From rt-lists at ieinternet.com Mon Nov 1 04:58:54 2004 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Mon, 01 Nov 2004 09:58:54 +0000 Subject: [rt-users] Alternative Ticket Creation In-Reply-To: References: Message-ID: <1099303133.2550.51.camel@turing> On Sat, 2004-10-30 at 00:04, Roland, Ryan M wrote: > If we want to create our own front-end form, is there a command line > script (or whatever) we can call and pass the data to create the ticket? > [ ...snip...] Hi Ryan, We had the same requirements when we first moved to RT. We found that the simplest way was to have a standard HTML form which tied into a little PHP to send an email to the queue address. We use the PHP mail function like this: mail($queueaddress, $subject, $message, $from); Providing that you can get the requestor to enter their email address in the form, you can make the email to RT to appear to come from them and thus they get an RT ticket created message. In our environment, we have them put in their name also and build the $from like this: $from = "From: $email ($name)"; I hope this make sense, I haven't had my coffee yet! - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From rmroland at indiana.edu Mon Nov 1 08:39:44 2004 From: rmroland at indiana.edu (Roland, Ryan M) Date: Mon, 1 Nov 2004 08:39:44 -0500 Subject: [rt-users] Alternative Ticket Creation Message-ID: That's exactly what we were considering at first. However, since we are not in charge of the university wide email system there are basically two concerns we have with that setup. Firstly, is latency. If someone submits a request form, it may be minutes (or in bad times, hours) before that request email gets through to the RT box. Secondly is error checking. It's much more straightforward and simple to check for a return value of 1 from a command-line script than to have to catch and handle an email bounce. Also, since our web form front-end is on the same box as the RT instance, it'd be simple, immediate and easy to catch errors if we could pass the form data to a command line script which did the same basic job as rt-mailgate. In fact, we've considered using this, but haven't figured out the details of directly calling rt-mailgate yet and wondered if there was something already created that wouldn't expect an email format and would be fine with a simple text file. Any thoughts? Either way, thanks Ken for the confirmation that our first inclination was at least feasible. Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University 812.855.9617 rmroland at indiana.edu -----Original Message----- From: Ken O'Driscoll [mailto:rt-lists at ieinternet.com] Sent: Monday, November 01, 2004 04:59 To: Roland, Ryan M Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Alternative Ticket Creation On Sat, 2004-10-30 at 00:04, Roland, Ryan M wrote: > If we want to create our own front-end form, is there a command line > script (or whatever) we can call and pass the data to create the ticket? > [ ...snip...] Hi Ryan, We had the same requirements when we first moved to RT. We found that the simplest way was to have a standard HTML form which tied into a little PHP to send an email to the queue address. We use the PHP mail function like this: mail($queueaddress, $subject, $message, $from); Providing that you can get the requestor to enter their email address in the form, you can make the email to RT to appear to come from them and thus they get an RT ticket created message. In our environment, we have them put in their name also and build the $from like this: $from = "From: $email ($name)"; I hope this make sense, I haven't had my coffee yet! - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From rkagan at yorku.ca Mon Nov 1 09:09:39 2004 From: rkagan at yorku.ca (Ramon Kagan) Date: Mon, 1 Nov 2004 09:09:39 -0500 (EST) Subject: [rt-users] Alternative Ticket Creation In-Reply-To: References: Message-ID: If the form is on the same box as RT, then why would it take so long to get through mail?? Why don't you configure the form to go to the localhost directly? In any case, you can use rt-mailgate at the command line. /path-to/rt-mailgate --url http:// --queue general --action < form_info Read the test components of the rt-mailgate perl script. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 1 Nov 2004, Roland, Ryan M wrote: > That's exactly what we were considering at first. However, since we are > not in charge of the university wide email system there are basically > two concerns we have with that setup. Firstly, is latency. If someone > submits a request form, it may be minutes (or in bad times, hours) > before that request email gets through to the RT box. Secondly is error > checking. It's much more straightforward and simple to check for a > return value of 1 from a command-line script than to have to catch and > handle an email bounce. Also, since our web form front-end is on the > same box as the RT instance, it'd be simple, immediate and easy to catch > errors if we could pass the form data to a command line script which did > the same basic job as rt-mailgate. In fact, we've considered using > this, but haven't figured out the details of directly calling > rt-mailgate yet and wondered if there was something already created that > wouldn't expect an email format and would be fine with a simple text > file. > > Any thoughts? > > Either way, thanks Ken for the confirmation that our first inclination > was at least feasible. > > > Thanks, > > > > > Ryan Roland > > Application Developer > Information Technology > Division of Recreational Sports > Indiana University > > 812.855.9617 > rmroland at indiana.edu > > > -----Original Message----- > From: Ken O'Driscoll [mailto:rt-lists at ieinternet.com] > Sent: Monday, November 01, 2004 04:59 > To: Roland, Ryan M > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Alternative Ticket Creation > > On Sat, 2004-10-30 at 00:04, Roland, Ryan M wrote: > > If we want to create our own front-end form, is there a command line > > script (or whatever) we can call and pass the data to create the > ticket? > > > [ ...snip...] > > Hi Ryan, > > We had the same requirements when we first moved to RT. We found that > the simplest way was to have a standard HTML form which tied into a > little PHP to send an email to the queue address. > > We use the PHP mail function like this: > > mail($queueaddress, $subject, $message, $from); > > Providing that you can get the requestor to enter their email address in > the form, you can make the email to RT to appear to come from them and > thus they get an RT ticket created message. > > In our environment, we have them put in their name also and build the > $from like this: > > $from = "From: $email ($name)"; > > > I hope this make sense, I haven't had my coffee yet! > > - Ken. > > > > -- > This email has passed through an IE Internet MailWall gateway > and has been screened for known viruses, potential viruses and > malicious code. > > IE Internet.com MailWall (http://ieinternet.com/mailwall/) > -- > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From rt-lists at ieinternet.com Mon Nov 1 09:23:37 2004 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Mon, 01 Nov 2004 14:23:37 +0000 Subject: [rt-users] Alternative Ticket Creation In-Reply-To: References: Message-ID: <1099319016.2550.180.camel@turing> On Mon, 2004-11-01 at 13:39, Roland, Ryan M wrote: > That's exactly what we were considering at first. However, since we are > not in charge of the university wide email system there are basically > two concerns we have with that setup. Firstly, is latency. If someone > submits a request form, it may be minutes (or in bad times, hours) > before that request email gets through to the RT box. Secondly is error > checking. [ ...snip... ] > Any thoughts? Ryan, There is a command line tool which you can use to create a ticket. We looked at it but preferred the email solution. Basically, you use a web form to submit to a CGI script, which would output a file in say the following format: id: ticket/new Queue: mytestqueue Requestor: somebody at somewhere.com Subject: This is the ticket subject line Text: This is the body of the ticket Then use a command line this to create the ticket. rt create -t ticket -i < ticket.txt I don't know what the error codes are but if it works, it will output the new ticket number which you can then push back to the user. To use the CLI, you also need to export the following variables: RTUSER, RTPASSWD and RTSERVER The first two are just an authorised RT user, the last is the URL for your installation. I personally think that this is a really messy way to do things but it could well fit your environment. You could also look at the Perl API, which is a lot nicer. I'm sure the wiki has lots of nice examples. - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From rtusers at memory.blank.org Mon Nov 1 10:44:44 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Mon, 1 Nov 2004 10:44:44 -0500 Subject: [rt-users] RT Asset DB? In-Reply-To: <1099319016.2550.180.camel@turing> References: <1099319016.2550.180.camel@turing> Message-ID: <20041101154444.GL13394@blank.org> Before I jump down this rat-hole myself... Has anyone yet built an asset DB that hooks into RT3? One of the few things that I do sorta miss about Keystone was the integrated asset database... -n ------------------------------------------------------------ "Shucks, Sarge, my life sounds so exciting. Where do I get an invitation?" (--Cate Leonard, ne.motorcycles) ---------------------------------------------------- From john at trdlnk.com Mon Nov 1 10:45:07 2004 From: john at trdlnk.com (John Giles) Date: Mon, 01 Nov 2004 09:45:07 -0600 Subject: [rt-users] Upgraded from RT 3.0.8 to 3.2.2 and no Query Builder? In-Reply-To: <20041101035218.9B3F484C042@pallas.eruditorum.org> References: <20041101035218.9B3F484C042@pallas.eruditorum.org> Message-ID: Anyone I have this same problem when upgrading from 3.0.8 to 3.2.2. Does anyone have a solution besides nuking the whole installation. I can't afford to do this. John Giles john at trdlnk.com On Mon, 1 Nov 2004 14:46:42 +1100, Dion Gullotta wrote: > Hi, > > I upgraded to 3.2.2 from 3.0.8 last week, and I noticed that we are > lacking some functionality. Notably the query builder. It's still using > the older search method. I thought it might have been something with the > configuration files, so I copied over the RT_SiteConfig.pm file from > another fresh 3.2.2 installation that we have on another server (which > has > the query builder present). This had no noticible effect on anything. > > Another thing that is missing, possibly by design is the "Basics" > "People" > "Links" etc subheadings underneath the "Tickets" menu on the left hand > side.There's also no longer a link to the current ticket number there > anymore. > > Does anyone know how to bring these back? Is there some configuration I'm > missing? I followed the installation instructions exactly, but maybe I've > done something wrong. > > Thanks. > > Dion Gullotta > Far Edge Technology > p. 02 84251410 > f. 02 84251489 > http://www.faredge.com.au > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jalgermissen at topicmapping.com Mon Nov 1 12:09:31 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Mon, 01 Nov 2004 18:09:31 +0100 Subject: [rt-users] Upgraded from RT 3.0.8 to 3.2.2 and no Query Builder? References: <20041101035218.9B3F484C042@pallas.eruditorum.org> Message-ID: <41866DCB.6A7EAED2@topicmapping.com> John, maybe you customized RT by copying HTML files into the local directory? Then RT os propably not using the 3.2.2 files but your older ones (this at least happened to me once). Jan John Giles wrote: > > Anyone > > I have this same problem when upgrading from 3.0.8 to 3.2.2. > > Does anyone have a solution besides nuking the whole installation. > I can't afford to do this. > > John Giles > john at trdlnk.com > > On Mon, 1 Nov 2004 14:46:42 +1100, Dion Gullotta > wrote: > > > Hi, > > > > I upgraded to 3.2.2 from 3.0.8 last week, and I noticed that we are > > lacking some functionality. Notably the query builder. It's still using > > the older search method. I thought it might have been something with the > > configuration files, so I copied over the RT_SiteConfig.pm file from > > another fresh 3.2.2 installation that we have on another server (which > > has > > the query builder present). This had no noticible effect on anything. > > > > Another thing that is missing, possibly by design is the "Basics" > > "People" > > "Links" etc subheadings underneath the "Tickets" menu on the left hand > > side.There's also no longer a link to the current ticket number there > > anymore. > > > > Does anyone know how to bring these back? Is there some configuration I'm > > missing? I followed the installation instructions exactly, but maybe I've > > done something wrong. > > > > Thanks. > > > > Dion Gullotta > > Far Edge Technology > > p. 02 84251410 > > f. 02 84251489 > > http://www.faredge.com.au > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Jan Algermissen Consultant & Programmer http://www.jalgermissen.com From john at trdlnk.com Mon Nov 1 11:29:09 2004 From: john at trdlnk.com (John Giles) Date: Mon, 01 Nov 2004 10:29:09 -0600 Subject: [rt-users] Upgraded from RT 3.0.8 to 3.2.2 and no Query Builder? In-Reply-To: <41866DCB.6A7EAED2@topicmapping.com> References: <20041101035218.9B3F484C042@pallas.eruditorum.org> <41866DCB.6A7EAED2@topicmapping.com> Message-ID: That was it, many thanks to you... I had installed the Statistics package in my rt3/local directory... Thanks John On Mon, 01 Nov 2004 18:09:31 +0100, Jan Algermissen wrote: > John, > > maybe you customized RT by copying HTML files into the local directory? > Then RT os propably not using the 3.2.2 files but your older ones > (this at least happened to me once). > > Jan > > > > John Giles wrote: >> >> Anyone >> >> I have this same problem when upgrading from 3.0.8 to 3.2.2. >> >> Does anyone have a solution besides nuking the whole installation. >> I can't afford to do this. >> >> John Giles >> john at trdlnk.com >> >> On Mon, 1 Nov 2004 14:46:42 +1100, Dion Gullotta >> wrote: >> >> > Hi, >> > >> > I upgraded to 3.2.2 from 3.0.8 last week, and I noticed that we are >> > lacking some functionality. Notably the query builder. It's still >> using >> > the older search method. I thought it might have been something with >> the >> > configuration files, so I copied over the RT_SiteConfig.pm file from >> > another fresh 3.2.2 installation that we have on another server (which >> > has >> > the query builder present). This had no noticible effect on anything. >> > >> > Another thing that is missing, possibly by design is the "Basics" >> > "People" >> > "Links" etc subheadings underneath the "Tickets" menu on the left hand >> > side.There's also no longer a link to the current ticket number there >> > anymore. >> > >> > Does anyone know how to bring these back? Is there some configuration >> I'm >> > missing? I followed the installation instructions exactly, but maybe >> I've >> > done something wrong. >> > >> > Thanks. >> > >> > Dion Gullotta >> > Far Edge Technology >> > p. 02 84251410 >> > f. 02 84251489 >> > http://www.faredge.com.au >> > >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Be sure to check out the RT wiki at http://wiki.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > From rmroland at indiana.edu Mon Nov 1 18:08:09 2004 From: rmroland at indiana.edu (Roland, Ryan M) Date: Mon, 1 Nov 2004 18:08:09 -0500 Subject: [rt-users] Alternative Ticket Creation Message-ID: The reason we're looking at this option is that mail here at the university is handled outside our control and our group is unfamiliar enough with it that we cannot be sure of how things function. So we are looking at direct access since we're on the local box anyway. I have tested the use of the CLI rt and it seems to work very well for the majority of our needs. However, the documentation on it is sparse and there are two questions that I'm running into. 1) Can you set custom fields through this interface? I have tried adding the following to the ticket data file: cf_fieldname: value I've also tried to use the 'set' action with the rt command as follows: cat ticket_data | rt create -t ticket -i set cf_fieldname=value Neither of those seem to work. 2) How can a non-user create a ticket through this interface? We have it setup so that everyone can create a ticket and it uses the email address as the username with no passwd. So I tried export RTUSER=email at address.com export RTPASSWD= export RTSERVER=http://rt.web.server.addr/ Before running rt, but it complained of an incorrect username or password. Any suggestions would be helpful. Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University 812.855.9617 rmroland at indiana.edu -----Original Message----- From: Ramon Kagan [mailto:rkagan at yorku.ca] Sent: Monday, November 01, 2004 09:10 To: Roland, Ryan M Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Alternative Ticket Creation If the form is on the same box as RT, then why would it take so long to get through mail?? Why don't you configure the form to go to the localhost directly? In any case, you can use rt-mailgate at the command line. /path-to/rt-mailgate --url http:// --queue general --action < form_info Read the test components of the rt-mailgate perl script. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 1 Nov 2004, Roland, Ryan M wrote: > That's exactly what we were considering at first. However, since we are > not in charge of the university wide email system there are basically > two concerns we have with that setup. Firstly, is latency. If someone > submits a request form, it may be minutes (or in bad times, hours) > before that request email gets through to the RT box. Secondly is error > checking. It's much more straightforward and simple to check for a > return value of 1 from a command-line script than to have to catch and > handle an email bounce. Also, since our web form front-end is on the > same box as the RT instance, it'd be simple, immediate and easy to catch > errors if we could pass the form data to a command line script which did > the same basic job as rt-mailgate. In fact, we've considered using > this, but haven't figured out the details of directly calling > rt-mailgate yet and wondered if there was something already created that > wouldn't expect an email format and would be fine with a simple text > file. > > Any thoughts? > > Either way, thanks Ken for the confirmation that our first inclination > was at least feasible. > > > Thanks, > > > > > Ryan Roland > > Application Developer > Information Technology > Division of Recreational Sports > Indiana University > > 812.855.9617 > rmroland at indiana.edu > > > -----Original Message----- > From: Ken O'Driscoll [mailto:rt-lists at ieinternet.com] > Sent: Monday, November 01, 2004 04:59 > To: Roland, Ryan M > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Alternative Ticket Creation > > On Sat, 2004-10-30 at 00:04, Roland, Ryan M wrote: > > If we want to create our own front-end form, is there a command line > > script (or whatever) we can call and pass the data to create the > ticket? > > > [ ...snip...] > > Hi Ryan, > > We had the same requirements when we first moved to RT. We found that > the simplest way was to have a standard HTML form which tied into a > little PHP to send an email to the queue address. > > We use the PHP mail function like this: > > mail($queueaddress, $subject, $message, $from); > > Providing that you can get the requestor to enter their email address in > the form, you can make the email to RT to appear to come from them and > thus they get an RT ticket created message. > > In our environment, we have them put in their name also and build the > $from like this: > > $from = "From: $email ($name)"; > > > I hope this make sense, I haven't had my coffee yet! > > - Ken. > > > > -- > This email has passed through an IE Internet MailWall gateway > and has been screened for known viruses, potential viruses and > malicious code. > > IE Internet.com MailWall (http://ieinternet.com/mailwall/) > -- > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From erek at nbtsc.org Mon Nov 1 00:16:00 2004 From: erek at nbtsc.org (Erek Dyskant) Date: Sun, 31 Oct 2004 22:16:00 -0700 Subject: [rt-users] Emailing random password Message-ID: <20041101051600.GA13172@nbtsc.org> Hi All, I apologize if I am doing something careless. I am new to RT> Anyway, I just added Jessie's template code to automatically generate a password for new autogenerated users. However, it never actually generates a password, and as best I can figure, the main if clause is always negative, even when it is a new user. Thanks in adavance for all of your help. For Rreference I am including a copy of the code I am using, as I found in the listserv archives. Regards, Erek { *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; if (($Transaction->CreatorObj->id != $RT::Nobody->id) && (!$Transaction->CreatorObj->Privileged) && ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') ) { my $user = RT::User->new($RT::SystemUser); $user->Load($Transaction->CreatorObj->Id); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .= "An internal error has occurred. RT was not able to set a password for you. Please contact your local RT administrator for assistance."; } $out .= " You can check the current status and history of your requests at: ".$RT::WebURL." When prompted, enter the following username and password: Username: ".$user->Name." Password: ".$pass." "; } } From cmap_sec at yahoo.co.uk Tue Nov 2 07:00:34 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Tue, 2 Nov 2004 12:00:34 +0000 (GMT) Subject: [rt-users] Can't locate RT/Mason.pm in @INC Message-ID: <20041102120034.71217.qmail@web25109.mail.ukl.yahoo.com> hi I'm installing the current RT3 on Fedora Redhat Core 2. I didn't get any issues with the perl modules, and the database is created. My rt3.conf file looks like - DocumentRoot /usr/local/rt3/share/html PerlModule Apache::DBI SetHandler perl-script PerlHandler RT::Mason On a browser I get an internal server error 500 and in the error_log - [Tue Nov 02 11:42:11 2004] [error] [client 127.0.0.1] Can't locate RT/Mason.pm in @INC (@INC contains: /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3 /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 2) line 3.\n Doing a search for it finds it in these locations. find / -name Mason.pm /usr/lib/perl5/site_perl/5.8.3/Apache/Mason.pm /usr/lib/perl5/site_perl/5.8.3/HTML/Mason.pm /usr/lib/perl5/site_perl/5.8.3/Bundle/HTML/Mason.pm Any help appreciated. Thanks Elaine ___________________________________________________________ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From cmap_sec at yahoo.co.uk Tue Nov 2 07:08:55 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Tue, 2 Nov 2004 12:08:55 +0000 (GMT) Subject: [rt-users] Solving my own issue RT::Mason not in @INC Message-ID: <20041102120855.48026.qmail@web25105.mail.ukl.yahoo.com> typically, the moment I clicked send I found the answer to the RT::Mason not in @inc problem. Add a PerlRequire /usr/local/rt3/bin/webmux.pl statement. Elaine ___________________________________________________________ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From bmdeschenes at ubi.com Tue Nov 2 09:45:42 2004 From: bmdeschenes at ubi.com (Boris-Michel Deschenes) Date: Tue, 2 Nov 2004 09:45:42 -0500 Subject: [rt-users] paging admins on create Message-ID: <2E17AC0ED12EA54F9BEF813457413A640768EABB@srvmail1-mtl.montreal.ubisoft.org> Hi, We would like to enable paging for new tickets created in the urgent queue. Upon ticket creation, we need to run a shell command to use qpage to actually page the admins and tell them a new urgent ticket just came in... It's just a matter of running a shell command basically but I would like to know what's the best way to do it? at the rt-mailgate level or in a user defined scrip action ? Anybody else used it ? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From mjoseff at yellowbrix.com Tue Nov 2 10:20:42 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Tue, 2 Nov 2004 10:20:42 -0500 (EST) Subject: [rt-users] paging admins on create In-Reply-To: <2E17AC0ED12EA54F9BEF813457413A640768EABB@srvmail1-mtl.montreal.ubisoft.org> References: <2E17AC0ED12EA54F9BEF813457413A640768EABB@srvmail1-mtl.montreal.ubisoft.org> Message-ID: We have a cron that runs every minute: /opt/rt3/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg --condition RT::Condition::UntouchedInMinutes --condition-arg 1,24 --action RT::Action::SetPriority --action-arg 10 Then a perl script that checks for Priority. If the priority is 0-10, it pages level one admins for x minutes. 11 - 20, level two and so on. On Tue, 2 Nov 2004, Boris-Michel Deschenes wrote: }Hi, } }We would like to enable paging for new tickets created in the urgent queue. } }Upon ticket creation, we need to run a shell command to use qpage to }actually page the admins and tell them a new urgent ticket just came in... } }It's just a matter of running a shell command basically but I would like to }know what's the best way to do it? } }at the rt-mailgate level or in a user defined scrip action ? }Anybody else used it ? } }Thanks } } -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From matt at netjam.net Tue Nov 2 11:24:47 2004 From: matt at netjam.net (Matthew D. Stevens) Date: Tue, 02 Nov 2004 10:24:47 -0600 Subject: [rt-users] Purge Tickets Message-ID: <4187B4CF.8040408@netjam.net> Hello! I use a RT2 system with approximately 40,000 tickets. The system has become extremely slow so I would like to purge all of the tickets and only keep tickets from 1 year ago to present. I'm not quite sure how to do this so any help or suggestions would be much appreciated. Thanks, Matthew -- -- Matthew D. Stevens matt at netjam.net Sales and Purchasing Netjam, LLC http://www.netjam.net 333 Texas St. VISA/MC/AMEX/COD Suite 1401 90 day warranty Shreveport, LA 71101 Cisco Channel Partner p: 318-212-0245 f: 318-212-0246 Toll Free: 866-2-NETJAM AIM: Matt at Netjam -------------- next part -------------- A non-text attachment was scrubbed... Name: matt.vcf Type: text/x-vcard Size: 292 bytes Desc: not available URL: From awahlfeldt at subshell.com Tue Nov 2 13:04:06 2004 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Tue, 2 Nov 2004 19:04:06 +0100 Subject: [rt-users] Purge Tickets In-Reply-To: <20041102170009.811B384C0BB@pallas.eruditorum.org> Message-ID: <209401c4c106$5826d140$0f00000a@bernoulli> hi mattew, what you are going to do is EXTREMLY dangerous to the integrety of your rt-db and as far as i know not supported in any way. the recomended way to do this, would probably be to upgrade to rt3 and then use rtx-shredder (http://search.cpan.org/~ruz/RTx-Shredder). if you want/have to stay with rt2, there is a script that is supposed to do what you need. notice: I'VE NEVER USED IT. IT MIGHT BREAK YOUR DB. IT MIGHT BREAK YOUR INSTALLATION FOR ANY FURTHER UPDATES. you've been warned. if (unsensibly enough) still being interested take a look here: http://marc.free.net.ph/mbox/20031215.123203.713ec3e1.txt but don't ever come and blame me. good luck cu andreas __________________________ Andreas Wahlfeldt subshell GmbH Margaretenstra?e 43a 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt(at)subshell.com __________________________ Message: 6 Date: Tue, 02 Nov 2004 10:24:47 -0600 From: "Matthew D. Stevens" Subject: [rt-users] Purge Tickets To: rt-users at lists.bestpractical.com Message-ID: <4187B4CF.8040408 at netjam.net> Content-Type: text/plain; charset="iso-8859-1" Hello! I use a RT2 system with approximately 40,000 tickets. The system has become extremely slow so I would like to purge all of the tickets and only keep tickets from 1 year ago to present. I'm not quite sure how to do this so any help or suggestions would be much appreciated. Thanks, Matthew -- -- Matthew D. Stevens matt at netjam.net Sales and Purchasing Netjam, LLC http://www.netjam.net 333 Texas St. VISA/MC/AMEX/COD Suite 1401 90 day warranty Shreveport, LA 71101 Cisco Channel Partner p: 318-212-0245 f: 318-212-0246 Toll Free: 866-2-NETJAM AIM: Matt at Netjam From kerrboy at gmail.com Tue Nov 2 13:36:31 2004 From: kerrboy at gmail.com (brianBOFH) Date: Tue, 2 Nov 2004 13:36:31 -0500 Subject: [rt-users] Purge Tickets In-Reply-To: <4187B4CF.8040408@netjam.net> References: <4187B4CF.8040408@netjam.net> Message-ID: Hi Matthew, 40,000 tickets is a fairly small installation. You will find that creating some indices will speed things up greatly. Check out http://lists.bestpractical.com/pipermail/rt-users/2001-August/003824.html -Brian On Tue, 02 Nov 2004 10:24:47 -0600, Matthew D. Stevens wrote: > Hello! > > I use a RT2 system with approximately 40,000 tickets. The system has > become extremely slow so I would like to purge all of the tickets and > only keep tickets from 1 year ago to present. I'm not quite sure how to > do this so any help or suggestions would be much appreciated. > > Thanks, > > Matthew > > -- > -- > Matthew D. Stevens > matt at netjam.net > Sales and Purchasing > > Netjam, LLC http://www.netjam.net > 333 Texas St. VISA/MC/AMEX/COD > Suite 1401 90 day warranty > Shreveport, LA 71101 Cisco Channel Partner > > p: 318-212-0245 > f: 318-212-0246 > Toll Free: 866-2-NETJAM > AIM: Matt at Netjam > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > From ron.tyro at utoronto.ca Tue Nov 2 13:48:22 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Tue, 02 Nov 2004 13:48:22 -0500 Subject: [rt-users] What kinds of skills are required for RT Message-ID: <4187D676.32150E80@utoronto.ca> Hi. I'm new to this product, and was hoping this list can answer a few questions on Request Tracker. Is it necessary to be a *nix systems administrator for RT? Is it necessary to be DBA for RT? Is it necessary to be a perl expert to use and upgrade RT? Can RT be used out of the box or do I need to customize it? Basically, what kinds of skills do I need to have in order to install/maintain/upgrade RT on a *nix environment? Thank you in advance, Ron -- Ron Tyro Scotiabank Information Commmons, University of Toronto From kerrboy at gmail.com Tue Nov 2 14:17:22 2004 From: kerrboy at gmail.com (brianBOFH) Date: Tue, 2 Nov 2004 14:17:22 -0500 Subject: [rt-users] rt3 enhanced mailgate? Message-ID: Hi Do any of you have an enhanced rt3 mailgate? We were using the rt2 version fairly heavily (to auto-assign Owner based on body content - RT-Owner: user) Thanks in advance, Brian From ron.tyro at utoronto.ca Tue Nov 2 15:33:45 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Tue, 02 Nov 2004 15:33:45 -0500 Subject: [rt-users] What is the easiest *nix to use with RT Message-ID: <4187EF29.E34632D2@utoronto.ca> Hi. What is the easiest version *nix to use with RT. I am stuck with an IBM Optiplex GX260 for my evaluation of RT. I have tried RH9 without much luck. I have tried Debian Linux 3.0 r2 woody, but I can't even get X-windows to load; very few drivers, etc. Anything out there which might work for me? Thanks in advance, Ron -- Ron Tyro Scotiabank Information Commmons, University of Toronto 130 St. George Street, Toronto, Ontario M5S 3H1 From mjoseff at yellowbrix.com Tue Nov 2 15:40:58 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Tue, 2 Nov 2004 15:40:58 -0500 (EST) Subject: [rt-users] What is the easiest *nix to use with RT In-Reply-To: <4187EF29.E34632D2@utoronto.ca> References: <4187EF29.E34632D2@utoronto.ca> Message-ID: FreeBSD here :) On Tue, 2 Nov 2004, Ron Tyro wrote: }Hi. } }What is the easiest version *nix to use with RT. I am stuck with an IBM }Optiplex GX260 for my evaluation of RT. I have tried RH9 without much }luck. I have tried Debian Linux 3.0 r2 woody, but I can't even get }X-windows to load; very few drivers, etc. Anything out there which }might work for me? } }Thanks in advance, }Ron } } -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From lists at openunix.de Tue Nov 2 15:47:56 2004 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Tue, 2 Nov 2004 21:47:56 +0100 Subject: [rt-users] What is the easiest *nix to use with RT In-Reply-To: <4187EF29.E34632D2@utoronto.ca> References: <4187EF29.E34632D2@utoronto.ca> Message-ID: <20041102204756.GA15666@bofh.hanau.net> On Di, Nov 02, 2004 at 03:33:45 -0500, Ron Tyro wrote: > Hi. > > What is the easiest version *nix to use with RT. I am stuck with an IBM > Optiplex GX260 for my evaluation of RT. I have tried RH9 without much > luck. I have tried Debian Linux 3.0 r2 woody, but I can't even get > X-windows to load; very few drivers, etc. Anything out there which > might work for me? Just enter apt-get install request-tracker3 under debian/sarge. I think, rt3 is also part of the FreeBSD ports. From bsam at ipt.ru Tue Nov 2 15:52:25 2004 From: bsam at ipt.ru (Boris B. Samorodov) Date: Tue, 2 Nov 2004 23:52:25 +0300 Subject: [rt-users] What is the easiest *nix to use with RT In-Reply-To: <4187EF29.E34632D2@utoronto.ca> References: <4187EF29.E34632D2@utoronto.ca> Message-ID: <20041102205225.GA44070@ipt.ru> Hi! On Tue, Nov 02, 2004 at 03:33:45PM -0500, Ron Tyro wrote: > Hi. > > What is the easiest version *nix to use with RT. I am stuck with an IBM > Optiplex GX260 for my evaluation of RT. I have tried RH9 without much > luck. I have tried Debian Linux 3.0 r2 woody, but I can't even get > X-windows to load; very few drivers, etc. Anything out there which > might work for me? Take a look at FreeBSD-4.x-STABLE. > Ron WBR -- bsam From paul at distributel.net Tue Nov 2 15:50:23 2004 From: paul at distributel.net (Paul Khavkine) Date: Tue, 2 Nov 2004 15:50:23 -0500 (EST) Subject: [rt-users] What is the easiest *nix to use with RT In-Reply-To: Message-ID: <20041102154952.R44900-100000@krusty.mtl.distributel.net> Same here, also NetBSD on powermac G4 :-). Cheers Paul On Tue, 2 Nov 2004, Matthew Joseff wrote: > >FreeBSD here :) > >On Tue, 2 Nov 2004, Ron Tyro wrote: > >}Hi. >} >}What is the easiest version *nix to use with RT. I am stuck with an IBM >}Optiplex GX260 for my evaluation of RT. I have tried RH9 without much >}luck. I have tried Debian Linux 3.0 r2 woody, but I can't even get >}X-windows to load; very few drivers, etc. Anything out there which >}might work for me? >} >}Thanks in advance, >}Ron >} >} > >-- >Matthew Joseff, Director Technical Operations >(p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 >YellowBrix - Transforming Content Into Action. >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > ************************************************ Paul Khavkine Network Administrator DISTRIBUTEL Communications. 740 Notre Dame West, Suite 1135 Montreal, Quebec, Canada, H3C 3X6 1-514-877-5505 x 263 http://www.distributel.net ************************************************ From jim.rowan at starcore-dsp.com Tue Nov 2 16:59:34 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Tue, 2 Nov 2004 15:59:34 -0600 Subject: [rt-users] What is the easiest *nix to use with RT Message-ID: <7DE01782B2345640AD55C17C5D2888DC3A514E@ausexm2.aus.starcore-dsp.com> FreeBSD 4.x We have an Optiplex GX1(blurf) that we have used as a test machine in the past; I don't remember any difficulties at all with it. Can't swear that X was running, since it lives in the server room -- but X is generally pretty easy to get going with FreeBSD. From jim.rowan at starcore-dsp.com Tue Nov 2 17:09:51 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Tue, 2 Nov 2004 16:09:51 -0600 Subject: [rt-users] paging admins on create Message-ID: <7DE01782B2345640AD55C17C5D2888DC05F826@ausexm2.aus.starcore-dsp.com> I can't give you the exact perl, but a scrip that has a custom "on create" scrip that does "system(qpage blurf);" in it ought to do the trick. Jim Rowan Manager of Information Architecture, Management, and Security StarCore LLC (512) 682-8533 jim.rowan at starcore-dsp.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris-Michel Deschenes Sent: Tuesday, November 02, 2004 8:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] paging admins on create Hi, We would like to enable paging for new tickets created in the urgent queue. Upon ticket creation, we need to run a shell command to use qpage to actually page the admins and tell them a new urgent ticket just came in... It's just a matter of running a shell command basically but I would like to know what's the best way to do it? at the rt-mailgate level or in a user defined scrip action ? Anybody else used it ? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmurali at psu.edu Tue Nov 2 14:29:05 2004 From: rmurali at psu.edu (Murali Ramsunder) Date: Tue, 02 Nov 2004 14:29:05 -0500 Subject: [rt-users] RT mail error Message-ID: <1099423745.10794.61.camel@jyothi.aset.psu.edu> Hi, I am a new RT installer. I downloaded and installed RT-3.2.2 with MySQL-4.0.21, Perl-5.8.5 and mod_fastcgi-2.4.2 on RHEL AS3 running 2.4.21-4.ELsmp kernel. Got the web login working and am able to do all functions from the browser but the email based access is problematic. Below is an example of the message I see in the maillog. I google'd around but didn't find a solution. Any help appreciated. thanks, Murali Nov 2 13:42:04 ligo-mon postfix/local[25024]: 3052865CCF: to=, relay=local, delay=7475, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said:

System error

__________________________________ Do you Yahoo!? Check out the new Yahoo! Front Page. www.yahoo.com From pieter at West.NL Wed Nov 3 09:37:16 2004 From: pieter at West.NL (Pieter van der Spek) Date: Wed, 03 Nov 2004 15:37:16 +0100 Subject: [rt-users] upgrade database from RT2 to RT3 Message-ID: <4188ED1C.2080207@west.nl> I want to upgrade the current version of RT that I'm using (2.0.11) to the latest released version (3.2.2). My plan is to install the new version as if it is the very first version of RT that I'm using and than load the contents of the database of RT2 into the database of RT3. I think this will probably be the easiest to do, without any risk of losing any of the old data in case something goes wrong. However, I have not (yet) been able to find out how I can load the contents of the old database into the new one. I did find the rt2-to-rt3 tool but it did not exaclty help me to understand exactly how I should proceed. I hope someone on this mailinglist can give me some pointers. Thanks in advance for any help you can give me. Greetings, -- -- Pieter van der Spek, pieter at west.nl From lendl at nic.at Wed Nov 3 09:43:46 2004 From: lendl at nic.at (Otmar Lendl) Date: Wed, 3 Nov 2004 15:43:46 +0100 Subject: [rt-users] auth_pgsql and the RT database Message-ID: <20041103144346.GA2020@nic.at> Just FYI, I've implemented a simple SOAP interface for my RT-based application and for that I needed Apache to restrict access to certain s based on username/password from the RT database (in my case Postgresql). The solution was to use auth_pgsql: LoadModule auth_pgsql_module /usr/lib/apache/1.3/mod_auth_pgsql.so combined with: AuthName "RT SOAP Authentication" AuthType basic require valid-user Auth_PG_host localhost Auth_PG_port 5432 Auth_PG_user rtuser Auth_PG_pwd XXXXXX Auth_PG_database rtdb Auth_PG_pwd_table users Auth_PG_uid_field name Auth_PG_pwd_field "encode(decode( password || '==' ,'base64'), 'hex')" Auth_PG_encrypted on Auth_PG_hash_type MD5 Share and Enjoy! /ol (Yes, there is no question in this mail. This mail is dedicated to the people who might have the same need and are capable of searching the mailing list archives.) -- < Otmar Lendl (lendl at nic.at) | nic.at Systems Engineer > From pieter at West.NL Wed Nov 3 10:14:46 2004 From: pieter at West.NL (Pieter van der Spek) Date: Wed, 03 Nov 2004 16:14:46 +0100 Subject: [rt-users] upgrade database from RT2 to RT3 Message-ID: <4188F5E6.5020601@west.nl> I want to upgrade the current version of RT that I'm using (2.0.11) to the latest released version (3.2.2). My plan is to install the new version as if it is the very first version of RT that I'm using and than load the contents of the database of RT2 into the database of RT3. I think this will probably be the easiest to do, without any risk of losing any of the old data in case something goes wrong. However, I have not (yet) been able to find out how I can load the contents of the old database into the new one. I did find the rt2-to-rt3 tool but it did not exaclty help me to understand exactly how I should proceed. I hope someone on this mailinglist can give me some pointers. Thanks in advance for any help you can give me. Greetings, -- -- Pieter van der Spek, pieter at west.nl From bortzmeyer at nic.fr Wed Nov 3 10:53:09 2004 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Wed, 3 Nov 2004 16:53:09 +0100 Subject: [rt-users] Re: What kinds of skills are required for RT In-Reply-To: <4187D676.32150E80@utoronto.ca> References: <4187D676.32150E80@utoronto.ca> Message-ID: <20041103155309.GA3990@nic.fr> On Tue, Nov 02, 2004 at 01:48:22PM -0500, Ron Tyro wrote a message of 23 lines which said: > Is it necessary to be a *nix systems administrator for RT? To install it, yes. To use it, not at all. > Is it necessary to be DBA for RT? To install it, it helps. To use it, not at all. > Is it necessary to be a perl expert to use and upgrade RT? To use it, not at all. To upgrade it, it helps. > Can RT be used out of the box or do I need to customize it? I use it out of the box on some sites. > Basically, what kinds of skills do I need to have in order to > install/maintain/upgrade RT on a *nix environment? Ordinary sysadmin skills. From howard.jones at network-i.net Wed Nov 3 11:01:00 2004 From: howard.jones at network-i.net (Howard Jones) Date: Wed, 3 Nov 2004 16:01:00 -0000 Subject: [rt-users] Grouping requestors by organisation? Message-ID: <13e301c4c1be$50473f10$0a01010a@slough.local> Hi, I'd like to be able to somehow group RT users from the same organisation so that they can see other tickets opened by their organisation - is there a nice built-in way to this? I guess the alternative is to somehow force the requestor address to known one, but our customer's get confused enough about corresponding via RT as it is :-) Does anyone already do something like this? Best Regards, Howard From ruediger.riediger at Sun.COM Wed Nov 3 10:50:48 2004 From: ruediger.riediger at Sun.COM (Ruediger Riediger) Date: Wed, 03 Nov 2004 16:50:48 +0100 Subject: [rt-users] Scrip execution order anomaly? Message-ID: <4188FE58.5050502@sun.com> Hello RT users, -> resent from [RT-devel] I have a strange scrip execution order anomaly in RT 3.0.12. I already have read http://wiki.bestpractical.com/index.cgi?ScripExecOrder so I think the below is what I learned. In a given Stage (here: TransactionCreate, as TransactionBatch does not work with this version of RT), I expect the scrips being executed in the following order [per scrip Prepare/Commit part, not per number]: Condition Scrip #1 return = undef -> stop return = 1 -> Prepare Scrip #1 return = undef -> stop return = 1 -> remember #1 Condition Scrip #2 return = undef -> stop return = 1 -> Prepare Scrip #2 return = undef -> stop return = 1 -> remember #2 Condition Scrip #3 return = undef -> stop return = 1 -> Prepare Scrip #3 return = undef -> stop return = 1 -> remember #3 now run through all # remembered from above: for i (remember) { Commit #i } Again, the numbers are just labels, there is no guarantee that #1 is executed before #2. Now, this means that all Prepare scrips are done before the Commit scrips are run. If e.g. the priority of a ticket is changed in Prepare #3, the new priority should be there for Commit #1, #2, etc. However, I found that this is not the case: # Tue Nov 02 13:19:30 2004 RT_System - Starts changed from Not set to Tue Nov 02 13:19:30 2004 # Tue Nov 02 13:19:31 2004 RT_System - Due changed from Not set to Wed Nov 03 13:20:30 2004 # Tue Nov 02 13:19:32 2004 RT_System - SLA Full service added # Tue Nov 02 13:19:32 2004 RT_System - State new added # Tue Nov 02 13:19:33 2004 RT_System - HowReported Email added # Tue Nov 02 13:19:35 2004 RT_System - Priority changed from 2 to 1 ...although the priority change (last entry) is done in the Prepare phase while all other things are done in the Commit phase (and would yield other results if the priority would be 1, e.g. Due would be "Tue Nov 02 14:19:30 2004", the SLA would be different, etc.). Can someone please provide me with some insight what goes wrong - and how to fix it? Thanks! Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message 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 email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From seph at directionless.org Wed Nov 3 11:44:46 2004 From: seph at directionless.org (seph) Date: Wed, 03 Nov 2004 11:44:46 -0500 Subject: [rt-users] Re: attaching user information when replying to a ticket In-Reply-To: <001a01c4c174$2805c390$3f5aa8c0@yourtraagwl48w> (Paul McAlister's message of "Wed, 3 Nov 2004 18:10:10 +1100") References: <001a01c4c174$2805c390$3f5aa8c0@yourtraagwl48w> Message-ID: > From: postmaster at brown on behalf of support at ourdomain.com outlook is interpreting the Sender header. Look for the docs about how to get rid of it. seph Date: Wed, 03 Nov 2004 11:42:06 -0500 In-Reply-To: <001a01c4c174$2805c390$3f5aa8c0 at yourtraagwl48w> (Paul McAlister's message of "Wed, 3 Nov 2004 18:10:10 +1100") Message-ID: User-Agent: Gnus/5.1002 (Gnus v5.10.2) Emacs/21.3 (gnu/linux) From seph at directionless.org Wed Nov 3 11:46:49 2004 From: seph at directionless.org (seph) Date: Wed, 03 Nov 2004 11:46:49 -0500 Subject: [rt-users] Re: CanonicalizeAddress in RT3 In-Reply-To: <41887F4C.9030009@rptec.ch> (Jean-Eric Cuendet's message of "Wed, 03 Nov 2004 07:48:44 +0100") References: <41887F4C.9030009@rptec.ch> Message-ID: > I use RT2 and needs the CanonicalizeAddress function. > I saw after digging through google and MailingLists that it's no more > available with RT3. What gave you that idea? From my RT_Config.pm # RT provides functionality which allows the system to rewrite # incoming email addresses. In its simplest form, # you can substitute the value in CanonicalizeEmailAddressReplace # for the value in CanonicalizeEmailAddressMatch # (These values are passed to the CanonicalizeEmailAddress subroutine in RT/User.pm) # By default, that routine performs a s/$Match/$Replace/gi on any address passed to it and if you need something more complicated, you can overlay the CanonicalizeEmailAddress subroutine seph From gdunn at inscriber.com Wed Nov 3 12:15:50 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Wed, 03 Nov 2004 12:15:50 -0500 Subject: [rt-users] Handling EOL in incoming mail text attachments Message-ID: <41891246.3020602@inscriber.com> We've had several instances recently where customers will mail in a text file with a non-txt extension (say example.log), and when viewing this attachment in the web ui, it's listed with a content-type of "application/octet-stream", and clicking to view it results in a file with improper EOL characters, eg. Line1 Line2 Line3 will become Line1Line2Line3 Is this something that can be fixed by adjusting the content-type for the attachment, or is it more involved? (RT3.2.2, apache 1.3.31, mysql 4.0.21) Thanks, Graham From autarch at urth.org Wed Nov 3 13:18:09 2004 From: autarch at urth.org (Dave Rolsky) Date: Wed, 3 Nov 2004 12:18:09 -0600 (CST) Subject: [rt-users] Aborting a scrip for a specific queue Message-ID: I'd like to _not_ send emails for certain scrips for one queue in a system. Specifically, we're using it to handle bounces & postmaster emails, and I don't want that queue to send mail to the requestors. Ideally, I'd just weak the global scrips to do this rather than recreating the "on resolve" scrip for each of the other queues. I tried doing this with some custom prep code in the "on resolve" scrip like this: die "no email" if $self->TicketObj->QueueObj->Name eq 'Bounces'; return 1; I also tried just returning 0. Neither one of those seemed to do anything. Is what I'm trying to do possible? -dave /*=========================== VegGuide.Org Your guide to all that's veg. ===========================*/ From rt at chaka.net Wed Nov 3 14:58:41 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 3 Nov 2004 14:58:41 -0500 Subject: [rt-users] Aborting a scrip for a specific queue In-Reply-To: References: Message-ID: <20041103195841.GA8403@chaka.net> Returning 0 when the queue name matches is exactly how I disable a scrip for just one queue. -Todd On Wed, Nov 03, 2004 at 12:18:09PM -0600, Dave Rolsky wrote: > I'd like to _not_ send emails for certain scrips for one queue in a > system. Specifically, we're using it to handle bounces & postmaster > emails, and I don't want that queue to send mail to the requestors. > > Ideally, I'd just weak the global scrips to do this rather than recreating > the "on resolve" scrip for each of the other queues. > > I tried doing this with some custom prep code in the "on resolve" scrip > like this: > > die "no email" if $self->TicketObj->QueueObj->Name eq 'Bounces'; > return 1; > > I also tried just returning 0. Neither one of those seemed to do > anything. Is what I'm trying to do possible? > > > -dave > > /*=========================== > VegGuide.Org > Your guide to all that's veg. > ===========================*/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Wed Nov 3 15:48:44 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 3 Nov 2004 15:48:44 -0500 Subject: [rt-users] Grouping requestors by organisation? In-Reply-To: <13e301c4c1be$50473f10$0a01010a@slough.local> References: <13e301c4c1be$50473f10$0a01010a@slough.local> Message-ID: <20041103204844.GB8403@chaka.net> Step one is to put all the users from the same organization in the same RT group. Two, if you can create one queue per organization then create the queue. Three, give the group the proper permissions on the queue. If tickets from different organization need to be in the same queue you will need to make the group an AdminCc on a per ticket basis, which is either manual or could be automated with a scrip. Then give the role AdminCc the desired permissions. -Todd On Wed, Nov 03, 2004 at 04:01:00PM -0000, Howard Jones wrote: > Hi, > > I'd like to be able to somehow group RT users from the same organisation so > that they can see other tickets opened by their organisation - is there a > nice built-in way to this? I guess the alternative is to somehow force the > requestor address to known one, but our customer's get confused enough > about corresponding via RT as it is :-) > > Does anyone already do something like this? > > Best Regards, > > Howard > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jkikpole at cairodurham.org Wed Nov 3 16:51:22 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 3 Nov 2004 16:51:22 -0500 (EST) Subject: [rt-users] RTFM bug? Message-ID: <55733.10.1.13.228.1099518682.squirrel@10.1.13.228> I don't know if I ran across a bug, FAQ, or something new. When I try to change the contents of a custom field in RTFM, I get a message like this: Couldn't load custom field 2 value MH while trying to delete it. I have tried it as root and gotten the same message, so I don't think that its a privileges issue. It may occur in other situations, but I can consistently reproduce it under a SelectMultiple field. SelectSingle appears to NOT be effected. Any ideas? Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From jkikpole at cairodurham.org Wed Nov 3 16:59:33 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 3 Nov 2004 16:59:33 -0500 (EST) Subject: [rt-users] Duplicate mailings (RT 3.2.2) Message-ID: <55746.10.1.13.228.1099519173.squirrel@10.1.13.228> I've noticed that I receive several messages when someone replies to a ticket that I own. In 2.0.15 this did not occur. Can anyone see the problem? My scrips are as follows: On Correspond Open Tickets with template Blank On Create Autoreply To Requestors with template CD Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Owner Change Notify Owner with template Transaction My account is listed in AdminCC: under the queue. One of the two messages appears to be formatted by template Admin Comment while the other appears to be the template Correspondence. Does RT no longer look for duplicate recipients or did I misconfigure something? Thanks in advance, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From jkikpole at cairodurham.org Wed Nov 3 17:02:01 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 3 Nov 2004 17:02:01 -0500 (EST) Subject: [rt-users] Duplicate mailings (RT 3.2.2) In-Reply-To: <55746.10.1.13.228.1099519173.squirrel@10.1.13.228> References: <55746.10.1.13.228.1099519173.squirrel@10.1.13.228> Message-ID: <55751.10.1.13.228.1099519321.squirrel@10.1.13.228> Jaime Kikpole said: > My account is listed in AdminCC: under the queue. One of the two > messages appears to be formatted by template Admin Comment while the > other appears to be the template Correspondence. A clarification: My address is in AdminCC for the queue while the templates and scrips are under the global settings. Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From cducharm at direct-alliance.com Wed Nov 3 17:55:53 2004 From: cducharm at direct-alliance.com (Craig Ducharme) Date: Wed, 3 Nov 2004 15:55:53 -0700 Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 Message-ID: <2DA13C2FAC7B48468865DE337A37D62B08935D11@mailp1.directalliance.com> Indika, Are you logged in as Administrator when you execute rt-mailgate? Ownership of rt-mailgate.conf needs to be that of the user executing rt-mailgate. Regards, Craig Ducharme -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Indika Wasala Sent: Wednesday, November 03, 2004 4:10 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 Hi All, I have successfully installed rt-3.0.11.exe from http://p4.elixus.org/dist/ in a Windows 2000 advanced server machine and everything works fine except fetchmail which comes with the distribution. When I ran rt-mailgate shortcut I get the following error message after successfully login into the mail server, FETCHM~1: MDA returned nonzero status 127 not flushed I changed the owner of the file rt-mailgate.conf to the administrator and replaced the cygwin1.dll file (in bin folder) with a latest version (1005.9.0.0 with 1005.11.0.0 - got this trick from a mailing list) but still get the above error. Any help would be greatly appreciated. Thanks. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted in reliance on it, is prohibited and may be unlawful. From paulm at fedinternational.com Wed Nov 3 18:53:15 2004 From: paulm at fedinternational.com (Paul McAlister) Date: Thu, 4 Nov 2004 10:53:15 +1100 Subject: [rt-users] attaching user information when replying to a ticket In-Reply-To: <20041103142626.GH63018@snowcrash.tpb.net> Message-ID: <001001c4c200$48fc2850$3f5aa8c0@yourtraagwl48w> >Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm. I have copied the variable across from C:\Program Files\OurInternet\Request Tracker\rt\etc\RT_Config.pm.in into RT_SiteConfig.pm and set the values of UsefriendlyFromLine to both 0 and 1, but see no difference in the format. Do you need to reinstall rt, or should I see the changes immediately when I add this line to RT_SiteConfig.pm. Also shouldn't Usefriendlyfromline default to 1 anyway when installed? In which case, is the reason I am having these problems the result of me using version 3.0.12 instead of an earlier version? Paul >* paulm at fedinternational.com (Paul McAlister) [Wed 03 Nov 2004, 08:07 CET]: >> Hi we are a support firm, and have just begun looking at request tracker >> as a way of tracking the progress of our support calls. We have created >> a default queue called support of which all our support email enters rt >> so that we can monitor their progress. >Good choice. Please also turn off HTML when mailing a list. And double >postings are discouraged. >> The problem we are finding is that when we receive a support email and >> it enters rt as a new ticket, when we reply to the sender through the rt >> interface the header of the email back to the sender is of the form:- >> >> From: postmaster at brown on behalf of support at ourdomain.com >That's Outlook's fault, interpreting the Sender: header... >> What we would like to do is have the email coming back with the From tag >> as:- >> >> postmaster at brown; on behalf of on behalf of My Name via RT >> [support at ourdomain.com]. >Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm. > -- Niels. -- From jkikpole at cairodurham.org Wed Nov 3 20:04:44 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 3 Nov 2004 20:04:44 -0500 Subject: [rt-users] Duplicate mailings (RT 3.2.2) In-Reply-To: <6.1.2.0.2.20041103170256.01bf6ac8@ucrwcu.rwc.uc.edu> References: <55746.10.1.13.228.1099519173.squirrel@10.1.13.228> <6.1.2.0.2.20041103170256.01bf6ac8@ucrwcu.rwc.uc.edu> Message-ID: <83CA7010-2DFD-11D9-A332-000A95C01924@cairodurham.org> On Nov 3, 2004, at 5:03 PM, Drew Barnes wrote: > Disable the imported scripts from RT2 in your queue config. Did that. It didn't help. :( Jaime From indika at hsenid.lk Wed Nov 3 20:48:22 2004 From: indika at hsenid.lk (Indika Wasala) Date: 04 Nov 2004 07:48:22 +0600 Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 In-Reply-To: <2DA13C2FAC7B48468865DE337A37D62B08935D11@mailp1.directalliance.com> References: <2DA13C2FAC7B48468865DE337A37D62B08935D11@mailp1.directalliance.com> Message-ID: <1099532901.2293.1419.camel@firewall> Yes. I am logged in as administrator and owner of rt-mailgate.conf is also administrator (changed it from administrators to administrator) but still no luck. :-( Regards, Indika. On Thu, 2004-11-04 at 04:55, Craig Ducharme wrote: > Indika, > > Are you logged in as Administrator when you execute rt-mailgate? > Ownership of rt-mailgate.conf needs to be that of the user executing > rt-mailgate. > > Regards, > > Craig Ducharme > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Indika > Wasala > Sent: Wednesday, November 03, 2004 4:10 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 > > Hi All, > > I have successfully installed rt-3.0.11.exe from > http://p4.elixus.org/dist/ in a Windows 2000 advanced server machine and > everything works fine except fetchmail which comes with the > distribution. > > When I ran rt-mailgate shortcut I get the following error message after > successfully login into the mail server, > > FETCHM~1: MDA returned nonzero status 127 > not flushed > > I changed the owner of the file rt-mailgate.conf to the administrator > and replaced the cygwin1.dll file (in bin folder) with a latest version > (1005.9.0.0 with 1005.11.0.0 - got this trick from a mailing list) but > still get the above error. > > Any help would be greatly appreciated. > > Thanks. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. > > If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted in reliance on it, is prohibited and may be unlawful. > > > From jesse at bestpractical.com Wed Nov 3 21:06:19 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Nov 2004 21:06:19 -0500 Subject: [rt-users] Heads Up: Possible RT 3.3 schema change Message-ID: <20041104020619.GS17824@pallas.eruditorum.org> We've just recieved word that RT 3.3/3.4 use an oracle reserved word "Current" in a table definition. The implication here is that we may need to rev RT 3.3's schema to unbreak oracle. If we need to do so, we'll provide an upgrade script, of course. More information as we get this figured out. I'm currently traveling (Until 13 Nov) so you might not see much in the next week. Jesse -- From lswusa at gmail.com Thu Nov 4 01:16:31 2004 From: lswusa at gmail.com (Lawrence Wong) Date: Wed, 3 Nov 2004 22:16:31 -0800 Subject: [rt-users] Where is the AdministratorCc field? Message-ID: <1fc0b9e4041103221616bce872@mail.gmail.com> Hello All, I'm using RT 3.0.11 and I'm trying to generate a report from mysql and I need to query for the AdministratorCc data with respect to ticket IDs. I cannot find the AdministratorCc field in any of the RT tables. Can anyone tell me how to query for the AdministratorCc field given a ticket ID? Thanks in advance. Larry From jec at rptec.ch Thu Nov 4 03:38:49 2004 From: jec at rptec.ch (Jean-Eric Cuendet) Date: Thu, 04 Nov 2004 09:38:49 +0100 Subject: [rt-users] Re: CanonicalizeAddress in RT3 In-Reply-To: References: <41887F4C.9030009@rptec.ch> Message-ID: <4189EA99.8090706@rptec.ch> > # RT provides functionality which allows the system to rewrite > # incoming email addresses. In its simplest form, > # you can substitute the value in CanonicalizeEmailAddressReplace > # for the value in CanonicalizeEmailAddressMatch > # (These values are passed to the CanonicalizeEmailAddress subroutine in RT/User.pm) > # By default, that routine performs a s/$Match/$Replace/gi on any address passed to it > > and if you need something more complicated, you can overlay the > CanonicalizeEmailAddress subroutine Yes, that's what I meant. I need something more complicated. How to overlay subroutines? -jec From howard.jones at network-i.net Thu Nov 4 04:49:50 2004 From: howard.jones at network-i.net (Howard Jones) Date: Thu, 4 Nov 2004 09:49:50 -0000 Subject: [rt-users] Grouping requestors by organisation? References: <13e301c4c1be$50473f10$0a01010a@slough.local> <20041103204844.GB8403@chaka.net> Message-ID: <146901c4c253$a0dae270$0a01010a@slough.local> Ah - I should have specified a bit better :-) We already have queues based on product line, and a single e-mail address to feed them - mail goes into the General queue and gets sorted by us into the right queue. What I'm really after is some way to either manually tag existing users as being related and able to see each other's tickets, or to look up the user in an external database, and then do the same. The ultimate aim is to have Company X users be able to log in to a portal of some sort and see information from other sources, along with a list of 'Your open RT tickets' that includes their colleagues tickets. I'm hoping that external auth will do part of that, but I don't think it will do the group-access part. Regards, Howard ----- Original Message ----- From: "Todd Chapman" To: "Howard Jones" Cc: Sent: Wednesday, November 03, 2004 8:48 PM Subject: Re: [rt-users] Grouping requestors by organisation? > Step one is to put all the users from the same organization > in the same RT group. > > Two, if you can create one queue per organization then > create the queue. > > Three, give the group the proper permissions on the queue. > > If tickets from different organization need to be in the same > queue you will need to make the group an AdminCc on a per > ticket basis, which is either manual or could be automated > with a scrip. Then give the role AdminCc the desired permissions. > > -Todd > > On Wed, Nov 03, 2004 at 04:01:00PM -0000, Howard Jones wrote: > > Hi, > > > > I'd like to be able to somehow group RT users from the same organisation so > > that they can see other tickets opened by their organisation - is there a > > nice built-in way to this? I guess the alternative is to somehow force the > > requestor address to known one, but our customer's get confused enough > > about corresponding via RT as it is :-) > > > > Does anyone already do something like this? > > > > Best Regards, > > > > Howard > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From Ruslan.Zakirov at acronis.com Thu Nov 4 06:01:52 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 14:01:52 +0300 Subject: [rt-users] Re: CanonicalizeAddress in RT3 In-Reply-To: <4189EA99.8090706@rptec.ch> References: <41887F4C.9030009@rptec.ch> <4189EA99.8090706@rptec.ch> Message-ID: <418A0C20.7090301@acronis.com> Jean-Eric Cuendet wrote: > >> # RT provides functionality which allows the system to rewrite >> # incoming email addresses. In its simplest form, >> # you can substitute the value in CanonicalizeEmailAddressReplace >> # for the value in CanonicalizeEmailAddressMatch >> # (These values are passed to the CanonicalizeEmailAddress >> subroutine in RT/User.pm) >> # By default, that routine performs a s/$Match/$Replace/gi on any >> address passed to it >> >> and if you need something more complicated, you can overlay the >> CanonicalizeEmailAddress subroutine > > > Yes, that's what I meant. I need something more complicated. > How to overlay subroutines? http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > -jec > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Nov 4 06:38:09 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 14:38:09 +0300 Subject: [rt-users] attaching user information when replying to a ticket In-Reply-To: <001001c4c200$48fc2850$3f5aa8c0@yourtraagwl48w> References: <001001c4c200$48fc2850$3f5aa8c0@yourtraagwl48w> Message-ID: <418A14A1.9070904@acronis.com> Paul McAlister wrote: >>Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm. > > > I have copied the variable across from C:\Program > Files\OurInternet\Request Tracker\rt\etc\RT_Config.pm.in into > RT_SiteConfig.pm and set the values of UsefriendlyFromLine to both 0 and > 1, but see no difference in the format. Do you need to reinstall rt, or > should I see the changes immediately when I add this line to > RT_SiteConfig.pm. You must restart http server to see changes. > > Also shouldn't Usefriendlyfromline default to 1 anyway when installed? > In which case, is the reason I am having these problems the result of me > using version 3.0.12 instead of an earlier version? > > Paul > > > > > > >>* paulm at fedinternational.com (Paul McAlister) [Wed 03 Nov 2004, 08:07 > > CET]: > >>>Hi we are a support firm, and have just begun looking at request > > tracker > >>>as a way of tracking the progress of our support calls. We have > > created > >>>a default queue called support of which all our support email enters > > rt > >>>so that we can monitor their progress. > > >>Good choice. Please also turn off HTML when mailing a list. And > > double > >>postings are discouraged. > > > >>>The problem we are finding is that when we receive a support email > > and > >>>it enters rt as a new ticket, when we reply to the sender through the > > rt > >>>interface the header of the email back to the sender is of the form:- > > >>> >>>From: postmaster at brown on behalf of support at ourdomain.com > > >>That's Outlook's fault, interpreting the Sender: header... > > > >>>What we would like to do is have the email coming back with the From > > tag > >>>as:- >>> >>>postmaster at brown; on behalf of on behalf of My Name via RT >>>[support at ourdomain.com]. > > >>Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm. > > > >> -- Niels. > > From Ruslan.Zakirov at acronis.com Thu Nov 4 06:52:25 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 14:52:25 +0300 Subject: [rt-users] Aborting a scrip for a specific queue In-Reply-To: References: Message-ID: <418A17F9.8030007@acronis.com> Dave Rolsky wrote: > I'd like to _not_ send emails for certain scrips for one queue in a > system. Specifically, we're using it to handle bounces & postmaster > emails, and I don't want that queue to send mail to the requestors. > > Ideally, I'd just weak the global scrips to do this rather than > recreating the "on resolve" scrip for each of the other queues. > > I tried doing this with some custom prep code in the "on resolve" scrip > like this: > > die "no email" if $self->TicketObj->QueueObj->Name eq 'Bounces'; > return 1; > > I also tried just returning 0. Neither one of those seemed to do > anything. Is what I'm trying to do possible? Yes, but you should change condition/action to "User defined" if you want to enable custom code blocks. RT can't stack conditions/actions. On resolve condition equivalent: return 0 unless lc $self->TransactionObj->Type eq 'status'; return 0 unless lc $self->TransactionObj->NewValue eq 'resolved'; # you can put your additional condition here return 1; Best regards. Ruslan. PS: In RT-3.3.x you can disable scrips with checkboxes :) > > > -dave > > /*=========================== > VegGuide.Org > Your guide to all that's veg. > ===========================*/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Nov 4 07:10:20 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 15:10:20 +0300 Subject: [rt-users] Where is the AdministratorCc field? In-Reply-To: <1fc0b9e4041103221616bce872@mail.gmail.com> References: <1fc0b9e4041103221616bce872@mail.gmail.com> Message-ID: <418A1C2C.8090604@acronis.com> Lawrence Wong wrote: > Hello All, > I'm using RT 3.0.11 and I'm trying to generate a report from mysql and > I need to query for the AdministratorCc data with respect to ticket > IDs. I cannot find the AdministratorCc field in any of the RT tables. It's Ticket role group. See http://wiki.bestpractical.com/index.cgi?DBSchema > > Can anyone tell me how to query for the AdministratorCc field given a ticket ID? Use RT API as much as possible. > > Thanks in advance. > Larry > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Nov 4 07:15:05 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 15:15:05 +0300 Subject: [rt-users] upgrade database from RT2 to RT3 In-Reply-To: <4188F5E6.5020601@west.nl> References: <4188F5E6.5020601@west.nl> Message-ID: <418A1D49.5080103@acronis.com> Pieter van der Spek wrote: > I want to upgrade the current version of RT that I'm using (2.0.11) to the > latest released version (3.2.2). > My plan is to install the new version as if it is the very first version > of RT > that I'm using and than load the contents of the database of RT2 into the > database of RT3. I think this will probably be the easiest to do, > without any > risk of losing any of the old data in case something goes wrong. > However, I have not (yet) been able to find out how I can load the > contents of > the old database into the new one. I did find the rt2-to-rt3 tool but it > did not > exaclty help me to understand exactly how I should proceed. What exactly don't you understand? rt2-to-rt3 tarball has README with all instructions. > > I hope someone on this mailinglist can give me some pointers. Thanks in > advance > for any help you can give me. > > Greetings, From Ruslan.Zakirov at acronis.com Thu Nov 4 07:35:49 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 15:35:49 +0300 Subject: [rt-users] Problem with ticket history search In-Reply-To: <1099440078.8c65377cpmcgraw@myrealbox.com> References: <1099440078.8c65377cpmcgraw@myrealbox.com> Message-ID: <418A2225.30706@acronis.com> Paula McGraw wrote: > Per my understanding of ticket search history, I expect the following actions to perform a content search > > Logon - running 3.0.12 on a Windows host > Select Tickets > New Search > Ticket attachment content matches textstring > Current search criteria displays Content LIKE textstring > Select Search > > Result is no tickets found. > > Have I misunderstood or is this feature not implemented with Windows port? It's implemented, but have bugs if you use international characters, do you? > > -- > This message was sent with an unlicensed evaluation version of > Novell NetMail. Please see http://www.netmail.com/ for details. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Nov 4 07:40:37 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 15:40:37 +0300 Subject: [rt-users] rt3 enhanced mailgate? In-Reply-To: References: Message-ID: <418A2345.3060406@acronis.com> brianBOFH wrote: > Hi > > Do any of you have an enhanced rt3 mailgate? We were using the rt2 > version fairly heavily (to auto-assign Owner based on body content - > RT-Owner: user) You can do the same with Scrips in RT3.x > > Thanks in advance, > Brian > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Thu Nov 4 09:07:18 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 4 Nov 2004 09:07:18 -0500 Subject: [rt-users] Grouping requestors by organisation? In-Reply-To: <146901c4c253$a0dae270$0a01010a@slough.local> References: <13e301c4c1be$50473f10$0a01010a@slough.local> <20041103204844.GB8403@chaka.net> <146901c4c253$a0dae270$0a01010a@slough.local> Message-ID: <20041104140718.GC8403@chaka.net> Then you need a scrip that will add the appropriate group as an AdminCc to the ticket. Can it be safely said that each user will only belong to one group? On Thu, Nov 04, 2004 at 09:49:50AM -0000, Howard Jones wrote: > Ah - I should have specified a bit better :-) > > We already have queues based on product line, and a single e-mail address to > feed them - mail goes into the General queue and gets sorted by us into the > right queue. What I'm really after is some way to either manually tag > existing users as being related and able to see each other's tickets, or to > look up the user in an external database, and then do the same. > > The ultimate aim is to have Company X users be able to log in to a portal of > some sort and see information from other sources, along with a list of 'Your > open RT tickets' that includes their colleagues tickets. I'm hoping that > external auth will do part of that, but I don't think it will do the > group-access part. > > Regards, > > Howard > From mark at summersault.com Thu Nov 4 09:51:54 2004 From: mark at summersault.com (Mark Stosberg) Date: Thu, 4 Nov 2004 14:51:54 +0000 (UTC) Subject: [rt-users] Using RT for public open source bug tracking systems Message-ID: Hello, I'm helping set up RT for 'darcs', an alternative to CVS about to hit 1.0: http://www.darcs.net/ I would like the developer mailing list to receive copies of new bug reports that are submitted. (but the whole group doesn't need to see all the follow-ups). I know RT supports this, but I've having trouble configuring it. I'm interested in suggestions for this, as well as other tips for configuring RT as a OSS public bug tracking system. Here's what I tried: I created a user for the developer mailing list and made it an AdminCC of the queue. This seems to make /all/ of the queue traffic get sent to the list, instead of the initial ticket creation messages. I tried the wiki docs, but couldn't get any further. Thanks for your help! I've been using RT sincd 3.0 as a support ticket system and have found that's a great solution for that. Mark -- . . . . . . . . . . . . . . . . . . . . . . . . . . . Mark Stosberg Principal Developer mark at summersault.com Summersault, LLC 765-939-9301 ext 202 database driven websites . . . . . http://www.summersault.com/ . . . . . . . . From Ruslan.Zakirov at acronis.com Thu Nov 4 10:32:11 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 18:32:11 +0300 Subject: [rt-users] Using RT for public open source bug tracking systems In-Reply-To: References: Message-ID: <418A4B7B.3060507@acronis.com> Hello. Look at http://wiki.bestpractical.com/index.cgi?Rights There is describe working scheme for public support queue with caveats&tips&tricks. If you want to notify particular email about new tickets then it's very expensive to spend AdminCc role, try: http://search.cpan.org/dist/RT-Notify-Group Mark Stosberg wrote: > Hello, > > I'm helping set up RT for 'darcs', an alternative to CVS about to hit 1.0: > > http://www.darcs.net/ > > I would like the developer mailing list to receive copies of new bug > reports that are submitted. (but the whole group doesn't need to see all > the follow-ups). > > I know RT supports this, but I've having trouble configuring it. I'm > interested in suggestions for this, as well as other tips for > configuring RT as a OSS public bug tracking system. > > Here's what I tried: > > I created a user for the developer mailing list and made it an AdminCC > of the queue. This seems to make /all/ of the queue traffic get sent to > the list, instead of the initial ticket creation messages. > > I tried the wiki docs, but couldn't get any further. > > Thanks for your help! > > I've been using RT sincd 3.0 as a support ticket system and have found > that's a great solution for that. > > Mark > From mribeiro at cpqd.com.br Thu Nov 4 10:43:12 2004 From: mribeiro at cpqd.com.br (Mauro de Toledo Ribeiro) Date: Thu, 4 Nov 2004 13:43:12 -0200 Subject: [rt-users] Design Question Message-ID: Hello everybody, I?m using RT 3.2.1, with server in a Win2000 and clients (mostly) in a IE 6.0 browser with pt-br language. While translating sentences in my PO language file, all buttons like "Search", or "Go!" gets a new line before translated text, making size of buttons to grow up in screen and messing with the layout. Any one know what I could or should change to workaround this ? PS: In Mozilla 1.7.3 the problem has not happen. But my goal is to reach both browsers. Any Advice will be great - Thanks, M. Ribeiro From Ruslan.Zakirov at acronis.com Thu Nov 4 12:37:40 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 04 Nov 2004 20:37:40 +0300 Subject: [rt-users] [wiki] TransactionBatch stage Message-ID: <418A68E4.9050201@acronis.com> Hello, users. Did you ask yourself "What does magic TransactionBatch stage mean?" If you are happy user of 3.2.2 or higher then you want to read this small description and example how to create smart templates that send one mail for group of transactions: http://wiki.bestpractical.com/index.cgi?TransactionBatchStage From rkhan at book.com Thu Nov 4 13:04:34 2004 From: rkhan at book.com (Rashid Khan) Date: Thu, 4 Nov 2004 13:04:34 -0500 Subject: [rt-users] User caused duplicate emails Message-ID: I use RT for my team and get requests from Exchange. The problem is that after I set the following under RT_Config.pm: Set($ParseNewMessageForTicketCcs , 1); Replies sent from RT are showing the people cc'd and therefore the users are replying to all instead of just RT, thus causing duplicate emails. One from RT and the other from Exchange. Is there any way of not showing the people cc'd from the first request on correspondences? This electronic mail message contains information that (a) is or may be CONFIDENTIAL, PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and (b) is intended only for the use of the addressee(s) named herein. If you are not an intended recipient, please contact the sender immediately and take the steps necessary to delete the message completely from your computer system. Not Intended as a Substitute for a Writing: Notwithstanding the Uniform Electronic Transaction Act or any other law of similar effect, absent an express statement to the contrary, this e-mail message, its contents, and any attachments hereto are not intended to represent an offer or acceptance to enter into a contract and are not otherwise intended to bind this sender, barnesandnoble.com llc, barnesandnoble.com inc. or any other person or entity. From bdiehl at a1limo.com Thu Nov 4 17:02:10 2004 From: bdiehl at a1limo.com (Brian M. Diehl) Date: Thu, 4 Nov 2004 17:02:10 -0500 Subject: [rt-users] Shared Library not found Message-ID: Hi All, I am currently experinencing a problem trying to get RT to run on RHEL3. I was able to compile RT, and load all the nessacary Perl modules. When I attempt to view the web page, I get a 500, and in my httpd/error_log I receive: [Thu Nov 04 16:25:31 2004] [error] [client 192.168.0.47] install_driver(Oracle) failed: Can't load '/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.9.0: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/DynaLoader.pm line 229.! at (eval 234) line 3!Compilation failed in require at (eval 234) line 3.!Perhaps a required shared library or dll isn't installed where expected! at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 134! I have LD_LIBRARY_PATH set as well as adding $ORACLE_HOME/lib to /etc/ld.so.conf, ran ldconfig, and restarted httpd and I am still getting the error above. Libclntsh.so.9.0 exists in $ORACLE_HOME/lib and as the user "nobody" (httpd), I can read the module. I have googled and racked my brain, but I cannot figure out what I am doing wrong. I am running the following: kernel: 2.4.21-20.EL perl: 5.8.0-88.7 mod_perl: 1.99_09-10.ent httpd: 2.0.46-40.ent TIA, +-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-+ | Brian M. Diehl, RHCE bdiehl at a1limo.com | | Sr. Network Admin bdiehl at gmail.com | | A-1 Limousine Inc. 609-919-2019 | +-----------------------------------------------+ | "In the end, things will be okay. If it's | | not okay, then it is not the end." | +-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-+ From autarch at urth.org Thu Nov 4 19:23:30 2004 From: autarch at urth.org (Dave Rolsky) Date: Thu, 4 Nov 2004 18:23:30 -0600 (CST) Subject: [rt-users] DependsOn vs. DependentOn Message-ID: These mean the same thing! I think the latter needs to be something like "IsADependentOf", which is what it actually does. I tried checking the bug list to see if this'd been reported, but it gives me a page with just a title (http://rt3.fsck.com/NoAuth/Buglist.html). -dave /*=========================== VegGuide.Org Your guide to all that's veg. ===========================*/ From jesse at bestpractical.com Thu Nov 4 19:27:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Nov 2004 19:27:26 -0500 Subject: [rt-users] DependsOn vs. DependentOn In-Reply-To: References: Message-ID: <20041105002726.GU17824@pallas.eruditorum.org> On Thu, Nov 04, 2004 at 06:23:30PM -0600, Dave Rolsky wrote: > These mean the same thing! I think the latter needs to be something like > "IsADependentOf", which is what it actually does. > DependentOn is misake and should never have been there. "DependsOn" and "DependedOnBy" are the canonical right things. From indika at hsenid.lk Fri Nov 5 04:37:06 2004 From: indika at hsenid.lk (indika at hsenid.lk) Date: Fri, 05 Nov 2004 15:37:06 +0600 Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 In-Reply-To: <1099532901.2293.1419.camel@firewall> References: <2DA13C2FAC7B48468865DE337A37D62B08935D11@mailp1.directalliance.com> <1099532901.2293.1419.camel@firewall> Message-ID: <20041105093706.19501.qmail@alf.hsenid.lk> Hi all, This is the complete error message I'm getting when I run rt-mailgate, FETCHM~1: 6.2.5 querying alf.hsenid.lk (protocol POP3) at Fri Nov 04: poll started FETCHM~1: POP3< +OK <19442.1099647287 at alf.hsenid.lk> FETCHM~1: POP3> CAPA FETCHM~1: POP3< -ERR authorization first FETCHM~1: authorization first FETCHM~1: Repoll immediately on general at alf.hsenid.lk FETCHM~1: POP3< +OK <19443.1099647287 at alf.hsenid.lk> FETCHM~1: POP3> USER general FETCHM~1: POP3< +OK FETCHM~1: POP3> PASS * FETCHM~1: POP3< +OK FETCHM~1: POP3> STAT FETCHM~1: POP3< +OK 2 1626 FETCHM~1: POP3> LAST FETCHM~1: POP3< +OK 0 2 messages for general at alf.hsenid.lk (1626 octets). FETCHM~1: POP3> LIST 1 FETCHM~1: POP3< +OK 1 817 FETCHM~1: POP3> TOP 1 99999999 FETCHM~1: POP3< +OK reading message general at alf.hsenid.lk:1 of 2 (817 octets) #***FETCHM~1: MDA returned nonzero status 127 not flushed Please help me in resolving this if you have any idea. > Yes. I am logged in as administrator and owner of rt-mailgate.conf is > also administrator (changed it from administrators to administrator) but > still no luck. :-( > > Regards, > Indika. > > On Thu, 2004-11-04 at 04:55, Craig Ducharme wrote: >> Indika, >> >> Are you logged in as Administrator when you execute rt-mailgate? >> Ownership of rt-mailgate.conf needs to be that of the user executing >> rt-mailgate. >> >> Regards, >> >> Craig Ducharme >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Indika >> Wasala >> Sent: Wednesday, November 03, 2004 4:10 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 >> >> Hi All, >> >> I have successfully installed rt-3.0.11.exe from >> http://p4.elixus.org/dist/ in a Windows 2000 advanced server machine and >> everything works fine except fetchmail which comes with the >> distribution. >> >> When I ran rt-mailgate shortcut I get the following error message after >> successfully login into the mail server, >> >> FETCHM~1: MDA returned nonzero status 127 >> not flushed >> >> I changed the owner of the file rt-mailgate.conf to the administrator >> and replaced the cygwin1.dll file (in bin folder) with a latest version >> (1005.9.0.0 with 1005.11.0.0 - got this trick from a mailing list) but >> still get the above error. >> >> Any help would be greatly appreciated. >> >> Thanks. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. >> >> If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted in reliance on it, is prohibited and may be unlawful. >> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jec at rptec.ch Fri Nov 5 07:51:08 2004 From: jec at rptec.ch (Jean-Eric Cuendet) Date: Fri, 05 Nov 2004 13:51:08 +0100 Subject: [rt-users] Don't want to see new tickets for all queues Message-ID: <418B773C.60201@rptec.ch> Hi, I migrated from RT2 to RT3 and now I see new tickets from all queues, not only the ones I'm watcher... Where is the flag/right/config to modify that? Thanks for any help. -jec -- Jean-Eric Cuendet Riskpro Technologies SA Av du 14 avril 1b, 1020 Renens Switzerland Principal: +41 21 637 0110 Fax: +41 21 637 01 11 Direct: +41 21 637 0123 E-mail: jean-eric.cuendet at rptec.ch http://www.rptec.ch -------------------------------------------------------- From sven.sternberger at desy.de Fri Nov 5 08:19:33 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 05 Nov 2004 14:19:33 +0100 Subject: [rt-users] Is RT not multi (tasking/threading) safe! Message-ID: <418B7DE5.4010402@desy.de> Hello! I had a similar post before. But I feel that it getting worse. In the example I pressed quickly first "take" and then "resolved" . The result is the ticket is owned by nobody and resolved?!?!?! The history: Fri Nov 05 14:11:50 2004 sternber - Given to Nobody Fri Nov 05 14:11:48 2004 sternber - Status changed from open to resolved Fri Nov 05 14:11:44 2004 sternber - Taken My config: Debian sarge/RT 3.0.11 2 XEON proccessor machine My idea is that because the http protocol is stateles the RT is not able to serialize the task in the right order, so while the "take" process is running, the "resolved" task has already finished. If this is true, RT has a BIG problem! Or could it be the apache config??? best regards! From rkagan at yorku.ca Fri Nov 5 08:54:39 2004 From: rkagan at yorku.ca (Ramon Kagan) Date: Fri, 5 Nov 2004 08:54:39 -0500 (EST) Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: <418B7DE5.4010402@desy.de> References: <418B7DE5.4010402@desy.de> Message-ID: Hi, I have seen the same process and it doesn't seem to be problem. Go look at the ticket again. I'll eat my shirt if both transactions didn't actually occur. I find that sometimes if you go "too fast", the information isn't completely up to date in your web browser. The database has completed the transactions in the correct order. I would suggest you look at your transaction logs to verify this, but for us on a Debian system, the serialization exists. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Fri, 5 Nov 2004, Sven Sternberger wrote: > Hello! > > I had a similar post before. But I feel that it getting worse. In the > example I pressed quickly first "take" and then "resolved" . The result > is the ticket is owned by nobody and resolved?!?!?! > > The history: > Fri Nov 05 14:11:50 2004 sternber - Given to Nobody > Fri Nov 05 14:11:48 2004 sternber - Status changed from open to > resolved > Fri Nov 05 14:11:44 2004 sternber - Taken > > My config: > Debian sarge/RT 3.0.11 > 2 XEON proccessor machine > > My idea is that because the http protocol is stateles the > RT is not able to serialize the task in the right order, so > while the "take" process is running, the "resolved" task > has already finished. If this is true, RT has a BIG problem! > > Or could it be the apache config??? > > best regards! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From ch at westend.com Fri Nov 5 08:56:09 2004 From: ch at westend.com (Christian Hammers) Date: Fri, 5 Nov 2004 14:56:09 +0100 Subject: [rt-users] [wiki] TransactionBatch stage In-Reply-To: <418A68E4.9050201@acronis.com> References: <418A68E4.9050201@acronis.com> Message-ID: <20041105135609.GB13893@westend.com> On Thu, Nov 04, 2004 at 08:37:40PM +0300, Ruslan U. Zakirov wrote: > If you are happy user of 3.2.2 or higher then you want to read this > small description and example how to create smart templates that send > one mail for group of transactions: Wonderful, if this means just one mail for everything I change while doing one comment (e.g. status-, prio- and ownerchange) then it's one of my most anticipated features! bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From Ruslan.Zakirov at acronis.com Fri Nov 5 09:08:16 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 05 Nov 2004 17:08:16 +0300 Subject: [rt-users] [wiki] TransactionBatch stage In-Reply-To: <20041105135609.GB13893@westend.com> References: <418A68E4.9050201@acronis.com> <20041105135609.GB13893@westend.com> Message-ID: <418B8950.9030204@acronis.com> Christian Hammers wrote: > On Thu, Nov 04, 2004 at 08:37:40PM +0300, Ruslan U. Zakirov wrote: > >>If you are happy user of 3.2.2 or higher then you want to read this >>small description and example how to create smart templates that send >>one mail for group of transactions: > > Wonderful, if this means just one mail for everything I change while > doing one comment (e.g. status-, prio- and ownerchange) then it's > one of my most anticipated features! Yes, exactly. Only one thing you have to do. You should write complex template that scans "batch" and drops in accurate descriptions. It's easy task, but nobody have done it yet. Only that example in article. If you're going to write some template then please share it with other users. And feel free to ask for help :) > > bye, > > -christian- > From Ruslan.Zakirov at acronis.com Fri Nov 5 09:14:22 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 05 Nov 2004 17:14:22 +0300 Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: <418B7DE5.4010402@desy.de> References: <418B7DE5.4010402@desy.de> Message-ID: <418B8ABE.5040904@acronis.com> Sven Sternberger wrote: > Hello! > > I had a similar post before. But I feel that it getting worse. In the > example I pressed quickly first "take" and then "resolved" . The result > is the ticket is owned by nobody and resolved?!?!?! > > The history: > Fri Nov 05 14:11:50 2004 sternber - Given to Nobody > Fri Nov 05 14:11:48 2004 sternber - Status changed from open to > resolved > Fri Nov 05 14:11:44 2004 sternber - Taken > > My config: > Debian sarge/RT 3.0.11 > 2 XEON proccessor machine > > My idea is that because the http protocol is stateles the > RT is not able to serialize the task in the right order, so > while the "take" process is running, the "resolved" task > has already finished. If this is true, RT has a BIG problem! It's cache. RT has per apache process records cache(not shared). Model of your situation: 2 apache processes: 1) load ticket, owner is nobody, record cached in first process 2) take ticket, record cached in second process 1) load resolve page, ticket in cache has owner nobody, in result you get nobody in owner select box, submit, RT updates ownership. Solution: turn off cache with DontCacheSearchBuilderRecords option in the RT config. Very big perfomance pinalties are expected. > > Or could it be the apache config??? > > best regards! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From say_ten at multiplay.co.uk Fri Nov 5 09:15:15 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Fri, 05 Nov 2004 14:15:15 +0000 Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: <418B7DE5.4010402@desy.de> References: <418B7DE5.4010402@desy.de> Message-ID: <418B8AF3.5070300@multiplay.co.uk> Why not just click the resolve button and change the owner drop down? Unless you have a quick resolve link somewhere. In which case you'll be activating two change states from the same state. It's less a problem with RT than just how WWW interfaces are. Sven Sternberger wrote: > Hello! > > I had a similar post before. But I feel that it getting worse. In the > example I pressed quickly first "take" and then "resolved" . The result > is the ticket is owned by nobody and resolved?!?!?! > > The history: > Fri Nov 05 14:11:50 2004 sternber - Given to Nobody > Fri Nov 05 14:11:48 2004 sternber - Status changed from open to > resolved > Fri Nov 05 14:11:44 2004 sternber - Taken > > My config: > Debian sarge/RT 3.0.11 > 2 XEON proccessor machine > > My idea is that because the http protocol is stateles the > RT is not able to serialize the task in the right order, so > while the "take" process is running, the "resolved" task > has already finished. If this is true, RT has a BIG problem! > > Or could it be the apache config??? > > best regards! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- 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 Fri Nov 5 09:15:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Nov 2004 09:15:04 -0500 Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: <418B8ABE.5040904@acronis.com> References: <418B7DE5.4010402@desy.de> <418B8ABE.5040904@acronis.com> Message-ID: <20041105141504.GZ17824@pallas.eruditorum.org> > It's cache. RT has per apache process records cache(not shared). > > > Solution: turn off cache with DontCacheSearchBuilderRecords option in > the RT config. Very big perfomance pinalties are expected. Alternatively, a searchbuilder cache class with a shared memory cache. From Ruslan.Zakirov at acronis.com Fri Nov 5 09:41:38 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 05 Nov 2004 17:41:38 +0300 Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: <20041105141504.GZ17824@pallas.eruditorum.org> References: <418B7DE5.4010402@desy.de> <418B8ABE.5040904@acronis.com> <20041105141504.GZ17824@pallas.eruditorum.org> Message-ID: <418B9122.3010405@acronis.com> Jesse Vincent wrote: > > >>It's cache. RT has per apache process records cache(not shared). >> >> >>Solution: turn off cache with DontCacheSearchBuilderRecords option in >>the RT config. Very big perfomance pinalties are expected. > > > > Alternatively, a searchbuilder cache class with a shared memory cache. I've tried ACL cache on shared memory, tests say that it's not faster then MySQL queries. Test of CPAN modules that implements cache in shared memory say that there is no good(fast, portable and solid) module. I was very disappointed. I see another variant: drop cache after each HTTP request. It wouldn't give much penalties and resolve this issue. Best regards. Ruslan. ps: I think someone from BestPractical should talk with Perrin Harkins he had eaten dog on caching in mod_perl evironment. From jesse at bestpractical.com Fri Nov 5 09:43:13 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Nov 2004 22:43:13 +0800 Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: <418B9122.3010405@acronis.com> References: <418B7DE5.4010402@desy.de> <418B8ABE.5040904@acronis.com> <20041105141504.GZ17824@pallas.eruditorum.org> <418B9122.3010405@acronis.com> Message-ID: <056D7A3B-2F39-11D9-8448-000A95AE249E@bestpractical.com> On Nov 5, 2004, at 10:41 PM, Ruslan U. Zakirov wrote: > Jesse Vincent wrote: >>> It's cache. RT has per apache process records cache(not shared). >>> >>> >>> Solution: turn off cache with DontCacheSearchBuilderRecords option >>> in the RT config. Very big perfomance pinalties are expected. >> Alternatively, a searchbuilder cache class with a shared memory cache. > I've tried ACL cache on shared memory, tests say that it's not faster > then MySQL queries. > Test of CPAN modules that implements cache in shared memory say that > there is no good(fast, portable and solid) module. > I was very disappointed. > > I see another variant: drop cache after each HTTP request. It wouldn't > give much penalties and resolve this issue. *nod* I'd been meaning to try to implement that one of these days. > Best regards. Ruslan. > > ps: I think someone from BestPractical should talk with Perrin Harkins > he had eaten dog on caching in mod_perl evironment. > From cducharm at direct-alliance.com Fri Nov 5 10:03:45 2004 From: cducharm at direct-alliance.com (Craig Ducharme) Date: Fri, 5 Nov 2004 08:03:45 -0700 Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 Message-ID: <2DA13C2FAC7B48468865DE337A37D62B08A788CC@mailp1.directalliance.com> Hi Indika, I battled with this problem for about two days and couldn't remember the final resolution. I did remember that I had to install Cygwin on the server in addition the actions you've already performed (change ownership, latest cygwin dll). I'll work on tracing my steps to resolve the problem. Regards, Craig Ducharme Direct Alliance Corporation Configuration Management Specialist 602.790.5765 Cell 480.446.1483 Direct cducharm at direct-alliance.com www.direct-alliance.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of indika at hsenid.lk Sent: Friday, November 05, 2004 2:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 Hi all, This is the complete error message I'm getting when I run rt-mailgate, FETCHM~1: 6.2.5 querying alf.hsenid.lk (protocol POP3) at Fri Nov 04: poll started FETCHM~1: POP3< +OK <19442.1099647287 at alf.hsenid.lk> FETCHM~1: POP3> CAPA FETCHM~1: POP3< -ERR authorization first FETCHM~1: authorization first FETCHM~1: Repoll immediately on general at alf.hsenid.lk FETCHM~1: POP3< +OK <19443.1099647287 at alf.hsenid.lk> FETCHM~1: POP3> USER general FETCHM~1: POP3< +OK FETCHM~1: POP3> PASS * FETCHM~1: POP3< +OK FETCHM~1: POP3> STAT FETCHM~1: POP3< +OK 2 1626 FETCHM~1: POP3> LAST FETCHM~1: POP3< +OK 0 2 messages for general at alf.hsenid.lk (1626 octets). FETCHM~1: POP3> LIST 1 FETCHM~1: POP3< +OK 1 817 FETCHM~1: POP3> TOP 1 99999999 FETCHM~1: POP3< +OK reading message general at alf.hsenid.lk:1 of 2 (817 octets) #***FETCHM~1: MDA returned nonzero status 127 not flushed Please help me in resolving this if you have any idea. > Yes. I am logged in as administrator and owner of rt-mailgate.conf is > also administrator (changed it from administrators to administrator) but > still no luck. :-( > > Regards, > Indika. > > On Thu, 2004-11-04 at 04:55, Craig Ducharme wrote: >> Indika, >> >> Are you logged in as Administrator when you execute rt-mailgate? >> Ownership of rt-mailgate.conf needs to be that of the user executing >> rt-mailgate. >> >> Regards, >> >> Craig Ducharme >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Indika >> Wasala >> Sent: Wednesday, November 03, 2004 4:10 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 >> >> Hi All, >> >> I have successfully installed rt-3.0.11.exe from >> http://p4.elixus.org/dist/ in a Windows 2000 advanced server machine and >> everything works fine except fetchmail which comes with the >> distribution. >> >> When I ran rt-mailgate shortcut I get the following error message after >> successfully login into the mail server, >> >> FETCHM~1: MDA returned nonzero status 127 >> not flushed >> >> I changed the owner of the file rt-mailgate.conf to the administrator >> and replaced the cygwin1.dll file (in bin folder) with a latest version >> (1005.9.0.0 with 1005.11.0.0 - got this trick from a mailing list) but >> still get the above error. >> >> Any help would be greatly appreciated. >> >> Thanks. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. >> >> If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted in reliance on it, is prohibited and may be unlawful. >> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From cducharm at direct-alliance.com Fri Nov 5 10:09:27 2004 From: cducharm at direct-alliance.com (Craig Ducharme) Date: Fri, 5 Nov 2004 08:09:27 -0700 Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 Message-ID: <2DA13C2FAC7B48468865DE337A37D62B08A788F9@mailp1.directalliance.com> Indika, You might want to try installing the latest release (3.0.12) http://wiki.bestpractical.com/?WindowsOSInstallGuide. Craig Ducharme Direct Alliance Corporation Configuration Management Specialist 602.790.5765 Cell 480.446.1483 Direct cducharm at direct-alliance.com www.direct-alliance.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Craig Ducharme Sent: Friday, November 05, 2004 8:04 AM To: indika at hsenid.lk; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 Hi Indika, I battled with this problem for about two days and couldn't remember the final resolution. I did remember that I had to install Cygwin on the server in addition the actions you've already performed (change ownership, latest cygwin dll). I'll work on tracing my steps to resolve the problem. Regards, Craig Ducharme Direct Alliance Corporation Configuration Management Specialist 602.790.5765 Cell 480.446.1483 Direct cducharm at direct-alliance.com www.direct-alliance.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of indika at hsenid.lk Sent: Friday, November 05, 2004 2:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 Hi all, This is the complete error message I'm getting when I run rt-mailgate, FETCHM~1: 6.2.5 querying alf.hsenid.lk (protocol POP3) at Fri Nov 04: poll started FETCHM~1: POP3< +OK <19442.1099647287 at alf.hsenid.lk> FETCHM~1: POP3> CAPA FETCHM~1: POP3< -ERR authorization first FETCHM~1: authorization first FETCHM~1: Repoll immediately on general at alf.hsenid.lk FETCHM~1: POP3< +OK <19443.1099647287 at alf.hsenid.lk> FETCHM~1: POP3> USER general FETCHM~1: POP3< +OK FETCHM~1: POP3> PASS * FETCHM~1: POP3< +OK FETCHM~1: POP3> STAT FETCHM~1: POP3< +OK 2 1626 FETCHM~1: POP3> LAST FETCHM~1: POP3< +OK 0 2 messages for general at alf.hsenid.lk (1626 octets). FETCHM~1: POP3> LIST 1 FETCHM~1: POP3< +OK 1 817 FETCHM~1: POP3> TOP 1 99999999 FETCHM~1: POP3< +OK reading message general at alf.hsenid.lk:1 of 2 (817 octets) #***FETCHM~1: MDA returned nonzero status 127 not flushed Please help me in resolving this if you have any idea. > Yes. I am logged in as administrator and owner of rt-mailgate.conf is > also administrator (changed it from administrators to administrator) but > still no luck. :-( > > Regards, > Indika. > > On Thu, 2004-11-04 at 04:55, Craig Ducharme wrote: >> Indika, >> >> Are you logged in as Administrator when you execute rt-mailgate? >> Ownership of rt-mailgate.conf needs to be that of the user executing >> rt-mailgate. >> >> Regards, >> >> Craig Ducharme >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Indika >> Wasala >> Sent: Wednesday, November 03, 2004 4:10 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 >> >> Hi All, >> >> I have successfully installed rt-3.0.11.exe from >> http://p4.elixus.org/dist/ in a Windows 2000 advanced server machine and >> everything works fine except fetchmail which comes with the >> distribution. >> >> When I ran rt-mailgate shortcut I get the following error message after >> successfully login into the mail server, >> >> FETCHM~1: MDA returned nonzero status 127 >> not flushed >> >> I changed the owner of the file rt-mailgate.conf to the administrator >> and replaced the cygwin1.dll file (in bin folder) with a latest version >> (1005.9.0.0 with 1005.11.0.0 - got this trick from a mailing list) but >> still get the above error. >> >> Any help would be greatly appreciated. >> >> Thanks. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. >> >> If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted in reliance on it, is prohibited and may be unlawful. >> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From sven.sternberger at desy.de Fri Nov 5 10:02:22 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 05 Nov 2004 16:02:22 +0100 Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: References: <418B7DE5.4010402@desy.de> Message-ID: <418B95FE.6020604@desy.de> Hi! > at the ticket again. I'll eat my shirt if both transactions didn't hmm, yummi shirt ;-) ! > actually occur. I find that sometimes if you go "too fast", the > information isn't completely up to date in your web browser. The database > has completed the transactions in the correct order. no it hasn't because. because if i surf to the ticket now IT IS owned by nobody. And I have the "take" button". An other user reported that he pressed "take" followed by "reply", and the requestor got an email from "Nobody" > I would suggest you > look at your transaction logs to verify this, but for us on a Debian > system, the serialization exists. So I think yopu talk about /var/log/request-tracker3/rt.log My problem is that we are getting a lot of tickets per day and I have no clue what is the line to look for. I have debug enabled but there are no "Take" and "Resolve" lines, Just "create","reply" and "comment". Okay it seems to be not a debian thing. But do you also have a 2 Proccessor machine (which ht)? Do you have "KeepAlive" activated in your httpd.conf? Another things which worries me are some lines in the log - Couldn't prepare Open Tickets (/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:346) - Encoding errors in I18N best regards! From tgraziano at myitdepartment.net Fri Nov 5 11:06:16 2004 From: tgraziano at myitdepartment.net (Tony Graziano) Date: Fri, 05 Nov 2004 11:06:16 -0500 Subject: [rt-users] Ticket Numbers prepending with a Queue Code Message-ID: We really like RT here. We have already integrated it with our PBX, so when a user leaves a voicemail at the helpdesk, it sends it into RT and autocreates a ticket and the voicemail is already attached. It's made things a lot easier thus far. I have read that you cannot change the numbering sequence of auto generated ticket number. Has anyone been able to "prepend" the ticket number with a letter or something to indicate the Queue the ticket is in? (i.e., Queue Name John, ticket number 1, ticket number assigned would be J1) Even if it this is not possible, a reply would be greatly appreciated. Also, does anyone have a way to Bcc: or email a ticket at autocreate to a pager (with an email address) from within RT without making the email address a user or watcher? Thanks, Tony From Ruslan.Zakirov at acronis.com Fri Nov 5 11:08:14 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 05 Nov 2004 19:08:14 +0300 Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: <418B95FE.6020604@desy.de> References: <418B7DE5.4010402@desy.de> <418B95FE.6020604@desy.de> Message-ID: <418BA56E.1020905@acronis.com> Sven Sternberger wrote: > Hi! > >> at the ticket again. I'll eat my shirt if both transactions didn't > > hmm, yummi shirt ;-) ! > >> actually occur. I find that sometimes if you go "too fast", the >> information isn't completely up to date in your web browser. The >> database >> has completed the transactions in the correct order. > > > no it hasn't because. because if i surf to the ticket now IT IS owned > by nobody. And I have the "take" button". An other user reported > that he pressed "take" followed by "reply", and the requestor got an > email from "Nobody" > >> I would suggest you >> look at your transaction logs to verify this, but for us on a Debian >> system, the serialization exists. > > So I think yopu talk about /var/log/request-tracker3/rt.log > My problem is that we are getting a lot of tickets per day and > I have no clue what is the line to look for. I have debug enabled > but there are no "Take" and "Resolve" lines, Just "create","reply" > and "comment". > > Okay it seems to be not a debian thing. But do you also have a > 2 Proccessor machine (which ht)? Do you have "KeepAlive" activated > in your httpd.conf? Turn off keep alive. It would be faster unless you are using front-end proxy. > > Another things which worries me are some lines in the log > - Couldn't prepare Open Tickets it's not bug, is normal. > (/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:346) > - Encoding errors in I18N known issue, but you should fill another report with more info. > > best regards! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Fri Nov 5 10:31:59 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 5 Nov 2004 10:31:59 -0500 Subject: [rt-users] Is RT not multi (tasking/threading) safe! In-Reply-To: <418BA56E.1020905@acronis.com> References: <418B7DE5.4010402@desy.de> <418B95FE.6020604@desy.de> <418BA56E.1020905@acronis.com> Message-ID: <20041105153159.GD8403@chaka.net> Do I understand correctly that "KeepAlive Off" is faster when not using a proxy? -Todd On Fri, Nov 05, 2004 at 07:08:14PM +0300, Ruslan U. Zakirov wrote: > Sven Sternberger wrote: > > > >Okay it seems to be not a debian thing. But do you also have a > >2 Proccessor machine (which ht)? Do you have "KeepAlive" activated > >in your httpd.conf? > Turn off keep alive. It would be faster unless you are using front-end > proxy. > From rt at chaka.net Fri Nov 5 10:39:51 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 5 Nov 2004 10:39:51 -0500 Subject: [rt-users] Ticket Numbers prepending with a Queue Code In-Reply-To: References: Message-ID: <20041105153951.GE8403@chaka.net> I would say that what you want is nearly impossible. What are you trying to achieve? On Fri, Nov 05, 2004 at 11:06:16AM -0500, Tony Graziano wrote: > We really like RT here. We have already integrated it with our PBX, so > when a user leaves a voicemail at the helpdesk, it sends it into RT and > autocreates a ticket and the voicemail is already attached. It's made > things a lot easier thus far. > > I have read that you cannot change the numbering sequence of auto > generated ticket number. Has anyone been able to "prepend" the ticket > number with a letter or something to indicate the Queue the ticket is > in? > > (i.e., Queue Name John, ticket number 1, ticket number assigned would > be J1) > > Even if it this is not possible, a reply would be greatly appreciated. > > > Also, does anyone have a way to Bcc: or email a ticket at autocreate to > a pager (with an email address) from within RT without making the email > address a user or watcher? > > Thanks, > > Tony > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From devin at wustl.edu Fri Nov 5 12:17:42 2004 From: devin at wustl.edu (Devin Oberlander) Date: Fri, 5 Nov 2004 11:17:42 -0600 Subject: [rt-users] new RT server - how to move database Message-ID: All, I have a current RT server in production (mySQL) and I have just installed a new box running the latest release of RT and mySQL - is there a utility available for migrating the data from the old database to the new one? Devin Oberlander Manager, Applications Programming and Development Washington University in St. Louis, School of Medicine Mallinckrodt Institute of Radiology - Radiological Sciences Neuro-Imaging Laboratory Campus Box 8225 314.362.7899 devin at wustl.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mbochynski at audiumcorp.com Fri Nov 5 12:35:02 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Fri, 05 Nov 2004 12:35:02 -0500 Subject: [rt-users] new RT server - how to move database [fakefrom] In-Reply-To: References: Message-ID: <1099676101.1158.73.camel@europium.audiumcorp.com> On Fri, 2004-11-05 at 12:17, Devin Oberlander wrote: > All, > > I have a current RT server in production (mySQL) and I have just > installed a new box running the latest release of RT and mySQL ? is > there a utility available for migrating the data from the old database > to the new one? > If those are the same RT versions, can't you just use mysqldump and move the rt database just like any regular db data? Michael From mark at summersault.com Fri Nov 5 13:34:56 2004 From: mark at summersault.com (Mark Stosberg) Date: Fri, 5 Nov 2004 18:34:56 +0000 (UTC) Subject: [rt-users] Re: Using RT for public open source bug tracking systems References: <418A4B7B.3060507@acronis.com> Message-ID: On 2004-11-04, Ruslan U. Zakirov wrote: > Hello. > Look at http://wiki.bestpractical.com/index.cgi?Rights > There is describe working scheme for public support queue with > caveats&tips&tricks. > > If you want to notify particular email about new tickets then it's very > expensive to spend AdminCc role, try: > http://search.cpan.org/dist/RT-Notify-Group Thanks for the suggestion. We installed this, and I set up a 'Scrip' to use it. Everything seemed normal and straightforward, but no mail went through. Are there particular things that are useful to check to debug this case. This seems like a very useful feature! Thanks, Mark -- . . . . . . . . . . . . . . . . . . . . . . . . . . . Mark Stosberg Principal Developer mark at summersault.com Summersault, LLC 765-939-9301 ext 202 database driven websites . . . . . http://www.summersault.com/ . . . . . . . . From barnesaw at ucrwcu.rwc.uc.edu Fri Nov 5 14:05:38 2004 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 05 Nov 2004 14:05:38 -0500 Subject: [rt-users] Add Content to QuickCreate Message-ID: <6.1.2.0.2.20041105135318.01d6fd48@ucrwcu.rwc.uc.edu> I have found that, when using the QuickCreate portion of the index page, it isn't as functional as perhaps it could be. It will allow you to create the ticket, however in order to add any information beyond a subject, you must still add it as a comment. As a result, it isn't any faster to create the ticket there, rather than from /Ticket/Create.html I'm having no luck trying to hammer it out on my own. Any advice on the easiest way to add a content field to that section? Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From Ruslan.Zakirov at acronis.com Fri Nov 5 14:41:11 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 05 Nov 2004 22:41:11 +0300 Subject: [rt-users] Re: Using RT for public open source bug tracking systems In-Reply-To: References: <418A4B7B.3060507@acronis.com> Message-ID: <418BD757.3040601@acronis.com> Mark Stosberg wrote: > On 2004-11-04, Ruslan U. Zakirov wrote: > >> Hello. >>Look at http://wiki.bestpractical.com/index.cgi?Rights >>There is describe working scheme for public support queue with >>caveats&tips&tricks. >> >>If you want to notify particular email about new tickets then it's very >>expensive to spend AdminCc role, try: >>http://search.cpan.org/dist/RT-Notify-Group > > > Thanks for the suggestion. > > We installed this, and I set up a 'Scrip' to use it. Everything seemed > normal and straightforward, but no mail went through. I hope you've used 'rt-notify-group-admin' command line script? It's in /opt/rt3/local/sbin dir. > > Are there particular things that are useful to check to debug this case. RT log. If scrip doen't work logs should contain something. > > This seems like a very useful feature! > > Thanks, > > Mark > > -- > . . . . . . . . . . . . . . . . . . . . . . . . . . . > Mark Stosberg Principal Developer > mark at summersault.com Summersault, LLC > 765-939-9301 ext 202 database driven websites > . . . . . http://www.summersault.com/ . . . . . . . . > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From savage at savage.za.org Fri Nov 5 15:12:30 2004 From: savage at savage.za.org (Chris Knipe) Date: Fri, 5 Nov 2004 22:12:30 +0200 Subject: [rt-users] RT Blues.... Message-ID: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> Hi, uhm... Nov 5 22:08:02 netsphere RT: Converting 'iso-8859-1' to 'utf-8' for text/plain - Nov 5 22:08:02 netsphere RT: Guessed encoding: ascii Nov 5 22:08:02 netsphere RT: Guessed encoding: ascii Nov 5 22:08:03 netsphere RT: About to think about scrips for transaction8 Nov 5 22:08:03 netsphere RT: About to prepare scrips for transaction8 Nov 5 22:08:03 netsphere RT: Found 3 scrips Nov 5 22:08:03 netsphere RT: Scrip Prepare 17 died. - Undefined subroutine &Scalar::Util::weaken called at /usr/local/rt/lib/RT/Action/Generic.pm line 104. Stack: [/usr/local/rt/lib/RT/Action/Generic.pm:104] [/usr/local/rt/lib/RT/Action/Generic.pm:79] [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:163] [/usr/local/rt/lib/RT/Scrip_Overlay.pm:463] [/usr/local/rt/lib/RT/Scrips_Overlay.pm:232] [/usr/local/rt/lib/RT/Transaction_Overlay.pm:146] [/usr/local/rt/lib/RT/Ticket_Overlay.pm:3707] [/usr/local/rt/lib/RT/Ticket_Overlay.pm:710] [/usr/local/rt/lib/RT/Interface/Email.pm:671] [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:55] (/usr/local/rt/lib/RT/Scrip_Overlay.pm:471) Nov 5 22:08:03 netsphere RT: Scrip Prepare 23 died. - Undefined subroutine &Scalar::Util::weaken called at /usr/local/rt/lib/RT/Action/Generic.pm line 104. Stack: [/usr/local/rt/lib/RT/Action/Generic.pm:104] [/usr/local/rt/lib/RT/Action/Generic.pm:79] [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:163] [/usr/local/rt/lib/RT/Scrip_Overlay.pm:463] [/usr/local/rt/lib/RT/Scrips_Overlay.pm:232] [/usr/local/rt/lib/RT/Transaction_Overlay.pm:146] [/usr/local/rt/lib/RT/Ticket_Overlay.pm:3707] [/usr/local/rt/lib/RT/Ticket_Overlay.pm:710] [/usr/local/rt/lib/RT/Interface/Email.pm:671] [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:55] (/usr/local/rt/lib/RT/Scrip_Overlay.pm:471) Help?? I'm lost... -- Chris ********************************************************************* ** This email has been scanned by Cenergy Networks for viruses and ** ** spam. As part of our ongoing drive to ensure reliable and ** ** secure communications, Cenergy Networks guarantees this message ** ** to be clean of any viruses or spam. Should you not be satisfied** ** with the content of this email, please let us know by emailing ** ** us at feedback at cenergynetworks.com ** ********************************************************************* From dporowski at myrio.com Fri Nov 5 15:27:09 2004 From: dporowski at myrio.com (Daniel Porowski) Date: Fri, 5 Nov 2004 12:27:09 -0800 Subject: [rt-users] Unprivileged users unable to authenticate? Message-ID: <11B93D0E-2F69-11D9-A9CF-000D9327E690@myrio.com> Okay, with RT 3.2.1 on mysql/linux, I'm running into an issue where some of my unprivileged users are unable to log into the web interface due to authentication issues. It's not user error--I've tested it myself using known passwords/usernames. The accounts are active in RT, don't show disabled in either the GUI or the database, and the password hashes in the DB match those on accounts with working, known passwords. Everything about these users looks just fine in the DB and the GUI, it's just that they can't log in. Changing their passwords in the GUI has no effect, toggling them active/inactive in the GUI has no effect... Nothing seems to fix this. Anyone run into this before? -- Daniel Porowski 425-368-4426 From rt at apocalyptech.com Fri Nov 5 17:30:41 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Fri, 5 Nov 2004 16:30:41 -0600 Subject: [rt-users] Scrips cancel transactions? Message-ID: <20041105223041.GA30920@unisrv.net> Hello, list. On an RT installation we've got, we'd like to be able to prevent a ticket from going into "resolved" or "stalled" status unless there's an actual owner attached to the ticket (ie: not Nobody, etc). I've been playing around with scrips, and I can test for all those conditions in the action perparation section, but I can't find a way to actually throw up a "could not change status" message to whoever's trying to do so. Is it possible for a scrip to cancel a transaction like that? Or will I have to test for the condition in the preparation block, remember the previous status, and then set the status back to how it used to be, during the cleanup block? Thanks a bunch, CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ From Ruslan.Zakirov at acronis.com Fri Nov 5 18:02:16 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 06 Nov 2004 02:02:16 +0300 Subject: [rt-users] RT Blues.... In-Reply-To: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> References: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> Message-ID: <418C0678.9050002@acronis.com> add to the beginning of the lib/RT/Action/Generic.pm somewhere after package xxxx; line: require Scalar::Util; Chris Knipe wrote: > Hi, uhm... > > Nov 5 22:08:02 netsphere RT: Converting 'iso-8859-1' to 'utf-8' for > text/plain - > Nov 5 22:08:02 netsphere RT: Guessed encoding: ascii > Nov 5 22:08:02 netsphere RT: Guessed encoding: ascii > Nov 5 22:08:03 netsphere RT: About to think about scrips for > transaction8 > Nov 5 22:08:03 netsphere RT: About to prepare scrips for transaction8 > Nov 5 22:08:03 netsphere RT: Found 3 scrips > Nov 5 22:08:03 netsphere RT: Scrip Prepare 17 died. - Undefined > subroutine &Scalar::Util::weaken called at > /usr/local/rt/lib/RT/Action/Generic.pm line 104. Stack: > [/usr/local/rt/lib/RT/Action/Generic.pm:104] > [/usr/local/rt/lib/RT/Action/Generic.pm:79] > [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:163] > [/usr/local/rt/lib/RT/Scrip_Overlay.pm:463] > [/usr/local/rt/lib/RT/Scrips_Overlay.pm:232] > [/usr/local/rt/lib/RT/Transaction_Overlay.pm:146] > [/usr/local/rt/lib/RT/Ticket_Overlay.pm:3707] > [/usr/local/rt/lib/RT/Ticket_Overlay.pm:710] > [/usr/local/rt/lib/RT/Interface/Email.pm:671] > [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:55] > (/usr/local/rt/lib/RT/Scrip_Overlay.pm:471) > Nov 5 22:08:03 netsphere RT: Scrip Prepare 23 died. - Undefined > subroutine &Scalar::Util::weaken called at > /usr/local/rt/lib/RT/Action/Generic.pm line 104. Stack: > [/usr/local/rt/lib/RT/Action/Generic.pm:104] > [/usr/local/rt/lib/RT/Action/Generic.pm:79] > [/usr/local/rt/lib/RT/ScripAction_Overlay.pm:163] > [/usr/local/rt/lib/RT/Scrip_Overlay.pm:463] > [/usr/local/rt/lib/RT/Scrips_Overlay.pm:232] > [/usr/local/rt/lib/RT/Transaction_Overlay.pm:146] > [/usr/local/rt/lib/RT/Ticket_Overlay.pm:3707] > [/usr/local/rt/lib/RT/Ticket_Overlay.pm:710] > [/usr/local/rt/lib/RT/Interface/Email.pm:671] > [/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:55] > (/usr/local/rt/lib/RT/Scrip_Overlay.pm:471) > > > Help?? I'm lost... > > -- > Chris > > > ********************************************************************* > ** This email has been scanned by Cenergy Networks for viruses and ** > ** spam. As part of our ongoing drive to ensure reliable and ** > ** secure communications, Cenergy Networks guarantees this message ** > ** to be clean of any viruses or spam. Should you not be satisfied** > ** with the content of this email, please let us know by emailing ** > ** us at feedback at cenergynetworks.com ** > ********************************************************************* > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Fri Nov 5 18:19:50 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 06 Nov 2004 02:19:50 +0300 Subject: [rt-users] Scrips cancel transactions? In-Reply-To: <20041105223041.GA30920@unisrv.net> References: <20041105223041.GA30920@unisrv.net> Message-ID: <418C0A96.2010007@acronis.com> Try to give right ModifyTicket to Owner role only. People just can't do anything with ticket if they aren't owners. See also: http://wiki.bestpractical.org/?Rights CJ Kucera wrote: >Hello, list. > >On an RT installation we've got, we'd like to be able to prevent a >ticket from going into "resolved" or "stalled" status unless there's >an actual owner attached to the ticket (ie: not Nobody, etc). > >I've been playing around with scrips, and I can test for all those >conditions in the action perparation section, but I can't find a way >to actually throw up a "could not change status" message to whoever's >trying to do so. > >Is it possible for a scrip to cancel a transaction like that? Or will >I have to test for the condition in the preparation block, remember >the previous status, and then set the status back to how it used to >be, during the cleanup block? > >Thanks a bunch, >CJ > > > From jesse at bestpractical.com Fri Nov 5 20:27:57 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Nov 2004 20:27:57 -0500 Subject: [rt-users] RT Blues.... In-Reply-To: <418C0678.9050002@acronis.com> References: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> <418C0678.9050002@acronis.com> Message-ID: <20041106012757.GA32018@pallas.eruditorum.org> On Sat, Nov 06, 2004 at 02:02:16AM +0300, Ruslan U. Zakirov wrote: > add to the beginning of the lib/RT/Action/Generic.pm somewhere after > package xxxx; line: > require Scalar::Util; > Hm. I see this already in my RT 3.2 repository. And it's been there for a very, very long time. > Chris Knipe wrote: > > >Hi, uhm... > > > >Nov 5 22:08:02 netsphere RT: Converting 'iso-8859-1' to 'utf-8' for > >text/plain - > >Nov 5 22:08:02 netsphere RT: Guessed encoding: ascii > >Nov 5 22:08:02 netsphere RT: Guessed encoding: ascii > >Nov 5 22:08:03 netsphere RT: About to think about scrips for > >transaction8 > >Nov 5 22:08:03 netsphere RT: About to prepare scrips for transaction8 > >Nov 5 22:08:03 netsphere RT: Found 3 scrips > >Nov 5 22:08:03 netsphere RT: Scrip Prepare 17 died. - Undefined > >subroutine &Scalar::Util::weaken called at > >/usr/local/rt/lib/RT/Action/Generic.pm line 104. Stack: > >[/usr/local/rt/lib/RT/Action/Generic.pm:104] > >[/usr/local/rt/lib/RT/Action/Generic.pm:79] > >[/usr/local/rt/lib/RT/ScripAction_Overlay.pm:163] > >[/usr/local/rt/lib/RT/Scrip_Overlay.pm:463] > >[/usr/local/rt/lib/RT/Scrips_Overlay.pm:232] > >[/usr/local/rt/lib/RT/Transaction_Overlay.pm:146] > >[/usr/local/rt/lib/RT/Ticket_Overlay.pm:3707] > >[/usr/local/rt/lib/RT/Ticket_Overlay.pm:710] > >[/usr/local/rt/lib/RT/Interface/Email.pm:671] > >[/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:55] > >(/usr/local/rt/lib/RT/Scrip_Overlay.pm:471) > >Nov 5 22:08:03 netsphere RT: Scrip Prepare 23 died. - Undefined > >subroutine &Scalar::Util::weaken called at > >/usr/local/rt/lib/RT/Action/Generic.pm line 104. Stack: > >[/usr/local/rt/lib/RT/Action/Generic.pm:104] > >[/usr/local/rt/lib/RT/Action/Generic.pm:79] > >[/usr/local/rt/lib/RT/ScripAction_Overlay.pm:163] > >[/usr/local/rt/lib/RT/Scrip_Overlay.pm:463] > >[/usr/local/rt/lib/RT/Scrips_Overlay.pm:232] > >[/usr/local/rt/lib/RT/Transaction_Overlay.pm:146] > >[/usr/local/rt/lib/RT/Ticket_Overlay.pm:3707] > >[/usr/local/rt/lib/RT/Ticket_Overlay.pm:710] > >[/usr/local/rt/lib/RT/Interface/Email.pm:671] > >[/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:55] > >(/usr/local/rt/lib/RT/Scrip_Overlay.pm:471) > > > > > >Help?? I'm lost... > > > >-- > >Chris > > > > > >********************************************************************* > >** This email has been scanned by Cenergy Networks for viruses and ** > >** spam. As part of our ongoing drive to ensure reliable and ** > >** secure communications, Cenergy Networks guarantees this message ** > >** to be clean of any viruses or spam. Should you not be satisfied** > >** with the content of this email, please let us know by emailing ** > >** us at feedback at cenergynetworks.com ** > >********************************************************************* > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From savage at savage.za.org Fri Nov 5 20:35:16 2004 From: savage at savage.za.org (Chris Knipe) Date: Sat, 6 Nov 2004 03:35:16 +0200 Subject: [rt-users] RT Blues.... References: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> <418C0678.9050002@acronis.com> <20041106012757.GA32018@pallas.eruditorum.org> Message-ID: <001901c4c3a0$de913b20$0a01a8c0@ops.cenergynetworks.com> ----- Original Message ----- From: "Jesse Vincent" To: "Ruslan U. Zakirov" Cc: "Chris Knipe" ; Sent: Saturday, November 06, 2004 3:27 AM Subject: Re: [rt-users] RT Blues.... > > > > On Sat, Nov 06, 2004 at 02:02:16AM +0300, Ruslan U. Zakirov wrote: >> add to the beginning of the lib/RT/Action/Generic.pm somewhere after >> package xxxx; line: >> require Scalar::Util; >> > Hm. I see this already in my RT 3.2 repository. > And it's been there for a very, very long time. And it is in mine as well. I'm betting this is more a Perl issue than a RT one... I'm busy reinstalling on a different machine and I'm pretty sure it will work there. At least I'm not loosing any data from the Databases ;) -- Chris ********************************************************************* ** This email has been scanned by Cenergy Networks for viruses and ** ** spam. As part of our ongoing drive to ensure reliable and ** ** secure communications, Cenergy Networks guarantees this message ** ** to be clean of any viruses or spam. Should you not be satisfied** ** with the content of this email, please let us know by emailing ** ** us at feedback at cenergynetworks.com ** ********************************************************************* From lswusa at gmail.com Fri Nov 5 20:46:32 2004 From: lswusa at gmail.com (Larry) Date: Fri, 5 Nov 2004 17:46:32 -0800 Subject: [rt-users] Where is the AdministratorCc field? In-Reply-To: <418A1C2C.8090604@acronis.com> References: <1fc0b9e4041103221616bce872@mail.gmail.com> <418A1C2C.8090604@acronis.com> Message-ID: <1fc0b9e404110517463f1a022e@mail.gmail.com> Ruslan, Thanks for the quick reply, but what is Ticket role group? I only need the "table name" and the "field name", where I can query for AdministratorCc data. btw, the following pointer contains a dead link: http://wiki.bestpractical.com/index.cgi?DBSchema Thanks, Larry On Thu, 04 Nov 2004 15:10:20 +0300, Ruslan U. Zakirov wrote: > Lawrence Wong wrote: > > Hello All, > > I'm using RT 3.0.11 and I'm trying to generate a report from mysql and > > I need to query for the AdministratorCc data with respect to ticket > > IDs. I cannot find the AdministratorCc field in any of the RT tables. > It's Ticket role group. > See http://wiki.bestpractical.com/index.cgi?DBSchema > > > > > Can anyone tell me how to query for the AdministratorCc field given a ticket ID? > Use RT API as much as possible. > > > > > Thanks in advance. > > Larry > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From mark at summersault.com Sat Nov 6 09:38:46 2004 From: mark at summersault.com (Mark Stosberg) Date: Sat, 6 Nov 2004 09:38:46 -0500 Subject: [rt-users] Using RT for public open source bug tracking systems In-Reply-To: <20041106120310.GA7290@ii.uib.no> References: <20041106120310.GA7290@ii.uib.no> Message-ID: <20041106143846.GT34044@summersault.com> On Sat, Nov 06, 2004 at 01:03:10PM +0100, Jan-Frode Myklebust wrote: > On Thu, Nov 04, 2004 at 02:51:54PM +0000, Mark Stosberg wrote: > > > > I would like the developer mailing list to receive copies of new bug > > reports that are submitted. (but the whole group doesn't need to see all > > the follow-ups). > > Create a template in the bug queue looking something like: This took 5 minutes to setup and worked perfectly. (Using the prepackaged perl module solution didn't). I was glad I was able to create templates through the web, instead of using the file system, (which I don't have access to.) Mark > --------------------------------------------------- > To: developer at mailing.list > Subject: {$Ticket->Subject} > > > {$Transaction->CreatedAsString}: New ticket: {$Ticket->id}. > Transaction: {$Transaction->Description} > Queue: {$Ticket->QueueObj->Name} > Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} > Owner: {$Ticket->OwnerObj->Name} > Requestors: {$Ticket->RequestorAddresses} > Status: {$Ticket->Status} > Ticket id} > > > {$Transaction->Content()} > --------------------------------------------------- > > and a scrip: > > --------------------------------------------------- > Condition: On Create > Action: Notify other recepients > Template: name of template above > Stage: TransactionCreate > Custom condition: return 1; > Custom action preparation code: return 1; > Custom action cleanup code: return 1; > --------------------------------------------------- > > > -jf -- http://mark.stosberg.com/ From rt at apocalyptech.com Sat Nov 6 10:49:13 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Sat, 6 Nov 2004 09:49:13 -0600 Subject: [rt-users] Scrips cancel transactions? In-Reply-To: <418C0A96.2010007@acronis.com> References: <20041105223041.GA30920@unisrv.net> <418C0A96.2010007@acronis.com> Message-ID: <20041106154913.GA3014@unisrv.net> Ruslan U. Zakirov wrote: > Try to give right ModifyTicket to Owner role only. > People just can't do anything with ticket if they aren't owners. > See also: > http://wiki.bestpractical.org/?Rights I'll take a look at that, though your first idea isn't quite what I'm looking for; we don't mind if people who aren't the actual owner of the ticket perform ticket operations, we just want to make sure that tickets can't be resolved without an owner. I'll take a closer look at the Rights page on the Wiki to see if there's something in there that would work. Thanks, -CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ From Jan-Frode.Myklebust at bccs.uib.no Sat Nov 6 15:16:03 2004 From: Jan-Frode.Myklebust at bccs.uib.no (Jan-Frode Myklebust) Date: Sat, 6 Nov 2004 21:16:03 +0100 Subject: [rt-users] Using RT for public open source bug tracking systems In-Reply-To: Message-ID: <20041106120310.GA7290@ii.uib.no> On Thu, Nov 04, 2004 at 02:51:54PM +0000, Mark Stosberg wrote: > > I would like the developer mailing list to receive copies of new bug > reports that are submitted. (but the whole group doesn't need to see all > the follow-ups). Create a template in the bug queue looking something like: --------------------------------------------------- To: developer at mailing.list Subject: {$Ticket->Subject} {$Transaction->CreatedAsString}: New ticket: {$Ticket->id}. Transaction: {$Transaction->Description} Queue: {$Ticket->QueueObj->Name} Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} Owner: {$Ticket->OwnerObj->Name} Requestors: {$Ticket->RequestorAddresses} Status: {$Ticket->Status} Ticket id} > {$Transaction->Content()} --------------------------------------------------- and a scrip: --------------------------------------------------- Condition: On Create Action: Notify other recepients Template: name of template above Stage: TransactionCreate Custom condition: return 1; Custom action preparation code: return 1; Custom action cleanup code: return 1; --------------------------------------------------- -jf From rt at chaka.net Sat Nov 6 20:07:19 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 6 Nov 2004 20:07:19 -0500 Subject: [rt-users] Scrips cancel transactions? In-Reply-To: <20041106154913.GA3014@unisrv.net> References: <20041105223041.GA30920@unisrv.net> <418C0A96.2010007@acronis.com> <20041106154913.GA3014@unisrv.net> Message-ID: <20041107010719.GF8403@chaka.net> Probably you will want to over-ride the RT API calls to enforce this. On Sat, Nov 06, 2004 at 09:49:13AM -0600, CJ Kucera wrote: > Ruslan U. Zakirov wrote: > > Try to give right ModifyTicket to Owner role only. > > People just can't do anything with ticket if they aren't owners. > > See also: > > http://wiki.bestpractical.org/?Rights > > I'll take a look at that, though your first idea isn't quite what I'm > looking for; we don't mind if people who aren't the actual owner of the > ticket perform ticket operations, we just want to make sure that tickets > can't be resolved without an owner. > > I'll take a closer look at the Rights page on the Wiki to see if there's > something in there that would work. > > Thanks, > -CJ > > -- > WOW: Kakistocracy | "The ships hung in the sky in much the same > apocalyptech.com/wow | way that bricks don't." - Douglas Adams, > rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From phil-rt-users at ipal.net Sun Nov 7 01:59:57 2004 From: phil-rt-users at ipal.net (Phil Howard) Date: Sun, 7 Nov 2004 00:59:57 -0600 Subject: [rt-users] anyone able to get RT installed on a RH machine? Message-ID: <20041107065957.GA31464@vega.ipal.net> Is there anyone out there that has been able to get the latest RT installed on a RH machine, in particular this version: Red Hat Enterprise Linux ES release 3 (Taroon Update 2) I've been trying for weeks to get the necessary Perl modules to install. And there seem to simply be numerous problems. It appears that some of the Perl module authors are anti-RH (not that I can blame them) and do not test against RH. If all the modules needed by RT were available as RPMs, this might help. But it seems there is a correlation between modules that don't build and modules I can't find RPMs for. I really want to get RT up and running, but the fact that it is written in Perl, and the fact that I am stuck on RH, seems to be the big conflict that makes this possibly doomed. Or at least that it uses a few poorly written modules. Any ideas how to get around this? Apache::Filter and Apache::Request are current showstoppers. There may be more but I haven't gotten far past this, yet. -- ----------------------------------------------------------------------------- | Phil Howard KA9WGN | http://linuxhomepage.com/ http://ham.org/ | | (first name) at ipal.net | http://phil.ipal.org/ http://ka9wgn.ham.org/ | ----------------------------------------------------------------------------- From hartje.bruns at germany.aol.com Sun Nov 7 03:20:30 2004 From: hartje.bruns at germany.aol.com (Hartje Bruns) Date: Sun, 07 Nov 2004 09:20:30 +0100 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: <20041107065957.GA31464@vega.ipal.net> References: <20041107065957.GA31464@vega.ipal.net> Message-ID: <418DDACE.3030002@germany.aol.com> Hi Phil, Phil Howard wrote: >Is there anyone out there that has been able to get the latest RT installed >on a RH machine, in particular this version: > Red Hat Enterprise Linux ES release 3 (Taroon Update 2) > > > for me i did it the dirty way (on RH ES 3qu2) and compiled my own perl (5.8.5, RH has 5.8.3) and apache+mod_perl. Then it works without any problem. Regards Hartje From indika at hsenid.lk Sun Nov 7 22:35:28 2004 From: indika at hsenid.lk (Indika Wasala) Date: 08 Nov 2004 09:35:28 +0600 Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 In-Reply-To: <2DA13C2FAC7B48468865DE337A37D62B08A788F9@mailp1.directalliance.com> References: <2DA13C2FAC7B48468865DE337A37D62B08A788F9@mailp1.directalliance.com> Message-ID: <1099884928.2316.31.camel@firewall> Hi Craig, I uninstalled the previous version and installed the latest release (3.0.12). But the problem is still there :-( I even replaced the cygwin1.dll (v 1005.11.0.0) which comes with fetchmail with latest cygwin1.dll (v 1005.12.0.0) and still no luck. (I get the same error message.) Please try to trace the steps you followed to resolve the problem and help me in resolving mine too. Thanks, Indika. On Fri, 2004-11-05 at 21:09, Craig Ducharme wrote: > Indika, > > You might want to try installing the latest release (3.0.12) > http://wiki.bestpractical.com/?WindowsOSInstallGuide. > > > Craig Ducharme > Direct Alliance Corporation > Configuration Management Specialist > 602.790.5765 Cell > 480.446.1483 Direct > cducharm at direct-alliance.com > www.direct-alliance.com > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Craig > Ducharme > Sent: Friday, November 05, 2004 8:04 AM > To: indika at hsenid.lk; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 > > Hi Indika, > > I battled with this problem for about two days and couldn't remember the > final resolution. I did remember that I had to install Cygwin on the > server in addition the actions you've already performed (change > ownership, latest cygwin dll). I'll work on tracing my steps to resolve > the problem. > > Regards, > > Craig Ducharme > Direct Alliance Corporation > Configuration Management Specialist > 602.790.5765 Cell > 480.446.1483 Direct > cducharm at direct-alliance.com > www.direct-alliance.com > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > indika at hsenid.lk > Sent: Friday, November 05, 2004 2:37 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 > > Hi all, > > This is the complete error message I'm getting when I run rt-mailgate, > > FETCHM~1: 6.2.5 querying alf.hsenid.lk (protocol POP3) at Fri Nov > 04: poll started > FETCHM~1: POP3< +OK <19442.1099647287 at alf.hsenid.lk> > FETCHM~1: POP3> CAPA > FETCHM~1: POP3< -ERR authorization first > FETCHM~1: authorization first > FETCHM~1: Repoll immediately on general at alf.hsenid.lk > FETCHM~1: POP3< +OK <19443.1099647287 at alf.hsenid.lk> > FETCHM~1: POP3> USER general > FETCHM~1: POP3< +OK > FETCHM~1: POP3> PASS * > FETCHM~1: POP3< +OK > FETCHM~1: POP3> STAT > FETCHM~1: POP3< +OK 2 1626 > FETCHM~1: POP3> LAST > FETCHM~1: POP3< +OK 0 > 2 messages for general at alf.hsenid.lk (1626 octets). > FETCHM~1: POP3> LIST 1 > FETCHM~1: POP3< +OK 1 817 > FETCHM~1: POP3> TOP 1 99999999 > FETCHM~1: POP3< +OK > reading message general at alf.hsenid.lk:1 of 2 (817 octets) > #***FETCHM~1: MDA returned nonzero status 127 > not flushed > > Please help me in resolving this if you have any idea. > > > Yes. I am logged in as administrator and owner of rt-mailgate.conf is > > also administrator (changed it from administrators to administrator) > but > > still no luck. :-( > > > > Regards, > > Indika. > > > > On Thu, 2004-11-04 at 04:55, Craig Ducharme wrote: > >> Indika, > >> > >> Are you logged in as Administrator when you execute rt-mailgate? > >> Ownership of rt-mailgate.conf needs to be that of the user executing > >> rt-mailgate. > >> > >> Regards, > >> > >> Craig Ducharme > >> > >> > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com > >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Indika > >> Wasala > >> Sent: Wednesday, November 03, 2004 4:10 AM > >> To: rt-users at lists.bestpractical.com > >> Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 > >> > >> Hi All, > >> > >> I have successfully installed rt-3.0.11.exe from > >> http://p4.elixus.org/dist/ in a Windows 2000 advanced server machine > and > >> everything works fine except fetchmail which comes with the > >> distribution. > >> > >> When I ran rt-mailgate shortcut I get the following error message > after > >> successfully login into the mail server, > >> > >> FETCHM~1: MDA returned nonzero status 127 > >> not flushed > >> > >> I changed the owner of the file rt-mailgate.conf to the administrator > >> and replaced the cygwin1.dll file (in bin folder) with a latest > version > >> (1005.9.0.0 with 1005.11.0.0 - got this trick from a mailing list) > but > >> still get the above error. > >> > >> Any help would be greatly appreciated. > >> > >> Thanks. > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > >> > >> The information in this email is confidential and may be legally > privileged. It is intended solely for the addressee. Access to this > email by anyone else is unauthorized. > >> > >> If you are not the intended recipient, any disclosure, copying, > distribution or any action taken or omitted in reliance on it, is > prohibited and may be unlawful. > >> > >> > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From paulm at fedinternational.com Mon Nov 8 02:00:42 2004 From: paulm at fedinternational.com (Paul McAlister) Date: Mon, 8 Nov 2004 18:00:42 +1100 Subject: Score/Req: 05.40/05.00 - Re: [rt-users] attaching user information when replying to a ticket In-Reply-To: <418A14A1.9070904@acronis.com> Message-ID: <000001c4c560$a9965330$3f5aa8c0@yourtraagwl48w> Thanks Niel. I gave it a try and have found that when I change the $UseFriendlyFromLine variable and restart the server I end up having the from tag:- 'support at xxx.com' with no other information. The $FriendlyFromLineFormat is also added to the file however the format does not seem to be being applied. Any ideas why this format is not being applied? -----Original Message----- From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Sent: Thursday, November 04, 2004 10:38 PM To: Paul McAlister Cc: 'Niels Bakker'; rt-users at lists.bestpractical.com Subject: ***SPAM*** Score/Req: 05.40/05.00 - Re: [rt-users] attaching user information when replying to a ticket Paul McAlister wrote: >>Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm. > > > I have copied the variable across from C:\Program > Files\OurInternet\Request Tracker\rt\etc\RT_Config.pm.in into > RT_SiteConfig.pm and set the values of UsefriendlyFromLine to both 0 and > 1, but see no difference in the format. Do you need to reinstall rt, or > should I see the changes immediately when I add this line to > RT_SiteConfig.pm. You must restart http server to see changes. > > Also shouldn't Usefriendlyfromline default to 1 anyway when installed? > In which case, is the reason I am having these problems the result of me > using version 3.0.12 instead of an earlier version? > > Paul > > > > > > >>* paulm at fedinternational.com (Paul McAlister) [Wed 03 Nov 2004, 08:07 > > CET]: > >>>Hi we are a support firm, and have just begun looking at request > > tracker > >>>as a way of tracking the progress of our support calls. We have > > created > >>>a default queue called support of which all our support email enters > > rt > >>>so that we can monitor their progress. > > >>Good choice. Please also turn off HTML when mailing a list. And > > double > >>postings are discouraged. > > > >>>The problem we are finding is that when we receive a support email > > and > >>>it enters rt as a new ticket, when we reply to the sender through the > > rt > >>>interface the header of the email back to the sender is of the form:- > > >>> >>>From: postmaster at brown on behalf of support at ourdomain.com > > >>That's Outlook's fault, interpreting the Sender: header... > > > >>>What we would like to do is have the email coming back with the From > > tag > >>>as:- >>> >>>postmaster at brown; on behalf of on behalf of My Name via RT >>>[support at ourdomain.com]. > > >>Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm. > > > >> -- Niels. > > From pape-rt at inf.fu-berlin.de Mon Nov 8 02:51:51 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 08 Nov 2004 08:51:51 +0100 Subject: [rt-users] looking for a feature (building MimeEntities out of attachments) Message-ID: <3BC2058C406118448F0D11AD@eremix> Hello, The RT system itself is building MIME Entities out of transactions to notify users. Now we want to be able to "resend" such messages by a link in the history page. We want to do this because sometimes it is more convenient to have a transcation text in mail than in the web and to resend explanations to customers, when their ticket has been merged into a ticket with an explanantion which went to another customer. I am looking for the rigt place for an abstraction to build MIME messages out of a transaction, hence the following questions: 1. Did anybody implement this before? if not: 2. where to put the method CreateMIMEEntityFromTransaction a) in Transaction_Overlay.pm b) in Attachments_Overlay.pm c) in SendEmail.pm d) or ... I look for another feature to send the complete correspondenc/comment history of a ticket as a multipart/digest. Where to put this abstraction? regards, Dirk. From jesse at bestpractical.com Mon Nov 8 04:36:58 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 8 Nov 2004 04:36:58 -0500 Subject: [rt-users] looking for a feature (building MimeEntities out of attachments) In-Reply-To: <3BC2058C406118448F0D11AD@eremix> References: <3BC2058C406118448F0D11AD@eremix> Message-ID: <20041108093658.GG32018@pallas.eruditorum.org> On Mon, Nov 08, 2004 at 08:51:51AM +0100, Dirk Pape wrote: > > I am looking for the rigt place for an abstraction to build MIME messages > out of a transaction, hence the following questions: > > 1. Did anybody implement this before? "forwarding", not so much "resending" > if not: > > 2. where to put the method CreateMIMEEntityFromTransaction I could see Transaction->AsMIMEEntity. _but_, do you want to regenerate the mail as it was sent out by RT exactly? If so, you need to take templates into account. And also, maybe it would be easier to use RT 3.2's recorded outgoing mail as the source... and just add a "resend" method for that. > a) in Transaction_Overlay.pm > b) in Attachments_Overlay.pm > c) in SendEmail.pm > d) or ... > > I look for another feature to send the complete correspondenc/comment > history of a ticket as a multipart/digest. Where to put this abstraction? I could see maybe putting that in Transactions_Overlay.pm _maybe_. I could also see it as a Template > regards, > Dirk. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From Adam.Arlett at tigerbrands.com Mon Nov 8 04:56:02 2004 From: Adam.Arlett at tigerbrands.com (Adam Arlett) Date: Mon, 8 Nov 2004 11:56:02 +0200 Subject: [rt-users] Delete Unprivileged Users Message-ID: <8FDDEDA992E90841B4F79C0D3302399C49A1DB@fx-bryanston.tigerbrands.net> Hi All, When testing I had one of our users send an email to RT, I need to make him a privileged user now but RT won't let me, how do I change the unprivileged user to a privileged one or how do I delete unprivileged users? Many thanks, Adam Arlett -------------- next part -------------- An HTML attachment was scrubbed... URL: From indika at hsenid.lk Mon Nov 8 06:31:44 2004 From: indika at hsenid.lk (Indika Wasala) Date: 08 Nov 2004 17:31:44 +0600 Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 In-Reply-To: <1099884928.2316.31.camel@firewall> References: <2DA13C2FAC7B48468865DE337A37D62B08A788F9@mailp1.directalliance.com> <1099884928.2316.31.camel@firewall> Message-ID: <1099913502.2316.235.camel@firewall> Hi Craig, Solved the problem. For others who is going to face the same problem, A utility called NTFILEMON helped me in resolving the problem and this is what I did, I installed cygwin (from www.cygwin.com) and copied the cygwin1.dll from cygwin installation to fetchmail\bin directory. Then owner of rt-mailgate.conf file was changed to administrator (user who runs fetchmail). When rt-mailgate was run it tries to create the pid in c:\cygwin\home\administrator folder, which was not there (So it fails). So I created c:\cygwin\home\administrator folder. Everything works fine now. Thank you for your guidelines Craig. Regards, Indika. On Mon, 2004-11-08 at 09:35, Indika Wasala wrote: > Hi Craig, > > I uninstalled the previous version and installed the latest release > (3.0.12). But the problem is still there :-( I even replaced the > cygwin1.dll (v 1005.11.0.0) which comes with fetchmail with latest > cygwin1.dll (v 1005.12.0.0) and still no luck. (I get the same error > message.) Please try to trace the steps you followed to resolve the > problem and help me in resolving mine too. > > Thanks, > Indika. > > On Fri, 2004-11-05 at 21:09, Craig Ducharme wrote: > > Indika, > > > > You might want to try installing the latest release (3.0.12) > > http://wiki.bestpractical.com/?WindowsOSInstallGuide. > > > > > > Craig Ducharme > > Direct Alliance Corporation > > Configuration Management Specialist > > 602.790.5765 Cell > > 480.446.1483 Direct > > cducharm at direct-alliance.com > > www.direct-alliance.com > > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Craig > > Ducharme > > Sent: Friday, November 05, 2004 8:04 AM > > To: indika at hsenid.lk; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 > > > > Hi Indika, > > > > I battled with this problem for about two days and couldn't remember the > > final resolution. I did remember that I had to install Cygwin on the > > server in addition the actions you've already performed (change > > ownership, latest cygwin dll). I'll work on tracing my steps to resolve > > the problem. > > > > Regards, > > > > Craig Ducharme > > Direct Alliance Corporation > > Configuration Management Specialist > > 602.790.5765 Cell > > 480.446.1483 Direct > > cducharm at direct-alliance.com > > www.direct-alliance.com > > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > > indika at hsenid.lk > > Sent: Friday, November 05, 2004 2:37 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Re: FETCHM~1: MDA returned nonzero status 127 > > > > Hi all, > > > > This is the complete error message I'm getting when I run rt-mailgate, > > > > FETCHM~1: 6.2.5 querying alf.hsenid.lk (protocol POP3) at Fri Nov > > 04: poll started > > FETCHM~1: POP3< +OK <19442.1099647287 at alf.hsenid.lk> > > FETCHM~1: POP3> CAPA > > FETCHM~1: POP3< -ERR authorization first > > FETCHM~1: authorization first > > FETCHM~1: Repoll immediately on general at alf.hsenid.lk > > FETCHM~1: POP3< +OK <19443.1099647287 at alf.hsenid.lk> > > FETCHM~1: POP3> USER general > > FETCHM~1: POP3< +OK > > FETCHM~1: POP3> PASS * > > FETCHM~1: POP3< +OK > > FETCHM~1: POP3> STAT > > FETCHM~1: POP3< +OK 2 1626 > > FETCHM~1: POP3> LAST > > FETCHM~1: POP3< +OK 0 > > 2 messages for general at alf.hsenid.lk (1626 octets). > > FETCHM~1: POP3> LIST 1 > > FETCHM~1: POP3< +OK 1 817 > > FETCHM~1: POP3> TOP 1 99999999 > > FETCHM~1: POP3< +OK > > reading message general at alf.hsenid.lk:1 of 2 (817 octets) > > #***FETCHM~1: MDA returned nonzero status 127 > > not flushed > > > > Please help me in resolving this if you have any idea. > > > > > Yes. I am logged in as administrator and owner of rt-mailgate.conf is > > > also administrator (changed it from administrators to administrator) > > but > > > still no luck. :-( > > > > > > Regards, > > > Indika. > > > > > > On Thu, 2004-11-04 at 04:55, Craig Ducharme wrote: > > >> Indika, > > >> > > >> Are you logged in as Administrator when you execute rt-mailgate? > > >> Ownership of rt-mailgate.conf needs to be that of the user executing > > >> rt-mailgate. > > >> > > >> Regards, > > >> > > >> Craig Ducharme > > >> > > >> > > >> -----Original Message----- > > >> From: rt-users-bounces at lists.bestpractical.com > > >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Indika > > >> Wasala > > >> Sent: Wednesday, November 03, 2004 4:10 AM > > >> To: rt-users at lists.bestpractical.com > > >> Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 > > >> > > >> Hi All, > > >> > > >> I have successfully installed rt-3.0.11.exe from > > >> http://p4.elixus.org/dist/ in a Windows 2000 advanced server machine > > and > > >> everything works fine except fetchmail which comes with the > > >> distribution. > > >> > > >> When I ran rt-mailgate shortcut I get the following error message > > after > > >> successfully login into the mail server, > > >> > > >> FETCHM~1: MDA returned nonzero status 127 > > >> not flushed > > >> > > >> I changed the owner of the file rt-mailgate.conf to the administrator > > >> and replaced the cygwin1.dll file (in bin folder) with a latest > > version > > >> (1005.9.0.0 with 1005.11.0.0 - got this trick from a mailing list) > > but > > >> still get the above error. > > >> > > >> Any help would be greatly appreciated. > > >> > > >> Thanks. > > >> > > >> _______________________________________________ > > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > >> > > >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > >> > > >> The information in this email is confidential and may be legally > > privileged. It is intended solely for the addressee. Access to this > > email by anyone else is unauthorized. > > >> > > >> If you are not the intended recipient, any disclosure, copying, > > distribution or any action taken or omitted in reliance on it, is > > prohibited and may be unlawful. > > >> > > >> > > >> > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From ch at westend.com Mon Nov 8 08:00:07 2004 From: ch at westend.com (Christian Hammers) Date: Mon, 8 Nov 2004 14:00:07 +0100 Subject: [rt-users] Configuring limited access for customers Message-ID: <20041108130007.GA28377@westend.com> Hello I have problems configuring the SelfService frontend for a customer of us that should only be able to see the ticket history *excluding* our internal comments and report new problems via web. The user has been created as "may login" but not with "has rights", is now able to login but does not see any tickets nor any queue in the selectbox when trying to create a new ticket. I gave one of our queues the following rights below Configuration -> Queue -> Group Rights -> Unprivileged Users: CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowTicket StealTicket TakeTicket There are no further rights for unprvi'd users in "Global -> Group Rights". What's missing? Any RTFM pointer is appreciated, too. thanks, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From cmap_sec at yahoo.co.uk Mon Nov 8 09:04:43 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Mon, 8 Nov 2004 14:04:43 +0000 (GMT) Subject: [rt-users] help with setting up incoming mail into the rt helpdesk Message-ID: <20041108140443.57553.qmail@web25704.mail.ukl.yahoo.com> hi I'm having a problem setting up mail incoming to rt helpdesk (outgoing from it is fine). Its installed on fedora core 2 and i've set up aliases in sendmail. We have an exchange server that does all our mail for our maildomain domain.com. I'm unsure whether i want rtbox to send mail as rt.domain.com (but do i have to set up a full subdomain and mx records just for this ?) or if i can do something on domain.com ? I tried adding an mx record for rt.domain.com to the dns used by exchange but i just get it ending up as deffered. rt.domain.com IN MX 5 rt.domain.com under the main domain zone file. As you can tell i'm confused as to what i need to do to get external mail to work either going to exchange and then to the box, or going directly to the box. Any advice welcome, thanks. I've been all thru the wiki but thats all largely from the on the rtbox point of view, my mail isn't routing to the rtbox. Elaine ___________________________________________________________ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From ch at westend.com Mon Nov 8 11:13:40 2004 From: ch at westend.com (Christian Hammers) Date: Mon, 8 Nov 2004 17:13:40 +0100 Subject: [rt-users] Configuring limited access for customers In-Reply-To: <20041108130007.GA28377@westend.com> References: <20041108130007.GA28377@westend.com> Message-ID: <20041108161340.GB28377@westend.com> On Mon, Nov 08, 2004 at 02:00:07PM +0100, Christian Hammers wrote: > I have problems configuring the SelfService frontend for a customer of > us that should only be able to see the ticket history *excluding* our > internal comments and report new problems via web. I managed to get that working after I realized that I had to logout and relogin to make the settings effective... Now I have the wanted settings running for one separated Queue. Is it also possible to give a some Customers access to the same Queue but still have them see only their tickets? "My tickets" filters right but I was able to enter arbitrary ticket numbers directly to access the other ones. thanks, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From ch at westend.com Mon Nov 8 11:16:53 2004 From: ch at westend.com (Christian Hammers) Date: Mon, 8 Nov 2004 17:16:53 +0100 Subject: [rt-users] Add Content to QuickCreate In-Reply-To: <6.1.2.0.2.20041105135318.01d6fd48@ucrwcu.rwc.uc.edu> References: <6.1.2.0.2.20041105135318.01d6fd48@ucrwcu.rwc.uc.edu> Message-ID: <20041108161653.GA22582@westend.com> On Fri, Nov 05, 2004 at 02:05:38PM -0500, Drew Barnes wrote: > I have found that, when using the QuickCreate portion of the index page, it > isn't as functional as perhaps it could be. It will allow you to create > the ticket, however in order to add any information beyond a subject, you > must still add it as a comment. As a result, it isn't any faster to create > the ticket there, rather than from /Ticket/Create.html I guess it's made for "Pizza for lunch anyone?" style tickets that do not require any content. Else the "new ticket in [queue]" form at the top is already as short as it could be. bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From les at futuresource.com Mon Nov 8 11:05:50 2004 From: les at futuresource.com (Les Mikesell) Date: Mon, 08 Nov 2004 10:05:50 -0600 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: <20041107065957.GA31464@vega.ipal.net> References: <20041107065957.GA31464@vega.ipal.net> Message-ID: <1099929950.31309.3.camel@moola.futuresource.com> On Sun, 2004-11-07 at 00:59, Phil Howard wrote: > Is there anyone out there that has been able to get the latest RT installed > on a RH machine, in particular this version: > Red Hat Enterprise Linux ES release 3 (Taroon Update 2) [...] > Any ideas how to get around this? > > Apache::Filter and Apache::Request are current showstoppers. There may > be more but I haven't gotten far past this, yet. I haven't installed on that version, but if I tried, I would use fastcgi instead of mod_perl or compile apache/mod_perl from source. --- Les Mikesell les at futuresource.com From bam at miranda.org Mon Nov 8 11:33:59 2004 From: bam at miranda.org (Bret Martin) Date: Mon, 08 Nov 2004 11:33:59 -0500 Subject: [rt-users] Add Content to QuickCreate In-Reply-To: Message from Christian Hammers of "Mon, 08 Nov 2004 17:16:53 +0100." <20041108161653.GA22582@westend.com> Message-ID: <27450.1099931639@anasazi.miranda.org> On Mon, 08 Nov 2004 17:16:53 +0100 Christian Hammers wrote: > I guess it's made for "Pizza for lunch anyone?" style tickets that do > not require any content. Else the "new ticket in [queue]" form at the > top is already as short as it could be. It's possible to make a perfectly useful ticket with only a queue and subject line, like "Install $software on $server" or "Research $new_technology". Granted, choosing useful subject lines is an art. Keeping the default QuickCreate minimal is a good thing, in my opinion -- it encourages you to put to-do items in RT without requiring much overhead. --Bret From rt at chaka.net Mon Nov 8 11:33:32 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 8 Nov 2004 11:33:32 -0500 Subject: [rt-users] Configuring limited access for customers In-Reply-To: <20041108161340.GB28377@westend.com> References: <20041108130007.GA28377@westend.com> <20041108161340.GB28377@westend.com> Message-ID: <20041108163332.GG8403@chaka.net> Yes. Give the system role 'Requestor' right to view ticket. -Todd On Mon, Nov 08, 2004 at 05:13:40PM +0100, Christian Hammers wrote: > On Mon, Nov 08, 2004 at 02:00:07PM +0100, Christian Hammers wrote: > > I have problems configuring the SelfService frontend for a customer of > > us that should only be able to see the ticket history *excluding* our > > internal comments and report new problems via web. > > I managed to get that working after I realized that I had to logout and > relogin to make the settings effective... > > Now I have the wanted settings running for one separated Queue. Is it > also possible to give a some Customers access to the same Queue but > still have them see only their tickets? "My tickets" filters right but > I was able to enter arbitrary ticket numbers directly to access the > other ones. > > thanks, > > -christian- > > -- > Christian Hammers WESTEND GmbH | Internet-Business-Provider > Technik CISCO Systems Partner - Authorized Reseller > L?tticher Stra?e 10 Tel 0241/701333-11 > ch at westend.com D-52064 Aachen Fax 0241/911879 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From bartelt at slac.stanford.edu Mon Nov 8 17:07:30 2004 From: bartelt at slac.stanford.edu (John Bartelt) Date: Mon, 8 Nov 2004 14:07:30 -0800 (PST) Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: <20041107170016.EF8A184C073@pallas.eruditorum.org> References: <20041107170016.EF8A184C073@pallas.eruditorum.org> Message-ID: > Is there anyone out there that has been able to get the latest RT installed > on a RH machine, in particular this version: > Red Hat Enterprise Linux ES release 3 (Taroon Update 2) > > I've been trying for weeks to get the necessary Perl modules to install. > And there seem to simply be numerous problems. It appears that some of > the Perl module authors are anti-RH (not that I can blame them) and do > not test against RH. I've never had a problem installing perl on RH. (I don't use RPMs for this.) I installed the basic perl in a custom location (/opt/perl) and then used CPAN to add the modules. I've installed hundreds of perl modules this way. John From partem_r at yahoo.com Mon Nov 8 17:27:54 2004 From: partem_r at yahoo.com (Partom Rule) Date: Mon, 8 Nov 2004 14:27:54 -0800 (PST) Subject: [rt-users] Error at the HTML files . . . Message-ID: <20041108222754.65089.qmail@web50808.mail.yahoo.com> Hello all I get these sines : %# %# %# <&|/l&> and lots more like that when i run index.html from the HTML folder. How do i disable it? Ron __________________________________ Do you Yahoo!? Check out the new Yahoo! Front Page. www.yahoo.com From paul_grondahl at yahoo.com Mon Nov 8 19:43:05 2004 From: paul_grondahl at yahoo.com (paul_grondahl at yahoo.com) Date: Mon, 8 Nov 2004 16:43:05 -0800 Subject: [rt-users] advice on database upgrade Message-ID: <05a701c4c5f5$133bc4c0$1f01a8c0@hq.radiofreevirgin.com> hello rt'ers, i have just migrated our current rt system to new hw. - the old system runs rt 3.0.8, rtfm 2.0.1 on fc1 with mysql 4.0.13, apache 1.3.27, perl 5.8.0 - the new system runs rt 3.2.2, rtfm 2.0.4 on RH EL3 with mysql 4.0.22, apache 1.3.31, perl 5.8.5 i transferred the database like this: old server: mysqldump -p --opt rt3 | gzip > /usr/MySQL-Backup/rt3.dump.gz new server: gzip -dc rt3.dump.gz | mysql rt3 this appears to have worked. i can login and see all the old tickets/queues/users on the new system. my question is: will all the database schema changes between rt versions remain intact now that i essentially "overwrote" the new database? is this upgrade procedure kosher? thanks, paul grondahl From niels=rt at bakker.net Mon Nov 8 20:04:41 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 9 Nov 2004 02:04:41 +0100 Subject: [rt-users] advice on database upgrade In-Reply-To: <05a701c4c5f5$133bc4c0$1f01a8c0@hq.radiofreevirgin.com> References: <05a701c4c5f5$133bc4c0$1f01a8c0@hq.radiofreevirgin.com> Message-ID: <20041109010441.GA16397@snowcrash.tpb.net> * paul_grondahl at yahoo.com (paul_grondahl at yahoo.com) [Tue 09 Nov 2004, 01:43 CET]: > i have just migrated our current rt system to new hw. > > - the old system runs rt 3.0.8, rtfm 2.0.1 on fc1 with mysql 4.0.13, > apache 1.3.27, perl 5.8.0 > > - the new system runs rt 3.2.2, rtfm 2.0.4 on RH EL3 with mysql 4.0.22, > apache 1.3.31, perl 5.8.5 > > i transferred the database like this: > > old server: mysqldump -p --opt rt3 | gzip > > /usr/MySQL-Backup/rt3.dump.gz > > new server: gzip -dc rt3.dump.gz | mysql rt3 The database schema has changed between these releases of RT, please read the upgrade README for the proper procedure. -- Niels. -- From niels=rt at bakker.net Mon Nov 8 20:05:28 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 9 Nov 2004 02:05:28 +0100 Subject: [rt-users] Error at the HTML files . . . In-Reply-To: <20041108222754.65089.qmail@web50808.mail.yahoo.com> References: <20041108222754.65089.qmail@web50808.mail.yahoo.com> Message-ID: <20041109010528.GB16397@snowcrash.tpb.net> * partem_r at yahoo.com (Partom Rule) [Mon 08 Nov 2004, 23:28 CET]: > I get these sines : %# %# %# <&|/l&> > and lots more like that when i run index.html from > the HTML folder. > How do i disable it? Don't "run" those files from the "folder" but view them via a Web server that understands Mason. -- Niels. -- From paul_grondahl at yahoo.com Mon Nov 8 20:24:34 2004 From: paul_grondahl at yahoo.com (Paul Grondahl) Date: Mon, 8 Nov 2004 17:24:34 -0800 Subject: [rt-users] advice on database upgrade In-Reply-To: <20041109010441.GA16397@snowcrash.tpb.net> Message-ID: <05bf01c4c5fa$dea752a0$1f01a8c0@hq.radiofreevirgin.com> perhaps i need to clarify: on the new server i installed rt as if it was a new 3.2.2 install. that includes the make initialize-database command. so, the schema was up to date with rt 3.2.2. what i'm wondering is whether this schema was overwritten when i restored from the 3.0.8 dump file. paul -----Original Message----- From: Niels Bakker [mailto:niels=rt at bakker.net] Sent: Monday, November 08, 2004 5:05 PM To: paul_grondahl at yahoo.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] advice on database upgrade * paul_grondahl at yahoo.com (paul_grondahl at yahoo.com) [Tue 09 Nov 2004, 01:43 CET]: > i have just migrated our current rt system to new hw. > > - the old system runs rt 3.0.8, rtfm 2.0.1 on fc1 with mysql 4.0.13, > apache 1.3.27, perl 5.8.0 > > - the new system runs rt 3.2.2, rtfm 2.0.4 on RH EL3 with mysql > 4.0.22, apache 1.3.31, perl 5.8.5 > > i transferred the database like this: > > old server: mysqldump -p --opt rt3 | gzip > > /usr/MySQL-Backup/rt3.dump.gz > > new server: gzip -dc rt3.dump.gz | mysql rt3 The database schema has changed between these releases of RT, please read the upgrade README for the proper procedure. -- Niels. -- From phil-rt-users at ipal.net Mon Nov 8 23:35:47 2004 From: phil-rt-users at ipal.net (Phil Howard) Date: Mon, 8 Nov 2004 22:35:47 -0600 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: <1099929950.31309.3.camel@moola.futuresource.com> References: <20041107065957.GA31464@vega.ipal.net> <1099929950.31309.3.camel@moola.futuresource.com> Message-ID: <20041109043546.GA8813@vega.ipal.net> On Mon, Nov 08, 2004 at 10:05:50AM -0600, Les Mikesell wrote: | On Sun, 2004-11-07 at 00:59, Phil Howard wrote: | > Is there anyone out there that has been able to get the latest RT installed | > on a RH machine, in particular this version: | > Red Hat Enterprise Linux ES release 3 (Taroon Update 2) | [...] | > Any ideas how to get around this? | > | > Apache::Filter and Apache::Request are current showstoppers. There may | > be more but I haven't gotten far past this, yet. | | I haven't installed on that version, but if I tried, I would use | fastcgi instead of mod_perl or compile apache/mod_perl from source. Those were both paths I looked into over the past couple months and things did not work and help was not helpful in getting it to work. I've gotten RT installed w/o depending on modules. But it obviously can't function if thge required modules are not present. There seems to be some incompatibility between a few Perl modules and this RH version. I know this is not the place to get RH support, but I was hoping someone had experience getting RT to run on this platform and could direct me to where answer for it would be. The Perl people have been less than helpful. -- ----------------------------------------------------------------------------- | Phil Howard KA9WGN | http://linuxhomepage.com/ http://ham.org/ | | (first name) at ipal.net | http://phil.ipal.org/ http://ka9wgn.ham.org/ | ----------------------------------------------------------------------------- From phil-rt-users at ipal.net Mon Nov 8 23:37:52 2004 From: phil-rt-users at ipal.net (Phil Howard) Date: Mon, 8 Nov 2004 22:37:52 -0600 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: References: <20041107170016.EF8A184C073@pallas.eruditorum.org> Message-ID: <20041109043752.GB8813@vega.ipal.net> On Mon, Nov 08, 2004 at 02:07:30PM -0800, John Bartelt wrote: | > Is there anyone out there that has been able to get the latest RT installed | > on a RH machine, in particular this version: | > Red Hat Enterprise Linux ES release 3 (Taroon Update 2) | > | > I've been trying for weeks to get the necessary Perl modules to install. | > And there seem to simply be numerous problems. It appears that some of | > the Perl module authors are anti-RH (not that I can blame them) and do | > not test against RH. | | I've never had a problem installing perl on RH. (I don't use RPMs for | this.) I installed the basic perl in a custom location (/opt/perl) and | then used CPAN to add the modules. | I've installed hundreds of perl modules this way. So you didn't install Perl from the RH distribution, and instead, installed it just from source? My concern is a certain few modules that won't install. Are you saying they could be incompatible with my Perl 5.8.5? -- ----------------------------------------------------------------------------- | Phil Howard KA9WGN | http://linuxhomepage.com/ http://ham.org/ | | (first name) at ipal.net | http://phil.ipal.org/ http://ka9wgn.ham.org/ | ----------------------------------------------------------------------------- From jparsons-lists at saffron.net Tue Nov 9 00:56:01 2004 From: jparsons-lists at saffron.net (Jason Parsons) Date: Tue, 9 Nov 2004 00:56:01 -0500 Subject: [rt-users] advice on database upgrade In-Reply-To: <05bf01c4c5fa$dea752a0$1f01a8c0@hq.radiofreevirgin.com> References: <05bf01c4c5fa$dea752a0$1f01a8c0@hq.radiofreevirgin.com> Message-ID: <08DCC275-3214-11D9-8049-000393D56A8A@saffron.net> On 8 Nov 2004, at 20:24, Paul Grondahl wrote: > on the new server i installed rt as if it was a new 3.2.2 install. that > includes the make initialize-database command. so, the schema was up to > date with rt 3.2.2. what i'm wondering is whether this schema was > overwritten when i restored from the 3.0.8 dump file. Yes, the schema will have been overwritten when you reloaded from your old dump. The file you uploaded has 'DROP TABLE' lines in it, so you deleted the tables that RT installed and replaced them with the versions from your old dump file. Hope this helps. - Jason Parsons From ruediger.riediger at sun.com Tue Nov 9 03:53:38 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Tue, 09 Nov 2004 09:53:38 +0100 Subject: [rt-users] rt3 enhanced mailgate? In-Reply-To: References: Message-ID: <41908592.7000204@sun.com> brianBOFH wrote: > Do any of you have an enhanced rt3 mailgate? We were using the rt2 > version fairly heavily (to auto-assign Owner based on body content - > RT-Owner: user) beside the comment about the Scrips (has the big advantage that web submissions are handled as well :-) we have added one option to the mailgate to respond back the ticket number so procmail (or mail dispatcher) can do nifty stuff with it (e.g. link the message-id to the incident, so follow-ups with a reference, or in-reply header are filled correctly without the ticket number in the subject). from procmailrc: REQ|=rt-mailgate --ticket and the diff: *** rt-mailgate.ORIG --- rt-mailgate *************** *** 367,373 **** use constant EX_TEMPFAIL => 75; my %opts; ! GetOptions( \%opts, "queue=s", "action=s", "url=s", "jar=s", "help", "debug", "extension=s" ); if ( $opts{help} ) { require Pod::Usage; --- 367,373 ---- use constant EX_TEMPFAIL => 75; my %opts; ! GetOptions( \%opts, "queue=s", "action=s", "url=s", "jar=s", "ticket", "help", "debug", "extension=s" ); if ( $opts{help} ) { require Pod::Usage; *************** *** 408,413 **** --- 408,414 ---- check_failure($r); my $content = $r->content; + print $1 ."\n" if ( $opts{ticket} && $content =~ /^Ticket:\s+(\d+)\s*$/m ); warn $content if ($opts{debug}); if ( $content !~ /^(ok|not ok)/ ) { Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message 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 email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From hk at kapper.net Tue Nov 9 04:52:17 2004 From: hk at kapper.net (Harald Kapper) Date: Tue, 09 Nov 2004 10:52:17 +0100 Subject: [rt-users] slight issue with DBIx::SearchBuilder Message-ID: hi I checked into cpan (perl -MCPAN -e shell) and looked with "r" for recommended updates - well I got the DBIx::SearchBuilder as V1.12 - installed it doing a install DBIx::SearchBuilder and afterwards I get two older subclasses recommended: DBIx::SearchBuilder::Record undef v36.86.69.82.83. J/JE/JESSE/DBIx-SearchBuilder-1.01.tar.gz DBIx::SearchBuilder::Union undef v36.86.101.114.1 J/JE/JESSE/DBIx-SearchBuilder-1.11.tar.gz uhm - which one should one finally use? thank you in advance Harald Kapper, icq# 36178328 kapper.net, inc. managing director, owner, loeblichgasse 6 chief executive officer 1090 vienna, .at tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net --------------mark-------------- "I don't know what I want but I want two of them here by Friday" -- Stan Johnson, VP Ops Rogers Cablesystems From jesse at bestpractical.com Tue Nov 9 05:10:17 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Nov 2004 05:10:17 -0500 Subject: [rt-users] slight issue with DBIx::SearchBuilder In-Reply-To: References: Message-ID: <20041109101017.GI19959@pallas.eruditorum.org> We removed bogus old CVS version strings in more recent versions of SearchBuilder. And CPAN.pm badly misprocesses CVS version strings as crazy vstrings. It's safe to use SB 1.12. On Tue, Nov 09, 2004 at 10:52:17AM +0100, Harald Kapper wrote: > hi > I checked into cpan (perl -MCPAN -e shell) and looked with "r" for recommended > updates - well I got the DBIx::SearchBuilder as V1.12 - installed it doing a > install DBIx::SearchBuilder > and afterwards I get two older subclasses recommended: > DBIx::SearchBuilder::Record undef v36.86.69.82.83. > J/JE/JESSE/DBIx-SearchBuilder-1.01.tar.gz > DBIx::SearchBuilder::Union undef v36.86.101.114.1 > J/JE/JESSE/DBIx-SearchBuilder-1.11.tar.gz > > uhm - which one should one finally use? > > thank you in advance > Harald Kapper, icq# 36178328 kapper.net, inc. > managing director, owner, loeblichgasse 6 > chief executive officer 1090 vienna, .at > tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net > --------------mark-------------- > "I don't know what I want but I want two of them here > by Friday" -- Stan Johnson, VP Ops Rogers Cablesystems > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Tue Nov 9 05:19:05 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Nov 2004 05:19:05 -0500 Subject: [rt-users] slight issue with DBIx::SearchBuilder In-Reply-To: <20041109101017.GI19959@pallas.eruditorum.org> References: <20041109101017.GI19959@pallas.eruditorum.org> Message-ID: <20041109101905.GJ19959@pallas.eruditorum.org> On Tue, Nov 09, 2004 at 05:10:17AM -0500, Jesse Vincent wrote: > We removed bogus old CVS version strings in more recent versions of > SearchBuilder. And CPAN.pm badly misprocesses CVS version strings as > crazy vstrings. It's safe to use SB 1.12. (The issue will go away when I purge the older SearchBuilder revs from CPAN. I'd been holding off on that until I was happy with 1.12's stability, which I pretty much am at this point. > > On Tue, Nov 09, 2004 at 10:52:17AM +0100, Harald Kapper wrote: > > hi > > I checked into cpan (perl -MCPAN -e shell) and looked with "r" for recommended > > updates - well I got the DBIx::SearchBuilder as V1.12 - installed it doing a > > install DBIx::SearchBuilder > > and afterwards I get two older subclasses recommended: > > DBIx::SearchBuilder::Record undef v36.86.69.82.83. > > J/JE/JESSE/DBIx-SearchBuilder-1.01.tar.gz > > DBIx::SearchBuilder::Union undef v36.86.101.114.1 > > J/JE/JESSE/DBIx-SearchBuilder-1.11.tar.gz > > > > uhm - which one should one finally use? > > > > thank you in advance > > Harald Kapper, icq# 36178328 kapper.net, inc. > > managing director, owner, loeblichgasse 6 > > chief executive officer 1090 vienna, .at > > tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net > > --------------mark-------------- > > "I don't know what I want but I want two of them here > > by Friday" -- Stan Johnson, VP Ops Rogers Cablesystems > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From Ruslan.Zakirov at acronis.com Tue Nov 9 08:49:16 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 09 Nov 2004 16:49:16 +0300 Subject: [rt-users] Where is the AdministratorCc field? In-Reply-To: <1fc0b9e404110517463f1a022e@mail.gmail.com> References: <1fc0b9e4041103221616bce872@mail.gmail.com> <418A1C2C.8090604@acronis.com> <1fc0b9e404110517463f1a022e@mail.gmail.com> Message-ID: <4190CADC.6050705@acronis.com> Larry wrote: > Ruslan, > Thanks for the quick reply, but what is Ticket role group? > I only need the "table name" and the "field name", where I can query > for AdministratorCc data. Here is small query that does what you want: SELECT DISTINCT t.id TicketId, u.id UserId, u.EmailAddress, g.Type GroupType FROM Tickets t, Groups g, Principals p, CachedGroupMembers cgm, Users u, Principals pu WHERE (p.id = g.id AND p.PrincipalType = 'Group' AND p.Disabled = 0) AND (g.Instance = t.Id AND g.Domain = 'RT::Ticket-Role') AND (pu.id = u.id AND pu.PrincipalType = 'User' AND pu.Disabled = 0 ) AND (cgm.GroupId = p.id AND cgm.MemberId = pu.id) AND t.id = XXXXXX; Could I say "field name" and "table name"? As you can see you should query from five tables and there is _more then one_ condition in the query that makes it correct. :) Best regards. Ruslan. > > btw, the following pointer contains a dead link: > http://wiki.bestpractical.com/index.cgi?DBSchema Use variant from Steve[*] or build your own graph from .dot file. * http://web.mit.edu/sturner/www/rt/ > > Thanks, > Larry > > > > > > On Thu, 04 Nov 2004 15:10:20 +0300, Ruslan U. Zakirov > wrote: > >>Lawrence Wong wrote: >> >>>Hello All, >>>I'm using RT 3.0.11 and I'm trying to generate a report from mysql and >>>I need to query for the AdministratorCc data with respect to ticket >>>IDs. I cannot find the AdministratorCc field in any of the RT tables. >> >>It's Ticket role group. >>See http://wiki.bestpractical.com/index.cgi?DBSchema >> >> >>>Can anyone tell me how to query for the AdministratorCc field given a ticket ID? >> >>Use RT API as much as possible. >> >> >>>Thanks in advance. >>>Larry >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> From les at futuresource.com Tue Nov 9 09:28:38 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 09 Nov 2004 08:28:38 -0600 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: <20041109043546.GA8813@vega.ipal.net> References: <20041107065957.GA31464@vega.ipal.net> <1099929950.31309.3.camel@moola.futuresource.com> <20041109043546.GA8813@vega.ipal.net> Message-ID: <1100010517.7004.5.camel@les-home.futuresource.com> On Mon, 2004-11-08 at 22:35, Phil Howard wrote: > | I haven't installed on that version, but if I tried, I would use > | fastcgi instead of mod_perl or compile apache/mod_perl from source. > > Those were both paths I looked into over the past couple months and things > did not work and help was not helpful in getting it to work. Try the fastcgi path, starting from scratch to get all the modules installed. I have this working on fedora core2 which shouldn't be too different. I think someone posted here that the perl version on RHEL works even though the version number is lower than recommended. Also, be sure you have installed mysql 4.x or use postgresql instead of using the stock mysql version. --- Les Mikesell les at futuresource.com From seph at directionless.org Tue Nov 9 10:43:01 2004 From: seph at directionless.org (seph) Date: Tue, 09 Nov 2004 10:43:01 -0500 Subject: [rt-users] Re: Configuring limited access for customers In-Reply-To: <20041108130007.GA28377@westend.com> (Christian Hammers's message of "Mon, 8 Nov 2004 14:00:07 +0100") References: <20041108130007.GA28377@westend.com> Message-ID: > I gave one of our queues the following rights below > Configuration -> Queue -> Group Rights -> Unprivileged Users: > CreateTicket > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowTicket > StealTicket > TakeTicket > There are no further rights for unprvi'd users in "Global -> Group Rights". You may have done this intentionally, but generally unprivledged users can't own, steal, or take tickets. seph From gdunn at inscriber.com Tue Nov 9 11:32:45 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Tue, 09 Nov 2004 11:32:45 -0500 Subject: [rt-users] MaxAttachmentLength vs MaxAttachementSize in RT_Config.pm Message-ID: <4190F12D.3050007@inscriber.com> Unless I'm missing a definition somewhere ... (RT3.2.2) --- RT_Config.pm.orig Tue Nov 9 11:30:30 2004 +++ RT_Config.pm Tue Nov 9 11:31:10 2004 @@ -104,12 +104,12 @@ Set($MaxAttachmentSize , 10000000); # $TruncateLongAttachments: if this is set to a non-undef value, -# RT will truncate attachments longer than MaxAttachmentLength. +# RT will truncate attachments longer than MaxAttachmentSize. Set($TruncateLongAttachments , undef); # $DropLongAttachments: if this is set to a non-undef value, -# RT will silently drop attachments longer than MaxAttachmentLength. +# RT will silently drop attachments longer than MaxAttachmentSize. Set($DropLongAttachments , undef); From gdunn at inscriber.com Tue Nov 9 11:46:18 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Tue, 09 Nov 2004 11:46:18 -0500 Subject: [rt-users] SearchBuilder error when adding zipfile attachment (RT 3.2.2) Message-ID: <4190F45A.6020901@inscriber.com> The zip file is ~15 compressed html files, uncompressed ~33MB, compressed ~2.5MB. Is RT trying to uncompress them? Can this be avoided? [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: utf8 (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: utf8 (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: utf8 (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: utf8 (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [warning]: DBD::mysql::st execute failed: Got a packet bigger than 'max_allowed_packet' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 481. (/usr/local/rt3/lib/RT.pm:269) [Tue Nov 9 16:41:09 2004] [warning]: RT::Handle=HASH(0xb77fad8) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 495. (/usr/local/rt3/lib/RT.pm:269) [Tue Nov 9 16:41:09 2004] [debug]: About to think about scrips for transaction5815 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:140) [Tue Nov 9 16:41:09 2004] [debug]: About to prepare scrips for transaction5815 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:144) [Tue Nov 9 16:41:09 2004] [debug]: Found 3 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:349) [Tue Nov 9 16:41:11 2004] [debug]: About to commit scrips for transaction5815 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:153) [Tue Nov 9 16:41:11 2004] [info]: #586/5815 - Scrip 8 (/usr/local/rt3/local/lib/RT/Action/SendEmail.pm:231) [Tue Nov 9 16:41:11 2004] [info]: No recipients found. Not sending. (/usr/local/rt3/local/lib/RT/Action/SendEmail.pm:243) [Tue Nov 9 16:41:11 2004] [info]: #586/5815 - Scrip 9 (/usr/local/rt3/local/lib/RT/Action/SendEmail.pm:231) [Tue Nov 9 16:41:11 2004] [info]: No recipients found. Not sending. (/usr/local/rt3/local/lib/RT/Action/SendEmail.pm:243) Thanks, Graham From gdunn at inscriber.com Tue Nov 9 11:46:52 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Tue, 09 Nov 2004 11:46:52 -0500 Subject: [rt-users] SearchBuilder error when adding zipfile attachment (RT 3.2.2) Message-ID: <4190F47C.9060903@inscriber.com> The zip file is ~15 compressed html files, uncompressed ~33MB, compressed ~2.5MB. Is RT trying to uncompress them? Can this be avoided? [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: utf8 (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: utf8 (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: utf8 (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: utf8 (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:379) [Tue Nov 9 16:41:09 2004] [warning]: DBD::mysql::st execute failed: Got a packet bigger than 'max_allowed_packet' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 481. (/usr/local/rt3/lib/RT.pm:269) [Tue Nov 9 16:41:09 2004] [warning]: RT::Handle=HASH(0xb77fad8) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 495. (/usr/local/rt3/lib/RT.pm:269) [Tue Nov 9 16:41:09 2004] [debug]: About to think about scrips for transaction5815 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:140) [Tue Nov 9 16:41:09 2004] [debug]: About to prepare scrips for transaction5815 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:144) [Tue Nov 9 16:41:09 2004] [debug]: Found 3 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:349) [Tue Nov 9 16:41:11 2004] [debug]: About to commit scrips for transaction5815 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:153) [Tue Nov 9 16:41:11 2004] [info]: #586/5815 - Scrip 8 (/usr/local/rt3/local/lib/RT/Action/SendEmail.pm:231) [Tue Nov 9 16:41:11 2004] [info]: No recipients found. Not sending. (/usr/local/rt3/local/lib/RT/Action/SendEmail.pm:243) [Tue Nov 9 16:41:11 2004] [info]: #586/5815 - Scrip 9 (/usr/local/rt3/local/lib/RT/Action/SendEmail.pm:231) [Tue Nov 9 16:41:11 2004] [info]: No recipients found. Not sending. (/usr/local/rt3/local/lib/RT/Action/SendEmail.pm:243) Thanks, Graham From partem_r at yahoo.com Tue Nov 9 11:52:04 2004 From: partem_r at yahoo.com (Partom Rule) Date: Tue, 9 Nov 2004 08:52:04 -0800 (PST) Subject: [rt-users] request tracker forum Message-ID: <20041109165204.56511.qmail@web50805.mail.yahoo.com> Hello all, I was wondering if there is a forum for posting questions rather than this mail list 10X, Ron __________________________________ Do you Yahoo!? Check out the new Yahoo! Front Page. www.yahoo.com From Ruslan.Zakirov at acronis.com Tue Nov 9 12:44:07 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 09 Nov 2004 20:44:07 +0300 Subject: [rt-users] request tracker forum In-Reply-To: <20041109165204.56511.qmail@web50805.mail.yahoo.com> References: <20041109165204.56511.qmail@web50805.mail.yahoo.com> Message-ID: <419101E7.1060909@acronis.com> Partom Rule wrote: > Hello all, > > I was wondering if there is a forum for posting > questions rather than this mail list > 10X, No. > > Ron From rt-users at jimmo.com Tue Nov 9 16:27:46 2004 From: rt-users at jimmo.com (James Mohr) Date: Tue, 9 Nov 2004 22:27:46 +0100 Subject: [rt-users] RT 3.2.2 System error Message-ID: <200411092227.46826.rt-users@jimmo.com> Hi All! I am running RT 3.2.2 on SuSE 9.0 with perl 5.8.5. RT starts and seems to run correctly, except when I click the "Tools" link (Admin/index.html). I get the following error: System error:? Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/ Generic.pm line 104. context:? ...? 100:?$self->{'TransactionObj'} = $args{'TransactionObj'}; 101:?$self->{'TemplateObj'} = $args{'TemplateObj'}; 102:?$self->{'Type'} = $args{'Type'}; 103:?$self->CurrentUser( $args{'CurrentUser'}); 104:?Scalar::Util::weaken($self->{'ScripObj'}); 105:?Scalar::Util::weaken($self->{'TicketObj'}); 106:?Scalar::Util::weaken($self->{'TemplateObj'}); 107:?Scalar::Util::weaken($self->{'TransactionObj'}); 108:? ...? code stack:? /opt/rt3/lib/RT/Action/Generic.pm:104 /opt/rt3/lib/RT/Action/Generic.pm:79 /opt/rt3/share/html/Tools/Offline.html:107 /opt/rt3/share/html/autohandler:221 I have the perl package Scalar-List-Utils-1.14 installed, which is what cpan downloaded when I requested Scalar::Util. Running 'Scalar::Util' before I downloaded the package said that everything was "found". However, obviously something is missing, but what? Any help is greating appreaciated. Regards, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info From james at jamesmcdonald.id.au Tue Nov 9 16:21:01 2004 From: james at jamesmcdonald.id.au (James McDonald) Date: Wed, 10 Nov 2004 08:21:01 +1100 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: References: <20041107170016.EF8A184C073@pallas.eruditorum.org> Message-ID: <419134BD.6080908@jamesmcdonald.id.au> John Bartelt wrote: >>Is there anyone out there that has been able to get the latest RT installed >>on a RH machine, in particular this version: >> Red Hat Enterprise Linux ES release 3 (Taroon Update 2) >> >>I've been trying for weeks to get the necessary Perl modules to install. >>And there seem to simply be numerous problems. It appears that some of >>the Perl module authors are anti-RH (not that I can blame them) and do >>not test against RH. >> >> > >I've never had a problem installing perl on RH. (I don't use RPMs for >this.) I installed the basic perl in a custom location (/opt/perl) and >then used CPAN to add the modules. >I've installed hundreds of perl modules this way. > >John > > The problem with the RH installation (I'm refering to FC1) is that when you upgrade to a new compiler then try and compile new perl modules the SSL modules in particular. The build will fail because the compiler versions are different. I've tried installing a seperate Perl also but It's not a great work-around from an system administrators veiwpoint because it isn't covered by package management. It becomes just another non-standard part of an install that you have to re-install if your machine carks it. Having said that if a second perl is the only way then go for it. I think alot of people must have gotten around this by doing the RT install on a fresh system that hasn't had an apt-get dist-upgrade done on it and making sure they get all the SSL modules installed to begin with and then upgrading later. Another possibility may be to point the Perl module build process to the compiler that is the same version as the one that compiled your Perl installation by using CC=/path/to/olg/gcc. From devin at wustl.edu Tue Nov 9 16:55:39 2004 From: devin at wustl.edu (Devin Oberlander) Date: Tue, 9 Nov 2004 15:55:39 -0600 Subject: [rt-users] using mysqldump to move between RT versions? Message-ID: Hello, I am planning to use the mysqldump client to move my RT database from a Solaris server running RT 3.0.9 and MySQL 4.0 to a new Linux server running RT 3.2.2 and MySQL 4.1. So, my question - are there any differences in the database schemas between the 2 versions and will the mysqldump utility work for moving exisiting data to the new server? Thanks. Devin -------------- next part -------------- An HTML attachment was scrubbed... URL: From partem_r at yahoo.com Tue Nov 9 18:01:59 2004 From: partem_r at yahoo.com (Partom Rule) Date: Tue, 9 Nov 2004 15:01:59 -0800 (PST) Subject: [rt-users] Re: MASON ? In-Reply-To: <20041109215046.GA55851@snowcrash.tpb.net> Message-ID: <20041109230159.39002.qmail@web50809.mail.yahoo.com> What do you think? That i did not read nothing befor i send the first email for to the group ?!???? #$%# ;-) Well i have installed it but i stil get gibrish. It wont translate. I got no errors while installing. I am stumped. ? --- Niels Bakker wrote: > * partem_r at yahoo.com (Partom Rule) [Tue 09 Nov 2004, > 17:49 CET]: > > What is mason? > > I run apache on frebsd. > > Have you read anything about how RT works? Such as > the installation > instructions? Mason is the macro/scripting language > much of RT is > written in. It's a method of embedding Perl code in > HTML documents. > It won't get interpreted outside its specific > environment within a > webserver. > > > > --- Niels Bakker wrote: > > > * partem_r at yahoo.com (Partom Rule) [Mon 08 Nov > 2004, > > > 23:28 CET]: > > > > I get these sines : %# %# %# <&|/l&> > > > > and lots more like that when i run index.html > from > > > > > > > the HTML folder. > > > > How do i disable it? > > > > > > Don't "run" those files from the "folder" but > view > > > them via a Web server > > > that understands Mason. > > > > > > > > > -- Niels. > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From Ruslan.Zakirov at acronis.com Tue Nov 9 18:34:55 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 10 Nov 2004 02:34:55 +0300 Subject: [rt-users] Re: MASON ? In-Reply-To: <20041109230159.39002.qmail@web50809.mail.yahoo.com> References: <20041109230159.39002.qmail@web50809.mail.yahoo.com> Message-ID: <4191541F.7070201@acronis.com> Partom Rule wrote: > What do you think? That i did not read nothing befor i > send the first email for to the group ?!???? #$%# > > ;-) > > Well i have installed it but i stil get gibrish. It > wont translate. I got no errors while installing. I am > stumped. > ? You didn't give us any info that is required to help you thus you should be polite and answer the questions which you shouldn't answer if you ask questions smart. * >>>I run apache on frebsd. Apache server has VESRSION as FreeBSD has too. * From README: 3.1 Check for missing dependencies: make testdeps What does it output? * What do you get if you run next? > perl -MHTML::Mason -e 'print $HTML::Mason::VERSION ."\n"' * What do you want to use mod_perl or FastCGI? * Share apache conf please. * read http://www.catb.org/~esr/faqs/smart-questions.html Best regards, Ruslan. > > --- Niels Bakker wrote: > >>* partem_r at yahoo.com (Partom Rule) [Tue 09 Nov 2004, >>17:49 CET]: >> >>>What is mason? >> >>Have you read anything about how RT works? Such as >>the installation >>instructions? Mason is the macro/scripting language >>much of RT is >>written in. It's a method of embedding Perl code in >>HTML documents. >>It won't get interpreted outside its specific >>environment within a >>webserver. >> >> >> >>>--- Niels Bakker wrote: >>> >>>>* partem_r at yahoo.com (Partom Rule) [Mon 08 Nov >> >>2004, >> >>>>23:28 CET]: >>>> >>>>>I get these sines : %# %# %# <&|/l&> >>>>>and lots more like that when i run index.html >> >>from >> >>>>>the HTML folder. >>>>>How do i disable it? >>>> >>>>Don't "run" those files from the "folder" but >> >>view >> >>>>them via a Web server >>>>that understands Mason. >>>> >>>> >>>> -- Niels. >> > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Nov 9 18:41:57 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 10 Nov 2004 02:41:57 +0300 Subject: [rt-users] using mysqldump to move between RT versions? In-Reply-To: References: Message-ID: <419155C5.9010204@acronis.com> Devin Oberlander wrote: > Hello, > > I am planning to use the mysqldump client to move my RT database from a > Solaris server running RT 3.0.9 and MySQL 4.0 to a new Linux server > running RT 3.2.2 and MySQL 4.1. So, my question ? are there any > differences in the database schemas between the 2 versions and will the > mysqldump utility work for moving exisiting data to the new server? If you use `mysqldump --opt ...` then dump contains 'DROP TABLE ...' quireies. So you'll end up with old RT-3.0.x DB on 3.2.x server. Yes, 3.2 has new table(s) and several small changes in old scheme. Please, read README file how to upgrade database. You shouldn't [re]install 3.0/3.2 on new server, you can just upgrade database after restore of dump. Caveat: you can't merge two RT instances: new and old. > > > > Thanks. > > > > Devin From Ruslan.Zakirov at acronis.com Tue Nov 9 18:54:05 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 10 Nov 2004 02:54:05 +0300 Subject: [rt-users] RT Blues.... In-Reply-To: <001901c4c3a0$de913b20$0a01a8c0@ops.cenergynetworks.com> References: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> <418C0678.9050002@acronis.com> <20041106012757.GA32018@pallas.eruditorum.org> <001901c4c3a0$de913b20$0a01a8c0@ops.cenergynetworks.com> Message-ID: <4191589D.9060704@acronis.com> Chris, can you tell what system do you run on machine where RT is broken? And also what version of perl is it? Had you compiled it or took from distro? Chris Knipe wrote: > > ----- Original Message ----- From: "Jesse Vincent" > > To: "Ruslan U. Zakirov" > Cc: "Chris Knipe" ; > Sent: Saturday, November 06, 2004 3:27 AM > Subject: Re: [rt-users] RT Blues.... > > >> >> >> >> On Sat, Nov 06, 2004 at 02:02:16AM +0300, Ruslan U. Zakirov wrote: >> >>> add to the beginning of the lib/RT/Action/Generic.pm somewhere after >>> package xxxx; line: >>> require Scalar::Util; >>> >> Hm. I see this already in my RT 3.2 repository. >> And it's been there for a very, very long time. > > > And it is in mine as well. I'm betting this is more a Perl issue than a > RT one... I'm busy reinstalling on a different machine and I'm pretty > sure it will work there. At least I'm not loosing any data from the > Databases ;) > > -- > Chris > > > > ********************************************************************* > ** This email has been scanned by Cenergy Networks for viruses and ** > ** spam. As part of our ongoing drive to ensure reliable and ** > ** secure communications, Cenergy Networks guarantees this message ** > ** to be clean of any viruses or spam. Should you not be satisfied** > ** with the content of this email, please let us know by emailing ** > ** us at feedback at cenergynetworks.com ** > ********************************************************************* > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Nov 9 19:03:43 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 10 Nov 2004 03:03:43 +0300 Subject: [rt-users] RT 3.2.2 System error In-Reply-To: <200411092227.46826.rt-users@jimmo.com> References: <200411092227.46826.rt-users@jimmo.com> Message-ID: <41915ADF.4040602@acronis.com> Please, try next code: > perl -MScalar::Util=weaken -w -e 'use strict; my $a = {}; weaken($a);' What does it output? James Mohr wrote: > Hi All! > > I am running RT 3.2.2 on SuSE 9.0 with perl 5.8.5. RT starts and seems to run > correctly, except when I click the "Tools" link (Admin/index.html). I get the > following error: > > System error: > Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/ > Generic.pm line 104. > context: > ... > 100: $self->{'TransactionObj'} = $args{'TransactionObj'}; > 101: $self->{'TemplateObj'} = $args{'TemplateObj'}; > 102: $self->{'Type'} = $args{'Type'}; > 103: $self->CurrentUser( $args{'CurrentUser'}); > 104: Scalar::Util::weaken($self->{'ScripObj'}); > 105: Scalar::Util::weaken($self->{'TicketObj'}); > 106: Scalar::Util::weaken($self->{'TemplateObj'}); > 107: Scalar::Util::weaken($self->{'TransactionObj'}); > 108: > ... > code stack: > /opt/rt3/lib/RT/Action/Generic.pm:104 > /opt/rt3/lib/RT/Action/Generic.pm:79 > /opt/rt3/share/html/Tools/Offline.html:107 > /opt/rt3/share/html/autohandler:221 > > I have the perl package Scalar-List-Utils-1.14 installed, which is what cpan > downloaded when I requested Scalar::Util. > > Running 'Scalar::Util' before I downloaded the package said that everything > was "found". However, obviously something is missing, but what? > > Any help is greating appreaciated. > > Regards, > > Jim Mohr From jesse at bestpractical.com Tue Nov 9 21:23:39 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Nov 2004 21:23:39 -0500 Subject: [rt-users] MaxAttachmentLength vs MaxAttachementSize in RT_Config.pm In-Reply-To: <4190F12D.3050007@inscriber.com> References: <4190F12D.3050007@inscriber.com> Message-ID: <20041110022339.GM19959@pallas.eruditorum.org> Thanks. Applied . On Tue, Nov 09, 2004 at 11:32:45AM -0500, Graham Dunn wrote: > Unless I'm missing a definition somewhere ... (RT3.2.2) > > --- RT_Config.pm.orig Tue Nov 9 11:30:30 2004 > +++ RT_Config.pm Tue Nov 9 11:31:10 2004 > @@ -104,12 +104,12 @@ > Set($MaxAttachmentSize , 10000000); > > # $TruncateLongAttachments: if this is set to a non-undef value, > -# RT will truncate attachments longer than MaxAttachmentLength. > +# RT will truncate attachments longer than MaxAttachmentSize. > > Set($TruncateLongAttachments , undef); > > # $DropLongAttachments: if this is set to a non-undef value, > -# RT will silently drop attachments longer than MaxAttachmentLength. > +# RT will silently drop attachments longer than MaxAttachmentSize. > > Set($DropLongAttachments , undef); > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Tue Nov 9 21:26:39 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Nov 2004 21:26:39 -0500 Subject: [rt-users] SearchBuilder error when adding zipfile attachment (RT 3.2.2) In-Reply-To: <4190F47C.9060903@inscriber.com> References: <4190F47C.9060903@inscriber.com> Message-ID: <20041110022639.GN19959@pallas.eruditorum.org> On Tue, Nov 09, 2004 at 11:46:52AM -0500, Graham Dunn wrote: > The zip file is ~15 compressed html files, uncompressed ~33MB, > compressed ~2.5MB. > > Is RT trying to uncompress them? Can this be avoided? Nope. max_allowed_packet is the key from that error. i http://wiki.bestpractical.com/index.cgi?FAQ Look for 'Attachments' From ch at westend.com Wed Nov 10 03:47:29 2004 From: ch at westend.com (Christian Hammers) Date: Wed, 10 Nov 2004 09:47:29 +0100 Subject: [rt-users] Re: Configuring limited access for customers/business-partners In-Reply-To: References: <20041108130007.GA28377@westend.com> Message-ID: <20041110084729.GA29710@westend.com> Hello On Tue, Nov 09, 2004 at 10:43:01AM -0500, seph wrote: > > I gave one of our queues the following rights below > > Configuration -> Queue -> Group Rights -> Unprivileged Users: > > CreateTicket > > ModifyTicket > > OwnTicket > > ReplyToTicket > > SeeQueue > > ShowTicket > > StealTicket > > TakeTicket > > There are no further rights for unprvi'd users in "Global -> Group Rights". > > You may have done this intentionally, but generally unprivledged users > can't own, steal, or take tickets. In this case the queue was for a business-partner of ours and I expected tickets to be ping-pongt between him and uns until they are resolved. We could of course only use the status but the customer can't modify it and I wont him (trustable) to say just "we got news, gimme that ticket I can work on it" i.e. Steal and then Own it. Or is there a better approach? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From Ruslan.Zakirov at acronis.com Wed Nov 10 04:12:12 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 10 Nov 2004 12:12:12 +0300 Subject: [rt-users] RT 3.2.2 System error In-Reply-To: <200411100821.37153.rt-users@jimmo.com> References: <200411092227.46826.rt-users@jimmo.com> <41915ADF.4040602@acronis.com> <200411100821.37153.rt-users@jimmo.com> Message-ID: <4191DB6C.1010902@acronis.com> James Mohr wrote: > Hallo Ruslan! > > It outputs nothing. The return code is 0. Output is OK. IMHO it is your perl problem on SuSE 9.0, I really don't know why it happens. Is it distro package or built from sources? Could you rebuild your perl from sources? I recommend try rebuild distro package first. if it doesn't help, try build vanilla perl. Don't skip 'make test' step. > > Regards, > > Jim Mohr > > On Wednesday 10 November 2004 01:03, Ruslan U. Zakirov wrote: > >>Please, try next code: >> > perl -MScalar::Util=weaken -w -e 'use strict; my $a = {}; weaken($a);' >> >>What does it output? >> >>James Mohr wrote: >> >>>Hi All! >>> >>>I am running RT 3.2.2 on SuSE 9.0 with perl 5.8.5. RT starts and seems to >>>run correctly, except when I click the "Tools" link (Admin/index.html). I >>>get the following error: >>> >>>System error: >>>Undefined subroutine &Scalar::Util::weaken called at >>>/opt/rt3/lib/RT/Action/ Generic.pm line 104. >>>context: >>> ... >>>100: $self->{'TransactionObj'} = $args{'TransactionObj'}; >>>101: $self->{'TemplateObj'} = $args{'TemplateObj'}; >>>102: $self->{'Type'} = $args{'Type'}; >>>103: $self->CurrentUser( $args{'CurrentUser'}); >>>104: Scalar::Util::weaken($self->{'ScripObj'}); >>>105: Scalar::Util::weaken($self->{'TicketObj'}); >>>106: Scalar::Util::weaken($self->{'TemplateObj'}); >>>107: Scalar::Util::weaken($self->{'TransactionObj'}); >>>108: >>>... >>>code stack: >>> /opt/rt3/lib/RT/Action/Generic.pm:104 >>> /opt/rt3/lib/RT/Action/Generic.pm:79 >>> /opt/rt3/share/html/Tools/Offline.html:107 >>> /opt/rt3/share/html/autohandler:221 >>> >>>I have the perl package Scalar-List-Utils-1.14 installed, which is what >>>cpan downloaded when I requested Scalar::Util. >>> >>>Running 'Scalar::Util' before I downloaded the package said that >>>everything was "found". However, obviously something is missing, but >>>what? >>> >>>Any help is greating appreaciated. >>> >>>Regards, >>> >>>Jim Mohr > > From gdunn at inscriber.com Wed Nov 10 10:34:17 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Wed, 10 Nov 2004 10:34:17 -0500 Subject: [rt-users] SearchBuilder error when adding zipfile attachment (RT 3.2.2) In-Reply-To: <20041110022639.GN19959@pallas.eruditorum.org> References: <4190F47C.9060903@inscriber.com> <20041110022639.GN19959@pallas.eruditorum.org> Message-ID: <419234F9.3070807@inscriber.com> Jesse Vincent wrote: > >On Tue, Nov 09, 2004 at 11:46:52AM -0500, Graham Dunn wrote: > > >>The zip file is ~15 compressed html files, uncompressed ~33MB, >>compressed ~2.5MB. >> >>Is RT trying to uncompress them? Can this be avoided? >> >> > >Nope. > >max_allowed_packet is the key from that error. >i >http://wiki.bestpractical.com/index.cgi?FAQ > >Look for 'Attachments' > > Ah-ha. Should know better than to rely only on google... So was that a Nope, it's not trying to uncompress them, or nope, it can't be avoided, or both? Graham From say_ten at multiplay.co.uk Wed Nov 10 10:40:29 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Wed, 10 Nov 2004 15:40:29 +0000 Subject: [rt-users] SearchBuilder error when adding zipfile attachment (RT 3.2.2) In-Reply-To: <419234F9.3070807@inscriber.com> References: <4190F47C.9060903@inscriber.com> <20041110022639.GN19959@pallas.eruditorum.org> <419234F9.3070807@inscriber.com> Message-ID: <4192366D.9020502@multiplay.co.uk> I thought that was a MySQL error myself. It's trying to send a 2.5Mb+ packet to MySQL and MySQL is rejecting it. This article should point you in the right direction perhaps? http://www.mysql.com/news-and-events/newsletter/2003-08/a0000000216.html Graham Dunn wrote: > Jesse Vincent wrote: > >> >> On Tue, Nov 09, 2004 at 11:46:52AM -0500, Graham Dunn wrote: >> >> >>> The zip file is ~15 compressed html files, uncompressed ~33MB, >>> compressed ~2.5MB. >>> >>> Is RT trying to uncompress them? Can this be avoided? >>> >> >> >> Nope. >> >> max_allowed_packet is the key from that error. >> i >> http://wiki.bestpractical.com/index.cgi?FAQ >> >> Look for 'Attachments' >> >> > Ah-ha. Should know better than to rely only on google... > > So was that a Nope, it's not trying to uncompress them, or nope, it > can't be avoided, or both? > > Graham > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- 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 rolfb at aspsys.com Wed Nov 10 10:59:09 2004 From: rolfb at aspsys.com (Rolf Brusletto) Date: Wed, 10 Nov 2004 08:59:09 -0700 Subject: [rt-users] Moving from rt2 to rt3, and switching databases.. Message-ID: <41923ACD.3070900@aspsys.com> Hey all - We have an installation of RT2 using postgres. We WANT to upgrade to RT3.2.2 and move to MySQL. Is this convieniently possible, and has anybody done it before? Any caveats to watch out for? Regards, Rolf Brusletto From paul_grondahl at yahoo.com Wed Nov 10 12:05:17 2004 From: paul_grondahl at yahoo.com (Paul Grondahl) Date: Wed, 10 Nov 2004 09:05:17 -0800 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: <20041109043752.GB8813@vega.ipal.net> Message-ID: <00d501c4c747$73e7c0f0$1f01a8c0@hq.radiofreevirgin.com> i just installed rt on RHEL3, it was relatively painless. i installed perl from source and the perl modules via the rt-test-dependencies script. the only caveat is Apache::Test which you either have to build as a non-root user or you must have world writeable permission to the cpan directory (including the parent dir) as for apache, i used the latest 1.3.x and mod_perl - also from source. paul -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil Howard Sent: Monday, November 08, 2004 8:38 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] anyone able to get RT installed on a RH machine? On Mon, Nov 08, 2004 at 02:07:30PM -0800, John Bartelt wrote: | > Is there anyone out there that has been able to get the latest RT | > installed on a RH machine, in particular this version: | > Red Hat Enterprise Linux ES release 3 (Taroon Update 2) | > | > I've been trying for weeks to get the necessary Perl modules to | > install. And there seem to simply be numerous problems. It appears | > that some of the Perl module authors are anti-RH (not that I can | > blame them) and do not test against RH. | | I've never had a problem installing perl on RH. (I don't use RPMs for | this.) I installed the basic perl in a custom location (/opt/perl) and | then used CPAN to add the modules. I've installed hundreds of perl | modules this way. So you didn't install Perl from the RH distribution, and instead, installed it just from source? My concern is a certain few modules that won't install. Are you saying they could be incompatible with my Perl 5.8.5? -- ------------------------------------------------------------------------ ----- | Phil Howard KA9WGN | http://linuxhomepage.com/ http://ham.org/ | | (first name) at ipal.net | http://phil.ipal.org/ http://ka9wgn.ham.org/ | ------------------------------------------------------------------------ ----- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From sturner at MIT.EDU Wed Nov 10 12:30:51 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 10 Nov 2004 12:30:51 -0500 Subject: [rt-users] Localization Help Needed Message-ID: <5.2.1.1.2.20041110122400.01e304d0@po14.mit.edu> I'm puzzling over why some of my localizations aren't working. My local en.po has code to replace the word "Organization" with "Department". My tests using a perl script show that these two statements give different results: $CurrentUser->loc( "Organization" ); # returns "Department" $CurrentUser->loc( "[_1]", "Organization" ); # returns "Organization" As far as I can tell, these statements should both return "Department". Can anyone give me a hint why the second one doesn't do what I expect? Thanks, Steve From bartelt at slac.stanford.edu Wed Nov 10 13:58:44 2004 From: bartelt at slac.stanford.edu (John Bartelt) Date: Wed, 10 Nov 2004 10:58:44 -0800 (PST) Subject: [rt-users] Re: anyone able to get RT installed on a RH machine? In-Reply-To: <20041110000231.4373B84C07D@pallas.eruditorum.org> References: <20041110000231.4373B84C07D@pallas.eruditorum.org> Message-ID: From: Phil Howard > | I've never had a problem installing perl on RH. (I don't use RPMs for > | this.) I installed the basic perl in a custom location (/opt/perl) and > | then used CPAN to add the modules. > | I've installed hundreds of perl modules this way. > > So you didn't install Perl from the RH distribution, and instead, > installed > it just from source? My concern is a certain few modules that won't > install. > Are you saying they could be incompatible with my Perl 5.8.5? No, I'm not saying anything about incompatibility. Someone asked about perl for RT on RH, so I explained how I do it. Yes, I install from source (the RPM perl installation is still there, too). [I maintain perl for solaris and linux (and used to do AIX) on central fileservers for an installation of ~4000 unix machines. There are many requests for specialized perl modules. So I am used to maintaining perl and its modules via CPAN; it's much easier to do it in one central location.] For RT, I installed from source to local disk, and used CPAN for the extra modules (local disk to avoid dependency on the fileservers). I've had no problems installing them. If there are additional modules needed to satisfy the dependencies of the module you are trying to install, CPAN can grab those and install them, too. From: James McDonald >The problem with the RH installation (I'm refering to FC1) is that when >you upgrade to a new compiler then try and compile new perl modules the >SSL modules in particular. The build will fail because the compiler >versions are different. > > Another possibility may be to point the >Perl module build process to the compiler that is the same version as >the one that compiled your Perl installation by using CC=/path/to/olg/gcc. OK, when I say RH I mean RedHat, not Fedora, but that doesn't matter. (I've used RH9 and RHEL 3.) You're right: using different compiler versions will probably prevent some modules from compiling. Using the old gcc version, as you suggest, should work, if that is the issue. John Bartelt From Joseph_Micciche at Progressive.com Wed Nov 10 16:41:27 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 10 Nov 2004 16:41:27 -0500 Subject: Subject: Re: [rt-users] request tracker forum Message-ID: Partom Rule wrote: > Hello all, > > I was wondering if there is a forum for posting > questions rather than this mail list > 10X, No. I too would like to use forums, I emailed Jesse directly and never got a response (volunteered to set them up / admin as well). Anyone else want to see forums? Joe Micciche Progressive Insurance Voice Platform Engineering (v)440.395.1886 From les at futuresource.com Wed Nov 10 16:52:18 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 10 Nov 2004 15:52:18 -0600 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: <00d501c4c747$73e7c0f0$1f01a8c0@hq.radiofreevirgin.com> References: <00d501c4c747$73e7c0f0$1f01a8c0@hq.radiofreevirgin.com> Message-ID: <1100123538.18767.7.camel@moola.futuresource.com> On Wed, 2004-11-10 at 11:05, Paul Grondahl wrote: > i just installed rt on RHEL3, it was relatively painless. i installed > perl from source and the perl modules via the rt-test-dependencies > script. the only caveat is Apache::Test which you either have to build > as a non-root user or you must have world writeable permission to the > cpan directory (including the parent dir) > > as for apache, i used the latest 1.3.x and mod_perl - also from source. Note that for a fastcgi install you wouldn't need to rebuild apache or worry about any of the Apache:: perl modules. Those are only needed if you use mod_perl. --- Les Mikesell les at futuresource.com From gdunn at inscriber.com Wed Nov 10 16:56:07 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Wed, 10 Nov 2004 16:56:07 -0500 Subject: Subject: Re: [rt-users] request tracker forum In-Reply-To: References: Message-ID: <41928E77.50603@inscriber.com> Joseph_Micciche at Progressive.com wrote: > > > > Partom Rule wrote: > >>Hello all, >> >>I was wondering if there is a forum for posting >>questions rather than this mail list >>10X, > > > No. > > I too would like to use forums, I emailed Jesse directly and never got a > response (volunteered to set them up / admin as well). Anyone else want to > see forums? I'd like to vote *against* forums. If you need a web interface, http://www.gossamer-threads.com/lists/rt/users/ this list is already being archived there. Graham From rainer at ultra-secure.de Wed Nov 10 18:09:17 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 11 Nov 2004 00:09:17 +0100 Subject: Subject: Re: [rt-users] request tracker forum In-Reply-To: <41928E77.50603@inscriber.com> References: <41928E77.50603@inscriber.com> Message-ID: <41929F9D.4090508@ultra-secure.de> Graham Dunn wrote: >Joseph_Micciche at Progressive.com wrote: >> >> >> >> Partom Rule wrote: >> >>>Hello all, >>> >>>I was wondering if there is a forum for posting >>>questions rather than this mail list >>>10X, >> >> >> No. >> >> I too would like to use forums, I emailed Jesse directly and never got a >> response (volunteered to set them up / admin as well). Anyone else want to >> see forums? > >I'd like to vote *against* forums. > > I'd like to second that. General discussion: mailing-list If somebody has a really good contribution, it should go in the wiki. What would a forum do that the current mailinglist cannot do ? Even worse, I'm subscribed to this list, and the postings get sorted into a maildir on my server. When I want to search for something or want to re-read a thread easily, I can do that with an IMAP mailclient very swiftly - I cannot do that with a web-based forum. All a forum adds is icons, smileys and pictures for the avatars ;-) Rainer -- =================================================== ~ Rainer Duffner - rainer at ultra-secure.de ~ ~ Freising - Munich - Germany ~ ~ Unix - Linux - BSD - OpenSource - Security ~ ~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~ =================================================== From duncan at fmrib.ox.ac.uk Wed Nov 10 12:38:53 2004 From: duncan at fmrib.ox.ac.uk (Duncan Mortimer) Date: Wed, 10 Nov 2004 17:38:53 +0000 Subject: [rt-users] anyone able to get RT installed on a RH machine? In-Reply-To: <00d501c4c747$73e7c0f0$1f01a8c0@hq.radiofreevirgin.com> References: <00d501c4c747$73e7c0f0$1f01a8c0@hq.radiofreevirgin.com> Message-ID: <4192522D.9080002@fmrib.ox.ac.uk> Paul Grondahl wrote: > i just installed rt on RHEL3, it was relatively painless. i installed > perl from source and the perl modules via the rt-test-dependencies > script. the only caveat is Apache::Test which you either have to build > as a non-root user or you must have world writeable permission to the > cpan directory (including the parent dir) > > as for apache, i used the latest 1.3.x and mod_perl - also from source. > > paul > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil > Howard > Sent: Monday, November 08, 2004 8:38 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] anyone able to get RT installed on a RH machine? > > > On Mon, Nov 08, 2004 at 02:07:30PM -0800, John Bartelt wrote: > > | > Is there anyone out there that has been able to get the latest RT > | > installed on a RH machine, in particular this version: > | > Red Hat Enterprise Linux ES release 3 (Taroon Update 2) > | > > | > I've been trying for weeks to get the necessary Perl modules to > | > install. And there seem to simply be numerous problems. It appears > | > that some of the Perl module authors are anti-RH (not that I can > | > blame them) and do not test against RH. > | I found that most of the test problems were due to not having installed the httpd-devel rpm! Everything passes the tests then. Duncan -- Duncan A B Mortimer DPhil MChem Computing Officer, FMRIB Centre, University of Oxford, John Radcliffe Hospital, Headington, Oxford OX3 9DU, UK. Tel: (0)1865 222713 Mobile: (0)7748 105057 WWW: http://www.fmrib.ox.ac.uk/~duncan email: duncan at fmrib.ox.ac.uk From rt at chaka.net Wed Nov 10 18:33:49 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 10 Nov 2004 18:33:49 -0500 Subject: Subject: Re: [rt-users] request tracker forum In-Reply-To: References: Message-ID: <20041110233349.GH8403@chaka.net> The who's who of RT participates in this list and they probably like it that way. If you can't get people like Jessee and Ruslan to particpate in a forum then what would be the point? On Wed, Nov 10, 2004 at 04:41:27PM -0500, Joseph_Micciche at Progressive.com wrote: > > > > > Partom Rule wrote: > > Hello all, > > > > I was wondering if there is a forum for posting > > questions rather than this mail list > > 10X, > > No. > > I too would like to use forums, I emailed Jesse directly and never got a > response (volunteered to set them up / admin as well). Anyone else want to > see forums? > > Joe Micciche > Progressive Insurance > Voice Platform Engineering > (v)440.395.1886 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Wed Nov 10 23:00:43 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 Nov 2004 12:00:43 +0800 Subject: [rt-users] Localization Help Needed In-Reply-To: <5.2.1.1.2.20041110122400.01e304d0@po14.mit.edu> References: <5.2.1.1.2.20041110122400.01e304d0@po14.mit.edu> Message-ID: <422F799C-3396-11D9-8054-000A95AE249E@bestpractical.com> On Nov 11, 2004, at 1:30 AM, Stephen Turner wrote: > > I'm puzzling over why some of my localizations aren't working. My > local en.po has code to replace the word "Organization" with > "Department". My tests using a perl script show that these two > statements give different results: > > $CurrentUser->loc( "Organization" ); # returns "Department" > $CurrentUser->loc( "[_1]", "Organization" ); # returns > "Organization" > [_#] are for variable interpolations. > $CurrentUser->loc( "[_1]", $CurrentUser->loc( "Organization") ); # > returns "Organization" would do what you mean > As far as I can tell, these statements should both return > "Department". Can anyone give me a hint why the second one doesn't do > what I expect? > > Thanks, > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at acronis.com Thu Nov 11 05:37:29 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 11 Nov 2004 13:37:29 +0300 Subject: [rt-users] Moving from rt2 to rt3, and switching databases.. In-Reply-To: <41923ACD.3070900@aspsys.com> References: <41923ACD.3070900@aspsys.com> Message-ID: <419340E9.4080401@acronis.com> Rolf Brusletto wrote: > Hey all - > > We have an installation of RT2 using postgres. We WANT to upgrade to > RT3.2.2 and move to MySQL. Is this convieniently possible, and has > anybody done it before? Any caveats to watch out for? 1) You can do that with rt2-to-rt3 tool, download it from www.bestpractical.com 2) To move to mysql you should install RT3.2 on MySQL from the beginning. > > Regards, > > Rolf Brusletto > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From ch at westend.com Thu Nov 11 10:18:04 2004 From: ch at westend.com (Christian Hammers) Date: Thu, 11 Nov 2004 16:18:04 +0100 Subject: [rt-users] Comment to Owner fails when creating the ticket Message-ID: <20041111151804.GA24298@westend.com> Hello We have a "tech" queue were the accountants are not subscribed to. Occassionally though, somebody assigns a ticket to them and, of course wants them to see the comments to their tickets. Theoretically this can be done by adding at: Comment action: Notify Owner as Comment template: Global Template: Transaction stage: Transaction Create But praktically when using the upper-border "Create ticket in [queue]" formular, it seems RT does first send the mail to the subscribers and then assigns the ticket an Owner. At least the non-"tech"-queue owner did not receive any comment mail. Ideas? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From Alan.Gibbs at itcdeltacom.com Thu Nov 11 10:47:53 2004 From: Alan.Gibbs at itcdeltacom.com (Gibbs, Alan) Date: Thu, 11 Nov 2004 10:47:53 -0500 Subject: [rt-users] Help calculating time to resolve Message-ID: RT 3.2.2 MySQL 4.1.7-0 My company needs to report on time to resolve tickets, but we want to exclude any amount of time the ticket may have spent in Hold status. To make queries easier, my thought is to use a custom scrip action to calculate the time to resolve when the ticket is resolved and store the value in either the Time Worked field or a custom field. To calculate the time to resolve excluding any Hold time, it seems to me that I would need to step thru the ticket transactions in order, adding up the time spent in New and Open status. I'm not a dev, but I was hoping that someone had done something similar or could direct me to sample code where I might get a clue how to start. I reviewed the WriteCustomAction page on the wiki and it gives me hope that this can be done, I guess I just can't see how to access the ticket transactions and loop thru them. Any guidance much appreciated. From partem_r at yahoo.com Thu Nov 11 11:54:39 2004 From: partem_r at yahoo.com (Partom Rule) Date: Thu, 11 Nov 2004 08:54:39 -0800 (PST) Subject: Subject: Re: [rt-users] request tracker forum In-Reply-To: <41929F9D.4090508@ultra-secure.de> Message-ID: <20041111165439.78092.qmail@web50808.mail.yahoo.com> A forum have a search eingin. You can run a search. We cannot make a rool on yahoo or hotmail. This method called spam. With all do respact for the "who and who of RT" I still got problems and no one helps me. In a forum people can see and answer. My email with the problem is long gone and deleted. I can add smileys over here too: :-( --- Rainer Duffner wrote: > Graham Dunn wrote: > > >Joseph_Micciche at Progressive.com wrote: > >> > >> > >> > >> Partom Rule wrote: > >> > >>>Hello all, > >>> > >>>I was wondering if there is a forum for posting > >>>questions rather than this mail list > >>>10X, > >> > >> > >> No. > >> > >> I too would like to use forums, I emailed Jesse > directly and never got a > >> response (volunteered to set them up / admin as > well). Anyone else want to > >> see forums? > > > >I'd like to vote *against* forums. > > > > > > I'd like to second that. > General discussion: mailing-list > If somebody has a really good contribution, it > should go in the wiki. > > > What would a forum do that the current mailinglist > cannot do ? > Even worse, I'm subscribed to this list, and the > postings get sorted > into a maildir on my server. > When I want to search for something or want to > re-read a thread easily, > I can do that with an IMAP mailclient very swiftly - > I cannot do that > with a web-based forum. > > All a forum adds is icons, smileys and pictures for > the avatars ;-) > > > > > Rainer > > -- > =================================================== > ~ Rainer Duffner - rainer at ultra-secure.de ~ > ~ Freising - Munich - Germany ~ > ~ Unix - Linux - BSD - OpenSource - Security ~ > ~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~ > =================================================== > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at > http://wiki.bestpractical.com > __________________________________ Do you Yahoo!? Check out the new Yahoo! Front Page. www.yahoo.com From rolfb at aspsys.com Thu Nov 11 11:55:53 2004 From: rolfb at aspsys.com (Rolf Brusletto) Date: Thu, 11 Nov 2004 09:55:53 -0700 Subject: [rt-users] Moving from rt2 to rt3, and switching databases.. In-Reply-To: <419340E9.4080401@acronis.com> References: <41923ACD.3070900@aspsys.com> <419340E9.4080401@acronis.com> Message-ID: <41939999.60107@aspsys.com> Thanks Ruslan, I actually had just found it in the RT3 README. At any rate, had a good conversion from postgres to mysql, about 5500 tickets, all imported perfectly. This is also using a test bed of FC3 w/ Apache2, mod_perl2 and Perl 5.8.5, and MySql 4.1. This wasn't a production move, but did use full production data. Does anybody have an Apache2/mod_perl2 setup with any good results, or is it still suggested to use apache 1.3.x? Redgards, Rolf Ruslan U. Zakirov wrote: > Rolf Brusletto wrote: > >> Hey all - >> >> We have an installation of RT2 using postgres. We WANT to upgrade >> to RT3.2.2 and move to MySQL. Is this convieniently possible, and has >> anybody done it before? Any caveats to watch out for? > > 1) You can do that with rt2-to-rt3 tool, download it from > www.bestpractical.com > 2) To move to mysql you should install RT3.2 on MySQL from the beginning. > >> >> Regards, >> >> Rolf Brusletto >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com From seph at directionless.org Thu Nov 11 12:06:37 2004 From: seph at directionless.org (seph) Date: Thu, 11 Nov 2004 12:06:37 -0500 Subject: [rt-users] mysqldump notes for rt In-Reply-To: <419155C5.9010204@acronis.com> (Ruslan U. Zakirov's message of "Wed, 10 Nov 2004 02:41:57 +0300") References: <419155C5.9010204@acronis.com> Message-ID: > If you use `mysqldump --opt ... If you're still on the mysql 4.0 branch, you don't want to be using --opt with mysql dump. It includes --lock-tables, which is incompatible with InnoDB. the 4.1 branch should be fine. see http://bugs.mysql.com/bug.php?id=5538 for more. seph From Ruslan.Zakirov at acronis.com Thu Nov 11 12:30:43 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 11 Nov 2004 20:30:43 +0300 Subject: [rt-users] Moving from rt2 to rt3, and switching databases.. In-Reply-To: <41939999.60107@aspsys.com> References: <41923ACD.3070900@aspsys.com> <419340E9.4080401@acronis.com> <41939999.60107@aspsys.com> Message-ID: <4193A1C3.5040806@acronis.com> Rolf Brusletto wrote: > Thanks Ruslan, I actually had just found it in the RT3 README. At any > rate, had a good conversion from postgres to mysql, about 5500 tickets, > all imported perfectly. This is also using a test bed of FC3 w/ > Apache2, mod_perl2 and Perl 5.8.5, and MySql 4.1. This wasn't a > production move, but did use full production data. Does anybody have an > Apache2/mod_perl2 setup with any good results, or is it still suggested > to use apache 1.3.x? yes, people use MP2 in production, only thing is that MP should be at least 1.99_14. IMHO it should be latest stable release built from sources. Since MP2 is OK as DSO then you can use distro's apache server. > > Redgards, > > Rolf > > Ruslan U. Zakirov wrote: > >> Rolf Brusletto wrote: >> >>> Hey all - >>> >>> We have an installation of RT2 using postgres. We WANT to upgrade >>> to RT3.2.2 and move to MySQL. Is this convieniently possible, and has >>> anybody done it before? Any caveats to watch out for? >> >> >> 1) You can do that with rt2-to-rt3 tool, download it from >> www.bestpractical.com >> 2) To move to mysql you should install RT3.2 on MySQL from the beginning. >> >>> >>> Regards, >>> >>> Rolf Brusletto >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Nov 11 12:36:15 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 11 Nov 2004 20:36:15 +0300 Subject: Subject: Re: [rt-users] request tracker forum In-Reply-To: <20041111165439.78092.qmail@web50808.mail.yahoo.com> References: <20041111165439.78092.qmail@web50808.mail.yahoo.com> Message-ID: <4193A30F.5010800@acronis.com> Partom Rule wrote: > A forum have a search eingin. > You can run a search. Choose your favourite archive with search and use it. After an year on this ML I use my own local archive which is faster and more flexible. google may help you search only in archives of RT lists. > We cannot make a rool on yahoo or hotmail. > This method called spam. Do you see spam on this list? > With all do respact for the "who and who of RT" > I still got problems and no one helps me. Reasons 1) FAQ 2) Problem was discussed many times. 3) Problem is not well described. it's boring and wasteful to write "heya, guy, what version of RT do you use?". Doesn't matter is it forum or list. 4) You are first who see this problem. 5) is very complex and there is no person on the list who want describe it from start to the end. 6) ... > In a forum people can see and answer. On the list I read almost everything. On the forums I can't read all threads fast and don't read so skip much more questions where I can help. > My email with the problem is long gone and deleted. resubmit BUT with more info. Or give users more info in the same thread. > I can add smileys over here too: > :-( :) > > --- Rainer Duffner wrote: > > >>Graham Dunn wrote: >> >> >>>Joseph_Micciche at Progressive.com wrote: >>> >>>> >>>> >>>>Partom Rule wrote: >>>> >>>> >>>>>Hello all, >>>>> >>>>>I was wondering if there is a forum for posting >>>>>questions rather than this mail list >>>>>10X, >>>> >>>> >>>>No. >>>> >>>>I too would like to use forums, I emailed Jesse >> >>directly and never got a >> >>>>response (volunteered to set them up / admin as >> >>well). Anyone else want to >> >>>>see forums? >>> >>>I'd like to vote *against* forums. >>> >>> >> >>I'd like to second that. >>General discussion: mailing-list >>If somebody has a really good contribution, it >>should go in the wiki. >> >> >>What would a forum do that the current mailinglist >>cannot do ? >>Even worse, I'm subscribed to this list, and the >>postings get sorted >>into a maildir on my server. >>When I want to search for something or want to >>re-read a thread easily, >>I can do that with an IMAP mailclient very swiftly - >>I cannot do that >>with a web-based forum. >> >>All a forum adds is icons, smileys and pictures for >>the avatars ;-) >> >> >> >> >>Rainer >> From Ruslan.Zakirov at acronis.com Thu Nov 11 12:49:06 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 11 Nov 2004 20:49:06 +0300 Subject: [rt-users] Unprivileged users unable to authenticate? In-Reply-To: <11B93D0E-2F69-11D9-A9CF-000D9327E690@myrio.com> References: <11B93D0E-2F69-11D9-A9CF-000D9327E690@myrio.com> Message-ID: <4193A612.8070805@acronis.com> Daniel Porowski wrote: > Okay, with RT 3.2.1 on mysql/linux, I'm running into an issue where some > of my unprivileged users are unable to log into the web interface due to > authentication issues. > > > It's not user error--I've tested it myself using known > passwords/usernames. The accounts are active in RT, don't show disabled > in either the GUI or the database, and the password hashes in the DB > match those on accounts with working, known passwords. Everything about > these users looks just fine in the DB and the GUI, it's just that they > can't log in. Changing their passwords in the GUI has no effect, > toggling them active/inactive in the GUI has no effect... Nothing seems > to fix this. > > Anyone run into this before? IMHO, no. Logs? 1) try 3.2.2 2) try from scratch: from new user page and then step by step From dporowski at myrio.com Thu Nov 11 13:08:19 2004 From: dporowski at myrio.com (Daniel Porowski) Date: Thu, 11 Nov 2004 10:08:19 -0800 Subject: [rt-users] Unprivileged users unable to authenticate? In-Reply-To: <4193A612.8070805@acronis.com> References: <11B93D0E-2F69-11D9-A9CF-000D9327E690@myrio.com> <4193A612.8070805@acronis.com> Message-ID: Only log entries reflect a failed login... Nothing more than that. No db errors, nothing, and I've got RT set to debug log level. Same thing is now happening on 3.2.2. New users work just great, and not all of the preexisting users are affected. The ones that are, however, are identical to the working ones, even on the DB level. I've gone through and compared the user tables, etc for each one, and they line up perfectly. One thought though, is there a limitation where the usernames must start with an alpha character? These are numeric only, which is the only thing I can think might be throwing it. It doesn't seem to be a priv. vs unpriv. issue either, since toggling that on and off for the affected users has no effect, either on the results or the log entries. Could this be a mysql-related issue? I'm not above upgrading THAT guy, either... On Nov 11, 2004, at 9:49 AM, Ruslan U. Zakirov wrote: > Daniel Porowski wrote: >> Okay, with RT 3.2.1 on mysql/linux, I'm running into an issue where >> some of my unprivileged users are unable to log into the web >> interface due to authentication issues. >> It's not user error--I've tested it myself using known >> passwords/usernames. The accounts are active in RT, don't show >> disabled in either the GUI or the database, and the password hashes >> in the DB match those on accounts with working, known passwords. >> Everything about these users looks just fine in the DB and the GUI, >> it's just that they can't log in. Changing their passwords in the >> GUI has no effect, toggling them active/inactive in the GUI has no >> effect... Nothing seems to fix this. >> Anyone run into this before? > IMHO, no. > Logs? > > 1) try 3.2.2 > 2) try from scratch: from new user page and then step by step > > > _________________________________________________ > Scanned on 11 Nov 2004 17:49:28 > > -- Daniel Porowski 425-368-4426 From rt at chaka.net Thu Nov 11 12:57:46 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 11 Nov 2004 12:57:46 -0500 Subject: Subject: Re: [rt-users] request tracker forum In-Reply-To: <4193A30F.5010800@acronis.com> References: <20041111165439.78092.qmail@web50808.mail.yahoo.com> <4193A30F.5010800@acronis.com> Message-ID: <20041111175746.GI8403@chaka.net> Ditto! On Thu, Nov 11, 2004 at 08:36:15PM +0300, Ruslan U. Zakirov wrote: > Partom Rule wrote: > >A forum have a search eingin. > > You can run a search. > Choose your favourite archive with search and use it. > After an year on this ML I use my own local archive which is faster and > more flexible. > google may help you search only in archives of RT lists. > > >We cannot make a rool on yahoo or hotmail. > >This method called spam. > Do you see spam on this list? > > >With all do respact for the "who and who of RT" > >I still got problems and no one helps me. > Reasons > 1) FAQ > 2) Problem was discussed many times. > 3) Problem is not well described. it's boring and wasteful to write > "heya, guy, what version of RT do you use?". Doesn't matter is it forum > or list. > 4) You are first who see this problem. > 5) is very complex and there is no person on the list who want describe > it from start to the end. > 6) ... > > >In a forum people can see and answer. > On the list I read almost everything. On the forums I can't read all > threads fast and don't read so skip much more questions where I can help. > > >My email with the problem is long gone and deleted. > resubmit BUT with more info. Or give users more info in the same thread. > > >I can add smileys over here too: > >:-( > :) > > > From Ruslan.Zakirov at acronis.com Thu Nov 11 13:59:54 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 11 Nov 2004 21:59:54 +0300 Subject: [rt-users] Unprivileged users unable to authenticate? In-Reply-To: References: <11B93D0E-2F69-11D9-A9CF-000D9327E690@myrio.com> <4193A612.8070805@acronis.com> Message-ID: <4193B6AA.6020305@acronis.com> Daniel Porowski wrote: > Only log entries reflect a failed login... Nothing more than that. No > db errors, nothing, and I've got RT set to debug log level. > > Same thing is now happening on 3.2.2. New users work just great, and > not all of the preexisting users are affected. The ones that are, > however, are identical to the working ones, even on the DB level. I've > gone through and compared the user tables, etc for each one, and they > line up perfectly. > > One thought though, is there a limitation where the usernames must start > with an alpha character? These are numeric only, which is the only > thing I can think might be throwing it. Gotcha!!! This is an issue. RT uses complex function RT::User->Load that interprete argument as ID if arg. contains only digits. Problem here is that RT doesn't reject creation of users with such name. Workaround: use none digit prefix/suffix. Best regards. Ruslan. PS: Sent Bcc to rt-bugs@ > > It doesn't seem to be a priv. vs unpriv. issue either, since toggling > that on and off for the affected users has no effect, either on the > results or the log entries. > > Could this be a mysql-related issue? I'm not above upgrading THAT guy, > either... > > > On Nov 11, 2004, at 9:49 AM, Ruslan U. Zakirov wrote: > >> Daniel Porowski wrote: >> >>> Okay, with RT 3.2.1 on mysql/linux, I'm running into an issue where >>> some of my unprivileged users are unable to log into the web >>> interface due to authentication issues. >>> It's not user error--I've tested it myself using known >>> passwords/usernames. The accounts are active in RT, don't show >>> disabled in either the GUI or the database, and the password hashes >>> in the DB match those on accounts with working, known passwords. >>> Everything about these users looks just fine in the DB and the GUI, >>> it's just that they can't log in. Changing their passwords in the >>> GUI has no effect, toggling them active/inactive in the GUI has no >>> effect... Nothing seems to fix this. >>> Anyone run into this before? >> >> IMHO, no. >> Logs? >> >> 1) try 3.2.2 >> 2) try from scratch: from new user page and then step by step From dporowski at myrio.com Thu Nov 11 14:13:52 2004 From: dporowski at myrio.com (Daniel Porowski) Date: Thu, 11 Nov 2004 11:13:52 -0800 Subject: [rt-users] Unprivileged users unable to authenticate? In-Reply-To: <4193B6AA.6020305@acronis.com> References: <11B93D0E-2F69-11D9-A9CF-000D9327E690@myrio.com> <4193A612.8070805@acronis.com> <4193B6AA.6020305@acronis.com> Message-ID: Appreciated! Never thought I'd be this happy that the usernames were arbitrary... :) On Nov 11, 2004, at 10:59 AM, Ruslan U. Zakirov wrote: > Daniel Porowski wrote: >> Only log entries reflect a failed login... Nothing more than that. >> No db errors, nothing, and I've got RT set to debug log level. >> Same thing is now happening on 3.2.2. New users work just great, and >> not all of the preexisting users are affected. The ones that are, >> however, are identical to the working ones, even on the DB level. >> I've gone through and compared the user tables, etc for each one, and >> they line up perfectly. >> One thought though, is there a limitation where the usernames must >> start with an alpha character? These are numeric only, which is the >> only thing I can think might be throwing it. > Gotcha!!! > This is an issue. RT uses complex function RT::User->Load that > interprete argument as ID if arg. contains only digits. Problem here > is that RT doesn't reject creation of users with such name. > > Workaround: use none digit prefix/suffix. > > Best regards. Ruslan. > > PS: Sent Bcc to rt-bugs@ > >> It doesn't seem to be a priv. vs unpriv. issue either, since toggling >> that on and off for the affected users has no effect, either on the >> results or the log entries. >> Could this be a mysql-related issue? I'm not above upgrading THAT >> guy, either... >> On Nov 11, 2004, at 9:49 AM, Ruslan U. Zakirov wrote: >>> Daniel Porowski wrote: >>> >>>> Okay, with RT 3.2.1 on mysql/linux, I'm running into an issue where >>>> some of my unprivileged users are unable to log into the web >>>> interface due to authentication issues. >>>> It's not user error--I've tested it myself using known >>>> passwords/usernames. The accounts are active in RT, don't show >>>> disabled in either the GUI or the database, and the password hashes >>>> in the DB match those on accounts with working, known passwords. >>>> Everything about these users looks just fine in the DB and the GUI, >>>> it's just that they can't log in. Changing their passwords in the >>>> GUI has no effect, toggling them active/inactive in the GUI has no >>>> effect... Nothing seems to fix this. >>>> Anyone run into this before? >>> >>> IMHO, no. >>> Logs? >>> >>> 1) try 3.2.2 >>> 2) try from scratch: from new user page and then step by step > > > _________________________________________________ > Scanned on 11 Nov 2004 19:00:20 > > -- Daniel Porowski 425-368-4426 From SThomson at uua.org Thu Nov 11 15:20:06 2004 From: SThomson at uua.org (Scott Thomson) Date: Thu, 11 Nov 2004 15:20:06 -0500 Subject: [rt-users] Comment to Owner fails when creating the ticket Message-ID: Hey Christian, I had an issue where if you create a ticket and assign the owner at the same time they never got notification, I added the following scrip to deal with it. Condition: On Create Action: Notify Owner as Comment Template: Global Template: Transaction Stage: Transaction Create I may have changed my transaction template from the stock one so that it sends the last comment. I think you can find info in the wiki on that. Scott ------------------------------------------------------------------------- Scott Thomson Unitarian Universalist Association Information Technology Services - Helpdesk 25 Beacon Street Boston, MA 02108 617-948-6109 Fax-617-725-8886 sthomson at uua.org -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christian Hammers Sent: Thursday, November 11, 2004 10:18 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Comment to Owner fails when creating the ticket Hello We have a "tech" queue were the accountants are not subscribed to. Occassionally though, somebody assigns a ticket to them and, of course wants them to see the comments to their tickets. Theoretically this can be done by adding at: Comment action: Notify Owner as Comment template: Global Template: Transaction stage: Transaction Create But praktically when using the upper-border "Create ticket in [queue]" formular, it seems RT does first send the mail to the subscribers and then assigns the ticket an Owner. At least the non-"tech"-queue owner did not receive any comment mail. Ideas? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From SThomson at uua.org Thu Nov 11 16:16:45 2004 From: SThomson at uua.org (Scott Thomson) Date: Thu, 11 Nov 2004 16:16:45 -0500 Subject: [rt-users] Getting "tickets I requested" to show up in RT at a Glance Message-ID: Hey Folks, How do I get the "tickets I requested" to show up in the web interface on the home page along with the "newest unowned tickets" and "highest priority tickets I own" Thanks, Scott ------------------------------------------------------------------------ - Scott Thomson Unitarian Universalist Association Information Technology Services - Helpdesk 25 Beacon Street Boston, MA 02108 617-948-6109 Fax-617-725-8886 sthomson at uua.org From boonstra at planet.nl Thu Nov 11 16:31:17 2004 From: boonstra at planet.nl (Sytze Boonstra) Date: Thu, 11 Nov 2004 22:31:17 +0100 Subject: [rt-users] LimitWatchers to check on Queue CC: Message-ID: <4193DA25.9020408@planet.nl> Hello All, I have introduced Request Tracker in our company as helpdesk tool about half a year ago. We have started with the email interface available for our customers only, but are currently considering opening the web interface. The problem we are facing with the web interface is that our customers are IT departments where multiple people work on the same project. We would like these multiple people of the same customer to see the tickets of their colleagues. In order to do that I have created a new SelfService/Element, called MyCCTickets. It is a copy of SelfService/Elements/MyRequest and contains two changes: * The titlte states "[status] tickets that I watch" in stead of "My "[status] request"". * I have changed the line $MyTickets->LimitWatcher(TYPE =>'Requestor',VALUE => $session{'CurrentUser'}->EmailAddress); into $MyTickets->LimitWatcher(TYPE =>'Cc',VALUE => $session{'CurrentUser'}->EmailAddress); This works quite fine. People at our customer that CC: their colleagues at the email sent to our helpdesk (we have the email gateway configured to automatically create the CC: list) offer their colleagues a view at their tickets. I have also set some key people at our customer (typically their project managers) on the CC: list for their customer Queue. (We have Request Tracker organized such that there is a queue per customer). What I hoped for is that these people would now automatically see all the tickets in the queue for which they are on the CC list via the MyCCTickets element. This however is not true. So therefor my question. Is it possible for non priviledged users to see the tickets for which they are indirectly on the CC: list (namely via the CC: list of the queue in which the ticket resides) and if so what should I do/change? Is it other use of the LimitWatchers call in the html element, or do I need to create/change some Perl code in Tickets.pm? Thanks in advance Sytze Boonstra From trey.darley at fahlgrenent.com Thu Nov 11 17:13:45 2004 From: trey.darley at fahlgrenent.com (Trey Darley) Date: Thu, 11 Nov 2004 17:13:45 -0500 Subject: [rt-users] Upgrade problem Message-ID: <4193E419.5020903@fahlgrenent.com> Good afternoon, y'all. I got stuck midway through an upgrade from RT 3.0.8 to 3.2.2. I was following the upgrade section of the readme. The 3.1.1 schema update went alright, but both the 3.1.15 and 3.1.17 rt-setup-database commands result in 'Couldn't find schema file for mysql'. Any ideas? Thanks in advance! --Trey From partem_r at yahoo.com Thu Nov 11 18:35:04 2004 From: partem_r at yahoo.com (Partom Rule) Date: Thu, 11 Nov 2004 15:35:04 -0800 (PST) Subject: [rt-users] Re: MASON ? In-Reply-To: <4191541F.7070201@acronis.com> Message-ID: <20041111233504.18672.qmail@web50807.mail.yahoo.com> Regarding whether i want to use mod_perl or FastCGI, well i dont know. What are the differences? What is better? What will run faster for alot of users requests? What hardware specs do i need? I have Dual PII 266 with 512MB for RT. My FreeBSD ver is 5.3B6 Apache 1.3.31_6 RT 3.0.12 running # perl -MHTML::Mason -e 'print $HTML::Mason::VERSION ."\n" gives: 1.27 running from 3.2.2 # make testdeps gives: /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...found web group (www)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS ...MISSING MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.01...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found HTML::Scrubber 0.08...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Tree::Simple 1.04...MISSING Scalar::Util ...found Module::Versions::Report ...MISSING DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found Apache::Test ...MISSING HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found --------------------------------------- > > > > > > > > > > > > > > > > > > > > > > > > > > --- "Ruslan U. Zakirov" wrote: > Partom Rule wrote: > > What do you think? That i did not read nothing > befor i > > send the first email for to the group ?!???? #$%# > > > > ;-) > > > > Well i have installed it but i stil get gibrish. > It > > wont translate. I got no errors while installing. > I am > > stumped. > > ? > You didn't give us any info that is required to help > you thus you should > be polite and answer the questions which you > shouldn't answer if you ask > questions smart. > > * > >>>I run apache on frebsd. > Apache server has VESRSION as FreeBSD has too. > > * From README: > 3.1 Check for missing dependencies: > > make testdeps > What does it output? > > > * What do you get if you run next? > > perl -MHTML::Mason -e 'print > $HTML::Mason::VERSION ."\n"' > > * What do you want to use mod_perl or FastCGI? > > * Share apache conf please. > > * read > http://www.catb.org/~esr/faqs/smart-questions.html > > Best regards, Ruslan. > > > > > > --- Niels Bakker wrote: > > > >>* partem_r at yahoo.com (Partom Rule) [Tue 09 Nov > 2004, > >>17:49 CET]: > >> > >>>What is mason? > > >> > >>Have you read anything about how RT works? Such > as > >>the installation > >>instructions? Mason is the macro/scripting > language > >>much of RT is > >>written in. It's a method of embedding Perl code > in > >>HTML documents. > >>It won't get interpreted outside its specific > >>environment within a > >>webserver. > >> > >> > >> > >>>--- Niels Bakker wrote: > >>> > >>>>* partem_r at yahoo.com (Partom Rule) [Mon 08 Nov > >> > >>2004, > >> > >>>>23:28 CET]: > >>>> > >>>>>I get these sines : %# %# %# <&|/l&> > >>>>>and lots more like that when i run index.html > >> > >>from > >> > >>>>>the HTML folder. > >>>>>How do i disable it? > >>>> > >>>>Don't "run" those files from the "folder" but > >> > >>view > >> > >>>>them via a Web server > >>>>that understands Mason. > >>>> > >>>> > >>>> -- Niels. > >> > > > > > > __________________________________________________ > > Do You Yahoo!? > > Tired of spam? Yahoo! Mail has the best spam > protection around > > http://mail.yahoo.com > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at > http://wiki.bestpractical.com > > __________________________________ Do you Yahoo!? Check out the new Yahoo! Front Page. www.yahoo.com From les at futuresource.com Thu Nov 11 19:22:01 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 11 Nov 2004 18:22:01 -0600 Subject: [rt-users] Re: MASON ? In-Reply-To: <20041111233504.18672.qmail@web50807.mail.yahoo.com> References: <20041111233504.18672.qmail@web50807.mail.yahoo.com> Message-ID: <1100218921.14514.12.camel@moola.futuresource.com> On Thu, 2004-11-11 at 17:35, Partom Rule wrote: > Regarding whether i want to use mod_perl or FastCGI, > well > i dont know. What are the differences? Mod_perl is a perl interpreter linked/embedded within each httpd (web server) process. FastCGI is a stand-alone perl process that communicates directly with the httpd. Both solve the problem of having to load perl and parse the script for every request. > What is better? What will run faster for alot of users > requests? There is probably no speed difference with equally well tuned systems. Mod_perl is easier if you have a lot of different perl-based applications since you don't have to set up separate handlers for each. FastCGI is easier to tune for one or a few applications because you can control how many perl processes to keep running for each since you set them up separately. --- Les Mikesell les at futuresource.com From Ruslan.Zakirov at acronis.com Fri Nov 12 03:06:14 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 12 Nov 2004 11:06:14 +0300 Subject: [rt-users] Upgrade problem In-Reply-To: <4193E419.5020903@fahlgrenent.com> References: <4193E419.5020903@fahlgrenent.com> Message-ID: <41946EF6.4060604@acronis.com> Trey Darley wrote: > Good afternoon, y'all. > > I got stuck midway through an upgrade from RT 3.0.8 to 3.2.2. I was > following the upgrade section of the readme. The 3.1.1 schema update > went alright, but both the 3.1.15 and 3.1.17 rt-setup-database commands > result in 'Couldn't find schema file for mysql'. Any ideas? There is no schema changes for this versions. This folders doesn't contain data. It's OK. > > Thanks in advance! > > --Trey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Fri Nov 12 10:28:19 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 12 Nov 2004 18:28:19 +0300 Subject: [rt-users] [ANNOUNCE] RT-Action-NotifyGroup 0.02 Message-ID: <4194D693.4080902@acronis.com> Hello. Distribution on its way to CPAN. New release should fix problems with Storable because I get rid of it(was silly idea to use it). If you had problems please upgrade and report back on success or failures. This version should be backward compatible. You also can now edit scrip action arguments directly, it's groups/users IDs separated with ';', but do it only if you know what you're doing. History: * fea: Output script usage help if Pod::PlainText installed or perldoc hint in other case * upd: new documentaton for admin script * fea: Support autoconversion of old arguments * fea/fix: get rid of Storable using to save args * fea: New M::I::Configure that prevent installation of .in files get rid of autoconf use/step in installation process and should fix PAUSE indexing of the script Best regards. Ruslan. PS: Look for next release it would be with new feature "Admin it easy via WEB" :) but only after Shredder 0.02(sorry for hold-ups) PPS: patches are wellcome :) From paul.williams at uwex.edu Fri Nov 12 14:48:14 2004 From: paul.williams at uwex.edu (Paul Williams) Date: Fri, 12 Nov 2004 13:48:14 -0600 Subject: [rt-users] RT 3-2.2 - auto creation of new accounts Message-ID: <5.2.1.1.2.20041112133332.02ec5d70@imap.uwex.edu> We have RT3-2-2 installed on a redhat AS 2.1 system, using mod_perl. We are in the process of evaluating RT and have a few questions that others may be able to answer. We are wondering what is our best solution to having users in the system. This would be primarily the users who would not have any privileges. Just so they could look at the status of their job. I found one draft document that indicated that with customers, when someone new submits a request, RT automatically creates a non-staff account. Our system doesn't do that and I didn't see any documentation inside rt 3.2.2 that would indicate it would do that. So, if it doesn't create accounts automatically, do you have to create an account for every user or is all correspondence via email. Thanks, paulw From aharrison at gmail.com Fri Nov 12 14:42:13 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 12 Nov 2004 14:42:13 -0500 Subject: [rt-users] Required Field - Due Date Message-ID: I just wondered if anyone might have any suggestions on how I could make the Due date a required field when updating a ticket via comment/reply? I was thinking of trying to integrate the ModifyDates.html with Update.html. Anyone have any idea before I dive into that? Maybe some scrip magic or something? -- Andy Harrison From rt at chaka.net Fri Nov 12 14:27:48 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Nov 2004 14:27:48 -0500 Subject: [rt-users] Required Field - Due Date In-Reply-To: References: Message-ID: <20041112192748.GJ8403@chaka.net> What do you mean? That field is not even available when replying/commenting. -Todd On Fri, Nov 12, 2004 at 02:42:13PM -0500, Andy Harrison wrote: > I just wondered if anyone might have any suggestions on how I could > make the Due date a required field when updating a ticket via > comment/reply? > > I was thinking of trying to integrate the ModifyDates.html with Update.html. > > Anyone have any idea before I dive into that? Maybe some scrip magic > or something? > > -- > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Fri Nov 12 14:28:41 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Nov 2004 14:28:41 -0500 Subject: [rt-users] RT 3-2.2 - auto creation of new accounts In-Reply-To: <5.2.1.1.2.20041112133332.02ec5d70@imap.uwex.edu> References: <5.2.1.1.2.20041112133332.02ec5d70@imap.uwex.edu> Message-ID: <20041112192841.GK8403@chaka.net> When a new used sends a ticket to RT do they get an Auto-reply? If yes, who is recorded as the Requestor? -Todd On Fri, Nov 12, 2004 at 01:48:14PM -0600, Paul Williams wrote: > We have RT3-2-2 installed on a redhat AS 2.1 system, > using mod_perl. > > We are in the process of evaluating RT and have a few > questions that others may be able to answer. > > We are wondering what is our best solution to having > users in the system. This would be primarily the users > who would not have any privileges. Just so they could > look at the status of their job. > > I found one draft document that indicated that > with customers, when someone new submits a request, > RT automatically creates a non-staff account. > > Our system doesn't do that and I didn't see any > documentation inside rt 3.2.2 that would indicate > it would do that. > > So, if it doesn't create accounts automatically, > do you have to create an account for every user > or is all correspondence via email. > > Thanks, > > paulw > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From paul.williams at uwex.edu Fri Nov 12 15:13:13 2004 From: paul.williams at uwex.edu (Paul Williams) Date: Fri, 12 Nov 2004 14:13:13 -0600 Subject: [rt-users] RT 3.2.2 and LDAP Message-ID: <5.2.1.1.2.20041112135716.02f8cd28@imap.uwex.edu> Is there an easy way to have rt authenticate against an ldap server? paulw From rt at chaka.net Fri Nov 12 15:20:07 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Nov 2004 15:20:07 -0500 Subject: [rt-users] RT 3.2.2 and LDAP In-Reply-To: <5.2.1.1.2.20041112135716.02f8cd28@imap.uwex.edu> References: <5.2.1.1.2.20041112135716.02f8cd28@imap.uwex.edu> Message-ID: <20041112202007.GL8403@chaka.net> What is your definition of easy? http://www.google.com/search?hl=en&q=site%3Alists.bestpractical.com+ldap&btnG=Google+Search It's easier than getting Tivoli Service Desk or Peregrine to do it! On Fri, Nov 12, 2004 at 02:13:13PM -0600, Paul Williams wrote: > Is there an easy way to have rt authenticate against > an ldap server? > > paulw > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Fri Nov 12 15:26:03 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Nov 2004 15:26:03 -0500 Subject: [rt-users] Required Field - Due Date In-Reply-To: References: <20041112192748.GJ8403@chaka.net> Message-ID: <20041112202603.GM8403@chaka.net> 1. Customize form in /opt/rt3/share/html/Ticket/Update.html 2. Customize INIT section of /opt/rt3/share/html/Ticket/Display.html 3. profit! http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT -Todd On Fri, Nov 12, 2004 at 03:50:52PM -0500, Andy Harrison wrote: > On Fri, 12 Nov 2004 14:27:48 -0500, Todd Chapman wrote: > > What do you mean? That field is not even available when > > replying/commenting. > > Correct. I would like to make it part of that form and a required > field. Unless there's a better way, of course. > > -- > Andy Harrison From davidw at u.washington.edu Fri Nov 12 15:16:31 2004 From: davidw at u.washington.edu (David Wall) Date: Fri, 12 Nov 2004 12:16:31 -0800 (PST) Subject: [rt-users] RT integration with network or system monitors Message-ID: We are considering using RT and would like to generate tickets based on reports from network and system monitoring systems. If anyone has experience with that, I'd be interested in your comments and knowing which systems are involved. Thanks. -- David Wall Computing & Communications...Client Services 206.543.8491 Univ. of Washington Box 352830 davidw at u.washington.edu From seph at directionless.org Fri Nov 12 16:35:58 2004 From: seph at directionless.org (seph) Date: Fri, 12 Nov 2004 16:35:58 -0500 Subject: [rt-users] Re: RT 3-2.2 - auto creation of new accounts In-Reply-To: <5.2.1.1.2.20041112133332.02ec5d70@imap.uwex.edu> (Paul Williams's message of "Fri, 12 Nov 2004 13:48:14 -0600") References: <5.2.1.1.2.20041112133332.02ec5d70@imap.uwex.edu> Message-ID: > Our system doesn't do that and I didn't see any > documentation inside rt 3.2.2 that would indicate > it would do that. what makes you think RT isn't autocreating them? It would be making "unprivledged users" seph From sbw at tapestry.tucson.az.us Sat Nov 13 12:01:11 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Sat, 13 Nov 2004 10:01:11 -0700 Subject: [rt-users] RT and Fedora Core 2/3, Apache2, Postfix, PosgreSQL? Message-ID: <1100365271.13223.2.camel@tapestry.home.net> The server we've been running RT (currently 3.0.4) with Apache2 (hpptd-2.0.47), mod_perl2 (1.99_08), postgresql (7.2.4) and sendmail for a couple of years now. However, the server is about to be replaced with a new one running either (TBD) Fedora Core 2 or 3. At the same time, we're thinking of replacing sendmail with postfix and upgrading to a more recent version of postgresql. Does any know of problems running RT (we're likely to upgrade to the latest version while we're at it) in this environment? Anything that's likely to cause us a problem? If we do upgrade RT, what's the best procedure for migrating our current RT tables? Thanks for any advice! Steve -- Steve Wampler From forrest at ce.berkeley.edu Sat Nov 13 13:19:50 2004 From: forrest at ce.berkeley.edu (Jon Forrest) Date: Sat, 13 Nov 2004 10:19:50 -0800 Subject: [rt-users] RT and Fedora Core 2/3, Apache2, Postfix, PosgreSQL? In-Reply-To: <1100365271.13223.2.camel@tapestry.home.net> References: <1100365271.13223.2.camel@tapestry.home.net> Message-ID: <41965046.40203@ce.berkeley.edu> Steve Wampler wrote: > The server we've been running RT (currently 3.0.4) with > Apache2 (hpptd-2.0.47), mod_perl2 (1.99_08), postgresql (7.2.4) > and sendmail for a couple of years now. > > However, the server is about to be replaced with a new one > running either (TBD) Fedora Core 2 or 3. At the same time, > we're thinking of replacing sendmail with postfix and upgrading > to a more recent version of postgresql. > > Does any know of problems running RT (we're likely to upgrade > to the latest version while we're at it) in this environment? > Anything that's likely to cause us a problem? If we do > upgrade RT, what's the best procedure for migrating our current > RT tables? I'm running Fedore Core 2 and I was unable to build mod_perl2 with Apache 2 several months ago. There are newer versions of mod_perl2 available that might fix the problems but I had to get RT up and running so I had to give up. Now I'm using Apache 1 and mod_perl1 with postfix and mysql. So far, in testing only, everything seems to be working fine. I'm especially happy with Core 2 and postfix. Cordially, Jon Forrest Computer Resources Manager Civil and Environmental Engineering Dept. 205 Davis Hall Univ. of Calif., Berkeley Berkeley, CA 94720-1710 510-642-0904 forrest at ce.berkeley.edu From les at futuresource.com Sat Nov 13 13:23:43 2004 From: les at futuresource.com (Les Mikesell) Date: Sat, 13 Nov 2004 12:23:43 -0600 Subject: [rt-users] RT integration with network or system monitors In-Reply-To: References: Message-ID: <1100370223.18618.15.camel@les-home.futuresource.com> On Fri, 2004-11-12 at 14:16, David Wall wrote: > We are considering using RT and would like to generate tickets based on > reports from network and system monitoring systems. Your monitoring system probably already has a way to do email notifications. Point those to the RT email alias for appropriate queues and make sure the 'From:' is something reasonable to accept (or discard) the responses from the RT activity and you are done. --- Les Mikesell les at futuresource.com From les at futuresource.com Sat Nov 13 13:28:11 2004 From: les at futuresource.com (Les Mikesell) Date: Sat, 13 Nov 2004 12:28:11 -0600 Subject: [rt-users] RT and Fedora Core 2/3, Apache2, Postfix, PosgreSQL? In-Reply-To: <41965046.40203@ce.berkeley.edu> References: <1100365271.13223.2.camel@tapestry.home.net> <41965046.40203@ce.berkeley.edu> Message-ID: <1100370491.18618.21.camel@les-home.futuresource.com> On Sat, 2004-11-13 at 12:19, Jon Forrest wrote: > I'm running Fedore Core 2 and I was unable to build mod_perl2 > with Apache 2 several months ago. There are newer versions of mod_perl2 > available that might fix the problems but I had to get RT > up and running so I had to give up. I think others have reported making mod_perl work, but you can avoid the issues if you use fastcgi instead. As for the postgresql upgrade you will have to look at the release notes to see if anything more than pg_dump is needed to copy to the new version. --- Les Mikesell les at futuresource.com From cervin at intelenet.net Sat Nov 13 13:49:40 2004 From: cervin at intelenet.net (Chance Ervin) Date: Sat, 13 Nov 2004 10:49:40 -0800 Subject: [rt-users] most recent visited tickets Message-ID: <003001c4c9b1$886a51c0$8fe47944@office> Is there a way to make your RT home page display a number of most recent visited tickets? Maybe the last 5 tickets the user has viewed? Or may this be coming up in a later release? -- ----------------------------- InteleNet Communications Inc. "Help me help you." Chance Ervin - SCSA -- Jerry Maguire Oracle Certified Professional Systems Engineer -------------- next part -------------- An HTML attachment was scrubbed... URL: From sbw at tapestry.tucson.az.us Sat Nov 13 16:50:48 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Sat, 13 Nov 2004 14:50:48 -0700 Subject: [rt-users] RT and Fedora Core 2/3, Apache2, Postfix, PosgreSQL? In-Reply-To: <1100370491.18618.21.camel@les-home.futuresource.com> References: <1100365271.13223.2.camel@tapestry.home.net> <41965046.40203@ce.berkeley.edu> <1100370491.18618.21.camel@les-home.futuresource.com> Message-ID: <1100382647.16217.2.camel@tapestry.home.net> On Sat, 2004-11-13 at 11:28, Les Mikesell wrote: > I think others have reported making mod_perl work, but you can > avoid the issues if you use fastcgi instead. As for the > postgresql upgrade you will have to look at the release notes > to see if anything more than pg_dump is needed to copy > to the new version. Thanks for the info. I'm actually more concerned about the RT upgrade - will my old 3.0.4 tables work with the newer RT versions? Or do I need to move 3.0.4 over the newer server so that RT can upgrade itself? Thanks! Steve -- Steve Wampler From jesse at bestpractical.com Sat Nov 13 21:07:24 2004 From: jesse at bestpractical.com (Jesse) Date: Sat, 13 Nov 2004 21:07:24 -0500 Subject: [rt-users] RT 3.3.11 - Second beta Message-ID: <20041114020724.GW3330@pallas.eruditorum.org> I'm pleased to announce RT 3.3.11, the second beta release of what will be RT 3.4. First, the unfortunate news that there's a minor schema change needed on existing 3.3 databases due to an issue with the previous RT 3.3 schema: It used "Current" as a column name, which is an Oracle reserved word. It's very important that RT's schema remain consistent between the various databases. When you install RT 3.3.11, be sure to actually follow the instructions presented by "make upgrade". Now the better news: This release represents a week and a half of intensive cleanup and stabilization work during a development retreat by me and Autrijus Tang. Additionally, there are several new features aimed at providing developers with a better environment for improving RT. Below is a simplifed, categorized changelog of the updates since beta 1. RT 3.3.11 is immediately available from: http://download.bestpractical.com/pub/rt/devel/ Core: * Removed images that weren't used anymore * Switched to using Cache::Simple::TimedExpiry for our ACL cache, rather than our overly convoluted (and slower) ACL cache code in Prinicpal_Overlay.pm * Changed severity of calling Principal->HasRight without a Right * Added a bit of documentation to RT::Base; removed an unused line of code * Squash warnings when trying to check acls on nonexistent custom fields * Better handling of Record deletion confirmation messages. (To go with new searchbuilder fixes) * Search UI: loc and layout improvements. * Added a Delete method to RT::Record so we get proper messages on object deletion * New "batch transactions" core from Ruslan. This update makes it much easier to use stock conditions for bulk updates ( RT-Ticket: 6230) * Rebuilt RT::Tickets' watcher search logic to only use _one_ join to the users/groups table so as to create joins that can be computed in finite time. Theoretically, this makes watcher searching less powerful. In practice, it makes watcher searching a lot more possible. ( RT-Ticket: 6219) * Fixed the name of the template used to notify non-privilged users when their password is changed. (RT-Ticket: 6121) * Log::Dispatch wants ->warning, not ->warn. * Refactor getting-an-uploaded-file-into-cf into _UploadFile call in Interface::Web; this unbreaks uploading a file cf on ticket creation. * The "CustomField-x" keys in $Ticket->Create now take hash references that contain CFV fields, eg. LargeContent, ContentType, Value. * Provide more control over how autogenerated mail gets sent out via RT. ( RT-Ticket: 4624 ) * Various warning avoidance patches (for spurious warnings) Configuration: * Fixed RTLogo configuration variable to actually display RT's logo. * Made the automatic cache flushing configurable. * Fixed the MaxAttachmentSize variable name in comments. Thanks to Graham Dunn Web UI: * Flush database cache at end of each HTTP request, for better consistency. * Switched back to manual buffer flushing, as this will improve performance and help future-proof RT against a mason update * Added several manual buffer flushing points to help with the user experience during page display * Switched to using mason's "static_source" directive, which stops mason from trying to guess about which pages need to be reload from disk. (Now you need to restart the webserver to see changes) * In query builder, parse custom fields by name. * Generate all Link-type result cell callbacks from %LINKTYPEMAP. * Display custom field contents, separated by newlines. * For Image custom fields we also show a thumbnail. * Refactored BuildFormatString mason component to simplify logic and improve reliability * Refactoring and restyling the Ticket List to present prettier tables with more human-readable names * Fixed SelectLinks component to contain the right options and present the o right human-readable names * Refactored the logic which builds format strings to simplify code and present better human-readable names * Switched Quicksearch to use most standard CSS styles * Query builder now acts on multiple clauses. * Refactor the clause display component. * Escape ColumnMap return values to prevent a potential cross-site scripting attack. All HTML snippets are now returned as scalar references. * Improved list format for multiple custom field values * There were a couple of bugs in the bulk update page that broke ticket linking. (Among other things, the custom fields update functionality was completely broken. It's been disabled pending a new implementation) ( RT-Ticket: 6242 ) * Global custom field editing in 3.3 had the wrong (hardcoded) URL target. ( RT-Ticket: 6245 ) * Additional fixes for display of unlimited search results * Improved "stickiness" of queries. Next/Prev navigation should be more consistently available now. Most recent query should be available more consistently. * Added support for recording transaction custom fields on ticket creation. * Added a couple of form NAME elements, to ease testing * No longer show the "Applies To" tab for user and group Custom Fields. * When uploading image custom fields, they're handled as file descriptors, rather than scalars. Our old logic assumed that any ref was an array. Now we check for array refs explicitly. Performance: * Refactored the column map to only initialize itself once, rather than every time it's called * Do not waste stat() calls on Callback elements. * If $RT::DevelMode is not set, do not refresh Callbacks cache at all. Developer mode: * New --with-developer-mode configuration flag. Right now, it just turns mason static_source off, but in the future, it will enable other developer-only features. * Module::Refresh is now enabled by default for all HTTPD handlers when $RT::DevelMode is set to true. This means that you can edit RT's libraries on the fly when Developer mode is turned on. * Under developer mode, do not let Mason cache object files on var/. * Turning off the forking in standalone_httpd. It was never a win * Added a HUP handler for the standalone httpd (so you can kill -HUP it to reload). * Fixes to standalone_httpd: 'protocol' was not defined, and query_string may be undefined too. (Supposedly fixed in HTTP::Server::Simple.) * Defeat perlbug that mangles (caller(0))[1] wheneter $^P is set by Module::Refresh. Doc: * move the design spec from spec/ under the docs/design_docs/ space where it belongs. * V7 of redesign schema, incoporating many more comments and the new, clkao-inspired fields. * Improved comments and folds in RT::Record * Updated license tagging and folding for license tagging Testing: * New web-based testing for image custom field creation (upload on create, display in search result listings) Installation: * "make initdb" now an alias of "make initialize-database". * "make dropdb" on SQLite now works. Schema: * Schema changes for Pg, SQLite, mysql and Oracle. * schema updater for Pg and mysql; Oracle comes later and SQLite is nontrivial. * Removed a comment from the PostgreSQL schema files, as some versions of postgres fail to parse it well. (RT-Ticket: 6197) Best, Jesse -- From autrijus at autrijus.org Sun Nov 14 01:07:15 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Sun, 14 Nov 2004 14:07:15 +0800 Subject: [rt-users] RT 3.3.11 - Second beta In-Reply-To: <20041114020724.GW3330@pallas.eruditorum.org> References: <20041114020724.GW3330@pallas.eruditorum.org> Message-ID: <20041114060715.GA35338@aut.dyndns.org> On Sat, Nov 13, 2004 at 09:07:24PM -0500, Jesse Vincent wrote: > Web UI: > * Switched to using mason's "static_source" directive, which stops mason from > trying to guess about which pages need to be reload from disk. (Now you > need to restart the webserver to see changes) Actually, as it was implemented in that version, one needs to purge var/mason_data/obj/* to see changes. I have just committed the patch below as r1890; with this change, it now works as advertised in the changelog above. Thanks, /Autrijus/ ---------------------------------------------------------------------- r4070 (orig r1890): autrijus | 2004-11-14 14:01:21 +0800 r4055 at not: autrijus | 2004-11-14T05:54:37.364789Z * Under static_source, we need to purge the component cache each time we restart, so newer components may be reloaded. ---------------------------------------------------------------------- --- rt/3.3-TESTING/bin/webmux.pl.in (revision 4054) +++ rt/3.3-TESTING/bin/webmux.pl.in (revision 4055) @@ -98,6 +98,14 @@ use Carp; use RT::Interface::Web::Handler; $Handler = RT::Interface::Web::Handler->new(@RT::MasonParameters); +if (!$RT::DevelMode) { + # Under static_source, we need to purge the component cache + # each time we restart, so newer components may be reloaded. + use File::Path qw( rmtree ); + use File::Glob qw( bsd_glob ); + rmtree([ bsd_glob("$RT::MasonDataDir/obj/*") ], 0, 1); +} + sub handler { ($r) = @_; -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From Adam.Arlett at tigerbrands.com Sun Nov 14 08:40:42 2004 From: Adam.Arlett at tigerbrands.com (Adam Arlett) Date: Sun, 14 Nov 2004 15:40:42 +0200 Subject: [rt-users] RT 3.3.11 - Second beta Message-ID: <8FDDEDA992E90841B4F79C0D3302399C4E7154@fx-bryanston.tigerbrands.net> Thanks for the hard work guys, RT is the shiz. I am so impressed with it it's not funny. When I am more of a perl I hope to contribute. From rt-users at jimmo.com Sun Nov 14 11:26:13 2004 From: rt-users at jimmo.com (James Mohr) Date: Sun, 14 Nov 2004 17:26:13 +0100 Subject: [rt-users] Newbie question: user front end Message-ID: <200411141726.13668.rt-users@jimmo.com> Hi All! Isn't there a "user front end"? That is, I would like to check the status of my calls. However, the only way I can log into the system is as an RT user? What am I missing? Regards, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info From tom at public-internet.co.uk Sun Nov 14 10:39:13 2004 From: tom at public-internet.co.uk (Tom Beard) Date: Sun, 14 Nov 2004 15:39:13 +0000 (GMT) Subject: [rt-users] Newbie question: user front end In-Reply-To: <200411141726.13668.rt-users@jimmo.com> References: <200411141726.13668.rt-users@jimmo.com> Message-ID: <20041114153844.X71370@albert.purple-crayon.co.uk> >From http://wiki.bestpractical.com/index.cgi?ManualInstallation "If you intend to let ticket requestors use the requestor-mode web interface, you should grant the role of Requestor the right Show Ticket." I think thats what you're after, right? Regards, Tom -------------------------------------------------- Tom Beard - Network Engineer Public Internet, http://www.public-internet.co.uk/ email: tom at public-internet.co.uk -------------------------------------------------- On Sun, 14 Nov 2004, James Mohr wrote: > Hi All! > > Isn't there a "user front end"? That is, I would like to check the status of > my calls. However, the only way I can log into the system is as an RT user? > What am I missing? > > Regards, > > Jim Mohr > -- > --------------------------------------- > "Be more concerned with your character than with your reputation. Your > character is what you really are while your reputation is merely what others > think you are." -- John Wooden > --------------------------------------- > Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > ********************************************************************** > This message has been scanned for viruses and dangerous content by > the Public Internet E-Mail Virus Protection Service and is believed to > be clean. For more information please visit www.public-internet.org > ********************************************************************** > ********************************************************************** This message has been scanned for viruses and dangerous content by the Public Internet E-Mail Virus Protection Service and is believed to be clean. For more information please visit www.public-internet.org ********************************************************************** From les at futuresource.com Sun Nov 14 12:22:33 2004 From: les at futuresource.com (Les Mikesell) Date: Sun, 14 Nov 2004 11:22:33 -0600 Subject: [rt-users] RT and Fedora Core 2/3, Apache2, Postfix, PosgreSQL? In-Reply-To: <1100382647.16217.2.camel@tapestry.home.net> References: <1100365271.13223.2.camel@tapestry.home.net> <41965046.40203@ce.berkeley.edu> <1100370491.18618.21.camel@les-home.futuresource.com> <1100382647.16217.2.camel@tapestry.home.net> Message-ID: <1100452953.30883.4.camel@les-home.futuresource.com> On Sat, 2004-11-13 at 15:50, Steve Wampler wrote: > Thanks for the info. I'm actually more concerned about > the RT upgrade - will my old 3.0.4 tables work with > the newer RT versions? Or do I need to move 3.0.4 > over the newer server so that RT can upgrade itself? Look at section 5b of the README file for the database schema upgrade procedures for different versions (oddly enough, I don't think this is mentioned in the UPGRADE file). You shouldn't need any of the old code, but you should do those steps before anything else with the old database. --- Les Mikesell les at futuresource.com From les at futuresource.com Sun Nov 14 12:42:13 2004 From: les at futuresource.com (Les Mikesell) Date: Sun, 14 Nov 2004 11:42:13 -0600 Subject: [rt-users] most recent visited tickets In-Reply-To: <003001c4c9b1$886a51c0$8fe47944@office> References: <003001c4c9b1$886a51c0$8fe47944@office> Message-ID: <1100454133.30883.25.camel@les-home.futuresource.com> On Sat, 2004-11-13 at 12:49, Chance Ervin wrote: > Is there a way to make your RT home page display a number of most > recent visited tickets? > Maybe the last 5 tickets the user has viewed? > > Or may this be coming up in a later release? I don't have an answer, but I'd like something slightly different. Is there a way to either automatically change the status and/or priority depending on whether the requester has the last response in the series? For the queues that are question/answer style and you aren't quite sure if a problem is solved it would be nice to have some kind of hint when it is your turn to reply without completely hiding the ones where you are waiting. Is there some way to color-code, or sort to the bottom, or do some kind of automatic stall-for-specified-time to reduce the clutter from tickets that don't need action right now? Sometimes it works to resolve them and let the response re-open, but some need a follow up at some point even if there is no response. --- Les Mikesell les at futuresource.com From les at futuresource.com Sun Nov 14 12:56:22 2004 From: les at futuresource.com (Les Mikesell) Date: Sun, 14 Nov 2004 11:56:22 -0600 Subject: [rt-users] RT 3.3.11 - Second beta In-Reply-To: <20041114020724.GW3330@pallas.eruditorum.org> References: <20041114020724.GW3330@pallas.eruditorum.org> Message-ID: <1100454981.30883.40.camel@les-home.futuresource.com> On Sat, 2004-11-13 at 20:07, Jesse wrote: > * schema updater for Pg and mysql; Oracle comes later and > SQLite is nontrivial. How about a generic ticket->XML and XML->ticket export/import pair that would work across any/all combinations of rt versions and databases if you can come up with an xml schema that can describe all the elements? --- Les Mikesell les at futuresource.com From rt-users at jimmo.com Sun Nov 14 15:53:03 2004 From: rt-users at jimmo.com (James Mohr) Date: Sun, 14 Nov 2004 21:53:03 +0100 Subject: [rt-users] Newbie question: user front end In-Reply-To: <20041114153844.X71370@albert.purple-crayon.co.uk> References: <200411141726.13668.rt-users@jimmo.com> <20041114153844.X71370@albert.purple-crayon.co.uk> Message-ID: <200411142153.03989.rt-users@jimmo.com> On Sunday 14 November 2004 16:39, Tom Beard wrote: > From http://wiki.bestpractical.com/index.cgi?ManualInstallation > > "If you intend to let ticket requestors use the requestor-mode web > interface, you should grant the role of Requestor the right Show Ticket." > > I think thats what you're after, right? > > Regards, > Tom > Thanks! That seems to be it. I think I was confused and assumed that a user was only a "support rep". I am used to a help desk tool that defines these entities as a Person. Then a person can be a requestor (caller) as well as have an account assigned to them to give them access to the "support rep" aspects as well as admin (if the right has been given). Regards, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info From lists at openunix.de Sun Nov 14 16:18:04 2004 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Sun, 14 Nov 2004 22:18:04 +0100 Subject: [rt-users] HTML Mail Message-ID: <20041114211804.GA17093@bofh.hanau.net> Hello everyone, our rt3 installation (3.0.11-5, debian) does not assign the correct content-type to messages, which are non-multipart html. Example (as being produced from web.de's web frontend): [...] MIME-Version: 1.0 Content-Type: text/html; charset="iso-8859-1" Organization: http://freemail.web.de/ rt does convert the html-file into an attachment, but doesn't transfer the content-type corrently. Inside rt, the file is only avaiable as "text/plain", while it should keep "text/html", which causes the browser not to parse the markup. Is this a known issue or a local configuration problem? Maybe, it is possible to convert html messages to plain text via lyns or perl (html2text)? Thanks, Franz Georg K?hler From rvyhmeister at aiias.edu Mon Nov 15 03:06:42 2004 From: rvyhmeister at aiias.edu (Ronald Vyhmeister) Date: Mon, 15 Nov 2004 16:06:42 +0800 Subject: [rt-users] Problems with 3.2.2 on Debian Message-ID: <200411150808.iAF88DvE023009@fs1.aiias.edu> I've tried to install rt 3.2.2 on Debian... It works fine if I use the http://host/rt/index.html to enter... Without the index.html appended, the apache error log says Attempt to serve directory: /usr/share/request-tracker3.2/html/ This is a problem any time the link points just to the directory name (such as the link to "Home")... I'm using apache2, and I think I've followed all the instructions... Here are the various configuration files I've modified (sanitized of course). Any help is appreciated. Ron >From /etc/request-tracker3.2/RT_SiteConfig.pm Set($rtname, 'host.aiias.edu'); Set($Organization, 'aiias.edu'); Set($CorrespondAddress , 'rt at host.aiias.edu'); Set($CommentAddress , 'rt-comment at host.aiias.edu'); Set($DatabaseType, 'Pg'); # e.g. Pg or mysql Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'password'); Set($DatabaseName , 'rtdb'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://host.aiias.edu/"); >From /etc/request-tracker3.2/apache2-modperl2.conf Alias /rt /usr/share/request-tracker3.2/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /usr/share/request-tracker3.2/libexec/webmux.pl PerlSetVar MasonArgsMethod CGI RewriteEngine on # You might need to alter these two lines which refer to /rt to match # whatever base URL you are using for your rt3 site. RewriteRule ^/rt$ /rt/ RewriteRule ^/rt/(.*)$ /usr/share/request-tracker3.2/html/$1 RewriteCond %{REQUEST_FILENAME} -d RewriteRule ^(/usr/share/request-tracker3.2/html.*)/$ $1/index.html SetHandler default-handler Options Indexes SetHandler perl-script PerlHandler RT::Mason >From /etc/apache2/httpd.conf Include /etc/request-tracker3.2/apache2-modperl2.conf -------------------------------------- Ronald Vyhmeister, PhD rvyhmeister at aiias.edu Chairman, Department of Business AIIAS Technology is dominated by two kinds of people: Those who manage what they do not understand and those who understand that which they do not manage. --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.791 / Virus Database: 535 - Release Date: 11/8/2004 From lendl at nic.at Mon Nov 15 07:36:55 2004 From: lendl at nic.at (Otmar Lendl) Date: Mon, 15 Nov 2004 13:36:55 +0100 Subject: [rt-users] Success/Error reporting for scrips In-Reply-To: <20041105223041.GA30920@unisrv.net> References: <20041105223041.GA30920@unisrv.net> Message-ID: <20041115123654.GA2954@nic.at> Hi, I've got similar issues as CJ Kucera asked recently: In my case I use a custom script to create an attachment to a ticket when the status changes in a certain way. I'd like to inform the user whether that operation succeeded, preferrably consistent with all the other messages within the "Result" box. Is there any way a scrip can make a message appear there? [Being able to abort the whole transaction whould be nice, too.] /ol -- < Otmar Lendl (lendl at nic.at) | nic.at Systems Engineer > From partem_r at yahoo.com Mon Nov 15 11:38:22 2004 From: partem_r at yahoo.com (Partom Rule) Date: Mon, 15 Nov 2004 08:38:22 -0800 (PST) Subject: [rt-users] Internal Server Error In-Reply-To: <1100218921.14514.12.camel@moola.futuresource.com> Message-ID: <20041115163822.22653.qmail@web50802.mail.yahoo.com> Hello all I have freebsd53b6 current, mod_perl-1.29_1 Apache 1.3.33 mysql-server-4.1.7 rt 3.0.12 I am trying to load RT at http://localhost and i get an error. It happend after i added mod_perl to httpd.conf ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I get this error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, you at your.address and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Apache/1.3.33 Server at saruman.isengard.no-ip.org Port 80 I am stumpped. Can some one help? __________________________________ Do you Yahoo!? Check out the new Yahoo! Front Page. www.yahoo.com From aharrison at gmail.com Mon Nov 15 11:49:29 2004 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 15 Nov 2004 11:49:29 -0500 Subject: [rt-users] WikiSpam Message-ID: I like Kwiki but this is getting ridiculous. Suggestions... * Write a snippet that grabs and null routes the list of IP's from here: http://www.openwiki.com/ow.asp?WikiSpammers * Start using authentication. I use Kwiki::Users::Remote on our local kwiki install. It works fine against apache's authentication. We have apache getting auth from a radius server, so I'm sure any method would be fine. The necessity of creating the user accts obviously makes this less attractive. * Related to previous, perhaps require an acct at rt3.fsck.com to have edit priviledges. -- Andy Harrison From Ruslan.Zakirov at acronis.com Mon Nov 15 11:51:47 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 15 Nov 2004 19:51:47 +0300 Subject: [rt-users] Internal Server Error In-Reply-To: <20041115163822.22653.qmail@web50802.mail.yahoo.com> References: <20041115163822.22653.qmail@web50802.mail.yahoo.com> Message-ID: <4198DEA3.5010707@acronis.com> Start from apache error log. Useful info is there. Partom Rule wrote: > Hello all > I have freebsd53b6 current, > mod_perl-1.29_1 > Apache 1.3.33 > mysql-server-4.1.7 > rt 3.0.12 > > I am trying to load RT at http://localhost and i get > an error. > It happend after i added mod_perl to httpd.conf > > > ServerName your.rt.server.hostname > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > I get this error: > > Internal Server Error > The server encountered an internal error or > misconfiguration and was unable to complete your > request. > Please contact the server administrator, > you at your.address and inform them of the time the error > occurred, and anything you might have done that may > have caused the error. > More information about this error may be available in > the server error log. > Apache/1.3.33 Server at saruman.isengard.no-ip.org > Port 80 > > I am stumpped. Can some one help? > > From jalgermissen at topicmapping.com Mon Nov 15 12:54:32 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Mon, 15 Nov 2004 18:54:32 +0100 Subject: [rt-users] Internal Server Error References: <20041115163822.22653.qmail@web50802.mail.yahoo.com> Message-ID: <4198ED58.228F1C45@topicmapping.com> Partom Rule wrote: > I am trying to load RT at http://localhost and i get > an error. > It happend after i added mod_perl to httpd.conf > > > ServerName your.rt.server.hostname > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > You maybe should finish the configuration? (see 'your' above) > I get this error: > > Internal Server Error > The server encountered an internal error or > misconfiguration and was unable to complete your > request. > Please contact the server administrator, > you at your.address and inform them of the time the error > occurred, and anything you might have done that may > have caused the error. > More information about this error may be available in > the server error log. So then....what does the error log say? Jan > Apache/1.3.33 Server at saruman.isengard.no-ip.org > Port 80 > > I am stumpped. Can some one help? > > > __________________________________ > Do you Yahoo!? > Check out the new Yahoo! Front Page. > www.yahoo.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Jan Algermissen Consultant & Programmer http://www.jalgermissen.com From john at trdlnk.com Mon Nov 15 13:18:15 2004 From: john at trdlnk.com (John Giles) Date: Mon, 15 Nov 2004 12:18:15 -0600 Subject: [rt-users] RT 3.2.2 Can't delete query line in Query Builder In-Reply-To: <20041114020724.GW3330@pallas.eruditorum.org> References: <20041114020724.GW3330@pallas.eruditorum.org> Message-ID: RT 3.2.2 Mandrake 10 Mysql 4 Perl 5.8.3 FastCGI I upgraded RT 3.0.8 to RT 3.2.2 and it has been running very well. One user noticed that he couldn't DELETE a line in the Query Builder in the upper right corner of the page. I can reproduce the problem easily. Highlight a line: AND Queue = 'incoming' Click Delete. The page refreshes/reloads but the entry in the Query is not deleted. Any thoughts ? John Giles john at trdlnk.com From ccahill at irp.com Mon Nov 15 13:13:46 2004 From: ccahill at irp.com (Chris Cahill) Date: Mon, 15 Nov 2004 13:13:46 -0500 Subject: [rt-users] Generating Reports and Adding Custom Statuses Message-ID: <174940B3-3732-11D9-A4AE-0003939D3296@irp.com> Hello, I am using RT version 3.0.4 and I'd like to add some functionality to the system so that we can use it to track internal development. My managers have requested a way to get reports from RT (All tickets under x Custom Field, All tickets owned by x user, All tickets by x date, etc) with all comments for each ticket included. Is there an easy way to implement this, or has it already been done? The goal is either a file or a page that can be printed in one shot, instead of doing a search for the tickets that match the criteria, then printing each individually. Also, they would like to add a status ("In Testing") and rename "Stalled" to "On Hold". How hard is this to accomplish? Note - I have about zero perl knowledge >.< Thanks for your help and time, -Chris. --- [This E-mail was scanned for viruses by Declude Virus Detection Software [mail.irpweb.net]] From jesse at bestpractical.com Mon Nov 15 13:40:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Nov 2004 13:40:22 -0500 Subject: [rt-users] WikiSpam In-Reply-To: References: Message-ID: <20041115184022.GZ7898@pallas.eruditorum.org> On Mon, Nov 15, 2004 at 11:49:29AM -0500, Andy Harrison wrote: > I like Kwiki but this is getting ridiculous. Indeed. I've been talking to Ingy, Kwiki's author about possible solutions. My first cut to cut down on links to known spam sites helped for a bit but it just isn't cutting it. > Suggestions... > > * Write a snippet that grabs and null routes the list of IP's from here: > http://www.openwiki.com/ow.asp?WikiSpammers If it were actually an RBL, I'd consider it, but I'm uncomfortable scraping a wiki page to determine who to blacklist... From vakumar at blackrock.com Mon Nov 15 13:44:17 2004 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Mon, 15 Nov 2004 13:44:17 -0500 Subject: [rt-users] RT Upgrade scripts Message-ID: Hi, We are in the process of upgrading from 3.0.8 to the latest version and it appears that version 3.3.0 had changes with respect to CustomFields. Since CustomFields now need explicit permissions for users to be able to view them, the CustomFields that were previously created now no longer show up by default. Before 3.3.0, all users who had access to a Queue can view all CustomFields in the Queue. So it appears that I need to write a SQL query to modify existing CustomFields such that: each group/user that has access to a Queue should also have rights to view/edit all CustomFields currently in that Queue. Has anyone already written a query similar to this? I could not find anything in the wiki site. Thanks, Vasanth From aharrison at gmail.com Mon Nov 15 15:36:01 2004 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 15 Nov 2004 15:36:01 -0500 Subject: [rt-users] rt-crontool notification problem Message-ID: I'm trying to get notifications working and I've been reading this page for info. http://wiki.bestpractical.com/index.cgi?TimedNotifications No matter what I do, I come up with the 'unexpected end of header' error in the rt.log. I see no reason why though. After a variety of attempts, here is the template, cut and pasted: ----------------------- Subject: { Ticket->Id } unowned after 48 hours! RT-Send-Cc: address at example.com The ticket { Ticket->Id } has been unowned for 2 days now. Get busy. ----------------------- No leading empty line. Definite empty line after my additional header fields. Just for kicks I also tried putting in a template that I know to be working and I get the same 'unexpected end of header' error. Here is my rt-crontool line command. ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg "Queue = 38 AND Status != 'resolved' AND Status != 'rejected' and due < 1000 " --action RT::Action::RecordComment --template NoDueDate FreeBSD 4.10-RELEASE-p3 #6 perl-5.8.5 DBIx::SearchBuilder-1.12 rt-3.2.2 -- Andy Harrison From cgibbons at du.edu Mon Nov 15 14:50:17 2004 From: cgibbons at du.edu (Carl Gibbons) Date: Mon, 15 Nov 2004 12:50:17 -0700 Subject: [rt-users] Custom scrip howto? Message-ID: <41990879.6020004@du.edu> I can do this: On Create, Notify AdminCCs as Comment, with template "Admin Comment." But instead, I want this: On Create, Notify "Alice," with template "Admin Comment" where Alice is one of the AdminCCs - I don't want every AdminCC e-mailed when the ticket is created, I just want to notify Alice. How to do it? I looked in the Wiki at http://wiki.bestpractical.com/index.cgi?WriteCustomAction but couldn't see how to massage the examples there to do what I want. - Carl From partem_r at yahoo.com Mon Nov 15 16:45:36 2004 From: partem_r at yahoo.com (Partom Rule) Date: Mon, 15 Nov 2004 13:45:36 -0800 (PST) Subject: [rt-users] Internal Server Error In-Reply-To: <4198ED58.228F1C45@topicmapping.com> Message-ID: <20041115214536.32618.qmail@web50802.mail.yahoo.com> this is what the error log say: DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 134 [Mon Nov 15 00:19:51 2004] [error] Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line 166\n DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 134 [Mon Nov 15 18:13:51 2004] [error] Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line 166\n DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 134 [Mon Nov 15 18:22:25 2004] [error] Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line 166\n DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 134 [Mon Nov 15 20:10:47 2004] [error] Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line 166\n < < < < < < < < < < < < < < < < < < < < < < < < < --- Jan Algermissen wrote: > Partom Rule wrote: > > > I am trying to load RT at http://localhost and i > get > > an error. > > It happend after i added mod_perl to httpd.conf > > > > > > ServerName your.rt.server.hostname > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > > PerlRequire /opt/rt3/bin/webmux.pl > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > You maybe should finish the configuration? (see > 'your' above) > > > I get this error: > > > > Internal Server Error > > The server encountered an internal error or > > misconfiguration and was unable to complete your > > request. > > Please contact the server administrator, > > you at your.address and inform them of the time the > error > > occurred, and anything you might have done that > may > > have caused the error. > > More information about this error may be > available in > > the server error log. > > So then....what does the error log say? > > > Jan > > > > > Apache/1.3.33 Server at saruman.isengard.no-ip.org > > Port 80 > > > > I am stumpped. Can some one help? > > > > > > __________________________________ > > Do you Yahoo!? > > Check out the new Yahoo! Front Page. > > www.yahoo.com > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at > http://wiki.bestpractical.com > > -- > Jan Algermissen > Consultant & Programmer > http://www.jalgermissen.com > __________________________________ Do you Yahoo!? The all-new My Yahoo! - Get yours free! http://my.yahoo.com From rrivera at comtex.com Mon Nov 15 16:37:12 2004 From: rrivera at comtex.com (Rimbert Rivera) Date: Mon, 15 Nov 2004 15:37:12 -0600 Subject: [rt-users] Problems with Bookmarkable URL for this search and the priority field Message-ID: The "Bookmarkable URL for this search" is not working for me any time I use "Priority is greater than" or "Priority is less than" as a search criteria. For example, if I do a new search and search for Priority is greater than 0, I get a lot of search results. I copy the Bookmarkable URL, logout and close my browser. I open a new browser and paste the copied URL but I get no search results, whether I log in before or after I paste the bookmarked URL. The search criteria is blank on the page but the URL shows that I should have some search criteria: /Search/Listing.html?Bookmark=FrT%3B%402%7C%252%7C%241%7C1%258%7C%2 411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CPriority %20%26gt%3B%200%248%7CPriority%241%7C%26gt%3B%241%7C0%241%7C2&TicketsSor tBy=id&TicketsSortOrder=ASC&RowsPerPage=50 If I use "Priority is equal to" or "Priority is not equal to", then the Bookmarkable URL works fine. Anyone else experience this? Is this fixed in newer releases? I've searched the list but didn't find a mention of this. We're running RT 3.0.6 with PERL 5.8.0 on RedHat 9. - Rim Rimbert Rivera Manager, Information Technology COMTEX News Network rrivera at comtex.com (703) 820-2000 Discover more about COMTEX at: http://www.comtex.com/ This e-mail is intended solely for the person or entity to which it is addressed and may contain confidential and/or privileged information. Any review, dissemination, copying, printing or other use of this e-mail by persons or entities other than the addressee is prohibited. If you have received this e-mail in error, please contact the sender immediately and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From evanderv at speednetllc.com Mon Nov 15 16:35:38 2004 From: evanderv at speednetllc.com (Eric Vanderveer) Date: Mon, 15 Nov 2004 16:35:38 -0500 Subject: [rt-users] Scrips Question Message-ID: I have set up a certain Queue up just for sales inquries. I wanted to use RT to not only add trouble tickes but to add sales inquiries for recording purposes. My question is how do I make a script that once a ticket is created under the Sales Queue it is resolved. If this is possible let me know. Thanks Eric Vanderveer SpeednetLLC Network Administrator evanderv at speednetllc.com From lists at openunix.de Mon Nov 15 17:01:20 2004 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Mon, 15 Nov 2004 23:01:20 +0100 Subject: [rt-users] HTML Mail In-Reply-To: <20041114211804.GA17093@bofh.hanau.net> References: <20041114211804.GA17093@bofh.hanau.net> Message-ID: <20041115220120.GA6049@bofh.hanau.net> No replys on this? Is this behaviour reproducible with the vanilla rt or is it debian related? From rkagan at yorku.ca Mon Nov 15 17:01:57 2004 From: rkagan at yorku.ca (Ramon Kagan) Date: Mon, 15 Nov 2004 17:01:57 -0500 (EST) Subject: [rt-users] Internal Server Error In-Reply-To: <20041115214536.32618.qmail@web50802.mail.yahoo.com> References: <20041115214536.32618.qmail@web50802.mail.yahoo.com> Message-ID: Well it's definitely an inability to connect to your mysql server. 1. First thing to check is if the user/password actually works: mysql -u -p if you can't get in, you need to add the user to the DB. 2. Check if and where the socket is actually activated in your mysql config. Those generally will help figure out the problem, but they are just from the top of my head. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 15 Nov 2004, Partom Rule wrote: > this is what the error log say: > > DBI connect('dbname=rt3;host=localhost','rt_user',...) > failed: Can't connect to local MySQL server through > socket '/tmp/mysql.sock' (2) at > /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm > line 134 > [Mon Nov 15 00:19:51 2004] [error] Connect Failed > Can't connect to local MySQL server through socket > '/tmp/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line > 166\n > DBI connect('dbname=rt3;host=localhost','rt_user',...) > failed: Can't connect to local MySQL server through > socket '/tmp/mysql.sock' (2) at > /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm > line 134 > [Mon Nov 15 18:13:51 2004] [error] Connect Failed > Can't connect to local MySQL server through socket > '/tmp/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line > 166\n > DBI connect('dbname=rt3;host=localhost','rt_user',...) > failed: Can't connect to local MySQL server through > socket '/tmp/mysql.sock' (2) at > /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm > line 134 > [Mon Nov 15 18:22:25 2004] [error] Connect Failed > Can't connect to local MySQL server through socket > '/tmp/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line > 166\n > DBI connect('dbname=rt3;host=localhost','rt_user',...) > failed: Can't connect to local MySQL server through > socket '/tmp/mysql.sock' (2) at > /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm > line 134 > [Mon Nov 15 20:10:47 2004] [error] Connect Failed > Can't connect to local MySQL server through socket > '/tmp/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line > 166\n > > > < < < < < < < < < < < < < < < < < < < < < < < < < > --- Jan Algermissen > wrote: > > > Partom Rule wrote: > > > > > I am trying to load RT at http://localhost and i > > get > > > an error. > > > It happend after i added mod_perl to httpd.conf > > > > > > > > > ServerName your.rt.server.hostname > > > DocumentRoot /opt/rt3/share/html > > > AddDefaultCharset UTF-8 > > > PerlModule Apache::DBI > > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > > PerlHandler RT::Mason > > > > > > > > > > You maybe should finish the configuration? (see > > 'your' above) > > > > > I get this error: > > > > > > Internal Server Error > > > The server encountered an internal error or > > > misconfiguration and was unable to complete your > > > request. > > > Please contact the server administrator, > > > you at your.address and inform them of the time the > > error > > > occurred, and anything you might have done that > > may > > > have caused the error. > > > More information about this error may be > > available in > > > the server error log. > > > > So then....what does the error log say? > > > > > > Jan > > > > > > > > > Apache/1.3.33 Server at saruman.isengard.no-ip.org > > > Port 80 > > > > > > I am stumpped. Can some one help? > > > > > > > > > __________________________________ > > > Do you Yahoo!? > > > Check out the new Yahoo! Front Page. > > > www.yahoo.com > > > > > > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at > > http://wiki.bestpractical.com > > > > -- > > Jan Algermissen > > Consultant & Programmer > > http://www.jalgermissen.com > > > > > > > __________________________________ > Do you Yahoo!? > The all-new My Yahoo! - Get yours free! > http://my.yahoo.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From SThomson at uua.org Mon Nov 15 17:17:02 2004 From: SThomson at uua.org (Scott Thomson) Date: Mon, 15 Nov 2004 17:17:02 -0500 Subject: [rt-users] Bookmarkable URL for Search no "button" Message-ID: Hey Folks, I've been looking in the WIKI and tried to search the archives for bookmarkable searches, I don't have a button for that feature, I can bookmark searches by bookmarking the URL that the Query Builder link links to on the left hand column. But my users aren't going to understand that and I want them to have searches they can easily bookmark (or rather I'm going to send them via e-mail searches to add to their bookmarks). Am I missing a permission somewhere, is it misconfigured? Any pointers to FM or otherwise are appreciated. We're running RT 3.2.0 on MySQL on RH Enterprise Server. Scott ------------------------------------------------------------------------ - Scott Thomson Unitarian Universalist Association Information Technology Services - Helpdesk 25 Beacon Street Boston, MA 02108 617-948-6109 Fax-617-725-8886 sthomson at uua.org ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rimbert Rivera Sent: Monday, November 15, 2004 4:37 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problems with Bookmarkable URL for this search and thepriority field The "Bookmarkable URL for this search" is not working for me any time I use "Priority is greater than" or "Priority is less than" as a search criteria. For example, if I do a new search and search for Priority is greater than 0, I get a lot of search results. I copy the Bookmarkable URL, logout and close my browser. I open a new browser and paste the copied URL but I get no search results, whether I log in before or after I paste the bookmarked URL. The search criteria is blank on the page but the URL shows that I should have some search criteria: /Search/Listing.html?Bookmark=FrT%3B%402%7C%252%7C%241%7C1%258%7C%2 411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CPriority %20%26gt%3B%200%248%7CPriority%241%7C%26gt%3B%241%7C0%241%7C2&TicketsSor tBy=id&TicketsSortOrder=ASC&RowsPerPage=50 If I use "Priority is equal to" or "Priority is not equal to", then the Bookmarkable URL works fine. Anyone else experience this? Is this fixed in newer releases? I've searched the list but didn't find a mention of this. We're running RT 3.0.6 with PERL 5.8.0 on RedHat 9. - Rim Rimbert Rivera Manager, Information Technology COMTEX News Network rrivera at comtex.com (703) 820-2000 Discover more about COMTEX at: http://www.comtex.com/ This e-mail is intended solely for the person or entity to which it is addressed and may contain confidential and/or privileged information. Any review, dissemination, copying, printing or other use of this e-mail by persons or entities other than the addressee is prohibited. If you have received this e-mail in error, please contact the sender immediately and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists.fsck.com at okra.org Mon Nov 15 17:34:40 2004 From: lists.fsck.com at okra.org (Dan Fulbright) Date: Mon, 15 Nov 2004 16:34:40 -0600 Subject: [rt-users] saved searches not being saved In-Reply-To: <4176836F.5030605@okra.org> References: <4176836F.5030605@okra.org> Message-ID: <41992F00.5020404@okra.org> > I recently upgraded from RT 3.0.10, Perl 5.6.1, and MySQL 3.23.56 to RT > 3.2.2 and Perl 5.8.5 (same MySQL as before). I followed all the > instructions to upgrade, including running all the rt-setup-database > commands on the directories in etc/upgrade. However, I can't save > searches. I can't seem to find any documentation on this. > > Could someone please shed some light on this? Someone off-list suggested that I upgrade to MySQL 4 and InnoDB, since this is a requirement for RT 3. I have done that, however, my saved searches still aren't being saved. Here's a summary of my environment: RT 3.2.2 Perl 5.8.5 MySQL 4.0.21 Apache 1.3.27 FastCGI 1.05 From Alan.Gibbs at itcdeltacom.com Mon Nov 15 18:05:34 2004 From: Alan.Gibbs at itcdeltacom.com (Gibbs, Alan) Date: Mon, 15 Nov 2004 18:05:34 -0500 Subject: [rt-users] Scrips Question Message-ID: See the wiki page contributed by Bill Gerrard http://wiki.bestpractical.com/index.cgi?ResolveTicket Works very well. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Eric Vanderveer Sent: Monday, November 15, 2004 3:36 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Scrips Question I have set up a certain Queue up just for sales inquries. I wanted to use RT to not only add trouble tickes but to add sales inquiries for recording purposes. My question is how do I make a script that once a ticket is created under the Sales Queue it is resolved. If this is possible let me know. Thanks Eric Vanderveer SpeednetLLC Network Administrator evanderv at speednetllc.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From seph at directionless.org Mon Nov 15 18:12:08 2004 From: seph at directionless.org (seph) Date: Mon, 15 Nov 2004 18:12:08 -0500 Subject: [rt-users] Re: Internal Server Error In-Reply-To: <20041115214536.32618.qmail@web50802.mail.yahoo.com> (Partom Rule's message of "Mon, 15 Nov 2004 13:45:36 -0800 (PST)") References: <20041115214536.32618.qmail@web50802.mail.yahoo.com> Message-ID: > DBI connect('dbname=rt3;host=localhost','rt_user',...) > failed: Can't connect to local MySQL server through > socket '/tmp/mysql.sock' (2) at well, is /tmp/mysql.sock where your mysql leaves it's socket? I bet not. mysql tries to use the socket to talk to the server when the hostname is localhost. However, DBD::mysql doesn't read my.cnf, which means that if your socket is in a funny location, you can lose trying to connect to database running on localhost. There are 2 easy ways to fix this. Not using "localhost" as the db server name should work, or you can set the environmental variable MYSQL_UNIX_PORT appropriately. for example, one of my RT_SiteConfig files has: $ENV{'MYSQL_UNIX_PORT'}="/opt/mysql/var/mysql.sock"; seph From seph at directionless.org Mon Nov 15 18:25:25 2004 From: seph at directionless.org (seph) Date: Mon, 15 Nov 2004 18:25:25 -0500 Subject: [rt-users] Re: Scrips Question In-Reply-To: (Eric Vanderveer's message of "Mon, 15 Nov 2004 16:35:38 -0500") References: Message-ID: > My question is how do I make a script that once a ticket is created > under the Sales Queue it is resolved. If this is possible let me > know. something like "on create" user defined action: (untested) { $self->TicketObj->SetStatus("resolved"); } seph From seph at directionless.org Mon Nov 15 18:27:37 2004 From: seph at directionless.org (seph) Date: Mon, 15 Nov 2004 18:27:37 -0500 Subject: [rt-users] Re: Bookmarkable URL for Search no "button" In-Reply-To: (Scott Thomson's message of "Mon, 15 Nov 2004 17:17:02 -0500") References: Message-ID: > I've been looking in the WIKI and tried to search the archives for > bookmarkable searches, I don't have a button for that feature, I can > bookmark searches by bookmarking the URL that the Query Builder link > links to on the left hand column. But my users aren't going to > understand that and I want them to have searches they can easily > bookmark (or rather I'm going to send them via e-mail searches to add to > their bookmarks). I'm not sure I understand what you're asking, and I'm not sure if you understand what that link does. Normally RT searches are done with post, which means there's no useful URL. The "bookmarkable URL" link is just a link to the current search with GET parameters, such that you could bookmark the page. It doesn't do any fancy javascript tricks to bookmark it for you. seph From rt at chaka.net Mon Nov 15 18:55:50 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 15 Nov 2004 18:55:50 -0500 Subject: [rt-users] Bookmarkable URL for Search no "button" In-Reply-To: References: Message-ID: <20041115235550.GN8403@chaka.net> RT has saved searches. You can create searches and then your users just jave to 'Load" them in the search interface. -Todd On Mon, Nov 15, 2004 at 05:17:02PM -0500, Scott Thomson wrote: > Hey Folks, > > I've been looking in the WIKI and tried to search the archives for > bookmarkable searches, I don't have a button for that feature, I can > bookmark searches by bookmarking the URL that the Query Builder link > links to on the left hand column. But my users aren't going to > understand that and I want them to have searches they can easily > bookmark (or rather I'm going to send them via e-mail searches to add to > their bookmarks). > > Am I missing a permission somewhere, is it misconfigured? Any pointers > to FM or otherwise are appreciated. > > We're running RT 3.2.0 on MySQL on RH Enterprise Server. > > Scott > > > ------------------------------------------------------------------------ > - > Scott Thomson > Unitarian Universalist Association > Information Technology Services - Helpdesk > 25 Beacon Street > Boston, MA 02108 > 617-948-6109 Fax-617-725-8886 > sthomson at uua.org > > > > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rimbert > Rivera > Sent: Monday, November 15, 2004 4:37 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Problems with Bookmarkable URL for this search and > thepriority field > > > > The "Bookmarkable URL for this search" is not working for me any time I > use "Priority is greater than" or "Priority is less than" as a search > criteria. For example, if I do a new search and search for Priority is > greater than 0, I get a lot of search results. I copy the Bookmarkable > URL, logout and close my browser. I open a new browser and paste the > copied URL but I get no search results, whether I log in before or after > I paste the bookmarked URL. The search criteria is blank on the page > but the URL shows that I should have some search criteria: > > link>/Search/Listing.html?Bookmark=FrT%3B%402%7C%252%7C%241%7C1%258%7C%2 > 411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CPriority > %20%26gt%3B%200%248%7CPriority%241%7C%26gt%3B%241%7C0%241%7C2&TicketsSor > tBy=id&TicketsSortOrder=ASC&RowsPerPage=50 > > If I use "Priority is equal to" or "Priority is not equal to", then the > Bookmarkable URL works fine. > > Anyone else experience this? Is this fixed in newer releases? I've > searched the list but didn't find a mention of this. > > We're running RT 3.0.6 with PERL 5.8.0 on RedHat 9. > > > - Rim > > Rimbert Rivera > Manager, Information Technology > COMTEX News Network > rrivera at comtex.com > (703) 820-2000 > Discover more about COMTEX at: http://www.comtex.com/ > > This e-mail is intended solely for the person or entity to which it is > addressed and may contain confidential and/or privileged information. > Any review, dissemination, copying, printing or other use of this e-mail > by persons or entities other than the addressee is prohibited. If you > have received this e-mail in error, please contact the sender > immediately and delete the material from any computer. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From autarch at urth.org Mon Nov 15 19:26:16 2004 From: autarch at urth.org (Dave Rolsky) Date: Mon, 15 Nov 2004 18:26:16 -0600 (CST) Subject: [rt-users] RT Blues.... In-Reply-To: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> References: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> Message-ID: On Fri, 5 Nov 2004, Chris Knipe wrote: > Nov 5 22:08:02 netsphere RT: Converting 'iso-8859-1' to 'utf-8' for > text/plain - > Nov 5 22:08:02 netsphere RT: Guessed encoding: ascii > Nov 5 22:08:02 netsphere RT: Guessed encoding: ascii > Nov 5 22:08:03 netsphere RT: About to think about scrips for transaction8 > Nov 5 22:08:03 netsphere RT: About to prepare scrips for transaction8 > Nov 5 22:08:03 netsphere RT: Found 3 scrips > Nov 5 22:08:03 netsphere RT: Scrip Prepare 17 died. - Undefined subroutine > &Scalar::Util::weaken called at /usr/local/rt/lib/RT/Action/Generic.pm line The weaken() function is only available if you have the _XS_ version of Scalar::Util. Try reinstalling this module and make sure that the XS version gets compiled. If you're on Windows I believe Randy Kobes' has this in his PPM repo. -dave /*=========================== VegGuide.Org Your guide to all that's veg. ===========================*/ From aharrison at gmail.com Mon Nov 15 20:47:20 2004 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 15 Nov 2004 20:47:20 -0500 Subject: [rt-users] Re: rt-crontool notification problem In-Reply-To: References: Message-ID: On Mon, 15 Nov 2004 15:36:01 -0500, Andy Harrison wrote: > ----------------------- > Subject: { Ticket->Id } unowned after 48 hours! > RT-Send-Cc: address at example.com > > The ticket { Ticket->Id } has been unowned for 2 days now. Get busy. > ----------------------- Not sure how this happened, but the template actually does have the correct variable { $Ticket->id }, not as what shows up previously { Ticket->Id }. Bizarre alteration... -- Andy Harrison From partem_r at yahoo.com Tue Nov 16 01:19:35 2004 From: partem_r at yahoo.com (Partom Rule) Date: Mon, 15 Nov 2004 22:19:35 -0800 (PST) Subject: [rt-users] Re: Internal Server Error In-Reply-To: Message-ID: <20041116061935.28386.qmail@web50810.mail.yahoo.com> --- seph wrote: > > DBI > connect('dbname=rt3;host=localhost','rt_user',...) > > failed: Can't connect to local MySQL server > through > > socket '/tmp/mysql.sock' (2) at I could not find this file mysql.sock. Where is this defenishion, at? on what file? > > well, is /tmp/mysql.sock where your mysql leaves > it's socket? I bet > not. > > mysql tries to use the socket to talk to the server > when the hostname > is localhost. However, DBD::mysql doesn't read > my.cnf, which means > that if your socket is in a funny location, you can > lose trying to > connect to database running on localhost. > > There are 2 easy ways to fix this. Not using > "localhost" as the db > server name should work, or you can set the > environmental variable > MYSQL_UNIX_PORT appropriately. for example, one of > my RT_SiteConfig > files has: > $ENV{'MYSQL_UNIX_PORT'}="/opt/mysql/var/mysql.sock"; where do i configure that? on what file? the configuration of mysql or RT? > > seph > __________________________________ Do you Yahoo!? Meet the all-new My Yahoo! - Try it today! http://my.yahoo.com From Ruslan.Zakirov at acronis.com Tue Nov 16 02:16:31 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 16 Nov 2004 10:16:31 +0300 Subject: [rt-users] HTML Mail In-Reply-To: <20041114211804.GA17093@bofh.hanau.net> References: <20041114211804.GA17093@bofh.hanau.net> Message-ID: <4199A94F.8080301@acronis.com> Franz Georg K?hler wrote: > Hello everyone, > > our rt3 installation (3.0.11-5, debian) does not assign the correct > content-type to messages, which are non-multipart html. > > Example (as being produced from web.de's web frontend): > > [...] > MIME-Version: 1.0 > Content-Type: text/html; charset="iso-8859-1" > Organization: http://freemail.web.de/ > > rt does convert the html-file into an attachment, but doesn't transfer > the content-type corrently. > Inside rt, the file is only avaiable as "text/plain", while it should > keep "text/html", which causes the browser not to parse the markup. > > Is this a known issue or a local configuration problem? It's not an issue, it's right behaviour. Protection from cross site scripting. Check RT Config.pm file there is special option that enable text/html content type. > > Maybe, it is possible to convert html messages to plain text via lyns > or perl (html2text)? In 3.0.x you can use html2text outside of RT in your mail delivery chain. RT-3.2.x and higher show stripped HTML parts in line so you may want to upgrade. > > > > > Thanks, > > Franz Georg K?hler > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Nov 16 02:26:34 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 16 Nov 2004 10:26:34 +0300 Subject: [rt-users] Re: Internal Server Error In-Reply-To: <20041116061935.28386.qmail@web50810.mail.yahoo.com> References: <20041116061935.28386.qmail@web50810.mail.yahoo.com> Message-ID: <4199ABAA.9040905@acronis.com> Partom Rule wrote: > --- seph wrote: > > > > DBI > > connect('dbname=rt3;host=localhost','rt_user',...) > > > failed: Can't connect to local MySQL server > > through > > > socket '/tmp/mysql.sock' (2) at > > I could not find this file mysql.sock. Where is this > defenishion, at? on what file? May be your mysql is stopped? Did you run `make initdb` while RT install? As variant you can add [mysqld] ... socket=/tmp/mysql.sock to /etc/my.cnf > > > > > well, is /tmp/mysql.sock where your mysql leaves > > it's socket? I bet > > not. > > > > mysql tries to use the socket to talk to the server > > when the hostname > > is localhost. However, DBD::mysql doesn't read > > my.cnf, which means > > that if your socket is in a funny location, you can > > lose trying to > > connect to database running on localhost. > > > > There are 2 easy ways to fix this. Not using > > "localhost" as the db > > server name should work, or you can set the > > environmental variable > > MYSQL_UNIX_PORT appropriately. for example, one of > > my RT_SiteConfig > > files has: > > > $ENV{'MYSQL_UNIX_PORT'}="/opt/mysql/var/mysql.sock"; > > where do i configure that? on what file? the > configuration of mysql or RT? > > > > > seph > > > > > > > __________________________________ > Do you Yahoo!? > Meet the all-new My Yahoo! - Try it today! > http://my.yahoo.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Nov 16 02:34:44 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 16 Nov 2004 10:34:44 +0300 Subject: [rt-users] Problems with Bookmarkable URL for this search and the priority field In-Reply-To: References: Message-ID: <4199AD94.9040301@acronis.com> Upgrade! This problem was resolved in 3.0.x, may be 3.1.x, but sure I recall problem with searches "greater then". Best regards. Ruslan. NOTE: You have a danger setup, perl 5.8.0 is known to be broken, this could lead to binary attachments corruption. Rimbert Rivera wrote: > The "Bookmarkable URL for this search" is not working for me any time I > use "Priority is greater than" or "Priority is less than" as a search > criteria. For example, if I do a new search and search for Priority is > greater than 0, I get a lot of search results. I copy the Bookmarkable > URL, logout and close my browser. I open a new browser and paste the > copied URL but I get no search results, whether I log in before or after > I paste the bookmarked URL. The search criteria is blank on the page > but the URL shows that I should have some search criteria: > > link>/Search/Listing.html?Bookmark=FrT%3B%402%7C%252%7C%241%7C1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CPriority%20%26gt%3B%200%248%7CPriority%241%7C%26gt%3B%241%7C0%241%7C2&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50 > > If I use "Priority is equal to" or "Priority is not equal to", then the > Bookmarkable URL works fine. > > Anyone else experience this? Is this fixed in newer releases? I've > searched the list but didn't find a mention of this. > > We're running RT 3.0.6 with PERL 5.8.0 on RedHat 9. > > > - Rim > > Rimbert Rivera > Manager, Information Technology > COMTEX News Network > rrivera at comtex.com > (703) 820-2000 > Discover more about COMTEX at: ___http://www.comtex.com/_ > This e-mail is intended solely for the person or entity to which it is > addressed and may contain confidential and/or privileged information. > Any review, dissemination, copying, printing or other use of this e-mail > by persons or entities other than the addressee is prohibited. If you > have received this e-mail in error, please contact the sender > immediately and delete the material from any computer. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From phil-rt-users at ipal.net Tue Nov 16 04:47:10 2004 From: phil-rt-users at ipal.net (Phil Howard) Date: Tue, 16 Nov 2004 03:47:10 -0600 Subject: [rt-users] finally perl modules installed - RT still cannot find them Message-ID: <20041116094710.GA30629@vega.ipal.net> I need the next idea to try. After a few weeks of doing battle with CPAN and perl modules, I finally got them to install. A couple things were installed by RPM. The rest was done by extracting tarballs downloaded from a CPAN mirror, and doing "perl Makefile.PL && make && make install". Looks like they all (the ones that had been reported by a previous RT testdeps as missing or the wrong version) are there now (I checked the files). But RT testdeps still says they are missing. The files are there. And when I do the following commands to test the modules myself, I don't see any problems: ============================================================================= [root at cypress /]# [root at cypress /]# perl -e 'use Cache::Cache ()' [root at cypress /]# perl -e 'use HTML::Mason 1.23 ()' [root at cypress /]# perl -e 'use XML::RSS ()' [root at cypress /]# perl -e 'use DBIx::SearchBuilder 1.01 ()' [root at cypress /]# perl -e 'use HTML::Scrubber 0.08 ()' [root at cypress /]# perl -e 'use Tree::Simple 1.04 ()' [root at cypress /]# perl -e 'use Module::Versions::Report ()' [root at cypress /]# perl -e 'use Time::HiRes ()' [root at cypress /]# ============================================================================= But I get this through RT. The "perl -V" output follows. ============================================================================= /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...MISSING Exception::Class 1.14...found HTML::Mason 1.23...MISSING MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS ...MISSING MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.01...MISSING Text::Template ...found File::Spec 0.8...found HTML::Entities ...found HTML::Scrubber 0.08...MISSING Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Tree::Simple 1.04...MISSING Scalar::Util ...found Module::Versions::Report ...MISSING DEV dependencies: Regexp::Common ...found Time::HiRes ...MISSING Test::Inline ...found Apache::Test ...found HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found ============================================================================= Here is the "perl -V" output in case it might help. ============================================================================= Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.4.21-15.el, archname=i386-linux-thread-multi uname='linux localhost.localdomain 2.4.21-15.el #1 sun may 16 02:45:06 edt 2004 i686 athlon i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' 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 -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-34)', 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 -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Built under linux Compiled at Oct 25 2004 15:10:20 @INC: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . ============================================================================= And FYI: ============================================================================= [root at cypress /]# uname -a Linux cypress.jdshelp.net 2.4.21-15.0.3.EL #1 Tue Jun 29 18:17:52 EDT 2004 i686 i686 i386 GNU/Linux [root at cypress /]# cat /etc/redhat-release Red Hat Enterprise Linux ES release 3 (Taroon Update 2) [root at cypress /]# gcc --version gcc (GCC) 3.2.3 20030502 (Red Hat Linux 3.2.3-39) Copyright (C) 2002 Free Software Foundation, Inc. This is free software; see the source for copying conditions. There is NO warranty; not even for MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. [root at cypress /]# ============================================================================= -- ----------------------------------------------------------------------------- | Phil Howard KA9WGN | http://linuxhomepage.com/ http://ham.org/ | | (first name) at ipal.net | http://phil.ipal.org/ http://ka9wgn.ham.org/ | ----------------------------------------------------------------------------- From jesse at bestpractical.com Tue Nov 16 07:18:16 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Nov 2004 07:18:16 -0500 Subject: [rt-users] RT Blues.... In-Reply-To: References: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> Message-ID: <20041116121816.GI7898@pallas.eruditorum.org> > The weaken() function is only available if you have the _XS_ version of > Scalar::Util. Try reinstalling this module and make sure that the XS > version gets compiled. If you're on Windows I believe Randy Kobes' has > this in his PPM repo. Oh. ow. Is there an easy way to probe for the XS version? If so, I'll add it to the dep list. > -dave > > /*=========================== > VegGuide.Org > Your guide to all that's veg. > ===========================*/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jure.simsic at mobitel.si Tue Nov 16 07:54:07 2004 From: jure.simsic at mobitel.si (Jure Simsic) Date: Tue, 16 Nov 2004 13:54:07 +0100 Subject: [rt-users] Bulk [merge into] fails for 3.2.2 Message-ID: <4199F86F.5080908@mobitel.si> I'm trying to merge a couple of tickets into one and get an error: > error: Can't call method "Name" without a package or object reference at /usr/local/rt3/lib/RT/Interface/Web.pm line 1173. > context: > ... > 1169: push ( @results, $msg ); > 1170: } > 1171: } > 1172: else { > 1173: push ( @results, "User asked for an unknown update type for custom field " . $cf->Name . " for ticket " . $Ticket->id ); > 1174: } > 1175: } > 1176: } > 1177: return (@results); > ... > code stack: /usr/local/rt3/lib/RT/Interface/Web.pm:1173 > /usr/local/rt3/share/html/Search/Bulk.html:270 > /usr/local/rt3/share/html/autohandler:221 (I have one custom field on the queue, all tickets are from this queue) I've tried to bulk-change owner and that went ok, i tried to merge only one, that was ok as well. It turns out it does merge the first one, but fails right after that I suppose. Anybody any clues? Thanx Jure p.s.And the raw error goes as such: > > Can't call method "Name" without a package or object reference at /usr/local/rt3/lib/RT/Interface/Web.pm line 1173. > > > 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 call method "Name" without a package or object reference at /usr/local/rt3/lib/RT/Interface/Web.pm line 1173.^J') called at /usr/local/rt3/lib/RT/Interface/Web.pm line 1173 > HTML::Mason::Commands::ProcessTicketCustomFieldUpdates('ARGSRef', 'HASH(0x14bc91c)') called at /usr/local/rt3/share/html/Search/Bulk.html line 270 > HTML::Mason::Commands::__ANON__('MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on ', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1693', 'on', 'UpdateTicket1688', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'o n', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') 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(0x1594da4)', 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1693', 'on', 'UpdateTicket1688', 'on', 'Ticket-Depend sOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1 711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1693', 'on', 'UpdateTicket1688', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket 1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x1559ed4)', 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1693', 'on', 'UpdateTicket1688', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject' , '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') called at /usr/local/rt3/share/html/autohandler line 221 > HTML::Mason::Commands::__ANON__('MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on ', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') 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(0x15a3c68)', 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef, 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'Update Ticket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1559ed4)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 > eval {...} 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(0x1559ed4)') 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(0xb8728c)', 'Apache=SCALAR(0x1456628)') called at /usr/local/rt3/bin/webmux.pl line 126 > eval {...} at /usr/local/rt3/bin/webmux.pl line 126 > RT::Mason::handler('Apache=SCALAR(0x1456628)') called at /dev/null line 0 > eval {...} at /dev/null line 0 From ch at westend.com Tue Nov 16 08:24:22 2004 From: ch at westend.com (Christian Hammers) Date: Tue, 16 Nov 2004 14:24:22 +0100 Subject: [rt-users] Generating Reports and Adding Custom Statuses In-Reply-To: <174940B3-3732-11D9-A4AE-0003939D3296@irp.com> References: <174940B3-3732-11D9-A4AE-0003939D3296@irp.com> Message-ID: <20041116132422.GA11241@westend.com> Hello Chris On Mon, Nov 15, 2004 at 01:13:46PM -0500, Chris Cahill wrote: > Also, they would like to add a status ("In Testing") and rename > "Stalled" to "On Hold". How hard is this to accomplish? I can help you with this. We implemented "waiting" (for customer to respond)" and will soon split to "waiting for reminder" and "waiting for autoclose" (if customer does not react within 4 days the case is considered as solved) which was a good idea I got from OTRS. Anyway, I remember that I entered the new state in very few files, I think it was even enough to write it in @@ /etc/request-tracker3.2/RT_SiteConfig.pm - @ActiveStatus = qw(new open stalled) unless @ActiveStatus; + @ActiveStatus = qw(new open stalled waiting) unless @ActiveStatus; and then adjust your search queries that waiting shows up in "my 10 high prio tickets" or in the "keyword search" from the upper right corner. See html/Elements/MyTickets and html/SelfService/Elements/MyRequests bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From les at futuresource.com Tue Nov 16 08:36:26 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 16 Nov 2004 07:36:26 -0600 Subject: [rt-users] finally perl modules installed - RT still cannot find them In-Reply-To: <20041116094710.GA30629@vega.ipal.net> References: <20041116094710.GA30629@vega.ipal.net> Message-ID: <1100612186.3375.12.camel@les-home.futuresource.com> On Tue, 2004-11-16 at 03:47, Phil Howard wrote: > I need the next idea to try. > > After a few weeks of doing battle with CPAN and perl modules, I finally > got them to install. A couple things were installed by RPM. The rest > was done by extracting tarballs downloaded from a CPAN mirror, and doing > "perl Makefile.PL && make && make install". Looks like they all (the > ones that had been reported by a previous RT testdeps as missing or the > wrong version) are there now (I checked the files). > > But RT testdeps still says they are missing. The files are there. And > when I do the following commands to test the modules myself, I don't see > any problems: If you are still trying to use mod_perl, you have to recompile apache and mod_perl to pick up the new version of perl you installed. If you use fastcgi instead you don't need to do that and you wouldn't need the Apache::* modules. You also shouldn't have to download CPAN tarballs by hand unless you are trying to get a special version. Running perl sbin/rt-test-dependencies --install with the options for your database and method should pick up everything for you. Or you can run 'perl -MCPAN -eshell' and 'install packagename' from there. --- Les Mikesell les at futuresource.com From evanderv at speednetllc.com Tue Nov 16 09:40:15 2004 From: evanderv at speednetllc.com (Eric Vanderveer) Date: Tue, 16 Nov 2004 09:40:15 -0500 Subject: [rt-users] Scrips Question Message-ID: Alan, Thanks that worked like a charm. Eric -----Original Message----- From: Gibbs, Alan [mailto:Alan.Gibbs at itcdeltacom.com] Sent: Monday, November 15, 2004 6:06 PM To: Eric Vanderveer; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Scrips Question See the wiki page contributed by Bill Gerrard http://wiki.bestpractical.com/index.cgi?ResolveTicket Works very well. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Eric Vanderveer Sent: Monday, November 15, 2004 3:36 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Scrips Question I have set up a certain Queue up just for sales inquries. I wanted to use RT to not only add trouble tickes but to add sales inquiries for recording purposes. My question is how do I make a script that once a ticket is created under the Sales Queue it is resolved. If this is possible let me know. Thanks Eric Vanderveer SpeednetLLC Network Administrator evanderv at speednetllc.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From aharrison at gmail.com Tue Nov 16 10:00:44 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 16 Nov 2004 10:00:44 -0500 Subject: [rt-users] CLI malformed rt response Message-ID: Whenever I try to use the bin/rt command line tool, it comes back with "rt: Malformed RT response from http://localhost." I tried modifying the file share/html/REST/1.0/search/ticket as suggested in http://lists.bestpractical.com/pipermail/rt-users/2004-October/026706.html but this didn't help. I've tried various commands like, rt ls "Priority > 5 and Status='new'" and rt ls -t user 34 but the result is always the same. The access_log shows: localhost - - [16/Nov/2004:09:46:46 -0500] "POST /REST/1.0/search/user HTTP/1.1" 200 4325 No errors in error_log. The rt.log shows: [Tue Nov 16 14:46:46 2004] [info]: Successful login for root from 127.0.0.1 (/usr/local/rt3/share/html/autohandler:182) And the debug output: # rt ls -t user 34 POST http://localhost/REST/1.0/search/user Content-Length: 203 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name="query" 34 --xYzZY Content-Disposition: form-data; name="user" root --xYzZY Content-Disposition: form-data; name="pass" xxxxxxxxxxxx --xYzZY-- HTTP/1.1 200 OK Cache-Control: no-cache Connection: close Date: Tue, 16 Nov 2004 14:46:46 GMT Pragma: no-cache Server: Apache Content-Type: text/html; charset=utf-8 Client-Date: Tue, 16 Nov 2004 14:46:46 GMT Client-Peer: 127.0.0.1:80 Client-Response-Num: 1 Client-Transfer-Encoding: chunked Link: /NoAuth/images/favicon.png>; rel="shortcut icon"; type="image/png" Link: ; rel="stylesheet"; type="text/css" Set-Cookie: RT_SID_.80=xxxxxxxxsnipxxxxxxxxx; path=/ Title:
error:  Insecure dependency in open while running setgid at /opt/perl-5.8.5/lib/5.8.5/i686-linux/IO/File.pm line 176, <_GEN_15> line 48.
context:  I have been looking at the 'rt' command and have a few questions. 1) When I use the CLI 'rt', it requires that a few environment variables are set RTUSER, RTPASSWD, RTSERVER. Even with 'Everyone' having permission to create a ticket in a given queue, I have been unable to get it to create the ticket without specifying an existing RT user. Can I not just set the RTUSER to be the requestor's email address and leave the password blank? 2) If I have custom fields for a queue, how can I set them through using the command line? I saw the 'set field=val' parameter, but when I try to set a custom field using that method, it says that it is an 'Unknown field.' Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University 812.855.9617 rmroland at indiana.edu From lance at uklinux.net Tue Nov 2 18:07:42 2004 From: lance at uklinux.net (Lance Davis) Date: Tue, 2 Nov 2004 23:07:42 +0000 (GMT) Subject: [rt-users] rt hard to use In-Reply-To: Message-ID: Unless I am missing something fundamental, having been trialling rt for a couple of weeks there seem to be some obvious things missing / wrong . Maybe someone could point me in the right direction ... Firstly and most important there doesnt seem to be a way to differentiate between tickets that we last updated and tickets that clients have responded to. We need to see ones that clients have responded to and answer their response, but dont need to look at ones that we responded to last. In a system that we last used there were two distinct 'open' statuses for this purpose - 'open support' and 'open customer (requestor)' Otherwise we either have to follow the email threads to see responses and then find the ticket in rt, or look through all of the tickets, or somehow hope to remember all the tickets .... Secondly if we want to create a ticket in rt and have an email sent to a customer that seems hard to do. The other gripes are to do mainly with the user interface and where you are left after doing things, I think it could be made a lot more user friendly / intuitive with a little bit of work. For example if you have merged two tickets, what is the point of leaving you on the merged away from ticket that doesnt exist any more ?? Similarily if you have deleted a ticket ... Also I would like to see a 'delete' header like the resolve one to make it easier to get rid of spam. Another minor niggle that is probably easily fixed is that bulk update starts with all selected, but there is no 'deselect all' button, otherwise I feel that it should start with none selected ... or allow you to select which tickets you sent through to bulk update. Regards Lance -- uklinux.net - The ISP of choice for the discerning Linux user. From pmcgraw at myrealbox.com Tue Nov 2 19:01:18 2004 From: pmcgraw at myrealbox.com (Paula McGraw) Date: Tue, 02 Nov 2004 19:01:18 -0500 Subject: [rt-users] Problem with ticket history search Message-ID: <1099440078.8c65377cpmcgraw@myrealbox.com> Per my understanding of ticket search history, I expect the following actions to perform a content search Logon - running 3.0.12 on a Windows host Select Tickets New Search Ticket attachment content matches textstring Current search criteria displays Content LIKE textstring Select Search Result is no tickets found. Have I misunderstood or is this feature not implemented with Windows port? -- This message was sent with an unlicensed evaluation version of Novell NetMail. Please see http://www.netmail.com/ for details. From carl at xena.IPAustralia.gov.au Tue Nov 2 18:49:34 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 03 Nov 2004 10:49:34 +1100 Subject: [rt-users] What is the easiest *nix to use with RT In-Reply-To: <4187EF29.E34632D2@utoronto.ca> References: <4187EF29.E34632D2@utoronto.ca> Message-ID: <41881D0E.8030708@xena.ipaustralia.gov.au> Hi Ron, Ron Tyro wrote: >What is the easiest version *nix to use with RT. I am stuck with an IBM >Optiplex GX260 for my evaluation of RT. > This is being typed on FreeBSD on an Optiplex GX270 which configured up very easy. We also run our RT instance on FreeBSD. I'd recommend FreeBSD and the RT3 port. Carl. From lance at uklinux.net Tue Nov 2 19:58:42 2004 From: lance at uklinux.net (Lance Davis) Date: Wed, 3 Nov 2004 00:58:42 +0000 (GMT) Subject: [rt-users] rt hard to use In-Reply-To: <015a01c4c13e$9e11db40$e6ec6f83@robinson.cam.ac.uk> Message-ID: On Wed, 3 Nov 2004, Max Bowsher wrote: > Lance Davis wrote: > > Unless I am missing something fundamental, having been trialling rt for a > > couple of weeks there seem to be some obvious things missing / wrong . > > > > Maybe someone could point me in the right direction ... > > Well, one of the good things about RT is that it is massively customizable, > and indeed, AFAICS intended to be moulded into the specific workflow you > wish to use it in. > An "On Correspond/User defined action" scrip can help here. For example, I'm > doing more-or-less what you suggest above, using the "new" and "open" > statuses. > > Here's my code: > > my $u = RT::User->new($RT::SystemUser); > $u->Load($self->TransactionObj->CreatorObj->Id); > $self->TicketObj->SetStatus( $u->Privileged() ? 'open' : 'new' ); so effectively if I understand right when the customer responds the status gets set to 'new' ??? > > > Secondly if we want to create a ticket in rt and have an email sent to a > > customer that seems hard to do. > > Well, you could copy the requestor email address into the "Cc:" box - not > amazingly elegant, but it works. > but then wouldnt the requestor get a copy of any email he sends as well as 2 copies of further correspondence ?? presumably you would need to delete him as a cc after creating the ticket ?? > > Similarily if you have deleted a ticket ... > > Then where would it be sensible for it to take you? back to the list of tickets you last looked at ?? > > Also I would like to see a 'delete' header like the resolve one to make it > > easier to get rid of spam. > > If you are prepared to do a little work with Perl, you can add one quite > easily. I'll look into that ... Thanks for your input :) Lance -- uklinux.net - The ISP of choice for the discerning Linux user. From rickm at 3d3.com Tue Nov 2 20:15:08 2004 From: rickm at 3d3.com (Rick Measham) Date: Wed, 03 Nov 2004 12:15:08 +1100 Subject: [rt-users] rt hard to use In-Reply-To: References: Message-ID: <1099444507.5485.5.camel@rickm.local> On Wed, 2004-11-03 at 10:07, Lance Davis wrote: > Firstly and most important there doesnt seem to be a way to differentiate > between tickets that we last updated and tickets that clients have > responded to. We need to see ones that clients have responded to and > answer their response, but dont need to look at ones that we responded to > last. > > In a system that we last used there were two distinct 'open' statuses for > this purpose - 'open support' and 'open customer (requestor)' G'day Lance, I've created additional statuses to handle workflow. new - Tickets that have been created replied - Tickets that have been responded to by us open - Tickets that have been responded to by the client closed - Tickets that we believe to be finished resolved - Tickets that the client agrees are resolved To do this, I adjust the options on the bar at the top of the page when viewing the ticket. Now when we hit 'reply' the status defaults to 'replied'. When they hit 'reply' it's changed to 'open'. When we hit resolve it defaults to closed and when they hit resolve it defaults to resolved. I can share stuff if you want but it is a simple hack. Cheers! Rick -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From maxb at ukf.net Tue Nov 2 19:46:20 2004 From: maxb at ukf.net (Max Bowsher) Date: Wed, 3 Nov 2004 00:46:20 -0000 Subject: [rt-users] rt hard to use References: Message-ID: <015a01c4c13e$9e11db40$e6ec6f83@robinson.cam.ac.uk> Lance Davis wrote: > Unless I am missing something fundamental, having been trialling rt for a > couple of weeks there seem to be some obvious things missing / wrong . > > Maybe someone could point me in the right direction ... Well, one of the good things about RT is that it is massively customizable, and indeed, AFAICS intended to be moulded into the specific workflow you wish to use it in. > Firstly and most important there doesnt seem to be a way to differentiate > between tickets that we last updated and tickets that clients have > responded to. We need to see ones that clients have responded to and > answer their response, but dont need to look at ones that we responded to > last. > > In a system that we last used there were two distinct 'open' statuses for > this purpose - 'open support' and 'open customer (requestor)' > > Otherwise we either have to follow the email threads to see responses and > then find the ticket in rt, or look through all of the tickets, or somehow > hope to remember all the tickets .... An "On Correspond/User defined action" scrip can help here. For example, I'm doing more-or-less what you suggest above, using the "new" and "open" statuses. Here's my code: my $u = RT::User->new($RT::SystemUser); $u->Load($self->TransactionObj->CreatorObj->Id); $self->TicketObj->SetStatus( $u->Privileged() ? 'open' : 'new' ); > Secondly if we want to create a ticket in rt and have an email sent to a > customer that seems hard to do. Well, you could copy the requestor email address into the "Cc:" box - not amazingly elegant, but it works. > The other gripes are to do mainly with the user interface and where you > are left after doing things, I think it could be made a lot more user > friendly / intuitive with a little bit of work. > > For example if you have merged two tickets, what is the point of leaving > you on the merged away from ticket that doesnt exist any more ?? True enough, I suppose that should go into RT's own RT as an enhancement request - assuming it's not already there, of course. > Similarily if you have deleted a ticket ... Then where would it be sensible for it to take you? > Also I would like to see a 'delete' header like the resolve one to make it > easier to get rid of spam. If you are prepared to do a little work with Perl, you can add one quite easily. > Another minor niggle that is probably easily fixed is that bulk update > starts with all selected, but there is no 'deselect all' button, otherwise > I feel that it should start with none selected ... or allow you to select > which tickets you sent through to bulk update. Ditto, enhancement request. Max. From jens at cyber.com.au Tue Nov 2 20:55:35 2004 From: jens at cyber.com.au (Jens Porup) Date: Wed, 3 Nov 2004 12:55:35 +1100 Subject: [rt-users] Archive A Single Queue Message-ID: <20041103015535.GA10551@vanilla.office.cyber.com.au> G'day, Because some of our clients are government types with a privacy fetish, we need to be able to say that: * we've complete erased a particular queue from our RT instance * archived all that queue-specific data on say, a CD, so it can be returned to them on request Any suggestions on the best way to do this in RT 3.2.2 with mysql? My current train of thought goes like this: Copy the entire 'rt3' database to database 'foo' Delete everything in backup 'foo' that is not specifically associated with Queue 'X' mysqldump database 'foo' Delete everything in live 'rt3' database that IS related to Queue 'X' Delete database 'foo' Is RTx::Shredder the best way to approach this? Or is there a better way? Thanks, Jens From lance at uklinux.net Tue Nov 2 22:23:32 2004 From: lance at uklinux.net (Lance Davis) Date: Wed, 3 Nov 2004 03:23:32 +0000 (GMT) Subject: [rt-users] rt hard to use In-Reply-To: <1099444507.5485.5.camel@rickm.local> Message-ID: On Wed, 3 Nov 2004, Rick Measham wrote: > On Wed, 2004-11-03 at 10:07, Lance Davis wrote: > > Firstly and most important there doesnt seem to be a way to differentiate > > between tickets that we last updated and tickets that clients have > > responded to. We need to see ones that clients have responded to and > > answer their response, but dont need to look at ones that we responded to > > last. > > > > In a system that we last used there were two distinct 'open' statuses for > > this purpose - 'open support' and 'open customer (requestor)' > > G'day Lance, > I've created additional statuses to handle workflow. > > new - Tickets that have been created > replied - Tickets that have been responded to by us > open - Tickets that have been responded to by the client > closed - Tickets that we believe to be finished > resolved - Tickets that the client agrees are resolved > > To do this, I adjust the options on the bar at the top of the page when > viewing the ticket. Now when we hit 'reply' the status defaults to > 'replied'. When they hit 'reply' it's changed to 'open'. When we hit > resolve it defaults to closed and when they hit resolve it defaults to > resolved. > > I can share stuff if you want but it is a simple hack. I would be very grateful ... Regards Lance > > Cheers! > Rick > -- uklinux.net - The ISP of choice for the discerning Linux user. From matt at netjam.net Tue Nov 2 23:33:19 2004 From: matt at netjam.net (Matthew D. Stevens) Date: Tue, 02 Nov 2004 22:33:19 -0600 Subject: [rt-users] rt hard to use In-Reply-To: <1099444507.5485.5.camel@rickm.local> References: <1099444507.5485.5.camel@rickm.local> Message-ID: <41885F8F.9020603@netjam.net> Is there any way to make it default to descending instead of ascending when first opening a queue? Thats the only thing that really annoys me about the interface rt 2.0.15 rh 7.3 Rick Measham wrote: >On Wed, 2004-11-03 at 10:07, Lance Davis wrote: > > >>Firstly and most important there doesnt seem to be a way to differentiate >>between tickets that we last updated and tickets that clients have >>responded to. We need to see ones that clients have responded to and >>answer their response, but dont need to look at ones that we responded to >>last. >> >>In a system that we last used there were two distinct 'open' statuses for >>this purpose - 'open support' and 'open customer (requestor)' >> >> > >G'day Lance, >I've created additional statuses to handle workflow. > >new - Tickets that have been created >replied - Tickets that have been responded to by us >open - Tickets that have been responded to by the client >closed - Tickets that we believe to be finished >resolved - Tickets that the client agrees are resolved > >To do this, I adjust the options on the bar at the top of the page when >viewing the ticket. Now when we hit 'reply' the status defaults to >'replied'. When they hit 'reply' it's changed to 'open'. When we hit >resolve it defaults to closed and when they hit resolve it defaults to >resolved. > >I can share stuff if you want but it is a simple hack. > >Cheers! >Rick > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- -- Matthew D. Stevens Sales and Purchasing matt at netjam.net Netjam, LLC http://www.netjam.net 333 Texas St. VISA/MC/AMEX/COD Suite 1401 90 day warranty Shreveport, LA 71101 p: 318-212-0245 f: 318-212-0246 Toll Free: 866-2-NETJAM AIM: Matt At Netjam -------------- next part -------------- A non-text attachment was scrubbed... Name: matt.vcf Type: text/x-vcard Size: 295 bytes Desc: not available URL: From paulm at fedinternational.com Wed Nov 3 01:53:57 2004 From: paulm at fedinternational.com (Paul McAlister) Date: Wed, 3 Nov 2004 17:53:57 +1100 Subject: [rt-users] attaching user information when replying to a ticket Message-ID: <001101c4c171$e442ba20$3f5aa8c0@yourtraagwl48w> Hi we are a support firm, and have just begun looking at request tracker as a way of tracking the progress of our support calls. We have created a default queue called support of which all our support email enters rt so that we can monitor their progress. The problem we are finding is that when we receive a support email and it enters rt as a new ticket, when we reply to the sender through the rt interface the header of the email back to the sender is of the form:- From: postmaster at brown on behalf of support at ourdomain.com What we would like to do is have the email coming back with the From tag as:- postmaster at brown; on behalf of on behalf of My Name via RT [support at ourdomain.com]. This would be more informative to our clients on who has actually handled the support issue. We have seen this style of header from other firms. However do not know how to set this up. Could someone please help. Cheers Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From paulm at fedinternational.com Wed Nov 3 02:10:10 2004 From: paulm at fedinternational.com (Paul McAlister) Date: Wed, 3 Nov 2004 18:10:10 +1100 Subject: [rt-users] attaching user information when replying to a ticket Message-ID: <001a01c4c174$2805c390$3f5aa8c0@yourtraagwl48w> Hi we are a support firm, and have just begun looking at request tracker as a way of tracking the progress of our support calls. We have created a default queue called support of which all our support email enters rt so that we can monitor their progress. The problem we are finding is that when we receive a support email and it enters rt as a new ticket, when we reply to the sender through the rt interface the header of the email back to the sender is of the form:- From: postmaster at brown on behalf of support at ourdomain.com What we would like to do is have the email coming back with the From tag as:- postmaster at brown; on behalf of on behalf of My Name via RT [support at ourdomain.com]. This would be more informative to our clients on who has actually handled the support issue. We have seen this style of header from other firms. However do not know how to set this up. Could someone please help. Cheers Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From jec at rptec.ch Wed Nov 3 01:48:44 2004 From: jec at rptec.ch (Jean-Eric Cuendet) Date: Wed, 03 Nov 2004 07:48:44 +0100 Subject: [rt-users] CanonicalizeAddress in RT3 Message-ID: <41887F4C.9030009@rptec.ch> Hi, I use RT2 and needs the CanonicalizeAddress function. I saw after digging through google and MailingLists that it's no more available with RT3. Could someone point me to an explaination of how that works now in RT3? I lokked at Interface/Email.pm but there seems to be nothing there... Another way was in User_Local.pm, which is not found in my install. Any idea? Thanks a lot. -jec -- Jean-Eric Cuendet Riskpro Technologies SA Av du 14 avril 1b, 1020 Renens Switzerland Principal: +41 21 637 0110 Fax: +41 21 637 01 11 Direct: +41 21 637 0123 E-mail: jean-eric.cuendet at rptec.ch http://www.rptec.ch -------------------------------------------------------- From pape-rt at inf.fu-berlin.de Wed Nov 3 02:45:37 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 03 Nov 2004 08:45:37 +0100 Subject: [rt-users] rt hard to use In-Reply-To: References: Message-ID: Hello Lance, --Am Dienstag, 2. November 2004 23:07 Uhr +0000 schrieb Lance Davis : > Secondly if we want to create a ticket in rt and have an email sent to a > customer that seems hard to do. look here for a ScripCondition that can distinct between inbound and customer created tickets: Dirk. From matthew.watson at staff.netspace.net.au Wed Nov 3 05:49:30 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Wed, 3 Nov 2004 21:49:30 +1100 Subject: [rt-users] Issues with RT3.2.2 on MacOSX and Oracle Message-ID: <56F211C5E3F24F47B103EA1B253822BE24364F@vic-cr-ex1.staff.netspace.net.au> Heya. Wonder if anyone has come across this. I've got an RT3.2.2 installation that I'm trying to get going on Mac OS X (panther) Everything is working,except creating tickets it is having issues inserting into the Attachments table. I gather its an issue with Unicode, DBD::Oracle::st execute failed: ORA-12704: character set mismatch I've been through the various Oracle google results, and most suggest setting NLS_LANG, but RT seems to overwrite that in Handle.pm anyway, so that's not much help. Anyone been bitten by this and know the fix? Regards -- Matthew Watson Netspace Online Systems (03) 98110010 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. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From indika at hsenid.lk Wed Nov 3 06:09:51 2004 From: indika at hsenid.lk (Indika Wasala) Date: 03 Nov 2004 17:09:51 +0600 Subject: [rt-users] FETCHM~1: MDA returned nonzero status 127 Message-ID: <1099480190.2293.1403.camel@firewall> Hi All, I have successfully installed rt-3.0.11.exe from http://p4.elixus.org/dist/ in a Windows 2000 advanced server machine and everything works fine except fetchmail which comes with the distribution. When I ran rt-mailgate shortcut I get the following error message after successfully login into the mail server, FETCHM~1: MDA returned nonzero status 127 not flushed I changed the owner of the file rt-mailgate.conf to the administrator and replaced the cygwin1.dll file (in bin folder) with a latest version (1005.9.0.0 with 1005.11.0.0 - got this trick from a mailing list) but still get the above error. Any help would be greatly appreciated. Thanks. From lance at uklinux.net Wed Nov 3 06:24:06 2004 From: lance at uklinux.net (Lance Davis) Date: Wed, 3 Nov 2004 11:24:06 +0000 (GMT) Subject: [rt-users] rt hard to use In-Reply-To: Message-ID: On Wed, 3 Nov 2004, Dirk Pape wrote: > Hello Lance, > > --Am Dienstag, 2. November 2004 23:07 Uhr +0000 schrieb Lance Davis > : > > > Secondly if we want to create a ticket in rt and have an email sent to a > > customer that seems hard to do. > > look here for a ScripCondition that can distinct between inbound and > customer created tickets: > > Thanks - I didnt look in the wiki for stuff - I had looked through the contrib ... Regards Lance -- uklinux.net - The ISP of choice for the discerning Linux user. From thomas.wollner at autoform.de Wed Nov 3 07:09:56 2004 From: thomas.wollner at autoform.de (Thomas Wollner) Date: Wed, 03 Nov 2004 13:09:56 +0100 Subject: [rt-users] Mysql Crash when attaching a file Message-ID: <4188CA94.5020806@autoform.de> Hello, we have a problem with the mysql DB (4.0.20) and RT 3.2.0 on a Suse Linux 8.1. When someone try to attach a file, sometimes the database crash. This is the error: 041103 12:47:59 Warning: Asked for 196608 thread stack, but got 126976 041103 12:47:59 InnoDB: Database was not shut down normally. The max attachment size is set to 150 MB (in the RT and in the mysql DB) The crash happens not very often and it's not reproducable. Any ideas? Problem in RT or mysql? Thank you! Thomas Wollner From say_ten at multiplay.co.uk Wed Nov 3 08:05:13 2004 From: say_ten at multiplay.co.uk (Say_Ten) Date: Wed, 03 Nov 2004 13:05:13 +0000 Subject: [rt-users] Mysql Crash when attaching a file In-Reply-To: <4188CA94.5020806@autoform.de> References: <4188CA94.5020806@autoform.de> Message-ID: <4188D789.4030203@multiplay.co.uk> I would guess a MySQL issue, 150MB of blob is fairly excessive imho. Thomas Wollner wrote: > Hello, > > we have a problem with the mysql DB (4.0.20) and RT 3.2.0 on a Suse > Linux 8.1. When someone try to attach a file, sometimes the database crash. > This is the error: > 041103 12:47:59 Warning: Asked for 196608 thread stack, but got 126976 > 041103 12:47:59 InnoDB: Database was not shut down normally. > > The max attachment size is set to 150 MB (in the RT and in the mysql DB) > > The crash happens not very often and it's not reproducable. > > Any ideas? Problem in RT or mysql? > > Thank you! > > Thomas Wollner > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ================================================ 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 nisse at dc.ltu.se Wed Nov 3 08:33:43 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Wed, 03 Nov 2004 14:33:43 +0100 Subject: [rt-users] rt hard to use In-Reply-To: References: Message-ID: <4188DE37.2090205@dc.ltu.se> Lance Davis wrote: > >Another minor niggle that is probably easily fixed is that bulk update >starts with all selected, but there is no 'deselect all' button, otherwise >I feel that it should start with none selected ... or allow you to select >which tickets you sent through to bulk update. > > I did this last week. Copy Search/Bulk.html to Search/Bulk2.html. Search i Bulk2.html and remove CHECKED. Edit Search/Results.html and add a link beside Bulk.html to Bulk2.html. /nisse -- <+--// \\--+> Datorcentralen Luel? tekniska universitet Name: Nils-Erik Svang?rd e-mail: nisse at dc.ltu.se Ph: +46-920-49244 URL:http://www.dc.ltu.se <+--\\ //--+> From Joseph_Micciche at Progressive.com Wed Nov 3 08:59:12 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 3 Nov 2004 08:59:12 -0500 Subject: Subject: [rt-users] What kinds of skills are required for RT Message-ID: Hi Ron, *Is it necessary to be a *nix systems administrator for RT?* No, but it helps. *Is it necessary to be DBA for RT?* Definitely not. *Is it necessary to be a perl expert to use and upgrade RT?* To use and administer RT, no. To customize it, that depends - but Perl knowledge would sure help. Fortunately this list and the contrib section on the Wiki can help with almost anything. *Can RT be used out of the box or do I need to customize it?* It can be used out of the box. Your workflow and needs will determine whether it needs to be customized. *Basically, what kinds of skills do I need to have in order to install/maintain/upgrade RT on a *nix environment?* Once you get past the installation, you don't need a great deal of skills unless you plan to customize a lot. If you have access to a decent *nix admin who happens to know some Perl and database stuff, you'll be all set. I am none of the above and have done 2 installs now and our mostly stock RT has been running (mostly) happily for over a year now. joe micciche From niels=rt at bakker.net Wed Nov 3 09:26:26 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Wed, 3 Nov 2004 15:26:26 +0100 Subject: [rt-users] attaching user information when replying to a ticket In-Reply-To: <001a01c4c174$2805c390$3f5aa8c0@yourtraagwl48w> References: <001a01c4c174$2805c390$3f5aa8c0@yourtraagwl48w> Message-ID: <20041103142626.GH63018@snowcrash.tpb.net> * paulm at fedinternational.com (Paul McAlister) [Wed 03 Nov 2004, 08:07 CET]: > Hi we are a support firm, and have just begun looking at request tracker > as a way of tracking the progress of our support calls. We have created > a default queue called support of which all our support email enters rt > so that we can monitor their progress. Good choice. Please also turn off HTML when mailing a list. And double postings are discouraged. > The problem we are finding is that when we receive a support email and > it enters rt as a new ticket, when we reply to the sender through the rt > interface the header of the email back to the sender is of the form:- > > From: postmaster at brown on behalf of support at ourdomain.com That's Outlook's fault, interpreting the Sender: header... > What we would like to do is have the email coming back with the From tag > as:- > > postmaster at brown; on behalf of on behalf of My Name via RT > [support at ourdomain.com]. Set the $UseFriendlyFromLine variable in RT_SiteConfig.pm. -- Niels. -- From joseph85750 at yahoo.com Wed Nov 3 09:37:54 2004 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Wed, 3 Nov 2004 06:37:54 -0800 (PST) Subject: [rt-users] rt hard to use In-Reply-To: <41885F8F.9020603@netjam.net> Message-ID: <20041103143754.30023.qmail@web13125.mail.yahoo.com> --- "Matthew D. Stevens" wrote: > Is there any way to make it default to descending > instead of ascending > when first opening a queue? Thats the only thing > that really annoys me > about the interface > > rt 2.0.15 rh 7.3 > There might be an easier way, but here's what I did in RT 2.0.15 to default to descending: Make changes in 2 places: /opt/rt2/WebRT/html/Elements/SelectSortOrder /opt/rt2/WebRT/html/Elements/Quicksearch In SelectSortOrder: swap current DESC with ASC, and change order of "Descending Ascending" in the following: my @order_names = qw (Descending Ascending); This simply makes the default page come up with the new default values. In Quicksearch: Modify this line to contain the following 2 items: &TicketsSortBy=id and TicketsSortOrder=DESC
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rt: Malformed RT response from http://localhost. Any ideas? -- Andy Harrison From jesse at bestpractical.com Tue Nov 16 10:01:21 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Nov 2004 10:01:21 -0500 Subject: [rt-users] CLI malformed rt response In-Reply-To: References: Message-ID: <20041116150121.GA28077@pallas.eruditorum.org> A user with only self-service access is trying to access RT. On Tue, Nov 16, 2004 at 10:00:44AM -0500, Andy Harrison wrote: > Whenever I try to use the bin/rt command line tool, it comes back with > "rt: Malformed RT response from http://localhost." > > I tried modifying the file share/html/REST/1.0/search/ticket as suggested in > http://lists.bestpractical.com/pipermail/rt-users/2004-October/026706.html > but this didn't help. > > I've tried various commands like, rt ls "Priority > 5 and > Status='new'" and rt ls -t user 34 but the result is always the same. > > The access_log shows: > localhost - - [16/Nov/2004:09:46:46 -0500] "POST /REST/1.0/search/user > HTTP/1.1" 200 4325 > > No errors in error_log. > > The rt.log shows: > [Tue Nov 16 14:46:46 2004] [info]: Successful login for root from > 127.0.0.1 (/usr/local/rt3/share/html/autohandler:182) > > And the debug output: > > # rt ls -t user 34 > POST http://localhost/REST/1.0/search/user > Content-Length: 203 > Content-Type: multipart/form-data; boundary=xYzZY > > --xYzZY > Content-Disposition: form-data; name="query" > > 34 > --xYzZY > Content-Disposition: form-data; name="user" > > root > --xYzZY > Content-Disposition: form-data; name="pass" > > xxxxxxxxxxxx > --xYzZY-- > HTTP/1.1 200 OK > Cache-Control: no-cache > Connection: close > Date: Tue, 16 Nov 2004 14:46:46 GMT > Pragma: no-cache > Server: Apache > Content-Type: text/html; charset=utf-8 > Client-Date: Tue, 16 Nov 2004 14:46:46 GMT > Client-Peer: 127.0.0.1:80 > Client-Response-Num: 1 > Client-Transfer-Encoding: chunked > Link: /NoAuth/images/favicon.png>; > rel="shortcut icon"; type="image/png" > Link: ; rel="stylesheet"; type="text/css" > Set-Cookie: RT_SID_.80=xxxxxxxxsnipxxxxxxxxx; path=/ > Title: > > "http://www.w3.org/TR/html4/loose.dtd"> > > > > > href="https:///NoAuth/images/favicon.png" > type="image/png"> > > > ONLOAD=" > var tmp = (document.getElementsByName('focus')); > if (tmp.length > 0) tmp[tmp.length-1].focus(); > " > > > bgcolor="#FFFFFF"> > > > > > > >
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> > > > > > > > > > > > > > Systems-EditCustomFields is a slightly modified version of EditCustomFields, though you probably wouldn't really need that. It was mostly just so I could make a clickable link to pop up a window to show the custom field value descriptions. -- Andy Harrison From Casper at Cee-Kay.net Sat Nov 20 19:35:42 2004 From: Casper at Cee-Kay.net (Casper Kamp) Date: Sun, 21 Nov 2004 01:35:42 +0100 Subject: [rt-users] Multiple subdomains Message-ID: <856BF27B631B9847A9AD0DDB5356DEB033DDB1@GAEA.intra.cee-kay.net> Hi, I'm wondering if RT is able to handle multiple (sub)domains for receive email? For instance, we have support per department that we would like to see into seperate 'queues': support at dep-a.company.com should go to queue 'dep-a support' support at dep-b.company.com should go to queue 'dep-b support' support at company.com should go to 'generic support' sales at dep-a.company.com should go to queue 'dep-a sales' sales at dep-b.company.com should go to queue 'dep-b sales' sales at company.com should go to 'generic sales' I see options to 'stripe' subdomains etc, but I really can't see how RT can be configured to handle the situation mentioned above? Thanks, - Casper -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Sun Nov 21 00:04:45 2004 From: bobg at uic.edu (Bob Goldstein) Date: Sat, 20 Nov 2004 23:04:45 -0600 Subject: [rt-users] Multiple subdomains In-Reply-To: Your message of "Sun, 21 Nov 2004 01:35:42 +0100." <856BF27B631B9847A9AD0DDB5356DEB033DDB1@GAEA.intra.cee-kay.net> Message-ID: <200411210504.iAL54jls013289@shark.cc.uic.edu> >=20 >I'm wondering if RT is able to handle multiple (sub)domains for receive >email? >=20 >For instance, we have support per department that we would like to see >into seperate 'queues': >=20 >support at dep-a.company.com should go to queue 'dep-a support' >support at dep-b.company.com should go to queue 'dep-b support' >support at company.com should go to 'generic support' >=20 >sales at dep-a.company.com should go to queue 'dep-a sales' >sales at dep-b.company.com should go to queue 'dep-b sales' >sales at company.com should go to 'generic sales' >=20 >=20 >I see options to 'stripe' subdomains etc, but I really can't see how RT >can be configured to handle the situation mentioned above? This is just a mail issue, not RT. Suppose RT is running on a machine that recieves mail @rt.company.com One option is to set your mail relay so that: support at dep-a.company.com forwards to support-dep-a at rt.company.com ... Then it would be easy for rt to check each address and insert into the proper queue. bobg From ruediger.riediger at sun.com Sun Nov 21 06:14:48 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Sun, 21 Nov 2004 12:14:48 +0100 Subject: [rt-users] mailgate throws up on valid message Message-ID: <41A078A8.8030101@sun.com> Hello RT gurus, -> resend as we need urgently a solution this happened on RT3.0.12 - any idea what might have caused this? We have seen this now several times, e.g. with the attached phishing spam - but also valid messages. This is 100% reproducible on two systems, running RT3.0.5rc3 on perl 5.6.1 and RT3.0.12 on perl 5.8.4 with apache1.3+perl_mod. procmail: Executing "rt-mailgate,--queue,Incident Reports,--action,correspond,--url,https://localhost/rt3/" RT server error. The RT server which handled your email did not behave as expected. It said: [...] no value sent for required parameter 'message' Trace begun at /var/opt/rt3/mason_data/obj/standard/REST/1.0/NoAuth/mail-gateway line 22 HTML::Mason::Commands::__ANON__ at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1e6d784)') called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x2016e88)') called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x2016e88)') called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xd51298)', 'Apache=SCALAR(0x21c62cc)') called at /opt/rt3/bin/webmux.pl line 138 eval {...} at /opt/rt3/bin/webmux.pl line 138 RT::Mason::handler('Apache=SCALAR(0x21c62cc)') called at /dev/null line 0 eval {...} at /dev/null line 0 The file /var/opt/rt3/mason_data/obj/standard/REST/1.0/NoAuth/mail-gateway is attached. Investigating the issue, we found that the REST gateway suddenly shut down during message transmission, therefore leaving "message" undefined. The script continues to run... We have no clue why this happens. Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message 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 email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: mail-gateway URL: -------------- next part -------------- An embedded message was scrubbed... From: aw-confirm at ebay.com Subject: TKO NOTICE: Please verify your account Date: Sun, 21 Nov 2004 07:06:51 +0000 Size: 8407 URL: From pds at skyinet.net Sun Nov 21 21:42:38 2004 From: pds at skyinet.net (Paul Suela) Date: Mon, 22 Nov 2004 10:42:38 +0800 Subject: [rt-users] how to do forward/escalate a ticket in helpdesk queue to sysad queue? Message-ID: <41A1521E.9080600@skyinet.net> Hello All! I have several Queues in my RT system. Is there a good way to so that members from HELPDESK queue can forward/escalate a ticket to SYSAD queue? Am sure others have similar setup like this.... How did you accomplish this in your setup.. very interested to know. Thanks. :) From jens at cyber.com.au Sun Nov 21 23:32:29 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 22 Nov 2004 15:32:29 +1100 Subject: [rt-users] RTFM version status? Message-ID: <20041122043229.GK147@vanilla.office.cyber.com.au> I've installed RTFM 2.0.4 with RT 3.2.2 (Debian/mysql) and experienced a number of bugs, especially with the Include article feature. I'd be very keen to see this feature working correctly, and I did see a reference to a subversion 2.1 ... ? How stable is the development release? When might we see 2.1 released? Thanks, Jens From forrest at ce.berkeley.edu Sun Nov 21 23:44:45 2004 From: forrest at ce.berkeley.edu (Jon Forrest) Date: Sun, 21 Nov 2004 20:44:45 -0800 Subject: [rt-users] Wither Mysql 4.1.7? Message-ID: <41A16EBD.7050201@ce.berkeley.edu> The Wiki says that mysql 4.1.7 does not work with rt 3.2.2 but doesn't say how or why. I wonder if someone could comment on this, especially now that mysql 4.1.7 is the production version, according to mysql AB. Cordially, Jon Forrest From jens at cyber.com.au Sun Nov 21 23:32:29 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 22 Nov 2004 15:32:29 +1100 Subject: [rt-users] [Rt-devel] RTFM version status? Message-ID: <20041122043229.GK147@vanilla.office.cyber.com.au> I've installed RTFM 2.0.4 with RT 3.2.2 (Debian/mysql) and experienced a number of bugs, especially with the Include article feature. I'd be very keen to see this feature working correctly, and I did see a reference to a subversion 2.1 ... ? How stable is the development release? When might we see 2.1 released? Thanks, Jens _______________________________________________ Rt-devel mailing list Rt-devel at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel From jens at cyber.com.au Mon Nov 22 01:32:10 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 22 Nov 2004 17:32:10 +1100 Subject: [rt-users] StockAnswers tarball Message-ID: <20041122063210.GO147@vanilla.office.cyber.com.au> The rt 2.0.15 tarball doesn't have the old RT2 StockAnswers code. I'm using RT 3.2.2 but finding RTFM very buggy--"including" an article on a ticket sees it spew out half a dozen emails! Where can I get my hands the old StockAnswers contrib? Maybe I can hack it to work with 3.2.2 or something... Thanks, Jens From jesse at bestpractical.com Mon Nov 22 01:34:56 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Nov 2004 01:34:56 -0500 Subject: [rt-users] StockAnswers tarball In-Reply-To: <20041122063210.GO147@vanilla.office.cyber.com.au> References: <20041122063210.GO147@vanilla.office.cyber.com.au> Message-ID: <20041122063456.GK28077@pallas.eruditorum.org> On Mon, Nov 22, 2004 at 05:32:10PM +1100, Jens Porup wrote: > > The rt 2.0.15 tarball doesn't have the old RT2 StockAnswers code. StockAnswers was never part of RT itself. There's no reason it would be in the RT tarball. > I'm using RT 3.2.2 but finding RTFM very buggy--"including" an article > on a ticket sees it spew out half a dozen emails! Would you care to submit a bit more debugging information? We use RTFM's RT integration _every_ day. (For "RTonWindows" and "NoCommercialSupportIsNotFree" ;) To the best of our knowledge, they work perfectly with 3.2. What mail messages are being sent? What actions are you taking? What's in RT's logs? > Where can I get my hands the old StockAnswers contrib? Maybe I can hack > it to work with 3.2.2 or something... > > Thanks, > > Jens > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From dermot.williams at irishbroadband.ie Mon Nov 22 06:06:31 2004 From: dermot.williams at irishbroadband.ie (Dermot Williams) Date: Mon, 22 Nov 2004 11:06:31 -0000 Subject: [rt-users] RT (and others) Very Slow!! Message-ID: <8FF1B96416403640A9EB105C269BAA742FE120@dubms01.irishbroadband.ie> Hi all, This is something of a longshot, but since it affects RT and some of you good good people have probably come across something similar in the past, I though I'd chance it. Basically, when I ssh to the machine that I have RT running on, it takes an age to log in. Once I've logged on, any program that I launch runs at the speed that I would expect. If I su to root/any other user it takes forever. This manifests itself in RT with ticket updates taking an age to complete. The problem seems to be with authentication - I'm not au fait with the inner workings of RT itself, but I'm guessing that since the apache process is run as www-data and there's an rtuser account on my system, it is switching users at some point. Does anyone have idea where I can begin to start tracking down this problem? Oh yeah, it's a recent development as well - before last Thursday, everything was fine. I look forward to any help you guys can give me. Box is running Debian, by the way, with 1Gb RAM, 2.4Ghz P4. Thanks, Dermot -------------- next part -------------- An HTML attachment was scrubbed... URL: From sam_ml at spacething.org Mon Nov 22 06:43:22 2004 From: sam_ml at spacething.org (Sam Stickland) Date: Mon, 22 Nov 2004 11:43:22 +0000 (GMT Standard Time) Subject: [rt-users] RT not processing mason templates In-Reply-To: <20041120153031.GT12692@chaka.net> References: <20041120153031.GT12692@chaka.net> Message-ID: Yep, although that seems like the most obvious thing to be causing these problems. I realised I'd inadvertantly installed Apache2 into /usr/local rather than /usr/local/apache2 (which contained an old version). I cleaned that up the old version and then reinstalled Apache2, mod_perl and PHP. Current versions are: perl: 5.8.5 Apache: 2.0.52 rt: 3.0.12 mod_perl: 1.99.16 When it's started up the line in the apache logs is: [notice] Apache/2.0.52 (Unix) mod_perl/1.99_16 Perl/v5.8.5 mod_ssl/2.0.52 OpenSSL/0.9.7a PHP/4.3.9 mod_fastcgi/2.4.2 configured -- resuming normal operations But still when I try to access the RT pages I just get raw template code back. mod_perl does appear to be working, since if I deliberately break the webmux.pl script then I get perl errors in the apache logs when it tries to start. I'm seriously stumped now. Has anyone got any suggestions? S On Sat, 20 Nov 2004, Todd Chapman wrote: > Did you rebuild mod_perl? > > On Sat, Nov 20, 2004 at 11:45:00AM +0000, Sam Stickland wrote: >> Hi, >> >> After a round of upgrading caused by going from perl 5.8.0 to 5.8.5, RT no >> longer seems to want to execute the Mason code. >> >> For example, going to the default URL gives: >> >> %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# >> (Except where explictly superceded by other copyright notices) %# %# This >> work is made available to you under the terms of Version 2 of %# the GNU >> General Public License. A copy >> >> etc. >> >> I've checked over all the obvious stuff. mod_perl is installed, along with >> all the perl deps. >> >> httpd configuration is: >> >> 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 >> >> >> >> SetHandler php-script >> >> >> >> There aren't any errors in any of the logs (httpd or rt.log). >> >> This is with: >> >> This is perl, v5.8.5 built for i386-linux-thread-multi >> Server version: Apache/2.0.47 >> >> Anyone got any suggestions where to start hunting? >> >> Sam >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > From sam_ml at spacething.org Mon Nov 22 07:22:52 2004 From: sam_ml at spacething.org (Sam Stickland) Date: Mon, 22 Nov 2004 12:22:52 +0000 (GMT Standard Time) Subject: [rt-users] RT not processing mason templates In-Reply-To: <20041120153031.GT12692@chaka.net> References: <20041120153031.GT12692@chaka.net> Message-ID: On Sat, 20 Nov 2004, Todd Chapman wrote: > Did you rebuild mod_perl? Yep. Current versions as reported from the apache logs are: [Mon Nov 22 12:19:49 2004] [notice] Apache/2.0.52 (Unix) mod_perl/1.99_16 Perl/v5.8.5 mod_ssl/2.0.52 OpenSSL/0.9.7a PHP/4.3.9 mod_fastcgi/2.4.2 configured -- resuming normal operations (I reinstalled the entire webserver+friends from scratch over the weekend). Realised I hadn't installed the perl-glue for libapreq2, but that's been done now. Still seeing unprocessed mason template code whenever I try to load RT. mod_perl is does seem to be working (deliberately adding use statements for non-existant modules causes perl errors in the apache logs). I'm starting to get very very stumped. S > On Sat, Nov 20, 2004 at 11:45:00AM +0000, Sam Stickland wrote: >> Hi, >> >> After a round of upgrading caused by going from perl 5.8.0 to 5.8.5, RT no >> longer seems to want to execute the Mason code. >> >> For example, going to the default URL gives: >> >> %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# >> (Except where explictly superceded by other copyright notices) %# %# This >> work is made available to you under the terms of Version 2 of %# the GNU >> General Public License. A copy >> >> etc. >> >> I've checked over all the obvious stuff. mod_perl is installed, along with >> all the perl deps. >> >> httpd configuration is: >> >> 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 >> >> >> >> SetHandler php-script >> >> >> >> There aren't any errors in any of the logs (httpd or rt.log). >> >> This is with: >> >> This is perl, v5.8.5 built for i386-linux-thread-multi >> Server version: Apache/2.0.47 >> >> Anyone got any suggestions where to start hunting? >> >> Sam >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > From gdunn at inscriber.com Mon Nov 22 08:48:31 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Mon, 22 Nov 2004 08:48:31 -0500 Subject: [rt-users] RT (and others) Very Slow!! In-Reply-To: <8FF1B96416403640A9EB105C269BAA742FE120@dubms01.irishbroadband.ie> References: <8FF1B96416403640A9EB105C269BAA742FE120@dubms01.irishbroadband.ie> Message-ID: <41A1EE2F.1080808@inscriber.com> Dermot Williams wrote: > Hi all, > > This is something of a longshot, but since it affects RT and some of > you good good people have probably come across something similar in > the past, I though I?d chance it. > > Basically, when I ssh to the machine that I have RT running on, it > takes an age to log in. Once I?ve logged on, any program that I launch > runs at the speed that I would expect. If I su to root/any other user > it takes forever. This manifests itself in RT with ticket updates > taking an age to complete. The problem seems to be with authentication > ? I?m not au fait with the inner workings of RT itself, but I?m > guessing that since the apache process is run as www-data and there?s > an rtuser account on my system, it is switching users at some point. > If you're not using LDAP/NIS/etc to do authentication, check /etc/resolv.conf for nameservers that don't work. That's the cause in a lot of "slow login" problems via ssh. Graham From sam_ml at spacething.org Mon Nov 22 10:10:55 2004 From: sam_ml at spacething.org (Sam Stickland) Date: Mon, 22 Nov 2004 15:10:55 +0000 (GMT Standard Time) Subject: [rt-users] RT not processing mason templates In-Reply-To: References: <20041120153031.GT12692@chaka.net> Message-ID: I tracked this problem down to a content-type problem. For some reason the .html is being set to application/x-httpd-php, although I can't for the left of me find where this would be in the my apache config. For the time being I've commented out the following line webmux.pl return -1 if defined( $r->content_type ) && $r->content_type !~ m!(^text/|\bxml\b)!io; and added: $RT::Logger->warning($r->content_type) if defined( $r->content_type ) && $r->content_type !~ m!(^text/|\bxml\b)!io; so I can see the content types. Can anyone see any problems with this modification? I know I really ought to fix the apache conf, but it's proving to a real pain to find the problem in that. S On Mon, 22 Nov 2004, Sam Stickland wrote: > On Sat, 20 Nov 2004, Todd Chapman wrote: > >> Did you rebuild mod_perl? > > Yep. > > Current versions as reported from the apache logs are: > > [Mon Nov 22 12:19:49 2004] [notice] Apache/2.0.52 (Unix) mod_perl/1.99_16 > Perl/v5.8.5 mod_ssl/2.0.52 OpenSSL/0.9.7a PHP/4.3.9 mod_fastcgi/2.4.2 > configured -- resuming normal operations > > (I reinstalled the entire webserver+friends from scratch over the weekend). > > Realised I hadn't installed the perl-glue for libapreq2, but that's been done > now. > > Still seeing unprocessed mason template code whenever I try to load RT. > > mod_perl is does seem to be working (deliberately adding use statements for > non-existant modules causes perl errors in the apache logs). > > I'm starting to get very very stumped. > > S > >> On Sat, Nov 20, 2004 at 11:45:00AM +0000, Sam Stickland wrote: >>> Hi, >>> >>> After a round of upgrading caused by going from perl 5.8.0 to 5.8.5, RT no >>> longer seems to want to execute the Mason code. >>> >>> For example, going to the default URL gives: >>> >>> %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# >>> (Except where explictly superceded by other copyright notices) %# %# This >>> work is made available to you under the terms of Version 2 of %# the GNU >>> General Public License. A copy >>> >>> etc. >>> >>> I've checked over all the obvious stuff. mod_perl is installed, along with >>> all the perl deps. >>> >>> httpd configuration is: >>> >>> PerlSetVar MasonArgsMethod CGI >>> PerlModule Apache2 Apache::compat >>> RewriteEngine On >>> RewriteRule ^(.*)/$ $1/index.html >>> >>> PerlModule Apache::DBI >>> PerlRequire /usr/local/rt3/bin/webmux.pl >>> >>> >>> SetHandler perl-script >>> PerlHandler RT::Mason >>> >>> >>> >>> SetHandler php-script >>> >>> >>> >>> There aren't any errors in any of the logs (httpd or rt.log). >>> >>> This is with: >>> >>> This is perl, v5.8.5 built for i386-linux-thread-multi >>> Server version: Apache/2.0.47 >>> >>> Anyone got any suggestions where to start hunting? >>> >>> Sam >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From aharrison at gmail.com Mon Nov 22 10:31:42 2004 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 22 Nov 2004 10:31:42 -0500 Subject: [rt-users] how to do forward/escalate a ticket in helpdesk queue to sysad queue? In-Reply-To: <41A1521E.9080600@skyinet.net> References: <41A1521E.9080600@skyinet.net> Message-ID: On Mon, 22 Nov 2004 10:42:38 +0800, Paul Suela wrote: > Hello All! > > I have several Queues in my RT system. Is there a good way to so that > members from HELPDESK queue can forward/escalate a ticket to SYSAD queue? When you're viewing the ticket, click into the Basics, select the different queue, save the change. Note that custom fields are not transferable between queues, but any custom values you enter will still be there. You can view the custom values again by putting the ticket back into the original queue. -- Andy Harrison From aharrison at gmail.com Mon Nov 22 10:43:55 2004 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 22 Nov 2004 10:43:55 -0500 Subject: [rt-users] RT (and others) Very Slow!! In-Reply-To: <8FF1B96416403640A9EB105C269BAA742FE120@dubms01.irishbroadband.ie> References: <8FF1B96416403640A9EB105C269BAA742FE120@dubms01.irishbroadband.ie> Message-ID: On Mon, 22 Nov 2004 11:06:31 -0000, Dermot Williams wrote: > > Basically, when I ssh to the machine that I have RT running on, it takes an > age to log in. Once I've logged on, any program that I launch runs at the > speed that I would expect. If I su to root/any other user it takes forever. Endless possibilities. Runaway process, io bound, incorrectly configured network interface, incorrectly configured router/switch, etc. I'd probably start with network. 'netstat -i' will show some interface stats and you're looking for Ierrs and Oerrs (input and output errors). -- Andy Harrison From jesse at bestpractical.com Mon Nov 22 11:20:42 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Nov 2004 11:20:42 -0500 Subject: [rt-users] Is RT::Client supposed to work? In-Reply-To: References: Message-ID: <20041122162041.GN28077@pallas.eruditorum.org> On Fri, Nov 19, 2004 at 03:04:11PM -0500, Kumar, Vasanth wrote: > I have been trying to use RT::Client. I have sucessfully setup RT::Atom and can hit the pages directly through my browser (ex: http://username:password at localhost/Atom/0.3) > > When I run the RT-Client tests (1-procedural.t), the LWP test determines that Atom is installed and tries to run all the tests. However, when using RT-Client interfaces, it doesn't seem to pass in the login and password to the server. The log output looks like: The tests assume a development server running on localhost. (By development server, we mean a server with a user called root who has the password 'password' > > PERL_DL_NONLAZY=1 /usr/local/perl/5.8.5/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/1-procedural.t t/2-oo.t > t/1-procedural....Running ALL Tests > t/1-procedural....ok 2/69===> OPTIONS http://localhost:80/Atom/0.3/Tickets > > <=== HTTP/1.1 401 (Unauthorized) Authorization Required > Connection: close > Date: Fri, 19 Nov 2004 19:58:26 GMT > ... > ... > > Note that the login & password aren't being passed in the URL. I looked in Client.pm and it appears that when the URI is created it doesn't add the login & password. > > So I was wondering if this module is in usable testable state? > > Thanks! > > Vasanth > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From murphy at genome.chop.edu Mon Nov 22 11:32:51 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 22 Nov 2004 11:32:51 -0500 Subject: [rt-users] how to disable inline display of attachments In-Reply-To: <20041119220351.GP12692@chaka.net> References: <20041119205117.GO12692@chaka.net> <5B7ADC08-3A78-11D9-A7AB-0003930D3626@genome.chop.edu> <20041119220351.GP12692@chaka.net> Message-ID: <276141BD-3CA4-11D9-B9B9-0003930D3626@genome.chop.edu> On Nov 19, 2004, at 5:03 PM, Todd Chapman wrote: > Does $MaxInlineBody in RT_Config.pm not do what you want? No, and furthermore, $MaxInlineBody seems not to be used at all in the RT code, which would explain why it doesn't work: $ find /usr/local/rt3 -type f | xargs grep -l MaxInlineBody ./etc/RT_Config.pm ./etc/RT_SiteConfig.pm I'm using RT 3.2.1. -Kevin Murphy From jesse at bestpractical.com Mon Nov 22 11:34:34 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Nov 2004 11:34:34 -0500 Subject: [rt-users] how to disable inline display of attachments In-Reply-To: <276141BD-3CA4-11D9-B9B9-0003930D3626@genome.chop.edu> References: <20041119205117.GO12692@chaka.net> <5B7ADC08-3A78-11D9-A7AB-0003930D3626@genome.chop.edu> <20041119220351.GP12692@chaka.net> <276141BD-3CA4-11D9-B9B9-0003930D3626@genome.chop.edu> Message-ID: <20041122163434.GR28077@pallas.eruditorum.org> On Mon, Nov 22, 2004 at 11:32:51AM -0500, Kevin Murphy wrote: > On Nov 19, 2004, at 5:03 PM, Todd Chapman wrote: > >Does $MaxInlineBody in RT_Config.pm not do what you want? > > No, and furthermore, $MaxInlineBody seems not to be used at all in the > RT code, which would explain why it doesn't work: Yikes. It sure used to be. It's missing from html/Ticket/Elements/ShowTransactionAttachments I've opened a ticket. This should be fixed for 3.2.3. > $ find /usr/local/rt3 -type f | xargs grep -l MaxInlineBody > ./etc/RT_Config.pm > ./etc/RT_SiteConfig.pm > > I'm using RT 3.2.1. > > -Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Mon Nov 22 12:27:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Nov 2004 12:27:04 -0500 Subject: [rt-users] mailgate throws up on valid message In-Reply-To: <41A078A8.8030101@sun.com> References: <41A078A8.8030101@sun.com> Message-ID: <20041122172704.GZ28077@pallas.eruditorum.org> On Sun, Nov 21, 2004 at 12:14:48PM +0100, Ruediger Riediger wrote: > Hello RT gurus, > > -> resend as we need urgently a solution That's not generally a good way to get answers out of an all-volunteer list. Also, please don't cc both rt-users and rt-devel. Most people on rt-devel are also on rt-users. And getting two copies of a message doesn't make anyone more likely to reply to it. > > this happened on RT3.0.12 - any idea what might have caused this? > We have seen this now several times, e.g. with the attached phishing > spam - but also valid messages. This is 100% reproducible on two > systems, running RT3.0.5rc3 on perl 5.6.1 and RT3.0.12 on perl 5.8.4 > with apache1.3+perl_mod. Sending unmodified RT source to the list isn't really something that will help us debug your issue. If you have a message that RT won't process, the only thing we're going to be able to use to debug that behaviour is that message itself. Ideally, we could add it to the test suite to make sure it doesn't happen again. Have you folks attempted to isolate which of the message characteristics cause the failure? Is there anything in RT's logs? From aileen at bestpractical.com Fri Nov 19 16:38:52 2004 From: aileen at bestpractical.com (Aileen Kawabe) Date: Fri, 19 Nov 2004 16:38:52 -0500 (EST) Subject: [rt-users] [Rt-announce] RT 2005 Winter Training Sessions Message-ID: As the creators of RT, Best Practical Solutions, LLC are the acknowledged leader in RT training. We provide unparalleled instruction in how to get the most out of RT. Best Practical is pleased to offer its training program with an intensive one-day developer and administrator training session taught by the developers who built RT. This comprehensive session will cover: * RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * How to tie RT into your existing authentication infrastructure * Bulding your own tools that talk to the RT backend * Automating common procedures * Customizing RT's workflow to match your own * How to write custom reports based on RT's data This session will be offered in: * Amsterdam, The Netherlands on Monday, January 24, 2005 * Boston, MA on Monday, February 28, 2005 * San Francisco, CA on Monday, March 7, 2005 Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line at training at bestpractical.com. Register now to reserve your seat! Space is limited. Reservations To reserve a seat, please send mail to training at bestpractical.com with the names and email addresses of all attendees. We need to receive a check, wire transfer, or purchase order two weeks prior to the class or your seat will be released. Payment Policy The cost, including materials, will be $995 USD for classes in the U.S. and 800 EUR for the class in Amsterdam. Payment or purchase order must be received two weeks prior to the date of the class. Upon receipt of your reservation we will email you an invoice. Hardcopies of your invoices will be given to you at the training session. If your company requires a hardcopy prior to that, please provide us with the contact and address and we will mail it. Cancellation Policy Two weeks prior to the start date of the class - $250/200 EUR is non-refundable. 72 hours prior to the start time of the class - entire fee is non-refundable. _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From rt at chaka.net Mon Nov 22 13:46:57 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 22 Nov 2004 13:46:57 -0500 Subject: [rt-users] how to do forward/escalate a ticket in helpdesk queue to sysad queue? In-Reply-To: References: <41A1521E.9080600@skyinet.net> Message-ID: <20041122184657.GA12692@chaka.net> Custom fields will follow the ticket in RT 3.4, that is, if the CFs are defined for both queue. Just an FYI. -Todd On Mon, Nov 22, 2004 at 10:31:42AM -0500, Andy Harrison wrote: > On Mon, 22 Nov 2004 10:42:38 +0800, Paul Suela wrote: > > Hello All! > > > > I have several Queues in my RT system. Is there a good way to so that > > members from HELPDESK queue can forward/escalate a ticket to SYSAD queue? > > When you're viewing the ticket, click into the Basics, select the > different queue, save the change. Note that custom fields are not > transferable between queues, but any custom values you enter will > still be there. You can view the custom values again by putting the > ticket back into the original queue. > > -- > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Mon Nov 22 15:04:42 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Nov 2004 15:04:42 -0500 Subject: [rt-users] RTFM version status? In-Reply-To: <20041122043229.GK147@vanilla.office.cyber.com.au> References: <20041122043229.GK147@vanilla.office.cyber.com.au> Message-ID: <20041122200442.GN28077@pallas.eruditorum.org> On Mon, Nov 22, 2004 at 03:32:29PM +1100, Jens Porup wrote: > > I've installed RTFM 2.0.4 with RT 3.2.2 (Debian/mysql) and experienced a number > of bugs, especially with the Include article feature. Have you reported them along with steps to reproduce the error and investigations into possible cuases? > I'd be very keen to see this feature working correctly, and I did see a > reference to a subversion 2.1 ... ? > > How stable is the development release? When might we see 2.1 released? We don't currently have a release date targetted for it. At the moment, we're trying to focus on getting RT 3.4 out the door, along with making sure that we meet our commitments to customers. If you'd like to test out 2.1 and document what needs fixing, that would be useful. Jesse > Thanks, > > Jens > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From tim-lists at bishnet.net Mon Nov 22 14:48:24 2004 From: tim-lists at bishnet.net (Tim Bishop) Date: Mon, 22 Nov 2004 19:48:24 +0000 Subject: [rt-users] Palm OS Synchronization In-Reply-To: <20041119170047.GR28077@pallas.eruditorum.org> References: <419E1CB5.3060700@math.ohio-state.edu> <20041119170047.GR28077@pallas.eruditorum.org> Message-ID: <1101152904.18694.1.camel@inferno.sixth.bishnet.net> On Fri, 2004-11-19 at 12:00 -0500, Jesse Vincent wrote: > On Fri, Nov 19, 2004 at 11:17:57AM -0500, Jeff McCune wrote: > > I'm a new list subscriber, but have used RT for some now at work. After > > searching through the list archives by hand and initial google searches, > > I'm unable to find any information on synchronizing my RT tickets with > > my PalmOS 5 based Treo 600. > > > > It seems like it would be a wonderful convergence project, as my Treo > > has internet access easily available and the ability to Hot Sync over > > the net. If I could have RT tickets automatically pop into my Toto list > > on my Treo, it would make my life a lot easier in terms of addressing > > user requests. > > So. the thing to be careful of is that the Palm todo list is anemic and > doesn't have the metadata needed to really track things. The "right" way > to do this, I _think_ is to make an RT to ical (RFC2445) sync tool, > since everything supports 2445 these days. Of course, the treo has > network. Which begs the question of why not just build a stripped down > web ui for the treo? An RT to ical tool of some sort would be great. A quick look over the lists shows this: http://lists.bestpractical.com/pipermail/rt-devel/2003-February/003135.html Which is interesting... Tim. -- Tim Bishop http://www.bishnet.net/tim PGP Key: 0x5AE7D984 From jens.andersson at teleservice.net Mon Nov 22 15:40:35 2004 From: jens.andersson at teleservice.net (Jens Andersson) Date: Mon, 22 Nov 2004 21:40:35 +0100 Subject: [rt-users] Scheduled/deadline tasks Message-ID: <4EA22E7A08E6324CBB688B80D0E3023D08AEFE@sato.internal.teleservice.net> Is it possible to set a date/time on a ticket so the owner will be notified? Can I configure a notify date/time and another date for deadline when the ticket must be resolved? If it's possible, how will the user be notified, email? diffrent color in ticket-list? // Jens . From gsmith at wxc.co.nz Mon Nov 22 20:14:09 2004 From: gsmith at wxc.co.nz (Gordon Smith) Date: Tue, 23 Nov 2004 14:14:09 +1300 Subject: [rt-users] Approvals queue questions Message-ID: Hi all, Just been setting up Approvals, but I've been having some problems.... I have an queue set up called 'Approvals' with several AdminCC's defined for the queue The scrip attached is: Desc: create Condition: On Create Action: Create Tickets Template: approval Stage: TransactionCreate The corresponding template is: ===Create-Ticket: change Subject: Change request for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: Approvals Type: Approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT This setup seems to create 2 tickets (parent-child), but does not notify the AdminCC's If I add a scrip to notify AdminCC's on new ticket creation, they get 2 messages, one for the parent and one for the child Am I missing something here? I've been over the docs and trolled through the list archives, but can't see what's going on. How are others doing this? Cheers, Gordon From Manjunath_Hegde at syntelinc.com Tue Nov 23 00:08:03 2004 From: Manjunath_Hegde at syntelinc.com (Hegde Manjunath) Date: Tue, 23 Nov 2004 00:08:03 -0500 Subject: [rt-users] Call Report -Help required Message-ID: <0204CF7F13EAD8119DDC0002B3C146A5011C2DB5@PUNEEXCH1> Hi, I have been using rt3 with mysql and till now, it has ben a success story. Has any one got a html / cgi file to generate a report of the calls logged. Thanks in advance Manjunath hegde ____________________________________________ Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies. From jens at cyber.com.au Tue Nov 23 01:24:58 2004 From: jens at cyber.com.au (Jens Porup) Date: Tue, 23 Nov 2004 17:24:58 +1100 Subject: [rt-users] RTFM version status? In-Reply-To: <20041122200442.GN28077@pallas.eruditorum.org> References: <20041122043229.GK147@vanilla.office.cyber.com.au> <20041122200442.GN28077@pallas.eruditorum.org> Message-ID: <20041123062458.GC16989@vanilla.office.cyber.com.au> On Mon, Nov 22, 2004 at 03:04:42PM -0500, Jesse Vincent wrote: > > > > On Mon, Nov 22, 2004 at 03:32:29PM +1100, Jens Porup wrote: > > > > I've installed RTFM 2.0.4 with RT 3.2.2 (Debian/mysql) and experienced a number > > of bugs, especially with the Include article feature. > > Have you reported them along with steps to reproduce the error and > investigations into possible cuases? Hmmm.... I mysqldump'd a large production server and used that as my test data. I can convincingly reproduce my error on that, but on a clean RT 3.2.2 install (with local mods) RTFM seems to work fine. *shrug* Jens From mbiernacki at techdata.pl Tue Nov 23 03:20:39 2004 From: mbiernacki at techdata.pl (Biernacki, Michal) Date: Tue, 23 Nov 2004 09:20:39 +0100 Subject: [rt-users] Special right needed? Message-ID: Hi, I'd would like to allow privileged user to save queries created in query builder? What kind of right does he need? Current rights: EditSavedSearches ModifyTicket OwnTicket ShowSavedSearches ShowTicket ShowTicketComments Watch WatchAsAdminCc What else? RT 3.2.2. Best regards Michal From Ruslan.Zakirov at acronis.com Tue Nov 23 05:56:32 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 23 Nov 2004 13:56:32 +0300 Subject: [rt-users] how to do forward/escalate a ticket in helpdesk queue to sysad queue? In-Reply-To: <41A1521E.9080600@skyinet.net> References: <41A1521E.9080600@skyinet.net> Message-ID: <41A31760.9080906@acronis.com> Transfering tickets between queues is not a best practice. Alternative is new ticket in other queue with link to old ticket. Why second is better: * you don't have problems with CFs * you can link several tickets in HELPDESK queue to one ticket in SYSAD queue * you can setup scrips like http://wiki.bestpractical.com/?OpenDependantsOnResolve to automate workflow Paul Suela wrote: > Hello All! > > I have several Queues in my RT system. Is there a good way to so that > members from HELPDESK queue can forward/escalate a ticket to SYSAD queue? > > Am sure others have similar setup like this.... How did you accomplish > this in your setup.. very interested to know. > > Thanks. :) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From keith at midnighthax.com Tue Nov 23 05:42:10 2004 From: keith at midnighthax.com (Keith Edmunds) Date: Tue, 23 Nov 2004 10:42:10 +0000 Subject: [rt-users] Display ticket dependency hierarchy Message-ID: <20041123104210.4c739da0@zaphod> Has anyone produced anything which will display a ticket hierarchy according to dependencies? Nothing sophisticated; just an ASCII diagram would do: 1000 | +-- 1002 | | | +-- 1003 | +-- 1004 Thanks From ruediger.riediger at sun.com Tue Nov 23 07:15:45 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Tue, 23 Nov 2004 13:15:45 +0100 Subject: [rt-users] mailgate throws up on valid message In-Reply-To: <20041122172704.GZ28077@pallas.eruditorum.org> References: <41A078A8.8030101@sun.com> <20041122172704.GZ28077@pallas.eruditorum.org> Message-ID: <41A329F1.2090607@sun.com> Hello Jesse, Jesse Vincent wrote: > That's not generally a good way to get answers out of an all-volunteer > list. I agree, but I had included more information into the second message as we were debugging the issue as well. An unmodified resend is surely a waste of time and bandwidth. > Also, please don't cc both rt-users and rt-devel. Most people on > rt-devel are also on rt-users. And getting two copies of a message > doesn't make anyone more likely to reply to it. Understood! > Sending unmodified RT source to the list isn't really something that > will help us debug your issue. I have included the dynamically created /var/opt/... file from HTML::Mason where the error occurred. This is a state file - no source code. > If you have a message that RT won't process, the only thing we're going > to be able to use to debug that behaviour is that message itself. That's why I send the second message. The original message contained information we cannot disclose. "Sanitising" it removed the problem - the mailgate worked on the sanitised message. Once we had a second message I can disclose, I was able to append it to the second message. Therefore the re-send. > Ideally, we could add it to the test suite to make sure it doesn't > happen again. Have you folks attempted to isolate which of the message > characteristics cause the failure? Is there anything in RT's logs? I have added all what is in the logs. Even with "debug" level enabled, the was nothing else. That's the strange thing: the REST mailgate suddenly stopped and "message" was not assigned any value. No, it's not the request body size, that was the first thing to check :-) I thought it's some special character in the message, but all characters are encoded, so I am at a loss for the cause. "Snooping" the traffic we see the rt-mailgate send the full message and the REST gateway receives it, but when checking the "message" variable at the very next line in the REST code, it's undef :-( Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message 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 email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From ruediger.riediger at sun.com Tue Nov 23 08:24:28 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Tue, 23 Nov 2004 14:24:28 +0100 Subject: [rt-users] How to enumerate users In-Reply-To: <419CBB83.1010604@sun.com> References: <419BA920.9090001@sun.com> <419C8A22.80209@acronis.com> <419CBB83.1010604@sun.com> Message-ID: <41A33A0C.2010301@sun.com> Sharing what we came up with :-) The attached code should be self-explaining. It should be run from cron, e.g. once per day, and will import information which has *changed* in the LDAP since the user creation. Note that user *creation* is part of the original LDAP Overlay for RT3, see http://wiki.bestpractical.com/index.cgi?LdapOverlay Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message 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 email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ -------------- next part -------------- A non-text attachment was scrubbed... Name: rt_ldap2user.pl Type: application/x-perl Size: 6103 bytes Desc: not available URL: From k.buckley at lancaster.ac.uk Tue Nov 23 08:51:10 2004 From: k.buckley at lancaster.ac.uk (Kev Buckley) Date: Tue, 23 Nov 2004 13:51:10 +0000 (GMT) Subject: [rt-users] Palm OS Synchronization In-Reply-To: <419E5E19.9050105@math.ohio-state.edu> from "Jeff McCune" at Nov 19, 2004 03:56:57 PM Message-ID: > I use pssh on my treo to ssh to work and read email. Email would be > another layer outside of my todo list that I'd rarely check. I already > have certain RT tickets being forwarded to my phone via SMS. From our > chairman for example. > > The key I'm looking for is a convergence of my personal and work todo > lists I keep on my treo and PIM software with my open RT tickets. > > Regards, > -- > Jeff McCune > OSU Department of Mathematics System Support I get the impression from reading this thread that you aren't looking to do anything RT-ish on the handheld (ie not modify the status or anything), more to ensure you have an up-to-date list of the open tickets within an given RT repository. If that is the case then, what it would seem you are looking at is an RT aware tool that exports your open tickets into a given format, and something that then syncs that formatted data against a DB on the handheld - the ToDoDB (or Tasks as the app is called now) being the obvious one, however a bespoke one that might store a few more details relevant to RT's internal ticket structure might not be a bad thing. The Palm ToDoDB structure would merely seem to offer the follwing data: (example taken from an XML representation of ToDoDB records from some things I've been playing with, as part of the pilot-link codebase) A test todo for trying out my upload stuff A note ø slash O of which the "complete", "priority" and "category" record-level attributes might be useful along with the actual data fields: "due date", "description" and the "note" Whilst it would thus seem possible to shoehorn any extra data from an RT ticket into the "note" field, probably by use of some well-defined markup scheme, having a handheld DB specifically for RT data would seem to offer a "bit more for your money". Apologies that the above is all a bit "blue-sky" but hoping it provides some food for thought. -- Regards, ---------------------------------------------------------------------- * Kevin M. Buckley e-mail: K.Buckley at lancaster.ac.uk * * * * Systems Administrator * * Computer Centre * * Lancaster University Voice: +44 (0) 1524 5 93718 * * LANCASTER. LA1 4YW Fax : +44 (0) 1524 5 25113 * * England. * * * * My PC runs Linux/GNU, you still computing the Bill Gate$' way ? * ---------------------------------------------------------------------- From aharrison at gmail.com Tue Nov 23 09:27:47 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 23 Nov 2004 09:27:47 -0500 Subject: [rt-users] Scheduled/deadline tasks In-Reply-To: <4EA22E7A08E6324CBB688B80D0E3023D08AEFE@sato.internal.teleservice.net> References: <4EA22E7A08E6324CBB688B80D0E3023D08AEFE@sato.internal.teleservice.net> Message-ID: On Mon, 22 Nov 2004 21:40:35 +0100, Jens Andersson wrote: > Is it possible to set a date/time on a ticket so the owner will be notified? > > Can I configure a notify date/time and another date for deadline when the ticket must be resolved? > > If it's possible, how will the user be notified, email? diffrent color in ticket-list? RT_PATH/bin/rt-crontool --help http://wiki.bestpractical.com/index.cgi?UseRtCrontool -- Andy Harrison From aharrison at gmail.com Tue Nov 23 09:29:29 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 23 Nov 2004 09:29:29 -0500 Subject: [rt-users] Call Report -Help required In-Reply-To: <0204CF7F13EAD8119DDC0002B3C146A5011C2DB5@PUNEEXCH1> References: <0204CF7F13EAD8119DDC0002B3C146A5011C2DB5@PUNEEXCH1> Message-ID: On Tue, 23 Nov 2004 00:08:03 -0500, Hegde Manjunath wrote: > Hi, > > I have been using rt3 with mysql and till now, it has ben a success story. > > Has any one got a html / cgi file to generate a report of the calls logged. http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage -- Andy Harrison From krolln at gmail.com Tue Nov 23 10:22:50 2004 From: krolln at gmail.com (Nathan Kroll) Date: Tue, 23 Nov 2004 09:22:50 -0600 Subject: [rt-users] upgrading from request-tracker-3.0.10 to 3.2.2 Message-ID: Hey everyone, We're prepping to upgrade our debian installation of requestion tracker from 3.0.10 to the lates 3.2.2. Does anybody know what (if any) changes occured to the database schema and how to apply these changes to an existing database? I can't find much help with this in the debian package or on the RT documentation. Thanks for the help. Nate From tim-lists at bishnet.net Tue Nov 23 11:06:10 2004 From: tim-lists at bishnet.net (Tim Bishop) Date: Tue, 23 Nov 2004 16:06:10 +0000 Subject: [rt-users] Problems upgrading 3.0.12 to 3.2.2 with Postgresql Message-ID: <20041123160610.GA45706@carrick.bishnet.net> I upgraded from 3.0.12 to 3.2.2 and I'm having trouble with Postgresql. Here's the error message in the Postgres logs: ERROR: current transaction is aborted, commands ignored until end of transaction block I also seem to have some: ERROR: relation "attributes" does not exist But I'm not sure if that's related to the current issue. I did check UPGRADING and there was no mention of database formats changing. This seems to happen whenever I try to modify data - viewing on the whole seems to be ok, but again that could just be coincidence. Creating a new ticket makes httpd spin with the following given with truss: send(5, 0x01BFC718, 175, 0) = 175 Q\0\0\0AE S E L E C T m a i n . * F R O M A t t r i b u t e s m a i n W H E R E ( ( m a i n . O b j e c t I d = 2 4 5 1 ) ) A N D ( ( m a i n . O b j e c t T y p e = ' R T : : T i c k e t ' ) ) \0 sigaction(SIGPIPE, 0xFFBFE870, 0xFFBFE990) = 0 poll(0xFFBFEAC8, 1, -1) = 1 recv(5, 0x01BF8710, 16384, 0) = 143 E\0\0\088 S E R R O R\0 C 2 5 P 0 2\0 M c u r r e n t t r a n s a c t i o n i s a b o r t e d , c o m m a n d s i g n o r e d u n t i l e n d o f t r a n s a c t i o n b l o c k\0 F p o s t g r e s . c\0 L 7 9 5\0 R e x e c _ s i m p l e _ q u e r y\0\0 Z\0\0\005 E time() = 1101225335 write(6, 0x01DE769C, 299) = 299 [ T u e N o v 2 3 1 5 : 5 5 : 3 5 2 0 0 4 ] [ w a r n i n g ] : D B D : : P g : : s t e x e c u t e f a i l e d : E R R O R : c u r r e n t t r a n s a c t i o n i s a b o r t e d , c o m m a n d s i g n o r e d u n t i l e n d o f t r a n s a c t i o n b l o c k a t / u s r / l o c a l / p a c k a g e s / p e r l - 5 . 8 . 5 / l i b / p e r l 5 / s i t e _ p e r l / 5 . 8 . 5 / D B I x / S e a r c h B u i l d e r / H a n d l e . p m l i n e 4 8 1 .\n ( / u s r / l o c a l / p a c k a g e s / r t - 3 . 2 . 2 / l i b / R T . p m : 2 6 9 )\n time() = 1101225335 write(6, 0x01DE769C, 347) = 347 [ T u e N o v 2 3 1 5 : 5 5 : 3 5 2 0 0 4 ] [ w a r n i n g ] : R T : : H a n d l e = H A S H ( 0 x 1 9 f 0 a 3 8 ) c o u l d n ' t e x e c u t e t h e q u e r y ' S E L E C T m a i n . * F R O M A t t r i b u t e s m a i n W H E R E ( ( m a i n . O b j e c t I d = 2 4 5 1 ) ) A N D ( ( m a i n . O b j e c t T y p e = ' R T : : T i c k e t ' ) ) ' a t / u s r / l o c a l / p a c k a g e s / p e r l - 5 . 8 . 5 / l i b / p e r l 5 / s i t e _ p e r l / 5 . 8 . 5 / D B I x / S e a r c h B u i l d e r / H a n d l e . p m l i n e 4 9 5 .\n ( / u s r / l o c a l / p a c k a g e s / r t - 3 . 2 . 2 / l i b / R T . p m : 2 6 9 )\n Sorry that's not very easy to read, but it conveys where the problem is. Any pointers on how to fix this? Cheers, Tim. -- Tim Bishop http://www.bishnet.net/tim PGP Key: 0x5AE7D984 From Ruslan.Zakirov at acronis.com Tue Nov 23 11:11:48 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 23 Nov 2004 19:11:48 +0300 Subject: [rt-users] Problems upgrading 3.0.12 to 3.2.2 with Postgresql In-Reply-To: <20041123160610.GA45706@carrick.bishnet.net> References: <20041123160610.GA45706@carrick.bishnet.net> Message-ID: <41A36144.3090700@acronis.com> Please read README file, section upgrade. Search lists archives http://wiki.bestpractical.com/index.cgi?MailingListArchives Tim Bishop wrote: > I upgraded from 3.0.12 to 3.2.2 and I'm having trouble with Postgresql. > Here's the error message in the Postgres logs: > > ERROR: current transaction is aborted, commands ignored until end of transaction block > > I also seem to have some: > > ERROR: relation "attributes" does not exist > > But I'm not sure if that's related to the current issue. I did check > UPGRADING and there was no mention of database formats changing. > > This seems to happen whenever I try to modify data - viewing on the > whole seems to be ok, but again that could just be coincidence. Creating > a new ticket makes httpd spin with the following given with truss: > > send(5, 0x01BFC718, 175, 0) = 175 > Q\0\0\0AE > > S E L E C T m a i n . * F R O M A t t r i b u t > e s m a i n W H E R E ( ( m a i n . O b j e c t I d = > 2 4 5 1 ) ) A N D ( ( m a i n . O b j e c t T y p e = ' > R T : : T i c k e t ' ) ) \0 > sigaction(SIGPIPE, 0xFFBFE870, 0xFFBFE990) = 0 > poll(0xFFBFEAC8, 1, -1) = 1 > recv(5, 0x01BF8710, 16384, 0) = 143 > E\0\0\088 S E R R O R\0 C 2 5 P 0 2\0 M c u r r e n t t r a n > s a c t i o n i s a b o r t e d , c o m m a n d s i g n > o r e d u n t i l e n d o f t r a n s a c t i o n b l > o c k\0 F p o s t g r e s . c\0 L 7 9 5\0 R e x e c _ s i m p l > e _ q u e r y\0\0 Z\0\0\005 E > time() = 1101225335 > write(6, 0x01DE769C, 299) = 299 > [ T u e N o v 2 3 1 5 : 5 5 : 3 5 2 0 0 4 ] [ w a r n > i n g ] : D B D : : P g : : s t e x e c u t e f a i l e d > : E R R O R : c u r r e n t t r a n s a c t i o n i s > a b o r t e d , c o m m a n d s i g n o r e d u n t i l > e n d o f t r a n s a c t i o n b l o c k a t / u s > r / l o c a l / p a c k a g e s / p e r l - 5 . 8 . 5 / l i b / > p e r l 5 / s i t e _ p e r l / 5 . 8 . 5 / D B I x / S e a r c > h B u i l d e r / H a n d l e . p m l i n e 4 8 1 .\n ( / > u s r / l o c a l / p a c k a g e s / r t - 3 . 2 . 2 / l i b / > R T . p m : 2 6 9 )\n > time() = 1101225335 > write(6, 0x01DE769C, 347) = 347 > [ T u e N o v 2 3 1 5 : 5 5 : 3 5 2 0 0 4 ] [ w a r n > i n g ] : R T : : H a n d l e = H A S H ( 0 x 1 9 f 0 a 3 8 ) > c o u l d n ' t e x e c u t e t h e q u e r y ' S E L > E C T m a i n . * F R O M A t t r i b u t e s m a i n > W H E R E ( ( m a i n . O b j e c t I d = 2 4 5 1 ) ) > A N D ( ( m a i n . O b j e c t T y p e = ' R T : : T i > c k e t ' ) ) ' a t / u s r / l o c a l / p a c k a g e s > / p e r l - 5 . 8 . 5 / l i b / p e r l 5 / s i t e _ p e r l / > 5 . 8 . 5 / D B I x / S e a r c h B u i l d e r / H a n d l e . > p m l i n e 4 9 5 .\n ( / u s r / l o c a l / p a c k a g > e s / r t - 3 . 2 . 2 / l i b / R T . p m : 2 6 9 )\n > > Sorry that's not very easy to read, but it conveys where the problem is. > Any pointers on how to fix this? > > Cheers, > Tim. > From drizit at gmail.com Tue Nov 23 11:49:54 2004 From: drizit at gmail.com (Kent) Date: Tue, 23 Nov 2004 10:49:54 -0600 Subject: [rt-users] Rt-Crontool - open, new and only tickets with due date. Message-ID: I am trying to use the rt-crontool for priority escalation. However I would like to apply this to only tickets that have due dates set and are open/new/stalled status. I have tried the RT::Search:ActiveTicketsInQueue option to the crontool but that includes tickets that don't have a due date set. I next tried some examples from the mailling list that show rt-crontool using RT::Search::FromSQL, when I run the command below I am getting "Failed to load module RT::Search::FromSQL. () at /usr/local/rt3/bin/rt-crontool line 142." Here is the command line I am using. /usr/local/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 14 AND Status!= 'resolved' AND Status != 'rejected' and due > '1970-01-01 00:00:00'" --action RT::Action::EscalatePriority --verbose Any suggestions on how to get this working? RT 3.2.1 on Solaris 8 w/Apache and FastCGI. SearchBuilder 1.10_05 From bsegal at DECARIE.COM Tue Nov 23 12:09:37 2004 From: bsegal at DECARIE.COM (Bruce Segal) Date: Tue, 23 Nov 2004 12:09:37 -0500 Subject: [rt-users] upgrading from request-tracker-3.0.10 to 3.2.2 Message-ID: It's in the README (I've included the appropriate section here) 5b FOR UPGRADING: (Within the RT 3.x series) Read through the UPGRADING document included in this distribution. It may contain important instructions which will help you upgrade RT safely. As root, type: make upgrade This will build new binaries, config files and libraries without overwriting your RT database. You may also need to update RT's database. To find out, type: ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ > From jesse at bestpractical.com Tue Nov 23 13:14:23 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Nov 2004 13:14:23 -0500 Subject: [rt-users] mailgate throws up on valid message In-Reply-To: <41A329F1.2090607@sun.com> References: <41A078A8.8030101@sun.com> <20041122172704.GZ28077@pallas.eruditorum.org> <41A329F1.2090607@sun.com> Message-ID: <20041123181423.GZ28077@pallas.eruditorum.org> > > >If you have a message that RT won't process, the only thing we're going > >to be able to use to debug that behaviour is that message itself. > > That's why I send the second message. The original message contained > information we cannot disclose. "Sanitising" it removed the problem - > the mailgate worked on the sanitised message. Once we had a second > message I can disclose, I was able to append it to the second message. > Therefore the re-send. Please accept my apologies. The generated copy of the mailgate is just that, generated, so I saw a long attachment that doesn't really tell us much. I missed the actual mail attached after it. I'll see what happens when I thread this through my testing RT instances. From tim-lists at bishnet.net Tue Nov 23 13:20:23 2004 From: tim-lists at bishnet.net (Tim Bishop) Date: Tue, 23 Nov 2004 18:20:23 +0000 Subject: [rt-users] Problems upgrading 3.0.12 to 3.2.2 with Postgresql In-Reply-To: <41A36144.3090700@acronis.com> References: <20041123160610.GA45706@carrick.bishnet.net> <41A36144.3090700@acronis.com> Message-ID: <1101234023.24450.0.camel@inferno.sixth.bishnet.net> On Tue, 2004-11-23 at 19:11 +0300, Ruslan U. Zakirov wrote: > Please read README file, section upgrade. Thanks - I should have read that more carefully. I skimmed it and it seemed like install instructions, which I already have scripted. I read UPGRADING carefully, which is where I expected stuff like this to be. Sorry for the noise :) Tim. -- Tim Bishop http://www.bishnet.net/tim PGP Key: 0x5AE7D984 From lists.fsck.com at okra.org Tue Nov 23 14:45:27 2004 From: lists.fsck.com at okra.org (Dan Fulbright) Date: Tue, 23 Nov 2004 13:45:27 -0600 Subject: [rt-users] Rights for saved searches Message-ID: <41A39357.1090905@okra.org> What rights do I have to grant to be able to use saved searches? I have given myself (and Everyone) EditSavedSearches and ShowSavedSearches rights in Global User (and Group) Rights. So far, the only way I have been able to save searches is to make myself a superuser. I able to view the saved searches with the above scenario, but I am unable to edit any of them. My setup: RT 3.2.2 Perl 5.8.5 MySQL 4.0.21 Apache 1.3.27 FastCGI 1.05 Thanks in advance. -- Dan Fulbright Broken Arrow, Oklahoma, USA From aharrison at gmail.com Tue Nov 23 16:10:14 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 23 Nov 2004 16:10:14 -0500 Subject: [rt-users] Rt-Crontool - open, new and only tickets with due date. In-Reply-To: References: Message-ID: On Tue, 23 Nov 2004 10:49:54 -0600, Kent wrote: > /usr/local/rt3/bin/rt-crontool --search RT::Search::FromSQL > --search-arg "Queue = 14 AND Status!= 'resolved' AND Status != > 'rejected' and due > '1970-01-01 00:00:00'" --action > RT::Action::EscalatePriority --verbose Use due > 1000 and you should be ok. -- Andy Harrison From tim-lists at bishnet.net Tue Nov 23 19:12:42 2004 From: tim-lists at bishnet.net (Tim Bishop) Date: Wed, 24 Nov 2004 00:12:42 +0000 Subject: [rt-users] Palm OS Synchronization In-Reply-To: References: Message-ID: <1101255162.24450.15.camel@inferno.sixth.bishnet.net> On Tue, 2004-11-23 at 13:51 +0000, Kev Buckley wrote: > > The key I'm looking for is a convergence of my personal and work todo > > lists I keep on my treo and PIM software with my open RT tickets. > > I get the impression from reading this thread that you aren't looking > to do anything RT-ish on the handheld (ie not modify the status or > anything), more to ensure you have an up-to-date list of the open > tickets within an given RT repository. That certainly sounds like the more straight-forward approach. Considering that any external source can probably only store a subset of the RT data it'd be quite tricky to synchronize back the other way (but not impossible, of course). > If that is the case then, what it would seem you are looking at is an > RT aware tool that exports your open tickets into a given format, and > something that then syncs that formatted data against a DB on the > handheld - the ToDoDB (or Tasks as the app is called now) being the > obvious one, however a bespoke one that might store a few more details > relevant to RT's internal ticket structure might not be a bad thing. As Jesse mentioned, it might make sense to use ical (RFC2445) as an intermediate format. Producing something to export a list of tickets in that format is actually quite simple - in RT 3.2.2 (and probably other versions) there's an RSS link at the bottom of the search list that does a similar thing. It's not a great leap to add a new link that does the same thing but in ical rather than RSS. At that point you have a list of tickets from any given query in a format that can hopefully be inserted into other devices. Quite how you do that last bit I'm not sure - but there's gotta be apps out there that do that, right? ;-) I might have a stab at implementing that first part tomorrow. Cheers, Tim. -- Tim Bishop http://www.bishnet.net/tim PGP Key: 0x5AE7D984 From JChen at paymentone.com Tue Nov 23 21:19:26 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Tue, 23 Nov 2004 18:19:26 -0800 Subject: [rt-users] Sendmail + RT disaster recovery... Message-ID: <6D6E09D687772640AA41F009EB85FE050574239A@CPMAL00.corpnet.p1.local> Hey All, I?m just curious what you guys would do for an example that 1) RT with Apache died 2) Sendmail is working fine Since RT (version 3 and up) is dead for some reason and sendmail still working, do you guys have some method to ?queue? the mail till RT is back up and then have it create the tickets? Another question is how would I setup sendmail to drop email sent to RT to create the tickets and also deposit the original email into another mailbox on the linux system? I have some ideas and wonder how you would do it. I apologize if it?s a bit off topic. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Nov 23 23:39:44 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Nov 2004 23:39:44 -0500 Subject: [rt-users] Sendmail + RT disaster recovery... In-Reply-To: <6D6E09D687772640AA41F009EB85FE050574239A@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE050574239A@CPMAL00.corpnet.p1.local> Message-ID: <20041124043944.GN28077@pallas.eruditorum.org> On Tue, Nov 23, 2004 at 06:19:26PM -0800, Jonathan Chen wrote: > Hey All, > > > > I?m just curious what you guys would do for an example that > > > > 1) RT with Apache died > > 2) Sendmail is working fine > > > > Since RT (version 3 and up) is dead for some reason and sendmail still working, do you guys have some method to ?queue? the mail till RT is back up and then have it create the tickets? RT's mailgate will error out with a TEMPFAIL condition. which means you just need to tell sendmail not to bounce it after whatever its configurable tempfail->permfail threshold is. From say_ten at multiplay.co.uk Wed Nov 24 05:04:06 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Wed, 24 Nov 2004 10:04:06 +0000 Subject: [rt-users] Steal rights & Owner change Message-ID: <41A45C96.1080402@multiplay.co.uk> Currently if you have Steal rights using the Modify.html and setting the owner to yourself, when already owned by another, fails. I feel in this situation the Steal right should apply. I assume the devs read this list :) -- 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 k.buckley at lancaster.ac.uk Wed Nov 24 05:52:16 2004 From: k.buckley at lancaster.ac.uk (Kev Buckley) Date: Wed, 24 Nov 2004 10:52:16 +0000 (GMT) Subject: [rt-users] Palm OS Synchronization In-Reply-To: <1101255162.24450.15.camel@inferno.sixth.bishnet.net> from "Tim Bishop" at Nov 24, 2004 12:12:42 AM Message-ID: > As Jesse mentioned, it might make sense to use ical (RFC2445) as an > intermediate format. Producing something to export a list of tickets in > that format is actually quite simple - in RT 3.2.2 (and probably other > versions) there's an RSS link at the bottom of the search list that does > a similar thing. It's not a great leap to add a new link that does the > same thing but in ical rather than RSS. > > At that point you have a list of tickets from any given query in a > format that can hopefully be inserted into other devices. Quite how you > do that last bit I'm not sure - but there's gotta be apps out there that > do that, right? ;-) As long as there is an iCal parser that can place the data you have dumped about the RT ticket into a known structure that describes it the yes, there is code out there - the pilot-link project has the core stuff, mostly in C, but with Perl bindings, that you need to talk to the devices - the problem would seem to be coming up with a format within the chosen app on the handheld that would allow you to extract it back again into something meaningful to RT, which then set you down the road that allows you to sync. I might as well throw the XML instead of iCal transfer/intermediate format into the equation. This might be of interest, wrt storing the data in existing Palm (or other handheld) apps: http://nwalsh.com/docs/articles/extreme2002/ As I mentioned though, having a bespoke app on the handheld in which the data structures are setup from the beginning to hold RT information would be a better solution. Out of interest, what information would be required to "make use" of an RT ticket on a handheld if such use could, initially anyway, be considered to be simple off-line browsing ? Thinking about what is visible in the stock user interface, would this list be enough: RT installtion identifier (for uniqueness or maybe one Palm DB per RT installation) Ticket Number Current Status Original Requestor Original Description and then just a list of Follow up comment Comment submitter -- Regards, ---------------------------------------------------------------------- * Kevin M. Buckley e-mail: K.Buckley at lancaster.ac.uk * * * * Systems Administrator * * Computer Centre * * Lancaster University Voice: +44 (0) 1524 5 93718 * * LANCASTER. LA1 4YW Fax : +44 (0) 1524 5 25113 * * England. * * * * My PC runs Linux/GNU, you still computing the Bill Gate$' way ? * ---------------------------------------------------------------------- From Gary.Holmes at SurfControl.com Wed Nov 24 05:42:55 2004 From: Gary.Holmes at SurfControl.com (Gary Holmes) Date: Wed, 24 Nov 2004 10:42:55 -0000 Subject: [rt-users] dumpfile-to-rt-3.0 1.23 Message-ID: Hi. We're long time rt 2.0.13 users. I've built an instance of 3.3.9 on Fedora Core 3. I dumped the contents of our 2.X database using the 1.23 version of the rt-2.0-to-dumpfile tool. When I try to import this into the new system I get through all the users, groups, etc, but on the first ticket I get: gggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrfffqqqqqqqqqqqqqqqqqqqqqqqqqqqqImportin g tickets...t-1 Couldn't create trans 1 $VAR1 = { 'Type' => 'Create', 'Ticket' => '1', 'Created' => '2002-04-11 12:32:06', 'id' => 1, 'Creator' => '554', 'ActivateScrips' => '0' }; We're on mysql 4.0.22 using InnoDB, perl 5.8.5, all dependencies OK. Any ideas? I couldn't find anything on the wiki. Thanks, Gary Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From laas.toom at eenet.ee Wed Nov 24 08:39:26 2004 From: laas.toom at eenet.ee (Laas Toom) Date: Wed, 24 Nov 2004 15:39:26 +0200 Subject: [rt-users] Error updating multiple tickets In-Reply-To: <419D11FB.9080807@nikolaidis.com> References: <419D11FB.9080807@nikolaidis.com> Message-ID: <20041124133926.GA31037@eenet.ee> Hello, I can confirm this bug (or whatever) exists. For background information, our system is RT 3.2.2 on Fedora core 3 and was upgraded from RT 3.0.8 a month ago. Best regards, Laas Toom On 18.11.04 16:19:55, Peter Nikolaidis wrote: > Greetings, > > While trying to update multiple tickets, linking them all into another > ticket, I get the error below. > > Is this a bug, or do we have something misconfigured? > > I am able to update them individually, but when I try to select 4 of > them, I get the following: > > > > System error > error: Can't call method "Name" without a package or object > reference at /home/rt/rt//lib/RT/Interface/Web.pm line 1173. > context: > ... > 1169: push ( @results, $msg ); > 1170: } > 1171: } > 1172: else { > 1173: push ( @results, "User asked for an unknown update type for > custom field " . $cf->Name . " for ticket " . $Ticket->id ); > 1174: } > 1175: } > 1176: } > 1177: return (@results); > ... > code stack: /home/rt/rt//lib/RT/Interface/Web.pm:1173 > /home/rt/rt/share/html/Search/Bulk.html:270 > /home/rt/rt/share/html/autohandler:221 > > > > > > > raw error > > Can't call method "Name" without a package or object reference at > /home/rt/rt//lib/RT/Interface/Web.pm line 1173. > > > Trace begun at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 > HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name" > without a package or object reference at > /home/rt/rt//lib/RT/Interface/Web.pm line 1173.^J') called at > /home/rt/rt//lib/RT/Interface/Web.pm line 1173 > HTML::Mason::Commands::ProcessTicketCustomFieldUpdates('ARGSRef', > 'HASH(0xb2aadac)') called at /home/rt/rt/share/html/Search/Bulk.html > line 270 > HTML::Mason::Commands::__ANON__('MemberOf-Ticket', '', 'Starts_Date', > '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', > 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', > ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', > 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', > 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', > ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on') called at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0074ac)', > 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', > 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', > 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', > 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', > ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on') called at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 > eval {...} at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, 'MemberOf-Ticket', '', > 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', > 'Started_Date', '', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', > ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', > 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', > 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', > ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on') called at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb646054)', > 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', > 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on') called at /home/rt/rt/share/html/autohandler > line 221 > HTML::Mason::Commands::__ANON__('MemberOf-Ticket', '', 'Starts_Date', > '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', > 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', > ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on') called at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9440288)', > 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', > 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on') called at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 > eval {...} at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef, 'MemberOf-Ticket', '', > 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', > 'Started_Date', '', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\', > ^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\', > ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', > ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', > ^J\'__Requestors__\', > ^J\'__CreatedRelative__\', > ^J\'__ToldRelative__\', > ^J\'__LastUpdatedRelative__\', > ^J\'__TimeLeft__\'', 'UpdateType', 'private', > 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', > 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', > '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', > 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', > 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', > 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', > 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', > 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', > 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', > 'UpdateTicket1653', 'on') called at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 > eval {...} at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 > eval {...} at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb646054)') > called at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 > eval {...} at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb646054)') > called at > /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 792 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x93408d8)', > 'Apache=SCALAR(0xb6e20b4)') called at /home/rt/rt/bin/webmux.pl line 126 > eval {...} at /home/rt/rt/bin/webmux.pl line 126 > RT::Mason::handler('Apache=SCALAR(0xb6e20b4)') called at /dev/null line 0 > eval {...} at /dev/null line 0 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- EENeti teenusteosakond Raekoja plats 14 Laas.Toom at eenet.ee tel. 7 302 124 From ron.tyro at utoronto.ca Wed Nov 24 09:05:20 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Wed, 24 Nov 2004 09:05:20 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 Message-ID: <41A49520.FA02D865@utoronto.ca> Hi. I followed the instructions on the rt-wiki page for FreeBSD, and everything seemed to install okay. When I run "make initialize-database", I get "make: don't know how to make initialize-database. Stop". I then noticed that only the mysql client was installed, and nothing else. For the FreeBSD installation, do I need to install all the required components first or will the install do this for me? Thanks, Ron Scotiabank Information Commmons, University of Toronto From lmw94002 at hotmail.com Wed Nov 24 09:51:59 2004 From: lmw94002 at hotmail.com (Mathew Walker) Date: Wed, 24 Nov 2004 09:51:59 -0500 Subject: [rt-users] segmentation fault when trying to initialize DB Message-ID: I've been walking through the manual and managed to work out all my problems and now i'm ready to create the DB and ... [root at localhost rt-3.2.2]# make initialize-database /usr/local/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --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 mysql instance on localhost as root. 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. Creating mysql database rt3. make: *** [initialize-database] Segmentation fault [root at localhost rt-3.2.2]# make dropdb /usr/local/bin/perl //opt/rt3/sbin/rt-setup-database --action drop --dba root --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 mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: About to drop mysql database rt3 on localhost. WARNING: This will erase all data in rt3. Proceed [y/N]:y Dropping mysql database rt3. make: *** [dropdb] Segmentation fault This is a RH9 system. I did upgrade Perl to 5.8.5 and MySQL to 4.1.7. Ideas would be greately appreciated. From Manjunath_Hegde at syntelinc.com Wed Nov 24 09:56:05 2004 From: Manjunath_Hegde at syntelinc.com (Hegde Manjunath) Date: Wed, 24 Nov 2004 09:56:05 -0500 Subject: [rt-users] Call Report -Help required Message-ID: <0204CF7F13EAD8119DDC0002B3C146A50121A938@PUNEEXCH1> Hi, I could build some MySQL querry which would give me a call report with all the details i need. Has any one got a script to generate a .xls file for such reports - please help me The querry is given below (incase if it helps some one ) ________________ SELECT t.id as 'Call No', DATE_FORMAT(t.Created, "%m/%d/%Y") as 'Date', CASE WHEN tcf.CustomField = 4 THEN tcf.Content ELSE NULL END as 'Machine ID', DATE_FORMAT(t.Created, "%H:%i") as 'Time Reported', CASE WHEN tcf.CustomField = 1 THEN tcf.Content ELSE NULL END as 'Project', t.Subject as 'Fault Description', u.Name as 'Caller Name', t.Priority as 'Priority', u.Name as 'Engineer', "" as 'Vendor', DATE_FORMAT(t.Started, "%H:%i") as 'Time Attended', DATE_FORMAT(t.Resolved, "%H:%i") as 'Time Completed', DATE_FORMAT(t.Resolved, "%m/%d/%Y") as 'Date Completed', t.Status as 'Status' FROM Tickets t, TicketCustomFieldValues tcf, Users u WHERE t.id = tcf.Ticket AND (t.Creator = u.id OR t.Owner = u.id) AND DATE_FORMAT(t.Created, "%m/%d/%Y") BETWEEN "11/20/2004" AND "11/22/2004" _________________ I would like to use this in a .cgi file and create a .xls file - can some one help me please ?? Thanks in advance Manjunath Hegde -----Original Message----- From: Hegde Manjunath [mailto:Manjunath_Hegde at syntelinc.com] Sent: Tuesday, November 23, 2004 10:38 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Call Report -Help required Hi, I have been using rt3 with mysql and till now, it has ben a success story. Has any one got a html / cgi file to generate a report of the calls logged. Thanks in advance Manjunath hegde ____________________________________________ Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ____________________________________________ Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies. From Ruslan.Zakirov at acronis.com Wed Nov 24 10:11:12 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 24 Nov 2004 18:11:12 +0300 Subject: [rt-users] segmentation fault when trying to initialize DB In-Reply-To: References: Message-ID: <41A4A490.7070207@acronis.com> Rebuild DBI and DBD::mysql Mathew Walker wrote: > I've been walking through the manual and managed to work out all my > problems and now i'm ready to create the DB and ... > > [root at localhost rt-3.2.2]# make initialize-database > /usr/local/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba > root --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 mysql instance on localhost as root. > 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. > Creating mysql database rt3. > make: *** [initialize-database] Segmentation fault > > [root at localhost rt-3.2.2]# make dropdb > /usr/local/bin/perl //opt/rt3/sbin/rt-setup-database --action drop > --dba root --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 mysql instance on localhost as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > About to drop mysql database rt3 on localhost. > WARNING: This will erase all data in rt3. > > Proceed [y/N]:y > Dropping mysql database rt3. > make: *** [dropdb] Segmentation fault > > > This is a RH9 system. I did upgrade Perl to 5.8.5 and MySQL to 4.1.7. > > Ideas would be greately appreciated. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From hmma at housing.hsg.uci.edu Wed Nov 24 10:58:50 2004 From: hmma at housing.hsg.uci.edu (Kenny (Hien) Ma) Date: Wed, 24 Nov 2004 07:58:50 -0800 Subject: [rt-users] RT on Win32 and SSL? Message-ID: Hi all, I have just installed RT on a Windows 2003 machine by following the instruction on http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide . I would like to secure RT with SSL, but I don't know where to start. Have anyone successfully done this? Your help is greatly appreciated. Kenny -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Wed Nov 24 11:24:16 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 24 Nov 2004 10:24:16 -0600 Subject: [rt-users] Palm OS Synchronization In-Reply-To: References: Message-ID: <1101313456.9136.76.camel@les-home.futuresource.com> On Wed, 2004-11-24 at 04:52, Kev Buckley wrote: > I might as well throw the XML instead of iCal transfer/intermediate > format into the equation. I think it is at least as likely that someone would want to pull the data into outlook tasks or the evolution or icalendar equivalents, then sync to/from the palm because there may be other sources of events to merge and they may also be modified from the PC if one is in the picture. For myself, the email copy is the best place to work since I have other things sending email that I track and it is easy enough to make email go anywhere. --- Les Mikesell les at futuresource.com From gdunn at inscriber.com Wed Nov 24 11:34:48 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Wed, 24 Nov 2004 11:34:48 -0500 Subject: [rt-users] RSS feed clients Message-ID: <41A4B828.5010906@inscriber.com> I've been trying to get the RSS feed for a queue to work with the Thunderbird email client (Thunderbird 0.9, RT 3.2.2, Apache 1.3). The client works fine with RSS feeds from the Register / Slashdot, etc, but complains that the RT feed is not valid. Is there a "gold standard" client that this can be tested with? Thanks, Graham -- Graham Dunn, IT Manager Inscriber Technology Corporation 26 Peppler St, Waterloo, ON, CA N2J3C4 519 570 9111 x243 -------------- next part -------------- A non-text attachment was scrubbed... Name: gdunn.vcf Type: text/x-vcard Size: 175 bytes Desc: not available URL: From ralf.hack at gmail.com Wed Nov 24 11:34:50 2004 From: ralf.hack at gmail.com (Ralf Hack) Date: Wed, 24 Nov 2004 16:34:50 +0000 Subject: [rt-users] Call Report -Help required In-Reply-To: <0204CF7F13EAD8119DDC0002B3C146A50121A938@PUNEEXCH1> References: <0204CF7F13EAD8119DDC0002B3C146A50121A938@PUNEEXCH1> Message-ID: <2e9b147704112408344437e314@mail.gmail.com> There are modules for perl that generate CSV files to be downloaded into your spreadsheet. But, perhaps a low tech approach of stuffing into the existing query the conventional methods for creating CSV files will do just fine ? SELECT t.id as......"11/22/2004" INTO OUTFILE'/tmp/outfile' FIELDS TERMINATED BY '\t' OPTIONALLY ENCLOSED BY '"' LINES TERMINATED BY '\n' FROM Tickets t, ... Open the file /tmp/outfile with your favorite text editor and cut-n-paste the into an empty excel spreadsheet. You _could_ do a http get on /tmp/outfile if you are keen on using a web server. Don't know which mime type to use though. Cut 'n' paste works for me though. On Wed, 24 Nov 2004 09:56:05 -0500, Hegde Manjunath wrote: > Hi, > > I could build some MySQL querry which would give me a call report with all > the details i need. > Has any one got a script to generate a .xls file for such reports - please > help me > The querry is given below (incase if it helps some one ) > ________________ > SELECT > t.id as 'Call No', > DATE_FORMAT(t.Created, "%m/%d/%Y") as 'Date', > CASE WHEN tcf.CustomField = 4 THEN tcf.Content ELSE NULL END as 'Machine > ID', > DATE_FORMAT(t.Created, "%H:%i") as 'Time Reported', > CASE WHEN tcf.CustomField = 1 THEN tcf.Content ELSE NULL END as 'Project', > t.Subject as 'Fault Description', > u.Name as 'Caller Name', > t.Priority as 'Priority', > u.Name as 'Engineer', > "" as 'Vendor', > DATE_FORMAT(t.Started, "%H:%i") as 'Time Attended', > DATE_FORMAT(t.Resolved, "%H:%i") as 'Time Completed', > DATE_FORMAT(t.Resolved, "%m/%d/%Y") as 'Date Completed', > t.Status as 'Status' > FROM > Tickets t, > TicketCustomFieldValues tcf, > Users u > WHERE > t.id = tcf.Ticket > AND (t.Creator = u.id OR t.Owner = u.id) > AND DATE_FORMAT(t.Created, "%m/%d/%Y") BETWEEN "11/20/2004" AND "11/22/2004" > _________________ > > I would like to use this in a .cgi file and create a .xls file - can some > one help me please ?? > > Thanks in advance > > Manjunath Hegde > > > > > -----Original Message----- > From: Hegde Manjunath [mailto:Manjunath_Hegde at syntelinc.com] > Sent: Tuesday, November 23, 2004 10:38 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Call Report -Help required > > Hi, > > I have been using rt3 with mysql and till now, it has ben a success story. > > Has any one got a html / cgi file to generate a report of the calls logged. > > Thanks in advance > > Manjunath hegde > > ____________________________________________ > Confidential: This electronic message and all contents contain information > from Syntel, Inc. which may be privileged, confidential or otherwise > protected from disclosure. The information is intended to be for the > addressee only. If you are not the addressee, any disclosure, copy, > distribution or use of the contents of this message is prohibited. If you > have received this electronic message in error, please notify the sender > immediately and destroy the original message and all copies. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > ____________________________________________ > Confidential: This electronic message and all contents contain information > from Syntel, Inc. which may be privileged, confidential or otherwise > protected from disclosure. The information is intended to be for the > addressee only. If you are not the addressee, any disclosure, copy, > distribution or use of the contents of this message is prohibited. If you > have received this electronic message in error, please notify the sender > immediately and destroy the original message and all copies. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From vakumar at blackrock.com Wed Nov 24 11:54:47 2004 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Wed, 24 Nov 2004 11:54:47 -0500 Subject: [rt-users] Rights for saved searches Message-ID: The way I have it setup (testing with RT 3.3.11), I gave the Privilidged group permissions to: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches. And this appears to work fine. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Dan Fulbright Sent: Tuesday, November 23, 2004 2:45 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Rights for saved searches What rights do I have to grant to be able to use saved searches? I have given myself (and Everyone) EditSavedSearches and ShowSavedSearches rights in Global User (and Group) Rights. So far, the only way I have been able to save searches is to make myself a superuser. I able to view the saved searches with the above scenario, but I am unable to edit any of them. My setup: RT 3.2.2 Perl 5.8.5 MySQL 4.0.21 Apache 1.3.27 FastCGI 1.05 Thanks in advance. -- Dan Fulbright Broken Arrow, Oklahoma, USA _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From lists.fsck.com at okra.org Wed Nov 24 12:02:37 2004 From: lists.fsck.com at okra.org (Dan Fulbright) Date: Wed, 24 Nov 2004 11:02:37 -0600 Subject: [rt-users] Rights for saved searches In-Reply-To: References: Message-ID: <41A4BEAD.1080804@okra.org> > The way I have it setup (testing with RT 3.3.11), I gave the > Privilidged group permissions to: CreateSavedSearch, > EditSavedSearches, LoadSavedSearch, ShowSavedSearches. And this > appears to work fine. CreateSavedSearch and LoadSavedSearch don't exist in 3.2.2. Any solutions for that version (the latest release)? From data2 at cablespeed.com Wed Nov 24 13:45:55 2004 From: data2 at cablespeed.com (Jon Krause) Date: Wed, 24 Nov 2004 13:45:55 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 References: <41A49520.FA02D865@utoronto.ca> Message-ID: <011601c4d255$d5714580$05dc3818@mdm2205> ----- Original Message ----- From: "Ron Tyro" Sent: Wednesday, November 24, 2004 9:05 AM Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 : Hi. : : I followed the instructions on the rt-wiki page for FreeBSD, and : everything seemed to install okay. : When I run "make initialize-database", I get "make: don't know how to : make initialize-database. Stop". I then noticed that only the mysql : client was installed, and nothing else. : : For the FreeBSD installation, do I need to install all the required : components first or will the install do this for me? : : Thanks, : Ron : : Scotiabank Information Commmons, University of Toronto : Ron, For some reason RT from FreeBSD ports (4.10 Release) does not have mysql-server as a required dependancy. You will need to add the appropriate mysql-server port also, use the matching version of the mysql-client you have. Autrijus Tang is listed as the maintainer for this FreeBSD port and sometimes posts to this list, perhaps he should be notified. Hope this helps, Jon : _______________________________________________ : http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users : : Be sure to check out the RT wiki at http://wiki.bestpractical.com From wright at smx.pair.com Wed Nov 24 14:03:21 2004 From: wright at smx.pair.com (Dan Wright) Date: Wed, 24 Nov 2004 14:03:21 -0500 (EST) Subject: [rt-users] Bug in Search/Results.html In-Reply-To: References: <417E0E2F.9090605@multiplay.co.uk> Message-ID: I have a similar issue in rt 3.2.1. I found that if you click on one of the links from the Quicksearch component, and then click on one of the tickets that are shown, and then click on the "Show Results" link, it will take you back to the results of the most recent query builder results, and not the results from the Quicksearch link. I'm not sure if that was the intended behavior or not, but it wasn't what we wanted, so we made this change in Search/Results.html that might be useful to others: < $session{'tickets'}->FromSQL($Query) if ($Query); --- > if ( $Query ) { > undef $session{'CurrentSearchHash'}; > $session{'CurrentSearchHash'}->{'Query'} = $Query; > $session{'tickets'}->FromSQL($Query); > } This makes sure that any time the Results.html page is called with a Query, that query becomes the new current search. Apologies if this issue has already been addresses, but I searched the list archives archives and could not find anything other than the message quoted below. Regards, -Dan Daniel J. Wright wright at pair.com Lead Software Developer, pairNIC https://www.pairnic.com pair Networks, Inc. http://www.pair.com On Tue, 26 Oct 2004, Jesse Vincent wrote: > What version of RT are you using? It's worth trying the latest RT 3.2 > from subversion, as we have a much more comprehensive fix for this > issue. > Generally, if you have to be going into the datastructure inside an RT > object, something is wrong with the abstraction. > > > On Oct 26, 2004, at 4:43 AM, Matthew Cheale wrote: > > > Two things I've found: > > > > 1) If no query is passed in then the session query is not getting > > loaded making the "Show Results" button fail. > > > > 2) The item_map does not get refreshed if the query changes but the > > orderby and order fields remain the same, like if you're navigating > > using the Quicksearch. > > > > I recovered this functionality with the following changes to the file, > > copying it into the local path first of course. > > > > I've resolved by: > > < $session{'tickets'}->FromSQL($Query) if ($Query); > > -- > > > if ($Query) > > > { > > > $session{'tickets'}->FromSQL($Query); > > > undef $session{'tickets'}->{'items_array'}; > > > } > > > else > > > { > > > $Query = $session{'tickets'}->Query(); > > > } > > > > I hope this is of some use to people. > > > > -- > > With regards, > > > > Matthew Cheale > > > > > > ================================================ > > 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. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From ronn at emm.org Wed Nov 24 14:28:34 2004 From: ronn at emm.org (Ronald Nissley) Date: Wed, 24 Nov 2004 14:28:34 -0500 Subject: [rt-users] Newbie question about queues Message-ID: Is there a good argument for queue naming schemes? Does it make more sense to give a queue name related to a type of problem (e.g. e-mail, etc.) vs. departmental (e.g. HR, etc.)? I apologize if this has been already answered. I haven't yet found a good way to search rt-users archives. Thank you for your time and consideration, Ron -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Wed Nov 24 14:33:33 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 24 Nov 2004 14:33:33 -0500 Subject: [rt-users] Newbie question about queues In-Reply-To: References: Message-ID: <20041124193333.GH12692@chaka.net> Choose a scheme that make assigning group rights to queues as simple as possible. -Todd On Wed, Nov 24, 2004 at 02:28:34PM -0500, Ronald Nissley wrote: > Is there a good argument for queue naming schemes? Does it make more > sense to give a queue name related to a type of problem (e.g. e-mail, > etc.) vs. departmental (e.g. HR, etc.)? > > > > I apologize if this has been already answered. I haven't yet found a > good way to search rt-users archives. > > > > Thank you for your time and consideration, > > > > Ron > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Adam.Arlett at tigerbrands.com Wed Nov 24 15:14:43 2004 From: Adam.Arlett at tigerbrands.com (Adam Arlett) Date: Wed, 24 Nov 2004 22:14:43 +0200 Subject: [rt-users] Newbie question about queues Message-ID: <8FDDEDA992E90841B4F79C0D3302399C4E7BF3@fx-bryanston.tigerbrands.net> Here's a good archive http://www.gossamer-threads.com/lists/rt/users/ you can use custom fields to break things down inside of queues either departments in the email problems or vice versa so flip a coin _____ From: Ronald Nissley [mailto:ronn at emm.org] Sent: 24 November 2004 21:29 To: Request Tracker Subject: [rt-users] Newbie question about queues Is there a good argument for queue naming schemes? Does it make more sense to give a queue name related to a type of problem (e.g. e-mail, etc.) vs. departmental (e.g. HR, etc.)? I apologize if this has been already answered. I haven't yet found a good way to search rt-users archives. Thank you for your time and consideration, Ron -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Wed Nov 24 15:33:40 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 24 Nov 2004 14:33:40 -0600 Subject: [rt-users] Newbie question about queues In-Reply-To: References: Message-ID: <1101328419.9691.12.camel@les-home.futuresource.com> On Wed, 2004-11-24 at 13:28, Ronald Nissley wrote: > Is there a good argument for queue naming schemes? Does it make more > sense to give a queue name related to a type of problem (e.g. e-mail, > etc.) vs. departmental (e.g. HR, etc.)? I thought it made sense to name the queues with some relationship to the group of people who would watch it, then make a group of the same name for access permission. There are still some exceptions but it seems to work to have some-product-support with a customer-facing group answering user-error kinds of problems directly and pushing tickets that relate to real product problems into the some-product-development queue with a different group of watchers. We also have some queues that are per-department for projects and tasks that have a different life-cycle but again the idea is to keep the right tickets in front of the people who can help resolve them and out of everyone else's way. --- Les Mikesell les at futuresource.com From checkpoint at ozbergs.com Wed Nov 24 15:12:03 2004 From: checkpoint at ozbergs.com (Stevo) Date: Wed, 24 Nov 2004 12:12:03 -0800 Subject: [rt-users] Custom Fields in Email Message-ID: <072f01c4d261$dcf6a9b0$0a02010a@renditionnetworks.com> Hey All, I'd like to add a custom field to be included in the admin correspondence template and was wondering if that was possible? I have a Customer Name custom field and would like that to be included as part of the email that gets sent out with the admin correspondence. Anyone have any ideas on this?! Thanks -Stevo -------------- next part -------------- An HTML attachment was scrubbed... URL: From raja at newgenimaging.com Wed Nov 24 16:18:36 2004 From: raja at newgenimaging.com (Raja Subramanian) Date: Thu, 25 Nov 2004 02:48:36 +0530 Subject: [rt-users] two separate emails sent when Cc field is filled on "Reply" Message-ID: <20041124211836.GA17638@pcomm.hfi.unimelb.edu.au> Hi, I'm running RT 3.0.11 on stock Debian Sarge. I have a problem when a user replies to a ticket using rt/Ticket/Update.html. My ticket has the following properties - 1. Requestor -> set to a valid email id, 2. Cc, AdminCc -> unset 3. The user fills the Cc (UpdateCc) form field and replies to the ticket. On submit, two separate emails get sent out. 1. First email contains Requestor's email ID in To: field. The Cc: field is empty. 2. Second email contains UpdateCc emails in the Cc: field. The To: field is empty. This confuses the Requestor as he/she is unaware of the CCs that were also sent along with the same email. The UpdateCc recipients are also puzzled because they recieve an email with no To: address and their email in the Cc: field. I don't want this behaviour and want only one email to be sent with the Requestor's email in the To field and the UpdateCc emails in the Cc field. I have trawled the source without much luck. Can someone help me resolve this issue? Thanks, - Raja From sheeri.kritzer at tufts.edu Wed Nov 24 12:28:38 2004 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Wed, 24 Nov 2004 12:28:38 -0500 Subject: [rt-users] Call Report -Help required In-Reply-To: <0204CF7F13EAD8119DDC0002B3C146A50121A938@PUNEEXCH1> References: <0204CF7F13EAD8119DDC0002B3C146A50121A938@PUNEEXCH1> Message-ID: <1101317318.41a4c4c671eb5@webmail.tufts.edu> Dear Hedge, Of course you say 'help required'. If you didn't need help, you wouldn't be asking the list. I've done this before, and it's not difficult. What you want to do is format the output into a comma-separated list of values, and then put the following in the page header: Content-type: application/msexcel\n Content-disposition: inline; filename=\"test.csv\"\n Pragma: no-cache\n Expires: 0\n\n where test.csv is your filename. I hope this helps. I'll also note that this really isn't a topic for this list, as it really has nothing to do with RT except for the fact that it's the RT database that you want to generate this from. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting Hegde Manjunath : > Hi, > > I could build some MySQL querry which would give me a call report with all > the details i need. > Has any one got a script to generate a .xls file for such reports - please > help me > The querry is given below (incase if it helps some one ) > ________________ > SELECT > t.id as 'Call No', > DATE_FORMAT(t.Created, "%m/%d/%Y") as 'Date', > CASE WHEN tcf.CustomField = 4 THEN tcf.Content ELSE NULL END as 'Machine > ID', > DATE_FORMAT(t.Created, "%H:%i") as 'Time Reported', > CASE WHEN tcf.CustomField = 1 THEN tcf.Content ELSE NULL END as 'Project', > t.Subject as 'Fault Description', > u.Name as 'Caller Name', > t.Priority as 'Priority', > u.Name as 'Engineer', > "" as 'Vendor', > DATE_FORMAT(t.Started, "%H:%i") as 'Time Attended', > DATE_FORMAT(t.Resolved, "%H:%i") as 'Time Completed', > DATE_FORMAT(t.Resolved, "%m/%d/%Y") as 'Date Completed', > t.Status as 'Status' > FROM > Tickets t, > TicketCustomFieldValues tcf, > Users u > WHERE > t.id = tcf.Ticket > AND (t.Creator = u.id OR t.Owner = u.id) > AND DATE_FORMAT(t.Created, "%m/%d/%Y") BETWEEN "11/20/2004" AND "11/22/2004" > _________________ > > I would like to use this in a .cgi file and create a .xls file - can some > one help me please ?? > > Thanks in advance > > Manjunath Hegde > > > > -----Original Message----- > From: Hegde Manjunath [mailto:Manjunath_Hegde at syntelinc.com] > Sent: Tuesday, November 23, 2004 10:38 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Call Report -Help required > > > Hi, > > I have been using rt3 with mysql and till now, it has ben a success story. > > Has any one got a html / cgi file to generate a report of the calls logged. > > > > Thanks in advance > > Manjunath hegde > > > > ____________________________________________ > Confidential: This electronic message and all contents contain information > from Syntel, Inc. which may be privileged, confidential or otherwise > protected from disclosure. The information is intended to be for the > addressee only. If you are not the addressee, any disclosure, copy, > distribution or use of the contents of this message is prohibited. If you > have received this electronic message in error, please notify the sender > immediately and destroy the original message and all copies. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > ____________________________________________ > Confidential: This electronic message and all contents contain information > from Syntel, Inc. which may be privileged, confidential or otherwise > protected from disclosure. The information is intended to be for the > addressee only. If you are not the addressee, any disclosure, copy, > distribution or use of the contents of this message is prohibited. If you > have received this electronic message in error, please notify the sender > immediately and destroy the original message and all copies. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From rt at chaka.net Wed Nov 24 16:43:32 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 24 Nov 2004 16:43:32 -0500 Subject: [rt-users] Custom Fields in Email In-Reply-To: <072f01c4d261$dcf6a9b0$0a02010a@renditionnetworks.com> References: <072f01c4d261$dcf6a9b0$0a02010a@renditionnetworks.com> Message-ID: <20041124214332.GI12692@chaka.net> Assuming type single: $TicketObj->FirstCustomFieldValue('MyField') On Wed, Nov 24, 2004 at 12:12:03PM -0800, Stevo wrote: > Hey All, > > I'd like to add a custom field to be included in the admin correspondence template and was wondering if that was possible? I have a Customer Name custom field and would like that to be included as part of the email that gets sent out with the admin correspondence. > > Anyone have any ideas on this?! > > Thanks > > -Stevo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Wed Nov 24 18:04:41 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 25 Nov 2004 02:04:41 +0300 Subject: [rt-users] Custom Fields in Email In-Reply-To: <072f01c4d261$dcf6a9b0$0a02010a@renditionnetworks.com> References: <072f01c4d261$dcf6a9b0$0a02010a@renditionnetworks.com> Message-ID: <41A51389.5030106@acronis.com> http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail See also http://wiki.bestpractical.com/index.cgi?Contributions Template parts section Stevo wrote: > Hey All, > > I'd like to add a custom field to be included in the admin > correspondence template and was wondering if that was possible? I have > a Customer Name custom field and would like that to be included as part > of the email that gets sent out with the admin correspondence. > > Anyone have any ideas on this?! > > Thanks > > -Stevo > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From andy at wildbrain.com Wed Nov 24 21:03:31 2004 From: andy at wildbrain.com (Andy Moran) Date: Wed, 24 Nov 2004 18:03:31 -0800 Subject: [rt-users] Deleting 'spam' tickets Message-ID: <41A53D73.2030408@wildbrain.com> Hello! We are using RT 2.0.13. Most of our tickets in our ticketing databases are a result of spam messages generating tickets. Fortunately, those get filtered to another queue where they await approval so we don't see them.. However, I feel like they are slowing down our ticketing system as there are hundreds of real tickets to thousands of spam generated tickets. It was proposed that we manually go into our postgresql database and remove the tickets in question. My questions: Would removing (permanently) these tickets be possible, would it adversely effect RT somehow that the ticket no longer exists, and would RT reuse those ticket numbers at all? Thanks for your time! --Andy P.S. We are thinking of reworking our system so that submissions marked as spam get held in a approval-only mailman list so they don't generate tickets until they are approved by someone. From mksmith at noanet.net Wed Nov 24 22:37:04 2004 From: mksmith at noanet.net (Michael Smith) Date: Wed, 24 Nov 2004 19:37:04 -0800 Subject: [rt-users] Problems Upgrading from 2.0.15 to 3.x Message-ID: <6B628149FCE1B543A3AB351A29DC7D8E3A8EA0@basilisk.noanet.lan> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello All: I originally posted this question last week and haven't seen a response, so I though I would send it again. If anyone has any hints at all I would really appreciate it. Right now I cannot get our existing 2.0.15 database to migrate using the 1.0.23 version of the script. It exports with no trouble but the import throws errors for every attempted entry, some of them listed below. I've also included system information that may/may not help. Please help so I can move up into the newer trains of software! Thanks, Mike Old - ---- RT 2.0.15 Perl 5.8.5 MySQL 4.1.7 Max FreeBSD 4.10 New - ------ RT 3.3.11 (Have tried 3.0.x as well, same results) Perl 5.8.5 MySQL 4.1.7 Standard FreeBSD 5.3 (tried on 4.10 as well, same results) Here are the error messages it throws. I've only included a few as every one of the 10k attempted entries generates an error. uCreating user Unnamed user 763 .[Fri Nov 19 01:23:43 2004] [error]: Could not create a new user - (/usr/local/rt3.3/lib/RT/User_Overlay.pm:267) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 763' }; Couldn't create ticket HASH(0x93e4ce8) $VAR1 = { 'Requestor' => [ 'tgregory at tarjema.com' ], 'Owner' => undef, 'LastUpdatedBy' => undef, '_RecordTransaction' => '0', 'id' => 1, 'Queue' => 'noc', 'Creator' => undef }; - -- Michael K. Smith NoaNet 206.219.7116 (work) 866.662.6380 (NOC) mksmith at noanet.net http://www.noanet.net -----BEGIN PGP SIGNATURE----- Version: PGP 8.0.3 iQA/AwUBQaVTYJzgx7Y34AxGEQJIhgCgmIE9No0qHkzAPvcGwo8bIpktGAoAoPZB 39fbPvTgnCKVBbEICH5EaMWq =zhGp -----END PGP SIGNATURE----- From rickr at rice.edu Wed Nov 24 22:44:10 2004 From: rickr at rice.edu (Rick Russell) Date: Wed, 24 Nov 2004 21:44:10 -0600 Subject: [rt-users] Newbie question about queues In-Reply-To: References: Message-ID: <41A5550A.4070107@rice.edu> Ronald Nissley wrote: > Is there a good argument for queue naming schemes? Does it make more > sense to give a queue name related to a type of problem (e.g. e-mail, > etc.) vs. departmental (e.g. HR, etc.)? I think you can make arguments for both, but at my site we are dividing by organization/responsibility, not problem topic. -- -=> Rick Russell: Problem Dispatcher, Virus Guy, Dialup Dude <=- -=> Rice University Information Technology <=- -=> Submit computer problems or questions to http://problem.rice.edu/ <=- -=> Contact me personally at rickr at rice.edu <=- From cmap_sec at yahoo.co.uk Thu Nov 25 06:31:46 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Thu, 25 Nov 2004 11:31:46 +0000 (GMT) Subject: [rt-users] watcher emails and ability to reply and resolve Message-ID: <20041125113146.41957.qmail@web25710.mail.ukl.yahoo.com> hi I have two problems I've been wracking my brains over- 1. I want RT (3.2.2) to email out to watchers - I'm in the group that has watcher privilege. The FAQ has a non-specific " A - You need to enable scrips to send mail to ticket and queue watchers as cc's and then sign up the relevant users as watchers. The fact that they have the right to watch things doesn't mean that they _are_ watching them. " So I tried setting up a scrip of - created On Create Notify Ccs with template new ticket watchers but no emails. 2. I can take tickets and see the tickets and queue but can't reply or resolve (no error shown). I'm in a group that has Commenton, Create, Modify, Own, ReplyTo, Seequeue, Showoutgoingemail, Showticket,showticketcomments, taketicket and watch on the queue that a fault is added to. Elaine ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From elacour at easter-eggs.com Thu Nov 25 08:16:00 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 25 Nov 2004 14:16:00 +0100 Subject: [rt-users] Where to obtain the latest RT3 statistics package Message-ID: <20041125131600.GE18589@easter-eggs.com> The site where it should be seems to no longer has this file, is there here someone who can send it to me or better put in the rt contrib directory (which has an old version)? -- 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 ch at westend.com Thu Nov 25 11:18:17 2004 From: ch at westend.com (Christian Hammers) Date: Thu, 25 Nov 2004 17:18:17 +0100 Subject: [rt-users] Simple Search in SelfService - Location of the Display.html URL? Message-ID: <20041125161817.GA2493@westend.com> Hello I managed to enable the SimpleSearch (upper right corner box) for my Customers by copying parts of index.html to SelfService/index.html. If works so far as that I can see a proper result list. Sadly the URLs all show "/rt/Ticket/Display.html?.." instead of "/rt/SelfService/Ticket/Display.html?.." and if the customer clicks on them the view resets to "/index.html" as it's an invalid URL for a customer (at least I guess so). Which page is responsible for generating the URL string? I cannot find it... bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From rainer at ultra-secure.de Thu Nov 25 11:43:54 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 25 Nov 2004 17:43:54 +0100 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 In-Reply-To: <011601c4d255$d5714580$05dc3818@mdm2205> References: <41A49520.FA02D865@utoronto.ca> <011601c4d255$d5714580$05dc3818@mdm2205> Message-ID: <41A60BCA.3020007@ultra-secure.de> Jon Krause wrote: >----- Original Message ----- >From: "Ron Tyro" >Sent: Wednesday, November 24, 2004 9:05 AM >Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 > > >: Hi. >: >: I followed the instructions on the rt-wiki page for FreeBSD, and >: everything seemed to install okay. >: When I run "make initialize-database", I get "make: don't know how to >: make initialize-database. Stop". I then noticed that only the mysql >: client was installed, and nothing else. >: >: For the FreeBSD installation, do I need to install all the required >: components first or will the install do this for me? >: >: Thanks, >: Ron >: >: Scotiabank Information Commmons, University of Toronto >: > >Ron, > For some reason RT from FreeBSD ports (4.10 Release) does not have >mysql-server as a required dependancy. You will need to add the appropriate >mysql-server port also, use the matching version of the mysql-client you >have. > > > The reason is (probably) that it's not set in stone that the mysql-server and RT have to be on the same host. It's the same with a lot of other apps in the ports-tree (e.g. PHP). > Autrijus Tang is listed as the maintainer for this FreeBSD port and >sometimes posts to this list, perhaps he should be notified. > > I don't think it is an error. It's a design-decision ;-) Rainer -- =================================================== ~ Rainer Duffner - rainer at ultra-secure.de ~ ~ Freising - Munich - Germany ~ ~ Unix - Linux - BSD - OpenSource - Security ~ ~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~ =================================================== From ernest at afrinic.org Thu Nov 25 12:11:14 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Thu, 25 Nov 2004 19:11:14 +0200 Subject: [rt-users] mail from RT desnt reach requestors Message-ID: <41A61232.4070103@afrinic.org> hi RT users, i see a unique issue in my RT - when a ticket is crreated, the auto-ack message doesnt reach the requestor, nor any of the admin-ccs. when i look in the RT logs, i see that RT has sent the mails to the requestors and the admin cc's but the mail deosnt reach any of these parties. its not the mail server config because its working well. i also no RT related errors in the maillog. RT: 3.0.10 RHEL AS 3.0, 2.4.21-EL MySQL 4.0 Perl 5.8.0 Please advise what the problem might be. thanks, ernest. From ron.tyro at utoronto.ca Thu Nov 25 13:10:59 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Thu, 25 Nov 2004 13:10:59 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 References: <41A49520.FA02D865@utoronto.ca> <011601c4d255$d5714580$05dc3818@mdm2205> <41A60BCA.3020007@ultra-secure.de> Message-ID: <41A62033.305F55D9@utoronto.ca> I was able to install the mysql server and the make initialize-database worked. I am running RT and mysql on the same host. That was something I was interested in as well: can RT talk to a remote database. Now I need to configure httpd.conf, but I'm not sure what the defaults are for RT of FreeBSD. Did it use mod_perl or fastcgi? Does anybody know? Does the RT install create a log file which I can view? Thanks, Ron Scotiabank Information Commmons, University of Toronto Rainer Duffner wrote: > > Jon Krause wrote: > > >----- Original Message ----- > >From: "Ron Tyro" > >Sent: Wednesday, November 24, 2004 9:05 AM > >Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 > > > > > >: Hi. > >: > >: I followed the instructions on the rt-wiki page for FreeBSD, and > >: everything seemed to install okay. > >: When I run "make initialize-database", I get "make: don't know how to > >: make initialize-database. Stop". I then noticed that only the mysql > >: client was installed, and nothing else. > >: > >: For the FreeBSD installation, do I need to install all the required > >: components first or will the install do this for me? > >: > >: Thanks, > >: Ron > >: > >: Scotiabank Information Commmons, University of Toronto > >: > > > >Ron, > > For some reason RT from FreeBSD ports (4.10 Release) does not have > >mysql-server as a required dependancy. You will need to add the appropriate > >mysql-server port also, use the matching version of the mysql-client you > >have. > > > > > > > > The reason is (probably) that it's not set in stone that the > mysql-server and RT have to be on the same host. > It's the same with a lot of other apps in the ports-tree (e.g. PHP). > > > Autrijus Tang is listed as the maintainer for this FreeBSD port and > >sometimes posts to this list, perhaps he should be notified. > > > > > > I don't think it is an error. It's a design-decision ;-) > > Rainer > > -- > =================================================== > ~ Rainer Duffner - rainer at ultra-secure.de ~ > ~ Freising - Munich - Germany ~ > ~ Unix - Linux - BSD - OpenSource - Security ~ > ~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~ > =================================================== From sean at inwords.co.za Thu Nov 25 13:27:27 2004 From: sean at inwords.co.za (Sean Wheller) Date: Thu, 25 Nov 2004 20:27:27 +0200 Subject: [rt-users] Auto activity Messages from RT to mail list Message-ID: <200411252027.27918.sean@inwords.co.za> Not sure this message reached the list, sending again ~~~~~~~~~~~ How can I set RT to send messages to a mailing list on any activity? The message should contain some details and information about the activity. While am at it, how can I search the RT mail archives? -- Sean Wheller Technical Author sean at inwords.co.za http://www.inwords.co.za From rt at chaka.net Thu Nov 25 15:28:09 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 25 Nov 2004 15:28:09 -0500 Subject: [rt-users] Auto activity Messages from RT to mail list In-Reply-To: <200411252027.27918.sean@inwords.co.za> References: <200411252027.27918.sean@inwords.co.za> Message-ID: <20041125202809.GJ12692@chaka.net> At Google: site:lists.bestpractical.com rt On Thu, Nov 25, 2004 at 08:27:27PM +0200, Sean Wheller wrote: > > While am at it, how can I search the RT mail archives? > -- > Sean Wheller > Technical Author > sean at inwords.co.za > http://www.inwords.co.za > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From smuller at netcommplete.com.au Thu Nov 25 19:23:42 2004 From: smuller at netcommplete.com.au (Scott Muller) Date: Fri, 26 Nov 2004 11:23:42 +1100 Subject: [rt-users] mail from RT desnt reach requestors In-Reply-To: <41A61232.4070103@afrinic.org> Message-ID: <004601c4d34e$2f4271d0$7264a8c0@netcommplete.lan> > > when i look in the RT logs, i see that RT has sent the mails to the > requestors and the admin cc's but the mail deosnt reach any of these > parties. > > its not the mail server config because its working well. i also no RT > related errors in the maillog. > Ernest, You say the RT log says the mail is sent. Is there anything in your maillogs. I suspect your answer lays there. From Manjunath_Hegde at syntelinc.com Fri Nov 26 01:21:42 2004 From: Manjunath_Hegde at syntelinc.com (Hegde Manjunath) Date: Fri, 26 Nov 2004 01:21:42 -0500 Subject: [rt-users] Mandatory CustomFields Message-ID: <0204CF7F13EAD8119DDC0002B3C146A50123CCEC@PUNEEXCH1> Has any one impemented Mandatory Custom fileds while submitting ticket via web ? Thanks Manjunath Hegde ____________________________________________ Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies. From awahlfeldt at subshell.com Fri Nov 26 05:31:55 2004 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Fri, 26 Nov 2004 11:31:55 +0100 Subject: [rt-users] AW: Deleting 'spam' tickets (Andy Moran) In-Reply-To: <20041125161702.06E5984C309@pallas.eruditorum.org> Message-ID: <002d01c4d3a3$26fa3bc0$0f00000a@bernoulli> hi andy, what you are going to do is EXTREMLY dangerous to the integrety of your rt-db and as far as i know not supported in any way. the recomended way to do this, would probably be to upgrade to rt3 and then use rtx-shredder (http://search.cpan.org/~ruz/RTx-Shredder). if you want/have to stay with rt2, there is a script that is supposed to do what you need. notice: I'VE NEVER USED IT. IT MIGHT BREAK YOUR DB. IT MIGHT BREAK YOUR INSTALLATION FOR ANY FURTHER UPDATES. you've been warned. if (unsensibly enough) still being interested take a look here: http://marc.free.net.ph/mbox/20031215.123203.713ec3e1.txt but don't ever come and blame me. good luck cu andreas __________________________ Andreas Wahlfeldt subshell GmbH Margaretenstra?e 43a 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt(at)subshell.com __________________________ > Message: 5 > Date: Wed, 24 Nov 2004 18:03:31 -0800 > From: Andy Moran > Subject: [rt-users] Deleting 'spam' tickets > To: rt-users at lists.bestpractical.com > Message-ID: <41A53D73.2030408 at wildbrain.com> > Content-Type: text/plain; charset=ISO-8859-1 > > > Hello! > > We are using RT 2.0.13. Most of our tickets in our ticketing > databases are a result of spam messages generating tickets. > Fortunately, those get filtered to another queue where they await > approval so we don't see them.. However, I feel like they are slowing > down our ticketing system as there are hundreds of real tickets to > thousands of spam generated tickets. > > It was proposed that we manually go into our postgresql database and > remove the tickets in question. My questions: Would removing > (permanently) these tickets be possible, would it adversely effect RT > somehow that the ticket no longer exists, and would RT reuse those > ticket numbers at all? > > > Thanks for your time! > > --Andy > > P.S. We are thinking of reworking our system so that submissions marked > as spam get held in a approval-only mailman list so they don't generate > tickets until they are approved by someone. > From daniel at digsys.bg Fri Nov 26 07:22:15 2004 From: daniel at digsys.bg (Daniel Kalchev) Date: Fri, 26 Nov 2004 14:22:15 +0200 Subject: [rt-users] tickets display confusion Message-ID: <200411261222.iAQCMF4T086064@dcave.digsys.bg> I have come across the following 'weird' behavior in RT 3.2.2: Suppose, we have an queue "q1" and user "test". This user has CreateTicket right for the q1 queue. Rights ShowTicket, CommentOnTicker and SeeQeueue are granted to group Requestor. User test creates an ticket in queue q1. Now, when the user clocks on q1 (from the list of queues in RT's home display), they are told there are 244 tickets in queue q1 (that's right), but no tickets are shown on the first display. There is a "Next Page" link, and when you follow all pages, on the lack page the ticket is displayed. The 'weird' part here is, that it should not tell the user these are 244 tickets in the queue, as that user is not supposed to see those tickets. (same applies to the list of queues - number of tickets there should also reflect the user's rights to see tickets). When the user sees no tickets on the first page, they may not know that the ticket may be found hitting the 'Next Page' link (then, they also do not know how many times to hit it). Has anyone see this? Any ideas where to look at? I haven't yet studied this part of the code, but the fix should be obvious. Best Regards, Daniel From rainer at ultra-secure.de Fri Nov 26 08:36:24 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 26 Nov 2004 14:36:24 +0100 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 In-Reply-To: <41A62033.305F55D9@utoronto.ca> References: <41A49520.FA02D865@utoronto.ca> <011601c4d255$d5714580$05dc3818@mdm2205> <41A60BCA.3020007@ultra-secure.de> <41A62033.305F55D9@utoronto.ca> Message-ID: <41A73158.5030309@ultra-secure.de> Ron Tyro wrote: >I was able to install the mysql server and the make initialize-database >worked. I am running RT and mysql on the same host. That was something >I was interested in as well: can RT talk to a remote database. > >Now I need to configure httpd.conf, but I'm not sure what the defaults >are for RT of FreeBSD. Did it use mod_perl or fastcgi? Does anybody >know? Does the RT install create a log file which I can view? > > No, but you can run "script" prior install ;-) pkg_info|grep mod pkg_info|grep cgi should also give a definitive answer. But I think it is mod_perl by default - information on how to configure apache is in the wiki. wiki.bestpractical.com Rainer -- =================================================== ~ Rainer Duffner - rainer at ultra-secure.de ~ ~ Freising - Munich - Germany ~ ~ Unix - Linux - BSD - OpenSource - Security ~ ~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~ =================================================== From wash at wananchi.com Fri Nov 26 08:49:53 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Fri, 26 Nov 2004 16:49:53 +0300 Subject: [rt-users] Howto delete a single ticket with CLI Message-ID: <20041126134953.GA33935@ns2.wananchi.com> rt-3.2.2 here. I have a ticket that refuses to be deleted using the web UI. How do I delete it using the CLI? Thanks cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From cmap_sec at yahoo.co.uk Fri Nov 26 10:23:58 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Fri, 26 Nov 2004 15:23:58 +0000 (GMT) Subject: [rt-users] saved searches issues revisited Message-ID: <20041126152358.8085.qmail@web25701.mail.ukl.yahoo.com> hi I have the same Issue Dan Fulbright wrote a few days ago about inability to allow non-admins to create and save searches in 3.2.2...couldn't see any answer in the mailings, was an answer given offlist to him that perhaps we could share please ? Thanks ___________________________________________________________ Moving house? Beach bar in Thailand? New Wardrobe? Win ?10k with Yahoo! Mail to make your dream a reality. Get Yahoo! Mail www.yahoo.co.uk/10k From aharrison at gmail.com Fri Nov 26 10:36:45 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 26 Nov 2004 10:36:45 -0500 Subject: [rt-users] RT Cli Tool - Custom Fields? Message-ID: In 3.2.2, Is there a way to get the bin/rt cli tool to show custom field information? -- Andy Harrison From lists.fsck.com at okra.org Fri Nov 26 11:16:34 2004 From: lists.fsck.com at okra.org (Dan Fulbright) Date: Fri, 26 Nov 2004 10:16:34 -0600 Subject: [rt-users] saved searches issues revisited In-Reply-To: <20041126152358.8085.qmail@web25701.mail.ukl.yahoo.com> References: <20041126152358.8085.qmail@web25701.mail.ukl.yahoo.com> Message-ID: <20041126161634.GA22349@crosseye.danf.org> > I have the same Issue Dan Fulbright wrote a few days > ago about inability to allow non-admins to create and > save searches in 3.2.2...couldn't see any answer in > the mailings, was an answer given offlist to him that > perhaps we could share please ? No, there were no responses off-list. I'm still looking for an answer. If I do get an off-list response, I'll post a summary here under the original thread. From jesse at bestpractical.com Fri Nov 26 12:21:40 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 26 Nov 2004 12:21:40 -0500 Subject: [rt-users] Bug in Search/Results.html In-Reply-To: References: <417E0E2F.9090605@multiplay.co.uk> Message-ID: <20041126172140.GE28077@pallas.eruditorum.org> On Wed, Nov 24, 2004 at 02:03:21PM -0500, Dan Wright wrote: > > I have a similar issue in rt 3.2.1. > > I found that if you click on one of the links from the Quicksearch component, > and then click on one of the tickets that are shown, and then click on the "Show > Results" link, it will take you back to the results of the most recent query > builder results, and not the results from the Quicksearch link. Grab 3.2.3 when it comes out. We've improved this behaviour a whole lot. It _should_ already be fixed. From lmw94002 at hotmail.com Tue Nov 23 11:11:12 2004 From: lmw94002 at hotmail.com (Mathew Walker) Date: Tue, 23 Nov 2004 11:11:12 -0500 Subject: [rt-users] Installation problem with Apache::Test Message-ID: Hi All, I'm trying to setup RT-3.2.2 on a RH9 installation. I got all the pre-req's and nearly everything installed -except- the last dependency I have for Apache::Test. I get the following error... [warning] rerunning '/usr/local/bin/perl /home/mat/.cpan/build/Apache-Test-1.16/t/TEST -bugreport -verbose=0' with new config opts /usr/sbin/httpd -d /home/mat/.cpan/build/Apache-Test-1.16/t -f /home/mat/.cpan/build/Apache-Test-1.16/t/conf/httpd.conf -D APACHE2 Syntax error on line 92 of /home/mat/.cpan/build/Apache-Test-1.16/t/conf/httpd.conf:Invalid command 'TypesConfig', perhaps mis-spelled or defined by a module not included in the server configuration [ error] server has died with status 255 (t/logs/error_log wasn't created, start the server in the debug mode) make: *** [run_tests] Error 143 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Any ideas? I'm soooo close. Thanx! From sean at inwords.co.za Thu Nov 25 07:09:09 2004 From: sean at inwords.co.za (Sean Wheller) Date: Thu, 25 Nov 2004 14:09:09 +0200 Subject: [rt-users] Auto activity Messages from RT to mail list Message-ID: <200411251409.09269.sean@inwords.co.za> How can I set RT to send messages to a mailing list on any activity? The message should contain some details and information about the activity. While am at it, how can I search the RT mail archives? -- Sean Wheller Technical Author sean at inwords.co.za http://www.inwords.co.za From lmw94002 at hotmail.com Fri Nov 26 13:34:29 2004 From: lmw94002 at hotmail.com (Mathew Walker) Date: Fri, 26 Nov 2004 13:34:29 -0500 Subject: [rt-users] Version problem w/ Perl Modules Message-ID: [root at localhost root]# /etc/rc.d/init.d/httpd start Starting httpd: [Fri Nov 26 13:21:43 2004] [error] Locale::Maketext version 1.04 required--this is only version 1.03 at /opt/rt3/lib/RT/I18N.pm line 55.!BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 55.!Compilation failed in require at /opt/rt3/lib/RT.pm line 48.!BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.!Compilation failed in require at /opt/rt3/bin/webmux.pl line 64.!BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 64.!Compilation failed in require at (eval 1) line 1.! [Fri Nov 26 13:21:43 2004] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server localhost.localdomain:0, exiting...! [FAILED] But I do have MakeText 1.09 installed. perl -V points to all the right folders. Is there somewhere else I need to tweak a path? Thanks for all the help. RH9 - RT 3.2.2 - MySQL 4.1.7 - Apache 2.0.40 From rt at vtwireless.com Sat Nov 27 00:55:25 2004 From: rt at vtwireless.com (Stan) Date: Sat, 27 Nov 2004 00:55:25 -0500 Subject: [rt-users] MasonX::Profiler Message-ID: <41A816CD.7050200@vtwireless.com> How do I enable MasonX::Profiler? I have installed it via CPAN. bash-3.00$ grep Mason RT_SiteConfig.pm # @MasonParameters is the list of parameters for the constructor of # HTML::Mason's Apache or CGI Handler. This is normally only useful # (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); #@MasonParameters = () unless (@MasonParameters); @MasonParameters = (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); When I goto my RT installation, I get the following error: Can't locate object method "new" via package "MasonX::Profiler" (perhaps you forgot to load "MasonX::Profiler"?) at /home/rt/rt/var/mason_data/obj/standard/autohandler line 7. Trace begun at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "MasonX::Profiler" (perhaps you forgot to load "MasonX::Profiler"?) at /home/rt/rt/var/mason_data/obj/standard/autohandler line 7.^J') called at /home/rt/rt/var/mason_data/obj/standard/autohandler line 7 HTML::Mason::Commands::__ANON__('id', 1880) called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x943c05c)', 'id', 1880) called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'id', 1880) called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x93ae348)') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x93ae348)') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9340540)', 'Apache=SCALAR(0x9340384)') called at /home/rt/rt/bin/webmux.pl line 127 eval {...} at /home/rt/rt/bin/webmux.pl line 127 RT::Mason::handler('Apache=SCALAR(0x9340384)') called at /dev/null line 0 eval {...} at /dev/null line 0 Thanks, Stan From autrijus at autrijus.org Sat Nov 27 03:13:26 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Sat, 27 Nov 2004 16:13:26 +0800 Subject: [rt-users] MasonX::Profiler In-Reply-To: <41A816CD.7050200@vtwireless.com> References: <41A816CD.7050200@vtwireless.com> Message-ID: <20041127081326.GA30883@aut.dyndns.org> On Sat, Nov 27, 2004 at 12:55:25AM -0500, Stan wrote: > bash-3.00$ grep Mason RT_SiteConfig.pm > # @MasonParameters is the list of parameters for the constructor of > # HTML::Mason's Apache or CGI Handler. This is normally only useful > # (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); > #@MasonParameters = () unless (@MasonParameters); > @MasonParameters = (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); Well, the RT_Config.pm did say: # use MasonX::Profiler; # available on CPAN right above the preamble line. So just uncommenting that line and put it to RT_SiteConfig.pm will do. :) Alternatively, add this line: PerlModule MasonX::Profiler in your httpd.conf. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From Ruslan.Zakirov at acronis.com Sat Nov 27 03:18:03 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 27 Nov 2004 11:18:03 +0300 Subject: [rt-users] Version problem w/ Perl Modules In-Reply-To: References: Message-ID: <41A8383B.6060806@acronis.com> Did you do any perl upgrades? May be your RT uses old perl? http://wiki.bestpractical.com/index.cgi?GetSoftwareVersions Mathew Walker wrote: > [root at localhost root]# /etc/rc.d/init.d/httpd start > Starting httpd: [Fri Nov 26 13:21:43 2004] [error] Locale::Maketext > version 1.04 required--this is only version 1.03 at > /opt/rt3/lib/RT/I18N.pm line 55.!BEGIN failed--compilation aborted at > /opt/rt3/lib/RT/I18N.pm line 55.!Compilation failed in require at > /opt/rt3/lib/RT.pm line 48.!BEGIN failed--compilation aborted at > /opt/rt3/lib/RT.pm line 48.!Compilation failed in require at > /opt/rt3/bin/webmux.pl line 64.!BEGIN failed--compilation aborted at > /opt/rt3/bin/webmux.pl line 64.!Compilation failed in require at > (eval 1) line 1.! > [Fri Nov 26 13:21:43 2004] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server localhost.localdomain:0, exiting...! > [FAILED] > > But I do have MakeText 1.09 installed. perl -V points to all the right > folders. Is there somewhere else I need to tweak a path? > > Thanks for all the help. > > RH9 - RT 3.2.2 - MySQL 4.1.7 - Apache 2.0.40 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Sat Nov 27 03:22:03 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 27 Nov 2004 11:22:03 +0300 Subject: [rt-users] Mandatory CustomFields In-Reply-To: <0204CF7F13EAD8119DDC0002B3C146A50123CCEC@PUNEEXCH1> References: <0204CF7F13EAD8119DDC0002B3C146A50123CCEC@PUNEEXCH1> Message-ID: <41A8392B.9020805@acronis.com> Hegde Manjunath wrote: > Has any one impemented Mandatory Custom fileds while submitting ticket via > web ? It's on wishlist and would be implemented into upcoming 3.4 http://wiki.bestpractical.com/index.cgi?GeneralWishList > > Thanks > > Manjunath Hegde > > > > > ____________________________________________ > Confidential: This electronic message and all contents contain information > from Syntel, Inc. which may be privileged, confidential or otherwise > protected from disclosure. The information is intended to be for the > addressee only. If you are not the addressee, any disclosure, copy, > distribution or use of the contents of this message is prohibited. If you > have received this electronic message in error, please notify the sender > immediately and destroy the original message and all copies. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Sat Nov 27 03:28:17 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 27 Nov 2004 11:28:17 +0300 Subject: [rt-users] Simple Search in SelfService - Location of the Display.html URL? In-Reply-To: <20041125161817.GA2493@westend.com> References: <20041125161817.GA2493@westend.com> Message-ID: <41A83AA1.40601@acronis.com> Search form is in /opt/rt3/share/html/Elements/GotoTicket You can look in /opt/rt3/share/html/autohandler how RT handle SelfService path. Christian Hammers wrote: > Hello > > I managed to enable the SimpleSearch (upper right corner box) for my > Customers by copying parts of index.html to SelfService/index.html. > > If works so far as that I can see a proper result list. Sadly the URLs > all show "/rt/Ticket/Display.html?.." instead of > "/rt/SelfService/Ticket/Display.html?.." and if the customer clicks on > them the view resets to "/index.html" as it's an invalid URL for a > customer (at least I guess so). > > Which page is responsible for generating the URL string? I cannot find > it... > > bye, > > -christian- > From Ruslan.Zakirov at acronis.com Sat Nov 27 03:32:23 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 27 Nov 2004 11:32:23 +0300 Subject: [rt-users] watcher emails and ability to reply and resolve In-Reply-To: <20041125113146.41957.qmail@web25710.mail.ukl.yahoo.com> References: <20041125113146.41957.qmail@web25710.mail.ukl.yahoo.com> Message-ID: <41A83B97.5040406@acronis.com> Elaine . wrote: > hi > I have two problems I've been wracking my brains over- > > 1. I want RT (3.2.2) to email out to watchers - I'm in > the group that has watcher privilege. > > The FAQ has a non-specific " A - You need to enable > scrips to send mail to ticket and queue watchers as > cc's and then sign up the relevant users as watchers. > The fact that they have the right to watch things > doesn't mean that they _are_ watching them. " > > So I tried setting up a scrip of - > > created > On Create Notify Ccs with template new ticket watchers > > but no emails. AFAIK you should add watchers on create page to notify them with "on create" scrip. > > 2. I can take tickets and see the tickets and queue > but can't reply or resolve (no error shown). > > I'm in a group that has Commenton, Create, Modify, > Own, ReplyTo, Seequeue, Showoutgoingemail, > Showticket,showticketcomments, taketicket and watch > on the queue that a fault is added to. wierd. look into logs. there should be something. http://wiki.bestpractical.com/index.cgi?Debug > > > > Elaine > > > > > > > > ___________________________________________________________ > ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Sat Nov 27 03:58:17 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 27 Nov 2004 11:58:17 +0300 Subject: [rt-users] dumpfile-to-rt-3.0 1.23 In-Reply-To: References: Message-ID: <41A841A9.2010308@acronis.com> Transaction have no field 'ActivateScrips'. I think you've added it in 2.0.x. IMHO you should delete it in 2.0 DB and export data again. Gary Holmes wrote: > Hi. We're long time rt 2.0.13 users. I've built an instance of 3.3.9 on > Fedora Core 3. I dumped the contents of our 2.X database using the 1.23 > version of the rt-2.0-to-dumpfile tool. When I try to import this into the > new system I get through all the users, groups, etc, but on the first ticket > I get: > > gggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrfffqqqqqqqqqqqqqqqqqqqqqqqqqqqqImportin > g tickets...t-1 Couldn't create trans 1 > $VAR1 = { > 'Type' => 'Create', > 'Ticket' => '1', > 'Created' => '2002-04-11 12:32:06', > 'id' => 1, > 'Creator' => '554', > 'ActivateScrips' => '0' > }; > > We're on mysql 4.0.22 using InnoDB, perl 5.8.5, all dependencies OK. > > Any ideas? I couldn't find anything on the wiki. > > Thanks, > Gary > > Get the latest news on SurfControl and our products, > subscribe to our monthly e-newsletter, SurfAdvisory at: > http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx > > ********************************************************************* > The information in this email is confidential and may be legally > privileged. It is intended solely for the addressee. Access to this > email by anyone else is unauthorized. If you are not the intended > recipient, any disclosure, copying, distribution or any action taken > or omitted to be taken in reliance on it, is prohibited and may be > unlawful. If you believe that you have received this email in error, > please contact the sender. > ********************************************************************* > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Sat Nov 27 04:03:56 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 27 Nov 2004 12:03:56 +0300 Subject: [rt-users] Steal rights & Owner change In-Reply-To: <41A45C96.1080402@multiplay.co.uk> References: <41A45C96.1080402@multiplay.co.uk> Message-ID: <41A842FC.50207@acronis.com> Useless report. Read http://www.catb.org/~esr/faqs/smart-questions.html And FAQ on wiki But yes StealTicket should allow you to change owner yourself from somebody to you. Matthew Cheale wrote: > Currently if you have Steal rights using the Modify.html and setting the > owner to yourself, when already owned by another, fails. I feel in this > situation the Steal right should apply. I assume the devs read this > list :) > From Ruslan.Zakirov at acronis.com Sat Nov 27 04:18:04 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 27 Nov 2004 12:18:04 +0300 Subject: [rt-users] Installation problem with Apache::Test In-Reply-To: References: Message-ID: <41A8464C.2040804@acronis.com> 'TypesConfig' apache directive is from mod_mime. Usually users want mod_mime compiled into apache. Rebuild your server if this mod is not there, if it is there you can try to skip 'make test' for Apache-Test Mathew Walker wrote: > Hi All, > I'm trying to setup RT-3.2.2 on a RH9 installation. I got all the > pre-req's and nearly everything installed -except- the last dependency I > have for Apache::Test. I get the following error... > > [warning] rerunning '/usr/local/bin/perl > /home/mat/.cpan/build/Apache-Test-1.16/t/TEST -bugreport -verbose=0' > with new config opts > /usr/sbin/httpd -d /home/mat/.cpan/build/Apache-Test-1.16/t -f > /home/mat/.cpan/build/Apache-Test-1.16/t/conf/httpd.conf -D APACHE2 > Syntax error on line 92 of > /home/mat/.cpan/build/Apache-Test-1.16/t/conf/httpd.conf:Invalid command > 'TypesConfig', perhaps mis-spelled or defined by a module not included > in the server configuration > [ error] > server has died with status 255 (t/logs/error_log wasn't created, start > the server in the debug mode) > make: *** [run_tests] Error 143 > /usr/bin/make test -- NOT OK > Running make install > make test had returned bad status, won't install without force > > Any ideas? I'm soooo close. Thanx! > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at vtwireless.com Sun Nov 28 13:46:10 2004 From: rt at vtwireless.com (Stan) Date: Sun, 28 Nov 2004 13:46:10 -0500 Subject: [rt-users] Extremely Slow Load Message-ID: <41AA1CF2.8010000@vtwireless.com> I have a ticket with say a dozen attachments, totallying ~300k. To refers to three other tickets. It has perhaps 60 entries on it of correspondance back and forth about an issue, including Dell machine quites, network topology (cisco configs) etc. Here is the output from MasonX:;Profiler =Mason= 12.177.133.32 - /Ticket/Elements/ShowHistory }}} 37.3351 .... =Mason= 12.177.133.32 - /autohandler }}} 44.7194 =Mason= 12.177.133.32 - /Ticket/Display.html }}} ENDS Does 44 seconds to load this ticket seem completely out there? This is a 2.2 gig P4, 512mb ram, MySQL innodb with a modified mysql-large config, deticated apache 1.3 install w/ mod_perl... From jesse at bestpractical.com Sun Nov 28 13:46:48 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 28 Nov 2004 13:46:48 -0500 Subject: [rt-users] Extremely Slow Load In-Reply-To: <41AA1CF2.8010000@vtwireless.com> References: <41AA1CF2.8010000@vtwireless.com> Message-ID: <20041128184648.GW28077@pallas.eruditorum.org> It helps if you can tell us things about the system's memory _usage_, as well as what versions of RT, SearchBuilder, MySQL, etc you're running. There's a nice listing of most of this stuff in the Configuration -> Tools menu. On Sun, Nov 28, 2004 at 01:46:10PM -0500, Stan wrote: > I have a ticket with say a dozen attachments, totallying ~300k. To > refers to three other tickets. It has perhaps 60 entries on it of > correspondance back and forth about an issue, including Dell machine > quites, network topology (cisco configs) etc. Here is the output from > MasonX:;Profiler > > =Mason= 12.177.133.32 - /Ticket/Elements/ShowHistory }}} 37.3351 > .... > =Mason= 12.177.133.32 - /autohandler }}} 44.7194 > =Mason= 12.177.133.32 - /Ticket/Display.html }}} ENDS > > Does 44 seconds to load this ticket seem completely out there? This is > a 2.2 gig P4, 512mb ram, MySQL innodb with a modified mysql-large > config, deticated apache 1.3 install w/ mod_perl... > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From rt at vtwireless.com Sun Nov 28 14:00:23 2004 From: rt at vtwireless.com (Stan) Date: Sun, 28 Nov 2004 14:00:23 -0500 Subject: [rt-users] Extremely Slow Load In-Reply-To: <20041128184648.GW28077@pallas.eruditorum.org> References: <41AA1CF2.8010000@vtwireless.com> <20041128184648.GW28077@pallas.eruditorum.org> Message-ID: <41AA2047.5050004@vtwireless.com> Jesse, Perl v5.8.5 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.94; Apache::Server v1.01; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; Apache::Status v2.03; Apache::Symbol v1.31; Apache::Table v0.01; AutoLoader v5.60; B v1.02; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.21; Carp v1.03; CGI v3.05; CGI::Cookie v1.24; CGI::Util v1.5; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Cwd v2.19; Data::Dumper v2.121; DBD::mysql v2.9004; DBI v1.43; DBIx::SearchBuilder v1.11; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Devel::Symdump v2.03; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Errno v1.09; Exception::Class v1.19; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v0.87; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.27; HTML::Mason v1.26; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.36; HTML::Scrubber v0.08; I18N::LangTags v0.33; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.38; Locale::Maketext::Lexicon::Gettext v0.11; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.62; Mail::Field v1.62; Mail::Field::AddrList v1.62; Mail::Header v1.62; Mail::Internet v1.62; MIME::Base64 v3.01; MIME::Body v5.403 ; MIME::Decoder v5.403 ; MIME::Entity v5.404 ; MIME::Field::ContDisp v5.403 ; MIME::Field::ConTraEnc v5.403 ; MIME::Field::ContType v5.403 ; MIME::Field::ParamVal v5.403 ; MIME::Head v5.403 ; MIME::Parser v5.406 ; MIME::QuotedPrint v3.01; MIME::Tools v5.411 ; MIME::Words v5.404 ; mod_perl v1.29; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.74; POSIX v1.08; re v0.04; Regexp::Common v2.117; Regexp::Common::delimited v2.103; RT v3.2.2; Scalar::Util v1.14; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.12; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::WikiFormat v0.72; Text::Wrapper v1.000; Time::HiRes v1.59; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; URI v1.31; URI::Escape v3.26; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /home/rt/rt RT::CORE_CONFIG_FILE /home/rt/rt//etc/RT_Config.pm RT::CanonicalizeEmailAddressMatch subdomain.example.com$ RT::CanonicalizeEmailAddressReplace example.com RT::CommentAddress RT_CommentAddressNotSet RT::CorrespondAddress RT_CorrespondAddressNotSet RT::DatabaseHost localhost RT::DatabaseName rt3 RT::DatabasePassword /Password not printed/ RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /home/rt/rt//etc RT::FriendlyFromLineFormat "%s" <%s> RT::FriendlyToLineFormat "%s of s Ticket #%s":; RT::LocalEtcPath /home/rt/rt//local/etc RT::LocalLexiconPath /home/rt/rt//local/po RT::LocalPath /home/rt/rt//local RT::LogDir /home/rt/rt//var/log RT::LogToFile debug RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog error RT::LogoURL http://support.domain.com:8000/NoAuth/images/rt.jpg RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /home/rt/rt//share/html RT::MasonDataDir /home/rt/rt//var/mason_data RT::MasonLocalComponentRoot /home/rt/rt//local/html RT::MasonSessionDir /home/rt/rt//var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 128 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength /Password not printed/ RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization support.domain.com RT::OwnerEmail root RT::RTAddressRegexp ^rt\@support.domain.com$ RT::RecordOutgoingEmail 1 RT::SITE_CONFIG_FILE /home/rt/rt//etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailPath /usr/sbin/sendmail RT::Timezone US/Eastern RT::UseFriendlyFromLine 1 RT::VERSION 3.2.2 RT::VarPath /home/rt/rt//var RT::WebBaseURL http://support.domain.com:8000 RT::WebImagesURL http://support.domain.com:8000/NoAuth/images/ RT::WebURL http://support.domain.com:8000/ RT::rtname s Perl configuration Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.4.24, archname=i686-linux uname='linux pattern 2.4.24 #1 tue jan 6 20:20:35 est 2004 i686 intel(r) pentium(r) 4 cpu 2.40ghz genuineintel gnulinux ' config_args='' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-fno-strict-aliasing -pipe -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2', cppflags='-fno-strict-aliasing -pipe' ccversion='', gccversion='3.3.3 20040412 (Gentoo Linux 3.3.3-r6, ssp-3.3.2-2, pie-8.7.6)', 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='cc', ldflags ='-L/home/rt/local-perl/lib' libpth=/home/rt/local-perl/lib /usr/local/lib /lib /usr/lib libs=-lnsl -lndbm -lgdbm -ldb -ldl -lm -lcrypt -lutil -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib/libc-2.3.3.so, so=so, useshrplib=false, libperl=libperl.a gnulibc_version='2.3.3' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fpic', lddlflags='-shared -L/home/rt/local-perl/lib' Jesse Vincent wrote: >It helps if you can tell us things about the system's memory _usage_, as >well as what versions of RT, SearchBuilder, MySQL, etc you're running. >There's a nice listing of most of this stuff in the Configuration -> >Tools menu. > > >On Sun, Nov 28, 2004 at 01:46:10PM -0500, Stan wrote: > > >>I have a ticket with say a dozen attachments, totallying ~300k. To >>refers to three other tickets. It has perhaps 60 entries on it of >>correspondance back and forth about an issue, including Dell machine >>quites, network topology (cisco configs) etc. Here is the output from >>MasonX:;Profiler >> >>=Mason= 12.177.133.32 - /Ticket/Elements/ShowHistory }}} 37.3351 >>.... >>=Mason= 12.177.133.32 - /autohandler }}} 44.7194 >>=Mason= 12.177.133.32 - /Ticket/Display.html }}} ENDS >> >>Does 44 seconds to load this ticket seem completely out there? This is >>a 2.2 gig P4, 512mb ram, MySQL innodb with a modified mysql-large >>config, deticated apache 1.3 install w/ mod_perl... >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> >> > > > From coopermj at muohio.edu Sun Nov 28 14:38:56 2004 From: coopermj at muohio.edu (Micah Cooper) Date: Sun, 28 Nov 2004 14:38:56 -0500 Subject: [rt-users] ticket view w/ watchers Message-ID: <24C49CF2-4175-11D9-8052-000A95C49134@muohio.edu> I know it's not the recommended way, but I'd like to build a view (I'm using Pg) that displays a ticket summary along with the requestor(s). I'm building a view so that I can easily use external reporting software (Crystal Reports) to build a nice set of reports based on the information in RT. I did create a view based on creator, but there are plenty of times in our organization that tickets are created on behalf of another, so I attempted integrating information from transactions, but it was beyond my sad sql skills. I know there would be a limit on requestors, and that's fine, or if someone knows a better way to integrate rt information in Crystal, that would be useful, too. I saw that 3.3 had revamped watcher code -- would that make this simpler? Thanks -Micah -------------------------------------------------------- Micah J. Cooper Manager, Computing Services School of Engineering & Applied Science Miami University, Oxford OH 45056 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available URL: From jesse at bestpractical.com Sun Nov 28 14:40:45 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 28 Nov 2004 14:40:45 -0500 Subject: [rt-users] Extremely Slow Load Message-ID: <20041128193858.8C98284C044@pallas.eruditorum.org> Stan, And memory usage on the box? I'd be curious to know whether upgrading to a current dbix::searchbuilder improves things. Jesse From rt at vtwireless.com Sun Nov 28 17:12:36 2004 From: rt at vtwireless.com (Stan) Date: Sun, 28 Nov 2004 17:12:36 -0500 Subject: [rt-users] Extremely Slow Load In-Reply-To: <20041128193858.8C98284C044@pallas.eruditorum.org> References: <20041128193858.8C98284C044@pallas.eruditorum.org> Message-ID: <41AA4D54.3090706@vtwireless.com> stan at pattern stan $ cat /proc/meminfo total: used: free: shared: buffers: cached: Mem: 926334976 801812480 124522496 0 224817152 403955712 Swap: 518152192 307228672 210923520 MemTotal: 904624 kB MemFree: 121604 kB MemShared: 0 kB Buffers: 219548 kB Cached: 178384 kB SwapCached: 216104 kB Active: 449756 kB Inactive: 266160 kB HighTotal: 0 kB HighFree: 0 kB LowTotal: 904624 kB LowFree: 121604 kB SwapTotal: 506008 kB SwapFree: 205980 kB I have DBI Search Builder 1.11 I just installed CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-1.15.tar.gz =Mason= 12.177.133.32 - /Ticket/Display.html }}} 53.6131 =Mason= 12.177.133.32 - /Elements/Footer {{{ =Mason= 12.177.133.32 - /Elements/Callback {{{ =Mason= 12.177.133.32 - /Elements/Callback }}} 0.0027 =Mason= 12.177.133.32 - /Elements/Footer }}} 0.0127 =Mason= 12.177.133.32 - /Elements/SetupSessionCookie }}} 43.6643 =Mason= 12.177.133.32 - /Elements/Callback {{{ =Mason= 12.177.133.32 - /Elements/Callback }}} 0.0022 =Mason= 12.177.133.32 - /Elements/Callback {{{ =Mason= 12.177.133.32 - /Callbacks/RTFM/autohandler/Default {{{ =Mason= 12.177.133.32 - /Callbacks/RTFM/autohandler/Default }}} 0.0023 =Mason= 12.177.133.32 - /Elements/Callback }}} 0.0051 =Mason= 12.177.133.32 - /Ticket/Attachment/dhandler {{{ =Mason= 12.177.133.32 - /Ticket/Attachment/dhandler }}} 0.0696 =Mason= 12.177.133.32 - /autohandler }}} 43.7508 =Mason= 12.177.133.32 - /Ticket/Attachment/1402/1244/ }}} ENDS =Mason= 12.177.133.32 - /autohandler }}} 53.7351 =Mason= 12.177.133.32 - /Ticket/Display.html }}} ENDS Still takes forever to load... Stan Jesse Vincent wrote: >Stan, > >And memory usage on the box? >I'd be curious to know whether upgrading to a current dbix::searchbuilder improves things. > > From jesse at bestpractical.com Sun Nov 28 17:39:09 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 28 Nov 2004 17:39:09 -0500 Subject: [rt-users] Extremely Slow Load In-Reply-To: <41AA4D54.3090706@vtwireless.com> References: <20041128193858.8C98284C044@pallas.eruditorum.org> <41AA4D54.3090706@vtwireless.com> Message-ID: <20041128223908.GY28077@pallas.eruditorum.org> > CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-1.15.tar.gz > > =Mason= 12.177.133.32 - /Elements/SetupSessionCookie }}} 43.6643 So. 43 seconds to do a single database fetch (presumably because of a lock ktiming out). Then 10 seconds to load the long page. That's where you should start debugging. From rt at vtwireless.com Sun Nov 28 19:09:10 2004 From: rt at vtwireless.com (Stan) Date: Sun, 28 Nov 2004 19:09:10 -0500 Subject: [rt-users] Extremely Slow Load In-Reply-To: <20041128223908.GY28077@pallas.eruditorum.org> References: <20041128193858.8C98284C044@pallas.eruditorum.org> <41AA4D54.3090706@vtwireless.com> <20041128223908.GY28077@pallas.eruditorum.org> Message-ID: <41AA68A6.4030001@vtwireless.com> Jesse Vincent wrote: >> CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-1.15.tar.gz >> >>=Mason= 12.177.133.32 - /Elements/SetupSessionCookie }}} 43.6643 >> >> > >So. 43 seconds to do a single database fetch (presumably because of a >lock ktiming out). Then 10 seconds to load the long page. > >That's where you should start debugging. > > In my /etc/mysql/my.cnf file I have: [mysqld] skip-locking Where else should I look for such locking issues, and how would I debug them? Stan From lopolo_fr at yahoo.fr Mon Nov 29 05:49:04 2004 From: lopolo_fr at yahoo.fr (attend rid) Date: Mon, 29 Nov 2004 11:49:04 +0100 (CET) Subject: [rt-users] Home page Change Message-ID: <20041129104904.57530.qmail@web52302.mail.yahoo.com> Hello everybody, I have an easy, little, strange question: I understood that the "newest unowned tickets" list in the start page includes mails to all queues. Is it possible to change the queues included in that list? Thanks, Paul --------------------------------- Cr?ez gratuitement votre Yahoo! Mail avec 100 Mo de stockage ! Cr?ez votre Yahoo! Mail Le nouveau Yahoo! Messenger est arriv? ! D?couvrez toutes les nouveaut?s pour dialoguer instantan?ment avec vos amis.T?l?chargez GRATUITEMENT ici ! -------------- next part -------------- An HTML attachment was scrubbed... URL: From cmap_sec at yahoo.co.uk Mon Nov 29 07:36:18 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Mon, 29 Nov 2004 12:36:18 +0000 (GMT) Subject: [rt-users] statistics addon problem Message-ID: <20041129123618.52318.qmail@web25705.mail.ukl.yahoo.com> hi Maybe i'll get there eventually. I installed the Statistics addon and I can generate tables and 1 graph (calls per queue per day works) but the others are broken links. I'm not sure what else to try. I've cleared the cache and restarted apache. Whats different about that 1 graph from the others ? I have fedora 2, perl 5.8.3, apache 2.0.51, libgd 2.0.33 , gd and gd::graph installed without error and i have libpng and libjpeg installed. The old one that generates an error on screen is RequestsPerDayofWeek - error: Error during compilation of /usr/local/rt3/share/html/Statistics/DayOfWeek/index.html: "my" variable $status masks earlier declaration in same scope at /usr/local/rt3/share/html/Statistics/DayOfWeek/index.html line 17. syntax error at /usr/local/rt3/share/html/Statistics/DayOfWeek/index.html line 2, near ");" context: 1: <& /Elements/Header, Title =>loc('RT Statistics: Calls by Day Of Week in Queue:' . $QueueObj->Name() &> 2: <& /Statistics/Elements/Tabs, Title =>loc('RT Statistics: Calls by Day Of Week in Queue:' . $QueueObj->Name()) &> 3: 4:

<&|/l, $QueueObj->Name&>Number of Tickets Handled in [_1] Per Day

5:
6: ... 13: 14: % for my $d (0..$#days) { 15: 16: 17: % for my $status (qw(resolved created deleted)) { 18: 19: % } 20: 21: % } ... code stack: /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:326 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:198 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:62 /usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:265 /usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:343 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:222 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:897 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:822 /usr/local/rt3/bin/webmux.pl:126 -e:0 Elaine ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From Manjunath_Hegde at syntelinc.com Mon Nov 29 08:23:55 2004 From: Manjunath_Hegde at syntelinc.com (Hegde Manjunath) Date: Mon, 29 Nov 2004 08:23:55 -0500 Subject: [SPAM] - Re: [rt-users] Mandatory CustomFields - Email found in subject Message-ID: <0204CF7F13EAD8119DDC0002B3C146A501290A9B@PUNEEXCH1> Thank you for the info. I think i need wait till then :-) -----Original Message----- From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Sent: Saturday, November 27, 2004 1:52 PM To: Hegde Manjunath Cc: rt-users at lists.bestpractical.com Subject: [SPAM] - Re: [rt-users] Mandatory CustomFields - Email found in subject Hegde Manjunath wrote: > Has any one impemented Mandatory Custom fileds while submitting ticket via > web ? It's on wishlist and would be implemented into upcoming 3.4 http://wiki.bestpractical.com/index.cgi?GeneralWishList > > Thanks > > Manjunath Hegde > > > > > ____________________________________________ > Confidential: This electronic message and all contents contain information > from Syntel, Inc. which may be privileged, confidential or otherwise > protected from disclosure. The information is intended to be for the > addressee only. If you are not the addressee, any disclosure, copy, > distribution or use of the contents of this message is prohibited. If you > have received this electronic message in error, please notify the sender > immediately and destroy the original message and all copies. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ____________________________________________ Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies. From aharrison at gmail.com Mon Nov 29 08:46:00 2004 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 29 Nov 2004 08:46:00 -0500 Subject: [rt-users] Home page Change In-Reply-To: <20041129104904.57530.qmail@web52302.mail.yahoo.com> References: <20041129104904.57530.qmail@web52302.mail.yahoo.com> Message-ID: On Mon, 29 Nov 2004 11:49:04 +0100 (CET), attend rid wrote: > > I understood that the "newest unowned tickets" list in the start page > includes mails to all queues. Is it possible to change the queues included > in that list? Sure. Create /local/html/Elements if it doesn't already exist. Then use /share/html/Elements/MyRequests as a template. Here's how I did one for our network department. <&|/Elements/TitleBox, title => loc("[_1] newest unowned tickets in Network Queues", $rows), title_href => "Search/Results.html".$QueryString &> % # print "Testing: ", $Query; <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueN ame, ExtendedStatus, CreatedRelative, '".loc('Take')."/TITLE: ' ", Query => $Query, OrderBy => 'Created', Order => 'DESC', ShowNavigation => 0, Rows => $rows &> <%init> my $rows = $RT::MyRequestsLength; my %NetworkQueues = ( 'network' => 9, 'network-circuit-order' => 57, 'network-emo' => 37, 'network-escalation' => 15, 'network-inventory' => 49, 'network-maintenance' => 17, 'network-port-capacity' => 46, 'network-problem' => 47, 'network-project-tasks' => 48, 'network-sales-order' => 51, 'network-verizon' => 24, ); # my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; my $Query = " ( Queue = "; my $First = 1; foreach ( keys %NetworkQueues ) { $Query .= " OR Queue = " unless $First; $Query .= $NetworkQueues{ $_ }; undef $First if $First;; } $Query .= " ) AND ( Status = 'new' OR Status = 'open')"; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); Then copy /share/html/index.html to /local/html and modify the local dir copy. I extended the MyRequests part a bit and added the lines: % my $GroupObj = RT::Group->new( $session{ 'CurrentUser' } ); % my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); % $PrincipalObj->Load( $session{ 'CurrentUser' }->id ); % $GroupObj->LoadUserDefinedGroup( 'Network' ); % my $HasMember = $GroupObj->HasMemberRecursively( $PrincipalObj ); % unless ( $HasMember ) { <& /Elements/MyRequests &>
% } % if ( $HasMember ) { <& /Elements/NetworkRequests &> % }
Sort of a crappy way to do it, but it works fine. -- Andy Harrison From rcoleman at interpublic.com Mon Nov 29 09:32:26 2004 From: rcoleman at interpublic.com (Rebecca Coleman) Date: Mon, 29 Nov 2004 09:32:26 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket numbers Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CBA@nt25.interpublic.com> Friday morning our mysql server (the one we have our rt database on) went down for about 4 hours. There were a few emails sent into the rt system during those 4 hours and for those emails, rt is generating new a new ticket every 4 hours or so. The new ticket is identical to the original ticket except that each new ticket has a new ticket number. I'm using mysql 3.2.3 and rt RT 3.0.7_01 running on redhat linux enterprise edition. Anyone ever seen this before or have any idea what loop this ticket is stuck in? A loop that depends on mysql being up and running is my guess.....but where would I find it, and how would I stop it? This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Mon Nov 29 09:29:50 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 29 Nov 2004 09:29:50 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket numbers In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB8976055C3CBA@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB8976055C3CBA@nt25.interpublic.com> Message-ID: <20041129142950.GM12692@chaka.net> Are you sure your mail system isn't somehow sending the message multiple times? How far apart are the duplicates? Hours? Minutes? -Todd On Mon, Nov 29, 2004 at 09:32:26AM -0500, Rebecca Coleman wrote: > Friday morning our mysql server (the one we have our rt database on) went > down for about 4 hours. There were a few emails sent into the rt system > during those 4 hours and for those emails, rt is generating new a new ticket > every 4 hours or so. The new ticket is identical to the original ticket > except that each new ticket has a new ticket number. I'm using mysql 3.2.3 > and rt RT 3.0.7_01 running on redhat linux enterprise edition. Anyone ever > seen this before or have any idea what loop this ticket is stuck in? A loop > that depends on mysql being up and running is my guess.....but where would I > find it, and how would I stop it? > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rcoleman at interpublic.com Mon Nov 29 10:30:06 2004 From: rcoleman at interpublic.com (Rebecca Coleman) Date: Mon, 29 Nov 2004 10:30:06 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CBC@nt25.interpublic.com> No, I'm actually not sure, and suspect this is what's happening. The time frame continues to decrease. The first day it was every hour, but it's down to every 6 hours now. I wanted to know if anyone else has seen this problem? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Monday, November 29, 2004 9:30 AM To: Rebecca Coleman Cc: 'rt-users at lists.bestpractical.com.' Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket numbers Are you sure your mail system isn't somehow sending the message multiple times? How far apart are the duplicates? Hours? Minutes? -Todd On Mon, Nov 29, 2004 at 09:32:26AM -0500, Rebecca Coleman wrote: > Friday morning our mysql server (the one we have our rt database on) > went down for about 4 hours. There were a few emails sent into the rt > system during those 4 hours and for those emails, rt is generating new > a new ticket every 4 hours or so. The new ticket is identical to the > original ticket except that each new ticket has a new ticket number. > I'm using mysql 3.2.3 and rt RT 3.0.7_01 running on redhat linux > enterprise edition. Anyone ever seen this before or have any idea > what loop this ticket is stuck in? A loop that depends on mysql being > up and running is my guess.....but where would I find it, and how would I stop it? > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this > message for the intended recipient), you may not use, copy, > disseminate or disclose to anyone the message or any information > contained in the message. If you have received the message in error, > please advise the sender by reply e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mksmith at noanet.net Mon Nov 29 12:00:46 2004 From: mksmith at noanet.net (Michael Smith) Date: Mon, 29 Nov 2004 09:00:46 -0800 Subject: [rt-users] Updating passwords in RT-2 after MySQL upgrade Message-ID: <6B628149FCE1B543A3AB351A29DC7D8E3A8F3E@basilisk.noanet.lan> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello All: I am attempting to upgrade to RT-3 from RT-2 after upgrading MySQL from 3.x to 4.1. The password format has changed so the script is not able to handle the passwords correctly. I need to do something like "SET PASSWORD FOR -> 'some_user'@'some_host' = OLD_PASSWORD('newpwd');" which updates the passwords for the user table in MySQL. Is there something similar I can do to update the passwords in the Users table in RT2? Thanks, Mike - -- Michael K. Smith NoaNet 206.219.7116 (work) 866.662.6380 (NOC) mksmith at noanet.net http://www.noanet.net -----BEGIN PGP SIGNATURE----- Version: PGP 8.1 iQA/AwUBQatVvpzgx7Y34AxGEQJaOQCgstMD95iouYpLVUbQv9EfTpG2KSgAoKB3 FYG4/t6MO+nAiLUX+RXd/Tyf =JSoy -----END PGP SIGNATURE----- From rt at chaka.net Mon Nov 29 11:22:05 2004 From: rt at chaka.net ('Todd Chapman') Date: Mon, 29 Nov 2004 11:22:05 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB8976055C3CBC@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB8976055C3CBC@nt25.interpublic.com> Message-ID: <20041129162205.GN12692@chaka.net> What does your mail log say? If you open both tickets and click on "Full headers", are the chain of "Received" headers different at all? -Todd On Mon, Nov 29, 2004 at 10:30:06AM -0500, Rebecca Coleman wrote: > No, I'm actually not sure, and suspect this is what's happening. The time > frame continues to decrease. The first day it was every hour, but it's down > to every 6 hours now. I wanted to know if anyone else has seen this > problem? > From coopermj at muohio.edu Mon Nov 29 09:21:23 2004 From: coopermj at muohio.edu (Micah Cooper) Date: Mon, 29 Nov 2004 09:21:23 -0500 Subject: [rt-users] re: ticket view w/ watchers Message-ID: Well, what I've come up with for my view is as follows (let me know if this looks egregiously wrong): CREATE VIEW public.eas_qwiktik AS SELECT u.name AS requestor, u.organization AS dept, g.instance AS ticketid, t.subject, t.priority, t.status, t.created, t.resolved, u2.name AS "owner" FROM groupmembers gm JOIN principals p ON gm.memberid = p.id JOIN users u ON u.id = p.id JOIN groups g ON g.id = gm.groupid JOIN tickets t ON g.instance = t.id JOIN users u2 ON u2.id = t."owner" WHERE (g."type" = 'Requestor' AND t.status <> 'deleted'); -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available URL: From justin at boingo.com Mon Nov 29 12:45:25 2004 From: justin at boingo.com (Derrick, Justin) Date: Mon, 29 Nov 2004 09:45:25 -0800 Subject: [rt-users] Upgrading mysql a safe way? Message-ID: What would be the easiest and safest way to take a current rt 3.0.10 system running against mysql 3.23.58 on fedora core2 to a new version of just mysql if possible>? We are not looking for increased functionality out of RT, just the db behind it in order to get replication functionality for easier/better backups. I am guessing that simply using rpm to upgrade the mysql package is a bad idea. Any suggestions or wiki links I may have overlooked? justin -------------- next part -------------- An HTML attachment was scrubbed... URL: From mbochynski at audiumcorp.com Mon Nov 29 13:20:22 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Mon, 29 Nov 2004 13:20:22 -0500 Subject: [rt-users] Upgrading mysql a safe way? In-Reply-To: References: Message-ID: <1101752422.11454.20.camel@europium.audiumcorp.com> I just installed a separate instance of MySQL, not using RPMs. Then just a regular mysqldump, since you will be using the same version of RT. You will use the same version, right? :) Michael On Mon, 2004-11-29 at 12:45, Derrick, Justin wrote: > What would be the easiest and safest way to take a current rt 3.0.10 > system running against mysql 3.23.58 on fedora core2 to a new version > of just mysql if possible>? > > We are not looking for increased functionality out of RT, just the db > behind it in order to get replication functionality for easier/better > backups. > > I am guessing that simply using rpm to upgrade the mysql package is a > bad idea. > > Any suggestions or wiki links I may have overlooked? > > > > justin > > > > ______________________________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From justin at boingo.com Mon Nov 29 13:23:16 2004 From: justin at boingo.com (Derrick, Justin) Date: Mon, 29 Nov 2004 10:23:16 -0800 Subject: [rt-users] Upgrading mysql a safe way? Message-ID: Yes, I am not planning any upgrade of RT at this time, just the db behind it. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Bochynski Sent: Monday, November 29, 2004 10:20 AM To: RT Subject: Re: [rt-users] Upgrading mysql a safe way? I just installed a separate instance of MySQL, not using RPMs. Then just a regular mysqldump, since you will be using the same version of RT. You will use the same version, right? :) Michael On Mon, 2004-11-29 at 12:45, Derrick, Justin wrote: > What would be the easiest and safest way to take a current rt 3.0.10 > system running against mysql 3.23.58 on fedora core2 to a new version > of just mysql if possible>? > > We are not looking for increased functionality out of RT, just the db > behind it in order to get replication functionality for easier/better > backups. > > I am guessing that simply using rpm to upgrade the mysql package is a > bad idea. > > Any suggestions or wiki links I may have overlooked? > > > > justin > > > > ______________________________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From mbochynski at audiumcorp.com Mon Nov 29 13:32:53 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Mon, 29 Nov 2004 13:32:53 -0500 Subject: [rt-users] Upgrading mysql a safe way? In-Reply-To: References: Message-ID: <1101753173.11452.29.camel@europium.audiumcorp.com> Then I'd suggest having a separate MySQL instance and "just" migrate the db as any other regular db. Then point RT to the new db. If you can, you might want to shut down the RT for the migration time, just to make sure that everything will be nicely migrated, however it's not a requirement. In case smth goes wrong, which I highly doubt, you will always have "old" 3.X instance fully functional, while with the RPM upgrade it's not always the case :) Michael On Mon, 2004-11-29 at 13:23, Derrick, Justin wrote: > Yes, I am not planning any upgrade of RT at this time, just the db > behind it. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael > Bochynski > Sent: Monday, November 29, 2004 10:20 AM > To: RT > Subject: Re: [rt-users] Upgrading mysql a safe way? > > I just installed a separate instance of MySQL, not using RPMs. Then just > a regular mysqldump, since you will be using the same version of RT. You > will use the same version, right? :) > > Michael > On Mon, 2004-11-29 at 12:45, Derrick, Justin wrote: > > What would be the easiest and safest way to take a current rt 3.0.10 > > system running against mysql 3.23.58 on fedora core2 to a new version > > of just mysql if possible>? > > > > We are not looking for increased functionality out of RT, just the db > > behind it in order to get replication functionality for easier/better > > backups. > > > > I am guessing that simply using rpm to upgrade the mysql package is a > > bad idea. > > > > Any suggestions or wiki links I may have overlooked? > > > > > > > > justin > > > > From ch at westend.com Mon Nov 29 13:36:05 2004 From: ch at westend.com (Christian Hammers) Date: Mon, 29 Nov 2004 19:36:05 +0100 Subject: [rt-users] Simple Search in SelfService - Location of the Display.html URL? In-Reply-To: <41A83AA1.40601@acronis.com> References: <20041125161817.GA2493@westend.com> <41A83AA1.40601@acronis.com> Message-ID: <20041129183605.GA3633@westend.com> Hello On Sat, Nov 27, 2004 at 11:28:17AM +0300, Ruslan U. Zakirov wrote: > Search form is in > /opt/rt3/share/html/Elements/GotoTicket No, that's only the jump-to-ticket-number field that the SelfService Screen has per default instead of a subject-search. I want to enable the subject-search that privileged users have for my unprivileged guests, too. The only problematic piece of code was Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', in /etc/request-tracker3.2/RT_Config.pm which, of course, does not work within the restricted SelfService Area. I changed the relevant URLs in SelfService/index.html, SelfService/Search/SimpleSearch and SelfService/Elements/TicketList and now have my search :-) thanks -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From checkpoint at ozbergs.com Mon Nov 29 14:13:16 2004 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 29 Nov 2004 11:13:16 -0800 Subject: [rt-users] Custom Fields in Email References: <072f01c4d261$dcf6a9b0$0a02010a@renditionnetworks.com> <20041124214332.GI12692@chaka.net> Message-ID: <027201c4d647$7b062980$0a02010a@renditionnetworks.com> Hey Todd, Thanks for the info on this, but I don't think I'm getting it! The Custom Field type is a "Select one value" type and the name is CompanyName. I tried to put the following in my template and it gave the error "Can't call method "FirstCustomFieldValue" on an undefined value": Customer: {$TicketObj->FirstCustomFieldValue('CompanyName')} The template example at http://wiki.bestpractical.com/index.cgi?Template doesn't really help me much - any chance you could throw another pointer my way! Thanks a bunch. -Steve ----- Original Message ----- From: "Todd Chapman" To: "Stevo" Cc: Sent: Wednesday, November 24, 2004 1:43 PM Subject: Re: [rt-users] Custom Fields in Email > Assuming type single: > > $TicketObj->FirstCustomFieldValue('MyField') > > On Wed, Nov 24, 2004 at 12:12:03PM -0800, Stevo wrote: >> Hey All, >> >> I'd like to add a custom field to be included in the admin correspondence >> template and was wondering if that was possible? I have a Customer Name >> custom field and would like that to be included as part of the email that >> gets sent out with the admin correspondence. >> >> Anyone have any ideas on this?! >> >> Thanks >> >> -Stevo > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Mon Nov 29 13:50:12 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 29 Nov 2004 13:50:12 -0500 Subject: [rt-users] Custom Fields in Email In-Reply-To: <027201c4d647$7b062980$0a02010a@renditionnetworks.com> References: <072f01c4d261$dcf6a9b0$0a02010a@renditionnetworks.com> <20041124214332.GI12692@chaka.net> <027201c4d647$7b062980$0a02010a@renditionnetworks.com> Message-ID: <20041129185012.GO12692@chaka.net> Try changing it to: Customer: {$Ticket->FirstCustomFieldValue('CompanyName')} -Todd On Mon, Nov 29, 2004 at 11:13:16AM -0800, Stevo wrote: > Hey Todd, > > Thanks for the info on this, but I don't think I'm getting it! The Custom > Field type is a "Select one value" type and the name is CompanyName. > > I tried to put the following in my template and it gave the error "Can't > call method "FirstCustomFieldValue" on an undefined value": > > Customer: {$TicketObj->FirstCustomFieldValue('CompanyName')} > > The template example at http://wiki.bestpractical.com/index.cgi?Template > doesn't really help me much - any chance you could throw another pointer my > way! > > Thanks a bunch. > > -Steve > > > ----- Original Message ----- > From: "Todd Chapman" > To: "Stevo" > Cc: > Sent: Wednesday, November 24, 2004 1:43 PM > Subject: Re: [rt-users] Custom Fields in Email > > > >Assuming type single: > > > >$TicketObj->FirstCustomFieldValue('MyField') > > > >On Wed, Nov 24, 2004 at 12:12:03PM -0800, Stevo wrote: > >>Hey All, > >> > >>I'd like to add a custom field to be included in the admin correspondence > >>template and was wondering if that was possible? I have a Customer Name > >>custom field and would like that to be included as part of the email that > >>gets sent out with the admin correspondence. > >> > >>Anyone have any ideas on this?! > >> > >>Thanks > >> > >>-Stevo > > > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Be sure to check out the RT wiki at http://wiki.bestpractical.com From rcoleman at interpublic.com Mon Nov 29 15:16:16 2004 From: rcoleman at interpublic.com (Rebecca Coleman) Date: Mon, 29 Nov 2004 15:16:16 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CC3@nt25.interpublic.com> I looked at three of the tickets created by the same email. The absolute only difference in the headers are as follows: One of the three has this: Content-Type: text/plain X-RT-Original-Encoding: utf-8 Content-Length: 4156 The other two are identical completely and have this: content-type: text/plain; charset="utf-8" X-RT-Original-Encoding: ascii Content-Length: 4156 The Date is the same, everything is exactly the same (cut n pasted headers into files and diffed files). I'm looking into the possiblity of the mail server sending and resending. The way I think it works is that the mail server tries to deliver the email to a mail box on the machine running rt, qmail on that machine directs the mail to rt's mailgate, then rt's mailgate script grabs the email and creates the tickets. I see that rt-mailgate has a default time out of 180 seconds (3 minutes). But what does rt-mailgate do when it times out? What does it communicate back to the mailserver? -----Original Message----- From: 'Todd Chapman' [mailto:rt at chaka.net] Sent: Monday, November 29, 2004 11:22 AM To: Rebecca Coleman Cc: 'rt-users @ lists. bestpractical. com. ' Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers What does your mail log say? If you open both tickets and click on "Full headers", are the chain of "Received" headers different at all? -Todd On Mon, Nov 29, 2004 at 10:30:06AM -0500, Rebecca Coleman wrote: > No, I'm actually not sure, and suspect this is what's happening. The > time frame continues to decrease. The first day it was every hour, > but it's down to every 6 hours now. I wanted to know if anyone else > has seen this problem? > This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Mon Nov 29 14:49:35 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 29 Nov 2004 14:49:35 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB8976055C3CC3@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB8976055C3CC3@nt25.interpublic.com> Message-ID: <20041129194935.GP12692@chaka.net> It may be that rt-mailgate is timing out but creating the ticket successfully, causing qmail to requeue. Is every ticket getting created exactly twice or is it happening many times? On Mon, Nov 29, 2004 at 03:16:16PM -0500, Rebecca Coleman wrote: > I looked at three of the tickets created by the same email. The absolute > only difference in the headers are as follows: > > One of the three has this: > > Content-Type: text/plain > X-RT-Original-Encoding: utf-8 > Content-Length: 4156 > > > The other two are identical completely and have this: > > content-type: text/plain; charset="utf-8" > X-RT-Original-Encoding: ascii > Content-Length: 4156 > > The Date is the same, everything is exactly the same (cut n pasted headers > into files and diffed files). > > I'm looking into the possiblity of the mail server sending and resending. > The way I think it works is that the mail server tries to deliver the email > to a mail box on the machine running rt, qmail on that machine directs the > mail to rt's mailgate, then rt's mailgate script grabs the email and creates > the tickets. I see that rt-mailgate has a default time out of 180 seconds > (3 minutes). But what does rt-mailgate do when it times out? What does it > communicate back to the mailserver? > > -----Original Message----- > From: 'Todd Chapman' [mailto:rt at chaka.net] > Sent: Monday, November 29, 2004 11:22 AM > To: Rebecca Coleman > Cc: 'rt-users @ lists. bestpractical. com. ' > Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > What does your mail log say? > > If you open both tickets and click on "Full headers", are the chain of > "Received" headers different at all? > > -Todd > > On Mon, Nov 29, 2004 at 10:30:06AM -0500, Rebecca Coleman wrote: > > No, I'm actually not sure, and suspect this is what's happening. The > > time frame continues to decrease. The first day it was every hour, > > but it's down to every 6 hours now. I wanted to know if anyone else > > has seen this problem? > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rcoleman at interpublic.com Mon Nov 29 15:33:27 2004 From: rcoleman at interpublic.com (Rebecca Coleman) Date: Mon, 29 Nov 2004 15:33:27 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CC5@nt25.interpublic.com> Many Many times. Like over 100 times. We found the email in the mail queue so it looks like this is what's happening. I just wonder why it's timing out. Anyway, we fixed it this time by deleting the email from the queue but it would be nice to find out why it's timing out. That's my next goal. -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Monday, November 29, 2004 2:50 PM To: Rebecca Coleman Cc: 'rt-users @ lists. bestpractical. com. ' Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers It may be that rt-mailgate is timing out but creating the ticket successfully, causing qmail to requeue. Is every ticket getting created exactly twice or is it happening many times? On Mon, Nov 29, 2004 at 03:16:16PM -0500, Rebecca Coleman wrote: > I looked at three of the tickets created by the same email. The > absolute only difference in the headers are as follows: > > One of the three has this: > > Content-Type: text/plain > X-RT-Original-Encoding: utf-8 > Content-Length: 4156 > > > The other two are identical completely and have this: > > content-type: text/plain; charset="utf-8" > X-RT-Original-Encoding: ascii > Content-Length: 4156 > > The Date is the same, everything is exactly the same (cut n pasted > headers into files and diffed files). > > I'm looking into the possiblity of the mail server sending and resending. > The way I think it works is that the mail server tries to deliver the > email to a mail box on the machine running rt, qmail on that machine > directs the mail to rt's mailgate, then rt's mailgate script grabs the > email and creates the tickets. I see that rt-mailgate has a default > time out of 180 seconds > (3 minutes). But what does rt-mailgate do when it times out? What > does it communicate back to the mailserver? > > -----Original Message----- > From: 'Todd Chapman' [mailto:rt at chaka.net] > Sent: Monday, November 29, 2004 11:22 AM > To: Rebecca Coleman > Cc: 'rt-users @ lists. bestpractical. com. ' > Subject: Re: [rt-users] Rt generating duplicate tickets with new > ticket nu mbers > > What does your mail log say? > > If you open both tickets and click on "Full headers", are the chain of > "Received" headers different at all? > > -Todd > > On Mon, Nov 29, 2004 at 10:30:06AM -0500, Rebecca Coleman wrote: > > No, I'm actually not sure, and suspect this is what's happening. > > The time frame continues to decrease. The first day it was every > > hour, but it's down to every 6 hours now. I wanted to know if > > anyone else has seen this problem? > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this > message for the intended recipient), you may not use, copy, > disseminate or disclose to anyone the message or any information > contained in the message. If you have received the message in error, > please advise the sender by reply e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Mon Nov 29 15:10:14 2004 From: rt at chaka.net ('Todd Chapman') Date: Mon, 29 Nov 2004 15:10:14 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB8976055C3CC5@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB8976055C3CC5@nt25.interpublic.com> Message-ID: <20041129201014.GQ12692@chaka.net> How long does it take to create a new ticket from the web interface? On Mon, Nov 29, 2004 at 03:33:27PM -0500, Rebecca Coleman wrote: > Many Many times. Like over 100 times. We found the email in the mail queue > so it looks like this is what's happening. I just wonder why it's timing > out. Anyway, we fixed it this time by deleting the email from the queue but > it would be nice to find out why it's timing out. That's my next goal. > > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Monday, November 29, 2004 2:50 PM > To: Rebecca Coleman > Cc: 'rt-users @ lists. bestpractical. com. ' > Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > It may be that rt-mailgate is timing out but creating the ticket > successfully, causing qmail to requeue. Is every ticket getting created > exactly twice or is it happening many times? > From jmctavish at matrixorbital.ca Mon Nov 29 16:31:02 2004 From: jmctavish at matrixorbital.ca (James McTavish) Date: Mon, 29 Nov 2004 14:31:02 -0700 Subject: [rt-users] QuotedPrint.pm errors Message-ID: <1101763862.18532.19.camel@trill.matrixorbital.com> I've been searching high and low for a couple of days and I'm stumped. RT will accept some mails, however it will completely reject others. I'm assuming it has to do with html emails because when it fails, it gives me the error at the end of this post. Some information that might be of use: RT version 3.2.1 Perl 5.8.4 MIME-tools 5.415 I did have it working before, but it was with the 6.200_02 release, and I've had to go back to 5.415 because of the requirements of a different program I also need to work. The only thing I can think of is that RT 3.2.1 doesn't like MIME-tools 5.415. If someone could confirm or deny this and nudge me in the right direction I would be most appreciative. -- -James Error from the RT: System error error: Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Decoder.pm line 179. context: ... 175: unless (eval "require '$concrete_path';") { 176: return undef; 177: } 178: bless $self, $concrete_name; 179: $self->init(@args); 180: } 181: 182: #------------------------------ 183: ... code stack: /usr/lib/perl5/vendor_perl/5.8.4/MIME/Decoder.pm:179 /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:795 /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:1049 /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:714 /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:1038 /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:1143 /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:1115 /usr/lib/RT/EmailParser.pm:280 /usr/lib/RT/EmailParser.pm:229 /usr/lib/RT/EmailParser.pm:198 /usr/lib/RT/Interface/Email.pm:420 /var/www/localhost/htdocs/rt/REST/1.0/NoAuth/mail-gateway:31 raw error Can't locate object method "init" via package "MIME::Decoder:: QuotedPrint" at /usr/lib/pe rl5/vendor_perl/5.8.4/MIME/Decoder.pm line 179. Trace begun at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "init" via packag e "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Decoder.pm line 1 79.^J') called at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Decoder.pm line 179 MIME::Decoder::new('MIME::Decoder', 'quoted-printable') called at /usr/lib/perl5/vendor_p erl/5.8.4/MIME/Parser.pm line 795 MIME::Parser::process_singlepart('MIME::Parser=HASH(0x968f240)', 'IO:: Scalar=GLOB(0x968f2 88)', 'MIME::Parser::Reader=HASH(0x9763984)', 'MIME:: Entity=HASH(0x9791900)') called at / usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm line 1049 MIME::Parser::process_part('MIME::Parser=HASH(0x968f240)', 'IO:: Scalar=GLOB(0x968f288)', 'MIME::Parser::Reader=HASH(0x9763984)', 'Retype', '') called at /usr/lib/perl5/vendor_per l/5.8.4/MIME/Parser.pm line 714 MIME::Parser::process_multipart('MIME::Parser=HASH(0x968f240)', 'IO:: Scalar=GLOB(0x968f28 8)', 'MIME::Parser::Reader=HASH(0x970c7bc)', 'MIME:: Entity=HASH(0x96870c4)') called at /u sr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm line 1038 MIME::Parser::process_part('MIME::Parser=HASH(0x968f240)', 'IO:: Scalar=GLOB(0x968f288)', undef) called at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm line 1143 MIME::Parser::parse('MIME::Parser=HASH(0x968f240)', 'IO:: Scalar=GLOB(0x968f288)') called at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm line 1115 MIME::Parser::parse_data('MIME::Parser=HASH(0x968f240)', ...... -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Mon Nov 29 16:38:40 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Nov 2004 16:38:40 -0500 Subject: [rt-users] QuotedPrint.pm errors In-Reply-To: <1101763862.18532.19.camel@trill.matrixorbital.com> References: <1101763862.18532.19.camel@trill.matrixorbital.com> Message-ID: <20041129213840.GL28077@pallas.eruditorum.org> I've heard another report of this with MIME::Tools 5.415. Dropping down to 5.411 will fix this issue. Can you send me an original message that it fails to parse? I haven't been able to get my hands on a failing testcase. Jesse On Mon, Nov 29, 2004 at 02:31:02PM -0700, James McTavish wrote: > I've been searching high and low for a couple of days and I'm stumped. > RT will accept some mails, however it will completely reject others. > I'm assuming it has to do with html emails because when it fails, it > gives me the error at the end of this post. > > Some information that might be of use: > > RT version 3.2.1 > Perl 5.8.4 > MIME-tools 5.415 > > I did have it working before, but it was with the 6.200_02 release, and > I've had to go back to 5.415 because of the requirements of a different > program I also need to work. The only thing I can think of is that RT > 3.2.1 doesn't like MIME-tools 5.415. If someone could confirm or deny > this and nudge me in the right direction I would be most appreciative. > > -- > -James > > Error from the RT: > System error > > error: Can't locate object method "init" via package > "MIME::Decoder::QuotedPrint" > at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Decoder.pm > line 179. > context: > ... > 175: unless (eval "require '$concrete_path';") { > 176: return undef; > 177: } > 178: bless $self, $concrete_name; > 179: $self->init(@args); > 180: } > 181: > 182: #------------------------------ > 183: > ... > code stack: /usr/lib/perl5/vendor_perl/5.8.4/MIME/Decoder.pm:179 > /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:795 > /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:1049 > /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:714 > /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:1038 > /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:1143 > /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm:1115 > /usr/lib/RT/EmailParser.pm:280 > /usr/lib/RT/EmailParser.pm:229 > /usr/lib/RT/EmailParser.pm:198 > /usr/lib/RT/Interface/Email.pm:420 > /var/www/localhost/htdocs/rt/REST/1.0/NoAuth/mail-gateway:31 > > raw error > Can't locate object method "init" via package "MIME::Decoder:: > QuotedPrint" at /usr/lib/pe > rl5/vendor_perl/5.8.4/MIME/Decoder.pm line 179. > > > Trace begun at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Exceptions.pm > line 131 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > "init" via packag > e "MIME::Decoder::QuotedPrint" > at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Decoder.pm line 1 > 79.^J') called at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Decoder.pm line > 179 > MIME::Decoder::new('MIME::Decoder', 'quoted-printable') called > at /usr/lib/perl5/vendor_p > erl/5.8.4/MIME/Parser.pm line 795 > MIME::Parser::process_singlepart('MIME::Parser=HASH(0x968f240)', 'IO:: > Scalar=GLOB(0x968f2 > 88)', 'MIME::Parser::Reader=HASH(0x9763984)', 'MIME:: > Entity=HASH(0x9791900)') called at / > usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm line 1049 > MIME::Parser::process_part('MIME::Parser=HASH(0x968f240)', 'IO:: > Scalar=GLOB(0x968f288)', > 'MIME::Parser::Reader=HASH(0x9763984)', 'Retype', '') called > at /usr/lib/perl5/vendor_per > l/5.8.4/MIME/Parser.pm line 714 > MIME::Parser::process_multipart('MIME::Parser=HASH(0x968f240)', 'IO:: > Scalar=GLOB(0x968f28 > 8)', 'MIME::Parser::Reader=HASH(0x970c7bc)', 'MIME:: > Entity=HASH(0x96870c4)') called at /u > sr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm line 1038 > MIME::Parser::process_part('MIME::Parser=HASH(0x968f240)', 'IO:: > Scalar=GLOB(0x968f288)', > undef) called at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm line > 1143 > MIME::Parser::parse('MIME::Parser=HASH(0x968f240)', 'IO:: > Scalar=GLOB(0x968f288)') called > at /usr/lib/perl5/vendor_perl/5.8.4/MIME/Parser.pm line 1115 > MIME::Parser::parse_data('MIME::Parser=HASH(0x968f240)', ...... > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From sh.hancock at gmail.com Mon Nov 29 23:51:48 2004 From: sh.hancock at gmail.com (Stephen Hancock) Date: Mon, 29 Nov 2004 23:51:48 -0500 Subject: [rt-users] SiteConfiguration problems Message-ID: <78c5b141041129205172d05226@mail.gmail.com> I am having a very tough time getting the basic configuration correct. I get the login screen but the graphics do not show and the bottom of the initial page (for adding users) is missing. I am on Fedora Core 3, apache 1.3.33 and RT 3.2. Mod_perl is comiled into Apache statically. Our settings are: >From my RT_SiteConfig.pm Set($rtname , "my.domain.com"); Set($Organization , "domain.com"); Set($DatabaseName , 'rt3'); Set($CanonicalizeEmailAddressMatch , 'rt.domain.com$'); Set($CanonicalizeEmailAddressReplace , 'domain.com'); Set($CorrespondAddress , 'me at my.domain.com'); Set($CommentAddress , 'me at my.domain.com'); Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogDir, '/usr/local/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log Set($WebPath , "/rt3"); Set($WebBaseURL , "http://my.domain.com:80"); Set($WebURL , $WebBaseURL . $WebPath . "share/html"); Set($WebImagesURL , $WebPath . "/NoAuth/images"); Set($LogoURL , $WebImagesURL . "rt.jpg"); Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); >From my httpd.conf ServerName rt3.domain.com DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason This is behind our firewall, we have the following in the hosts file: 192.168.1.100 rt3.domain.com rt3 192.168.1.100 bugzilla.domain.com bugzilla I think I need a sample SiteConfig.pm and the corresponding httpd.conf setup. I have used the configuration in the docs but can get no further than this. Thanks From ppaadd at rediffmail.com Tue Nov 30 00:44:56 2004 From: ppaadd at rediffmail.com (Padmanaban L) Date: 30 Nov 2004 05:44:56 -0000 Subject: [rt-users] Custom active Status depending on user name Message-ID: <20041130054456.17833.qmail@webmail9.rediffmail.com> ? Hi List, I'm New to RT. I have problem customizing RT3 . I want to display the status @ACTIVE_STATUS = qw(new open stalled other_status )@INACTIVE_STATUS = qw(resolved); and for superuser alone. Please help me getting this done . thanks in advance -Padhu -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.watson at staff.netspace.net.au Tue Nov 30 03:32:27 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Tue, 30 Nov 2004 19:32:27 +1100 Subject: [rt-users] Issues with RT3.2.2 on MacOSX and Oracle Message-ID: <56F211C5E3F24F47B103EA1B253822BE243A6C@vic-cr-ex1.staff.netspace.net.au> FYI, I finally solved this issue. It turned up on a AMD64 I was testing as well, issue turned out to be DBD::Oracle 1.16, once I dropped back to 1.15 everything worked fine. Haven't looked into what the actual problem is yet, but if anyone else is having this issue.. that's what it may be. Regards, Matt. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matthew Watson Sent: Wednesday, November 03, 2004 6:50 PM To: rt-users at lists.fsck.com Subject: [rt-users] Issues with RT3.2.2 on MacOSX and Oracle Heya. Wonder if anyone has come across this. I've got an RT3.2.2 installation that I'm trying to get going on Mac OS X (panther) Everything is working,except creating tickets it is having issues inserting into the Attachments table. I gather its an issue with Unicode, DBD::Oracle::st execute failed: ORA-12704: character set mismatch I've been through the various Oracle google results, and most suggest setting NLS_LANG, but RT seems to overwrite that in Handle.pm anyway, so that's not much help. Anyone been bitten by this and know the fix? Regards -- Matthew Watson Netspace Online Systems (03) 98110010 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. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From berking at web.de Tue Nov 30 07:58:10 2004 From: berking at web.de (Axel Berking) Date: Tue, 30 Nov 2004 13:58:10 +0100 (CET) Subject: [rt-users] History and German umlauts Message-ID: <36634.213.70.107.33.1101819490.squirrel@213.70.107.33> Hello, i'm running rt 3.2.2. on Debian sarge with Apache 3.3.31. i have got a display problem with the german umlauts at the ticket history. the ticket will be shown correct if i klick >>download/html<< the text/html file, but in the history will not show the same result. The Umlauts are displayed as boxed, or question marks. When i change the setting of IE to Windows Code, the messages will be shown in a correct way. Is ist possibly to fix this, or where can i search for a sollution? (RT, Apache, Debian) Thank you in advance A. B. From mmeyer at jasi.com Tue Nov 30 08:48:37 2004 From: mmeyer at jasi.com (Matthew Meyer) Date: Tue, 30 Nov 2004 08:48:37 -0500 Subject: [rt-users] CustomField Bulk Updates Message-ID: <002101c4d6e3$4ac68160$7401a8c0@hq.jasi.com> We've recently upgraded to 3.2.2 and were happy to see the bulk update feature with custom fields. The only problem is by default, the bulk updater will set all custom field values to '(no value)' - all of our custom fields are selections rather than free form. I was wondering if anyone else had run into this issue and was looking into a fix or workaround. If not, can anyone think of a simple fix or work around. I'll be happy to look into the code in more detail and post my findings but I wanted to check the list first. Thanks for any info. -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnaclebob at gmail.com Tue Nov 30 09:31:20 2004 From: barnaclebob at gmail.com (Barnacle Bob) Date: Tue, 30 Nov 2004 09:31:20 -0500 Subject: [rt-users] Random additional requestors Message-ID: Hello all, I am running version 3.2.0 and have run into a problem durring approvals that sometimes more requestors are added to the approval ticket than the original ticket had.. I am having a very difficult time tracking down the source of this problem and was hoping someone could see the error or point me in the right direction. Here is the template we are using to create the tickets. (see below). Most of the time the aproval is created right and only has the requestors from the parent ticket but sometimes it has extras. I have not been able to recreate this when i've been making tickets but i do have several examples of the approvals with extra requestors on them. Any input would be appreciated. -Karl Pietri LAN Tech Northview Public Schools ===Create-Ticket: approval Queue: MApprovals Type: Approval Owner: { my %admins=( "High School" => "MThomas", "Crossroads" => "AScogg", "Highlands" => "DDuba", "East" => "JCare", "North" => "COconnor", "West" => "THampel", "AltEd" => "SThomas", "Special Ed" => "DHeitzman", "Admin" => "MSkudre", "Athletic" => "BDailey", "Bus Garage" => "SMullins", "Food Service" => "KHahn"); my $building=$Tickets{"TOP"}->FirstCustomFieldValue(9); my $owner = $admins{$building} || 'DMcKellar'; $owner; } { my $requestors=$Tickets{"TOP"}->Requestors; my @emails=$requestors->MemberEmailAddresses(); foreach $item(@emails){ $out.="Requestor: ".$item."\r\n"; } $out; } Depended-On-By: {$Tickets{"TOP"}->Id} Refers-To: {$Tickets{"TOP"}->Id} Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Content-Type: text/plain Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject} ENDOFCONTENT From rt at chaka.net Tue Nov 30 09:10:29 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 30 Nov 2004 09:10:29 -0500 Subject: [rt-users] CustomField Bulk Updates In-Reply-To: <002101c4d6e3$4ac68160$7401a8c0@hq.jasi.com> References: <002101c4d6e3$4ac68160$7401a8c0@hq.jasi.com> Message-ID: <20041130141029.GR12692@chaka.net> I have a fix for this but it has only been tested by me, but it has been used at our site, in production with good results. I can send a patch later today if you want. -Todd On Tue, Nov 30, 2004 at 08:48:37AM -0500, Matthew Meyer wrote: > We've recently upgraded to 3.2.2 and were happy to see the bulk update > feature with custom fields. The only problem is by default, the bulk > updater will set all custom field values to '(no value)' - all of our custom > fields are selections rather than free form. I was wondering if anyone else > had run into this issue and was looking into a fix or workaround. If not, > can anyone think of a simple fix or work around. I'll be happy to look into > the code in more detail and post my findings but I wanted to check the list > first. > > > > Thanks for any info. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From bam at miranda.org Tue Nov 30 10:20:57 2004 From: bam at miranda.org (Bret Martin) Date: Tue, 30 Nov 2004 10:20:57 -0500 Subject: [rt-users] CustomField Bulk Updates In-Reply-To: Message from Todd Chapman of "Tue, 30 Nov 2004 09:10:29 -0500." <20041130141029.GR12692@chaka.net> Message-ID: <1514.1101828057@anasazi.miranda.org> On Tue, 30 Nov 2004 09:10:29 EST Todd Chapman wrote: > I have a fix for this but it has only been tested by me, but it > has been used at our site, in production with good results. I > can send a patch later today if you want. Can you attach the patch to this ticket, or if you send it to me, I can do so: http://rt3.fsck.com/Ticket/Display.html?id=6267 --Bret From ron.tyro at utoronto.ca Tue Nov 30 10:32:55 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Tue, 30 Nov 2004 10:32:55 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 References: <419CDD07.7B9D990@utoronto.ca> Message-ID: <41AC92A7.2DFADC65@utoronto.ca> Dell GX260 FreeBSD 4.10 Apache 1.3.29 I did the default install of RT on FreeBSD. I ran the testdeps and it came back with everything is up-to-date. I modified the httpd.conf file as per instructions. I'm getting errors in my httpd-error.log: "Can't locate RT/mason.pm in ...all the paths. " I did a locate and find on mason.pm, but it does not exist. The next error in the httpd-error.log file is: "Undefined subroutine &RT::mason::handler called". Probably because the mason.pm does not exist. I noticed a thread started on this problem, but not sure if it has been resolved, and another on Apache2 which I don't think applies to my install since I'm not using Apache2. Any suggestions are/would be appreciated. Thank you, Ron -- Scotiabank Information Commmons, University of Toronto From rt at chaka.net Tue Nov 30 10:43:54 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 30 Nov 2004 10:43:54 -0500 Subject: [rt-users] CustomField Bulk Updates In-Reply-To: <1514.1101828057@anasazi.miranda.org> References: <20041130141029.GR12692@chaka.net> <1514.1101828057@anasazi.miranda.org> Message-ID: <20041130154354.GS12692@chaka.net> Here is a patch against 3.2.2. Please test before using for anything important. -Todd Index: html/Ticket/Elements/EditCustomField =================================================================== --- html/Ticket/Elements/EditCustomField (revision 1949) +++ html/Ticket/Elements/EditCustomField (working copy) @@ -68,8 +68,8 @@ % } elsif ($CustomField->Type =~ /^Select/) { - - " size="<%$Rows%>" <%$CustomField->Type eq 'SelectMultiple' && 'MULTIPLE'%>> % my $CustomFieldValues = $CustomField->Values(); @@ -90,6 +90,7 @@ $TicketObj => undef $CustomField => undef $NamePrefix => undef +$NameSuffix => undef $Rows => 5 $Cols=> 15 $Default => undef Index: html/Search/Bulk.html =================================================================== --- html/Search/Bulk.html (revision 1949) +++ html/Search/Bulk.html (working copy) @@ -171,11 +171,21 @@ % } <%$pref%> <% $cf->Name %>
<% $cf->FriendlyType %> +% if ($cf->Type =~ /SelectSingle/) { +
<&|/l&>Don't update +% }
> RT Self Service >
> > >
> > > > > > > > BGCOLOR="#336699" > CELLSPACING=0 > BORDER=0 > WIDTH="100%" > CELLPADDING="0"> > > > > > > > > >
style="color: #336699;" > class="titlebox"> > > > My open tickets > > style="color: #336699;" > class="titleboxright"> >   >
> > > > > > > > >
SubjectStatusOwner
>
> > > > > > rt: Malformed RT response from http://localhost. > > Any ideas? > > -- > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From shildreth at allantgroup.com Tue Nov 16 10:18:44 2004 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Tue, 16 Nov 2004 09:18:44 -0600 Subject: [rt-users] Re: Internal Server Error In-Reply-To: <1100617538.940.57.camel@scotth.emsphone.com> References: <20041116061935.28386.qmail@web50810.mail.yahoo.com> <4199ABAA.9040905@acronis.com> <1100617538.940.57.camel@scotth.emsphone.com> Message-ID: <1100618324.940.61.camel@scotth.emsphone.com> ..got rejected, had wrong email...here it is again. On Tue, 2004-11-16 at 09:05, Scott T. Hildreth wrote: > When you installed mysql did you check if the server is running? > FreeBSD 5.3 uses more of the rc.conf control, the startup script > for the mysqld is in /usr/local/etc/rc.d. Add the line > > mysql_enable="YES" > > to /etc/rc.conf and then as root type > > '/usr/local/etc/rc.d/mysql-server.sh' start > > all this is only helpful, if your server isn't running, so do a > > 'ps -auxww | grep mysqld' > > ...see if it is running. > > On Tue, 2004-11-16 at 01:26, Ruslan U. Zakirov wrote: > > Partom Rule wrote: > > > --- seph wrote: > > > > > > > > DBI > > > > connect('dbname=rt3;host=localhost','rt_user',...) > > > > > failed: Can't connect to local MySQL server > > > > through > > > > > socket '/tmp/mysql.sock' (2) at > > > > > > I could not find this file mysql.sock. Where is this > > > defenishion, at? on what file? > > May be your mysql is stopped? Did you run `make initdb` while RT install? > > > > As variant you can add > > [mysqld] > > ... > > socket=/tmp/mysql.sock > > > > to /etc/my.cnf > > > > > > > > > > > > > > > well, is /tmp/mysql.sock where your mysql leaves > > > > it's socket? I bet > > > > not. > > > > > > > > mysql tries to use the socket to talk to the server > > > > when the hostname > > > > is localhost. However, DBD::mysql doesn't read > > > > my.cnf, which means > > > > that if your socket is in a funny location, you can > > > > lose trying to > > > > connect to database running on localhost. > > > > > > > > There are 2 easy ways to fix this. Not using > > > > "localhost" as the db > > > > server name should work, or you can set the > > > > environmental variable > > > > MYSQL_UNIX_PORT appropriately. for example, one of > > > > my RT_SiteConfig > > > > files has: > > > > > > > $ENV{'MYSQL_UNIX_PORT'}="/opt/mysql/var/mysql.sock"; > > > > > > where do i configure that? on what file? the > > > configuration of mysql or RT? > > > > > > > > > > > seph > > > > > > > > > > > > > > > > > > > __________________________________ > > > Do you Yahoo!? > > > Meet the all-new My Yahoo! - Try it today! > > > http://my.yahoo.com > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Nov 16 10:19:34 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 16 Nov 2004 18:19:34 +0300 Subject: [rt-users] RT Blues.... In-Reply-To: <20041116121816.GI7898@pallas.eruditorum.org> References: <001901c4c373$c772c760$0a01a8c0@ops.cenergynetworks.com> <20041116121816.GI7898@pallas.eruditorum.org> Message-ID: <419A1A86.30307@acronis.com> Jesse Vincent wrote: >>The weaken() function is only available if you have the _XS_ version of >>Scalar::Util. Try reinstalling this module and make sure that the XS >>version gets compiled. If you're on Windows I believe Randy Kobes' has >>this in his PPM repo. > > > Oh. ow. Is there an easy way to probe for the XS version? If so, I'll add > it to the dep list. IMHO next would be OK: require Scalar::Util; print "not " unless (defined &Scalar::Util::weaken); print "ok"; > > >>-dave >> >>/*=========================== >>VegGuide.Org >>Your guide to all that's veg. >>===========================*/ >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > From Ruslan.Zakirov at acronis.com Tue Nov 16 10:33:24 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 16 Nov 2004 18:33:24 +0300 Subject: [rt-users] Generating Reports and Adding Custom Statuses In-Reply-To: <20041116132422.GA11241@westend.com> References: <174940B3-3732-11D9-A4AE-0003939D3296@irp.com> <20041116132422.GA11241@westend.com> Message-ID: <419A1DC4.602@acronis.com> Then you'll add 'waiting for foo', 'waiting for bar', 'resolved xxx'... One day you'll end up with some complicated thing that integrated too deeply in RT core and RT 'status' *is core* thing. Search in the list for 'custom status'. This topic was discussed deeply enough. Users' suggested other variants that works in more flexible way. Please, read it. Christian Hammers wrote: > Hello Chris > > On Mon, Nov 15, 2004 at 01:13:46PM -0500, Chris Cahill wrote: > >>Also, they would like to add a status ("In Testing") and rename >>"Stalled" to "On Hold". How hard is this to accomplish? > > > I can help you with this. We implemented "waiting" (for customer to > respond)" and will soon split to "waiting for reminder" and "waiting > for autoclose" (if customer does not react within 4 days the case is > considered as solved) which was a good idea I got from OTRS. > > Anyway, I remember that I entered the new state in very few files, I > think it was even enough to write it in > @@ /etc/request-tracker3.2/RT_SiteConfig.pm > - @ActiveStatus = qw(new open stalled) unless @ActiveStatus; > + @ActiveStatus = qw(new open stalled waiting) unless @ActiveStatus; > > and then adjust your search queries that waiting shows up in "my 10 high > prio tickets" or in the "keyword search" from the upper right corner. > See html/Elements/MyTickets and html/SelfService/Elements/MyRequests > > bye, > > -christian- > From ch at westend.com Tue Nov 16 10:44:36 2004 From: ch at westend.com (Christian Hammers) Date: Tue, 16 Nov 2004 16:44:36 +0100 Subject: [rt-users] Generating Reports and Adding Custom Statuses In-Reply-To: <419A1DC4.602@acronis.com> References: <174940B3-3732-11D9-A4AE-0003939D3296@irp.com> <20041116132422.GA11241@westend.com> <419A1DC4.602@acronis.com> Message-ID: <20041116154436.GA15708@westend.com> On Tue, Nov 16, 2004 at 06:33:24PM +0300, Ruslan U. Zakirov wrote: > Then you'll add 'waiting for foo', 'waiting for bar', 'resolved xxx'... > One day you'll end up with some complicated thing that integrated too > deeply in RT core and RT 'status' *is core* thing. You should de-"core" it and make it just some arbitrary ids :) > Search in the list for 'custom status'. This topic was discussed deeply > enough. Users' suggested other variants that works in more flexible way. > Please, read it. Thanks, I'll search this thread. bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From aharrison at gmail.com Tue Nov 16 11:12:01 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 16 Nov 2004 11:12:01 -0500 Subject: [rt-users] CLI malformed rt response In-Reply-To: <20041116150121.GA28077@pallas.eruditorum.org> References: <20041116150121.GA28077@pallas.eruditorum.org> Message-ID: On Tue, 16 Nov 2004 10:01:21 -0500, Jesse Vincent wrote: > A user with only self-service access is trying to access RT. Doh... got it. Also, am I correct that bin/rt cannot do a date query? "Created < '2 days ago'" for instance? -- Andy Harrison From jesse at bestpractical.com Tue Nov 16 12:09:05 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Nov 2004 12:09:05 -0500 Subject: [rt-users] Bulk [merge into] fails for 3.2.2 In-Reply-To: <4199F86F.5080908@mobitel.si> References: <4199F86F.5080908@mobitel.si> Message-ID: <38C960B4-37F2-11D9-9A18-000A95AA631E@bestpractical.com> This has been taken care of for 3.2.3 already. On Nov 16, 2004, at 7:54 AM, Jure Simsic wrote: > I'm trying to merge a couple of tickets into one and get an error: > >> error: Can't call method "Name" without a package or object >> reference at /usr/local/rt3/lib/RT/Interface/Web.pm line 1173. >> context: >> ... >> 1169: push ( @results, $msg ); >> 1170: } >> 1171: } >> 1172: else { >> 1173: push ( @results, "User asked for an unknown update type for >> custom field " . $cf->Name . " for ticket " . $Ticket->id ); >> 1174: } >> 1175: } >> 1176: } >> 1177: return (@results); >> ... >> code stack: /usr/local/rt3/lib/RT/Interface/Web.pm:1173 >> /usr/local/rt3/share/html/Search/Bulk.html:270 >> /usr/local/rt3/share/html/autohandler:221 > > (I have one custom field on the queue, all tickets are from this queue) > > I've tried to bulk-change owner and that went ok, i tried to merge > only one, that was ok as well. It turns out it does merge the first > one, but fails right after that I suppose. > > Anybody any clues? > Thanx > > > Jure > > p.s.And the raw error goes as such: >> Can't call method "Name" without a package or object reference at >> /usr/local/rt3/lib/RT/Interface/Web.pm line 1173. >> 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 call method "Name" >> without a package or object reference at >> /usr/local/rt3/lib/RT/Interface/Web.pm line 1173.^J') called at >> /usr/local/rt3/lib/RT/Interface/Web.pm line 1173 >> HTML::Mason::Commands::ProcessTicketCustomFieldUpdates('ARGSRef', >> 'HASH(0x14bc91c)') called at >> /usr/local/rt3/share/html/Search/Bulk.html line 270 >> HTML::Mason::Commands::__ANON__('MemberOf-Ticket', '', 'Starts_Date', >> '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', >> 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', >> 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', >> 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', >> 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', >> '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', >> 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', >> 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', >> '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', >> 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', >> 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', >> 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', >> 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, >> 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', >> 'on > ', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', > 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', > 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on', > 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', 'on', > 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', > 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', > 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', > 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', > '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', > 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 > ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', > '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', > 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', > 'Page', 1, 'Order', 'ASC', 'UpdateTicket1693', 'on', > 'UpdateTicket1688', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', > 'UpdateTicket1678', 'o > n', 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', > 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', > 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', > 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', > 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', > 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') 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(0x1594da4)', 'MemberOf-Ticket', '', 'Starts_Date', '', >> 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', >> 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', >> 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', >> 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', >> 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', >> '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', >> 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', >> 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', >> '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', >> 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', >> 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', >> 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', >> 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, >> 'UpdateSubject', '', > 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', > 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', > 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', > 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on', 'MemberOf-Ticket', > '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', > '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', > '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', > 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', > 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', > '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', > 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', > 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', > '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', > 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1693', 'on', > 'UpdateTicket1688', 'on', 'Ticket-Depend > sOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', 'AddRequestor', > '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', 'on', > 'Ticket-MergeInto', 958, 'UpdateSubject', '', 'UpdateTicket1722', > 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', > 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', > 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', > 'UpdateTicket1676', 'on') called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 >> HTML::Mason::Request::comp(undef, undef, 'MemberOf-Ticket', '', >> 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', >> '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', >> '', 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', >> 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', >> 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', >> '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', >> 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', >> 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', >> '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', >> 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', >> 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', >> 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', >> 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, >> 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1 > 711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', > 'on', 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', > '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', > 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', 'UpdateTicket1648', > 'on', 'Rows', 50, 'Status', '', 'UpdateTicket1645', 'on', > 'UpdateAttachment', '', 'Started_Date', '', 'Format', '', > 'UpdateType', 'private', 'RefersTo-Ticket', '', 'UpdateTicket1700', > 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', 'Subject', '', > '31-Values-Magic', 1, 'Ticket-RefersTo', '', '31-Values', '', > 'UpdateTicket1712', 'on', 'Owner', '', 'Query', 'Subject LIKE \'24 > ur\' AND (Status = \'new\' OR Status = \'open\')', 'Ticket-MemberOf', > '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', > 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', > 'Page', 1, 'Order', 'ASC', 'UpdateTicket1693', 'on', > 'UpdateTicket1688', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', > 'UpdateTicket > 1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', 'on', > 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', > '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', > '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', > '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', > 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760 >> HTML::Mason::Request::call_next('HTML::Mason::Request:: >> ApacheHandler=HASH(0x1559ed4)', 'MemberOf-Ticket', '', 'Starts_Date', >> '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', >> 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', >> 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', >> 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', >> 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', >> '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', >> 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', >> 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', >> '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', >> 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1693', 'on', >> 'UpdateTicket1688', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', >> 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', >> 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, >> 'UpdateSubject' > , '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', > 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', > 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', > 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') > called at /usr/local/rt3/share/html/autohandler line 221 >> HTML::Mason::Commands::__ANON__('MemberOf-Ticket', '', 'Starts_Date', >> '', 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', >> 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', >> 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', >> 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', >> 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', >> '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', >> 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', >> 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', >> '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', >> 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', >> 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', >> 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', >> 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, >> 'UpdateSubject', '', 'UpdateTicket1722', 'on', 'UpdateTicket1711', >> 'on > ', 'AddAdminCc', '', 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', > 'UpdateContent', '', 'UpdateTicket1672', 'on', 'Resolved_Date', '', > 'UpdateTicket1665', 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') > 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(0x15a3c68)', 'MemberOf-Ticket', '', 'Starts_Date', '', >> 'UpdateTicket1648', 'on', 'Rows', 50, 'Status', '', >> 'UpdateTicket1645', 'on', 'UpdateAttachment', '', 'Started_Date', '', >> 'Format', '', 'UpdateType', 'private', 'RefersTo-Ticket', '', >> 'UpdateTicket1700', 'on', 'DeleteCc', '', 'UpdateTicket1663', 'on', >> 'Subject', '', '31-Values-Magic', 1, 'Ticket-RefersTo', '', >> '31-Values', '', 'UpdateTicket1712', 'on', 'Owner', '', 'Query', >> 'Subject LIKE \'24 ur\' AND (Status = \'new\' OR Status = \'open\')', >> 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', >> '', 'Priority', '', 'AddCc', '', 'DeleteRequestor', '', 'Queue', '', >> 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1688', 'on', >> 'UpdateTicket1693', 'on', 'Ticket-DependsOn', '', 'Told_Date', '', >> 'UpdateTicket1678', 'on', 'AddRequestor', '', 'UpdateTicket1714', >> 'on', 'UpdateTicket1703', 'on', 'Ticket-MergeInto', 958, >> 'UpdateSubject', '', > 'UpdateTicket1722', 'on', 'UpdateTicket1711', 'on', 'AddAdminCc', '', > 'DeleteAdminCc', '', 'UpdateTicket1677', 'on', 'UpdateContent', '', > 'UpdateTicket1672', 'on', 'Resolved_Date', '', 'UpdateTicket1665', > 'on', 'OrderBy', 'id', 'UpdateTicket1676', 'on') called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 >> HTML::Mason::Request::comp(undef, undef, undef, 'MemberOf-Ticket', >> '', 'Starts_Date', '', 'UpdateTicket1648', 'on', 'Rows', 50, >> 'Status', '', 'UpdateTicket1645', 'on', 'UpdateAttachment', '', >> 'Started_Date', '', 'Format', '', 'UpdateType', 'private', >> 'RefersTo-Ticket', '', 'UpdateTicket1700', 'on', 'DeleteCc', '', >> 'UpdateTicket1663', 'on', 'Subject', '', '31-Values-Magic', 1, >> 'Ticket-RefersTo', '', '31-Values', '', 'UpdateTicket1712', 'on', >> 'Owner', '', 'Query', 'Subject LIKE \'24 ur\' AND (Status = \'new\' >> OR Status = \'open\')', 'Ticket-MemberOf', '', 'UpdateTicket1646', >> 'on', 'DependsOn-Ticket', '', 'Priority', '', 'AddCc', '', >> 'DeleteRequestor', '', 'Queue', '', 'Due_Date', '', 'Page', 1, >> 'Order', 'ASC', 'UpdateTicket1688', 'on', 'UpdateTicket1693', 'on', >> 'Ticket-DependsOn', '', 'Told_Date', '', 'UpdateTicket1678', 'on', >> 'AddRequestor', '', 'UpdateTicket1714', 'on', 'UpdateTicket1703', >> 'on', 'Ticket-MergeInto', 958, 'UpdateSubject', '', >> 'UpdateTicket1722', 'on', 'Update > Ticket1711', 'on', 'AddAdminCc', '', 'DeleteAdminCc', '', > 'UpdateTicket1677', 'on', 'UpdateContent', '', 'UpdateTicket1672', > 'on', 'Resolved_Date', '', 'UpdateTicket1665', 'on', 'OrderBy', 'id', > 'UpdateTicket1676', 'on') called at > /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 >> HTML::Mason::Request::exec('HTML::Mason::Request:: >> ApacheHandler=HASH(0x1559ed4)') called at >> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line >> 134 >> eval {...} 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(0x1559ed4)') 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(0xb8728c)', 'Apache=SCALAR(0x1456628)') called at >> /usr/local/rt3/bin/webmux.pl line 126 >> eval {...} at /usr/local/rt3/bin/webmux.pl line 126 >> RT::Mason::handler('Apache=SCALAR(0x1456628)') called at /dev/null >> line 0 >> eval {...} at /dev/null line 0 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From rt at chaka.net Tue Nov 16 12:56:51 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Nov 2004 12:56:51 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault Message-ID: <20041116175651.GO8403@chaka.net> I am upgrading RT 3.0.10 on a Suse 8.2 box. Running 'make testdeps' reults in a segfault. Omitting the --with-mysql option avoids this. Any ideas? Thanks. -Todd slah001:~/rt-3.3.11 # make testdeps /usr/local/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (wwwrun)...found web group (nogroup)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found . . . . . YAML ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found Apache::Test ...found HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found Test::WWW::Mechanize ...MISSING Module::Refresh 0.03...MISSING MYSQL dependencies: make: *** [testdeps] Segmentation fault From rt at chaka.net Tue Nov 16 12:58:52 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Nov 2004 12:58:52 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041116175651.GO8403@chaka.net> References: <20041116175651.GO8403@chaka.net> Message-ID: <20041116175852.GP8403@chaka.net> BTW, perl = 5.8.3 make = 3.80 On Tue, Nov 16, 2004 at 12:56:51PM -0500, Todd Chapman wrote: > I am upgrading RT 3.0.10 on a Suse 8.2 box. > > Running 'make testdeps' reults in a segfault. Omitting > the --with-mysql option avoids this. Any ideas? > > Thanks. > > -Todd > > slah001:~/rt-3.3.11 # make testdeps > /usr/local/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql > perl: > 5.8.3...found > users: > rt group (rt)...found > bin owner (root)...found > libs owner (root)...found > libs group (bin)...found > web owner (wwwrun)...found > web group (nogroup)...found > MASON dependencies: > Params::Validate 0.02...found > Cache::Cache ...found > Exception::Class 1.14...found > HTML::Mason 1.23...found > MLDBM ...found > Errno ...found > FreezeThaw ...found > Digest::MD5 2.27...found > CGI::Cookie 1.20...found > . > . > . > . > . > YAML ...found > DEV dependencies: > Regexp::Common ...found > Time::HiRes ...found > Test::Inline ...found > Apache::Test ...found > HTML::Form ...found > HTML::TokeParser ...found > WWW::Mechanize ...found > Test::WWW::Mechanize ...MISSING > Module::Refresh 0.03...MISSING > MYSQL dependencies: > make: *** [testdeps] Segmentation fault > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Tue Nov 16 13:40:18 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Nov 2004 13:40:18 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041116175852.GP8403@chaka.net> References: <20041116175651.GO8403@chaka.net> <20041116175852.GP8403@chaka.net> Message-ID: <20041116184018.GE28077@pallas.eruditorum.org> On Tue, Nov 16, 2004 at 12:58:52PM -0500, Todd Chapman wrote: > BTW, > > perl = 5.8.3 > make = 3.80 Run these: perl -MDBD::Mysql -e1 perl -mModule::Refresh -MDBD::Mysql -e1 perl -mModule::Refresh -e'use DBD::Mysql' From rt at chaka.net Tue Nov 16 13:15:30 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Nov 2004 13:15:30 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041116184018.GE28077@pallas.eruditorum.org> References: <20041116175651.GO8403@chaka.net> <20041116175852.GP8403@chaka.net> <20041116184018.GE28077@pallas.eruditorum.org> Message-ID: <20041116181530.GQ8403@chaka.net> Strangeness. RT seems to be working anyway... slah001:~/rt-3.3.11 # which perl /usr/local/bin/perl slah001:~/rt-3.3.11 # /usr/local/bin/perl -v This is perl, v5.8.3 built for i686-linux Copyright 1987-2003, Larry Wall slah001:~/rt-3.3.11 # /usr/local/bin/perl -MCPAN -e 'install Module::Refresh' CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Tue, 16 Nov 2004 11:09:27 GMT Module::Refresh is up to date. slah001:~/rt-3.3.11 # perl -MDBD::Mysql -e1 Can't locate DBD/Mysql.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .). BEGIN failed--compilation aborted. slah001:~/rt-3.3.11 # perl -mModule::Refresh -MDBD::Mysql -e1 Can't locate DBD/Mysql.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .). BEGIN failed--compilation aborted. slah001:~/rt-3.3.11 # perl -mModule::Refresh -e'use DBD::Mysql' Can't locate DBD/Mysql.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .) at -e line 1. BEGIN failed--compilation aborted at -e line 1. On Tue, Nov 16, 2004 at 01:40:18PM -0500, Jesse Vincent wrote: > > > > On Tue, Nov 16, 2004 at 12:58:52PM -0500, Todd Chapman wrote: > > BTW, > > > > perl = 5.8.3 > > make = 3.80 > Run these: > > perl -MDBD::Mysql -e1 > > perl -mModule::Refresh -MDBD::Mysql -e1 > > perl -mModule::Refresh -e'use DBD::Mysql' From jesse at bestpractical.com Tue Nov 16 13:55:47 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Nov 2004 13:55:47 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041116181530.GQ8403@chaka.net> References: <20041116175651.GO8403@chaka.net> <20041116175852.GP8403@chaka.net> <20041116184018.GE28077@pallas.eruditorum.org> <20041116181530.GQ8403@chaka.net> Message-ID: <20041116185547.GF28077@pallas.eruditorum.org> On Tue, Nov 16, 2004 at 01:15:30PM -0500, Todd Chapman wrote: > Strangeness. RT seems to be working anyway... Er, sorry. DBD::mysql > > slah001:~/rt-3.3.11 # which perl > /usr/local/bin/perl > > slah001:~/rt-3.3.11 # /usr/local/bin/perl -v > > This is perl, v5.8.3 built for i686-linux > > Copyright 1987-2003, Larry Wall > > slah001:~/rt-3.3.11 # /usr/local/bin/perl -MCPAN -e 'install Module::Refresh' > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Tue, 16 Nov 2004 11:09:27 GMT > Module::Refresh is up to date. > > slah001:~/rt-3.3.11 # perl -MDBD::Mysql -e1 > Can't locate DBD/Mysql.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .). > BEGIN failed--compilation aborted. > > slah001:~/rt-3.3.11 # perl -mModule::Refresh -MDBD::Mysql -e1 > Can't locate DBD/Mysql.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .). > BEGIN failed--compilation aborted. > > slah001:~/rt-3.3.11 # perl -mModule::Refresh -e'use DBD::Mysql' > Can't locate DBD/Mysql.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .) at -e line 1. > BEGIN failed--compilation aborted at -e line 1. > > On Tue, Nov 16, 2004 at 01:40:18PM -0500, Jesse Vincent wrote: > > > > > > > > On Tue, Nov 16, 2004 at 12:58:52PM -0500, Todd Chapman wrote: > > > BTW, > > > > > > perl = 5.8.3 > > > make = 3.80 > > Run these: > > > > perl -MDBD::Mysql -e1 > > > > perl -mModule::Refresh -MDBD::Mysql -e1 > > > > perl -mModule::Refresh -e'use DBD::Mysql' > -- From rt at chaka.net Tue Nov 16 13:23:41 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Nov 2004 13:23:41 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041116185547.GF28077@pallas.eruditorum.org> References: <20041116175651.GO8403@chaka.net> <20041116175852.GP8403@chaka.net> <20041116184018.GE28077@pallas.eruditorum.org> <20041116181530.GQ8403@chaka.net> <20041116185547.GF28077@pallas.eruditorum.org> Message-ID: <20041116182341.GR8403@chaka.net> slah001:~/rt-3.3.11 # perl -MDBD::mysql -e1 slah001:~/rt-3.3.11 # perl -mModule::Refresh -MDBD::mysql -e1 slah001:~/rt-3.3.11 # perl -mModule::Refresh -e'use DBD::mysql' slah001:~/rt-3.3.11 # But why is this happening? slah001:~/rt-3.3.11 # make testdeps | grep MISS Test::WWW::Mechanize ...MISSING Module::Refresh 0.03...MISSING make: *** [testdeps] Segmentation fault slah001:~/rt-3.3.11 # /usr/local/bin/perl -MCPAN -e 'install Module::Refresh' CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Tue, 16 Nov 2004 11:09:27 GMT Module::Refresh is up to date. slah001:~/rt-3.3.11 # grep VERSION /usr//local/lib/perl5/site_perl/5.8.3/Module/Refresh.pm use vars qw( $VERSION %CACHE ); $VERSION = "0.04"; slah001:~/rt-3.3.11 # perl -MModule::Refresh -e 'print $Module::Refresh::VERSION' slah001:~/rt-3.3.11 # On Tue, Nov 16, 2004 at 01:55:47PM -0500, Jesse Vincent wrote: > > > > On Tue, Nov 16, 2004 at 01:15:30PM -0500, Todd Chapman wrote: > > Strangeness. RT seems to be working anyway... > > Er, sorry. DBD::mysql > From lnxdiva at us.ibm.com Tue Nov 16 14:05:28 2004 From: lnxdiva at us.ibm.com (Julie Konvicka) Date: Tue, 16 Nov 2004 13:05:28 -0600 Subject: [rt-users] Missing configuration section without SuperUser rights Message-ID: <1100631928.10476.163.camel@konvicka.austin.ibm.com> Hi, I'm running RT 3.0.11 on RHEL3 and am attempting to grant a group the rights to manage custom fields, templates and scrips for only one queue in RT. When I give this group the 'AdminCustomFields' right, the Configuration link doesn't show up. Without the Configuration section, I can see no other way to create or modify custom fields. If I grant SuperUser rights to a user in the Global section, they can see the Configuration link; however, I do not wish to give SuperUser access to the users in this group. Has anyone run into this problem? Any pointers would be greatly appreciated. Thanks, Julie Konvicka From rt at chaka.net Tue Nov 16 13:36:33 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Nov 2004 13:36:33 -0500 Subject: [rt-users] RT 3.3 Custom Field question Message-ID: <20041116183633.GS8403@chaka.net> Looking at permissions for custom fields, I see two permissions: 1. AdminCustomField (change custom field values, type, etc.) 2. SeeCustomField (Allows the user to see AND change the CF value) Whis is SeeCustomField not read-only and why isn't there an EditCustomField permission? Thanks. -Todd From jhause at visi.net Tue Nov 16 14:18:32 2004 From: jhause at visi.net (Joe Hause) Date: Tue, 16 Nov 2004 14:18:32 -0500 Subject: [rt-users] Perl error when clicking on preferences Message-ID: <000c01c4cc11$0fbc5e50$e0df010a@graphix> I keep getting: Error during compilation of /opt/rt3/share/html/Elements/SelectLang: Can't locate I18N/LangTags/List.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.0/i486-linux /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i486-linux /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i486-linux /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/Elements/SelectLang line 45. Does anyone know the name of the perl module, hopefully installable with CPAN? Thanks for any help, much appreciated! ------------------------------------------------------------- Joseph Hause Continental Visinet Broadband jhause at visi.net http://www.visi.net Network Operations 757-873-4500/888-323-4500 ------------------------------------------------------------- ############################################################# From jesse at bestpractical.com Tue Nov 16 15:00:41 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Nov 2004 15:00:41 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041116182341.GR8403@chaka.net> References: <20041116175651.GO8403@chaka.net> <20041116175852.GP8403@chaka.net> <20041116184018.GE28077@pallas.eruditorum.org> <20041116181530.GQ8403@chaka.net> <20041116185547.GF28077@pallas.eruditorum.org> <20041116182341.GR8403@chaka.net> Message-ID: <20041116200040.GH28077@pallas.eruditorum.org> If you remove module::refresh from RT's testdeps script, does it still segfault? On Tue, Nov 16, 2004 at 01:23:41PM -0500, Todd Chapman wrote: > slah001:~/rt-3.3.11 # perl -MDBD::mysql -e1 > slah001:~/rt-3.3.11 # perl -mModule::Refresh -MDBD::mysql -e1 > slah001:~/rt-3.3.11 # perl -mModule::Refresh -e'use DBD::mysql' > slah001:~/rt-3.3.11 # > > But why is this happening? > > slah001:~/rt-3.3.11 # make testdeps | grep MISS > Test::WWW::Mechanize ...MISSING > Module::Refresh 0.03...MISSING > make: *** [testdeps] Segmentation fault > > slah001:~/rt-3.3.11 # /usr/local/bin/perl -MCPAN -e 'install Module::Refresh' > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Tue, 16 Nov 2004 11:09:27 GMT > Module::Refresh is up to date. > > slah001:~/rt-3.3.11 # grep VERSION /usr//local/lib/perl5/site_perl/5.8.3/Module/Refresh.pm > use vars qw( $VERSION %CACHE ); > $VERSION = "0.04"; > > slah001:~/rt-3.3.11 # perl -MModule::Refresh -e 'print $Module::Refresh::VERSION' > slah001:~/rt-3.3.11 # > > > On Tue, Nov 16, 2004 at 01:55:47PM -0500, Jesse Vincent wrote: > > > > > > > > On Tue, Nov 16, 2004 at 01:15:30PM -0500, Todd Chapman wrote: > > > Strangeness. RT seems to be working anyway... > > > > Er, sorry. DBD::mysql > > > -- From rt at chaka.net Tue Nov 16 14:43:23 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Nov 2004 14:43:23 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041116200040.GH28077@pallas.eruditorum.org> References: <20041116175651.GO8403@chaka.net> <20041116175852.GP8403@chaka.net> <20041116184018.GE28077@pallas.eruditorum.org> <20041116181530.GQ8403@chaka.net> <20041116185547.GF28077@pallas.eruditorum.org> <20041116182341.GR8403@chaka.net> <20041116200040.GH28077@pallas.eruditorum.org> Message-ID: <20041116194323.GA12692@chaka.net> No. Removing module::refresh allows it to run successfully. -Todd On Tue, Nov 16, 2004 at 03:00:41PM -0500, Jesse Vincent wrote: > > If you remove module::refresh from RT's testdeps script, does it still > segfault? > > On Tue, Nov 16, 2004 at 01:23:41PM -0500, Todd Chapman wrote: > > slah001:~/rt-3.3.11 # perl -MDBD::mysql -e1 > > slah001:~/rt-3.3.11 # perl -mModule::Refresh -MDBD::mysql -e1 > > slah001:~/rt-3.3.11 # perl -mModule::Refresh -e'use DBD::mysql' > > slah001:~/rt-3.3.11 # > > > > But why is this happening? > > > > slah001:~/rt-3.3.11 # make testdeps | grep MISS > > Test::WWW::Mechanize ...MISSING > > Module::Refresh 0.03...MISSING > > make: *** [testdeps] Segmentation fault > > > > slah001:~/rt-3.3.11 # /usr/local/bin/perl -MCPAN -e 'install Module::Refresh' > > CPAN: Storable loaded ok > > Going to read /root/.cpan/Metadata > > Database was generated on Tue, 16 Nov 2004 11:09:27 GMT > > Module::Refresh is up to date. > > > > slah001:~/rt-3.3.11 # grep VERSION /usr//local/lib/perl5/site_perl/5.8.3/Module/Refresh.pm > > use vars qw( $VERSION %CACHE ); > > $VERSION = "0.04"; > > > > slah001:~/rt-3.3.11 # perl -MModule::Refresh -e 'print $Module::Refresh::VERSION' > > slah001:~/rt-3.3.11 # > > > > > > On Tue, Nov 16, 2004 at 01:55:47PM -0500, Jesse Vincent wrote: > > > > > > > > > > > > On Tue, Nov 16, 2004 at 01:15:30PM -0500, Todd Chapman wrote: > > > > Strangeness. RT seems to be working anyway... > > > > > > Er, sorry. DBD::mysql > > > > > > > -- From bsegal at DECARIE.COM Tue Nov 16 15:32:06 2004 From: bsegal at DECARIE.COM (Bruce Segal) Date: Tue, 16 Nov 2004 15:32:06 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault Message-ID: change Module::Refresh 0.03 to Module::Refresh -> no segfault (freebsd 4.10) ... Test::WWW::Mechanize ...found Module::Refresh ...found MYSQL dependencies: DBD::mysql 2.1018...found From Kris.Boutilier at scrd.bc.ca Tue Nov 16 16:06:16 2004 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Tue, 16 Nov 2004 13:06:16 -0800 Subject: [rt-users] 'Bounty' model for small development tasks on RT? Message-ID: <1174450A1968D111AAAF00805FC162AE01207456@deep_thought.secure.scrd.bc.ca> Other than Best Practical, I sense that there are people who are willing to do for-fee development on RT. Where do such people congregate and, if they congregate here, is the 'feature bounty' method considered an accepted practice for work on RT? Kris Boutilier Information Systems Coordinator Sunshine Coast Regional District From jesse at bestpractical.com Tue Nov 16 23:17:03 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 16 Nov 2004 23:17:03 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: References: Message-ID: <20041117041703.GO28077@pallas.eruditorum.org> Module Refresh 0.05, now on CPAN should fix this issue. On Tue, Nov 16, 2004 at 03:32:06PM -0500, Bruce Segal wrote: > change Module::Refresh 0.03 to Module::Refresh -> no segfault (freebsd 4.10) > > ... > Test::WWW::Mechanize ...found > Module::Refresh ...found > MYSQL dependencies: > DBD::mysql 2.1018...found > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From Ruslan.Zakirov at acronis.com Wed Nov 17 02:40:10 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 17 Nov 2004 10:40:10 +0300 Subject: [rt-users] Missing configuration section without SuperUser rights In-Reply-To: <1100631928.10476.163.camel@konvicka.austin.ibm.com> References: <1100631928.10476.163.camel@konvicka.austin.ibm.com> Message-ID: <419B005A.4020508@acronis.com> Julie Konvicka wrote: > Hi, > > I'm running RT 3.0.11 on RHEL3 and am attempting to grant a group the > rights to manage custom fields, templates and scrips for only one queue > in RT. When I give this group the 'AdminCustomFields' right, the > Configuration link doesn't show up. Without the Configuration section, I > can see no other way to create or modify custom fields. I think you've used customization from: http://wiki.bestpractical.com/?HideConfigurationTab or something similar > > If I grant SuperUser rights to a user in the Global section, they can > see the Configuration link; however, I do not wish to give SuperUser > access to the users in this group. > > Has anyone run into this problem? Any pointers would be greatly > appreciated. > > Thanks, > > Julie Konvicka > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Wed Nov 17 02:42:06 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 17 Nov 2004 10:42:06 +0300 Subject: [rt-users] Perl error when clicking on preferences In-Reply-To: <000c01c4cc11$0fbc5e50$e0df010a@graphix> References: <000c01c4cc11$0fbc5e50$e0df010a@graphix> Message-ID: <419B00CE.3050709@acronis.com> Joe Hause wrote: > I keep getting: Run rt-test-depenedencies script and it will show you missing modules. It can install all missing modules too. > > Error during compilation of /opt/rt3/share/html/Elements/SelectLang: > Can't locate I18N/LangTags/List.pm in @INC (@INC contains: > /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.0/i486-linux > /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i486-linux > /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.0/i486-linux /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/Elements/SelectLang line 45. > > Does anyone know the name of the perl module, hopefully installable with > CPAN? > > Thanks for any help, much appreciated! > > ------------------------------------------------------------- > Joseph Hause Continental Visinet Broadband > jhause at visi.net http://www.visi.net > Network Operations 757-873-4500/888-323-4500 > ------------------------------------------------------------- > ############################################################# > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cmap_sec at yahoo.co.uk Wed Nov 17 09:08:49 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Wed, 17 Nov 2004 14:08:49 +0000 (GMT) Subject: [rt-users] rt fetchmail and exchange Message-ID: <20041117140849.37900.qmail@web25703.mail.ukl.yahoo.com> hi as our mail is controlled with exchange 2000 i had to use it as a relay host for outgoing mail and now i'm trying to configure fetchmail for the incoming mail. I've read some info and have - rt user with .fetchmailrc of poll exchangeserver proto pop3: username rt password ***** mda "/usr/bin/perl /usr/local/rt3/bin/rt-mailgate --url http://servername --queue general --action correspond" poll exchangeserver proto pop3: username rt password ****** mda "/usr/bin/perl /usr/local/rt3/bin/rt-mailgate --url http://servername --queue general --action comment" and i run fetchmail and get - fetchmail: 6.2.5 querying exchangeserver (protocol POP3) at Wed 17 Nov 2004 13:45:23 GMT: poll started fetchmail: fetchmail: getaddrinfo(exchangeserver.pop3) fetchmail: 6.2.5 querying exchangeserver (protocol POP3) at Wed 17 Nov 2004 13:45:23 GMT: poll completed fetchmail: Query status=2 (SOCKET) fetchmail: 6.2.5 querying exchangeserver (protocol POP3) at Wed 17 Nov 2004 13:45:23 GMT: poll started fetchmail: fetchmail: getaddrinfo(exchangeserver.pop3) fetchmail: 6.2.5 querying exchangeserver (protocol POP3) at Wed 17 Nov 2004 13:45:23 GMT: poll completed fetchmail: Query status=2 (SOCKET) fetchmail: normal termination, status 2 i've tried picking mail up outwith rt with - fetchmail exchangeserver -v -k -p pop3 -u rt but it fails the same. (user on exchange is rt and user in unix is rt) i've swapped in and out /etc/aliases of - rt: "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://servername" rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action comment --url http://servername/" i have rt at domain as the default address in RTSiteConfig.pm Anybody help ? this is v.complicated it seems for what is something that shouldn't be...i'm obv. missing something. Elaine ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From paul.williams at uwex.edu Wed Nov 17 10:03:32 2004 From: paul.williams at uwex.edu (Paul Williams) Date: Wed, 17 Nov 2004 09:03:32 -0600 Subject: [rt-users] How to list unprivileged users? Message-ID: <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> We have Request Tracker 3.2.2 installed on Redhat Linux AS 2.1 I think I don't understand the best way to handle new users that the system automatically creates. I finally realized that when a user who does not have an account on the system makes a request it does indeed create an account. It just doesn't normally display when you click on Users. When I click on Users I see a list of privileged users. The only way I discovered the added user was when I clicked on Include disabled users in search in the Users page. Then it lists all users mixed together in the same list. When I then click on that user, I can grant privileges to that user, and give them a password but it then mixes it in with the other privileged users. Is there a way to just list users who are disabled? Is there a way to list users who are more external to the system and not internal? For example, the default is to see a list of privileged users. Are there other kinds of lists of users, such as unprivileged, etc? If you assign a password to a user, is there a way to automatically send them the username and password (I'm assuming that the users email address is the username)? paulw From malcolm.sommerville at buildstore.co.uk Wed Nov 17 09:43:54 2004 From: malcolm.sommerville at buildstore.co.uk (malcolm.sommerville at buildstore.co.uk) Date: Wed, 17 Nov 2004 14:43:54 +0000 Subject: [rt-users] Default Passwords for the unprivileged? Message-ID: Hi, I'm trying to set up RT(3.2.2) so as our users can monitor/create tickets using SelfService - what I was wondering is: Is it possible to configure RT such that when it creates an unprivileged user from an email, to assign it a default password? I can't find anything in the Wiki and would appreciate any help. Thanks, Malcolm -- Malcolm Sommerville IT Manager mailto:malcolm.sommerville(at)buildstore.co.uk ================> ************************ Buildstore Unit 1, Kingsthorne Park, Houstoun Industrial Estate, Livingston, EH54 5DB E enquiries at buildstore.co.uk W www.buildstore.co.uk From Ruslan.Zakirov at acronis.com Wed Nov 17 10:19:47 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 17 Nov 2004 18:19:47 +0300 Subject: [rt-users] Default Passwords for the unprivileged? In-Reply-To: References: Message-ID: <419B6C13.1030808@acronis.com> malcolm.sommerville at buildstore.co.uk wrote: > Hi, > > I'm trying to set up RT(3.2.2) so as our users can monitor/create tickets > using SelfService - what I was wondering is: > > Is it possible to configure RT such that when it creates an unprivileged > user from an email, to assign it a default password? http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword > > I can't find anything in the Wiki and would appreciate any help. > > Thanks, > > Malcolm From jesse at bestpractical.com Wed Nov 17 10:28:19 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Nov 2004 10:28:19 -0500 Subject: [rt-users] RT 3.3 Custom Field question In-Reply-To: <20041116183633.GS8403@chaka.net> References: <20041116183633.GS8403@chaka.net> Message-ID: <20041117152819.GT28077@pallas.eruditorum.org> On Tue, Nov 16, 2004 at 01:36:33PM -0500, Todd Chapman wrote: > Looking at permissions for custom fields, I see two permissions: > > 1. AdminCustomField (change custom field values, type, etc.) > 2. SeeCustomField (Allows the user to see AND change the CF value) > > Whis is SeeCustomField not read-only and why isn't there an > EditCustomField permission? "EditCustomField" isn't the right words, but yes. this is an oversight and will be corrected today. > Thanks. > > -Todd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From cmap_sec at yahoo.co.uk Wed Nov 17 10:38:12 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Wed, 17 Nov 2004 15:38:12 +0000 (GMT) Subject: [rt-users] rt, fetchmail and exchange Message-ID: <20041117153812.54059.qmail@web25706.mail.ukl.yahoo.com> i think its something with my fetchmail permissions but i don't know where as i can pick up mail as root... Elaine ___________________________________________________________ Win a castle for NYE with your mates and Yahoo! Messenger http://uk.messenger.yahoo.com From dag at sonsorol.org Wed Nov 17 11:00:24 2004 From: dag at sonsorol.org (Chris Dagdigian) Date: Wed, 17 Nov 2004 11:00:24 -0500 Subject: [rt-users] pointers on displaying RequestorEmail in 'MyTickets' and 'MyRequests' ? Message-ID: <419B7598.8060509@sonsorol.org> Hello, Thanks to the list archives and the wiki I was able to display my customfield in the "At a glance" summary page. I'm using RT 3.2.2. My next desire is to show the requestor email address in the same MyTickets and MyRequests summary page. No luck with google and some wiki browsing on this one. I understand the "Form =>" line now in MyTickets but I can't quite figure out the process for getting at the "requestor email address" for each of the tickets so I can insert it into the display table. Any pointers, tips or howto's appreciated! Regards, Chris From cartera at lei.net.au Wed Nov 17 11:17:50 2004 From: cartera at lei.net.au (Adrian Carter) Date: Thu, 18 Nov 2004 03:17:50 +1100 Subject: [rt-users] Altering ticket id # - Help! Message-ID: <419B79AE.105@lei.net.au> I've rebuilt our RT onto a new platform with better queues etc.. but I want to reset the Ticket Id to be something like 10000+ so it doesn't clash with old-rt tickets. Can someone point me in the right direction? im checking the Wiki stuff now, but can't find anything. Thanks! -- Adrian Carter Network Engineer Leading Edge Internet Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From bshaw at corefa.com Wed Nov 17 12:21:33 2004 From: bshaw at corefa.com (Betty Shaw) Date: Wed, 17 Nov 2004 12:21:33 -0500 Subject: [rt-users] Question about length of subject line in RT email Message-ID: <419B889D.3080704@corefa.com> Hi, Got a question with regards to sending out email via RT. We have been using RT v 3.0.11 for while and just come across a problem where a new ticket was created, but no email was sent out. After a bit of research, we suspected the email subject line maybe too long and we have the following error in the syslog. Nov 16 14:52:19 s10 RT: error: couldn't parse head; error near: , csubmit.419a3e3883d.session (/opt/rt3/lib/RT/Template_Overlay.pm:341) Nov 16 14:52:19 s10 RT: RT::Scrip=HASH(0xa2a7294): Couldn't prepare Notify Requestors, Ccs and AdminCcs (/opt/rt3/lib/RT/Scrip_Overlay.pm:346) So just want to get this out to see if anyone know there is a maximum number of characters we can have for the subject field. Cheers, Betty From erikerik at gmail.com Wed Nov 17 12:43:58 2004 From: erikerik at gmail.com (Erik Anderson) Date: Wed, 17 Nov 2004 11:43:58 -0600 Subject: [rt-users] Data Queries grayed out? Message-ID: What does it mean when all of the Data queries under a certain device are grayed out? See this screenshot: http://andersonfam.org/misc/cacti.png Thanks! -Erik From erikerik at gmail.com Wed Nov 17 12:44:34 2004 From: erikerik at gmail.com (Erik Anderson) Date: Wed, 17 Nov 2004 11:44:34 -0600 Subject: [rt-users] Re: Data Queries grayed out? In-Reply-To: References: Message-ID: On Wed, 17 Nov 2004 11:43:58 -0600, Erik Anderson wrote: > What does it mean when all of the Data queries under a certain device > are grayed out? Sorry about that....wrong mailing list! -Erik From seph at directionless.org Wed Nov 17 13:07:26 2004 From: seph at directionless.org (seph) Date: Wed, 17 Nov 2004 13:07:26 -0500 Subject: [rt-users] Re: How to list unprivileged users? In-Reply-To: <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> (Paul Williams's message of "Wed, 17 Nov 2004 09:03:32 -0600") References: <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> Message-ID: > If you assign a password to a user, is there a way to automatically > send them the username and password (I'm assuming that the > users email address is the username)? I've seen a contrib scrip that will set passwords and send email upon creation. Perhaps you want to look at that? seph From seph at directionless.org Wed Nov 17 13:12:48 2004 From: seph at directionless.org (seph) Date: Wed, 17 Nov 2004 13:12:48 -0500 Subject: [rt-users] Re: Altering ticket id # - Help! In-Reply-To: <419B79AE.105@lei.net.au> (Adrian Carter's message of "Thu, 18 Nov 2004 03:17:50 +1100") References: <419B79AE.105@lei.net.au> Message-ID: > I've rebuilt our RT onto a new platform with better queues etc.. but I > want to reset the Ticket Id to be something like 10000+ so it doesn't > clash with old-rt tickets. The ticket numbers comes from the incrementing sequence in the database. Instructions on changing it was once sent to the list, but I don't have a pointer handy. (It shouldn't be that hard if you have sufficient SQL knowledge) seph From jesse at bestpractical.com Wed Nov 17 13:45:19 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Nov 2004 13:45:19 -0500 Subject: [rt-users] 'Bounty' model for small development tasks on RT? In-Reply-To: <1174450A1968D111AAAF00805FC162AE01207456@deep_thought.secure.scrd.bc.ca> References: <1174450A1968D111AAAF00805FC162AE01207456@deep_thought.secure.scrd.bc.ca> Message-ID: <20041117184519.GU28077@pallas.eruditorum.org> On Tue, Nov 16, 2004 at 01:06:16PM -0800, Kris Boutilier wrote: > Other than Best Practical, I sense that there are people who are willing to > do for-fee development on RT. Where do such people congregate and, if they > congregate here, is the 'feature bounty' method considered an accepted > practice for work on RT? Kris, The RT mailing lists aren't really a commercial place. We (Best Practical) try fairly hard not to "push" our services on the mailing lists and users don't generally solicit RT-related consulting services here. That said, Best Practical is available for any RT-related development work you need. To get in touch with us about quoting a particular bit of work, email us at sales at bestpractical.com. It's my understanding that outside developers doing perl work (RT or otherwise) are most often paid hourly as consultants, rather than a flat fee for a 'feature'. If, for some reason, you're not interested in working with us to do work for you, I've heard that folks have had good luck with jobs.perl.org for recruiting perl hackers. Best, Jesse Vincent President Best Practical Solutions > Kris Boutilier > Information Systems Coordinator > Sunshine Coast Regional District > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From paul.williams at uwex.edu Wed Nov 17 14:00:51 2004 From: paul.williams at uwex.edu (Paul Williams) Date: Wed, 17 Nov 2004 13:00:51 -0600 Subject: [rt-users] Re: How to list unprivileged users? In-Reply-To: References: <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> Message-ID: <5.2.1.1.2.20041117125848.00b86c48@imap.uwex.edu> At 01:07 PM 11/17/2004 -0500, seph wrote: > > If you assign a password to a user, is there a way to automatically > > send them the username and password (I'm assuming that the > > users email address is the username)? > >I've seen a contrib scrip that will set passwords and send email upon >creation. Perhaps you want to look at that? > >seph Yes, I would be interested. Do you have a url so I can check it out? Thanks, paulw From ruediger.riediger at Sun.COM Wed Nov 17 14:40:16 2004 From: ruediger.riediger at Sun.COM (Ruediger Riediger) Date: Wed, 17 Nov 2004 20:40:16 +0100 Subject: [rt-users] How to enumerate users Message-ID: <419BA920.9090001@sun.com> Hello, we want to enumerate (regularly) all users existing in RT3.0.12 to refresh the information (work phone, address, etc) from an LDAP server. Obviously, a "/opt/rt3/bin/rt show user/1-9999" would do, but it would be very resource intensive %-) Is there a way to pull all users, one at a time? The check on new data and update from the LDAP is not an issue here... just getting the user list. We currently look at a RT::CLI solution. Possibly a rt-crontool would do as well (if someone has an idea). Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message 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 email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From cartera at lei.net.au Wed Nov 17 17:49:51 2004 From: cartera at lei.net.au (Adrian Carter) Date: Thu, 18 Nov 2004 09:49:51 +1100 Subject: [rt-users] Re: Altering/Resetting ticket id # - Help! In-Reply-To: References: <419B79AE.105@lei.net.au> Message-ID: <419BD58F.6070501@lei.net.au> Thanks Seph, I figured it was something like this.. but I've tried altering the "Tickets" table and "Transactions" to reflect a ticket number of say 10000, thinking the next one would be 10001. Doesn't work :( . Next ticket goes back to next in the sequence.. The tickets all work once doctored up to 10000, but new tickets go back to 5,6,7 etc. Im pretty good with SQL but this ones got me scratchin my head. Guess Illl have to go debug the CreateTicket function. Adrian seph wrote: >>I've rebuilt our RT onto a new platform with better queues etc.. but I >>want to reset the Ticket Id to be something like 10000+ so it doesn't >>clash with old-rt tickets. >> >> > >The ticket numbers comes from the incrementing sequence in the >database. Instructions on changing it was once sent to the list, but I >don't have a pointer handy. (It shouldn't be that hard if you have >sufficient SQL knowledge) > >seph >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- Adrian Carter Network Engineer Leading Edge Internet Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From niels=rt at bakker.net Wed Nov 17 21:12:39 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Thu, 18 Nov 2004 03:12:39 +0100 Subject: [rt-users] Altering ticket id # In-Reply-To: <419B79AE.105@lei.net.au> References: <419B79AE.105@lei.net.au> Message-ID: <20041118021239.GZ16397@snowcrash.tpb.net> * cartera at lei.net.au (Adrian Carter) [Wed 17 Nov 2004, 17:18 CET]: > I've rebuilt our RT onto a new platform with better queues etc.. but I > want to reset the Ticket Id to be something like 10000+ so it doesn't > clash with old-rt tickets. > > Can someone point me in the right direction? im checking the Wiki stuff > now, but can't find anything. What database do you use? For PostgreSQL, connect to the RT database and issue this a few gazillion times: select nextval ('tickets_id_seq'); For MySQL, you can set the sequence number to arbitrary values; I've only used phpMyAdmin to do so. -- Niels. -- From cartera at lei.net.au Wed Nov 17 21:51:26 2004 From: cartera at lei.net.au (Adrian Carter) Date: Thu, 18 Nov 2004 13:51:26 +1100 Subject: [rt-users] Altering ticket id # In-Reply-To: <20041118021239.GZ16397@snowcrash.tpb.net> References: <419B79AE.105@lei.net.au> <20041118021239.GZ16397@snowcrash.tpb.net> Message-ID: <419C0E2E.5020309@lei.net.au> Got it all solved - You need to add an entry via an insert not just update an existing one. Adding one with the new seed ticket and then deleting it changed the id to 10001. Thanks! Niels Bakker wrote: >* cartera at lei.net.au (Adrian Carter) [Wed 17 Nov 2004, 17:18 CET]: > > >>I've rebuilt our RT onto a new platform with better queues etc.. but I >>want to reset the Ticket Id to be something like 10000+ so it doesn't >>clash with old-rt tickets. >> >>Can someone point me in the right direction? im checking the Wiki stuff >>now, but can't find anything. >> >> > >What database do you use? > >For PostgreSQL, connect to the RT database and issue this a few >gazillion times: > > select nextval ('tickets_id_seq'); > >For MySQL, you can set the sequence number to arbitrary values; I've >only used phpMyAdmin to do so. > > > -- Niels. > > > -- Adrian Carter Network Engineer Leading Edge Internet Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From rs at plusw.de Thu Nov 18 02:04:01 2004 From: rs at plusw.de (Rolf Schaufelberger) Date: Thu, 18 Nov 2004 08:04:01 +0100 Subject: [rt-users] RT3.3 Custom Field bug ? Message-ID: <200411180804.01153.rs@plusw.de> I-ve upgraded to 3.3.10 (from 3.2.2). I-ve created a new CustomField, assigned it to Users and selected a User Then I changed the type to "select multiple values" clicked submit got the input fields for the first value, but in the type field "Enter multiple values" appeard. Changed this again to "Select...", filled in the value fileds and clicked on submit. Then I got the message: CustomField 3: TypeComposite: That is already the current value It seems, like only "Enter multiple values is accepted". Another Question: Why is there no "Enter one value" or "select one value" ? Any reason? -- Rolf Schaufelberger ------------------------------------------------------------------- plusW Dipl. Ing. Rolf Schaufelberger Tel. 07183/ 30 54 54 Stuttgarter Str. 26 E-Mail: rs at plusw.de 73635 Rudersberg From m_germann at bluemail.ch Thu Nov 18 04:58:50 2004 From: m_germann at bluemail.ch (m_germann at bluemail.ch) Date: Thu, 18 Nov 2004 10:58:50 +0100 Subject: [rt-users] RT 3.2.2 and Oracle Message-ID: <412EB75E0027777F@mssazhh-int.msg.bluewin.ch> Hi I'm trying to run RT 3.2.2 on Solaris 8 with Oracle. I was able to initialize the database, and login as root. When I try to setup a new user, I get the following error in the logs: stderr: DBD::Oracle::st execute failed: ORA-12704: character set mismatch (DBD ERROR: error possibly near <*> indicator at char 394 in 'INSERT INTO Users (NickName, Comments, Address2, WebEncoding, FreeformContactInfo, City, RealName, AuthSystem, State, EmailEncoding, EmailAddress, Password, Signature, MobilePhone, WorkPhone, Zip, id, ExternalContactInfoId, LastUpdated, PagerPhone, Organization, ContactInfoSystem, Lang, Creator, Gecos, HomePhone, LastUpdatedBy, Country, Address1, Created, Name, ExternalAuthId) VALUES... The same thing happens when replying to a ticket: stderr: DBD::Oracle::st execute failed: ORA-12704: character set mismatch (DBD ERROR: error possibly near <*> indicator at char 171 in 'INSERT INTO Attachments (ContentType, Parent, id, Subject, Filename, Headers, Creator, Created, Content, ContentEncoding, TransactionId) VALUES... Oracle uses character set WE8ISO8859P1, tried to change NLS_LANG without success. Any ideas? Thanks, Martin From Ruslan.Zakirov at acronis.com Thu Nov 18 06:14:40 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 18 Nov 2004 14:14:40 +0300 Subject: [rt-users] Re: How to list unprivileged users? In-Reply-To: <5.2.1.1.2.20041117125848.00b86c48@imap.uwex.edu> References: <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> <5.2.1.1.2.20041117125848.00b86c48@imap.uwex.edu> Message-ID: <419C8420.2000607@acronis.com> Paul Williams wrote: > At 01:07 PM 11/17/2004 -0500, seph wrote: > >> > If you assign a password to a user, is there a way to automatically >> > send them the username and password (I'm assuming that the >> > users email address is the username)? >> >> I've seen a contrib scrip that will set passwords and send email upon >> creation. Perhaps you want to look at that? >> >> seph > > > Yes, I would be interested. > Do you have a url so I can check it out? http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword > > Thanks, > > paulw > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Nov 18 06:25:53 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 18 Nov 2004 14:25:53 +0300 Subject: [rt-users] Altering ticket id # In-Reply-To: <419C0E2E.5020309@lei.net.au> References: <419B79AE.105@lei.net.au> <20041118021239.GZ16397@snowcrash.tpb.net> <419C0E2E.5020309@lei.net.au> Message-ID: <419C86C1.5050401@acronis.com> For MySQL > ALTER TABLE tbl_name AUTO_INCREMENT = value; is right thing to do. Regards. Ruslan. Adrian Carter wrote: > Got it all solved - You need to add an entry via an insert not just > update an existing one. > > Adding one with the new seed ticket and then deleting it changed the id > to 10001. > > Thanks! > > Niels Bakker wrote: > >> * cartera at lei.net.au (Adrian Carter) [Wed 17 Nov 2004, 17:18 CET]: >> >> >>> I've rebuilt our RT onto a new platform with better queues etc.. but I >>> want to reset the Ticket Id to be something like 10000+ so it doesn't >>> clash with old-rt tickets. >>> >>> Can someone point me in the right direction? im checking the Wiki stuff >>> now, but can't find anything. >>> >> >> >> What database do you use? >> >> For PostgreSQL, connect to the RT database and issue this a few >> gazillion times: >> >> select nextval ('tickets_id_seq'); >> >> For MySQL, you can set the sequence number to arbitrary values; I've >> only used phpMyAdmin to do so. >> >> >> -- Niels. >> >> >> > From Ruslan.Zakirov at acronis.com Thu Nov 18 06:40:18 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 18 Nov 2004 14:40:18 +0300 Subject: [rt-users] How to enumerate users In-Reply-To: <419BA920.9090001@sun.com> References: <419BA920.9090001@sun.com> Message-ID: <419C8A22.80209@acronis.com> Ruediger Riediger wrote: > Hello, > > we want to enumerate (regularly) all users existing in RT3.0.12 to > refresh the information (work phone, address, etc) from an LDAP server. > Obviously, a "/opt/rt3/bin/rt show user/1-9999" would do, but it would > be very resource intensive %-) > > Is there a way to pull all users, one at a time? As far as I understand your task, then you don't want to pull info from RT. You require CLI that allow you update users info. And script that fetches info from LDAP and execute script that updates user record. Small example that updates user info: ... use RT::User; my $u_obj = RT::User->new( $RT::SystemUser ); $u_obj->Load( 'foo at example.com' ); die "No user" unless( $u_obj->id ); $u_obj->Set( Field => 'RealName', Value => 'Foo Z. Bar' ); ... > The check on new data and update from the LDAP is not an issue here... > just getting the user list. We currently look at a RT::CLI solution. > Possibly a rt-crontool would do as well (if someone has an idea). > > Best regards, > > Ruediger Riediger > From ruediger.riediger at sun.com Thu Nov 18 07:37:39 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Thu, 18 Nov 2004 13:37:39 +0100 Subject: [rt-users] mailgate throws up on empty message? Message-ID: <419C9793.7060307@sun.com> Hello RT gurus, this happened on RT3.0.12 - any idea what might have caused this? procmail: Executing "rt-mailgate,--queue,Incident Reports,--action,correspond,--url,https://localhost/rt3/" RT server error. The RT server which handled your email did not behave as expected. It said: [...] no value sent for required parameter 'message' Trace begun at /var/opt/rt3/mason_data/obj/standard/REST/1.0/NoAuth/mail-gateway line 22 HTML::Mason::Commands::__ANON__ at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1e6d784)') called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x2016e88)') called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x2016e88)') called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xd51298)', 'Apache=SCALAR(0x21c62cc)') called at /opt/rt3/bin/webmux.pl line 138 eval {...} at /opt/rt3/bin/webmux.pl line 138 RT::Mason::handler('Apache=SCALAR(0x21c62cc)') called at /dev/null line 0 eval {...} at /dev/null line 0 The file /var/opt/rt3/mason_data/obj/standard/REST/1.0/NoAuth/mail-gateway is attached. As far as I understand, the message should have been empty (nothing from <>). Well, it was not - so what went wrong? Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message 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 email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: mail-gateway URL: From jesse at bestpractical.com Thu Nov 18 10:07:06 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 Nov 2004 10:07:06 -0500 Subject: [rt-users] RT 3.2.2 and Oracle In-Reply-To: <412EB75E0027777F@mssazhh-int.msg.bluewin.ch> References: <412EB75E0027777F@mssazhh-int.msg.bluewin.ch> Message-ID: <20041118150706.GA28077@pallas.eruditorum.org> On Thu, Nov 18, 2004 at 10:58:50AM +0100, m_germann at bluemail.ch wrote: > Hi > I'm trying to run RT 3.2.2 on Solaris 8 with Oracle. Which Oracle? > Oracle uses character set WE8ISO8859P1, tried to change NLS_LANG without > success. You should be creating a UTF8 database for RT. > Any ideas? > > Thanks, > Martin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From ruediger.riediger at sun.com Thu Nov 18 10:10:59 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Thu, 18 Nov 2004 16:10:59 +0100 Subject: [rt-users] How to enumerate users In-Reply-To: <419C8A22.80209@acronis.com> References: <419BA920.9090001@sun.com> <419C8A22.80209@acronis.com> Message-ID: <419CBB83.1010604@sun.com> Ruslan U. Zakirov wrote: >> we want to enumerate (regularly) all users existing in RT3.0.12 to >> refresh the information (work phone, address, etc) from an LDAP server. >> Obviously, a "/opt/rt3/bin/rt show user/1-9999" would do, but it would >> be very resource intensive %-) >> >> Is there a way to pull all users, one at a time? > > As far as I understand your task, then you don't want to pull info from RT. > You require CLI that allow you update users info. And script that > fetches info from LDAP and execute script that updates user record. > > Small example that updates user info: > > ... > use RT::User; > my $u_obj = RT::User->new( $RT::SystemUser ); > $u_obj->Load( 'foo at example.com' ); > die "No user" unless( $u_obj->id ); > > $u_obj->Set( Field => 'RealName', Value => 'Foo Z. Bar' ); > ... Close to it. How do we know which users to load? We do not want to go over all what is in LDAP but rather each user in RT, like for ($i=1; $i++; ...) { $u_obj->Load( $i ); next unless ($u_obj->id) } The problem is: how to run through all users while skipping the gaps. And as there are gaps, when to stop? Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message 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 email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From ccahill at irp.com Thu Nov 18 10:20:27 2004 From: ccahill at irp.com (Chris Cahill) Date: Thu, 18 Nov 2004 10:20:27 -0500 Subject: [rt-users] Adding custom status fields - failed Message-ID: <608E1DD1-3975-11D9-A4AE-0003939D3296@irp.com> Hello, I searched through the old archives as suggested and found a message from May 20, 2004. It said to create a file in /opt/rt3/local/lib/RT/ called Queue_Local.pm with the following content: # Queue_Local.pm @ACTIVE_STATUS =3D qw(new open stalled onhold intesting); @INACTIVE_STATUS =3D qw(resolved rejected deleted); @STATUS =3D (@ACTIVE_STATUS, @INACTIVE_STATUS); 1; # the file needs to end with this I added it, and when I restarted the web server (Apache on SuSe 8.0), it complained about the "3D"s, so I removed them, restarted again, and everything compiled fine. Problem is, the statuses I added do not show up once I relogin to RT. Any idea what this issue(s) is/are? Again, I'm running RT 3.0.4 -Chris. --- [This E-mail was scanned for viruses by Declude Virus Detection Software [mail.irpweb.net]] From rt at chaka.net Thu Nov 18 09:44:35 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 18 Nov 2004 09:44:35 -0500 Subject: [rt-users] Adding custom status fields - failed In-Reply-To: <608E1DD1-3975-11D9-A4AE-0003939D3296@irp.com> References: <608E1DD1-3975-11D9-A4AE-0003939D3296@irp.com> Message-ID: <20041118144435.GG12692@chaka.net> Did you restart your webserver? On Thu, Nov 18, 2004 at 10:20:27AM -0500, Chris Cahill wrote: > Hello, > > I searched through the old archives as suggested and found a message > from May 20, 2004. It said to create a file in /opt/rt3/local/lib/RT/ > called Queue_Local.pm with the following content: > > # Queue_Local.pm > @ACTIVE_STATUS =3D qw(new open stalled onhold intesting); > @INACTIVE_STATUS =3D qw(resolved rejected deleted); > @STATUS =3D (@ACTIVE_STATUS, @INACTIVE_STATUS); > > 1; # the file needs to end with this > > I added it, and when I restarted the web server (Apache on SuSe 8.0), > it complained about the "3D"s, so I removed them, restarted again, and > everything compiled fine. > > Problem is, the statuses I added do not show up once I relogin to RT. > > Any idea what this issue(s) is/are? > > Again, I'm running RT 3.0.4 > > -Chris. > > --- > [This E-mail was scanned for viruses by Declude Virus Detection Software > [mail.irpweb.net]] > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From awahlfeldt at subshell.com Thu Nov 18 10:30:34 2004 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Thu, 18 Nov 2004 16:30:34 +0100 Subject: [rt-users] AW: RT-Users Digest, Vol 8, Issue 43 In-Reply-To: <20041118151941.A754884C07C@pallas.eruditorum.org> Message-ID: <046f01c4cd83$8bf16740$0f00000a@bernoulli> hi chris, > and when I restarted the web server (Apache on SuSe 8.0), might be the culprit. you have to explictly STOP - START apache just a guess. mit freundlichen gruessen aus der margaretenstrasse in hamburg cu andreas __________________________ Andreas Wahlfeldt subshell GmbH Margaretenstra?e 43a 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt(at)subshell.com __________________________ From cmap_sec at yahoo.co.uk Thu Nov 18 09:31:53 2004 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Thu, 18 Nov 2004 14:31:53 +0000 (GMT) Subject: [rt-users] how do users take a ticket ? Message-ID: <20041118143153.35150.qmail@web25709.mail.ukl.yahoo.com> hi I can set up a normal unprivileged user, and i've created a group staff with the following rights ("modify queue rights for the queue general") - commentonticket, createticket, modifyticket, ownticket, replytoticket, seequeue, showoutgoingmail, showticket, showticketcomments, taketicket. I put the user elaine into the group staff. I log a fault as a normal user to the queue general, then as elaine try to take the ticket but get "That user may not own tickets in that queue". the group staff in global rights also has the take and own ticket privileges. how can i set up a user to take tickets ? Elaine ___________________________________________________________ Moving house? Beach bar in Thailand? New Wardrobe? Win ?10k with Yahoo! Mail to make your dream a reality. Get Yahoo! Mail www.yahoo.co.uk/10k From Kris.Boutilier at scrd.bc.ca Thu Nov 18 12:17:06 2004 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Thu, 18 Nov 2004 09:17:06 -0800 Subject: [rt-users] 'Bounty' model for small development tasks on RT? Message-ID: <1174450A1968D111AAAF00805FC162AE0120746A@deep_thought.secure.scrd.bc.ca> > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: November 17, 2004 10:45 AM > To: Kris Boutilier > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] 'Bounty' model for small development tasks on > RT? > > On Tue, Nov 16, 2004 at 01:06:16PM -0800, Kris Boutilier wrote: > > Other than Best Practical, I sense that there are people who are willing to > > do for-fee development on RT. Where do such people congregate and, if they > > congregate here, is the 'feature bounty' method considered an accepted > > practice for work on RT? > > Kris, > > The RT mailing lists aren't really a commercial place. We (Best > Practical) try fairly hard not to "push" our services on the > mailing lists and users don't generally solicit RT-related consulting services here. > That said, Best Practical is available for any RT-related development > work you need. To get in touch with us about quoting a particular bit > of work, email us at sales at bestpractical.com. It's my understanding > that outside developers doing perl work (RT or otherwise) are > most often paid hourly as consultants, rather than a flat fee for a > 'feature'. If, for some reason, you're not interested in working with us to do work > for you, I've heard that folks have had good luck with jobs.perl.org > for recruiting perl hackers. > Ah... I see I should have thought a little bit more before I dashed off that email. I did not intend to imply that we didn't want to deal with (or had any issues whatsoever with) Best Practical. In point of fact I remain very impressed with Best Practical, RT and the community surrounding it. :-) Rather, I was just trying to scope out the development processeses surrounding RT. We've been moving towards integrating various open source products as part of our core operations and a frequent question from upper management about open source products is 'who can support this thing', 'what if they go away - Microsoft isn't about to' and so on. Obviously Best Practical are ready and willing with their support offerings, however our internal discussions have also made mention of bounties, contract development and so on used in GPL'ed products. I was simply trying to scope out the roll, if any, 'bounties' play in the development of RT. Sorry if I raised anyones hackles. Again, certainly not my intention. Kris Boutilier Information Systems Coordinator Sunshine Coast Regional District From ccahill at irp.com Thu Nov 18 12:30:03 2004 From: ccahill at irp.com (Chris Cahill) Date: Thu, 18 Nov 2004 12:30:03 -0500 Subject: [rt-users] Re: AW: RT-Users Digest, Vol 8, Issue 43 In-Reply-To: <046f01c4cd83$8bf16740$0f00000a@bernoulli> References: <046f01c4cd83$8bf16740$0f00000a@bernoulli> Message-ID: <7B3F1FDA-3987-11D9-A4AE-0003939D3296@irp.com> Andreas, That was it. I had to do rcapache start; rcapache start instead of httpd stop; httpd start Thanks! -Chris. On Nov 18, 2004, at 10:30, Andreas Wahlfeldt wrote: > hi chris, > >> and when I restarted the web server (Apache on SuSe 8.0), > > might be the culprit. > you have to explictly STOP - START apache > > just a guess. > > mit freundlichen gruessen aus der margaretenstrasse in hamburg > > cu > andreas > > __________________________ > > Andreas Wahlfeldt > subshell GmbH > Margaretenstra?e 43a > 20357 Hamburg > > t +49.40. 431 362-25 > f +49.40. 431 362-29 > e awahlfeldt(at)subshell.com > __________________________ > > > > --- > [This E-mail was scanned for viruses by Declude Virus Detection > Software [mail.irpweb.net]] > > --- [This E-mail was scanned for viruses by Declude Virus Detection Software [mail.irpweb.net]] From ron.tyro at utoronto.ca Thu Nov 18 12:33:59 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Thu, 18 Nov 2004 12:33:59 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 Message-ID: <419CDD07.7B9D990@utoronto.ca> Hi again. Dell GX260 FreeBSD 4.10 I have finally installed FreeBSD 4.10 onto my test machine. I went to the RT Wiki page, and followed the instructions on how to install RT: cd /usr/ports/www/rt3 sudo make install The result is : rt3-3.0.9 This program only support perl 5.6.1 or above. perl -v reveals that I have: 5.005_03 built for i386-freebsd. I've searched through some of the The RT-Users Archives, but was wondering if anybody would be willing to share what I need to do to get Request Tracker installed with FreeBSD 4.10. That is: 1. What packages should I select during the FreeBSD install which are relevant for Request Tracker 2. What should I do after installing FreeBSD to make Request Tracker install OR direct me to the archive which has the information. Thanks again, Ron -- Scotiabank Information Commmons, University of Toronto From jtaylor at bastyr.edu Thu Nov 18 12:39:11 2004 From: jtaylor at bastyr.edu (Jason Taylor) Date: Thu, 18 Nov 2004 09:39:11 -0800 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 In-Reply-To: <419CDD07.7B9D990@utoronto.ca> References: <419CDD07.7B9D990@utoronto.ca> Message-ID: <419CDE3F.10004@bastyr.edu> As root: cd /usr/ports/lang/perl5.8 make install clean use.perl port You may also want to try the rt32 port vs. the rt3 port. Ron Tyro wrote: >Hi again. > >Dell GX260 >FreeBSD 4.10 > >I have finally installed FreeBSD 4.10 onto my test machine. >I went to the RT Wiki page, and followed the instructions on how to >install RT: > >cd /usr/ports/www/rt3 >sudo make install > >The result is : rt3-3.0.9 This program only support perl 5.6.1 or above. > >perl -v reveals that I have: 5.005_03 built for i386-freebsd. > >I've searched through some of the The RT-Users Archives, but was >wondering if anybody would be willing to share what I need to do to get >Request Tracker installed with FreeBSD 4.10. That is: > >1. What packages should I select during the FreeBSD install which are >relevant for Request Tracker >2. What should I do after installing FreeBSD to make Request Tracker >install > >OR direct me to the archive which has the information. > > >Thanks again, > >Ron > > From lnxdiva at us.ibm.com Thu Nov 18 13:21:01 2004 From: lnxdiva at us.ibm.com (Julie Konvicka) Date: Thu, 18 Nov 2004 12:21:01 -0600 Subject: [rt-users] Missing configuration section without SuperUser rights In-Reply-To: <419B005A.4020508@acronis.com> References: <1100631928.10476.163.camel@konvicka.austin.ibm.com> <419B005A.4020508@acronis.com> Message-ID: <1100802061.10476.1220.camel@konvicka.austin.ibm.com> Aah, as explained in the wiki, I found this in local/Elements/Tabs. Thanks! Julie Konvicka On Wed, 2004-11-17 at 01:40, Ruslan U. Zakirov wrote: > Julie Konvicka wrote: > > Hi, > > > > I'm running RT 3.0.11 on RHEL3 and am attempting to grant a group the > > rights to manage custom fields, templates and scrips for only one queue > > in RT. When I give this group the 'AdminCustomFields' right, the > > Configuration link doesn't show up. Without the Configuration section, I > > can see no other way to create or modify custom fields. > I think you've used customization from: > http://wiki.bestpractical.com/?HideConfigurationTab > or something similar > > > > > If I grant SuperUser rights to a user in the Global section, they can > > see the Configuration link; however, I do not wish to give SuperUser > > access to the users in this group. > > > > Has anyone run into this problem? Any pointers would be greatly > > appreciated. > > > > Thanks, > > > > Julie Konvicka > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From rt at chaka.net Thu Nov 18 13:30:42 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 18 Nov 2004 13:30:42 -0500 Subject: [rt-users] Another RT 3.3 Custom Field question Message-ID: <20041118183042.GI12692@chaka.net> What does the Diabled field mean for ObjectCustomFieldValues? The comment below doesn't mean anything to me... CREATE TABLE ObjectCustomFieldValues ( id INTEGER NOT NULL AUTO_INCREMENT, CustomField int NOT NULL , ObjectType varchar(255) NOT NULL, # Final target of the Object ObjectId int NOT NULL , # New -- Replaces Ticket SortOrder integer NOT NULL DEFAULT 0 , # New -- ordering for multiple values Content varchar(255) NULL , LargeContent LONGTEXT NULL, # New -- to hold 255+ strings ContentType varchar(80) NULL, # New -- only text/* gets searched ContentEncoding varchar(80) NULL , # New -- for binary Content Creator integer NOT NULL DEFAULT 0 , Created DATETIME NULL , LastUpdatedBy integer NOT NULL DEFAULT 0 , LastUpdated DATETIME NULL , Disabled int2 NOT NULL DEFAULT 0 , # New -- whether the value was current PRIMARY KEY (id) ) TYPE=InnoDB; Also, does it indicate that there is an RT bug when both of these records are in the table?: mysql> select * from ObjectCustomFieldValues where ObjectId=517 and Content='123'; +------+----------+-------------+---------+---------+---------------------+---------------+---------------------+------------+--------------+-------------+-----------------+-----------+----------+ | id | ObjectId | CustomField | Content | Creator | Created | LastUpdatedBy | LastUpdated | ObjectType | LargeContent | ContentType | ContentEncoding | SortOrder | Disabled | +------+----------+-------------+---------+---------+---------------------+---------------+---------------------+------------+--------------+-------------+-----------------+-----------+----------+ | 6466 | 517 | 1 | 123 | 71 | 2004-11-16 19:12:16 | 71 | 2004-11-16 19:19:15 | RT::Ticket | NULL | NULL | | 0 | 1 | | 6468 | 517 | 8 | 123 | 71 | 2004-11-16 19:52:34 | 71 | 2004-11-16 19:54:55 | RT::Ticket | NULL | NULL | | 0 | 1 | | 6473 | 517 | 1 | 123 | 71 | 2004-11-16 20:32:14 | 71 | 2004-11-16 20:32:14 | RT::Ticket | NULL | NULL | | 0 | 0 | +------+----------+-------------+---------+---------+---------------------+---------------+---------------------+------------+--------------+-------------+-----------------+-----------+----------+ 3 rows in set (0.00 sec) From forrest at ce.berkeley.edu Thu Nov 18 13:36:06 2004 From: forrest at ce.berkeley.edu (Jon Forrest) Date: Thu, 18 Nov 2004 10:36:06 -0800 Subject: [rt-users] Management View Web Page? In-Reply-To: <419C8A22.80209@acronis.com> References: <419BA920.9090001@sun.com> <419C8A22.80209@acronis.com> Message-ID: <419CEB96.7090600@ce.berkeley.edu> I've been playing around with RT 3.2.2 in preparation for deploying it for a small group. One thing that appears to be lacking (please correct me if I'm wrong) is a RT at a glance management status view web page, on which a support manager could see the X highest priority tickets owned by all the people I manage, along with all the X newest unowned tickets (like the current home page has). Is anyone working on such a thing or does anybody have any thoughts about this? Cordially, Jon Forrest Computer Resources Manager Civil and Environmental Engineering Dept. 205 Davis Hall Univ. of Calif., Berkeley Berkeley, CA 94720-1710 510-642-0904 forrest at ce.berkeley.edu From n7groups at nitro7.com Thu Nov 18 14:28:26 2004 From: n7groups at nitro7.com (N7) Date: Thu, 18 Nov 2004 14:28:26 -0500 Subject: [rt-users] Searching Custom Fields In-Reply-To: <419CDE3F.10004@bastyr.edu> References: <419CDD07.7B9D990@utoronto.ca> <419CDE3F.10004@bastyr.edu> Message-ID: <83685394.20041118142826@nitro7.com> RT V. 3.2.2 I have added some Global Custom Fields, however I can not get the search at the top of RT to search in these fields. I have checked the Wiki and have seen a couple items pertaining to this, but one doesnt seem relevant to this version of RT and the other pertains to Custom Queue Fields making it seem as Globals should just work. Any ideas? Thank you, Clint From t.g.h.skard at usit.uio.no Thu Nov 18 15:18:13 2004 From: t.g.h.skard at usit.uio.no (Torstein Skard) Date: Thu, 18 Nov 2004 21:18:13 +0100 Subject: [rt-users] No greetings Message-ID: Some of our users do not get the auto reply "Greetings, ." when they submit a ticket. In our RT installation some of the queues have replaced former mailing lists. In this case the user submits a ticket to the list, and the RT queue is the only member of the former list. This was done in order to make it possible for the user to go on with the mailing addresses they are used to. Therefore RT gets new tickets from the user via a mailing list, and in these cases the user gets no RT ticket created message. Why? The problem is not that the auto reply is sent to the wrong place. Looking at the thickets history clearly shows that no RT ticket created message was ever generated. If a ticket is mailed directly to the list, the user gets the Greetings. Torstein Skard University of Oslo, Norway From rt at chaka.net Thu Nov 18 14:43:56 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 18 Nov 2004 14:43:56 -0500 Subject: [rt-users] No greetings In-Reply-To: References: Message-ID: <20041118194356.GJ12692@chaka.net> The e-mail from the mailing list is probably marked as having Precendence 'bulk' and RT squelches the reply. Change the config of your mailing list or customize the subroutine Interface/Email.pm -> CheckForAutoGenerated(). -Todd On Thu, Nov 18, 2004 at 09:18:13PM +0100, Torstein Skard wrote: > Some of our users do not get the auto reply "Greetings, ." when they submit > a ticket. In our RT installation some of the queues have replaced former > mailing lists. In this case the user submits a ticket to the list, and the > RT queue is the only member of the former list. This was done in order to > make it possible for the user to go on with the mailing addresses they are > used to. Therefore RT gets new tickets from the user via a mailing list, and > in these cases the user gets no RT ticket created message. Why? The problem > is not that the auto reply is sent to the wrong place. Looking at the > thickets history clearly shows that no RT ticket created message was ever > generated. If a ticket is mailed directly to the list, the user gets the > Greetings. > > Torstein Skard > University of Oslo, Norway > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From ron.tyro at utoronto.ca Thu Nov 18 15:42:54 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Thu, 18 Nov 2004 15:42:54 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 References: <419CDD07.7B9D990@utoronto.ca> <419CDE3F.10004@bastyr.edu> Message-ID: <419D094E.556B580C@utoronto.ca> Thank you for the information. I was able to install perl5.8.2_5, but the orginal perl5.005_03 is still taking precedence. Besides modifying the path, what else should I do? Thanks, Ron Jason Taylor wrote: > > As root: > > cd /usr/ports/lang/perl5.8 > make install clean > use.perl port > > You may also want to try the rt32 port vs. the rt3 port. > > Ron Tyro wrote: > > >Hi again. > > > >Dell GX260 > >FreeBSD 4.10 > > > >I have finally installed FreeBSD 4.10 onto my test machine. > >I went to the RT Wiki page, and followed the instructions on how to > >install RT: > > > >cd /usr/ports/www/rt3 > >sudo make install > > > >The result is : rt3-3.0.9 This program only support perl 5.6.1 or above. > > > >perl -v reveals that I have: 5.005_03 built for i386-freebsd. > > > >I've searched through some of the The RT-Users Archives, but was > >wondering if anybody would be willing to share what I need to do to get > >Request Tracker installed with FreeBSD 4.10. That is: > > > >1. What packages should I select during the FreeBSD install which are > >relevant for Request Tracker > >2. What should I do after installing FreeBSD to make Request Tracker > >install > > > >OR direct me to the archive which has the information. > > > > > >Thanks again, > > > >Ron > > > > From jwilson at nobilis.com Thu Nov 18 16:09:54 2004 From: jwilson at nobilis.com (Jason Wilson) Date: Thu, 18 Nov 2004 16:09:54 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 References: <419CDD07.7B9D990@utoronto.ca> <419CDE3F.10004@bastyr.edu> <419D094E.556B580C@utoronto.ca> Message-ID: <000a01c4cdb2$f44e9540$2d65a8c0@us.nobilis.com> ----- Original Message ----- From: "Ron Tyro" To: "Request Tracker" Sent: Thursday, November 18, 2004 3:42 PM Subject: Re: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 > Thank you for the information. I was able to install perl5.8.2_5, but > the orginal perl5.005_03 is still taking precedence. Besides modifying > the path, what else should I do? > > Thanks, > Ron Someone failed to read the pkg-message... assuming you installed from the ports, be sure to take a read of /usr/ports/lang/perl5.8/pkg-message Regards, Jason Wilson Systems Engineer Nobilis Software > > Jason Taylor wrote: > > > > As root: > > > > cd /usr/ports/lang/perl5.8 > > make install clean > > use.perl port > > > > You may also want to try the rt32 port vs. the rt3 port. > > > > Ron Tyro wrote: > > > > >Hi again. > > > > > >Dell GX260 > > >FreeBSD 4.10 > > > > > >I have finally installed FreeBSD 4.10 onto my test machine. > > >I went to the RT Wiki page, and followed the instructions on how to > > >install RT: > > > > > >cd /usr/ports/www/rt3 > > >sudo make install > > > > > >The result is : rt3-3.0.9 This program only support perl 5.6.1 or above. > > > > > >perl -v reveals that I have: 5.005_03 built for i386-freebsd. > > > > > >I've searched through some of the The RT-Users Archives, but was > > >wondering if anybody would be willing to share what I need to do to get > > >Request Tracker installed with FreeBSD 4.10. That is: > > > > > >1. What packages should I select during the FreeBSD install which are > > >relevant for Request Tracker > > >2. What should I do after installing FreeBSD to make Request Tracker > > >install > > > > > >OR direct me to the archive which has the information. > > > > > > > > >Thanks again, > > > > > >Ron > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From ron.tyro at utoronto.ca Thu Nov 18 16:31:17 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Thu, 18 Nov 2004 16:31:17 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 References: <419CDD07.7B9D990@utoronto.ca> <419CDE3F.10004@bastyr.edu> <419D094E.556B580C@utoronto.ca> <073301c4cdb0$5362d260$05dc3818@mdm2205> Message-ID: <419D14A5.4451B61E@utoronto.ca> Thank you very much! This worked. :) Ron Jon Krause wrote: > > : Thank you for the information. I was able to install perl5.8.2_5, but > : the orginal perl5.005_03 is still taking precedence. Besides modifying > : the path, what else should I do? > : > : Thanks, > : Ron > : > : Jason Taylor wrote: > : > > : > As root: > : > > : > cd /usr/ports/lang/perl5.8 > : > make install clean > : > use.perl port > : > > : > You may also want to try the rt32 port vs. the rt3 port. > : > > : > Ron Tyro wrote: > : > > : > >Hi again. > : > > > : > >Dell GX260 > : > >FreeBSD 4.10 > : > > > : > >I have finally installed FreeBSD 4.10 onto my test machine. > : > >I went to the RT Wiki page, and followed the instructions on how to > : > >install RT: > : > > > : > >cd /usr/ports/www/rt3 > : > >sudo make install > : > > > : > >The result is : rt3-3.0.9 This program only support perl 5.6.1 or > above. > : > > > : > >perl -v reveals that I have: 5.005_03 built for i386-freebsd. > : > > > : > >I've searched through some of the The RT-Users Archives, but was > : > >wondering if anybody would be willing to share what I need to do to get > : > >Request Tracker installed with FreeBSD 4.10. That is: > : > > > : > >1. What packages should I select during the FreeBSD install which are > : > >relevant for Request Tracker > : > >2. What should I do after installing FreeBSD to make Request Tracker > : > >install > : > > > : > >OR direct me to the archive which has the information. > : > > > : > > > : > >Thanks again, > : > > > : > >Ron > : > > > : > > > > From: /usr/ports/lang/perl5.8 > enter: (where # is prompt) > # rehash > Then enter: > # use.perl port > then check the version FBSD uses by entering: > # perl -v > > Jon > > : _______________________________________________ > : http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > : > : Be sure to check out the RT wiki at http://wiki.bestpractical.com From data2 at cablespeed.com Thu Nov 18 15:51:06 2004 From: data2 at cablespeed.com (Jon Krause) Date: Thu, 18 Nov 2004 15:51:06 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 References: <419CDD07.7B9D990@utoronto.ca> <419CDE3F.10004@bastyr.edu> <419D094E.556B580C@utoronto.ca> Message-ID: <073301c4cdb0$5362d260$05dc3818@mdm2205> : Thank you for the information. I was able to install perl5.8.2_5, but : the orginal perl5.005_03 is still taking precedence. Besides modifying : the path, what else should I do? : : Thanks, : Ron : : Jason Taylor wrote: : > : > As root: : > : > cd /usr/ports/lang/perl5.8 : > make install clean : > use.perl port : > : > You may also want to try the rt32 port vs. the rt3 port. : > : > Ron Tyro wrote: : > : > >Hi again. : > > : > >Dell GX260 : > >FreeBSD 4.10 : > > : > >I have finally installed FreeBSD 4.10 onto my test machine. : > >I went to the RT Wiki page, and followed the instructions on how to : > >install RT: : > > : > >cd /usr/ports/www/rt3 : > >sudo make install : > > : > >The result is : rt3-3.0.9 This program only support perl 5.6.1 or above. : > > : > >perl -v reveals that I have: 5.005_03 built for i386-freebsd. : > > : > >I've searched through some of the The RT-Users Archives, but was : > >wondering if anybody would be willing to share what I need to do to get : > >Request Tracker installed with FreeBSD 4.10. That is: : > > : > >1. What packages should I select during the FreeBSD install which are : > >relevant for Request Tracker : > >2. What should I do after installing FreeBSD to make Request Tracker : > >install : > > : > >OR direct me to the archive which has the information. : > > : > > : > >Thanks again, : > > : > >Ron : > > : > > From: /usr/ports/lang/perl5.8 enter: (where # is prompt) # rehash Then enter: # use.perl port then check the version FBSD uses by entering: # perl -v Jon : _______________________________________________ : http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users : : Be sure to check out the RT wiki at http://wiki.bestpractical.com From xy at nikolaidis.com Thu Nov 18 16:19:55 2004 From: xy at nikolaidis.com (Peter Nikolaidis) Date: Thu, 18 Nov 2004 16:19:55 -0500 Subject: [rt-users] Error updating multiple tickets Message-ID: <419D11FB.9080807@nikolaidis.com> Greetings, While trying to update multiple tickets, linking them all into another ticket, I get the error below. Is this a bug, or do we have something misconfigured? I am able to update them individually, but when I try to select 4 of them, I get the following: System error error: Can't call method "Name" without a package or object reference at /home/rt/rt//lib/RT/Interface/Web.pm line 1173. context: ... 1169: push ( @results, $msg ); 1170: } 1171: } 1172: else { 1173: push ( @results, "User asked for an unknown update type for custom field " . $cf->Name . " for ticket " . $Ticket->id ); 1174: } 1175: } 1176: } 1177: return (@results); ... code stack: /home/rt/rt//lib/RT/Interface/Web.pm:1173 /home/rt/rt/share/html/Search/Bulk.html:270 /home/rt/rt/share/html/autohandler:221 raw error Can't call method "Name" without a package or object reference at /home/rt/rt//lib/RT/Interface/Web.pm line 1173. Trace begun at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name" without a package or object reference at /home/rt/rt//lib/RT/Interface/Web.pm line 1173.^J') called at /home/rt/rt//lib/RT/Interface/Web.pm line 1173 HTML::Mason::Commands::ProcessTicketCustomFieldUpdates('ARGSRef', 'HASH(0xb2aadac)') called at /home/rt/rt/share/html/Search/Bulk.html line 270 HTML::Mason::Commands::__ANON__('MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0074ac)', 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on', 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb646054)', 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on') called at /home/rt/rt/share/html/autohandler line 221 HTML::Mason::Commands::__ANON__('MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9440288)', 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'MemberOf-Ticket', '', 'Starts_Date', '', 'Rows', 0, 'Status', '', 'UpdateAttachment', '', 'Started_Date', '', 'Format', '\' __id__/TITLE:#\', ^J\'__Subject__/TITLE:Subject\', ^J\'__Status__\', ^J\'__QueueName__\', ^J\'__OwnerName__\', ^J\'__Priority__\', ^J\'__NEWLINE__\', ^J\'\', ^J\'__Requestors__\', ^J\'__CreatedRelative__\', ^J\'__ToldRelative__\', ^J\'__LastUpdatedRelative__\', ^J\'__TimeLeft__\'', 'UpdateType', 'private', 'UpdateTicket1639', 'on', 'RefersTo-Ticket', '', 'DeleteCc', '', 'Subject', '', 'UpdateTicket1670', 'on', 'Ticket-RefersTo', '', 'Owner', '', 'Query', ' Requestor.EmailAddress LIKE \'tvesper\' ', 'Ticket-MemberOf', '', 'UpdateTicket1646', 'on', 'DependsOn-Ticket', '', 'Priority', '', 'UpdateTicket1647', 'on', 'AddCc', '', 'DeleteRequestor', '', 'UpdateTicket1657', 'on', 'Queue', '', 'Due_Date', '', 'Page', 1, 'Order', 'ASC', 'UpdateTicket1654', 'on', 'Told_Date', '', 'Ticket-DependsOn', '', 'AddRequestor', '', 'UpdateSubject', '', 'Ticket-MergeInto', 654, 'UpdateTicket1652', 'on', 'AddAdminCc', '', 'UpdateTicket1649', 'on', 'DeleteAdminCc', '', 'UpdateContent', '', 'Resolved_Date', '', 'OrderBy', 'id', 'UpdateTicket1653', 'on') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb646054)') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb646054)') called at /home/rt/local-perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x93408d8)', 'Apache=SCALAR(0xb6e20b4)') called at /home/rt/rt/bin/webmux.pl line 126 eval {...} at /home/rt/rt/bin/webmux.pl line 126 RT::Mason::handler('Apache=SCALAR(0xb6e20b4)') called at /dev/null line 0 eval {...} at /dev/null line 0 From seph at directionless.org Thu Nov 18 17:33:26 2004 From: seph at directionless.org (seph) Date: Thu, 18 Nov 2004 17:33:26 -0500 Subject: [rt-users] Re: Altering/Resetting ticket id # - Help! In-Reply-To: <419BD58F.6070501@lei.net.au> (Adrian Carter's message of "Thu, 18 Nov 2004 09:49:51 +1100") References: <419B79AE.105@lei.net.au> <419BD58F.6070501@lei.net.au> Message-ID: > I figured it was something like this.. but I've tried altering the > "Tickets" table and "Transactions" to reflect a ticket number of say > 10000, thinking the next one would be 10001. > > Doesn't work :( . Next ticket goes back to next in the > sequence.. The tickets all work once doctored up to 10000, but new > tickets go back to 5,6,7 etc. > > Im pretty good with SQL but this ones got me scratchin my > head. Guess Illl have to go debug the CreateTicket function. no, I'm pretty sure you want to modify the sql *sequence* not the existing table or CreateTicket. seph From mksmith at noanet.net Thu Nov 18 20:34:32 2004 From: mksmith at noanet.net (Michael Smith) Date: Thu, 18 Nov 2004 17:34:32 -0800 Subject: [rt-users] Problems upgrading from 2.0.15 to 3.2.x or 3.3.x Message-ID: <6B628149FCE1B543A3AB351A29DC7D8E3A8933@basilisk.noanet.lan> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello: I am trying to upgrade RT from 2.0.15 into the 3 train. I am using the rt2-to-rt3-1.23 script for that purpose. I have experienced the same errors attempting to move into 3.2.2 and 3.3.11. The movement of the RT2 data into the dump directory finishes with no errors. However, in attempting to bring that data into the 3.x database, I get the following errors. uCreating user Unnamed user 763 .[Fri Nov 19 01:23:43 2004] [error]: Could not create a new user - (/usr/local/rt3.3/lib/RT/User_Overlay.pm:267) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 763' }; Couldn't create ticket HASH(0x93e4ce8) $VAR1 = { 'Requestor' => [ 'tgregory at tarjema.com' ], 'Owner' => undef, 'LastUpdatedBy' => undef, '_RecordTransaction' => '0', 'id' => 1, 'Queue' => 'noc', 'Creator' => undef }; Basically, there is an error for every import type. It also appears to munge the user table by importing the users with no password information and destroying the original users file. Any help in doing a successful import would be greatly appreciated. Thanks, Mike - -- Michael K. Smith NoaNet 206.219.7116 (work) 866.662.6380 (NOC) mksmith at noanet.net http://www.noanet.net -----BEGIN PGP SIGNATURE----- Version: PGP 8.0.3 iQA/AwUBQZ1NqJzgx7Y34AxGEQLwUQCeJWms11TJKUOrDMnPFWAdXJYJs94AoPJD bCQEufi3AdxgoREuBgONpVxg =sVuu -----END PGP SIGNATURE----- From aharrison at gmail.com Thu Nov 18 21:51:12 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 18 Nov 2004 21:51:12 -0500 Subject: [rt-users] Management View Web Page? In-Reply-To: <419CEB96.7090600@ce.berkeley.edu> References: <419BA920.9090001@sun.com> <419C8A22.80209@acronis.com> <419CEB96.7090600@ce.berkeley.edu> Message-ID: On Thu, 18 Nov 2004 10:36:06 -0800, Jon Forrest wrote: > I've been playing around with RT 3.2.2 in preparation for > deploying it for a small group. One thing that appears > to be lacking (please correct me if I'm wrong) is a > RT at a glance management status view web page, on which a > support manager could see the X highest priority > tickets owned by all the people I manage, along > with all the X newest unowned tickets (like the > current home page has). > > Is anyone working on such a thing or does anybody > have any thoughts about this? Build a query in the Query Builder and either save it in the saved searches or just hang on to the bookmarkable link. This isn't a wheel in any particular need of reinvention. -- Andy Harrison From aharrison at gmail.com Thu Nov 18 22:02:09 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 18 Nov 2004 22:02:09 -0500 Subject: [rt-users] how do users take a ticket ? In-Reply-To: <20041118143153.35150.qmail@web25709.mail.ukl.yahoo.com> References: <20041118143153.35150.qmail@web25709.mail.ukl.yahoo.com> Message-ID: On Thu, 18 Nov 2004 14:31:53 +0000 (GMT), Elaine . wrote: > hi > I can set up a normal unprivileged user, and i've > created a group staff with the following rights > ("modify queue rights for the queue general") - > > commentonticket, createticket, modifyticket, > ownticket, replytoticket, seequeue, showoutgoingmail, > showticket, showticketcomments, taketicket. Are you possibly confusing Configuration/Groups//Group Rights with Configuration/Queues//Group Rights? -- Andy Harrison From aharrison at gmail.com Thu Nov 18 22:06:47 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 18 Nov 2004 22:06:47 -0500 Subject: [rt-users] Question about length of subject line in RT email In-Reply-To: <419B889D.3080704@corefa.com> References: <419B889D.3080704@corefa.com> Message-ID: On Wed, 17 Nov 2004 12:21:33 -0500, Betty Shaw wrote: > Hi, > > Got a question with regards to sending out email via RT. We have been > using RT v 3.0.11 for while and just come across a problem where a new > ticket was created, but no email was sent out. After a bit of research, > we suspected the email subject line maybe too long and we have the > following error in the syslog. > > Nov 16 14:52:19 s10 RT: error: couldn't parse head; error near: , > csubmit.419a3e3883d.session (/opt/rt3/lib/RT/Template_Overlay.pm:341) > > Nov 16 14:52:19 s10 RT: RT::Scrip=HASH(0xa2a7294): Couldn't prepare Notify > Requestors, Ccs and AdminCcs (/opt/rt3/lib/RT/Scrip_Overlay.pm:346) The subject column in the attachments table is limited to 255 characters. I'm using pgsql, but it's probably the same in mysql. -- Andy Harrison From partem_r at yahoo.com Fri Nov 19 06:24:59 2004 From: partem_r at yahoo.com (Partom Rule) Date: Fri, 19 Nov 2004 03:24:59 -0800 (PST) Subject: [rt-users] Default Admin Username&Password Message-ID: <20041119112459.8063.qmail@web50805.mail.yahoo.com> Hello all. What is the default administrator username and password at Http://localhost/Admin? i want to create first users for my new RT311 I could not find it at the manual :-( 10X __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From ch at westend.com Fri Nov 19 07:07:29 2004 From: ch at westend.com (Christian Hammers) Date: Fri, 19 Nov 2004 13:07:29 +0100 Subject: [rt-users] Reassigning from other to other Message-ID: <20041119120729.GB11241@westend.com> Hello /lib/RT/Ticket_Overlay.pm contains the following error check: "You can only reassign tickets that you own or that are unowned" Is it safe to comment that out? Our users already may steal and reassign tickets so doing it in one step would be a benefit to us. bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From astrid.holzhauser at factline.com Fri Nov 19 08:57:53 2004 From: astrid.holzhauser at factline.com (Astrid Holzhauser) Date: Fri, 19 Nov 2004 14:57:53 +0100 Subject: [rt-users] autreply doesn't work - use of watchers? Message-ID: <419DFBE1.8090801@factline.com> Hallo, We have just installed RT and I am now preparing the administrational settings. For that I have two questions: 1)I created a usergroup for normal users that are just allowed to create tickets and comment on them. I have choosen the following rights: CommentOnTicket, CreateTicket, ModifySelf, ReplyToTicket, SeeQueue, ShowACL, ShowTicket, ShowTicketComments, Watch My first text was creating a normal ticket. I added an AdminCC manually. This person got the email with the Transaction-Template, but the Requestor got no email, although I didn't delete the default scrip "On Create Autoreply" Why didn't the requestor get an autoreply? Is there anything wrong with the group rights? Or did we forget something in the installation? 2) What ist the use of queue watchers? They are not displayed in a transparent way, when you create a ticket. When do they get informed about a ticket? thanks for your help! Astrid From astrid.holzhauser at factline.com Fri Nov 19 10:37:50 2004 From: astrid.holzhauser at factline.com (Astrid Holzhauser) Date: Fri, 19 Nov 2004 16:37:50 +0100 Subject: [Fwd: [rt-users] autreply doesn't work - use of watchers?] Message-ID: <419E134E.4040308@factline.com> Hi, I want to inform you that I already found the solution of my first question. It was an internal mistake, sorry. But I am still intersted in the second question. and I have another question: -)I created a ticket with a user of this "normal-member" group (rights: CommentOnTicket, CreateTicket, ModifySelf, ReplyToTicket, SeeQueue, ShowACL, ShowTicket, ShowTicketComments, Watch) When I submit an entrie with such an user I get the following respons: Ticket 12 created in queue 'xxx' Permission Denied What does this mean "permission denied"? What permission? thanks for your help! ciao Astrid -------- Original Message -------- Subject: [rt-users] autreply doesn't work - use of watchers? Date: Fri, 19 Nov 2004 14:57:53 +0100 From: Astrid Holzhauser Organization: factline Webservices GmbH To: rt-users at lists.bestpractical.com Hallo, We have just installed RT and I am now preparing the administrational settings. For that I have two questions: 1)I created a usergroup for normal users that are just allowed to create tickets and comment on them. I have choosen the following rights: CommentOnTicket, CreateTicket, ModifySelf, ReplyToTicket, SeeQueue, ShowACL, ShowTicket, ShowTicketComments, Watch My first text was creating a normal ticket. I added an AdminCC manually. This person got the email with the Transaction-Template, but the Requestor got no email, although I didn't delete the default scrip "On Create Autoreply" Why didn't the requestor get an autoreply? Is there anything wrong with the group rights? Or did we forget something in the installation? 2) What ist the use of queue watchers? They are not displayed in a transparent way, when you create a ticket. When do they get informed about a ticket? thanks for your help! Astrid _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com -- _________________________________________ Astrid Holzhauser - Customer Support factline webservices gmbh praterstr 15/4/15 | 1020 vienna | austria tel: +43/1/218 85 03 - 11 | fax: 218 85 02 homepage www.factline.com _________________________________________ From gdunn at inscriber.com Fri Nov 19 10:56:36 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Fri, 19 Nov 2004 10:56:36 -0500 Subject: [rt-users] Query window And/Or strange behaviour Message-ID: <419E17B4.3010901@inscriber.com> I'm trying to build a query as follows: (Queue = 'DesktopSupport' OR Queue = 'General') AND Status != 'Resolved' Two things: Clicking the And/Or button in the Query builder will toggle all of the AND/ORs in the query, not just the highlighted line. Is this by design? How do I set the precedence of the AND/OR operators? Thanks, Graham From mccune at math.ohio-state.edu Fri Nov 19 11:17:57 2004 From: mccune at math.ohio-state.edu (Jeff McCune) Date: Fri, 19 Nov 2004 11:17:57 -0500 Subject: [rt-users] Palm OS Synchronization Message-ID: <419E1CB5.3060700@math.ohio-state.edu> Hi, I'm a new list subscriber, but have used RT for some now at work. After searching through the list archives by hand and initial google searches, I'm unable to find any information on synchronizing my RT tickets with my PalmOS 5 based Treo 600. It seems like it would be a wonderful convergence project, as my Treo has internet access easily available and the ability to Hot Sync over the net. If I could have RT tickets automatically pop into my Toto list on my Treo, it would make my life a lot easier in terms of addressing user requests. Has anyone hacked this together? If not, does anyone have any suggestions on where I might start hacking it? I've primarily been using my Treo for remote SSH, but am currently working on using it as part of a central information repository and sync it with other PIM software on my workstation. I'm willing to sync to Linux or OSX, as I have both workstation on my desk. Regards, -- Jeff McCune OSU Department of Mathematics System Support (614) 292-4962 gpg --keyserver pgp.mit.edu --recv-key BAF3211A From Ruslan.Zakirov at acronis.com Fri Nov 19 11:36:33 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 19 Nov 2004 19:36:33 +0300 Subject: [rt-users] Default Admin Username&Password In-Reply-To: <20041119112459.8063.qmail@web50805.mail.yahoo.com> References: <20041119112459.8063.qmail@web50805.mail.yahoo.com> Message-ID: <419E2111.1070508@acronis.com> Partom Rule wrote: > Hello all. > > What is the default administrator > username and password > at Http://localhost/Admin? > i want to create first users for my new RT311 > I could not find it at the manual :-( root/password > > 10X > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From C.A.Vincent at newcastle.ac.uk Fri Nov 19 11:38:54 2004 From: C.A.Vincent at newcastle.ac.uk (Carl Vincent) Date: Fri, 19 Nov 2004 16:38:54 -0000 Subject: [rt-users] Management View Web Page? Message-ID: <37E80E80B681A24B8F768D607373CA800172D5BF@largo.campus.ncl.ac.uk> >On Thu, 18 Nov 2004 10:36:06 -0800, Jon Forrest > wrote: >> I've been playing around with RT 3.2.2 in preparation for >> deploying it for a small group. One thing that appears >> to be lacking (please correct me if I'm wrong) is a >> RT at a glance management status view web page, on which a >> support manager could see the X highest priority >> tickets owned by all the people I manage, along >> with all the X newest unowned tickets (like the >> current home page has). >Build a query in the Query Builder and either save it in the saved >searches or just hang on to the bookmarkable link. This isn't a wheel >in any particular need of reinvention. Alternatively you could build a new module for the home page to give this info (though this will appear for anyone). I created a new module based on one of the existing ones which shows "For each queue you're an AdminCc on, show the top n priority tickets" which is a godsend for the way we divvy up responsibilities. It only took about an hour. Cheers Carl -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Information Systems Manager 0191 222 5003 (voice) NETSKILLS - Quality Internet Training 0191 222 5001 (fax) From les at futuresource.com Fri Nov 19 12:00:50 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 19 Nov 2004 11:00:50 -0600 Subject: [rt-users] Palm OS Synchronization In-Reply-To: <419E1CB5.3060700@math.ohio-state.edu> References: <419E1CB5.3060700@math.ohio-state.edu> Message-ID: <1100883650.28770.14.camel@moola.futuresource.com> On Fri, 2004-11-19 at 10:17, Jeff McCune wrote: > It seems like it would be a wonderful convergence project, as my Treo > has internet access easily available and the ability to Hot Sync over > the net. If I could have RT tickets automatically pop into my Toto list > on my Treo, it would make my life a lot easier in terms of addressing > user requests. I'm not sure how to make that happen, but the Treo can receive email so all you need to get tickets there is to put its address in a queue's admincc list. I can't reach my RT's web server from the internet and I'm too cheap to buy the Treo VPN client so I don't know how it would work to interact directly instead of through email. --- Les Mikesell les at futuesource.com From murphy at genome.chop.edu Fri Nov 19 11:42:16 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 19 Nov 2004 11:42:16 -0500 Subject: [rt-users] how to disable inline display of attachments Message-ID: Sorry if this is a stupid question; I did make a fair attempt to find the answer by googling site:lists.fsck.com. I'm using RT 3.2.1 and would like to disable the display of attachments inline in the main ticket display. I set the variable $MaxInlineBody in RT_SiteConfig.pm to 0, but it had no effect. I must be crazy, because I see no occurrence of that variable anywhere in the source code. Is the only recourse to modify the source code? Thanks, Kevin Murphy From jesse at bestpractical.com Fri Nov 19 12:00:49 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2004 12:00:49 -0500 Subject: [rt-users] Palm OS Synchronization In-Reply-To: <419E1CB5.3060700@math.ohio-state.edu> References: <419E1CB5.3060700@math.ohio-state.edu> Message-ID: <20041119170047.GR28077@pallas.eruditorum.org> On Fri, Nov 19, 2004 at 11:17:57AM -0500, Jeff McCune wrote: > Hi, > > I'm a new list subscriber, but have used RT for some now at work. After > searching through the list archives by hand and initial google searches, > I'm unable to find any information on synchronizing my RT tickets with > my PalmOS 5 based Treo 600. > > It seems like it would be a wonderful convergence project, as my Treo > has internet access easily available and the ability to Hot Sync over > the net. If I could have RT tickets automatically pop into my Toto list > on my Treo, it would make my life a lot easier in terms of addressing > user requests. So. the thing to be careful of is that the Palm todo list is anemic and doesn't have the metadata needed to really track things. The "right" way to do this, I _think_ is to make an RT to ical (RFC2445) sync tool, since everything supports 2445 these days. Of course, the treo has network. Which begs the question of why not just build a stripped down web ui for the treo? Jesse > Has anyone hacked this together? If not, does anyone have any > suggestions on where I might start hacking it? I've primarily been > using my Treo for remote SSH, but am currently working on using it as > part of a central information repository and sync it with other PIM > software on my workstation. I'm willing to sync to Linux or OSX, as I > have both workstation on my desk. > > Regards, > -- > Jeff McCune > OSU Department of Mathematics System Support > (614) 292-4962 > gpg --keyserver pgp.mit.edu --recv-key BAF3211A > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From Joseph_Micciche at Progressive.com Fri Nov 19 12:11:45 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Fri, 19 Nov 2004 12:11:45 -0500 Subject: [rt-users] RTFM access w/o RT access Message-ID: RT 3.0.7_01 (moving to 3.2.2 shortly) and RTFM. I want to give a wide population of people access to RTFM's articles w/o giving them access to RT or requiring any login. I am unsure of how to do this, any help is appreciated. Joe Micciche From jesse at bestpractical.com Fri Nov 19 12:22:35 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2004 12:22:35 -0500 Subject: [rt-users] RTFM access w/o RT access In-Reply-To: References: Message-ID: <20041119172235.GS28077@pallas.eruditorum.org> On Fri, Nov 19, 2004 at 12:11:45PM -0500, Joseph_Micciche at Progressive.com wrote: > population of people access to RTFM's articles w/o giving them access to RT > or requiring any login. I am unsure of how to do this, any help is > appreciated. The 2.1 branch of RTFM is a lot closer to making this easy (A lot of the changes involved were working toward this end.) > Joe Micciche > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From cervin at intelenet.net Fri Nov 19 13:38:50 2004 From: cervin at intelenet.net (Chance Ervin) Date: Fri, 19 Nov 2004 10:38:50 -0800 Subject: [rt-users] Recently viewed tickets Message-ID: <03d301c4ce67$032360a0$6f180a0a@cdelt> Maybe I can revive this question. It didn't seem to get much attention the last time I asked. Am I asking in the wrong place? "Is there a way to make your RT home page display a number of most recent visited tickets? Maybe the last 5 tickets the user has viewed? Or may this be coming up in a later release?" -- ----------------------------- InteleNet Communications Inc. "Help me help you." Chance Ervin - SCSA -- Jerry Maguire Oracle Certified Professional Systems Engineer 949 784-7902 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 19 13:42:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2004 13:42:22 -0500 Subject: [rt-users] Recently viewed tickets In-Reply-To: <03d301c4ce67$032360a0$6f180a0a@cdelt> References: <03d301c4ce67$032360a0$6f180a0a@cdelt> Message-ID: <20041119184222.GV28077@pallas.eruditorum.org> On Fri, Nov 19, 2004 at 10:38:50AM -0800, Chance Ervin wrote: > Maybe I can revive this question. > It didn't seem to get much attention the last time I asked. > Am I asking in the wrong place? > > "Is there a way to make your RT home page display a number of most recent visited tickets? > Maybe the last 5 tickets the user has viewed? RT doesn't currently log that sort of data. I'd love to see a proposed patch. > > Or may this be coming up in a later release?" > > -- > ----------------------------- > InteleNet Communications Inc. "Help me help you." > Chance Ervin - SCSA -- Jerry Maguire > Oracle Certified Professional > Systems Engineer > 949 784-7902 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From vakumar at blackrock.com Fri Nov 19 15:04:11 2004 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Fri, 19 Nov 2004 15:04:11 -0500 Subject: [rt-users] Is RT::Client supposed to work? Message-ID: I have been trying to use RT::Client. I have sucessfully setup RT::Atom and can hit the pages directly through my browser (ex: http://username:password at localhost/Atom/0.3) When I run the RT-Client tests (1-procedural.t), the LWP test determines that Atom is installed and tries to run all the tests. However, when using RT-Client interfaces, it doesn't seem to pass in the login and password to the server. The log output looks like: PERL_DL_NONLAZY=1 /usr/local/perl/5.8.5/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/1-procedural.t t/2-oo.t t/1-procedural....Running ALL Tests t/1-procedural....ok 2/69===> OPTIONS http://localhost:80/Atom/0.3/Tickets <=== HTTP/1.1 401 (Unauthorized) Authorization Required Connection: close Date: Fri, 19 Nov 2004 19:58:26 GMT ... ... Note that the login & password aren't being passed in the URL. I looked in Client.pm and it appears that when the URI is created it doesn't add the login & password. So I was wondering if this module is in usable testable state? Thanks! Vasanth From ben at vintela.com Fri Nov 19 15:00:01 2004 From: ben at vintela.com (Ben Bush) Date: Fri, 19 Nov 2004 13:00:01 -0700 Subject: [rt-users] Add Text to the Forms Message-ID: <419E50C1.3080705@vintela.com> Is there a way for us to add text to the individual queue forms to help guide the person entering a ticket? For Example, We have 2 custom fields - Full Name and Company Name that are text user input fields We want to add some text that explains what the tech should do before adding this ticket into the queue. Examples would be: - Check a url link (provided on the page) to see if they are a supported customer - Ask them to refer to another document for further clarification Can I do this without modifying the actual code? If I need to modify the forms, can I do it per queue? Ben Bush From mccune at math.ohio-state.edu Fri Nov 19 15:56:57 2004 From: mccune at math.ohio-state.edu (Jeff McCune) Date: Fri, 19 Nov 2004 15:56:57 -0500 Subject: [rt-users] Palm OS Synchronization In-Reply-To: <419E1CB5.3060700@math.ohio-state.edu> References: <419E1CB5.3060700@math.ohio-state.edu> Message-ID: <419E5E19.9050105@math.ohio-state.edu> Les Mikesell wrote: > I'm not sure how to make that happen, but the Treo can receive email > so all you need to get tickets there is to put its address in a > queue's admincc list. I can't reach my RT's web server from the > internet and I'm too cheap to buy the Treo VPN client so I don't know > how it would work to interact directly instead of through email. > > --- > Les Mikesell > les at futuesource.com I use pssh on my treo to ssh to work and read email. Email would be another layer outside of my todo list that I'd rarely check. I already have certain RT tickets being forwarded to my phone via SMS. From our chairman for example. The key I'm looking for is a convergence of my personal and work todo lists I keep on my treo and PIM software with my open RT tickets. Regards, -- Jeff McCune OSU Department of Mathematics System Support (614) 292-4962 gpg --keyserver pgp.mit.edu --recv-key BAF3211A From mccune at math.ohio-state.edu Fri Nov 19 16:02:55 2004 From: mccune at math.ohio-state.edu (Jeff McCune) Date: Fri, 19 Nov 2004 16:02:55 -0500 Subject: [rt-users] Palm OS Synchronization In-Reply-To: <419E1CB5.3060700@math.ohio-state.edu> References: <419E1CB5.3060700@math.ohio-state.edu> Message-ID: <419E5F7F.5030404@math.ohio-state.edu> Jesse Vincent wrote: > The thing to be careful of is that the Palm todo list is anemic and > doesn't have the metadata needed to really track things. The "right" > way to do this, I think is to make an RT to ical (RFC2445) sync tool, > since everything supports 2445 these days. Of course, the treo has > network. Which begs the question of why not just build a stripped down > web ui for the treo? > > Jesse I'd like offline access. Persistent network access on the treo sucks battery like nothing else and prevents incoming calls, not to mention being fairly slow. Ideally, the information will be all in one place, which is why I'd like it integrated into my Palm ToDo list. I like the idea of a RT to ical interface. Another option is RSS. I have a decently nice RSS client, which obviously won't give me integration into my todo list, but will at least give me an offline viewer I can check. Are there any RSS outputs for RT available? This would get me up and running so I can do the iCal conversion "right" rather than hack it together. Regards, -- Jeff McCune OSU Department of Mathematics System Support (614) 292-4962 gpg --keyserver pgp.mit.edu --recv-key BAF3211A From jesse at bestpractical.com Fri Nov 19 16:02:59 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2004 16:02:59 -0500 Subject: [rt-users] Palm OS Synchronization In-Reply-To: <419E5F7F.5030404@math.ohio-state.edu> References: <419E1CB5.3060700@math.ohio-state.edu> <419E5F7F.5030404@math.ohio-state.edu> Message-ID: <20041119210259.GZ28077@pallas.eruditorum.org> > Another option is RSS. I have a decently nice RSS client, which > obviously won't give me integration into my todo list, but will at least > give me an offline viewer I can check. Are there any RSS outputs for RT > available? Yes. In RT 3.2 and newer, look in the lower right hand corner of the search results page for the "RSS" link. > This would get me up and running so I can do the iCal conversion "right" > rather than hack it together. > > Regards, > -- > Jeff McCune > OSU Department of Mathematics System Support > (614) 292-4962 > gpg --keyserver pgp.mit.edu --recv-key BAF3211A > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From rt at chaka.net Fri Nov 19 15:50:18 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Nov 2004 15:50:18 -0500 Subject: [rt-users] Query window And/Or strange behaviour In-Reply-To: <419E17B4.3010901@inscriber.com> References: <419E17B4.3010901@inscriber.com> Message-ID: <20041119205018.GN12692@chaka.net> Use the '>' button to indent. Use the 'Advanced' option to write it by hand and see how it looks in the search builder interface. You have to play around with it a bit to get comfortable. -Todd On Fri, Nov 19, 2004 at 10:56:36AM -0500, Graham Dunn wrote: > I'm trying to build a query as follows: > > (Queue = 'DesktopSupport' OR Queue = 'General') > AND Status != 'Resolved' > > Two things: > > Clicking the And/Or button in the Query builder will toggle all of the > AND/ORs in the query, not just the highlighted line. Is this by design? > > How do I set the precedence of the AND/OR operators? > > Thanks, > Graham > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Fri Nov 19 15:51:17 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Nov 2004 15:51:17 -0500 Subject: [rt-users] how to disable inline display of attachments In-Reply-To: References: Message-ID: <20041119205117.GO12692@chaka.net> What kind of attachments are they? On Fri, Nov 19, 2004 at 11:42:16AM -0500, Kevin Murphy wrote: > Sorry if this is a stupid question; I did make a fair attempt to find > the answer by googling site:lists.fsck.com. > > I'm using RT 3.2.1 and would like to disable the display of attachments > inline in the main ticket display. > > I set the variable $MaxInlineBody in RT_SiteConfig.pm to 0, but it had > no effect. I must be crazy, because I see no occurrence of that > variable anywhere in the source code. > > Is the only recourse to modify the source code? > > Thanks, > Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From murphy at genome.chop.edu Fri Nov 19 17:14:18 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 19 Nov 2004 17:14:18 -0500 Subject: [rt-users] how to disable inline display of attachments In-Reply-To: <20041119205117.GO12692@chaka.net> References: <20041119205117.GO12692@chaka.net> Message-ID: <5B7ADC08-3A78-11D9-A7AB-0003930D3626@genome.chop.edu> On Nov 19, 2004, at 3:51 PM, Todd Chapman wrote: >> I'm using RT 3.2.1 and would like to disable the display of >> attachments >> inline in the main ticket display. > What kind of attachments are they? The attachments are large text files (data) which nobody would ever want to look at inline (not even the first few lines of each, although that would be better than the whole thing). I've told the users to start compressing them before attaching, which they should be doing anyway. In my experience, attachments usually play a supporting role with respect to the main message, and, even if the attachments are short, it still is usually not appropriate to display them in-line in the main ticket history. It makes the ticket history really hard to visually scan if there are a bunch of comments and a bunch of in-line attachments made at different times. Kevin Murphy From paul.williams at uwex.edu Fri Nov 19 17:22:12 2004 From: paul.williams at uwex.edu (Paul Williams) Date: Fri, 19 Nov 2004 16:22:12 -0600 Subject: [rt-users] Re: How to list unprivileged users? In-Reply-To: <419C8420.2000607@acronis.com> References: <5.2.1.1.2.20041117125848.00b86c48@imap.uwex.edu> <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> <5.2.1.1.2.20041117085216.025d53e8@imap.uwex.edu> <5.2.1.1.2.20041117125848.00b86c48@imap.uwex.edu> Message-ID: <5.2.1.1.2.20041119161347.02816bf8@imap.uwex.edu> I took a look at the url. Downloaded the script and tried it in a couple of different ways. Only thing that happened was RT stopped working so I must have done it wrong. The docs weren't very clear as to where you put the file so one thing I tried was to modify the existing file that replies to a new request. But it didn't work there. I searched for "automatically generated" and the only file that turned up was in RT/etc/initialdata I should of turned on the debug option. That may have shown what was happening. Any thoughts? paulw At 02:14 PM 11/18/2004 +0300, you wrote: >Paul Williams wrote: >>At 01:07 PM 11/17/2004 -0500, seph wrote: >> >>> > If you assign a password to a user, is there a way to automatically >>> > send them the username and password (I'm assuming that the >>> > users email address is the username)? >>> >>>I've seen a contrib scrip that will set passwords and send email upon >>>creation. Perhaps you want to look at that? >>> >>>seph >> >>Yes, I would be interested. >>Do you have a url so I can check it out? >http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword > >>Thanks, >>paulw >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > From les at futuresource.com Fri Nov 19 17:29:47 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 19 Nov 2004 16:29:47 -0600 Subject: [rt-users] Palm OS Synchronization In-Reply-To: <419E5E19.9050105@math.ohio-state.edu> References: <419E1CB5.3060700@math.ohio-state.edu> <419E5E19.9050105@math.ohio-state.edu> Message-ID: <1100903387.32514.49.camel@moola.futuresource.com> On Fri, 2004-11-19 at 14:56, Jeff McCune wrote: > I use pssh on my treo to ssh to work and read email. Mine (Sprint version) has a built-in pop mail client that picks up email automatically at scheduled intervals or on demand. An account came with the service but it can access others. That lets you read and respond while working offline. I had to do a flash update on the phone to get the mail program. If you don't have that option there is a free pop client from eudora and some commercial imap versions. > Email would be > another layer outside of my todo list that I'd rarely check. It beeps when something comes in so it's hard to ignore. I interact with several things through email so it always seems like the obvious choice. > I already > have certain RT tickets being forwarded to my phone via SMS. From our > chairman for example. Sms messages are too short to be of much use except to tell you to look elsewhere. Email can hold the whole ticket and let you respond. How would the todo list get a response back to the requester or database? --- Les Mikesell les at futuresource.com From rt at chaka.net Fri Nov 19 17:03:51 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Nov 2004 17:03:51 -0500 Subject: [rt-users] how to disable inline display of attachments In-Reply-To: <5B7ADC08-3A78-11D9-A7AB-0003930D3626@genome.chop.edu> References: <20041119205117.GO12692@chaka.net> <5B7ADC08-3A78-11D9-A7AB-0003930D3626@genome.chop.edu> Message-ID: <20041119220351.GP12692@chaka.net> Does $MaxInlineBody in RT_Config.pm not do what you want? On Fri, Nov 19, 2004 at 05:14:18PM -0500, Kevin Murphy wrote: > On Nov 19, 2004, at 3:51 PM, Todd Chapman wrote: > >>I'm using RT 3.2.1 and would like to disable the display of > >>attachments > >>inline in the main ticket display. > >What kind of attachments are they? > > The attachments are large text files (data) which nobody would ever > want to look at inline (not even the first few lines of each, although > that would be better than the whole thing). I've told the users to > start compressing them before attaching, which they should be doing > anyway. > > In my experience, attachments usually play a supporting role with > respect to the main message, and, even if the attachments are short, it > still is usually not appropriate to display them in-line in the main > ticket history. It makes the ticket history really hard to visually > scan if there are a bunch of comments and a bunch of in-line > attachments made at different times. > > Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From sam_ml at spacething.org Sat Nov 20 06:45:00 2004 From: sam_ml at spacething.org (Sam Stickland) Date: Sat, 20 Nov 2004 11:45:00 +0000 (GMT Standard Time) Subject: [rt-users] RT not processing mason templates Message-ID: Hi, After a round of upgrading caused by going from perl 5.8.0 to 5.8.5, RT no longer seems to want to execute the Mason code. For example, going to the default URL gives: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy etc. I've checked over all the obvious stuff. mod_perl is installed, along with all the perl deps. httpd configuration is: PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason SetHandler php-script There aren't any errors in any of the logs (httpd or rt.log). This is with: This is perl, v5.8.5 built for i386-linux-thread-multi Server version: Apache/2.0.47 Anyone got any suggestions where to start hunting? Sam From partem_r at yahoo.com Sat Nov 20 07:31:49 2004 From: partem_r at yahoo.com (Partom Rule) Date: Sat, 20 Nov 2004 04:31:49 -0800 (PST) Subject: [rt-users] RT path install dir Message-ID: <20041120123149.88973.qmail@web50808.mail.yahoo.com> How do i change the install dir of RT on freebsd53 from /opt to /user/local? I installed it via pkg_add and i dont know how to change the destination path. 10X __________________________________ Do you Yahoo!? The all-new My Yahoo! - Get yours free! http://my.yahoo.com From rt at chaka.net Sat Nov 20 10:30:32 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 20 Nov 2004 10:30:32 -0500 Subject: [rt-users] RT not processing mason templates In-Reply-To: References: Message-ID: <20041120153031.GT12692@chaka.net> Did you rebuild mod_perl? On Sat, Nov 20, 2004 at 11:45:00AM +0000, Sam Stickland wrote: > Hi, > > After a round of upgrading caused by going from perl 5.8.0 to 5.8.5, RT no > longer seems to want to execute the Mason code. > > For example, going to the default URL gives: > > %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# > (Except where explictly superceded by other copyright notices) %# %# This > work is made available to you under the terms of Version 2 of %# the GNU > General Public License. A copy > > etc. > > I've checked over all the obvious stuff. mod_perl is installed, along with > all the perl deps. > > httpd configuration is: > > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > SetHandler php-script > > > > There aren't any errors in any of the logs (httpd or rt.log). > > This is with: > > This is perl, v5.8.5 built for i386-linux-thread-multi > Server version: Apache/2.0.47 > > Anyone got any suggestions where to start hunting? > > Sam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From aharrison at gmail.com Sat Nov 20 12:09:07 2004 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 20 Nov 2004 12:09:07 -0500 Subject: [rt-users] Add Text to the Forms In-Reply-To: <419E50C1.3080705@vintela.com> References: <419E50C1.3080705@vintela.com> Message-ID: On Fri, 19 Nov 2004 13:00:01 -0700, Ben Bush wrote: > Is there a way for us to add text to the individual queue forms to help > guide the person entering a ticket? > > For Example, > > We have 2 custom fields - Full Name and Company Name that are text user > input fields > > We want to add some text that explains what the tech should do before > adding this ticket into the queue. Examples would be: > - Check a url link (provided on the page) to see if they are a > supported customer > - Ask them to refer to another document for further clarification > > Can I do this without modifying the actual code? If I need to modify the > forms, can I do it per queue? You can do this without a whole bunch of headache. I created a Forms.html with nothing more than links to my Custom-Form.html page. So I have links like ExampleQueue My Custom-Form.html started out as nothing more than a chopped up copy of share/html/SelfService/Create.html (an earlier version). I then added a bunch of stuff to it, but probably the most critical piece to take care of what you need is: 		<& /Ticket/Elements/Systems-EditCustomFields, QueueObj => $QueueObj &>
<% loc($days[$d]) %> <% $counts[$d]{$status} %>
-% if ($cf->Type ne "FreeformMultiple") { +% if ($cf->Type eq "SelectMultiple") { +Add Values +<& /Ticket/Elements/EditCustomField, CustomField => $cf, NameSuffix => 'AddValue' &> +Delete Values +<& /Ticket/Elements/EditCustomField, CustomField => $cf, NameSuffix => 'DeleteValues' &> +% } +% elsif ($cf->Type ne "FreeformMultiple") { <& /Ticket/Elements/EditCustomField, CustomField => $cf &> -% } else { +% } +% else { Add Values
 Index: lib/RT/Interface/Web.pm =================================================================== --- lib/RT/Interface/Web.pm (revision 1949) +++ lib/RT/Interface/Web.pm (working copy) @@ -294,8 +294,18 @@ ); foreach my $arg (%ARGS) { if ($arg =~ /^CustomField-(\d+)(.*?)$/) { + my $cfid = $1; + next if ($arg =~ /-Magic$/); - $create_args{"CustomField-".$1} = $ARGS{"$arg"}; + my $cf = new RT::CustomField( $RT::SystemUser ); + $cf->Load($cfid); + + if ($cf->Type eq 'FreeformMultiple') { + $ARGS{$arg} =~ s/\r\n/\n/g; + $ARGS{$arg} = [split('\n', $ARGS{$arg})]; + } + + $create_args{"CustomField-".$cfid} = $ARGS{"$arg"}; } } @@ -1006,7 +1016,8 @@ } } - $ARGSRef->{'Status'} ||= $TicketObj->Status; + #$ARGSRef->{'Status'} ||= $TicketObj->Status; + delete $ARGSRef->{'Status'} unless ($ARGSRef->{'Status'}); my @results = UpdateRecordObject( AttributesRef => \@attribs, @@ -1053,50 +1064,55 @@ my %custom_fields_to_mod; foreach my $arg ( keys %{$ARGSRef} ) { if ( $arg =~ /^Ticket-(\d+)-CustomField-(\d+)-/ ) { + my ($tick, $cf) = ($1, $2); + next if $ARGSRef->{"Ticket-$tick-CustomField-$cf-DoNotUpdate"}; + # For each of those tickets, find out what custom fields we want to work with. - $custom_fields_to_mod{$1}{$2} = 1; + $custom_fields_to_mod{$tick}{$cf} = 1; } } # For each of those tickets foreach my $tick ( keys %custom_fields_to_mod ) { my $Ticket = $args{'TicketObj'}; - if (!$Ticket or $Ticket->id != $tick) { - $Ticket = RT::Ticket->new( $session{'CurrentUser'} ); - $Ticket->Load($tick); - } + if (!$Ticket or $Ticket->id != $tick) { + $Ticket = RT::Ticket->new( $session{'CurrentUser'} ); + $Ticket->Load($tick); + } - # For each custom field + # For each custom field foreach my $cf ( keys %{ $custom_fields_to_mod{$tick} } ) { - my $CustomFieldObj = RT::CustomField->new($session{'CurrentUser'}); - $CustomFieldObj->LoadById($cf); + my $CustomFieldObj = RT::CustomField->new($session{'CurrentUser'}); + $CustomFieldObj->LoadById($cf); foreach my $arg ( keys %{$ARGSRef} ) { # since http won't pass in a form element with a null value, we need # to fake it - if ($arg =~ /^(.*?)-Values-Magic$/ ) { + if ($arg =~ /^(.*?)-Values(.*)-Magic$/ ) { # We don't care about the magic, if there's really a values element; - next if (exists $ARGSRef->{$1.'-Values'}) ; + next if (exists $ARGSRef->{$1.'-Values'.$2}) ; - $arg = $1."-Values"; - $ARGSRef->{$1."-Values"} = undef; - + $arg = $1."-Values".$2; + $ARGSRef->{$1."-Values".$2} = undef; + } next unless ( $arg =~ /^Ticket-$tick-CustomField-$cf-/ ); my @values = - ( ref( $ARGSRef->{$arg} ) eq 'ARRAY' ) + ( ref( $ARGSRef->{$arg} ) eq 'ARRAY' ) ? @{ $ARGSRef->{$arg} } : split /\n/, $ARGSRef->{$arg} ; - #for poor windows boxen that pass in "\r\n" - local $/ = "\r"; - chomp @values; + #for poor windows boxen that pass in "\r\n" + local $/ = "\r"; + chomp @values; if ( ( $arg =~ /-AddValue$/ ) || ( $arg =~ /-Value$/ ) ) { + my $cf_values = $Ticket->CustomFieldValues($cf); foreach my $value (@values) { next unless length($value); + next if $cf_values->HasEntry($value); my ( $val, $msg ) = $Ticket->AddCustomFieldValue( Field => $cf, Value => $value @@ -1105,8 +1121,10 @@ } } elsif ( $arg =~ /-DeleteValues$/ ) { + my $cf_values = $Ticket->CustomFieldValues($cf); foreach my $value (@values) { next unless length($value); + next unless $cf_values->HasEntry($value); my ( $val, $msg ) = $Ticket->DeleteCustomFieldValue( Field => $cf, Value => $value @@ -1148,29 +1166,30 @@ elsif ( $arg =~ /-Values$/ ) { my $cf_values = $Ticket->CustomFieldValues($cf); - # keep everything up to the point of difference, delete the rest - my $delete_flag; - foreach my $old_cf (@{$cf_values->ItemsArrayRef}) { - if (!$delete_flag and @values and $old_cf->Content eq $values[0]) { - shift @values; - next; - } + # keep everything up to the point of difference, delete the rest + my $delete_flag; + foreach my $old_cf (@{$cf_values->ItemsArrayRef}) { + if (!$delete_flag and @values and $old_cf->Content eq $values[0]) { + shift @values; + next; + } - $delete_flag ||= 1; - $old_cf->Delete; - } + $delete_flag ||= 1; + $old_cf->Delete; + } - # now add/replace extra things, if any - foreach my $value (@values) { - my ( $val, $msg ) = $Ticket->AddCustomFieldValue( - Field => $cf, - Value => $value - ); - push ( @results, $msg ); - } - } + # now add/replace extra things, if any + foreach my $value (@values) { + my ( $val, $msg ) = $Ticket->AddCustomFieldValue( + Field => $cf, + Value => $value + ); + push ( @results, $msg ); + } + } else { - push ( @results, "User asked for an unknown update type for custom field " . $cf->Name . " for t icket " . $Ticket->id ); + push ( @results, "User asked for an unknown update type for custom field " . $CustomFieldObj->Na m +e . " for ticket " . $Ticket->id ); } } } From sh.hancock at gmail.com Tue Nov 30 11:56:08 2004 From: sh.hancock at gmail.com (Stephen Hancock) Date: Tue, 30 Nov 2004 11:56:08 -0500 Subject: [rt-users] Re: SiteConfiguration problems (fixed) In-Reply-To: <78c5b141041129205172d05226@mail.gmail.com> References: <78c5b141041129205172d05226@mail.gmail.com> Message-ID: <78c5b1410411300856207400a0@mail.gmail.com> On Mon, 29 Nov 2004 23:51:48 -0500, Stephen Hancock wrote: > I am having a very tough time getting the basic configuration correct. > I get the login screen but the graphics do not show and the bottom of > the initial page (for adding users) is missing. > > I am on Fedora Core 3, apache 1.3.33 and RT 3.2. Mod_perl is comiled > into Apache statically. > My problem was the lack of documentation on exactly what was needed in the settings, coupled with misleading error messages. The error I was getting indicated that the problem was in my Apache configuration. It was not. I finally got the application configured with: RT_SiteConfig.pm Set($rtname , "my.domain.com"); Set($Organization , "domain.com"); Set($DatabasePassword , 'new_password'); Set($DatabaseName , 'rt3'); Set($WebPath , ""); Set($WebBaseURL , "http://rt3.domain.com:80"); Set($WebURL , $WebBaseURL . $WebPath . ""); Set($WebImagesURL , $WebPath . "/NoAuth/images"); HTTPD.CONF ServerName rt3.domain.com DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason RT_SiteConfig.pm rt3.domain.com is defined in hosts for access behind our intranet. From jesse at bestpractical.com Tue Nov 30 12:26:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Nov 2004 12:26:04 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 In-Reply-To: <41AC92A7.2DFADC65@utoronto.ca> References: <419CDD07.7B9D990@utoronto.ca> <41AC92A7.2DFADC65@utoronto.ca> Message-ID: <20041130172604.GK28077@pallas.eruditorum.org> Somewhere, you've typed "RT::mason" instead of "RT::Mason". From jesse at bestpractical.com Tue Nov 30 12:29:34 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Nov 2004 12:29:34 -0500 Subject: [rt-users] History and German umlauts In-Reply-To: <36634.213.70.107.33.1101819490.squirrel@213.70.107.33> References: <36634.213.70.107.33.1101819490.squirrel@213.70.107.33> Message-ID: <20041130172934.GN28077@pallas.eruditorum.org> On Tue, Nov 30, 2004 at 01:58:10PM +0100, Axel Berking wrote: > Hello, > > i'm running rt 3.2.2. on Debian sarge with Apache 3.3.31. > > i have got a display problem with the german umlauts at the ticket history. What version of perl do you have installed? How were the umlauts entered? By web or by mail? If they came in by mail and you're running perl 5.8.3 or newer, could you submit a bug report to rt-bugs at rt3.fsck.com (containing an example) and see if it happens on our server? Jesse From caleb at earnware.com Tue Nov 30 12:53:10 2004 From: caleb at earnware.com (Caleb) Date: Tue, 30 Nov 2004 09:53:10 -0800 Subject: [rt-users] Request Traker 3.2 and RTFM 2.0.4 Message-ID: <181970-2200411230175310130@earnware.com> I have recently done a fresh install of Debian in order to upgrade our system to RT 3.2. I had no problem with the apt-get install of RT but I seem to be having some problems with the database. I did have a backup of our 3.0.11 database and when restored that RT worked fine. My question is this though, does RTFM 2.0.4 work with RT 3.2? And if so could someone point me in the right direction. I was able to get RTFM installed but after I log into RT I get the following error: Error during compilation of /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default: Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/share/request-tracker3.2/lib /usr/share/request-tracker3.2/lib /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default line 20. Stack: [/usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default:20] [RT/FM.pm:20] [/usr/share/perl5/HTML/Mason/Interp.pm:534] [/usr/share/perl5/HTML/Mason/Interp.pm:311] [/usr/share/perl5/HTML/Mason/Request.pm:892] [/usr/share/perl5/HTML/Mason/Request.pm:996] [/usr/share/request-tracker3.2/html/Elements/Callback:81] [/usr/share/request-tracker3.2/html/autohandler:212] BEGIN failed--compilation aborted at /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default line 20. Stack: [/usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default:20] [/usr/share/perl5/HTML/Mason/Interp.pm:534] [/usr/share/perl5/HTML/Mason/Interp.pm:311] [/usr/share/perl5/HTML/Mason/Request.pm:892] [/usr/share/perl5/HTML/Mason/Request.pm:996] [/usr/share/request-tracker3.2/html/Elements/Callback:81] [/usr/share/request-tracker3.2/html/autohandler:212] Any help would be appreciated. Caleb Peters ---------------------------------------------- Technical Support Earnware Corporation ---------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From laas.toom at eenet.ee Tue Nov 30 13:18:17 2004 From: laas.toom at eenet.ee (Laas Toom) Date: Tue, 30 Nov 2004 20:18:17 +0200 Subject: [rt-users] Updating ticket produces blank entries Message-ID: <20041130181817.GA36425@eenet.ee> Hello, I have RT 3.2.2 that was upgraded from 3.0.8 Some time ago i noticed that blank entries are put into ticket history (doing a traceback through tickets i found out that this begun just after the upgrade). It seems that every time the Update.html is called, a blank correspondence/comment is added to the history (blank as in only the system date and the action 'laas - Comments added' is writen into the entry). Further on - when i play around in the Update page with the e-mail addresses that the updates are sent to and 'Saving changes' every step, again entries are put into the history, only this time they contain the subject of the ticket and everything that is written into the messagebox at that time. Also the action's name is different, being correspondence or comment, depending on what i have selected from the drop-down menu before saving changes. All this means that commenting/replying to ticket always produces at least two entries, from which one is empty. And when i change the e-mail addresses, even more entries are created. Is this normal behavior? Best regards, Laas Toom -- EENet Laas.Toom at eenet.ee http://www.eenet.ee From ron.tyro at utoronto.ca Tue Nov 30 14:10:40 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Tue, 30 Nov 2004 14:10:40 -0500 Subject: [rt-users] FreedBSD 4.10 and RT 3-3.0.9 References: <419CDD07.7B9D990@utoronto.ca> <41AC92A7.2DFADC65@utoronto.ca> <20041130172604.GK28077@pallas.eruditorum.org> Message-ID: <41ACC5B0.36A5DB3E@utoronto.ca> Thank you Jesse! That was it. My four eyes couldn't see that. ;) Finally got RT up and running. :) -- Ron Tyro Scotiabank Information Commmons, University of Toronto Jesse Vincent wrote: > > Somewhere, you've typed "RT::mason" instead of "RT::Mason". From age at trackwell.com Tue Nov 30 14:25:06 2004 From: age at trackwell.com (Arnar Gestsson) Date: Tue, 30 Nov 2004 19:25:06 +0000 Subject: [rt-users] RT on Fedora Core 3 using Oracle DB Message-ID: <1101842706.3604.0.camel@localhost.localdomain> Hi there, I've been using RT on RH9.0 using Oracle DB, last week I did an upgrade on the server to FC3, but then the accented characters are not inserted into the DB correctly. What was done was that 1. RH9 -> FC3 2. Apache2.0.48 -> Apache2.0.52 3. mod_perl-1.99_14 - modperl-1.99_17 4. using DBD::Oracle 1.16 5. Oracle 9.2.0 6. RT 3.0.10 I've not been able after the upgrade to insert the accented char correctly, I'm wondering if anyone has a similar setup and stumbled into similar problem. BR. Arnar From jesse at bestpractical.com Tue Nov 30 15:44:07 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Nov 2004 15:44:07 -0500 Subject: [rt-users] Updating ticket produces blank entries In-Reply-To: <20041130181817.GA36425@eenet.ee> References: <20041130181817.GA36425@eenet.ee> Message-ID: <20041130204407.GQ28077@pallas.eruditorum.org> On Tue, Nov 30, 2004 at 08:18:17PM +0200, Laas Toom wrote: > Hello, > > I have RT 3.2.2 that was upgraded from 3.0.8 Laas, Are your database tables in mysql? Are they InnoDB tables or MyISAM tables? MyISAM tables are not supported for RT. Jesse From jesse at bestpractical.com Tue Nov 30 17:54:51 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Nov 2004 17:54:51 -0500 Subject: [rt-users] Wither Mysql 4.1.7? In-Reply-To: <41A16EBD.7050201@ce.berkeley.edu> References: <41A16EBD.7050201@ce.berkeley.edu> Message-ID: <20041130225451.GE11850@pallas.eruditorum.org> On Sun, Nov 21, 2004 at 08:44:45PM -0800, Jon Forrest wrote: > The Wiki says that mysql 4.1.7 does not work with rt 3.2.2 > but doesn't say how or why. I don't know a thing about it. Want to try it and see what sorts of issues you have? > I wonder if someone could comment on this, especially now > that mysql 4.1.7 is the production version, according to > mysql AB. > > Cordially, > Jon Forrest > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From David.Harrison at sensorynetworks.com Tue Nov 30 20:06:36 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Wed, 1 Dec 2004 12:06:36 +1100 Subject: [rt-users] LDAP Auth and file permissions In-Reply-To: <415A072B.7050705@xena.ipaustralia.gov.au> References: <4E13BD0442DACA4D9606CAD98924F09A1F4E4E@srv-nap-atlas-1.net-aptitude.fr> <415A072B.7050705@xena.ipaustralia.gov.au> Message-ID: <20041201010636.GA4404@sensorynetworks.com> Hi All, I'm using RT 3.2.1 and I'm trying to get the LDAP auth going using the User_Local.pm file posted previously. The problem is that it doesn't look like LDAP is seeing the User_Local.pm file, nor does it seem to want to print out debug statements into the log for me. Is there any file permission special-ness that needs to occur ? Cheers Dave From gdunn at inscriber.com Fri Nov 26 09:40:13 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Fri, 26 Nov 2004 09:40:13 -0500 Subject: [Fwd: Re: [rt-users] AW: Deleting 'spam' tickets (Andy Moran)] Message-ID: <41A7404D.2060106@inscriber.com> Andreas Wahlfeldt wrote: >hi andy, > >what you are going to do is EXTREMLY dangerous to the integrety of your >rt-db and as far as i know not supported in any way. >[snip] > > > >>Message: 5 >>Date: Wed, 24 Nov 2004 18:03:31 -0800 >>From: Andy Moran >>Subject: [rt-users] Deleting 'spam' tickets >>To: rt-users at lists.bestpractical.com >>Message-ID: <41A53D73.2030408 at wildbrain.com> >>Content-Type: text/plain; charset=ISO-8859-1 >> >> >>Hello! >> >>We are using RT 2.0.13. Most of our tickets in our ticketing >>databases are a result of spam messages generating tickets. >>Fortunately, those get filtered to another queue where they await >>approval so we don't see them.. However, I feel like they are slowing >>down our ticketing system as there are hundreds of real tickets to >>thousands of spam generated tickets. >> >>It was proposed that we manually go into our postgresql database and >>remove the tickets in question. My questions: Would removing >>(permanently) these tickets be possible, would it adversely effect RT >>somehow that the ticket no longer exists, and would RT reuse those >>ticket numbers at all? >> >> >> If I may be so presumptive to offer some advice, really make sure that your database is the slow link in the RT chain. The point of a database is to be able to access information at any location in the database more or less as fast as anywhere else, and to be honest, even hundreds of thousands of items is something that postgresql should be able to handle without blinking. I guess my point is, don't engage in a possibly destructive activty when it's very unlikely to yield any upside benefits. If you feel the system is slow, start collecting data on what the system is doing when it feels slow. Watch CPU, disk / network utilization. RT (more precisely mod_perl) is a memory and CPU hog. I have a small database that runs comfortably on a dual p3-1GHz / 570MB RAM platform. I was getting complaints until I added the second CPU... Graham -------------- next part -------------- A non-text attachment was scrubbed... Name: gdunn.vcf Type: text/x-vcard Size: 296 bytes Desc: not available URL: