.4060408@lehigh.edu>
References: <40A8E394.4060408@lehigh.edu>
Message-ID: <40AA7302.4080302@lehigh.edu>

Phil Lawrence wrote:
> Fedora Core 1
> Postgresql 7.3.4

> # # make initialize-database
> ...
> Password: DBI connect('dbname=template1;host=localhost','postgres',...) 
> failed: could not connect to server: ...

Tom Good (http://www.sqlclinic.net) provided the answer.  pg_hba.conf as 
shipped by FC1 doesn't allow linux users to login to pg using any 
username other than their own, linux user name.  So in this case, root 
is attempting to login as postgres.

Here's the change:
# TYPE  DATABASE    USER        IP-ADDRESS        IP-MASK           METHOD

local   all         all                                             trust
host    all         all         127.0.0.1         255.255.255.255   trust


Phil


From chris-lists at blueaspen.com  Tue May 18 17:45:55 2004
From: chris-lists at blueaspen.com (Christopher Snell)
Date: Tue, 18 May 2004 16:45:55 -0500
Subject: [rt-users] Autocreated Users (Management of)
Message-ID: <40AA8413.7010800@blueaspen.com>

Hi,

I'm not sure if this is in the FAQ (because the FAQ is down)...

I noticed that when somebody sends e-mail to our RT queue, a user is 
autocreated by RT for this person's e-mail address.  First of all, can I 
configure RT to *not* autocreate users?  Secondly, if I cannot disable 
autocreation, how can I clean old users out of the database?  We're 
going to be using RT for retail customer service and there will be 
thousands of new users created all of the time.  After their requests 
are resolved, I can't see any point in keeping them around.

Thanks,

Chris Snell
bikeworld.com


From jea at bit.net.au  Tue May 18 21:42:34 2004
From: jea at bit.net.au (James Austin)
Date: Wed, 19 May 2004 11:42:34 +1000
Subject: [rt-users] Problems under Apache2
Message-ID: <200405190142.i4J1gXRE023847@phantom.arguscorp.com.au>

Have some strange issues with RT3 under Apache2 with mod_perl2

Running RT as a directory not a virtual host config below:

AddDefaultCharset UTF-8

PerlSetVar MasonArgsMethod CGI
PerlModule Apache2 Apache::compat
RewriteEngine On
RewriteRule ^(.*)/$ $1/index.html

PerlModule Apache::DBI
PerlRequire /home/rt/bin/webmux.pl

Alias /helpdesk "/home/rt/share/html"

        AllowOverride none
        Options Indexes
        Order allow,deny
        Allow from all



        SetHandler perl-script
        PerlHandler RT::Mason


Now RT works no issues but to get it to work I have to enter the entire URL

Ie: http://www.bit.net.au/helpdesk/index.html

In fact if I enter just http://www.bit.net.au/helpdesk I see a directory
listing and index.html is there.

Strange.

I have been working on this a while and its probably the most obvious thing
but I cant see it. The rest of the machine works 100% fine.

Regards
BIT.net Pty. Ltd
James Austin
CEO

m: 0410 59 0000
e: jea at bit.net.au
w: www.bit.net.au
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From jea at bit.net.au  Wed May 19 02:38:02 2004
From: jea at bit.net.au (James Austin)
Date: Wed, 19 May 2004 16:38:02 +1000
Subject: [rt-users] Problems under Apache2
In-Reply-To: <174870704.20040519082800@alcatel.sk>
Message-ID: <200405190638.i4J6c1N5006889@phantom.arguscorp.com.au>

> Hi, on first look it seems that you need add to httpd.conf 
> DirectoryIndex index.html its default name of index file, 
> which apache is looking for.
> hope it help

Its already enabled in the global configuration for main and all servers. In
fact index.html works everywhere but under /helpdesk

Regards
james
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From pape-rt at inf.fu-berlin.de  Wed May 19 02:54:29 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 19 May 2004 08:54:29 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
Message-ID: <34F8384E43FAE5C375F7A9B0@eremix>

I found, that (since 3.0.11rc1) in the select box (Elements/SelectOwner) 
which is shown on Ticket/Update and other places to adjust the owner of a 
Ticket, only "Nobody" and "root" are shown.

Before this we could see all Users which have OwnTicket rights on that 
ticket or on the queue the ticket is in.

Is this obseved on aother places or is this specific to our installation?

Regards,
Dirk.


From jesse at bestpractical.com  Wed May 19 02:58:03 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 May 2004 02:58:03 -0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <34F8384E43FAE5C375F7A9B0@eremix>
References: <34F8384E43FAE5C375F7A9B0@eremix>
Message-ID: <20040519065803.GW24731@pallas.eruditorum.org>




On Wed, May 19, 2004 at 08:54:29AM +0200, Dirk Pape wrote:
> I found, that (since 3.0.11rc1) in the select box (Elements/SelectOwner) 
> which is shown on Ticket/Update and other places to adjust the owner of a 
> Ticket, only "Nobody" and "root" are shown.
> 
> Before this we could see all Users which have OwnTicket rights on that 
> ticket or on the queue the ticket is in.
> 
> Is this obseved on aother places or is this specific to our installation?

There was a change to SelectOwner that _should_ have improved
performance by doing the right SQL query there, rather than the horrible
misquery that we were doing with recent searchbuilder revs.  Just to be
sure, what searchbuilder rev are you running?

Jesse


From jesse at bestpractical.com  Wed May 19 03:09:35 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 May 2004 03:09:35 -0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <20040519065803.GW24731@pallas.eruditorum.org>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
Message-ID: <20040519070935.GX24731@pallas.eruditorum.org>




On Wed, May 19, 2004 at 02:58:03AM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Wed, May 19, 2004 at 08:54:29AM +0200, Dirk Pape wrote:
> > I found, that (since 3.0.11rc1) in the select box (Elements/SelectOwner) 
> > which is shown on Ticket/Update and other places to adjust the owner of a 
> > Ticket, only "Nobody" and "root" are shown.
> > 
> > Before this we could see all Users which have OwnTicket rights on that 
> > ticket or on the queue the ticket is in.
> > 
> > Is this obseved on aother places or is this specific to our installation?
> 
> There was a change to SelectOwner that _should_ have improved
> performance by doing the right SQL query there, rather than the horrible
> misquery that we were doing with recent searchbuilder revs.  Just to be
> sure, what searchbuilder rev are you running?

For what it's worth, I just brought our corporate RT instance up to
3.0.11rc3 and do not see this issue on Ticket/Update.html
Ticket/People.html or Ticket/Create.html

> 
> Jesse

-- 


From pape-rt at inf.fu-berlin.de  Wed May 19 03:19:55 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 19 May 2004 09:19:55 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <20040519070935.GX24731@pallas.eruditorum.org>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	<20040519070935.GX24731@pallas.eruditorum.org>
Message-ID: 

Hallo Jesse,

--Am Mittwoch, 19. Mai 2004 3:09 Uhr -0400 schrieb Jesse Vincent 
:

> For what it's worth, I just brought our corporate RT instance up to
> 3.0.11rc3 and do not see this issue on Ticket/Update.html
> Ticket/People.html or Ticket/Create.html

I forgot: I have rc3 since yesterday and have still the problem. apache is 
restarted.

Dirk.


From pape-rt at inf.fu-berlin.de  Wed May 19 03:23:07 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 19 May 2004 09:23:07 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <20040519065803.GW24731@pallas.eruditorum.org>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
Message-ID: 

Hallo Jesse,

--Am Mittwoch, 19. Mai 2004 2:58 Uhr -0400 schrieb Jesse Vincent 
:

> There was a change to SelectOwner that _should_ have improved
> performance by doing the right SQL query there, rather than the horrible
> misquery that we were doing with recent searchbuilder revs.  Just to be
> sure, what searchbuilder rev are you running?

Searchbuilder is version 0.99

Dirk.


From jesse at bestpractical.com  Wed May 19 03:49:28 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 May 2004 03:49:28 -0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: 
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	
Message-ID: <20040519074927.GY24731@pallas.eruditorum.org>

can you try it with the dev snapshot of searchbuilder on CPAN?


On Wed, May 19, 2004 at 09:23:07AM +0200, Dirk Pape wrote:
> Hallo Jesse,
> 
> --Am Mittwoch, 19. Mai 2004 2:58 Uhr -0400 schrieb Jesse Vincent 
> :
> 
> >There was a change to SelectOwner that _should_ have improved
> >performance by doing the right SQL query there, rather than the horrible
> >misquery that we were doing with recent searchbuilder revs.  Just to be
> >sure, what searchbuilder rev are you running?
> 
> Searchbuilder is version 0.99
> 
> Dirk.

-- 


From maxb at ukf.net  Wed May 19 05:57:03 2004
From: maxb at ukf.net (Max Bowsher)
Date: Wed, 19 May 2004 10:57:03 +0100
Subject: [rt-users] Problems under Apache2
References: <200405190142.i4J1gXRE023847@phantom.arguscorp.com.au>
Message-ID: <003a01c43d87$a49f5040$78d96f83@robinson.cam.ac.uk>

James Austin wrote:
>> Have some strange issues with RT3 under Apache2 with mod_perl2
>>
>> Running RT as a directory not a virtual host config below:
>>
>> AddDefaultCharset UTF-8
>>
>> PerlSetVar MasonArgsMethod CGI
>> PerlModule Apache2 Apache::compat
>> RewriteEngine On
>> RewriteRule ^(.*)/$ $1/index.html
>>
>> PerlModule Apache::DBI
>> PerlRequire /home/rt/bin/webmux.pl
>>
>> Alias /helpdesk "/home/rt/share/html"
>> 
>>         AllowOverride none
>>         Options Indexes
>>         Order allow,deny
>>         Allow from all
>> 
>>
>> 
>>         SetHandler perl-script
>>         PerlHandler RT::Mason
>> 
>>
>> Now RT works no issues but to get it to work I have to enter the entire URL
>>
>> Ie: http://www.bit.net.au/helpdesk/index.html
>>
>> In fact if I enter just http://www.bit.net.au/helpdesk I see a directory
>> listing and index.html is there.

I had this problem too. It seems that the SetHandler prevents DirectoryIndex from working. The RewriteRule stuff is supposed to
avoid this, but I found the following works better:

# RT
Alias /rt /opt/rt3010/share/html
PerlModule Apache2 Apache::DBI
PerlRequire /opt/rt3010/bin/webmux.pl


  Order allow,deny
  Allow from all
  Options All
  AllowOverride All
  AddDefaultCharset UTF-8
  
    SetHandler perl-script
    PerlHandler RT::Mason
  



  SetHandler perl-script
  PerlHandler RT::Mason


  SetHandler perl-script
  PerlHandler RT::Mason


  SetHandler perl-script
  PerlHandler RT::Mason

# END RT


Max.



From scoutts at bcs.org.uk  Wed May 19 06:16:28 2004
From: scoutts at bcs.org.uk (Steven Coutts)
Date: Wed, 19 May 2004 11:16:28 +0100
Subject: [rt-users] Problems under Apache2
In-Reply-To: <200405190638.i4J6c1N5006889@phantom.arguscorp.com.au>
References: <200405190638.i4J6c1N5006889@phantom.arguscorp.com.au>
Message-ID: <40AB33FC.2010105@bcs.org.uk>

James Austin wrote:

>>Hi, on first look it seems that you need add to httpd.conf 
>>DirectoryIndex index.html its default name of index file, 
>>which apache is looking for.
>>hope it help
>>    
>>
>
>Its already enabled in the global configuration for main and all servers. In
>fact index.html works everywhere but under /helpdesk
>
>Regards
>james
>  
>
>  
>

I added this line to my apache config -:

RedirectMatch permanent (.*)/$ http://rt$1/index.html



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From peter.jamrisko at advantel.cz  Wed May 19 06:37:25 2004
From: peter.jamrisko at advantel.cz (=?windows-1252?Q?Peter_Jamri=9Ako?=)
Date: Wed, 19 May 2004 12:37:25 +0200
Subject: [rt-users] upgrade/install
In-Reply-To: <65040ACD-A8E3-11D8-A2A0-000393B2BB20@flothow.de>
References: <40A9C1E2.6050709@advantel.cz> <40A9D321.8070409@acronis.ru>
	<40A9DC57.6080701@advantel.cz>
	<65040ACD-A8E3-11D8-A2A0-000393B2BB20@flothow.de>
Message-ID: <40AB38E5.8030409@advantel.cz>

Thanks.

I dumped whole database (via phpmyadmin) and copied it (via webmin 
sql_query - file generated by phpmyadmin was too big to restore it via 
phpmyadmin)  into the PRODUCTION. It seems to work fine on the 
PRODUCTION. I didn't have time to wait. I will compare them now (hope 
isn't too late).

Thank for your answer.

Peter

Sebastian Flothow wrote:

> Am 18. Mai 2004 um 11:50 Uhr schrieb Peter Jamri?ko:
>
>> May I just replace database on the ANOTHER by database from 
>> PRODUCTION (different versions).
>
>
> You could dump the structures of both databases (mysqldump with 
> --no-data flag, see man mysqldump), then compare them. If they are 
> identical, copying the database should work.
>
>
> Sebastian
>


From jea at bit.net.au  Wed May 19 06:41:05 2004
From: jea at bit.net.au (James Austin)
Date: Wed, 19 May 2004 20:41:05 +1000
Subject: [rt-users] Problems under Apache2
In-Reply-To: <40AB33FC.2010105@bcs.org.uk>
Message-ID: <200405191041.i4JAf5N5011298@phantom.arguscorp.com.au>

Hi,

I understand the (.*)/$ but the rt in this http://rt$1/index.html

Can you explain the rt$ to me?

Regards
BIT.net Pty. Ltd
James Austin
CEO

m: 0410 59 0000
e: jea at bit.net.au
w: www.bit.net.au 

> -----Original Message-----
> From: Steven Coutts [mailto:scoutts at bcs.org.uk] 
> Sent: Wednesday, 19 May 2004 8:16 PM
> To: jea at bit.net.au
> Cc: 'Peter Mikeska'
> Subject: Re: [rt-users] Problems under Apache2
> 
> James Austin wrote:
> 
> >>Hi, on first look it seems that you need add to httpd.conf 
> >>DirectoryIndex index.html its default name of index file, 
> which apache 
> >>is looking for.
> >>hope it help
> >>    
> >>
> >
> >Its already enabled in the global configuration for main and all 
> >servers. In fact index.html works everywhere but under /helpdesk
> >
> >Regards
> >james
> >  
> >
> >  
> >
> 
> I added this line to my apache config -:
> 
> RedirectMatch permanent (.*)/$ http://rt$1/index.html
> 
> 
> 
> 
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From jea at bit.net.au  Wed May 19 07:00:48 2004
From: jea at bit.net.au (James Austin)
Date: Wed, 19 May 2004 21:00:48 +1000
Subject: [rt-users] Problems under Apache2
In-Reply-To: <40AB33FC.2010105@bcs.org.uk>
Message-ID: <200405191100.i4JB0mN5011615@phantom.arguscorp.com.au>

Guys,

Thanks tons I read apache a lot and understand the reasoning behind the
redirect.

Working now thanks!

Regards
BIT.net Pty. Ltd
James Austin
CEO

m: 0410 59 0000
e: jea at bit.net.au
w: www.bit.net.au 

> -----Original Message-----
> From: Steven Coutts [mailto:scoutts at bcs.org.uk] 
> Sent: Wednesday, 19 May 2004 8:16 PM
> To: jea at bit.net.au
> Cc: 'Peter Mikeska'
> Subject: Re: [rt-users] Problems under Apache2
> 
> James Austin wrote:
> 
> >>Hi, on first look it seems that you need add to httpd.conf 
> >>DirectoryIndex index.html its default name of index file, 
> which apache 
> >>is looking for.
> >>hope it help
> >>    
> >>
> >
> >Its already enabled in the global configuration for main and all 
> >servers. In fact index.html works everywhere but under /helpdesk
> >
> >Regards
> >james
> >  
> >
> >  
> >
> 
> I added this line to my apache config -:
> 
> RedirectMatch permanent (.*)/$ http://rt$1/index.html
> 
> 
> 
> 
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From seph at directionless.org  Wed May 19 07:10:34 2004
From: seph at directionless.org (seph)
Date: Wed, 19 May 2004 07:10:34 -0400
Subject: [rt-users] Re: Auto created user has a privileged status.
In-Reply-To: <40AA3E57.10406@rabatcr.cz> (David Michal's message of "Tue, 18
	May 2004 18:48:23 +0200")
References: <8ABC35686C73554691F3481C4023BE5E0189729C@abz01be.eurac.edu>
	<40AA3E57.10406@rabatcr.cz>
Message-ID: 

>>           You have also to set to 1 webexternalauto, which
>>           automatically creates a user.
>
> OK, it's working now, thanks for your help. May for some next
> version could be good to have all these hidden parameters in
> Config.pm :) I'm sure there could be some interesting parameters to
> set, for users like me.

WebExternalAuto is very flexible, and as such, it doesn't simplify to a
config file options. Instead it's designed to be overridden using the
overlay mechanism. Just changing RT's source does the wrong thing on
upgrade, and creates a maintenance headache.

seph


From seph at directionless.org  Wed May 19 07:15:53 2004
From: seph at directionless.org (seph)
Date: Wed, 19 May 2004 07:15:53 -0400
Subject: [rt-users] Re: Autocreated Users (Management of)
In-Reply-To: <40AA8413.7010800@blueaspen.com> (Christopher Snell's message
	of "Tue, 18 May 2004 16:45:55 -0500")
References: <40AA8413.7010800@blueaspen.com>
Message-ID: 

> I'm not sure if this is in the FAQ (because the FAQ is down)...

not sure either. It's certainly be covered on the mailing list.

> I noticed that when somebody sends e-mail to our RT queue, a user is
> autocreated by RT for this person's e-mail address.  First of all, can
> I configure RT to *not* autocreate users?

no. In RT, everything is a user, it's how it does things.

> Secondly, if I cannot disable autocreation, how can I clean old
> users out of the database?  We're going to be using RT for retail
> customer service and there will be thousands of new users created
> all of the time.

RT would be very happy if you deleted users that were linked from
various existing tickets, and resolved tickets are saved... 

Though I have seen scripts designed to delete deleted tickets, and the
associated users who don't appear anywhere. But I suspect you want to
keep the resolved tickets.

seph


From Samuel.Senoner at eurac.edu  Wed May 19 08:49:46 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Wed, 19 May 2004 14:49:46 +0200
Subject: [rt-users] Re: Autocreated Users (Management of)
Message-ID: <8ABC35686C73554691F3481C4023BE5E018972E4@abz01be.eurac.edu>

You can set up RT doesn't autocreate users, you could set it up that RT only accepts tickets from users you created.
But in this case the mail with their ticket request is rejected.

SAmuel

 

> I noticed that when somebody sends e-mail to our RT queue, a user is 
> autocreated by RT for this person's e-mail address.  First of all, can 
> I configure RT to *not* autocreate users?

no. In RT, everything is a user, it's how it does things.






From Samuel.Senoner at eurac.edu  Wed May 19 09:01:41 2004
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Wed, 19 May 2004 15:01:41 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
Message-ID: <8ABC35686C73554691F3481C4023BE5E018972E9@abz01be.eurac.edu>

I looked at cvs and it seems that SelectOwner in /html/elements have not been changed for 3.0.11rc3...
The last change before the tagging to rc3 was in november 2003.

Thanks for your explanations

Samuel 

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday,19 May,2004 08:58
To: Dirk Pape
Cc: rt-users
Subject: Re: [rt-users] Bug (Showstopper?) in 3.0.11rc2?




On Wed, May 19, 2004 at 08:54:29AM +0200, Dirk Pape wrote:
> I found, that (since 3.0.11rc1) in the select box 
> (Elements/SelectOwner) which is shown on Ticket/Update and other 
> places to adjust the owner of a Ticket, only "Nobody" and "root" are shown.
> 
> Before this we could see all Users which have OwnTicket rights on that 
> ticket or on the queue the ticket is in.
> 
> Is this obseved on aother places or is this specific to our installation?

There was a change to SelectOwner that _should_ have improved performance by doing the right SQL query there, rather than the horrible misquery that we were doing with recent searchbuilder revs.  Just to be sure, what searchbuilder rev are you running?

Jesse
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 




From Enda_McGahern at gmaccm.com  Wed May 19 09:34:24 2004
From: Enda_McGahern at gmaccm.com (Enda McGahern - Ireland)
Date: Wed, 19 May 2004 14:34:24 +0100
Subject: [rt-users] httpd stops
Message-ID: <930AAD3CF8379145B3E0D6DCB3041E1E707F08@gcedube2kmbx01.gmaccm.eu>

Hi,
Has anyone had any problems running RT 3.0 with Apache 2 Mod_perl2. We
have run it for several months no problems but the httpd is stopping and
the httpd.pid has to be manually deleted.  
 
The error_log is giving an output like
[Fri May 14 22:33:05 2004] [error] [client 172.17.8.55] failed to get
bucket brigade: 70014:End of file found, referer: 

Anyone come across this type of error before.

Regards 

Enda

 

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From cubic at acronis.ru  Wed May 19 09:53:08 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 19 May 2004 17:53:08 +0400
Subject: [rt-users] httpd stops
In-Reply-To: <930AAD3CF8379145B3E0D6DCB3041E1E707F08@gcedube2kmbx01.gmaccm.eu>
References: <930AAD3CF8379145B3E0D6DCB3041E1E707F08@gcedube2kmbx01.gmaccm.eu>
Message-ID: <40AB66C4.8060305@acronis.ru>

Enda McGahern - Ireland wrote:
> Hi,
> Has anyone had any problems running RT 3.0 with Apache 2 Mod_perl2. We 
There is no MP2 in the whole world. There is only 1.9xxx which is beta.
What exactly beta version do you use?
I think it is 1.99-12-xxx and is old-old one.

http://www.mail-archive.com/modperl at perl.apache.org/msg03321.html
Guys do ever try to search with google on errors.
http://www.google.com/search?q=%22failed+to+get+bucket+brigade%22
First link. Just choose error part which is constant and google it with 
qoutes around.

			Good luck. Ruslan.

> have run it for several months no problems but the httpd is stopping and 
> the httpd.pid has to be manually deleted.
>  
> The error_log is giving an output like
> 
> [Fri May 14 22:33:05 2004] [error] [client 172.17.8.55] failed to get 
> bucket brigade: 70014:End of file found, referer:
> 
> Anyone come across this type of error before.
> 
> /Regards**/
> 
> /Enda/
> 
> // 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From pjsm at fct.unl.pt  Wed May 19 10:35:15 2004
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Wed, 19 May 2004 15:35:15 +0100 (WEST)
Subject: [rt-users] Announcement: rt-3.0.10 RPMS are out
Message-ID: 


Current version-release: 3.0.10-2

Summary: This aims to be the solution to an easy rt install for 
RHEL3/WBEL3 (should also work on Fedora Core 1, but not yet quite well 
tested). It contains a bundle of packages for rt and its dependencies.

Download: http://campus.fct.unl.pt/paulomatos/rt/repository 

More info: http://wiki.bestpractical.com/index.cgi?RPMInstall

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Servi?o de Inform?tica           |
|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
 ----------------------------------- ----------------------------------


From checkpoint at ozbergs.com  Wed May 19 13:17:04 2004
From: checkpoint at ozbergs.com (Stevo)
Date: Wed, 19 May 2004 10:17:04 -0700
Subject: [rt-users] System Error!
Message-ID: <071601c43dc5$1b32c420$0a02010a@renditionnetworks.com>

Help!!  I'm getting this error message when I try to look at a ticket!!
What does it all mean?!



System error

      error:  Can't locate object method "Columns" via package
"RT::Attachments" at
/usr/local/rt3/share/html/Ticket/Elements/FindAttachments line 14.

      context:  ...
            10:
            11:
            12:  my $attachments = RT::Attachments->new(
$session{'CurrentUser'} );
            13:
            14:  $attachments->Columns( qw( Id Filename ContentType Headers
Subject Parent ContentEncoding ContentType TransactionId Created));
            15:
            16:  if ( $Ticket->CurrentUserHasRight('ShowTicket') ) {
            17:  my $transactions = $attachments->NewAlias('Transactions');
            18:  $attachments->Join( ALIAS1 => 'main',
            ...

      code stack:
/usr/local/rt3/share/html/Ticket/Elements/FindAttachments:14
      /usr/local/rt3/share/html/Ticket/Display.html:119
      /usr/local/rt3/share/html/autohandler:196



From jesse at bestpractical.com  Wed May 19 13:17:48 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 May 2004 13:17:48 -0400
Subject: [rt-users] System Error!
In-Reply-To: <071601c43dc5$1b32c420$0a02010a@renditionnetworks.com>
References: <071601c43dc5$1b32c420$0a02010a@renditionnetworks.com>
Message-ID: <20040519171748.GD24731@pallas.eruditorum.org>




On Wed, May 19, 2004 at 10:17:04AM -0700, Stevo wrote:
> Help!!  I'm getting this error message when I try to look at a ticket!!
> What does it all mean?!
 
It means you didn't follow the instructions and install a recent enough
DBIx::SearchBuilder.


From pape-rt at inf.fu-berlin.de  Wed May 19 13:55:13 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 19 May 2004 19:55:13 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <20040519170708.GZ24731@pallas.eruditorum.org>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	
	<20040519074927.GY24731@pallas.eruditorum.org>
	<4F5941EDFAB64A01F8C7F7AC@eremix>
	<20040519170708.GZ24731@pallas.eruditorum.org>
Message-ID: <697D7590BDD179C378A87EE7@[192.168.1.7]>

Hello Jesse,

--Am Mittwoch, 19. Mai 2004 13:07 Uhr -0400 schrieb Jesse Vincent 
:

> Grab
> http://search.cpan.org/CPAN/authors/id/J/JE/JESSE/DBIx-SearchBuilder-1.00
> _01.tar.gz
>
> and hand-install it.

the bug is still there with DBIx-SearchBuilder-1.00_01.tar.gz

Does anybody else see this??

Dirk.


From jesse at bestpractical.com  Wed May 19 13:59:57 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 May 2004 13:59:57 -0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <697D7590BDD179C378A87EE7@[192.168.1.7]>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	
	<20040519074927.GY24731@pallas.eruditorum.org>
	<4F5941EDFAB64A01F8C7F7AC@eremix>
	<20040519170708.GZ24731@pallas.eruditorum.org>
	<697D7590BDD179C378A87EE7@[192.168.1.7]>
Message-ID: <20040519175957.GE24731@pallas.eruditorum.org>


Dirk,

	Is this issue visible for you with a "vanilla" copy of RT
3.0.11rc3 or only one with your mods?

	Jesse



From pape-rt at inf.fu-berlin.de  Wed May 19 14:51:36 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 19 May 2004 20:51:36 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <20040519175957.GE24731@pallas.eruditorum.org>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	
	<20040519074927.GY24731@pallas.eruditorum.org>
	<4F5941EDFAB64A01F8C7F7AC@eremix>
	<20040519170708.GZ24731@pallas.eruditorum.org>
	<697D7590BDD179C378A87EE7@[192.168.1.7]>
	<20040519175957.GE24731@pallas.eruditorum.org>
Message-ID: <478B6AF5929D84EC4FFB0B9E@[192.168.1.7]>

Hello Jesse,

--Am Mittwoch, 19. Mai 2004 13:59 Uhr -0400 schrieb Jesse Vincent 
:

> 	Is this issue visible for you with a "vanilla" copy of RT
> 3.0.11rc3 or only one with your mods?

I will try in the next days with a vanilla copy. I cannot swear, that this 
bug appeared first in 3.0.11rc2 or if it was already present in 3.0.10.

It would be nice if there were some more people saying me: "yes, they can 
see the bug, too" or "no, all is alright".

I recently changed from a mod_perl setup to fast_cgi. Perhaps that is 
something to be rewinded?

Dirk.


From pape-rt at inf.fu-berlin.de  Wed May 19 15:38:35 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 19 May 2004 21:38:35 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <478B6AF5929D84EC4FFB0B9E@[192.168.1.7]>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	
	<20040519074927.GY24731@pallas.eruditorum.org>
	<4F5941EDFAB64A01F8C7F7AC@eremix>
	<20040519170708.GZ24731@pallas.eruditorum.org>
	<697D7590BDD179C378A87EE7@[192.168.1.7]>
	<20040519175957.GE24731@pallas.eruditorum.org>
	<478B6AF5929D84EC4FFB0B9E@[192.168.1.7]>
Message-ID: 

Hello Jesse,

--Am Mittwoch, 19. Mai 2004 20:51 Uhr +0200 schrieb Dirk Pape 
:

> I recently changed from a mod_perl setup to fast_cgi. Perhaps that is
> something to be rewinded?

switching back to mod_perl did not help here.

Dirk.


From seans.lists at verizon.net  Wed May 19 17:41:08 2004
From: seans.lists at verizon.net (Sean McKay)
Date: Wed, 19 May 2004 14:41:08 -0700
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <10E6C696E40B654AB7B5A934DB181F9A03A89C8E@foxmail.campus.georgefox.edu>
Message-ID: <20040519214109.LLP9273.out002.verizon.net@smckay>

Hi All,

I need to have RT de-HTML messages when it injects them into my General
queue. Right now, it receives HTML email, creates the request and puts the
message in an attachment that we can download. When I click on the
attachment I get a text display of the HTML content of the email...

Thanks in advance,
Sean



From seans.lists at verizon.net  Wed May 19 18:03:45 2004
From: seans.lists at verizon.net (Sean McKay)
Date: Wed, 19 May 2004 15:03:45 -0700
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <10E6C696E40B654AB7B5A934DB181F9A03A89CAD@foxmail.campus.georgefox.edu>
Message-ID: <20040519220346.LYRV1551.out004.verizon.net@smckay>

BTW, I have found the "Set($TrustHTMLAttachments , undef);" configuration
option in RT_Config.pm and RT_SiteConfig.pm and have changed the "undef" to
a 1 and to 'true' to no avail...



From lcs at MIT.EDU  Thu May 20 02:05:41 2004
From: lcs at MIT.EDU (Larry Stone)
Date: Thu, 20 May 2004 2:05:41 EDT
Subject: [rt-users] Re: SelfService Login Not Working
In-Reply-To: Your message of Tue, 18 May 2004 12:47:50 +0400
Message-ID: 

> I don't recall that someone post extension which generate password for
> new account and send it to user.
> There is incomplete password reminder in RT which should regenerate
> password and send it to user.

I wrote scrips to do this for one of my instances; this is a scrip
that runs OnCreate with the following action, to set a random password
for newly-created users and email it to them: (runs on 3.0.10, I did have
to patch an earlier 3.0.x to make it work and got the patch adopted)

{
  my ($user) = $self->TransactionObj->CreatorObj;
  if (($user->id != $RT::Nobody->id) && (!$user->Privileged) &&
      $user->__Value('Password') eq '*NO-PASSWORD*' && $user->Name =~ /\@/) {
    my ($stat, $pass) = $self->TransactionObj->CreatorObj->SetRandomPassword();
    if ($stat) {
      unless ($self->TemplateObj) {
        $RT::Logger->crit( "$user tried to send ". $user->Name .
        " a password reminder, but doesn't have a template!");
        die "failed to find template";
      }
      my $email = RT::Action::SendEmail->new(ScripObj => $self->ScripObj,
            TemplateObj => $self->TemplateObj, TicketObj => $self->TicketObj,
            TransactionObj => $self->TransactionObj, Argument => $pass);
      @{ $email->{'To'} } = ( $user->EmailAddress );
      my ($ret) = $email->Prepare() && $email->Commit();
      $RT::Logger->crit("Set Password scrip: $user: SendEmail failed sending ".
         $user->Name . " the password setting reminder.") unless ($ret);
    } else {
      $RT::Logger->crit("Set Password Scrip: Failed to set password for: \"".
        $user->Name."\", pass=".$pass);
    }
  }
  1;
}

The relevant part of the template is:

    To login, enter the username "{$Transaction->CreatorObj->Name()}"
    and the password "{$Argument}". You may change your password once in the
    system.

I set up a separate queue for the purpose of resetting passwords automatically.
Any message sent to that queue invokes a scrip that resets the password
and sends mail back to the user with the new one; the guts of the scrip:

{
  my ($user) = $self->TransactionObj->CreatorObj;
  if (($user->id != $RT::Nobody->id) && (!$user->Privileged) &&
      $user->Name =~ /\@/) {
    my ($stat, $pass) = $self->TransactionObj->CreatorObj->SetRandomPassword();
    if ($stat) {
      unless ($self->TemplateObj) {
        $RT::Logger->crit( "$user tried to send ". $user->Name .
        " a password reminder, but doesn't have a template!");
        die "failed to find template";
      }
      my $email = RT::Action::SendEmail->new(ScripObj => $self->ScripObj,
            TemplateObj => $self->TemplateObj, TicketObj => $self->TicketObj,
            TransactionObj => $self->TransactionObj, Argument => $pass);
      @{ $email->{'To'} } = ( $user->EmailAddress );
      my ($ret) = $email->Prepare() && $email->Commit();
      $RT::Logger->crit("Set Password scrip: $user: SendEmail failed sending ".
         $user->Name . " the password setting reminder.") unless ($ret);
    } else {
      $RT::Logger->crit("Set Password Scrip: Failed to set password for: \"".
        $user->Name."\", pass=".$pass);
    }
  }
  1;
}

hope this helps,

    -- Larry



From cubic at acronis.ru  Thu May 20 02:46:41 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 20 May 2004 10:46:41 +0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <697D7590BDD179C378A87EE7@[192.168.1.7]>
References: <34F8384E43FAE5C375F7A9B0@eremix>	<20040519065803.GW24731@pallas.eruditorum.org>		<20040519074927.GY24731@pallas.eruditorum.org>	<4F5941EDFAB64A01F8C7F7AC@eremix>	<20040519170708.GZ24731@pallas.eruditorum.org>
	<697D7590BDD179C378A87EE7@[192.168.1.7]>
Message-ID: <40AC5451.2030104@acronis.ru>

Dirk, I've rechecked with own setup
1) with old DB
2) with fresh DB
3) with fresh install
4) with local overlays.
All fine I don't see glitch.

Dirk, I think you should create new fresh install without any extensions 
and try it.

Also send us SQL query which is generated.

			Best regards. Ruslan.

Dirk Pape wrote:
> Hello Jesse,
> 
> --Am Mittwoch, 19. Mai 2004 13:07 Uhr -0400 schrieb Jesse Vincent 
> :
> 
>> Grab
>> http://search.cpan.org/CPAN/authors/id/J/JE/JESSE/DBIx-SearchBuilder-1.00
>> _01.tar.gz
>>
>> and hand-install it.
> 
> 
> the bug is still there with DBIx-SearchBuilder-1.00_01.tar.gz
> 
> Does anybody else see this??
> 
> Dirk.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.


From cubic at acronis.ru  Thu May 20 02:52:28 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 20 May 2004 10:52:28 +0400
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <20040519220346.LYRV1551.out004.verizon.net@smckay>
References: <20040519220346.LYRV1551.out004.verizon.net@smckay>
Message-ID: <40AC55AC.9000305@acronis.ru>

This option is for download link, if option is true then you get html 
page with attachment download link, without it you get plain text.

Scrubbing before/after inserting in RT and other methods was discussed 
here, search for info.

Sean McKay wrote:
> BTW, I have found the "Set($TrustHTMLAttachments , undef);" configuration
> option in RT_Config.pm and RT_SiteConfig.pm and have changed the "undef" to
> a 1 and to 'true' to no avail...
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 


From jesse at bestpractical.com  Thu May 20 02:55:42 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 20 May 2004 02:55:42 -0400
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <40AC55AC.9000305@acronis.ru>
References: <20040519220346.LYRV1551.out004.verizon.net@smckay>
	<40AC55AC.9000305@acronis.ru>
Message-ID: <20040520065542.GI31726@pallas.eruditorum.org>




On Thu, May 20, 2004 at 10:52:28AM +0400, Ruslan U. Zakirov wrote:
> This option is for download link, if option is true then you get html 
> page with attachment download link, without it you get plain text.
> 
> Scrubbing before/after inserting in RT and other methods was discussed 
> here, search for info.

(RT 3.1 will scrub and display html inline.)


From cubic at acronis.ru  Thu May 20 03:07:20 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 20 May 2004 11:07:20 +0400
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <20040520065542.GI31726@pallas.eruditorum.org>
References: <20040519220346.LYRV1551.out004.verizon.net@smckay>
	<40AC55AC.9000305@acronis.ru>
	<20040520065542.GI31726@pallas.eruditorum.org>
Message-ID: <40AC5928.9090502@acronis.ru>

I see your patch, it doesn't all what you wanted this to do.
It's save place for JavaScript, ActiveX calls injection.
+$scrubber->default( 0,
+    { '*' => 0, id => 1, class => 1, href => 1, face => 1, size => 1, 
target => 1 } );
+
+$scrubber->deny(qw[*]);
+$scrubber->allow( qw[A B U P BR I HR BR SMALL EM FONT SPAN DIV UL OL LI 
DL DT DD] );

href can contain JS and other weird data.

			Best regards. Ruslan.

Jesse Vincent wrote:

> 
> 
> On Thu, May 20, 2004 at 10:52:28AM +0400, Ruslan U. Zakirov wrote:
> 
>>This option is for download link, if option is true then you get html 
>>page with attachment download link, without it you get plain text.
>>
>>Scrubbing before/after inserting in RT and other methods was discussed 
>>here, search for info.
> 
> 
> (RT 3.1 will scrub and display html inline.)


From pape-rt at inf.fu-berlin.de  Thu May 20 03:46:08 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 20 May 2004 09:46:08 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <40AC5451.2030104@acronis.ru>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	
	<20040519074927.GY24731@pallas.eruditorum.org>
	<4F5941EDFAB64A01F8C7F7AC@eremix>
	<20040519170708.GZ24731@pallas.eruditorum.org>
	<697D7590BDD179C378A87EE7@[192.168.1.7]> <40AC5451.2030104@acronis.ru>
Message-ID: <91D58F6FE0037B5E3194EFB8@[192.168.1.7]>

Hello Ruslan,

--Am Donnerstag, 20. Mai 2004 10:46 Uhr +0400 schrieb "Ruslan U. Zakirov" 
:

> Dirk, I've rechecked with own setup
> 1) with old DB
> 2) with fresh DB
> 3) with fresh install
> 4) with local overlays.
> All fine I don't see glitch.
>
> Dirk, I think you should create new fresh install without any extensions
> and try it.

Thanks, I will do so.

> Also send us SQL query which is generated.

Hmh, so I eventually will have to learn how to do this by reading all the 
mails about debugging SearchBuilder and monitoring mysql.

One never stops learning.

Dirk.


From cubic at acronis.ru  Thu May 20 04:13:10 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 20 May 2004 12:13:10 +0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <91D58F6FE0037B5E3194EFB8@[192.168.1.7]>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	
	<20040519074927.GY24731@pallas.eruditorum.org>
	<4F5941EDFAB64A01F8C7F7AC@eremix>
	<20040519170708.GZ24731@pallas.eruditorum.org>
	<697D7590BDD179C378A87EE7@[192.168.1.7]>
	<40AC5451.2030104@acronis.ru>
	<91D58F6FE0037B5E3194EFB8@[192.168.1.7]>
Message-ID: <40AC6896.9070304@acronis.ru>

Dirk Pape wrote:
> Hello Ruslan,
> 
> --Am Donnerstag, 20. Mai 2004 10:46 Uhr +0400 schrieb "Ruslan U. 
> Zakirov" :
> 
>> Dirk, I've rechecked with own setup
>> 1) with old DB
>> 2) with fresh DB
>> 3) with fresh install
>> 4) with local overlays.
>> All fine I don't see glitch.
>>
>> Dirk, I think you should create new fresh install without any extensions
>> and try it.
> 
> 
> Thanks, I will do so.
> 
>> Also send us SQL query which is generated.
> 
> 
> Hmh, so I eventually will have to learn how to do this by reading all 
> the mails about debugging SearchBuilder and monitoring mysql.

You can skip SB debug.
Just add
log=/var/log/mysql_full.log
to [mysqld] section into my.cnf in /etc.
then do one page refresh and look into log.

> 
> One never stops learning.
> 
> Dirk.


From Hilde.Lauvset at cc.uit.no  Thu May 20 05:39:10 2004
From: Hilde.Lauvset at cc.uit.no (Hilde Therese Lauvset)
Date: Thu, 20 May 2004 11:39:10 +0200
Subject: [rt-users] Timezone problem
Message-ID: 

Hi,

 

Our LastUpdated field in RT shows UTC time but we want CEST time. I have
reconfigured RT_Siteconfig.pm to Timezone CEST and restarted the apache
server. But the time is still wrong (after I created a new ticket).

 

I hope anyone can tell me how to fix this problem.

 

 

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

Hilde

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From myqu at hotmail.com  Thu May 20 05:40:14 2004
From: myqu at hotmail.com (Ada Hui)
Date: Thu, 20 May 2004 09:40:14 +0000
Subject: [rt-users] Question about not able to send to owner or the one
	logged-in
Message-ID: 

Dear all,

I have a machine with RT2 and another one with RT3. They have the same mail 
loop setting in the site config as follows:

$LoopsToRTOwner = 1;
$StoreLoops = undef;

However, it's not possible (in the RT2) to send mail to myself from RT if I 
am the owner or I am the one logged in. But same setting in RT3 is OK. Is 
there some where else that I need to check to have this working also in RT2? 
My users like to forward the request to Outlook to handle and just use RT to 
record after finish. Can anyone give me some idea on what is going on? I 
don't think mail loop would be a problem in my site.

RT2 version 2.0.15
RT3 version 3.0.10

Thanks for your help in advance.

Best Regards,
Ada

_________________________________________________________________
Linguaphone :  Learning English? Get Japanese lessons for FREE 
http://go.msnserver.com/HK/46165.asp



From detertj at msoe.edu  Thu May 20 10:24:42 2004
From: detertj at msoe.edu (Jonathan C. Detert)
Date: Thu, 20 May 2004 09:24:42 -0500
Subject: [rt-users] search customization question for rtfm
Message-ID: <20040520142442.GF16119@msoe.edu>

As you know, the search field and button in the upper-right of rtfm
has the default behavior and sense of searching the 'summary' of the rtfm
articles.  I'm wondering if I can change that default behavior/sense
to search the 'keywords' of an article instead of the 'summary'.  Anyone
know how to accomplish that?

AtDhVaAnNkCsE
-- 
Happy Landings,

Jon Detert
IT Systems Administrator, Milwaukee School of Engineering
1025 N. Broadway, Milwaukee, Wisconsin 53202


From Stefan.Wachter at gmx.de  Thu May 20 10:47:44 2004
From: Stefan.Wachter at gmx.de (Stefan Wachter)
Date: Thu, 20 May 2004 16:47:44 +0200
Subject: [rt-users] bug in searching custom fields with multiple values?
Message-ID: <40ACC510.9070906@gmx.de>

Hi all!

I have a queue specific custom field that may contain multiple values. 
If I have a ticket which has set multiple values for that custom field 
then I do not find the ticket when I specify a search criteria that 
contains multiple values for that custom field. Eg:

The custom field may contain the values "parser" and "DTD". My ticket 
has set both values. The search criteria is:

Queue = vdp
CF.vdp.{category} LIKE %DTD%
CF.vdp.{category} LIKE %parser%

If I drop the second or the last criteria then the ticket is found. Yet, 
the ticket is not found if I look for "DTD" and "parser".

Is this a bug?

Regards,
--Stefan


From seans.lists at verizon.net  Thu May 20 10:30:58 2004
From: seans.lists at verizon.net (Sean McKay)
Date: Thu, 20 May 2004 07:30:58 -0700
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <10E6C696E40B654AB7B5A934DB181F9A03A89CCB@foxmail.campus.georgefox.edu>
Message-ID: <20040520143059.YKSA3317.out006.verizon.net@smckay>

Jesse/Ruslan,

We're messing with trying to just delete any HTML tags -- we don't care if
we catch an occasional greater than or less than sign. On of our programmers
came up with:

The regular expression: 

			s/<.*?>//g; 

And I've put the following into the mailgate.in Perl script after reading
the message in from STDIN:


# Read the message in from STDIN
$args{'message'} = <>;

############################## Change by Sean
$args{'message'} = s/<.*?>//g;
############################## End change by Sean

if ($opts{'extension'}) {
        $args{$opts{'extension'}} = $ENV{'EXTENSION'};
}

The only problem is that this results in an empty ticket created by
RT_System. Any tips on where this should go? Basically the goal is to
eliminate any html tag...

Thanks,
Sean 

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday, May 19, 2004 11:56 PM
To: Ruslan U. Zakirov
Cc: Sean McKay; rt-users at lists.fsck.com
Subject: Re: [rt-users] De-HTML incoming mail requests




On Thu, May 20, 2004 at 10:52:28AM +0400, Ruslan U. Zakirov wrote:
> This option is for download link, if option is true then you get html 
> page with attachment download link, without it you get plain text.
> 
> Scrubbing before/after inserting in RT and other methods was discussed 
> here, search for info.

(RT 3.1 will scrub and display html inline.)



From say_ten at multiplay.co.uk  Thu May 20 10:40:31 2004
From: say_ten at multiplay.co.uk (Matthew Cheale)
Date: Thu, 20 May 2004 15:40:31 +0100
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <20040520143059.YKSA3317.out006.verizon.net@smckay>
References: <20040520143059.YKSA3317.out006.verizon.net@smckay>
Message-ID: <40ACC35F.7050303@multiplay.co.uk>

Try: s/<[^>]*>//g

Sean McKay wrote:

> Jesse/Ruslan,
> 
> We're messing with trying to just delete any HTML tags -- we don't care if
> we catch an occasional greater than or less than sign. On of our programmers
> came up with:
> 
> The regular expression: 
> 
> 			s/<.*?>//g; 
> 
> And I've put the following into the mailgate.in Perl script after reading
> the message in from STDIN:
> 
> 
> # Read the message in from STDIN
> $args{'message'} = <>;
> 
> ############################## Change by Sean
> $args{'message'} = s/<.*?>//g;
> ############################## End change by Sean
> 
> if ($opts{'extension'}) {
>         $args{$opts{'extension'}} = $ENV{'EXTENSION'};
> }
> 
> The only problem is that this results in an empty ticket created by
> RT_System. Any tips on where this should go? Basically the goal is to
> eliminate any html tag...
> 
> Thanks,
> Sean 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: Wednesday, May 19, 2004 11:56 PM
> To: Ruslan U. Zakirov
> Cc: Sean McKay; rt-users at lists.fsck.com
> Subject: Re: [rt-users] De-HTML incoming mail requests
> 
> 
> 
> 
> On Thu, May 20, 2004 at 10:52:28AM +0400, Ruslan U. Zakirov wrote:
> 
>>This option is for download link, if option is true then you get html 
>>page with attachment download link, without it you get plain text.
>>
>>Scrubbing before/after inserting in RT and other methods was discussed 
>>here, search for info.
> 
> 
> (RT 3.1 will scrub and display html inline.)
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 

-- 
With regards,

Say_Ten


================================================
This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. 

In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137
or return the E.mail to postmaster at multiplay.co.uk.



From jesse at bestpractical.com  Thu May 20 11:53:01 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 20 May 2004 11:53:01 -0400
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <40AC5928.9090502@acronis.ru>
References: <20040519220346.LYRV1551.out004.verizon.net@smckay>
	<40AC55AC.9000305@acronis.ru>
	<20040520065542.GI31726@pallas.eruditorum.org>
	<40AC5928.9090502@acronis.ru>
Message-ID: <20040520155301.GN31726@pallas.eruditorum.org>




On Thu, May 20, 2004 at 11:07:20AM +0400, Ruslan U. Zakirov wrote:
> I see your patch, it doesn't all what you wanted this to do.
> It's save place for JavaScript, ActiveX calls injection.
> +$scrubber->default( 0,
> +    { '*' => 0, id => 1, class => 1, href => 1, face => 1, size => 1, 
> target => 1 } );
> +
> +$scrubber->deny(qw[*]);
> +$scrubber->allow( qw[A B U P BR I HR BR SMALL EM FONT SPAN DIV UL OL LI 
> DL DT DD] );
> 
> href can contain JS and other weird data.

Indeed. From the docs, it looks like we could restrict to "safe" URI
types: http, https, ftp, gopher. Anything else?



            'href'        => qr{^(?!(?:java)?script)}i,
	                'src'         => qr{^(?!(?:java)?script)}i,


> 			Best regards. Ruslan.
> 
> Jesse Vincent wrote:
> 
> >
> >
> >On Thu, May 20, 2004 at 10:52:28AM +0400, Ruslan U. Zakirov wrote:
> >
> >>This option is for download link, if option is true then you get html 
> >>page with attachment download link, without it you get plain text.
> >>
> >>Scrubbing before/after inserting in RT and other methods was discussed 
> >>here, search for info.
> >
> >
> >(RT 3.1 will scrub and display html inline.)

-- 


From sturner at MIT.EDU  Thu May 20 13:42:44 2004
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 20 May 2004 13:42:44 -0400
Subject: [rt-users] Re: RT
In-Reply-To: <001901c43da9$6f3fb530$3a0a0a0a@pc10058>
Message-ID: <5.2.1.1.2.20040520132613.02511168@po14.mit.edu>

Maur?cio,

Most of what you need is in Dirk's documentation, but briefly:

- I followed Dirk's installation instructions

- I created a template CustomFieldExtractor with this line:

Topic|X-QCF-Topic|.*||q|

My custom field is called "Topic".

- Then I created a scrip called ExtractCustomFields:

On Create Extract Custom Field Values with template CustomFieldExtractor

- Email sent to the queue must include a header line like:

X-QCF-Topic: 

where  is one of the valid values for the Topic Custom Field.

Good Luck,
Steve



At Wednesday 5/19/2004 09:58 AM, Maur?cio Leite Ferreira da Silva wrote:
>Hi Stephen,
>I'm trying to work with RT in my Organization, and I'm having the same
>problem that many users have, on the ticket creation by e-mail, I need to
>populate Custom Fields, and when I saw your message, I thought you could
>help me.
>About the message :
>==================================================
>Matt,
>
>Sounds like you need Dirk Pappe's Extract Custom Fields contrib
>(see http://wiki.bestpractical.com/index.cgi?ContributedScrips). Your
>web form would generate the appropriate email message to RT.
>
>It's working well for me.
>
>Steve
>===================================================
>
>1 -Could you give an example of how pass Custom Fields into RT as part of
>the Body of the Message  ?
>2- And how  use ExtractCustomFields to populate Custom Fields ?
>
>
>I appreciate your attention.
>
>Maur?cio
>System Analist
>EMBRAPA - Brasilia - Brazil
>
>------------------------------------------------
>Maur?cio Leite Ferreira da Silva
>Analista de Sistemas
>Embrapa - DTI - Desenvolvimento de Sistemas
>Tel.:(61) 448-4042
>mauricio.leite at embrapa.br
>------------------------------------------------



From cubic at acronis.ru  Thu May 20 14:15:34 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 20 May 2004 22:15:34 +0400
Subject: [rt-users] [ANNOUNCE] RTx-Shredder-0.00_02 released
Message-ID: <40ACF5C6.4070008@acronis.ru>

		Hello, folks.

I'm happy to introduce RTx-Shredder distribution which allow clean up 
your HUGE RT databases that was attacked by evil spammers.
if you want to delete something from your RT DB then it's for you.

You can get it here:
http://search.cpan.org/CPAN/authors/id/R/RU/RUZ/RTx-Shredder-0.00_02.tar.gz
Don't use 0.00_01 version.

As you can see it's not even beta, because it isn't widely tested and 
doesn't support all features that it should.

Current version has small script `rtx-shredder`. It wipes out deleted 
tickets which was updated before specified date. I think it's most 
useful/required wipe out action. More actions are planned.

Limitations:
1) You should apply patch to RT. It's small patch which allow search on 
deleted tickets.
2) Install process should go under priveleged users.
3) Approvals are unsupported. I still don't use them so comments and 
patches are wellcome. More, I just don't know should I delete any when 
clean some ticket.
4) Until 0.02 I don't plan to look into 3.2.x support.

!!!Ahtung!!! Don't use on production until you tested it with RT 
snapshot. I also didn't try it on production only with its snapshot. I 
expect some glitches there.

I hope long list of limitations can't stop you to try on snapshot and 
give me some feedback, code overview, patches.


			Best regards. Ruslan.


From cubic at acronis.ru  Thu May 20 14:18:49 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 20 May 2004 22:18:49 +0400
Subject: [rt-users] bug in searching custom fields with multiple values?
In-Reply-To: <40ACC510.9070906@gmx.de>
References: <40ACC510.9070906@gmx.de>
Message-ID: <40ACF689.5030507@acronis.ru>

Stefan Wachter wrote:
> Hi all!
> 
> I have a queue specific custom field that may contain multiple values. 
> If I have a ticket which has set multiple values for that custom field 
> then I do not find the ticket when I specify a search criteria that 
> contains multiple values for that custom field. Eg:
> 
> The custom field may contain the values "parser" and "DTD". My ticket 
> has set both values. The search criteria is:
> 
> Queue = vdp
> CF.vdp.{category} LIKE %DTD%
> CF.vdp.{category} LIKE %parser%
> 
> If I drop the second or the last criteria then the ticket is found. Yet, 
> the ticket is not found if I look for "DTD" and "parser".
> 
> Is this a bug?
I confirm, fail with 3.0.HEAD.
I want fix it we should deside what results do we want with search on 
multiple valued custom fields:
1) ticket has custom field A defined and value is 1 or 2
2) ticket has custom field A defined and value is 1 and 2

Now, both doesn't work. search is broken.
I expect right fix would be second case, because usual user want 
decrease number of tickets when add new search condition.

My SB 0.99, but as I see from changes to 1.00_01 it doesn't matter.

> 
> Regards,
> --Stefan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.


From say_ten at multiplay.co.uk  Thu May 20 16:39:04 2004
From: say_ten at multiplay.co.uk (Matthew Cheale)
Date: Thu, 20 May 2004 21:39:04 +0100
Subject: [rt-users] Ticket Update while Composing Reply
Message-ID: <40AD1768.7060908@multiplay.co.uk>

Had an incidence where we missed an important reply because we were composing 
the resolve when another e-mail came from the client.  Would be nice if you got 
a warning that the ticket had been updated while you were writing your response.

For a future release perhaps?

-- 
With regards,

Say_Ten


================================================
This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. 

In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137
or return the E.mail to postmaster at multiplay.co.uk.



From pfau at nbpfaus.net  Thu May 20 19:40:00 2004
From: pfau at nbpfaus.net (Thomas Pfau)
Date: Thu, 20 May 2004 19:40:00 -0400
Subject: [rt-users] Additional statuses possible?
Message-ID: <40AD41D0.2080105@nbpfaus.net>

I just installed RT 3.0.10 to use with a friend for a website we 
maintain.  It looks like it should help us coordinate reported problems 
a lot better and keep our inboxes cleaner.  We've been sending mail 
messages back and forth to annotate bugs.  Trying to find the mail 
message with the discussion of the issue currently being worked on had 
become impossible with an inbox overflowing with several messages for 
each issue (mostly new feature requests).

With that said, it has become apparent that a couple more statuses would 
be nice.  I haven't yet had the chance to look into the code to see what 
it would take but thought I'd ask here anyway.

I worked for a startup for a while that used a different issue tracking 
package.  I can't remember it's name but I remember it had a few 
additional statuses.  Right off the bat I can think of two that would be 
useful.

The first would come between 'new' and 'open'.  I would call this 
'assigned'.  This would state that a person has been assigned to the 
issue but work has not started on it yet.  I guess this can be deduced 
in the current system by looking at new tickets that had owners but a 
specific status might come in handy for searching and reporting.  
Another status in this general area would be 'acknowledged' which would 
indicate that someone has reviewed the issue reported and has determined 
that it is a real issue that needs someone's attention.

The other status would fall between 'open' and 'resolved'.  This status, 
possibly called 'completed', would indicate that work had been completed 
and was awaiting Q/A testing or signoff by the requestor.  This state 
tells the requestor that the person working the ticket thinks he has 
completed the task.  If the requestor agrees, he (or some other 
reviewer) can move the ticket to the next state.  Otherwise, he can log 
a reason why he thinks it needs more work and reopen the ticket.  This 
extra status would help us out quite a bit.  There is a third person 
working with us who would act as a Q/A person to make sure the issues 
were resolved before we marked the ticket as 'resolved' (at which point 
it sort of falls out of sight).  It would be great if he could just 
search for 'completed' tickets and run his tests to make sure they are 
resolved.

How hard would it be to add these statuses to the system?

-- 
tom_p
pfau at nbpfaus.net -- http://nbpfaus.net/~pfau/




From kfh at mqsoftware.com  Thu May 20 20:04:06 2004
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 20 May 2004 19:04:06 -0500
Subject: [rt-users] Additional statuses possible?
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C3A3@mailservermn.mqsoftware.com>

Attached is an email thread describing how to do this, and the
restrictions.

> -----Original Message-----
> From: Thomas Pfau [mailto:pfau at nbpfaus.net]
> Sent: Thursday, May 20, 2004 6:40 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Additional statuses possible?
> 
> I just installed RT 3.0.10 to use with a friend for a website we
> maintain.  It looks like it should help us coordinate reported
problems
> a lot better and keep our inboxes cleaner.  We've been sending mail
> messages back and forth to annotate bugs.  Trying to find the mail
> message with the discussion of the issue currently being worked on had
> become impossible with an inbox overflowing with several messages for
> each issue (mostly new feature requests).
> 
> With that said, it has become apparent that a couple more statuses
would
> be nice.  I haven't yet had the chance to look into the code to see
what
> it would take but thought I'd ask here anyway.
> 
> I worked for a startup for a while that used a different issue
tracking
> package.  I can't remember it's name but I remember it had a few
> additional statuses.  Right off the bat I can think of two that would
be
> useful.
> 
> The first would come between 'new' and 'open'.  I would call this
> 'assigned'.  This would state that a person has been assigned to the
> issue but work has not started on it yet.  I guess this can be deduced
> in the current system by looking at new tickets that had owners but a
> specific status might come in handy for searching and reporting.
> Another status in this general area would be 'acknowledged' which
would
> indicate that someone has reviewed the issue reported and has
determined
> that it is a real issue that needs someone's attention.
> 
> The other status would fall between 'open' and 'resolved'.  This
status,
> possibly called 'completed', would indicate that work had been
completed
> and was awaiting Q/A testing or signoff by the requestor.  This state
> tells the requestor that the person working the ticket thinks he has
> completed the task.  If the requestor agrees, he (or some other
> reviewer) can move the ticket to the next state.  Otherwise, he can
log
> a reason why he thinks it needs more work and reopen the ticket.  This
> extra status would help us out quite a bit.  There is a third person
> working with us who would act as a Q/A person to make sure the issues
> were resolved before we marked the ticket as 'resolved' (at which
point
> it sort of falls out of sight).  It would be great if he could just
> search for 'completed' tickets and run his tests to make sure they are
> resolved.
> 
> How hard would it be to add these statuses to the system?
> 
> --
> tom_p
> pfau at nbpfaus.net -- http://nbpfaus.net/~pfau/
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and
Frankfurt
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.
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Subject: Re: [Rt-users] Custom Statuses
Date: Thu, 15 Apr 2004 15:14:34 -0500
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From pfau at nbpfaus.net  Thu May 20 21:55:22 2004
From: pfau at nbpfaus.net (Thomas Pfau)
Date: Thu, 20 May 2004 21:55:22 -0400
Subject: [rt-users] Additional statuses possible?
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C3A3@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C3A3@mailservermn.mqsoftware.com>
Message-ID: <40AD618A.4070103@nbpfaus.net>

Kelly F. Hickel wrote:

>Attached is an email thread describing how to do this, and the
>restrictions.
>  
>
Thanks.  That works great.

-- 
tom_p
pfau at nbpfaus.net -- http://nbpfaus.net/~pfau/




From djohnson at mail.peakinet.net  Thu May 20 16:36:45 2004
From: djohnson at mail.peakinet.net (djohnson at mail.peakinet.net)
Date: Thu, 20 May 2004 16:36:45 -0400
Subject: [rt-users] Delegating Approval Authority
Message-ID: <170350-22004542020364553@M2W085.mail2web.com>

I have an approval mechanism set up and working nicely. Users are now
asking me how they can delegate their approval authority -- what's the best
way to do this? 

--
Don Johnson
drj826 at acm.org


--------------------------------------------------------------------
mail2web - Check your email from the web at
http://mail2web.com/ .




From s.jack at compserv.gla.ac.uk  Fri May 21 04:06:15 2004
From: s.jack at compserv.gla.ac.uk (Steven)
Date: Fri, 21 May 2004 09:06:15 +0100
Subject: [rt-users] Newbie mail advice
Message-ID: <007201c43f0a$7d107570$0f26d182@SJACK>

 

Hi I have setup RT and am at the point of configuring the mail for it using
fetchmail. 

I have created an account for user rt on the RT box and added a second
queue.

What mail accounts do I need on the central mail system? rt at gla and
queue2 at gla ?

I assume the account doesn't have to be called rt at gla

If there is a queue at gla mail address how dows fetchmail catch that?

 

TIA

Steven Jack

University of Glasgow

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From pape-rt at inf.fu-berlin.de  Fri May 21 05:35:46 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Fri, 21 May 2004 11:35:46 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <40AC6896.9070304@acronis.ru>
References: <34F8384E43FAE5C375F7A9B0@eremix>
	<20040519065803.GW24731@pallas.eruditorum.org>
	
	<20040519074927.GY24731@pallas.eruditorum.org>
	<4F5941EDFAB64A01F8C7F7AC@eremix>
	<20040519170708.GZ24731@pallas.eruditorum.org>
	<697D7590BDD179C378A87EE7@[192.168.1.7]> <40AC5451.2030104@acronis.ru>
	<91D58F6FE0037B5E3194EFB8@[192.168.1.7]> <40AC6896.9070304@acronis.ru>
Message-ID: <9CBB842BC80B1EFADF4A259C@[192.168.1.7]>

Hello Ruslan, hello Jesse,

--Am Donnerstag, 20. Mai 2004 12:13 Uhr +0400 schrieb "Ruslan U. Zakirov" 
:

> You can skip SB debug.
> Just add
> log=/var/log/mysql_full.log
> to [mysqld] section into my.cnf in /etc.
> then do one page refresh and look into log.

I could not do complete testing (because yesterday was "party" and today I 
am on vacation) but I have an "interim report":

I catched the sql query out of the log (reformatted and attached!), which 
if  executed manually does not reveil the expected users either.

I think I need to describe the ACL situation, which might be different to 
your scenarios:

1. Right "OwnTicket" is granted for global rule "AdminCC"
2. There exists an AdminCC group for Queue 9 which consists of six users
3. There does not exists an AdminCC group for Ticket 8317

The six users from (2.) are not found by the sql statement but only root, 
system and nobody.

I continue testing this evening (vanilla install a. s. o.)

Dirk.
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From pape-rt at inf.fu-berlin.de  Fri May 21 08:50:07 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Fri, 21 May 2004 14:50:07 +0200
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
Message-ID: 

Hello,

--Am Freitag, 21. Mai 2004 11:35 Uhr +0200 schrieb Dirk Pape 
:

> I catched the sql query out of the log (reformatted and attached!), which
> if  executed manually does not reveil the expected users either.

On the first view, I find the SQL-Statement to be buggy. It should at least 
be

      OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 9)
             OR (main.Domain = 'RT::Ticket-Role' AND main.Instance = 8317))
         AND main.Type = ACL_1.PrincipalType) )

instead of

      OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 9)
             OR (main.Domain = 'RT::Ticket-Role' AND main.Instance = 8317))
         AND main.Type = ACL_1.PrincipalType
         AND main.id = ACL_1.PrincipalId) )

to match a Queue-defined AdminCC group to the globally defined AdminCC 
rights, which is the sitiation missed in my case.

I do not know yet if the generated SQL statement is due to one of my 
extensions or due to vanilla rt 3.0.11 code, but I think the latter is the 
case, so this should be a real bug.

Ruslan, can you verify If you have granted "OwnTicket" right to AdminCC on 
queue or on global level, in the case where you found, that it turned out 
to be alright for you?

Dirk.


From andreas at travelstart.se  Fri May 21 08:59:54 2004
From: andreas at travelstart.se (Andreas Andersson)
Date: Fri, 21 May 2004 14:59:54 +0200
Subject: [rt-users] Sending via other mail server?
Message-ID: <40ADFD4A.9060705@travelstart.se>

Hi! I just installed rt 3.0.10 and now I need to send outgoing mail via 
another mail server (because of our firewall). Is that possible?

-- 
Andreas Andersson
IT Dept.
Travelstart Nordic
andreas at travelstart.se
http://www.travelstart.se


From feargal at thecia.ie  Fri May 21 09:20:25 2004
From: feargal at thecia.ie (Feargal Reilly)
Date: Fri, 21 May 2004 14:20:25 +0100
Subject: [rt-users] Sending via other mail server?
In-Reply-To: <40ADFD4A.9060705@travelstart.se>
References: <40ADFD4A.9060705@travelstart.se>
Message-ID: <20040521142025.24b65cba@beaker.chrysalink.net>

On Fri, 21 May 2004 14:59:54 +0200
Andreas Andersson  wrote:

> Hi! I just installed rt 3.0.10 and now I need to send outgoing
> mail via another mail server (because of our firewall). Is that
> possible?

If you're using sendmail, you can set it to relay outgoing mail
through "mail.server.example" by adding the following to your
.mc file (should be before any MAILER or LOCAL specifications):
define(`SMART_HOST',`mail.server.example')

or adding the following directly to your sendmail.cf in the
"local info" section:
DSmail.server.example

-fr.

-- 
Feargal Reilly, Systems Administrator, FBI.
PGP Key ID: 0x170F0B7E | Website: http://www.fbi.ie/
Address: 11 Sallymount Avenue, Ranelagh, Dublin 6, Ireland.
Tel: +353.14988588 | Mob: +353.878732249 | Fax: +353.14988589
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From sguillemette at metrocastcablevision.com  Fri May 21 09:25:33 2004
From: sguillemette at metrocastcablevision.com (Shawn Guillemette)
Date: Fri, 21 May 2004 09:25:33 -0400
Subject: [rt-users] Demo Site
Message-ID: <007801c43f37$1838e6f0$1406a8c0@shawng>

Is there a demo site of RT that I can look over? Id love to see what
this interface looks like before attempting an install. 
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From cubic at acronis.ru  Fri May 21 09:45:13 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 21 May 2004 17:45:13 +0400
Subject: [rt-users] Demo Site
In-Reply-To: <007801c43f37$1838e6f0$1406a8c0@shawng>
References: <007801c43f37$1838e6f0$1406a8c0@shawng>
Message-ID: <40AE07E9.7070008@acronis.ru>

rt3.fsck.com
guest/guest
It's upcoming 3.2 interface

Shawn Guillemette wrote:
> Is there a demo site of RT that I can look over? Id love to see what 
> this interface looks like before attempting an install.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From phillip at reportstar.net  Fri May 21 10:00:03 2004
From: phillip at reportstar.net (Khutjo Phillip Leremi)
Date: Fri, 21 May 2004 16:00:03 +0200
Subject: [rt-users] Demo Site
References: <007801c43f37$1838e6f0$1406a8c0@shawng>
Message-ID: <006201c43f3b$efb93810$6800a8c0@reportstar>

try http://rt3.fsck.com
  ----- Original Message ----- 
  From: Shawn Guillemette 
  To: rt-users at lists.bestpractical.com 
  Sent: Friday, May 21, 2004 3:25 PM
  Subject: [rt-users] Demo Site


  Is there a demo site of RT that I can look over? Id love to see what this interface looks like before attempting an install. 



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


  _______________________________________________
  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

  RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
  http://bestpractical.com/services/training.html

  Sign up early, as class space is limited. 


  ---
  Outgoing mail is certified Virus Free.
  Checked by AVG anti-virus system (http://www.grisoft.com).
  Version: 6.0.688 / Virus Database: 449 - Release Date: 2004/05/18
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From jesse at bestpractical.com  Fri May 21 11:07:50 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 21 May 2004 11:07:50 -0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: 
References: 
Message-ID: <20040521150750.GC31726@pallas.eruditorum.org>




On Fri, May 21, 2004 at 02:50:07PM +0200, Dirk Pape wrote:
> Hello,
> 
> --Am Freitag, 21. Mai 2004 11:35 Uhr +0200 schrieb Dirk Pape 
> :
> 
> >I catched the sql query out of the log (reformatted and attached!), which
> >if  executed manually does not reveil the expected users either.
> 
> On the first view, I find the SQL-Statement to be buggy. It should at least 
> be
> 
>      OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 9)
>             OR (main.Domain = 'RT::Ticket-Role' AND main.Instance = 8317))
>         AND main.Type = ACL_1.PrincipalType) )
> 
> instead of
> 
>      OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 9)
>             OR (main.Domain = 'RT::Ticket-Role' AND main.Instance = 8317))
>         AND main.Type = ACL_1.PrincipalType
>         AND main.id = ACL_1.PrincipalId) )
> 
> to match a Queue-defined AdminCC group to the globally defined AdminCC 
> rights, which is the sitiation missed in my case.
> 
> I do not know yet if the generated SQL statement is due to one of my 
> extensions or due to vanilla rt 3.0.11 code, but I think the latter is the 
> case, so this should be a real bug.
> 
> Ruslan, can you verify If you have granted "OwnTicket" right to AdminCC on 
> queue or on global level, in the case where you found, that it turned out 
> to be alright for you?

Dirk,
	Off the top of my head, I'm not sure what's changed between
3.0.10 and 3.0.11 that would cause such a query change. Is this ACL
setup new for you or did it work fine in vanilla 3.0.10?

> 
> Dirk.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt 
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 

-- 


From chris.pagnotta at viasat.com  Fri May 21 18:31:52 2004
From: chris.pagnotta at viasat.com (Pagnotta, Chris)
Date: Fri, 21 May 2004 15:31:52 -0700
Subject: [rt-users] CC on ticket creation
Message-ID: 

I am seeing a problem with outgoing SMTP mail.

I am able to create a ticket and then add a AdminCC email address. The email
is sent out as I am able to verify it contents with ethereal.

The problem I am seeing is when I create a ticket and then add just a CC
email address.
Nothing is sent. Exim does not have it in it's outgoing mail queue and of
course ethereal
sees nothing.

Am I missing something here? Is there are permission in RT that needs to be
set for sending CC mail?

I even tried to send the email through as root with a CC address. No email
was actually sent.

Is this a bug? Do I need to start digging in the perl scrripts?

Thanks,
Chris



 


From pds at skyinet.net  Fri May 21 18:33:41 2004
From: pds at skyinet.net (Paul Suela)
Date: Sat, 22 May 2004 06:33:41 +0800
Subject: [rt-users] help: how to make an auto-reply unique to each queue
Message-ID: <40AE83C5.1070109@skyinet.net>

Hi Guys!

How do i config RT 3.0.10 (on Debian Sarge) so that each queue has its 
own specific Auto-Reply? Right now i only have one global auto-reply and 
i wish to convey a specific message for each queue's auto-reply.

Thanks again.  :)

- Paul


From jesse at bestpractical.com  Fri May 21 20:20:51 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 21 May 2004 20:20:51 -0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <7820BB7B5E48EEEC42E42C22@[192.168.1.7]>
References: 
	<20040521150750.GC31726@pallas.eruditorum.org>
	<6C76E996376476D2BEE578B6@[192.168.1.7]>
	<7820BB7B5E48EEEC42E42C22@[192.168.1.7]>
Message-ID: <20040522002051.GG31726@pallas.eruditorum.org>

(sorry for the top-post, I'm on a slow link)
The change in Users_Overlay.pm is intentional. It _should_ merely have
removed the joins to the principals table, since they don't actually
gain us anything. I agree that there may be something else there that
broke. I'll look into it over the weekend. But the change is due to the
fact that we don't need the principals table on this query and that
postgres does something kind of braindead here that causes us to have a
catastropchic performance failre.
I _will_ have a look at this. And do appreciate the failure case. Now I
can craft a test that fails so I know when I've fixed it and it never
happens again.

	Jesse


On Fri, May 21, 2004 at 09:02:55PM +0200, Dirk Pape wrote:
> Hello Jesse,
> 
> --Am Freitag, 21. Mai 2004 17:31 Uhr +0200 schrieb Dirk Pape 
> :
> 
> >my ACL setup is much older than 3.0.10 and with this mail I send you
> >Groups_Overlay.pm from 3.0.10 and 3.0.11rc3 which differ in "WithRights".
> >
> >from looking at the diff I am quite sure there is the bug.
> 
> now I had time to test. Reverting the method Groups->WithRights to the 
> version in RT 3.0.10 reestablished good (for me!) behaviour.
> 
> If you had no intentional change in WithRights, I request going back to the 
> 3.0.10 version before releasing 3.0.11. Patch is attached.
> 
> Thanks,
> Dirk.



-- 


From drj826 at acm.org  Sat May 22 10:59:40 2004
From: drj826 at acm.org (Don Johnson)
Date: Sat, 22 May 2004 08:59:40 -0600
Subject: [rt-users] Can I help with help?
Message-ID: <40AF6ADC.90908@acm.org>

I've noticed there is no context sensitive help system in RT.  Is there 
a plan to implement one (perhaps using RTFM)?  I find my users asking 
lots of how-to questions they could easily answer themselves using a 
help system (like, "how to I approve a request?").  I volunteer to help 
implement and test a help system if that would help.

- Don Johnson
drj826 at acm.org



From cerion at open-works.co.uk  Sun May 23 05:48:05 2004
From: cerion at open-works.co.uk (Cerion Armour-Brown)
Date: Sun, 23 May 2004 11:48:05 +0200
Subject: [rt-users] CC on ticket creation
In-Reply-To: 
References: 
Message-ID: <200405231148.05520.cerion@open-works.co.uk>

On Saturday 22 May 2004 00:31, Pagnotta, Chris wrote:
> I am seeing a problem with outgoing SMTP mail.
>
> I am able to create a ticket and then add a AdminCC email address. The
> email is sent out as I am able to verify it contents with ethereal.
>
> The problem I am seeing is when I create a ticket and then add just a CC
> email address.
> Nothing is sent. Exim does not have it in it's outgoing mail queue and of
> course ethereal
> sees nothing.
>
> Am I missing something here? Is there are permission in RT that needs to be
> set for sending CC mail?
>
> I even tried to send the email through as root with a CC address. No email
> was actually sent.
>
> Is this a bug? Do I need to start digging in the perl scrripts?
>
> Thanks,
> Chris

Do you have an appropriate Scrip (on correspond/comment) that uses an action 
with 'Notify Ccs'?
Cerion



From cubic at acronis.ru  Sun May 23 09:15:23 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Sun, 23 May 2004 17:15:23 +0400
Subject: [rt-users] help: how to make an auto-reply unique to each queue
In-Reply-To: <40AE83C5.1070109@skyinet.net>
References: <40AE83C5.1070109@skyinet.net>
Message-ID: <40B0A3EB.70403@acronis.ru>

Paul Suela wrote:
> Hi Guys!
> 
> How do i config RT 3.0.10 (on Debian Sarge) so that each queue has its 
> own specific Auto-Reply? Right now i only have one global auto-reply and 
> i wish to convey a specific message for each queue's auto-reply.
1) Create autoreply template in each queue.
2) And create autoreply scrip in each queue.
3) disable global autoreply scrip.

Today it's only way.

> 
> Thanks again.  :)
> 
> - Paul



From cubic at acronis.ru  Sun May 23 15:57:05 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Sun, 23 May 2004 23:57:05 +0400
Subject: [rt-users] bug in searching custom fields with multiple values?
In-Reply-To: <40ACF689.5030507@acronis.ru>
References: <40ACC510.9070906@gmx.de> <40ACF689.5030507@acronis.ru>
Message-ID: <40B10211.8070107@acronis.ru>

Ruslan U. Zakirov wrote:
> Stefan Wachter wrote:
> 
>> Hi all!
>>
>> I have a queue specific custom field that may contain multiple values. 
>> If I have a ticket which has set multiple values for that custom field 
>> then I do not find the ticket when I specify a search criteria that 
>> contains multiple values for that custom field. Eg:
>>
>> The custom field may contain the values "parser" and "DTD". My ticket 
>> has set both values. The search criteria is:
>>
>> Queue = vdp
>> CF.vdp.{category} LIKE %DTD%
>> CF.vdp.{category} LIKE %parser%
>>
>> If I drop the second or the last criteria then the ticket is found. 
>> Yet, the ticket is not found if I look for "DTD" and "parser".
>>
>> Is this a bug?
> 
> I confirm, fail with 3.0.HEAD.
> I want fix it we should deside what results do we want with search on 
> multiple valued custom fields:
> 1) ticket has custom field A defined and value is 1 or 2
> 2) ticket has custom field A defined and value is 1 and 2
> 
> Now, both doesn't work. search is broken.
> I expect right fix would be second case, because usual user want 
> decrease number of tickets when add new search condition.
> 
> My SB 0.99, but as I see from changes to 1.00_01 it doesn't matter.
Can't wait feedback anymore.
Patch attached which fix search on CFs.
With patch ticket should have all values set to trigger condition(second 
case in prev message).

			Good luck. Ruslan.

PS. Patch stores only last alias within particular CF, but I don't think 
that it makes any sense to store all because user can't choose 
ENTRYAGGREGATOR in 3.0.x.
> 
>>
>> Regards,
>> --Stefan
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From jesse at bestpractical.com  Sun May 23 18:14:47 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 23 May 2004 18:14:47 -0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: 
References: 
Message-ID: <20040523221447.GB30299@pallas.eruditorum.org>




On Fri, May 21, 2004 at 02:50:07PM +0200, Dirk Pape wrote:
> >I catched the sql query out of the log (reformatted and attached!), which
> >if  executed manually does not reveil the expected users either.
> 
> On the first view, I find the SQL-Statement to be buggy. It should at least 
> be
> 
>      OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 9)
>             OR (main.Domain = 'RT::Ticket-Role' AND main.Instance = 8317))
>         AND main.Type = ACL_1.PrincipalType) )
> 
> instead of
> 
>      OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 9)
>             OR (main.Domain = 'RT::Ticket-Role' AND main.Instance = 8317))
>         AND main.Type = ACL_1.PrincipalType
>         AND main.id = ACL_1.PrincipalId) )
> 
> to match a Queue-defined AdminCC group to the globally defined AdminCC 
> rights, which is the sitiation missed in my case.

That is 100% correct. My testing confirmed this. I've just built new
tests into RT to make sure this doesn't happen again and altered the
query to behave apropriately. Regression tests are running now.


> I do not know yet if the generated SQL statement is due to one of my 
> extensions or due to vanilla rt 3.0.11 code, but I think the latter is the 
> case, so this should be a real bug.
> 
> Ruslan, can you verify If you have granted "OwnTicket" right to AdminCC on 
> queue or on global level, in the case where you found, that it turned out 
> to be alright for you?
> 
> Dirk.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt 
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 

-- 


From jamie.baddeley at fx.net.nz  Sun May 23 20:03:54 2004
From: jamie.baddeley at fx.net.nz (Jamie Baddeley)
Date: Mon, 24 May 2004 12:03:54 +1200
Subject: [rt-users] Problems with debian
Message-ID: <1085357033.19634.15.camel@titan.fx.net.nz>

Hi,

I've just had 2 debian systems running unstable barf on me.

crm-dev:~# /etc/init.d/apache start
Configuration syntax error detected. Not reloading.

Syntax error on line 10 of /etc/request-tracker3/apache-modperl.conf:
Can't load module DBI, dynamic loading not available in this perl.
  (You may need to build a new perl executable which either supports
  dynamic loading or has the DBI module statically linked into it.)
 at /usr/lib/perl5/DBI.pm line 252
BEGIN failed--compilation aborted at /usr/lib/perl5/DBI.pm line 252.
Compilation failed in require at /usr/share/perl5/Apache/DBI.pm line 7.
BEGIN failed--compilation aborted at /usr/share/perl5/Apache/DBI.pm line
7.
Compilation failed in require at (eval 13) line 3.

crm-dev:~#


AFAICT It wasn't the result of a recent upgrade either - it seems the
problem only recently appeared.....FWIW upgrading hasn't fixed it.

am I the only one to see this?

help!

jamie


-- 




From cubic at acronis.ru  Sun May 23 20:13:58 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 24 May 2004 04:13:58 +0400
Subject: [rt-users] Problems with debian
In-Reply-To: <1085357033.19634.15.camel@titan.fx.net.nz>
References: <1085357033.19634.15.camel@titan.fx.net.nz>
Message-ID: <40B13E46.7040106@acronis.ru>

http://www.google.ru/search?q=%22dynamic+loading+not+available+in+this+perl%22+Debian

After each upgrade which touch perl don't forget to restart apache.

Jamie Baddeley wrote:
> Hi,
> 
> I've just had 2 debian systems running unstable barf on me.
> 
> crm-dev:~# /etc/init.d/apache start
> Configuration syntax error detected. Not reloading.
> 
> Syntax error on line 10 of /etc/request-tracker3/apache-modperl.conf:
> Can't load module DBI, dynamic loading not available in this perl.
>   (You may need to build a new perl executable which either supports
>   dynamic loading or has the DBI module statically linked into it.)
>  at /usr/lib/perl5/DBI.pm line 252
> BEGIN failed--compilation aborted at /usr/lib/perl5/DBI.pm line 252.
> Compilation failed in require at /usr/share/perl5/Apache/DBI.pm line 7.
> BEGIN failed--compilation aborted at /usr/share/perl5/Apache/DBI.pm line
> 7.
> Compilation failed in require at (eval 13) line 3.
> 
> crm-dev:~#
> 
> 
> AFAICT It wasn't the result of a recent upgrade either - it seems the
> problem only recently appeared.....FWIW upgrading hasn't fixed it.
> 
> am I the only one to see this?
> 
> help!
> 
> jamie
> 
> 



From cubic at acronis.ru  Sun May 23 20:41:30 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 24 May 2004 04:41:30 +0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <20040523221447.GB30299@pallas.eruditorum.org>
References: 
	<20040523221447.GB30299@pallas.eruditorum.org>
Message-ID: <40B144BA.9070608@acronis.ru>

Jesse Vincent wrote:
> On Fri, May 21, 2004 at 02:50:07PM +0200, Dirk Pape wrote:
> 
>>>I catched the sql query out of the log (reformatted and attached!), which
>>>if  executed manually does not reveil the expected users either.
>>
>>On the first view, I find the SQL-Statement to be buggy. It should at least 
>>be
>>
>>     OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 9)
>>            OR (main.Domain = 'RT::Ticket-Role' AND main.Instance = 8317))
>>        AND main.Type = ACL_1.PrincipalType) )
>>
>>instead of
>>
>>     OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 9)
>>            OR (main.Domain = 'RT::Ticket-Role' AND main.Instance = 8317))
>>        AND main.Type = ACL_1.PrincipalType
>>        AND main.id = ACL_1.PrincipalId) )
>>
>>to match a Queue-defined AdminCC group to the globally defined AdminCC 
>>rights, which is the sitiation missed in my case.
> 
> 
> That is 100% correct. My testing confirmed this. I've just built new
> tests into RT to make sure this doesn't happen again and altered the
> query to behave apropriately. Regression tests are running now.
After playing around this I end up with attached patch.

> 
> 
> 
>>I do not know yet if the generated SQL statement is due to one of my 
>>extensions or due to vanilla rt 3.0.11 code, but I think the latter is the 
>>case, so this should be a real bug.
>>
>>Ruslan, can you verify If you have granted "OwnTicket" right to AdminCC on 
>>queue or on global level, in the case where you found, that it turned out 
>>to be alright for you?
>>
>>Dirk.
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From jamie.baddeley at fx.net.nz  Sun May 23 20:59:37 2004
From: jamie.baddeley at fx.net.nz (Jamie Baddeley)
Date: Mon, 24 May 2004 12:59:37 +1200
Subject: [rt-users] Problems with debian
In-Reply-To: <40B13E46.7040106@acronis.ru>
References: <1085357033.19634.15.camel@titan.fx.net.nz>
	<40B13E46.7040106@acronis.ru>
Message-ID: <1085360377.19636.40.camel@titan.fx.net.nz>

Looks like it might be worse than simply restarting it.

AFAICT the current workaround is recompiling apache and mod-perl. Yuk.

So it looks like request-tracker3 for debian unstable is broken. (bug
248730)

I'd be really pleased to discover another workaround, as I am not keen
on doing a build from source.

Failing that, looks like I'll have to close the store. :-(

jamie

On Mon, 2004-05-24 at 12:13, Ruslan U. Zakirov wrote:
> http://www.google.ru/search?q=%22dynamic+loading+not+available+in+this+perl%22+Debian
> 
> After each upgrade which touch perl don't forget to restart apache.
> 
> Jamie Baddeley wrote:
> > Hi,
> > 
> > I've just had 2 debian systems running unstable barf on me.
> > 
> > crm-dev:~# /etc/init.d/apache start
> > Configuration syntax error detected. Not reloading.
> > 
> > Syntax error on line 10 of /etc/request-tracker3/apache-modperl.conf:
> > Can't load module DBI, dynamic loading not available in this perl.
> >   (You may need to build a new perl executable which either supports
> >   dynamic loading or has the DBI module statically linked into it.)
> >  at /usr/lib/perl5/DBI.pm line 252
> > BEGIN failed--compilation aborted at /usr/lib/perl5/DBI.pm line 252.
> > Compilation failed in require at /usr/share/perl5/Apache/DBI.pm line 7.
> > BEGIN failed--compilation aborted at /usr/share/perl5/Apache/DBI.pm line
> > 7.
> > Compilation failed in require at (eval 13) line 3.
> > 
> > crm-dev:~#
> > 
> > 
> > AFAICT It wasn't the result of a recent upgrade either - it seems the
> > problem only recently appeared.....FWIW upgrading hasn't fixed it.
> > 
> > am I the only one to see this?
> > 
> > help!
> > 
> > jamie
> > 
> > 
-- 




From ranz at devdata.net  Sun May 23 21:27:15 2004
From: ranz at devdata.net (Randal Adamson)
Date: Mon, 24 May 2004 09:27:15 +0800
Subject: [rt-users] Cool uses for RT
Message-ID: <002701c4412e$3f77bf90$8200a8c0@dev.himladeon.com>

Hi Jesse and the team,

May I first congratulate you all on a brilliant bit of software. I know
of a few ISP's here in Australia that use it.

I have a few ideas that I wanted to run by you on uses of RT and how I
could implement them.

1. 	Use RT to store tickets against Clients.

	Would I use a Queue or a Custom Field - or something else?

2. 	Export Client tickets somehow so it can be posted in the Client
Area on the web (different server to RT).

3.	A friend of mine has been looking to include all the open
tickets on his corporate Intranet. He said the only way he could do it
was to use the command-line tool. Any ideas here also?

4.	How could RT be used as managing a Project? i.e. would it be
better to store them in a separate queue? Has anyone done this? If an
email comes in from a known address - can we automatically put it in
another queue?

2 and 3 could be considered the same thing.

Many thanks,

Randal Adamson







From jesse at bestpractical.com  Sun May 23 22:07:33 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 23 May 2004 22:07:33 -0400
Subject: [rt-users] Bug (Showstopper?) in 3.0.11rc2?
In-Reply-To: <40B144BA.9070608@acronis.ru>
References: 
	<20040523221447.GB30299@pallas.eruditorum.org>
	<40B144BA.9070608@acronis.ru>
Message-ID: <20040524020733.GC30299@pallas.eruditorum.org>



> >That is 100% correct. My testing confirmed this. I've just built new
> >tests into RT to make sure this doesn't happen again and altered the
> >query to behave apropriately. Regression tests are running now.
> After playing around this I end up with attached patch.

That isn't quite what I ended up with:

 in sub WithRight:


@@ -273,7 +312,7 @@
             $or_check_roles =
                 " OR ( ( (main.Domain = 'RT::Queue-Role' AND
main.Instance = " .
                 $args{'Object'}->Id . ") $or_check_ticket_roles ) " .
-                " AND main.Type = $acl.PrincipalType AND main.id = $acl.PrincipalId) ";
+                " AND main.Type = $acl.PrincipalType) ";
         }
 
        if ( $args{'IncludeSystemRights'} ) {


My next merge-up will have this included, as well as a testsuite for it.

	Jesse

-- 


From jesse at bestpractical.com  Sun May 23 23:23:05 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 23 May 2004 23:23:05 -0400
Subject: [rt-users] Can I help with help?
In-Reply-To: <40AF6ADC.90908@acm.org>
References: <40AF6ADC.90908@acm.org>
Message-ID: <20040524032305.GD30299@pallas.eruditorum.org>




On Sat, May 22, 2004 at 08:59:40AM -0600, Don Johnson wrote:
> I've noticed there is no context sensitive help system in RT.  Is there 
> a plan to implement one (perhaps using RTFM)?  I find my users asking 
> lots of how-to questions they could easily answer themselves using a 
> help system (like, "how to I approve a request?").  I volunteer to help 
> implement and test a help system if that would help.

It'd definitely be interesting to go through. I'd love to see a mockup
of a page or two of how you're envisioning it.

	Best,
	Jesse

> - Don Johnson
> drj826 at acm.org
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt 
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 

-- 


From stefan at van-boxmer.de  Mon May 24 03:34:44 2004
From: stefan at van-boxmer.de (Stefan Fischer)
Date: Mon, 24 May 2004 09:34:44 +0200
Subject: [rt-users] Problems with debian
In-Reply-To: <1085360377.19636.40.camel@titan.fx.net.nz>
References: <1085357033.19634.15.camel@titan.fx.net.nz>	<40B13E46.7040106@acronis.ru>
	<1085360377.19636.40.camel@titan.fx.net.nz>
Message-ID: <40B1A594.502@van-boxmer.de>

The unstable package is broken, something has changed in the new perl 
5.8.4-2 package. After downgrading several other packages to, it works 
for me. Here is a list of these packages:

apache-common_1.3.29.0.2-4_i386.deb
apache-perl_1.3.29.0.2-4_i386.deb
libapache-dbi-perl_0.92-0.1_all.deb
libapache-mod-perl_1.29.0.2-4_i386.deb
libapache-request-perl_1.1-0.1_i386.deb
libapache-session-perl_1.54-2_all.deb
libcache-cache-perl_1.02-2_all.deb
libclass-returnvalue-perl_0.40-1_all.deb
libdbd-pg-perl_1.32-1_i386.deb
libdbi-perl_1.41-1_i386.deb
libdbix-searchbuilder-perl_0.97-2_all.deb
libexception-class-perl_1.16-1_all.deb
libfreezethaw-perl_0.43-2_all.deb
libhtml-mason-perl_1.26-1_all.deb
libhtml-parser-perl_3.36-1_i386.deb
liblocale-maketext-fuzzy-perl_0.02-1_all.deb
liblocale-maketext-lexicon-perl_0.38-1_all.deb
liblog-dispatch-perl_2.07-1_all.deb
libmailtools-perl_1.62-1_all.deb
libmime-perl_5.411-3_all.deb
libmldbm-perl_2.01-1_all.deb
libparams-validate-perl_0.69-1_i386.deb
libperl5.8_5.8.3-3_i386.deb
libregexp-common-perl_2.113-1_all.deb
libterm-readkey-perl_2.21-1.3_i386.deb
libtest-inline-perl_0.15-1_all.deb
libtext-autoformat-perl_1.12-2_all.deb
libtext-quoted-perl_1.5-1_all.deb
libtext-template-perl_1.42-3_all.deb
libtext-wrapper-perl_1.000-2_all.deb
libtime-modules-perl_2003.1126-1_all.deb
perl-base_5.8.3-3_i386.deb
perl-modules_5.8.3-3_all.deb
perl_5.8.3-3_i386.deb

Greetings,
Stefan

Jamie Baddeley wrote:
> Looks like it might be worse than simply restarting it.
> 
> AFAICT the current workaround is recompiling apache and mod-perl. Yuk.
> 
> So it looks like request-tracker3 for debian unstable is broken. (bug
> 248730)
> 
> I'd be really pleased to discover another workaround, as I am not keen
> on doing a build from source.
> 
> Failing that, looks like I'll have to close the store. :-(
> 
> jamie
> 
> On Mon, 2004-05-24 at 12:13, Ruslan U. Zakirov wrote:
> 
>>http://www.google.ru/search?q=%22dynamic+loading+not+available+in+this+perl%22+Debian
>>
>>After each upgrade which touch perl don't forget to restart apache.
>>
>>Jamie Baddeley wrote:
>>
>>>Hi,
>>>
>>>I've just had 2 debian systems running unstable barf on me.
>>>
>>>crm-dev:~# /etc/init.d/apache start
>>>Configuration syntax error detected. Not reloading.
>>>
>>>Syntax error on line 10 of /etc/request-tracker3/apache-modperl.conf:
>>>Can't load module DBI, dynamic loading not available in this perl.
>>>  (You may need to build a new perl executable which either supports
>>>  dynamic loading or has the DBI module statically linked into it.)
>>> at /usr/lib/perl5/DBI.pm line 252
>>>BEGIN failed--compilation aborted at /usr/lib/perl5/DBI.pm line 252.
>>>Compilation failed in require at /usr/share/perl5/Apache/DBI.pm line 7.
>>>BEGIN failed--compilation aborted at /usr/share/perl5/Apache/DBI.pm line
>>>7.
>>>Compilation failed in require at (eval 13) line 3.
>>>
>>>crm-dev:~#
>>>
>>>
>>>AFAICT It wasn't the result of a recent upgrade either - it seems the
>>>problem only recently appeared.....FWIW upgrading hasn't fixed it.
>>>
>>>am I the only one to see this?
>>>
>>>help!
>>>
>>>jamie
>>>
>>>

-- 

Mit freundlichen Gr??en / Kind Regards
              __\/__
          .  / ^  _ \  .
          |\| (o)(o) |/|
  _______.OOOo--oo--oOOO._________
|                                |
| Stefan Fischer                 |
| IT-Consulting                  |
|                                |
| Mobil...: +49 163 8027222      |
| B?ro....: +49 89 36055848      |
| Fax.....: +49 89 36055846      |
| e-mail..: stefan at van-boxmer.de |
|================================|
| Who is General Failure and why |
| is he reading my hard disk?    |
|________________Oooo.___________|
          .oooO   (   )
          (   )    ) /
           \ (    (_/
            \_)





From stephen at jadevine.org.uk  Mon May 24 02:45:05 2004
From: stephen at jadevine.org.uk (Stephen Quinney)
Date: Mon, 24 May 2004 07:45:05 +0100
Subject: [rt-users] Problems with debian
In-Reply-To: <1085357033.19634.15.camel@titan.fx.net.nz>
References: <1085357033.19634.15.camel@titan.fx.net.nz>
Message-ID: <20040524064505.GA18991@computing-services.oxford.ac.uk>

On Mon, May 24, 2004 at 12:03:54PM +1200, Jamie Baddeley wrote:
> Hi,
> 
> I've just had 2 debian systems running unstable barf on me.
> 
> crm-dev:~# /etc/init.d/apache start
> Configuration syntax error detected. Not reloading.
> 
> Syntax error on line 10 of /etc/request-tracker3/apache-modperl.conf:
> Can't load module DBI, dynamic loading not available in this perl.

Hi there,

The problem is that the apache mod_perl module needs recompiling. The
2nd version of the perl 5.8.4 package introduced an incompatibility
between it and mod_perl. Sadly the mod_perl maintainer is being
extremely slow at fixing this problem, see bug #248730 which is 11
days old now:

http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=248730

I don't like pointing out the obvious but this is why there is testing
and unstable, although really annoying (this bug caught me as well)
this sort of thing has to be expected on Debian unstable. A
willingness to rebuild packages occasionally and deal with nasty bugs
is really a requirement. I certainly would never run anything
mission-critical on a Debian unstable machine. The versions in testing
do not have these problems and as such it is a much safer bet.

Stephen Quinney





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From Stefan.Wachter at gmx.de  Mon May 24 04:16:19 2004
From: Stefan.Wachter at gmx.de (Stefan Wachter)
Date: Mon, 24 May 2004 10:16:19 +0200
Subject: [rt-users] bug in searching custom fields with multiple values?
In-Reply-To: <40B10211.8070107@acronis.ru>
References: <40ACC510.9070906@gmx.de> <40ACF689.5030507@acronis.ru>
	<40B10211.8070107@acronis.ru>
Message-ID: <40B1AF53.4020504@gmx.de>

I think that using an or-condition combining the different values of a 
multi-valued field would be better. If a user wants to create an 
and-condition over several values of a multi-valued field then he can 
augment the current search criteria step by step.

Cheers,
--Stefan


Ruslan U. Zakirov wrote:

> Ruslan U. Zakirov wrote:
>
>> Stefan Wachter wrote:
>>
>>> Hi all!
>>>
>>> I have a queue specific custom field that may contain multiple 
>>> values. If I have a ticket which has set multiple values for that 
>>> custom field then I do not find the ticket when I specify a search 
>>> criteria that contains multiple values for that custom field. Eg:
>>>
>>> The custom field may contain the values "parser" and "DTD". My 
>>> ticket has set both values. The search criteria is:
>>>
>>> Queue = vdp
>>> CF.vdp.{category} LIKE %DTD%
>>> CF.vdp.{category} LIKE %parser%
>>>
>>> If I drop the second or the last criteria then the ticket is found. 
>>> Yet, the ticket is not found if I look for "DTD" and "parser".
>>>
>>> Is this a bug?
>>
>>
>> I confirm, fail with 3.0.HEAD.
>> I want fix it we should deside what results do we want with search on 
>> multiple valued custom fields:
>> 1) ticket has custom field A defined and value is 1 or 2
>> 2) ticket has custom field A defined and value is 1 and 2
>>
>> Now, both doesn't work. search is broken.
>> I expect right fix would be second case, because usual user want 
>> decrease number of tickets when add new search condition.
>>
>> My SB 0.99, but as I see from changes to 1.00_01 it doesn't matter.
>
> Can't wait feedback anymore.
> Patch attached which fix search on CFs.
> With patch ticket should have all values set to trigger 
> condition(second case in prev message).
>
>             Good luck. Ruslan.
>
> PS. Patch stores only last alias within particular CF, but I don't 
> think that it makes any sense to store all because user can't choose 
> ENTRYAGGREGATOR in 3.0.x.
>
>>
>>>
>>> Regards,
>>> --Stefan
>>



From girgen at pingpong.net  Mon May 24 05:43:39 2004
From: girgen at pingpong.net (Palle Girgensohn)
Date: Mon, 24 May 2004 11:43:39 +0200
Subject: [rt-users] group right to view queue?
Message-ID: <8B3CE7809803B72E1A3AC2B6@rambutan.pingpong.net>

Hi,

I have a group of users that should be able to login and see one queue 
only. They are in a user defined group, say it's named "testing". 
Configuration -> Queues -> "QueueName" -> Groups Rights -> "testing" has 
the following rights:

 CommentOnTicket
 CreateTicket
 DeleteTicket
 ModifyTicket
 ReplyToTicket
 SeeQueue
 ShowTicket
 ShowTicketComments
 Watch

This almost works. ppl can see the queue, but only their own tickets, not 
ticket issued by others in the group. I need the group to be able to see 
all tickets in the queue. How do I do this?

Palle



From bronto at tiscali.com  Mon May 24 06:52:16 2004
From: bronto at tiscali.com (Marco Marongiu)
Date: Mon, 24 May 2004 12:52:16 +0200
Subject: [rt-users] Problems with debian
In-Reply-To: <40B1A594.502@van-boxmer.de>
References: <1085357033.19634.15.camel@titan.fx.net.nz>	<40B13E46.7040106@acronis.ru>	<1085360377.19636.40.camel@titan.fx.net.nz>
	<40B1A594.502@van-boxmer.de>
Message-ID: <40B1D3E0.10304@tiscali.com>



Stefan Fischer wrote:
> The unstable package is broken, something has changed in the new perl 
> 5.8.4-2 package. After downgrading several other packages to, it works 
> for me. Here is a list of these packages:

Thanks for the list. If anybody could tell us when the package is broken 
no more, that would be wonderful.

Thanks in advance
--bronto

PS: BTW, I am using the RT package in Debian Testing


From murple at murple.net  Mon May 24 12:39:54 2004
From: murple at murple.net (Craig Schenk)
Date: Mon, 24 May 2004 12:39:54 -0400
Subject: [rt-users] RT for project managers
In-Reply-To: <002701c4412e$3f77bf90$8200a8c0@dev.himladeon.com>
References: <002701c4412e$3f77bf90$8200a8c0@dev.himladeon.com>
Message-ID: <20040524123954.2952d6ba.murple@murple.net>

> 4.	How could RT be used as managing a Project? i.e. would it be
> better to store them in a separate queue? Has anyone done this? If an
> email comes in from a known address - can we automatically put it in
> another queue?

Indeed, a good topic. After spending months getting RT up and running and
getting the users all happy, now, higer management has decided they want
to get more of a "project management" type view on things. There are rumblings
about abandoning RT (which works great for a task tracking orientation) and
trying out tools like dotproject (www.dotproject.net) which give managers the
nice hierarchical view of tasks with time estimates/tracking etc that they
want but which nobody else cares about. However, since the decision has been
made we're only going to use one task/project tracker, we can't have the
engineers and programmers using RT and the managers using whatever they find.
Since the managers make the decision, that means we need to make them realize
RT is the better tool if we want to keep using it. I think it should be pretty
easy using RT's existing features such as custom fields etc to give them
something more project flow oriented.

Some things they want RT does seem to lack though. You could for example set up
a custom field in each ticket in a project to put in estimated completion time.
You can use RT's relationships to set higher level tickets as dependent on
subordinate tasks. However, Pointy Headed Manager cant go into RT and easily
click on a "project name" button, pull up a hierarchical (preferably graphical)
view of all tickets under that project, and see an overal top level "this project
has a total estimated completion time of..."

I can think of some ways to do this that would be rather code intensive, but
since managers all over tend to think alike I was wondering what other solutions
people in this situation have come up with.




From einb at walledlake.k12.mi.us  Mon May 24 12:50:55 2004
From: einb at walledlake.k12.mi.us (Ein Bielaczyc)
Date: Mon, 24 May 2004 12:50:55 -0400
Subject: [rt-users] RTFM - Most Recently Updated
Message-ID: <1085417455.2275.60.camel@mercury.walledlake.k12.mi.us>

The main RTFM display shows only the newest articles, not most recently
updated. RTFM does not seem to update FM_Articles table in the database,
i.e. The LastUpdated field never changes.

Suggestions?

Ein Bielaczyc
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From jesse at bestpractical.com  Mon May 24 13:14:00 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 24 May 2004 13:14:00 -0400
Subject: [rt-users] RT for project managers
In-Reply-To: <20040524123954.2952d6ba.murple@murple.net>
References: <002701c4412e$3f77bf90$8200a8c0@dev.himladeon.com>
	<20040524123954.2952d6ba.murple@murple.net>
Message-ID: <20040524171400.GI30299@pallas.eruditorum.org>




On Mon, May 24, 2004 at 12:39:54PM -0400, Craig Schenk wrote:
> Indeed, a good topic. After spending months getting RT up and running and
> getting the users all happy, now, higer management has decided they want
> to get more of a "project management" type view on things. There are rumblings
> about abandoning RT (which works great for a task tracking orientation) and
> trying out tools like dotproject (www.dotproject.net) which give managers the
> nice hierarchical view of tasks with time estimates/tracking etc that they
> want but which nobody else cares about. However, since the decision has been
> made we're only going to use one task/project tracker, we can't have the
> engineers and programmers using RT and the managers using whatever they find.
> Since the managers make the decision, that means we need to make them realize
> RT is the better tool if we want to keep using it. I think it should be pretty
> easy using RT's existing features such as custom fields etc to give them
> something more project flow oriented.

We've done some speculative work on a hierarchical project managment
fronted for RT, as well as an experimental gantt-chartting tool.
Neither is anywhere near production ready, but both are available in the
subversion repository for RT 3.3.  Basically, we've had a couple
customers who expressed interest in the functionality, had us spec it
and prototype it and then failed to come through with funding to have us
actually build it for them. 


> 
> Some things they want RT does seem to lack though. You could for example set up
> a custom field in each ticket in a project to put in estimated completion time.

That's why we've got "Time Estimated" in RT 3.1.

> You can use RT's relationships to set higher level tickets as dependent on
> subordinate tasks. However, Pointy Headed Manager cant go into RT and easily
> click on a "project name" button, pull up a hierarchical (preferably graphical)
> view of all tickets under that project, and see an overal top level "this project
> has a total estimated completion time of..."

That would be a bit of logic to add for the project managment UI.

We'd be absolutely thrilled to build this tool for a customer if there's
someone out there who's interested.

	Best,
	Jesse

-- 


From rthompson at interpublic.com  Mon May 24 16:23:13 2004
From: rthompson at interpublic.com (Ray Thompson)
Date: Mon, 24 May 2004 15:23:13 -0500
Subject: [rt-users] RE: [Rt-devel] LDAP authentication in RT3?
Message-ID: 

Didn't notice if this had been responded to or not.

Details of what to do with User_Local.pm are in the file itself.

We are using it with 3.0.9.

-Ray

> 
> I've noticed that a LDAP hack exists here 
> (http://wiki.bestpractical.com/index.cgi?Plugins), but it mentions 
> "User_Local.pm" which I cannot find, and as I only just 
> recently installed 
> RT I am not aware of the code structure.
> 
> Can anyone verify if this still works and any tips on how to 
> get it up and 
> running?
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From lists at flothow.de  Tue May 25 04:20:26 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Tue, 25 May 2004 10:20:26 +0200
Subject: [rt-users] De-HTML incoming mail requests
In-Reply-To: <20040520155301.GN31726@pallas.eruditorum.org>
References: <20040519220346.LYRV1551.out004.verizon.net@smckay>
	<40AC55AC.9000305@acronis.ru>
	<20040520065542.GI31726@pallas.eruditorum.org>
	<40AC5928.9090502@acronis.ru>
	<20040520155301.GN31726@pallas.eruditorum.org>
Message-ID: <60293DC2-AE24-11D8-A2A0-000393B2BB20@flothow.de>

Am 20. Mai 2004 um 17:53 Uhr schrieb Jesse Vincent:
> From the docs, it looks like we could restrict to "safe" URI
> types: http, https, ftp, gopher. Anything else?

mailto.


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From Enda_McGahern at gmaccm.com  Tue May 25 07:40:13 2004
From: Enda_McGahern at gmaccm.com (Enda McGahern - Ireland)
Date: Tue, 25 May 2004 12:40:13 +0100
Subject: [rt-users] RT compatibility with mod-perl 1.9_14
Message-ID: <930AAD3CF8379145B3E0D6DCB3041E1E772B79@gcedube2kmbx01.gmaccm.eu>

Hi,
 
Current Env.
 
RT 3.09
Apache2 
mod_perl 1.99_11.
Pearl v5.8.3
 
RT has stopped running and getting the following type of message in
error_logs 
 
"failed to get bucket brigade: 70014:End of file found, referer:". 
 
Apache stops running and I have to remove the httpd.pid file and restart
the httpd service and all is OK. 
 
I have seen a post that recommended upgrading Mod_perl to 1.9_13 (this
is at 14 now)  Will RT now run OK with this version and has anyone come
across this problem before. Could the mysql database cause this to
happen.


Regards 

Enda 


 
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From anthony.martucci at manhattan.edu  Tue May 25 09:57:08 2004
From: anthony.martucci at manhattan.edu (Anthony Martucci)
Date: Tue, 25 May 2004 09:57:08 -0400
Subject: [rt-users] weird ticket history display problem
Message-ID: <40B350B4.9000009@manhattan.edu>

Hi Everyone,
   I am having a really odd problem with my RT-3.0.10 install.  I'm 
running apache 1.3 and modperl 1.29 which I compiled from source on a 
FC1 box.  The problem is that whenever you go to display a ticket 
history in basics or history, the user and time of the last transaction 
to any ticket in any queue of the database is displayed.  For example, 
if user A creates a ticket, and user B comments another ticket, the 
transaction time and the user name of the comment made by user B will be 
on every single comment or reply for any ticket on the system.  Is this 
just a display problem or did I blow something up or miss a database 
configuration??  Sorry if this one has been answered before and thanks 
in advance for any help that anyone can offer.

-- 
Anthony Martucci
Help Desk Technician



From girgen at pingpong.net  Tue May 25 10:59:47 2004
From: girgen at pingpong.net (Palle Girgensohn)
Date: Tue, 25 May 2004 16:59:47 +0200
Subject: [rt-users] How do I give a group the right to view a queue
Message-ID: <341600FCF583F27C2F1CEC47@rambutan.pingpong.net>

Hi!

I can't get the rights right (heh). I want a group to have access to one 
queue. Now the group can view any ticket by using its number, but cannot 
get any listings. I've been through every setting and to me this seems like 
a bug. Only way is to make each user "priviliged", but that gives them 
access to too many things, really, and I also want to give the *group* 
access, not the individual users. See my mail from yesterday:


> Hi,
>
> I have a group of users that should be able to login and see one queue
> only. They are in a user defined group, say it's named "testing".
> Configuration -> Queues -> "QueueName" -> Groups Rights -> "testing" has
> the following rights:
>
>  CommentOnTicket
>  CreateTicket
>  DeleteTicket
>  ModifyTicket
>  ReplyToTicket
>  SeeQueue
>  ShowTicket
>  ShowTicketComments
>  Watch
>
> This almost works. ppl can see the queue, but only their own tickets, not
> ticket issued by others in the group. I need the group to be able to see
> all tickets in the queue. How do I do this?
>
> Palle




From cubic at acronis.ru  Tue May 25 11:05:31 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 25 May 2004 19:05:31 +0400
Subject: [rt-users] How do I give a group the right to view a queue
In-Reply-To: <341600FCF583F27C2F1CEC47@rambutan.pingpong.net>
References: <341600FCF583F27C2F1CEC47@rambutan.pingpong.net>
Message-ID: <40B360BB.4020104@acronis.ru>

Palle Girgensohn wrote:
> Hi!
> 
> I can't get the rights right (heh). I want a group to have access to one 
> queue. Now the group can view any ticket by using its number, but cannot 
> get any listings. I've been through every setting and to me this seems 
> like a bug. Only way is to make each user "priviliged", but that gives 
> them access to too many things, really, and I also want to give the 
> *group* access, not the individual users. See my mail from yesterday:
http://wiki.bestpractical.com/?Rights
http://wiki.bestpractical.com/?QueueSpecificRights
SeeQueue
ShowTicket

> 
> 
>> Hi,
>>
>> I have a group of users that should be able to login and see one queue
>> only. They are in a user defined group, say it's named "testing".
>> Configuration -> Queues -> "QueueName" -> Groups Rights -> "testing" has
>> the following rights:
>>
>>  CommentOnTicket
>>  CreateTicket
>>  DeleteTicket
>>  ModifyTicket
>>  ReplyToTicket
>>  SeeQueue
>>  ShowTicket
>>  ShowTicketComments
>>  Watch
>>
>> This almost works. ppl can see the queue, but only their own tickets, not
>> ticket issued by others in the group. I need the group to be able to see
>> all tickets in the queue. How do I do this?
>>
>> Palle
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.



From dmd at speakeasy.org  Tue May 25 11:05:54 2004
From: dmd at speakeasy.org (Dave Dennis)
Date: Tue, 25 May 2004 08:05:54 -0700 (PDT)
Subject: [rt-users] Requestor does not get mail
Message-ID: 

Good day RT folks,

Having trouble with scrip to send mail to the requestor, who creates a ticket
via the GUI.  RT-3.0.9 .

Scrips are these:

On Correspond Notify Requestors, Ccs and AdminCcs with template
Queue-Correspond

On Create Notify Requestors, Ccs and AdminCcs as Comment with template
Queue-Autoreply Template: Autoreply

On Resolve Notify Requestors, Ccs and AdminCcs with template Queue-Resolved


No question with my templates, they mail to people who are Watchers and who are
added in to the CC.  But the requestor -- who is also a watcher -- never
receives a mail when he creates a ticket in the GUI.

Any ideas?  His user/group permissions should be allowing for him to receive
mail - he gets mail in other circumstances.  When I tail -f
/var/log/qmail/current when he creates a ticket, RT just simply does not issue a
mail for his account when he creates.

Thanks folks, keep up the good work...


+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd at speakeasy.org
+ http://www.dmdennis.com
+-------------------------


From cubic at acronis.ru  Tue May 25 11:25:03 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Tue, 25 May 2004 19:25:03 +0400
Subject: [rt-users] Requestor does not get mail
In-Reply-To: 
References: 
Message-ID: <40B3654F.2030107@acronis.ru>

http://wiki.bestpractical.com/?FAQ
NotifyActor config option

Dave Dennis wrote:
> Good day RT folks,
> 
> Having trouble with scrip to send mail to the requestor, who creates a ticket
> via the GUI.  RT-3.0.9 .
> 
> Scrips are these:
> 
> On Correspond Notify Requestors, Ccs and AdminCcs with template
> Queue-Correspond
> 
> On Create Notify Requestors, Ccs and AdminCcs as Comment with template
> Queue-Autoreply Template: Autoreply
> 
> On Resolve Notify Requestors, Ccs and AdminCcs with template Queue-Resolved
> 
> 
> No question with my templates, they mail to people who are Watchers and who are
> added in to the CC.  But the requestor -- who is also a watcher -- never
> receives a mail when he creates a ticket in the GUI.
> 
> Any ideas?  His user/group permissions should be allowing for him to receive
> mail - he gets mail in other circumstances.  When I tail -f
> /var/log/qmail/current when he creates a ticket, RT just simply does not issue a
> mail for his account when he creates.
> 
> Thanks folks, keep up the good work...
> 
> 
> +-------------------------
> + Dave Dennis
> + Seattle, WA
> + dmd at speakeasy.org
> + http://www.dmdennis.com
> +-------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From MikeHamilton at clovisusd.k12.ca.us  Tue May 25 12:02:08 2004
From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
Date: Tue, 25 May 2004 09:02:08 -0700
Subject: [rt-users] RTFM Permissions Problem?
Message-ID: 

I am having a tough time troubleshooting RTFM. Here is how I have it 
working: I created three groups with rights as follows:

RTFM Authors:
CreateArticle
ModifyArticle
SeeClass
ShowArticle
ShowArticleHistory
ShowCustomField

RTFM Managers:
AdminClass
AdminCustomField
AdminValues
CreateArticle
ModifyACL
ModifyArticle
SeeClass
ShowACL
ShowArticle
ShowArticleHistory
ShowCustomField

RTFM Users:
SeeClass
ShowArticle
ShowCustomField

Here is the issue: RTFM Authors and RTFM Managers can create articles no 
problem, but ONLY superuser can read any articles at all. Everyone else 
gets the "RTFM ERROR: Permission Denied" screen.

Any ideas? Thanks for your help!
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From jesse at bestpractical.com  Tue May 25 12:07:35 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 May 2004 12:07:35 -0400
Subject: [rt-users] RTFM Permissions Problem?
In-Reply-To: 
References: 
Message-ID: <20040525160735.GX30299@pallas.eruditorum.org>


What RTFM release?


From randy at unitnet.com  Tue May 25 15:47:45 2004
From: randy at unitnet.com (Randy)
Date: Tue, 25 May 2004 14:47:45 -0500
Subject: [rt-users] Writing a plugin
Message-ID: <20040525194739.7B44384C105@pallas.eruditorum.org>

Hello
 
Can someone point me to the docs on how to write a plugin.
 
Thanks
Randy
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From mloftis at wgops.com  Tue May 25 15:56:42 2004
From: mloftis at wgops.com (Michael Loftis)
Date: Tue, 25 May 2004 13:56:42 -0600
Subject: [rt-users] Writing a plugin
In-Reply-To: <20040525194739.7B44384C105@pallas.eruditorum.org>
References: <20040525194739.7B44384C105@pallas.eruditorum.org>
Message-ID: <562645015.1085493402@d216-220-25-60.dynip.modwest.com>

http://wiki.bestpractical.com/

http://wiki.bestpractical.com/index.cgi?HowTos

http://wiki.bestpractical.com/index.cgi?Plugins

--On Tuesday, May 25, 2004 14:47 -0500 Randy  wrote:

>
> Hello
>
> Can someone point me to the docs on how to write a plugin.
>
> Thanks
> Randy



--
GPG/PGP --> 0xE736BD7E 5144 6A2D 977A 6651 DFBE 1462 E351 88B9 E736 BD7E 


From randy at unitnet.com  Tue May 25 16:49:38 2004
From: randy at unitnet.com (Randy)
Date: Tue, 25 May 2004 15:49:38 -0500
Subject: [rt-users] Writing a plugin
In-Reply-To: <562645015.1085493402@d216-220-25-60.dynip.modwest.com>
Message-ID: <20040525204925.6235384C047@pallas.eruditorum.org>

These appear to be a list of existing plugins, but no doc of "HOW-TO" write
a plug in.



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael
Loftis
Sent: Tuesday, May 25, 2004 2:57 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Writing a plugin

http://wiki.bestpractical.com/

http://wiki.bestpractical.com/index.cgi?HowTos

http://wiki.bestpractical.com/index.cgi?Plugins

--On Tuesday, May 25, 2004 14:47 -0500 Randy  wrote:

>
> Hello
>
> Can someone point me to the docs on how to write a plugin.
>
> Thanks
> Randy



--
GPG/PGP --> 0xE736BD7E 5144 6A2D 977A 6651 DFBE 1462 E351 88B9 E736 BD7E
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Developer and Administrator training is coming to LA, DC and Frankfurt
this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 




From linux at trusoft.co.za  Tue May 25 17:19:28 2004
From: linux at trusoft.co.za (Andre Truter)
Date: Tue, 25 May 2004 23:19:28 +0200
Subject: [rt-users] Problems with rt3 and FastCGI
Message-ID: <1085519967.3784.17.camel@ruth.trusoft.co.za>

I am trying to get RT to use FastCGI, but I get error messages from
mason_handler.fcgi

I searched the archives, but did not find any answers.

SuSE 9.0
Apache 1.3
Request Tracker 3.0.8
Perl v5.8.1

I do not use a virtual host.

This is the error message I get:
----
[warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 32525)
terminated by calling exit with status '9'
----

If I run the mason_handler.fcgi script by hand, it gives no errors

What can be wrong?
What does exit code 9 mean?

Thanks
--
Andre Truter Software Engineer Registered Linux user #185282
ICQ #40935899 AIM: trusoftzaf http://www.trusoft.co.za

~ "Oh Bother!" said the Borg, "We assimilated the Pooh!" ~



From dmd at speakeasy.org  Tue May 25 17:51:42 2004
From: dmd at speakeasy.org (Dave Dennis)
Date: Tue, 25 May 2004 14:51:42 -0700 (PDT)
Subject: [rt-users] Requestor does not get mail
In-Reply-To: <40B3654F.2030107@acronis.ru>
References: 
	<40B3654F.2030107@acronis.ru>
Message-ID: 

Amazing help, thank you.
Completely overlooked the global config.


+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd at speakeasy.org
+ http://www.dmdennis.com
+-------------------------

On Tue, 25 May 2004, Ruslan U. Zakirov wrote:

> http://wiki.bestpractical.com/?FAQ
> NotifyActor config option
>
> Dave Dennis wrote:
> > Good day RT folks,
> >
> > Having trouble with scrip to send mail to the requestor, who creates a ticket
> > via the GUI.  RT-3.0.9 .
> >
> > Scrips are these:
> >
> > On Correspond Notify Requestors, Ccs and AdminCcs with template
> > Queue-Correspond
> >
> > On Create Notify Requestors, Ccs and AdminCcs as Comment with template
> > Queue-Autoreply Template: Autoreply
> >
> > On Resolve Notify Requestors, Ccs and AdminCcs with template Queue-Resolved
> >
> >
> > No question with my templates, they mail to people who are Watchers and who are
> > added in to the CC.  But the requestor -- who is also a watcher -- never
> > receives a mail when he creates a ticket in the GUI.
> >
> > Any ideas?  His user/group permissions should be allowing for him to receive
> > mail - he gets mail in other circumstances.  When I tail -f
> > /var/log/qmail/current when he creates a ticket, RT just simply does not issue a
> > mail for his account when he creates.
> >
> > Thanks folks, keep up the good work...
> >
> >
> > +-------------------------
> > + Dave Dennis
> > + Seattle, WA
> > + dmd at speakeasy.org
> > + http://www.dmdennis.com
> > +-------------------------
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> > http://bestpractical.com/services/training.html
> >
> > Sign up early, as class space is limited.
>
>


From MikeHamilton at clovisusd.k12.ca.us  Tue May 25 19:06:37 2004
From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
Date: Tue, 25 May 2004 16:06:37 -0700
Subject: [rt-users] Time Worked reverting to Zero
Message-ID: 

I am using RT version 3.0.10.
I got a call from one of our techs saying that their "time worked" was 
showing 0 even though they entered that they had worked 15 minutes on a 
ticket. After doing a little digging, here is the pattern:

1) If the tech tries to update the "Time Worked" from the "Basics" ticket 
property, the time will not be added.
2) If the tech tries to add time worked from the Comment interface, it 
will take the time worked and add it to the total but ONLY if they enter 
some text in the message body section.

I am giving them a workaround for now, but does anyone have any idea why 
this is happening?
Thanks!
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From jesse at bestpractical.com  Tue May 25 19:12:19 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 May 2004 19:12:19 -0400
Subject: [rt-users] Time Worked reverting to Zero
In-Reply-To: 
References: 
Message-ID: <20040525231219.GA27436@pallas.eruditorum.org>




On Tue, May 25, 2004 at 04:06:37PM -0700, MikeHamilton at clovisusd.k12.ca.us wrote:
> 
> 1) If the tech tries to update the "Time Worked" from the "Basics" ticket 
> property, the time will not be added.

That's the _total_ time worked, not the per-update time.

> 2) If the tech tries to add time worked from the Comment interface, it 
> will take the time worked and add it to the total but ONLY if they enter 
> some text in the message body section.

IIRC, a known bug with a patch in queue.

> I am giving them a workaround for now, but does anyone have any idea why 
> this is happening?
> Thanks!

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 


-- 


From jesse at bestpractical.com  Tue May 25 23:01:28 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 May 2004 23:01:28 -0400
Subject: [rt-users] [Rt-announce] RT 3.0.11 now available
Message-ID: <20040526030128.GB27436@pallas.eruditorum.org>

I'm pleased to announce the release of RT 3.0.11. This version of RT
features numerous small bugfixes and improvements.  Of particular interest:

 * If users who don't have the right to modify user group
   memberships were allowed to create users and did so, users could
   be created without membership in the necessary "Everyone" and
   "Privileged" or "Unprivileged" groups.  If this has happened to
   your site, the created users won't be able to create or update
   tickets. Ruslan Zakirov developed a tool to walk the database of
   sites affected by this issue. You can grab a copy of his fix at
   http://lists.bestpractical.com/pipermail/rt-devel/2004-April/005710.html
   RT 3.0.11 includes bullet-proofed code to protect against this happening
   in the future.

 * RT is now _much_ better about cleaning up temporary files and directories. 
   In our testing, RT cleanly removed all temporary files and directories.

A full changelog follows.

RT 3.0.11 is immediately available from:

	http://download.bestpractical.com/pub/rt/release/rt-3.0.11.tar.gz
	69a8a4c0fdc173a8eb9dafb46fa84f9c  rt-3.0.11.tar.gz

	http://download.bestpractical.com/pub/rt/release/rt-3.0.11.tar.gz.sig
	32c5e167adcdc1f1b932bfffc81cce8c  rt-3.0.11.tar.gz.sig


	Jesse Vincent
	Best Practical Solutions, LLC

-----------------------
Changes since RT 3.0.11

Web UI

	RT is now more careful about the URLs of pages it sends you to after
	a "quick search"

	Fix to enable searching Cc and AdminCc from Ruslan

	Fix for proper display of ScripId when editing scrips from Ruslan

	Added a patch from Dirk Pape to hide disabled groups by default
	(#5229)

	#5278: Made the length of the "MyRequests" list configurable in
	RT's config file

	Fixed a spelling error: Separate, not seperate.  Applied patch
	in ticket #5319.

	Fixed possible corruption after repeated searches, from Ruslan

	Only show users, not groups in the "About this requestor" box

	Pulled in QueryString from RT 3.1+ for REST (Atom) API support


Email handling

	RT previously split stored headers on newlines. The new regexp
	better matches what the RFC says it should

	#5135: RT previously generated Email subject lines that violated
	RFC 2047


Commandline interface

	#5189: updated bin/rt to support default query and order (#4638)
	cli cookie handling improved from Muncus

	Corrected a section of the documentation for rt per Ticket #4618
	#5303: Added support for piping reply messages from STDIN

Core

	#5238: [rt-users] Patch: Mason Profiing under FastCGI

	Added back a missing test file


	DTRT with autocreating user real names and email addresses when
	adding watchers (not just when the user is created via email).
	We were needlessly including the "Principals" table in a query. It
	hurt postgres perf significantly

	Altered a Groups join to be a bit more efficient

	Backported ticket searching fixes from 3.1;

	Fixed an issue that could cause multiline rt-send-cc and
	rt-send-bcc headers to be truncated

	#5592: Don't display an empty RT-Send-Bcc header if there were
	no bccs

	Clean up temporary files more agressively

	Users->Limit should specify ENTRYAGGREGATOR.  This was always
	true, but DBIx::SearchBuilder makes it obvious.

	RT now handles localization slightly better when there aren't
	yet any users.

	Fix for a false positive error about directory permissions when
	opening the rt logfile from Ruslan

	A patch to generate better SQL when searching on attachment
	content. Backported from 3.1

	Backport Date->W3CDTF from rt-3.3 for REST 2.0.

	Applied a patch from #5286, from Paulo Matos 
	to standardize how users are autocreated

	Reworked RT::User->Create logic to better handle error
	cases. Previously, if users who didn't have the right to modify
	others' group memberships created users, the new users could be
	created as "orphans"

	Syslog configuration is now much more flexible and can be
	controlled from RT's configuration file (#4717)


Installation

	Applied Paulo Matos's  patch from #5401.
	Support System Role groups in rt-setup-database.

	RT requires perl 5.8.3 to work correctly. The dependency checking
	tool has been enhanced to enforce this requirement.



-- 
_______________________________________________
Rt-announce mailing list
Rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From count at theblah.fi  Wed May 26 04:15:20 2004
From: count at theblah.fi (Jussi Hamalainen)
Date: Wed, 26 May 2004 11:15:20 +0300 (EEST)
Subject: [rt-users] charset problem
Message-ID: 

Hello!

I'm using RT 3.0.10 and I have a problem with charset recognition in
incomging emails:

X-Originalarrivaltime: 19 May 2004 12:12:41.0475 (UTC) FILETIME=[9571FD30:01C43D9A]
MIME-Version: 1.0
X-Spam-Status: No, hits=0.1 required=5.0 tests=TW_YY autolearn=ham  version=2.62
X-Mailer: SquirrelMail (version 1.2.5)
content-type: text/plain; charset="utf-8"
Received:
Received:
Received:
Received:
Delivered-To: xxx at xxx
Subject: V??r? konepaikka
Return-Path: 
X-Original-To: xxx at xxx
Date: Wed, 19 May 2004 15:12:39 +0300 (EEST)
X-Spam-Level:
Message-Id: 
X-Spam-Checker-Version: SpamAssassin 2.62 (2004-01-11)
To: 
Content-Transfer-Encoding: 8bit
From: Ranker 
X-RT-Original-Encoding: iso-8859-1
Content-Length: 686

As you can see from the headers, it should be obvious that the
message has a utf-8 charset (and it does), but for some reason RT
decided that it should use iso-8859-1.

Also for some reason X-RT-Original-Encoding sometimes appears
multiple times with conflicting values. This is from a later message
in the same ticket as the headers above:

X-Originalarrivaltime: 25 May 2004 16:00:46.0172 (UTC) FILETIME=[70A389C0:01C44271]
MIME-Version: 1.0
In-Reply-To: 
X-Spam-Status: No, hits=0.1 required=5.0 tests=TW_YY autolearn=ham  version=2.62
X-Mailer: SquirrelMail (version 1.2.5)
References: 
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: iso-8859-1
Received:
Received:
Received:
Received:
Delivered-To: xxx at xxx
Subject: Re: [xxx #368] V??r? konepaikka
Return-Path: 
X-Original-To: xxx at xxx
Date: Tue, 25 May 2004 19:00:43 +0300 (EEST)
X-Spam-Level:
X-Spam-Checker-Version: SpamAssassin 2.62 (2004-01-11)
Message-Id: 
To: 
Content-Transfer-Encoding: 8bit
From: Ranker 
X-RT-Original-Encoding: utf-8
Content-Length: 1753

Has anyone else run into this problem before? Any ideas on a
solution?

-- 
-=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=-


From adrian.moir at e-s.co.uk  Wed May 26 05:04:43 2004
From: adrian.moir at e-s.co.uk (Adrian Moir)
Date: Wed, 26 May 2004 10:04:43 +0100
Subject: [rt-users] Setting rt name variable.
Message-ID: 

Hi,
     I've just setup RT, all looks good. 
I need to be able to change the $rtname variable so that the 
autoreply template doesn't have 'example.com' in it. I've tried 
changing the RT_Config.pm file but no luck!
Could anyone enlighten me ?
Many Thanks,
        Adrian.

**********************************************************************
This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom they
are addressed. If you have received this email in error please notify
the system manager.

This footnote also confirms that this email message has been swept by
MIMEsweeper for the presence of computer viruses.

www.mimesweeper.com
**********************************************************************
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From jean-pierre.forcioli at cyber-networks.fr  Wed May 26 05:06:31 2004
From: jean-pierre.forcioli at cyber-networks.fr (Jean-Pierre FORCIOLI)
Date: Wed, 26 May 2004 11:06:31 +0200
Subject: [rt-users] Read only users ?
In-Reply-To: <031301c4346a$5b4283c0$88180a0a@MRZTP>
References: <031301c4346a$5b4283c0$88180a0a@MRZTP>
Message-ID: 

Hi,

Is it possible to have a "read only" user ?

My goal is to allow some users to only see tickets from others users
(not all tickets), via the WebUI.

If I use PersonalGroups and Delegation, I have to work with
"privilegied" users only. But, my users are "customers" so I don't want
to be privilegied.

It would be great to have this concept for non privilegied users.

Regards.

-- 
Jean-Pierre FORCIOLI		OpenPGP: 1024D/CF173713
Cyber Networks			http://www.cyber-networks.fr/
Tl. +33 (0)1 42 04 95 89	Fax : +33 (0)1 42 04 95 87
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From jean-pierre.forcioli at cyber-networks.fr  Wed May 26 05:14:56 2004
From: jean-pierre.forcioli at cyber-networks.fr (Jean-Pierre FORCIOLI)
Date: Wed, 26 May 2004 11:14:56 +0200
Subject: [rt-users] Modify preferences for WebUI user...
In-Reply-To: <031301c4346a$5b4283c0$88180a0a@MRZTP>
References: <031301c4346a$5b4283c0$88180a0a@MRZTP>
Message-ID: 

Hi,

Is it possible for a non privileged user to modify 
his phone number, postal address, etc. ?

Thanks.

-- 
Jean-Pierre FORCIOLI		OpenPGP: 1024D/CF173713
Cyber Networks			http://www.cyber-networks.fr/
Tl. +33 (0)1 42 04 95 89	Fax : +33 (0)1 42 04 95 87
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From cubic at acronis.ru  Wed May 26 05:21:47 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 26 May 2004 13:21:47 +0400
Subject: [rt-users] Setting rt name variable.
In-Reply-To: 
References: 
Message-ID: <40B461AB.1080303@acronis.ru>

Adrian Moir wrote:
> 
> Hi,
>      I've just setup RT, all looks good.
> I need to be able to change the $rtname variable so that the
> autoreply template doesn't have 'example.com' in it. I've tried
> changing the RT_Config.pm file but no luck!
You shouldn't change RT_Config.pm, but must use RT_SiteConfig.pm, 
because on upgrade your RT_Config.pm file would be overwriten.

> Could anyone enlighten me ?
Did you restart apache?

> Many Thanks,
>         Adrian.|
> 
> **********************************************************************
> This email and any files transmitted with it are confidential and
> intended solely for the use of the individual or entity to whom they
> are addressed. If you have received this email in error please notify
> the system manager.
> 
> This footnote also confirms that this email message has been swept by
> MIMEsweeper for the presence of computer viruses.
> 
> www.mimesweeper.com
> **********************************************************************
> |
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From cubic at acronis.ru  Wed May 26 05:25:35 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 26 May 2004 13:25:35 +0400
Subject: [rt-users] Modify preferences for WebUI user...
In-Reply-To: 
References: <031301c4346a$5b4283c0$88180a0a@MRZTP>
	
Message-ID: <40B4628F.1010408@acronis.ru>

Jean-Pierre FORCIOLI wrote:
> Hi,
> 
> Is it possible for a non privileged user to modify 
> his phone number, postal address, etc. ?
Did you see SelfService?
http://wiki.bestpractical.com/?SelfService

> 
> Thanks.
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From Ulrike.Lindemann at desy.de  Wed May 26 07:23:56 2004
From: Ulrike.Lindemann at desy.de (Ulrike Lindemann)
Date: Wed, 26 May 2004 13:23:56 +0200
Subject: [rt-users] RTFM: sort order of custom fields?
Message-ID: <40B47E4C.50704@desy.de>

Hi,
I've a problem concerning the order of the custom fields in RTFM.
We're running RT 3.0.10, RTFM 2.0.3 as Debian packages.

Is there a possibility to determine the order in which the custom fields
appear, if you create/show an article?

When editing the custom fields of a class, there is a text box
next to each CF, which isn't documented.  Can you determine the order
with this box? I tried some entries, but no effect.

Any hints?
Thanks, Ulrike
-- 
Ulrike Lindemann, Ulrike.Lindemann#desy.de
DESY IT, Benutzerservice
Notkestr. 85, 22607 Hamburg
Tel: +49-40-8998-2549
Fax: +49-40-8994-2549




From dag at dynasim.se  Wed May 26 09:03:33 2004
From: dag at dynasim.se (Dag Bruck)
Date: Wed, 26 May 2004 15:03:33 +0200
Subject: [rt-users] Empty requestor/subject in ticket AND RT: Encode::Guess
	failed
Message-ID: <200405261303.i4QD3X713832@net.dynasim.se>

I have just tried to upgrade Perl on my system, but the result was
very bad for RT.

Symptoms:

- Ticket is created from incoming e-mail, but subject is empty and
  requestor is empty (ticket always created by RT_System).
  AutoReply is not sent back to requestor.

- Syslog (var/log/messages) reports:
  RT: Encode::Guess failed: ; fallback to iso-8859-1 (/home/rt/lib/RT/I18N.pm:372)

  (note empty decoder in this message).

System description:

- RT 3.0.10, which has been running for quite a while. No problems with
  ticket creation.

  The reason I wanted to upgrade was that I had some problems with an
  incremental upgrade to Perl 5.8.3, so attachments were corrupted.
  This problem was indeed solved by reinstalling everything. Also,
  mail encoded in UTF-8 was incorrectly decoded.

- Removed old Perl and Apache completely and made a fresh install
  (in the order given).

  Perl 5.8.4
  mod_perl 1.29 + Apache 1.3.31
  Add'l Perl modules using RT's
    perl sbin/rt-test-dependencies ... --install
  "make upgrade" in RT directory just to be sure

  (I have also tried the same with Perl 5.8.3, mod_perl 1.27 and
  Apache 1.3.27 which I had lying around.  Exactly the same results.)

- My RT_SiteConfig.pm has some tweaks related to encodings:

  @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings);
  Set($EmailOutputEncoding , 'iso-8859-1');

- Apache's httpd.conf is set up with "AddDefaultCharset UTF-8".

- Operating system: RedHat 7.2

Going back to old version of Perl + Apache + mod_perl restores the old
behaviour, i.e. ok ticket creation but corrupted attachments.

Any help would be *SO MUCH* appreciated.  I think RT is great, but it
really hurts that attachments are corrupted and UTF-8 messages look
funny, and the failed upgrade is so frustrating.

Best regards,

Dag Bruck
Dynasim AB, Lund, Sweden


From stephen at jadevine.org.uk  Wed May 26 10:10:18 2004
From: stephen at jadevine.org.uk (Stephen Quinney)
Date: Wed, 26 May 2004 15:10:18 +0100
Subject: [rt-users] Bug in rt 3.0.11 CLI
Message-ID: <20040526141018.GH21886@computing-services.oxford.ac.uk>

Hi All,

There is a bug in the rt CLI tool that comes as part of 3.0.11. There
is one closing brace too many in the help subroutine. Here's the
patch:

####
sjq at wompom:~/request-tracker3-3.0.11$ diff -u bin/rt.in{.old,}
--- bin/rt.in.old       2004-05-26 15:06:05.000000000 +0100
+++ bin/rt.in   2004-05-26 15:04:49.000000000 +0100
@@ -128,7 +128,6 @@
             foreach $title (grep $_, @titles) {
                 $help{$title} = $item->[2]{Text};
             }
-        }
     }
 
     # What does the user want help with?

####

I will apply this patch to the currently in preparation Debian package
of 3.0.11.

Stephen Quinney

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From peter.jamrisko at advantel.cz  Wed May 26 10:22:03 2004
From: peter.jamrisko at advantel.cz (=?ISO-8859-2?Q?Peter_Jamri=B9ko?=)
Date: Wed, 26 May 2004 16:22:03 +0200
Subject: [rt-users] perl upgrade
Message-ID: <40B4A80B.4060507@advantel.cz>

Hi all,


I'm using rt3.0.10 with apache2-2.0.47, mod_fastcgi 2.4.2. I upgraded 
from perl 5.8.0 to 5.8.4, then i restarted apache and in httpd error log 
appeared many lines like these:

[root at fserver root]# tail -f /var/log/httpd/rterr.log

[Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
scalar: SV 0x97907d4 at /opt/rt3/share/html/Elements/MyRequests line 
56., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
[Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
scalar: SV 0x94743a4 at /opt/rt3/share/html/Elements/MyRequests line 
56., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
[Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
scalar: SV 0x8bcd770 at /opt/rt3/share/html/Elements/Quicksearch line 
24., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
[Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
scalar: SV 0x974f190 at /opt/rt3/share/html/autohandler line 24., 
referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
[Wed May 26 15:22:42 2004] [error] [client 192.168.6.12] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
scalar: SV 0x9693ec4 at /opt/rt3/share/html/Elements/SetupSessionCookie 
line 49.

Almost every second (each one click somewhere on rt web ui) is generated 
one line in that log file.
It looks, that i have to upgrade / rebuild something (mod_fastcgi, some 
perl modules, RT, I don't konw...).

Can someone help me?

Thanks.






From djohnson at mail.peakinet.net  Wed May 26 10:48:28 2004
From: djohnson at mail.peakinet.net (djohnson at mail.peakinet.net)
Date: Wed, 26 May 2004 10:48:28 -0400
Subject: [rt-users] Windows Installer: Problem Installing 2nd Time
Message-ID: <10910-220045326144828670@M2W068.mail2web.com>

I'm playing with the RT 3.0.10 Windows installer, and it's slick! I
installed it and it worked perfectly the first time. Unfortunately, I
uninstalled it and can't get it to work a SECOND time. I get to the point
where a browser pops up pointed at
http://localhost:8284/cgi-bin/initdb.cgi, and it seems to stop with the
error: Unknown DBI error (Can't connect to MySQL server on 'localhost'
(10061)), aborting!

Has anyone else seen this problem?

I don't have any other instance of MySQL running on the box (Windows XP).
I've gone through the registry and deleted all MySQL keys left over from
previous installations and the install still fails. I'm not sure how to
troubleshoot this.


Don Johnson
drj826 at acm.org
http://drj826.net/


--------------------------------------------------------------------
mail2web - Check your email from the web at
http://mail2web.com/ .




From rt at chaka.net  Wed May 26 10:07:03 2004
From: rt at chaka.net (Todd Chapman)
Date: Wed, 26 May 2004 10:07:03 -0400
Subject: [rt-users] perl upgrade
In-Reply-To: <40B4A80B.4060507@advantel.cz>
References: <40B4A80B.4060507@advantel.cz>
Message-ID: <20040526140703.GT28862@chaka.net>

Did you upgrade mod_perl?

-Todd

On Wed, May 26, 2004 at 04:22:03PM +0200, Peter Jamri?ko wrote:
> Hi all,
> 
> 
> I'm using rt3.0.10 with apache2-2.0.47, mod_fastcgi 2.4.2. I upgraded 
> from perl 5.8.0 to 5.8.4, then i restarted apache and in httpd error log 
> appeared many lines like these:
> 
> [root at fserver root]# tail -f /var/log/httpd/rterr.log
> 
> [Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
> scalar: SV 0x97907d4 at /opt/rt3/share/html/Elements/MyRequests line 
> 56., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
> [Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
> scalar: SV 0x94743a4 at /opt/rt3/share/html/Elements/MyRequests line 
> 56., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
> [Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
> scalar: SV 0x8bcd770 at /opt/rt3/share/html/Elements/Quicksearch line 
> 24., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
> [Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
> scalar: SV 0x974f190 at /opt/rt3/share/html/autohandler line 24., 
> referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
> [Wed May 26 15:22:42 2004] [error] [client 192.168.6.12] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced 
> scalar: SV 0x9693ec4 at /opt/rt3/share/html/Elements/SetupSessionCookie 
> line 49.
> 
> Almost every second (each one click somewhere on rt web ui) is generated 
> one line in that log file.
> It looks, that i have to upgrade / rebuild something (mod_fastcgi, some 
> perl modules, RT, I don't konw...).
> 
> Can someone help me?
> 
> Thanks.
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt 
> this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 


From cecchind at qwestip.net  Wed May 26 10:55:17 2004
From: cecchind at qwestip.net (Dave Cecchino)
Date: Wed, 26 May 2004 10:55:17 -0400 (EDT)
Subject: [rt-users] perl upgrade
In-Reply-To: <40B4A80B.4060507@advantel.cz>
Message-ID: 

recompile mason.

On Wed, 26 May 2004, [ISO-8859-2] Peter Jamri?ko wrote:

> Hi all,
>
>
> I'm using rt3.0.10 with apache2-2.0.47, mod_fastcgi 2.4.2. I upgraded
> from perl 5.8.0 to 5.8.4, then i restarted apache and in httpd error log
> appeared many lines like these:
>
> [root at fserver root]# tail -f /var/log/httpd/rterr.log
>
> [Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
> scalar: SV 0x97907d4 at /opt/rt3/share/html/Elements/MyRequests line
> 56., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
> [Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
> scalar: SV 0x94743a4 at /opt/rt3/share/html/Elements/MyRequests line
> 56., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
> [Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
> scalar: SV 0x8bcd770 at /opt/rt3/share/html/Elements/Quicksearch line
> 24., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
> [Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
> scalar: SV 0x974f190 at /opt/rt3/share/html/autohandler line 24.,
> referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
> [Wed May 26 15:22:42 2004] [error] [client 192.168.6.12] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
> scalar: SV 0x9693ec4 at /opt/rt3/share/html/Elements/SetupSessionCookie
> line 49.
>
> Almost every second (each one click somewhere on rt web ui) is generated
> one line in that log file.
> It looks, that i have to upgrade / rebuild something (mod_fastcgi, some
> perl modules, RT, I don't konw...).
>
> Can someone help me?
>
> Thanks.
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.
>



From cubic at acronis.ru  Wed May 26 11:17:43 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 26 May 2004 19:17:43 +0400
Subject: [rt-users] perl upgrade
In-Reply-To: 
References: 
Message-ID: <40B4B517.1090009@acronis.ru>

Dave Cecchino wrote:
> recompile mason.
HTML::Mason - pure perl module.

Peter, did you include old perl INC paths into new perl build?

If so then IMHO your problem happens because of some binary 
incompatibility between perl versions.
So you can
1) recompile 5.8.4 and don't include old perl module paths.
2) module-by-modlue rebuild binary modules which RT uses(DBI, DBD...)


			Best regards. Ruslan.
> 
> On Wed, 26 May 2004, [ISO-8859-2] Peter Jamri?ko wrote:
> 
> 
>>Hi all,
>>
>>
>>I'm using rt3.0.10 with apache2-2.0.47, mod_fastcgi 2.4.2. I upgraded
>>from perl 5.8.0 to 5.8.4, then i restarted apache and in httpd error log
>>appeared many lines like these:
>>
>>[root at fserver root]# tail -f /var/log/httpd/rterr.log
>>
>>[Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server
>>"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
>>scalar: SV 0x97907d4 at /opt/rt3/share/html/Elements/MyRequests line
>>56., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
>>[Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server
>>"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
>>scalar: SV 0x94743a4 at /opt/rt3/share/html/Elements/MyRequests line
>>56., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
>>[Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server
>>"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
>>scalar: SV 0x8bcd770 at /opt/rt3/share/html/Elements/Quicksearch line
>>24., referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
>>[Wed May 26 15:22:38 2004] [error] [client 192.168.6.12] FastCGI: server
>>"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
>>scalar: SV 0x974f190 at /opt/rt3/share/html/autohandler line 24.,
>>referer: http://rt.mydomain.tld/Ticket/Display.html?id=308
>>[Wed May 26 15:22:42 2004] [error] [client 192.168.6.12] FastCGI: server
>>"/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced
>>scalar: SV 0x9693ec4 at /opt/rt3/share/html/Elements/SetupSessionCookie
>>line 49.
>>
>>Almost every second (each one click somewhere on rt web ui) is generated
>>one line in that log file.
>>It looks, that i have to upgrade / rebuild something (mod_fastcgi, some
>>perl modules, RT, I don't konw...).
>>
>>Can someone help me?
>>
>>Thanks.
>>
>>
>>
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
>>http://bestpractical.com/services/training.html
>>
>>Sign up early, as class space is limited.
>>
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From peter.jamrisko at advantel.cz  Wed May 26 11:32:02 2004
From: peter.jamrisko at advantel.cz (=?windows-1252?Q?Peter_Jamri=9Ako?=)
Date: Wed, 26 May 2004 17:32:02 +0200
Subject: [rt-users] perl upgrade
In-Reply-To: <40B4B517.1090009@acronis.ru>
References: 
	<40B4B517.1090009@acronis.ru>
Message-ID: <40B4B872.4060004@advantel.cz>

I think so:

[root at fserver root]# perl5.8.4 -V
Summary of my perl5 (revision 5 version 8 subversion 4) configuration:
  Platform:
    osname=linux, osvers=2.4.21-0.28mdkenterprise, 
archname=i386-linux-thread-multi
    uname='linux fserver.mydomain.tld 2.4.21-0.28mdkenterprise #1 smp 
tue feb 24 15:03:16 est 2004 i686 unknown unknown gnulinux '
    config_args='-des -Darchname=i386-linux -Dcc=gcc -Doptimize=-O2 
-Dprefix=/usr/local -Dvendorprefix=/usr -Dsiteprefix=/usr -Dman3ext=3pm 
-Dcf_by=Mandrakesoft -Dmyhostname=localhost -Dperladmin=root at localhost 
-Dd_dosuid -Ud_csh -Duseshrplib -Dusethreads'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=define use5005threads=undef useithreads=define 
usemultiplicity=define
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS 
-fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE 
-D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
    optimize='-O2',
    cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS 
-fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm'
    ccversion='', gccversion='3.2.2 (Mandrake Linux 9.1 3.2.2-3mdk)', 
gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='gcc', ldflags =' -L/usr/local/lib'
    libpth=/usr/local/lib /lib /usr/lib
    libs=-lnsl -lgdbm -ldl -lm -lcrypt -lutil -lpthread -lc
    perllibs=-lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
    libc=/lib/libc-2.3.1.so, so=so, useshrplib=true, libperl=libperl.so
    gnulibc_version='2.3.1'
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E 
-Wl,-rpath,/usr/local/lib/perl5/5.8.4/i386-linux-thread-multi/CORE'
    cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib'


Characteristics of this binary (from libperl):
  Compile-time options: MULTIPLICITY USE_ITHREADS USE_LARGE_FILES 
PERL_IMPLICIT_CONTEXT
  Built under linux
  Compiled at May 26 2004 14:20:43
  @INC:
    /usr/local/lib/perl5/5.8.4/i386-linux-thread-multi
    /usr/local/lib/perl5/5.8.4
    /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
    /usr/lib/perl5/site_perl/5.8.4
    /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/5.8.4/i386-linux-thread-multi
    /usr/lib/perl5/vendor_perl/5.8.4
    /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


I just upgraded perl and then changed symlink /usr/bin/perl to point to 
/usr/local/bin/perl5.8.4 instead of /usr/bin/perl5.8.0. That's all i 
changed. Is this correct? Or shall i create some symlinks to ".so" files 
stored now under /usr/local/lib/perl5/5.8.4/... instead of  
/usr/lib/perl5/5.8.0?
So, how can i determine which module is and which is not binary module 
(which one to recompile)?

Thanks.


Ruslan U. Zakirov wrote:

> Dave Cecchino wrote:
>
>> recompile mason.
>
> HTML::Mason - pure perl module.
>
> Peter, did you include old perl INC paths into new perl build?
>
> If so then IMHO your problem happens because of some binary 
> incompatibility between perl versions.
> So you can
> 1) recompile 5.8.4 and don't include old perl module paths.
> 2) module-by-modlue rebuild binary modules which RT uses(DBI, DBD...)
>
>
>             Best regards. Ruslan.
>


From BrettB at hkusa.com  Wed May 26 11:36:16 2004
From: BrettB at hkusa.com (Brett Barnhart)
Date: Wed, 26 May 2004 10:36:16 -0500
Subject: [rt-users] Retrieving mail from Outlook Server
Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507179CDF@EXCHANGE4>

I am sooo close to getting RT up and running. I used RT heavily in my last
organization and I'm trying to implement here. We are entirely a Windows
shop (before, we ran under Linux).

I downloaded rt-3.0.10.exe and installed.

I have things working with fetchmail to retrieve from Server. However, I am
getting an error that I am having a really hard time tracking down.

Fetchmail sees the messages and tried to grab it, that's when things fail.

1). When I use POP3, I get a message that the message size is not as
expected. I read that this is a known issue and I don't think this causes
any problems.

2) Again, using POP3
"MDA returned nonzero status 127"
"not flushed"


3) Trying IMAP, I get this error message (this is listed as a better way to
work with Server) 
"SIGPIPE thrown from an MDA or stream socket error"
"socket error while fetching from (IP address)"
Query status = 2 (SOCKET)

This is the start command I am using
"C:\Program Files\OURINT~1\COMMON\FETCHM~1\bin\FETCHM~1.EXE" -f
../rt-mailgate.conf -N -d 30 -v -v -a

In both cases, this is the config file (rt-mailgate.conf) (obviously,
changing pop3 to imap)
defaults proto pop3

poll xxx.xxx.xxx.xxx:
auth password username "rtadmin" password "xxxxxx" mda
"c:/progra~1/ourInternet/common/perl/bin/perl.exe
c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url
http://localhost:8284/ --queue General --action correspond"

------

Looking at c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in I don't
see anything jumps out and grabs my attention as needing fixed or
customized.

Any help would be greatly appreciated. Others here are getting very
fustrated that this is being difficult to get going, but I believe this is
the best product for our needs.




From cubic at acronis.ru  Wed May 26 11:51:46 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 26 May 2004 19:51:46 +0400
Subject: [rt-users] perl upgrade
In-Reply-To: <40B4B872.4060004@advantel.cz>
References: 
	<40B4B517.1090009@acronis.ru> <40B4B872.4060004@advantel.cz>
Message-ID: <40B4BD12.8060804@acronis.ru>

Peter Jamri?ko wrote:
> I think so:
> 
> [root at fserver root]# perl5.8.4 -V
[snip]

>  @INC:
>    /usr/local/lib/perl5/5.8.4/i386-linux-thread-multi
>    /usr/local/lib/perl5/5.8.4
>    /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>    /usr/lib/perl5/site_perl/5.8.4
>    /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/5.8.4/i386-linux-thread-multi
>    /usr/lib/perl5/vendor_perl/5.8.4
>    /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

Yes. You've mixed them. It's shouldn't be problem in theory, but it's 
problem in real life.

1) You can rebuild perl:
sh Configure '-des -Darchname=i386-linux -Dcc=gcc -Doptimize=-O2 
-Dprefix=/usr/local -Dvendorprefix=/usr -Dsiteprefix=/usr -Dman3ext=3pm 
-Dcf_by=Mandrakesoft -Dmyhostname=localhost -Dperladmin=root at localhost 
-Dd_dosuid -Ud_csh -Duseshrplib -Dusethreads -Dinc_version_list=none'

I've added '-Dinc_version_list=none'. Original list I got from your 
setup. You can get it too with `perl5.8.4 -V:config_args`

then you should install all deps. rt-test-dependecies makes it easy.

2)
Under i386-linux-thread-multi dirs there is all perl's binary parts. 
Scan it for module names and rebuild that modules.

		Best regards. Ruslan.
> 
> 
> I just upgraded perl and then changed symlink /usr/bin/perl to point to 
> /usr/local/bin/perl5.8.4 instead of /usr/bin/perl5.8.0. That's all i 
> changed. Is this correct? Or shall i create some symlinks to ".so" files 
> stored now under /usr/local/lib/perl5/5.8.4/... instead of  
> /usr/lib/perl5/5.8.0?
> So, how can i determine which module is and which is not binary module 
> (which one to recompile)?
> 
> Thanks.
> 
> 
> Ruslan U. Zakirov wrote:
> 
>> Dave Cecchino wrote:
>>
>>> recompile mason.
>>
>>
>> HTML::Mason - pure perl module.
>>
>> Peter, did you include old perl INC paths into new perl build?
>>
>> If so then IMHO your problem happens because of some binary 
>> incompatibility between perl versions.
>> So you can
>> 1) recompile 5.8.4 and don't include old perl module paths.
>> 2) module-by-modlue rebuild binary modules which RT uses(DBI, DBD...)
>>
>>
>>             Best regards. Ruslan.
>>



From maxc at beast.clarksys.com  Wed May 26 11:56:33 2004
From: maxc at beast.clarksys.com (Max Clark)
Date: Wed, 26 May 2004 08:56:33 -0700
Subject: [rt-users] Assigning ownership via mailgate
Message-ID: <40B4BE31.1010609@beast.clarksys.com>

Hi all,

I remember reading this in the past, but now I can't seem to find it. 
How do you assign ownership of a ticket to a specific user when using 
the mailgate interface?

Thanks in advance,
Max



From shawn at buzzardnews.com  Wed May 26 15:39:31 2004
From: shawn at buzzardnews.com (Shawn Ramsey)
Date: Wed, 26 May 2004 12:39:31 -0700
Subject: [rt-users] External Database?
Message-ID: <005d01c44359$2aa4a4c0$dcd975d8@shawn>

Set($LookupSenderInExternalDatabase , 1);
Set($SenderMustExistInExternalDatabase , 1);


I am trying to use this feature... but I am not sure how you go about implementing this. Is there any docs/examples of this? We'd like to veryify the person sending the email against a MySQL database. From what i've seen in the archives, we'd probably have to write some code to do this, but if this is an LDAP example maybe it would help us...
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From girgen at pingpong.net  Wed May 26 16:08:00 2004
From: girgen at pingpong.net (Palle Girgensohn)
Date: Wed, 26 May 2004 22:08:00 +0200
Subject: [rt-users] How do I give a group the right to view a queue
In-Reply-To: <40B360BB.4020104@acronis.ru>
References: <341600FCF583F27C2F1CEC47@rambutan.pingpong.net>
	<40B360BB.4020104@acronis.ru>
Message-ID: 

--On tisdag, maj 25, 2004 19.05.31 +0400 "Ruslan U. Zakirov" 
 wrote:

> Palle Girgensohn wrote:
>> Hi!
>>
>> I can't get the rights right (heh). I want a group to have access to one
>> queue. Now the group can view any ticket by using its number, but cannot
>> get any listings. I've been through every setting and to me this seems
>> like a bug. Only way is to make each user "priviliged", but that gives
>> them access to too many things, really, and I also want to give the
>> *group* access, not the individual users. See my mail from yesterday:
> http://wiki.bestpractical.com/?Rights
> http://wiki.bestpractical.com/?QueueSpecificRights
> SeeQueue
> ShowTicket

Sorry, but this does not work at all, although it should. As you can see, 
most of it is already there as per my email below. I'm pretty sure it is a 
bug, perhaps with postgres & RT...

/Palle


>
>>
>>
>>> Hi,
>>>
>>> I have a group of users that should be able to login and see one queue
>>> only. They are in a user defined group, say it's named "testing".
>>> Configuration -> Queues -> "QueueName" -> Groups Rights -> "testing" has
>>> the following rights:
>>>
>>>  CommentOnTicket
>>>  CreateTicket
>>>  DeleteTicket
>>>  ModifyTicket
>>>  ReplyToTicket
>>>  SeeQueue
>>>  ShowTicket
>>>  ShowTicketComments
>>>  Watch
>>>
>>> This almost works. ppl can see the queue, but only their own tickets,
>>> not ticket issued by others in the group. I need the group to be able
>>> to see all tickets in the queue. How do I do this?
>>>
>>> Palle
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Developer and Administrator training is coming to LA, DC and
>> Frankfurt this spring and summer.
>> http://bestpractical.com/services/training.html
>>
>> Sign up early, as class space is limited.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.






From bobg at uic.edu  Wed May 26 17:23:13 2004
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 26 May 2004 16:23:13 -0500
Subject: [rt-users] External Database? 
In-Reply-To: Your message of "Wed, 26 May 2004 12:39:31 PDT."
	<005d01c44359$2aa4a4c0$dcd975d8@shawn> 
Message-ID: <200405262123.i4QLNDvi029322@shark.cc.uic.edu>

>Content-Transfer-Encoding: 7bit
>
>Set($LookupSenderInExternalDatabase , 1);
>Set($SenderMustExistInExternalDatabase , 1);
>
>
>I am trying to use this feature... but I am not sure how you go about implemen
>ting this. Is there any docs/examples of this? We'd like to veryify the person
> sending the email against a MySQL database. From what i've seen in the archiv
>es, we'd probably have to write some code to do this, but if this is an LDAP e
>xample maybe it would help us...
>

   These flags are for web use, not email.  E.g. if you want your
   web users to use an ldap password instead of the internal RT password.

   RT does take the FROM email address and look it up in the RT
   database.  But since email is not authenticated, there's no
   additional benefit to looking up in ldap.

      bobg


From BrettB at hkusa.com  Wed May 26 17:45:47 2004
From: BrettB at hkusa.com (Brett Barnhart)
Date: Wed, 26 May 2004 16:45:47 -0500
Subject: [rt-users] RE: Retrieving mail from Outlook Server
Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507179CEB@EXCHANGE4>

Looking at rt-mailgate.in more closely, this looks more like a page on how
to set things up with testing scripts rather then the completed MDA file to
be used with fetchmail.

Does anyone have a sample file that I could use to jumpstart this? Getting
RT to suck in email to create new tickets is the last thing that we need to
set up.

Thanks!


From seans.lists at verizon.net  Wed May 26 17:48:59 2004
From: seans.lists at verizon.net (Sean McKay)
Date: Wed, 26 May 2004 14:48:59 -0700
Subject: [rt-users] How to setup FastCGI?
Message-ID: <20040526214900.CFTD27801.out008.verizon.net@smckay>

Hi All,

I'm installing RT3 on a clean RH box and I'd like to use FastCGI instead of
mod_perl--problem is, the docs are unclear to me as to whether I have to
install FastCGI into apache or just the perl module CGI::Fast or both...

At this point, based on list messages and other webpages I've found, I
believe that I need to install build Apache with FastCGI (I'll probably
follow the "manual" instructions that come in the FastCGI INSTALL document),
and then add the CGI::Fast module to my instance of Perl.

Can anyone confirm this is the way I should go?

Thanks,

--Sean



From mkalastro at soe.ucsc.edu  Wed May 26 18:14:22 2004
From: mkalastro at soe.ucsc.edu (Matthew Kalastro)
Date: Wed, 26 May 2004 15:14:22 -0700
Subject: [rt-users] RTFM error on create new article
Message-ID: 

I've just installed RTFM on top of a working RT 3.0.10 install.  It's
running on Solaris 8/perl 5.8.4/apache 1.3.31.  RT & other parts of RTFM
work fine.

However, I get the following error when I create a new article:

error:      RT::FM::Article::RefersTo Unimplemented in
HTML::Mason::Commands.
(/home/local/rt-3.0.10/share/html/RTFM/Article/Elements/EditLinks line
26)
context:    
...     
310:    }
311:    
312:    # These are the originals
313:    sub realwarn { CORE::warn(@_); }
314:    sub realdie { CORE::die(@_); }
315:    
316:    sub id {
317:    my $level = shift;
318:    my($pack,$file,$line,$sub) = caller($level);
...     
code stack:     /home/local/perl/lib/5.8.4/CGI/Carp.pm:314
/home/local/perl/lib/5.8.4/CGI/Carp.pm:385
/home/local/perl/lib/site_perl/5.8.4/DBIx/SearchBuilder/Record.pm:457
/home/local/rt-3.0.10/share/html/RTFM/Article/Elements/EditLinks:26
/home/local/rt-3.0.10/share/html/RTFM/Article/Edit.html:44
/home/local/rt-3.0.10/share/html/autohandler:196

Any ideas?

--
Matthew Kalastro
Webmaster, Baskin School of Engineering, UC Santa Cruz
http://engineering.ucsc.edu/
Baskin Engineering, rm 64A, UCSC, 1156 High St., SC, CA 95064
831.459.5354
Need help?  See 


From seph at directionless.org  Wed May 26 18:37:59 2004
From: seph at directionless.org (seph)
Date: Wed, 26 May 2004 18:37:59 -0400
Subject: [rt-users] Re: External Database?
In-Reply-To: <200405262123.i4QLNDvi029322@shark.cc.uic.edu> (Bob Goldstein's
	message of "Wed, 26 May 2004 16:23:13 -0500")
References: <200405262123.i4QLNDvi029322@shark.cc.uic.edu>
Message-ID: 

>>Set($LookupSenderInExternalDatabase , 1);
>>Set($SenderMustExistInExternalDatabase , 1);
>>
>>
>>I am trying to use this feature... but I am not sure how you go
>>about implemen ting this. Is there any docs/examples of this? We'd
>>like to veryify the person sending the email against a MySQL
>>database. From what i've seen in the archiv es, we'd probably have
>>to write some code to do this, but if this is an LDAP e xample maybe
>>it would help us...
>>
>
>    These flags are for web use, not email.  E.g. if you want your
>    web users to use an ldap password instead of the internal RT password.

I'm pretty sure these *are* email related flags. 

I don't have time to grovel the code, but I suspect you'd need to make
an overlay to use them.

seph


From i at mindlace.net  Thu May 27 01:29:02 2004
From: i at mindlace.net (emf)
Date: Thu, 27 May 2004 01:29:02 -0400
Subject: [rt-users] Approval before sending Correspondence
Message-ID: 

Hi, folks. At my last job we used RT a lot, and now I'm trying to get a 
client to use it.

The problem is their tickets often involve very touchy questions 
answered by volunteers... so we need to have some control over when 
things are sent out. There are a couple of ways I can think of to 
implement this; i'd appreciate feedback as to which is the most 
productive:

1.) Make a Reply only go out on Approval.
2.) Make a Reply only go out when some other custom property is set.
3.) Make it possible for a Comment to be turned into a Reply (and be 
sent).
4.) Minimally, add a pop-up "are you sure" to the Reply option via 
javascript.

All of these things (save the last) seem to involve blowing away the 
default Scrip for Correspondence and triggering a similar scrip on some 
other action.

Thanks in advance for any advice.
--
nothing can happen inside a sphere
that you could not inscribe upon it.
~mindlace        http://mindlace.net



From mixo at coza.net.za  Thu May 27 02:20:31 2004
From: mixo at coza.net.za (mixo)
Date: Thu, 27 May 2004 08:20:31 +0200
Subject: [rt-users] rtfm 2.0.4pre1 and rt
Message-ID: <40B588AF.1010105@coza.net.za>

RTFM when installed (under mysql),  adds 7 tables to RT's database,
which have names with the prefix "FM_". RTFM is installed in
'rtdir/share/html/RTFM' , along with the libs in 'rtdir/lib/RT/FM'. Is
there anything else that is added or changed when RTFM is installed? In
another way of asiking this would be, does RTFM interfere with RT
installation in any way, like changing Ticket?



From peter.jamrisko at advantel.cz  Thu May 27 05:23:15 2004
From: peter.jamrisko at advantel.cz (=?windows-1252?Q?Peter_Jamri=9Ako?=)
Date: Thu, 27 May 2004 11:23:15 +0200
Subject: [rt-users] perl upgrade
In-Reply-To: <40B4BD12.8060804@acronis.ru>
References: 
	<40B4B517.1090009@acronis.ru> <40B4B872.4060004@advantel.cz>
	<40B4BD12.8060804@acronis.ru>
Message-ID: <40B5B383.9040607@advantel.cz>

Hi,

I tried recompile perl (with -Dinc_version_list=none) on a test machine 
and now i cannot run urpm (and many more stuff probably too).
In this case I have to recompile vendor_perl modules too. And this could 
be very hard. In that directory are modules like: MDK,... and waht is 
bad, there are also binary modules under the /i386-linux-thread-multi 
(PAM, URPM, GTK). And probably i will need to search for sources for 
these modules and recompile them for new perl version. Am i right? I'm 
not sure if i find all of these sources.

Maybe i can compile perl without "-Dinc_version_list=none" (as i did it 
first time) and then recompile modules needed by RT only. These new 
modules should be then located under /usr/lib/perl5/site_perl/5.8.4/. I 
made a test. I installed HTML::Mason via cpan (with symlink 'perl' point 
to perl5.8.0) and second time with symlink point to perl5.8.4. In webmin 
now i can see 2 modules HTML::Mason, but each one is installed in 
different directory.
Then i checked with 'perl5.8.0 /usr/bin/perldoc -l HTML::Mason', i got: 
'/usr/lib/perl5/site_perl/5.8.0/HTML/Mason.pm'.
And with 'perl5.8.4 /usr/local/bin/perldoc -l HTML::Mason' i got 
'/usr/lib/perl5/site_perl/5.8.4/HTML/Mason.pm'.

Can i recompile the rest of modules in this way too?

I'm using RT 3.0.10 and there is only one reason for this upgrade, 
sometimes i got (with perl 5.8.0) these two errors:

[Mon May 24 14:00:40 2004] [error] [client 192.168.6.51] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon May 24 12:00:40 2004] 
[error]: Scrip 2 died. - Insecure dependency in eval while running 
setgid at /usr/lib/perl5/site_perl/5.8.0/Text/Template.pm line 319., 
referer: http://rt.advantel.cz/Ticket/Create.html?Queue=11

AND this

[Fri May 21 11:31:46 2004] [error] [client 192.168.6.15] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri May 21 09:31:46 2004] 
[error]: Do not know how to thaw data with code `F' at 
/usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm line 542, referer: 
http://rt.advantel.cz/Search/Listing.html?ClearRestrictions=1


Thanks.


Ruslan U. Zakirov wrote:

> Peter Jamri?ko wrote:
>
>> I think so:
>>
>> [root at fserver root]# perl5.8.4 -V
>
> [snip]
>
>>  @INC:
>>    /usr/local/lib/perl5/5.8.4/i386-linux-thread-multi
>>    /usr/local/lib/perl5/5.8.4
>>    /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
>>    /usr/lib/perl5/site_perl/5.8.4
>>    /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/5.8.4/i386-linux-thread-multi
>>    /usr/lib/perl5/vendor_perl/5.8.4
>>    /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
>
>
> Yes. You've mixed them. It's shouldn't be problem in theory, but it's 
> problem in real life.
>
> 1) You can rebuild perl:
> sh Configure '-des -Darchname=i386-linux -Dcc=gcc -Doptimize=-O2 
> -Dprefix=/usr/local -Dvendorprefix=/usr -Dsiteprefix=/usr 
> -Dman3ext=3pm -Dcf_by=Mandrakesoft -Dmyhostname=localhost 
> -Dperladmin=root at localhost -Dd_dosuid -Ud_csh -Duseshrplib 
> -Dusethreads -Dinc_version_list=none'
>
> I've added '-Dinc_version_list=none'. Original list I got from your 
> setup. You can get it too with `perl5.8.4 -V:config_args`
>
> then you should install all deps. rt-test-dependecies makes it easy.
>
> 2)
> Under i386-linux-thread-multi dirs there is all perl's binary parts. 
> Scan it for module names and rebuild that modules.
>
>         Best regards. Ruslan.




From pape-rt at inf.fu-berlin.de  Thu May 27 06:17:15 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 27 May 2004 12:17:15 +0200
Subject: [rt-users] rt3 bug: transaction order in Bulk.html
In-Reply-To: <2147483647.1080552704@eremix>
References: <2147483647.1080552704@eremix>
Message-ID: 

Hello Jesse,

--Am Montag, 29. M?rz 2004 9:31 Uhr +0200 schrieb Dirk Pape 
:

> if you resolve a ticket *and* write a correspondance with the
> search/Bulk.html page, then you get:
>
> 1. Ticket resolve
> 2. Correspondance added
> 3. Ticket auto opened
>
> this is different than in the standard Ticket/Update.html where you get
>
> 1. Correspondance added
> 2. Ticket resolved
>
> Latter is the thing I expect, So I changed the creation order of
> transactions in Bulk.html to be consistent with Update.html.

I Dont see this bug fixed in 3.0.11:



From Richard.Ellis at Sun.COM  Thu May 27 06:33:39 2004
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Thu, 27 May 2004 11:33:39 +0100
Subject: [rt-users] perl upgrade
In-Reply-To: <20040527101705.B2CF784C2C7@pallas.eruditorum.org>
References: <20040527101705.B2CF784C2C7@pallas.eruditorum.org>
Message-ID: <1085654016.32590.24.camel@sr-egmp03-08>

It's probably an odd question, but have you looked at autobundle?

We do it all the time when upgrading perl.

Simply go to command prompt and type perl -MCPAN -e shell and when it
comes up type autobundle.

It will then take a list of all the modules you have installed.

Install your new version of perl and then run
perl -MCPAN -e 'install xxxxxxxxxxxxxxxxxx'

where xxxxxxx is the name of your Snapshot file, dropping the .pm on the
end

e.g perl -MCPAN -e 'install Snapshot_2004_05_26_00'

as I am doing now

Rik

> 
> Message: 10
> Date: Thu, 27 May 2004 11:23:15 +0200
> From: Peter Jamri?ko 
> Subject: Re: [rt-users] perl upgrade
> To: "Ruslan U. Zakirov" 
> Cc: rt 
> Message-ID: <40B5B383.9040607 at advantel.cz>
> Content-Type: text/plain; charset=windows-1252; format=flowed
> 
> Hi,
> 
> I tried recompile perl (with -Dinc_version_list=none) on a test machine 
> and now i cannot run urpm (and many more stuff probably too).
> In this case I have to recompile vendor_perl modules too. And this could 
> be very hard. In that directory are modules like: MDK,... and waht is 
> bad, there are also binary modules under the /i386-linux-thread-multi 
> (PAM, URPM, GTK). And probably i will need to search for sources for 
> these modules and recompile them for new perl version. Am i right? I'm 
> not sure if i find all of these sources.
> 
> Maybe i can compile perl without "-Dinc_version_list=none" (as i did it 
> first time) and then recompile modules needed by RT only. These new 
> modules should be then located under /usr/lib/perl5/site_perl/5.8.4/. I 
> made a test. I installed HTML::Mason via cpan (with symlink 'perl' point 
> to perl5.8.0) and second time with symlink point to perl5.8.4. In webmin 
> now i can see 2 modules HTML::Mason, but each one is installed in 
> different directory.
> Then i checked with 'perl5.8.0 /usr/bin/perldoc -l HTML::Mason', i got: 
> '/usr/lib/perl5/site_perl/5.8.0/HTML/Mason.pm'.
> And with 'perl5.8.4 /usr/local/bin/perldoc -l HTML::Mason' i got 
> '/usr/lib/perl5/site_perl/5.8.4/HTML/Mason.pm'.
> 
> Can i recompile the rest of modules in this way too?
> 
> I'm using RT 3.0.10 and there is only one reason for this upgrade, 
> sometimes i got (with perl 5.8.0) these two errors:
> 
> [Mon May 24 14:00:40 2004] [error] [client 192.168.6.51] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon May 24 12:00:40 2004] 
> [error]: Scrip 2 died. - Insecure dependency in eval while running 
> setgid at /usr/lib/perl5/site_perl/5.8.0/Text/Template.pm line 319., 
> referer: http://rt.advantel.cz/Ticket/Create.html?Queue=11
> 
> AND this
> 
> [Fri May 21 11:31:46 2004] [error] [client 192.168.6.15] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri May 21 09:31:46 2004] 
> [error]: Do not know how to thaw data with code `F' at 
> /usr/lib/perl5/site_perl/5.8.0/FreezeThaw.pm line 542, referer: 
> http://rt.advantel.cz/Search/Listing.html?ClearRestrictions=1
> 
> 
> Thanks.
> 
> 
> Ruslan U. Zakirov wrote:
> 
> > Peter Jamriko wrote:
> >
> >> I think so:
> >>
> >> [root at fserver root]# perl5.8.4 -V
> >
> > [snip]
> >
> >>  @INC:
> >>    /usr/local/lib/perl5/5.8.4/i386-linux-thread-multi
> >>    /usr/local/lib/perl5/5.8.4
> >>    /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> >>    /usr/lib/perl5/site_perl/5.8.4
> >>    /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/5.8.4/i386-linux-thread-multi
> >>    /usr/lib/perl5/vendor_perl/5.8.4
> >>    /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
> >
> >
> > Yes. You've mixed them. It's shouldn't be problem in theory, but it's 
> > problem in real life.
> >
> > 1) You can rebuild perl:
> > sh Configure '-des -Darchname=i386-linux -Dcc=gcc -Doptimize=-O2 
> > -Dprefix=/usr/local -Dvendorprefix=/usr -Dsiteprefix=/usr 
> > -Dman3ext=3pm -Dcf_by=Mandrakesoft -Dmyhostname=localhost 
> > -Dperladmin=root at localhost -Dd_dosuid -Ud_csh -Duseshrplib 
> > -Dusethreads -Dinc_version_list=none'
> >
> > I've added '-Dinc_version_list=none'. Original list I got from your 
> > setup. You can get it too with `perl5.8.4 -V:config_args`
> >
> > then you should install all deps. rt-test-dependecies makes it easy.
> >
> > 2)
> > Under i386-linux-thread-multi dirs there is all perl's binary parts. 
> > Scan it for module names and rebuild that modules.
> >
> >         Best regards. Ruslan.




From cerion at open-works.co.uk  Thu May 27 07:46:04 2004
From: cerion at open-works.co.uk (Cerion Armour-Brown)
Date: Thu, 27 May 2004 13:46:04 +0200
Subject: [rt-users] redirecting mail...
Message-ID: <200405271346.04391.cerion@open-works.co.uk>

My company is still in the process of introducing RT3, and I'm predicting that 
our clients are going to sometimes mail internal personel directly, rather 
than RT.  This mail will have to be then 'redirected' (rather than forwarded) 
into RT on a per-email basis.  Redirecting it will allow the headers to 
remain (mostly) intact, which is good, but...
Is there a simple way to prevent scrips from running for these particular 
emails - I wouldn't want RT to respond to the 'requestor' in these cases.
Or do I have to add a condition for each relevant scrip:
e.g. if 'From' header contains 'by way of X' => don't run scrip, where X is a 
company email address, or something?

Thanks,
Cerion



From lists at flothow.de  Thu May 27 07:58:04 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Thu, 27 May 2004 13:58:04 +0200
Subject: [rt-users] Retrieving mail from Outlook Server
In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507179CDF@EXCHANGE4>
References: <2E8440B99F0D1B4F9D4F3099A3778FB507179CDF@EXCHANGE4>
Message-ID: <1C5A2206-AFD5-11D8-9D8B-000393B2BB20@flothow.de>

Am 26. Mai 2004 um 17:36 Uhr schrieb Brett Barnhart:
> 2) Again, using POP3
> "MDA returned nonzero status 127"
> "not flushed"
>
> 3) Trying IMAP, I get this error message (this is listed as a better 
> way to work with Server)
> "SIGPIPE thrown from an MDA or stream socket error"
> "socket error while fetching from (IP address)"
> Query status = 2 (SOCKET)

Looks like the error is in rt-mailgate, not in fetchmail. To verify 
this, run rt-mailgate directly and with debug output enabled: put a 
message (headers and all) in a file, then run something like
"c:/progra~1/ourInternet/common/perl/bin/perl.exe 
c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url 
http://localhost:8284/ --queue General --action correspond --debug < 
message.txt"

This should either create a ticket, or give some error output.


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From lists at flothow.de  Thu May 27 07:58:39 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Thu, 27 May 2004 13:58:39 +0200
Subject: [rt-users] RE: Retrieving mail from Outlook Server
In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507179CEB@EXCHANGE4>
References: <2E8440B99F0D1B4F9D4F3099A3778FB507179CEB@EXCHANGE4>
Message-ID: <30ED05AA-AFD5-11D8-9D8B-000393B2BB20@flothow.de>

Am 26. Mai 2004 um 23:45 Uhr schrieb Brett Barnhart:
> Looking at rt-mailgate.in more closely, this looks more like a page on 
> how
> to set things up with testing scripts rather then the completed MDA 
> file to be used with fetchmail.

You should look at it even more closely - the first 400 or so lines are 
test cases indeed, but then it says "=end testing" and that's where the 
actual script begins.


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From lists at flothow.de  Thu May 27 08:28:14 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Thu, 27 May 2004 14:28:14 +0200
Subject: [rt-users] Approval before sending Correspondence
In-Reply-To: 
References: 
Message-ID: <530920D0-AFD9-11D8-9D8B-000393B2BB20@flothow.de>

Am 27. Mai 2004 um 07:29 Uhr schrieb emf:
> The problem is their tickets often involve very touchy questions 
> answered by volunteers... so we need to have some control over when 
> things are sent out.

About how many people are allowed to approve answers?


> 1.) Make a Reply only go out on Approval.

Did you look at RT's approval mechanism? Maybe it can provide this 
functionality (I've never used it, though).


> 2.) Make a Reply only go out when some other custom property is set.

Well, you could probably write a custom scrip which checks some kind of 
approval flag, but I don't see much use in this as the approval flag 
had to be set before the reply is entered.


> 3.) Make it possible for a Comment to be turned into a Reply (and be 
> sent).

Modifying a transaction is against RT's principle of not changing 
history, so you'd have to repeat the content in a second transaction. 
As a low-tech implementation, copy'n'pasty would do (arguably, this 
could be considered a mere workaround).


> 4.) Minimally, add a pop-up "are you sure" to the Reply option via 
> javascript.

Probably the easiest to implement, but not very reliable as an 
increasing number of users disables JavaScript, either for security 
reasons (especially in corporate environments), or to avoid popups, 
self-resizing windows and other annoying 'features' clueless web 
designers come up with.


> All of these things (save the last) seem to involve blowing away the 
> default Scrip for Correspondence and triggering a similar scrip on 
> some other action.

Well, allowing for customization is the very purpose of the scrip 
system.


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From lists at flothow.de  Thu May 27 08:47:30 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Thu, 27 May 2004 14:47:30 +0200
Subject: [rt-users] How to setup FastCGI?
In-Reply-To: <20040526214900.CFTD27801.out008.verizon.net@smckay>
References: <20040526214900.CFTD27801.out008.verizon.net@smckay>
Message-ID: <03E5A344-AFDC-11D8-9D8B-000393B2BB20@flothow.de>

Am 26. Mai 2004 um 23:48 Uhr schrieb Sean McKay:
> I'm installing RT3 on a clean RH box and I'd like to use FastCGI 
> instead of mod_perl--problem is, the docs are unclear to me as to 
> whether I have to install FastCGI into apache or just the perl module 
> CGI::Fast or both...

Both, since each implements one side of the FastCGI protocol.


> At this point, based on list messages and other webpages I've found, I
> believe that I need to install build Apache with FastCGI (I'll probably
> follow the "manual" instructions that come in the FastCGI INSTALL 
> document),

Are you referring to mod_fastcgi from http://www.fastcgi.com ? In my 
experience, it works fine as a DSO, avoiding the trouble of rebuilding 
Apache entirely.


> and then add the CGI::Fast module to my instance of Perl.

Running rt-test-dependencies --with-fastcgi should tell you exactly 
which Perl modules you need.


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From girgen at pingpong.net  Thu May 27 10:53:57 2004
From: girgen at pingpong.net (Palle Girgensohn)
Date: Thu, 27 May 2004 16:53:57 +0200
Subject: [rt-users] How do I give a group the right to view a queue
In-Reply-To: 
References: <341600FCF583F27C2F1CEC47@rambutan.pingpong.net>
	<40B360BB.4020104@acronis.ru>
	
Message-ID: <62E7CDCEDF87E734A36825A4@palle.girgensohn.se>

Still trying to get this working, users are getting upset here... :(

What happens is that a user can view any ticket in the system by entering 
the number of the ticket and click "Goto ticket". But, there is *no way* to 
get a listing of the tickets in the queue. I've done all the steps 
according to the wiki text mentioned below, but all the users see when they 
log in are the tickets they requested only. The headers are:

RT Self Service
My open tickets

and under that a list of the user's open tickets. I'd like the user to have 
*all* tickets from this queue. Is it a bug related to RT & postgres?

I run FreeBSD 4.9, postgresql-7.4.2, rt 3.0.10, perl-5.8.3, fastcgi.

/Palle

--On onsdag, maj 26, 2004 22.08.00 +0200 Palle Girgensohn 
 wrote:

> --On tisdag, maj 25, 2004 19.05.31 +0400 "Ruslan U. Zakirov"
>  wrote:
>
>> Palle Girgensohn wrote:
>>> Hi!
>>>
>>> I can't get the rights right (heh). I want a group to have access to one
>>> queue. Now the group can view any ticket by using its number, but cannot
>>> get any listings. I've been through every setting and to me this seems
>>> like a bug. Only way is to make each user "priviliged", but that gives
>>> them access to too many things, really, and I also want to give the
>>> *group* access, not the individual users. See my mail from yesterday:
>> http://wiki.bestpractical.com/?Rights
>> http://wiki.bestpractical.com/?QueueSpecificRights
>> SeeQueue
>> ShowTicket
>
> Sorry, but this does not work at all, although it should. As you can see,
> most of it is already there as per my email below. I'm pretty sure it is
> a bug, perhaps with postgres & RT...
>
> /Palle
>
>
>>
>>>
>>>
>>>> Hi,
>>>>
>>>> I have a group of users that should be able to login and see one queue
>>>> only. They are in a user defined group, say it's named "testing".
>>>> Configuration -> Queues -> "QueueName" -> Groups Rights -> "testing"
>>>> has the following rights:
>>>>
>>>>  CommentOnTicket
>>>>  CreateTicket
>>>>  DeleteTicket
>>>>  ModifyTicket
>>>>  ReplyToTicket
>>>>  SeeQueue
>>>>  ShowTicket
>>>>  ShowTicketComments
>>>>  Watch
>>>>
>>>> This almost works. ppl can see the queue, but only their own tickets,
>>>> not ticket issued by others in the group. I need the group to be able
>>>> to see all tickets in the queue. How do I do this?
>>>>
>>>> Palle
>>>
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> RT Developer and Administrator training is coming to LA, DC and
>>> Frankfurt this spring and summer.
>>> http://bestpractical.com/services/training.html
>>>
>>> Sign up early, as class space is limited.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Developer and Administrator training is coming to LA, DC and Frankfurt
>> this spring and summer.
>> http://bestpractical.com/services/training.html
>>
>> Sign up early, as class space is limited.
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and Frankfurt
> this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.






From BrettB at hkusa.com  Thu May 27 10:56:13 2004
From: BrettB at hkusa.com (Brett Barnhart)
Date: Thu, 27 May 2004 09:56:13 -0500
Subject: [rt-users] Retrieving mail from Outlook Server
Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507179CF0@EXCHANGE4>

Thanks for the hint. Doing as you suggest does indeed create a ticket, which
suggests that rt-mailgate is OK.

Is there someway to debug rt-mailgate when used with Fetchmail as you do
below?

It is possible that the email has a different config when retrieved from the
exchange server versus when I save the email as a file and read it in.

> -----Original Message-----
> From: Sebastian Flothow [mailto:lists at flothow.de]
> Sent: Thursday, May 27, 2004 6:58 AM
> To: Brett Barnhart
> Cc: 'rt-users at lists.bestpractical.com'
> Subject: Re: [rt-users] Retrieving mail from Outlook Server
> 
> 
> Am 26. Mai 2004 um 17:36 Uhr schrieb Brett Barnhart:
> > 2) Again, using POP3
> > "MDA returned nonzero status 127"
> > "not flushed"
> >
> > 3) Trying IMAP, I get this error message (this is listed as 
> a better 
> > way to work with Server)
> > "SIGPIPE thrown from an MDA or stream socket error"
> > "socket error while fetching from (IP address)"
> > Query status = 2 (SOCKET)
> 
> Looks like the error is in rt-mailgate, not in fetchmail. To verify 
> this, run rt-mailgate directly and with debug output enabled: put a 
> message (headers and all) in a file, then run something like
> "c:/progra~1/ourInternet/common/perl/bin/perl.exe 
> c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url 
> http://localhost:8284/ --queue General --action correspond --debug < 
> message.txt"
> 
> This should either create a ticket, or give some error output.
> 
> 
> Sebastian
> 
> -- 
> Sebastian Flothow
> sebastian at flothow.de
> 
> Because it reverses the logical flow of conversation.
>  > Why is top posting frowned upon?
> 


From i at mindlace.net  Thu May 27 11:07:52 2004
From: i at mindlace.net (emf)
Date: Thu, 27 May 2004 11:07:52 -0400
Subject: [rt-users] How do I give a group the right to view a queue
In-Reply-To: <62E7CDCEDF87E734A36825A4@palle.girgensohn.se>
References: <341600FCF583F27C2F1CEC47@rambutan.pingpong.net>
	<40B360BB.4020104@acronis.ru>
	
	<62E7CDCEDF87E734A36825A4@palle.girgensohn.se>
Message-ID: 

On May 27, 2004, at 10:53, Palle Girgensohn wrote:

> Still trying to get this working, users are getting upset here... :(
>
> What happens is that a user can view any ticket in the system by 
> entering the number of the ticket and click "Goto ticket". But, there 
> is *no way* to get a listing of the tickets in the queue. I've done 
> all the steps according to the wiki text mentioned below, but all the 
> users see when they log in are the tickets they requested only.

I created a search for "Subject NOT LIKE faugh" and it showed me all my 
tickets; you should be able to bookmark that and give people the URL. 
If you want to make it queue specific, refine the search.
--
to do anything is to change everything.
~mindlace           http://mindlace.net



From jajohnson at fvi.net  Thu May 27 11:56:06 2004
From: jajohnson at fvi.net (Joe Johnson)
Date: Thu, 27 May 2004 10:56:06 -0500
Subject: [rt-users] RT-Bounce
Message-ID: <276601c44403$1ef12f90$4bc08740@FoxValley.net>

We had a bounced email show up in our RT queue this morning, and it caused
an unending loop.  I don't see any mention of problems in the documentation,
but I was wondering if it is common?  Is there a way to prevent it?

Thanks!

Sincerely,
Joe Johnson
Fox Valley Internet
jajohnson at fvi.net



From jesse at bestpractical.com  Thu May 27 12:24:51 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 May 2004 12:24:51 -0400
Subject: [rt-users] RT-Bounce
In-Reply-To: <276601c44403$1ef12f90$4bc08740@FoxValley.net>
References: <276601c44403$1ef12f90$4bc08740@FoxValley.net>
Message-ID: <20040527162451.GM27436@pallas.eruditorum.org>

It's not command RT _should_ detect such things and cope. Can you get us
an exact copy of the message with all headers intact?


On Thu, May 27, 2004 at 10:56:06AM -0500, Joe Johnson wrote:
> We had a bounced email show up in our RT queue this morning, and it caused
> an unending loop.  I don't see any mention of problems in the documentation,
> but I was wondering if it is common?  Is there a way to prevent it?
> 
> Thanks!
> 
> Sincerely,
> Joe Johnson
> Fox Valley Internet
> jajohnson at fvi.net
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 

-- 


From seans.lists at verizon.net  Thu May 27 12:34:59 2004
From: seans.lists at verizon.net (Sean McKay)
Date: Thu, 27 May 2004 09:34:59 -0700
Subject: [rt-users] Move from rt-win to rt
Message-ID: <20040527163500.YYLK5247.out014.verizon.net@smckay>

I'm trying to move from WinRT (nasty, nasty, nasty -- mysqld is using 700 MB
of memory!) to a fresh install on a linux box. I've dumped by database and
have imported it into the linux-RT. When I try to log in I don't get
anything -- no error, no nothing -- it just bounces me back to the login
page. 

Please tell me that the schema for RT-win and RT is the same...

Before importing the data I can login with the standard root,password
combination just fine...

Any thoughts?

Thanks!



From jajohnson at fvi.net  Thu May 27 12:37:23 2004
From: jajohnson at fvi.net (Joe Johnson)
Date: Thu, 27 May 2004 11:37:23 -0500
Subject: [rt-users] RT-Bounce
References: <276601c44403$1ef12f90$4bc08740@FoxValley.net>
	<20040527162451.GM27436@pallas.eruditorum.org>
Message-ID: <283d01c44408$e376b010$4bc08740@FoxValley.net>

I removed the config to stop it for happening again, but I'll try to see if
I can get it to repeat.  It may be a while.

Joe

----- Original Message ----- 
From: "Jesse Vincent" 
To: "Joe Johnson" 
Cc: 
Sent: Thursday, May 27, 2004 11:24 AM
Subject: Re: [rt-users] RT-Bounce


> It's not command RT _should_ detect such things and cope. Can you get us
> an exact copy of the message with all headers intact?
>
>
> On Thu, May 27, 2004 at 10:56:06AM -0500, Joe Johnson wrote:
> > We had a bounced email show up in our RT queue this morning, and it
caused
> > an unending loop.  I don't see any mention of problems in the
documentation,
> > but I was wondering if it is common?  Is there a way to prevent it?
> >
> > Thanks!
> >
> > Sincerely,
> > Joe Johnson
> > Fox Valley Internet
> > jajohnson at fvi.net
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Developer and Administrator training is coming to LA, DC and
Frankfurt this spring and summer.
> > http://bestpractical.com/services/training.html
> >
> > Sign up early, as class space is limited.
>
> -- 
>
>



From JChen at paymentone.com  Thu May 27 13:08:34 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Thu, 27 May 2004 10:08:34 -0700
Subject: [rt-users] Perl requirement for RT 3.0.11
Message-ID: <6D6E09D687772640AA41F009EB85FE0504374F@CPMAL00.corpnet.p1.local>

 
Hello All,
 
With RT 3.0.11 release, would be it best that I also upgrade perl 5.8.3 to 5.8.4 or just leave it alone?   I'm tilting toward leaving it along since it was a lot of trouble for me to upgrade from 5.8.0 with Redhat.
 
-Jonathan 
 
--------------------------------------------------------
 
This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. 
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From jesse at bestpractical.com  Thu May 27 15:11:07 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 May 2004 15:11:07 -0400
Subject: [rt-users] Perl requirement for RT 3.0.11
In-Reply-To: <6D6E09D687772640AA41F009EB85FE0504374F@CPMAL00.corpnet.p1.local>
References: <6D6E09D687772640AA41F009EB85FE0504374F@CPMAL00.corpnet.p1.local>
Message-ID: <20040527191107.GP27436@pallas.eruditorum.org>




On Thu, May 27, 2004 at 10:08:34AM -0700, Jonathan Chen wrote:
>  
> Hello All,
>  
> With RT 3.0.11 release, would be it best that I also upgrade perl 5.8.3 to 5.8.4 or just leave it alone?   I'm tilting toward leaving it along since it was a lot of trouble for me to upgrade from 5.8.0 with Redhat.

5.8.3 should be fine.


From ralf.hack at pipex.net  Thu May 27 17:16:59 2004
From: ralf.hack at pipex.net (Ralf Hack)
Date: Thu, 27 May 2004 22:16:59 +0100
Subject: [rt-users] RT-Bounce
In-Reply-To: <276601c44403$1ef12f90$4bc08740@FoxValley.net>
References: <276601c44403$1ef12f90$4bc08740@FoxValley.net>
Message-ID: <40B65ACB.6010805@pipex.net>

Hi,
    we had a similar problem with a AdminCC bouncing and the return 
message did not get filtered correctly -- creating another ticket with 
the AdminCC added by way of Queue-AdminCC. Nice, 800 tickets in 20 minutes.

    We believe (running 3.0.10) there is no check in RT::Ticket->Create 
that will filter out this. Although there is a module 
RT::EmailParser->CheckForSuspiciousSender() that will actually do just 
what we needed here.

    We decided to add the following test in RT::Ticket->Create(). It's 
not quite nice enough as really there should be a check not only for 
certain requestors that often bounce, but also Mail::RFC822::Address 
checked; I just check for length. I would much rather see this kind of 
check configurable through the RT_SiteConfig.pm though.

    # quick fix, just before calling RT::User->new() in 
RT::Ticket->Create().
    if ( $args{Requestor} =~ /(mailer-daemon|postmaster)/i || 
length($args{Requestor})<4 ) {
        return (0, 0,  "'$1' is not a valid requestor" );
    }


BTW: The Mail::RFC822::Address check, we decided to put into 
User->Create so that we can rely on the email address to be at least 
once checked when creating a new User (automatically or manually).


Hope this helps you too.

Ralf.

Joe Johnson wrote:

>We had a bounced email show up in our RT queue this morning, and it caused
>an unending loop.  I don't see any mention of problems in the documentation,
>but I was wondering if it is common?  Is there a way to prevent it?
>
>Thanks!
>
>Sincerely,
>Joe Johnson
>Fox Valley Internet
>jajohnson at fvi.net
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
>http://bestpractical.com/services/training.html
>
>Sign up early, as class space is limited. 
>  
>



From dsmith at sirocco.com.au  Thu May 27 18:27:50 2004
From: dsmith at sirocco.com.au (Danny Smith)
Date: Fri, 28 May 2004 08:27:50 +1000
Subject: [rt-users] RT-Win 3.0.10 fetchmail
Message-ID: <002001c44439$db8975a0$685aa8c0@sirocco.com.au>

Hi all,

Anyone know where the packaged fetchmail puts it's lock file?

Basically, I'm playing around with a small RT-Win (thanks to Autrijus
for porting this, it's very handy for us Windows folks!) install, and
after some fiddling now have almost everything going...  But the
included fetchmail doesn't like me.  Admittedly it's experimental!

Basically I'm getting a:

C:\Program Files\OurInternet\Common\fetchmail>FETCHM~1: starting
fetchmail 6.2.5  daemon
fetchmail: lock creation failed.

message on running 'rt-mailgate.lnk'. 

Incidentally, what's the best way of going about suggesting an addition
to Wiki page for the Windows port (or the included doco)?  I had no luck
at all getting it going until installing Cygwin...

Cheers,

Danny Smith



From stuart at krivis.com  Fri May 28 01:08:21 2004
From: stuart at krivis.com (Stuart Krivis)
Date: Fri, 28 May 2004 01:08:21 -0400
Subject: [rt-users] RT 3 and Debian :-)
Message-ID: <40B6C945.4040407@krivis.com>


I just did an install of RT 3 on Debian stable using the packages from 
testing. (See the entry by MiroJuricic in the FAQ.)

It was _very_ easy.

I had experience with RT 2 on RH 7.3 and that took quite a while to get 
everything sorted out and working.

This time, I went from a bare Debian install to a working RT system in a 
couple of hours. I did RT, RTFM, and the Statistics addon and it was a 
piece of cake.

I can highly recommend Debian for anyone looking to setup RT.

Kudos to Andrew Stribblehill and Stephen Quinney for preparing the 
Debian packages.




-- 

Stuart Krivis		stuart at krivis.com


From stuart at krivis.com  Fri May 28 01:20:58 2004
From: stuart at krivis.com (Stuart Krivis)
Date: Fri, 28 May 2004 01:20:58 -0400
Subject: [rt-users] RT3 custom OnCorrespond condition question
Message-ID: <40B6CC3A.3010702@krivis.com>


What I would like to do is have two different actions happen after a 
correspond, depending upon who enters the correspondence.

If a user who is a member of Group "Staff" enters correspondence, then I 
want one thing to happen. (Ticket Status changes to Stalled.)

If a user from "outside" the system creates correspondence, I want 
another action (Ticket Status changes to Open.)

The idea is that a tech enters correspondence on an Open ticket, and it 
changes to Stalled to indicate that we're waiting on a response. When 
the response comes back, the ticket changes to Open to indicate that the 
ball's in our court again.

Would you do this by having two types of On Correspond conditions, or by 
having an action that could do two things depending upon the type of user?

I looked around in the docs, the wiki, and the mailing lists and didn't 
see anything that rang any bells for me.



-- 

Stuart Krivis		stuart at krivis.com


From dsmith at sirocco.com.au  Fri May 28 01:35:27 2004
From: dsmith at sirocco.com.au (Danny Smith)
Date: Fri, 28 May 2004 15:35:27 +1000
Subject: [rt-users] RT-Win 3.0.10 fetchmail
Message-ID: <001101c44475$9885e270$685aa8c0@sirocco.com.au>

Thanks to a list user, got this one sorted out with NT filemon.

It lives in the cygwin home directory for the user trying to run
fetchmail, if anyone else runs into the same issue.

Cheers,

Danny

> -----Original Message-----
> From: Danny Smith [mailto:dsmith at sirocco.com.au]
> Sent: Friday, 28 May 2004 8:28 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT-Win 3.0.10 fetchmail
> 
> 
> Hi all,
> 
> Anyone know where the packaged fetchmail puts it's lock file?
> 
> Basically, I'm playing around with a small RT-Win (thanks to
> Autrijus for porting this, it's very handy for us Windows 
> folks!) install, and after some fiddling now have almost 
> everything going...  But the included fetchmail doesn't like 
> me.  Admittedly it's experimental!
> 
> Basically I'm getting a:
> 
> C:\Program Files\OurInternet\Common\fetchmail>FETCHM~1:
> starting fetchmail 6.2.5  daemon
> fetchmail: lock creation failed.
> 
> message on running 'rt-mailgate.lnk'.
> 
> Incidentally, what's the best way of going about suggesting
> an addition to Wiki page for the Windows port (or the 
> included doco)?  I had no luck at all getting it going until 
> installing Cygwin...
> 
> Cheers,
> 
> Danny Smith
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC
> and Frankfurt this spring and summer. 
> http://bestpractical.com/services/training.htm> l
> 
> Sign up
> early, as class space is limited. 
> 



From jesse at bestpractical.com  Fri May 28 01:32:36 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 28 May 2004 01:32:36 -0400
Subject: [rt-users] Online Documentation for the RT API (RT::OnlineDocs 0.02)
Message-ID: <20040528053236.GZ27436@pallas.eruditorum.org>

RT::OnlineDocs adds a "Developer Documentation" menu to the RT user interface.
This tool provides a browsable user interface to the RT API documentation for
the running RT instance. I'm indebted to Autrijus Tang who contributed the
first version of this code.

Be sure to stop and start your webserver to fully enable this RT extension.

By tomorrow morning, you'll be able to download it from
http://search.cpan.org/~jesse

    Best,

    Jesse Vincent
    
    Best Practical Solutions, LLC

-- 


From mh+rt-users at zugschlus.de  Fri May 28 02:33:21 2004
From: mh+rt-users at zugschlus.de (Marc Haber)
Date: Fri, 28 May 2004 08:33:21 +0200
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <40B6C945.4040407@krivis.com>
References: <40B6C945.4040407@krivis.com>
Message-ID: <20040528063321.GA14376@torres.ka0.zugschlus.de>

On Fri, May 28, 2004 at 01:08:21AM -0400, Stuart Krivis wrote:
> I just did an install of RT 3 on Debian stable using the packages from 
> testing.

Installing request-tracker3 from testing on a stable system pulls in
perl from testing which in turn pulls in libc6 from testing. So you
currently have a system that combines the disadvantages of Debian
stable (being grossly outdated being one of them) and Debian testing
(where "no security updates - packages with security updates might not
be updated for months if their dependencies are not satisfied" is one
of the most prominent ones).

As a Debian developer, I'd like to strongly discourage that kind of
setup on a production setup.

Since rt3 wants to see perl 5.8, it is currently not possible to run
rt3 on Debian stable without serious security implications.

> I can highly recommend Debian for anyone looking to setup RT.

Unfortunately, I cannot concur with you.

Greetings
Marc Haber, Debian Developer

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


From peter.jamrisko at advantel.cz  Fri May 28 03:36:24 2004
From: peter.jamrisko at advantel.cz (=?ISO-8859-2?Q?Peter_Jamri=B9ko?=)
Date: Fri, 28 May 2004 09:36:24 +0200
Subject: [rt-users] insecure dependency
Message-ID: <40B6EBF8.3080403@advantel.cz>

Hi,

I have installed rt 3.0.10, apache 2-2.0.47, perl5.8.0, 
mod_fastcgi-2.4.2 on mandrake 9.1. The following error sometimes appears 
in /var/log/httpd/rterror.log:
It looks that autoreplay message (scrip 2) wasn't sent to the requestor.

[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu May 27 17:48:57 2004] 
[error]: Scrip 2 died. - Insecure dependency in eval while running 
setgid at /usr/lib/perl5/site_perl/5.8.0/Text/Template.pm line 319.
[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:
[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/usr/lib/perl5/site_perl/5.8.0/Text/Template.pm:319]
[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Template_Overlay.pm:395]
[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Template_Overlay.pm:315]
[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Action/SendEmail.pm:210]
[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:199]
[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Scrip_Overlay.pm:402]
[Thu May 27 19:48:57 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Scrip_Overlay.pm:345]
[Thu May 27 19:48:59 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Scrips_Overlay.pm:196]
[Thu May 27 19:48:59 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Transaction_Overlay.pm:118]
[Thu May 27 19:48:59 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3810]
[Thu May 27 19:48:59 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Ticket_Overlay.pm:629]
[Thu May 27 19:48:59 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/lib/RT/Interface/Email.pm:670]
[Thu May 27 19:48:59 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:   
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31]
[Thu May 27 19:48:59 2004] [error] [client 192.168.6.3] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr:  
(/opt/rt3/lib/RT/Scrip_Overlay.pm:371)


This is part of /var/log/syslog:

May 27 19:48:56 fserver postfix/smtpd[3209]: connect from 
maingate.mydomain.tld[192.168.6.1]
May 27 19:48:56 fserver postfix/smtpd[3209]: DEFEF10051: 
client=maingate.mydomain.tld[192.168.6.1]
May 27 19:48:56 fserver postfix/cleanup[3213]: DEFEF10051: 
message-id=<41109-220045225162740705 at pc>
May 27 19:48:56 fserver postfix/nqmgr[1840]: DEFEF10051: 
from=, size=8975, nrcpt=1 (queue active)
May 27 19:48:56 fserver postfix/smtpd[3209]: disconnect from 
maingate.mydomain.tld[192.168.6.1]
May 27 19:48:57 fserver RT: Converting 'windows-1250' to 'utf-8' for 
text/plain -  
May 27 19:48:57 fserver RT: Guessed encoding: ascii 
May 27 19:48:57 fserver RT: Guessed encoding: ascii 
May 27 19:48:57 fserver RT: Scrip 2 died. - Insecure dependency in eval 
while running setgid at /usr/lib/perl5/site_perl/5.8.0/Text/Template.pm 
line 319.  Stack:   
[/usr/lib/perl5/site_perl/5.8.0/Text/Template.pm:319]   
[/opt/rt3/lib/RT/Template_Overlay.pm:395]   
[/opt/rt3/lib/RT/Template_Overlay.pm:315]   
[/opt/rt3/lib/RT/Action/SendEmail.pm:210]   
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:199]   
[/opt/rt3/lib/RT/Scrip_Overlay.pm:402]   
[/opt/rt3/lib/RT/Scrip_Overlay.pm:345]   
[/opt/rt3/lib/RT/Scrips_Overlay.pm:196]   
[/opt/rt3/lib/RT/Transaction_Overlay.pm:118]   
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3810]   
[/opt/rt3/lib/RT/Ticket_Overlay.pm:629]   
[/opt/rt3/lib/RT/Interface/Email.pm:670]   
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31]  
(/opt/rt3/lib/RT/Scrip_Overlay.pm:371) 
May 27 19:48:58 fserver RT: 
 #345/1999 - Scrip 3  
(/opt/rt3/lib/RT/Action/SendEmail.pm:92) 
May 27 19:48:58 fserver postfix/pickup[3207]: 7BD3F10053: uid=72 
from=
May 27 19:48:58 fserver postfix/cleanup[3213]: 7BD3F10053: 
message-id=
May 27 19:48:58 fserver RT: 
 sent To:  Cc:  Bcc: 
callcenter at mydomain.tld (/opt/rt3/lib/RT/Action/SendEmail.pm:302) 
May 27 19:48:58 fserver postfix/nqmgr[1840]: 7BD3F10053: 
from=, size=8506, nrcpt=1 (queue active)
May 27 19:48:58 fserver postfix/smtp[3221]: 7BD3F10053: 
to=, relay=mydomain.tld[192.168.6.1], delay=0, 
status=sent (250 ok 1085680146 qp 10757)
May 27 19:48:58 fserver RT: 
 #345/1999 - Scrip 16 
Notify Owner (/opt/rt3/lib/RT/Action/SendEmail.pm:92) 
May 27 19:48:59 fserver RT: 
  No recipients found. 
Not sending.  (/opt/rt3/lib/RT/Action/SendEmail.pm:257) 
May 27 19:48:59 fserver RT: Ticket 345 created in queue 'General' by 
dxs at seznam.cz (/opt/rt3/lib/RT/Ticket_Overlay.pm:640) 
May 27 19:48:59 fserver postfix/local[3217]: DEFEF10051: 
to=, relay=local, delay=3, status=sent 
("|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url 
http://rt.mydomain.tld")

Maybe it relates to charset encoding or incorrect autoresponse template.

Thanks for any help.

Peter.











From dag at dynasim.se  Fri May 28 03:51:19 2004
From: dag at dynasim.se (Dag Bruck)
Date: Fri, 28 May 2004 09:51:19 +0200
Subject: [rt-users] Empty requestor/subject in ticket AND RT:
	Encode::Guess failed
Message-ID: <200405280751.i4S7pJu26006@net.dynasim.se>

Can anyone PLEASE help me with the problems I mailed to the
list on May 26, PLEASE?  RT is great, but this is about to
break me.

I have Perl 5.8.4, latest Apache and mod_perl, and the install went
just fine.  I have RT 3.0.10 and installed all Perl modules it needs.

I now get an error in Encode::Guess and tickets loose subject and
requestor. Attachements and the message text is just fine.

Dag Bruck
Dynasim AB, Sweden


From Travis_Niedens at redlands.edu  Fri May 28 04:38:07 2004
From: Travis_Niedens at redlands.edu (Niedens, Travis)
Date: Fri, 28 May 2004 01:38:07 -0700
Subject: [rt-users] RT 3.0.11 for Winders
Message-ID: <30D0F22BE0464E4F98580F12FD65D7A8343CEF@exch.redlands.edu>

Dare I ask when this will be out?  Will there be any newly added features?

Thanks,
Travis Niedens


From jamie.baddeley at fx.net.nz  Fri May 28 04:56:10 2004
From: jamie.baddeley at fx.net.nz (jamie.baddeley at fx.net.nz)
Date: Fri, 28 May 2004 20:56:10 +1200
Subject: [rt-users] problems with mailgate
Message-ID: <1085734570.19886.33.camel@munter>

Hi,

I have had rt pretty running happily for a couple of months now. Then,
today, mailgate stopped working, with exim complaining:

2004-05-28 20:00:01 1BTcHO-0000Ho-00 ** |/usr/bin/rt-mailgate --queue
General --action correspond --debug --url http://crm.fx.net.nz
 D=rt_aliases T=address_pipe: Child process of
address_pipe transport (running command "/usr/bin/rt-mailgate --queue
General --action correspond --debug --url http://crm.fx.net.nz") was
terminated by signal 9 (Killed)

Exim spat this back at me - It said (via email):

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

System error

error:
Error in tempdir() using XXXXXXXXXX: Parent directory (.) is not
writable at /usr/share/request-tracker3/lib/RT/EmailParser.pm line 595

context:
...
82:     # whether they should generate a full stack trace (confess() and
cluck())
83:     # or simply report the caller's package (croak() and carp()),
respectively.
84:     # confess() and croak() die, carp() and cluck() warn.
85:
86:     sub croak { die shortmess @_ }
87:     sub confess { die longmess @_ }
88:     sub carp { warn shortmess @_ }
89:     sub cluck { warn longmess @_ }
90:
...
code stack:     /usr/share/perl/5.8/Carp.pm:86
/usr/share/perl/5.8/File/Temp.pm:1360
/usr/share/request-tracker3/lib/RT/EmailParser.pm:595
/usr/share/request-tracker3/lib/RT/EmailParser.pm:233
/usr/share/request-tracker3/lib/RT/EmailParser.pm:177
/usr/share/request-tracker3/lib/RT/Interface/Email.pm:443
/usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:31

I'm flummoxed. I didn't do anything AFAIK. 

Has anyone seen anything like this - did you find a resolution?

jamie



From autrijus at autrijus.org  Fri May 28 05:24:40 2004
From: autrijus at autrijus.org (Autrijus Tang)
Date: Fri, 28 May 2004 17:24:40 +0800
Subject: [rt-users] RT 3.0.11 for Winders
In-Reply-To: <30D0F22BE0464E4F98580F12FD65D7A8343CEF@exch.redlands.edu>
References: <30D0F22BE0464E4F98580F12FD65D7A8343CEF@exch.redlands.edu>
Message-ID: <20040528092440.GA80094@aut.dyndns.org>

On Fri, May 28, 2004 at 01:38:07AM -0700, Niedens, Travis wrote:
> Dare I ask when this will be out?

I plan to do a RC first this weekend, followed by a stable release
on the next weekend if RC goes well.

> Will there be any newly added features?

For Tabbed UI, there will be lots of approval and delegate-related
features, and with additional performance tunings.  The Classic UI
follow the official release.

Thanks,
/Autrijus/
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From thomas.herrmann at teleteach.net  Fri May 28 05:45:52 2004
From: thomas.herrmann at teleteach.net (Thomas Herrmann)
Date: Fri, 28 May 2004 11:45:52 +0200 (CEST)
Subject: [rt-users] Scrip to do action based on Request Subject
Message-ID: <46216.212.11.226.33.1085737552.squirrel@webmail.teleteach.de>

Hello there,

i am trying to implement a custom scrip that does things based on the ticket
subject.

The main thing should be that a ticket with the given substring "[mailscan]"
should be moved to another queue and immediately be resolved on creation (via
the mailgate).

Is this possible with the custom condition and custom action fields of the
configuration UI or do i have to hack some perl code on the server for this?

Thanks a lot for your help!

Thomas Herrmann



From Nick.Bown at fundshub.com  Fri May 28 06:33:07 2004
From: Nick.Bown at fundshub.com (Nick Bown)
Date: Fri, 28 May 2004 11:33:07 +0100
Subject: [rt-users] FastCGI and suExec problems
Message-ID: 

Hello,

I'm running RT 3.0.11 on a Solaris 9 server with Apache 2.0.49, Perl
5.8.3 and FastCGI. My users seem to be getting the:

error: Insecure dependency in eval while running with -T switch at
/usr/local/lib/perl5/5.8.3/Locale/Maketext/Guts.pm line 247.

error constantly at the moment so I have tried to get the suExec wrapper
working with the mason_handler on the httpd.conf file:

FastCgiIpcDir /tmp/fastcgi
FastCgiWrapper /usr/local/apache2/bin/suexec
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300
-processes 6

But I now get the following error when I restart Apache:

[Fri May 28 10:42:52 2004] [notice] SIGHUP received.  Attempting to
restart
[Fri May 28 10:42:52 2004] [notice] FastCGI: wrapper mechanism enabled
(wrapper: /usr/local/apache2/bin/suexec)
[Fri May 28 10:42:52 2004] [notice] FastCGI: process manager initialized
(pid 15052)
[Fri May 28 10:42:52 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" (uid 102, gid 60001) started (pid
15053)
[Fri May 28 10:42:52 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" (pid 15053) terminated by calling exit
with status '103'
[Fri May 28 10:42:52 2004] [notice] Apache configured -- resuming normal
operations
[Fri May 28 10:42:53 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" (uid 102, gid 60001) started (pid
15064)
[Fri May 28 10:42:53 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" (pid 15064) terminated by calling exit
with status '103'
[Fri May 28 10:42:54 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" (uid 102, gid 60001) started (pid
15065)
[Fri May 28 10:42:54 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" (pid 15065) terminated by calling exit
with status '103'
[Fri May 28 10:42:55 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" (uid 102, gid 60001) started (pid
15071)
[Fri May 28 10:42:55 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" (pid 15071) terminated by calling exit
with status '103'
[Fri May 28 10:42:55 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to
600 seconds
[Fri May 28 10:42:55 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to
600 seconds
[Fri May 28 10:42:55 2004] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to
600 seconds

which means that Tracker falls over in a heap. (uid 102 is the apache
user, apache and gid 60001 is the nobody group).

Does anyone have any ideas on what I'm missing from my config?

Cheers,

Nick





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From cerion at open-works.co.uk  Fri May 28 07:12:44 2004
From: cerion at open-works.co.uk (Cerion Armour-Brown)
Date: Fri, 28 May 2004 13:12:44 +0200
Subject: [rt-users] redirecting mail...
In-Reply-To: 
References: 
Message-ID: <200405281312.44023.cerion@open-works.co.uk>

On Friday 28 May 2004 03:34, asterr wrote:
> When we bounce mail into RT, we let the scripts run.  This generates the
> appropriate auto-reply to the requestor.  Then, actual replies are done
> through RT.
>
> -Aaron

Thanks - this makes absolute sense... wasn't thinking straight!
Cerion



>
> On Thu, 27 May 2004, Cerion Armour-Brown wrote:
> > My company is still in the process of introducing RT3, and I'm predicting
> > that our clients are going to sometimes mail internal personel directly,
> > rather than RT.  This mail will have to be then 'redirected' (rather than
> > forwarded) into RT on a per-email basis.  Redirecting it will allow the
> > headers to remain (mostly) intact, which is good, but...
> > Is there a simple way to prevent scrips from running for these particular
> > emails - I wouldn't want RT to respond to the 'requestor' in these cases.
> > Or do I have to add a condition for each relevant scrip:
> > e.g. if 'From' header contains 'by way of X' => don't run scrip, where X
> > is a company email address, or something?
> >
> > Thanks,
> > Cerion



From cubic at acronis.ru  Fri May 28 07:47:35 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 28 May 2004 15:47:35 +0400
Subject: [rt-users] Scrip to do action based on Request Subject
In-Reply-To: <46216.212.11.226.33.1085737552.squirrel@webmail.teleteach.de>
References: <46216.212.11.226.33.1085737552.squirrel@webmail.teleteach.de>
Message-ID: <40B726D7.6070404@acronis.ru>

Thomas Herrmann wrote:
> Hello there,
> 
> i am trying to implement a custom scrip that does things based on the ticket
> subject.
> 
> The main thing should be that a ticket with the given substring "[mailscan]"
> should be moved to another queue and immediately be resolved on creation (via
> the mailgate).
> 
> Is this possible with the custom condition and custom action fields of the
> configuration UI or do i have to hack some perl code on the server for this?

IMHO this is possible with scrip.
> 
> Thanks a lot for your help!
> 
> Thomas Herrmann
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 



From cubic at acronis.ru  Fri May 28 07:56:57 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 28 May 2004 15:56:57 +0400
Subject: [rt-users] problems with mailgate
In-Reply-To: <1085734570.19886.33.camel@munter>
References: <1085734570.19886.33.camel@munter>
Message-ID: <40B72909.8070408@acronis.ru>

Jamie, RT has problems in old versions with cleanning tmp files, may be 
your tmp partition run out of free space?


jamie.baddeley at fx.net.nz wrote:
> Hi,
> 
> I have had rt pretty running happily for a couple of months now. Then,
> today, mailgate stopped working, with exim complaining:
> 
> 2004-05-28 20:00:01 1BTcHO-0000Ho-00 ** |/usr/bin/rt-mailgate --queue
> General --action correspond --debug --url http://crm.fx.net.nz
>  D=rt_aliases T=address_pipe: Child process of
> address_pipe transport (running command "/usr/bin/rt-mailgate --queue
> General --action correspond --debug --url http://crm.fx.net.nz") was
> terminated by signal 9 (Killed)
> 
> Exim spat this back at me - It said (via email):
> 
> RT server error. The RT server which handled your email did not behave
> as expected. It said: 
> 
> System error
> 
> error:
> Error in tempdir() using XXXXXXXXXX: Parent directory (.) is not
> writable at /usr/share/request-tracker3/lib/RT/EmailParser.pm line 595
> 
> context:
> ...
> 82:     # whether they should generate a full stack trace (confess() and
> cluck())
> 83:     # or simply report the caller's package (croak() and carp()),
> respectively.
> 84:     # confess() and croak() die, carp() and cluck() warn.
> 85:
> 86:     sub croak { die shortmess @_ }
> 87:     sub confess { die longmess @_ }
> 88:     sub carp { warn shortmess @_ }
> 89:     sub cluck { warn longmess @_ }
> 90:
> ...
> code stack:     /usr/share/perl/5.8/Carp.pm:86
> /usr/share/perl/5.8/File/Temp.pm:1360
> /usr/share/request-tracker3/lib/RT/EmailParser.pm:595
> /usr/share/request-tracker3/lib/RT/EmailParser.pm:233
> /usr/share/request-tracker3/lib/RT/EmailParser.pm:177
> /usr/share/request-tracker3/lib/RT/Interface/Email.pm:443
> /usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:31
> 
> I'm flummoxed. I didn't do anything AFAIK. 
> 
> Has anyone seen anything like this - did you find a resolution?
> 
> jamie
> 


From lists at flothow.de  Fri May 28 07:13:26 2004
From: lists at flothow.de (Sebastian Flothow)
Date: Fri, 28 May 2004 13:13:26 +0200
Subject: [rt-users] Retrieving mail from Outlook Server
In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507179CF0@EXCHANGE4>
References: <2E8440B99F0D1B4F9D4F3099A3778FB507179CF0@EXCHANGE4>
Message-ID: <0A3F43ED-B098-11D8-9D8B-000393B2BB20@flothow.de>

Am 27. Mai 2004 um 16:56 Uhr schrieb Brett Barnhart:
> Doing as you suggest does indeed create a ticket, which
> suggests that rt-mailgate is OK.

Does it provide any interesting output?


> Is there someway to debug rt-mailgate when used with Fetchmail as you 
> do
> below?

You can add the --debug option to the rt-mailgate call in 
rt-mailgate.conf and see if you get more useful output when running 
fetchmail.

Otherwise, you could have fetchmail output the retrieved message to a 
file, which you can examine afterwards.


Sebastian

-- 
Sebastian Flothow
sebastian at flothow.de

Because it reverses the logical flow of conversation.
 > Why is top posting frowned upon?



From elacour at easter-eggs.com  Fri May 28 10:44:50 2004
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 28 May 2004 16:44:50 +0200
Subject: [rt-users] Limit on queues display
Message-ID: <20040528144449.GG27386@easter-eggs.com>


Hi,

I've got a QuickSearch wich show me only queues with respective
new,open,reolved,stalled and rejected tickets count.

I've got a lot of queues... and I would like to print only queues with
at least 1 ticket new or open or stalled.

I did a quick hack on Quicksearch to do this:

     $Tickets->ClearRestrictions;
     $Tickets->LimitStatus(VALUE => "open");
     $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');
     my $open = $Tickets->Count();

     $Tickets->ClearRestrictions;
     $Tickets->LimitStatus(VALUE => "new");
     $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');
     my $new = $Tickets->Count();

     $Tickets->ClearRestrictions;
     $Tickets->LimitStatus(VALUE => "stalled");
     $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');
     my $stalled = $Tickets->Count();

     next if ($new == 0 && $open == 0 && $stalled == 0);



But this way is slow because the limit occur in perl, not in sql I think...

Is there a way to do this directly with somethink like a $Queue ->Limit??? statement.
(I think it could be better because SearchBuilder will do a more efficient job)

Thanks for any help.

-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From BrettB at hkusa.com  Fri May 28 10:59:16 2004
From: BrettB at hkusa.com (Brett Barnhart)
Date: Fri, 28 May 2004 09:59:16 -0500
Subject: [rt-users] Retrieving mail from Outlook Server
Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507179D10@EXCHANGE4>

Interesting, when I dump the email to a file and then try to read it in, it
succeeds, but the requestor, subject, etc don't come through.

The email in the file looks like
MAIL FROM: BrettB at hkusa.com
 RCPT TO: BrettB at localhost
 DATA 
Received: from xxx.xxx.xxx.xxx [xxx.xxx.xxx.xxx] 	
  by localhost with POP3 (fetchmail-6.2.5) 	
  for BrettB at localhost (single-drop); Fri, 28 May 2004 09:48:36 -0500 (CDT) 
Received: by EXCHANGE4  	
id <01C444C2.57574DA0 at EXCHANGE4>; Fri, 28 May 2004 09:44:55 -0500 
Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507179D0E at EXCHANGE4> 
From: Brett Barnhart  
To: rtadmin RT Testing  
Subject: test again 
Date: Fri, 28 May 2004 09:44:55 -0500 
MIME-Version: 1.0 
Content-Type: text/plain; 	
charset="iso-8859-1"  
Another test 
.

The only thing created in the rt is
Another test
.


So, it looks like things aren't be parsed out correctly.

If I remove all the header information down to 'From:' it works correctly.

> -----Original Message-----
> From: Sebastian Flothow [mailto:lists at flothow.de]
> Sent: Friday, May 28, 2004 6:13 AM
> To: Brett Barnhart
> Cc: 'rt-users at lists.bestpractical.com'
> Subject: Re: [rt-users] Retrieving mail from Outlook Server
> 
> 
> Am 27. Mai 2004 um 16:56 Uhr schrieb Brett Barnhart:
> > Doing as you suggest does indeed create a ticket, which
> > suggests that rt-mailgate is OK.
> 
> Does it provide any interesting output?
> 
> 
> > Is there someway to debug rt-mailgate when used with 
> Fetchmail as you 
> > do
> > below?
> 
> You can add the --debug option to the rt-mailgate call in 
> rt-mailgate.conf and see if you get more useful output when running 
> fetchmail.
> 
> Otherwise, you could have fetchmail output the retrieved message to a 
> file, which you can examine afterwards.
> 
> 
> Sebastian
> 
> -- 
> Sebastian Flothow
> sebastian at flothow.de
> 
> Because it reverses the logical flow of conversation.
>  > Why is top posting frowned upon?
> 


From cubic at acronis.ru  Fri May 28 11:01:16 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 28 May 2004 19:01:16 +0400
Subject: [rt-users] Limit on queues display
In-Reply-To: <20040528144449.GG27386@easter-eggs.com>
References: <20040528144449.GG27386@easter-eggs.com>
Message-ID: <40B7543C.3070700@acronis.ru>

Emmanuel Lacour wrong:
> Hi,
> 
> I've got a QuickSearch wich show me only queues with respective
> new,open,reolved,stalled and rejected tickets count.
> 
> I've got a lot of queues... and I would like to print only queues with
> at least 1 ticket new or open or stalled.
> 
> I did a quick hack on Quicksearch to do this:
> 
You can do it in one select:
       $Tickets->ClearRestrictions;
       $Tickets->LimitStatus(VALUE => "open");
       $Tickets->LimitStatus(VALUE => "new");
       $Tickets->LimitStatus(VALUE => "stalled");
       $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');
       next unless( $Tickets->Count() );
>      $Tickets->ClearRestrictions;
>      $Tickets->LimitStatus(VALUE => "open");
>      $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');
>      my $open = $Tickets->Count();
> 
>      $Tickets->ClearRestrictions;
>      $Tickets->LimitStatus(VALUE => "new");
>      $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');
>      my $new = $Tickets->Count();
> 
>      $Tickets->ClearRestrictions;
>      $Tickets->LimitStatus(VALUE => "stalled");
>      $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');
>      my $stalled = $Tickets->Count();
> 
> 
> But this way is slow because the limit occur in perl, not in sql I think...

You think wrong. Limit* is perl subs which push conditions on stack and 
only when you call Count or some fetch op(First, Next...) RT/DBIx::SB 
generate SQL query that fetch info from DB.

> 
> Is there a way to do this directly with somethink like a $Queue ->Limit??? statement.
> (I think it could be better because SearchBuilder will do a more efficient job)
No way, since Queue table doesn't contain info about amount of tickets. 
Most efficient way is GROUP BY with COUNT(), but DBIx::SB doesn't 
support it yet.

> 
> Thanks for any help.
> 

				Best regards. Ruslan.


From les at futuresource.com  Fri May 28 11:04:22 2004
From: les at futuresource.com (Les Mikesell)
Date: Fri, 28 May 2004 10:04:22 -0500
Subject: [rt-users] Spam management?
Message-ID: <1085756661.6889.22.camel@moola.futuresource.com>

We get about a thousand spam messages a month to addresses like
support at our_domain which, of course, go into RT queues.  Our email
system does site-wide scanning with MimeDefang/SpamAssassin but
because the identification isn't perfect we just tag messages
with a special header instead of discarding at that level.  Our
webmaster alias is handled by the mailman list manager which has
a nifty feature where it can hold messages for approval based on
certain criteria including header contents so only one person has
to wade through looking for false positives and the rejected items
don't clutter the archives.  Has anyone worked out a similar scheme
with RT to require approval on tagged email before allowing it to
go into a queue?  Because of performance problems with large RT
databases I'd prefer to avoid adding the contents and especially
auto-creating the sender as a user as you would have to do if you
just divert into a spam queue (unless there is some way to really
delete the rejected contents).  I suppose it would work to send email
through a mailman list with the RT address as the only member but
that seems pretty cumbersome just to get an approval mechanism.

---
  Les Mikesell
    les at futuresource.com




From elacour at easter-eggs.com  Fri May 28 11:08:20 2004
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 28 May 2004 17:08:20 +0200
Subject: [rt-users] Limit on queues display
In-Reply-To: <40B7543C.3070700@acronis.ru>
References: <20040528144449.GG27386@easter-eggs.com>
	<40B7543C.3070700@acronis.ru>
Message-ID: <20040528150820.GI27386@easter-eggs.com>

On Fri, May 28, 2004 at 07:01:16PM +0400, Ruslan U. Zakirov wrote:
> You can do it in one select:
>       $Tickets->ClearRestrictions;
>       $Tickets->LimitStatus(VALUE => "open");
>       $Tickets->LimitStatus(VALUE => "new");
>       $Tickets->LimitStatus(VALUE => "stalled");
>       $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');
>       next unless( $Tickets->Count() );

It's a better code, thx for this quick right answer:)
It s only a little bit faster, but I thinks it's impossible to make it
better:/ That's the probleme with lot of queues.

> You think wrong. Limit* is perl subs which push conditions on stack and 
> only when you call Count or some fetch op(First, Next...) RT/DBIx::SB 
> generate SQL query that fetch info from DB.
> 
And you helps me right, thx again ;-)

> >
> >Is there a way to do this directly with somethink like a $Queue ->Limit??? 
> >statement.
> >(I think it could be better because SearchBuilder will do a more efficient 
> >job)
> No way, since Queue table doesn't contain info about amount of tickets. 
> Most efficient way is GROUP BY with COUNT(), but DBIx::SB doesn't 
> support it yet.
> 
Ok

-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From elacour at easter-eggs.com  Fri May 28 11:10:44 2004
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 28 May 2004 17:10:44 +0200
Subject: [rt-users] RT CLI and Acls
Message-ID: <20040528151044.GJ27386@easter-eggs.com>


Yet another question for today;-)

Is it possible to:

1) make a CLI created user, able to receive privileges

2) modify acls for a queue

All of this with the RT CLI.

-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From dag at dynasim.se  Fri May 28 11:27:34 2004
From: dag at dynasim.se (Dag Bruck)
Date: Fri, 28 May 2004 17:27:34 +0200
Subject: [rt-users] Spam management?
Message-ID: <200405281527.i4SFRYg28825@net.dynasim.se>

I have a setup with procmail + SpamAssassin. If SpamAssassin flags
mail as potential spam, it is redirected to a human.  That human
can send approved mail to a different mail address which does NOT
filter its input through SpamAssassin.  The unfiltered address is
not known to the public, of course.  Both of these mail addresses
go to the same queue in RT.

Dag Bruck
Dynasim AB, Sweden


From anner at blast.com  Fri May 28 11:59:46 2004
From: anner at blast.com (Anne Ramey)
Date: Fri, 28 May 2004 11:59:46 -0400
Subject: [rt-users] Fwd: Could not load a valid user
Message-ID: <0AC01274-B0C0-11D8-A019-000A959E1C16@blast.com>

I keep getting this on my new queue...but everyone does have right to 
Create Ticket, Globally...have you ever seen this?

Anne

Begin forwarded message:

> From: supportus at rt.blast.com
> Date: May 28, 2004 11:49:43 AM EDT
> To: anner at blast.com
> Subject: Could not load a valid user
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email.
>
> Your RT administrator needs to grant 'Everyone' the right 
> 'CreateTicket'
> for this queue.
>
>
> Just waiting on a reply from jason
>
> Anne
> On May 28, 2004, at 11:34 AM, Amy Dollison via RT wrote:
>
>>
>> 
>>
>> got it.
>> a
>>
>> On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:
>>
>>>
>>> Fri May 28 11:22:10 2004: Request 3421 was acted upon.
>>> Transaction: Ticket created by anner
>>>        Queue: ALBD
>>>      Subject: test --please reply
>>>        Owner: Nobody
>>>   Requestors: anner at blast.com
>>>       Status: new
>>>  Ticket 
>>>
>>>
>>> Testing albdbugs queue
>>>
>>> Anne Ramey
>>> Network Administrator
>>> Blast Internet Services
>>> 919-545-2521  (800)-24-BLAST
>>> http://www.blast.com
>>>
>>>
>> __________________________________________________________
>>
>>   amy dollison : art director
>>   blast : www.blast.com : 919.545.2548 : 800.24.BLAST
>>
>>
>> Blast Internet Services __________________________________
>>
>>   Graphic Design : Custom Programming : Content Development
>>   Multimedia : Content Management : Database Integration
>>   Intranet Development : Access : OC12 Hosting/Co-location
>>   Ecommerce : Legacy Integration :?Application Development
>>
>> got it.
>> a
>>
>> On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:
>>
>>>
>>> Fri May 28 11:22:10 2004: Request 3421 was acted upon.
>>> Transaction: Ticket created by anner
>>>        Queue: ALBD
>>>      Subject: test --please reply
>>>        Owner: Nobody
>>>   Requestors: anner at blast.com
>>>       Status: new
>>>  Ticket 
>>>
>>>
>>> Testing albdbugs queue
>>>
>>> Anne Ramey
>>> Network Administrator
>>> Blast Internet Services
>>> 919-545-2521  (800)-24-BLAST
>>> http://www.blast.com
>>>
>>>
>> __________________________________________________________
>>
>>  amy dollison : art director
>>  blast : www.blast.com : 919.545.2548 : 800.24.BLAST
>>
>>
>> Blast Internet Services __________________________________
>>
>>  Graphic Design : Custom Programming : Content Development
>>  Multimedia : Content Management : Database Integration
>>  Intranet Development : Access : OC12 Hosting/Co-location
>>  Ecommerce : Legacy Integration :?Application Development
>>
> Anne Ramey
> Network Administrator
> Blast Internet Services
> 919-545-2521  (800)-24-BLAST
> http://www.blast.com
>
>
Anne Ramey
Network Administrator
Blast Internet Services
919-545-2521  (800)-24-BLAST
http://www.blast.com



From cubic at acronis.ru  Fri May 28 12:12:46 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 28 May 2004 20:12:46 +0400
Subject: [rt-users] Fwd: Could not load a valid user
In-Reply-To: <0AC01274-B0C0-11D8-A019-000A959E1C16@blast.com>
References: <0AC01274-B0C0-11D8-A019-000A959E1C16@blast.com>
Message-ID: <40B764FE.8070801@acronis.ru>

IMHO 3.0.11 has fix exactly for this problem.

Anne Ramey wrote:
> I keep getting this on my new queue...but everyone does have right to 
> Create Ticket, Globally...have you ever seen this?
> 
> Anne
> 
> Begin forwarded message:
> 
>> From: supportus at rt.blast.com
>> Date: May 28, 2004 11:49:43 AM EDT
>> To: anner at blast.com
>> Subject: Could not load a valid user
>>
>> RT could not load a valid user, and RT's configuration does not allow
>> for the creation of a new user for your email.
>>
>> Your RT administrator needs to grant 'Everyone' the right 'CreateTicket'
>> for this queue.
>>
>>
>> Just waiting on a reply from jason
>>
>> Anne
>> On May 28, 2004, at 11:34 AM, Amy Dollison via RT wrote:
>>
>>>
>>> 
>>>
>>> got it.
>>> a
>>>
>>> On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:
>>>
>>>>
>>>> Fri May 28 11:22:10 2004: Request 3421 was acted upon.
>>>> Transaction: Ticket created by anner
>>>>        Queue: ALBD
>>>>      Subject: test --please reply
>>>>        Owner: Nobody
>>>>   Requestors: anner at blast.com
>>>>       Status: new
>>>>  Ticket 
>>>>
>>>>
>>>> Testing albdbugs queue
>>>>
>>>> Anne Ramey
>>>> Network Administrator
>>>> Blast Internet Services
>>>> 919-545-2521  (800)-24-BLAST
>>>> http://www.blast.com
>>>>
>>>>
>>> __________________________________________________________
>>>
>>>   amy dollison : art director
>>>   blast : www.blast.com : 919.545.2548 : 800.24.BLAST
>>>
>>>
>>> Blast Internet Services __________________________________
>>>
>>>   Graphic Design : Custom Programming : Content Development
>>>   Multimedia : Content Management : Database Integration
>>>   Intranet Development : Access : OC12 Hosting/Co-location
>>>   Ecommerce : Legacy Integration : Application Development
>>>
>>> got it.
>>> a
>>>
>>> On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:
>>>
>>>>
>>>> Fri May 28 11:22:10 2004: Request 3421 was acted upon.
>>>> Transaction: Ticket created by anner
>>>>        Queue: ALBD
>>>>      Subject: test --please reply
>>>>        Owner: Nobody
>>>>   Requestors: anner at blast.com
>>>>       Status: new
>>>>  Ticket 
>>>>
>>>>
>>>> Testing albdbugs queue
>>>>
>>>> Anne Ramey
>>>> Network Administrator
>>>> Blast Internet Services
>>>> 919-545-2521  (800)-24-BLAST
>>>> http://www.blast.com
>>>>
>>>>
>>> __________________________________________________________
>>>
>>>  amy dollison : art director
>>>  blast : www.blast.com : 919.545.2548 : 800.24.BLAST
>>>
>>>
>>> Blast Internet Services __________________________________
>>>
>>>  Graphic Design : Custom Programming : Content Development
>>>  Multimedia : Content Management : Database Integration
>>>  Intranet Development : Access : OC12 Hosting/Co-location
>>>  Ecommerce : Legacy Integration : Application Development
>>>
>> Anne Ramey
>> Network Administrator
>> Blast Internet Services
>> 919-545-2521  (800)-24-BLAST
>> http://www.blast.com
>>
>>
> Anne Ramey
> Network Administrator
> Blast Internet Services
> 919-545-2521  (800)-24-BLAST
> http://www.blast.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited.
> 



From ogden at eng.utah.edu  Fri May 28 13:56:57 2004
From: ogden at eng.utah.edu (Mark Ogden)
Date: Fri, 28 May 2004 11:56:57 -0600
Subject: [rt-users] email threads 
Message-ID: <20040528175657.GB7014@yem.eng.utah.edu>

We just upgrade from rt-1 to rt-3.0.10 and everything works great
except now our email doesn't thread. Here is an example of what it
looks like:

10     May 27 queue           ( 197) -->[queue #13499] Need IP
11   C May 27 queue           ( 153) -->Re: [queue #13499] Need IP
12   C May 27 queue           ( 164) -->Re: [queue #13499] Need IP
13   C May 27 queue           (  11) -->Re: [queue #13499] Need IP
14   C May 27 queue           (  63) -->Re: [queue #13499] Need IP
15   C May 27 queue           (  75) -->Re: [queue #13499] Need IP

Even the parent ticket that is sent to the AdminCcs gets an arrow

The following scripts are being used:

On Create Open Tickets with template Transaction
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Correspondence
On Correspond Notify Requestors and Ccs with template Admin
   Correspondence

Do I have something wrong?

Thanks, Mark


From i at mindlace.net  Fri May 28 13:57:15 2004
From: i at mindlace.net (emf)
Date: Fri, 28 May 2004 13:57:15 -0400
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <20040528063321.GA14376@torres.ka0.zugschlus.de>
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
Message-ID: <73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>

On May 28, 2004, at 02:33, Marc Haber wrote:

> Installing request-tracker3 from testing on a stable system pulls in
> perl from testing which in turn pulls in libc6 from testing. So you
> currently have a system that combines the disadvantages of Debian
> stable (being grossly outdated being one of them) and Debian testing
> (where "no security updates - packages with security updates might not
> be updated for months if their dependencies are not satisfied" is one
> of the most prominent ones).

So we should just not run request-tracker3 at all on a debian system?

Me, I tend to stay testing/unstable, but I have a less strict 
definition of "production" than many.
--
honi soit qui mal y pense
~mindlace   http://mindlace.net



From anner at blast.com  Fri May 28 14:55:17 2004
From: anner at blast.com (Anne Ramey)
Date: Fri, 28 May 2004 14:55:17 -0400
Subject: [rt-users] Fwd: Could not load a valid user
In-Reply-To: <40B764FE.8070801@acronis.ru>
References: <0AC01274-B0C0-11D8-A019-000A959E1C16@blast.com>
	<40B764FE.8070801@acronis.ru>
Message-ID: <8FA8A041-B0D8-11D8-A019-000A959E1C16@blast.com>

Upgraded to 3.0.11 and still have same problem.  Here are the logs:

May 28 14:44:46 sloth RT: RT could not load a valid user, and RT's  
configuration does not allow for the creation of a n
ew user for this email (albdbugs at rt.blast.com).  You might need to  
grant 'Everyone' the right 'CreateTicket' for the qu
eue ALBD.   (/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT's  
configuration does not allow for the creation of a n
ew user for this email (albdbugs at rt.blast.com).  You might need to  
grant 'Everyone' the right 'CreateTicket' for the qu
eue ALBD.   (/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT's  
configuration does not allow for the creation of a n
ew user for your email.   (/opt/rt3/local/lib/RT/Interface/Email.pm:563)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT's  
configuration does not allow for the creation of a n
ew user for your email.   (/opt/rt3/local/lib/RT/Interface/Email.pm:563)
May 28 14:44:47 sloth RT: RT Recieved mail  
(<20040528184446.F058F8DED82 at mail2.overtonsonline.com> ) from itself.  
(/opt/
rt3/local/lib/RT/Interface/Email.pm:613)
May 28 14:44:47 sloth RT: RT Recieved mail  
(<20040528184446.F058F8DED82 at mail2.overtonsonline.com> ) from itself.  
(/opt/
rt3/local/lib/RT/Interface/Email.pm:613)
May 28 14:44:47 sloth RT: RT thinks this message may be a bounce  
(/opt/rt3/local/lib/RT/Interface/Email.pm:617)
May 28 14:44:47 sloth RT: RT thinks this message may be a bounce  
(/opt/rt3/local/lib/RT/Interface/Email.pm:617)

In my RT_Config:
# RTAddressRegexp is used to make sure RT doesn't add itself as a  
ticket CC if
# the setting above is enabled.

Set($RTAddressRegexp ,  
'^rt\@example.com|ops\@blast.com|tech\@emjembedded.com|support\@emj.com| 
albdbugs\@blast.com$');

In my /etc/postfix/virtual file:
albdbugs at rt.blast.com   albd_support
albdbugscomment at rt.blast.com    albd_comment

And albdbugs at blast.com goes to albdbugs at rt.blast.com

I've done this similar set up for all my other queues and have never  
had this problem before.

Anne

On May 28, 2004, at 12:12 PM, Ruslan U. Zakirov wrote:

> IMHO 3.0.11 has fix exactly for this problem.
>
> Anne Ramey wrote:
>> I keep getting this on my new queue...but everyone does have right to  
>> Create Ticket, Globally...have you ever seen this?
>> Anne
>> Begin forwarded message:
>>> From: supportus at rt.blast.com
>>> Date: May 28, 2004 11:49:43 AM EDT
>>> To: anner at blast.com
>>> Subject: Could not load a valid user
>>>
>>> RT could not load a valid user, and RT's configuration does not allow
>>> for the creation of a new user for your email.
>>>
>>> Your RT administrator needs to grant 'Everyone' the right  
>>> 'CreateTicket'
>>> for this queue.
>>>
>>>
>>> Just waiting on a reply from jason
>>>
>>> Anne
>>> On May 28, 2004, at 11:34 AM, Amy Dollison via RT wrote:
>>>
>>>>
>>>> 
>>>>
>>>> got it.
>>>> a
>>>>
>>>> On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:
>>>>
>>>>>
>>>>> Fri May 28 11:22:10 2004: Request 3421 was acted upon.
>>>>> Transaction: Ticket created by anner
>>>>>        Queue: ALBD
>>>>>      Subject: test --please reply
>>>>>        Owner: Nobody
>>>>>   Requestors: anner at blast.com
>>>>>       Status: new
>>>>>  Ticket 
>>>>>
>>>>>
>>>>> Testing albdbugs queue
>>>>>



From anner at blast.com  Fri May 28 15:03:00 2004
From: anner at blast.com (Anne Ramey)
Date: Fri, 28 May 2004 15:03:00 -0400
Subject: [rt-users] upgrade caused system error--please help
Message-ID: 

When I clicked on a ticket after upgrading from 3.0.4 to 3.0.11:

System error
error:?	Can't locate object method "Columns" via package  
"RT::Attachments" at  
/opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.
context:?	
...?
10:?
11:?
12:?	my $attachments = RT::Attachments->new( $session{'CurrentUser'} );
13:?
14:?	$attachments->Columns( qw( Id Filename ContentType Headers Subject  
Parent ContentEncoding ContentType TransactionId Created));
15:?
16:?	if ( $Ticket->CurrentUserHasRight('ShowTicket') ) {
17:?	my $transactions = $attachments->NewAlias('Transactions');
18:?	$attachments->Join( ALIAS1 => 'main',
...?
code stack:?	/opt/rt3/local/html/Ticket/Elements/FindAttachments:14
/opt/rt3/local/html/Ticket/Display.html:118
/opt/rt3/local/html/autohandler:196

Can't locate object method "Columns" via package  
"RT::Attachments" at  
/opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.


Trace begun at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method  
"Columns" via package "RT::Attachments" at  
/opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.^J') called  
at /opt/rt3/local/html/Ticket/Elements/FindAttachments line 14
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x940e750)')  
called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm  
line 134
HTML::Mason::Component::run('HTML::Mason::Component:: 
FileBased=HASH(0x940f69c)', 'Ticket', 'RT::Ticket=HASH(0x940e750)')  
called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm  
line 1057
eval {...}('HTML::Mason::Component::FileBased=HASH(0x940f69c)',  
'Ticket', 'RT::Ticket=HASH(0x940e750)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, 'Ticket',  
'RT::Ticket=HASH(0x940e750)') called at  
/opt/rt3/local/html/Ticket/Display.html line 118
HTML::Mason::Commands::__ANON__('id', 3414, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component:: 
FileBased=HASH(0x910ef74)', 'id', 3414, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062
eval {...}('HTML::Mason::Component::FileBased=HASH(0x910ef74)', 'id',  
3414, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, 'id', 3414, 'id', 3414) called  
at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 752
HTML::Mason::Request::call_next('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9400f2c)', 'id', 3414) called at  
/opt/rt3/local/html/autohandler line 196
HTML::Mason::Commands::__ANON__('id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component:: 
FileBased=HASH(0x8b2ebfc)', 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057
eval {...}('HTML::Mason::Component::FileBased=HASH(0x8b2ebfc)', 'id',  
3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, undef, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
eval {...}(undef, undef, undef, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
eval {...}(undef, undef, undef, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290
HTML::Mason::Request::exec('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9400f2c)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9400f2c)')  
called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9400f2c)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason:: 
ApacheHandler=HASH(0x9193d10)', 'Apache=SCALAR(0x8d9cc7c)') called at  
/opt/rt3/bin/webmux.pl line 138
eval {...}('HTML::Mason::ApacheHandler=HASH(0x9193d10)',  
'Apache=SCALAR(0x8d9cc7c)') called at /opt/rt3/bin/webmux.pl line 138
RT::Mason::handler('Apache=SCALAR(0x8d9cc7c)') called at /dev/null line  
0
eval {...}('Apache=SCALAR(0x8d9cc7c)') called at /dev/null line 0

What should I do?

Anne


From sleblanc at radicalhorizon.com  Fri May 28 15:06:11 2004
From: sleblanc at radicalhorizon.com (Stefan Leblanc)
Date: Fri, 28 May 2004 15:06:11 -0400
Subject: [rt-users] upgrade caused system error--please help
Message-ID: 

You did restart Apache ??  If you did, well I would re run the dependency-check script...

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Anne Ramey
Sent: Friday, May 28, 2004 3:03 PM
To: Best Practical Users
Subject: [rt-users] upgrade caused system error--please help


When I clicked on a ticket after upgrading from 3.0.4 to 3.0.11:

System error
error:?	Can't locate object method "Columns" via package  
"RT::Attachments" at  
/opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.
context:?	
...?
10:?
11:?
12:?	my $attachments = RT::Attachments->new( $session{'CurrentUser'} );
13:?
14:?	$attachments->Columns( qw( Id Filename ContentType Headers Subject  
Parent ContentEncoding ContentType TransactionId Created));
15:?
16:?	if ( $Ticket->CurrentUserHasRight('ShowTicket') ) {
17:?	my $transactions = $attachments->NewAlias('Transactions');
18:?	$attachments->Join( ALIAS1 => 'main',
...?
code stack:?	/opt/rt3/local/html/Ticket/Elements/FindAttachments:14
/opt/rt3/local/html/Ticket/Display.html:118
/opt/rt3/local/html/autohandler:196

Can't locate object method "Columns" via package  
"RT::Attachments" at  
/opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.


Trace begun at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method  
"Columns" via package "RT::Attachments" at  
/opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.^J') called  
at /opt/rt3/local/html/Ticket/Elements/FindAttachments line 14
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x940e750)')  
called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm  
line 134
HTML::Mason::Component::run('HTML::Mason::Component:: 
FileBased=HASH(0x940f69c)', 'Ticket', 'RT::Ticket=HASH(0x940e750)')  
called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm  
line 1057
eval {...}('HTML::Mason::Component::FileBased=HASH(0x940f69c)',  
'Ticket', 'RT::Ticket=HASH(0x940e750)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, 'Ticket',  
'RT::Ticket=HASH(0x940e750)') called at  
/opt/rt3/local/html/Ticket/Display.html line 118
HTML::Mason::Commands::__ANON__('id', 3414, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component:: 
FileBased=HASH(0x910ef74)', 'id', 3414, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062
eval {...}('HTML::Mason::Component::FileBased=HASH(0x910ef74)', 'id',  
3414, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, 'id', 3414, 'id', 3414) called  
at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 752
HTML::Mason::Request::call_next('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9400f2c)', 'id', 3414) called at  
/opt/rt3/local/html/autohandler line 196
HTML::Mason::Commands::__ANON__('id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component:: 
FileBased=HASH(0x8b2ebfc)', 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057
eval {...}('HTML::Mason::Component::FileBased=HASH(0x8b2ebfc)', 'id',  
3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, undef, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
eval {...}(undef, undef, undef, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
eval {...}(undef, undef, undef, 'id', 3414) called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290
HTML::Mason::Request::exec('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9400f2c)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9400f2c)')  
called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request:: 
ApacheHandler=HASH(0x9400f2c)') called at  
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line  
792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason:: 
ApacheHandler=HASH(0x9193d10)', 'Apache=SCALAR(0x8d9cc7c)') called at  
/opt/rt3/bin/webmux.pl line 138
eval {...}('HTML::Mason::ApacheHandler=HASH(0x9193d10)',  
'Apache=SCALAR(0x8d9cc7c)') called at /opt/rt3/bin/webmux.pl line 138
RT::Mason::handler('Apache=SCALAR(0x8d9cc7c)') called at /dev/null line  
0
eval {...}('Apache=SCALAR(0x8d9cc7c)') called at /dev/null line 0

What should I do?

Anne
_______________________________________________
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http://bestpractical.com/services/training.html

Sign up early, as class space is limited. 


From anner at blast.com  Fri May 28 15:14:02 2004
From: anner at blast.com (Anne Ramey)
Date: Fri, 28 May 2004 15:14:02 -0400
Subject: [rt-users] upgrade caused system error--please help
In-Reply-To: 
References: 
Message-ID: <2E29EF10-B0DB-11D8-A019-000A959E1C16@blast.com>

Got it...I need to upgrade some perl modules.  Thanks

Anne

On May 28, 2004, at 3:06 PM, Stefan Leblanc wrote:

> You did restart Apache ??  If you did, well I would re run the 
> dependency-check script...
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Anne 
> Ramey
> Sent: Friday, May 28, 2004 3:03 PM
> To: Best Practical Users
> Subject: [rt-users] upgrade caused system error--please help
>
>
> When I clicked on a ticket after upgrading from 3.0.4 to 3.0.11:
>
> System error
> error:?	Can't locate object method "Columns" via package
> "RT::Attachments" at
> /opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.
> context:?	
> ...?
> 10:?
> 11:?
> 12:?	my $attachments = RT::Attachments->new( $session{'CurrentUser'} );
> 13:?
> 14:?	$attachments->Columns( qw( Id Filename ContentType Headers Subject
> Parent ContentEncoding ContentType TransactionId Created));
> 15:?
> 16:?	if ( $Ticket->CurrentUserHasRight('ShowTicket') ) {
> 17:?	my $transactions = $attachments->NewAlias('Transactions');
> 18:?	$attachments->Join( ALIAS1 => 'main',
> ...?
> code stack:?	/opt/rt3/local/html/Ticket/Elements/FindAttachments:14
> /opt/rt3/local/html/Ticket/Display.html:118
> /opt/rt3/local/html/autohandler:196
>
> Can't locate object method "Columns" via package
> "RT::Attachments" at
> /opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.
>
>
> Trace begun at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131
> HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method
> "Columns" via package "RT::Attachments" at
> /opt/rt3/local/html/Ticket/Elements/FindAttachments line 14.^J') called
> at /opt/rt3/local/html/Ticket/Elements/FindAttachments line 14
> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x940e750)')
> called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm
> line 134
> HTML::Mason::Component::run('HTML::Mason::Component::
> FileBased=HASH(0x940f69c)', 'Ticket', 'RT::Ticket=HASH(0x940e750)')
> called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
> line 1057
> eval {...}('HTML::Mason::Component::FileBased=HASH(0x940f69c)',
> 'Ticket', 'RT::Ticket=HASH(0x940e750)') called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> 'RT::Ticket=HASH(0x940e750)') called at
> /opt/rt3/local/html/Ticket/Display.html line 118
> HTML::Mason::Commands::__ANON__('id', 3414, 'id', 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
> HTML::Mason::Component::run('HTML::Mason::Component::
> FileBased=HASH(0x910ef74)', 'id', 3414, 'id', 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062
> eval {...}('HTML::Mason::Component::FileBased=HASH(0x910ef74)', 'id',
> 3414, 'id', 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
> HTML::Mason::Request::comp(undef, undef, 'id', 3414, 'id', 3414) called
> at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 752
> HTML::Mason::Request::call_next('HTML::Mason::Request::
> ApacheHandler=HASH(0x9400f2c)', 'id', 3414) called at
> /opt/rt3/local/html/autohandler line 196
> HTML::Mason::Commands::__ANON__('id', 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
> HTML::Mason::Component::run('HTML::Mason::Component::
> FileBased=HASH(0x8b2ebfc)', 'id', 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057
> eval {...}('HTML::Mason::Component::FileBased=HASH(0x8b2ebfc)', 'id',
> 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
> eval {...}(undef, undef, undef, 'id', 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
> eval {...}(undef, undef, undef, 'id', 3414) called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290
> HTML::Mason::Request::exec('HTML::Mason::Request::
> ApacheHandler=HASH(0x9400f2c)') called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
> 134
> eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9400f2c)')
> called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
> 134
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::
> ApacheHandler=HASH(0x9400f2c)') called at
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
> 792
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::
> ApacheHandler=HASH(0x9193d10)', 'Apache=SCALAR(0x8d9cc7c)') called at
> /opt/rt3/bin/webmux.pl line 138
> eval {...}('HTML::Mason::ApacheHandler=HASH(0x9193d10)',
> 'Apache=SCALAR(0x8d9cc7c)') called at /opt/rt3/bin/webmux.pl line 138
> RT::Mason::handler('Apache=SCALAR(0x8d9cc7c)') called at /dev/null line
> 0
> eval {...}('Apache=SCALAR(0x8d9cc7c)') called at /dev/null line 0
>
> What should I do?
>
> Anne
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and 
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.
>
Anne Ramey
Network Administrator
Blast Internet Services
919-545-2521  (800)-24-BLAST
http://www.blast.com



From JChen at paymentone.com  Fri May 28 15:28:32 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Fri, 28 May 2004 12:28:32 -0700
Subject: [rt-users] Upgrade from 3.0.10 to 3.0.11 Mysql db
Message-ID: <6D6E09D687772640AA41F009EB85FE0502F84B@CPMAL00.corpnet.p1.local>

 
Hello all,

I've did a "successful" upgrade from 3.0.10 to .11.   After performing "make upgrade" there was a message saying to perform the upgrade command below.   I wonder if its really necessary.   I did it and then I saw similar scrips added on and I thought I made some mistakes so I just made a backup of my new mysql dir and then copied over the mysql dir before I did the 3.0.11 upgrade.

/opt/rt3/sbin/rt-setup-database --action insert --datafile etc/upgrade/2.1.71

When reading the UPGRADE file, it does not really mention anything about the command file above.   Also I want to note is that I built the new db with 3.0.10 before upgrading to 3.0.11. 
 
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From anner at blast.com  Fri May 28 15:40:08 2004
From: anner at blast.com (Anne Ramey)
Date: Fri, 28 May 2004 15:40:08 -0400
Subject: [rt-users] Fwd: Could not load a valid user
In-Reply-To: <8FA8A041-B0D8-11D8-A019-000A959E1C16@blast.com>
References: <0AC01274-B0C0-11D8-A019-000A959E1C16@blast.com>
	<40B764FE.8070801@acronis.ru>
	<8FA8A041-B0D8-11D8-A019-000A959E1C16@blast.com>
Message-ID: 

Even though I even when it and specifically allowed everyone to create  
a ticket on that list (it was already set globally) I still get these  
errors:

May 28 15:31:17 sloth RT: RT could not load a valid user, and RT's  
configuration does not allow for the creation of a new user for this  
email (albdbugs at rt.blast.com).  You might need to grant 'Everyone' the  
right 'CreateTicket' for the queue ALBD.    
(/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 15:31:17 sloth RT: RT could not load a valid user, and RT's  
configuration does not allow for the creation of a new user for this  
email (albdbugs at rt.blast.com).  You might need to grant 'Everyone' the  
right 'CreateTicket' for the queue ALBD.    
(/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 15:31:17 sloth RT: RT could not load a valid user, and RT's  
configuration does not allow for the creation of a new user for your  
email.   (/opt/rt3/local/lib/RT/Interface/Email.pm:563)
May 28 15:31:17 sloth RT: RT could not load a valid user, and RT's  
configuration does not allow for the creation of a new user for your  
email.   (/opt/rt3/local/lib/RT/Interface/Email.pm:563)

albdbugs at rt.blast.com is the email address off the queue....?  That's  
the only address it complains about.

Anne
On May 28, 2004, at 2:55 PM, Anne Ramey wrote:

> Upgraded to 3.0.11 and still have same problem.  Here are the logs:


On May 28, 2004, at 2:55 PM, Anne Ramey wrote:

> Upgraded to 3.0.11 and still have same problem.  Here are the logs:
>
> May 28 14:44:46 sloth RT: RT could not load a valid user, and RT's  
> configuration does not allow for the creation of a n
> ew user for this email (albdbugs at rt.blast.com).  You might need to  
> grant 'Everyone' the right 'CreateTicket' for the qu
> eue ALBD.   (/opt/rt3/local/lib/RT/Interface/Email.pm:550)
> May 28 14:44:46 sloth RT: RT could not load a valid user, and RT's  
> configuration does not allow for the creation of a n
> ew user for this email (albdbugs at rt.blast.com).  You might need to  
> grant 'Everyone' the right 'CreateTicket' for the qu
> eue ALBD.   (/opt/rt3/local/lib/RT/Interface/Email.pm:550)
> May 28 14:44:46 sloth RT: RT could not load a valid user, and RT's  
> configuration does not allow for the creation of a n
> ew user for your email.    
> (/opt/rt3/local/lib/RT/Interface/Email.pm:563)
> May 28 14:44:46 sloth RT: RT could not load a valid user, and RT's  
> configuration does not allow for the creation of a n
> ew user for your email.    
> (/opt/rt3/local/lib/RT/Interface/Email.pm:563)
> May 28 14:44:47 sloth RT: RT Recieved mail  
> (<20040528184446.F058F8DED82 at mail2.overtonsonline.com> ) from itself.  
> (/opt/
> rt3/local/lib/RT/Interface/Email.pm:613)
> May 28 14:44:47 sloth RT: RT Recieved mail  
> (<20040528184446.F058F8DED82 at mail2.overtonsonline.com> ) from itself.  
> (/opt/
> rt3/local/lib/RT/Interface/Email.pm:613)
> May 28 14:44:47 sloth RT: RT thinks this message may be a bounce  
> (/opt/rt3/local/lib/RT/Interface/Email.pm:617)
> May 28 14:44:47 sloth RT: RT thinks this message may be a bounce  
> (/opt/rt3/local/lib/RT/Interface/Email.pm:617)
>
> In my RT_Config:
> # RTAddressRegexp is used to make sure RT doesn't add itself as a  
> ticket CC if
> # the setting above is enabled.
>
> Set($RTAddressRegexp ,  
> '^rt\@example.com|ops\@blast.com|tech\@emjembedded.com|support\@emj.com 
> |albdbugs\@blast.com$');
>
> In my /etc/postfix/virtual file:
> albdbugs at rt.blast.com   albd_support
> albdbugscomment at rt.blast.com    albd_comment
>
> And albdbugs at blast.com goes to albdbugs at rt.blast.com
>
> I've done this similar set up for all my other queues and have never  
> had this problem before.
>
> Anne
>
> On May 28, 2004, at 12:12 PM, Ruslan U. Zakirov wrote:
>
>> IMHO 3.0.11 has fix exactly for this problem.
>>
>> Anne Ramey wrote:
>>> I keep getting this on my new queue...but everyone does have right  
>>> to Create Ticket, Globally...have you ever seen this?
>>> Anne
>>> Begin forwarded message:
>>>> From: supportus at rt.blast.com
>>>> Date: May 28, 2004 11:49:43 AM EDT
>>>> To: anner at blast.com
>>>> Subject: Could not load a valid user
>>>>
>>>> RT could not load a valid user, and RT's configuration does not  
>>>> allow
>>>> for the creation of a new user for your email.
>>>>
>>>> Your RT administrator needs to grant 'Everyone' the right  
>>>> 'CreateTicket'
>>>> for this queue.
>>>>
>>>>
>>>> Just waiting on a reply from jason
>>>>
>>>> Anne
>>>> On May 28, 2004, at 11:34 AM, Amy Dollison via RT wrote:
>>>>
>>>>>
>>>>> 
>>>>>
>>>>> got it.
>>>>> a
>>>>>
>>>>> On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:
>>>>>
>>>>>>
>>>>>> Fri May 28 11:22:10 2004: Request 3421 was acted upon.
>>>>>> Transaction: Ticket created by anner
>>>>>>        Queue: ALBD
>>>>>>      Subject: test --please reply
>>>>>>        Owner: Nobody
>>>>>>   Requestors: anner at blast.com
>>>>>>       Status: new
>>>>>>  Ticket 
>>>>>>
>>>>>>
>>>>>> Testing albdbugs queue
>>>>>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Developer and Administrator training is coming to LA, DC and  
> Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
>
> Sign up early, as class space is limited.
>
Anne Ramey
Network Administrator
Blast Internet Services
919-545-2521  (800)-24-BLAST
http://www.blast.com



From jesse at bestpractical.com  Fri May 28 15:43:56 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 28 May 2004 15:43:56 -0400
Subject: [rt-users] Upgrade from 3.0.10 to 3.0.11 Mysql db
In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F84B@CPMAL00.corpnet.p1.local>
References: <6D6E09D687772640AA41F009EB85FE0502F84B@CPMAL00.corpnet.p1.local>
Message-ID: <20040528194356.GP27436@pallas.eruditorum.org>




On Fri, May 28, 2004 at 12:28:32PM -0700, Jonathan Chen wrote:
>  
> Hello all,
> 
> I've did a "successful" upgrade from 3.0.10 to .11.   After performing "make upgrade" there was a message saying to perform the upgrade command below.   I wonder if its really necessary.   I did it and then I saw similar scrips added on and I thought I made some mistakes so I just made a backup of my new mysql dir and then copied over the mysql dir before I did the 3.0.11 upgrade.
> 
> /opt/rt3/sbin/rt-setup-database --action insert --datafile etc/upgrade/2.1.71

You're only supposed to do that if you're upgrading from before 2.1.71.

There were no database changes of substance between 3.0.10 and 3.0.11.
You should already be all set.

	Best,
	Jesse Vincent
	Best Practical

-- 


From jamie.baddeley at fx.net.nz  Fri May 28 16:53:12 2004
From: jamie.baddeley at fx.net.nz (jamie baddeley)
Date: Sat, 29 May 2004 08:53:12 +1200
Subject: [rt-users] problems with mailgate
In-Reply-To: <40B72909.8070408@acronis.ru>
References: <1085734570.19886.33.camel@munter> <40B72909.8070408@acronis.ru>
Message-ID: <1085777592.988.11.camel@munter>

Hi Ruslan,

disk space is not a problem.

crm:/# df -h
Filesystem            Size  Used Avail Use% Mounted on
/dev/hda3             1.9G  282M  1.6G  16% /
tmpfs                 110M     0  110M   0% /dev/shm
/dev/hda1              93M  5.0M   84M   6% /boot
/dev/hda4             3.5G  304M  3.1G   9% /var
crm:/#

I'm running rt3.0.10 on debian (unstable) - so it's a pretty new
version...

I noticed other posts on the list talking about similar problems, and I
noticed that recently this appeared in my logs:

 Couldn't write attachments to temp dir on disk. using more memory and
processor. (/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:330)

I don't know if the two are related, but something smells fishy. - BTW
This could be a diversion, but it seems that since I've used the rt-cli,
the mailgate hasn't worked since....

jamie


On Fri, 2004-05-28 at 23:56, Ruslan U. Zakirov wrote:
> Jamie, RT has problems in old versions with cleanning tmp files, may be 
> your tmp partition run out of free space?
> 
> 
> jamie.baddeley at fx.net.nz wrote:
> > Hi,
> > 
> > I have had rt pretty running happily for a couple of months now. Then,
> > today, mailgate stopped working, with exim complaining:
> > 
> > 2004-05-28 20:00:01 1BTcHO-0000Ho-00 ** |/usr/bin/rt-mailgate --queue
> > General --action correspond --debug --url http://crm.fx.net.nz
> >  D=rt_aliases T=address_pipe: Child process of
> > address_pipe transport (running command "/usr/bin/rt-mailgate --queue
> > General --action correspond --debug --url http://crm.fx.net.nz") was
> > terminated by signal 9 (Killed)
> > 
> > Exim spat this back at me - It said (via email):
> > 
> > RT server error. The RT server which handled your email did not behave
> > as expected. It said: 
> > 
> > System error
> > 
> > error:
> > Error in tempdir() using XXXXXXXXXX: Parent directory (.) is not
> > writable at /usr/share/request-tracker3/lib/RT/EmailParser.pm line 595
> > 
> > context:
> > ...
> > 82:     # whether they should generate a full stack trace (confess() and
> > cluck())
> > 83:     # or simply report the caller's package (croak() and carp()),
> > respectively.
> > 84:     # confess() and croak() die, carp() and cluck() warn.
> > 85:
> > 86:     sub croak { die shortmess @_ }
> > 87:     sub confess { die longmess @_ }
> > 88:     sub carp { warn shortmess @_ }
> > 89:     sub cluck { warn longmess @_ }
> > 90:
> > ...
> > code stack:     /usr/share/perl/5.8/Carp.pm:86
> > /usr/share/perl/5.8/File/Temp.pm:1360
> > /usr/share/request-tracker3/lib/RT/EmailParser.pm:595
> > /usr/share/request-tracker3/lib/RT/EmailParser.pm:233
> > /usr/share/request-tracker3/lib/RT/EmailParser.pm:177
> > /usr/share/request-tracker3/lib/RT/Interface/Email.pm:443
> > /usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:31
> > 
> > I'm flummoxed. I didn't do anything AFAIK. 
> > 
> > Has anyone seen anything like this - did you find a resolution?
> > 
> > jamie
> > 



From les at futuresource.com  Fri May 28 17:27:49 2004
From: les at futuresource.com (Les Mikesell)
Date: Fri, 28 May 2004 16:27:49 -0500
Subject: [rt-users] Spam management?
In-Reply-To: <200405281527.i4SFRYg28825@net.dynasim.se>
References: <200405281527.i4SFRYg28825@net.dynasim.se>
Message-ID: <1085779669.11206.142.camel@moola.futuresource.com>

On Fri, 2004-05-28 at 10:27, Dag Bruck wrote:
> I have a setup with procmail + SpamAssassin. If SpamAssassin flags
> mail as potential spam, it is redirected to a human.  That human
> can send approved mail to a different mail address which does NOT
> filter its input through SpamAssassin.  The unfiltered address is
> not known to the public, of course.  Both of these mail addresses
> go to the same queue in RT.

That sounds simple enough but what mailer does the human use
that keeps the original sender in the From: when forwarding
to the unfiltered address?

---
  Les Mikesell
   les at futuresource.com




From ogden at eng.utah.edu  Fri May 28 17:39:17 2004
From: ogden at eng.utah.edu (Mark Ogden)
Date: Fri, 28 May 2004 15:39:17 -0600
Subject: [rt-users] Orginal Headers
Message-ID: <20040528213917.GA7685@yem.eng.utah.edu>

I am trying to add the orignal headers (from person who created the
ticket) to the bottom of the ticket that is sent to the Admins. 

I can't seem to find the code to add to the template. Anyone have this
feature in their system?

-Mark



From rt-users at becobaf.com  Fri May 28 18:43:34 2004
From: rt-users at becobaf.com (Bastiaan Spandaw)
Date: Sat, 29 May 2004 00:43:34 +0200
Subject: [rt-users] RT 3 and Debian :-)
Message-ID: <1085784214.28507.2708.camel@louise3.6s.nl>

On Fri, 2004-05-28 at 19:57, emf wrote:
> On May 28, 2004, at 02:33, Marc Haber wrote:
> 
> > Installing request-tracker3 from testing on a stable system pulls in
> > perl from testing which in turn pulls in libc6 from testing. So you
> > currently have a system that combines the disadvantages of Debian
> > stable (being grossly outdated being one of them) and Debian testing
> > (where "no security updates - packages with security updates might
not
> > be updated for months if their dependencies are not satisfied" is
one
> > of the most prominent ones).
> 
> So we should just not run request-tracker3 at all on a debian system?
> 
> Me, I tend to stay testing/unstable, but I have a less strict 
> definition of "production" than many.

We currently use rt2, but because we want to upgrade to rt3
I also chose for the option of using sarge+rt3 in a production
environment.
We currently have >60.000 tickets in rt, it is of major importance for
us.

With (just about) any distribution installing/upgrading rt is a major
pain in the ...

Its (rt 3.0.11) bleeding edge dependencies aren't even in gentoo's
portage.

As a rule of thumb I only want to use software supported by the
distributions packages management.

So.. that leaves a question..

Is it rt's problem it always needs bleeding edge dependencies? or is it
the distributions we have to blame for (not) updating its packages? or
is it a larger problem of OSS and its _very_ modular pillars?


debian stable is NOT

Re: [rt-users] RT 3 and Debian :-)
 a viable option in a _LOT_ of production
environments.


Regards,

Bastiaan



From jesse at bestpractical.com  Fri May 28 18:48:54 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 28 May 2004 18:48:54 -0400
Subject: [rt-users] RT 3 and Debian :-)
Message-ID: <20040528224854.GA26946@pallas.eruditorum.org>

> Its (rt 3.0.11) bleeding edge dependencies aren't even in gentoo's
> portage.
> 
> As a rule of thumb I only want to use software supported by the
> distributions packages management.
> 
> So.. that leaves a question..
> 
> Is it rt's problem it always needs bleeding edge dependencies? or is it
> the distributions we have to blame for (not) updating its packages? or
> is it a larger problem of OSS and its _very_ modular pillars?

RT is a relatively large perl application that stress-tests some things
that haven't previously been well tested by perl applications. Because
of that, we find a fair number of interesting new bugs in perl and
various CPAN modules.  



From mloftis at wgops.com  Sat May 29 00:43:21 2004
From: mloftis at wgops.com (Michael Loftis)
Date: Fri, 28 May 2004 22:43:21 -0600
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <1085784214.28507.2708.camel@louise3.6s.nl>
References: <1085784214.28507.2708.camel@louise3.6s.nl>
Message-ID: <8D3CA28495AD9C69083B5B67@[10.1.2.77]>

--On Saturday, May 29, 2004 00:43 +0200 Bastiaan Spandaw 
 wrote:

>
> Its (rt 3.0.11) bleeding edge dependencies aren't even in gentoo's
> portage.

To me it didn't seem RT3 wanted anything at all 'bleeding edge' just 
relatively current.  The problem I did run into though was package 
maintainers wanting you to install bleeding edge by writing their deps in 
such a way.

>
> As a rule of thumb I only want to use software supported by the
> distributions packages management.
>
> So.. that leaves a question..
>
> Is it rt's problem it always needs bleeding edge dependencies? or is it
> the distributions we have to blame for (not) updating its packages? or
> is it a larger problem of OSS and its _very_ modular pillars?

Little bit of both, but I feel it's mostly the package maintainers fault 
for tieing RT to such late packages.  RT really only has a few packages 
where it requires any version.




From fw at deneb.enyo.de  Sat May 29 04:08:02 2004
From: fw at deneb.enyo.de (Florian Weimer)
Date: Sat, 29 May 2004 10:08:02 +0200
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
	(i@mindlace.net's message of "Fri, 28 May 2004 13:57:15 -0400")
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
Message-ID: <87isef64gt.fsf@deneb.enyo.de>

> So we should just not run request-tracker3 at all on a debian system?

You could run it on Debian/unstable, if you know what you are doing
and accept the resulting problems.

-- 
Current mail filters: many dial-up/DSL/cable modem hosts, and the
following domains: bigpond.com, di-ve.com, fuorissimo.com, hotmail.com,
jumpy.it, libero.it, netscape.net, postino.it, simplesnet.pt, spymac.com,
tiscali.co.uk, tiscali.cz, tiscali.it, voila.fr, yahoo.com.


From dag at dynasim.se  Sat May 29 12:25:32 2004
From: dag at dynasim.se (Dag Bruck)
Date: Sat, 29 May 2004 18:25:32 +0200
Subject: [rt-users] Spam management?
Message-ID: <200405291625.i4TGPWl01316@net.dynasim.se>

> That sounds simple enough but what mailer does the human use
> that keeps the original sender in the From: when forwarding
> to the unfiltered address?

Eudora has a "redirect" feature, in addition to "forward".

With Netscape's mail client you can set the reply-to address,
and that will then enter RT correctly.  In my experience, very
few messages need to be forwarded after some tweaking of the
SpamAssassin rules....

Dag Bruck


From elacour at easter-eggs.com  Sat May 29 15:01:19 2004
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Sat, 29 May 2004 21:01:19 +0200
Subject: [rt-users] RT CLI and Acls
In-Reply-To: <20040528151044.GJ27386@easter-eggs.com>
References: <20040528151044.GJ27386@easter-eggs.com>
Message-ID: <20040529190119.GB3357@easter-eggs.com>

On Fri, May 28, 2004 at 05:10:44PM +0200, Emmanuel Lacour wrote:
> 
> 
> 1) make a CLI created user, able to receive privileges
> 
> 2) modify acls for a queue
> 
> All of this with the RT CLI.

Well, I did it the easy way ... using RT API.
CLI is ok for some small and quick modifs, but I've found using the rt
API is better and faster for regular cron/scripting.

-- 
Emmanuel Lacour ------------------------------------ Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -     Fax: +33 (0) 1 41 35 00 76
mailto:elacour at easter-eggs.com   -    http://www.easter-eggs.com


From iqbala at qwestip.net  Sun May 30 01:01:32 2004
From: iqbala at qwestip.net (Asif Iqbal)
Date: Sun, 30 May 2004 01:01:32 -0400
Subject: [rt-users] No Graph in the Statistics page
Message-ID: <20040530050132.GA23613@qwestip.net>

Hi All

I did follow the instructions on
http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage page

I expanded the archive on my /opt/rt3/local page. I am running RT-3-10
with Apache 1.x and mod_perl1. I did install GD::Graph using CPAN tool

perl -MCPAN -e shell 
cpan> install GD::Graph

I don't see any graphs. Here is the source page looks like

 

Is that mean I need to install Apache::GD::Graph?

Please help

Thanks

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


From ehall at amaxx.com  Sun May 30 22:24:30 2004
From: ehall at amaxx.com (Hall, Eric M.)
Date: Sun, 30 May 2004 22:24:30 -0400
Subject: [rt-users] Unable to open tck via email
Message-ID: <22FE880162A7B449AC605D3E6E2D93440CAAC7@corpsrv.amaxx.net>

Group
 I'm new to this program. I'm trying to open tck via email. 
I read the doc and thought I have it but I get an error

Here is my /etc/aliases file under mailman aliases

rtir:         "| /opt/rt3/bin/rt-mailgate --queue 'Incident Reports'
--action correspond --url http://www.domain.net/"


When sending a message I get this back

            There was a SMTP communication problem with the recipient's
email server.  Please contact your system administrator.
            < WebServ #5.5.0 X-Unix; 69>


Any ideas?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jesse at bestpractical.com  Mon May 31 10:35:14 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 31 May 2004 10:35:14 -0400
Subject: [rt-users] RT 3.1.16 now available
Message-ID: <20040531143514.GO26946@pallas.eruditorum.org>

RT 3.1.16 is now available from the standard download location.  This is
one of the last snapshot releases before we go for a production quality
release candidate.  At the moment, the "big" outstanding patches are all
internationalization related.  While we'd be thrilled to have folks test
this out on their staging systems, we don't yet recommend it for
widespread production deployment.

        c7ab08d39ff15ee0f6aabf4092ee33a2  /pub/rt/devel/rt-3.1.16.tar.gz


	Best,
	Jesse Vincent
	Best Practical Solutions, LLC
-- 


From jesse at bestpractical.com  Mon May 31 10:34:39 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 31 May 2004 10:34:39 -0400
Subject: [rt-users] [Rt-announce] A brief update on what we've been working
	on
Message-ID: <20040531143439.GN26946@pallas.eruditorum.org>


While we've been hard at work on RT 3.2.x, that hasn't been all we've
been focusing on.  RT 3.2 focuses mainly on library and interface-level
changes to improve your experience.  We've also been working on what
will become RT 3.4 later this summer.  The big change coming in RT 3.4
is the further generalization and extension of the "Custom Field"
system. As of 3.4, custom fields can now apply to Ticket comments and 
correspondence, users and groups.  Additionally, we've got new "full
text" custom fields which let you type in large blocks of text, "file
upload" custom fields and "image" custom fields which let you upload
images which will be displayed inside RT's UI.

Those of you who watch svn://svn.bestpractical.com closely have likely
noticed a proliferation of smaller RT-related projects cropping up
there. These projects represent the first steps of a new strategy to
decouple features (that not everyone may want) from the core RT engine.
Some of them are fully-working tools. Others are skeletons for future
projects:

	RT-Journal/
		This is The blog engine that powered "pallas.eruditorum.org"
		this spring. It's being retooled for release atop RT 3.2
	RT-OnlineDocs/
		This tool presents a "webified" copy of RT's API
		documentation from within the RT Web UI. (Locked down so
		only superusers can poke at it)

	RT-ProjectManager/
		This is the skeleton of the Project Manager frontend we
		put together about two years ago now. It's not expected
		to run right away, but doesn't need a whole lot of work
	 	to get a hierarchical edit-view going.

	RT-Scope/
		This is a new framed layout for use in customer-service 
		scenarios where individual staffers need to deal with a
		large volume of incoming email.  It's still rough around
		the edges, but we've found it very useful already.

	RTx-Atom/
	RT-Client/

		 The RT::Atom API and the RT::Client client library
		 form the core of a new XML-based RPC mechanism (and
		 fully scriptable remote client API that's compliant 
		 with version 0.3 of the AtomAPI specification. Look for
		 a 1.0 release within the next month or two. The
		 RT::Client library is available under the same terms as
		 Perl itself, so you can tie your proprietary
		 applications to RT without using GPLed code.

	RT-Integration-CVS/
	RT-Integration-SVN/

		  Watch this space.




	

	Best,

	Jesse Vincent
	Best Practical Solutions, LLC


-- 
_______________________________________________
Rt-announce mailing list
Rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From stuart at krivis.com  Mon May 31 12:00:28 2004
From: stuart at krivis.com (Stuart Krivis)
Date: Mon, 31 May 2004 12:00:28 -0400
Subject: [rt-users] Spam management?
In-Reply-To: <200405291625.i4TGPWl01316@net.dynasim.se>
References: <200405291625.i4TGPWl01316@net.dynasim.se>
Message-ID: <40BB569C.8090606@krivis.com>

Dag Bruck wrote:

>>That sounds simple enough but what mailer does the human use
>>that keeps the original sender in the From: when forwarding
>>to the unfiltered address?
> 
> 
> Eudora has a "redirect" feature, in addition to "forward".

This is usually called "redirect" or "bounce."

Mutt and Pine will do it, as will some graphical MUAs.

Netscape/Mozilla/Thunderbird don't support this for some reason, and 
someone has even offered a bounty to whoever adds it. 
http://www.wonko.com/content.php?id=23

Pine or Mutt might be a good bet. You could set them as the shell so 
that even someone who doesn't know unix won't be exposed to the terrors 
of the command line. (Or tell them to login and type "pine." :-)

I think you have to explicitly enable this function in Pine. It's in 
Preferences or directly, in the rc file.


-- 

Stuart Krivis		stuart at krivis.com


From mh+rt-users at zugschlus.de  Mon May 31 15:45:03 2004
From: mh+rt-users at zugschlus.de (Marc Haber)
Date: Mon, 31 May 2004 21:45:03 +0200
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
Message-ID: <20040531194503.GK17514@torres.ka0.zugschlus.de>

On Fri, May 28, 2004 at 01:57:15PM -0400, emf wrote:
> On May 28, 2004, at 02:33, Marc Haber wrote:
> >Installing request-tracker3 from testing on a stable system pulls in
> >perl from testing which in turn pulls in libc6 from testing. So you
> >currently have a system that combines the disadvantages of Debian
> >stable (being grossly outdated being one of them) and Debian testing
> >(where "no security updates - packages with security updates might not
> >be updated for months if their dependencies are not satisfied" is one
> >of the most prominent ones).
> 
> So we should just not run request-tracker3 at all on a debian system?
> 
> Me, I tend to stay testing/unstable, but I have a less strict 
> definition of "production" than many.

The problem with testing/unstable is that you don't get any security
updates from the Debian security team. Additionally, testing might
have to wait for security updates for _weeks_ of time since packages
do migrate from unstable to testing only if all dependencies are
satisfied.

I'd go for stable with backports of selected packages, but backporting
perl might be a bitch to backport. If security is not your premium
concern, I'd go for unstable with frequent updates, but _straight_
unstable and no funny mixtures.

Be aware that if unstable breaks (security, and run-wise), you get to
keep the pieces and will have to live with downtime while you fix the
system. If you know Debian well, that's ok, but if you're a Debian
newbie, it might leave you with big big problems.

Greetings
Marc

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


From mh+rt-users at zugschlus.de  Mon May 31 15:53:39 2004
From: mh+rt-users at zugschlus.de (Marc Haber)
Date: Mon, 31 May 2004 21:53:39 +0200
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <1085783932.28510.2704.camel@louise3.6s.nl>
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
	<1085783932.28510.2704.camel@louise3.6s.nl>
Message-ID: <20040531195339.GL17514@torres.ka0.zugschlus.de>

On Sat, May 29, 2004 at 12:38:52AM +0200, Bastiaan Spandaw wrote:
> We currently use rt2, but because we want to upgrade to rt3
> I also chose for the option of using sarge+rt3 in a production
> environment.

I would recommend unstable. You get security updates in a much more
timely manner. OTOH, sid might break every day, and sarge breakages
are much less frequent. You need to carefully examine your preferences.

Maybe it would be a good compromise to run rt3 in a sid chroot hosted
on a Debian stable system. That way, backups are much easier and
faster to do, and you could probably run the database in the stable
host system.

> As a rule of thumb I only want to use software supported by the
> distributions packages management.

Neither Debian testing nor unstable get any "official" support. And
you can always roll your own .debs.

> Is it rt's problem it always needs bleeding edge dependencies? or is it
> the distributions we have to blame for (not) updating its packages? or
> is it a larger problem of OSS and its _very_ modular pillars?

It is a little bit of all.

> 
> debian stable is not a viable option in a _LOT_ of production
> environments.
> 

Acknowledged. Unfortunately, sarge won't release any time soon :-(
This is a major headache.

Greetings
Marc

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


From jamie.baddeley at fx.net.nz  Mon May 31 16:16:06 2004
From: jamie.baddeley at fx.net.nz (jamie baddeley)
Date: Tue, 01 Jun 2004 08:16:06 +1200
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <20040531195339.GL17514@torres.ka0.zugschlus.de>
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
	<1085783932.28510.2704.camel@louise3.6s.nl>
	<20040531195339.GL17514@torres.ka0.zugschlus.de>
Message-ID: <1086034566.998.12.camel@munter>

On Tue, 2004-06-01 at 07:53, Marc Haber wrote:
> On Sat, May 29, 2004 at 12:38:52AM +0200, Bastiaan Spandaw wrote:
> > We currently use rt2, but because we want to upgrade to rt3
> > I also chose for the option of using sarge+rt3 in a production
> > environment.
> 
> I would recommend unstable. You get security updates in a much more
> timely manner. OTOH, sid might break every day, and sarge breakages
> are much less frequent. You need to carefully examine your preferences.
> 

I also used to have this view.

I've just been through this. Sid broke twice in one week, and currently
remains broken. I've moved onto Sarge as a result. 

As the debian co-maintainer for rt3 pointed out to me, the security
based fixes implemented in Sid usually get tagged high priority, so get
passed through to sarge reasonably quickly.

My scenario is only customers and staff with known IP's can connect, so
this mitigates the security risk somewhat.

> Maybe it would be a good compromise to run rt3 in a sid chroot hosted
> on a Debian stable system. That way, backups are much easier and
> faster to do, and you could probably run the database in the stable
> host system.
> 
Which is what I've done (db on woody). Also, Thanks to the excellent
design of RT, and the superfurryanimal powers of debian, it was possible
to quickly change front ends (s/sid/sarge/g) with no hassle. (i.e
migrate local hacks etc).

> > As a rule of thumb I only want to use software supported by the
> > distributions packages management.
> 
> Neither Debian testing nor unstable get any "official" support. And
> you can always roll your own .debs.
> 
Indeed. I know someone who has created the rt3 backport. I'll ask if
they want to put this up somewhere.

> > Is it rt's problem it always needs bleeding edge dependencies? or is it
> > the distributions we have to blame for (not) updating its packages? or
> > is it a larger problem of OSS and its _very_ modular pillars?
> 
> It is a little bit of all.
> 
> > 
> > debian stable is not a viable option in a _LOT_ of production
> > environments.
> > 
> 
> Acknowledged. Unfortunately, sarge won't release any time soon :-(
> This is a major headache.
> 
Tell me about it :-)

> Greetings
> Marc



From mh+rt-users at zugschlus.de  Mon May 31 16:33:10 2004
From: mh+rt-users at zugschlus.de (Marc Haber)
Date: Mon, 31 May 2004 22:33:10 +0200
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <1086034566.998.12.camel@munter>
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
	<1085783932.28510.2704.camel@louise3.6s.nl>
	<20040531195339.GL17514@torres.ka0.zugschlus.de>
	<1086034566.998.12.camel@munter>
Message-ID: <20040531203310.GA17514@torres.ka0.zugschlus.de>

On Tue, Jun 01, 2004 at 08:16:06AM +1200, jamie baddeley wrote:
> On Tue, 2004-06-01 at 07:53, Marc Haber wrote:
> > On Sat, May 29, 2004 at 12:38:52AM +0200, Bastiaan Spandaw wrote:
> > > We currently use rt2, but because we want to upgrade to rt3
> > > I also chose for the option of using sarge+rt3 in a production
> > > environment.
> > 
> > I would recommend unstable. You get security updates in a much more
> > timely manner. OTOH, sid might break every day, and sarge breakages
> > are much less frequent. You need to carefully examine your preferences.
> > 
> 
> I also used to have this view.
> 
> I've just been through this. Sid broke twice in one week, and currently
> remains broken.

I cannot confirm this. My sid systems are alive and kicking.

otoh, sid usually fails rather spectacularly, so checking update's
implications on a staging system is reasonably painless.

> As the debian co-maintainer for rt3 pointed out to me, the security
> based fixes implemented in Sid usually get tagged high priority, so get
> passed through to sarge reasonably quickly.

I have to disagree on that. priority high only shortens the wait
period. If a package's dependencies cannot be satisfied in sarge, the
package doesn't migrate to sarge even if the waiting period is over.
That way, a security update can be held from migrating to sarge for
weeks or even months.

> My scenario is only customers and staff with known IP's can connect, so
> this mitigates the security risk somewhat.

It does, but I wouldn't feel comfortable with this.

> > Neither Debian testing nor unstable get any "official" support. And
> > you can always roll your own .debs.
> > 
> Indeed. I know someone who has created the rt3 backport. I'll ask if
> they want to put this up somewhere.

The problem with running a rt3 backport is that woody still has perl
5.6, which causes problems with international characters with rt3.
Anyway, that's what I remember from this list (I am unfortunately not
in charge of any rt3 installation at the moment).

Greetings
Marc

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


From nate at natetech.com  Mon May 31 19:43:29 2004
From: nate at natetech.com (Nate Duehr)
Date: Mon, 31 May 2004 17:43:29 -0600
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <1086034566.998.12.camel@munter>
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
	<1085783932.28510.2704.camel@louise3.6s.nl>
	<20040531195339.GL17514@torres.ka0.zugschlus.de>
	<1086034566.998.12.camel@munter>
Message-ID: <5171C1E5-B35C-11D8-B2DC-003065AF7D80@natetech.com>


On May 31, 2004, at 2:16 PM, jamie baddeley wrote:
> Which is what I've done (db on woody). Also, Thanks to the excellent
> design of RT, and the superfurryanimal powers of debian, it was 
> possible
> to quickly change front ends (s/sid/sarge/g) with no hassle. (i.e
> migrate local hacks etc).

Uh, that's...
                        This APT has Super Cow Powers.

(From apt-get -V)

;-)

Nate Duehr, nate at natetech.com



From bradleyb at u.washington.edu  Mon May 31 19:50:53 2004
From: bradleyb at u.washington.edu (Bradley Bell)
Date: Mon, 31 May 2004 16:50:53 -0700
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <5171C1E5-B35C-11D8-B2DC-003065AF7D80@natetech.com>
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
	<1085783932.28510.2704.camel@louise3.6s.nl>
	<20040531195339.GL17514@torres.ka0.zugschlus.de>
	<1086034566.998.12.camel@munter>
	<5171C1E5-B35C-11D8-B2DC-003065AF7D80@natetech.com>
Message-ID: <1086047453.1623.7.camel@smeagol>

On Mon, 2004-05-31 at 16:43, Nate Duehr wrote:
> On May 31, 2004, at 2:16 PM, jamie baddeley wrote:
> > Which is what I've done (db on woody). Also, Thanks to the excellent
> > design of RT, and the superfurryanimal powers of debian, it was 
> > possible
> > to quickly change front ends (s/sid/sarge/g) with no hassle. (i.e
> > migrate local hacks etc).
> 
> Uh, that's...
>                         This APT has Super Cow Powers.
> 
> (From apt-get -V)
> 
> ;-)

and don't forget apt-get moo!
!!!!

-brad



From jamie.baddeley at fx.net.nz  Mon May 31 20:02:58 2004
From: jamie.baddeley at fx.net.nz (Jamie Baddeley)
Date: Tue, 01 Jun 2004 12:02:58 +1200
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <5171C1E5-B35C-11D8-B2DC-003065AF7D80@natetech.com>
References: <40B6C945.4040407@krivis.com>
	<20040528063321.GA14376@torres.ka0.zugschlus.de>
	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>
	<1085783932.28510.2704.camel@louise3.6s.nl>
	<20040531195339.GL17514@torres.ka0.zugschlus.de>
	<1086034566.998.12.camel@munter>
	<5171C1E5-B35C-11D8-B2DC-003065AF7D80@natetech.com>
Message-ID: <1086048178.9043.26.camel@titan.fx.net.nz>

..you haven't seen the cows in this part of the world then..

:-)
On Tue, 2004-06-01 at 11:43, Nate Duehr wrote:
> On May 31, 2004, at 2:16 PM, jamie baddeley wrote:
> > Which is what I've done (db on woody). Also, Thanks to the excellent
> > design of RT, and the superfurryanimal powers of debian, it was 
> > possible
> > to quickly change front ends (s/sid/sarge/g) with no hassle. (i.e
> > migrate local hacks etc).
> 
> Uh, that's...
>                         This APT has Super Cow Powers.
> 
> (From apt-get -V)
> 
> ;-)
> 
> Nate Duehr, nate at natetech.com
-- 




From Rasmus.Brogger at uni-c.dk  Mon May 31 20:05:20 2004
From: Rasmus.Brogger at uni-c.dk (=?ISO-8859-1?Q?Rasmus_Br=F8gger?=)
Date: Tue, 01 Jun 2004 02:05:20 +0200
Subject: [rt-users] RT 3 and Debian :-)
In-Reply-To: <1086047453.1623.7.camel@smeagol>
References: <40B6C945.4040407@krivis.com>	<20040528063321.GA14376@torres.ka0.zugschlus.de>	<73EE2971-B0D0-11D8-A764-000A959B1F9A@mindlace.net>	<1085783932.28510.2704.camel@louise3.6s.nl>	<20040531195339.GL17514@torres.ka0.zugschlus.de>	<1086034566.998.12.camel@munter>	<5171C1E5-B35C-11D8-B2DC-003065AF7D80@natetech.com>
	<1086047453.1623.7.camel@smeagol>
Message-ID: <40BBC840.9040106@uni-c.dk>

Bradley Bell wrote:

> On Mon, 2004-05-31 at 16:43, Nate Duehr wrote:
> 
>>On May 31, 2004, at 2:16 PM, jamie baddeley wrote:
>>
>>>Which is what I've done (db on woody). Also, Thanks to the excellent
>>>design of RT, and the superfurryanimal powers of debian, it was 
>>>possible
>>>to quickly change front ends (s/sid/sarge/g) with no hassle. (i.e
>>>migrate local hacks etc).
>>
>>Uh, that's...
>>                        This APT has Super Cow Powers.
>>
>>(From apt-get -V)
>>
>>;-)
> 
> 
> and don't forget apt-get moo!
> !!!!
> 
> -brad
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer.
> http://bestpractical.com/services/training.html
> 
> Sign up early, as class space is limited. 

In my honest oppinion you should not use neither Debian Testing(Sarge) 
nor Unstable(Sid). And _if_ you "upgrade" to Sarge/Sid lock your system 
and only update critical security related patches. If you continue to 
upgrade Sarge/Sid you will stay on the bleeding edge, and you will run 
into problems with broken packages. And if you run into broken 
dependencies you need somewhat more knowlegde than the normal Debian 
sysadm to correct the errors. Remember that both Sarge and Sid is beta 
software (No offence).

If you wish to stick to Debian, consider using backported applications 
(see http://backports.org, http://apt-get.org or 
people.debian.org/~ sites). You will however run into some 
problems conserning mod_perl and perl versions, but it's quite easy to 
resolve.

And there's one more no-go. Don't install Sarge/Sid packages into Stable 
unless you know what you're doing. It backfires over time.

My 5 cents

/rhb