From Ruslan.Zakirov at acronis.com Fri Oct 1 03:14:17 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 01 Oct 2004 11:14:17 +0400 Subject: [rt-users] Upgrade from 3.0.11 to 3.2.2 (Upgrade procedure or new install) In-Reply-To: References: <5E06028B3BE45B05E8B07116@[192.168.200.77]> <97388306-1314-11D9-B455-000A9578CFCC@khera.org> Message-ID: <415D03C9.4040603@acronis.com> John Giles wrote: > > Vivek > Could you be a bit more specific on your last item of your instructions? > 1. Do the RT 3.2.2 installation ? Do it like in README, but use '5b' instead of '5a'. > 2. Followed by 'what' upgrade proceedure ? '5b' is an upgrade procedure that doesn't init db, but upgrade it. > 3. Is the 'applying the schema change' done within in the upgrade section ? yes. read README. Don't forget to copy RT_SiteConfig.pm and also read new config for new options. > > Thank you for your help? > John Giles > > On Thu, 30 Sep 2004 15:11:54 -0400, Vivek Khera wrote: > >> >> On Sep 30, 2004, at 12:10 PM, J?rg Eichhorn wrote: >> >>> Is it possible to install a blank version of 3.2.2 and just fill the >>> database with the existing 3.0.11 db data, or should i install >>> 3.0.11 first and then upgrade to 3.2.2 ? >>> >> >> shut down your old RT web service >> copy the database to the new server using your db tools (mysqldump, >> pg_dump, etc) >> do an install following the "upgrade" procedure, including applying >> the schema changes. >> >> done. >> >> Vivek Khera, Ph.D. >> +1-301-869-4449 x806 >> >> _______________________________________________ >> 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 Fri Oct 1 03:21:23 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 01 Oct 2004 11:21:23 +0400 Subject: [rt-users] Getting Permission Denied when Requestor replies to his own ticket In-Reply-To: References: Message-ID: <415D0573.6050001@acronis.com> Amitabh Mitra wrote: > When a requester creates a ticket and posts a reply to his own ticket > the system is returning Permission Denied > > Any ideas ? 1) Requestor role has no right 'ReplyToTicket' 2) User used different email addresses when created ticket and replied. http://wiki.bestpractical.com/?Rights > > Thanks > Amitabh > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From matthew.watson at staff.netspace.net.au Fri Oct 1 03:12:55 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Fri, 1 Oct 2004 17:12:55 +1000 Subject: [rt-users] Speeding up RT3 Message-ID: <56F211C5E3F24F47B103EA1B253822BE150256@vic-cr-ex1.staff.netspace.net.au> Hi, I'm currently in the process of performance testing RT3 and trying to speed things up where needed. Currently I'm finding that the front page is taking about 10 seconds to load for a non SuperUser (about 2-3 seconds for SU's). Tracking this down, it's the QuickSearch box that is the major slowdown, taking about 6 seconds to load, seeming most of that time is taken up processing the ACL in perl. I haven't dug too far into the ACL system, but is there any way to arrange the privileges that will result in faster ACL calls (eg, only assigning privileges to groups, rather than to individuals,etc). Or any other suggestions short of throwing hardware at the problem? My setup is. RT 3.2.2 Oracle 9.2.0.5 About a million tickets Apache 1.3.27/FastCGI Regards -- Matthew Watson Netspace Online Systems -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.quinney at computing-services.oxford.ac.uk Fri Oct 1 05:10:26 2004 From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney) Date: Fri, 1 Oct 2004 10:10:26 +0100 Subject: [rt-users] HTTP Interface In-Reply-To: <000a01c4a745$40af7880$81a9a8c0@corp.wyops.com> References: <000a01c4a745$40af7880$81a9a8c0@corp.wyops.com> Message-ID: <20041001091026.GC23815@computing-services.oxford.ac.uk> On Thu, Sep 30, 2004 at 05:28:49PM -0600, Daniel Blavos wrote: > Hey all, > > I seem to be having problems getting my HTTP interface to work. I > have tried everything I can think of, and would just like to get out > of the command-line interface. I have Apache 1.3.31 on Debian > GNU/Linux. I also have Perl 5.8.5 installed. My config file is > fine, I just can't get the HTTP Interface to work. > > Any Ideas? You need to be a lot more specific about what doesn't work with the web interface. Do you have any apache logs that show the errors? If so please reply with them. What is your config like for the RT part of apache/httpd.conf? Presuming that you are using the Debian request-tracker3 package, have you followed the instructions in /usr/share/doc/request-tracker3/INSTALL.Debian? Without some more info it is impossible to pinpoint the problem. Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From nisse at dc.ltu.se Fri Oct 1 07:56:14 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 01 Oct 2004 13:56:14 +0200 Subject: [rt-users] Disabling autoreply for specific user. Message-ID: <415D45DE.2020407@dc.ltu.se> Hi! I finally fixed the problem with RT sending 2 autoreplies. Now I am having problem with bounceing email. When the guys who anwers the telephone add a ticket in a queue they set the requestor to the main queue so they gets notified when the fixers have fixed the problem. RT mails away a autoreply to the requestor, but when doing so RT thinks its a bounce and mails root at localhost a warning of a bounce. Can I disable autoreply somewhere for specific users? Or is there a better way to do this? /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 john at trdlnk.com Fri Oct 1 08:04:31 2004 From: john at trdlnk.com (John Giles) Date: Fri, 01 Oct 2004 07:04:31 -0500 Subject: [rt-users] Upgrade from 3.0.11 to 3.2.2 (Upgrade procedure or new install) In-Reply-To: <415D03C9.4040603@acronis.com> References: <5E06028B3BE45B05E8B07116@[192.168.200.77]> <97388306-1314-11D9-B455-000A9578CFCC@khera.org> <415D03C9.4040603@acronis.com> Message-ID: Thank you John Giles On Fri, 01 Oct 2004 11:14:17 +0400, Ruslan U. Zakirov wrote: > John Giles wrote: >> Vivek >> Could you be a bit more specific on your last item of your instructions? >> 1. Do the RT 3.2.2 installation ? > Do it like in README, but use '5b' instead of '5a'. >> 2. Followed by 'what' upgrade proceedure ? > '5b' is an upgrade procedure that doesn't init db, but upgrade it. >> 3. Is the 'applying the schema change' done within in the upgrade >> section ? > yes. read README. > > Don't forget to copy RT_SiteConfig.pm and also read new config for new > options. >> Thank you for your help? >> John Giles >> On Thu, 30 Sep 2004 15:11:54 -0400, Vivek Khera >> wrote: >> >>> >>> On Sep 30, 2004, at 12:10 PM, J?rg Eichhorn wrote: >>> >>>> Is it possible to install a blank version of 3.2.2 and just fill the >>>> database with the existing 3.0.11 db data, or should i install >>>> 3.0.11 first and then upgrade to 3.2.2 ? >>>> >>> >>> shut down your old RT web service >>> copy the database to the new server using your db tools (mysqldump, >>> pg_dump, etc) >>> do an install following the "upgrade" procedure, including applying >>> the schema changes. >>> >>> done. >>> >>> Vivek Khera, Ph.D. >>> +1-301-869-4449 x806 >>> >>> _______________________________________________ >>> 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 vadud3 at gmail.com Fri Oct 1 10:47:12 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 Oct 2004 10:47:12 -0400 Subject: [rt-users] Time Test Message-ID: Hi All Does anyone know how to get the exact time it takes to open a ticket and the exact time it takes to get to the window after clicking the Reply button on a ticket. I tried to use :~$ time wget --http-user=test --http-passwd=pass "http://rt3.example.com/Ticket/Display.html?id=263409" to time the ticket open time on my solaris box, but that did not work. I have two Sun V20z with the same RT3 running. One on Solaris and the other one on Fedora. And I am trying to compare the time to open a ticket and time to get the to the Reply window. I saw something similar to the wget syntax, above, sometime last year in this mailing list. But I can't seem to find it now Thanks for any help with that -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From jesse at bestpractical.com Fri Oct 1 10:56:55 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 1 Oct 2004 10:56:55 -0400 Subject: [rt-users] Speeding up RT3 In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE150256@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE150256@vic-cr-ex1.staff.netspace.net.au> Message-ID: <20041001145655.GC9720@pallas.eruditorum.org> > I'm currently in the process of performance testing RT3 and trying to > speed things up where needed. Currently I'm finding that the front page > is taking about 10 seconds to load for a non SuperUser (about 2-3 > seconds for SU's). What DBIx::SearchBuilder are you running? How many queues do non-superusers have on the front page? > > Tracking this down, it's the QuickSearch box that is the major slowdown, > taking about 6 seconds to load, seeming most of that time is taken up > processing the ACL in perl. > Is that a guess or do you have profiling results? If you don't have profiling results, I'd strongly recommend you use standalone_httpd and Devel::DProf to profile and post those results. Also, what sorts of CPUs are sitting behind that oracle database? Have your DBAs spent time profiling what RT's doing on the database side and looking for index improvements? > > > My setup is. > > > > RT 3.2.2 > > Oracle 9.2.0.5 > > About a million tickets > > Apache 1.3.27/FastCGI > > > > > > > > Regards > > > > -- > > Matthew Watson > > Netspace Online Systems > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From ronan at iol.ie Fri Oct 1 11:21:36 2004 From: ronan at iol.ie (Ronan Mullally) Date: Fri, 1 Oct 2004 16:21:36 +0100 (BST) Subject: [rt-users] Preventing auto-response for a particular requestor Message-ID: I'm trying to tweak RT 3.0.11 to prevent it sending an auto-response message to a particular requestor. Specifically, we've gotten into a ticket system loop with another party and I want to make sure that any messages from their ticketing system don't generate auto-responses on ours. I've tried variations on the following in the Custom Condition of the 'On Create' Scrip without any success: { if($self->TicketObj->RequestorAddresses() =~ "email at address") { return(undef); } else { return(1); } I think I'm missing something obvious, what is it? -Ronan ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From scarver at iesi.com Fri Oct 1 12:08:43 2004 From: scarver at iesi.com (Shawn Carver) Date: Fri, 1 Oct 2004 11:08:43 -0500 Subject: [rt-users] Strange error Message-ID: <96F0E119BD197342A5A1FE07D1DD41E25E4A@mercury.iesi.prv> Hello, When we try to connect to RT, we get the following message, instead of the login page. Any ideas as to what would be causing this? Thanks. Shawn System error error:? RT Couldn't write to session directory '/opt/rt3/var/session_data': DBD::mysql::st execute failed: Can't open file: 'sessions.MYI'. (errno: 145) at /usr/share/perl5/Apache/Session/Store/DBI.pm line 42. Stack: [/usr/share/perl5/Apache/Session/Store/DBI.pm:42] [/usr/share/perl5/Apache/Session.pm:515] [/usr/share/perl5/Apache/Session.pm:462] [/usr/share/perl5/Apache/Session/Store/DBI.pm:42] [/opt/rt3/share/html/autohandler:51] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 64. context:? ...? 60:? }; 61:? undef $cookies{'RT_SID'}; 62:? } 63:? else { 64:? die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 65:? } 66:? } 67:? 68:? if ( !$cookies{'RT_SID'} ) { ...? code stack:? /opt/rt3/share/html/Elements/SetupSessionCookie:64 /opt/rt3/share/html/autohandler:51 -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Fri Oct 1 12:38:01 2004 From: seph at directionless.org (seph) Date: Fri, 01 Oct 2004 12:38:01 -0400 Subject: [rt-users] Re: encrypting fields and email In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590263D2F3@sew01063.maple.fg.rbc.com> (david falkenburger's message of "Thu, 30 Sep 2004 11:02:25 -0400") References: <1AA4003F8D264140917F84EDBF6ED8590263D2F3@sew01063.maple.fg.rbc.com> Message-ID: I'm sorry, y'all seem somewhat confused about how cryptography works and it's making this discussion nonsensical. Backing up several steps... There are 2 basic forms of encryption. Both start knowing the plaintext. Symmetric encryption uses the same key for encryption and decryption. This means that they key is secret, and only people knowing the secret can encrypt or decrypt. Public/Private encryption uses separate keys for the encryption and decryption. The public key is known to all, and is only used to encrypt things, the private key is secret and only used to decrypt things. The public key is never needed for decryption, the private key is never needed for encryption. If you were only concerned about protecting the ticket content in transport, and didn't mind having the server able to read it, you would use public/private. The server would use the public keys for each recipient and encrypt the outgoing data. The clients would then use their private keys to decrypt. Unfortunately, that would mean storing the data in plaintext on the server. The simple approach to solving that problem is to have the client encrypt the data before it reaches the server. However, that has several downsides. The client has to know who it's encrypting the data for, and the server won't be able to index or search data. One possible approach would be to only encrypt fields that didn't need to be indexed, credit card data, for example. The client would handle all the encryption and decryption. Has the aforementioned downside that the client would have to know who to encrypt it to. You couldn't just add a watcher, without also giving them a copy of the key. So now that we have a basic over view of the possibilities, what problem are you trying to solve? My experience in industry is that the most common sort of encryption is to have the data encrypted in the database, to a symmetric key in the application layer. Hardly perfect, but when the app layer needs to work with the data, there's not much else to do. seph From serge.bianda at appiancorp.com Fri Oct 1 12:32:23 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Fri, 1 Oct 2004 12:32:23 -0400 Subject: [rt-users] RT as a virtual host in a working web server not working Message-ID: I have a working web server (webserver.domainname.com) and I installed RT 3.2.1 on that box as a virtual host (rt.domainname.com) and followed all the instructions. Here is my RT config. # Define the directory name to be used for images in rt web # documents. # If you're putting the web ui somewhere other than at the root of # your server # $WebPath requires a leading / but no trailing / Set($WebPath , "/opt/rt3/share/html"); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , "http://rt.domainname.com"); Here is my Apache Config. DocumentRoot /opt/rt3/share/html ServerName rt.appiancorp.com RewriteEngine on ServerAdmin admin at domainname.com AddDefaultCharset UTF-8 RedirectMatch permanent (.*)/$ http://rt.domainname.com$1/index.html PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ErrorLog logs/rt.domainname.com/error_log CustomLog logs/rt.domainname.com/access_log common Here is the problem. When I set the RT configuration setting to reflect this: Set($WebBaseURL , "http://webserver.domainname.com"); and also change the entry to the apache config to RedirectMatch permanent (.*)/$ http://webserver.domainname.com$1/index.html , RT works fine and it's functioning as if it were the main web server on that machine, but when I reverse the all thing and set the RT config to point to rt.domainname.com and the apache config to reflect the same. RT just does not load on the browser and there is no error log in /var/log/messages or to either /var/log/httpd/error_log or even to /var/log/httpd/rt.domainname.com/error_log. So why isn't RT working when it's a virtual host with it's own IP and own domain. Not that the virtual IP is bound to a virtual Ethernet on that server (eth0:1). I can ping that IP, but just can get RT to work as a virtual host From jeff at theorbitor.com Fri Oct 1 12:54:45 2004 From: jeff at theorbitor.com (jeff rak) Date: Fri, 1 Oct 2004 12:54:45 -0400 Subject: [rt-users] RT as a virtual host in a working web server not working In-Reply-To: References: Message-ID: <200410011254.45914.jeff@theorbitor.com> >Here is the problem. When I set the RT configuration setting to > reflect this: Set($WebBaseURL , "http://webserver.domainname.com"); > and also change the entry to the apache config to RedirectMatch > permanent (.*)/$ http://webserver.domainname.com$1/index.html , RT > works fine and it's functioning as if it were the main web server > on that machine, but when I reverse the all thing and set the RT > config to point to >rt.domainname.com and the apache config to reflect the same. RT just >does not load on the browser and there is no error log in >/var/log/messages or to either /var/log/httpd/error_log or even to >/var/log/httpd/rt.domainname.com/error_log. So why isn't RT working > when it's a virtual host with it's own IP and own domain. Not that > the virtual IP is bound to a virtual Ethernet on that server > (eth0:1). I can ping that IP, but just can get RT to work as a > virtual host _______________________________________________ Do you have a valid DNS record to point to rt.domainname.com? In other words, can you ping rt.domainname.com from another computer on the network? -rak From david.falkenburger at rbc.com Fri Oct 1 13:38:28 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Fri, 1 Oct 2004 13:38:28 -0400 Subject: [rt-users] RE: encrypting fields and email Message-ID: <1AA4003F8D264140917F84EDBF6ED85902EC019B@sew01063.maple.fg.rbc.com> Yes, aware of symmetric versus asymmetric encryption. Just protecting the data during transmission can be achieved with SSL, which I do now. I was looking for a way so that if someone compromises the box, had access to the code, all files, there would be no way for them to decrypt the data. So no storing secret encryption keys in the code, in any config file for symmetric encryption. I was thinking along the lines of asymmetric encryption, and yes you are correct that any user that needed to read the data would need a copy of the public key. It could work something like this: - any data that is filled out in a form would be encrypted using a private key that is stored on the server. Having this key would not be of use to anyone since it could not be used to decrypt any of the data - when a record is displayed by the user and the field has encrypted data, JavaScript could perhaps be used along with a copy of the public key to decrypt the data on the client side. Yes this makes things more complicated but it would guarantee that no one could read the data without the public key. Using a secret key stored on the server and using DES or AES encryption would be better than storing data in the clear, and perhaps with field level security and tight physical access restrictions would be enough to satisfy security requirements for sensitive data that may be stored in the database. Perhaps something as simple as a passphrase typed in a form that would allow the application to decrypt a symmetric key that was stored on the server could then be used by the application to further decrypt or encrypt data server side would be sufficient. Actually a very simple solution. The symmetric key could be reencrypted with a new passphrase whenever required, say someone should no longer have access because they left the department or the company. Hmmmm, almost doable with some glue code. Probably still some little gotchas to work out I am sure. Dave -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: Friday, October 01, 2004 12:38 PM To: david.falkenburger at rbc.com Cc: vivek at khera.org; rt-users at lists.bestpractical.com Subject: Re: encrypting fields and email I'm sorry, y'all seem somewhat confused about how cryptography works and it's making this discussion nonsensical. Backing up several steps... There are 2 basic forms of encryption. Both start knowing the plaintext. Symmetric encryption uses the same key for encryption and decryption. This means that they key is secret, and only people knowing the secret can encrypt or decrypt. Public/Private encryption uses separate keys for the encryption and decryption. The public key is known to all, and is only used to encrypt things, the private key is secret and only used to decrypt things. The public key is never needed for decryption, the private key is never needed for encryption. If you were only concerned about protecting the ticket content in transport, and didn't mind having the server able to read it, you would use public/private. The server would use the public keys for each recipient and encrypt the outgoing data. The clients would then use their private keys to decrypt. Unfortunately, that would mean storing the data in plaintext on the server. The simple approach to solving that problem is to have the client encrypt the data before it reaches the server. However, that has several downsides. The client has to know who it's encrypting the data for, and the server won't be able to index or search data. One possible approach would be to only encrypt fields that didn't need to be indexed, credit card data, for example. The client would handle all the encryption and decryption. Has the aforementioned downside that the client would have to know who to encrypt it to. You couldn't just add a watcher, without also giving them a copy of the key. So now that we have a basic over view of the possibilities, what problem are you trying to solve? My experience in industry is that the most common sort of encryption is to have the data encrypted in the database, to a symmetric key in the application layer. Hardly perfect, but when the app layer needs to work with the data, there's not much else to do. seph ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From fabio.cruz at camara.gov.br Fri Oct 1 13:45:23 2004 From: fabio.cruz at camara.gov.br (=?iso-8859-1?Q?F=E1bio_S=E9rgio_Cruz?=) Date: Fri, 1 Oct 2004 14:45:23 -0300 Subject: [rt-users] Login problems with "automatically created user" Message-ID: <20041001174950.A7B422F00F0@epicuro.camara.gov.br> Hi, all, I'm new to RT and need some help. I'm facing this problem: A new user is automatically created whenever a queue receives a message from an email address unknown to RT. This new user is allowed to access RT, but is granted no rights (except, I supose, those given to the Everyone group). However, when this new user tries to log in to RT to keep up with its own tickets - with no password - the login is denied. Is there a default password for this kind of "automatically created user"? Thanks for any help. My setup is: RT 3.2.2 RedHat 9.0 MySQL v4.0 Apache 2.04 Perl v5.8.0 mod_perl v1.9907 Regards, Fabio Cruz Camara dos Deputados From vadud3 at gmail.com Fri Oct 1 14:54:20 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 1 Oct 2004 14:54:20 -0400 Subject: [rt-users] Syslog.pm Error Message-ID: I just installed RT3 on Solaris 9 on SUN V20z and when I try to login I get the follwoing error. Anyone else have seen this error? I thought it is a Syslog.pm bug for Solaris. Thanks for any help no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77^J') called at /usr/local/lib/perl5/5.8.5/Carp.pm line 201 Carp::croak('no connection to syslog available') called at /usr/local/lib/perl5/5.8.5/i86pc-solaris/Sys/Syslog.pm line 430 Sys::Syslog::connect at /usr/local/lib/perl5/5.8.5/i86pc-solaris/Sys/Syslog.pm line 293 Sys::Syslog::syslog('WARNING', '%s', 'unix dgram connect: Socket operation on non-socket at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77^J (/opt/rt3/lib/RT.pm:250)^J') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 Log::Dispatch::Syslog::log_message('Log::Dispatch::Syslog=HASH(0x98bdc6c)', 'level', 'warning', 'name', 'syslog', 'message', 'unix dgram connect: Socket operation on non-socket at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77^J (/opt/rt3/lib/RT.pm:250)^J') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Output.pm line 41 Log::Dispatch::Output::log(undef, 'level', 'warning', 'name', 'syslog', 'message', 'unix dgram connect: Socket operation on non-socket at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77^J') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch.pm line 95 Log::Dispatch::_log_to('Log::Dispatch=HASH(0x98bb7b0)', 'level', 'warning', 'name', 'syslog', 'message', 'unix dgram connect: Socket operation on non-socket at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77^J') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch.pm line 74 Log::Dispatch::log('Log::Dispatch=HASH(0x98bb7b0)', 'level', 'warning', 'message', 'unix dgram connect: Socket operation on non-socket at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77^J') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch.pm line 22 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x98bb7b0)', 'unix dgram connect: Socket operation on non-socket at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77^J') called at /opt/rt3/lib/RT.pm line 250 RT::__ANON__('unix dgram connect: Socket operation on non-socket at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77^J') called at /usr/local/lib/perl5/5.8.5/Carp.pm line 203 Carp::carp('unix dgram connect: Socket operation on non-socket') called at /usr/local/lib/perl5/5.8.5/i86pc-solaris/Sys/Syslog.pm line 428 Sys::Syslog::connect at /usr/local/lib/perl5/5.8.5/i86pc-solaris/Sys/Syslog.pm line 293 Sys::Syslog::syslog('INFO', '%s', 'Successful login for Asif from 198.207.1.7 (/opt/rt3/share/html/autohandler:181)^J') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 Log::Dispatch::Syslog::log_message('Log::Dispatch::Syslog=HASH(0x98bdc6c)', 'level', 'info', 'name', 'syslog', 'message', 'Successful login for Asif from 198.207.1.7 (/opt/rt3/share/html/autohandler:181)^J') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Output.pm line 41 Log::Dispatch::Output::log(undef, 'level', 'info', 'name', 'syslog', 'message', 'Successful login for Asif from 198.207.1.7') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch.pm line 95 Log::Dispatch::_log_to('Log::Dispatch=HASH(0x98bb7b0)', 'level', 'info', 'name', 'syslog', 'message', 'Successful login for Asif from 198.207.1.7') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch.pm line 74 Log::Dispatch::log('Log::Dispatch=HASH(0x98bb7b0)', 'level', 'info', 'message', 'Successful login for Asif from 198.207.1.7') called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch.pm line 22 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x98bb7b0)', 'Successful login for Asif from 208.47.0.166') called at /opt/rt3/share/html/autohandler line 181 HTML::Mason::Commands::__ANON__('pass', 'test', 'user', 'Asif') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9976218)', 'pass', 'test', 'user', 'Asif') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'test', 'user', 'Asif') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9cca3ec)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9cca3ec)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8b7eb8c)', 'Apache=SCALAR(0x991295c)') called at /opt/rt3/bin/webmux.pl line 105 eval {...} at /opt/rt3/bin/webmux.pl line 105 RT::Mason::handler('Apache=SCALAR(0x991295c)') called at /dev/null line 0 eval {...} at /dev/null line 0 -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From jesse at bestpractical.com Fri Oct 1 15:08:28 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 1 Oct 2004 15:08:28 -0400 Subject: [rt-users] Syslog.pm Error In-Reply-To: References: Message-ID: <473F55D6-13DD-11D9-BAA9-000A95AE249E@bestpractical.com> On Oct 1, 2004, at 2:54 PM, Asif Iqbal wrote: > I just installed RT3 on Solaris 9 on SUN V20z and when I try to login > I get the follwoing error. > > Anyone else have seen this error? I thought it is a Syslog.pm bug for > Solaris. > > Thanks for any help > > > no connection to syslog available at > /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 > Asif, perhaps it would help you to consult this posting to RT-Users from last July: http://marc.free.net.ph/message/20030715.071640.1ace5b74.html Author:?Larry Stone Date:?2003-07-15?03:16?-400 To:?Asif Iqbal CC:?Phil Homewood, rt-users Subject:?Re: [rt-users] dumpfile-to-rt3 gives error > > Asif Iqbal wrote: > > > unix passed to setlogsock, but path not available at > > > /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66 > > > > You're using Solaris or HP/UX? > > > > Search the mailing lists, this has been mentioned before. > > Basically, unless you want to hack on the Log::Dispatch > > and/or Sys::Syslog (from memory) modules, you're probably > > better off disabling syslog and logging to file instead. Here's what I noted about fixing the Syslog module to overcome the same problem on Solaris 8: Need to fix lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm In the _init routine, there are args: socket => { type => SCALAR, default => 'unix' }, ...change the default to 'inet', which is what the POD documentation says: default => 'inet' }, ...then syslog will work. -- Larry From jesse at bestpractical.com Fri Oct 1 15:41:56 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 1 Oct 2004 15:41:56 -0400 Subject: [rt-users] ANNOUNCE: Scripted time-based notifications (escalation) available as part of RT 3.2.2 Message-ID: As of RT 3.2.2, RT has built in support for time-based escalations and notifications using the rt-crontool framework. You can read more about setting up these notifications on the wiki at : Tara Andrews built the implementation for Best Practical as part of some work we're doing for a customer. We're excited to be able to share it with the RT user community and appreciate any feedback folks might have. Best, Jesse From Kris.Boutilier at scrd.bc.ca Fri Oct 1 22:34:01 2004 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Fri, 1 Oct 2004 19:34:01 -0700 Subject: [rt-users] Has anyone implemented a per-user 'time worked today' report? Message-ID: <1174450A1968D111AAAF00805FC162AE0120723C@deep_thought.secure.scrd.bc.ca> Just wondering, before I go and reinvent the wheel. Not looking for anything fancy, just a page that provides the logged-in user a summary of the time they've recorded against tickets on a particular calender day (default to today) as well as grand-totals. Would be in RT 3.2.x. Thanks. Kris Boutilier Information Systems Coordinator Sunshine Coast Regional District From matthew.watson at staff.netspace.net.au Sat Oct 2 00:56:44 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Sat, 2 Oct 2004 14:56:44 +1000 Subject: [rt-users] Speeding up RT3 Message-ID: <56F211C5E3F24F47B103EA1B253822BE150261@vic-cr-ex1.staff.netspace.net.au> > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Friday, October 01, 2004 10:57 PM > To: Matthew Watson > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Speeding up RT3 > > > > > I'm currently in the process of performance testing RT3 and trying to > > speed things up where needed. Currently I'm finding that the front page > > is taking about 10 seconds to load for a non SuperUser (about 2-3 > > seconds for SU's). > > What DBIx::SearchBuilder are you running? 1.01 > How many queues do > non-superusers have on the front page? 18 queues, which have the right "SeeQueue","CreatTicket" and "ReplyToTicket" assigned to "Everyone". > > > > Tracking this down, it's the QuickSearch box that is the major slowdown, > > taking about 6 seconds to load, seeming most of that time is taken up > > processing the ACL in perl. > > > > Is that a guess or do you have profiling results? Profiling using MasonX::Profiler. > If you don't have profiling results, I'd strongly recommend you use > standalone_httpd and Devel::DProf to profile and post those results. I'll have a look into doing that. > Also, what sorts of CPUs are sitting behind that oracle database? Have > your DBAs spent time profiling what RT's doing on the database side and > looking for index improvements? I'm not what the CPUs are off hand, it's dual processor sun hardware with 4gb of ram, but I can't remember exactly what, however we have done quite a bit of work making sure the database isn't the cause of the problems, all the queries for the front page take less than 1 second to run (combined). The web front end is a 3ghz p4 with a gig of ram. Also tried running the Web interface on an E450, but that was even slower. Regards, Matt. > > > > > > My setup is. > > > > > > > > RT 3.2.2 > > > > Oracle 9.2.0.5 > > > > About a million tickets > > > > Apache 1.3.27/FastCGI > > > > > > > > > > > > > > > > Regards > > > > > > > > -- > > > > Matthew Watson > > > > Netspace Online Systems > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- 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. From m.mangione at dnshosting.it Sat Oct 2 04:19:48 2004 From: m.mangione at dnshosting.it (Dnshosting.it) Date: Sat, 2 Oct 2004 10:19:48 +0200 Subject: [rt-users] Installing RT on Fedora Core 1 Message-ID: <00d401c4a858$a785d1d0$0200a8c0@colt9ra4slfpg8> Hello, I'm new on rt system. can somebody help me in installation? thanks marco -------------- next part -------------- An HTML attachment was scrubbed... URL: From apb at cequrux.com Sat Oct 2 11:00:42 2004 From: apb at cequrux.com (Alan Barrett) Date: Sat, 2 Oct 2004 17:00:42 +0200 Subject: [rt-users] Preventing auto-response for a particular requestor In-Reply-To: References: Message-ID: <20041002150041.GA1975@apb-laptoy.apb.alt.za> On Fri, 01 Oct 2004, Ronan Mullally wrote: > { > if($self->TicketObj->RequestorAddresses() =~ "email at address") { > return(undef); > } else { > return(1); > } > > I think I'm missing something obvious, what is it? The right hand side of the =~ operator is an regular expression, not a string. Also, "@" is a special character in a Perl double-quoted string (it does an array interpolation), and regular expressions are usually subjected to the same sort of parsing as double-quoted strings. Finally remember that "." is a special character in regular expressions. So you probably want something more like if($self->TicketObj->RequestorAddresses() =~ /email\@address\.example/) or if($self->TicketObj->RequestorAddresses() eq "email\@address.example") or if($self->TicketObj->RequestorAddresses() eq 'email at address.example') --apb (Alan Barrett) From rainer at ultra-secure.de Sat Oct 2 11:38:54 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 02 Oct 2004 17:38:54 +0200 Subject: [rt-users] SATA raid card for FreeBSD box? In-Reply-To: <200409301841642.SM01528@SAMBA> References: <200409301841642.SM01528@SAMBA> Message-ID: <1096731534.4332.14.camel@linux-mobile.example.net> Am Fr, den 01.10.2004 schrieb Brent Wiese um 0:41: > > I'm looking to put RT on FreeBSD box, but want to run it raid > > 5. So far > > I've not found any SATA cards that the manufactures have drivers for. > > What are others using? > > Thanks, > > Jason > > 3ware 8000 or 9000 series cards work great. > > http://www.3ware.com > > I've also used one of the Promise SATA RAID cards (can't remember which > model offhand) and it works well too, but I highly prefer the 3ware card. > Its worth the extra $. Indeed. There's a version of the 3DM monitoring-daemon for FreeBSD that will send you an email when a drive starts to die. 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 jesse at bestpractical.com Sat Oct 2 12:24:58 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 2 Oct 2004 12:24:58 -0400 Subject: [rt-users] Speeding up RT3 In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE150261@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE150261@vic-cr-ex1.staff.netspace.net.au> Message-ID: <9A05FEF6-148F-11D9-BF8C-000A95AE249E@bestpractical.com> >>> >> >> What DBIx::SearchBuilder are you running? > > 1.01 > Go up to the latest. We saw noticable performance improvements using the latest DBIx::SearchBuilder >> How many queues do >> non-superusers have on the front page? > > 18 queues, which have the right "SeeQueue","CreatTicket" and > "ReplyToTicket" assigned to "Everyone". > > > >>> >>> Tracking this down, it's the QuickSearch box that is the major > slowdown, >>> taking about 6 seconds to load, seeming most of that time is taken > up >>> processing the ACL in perl. >>> >> >> Is that a guess or do you have profiling results? > > Profiling using MasonX::Profiler. > *nod* That gets us down to mason component, but won't tell us anything about the underlying libraries ;) >> If you don't have profiling results, I'd strongly recommend you use >> standalone_httpd and Devel::DProf to profile and post those results. > > I'll have a look into doing that. Wonderful. > >> Also, what sorts of CPUs are sitting behind that oracle database? Have >> your DBAs spent time profiling what RT's doing on the database side > and >> looking for index improvements? > > I'm not what the CPUs are off hand, it's dual processor sun hardware > with 4gb of ram, but I can't remember exactly what, however we have > done > quite a bit of work making sure the database isn't the cause of the > problems, all the queries for the front page take less than 1 second to > run (combined). Now _that's's_ interesting. Have you ended up reindexing the Oracle database? If so, I know some folks who would love to see the work you've done. But that points to library issues. And the SearchBuilder issues were the ones that were most visible in our profiling runs here at Best Practical. (These days, much of RT's time is spent in mason rendering the page itself. Amazon.com has been doing a bunch of mason performance work that will significantly improve that in the next big release) Jesse From djones at proofpoint.com Sat Oct 2 14:32:17 2004 From: djones at proofpoint.com (Dayton Jones) Date: Sat, 2 Oct 2004 11:32:17 -0700 Subject: [rt-users] Ticket reopens on reply Message-ID: <9A30794A885AC24FBD56A0196BEBC32B2A9DF0@marathon.exchange.us.proofpoint.com> How can I disable a ticket from being re-opened upon an email reply? Dayton Jones Senior Network Engineer Proofpoint, Inc. djones at proofpoint.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From joerg at die-herberts.de Sat Oct 2 18:03:53 2004 From: joerg at die-herberts.de (Joerg Herbert) Date: Sun, 03 Oct 2004 00:03:53 +0200 Subject: [rt-users] Send an Mail when Article is altered Message-ID: <415F41E9.1218.ED07F2@localhost> Hi all, my Users came up with an interesting question: Is it possible to get an message from RTFM when an Artice is changed, and what changes are made? Like those I can set up for Comment/Correspondance in RT. -- Bye for now, Bis denne, Joerg From joerg at die-herberts.de Sat Oct 2 18:03:53 2004 From: joerg at die-herberts.de (Joerg Herbert) Date: Sun, 03 Oct 2004 00:03:53 +0200 Subject: [rt-users] Can't alter Keywords in RTFM Message-ID: <415F41E9.8117.ED0856@localhost> Hi all, when I change an Keyword in RTFM for an article with existing Keywords, I get the following Errormessage: error: Undefined subroutine &RT::FM::ArticleCFValueCollection called at /usr/share/perl5/RT/FM/Article_Overlay.pm line 1086. context: ... 1082: $cf->Load( $args{'Field'} ); 1083: 1084: #Load up the ObjectKeyword we\'re talking about 1085: 1086: my $values = RT::FM::ArticleCFValueCollection($self- >CurrentUser); 1087: $values->LimitToArticle($self->id); 1088: $values->LimitToCustomField($self->id); 1089: my $CFObjectValue = $values- >HasEntryWithContent($args{'Content'}); 1090: ... code stack: /usr/share/perl5/RT/FM/Article_Overlay.pm:1086 /usr/share/request-tracker3/html/RTFM/Article/Edit.html:206 /usr/share/request-tracker3/html/autohandler:196 My System: Debian sid RT 3.11 (3.0.11-5) RTFM 2.0.3 (2.0.3-1) MYSQL 4.0.21 (4.0.21-6) with INNODB-Tables perl 5.8.4 (5.8.4-2.3) Apache 1.3.31 (1.3.31-6) -- Bye for now, Bis denne, Joerg From joerg at die-herberts.de Sat Oct 2 18:03:53 2004 From: joerg at die-herberts.de (Joerg Herbert) Date: Sun, 03 Oct 2004 00:03:53 +0200 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <41541E47.6010705@subatech.in2p3.fr> References: <41541A39.2080503@dc.ltu.se> Message-ID: <415F41E9.4002.ED08BB@localhost> Hi all, On 24 Sep 2004 at 15:16, Jean-Michel Barbet wrote: > Nils-Erik Svang?rd wrote: > > > Is this to make RT not start its search from ticket nr 1? > > If so how do you search older tickets? > > No, this is because we are currently using req and want to start > using RT at number 3843 to have the same ticket number in both > request-trackers. > > We will have the in parallel and the stop req to use RT exclusively. > > Jean-Michel BARBET. > > By the way, thanks to Matthew Cheale for his answer that I will try > soon. I would be very happy, if you could point me in the right direction, because this I what I am also looking for. (I searched the archive for a good time now with no success.) -- Bye for now, Bis denne, Joerg From matthew.watson at staff.netspace.net.au Sun Oct 3 03:20:55 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Sun, 3 Oct 2004 17:20:55 +1000 Subject: [rt-users] Speeding up RT3 Message-ID: <56F211C5E3F24F47B103EA1B253822BE150267@vic-cr-ex1.staff.netspace.net.au> > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Sunday, October 03, 2004 12:25 AM > To: Matthew Watson > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Speeding up RT3 > > >>> > >> > >> What DBIx::SearchBuilder are you running? > > > > 1.01 > > > Go up to the latest. We saw noticable performance improvements using > the latest DBIx::SearchBuilder > Ok, I've bumped it up to version 1.11. Performance seems to be a lot better. I'm waiting to hear back from some of our staff who are testing. If they are still having issues I'll look further into profiling it with Devel::DProf > Now _that's's_ interesting. Have you ended up reindexing the Oracle > database? If so, I know some folks who would love to see the work > you've done. I'll get a rundown of that from our DBA. Thanks, Regards, Matt. 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. From joerg at die-herberts.de Sun Oct 3 11:00:35 2004 From: joerg at die-herberts.de (Joerg Herbert) Date: Sun, 03 Oct 2004 17:00:35 +0200 Subject: [rt-users] Send an Mail when Article is altered In-Reply-To: <415F41E9.1218.ED07F2@localhost> Message-ID: <41603033.10093.4FFB11@localhost> On 3 Oct 2004 at 0:03, Joerg Herbert wrote: > Hi all, > > my Users came up with an interesting question: > > Is it possible to get an message from RTFM when an Artice is changed, > and what changes are made? Like those I can set up for > Comment/Correspondance in RT. I know that the Users can see the 10 most recently updated acticles, but this didn't work for my users for some reason. -- Bye for now, Bis denne, Joerg From SThomson at uua.org Sun Oct 3 13:03:33 2004 From: SThomson at uua.org (Scott Thomson) Date: Sun, 3 Oct 2004 13:03:33 -0400 Subject: [rt-users] Login problems with "automatically created user" Message-ID: Hey Fabiano, You can set it up so that the autoreply to the initial ticket gives them a password if they don't have one already. Its a pretty cool trick that I'm using on our RT setup. This is explained in the wiki at http://wiki.bestpractical.com/index.cgi?AutogeneratedPasswordRT3 And here as well http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword Good luck, Scott ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of F?bio S?rgio Cruz Sent: Fri 10/1/2004 1:45 PM To: 'rt-users at lists.bestpractical.com' Cc: Fabiano Tomimatsu Subject: [rt-users] Login problems with "automatically created user" Hi, all, I'm new to RT and need some help. I'm facing this problem: A new user is automatically created whenever a queue receives a message from an email address unknown to RT. This new user is allowed to access RT, but is granted no rights (except, I supose, those given to the Everyone group). However, when this new user tries to log in to RT to keep up with its own tickets - with no password - the login is denied. Is there a default password for this kind of "automatically created user"? Thanks for any help. My setup is: RT 3.2.2 RedHat 9.0 MySQL v4.0 Apache 2.04 Perl v5.8.0 mod_perl v1.9907 Regards, Fabio Cruz Camara dos Deputados _______________________________________________ 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 rt at cmh.parliant.com Sun Oct 3 18:11:43 2004 From: rt at cmh.parliant.com (Colin Henein) Date: Sun, 3 Oct 2004 18:11:43 -0400 (EDT) Subject: [rt-users] Option for Priority labels ... Message-ID: <20041003221143.35537.qmail@mail.parliant.com> I have recently upgraded from rt2 to rt-3.2.2. In rt2 I had enjoyed using a patch by Eric Berggren that replaced the numeric priority display throughout RT by labelled equivalents. The numeric priorities can be difficult to use, particularly for those who aren't using the progressive priority features of RT and where RT is being used by non-technical staff. Eric's patch addressed this problem. As far as I can see there has been no equivalent patch to rt3, and (unfortunately) this useful functionality was never rolled into the main rt3 distribution. I have modified Eric's original patch so that it applies to rt-3.2.2. The patch and installation instructions are available here: http://www.parliant.com/~cmh/rt/ If it proves useful, I hope this kind of functionality might be included in the main rt3 distribution in future. Cheers, Colin Henein Parliant Corporation From omacneil at brave.cs.uml.edu Sun Oct 3 21:10:08 2004 From: omacneil at brave.cs.uml.edu (Dan MacNeil) Date: Sun, 3 Oct 2004 21:10:08 -0400 (EDT) Subject: [rt-users] Using RT to manage todo lists for 30 people. In-Reply-To: <20041003221143.35537.qmail@mail.parliant.com> References: <20041003221143.35537.qmail@mail.parliant.com> Message-ID: I'm working with a social service organization that wants to organize their work per person for about 30 people. Is it practical to think of creating 2-3 queues each for 30 people. The queues It would be something like: 1) calls-JohnS projects-JohnS misc-JohnS 2) calls-JaneJ projects-JaneJ misc-JaneJ .... 3) calls-ZenaP projects-ZenaP misc-ZenaP Is there other software that is closer to a group viewable todo list than to a ticket system? >From searching the list archive, it is possible to create a scrip that auto-assigns a ticket in a particular queue to a particular person.... -- God has no hands or feet or voice except ours, and through these, God works. (St. Teresa of Avila) From rt at chaka.net Sun Oct 3 21:10:09 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 3 Oct 2004 21:10:09 -0400 Subject: [rt-users] Using RT to manage todo lists for 30 people. In-Reply-To: References: <20041003221143.35537.qmail@mail.parliant.com> Message-ID: <20041004011009.GA2644@chaka.net> I would do one queue per person with a custom field for calls/projects/misc. It could even be one queue if you base persmissions on ticket ownership. -Todd On Sun, Oct 03, 2004 at 09:10:08PM -0400, Dan MacNeil wrote: > > > I'm working with a social service organization that wants > to organize their work per person for about 30 people. > > Is it practical to think of creating 2-3 queues each for 30 people. > > The queues It would be something like: > > 1) calls-JohnS > projects-JohnS > misc-JohnS > > 2) calls-JaneJ > projects-JaneJ > misc-JaneJ > .... > 3) calls-ZenaP > projects-ZenaP > misc-ZenaP > > Is there other software that is closer to a group viewable todo list than > to a ticket system? > > >From searching the list archive, it is possible to create a scrip that > auto-assigns a ticket in a particular queue to a particular person.... > > -- > God has no hands or feet or voice except ours, and > through these, God works. (St. Teresa of Avila) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From bobg at uic.edu Sun Oct 3 22:12:46 2004 From: bobg at uic.edu (Bob Goldstein) Date: Sun, 03 Oct 2004 21:12:46 -0500 Subject: [rt-users] Using RT to manage todo lists for 30 people. In-Reply-To: Your message of "Sun, 03 Oct 2004 21:10:09 EDT." <20041004011009.GA2644@chaka.net> Message-ID: <200410040212.i942Ck02021583@shark.cc.uic.edu> Or, why not 3 queues -- for calls, projects, and misc? Assign the relevant person as owner. That way you don't have to create/delete queues as people come and go. An appropriate queury would separate them just fine. bobg >I would do one queue per person with a custom field for >calls/projects/misc. It could even be one queue if you >base persmissions on ticket ownership. > >-Todd > >On Sun, Oct 03, 2004 at 09:10:08PM -0400, Dan MacNeil wrote: >> >> >> I'm working with a social service organization that wants >> to organize their work per person for about 30 people. >> >> Is it practical to think of creating 2-3 queues each for 30 people. >> >> The queues It would be something like: >> >> 1) calls-JohnS >> projects-JohnS >> misc-JohnS >> >> 2) calls-JaneJ >> projects-JaneJ >> misc-JaneJ >> .... >> 3) calls-ZenaP >> projects-ZenaP >> misc-ZenaP >> >> Is there other software that is closer to a group viewable todo list than >> to a ticket system? >> >> >From searching the list archive, it is possible to create a scrip that >> auto-assigns a ticket in a particular queue to a particular person.... >> >> -- >> God has no hands or feet or voice except ours, and >> through these, God works. (St. Teresa of Avila) >> >> >> _______________________________________________ >> 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 vivek at khera.org Sun Oct 3 23:00:13 2004 From: vivek at khera.org (Vivek Khera) Date: Sun, 3 Oct 2004 23:00:13 -0400 Subject: [rt-users] Speeding up RT3 In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE150267@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE150267@vic-cr-ex1.staff.netspace.net.au> Message-ID: <83067E3E-15B1-11D9-8083-000A95D14982@khera.org> On Oct 3, 2004, at 3:20 AM, Matthew Watson wrote: >> Now _that's's_ interesting. Have you ended up reindexing the Oracle >> database? If so, I know some folks who would love to see the work >> you've done. > > I'll get a rundown of that from our DBA. I'd be curious to know if my Postgres index changes were applicable to Oracle as well. They currently seem to be very MySQL specific in terms of the way queries are built. I posted them to the devel list (or was it this list) about a month or so ago. From jesse at bestpractical.com Sun Oct 3 23:02:38 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 3 Oct 2004 23:02:38 -0400 Subject: [rt-users] Speeding up RT3 In-Reply-To: <83067E3E-15B1-11D9-8083-000A95D14982@khera.org> References: <56F211C5E3F24F47B103EA1B253822BE150267@vic-cr-ex1.staff.netspace.net.au> <83067E3E-15B1-11D9-8083-000A95D14982@khera.org> Message-ID: On Oct 3, 2004, at 11:00 PM, Vivek Khera wrote: > > On Oct 3, 2004, at 3:20 AM, Matthew Watson wrote: > >>> Now _that's's_ interesting. Have you ended up reindexing the Oracle >>> database? If so, I know some folks who would love to see the work >>> you've done. >> >> I'll get a rundown of that from our DBA. > > I'd be curious to know if my Postgres index changes were applicable to > Oracle as well. They currently seem to be very MySQL specific in > terms of the way queries are built. > > I posted them to the devel list (or was it this list) about a month or > so ago. > On a large Pg site that I've got ties to, we didn't see a whole lot of change with em, actually. j > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From doogles at doogles.com Mon Oct 4 02:46:10 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 4 Oct 2004 01:46:10 -0500 (CDT) Subject: [rt-users] Speeding up RT3 In-Reply-To: References: <56F211C5E3F24F47B103EA1B253822BE150267@vic-cr-ex1.staff.netspace.net.au> <83067E3E-15B1-11D9-8083-000A95D14982@khera.org> Message-ID: All this talk about profiling and indexeing has me playing again tonight. A forewarning, I am not a coder, and I don't do perl. I'm trying desparately to use DProf to figure out where all my time is being burnt up when loading larger tickets -- database? Webserver? Something else? However, I keep getting strange dprofpp errors and numbers that don't make sense (ttoal time in the negatives). This is a relatively clean perl 5.8.5 install (upgraded just yesterday). Am I missing a module? Am I doing something wrong? This appears to work on anything but standalone_httpd & webmux.pl. If I run dprofpp -p rt, I get realistic figures (although, of course, it doesn't actually product any valuable output) which makes me think there is something specific and/or tricky about standalone_http. I'm currently running RT 3.2.2. Thanks! -- [evelocity03:jdiegmueller] [/usr/local/rt/bin] # dprofpp -p standalone_httpd You can connect to your RT server at http://localhost:8080/ [evelocity03:jdiegmueller] [/usr/local/rt/bin] # dprofpp Exporter::Heavy::heavy_export Garbled profile, unexpected exit time stamp at /usr/local/bin/dprofpp line 666, line 755. Faking 12 exit timestamp(s). Total Elapsed Time = -8.35145 Seconds User+System Time = 0 Seconds Exclusive Times %Time ExclSec CumulS #Calls sec/call Csec/c Name 0.00 1.030 1.810 74161 0.0000 0.0000 RT::Record::__Value 0.00 0.918 4.497 14592 0.0001 0.0003 RT::Principal::HasRight 0.00 0.899 2.198 48964 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::new 0.00 0.859 4.387 49090 0.0000 0.0001 RT::Record::LoadByCols 0.00 0.790 0.719 49090 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_gen_alternate_RecordCache_ke y 0.00 0.750 0.516 155929 0.0000 0.0000 DBIx::SearchBuilder::Record::id 0.00 0.720 3.709 49090 0.0000 0.0001 DBIx::SearchBuilder::Record::Cacha ble::LoadByCols 0.00 0.710 0.857 99034 0.0000 0.0000 Cache::Simple::TimedExpiry::fetch 0.00 0.700 0.885 74161 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::__Value 0.00 0.630 1.397 49090 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_lookup_primary_RecordCache_k ey 0.00 0.590 1.103 49090 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_fetch 0.00 0.550 1.319 48964 0.0000 0.0000 DBIx::SearchBuilder::Record::new 0.00 0.540 0.390 99870 0.0000 0.0000 Cache::Simple::TimedExpiry::expire 0.00 0.530 0.383 98278 0.0000 0.0000 RT::Base::CurrentUser 0.00 0.520 0.407 74812 0.0000 0.0000 DBIx::SearchBuilder::Record::__Val ue From rickm at 3d3.com Mon Oct 4 03:14:50 2004 From: rickm at 3d3.com (Rick Measham) Date: Mon, 04 Oct 2004 17:14:50 +1000 Subject: [rt-users] CGI: Making it go faster Message-ID: <1096874090.25564.6.camel@rickm.local> I'm creating a CGI script as a front-end to RT, however RT is very very slow to load. I figure there's ways to use mod_perl to make it faster. Anyone done that? I figure I have to use RT::* in such a way that they stay loaded permanently in Apache. If I can do that then I'm happy. I've not used mod_perl before, so any really simple instructions would be greatly appreciated. Cheers! Rick From Ruslan.Zakirov at acronis.com Mon Oct 4 03:33:22 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 04 Oct 2004 11:33:22 +0400 Subject: [rt-users] CGI: Making it go faster In-Reply-To: <1096874090.25564.6.camel@rickm.local> References: <1096874090.25564.6.camel@rickm.local> Message-ID: <4160FCC2.1070205@acronis.com> Rick Measham wrote: > I'm creating a CGI script as a front-end to RT, however RT is very very > slow to load. I figure there's ways to use mod_perl to make it faster. > Anyone done that? Many of rt-users use mod_perl or FastCGI. > > I figure I have to > use RT::* > in such a way that they stay loaded permanently in Apache. If I can do > that then I'm happy. > > I've not used mod_perl before, so any really simple instructions would > be greatly appreciated. First of all, you have to install it. 1.x version: http://perl.apache.org/docs/1.0/guide/install.html http://wiki.bestpractical.com/?ManualApache describe procedure too. 2.x is beta, but last releases is stable enough. Please don't try to use old packages. http://perl.apache.org/docs/2.0/user/install/install.html Don't ignore 1.x docs cause it has good instructions that is still applicable to 2.x, for example http://perl.apache.org/docs/1.0/guide/install.html#How_can_I_tell_whether_mod_perl_is_running_ > > 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 From cpwe at deakin.edu.au Mon Oct 4 03:36:38 2004 From: cpwe at deakin.edu.au (Christopher Welsh) Date: Mon, 04 Oct 2004 17:36:38 +1000 Subject: [rt-users] Winbind or SFU for RT? War stories? Message-ID: <4160FD86.80800@deakin.edu.au> Hi, I wish for RT to use the existing Active Directory Authentication. I'm sure this would have been discussed before, but can anyone share their stories on how they got it going, and any things to be careful about? You can post here or directly to me and I will summarize. Thanks, Chris Welsh ps. How do I get a simple anonymous or guest web ticket entry page happening? (So they do not need to auth) Good/Bad idea? If you have received this email in error, please immediately advise the sender by return email and delete the email message and any attachments from your system. No confidentiality or privilege is waived or lost by mistransmission. Any views expressed in this message are those of the individual sender, except where the message states otherwise and the sender is authorized to state them to be the views of St Joseph's College, Geelong +61 3 5226-8100. Whilst we use software to detect viruses we exclude all liability for the presence of any virus or alike in any email message or attachments. From Jean-Michel.Barbet at subatech.in2p3.fr Mon Oct 4 03:44:16 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Mon, 04 Oct 2004 09:44:16 +0200 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <415F41E9.4002.ED08BB@localhost> References: <41541A39.2080503@dc.ltu.se> <415F41E9.4002.ED08BB@localhost> Message-ID: <4160FF50.6000302@subatech.in2p3.fr> Joerg Herbert wrote: > Hi all, > > On 24 Sep 2004 at 15:16, Jean-Michel Barbet wrote: > > >>Nils-Erik Svang?rd wrote: >> >> >>>Is this to make RT not start its search from ticket nr 1? >>>If so how do you search older tickets? >> >>No, this is because we are currently using req and want to start >>using RT at number 3843 to have the same ticket number in both >>request-trackers. >> >>We will have the in parallel and the stop req to use RT exclusively. >> >>Jean-Michel BARBET. >> >>By the way, thanks to Matthew Cheale for his answer that I will try >>soon. > > > I would be very happy, if you could point me in the right direction, > because this I what I am also looking for. (I searched the archive > for a good time now with no success.) > Note : I use MySQL, commands may have to be adapted for another database. a) connect to your database, as a user with enough rights on the database rt3 (I used root) : mysql -u root -p Password: ********* b) select the rt3 base and update the Ticket table : mysql>use rt3; mysql>alter table Tickets auto_increment=3846; I had to give more than one try and, still I do not remember if the number to put here is the next number to use or the current one, in which case the next will be this one plus one. Jean-Michel BARBET. -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From rickm at 3d3.com Mon Oct 4 03:46:35 2004 From: rickm at 3d3.com (Rick Measham) Date: Mon, 04 Oct 2004 17:46:35 +1000 Subject: [rt-users] CGI: Making it go faster In-Reply-To: <4160FCC2.1070205@acronis.com> References: <1096874090.25564.6.camel@rickm.local> <4160FCC2.1070205@acronis.com> Message-ID: <1096875994.25564.10.camel@rickm.local> On Mon, 2004-10-04 at 17:33, Ruslan U. Zakirov wrote: > Many of rt-users use mod_perl or FastCGI. I didn't think I could use RT without them ... they're installed and working. RT works fine and is fast enough, however I have my own front end for it. The front end works fine, however it takes years to load and page (5 seconds) that requires RT interaction. It's probably more a question for mod_perl than for RT, but I'm trying to find a quick example of how to make things work quicker in my own front end :) Thanks and Cheers! Rick From ian.gilmour at ffei.co.uk Mon Oct 4 03:57:17 2004 From: ian.gilmour at ffei.co.uk (Ian Gilmour) Date: Mon, 4 Oct 2004 08:57:17 +0100 Subject: [rt-users] RT1 to RT2 to RT3 upgrade Message-ID: <334D05460466D311A5E8009027AC788603880C6E@hhmail1.hh.ffei.co.uk> Hi, I've just started upgrading our current RT1.0.7 to RT2.0.15 on the way to RT3.2.1 and I have a couple of problems with the import-1.0-to-2.0 script. Is the import-1.0-to-2.0 from http://download.bestpractical.com/pub//rt/contrib/2.0/rt-addons/ still the current one? If so then has anyone else had problems migrating tickets with Areas defined across from RT1 to RT2? The area info seems to get disabled in the tickets when I run it. And the history on all the imported RT1 tickets shows the time of any transactions/changes as the time of the import - losing a lot of useful info in the process. Am I missing a conversion step somewhere? Is this expected behaviour? Is there an alternative method that retains all the info? Thanks in advance. cheers, Ian Gilmour ---------------------------------------------------------------------------- CONFIDENTIALITY AND DISCLAIMER NOTICE This message and any attachment is confidential and is protected by copyright. If you are not the intended recipient, please email the sender or telephone +44 (0)1442 213440 and delete this message and any attachment from your system. Dissemination and or copying of this email is prohibited if you are not the intended recipient. We believe, but do not warrant, that this email and any attachments are virus free. You should take full responsibility for virus checking. No responsibility is accepted by FUJIFILM Electronic Imaging Limited for personal emails or emails unconnected with FUJIFILM Electronic Imaging Limited's business. ---------------------------------------------------------------------------- From matthew.watson at staff.netspace.net.au Mon Oct 4 04:31:05 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Mon, 4 Oct 2004 18:31:05 +1000 Subject: [rt-users] Speeding up RT3 Message-ID: <56F211C5E3F24F47B103EA1B253822BE1502A5@vic-cr-ex1.staff.netspace.net.au> Funny you should mention this.. I'm having exactly the same Problems DProf is giving me a lot of these errors unstacked calls in outer Garbled profile is missing some exit time stamps: The only way I can get it to show results is with dprofpp -F And this is what comes out Total Elapsed Time = -4.27563 Seconds User+System Time = 0 Seconds Exclusive Times %Time ExclSec CumulS #Calls sec/call Csec/c Name 0.00 7.492 12.054 18 0.4162 0.6697 Locale::Maketext::Lexicon::Gettext ::parse 0.00 3.903 4.564 34594 0.0001 0.0001 Locale::Maketext::Lexicon::Gettext ::transform 0.00 0.589 13.217 2 0.2946 6.6083 Locale::Maketext::Lexicon::import 0.00 0.540 0.486 29981 0.0000 0.0000 Encode::decode_utf8 0.00 0.519 0.547 18 0.0288 0.0304 Locale::Maketext::Lexicon::lexicon _get_ 0.00 0.448 1.313 32 0.0140 0.0410 HTML::Mason::Commands::BEGIN 0.00 0.207 0.292 1 0.2069 0.2924 Convert::ASN1::parser::yyparse 0.00 0.189 0.891 12 0.0158 0.0743 RT::I18N::BEGIN 0.00 0.179 0.651 18 0.0099 0.0361 RT::Tickets::BEGIN 0.00 0.169 0.188 15 0.0113 0.0126 Convert::ASN1::BEGIN 0.00 0.149 2.173 13 0.0115 0.1672 RT::Record::BEGIN 0.00 0.148 0.166 6 0.0247 0.0276 DBIx::SearchBuilder::Handle::BEGIN 0.00 0.139 1.594 14 0.0099 0.1138 RT::User::BEGIN 0.00 0.129 3.839 13 0.0099 0.2953 RT::Mason::BEGIN 0.00 0.129 0.719 9 0.0143 0.0799 Net::LDAP::BEGIN Which doesn't look quite right, are these the same issues you are getting? Matthew Watson > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jason A. Diegmueller > Sent: Monday, 4 October 2004 2:46 PM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Speeding up RT3 > > All this talk about profiling and indexeing has me playing again tonight. > A forewarning, I am not a coder, and I don't do perl. > > I'm trying desparately to use DProf to figure out where all my time is > being burnt up when loading larger tickets -- database? Webserver? > Something else? However, I keep getting strange dprofpp errors > and numbers that don't make sense (ttoal time in the negatives). > > This is a relatively clean perl 5.8.5 install (upgraded just yesterday). > > Am I missing a module? Am I doing something wrong? > > This appears to work on anything but standalone_httpd & webmux.pl. If I > run dprofpp -p rt, I get realistic figures (although, of course, it > doesn't actually product any valuable output) which makes me think there > is something specific and/or tricky about standalone_http. > > I'm currently running RT 3.2.2. > > Thanks! > > -- > > [evelocity03:jdiegmueller] [/usr/local/rt/bin] # dprofpp -p > standalone_httpd > You can connect to your RT server at http://localhost:8080/ > > > > [evelocity03:jdiegmueller] [/usr/local/rt/bin] # dprofpp > Exporter::Heavy::heavy_export > Garbled profile, unexpected exit time stamp at /usr/local/bin/dprofpp line > 666, line 755. > > Faking 12 exit timestamp(s). > Total Elapsed Time = -8.35145 Seconds > User+System Time = 0 Seconds > Exclusive Times > %Time ExclSec CumulS #Calls sec/call Csec/c Name > 0.00 1.030 1.810 74161 0.0000 0.0000 RT::Record::__Value > 0.00 0.918 4.497 14592 0.0001 0.0003 RT::Principal::HasRight > 0.00 0.899 2.198 48964 0.0000 0.0000 > DBIx::SearchBuilder::Record::Cacha > ble::new > 0.00 0.859 4.387 49090 0.0000 0.0001 RT::Record::LoadByCols > 0.00 0.790 0.719 49090 0.0000 0.0000 > DBIx::SearchBuilder::Record::Cacha > > ble::_gen_alternate_RecordCache_ke > y > 0.00 0.750 0.516 155929 0.0000 0.0000 > DBIx::SearchBuilder::Record::id > 0.00 0.720 3.709 49090 0.0000 0.0001 > DBIx::SearchBuilder::Record::Cacha > ble::LoadByCols > 0.00 0.710 0.857 99034 0.0000 0.0000 > Cache::Simple::TimedExpiry::fetch > 0.00 0.700 0.885 74161 0.0000 0.0000 > DBIx::SearchBuilder::Record::Cacha > ble::__Value > 0.00 0.630 1.397 49090 0.0000 0.0000 > DBIx::SearchBuilder::Record::Cacha > > ble::_lookup_primary_RecordCache_k > ey > 0.00 0.590 1.103 49090 0.0000 0.0000 > DBIx::SearchBuilder::Record::Cacha > ble::_fetch > 0.00 0.550 1.319 48964 0.0000 0.0000 > DBIx::SearchBuilder::Record::new > 0.00 0.540 0.390 99870 0.0000 0.0000 > Cache::Simple::TimedExpiry::expire > 0.00 0.530 0.383 98278 0.0000 0.0000 RT::Base::CurrentUser > 0.00 0.520 0.407 74812 0.0000 0.0000 > DBIx::SearchBuilder::Record::__Val > ue > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com 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. From nisse at dc.ltu.se Mon Oct 4 05:19:13 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Mon, 04 Oct 2004 11:19:13 +0200 Subject: [rt-users] Scrips not visable in configuration Message-ID: <41611591.5000707@dc.ltu.se> Hello! When I click on global and scrips, no scrips are displayed, this even though I am superuser. Someone on this list suggested that I should turn on SQL-logging and supply the SQLstatement that RT runs. I think I have figured out what the problem is, when I run this query by hand in mysql mysql> select id,Description,Queue from Scrips where Queue='0'; +----+-------------+-------+ | id | Description | Queue | +----+-------------+-------+ | 1 | NULL | 0 | | 2 | NULL | 0 | | 3 | NULL | 0 | | 6 | NULL | 0 | | 7 | NULL | 0 | | 9 | NULL | 0 | +----+-------------+-------+ 6 rows in set (0.00 sec) this is not very unlike the query RT runs3 which looks like SELECT main.* FROM Scrips main WHERE ((main.Queue = '0')) Could it be that the thing that is displayed when configuring is the Description (it seems logical) and when it is NULL in the databases, NULL is displayed eg. nothing is displayed. So my questions are: Is it safe to just add a description to a existing scrip? Can someone do select id,Description,Queue from Scrips where Queue='0'; so I know what to name them? Comments? /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 nisse at dc.ltu.se Mon Oct 4 05:29:02 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Mon, 04 Oct 2004 11:29:02 +0200 Subject: [rt-users] JumpToQueue script Message-ID: <416117DE.40003@dc.ltu.se> Hi! I have just asked questions on this mailinglist, I thougt that I should contribute something also. Before upgrading we used a small script to fast jump between queues, that script stopped working when upgrading to RT3.2.1. I have done a rewrite of that script. Just cut and put in a file, I named it JumpToQueue, move it to Elements. You can call it from Seach/Results.html by adding <& Elements/JumpToQueue &> where you want it, I put it right after the license block. Enjoy! /nisse cut here ----------------------
 
<%INIT> my $Queues = RT::Queues->new($session{'CurrentUser'}); $Queues->UnLimit(); my $Tickets = RT::Tickets->new($session{'CurrentUser'}); -- <+--// \\--+> 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 Ruslan.Zakirov at acronis.com Mon Oct 4 05:56:03 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 04 Oct 2004 13:56:03 +0400 Subject: [rt-users] CGI: Making it go faster In-Reply-To: <1096875994.25564.10.camel@rickm.local> References: <1096874090.25564.6.camel@rickm.local> <4160FCC2.1070205@acronis.com> <1096875994.25564.10.camel@rickm.local> Message-ID: <41611E33.7090506@acronis.com> Rick Measham wrote: > On Mon, 2004-10-04 at 17:33, Ruslan U. Zakirov wrote: > >>Many of rt-users use mod_perl or FastCGI. > > > I didn't think I could use RT without them ... they're installed and You can run RT with standalone httpd or in pure CGI. > working. RT works fine and is fast enough, however I have my own front > end for it. The front end works fine, however it takes years to load and > page (5 seconds) that requires RT interaction. > > It's probably more a question for mod_perl than for RT, but I'm trying > to find a quick example of how to make things work quicker in my own > front end :) Yes, it's OT here. mod_perl project has very responsible mailing list. You can start from Apache::Registry. > > Thanks and Cheers! > Rick > > From m.mangione at dnshosting.it Mon Oct 4 06:05:10 2004 From: m.mangione at dnshosting.it (Dnshosting.it) Date: Mon, 4 Oct 2004 12:05:10 +0200 Subject: [rt-users] help Message-ID: <000001c4a9f9$a2c5a830$0100a8c0@coltlgumdasg3j> Hello, i'v performet a correct installation of rt 3.2.2. but only incoming email dont work. i use sendmail how can i configure it? i dont found any documentation on this.. marco -------------- next part -------------- An HTML attachment was scrubbed... URL: From doogles at doogles.com Mon Oct 4 10:19:48 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 4 Oct 2004 09:19:48 -0500 (CDT) Subject: [rt-users] Speeding up RT3 In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE1502A5@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE1502A5@vic-cr-ex1.staff.netspace.net.au> Message-ID: Matthew-- Yes, that's precisely my problem. -F ("faking timestamps"?) will provide output, but as with your case, the times are all of (total elapsed time is negative, which is of course impossible). perl 5.8.5 RT 3.2.2 I tried this on an RT 3.0.12 insance as well, same deal. This appears only to affect webmux.pl, because I can run it against any other perl scripts ("rt help", as an example) and get sane (albeit useless) numbers. Devel::Profiler appears to return sane numbers when run against webmux.pl, however I can't get it to work recursively (ie, if I run it against standalone_httpd it doesn't profile the behavior of webmux.pl). -jd On Mon, 4 Oct 2004, Matthew Watson wrote: > Funny you should mention this.. I'm having exactly the same > Problems > > DProf is giving me a lot of these errors > > unstacked calls in outer > Garbled profile is missing some exit time stamps: > > The only way I can get it to show results is with dprofpp -F > > And this is what comes out > > Total Elapsed Time = -4.27563 Seconds > User+System Time = 0 Seconds > Exclusive Times > %Time ExclSec CumulS #Calls sec/call Csec/c Name > 0.00 7.492 12.054 18 0.4162 0.6697 > Locale::Maketext::Lexicon::Gettext > ::parse > 0.00 3.903 4.564 34594 0.0001 0.0001 > Locale::Maketext::Lexicon::Gettext > ::transform > 0.00 0.589 13.217 2 0.2946 6.6083 > Locale::Maketext::Lexicon::import > 0.00 0.540 0.486 29981 0.0000 0.0000 Encode::decode_utf8 > 0.00 0.519 0.547 18 0.0288 0.0304 > Locale::Maketext::Lexicon::lexicon > _get_ > 0.00 0.448 1.313 32 0.0140 0.0410 > HTML::Mason::Commands::BEGIN > 0.00 0.207 0.292 1 0.2069 0.2924 > Convert::ASN1::parser::yyparse > 0.00 0.189 0.891 12 0.0158 0.0743 RT::I18N::BEGIN > 0.00 0.179 0.651 18 0.0099 0.0361 RT::Tickets::BEGIN > 0.00 0.169 0.188 15 0.0113 0.0126 Convert::ASN1::BEGIN > 0.00 0.149 2.173 13 0.0115 0.1672 RT::Record::BEGIN > 0.00 0.148 0.166 6 0.0247 0.0276 > DBIx::SearchBuilder::Handle::BEGIN > 0.00 0.139 1.594 14 0.0099 0.1138 RT::User::BEGIN > 0.00 0.129 3.839 13 0.0099 0.2953 RT::Mason::BEGIN > 0.00 0.129 0.719 9 0.0143 0.0799 Net::LDAP::BEGIN > > > Which doesn't look quite right, are these the same issues you are > getting? > > > Matthew Watson > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Jason A. Diegmueller >> Sent: Monday, 4 October 2004 2:46 PM >> To: rt-users at lists.fsck.com >> Subject: Re: [rt-users] Speeding up RT3 >> >> All this talk about profiling and indexeing has me playing again > tonight. >> A forewarning, I am not a coder, and I don't do perl. >> >> I'm trying desparately to use DProf to figure out where all my time is >> being burnt up when loading larger tickets -- database? Webserver? >> Something else? However, I keep getting strange dprofpp errors >> and numbers that don't make sense (ttoal time in the negatives). >> >> This is a relatively clean perl 5.8.5 install (upgraded just > yesterday). >> >> Am I missing a module? Am I doing something wrong? >> >> This appears to work on anything but standalone_httpd & webmux.pl. If > I >> run dprofpp -p rt, I get realistic figures (although, of course, it >> doesn't actually product any valuable output) which makes me think > there >> is something specific and/or tricky about standalone_http. >> >> I'm currently running RT 3.2.2. >> >> Thanks! >> >> -- >> >> [evelocity03:jdiegmueller] [/usr/local/rt/bin] # dprofpp -p >> standalone_httpd >> You can connect to your RT server at http://localhost:8080/ >> >> >> >> [evelocity03:jdiegmueller] [/usr/local/rt/bin] # dprofpp >> Exporter::Heavy::heavy_export >> Garbled profile, unexpected exit time stamp at /usr/local/bin/dprofpp > line >> 666, line 755. >> >> Faking 12 exit timestamp(s). >> Total Elapsed Time = -8.35145 Seconds >> User+System Time = 0 Seconds >> Exclusive Times >> %Time ExclSec CumulS #Calls sec/call Csec/c Name >> 0.00 1.030 1.810 74161 0.0000 0.0000 RT::Record::__Value >> 0.00 0.918 4.497 14592 0.0001 0.0003 RT::Principal::HasRight >> 0.00 0.899 2.198 48964 0.0000 0.0000 >> DBIx::SearchBuilder::Record::Cacha >> ble::new >> 0.00 0.859 4.387 49090 0.0000 0.0001 RT::Record::LoadByCols >> 0.00 0.790 0.719 49090 0.0000 0.0000 >> DBIx::SearchBuilder::Record::Cacha >> >> ble::_gen_alternate_RecordCache_ke >> y >> 0.00 0.750 0.516 155929 0.0000 0.0000 >> DBIx::SearchBuilder::Record::id >> 0.00 0.720 3.709 49090 0.0000 0.0001 >> DBIx::SearchBuilder::Record::Cacha >> ble::LoadByCols >> 0.00 0.710 0.857 99034 0.0000 0.0000 >> Cache::Simple::TimedExpiry::fetch >> 0.00 0.700 0.885 74161 0.0000 0.0000 >> DBIx::SearchBuilder::Record::Cacha >> ble::__Value >> 0.00 0.630 1.397 49090 0.0000 0.0000 >> DBIx::SearchBuilder::Record::Cacha >> >> ble::_lookup_primary_RecordCache_k >> ey >> 0.00 0.590 1.103 49090 0.0000 0.0000 >> DBIx::SearchBuilder::Record::Cacha >> ble::_fetch >> 0.00 0.550 1.319 48964 0.0000 0.0000 >> DBIx::SearchBuilder::Record::new >> 0.00 0.540 0.390 99870 0.0000 0.0000 >> Cache::Simple::TimedExpiry::expire >> 0.00 0.530 0.383 98278 0.0000 0.0000 RT::Base::CurrentUser >> 0.00 0.520 0.407 74812 0.0000 0.0000 >> DBIx::SearchBuilder::Record::__Val >> ue >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > 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. > > From rt at chaka.net Mon Oct 4 09:47:51 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 4 Oct 2004 09:47:51 -0400 Subject: [rt-users] Scrips not visable in configuration In-Reply-To: <41611591.5000707@dc.ltu.se> References: <41611591.5000707@dc.ltu.se> Message-ID: <20041004134750.GB2644@chaka.net> RT's default scips ship with no descriptions. On Mon, Oct 04, 2004 at 11:19:13AM +0200, Nils-Erik Svang?rd wrote: > Hello! > When I click on global and scrips, no scrips are displayed, this even > though I am superuser. > Someone on this list suggested that I should turn on SQL-logging and > supply the SQLstatement that RT runs. > I think I have figured out what the problem is, when I run this query by > hand in mysql > mysql> select id,Description,Queue from Scrips where Queue='0'; > +----+-------------+-------+ > | id | Description | Queue | > +----+-------------+-------+ > | 1 | NULL | 0 | > | 2 | NULL | 0 | > | 3 | NULL | 0 | > | 6 | NULL | 0 | > | 7 | NULL | 0 | > | 9 | NULL | 0 | > +----+-------------+-------+ > 6 rows in set (0.00 sec) > this is not very unlike the query RT runs3 which looks like SELECT > main.* FROM Scrips main WHERE ((main.Queue = '0')) > Could it be that the thing that is displayed when configuring is the > Description (it seems logical) and when it is NULL in the databases, > NULL is displayed eg. nothing is displayed. > So my questions are: > Is it safe to just add a description to a existing scrip? > Can someone do select id,Description,Queue from Scrips where Queue='0'; > so I know what to name them? > Comments? > /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 > <+--\\ //--+> > > _______________________________________________ > 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 Oct 4 11:19:25 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Oct 2004 11:19:25 -0400 Subject: [rt-users] Speeding up RT3 In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE1502A5@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE1502A5@vic-cr-ex1.staff.netspace.net.au> Message-ID: <20041004151925.GH9720@pallas.eruditorum.org> On Mon, Oct 04, 2004 at 06:31:05PM +1000, Matthew Watson wrote: > Funny you should mention this.. I'm having exactly the same > Problems > > DProf is giving me a lot of these errors Create a mason page that contains only % exit; and call that after your test. Wken you kill the process, dprof doesn't deal with exit conditions normally. From nisse at dc.ltu.se Mon Oct 4 11:20:41 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Mon, 04 Oct 2004 17:20:41 +0200 Subject: [rt-users] Scrips not visable in configuration In-Reply-To: <20041004134750.GB2644@chaka.net> References: <41611591.5000707@dc.ltu.se> <20041004134750.GB2644@chaka.net> Message-ID: <41616A49.4000705@dc.ltu.se> Todd Chapman wrote: >RT's default scips ship with no descriptions. > >On Mon, Oct 04, 2004 at 11:19:13AM +0200, Nils-Erik Svang?rd wrote: > > >>Hello! >>When I click on global and scrips, no scrips are displayed, this even >>though I am superuser. >>Someone on this list suggested that I should turn on SQL-logging and >>supply the SQLstatement that RT runs. >>I think I have figured out what the problem is, when I run this query by >>hand in mysql >>mysql> select id,Description,Queue from Scrips where Queue='0'; >>+----+-------------+-------+ >>| id | Description | Queue | >>+----+-------------+-------+ >>| 1 | NULL | 0 | >>| 2 | NULL | 0 | >>| 3 | NULL | 0 | >>| 6 | NULL | 0 | >>| 7 | NULL | 0 | >>| 9 | NULL | 0 | >>+----+-------------+-------+ >>6 rows in set (0.00 sec) >>this is not very unlike the query RT runs3 which looks like SELECT >>main.* FROM Scrips main WHERE ((main.Queue = '0')) >>Could it be that the thing that is displayed when configuring is the >>Description (it seems logical) and when it is NULL in the databases, >>NULL is displayed eg. nothing is displayed. >>So my questions are: >>Is it safe to just add a description to a existing scrip? >>Can someone do select id,Description,Queue from Scrips where Queue='0'; >>so I know what to name them? >>Comments? >>/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 >><+--\\ //--+> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> So I cant change them? I have the same problem with the Templates. How can I edit the default template if its not displayed? /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 rt at chaka.net Mon Oct 4 10:59:29 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 4 Oct 2004 10:59:29 -0400 Subject: [rt-users] Scrips not visable in configuration In-Reply-To: <41616A49.4000705@dc.ltu.se> References: <41611591.5000707@dc.ltu.se> <20041004134750.GB2644@chaka.net> <41616A49.4000705@dc.ltu.se> Message-ID: <20041004145929.GC2644@chaka.net> Yes, you change the description. I don't know why your scrips don't display. I was just letting you know that default scrips having no description is normal. -Todd On Mon, Oct 04, 2004 at 05:20:41PM +0200, Nils-Erik Svang?rd wrote: > Todd Chapman wrote: > > >RT's default scips ship with no descriptions. > > > >On Mon, Oct 04, 2004 at 11:19:13AM +0200, Nils-Erik Svang?rd wrote: > > > > > >>Hello! > >>When I click on global and scrips, no scrips are displayed, this even > >>though I am superuser. > >>Someone on this list suggested that I should turn on SQL-logging and > >>supply the SQLstatement that RT runs. > >>I think I have figured out what the problem is, when I run this query by > >>hand in mysql > >>mysql> select id,Description,Queue from Scrips where Queue='0'; > >>+----+-------------+-------+ > >>| id | Description | Queue | > >>+----+-------------+-------+ > >>| 1 | NULL | 0 | > >>| 2 | NULL | 0 | > >>| 3 | NULL | 0 | > >>| 6 | NULL | 0 | > >>| 7 | NULL | 0 | > >>| 9 | NULL | 0 | > >>+----+-------------+-------+ > >>6 rows in set (0.00 sec) > >>this is not very unlike the query RT runs3 which looks like SELECT > >>main.* FROM Scrips main WHERE ((main.Queue = '0')) > >>Could it be that the thing that is displayed when configuring is the > >>Description (it seems logical) and when it is NULL in the databases, > >>NULL is displayed eg. nothing is displayed. > >>So my questions are: > >>Is it safe to just add a description to a existing scrip? > >>Can someone do select id,Description,Queue from Scrips where Queue='0'; > >>so I know what to name them? > >>Comments? > >>/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 > >><+--\\ //--+> > >> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > >> > >> > So I cant change them? > I have the same problem with the Templates. > How can I edit the default template if its not displayed? > /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 doogles at doogles.com Mon Oct 4 12:33:18 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 4 Oct 2004 11:33:18 -0500 (CDT) Subject: [rt-users] Speeding up RT3 In-Reply-To: <20041004151925.GH9720@pallas.eruditorum.org> References: <56F211C5E3F24F47B103EA1B253822BE1502A5@vic-cr-ex1.staff.netspace.net.au> <20041004151925.GH9720@pallas.eruditorum.org> Message-ID: Jesse-- Ok, great. I created a local/html/Elements/Quit with % exit; as you suggest. Now, when I run dprofpp, I get valid times but I still require -F in order to run. Is this okay? Thanks for your help .. -jd On Mon, 4 Oct 2004, Jesse Vincent wrote: > > > > On Mon, Oct 04, 2004 at 06:31:05PM +1000, Matthew Watson wrote: >> Funny you should mention this.. I'm having exactly the same >> Problems >> >> DProf is giving me a lot of these errors > > Create a mason page that contains only > > % exit; > > and call that after your test. Wken you kill the process, dprof doesn't > deal with exit conditions normally. > > From hubert.lubaczewski at eo.pl Mon Oct 4 11:59:56 2004 From: hubert.lubaczewski at eo.pl (hubert lubaczewski) Date: Mon, 4 Oct 2004 17:59:56 +0200 Subject: [rt-users] getting ticket's custom field values from within scrip?! Message-ID: <20041004155956.GA10344@eo.pl> hi i'm getting kind of desperate. i tried nearly everything, yet i can't succed. i'm using rt 3.0.6, and my final scrip action looks like: -- action open(OUT, ">", "/tmp/scrip.test"); my @a = $self->TicketObj->FirstCustomFieldValue('worktime-a'); require Data::Dumper; print OUT "7: " . Data::Dumper::Dumper(\@a); my $cfx = new RT::CustomField( $self->TransactionObj->CreatorObj ); print OUT "8: $cfx\n"; ($id,$msg) = $cf->LoadByNameAndQueue ('Name'=>'worktime-a', 'Queue' => $self->TicketObj->QueueObj->Id); print OUT "9: $id | $msg\n"; if (! $id) { ($id,$msg) = $cf->LoadByNameAndQueue ('Name'=>'worktime-a', 'Queue' => 0); print OUT "9a: $id | $msg\n"; } unless ($id) { close OUT; return 1; } my $x = $self->TicketObj->FirstCustomFieldValue($cfx->id); require Data::Dumper; print OUT "10: [$x]\n"; my $CustomFieldValues=$self->TicketObj->CustomFieldValues('worktime-a'); my @x; while (my $CustomFieldValue = $CustomFieldValues->Next) { push @x, $CustomFieldValue->Content; } print OUT "11: [".join(", ", @x).".\n"; close OUT; return 1; -- action basically, despite the fact that i have set worktime-a for this ticket to 123, all i got is undef. can anybody of you point me to *working* way of getting ticket's custom field value? best regards depesz -- hubert lubaczewski Network Operations Center Eo Networks Sp. z o.o. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From doogles at doogles.com Mon Oct 4 12:46:01 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 4 Oct 2004 11:46:01 -0500 (CDT) Subject: [rt-users] RT Profiling Message-ID: Ok, I've now been able to successfully use Devel::DProf to profile using standalone_http. For a larger ticket (that I am currently working on, and is still open and occasionally added to) here is what I'm facing: Using &Debug=1 results in: Time to display: 27.229506 dprofpp -F (won't run without this, as I hinted at in another thread; not sure if it matters) results in: Total Elapsed Time = 36.76373 Seconds User+System Time = 6.028711 Seconds Exclusive Times %Time ExclSec CumulS #Calls sec/call Csec/c Name 16.2 0.979 2.218 48968 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::new 14.4 0.868 4.497 14592 0.0001 0.0003 RT::Principal::HasRight 13.7 0.830 1.363 49094 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_fetch 13.4 0.810 1.289 74161 0.0000 0.0000 RT::Record::__Value 13.1 0.790 4.448 49094 0.0000 0.0001 RT::Record::LoadByCols 12.7 0.770 0.689 49094 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_gen_alternate_RecordCache_ke y 12.2 0.740 0.506 155914 0.0000 0.0000 DBIx::SearchBuilder::Record::id 11.9 0.720 0.777 99069 0.0000 0.0000 Cache::Simple::TimedExpiry::fetch 11.6 0.700 3.840 49094 0.0000 0.0001 DBIx::SearchBuilder::Record::Cacha ble::LoadByCols 10.2 0.620 0.775 74161 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::__Value 8.96 0.540 0.490 50630 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_RecordCache 8.46 0.510 0.360 99879 0.0000 0.0000 Cache::Simple::TimedExpiry::expire 8.29 0.500 0.531 49249 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_KeyCache 8.13 0.490 1.279 48968 0.0000 0.0000 DBIx::SearchBuilder::Record::new 7.96 0.480 0.377 74799 0.0000 0.0000 DBIx::SearchBuilder::Record::__Val ue Does this tell me anything? Where should I take this next? perl 5.8.5 RT 3.2.2 DBIx::SearchBuilder 1.12_01 (grabbed this off of CPAN this past week, can try 1.11 too) -jd From david at hoffmans.us Mon Oct 4 12:36:46 2004 From: david at hoffmans.us (David Hoffman) Date: Mon, 4 Oct 2004 11:36:46 -0500 Subject: [rt-users] REPOST: Mailgate Help with Windows Version 3.0.12 Message-ID: <01d401c4aa30$58080810$b4fea8c0@t2200> I have done a clean installation of rt-3.0.12.exe.... The only difference is after the fact, I have changed the port for the RT web interface to 8080. Here are the contents of my rt-mailgate.conf file: poll mail.domain.com proto pop3: username xxx password xxx mda "c:/Progra~1/OurInternet/Common/perl/bin/perl.exe c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url http://rt.domain.com:8080/ --queue aQueue --action correspond" username xxx password xxx mda "c:/Progra~1/OurInternet/Common/perl/bin/perl.exe c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url http://rt.domain.com:8080/ --queue General --action correspond" When I execute rt-mailgate.bat, I see the following error message and no ticket is created. fetchmail: starting fetchmail 6.2.5 daemon 1 message for xxx at mail.domain.com (1359 octets). reading message xxx at mail.domain.com:1 of 1 (1359 octets) fetchmail: MDA returned nonzero status 127 not flushed fetchmail: sleeping at Wed Sep 22 14:16:36 2004 I was able to capture the actual email from my filesystem and store it in a txt file called test.txt in C:\ When I execute the following command manually, it creates a ticket as it should. C:\Program Files\OurInternet\Request Tracker\rt\bin>type \test.txt | perl rt-mailgate.in --url http://rt.domain.com:8080/ --queue aQueue --action correspond Has anyone successfully been able to activate this function? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Mon Oct 4 12:39:37 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 04 Oct 2004 20:39:37 +0400 Subject: [rt-users] getting ticket's custom field values from within scrip?! In-Reply-To: <20041004155956.GA10344@eo.pl> References: <20041004155956.GA10344@eo.pl> Message-ID: <41617CC9.2020807@acronis.com> May be you can share relevant output from '/tmp/scrip.test'; hubert lubaczewski wrote: > hi > i'm getting kind of desperate. > i tried nearly everything, yet i can't succed. > i'm using rt 3.0.6, and my final scrip action looks like: > > -- action > open(OUT, ">", "/tmp/scrip.test"); > > my @a = $self->TicketObj->FirstCustomFieldValue('worktime-a'); FirstCustomFieldValue return scalar > require Data::Dumper; > print OUT "7: " . Data::Dumper::Dumper(\@a); > > my $cfx = new RT::CustomField( $self->TransactionObj->CreatorObj ); > print OUT "8: $cfx\n"; > ($id,$msg) = $cf->LoadByNameAndQueue ('Name'=>'worktime-a', 'Queue' => $self->TicketObj->QueueObj->Id); I don't remeber when it was fixed(somwhere arounf 3.0.7-10), but this can be broken if 'worktime-a' is global field. > print OUT "9: $id | $msg\n"; > if (! $id) { > ($id,$msg) = $cf->LoadByNameAndQueue ('Name'=>'worktime-a', 'Queue' => 0); > print OUT "9a: $id | $msg\n"; > } > unless ($id) { > close OUT; > return 1; > } > my $x = $self->TicketObj->FirstCustomFieldValue($cfx->id); > require Data::Dumper; > print OUT "10: [$x]\n"; > my $CustomFieldValues=$self->TicketObj->CustomFieldValues('worktime-a'); > my @x; > while (my $CustomFieldValue = $CustomFieldValues->Next) { > push @x, $CustomFieldValue->Content; > } > print OUT "11: [".join(", ", @x).".\n"; > close OUT; > return 1; > > -- action > > basically, despite the fact that i have set worktime-a for this ticket > to 123, all i got is undef. > can anybody of you point me to *working* way of getting ticket's custom > field value? should be all. I don't see more errors. > > best regards > > depesz > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Mon Oct 4 12:44:52 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 04 Oct 2004 20:44:52 +0400 Subject: [rt-users] help In-Reply-To: <000001c4a9f9$a2c5a830$0100a8c0@coltlgumdasg3j> References: <000001c4a9f9$a2c5a830$0100a8c0@coltlgumdasg3j> Message-ID: <41617E04.4090802@acronis.com> Section "SETTING UP THE MAIL GATEWAY" in README. Dnshosting.it wrote: > Hello, > > i'v performet a correct installation of rt 3.2.2. but only incoming > email dont work. i use sendmail how can i configure it? i dont found any > documentation on this.. > > marco > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From m.mangione at dnshosting.it Mon Oct 4 12:52:54 2004 From: m.mangione at dnshosting.it (Dnshosting.it) Date: Mon, 4 Oct 2004 18:52:54 +0200 Subject: [rt-users] help References: <000001c4a9f9$a2c5a830$0100a8c0@coltlgumdasg3j> <41617E04.4090802@acronis.com> Message-ID: <025601c4aa32$a9c03810$0200a8c0@colt9ra4slfpg8> yes but i dont use "nis" ..can you help me ? SETTING UP THE MAIL GATEWAY --------------------------- RT can accept incoming email using a simple program run as a "pipe" by your mail server. An alias for the initial queue will need to be made in either your global mail aliases file (if you are using NIS) or locally on your machine. Add the following lines to /etc/aliases (or your local equivalent) : rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url ht tp://localhost/" | | | ----/ | | | | ---/ | | ---/ ----- Original Message ----- From: "Ruslan U. Zakirov" To: "Dnshosting.it" Cc: Sent: Monday, October 04, 2004 6:44 PM Subject: Re: [rt-users] help > Section "SETTING UP THE MAIL GATEWAY" in README. > > Dnshosting.it wrote: > > Hello, > > > > i'v performet a correct installation of rt 3.2.2. but only incoming > > email dont work. i use sendmail how can i configure it? i dont found any > > documentation on this.. > > > > marco > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From vadud3 at gmail.com Mon Oct 4 12:54:43 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 4 Oct 2004 12:54:43 -0400 Subject: [rt-users] Time Test In-Reply-To: References: Message-ID: How about if I like to do the test on say 500 tickets one at a time in a loop? I am doin g it to collect the times and do an average and show the time outputs to my boss to justify buying a new Sun system Thanks On Fri, 01 Oct 2004 17:17:33 +0200, Pierre Blanchet wrote: > On October 1 2004 at 10:47, > Asif Iqbal wrote: > > Hi All > > > > Does anyone know how to get the exact time it takes to open a ticket > > and the exact time it takes to get to the window after clicking the > > Reply button on a ticket. > > > > I tried to use > > > > :~$ time wget --http-user=test --http-passwd=pass > > "http://rt3.example.com/Ticket/Display.html?id=263409" > > > > to time the ticket open time on my solaris box, but that did not work. > > > Append &Debug=1 at the end of your URL and use a standard > browser. RT itself will tell you how long it takes to display the > ticket. > > Regards, > > Pierre. > > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From Ruslan.Zakirov at acronis.com Mon Oct 4 13:23:17 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 04 Oct 2004 21:23:17 +0400 Subject: [rt-users] Time Test In-Reply-To: References: Message-ID: <41618705.10103@acronis.com> Hello. Script scan cubic's tickets and calculate total content length(some useless action, but give some numbers). Do one walk before benchmark to fill in caches then results should be better then in real situation cause cache is filled with best(for request) data very rare. This test case is "equivalent"(very simplified) of seeing all histories of cubic's tickets. Script most useful when you want to know differences. For example I can say that with new DBIx::SearchBuilder I can expect 10%-15% speed up on any RT pages. Best regards. Ruslan. Asif Iqbal wrote: > How about if I like to do the test on say 500 tickets one at a time in > a loop? I am doin g it to collect the times and do an average and show > the time outputs to my boss to justify buying a new Sun system > > Thanks > > > On Fri, 01 Oct 2004 17:17:33 +0200, Pierre Blanchet > wrote: > >>On October 1 2004 at 10:47, >> Asif Iqbal wrote: >> >>>Hi All >>> >>>Does anyone know how to get the exact time it takes to open a ticket >>>and the exact time it takes to get to the window after clicking the >>>Reply button on a ticket. >>> >>>I tried to use >>> >>>:~$ time wget --http-user=test --http-passwd=pass >>>"http://rt3.example.com/Ticket/Display.html?id=263409" >>> >>>to time the ticket open time on my solaris box, but that did not work. >>> >> >> Append &Debug=1 at the end of your URL and use a standard >>browser. RT itself will tell you how long it takes to display the >>ticket. >> >> Regards, >> >> Pierre. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: bench_test1.pl URL: From Ruslan.Zakirov at acronis.com Mon Oct 4 13:38:34 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 04 Oct 2004 21:38:34 +0400 Subject: [rt-users] help In-Reply-To: <025601c4aa32$a9c03810$0200a8c0@colt9ra4slfpg8> References: <000001c4a9f9$a2c5a830$0100a8c0@coltlgumdasg3j> <41617E04.4090802@acronis.com> <025601c4aa32$a9c03810$0200a8c0@colt9ra4slfpg8> Message-ID: <41618A9A.5090801@acronis.com> Dnshosting.it wrote: > yes but i dont use "nis" ..can you help me ? I don't use NIS too, but do use sendmail and piping of incoming mail is configured via '/etc/aliases'. Try it. See also http://wiki.bestpractical.com/index.cgi?InstallationGuides > > SETTING UP THE MAIL GATEWAY > --------------------------- > > RT can accept incoming email using a simple program run as a "pipe" > by your mail server. > > An alias for the initial queue will need to be made in either your > global mail aliases file (if you are using NIS) or locally on your > machine. > > Add the following lines to /etc/aliases (or your local equivalent) : > > rt: "|/opt/rt3/bin/rt-mailgate --queue general --action > correspond --url > http://localhost/" > rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action > comment --url ht > tp://localhost/" > | | | > ----/ | | > | | > the mail should be resent to the requestor>---/ | > | > ---/ > > > > ----- Original Message ----- > From: "Ruslan U. Zakirov" > To: "Dnshosting.it" > Cc: > Sent: Monday, October 04, 2004 6:44 PM > Subject: Re: [rt-users] help > > > >>Section "SETTING UP THE MAIL GATEWAY" in README. >> >>Dnshosting.it wrote: >> >>>Hello, >>> >>>i'v performet a correct installation of rt 3.2.2. but only incoming >>>email dont work. i use sendmail how can i configure it? i dont found any >>>documentation on this.. >>> >>>marco >>> >>> >>>------------------------------------------------------------------------ >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> > From m.mangione at dnshosting.it Mon Oct 4 14:08:28 2004 From: m.mangione at dnshosting.it (Dnshosting.it) Date: Mon, 4 Oct 2004 20:08:28 +0200 Subject: [rt-users] help References: <000001c4a9f9$a2c5a830$0100a8c0@coltlgumdasg3j> <41617E04.4090802@acronis.com> <025601c4aa32$a9c03810$0200a8c0@colt9ra4slfpg8> <41618A9A.5090801@acronis.com> Message-ID: <030c01c4aa3d$3872ef80$0200a8c0@colt9ra4slfpg8> done my /etc/aliases now are like this but dont work i try to send email to rt at rt2.dnshosting.it no error return via email but no ticket are created... :( abuse: root rt: "|/opt/rt/bin/rt-mailgate --queue general --action correspond --url http://rt2.dnshosting.it/" rt-comment: "|/opt/rt/bin/rt-mailgate --queue general --action comment --url http://rt2.dnshosting.it/" ----- Original Message ----- From: "Ruslan U. Zakirov" To: "Dnshosting.it" Cc: Sent: Monday, October 04, 2004 7:38 PM Subject: Re: [rt-users] help > Dnshosting.it wrote: > > yes but i dont use "nis" ..can you help me ? > I don't use NIS too, but do use sendmail and piping of incoming mail is > configured via '/etc/aliases'. Try it. > > See also http://wiki.bestpractical.com/index.cgi?InstallationGuides > > > > > SETTING UP THE MAIL GATEWAY > > --------------------------- > > > > RT can accept incoming email using a simple program run as a "pipe" > > by your mail server. > > > > An alias for the initial queue will need to be made in either your > > global mail aliases file (if you are using NIS) or locally on your > > machine. > > > > Add the following lines to /etc/aliases (or your local equivalent) : > > > > rt: "|/opt/rt3/bin/rt-mailgate --queue general --action > > correspond --url > > http://localhost/" > > rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action > > comment --url ht > > tp://localhost/" > > | | | > > ----/ | | > > | | > > > the mail should be resent to the requestor>---/ | > > | > > ---/ > > > > > > > > ----- Original Message ----- > > From: "Ruslan U. Zakirov" > > To: "Dnshosting.it" > > Cc: > > Sent: Monday, October 04, 2004 6:44 PM > > Subject: Re: [rt-users] help > > > > > > > >>Section "SETTING UP THE MAIL GATEWAY" in README. > >> > >>Dnshosting.it wrote: > >> > >>>Hello, > >>> > >>>i'v performet a correct installation of rt 3.2.2. but only incoming > >>>email dont work. i use sendmail how can i configure it? i dont found any > >>>documentation on this.. > >>> > >>>marco > >>> > >>> > >>>------------------------------------------------------------------------ > >>> > >>>_______________________________________________ > >>>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 Oct 4 14:56:16 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Oct 2004 14:56:16 -0400 Subject: [rt-users] RT Profiling In-Reply-To: References: Message-ID: <20041004185616.GJ9720@pallas.eruditorum.org> On Mon, Oct 04, 2004 at 11:46:01AM -0500, Jason A. Diegmueller wrote: > Ok, I've now been able to successfully use Devel::DProf to profile using > standalone_http. For a larger ticket (that I am currently working on, and > is still open and occasionally added to) here is what I'm facing: > > Using &Debug=1 results in: > Time to display: 27.229506 What version of DBIx::SearchBuilder are you using? Your profiling results imply that you're not up to date. -Jesse From doogles at doogles.com Mon Oct 4 15:37:35 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 4 Oct 2004 14:37:35 -0500 (CDT) Subject: [rt-users] RT Profiling In-Reply-To: <20041004185616.GJ9720@pallas.eruditorum.org> References: <20041004185616.GJ9720@pallas.eruditorum.org> Message-ID: >> Ok, I've now been able to successfully use Devel::DProf to profile using >> standalone_http. For a larger ticket (that I am currently working on, and >> is still open and occasionally added to) here is what I'm facing: >> >> Using &Debug=1 results in: >> Time to display: 27.229506 > > What version of DBIx::SearchBuilder are you using? Your profiling > results imply that you're not up to date. Jesse-- Thanks for your help! The profiling results I just sent were from DBIx::SearchBuilder 1.12_01. From the bottom of the last email: : perl 5.8.5 : RT 3.2.2 : DBIx::SearchBuilder 1.12_01 (grabbed this off of CPAN this past week, : can try 1.11 too) -jd From jesse at bestpractical.com Mon Oct 4 15:09:28 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Oct 2004 15:09:28 -0400 Subject: [rt-users] RT Profiling In-Reply-To: References: Message-ID: On Oct 4, 2004, at 12:46 PM, Jason A. Diegmueller wrote: > Ok, I've now been able to successfully use Devel::DProf to profile > using standalone_http. For a larger ticket (that I am currently > working on, and is still open and occasionally added to) here is what > I'm facing: > > Using &Debug=1 results in: > Time to display: 27.229506 Next question, how big is this "larger" ticket? What SQL is RT generating on display for the page load? From doogles at doogles.com Mon Oct 4 15:59:03 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 4 Oct 2004 14:59:03 -0500 (CDT) Subject: [rt-users] RT Profiling In-Reply-To: References: Message-ID: Jesse-- > Next question, how big is this "larger" ticket? What SQL is RT generating on > display for the page load? Thanks for your continued assistance. How do you define size? Number of entries? Looks like there are 66 entries (emails, owner changed, status change, etc) and 4 small attachments (XLS). How do you want the SQL that RT is generating? I have attached mysql_full.log (enabled it just for this one query, this one ticket) -- I clicked on Display for this particular ticket and here it is. If you need something else, please let me know. Thanks, again! -jd -------------- next part -------------- A non-text attachment was scrubbed... Name: mysql_full.log Type: application/octet-stream Size: 47115 bytes Desc: URL: From jesse at bestpractical.com Mon Oct 4 15:45:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Oct 2004 15:45:50 -0400 Subject: [rt-users] RT Profiling In-Reply-To: References: Message-ID: <20041004194550.GM9720@pallas.eruditorum.org> On Mon, Oct 04, 2004 at 02:59:03PM -0500, Jason A. Diegmueller wrote: > Jesse-- > > >Next question, how big is this "larger" ticket? What SQL is RT generating > >on display for the page load? > > Thanks for your continued assistance. > > How do you define size? Number of entries? Looks like there are 66 > entries (emails, owner changed, status change, etc) and 4 small attachments > (XLS). > > How do you want the SQL that RT is generating? I have attached > mysql_full.log (enabled it just for this one query, this one ticket) -- I > clicked on Display for this particular ticket and here it is. If you need > something else, please let me know. > That SQL doesn't look right. There's some pre-caching that I believe current RT to be doing that your RT instance is very clearly not doing. What customizations have been made to your codebase? From doogles at doogles.com Mon Oct 4 17:51:22 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 4 Oct 2004 16:51:22 -0500 (CDT) Subject: [rt-users] RT Profiling In-Reply-To: <20041004194550.GM9720@pallas.eruditorum.org> References: <20041004194550.GM9720@pallas.eruditorum.org> Message-ID: > That SQL doesn't look right. There's some pre-caching that I believe > current RT to be doing that your RT instance is very clearly not doing. > What customizations have been made to your codebase? I have five files in local/: local/html/NoAuth/images/evtclogo.gif: Our logo or the top of every page local/html/Elements/Footer: So we have our name and URL at the bottom local/html/Elements/Header: To put our logo at the top local/html/Elements/MyTickets: Needed a custom field displayed on the main page local/html/Elements/Quit: Kills the Mason process, so dprofpp runs properly -- per your request All changes are very minimal, however I'd be happy to send them to you if you think I've dorked something up. Other than these five, this is just a straight RT 3.2.2 instance. Where to next? I appreciate your help .. -jd From jesse at bestpractical.com Mon Oct 4 17:17:02 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Oct 2004 17:17:02 -0400 Subject: [rt-users] RT Profiling In-Reply-To: References: <20041004194550.GM9720@pallas.eruditorum.org> Message-ID: <20041004211702.GP9720@pallas.eruditorum.org> On Mon, Oct 04, 2004 at 04:51:22PM -0500, Jason A. Diegmueller wrote: > >That SQL doesn't look right. There's some pre-caching that I believe > >current RT to be doing that your RT instance is very clearly not doing. > >What customizations have been made to your codebase? > > I have five files in local/: > local/html/NoAuth/images/evtclogo.gif: Our logo or the top of every page > local/html/Elements/Footer: So we have our name and URL at the bottom > local/html/Elements/Header: To put our logo at the top > local/html/Elements/MyTickets: Needed a custom field displayed on the main > page > local/html/Elements/Quit: Kills the Mason process, so dprofpp runs properly > -- > per your request > > All changes are very minimal, however I'd be happy to send them to you if > you think I've dorked something up. Other than these five, this is just a > straight RT 3.2.2 instance. > > Where to next? I appreciate your help .. I don't expect to have time to triage this myself in more detail any time in the next week or two. I'd try to get a sense of whether the precaching of transactions is busted for some reason. And have a look at whether the SearchBuilder caching is working all right. And whether there's anything there that needs optimization. > > -jd > -- From doogles at doogles.com Mon Oct 4 18:10:55 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 4 Oct 2004 17:10:55 -0500 (CDT) Subject: [rt-users] RT Profiling In-Reply-To: <20041004211702.GP9720@pallas.eruditorum.org> References: <20041004194550.GM9720@pallas.eruditorum.org> <20041004211702.GP9720@pallas.eruditorum.org> Message-ID: > I don't expect to have time to triage this myself in more detail any > time in the next week or two. I'd try to get a sense of whether the > precaching of transactions is busted for some reason. And have a look at > whether the SearchBuilder caching is working all right. And whether > there's anything there that needs optimization. I understand. Obviously, the snapshot I sent you was a freshly-started standalone_httpd, but you're inferring there should be PRE-caching of some sort (ie, at startup)? Where would this data go on the local filesystem? Could I possibly have busted permissions or some other localized problem such that SearchBuilder was unable to cache as expected? Maybe another perl module that we rely on that isn't loading? Most of our tickets don't get this many transactions so it's not the end of the world, but the feedback I keep seeing on rt-users is that performance issues are solved with the advent of SearchBuilder 1.10+ and I'd like to be able to mirror that sort of performance. Regardless of where this eventually ends up, I appreciate your direction & feedback over the last few emails. Take care, -jd From dimitry.faynerman at hypermediasystems.com Mon Oct 4 17:41:53 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Mon, 4 Oct 2004 14:41:53 -0700 Subject: [rt-users] RT-Originator clause in email headers In-Reply-To: Message-ID: <001101c4aa5a$f6e2e520$0d04140a@DimitryFaynerman> Hello all, One of requirements set for our ticketing system is to hide the names of people who answer tickets by email. So we use "From:" clause in email templates. However, it doesn't seem to be enough. Even tough "from" email can be faked, the email header still contains RT-Originator clause with the real email address the reply is sent from. I greped the entire RT code and it doesn't seem to me that this RT-Originator clause is really used anywhere, so I think it can be safely removed from SendEmail.pm. We run RT 3.2.1 Can anybody confirm that this: $self->SetHeader( 'RT-Originator', $self->TransactionObj->CreatorObj->EmailAddress ); can be safely removed from SendEmail.pm (line 440) Thanks. Dimitry From stevegt at TerraLuna.Org Mon Oct 4 20:45:24 2004 From: stevegt at TerraLuna.Org (Steve Traugott) Date: Mon, 4 Oct 2004 17:45:24 -0700 Subject: [rt-users] "namespace pollution" and $rtname Message-ID: <20041005004523.GU27200@pathfinder> Hi All, Can anyone provide a real-world example of why domain name needs to be used for $rtname? Google's not coming up with much from the list archives, and I'd rather use something cleaner like "Bug" or "Ticket" for that string... RT_Config.pm says "Your domain name is recommended, so as not to pollute the namespace", but the "namespace" we're talking about here is only the Subject line of those messages sent or from the RT mail interface. The only case for which I can think of issues cropping up at all is if one RT instance were to send mail directly to another RT instance, or if a mail user were to forward a message from one RT instance to another without changing the subject line; something which seems plausible but remote. Has any of this ever actually happened in anyone's experience, with any ticketing system? Or are there plans afoot anywhere to peer RT instances on purpose via e-mail, such that namespace issues might later become important even if they aren't now? Steve -- Stephen G. Traugott (KG6HDQ) UNIX/Linux Infrastructure Architect, TerraLuna LLC stevegt at TerraLuna.Org http://www.stevegt.com -- http://Infrastructures.Org From allbery at ece.cmu.edu Mon Oct 4 21:18:18 2004 From: allbery at ece.cmu.edu (Brandon S. Allbery KF8NH) Date: Mon, 04 Oct 2004 21:18:18 -0400 Subject: [rt-users] "namespace pollution" and $rtname In-Reply-To: <20041005004523.GU27200@pathfinder> References: <20041005004523.GU27200@pathfinder> Message-ID: <1096939097.68881.3.camel@rushlight.kf8nh.com> On Mon, 2004-10-04 at 20:45, Steve Traugott wrote: > RT_Config.pm says "Your domain name is recommended, so as not to pollute > the namespace", but the "namespace" we're talking about here is only the > Subject line of those messages sent or from the RT mail interface. The > only case for which I can think of issues cropping up at all is if one > RT instance were to send mail directly to another RT instance, or if a > mail user were to forward a message from one RT instance to another > without changing the subject line; something which seems plausible but > remote. Has any of this ever actually happened in anyone's experience, > with any ticketing system? Yes. We (CMU ECE Facilities) may forward tickets not about one of our services to another group on campus which might use RT, or vice versa. Likewise I saw what looked suspiciously like RT tickets get relayed between Speakeasy and Covad when they set up my DSL. Popularity has problems all its own. :) -- brandon s. allbery [linux,solaris,freebsd,perl] allbery at kf8nh.com system administrator [WAY too many hats] allbery at ece.cmu.edu electrical and computer engineering, carnegie mellon univ. KF8NH From matthew.watson at staff.netspace.net.au Tue Oct 5 01:10:16 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Tue, 5 Oct 2004 15:10:16 +1000 Subject: [rt-users] Speeding up RT3 Message-ID: <56F211C5E3F24F47B103EA1B253822BE243252@vic-cr-ex1.staff.netspace.net.au> > > Now _that's's_ interesting. Have you ended up reindexing the Oracle > database? If so, I know some folks who would love to see the work > you've done. Find attached our current oracle indexes for RT3. We also had to set optimizer_index_cost_adj = 30; Otherwise the optimizer was passing up some of the indexes I believe. Regards, Matt. 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 embedded and charset-unspecified text was scrubbed... Name: rt-indexes.txt URL: From wusel+rt-users at uu.org Tue Oct 5 04:44:17 2004 From: wusel+rt-users at uu.org (Kai 'wusel' Siering) Date: Tue, 05 Oct 2004 10:44:17 +0200 Subject: [rt-users] "namespace pollution" and $rtname In-Reply-To: <20041005004523.GU27200@pathfinder> References: <20041005004523.GU27200@pathfinder> Message-ID: <41625EE1.60204@uu.org> Steve Traugott wrote: > Can anyone provide a real-world example of why domain name needs to be > used for $rtname? Google's not coming up with much from the list > archives, and I'd rather use something cleaner like "Bug" or "Ticket" > for that string... Just consider someone, a customer of yours maybe, forward a message titled "Re: [Ticket #4712] not a bug" to your RT, which you confi- gured with $rtname "Ticket". That message would be either incorporated in your RT's ticket number 4712 or rejected because you're not yet have 4712 tickets. Either way, it's not what should happen and your customer might be- come rather confused if something like that actually would happen. This might seem constructed at first sight, but this possibility quite exists, at least with generics like "ticket", "bug", "request" ... By using your domain name, one could easily even have two RTs talk to each other ;) > mail user were to forward a message from one RT instance to another > without changing the subject line; something which seems plausible but > remote. Has any of this ever actually happened in anyone's experience, > with any ticketing system? I know of two ISPs unsig RT for at least some part of their communication. Both do use their FQDN as their $rtname as well, so forwarding messages from one ISP to the other does not break anything. > Or are there plans afoot anywhere to peer RT instances on purpose via > e-mail, such that namespace issues might later become important even if > they aren't now? Consider my example above, using generics like "Ticket", you quite pos- sibly might get in that kind of trouble. What's wrong with "[TerraLuna.Org #1]"? kai -- Kai 'wusel' Siering eMail @ home: wusel at uu.org Traveller on the Information Highway doing full-time administration. The views expressed here are not neccessarily those of any employer. Asterisk @ Home: FWD #476654 / +1-747-668-6567 / +49-2222-948-000847 From sw at internetx.de Tue Oct 5 05:20:52 2004 From: sw at internetx.de (Sebastian Wiesinger) Date: Tue, 5 Oct 2004 11:20:52 +0200 Subject: [rt-users] Delete closed tickets? Message-ID: <20041005092052.GA4387@lain.intern.internetx.de> Hi, is there an easy way to delete closed tickets (which are older than 6 months) from the database? Regards, Sebastian From ian.gilmour at ffei.co.uk Tue Oct 5 06:02:35 2004 From: ian.gilmour at ffei.co.uk (Ian Gilmour) Date: Tue, 5 Oct 2004 11:02:35 +0100 Subject: [rt-users] RT1 to RT2 to RT3 upgrade Message-ID: <334D05460466D311A5E8009027AC788603880C72@hhmail1.hh.ffei.co.uk> OK. I massaged the import script so the Areas are now tranferred across ok (I had to change a "Parent => 0" to "Parent =>1" statement on one of the queue keyword Create statements to do it though?). But I'm still scratching my head over the timestamp problem. Dumping the ISO date/time just prior to the $ticket->Import call, in the import-1.0-to-2.0 script, the date/time looks fine. But in the database all imported tickets and transactions have the time of the import in any datetime fields transferred across. Tickets created via the RT2 Web interface look fine. Any clues? I'm sure I'm doing something stupid but I can't see it? perl 5.8.5 mysql 4.0.21 apache 2.0.51, with fastcgi cheers, Ian PS Apologies for the disclaimer at the end - I have no control over it. -----Original Message----- From: Ian Gilmour [mailto:ian.gilmour at ffei.co.uk] Sent: 04 October 2004 08:57 To: Rt-Users (E-mail) Subject: [rt-users] RT1 to RT2 to RT3 upgrade Hi, I've just started upgrading our current RT1.0.7 to RT2.0.15 on the way to RT3.2.1 and I have a couple of problems with the import-1.0-to-2.0 script. Is the import-1.0-to-2.0 from http://download.bestpractical.com/pub//rt/contrib/2.0/rt-addons/ still the current one? If so then has anyone else had problems migrating tickets with Areas defined across from RT1 to RT2? The area info seems to get disabled in the tickets when I run it. And the history on all the imported RT1 tickets shows the time of any transactions/changes as the time of the import - losing a lot of useful info in the process. Am I missing a conversion step somewhere? Is this expected behaviour? Is there an alternative method that retains all the info? Thanks in advance. cheers, Ian Gilmour ---------------------------------------------------------------------------- CONFIDENTIALITY AND DISCLAIMER NOTICE This message and any attachment is confidential and is protected by copyright. If you are not the intended recipient, please email the sender or telephone +44 (0)1442 213440 and delete this message and any attachment from your system. Dissemination and or copying of this email is prohibited if you are not the intended recipient. We believe, but do not warrant, that this email and any attachments are virus free. You should take full responsibility for virus checking. No responsibility is accepted by FUJIFILM Electronic Imaging Limited for personal emails or emails unconnected with FUJIFILM Electronic Imaging Limited's business. ---------------------------------------------------------------------------- From morgan.nilsson at ateles.se Tue Oct 5 08:39:02 2004 From: morgan.nilsson at ateles.se (Morgan Nilsson) Date: Tue, 05 Oct 2004 14:39:02 +0200 Subject: [rt-users] DisplayCustomFieldsInTicketSearch Message-ID: <416295E6.9090701@ateles.se> Hi. I am using RT 3.2.2. I am trying to display two custom fields in Results.html and make them sortable. I have read the wiki: DisplayCustomFieldsInTicketSearch, but that solution is for RT 3.0 only? Anybody have a solution to this for RT 3.2.2? /Morgan From Horst.Hermanns at t-mobile.de Tue Oct 5 09:39:37 2004 From: Horst.Hermanns at t-mobile.de (Hermanns, Horst) Date: Tue, 5 Oct 2004 15:39:37 +0200 Subject: [rt-users] multiple search criteria on custom field, AND/OR conjunction Message-ID: <61935B72C76FF648A7A2DF18DA9ACBEB05AA358D@cvx05abnlw.BN.DeTeMobil.de> Hi all, we have a problem with search criteria on custom fields (RT 3.0.11). I have a current search criteria of: Status = open [delete] CF.a != searcha [delete] Queue = queuea [delete] => works fine When I refine search with additional: CF.a != searchb [delete] I get all Tickets with 'Status = open' whatever CF.a is set to. The search is not restricted. It seems to be a problem with AND/OR conjunction of custom fields search criteria. Has anyone similar problems? Any help would be greatly appreciated. Thanks, Horst From Ruslan.Zakirov at acronis.com Tue Oct 5 09:48:12 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 05 Oct 2004 17:48:12 +0400 Subject: [rt-users] multiple search criteria on custom field, AND/OR conjunction In-Reply-To: <61935B72C76FF648A7A2DF18DA9ACBEB05AA358D@cvx05abnlw.BN.DeTeMobil.de> References: <61935B72C76FF648A7A2DF18DA9ACBEB05AA358D@cvx05abnlw.BN.DeTeMobil.de> Message-ID: <4162A61C.5090107@acronis.com> Hermanns, Horst wrote: > Hi all, > > we have a problem with search criteria on custom fields (RT 3.0.11). > > I have a current search criteria of: > Status = open [delete] > CF.a != searcha [delete] > Queue = queuea [delete] > > => works fine > > When I refine search with additional: > > CF.a != searchb [delete] > > I get all Tickets with 'Status = open' whatever CF.a is set to. The search is not restricted. > > It seems to be a problem with AND/OR conjunction of custom fields search criteria. > > Has anyone similar problems? Any help would be greatly appreciated. It's known problem. it's not planned to be fixed 3.0.x RT3.2.x should be better cause you can choose AND/OR when join conditions. > > Thanks, > Horst > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From contractor6 at match.com Tue Oct 5 11:27:20 2004 From: contractor6 at match.com (Rodney Caston) Date: Tue, 5 Oct 2004 10:27:20 -0500 Subject: [rt-users] RSS? Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27CCF@da0shme010.match.corp> How well does RT integrate with RSS ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From xinhuan.zheng at gmail.com Tue Oct 5 14:34:30 2004 From: xinhuan.zheng at gmail.com (Xinhuan Zheng) Date: Tue, 5 Oct 2004 14:34:30 -0400 Subject: [rt-users] How do i create a dependent ticket? Message-ID: Is there a sample code for creating a new ticket based on a ===Create-Ticket: template? --xinhuan From tenpin784 at metrocast.net Tue Oct 5 15:09:35 2004 From: tenpin784 at metrocast.net (John Barbieri) Date: Tue, 05 Oct 2004 15:09:35 -0400 Subject: [rt-users] way to generate a new email Message-ID: <4162F16F.7070208@metrocast.net> hello list I have RT 3.0.12 installed on a machine here. My co-workers and myself were wondering if there was a way to get RT to send an email to someone that does not have a ticket in the database for them. Basically just using it as an email client. Is this possible??? If so, how would one go about doing that. Thanks in Advanced John From les at futuresource.com Tue Oct 5 15:08:08 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 05 Oct 2004 14:08:08 -0500 Subject: [rt-users] Change $rtname gracefully? Message-ID: <1097003288.23577.4.camel@moola.futuresource.com> Is it possible to change the site $rtname to something new and continue to accept replies to old tickets? Even domain names aren't always correct forever... --- Les Mikesell les at futuresource.com From wusel+rt-users at uu.org Tue Oct 5 17:00:06 2004 From: wusel+rt-users at uu.org (Kai 'wusel' Siering) Date: Tue, 05 Oct 2004 23:00:06 +0200 Subject: [rt-users] Change $rtname gracefully? In-Reply-To: <1097003288.23577.4.camel@moola.futuresource.com> References: <1097003288.23577.4.camel@moola.futuresource.com> Message-ID: <41630B56.4030902@uu.org> Les Mikesell wrote: > Is it possible to change the site $rtname to something new and continue > to accept replies to old tickets? Even domain names aren't always > correct forever... Just hack "ParseTicketId" in lib/RT/EmailParser.pm like this: *** ./lib/RT/EmailParser.pm~ 2004-06-15 02:08:15.000000000 +0200 --- ./lib/RT/EmailParser.pm 2004-08-23 18:58:47.000000000 +0200 *************** *** 332,337 **** --- 332,342 ---- $RT::Logger->debug("Found a ticket ID. It's $id"); return ($id); } + elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) { + my $id = $1; + $RT::Logger->debug("Found an old (OldName) ticket ID. It's $id"); + return ($id); + } else { return (undef); } We used it when moving to RT3 from RT2; we previously used a special name (abbrev. of organisational unit) and now are using our domain name instead as $rtname. Well, it worked for us (RT3 was installed with the new $rtname, we only had to take care of still circulatiing tickets opened previou- sly in RT2), your mileage may vary on a running installation. kai -- Kai 'wusel' Siering eMail @ home: wusel at uu.org Traveller on the Information Highway doing full-time administration. The views expressed here are not neccessarily those of any employer. Asterisk @ Home: FWD #476654 / +1-747-668-6567 / +49-2222-948-000847 From rocky at mindphone.org Tue Oct 5 18:10:34 2004 From: rocky at mindphone.org (Rocky) Date: Tue, 5 Oct 2004 16:10:34 -0600 Subject: [rt-users] Re: AdminCC set to new Owner on Owner change In-Reply-To: <20041005171555.GA30812@ii.uib.no> References: <20041005171555.GA30812@ii.uib.no> Message-ID: <20041005221034.GO13935@mindphone.org> yeah, this seems to be the ticket. $self->TicketObj->AddWatcher(Type => 'AdminCC', PrincipalId =>$self->TicketObj->OwnerObj->Id); On Tue, Oct 05, 2004 at 07:15:55PM +0200, Jan-Frode Myklebust wrote: > Hi, > > I've been waiting for someone to come with a solution to your question > about automatically setting AdminCC on Owner change, but unfortunately > there doesn't seem to have come any. At least not publically. > > Have you found a solution to this problem? > > > -jf -- ______________________________________________________________________ what's with today, today? rocky at mindphone.org From matthew.watson at staff.netspace.net.au Tue Oct 5 20:40:21 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Wed, 6 Oct 2004 10:40:21 +1000 Subject: [rt-users] way to generate a new email Message-ID: <56F211C5E3F24F47B103EA1B253822BE243271@vic-cr-ex1.staff.netspace.net.au> Just create a new ticket, and change the requestor before Clicking on create. If your queue scrips are setup to send the contents of the ticket, then you should be right to go. Regards, Matt. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of John Barbieri > Sent: Wednesday, October 06, 2004 3:10 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] way to generate a new email > > hello list > > > I have RT 3.0.12 installed on a machine here. My co-workers and myself > were wondering if there was a way to get RT to send an email to someone > that does not have a ticket in the database for them. > > Basically just using it as an email client. > > > Is this possible??? If so, how would one go about doing that. > > > > Thanks in Advanced > > John > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From JChen at paymentone.com Tue Oct 5 21:37:28 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Tue, 5 Oct 2004 18:37:28 -0700 Subject: [rt-users] Notify of new correspondence to ticket owner Message-ID: <6D6E09D687772640AA41F009EB85FE0505742372@CPMAL00.corpnet.p1.local> Hello all, I?m just wondering how others people are taking care of this little issue. A requestor or CC person replies back to a ticket and asks for status? RT does its job of adding the correspondence. That?s it. Problem or how should I proceed: Whenever the requestor replies back to the ticket #, I want RT to email the owner that the ticket has been updated. Possible solution: On correspond notify owner? Somehow I do not think the solution is right. -Using RT 3.0.12 -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From stevegt at TerraLuna.Org Tue Oct 5 23:02:29 2004 From: stevegt at TerraLuna.Org (Steve Traugott) Date: Tue, 5 Oct 2004 20:02:29 -0700 Subject: [rt-users] "namespace pollution" and $rtname In-Reply-To: <41625EE1.60204@uu.org> References: <20041005004523.GU27200@pathfinder> <41625EE1.60204@uu.org> Message-ID: <20041006030229.GV27200@pathfinder> Good answers, guys. You've got me convinced. ;-) Thanks, Steve -- Stephen G. Traugott (KG6HDQ) UNIX/Linux Infrastructure Architect, TerraLuna LLC stevegt at TerraLuna.Org http://www.stevegt.com -- http://Infrastructures.Org From hwagener at hamburg.fcb.com Wed Oct 6 04:29:10 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 6 Oct 2004 10:29:10 +0200 Subject: [rt-users] RSS? In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27CCF@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27CCF@da0shme010.match.corp> Message-ID: Am 05.10.2004 um 17:27 schrieb Rodney Caston: > How well does RT integrate with RSS ? RT 3.2 has RSS feeds for searches. Your RSS Reader needs to support authentication, though. Regards, Harald From jalgermissen at topicmapping.com Wed Oct 6 04:34:41 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Wed, 06 Oct 2004 10:34:41 +0200 Subject: [rt-users] Documentation on Patching RT? Message-ID: <4163AE21.AC93A8F8@topicmapping.com> Hi, I would like to explore the patching method for RT customization in detail. Is there by now any detailed description about it (besides the mentioning in the CleanlyCustomizeRT WiKi page)? Does anyone have experience how well the patches work across RT releases (e.g. how many conflicts to expect)? Thanks in advance. Jan From sven.sternberger at desy.de Wed Oct 6 07:45:56 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 06 Oct 2004 13:45:56 +0200 Subject: [rt-users] Bug in onCreate? Message-ID: <4163DAF4.7090607@desy.de> RT 3.0.11 Debian Sarge Installation Hello! I tried to use the following script: On Create Notify Other Recipients with template Correspondence the idea to be able to create a ticket and send the message in the same moment the peoples named in "CC". But this seems not to work. In the log I see that the sript don't find recipients. Any idea, or bugfix best regards From bobg at uic.edu Wed Oct 6 09:23:37 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 06 Oct 2004 08:23:37 -0500 Subject: [rt-users] Documentation on Patching RT? In-Reply-To: Your message of "Wed, 06 Oct 2004 10:34:41 +0200." <4163AE21.AC93A8F8@topicmapping.com> Message-ID: <200410061323.i96DNb11001561@shark.cc.uic.edu> >Hi, > >I would like to explore the patching method for RT customization in detail. Is >there by now any detailed description about it (besides the mentioning >in the CleanlyCustomizeRT WiKi page)? > >Does anyone have experience how well the patches work across RT releases >(e.g. how many conflicts to expect)? I'm not sure that question has a clean answer. Depends on the patch. I have several patches, have done almost every upgrade bewteen 3.0.6 and 3.2.0 and it's been pretty smooth for me. But clearly my patches were not in parts of the code that changed much. And in several cases, Jesse adopted my suggestions, so I don't have to worry about those. bobg From mailbag at anothernet.com Wed Oct 6 12:27:02 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Wed, 6 Oct 2004 12:27:02 -0400 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 In-Reply-To: <4135A421.5050807@acronis.ru> Message-ID: Any other reports of problems? We are using RT v3.0.8 and would like to upgrade SearchBuilder to the latest if it's going to make a difference in performance and it doesn't break it. Thanks! > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Ruslan U. > Zakirov > Sent: Wednesday, September 01, 2004 6:28 AM > To: Anders Ekstrand > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] DBIx::SearchBuilder 1.10_04 > > > Anders Ekstrand wrote: > > Thanks, > > > > That did the trick! > > > > Lazy as I am, I have not set up any test-cases to compare the speed with > > 1.01 vs 1.10_04, but the feeling is that it is quite a bit faster now. > Use http://path_to_rt_host/?Debug=1 with new and old version of > DBIx::SB(require apache stop/start after reinstall). > You can use this trick to "benchmark" important pages. > > > > > Best Regards - Anders > > > [snip] > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From mailbag at anothernet.com Wed Oct 6 12:28:51 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Wed, 6 Oct 2004 12:28:51 -0400 Subject: [rt-users] RTx::Shredder Questions Message-ID: Like so many others here, we have the issue of a growing database with tons of deleted tickets we want to get rid of. RTx::Shredder seems to be the tool of choice for this, so we installed it today using CPAN. Everything went fine. However, we have a question and a problem: 1. If we install RTx::Shredder using CPAN, do we still have to apply the patch? We did so, but it was only applied in part. Apparently, there was an issue patching Tickets_Overlay_SQL.pm. We ended up with a .rej file. To stay away from possible trouble, we've put the original files back in. 2. The rtx-shredder script doesn't seem to work. This is what we get when we run it: [root at system sbin]# ./rtx-shredder 2004-02-10 3 tickets would be wiped out. Are you shure? [y/N] y [root at system sbin]# ./rtx-shredder 2004-02-10 3 tickets would be wiped out. Are you shure? [y/N] We run it and it identifies the tickets to be deleted. We say yes and it acts like it deleted the tickets. However, if we run it again with the same date parameter, it still finds (the same?) tickets. It doesn't seem to be deleting anything. Any help with this would be appreciated tremendously. Thanks! Chago RT v3.0.8 From contractor6 at match.com Wed Oct 6 13:14:32 2004 From: contractor6 at match.com (Rodney Caston) Date: Wed, 6 Oct 2004 12:14:32 -0500 Subject: [rt-users] RSS? Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27CD9@da0shme010.match.corp> How do you get RT to integrate with RSS? Has anyone done this before, is there any documentation on this process? So far I've been unable to find any. Rodney From ben at atomicmatrix.net Wed Oct 6 13:49:29 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Wed, 6 Oct 2004 13:49:29 -0400 Subject: [rt-users] RT 3.0.10 -> 3.0.12 upgrade; bug introduced In-Reply-To: <414FD437.9090603@acronis.com> Message-ID: <20041006174843.1C8A884C00F@pallas.eruditorum.org> This bug is introduced at the 3.0.10 to 3.0.11 upgrade. This code my $tickets = new RT::Tickets($RT::SystemUser); $tickets->LimitTransactionDate(VALUE => "2004-09-17 15:22:50", OPERATOR => '>'); $tickets->DEBUG(1); $tickets->Next(); Produces this SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( ( (Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.Ticket)(Attachments_2.Created > '2004-09-17 15:22:50') ) ) ) I'm still no closer to finding out how to fix this. Can someone help me through this? Perhaps show me how to debug clause building so I can find out why there's no "AND" above? BTW if I have two LimitTransactionDate() statements, such as $tickets->LimitTransactionDate(VALUE => "2004-09-17 15:22:50", OPERATOR => '>'); $tickets->LimitTransactionDate(VALUE => "2004-09-24 15:22:50", OPERATOR => '<'); Check out what happens: SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( ( (Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.Ticket)(Attachments_2.Created > '2004-09-17 15:22:50') ) AND ( (Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.Ticket)AND(Attachments_2.Created < '2004-09-24 15:22:50') ) ) ) The "Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.Ticket)" clause is duplicated as well as the missind AND word. Any help would be greatly appreciated. I'm really slamming into a wall on this one. (please note my software revisions previously mentioned in this thread) Thanks, -=| Ben From jesse at bestpractical.com Wed Oct 6 15:37:23 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Oct 2004 15:37:23 -0400 Subject: [rt-users] [Rt-announce] Winter/Spring RT Developer Training World Tour Message-ID: <252D6B32-17CF-11D9-AF62-000A95AE249E@bestpractical.com> This summer, we brought RT training to Washington DC, Los Angeles and Frankfurt, Germany. We're currently planning this fall's "RT Developer Training World Tour." This time around, we hope to bring RT training to an even broader audience. Exact dates and locations aren't set yet, but we've got some tentative plans and would really appreciate your feedback and input to help us schedule sessions that meet your needs. Classes will take place in January and February of 2005. Each class is generally 8 hours packed full of information about how RT is built and how to modify it to best suit your needs. The current plan looks something like this: United States * Boston or New York * Houston or Austin * San Francisco Europe * London or Amsterdam * Is there interest in a class in Central or Eastern Europe? New Zealand * Auckland or Wellington Asia * Tokyo, Taipei or Hong Kong If you think you might be interested in attending one of these sessions or if you want to attend RT training and we don't have a session near to you, please drop us a line at training at bestpractical.com to tell us you might be interested. We generally need about 10 students to schedule a public RT developer training class. Students who pre-reserve seats now will receive a 5% discount off the USD995 cost of the course. If you're interested in having Best Practical provide a private training session for your organization during the RT Developer Training World Tour, please write to us at training at bestpractical.com to discuss scheduling and discounts. Coming to your town soon, Jesse Vincent Best Practical Solutions, LLC The standard boilerplate for our training sessions goes something like this: Best Practical offers intensive one-day developer and administrator training sessions taught by the developers who built RT. Training sessions 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 * Building 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 _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From rch at acidpit.org Wed Oct 6 15:18:15 2004 From: rch at acidpit.org (Rob Hough) Date: Wed, 6 Oct 2004 15:18:15 -0400 Subject: [rt-users] Problem using WebExternalAuth Message-ID: <20041006191815.GA20283@acidpit.org> Hi all. I have currently installed the latest version of RT and am using it WebExternalAuth enabled. Via the WebUI I can authenticate with no problems. Unfortunately the mailgate portion is no longer working. When you send an email to the system an error is generated in our log files. The error is as follows: Oct 6 14:01:35 wolverine postfix/local[38884]: A414817CAB7: to=, relay=local, delay=0, status=deferred (temporary failure. Command output: An Error Occurred ================= 401 Authorization Required ) Can anyone help me correct this problem or give some ideas on where to start looking? Information from RT_SiteConfig.pm -> # Authentication options Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , undef); Set($WebExternalAuto , 1); -- Robert Hough (rch at acidpit.org) From vivek at khera.org Wed Oct 6 16:07:49 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 6 Oct 2004 16:07:49 -0400 Subject: [rt-users] Speeding up RT3 In-Reply-To: References: <56F211C5E3F24F47B103EA1B253822BE150267@vic-cr-ex1.staff.netspace.net.au> <83067E3E-15B1-11D9-8083-000A95D14982@khera.org> Message-ID: <65EE16C0-17D3-11D9-8D30-000A9578CFCC@khera.org> On Oct 3, 2004, at 11:02 PM, Jesse Vincent wrote: > On a large Pg site that I've got ties to, we didn't see a whole lot of > change with em, actually. > Shocked I am... most of the indexes as defined in the distribution are just not used at all. They can't be since the queries are against lower(column) and the index is not. If you "explain" or "explain analyze" the generated queries you'll see what I mean. However, some of the queries sped up from say 200ms to 85ms, so it may not be that noticeable to the average user... :-) Pg is just plain wicked fast anyhow. I still do see a massive improvement on the "Home" page load time (I have 8 queues visible to my personal account). Unfortunately the Debug=1 parameter doesn't cascade thru to the links within the page so timing is hard to get accurate -- when you reload the page with ?Debug=1 appended chances of the data being in the disk buffer cache is high so the speed will be way faster. Try this experiment: turn on the postgres query logger (in postgres.conf, set log_min_duration=0), then hit some pages. Look at the generated queries and run "explain analyze" against them after some time such that the disk buffers may have flushed out. The old indexes are never used unless you happen to hit upon an integer index, or some of the handful of queries against some ACLs that are not lower()'d. Vivek Khera, Ph.D. +1-301-869-4449 x806 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From rt at chaka.net Wed Oct 6 15:53:08 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 6 Oct 2004 15:53:08 -0400 Subject: [rt-users] Someone please confirm RT 3.2 bug Message-ID: <20041006195308.GF2644@chaka.net> I have an 'Enter multiple values' custom field. When I create a ticket and enter more that one value, they get stored as one value. If I then go into ticket basics and click Update without saving anything, the values are stored separately. If I then go into basics again they will be on one line. I think this demonstrates 2 bugs in RT 3.2. I have a patch for one of the bugs which I sent to rt-devel earlier and I am working on a patch for the other bug. Can someone sanity check this for me so I'm sure I'm not missing something? Thanks! -Todd From seph at directionless.org Wed Oct 6 17:21:34 2004 From: seph at directionless.org (seph) Date: Wed, 06 Oct 2004 17:21:34 -0400 Subject: [rt-users] Re: Problem using WebExternalAuth In-Reply-To: <20041006191815.GA20283@acidpit.org> (Rob Hough's message of "Wed, 6 Oct 2004 15:18:15 -0400") References: <20041006191815.GA20283@acidpit.org> Message-ID: > I have currently installed the latest version of RT and am using it > WebExternalAuth enabled. Via the WebUI I can authenticate with no > problems. > > Unfortunately the mailgate portion is no longer working. When you send > an email to the system an error is generated in our log files. The > error is as follows: This has been covered several time in the list archives, and I'm pretty sure is in the docs about WebExternalAuth. the mailgateway posts to the NoAuth part of the site. Tell apache not to require auth there. seph From duncan at mcs.vuw.ac.nz Wed Oct 6 17:47:15 2004 From: duncan at mcs.vuw.ac.nz (Duncan McEwan) Date: Thu, 07 Oct 2004 10:47:15 +1300 Subject: [rt-users] Re: Problem using WebExternalAuth In-Reply-To: Your message of "Wed, 06 Oct 2004 17:21:34 EDT." Message-ID: <200410062147.i96LlFB2014107@shed11.mcs.vuw.ac.nz> > This has been covered several time in the list archives, and I'm > pretty sure is in the docs about WebExternalAuth. Well, I just ran into this same problem a few days ago and couldn't find anything in the wiki about it. As Seph says, it *has* been covered in the mailing list so I was able to figure it out with the help of google and a local apache guru. I was planning on writing something for the wiki once I've finished experimenting with this new installation and migrated our ancient rt1 system over to the new one. But if someone can point me to documentation in the wiki that I missed then I won't have to. Thanks, Duncan From william at miamiconsultant.com Wed Oct 6 17:14:51 2004 From: william at miamiconsultant.com (William) Date: Wed, 6 Oct 2004 17:14:51 -0400 Subject: [rt-users] Problem using WebExternalAuth In-Reply-To: <20041006191815.GA20283@acidpit.org> Message-ID: <20041006211452.TIM1790.imf18aec.mail.bellsouth.net@wgrohhome> Either make a user in the posting url in the aliases, or add some apache satisfy to the httpd.conf. alias: "|/opt/rt3/bin/rt-mailgate --queue Queue --action correspond --url http://mailspecialuser:pass at your.rt.com/rt/" wg -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob Hough Sent: Wednesday, October 06, 2004 3:18 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem using WebExternalAuth Hi all. I have currently installed the latest version of RT and am using it WebExternalAuth enabled. Via the WebUI I can authenticate with no problems. Unfortunately the mailgate portion is no longer working. When you send an email to the system an error is generated in our log files. The error is as follows: Oct 6 14:01:35 wolverine postfix/local[38884]: A414817CAB7: to=, relay=local, delay=0, status=deferred (temporary failure. Command output: An Error Occurred ================= 401 Authorization Required ) Can anyone help me correct this problem or give some ideas on where to start looking? Information from RT_SiteConfig.pm -> # Authentication options Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , undef); Set($WebExternalAuto , 1); -- Robert Hough (rch at acidpit.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 mail.sw.rt.users at spam.fi.basen.net Wed Oct 6 18:08:38 2004 From: mail.sw.rt.users at spam.fi.basen.net (Kaj J.Niemi) Date: Thu, 7 Oct 2004 01:08:38 +0300 (EEST) Subject: [rt-users] implementing an almost realtime status box Message-ID: <20041006220838.3AD812F4176@d106.fi.basen.net> Hi, I've been asked to check out how hard it would be to implement functionality to RT 3.2 (3.2.2 now) giving managers a quick overview on what's happening to tickets. Ideally this should just be another box below Quick ticket creation on RT's home page. It could look like this: # Wed Oct 06 00:16:54 2004 (#25000) user - Status changed from new to resolved # Mon Sep 20 11:26:40 2004 (#22222) user - Queue changed from q1 to q2 # Sun Sep 19 01:41:13 2004 (#12345) user - Priority changed from 0 to 70 # Sun Sep 19 00:16:47 2004 (#12345) user - Status changed from new to open Having looked through the schema and Display.html it seems like I should get a list of the 10 most recently updated tickets using Tickets.LastUpdated, sort the results descending. Then, for each and every ticket returned, I should get the list of transactions and in descending order using Transactions.Created take N (thinking 1-3) print them out to something that resembles the example above. Has anyone implemented anything like this before? Would this be useful for anyone else? I guess I should somehow attempt to translate the above to existing function calls in the RT api, any pointers? Thanks. :) // kaj From rch at acidpit.org Wed Oct 6 18:25:29 2004 From: rch at acidpit.org (Rob Hough) Date: Wed, 6 Oct 2004 18:25:29 -0400 Subject: [rt-users] Re: Problem using WebExternalAuth In-Reply-To: References: <20041006191815.GA20283@acidpit.org> Message-ID: <20041006222529.GA22459@acidpit.org> On Wed, Oct 06, 2004, seph wrote: > This has been covered several time in the list archives, and I'm > pretty sure is in the docs about WebExternalAuth. The list archives aren't exactly the most search friendly archives I've come across. I saw very little in regards to this in documentation I have. > the mailgateway posts to the NoAuth part of the site. Tell apache not > to require auth there. This helped a ton. Thanks. -- Robert Hough (rch at acidpit.org) From rick.rezinas at qsent.com Wed Oct 6 19:37:17 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 06 Oct 2004 16:37:17 -0700 Subject: [rt-users] multi-owner techniques Message-ID: <1097105837.13687.160.camel@cluck.qsent.com> Hello, RT is beginning to get more recognition in my organization, which means that I got the nicer box I was asking for. It also means that people want to do more things with it that haven't been done in the past. I'm curious how folks manage the 'ongoing tickets'...the ones that may have multiple contributors. Does anyone have a method for tracking x number of hours were performed my Mr. Pink, whereas y number of hours were performed by Mr. Orange, who may or may not have access to the same queue, on a single ticket? The best way seems to me to setup multiple tickets, with appropriate dependencies. But is that the only approach? And if so, is it trivial to add a 'Create Dependent Ticket' button under say the Links area? thanks much! rick -- Rick Rezinas Unix Systems Administrator Qsent, Inc. From doublethumb at gmail.com Wed Oct 6 20:25:25 2004 From: doublethumb at gmail.com (T.K Venu) Date: Thu, 7 Oct 2004 05:55:25 +0530 Subject: [rt-users] cc and Bcc Message-ID: <1aa7d456041006172566728db9@mail.gmail.com> i have configured RT in mandrake10 but am not able to send mail to my mailserver(postfix) using cc and BCC why? i can't get any log also to sole the problem venu the doublethumb...... From rt at chaka.net Wed Oct 6 20:09:40 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 6 Oct 2004 20:09:40 -0400 Subject: [rt-users] multi-owner techniques In-Reply-To: <1097105837.13687.160.camel@cluck.qsent.com> References: <1097105837.13687.160.camel@cluck.qsent.com> Message-ID: <20041007000940.GG2644@chaka.net> I have a button in my links area similar to what you are asking for. It let's the user select a queue and defaults to the current queue. It also make the dependent ticket have the same content as the parent ticket's first transaction with content. I can share it if you like. -Todd On Wed, Oct 06, 2004 at 04:37:17PM -0700, Rick Rezinas wrote: > Hello, > > RT is beginning to get more recognition in my organization, which means > that I got the nicer box I was asking for. It also means that people > want to do more things with it that haven't been done in the past. > > I'm curious how folks manage the 'ongoing tickets'...the ones that may > have multiple contributors. Does anyone have a method for tracking x > number of hours were performed my Mr. Pink, whereas y number of hours > were performed by Mr. Orange, who may or may not have access to the same > queue, on a single ticket? > > The best way seems to me to setup multiple tickets, with appropriate > dependencies. But is that the only approach? And if so, is it trivial > to add a 'Create Dependent Ticket' button under say the Links area? > > thanks much! > rick > > -- > Rick Rezinas > Unix Systems Administrator > Qsent, Inc. > > _______________________________________________ > 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 Oct 6 20:12:43 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 6 Oct 2004 20:12:43 -0400 Subject: [rt-users] Re: Problem using WebExternalAuth In-Reply-To: <20041006222529.GA22459@acidpit.org> References: <20041006191815.GA20283@acidpit.org> <20041006222529.GA22459@acidpit.org> Message-ID: <20041007001243.GH2644@chaka.net> The lists archives are very searchable if you know how to use google. Here is an example google query: site:lists.bestpractical.com AND ( inurl:2004 OR inurl:2003 ) -Todd On Wed, Oct 06, 2004 at 06:25:29PM -0400, Rob Hough wrote: > On Wed, Oct 06, 2004, seph wrote: > > > This has been covered several time in the list archives, and I'm > > pretty sure is in the docs about WebExternalAuth. > > The list archives aren't exactly the most search friendly archives I've > come across. I saw very little in regards to this in documentation I > have. > > > the mailgateway posts to the NoAuth part of the site. Tell apache not > > to require auth there. > > This helped a ton. Thanks. > > > -- > Robert Hough (rch at acidpit.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 rt at chaka.net Wed Oct 6 22:00:58 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 6 Oct 2004 22:00:58 -0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: References: Message-ID: <20041007020058.GJ2644@chaka.net> Yes, you need to install the patch in addition to the CPAN install. -Todd On Wed, Oct 06, 2004 at 12:28:51PM -0400, Adolfo Santiago wrote: > Like so many others here, we have the issue of a growing database with tons > of deleted tickets we want to get rid of. RTx::Shredder seems to be the > tool of choice for this, so we installed it today using CPAN. Everything > went fine. However, we have a question and a problem: > > 1. If we install RTx::Shredder using CPAN, do we still have to apply the > patch? We did so, but it was only applied in part. Apparently, there was > an issue patching Tickets_Overlay_SQL.pm. We ended up with a .rej file. To > stay away from possible trouble, we've put the original files back in. > > 2. The rtx-shredder script doesn't seem to work. This is what we get when > we run it: > > [root at system sbin]# ./rtx-shredder 2004-02-10 > 3 tickets would be wiped out. > Are you shure? [y/N] y > [root at system sbin]# ./rtx-shredder 2004-02-10 > 3 tickets would be wiped out. > Are you shure? [y/N] > > We run it and it identifies the tickets to be deleted. We say yes and it > acts like it deleted the tickets. However, if we run it again with the same > date parameter, it still finds (the same?) tickets. It doesn't seem to be > deleting anything. > > Any help with this would be appreciated tremendously. Thanks! > > Chago > RT v3.0.8 > > > _______________________________________________ > 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 Oct 7 02:36:18 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 10:36:18 +0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: References: Message-ID: <4164E3E2.9060707@acronis.com> Adolfo Santiago wrote: > Like so many others here, we have the issue of a growing database with tons > of deleted tickets we want to get rid of. RTx::Shredder seems to be the > tool of choice for this, so we installed it today using CPAN. Everything > went fine. However, we have a question and a problem: > > 1. If we install RTx::Shredder using CPAN, do we still have to apply the > patch? We did so, but it was only applied in part. Apparently, there was > an issue patching Tickets_Overlay_SQL.pm. We ended up with a .rej file. To > stay away from possible trouble, we've put the original files back in. Oh. I see you have 3.0.8, I didn't test patch against it much. I'll review it. > > 2. The rtx-shredder script doesn't seem to work. This is what we get when > we run it: > > [root at system sbin]# ./rtx-shredder 2004-02-10 > 3 tickets would be wiped out. > Are you shure? [y/N] y This shouldn't happen if you didn't apply patch. If you didn't apply patch list of tickets should be empty. > [root at system sbin]# ./rtx-shredder 2004-02-10 > 3 tickets would be wiped out. > Are you shure? [y/N] > > We run it and it identifies the tickets to be deleted. We say yes and it > acts like it deleted the tickets. However, if we run it again with the same > date parameter, it still finds (the same?) tickets. It doesn't seem to be > deleting anything. Do you have any reports in RT log? RTx::Shredder uses 'warning' level when delete records from DB. > > Any help with this would be appreciated tremendously. Thanks! > > Chago > RT v3.0.8 From Ruslan.Zakirov at acronis.com Thu Oct 7 02:46:00 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 10:46:00 +0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <4164E3E2.9060707@acronis.com> References: <4164E3E2.9060707@acronis.com> Message-ID: <4164E628.3090000@acronis.com> Ruslan U. Zakirov wrote: > Adolfo Santiago wrote: > >> Like so many others here, we have the issue of a growing database with >> tons >> of deleted tickets we want to get rid of. RTx::Shredder seems to be the >> tool of choice for this, so we installed it today using CPAN. Everything >> went fine. However, we have a question and a problem: >> >> 1. If we install RTx::Shredder using CPAN, do we still have to apply the >> patch? We did so, but it was only applied in part. Apparently, there >> was >> an issue patching Tickets_Overlay_SQL.pm. We ended up with a .rej >> file. To >> stay away from possible trouble, we've put the original files back in. > > Oh. I see you have 3.0.8, I didn't test patch against it much. I'll > review it. Ok. You can ignore that .rej 3.0.7-3.0.8 have no code in Tickets_Overlay_SQL.pm that restrict search on deleted tickets, but have code in other files that doesn't allow me to step through collection of the tickets. [snip] >> >> Any help with this would be appreciated tremendously. Thanks! >> >> Chago >> RT v3.0.8 > > _______________________________________________ > 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 Oct 7 02:51:32 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 10:51:32 +0400 Subject: [rt-users] implementing an almost realtime status box In-Reply-To: <20041006220838.3AD812F4176@d106.fi.basen.net> References: <20041006220838.3AD812F4176@d106.fi.basen.net> Message-ID: <4164E774.2080904@acronis.com> Kaj J.Niemi wrote: > Hi, > > > I've been asked to check out how hard it would be to implement functionality > to RT 3.2 (3.2.2 now) giving managers a quick overview on what's happening > to tickets. Ideally this should just be another box below Quick ticket > creation on RT's home page. It could look like this: > > # Wed Oct 06 00:16:54 2004 (#25000) user - Status changed from new to resolved > # Mon Sep 20 11:26:40 2004 (#22222) user - Queue changed from q1 to q2 > # Sun Sep 19 01:41:13 2004 (#12345) user - Priority changed from 0 to 70 > # Sun Sep 19 00:16:47 2004 (#12345) user - Status changed from new to open > > Having looked through the schema and Display.html it seems like I should > get a list of the 10 most recently updated tickets using Tickets.LastUpdated, > sort the results descending. Then, for each and every ticket returned, I > should get the list of transactions and in descending order using > Transactions.Created take N (thinking 1-3) print them out to something that > resembles the example above. I think you should start not from Tickets, but from Transactions and order them by Created time and id. From each transaction you can get its ticket. > > Has anyone implemented anything like this before? Would this be useful for > anyone else? I guess I should somehow attempt to translate the above to > existing function calls in the RT api, any pointers? Look on history page and investigate how RT get short description for transactions. > > Thanks. :) > > > > // kaj > _______________________________________________ > 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 Oct 7 03:20:09 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 11:20:09 +0400 Subject: [rt-users] Notify of new correspondence to ticket owner In-Reply-To: <6D6E09D687772640AA41F009EB85FE0505742372@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0505742372@CPMAL00.corpnet.p1.local> Message-ID: <4164EE29.5090806@acronis.com> Jonathan Chen wrote: > > Hello all, > > I?m just wondering how others people are taking care of this little issue. Really don't see "issue". > > A requestor or CC person replies back to a ticket and asks for status? RT does its job of adding the correspondence. That?s it. > > Problem or how should I proceed: Whenever the requestor replies back to the ticket #, I want RT to email the owner that the ticket has been updated. > > Possible solution: On correspond notify owner? > > Somehow I do not think the solution is right. Why? I think people usually use this. > > > -Using RT 3.0.12 > From hwagener at hamburg.fcb.com Thu Oct 7 03:27:39 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 7 Oct 2004 09:27:39 +0200 Subject: [rt-users] Re: Problem using WebExternalAuth In-Reply-To: <20041006222529.GA22459@acidpit.org> References: <20041006191815.GA20283@acidpit.org> <20041006222529.GA22459@acidpit.org> Message-ID: <5E63301A-1832-11D9-AE37-003065DC18B8@hamburg.fcb.com> On 07.10.2004, at 00:25, Rob Hough wrote: > On Wed, Oct 06, 2004, seph wrote: > >> This has been covered several time in the list archives, and I'm >> pretty sure is in the docs about WebExternalAuth. > > The list archives aren't exactly the most search friendly archives I've > come across. I saw very little in regards to this in documentation I > have. > You are aware that the lists are mirrored through gmane.org, which has a decent enough search engine? Regards, Harald From janfrode at parallab.uib.no Thu Oct 7 03:30:15 2004 From: janfrode at parallab.uib.no (Jan-Frode Myklebust) Date: Thu, 7 Oct 2004 09:30:15 +0200 Subject: [rt-users] Notify of new correspondence to ticket owner In-Reply-To: <6D6E09D687772640AA41F009EB85FE0505742372@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0505742372@CPMAL00.corpnet.p1.local> Message-ID: <20041007073015.GA3593@ii.uib.no> On Tue, Oct 05, 2004 at 06:37:28PM -0700, Jonathan Chen wrote: > > A requestor or CC person replies back to a ticket and asks for > status??? RT does its job of adding the correspondence. That???s > it. I got this small scrip from "Rocky", which I put in the global scrips. It automatically adds the owner of a ticket to the CC-list whenever there is a owner change: Description: Cc on owner change Condition: on owner change Action: user defined blank template Stage: transactioncreate Custom action preparation code: 1; Custom action cleanup code: $self->TicketObj->AddWatcher(Type => 'Cc', PrincipalId=>$self->TicketObj->OwnerObj->Id); return 1; -jf From Ruslan.Zakirov at acronis.com Thu Oct 7 03:56:01 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 11:56:01 +0400 Subject: [rt-users] Notify of new correspondence to ticket owner In-Reply-To: <20041007073015.GA3593@ii.uib.no> References: <6D6E09D687772640AA41F009EB85FE0505742372@CPMAL00.corpnet.p1.local> <20041007073015.GA3593@ii.uib.no> Message-ID: <4164F691.4000206@acronis.com> Jan-Frode Myklebust wrote: > On Tue, Oct 05, 2004 at 06:37:28PM -0700, Jonathan Chen wrote: > >> >> A requestor or CC person replies back to a ticket and asks for >> status??? RT does its job of adding the correspondence. That???s >> it. > > > I got this small scrip from "Rocky", which I put in the global scrips. > It automatically adds the owner of a ticket to the CC-list whenever > there is a owner change: And what is the benefit? > > Description: Cc on owner change > Condition: on owner change > Action: user defined > blank template > Stage: transactioncreate > Custom action preparation code: 1; > Custom action cleanup code: $self->TicketObj->AddWatcher(Type => 'Cc', PrincipalId=>$self->TicketObj->OwnerObj->Id); > return 1; > > > -jf > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From janfrode at parallab.uib.no Thu Oct 7 04:27:03 2004 From: janfrode at parallab.uib.no (Jan-Frode Myklebust) Date: Thu, 7 Oct 2004 10:27:03 +0200 Subject: [rt-users] Notify of new correspondence to ticket owner In-Reply-To: <4164F691.4000206@acronis.com> References: <6D6E09D687772640AA41F009EB85FE0505742372@CPMAL00.corpnet.p1.local> <20041007073015.GA3593@ii.uib.no> <4164F691.4000206@acronis.com> Message-ID: <20041007082703.GB6627@ii.uib.no> On Thu, Oct 07, 2004 at 11:56:01AM +0400, Ruslan U. Zakirov wrote: > > > >I got this small scrip from "Rocky", which I put in the global scrips. > >It automatically adds the owner of a ticket to the CC-list whenever > >there is a owner change: > > And what is the benefit? To automatically have the owner on the CC-list, so that any responses from the requestor are seen immediately. Benefits: o less clicking on the webpages for the one distributing the tickets o the owner can work (almost) completely by email o shorter responstime from the owner to the user -jf From say_ten at multiplay.co.uk Thu Oct 7 04:47:10 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Thu, 07 Oct 2004 09:47:10 +0100 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 In-Reply-To: References: Message-ID: <4165028E.9050301@multiplay.co.uk> I've had no problems since upgrading and the difference is incredible here. Much more consistent and faster. Adolfo Santiago wrote: > Any other reports of problems? We are using RT v3.0.8 and would like to > upgrade SearchBuilder to the latest if it's going to make a difference in > performance and it doesn't break it. > > Thanks! > > > >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com >>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Ruslan U. >>Zakirov >>Sent: Wednesday, September 01, 2004 6:28 AM >>To: Anders Ekstrand >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] DBIx::SearchBuilder 1.10_04 >> >> >>Anders Ekstrand wrote: >> >>>Thanks, >>> >>>That did the trick! >>> >>>Lazy as I am, I have not set up any test-cases to compare the speed with >>>1.01 vs 1.10_04, but the feeling is that it is quite a bit faster now. >> >>Use http://path_to_rt_host/?Debug=1 with new and old version of >>DBIx::SB(require apache stop/start after reinstall). >>You can use this trick to "benchmark" important pages. >> >> >>>Best Regards - Anders >>> >> >>[snip] >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> ** CRM114 Whitelisted by: lists.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 -- 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 mef at CS.Princeton.EDU Thu Oct 7 08:44:03 2004 From: mef at CS.Princeton.EDU (Marc E. Fiuczynski) Date: Thu, 7 Oct 2004 08:44:03 -0400 Subject: [rt-users] how to do custom message processing Message-ID: Hello, Is there a way to customize RT to take special actions when processing an incoming email message. Specifically, I'd like to parse for custom email header fields when processing incoming messages such that RT can automatically file the message with an existing ticket. Of course, I understand that RT already does this assuming the sender provides an RT ticket number. Unfortunately, in our case this is not possible, as the messages are sent by a daemon that only sends out mail to our RT system. In other words, we want this daemon to remain stateless and therefore cannot have it process RT responses to retain assigned RT ticket numbers. Specific question: what must I customize in RT to process a message sent by our daemon that contains a special email header field such as: X-MOM-CleanupAfterMessyChild: Upon receiving such a message, I'd like a custom RT action or whatever to look up whether a ticket has been previously created for the named "messy child." If not, go through the standard ticket creation process. If so, add the message to the existing ticket. There are additional customizations that I'd like to do, but just understanding what I need to do for the above would be a great start. After searching the documentation and a bit of the mail archive, I get the sense this might be something that I can do with scrips and/or layers. Thanks, Marc From Ruslan.Zakirov at acronis.com Thu Oct 7 08:50:14 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 16:50:14 +0400 Subject: [rt-users] how to do custom message processing In-Reply-To: References: Message-ID: <41653B86.6040100@acronis.com> Suggestion points: 1) Scrips 2) On Create 3) http://wiki.bestpractical.com/index.cgi?Contributions ExtractCustomFieldValues 4) merge Marc E. Fiuczynski wrote: > Hello, > > Is there a way to customize RT to take special actions when processing an > incoming email message. Specifically, I'd like to parse for custom email > header fields when processing incoming messages such that RT can > automatically file the message with an existing ticket. Of course, I > understand that RT already does this assuming the sender provides an RT > ticket number. Unfortunately, in our case this is not possible, as the > messages are sent by a daemon that only sends out mail to our RT system. In > other words, we want this daemon to remain stateless and therefore cannot > have it process RT responses to retain assigned RT ticket numbers. > > Specific question: what must I customize in RT to process a message sent by > our daemon that contains a special email header field such as: > > X-MOM-CleanupAfterMessyChild: > > Upon receiving such a message, I'd like a custom RT action or whatever to > look up whether a ticket has been previously created for the named "messy > child." If not, go through the standard ticket creation process. If so, add > the message to the existing ticket. > > There are additional customizations that I'd like to do, but just > understanding what I need to do for the above would be a great start. > > After searching the documentation and a bit of the mail archive, I get the > sense this might be something that I can do with scrips and/or layers. > > Thanks, > Marc > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From serge.bianda at appiancorp.com Thu Oct 7 09:40:35 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Thu, 7 Oct 2004 09:40:35 -0400 Subject: [rt-users] Asset Tracking Systems with RT Message-ID: Hello, Does anyone know whether there is a RT module or plug-in that has the ability to provide tracking equipment. Something similar to asset management system. For instance, I have users in my company who have laptops and some have desktops, I want to use a system that will allow me to keep track of all those equipments, like the computer spec (serial number, OS, and so forth) and the person who is currently using it, and also when they request a loaner, I want to be able to enter that data in the system and set the system status as being "loaned", and again with the person who loaned it. Right now we are using a very inefficient spreadsheet that does the tracking, if there is no such thing in RT, can some in the list tell me of a good Open Source asset tracking system that has like a database backend and a web-based interface that will do the job for me, or if some of you have some that you would suggest that I use, I will appreciate that very much. Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From mail.sw.rt.users at spam.fi.basen.net Thu Oct 7 09:49:03 2004 From: mail.sw.rt.users at spam.fi.basen.net (Kaj J.Niemi) Date: Thu, 7 Oct 2004 16:49:03 +0300 (EEST) Subject: [rt-users] implementing an almost realtime status box References: <20041006220838.3AD812F4176@d106.fi.basen.net> <4164E774.2080904@acronis.com> Message-ID: <20041007134903.6F6582F4176@d106.fi.basen.net> > I think you should start not from Tickets, but from Transactions > and order them by Created time and id. Yes, this approach was simpler and easier once I figured out how to get the list of transactions without going through a specific ticket first. It's #6169 if you want to take a look at it. // kaj From keith at midnighthax.com Thu Oct 7 09:59:49 2004 From: keith at midnighthax.com (Keith Edmunds) Date: Thu, 7 Oct 2004 14:59:49 +0100 Subject: [rt-users] Using CLI Message-ID: <20041007145949.443272d8@zaphod> I'm trying to use the CLI to RT 3.0.11, and I get this error: # ./rt help Variable "%help" is not imported at ./rt line 139. (Did you mean &help instead?) Variable "%help" is not imported at ./rt line 144. (Did you mean &help instead?) Variable "%help" is not imported at ./rt line 155. (Did you mean &help instead?) Variable "%help" is not imported at ./rt line 166. (Did you mean &help instead?) Global symbol "$type" requires explicit package name at ./rt line 136. Global symbol "%help" requires explicit package name at ./rt line 139. Global symbol "$key" requires explicit package name at ./rt line 139. Global symbol "$key" requires explicit package name at ./rt line 141. Global symbol "%help" requires explicit package name at ./rt line 144. Global symbol "$key" requires explicit package name at ./rt line 144. Global symbol "$type" requires explicit package name at ./rt line 149. Global symbol "$key" requires explicit package name at ./rt line 150. Global symbol "$type" requires explicit package name at ./rt line 150. Global symbol "$key" requires explicit package name at ./rt line 152. Global symbol "$type" requires explicit package name at ./rt line 152. Global symbol "%help" requires explicit package name at ./rt line 155. Global symbol "$key" requires explicit package name at ./rt line 155. Global symbol "$type" requires explicit package name at ./rt line 156. Global symbol "$key" requires explicit package name at ./rt line 157. Global symbol "$type" requires explicit package name at ./rt line 157. Global symbol "$key" requires explicit package name at ./rt line 157. Global symbol "$key" requires explicit package name at ./rt line 158. Global symbol "$key" requires explicit package name at ./rt line 158. Global symbol "$type" requires explicit package name at ./rt line 158. Global symbol "$key" requires explicit package name at ./rt line 159. Global symbol "$key" requires explicit package name at ./rt line 162. Global symbol "%help" requires explicit package name at ./rt line 166. Global symbol "$key" requires explicit package name at ./rt line 166. Unmatched right curly bracket at ./rt line 167, at end of line ./rt has too many errors. Where should I start looking? Thanks From alexb at WPI.EDU Thu Oct 7 10:11:34 2004 From: alexb at WPI.EDU (Brelsfoard, Alex) Date: Thu, 7 Oct 2004 10:11:34 -0400 Subject: [rt-users] Still having email attatchment corruption after Perlupgrade Message-ID: <0FDFC33E89EC734387E0359C1662EFB50B0A246D@mail.admin.wpi.edu> My original message is below. I was asked whether we were using FastCGI or Mod_Perl. We are using mod_perl. After talking with my administrator about this he rebuil;t mod_perl. But the problem still persists. What other information do you need? Any other suggestions? Thanks a lot. --Alex Brelsfoard -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Brelsfoard, Alex Sent: Wed 9/29/2004 2:47 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Still having email attatchment corruption after Perlupgrade OK, so we were having problems with some (randomly) attachments being sent in or manually uploaded into RT. It was the whole "RT added extra bytes to the file" problem. So I reasearched the problem and found that we were using Perl 5.8.0. Sounds like an obvious problem. So we upgraded to 5.8.5. Everything seemed ti go smoothly for ~2 days. And then it all started happening again. I have verified that Perl 5.8.5 is indeed still installed and active. We are on RT version 3.0.8 on RH Linux. Any suggestions/idas? Thanks. --Alex Alex Brelsfoard Web Applications Developer Web Development Office Worcester Polytechnic Institute 508-831-6147 alexb at wpi.edu From Ruslan.Zakirov at acronis.com Thu Oct 7 10:16:38 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 18:16:38 +0400 Subject: [rt-users] implementing an almost realtime status box In-Reply-To: <20041007134903.6F6582F4176@d106.fi.basen.net> References: <20041006220838.3AD812F4176@d106.fi.basen.net> <4164E774.2080904@acronis.com> <20041007134903.6F6582F4176@d106.fi.basen.net> Message-ID: <41654FC6.9050301@acronis.com> 1) You should use multiple fields to order, one field is not enough. Example: user resolve ticket and add comment: two transactons has same value of 'Created' in most cases cause datetime field doesn't store subseconds. 2) it's save to do while( my $transaction = $Transactions->Next ) { .... } instead of if($transaction) { do {} ... 3) Transaction inherit rights from its Ticket mostly then you can do $Transaction->CurrentUserHasRight('Right') check. 4) Check rights before callback it would be faster. 5) that's all what I see Best regards. Ruslan. Kaj J.Niemi wrote: >>I think you should start not from Tickets, but from Transactions >>and order them by Created time and id. > > > Yes, this approach was simpler and easier once I figured out how to get > the list of transactions without going through a specific ticket first. > > It's #6169 if you want to take a look at it. > > > > // kaj > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Oct 7 10:18:46 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 18:18:46 +0400 Subject: [rt-users] Using CLI In-Reply-To: <20041007145949.443272d8@zaphod> References: <20041007145949.443272d8@zaphod> Message-ID: <41655046.6090306@acronis.com> Keith Edmunds wrote: > I'm trying to use the CLI to RT 3.0.11, and I get this error: > > # ./rt help > Variable "%help" is not imported at ./rt line 139. > (Did you mean &help instead?) > Variable "%help" is not imported at ./rt line 144. > (Did you mean &help instead?) > Variable "%help" is not imported at ./rt line 155. > (Did you mean &help instead?) > Variable "%help" is not imported at ./rt line 166. > (Did you mean &help instead?) > Global symbol "$type" requires explicit package name at ./rt line 136. > Global symbol "%help" requires explicit package name at ./rt line 139. > Global symbol "$key" requires explicit package name at ./rt line 139. > Global symbol "$key" requires explicit package name at ./rt line 141. > Global symbol "%help" requires explicit package name at ./rt line 144. > Global symbol "$key" requires explicit package name at ./rt line 144. > Global symbol "$type" requires explicit package name at ./rt line 149. > Global symbol "$key" requires explicit package name at ./rt line 150. > Global symbol "$type" requires explicit package name at ./rt line 150. > Global symbol "$key" requires explicit package name at ./rt line 152. > Global symbol "$type" requires explicit package name at ./rt line 152. > Global symbol "%help" requires explicit package name at ./rt line 155. > Global symbol "$key" requires explicit package name at ./rt line 155. > Global symbol "$type" requires explicit package name at ./rt line 156. > Global symbol "$key" requires explicit package name at ./rt line 157. > Global symbol "$type" requires explicit package name at ./rt line 157. > Global symbol "$key" requires explicit package name at ./rt line 157. > Global symbol "$key" requires explicit package name at ./rt line 158. > Global symbol "$key" requires explicit package name at ./rt line 158. > Global symbol "$type" requires explicit package name at ./rt line 158. > Global symbol "$key" requires explicit package name at ./rt line 159. > Global symbol "$key" requires explicit package name at ./rt line 162. > Global symbol "%help" requires explicit package name at ./rt line 166. > Global symbol "$key" requires explicit package name at ./rt line 166. > Unmatched right curly bracket at ./rt line 167, at end of line > ./rt has too many errors. > > Where should I start looking? at line 167 and in svn. There was } or { missed. It was fixed. > > 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 ernest at afrinic.org Thu Oct 7 10:31:57 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Thu, 7 Oct 2004 16:31:57 +0200 (SAST) Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <4164E628.3090000@acronis.com> References: <4164E3E2.9060707@acronis.com> <4164E628.3090000@acronis.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 hello rt-users, more to this, i also have another problem with RTx::Shredder. I m using rt3.0.10 and i have succeeded with RTx::Shredder weeks back. However, i now get the following messages when i try to delete some useless test tickets : [root at simba sbin]# ./rtx-shredder 2004-10-06 14 tickets would be wiped out. Are you shure? [y/N] y [Thu Oct 7 14:28:46 2004] [crit]: Message: 'Dependencies list overflow' Trace begun at /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87 RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x8dc4164)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, 'BaseObj', 'RT::Ticket=HASH(0x8dc5a4c)', 'TargetObj', 'RT::Transaction=HASH(0x8c7457c)') called at /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53 RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x8dc4164)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, 'BaseObj', 'RT::Ticket=HASH(0x8dc5a4c)', 'TargetObjs', 'RT::Transactions=HASH(0x8f6af80)') called at /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59 RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x8dc4164)', 'BaseObj', 'RT::Ticket=HASH(0x8dc5a4c)', 'Flags', 1, 'TargetObjs', 'ARRAY(0x8dc56e0)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)') called at /usr/local/rt3/local/lib/RTx/Shredder/Ticket.pm line 55 RT::Ticket::__DependsOn('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, 'Dependencies', 'RTx::Shredder::Dependencies=HASH(0x8dc4164)') called at /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 39 RT::Record::Dependencies('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)') called at /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 144 RT::Record::_Wipeout('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)') called at /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 134 RT::Record::Wipeout('RT::Ticket=HASH(0x8dc5a4c)') called at ./rtx-shredder line 57 (/usr/local/rt3/lib/RT.pm:254) what might be the problem? any sugestions will be appreciated. regards, ernest. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQWVTYaH3gYhvcd1eAQK93QX5ASBPbybQI+5gQw6iSsKlqSoZnOFO/ou+ pg4kZ8G4Hw+OzOte/c7vAQ7kzr/sJMwk4w9zBkp4utxAjJmiIBb/QG2dVfUpxPBN Lh7TuUZmDsDZP++WxdVjRFU3V6oXuYBUEayk2yZi+ZpqsMw2K6FjDSfhteREtVcb GbASuZQCLYEl8GQCdbXchGGjImJakJd6apNYe9puk6lbdUh7jCpvKN1a8rfQpY5I nbqiPG2rxNV22EgR2LNhAeU3UAJpW4N0 =KHGs -----END PGP SIGNATURE----- From Ruslan.Zakirov at acronis.com Thu Oct 7 10:38:50 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 18:38:50 +0400 Subject: [rt-users] Still having email attatchment corruption after Perlupgrade In-Reply-To: <0FDFC33E89EC734387E0359C1662EFB50B0A246D@mail.admin.wpi.edu> References: <0FDFC33E89EC734387E0359C1662EFB50B0A246D@mail.admin.wpi.edu> Message-ID: <416554FA.4060505@acronis.com> put attached file into /path/to/your/rt/share/html and then in browser goto into http://www.your-rt.com/test.html and past output here. Brelsfoard, Alex wrote: > My original message is below. I was asked whether we were using FastCGI or > Mod_Perl. We are using mod_perl. After talking with my administrator about > this he rebuil;t mod_perl. But the problem still persists. What other > information do you need? Any other suggestions? > Thanks a lot. > > --Alex Brelsfoard > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com on behalf of Brelsfoard, Alex > Sent: Wed 9/29/2004 2:47 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Still having email attatchment corruption after > Perlupgrade > > OK, so we were having problems with some (randomly) attachments being sent in > or manually uploaded into RT. It was the whole "RT added extra bytes to the > file" problem. So I reasearched the problem and found that we were using > Perl 5.8.0. Sounds like an obvious problem. So we upgraded to 5.8.5. > Everything seemed ti go smoothly for ~2 days. And then it all started > happening again. I have verified that Perl 5.8.5 is indeed still installed > and active. We are on RT version 3.0.8 on RH Linux. > > Any suggestions/idas? > > Thanks. > > --Alex > > > Alex Brelsfoard > Web Applications Developer > Web Development Office > Worcester Polytechnic Institute > 508-831-6147 > alexb at wpi.edu > > > > > _______________________________________________ > 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 berking at web.de Thu Oct 7 10:17:29 2004 From: berking at web.de (Axel Berking) Date: Thu, 7 Oct 2004 16:17:29 +0200 (CEST) Subject: [rt-users] Installation RT 3.2.2 with Debian Sarge Message-ID: <57822.213.70.107.33.1097158649.squirrel@213.70.107.33> Hello, i've tried to install the new RT 3.2.2. on a Debian Sarge System. I want to access RT only from sub1.domain.com/rt. My problem is, that i won't run. It just put out that i have to set up my apache Server. [Enviroment: apache 1.3, mysql 4.x, debian sarge, rt 3.2.2] $make testdeps send out no errors I think that the error is within my $configure command: i entered this : ./configure --with-www-user=www-data --with-web-group=www-data --with-rt-group=www-data --with-rt-user=www-data The installation is within /usr/request-tracker3/share/html, might this be a problem? i used the following users, www-data-> because the default user for apache @ debian systems. rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www-data)...found web group (www-data)...found The Database is also set up correctly into the datatable rt3. My RT_SiteConfig.pm Set($WebPath , "/rt"); Set($WebBaseURL , "http://sub1.domain.com"); My httpd.conf ServerName sub1.domain.com DocumentRoot /usr/request-tracker3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/request-tracker3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Anyone any idea, what to do? Thanks a lot for help Axel From Ruslan.Zakirov at acronis.com Thu Oct 7 10:50:04 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 18:50:04 +0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: References: <4164E3E2.9060707@acronis.com> <4164E628.3090000@acronis.com> Message-ID: <4165579C.3010802@acronis.com> Hello, Ernest. It's not error, but protection from circular dependencies and bugs in my code. I set limit on object dependencies list, by default it's 1000. In most cases ticket or other objects shouldn't have more then 1000 related objects. It could happen if you have big mail loop(we had one loop with 6000 transactions). Could you wait for 0.02. I'll release it today(really). I'll add to release more output of debug info on this problem to be shure that this isn't bug in my code. Best regards. Ruslan. Ernest Byaruhanga wrote: > hello rt-users, > > more to this, i also have another problem with RTx::Shredder. > > I m using rt3.0.10 and i have succeeded with RTx::Shredder weeks back. > However, i now get the following messages when i try to delete some > useless test tickets : > > [root at simba sbin]# ./rtx-shredder 2004-10-06 > 14 tickets would be wiped out. > Are you shure? [y/N] y > [Thu Oct 7 14:28:46 2004] [crit]: Message: 'Dependencies list overflow' > > > Trace begun at /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line > 87 > RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x8dc4164)', > 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, 'BaseObj', > 'RT::Ticket=HASH(0x8dc5a4c)', 'TargetObj', > 'RT::Transaction=HASH(0x8c7457c)') called at > /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53 > RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x8dc4164)', > 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, 'BaseObj', > 'RT::Ticket=HASH(0x8dc5a4c)', 'TargetObjs', > 'RT::Transactions=HASH(0x8f6af80)') called at > /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59 > RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x8dc4164)', > 'BaseObj', 'RT::Ticket=HASH(0x8dc5a4c)', 'Flags', 1, 'TargetObjs', > 'ARRAY(0x8dc56e0)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)') called at > /usr/local/rt3/local/lib/RTx/Shredder/Ticket.pm line 55 > RT::Ticket::__DependsOn('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', > 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, 'Dependencies', > 'RTx::Shredder::Dependencies=HASH(0x8dc4164)') called at > /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 39 > RT::Record::Dependencies('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', > 'RTx::Shredder=HASH(0x8f6b6ac)') called at > /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 144 > RT::Record::_Wipeout('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', > 'RTx::Shredder=HASH(0x8f6b6ac)') called at > /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 134 > RT::Record::Wipeout('RT::Ticket=HASH(0x8dc5a4c)') called at ./rtx-shredder > line 57 > (/usr/local/rt3/lib/RT.pm:254) > > > what might be the problem? any sugestions will be appreciated. > > regards, > > ernest. > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.4 (GNU/Linux) > > iQDVAwUBQWVTYaH3gYhvcd1eAQK93QX5ASBPbybQI+5gQw6iSsKlqSoZnOFO/ou+ > pg4kZ8G4Hw+OzOte/c7vAQ7kzr/sJMwk4w9zBkp4utxAjJmiIBb/QG2dVfUpxPBN > Lh7TuUZmDsDZP++WxdVjRFU3V6oXuYBUEayk2yZi+ZpqsMw2K6FjDSfhteREtVcb > GbASuZQCLYEl8GQCdbXchGGjImJakJd6apNYe9puk6lbdUh7jCpvKN1a8rfQpY5I > nbqiPG2rxNV22EgR2LNhAeU3UAJpW4N0 > =KHGs > -----END PGP SIGNATURE----- From mail.sw.rt.users at spam.fi.basen.net Thu Oct 7 10:59:07 2004 From: mail.sw.rt.users at spam.fi.basen.net (Kaj J.Niemi) Date: Thu, 7 Oct 2004 17:59:07 +0300 (EEST) Subject: [rt-users] implementing an almost realtime status box References: <20041006220838.3AD812F4176@d106.fi.basen.net> <4164E774.2080904@acronis.com> <20041007134903.6F6582F4176@d106.fi.basen.net> <41654FC6.9050301@acronis.com> Message-ID: <20041007145907.8C4872F4176@d106.fi.basen.net> > 1) You should use multiple fields to order, one field is not enough. > 2) it's save to do while( my $transaction = $Transactions->Next ) > 3) Transaction inherit rights from its Ticket > 4) Check rights before callback it would be faster. Ok, fixed all of these. I sent a newer version to #6169. Thanks for your input. :) // kaj From Joerg.Jacobsen at ee-consultants.de Thu Oct 7 10:31:37 2004 From: Joerg.Jacobsen at ee-consultants.de (=?iso-8859-1?Q?=22Jacobsen=2C_J=F6rg=22?=) Date: Thu, 7 Oct 2004 16:31:37 +0200 Subject: [rt-users] [ee-consultants.de #1196] Stylesheets sometimes lost and "page cannot be displayed" errors on RT 3.2.2 Message-ID: <0948B33B7003EB4B9AAA429564486192011D3C81@mail.ee-consultants.de> Hi there, after upgrading from 3.0.10 to 3.2.2 every now and then our RT web gui seems to lose all stylesheet information. Additionally quite frequently we are confronted with "page cannot be displayed" errors. Any ideas about its cause(s)? Our setup is Apache Version ist 1.3.31, Perl 5.8.4, apache_modperl 1.29.0.2 Regards, E&E information consultants AG J?rg Jacobsen IT Architecture and Solution Development Invalidenstra?e 112, D-10115 Berlin Phone: +49-30-280 488 0 Fax: +49-30-280 488 28 Joerg.Jacobsen at ee-consultants.de www.ee-consultants.de From vivek at khera.org Thu Oct 7 11:16:06 2004 From: vivek at khera.org (Vivek Khera) Date: Thu, 7 Oct 2004 11:16:06 -0400 Subject: [rt-users] [ee-consultants.de #1196] Stylesheets sometimes lost and "page cannot be displayed" errors on RT 3.2.2 In-Reply-To: <0948B33B7003EB4B9AAA429564486192011D3C81@mail.ee-consultants.de> References: <0948B33B7003EB4B9AAA429564486192011D3C81@mail.ee-consultants.de> Message-ID: On Oct 7, 2004, at 10:31 AM, Jacobsen, J?rg wrote: > after upgrading from 3.0.10 to 3.2.2 every now and then our RT web gui > seems to lose all stylesheet information. Additionally quite > frequently we are confronted with "page cannot be displayed" errors. > Any ideas about its cause(s)? Our setup is I see them a lot too. No cause located, and nothing shows up in the httpd error logs either, which makes it a PITA to track it down. I upgraded from RT 2.x to 3.2, not that it would make a difference from where the database came... Vivek Khera, Ph.D. +1-301-869-4449 x806 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From hubert.lubaczewski at eo.pl Thu Oct 7 11:22:45 2004 From: hubert.lubaczewski at eo.pl (hubert lubaczewski) Date: Thu, 7 Oct 2004 17:22:45 +0200 Subject: [rt-users] going back to queue page? Message-ID: <20041007152245.GA6622@eo.pl> hi i just upgraded to 3.2.2, and found one thing just terrible. we have a lot of queues. so, when i press "Home" i see the list. then i click on a queue name and it transferrs me to queue page (basically search for "queue = 'something' and (status = 'open' or status = 'new')). great. i open a ticket, and on ticket page, press "Show results" in hope it will move me to queue page, but NO ! it doesn't. it shows no tickets. what's more - in 3.0.6 i could click on "Tickets" and get back to queue page, but in 3.2.2 it also doesn't work. so basically i[m stuck with going "Home" and then rechoosing queue. am i missing something really obvious or is it really that screwed? best regards depesz -- hubert lubaczewski Network Operations Center Eo Networks Sp. z o.o. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From mailbag at anothernet.com Thu Oct 7 11:26:40 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 7 Oct 2004 11:26:40 -0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <4164E3E2.9060707@acronis.com> Message-ID: Thanks for the reply! > Do you have any reports in RT log? RTx::Shredder uses 'warning' level > when delete records from DB. > I don't get anything in the logs. Here are my logging settings: Set($LogToSyslog , 'warning'); Set($LogToScreen , 'error'); Set($LogToFile , 'warning'); Set($LogDir, '/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log The log file is zero-length. No errors are reported anywhere else. > Ok. You can ignore that .rej 3.0.7-3.0.8 have no code in > Tickets_Overlay_SQL.pm that restrict search on deleted tickets, but have > code in other files that doesn't allow me to step through collection of > the tickets. > So... does this mean I'm out of luck? The patch is not necessary (it doesn't do anything anyway), but the script won't work regardless? What can I do? Thanks! From Ruslan.Zakirov at acronis.com Thu Oct 7 11:40:12 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 19:40:12 +0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: References: Message-ID: <4165635C.5050106@acronis.com> Adolfo Santiago wrote: > Thanks for the reply! > > >>Do you have any reports in RT log? RTx::Shredder uses 'warning' level >>when delete records from DB. >> > > > I don't get anything in the logs. Here are my logging settings: > > Set($LogToSyslog , 'warning'); > Set($LogToScreen , 'error'); > Set($LogToFile , 'warning'); > Set($LogDir, '/var/log'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > The log file is zero-length. No errors are reported anywhere else. > > >>Ok. You can ignore that .rej 3.0.7-3.0.8 have no code in >>Tickets_Overlay_SQL.pm that restrict search on deleted tickets, but have >>code in other files that doesn't allow me to step through collection of >>the tickets. >> > > > So... does this mean I'm out of luck? The patch is not necessary (it > doesn't do anything anyway), but the script won't work regardless? No, this mean that you still must apply patch, but you can safely ignore rejections in Tickets_Overlay_SQL.pm. > > What can I do? > > Thanks! > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From nvarney at edt.fr Thu Oct 7 12:35:22 2004 From: nvarney at edt.fr (nvarney at edt.fr) Date: Thu, 7 Oct 2004 17:35:22 +0100 Subject: [rt-users] Logo trouble after upgrade 3.2.1 -> 3.2.2 Message-ID: <41256F26.005B1FFD.00@notes.edt.fr> The Best Practical logo only appears correctly on Home page of RT All other pages, logo is missing (bad URL) Exemple: Tickets Search main page: HTML refers to '/Search/NoAuth/images//bplogo.gif for the logo and it's not found. The logo is only found with /NoAuth/images//bplogo.gif In HTML code : Should be in sub pages ? Any clues ? Nicolas Varney From bfdi533 at cbacc-security3.mccombs.utexas.edu Thu Oct 7 11:48:42 2004 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Thu, 07 Oct 2004 10:48:42 -0500 Subject: [rt-users] autogenerated password bug Message-ID: <1097164122.16819.7.camel@cbacc-security3.bus.utexas.edu> I have added the following code from the RTWiki to autogenerate a password for a new user: { if (($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." "; } } Now, once that was implemented, it seemed to work just fine. But, then I got a user reporting that he had gotten THREE username/password combos in the same autoreply. Checking into this I found that all of the users in the email had created tickets in the system previously. This is a pretty big bug and has resulted in both the user and my department director expressing concern over this bug. In looking through the code, there are no where clauses and no splits that I can see would account for multiple entries. Any ideas why this would create THREE username/password entries in the autoreply??? Ed Davison From mailbag at anothernet.com Thu Oct 7 11:50:17 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 7 Oct 2004 11:50:17 -0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <4165579C.3010802@acronis.com> Message-ID: Will you be including anything in the next release that may be able to help me with my problem? Please let me know if I can help you in any way. Thanks! From Ruslan.Zakirov at acronis.com Thu Oct 7 12:17:43 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 20:17:43 +0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: References: Message-ID: <41656C27.6030209@acronis.com> Adolfo Santiago wrote: > Will you be including anything in the next release that may be able to help > me with my problem? Please let me know if I can help you in any way. Ok. 1) If you didn't apply patch then apply it(even if it fails on Tickets_Overlay_SQL.pm). 2) run rtx-shredder script 3) look in logs and see if it deleted any records, if not then it's bad. stop here. report back. 4) rerun script with same argument. script should report that Tickets list is empty. 5) success, report back. > > 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 mumphrey at pop100.gsfc.nasa.gov Thu Oct 7 12:20:05 2004 From: mumphrey at pop100.gsfc.nasa.gov (Mike Umphreys) Date: Thu, 7 Oct 2004 12:20:05 -0400 Subject: [rt-users] httpd.conf Help Message-ID: <000001c4ac89$819773e0$23c8b780@gsfc.nasa.gov> Here is what I get when I try to display the webpage package RT::Mason; use strict; use vars '$Handler'; use File::Basename; require ('/usr/local/RT-3.2.2/bin/webmux.pl'); # Enter CGI::Fast mode, which should also work as a vanilla CGI script. require CGI::Fast; RT::Init(); while ( my $cgi = CGI::Fast->new ) { # the whole point of fastcgi requires the env to get reset here.. # So we must squash it again $ENV{'PATH'} = '/bin:/usr/bin'; $ENV{'CDPATH'} = '' if defined $ENV{'CDPATH'}; $ENV{'SHELL'} = '/bin/sh' if defined $ENV{'SHELL'}; $ENV{'ENV'} = '' if defined $ENV{'ENV'}; $ENV{'IFS'} = '' if defined $ENV{'IFS'}; RT::ConnectToDatabase(); if ( ( !$Handler->interp->comp_exists( $cgi->path_info ) ) && ( $Handler->interp->comp_exists( $cgi->path_info . "/index.html" ) ) ) { $cgi->path_info( $cgi->path_info . "/index.html" ); } eval { $Handler->handle_cgi_object($cgi); }; if ($@) { $RT::Logger->crit($@); } if ($RT::Handle->TransactionDepth) { $RT::Handle->ForceRollback; $RT::Logger->crit("Transaction not committed. Usually indicates a software fault. Data loss may have occurred") ; } } 1; Im trying to use fastcgi. Let me know if you need anything else. Sr. Network Administrator The Boeing Company 301-614-6980 mumphrey at pop100.gsfc.nasa.gov -------------- next part -------------- An HTML attachment was scrubbed... URL: From mumphrey at pop100.gsfc.nasa.gov Thu Oct 7 11:29:56 2004 From: mumphrey at pop100.gsfc.nasa.gov (Mike Umphreys) Date: Thu, 7 Oct 2004 11:29:56 -0400 Subject: [rt-users] httpd.conf setup Message-ID: <000b01c4ac82$801b8670$23c8b780@gsfc.nasa.gov> Hello, Im trying to setup RT-3.2.2 for about 6 weeks now. Ive nor gotten RT to display the "your almost there" webpage. Inside the httpd.conf file, I need to know how to specify im using fastcgi. Im using Apache 2.0.51, MySQL 4.0.21, Perl 5.8.3. Am I even close? Im getting ready to pull all my hair out. Thanks Mike Umphreys Sr. Network Administrator The Boeing Company 301-614-6980 mumphrey at pop100.gsfc.nasa.gov -------------- next part -------------- An HTML attachment was scrubbed... URL: From ernest at afrinic.org Thu Oct 7 12:31:21 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Thu, 7 Oct 2004 18:31:21 +0200 (SAST) Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <4165579C.3010802@acronis.com> References: <4164E3E2.9060707@acronis.com> <4164E628.3090000@acronis.com> <4165579C.3010802@acronis.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 hi Ruslan, On Thu, 7 Oct 2004, Ruslan U. Zakirov wrote: > Hello, Ernest. > It's not error, but protection from circular dependencies and bugs in my code. > I set limit on object dependencies list, by default it's 1000. > > In most cases ticket or other objects shouldn't have more then 1000 related > objects. It could happen if you have big mail loop(we had one loop with 6000 > transactions). you are right, many of these tickets i am trying to delete were actually mail loops. > Could you wait for 0.02. I'll release it today(really). I'll add to release > more output of debug info on this problem to be shure that this isn't bug in > my code. okay thanks, i will try to get 0.02 by end of today :) many thanks, ernest. > > Best regards. Ruslan. > > Ernest Byaruhanga wrote: > > hello rt-users, > > > > more to this, i also have another problem with RTx::Shredder. > > > > I m using rt3.0.10 and i have succeeded with RTx::Shredder weeks back. > > However, i now get the following messages when i try to delete some useless > > test tickets : > > > > [root at simba sbin]# ./rtx-shredder 2004-10-06 > > 14 tickets would be wiped out. > > Are you shure? [y/N] y > > [Thu Oct 7 14:28:46 2004] [crit]: Message: 'Dependencies list overflow' > > > > > > Trace begun at /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87 > > RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH > > (0x8dc4164)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, > > 'BaseObj', 'RT::Ticket=HASH(0x8dc5a4c)', 'TargetObj', > > 'RT::Transaction=HASH(0x8c7457c)') called at > > /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53 > > RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HA > > SH(0x8dc4164)', 'Shredder', 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, > > 'BaseObj', 'RT::Ticket=HASH(0x8dc5a4c)', 'TargetObjs', > > 'RT::Transactions=HASH(0x8f6af80)') called at > > /usr/local/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59 > > RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HA > > SH(0x8dc4164)', 'BaseObj', 'RT::Ticket=HASH(0x8dc5a4c)', 'Flags', 1, > > 'TargetObjs', 'ARRAY(0x8dc56e0)', 'Shredder', > > 'RTx::Shredder=HASH(0x8f6b6ac)') called at > > /usr/local/rt3/local/lib/RTx/Shredder/Ticket.pm line 55 > > RT::Ticket::__DependsOn('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', > > 'RTx::Shredder=HASH(0x8f6b6ac)', 'Flags', 1, 'Dependencies', > > 'RTx::Shredder::Dependencies=HASH(0x8dc4164)') called at > > /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 39 > > RT::Record::Dependencies('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', > > 'RTx::Shredder=HASH(0x8f6b6ac)') called at > > /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 144 > > RT::Record::_Wipeout('RT::Ticket=HASH(0x8dc5a4c)', 'Shredder', > > 'RTx::Shredder=HASH(0x8f6b6ac)') called at > > /usr/local/rt3/local/lib/RTx/Shredder/Record.pm line 134 > > RT::Record::Wipeout('RT::Ticket=HASH(0x8dc5a4c)') called at ./rtx-shredder > > line 57 > > (/usr/local/rt3/lib/RT.pm:254) > > > > > > what might be the problem? any sugestions will be appreciated. > > > > regards, > > > > ernest. > > > > -----BEGIN PGP SIGNATURE----- > > Version: GnuPG v1.2.4 (GNU/Linux) > > > > iQDVAwUBQWVTYaH3gYhvcd1eAQK93QX5ASBPbybQI+5gQw6iSsKlqSoZnOFO/ou+ > > pg4kZ8G4Hw+OzOte/c7vAQ7kzr/sJMwk4w9zBkp4utxAjJmiIBb/QG2dVfUpxPBN > > Lh7TuUZmDsDZP++WxdVjRFU3V6oXuYBUEayk2yZi+ZpqsMw2K6FjDSfhteREtVcb > > GbASuZQCLYEl8GQCdbXchGGjImJakJd6apNYe9puk6lbdUh7jCpvKN1a8rfQpY5I > > nbqiPG2rxNV22EgR2LNhAeU3UAJpW4N0 > > =KHGs > > -----END PGP SIGNATURE----- > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQWVvXqH3gYhvcd1eAQISAQX/dwCbNS36w2SuqVRwVI8aeJgyuellhTQ5 uwu+9oBgsYh/YUZcXPvnMQhZsTlQQ5qmcjQJMFk774qI3WkUN+oUVNQSfL3O/UKo +T8Pm9aQE9u7CAU/lxMGUf7tWG2csPNdK9fKLoKvSCoX7EIi4Ya7Be3/8rPxUGtl tOXxr3v4XKU0+UJWLHCU3d2wxydK0Y6GCdYK325ivuMx+1QtAJNFvon4nD3vSeFa WT5lQIxbGQu89e/Idet3VESCcdbhcvJD =qxEc -----END PGP SIGNATURE----- From as at sysformance.com Thu Oct 7 12:31:18 2004 From: as at sysformance.com (Aurel Schwarzentruber) Date: Thu, 7 Oct 2004 18:31:18 +0200 Subject: [rt-users] going back to queue page? In-Reply-To: <20041007152245.GA6622@eo.pl> References: <20041007152245.GA6622@eo.pl> Message-ID: <200410071831.18192.as@sysformance.com> On Thursday October 7 2004 17:22, hubert lubaczewski wrote: > hi > i just upgraded to 3.2.2, and found one thing just terrible. > > i open a ticket, and on ticket page, press "Show results" in hope it > will move me to queue page, but NO ! it doesn't. > it shows no tickets. > what's more - in 3.0.6 i could click on "Tickets" and get back to queue > page, but in 3.2.2 it also doesn't work. same problem here, it's really annoying. cheers aurel From daves at wavesco.com Thu Oct 7 12:55:09 2004 From: daves at wavesco.com (David J. Schnardthorst) Date: Thu, 7 Oct 2004 11:55:09 -0500 Subject: [rt-users] autogenerated password bug In-Reply-To: <1097164122.16819.7.camel@cbacc-security3.bus.utexas.edu> Message-ID: <011b01c4ac8e$67910fb0$0804a8c0@wc7cljf21> I have had the same experience and have since yanked the code out until a solution can be found. David J. Schnardthorst Waves Corporation Phone: 314.974.0932 / Fax: 636.410-0630 Email: daves at wavesco.com http://www.wavesco.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ed Davison Sent: Thursday, October 07, 2004 10:49 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] autogenerated password bug I have added the following code from the RTWiki to autogenerate a password for a new user: { if (($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." "; } } Now, once that was implemented, it seemed to work just fine. But, then I got a user reporting that he had gotten THREE username/password combos in the same autoreply. Checking into this I found that all of the users in the email had created tickets in the system previously. This is a pretty big bug and has resulted in both the user and my department director expressing concern over this bug. In looking through the code, there are no where clauses and no splits that I can see would account for multiple entries. Any ideas why this would create THREE username/password entries in the autoreply??? Ed Davison _______________________________________________ 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 Thu Oct 7 13:37:25 2004 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 07 Oct 2004 12:37:25 -0500 Subject: [rt-users] httpd.conf setup In-Reply-To: <000b01c4ac82$801b8670$23c8b780@gsfc.nasa.gov> References: <000b01c4ac82$801b8670$23c8b780@gsfc.nasa.gov> Message-ID: <1097170645.86901.126.camel@scotth.emsphone.com> First off I'm not sure what you are asking, but if you go to this url, http://gossamer-threads.com/lists/rt/users/ and do a search on FastCGI, there are lots of posts that come up. I'm sorry I don't use FastCGI, although I was thinking of trying it with Apache2, so I can't help much. The README from the dist directory explains how to setup FastCGI. On Thu, 2004-10-07 at 10:29, Mike Umphreys wrote: > Hello, > > > > Im trying to setup RT-3.2.2 for about 6 weeks now. Ive nor gotten RT > to display the ?your almost there? webpage. Inside the httpd.conf > file, I need to know how to specify im using fastcgi. Im using Apache > 2.0.51, MySQL 4.0.21, Perl 5.8.3. Am I even close? Im getting ready > to pull all my hair out. > > > > Thanks > > Mike Umphreys > > > > Sr. Network Administrator > > The Boeing Company > > 301-614-6980 > > mumphrey at pop100.gsfc.nasa.gov > > > > > > ______________________________________________________________________ > _______________________________________________ > 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 Oct 7 14:11:45 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 22:11:45 +0400 Subject: [rt-users] httpd.conf setup In-Reply-To: <000b01c4ac82$801b8670$23c8b780@gsfc.nasa.gov> References: <000b01c4ac82$801b8670$23c8b780@gsfc.nasa.gov> Message-ID: <416586E1.5070102@acronis.com> Did you see this: http://wiki.bestpractical.com/index.cgi?FastCGIFAQ and http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration and http://wiki.bestpractical.com/index.cgi?InstallationGuides Mike Umphreys wrote: > Hello, > > > > Im trying to setup RT-3.2.2 for about 6 weeks now. Ive nor gotten RT to > display the ?your almost there? webpage. Inside the httpd.conf file, I > need to know how to specify im using fastcgi. Im using Apache 2.0.51, > MySQL 4.0.21, Perl 5.8.3. Am I even close? Im getting ready to pull > all my hair out. > > > > Thanks > > Mike Umphreys > > > > Sr. Network Administrator > > The Boeing Company > > 301-614-6980 > > mumphrey at pop100.gsfc.nasa.gov > From Ruslan.Zakirov at acronis.com Thu Oct 7 14:16:02 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 07 Oct 2004 22:16:02 +0400 Subject: [rt-users] Logo trouble after upgrade 3.2.1 -> 3.2.2 In-Reply-To: <41256F26.005B1FFD.00@notes.edt.fr> References: <41256F26.005B1FFD.00@notes.edt.fr> Message-ID: <416587E2.5060908@acronis.com> nvarney at edt.fr wrote: > > The Best Practical logo only appears correctly on Home page of RT > All other pages, logo is missing (bad URL) > > Exemple: > Tickets Search main page: HTML refers to '/Search/NoAuth/images//bplogo.gif for > the logo and it's not found. > The logo is only found with /NoAuth/images//bplogo.gif > > In HTML code : height="50"> > Should be height="50"> in sub pages ? What do you have in your RT site config web paths? Options: Set($WebPath , ""); Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); Set($LogoURL , $WebImagesURL . "rt.jpg"); > > Any clues ? > > Nicolas Varney > > > _______________________________________________ > 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 Thu Oct 7 14:41:05 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Oct 2004 14:41:05 -0400 Subject: [rt-users] [ee-consultants.de #1196] Stylesheets sometimes lost and "page cannot be displayed" errors on RT 3.2.2 In-Reply-To: <0948B33B7003EB4B9AAA429564486192011D3C81@mail.ee-consultants.de> References: <0948B33B7003EB4B9AAA429564486192011D3C81@mail.ee-consultants.de> Message-ID: <720691F3-1890-11D9-AF62-000A95AE249E@bestpractical.com> On Oct 7, 2004, at 10:31 AM, Jacobsen, J?rg wrote: > Hi there, > > after upgrading from 3.0.10 to 3.2.2 every now and then our RT web gui > seems to lose all stylesheet information. Additionally quite > frequently we are confronted with "page cannot be displayed" errors. > Any ideas about its cause(s)? Our setup is > Is it browser-specific? Are you using ssl? Does the browser request the CSS stylesheet, according to apache's logs? > From mailbag at anothernet.com Thu Oct 7 15:35:30 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 7 Oct 2004 15:35:30 -0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <41656C27.6030209@acronis.com> Message-ID: OK! Reporting... 1. Applying the patch generated the following reject file (which you requested I ignore but I'm putting here just in case): ============================================================ *************** *** 387,394 **** VALUE => 'ticket'); } - # We never ever want to show deleted tickets - $self->SUPER::Limit(FIELD => 'Status' , OPERATOR => '!=', VALUE => 'deleted' ); # set SB's dirty flag --- 387,398 ---- VALUE => 'ticket'); } + # We don't want deleted tickets unless 'allow_deleted_search' is set + unless( $self->{'allow_deleted_search'} ) { + $self->SUPER::Limit(FIELD => 'Status', + OPERATOR => '!=', + VALUE => 'deleted'); + } # set SB's dirty flag =============================================================== 2. The script seems to work just fine. I ran it once and it told me the number of tickets (3 in this case). I answered "y" to delete them and it created a bunch of entries in the logs. Then I reran the script with the same date and it said "Tickets list is empty." So, I think we are good! 3. WOW!! Deleting 3 tickets generated 583 lines in the log file!! Deleting ~450 tickets generated 10207 log lines. 4. Bottom line: it seems to be working!! 5. Just out of curiosity, what are all these entries in the log that I see? [Thu Oct 7 19:32:14 2004] [warning]: RT::Principal-3959 deleted (/opt/rt3/local /lib/RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::CachedGroupMember-8830 deleted (/opt/r t3/local/lib/RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::Group-3960 deleted (/opt/rt3/local/lib /RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::Principal-3960 deleted (/opt/rt3/local /lib/RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::CachedGroupMember-8831 deleted (/opt/r t3/local/lib/RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::Group-3961 deleted (/opt/rt3/local/lib /RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::Principal-3961 deleted (/opt/rt3/local /lib/RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::Attachment-1492 deleted (/opt/rt3/loca l/lib/RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::Transaction-3286 deleted (/opt/rt3/loc al/lib/RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::Transaction-3288 deleted (/opt/rt3/loc al/lib/RTx/Shredder/Record.pm:167) [Thu Oct 7 19:32:14 2004] [warning]: RT::Ticket-838 deleted (/opt/rt3/local/lib /RTx/Shredder/Record.pm:167) I can understand "Attachment" and "Ticket", but what are "Transaction", "Group", "CachedGroupMember", etc? Thanks! From Ruslan.Zakirov at acronis.com Thu Oct 7 16:15:06 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 08 Oct 2004 00:15:06 +0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: References: Message-ID: <4165A3CA.2060709@acronis.com> Adolfo Santiago wrote: > OK! Reporting... > > 1. Applying the patch generated the following reject file (which you > requested I ignore but I'm putting here just in case): Expected result. I _did_ checked that you can ignore it. [snip] > 2. The script seems to work just fine. I ran it once and it told me the > number of tickets (3 in this case). I answered "y" to delete them and it > created a bunch of entries in the logs. Then I reran the script with the > same date and it said "Tickets list is empty." So, I think we are good! good. > > 3. WOW!! Deleting 3 tickets generated 583 lines in the log file!! > Deleting ~450 tickets generated 10207 log lines. this mean that script has deleted 583 and 10207 records in DB. How large that tickets was? Number of transactions, Attachements? Could you send me log from first run(which is 583 lines and off list)? Just want to look on it. > > 4. Bottom line: it seems to be working!! > > 5. Just out of curiosity, what are all these entries in the log that I see? > [snip] > > I can understand "Attachment" and "Ticket", but what are "Transaction", > "Group", "CachedGroupMember", etc? Read http://wiki.bestpractical.com/index.cgi?DatabaseAdmin There is description how to delete tickets at the end. Original author describe most transparent things, but read my notes and you understand why RTx::Shredder deletes records in Groups, GroupMembers, CachedGroupMembers, ACL, Principals, Links... > > > 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 say_ten at multiplay.co.uk Thu Oct 7 16:56:55 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Thu, 07 Oct 2004 21:56:55 +0100 Subject: [rt-users] going back to queue page? In-Reply-To: <200410071831.18192.as@sysformance.com> References: <20041007152245.GA6622@eo.pl> <200410071831.18192.as@sysformance.com> Message-ID: <4165AD97.4070407@multiplay.co.uk> Yes it doesn't read the Session stored query in the distributed version of "Search/Results.html". I can't remember what I did exactly so I've attached the copy I use. Plonk it in "local/html/Search/" so as not to overwrite the distributed copy and it'll sort that issue. I think there's something fundamentally wrong with the session handling however and I'm sure fixes will make their way into the release. Aurel Schwarzentruber wrote: > On Thursday October 7 2004 17:22, hubert lubaczewski wrote: > >>hi >>i just upgraded to 3.2.2, and found one thing just terrible. >> >>i open a ticket, and on ticket page, press "Show results" in hope it >>will move me to queue page, but NO ! it doesn't. >>it shows no tickets. >>what's more - in 3.0.6 i could click on "Tickets" and get back to queue >>page, but in 3.2.2 it also doesn't work. > > > same problem here, it's really annoying. > > cheers > aurel > _______________________________________________ > 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Oct 7 16:57:34 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Oct 2004 16:57:34 -0400 Subject: [rt-users] going back to queue page? In-Reply-To: <4165AD97.4070407@multiplay.co.uk> References: <20041007152245.GA6622@eo.pl> <200410071831.18192.as@sysformance.com> <4165AD97.4070407@multiplay.co.uk> Message-ID: <20041007205734.GE7035@pallas.eruditorum.org> > I think there's something fundamentally wrong with the session handling > however and I'm sure fixes will make their way into the release. Hm? Want to clarify that a bit? Jesse From mailbag at anothernet.com Thu Oct 7 17:18:56 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 7 Oct 2004 17:18:56 -0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <4165A3CA.2060709@acronis.com> Message-ID: I sent you a .gz version of the log file via e-mail. From mailbag at anothernet.com Thu Oct 7 19:24:09 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 7 Oct 2004 19:24:09 -0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <4165A3CA.2060709@acronis.com> Message-ID: One more question, if I may... What does this mean? [Thu Oct 7 21:58:00 2004] [crit]: Trying to check RT::Ticket rights for an unspecified RT::Ticket (/opt/rt3/lib/RT/Principal_Overlay.pm:355) I've received a couple of these while running the rtx-shredder script. Thanks! > -----Original Message----- > From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] > Sent: Thursday, October 07, 2004 4:15 PM > To: Adolfo Santiago > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RTx::Shredder Questions > > > Adolfo Santiago wrote: > > OK! Reporting... > > > > 1. Applying the patch generated the following reject file (which you > > requested I ignore but I'm putting here just in case): > Expected result. I _did_ checked that you can ignore it. > > [snip] > > 2. The script seems to work just fine. I ran it once and it > told me the > > number of tickets (3 in this case). I answered "y" to delete > them and it > > created a bunch of entries in the logs. Then I reran the > script with the > > same date and it said "Tickets list is empty." So, I think we are good! > good. > > > > > 3. WOW!! Deleting 3 tickets generated 583 lines in the log file!! > > Deleting ~450 tickets generated 10207 log lines. > this mean that script has deleted 583 and 10207 records in DB. > How large that tickets was? Number of transactions, Attachements? Could > you send me log from first run(which is 583 lines and off list)? Just > want to look on it. > > > > > 4. Bottom line: it seems to be working!! > > > > 5. Just out of curiosity, what are all these entries in the > log that I see? > > > [snip] > > > > > I can understand "Attachment" and "Ticket", but what are "Transaction", > > "Group", "CachedGroupMember", etc? > Read http://wiki.bestpractical.com/index.cgi?DatabaseAdmin > There is description how to delete tickets at the end. Original author > describe most transparent things, but read my notes and you understand > why RTx::Shredder deletes records in Groups, GroupMembers, > CachedGroupMembers, ACL, Principals, Links... > > > > > > > Thanks! > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From mailbag at anothernet.com Thu Oct 7 19:53:49 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 7 Oct 2004 19:53:49 -0400 Subject: [rt-users] rtx-validator compile error In-Reply-To: <4165635C.5050106@acronis.com> Message-ID: I'm attempting to run the script "rtx-validator" from the RTx::Shredder package, but I'm getting a compile error. Here it is: ===== Bareword "INVALID" not allowed while "strict subs" in use at ./rtx-validator line 91. Execution of ./rtx-validator aborted due to compilation errors. ===== Line 91 is: foreach my $record( keys %{ $shredder->{'Cache'} } ) { next unless( $record->{'State'} & INVALID ); <<<<---------------- warn $record->{'Object'}->_AsString ."is invalid\n"; warn "\t". ref($record->{'Description'}) ? join( "\n\t", $record->{'Description'} ) : $record->{'Description'} ."\n"; } rtx-shredder works fine. I'm trying to run "rtx-validator -o Ticket". Any ideas? Thanks! From SGeorge at esassoc.com Thu Oct 7 20:04:30 2004 From: SGeorge at esassoc.com (George, Suzanne) Date: Thu, 7 Oct 2004 17:04:30 -0700 Subject: [rt-users] Help with installation please Message-ID: <5F7C77902F8D5449870E429B8EFF198502EBBE6F@exch-sf.esa_sf_2k.com> I am a new user / admin to rt3 and am having some difficulty getting it to work properly on Fedora v2. I am getting the following error: My apache error_log contains: [client 127.0.0.1] Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' at /apps/rt3/lib/RT.pm I have MySQL 4.0.21 installed as: #rpm -qa | grep MySQL MySQL-server-4.0.21-0 MySQL-bench-4.0.21-0 perl-DBD-MySQL-2.9003-4 MySQL-shared-4.0.21-0 MySQL-client-4.0.21-0 MySQL-Max-4.0.21-0 MySQL-devel-4.0.21-0 MySQL-embedded-4.0.21-0 And followed all the instructions from wiki.bestpractical.com for the setup of the configuration file RT_*Config.pm I have modified my /etc/php.ini file to reflect mysql.default_socket = /var/lib/mysql/mysql.sock I have in /usr/lib # ls libmysqlclient* libmysqlclient_r.so libmysqlclient.so libmysqlclient.so.12 libmysqlclient_r.so.12 libmysqlclient.so.10 libmysqlclient.so.12.0.0 libmysqlclient_r.so.12.0.0 libmysqlclient.so.10.0.0 Any ideas? If I do a simple: ln -s /var/lib/mysql/mysql.sock /tmp And restart apache.. Upon attempting to login I get: FAILED LOGIN for root from 127.0.0.1 Thanks for any help you can provide. suz From Ruslan.Zakirov at acronis.com Fri Oct 8 00:38:22 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 08 Oct 2004 08:38:22 +0400 Subject: [rt-users] rtx-validator compile error In-Reply-To: References: Message-ID: <416619BE.6030503@acronis.com> I've fixed it in upcoming 0.02(working on it right now), but this script is not well tested yet. Adolfo Santiago wrote: > I'm attempting to run the script "rtx-validator" from the RTx::Shredder > package, but I'm getting a compile error. Here it is: > > ===== > > Bareword "INVALID" not allowed while "strict subs" in use at ./rtx-validator > line 91. > Execution of ./rtx-validator aborted due to compilation errors. > > ===== > > Line 91 is: > > foreach my $record( keys %{ $shredder->{'Cache'} } ) { > next unless( $record->{'State'} & INVALID ); > <<<<---------------- > warn $record->{'Object'}->_AsString ."is invalid\n"; > warn "\t". ref($record->{'Description'}) ? > join( "\n\t", $record->{'Description'} ) : > $record->{'Description'} > ."\n"; > } > > rtx-shredder works fine. I'm trying to run "rtx-validator -o Ticket". > > Any ideas? > > 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 Ruslan.Zakirov at acronis.com Fri Oct 8 00:46:34 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 08 Oct 2004 08:46:34 +0400 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: References: Message-ID: <41661BAA.8080906@acronis.com> Adolfo Santiago wrote: > One more question, if I may... What does this mean? > > [Thu Oct 7 21:58:00 2004] [crit]: Trying to check RT::Ticket rights for an > unspecified RT::Ticket (/opt/rt3/lib/RT/Principal_Overlay.pm:355) Not expected error, but can't debug without log records around it. Cat & send records near it from one [warning]: RT::Ticket-XXX deleted ... to another, block should contain this error. > > I've received a couple of these while running the rtx-shredder script. > > Thanks! Working on dumps of deleted data. So you would be able to restore data on real errors. > > > >>-----Original Message----- >>From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] >>Sent: Thursday, October 07, 2004 4:15 PM >>To: Adolfo Santiago >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] RTx::Shredder Questions >> >> >>Adolfo Santiago wrote: >> >>>OK! Reporting... >>> >>>1. Applying the patch generated the following reject file (which you >>>requested I ignore but I'm putting here just in case): >> >>Expected result. I _did_ checked that you can ignore it. >> >>[snip] >> >>>2. The script seems to work just fine. I ran it once and it >> >>told me the >> >>>number of tickets (3 in this case). I answered "y" to delete >> >>them and it >> >>>created a bunch of entries in the logs. Then I reran the >> >>script with the >> >>>same date and it said "Tickets list is empty." So, I think we are good! >> >>good. >> >> >>>3. WOW!! Deleting 3 tickets generated 583 lines in the log file!! >>>Deleting ~450 tickets generated 10207 log lines. >> >>this mean that script has deleted 583 and 10207 records in DB. >>How large that tickets was? Number of transactions, Attachements? Could >>you send me log from first run(which is 583 lines and off list)? Just >>want to look on it. >> >> >>>4. Bottom line: it seems to be working!! >>> >>>5. Just out of curiosity, what are all these entries in the >> >>log that I see? >> >>[snip] >> >> >>>I can understand "Attachment" and "Ticket", but what are "Transaction", >>>"Group", "CachedGroupMember", etc? >> >>Read http://wiki.bestpractical.com/index.cgi?DatabaseAdmin >>There is description how to delete tickets at the end. Original author >>describe most transparent things, but read my notes and you understand >>why RTx::Shredder deletes records in Groups, GroupMembers, >>CachedGroupMembers, ACL, Principals, Links... >> >> >>> >>>Thanks! >>> >>> >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> ** CRM114 Whitelisted by: lists.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 kevins at zumiez.com Fri Oct 8 01:14:41 2004 From: kevins at zumiez.com (Kevin Sonney) Date: Thu, 7 Oct 2004 22:14:41 -0700 Subject: [rt-users] Help with installation please Message-ID: <8858F7B4353CDD4F98E28CCF88FD3992BF78D2@madison> George, Can you connect to mysql outside of rt, try running "mysql -p -u" from a command line. If you can't connect or login, your mysql configuration is flawed or mysqld isn't running. Run "ps -ef | grep mysqld" and make sure there is a process running. Hope this helps, Kevin -----Original Message----- From: George, Suzanne [mailto:SGeorge at esassoc.com] Sent: Thu 10/7/2004 5:04 PM To: rt-users at lists.bestpractical.com Cc: Subject: [rt-users] Help with installation please I am a new user / admin to rt3 and am having some difficulty getting it to work properly on Fedora v2. I am getting the following error: My apache error_log contains: [client 127.0.0.1] Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' at /apps/rt3/lib/RT.pm I have MySQL 4.0.21 installed as: #rpm -qa | grep MySQL MySQL-server-4.0.21-0 MySQL-bench-4.0.21-0 perl-DBD-MySQL-2.9003-4 MySQL-shared-4.0.21-0 MySQL-client-4.0.21-0 MySQL-Max-4.0.21-0 MySQL-devel-4.0.21-0 MySQL-embedded-4.0.21-0 And followed all the instructions from wiki.bestpractical.com for the setup of the configuration file RT_*Config.pm I have modified my /etc/php.ini file to reflect mysql.default_socket = /var/lib/mysql/mysql.sock I have in /usr/lib # ls libmysqlclient* libmysqlclient_r.so libmysqlclient.so libmysqlclient.so.12 libmysqlclient_r.so.12 libmysqlclient.so.10 libmysqlclient.so.12.0.0 libmysqlclient_r.so.12.0.0 libmysqlclient.so.10.0.0 Any ideas? If I do a simple: ln -s /var/lib/mysql/mysql.sock /tmp And restart apache.. Upon attempting to login I get: FAILED LOGIN for root from 127.0.0.1 Thanks for any help you can provide. suz _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From SGeorge at esassoc.com Fri Oct 8 02:06:32 2004 From: SGeorge at esassoc.com (George, Suzanne) Date: Thu, 7 Oct 2004 23:06:32 -0700 Subject: [rt-users] Help with installation please Message-ID: <5F7C77902F8D5449870E429B8EFF198502EBBE72@exch-sf.esa_sf_2k.com> Thank you for the tip but unfortunately MySQL is happily running. I can connect to it both via the command line and external GUI tools on my laptop. suz ----------------------------------------------------- Suzanne George Director of Information Technology Environmental Science Associates url: http://www.esassoc.com phone: 415-896-5900 cell: 415-238-1470 -----Original Message----- From: Kevin Sonney [mailto:kevins at zumiez.com] Sent: Thursday, October 07, 2004 10:15 PM To: George, Suzanne; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Help with installation please George, Can you connect to mysql outside of rt, try running "mysql -p -u" from a command line. If you can't connect or login, your mysql configuration is flawed or mysqld isn't running. Run "ps -ef | grep mysqld" and make sure there is a process running. Hope this helps, Kevin -----Original Message----- From: George, Suzanne [mailto:SGeorge at esassoc.com] Sent: Thu 10/7/2004 5:04 PM To: rt-users at lists.bestpractical.com Cc: Subject: [rt-users] Help with installation please I am a new user / admin to rt3 and am having some difficulty getting it to work properly on Fedora v2. I am getting the following error: My apache error_log contains: [client 127.0.0.1] Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' at /apps/rt3/lib/RT.pm I have MySQL 4.0.21 installed as: #rpm -qa | grep MySQL MySQL-server-4.0.21-0 MySQL-bench-4.0.21-0 perl-DBD-MySQL-2.9003-4 MySQL-shared-4.0.21-0 MySQL-client-4.0.21-0 MySQL-Max-4.0.21-0 MySQL-devel-4.0.21-0 MySQL-embedded-4.0.21-0 And followed all the instructions from wiki.bestpractical.com for the setup of the configuration file RT_*Config.pm I have modified my /etc/php.ini file to reflect mysql.default_socket = /var/lib/mysql/mysql.sock I have in /usr/lib # ls libmysqlclient* libmysqlclient_r.so libmysqlclient.so libmysqlclient.so.12 libmysqlclient_r.so.12 libmysqlclient.so.10 libmysqlclient.so.12.0.0 libmysqlclient_r.so.12.0.0 libmysqlclient.so.10.0.0 Any ideas? If I do a simple: ln -s /var/lib/mysql/mysql.sock /tmp And restart apache.. Upon attempting to login I get: FAILED LOGIN for root from 127.0.0.1 Thanks for any help you can provide. suz _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From nisse at dc.ltu.se Fri Oct 8 03:46:56 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 08 Oct 2004 09:46:56 +0200 Subject: [rt-users] If bounce send header? Message-ID: <416645F0.1070302@dc.ltu.se> Hello! I had a couple of mails that RT thought were bounces. The info that RT sent was: RT think #21323 is a bounce. And then the content is displayed. Where do I change this behaviour so that RT include perhaps the mail header also, I havent found and scrips that do this stuff. /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 say_ten at multiplay.co.uk Fri Oct 8 04:12:52 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Fri, 08 Oct 2004 09:12:52 +0100 Subject: [rt-users] going back to queue page? In-Reply-To: <20041007205734.GE7035@pallas.eruditorum.org> References: <20041007152245.GA6622@eo.pl> <200410071831.18192.as@sysformance.com> <4165AD97.4070407@multiplay.co.uk> <20041007205734.GE7035@pallas.eruditorum.org> Message-ID: <41664C04.7080403@multiplay.co.uk> "Fundamentally wrong" is completetly the wrong phrase to use. There's nothing fundamentally wrong with it, just a bit late when I wrote the e-mail. However it does appear that it's either not getting set in places or read in places. For example, there's the Search/Results.html thing where it wasn't reading the session variable back in. However I also get the stored ticket list get's stuck if I've been inactive for a while. I click the queue from the home page and the next and prev buttons aren't there as the ticket list session is not matching the search results. I don't know if somethings changed within the Apache::Session module or not, as I do have 1.6 installed, later than the requirements. Jesse Vincent wrote: >>I think there's something fundamentally wrong with the session handling >>however and I'm sure fixes will make their way into the release. > > > Hm? Want to clarify that a bit? > > Jesse -- 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 nvarney at edt.fr Fri Oct 8 05:17:14 2004 From: nvarney at edt.fr (nvarney at edt.fr) Date: Fri, 8 Oct 2004 10:17:14 +0100 Subject: [rt-users] Logo trouble after upgrade 3.2.1 -> 3.2.2 Message-ID: <41256F27.003302EC.00@notes.edt.fr> That was effectively the $WebImagesURL variable. I do some mistake when merging configuration file. All is fixed. Thanks. Nicolas Varney From nvarney at edt.fr Fri Oct 8 05:21:55 2004 From: nvarney at edt.fr (nvarney at edt.fr) Date: Fri, 8 Oct 2004 10:21:55 +0100 Subject: [rt-users] Grandet rights users vs. Non granted rights users Message-ID: <41256F27.003370E0.00@notes.edt.fr> Hi. We are using RT with two queues. Some people are non granted rights users. They see there closed / open tickets and that's fine. Granted rights users don't see there tickets like this when they are requestor. Some user from queue 1 can open tickets for queue 2. How can they easely view their closed / open tickets ? Someone have an idea ? From hubert.lubaczewski at eo.pl Fri Oct 8 04:59:55 2004 From: hubert.lubaczewski at eo.pl (hubert lubaczewski) Date: Fri, 8 Oct 2004 10:59:55 +0200 Subject: [rt-users] going back to queue page? In-Reply-To: <4165AD97.4070407@multiplay.co.uk> References: <20041007152245.GA6622@eo.pl> <200410071831.18192.as@sysformance.com> <4165AD97.4070407@multiplay.co.uk> Message-ID: <20041008085954.GA14681@eo.pl> On Thu, Oct 07, 2004 at 09:56:55PM +0100, Matthew Cheale wrote: > Yes it doesn't read the Session stored query in the distributed version of > "Search/Results.html". I can't remember what I did exactly so I've > attached the copy I use. Plonk it in "local/html/Search/" so as not to > overwrite the distributed copy and it'll sort that issue. > I think there's something fundamentally wrong with the session handling > however and I'm sure fixes will make their way into the release. i kind'of inserted you'r correction in my rt (kind of, because the differences were huge (did you made your Results.html based on 3.2.2?), but i foudn that the important thing was probably: $Query = $session{'tickets'}->Query(); so, i inserted it into my copy of Results.html from 3.2.2, and it didn't work. yet, i found something rather interesting. i made a search using query builder. then i clicked on "home", then choosed some queue, and entered a ticket. then i clicked on "show results" - to tst if it will bring back the queue page, but it didn't. instead it redirected to me to page with results of earlier search from query builder! it looks like rt is treating "queue pages" not as searchs - despite the fact that they are searches in fact! something is really wicked here. depesz -- hubert lubaczewski Network Operations Center Eo Networks Sp. z o.o. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From say_ten at multiplay.co.uk Fri Oct 8 06:26:00 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Fri, 08 Oct 2004 11:26:00 +0100 Subject: [rt-users] going back to queue page? In-Reply-To: <20041008085954.GA14681@eo.pl> References: <20041007152245.GA6622@eo.pl> <200410071831.18192.as@sysformance.com> <4165AD97.4070407@multiplay.co.uk> <20041008085954.GA14681@eo.pl> Message-ID: <41666B38.5060101@multiplay.co.uk> Mine's based on the 3.2.1, I haven't got round to upgrading at this point. But that does look like the line I added indeed. hubert lubaczewski wrote: > On Thu, Oct 07, 2004 at 09:56:55PM +0100, Matthew Cheale wrote: > >>Yes it doesn't read the Session stored query in the distributed version of >>"Search/Results.html". I can't remember what I did exactly so I've >>attached the copy I use. Plonk it in "local/html/Search/" so as not to >>overwrite the distributed copy and it'll sort that issue. >>I think there's something fundamentally wrong with the session handling >>however and I'm sure fixes will make their way into the release. > > > i kind'of inserted you'r correction in my rt (kind of, because the > differences were huge (did you made your Results.html based on 3.2.2?), > but i foudn that the important thing was probably: > $Query = $session{'tickets'}->Query(); > > so, i inserted it into my copy of Results.html from 3.2.2, and it didn't > work. > yet, i found something rather interesting. > i made a search using query builder. > then i clicked on "home", then choosed some queue, and entered a ticket. > then i clicked on "show results" - to tst if it will bring back the > queue page, but it didn't. instead it redirected to me to page with > results of earlier search from query builder! > it looks like rt is treating "queue pages" not as searchs - despite the > fact that they are searches in fact! > something is really wicked here. > > depesz > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 sven.sternberger at desy.de Fri Oct 8 06:42:17 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 08 Oct 2004 12:42:17 +0200 Subject: [rt-users] Repost! Bug in "OnCreate"! Message-ID: <41666F09.9060704@desy.de> Version: RT 3.0.11 OS: Linux (Debian Sarge) DB: mysql4/innodb MTA: Postfix Hello! I've already send this but don't get an answer. I don't have an idea why OnCreate don't work as expected. I create a ticket with the WebGUI and enter a CC address. Now I think the Action: On Create Notify Other Recipients with template Correspondence should send the content of the ticket to the address which is entered in CC. * Has anybody else the problem? * is it a bug? * is it caused by our dual cpu machine? * is there a fix/workaround hope there is anybody in the community who can help. best regards! -------------- next part -------------- An embedded message was scrubbed... From: Sven Sternberger Subject: [rt-users] Bug in onCreate? Date: Wed, 06 Oct 2004 13:45:56 +0200 Size: 3784 URL: From Ruslan.Zakirov at acronis.com Fri Oct 8 06:46:35 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 08 Oct 2004 14:46:35 +0400 Subject: [rt-users] Repost! Bug in "OnCreate"! In-Reply-To: <41666F09.9060704@desy.de> References: <41666F09.9060704@desy.de> Message-ID: <4166700B.2010600@acronis.com> Sven Sternberger wrote: > Version: RT 3.0.11 > OS: Linux (Debian Sarge) > DB: mysql4/innodb > MTA: Postfix > > Hello! > > I've already send this but don't get an answer. I don't have > an idea why OnCreate don't work as expected. > > I create a ticket with the WebGUI and enter a CC address. Now > I think the Action: > > On Create Notify Other Recipients with template Correspondence > > should send the content of the ticket to the address which is entered > in CC. > > * Has anybody else the problem? > * is it a bug? > * is it caused by our dual cpu machine? > * is there a fix/workaround > > hope there is anybody in the community who can help. > > best regards! > > ------------------------------------------------------------------------ > > Subject: > [rt-users] Bug in onCreate? > From: > Sven Sternberger > Date: > Wed, 06 Oct 2004 13:45:56 +0200 > To: > "rt-users at lists.fsck.com" > > To: > "rt-users at lists.fsck.com" > > > RT 3.0.11 > Debian Sarge Installation > > > Hello! > > I tried to use the following script: > > On Create Notify Other Recipients with template Correspondence Do you know that "Other Recipients" != ticket's "Cc" watchers? > > the idea to be able to create a ticket and send the message in the same > moment the peoples named in "CC". > > But this seems not to work. In the log I see that the sript > don't find recipients. > > Any idea, or bugfix > > 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 > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 Oct 8 09:09:34 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Fri, 8 Oct 2004 09:09:34 -0400 Subject: [rt-users] Attachments OnOwnerChange Message-ID: Attachments don't get passed to the owner of ticket when we assign the ticket. Attachments are passed on all other correspondence using default onCorrespond scrip and Correspond template. Basic workflow is --> new ticket in queue --> assign an owner, type, and due date. That fires global scrip OnOwnerChangeNotifyOwner which uses template OwnerChange (below). I figure I'm missing something easy form the template and appreciate any help. RT-Attach-Message: yes Subject: New Request Assigned: {$Ticket->Subject} Greetings, You have been identified as the owner of request [#{$Ticket->id()}], "{$Ticket->Subject()}", the text of which appears below. Please work this request and REPLY to this email with the requested information or with any questions. ------------------------------------------------------------------------- {$Ticket->Transactions->First->Content()} Joe Micciche From rt at chaka.net Fri Oct 8 09:39:07 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 8 Oct 2004 09:39:07 -0400 Subject: [rt-users] BUG in RT 3.2.2 Bulk Update Message-ID: <20041008133907.GN2644@chaka.net> When I use bulk update to change ticket watchers, my open tickets are set to new, even though I have left the 'Make Status' dropdown set to '-'. -Todd From nvarney at edt.fr Fri Oct 8 11:28:34 2004 From: nvarney at edt.fr (nvarney at edt.fr) Date: Fri, 8 Oct 2004 16:28:34 +0100 Subject: [rt-users] BUG in RT 3.2.2 Bulk Update Message-ID: <41256F27.0055028E.00@notes.edt.fr> > When I use bulk update to change ticket watchers, my open >tickets are set to new, even though I have left the >'Make Status' dropdown set to '-'. I have the same trouble. My closed tickets are set to 'Rejected' Nicolas From vivek at khera.org Fri Oct 8 10:36:57 2004 From: vivek at khera.org (Vivek Khera) Date: Fri, 8 Oct 2004 10:36:57 -0400 Subject: [rt-users] [ee-consultants.de #1196] Stylesheets sometimes lost and "page cannot be displayed" errors on RT 3.2.2 In-Reply-To: <720691F3-1890-11D9-AF62-000A95AE249E@bestpractical.com> References: <0948B33B7003EB4B9AAA429564486192011D3C81@mail.ee-consultants.de> <720691F3-1890-11D9-AF62-000A95AE249E@bestpractical.com> Message-ID: <81C2729A-1937-11D9-BF6A-000A9578CFCC@khera.org> On Oct 7, 2004, at 2:41 PM, Jesse Vincent wrote: > > On Oct 7, 2004, at 10:31 AM, Jacobsen, J?rg wrote: > >> Hi there, >> >> after upgrading from 3.0.10 to 3.2.2 every now and then our RT web >> gui seems to lose all stylesheet information. Additionally quite >> frequently we are confronted with "page cannot be displayed" errors. >> Any ideas about its cause(s)? Our setup is >> > Is it browser-specific? Are you using ssl? Does the browser request > the CSS stylesheet, according to apache's logs? > It happens on IE6 (WinXP SP2), and on Safari (MacOS 10.3.5) and on Firefox (Mac, v0.10.1). The style sheet does get loaded according to the logs (and visually on screen). Side point: is there any way to tell the httpd server to issue a "not modified" response rather than sending the entire style sheet on every request? Exact sequence: Log in. Click on a queue name on the right side tab "Quick Search". Click on any ticket subjsct in that queue to display the ticket. Click on the "Show Results" link on the left side bar of the ticket display. The resulting screen shows the count of the number of tix in that queue, but no actual tix. RT 3.2.2, SB 1.11. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From vivek at khera.org Fri Oct 8 10:37:41 2004 From: vivek at khera.org (Vivek Khera) Date: Fri, 8 Oct 2004 10:37:41 -0400 Subject: [rt-users] [ee-consultants.de #1196] Stylesheets sometimes lost and "page cannot be displayed" errors on RT 3.2.2 In-Reply-To: <720691F3-1890-11D9-AF62-000A95AE249E@bestpractical.com> References: <0948B33B7003EB4B9AAA429564486192011D3C81@mail.ee-consultants.de> <720691F3-1890-11D9-AF62-000A95AE249E@bestpractical.com> Message-ID: <9BC1473A-1937-11D9-BF6A-000A9578CFCC@khera.org> On Oct 7, 2004, at 2:41 PM, Jesse Vincent wrote: > Are you using ssl? Forgot to answer this one. Yes, we are using SSL. Everything else seems in order. Vivek Khera, Ph.D. +1-301-869-4449 x806 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From rt at chaka.net Fri Oct 8 10:10:05 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 8 Oct 2004 10:10:05 -0400 Subject: [rt-users] BUG in RT 3.2.2 Bulk Update In-Reply-To: <41256F27.0055028E.00@notes.edt.fr> References: <41256F27.0055028E.00@notes.edt.fr> Message-ID: <20041008141005.GZ21338@chaka.net> In Web.pm sub ProcessTicketBasics, why is this line important? $ARGSRef->{'Status'} ||= $TicketObj->Status; Why update the status if it wasn't selected in the Bulk.html form? -Todd On Fri, Oct 08, 2004 at 04:28:34PM +0100, nvarney at edt.fr wrote: > > > > When I use bulk update to change ticket watchers, my open > >tickets are set to new, even though I have left the > >'Make Status' dropdown set to '-'. > > I have the same trouble. My closed tickets are set to 'Rejected' > > Nicolas > > > _______________________________________________ > 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 Oct 8 11:01:45 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 08 Oct 2004 10:01:45 -0500 Subject: [rt-users] RTx::Shredder Questions In-Reply-To: <41661BAA.8080906@acronis.com> References: <41661BAA.8080906@acronis.com> Message-ID: <1097247705.13518.20.camel@moola.futuresource.com> On Thu, 2004-10-07 at 23:46, Ruslan U. Zakirov wrote: > Working on dumps of deleted data. So you would be able to restore data > on real errors. How about building either a parallel database or differently-named tables to hold the records at least as a temporary step as they are removed from the active tables? I'm not as concerned about database size as the overhead of extra records in selects. In fact if I were designing a system like this I'd probably try to keep new/open tickets in a separate table to eliminate the chance that the SQL server would decide to do a full join on tickets and users to resolve the most frequent queries and perhaps have an aging mechanism to push old resolved tickets (and matching users) into tables that are only searched on demand. --- Les Mikesell les at futuresource.com From rt at chaka.net Fri Oct 8 10:26:22 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 8 Oct 2004 10:26:22 -0400 Subject: [rt-users] BUG in RT 3.2.2 Bulk Update In-Reply-To: <20041008141005.GZ21338@chaka.net> References: <41256F27.0055028E.00@notes.edt.fr> <20041008141005.GZ21338@chaka.net> Message-ID: <20041008142622.GO2644@chaka.net> What happens is, whichever ticket is processed first in the bulk update, all other tickets get the first ticket's status. -Todd On Fri, Oct 08, 2004 at 10:10:05AM -0400, Todd Chapman wrote: > In Web.pm sub ProcessTicketBasics, why is this line important? > > $ARGSRef->{'Status'} ||= $TicketObj->Status; > > Why update the status if it wasn't selected in the Bulk.html form? > > -Todd > > On Fri, Oct 08, 2004 at 04:28:34PM +0100, nvarney at edt.fr wrote: > > > > > > > When I use bulk update to change ticket watchers, my open > > >tickets are set to new, even though I have left the > > >'Make Status' dropdown set to '-'. > > > > I have the same trouble. My closed tickets are set to 'Rejected' > > > > Nicolas > > > > > > _______________________________________________ > > 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 Oct 8 11:25:16 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 08 Oct 2004 17:25:16 +0200 Subject: [rt-users] Repost! Bug in "OnCreate"! In-Reply-To: <4166700B.2010600@acronis.com> References: <41666F09.9060704@desy.de> <4166700B.2010600@acronis.com> Message-ID: <4166B15C.7000802@desy.de> Hi! >> I tried to use the following script: >> >> On Create Notify Other Recipients with template Correspondence > > > Do you know that "Other Recipients" != ticket's "Cc" watchers? No I don't because I belive in "manuals" ;-) So in RTWIKI (http://wiki.bestpractical.com/index.cgi?ManualScrips) I read: Notify Other Recipients Email the addresses in the Cc: and Bcc: fields of a ticket's reply or comment best regards! sven From dlago at roinc.com Fri Oct 8 12:07:08 2004 From: dlago at roinc.com (Dan Lago) Date: Fri, 8 Oct 2004 09:07:08 -0700 Subject: [rt-users] Repost! Bug in "OnCreate"! Message-ID: Hi, I have a similar problem. I would like to have the owner notified when a ticket is assigned to him. So I tried the global scrips: On Create Notify Owner with template new item for your review and On Transaction Notify Owner with template new item for you review. This doesn't work regardless of whether the owner is the creator of whether the owner is someone else. All of the default scrips work. I am running Debian Sarge and RT 3.0.11. Thanks for your help! Dan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sven Sternberger Sent: Friday, October 08, 2004 8:25 AM Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Repost! Bug in "OnCreate"! Hi! >> I tried to use the following script: >> >> On Create Notify Other Recipients with template Correspondence > > > Do you know that "Other Recipients" != ticket's "Cc" watchers? No I don't because I belive in "manuals" ;-) So in RTWIKI (http://wiki.bestpractical.com/index.cgi?ManualScrips) I read: Notify Other Recipients Email the addresses in the Cc: and Bcc: fields of a ticket's reply or comment best regards! sven _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From baumgart at cae.wisc.edu Fri Oct 8 12:39:28 2004 From: baumgart at cae.wisc.edu (Jeremy Baumgartner) Date: Fri, 08 Oct 2004 11:39:28 -0500 Subject: [rt-users] Finding username for taken ticket Message-ID: <1097253567.1035.9.camel@localhost> We want to send a response to the requestor when someone takes their ticket. The template currently has {$Transaction->NewValue()} where we want the username to appear. What is the best way to get the username instead of the user id number? -- Jeremy Baumgartner CAE UNIX Systems Staff "Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." - Brian W. Kernighan From jesse at bestpractical.com Fri Oct 8 13:28:37 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Oct 2004 13:28:37 -0400 Subject: [rt-users] [ee-consultants.de #1196] Stylesheets sometimes lost and "page cannot be displayed" errors on RT 3.2.2 In-Reply-To: <81C2729A-1937-11D9-BF6A-000A9578CFCC@khera.org> References: <0948B33B7003EB4B9AAA429564486192011D3C81@mail.ee-consultants.de> <720691F3-1890-11D9-AF62-000A95AE249E@bestpractical.com> <81C2729A-1937-11D9-BF6A-000A9578CFCC@khera.org> Message-ID: <20041008172837.GV7035@pallas.eruditorum.org> On Fri, Oct 08, 2004 at 10:36:57AM -0400, Vivek Khera wrote: > > On Oct 7, 2004, at 2:41 PM, Jesse Vincent wrote: > > > > >On Oct 7, 2004, at 10:31 AM, Jacobsen, J?rg wrote: > > > >>Hi there, > >> > >>after upgrading from 3.0.10 to 3.2.2 every now and then our RT web > >>gui seems to lose all stylesheet information. Additionally quite > >>frequently we are confronted with "page cannot be displayed" errors. > >>Any ideas about its cause(s)? Our setup is > >> > >Is it browser-specific? Are you using ssl? Does the browser request > >the CSS stylesheet, according to apache's logs? > > The resulting screen shows the count of the number of tix in that > queue, but no actual tix. That sounds quite different from the issue the original poster describes. > RT 3.2.2, SB 1.11. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From ernest at afrinic.org Fri Oct 8 13:49:55 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Fri, 8 Oct 2004 19:49:55 +0200 (SAST) Subject: [rt-users] cant login to rt-3.2.2 Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 hi rt-users, i have a unique problem with rt-3.2.2 on RHEL AS 3.0 (2.4.21-ELsmp) Perl 5.8.0 and MySQL 3.2.3. I have succesfully just installed and i can open the web interface. when i try to log in with the default (root, password), nothing happens, i just get back to the login screen. I find the following error in the httpd rt-error-log /usr/sbin/httpd: relocation error: /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/Apache/RequestIO/RequestIO.so: undefined symbol: modperl_request_read i cant seem to find a similar problem on google, and rt wiki. what might be the problem? kind regards, ernest. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQWbTR6H3gYhvcd1eAQKHBgX/Z82sq5fUNStARWc1GVHr8weRef+jqnAt T46TgTsxoSRfat3F/o3gj6jhqnIex/469thImZo2Dxp4grvpsJZEL3ENzGgm+I+k yNEQfV+pQcnAHs5gdiWzedXzhCWvAmVVF3lgDLgb2Bm43DwbgbaGvem3LRdT0Opc jgj4vUlOP4ZrX3OuFxO5eLEmEnaRL3xXA8PqrH+STlMN+Z7o4OTJVL96n49ZmdnZ bP8bJs++4iNrbnSBl89ay3UUuSdA8Sjp =ibkP -----END PGP SIGNATURE----- From rt at chaka.net Fri Oct 8 15:04:36 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 8 Oct 2004 15:04:36 -0400 Subject: [rt-users] Finding username for taken ticket In-Reply-To: <1097253567.1035.9.camel@localhost> References: <1097253567.1035.9.camel@localhost> Message-ID: <20041008190436.GQ2644@chaka.net> Try: $Transaction->CreatorObj->Name() -Todd On Fri, Oct 08, 2004 at 11:39:28AM -0500, Jeremy Baumgartner wrote: > We want to send a response to the requestor when someone takes their > ticket. The template currently has {$Transaction->NewValue()} where we > want the username to appear. What is the best way to get the username > instead of the user id number? > > -- > Jeremy Baumgartner > CAE UNIX Systems Staff > > "Debugging is twice as hard as writing the code in the first place. > Therefore, if you write the code as cleverly as possible, you are, > by definition, not smart enough to debug it." > - Brian W. Kernighan > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From checkpoint at ozbergs.com Fri Oct 8 15:47:33 2004 From: checkpoint at ozbergs.com (Stevo) Date: Fri, 8 Oct 2004 12:47:33 -0700 Subject: [rt-users] Customizing the '10 Highest Priority Tickets I Own' View Message-ID: <0d1401c4ad6f$a78d7fe0$0a02010a@renditionnetworks.com> Hey Guys, I'm sure this is super easy but I'd like to change the search criterion for the 10 Highest Priority Tickets I Own view on the homepage. Currently it just shows Open tickets (I believe) but I'd like it to include tickets that are in a Stalled state (obviously a state I have defined). Can this be done? Thanks -Stevo -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Fri Oct 8 15:01:39 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 8 Oct 2004 15:01:39 -0400 Subject: [rt-users] RT 3.2.2 Query Builder question Message-ID: <20041008190139.GP2644@chaka.net> What is the difference between 'Updated' and 'Last Updated'? When I run a query with 'Updated = TODAY' I get 43 results. When I run a query with 'LastUpdated = TODAY' I get 84 results but none of them show up on the results page. Weird. From jesse at bestpractical.com Fri Oct 8 15:53:23 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Oct 2004 15:53:23 -0400 Subject: [rt-users] RT 3.2.2 Query Builder question In-Reply-To: <20041008190139.GP2644@chaka.net> References: <20041008190139.GP2644@chaka.net> Message-ID: <20041008195322.GF7035@pallas.eruditorum.org> On Fri, Oct 08, 2004 at 03:01:39PM -0400, Todd Chapman wrote: > What is the difference between 'Updated' and 'Last Updated'? > > When I run a query with 'Updated = TODAY' I get 43 results. It's unclear to me that Updated should even be an option. > When I run a query with 'LastUpdated = TODAY' I get 84 > results but none of them show up on the results page. > > Weird. > > _______________________________________________ > 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 Fri Oct 8 15:54:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Oct 2004 15:54:22 -0400 Subject: [rt-users] RT 3.2.2 Query Builder question In-Reply-To: <20041008195322.GF7035@pallas.eruditorum.org> References: <20041008190139.GP2644@chaka.net> <20041008195322.GF7035@pallas.eruditorum.org> Message-ID: <20041008195422.GG7035@pallas.eruditorum.org> > > When I run a query with 'Updated = TODAY' I get 43 results. > > It's unclear to me that Updated should even be an option. The right way to debug this is to turn on database query logging and see what RT's generating. > > > When I run a query with 'LastUpdated = TODAY' I get 84 > > results but none of them show up on the results page. > > > > Weird. > > > > _______________________________________________ > > 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 rt at chaka.net Fri Oct 8 15:10:14 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 8 Oct 2004 15:10:14 -0400 Subject: [rt-users] Customizing the '10 Highest Priority Tickets I Own' View In-Reply-To: <0d1401c4ad6f$a78d7fe0$0a02010a@renditionnetworks.com> References: <0d1401c4ad6f$a78d7fe0$0a02010a@renditionnetworks.com> Message-ID: <20041008191014.GR2644@chaka.net> $ cp /opt/rt3/share/html/Elements/MyTickets /opt/rt3/local/html/Elements $ vi /opt/rt3/local/html/Elements/MyTickets Change line to: my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )"; -Todd On Fri, Oct 08, 2004 at 12:47:33PM -0700, Stevo wrote: > Hey Guys, > > I'm sure this is super easy but I'd like to change the search criterion for the 10 Highest Priority Tickets I Own view on the homepage. Currently it just shows Open tickets (I believe) but I'd like it to include tickets that are in a Stalled state (obviously a state I have defined). > > Can this be done? > > 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 doogles at doogles.com Fri Oct 8 17:18:18 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Fri, 8 Oct 2004 16:18:18 -0500 (CDT) Subject: [rt-users] RT 3.2.2 Query Builder question In-Reply-To: <20041008195322.GF7035@pallas.eruditorum.org> References: <20041008190139.GP2644@chaka.net> <20041008195322.GF7035@pallas.eruditorum.org> Message-ID: I don't ever use it, but I have "Updated" and "LastUpdated" (under Created, Started, Resolved, etc) on our 99.99% vanilla RT 3.2.2. -jd On Fri, 8 Oct 2004, Jesse Vincent wrote: > > > > On Fri, Oct 08, 2004 at 03:01:39PM -0400, Todd Chapman wrote: >> What is the difference between 'Updated' and 'Last Updated'? >> >> When I run a query with 'Updated = TODAY' I get 43 results. > > It's unclear to me that Updated should even be an option. > >> When I run a query with 'LastUpdated = TODAY' I get 84 >> results but none of them show up on the results page. >> >> Weird. >> >> _______________________________________________ >> 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 jesse at bestpractical.com Fri Oct 8 16:41:57 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Oct 2004 16:41:57 -0400 Subject: [rt-users] RT 3.2.2 Query Builder question In-Reply-To: References: <20041008190139.GP2644@chaka.net> <20041008195322.GF7035@pallas.eruditorum.org> Message-ID: <20041008204157.GL7035@pallas.eruditorum.org> On Fri, Oct 08, 2004 at 04:18:18PM -0500, Jason A. Diegmueller wrote: > I don't ever use it, but I have "Updated" and "LastUpdated" (under Created, > Started, Resolved, etc) on our 99.99% vanilla RT 3.2.2. Sorry. I wasn't suggesting that it's a local issue. From contractor6 at match.com Fri Oct 8 18:14:20 2004 From: contractor6 at match.com (Rodney Caston) Date: Fri, 8 Oct 2004 17:14:20 -0500 Subject: [rt-users] View Access Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27CFD@da0shme010.match.corp> Is there a way to make someone only able to view tickets they are assigned as watchers? So far, the only way we've found to limited access is by giving people access to entire queues, We need to let people only view tickets they'd been assigned in some fashion, outside of the 'queue' access controls. From myk1 at ptgrey.com Fri Oct 8 17:52:39 2004 From: myk1 at ptgrey.com (Mike White) Date: Fri, 08 Oct 2004 14:52:39 -0700 Subject: [rt-users] Speeding up RT3 In-Reply-To: <9A05FEF6-148F-11D9-BF8C-000A95AE249E@bestpractical.com> References: <56F211C5E3F24F47B103EA1B253822BE150261@vic-cr-ex1.staff.netspace.net.au> <9A05FEF6-148F-11D9-BF8C-000A95AE249E@bestpractical.com> Message-ID: <41670C27.9080203@ptgrey.com> Jesse Vincent wrote: >>> What DBIx::SearchBuilder are you running? >> >> 1.01 >> > Go up to the latest. We saw noticable performance improvements using the > latest DBIx::SearchBuilder This is not an exaggeration! Excellent work. From rt at chaka.net Fri Oct 8 17:56:37 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 8 Oct 2004 17:56:37 -0400 Subject: [rt-users] View Access In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27CFD@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27CFD@da0shme010.match.corp> Message-ID: <20041008215636.GS2644@chaka.net> Assign the right 'ViewTicket' to the global group Owner. -Todd On Fri, Oct 08, 2004 at 05:14:20PM -0500, Rodney Caston wrote: > > Is there a way to make someone only able to view tickets they are > assigned as watchers? > > So far, the only way we've found to limited access is by giving people > access to entire queues, We need to let people only view tickets they'd > been assigned in some fashion, outside of the 'queue' access controls. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From checkpoint at ozbergs.com Fri Oct 8 18:57:28 2004 From: checkpoint at ozbergs.com (Stevo) Date: Fri, 8 Oct 2004 15:57:28 -0700 Subject: [rt-users] rt-remind question Message-ID: <0e6b01c4ad8a$2fb1cc90$0a02010a@renditionnetworks.com> Guys, I'm trying to setup the rt-remind script from the wiki site and I get the following error when I execute it: [Fri Oct 8 23:06:07 2004] [crit]: Undefined subroutine &RT::DropSetGIDPermissions called at ./rt-remind line 102. (/usr/local/rt3/lib/RT.pm:257) Line 101&102 are : # Drop any setgid permissions we might have RT::DropSetGIDPermissions(); Any ideas on this for me? -Stevo From niels=rt at bakker.net Fri Oct 8 19:06:14 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Sat, 9 Oct 2004 01:06:14 +0200 Subject: [rt-users] rt-remind question In-Reply-To: <0e6b01c4ad8a$2fb1cc90$0a02010a@renditionnetworks.com> References: <0e6b01c4ad8a$2fb1cc90$0a02010a@renditionnetworks.com> Message-ID: <20041008230614.GX1190@snowcrash.tpb.net> * checkpoint at ozbergs.com (Stevo) [Sat 09 Oct 2004, 00:57 CEST]: > I'm trying to setup the rt-remind script from the wiki site and I get the > following error when I execute it: > > [Fri Oct 8 23:06:07 2004] [crit]: Undefined subroutine > &RT::DropSetGIDPermissions called at ./rt-remind line 102. > (/usr/local/rt3/lib/RT.pm:257) > > Line 101&102 are > : > # Drop any setgid permissions we might have > RT::DropSetGIDPermissions(); > > Any ideas on this for me? yes, http://marc.free.net.ph/message/20040906.210543.34dc118e.html -- Niels. -- From opensource22 at yahoo.com Sun Oct 10 19:54:42 2004 From: opensource22 at yahoo.com (bill s) Date: Sun, 10 Oct 2004 16:54:42 -0700 (PDT) Subject: [rt-users] Request Tracker and installation problem!! Message-ID: <20041010235442.65017.qmail@web53805.mail.yahoo.com> Hi all, I was trying to install Request Tracker 3.2.2 on Suse 9.1 Professional. The perl modules for some reason do not install when try to install them using CPAN. It spits messages like the following. one of the messages is: ********************************************** "Warning: prerequisite Test::Manifest 0.9 not found. Writing Makefile for XML::RSS ---- Unsatisfied dependencies detected during [K/KE/KELLAN/XML-RSS-1.05.tar.gz]----- Test::Manifest Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] no" ********************************************** Why is CPAN not fetching and installing or fixing the dependencies? How do I fix them? Did anybody install Request Tracker on Suse 9.1 successfully? If so, which Apache module "mod_perl or fastcgi", did you use? I appreciate you help. Thanks Bill __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From or at schlachtfest.de Mon Oct 11 03:25:37 2004 From: or at schlachtfest.de (Oliver Rahn) Date: Mon, 11 Oct 2004 09:25:37 +0200 (CEST) Subject: [rt-users] Access to Userlist Message-ID: Hi, we use rt 3.2.1. Is there a way to limit the users view per queue? The Problem is, we have users who are only allowed to work on tickets in one queue. And this users should only see the users of a group which are also working on this group. At the moment they can see all privileged users of the system when they change the owner of a ticket. Thanks for help Oli From berking at web.de Mon Oct 11 03:42:01 2004 From: berking at web.de (Axel Berking) Date: Mon, 11 Oct 2004 09:42:01 +0200 (CEST) Subject: [rt-users] HTML::Scrubber error Message-ID: <38294.213.70.107.33.1097480521.squirrel@213.70.107.33> Hello again, after i fixed some installation problems, there is just one problem still open. How can i fix this? Should i activate HTML::Scrubber via httpd.conf or somewhere else? Thank you in advance for help Axel If i log in i get this error: error: Can't locate object method "new" via package "HTML::Scrubber" (perhaps you forgot to load "HTML::Scrubber"?) at /usr/request-tracker3/share/html/Elements/ScrubHTML line 47. context: ... 43: %# those contributions and any derivatives thereof. 44: %# 45: %# }}} END BPS TAGGED BLOCK 46: <%init> 47: my $scrubber = HTML::Scrubber->new(); 48: 49: $scrubber->default( 50: 0, 51: { CPAN under the shell says this: cpan> i /HTML::Scrubber/ Module HTML::Scrubber (P/PO/PODMASTER/HTML-Scrubber-0.08.tar.gz) Module HTML::Scrubber::StripScripts (N/NC/NCLEATON/HTML-Scrubber-StripScripts-0.02.tar.gz) 2 items found with this output in the Configuration Information at RT Perl v5.8.4 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.94; Apache::Request v1.1; 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 v2.05; Benchmark v1.06; bytes v1.01; Carp v1.02; CGI v3.04; CGI::Cookie v1.24; CGI::Util v1.4; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Cwd v2.17; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v2.9003; DBI v1.43; DBIx::SearchBuilder v1.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Devel::Symdump v2.03; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.04; Encode v1.99_01; Encode::Alias v1.38; Encode::Config v1.07; Encode::Encoding v1.33; 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 v2.72; File::Glob v1.02; 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; I18N::LangTags v0.29; 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 v1.13; locale v1.00; Locale::Maketext v1.08; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.44; Locale::Maketext::Lexicon::Gettext v0.12; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; 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::Field::Date v1.62; Mail::Header v1.62; Mail::Internet v1.62; MIME::Base64 v3.04; MIME::Body v5.413; MIME::Decoder v5.413; MIME::Entity v5.413; MIME::Field::ContDisp v5.413; MIME::Field::ConTraEnc v5.413; MIME::Field::ContType v5.413; MIME::Field::ParamVal v5.413; MIME::Head v5.413; MIME::Parser v5.413; MIME::QuotedPrint v3.03; MIME::Tools v5.413; MIME::Words v5.413; 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 v1.13; SelectSaver v1.00; Socket v1.77; Storable v2.12; 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::Wrapper v1.000; Time::HiRes v1.59; Time::JulianDay v2003.1125; Time::Local v1.07; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; utf8 v1.03; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; From say_ten at multiplay.co.uk Mon Oct 11 05:08:56 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Mon, 11 Oct 2004 10:08:56 +0100 Subject: [rt-users] Request Tracker and installation problem!! In-Reply-To: <20041010235442.65017.qmail@web53805.mail.yahoo.com> References: <20041010235442.65017.qmail@web53805.mail.yahoo.com> Message-ID: <416A4DA8.8040900@multiplay.co.uk> > Shall I follow them and prepend them to the queue > of modules we are processing right now? [yes] no" Am I missing something or did you type 'no'? Answering 'yes' to that question will do that. Of course could just be a bad interpretation of your cut and paste on my part :) bill s wrote: > Hi all, > > I was trying to install Request Tracker 3.2.2 on Suse > 9.1 Professional. The perl > modules for some reason do not install when try to > install them using CPAN. It spits messages like the > following. one of the messages is: > > ********************************************** > "Warning: prerequisite Test::Manifest 0.9 not found. > Writing Makefile for XML::RSS > ---- Unsatisfied dependencies detected during > [K/KE/KELLAN/XML-RSS-1.05.tar.gz]----- > Test::Manifest > Shall I follow them and prepend them to the queue > of modules we are processing right now? [yes] no" > > ********************************************** > Why is CPAN not fetching and installing or fixing the > dependencies? > How do I fix them? > > Did anybody install Request Tracker on Suse 9.1 > successfully? > If so, which Apache module "mod_perl or fastcgi", did > you use? > > I appreciate you help. > > Thanks > Bill > > __________________________________________________ > 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 -- 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 Joerg.Jacobsen at ee-consultants.de Mon Oct 11 05:28:23 2004 From: Joerg.Jacobsen at ee-consultants.de (=?utf-8?Q?=22Jacobsen=2C_J=C3=B6rg=22?=) Date: Mon, 11 Oct 2004 11:28:23 +0200 Subject: AW: [rt-users] [ee-consultants.de #1196] Stylesheets sometimes lost and "page cannot be displayed" errors on RT 3.2.2 Message-ID: <0948B33B7003EB4B9AAA429564486192011D3C89@mail.ee-consultants.de> Hi, being the original poster I would like to give a feedback on how things went on in our case in the meantime. Jesse was suggesting to have look into the apache log and it turned out that apache *did* have a hell of a lot of problems with every request designated to RT (shame on our sys admin that he did not check this in the first place). This apache instance also is the "gateway" for a content management system based on php I believe called typo 3. So we blamed the whole thing on some configurational interference. Short of time for further investigation our sys admin simply setup a separate apache instance on another virtual machine solely dedicated to RT. This one now works without hassle. I still asked for the error log of the original instance but did not get it yet. If there is any interest in this forum to still track this down I will be happy to provide it. Regards, Joerg. > Jesse Vincent: > That sounds quite different from the issue the original poster > describes. From request_tracker at acerhomes.com Mon Oct 11 06:06:59 2004 From: request_tracker at acerhomes.com (request_tracker) Date: Mon, 11 Oct 2004 18:06:59 +0800 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 In-Reply-To: <4165028E.9050301@multiplay.co.uk> References: <4165028E.9050301@multiplay.co.uk> Message-ID: <416A5B43.40208@acerhomes.com> How about RT 3.0.5 ? if I upgrade to DBIx::SearchBuilder 1.11? No problem either? Matthew Cheale wrote: > I've had no problems since upgrading and the difference is incredible > here. Much more consistent and faster. > > Adolfo Santiago wrote: > >> Any other reports of problems? We are using RT v3.0.8 and would like to >> upgrade SearchBuilder to the latest if it's going to make a >> difference in >> performance and it doesn't break it. >> >> Thanks! >> >> >> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Ruslan U. >>> Zakirov >>> Sent: Wednesday, September 01, 2004 6:28 AM >>> To: Anders Ekstrand >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] DBIx::SearchBuilder 1.10_04 >>> >>> >>> Anders Ekstrand wrote: >>> >>>> Thanks, >>>> >>>> That did the trick! >>>> >>>> Lazy as I am, I have not set up any test-cases to compare the speed >>>> with >>>> 1.01 vs 1.10_04, but the feeling is that it is quite a bit faster now. >>> >>> >>> Use http://path_to_rt_host/?Debug=1 with new and old version of >>> DBIx::SB(require apache stop/start after reinstall). >>> You can use this trick to "benchmark" important pages. >>> >>> >>>> Best Regards - Anders >>>> >>> >>> [snip] >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT wiki at http://wiki.bestpractical.com >>> >>> ** CRM114 Whitelisted by: lists.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 Mon Oct 11 06:18:55 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 11 Oct 2004 14:18:55 +0400 Subject: [rt-users] cant login to rt-3.2.2 In-Reply-To: References: Message-ID: <416A5E0F.6040404@acronis.com> Most probably it's RHEL AS-3.0 mod_perl package problem. At least try to build it from SRPMs. Ernest Byaruhanga wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > hi rt-users, > > i have a unique problem with rt-3.2.2 on RHEL AS 3.0 (2.4.21-ELsmp) > Perl 5.8.0 and MySQL 3.2.3. > > I have succesfully just installed and i can open the web interface. when i > try to log in with the default (root, password), nothing happens, i just > get back to the login screen. > > I find the following error in the httpd rt-error-log > > /usr/sbin/httpd: relocation error: > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/Apache/RequestIO/RequestIO.so: > undefined symbol: modperl_request_read > > i cant seem to find a similar problem on google, and rt wiki. > > what might be the problem? > > kind regards, > > ernest. From or at schlachtfest.de Mon Oct 11 06:38:49 2004 From: or at schlachtfest.de (Oliver Rahn) Date: Mon, 11 Oct 2004 12:38:49 +0200 (CEST) Subject: [rt-users] Hide Menu Message-ID: Hi, is it possible to hide some menu points on the right panel? I want to hide for some users the Ticket, Approval and Tools Entries. Thanks for help Oli From Ruslan.Zakirov at acronis.com Mon Oct 11 06:44:27 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 11 Oct 2004 14:44:27 +0400 Subject: [rt-users] Finding username for taken ticket In-Reply-To: <20041008190436.GQ2644@chaka.net> References: <1097253567.1035.9.camel@localhost> <20041008190436.GQ2644@chaka.net> Message-ID: <416A640B.70208@acronis.com> Todd Chapman wrote: > Try: $Transaction->CreatorObj->Name() Todd, it's buggy way. Ownership assigner not allways is new owner. Jeremy, use next code: { my $user = RT::User->new( $RT::SystemUser ); unless( $user ) { die "Can't create new RT::User object"; } $user->Load( $Transaction->NewValue ); unless( $user->Id ) { die "Can't load RT::User #". $Transaction->NewValue; } # Here you can cooperate any user's properties. # see also perldoc RT/User.pm $user->Name(); } > > -Todd > > On Fri, Oct 08, 2004 at 11:39:28AM -0500, Jeremy Baumgartner wrote: > >>We want to send a response to the requestor when someone takes their >>ticket. The template currently has {$Transaction->NewValue()} where we >>want the username to appear. What is the best way to get the username >>instead of the user id number? >> >>-- >>Jeremy Baumgartner >>CAE UNIX Systems Staff >> >>"Debugging is twice as hard as writing the code in the first place. >> Therefore, if you write the code as cleverly as possible, you are, >> by definition, not smart enough to debug it." >> - Brian W. Kernighan >> From eichhorn at ponton-consulting.de Mon Oct 11 06:49:47 2004 From: eichhorn at ponton-consulting.de (=?ISO-8859-1?Q?J=F6rg_Eichhorn?=) Date: Mon, 11 Oct 2004 12:49:47 +0200 Subject: [rt-users] RT 3.2.2: EMail Preview Message-ID: <416A654B.20804@ponton-consulting.de> Hello, i just upgraded my rt 3.0.11 installation to 3.2.2. Everything looks fine but the preview to whon a reply is send is not displayed for 'normal' users. When i use the admin user, the preview is displayed. Any idea, how to enable this? Thanks for help. J?rg Eichhorn From Joerg.Jacobsen at ee-consultants.de Mon Oct 11 06:56:57 2004 From: Joerg.Jacobsen at ee-consultants.de (=?iso-8859-1?Q?=22Jacobsen=2C_J=F6rg=22?=) Date: Mon, 11 Oct 2004 12:56:57 +0200 Subject: AW: [rt-users] RT 3.2.2: EMail Preview Message-ID: <0948B33B7003EB4B9AAA42956448619201250743@mail.ee-consultants.de> There is a new right "ShowOutgoingEmail". Grant it to your "normal" users. Regards, Joerg. > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]Im Auftrag von J?rg > Eichhorn > Gesendet: Montag, 11. Oktober 2004 12:50 > An: rt-users > Betreff: [rt-users] RT 3.2.2: EMail Preview > > > Hello, > > i just upgraded my rt 3.0.11 installation to 3.2.2. > Everything looks fine but the preview to whon a reply is send is not > displayed for 'normal' users. When i use the admin user, the > preview is > displayed. > > Any idea, how to enable this? > > > Thanks for help. > > > J?rg Eichhorn > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From wash at wananchi.com Mon Oct 11 07:33:42 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Mon, 11 Oct 2004 14:33:42 +0300 Subject: [rt-users] Request Tracker and installation problem!! In-Reply-To: <20041010235442.65017.qmail@web53805.mail.yahoo.com> References: <20041010235442.65017.qmail@web53805.mail.yahoo.com> Message-ID: <20041011113342.GC92248@ns2.wananchi.com> * bill s [20041011 03:02]: wrote: > Hi all, > > I was trying to install Request Tracker 3.2.2 on Suse > 9.1 Professional. The perl > modules for some reason do not install when try to > install them using CPAN. It spits messages like the > following. one of the messages is: > > ********************************************** > "Warning: prerequisite Test::Manifest 0.9 not found. > Writing Makefile for XML::RSS > ---- Unsatisfied dependencies detected during > [K/KE/KELLAN/XML-RSS-1.05.tar.gz]----- > Test::Manifest > Shall I follow them and prepend them to the queue > of modules we are processing right now? [yes] no" > > ********************************************** > Why is CPAN not fetching and installing or fixing the > dependencies? > How do I fix them? perl -MCPAN -e shell type "o conf init" and press enter ..then choose/configure the default options/behaviour for the CPAN module. After that you type o conf commit > Did anybody install Request Tracker on Suse 9.1 > successfully? It should install on almost all Unixes which have Perl without a problem. The only problems may come during configuration but not installation. > If so, which Apache module "mod_perl or fastcgi", did > you use? Use any that you prefer. They all work! 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 eichhorn at ponton-consulting.de Mon Oct 11 07:45:31 2004 From: eichhorn at ponton-consulting.de (=?ISO-8859-1?Q?J=F6rg_Eichhorn?=) Date: Mon, 11 Oct 2004 13:45:31 +0200 Subject: AW: [rt-users] RT 3.2.2: EMail Preview In-Reply-To: <0948B33B7003EB4B9AAA42956448619201250743@mail.ee-consultants.de> References: <0948B33B7003EB4B9AAA42956448619201250743@mail.ee-consultants.de> Message-ID: <416A725B.3060902@ponton-consulting.de> Thanks for the quick reply. I works fine now. From MarkRoedel at letu.edu Mon Oct 11 09:08:43 2004 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Mon, 11 Oct 2004 08:08:43 -0500 Subject: [rt-users] Hide Menu Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Oliver Rahn Sent: Monday, October 11, 2004 5:39 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Hide Menu > is it possible to hide some menu points on the right panel? > I want to hide for some users the Ticket, Approval and Tools > Entries. For an example of doing this, see http://wiki.bestpractical.com/index.cgi?HideConfigurationTab -- Mark Roedel Web Programmer / Analyst LeTourneau University Longview, Texas From wash at wananchi.com Mon Oct 11 07:40:43 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Mon, 11 Oct 2004 14:40:43 +0300 Subject: [rt-users] cant login to rt-3.2.2 In-Reply-To: References: Message-ID: <20041011114043.GD92248@ns2.wananchi.com> * Ernest Byaruhanga [20041008 21:24]: wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > hi rt-users, > > i have a unique problem with rt-3.2.2 on RHEL AS 3.0 (2.4.21-ELsmp) > Perl 5.8.0 and MySQL 3.2.3. > > I have succesfully just installed and i can open the web interface. when i > try to log in with the default (root, password), nothing happens, i just > get back to the login screen. > > I find the following error in the httpd rt-error-log > > /usr/sbin/httpd: relocation error: > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/auto/Apache/RequestIO/RequestIO.so: > undefined symbol: modperl_request_read > > i cant seem to find a similar problem on google, and rt wiki. > > what might be the problem? rt-3.2.2 requires at least perl-5.8.3! I think that is documented in the HOWTO or README. You should start by doing: cd /path/to/rt-3.2.2 make testdeps make fixdeps Or maybe .. perl sbin/rt-test-dependencies --with-blah --with-blah --with-blah It's all documented! -Wash http://www.netmeister.org/news/learn2quote.html -- +======================================================================+ |\ _,,,---,,_ | Odhiambo Washington Zzz /,`.-'`' -. ;-;;,_ | Wananchi Online Ltd. www.wananchi.com |,4- ) )-,_. ,\ ( `'-'| Tel: +254 20 313985-9 +254 20 313922 '---''(_/--' `-'\_) | GSM: +254 722 743223 +254 733 744121 +======================================================================+ "I think it is true for all _n. I was just playing it safe with _n >= 3 because I couldn't remember the proof." -- Baker, Pure Math 351a From Jeffrey.Botts at admin.utah.edu Mon Oct 11 10:50:15 2004 From: Jeffrey.Botts at admin.utah.edu (Jeffrey Botts) Date: Mon, 11 Oct 2004 08:50:15 -0600 Subject: [rt-users] SUSE Enterprise Linux 9.0 Install Guide Message-ID: Does anyone know of a install guide for SELS 9.0? I am having problems with the VirtualHost settings not being seen by apache 1.3. I have gone through the manual install and everything installs fine. I put the vitualhost settings in the httpd.conf and stop apache and restart. When I try to view RT through a web browser I recieve a page saying that the web interface is not setup correctly. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joerg.Jacobsen at ee-consultants.de Mon Oct 11 11:50:05 2004 From: Joerg.Jacobsen at ee-consultants.de (=?iso-8859-1?Q?=22Jacobsen=2C_J=F6rg=22?=) Date: Mon, 11 Oct 2004 17:50:05 +0200 Subject: [rt-users] [ee-consultants.de #1196] RT 3.2.1, query builder: Some unimplemented objects? Message-ID: <0948B33B7003EB4B9AAA429564486192011D3C86@mail.ee-consultants.de> Hi, when playing around with the query builder and "Saved Searches" we frequently get one of two errors as mentioned below. Reloading the query builder page on that occasion will help. I have near to no perl knowledge but there seem to be some packages missing? Although reload shouldn't help then. Any suggestions? (Environment: Apache 1.3.31, Perl 5.8.4, apache_modperl 1.29.0.2) Regards, Joerg. Symptom 1: RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/share/request-tracker3.2/lib/RT/Attributes_Overlay.pm line 77) context: ... 453: else { 454: my ($package, $filename, $line); 455: ($package, $filename, $line) = caller; 456: 457: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 458: } 459: 460: } 461: ... code stack: /usr/share/perl5/DBIx/SearchBuilder/Record.pm:457 /usr/share/request-tracker3.2/lib/RT/Attributes_Overlay.pm:77 /usr/share/request-tracker3.2/lib/RT/Attributes_Overlay.pm:69 /usr/share/request-tracker3.2/lib/RT/Attributes_Overlay.pm:84 /usr/share/request-tracker3.2/lib/RT/Attributes_Overlay.pm:115 /usr/share/request-tracker3.2/html/Search/Elements/SelectSearchesForObjects:12 /usr/share/request-tracker3.2/html/Search/Elements/EditSearches:25 /usr/share/request-tracker3.2/html/Search/Build.html:66 /usr/share/request-tracker3.2/html/autohandler:199 raw error Symptom 2: error: RT::Attribute::Description Unimplemented in HTML::Mason::Commands. (/usr/share/request-tracker3.2/html/Search/Build.html line 192) context: ... 453: else { 454: my ($package, $filename, $line); 455: ($package, $filename, $line) = caller; 456: 457: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 458: } 459: 460: } 461: ... code stack: /usr/share/perl5/DBIx/SearchBuilder/Record.pm:457 /usr/share/request-tracker3.2/html/Search/Build.html:192 /usr/share/request-tracker3.2/html/autohandler:199 From vivek at khera.org Mon Oct 11 12:13:13 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 11 Oct 2004 12:13:13 -0400 Subject: AW: [rt-users] [ee-consultants.de #1196] Stylesheets sometimes lost and "page cannot be displayed" errors on RT 3.2.2 In-Reply-To: <0948B33B7003EB4B9AAA429564486192011D3C89@mail.ee-consultants.de> References: <0948B33B7003EB4B9AAA429564486192011D3C89@mail.ee-consultants.de> Message-ID: <73B90224-1BA0-11D9-BD71-000A9578CFCC@khera.org> On Oct 11, 2004, at 5:28 AM, Jacobsen, J?rg wrote: > Short of time for further investigation our sys admin simply setup a > separate apache instance on another virtual machine solely dedicated > to RT. This one now works without hassle. I still asked for the error > log of the original instance but did not get it yet. If there is any > interest in this forum to still track this down I will be happy to > provide it. > I observe the "lost style sheet" on occasion and "timeout fetching pages (on Safari)" and my RT has always been its own instance of apache on its own IP/port. Vivek Khera, Ph.D. +1-301-869-4449 x806 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From murphy at genome.chop.edu Mon Oct 11 12:30:03 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 11 Oct 2004 12:30:03 -0400 Subject: [rt-users] RT-Journal status Message-ID: Hi, What's the status of RT-Journal? My lab is interested in having electronic lab notebooks (aka work blogs). Regular tickets don't quite cut it; neither do RTFM entries. Thanks, Kevin Murphy From jesse at bestpractical.com Mon Oct 11 13:34:54 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Oct 2004 13:34:54 -0400 Subject: [rt-users] RT-Journal status In-Reply-To: References: Message-ID: On Oct 11, 2004, at 12:30 PM, Kevin Murphy wrote: > Hi, > > What's the status of RT-Journal? My lab is interested in having > electronic lab notebooks (aka work blogs). Regular tickets don't > quite cut it; neither do RTFM entries. I use it for my blog. I'd love to have other folks using it who can report back on what it needs to do that it doesn't yet or what it's gotten wrong. Jesse > 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 checkpoint at ozbergs.com Mon Oct 11 13:58:44 2004 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 11 Oct 2004 10:58:44 -0700 Subject: [rt-users] Adding Custom Field to MyTickets Message-ID: <0f7a01c4afbb$f32b68b0$0a02010a@renditionnetworks.com> Team, I've made a few customizations to the MyTickets section of the RT at a glace page, but what I'd really like to do next is add a custom field (Customer Name) in place of the Priority field. Any ideas on how to do this? Thanks -Stevo -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Mon Oct 11 14:02:54 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 11 Oct 2004 22:02:54 +0400 Subject: [rt-users] Adding Custom Field to MyTickets In-Reply-To: <0f7a01c4afbb$f32b68b0$0a02010a@renditionnetworks.com> References: <0f7a01c4afbb$f32b68b0$0a02010a@renditionnetworks.com> Message-ID: <416ACACE.4030200@acronis.com> Stevo wrote: > Team, > > I've made a few customizations to the MyTickets section of the RT at a > glace page, but what I'd really like to do next is add a custom field > (Customer Name) in place of the Priority field. Any ideas on how to do > this? Start from http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch I didn't investigate how to do it in 3.2.x but it's deferent I'm sure. > > Thanks > > -Stevo > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Mon Oct 11 13:24:28 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 11 Oct 2004 13:24:28 -0400 Subject: [rt-users] Adding Custom Field to MyTickets In-Reply-To: <0f7a01c4afbb$f32b68b0$0a02010a@renditionnetworks.com> References: <0f7a01c4afbb$f32b68b0$0a02010a@renditionnetworks.com> Message-ID: <20041011172428.GB11370@chaka.net> Look at the 'Format' line in your custom component. Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, 'LastUpdatedRelative/TITLE:Updated',", On Mon, Oct 11, 2004 at 10:58:44AM -0700, Stevo wrote: > Team, > > I've made a few customizations to the MyTickets section of the RT at a glace page, but what I'd really like to do next is add a custom field (Customer Name) in place of the Priority field. Any ideas on how to do this? > > Thanks > > -Stevo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From checkpoint at ozbergs.com Mon Oct 11 14:37:46 2004 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 11 Oct 2004 11:37:46 -0700 Subject: [rt-users] Adding Custom Field to MyTickets References: <0f7a01c4afbb$f32b68b0$0a02010a@renditionnetworks.com> <20041011172428.GB11370@chaka.net> Message-ID: <0fa301c4afc1$673aeb40$0a02010a@renditionnetworks.com> Thanks for the help. I got it worked out thanks to Jason Diegmueller who suggested the following format in my search: CustomField.{CustomFieldName} -Steve ----- Original Message ----- From: "Todd Chapman" To: "Stevo" Cc: Sent: Monday, October 11, 2004 10:24 AM Subject: Re: [rt-users] Adding Custom Field to MyTickets > Look at the 'Format' line in your custom component. > > Format => "' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', > ' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__/TITLE:Subject', > QueueName, ExtendedStatus, CreatedRelative, > 'LastUpdatedRelative/TITLE:Updated',", > > > On Mon, Oct 11, 2004 at 10:58:44AM -0700, Stevo wrote: >> Team, >> >> I've made a few customizations to the MyTickets section of the RT at a >> glace page, but what I'd really like to do next is add a custom field >> (Customer Name) in place of the Priority field. Any ideas on how to do >> 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 paul.williams at uwex.edu Mon Oct 11 15:47:16 2004 From: paul.williams at uwex.edu (Paul Williams) Date: Mon, 11 Oct 2004 14:47:16 -0500 Subject: [rt-users] requesttracker gets lost in Tickets option Message-ID: <5.2.1.1.2.20041011135527.01de2e08@imap.uwex.edu> I have installed Requesttracker 3.2.2, on a Redhat Linux AS 2.1 system. I am running Apache 1.3.31 (compiled and installed from source), and I am using mod_perl 1.29. I have installed perl-5.8.5 into its own tree at /usr/local/perl5/perl5.8.5 (I also modifed /usr/bin/perl to point to that perl). The installation of requesttracker was not entirely clean. A number of modules needed to be installed by downloading them and then doing the install. When I access requesttracker via the web, it appears that it is working. However, if I click on Tickets the web browser never gets to the next web page, it just indicates the browser it is attempting to get the Search/Build.html web page. If I check the httpd processes with top, it shows one of them is using nearly all the cpu. I have to run /usr/local/apache/bin/apachectl restart to fix the problem. Does anyone have an idea what might be wrong? From drizit at gmail.com Mon Oct 11 16:38:47 2004 From: drizit at gmail.com (Kent) Date: Mon, 11 Oct 2004 15:38:47 -0500 Subject: [rt-users] Status changed from Resolved to Open during reply? Message-ID: Via the web interface for RT 3.2.1 clicking on Reply to a ticket that is already closed and leaving the Status box at 'resolved (unchanged)' the ticket will reopen itself after the update. Any way to stop this behaviour? I want the ticket to re-open itself if a requester sends in an email but not if one of our staff is replying to an already resolved ticket. Am I missing something obvious here? System is RT 3.2.1 Solaris 9 Apache 1.3.31 w/FastCGI Thanks. From Ruslan.Zakirov at acronis.com Mon Oct 11 16:50:35 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 12 Oct 2004 00:50:35 +0400 Subject: [rt-users] Re: RTx::Shredder Questions In-Reply-To: <416ABFC6.5060005@du.edu> References: <416ABFC6.5060005@du.edu> Message-ID: <416AF21B.9030009@acronis.com> Carl Gibbons wrote: > When I try using the rtx-shredder script it complains: > > Constant name 'HASH(0x8141fb4)' has invalid characters at > /opt/rt3/lcoal/lib/RTx/Shredder/Constants.pm line 37 > BEGIN failed--compilation aborted at > /opt/rt3/local/lib/RTx/Shredder/Constants.pm line 40. > > I looked back through rt-users list archives, but couldn't find anybody > else having the same issue with RTx::Shredder. Maybe you know what might > be wrong? I think you use perl 5.6.x that is not supported by RT 3.0 and higher. So I didn't test it under 5.6.x at all. Problem in constant.pm that is shipped with perl 5.6.x that doesn't support "Declare multiple constants at once" feature: http://public.activestate.com/cgi-bin/perlbrowse?patch=8240 You can adopt /opt/rt3/local/lib/RTx/Shredder/Constants.pm to use one line for each constant like in examples on http://search.cpan.org/~rgarcia/perl-5.6.2/lib/constant.pm > > -- Carl Gibbons, Network Security Engineer, University of Denver > From vivek at khera.org Mon Oct 11 16:51:36 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 11 Oct 2004 16:51:36 -0400 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: References: Message-ID: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> On Oct 11, 2004, at 4:38 PM, Kent wrote: > Any way to stop this behaviour? > I want the ticket to re-open itself if a requester sends in an email > but not if one of our staff is replying to an already resolved ticket. > Am I missing something obvious here? > This has been an annoyance to me since RT 2, but I just live with it. You have to go back and re-resolve the ticket. The UI never reports that the ticket status was changed (ie, it happens silently, which is also an annoyance). It just hasn't bothered me enough to file a formal bug. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From jesse at bestpractical.com Mon Oct 11 16:52:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Oct 2004 16:52:04 -0400 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> Message-ID: <20041011205204.GM3600@pallas.eruditorum.org> > > This has been an annoyance to me since RT 2, but I just live with it. > You have to go back and re-resolve the ticket. The UI never reports > that the ticket status was changed (ie, it happens silently, which is > also an annoyance). Because you've got an "OnCorrespond, Open ticket" scrip. It's not done "in the user's process". It's done by the business logic. From vivek at khera.org Mon Oct 11 16:56:42 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 11 Oct 2004 16:56:42 -0400 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: <20041011205204.GM3600@pallas.eruditorum.org> References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> Message-ID: <0E212159-1BC8-11D9-BD71-000A9578CFCC@khera.org> On Oct 11, 2004, at 4:52 PM, Jesse Vincent wrote: > >> >> This has been an annoyance to me since RT 2, but I just live with it. >> You have to go back and re-resolve the ticket. The UI never reports >> that the ticket status was changed (ie, it happens silently, which is >> also an annoyance). > > Because you've got an "OnCorrespond, Open ticket" scrip. It's not done > "in the user's process". It's done by the business logic. > But I think there's a UI issue. When I correspond and leave the status as "resolved" two thing's don't happen: 1) it doesn't leave it resolved (which is arguable as per your note above) 2) it doesn't indicate that the status was changed on the result screen. can we make it to somehow fire the on correspond scrip before the status is checked/set by the ticket update? somehow I doubt it. Vivek Khera, Ph.D. +1-301-869-4449 x806 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From jesse at bestpractical.com Mon Oct 11 16:57:58 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Oct 2004 16:57:58 -0400 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: <0E212159-1BC8-11D9-BD71-000A9578CFCC@khera.org> References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> <0E212159-1BC8-11D9-BD71-000A9578CFCC@khera.org> Message-ID: <20041011205758.GO3600@pallas.eruditorum.org> > But I think there's a UI issue. When I correspond and leave the status > as "resolved" two thing's don't happen: > > 1) it doesn't leave it resolved (which is arguable as per your note > above) You're not changing it during your update. The system is changing it after you fire off your update. The UI has _never_ displayed the results of scrips that are fired on your transactions. It's not something that's on our list to change any time soon. -J From vivek at khera.org Mon Oct 11 17:05:15 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 11 Oct 2004 17:05:15 -0400 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: <20041011205758.GO3600@pallas.eruditorum.org> References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> <0E212159-1BC8-11D9-BD71-000A9578CFCC@khera.org> <20041011205758.GO3600@pallas.eruditorum.org> Message-ID: <3F8CF7CD-1BC9-11D9-BD71-000A9578CFCC@khera.org> On Oct 11, 2004, at 4:57 PM, Jesse Vincent wrote: > > >> But I think there's a UI issue. When I correspond and leave the status >> as "resolved" two thing's don't happen: >> >> 1) it doesn't leave it resolved (which is arguable as per your note >> above) > > You're not changing it during your update. The system is changing it > after you fire off your update. The UI has _never_ displayed the > results > of scrips that are fired on your transactions. It's not something > that's > on our list to change any time soon. > > > -J > Like I said, never bothered me enough to file a bug :-) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From drizit at gmail.com Mon Oct 11 17:04:53 2004 From: drizit at gmail.com (Kent) Date: Mon, 11 Oct 2004 16:04:53 -0500 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: <20041011205204.GM3600@pallas.eruditorum.org> References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> Message-ID: On Mon, 11 Oct 2004 16:52:04 -0400, Jesse Vincent wrote: > Because you've got an "OnCorrespond, Open ticket" scrip. It's not done > "in the user's process". It's done by the business logic. Yes I do have that scrip active. However even the update screen says 'Resolved (Unchanged)' but it does not stay unchanged it moves the status to open. So currently there is no way to reply to the ticket and keep it from playing the flip-flop game. The requestor then gets another 'Your ticket is resolved' email from us which I don't like. I would have to use a comment instead and CC the requestor which doesn't seem right and was not how the original RT worked (We just upgraded from RT 1.X). As Vivek mentioned it also doesn't tell you that it changed the status in the WebUI it just does it. It seems counter to the 'Resolved (Unchanged)' message shown in the status field and to the logic of the system. From murphy at genome.chop.edu Mon Oct 11 17:14:32 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 11 Oct 2004 17:14:32 -0400 Subject: [rt-users] RT-Journal installation question In-Reply-To: References: Message-ID: <8BBA794E-1BCA-11D9-B365-0003930D3626@genome.chop.edu> Having svn'ed out the RT-Journal source code ... The Makefile.PL for RT-Journal uses inc::Module::Install, which isn't included. What do I use for that? I don't see it in the RT 3.2 source, either. Thanks, Kevin Murphy From Ruslan.Zakirov at acronis.com Mon Oct 11 17:15:14 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 12 Oct 2004 01:15:14 +0400 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> Message-ID: <416AF7E2.3040406@acronis.com> Kent wrote: > On Mon, 11 Oct 2004 16:52:04 -0400, Jesse Vincent > wrote: > > >>Because you've got an "OnCorrespond, Open ticket" scrip. It's not done >>"in the user's process". It's done by the business logic. > > > Yes I do have that scrip active. However even the update screen says > 'Resolved (Unchanged)' but it does not stay unchanged it moves the > status to open. So currently there is no way to reply to the ticket > and keep it from playing the flip-flop game. The requestor then gets > another 'Your ticket is resolved' email from us which I don't like. I > would have to use a comment instead and CC the requestor which doesn't > seem right and was not how the original RT worked (We just upgraded > from RT 1.X). Change this scrip. As far as I remeber I've modified it locally. If owner of ticket answers then RT doesn't open ticket. If somebody else replies then RT open it. That's all. > > As Vivek mentioned it also doesn't tell you that it changed the status > in the WebUI it just does it. It seems counter to the 'Resolved > (Unchanged)' message shown in the status field and to the logic of the > system. Adjust your scrips. Scrips and Web UI is a little different things. > _______________________________________________ > 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 Oct 11 17:15:12 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Oct 2004 17:15:12 -0400 Subject: [rt-users] RT-Journal installation question In-Reply-To: <8BBA794E-1BCA-11D9-B365-0003930D3626@genome.chop.edu> References: <8BBA794E-1BCA-11D9-B365-0003930D3626@genome.chop.edu> Message-ID: <20041011211512.GP3600@pallas.eruditorum.org> On Mon, Oct 11, 2004 at 05:14:32PM -0400, Kevin Murphy wrote: > Having svn'ed out the RT-Journal source code ... > > The Makefile.PL for RT-Journal uses inc::Module::Install, which isn't > included. What do I use for that? I don't see it in the RT 3.2 > source, either. Ah. A manifest error. Sorry about that. install Module::Install and Module::Install::RTx from CPAN > 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 cgibbons at du.edu Mon Oct 11 17:45:25 2004 From: cgibbons at du.edu (Carl Gibbons) Date: Mon, 11 Oct 2004 15:45:25 -0600 Subject: [rt-users] Re: RTx::Shredder Questions In-Reply-To: <416AF21B.9030009@acronis.com> References: <416ABFC6.5060005@du.edu> <416AF21B.9030009@acronis.com> Message-ID: <416AFEF5.4090802@du.edu> Carl Gibbons wrote: >> When I try using the rtx-shredder script it complains: >> >> Constant name 'HASH(0x8141fb4)' has invalid characters at >> /opt/rt3/lcoal/lib/RTx/Shredder/Constants.pm line 37 >> BEGIN failed--compilation aborted at >> /opt/rt3/local/lib/RTx/Shredder/Constants.pm line 40. >> >> I looked back through rt-users list archives, but couldn't find >> anybody else having the same issue with RTx::Shredder. Maybe you know >> what might be wrong? > Ruslan U. Zakirov wrote: > I think you use perl 5.6.x that is not supported by RT 3.0 and higher. > So I didn't test it under 5.6.x at all... ...You're wrong, Ruslan! I'm using perl 5.8.0. "perl -v" outputs: "This is perl, v5.8.0..." "which perl" outputs: "/usr/local/bin/perl." That means... ...You're right, Ruslan! (/usr/bin/perl is version 5.6.1.) When I used "perl -MCPAN -e 'install RTx::Shredder'", I expected I would get stuff in /opt/rt3/local/sbin/* that would use /usr/local/bin/perl instead of /usr/bin/perl. I manually edited the shebang (first) lines in {rtx-shredder, rtx-shredder.in, rtx-validator, rtx-validtator.in} to use /usr/local/bin/perl, and that seems to fix them. Thanks for your help! - Carl From JBrooks-Manas at rmcengr.com Mon Oct 11 19:15:22 2004 From: JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) Date: Mon, 11 Oct 2004 16:15:22 -0700 Subject: [rt-users] Login screen popping up after each request for a new screen Message-ID: <3E2F9A505836B248ABFC819B111D3222125D5C@newman.rmcengr.com> Hi, I posted this a few weeks ago, but I wasn't able to follow up then. Sorry for the repeat. I'm using RT 3.0.12 on Windows 2000. Every time I switch screens, I'm prompted to enter my username and password. This happens in IE6 only, Firefox works great. I've tried changing cookie settings, and I've added the RT server to the list of trusted sites, but that doesn't help. >From what I remember, one person wrote back and said that I need to change the perl scripts. If that's the case, I have no idea how to do that. Can I get specific instructions on where to look for the scripts, and what lines of text need to be inserted into the scripts. Thanks! Jeff Jeff Brooks-Manas - Sr. IT Coordinator Raines, Melton & Carella, Inc. 2001 N. Main St., Suite 400 Walnut Creek, CA 94596 (925) 627-4136 (direct) (925) 299-6733 (office) (925) 299-6736 (fax) jbrooks-manas at rmcengr.com http://www.rmcengr.com -------------------------------------------------------------------------------- Innovative Solutions for Water and the Environment. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mrz at intelenet.net Mon Oct 11 18:25:10 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 11 Oct 2004 15:25:10 -0700 Subject: [rt-users] RTx::Shredder not finding deleted tickets Message-ID: <03d901c4afe1$2c285680$4857fea9@desktop> Running 3.2.2 and RTx::Shredder tagged 2004-10-03. It appears not to find any deleted tickets even though mysql clearly shows deleted tickets. What am I missing? mysql> select count(*) from Tickets where Status='deleted' and LastUpdated<'2004-10-11 00:00'; +----------+ | count(*) | +----------+ | 359 | +----------+ 1 row in set (0.01 sec) root at help2 (/opt/rt3/etc/) 267> /opt/rt3/local/sbin/rtx-shredder 2004-10-11 Tickets list is empty. -- matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From rt at chaka.net Mon Oct 11 19:04:44 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 11 Oct 2004 19:04:44 -0400 Subject: [rt-users] RTx::Shredder not finding deleted tickets In-Reply-To: <03d901c4afe1$2c285680$4857fea9@desktop> References: <03d901c4afe1$2c285680$4857fea9@desktop> Message-ID: <20041011230444.GC11370@chaka.net> Did you apply the patch it comes with? On Mon, Oct 11, 2004 at 03:25:10PM -0700, matthew zeier wrote: > > Running 3.2.2 and RTx::Shredder tagged 2004-10-03. It appears not to find > any deleted tickets even though mysql clearly shows deleted tickets. > > What am I missing? > > mysql> select count(*) from Tickets where Status='deleted' and > LastUpdated<'2004-10-11 00:00'; > +----------+ > | count(*) | > +----------+ > | 359 | > +----------+ > 1 row in set (0.01 sec) > > root at help2 (/opt/rt3/etc/) 267> /opt/rt3/local/sbin/rtx-shredder 2004-10-11 > Tickets list is empty. > > > -- > matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. > InteleNet Communications, Inc. | It is only to be understood." > (949) 784-7904 | - Marie Curie > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rickm at 3d3.com Mon Oct 11 22:04:09 2004 From: rickm at 3d3.com (Rick Measham) Date: Tue, 12 Oct 2004 12:04:09 +1000 Subject: [rt-users] Adding a status Message-ID: <1097546648.3553.2.camel@rickm.local> On the front page I'd like to be able to see which tickets have been appended. At the moment tickets are open or new however I'd like to see 'replied' in there. Is there any consequences to hacking a new status into the system? If so (or even if not), is there a better way to do it? Should the support team set the status to stalled when they answer? (We were going to use stalled for tickets that have not been resolved but which we're not actively working on any more) Cheers! Rick From rt at chaka.net Mon Oct 11 21:32:27 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 11 Oct 2004 21:32:27 -0400 Subject: [rt-users] Adding a status In-Reply-To: <1097546648.3553.2.camel@rickm.local> References: <1097546648.3553.2.camel@rickm.local> Message-ID: <20041012013227.GD11370@chaka.net> http://www.google.com/search?hl=en&q=site%3Alists.bestpractical.com+custom+status&btnG=Google+Search On Tue, Oct 12, 2004 at 12:04:09PM +1000, Rick Measham wrote: > On the front page I'd like to be able to see which tickets have been > appended. At the moment tickets are open or new however I'd like to see > 'replied' in there. Is there any consequences to hacking a new status > into the system? > > If so (or even if not), is there a better way to do it? Should the > support team set the status to stalled when they answer? (We were going > to use stalled for tickets that have not been resolved but which we're > not actively working on any more) > > 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 From rt at chaka.net Mon Oct 11 22:09:04 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 11 Oct 2004 22:09:04 -0400 Subject: [rt-users] Access to Userlist In-Reply-To: References: Message-ID: <20041012020904.GE11370@chaka.net> I don't think so. You may need to run separate instances of RT. -Todd On Mon, Oct 11, 2004 at 09:25:37AM +0200, Oliver Rahn wrote: > Hi, > > we use rt 3.2.1. > > Is there a way to limit the users view per queue? The > Problem is, we have users who are only allowed to work on tickets in one > queue. And this users should only see the users of a group which are also > working on this group. At the moment they can see all privileged users of > the system when they change the owner of a ticket. > > Thanks for help > > Oli > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Rich.West at wesmo.com Mon Oct 11 21:44:23 2004 From: Rich.West at wesmo.com (Rich West) Date: Mon, 11 Oct 2004 21:44:23 -0400 Subject: [rt-users] mason going CRAZY Message-ID: <416B36F7.9040204@wesmo.com> I just migrated everything over to a new server, running Fedora Core 2, and I am now experiencing an odd problem on all of the RT instances I have running (via FastCGI) RT (3.2.1) works just fine until you select to reply, resolve, comment on a ticket. Once you drill down to that level, it seems to send the mason_handler.fcgi off in to no-man's land and it gobbles up all of the available CPU until the system crawls. The page never gets drawn and the only way out is to kill off that mason_handler or restart the webserver. This is pretty odd since, on the older system (running FC1) it worked just fine. Of course, I am probably running older perl modules on there, but the installation was literally copied from one machine to the other.... wait.. should I recompile everything just in case? Ideas/comments are more than welcome! -Rich -- Richard West $14.95 Registrations mailto:rwest at wesmo.com Wesmo Computer Services .com .net .org .tv .cc http://www.wesmo.com Full Domain & Web Hosting .BIZ .INFO & MORE!! From Rich.West at wesmo.com Mon Oct 11 23:54:57 2004 From: Rich.West at wesmo.com (Rich West) Date: Mon, 11 Oct 2004 23:54:57 -0400 Subject: [rt-users] mason going CRAZY In-Reply-To: <416B36F7.9040204@wesmo.com> References: <416B36F7.9040204@wesmo.com> Message-ID: <416B5591.8000601@wesmo.com> Hrmm.. I tried recompiling Mod_FastCGI and got the same results. Grrr.. This is just bizarre and I am pretty much at a loss as to what else to try... The darned thing hangs at the same point in every ticket (it begins drawing the form for the reply, but never completes..).. :( -Rich > I just migrated everything over to a new server, running Fedora Core > 2, and I am now experiencing an odd problem on all of the RT instances > I have running (via FastCGI) > > RT (3.2.1) works just fine until you select to reply, resolve, comment > on a ticket. Once you drill down to that level, it seems to send the > mason_handler.fcgi off in to no-man's land and it gobbles up all of > the available CPU until the system crawls. The page never gets drawn > and the only way out is to kill off that mason_handler or restart the > webserver. > > This is pretty odd since, on the older system (running FC1) it worked > just fine. Of course, I am probably running older perl modules on > there, but the installation was literally copied from one machine to > the other.... wait.. should I recompile everything just in case? > > Ideas/comments are more than welcome! > > -Rich > From rickm at 3d3.com Tue Oct 12 00:07:55 2004 From: rickm at 3d3.com (Rick Measham) Date: Tue, 12 Oct 2004 14:07:55 +1000 Subject: [rt-users] Adding a status In-Reply-To: <20041012013227.GD11370@chaka.net> References: <1097546648.3553.2.camel@rickm.local> <20041012013227.GD11370@chaka.net> Message-ID: <1097554074.3553.6.camel@rickm.local> On Tue, Oct 12, 2004 at 12:04:09PM +1000, I asked: > On the front page I'd like to be able to see which tickets have been > appended. At the moment tickets are open or new however I'd like to see > 'replied' in there. Is there any consequences to hacking a new status > into the system? On Tue, 2004-10-12 at 11:32, Todd Chapman replied: > http://www.google.com/search?hl=en&q=site%3Alists.bestpractical.com+custom+status&btnG=Google+Search In case anyone comes across this post in the future, to save you looking through Googles results (the first few are just the question being posed) here's a link to a conclusive answer from Jesse: http://lists.bestpractical.com/pipermail/rt-users/attachments/20040621/6cab75de/attachment.htm Thanks Todd for pointing me in the right path. Should have thought of Googling before! Cheers! Rick Measham From rickm at 3d3.com Tue Oct 12 00:27:36 2004 From: rickm at 3d3.com (Rick Measham) Date: Tue, 12 Oct 2004 14:27:36 +1000 Subject: [rt-users] [Hack] Tickets owned by other users Message-ID: <1097555255.3553.26.camel@rickm.local> Attached is a hack I've written to include a list of tickets that are owned by other users. The hack displays this on the front page underneath the 'Quick Search', but to move it is just a case of changing the diff file. As this is my first hack, please comment on it. (If you're reading this in an archive, please check for replies) A few assuptions are made in the file: 1. The 'nobody' user is id 10 (AFAIK, this is always true ... if not, what's the best way of getting the Nobody user?) 2. The number of tickets displayed is the same number of unowned tickets that are displayed. You could hard code a different value or hack a new preference for changing it, but that's for you to do) The file 'OthersTickets' should be saved into /Elements/OthersTickets and the OthersTickets should be patched onto /html/index.html (if you don't have a patch utility, just add the lines that start with '+' to your index.html in the place shown (without the '+' of course)) Cheers! Rick Measham -------------- next part -------------- %# BEGIN LICENSE BLOCK %# %# Copyright (c) 2004 Rick Measham %# %# This file extends RT to allow listing of other user's tickets %# on the front page. %# %# The work is based entirely on the file MyTickets which is %# distributed with the official release however this does not. %# imply any guarantee of any kind. This file is not an authorised %# patch of the RT system and should be treated as a separate work %# for any purpose other than any stated in the GPL licence under %# which this work is released. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# $# $# THE FOLLOWING COPYRIGHT NOTICE ACCOMPANIES THE ORIGINAL FILE $# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# END LICENSE BLOCK <&|/Elements/TitleBox, title => loc('[_1] highest priority tickets others own', $rows) &> <& /Elements/TicketList, Title => loc("[_1] highest priority tickets I requested...", $rows), Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', OwnerName", Query => " Owner != '".$session{'CurrentUser'}->Id."' AND Owner != 10 AND ( Status = 'new' OR Status = 'open')", OrderBy => 'Priority', Order => 'DESC', Rows => $rows, ShowNavigation => 0 &> <%INIT> my $rows = $RT::MyRequestsLength; -------------- next part -------------- A non-text attachment was scrubbed... Name: OthersTickets.diff Type: text/x-patch Size: 504 bytes Desc: not available URL: From or at schlachtfest.de Tue Oct 12 02:43:28 2004 From: or at schlachtfest.de (Oliver Rahn) Date: Tue, 12 Oct 2004 08:43:28 +0200 (CEST) Subject: [rt-users] Re: Access to Userlist In-Reply-To: <20041012020904.GE11370@chaka.net> References: <20041012020904.GE11370@chaka.net> Message-ID: On Mon, 11 Oct 2004, Todd Chapman wrote: > I don't think so. You may need to run separate instances of RT. to bad, then i have to rename some of the users. :) Maby this could added to a wishlist for further releases. Is there a possibility to do this? Oli From jesse at bestpractical.com Tue Oct 12 03:01:28 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Oct 2004 03:01:28 -0400 Subject: [rt-users] [Admin] Wiki upgraded Message-ID: <20041012070128.GE3600@pallas.eruditorum.org> The wiki's been upgraded from CGI::Kwiki 0.18 to Kwiki 0.31. It appears that the upgrade clobbered usernames, but hopewfully, this will let us take additional measures to help stomp out wikispam in the near future. jesse -- From Ruslan.Zakirov at acronis.com Tue Oct 12 03:11:24 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 12 Oct 2004 11:11:24 +0400 Subject: [rt-users] Access to Userlist In-Reply-To: References: Message-ID: <416B839C.90609@acronis.com> Oliver Rahn wrote: > Hi, > > we use rt 3.2.1. > > Is there a way to limit the users view per queue? The Problem is, we > have users who are only allowed to work on tickets in one queue. And > this users should only see the users of a group which are also working > on this group. At the moment they can see all privileged users of the > system when they change the owner of a ticket. You didn't configure rights right in your RT. If user has right 'OwnTicket' then he is listed in list of posible owners. We need this feature too, but RT's rights subsystem is too complex allready. So we live with it. Feel free to add well described item on http://wiki.bestpractical.com/index.cgi?GeneralWishList > > Thanks for help > > Oli From alex at longhill.brighton-hove.sch.uk Tue Oct 12 03:32:53 2004 From: alex at longhill.brighton-hove.sch.uk (Alex Harrington) Date: Tue, 12 Oct 2004 08:32:53 +0100 Subject: [rt-users] Login screen popping up after each request for a newscreen Message-ID: > I posted this a few weeks ago, but I wasn't able > to follow up then. Sorry for the repeat. I had a similar problem a while back. Very simple but have to tried clicking "logout" and then logging back in again? It worked for me. If not, try searching the archives for sessions table. Cheers Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From niels=rt at bakker.net Tue Oct 12 07:15:58 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 12 Oct 2004 13:15:58 +0200 Subject: [rt-users] Login screen popping up after each request for a new screen In-Reply-To: <3E2F9A505836B248ABFC819B111D3222125D5C@newman.rmcengr.com> References: <3E2F9A505836B248ABFC819B111D3222125D5C@newman.rmcengr.com> Message-ID: <20041012111558.GD1190@snowcrash.tpb.net> * JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) [Tue 12 Oct 2004, 01:15 CEST]: > I'm using RT 3.0.12 on Windows 2000. Every time I switch screens, I'm > prompted to enter my username and password. This happens in IE6 only, > Firefox works great. I've tried changing cookie settings, and I've added > the RT server to the list of trusted sites, but that doesn't help. Check your IE6 security zone settings, you're probably still blocking cookies (e.g. are you using a popup blocker?) -- Niels. -- From opensource22 at yahoo.com Tue Oct 12 10:12:33 2004 From: opensource22 at yahoo.com (bill s) Date: Tue, 12 Oct 2004 07:12:33 -0700 (PDT) Subject: [rt-users] Request Tracker and configuration problem!! In-Reply-To: <20041011113342.GC92248@ns2.wananchi.com> Message-ID: <20041012141233.46192.qmail@web53810.mail.yahoo.com> Thank you all for your replies. The installation is "complete", but I am having configuration problems now. When I do "http://localhost", I get a forbidden access error and when I look at the apache error log, it says something like "/" cannot be accessed. I made the apache user "wwwrun" a member of "rt" group. I used "Fastcgi" module instead of "modperl1" with Apa che 2.0 on Suse 9.1 Pro with "mysql" and "Postfix". I changed some of the entries in RT_Siteconfig.pm, but I didn't know what values to use for "WebPath", "WebBaseURL". I set them to "/opt/rt3" and "http://localhost" respectively. I added a new "rt3.conf" file, just as it is mentioned in the documents and included it in httpd.conf file. I used "fastcgi" because two of the Perl modules - "Request" and "DBI" - kept complaining that they need "modperl" version < 1.99 (I have version 1.99.22) and so could not be installed. Could somebody tell me what am I doing wrong? Thanks Bill --- Odhiambo Washington wrote: > * bill s [20041011 03:02]: > wrote: > > Hi all, > > > > I was trying to install Request Tracker 3.2.2 on > Suse > > 9.1 Professional. The perl > > modules for some reason do not install when try to > > install them using CPAN. It spits messages like > the > > following. one of the messages is: > > > > ********************************************** > > "Warning: prerequisite Test::Manifest 0.9 not > found. > > Writing Makefile for XML::RSS > > ---- Unsatisfied dependencies detected during > > [K/KE/KELLAN/XML-RSS-1.05.tar.gz]----- > > Test::Manifest > > Shall I follow them and prepend them to the queue > > of modules we are processing right now? [yes] no" > > > > ********************************************** > > Why is CPAN not fetching and installing or fixing > the > > dependencies? > > How do I fix them? > > perl -MCPAN -e shell > type "o conf init" and press enter > > ..then choose/configure the default > options/behaviour for the > CPAN module. After that you type > > o conf commit > > > > Did anybody install Request Tracker on Suse 9.1 > > successfully? > > It should install on almost all Unixes which have > Perl > without a problem. The only problems may come during > configuration but > not installation. > > > > If so, which Apache module "mod_perl or fastcgi", > did > > you use? > > Use any that you prefer. They all work! > > > > 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 > _______________________________________________ > 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!? Declare Yourself - Register online to vote today! http://vote.yahoo.com From rt at chaka.net Tue Oct 12 09:40:48 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 12 Oct 2004 09:40:48 -0400 Subject: [rt-users] Anyone else having problem with search builder spreadshhet export? Message-ID: <20041012134048.GG11370@chaka.net> When I run a search and then click 'spreadsheet' I get a different number of rows in the sheet than the search found. If I export again the number of rows changes. Anyone else see this? -Todd From rt at chaka.net Tue Oct 12 09:55:45 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 12 Oct 2004 09:55:45 -0400 Subject: [rt-users] Anyone else having problem with search builder spreadshhet export? In-Reply-To: <20041012134048.GG11370@chaka.net> References: <20041012134048.GG11370@chaka.net> Message-ID: <20041012135545.GH11370@chaka.net> Never mind. It was a problem with funncy characters that someone cut and apsted from Excel. All the information was in the spreadsheet. -Todd On Tue, Oct 12, 2004 at 09:40:48AM -0400, Todd Chapman wrote: > When I run a search and then click 'spreadsheet' I get a different > number of rows in the sheet than the search found. If I export > again the number of rows changes. > > Anyone else see this? > > -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 sw at internetx.de Tue Oct 12 10:17:16 2004 From: sw at internetx.de (Sebastian Wiesinger) Date: Tue, 12 Oct 2004 16:17:16 +0200 Subject: [rt-users] Can't send attachments bigger then 1 MB? Message-ID: <20041012141716.GA26579@lain.intern.internetx.de> Hi, we have the problem that we can't send attachments bigger then 1 MB when answering a ticket. Tests show that 980k are sent, 1.1M aren't. Is this a known problem and where could I find a solution? We use rt 3.0.9. Regards, Sebastian From rt at chaka.net Tue Oct 12 10:08:43 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 12 Oct 2004 10:08:43 -0400 Subject: [rt-users] Can't send attachments bigger then 1 MB? In-Reply-To: <20041012141716.GA26579@lain.intern.internetx.de> References: <20041012141716.GA26579@lain.intern.internetx.de> Message-ID: <20041012140843.GI11370@chaka.net> http://www.google.com/search?hl=en&lr=&c2coff=1&q=site%3Alists.bestpractical.com+attachments+1MB&btnG=Search -Todd On Tue, Oct 12, 2004 at 04:17:16PM +0200, Sebastian Wiesinger wrote: > Hi, > > we have the problem that we can't send attachments bigger then 1 MB > when answering a ticket. Tests show that 980k are sent, 1.1M aren't. > Is this a known problem and where could I find a solution? We use rt > 3.0.9. > > Regards, > > Sebastian > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From ekr at rtfm.com Tue Oct 12 10:50:53 2004 From: ekr at rtfm.com (Eric Rescorla) Date: Tue, 12 Oct 2004 07:50:53 -0700 Subject: [rt-users] Access to Userlist In-Reply-To: Your message of "Tue, 12 Oct 2004 11:11:24 +0400." <416B839C.90609@acronis.com> Message-ID: <20041012150556.4B88371CC@sierra.rtfm.com> Ruslan U. Zakirov wrote: > Oliver Rahn wrote: > > Hi, > > we use rt 3.2.1. > > Is there a way to limit the users view per queue? The Problem is, we > > have users who are only allowed to work on tickets in one queue. And > > this users should only see the users of a group which are also > > working on this group. At the moment they can see all privileged > > users of the system when they change the owner of a ticket. > You didn't configure rights right in your RT. If user has right > 'OwnTicket' then he is listed in list of posible owners. > > We need this feature too, but RT's rights subsystem is too complex > allready. So we live with it. Feel free to add well described item on > http://wiki.bestpractical.com/index.cgi?GeneralWishList Here's a related question: I'm running RT 3.0.6 (yeah, yeah, I know) and when a privileged user clicks on the Users tab they get the list of other users, which is pretty undesirable. Is there some way to suppress that? -Ekr From JBrooks-Manas at rmcengr.com Tue Oct 12 11:16:16 2004 From: JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) Date: Tue, 12 Oct 2004 08:16:16 -0700 Subject: [rt-users] Login screen popping up after each request for a new screen Message-ID: <3E2F9A505836B248ABFC819B111D3222125D5D@newman.rmcengr.com> Thanks for your reply. I'm not blocking cookies, and I turned off the popup blocker. I'm not getting cookies from that site for some reason. Any other thoughts would be appreciated. Thanks again! Jeff -----Original Message----- From: Niels Bakker [mailto:niels=rt at bakker.net] Sent: Tuesday, October 12, 2004 4:16 AM To: Jeff Brooks-Manas Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Login screen popping up after each request for a new screen * JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) [Tue 12 Oct 2004, 01:15 CEST]: > I'm using RT 3.0.12 on Windows 2000. Every time I switch screens, I'm > prompted to enter my username and password. This happens in IE6 only, > Firefox works great. I've tried changing cookie settings, and I've added > the RT server to the list of trusted sites, but that doesn't help. Check your IE6 security zone settings, you're probably still blocking cookies (e.g. are you using a popup blocker?) -- Niels. -- Jeff Brooks-Manas - Sr. IT Coordinator Raines, Melton & Carella, Inc. 2001 N. Main St., Suite 400 Walnut Creek, CA 94596 (925) 627-4136 (direct) (925) 299-6733 (office) (925) 299-6736 (fax) jbrooks-manas at rmcengr.com http://www.rmcengr.com -------------------------------------------------------------------------------- Innovative Solutions for Water and the Environment. From drizit at gmail.com Tue Oct 12 11:33:59 2004 From: drizit at gmail.com (Kent) Date: Tue, 12 Oct 2004 10:33:59 -0500 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: <1097593342.416bf1fed0140@webmail.tufts.edu> References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> <1097593342.416bf1fed0140@webmail.tufts.edu> Message-ID: > On Mon, 11 Oct 2004 16:52:04 -0400, Jesse Vincent > wrote: > > > Because you've got an "OnCorrespond, Open ticket" scrip. It's not done > > "in the user's process". It's done by the business logic. In an effort to fix my logic I have copied AutoOpen.pm to my local/RT/Action directory and made the following changes to it listed below. I am trying to make it so a correspondence from the WebUI or Email does not re-open the ticket if CurrentUser=Owner. However this does not seem to have any afffect (Yes I stopped/started my http processes). Any suggestions? # {{{ sub Prepare sub Prepare { my $self = shift; # if the ticket is already open or the ticket is new and the message is more mail from the # requestor, don't reopen it. if ( ( $self->TicketObj->Status eq 'open' ) || ( ( $self->TicketObj->Status eq 'new' ) && $self->TransactionObj->IsInbound ) ) { return undef; } #If status is resolved and CurrentUser is Owner don't re-open. if ( ( $self->TicketObj->Status eq 'resolved' ) && ( $self->TicketObj->Owner eq $self->TransactionObj->CurrentUser ) ) { return undef; } # Fell through to this if none of the above returned. return (1); From Rich.West at wesmo.com Tue Oct 12 11:42:26 2004 From: Rich.West at wesmo.com (Rich West) Date: Tue, 12 Oct 2004 11:42:26 -0400 Subject: [rt-users] mason going CRAZY In-Reply-To: <416B5591.8000601@wesmo.com> References: <416B36F7.9040204@wesmo.com> <416B5591.8000601@wesmo.com> Message-ID: <416BFB62.40306@wesmo.com> Just for the record, I found the problem. :) I saw that the webserver was logging the following continuously: [Tue Oct 12 10:49:37 2004] [error] [client 172.1.1.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Table 'rt3.Attributes' doesn't exist at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478. And that got me thinking.. so I checked the database, and low-and-behold, that table was not there (it wasn't there on the old server either). I rummaged throught the etc/upgrade directory and found that, with 3.1.0, the attributes table was created. So, I implemented the sql upgrade which created the table, and viola! It works! Thank goodness! -Rich Rich West wrote: > Hrmm.. I tried recompiling Mod_FastCGI and got the same results. Grrr.. > > This is just bizarre and I am pretty much at a loss as to what else to > try... The darned thing hangs at the same point in every ticket (it > begins drawing the form for the reply, but never completes..).. :( > > -Rich > >> I just migrated everything over to a new server, running Fedora Core >> 2, and I am now experiencing an odd problem on all of the RT >> instances I have running (via FastCGI) >> >> RT (3.2.1) works just fine until you select to reply, resolve, >> comment on a ticket. Once you drill down to that level, it seems to >> send the mason_handler.fcgi off in to no-man's land and it gobbles up >> all of the available CPU until the system crawls. The page never >> gets drawn and the only way out is to kill off that mason_handler or >> restart the webserver. >> >> This is pretty odd since, on the older system (running FC1) it worked >> just fine. Of course, I am probably running older perl modules on >> there, but the installation was literally copied from one machine to >> the other.... wait.. should I recompile everything just in case? >> >> Ideas/comments are more than welcome! >> >> -Rich >> From Rich.West at wesmo.com Tue Oct 12 11:44:26 2004 From: Rich.West at wesmo.com (Rich West) Date: Tue, 12 Oct 2004 11:44:26 -0400 Subject: [rt-users] Rollback warning?! Message-ID: <416BFBDA.8070504@wesmo.com> This is a new message for me, so I thought I would simply ask the list as to what this means: [Tue Oct 12 11:35:38 2004] [error] [client 172.1.1.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 719., referer: https://rt.prvt.net/rt3/Ticket/Display.html?id=629 I know what rollback is, which is pretty nice, but I didn't know it was available, and, hence, I don't know how to implement it in order to get rid of the warnings. Any help would be appreciated! Thanks! -Rich From Rich.West at wesmo.com Tue Oct 12 11:51:30 2004 From: Rich.West at wesmo.com (Rich West) Date: Tue, 12 Oct 2004 11:51:30 -0400 Subject: [rt-users] Re: Performance Issues (a bug?) In-Reply-To: <20040909075644.GA3801@westend.com> References: <20040908195500.GA18731@internet2.edu> <20040909075644.GA3801@westend.com> Message-ID: <416BFD82.1080201@wesmo.com> FastCgi has some nifty features and some ways to tweak performance. Believe me, you will find a HUGE improvement if your FastCgiServer line looks something like the following (specifically, the "-processes" argument): FastCgiServer /your_path_to_your_rt_install/bin/mason_handler.fcgi -idle-timeout 120 -processes 5 A dual 600Mhz box isn't the greatest, but, for RT and only RT (plus the webserver and mysql server), that should be fine. If, when using the above option to FastCGI, you don't get better performance, it's time to start looking elsewhere (eg: on the database side). -Rich >On Wed, Sep 08, 2004 at 03:55:00PM -0400, Dan Pritts wrote: > > >>I've got a brand-new installation of RT 3.2.1 running on Fedora >>Core 1, with apache 2 & FastCGI, with a mysql backend. We have >>fewer than 100 tickets in our database. In general all the tools >>are those from Fedora - I think I had to build FastCGI by hand. >> >>The hardware is a dual-CPU pentium iii 600MHz. SCSI disks and 1 gig >>of RAM. Nothing else is happening on this box. >> >>things were horribly slow with only one mason_handler.fcgi process. >>(it would take 5-10 seconds to display a ticket - generally most of the >> >> > >This is exactly the same as I reported 1-2 weeks ago, I run RT3.2 and >RT3 on Debian on two different machines (Celeron class w/ 768MB RAM, >idle and I normally know how to setup a server) and with only 1 ticket >and still got these 5-10 seconds with either fcgi, scgi and mod_perl on >Apache1.3. I also checked for timeouting DNS queries but with no luck. > >I would really love to use RT but these numbers are of course not usable >for production use. I'm glad another user just reported <1s per ticket >which means that it is not broken by design. > >So Any ideas what could cause such a delay? > >thanks, > >-christian- > > > From checkpoint at ozbergs.com Tue Oct 12 13:10:19 2004 From: checkpoint at ozbergs.com (Stevo) Date: Tue, 12 Oct 2004 10:10:19 -0700 Subject: [rt-users] Setting Custom Fields Message-ID: <11f501c4b07e$5a1d8b30$0a02010a@renditionnetworks.com> Hi Team, I have yet another question on customizing RT. I currently have RT setup with a number of custom fields in each ticket (like Company Name, Server Platform, DB Version etc) and is it possible for me to select one value (like Company Name) and have RT automatically populate the remaining fields based on the Customer Name I have selected? -Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From danno at internet2.edu Tue Oct 12 12:47:50 2004 From: danno at internet2.edu (Dan Pritts) Date: Tue, 12 Oct 2004 12:47:50 -0400 Subject: [rt-users] Re: Performance Issues (a bug?) In-Reply-To: <416BFD82.1080201@wesmo.com> References: <20040908195500.GA18731@internet2.edu> <20040909075644.GA3801@westend.com> <416BFD82.1080201@wesmo.com> Message-ID: <20041012164750.GF18588@internet2.edu> Thanks for your response. I originally started with just 1 FastCGI. I was the only user of the system so I don't think it was timing out waiting for that FastCGI to become available - but it was slow as heck. I increased it to 12 processes (based on some online docs I found) and later, based on this list's advice, dropped it to 4. When I dropped it from 12 to 4 I did see a minor improvement that I attributed to caching by the FastCGI processes, but things were still awfully slow. Based on what I have picked up about FastCGI, I think that the goal for tuning the number of processes running should be "enough so that there is always one for a new user connecting, but not many more so that the FastCGIs can cache things effectively." Is that an accurate portrayal of things as you understand them? In particular, does each user session use a single FastCGI or will the system use them in parallel to fulfill a single web hit? I am very confident that my problem is not in the database. Simply watching the system with "top" showed that the database was idle and the perl mason_handler processes were eating the CPU for seconds at a time. Changing the mysql config from the default to a config based on my-large.cnf made no appreciable difference other than in the amount of RAM that mysql uses. Since I sent my original message I have thrown hardware at the problem. I am now running with a 2.4GHz Xeon hyperthreading CPU and things are much better, the system is now usable. I would still not consider the performance great. On Tue, Oct 12, 2004 at 11:51:30AM -0400, Rich West wrote: > FastCgi has some nifty features and some ways to tweak performance. > Believe me, you will find a HUGE improvement if your FastCgiServer line > looks something like the following (specifically, the "-processes" > argument): > FastCgiServer /your_path_to_your_rt_install/bin/mason_handler.fcgi > -idle-timeout 120 -processes 5 > > A dual 600Mhz box isn't the greatest, but, for RT and only RT (plus the > webserver and mysql server), that should be fine. > > If, when using the above option to FastCGI, you don't get better > performance, it's time to start looking elsewhere (eg: on the database > side). > > -Rich > > >On Wed, Sep 08, 2004 at 03:55:00PM -0400, Dan Pritts wrote: > > > > > >>I've got a brand-new installation of RT 3.2.1 running on Fedora > >>Core 1, with apache 2 & FastCGI, with a mysql backend. We have > >>fewer than 100 tickets in our database. In general all the tools > >>are those from Fedora - I think I had to build FastCGI by hand. > >> > >>The hardware is a dual-CPU pentium iii 600MHz. SCSI disks and 1 gig > >>of RAM. Nothing else is happening on this box. > >> > >>things were horribly slow with only one mason_handler.fcgi process. > >>(it would take 5-10 seconds to display a ticket - generally most of the > >> > >> > > > >This is exactly the same as I reported 1-2 weeks ago, I run RT3.2 and > >RT3 on Debian on two different machines (Celeron class w/ 768MB RAM, > >idle and I normally know how to setup a server) and with only 1 ticket > >and still got these 5-10 seconds with either fcgi, scgi and mod_perl on > >Apache1.3. I also checked for timeouting DNS queries but with no luck. > > > >I would really love to use RT but these numbers are of course not usable > >for production use. I'm glad another user just reported <1s per ticket > >which means that it is not broken by design. > > > >So Any ideas what could cause such a delay? > > > >thanks, > > > >-christian- > > > > > > > danno -- dan pritts - systems administrator - internet2 734/352-4953 office 734/834-7224 mobile From mrz at intelenet.net Tue Oct 12 13:50:31 2004 From: mrz at intelenet.net (matthew zeier) Date: Tue, 12 Oct 2004 10:50:31 -0700 Subject: [rt-users] RTx::Shredder not finding deleted tickets References: <03d901c4afe1$2c285680$4857fea9@desktop> <20041011230444.GC11370@chaka.net> Message-ID: <010901c4b083$f7ceb520$7b180a0a@DCLaptop> No - I installed it via CPAN and don't recall seeing anything about a patch. ----- Original Message ----- From: "Todd Chapman" To: "matthew zeier" Cc: Sent: Monday, October 11, 2004 4:04 PM Subject: Re: [rt-users] RTx::Shredder not finding deleted tickets > Did you apply the patch it comes with? > > On Mon, Oct 11, 2004 at 03:25:10PM -0700, matthew zeier wrote: > > > > Running 3.2.2 and RTx::Shredder tagged 2004-10-03. It appears not to find > > any deleted tickets even though mysql clearly shows deleted tickets. > > > > What am I missing? > > > > mysql> select count(*) from Tickets where Status='deleted' and > > LastUpdated<'2004-10-11 00:00'; > > +----------+ > > | count(*) | > > +----------+ > > | 359 | > > +----------+ > > 1 row in set (0.01 sec) > > > > root at help2 (/opt/rt3/etc/) 267> /opt/rt3/local/sbin/rtx-shredder 2004-10-11 > > Tickets list is empty. > > > > > > -- > > matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. > > InteleNet Communications, Inc. | It is only to be understood." > > (949) 784-7904 | - Marie Curie > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From shildreth at allantgroup.com Tue Oct 12 14:29:53 2004 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Tue, 12 Oct 2004 13:29:53 -0500 Subject: [rt-users] Rollback warning?! In-Reply-To: <416BFBDA.8070504@wesmo.com> References: <416BFBDA.8070504@wesmo.com> Message-ID: <1097605793.86901.154.camel@scotth.emsphone.com> On Tue, 2004-10-12 at 10:44, Rich West wrote: > This is a new message for me, so I thought I would simply ask the list > as to what this means: > > [Tue Oct 12 11:35:38 2004] [error] [client 172.1.1.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::db rollback > failed: Warning: Some non-transactional changed tables couldn't be > rolled back at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 719., > referer: https://rt.prvt.net/rt3/Ticket/Display.html?id=629 > > I know what rollback is, which is pretty nice, but I didn't know it was > available, and, hence, I don't know how to implement it in order to get > rid of the warnings. If you want the tables that are "non-transactional" to be transactional, you will need to convert them from ISAM to INNODB type tables. Check out http://www.mysql.com to see how to do that. I don't remember =8^). > > Any help would be appreciated! > > Thanks! > -Rich > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From contractor6 at match.com Tue Oct 12 14:18:29 2004 From: contractor6 at match.com (Rodney Caston) Date: Tue, 12 Oct 2004 13:18:29 -0500 Subject: [rt-users] making members of a group get an notification when a ticket is created in a certain queue. Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27D0B@da0shme010.match.corp> This seems simple, but it's not working for me. I have created a group called "Watchers" given the group the ability to watch a queue and also watchasadmincc, and assigned members to that group. In theory, when a new ticket comes up, the default scrips will email all the queue watchers, but this never happens. How do you make it so a queue will always email certain people when a new ticket is created? From Rich.West at wesmo.com Tue Oct 12 14:43:04 2004 From: Rich.West at wesmo.com (Rich West) Date: Tue, 12 Oct 2004 14:43:04 -0400 Subject: [rt-users] Re: Performance Issues (a bug?) In-Reply-To: <20041012164750.GF18588@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909075644.GA3801@westend.com> <416BFD82.1080201@wesmo.com> <20041012164750.GF18588@internet2.edu> Message-ID: <416C25B8.101@wesmo.com> Dan Pritts wrote: >Based on what I have picked up about FastCGI, I think that the goal for >tuning the number of processes running should be "enough so that there >is always one for a new user connecting, but not many more so that the >FastCGIs can cache things effectively." > >Is that an accurate portrayal of things as you understand them? > > Pretty much. You have to base it upon your system load (number of requests), but yes. I believe a minimum is about 3 FastCGI servers, with a generalized max being around 6 to 8 (and 8 is pushing it). >In particular, does each user session use a single FastCGI or will the >system use them in parallel to fulfill a single web hit? > > Actually, each user's *request* goes to a fastcgi server process. It is similar to the way that httpd handles requests. So, if you use a typical browser to pull up a page, it may contain a number of requests, which get spread across the fastcgi servers. The mozilla browser's http-pipelining helps a bit, too. :) >I am very confident that my problem is not in the database. Simply >watching the system with "top" showed that the database was idle and >the perl mason_handler processes were eating the CPU for seconds at >a time. > Same here.. this is normal... >Changing the mysql config from the default to a config based >on my-large.cnf made no appreciable difference other than in the >amount of RAM that mysql uses. > > I would be curious to see your mysql modifications for my own possible benefit. :) >Since I sent my original message I have thrown hardware at the problem. >I am now running with a 2.4GHz Xeon hyperthreading CPU and things are >much better, the system is now usable. I would still not consider the >performance great. > Wow.. That should rocket on that thing. :) I've run it on a variety of machines (Solaris, Linux), with the current configuration on a 1.4Ghz P3 and it is rock solid. RequestTracker, as with any helpdesk tool that has so much functionality, will not draw pages as quickly as if you were browsing static web pages. You will always see a bit of latency; it will not be instantaneous. The reality is that you will see something in the area of 2-4 seconds per page draw, which is common place. Hope this helps! -Rich From contractor6 at match.com Tue Oct 12 14:58:42 2004 From: contractor6 at match.com (Rodney Caston) Date: Tue, 12 Oct 2004 13:58:42 -0500 Subject: [rt-users] making members of a (new question) Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27D0C@da0shme010.match.corp> Ignore this, new question. The watchers are getting emails it seems, but it seems to be a seriously slow delay, took over 30 minutes for all the ticket emails to go out, they seemed to all go out at the same time to all the users. Is there a way to increase how often RT sending out its emails to the ticket watchers? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rodney Caston Sent: Tuesday, October 12, 2004 1:18 PM To: rt-users at lists.fsck.com Subject: [rt-users] making members of a group get an notification when aticket is created in a certain queue. This seems simple, but it's not working for me. I have created a group called "Watchers" given the group the ability to watch a queue and also watchasadmincc, and assigned members to that group. In theory, when a new ticket comes up, the default scrips will email all the queue watchers, but this never happens. How do you make it so a queue will always email certain people when a new ticket is created? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From danno at internet2.edu Tue Oct 12 15:25:57 2004 From: danno at internet2.edu (Dan Pritts) Date: Tue, 12 Oct 2004 15:25:57 -0400 Subject: [rt-users] Re: Performance Issues (a bug?) In-Reply-To: <416C25B8.101@wesmo.com> References: <20040908195500.GA18731@internet2.edu> <20040909075644.GA3801@westend.com> <416BFD82.1080201@wesmo.com> <20041012164750.GF18588@internet2.edu> <416C25B8.101@wesmo.com> Message-ID: <20041012192557.GB24859@internet2.edu> On Tue, Oct 12, 2004 at 02:43:04PM -0400, Rich West wrote: > Actually, each user's *request* goes to a fastcgi server process. It is > similar to the way that httpd handles requests. So, if you use a > typical browser to pull up a page, it may contain a number of requests, > which get spread across the fastcgi servers. I am guessing here but I imagine that the frame containing the ticket diary is a single http request. This is where it's so slow. > I would be curious to see your mysql modifications for my own possible > benefit. :) Look at the example my.cnf files that come with the mysql distribution. On my red hat system they are: ~@basie% ls /usr/share/doc/mysql-server-3.23.58/ my-huge.cnf my-large.cnf my-medium.cnf my-small.cnf I think my-small is the default. I took my-large.cnf and tweaked it a little so it didn't use quite so much RAM but it still uses plenty. Didn't make a difference; I had fewer than 100 tickets in the DB. I'm sure it *will* make a difference as my database grows. > >the perl mason_handler processes were eating the CPU for seconds at > >a time. > > Same here.. this is normal... Just to clarify, a mason_handler would eat the CPU for several seconds at a time FOR EACH TICKET I OPENED. I'm not just saying that these processes ate CPU in general. > RequestTracker, as with any helpdesk tool that has so much > functionality, will not draw pages as quickly as if you were browsing > static web pages. You will always see a bit of latency; it will not be > instantaneous. The reality is that you will see something in the area > of 2-4 seconds per page draw, which is common place. Your response is interesting - it's all a matter of expectations, I guess. 2-4 seconds is what I get now, depending on the size of the ticket diary. It was more like 5-10 seconds per page. I don't know what all mason_handler is doing, but IMO, having done some amount of this kind of programming myself, it is awfully slow at what it does. It just shouldn't be taking 5 CPU seconds on a 600MHz CPU to render a single HTML page. that said, I'm not volunteering to dig into the RT code base & fix it by myself, although i was hoping to provide useful feedback and testing to others working on the problem. (this is why i haven't said anything about this on the list for the last several weeks). danno -- dan pritts - systems administrator - internet2 734/352-4953 office 734/834-7224 mobile From jesse at bestpractical.com Tue Oct 12 16:00:51 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Oct 2004 16:00:51 -0400 Subject: [rt-users] Re: Performance Issues (a bug?) In-Reply-To: <20041012192557.GB24859@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909075644.GA3801@westend.com> <416BFD82.1080201@wesmo.com> <20041012164750.GF18588@internet2.edu> <416C25B8.101@wesmo.com> <20041012192557.GB24859@internet2.edu> Message-ID: <6AB47D1C-1C89-11D9-923A-000A95AE249E@bestpractical.com> On Oct 12, 2004, at 3:25 PM, Dan Pritts wrote: > On Tue, Oct 12, 2004 at 02:43:04PM -0400, Rich West wrote: >> Actually, each user's *request* goes to a fastcgi server process. It >> is >> similar to the way that httpd handles requests. So, if you use a >> typical browser to pull up a page, it may contain a number of >> requests, >> which get spread across the fastcgi servers. > > I am guessing here but I imagine that the frame containing the ticket > diary is a single http request. This is where it's so slow. > >> I would be curious to see your mysql modifications for my own possible >> benefit. :) > > Look at the example my.cnf files that come with the mysql distribution. > On my red hat system they are: > > ~@basie% ls /usr/share/doc/mysql-server-3.23.58/ > my-huge.cnf my-large.cnf my-medium.cnf my-small.cnf > > I think my-small is the default. I took my-large.cnf and tweaked > it a little so it didn't use quite so much RAM but it still uses > plenty. > > Didn't make a difference; I had fewer than 100 tickets in the DB. I'm > sure it *will* make a difference as my database grows. You do know that RT flat out _requires_ MySQL 4, right? From Rich.West at wesmo.com Tue Oct 12 16:07:19 2004 From: Rich.West at wesmo.com (Rich West) Date: Tue, 12 Oct 2004 16:07:19 -0400 Subject: [rt-users] Rollback warning?! In-Reply-To: <1097605793.86901.154.camel@scotth.emsphone.com> References: <416BFBDA.8070504@wesmo.com> <1097605793.86901.154.camel@scotth.emsphone.com> Message-ID: <416C3977.3030004@wesmo.com> Armed with that information, I found a good article that handles the pros and cons as well as the steps to convert the tables. http://builder.com.com/5100-6388-1058872.html MySQL isn't liking the syntax.. I'll keep digging at it. :) Thanks! -Rich Scott T. Hildreth wrote: > If you want the tables that are "non-transactional" to be >transactional, you will need to convert them from ISAM to INNODB >type tables. Check out http://www.mysql.com to see how to do that. >I don't remember =8^). > > From jesse at bestpractical.com Tue Oct 12 16:09:43 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 12 Oct 2004 16:09:43 -0400 Subject: [rt-users] Rollback warning?! In-Reply-To: <416C3977.3030004@wesmo.com> References: <416BFBDA.8070504@wesmo.com> <1097605793.86901.154.camel@scotth.emsphone.com> <416C3977.3030004@wesmo.com> Message-ID: What tables do you have that aren't InnoDB?\ On Oct 12, 2004, at 4:07 PM, Rich West wrote: > Armed with that information, I found a good article that handles the > pros and cons as well as the steps to convert the tables. > > http://builder.com.com/5100-6388-1058872.html > > MySQL isn't liking the syntax.. I'll keep digging at it. :) > > Thanks! > -Rich > > Scott T. Hildreth wrote: > >> If you want the tables that are "non-transactional" to be >> transactional, you will need to convert them from ISAM to INNODB type >> tables. Check out http://www.mysql.com to see how to do that. >> I don't remember =8^). >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From tenpin784 at metrocast.net Tue Oct 12 16:00:43 2004 From: tenpin784 at metrocast.net (John Barbieri) Date: Tue, 12 Oct 2004 16:00:43 -0400 Subject: [rt-users] out of space error??? Message-ID: <416C37EB.7020106@metrocast.net> hello list. we have had RT up and running for a few weeks now on a brand new sun V240 machine with a gig of ram. Going over the logs today, this error was found: Oct 12 14:16:31 xxx.metrocast.net RT: \nCould not send mail. -Not enough space at /usr/local/rt3/lib/RT/Action/SendEmail.pm line 269.\n\nStack:\n im not to sure where exactly im out of space, i have plenty of space available. We have memory and swap space free, so i dont know where else to look. any help would be greatly appreciated. Thanks in Advanced John Barbieri From danno at internet2.edu Tue Oct 12 16:37:05 2004 From: danno at internet2.edu (Dan Pritts) Date: Tue, 12 Oct 2004 16:37:05 -0400 Subject: [rt-users] Re: Performance Issues (a bug?) In-Reply-To: <6AB47D1C-1C89-11D9-923A-000A95AE249E@bestpractical.com> References: <20040908195500.GA18731@internet2.edu> <20040909075644.GA3801@westend.com> <416BFD82.1080201@wesmo.com> <20041012164750.GF18588@internet2.edu> <416C25B8.101@wesmo.com> <20041012192557.GB24859@internet2.edu> <6AB47D1C-1C89-11D9-923A-000A95AE249E@bestpractical.com> Message-ID: <20041012203704.GC24859@internet2.edu> On Tue, Oct 12, 2004 at 04:00:51PM -0400, Jesse Vincent wrote: > You do know that RT flat out _requires_ MySQL 4, right? Funny you should ask. Nobody ever responded to my note of 22 september on this topic: http://lists.fsck.com/pipermail/rt-users/2004-September/025936.html in which I wrote: > So I see on the installation instructions mysql version 4.x is required. > > I see on the mailing list concerns that performance will be bad > without it, but no mention of any other problems. > > Do I need to worry about anything other than poor performance > when running with mysql 3.23.58? ie, database corruption? > I am running with InnoDB tables. > > see, the system has been up for a while with 3.23 and i didn't > notice until now that it was an issue...i had assumed that the > rt-check-dependencies script flag everything i needed to upgrade. > > unfortunately, as it turns out, now would be a difficult time for me to > do an upgrade. As it turns out i'm past my crunch and can devote energy to the mysql upgrade. Anything I need to look out for? thanks for all your advice, Jesse - and thanks for RT. I know it seems like I have been complaining a lot, but I really appreciate the quality of RT and the time & effort that has clearly gone into it. danno -- dan pritts - systems administrator - internet2 734/352-4953 office 734/834-7224 mobile From drizit at gmail.com Tue Oct 12 18:03:54 2004 From: drizit at gmail.com (Kent) Date: Tue, 12 Oct 2004 17:03:54 -0500 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> <1097593342.416bf1fed0140@webmail.tufts.edu> Message-ID: On Tue, 12 Oct 2004 10:33:59 -0500, Kent wrote: > > On Mon, 11 Oct 2004 16:52:04 -0400, Jesse Vincent > > wrote: > > > > > Because you've got an "OnCorrespond, Open ticket" scrip. It's not done > > > "in the user's process". It's done by the business logic. > > In an effort to fix my logic I have copied AutoOpen.pm to my > local/RT/Action directory and made the following changes to it listed > below. I am trying to make it so a correspondence from the WebUI or > Email does not re-open the ticket if CurrentUser=Owner. I finally figured out the proper syntax for this. For all those interested here is the change to allow AutoOpen to NOT open a resolved ticket if the person doing the update is the current owner. You do need to restart apache after making the changes. Thanks go to Ruslan and Jesse for pointing me in the right direction. # {{{ sub Prepare sub Prepare { my $self = shift; # if the ticket is already open or the ticket is new and the message is more mail from the # requestor, don't reopen it. if ( ( $self->TicketObj->Status eq 'open' ) || ( ( $self->TicketObj->Status eq 'new' ) && $self->TransactionObj->IsInbound ) ) { return undef; - } - else { - return (1); } + #If status is resolved and actor is owner don't open. + if ( ( $self->TicketObj->Status eq 'resolved' ) + && ( $self->TicketObj->OwnerObj->Name eq &self->TransactionObj->CreatorObj->Name ) + ) { + return undef; + } + #Nothing matched. Exit OK + return (1); } # }}} From kevins at zumiez.com Tue Oct 12 19:47:54 2004 From: kevins at zumiez.com (Kevin Sonney) Date: Tue, 12 Oct 2004 16:47:54 -0700 Subject: [rt-users] Project and Asset Packages Message-ID: <8858F7B4353CDD4F98E28CCF88FD399202349484@madison> We have implemented RT but are looking for a project management and asset tracking compliment. Does anybody use RT for project or asset tracking? Does anybody use another open source package for these types of management? Anything you can recommend will be greatly appreciated! Thanks for the help / ideas in advance. Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From Rich.West at wesmo.com Tue Oct 12 20:31:22 2004 From: Rich.West at wesmo.com (Rich West) Date: Tue, 12 Oct 2004 20:31:22 -0400 Subject: [rt-users] Rollback warning?! In-Reply-To: References: <416BFBDA.8070504@wesmo.com> <1097605793.86901.154.camel@scotth.emsphone.com> <416C3977.3030004@wesmo.com> Message-ID: <416C775A.1090406@wesmo.com> This particular system has been upgraded over the years from rt 1.x to the current release. All of the tables were MyISAM. I just upgraded the tables to InnoDB (ALTER TABLE TYPE=InnoDB) and all is well with the world of RT. -Rich > What tables do you have that aren't InnoDB?\ > > On Oct 12, 2004, at 4:07 PM, Rich West wrote: > >> Armed with that information, I found a good article that handles the >> pros and cons as well as the steps to convert the tables. >> >> http://builder.com.com/5100-6388-1058872.html >> >> MySQL isn't liking the syntax.. I'll keep digging at it. :) >> >> Thanks! >> -Rich >> >> Scott T. Hildreth wrote: >> >>> If you want the tables that are "non-transactional" to be >>> transactional, you will need to convert them from ISAM to INNODB >>> type tables. Check out http://www.mysql.com to see how to do that. >>> I don't remember =8^). >> From Ruslan.Zakirov at acronis.com Wed Oct 13 07:44:45 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 13 Oct 2004 15:44:45 +0400 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> <1097593342.416bf1fed0140@webmail.tufts.edu> Message-ID: <416D152D.7070009@acronis.com> Kent wrote: > On Tue, 12 Oct 2004 10:33:59 -0500, Kent wrote: > >>>On Mon, 11 Oct 2004 16:52:04 -0400, Jesse Vincent >>> wrote: >>> >>> >>>>Because you've got an "OnCorrespond, Open ticket" scrip. It's not done >>>>"in the user's process". It's done by the business logic. >> >>In an effort to fix my logic I have copied AutoOpen.pm to my >>local/RT/Action directory and made the following changes to it listed >>below. I am trying to make it so a correspondence from the WebUI or >>Email does not re-open the ticket if CurrentUser=Owner. > > > I finally figured out the proper syntax for this. :) use next $self->TicketObj->Owner == $self->TransactionObj->Creator faster and less chances to get error > For all those interested here is the change to allow AutoOpen to NOT > open a resolved ticket if the person doing the update is the current > owner. You do need to restart apache after making the changes. > > Thanks go to Ruslan and Jesse for pointing me in the right direction. > > # {{{ sub Prepare > sub Prepare { > my $self = shift; > > # if the ticket is already open or the ticket is new and the > message is more mail from the > # requestor, don't reopen it. > if ( ( $self->TicketObj->Status eq 'open' ) > || ( ( $self->TicketObj->Status eq 'new' ) > && $self->TransactionObj->IsInbound ) > ) { > > return undef; > - } > - else { > - return (1); > } > > + #If status is resolved and actor is owner don't open. > + if ( ( $self->TicketObj->Status eq 'resolved' ) > + && ( $self->TicketObj->OwnerObj->Name eq > &self->TransactionObj->CreatorObj->Name ) > + ) { > + return undef; > + } > > + #Nothing matched. Exit OK > + return (1); > } > # }}} > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From sheeri.kritzer at tufts.edu Tue Oct 12 11:02:22 2004 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Tue, 12 Oct 2004 11:02:22 -0400 Subject: [rt-users] Status changed from Resolved to Open during reply? In-Reply-To: References: <5795FF56-1BC7-11D9-BD71-000A9578CFCC@khera.org> <20041011205204.GM3600@pallas.eruditorum.org> Message-ID: <1097593342.416bf1fed0140@webmail.tufts.edu> > On Mon, 11 Oct 2004 16:52:04 -0400, Jesse Vincent > wrote: > > > Because you've got an "OnCorrespond, Open ticket" scrip. It's not done > > "in the user's process". It's done by the business logic. The upgrade process adds back those scrips -- has that been changed? It's very frustrating that when you upgrade, you get the default scrips. I have to delete them after every upgrade. Thanx! -Sheeri From Ruslan.Zakirov at acronis.com Wed Oct 13 08:12:01 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 13 Oct 2004 16:12:01 +0400 Subject: [rt-users] Access to Userlist In-Reply-To: <20041012150556.4B88371CC@sierra.rtfm.com> References: <20041012150556.4B88371CC@sierra.rtfm.com> Message-ID: <416D1B91.1050901@acronis.com> Eric Rescorla wrote: > Here's a related question: > I'm running RT 3.0.6 (yeah, yeah, I know) and when a privileged > user clicks on the Users tab they get the list of other users, > which is pretty undesirable. Is there some way to suppress that? Open /opt/rt3/share/html/Admin/Users/index.html and add next lines just after "<%INIT>" string return unless( $session{'CurrentUser'}->HasRight( Right => 'AdminUsers', Object => $RT::System ) ); After that all users who don't have global right AdminUsers would see only blank content instead of users list. See also: http://wiki.bestpractical.com/index.cgi?HideConfigurationTab > > -Ekr From Ruslan.Zakirov at acronis.com Wed Oct 13 08:21:39 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 13 Oct 2004 16:21:39 +0400 Subject: [rt-users] Rollback warning?! In-Reply-To: <416C3977.3030004@wesmo.com> References: <416BFBDA.8070504@wesmo.com> <1097605793.86901.154.camel@scotth.emsphone.com> <416C3977.3030004@wesmo.com> Message-ID: <416D1DD3.8010303@acronis.com> Rich West wrote: > Armed with that information, I found a good article that handles the > pros and cons as well as the steps to convert the tables. FYI MySQL manual is best source of the info about MySQL 16.7.2 Converting MyISAM Tables to InnoDB http://dev.mysql.com/doc/mysql/en/Converting_tables_to_InnoDB.html > > http://builder.com.com/5100-6388-1058872.html > > MySQL isn't liking the syntax.. I'll keep digging at it. :) > > Thanks! > -Rich > > Scott T. Hildreth wrote: > >> If you want the tables that are "non-transactional" to be >> transactional, you will need to convert them from ISAM to INNODB type >> tables. Check out http://www.mysql.com to see how to do that. >> I don't remember =8^). >> >> > > _______________________________________________ > 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 Oct 13 08:26:30 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 13 Oct 2004 16:26:30 +0400 Subject: [rt-users] Setting Custom Fields In-Reply-To: <11f501c4b07e$5a1d8b30$0a02010a@renditionnetworks.com> References: <11f501c4b07e$5a1d8b30$0a02010a@renditionnetworks.com> Message-ID: <416D1EF6.9060405@acronis.com> Stevo wrote: > Hi Team, > > I have yet another question on customizing RT. I currently have RT > setup with a number of custom fields in each ticket (like Company Name, > Server Platform, DB Version etc) and is it possible for me to select one > value (like Company Name) and have RT automatically populate the > remaining fields based on the Customer Name I have selected? It's unclear where you select something and where RT should populate and what. Looks like you want dependencies between custom fields. http://wiki.bestpractical.com/index.cgi?GeneralWishList "Enhanced CustomFields" section. > > -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 Wed Oct 13 08:33:10 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 13 Oct 2004 16:33:10 +0400 Subject: [rt-users] making members of a group get an notification when a ticket is created in a certain queue. In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27D0B@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27D0B@da0shme010.match.corp> Message-ID: <416D2086.9010307@acronis.com> I didn't try to add group as Cc watchers for queue, but wrote RT-Action-NotifyGroup[1] that allow you to notify just any RT groups or users. Works well here for exactly same task as your require "Notify group Supervisors on Create". [1] http://search.cpan.org/~ruz/RT-Action-NotifyGroup/ Rodney Caston wrote: > This seems simple, but it's not working for me. > > I have created a group called "Watchers" given the group the ability to > watch a queue and also watchasadmincc, and assigned members to that > group. > > In theory, when a new ticket comes up, the default scrips will email all > the queue watchers, but this never happens. > > How do you make it so a queue will always email certain people when a > new ticket is created? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mjoseff at yellowbrix.com Wed Oct 13 09:00:42 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Wed, 13 Oct 2004 09:00:42 -0400 (EDT) Subject: [rt-users] out of space error??? In-Reply-To: <416C37EB.7020106@metrocast.net> References: <416C37EB.7020106@metrocast.net> Message-ID: Send us a df. On Tue, 12 Oct 2004, John Barbieri wrote: }hello list. } } }we have had RT up and running for a few weeks now on a brand new sun V240 }machine with a gig of ram. } }Going over the logs today, this error was found: } } Oct 12 14:16:31 xxx.metrocast.net RT: }\nCould not send mail. -Not }enough space at /usr/local/rt3/lib/RT/Action/SendEmail.pm line 269.\n\nStack:\n } } }im not to sure where exactly im out of space, i have plenty of space available. }We have memory and swap space free, so i dont know where else to look. } }any help would be greatly appreciated. } } }Thanks in Advanced } }John Barbieri } } }_______________________________________________ }http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users } }Be sure to check out the RT wiki at http://wiki.bestpractical.com } -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From shildreth at allantgroup.com Wed Oct 13 09:55:30 2004 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Wed, 13 Oct 2004 08:55:30 -0500 Subject: [rt-users] out of space error??? In-Reply-To: <416C37EB.7020106@metrocast.net> References: <416C37EB.7020106@metrocast.net> Message-ID: <1097675729.86901.167.camel@scotth.emsphone.com> You may have plenty of disk space, but I'm sure that it is partitioned. For instance if the mail boxes are kept in /var/mail, /var could have filled up. On Tue, 2004-10-12 at 15:00, John Barbieri wrote: > hello list. > > > we have had RT up and running for a few weeks now on a brand new sun > V240 machine with a gig of ram. > > Going over the logs today, this error was found: > > Oct 12 14:16:31 xxx.metrocast.net RT: > \nCould not send mail. > -Not enough space at /usr/local/rt3/lib/RT/Action/SendEmail.pm line > 269.\n\nStack:\n > > > im not to sure where exactly im out of space, i have plenty of space > available. We have memory and swap space free, so i dont know where else > to look. > > any help would be greatly appreciated. > > > Thanks in Advanced > > John Barbieri > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From dv at proasyl.de Wed Oct 13 10:15:48 2004 From: dv at proasyl.de (NN) Date: Wed, 13 Oct 2004 16:15:48 +0200 Subject: [rt-users] when resolving a ticket message and attachments to client not sent Message-ID: <049c01c4b12f$23753680$091ba8c0@freiburg> sorry people, if this turns out to be a dull question. i've just finished installing rt 3.2.2 (apache 2.0.52, mod_perl 1.99) and am now desperately trying to get the configuration right so we can get started. whenever i'm resolving a ticket with "reply to requestors", the message will be sent with any attachment and/or text i add to the admincc named in the bcc-line, but not to the client. He just receives the plain message stored in the template, something like "your ticket was resolved". i've tried, of course, to google the topic, but didn't get any wiser. i've tried to use all the templates offered by default as well as some offered by other users, but nothing didn't work. what am i doing wrong? is there a template that will do the trick? i'm not good at perl, just finished lesson 6 of "perl in 21 days"... thanks for any help --------------------------------------- lothar fuhlrott From jake at kauth.org Wed Oct 13 13:17:37 2004 From: jake at kauth.org (Jake Kauth) Date: Wed, 13 Oct 2004 10:17:37 -0700 Subject: [rt-users] installing on Mac OSX? Message-ID: Hello! I am attempting to do an install of RT3 on Mac OSX. The machine is an Xserve G4 running Panther 10.3.5. Has anyone had (recent) success with getting this to work? I tried it once already and became embroiled in mess of perl module dependencies. Has anyone on this list done this, and can they offer any links/advice/howtos? jake ***** From jesse at bestpractical.com Wed Oct 13 13:54:06 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Oct 2004 13:54:06 -0400 Subject: [rt-users] installing on Mac OSX? In-Reply-To: References: Message-ID: <20041013175406.GM31099@pallas.eruditorum.org> On Wed, Oct 13, 2004 at 10:17:37AM -0700, Jake Kauth wrote: > Hello! > > I am attempting to do an install of RT3 on Mac OSX. > > The machine is an Xserve G4 running Panther 10.3.5. Build a custom perl with --prefix=/opt/perl-5.8.5, then run PERL=/opt/perl-5.8.5/bin/perl ./configure --with-rt-user=www \ --with-rt-group=www make testdeps make fixdeps That's how I do it ~every day when developing RT on OSX ;) > Has anyone had (recent) success with getting this to work? I > tried it once already and became embroiled in mess of perl > module dependencies. > > Has anyone on this list done this, and can they > offer any links/advice/howtos? > > jake > ***** > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From khascall at midway.uchicago.edu Wed Oct 13 14:23:42 2004 From: khascall at midway.uchicago.edu (Kaylea Hascall) Date: Wed, 13 Oct 2004 13:23:42 -0500 Subject: [rt-users] installing on Mac OSX? Message-ID: <200410131823.i9DINgT3002400@harper.uchicago.edu> I didn't have too too much trouble with my install on 10.3, but I gave up a few things along the way which perhaps make my OS X'ness less pure :). Sneer if you like! But I didn't try to teach RT about the funky OS X directory naming scheme, and I compiled my own perl/apache/etc. from scratch. I did cheat and use the mysql installer package, but it wasn't very happy with my server being headless so you might end up with trouble there. The OS X ports libraries, like fink and darwinports and whatnot, were not much help. So I'd say try CPAN first (particularly, make sure your perl install has the default CPAN packages before you start running around getting the RT-specific packages), then try a hand-install on all wayward modules, then google for your current error message if that fails. I did get bitten by the fact that at one point I'd updated the OS without doing an upgrade of the developer tools (er, xcode), so if you're not 100% sure you're on the latest version, run the CD again. I've found that they do more than just upgrade the tools with those CDs -- they also fix odd bugs in config files and so forth. I had a bit more trouble with apache/mod_perl than with perl itself actually, but once I gave up on my illusions of using apache 2..("Oh, I can make it work! How hard can it be?" I said to myself)...I had a lot more luck -- the guides at www.macdevcenter.com were much help there. Hope this is helpful (or at least encouraging). -Kaylea ----------------- Kaylea Hascall | (773) 834-4117 or khascall at uchicago.edu TASC: Technology, Architecture, & Service Coordination Assistant Director: Academic Technologies, Learning Environments Group NSIT, University of Chicago From rjwsys at uniserve.com Wed Oct 13 15:01:33 2004 From: rjwsys at uniserve.com (Robert Westendorp) Date: Wed, 13 Oct 2004 12:01:33 -0700 Subject: [rt-users] Problems with dumpfile-to-rt-3.0 Message-ID: <1cce01c4b157$0e9f5290$d3a1f4cc@rob> Some more info .. did some debugging and it appears that the code dies here: $users->UnLimit(); } $users->{'find_disabled_rows'} = 1; my @users; foreach my $user ( @{ $users->ItemsArrayRef }) { <----- This line is where it dies. I'm not 100% sure what this line does my $user_ds; foreach my $param ( sort keys %$acc, 'id' ) { $user_ds->{$param} = $user->_Value($param) if ( $user->_Value($param) ); } Exporting tickets/queues everything else is fine .. it's just the users that is giving me a problem. Robert. > ----- Original Message ----- > From: "Robert Westendorp" > To: > Sent: Tuesday, October 12, 2004 3:09 PM > Subject: [Rt-devel] Problems with dumpfile-to-rt-3.0 > > > > Hi when I run dumpfile-to-rt-3.0 (v1.23) I'm getting reams of this .... > any > > ideas? > > > > uCreating user Unnamed user 251198 > > .[Tue Oct 12 22:08:48 2004] [error]: Could not create a new user - > > (/usr/local/rt-3.2.2/lib/RT/User_Overlay.pm:26 > > 0) > > Failed to create user for$VAR1 = { > > 'CryptedPassword' => undef, > > 'Name' => 'Unnamed user 251198' > > > From jake at kauth.org Wed Oct 13 15:18:15 2004 From: jake at kauth.org (Jake Kauth) Date: Wed, 13 Oct 2004 12:18:15 -0700 Subject: [rt-users] installing on Mac OSX? In-Reply-To: <20041013175406.GM31099@pallas.eruditorum.org> References: <20041013175406.GM31099@pallas.eruditorum.org> Message-ID: Hi Jesse! Thanks, I'll try this. Can you riddle me this: 1) do you install Bundle::CPAN after this? 2) are you using the included apache web server? 3) are you using Panther Client or Server? (my notes so far): > Mac Installation: > > PREREQS: > panther 10.3.5 w/ all updates > download perl 5.8.5 > install dev tools > > WHAT TO DO: > tar -xvRjf ./perl-5.8.5.tar.bz2 > cd perl-5.8.5 > rm -f config.sh Policy.sh > ./configure.gnu --prefix=/opt/perl-5.8.5 > make On Oct 13, 2004, at 10:54 AM, Jesse Vincent wrote: > On Wed, Oct 13, 2004 at 10:17:37AM -0700, Jake Kauth wrote: >> Hello! >> >> I am attempting to do an install of RT3 on Mac OSX. >> >> The machine is an Xserve G4 running Panther 10.3.5. > > Build a custom perl with --prefix=/opt/perl-5.8.5, then run > > PERL=/opt/perl-5.8.5/bin/perl ./configure --with-rt-user=www \ > --with-rt-group=www > > make testdeps > make fixdeps > > That's how I do it ~every day when developing RT on OSX ;) > > >> Has anyone had (recent) success with getting this to work? I >> tried it once already and became embroiled in mess of perl >> module dependencies. >> >> Has anyone on this list done this, and can they >> offer any links/advice/howtos? >> >> jake >> ***** >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > -- > From jake at kauth.org Wed Oct 13 15:18:29 2004 From: jake at kauth.org (Jake Kauth) Date: Wed, 13 Oct 2004 12:18:29 -0700 Subject: [rt-users] installing on Mac OSX? In-Reply-To: <20041013175406.GM31099@pallas.eruditorum.org> References: <20041013175406.GM31099@pallas.eruditorum.org> Message-ID: Hi Jesse! Thanks, I'll try this. Can you riddle me this: 1) do you install Bundle::CPAN after this? 2) are you using the included apache web server? 3) are you using Panther Client or Server? (my notes so far): > Mac Installation: > > PREREQS: > panther 10.3.5 w/ all updates > download perl 5.8.5 > install dev tools > > WHAT TO DO: > tar -xvRjf ./perl-5.8.5.tar.bz2 > cd perl-5.8.5 > rm -f config.sh Policy.sh > ./configure.gnu --prefix=/opt/perl-5.8.5 > make On Oct 13, 2004, at 10:54 AM, Jesse Vincent wrote: > On Wed, Oct 13, 2004 at 10:17:37AM -0700, Jake Kauth wrote: >> Hello! >> >> I am attempting to do an install of RT3 on Mac OSX. >> >> The machine is an Xserve G4 running Panther 10.3.5. > > Build a custom perl with --prefix=/opt/perl-5.8.5, then run > > PERL=/opt/perl-5.8.5/bin/perl ./configure --with-rt-user=www \ > --with-rt-group=www > > make testdeps > make fixdeps > > That's how I do it ~every day when developing RT on OSX ;) > > >> Has anyone had (recent) success with getting this to work? I >> tried it once already and became embroiled in mess of perl >> module dependencies. >> >> Has anyone on this list done this, and can they >> offer any links/advice/howtos? >> >> jake >> ***** >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > -- > From jake at kauth.org Wed Oct 13 15:18:43 2004 From: jake at kauth.org (Jake Kauth) Date: Wed, 13 Oct 2004 12:18:43 -0700 Subject: [rt-users] installing on Mac OSX? In-Reply-To: <20041013175406.GM31099@pallas.eruditorum.org> References: <20041013175406.GM31099@pallas.eruditorum.org> Message-ID: Hi Jesse! Thanks, I'll try this. Can you riddle me this: 1) do you install Bundle::CPAN after this? 2) are you using the included apache web server? 3) are you using Panther Client or Server? (my notes so far): > Mac Installation: > > PREREQS: > panther 10.3.5 w/ all updates > download perl 5.8.5 > install dev tools > > WHAT TO DO: > tar -xvRjf ./perl-5.8.5.tar.bz2 > cd perl-5.8.5 > rm -f config.sh Policy.sh > ./configure.gnu --prefix=/opt/perl-5.8.5 > make On Oct 13, 2004, at 10:54 AM, Jesse Vincent wrote: > On Wed, Oct 13, 2004 at 10:17:37AM -0700, Jake Kauth wrote: >> Hello! >> >> I am attempting to do an install of RT3 on Mac OSX. >> >> The machine is an Xserve G4 running Panther 10.3.5. > > Build a custom perl with --prefix=/opt/perl-5.8.5, then run > > PERL=/opt/perl-5.8.5/bin/perl ./configure --with-rt-user=www \ > --with-rt-group=www > > make testdeps > make fixdeps > > That's how I do it ~every day when developing RT on OSX ;) > > >> Has anyone had (recent) success with getting this to work? I >> tried it once already and became embroiled in mess of perl >> module dependencies. >> >> Has anyone on this list done this, and can they >> offer any links/advice/howtos? >> >> jake >> ***** >> >> _______________________________________________ >> 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 Oct 13 15:45:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Oct 2004 15:45:26 -0400 Subject: [rt-users] installing on Mac OSX? In-Reply-To: References: <20041013175406.GM31099@pallas.eruditorum.org> Message-ID: <20041013194525.GX31099@pallas.eruditorum.org> On Wed, Oct 13, 2004 at 12:18:15PM -0700, Jake Kauth wrote: > Hi Jesse! > > Thanks, I'll try this. > > Can you riddle me this: > > 1) do you install Bundle::CPAN after this? Possibly. I don't remember. > 2) are you using the included apache web server? Yes, though with mod_fastcgi (from www.fastcgi.com) > 3) are you using Panther Client or Server? Client. It's inconvenient to carry an X-Serve in my courier bag ;) From jake at kauth.org Wed Oct 13 16:49:47 2004 From: jake at kauth.org (Jake Kauth) Date: Wed, 13 Oct 2004 13:49:47 -0700 Subject: [rt-users] installing on Mac OSX? In-Reply-To: <20041013194525.GX31099@pallas.eruditorum.org> References: <20041013175406.GM31099@pallas.eruditorum.org> <20041013194525.GX31099@pallas.eruditorum.org> Message-ID: <6B9F56F9-1D59-11D9-A959-000A95AA6DF4@kauth.org> I've made excellent progress, so far. I am hung up on XML::RSS, which requires XML-Parser. XML Parse requires the expat XML library. Do you recall installing this by hand previously? jake ***** On Oct 13, 2004, at 12:45 PM, Jesse Vincent wrote: > On Wed, Oct 13, 2004 at 12:18:15PM -0700, Jake Kauth wrote: >> Hi Jesse! >> >> Thanks, I'll try this. >> >> Can you riddle me this: >> >> 1) do you install Bundle::CPAN after this? > > Possibly. I don't remember. > >> 2) are you using the included apache web server? > > Yes, though with mod_fastcgi (from www.fastcgi.com) > >> 3) are you using Panther Client or Server? > > Client. It's inconvenient to carry an X-Serve in my courier bag ;) > From tenpin784 at metrocast.net Wed Oct 13 15:01:27 2004 From: tenpin784 at metrocast.net (John Barbieri) Date: Wed, 13 Oct 2004 15:01:27 -0400 Subject: [rt-users] out of space error??? In-Reply-To: <1097675729.86901.167.camel@scotth.emsphone.com> References: <416C37EB.7020106@metrocast.net> <1097675729.86901.167.camel@scotth.emsphone.com> Message-ID: <416D7B87.6030700@metrocast.net> no recent changes at all. when you say logging? what kind of logging? i know i had to change something in RT_SiteConfig.pm since i am using a sun box, and with solaris, theres a different way to connect to syslog. I am see these errors in dmesg output. How hard would it be to go from 3.0.12 to 3.2?? This is a production box and it cant experience a whole lot of downtime. and as you can see from the DF, every partition has plenty of free space... according to top on the device, i am running a bit low on resources, but the amount of resources free doesnt appear to move at all: Memory: 1024M real, 22M free, 1663M swap in use, 160M swap free Talk about being a memory hog.... i read from somewhere to run 5 instances of fast cgi...is this to much??? thanks again for the help.. John DF: Filesystem size used avail capacity Mounted on }/dev/md/dsk/d1 992M 79M 854M 9% / }/dev/md/dsk/d4 9.8G 2.0G 7.8G 21% /usr }/proc 0K 0K 0K 0% /proc }mnttab 0K 0K 0K 0% /etc/mnttab }fd 0K 0K 0K 0% /dev/fd }/dev/md/dsk/d3 3.9G 136M 3.8G 4% /var }swap 160M 32K 160M 1% /var/run }swap 160M 96K 160M 1% /tmp }/dev/md/dsk/d6 18G 749M 17G 5% /metro Matthew Joseff wrote: > Any recent changes? To what file are you logging RT? Can you upgrade to 3.2.1? Scott T. Hildreth wrote: > You may have plenty of disk space, but I'm sure that it is partitioned. > For instance if the mail boxes are kept in /var/mail, /var could have > filled up. > > On Tue, 2004-10-12 at 15:00, John Barbieri wrote: > >>hello list. >> >> >>we have had RT up and running for a few weeks now on a brand new sun >>V240 machine with a gig of ram. >> >>Going over the logs today, this error was found: >> >> Oct 12 14:16:31 xxx.metrocast.net RT: >>\nCould not send mail. >>-Not enough space at /usr/local/rt3/lib/RT/Action/SendEmail.pm line >>269.\n\nStack:\n >> >> >>im not to sure where exactly im out of space, i have plenty of space >>available. We have memory and swap space free, so i dont know where else >>to look. >> >>any help would be greatly appreciated. >> >> >>Thanks in Advanced >> >>John Barbieri >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > From dblavos at wyops.com Wed Oct 13 19:00:14 2004 From: dblavos at wyops.com (Daniel Blavos) Date: Wed, 13 Oct 2004 17:00:14 -0600 Subject: [rt-users] Invalid Command. Message-ID: <001701c4b178$69ec9240$81a9a8c0@corp.wyops.com> Hey once again everyone, I have a question about configuring the Apache service for RT. I recently added a VirtualHost into the Apache configuration. When I try to use an "apache stop" then "apache start" command, it gives me this error: "Invaild command 'PerlModule' , perhaps mis-spelled or defined by a module not included in the server configuration" I do have mod_perl installed, and it is running. Should I add anything to my apache httpd.conf file? Thank you, Daniel Blavos -------------- next part -------------- An HTML attachment was scrubbed... URL: From r at elhames.co.uk Wed Oct 13 19:59:09 2004 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 14 Oct 2004 00:59:09 +0100 Subject: [rt-users] scrip action Message-ID: <10eb01c4b180$a1847800$52c593c3@tiger> Hi there; I wonder if you can help me, I would like to be able to mail a certain recipient which is not a requestor/AdminCC/Owner or any of that under certain conditions ..I know how to do the condition however not sure what is the code in the action part .. Roy From pporter at vicor.com Wed Oct 13 19:43:18 2004 From: pporter at vicor.com (Paul Porter) Date: Wed, 13 Oct 2004 16:43:18 -0700 Subject: [rt-users] Custom AutoReply Message-ID: <1097710998.2340.233.camel@diablo> Hi, I am trying to create a custom autoreply that will include this information: Submitted under username: %USERNAME% Your contact email address for updates will be %USERNAME%@domain.com How would I tell RT to pull the Requestor's information for me? I am not a programmer, so please excuse me if this is something quite simple. Thanks, Paul From seph at directionless.org Wed Oct 13 22:20:28 2004 From: seph at directionless.org (seph) Date: Wed, 13 Oct 2004 22:20:28 -0400 Subject: [rt-users] Re: requesttracker gets lost in Tickets option In-Reply-To: <5.2.1.1.2.20041011135527.01de2e08@imap.uwex.edu> (Paul Williams's message of "Mon, 11 Oct 2004 14:47:16 -0500") References: <5.2.1.1.2.20041011135527.01de2e08@imap.uwex.edu> Message-ID: > I have installed Requesttracker 3.2.2, on a Redhat Linux AS 2.1 > system. I am running Apache 1.3.31 (compiled and installed > from source), and I am using mod_perl 1.29. > > I have installed perl-5.8.5 into its own tree at /usr/local/perl5/perl5.8.5 > (I also modifed /usr/bin/perl to point to that perl). I believe you'll need to rebuilt mod_perl against that perl install as well. seph From rt at chaka.net Wed Oct 13 22:08:37 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 13 Oct 2004 22:08:37 -0400 Subject: [rt-users] scrip action In-Reply-To: <10eb01c4b180$a1847800$52c593c3@tiger> References: <10eb01c4b180$a1847800$52c593c3@tiger> Message-ID: <20041014020837.GA10762@chaka.net> I believe all you need to do is select 'Other Recipients' and in your template start it with: ----------------------- To: My template text... On Thu, Oct 14, 2004 at 12:59:09AM +0100, Raed El - Hames wrote: > Hi there; > > I wonder if you can help me, I would like to be able to mail a certain > recipient which is not a requestor/AdminCC/Owner or any of that under > certain conditions ..I know how to do the condition however not sure what is > the code in the action part .. > > Roy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From doogles at doogles.com Thu Oct 14 01:22:38 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 14 Oct 2004 00:22:38 -0500 (CDT) Subject: [rt-users] scrip action In-Reply-To: <20041014020837.GA10762@chaka.net> References: <10eb01c4b180$a1847800$52c593c3@tiger> <20041014020837.GA10762@chaka.net> Message-ID: Another method would be to use the RT::Action::NotifyGroup tool that Ruslan posted earlier today. I already have this in production and have been very pleased with it: http://search.cpan.org/~ruz/RT-Action-NotifyGroup/ Make sure you look in the sbin/ directory, as there is a tool there that will help inserting the proper rows in to the ScripActions table in the RT database, making them valid choices from the RT Scrip editor. -jd On Wed, 13 Oct 2004, Todd Chapman wrote: > I believe all you need to do is select 'Other Recipients' and > in your template start it with: > > ----------------------- > To: > > My template text... > > > On Thu, Oct 14, 2004 at 12:59:09AM +0100, Raed El - Hames wrote: >> Hi there; >> >> I wonder if you can help me, I would like to be able to mail a certain >> recipient which is not a requestor/AdminCC/Owner or any of that under >> certain conditions ..I know how to do the condition however not sure what is >> the code in the action part .. >> >> Roy >> >> _______________________________________________ >> 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 Oct 14 03:11:33 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 14 Oct 2004 11:11:33 +0400 Subject: [rt-users] Invalid Command. In-Reply-To: <001701c4b178$69ec9240$81a9a8c0@corp.wyops.com> References: <001701c4b178$69ec9240$81a9a8c0@corp.wyops.com> Message-ID: <416E26A5.1010101@acronis.com> Daniel Blavos wrote: > Hey once again everyone, > > > I have a question about configuring the Apache service for RT. I > recently added a VirtualHost into the Apache configuration. When I try > to use an "apache stop" then "apache start" command, it gives me this error: > > "Invaild command 'PerlModule' , perhaps mis-spelled or defined by a > module not included in the server configuration" > > I do have mod_perl installed, and it is running. Should I add anything > to my apache httpd.conf file? You don't. This error inform exactly about that that you don't have mod_perl installed/loaded. > > > Thank you, > Daniel Blavos > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mjoseff at yellowbrix.com Thu Oct 14 09:39:08 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Thu, 14 Oct 2004 09:39:08 -0400 (EDT) Subject: [rt-users] out of space error??? In-Reply-To: <416D7B87.6030700@metrocast.net> References: <416C37EB.7020106@metrocast.net> <1097675729.86901.167.camel@scotth.emsphone.com> <416D7B87.6030700@metrocast.net> Message-ID: On Wed, 13 Oct 2004, John Barbieri wrote: }How hard would it be to go from 3.0.12 to 3.2?? This is a production box and it }cant experience a whole lot of downtime. Not hard at all. Just create a backup copy of your current build "just in case". -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From chrislist at de-punkt.de Thu Oct 14 10:50:33 2004 From: chrislist at de-punkt.de (Christopher Kunz) Date: Thu, 14 Oct 2004 16:50:33 +0200 Subject: [rt-users] Keep RT from autoconversion Message-ID: <416E9239.7070905@de-punkt.de> Hi, our RT installation seems to automatically convert any incoming mail from ISO-8859-1 into UTF8 and then back to ISO-8859-1 or something, effectively breaking all Umlauts that are in the mail. All mails are sent as ISO-8859-1 with UTF-8 Umlauts, which really looks annoying. This problem seems to have started after updating to RT 3.2.0 - what are we doing wrong? Regards, --ck From contractor6 at match.com Thu Oct 14 12:14:56 2004 From: contractor6 at match.com (Rodney Caston) Date: Thu, 14 Oct 2004 11:14:56 -0500 Subject: [rt-users] Request Tracker & Nagios [email / tickets / deduplication] Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27D19@da0shme010.match.corp> Has anyone every tried to integrate RT and Nagios? Nagios, like most NMS tools, has the ability to send an email alert upon detecting a specified failure, example - host pings out, send email. While it's simple enough to get RT to receive the email, and make a ticket for the alert, any additional emails for this alarm will just create new tickets rather then update the existing one Ie: there is no deduplication going on. Has anyone been able to solve this issue? Does any documentation exist? From wash at wananchi.com Thu Oct 14 12:38:32 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Thu, 14 Oct 2004 19:38:32 +0300 Subject: [rt-users] How do I resolve a ticket easily? Message-ID: <20041014163832.GB77936@ns2.wananchi.com> I have a general problem that I have not managed to address since I upgraded to rt-3.x (I am running 3.2.2) I have this scrip in a queue: On Resolve Notify Requestors with template Resolved However, when I click "Resolve" the next window that opens shows: Update Type: Comments (Not sent to requesters) Down below, it also does NOT say to who the message will be sent to. I have a feeling something is damn wrong here, but I don't know the remedy. -Wash http://www.netmeister.org/news/learn2quote.html -- +======================================================================+ |\ _,,,---,,_ | Odhiambo Washington Zzz /,`.-'`' -. ;-;;,_ | Wananchi Online Ltd. www.wananchi.com |,4- ) )-,_. ,\ ( `'-'| Tel: +254 20 313985-9 +254 20 313922 '---''(_/--' `-'\_) | GSM: +254 722 743223 +254 733 744121 +======================================================================+ "I don't object to sex before marriage, but two minutes before?!?" From tenpin784 at metrocast.net Thu Oct 14 13:09:02 2004 From: tenpin784 at metrocast.net (John Barbieri) Date: Thu, 14 Oct 2004 13:09:02 -0400 Subject: [rt-users] out of space error??? In-Reply-To: References: <416C37EB.7020106@metrocast.net> <1097675729.86901.167.camel@scotth.emsphone.com> <416D7B87.6030700@metrocast.net> Message-ID: <416EB2AE.9010106@metrocast.net> Would this be part of the problem? I ran a top and this is one instance of mason_handler PID USERNAME LWP PRI NICE SIZE RES STATE TIME CPU COMMAND 1365 www 1 59 0 1383M 437M sleep 6:21 0.00% mason_handler.f in my opinion, is thats just a little to much memory being used? I have five instances running, but all the other ones are ~50MB, not 437MB! Should I try killing apache and restart it?? is there a memory leak or something? Please advise, we really cant go on much longer without being able to send emails through RT. Its weird, some emails go through, and some dont. Whats going on?!?! Thanks John Matthew Joseff wrote: > On Wed, 13 Oct 2004, John Barbieri wrote: > }How hard would it be to go from 3.0.12 to 3.2?? This is a production box and it > }cant experience a whole lot of downtime. > > Not hard at all. Just create a backup copy of your current build "just in > case". > From jake at kauth.org Thu Oct 14 13:44:39 2004 From: jake at kauth.org (Jake Kauth) Date: Thu, 14 Oct 2004 10:44:39 -0700 Subject: [rt-users] Request Tracker & Nagios [email / tickets / deduplication] In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27D19@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27D19@da0shme010.match.corp> Message-ID: > While it's simple enough to get RT to receive the email, and make a > ticket for the alert, any additional emails for this alarm will just > create new tickets rather then update the existing one You could create a ticket with a special ID Subject, i.e. > Subject: [RT Ticket #1001] ping failure on machine blah then have all your email notifications go to RT with the ticket ID already existent. This could create one ticket for each machine/service monitored, and can expand from there. jake ***** On Oct 14, 2004, at 9:14 AM, Rodney Caston wrote: > Has anyone every tried to integrate RT and Nagios? > > Nagios, like most NMS tools, has the ability to send an email alert > upon > detecting a specified failure, example - host pings out, send email. > > While it's simple enough to get RT to receive the email, and make a > ticket for the alert, any additional emails for this alarm will just > create new tickets rather then update the existing one > > Ie: there is no deduplication going on. > > Has anyone been able to solve this issue? Does any documentation > exist? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From scott at PacketPushers.com Thu Oct 14 13:43:47 2004 From: scott at PacketPushers.com (Scott Walters) Date: Thu, 14 Oct 2004 13:43:47 -0400 (EDT) Subject: [rt-users] Request Tracker & Nagios [email / tickets / deduplication] In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27D19@da0shme010.match.corp> Message-ID: On Thu, 14 Oct 2004, Rodney Caston wrote: > Has anyone every tried to integrate RT and Nagios? Not RT and Nagios but RT and BB. Lets assume that Nagios and BB provide the same function, monitoring and notifications based on events in ones environment. > While it's simple enough to get RT to receive the email, and make a > ticket for the alert, any additional emails for this alarm will just > create new tickets rather then update the existing one > > Has anyone been able to solve this issue? Does any documentation exist? Not to mention if your system sends recoveries, RT doesn't know how to deal with those. I came to the conclusion that *automatically* generating tickets in RT from a *proactive* monitoring system is a bad idea (or at least not worth the complexity it would involve). By being proactive you have a certain amount of false positives you have to deal with. Part of being proactive. I prefer a human to determine when an 'event' becomes a 'problem'. Problems are good to put into RT, not events. -- Scott Walters -PacketPusher From jgoltz at mail.nih.gov Thu Oct 14 14:37:56 2004 From: jgoltz at mail.nih.gov (Goltz, Jim (NIH/NLM/LHC)) Date: Thu, 14 Oct 2004 14:37:56 -0400 Subject: [rt-users] How do I resolve a ticket easily? Message-ID: Odhiambo Washington writes: > I have this scrip in a queue: > On Resolve Notify Requestors with template Resolved > However, when I click "Resolve" the next window that opens shows: > Update Type: Comments (Not sent to requesters) > Down below, it also does NOT say to who the message will be sent > to. I believe this is actually correct default behavior. What it means is that the resolution you enter into the ticket will not be sent to the requestor, but the "Resolved" template will be. (The default Resolved template basically just says, "According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message.") If you want the resolution message to be sent to the requestor, you can change "Comments" to "Response to requestors", or modify the Resolved template. (There are probably other things you can do, but I'm still fairly new to RT.) -- James P. Goltz (jgoltz at mail.nih.gov) From alfredo at intelideas.com Thu Oct 14 15:52:07 2004 From: alfredo at intelideas.com (Alfredo Sola) Date: Thu, 14 Oct 2004 21:52:07 +0200 Subject: [rt-users] Scrip to assign tickets upon creation Message-ID: <416ED8E7.4010300@intelideas.com> Hi all, I've been using RT for some time now (since rt2) and am on my first scrip. I just landed on the list after browsing the archives. I would like to assign incoming tickets to users belonging to a given group in a round-robin fashion (future nicer versions will hopefully feature other distribution criteria). Before I start, has anyone done this already? I have searched about and didn't find it. I'll contrib whatever I write if it is not the case. Another issue I'm seeing is that documentation for the available objects is a bit on the brief side. Maybe I missed something, but it seems that the RT code itself and the list archives are the best sources of information when writing scripts. Am I wrong here? Thanks, -- Alfredo Sola ASP5-RIPE From bartelt at slac.stanford.edu Thu Oct 14 18:42:16 2004 From: bartelt at slac.stanford.edu (John Bartelt) Date: Thu, 14 Oct 2004 15:42:16 -0700 (PDT) Subject: [rt-users] Mail Header formatting in Ticket history (3.0.x) In-Reply-To: <20041013211735.5C39784C10F@pallas.eruditorum.org> References: <20041013211735.5C39784C10F@pallas.eruditorum.org> Message-ID: Problem: our RT system often get tickets with a large number of email addresses in the CC list. Because the formatting (in 3.0.x) uses the "
" tag, these appear on a single unbroken line,
causing the whole window to be wide, requiring sideways scrolling.

Solution:  I modified Ticket/Elements/ShowTransaction to remove
these 
 tags, and modified Ticket/Elements/ShowMessageHeaders
to put in breaks (
) after each header.  Now the long lines
wrap.

I've tested it with 3.0.10 and 3.0.11.  If you are interested,
I can send a patch file.

John

+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=
John Bartelt                             bartelt at SLAC.Stanford.edu
Stanford Linear Accelerator Center       650-926-4591
MS 97
2575 Sand Hill Road
Menlo Park, CA 94025                     office:  SCS room 380


From jesse at bestpractical.com  Thu Oct 14 18:51:33 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 14 Oct 2004 18:51:33 -0400
Subject: [rt-users] Mail Header formatting in Ticket history (3.0.x)
In-Reply-To: 
References: <20041013211735.5C39784C10F@pallas.eruditorum.org>
	
Message-ID: <20041014225133.GV31099@pallas.eruditorum.org>




On Thu, Oct 14, 2004 at 03:42:16PM -0700, John Bartelt wrote:
> Problem:  our RT system  often get tickets with a large number of
> email addresses in the CC list.  Because the formatting (in 3.0.x)
> uses the "
" tag, these appear on a single unbroken line,
> causing the whole window to be wide, requiring sideways scrolling.

Thius formatting got overhauled in RT 3.2.0. It should be much cleaner
in current versions of RT.

	Jesse


From carl at xena.IPAustralia.gov.au  Thu Oct 14 20:49:02 2004
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: Fri, 15 Oct 2004 10:49:02 +1000
Subject: [rt-users] Scrip to assign tickets upon creation
In-Reply-To: <416ED8E7.4010300@intelideas.com>
References: <416ED8E7.4010300@intelideas.com>
Message-ID: <416F1E7E.5060201@xena.ipaustralia.gov.au>

Hi Alfredo,

Alfredo Sola wrote:

>     I would like to assign incoming tickets to users belonging to a 
> given group in a round-robin fashion (future nicer versions will 
> hopefully feature other distribution criteria). Before I start, has 
> anyone done this already? I have searched about and didn't find it. 
> I'll contrib whatever I write if it is not the case.

We do a slightly simpler but similar thing here.  We have generic users 
(such as "desktop" and "dba") whose email address is a mailing list of 
everyone in that group.  When they get a ticket whoever feels like 
working on the ticket then "steals" it from the generic user.  It lets 
them regulate their workload themselves.


Carl.



From smuller at netcommplete.com.au  Thu Oct 14 21:48:38 2004
From: smuller at netcommplete.com.au (Scott Muller)
Date: Fri, 15 Oct 2004 11:48:38 +1000
Subject: [rt-users] Scrip to Change Requestor for Specific Queue
Message-ID: <001b01c4b259$187cc4c0$7164a8c0@netcommplete.lan>

Hi,

I need to get RT to change the requestor email address
for every email/ticket received for a specific queue. I have
tried a  number of scrips but cannot get it to work.
I have had a look at the Wiki and tried some examples
but nothing meets my need. I'm sure it's very simple
but I just can't get my head around it. Any help or
pointers to docs would be appreciated. Is it necessary
to delete the current requestor and then add a new one ??

I am running RT 3.2.1

--

Scott Muller 
 



From tim at ccc.de  Thu Oct 14 23:04:14 2004
From: tim at ccc.de (Tim Pritlove)
Date: Fri, 15 Oct 2004 05:04:14 +0200
Subject: [rt-users] Keep RT from autoconversion
In-Reply-To: <416E9239.7070905@de-punkt.de>
References: <416E9239.7070905@de-punkt.de>
Message-ID: 


On 14.10.2004, at 16:50, Christopher Kunz wrote:

> Hi,
>
> our RT installation seems to automatically convert any incoming mail 
> from ISO-8859-1 into UTF8 and then back to ISO-8859-1 or something, 
> effectively breaking all Umlauts that are in the mail.

I experience the same with a 3.0.11 installation. Updating Perl from 
5.8.0 to 5.8.5 didn't solve the problem.

> All mails are sent as ISO-8859-1 with UTF-8 Umlauts, which really 
> looks annoying.

Hmm. Our mails leave RT correctly encoded in utf-8. So the problem is 
only on the receiving side.

> This problem seems to have started after updating to RT 3.2.0 - what 
> are we doing wrong?

As stated before, we have the problem right from the start with 3.0.11.

Any hints are welcome as this is a bit annoying. I also have the 
feeling attachments become corrupted as well. There are a couple of RTF 
and DOC attachments that can't be opened correctly.

Greetings
Tim
------
Tim Pritlove, Discordian Evangelist
 
 
Project Blinkenlights 
------
The Fifth Commandment:
A Discordian is Prohibited of Believing What he reads.



From jesse at bestpractical.com  Thu Oct 14 23:34:22 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 14 Oct 2004 23:34:22 -0400
Subject: [rt-users] Keep RT from autoconversion
In-Reply-To: 
References: <416E9239.7070905@de-punkt.de>
	
Message-ID: <20041015033422.GB31099@pallas.eruditorum.org>




On Fri, Oct 15, 2004 at 05:04:14AM +0200, Tim Pritlove wrote:
> 
> On 14.10.2004, at 16:50, Christopher Kunz wrote:
> 
> >Hi,
> >
> >our RT installation seems to automatically convert any incoming mail 
> >from ISO-8859-1 into UTF8 and then back to ISO-8859-1 or something, 
> >effectively breaking all Umlauts that are in the mail.
> 
> I experience the same with a 3.0.11 installation. Updating Perl from 
> 5.8.0 to 5.8.5 didn't solve the problem.

If folks can send us sample mail messages that will exhibit the
brokenness when fed into RT, we can add them to the test suite. (please
gzip the messages, so they don't get munged by _our_ RT instance ;) Test
suite patches that show the broken behaviour will get even higher
priority.

	Jesse

> >All mails are sent as ISO-8859-1 with UTF-8 Umlauts, which really 
> >looks annoying.
> 
> Hmm. Our mails leave RT correctly encoded in utf-8. So the problem is 
> only on the receiving side.
> 
> >This problem seems to have started after updating to RT 3.2.0 - what 
> >are we doing wrong?
> 
> As stated before, we have the problem right from the start with 3.0.11.
> 
> Any hints are welcome as this is a bit annoying. I also have the 
> feeling attachments become corrupted as well. There are a couple of RTF 
> and DOC attachments that can't be opened correctly.
> 
> Greetings
> Tim
> ------
> Tim Pritlove, Discordian Evangelist
>  
>  
> Project Blinkenlights 
> ------
> The Fifth Commandment:
> A Discordian is Prohibited of Believing What he reads.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
> 

-- 


From cwfox at fujitsu.com  Thu Oct 14 19:16:41 2004
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Thu, 14 Oct 2004 13:16:41 -1000
Subject: [rt-users] Cannot get scrip actions to send to CCs.
Message-ID: <20041014231639.5E509168004@hilo.fujitsu.com>

Alle,

	I'm running V3.2.2 and cannot seem to get rt to send to CCs added by
hand. I've setup a global scrip which is:

On Comment Notify Ccs as Comment with template Admin Comment

	I've made sure the CC user has global rights to watch all queues,
but when I add the mailing address to the CC: line on the comments screen
and update, no mail is sent to the user (No recipients found). 
	Here are all the global scrip actions:

On Create Notify AdminCcs with template Admin Correspondence On Correspond
Notify AdminCcs with template Admin Correspondence On Correspond Notify
Requestors and Ccs with template OrigSubj On Correspond Notify Other
Recipients with template OrigSubj On Comment Notify AdminCcs as Comment with
template Admin Comment On Resolve Notify Requestors with template Resolved
On Status Change Notify Owner with template Status Change On Correspond Open
Tickets with template Status Change On Owner Change Notify Owner with
template Transaction On Comment Notify Ccs as Comment with template Admin
Comment 


This queue has four scrip actions according to the logs, but I can only
count three:

On Comment Notify AdminCcs as Comment with template Admin Comment On Comment
Notify Ccs as Comment with template Admin Comment On Transaction Notify
Owner with template Transaction

	Here is the output from rt.log:

[Thu Oct 14 21:16:13 2004] [debug]: About to think about scrips for
transaction45131 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:140)
[Thu Oct 14 21:16:13 2004] [debug]: About to prepare scrips for
transaction45131 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:144)
[Thu Oct 14 21:16:13 2004] [debug]: Found 4 scrips
(/usr/local/rt3/lib/RT/Scrips_Overlay.pm:349)
[Thu Oct 14 21:16:15 2004] [debug]: About to commit scrips for
transaction45131 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:153)
[Thu Oct 14 21:16:15 2004] [info]:
 #10730/45131 -
Scrip 7  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:231)
[Thu Oct 14 21:16:15 2004] [info]:
 No recipients
found. Not sending.
 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Oct 14 21:16:15 2004] [info]:
 #10730/45131 -
Scrip 90 Imported from RT 2.0
(/usr/local/rt3/lib/RT/Action/SendEmail.pm:231)
[Thu Oct 14 21:16:15 2004] [info]:
 No recipients
found. Not sending.
 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Oct 14 21:16:15 2004] [info]:
 #10730/45131 -
Scrip 103  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:231)
[Thu Oct 14 21:16:15 2004] [info]:
 No recipients
found. Not sending.
 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:243)

	Any help would be appreciated.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC. 
E-mail:		cwfox at fujitsu.com 
Phone:		(808) 934-4102 
Pager:		(808) 934-1290
Cell:			(808) 937-5026  







From alfredo at intelideas.com  Fri Oct 15 03:12:47 2004
From: alfredo at intelideas.com (Alfredo Sola)
Date: Fri, 15 Oct 2004 09:12:47 +0200
Subject: [rt-users] Scrip to assign tickets upon creation
In-Reply-To: <416F1E7E.5060201@xena.ipaustralia.gov.au>
References: <416ED8E7.4010300@intelideas.com>
	<416F1E7E.5060201@xena.ipaustralia.gov.au>
Message-ID: <416F786F.9040300@intelideas.com>


	Hi Carl,

>>     I would like to assign incoming tickets to users belonging to a 
>> given group in a round-robin fashion (future nicer versions will 
>> hopefully feature other distribution criteria). Before I start, has 
>> anyone done this already? I have searched about and didn't find it. 
>> I'll contrib whatever I write if it is not the case.

> We do a slightly simpler but similar thing here.  We have generic users 
> (such as "desktop" and "dba") whose email address is a mailing list of 
> everyone in that group.  When they get a ticket whoever feels like 
> working on the ticket then "steals" it from the generic user.  It lets 
> them regulate their workload themselves.

	How is what you are doing different from sending notifies on ticket 
creation? Looks to me like you can save the mailing list part.

	Anyway, I'm stuck with lack of developer documentation. Specifically, 
I'm now in need of an object/function that returns the members of a 
group, because I'd like to avoid querying the database directly. Any 
pointers much appreciated.

-- 
Alfredo Sola
ASP5-RIPE


From nvarney at edt.fr  Fri Oct 15 06:32:17 2004
From: nvarney at edt.fr (nvarney at edt.fr)
Date: Fri, 15 Oct 2004 11:32:17 +0100
Subject: [rt-users] RT 3.2.2 and rtf file atachement
Message-ID: <41256F2E.0039E0ED.00@notes.edt.fr>



When we add a rtf file in atachement, (text/richtext) the file is shown as text
in ticket.
That's not very nice.

Is there any way to avoid this ?

Nicolas




From neville_hobson at mentorg.com  Fri Oct 15 05:35:00 2004
From: neville_hobson at mentorg.com (Hobson, Neville)
Date: Fri, 15 Oct 2004 10:35:00 +0100
Subject: [rt-users] Attachments get mailed inline base64 encoding
Message-ID: <40A2891842052B40BF0AD6E6A83A9FA04C6C12@svr-gbn-exc-02.mgc.mentorg.com>

If a mail message comes into RT with an attachment it's added to the
ticket history successfully and the attachment shown as a link. However,
when RT sends out that same message to the watcher or cc's the
attachment becomes an inline base64 encoded 'mess of characters'. 
 
Snipet of what happens in the message:
 
------------=_1096621643-2484-2

Content-Type: application/octet-stream; name="MDP.fdl"

Content-Disposition: inline; filename="MDP.fdl"

Content-Transfer-Encoding: base64

PCBGTUYgMS4zID4KCjs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7

Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Cjs7Owo7OzsgICAgIFdPUktYUEVSVCBG

TE9XIERFRklOSVRJT04KOzs7Cjs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7Ozs7

 

 

 

Do I need to change a setting in my RT configuration, my rt-mailgate or
even at the exchange server?
Any suggestions please?
One of the biggest advantages of RT in our situation is this mail
oriented mode of operation.
 
 
Neville
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From vipool.rathod at gsfc.nasa.gov  Fri Oct 15 09:43:05 2004
From: vipool.rathod at gsfc.nasa.gov (Vipool Rathod)
Date: Fri, 15 Oct 2004 09:43:05 -0400 (EDT)
Subject: [rt-users] ShowAttachments error in Approvals
Message-ID: 

Hello All,

Getting a strange error in Approvals.  When one is created (using the 
example in the manual) it shows up just fine with Allow, Deny, and Ignore 
with notes.  However, there is no Submit button.  Also, when I click on the 
ticket/approval, I get a submit button, but under "Tickets which depend on 
this approval:" I get the following:

error:   	Can't call method "Next" on an undefined value at 
/ltp/web/web/rt/share/html/Ticket/Elements/ShowAttachments line 87.

context:
...
83:
84:  	<%INIT>
85:  	my %documents;
86:
87:  	while ( my $attach = $Attachments->Next() ) {
88:  	next unless ($attach->Filename());
89:  	unshift( @{ $documents{ $attach->Filename } }, $attach );
90:  	}
91:
...

code stack: 
/ltp/web/web/rt/share/html/Ticket/Elements/ShowAttachments:87
/ltp/web/web/rt/share/html/Ticket/Elements/ShowSummary:68
/ltp/web/web/rt/share/html/Approvals/Elements/ShowDependency:47
/ltp/web/web/rt/share/html/Approvals/Display.html:40
/ltp/web/web/rt/share/html/autohandler:199

raw error


Anyone run into this before or have any suggestions?

Thanks,
Vip


From rainer at ultra-secure.de  Fri Oct 15 10:21:01 2004
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 15 Oct 2004 16:21:01 +0200
Subject: [rt-users] Request Tracker & Nagios [email / tickets
	/	deduplication]
In-Reply-To: 
References: 
Message-ID: <1097850060.4411.68.camel@linux-mobile.example.net>

Am Do, den 14.10.2004 schrieb Scott Walters um 19:43:
> On Thu, 14 Oct 2004, Rodney Caston wrote:
> 
> > Has anyone every tried to integrate RT and Nagios?
> 
> Not RT and Nagios but RT and BB.
> 
> Lets assume that Nagios and BB provide the same function, monitoring and
> notifications based on events in ones environment.
> 
> > While it's simple enough to get RT to receive the email, and make a
> > ticket for the alert, any additional emails for this alarm will just
> > create new tickets rather then update the existing one
> >
> > Has anyone been able to solve this issue?  Does any documentation exist?
> 
> Not to mention if your system sends recoveries, RT doesn't know how to
> deal with those.

Exactly.
The problem becomes twofold: it would be (IMO) necessary to teach Nagios
about the RT ticket-number it gets, so it can also close a ticket again.
E.g. if some mailserver becomes unavailable for 15 minutes, Nagios can
create a ticket - but would normaly mail-out a ticket number.
Now, Nagios would have to somehow be able to associate this
ticket-number with the specific mailserver and be able to send a
"close-ticket" event in case the server goes up again (which is most
likely).

> I came to the conclusion that *automatically* generating tickets in RT
> from a *proactive* monitoring system is a bad idea (or at least not worth
> the complexity it would involve).  By being proactive you have a certain
> amount of false positives you have to deal with.  Part of being proactive.

Indeed. It's a nice idea, but in reality, one would end-up extending
either Nagios with RT features or vice-versa.
Both only sounds good on the first look.



cheers,
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 jesse at bestpractical.com  Fri Oct 15 11:41:03 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Oct 2004 11:41:03 -0400
Subject: [rt-users] ShowAttachments error in Approvals
In-Reply-To: 
References: 
Message-ID: <9F4D7F34-1EC0-11D9-972C-000A95AE249E@bestpractical.com>

Vip,

	What version of RT are you running?

	Best,
	Jesse
On Oct 15, 2004, at 9:43 AM, Vipool Rathod wrote:

> Hello All,
>
> Getting a strange error in Approvals.  When one is created (using the 
> example in the manual) it shows up just fine with Allow, Deny, and 
> Ignore with notes.  However, there is no Submit button.  Also, when I 
> click on the ticket/approval, I get a submit button, but under 
> "Tickets which depend on this approval:" I get the following:
>
> error:   	Can't call method "Next" on an undefined value at 
> /ltp/web/web/rt/share/html/Ticket/Elements/ShowAttachments line 87.
>
> context:
> ...
> 83:
> 84:  	<%INIT>
> 85:  	my %documents;
> 86:
> 87:  	while ( my $attach = $Attachments->Next() ) {
> 88:  	next unless ($attach->Filename());
> 89:  	unshift( @{ $documents{ $attach->Filename } }, $attach );
> 90:  	}
> 91:
> ...
>
> code stack: 
> /ltp/web/web/rt/share/html/Ticket/Elements/ShowAttachments:87
> /ltp/web/web/rt/share/html/Ticket/Elements/ShowSummary:68
> /ltp/web/web/rt/share/html/Approvals/Elements/ShowDependency:47
> /ltp/web/web/rt/share/html/Approvals/Display.html:40
> /ltp/web/web/rt/share/html/autohandler:199
>
> raw error
>
>
> Anyone run into this before or have any suggestions?
>
> Thanks,
> Vip
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>



From Vipool.Rathod at gsfc.nasa.gov  Fri Oct 15 11:46:14 2004
From: Vipool.Rathod at gsfc.nasa.gov (Vipool Rathod)
Date: Fri, 15 Oct 2004 11:46:14 -0400 (EDT)
Subject: [rt-users] ShowAttachments error in Approvals
In-Reply-To: <9F4D7F34-1EC0-11D9-972C-000A95AE249E@bestpractical.com>
References: 
	<9F4D7F34-1EC0-11D9-972C-000A95AE249E@bestpractical.com>
Message-ID: 


I'm at version 3.2.2.  I was at 3.2.1 when I encountered the error.  I just 
upgraded last night to see if it was fixed.  Unfortunately, the error still 
happens.  Here's my approval template:

===Create-Ticket: approval
Subject: PR Approval: {$Tickets{"TOP"}->Id} - {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: pr
Type: Approval
Content: Your approval is requested for the purchase request 
{$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}
ENDOFCONTENT


On Fri, 15 Oct 2004, Jesse Vincent wrote:

> Vip,
>
> 	What version of RT are you running?
>
> 	Best,
> 	Jesse
> On Oct 15, 2004, at 9:43 AM, Vipool Rathod wrote:
>
>> Hello All,
>> 
>> Getting a strange error in Approvals.  When one is created (using the 
>> example in the manual) it shows up just fine with Allow, Deny, and Ignore 
>> with notes.  However, there is no Submit button.  Also, when I click on the 
>> ticket/approval, I get a submit button, but under "Tickets which depend on 
>> this approval:" I get the following:
>> 
>> error:   	Can't call method "Next" on an undefined value at 
>> /ltp/web/web/rt/share/html/Ticket/Elements/ShowAttachments line 87.
>> 
>> context:
>> ...
>> 83:
>> 84:  	<%INIT>
>> 85:  	my %documents;
>> 86:
>> 87:  	while ( my $attach = $Attachments->Next() ) {
>> 88:  	next unless ($attach->Filename());
>> 89:  	unshift( @{ $documents{ $attach->Filename } }, $attach );
>> 90:  	}
>> 91:
>> ...
>> 
>> code stack: /ltp/web/web/rt/share/html/Ticket/Elements/ShowAttachments:87
>> /ltp/web/web/rt/share/html/Ticket/Elements/ShowSummary:68
>> /ltp/web/web/rt/share/html/Approvals/Elements/ShowDependency:47
>> /ltp/web/web/rt/share/html/Approvals/Display.html:40
>> /ltp/web/web/rt/share/html/autohandler:199
>> 
>> raw error
>> 
>> 
>> Anyone run into this before or have any suggestions?
>> 
>> Thanks,
>> Vip
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>> 
>

-- 
Vipool Rathod - Unix System Administrator
Science Systems & Applications, Inc. - http://www.ssaihq.com
Laboratory for Terrestrial Physics Computing Facility
  http://ltpwww.gsfc.nasa.gov/ltp/ltpcf.html
tel:301.614.6258
fax:301.614.6015
mailto:Vipool.Rathod at gsfc.nasa.gov


From bam at miranda.org  Fri Oct 15 11:43:00 2004
From: bam at miranda.org (Bret Martin)
Date: Fri, 15 Oct 2004 11:43:00 -0400
Subject: [rt-users] History not displayed when visiting merged ticket
Message-ID: <24046.1097854980@anasazi.miranda.org>

RT 3.2.1: when I visit a merged ticket number, the metadata is
displayed, but no history.  I have to visit the ticket into which the
ticket was merged to see the merged history for the two tickets.  For 
example:

- Merge ticket #264 into #205

- Type "264" into the search box: only metadata is displayed, no history

- Type "205" into the search box: metadata and history are both displayed

Is this the intended behavior?

Thanks,

--Bret




From jesse at bestpractical.com  Fri Oct 15 11:50:46 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Oct 2004 11:50:46 -0400
Subject: [rt-users] History not displayed when visiting merged ticket
In-Reply-To: <24046.1097854980@anasazi.miranda.org>
References: <24046.1097854980@anasazi.miranda.org>
Message-ID: <20041015155046.GG31099@pallas.eruditorum.org>




On Fri, Oct 15, 2004 at 11:43:00AM -0400, Bret Martin wrote:
> RT 3.2.1: when I visit a merged ticket number, the metadata is
> displayed, but no history.  I have to visit the ticket into which the
> ticket was merged to see the merged history for the two tickets.  For 
> example:
> 
> - Merge ticket #264 into #205
> 
> - Type "264" into the search box: only metadata is displayed, no history


That's not right. That's a bug.  Can you poke a bit more and see if you
can find out what's going on?

> 


From bam at miranda.org  Fri Oct 15 12:03:03 2004
From: bam at miranda.org (Bret Martin)
Date: Fri, 15 Oct 2004 12:03:03 -0400
Subject: [rt-users] History not displayed when visiting merged ticket 
In-Reply-To: Message from Jesse Vincent  
	of "Fri, 15 Oct 2004 11:50:46 -0400."
	<20041015155046.GG31099@pallas.eruditorum.org> 
Message-ID: <24460.1097856183@anasazi.miranda.org>

On Fri, 15 Oct 2004 11:50:46 EDT Jesse Vincent wrote:
> On Fri, Oct 15, 2004 at 11:43:00AM -0400, Bret Martin wrote:
> > RT 3.2.1: when I visit a merged ticket number, the metadata is
> > displayed, but no history.  I have to visit the ticket into which the
> > ticket was merged to see the merged history for the two tickets.  For 
> > example:
> > 
> > - Merge ticket #264 into #205
> > 
> > - Type "264" into the search box: only metadata is displayed, no history
> 
> That's not right. That's a bug.  Can you poke a bit more and see if you
> can find out what's going on?

Attached is a query log from me viewing #264.

It looks to me like the SELECTs for Attachments and Transactions are 
using "EffectiveId" 264, instead of 205.  I assume EffectiveId is 
really supposed to refer to the "master" ticket?

--Bret

-------------- next part --------------
041015 11:59:42	   3676 Query       SELECT  * FROM Users WHERE Name = 'RT_System'
		   3676 Query       SELECT  * FROM Users WHERE Name = 'Nobody'
		   3676 Query       SELECT GET_LOCK('Apache-Session-17e06cc4113893071a8bc73be37cc0d9', 3600)
		   3676 Query       SELECT a_session FROM sessions WHERE id = '17e06cc4113893071a8bc73be37cc0d9'
		   3676 Query       SELECT  * FROM Users WHERE id = '22'
		   3676 Query       SELECT  * FROM Groups WHERE Type = 'Privileged' AND Domain = 'SystemInternal'
		   3676 Query       SELECT  * FROM Principals WHERE PrincipalType = 'User' AND ObjectId = '22'
		   3676 Query       SELECT  * FROM GroupMembers WHERE GroupId = '4' AND MemberId = '22'
		   3676 Query       SELECT  * FROM Tickets WHERE id = '264'
		   3676 Query       SELECT  * FROM Queues WHERE id = '1'
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '264') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '264') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 264)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT  * FROM Tickets WHERE id = '205'
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicketComments') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '264') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicketComments') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '264') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 264)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ModifyTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '264') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ModifyTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '264') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 264)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'OwnTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '264') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'OwnTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '264') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 264)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT  * FROM Users WHERE id = '29'
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT main.* FROM CustomFields main   WHERE ((main.Disabled = '0')) AND ((main.Queue = '1')OR(main.Queue = '0')) ORDER BY main.SortOrder ASC
		   3676 Query       SELECT main.* FROM CustomFields main   WHERE ((main.Disabled = '0')) AND ((main.Queue = '1')OR(main.Queue = '0')) ORDER BY main.SortOrder ASC
		   3676 Query       SELECT main.* FROM TicketCustomFieldValues main   WHERE ((main.CustomField = '1')) AND ((main.Ticket = '205')) ORDER BY main.id ASC
		   3676 Query       SELECT  * FROM Groups WHERE Type = 'Requestor' AND Instance = '205' AND Domain = 'RT::Ticket-Role'
		   3676 Query       SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2  WHERE ((CachedGroupMembers_2.GroupId = '943')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND ((main.id = Principals_1.id)) ORDER BY main.Name ASC
		   3676 Query       SELECT DISTINCT main.* FROM GroupMembers main , Principals Principals_1  WHERE ((Principals_1.PrincipalType = 'Group')) AND ((main.GroupId = 943)) AND ((main.MemberId = Principals_1.id))
		   3676 Query       SELECT  * FROM Groups WHERE Type = 'Cc' AND Instance = '205' AND Domain = 'RT::Ticket-Role'
		   3676 Query       SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2  WHERE ((CachedGroupMembers_2.GroupId = '945')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND ((main.id = Principals_1.id)) ORDER BY main.Name ASC
		   3676 Query       SELECT DISTINCT main.* FROM GroupMembers main , Principals Principals_1  WHERE ((Principals_1.PrincipalType = 'Group')) AND ((main.GroupId = 945)) AND ((main.MemberId = Principals_1.id))
		   3676 Query       SELECT  * FROM Groups WHERE Type = 'AdminCc' AND Instance = '205' AND Domain = 'RT::Ticket-Role'
		   3676 Query       SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2  WHERE ((CachedGroupMembers_2.GroupId = '946')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND ((main.id = Principals_1.id)) ORDER BY main.Name ASC
		   3676 Query       SELECT DISTINCT main.* FROM GroupMembers main , Principals Principals_1  WHERE ((Principals_1.PrincipalType = 'Group')) AND ((main.GroupId = 946)) AND ((main.MemberId = Principals_1.id))
		   3676 Query       SELECT  * FROM Users WHERE id = '637'
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '205') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '205') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 205)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT main.* FROM Tickets main   WHERE ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.EffectiveId = '205') ) )
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT main.* FROM Links main   WHERE ((main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/264')) AND ((main.Type = 'DependsOn')) ORDER BY main.Target ASC
		   3676 Query       SELECT main.* FROM Tickets main   WHERE ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.EffectiveId = '205') ) )
		   3676 Query       SELECT main.* FROM Links main   WHERE ((main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/264')) AND ((main.Type = 'DependsOn')) ORDER BY main.Base ASC
		   3676 Query       SELECT main.* FROM Tickets main   WHERE ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.EffectiveId = '205') ) )
		   3676 Query       SELECT main.* FROM Links main   WHERE ((main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/264')) AND ((main.Type = 'MemberOf')) ORDER BY main.Target ASC
		   3676 Query       SELECT main.* FROM Tickets main   WHERE ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.EffectiveId = '205') ) )
		   3676 Query       SELECT count(main.id) FROM Links main   WHERE ((main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/264')) AND ((main.Type = 'MemberOf'))
		   3676 Query       SELECT main.* FROM Tickets main   WHERE ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.EffectiveId = '205') ) )
		   3676 Query       SELECT main.* FROM Links main   WHERE ((main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Base = 'fsck.com-rt://rt.med.harvard.edu/ticket/264')) AND ((main.Type = 'RefersTo')) ORDER BY main.Target ASC
		   3676 Query       SELECT  * FROM Tickets WHERE id = '114'
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '114') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '114') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 114)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT main.* FROM Tickets main   WHERE ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.EffectiveId = '205') ) )
		   3676 Query       SELECT main.* FROM Links main   WHERE ((main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/205')OR(main.Target = 'fsck.com-rt://rt.med.harvard.edu/ticket/264')) AND ((main.Type = 'RefersTo')) ORDER BY main.Base ASC
		   3676 Query       SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.Created AS created FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2  WHERE ((Tickets_2.EffectiveId = '264')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND ((main.TransactionId = Transactions_1.id))
		   3676 Query       SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2  WHERE ((CachedGroupMembers_2.GroupId = '943')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND ((main.id = Principals_1.id)) ORDER BY main.Name ASC
		   3676 Query       SELECT  * FROM Principals WHERE PrincipalType = 'User' AND ObjectId = '1109'
		   3676 Query       SELECT  * FROM GroupMembers WHERE GroupId = '4' AND MemberId = '1109'
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'AdminUsers') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT DISTINCT main.* FROM Tickets main , Groups Groups_1, CachedGroupMembers CachedGroupMembers_2, Users Users_3  WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( (  ( (Users_3.EmailAddress = 'richard_krieg at hms.harvard.edu')AND(Groups_1.Domain = 'RT::Ticket-Role')AND(main.id = Groups_1.Instance)AND(Groups_1.Type = 'Requestor')AND(Groups_1.id = CachedGroupMembers_2.GroupId)AND(CachedGroupMembers_2.MemberId = Users_3.id) )  ) AND ( (main.Status = 'new')OR(main.Status = 'open') ) ) ORDER BY main.Priority DESC LIMIT 10
		   3676 Query       SELECT  * FROM Principals WHERE PrincipalType = 'User' AND ObjectId = '607'
		   3676 Query       SELECT  * FROM GroupMembers WHERE GroupId = '4' AND MemberId = '607'
		   3676 Query       SELECT DISTINCT main.* FROM Tickets main , Groups Groups_1, CachedGroupMembers CachedGroupMembers_2, Users Users_3  WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( (  ( (Users_3.EmailAddress = 'todd_deluca at hms.harvard.edu')AND(Groups_1.Domain = 'RT::Ticket-Role')AND(main.id = Groups_1.Instance)AND(Groups_1.Type = 'Requestor')AND(Groups_1.id = CachedGroupMembers_2.GroupId)AND(CachedGroupMembers_2.MemberId = Users_3.id) )  ) AND ( (main.Status = 'new')OR(main.Status = 'open') ) ) ORDER BY main.Priority DESC LIMIT 10
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '236') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '236') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 236)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '237') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '237') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 237)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '43') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '43') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 43)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '130') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '130') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 130)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '131') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '131') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 131)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '268') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '268') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 268)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '97') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '97') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 97)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '258') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (  ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
		   3676 Query       SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND  Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '22' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '258') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 258)  OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group')  LIMIT 1
		   3676 Query       SELECT DISTINCT main.id AS id, main.Content AS content, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.ContentEncoding AS contentencoding FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2  WHERE ((Tickets_2.EffectiveId = '264')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND ((main.ContentType = 'text/plain')or(main.ContentType LIKE 'message/%')or(main.ContentType = 'text')) AND ((main.TransactionId = Transactions_1.id))
		   3676 Query       SELECT DISTINCT main.* FROM Transactions main , Tickets Tickets_1  WHERE ((Tickets_1.EffectiveId = '264')) AND ((main.Ticket = Tickets_1.id)) ORDER BY main.Created ASC, main.id ASC
		   3676 Query       SELECT RELEASE_LOCK('Apache-Session-17e06cc4113893071a8bc73be37cc0d9')

From drizit at gmail.com  Fri Oct 15 12:01:34 2004
From: drizit at gmail.com (Kent)
Date: Fri, 15 Oct 2004 11:01:34 -0500
Subject: [rt-users] How do I resolve a ticket easily?
In-Reply-To: <20041014163832.GB77936@ns2.wananchi.com>
References: <20041014163832.GB77936@ns2.wananchi.com>
Message-ID: 

On Thu, 14 Oct 2004 19:38:32 +0300, Odhiambo Washington
 wrote:
> I have a general problem that I have not managed to address since
> I upgraded to rt-3.x (I am running 3.2.2)
> 
> I have this scrip in a queue:
> 
> On Resolve Notify Requestors with template Resolved
> 
> However, when I click "Resolve" the next window that opens shows:
> 
> Update Type: Comments (Not sent to requesters)
> 
> Down below, it also does NOT say to who the message will be sent
> to.

I would just click Reply instead. That way you see who the message is
going to be sent to and you can change the status to resolved from the
pull down box. I often use that instead of the resolve option so that
I can communication info to the requestor and close the ticket at the
same time.

-Kent


From jesse at bestpractical.com  Fri Oct 15 12:09:01 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Oct 2004 12:09:01 -0400
Subject: [rt-users] History not displayed when visiting merged ticket
In-Reply-To: <24460.1097856183@anasazi.miranda.org>
References: <20041015155046.GG31099@pallas.eruditorum.org>
	<24460.1097856183@anasazi.miranda.org>
Message-ID: <20041015160901.GK31099@pallas.eruditorum.org>



On Fri, Oct 15, 2004 at 12:03:03PM -0400, Bret Martin wrote:
> On Fri, 15 Oct 2004 11:50:46 EDT Jesse Vincent wrote:
> > On Fri, Oct 15, 2004 at 11:43:00AM -0400, Bret Martin wrote:
> > > RT 3.2.1: when I visit a merged ticket number, the metadata is
> > > displayed, but no history.  I have to visit the ticket into which the
> > > ticket was merged to see the merged history for the two tickets.  For 
> > > example:
> > > 
> > > - Merge ticket #264 into #205
> > > 
> > > - Type "264" into the search box: only metadata is displayed, no history
> > 
> > That's not right. That's a bug.  Can you poke a bit more and see if you
> > can find out what's going on?
> 
> Attached is a query log from me viewing #264.
> 
> It looks to me like the SELECTs for Attachments and Transactions are 
> using "EffectiveId" 264, instead of 205.  I assume EffectiveId is 
> really supposed to refer to the "master" ticket?
 
I presume you're running DBIx::SearchBuilder 1.1x.  For kicks could you
downgrade to 1.0.1 and try to replicate this bug?

> --Bret
> 


From joseph85750 at yahoo.com  Fri Oct 15 12:20:42 2004
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Fri, 15 Oct 2004 09:20:42 -0700 (PDT)
Subject: [rt-users] Scrip to Change Requestor for Specific Queue
In-Reply-To: <001b01c4b259$187cc4c0$7164a8c0@netcommplete.lan>
Message-ID: <20041015162042.14216.qmail@web13122.mail.yahoo.com>

I wrote a generic perl script that sits between
sendmail and RT which can be used for filtering, spam
reducing, specific redirecting, etc.  Basically you
point your entry in /etc/aliases to my script rather
than RT.  It checks the content, then decides whether
to drop it or simply pass it to RT.  You could also
easily have a regex in there to change any content
(including requestor) before passing it along to RT.
I have RT 2.0.15, but it should work for any of them.

--- Scott Muller  wrote:

> Hi,
> 
> I need to get RT to change the requestor email
> address
> for every email/ticket received for a specific
> queue. I have
> tried a  number of scrips but cannot get it to work.
> I have had a look at the Wiki and tried some
> examples
> but nothing meets my need. I'm sure it's very simple
> but I just can't get my head around it. Any help or
> pointers to docs would be appreciated. Is it
> necessary
> to delete the current requestor and then add a new
> one ??
> 
> I am running RT 3.2.1
> 
> --
> 
> Scott Muller 
>  
> 
> _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at
> http://wiki.bestpractical.com
> 



		
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From wjs at cs.duke.edu  Fri Oct 15 13:17:40 2004
From: wjs at cs.duke.edu (Joe Shamblin)
Date: Fri, 15 Oct 2004 13:17:40 -0400
Subject: [rt-users] SendEmail.pm line 250
Message-ID: <41700634.5050106@cs.duke.edu>


After a bit of work, I have everything working as expected with rt-3.2.2 
with the exception of email. I have the following in RT_Config.pm:

Set($MailCommand , 'sendmail'); 


# These options are good for most sendmail wrappers and workalikes
#Set($SendmailArguments , "-oi -t");

# These arguments are good for sendmail brand sendmail 8 and newer
Set($SendmailArguments,"-oi -ODeliveryMode=b -OErrorMode=m"); 


I get the following errors:

Fri Oct 15 17:10:11 2004] [info]: 
 #13/151 - Scrip 5 
(/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
[Fri Oct 15 17:10:12 2004] [crit]: 
Could not send mail. -No 
such file or directory at /usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm 
line 250.

Stack:
   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:250]
   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:102]
   [/usr/pkg/rt-3.2.2/lib/RT/ScripAction_Overlay.pm:225]
   [/usr/pkg/rt-3.2.2/lib/RT/Scrip_Overlay.pm:497]
   [/usr/pkg/rt-3.2.2/lib/RT/Scrips_Overlay.pm:188]
   [/usr/pkg/rt-3.2.2/lib/RT/Transaction_Overlay.pm:154]
   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:3707]
   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2527]
   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2460]
   [/usr/pkg/rt-3.2.2/lib/RT/Interface/Web.pm:432]
   [/usr/pkg/rt-3.2.2/share/html/Ticket/Display.html:133]
   [/usr/pkg/rt-3.2.2/share/html/Ticket/Update.html:200]
   [/usr/pkg/rt-3.2.2/share/html/autohandler:221]
  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:255)
[Fri Oct 15 17:10:12 2004] [info]: 
 sent To:  Cc:  Bcc: 
lab, user1 at cs.duke.edu (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:291)
[Fri Oct 15 17:10:12 2004] [info]: 
 #13/151 - Scrip 6 
(/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
[Fri Oct 15 17:10:12 2004] [crit]: 
Could not send mail. -No 
such file or directory at /usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm 
line 250.

Stack:
   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:250]
   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:102]
   [/usr/pkg/rt-3.2.2/lib/RT/ScripAction_Overlay.pm:225]
   [/usr/pkg/rt-3.2.2/lib/RT/Scrip_Overlay.pm:497]
   [/usr/pkg/rt-3.2.2/lib/RT/Scrips_Overlay.pm:188]
   [/usr/pkg/rt-3.2.2/lib/RT/Transaction_Overlay.pm:154]
   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:3707]
   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2527]
   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2460]
   [/usr/pkg/rt-3.2.2/lib/RT/Interface/Web.pm:432]
   [/usr/pkg/rt-3.2.2/share/html/Ticket/Display.html:133]
   [/usr/pkg/rt-3.2.2/share/html/Ticket/Update.html:200]
   [/usr/pkg/rt-3.2.2/share/html/autohandler:221]
  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:255)
[Fri Oct 15 17:10:12 2004] [info]: 
 sent To: 
user2 at cs.duke.edu Cc:  Bcc: 
(/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:291)
[Fri Oct 15 17:10:12 2004] [info]: 
 #13/151 - Scrip 7 
(/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
[Fri Oct 15 17:10:12 2004] [info]: 
 No recipients found. 
Not sending.
  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:243)

I get this error even if I comment out the line 250, and make an 
explicit call to send:

  open( MAIL, "| /usr/lib/sendmail -oi -t -ODeliveryMode=b 
-OErrorMode=m" ) || warn $!;
  #           open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" ) 
|| die $!;

I have added watchers to the queue, and it does seem to want to send the 
mail. This is a solaris box running solaris 9, with perl 5.8.5.

Thanks,

Joe
-- 
Joe Shamblin					wjs at cs.duke.edu
Senior Systems Administrator		Department of Computer Science
(919) 660-6582					Duke University


From jesse at bestpractical.com  Fri Oct 15 13:30:20 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Oct 2004 13:30:20 -0400
Subject: [rt-users] SendEmail.pm line 250
In-Reply-To: <41700634.5050106@cs.duke.edu>
References: <41700634.5050106@cs.duke.edu>
Message-ID: <20041015173020.GR31099@pallas.eruditorum.org>




On Fri, Oct 15, 2004 at 01:17:40PM -0400, Joe Shamblin wrote:
> 
> After a bit of work, I have everything working as expected with rt-3.2.2 
> with the exception of email. I have the following in RT_Config.pm:
> 
> Set($MailCommand , 'sendmail'); 

So. Um. What's your $SendmailPath set to?

> 
> # These options are good for most sendmail wrappers and workalikes
> #Set($SendmailArguments , "-oi -t");
> 
> # These arguments are good for sendmail brand sendmail 8 and newer
> Set($SendmailArguments,"-oi -ODeliveryMode=b -OErrorMode=m"); 
> 
> 
> I get the following errors:
> 
> Fri Oct 15 17:10:11 2004] [info]: 
>  #13/151 - Scrip 5 
> (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
> [Fri Oct 15 17:10:12 2004] [crit]: 
> Could not send mail. -No 
> such file or directory at /usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm 
> line 250.
> 
> Stack:
>   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:250]
>   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:102]
>   [/usr/pkg/rt-3.2.2/lib/RT/ScripAction_Overlay.pm:225]
>   [/usr/pkg/rt-3.2.2/lib/RT/Scrip_Overlay.pm:497]
>   [/usr/pkg/rt-3.2.2/lib/RT/Scrips_Overlay.pm:188]
>   [/usr/pkg/rt-3.2.2/lib/RT/Transaction_Overlay.pm:154]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:3707]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2527]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2460]
>   [/usr/pkg/rt-3.2.2/lib/RT/Interface/Web.pm:432]
>   [/usr/pkg/rt-3.2.2/share/html/Ticket/Display.html:133]
>   [/usr/pkg/rt-3.2.2/share/html/Ticket/Update.html:200]
>   [/usr/pkg/rt-3.2.2/share/html/autohandler:221]
>  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:255)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  sent To:  Cc:  Bcc: 
> lab, user1 at cs.duke.edu (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:291)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  #13/151 - Scrip 6 
> (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
> [Fri Oct 15 17:10:12 2004] [crit]: 
> Could not send mail. -No 
> such file or directory at /usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm 
> line 250.
> 
> Stack:
>   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:250]
>   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:102]
>   [/usr/pkg/rt-3.2.2/lib/RT/ScripAction_Overlay.pm:225]
>   [/usr/pkg/rt-3.2.2/lib/RT/Scrip_Overlay.pm:497]
>   [/usr/pkg/rt-3.2.2/lib/RT/Scrips_Overlay.pm:188]
>   [/usr/pkg/rt-3.2.2/lib/RT/Transaction_Overlay.pm:154]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:3707]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2527]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2460]
>   [/usr/pkg/rt-3.2.2/lib/RT/Interface/Web.pm:432]
>   [/usr/pkg/rt-3.2.2/share/html/Ticket/Display.html:133]
>   [/usr/pkg/rt-3.2.2/share/html/Ticket/Update.html:200]
>   [/usr/pkg/rt-3.2.2/share/html/autohandler:221]
>  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:255)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  sent To: 
> user2 at cs.duke.edu Cc:  Bcc: 
> (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:291)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  #13/151 - Scrip 7 
> (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  No recipients found. 
> Not sending.
>  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:243)
> 
> I get this error even if I comment out the line 250, and make an 
> explicit call to send:
> 
>  open( MAIL, "| /usr/lib/sendmail -oi -t -ODeliveryMode=b 
> -OErrorMode=m" ) || warn $!;
>  #           open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" ) 
> || die $!;
> 
> I have added watchers to the queue, and it does seem to want to send the 
> mail. This is a solaris box running solaris 9, with perl 5.8.5.
> 
> Thanks,
> 
> Joe
> -- 
> Joe Shamblin					wjs at cs.duke.edu
> Senior Systems Administrator		Department of Computer Science
> (919) 660-6582					Duke University
> _______________________________________________
> 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 Oct 15 13:34:16 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Fri, 15 Oct 2004 21:34:16 +0400
Subject: [rt-users] SendEmail.pm line 250
In-Reply-To: <41700634.5050106@cs.duke.edu>
References: <41700634.5050106@cs.duke.edu>
Message-ID: <41700A18.7010704@acronis.com>

Does user that apache runs under has rights to read & execute sendmail?

Try from shell
sudo -u apache_user /path/to/sendmail

Joe Shamblin wrote:
> 
> After a bit of work, I have everything working as expected with rt-3.2.2 
> with the exception of email. I have the following in RT_Config.pm:
> 
> Set($MailCommand , 'sendmail');
> 
> # These options are good for most sendmail wrappers and workalikes
> #Set($SendmailArguments , "-oi -t");
> 
> # These arguments are good for sendmail brand sendmail 8 and newer
> Set($SendmailArguments,"-oi -ODeliveryMode=b -OErrorMode=m");
> 
> I get the following errors:
> 
> Fri Oct 15 17:10:11 2004] [info]: 
>  #13/151 - Scrip 5 
> (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
> [Fri Oct 15 17:10:12 2004] [crit]: 
> Could not send mail. -No 
> such file or directory at /usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm 
> line 250.
> 
> Stack:
>   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:250]
>   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:102]
>   [/usr/pkg/rt-3.2.2/lib/RT/ScripAction_Overlay.pm:225]
>   [/usr/pkg/rt-3.2.2/lib/RT/Scrip_Overlay.pm:497]
>   [/usr/pkg/rt-3.2.2/lib/RT/Scrips_Overlay.pm:188]
>   [/usr/pkg/rt-3.2.2/lib/RT/Transaction_Overlay.pm:154]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:3707]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2527]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2460]
>   [/usr/pkg/rt-3.2.2/lib/RT/Interface/Web.pm:432]
>   [/usr/pkg/rt-3.2.2/share/html/Ticket/Display.html:133]
>   [/usr/pkg/rt-3.2.2/share/html/Ticket/Update.html:200]
>   [/usr/pkg/rt-3.2.2/share/html/autohandler:221]
>  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:255)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  sent To:  Cc:  Bcc: 
> lab, user1 at cs.duke.edu (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:291)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  #13/151 - Scrip 6 
> (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
> [Fri Oct 15 17:10:12 2004] [crit]: 
> Could not send mail. -No 
> such file or directory at /usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm 
> line 250.
> 
> Stack:
>   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:250]
>   [/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:102]
>   [/usr/pkg/rt-3.2.2/lib/RT/ScripAction_Overlay.pm:225]
>   [/usr/pkg/rt-3.2.2/lib/RT/Scrip_Overlay.pm:497]
>   [/usr/pkg/rt-3.2.2/lib/RT/Scrips_Overlay.pm:188]
>   [/usr/pkg/rt-3.2.2/lib/RT/Transaction_Overlay.pm:154]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:3707]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2527]
>   [/usr/pkg/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2460]
>   [/usr/pkg/rt-3.2.2/lib/RT/Interface/Web.pm:432]
>   [/usr/pkg/rt-3.2.2/share/html/Ticket/Display.html:133]
>   [/usr/pkg/rt-3.2.2/share/html/Ticket/Update.html:200]
>   [/usr/pkg/rt-3.2.2/share/html/autohandler:221]
>  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:255)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  sent To: 
> user2 at cs.duke.edu Cc:  Bcc: 
> (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:291)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  #13/151 - Scrip 7 
> (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:231)
> [Fri Oct 15 17:10:12 2004] [info]: 
>  No recipients found. 
> Not sending.
>  (/usr/pkg/rt-3.2.2/lib/RT/Action/SendEmail.pm:243)
> 
> I get this error even if I comment out the line 250, and make an 
> explicit call to send:
> 
>  open( MAIL, "| /usr/lib/sendmail -oi -t -ODeliveryMode=b -OErrorMode=m" 
> ) || warn $!;
>  #           open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" ) 
> || die $!;
> 
> I have added watchers to the queue, and it does seem to want to send the 
> mail. This is a solaris box running solaris 9, with perl 5.8.5.
> 
> Thanks,
> 
> Joe



From ed_santora at harvard.edu  Fri Oct 15 14:23:41 2004
From: ed_santora at harvard.edu (Ed Santora)
Date: Fri, 15 Oct 2004 14:23:41 -0400
Subject: [rt-users] move RT queue
Message-ID: 

Hello:

I have a single RT 3.0.x installation that I would like to break into 
separate installations. Has anyone been able to move a single queue from 
installation to another? Thanks!

-Ed

Ed Santora, System Administrator
Harvard University, Academic Computing
Division of Continuing Education


From wjs at cs.duke.edu  Fri Oct 15 14:51:13 2004
From: wjs at cs.duke.edu (Joe Shamblin)
Date: Fri, 15 Oct 2004 14:51:13 -0400
Subject: [rt-users] SendEmail.pm line 250
In-Reply-To: <20041015173020.GR31099@pallas.eruditorum.org>
References: <41700634.5050106@cs.duke.edu>
	<20041015173020.GR31099@pallas.eruditorum.org>
Message-ID: <41701C21.7000305@cs.duke.edu>

Jesse Vincent wrote:
> 
> 
> On Fri, Oct 15, 2004 at 01:17:40PM -0400, Joe Shamblin wrote:
> 
>>After a bit of work, I have everything working as expected with rt-3.2.2 
>>with the exception of email. I have the following in RT_Config.pm:
>>
>>Set($MailCommand , 'sendmail'); 
> 
> 
> So. Um. What's your $SendmailPath set to?

Set($SendmailPath , "/usr/lib/sendmail");

 > Try from shell
 > sudo -u apache_user /path/to/sendmail

That works just fine.

Joe
-- 
Joe Shamblin					wjs at cs.duke.edu
Senior Systems Administrator		Department of Computer Science
(919) 660-6582					Duke University


From opensource22 at yahoo.com  Fri Oct 15 15:28:56 2004
From: opensource22 at yahoo.com (bill s)
Date: Fri, 15 Oct 2004 12:28:56 -0700 (PDT)
Subject: [rt-users] Suse 9.1 Pro and RT configuration problem. Help!!
Message-ID: <20041015192856.64266.qmail@web53808.mail.yahoo.com>

Hi all,

I installed RT 3.2.2 on Suse 9.1 Pro. (Apache 2.0.49
with fastcgi and mysql). I made the apache user
"wwwrun" a member of "rt" group. I also made
appropriate changes in RT_Siteconfig.pm file.

But, when I try to access "http://localhost", I was
lead to the Apache main page and NOT the RT main page.
At other times, nothing but a "forbidden access" shows
up. When I looked at the Apache error log, I see the 
error messages - pasted at the end of this email (not
in order though).

Now, Apache even stopped working i.e it does not even
start. Error log shows the following message.
*************************************************
[notice] suEXEC mechanism enabled (wrapper:
/usr/sbin/suexec2)
[warn] Init: Session Cache is not configured [hint:
SSLSessionCache]
************************************************* 

I can't seem to figure out what is going on or what I
am doing wrong. Can somebody please help me?

Thanks
Bill

ERROR_LOG messages:
************************************************* 
[warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" has failed to remain
running for 30 seconds given 3 attempts, its restart
interval has been backed off to 600 seconds

************************************************* 
[error] [client 127.0.0.1] client denied by server
configuration: /opt/rt3/bin/mason_handler.fcgi,
referer: http://fsck.com/rtfm/users.html
************************************************* 


		
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From cducharm at direct-alliance.com  Fri Oct 15 15:43:18 2004
From: cducharm at direct-alliance.com (Craig Ducharme)
Date: Fri, 15 Oct 2004 12:43:18 -0700
Subject: [rt-users] RT 3.0.10 Windows - Fetchmail - SIGPIPE thrown from an
Message-ID: <2DA13C2FAC7B48468865DE337A37D62B07D0FE32@mailp1.directalliance.com>

Christain, 

 

I'm running into the same problem with my Windows install.  Were you
able to resolve this problem?

 

Thanks,

Craig


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. 

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From cducharm at direct-alliance.com  Fri Oct 15 16:29:26 2004
From: cducharm at direct-alliance.com (Craig Ducharme)
Date: Fri, 15 Oct 2004 13:29:26 -0700
Subject: [rt-users] RT 3.0.10 Windows - Fetchmail - SIGPIPE thrown from an
Message-ID: <2DA13C2FAC7B48468865DE337A37D62B07D0FF43@mailp1.directalliance.com>

>Hi,
> 
>I have got problems installing RT 3.0.10 for Windows
>(http://p4.elixus.org/dist).
> 
>Everything worked fine except of FETCHMAIL:
> 
>*      Fetching email from an POP3-Account works great,
>*      But the passing to the MDA-Commandline rt-mailgate.in does not
>work, fetchmail shows the following error:
> 
>SIGPIPE thrown from an MDA or a stream socket error
>*      I already replaced the cygwin1.dll with the latest version with
>no better result.
> 
>Has anyone dealt with this kind of problem?
>Any help would be greatly appreciated!
> 
>Thanks in advance,
> 
>Christian
 
Found resolution under post "[rt-users] Rt 3.0.10 Windows Version -
Fetchmail not working"
On Tue Aug 3 07:52:14 EDT 2004
 
Finally I got FETCHMAIL working on the windows plattform:
 
- What is nowhere mentioned is, that the windows installation requires
CYGWIN to be installed. (Fetchmail needs a home-directory...)
- Besides I had to replace the cygwin1.dll with the latest from the
CYGWIN package.
 
With this I got it working, for the directory-separators I used
UNIX-style, i.e. "/".
 
 
Craig
 
 

 

 

 


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.


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From pporter at vicor.com  Fri Oct 15 16:43:39 2004
From: pporter at vicor.com (Paul Porter)
Date: Fri, 15 Oct 2004 13:43:39 -0700
Subject: [rt-users] Custom AutoReply
In-Reply-To: <1097710998.2340.233.camel@diablo>
References: <1097710998.2340.233.camel@diablo>
Message-ID: <1097873018.2344.119.camel@diablo>

Hi,

How can I pull the requestor's username and email address out of the
submitted ticket and use it in the auto-reply? 

Thanks,

Paul



From cwfox at fujitsu.com  Thu Oct 14 20:24:34 2004
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Thu, 14 Oct 2004 14:24:34 -1000
Subject: [rt-users] Cannot get scrip actions to send to CCs.
Message-ID: <20041015002431.11E06168004@hilo.fujitsu.com>

Alle,

	I'm running V3.2.2 and cannot seem to get rt to send to CCs added by
hand. I've setup a global scrip which is:

On Comment Notify Ccs as Comment with template Admin Comment

	I've made sure the CC user has global rights to watch all queues,
but when I add the mailing address to the CC: line on the comments screen
and update, no mail is sent to the user (No recipients found). 
	Here are all the global scrip actions:

On Create Notify AdminCcs with template Admin Correspondence On Correspond
Notify AdminCcs with template Admin Correspondence On Correspond Notify
Requestors and Ccs with template OrigSubj On Correspond Notify Other
Recipients with template OrigSubj On Comment Notify AdminCcs as Comment with
template Admin Comment On Resolve Notify Requestors with template Resolved
On Status Change Notify Owner with template Status Change On Correspond Open
Tickets with template Status Change On Owner Change Notify Owner with
template Transaction On Comment Notify Ccs as Comment with template Admin
Comment 


This queue has four scrip actions according to the logs, but I can only
count three:

On Comment Notify AdminCcs as Comment with template Admin Comment On Comment
Notify Ccs as Comment with template Admin Comment On Transaction Notify
Owner with template Transaction

	Here is the output from rt.log:

[Thu Oct 14 21:16:13 2004] [debug]: About to think about scrips for
transaction45131 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:140)
[Thu Oct 14 21:16:13 2004] [debug]: About to prepare scrips for
transaction45131 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:144)
[Thu Oct 14 21:16:13 2004] [debug]: Found 4 scrips
(/usr/local/rt3/lib/RT/Scrips_Overlay.pm:349)
[Thu Oct 14 21:16:15 2004] [debug]: About to commit scrips for
transaction45131 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:153)
[Thu Oct 14 21:16:15 2004] [info]:
 #10730/45131 -
Scrip 7  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:231)
[Thu Oct 14 21:16:15 2004] [info]:
 No recipients
found. Not sending.
 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Oct 14 21:16:15 2004] [info]:
 #10730/45131 -
Scrip 90 Imported from RT 2.0
(/usr/local/rt3/lib/RT/Action/SendEmail.pm:231)
[Thu Oct 14 21:16:15 2004] [info]:
 No recipients
found. Not sending.
 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Oct 14 21:16:15 2004] [info]:
 #10730/45131 -
Scrip 103  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:231)
[Thu Oct 14 21:16:15 2004] [info]:
 No recipients
found. Not sending.
 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:243)

	Any help would be appreciated.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC. 
E-mail:		cwfox at fujitsu.com 
Phone:		(808) 934-4102 
Pager:		(808) 934-1290
Cell:			(808) 937-5026  







From autrijus at autrijus.org  Fri Oct 15 21:03:00 2004
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sat, 16 Oct 2004 09:03:00 +0800
Subject: [rt-users] RT 3.0.10 Windows - Fetchmail - SIGPIPE thrown from an
In-Reply-To: <2DA13C2FAC7B48468865DE337A37D62B07D0FF43@mailp1.directalliance.com>
References: <2DA13C2FAC7B48468865DE337A37D62B07D0FF43@mailp1.directalliance.com>
Message-ID: <20041016010300.GB52796@aut.dyndns.org>

On Fri, Oct 15, 2004 at 01:29:26PM -0700, Craig Ducharme wrote:
> Found resolution under post "[rt-users] Rt 3.0.10 Windows Version -
> Fetchmail not working"
> On Tue Aug 3 07:52:14 EDT 2004
>  
> Finally I got FETCHMAIL working on the windows plattform:
>  
> - What is nowhere mentioned is, that the windows installation requires
> CYGWIN to be installed. (Fetchmail needs a home-directory...)
> - Besides I had to replace the cygwin1.dll with the latest from the
> CYGWIN package.

This has all been resolved quite a while ago by the 3.0.12 installation
package: http://wiki.bestpractical.com/?WindowsOSInstallGuide

Where did you get the 3.0.10 link?  It should be pointing to 3.0.12 now.

Thanks
/Autrijus/
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From frahm at wohnheime.studentenwerk-hamburg.de  Sat Oct 16 11:48:04 2004
From: frahm at wohnheime.studentenwerk-hamburg.de (Markus Frahm)
Date: Sat, 16 Oct 2004 17:48:04 +0200
Subject: [rt-users] new condition and action scripts
Message-ID: <200410161748.04739.frahm@wohnheime.studentenwerk-hamburg.de>

Hello,
can anybody give me an advice how to make the following scripts (for use with 
rt-crontool):
When the status of a ticket is 'STALLED' AND it has last acted upon 14 days 
ago, then change the status to 'OPEN'. I need a Condition and Action Scipt 
for this.
Many thanks in Advance.

Greetings 
  Markus Frahm


From tim at ccc.de  Sun Oct 17 02:16:12 2004
From: tim at ccc.de (Tim Pritlove)
Date: Sun, 17 Oct 2004 08:16:12 +0200
Subject: [rt-users] Keep RT from autoconversion
In-Reply-To: 
References: <416E9239.7070905@de-punkt.de>
	
Message-ID: <0B57B552-2004-11D9-923F-000A95D7D56A@ccc.de>


On 15.10.2004, at 05:04, Tim Pritlove wrote:

>
> On 14.10.2004, at 16:50, Christopher Kunz wrote:
>
>> Hi,
>>
>> our RT installation seems to automatically convert any incoming mail 
>> from ISO-8859-1 into UTF8 and then back to ISO-8859-1 or something, 
>> effectively breaking all Umlauts that are in the mail.
>
> I experience the same with a 3.0.11 installation. Updating Perl from 
> 5.8.0 to 5.8.5 didn't solve the problem.


I need to give further feedback on this as we have had a mod_perl 
configuration error that kept the fix from working.

So: Updating Perl from 5.8.0 to 5.8.5 DID solve the problem!

Greetings
Tim
------
Tim Pritlove, Discordian Evangelist
 
 
Project Blinkenlights 
------
"Sure it corrupts your files, but look how fast it is!"



From vadud3 at gmail.com  Sun Oct 17 03:59:40 2004
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 17 Oct 2004 03:59:40 -0400
Subject: [rt-users] Uninitialized Value warnings with SearchBuilder
Message-ID: 

Hi All

I am using RT 3.2.2 with DBIx::SearchBuilder 1.11 and I am getting
these logs almost every second. It is not affecting my RT but my
rt.log is filling up with these messages


[Sat Oct 16 09:59:28 2004] [warning]: Use of uninitialized value in
array element at
/usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder.pm line 125.
 (/opt/rt3/lib/RT.pm:269)
[Sat Oct 16 09:59:30 2004] [warning]: Use of uninitialized value in
numeric lt (<) at
/usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder.pm line 372.

Any one else have noticed messages like this? Any workaround of this issue?

Thanks for any response.
-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu


From r at elhames.co.uk  Sun Oct 17 11:46:54 2004
From: r at elhames.co.uk (Raed El - Hames)
Date: Sun, 17 Oct 2004 16:46:54 +0100
Subject: [rt-users] scrip action
References: <10eb01c4b180$a1847800$52c593c3@tiger>
	<20041014020837.GA10762@chaka.net>
Message-ID: <00ef01c4b460$87233c70$52c593c3@tiger>

thanks Todd, I think notify other Recpients mail the CCs list (which not
what I want :(?? if not how do I add the email address I wish to mail??  ..
,
I opted to use  RT-Action-NotifyGroup ..but I would like to know how to use
'Other Recipients'

Thanks once again;

Roy


----- Original Message -----RT-Action-NotifyGroup/

From: "Todd Chapman" 
To: "Raed El - Hames" 
Cc: 
Sent: Thursday, October 14, 2004 3:08 AM
Subject: Re: [rt-users] scrip action


> I believe all you need to do is select 'Other Recipients' and
> in your template start it with:
>
> -----------------------
> To: 
>
> My template text...
>
>
> On Thu, Oct 14, 2004 at 12:59:09AM +0100, Raed El - Hames wrote:
> > Hi there;
> >
> > I wonder if you can help me, I would like to be able to mail a certain
> > recipient which is not a requestor/AdminCC/Owner or any of that under
> > certain conditions ..I know how to do the condition however not sure
what is
> > the code in the action part ..
> >
> > Roy
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT wiki at http://wiki.bestpractical.com



From r at elhames.co.uk  Sun Oct 17 11:52:08 2004
From: r at elhames.co.uk (Raed El - Hames)
Date: Sun, 17 Oct 2004 16:52:08 +0100
Subject: [rt-users] scrip action to run a scrip ..
Message-ID: <00f501c4b461$42044520$52c593c3@tiger>

Hi there;

I need to set an action to excute a perl script (outside of RT space) under
certain conditions .. Is there any way using the global scrips to trigger
that action??

RT-3.2.2
Gentoo
Apache2
mysql
Perl 5.8

Roy



From jesse at bestpractical.com  Sun Oct 17 12:53:49 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 17 Oct 2004 12:53:49 -0400
Subject: [rt-users] Keep RT from autoconversion
In-Reply-To: <0B57B552-2004-11D9-923F-000A95D7D56A@ccc.de>
References: <416E9239.7070905@de-punkt.de>
	
	<0B57B552-2004-11D9-923F-000A95D7D56A@ccc.de>
Message-ID: <1DEFB03C-205D-11D9-972C-000A95AE249E@bestpractical.com>


On Oct 17, 2004, at 2:16 AM, Tim Pritlove wrote:
> On 15.10.2004, at 05:04, Tim Pritlove wrote:
>> On 14.10.2004, at 16:50, Christopher Kunz wrote:
>>> Hi,
>>>
>>> our RT installation seems to automatically convert any incoming mail 
>>> from ISO-8859-1 into UTF8 and then back to ISO-8859-1 or something, 
>>> effectively breaking all Umlauts that are in the mail.
>
> I need to give further feedback on this as we have had a mod_perl 
> configuration error that kept the fix from working.
>
> So: Updating Perl from 5.8.0 to 5.8.5 DID solve the problem!
>

That's good to hear. Thanks for the update, Tim.

	Best,
	Jesse



From rt at chaka.net  Sun Oct 17 17:15:10 2004
From: rt at chaka.net (Todd Chapman)
Date: Sun, 17 Oct 2004 17:15:10 -0400
Subject: [rt-users] scrip action
In-Reply-To: <00ef01c4b460$87233c70$52c593c3@tiger>
References: <10eb01c4b180$a1847800$52c593c3@tiger>
	<20041014020837.GA10762@chaka.net>
	<00ef01c4b460$87233c70$52c593c3@tiger>
Message-ID: <20041017211510.GG10762@chaka.net>

Mail other recipients mails people who are in the To: header
has shown below.

-Todd

On Sun, Oct 17, 2004 at 04:46:54PM +0100, Raed El - Hames wrote:
> thanks Todd, I think notify other Recpients mail the CCs list (which not
> what I want :(?? if not how do I add the email address I wish to mail??  ..
> ,
> I opted to use  RT-Action-NotifyGroup ..but I would like to know how to use
> 'Other Recipients'
> 
> Thanks once again;
> 
> Roy
> 
> 
> ----- Original Message -----RT-Action-NotifyGroup/
> 
> From: "Todd Chapman" 
> To: "Raed El - Hames" 
> Cc: 
> Sent: Thursday, October 14, 2004 3:08 AM
> Subject: Re: [rt-users] scrip action
> 
> 
> > I believe all you need to do is select 'Other Recipients' and
> > in your template start it with:
> >
> > -----------------------
> > To: 
> >
> > My template text...
> >
> >
> > On Thu, Oct 14, 2004 at 12:59:09AM +0100, Raed El - Hames wrote:
> > > Hi there;
> > >
> > > I wonder if you can help me, I would like to be able to mail a certain
> > > recipient which is not a requestor/AdminCC/Owner or any of that under
> > > certain conditions ..I know how to do the condition however not sure
> what is
> > > the code in the action part ..
> > >
> > > Roy
> > >
> > > _______________________________________________
> > > 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  Sun Oct 17 17:16:23 2004
From: rt at chaka.net (Todd Chapman)
Date: Sun, 17 Oct 2004 17:16:23 -0400
Subject: [rt-users] scrip action to run a scrip ..
In-Reply-To: <00f501c4b461$42044520$52c593c3@tiger>
References: <00f501c4b461$42044520$52c593c3@tiger>
Message-ID: <20041017211623.GH10762@chaka.net>

You should be able to use the Perl  'system' function from 
within a scrip.

-Todd

On Sun, Oct 17, 2004 at 04:52:08PM +0100, Raed El - Hames wrote:
> Hi there;
> 
> I need to set an action to excute a perl script (outside of RT space) under
> certain conditions .. Is there any way using the global scrips to trigger
> that action??
> 
> RT-3.2.2
> Gentoo
> Apache2
> mysql
> Perl 5.8
> 
> Roy
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com


From gonzalo at linuxaus.com  Mon Oct 18 00:03:10 2004
From: gonzalo at linuxaus.com (Gonzalo Servat)
Date: Mon, 18 Oct 2004 01:03:10 -0300
Subject: [rt-users] Warning and closing open tickets after 24 hours
Message-ID: <1098072190.10483.17.camel@hades.servat.com.ar>

Hi All,

As per the subject, I'm looking for a RT3 script/condition/whatever that
will email the ticket requestor once their ticket has been inactive/idle
for 24 hours, provided that the last person to reply to it was a RT
staff member. If the last person to reply to it was the requestor, then
obviously the ticket is to remain open as the last person to reply
should be the RT staff member.
Once the requestor has been warned, close their ticket after a further
24 hours if they've not made another post to it.

That's basically the scope of it. Is there such thing? Reason why I need
this is that I have a lot of open tickets in my RT, simply because I'm
too lazy to go and close them all (I just reply to them via e-mail and
often too lazy to log in and close them)

If there isn't such thing, how are other people doing it?

Thanks in advance.

Regards,
Gonzalo



From Brobson at betrusted.com  Mon Oct 18 02:38:12 2004
From: Brobson at betrusted.com (Ben Robson)
Date: Mon, 18 Oct 2004 16:38:12 +1000
Subject: [rt-users] Accessing postgres DB for Excel reports
Message-ID: 

Hi all,
 
I have a manager, one of those pointy haired things, that wants to be
able to do an ODBC query of the postgres db we have running as the
back-end to an RT implementation.  He wants to be able to use Excel so
he can deliver pretty graphs and stuff to the weekly PHB convention
showing how wonderful his team is functioning, and how he deserves more
of the budget than anyone else.
 
Does anyone have any experiences/pointers/documentation/etc... that
might point me in the right direction?
 
By the way, this is a serious question despite the cynicism.
 
 
Thanks,
BenR
 
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From erushany at armdev.am  Mon Oct 18 02:32:31 2004
From: erushany at armdev.am (Eduard Rushanian)
Date: Mon, 18 Oct 2004 11:32:31 +0500
Subject: [rt-users] ShowAttachments error in Approvals
Message-ID: <005701c4b4dc$3f198b60$887da8c0@armdev.am>

Hi,

same error appear in RT version 3.0.11

Apache/1.3.31
mod_perl/1.29
DBIx::SearchBuilder 1.11

Eduard
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From Ruslan.Zakirov at acronis.com  Mon Oct 18 04:06:03 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Mon, 18 Oct 2004 12:06:03 +0400
Subject: [rt-users] Suse 9.1 Pro and RT configuration problem. Help!!
In-Reply-To: <20041015192856.64266.qmail@web53808.mail.yahoo.com>
References: <20041015192856.64266.qmail@web53808.mail.yahoo.com>
Message-ID: <4173796B.1070406@acronis.com>

bill s wrote:
> Hi all,
> 
> I installed RT 3.2.2 on Suse 9.1 Pro. (Apache 2.0.49
> with fastcgi and mysql). I made the apache user
> "wwwrun" a member of "rt" group. I also made
> appropriate changes in RT_Siteconfig.pm file.
> 
> But, when I try to access "http://localhost", I was
> lead to the Apache main page and NOT the RT main page.
> At other times, nothing but a "forbidden access" shows
> up. When I looked at the Apache error log, I see the 
> error messages - pasted at the end of this email (not
> in order though).
> 
> Now, Apache even stopped working i.e it does not even
> start. Error log shows the following message.
> *************************************************
> [notice] suEXEC mechanism enabled (wrapper:
> /usr/sbin/suexec2)
> [warn] Init: Session Cache is not configured [hint:
> SSLSessionCache]
> ************************************************* 
> 
> I can't seem to figure out what is going on or what I
> am doing wrong. Can somebody please help me?
Please, read from start to the end:
http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration

> 
> Thanks
> Bill
> 
> ERROR_LOG messages:
> ************************************************* 
> [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" has failed to remain
> running for 30 seconds given 3 attempts, its restart
> interval has been backed off to 600 seconds
> 
> ************************************************* 
> [error] [client 127.0.0.1] client denied by server
> configuration: /opt/rt3/bin/mason_handler.fcgi,
> referer: http://fsck.com/rtfm/users.html
> ************************************************* 
> 
> 
> 		
> _______________________________
> Do you Yahoo!?
> Declare Yourself - Register online to vote today!
> http://vote.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  Mon Oct 18 04:07:33 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Mon, 18 Oct 2004 12:07:33 +0400
Subject: [rt-users] Custom AutoReply
In-Reply-To: <1097873018.2344.119.camel@diablo>
References: <1097710998.2340.233.camel@diablo>
	<1097873018.2344.119.camel@diablo>
Message-ID: <417379C5.2080304@acronis.com>

Paul Porter wrote:
> Hi,
> 
> How can I pull the requestor's username and email address out of the
> submitted ticket and use it in the auto-reply? 
Try next blocks
{ $TransactionObj->CurrentUser->EmailAddress }
and
{ $TransactionObj->CurrentUser->Name }


> 
> Thanks,
> 
> Paul
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From doublethumb at gmail.com  Mon Oct 18 06:16:19 2004
From: doublethumb at gmail.com (T.K Venu)
Date: Mon, 18 Oct 2004 10:16:19 +0000
Subject: [rt-users] about cc options
Message-ID: <1aa7d45604101803161dd1adef@mail.gmail.com>

hello all
i have configured rt on mandrake10.x
and working fine 
but only problem with cc options is not working.
this is my log file

Oct 18 08:41:55 rt RT: 
#1/28 - Scrip 5  (/opt/rt3/lib/RT/Action/SendEmail.pm:209)
Oct 18 08:41:55 rt RT:  No
recipients found. Not sending. 
(/opt/rt3/lib/RT/Action/SendEmail.pm:221)
Oct 18 08:41:55 rt RT: 
#1/28 - Scrip 6  (/opt/rt3/lib/RT/Action/SendEmail.pm:209)
Oct 18 08:41:55 rt RT:
Could not send mail. -No
such file or directory at /opt/rt3/lib/RT/Action/SendEmail.pm line
228.  Stack:   [/opt/rt3/lib/RT/Action/SendEmail.pm:228]  
[/opt/rt3/lib/RT/Action/SendEmail.pm:80]  
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:203]  
[/opt/rt3/lib/RT/Scrip_Overlay.pm:440]  
[/opt/rt3/lib/RT/Scrips_Overlay.pm:166]  
[/opt/rt3/lib/RT/Transaction_Overlay.pm:132]  
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3677]  
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2504]  
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2437]  
[/opt/rt3/lib/RT/Interface/Web.pm:410]  
[/opt/rt3/share/html/Ticket/Display.html:108]  
[/opt/rt3/share/html/Ticket/Update.html:178]  
[/opt/rt3/share/html/autohandler:199] 
(/opt/rt3/lib/RT/Action/SendEmail.pm:233)
Oct 18 08:41:55 rt RT: About to think about scrips for transaction29
Oct 18 08:41:55 rt RT: 
sent To:  Cc: venu at ueltv.org Bcc: 
(/opt/rt3/lib/RT/Action/SendEmail.pm:269)

how can i solve the problem

venu


From Ruslan.Zakirov at acronis.com  Mon Oct 18 06:28:28 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Mon, 18 Oct 2004 14:28:28 +0400
Subject: [rt-users] about cc options
In-Reply-To: <1aa7d45604101803161dd1adef@mail.gmail.com>
References: <1aa7d45604101803161dd1adef@mail.gmail.com>
Message-ID: <41739ACC.9030100@acronis.com>

You didn't configure properly $RT::SendmailPath option in your RT config.

PS: You didn't specify version of RT at least.

T.K Venu wrote:
> hello all
> i have configured rt on mandrake10.x
> and working fine 
> but only problem with cc options is not working.
> this is my log file
> 
> Oct 18 08:41:55 rt RT: 
> #1/28 - Scrip 5  (/opt/rt3/lib/RT/Action/SendEmail.pm:209)
> Oct 18 08:41:55 rt RT:  No
> recipients found. Not sending. 
> (/opt/rt3/lib/RT/Action/SendEmail.pm:221)
> Oct 18 08:41:55 rt RT: 
> #1/28 - Scrip 6  (/opt/rt3/lib/RT/Action/SendEmail.pm:209)
> Oct 18 08:41:55 rt RT:
> Could not send mail. -No
> such file or directory at /opt/rt3/lib/RT/Action/SendEmail.pm line
> 228.  Stack:   [/opt/rt3/lib/RT/Action/SendEmail.pm:228]  
> [/opt/rt3/lib/RT/Action/SendEmail.pm:80]  
> [/opt/rt3/lib/RT/ScripAction_Overlay.pm:203]  
> [/opt/rt3/lib/RT/Scrip_Overlay.pm:440]  
> [/opt/rt3/lib/RT/Scrips_Overlay.pm:166]  
> [/opt/rt3/lib/RT/Transaction_Overlay.pm:132]  
> [/opt/rt3/lib/RT/Ticket_Overlay.pm:3677]  
> [/opt/rt3/lib/RT/Ticket_Overlay.pm:2504]  
> [/opt/rt3/lib/RT/Ticket_Overlay.pm:2437]  
> [/opt/rt3/lib/RT/Interface/Web.pm:410]  
> [/opt/rt3/share/html/Ticket/Display.html:108]  
> [/opt/rt3/share/html/Ticket/Update.html:178]  
> [/opt/rt3/share/html/autohandler:199] 
> (/opt/rt3/lib/RT/Action/SendEmail.pm:233)
> Oct 18 08:41:55 rt RT: About to think about scrips for transaction29
> Oct 18 08:41:55 rt RT: 
> sent To:  Cc: venu at ueltv.org Bcc: 
> (/opt/rt3/lib/RT/Action/SendEmail.pm:269)
> 
> how can i solve the problem
> 
> venu
> _______________________________________________
> 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  Mon Oct 18 07:18:34 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Mon, 18 Oct 2004 15:18:34 +0400
Subject: [rt-users] about cc options
In-Reply-To: <1aa7d4560410180341763f6043@mail.gmail.com>
References: <1aa7d45604101803161dd1adef@mail.gmail.com>	
	<41739ACC.9030100@acronis.com>
	<1aa7d4560410180341763f6043@mail.gmail.com>
Message-ID: <4173A68A.9050003@acronis.com>

T.K Venu wrote:
> hi Ruslan
> 
> Thanks for giving reply
> 
> 
> we r using RT 3.2.1
> 
> we have postfix server in another machine.how to redirect  RT CC
> option to the  mailserver
> and how can i configure $RT::SendmailPath option in my RT config.(can
> u plz define it)
Did you see RT_Config.pm and RT_SiteConfig.pm files?
RT_Config.pm - is default config with comments about each option. You 
can override each option in RT_SiteConfig.pm file.

For example we have:
Set($MailCommand , 'sendmail');
Set($SendmailArguments , '-oi -t -fbounce-return at ourdomain.com');
All other options are default.

You need some MTA locally. As you can see we use sendmail to transfer 
mails further.

						Best regards. Ruslan.


> 
> venu.
> 
> 
> Can i install postfi
> On Mon, 18 Oct 2004 14:28:28 +0400, Ruslan U. Zakirov
>  wrote:
> 
>>You didn't configure properly $RT::SendmailPath option in your RT config.
>>
>>PS: You didn't specify version of RT at least.
>>
>>
>>
>>T.K Venu wrote:
>>
>>>hello all
>>>i have configured rt on mandrake10.x
>>>and working fine
>>>but only problem with cc options is not working.
>>>this is my log file
>>>
>>>Oct 18 08:41:55 rt RT: 
>>>#1/28 - Scrip 5  (/opt/rt3/lib/RT/Action/SendEmail.pm:209)
>>>Oct 18 08:41:55 rt RT:  No
>>>recipients found. Not sending.
>>>(/opt/rt3/lib/RT/Action/SendEmail.pm:221)
>>>Oct 18 08:41:55 rt RT: 
>>>#1/28 - Scrip 6  (/opt/rt3/lib/RT/Action/SendEmail.pm:209)
>>>Oct 18 08:41:55 rt RT:
>>>Could not send mail. -No
>>>such file or directory at /opt/rt3/lib/RT/Action/SendEmail.pm line
>>>228.  Stack:   [/opt/rt3/lib/RT/Action/SendEmail.pm:228]
>>>[/opt/rt3/lib/RT/Action/SendEmail.pm:80]
>>>[/opt/rt3/lib/RT/ScripAction_Overlay.pm:203]
>>>[/opt/rt3/lib/RT/Scrip_Overlay.pm:440]
>>>[/opt/rt3/lib/RT/Scrips_Overlay.pm:166]
>>>[/opt/rt3/lib/RT/Transaction_Overlay.pm:132]
>>>[/opt/rt3/lib/RT/Ticket_Overlay.pm:3677]
>>>[/opt/rt3/lib/RT/Ticket_Overlay.pm:2504]
>>>[/opt/rt3/lib/RT/Ticket_Overlay.pm:2437]
>>>[/opt/rt3/lib/RT/Interface/Web.pm:410]
>>>[/opt/rt3/share/html/Ticket/Display.html:108]
>>>[/opt/rt3/share/html/Ticket/Update.html:178]
>>>[/opt/rt3/share/html/autohandler:199]
>>>(/opt/rt3/lib/RT/Action/SendEmail.pm:233)
>>>Oct 18 08:41:55 rt RT: About to think about scrips for transaction29
>>>Oct 18 08:41:55 rt RT: 
>>>sent To:  Cc: venu at ueltv.org Bcc:
>>>(/opt/rt3/lib/RT/Action/SendEmail.pm:269)
>>>
>>>how can i solve the problem
>>>
>>>venu
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Be sure to check out the RT wiki at http://wiki.bestpractical.com
>>
>>



From alfredo at intelideas.com  Mon Oct 18 07:01:50 2004
From: alfredo at intelideas.com (Alfredo Sola)
Date: Mon, 18 Oct 2004 13:01:50 +0200
Subject: [rt-users] How does one access the list of users of a given group
	in a scrip?
Message-ID: <4173A29E.6020008@intelideas.com>


	RTFM welcome, if a pointer to the FM comes along :)

	I am still in the task of writing a scrip to assign a ticket to a 
random member of a group. Found a couple good ideas in one from Craig 
Schenk published in the list last March. Yet, his scrip draws from the 
AdminCCs, and I want to draw from a regular user-defined group.

	Many thanks,

-- 
Alfredo Sola
ASP5-RIPE


From Ruslan.Zakirov at acronis.com  Mon Oct 18 07:33:38 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Mon, 18 Oct 2004 15:33:38 +0400
Subject: [rt-users] scrip action
In-Reply-To: <20041017211510.GG10762@chaka.net>
References: <10eb01c4b180$a1847800$52c593c3@tiger>	<20041014020837.GA10762@chaka.net>	<00ef01c4b460$87233c70$52c593c3@tiger>
	<20041017211510.GG10762@chaka.net>
Message-ID: <4173AA12.9000505@acronis.com>

Todd Chapman wrote:
> Mail other recipients mails people who are in the To: header
> has shown below.

Todd, are you shure??? Show me code that do it! May be you saw document 
that says it(we should fix such doc).

About 'Otherrecipients':

OtherRecipients do only one thing. RT Web UI pages where you can 
reply/comment on ticket contain two special input boxes 'Cc' and 'Bcc' 
with notes "Sends a [blind] carbon-copy of this update to a 
comma-delimited list of email addresses. Does not change who will 
receive future updates". You can fill this fields. Email addresses in 
this boxes would be 'OtherRecipients'. Unless you have some notification 
scrips that notify 'OtherRecipients' this input boxes are useless.
In terms of header fields it's 'RT-Send-Cc' and 'RT-Send-Bcc', but not 'To'.

Relevant block of code from Action/Notify.pm
     if ( $arg =~ /\bOtherRecipients\b/ ) {
         if ( $self->TransactionObj->Attachments->First ) {
             my @cc_addresses = 
Mail::Address->parse($self->TransactionObj->Attachments->First->GetHeader('RT-Send-Cc'));
             foreach my $addr (@cc_addresses) {
                   push @Cc, $addr->address;
             }
             my @bcc_addresses = 
Mail::Address->parse($self->TransactionObj->Attachments->First->GetHeader('RT-Send-Bcc'));
 
 

             foreach my $addr (@bcc_addresses) {
                   push @Bcc, $addr->address;
             }
 
 

         }
     }

About Todd's suggestion:

Raed, You can use trick that was suggested by Todd, but it works not 
only when RT notifies 'OtherRecipients', but everytime when RT uses that 
template(where you've add such line). How and why it works: 
http://wiki.bestpractical.com/index.cgi?Template

About RT-Action-NotifyGroup

RT-Action-NotifyGroup has several benefits against adding headers via 
template:
1) You can notify RT _groups_
2) You don't hide info in the template
3) It's standalone action that does what it should do


				Best regards. Ruslan.



> 
> -Todd
> 
> On Sun, Oct 17, 2004 at 04:46:54PM +0100, Raed El - Hames wrote:
> 
>>thanks Todd, I think notify other Recpients mail the CCs list (which not
>>what I want :(?? if not how do I add the email address I wish to mail??  ..
>>,
>>I opted to use  RT-Action-NotifyGroup ..but I would like to know how to use
>>'Other Recipients'
>>
>>Thanks once again;
>>
>>Roy
>>
>>
>>----- Original Message -----RT-Action-NotifyGroup/
>>
>>From: "Todd Chapman" 
>>To: "Raed El - Hames" 
>>Cc: 
>>Sent: Thursday, October 14, 2004 3:08 AM
>>Subject: Re: [rt-users] scrip action
>>
>>
>>
>>>I believe all you need to do is select 'Other Recipients' and
>>>in your template start it with:
>>>
>>>-----------------------
>>>To: 
>>>
>>>My template text...
>>>
>>>
>>>On Thu, Oct 14, 2004 at 12:59:09AM +0100, Raed El - Hames wrote:
>>>
>>>>Hi there;
>>>>
>>>>I wonder if you can help me, I would like to be able to mail a certain
>>>>recipient which is not a requestor/AdminCC/Owner or any of that under
>>>>certain conditions ..I know how to do the condition however not sure
>>
>>what is
>>
>>>>the code in the action part ..
>>>>
>>>>Roy
>>>>
>>>>_______________________________________________
>>>>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 Joseph_Micciche at Progressive.com  Mon Oct 18 09:04:30 2004
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Mon, 18 Oct 2004 09:04:30 -0400
Subject: [rt-users] Attachments not sent to owners
Message-ID: 





Sorry for the repost but I didn't get any response. We're using RT3.0.7_01.

A new ticket is created, admin correspondence sent, I go into the ticket do
a Jumbo update and set a few custom fields and assign an owner. The owner
gets notified via global scrip OnOwnerChange Notify Owner with global
Template OwnerChange. The owner gets the email with the text from the
template.

Ownerchange template:

RT-Attach-Message: yes


Subject: New Request Assigned: {$Ticket->Subject}


Greetings,

You have been identified as the owner of request [#{$Ticket->id()}],
"{$Ticket->Subject()}", the text of which appears below.

Please work this request and REPLY to this email with the requested
information or with any questions.

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


{$Ticket->Transactions->First->Content()}

BUT the owner never gets the attachment! This is a real PITA b/c I have to
send every one manually.:( Thanks for any help.

Joe Micciche



From Vipool.Rathod at gsfc.nasa.gov  Mon Oct 18 09:16:59 2004
From: Vipool.Rathod at gsfc.nasa.gov (Vipool Rathod)
Date: Mon, 18 Oct 2004 09:16:59 -0400 (EDT)
Subject: [rt-users] ShowAttachments error in Approvals
In-Reply-To: <005701c4b4dc$3f198b60$887da8c0@armdev.am>
References: <005701c4b4dc$3f198b60$887da8c0@armdev.am>
Message-ID: 


For now, I did a workaround.  I copied 
~rt/local/html/Ticket/Elements/ShowAttachments to 
~rt/local/html/Ticket/Elements/ShowAttachments and put an if statement in:

if ( $Attachments ) {
     while ( my $attach = $Attachments->Next() ) {
         next unless ($attach->Filename());
         unshift( @{ $documents{ $attach->Filename } }, $attach );
     }
}

It's not pretty, but please let me know if there's a better way.  Also, you 
don't have to make the copy.  I did b/c I'm not sure it will be fixed in 
later versions.  I saw at least 2 other people with the same problem before 
version 3.2.2.

Vip

On Mon, 18 Oct 2004, Eduard Rushanian wrote:

> Hi,
>
> same error appear in RT version 3.0.11
>
> Apache/1.3.31
> mod_perl/1.29
> DBIx::SearchBuilder 1.11
>
> Eduard
>

-- 
Vipool Rathod - Unix System Administrator
Science Systems & Applications, Inc. - http://www.ssaihq.com
Laboratory for Terrestrial Physics Computing Facility
  http://ltpwww.gsfc.nasa.gov/ltp/ltpcf.html
tel:301.614.6258
fax:301.614.6015
mailto:Vipool.Rathod at gsfc.nasa.gov


From sven.sternberger at desy.de  Mon Oct 18 09:50:14 2004
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Mon, 18 Oct 2004 15:50:14 +0200
Subject: [rt-users] scrip action [slightly OT]
In-Reply-To: <4173AA12.9000505@acronis.com>
References: <10eb01c4b180$a1847800$52c593c3@tiger>	<20041014020837.GA10762@chaka.net>	<00ef01c4b460$87233c70$52c593c3@tiger>	<20041017211510.GG10762@chaka.net>
	<4173AA12.9000505@acronis.com>
Message-ID: <4173CA16.5050601@desy.de>

Hi!

> OtherRecipients do only one thing. RT Web UI pages where you can 
> reply/comment on ticket contain two special input boxes 'Cc' and 'Bcc' 
> with notes "Sends a [blind] carbon-copy of this update to a 
> comma-delimited list of email addresses. Does not change who will 
> receive future updates". You can fill this fields. Email addresses in 
> this boxes would be 'OtherRecipients'. 

This seems to be okay, see RTWIKI 
(http://wiki.bestpractical.com/index.cgi?ManualScrips)


> Unless you have some notification 
> scrips that notify 'OtherRecipients' this input boxes are useless.

So and again to say! They are also useless if you create a ticket because:

On Create Notify Other Recipients with template Correspondence

DONT'T WORK which is very annoying, because this is exactly what our
users think would happen when they enter a email address in CC when they
create a new ticket.

BTW: This works in 2.0.15

best regards!


From rob at hooft.net  Mon Oct 18 09:22:43 2004
From: rob at hooft.net (Rob W.W. Hooft)
Date: Mon, 18 Oct 2004 15:22:43 +0200
Subject: [rt-users] That ticket has unresolved dependencies.
Message-ID: <4173C3A3.5090108@hooft.net>

At some point, our RT server "lost" dependencies between tickets in the 
WWW user interface. This has irritated me, but we have lived with it for 
a few weeks. Now for the first time, this seems to hit us: one of the 
users can not close a ticket because RT reports:

   Results

     * Status: That ticket has unresolved dependencies

But.... in the user interface there are no dependencies whatsoever, the 
relationships box is empty....

We are running a relatively small RT3.0.9 installation (~6000 tickets 
from 2 years) on a debian GNU/Linux system with mysql on myisam tables. 
I am an absolute dummy in mysql management. I just ran myisamchk, it 
complained about all tables that they were usable but needed repair; 
however, the dependency problem did not go away after a repair round.

Where do I look next?

Rob Hooft

-- 
Rob W.W. Hooft  ||  rob at hooft.net  ||  http://www.hooft.net/people/rob/



From Ruslan.Zakirov at acronis.com  Mon Oct 18 10:29:35 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Mon, 18 Oct 2004 18:29:35 +0400
Subject: [rt-users] scrip action [slightly OT]
In-Reply-To: <4173CA16.5050601@desy.de>
References: <10eb01c4b180$a1847800$52c593c3@tiger>	<20041014020837.GA10762@chaka.net>	<00ef01c4b460$87233c70$52c593c3@tiger>	<20041017211510.GG10762@chaka.net>	<4173AA12.9000505@acronis.com>
	<4173CA16.5050601@desy.de>
Message-ID: <4173D34F.9070705@acronis.com>

Sven Sternberger wrote:
> Hi!
> 
>> OtherRecipients do only one thing. RT Web UI pages where you can 
>> reply/comment on ticket contain two special input boxes 'Cc' and 'Bcc' 
>> with notes "Sends a [blind] carbon-copy of this update to a 
>> comma-delimited list of email addresses. Does not change who will 
>> receive future updates". You can fill this fields. Email addresses in 
>> this boxes would be 'OtherRecipients'. 
> 
> 
> This seems to be okay, see RTWIKI 
> (http://wiki.bestpractical.com/index.cgi?ManualScrips)
Scanty amount of info that users want to see there. Don't you want to 
help? (-;

> 
> 
>> Unless you have some notification scrips that notify 'OtherRecipients' 
>> this input boxes are useless.
> 
> 
> So and again to say! They are also useless if you create a ticket because:
You didn't read comments under that boxes on the create page.
"Sends a carbon-copy of this update to a comma-delimited list of email 
addresses. These people _will receive future_ updates." Create page 
allow you to add watchers Cc and AdminCc and it's differ from other 
recipients.

IMHO this comments are really bad and confusing, cause it depends on 
scrip sets would that users be notified or not.

This behaviour is there for ages since 3.0.1 and all flames on this end 
up when users understand how it works. After that they just live with 
it. Send bug reports(patches is better) to rt-bugs@ about this :)

> 
> On Create Notify Other Recipients with template Correspondence
> 
> DONT'T WORK which is very annoying, because this is exactly what our
> users think would happen when they enter a email address in CC when they
> create a new ticket.
Add next scrip if you want:
On Create Notify Cc and AdminCc with template Correspondence

> 
> BTW: This works in 2.0.15
> 
> best regards!


From eichhorn at ponton-consulting.de  Mon Oct 18 10:39:43 2004
From: eichhorn at ponton-consulting.de (=?ISO-8859-1?Q?J=F6rg_Eichhorn?=)
Date: Mon, 18 Oct 2004 16:39:43 +0200
Subject: [rt-users] Duplicate Correspond/Comment entry on reply/resolve
Message-ID: <4173D5AF.3060205@ponton-consulting.de>

Hi all,

i just updated to RT3.2.2 from 3.0.11 - the update works fine, but now i 
  have on issue when resolving tickets or replying to ticket from rt, 
that besides the normal comment/correspond entry a second empty entry is 
added.
This behavior wasn't there before the update.

Any idea how to disable this?


Thanks for help.


J?rg Eichhorn


From rajmen at olemiss.edu  Mon Oct 18 10:42:02 2004
From: rajmen at olemiss.edu (Rajesh Menon)
Date: Mon, 18 Oct 2004 09:42:02 -0500
Subject: [rt-users] Comments on resolve
Message-ID: <1E3986BC622E2E4FA5A67B6ADC49D7AF025AAD@umcal-backup>

Hello All,

 

We are running RT 3.0.10. I would like to setup RT so that when a ticket is
resolved, the comments are mailed to the requestor and to the watchers. I
see an option where a link to the ticket is emailed during resolve. But if
the user opening a ticket doesn't have a login, how can we see the comments?
Does RT already have an option for this or is there a fix for this?

 

I will appreciate any help on this.

 

Raj

 

 

Rajesh Menon

Systems Administrator

311 Powers Hall

662-915-3862

 

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From pmcgraw at aamc.org  Mon Oct 18 11:32:53 2004
From: pmcgraw at aamc.org (Paula McGraw)
Date: Mon, 18 Oct 2004 11:32:53 -0400
Subject: [rt-users] Content search question - RTWin 3.0.12
Message-ID: 

Operational question - It's my understanding that I should be able to
perform a content search from the standard web interface.  My read is
that Ticket - New Search - Content matches text should find tickets
with
content matching my text.  This isn't working in either my development
or production instances.

Have I misunderstood content searching?



From jesse at bestpractical.com  Mon Oct 18 12:57:28 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Oct 2004 12:57:28 -0400
Subject: [rt-users] Duplicate Correspond/Comment entry on reply/resolve
In-Reply-To: <4173D5AF.3060205@ponton-consulting.de>
References: <4173D5AF.3060205@ponton-consulting.de>
Message-ID: <20041018165728.GA17824@pallas.eruditorum.org>




On Mon, Oct 18, 2004 at 04:39:43PM +0200, Jrg Eichhorn wrote:
> Hi all,
> 
> i just updated to RT3.2.2 from 3.0.11 - the update works fine, but now i 
>  have on issue when resolving tickets or replying to ticket from rt, 
> that besides the normal comment/correspond entry a second empty entry is 
> added.
> This behavior wasn't there before the update.
> 
> Any idea how to disable this?

You enable innodb and convert your RT tables to it. RT requires InnoDB.



> 
> Thanks for help.
> 
> 
> J?rg Eichhorn
> _______________________________________________
> 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 Oct 18 13:11:22 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Oct 2004 13:11:22 -0400
Subject: [rt-users] Attachments not sent to owners
In-Reply-To: 
References: 
Message-ID: <20041018171122.GB17824@pallas.eruditorum.org>




On Mon, Oct 18, 2004 at 09:04:30AM -0400, Joseph_Micciche at Progressive.com wrote:
> A new ticket is created, admin correspondence sent, I go into the ticket do
> a Jumbo update and set a few custom fields and assign an owner. The owner
> gets notified via global scrip OnOwnerChange Notify Owner with global
> Template OwnerChange. The owner gets the email with the text from the
> template.
> 
> Ownerchange template:
> 
> RT-Attach-Message: yes

...

> BUT the owner never gets the attachment! This is a real PITA b/c I have to
> send every one manually.:( Thanks for any help.

If you look at the transaction history, you'll see that the comment and
owner change are _different_  transactions. And RT-Attach-Message: will
only attach messages from the current txn.

> 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 fabio.cruz at camara.gov.br  Mon Oct 18 13:07:35 2004
From: fabio.cruz at camara.gov.br (=?iso-8859-1?Q?F=E1bio_S=E9rgio_Cruz?=)
Date: Mon, 18 Oct 2004 14:07:35 -0300
Subject: [rt-users] Muti-value custom field problem after 3.2.2 upgrade
Message-ID: <20041018171238.639BC2F01D2@epicuro.camara.gov.br>

Hi, all,
 
I got this problem:
 
After upgrading RT from 3.0.10 to 3.2.2, the contents of muti-value custom
fields are shown as bound into a single line (no "new line" separation among
the muti-values in a given custom field).
This problem is only noticeable after any change is made to the content of
the custom field.
 
Did I make some mistake during the upgrade process? Or is this a known
problem?
Thanks for any help.
 
Regards,
 
Fabio Cruz
 
 
My setup is:
 
RT 3.2.2 (upgraded from 3.0.10)
RedHat 9.0
MySQL v4.0
Apache 2.04
Perl v5.8.0
mod_perl v1.9907
 


From rt at chaka.net  Mon Oct 18 12:46:46 2004
From: rt at chaka.net (Todd Chapman)
Date: Mon, 18 Oct 2004 12:46:46 -0400
Subject: [rt-users] Muti-value custom field problem after 3.2.2 upgrade
In-Reply-To: <20041018171238.639BC2F01D2@epicuro.camara.gov.br>
References: <20041018171238.639BC2F01D2@epicuro.camara.gov.br>
Message-ID: <20041018164646.GI10762@chaka.net>

This has been fixed in SVN. See my patches:

http://rt3.fsck.com/Ticket/Display.html?id=6165
http://rt3.fsck.com/Ticket/Display.html?id=6166

-Todd

On Mon, Oct 18, 2004 at 02:07:35PM -0300, F?bio S?rgio Cruz wrote:
> Hi, all,
>  
> I got this problem:
>  
> After upgrading RT from 3.0.10 to 3.2.2, the contents of muti-value custom
> fields are shown as bound into a single line (no "new line" separation among
> the muti-values in a given custom field).
> This problem is only noticeable after any change is made to the content of
> the custom field.
>  
> Did I make some mistake during the upgrade process? Or is this a known
> problem?
> Thanks for any help.
>  
> Regards,
>  
> Fabio Cruz
>  
>  
> My setup is:
>  
> RT 3.2.2 (upgraded from 3.0.10)
> RedHat 9.0
> MySQL v4.0
> Apache 2.04
> Perl v5.8.0
> mod_perl v1.9907
>  
> _______________________________________________
> 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  Mon Oct 18 14:03:36 2004
From: paul.williams at uwex.edu (Paul Williams)
Date: Mon, 18 Oct 2004 13:03:36 -0500
Subject: [rt-users] Re: RT-Users Digest, Vol 7, Issue 37
In-Reply-To: <20041014160005.4885984C12E@pallas.eruditorum.org>
Message-ID: <5.2.1.1.2.20041018124610.01cd6e28@imap.uwex.edu>

At 12:00 PM 10/14/2004 -0400, you wrote:
>Date: Wed, 13 Oct 2004 22:20:28 -0400
>From: seph 
>Subject: [rt-users] Re: requesttracker gets lost in Tickets option
>To: Paul Williams 
>Cc: rt-users at lists.bestpractical.com
>Message-ID: 
>Content-Type: text/plain; charset=us-ascii
>
> > I have installed Requesttracker 3.2.2, on a Redhat Linux AS 2.1
> > system.  I am running Apache 1.3.31 (compiled and installed
> > from source), and I am using mod_perl 1.29.
> >
> > I have installed perl-5.8.5 into its own tree at /usr/local/perl5/perl5.8.5
> > (I also modifed /usr/bin/perl to point to that perl).
>
>I believe you'll need to rebuilt mod_perl against that perl install as
>well.
>
>seph

Yes, I had already rebuilt mod_perl using apache and perl-5.8.5.

If I check the apache logs I see that when I click on any
link I see a corresponding entry in the log.  Unless I click on the
Tickets link.  When I click on Tickets, the cpu jumps to near 100%
on one of the httpd processes and I do not see a corresponding
entry for Build.html.  Then I need to restart apache before any link
will work.

For example, the access log shows

If I click on Tools I see
x.x.x.x - - [18/Oct/2004:13:02:32 -0500] "GET /NoAuth/webrt.css HTTP/1.1" 
200 7316
x.x.x.x - - [18/Oct/2004:13:02:32 -0500] "GET /Tools/Offline.html HTTP/1.1" 
200 7618

If I click on Admin, I see
x.x.x.x - - [18/Oct/2004:13:02:37 -0500] "GET /NoAuth/webrt.css HTTP/1.1" 
200 7316
x.x.x.x - - [18/Oct/2004:13:02:37 -0500] "GET /Admin/ HTTP/1.1" 200 6687

But if I click on Tickets, I only see
x.x.x.x - - [18/Oct/2004:13:02:45 -0500] "GET /NoAuth/webrt.css HTTP/1.1" 
200 7316


It appears that the software gets hung up in the Build.html
module.  Is there a way to generate output so one can see where
it might be bogging down?

I have checked over the RT_SiteConfig.pm file a number of times
but haven't found some place where I may have entered the wrong value.

Any help is appreciated.

paulw




From vivek at khera.org  Mon Oct 18 14:12:24 2004
From: vivek at khera.org (Vivek Khera)
Date: Mon, 18 Oct 2004 14:12:24 -0400
Subject: [rt-users] History not displayed when visiting merged ticket
In-Reply-To: <20041015155046.GG31099@pallas.eruditorum.org>
References: <24046.1097854980@anasazi.miranda.org>
	<20041015155046.GG31099@pallas.eruditorum.org>
Message-ID: <434D39EF-2131-11D9-8C4A-000A9578CFCC@khera.org>

we observed this with DBIx::SearchBuilder 1.10.  Upping to 1.11 fixed 
it.

On Oct 15, 2004, at 11:50 AM, Jesse Vincent wrote:

>
>
>
> On Fri, Oct 15, 2004 at 11:43:00AM -0400, Bret Martin wrote:
>> RT 3.2.1: when I visit a merged ticket number, the metadata is
>> displayed, but no history.  I have to visit the ticket into which the
>> ticket was merged to see the merged history for the two tickets.  For
>> example:
>>
>> - Merge ticket #264 into #205
>>
>> - Type "264" into the search box: only metadata is displayed, no 
>> history
>
>
> That's not right. That's a bug.  Can you poke a bit more and see if you
> can find out what's going on?
>
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>
Vivek Khera, Ph.D.
+1-301-869-4449 x806

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From Dave.Hanson at ogs.state.ny.us  Mon Oct 18 13:57:24 2004
From: Dave.Hanson at ogs.state.ny.us (Hanson, Dave)
Date: Mon, 18 Oct 2004 13:57:24 -0400
Subject: [rt-users] help - RTFM - linking articles TO articles 
Message-ID: 

I just installed RTFM and am evaluating some of the features.  Right now I
am snagged on one thing:.

Linking articles to articles:  in response to "Enter Articles or URIs to
link Articles to. Seperate multiple entries with spaces" I enter integers,
but they only seem to refer to tickets, not articles.  What is the secret to
linking an article to another article?
THANKS! 
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From vivek at khera.org  Mon Oct 18 14:15:50 2004
From: vivek at khera.org (Vivek Khera)
Date: Mon, 18 Oct 2004 14:15:50 -0400
Subject: [rt-users] Accessing postgres DB for Excel reports
In-Reply-To: 
References: 
Message-ID: 


On Oct 18, 2004, at 2:38 AM, Ben Robson wrote:

> Does anyone have any experiences/pointers/documentation/etc... that
> might point me in the right direction?
>

What exactly is your issue?  Getting ODBC talking to postgres?  What 
queries to run?  Please elaborate on exactly what your problem is.

You might be best off by defining some views in postgres for your PHB 
to query, so he doesn't have to do any complex query configuration.

Vivek Khera, Ph.D.
+1-301-869-4449 x806

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From vivek at khera.org  Mon Oct 18 14:17:17 2004
From: vivek at khera.org (Vivek Khera)
Date: Mon, 18 Oct 2004 14:17:17 -0400
Subject: [rt-users] Comments on resolve
In-Reply-To: <1E3986BC622E2E4FA5A67B6ADC49D7AF025AAD@umcal-backup>
References: <1E3986BC622E2E4FA5A67B6ADC49D7AF025AAD@umcal-backup>
Message-ID: 


On Oct 18, 2004, at 10:42 AM, Rajesh Menon wrote:

> We are running RT 3.0.10. I would like to setup RT so that when a 
> ticket is
> resolved, the comments are mailed to the requestor and to the 
> watchers. I
> see an option where a link to the ticket is emailed during resolve. 
> But if
>

When you relove the ticket, change the little drop-down menu from 
"comment" to "reply".

Or am I missing something?

Vivek Khera, Ph.D.
+1-301-869-4449 x806

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From bam at miranda.org  Mon Oct 18 14:39:19 2004
From: bam at miranda.org (Bret Martin)
Date: Mon, 18 Oct 2004 14:39:19 -0400
Subject: [rt-users] History not displayed when visiting merged ticket 
In-Reply-To: Message from Vivek Khera  
	of "Mon, 18 Oct 2004 14:12:24 -0400."
	<434D39EF-2131-11D9-8C4A-000A9578CFCC@khera.org> 
Message-ID: <12474.1098124759@anasazi.miranda.org>

On Fri, 15 Oct 2004 11:43:00 EDT Bret Martin wrote:
> RT 3.2.1: when I visit a merged ticket number, the metadata is
> displayed, but no history.  I have to visit the ticket into which the
> ticket was merged to see the merged history for the two tickets.  For 
> example:
[...]

On Fri, 15 Oct 2004 12:09:01 EDT Jesse Vincent wrote:
> I presume you're running DBIx::SearchBuilder 1.1x.  For kicks could you
> downgrade to 1.0.1 and try to replicate this bug?

On Mon, 18 Oct 2004 14:12:24 EDT Vivek Khera wrote:
> we observed this with DBIx::SearchBuilder 1.10.  Upping to 1.11 fixed 
> it.

I can confirm that -- 1.11 fixes it here too.  I was previously running 
1.10.

Jesse, is there still any value to me trying 1.01 out for you?

--Bret




From pporter at vicor.com  Mon Oct 18 14:42:57 2004
From: pporter at vicor.com (Paul Porter)
Date: Mon, 18 Oct 2004 11:42:57 -0700
Subject: [rt-users] Custom AutoReply
In-Reply-To: <417379C5.2080304@acronis.com>
References: <1097710998.2340.233.camel@diablo>
	<1097873018.2344.119.camel@diablo>  <417379C5.2080304@acronis.com>
Message-ID: <1098124977.2338.7.camel@diablo>

Hi Ruslan,

I tried your suggestion and this is the error the email requestor
receieves:

_________________________AUTOREPLY EMAIL________________________________

Hello,

blah blah blah

################
Important Information
################


Your ticket number is: 106
Submitted under username: Program fragment delivered error ``Can't call
method "CurrentUser" on an undefined value at template line 15.

Stack:
  [template:15]
  [/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:384]
  [/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:315]
  [/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:210]
  [/usr/share/request-tracker3/lib/RT/ScripAction_Overlay.pm:199]
  [/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:402]
  [/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:345]
  [/usr/share/request-tracker3/lib/RT/Scrips_Overlay.pm:196]
  [/usr/share/request-tracker3/lib/RT/Transaction_Overlay.pm:118]
  [/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:3810]
  [/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:629]
  [/usr/share/request-tracker3/lib/RT/Interface/Email.pm:669]
  [/usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:31]''

Your contact email address for updates will be:

Program fragment delivered error ``Can't call method "Requestors" on an
undefined value at template line 19.

Stack:
  [template:19]
  [/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:384]
  [/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:315]
  [/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:210]
  [/usr/share/request-tracker3/lib/RT/ScripAction_Overlay.pm:199]
  [/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:402]
  [/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:345]
  [/usr/share/request-tracker3/lib/RT/Scrips_Overlay.pm:196]
  [/usr/share/request-tracker3/lib/RT/Transaction_Overlay.pm:118]
  [/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:3810]
  [/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:629]
  [/usr/share/request-tracker3/lib/RT/Interface/Email.pm:669]
  [/usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:31]''

__________________________END EMAIL___________________________

This is what a portion of my template looks like:



Your ticket number is: {$Ticket->id()}
Submitted under username: { $TransactionObj->CurrentUser->Name }

Your contact email address for updates will be:

{ $TransactionObj->CurrentUser->EmailAddress }

You can access this ticket any time at:
  
    http://xxx.vicor.com/rt/Ticket/Display.htm.?id={$Ticket->id}

(Note: This page requires you to log in with the username you used 
to create the ticket.)

{
*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 .= "

****** NEW USER PASSWORD SETUP *******
*                                    *
* Please use the following username  *
* and password to login to the Vicor *
* IT Department RT System:           *
*                                    *
*       Username: ".$user->Name."    *
*       Password: ".$pass."          *
*                                    *
**************************************
";
}
}

_________________END___________________

Thanks again,

- Paul


On Mon, 2004-10-18 at 01:07, Ruslan U. Zakirov wrote:
> Paul Porter wrote:
> > Hi,
> > 
> > How can I pull the requestor's username and email address out of the
> > submitted ticket and use it in the auto-reply? 
> Try next blocks
> { $TransactionObj->CurrentUser->EmailAddress }
> and
> { $TransactionObj->CurrentUser->Name }
> 
> 
> > 
> > Thanks,
> > 
> > Paul
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT wiki at http://wiki.bestpractical.com
> 



From ekr at rtfm.com  Mon Oct 18 14:46:48 2004
From: ekr at rtfm.com (Eric Rescorla)
Date: Mon, 18 Oct 2004 11:46:48 -0700
Subject: [rt-users] Restricting Ticket Visibility
Message-ID: <20041018190443.ADF5A715A@sierra.rtfm.com>

RT version: 3.0.6

I have an RT installation with a bunch of queues. Call them
A1, A2, A3, ... and B1

Users in Group A have CreateTicket,ReplyTicket,SeeQueue, and ShowTicket
set for queues A1, A2, ...

Users in Group B have CreateTicket,ReplyTicket,SeeQueue, and ShowTicket
set for queue B.

All of the tickets in Queues A* are chronologically before the
tickets in Queue B. 

When a user in A does a search for tickets that would include
tickets in B (e.g. "Status = New") it works fine and he sees the tickets
from queues A* only. 

When a user in B does the same search, he doesn't see anything.
If I add another restriction so that it would only show the tickets
in B, then it works fine.

Does anyone recognize this? Did I bungle something? Is there a known
fix?

Thanks,
-kr






From paul.williams at uwex.edu  Mon Oct 18 14:48:47 2004
From: paul.williams at uwex.edu (Paul Williams)
Date: Mon, 18 Oct 2004 13:48:47 -0500
Subject: [rt-users] Re: requesttracker gets lost in Tickets option
In-Reply-To: <20041018181627.8BFF484C07F@pallas.eruditorum.org>
Message-ID: <5.2.1.1.2.20041018134701.020261c8@imap.uwex.edu>

This is a repost with a corrected Subject line.

At 12:00 PM 10/14/2004 -0400, you wrote:
 >Date: Wed, 13 Oct 2004 22:20:28 -0400
 >From: seph 
 >Subject: [rt-users] Re: requesttracker gets lost in Tickets option
 >To: Paul Williams 
 >Cc: rt-users at lists.bestpractical.com
 >Message-ID: 
 >Content-Type: text/plain; charset=us-ascii
 >
 > > I have installed Requesttracker 3.2.2, on a Redhat Linux AS 2.1
 > > system.  I am running Apache 1.3.31 (compiled and installed
 > > from source), and I am using mod_perl 1.29.
 > >
 > > I have installed perl-5.8.5 into its own tree at 
/usr/local/perl5/perl5.8.5
 > > (I also modifed /usr/bin/perl to point to that perl).
 >
 >I believe you'll need to rebuilt mod_perl against that perl install as
 >well.
 >
 >seph

Yes, I had already rebuilt mod_perl using apache and perl-5.8.5.

If I check the apache logs I see that when I click on any
link I see a corresponding entry in the log.  Unless I click on the
Tickets link.  When I click on Tickets, the cpu jumps to near 100%
on one of the httpd processes and I do not see a corresponding
entry for Build.html.  Then I need to restart apache before any link
will work.

For example, the access log shows

If I click on Tools I see
x.x.x.x - - [18/Oct/2004:13:02:32 -0500] "GET /NoAuth/webrt.css HTTP/1.1"
200 7316
x.x.x.x - - [18/Oct/2004:13:02:32 -0500] "GET /Tools/Offline.html HTTP/1.1"
200 7618

If I click on Admin, I see
x.x.x.x - - [18/Oct/2004:13:02:37 -0500] "GET /NoAuth/webrt.css HTTP/1.1"
200 7316
x.x.x.x - - [18/Oct/2004:13:02:37 -0500] "GET /Admin/ HTTP/1.1" 200 6687

But if I click on Tickets, I only see
x.x.x.x - - [18/Oct/2004:13:02:45 -0500] "GET /NoAuth/webrt.css HTTP/1.1"
200 7316


It appears that the software gets hung up in the Build.html
module.  Is there a way to generate output so one can see where
it might be bogging down?

I have checked over the RT_SiteConfig.pm file a number of times
but haven't found some place where I may have entered the wrong value.

Any help is appreciated.

paulw



From rajmen at olemiss.edu  Mon Oct 18 14:50:04 2004
From: rajmen at olemiss.edu (Rajesh Menon)
Date: Mon, 18 Oct 2004 13:50:04 -0500
Subject: [rt-users] Re: Comments on resolve
Message-ID: <4174105c.347.706f.1119115027@olemiss.edu>

Vivek,

That would mean the resolve will be a two step process. If i
select from the drop-down menu, the ticket will still be
open. I was wondering if there is a way to send the
resolution comments while resolving the call????

Thanks for your response.

Raj



> Send RT-Users mailing list submissions to
>     rt-users at lists.bestpractical.com
>
> To subscribe or unsubscribe via the World Wide Web, visit
>
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help'
> to
>     rt-users-request at lists.bestpractical.com
>
> You can reach the person managing the list at
>     rt-users-owner at lists.bestpractical.com
>
> When replying, please edit your Subject line so it is more
> specific than "Re: Contents of RT-Users digest..."
>
>
> Today's Topics:
>
>    1. Re: Duplicate Correspond/Comment entry on
> reply/resolve
>       (Jesse Vincent)
>    2. Re: Attachments not sent to owners (Jesse Vincent)
>    3. Muti-value custom field problem after 3.2.2 upgrade
>       (F?bio S?rgio Cruz)
>    4. Re: Muti-value custom field problem after 3.2.2
> upgrade
>       (Todd Chapman)
>    5. Re: RT-Users Digest, Vol 7, Issue 37 (Paul Williams)
>    6. Re: History not displayed when visiting merged
> ticket
>       (Vivek Khera)
>    7. help - RTFM - linking articles TO articles  (Hanson,
> Dave)
>    8. Re: Accessing postgres DB for Excel reports (Vivek
> Khera)
>    9. Re: Comments on resolve (Vivek Khera)
>
>
> ----------------------------------------------------------
> ------------
>
> Message: 1
> Date: Mon, 18 Oct 2004 12:57:28 -0400
> From: Jesse Vincent 
> Subject: Re: [rt-users] Duplicate Correspond/Comment entry
> on
>     reply/resolve
> To: rt-users at lists.bestpractical.com
> Cc: rt-users 
> Message-ID: <20041018165728.GA17824 at pallas.eruditorum.org>
> Content-Type: text/plain; charset=utf-8
>
>
>
>
> On Mon, Oct 18, 2004 at 04:39:43PM +0200, Jrg Eichhorn
> > wrote: Hi all,
> >
> > i just updated to RT3.2.2 from 3.0.11 - the update works
> >  fine, but now i  have on issue when resolving tickets
> > or replying to ticket from rt,  that besides the normal
> > comment/correspond entry a second empty entry is  added.
> > This behavior wasn't there before the update.
> >
> > Any idea how to disable this?
>
> You enable innodb and convert your RT tables to it. RT
> requires InnoDB.
>
>
>
> >
> > Thanks for help.
> >
> >
> > J??rg Eichhorn
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT wiki at
> > http://wiki.bestpractical.com
>
> --
>
>
> ------------------------------
>
> Message: 2
> Date: Mon, 18 Oct 2004 13:11:22 -0400
> From: Jesse Vincent 
> Subject: Re: [rt-users] Attachments not sent to owners
> To: Joseph_Micciche at Progressive.com
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <20041018171122.GB17824 at pallas.eruditorum.org>
> Content-Type: text/plain; charset=us-ascii
>
>
>
>
> On Mon, Oct 18, 2004 at 09:04:30AM -0400,
> > Joseph_Micciche at Progressive.com wrote: A new ticket is
> created, admin correspondence sent, I go into the ticket
> > do a Jumbo update and set a few custom fields and assign
> > an owner. The owner gets notified via global scrip
> > OnOwnerChange Notify Owner with global Template
> OwnerChange. The owner gets the email with the text from
> > the template.
> >
> > Ownerchange template:
> >
> > RT-Attach-Message: yes
>
> ...
> ..
>
> > BUT the owner never gets the attachment! This is a real
> > PITA b/c I have to send every one manually.:( Thanks for
> any help.
>
> If you look at the transaction history, you'll see that
> the comment and owner change are _different_
> transactions. And RT-Attach-Message: will only attach
> messages from the current txn.
>
> > 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
>
> --
>
>
> ------------------------------
>
> Message: 3
> Date: Mon, 18 Oct 2004 14:07:35 -0300
> From: F?bio S?rgio Cruz 
> Subject: [rt-users] Muti-value custom field problem after
> 3.2.2
>     upgrade
> To: "'rt-users at lists.bestpractical.com'"
>     
> Cc: Alexandre de Medeiros Ribeiro
> ,
>     Fabiano Tomimatsu 
> Message-ID:
> <20041018171238.639BC2F01D2 at epicuro.camara.gov.br>
> Content-Type: text/plain;    charset="iso-8859-1"
>
> Hi, all,
>
> I got this problem:
>
> After upgrading RT from 3.0.10 to 3.2.2, the contents of
> muti-value custom fields are shown as bound into a single
> line (no "new line" separation among the muti-values in a
> given custom field). This problem is only noticeable after
> any change is made to the content of the custom field.
>
> Did I make some mistake during the upgrade process? Or is
> this a known problem?
> Thanks for any help.
>
> Regards,
>
> Fabio Cruz
>
>
> My setup is:
>
> RT 3.2.2 (upgraded from 3.0.10)
> RedHat 9.0
> MySQL v4.0
> Apache 2.04
> Perl v5.8.0
> mod_perl v1.9907
>
>
>
> ------------------------------
>
> Message: 4
> Date: Mon, 18 Oct 2004 12:46:46 -0400
> From: Todd Chapman 
> Subject: Re: [rt-users] Muti-value custom field problem
> after 3.2.2
>     upgrade
> To: F?bio S?rgio Cruz 
> Cc: Alexandre de Medeiros Ribeiro
> ,
>     "'rt-users at lists.bestpractical.com'"
>     ,    Fabiano
> Tomimatsu
>     
> Message-ID: <20041018164646.GI10762 at chaka.net>
> Content-Type: text/plain; charset=iso-8859-1
>
> This has been fixed in SVN. See my patches:
>
> http://rt3.fsck.com/Ticket/Display.html?id=6165
> http://rt3.fsck.com/Ticket/Display.html?id=6166
>
> -Todd
>
> On Mon, Oct 18, 2004 at 02:07:35PM -0300, F?bio S?rgio
> > Cruz wrote: Hi, all,
> >
> > I got this problem:
> >
> > After upgrading RT from 3.0.10 to 3.2.2, the contents of
> > muti-value custom fields are shown as bound into a
> > single line (no "new line" separation among the
> > muti-values in a given custom field). This problem is
> > only noticeable after any change is made to the content
> >  of the custom field.
> > Did I make some mistake during the upgrade process? Or
> > is this a known problem?
> > Thanks for any help.
> >
> > Regards,
> >
> > Fabio Cruz
> >
> >
> > My setup is:
> >
> > RT 3.2.2 (upgraded from 3.0.10)
> > RedHat 9.0
> > MySQL v4.0
> > Apache 2.04
> > Perl v5.8.0
> > mod_perl v1.9907
> >
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT wiki at
> http://wiki.bestpractical.com
>
>
> ------------------------------
>
> Message: 5
> Date: Mon, 18 Oct 2004 13:03:36 -0500
> From: Paul Williams 
> Subject: [rt-users] Re: RT-Users Digest, Vol 7, Issue 37
> To: rt-users at lists.bestpractical.com
> Message-ID:
> <5.2.1.1.2.20041018124610.01cd6e28 at imap.uwex.edu>
> Content-Type: text/plain; charset="us-ascii";
> format=flowed
>
> At 12:00 PM 10/14/2004 -0400, you wrote:
> >Date: Wed, 13 Oct 2004 22:20:28 -0400
> >From: seph 
> >Subject: [rt-users] Re: requesttracker gets lost in
> Tickets option >To: Paul Williams 
> >Cc: rt-users at lists.bestpractical.com
> >Message-ID: 
> >Content-Type: text/plain; charset=us-ascii
> >
> > > I have installed Requesttracker 3.2.2, on a Redhat
> > > Linux AS 2.1 system.  I am running Apache 1.3.31
> > > (compiled and installed from source), and I am using
> > mod_perl 1.29. >
> > > I have installed perl-5.8.5 into its own tree at
> > > /usr/local/perl5/perl5.8.5 (I also modifed
> /usr/bin/perl to point to that perl). >
> >I believe you'll need to rebuilt mod_perl against that
> perl install as >well.
> >
> >seph
>
> Yes, I had already rebuilt mod_perl using apache and
> perl-5.8.5.
>
> If I check the apache logs I see that when I click on any
> link I see a corresponding entry in the log.  Unless I
> click on the Tickets link.  When I click on Tickets, the
> cpu jumps to near 100% on one of the httpd processes and I
> do not see a corresponding entry for Build.html.  Then I
> need to restart apache before any link will work.
>
> For example, the access log shows
>
> If I click on Tools I see
> x.x.x.x - - [18/Oct/2004:13:02:32 -0500] "GET
> /NoAuth/webrt.css HTTP/1.1"  200 7316
> x.x.x.x - - [18/Oct/2004:13:02:32 -0500] "GET
> /Tools/Offline.html HTTP/1.1"  200 7618
>
> If I click on Admin, I see
> x.x.x.x - - [18/Oct/2004:13:02:37 -0500] "GET
> /NoAuth/webrt.css HTTP/1.1"  200 7316
> x.x.x.x - - [18/Oct/2004:13:02:37 -0500] "GET /Admin/
> HTTP/1.1" 200 6687
>
> But if I click on Tickets, I only see
> x.x.x.x - - [18/Oct/2004:13:02:45 -0500] "GET
> /NoAuth/webrt.css HTTP/1.1"  200 7316
>
>
> It appears that the software gets hung up in the
> Build.html module.  Is there a way to generate output so
> one can see where it might be bogging down?
>
> I have checked over the RT_SiteConfig.pm file a number of
> times but haven't found some place where I may have
> entered the wrong value.
>
> Any help is appreciated.
>
> paulw
>
>
>
>
> ------------------------------
>
> Message: 6
> Date: Mon, 18 Oct 2004 14:12:24 -0400
> From: Vivek Khera 
> Subject: Re: [rt-users] History not displayed when
> visiting merged
>     ticket
> To: RT-Users (E-Mail) 
> Message-ID:
> <434D39EF-2131-11D9-8C4A-000A9578CFCC at khera.org>
> Content-Type: text/plain; charset="us-ascii"
>
> we observed this with DBIx::SearchBuilder 1.10.  Upping to
> 1.11 fixed  it.
>
> On Oct 15, 2004, at 11:50 AM, Jesse Vincent wrote:
>
> >
> >
> >
> > On Fri, Oct 15, 2004 at 11:43:00AM -0400, Bret Martin
> wrote: >> RT 3.2.1: when I visit a merged ticket number,
> the metadata is >> displayed, but no history.  I have to
> visit the ticket into which the >> ticket was merged to
> see the merged history for the two tickets.  For >>
> example: >>
> >> - Merge ticket #264 into #205
> >>
> >> - Type "264" into the search box: only metadata is
> displayed, no  >> history
> >
> >
> > That's not right. That's a bug.  Can you poke a bit more
> > and see if you can find out what's going on?
> >
> >>
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT wiki at
> http://wiki.bestpractical.com >
> Vivek Khera, Ph.D.
> +1-301-869-4449 x806
>
> -------------- next part --------------
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>
> ------------------------------
>
> Message: 7
> Date: Mon, 18 Oct 2004 13:57:24 -0400
> From: "Hanson, Dave" 
> Subject: [rt-users] help - RTFM - linking articles TO
> articles  To: "'rt-users at lists.bestpractical.com'"
>     
> Message-ID:
>
>  gs.state.ny.us>
>
> Content-Type: text/plain; charset="iso-8859-1"
>
> I just installed RTFM and am evaluating some of the
> features.  Right now I am snagged on one thing:.
>
> Linking articles to articles:  in response to "Enter
> Articles or URIs to link Articles to. Seperate multiple
> entries with spaces" I enter integers, but they only seem
> to refer to tickets, not articles.  What is the secret to
> linking an article to another article? THANKS!
> -------------- next part --------------
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>
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>
> ------------------------------
>
> Message: 8
> Date: Mon, 18 Oct 2004 14:15:50 -0400
> From: Vivek Khera 
> Subject: Re: [rt-users] Accessing postgres DB for Excel
> reports To: RT-Users (E-Mail)
>  Message-ID:
> 
> Content-Type: text/plain; charset="us-ascii"
>
>
> On Oct 18, 2004, at 2:38 AM, Ben Robson wrote:
>
> > Does anyone have any
> > experiences/pointers/documentation/etc... that might
> point me in the right direction? >
>
> What exactly is your issue?  Getting ODBC talking to
> postgres?  What  queries to run?  Please elaborate on
> exactly what your problem is.
>
> You might be best off by defining some views in postgres
> for your PHB  to query, so he doesn't have to do any
> complex query configuration.
>
> Vivek Khera, Ph.D.
> +1-301-869-4449 x806
>
> -------------- next part --------------
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>
> ------------------------------
>
> Message: 9
> Date: Mon, 18 Oct 2004 14:17:17 -0400
> From: Vivek Khera 
> Subject: Re: [rt-users] Comments on resolve
> To: RT-Users (E-Mail) 
> Message-ID:
> 
> Content-Type: text/plain; charset="us-ascii"
>
>
> On Oct 18, 2004, at 10:42 AM, Rajesh Menon wrote:
>
> > We are running RT 3.0.10. I would like to setup RT so
> > that when a  ticket is
> > resolved, the comments are mailed to the requestor and
> > to the  watchers. I
> > see an option where a link to the ticket is emailed
> > during resolve.  But if
> >
>
> When you relove the ticket, change the little drop-down
> menu from  "comment" to "reply".
>
> Or am I missing something?
>
> Vivek Khera, Ph.D.
> +1-301-869-4449 x806
>
> -------------- next part --------------
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>
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>
> ------------------------------
>
> _______________________________________________
> RT-Users mailing list
> RT-Users at lists.bestpractical.com
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>
> End of RT-Users Digest, Vol 7, Issue 48
> ***************************************
>


From Joseph_Micciche at Progressive.com  Mon Oct 18 14:58:32 2004
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Mon, 18 Oct 2004 14:58:32 -0400
Subject: Subject: Re: [rt-users] Attachments not sent to owners
Message-ID: 





> BUT the owner never gets the attachment! This is a real PITA b/c I have
to
> send every one manually.:( Thanks for any help.

If you look at the transaction history, you'll see that the comment and
owner change are _different_  transactions. And RT-Attach-Message: will
only attach messages from the current txn.

Jesse, the owner is getting the Message, but not the attachment. There is
no comment involved - this is a Jumbo update on a new ticket, set ticket
status to Open, set CF's, set a date, set Owner, submit. Watchers/admin
always get the attachment with the message, the owner never does.

Joe Micciche



From jesse at bestpractical.com  Mon Oct 18 15:03:22 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Oct 2004 15:03:22 -0400
Subject: [rt-users] History not displayed when visiting merged ticket
In-Reply-To: <12474.1098124759@anasazi.miranda.org>
References: <434D39EF-2131-11D9-8C4A-000A9578CFCC@khera.org>
	<12474.1098124759@anasazi.miranda.org>
Message-ID: <20041018190322.GC17824@pallas.eruditorum.org>


> 
> I can confirm that -- 1.11 fixes it here too.  I was previously running 
> 1.10.
> 
> Jesse, is there still any value to me trying 1.01 out for you?

Nope. Thanks.

> --Bret
> 
> 
> _______________________________________________
> 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 Oct 18 15:07:25 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Oct 2004 15:07:25 -0400
Subject: [rt-users] Restricting Ticket Visibility
In-Reply-To: <20041018190443.ADF5A715A@sierra.rtfm.com>
References: <20041018190443.ADF5A715A@sierra.rtfm.com>
Message-ID: <20041018190725.GD17824@pallas.eruditorum.org>




On Mon, Oct 18, 2004 at 11:46:48AM -0700, Eric Rescorla wrote:
> RT version: 3.0.6

Heya Eric,

	Before you spend a bunch of time trying to debug this one, it's
	worth going up to 3.0.12 as I know there were query builder bugs
	fixed between then and now. (Also, be sure to upgrade to a
	current DBIx::SearchBuilder.)
	
	This might also be the fault of the paging logic, which is in
	the database. So your first page is the first 25 results, which
	contain no records that the user has the right to see. I'm
	betting that if you kept hitting "next", the right thing would
	happen.

	-J 

PS Say "hi" to L for me.


> I have an RT installation with a bunch of queues. Call them
> A1, A2, A3, ... and B1
> 
> Users in Group A have CreateTicket,ReplyTicket,SeeQueue, and ShowTicket
> set for queues A1, A2, ...
> 
> Users in Group B have CreateTicket,ReplyTicket,SeeQueue, and ShowTicket
> set for queue B.
> 
> All of the tickets in Queues A* are chronologically before the
> tickets in Queue B. 
> 
> When a user in A does a search for tickets that would include
> tickets in B (e.g. "Status = New") it works fine and he sees the tickets
> from queues A* only. 
> 
> When a user in B does the same search, he doesn't see anything.
> If I add another restriction so that it would only show the tickets
> in B, then it works fine.
> 
> Does anyone recognize this? Did I bungle something? Is there a known
> fix?
> 
> Thanks,
> -kr
> 
> 
> 
> 
> _______________________________________________
> 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 Oct 18 15:42:29 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Oct 2004 15:42:29 -0400
Subject: [rt-users] RT 3.4 feature freeze
Message-ID: 

I'm pleased to announce that RT 3.4 has now entered "freeze" with an  
eye toward a beta release in the next week or so.

As part of the beta release plan, I've just spent entirely too much  
time looking over almost every outstanding ticket on rt3.fsck.com.  
During this audit I was able to resolve or reject about 20% of all open  
tickets. Another 20% or so got tagged as "to be dealt with for 3.4".   
Some are bugs, some are cleanups, others may not be either but need to  
be checked out.

Issues that are fixed for RT 3.2.x will, of course, continue to flow  
downstream into the RT 3.3/3.4 series.

To see the things that we're currently tracking for 3.4, check out:

http://rt3.fsck.com/Search/Results.html? 
Query=DependentOn="6211"&Rows=100&OrderBy=id&user=guest&pass=guest

Jesse



From rt at brisksolutions.com  Mon Oct 18 17:43:40 2004
From: rt at brisksolutions.com (Hammad)
Date: Mon, 18 Oct 2004 17:43:40 -0400
Subject: [rt-users] Autoreset Password
Message-ID: <1098135820.4174390cd8c70@mail.brisksolutions.com>

Guys:

I have the following 'scrips' to get executed in "reset password" queue upon
creation of a new ticket, I was using RT 3.2.2. Here's the problem: Everytime
an un-privileged user resets his password, he gets an email back with his
password and the password for few other un-privileged users.(Huge Security
problem) Its Random, sometime he only gets his password and sometimes email has
few more usersname added to it. Help on this will be appreciated. BTW: this use
to work with RT 3.0.10

-----------------Scrips----------------------------
Subject: Your Password has been Reset

{*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;

    if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
        (!$Transaction->CreatorObj->Privileged)
       )
    {
        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 .= "
Greetings:

Your password has been RESET as you requested. Please do not reply to this
message or to this email address unless you want your password reset again.

If you have other issue and need to contact SYSADMIN.

Here is your password:

        Username: ".$user->Name."
        Password: ".$pass."

Thank you,
    ";
    }
}
--------------------------End Scrips-------------------------

Hammad






From rt at chaka.net  Mon Oct 18 17:46:46 2004
From: rt at chaka.net (Todd Chapman)
Date: Mon, 18 Oct 2004 17:46:46 -0400
Subject: [rt-users] Autoreset Password
In-Reply-To: <1098135820.4174390cd8c70@mail.brisksolutions.com>
References: <1098135820.4174390cd8c70@mail.brisksolutions.com>
Message-ID: <20041018214646.GK10762@chaka.net>

Probably $out never goes out of of scope. Also you have
$out and $OUT, which are two different variables.

I bet of you change every instance of '.=' to '=' and
restart your web server everything will be fine.

-Todd

On Mon, Oct 18, 2004 at 05:43:40PM -0400, Hammad wrote:
> Guys:
> 
> I have the following 'scrips' to get executed in "reset password" queue upon
> creation of a new ticket, I was using RT 3.2.2. Here's the problem: Everytime
> an un-privileged user resets his password, he gets an email back with his
> password and the password for few other un-privileged users.(Huge Security
> problem) Its Random, sometime he only gets his password and sometimes email has
> few more usersname added to it. Help on this will be appreciated. BTW: this use
> to work with RT 3.0.10
> 
> -----------------Scrips----------------------------
> Subject: Your Password has been Reset
> 
> {*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
> 
>     if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
>         (!$Transaction->CreatorObj->Privileged)
>        )
>     {
>         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.";
> 
>         }
>     $out .= "
> Greetings:
> 
> Your password has been RESET as you requested. Please do not reply to this
> message or to this email address unless you want your password reset again.
> 
> If you have other issue and need to contact SYSADMIN.
> 
> Here is your password:
> 
>         Username: ".$user->Name."
>         Password: ".$pass."
> 
> Thank you,
>     ";
>     }
> }
> --------------------------End Scrips-------------------------
> 
> Hammad
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com


From mmurillo at lternet.edu  Mon Oct 18 18:47:38 2004
From: mmurillo at lternet.edu (Michelle L. Murillo)
Date: Mon, 18 Oct 2004 16:47:38 -0600
Subject: [rt-users] Preferences 'permission denied' error
Message-ID: <4174480A.4040604@lternet.edu>

Hi,

Using RT version 3.0.8 - any ideas why a privileged user with rights to 
'ModifySelf' cannot change their organization (in Preferences) but 
change all the other data pertaining to their 'Identity, Phone Numbers, 
Password, or Location (in Preferences)?

The error is "permission denied." The user can modify all of their other 
information in the 'Preferences' section.

 From RT Doc:
ModifySelf:    modify his own email address, real name, nickname, extra 
contact information, password, *organization*, address, phone numbers, 
and signature.


Thank you!
Michelle




From doublethumb at gmail.com  Tue Oct 19 01:04:09 2004
From: doublethumb at gmail.com (T.K Venu)
Date: Tue, 19 Oct 2004 10:34:09 +0530
Subject: [rt-users] plz help me
Message-ID: <1aa7d456041018220440c438f1@mail.gmail.com>

i have configure RT.3.2.1 in mandrake10.x linux 
working fine 
now i want to work with CC option
(in my network i got mail sever (postfix+ldap+courierImap))
how can i redirect RT to postfix server using CC option

venu


From Ruslan.Zakirov at acronis.com  Tue Oct 19 03:32:12 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Tue, 19 Oct 2004 11:32:12 +0400
Subject: [rt-users] Custom AutoReply
In-Reply-To: <1098124977.2338.7.camel@diablo>
References: <1097710998.2340.233.camel@diablo>	
	<1097873018.2344.119.camel@diablo>
	<417379C5.2080304@acronis.com> <1098124977.2338.7.camel@diablo>
Message-ID: <4174C2FC.5090704@acronis.com>

I'm terribly sorry. It's my fault. Change 'TransactionObj' to 'Transaction'.

Paul Porter wrote:
> Hi Ruslan,
> 
> I tried your suggestion and this is the error the email requestor
> receieves:
> 
> _________________________AUTOREPLY EMAIL________________________________
> 
> Hello,
> 
> blah blah blah
> 
> ################
> Important Information
> ################
> 
> 
> Your ticket number is: 106
> Submitted under username: Program fragment delivered error ``Can't call
> method "CurrentUser" on an undefined value at template line 15.
> 
> Stack:
>   [template:15]
>   [/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:384]
>   [/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:315]
>   [/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:210]
>   [/usr/share/request-tracker3/lib/RT/ScripAction_Overlay.pm:199]
>   [/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:402]
>   [/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:345]
>   [/usr/share/request-tracker3/lib/RT/Scrips_Overlay.pm:196]
>   [/usr/share/request-tracker3/lib/RT/Transaction_Overlay.pm:118]
>   [/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:3810]
>   [/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:629]
>   [/usr/share/request-tracker3/lib/RT/Interface/Email.pm:669]
>   [/usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:31]''
> 
> Your contact email address for updates will be:
> 
> Program fragment delivered error ``Can't call method "Requestors" on an
> undefined value at template line 19.
> 
> Stack:
>   [template:19]
>   [/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:384]
>   [/usr/share/request-tracker3/lib/RT/Template_Overlay.pm:315]
>   [/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:210]
>   [/usr/share/request-tracker3/lib/RT/ScripAction_Overlay.pm:199]
>   [/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:402]
>   [/usr/share/request-tracker3/lib/RT/Scrip_Overlay.pm:345]
>   [/usr/share/request-tracker3/lib/RT/Scrips_Overlay.pm:196]
>   [/usr/share/request-tracker3/lib/RT/Transaction_Overlay.pm:118]
>   [/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:3810]
>   [/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:629]
>   [/usr/share/request-tracker3/lib/RT/Interface/Email.pm:669]
>   [/usr/share/request-tracker3/html/REST/1.0/NoAuth/mail-gateway:31]''
> 
> __________________________END EMAIL___________________________
> 
> This is what a portion of my template looks like:
> 
> 
> 
> Your ticket number is: {$Ticket->id()}
> Submitted under username: { $TransactionObj->CurrentUser->Name }
> 
> Your contact email address for updates will be:
> 
> { $TransactionObj->CurrentUser->EmailAddress }
> 
> You can access this ticket any time at:
>   
>     http://xxx.vicor.com/rt/Ticket/Display.htm.?id={$Ticket->id}
> 
> (Note: This page requires you to log in with the username you used 
> to create the ticket.)
> 
> {
> *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.";
> 
>         }
> 
> $OUT .= "
> 
> ****** NEW USER PASSWORD SETUP *******
> *                                    *
> * Please use the following username  *
> * and password to login to the Vicor *
> * IT Department RT System:           *
> *                                    *
> *       Username: ".$user->Name."    *
> *       Password: ".$pass."          *
> *                                    *
> **************************************
> ";
> }
> }
> 
> _________________END___________________
> 
> Thanks again,
> 
> - Paul
> 
> 
> On Mon, 2004-10-18 at 01:07, Ruslan U. Zakirov wrote:
> 
>>Paul Porter wrote:
>>
>>>Hi,
>>>
>>>How can I pull the requestor's username and email address out of the
>>>submitted ticket and use it in the auto-reply? 
>>
>>Try next blocks
>>{ $TransactionObj->CurrentUser->EmailAddress }
>>and
>>{ $TransactionObj->CurrentUser->Name }
>>
>>
>>
>>>Thanks,
>>>
>>>Paul
>>>
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Be sure to check out the RT wiki at http://wiki.bestpractical.com
>>
> 



From eichhorn at ponton-consulting.de  Tue Oct 19 03:48:38 2004
From: eichhorn at ponton-consulting.de (=?UTF-8?B?SsO2cmcgRWljaGhvcm4=?=)
Date: Tue, 19 Oct 2004 09:48:38 +0200
Subject: [rt-users] Duplicate Correspond/Comment entry on reply/resolve
In-Reply-To: <20041018165728.GA17824@pallas.eruditorum.org>
References: <4173D5AF.3060205@ponton-consulting.de>
	<20041018165728.GA17824@pallas.eruditorum.org>
Message-ID: <4174C6D6.4080307@ponton-consulting.de>

> 
> You enable innodb and convert your RT tables to it. RT requires InnoDB.
> 

That helped. InnoDB was enabled, but i didn't converted the tables.


J?rg Eichhorn


From Adam.Arlett at tigerbrands.com  Tue Oct 19 07:49:12 2004
From: Adam.Arlett at tigerbrands.com (Adam Arlett)
Date: Tue, 19 Oct 2004 13:49:12 +0200
Subject: [rt-users] Support people without web access to RT
Message-ID: <8FDDEDA992E90841B4F79C0D3302399C44A05A@fx-bryanston.tigerbrands.net>

Hi All,

 

Is it possible to run a help desk where the people that get assigned tickets
and deal with the requests via email via RT?

 

I am thinking to have a central person that assigns tickets and acts as an
approval for every ticket created, closing the ticket for the support
person. I am also thinking a scrip that parses the subject of the email from
the support person looking for a keyword like request-solved or similar.

 

How does this sound? Has anyone done similar, if so scrip examples would be
helpful.

 

Many thanks,

 

Adam Arlett

 

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From paul.williams at uwex.edu  Tue Oct 19 10:13:43 2004
From: paul.williams at uwex.edu (Paul Williams)
Date: Tue, 19 Oct 2004 09:13:43 -0500
Subject: [rt-users] Has anyone installed rt-3.2.2 on redhat AS 2.1?
Message-ID: <5.2.1.1.2.20041019091057.00b63ed0@imap.uwex.edu>

Has anyone successfully installed request tracker 3.2.2
on Redhat AS 2.1, with apache-1.3.31 and mod_perl-1.29?

paulw



From krolln at gmail.com  Tue Oct 19 10:56:22 2004
From: krolln at gmail.com (Nathan Kroll)
Date: Tue, 19 Oct 2004 09:56:22 -0500
Subject: [rt-users] CC field question
Message-ID: 

When you comment on a ticket, there is a text box that is labelled as
the CC field.  If you add an address to that field, will RT sent an
email to that person regardless of what scrips are in place, or is
that one-time CC held to the same rules (due to scrips) as the regular
CC people on the ticket?

The reason I'm asking is because it was my understanding that when
adding a CC address when commenting, that they would recieve and email
regardless, but it doesn't seem to be working that way.  In fact, our
install of rt isn't sending email to even the CCs set on ticket
creation.  Is this due to scrip problems?  Is just having the
addresses not enough, do I need a scrip that tells rt that it should
actually send mail to the CC people?

Thanks for any help,

Nate


From mjoseff at yellowbrix.com  Tue Oct 19 11:10:45 2004
From: mjoseff at yellowbrix.com (Matthew Joseff)
Date: Tue, 19 Oct 2004 11:10:45 -0400 (EDT)
Subject: [rt-users] CC field question
In-Reply-To: 
References: 
Message-ID: 


We use cc's to ask questions and inform parties who are not the requestor 
or watchers.

Yes, it should send out an email to that person(s) for that one time only.  
If it isn't, check your mail log.

On Tue, 19 Oct 2004, Nathan Kroll wrote:

}When you comment on a ticket, there is a text box that is labelled as
}the CC field.  If you add an address to that field, will RT sent an
}email to that person regardless of what scrips are in place, or is
}that one-time CC held to the same rules (due to scrips) as the regular
}CC people on the ticket?
}
}The reason I'm asking is because it was my understanding that when
}adding a CC address when commenting, that they would recieve and email
}regardless, but it doesn't seem to be working that way.  In fact, our
}install of rt isn't sending email to even the CCs set on ticket
}creation.  Is this due to scrip problems?  Is just having the
}addresses not enough, do I need a scrip that tells rt that it should
}actually send mail to the CC people?
}
}Thanks for any help,
}
}Nate
}_______________________________________________
}http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
}
}Be sure to check out the RT wiki at http://wiki.bestpractical.com
}

-- 
Matthew Joseff, Director Technical Operations
(p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261
YellowBrix - Transforming Content Into Action.


From wjs at cs.duke.edu  Tue Oct 19 11:38:38 2004
From: wjs at cs.duke.edu (Joe Shamblin)
Date: Tue, 19 Oct 2004 11:38:38 -0400
Subject: [rt-users] SendEmail.pm line 250
In-Reply-To: <41701C21.7000305@cs.duke.edu>
References: <41700634.5050106@cs.duke.edu>
	<20041015173020.GR31099@pallas.eruditorum.org>
	<41701C21.7000305@cs.duke.edu>
Message-ID: <417534FE.6080900@cs.duke.edu>

Joe Shamblin wrote:
> Jesse Vincent wrote:
> 
>>
>>
>> On Fri, Oct 15, 2004 at 01:17:40PM -0400, Joe Shamblin wrote:
>>
>>> After a bit of work, I have everything working as expected with 
>>> rt-3.2.2 with the exception of email. I have the following in 
>>> RT_Config.pm:
>>>
>>> Set($MailCommand , 'sendmail'); 
>>
>>
>>
>> So. Um. What's your $SendmailPath set to?
> 
> 
> Set($SendmailPath , "/usr/lib/sendmail");
> 
>  > Try from shell
>  > sudo -u apache_user /path/to/sendmail
> 
> That works just fine.

After an upgrade to 3.2-HEAD this seems to work so.... I am not sure 
what the problem was, but it seems fixed now.

Joe
-- 
Joe Shamblin					wjs at cs.duke.edu
Senior Systems Administrator		Department of Computer Science
(919) 660-6582					Duke University


From Dave.Hanson at ogs.state.ny.us  Tue Oct 19 12:18:14 2004
From: Dave.Hanson at ogs.state.ny.us (Hanson, Dave)
Date: Tue, 19 Oct 2004 12:18:14 -0400
Subject: [rt-users] Help - RTFM bugs with Rights ?
Message-ID: 

I installed RTFM-2.0.4.tar.gz on top of RT 3.2.2.  Either I am missing
something simple, or there are bugs in RTFM with setting rights in RTFM.  We
love the product, but this situation makes it difficult to use it for a
large population of general users.  We really would love to identify fixes.
1) I started with a user who had no ACL's for RTFM at all.  I found that I
do the following, none of which I think should be possible for a user with
no ACL's:
*	see article title and description from overview
*	select article from overview
*	see article history
*	modify article title and description
*	see custom fields
*	modify custom field descriptions, fields, values, etc. 

2) By adding ACL's individually so that only one ACL was present at any
time, the following ACL's made no changes in rights from what was present
above in #1
*	AdminClass
*	AdminValues
*	CreateArticle
*	ModifyArticle
*	ShowArticle
*	ShowArticleHistory
*	ShowCustomField
Attached is a spreadsheet mapping rights to ACL's: 
       <> 
Can these problems be rectified so that we can truly restrict which rights
general users have?  THANKS!
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From cliff.flood at voxpilot.com  Tue Oct 19 12:38:02 2004
From: cliff.flood at voxpilot.com (Cliff Flood)
Date: Tue, 19 Oct 2004 17:38:02 +0100
Subject: [rt-users] Performance Issues
Message-ID: <417542EA.50306@voxpilot.com>

Hi Guys,

We have an RT install that is performing quite poorly. Tickets take 
quite a few seconds to open, sometimes 20 or more, depending on the 
number of replies/comments. Our system has 896 tickets at present.

We were running 3.0.11. I upgraded to 3.2.2 hoping I might see some 
performance gains but unfortunately I didn't.

I changed my MySQL (3.23.49) tables from MyISAM to InnoDB with no 
discernible performance gain.

Applied some (Kernel shared memory, MySQL buffers) of the suggestions 
from the PerformanceTuning[1] section of the WiKi, again with no 
noticeable increase in performance. Upgraded DBIx::SearchBuilder to 1.11

Other pertinent stats;

Apache 1.3.31
Perl 5.8.4
Linux 2.4.7-10smp
Dual PIII 500Mhz
512MB RAM
2 reasonably fast 10,000rpm SCSI discs in RAID 1.

When a ticket is being served I can see Apache using 99% CPU time for 
the duration of the serve.

I've done much reading of the available docs. and mailing list archives. 
I'm not quite sure what I should look at next. I know this class of 
problem seems to be common. I haven't seen any definitive answers. Any 
pointers would be appreciated.

1. http://wiki.bestpractical.com/index.cgi?PerformanceTuning
-- 
Cliff Flood
Systems Administrator
V O X P I L O T
+353 1 209 1924


From john at trdlnk.com  Tue Oct 19 14:27:08 2004
From: john at trdlnk.com (John Giles)
Date: Tue, 19 Oct 2004 13:27:08 -0500
Subject: [rt-users] Is FastCGI an alternative to mod_perl ???
Message-ID: 


Is FastCGI an alternative to mod_perl ???
Or are they both needed ???

I am installing RT 3.2.2 on Mandrake 10 with Apache 2.

John Giles
john at trdlnk.com




From jim.rowan at starcore-dsp.com  Tue Oct 19 14:21:17 2004
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Tue, 19 Oct 2004 13:21:17 -0500
Subject: [rt-users] CC field question
Message-ID: <7DE01782B2345640AD55C17C5D2888DC05F80C@ausexm2.aus.starcore-dsp.com>


 
> We use cc's to ask questions and inform parties who are not the
requestor
> or watchers.
> 
> Yes, it should send out an email to that person(s) for that one time
only.
> If it isn't, check your mail log.

My understanding is that ALL mail (with the exception of "abnormal
conditions" such as permission denied, etc...) that might be sent is
triggered by a scrip and handled by one of the templates.

Thus, whether mail gets sent when you fill in the CC box depends on if
you have an appropriate scrip.

> On Tue, 19 Oct 2004, Nathan Kroll wrote:
> 
> }When you comment on a ticket, there is a text box that is labelled as
> }the CC field.  If you add an address to that field, will RT sent an
> }email to that person regardless of what scrips are in place, or is
> }that one-time CC held to the same rules (due to scrips) as the
regular
> }CC people on the ticket?

I think these are "other recipients", and thus not handled exactly the
same way as (regular) Cc's.  However, it is still done via a scrip.

> }The reason I'm asking is because it was my understanding that when
> }adding a CC address when commenting, that they would recieve and
email
> }regardless, but it doesn't seem to be working that way.  In fact, our
> }install of rt isn't sending email to even the CCs set on ticket
> }creation.  Is this due to scrip problems?  Is just having the
> }addresses not enough, do I need a scrip that tells rt that it should
> }actually send mail to the CC people?

The latter.  The default installation does not have (or did not) a scrip
that covers "on create notify ccs ...".


Jim 


From kevins at zumiez.com  Tue Oct 19 14:54:30 2004
From: kevins at zumiez.com (Kevin Sonney)
Date: Tue, 19 Oct 2004 11:54:30 -0700
Subject: [rt-users] Performance Issues
Message-ID: <8858F7B4353CDD4F98E28CCF88FD3992023495EF@madison>

I had this same problem and unpgraded MySQL to 4.0 and all has been
well.

Thanks,

Kevin

-----Original Message-----
From: Cliff Flood [mailto:cliff.flood at voxpilot.com] 
Sent: Tuesday, October 19, 2004 9:38 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Performance Issues


Hi Guys,

We have an RT install that is performing quite poorly. Tickets take 
quite a few seconds to open, sometimes 20 or more, depending on the 
number of replies/comments. Our system has 896 tickets at present.

We were running 3.0.11. I upgraded to 3.2.2 hoping I might see some 
performance gains but unfortunately I didn't.

I changed my MySQL (3.23.49) tables from MyISAM to InnoDB with no 
discernible performance gain.

Applied some (Kernel shared memory, MySQL buffers) of the suggestions 
from the PerformanceTuning[1] section of the WiKi, again with no 
noticeable increase in performance. Upgraded DBIx::SearchBuilder to 1.11

Other pertinent stats;

Apache 1.3.31
Perl 5.8.4
Linux 2.4.7-10smp
Dual PIII 500Mhz
512MB RAM
2 reasonably fast 10,000rpm SCSI discs in RAID 1.

When a ticket is being served I can see Apache using 99% CPU time for 
the duration of the serve.

I've done much reading of the available docs. and mailing list archives.

I'm not quite sure what I should look at next. I know this class of 
problem seems to be common. I haven't seen any definitive answers. Any 
pointers would be appreciated.

1. http://wiki.bestpractical.com/index.cgi?PerformanceTuning
-- 
Cliff Flood
Systems Administrator
V O X P I L O T
+353 1 209 1924
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com


From doogles at doogles.com  Tue Oct 19 15:28:53 2004
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Tue, 19 Oct 2004 14:28:53 -0500 (CDT)
Subject: [rt-users] CC field question
In-Reply-To: <7DE01782B2345640AD55C17C5D2888DC05F80C@ausexm2.aus.starcore-dsp.com>
References: <7DE01782B2345640AD55C17C5D2888DC05F80C@ausexm2.aus.starcore-dsp.com>
Message-ID: 

There seems to be a lot of confusion over "Other Recipients".

Perhaps "One Time Recipients" or something similar would be a better naming 
nomenclature for them.

-jd

On Tue, 19 Oct 2004, Jim Rowan wrote:

>
>
>> We use cc's to ask questions and inform parties who are not the
> requestor
>> or watchers.
>>
>> Yes, it should send out an email to that person(s) for that one time
> only.
>> If it isn't, check your mail log.
>
> My understanding is that ALL mail (with the exception of "abnormal
> conditions" such as permission denied, etc...) that might be sent is
> triggered by a scrip and handled by one of the templates.
>
> Thus, whether mail gets sent when you fill in the CC box depends on if
> you have an appropriate scrip.
>
>> On Tue, 19 Oct 2004, Nathan Kroll wrote:
>>
>> }When you comment on a ticket, there is a text box that is labelled as
>> }the CC field.  If you add an address to that field, will RT sent an
>> }email to that person regardless of what scrips are in place, or is
>> }that one-time CC held to the same rules (due to scrips) as the
> regular
>> }CC people on the ticket?
>
> I think these are "other recipients", and thus not handled exactly the
> same way as (regular) Cc's.  However, it is still done via a scrip.
>
>> }The reason I'm asking is because it was my understanding that when
>> }adding a CC address when commenting, that they would recieve and
> email
>> }regardless, but it doesn't seem to be working that way.  In fact, our
>> }install of rt isn't sending email to even the CCs set on ticket
>> }creation.  Is this due to scrip problems?  Is just having the
>> }addresses not enough, do I need a scrip that tells rt that it should
>> }actually send mail to the CC people?
>
> The latter.  The default installation does not have (or did not) a scrip
> that covers "on create notify ccs ...".
>
>
> Jim
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>


From JChen at paymentone.com  Tue Oct 19 15:30:23 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Tue, 19 Oct 2004 12:30:23 -0700
Subject: [rt-users] Is FastCGI an alternative to mod_perl ???
Message-ID: <6D6E09D687772640AA41F009EB85FE0505742384@CPMAL00.corpnet.p1.local>

 
Yes.


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of John Giles
> Sent: Tuesday, October 19, 2004 11:27 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Is FastCGI an alternative to mod_perl ???
> 
> 
> Is FastCGI an alternative to mod_perl ???
> Or are they both needed ???
> 
> I am installing RT 3.2.2 on Mandrake 10 with Apache 2.
> 
> John Giles
> john at trdlnk.com
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com 
 
--------------------------------------------------------
 
This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. 
--------------------------------------------------------
 
 
  


From john at trdlnk.com  Tue Oct 19 16:18:48 2004
From: john at trdlnk.com (John Giles)
Date: Tue, 19 Oct 2004 15:18:48 -0500
Subject: SUMMARY: [rt-users] Is FastCGI an alternative to mod_perl ???
In-Reply-To: <6D6E09D687772640AA41F009EB85FE0505742384@CPMAL00.corpnet.p1.local>
References: <6D6E09D687772640AA41F009EB85FE0505742384@CPMAL00.corpnet.p1.local>
Message-ID: 


Thank you Jonathan.


On Tue, 19 Oct 2004 12:30:23 -0700, Jonathan Chen   
wrote:

> Yes.
>
>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>> bounces at lists.bestpractical.com] On Behalf Of John Giles
>> Sent: Tuesday, October 19, 2004 11:27 AM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Is FastCGI an alternative to mod_perl ???
>>
>>
>> Is FastCGI an alternative to mod_perl ???
>> Or are they both needed ???
>>
>> I am installing RT 3.2.2 on Mandrake 10 with Apache 2.
>>
>> John Giles
>> john at trdlnk.com


From jesse at bestpractical.com  Tue Oct 19 16:32:22 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 19 Oct 2004 16:32:22 -0400
Subject: [rt-users] Help - RTFM bugs with Rights ?
In-Reply-To: 
References: 
Message-ID: 

What RT rights did your user have? Was he, perhaps, a SuperUser?


On Oct 19, 2004, at 12:18 PM, Hanson, Dave wrote:

> I installed RTFM-2.0.4.tar.gz on top of RT 3.2.2.? Either I am missing 
> something simple, or there are bugs in RTFM with setting rights in 
> RTFM.? We love the product, but this situation makes it difficult to 
> use it for a large population of general users.? We really would love 
> to identify fixes.
>
> 1) I started with a user who had no ACL's for RTFM at all.? I found 
> that I do the following, none of which I think should be possible for 
> a user with no ACL's:
> 	? 	see article title and description from overview
> 	? 	select article from overview
> 	? 	see article history
> 	? 	modify article title and description
> 	? 	see custom fields
> 	? 	modify custom field descriptions, fields, values, etc.
>
>
>
>  2) By adding ACL's individually so that only one ACL was present at 
> any time, the following ACL's made no changes in rights from what was 
> present above in #1
> 	? 	AdminClass
> 	? 	AdminValues
> 	? 	CreateArticle
> 	? 	ModifyArticle
> 	? 	ShowArticle
> 	? 	ShowArticleHistory
> 	? 	ShowCustomField
>
> Attached is a spreadsheet mapping rights to ACL's:
> ????? <>
>  Can these problems be rectified so that we can truly restrict which 
> rights general users have?? 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 tmvier at triadsys.com  Tue Oct 19 16:56:24 2004
From: tmvier at triadsys.com (Tom Vier)
Date: Tue, 19 Oct 2004 16:56:24 -0400
Subject: [rt-users] mail gateway doesn't work
Message-ID: <1098219384.3433.19.camel@celery>

i'm trying to debug the problem, but i'm not sure where else to look. 

here's the test msg i'm sending:

From: nester
To: rt
Subject: another email test

test

here's the output of rt-mailgate --debug --queue General --action
correspond --url http://192.168.255.90/rt/  chunk 1.
temporary failure
RT server error.

The RT server which handled your email did not behave as expected. It
said:

temporary failure



From gpurcell at openharbor.com  Tue Oct 19 17:02:05 2004
From: gpurcell at openharbor.com (Guy B. Purcell)
Date: Tue, 19 Oct 2004 14:02:05 -0700
Subject: [rt-users] Re: Comments on resolve
In-Reply-To: <4174105c.347.706f.1119115027@olemiss.edu>
References: <4174105c.347.706f.1119115027@olemiss.edu>
Message-ID: <2172328F-2212-11D9-A3DB-000393030F62@openharbor.com>


On Oct 18, 2004, at 11:50, Rajesh Menon wrote:

> That would mean the resolve will be a two step process. If i
> select from the drop-down menu, the ticket will still be
> open. I was wondering if there is a way to send the
> resolution comments while resolving the call????

If you don't care about having RT send the default/template "this 
ticket has been resolved" email, and you don't want to modify any RT 
functionality, then you can do this as one step:  use the Reply link at 
the top of the ticket page, and then set the status to "resolved" with 
the Status pull-down.  AFAIK, this is equivalent to Vivek's suggestion, 
which is to use the Resolve link, then use the Update Type pull-down to 
say "Response to requestors."

If you _do_ care to have RT send that "this ticket has been resolved" 
message, in addition to having your comments sent, then it's a two-step 
process without modifying RT.

-Guy

>> Message: 9
>> Date: Mon, 18 Oct 2004 14:17:17 -0400
>> From: Vivek Khera 
>> Subject: Re: [rt-users] Comments on resolve
>> To: RT-Users (E-Mail) 
>> Message-ID:
>> 
>> Content-Type: text/plain; charset="us-ascii"
>>
>>
>> On Oct 18, 2004, at 10:42 AM, Rajesh Menon wrote:
>>
>>> We are running RT 3.0.10. I would like to setup RT so
>>> that when a  ticket is
>>> resolved, the comments are mailed to the requestor and
>>> to the  watchers. I
>>> see an option where a link to the ticket is emailed
>>> during resolve.  But if
>>>
>>
>> When you relove the ticket, change the little drop-down
>> menu from  "comment" to "reply".



From fesh at mpi-softtech.com  Tue Oct 19 17:51:34 2004
From: fesh at mpi-softtech.com (Eric Fesh)
Date: Tue, 19 Oct 2004 16:51:34 -0500 (CDT)
Subject: [rt-users] Rights delegation and ACL?
Message-ID: 

Hello all:

I've been running RT 3.2.2 on Solaris in production for a week or so, and
I'm really pleased with how it's working so far, especially with the
user-defined scrips. While trying to work with delegation, however, I've
come across a rather irritating issue. I have to give a user the "Modify
ACL" right for them to be able to delegate their rights, but when I do so
the user can also give themselves or other users the "Super User" or any
other right they feel like from the configuration menu. True, they can't
see the results (not having the "Show ACL" right), but the change is
effective. Has anyone else run across this and come up with a workable
solution?

-- 
Eric Fesh
Customer Support Engineer/Software Test Engineer
Verari Systems
http://www.verari.com
http://www.mpi-softtech.com


The information contained in this communication may be confidential and is
intended only for the use of the recipient(s) named above.  If the reader of
this communication is not the intended recipient(s), you are hereby notified
that any dissemination, distribution, or copying of this communication, or
any of its contents, is strictly prohibited.  If you are not a named
recipient or received this communication by mistake, please notify the sender
and delete the communication and all copies of it.


From rt at brtnet.org  Tue Oct 19 19:19:09 2004
From: rt at brtnet.org (Bruce Timberlake)
Date: Tue, 19 Oct 2004 16:19:09 -0700
Subject: [rt-users] Where to look for info on setting custom requestor
Message-ID: <200410191619.09879.rt@brtnet.org>

I've checked the wiki and googled for terms I thought were appropriate, but 
I'm getting nowhere.

Short version: Is it possible to have an email address from the body of an 
initial ticket-creation email be used as the Requestor address, rather than 
the "From:" header??


Long version: I'm using RT 3.2.1 to keep track of customer issues. The company 
provides a web app to the customers, with a limited number of choices via 
dropdowns and a few text fields, to notify the company of  problems, 
questions, comments, etc. (basically a form to email setup).

The company had been tracking these via regular email, which did not work well 
at all. Thus the need for a ticket system, and thus the RT implementation.

Once a customer submits a problem, the web system sends an email to RT (on a 
physically separate server). The email is sent to the appropriate queue based 
on the problem category the customer selects (queue-comment at example.org, 
queue-outage at example.org, etc).

I have total control over the format/content of the email that is sent, so if 
that makes things any easier for a solution, it's an option. Right now the 
body of the ticket just shows as:

 Subject: testing
 To: queue-comments at rt.example.org
 Date: Wed, 13 Oct 2004 22:36:05 -0700
 From: httpd 

  Support request from: Mr Customer 
  Subject of request: testing
  Request regarding: Comments or Suggestions
  Connection type: Not Sure
 
  This is a test message.


We do not want to give the customers (the general public) any direct access to 
the RT system. All submissions from customers will be done via the company's 
existing web site/problem submission form. The only time customers will hear 
from RT will be ticket status emails.

The problem I'm having is figuring out how to get the requestor's email 
address to populate the Requestor field on the ticket. It currently is filled 
with "httpd at www.example.org" since the web server/web app is really sending 
the email to RT, and the customer's email address is in the body of the 
email.

The (I think) relevant "eviscerating fish" section in the wiki is empty. If 
anyone can at least point me in the right direction, I'd be grateful. If 
anyone has an already completed solution, that would be even better.


From JChen at paymentone.com  Tue Oct 19 20:31:10 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Tue, 19 Oct 2004 17:31:10 -0700
Subject: [rt-users] Custom AutoReply
Message-ID: <6D6E09D687772640AA41F009EB85FE0505742385@CPMAL00.corpnet.p1.local>

 
I probably did something wrong,

I tried to implement 1 of the suggest line and I did not get the greeting that I wanted.  Below is a snip of the autoreply template...
--------------------------------------------------------
Subject: AutoReply: {$Ticket->Subject}


Greetings { $Transaction->CurrentUser->Name },

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
	"{$Ticket->Subject()}", 
a summary of which appears below.
------------------------------------------------------------

The result came out as ...

Greetings RT_System,

This message has been automatically generated in response to the creation of a trouble ticket regarding:
	"COLLECTSVR/Data Disk E Used above 85% for 15 min.", 
a summary of which appears below.


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Ruslan U. Zakirov
> Sent: Tuesday, October 19, 2004 12:32 AM
> To: Paul Porter
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom AutoReply
> 
> I'm terribly sorry. It's my fault. Change 'TransactionObj' to
> 'Transaction'.
> 
> Paul Porter wrote:
> > Hi Ruslan,
> >
> > I tried your suggestion and this is the error the email requestor
> > receieves:
> > 
 
--------------------------------------------------------
 
This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. 
--------------------------------------------------------
 
 
  


From matthew.watson at staff.netspace.net.au  Tue Oct 19 21:39:54 2004
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Wed, 20 Oct 2004 11:39:54 +1000
Subject: [rt-users] Seg fault with make testdeps (rt 3.2.2)
Message-ID: <56F211C5E3F24F47B103EA1B253822BE24345D@vic-cr-ex1.staff.netspace.net.au>

Heya.

 

Any hints as to what could be causing this.

 

 [root at stratus rt-3.2.2]# make testdeps

/usr/local/bin/perl ./sbin/rt-test-dependencies --verbose --with-Oracle

perl:

        5.8.3...found

users:

        rt group (rt)...MISSING

        bin owner (root)...found

        libs owner (root)...found

        libs group (bin)...found

        web owner (www)...MISSING

        web group (www)...MISSING

ORACLE dependencies:

        DBD::Oracle ...MISSING

MASON dependencies:

make: *** [testdeps] Segmentation fault (core dumped)

[root at stratus rt-3.2.2]#

 

 

 

I've check the mason dependencies manually and they are all installed, 

 

The system is Dual CPU p4, running redhat. Perl 5.8.5

 

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 
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From Brobson at betrusted.com  Wed Oct 20 00:48:21 2004
From: Brobson at betrusted.com (Ben Robson)
Date: Wed, 20 Oct 2004 14:48:21 +1000
Subject: [rt-users] Additional Statuses
Message-ID: 

Hey all,
 
I am attempting to add some additional status values (beyond: new, open,
rejected, etc...).
 
As indicated by the subject of this email I have located some previous
threads on this issue, and have tried modifying the Queue_Overlay and
creating a Queue_Local.pm file with altered @STATUS array values.
However having done this the new statuses are not appearing in the drop
down lists for tickets.
 
Any suggestions appreciated.
 
Regards,
BenR
 
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From smuller at netcommplete.com.au  Wed Oct 20 02:43:05 2004
From: smuller at netcommplete.com.au (Scott Muller)
Date: Wed, 20 Oct 2004 16:43:05 +1000
Subject: [rt-users] Additional Statuses
In-Reply-To: 
Message-ID: <000601c4b670$1a8ff190$7264a8c0@netcommplete.lan>

> I am attempting to add some additional status values (beyond: 
> new, open, rejected, etc.).
>  
> As indicated by the subject of this email I have located some 
> previous threads on this issue, and have tried modifying the 
> Queue_Overlay and creating a Queue_Local.pm file with altered 
> @STATUS array values.  However having done this the new 
> statuses are not appearing in the drop down lists for tickets.
>  
> Any suggestions appreciated.

Ben,

This is what I did. A smarter cookie may jump in and correct me !

in "lib/RT/Queue_Overlay.pm" I changed the following lines

@ACTIVE_STATUS = qw(new open stalled active);
@INACTIVE_STATUS = qw(resolved rejected deleted checked invoiced);

I also added/updated the comments just below

# $self->loc('checked'); # For the string extractor to get a string to
localize
# $self->loc('invoiced'); # For the string extractor to get a string to
localize

Then you can access the new status in scripts etc.
I think there is some more info at http://wiki.bestpractical.com

HTH

--

Scott Muller 



From george at otenet-telecom.com  Wed Oct 20 04:24:32 2004
From: george at otenet-telecom.com (George Karaolides)
Date: Wed, 20 Oct 2004 11:24:32 +0300
Subject: [rt-users] RT3 sending comment emails twice
Message-ID: <1098260671.7322.17.camel@cordelia.planitis.net>

Greetings all,

After an upgrade from RT2 to RT3, I am having a problem with RT sending
comment emails to queue watchers twice.  Moreover, if the comment is
sent from an outside requestor, it is sent to watchers three times.

I have tried my best to look up the problem in previous list posts and
FAQ without much success.

Relevant info:

RT running on Debian GNU/Linux "sarge" (testing), installed using the
Debian packages.

# uname -a
Linux oberon 2.4.27-1-686-smp #1 SMP Fri Sep 3 06:34:36 UTC 2004 i686
GNU/Linux

# cat /usr/share/request-tracker3/lib/RT.pm | grep VERSION
$VERSION = '3.0.11';

# perl -v
This is perl, v5.8.4 built for i386-linux-thread-multi

# perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION;'
1.01

# apache2 -v
Server version: Apache/2.0.52

# mysql -V
mysql  Ver 12.22 Distrib 4.0.21, for pc-linux-gnu (i386)

# cat /var/log/apache2/error.log | grep mod_perl | tail -n 1 | awk
'{print $7,$8,$9,$10}'
Apache/2.0.52 (Debian GNU/Linux) mod_perl/1.99_14 Perl/v5.8.4
PHP/4.3.9-1

-- 
Best regards,

George Karaolides
System Administrator

OTEnet Telecom
20 Ayias Paraskevis St.
CY-2002 Strovolos, Nicosia, Cyprus

tel:   +357 22 693333
fax:   +357 22 455686

www.otenet-telecom.com

Confidentiality notice and disclaimer applies:
http://www.otenet-telecom.com/Disclaimer.html



From Ruslan.Zakirov at acronis.com  Wed Oct 20 05:00:33 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 20 Oct 2004 13:00:33 +0400
Subject: [rt-users] RT3 sending comment emails twice
In-Reply-To: <1098260671.7322.17.camel@cordelia.planitis.net>
References: <1098260671.7322.17.camel@cordelia.planitis.net>
Message-ID: <41762931.6070005@acronis.com>

Check all your scrips. IMHO there is duplications after upgrade.

George Karaolides wrote:
> Greetings all,
> 
> After an upgrade from RT2 to RT3, I am having a problem with RT sending
> comment emails to queue watchers twice.  Moreover, if the comment is
> sent from an outside requestor, it is sent to watchers three times.
> 
> I have tried my best to look up the problem in previous list posts and
> FAQ without much success.
> 
> Relevant info:
> 
> RT running on Debian GNU/Linux "sarge" (testing), installed using the
> Debian packages.
> 
> # uname -a
> Linux oberon 2.4.27-1-686-smp #1 SMP Fri Sep 3 06:34:36 UTC 2004 i686
> GNU/Linux
> 
> # cat /usr/share/request-tracker3/lib/RT.pm | grep VERSION
> $VERSION = '3.0.11';
> 
> # perl -v
> This is perl, v5.8.4 built for i386-linux-thread-multi
> 
> # perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION;'
> 1.01
> 
> # apache2 -v
> Server version: Apache/2.0.52
> 
> # mysql -V
> mysql  Ver 12.22 Distrib 4.0.21, for pc-linux-gnu (i386)
> 
> # cat /var/log/apache2/error.log | grep mod_perl | tail -n 1 | awk
> '{print $7,$8,$9,$10}'
> Apache/2.0.52 (Debian GNU/Linux) mod_perl/1.99_14 Perl/v5.8.4
> PHP/4.3.9-1
> 



From cliff.flood at voxpilot.com  Wed Oct 20 05:18:36 2004
From: cliff.flood at voxpilot.com (Cliff Flood)
Date: Wed, 20 Oct 2004 10:18:36 +0100
Subject: [rt-users] Performance Issues
In-Reply-To: <8858F7B4353CDD4F98E28CCF88FD3992023495EF@madison>
References: <8858F7B4353CDD4F98E28CCF88FD3992023495EF@madison>
Message-ID: <41762D6C.7070602@voxpilot.com>

Kevin Sonney wrote:
> I had this same problem and unpgraded MySQL to 4.0 and all has been
> well.

What we see when a ticket is being served is an Apache CPU spike for the 
duration of the serve and a small MySQL spike just after the request is 
made. This leads me to believe the poor performance is the fault of 
Apache+mod_perl
Also, I would have expected the change to InnoDB tables to have given a 
performance boost if a slow DB was at fault.

Can you suggest how MySQL 4 might produce better results? Does RT use 
different queries with the newer MySQL?

This also leads me to another question, does anyone have any suggestions 
  or tips on how to debug mod_perl or on general tips for improving 
mod_perl performance. I really would like to get to the bottom of this 
and all help is appreciated.


> -----Original Message-----
> From: Cliff Flood [mailto:cliff.flood at voxpilot.com] 
> Sent: Tuesday, October 19, 2004 9:38 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Performance Issues
> 
> 
> Hi Guys,
> 
> We have an RT install that is performing quite poorly. Tickets take 
> quite a few seconds to open, sometimes 20 or more, depending on the 
> number of replies/comments. Our system has 896 tickets at present.
> 
> We were running 3.0.11. I upgraded to 3.2.2 hoping I might see some 
> performance gains but unfortunately I didn't.
> 
> I changed my MySQL (3.23.49) tables from MyISAM to InnoDB with no 
> discernible performance gain.
> 
> Applied some (Kernel shared memory, MySQL buffers) of the suggestions 
> from the PerformanceTuning[1] section of the WiKi, again with no 
> noticeable increase in performance. Upgraded DBIx::SearchBuilder to 1.11
> 
> Other pertinent stats;
> 
> Apache 1.3.31
> Perl 5.8.4
> Linux 2.4.7-10smp
> Dual PIII 500Mhz
> 512MB RAM
> 2 reasonably fast 10,000rpm SCSI discs in RAID 1.
> 
> When a ticket is being served I can see Apache using 99% CPU time for 
> the duration of the serve.
> 
> I've done much reading of the available docs. and mailing list archives.
> 
> I'm not quite sure what I should look at next. I know this class of 
> problem seems to be common. I haven't seen any definitive answers. Any 
> pointers would be appreciated.
> 
> 1. http://wiki.bestpractical.com/index.cgi?PerformanceTuning

-- 
Cliff Flood
Systems Administrator
V O X P I L O T
+353 1 209 1924


From george at otenet-telecom.com  Wed Oct 20 05:27:48 2004
From: george at otenet-telecom.com (George Karaolides)
Date: Wed, 20 Oct 2004 12:27:48 +0300
Subject: [rt-users] RT3 sending comment emails twice
In-Reply-To: <41762931.6070005@acronis.com>
References: <1098260671.7322.17.camel@cordelia.planitis.net>
	<41762931.6070005@acronis.com>
Message-ID: <1098264468.3280.8.camel@localhost.localdomain>

On Wed, 2004-10-20 at 12:00, Ruslan U. Zakirov wrote:

> Check all your scrips. IMHO there is duplications after upgrade.

Many thanks!  That was indeed the case.  Deleting the duplicates solved
the problem.

-- 
George Karaolides
System Administrator

OTEnet Telecom
20 Ayias Paraskevis St.
CY-2002 Strovolos, Nicosia, Cyprus

tel:   +357 22 693333
fax:   +357 22 455686

www.otenet-telecom.com

Confidentiality notice and disclaimer applies:
http://www.otenet-telecom.com/Disclaimer.html



From tim at ccc.de  Wed Oct 20 08:35:41 2004
From: tim at ccc.de (Tim Pritlove)
Date: Wed, 20 Oct 2004 14:35:41 +0200
Subject: [rt-users] Using custom fields for URLs
Message-ID: <8E12ADEE-2294-11D9-B556-000A95D7D56A@ccc.de>

Hi,

we are using custom field for storing URLs related to the ticket on 
other sites (internal web-based database, wiki).

Is there any way to make RT "know" that these are in fact URLs so that 
it can display the links as links and not as text?

The two things I'd like to overcome are:

- the screen real estate wasted by terribly long URLs
- the need to manually copy and paste the URL to get to the associated 
page

Greetings
Tim
------
Tim Pritlove, Discordian Evangelist
 
 
Project Blinkenlights 
------
"We have Ph.D.s here who know the stuff cold, and we don't
believe it's possible to protect digital content" -- Steve Jobs



From chrislist at de-punkt.de  Wed Oct 20 09:14:22 2004
From: chrislist at de-punkt.de (Christopher Kunz)
Date: Wed, 20 Oct 2004 15:14:22 +0200
Subject: [rt-users] Keep RT from autoconversion
In-Reply-To: <0B57B552-2004-11D9-923F-000A95D7D56A@ccc.de>
References: <416E9239.7070905@de-punkt.de>
	
	<0B57B552-2004-11D9-923F-000A95D7D56A@ccc.de>
Message-ID: <417664AE.1080903@de-punkt.de>

Tim Pritlove wrote:

> I need to give further feedback on this as we have had a mod_perl 
> configuration error that kept the fix from working.
> 
> So: Updating Perl from 5.8.0 to 5.8.5 DID solve the problem!

After a bit of meddling around with our perl installation, I concur. At 
least AFAICS.

Regards,

--ck


From niels=rt at bakker.net  Wed Oct 20 09:52:59 2004
From: niels=rt at bakker.net (Niels Bakker)
Date: Wed, 20 Oct 2004 15:52:59 +0200
Subject: [rt-users] Using custom fields for URLs
In-Reply-To: <8E12ADEE-2294-11D9-B556-000A95D7D56A@ccc.de>
References: <8E12ADEE-2294-11D9-B556-000A95D7D56A@ccc.de>
Message-ID: <20041020135259.GS1190@snowcrash.tpb.net>

Hi Tim,

* tim at ccc.de (Tim Pritlove) [Wed 20 Oct 2004, 14:36 CEST]:
> Is there any way to make RT "know" that these are in fact URLs so that 
> it can display the links as links and not as text?

Although it won't solve the non-wrapping of overly long URLs, try the
attached patch to make links clickable.  Naming the anchor shouldn't be
a major overhaul.

Good reasons exist for this functionality to have been removed from RT2
to RT3.  Please be aware that this can be a security issue (XSS).

The regexp is based on http://www.foad.org/~abigail/Perl/url2.html

Cheers,


	-- Niels.

-- 
-------------- next part --------------
--- html/Ticket/Elements/ShowMessageStanza	2004-02-13 19:21:02.000000000 +0100
+++ html/local/Ticket/Elements/ShowMessageStanza	2004-10-20 15:45:51.000000000 +0200
@@ -37,6 +37,9 @@
         $m->comp('/Elements/Callback', content => \$content, %ARGS);
                 $content =~ s/\n/
/gi;
 
+        # Make URLs in plaintext clickable.  This is dangerous!
+        $content =~ s@(http://(?:(?:(?:(?:(?:[a-zA-Z\d](?:(?:[a-zA-Z\d]|-)*[a-zA-Z\d])?)\.)*(?:[a-zA-Z](?:(?:[a-zA-Z\d]|-)*[a-zA-Z\d])?))|(?:(?:\d+)(?:\.(?:\d+)){3}))(?::(?:\d+))?)(?:/(?:(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2}))|[;:\@&=])*)(?:/(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2}))|[;:\@&=])*))*)(?:\?(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2}))|[;:\@&=])*))?)?)|(?:ftp://(?:(?:(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2}))|[;?&=])*)(?::(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2}))|[;?&=])*))?\@)?(?:(?:(?:(?:(?:[a-zA-Z\d](?:(?:[a-zA-Z\d]|-)*[a-zA-Z\d])?)\.)*(?:[a-zA-Z](?:(?:[a-zA-Z\d]|-)*[a-zA-Z\d])?))|(?:(?:\d+)(?:\.(?:\d+)){3}))(?::(?:\d+))?))(?:/(?:(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2}))|[?:\@&=])*)(?:/(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2}))|[?:\@&=])*))*)(?:;type=[AIDaid])?)?)|(?:mailto:(?:(?:[a-zA-Z\d$\-_.+!*'(),;/?:\@&=]|(?:%[a-fA-F\d]{2}))+))@$1@g;
+
 
 <%$content |n%>

 %       }

From lists.fsck.com at okra.org  Wed Oct 20 11:25:35 2004
From: lists.fsck.com at okra.org (Dan Fulbright)
Date: Wed, 20 Oct 2004 10:25:35 -0500
Subject: [rt-users] saved searches not being saved
Message-ID: <4176836F.5030605@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?

Thanks in advance.

Dan Fulbright
Tulsa, Oklahoma, USA


From neville_hobson at mentorg.com  Wed Oct 20 12:39:36 2004
From: neville_hobson at mentorg.com (Hobson, Neville)
Date: Wed, 20 Oct 2004 17:39:36 +0100
Subject: [rt-users] Passwords
Message-ID: <40A2891842052B40BF0AD6E6A83A9FA05728DD@svr-gbn-exc-02.mgc.mentorg.com>

If you setup to use WebExternalAuth do new users still require password
to be setup in RT?
If so, do you need to delete passwords from existing users?
 
Neville
 
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From rt at chaka.net  Wed Oct 20 12:04:34 2004
From: rt at chaka.net (Todd Chapman)
Date: Wed, 20 Oct 2004 12:04:34 -0400
Subject: [rt-users] Passwords
In-Reply-To: <40A2891842052B40BF0AD6E6A83A9FA05728DD@svr-gbn-exc-02.mgc.mentorg.com>
References: <40A2891842052B40BF0AD6E6A83A9FA05728DD@svr-gbn-exc-02.mgc.mentorg.com>
Message-ID: <20041020160434.GM10762@chaka.net>

No, new user don't need a password in RT.

You don't need to delete existing passwords either.

-Todd

On Wed, Oct 20, 2004 at 05:39:36PM +0100, Hobson, Neville wrote:
> If you setup to use WebExternalAuth do new users still require password
> to be setup in RT?
> If so, do you need to delete passwords from existing users?
>  
> Neville
>  

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com


From neville_hobson at mentorg.com  Wed Oct 20 12:58:38 2004
From: neville_hobson at mentorg.com (Hobson, Neville)
Date: Wed, 20 Oct 2004 17:58:38 +0100
Subject: [rt-users] Passwords
Message-ID: <40A2891842052B40BF0AD6E6A83A9FA05728EF@svr-gbn-exc-02.mgc.mentorg.com>

Okay thanks.
Then I have something else wrong, because after I get past the apache
login prompt, I still get to the RT login page. I thought it might be
because I had a password setup.
I'm on windows by the way.

Neville 

-----Original Message-----
From: Todd Chapman [mailto:rt at chaka.net] 
Sent: 20 October 2004 17:05
To: Hobson, Neville
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Passwords

No, new user don't need a password in RT.

You don't need to delete existing passwords either.

-Todd

On Wed, Oct 20, 2004 at 05:39:36PM +0100, Hobson, Neville wrote:
> If you setup to use WebExternalAuth do new users still require 
> password to be setup in RT?
> If so, do you need to delete passwords from existing users?
>  
> Neville
>  

> _______________________________________________
> 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  Wed Oct 20 13:03:53 2004
From: seph at directionless.org (seph)
Date: Wed, 20 Oct 2004 13:03:53 -0400
Subject: [rt-users] Re: mail gateway doesn't work
In-Reply-To: <1098219384.3433.19.camel@celery> (Tom Vier's message of "Tue,
	19 Oct 2004 16:56:24 -0400")
References: <1098219384.3433.19.camel@celery>
Message-ID: 

> i'm trying to debug the problem, but i'm not sure where else to look. 

> here's the output of rt-mailgate --debug --queue General --action
> correspond --url http://192.168.255.90/rt/ 
> The RT server which handled your email did not behave as expected. It
> said:
>
> temporary failure

well, if you read that message, rt-mailgate says the server said
"temporary failure" so what's in the server logs?

seph


From sheeri.kritzer at tufts.edu  Wed Oct 20 13:32:44 2004
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Wed, 20 Oct 2004 13:32:44 -0400
Subject: [rt-users] searching for users takes forever
Message-ID: <1098293564.4176a13cea134@webmail.tufts.edu>

Hey all,

When I attempt to add a user to a group, it takes forever searching for the 
possible members to add.  This is because there are so many names to search for 
-- there are almost 6000 names in our database, since RT makes an entry for each 
distinct requestor.  

I searched the archives, and a contract with RT support is in the works (it 
takes a long long long time, as I work for a university).  Anyway, I was 
wondering if there's an easy fix to get RT to include, when adding members to a 
group, ONLY users who have access AND rights to RT -- otherwise it goes to look 
for way too many users.  

I also can't really imagine why anyone would want to add someone into a group, 
who doesn't have rights to access rt.  Can someone give me a scenario?


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






From jesse at bestpractical.com  Wed Oct 20 15:55:58 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 20 Oct 2004 15:55:58 -0400
Subject: [rt-users] searching for users takes forever
In-Reply-To: <1098293564.4176a13cea134@webmail.tufts.edu>
References: <1098293564.4176a13cea134@webmail.tufts.edu>
Message-ID: <20041020195558.GZ17824@pallas.eruditorum.org>





On Wed, Oct 20, 2004 at 01:32:44PM -0400, Sheeri Kritzer wrote:
> Hey all,
> 
> When I attempt to add a user to a group, it takes forever searching for the 
> possible members to add.  This is because there are so many names to search for 
> -- there are almost 6000 names in our database, since RT makes an entry for each 
> distinct requestor.  

Have you turned on mysql's logging? If so, what database queries is RT
doing?

	-j


> I also can't really imagine why anyone would want to add someone into a group, 
> who doesn't have rights to access rt.  Can someone give me a scenario?
 
Managing all your customers by adding them to groups for the
organizations they work for is a common case. That wy you can grant
unprivileged users more rights like "SeeQueue" and "CreateTicket" for
queues that are relevant to them.


> -Sheeri Kritzer
> Systems Administrator
> University Systems Group
> Tufts University
> 617-627-3925
> sheeri.kritzer at tufts.edu
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
> 

-- 


From contractor6 at match.com  Wed Oct 20 16:24:30 2004
From: contractor6 at match.com (Rodney Caston)
Date: Wed, 20 Oct 2004 15:24:30 -0500
Subject: [rt-users] Max Attachement Size?
Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27D25@da0shme010.match.corp>

Is there a maximum attachment size of a file for RT?


From rt at chaka.net  Wed Oct 20 16:07:53 2004
From: rt at chaka.net (Todd Chapman)
Date: Wed, 20 Oct 2004 16:07:53 -0400
Subject: [rt-users] searching for users takes forever
In-Reply-To: <20041020195558.GZ17824@pallas.eruditorum.org>
References: <1098293564.4176a13cea134@webmail.tufts.edu>
	<20041020195558.GZ17824@pallas.eruditorum.org>
Message-ID: <20041020200753.GN10762@chaka.net>

Did you just say that you can add an unprivileged user to a group?

On Wed, Oct 20, 2004 at 03:55:58PM -0400, Jesse Vincent wrote:
> 
> 
> > I also can't really imagine why anyone would want to add someone into a group, 
> > who doesn't have rights to access rt.  Can someone give me a scenario?
>  
> Managing all your customers by adding them to groups for the
> organizations they work for is a common case. That wy you can grant
> unprivileged users more rights like "SeeQueue" and "CreateTicket" for
> queues that are relevant to them.
> 
> 


From jesse at bestpractical.com  Wed Oct 20 16:51:37 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 20 Oct 2004 16:51:37 -0400
Subject: [rt-users] searching for users takes forever
In-Reply-To: <20041020200753.GN10762@chaka.net>
References: <1098293564.4176a13cea134@webmail.tufts.edu>
	<20041020195558.GZ17824@pallas.eruditorum.org>
	<20041020200753.GN10762@chaka.net>
Message-ID: <20041020205137.GA17824@pallas.eruditorum.org>




On Wed, Oct 20, 2004 at 04:07:53PM -0400, Todd Chapman wrote:
> Did you just say that you can add an unprivileged user to a group?

Yeah. Though the UI may currently prevent it.


> On Wed, Oct 20, 2004 at 03:55:58PM -0400, Jesse Vincent wrote:
> > 
> > 
> > > I also can't really imagine why anyone would want to add someone into a group, 
> > > who doesn't have rights to access rt.  Can someone give me a scenario?
> >  
> > Managing all your customers by adding them to groups for the
> > organizations they work for is a common case. That wy you can grant
> > unprivileged users more rights like "SeeQueue" and "CreateTicket" for
> > queues that are relevant to them.
> > 
> > 
> 

-- 


From rt at chaka.net  Wed Oct 20 16:21:01 2004
From: rt at chaka.net (Todd Chapman)
Date: Wed, 20 Oct 2004 16:21:01 -0400
Subject: [rt-users] searching for users takes forever
In-Reply-To: <20041020205137.GA17824@pallas.eruditorum.org>
References: <1098293564.4176a13cea134@webmail.tufts.edu>
	<20041020195558.GZ17824@pallas.eruditorum.org>
	<20041020200753.GN10762@chaka.net>
	<20041020205137.GA17824@pallas.eruditorum.org>
Message-ID: <20041020202101.GO10762@chaka.net>

It's does prevent it.

On Wed, Oct 20, 2004 at 04:51:37PM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Wed, Oct 20, 2004 at 04:07:53PM -0400, Todd Chapman wrote:
> > Did you just say that you can add an unprivileged user to a group?
> 
> Yeah. Though the UI may currently prevent it.
> 
> 
> > On Wed, Oct 20, 2004 at 03:55:58PM -0400, Jesse Vincent wrote:
> > > 
> > > 
> > > > I also can't really imagine why anyone would want to add someone into a group, 
> > > > who doesn't have rights to access rt.  Can someone give me a scenario?
> > >  
> > > Managing all your customers by adding them to groups for the
> > > organizations they work for is a common case. That wy you can grant
> > > unprivileged users more rights like "SeeQueue" and "CreateTicket" for
> > > queues that are relevant to them.
> > > 
> > > 
> > 
> 
> -- 


From sheeri.kritzer at tufts.edu  Wed Oct 20 18:11:45 2004
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Wed, 20 Oct 2004 18:11:45 -0400
Subject: [rt-users] searching for users takes forever
In-Reply-To: <20041020205137.GA17824@pallas.eruditorum.org>
References: <1098293564.4176a13cea134@webmail.tufts.edu>
	<20041020195558.GZ17824@pallas.eruditorum.org>
	<20041020200753.GN10762@chaka.net>
	<20041020205137.GA17824@pallas.eruditorum.org>
Message-ID: <1098310305.4176e2a13b5b6@webmail.tufts.edu>

Actually, my problem is that the UI is NOT specifically preventing it.  

(we're running 3.0.11, by the way)

The query seems to be this (from the slow queries log):

SELECT DISTINCT main.* FROM Users main , Principals Principals_1, 
CachedGroupMembers CachedGroupMembers_2  WHERE ((CachedGroupMembers_2.GroupId = 
'4')) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 
'User')) AND ((Principals_1.id = CachedGroupMembers_2.MemberId)) AND ((main.id = 
Principals_1.id)or(main.id != '1')or(main.id != '10')) ORDER BY main.Name ASC;

We're using mysql, and when I run the query from the commandline, there are:
5900 rows in set and it takes 2 min 22.01 sec.

I hope the following is readable.  I think that's all you need (or more than you 
need). . .we're using MySQL 4.0.14.

mysql> show indexes from Users;
+-------+------------+----------+--------------+--------------+-----------+-----
--------+----------+--------+------+------------+---------+
| Table | Non_unique | Key_name | Seq_in_index | Column_name  | Collation | 
Cardinality | Sub_part | Packed | Null | Index_type | Comment |
+-------+------------+----------+--------------+--------------+-----------+-----
--------+----------+--------+------+------------+---------+
| Users |          0 | PRIMARY  |            1 | id           | A         |      
  5496 |     NULL | NULL   |      | BTREE      |         |
| Users |          0 | Users1   |            1 | Name         | A         |      
  5496 |     NULL | NULL   |      | BTREE      |         |
| Users |          1 | Users2   |            1 | Name         | A         |      
  5496 |     NULL | NULL   |      | BTREE      |         |
| Users |          1 | Users3   |            1 | id           | A         |      
  5496 |     NULL | NULL   |      | BTREE      |         |
| Users |          1 | Users3   |            2 | EmailAddress | A         |      
  5496 |     NULL | NULL   | YES  | BTREE      |         |
| Users |          1 | Users4   |            1 | EmailAddress | A         |      
  5496 |     NULL | NULL   | YES  | BTREE      |         |
+-------+------------+----------+--------------+--------------+-----------+-----
--------+----------+--------+------+------------+---------+
6 rows in set (0.01 sec)


mysql> show indexes from Principals;
+------------+------------+--------------------+--------------+---------------+-
----------+-------------+----------+--------+------+------------+---------+
| Table      | Non_unique | Key_name           | Seq_in_index | Column_name   | 
Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
+------------+------------+--------------------+--------------+---------------+-
----------+-------------+----------+--------+------+------------+---------+
| Principals |          0 | PRIMARY            |            1 | id            | 
A         |      101527 |     NULL | NULL   |      | BTREE      |         |
| Principals |          1 | Principals2        |            1 | ObjectId      | 
A         |      101527 |     NULL | NULL   | YES  | BTREE      |         |
| Principals |          1 | user_PrincipalType |            1 | PrincipalType | 
A         |           4 |     NULL | NULL   |      | BTREE      |         |
+------------+------------+--------------------+--------------+---------------+-
----------+-------------+----------+--------+------+------------+---------+
3 rows in set (0.09 sec)

mysql> show indexes from CachedGroupMembers;
+--------------------+------------+------------+--------------+-------------+---
--------+-------------+----------+--------+------+------------+---------+
| Table              | Non_unique | Key_name   | Seq_in_index | Column_name | 
Collation | Cardinality | Sub_part | Packed | Null | Index_type | 
Comment |
+--------------------+------------+------------+--------------+-------------+---
--------+-------------+----------+--------+------+------------+---------+
| CachedGroupMembers |          0 | PRIMARY    |            1 | id          | A  
       |      223695 |     NULL | NULL   |      | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId     | A  
       |      223695 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem |            2 | MemberId    | A  
       |      223695 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem |            3 | Disabled    | A  
       |      223695 |     NULL | NULL   |      | BTREE      |         |
| CachedGroupMembers |          1 | GrouMem    |            1 | GroupId     | A  
       |      223695 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | GrouMem    |            2 | MemberId    | A  
       |      223695 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | GrouMem1   |            1 | MemberId    | A  
       |      223695 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | group1     |            1 | GroupId     | A  
       |      223695 |     NULL | NULL   | YES  | BTREE      |         |
+--------------------+------------+------------+--------------+-------------+---
--------+-------------+----------+--------+------+------------+---------+
8 rows in set (0.28 sec)




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


Quoting Jesse Vincent :

> 
> 
> 
> On Wed, Oct 20, 2004 at 04:07:53PM -0400, Todd Chapman wrote:
> > Did you just say that you can add an unprivileged user to a group?
> 
> Yeah. Though the UI may currently prevent it.
> 
> 
> > On Wed, Oct 20, 2004 at 03:55:58PM -0400, Jesse Vincent wrote:
> > > 
> > > 
> > > > I also can't really imagine why anyone would want to add someone into a
> group, 
> > > > who doesn't have rights to access rt.  Can someone give me a scenario?
> > >  
> > > Managing all your customers by adding them to groups for the
> > > organizations they work for is a common case. That wy you can grant
> > > unprivileged users more rights like "SeeQueue" and "CreateTicket" for
> > > queues that are relevant to them.
> > > 
> > > 
> > 
> 
> -- 
> 



From jesse at bestpractical.com  Wed Oct 20 18:16:47 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 20 Oct 2004 18:16:47 -0400
Subject: [rt-users] searching for users takes forever
In-Reply-To: <1098310305.4176e2a13b5b6@webmail.tufts.edu>
References: <1098293564.4176a13cea134@webmail.tufts.edu>
	<20041020195558.GZ17824@pallas.eruditorum.org>
	<20041020200753.GN10762@chaka.net>
	<20041020205137.GA17824@pallas.eruditorum.org>
	<1098310305.4176e2a13b5b6@webmail.tufts.edu>
Message-ID: <20041020221646.GC17824@pallas.eruditorum.org>




On Wed, Oct 20, 2004 at 06:11:45PM -0400, Sheeri Kritzer wrote:
> Actually, my problem is that the UI is NOT specifically preventing it.  
> 
> (we're running 3.0.11, by the way)
> 
> The query seems to be this (from the slow queries log):
> 
> SELECT DISTINCT main.* FROM Users main , Principals Principals_1, 
> CachedGroupMembers CachedGroupMembers_2  WHERE ((CachedGroupMembers_2.GroupId = 
> '4')) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 
> 'User')) AND ((Principals_1.id = CachedGroupMembers_2.MemberId)) AND ((main.id = 
> Principals_1.id)or(main.id != '1')or(main.id != '10')) ORDER BY main.Name ASC;
> 
> We're using mysql, and when I run the query from the commandline, there are:
> 5900 rows in set and it takes 2 min 22.01 sec.
> 
> I hope the following is readable.  I think that's all you need (or more than you 
> need). . .we're using MySQL 4.0.14.


Well, we'd  also need "EXPLAIN SELECT ..." if the problem can't easily
be solved by upgrading to a current DBIx::SearchBuilder and/or RT
3.0.12. 

 AND ((main.id =  Principals_1.id)or(main.id != '1')or(main.id != '10')) 

I _know_ that query has been fixed already.  Those ORs should be ANDs




> mysql> show indexes from Users;
> +-------+------------+----------+--------------+--------------+-----------+-----
> --------+----------+--------+------+------------+---------+
> | Table | Non_unique | Key_name | Seq_in_index | Column_name  | Collation | 
> Cardinality | Sub_part | Packed | Null | Index_type | Comment |
> +-------+------------+----------+--------------+--------------+-----------+-----
> --------+----------+--------+------+------------+---------+
> | Users |          0 | PRIMARY  |            1 | id           | A         |      
>   5496 |     NULL | NULL   |      | BTREE      |         |
> | Users |          0 | Users1   |            1 | Name         | A         |      
>   5496 |     NULL | NULL   |      | BTREE      |         |
> | Users |          1 | Users2   |            1 | Name         | A         |      
>   5496 |     NULL | NULL   |      | BTREE      |         |
> | Users |          1 | Users3   |            1 | id           | A         |      
>   5496 |     NULL | NULL   |      | BTREE      |         |
> | Users |          1 | Users3   |            2 | EmailAddress | A         |      
>   5496 |     NULL | NULL   | YES  | BTREE      |         |
> | Users |          1 | Users4   |            1 | EmailAddress | A         |      
>   5496 |     NULL | NULL   | YES  | BTREE      |         |
> +-------+------------+----------+--------------+--------------+-----------+-----
> --------+----------+--------+------+------------+---------+
> 6 rows in set (0.01 sec)
> 
> 
> mysql> show indexes from Principals;
> +------------+------------+--------------------+--------------+---------------+-
> ----------+-------------+----------+--------+------+------------+---------+
> | Table      | Non_unique | Key_name           | Seq_in_index | Column_name   | 
> Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
> +------------+------------+--------------------+--------------+---------------+-
> ----------+-------------+----------+--------+------+------------+---------+
> | Principals |          0 | PRIMARY            |            1 | id            | 
> A         |      101527 |     NULL | NULL   |      | BTREE      |         |
> | Principals |          1 | Principals2        |            1 | ObjectId      | 
> A         |      101527 |     NULL | NULL   | YES  | BTREE      |         |
> | Principals |          1 | user_PrincipalType |            1 | PrincipalType | 
> A         |           4 |     NULL | NULL   |      | BTREE      |         |
> +------------+------------+--------------------+--------------+---------------+-
> ----------+-------------+----------+--------+------+------------+---------+
> 3 rows in set (0.09 sec)
> 
> mysql> show indexes from CachedGroupMembers;
> +--------------------+------------+------------+--------------+-------------+---
> --------+-------------+----------+--------+------+------------+---------+
> | Table              | Non_unique | Key_name   | Seq_in_index | Column_name | 
> Collation | Cardinality | Sub_part | Packed | Null | Index_type | 
> Comment |
> +--------------------+------------+------------+--------------+-------------+---
> --------+-------------+----------+--------+------+------------+---------+
> | CachedGroupMembers |          0 | PRIMARY    |            1 | id          | A  
>        |      223695 |     NULL | NULL   |      | BTREE      |         |
> | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId     | A  
>        |      223695 |     NULL | NULL   | YES  | BTREE      |         |
> | CachedGroupMembers |          1 | DisGrouMem |            2 | MemberId    | A  
>        |      223695 |     NULL | NULL   | YES  | BTREE      |         |
> | CachedGroupMembers |          1 | DisGrouMem |            3 | Disabled    | A  
>        |      223695 |     NULL | NULL   |      | BTREE      |         |
> | CachedGroupMembers |          1 | GrouMem    |            1 | GroupId     | A  
>        |      223695 |     NULL | NULL   | YES  | BTREE      |         |
> | CachedGroupMembers |          1 | GrouMem    |            2 | MemberId    | A  
>        |      223695 |     NULL | NULL   | YES  | BTREE      |         |
> | CachedGroupMembers |          1 | GrouMem1   |            1 | MemberId    | A  
>        |      223695 |     NULL | NULL   | YES  | BTREE      |         |
> | CachedGroupMembers |          1 | group1     |            1 | GroupId     | A  
>        |      223695 |     NULL | NULL   | YES  | BTREE      |         |
> +--------------------+------------+------------+--------------+-------------+---
> --------+-------------+----------+--------+------+------------+---------+
> 8 rows in set (0.28 sec)
> 
> 
> 
> 
> -Sheeri Kritzer
> Systems Administrator
> University Systems Group
> Tufts University
> 617-627-3925
> sheeri.kritzer at tufts.edu
> 
> 
> Quoting Jesse Vincent :
> 
> > 
> > 
> > 
> > On Wed, Oct 20, 2004 at 04:07:53PM -0400, Todd Chapman wrote:
> > > Did you just say that you can add an unprivileged user to a group?
> > 
> > Yeah. Though the UI may currently prevent it.
> > 
> > 
> > > On Wed, Oct 20, 2004 at 03:55:58PM -0400, Jesse Vincent wrote:
> > > > 
> > > > 
> > > > > I also can't really imagine why anyone would want to add someone into a
> > group, 
> > > > > who doesn't have rights to access rt.  Can someone give me a scenario?
> > > >  
> > > > Managing all your customers by adding them to groups for the
> > > > organizations they work for is a common case. That wy you can grant
> > > > unprivileged users more rights like "SeeQueue" and "CreateTicket" for
> > > > queues that are relevant to them.
> > > > 
> > > > 
> > > 
> > 
> > -- 
> > 
> 

-- 


From maillist17 at compdes.com  Wed Oct 20 19:06:18 2004
From: maillist17 at compdes.com (Mail List17)
Date: Wed, 20 Oct 2004 19:06:18 -0400
Subject: [rt-users] Max Attachement Size?
Message-ID: <45C682011A31764FB82AF35284FC1FA706BF4E@emssvr01.compdes.com>

Look in in the file:

/usr/local/rt3/etc/RT_SiteConfig.pm

(Note "/usr/local/" may be something else on your system")


# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database.

# For mysql and oracle, we set this size at 10 megabytes.
# If you're running a postgres version earlier than 7.1, you will need
# to drop this to 8192. (8k)

Set($MaxAttachmentSize , 10000000);

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength.

Set($TruncateLongAttachments , undef);

# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength.

Set($DropLongAttachments , undef);



Cheers,
Sam


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rodney
Caston
Sent: Wednesday, October 20, 2004 4:25 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Max Attachement Size?


Is there a maximum attachment size of a file for RT?




From rjwsys at uniserve.com  Wed Oct 20 19:43:28 2004
From: rjwsys at uniserve.com (Robert Westendorp)
Date: Wed, 20 Oct 2004 16:43:28 -0700
Subject: [rt-users] Problems with dumpfile-to-rt-3.0
References: <1cce01c4b157$0e9f5290$d3a1f4cc@rob>
	<1098315668.17816.9.camel@turquoise.viatraining.com>
Message-ID: <076d01c4b6fe$9a298fe0$d3a1f4cc@rob>

No I haven't actually.

Has anyone other than us had this issue? If I comment out the user export
portion it can export the rest, but that doesn't help a whole lot.

Robert.

----- Original Message ----- 
From: "Christopher Martinsen" 
To: "Robert Westendorp" 
Sent: Wednesday, October 20, 2004 4:41 PM
Subject: Re: [rt-users] Problems with dumpfile-to-rt-3.0


> Hello there,
>
> Have you gotten any help on this bug?
> This is the one thing that is stalling my conversion to RT3 from RT2.
>
> chris
>
> On Wed, 2004-10-13 at 12:01, Robert Westendorp wrote:
> >  Some more info .. did some debugging and it appears that the code dies
> > here:
> >
> >          $users->UnLimit();
> >      }
> >      $users->{'find_disabled_rows'} = 1;
> >
> >      my @users;
> >      foreach my $user ( @{ $users->ItemsArrayRef })  {   <-----  This
line
> > is where it dies. I'm not 100% sure what this line does
> >          my $user_ds;
> >                  foreach my $param ( sort keys %$acc, 'id' ) {
> >              $user_ds->{$param} = $user->_Value($param)
> >                if ( $user->_Value($param) );
> >          }
> >
> >
> >  Exporting tickets/queues everything else is fine .. it's just the users
> > that
> >  is giving me a problem.
> >
> >  Robert.
> >
> > > ----- Original Message ----- 
> > > From: "Robert Westendorp" 
> > > To: 
> > > Sent: Tuesday, October 12, 2004 3:09 PM
> > > Subject: [Rt-devel] Problems with dumpfile-to-rt-3.0
> > >
> > >
> > > > Hi when I run dumpfile-to-rt-3.0 (v1.23) I'm getting reams of this
....
> > > any
> > > > ideas?
> > > >
> > > > uCreating user Unnamed user 251198
> > > > .[Tue Oct 12 22:08:48 2004] [error]: Could not create a new user -
> > > > (/usr/local/rt-3.2.2/lib/RT/User_Overlay.pm:26
> > > > 0)
> > > > Failed to create user for$VAR1 = {
> > > >           'CryptedPassword' => undef,
> > > >           'Name' => 'Unnamed user 251198'
> > > >
> > >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT wiki at http://wiki.bestpractical.com
> -- 
> Christopher Martinsen 1620 SW Taylor, Suite 200
> Network Systems Manager Portland, OR 97205
> Via Training 503.944.0957 ph
>
>    cmartinsen at viatraining.com
>



From rickm at 3d3.com  Wed Oct 20 20:22:57 2004
From: rickm at 3d3.com (Rick Measham)
Date: Thu, 21 Oct 2004 10:22:57 +1000
Subject: [rt-users] Public RTFM
Message-ID: <1098318177.17309.231.camel@rickm.local>

We're using RT with RTFM to handle support requests here. However we're
not letting user's log in. They go to a different interface to submit
their question. This means that we can ask them all sort of questions
and put all sort of validation on it. Including the ability to charge
them.

However, before we charge them we'd like them to be able to search RTFM.

1. Is there an existing publicly available way to access RTFM without
any sort of logging in?
2. or has anyone else written such a beast? (I'm thinking that it would
be best to just access the database rather than going through the API
for speed. We're not writing, and we're only reading in non-complicated
way?

Cheers!
Rick Measham
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From jesse at bestpractical.com  Wed Oct 20 20:25:36 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 20 Oct 2004 20:25:36 -0400
Subject: [rt-users] Public RTFM
In-Reply-To: <1098318177.17309.231.camel@rickm.local>
References: <1098318177.17309.231.camel@rickm.local>
Message-ID: <20041021002536.GE17824@pallas.eruditorum.org>




On Thu, Oct 21, 2004 at 10:22:57AM +1000, Rick Measham wrote:
> However, before we charge them we'd like them to be able to search RTFM.
> 
> 1. Is there an existing publicly available way to access RTFM without
> any sort of logging in?

Haul down RTFM 2.1 from subversion and have a go at it. It adds a number
of features geared toward public access.

	-j

> 2. or has anyone else written such a beast? (I'm thinking that it would
> be best to just access the database rather than going through the API
> for speed. We're not writing, and we're only reading in non-complicated
> way?
> 
> Cheers!
> Rick Measham



> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com

-- 


From peter.landy at utlsc.net  Wed Oct 20 20:57:27 2004
From: peter.landy at utlsc.net (Peter Landy)
Date: Thu, 21 Oct 2004 01:57:27 +0100
Subject: [rt-users] Install problem
Message-ID: 

I have installed the latest RT package on a fedora 1 system. The
installation went fine until trying to access the web site when I get the
message:
 

You're almost there!

You haven't yet configured your webserver to run RT. You appear to have
installed RT's web interface correctly, but haven't yet configured your web
server to "run" the RT server which powers the web interface. The next step
is to edit your webserver's configuration file to instruct it to use RT's
mod_perl, fastcgi or speedycgi handler. If you need commercial support,
please contact us at sales at bestpractical.com. 
 
Can anyone though light on this as I so far have not been able to resolve
the issue.
 
Regards
 
Peter Landy
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From doublethumb at gmail.com  Wed Oct 20 22:04:42 2004
From: doublethumb at gmail.com (T.K Venu)
Date: Thu, 21 Oct 2004 02:04:42 +0000
Subject: [rt-users] other domain
Message-ID: <1aa7d456041020190458a2679c@mail.gmail.com>

hlo 

now am using RT with cc option mail to single domain
now i want to known weather it work on 2 or 3 domain

venu
The doublethumb.........


From carl at vivitec.com.au  Wed Oct 20 21:54:40 2004
From: carl at vivitec.com.au (Carl Brewer)
Date: Thu, 21 Oct 2004 11:54:40 +1000
Subject: [rt-users] RT is hanging when trying to update tickets
Message-ID: <417716E0.20901@vivitec.com.au>


I'm running RT 3.2.2 (just upgraded now to see if it may have
helped, was running 3.2.1) on Redhat 7.3 with perl 5.8.3 on
modperl with apache 1.3.31

Just today, RT has started hanging when I try to
submit any changes to tickets - it queries ok, I can log in,
log out, list all tickets etc, but it hangs when I
go to an update ticket page - it's hard to describe, but it looks
like the page isn't loading completely, and httpd is going crazy
and using lots of CPU.

On Monday I upgraded DBIx:Searchsomething from CPAN to try and
resolve some performance issues after seeing a thread suggesting
it here, and at the time it seemed ok - we went from 0.99 to 1.11.
I *think* I restarted apache at the time, but am not 100% sure.

The last thing I see in any apache log files is :

x.x.x.x - - [21/Oct/2004:11:31:35 +1000] "GET /NoAuth/webrt.css 
HTTP/1.1" 200 7316 
"http://xxx.xxx.xxx/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=892" 
"Mozilla/5.0 (Windows; U; Windows NT 5.0; en-US; rv:1.7.3) Gecko/20040910"

and httpd is spinning, but doesn't seem to be doing anything.

I've restarted mysqld and httpd adnauseum, to no avail.

Can anyone suggest where I should look to try and get it running
again?  I'm kinda out of my depth (these things 'just work' usually!)
with debugging something broken in apache/modperl, and my users are
just a little ... upset!

thanks!

Carl



-- 
=======================
Vivitec Pty. Ltd.
Suite 6, 51-55 City Rd.
Southbank, 3006.
Ph. +61 3 8626 5626
Fax +61 3 9682 1000
=======================


From carl at vivitec.com.au  Wed Oct 20 22:48:00 2004
From: carl at vivitec.com.au (Carl Brewer)
Date: Thu, 21 Oct 2004 12:48:00 +1000
Subject: [rt-users] RT is hanging when trying to update tickets
In-Reply-To: <417716E0.20901@vivitec.com.au>
References: <417716E0.20901@vivitec.com.au>
Message-ID: <41772360.4010602@vivitec.com.au>


For the record, I had the same problem as Rich West :
http://lists.bestpractical.com/pipermail/rt-users/2004-October/026411.html

I didn't have rt3.Attributes in my database.  Funny that
it hadn't complained in the past though?  And under modperl,
no logs of anything error-ish that I could see.

Is it worth having something in the make update
that does a check of the database schema, to
catch lazy sods like me who don't do the upgrade
properly? :)

Carl

-- 
=======================
Vivitec Pty. Ltd.
Suite 6, 51-55 City Rd.
Southbank, 3006.
Ph. +61 3 8626 5626
Fax +61 3 9682 1000
=======================


From seph at directionless.org  Wed Oct 20 23:58:17 2004
From: seph at directionless.org (seph)
Date: Wed, 20 Oct 2004 23:58:17 -0400
Subject: [rt-users] Re: Install problem
In-Reply-To: 
	(Peter Landy's message of "Thu, 21 Oct 2004 01:57:27 +0100")
References: 
Message-ID: 

> Can anyone though light on this as I so far have not been able to resolve
> the issue.

Did you read the error?

> The next step is to edit your webserver's configuration file to
> instruct it to use RT's mod_perl, fastcgi or speedycgi handler. If
> you need commercial support, please contact us at
> sales at bestpractical.com.

Is this unclear? Did you read the install docs?

seph


From maillist17 at compdes.com  Thu Oct 21 01:01:58 2004
From: maillist17 at compdes.com (Mail List17)
Date: Thu, 21 Oct 2004 01:01:58 -0400
Subject: [rt-users] Install problem
Message-ID: <45C682011A31764FB82AF35284FC1FA706BF50@emssvr01.compdes.com>

Look at these two links:


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

Especially at the section "SETTING UP THE WEB INTERFACE"

 

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

Cheers,

Sam

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Peter Landy
Sent: Wednesday, October 20, 2004 8:57 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Install problem


I have installed the latest RT package on a fedora 1 system. The installation went fine until trying to access the web site when I get the message:
 


You're almost there!

You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. If you need commercial support, please contact us at sales at bestpractical.com. 
 
Can anyone though light on this as I so far have not been able to resolve the issue.
 
Regards
 
Peter Landy

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From maillist17 at compdes.com  Thu Oct 21 00:56:40 2004
From: maillist17 at compdes.com (Mail List17)
Date: Thu, 21 Oct 2004 00:56:40 -0400
Subject: [rt-users] Max Attachement Size?
Message-ID: <45C682011A31764FB82AF35284FC1FA706BF4F@emssvr01.compdes.com>

Look in in the file:

/usr/local/rt3/etc/RT_SiteConfig.pm

(Note "/usr/local/" may be something else on your system")


# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database.

# For mysql and oracle, we set this size at 10 megabytes.
# If you're running a postgres version earlier than 7.1, you will need
# to drop this to 8192. (8k)

Set($MaxAttachmentSize , 10000000);

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength.

Set($TruncateLongAttachments , undef);

# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength.

Set($DropLongAttachments , undef);



Cheers,
Sam


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rodney
Caston
Sent: Wednesday, October 20, 2004 4:25 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Max Attachement Size?


Is there a maximum attachment size of a file for RT?




From peter.landy at utlsc.net  Thu Oct 21 02:50:20 2004
From: peter.landy at utlsc.net (Peter Landy)
Date: Thu, 21 Oct 2004 07:50:20 +0100
Subject: [rt-users] RE: Install problem
In-Reply-To: 
Message-ID: 

Yes I did read the error and yes I did read the docs but unless I missed
something or a step there is nothing to resolve it there? I have installed
everything it said to install. The docs seem to run fine up until the point
of the apache setup then stop?

 

-----Original Message-----
From: seph [mailto:seph at directionless.org] 
Sent: 21 October 2004 04:58
To: peter.landy at utlsc.net
Cc: rt-users at lists.bestpractical.com
Subject: Re: Install problem

> Can anyone though light on this as I so far have not been able to 
> resolve the issue.

Did you read the error?

> The next step is to edit your webserver's configuration file to 
> instruct it to use RT's mod_perl, fastcgi or speedycgi handler. If you 
> need commercial support, please contact us at sales at bestpractical.com.

Is this unclear? Did you read the install docs?

seph




From Ruslan.Zakirov at acronis.com  Thu Oct 21 03:14:44 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 21 Oct 2004 11:14:44 +0400
Subject: [rt-users] other domain
In-Reply-To: <1aa7d456041020190458a2679c@mail.gmail.com>
References: <1aa7d456041020190458a2679c@mail.gmail.com>
Message-ID: <417761E4.6090202@acronis.com>

T.K Venu wrote:
> hlo 
> 
> now am using RT with cc option mail to single domain
> now i want to known weather it work on 2 or 3 domain
Unclear question. Please, give us more info.

> 
> venu
> The doublethumb.........
> _______________________________________________
> 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 Oct 21 03:24:53 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 21 Oct 2004 11:24:53 +0400
Subject: [rt-users] RT is hanging when trying to update tickets
In-Reply-To: <41772360.4010602@vivitec.com.au>
References: <417716E0.20901@vivitec.com.au> <41772360.4010602@vivitec.com.au>
Message-ID: <41776445.1060506@acronis.com>

Carl Brewer wrote:
> 
> For the record, I had the same problem as Rich West :
> http://lists.bestpractical.com/pipermail/rt-users/2004-October/026411.html
> 
> I didn't have rt3.Attributes in my database.  Funny that
> it hadn't complained in the past though?  And under modperl,
> no logs of anything error-ish that I could see.
http://wiki.bestpractical.com/index.cgi?Debug
"Logging into standalone file"
Turn on "warning" level at least and you'll see some records on almost 
all errors. IMHO this option is most useful for admins on any RT system.

> 
> Is it worth having something in the make update
> that does a check of the database schema, to
> catch lazy sods like me who don't do the upgrade
> properly? :)
> 
> Carl
> 



From Brobson at betrusted.com  Thu Oct 21 03:38:29 2004
From: Brobson at betrusted.com (Ben Robson)
Date: Thu, 21 Oct 2004 17:38:29 +1000
Subject: [rt-users] Additional Statuses
Message-ID: 

Scott/All,

Thanks for the reply.....

I have done exactly what you did, and no luck.

My investigations tell me that the "SelectStatus" script in
/lib/RT is selecting what statuses to display to the user based on
the queue that is currently selected [@status=$queue->StatusArray()],
where $queue is a call to RT::Queue($session{'CurrentUser'}), or
something to that effect.

The thing I now can't work out is where RT sets the relationship between
the statuses available and those available to the currently accessed
queue.

Any tips/thoughts appreciated.

BenR

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott
Muller
Sent: Wednesday, 20 October 2004 4:43 PM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Additional Statuses

> I am attempting to add some additional status values (beyond: 
> new, open, rejected, etc.).
>  
> As indicated by the subject of this email I have located some 
> previous threads on this issue, and have tried modifying the 
> Queue_Overlay and creating a Queue_Local.pm file with altered 
> @STATUS array values.  However having done this the new 
> statuses are not appearing in the drop down lists for tickets.
>  
> Any suggestions appreciated.

Ben,

This is what I did. A smarter cookie may jump in and correct me !

in "lib/RT/Queue_Overlay.pm" I changed the following lines

@ACTIVE_STATUS = qw(new open stalled active);
@INACTIVE_STATUS = qw(resolved rejected deleted checked invoiced);

I also added/updated the comments just below
# $self->loc('checked'); # For the string extractor to get a string to
localize
# $self->loc('invoiced'); # For the string extractor to get a string to
localize

Then you can access the new status in scripts etc.
I think there is some more info at http://wiki.bestpractical.com

HTH

--

Scott Muller 

_______________________________________________
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 Oct 21 03:47:38 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 21 Oct 2004 11:47:38 +0400
Subject: [rt-users] Where to look for info on setting custom requestor
In-Reply-To: <200410191619.09879.rt@brtnet.org>
References: <200410191619.09879.rt@brtnet.org>
Message-ID: <4177699A.5070904@acronis.com>

Bruce Timberlake wrote:
> I've checked the wiki and googled for terms I thought were appropriate, but 
> I'm getting nowhere.
> 
> Short version: Is it possible to have an email address from the body of an 
> initial ticket-creation email be used as the Requestor address, rather than 
> the "From:" header??
You can do it in different ways.
1) before RT
2) in RT


1) write email parser that overwrite mail headers according to info 
message body: change From header, subject etc. Only after it pipe it to 
mailgate. This allow you to hide your web form submitter from RT. RT 
will handle mail like it goes from customer directly.

2) use scrips to parse incoming messages and manipulate on allready 
created ticket and change all required fields.
http://wiki.bestpractical.com/index.cgi?Contributions has link on 
ExtractCustomFieldValues that allow you to extract custom fields from 
Email. See its code. It'll help you to understand how to get requestor 
and subject from mail, then see 
http://wiki.bestpractical.com/index.cgi?WriteCustomAction and this will 
help you to understand how to change ticket's subject and add new requestor.

> 
> 
> Long version: I'm using RT 3.2.1 to keep track of customer issues. The company 
> provides a web app to the customers, with a limited number of choices via 
> dropdowns and a few text fields, to notify the company of  problems, 
> questions, comments, etc. (basically a form to email setup).
> 
> The company had been tracking these via regular email, which did not work well 
> at all. Thus the need for a ticket system, and thus the RT implementation.
> 
> Once a customer submits a problem, the web system sends an email to RT (on a 
> physically separate server). The email is sent to the appropriate queue based 
> on the problem category the customer selects (queue-comment at example.org, 
> queue-outage at example.org, etc).
> 
> I have total control over the format/content of the email that is sent, so if 
> that makes things any easier for a solution, it's an option. Right now the 
> body of the ticket just shows as:
> 
>  Subject: testing
>  To: queue-comments at rt.example.org
>  Date: Wed, 13 Oct 2004 22:36:05 -0700
>  From: httpd 
> 
>   Support request from: Mr Customer 
>   Subject of request: testing
>   Request regarding: Comments or Suggestions
>   Connection type: Not Sure
>  
>   This is a test message.
> 
> 
> We do not want to give the customers (the general public) any direct access to 
> the RT system. All submissions from customers will be done via the company's 
> existing web site/problem submission form. The only time customers will hear 
> from RT will be ticket status emails.
> 
> The problem I'm having is figuring out how to get the requestor's email 
> address to populate the Requestor field on the ticket. It currently is filled 
> with "httpd at www.example.org" since the web server/web app is really sending 
> the email to RT, and the customer's email address is in the body of the 
> email.
> 
> The (I think) relevant "eviscerating fish" section in the wiki is empty. If 
> anyone can at least point me in the right direction, I'd be grateful. If 
> anyone has an already completed solution, that would be even better.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From espenhw at empolis.no  Thu Oct 21 04:38:24 2004
From: espenhw at empolis.no (Espen Wiborg)
Date: Thu, 21 Oct 2004 10:38:24 +0200
Subject: [rt-users] Performance Issues
In-Reply-To: <417542EA.50306@voxpilot.com> (Cliff Flood's message of "Tue, 19
	Oct 2004 17:38:02 +0100")
References: <417542EA.50306@voxpilot.com>
Message-ID: 

Cliff Flood  writes:
> I changed my MySQL (3.23.49) tables from MyISAM to InnoDB with no 
> discernible performance gain.
<-snip->

You will definitely want to upgrade your MySQL to the 4.x series
(latest seems to be 4.0.21).

-- 
Espen Wiborg 
There are 293 ways to make change for a dollar.



From koos at kzdoos.xs4all.nl  Thu Oct 21 05:15:02 2004
From: koos at kzdoos.xs4all.nl (Koos van den Hout)
Date: Thu, 21 Oct 2004 11:15:02 +0200
Subject: [rt-users] experiences on perl 5.8.0 -> 5.8.3 upgrade
Message-ID: <20041021091502.GA6046@kzdoos.xs4all.nl>


Just for those seeking hints how to solve this..

I upgraded perl from 5.8.0. to 5.8.3 on our RT machine. I thought modules
would keep working, RT would keep working and I just would get uncorrupted
attachments in the process (we are trying to get other people to use RT for
mail handling who may have a positive stance towards html and .doc
attachments).

I got the following problems: internal server errors, empty pages on
updates, empty pages on search, search results missing from search pages,
and entries in the apache error_log:

[Tue Oct 19 07:58:56 2004] [crit]: 1
(/local/rt3/lib/RT/Principal_Overlay.pm:354)
[Tue Oct 19 07:58:56 2004] [crit]: 1
(/local/rt3/lib/RT/Principal_Overlay.pm:354)
[Tue Oct 19 09:58:56 2004] [notice] child pid 14268 exit signal
Segmentation fault (11)
Attempt to free unreferenced scalar: SV 0x9a4c55c at /local/rt3/lib/RT.pm
line 126.
[Tue Oct 19 09:59:00 2004] [error] Not a HASH reference at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 991.

[Tue Oct 19 07:59:06 2004] [crit]: 1
(/local/rt3/lib/RT/Principal_Overlay.pm:354)
[Tue Oct 19 07:59:06 2004] [crit]: 1
(/local/rt3/lib/RT/Principal_Overlay.pm:354)
[Tue Oct 19 09:59:06 2004] [notice] child pid 14271 exit signal
Segmentation fault (11)
[Tue Oct 19 07:59:07 2004] [crit]: 1
(/local/rt3/lib/RT/Principal_Overlay.pm:354)
[Tue Oct 19 07:59:07 2004] [crit]: 1
(/local/rt3/lib/RT/Principal_Overlay.pm:354)
[Tue Oct 19 09:59:07 2004] [notice] child pid 14272 exit signal
Segmentation fault (11)
Attempt to free unreferenced scalar: SV 0x9e545e8 during global
destruction.

I have things running again without these problems, by searching for perl
5.8.0 modules that were still used:

:/usr/lib/perl5/site_perl/5.8.0# find . -atime -1 -type f -ls

The big culprit seemed to be the DBI module. After a forced
remove/reinstall in a 5.8.3 environment, things started working normal
again. I also upgraded a lot of other modules in the process and recompiled
mod_perl (and apache).

I hope someone else can benefit from this ;)

                                                  Koos van den Hout

-- 
Koos van den Hout,           PGP keyid RSA/1024 0xCA845CB5 via keyservers
koos at kzdoos.xs4all.nl        or DSS/1024 0xF0D7C263                        -?)
Fax +31-30-2817051             Camp Wireless, wireless Internet access     /\\
http://idefix.net/~koos/       at campsites http://www.camp-wireless.org/ _\_V
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From Hilde.Lauvset at cc.uit.no  Thu Oct 21 05:48:24 2004
From: Hilde.Lauvset at cc.uit.no (Hilde Therese Lauvset)
Date: Thu, 21 Oct 2004 11:48:24 +0200
Subject: [rt-users] Autogenerating password
Message-ID: 

Hi,

 

We run RT 3.0.10 and have found a script on this e-mail list for auto
generation of password for users who send a message to RT for the first
time. There seems to be a problem though, because we don't receive a
reply message with the new generated password.

 

This is the scrip we run:

 

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

 

 

 

I hope someone can tell me what might be the problem or that someone can
send me a script that works with RT 3.0.10

 

--

Hilde

 

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

From Ruslan.Zakirov at acronis.com  Thu Oct 21 06:05:44 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 21 Oct 2004 14:05:44 +0400
Subject: [rt-users] Autogenerating password
In-Reply-To: 
References: 
Message-ID: <417789F8.4010405@acronis.com>

Hilde Therese Lauvset wrote:
> Hi,
> 
>  
> 
> We run RT 3.0.10 and have found a script on this e-mail list for auto 
> generation of password for users who send a message to RT for the first 
> time. There seems to be a problem though, because we don?t receive a 
> reply message with the new generated password.
Where is logs? Errors? If it's in ML then it works for somebody.
Do you have template 'RT_PasswordChange'?

See also: http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword


> 
>  
> 
> This is the scrip we run:
> 
>  
> 
> ----------start code-------------
> 
> {
> 
>   my $tmplName = 'RT_PasswordChange';  ## hardwired template name
> 
>   my ($user) = $self->TransactionObj->CreatorObj;
> 
>   if (($user->id != $RT::Nobody->id) && (!$user->Privileged) &&
> 
>       $user->__Value('Password') eq '*NO-PASSWORD*' && $user->Name =~ /\@/) {
> 
>     my ($stat, $pass) = $self->TransactionObj->CreatorObj->SetRandomPassword();
> 
>     if ($stat) {
> 
>       my $template = RT::Template->new( $user->CurrentUser );
> 
>       $template->LoadGlobalTemplate($tmplName);
> 
>       unless ($template->Id) {
> 
>         $RT::Logger->crit( "$user tried to send ". $user->Name .
> 
>         " a password reminder, but couldn't find tmpl: $tmplName");
> 
>         die "failed to load $tmplName template";
> 
>       }
> 
>       my $notification = RT::Action::SendEmail->new(
> 
>             TemplateObj => $template,
> 
>             TransactionObj => $self->TransactionObj,
> 
>             TicketObj => $self->TicketObj,
> 
>             ScripObj => $self->ScripObj,
> 
>             Argument    => $pass);
> 
>       @{ $notification->{'To'} } = ( $user->EmailAddress );
> 
>       my ($ret) = $notification->Prepare();
> 
>       $ret = $notification->Commit() if $ret;
> 
>       $RT::Logger->crit("Set Password scrip: $user: SendEmail failed sending ".
> 
>                         $user->Name . " the password setting reminder.")
> 
>         unless ($ret);
> 
>     } else {
> 
>       $RT::Logger->crit("Set Password Scrip: Failed to set password for: \"".
> 
>         $user->Name."\", pass=".$pass);
> 
>      }
> 
>     }
> 
>     1;
> 
> }
> 
> ----------------end scrip code-----------------
> 
>  
> 
>  
> 
>  
> 
> I hope someone can tell me what might be the problem or that someone can 
> send me a script that works with RT 3.0.10
> 
>  
> 
> --
> 
> Hilde
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From Hilde.Lauvset at cc.uit.no  Thu Oct 21 08:37:26 2004
From: Hilde.Lauvset at cc.uit.no (Hilde Therese Lauvset)
Date: Thu, 21 Oct 2004 14:37:26 +0200
Subject: SV: [rt-users] Autogenerating password
Message-ID: 

Hi again,

I visited http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword
and copied the code into our AutoReply template. After I sent a request
to RT I just got the "welcome" text and no password. 

The rt.log didn't show any errors:
 
[Thu Oct 21 12:23:06 2004] [debug]: Converting 'utf-8' to 'iso-8859-1'
for text/plain - [rt.orakel.uit.no #3634] test 3 
 (/opt/rt3/lib/RT/I18N.pm:200)
[Thu Oct 21 12:23:06 2004] [info]:

 No recipients found. Not sending.
 (/opt/rt3/lib/RT/Action/SendEmail.pm:257)
[Thu Oct 21 12:23:06 2004] [info]:
 #3634/26757 - Scrip 16
Autosvar ny sak (/opt/rt3/lib/RT/Action/SendEmail.pm:92)
[Thu Oct 21 12:23:06 2004] [debug]: Converting 'utf-8' to 'iso-8859-1'
for text/plain - [rt.orakel.uit.no #3634] AutoReply: test 3 
 (/opt/rt3/lib/RT/I18N.pm:200)
[Thu Oct 21 12:23:07 2004] [info]:
 sent To: hildetl at msn.com
Cc:  Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:302)
[Thu Oct 21 12:23:07 2004] [info]: Ticket 3634 created in queue
'*Ufordelt' by hildetl at msn.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:640)





-----Opprinnelig melding-----
Fra: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] 
Sendt: 21. oktober 2004 12:06
Til: Hilde Therese Lauvset
Kopi: rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Autogenerating password

Hilde Therese Lauvset wrote:
> Hi,
> 
>  
> 
> We run RT 3.0.10 and have found a script on this e-mail list for auto 
> generation of password for users who send a message to RT for the
first 
> time. There seems to be a problem though, because we don't receive a 
> reply message with the new generated password.
Where is logs? Errors? If it's in ML then it works for somebody.
Do you have template 'RT_PasswordChange'?

See also: http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword


> 
>  
> 
> This is the scrip we run:
> 
>  
> 
> ----------start code-------------
> 
> {
> 
>   my $tmplName = 'RT_PasswordChange';  ## hardwired template name
> 
>   my ($user) = $self->TransactionObj->CreatorObj;
> 
>   if (($user->id != $RT::Nobody->id) && (!$user->Privileged) &&
> 
>       $user->__Value('Password') eq '*NO-PASSWORD*' && $user->Name =~
/\@/) {
> 
>     my ($stat, $pass) =
$self->TransactionObj->CreatorObj->SetRandomPassword();
> 
>     if ($stat) {
> 
>       my $template = RT::Template->new( $user->CurrentUser );
> 
>       $template->LoadGlobalTemplate($tmplName);
> 
>       unless ($template->Id) {
> 
>         $RT::Logger->crit( "$user tried to send ". $user->Name .
> 
>         " a password reminder, but couldn't find tmpl: $tmplName");
> 
>         die "failed to load $tmplName template";
> 
>       }
> 
>       my $notification = RT::Action::SendEmail->new(
> 
>             TemplateObj => $template,
> 
>             TransactionObj => $self->TransactionObj,
> 
>             TicketObj => $self->TicketObj,
> 
>             ScripObj => $self->ScripObj,
> 
>             Argument    => $pass);
> 
>       @{ $notification->{'To'} } = ( $user->EmailAddress );
> 
>       my ($ret) = $notification->Prepare();
> 
>       $ret = $notification->Commit() if $ret;
> 
>       $RT::Logger->crit("Set Password scrip: $user: SendEmail failed
sending ".
> 
>                         $user->Name . " the password setting
reminder.")
> 
>         unless ($ret);
> 
>     } else {
> 
>       $RT::Logger->crit("Set Password Scrip: Failed to set password
for: \"".
> 
>         $user->Name."\", pass=".$pass);
> 
>      }
> 
>     }
> 
>     1;
> 
> }
> 
> ----------------end scrip code-----------------
> 
>  
> 
>  
> 
>  
> 
> I hope someone can tell me what might be the problem or that someone
can 
> send me a script that works with RT 3.0.10
> 
>  
> 
> --
> 
> Hilde
> 
>  
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> 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 Oct 21 09:13:53 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 21 Oct 2004 17:13:53 +0400
Subject: SV: [rt-users] Autogenerating password
In-Reply-To: 
References: 
Message-ID: <4177B611.1070806@acronis.com>

Hilde Therese Lauvset wrote:
> Hi again,
> 
> I visited http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword
> and copied the code into our AutoReply template. After I sent a request
> to RT I just got the "welcome" text and no password. 
It was just see also. no password? or password is empty? Please, don't 
describe what you get, but paste it or attach(you can always change 
private info with 'xxxx').

You didn't answer my questions regarding code that you sent in prev email.

> 
> The rt.log didn't show any errors:
>  
> [Thu Oct 21 12:23:06 2004] [debug]: Converting 'utf-8' to 'iso-8859-1'
> for text/plain - [rt.orakel.uit.no #3634] test 3 
>  (/opt/rt3/lib/RT/I18N.pm:200)
> [Thu Oct 21 12:23:06 2004] [info]:
> 
>  No recipients found. Not sending.
>  (/opt/rt3/lib/RT/Action/SendEmail.pm:257)
> [Thu Oct 21 12:23:06 2004] [info]:
>  #3634/26757 - Scrip 16
> Autosvar ny sak (/opt/rt3/lib/RT/Action/SendEmail.pm:92)
> [Thu Oct 21 12:23:06 2004] [debug]: Converting 'utf-8' to 'iso-8859-1'
> for text/plain - [rt.orakel.uit.no #3634] AutoReply: test 3 
>  (/opt/rt3/lib/RT/I18N.pm:200)
> [Thu Oct 21 12:23:07 2004] [info]:
>  sent To: hildetl at msn.com
> Cc:  Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:302)
> [Thu Oct 21 12:23:07 2004] [info]: Ticket 3634 created in queue
> '*Ufordelt' by hildetl at msn.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:640)
> 
> 
> 
> 
> 
> -----Opprinnelig melding-----
> Fra: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] 
> Sendt: 21. oktober 2004 12:06
> Til: Hilde Therese Lauvset
> Kopi: rt-users at lists.bestpractical.com
> Emne: Re: [rt-users] Autogenerating password
> 
> Hilde Therese Lauvset wrote:
> 
>>Hi,
>>
>> 
>>
>>We run RT 3.0.10 and have found a script on this e-mail list for auto 
>>generation of password for users who send a message to RT for the
> 
> first 
> 
>>time. There seems to be a problem though, because we don't receive a 
>>reply message with the new generated password.
> 
> Where is logs? Errors? If it's in ML then it works for somebody.
> Do you have template 'RT_PasswordChange'?
> 
> See also: http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword
> 
> 
> 
>> 
>>
>>This is the scrip we run:
>>
>> 
>>
>>----------start code-------------
>>
>>{
>>
>>  my $tmplName = 'RT_PasswordChange';  ## hardwired template name
>>
>>  my ($user) = $self->TransactionObj->CreatorObj;
>>
>>  if (($user->id != $RT::Nobody->id) && (!$user->Privileged) &&
>>
>>      $user->__Value('Password') eq '*NO-PASSWORD*' && $user->Name =~
> 
> /\@/) {
> 
>>    my ($stat, $pass) =
> 
> $self->TransactionObj->CreatorObj->SetRandomPassword();
> 
>>    if ($stat) {
>>
>>      my $template = RT::Template->new( $user->CurrentUser );
>>
>>      $template->LoadGlobalTemplate($tmplName);
>>
>>      unless ($template->Id) {
>>
>>        $RT::Logger->crit( "$user tried to send ". $user->Name .
>>
>>        " a password reminder, but couldn't find tmpl: $tmplName");
>>
>>        die "failed to load $tmplName template";
>>
>>      }
>>
>>      my $notification = RT::Action::SendEmail->new(
>>
>>            TemplateObj => $template,
>>
>>            TransactionObj => $self->TransactionObj,
>>
>>            TicketObj => $self->TicketObj,
>>
>>            ScripObj => $self->ScripObj,
>>
>>            Argument    => $pass);
>>
>>      @{ $notification->{'To'} } = ( $user->EmailAddress );
>>
>>      my ($ret) = $notification->Prepare();
>>
>>      $ret = $notification->Commit() if $ret;
>>
>>      $RT::Logger->crit("Set Password scrip: $user: SendEmail failed
> 
> sending ".
> 
>>                        $user->Name . " the password setting
> 
> reminder.")
> 
>>        unless ($ret);
>>
>>    } else {
>>
>>      $RT::Logger->crit("Set Password Scrip: Failed to set password
> 
> for: \"".
> 
>>        $user->Name."\", pass=".$pass);
>>
>>     }
>>
>>    }
>>
>>    1;
>>
>>}
>>
>>----------------end scrip code-----------------
>>
>> 
>>
>> 
>>
>> 
>>
>>I hope someone can tell me what might be the problem or that someone
> 
> can 
> 
>>send me a script that works with RT 3.0.10
>>
>> 
>>
>>--
>>
>>Hilde
>>
>> 
>>
>>
>>
> 
> ------------------------------------------------------------------------
> 
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT wiki at http://wiki.bestpractical.com
> 
> 
> 



From mmurillo at lternet.edu  Thu Oct 21 09:27:05 2004
From: mmurillo at lternet.edu (Michelle L. Murillo)
Date: Thu, 21 Oct 2004 07:27:05 -0600
Subject: [rt-users] repost: Preferences 'permission denied' error
Message-ID: <4177B929.9060300@lternet.edu>

Hi,

I received no replies the first go 'round, thought I would ask again!

Using RT version 3.0.8 - any ideas why a privileged user with rights to 
'ModifySelf' cannot change their organization (in Preferences) but 
change all the other data pertaining to their 'Identity, Phone Numbers, 
Password, or Location (in Preferences)?

The error is "permission denied." The user can modify all of their other 
information in the 'Preferences' section.

 From RT Doc:
ModifySelf:    modify his own email address, real name, nickname, extra 
contact information, password, *organization*, address, phone numbers, 
and signature.


Thank you!
Michelle

-- 
Michelle L. Murillo
Data Manager
LTER Network Office
UNM Biology Department                  Email: mmurillo at lternet.edu
MSC03 2020                              WWW:   http://www.lternet.edu
1 University of New Mexico              Phone: (505) 277-2578
Albuquerque, NM 87131-0001              FAX:   (505) 277-2541
---------------------------------------------------------------------
"It isn't enough to talk about peace. One must believe in it. And it 
isn't enough to believe in it. One must work at it."
				**Eleanor Roosevelt**



From contractor6 at match.com  Thu Oct 21 10:11:47 2004
From: contractor6 at match.com (Rodney Caston)
Date: Thu, 21 Oct 2004 09:11:47 -0500
Subject: [rt-users] External Access of RT Data other then GUI?
Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27D28@da0shme010.match.corp>

Is there a way to make it so the RT Data can be made accessable via a
simplified GUI other then the one provided by RT?  We have individuals
who need a very 'slim' view of the data, and giving them a login would
be too much information and too 'direct' for their access.

What I would like is the ability to have certain tickets via a query
somehow, be able to be externally exported on a regular basis to another
webserver where it can be accessed.




From gdunn at inscriber.com  Thu Oct 21 10:10:49 2004
From: gdunn at inscriber.com (Graham Dunn)
Date: Thu, 21 Oct 2004 10:10:49 -0400
Subject: [rt-users] Filtering attachments in Ticket/Elements/FindAttachments
Message-ID: <4177C369.1030707@inscriber.com>

Is there a way to pull up only the text/plain portions of a ticket, and 
only list the download link for other types (images, etc)?

Thanks,
Graham


From Ruslan.Zakirov at acronis.com  Thu Oct 21 10:20:01 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 21 Oct 2004 18:20:01 +0400
Subject: [rt-users] repost: Preferences 'permission denied' error
In-Reply-To: <4177B929.9060300@lternet.edu>
References: <4177B929.9060300@lternet.edu>
Message-ID: <4177C591.1060503@acronis.com>

in lib/RT/User_Overlay.pm
change line
         Organization =>
                 {read => 1, write => 1, public => 1, admin => 1, type 
=> 'varchar(200)', default => ''},

to
         Organization =>
                 {read => 1, write => 1, public => 1, type => 
'varchar(200)', default => ''},

					Best regards. Ruslan.

Michelle L. Murillo wrote:
> Hi,
> 
> I received no replies the first go 'round, thought I would ask again!
> 
> Using RT version 3.0.8 - any ideas why a privileged user with rights to 
> 'ModifySelf' cannot change their organization (in Preferences) but 
> change all the other data pertaining to their 'Identity, Phone Numbers, 
> Password, or Location (in Preferences)?
> 
> The error is "permission denied." The user can modify all of their other 
> information in the 'Preferences' section.
> 
>  From RT Doc:
> ModifySelf:    modify his own email address, real name, nickname, extra 
> contact information, password, *organization*, address, phone numbers, 
> and signature.
> 
> 
> Thank you!
> Michelle
> 



From Ruslan.Zakirov at acronis.com  Thu Oct 21 10:21:01 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 21 Oct 2004 18:21:01 +0400
Subject: [rt-users] External Access of RT Data other then GUI?
In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27D28@da0shme010.match.corp>
References: <573F1E2597A7974E924A5F814CAC166D0DF27D28@da0shme010.match.corp>
Message-ID: <4177C5CD.6010002@acronis.com>

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

Rodney Caston wrote:
> Is there a way to make it so the RT Data can be made accessable via a
> simplified GUI other then the one provided by RT?  We have individuals
> who need a very 'slim' view of the data, and giving them a login would
> be too much information and too 'direct' for their access.
> 
> What I would like is the ability to have certain tickets via a query
> somehow, be able to be externally exported on a regular basis to another
> webserver where it can be accessed.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From rajmen at olemiss.edu  Thu Oct 21 10:46:32 2004
From: rajmen at olemiss.edu (Rajesh Menon)
Date: Thu, 21 Oct 2004 09:46:32 -0500
Subject: [rt-users] Comment on Resolve
In-Reply-To: <1E3986BC622E2E4FA5A67B6ADC49D7AF5F3DC3@umcal-backup>
Message-ID: <1E3986BC622E2E4FA5A67B6ADC49D7AF025AB9@umcal-backup>

Hello All,

I am still looking for a solution where the closing comments can be sent to
the requester. I know this can be done by just replying. But I was wondering
if there is a way to send the contents of the comments to the requestor
instead of the link itself.

Thanks

Raj

Rajesh Menon
Systems Administrator
311 Powers Hall
662-915-3862





From Ruslan.Zakirov at acronis.com  Thu Oct 21 11:02:12 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 21 Oct 2004 19:02:12 +0400
Subject: [rt-users] Filtering attachments in
	Ticket/Elements/FindAttachments
In-Reply-To: <4177C369.1030707@inscriber.com>
References: <4177C369.1030707@inscriber.com>
Message-ID: <4177CF74.9060302@acronis.com>

Graham Dunn wrote:
> Is there a way to pull up only the text/plain portions of a ticket, and 
> only list the download link for other types (images, etc)?
Not clear question.
What do you want to do? IMHO you look into wrong place. This component 
is core specific and is required for better RT performance.

> 
> 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 si202 at hermes.cam.ac.uk  Thu Oct 21 11:20:32 2004
From: si202 at hermes.cam.ac.uk (Steve Ison)
Date: Thu, 21 Oct 2004 16:20:32 +0100 (BST)
Subject: [rt-users] rt-mailgate and web authentication.
Message-ID: 

Dear All,
I have RT 3.2.2 running on Suse 9.1 pro/apache2-2.0.49-27.16 using 
exim as the MTA, I'm also using external web authentication.

My problem is that when a user replies to the automatically generated RT
message to update their request apache doesn't know who the rt-mailgate is 
($REMOTE_USER is not set) and blocks access, They get a bounced mail 
message with a 404 page not found error.

Is there some way of allowing rt-mailgate to access apache without 
disabling the web authentication?

Many thanks,
Steve.

-- 
Stephen Ison
Unix Support
University of Cambridge Computing Service
si202 at cam.ac.uk


From mbochynski at audiumcorp.com  Thu Oct 21 11:20:58 2004
From: mbochynski at audiumcorp.com (Michael Bochynski)
Date: Thu, 21 Oct 2004 11:20:58 -0400
Subject: [rt-users] Max Attachement Size?
In-Reply-To: <45C682011A31764FB82AF35284FC1FA706BF4F@emssvr01.compdes.com>
References: <45C682011A31764FB82AF35284FC1FA706BF4F@emssvr01.compdes.com>
Message-ID: <1098372057.1117.19.camel@europium.audiumcorp.com>

And don;t forget about your database. MySQL by default limits files to !
MB only. Look into your config files for your DB.
Michael

On Thu, 2004-10-21 at 00:56, Mail List17 wrote:
> Look in in the file:
> 
> /usr/local/rt3/etc/RT_SiteConfig.pm
> 
> (Note "/usr/local/" may be something else on your system")
> 
> 
> # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
> # in the database.
> 
> # For mysql and oracle, we set this size at 10 megabytes.
> # If you're running a postgres version earlier than 7.1, you will need
> # to drop this to 8192. (8k)
> 
> Set($MaxAttachmentSize , 10000000);
> 
> # $TruncateLongAttachments: if this is set to a non-undef value,
> # RT will truncate attachments longer than MaxAttachmentLength.
> 
> Set($TruncateLongAttachments , undef);
> 
> # $DropLongAttachments: if this is set to a non-undef value,
> # RT will silently drop attachments longer than MaxAttachmentLength.
> 
> Set($DropLongAttachments , undef);
> 
> 
> 
> Cheers,
> Sam
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rodney
> Caston
> Sent: Wednesday, October 20, 2004 4:25 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Max Attachement Size?
> 
> 
> Is there a maximum attachment size of a file for RT?
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
> 


From tmvier at triadsys.com  Thu Oct 21 11:22:11 2004
From: tmvier at triadsys.com (Tom Vier)
Date: Thu, 21 Oct 2004 11:22:11 -0400
Subject: [rt-users] Re: mail gateway doesn't work
In-Reply-To: 
References: <1098219384.3433.19.camel@celery> 
Message-ID: <1098372131.3433.23.camel@celery>

On Wed, 2004-10-20 at 13:03, seph wrote:
> > temporary failure
> well, if you read that message, rt-mailgate says the server said
> "temporary failure" so what's in the server logs?

not much. nothing in error.log. access.log recorded this:

192.168.255.90 - - [21/Oct/2004:11:16:52 -0400] "POST
/rt//REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 30 "-"
"libwww-perl/5.800" "-



From gdunn at inscriber.com  Thu Oct 21 11:31:40 2004
From: gdunn at inscriber.com (Graham Dunn)
Date: Thu, 21 Oct 2004 11:31:40 -0400
Subject: [rt-users] Filtering attachments in
	Ticket/Elements/FindAttachments
In-Reply-To: <4177CF74.9060302@acronis.com>
References: <4177C369.1030707@inscriber.com> <4177CF74.9060302@acronis.com>
Message-ID: <4177D65C.30805@inscriber.com>

Ruslan U. Zakirov wrote:
> Graham Dunn wrote:
> 
>> Is there a way to pull up only the text/plain portions of a ticket, 
>> and only list the download link for other types (images, etc)?
> 
> Not clear question.
> What do you want to do? IMHO you look into wrong place. This component 
> is core specific and is required for better RT performance.

OK, let me describe what I'd like, perhaps you can point me to a better 
way to do it.

When I pull up a ticket history, I'd like to have only the text portions 
of the tickets displayed and all non text/plain portions indicated by 
only a download link.

Thanks,
Graham


From hubert.lubaczewski at eo.pl  Thu Oct 21 11:56:05 2004
From: hubert.lubaczewski at eo.pl (hubert lubaczewski)
Date: Thu, 21 Oct 2004 17:56:05 +0200
Subject: [rt-users] rt 3.2.2 - bad upgrade !
Message-ID: <20041021155605.GA10628@eo.pl>

hi
we quite recently upgraded from 3.0.6 to 3.2.2.
just today i got really strange error, which (after approximatelly
5 hours of work) appeared to be caused by inserting too much data into
too small database-field.
it was transactions.data
which had type varchar(100) in my installation.

as i understand mysql silently accepts insertingo of larger portions of
text, and just cut's what's not fitting.
but we use postgresql, which behaves differently (more sanely i belive).
i.e. it raises error in such a case).

so, i was rather badly surprised, but i mangaged to do database dump,
changes varchar(100) to text (why text datatype is not used in
postgresql schema anyway? it looks just weird to stick with limits of
varchar instead of using text), reloaded and of it went.

BUT!
i checked and in 3.2.2 in schema there is varchar(255) on this field.
it has to be that upgrade procedure didn't change the datatype.
but why? and why didn't it say so?
i put me into spending enormous amount of time on something terribly
stupid.

it looks to me that either:
the upgrade procedure is fundamentally broken
or
i did mislook some kind of "fine-print" which said, convert your schema
by hand.


by the way - are there any other fields which i should convert by hand?
maybe i should do more conversions, but i'm just not aware of it?

depesz

-- 
hubert lubaczewski
Network Operations Center
eo Networks Sp. z o.o.
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From contractor6 at match.com  Thu Oct 21 12:37:47 2004
From: contractor6 at match.com (Rodney Caston)
Date: Thu, 21 Oct 2004 11:37:47 -0500
Subject: [rt-users] Custom Fields in the Create.html for SelfService
Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27D2F@da0shme010.match.corp>

(checked in wiki and ML archives, was unable to find answer)

I'm trying to add in a custom field to the create.html for the self
service, I would imagine this is a two step process, the first being the
create.html side, which would call a element that needs to be created.

The field I want to call is a select dropdown, is there any
documentation on how to add this?



From MarkRoedel at letu.edu  Thu Oct 21 15:02:10 2004
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 21 Oct 2004 14:02:10 -0500
Subject: [rt-users] rt-mailgate and web authentication.
Message-ID: 


We got around this by including a valid username and password in the URL
that gets passed to rt-mailgate in the aliases file.  Our aliases look
like

rt: "|/usr/local/rt3/bin/rt-mailgate --queue General --action correspond
--url http://username:password at rt.server.hostname/"

(that's all on one line, of course).  (And the rt-mailgate software does
seem to correctly pull sender information from the incoming message to
correctly attribute replies to the correct user.)


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve
Ison
Sent: Thursday, October 21, 2004 10:21 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] rt-mailgate and web authentication.

Dear All,
I have RT 3.2.2 running on Suse 9.1 pro/apache2-2.0.49-27.16 using 
exim as the MTA, I'm also using external web authentication.

My problem is that when a user replies to the automatically generated RT
message to update their request apache doesn't know who the rt-mailgate
is 
($REMOTE_USER is not set) and blocks access, They get a bounced mail 
message with a 404 page not found error.

Is there some way of allowing rt-mailgate to access apache without 
disabling the web authentication?



From dthacker at omnihotels.com  Thu Oct 21 15:01:05 2004
From: dthacker at omnihotels.com (Dave Thacker)
Date: Thu, 21 Oct 2004 14:01:05 -0500
Subject: [rt-users] Comment on Resolve
In-Reply-To: <1E3986BC622E2E4FA5A67B6ADC49D7AF025AB9@umcal-backup>
References: <1E3986BC622E2E4FA5A67B6ADC49D7AF025AB9@umcal-backup>
Message-ID: <200410211401.05293.dthacker@omnihotels.com>

On Thursday 21 October 2004 09:46, Rajesh Menon wrote:
> Hello All,
>
> I am still looking for a solution where the closing comments can be sent to
> the requester. I know this can be done by just replying. But I was
> wondering if there is a way to send the contents of the comments to the
> requestor instead of the link itself.

Hi Raj,
We created a global scrip to do this.  The scrip conditions are "On resolve 
notify requestors using template resolve."  I edited the resolve template to 
make the wording a bit more user friendly.   

HTH
DT

-- 
Dave Thacker
Senior Systems Administrator
Omni Hotels Reservation Center
V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7)




From mikef at ack.Berkeley.EDU  Thu Oct 21 16:31:57 2004
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Thu, 21 Oct 2004 13:31:57 -0700 (PDT)
Subject: [rt-users] Suppressing method error messages
Message-ID: 

Is there an easy way, in a perl script, to suppress error messages written
by RT methods to STDERR?  For example, inside a loop, I have something
like this:

  $TicketNumber = $TicketObj->Load($i);
  next unless (defined $TicketNumber);

but if ticket number '$i' doesn't exist, I get an ugly message from the
Ticket->Load method:

  [crit]: RT::Ticket=HASH(0x8c89988) tried to load a bogus ticket:

when all I want to do is continue without printing anything.  (In general,
redirecting STDERR to /dev/null is not feasible, since I may want to write
my own messages there and have them seen).

Thanks.

Mike

------------------------------------------------------------------------------
Mike Friedman                             System and Network Security
mikef at ack.Berkeley.EDU                    2484 Shattuck Avenue
1-510-642-1410                            University of California at Berkeley
http://ack.Berkeley.EDU/~mikef            http://security.berkeley.edu
------------------------------------------------------------------------------


From niranjan at altair.com  Thu Oct 21 16:18:21 2004
From: niranjan at altair.com (Niranjan Patel)
Date: Thu, 21 Oct 2004 16:18:21 -0400
Subject: [rt-users] Groups for Non Priviledged users
Message-ID: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE6@exchange.prog.altair.com>

Hello All,

            

 We have 2 offices which have their own Queues. For example each one has it
own IT Queue.

 I was thinking of creating of creating 2 different Queues say IT-Office1
and IT-Office2.

 Now in my system I will create 2 user groups and based on the location I
will add Users to that group.

 Each group will have permission to create ticket in their own respective
queue.

 I have 6 queues which will be common for at least 2 offices for now.

 

 Now the problem is I will have to make all users in the system Privileged
for this to work. Since Grouping is only allowed for privileged users

 Is there any way to group non privileged users? Or even customize the
system

 

regards

Niranjan Patel
 

 

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From rickm at 3d3.com  Thu Oct 21 17:49:16 2004
From: rickm at 3d3.com (Rick Measham)
Date: Fri, 22 Oct 2004 07:49:16 +1000
Subject: [rt-users] Additional Statuses
In-Reply-To: 
References: 
Message-ID: <1098395355.17309.234.camel@rickm.local>

On Thu, 2004-10-21 at 17:38, Ben Robson wrote:
> Scott/All,
> 
> Thanks for the reply.....
> 
> I have done exactly what you did, and no luck.

I did the very same thing only a week ago and had no problem at all.
Have you restarted apache since making the changes? AFAIK, Mason will
need to recompile to get the statuses included. That happens when you
restart apache.

Just a thought

Cheers!
Rick
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From rt at chaka.net  Thu Oct 21 18:02:39 2004
From: rt at chaka.net (Todd Chapman)
Date: Thu, 21 Oct 2004 18:02:39 -0400
Subject: [rt-users] Additional Statuses
In-Reply-To: <1098395355.17309.234.camel@rickm.local>
References: 
	<1098395355.17309.234.camel@rickm.local>
Message-ID: <20041021220239.GP10762@chaka.net>

And have the user log out and back in.

On Fri, Oct 22, 2004 at 07:49:16AM +1000, Rick Measham wrote:
> On Thu, 2004-10-21 at 17:38, Ben Robson wrote:
> > Scott/All,
> > 
> > Thanks for the reply.....
> > 
> > I have done exactly what you did, and no luck.
> 
> I did the very same thing only a week ago and had no problem at all.
> Have you restarted apache since making the changes? AFAIK, Mason will
> need to recompile to get the statuses included. That happens when you
> restart apache.
> 
> Just a thought
> 
> 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


From rt at chaka.net  Thu Oct 21 18:36:33 2004
From: rt at chaka.net (Todd Chapman)
Date: Thu, 21 Oct 2004 18:36:33 -0400
Subject: [rt-users] Groups for Non Priviledged users
In-Reply-To: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE6@exchange.prog.altair.com>
References: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE6@exchange.prog.altair.com>
Message-ID: <20041021223633.GQ10762@chaka.net>

Currently the RT interface only allows privileged users
to be put in a group, but that doesn't mean it can't
be done. There are 2 solution you might try:

1. Use the RT API do add the users to the groups.

2. Make them privileged, put them in the groups, and
then take away privileges. They should still be in the
groups.

-Todd

On Thu, Oct 21, 2004 at 04:18:21PM -0400, Niranjan Patel wrote:
> Hello All,
> 
>             
> 
>  We have 2 offices which have their own Queues. For example each one has it
> own IT Queue.
> 
>  I was thinking of creating of creating 2 different Queues say IT-Office1
> and IT-Office2.
> 
>  Now in my system I will create 2 user groups and based on the location I
> will add Users to that group.
> 
>  Each group will have permission to create ticket in their own respective
> queue.
> 
>  I have 6 queues which will be common for at least 2 offices for now.
> 
>  
> 
>  Now the problem is I will have to make all users in the system Privileged
> for this to work. Since Grouping is only allowed for privileged users
> 
>  Is there any way to group non privileged users? Or even customize the
> system
> 
>  
> 
> regards
> 
> Niranjan Patel
>  
> 
>  
> 

> _______________________________________________
> 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 Oct 21 18:39:13 2004
From: rt at chaka.net (Todd Chapman)
Date: Thu, 21 Oct 2004 18:39:13 -0400
Subject: [rt-users] External Access of RT Data other then GUI?
In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27D28@da0shme010.match.corp>
References: <573F1E2597A7974E924A5F814CAC166D0DF27D28@da0shme010.match.corp>
Message-ID: <20041021223913.GR10762@chaka.net>

RT could be accessed using it's REST interface.
Also, the API could be installed on another machine
and the database accessed over the network, but that
could be a security issue. I think that there soon
will be a SOAP interface, or something similar.

-Todd

On Thu, Oct 21, 2004 at 09:11:47AM -0500, Rodney Caston wrote:
> Is there a way to make it so the RT Data can be made accessable via a
> simplified GUI other then the one provided by RT?  We have individuals
> who need a very 'slim' view of the data, and giving them a login would
> be too much information and too 'direct' for their access.
> 
> What I would like is the ability to have certain tickets via a query
> somehow, be able to be externally exported on a regular basis to another
> webserver where it can be accessed.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com


From matthew.watson at staff.netspace.net.au  Thu Oct 21 23:27:43 2004
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Fri, 22 Oct 2004 13:27:43 +1000
Subject: [rt-users] Speeding up RT3
Message-ID: <56F211C5E3F24F47B103EA1B253822BE2434D2@vic-cr-ex1.staff.netspace.net.au>

Following up on this,

I've moved our RT install onto a new Dual 3.2ghz Xeon system with 2gb
ram.

Not really seeing huge improvements.

Still seeing load times of about 5 seconds for index.html , for a user
with
Access to about 20 queues. And 2-4 seconds for a ticket with a single
transaction.



I've tried using Devel::DProf, but the results just don't look correct
(perhaps I'm using it wrong). For a start its getting lots of unstacked
calls, but that seems to be normal.

But User+System Time seems way off. The following is from running
Devel::Dprof with the standalone, and spending a couple of minutes
clicking
Around the UI, loading various tickets, etc.

[root at stratus bin]# time perl -d:DProf standalone_httpd
....
real    1m52.397s
user    0m16.495s
sys     0m1.511s


[root at stratus bin]# dprofpp -O 10 tmon.out
Storable::_freeze has 1 unstacked calls in outer
Exporter::Heavy::heavy_require_version has 1 unstacked calls in outer
CGI::path_info has 1 unstacked calls in outer
CGI::cache has 1 unstacked calls in outer
Net::LDAP::import has -1 unstacked calls in outer
Sys::Syslog::AUTOLOAD has -7 unstacked calls in outer
utf8::AUTOLOAD has -1 unstacked calls in outer
RT::Interface::Web::Handler::new has -1 unstacked calls in outer
Exporter::export_tags has -1 unstacked calls in outer
Net::LDAP::Constant::import has 1 unstacked calls in outer
File::Glob::GLOB_TILDE has 1 unstacked calls in outer
AutoLoader::AUTOLOAD has -3 unstacked calls in outer
Storable::nfreeze has 1 unstacked calls in outer
Exporter::Heavy::heavy_export_ok_tags has 4 unstacked calls in outer
CGI::AUTOLOAD has -6 unstacked calls in outer
utf8::SWASHNEW has 1 unstacked calls in outer
Storable::thaw has 1 unstacked calls in outer
POSIX::AUTOLOAD has -1 unstacked calls in outer
Sys::Syslog::__ANON__ has 7 unstacked calls in outer
Exporter::export_ok_tags has -4 unstacked calls in outer
Exporter::Heavy::heavy_export_to_level has 2 unstacked calls in outer
Exporter::export_to_level has -2 unstacked calls in outer
CGI::request_method has 1 unstacked calls in outer
Exporter::Heavy::heavy_export has 40 unstacked calls in outer
Socket::AUTOLOAD has -10 unstacked calls in outer
CGI::unescapeHTML has 1 unstacked calls in outer
File::Glob::GLOB_BRACE has 1 unstacked calls in outer
Exporter::Heavy::heavy_export_tags has 1 unstacked calls in outer
File::Glob::GLOB_NOMAGIC has 1 unstacked calls in outer
File::Glob::AUTOLOAD has -5 unstacked calls in outer
RT::Interface::Web::Handler::NewCGIHandler has 1 unstacked calls in
outer
File::Glob::GLOB_QUOTE has 1 unstacked calls in outer
CGI::delete has 1 unstacked calls in outer
Fcntl::AUTOLOAD has -8 unstacked calls in outer
Socket::__ANON__ has 10 unstacked calls in outer
POSIX::load_imports has 1 unstacked calls in outer
Fcntl::__ANON__ has 8 unstacked calls in outer
File::Glob::GLOB_ALPHASORT has 1 unstacked calls in outer
Exporter::require_version has -1 unstacked calls in outer
Exporter::export has -40 unstacked calls in outer
CGI::header has 1 unstacked calls in outer
Total Elapsed Time = 103.1376 Seconds
  User+System Time = 8.597692 Seconds
Exclusive Times
%Time ExclSec CumulS #Calls sec/call Csec/c  Name
 5.62   0.483  2.200    892   0.0005 0.0025  RT::Tickets::_parser
 5.20   0.447  0.447   1670   0.0003 0.0003  DBD::Oracle::st::_prepare
 4.37   0.376 10.089   3429   0.0001 0.0029
HTML::Mason::Commands::__ANON__
 4.13   0.355  1.717  13121   0.0000 0.0001  RT::Record::LoadByCols
 3.84   0.330  0.464   1457   0.0002 0.0003  Sys::Syslog::connect_udp
 2.87   0.247  0.660  13760   0.0000 0.000
DBIx::SearchBuilder::Record::Cachable::new
 2.45   0.211  0.211 112307   0.0000 0.0000
HTML::Mason::MethodMaker::__ANON__
 2.12   0.182  0.244   6132   0.0000 0.0000  Regexp::Common::_decache
 2.05   0.176  0.424   5828   0.0000 0.0001  DBIx::SearchBuilder::Limit
 2.01   0.173  0.566  13121   0.0000 0.0000
DBIx::SearchBuilder::Record::Cachable::_lookup_primary_RecordCache_key


Any more suggestions on how we can speed RT3 up?

Regards,
Matt.


> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Sunday, October 03, 2004 12:25 AM
> To: Matthew Watson
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Speeding up RT3
> 
> >>>
> >>
> >> What DBIx::SearchBuilder are you running?
> >
> > 1.01
> >
> Go up to the latest. We saw noticable performance improvements using
> the latest DBIx::SearchBuilder
> 
> >> How many queues do
> >> non-superusers have on the front page?
> >
> > 18 queues, which have the right "SeeQueue","CreatTicket" and
> > "ReplyToTicket" assigned to "Everyone".
> >
> >
> >
> >>>
> >>> Tracking this down, it's the QuickSearch box that is the major
> > slowdown,
> >>> taking about 6 seconds to load, seeming most of that time is taken
> > up
> >>> processing the ACL in perl.
> >>>
> >>
> >> Is that a guess or do you have profiling results?
> >
> > Profiling using MasonX::Profiler.
> >
> *nod* That gets us down to mason component, but won't tell us anything
> about the underlying libraries ;)
> 
> >> If you don't have profiling results, I'd strongly recommend you use
> >> standalone_httpd and Devel::DProf to profile and post those
results.
> >
> > I'll have a look into doing that.
> 
> Wonderful.
> 
> >
> >> Also, what sorts of CPUs are sitting behind that oracle database?
Have
> >> your DBAs spent time profiling what RT's doing on the database side
> > and
> >> looking for index improvements?
> >
> > I'm not what the CPUs are off hand, it's dual processor sun hardware
> > with 4gb of ram, but I can't remember exactly what, however we have
> > done
> > quite a bit of work making sure the database isn't the cause of the
> > problems, all the queries for the front page take less than 1 second
to
> > run (combined).
> 
> 
> Now _that's's_ interesting. Have you ended up reindexing the Oracle
> database? If so, I know some folks who would love to see the work
> you've done. But that points to library issues. And the SearchBuilder
> issues
> were the ones that were most visible in our profiling runs here at
Best
> Practical. (These days, much of RT's time is spent in mason rendering
> the page itself. Amazon.com has been doing a bunch of mason
performance
> work that will significantly improve that in the next big release)
> 
> Jesse


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From jesse at bestpractical.com  Thu Oct 21 23:40:01 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 21 Oct 2004 23:40:01 -0400
Subject: [rt-users] Speeding up RT3
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE2434D2@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE2434D2@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <20041022034001.GO17824@pallas.eruditorum.org>




On Fri, Oct 22, 2004 at 01:27:43PM +1000, Matthew Watson wrote:
> Following up on this,
> 
> I've moved our RT install onto a new Dual 3.2ghz Xeon system with 2gb
> ram.
> 
> Not really seeing huge improvements.
> 
> Still seeing load times of about 5 seconds for index.html , for a user
> with
> Access to about 20 queues. And 2-4 seconds for a ticket with a single
> transaction.
> 
> 
> 
> I've tried using Devel::DProf, but the results just don't look correct
> (perhaps I'm using it wrong). For a start its getting lots of unstacked
> calls, but that seems to be normal.

1) are you exiting standalone httpd by calling a mason page with %exit
as its only content?

2) what version of RT are you running?

Is it 3.2.2? Can you test out 3.2-HEAD from subversion?

3) what OS are you running?

4) What version of DBIx::SearchBuilder are you running?

5) are you doing any profiling of how long the backend database is
spending on each page view?

> Total Elapsed Time = 103.1376 Seconds
>   User+System Time = 8.597692 Seconds

That's 8.6 seconds of CPU time over 2 minutes. What pages did you view?
how many times?

> Exclusive Times
> %Time ExclSec CumulS #Calls sec/call Csec/c  Name
>  5.62   0.483  2.200    892   0.0005 0.0025  RT::Tickets::_parser

I wouldn't expect this to be so high (note that it's not that high to
begin with.) with RT 3.2-HEAD.

Looking at this, my best guess is RT is spending most of its time
waiting on the database. 

-- 


From matthew.watson at staff.netspace.net.au  Fri Oct 22 01:01:43 2004
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Fri, 22 Oct 2004 15:01:43 +1000
Subject: [rt-users] Speeding up RT3
Message-ID: <56F211C5E3F24F47B103EA1B253822BE2434DE@vic-cr-ex1.staff.netspace.net.au>


> 
> Looking at this, my best guess is RT is spending most of its time
> waiting on the database.
> 
> --

As a follow on, how many queries should be run for index.html?

I've setup logging of the queries that were being run, I'm find for a
user with 25 queues, for the index.html I'm getting about 250 queries!

Regards,
Matt.


This email and any files transmitted with it are confidential and intended solely for the 
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From Hilde.Lauvset at cc.uit.no  Fri Oct 22 02:29:12 2004
From: Hilde.Lauvset at cc.uit.no (Hilde Therese Lauvset)
Date: Fri, 22 Oct 2004 08:29:12 +0200
Subject: SV: SV: SV: SV: [rt-users] Autogenerating password
Message-ID: 

When I deleted the space in template "Passwcreate" all went fine (no I
have a blank line between first and second line). It seems my problem
was that the header "Subject:xxxx" couldn't be read because of the
space.

So big hug to Ruslan :)

Hilde

-----Opprinnelig melding-----
Fra: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] 
Sendt: 21. oktober 2004 16:42
Til: Hilde Therese Lauvset
Emne: Re: SV: SV: SV: [rt-users] Autogenerating password

Hilde Therese Lauvset wrote:
> Thank you,
> 
> No it works, JIPPI!!!
Write summary to thread on ML. And unhide next things:
1) That it works now.
2) Where problem was.
3) Optional: put, your current variant on 
http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword
with small description.

			Best regards. Ruslan.
> 
> Hilde
> 




From Brobson at betrusted.com  Fri Oct 22 02:36:43 2004
From: Brobson at betrusted.com (Ben Robson)
Date: Fri, 22 Oct 2004 16:36:43 +1000
Subject: [rt-users] Additional Statuses
Message-ID: 

Rick,

Whoohoo... That did the trick.  I should have thought of that.  I went
looking in the Mason stuff too, just in case it was caching stuff, but
nothing tripped the right brain-cell.

Thanks again all.
BenR

-----Original Message-----
From: Rick Measham [mailto:rickm at 3d3.com] 
Sent: Friday, 22 October 2004 7:49 AM
To: Ben Robson
Cc: Scott Muller; RT Users
Subject: RE: [rt-users] Additional Statuses

On Thu, 2004-10-21 at 17:38, Ben Robson wrote:
> Scott/All,
> 
> Thanks for the reply.....
> 
> I have done exactly what you did, and no luck.

I did the very same thing only a week ago and had no problem at all.
Have you restarted apache since making the changes? AFAIK, Mason will
need to recompile to get the statuses included. That happens when you
restart apache.

Just a thought

Cheers!
Rick


From cpwe at deakin.edu.au  Fri Oct 22 07:11:55 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Fri, 22 Oct 2004 21:11:55 +1000
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
Message-ID: <4178EAFB.8080606@deakin.edu.au>


Hi,


I'm no expert a this but I have the basics of RT running, I've setup 
users and test queues. It's simply a great helpdesk.
The problem I have is that to get it going, I had to make some compromises.

1 - Had to remove suexec
2 - It will not run as a virtual host. It tells me I cannot have 
"FastCgiIpcDir /tmp",   "FastCgiServer", ScriptAlias" in the virtual 
host's section. So I have not worked out how to set this up as a virtual 
host. It hogs the whole server in it's current state; No other web apps 
will run.


I have read and installed using  the info from 
"http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration", but 
Mandrake's apache must do it a little different.

Mandrake 10.0 splits it up into the following relevant files. To get it 
working I had to do the following:

httpd2.conf
----------------
Fastcgi module loaded,


commonhttpd.conf
--------------------------
 # Pass through requests to display images
   Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

   # Tell FastCGI to put its temporary files somewhere sane.
   FastCgiIpcDir /tmp

   # Number of processes is tunable, but you need at least 3 or 4
   FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 
-processes 4

   ##AddHandler fastcgi-script fcgi
   ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/


vhosts/Vhosts.conf
----------------------------

ServerName helpdesk.staff
####ServerPath /usr/local/rt3/share/html
DocumentRoot /usr/local/rt3/share/html
   ####Alias /rt /usr/local/rt3/share/html
####
####
   Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
####
   AddHandler fastcgi-script fcgi
   ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
####
   
     SetHandler default-handler
   
####




Could you send me your  Mandrake/Apache conf files? I've gone with 
fastcgi and RT-3.2.2 with Apache2. I'd rather not move the helpdesk off 
this server.



Thanks,
Chris


From john at trdlnk.com  Fri Oct 22 08:19:10 2004
From: john at trdlnk.com (John Giles)
Date: Fri, 22 Oct 2004 07:19:10 -0500
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
In-Reply-To: <4178EAFB.8080606@deakin.edu.au>
References: <4178EAFB.8080606@deakin.edu.au>
Message-ID: 


I just setup RT 3.2.2 on a Mandrake 10.0 with fastcgi and Apache 2 and  
Mysql 4
Everything was from rpms, except mod_fastcgi.

Download mod_fastcgi-2.4.2 and edit the Makefile changing these three lines
because the Apache2 rpm install splits the lib and include directories.
----
top_dir      = /usr/lib/apache2
INCLUDES=-I/usr/include/apache2
LIBS=-L/usr/lib/apache2
----
Then make and install the fastcgi program

Add this line to the /etc/httpd/conf/httpd2.conf file in
--
LoadModule fastcgi_module modules/mod_fastcgi.so
--

Then I added this module to the /etc/httpd/conf/commonhttpd.conf file
---

         AddHandler fastcgi-script fcgi
         FastCgiIpcDir /tmp
         FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120  
-processes 4

----

Then my /etc/httpd/conf/vhosts/Vhosts.conf file has this entry
--

   ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/

--

Make sure you don't have any mod_perl rpms installed.

John Giles
john at trdlnk.com



On Fri, 22 Oct 2004 21:11:55 +1000, Christopher Welsh   
wrote:

>
> Hi,
>
>
> I'm no expert a this but I have the basics of RT running, I've setup  
> users and test queues. It's simply a great helpdesk.
> The problem I have is that to get it going, I had to make some  
> compromises.
>
> 1 - Had to remove suexec
> 2 - It will not run as a virtual host. It tells me I cannot have  
> "FastCgiIpcDir /tmp",   "FastCgiServer", ScriptAlias" in the virtual  
> host's section. So I have not worked out how to set this up as a virtual  
> host. It hogs the whole server in it's current state; No other web apps  
> will run.
>
>
> I have read and installed using  the info from  
> "http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration", but  
> Mandrake's apache must do it a little different.
>
> Mandrake 10.0 splits it up into the following relevant files. To get it  
> working I had to do the following:
>
> httpd2.conf
> ----------------
> Fastcgi module loaded,
>
>
> commonhttpd.conf
> --------------------------
>  # Pass through requests to display images
>    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>
>    # Tell FastCGI to put its temporary files somewhere sane.
>    FastCgiIpcDir /tmp
>
>    # Number of processes is tunable, but you need at least 3 or 4
>    FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120  
> -processes 4
>
>    ##AddHandler fastcgi-script fcgi
>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>
>
> vhosts/Vhosts.conf
> ----------------------------
> 
> ServerName helpdesk.staff
> ####ServerPath /usr/local/rt3/share/html
> DocumentRoot /usr/local/rt3/share/html
>    ####Alias /rt /usr/local/rt3/share/html
> ####
> ####
>    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
> ####
>    AddHandler fastcgi-script fcgi
>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> ####
>    
>      SetHandler default-handler
>    
> ####
> 
>
>
>
> Could you send me your  Mandrake/Apache conf files? I've gone with  
> fastcgi and RT-3.2.2 with Apache2. I'd rather not move the helpdesk off  
> this server.
>
>
>
> Thanks,
> Chris
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT wiki at http://wiki.bestpractical.com




From si202 at hermes.cam.ac.uk  Fri Oct 22 08:33:28 2004
From: si202 at hermes.cam.ac.uk (Steve Ison)
Date: Fri, 22 Oct 2004 13:33:28 +0100 (BST)
Subject: [rt-users] RT autoreply and spam
Message-ID: 

Dear All,
How do I stop RT from sending an autoreply message to spam?, can I do 
something like "if incoming address doesn't match  discard it and 
do nothing"

Many thanks,
Steve.

-- 
Stephen Ison
Unix Support
University of Cambridge Computing Service
si202 at cam.ac.uk


From cpwe at deakin.edu.au  Fri Oct 22 09:17:13 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Fri, 22 Oct 2004 23:17:13 +1000
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
In-Reply-To: 
References: <4178EAFB.8080606@deakin.edu.au> 
Message-ID: <41790859.2010804@deakin.edu.au>

John,

Thanks kindly. I did not know there were rpms for Mandrake, and will try 
it. I'm naive but, is there a reason why mod_perl has to be removed?

Thanks
Chris



John Giles wrote:

>
> I just setup RT 3.2.2 on a Mandrake 10.0 with fastcgi and Apache 2 
> and  Mysql 4
> Everything was from rpms, except mod_fastcgi.
>
> Download mod_fastcgi-2.4.2 and edit the Makefile changing these three 
> lines
> because the Apache2 rpm install splits the lib and include directories.
> ----
> top_dir      = /usr/lib/apache2
> INCLUDES=-I/usr/include/apache2
> LIBS=-L/usr/lib/apache2
> ----
> Then make and install the fastcgi program
>
> Add this line to the /etc/httpd/conf/httpd2.conf file in
> -- 
> LoadModule fastcgi_module modules/mod_fastcgi.so
> -- 
>
> Then I added this module to the /etc/httpd/conf/commonhttpd.conf file
> ---
> 
>         AddHandler fastcgi-script fcgi
>         FastCgiIpcDir /tmp
>         FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 
> 120  -processes 4
> 
> ----
>
> Then my /etc/httpd/conf/vhosts/Vhosts.conf file has this entry
> -- 
> 
>   ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> 
> -- 
>
> Make sure you don't have any mod_perl rpms installed.
>
> John Giles
> john at trdlnk.com
>
>
>
> On Fri, 22 Oct 2004 21:11:55 +1000, Christopher Welsh 
>   wrote:
>
>>
>> Hi,
>>
>>
>> I'm no expert a this but I have the basics of RT running, I've setup  
>> users and test queues. It's simply a great helpdesk.
>> The problem I have is that to get it going, I had to make some  
>> compromises.
>>
>> 1 - Had to remove suexec
>> 2 - It will not run as a virtual host. It tells me I cannot have  
>> "FastCgiIpcDir /tmp",   "FastCgiServer", ScriptAlias" in the virtual  
>> host's section. So I have not worked out how to set this up as a 
>> virtual  host. It hogs the whole server in it's current state; No 
>> other web apps  will run.
>>
>>
>> I have read and installed using  the info from  
>> "http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration", but  
>> Mandrake's apache must do it a little different.
>>
>> Mandrake 10.0 splits it up into the following relevant files. To get 
>> it  working I had to do the following:
>>
>> httpd2.conf
>> ----------------
>> Fastcgi module loaded,
>>
>>
>> commonhttpd.conf
>> --------------------------
>>  # Pass through requests to display images
>>    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>>
>>    # Tell FastCGI to put its temporary files somewhere sane.
>>    FastCgiIpcDir /tmp
>>
>>    # Number of processes is tunable, but you need at least 3 or 4
>>    FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120  
>> -processes 4
>>
>>    ##AddHandler fastcgi-script fcgi
>>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>
>>
>> vhosts/Vhosts.conf
>> ----------------------------
>> 
>> ServerName helpdesk.staff
>> ####ServerPath /usr/local/rt3/share/html
>> DocumentRoot /usr/local/rt3/share/html
>>    ####Alias /rt /usr/local/rt3/share/html
>> ####
>> ####
>>    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>> ####
>>    AddHandler fastcgi-script fcgi
>>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>> ####
>>    
>>      SetHandler default-handler
>>    
>> ####
>> 
>>
>>
>>
>> Could you send me your  Mandrake/Apache conf files? I've gone with  
>> fastcgi and RT-3.2.2 with Apache2. I'd rather not move the helpdesk 
>> off  this server.
>>
>>
>>
>> Thanks,
>> Chris
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>
>
>
>
>



From john at trdlnk.com  Fri Oct 22 09:30:52 2004
From: john at trdlnk.com (John Giles)
Date: Fri, 22 Oct 2004 08:30:52 -0500
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
In-Reply-To: <41790859.2010804@deakin.edu.au>
References: <4178EAFB.8080606@deakin.edu.au> 
	<41790859.2010804@deakin.edu.au>
Message-ID: 


Sorry, there is no rpm for RT... My mistake....
Apache2 MySQL Perl from rpms...
RT 322 and fastcgi from source...

John


On Fri, 22 Oct 2004 23:17:13 +1000, Christopher Welsh   
wrote:

> John,
>
> Thanks kindly. I did not know there were rpms for Mandrake, and will try  
> it. I'm naive but, is there a reason why mod_perl has to be removed?
>
> Thanks
> Chris
>
>
>
> John Giles wrote:
>
>>
>> I just setup RT 3.2.2 on a Mandrake 10.0 with fastcgi and Apache 2 and   
>> Mysql 4
>> Everything was from rpms, except mod_fastcgi.
>>
>> Download mod_fastcgi-2.4.2 and edit the Makefile changing these three  
>> lines
>> because the Apache2 rpm install splits the lib and include directories.
>> ----
>> top_dir      = /usr/lib/apache2
>> INCLUDES=-I/usr/include/apache2
>> LIBS=-L/usr/lib/apache2
>> ----
>> Then make and install the fastcgi program
>>
>> Add this line to the /etc/httpd/conf/httpd2.conf file in
>> -- LoadModule fastcgi_module modules/mod_fastcgi.so
>> -- Then I added this module to the /etc/httpd/conf/commonhttpd.conf file
>> ---
>> 
>>         AddHandler fastcgi-script fcgi
>>         FastCgiIpcDir /tmp
>>         FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout  
>> 120  -processes 4
>> 
>> ----
>>
>> Then my /etc/httpd/conf/vhosts/Vhosts.conf file has this entry
>> -- 
>>   ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>> 
>> -- Make sure you don't have any mod_perl rpms installed.
>>
>> John Giles
>> john at trdlnk.com
>>
>>
>>
>> On Fri, 22 Oct 2004 21:11:55 +1000, Christopher Welsh  
>>   wrote:
>>
>>>
>>> Hi,
>>>
>>>
>>> I'm no expert a this but I have the basics of RT running, I've setup   
>>> users and test queues. It's simply a great helpdesk.
>>> The problem I have is that to get it going, I had to make some   
>>> compromises.
>>>
>>> 1 - Had to remove suexec
>>> 2 - It will not run as a virtual host. It tells me I cannot have   
>>> "FastCgiIpcDir /tmp",   "FastCgiServer", ScriptAlias" in the virtual   
>>> host's section. So I have not worked out how to set this up as a  
>>> virtual  host. It hogs the whole server in it's current state; No  
>>> other web apps  will run.
>>>
>>>
>>> I have read and installed using  the info from   
>>> "http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration", but   
>>> Mandrake's apache must do it a little different.
>>>
>>> Mandrake 10.0 splits it up into the following relevant files. To get  
>>> it  working I had to do the following:
>>>
>>> httpd2.conf
>>> ----------------
>>> Fastcgi module loaded,
>>>
>>>
>>> commonhttpd.conf
>>> --------------------------
>>>  # Pass through requests to display images
>>>    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>>>
>>>    # Tell FastCGI to put its temporary files somewhere sane.
>>>    FastCgiIpcDir /tmp
>>>
>>>    # Number of processes is tunable, but you need at least 3 or 4
>>>    FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120   
>>> -processes 4
>>>
>>>    ##AddHandler fastcgi-script fcgi
>>>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>>
>>>
>>> vhosts/Vhosts.conf
>>> ----------------------------
>>> 
>>> ServerName helpdesk.staff
>>> ####ServerPath /usr/local/rt3/share/html
>>> DocumentRoot /usr/local/rt3/share/html
>>>    ####Alias /rt /usr/local/rt3/share/html
>>> ####
>>> ####
>>>    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>>> ####
>>>    AddHandler fastcgi-script fcgi
>>>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>> ####
>>>    
>>>      SetHandler default-handler
>>>    
>>> ####
>>> 
>>>
>>>
>>>
>>> Could you send me your  Mandrake/Apache conf files? I've gone with   
>>> fastcgi and RT-3.2.2 with Apache2. I'd rather not move the helpdesk  
>>> off  this server.
>>>
>>>
>>>
>>> Thanks,
>>> Chris
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>>
>>
>>
>>
>>




From niranjan at altair.com  Fri Oct 22 09:36:39 2004
From: niranjan at altair.com (Niranjan Patel)
Date: Fri, 22 Oct 2004 09:36:39 -0400
Subject: [rt-users] Groups for Non Priviledged users
Message-ID: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE8@exchange.prog.altair.com>

I tried the other way.

In the file Admin/Elements/SelectNewGroupMembers I commented the line

$users->LimitToPrivileged();
This will show all users in the selection box for members.

Now you can add and remove all non privileged users to the groups at will
I just wanted to confirm that this should not be a problem going ahead with
the workflow of RT.

Niranjan

-----Original Message-----
From: Todd Chapman [mailto:rt at chaka.net] 
Sent: Thursday, October 21, 2004 6:37 PM
To: Niranjan Patel
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Groups for Non Priviledged users

Currently the RT interface only allows privileged users
to be put in a group, but that doesn't mean it can't
be done. There are 2 solution you might try:

1. Use the RT API do add the users to the groups.

2. Make them privileged, put them in the groups, and
then take away privileges. They should still be in the
groups.

-Todd

On Thu, Oct 21, 2004 at 04:18:21PM -0400, Niranjan Patel wrote:
> Hello All,
> 
>             
> 
>  We have 2 offices which have their own Queues. For example each one has
it
> own IT Queue.
> 
>  I was thinking of creating of creating 2 different Queues say IT-Office1
> and IT-Office2.
> 
>  Now in my system I will create 2 user groups and based on the location I
> will add Users to that group.
> 
>  Each group will have permission to create ticket in their own respective
> queue.
> 
>  I have 6 queues which will be common for at least 2 offices for now.
> 
>  
> 
>  Now the problem is I will have to make all users in the system Privileged
> for this to work. Since Grouping is only allowed for privileged users
> 
>  Is there any way to group non privileged users? Or even customize the
> system
> 
>  
> 
> regards
> 
> Niranjan Patel
>  
> 
>  
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com


From bortzmeyer at nic.fr  Fri Oct 22 09:23:36 2004
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Fri, 22 Oct 2004 15:23:36 +0200
Subject: [rt-users] Re: RT autoreply and spam
In-Reply-To: 
References: 
Message-ID: <20041022132336.GA21694@nic.fr>

On Fri, Oct 22, 2004 at 01:33:28PM +0100,
 Steve Ison  wrote 
 a message of 17 lines which said:

> How do I stop RT from sending an autoreply message to spam?, can I
> do something like "if incoming address doesn't match 
> discard it and do nothing"

I'm not sure you can do it inside RT. Why not going through procmail
instead?

Aliases file:

help: "|/usr/bin/procmail /etc/procmailrcs/request-tracker"

/etc/procmailrcs/request-tracker:

# http://download.bestpractical.com/pub/rt/contrib/3.0/rt_procmail.html

:0
# Bogofilter
* !^X-Bogosity: *YES
# SpamAssassin
* !^X-Spam-Flag: *YES
! rt-mailgate 

:0
/dev/null


From cpwe at deakin.edu.au  Fri Oct 22 09:49:50 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Fri, 22 Oct 2004 23:49:50 +1000
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
In-Reply-To: 
References: <4178EAFB.8080606@deakin.edu.au> 
Message-ID: <41790FFE.1030302@deakin.edu.au>

John,

Thanks, looks like that did the trick.


Wishing you well,
Chris Welsh


John Giles wrote:

>
> I just setup RT 3.2.2 on a Mandrake 10.0 with fastcgi and Apache 2 
> and  Mysql 4
> Everything was from rpms, except mod_fastcgi.
>
> Download mod_fastcgi-2.4.2 and edit the Makefile changing these three 
> lines
> because the Apache2 rpm install splits the lib and include directories.
> ----
> top_dir      = /usr/lib/apache2
> INCLUDES=-I/usr/include/apache2
> LIBS=-L/usr/lib/apache2
> ----
> Then make and install the fastcgi program
>
> Add this line to the /etc/httpd/conf/httpd2.conf file in
> -- 
> LoadModule fastcgi_module modules/mod_fastcgi.so
> -- 
>
> Then I added this module to the /etc/httpd/conf/commonhttpd.conf file
> ---
> 
>         AddHandler fastcgi-script fcgi
>         FastCgiIpcDir /tmp
>         FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 
> 120  -processes 4
> 
> ----
>
> Then my /etc/httpd/conf/vhosts/Vhosts.conf file has this entry
> -- 
> 
>   ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> 
> -- 
>
> Make sure you don't have any mod_perl rpms installed.
>
> John Giles
> john at trdlnk.com
>
>
>
> On Fri, 22 Oct 2004 21:11:55 +1000, Christopher Welsh 
>   wrote:
>
>>
>> Hi,
>>
>>
>> I'm no expert a this but I have the basics of RT running, I've setup  
>> users and test queues. It's simply a great helpdesk.
>> The problem I have is that to get it going, I had to make some  
>> compromises.
>>
>> 1 - Had to remove suexec
>> 2 - It will not run as a virtual host. It tells me I cannot have  
>> "FastCgiIpcDir /tmp",   "FastCgiServer", ScriptAlias" in the virtual  
>> host's section. So I have not worked out how to set this up as a 
>> virtual  host. It hogs the whole server in it's current state; No 
>> other web apps  will run.
>>
>>
>> I have read and installed using  the info from  
>> "http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration", but  
>> Mandrake's apache must do it a little different.
>>
>> Mandrake 10.0 splits it up into the following relevant files. To get 
>> it  working I had to do the following:
>>
>> httpd2.conf
>> ----------------
>> Fastcgi module loaded,
>>
>>
>> commonhttpd.conf
>> --------------------------
>>  # Pass through requests to display images
>>    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>>
>>    # Tell FastCGI to put its temporary files somewhere sane.
>>    FastCgiIpcDir /tmp
>>
>>    # Number of processes is tunable, but you need at least 3 or 4
>>    FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120  
>> -processes 4
>>
>>    ##AddHandler fastcgi-script fcgi
>>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>
>>
>> vhosts/Vhosts.conf
>> ----------------------------
>> 
>> ServerName helpdesk.staff
>> ####ServerPath /usr/local/rt3/share/html
>> DocumentRoot /usr/local/rt3/share/html
>>    ####Alias /rt /usr/local/rt3/share/html
>> ####
>> ####
>>    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>> ####
>>    AddHandler fastcgi-script fcgi
>>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>> ####
>>    
>>      SetHandler default-handler
>>    
>> ####
>> 
>>
>>
>>
>> Could you send me your  Mandrake/Apache conf files? I've gone with  
>> fastcgi and RT-3.2.2 with Apache2. I'd rather not move the helpdesk 
>> off  this server.
>>
>>
>>
>> Thanks,
>> Chris
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>
>
>
>
>



From john at trdlnk.com  Fri Oct 22 10:13:58 2004
From: john at trdlnk.com (John Giles)
Date: Fri, 22 Oct 2004 09:13:58 -0500
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
In-Reply-To: 
References: <4178EAFB.8080606@deakin.edu.au> 
Message-ID: 


Sorry, my mistake again... :)

The below  section is correct not the commented >>> one


    ServerName rt322
    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/


I also needed a vitual interface for the above ip_address

-john


>>> On Fri, 22 Oct 2004 07:19:10 -0500, John Giles  wrote:
>>>
>>> Then my /etc/httpd/conf/vhosts/Vhosts.conf file has this entry
>>> --
>>> 
>>>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>> 
>>> --


From mailbag at anothernet.com  Fri Oct 22 10:26:54 2004
From: mailbag at anothernet.com (Mailbag)
Date: Fri, 22 Oct 2004 10:26:54 -0400
Subject: [rt-users] RT auto reply and spam
In-Reply-To: 
Message-ID: 

You can prevent RT from auto replying by changing the "Precedence" of the
e-mail to "Bulk".  We do this using procmail and formail to avoid replying
to e-mails from addresses we know we don't want to reply to.  Here's an
example:

:0fhw: .msgid.lock
* ^From:.*amazon.com.*
| formail -i "Precedence: Bulk"

You could use some kind of spam detector and change the precedence to bulk
that way.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Steve Ison
> Sent: Friday, October 22, 2004 8:33 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT autoreply and spam
>
>
> Dear All,
> How do I stop RT from sending an autoreply message to spam?, can I do
> something like "if incoming address doesn't match  discard it and
> do nothing"
>
> Many thanks,
> Steve.
>
> --
> Stephen Ison
> Unix Support
> University of Cambridge Computing Service
> si202 at cam.ac.uk
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From rt at chaka.net  Fri Oct 22 09:52:52 2004
From: rt at chaka.net (Todd Chapman)
Date: Fri, 22 Oct 2004 09:52:52 -0400
Subject: [rt-users] Groups for Non Priviledged users
In-Reply-To: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE8@exchange.prog.altair.com>
References: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE8@exchange.prog.altair.com>
Message-ID: <20041022135252.GS10762@chaka.net>

That sounds reasonable.

-Todd

On Fri, Oct 22, 2004 at 09:36:39AM -0400, Niranjan Patel wrote:
> I tried the other way.
> 
> In the file Admin/Elements/SelectNewGroupMembers I commented the line
> 
> $users->LimitToPrivileged();
> This will show all users in the selection box for members.
> 
> Now you can add and remove all non privileged users to the groups at will
> I just wanted to confirm that this should not be a problem going ahead with
> the workflow of RT.
> 
> Niranjan
> 
> -----Original Message-----
> From: Todd Chapman [mailto:rt at chaka.net] 
> Sent: Thursday, October 21, 2004 6:37 PM
> To: Niranjan Patel
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Groups for Non Priviledged users
> 
> Currently the RT interface only allows privileged users
> to be put in a group, but that doesn't mean it can't
> be done. There are 2 solution you might try:
> 
> 1. Use the RT API do add the users to the groups.
> 
> 2. Make them privileged, put them in the groups, and
> then take away privileges. They should still be in the
> groups.
> 
> -Todd
> 
> On Thu, Oct 21, 2004 at 04:18:21PM -0400, Niranjan Patel wrote:
> > Hello All,
> > 
> >             
> > 
> >  We have 2 offices which have their own Queues. For example each one has
> it
> > own IT Queue.
> > 
> >  I was thinking of creating of creating 2 different Queues say IT-Office1
> > and IT-Office2.
> > 
> >  Now in my system I will create 2 user groups and based on the location I
> > will add Users to that group.
> > 
> >  Each group will have permission to create ticket in their own respective
> > queue.
> > 
> >  I have 6 queues which will be common for at least 2 offices for now.
> > 
> >  
> > 
> >  Now the problem is I will have to make all users in the system Privileged
> > for this to work. Since Grouping is only allowed for privileged users
> > 
> >  Is there any way to group non privileged users? Or even customize the
> > system
> > 
> >  
> > 
> > regards
> > 
> > Niranjan Patel
> >  
> > 
> >  
> > 
> 
> > _______________________________________________
> > 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  Fri Oct 22 11:05:01 2004
From: seph at directionless.org (seph)
Date: Fri, 22 Oct 2004 11:05:01 -0400
Subject: [rt-users] Re: rt-mailgate and web authentication.
In-Reply-To:  (Steve
	Ison's message of "Thu, 21 Oct 2004 16:20:32 +0100 (BST)")
References: 
Message-ID: 

> Is there some way of allowing rt-mailgate to access apache without
> disabling the web authentication?

You don't need authenticate for the NoAuth portion of the site. You
could configure your apache appropriately.

seph


From seph at directionless.org  Fri Oct 22 11:05:41 2004
From: seph at directionless.org (seph)
Date: Fri, 22 Oct 2004 11:05:41 -0400
Subject: [rt-users] Re: mail gateway doesn't work
In-Reply-To: <1098372131.3433.23.camel@celery> (Tom Vier's message of "Thu,
	21 Oct 2004 11:22:11 -0400")
References: <1098219384.3433.19.camel@celery>
	 <1098372131.3433.23.camel@celery>
Message-ID: 

>> > temporary failure
>> well, if you read that message, rt-mailgate says the server said
>> "temporary failure" so what's in the server logs?
>
> not much. nothing in error.log. access.log recorded this:

that's the apache logs. Is there anything in the RT log? 

seph


From seph at directionless.org  Fri Oct 22 11:09:17 2004
From: seph at directionless.org (seph)
Date: Fri, 22 Oct 2004 11:09:17 -0400
Subject: [rt-users] Re: Groups for Non Priviledged users
In-Reply-To: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE6@exchange.prog.altair.com>
	(Niranjan Patel's message of "Thu, 21 Oct 2004 16:18:21 -0400")
References: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE6@exchange.prog.altair.com>
Message-ID: 

>  Now the problem is I will have to make all users in the system
> Privileged for this to work.

I'm curious why don't you want to make them privledged, as that would
normally be my model. 

seph


From cpwe at deakin.edu.au  Fri Oct 22 11:26:31 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Sat, 23 Oct 2004 01:26:31 +1000
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
In-Reply-To: 
References: <4178EAFB.8080606@deakin.edu.au> 
	
Message-ID: <417926A7.5000804@deakin.edu.au>

Thanks John,


But I cannot seem to get both virtual hosts in my Vhost.conf file to 
work together. It seems to only use sjcsms.staff. when I type in 
http://helpdesk.staff I only get the sjcsms.staff page. Any suggestions? 
These are the same IP, named virtual hosts.


        ServerName helpdesk.staff
        DocumentRoot /home/sjcsms/public_html
        Alias /sjcsms /home/sjcsms/public_html



        ServerName helpdesk.staff
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
        DocumentRoot /usr/local/rt3/share/html
        
     SetHandler default-handler
   


Chris

John Giles wrote:

>
> Sorry, my mistake again... :)
>
> The below  section is correct not the commented >>> one
>
> 
>    ServerName rt322
>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> 
>
> I also needed a vitual interface for the above ip_address
>
> -john
>
>
>>>> On Fri, 22 Oct 2004 07:19:10 -0500, John Giles  
>>>> wrote:
>>>>
>>>> Then my /etc/httpd/conf/vhosts/Vhosts.conf file has this entry
>>>> -- 
>>>> 
>>>>    ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>>>> 
>>>> -- 
>>>
>
>



From Ruslan.Zakirov at acronis.com  Fri Oct 22 11:33:39 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Fri, 22 Oct 2004 19:33:39 +0400
Subject: [rt-users] Groups for Non Priviledged users
In-Reply-To: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE8@exchange.prog.altair.com>
References: <26EB93D6A797D411A41F00D0B7D4E81C0754DCE8@exchange.prog.altair.com>
Message-ID: <41792853.70403@acronis.com>

Be aware this is memory hog.
Don't do that if you have many users(85k++ in our case).

Also don't rely on this behaviour in next releases.
I'm going to patch it and would be pushing ahead into mainline cause I 
consider this as security issue.

Scenario:
* User is highly privileged(almost SU or SU)
* He leaves team and you mark him as Unpriveleged cause now he is normal 
outsider. You have public queues(he may want access to) so you don't 
disable his account.
* You think that he is Unprivileged, but he is not. Yes, he has only 
SelfService, but he still has access to tickets via ID.

Test case:
1) create test priveleged user
2) grant him SU
3) makes him unpriv
4) login via WebUI under his account => you are in SelfService
5) type in any valid ticket id in searchbox

Sad but true.

					Best regards. Ruslan.


Niranjan Patel wrote:
> I tried the other way.
> 
> In the file Admin/Elements/SelectNewGroupMembers I commented the line
> 
> $users->LimitToPrivileged();
> This will show all users in the selection box for members.
> 
> Now you can add and remove all non privileged users to the groups at will
> I just wanted to confirm that this should not be a problem going ahead with
> the workflow of RT.
> 
> Niranjan
> 
> -----Original Message-----
> From: Todd Chapman [mailto:rt at chaka.net] 
> Sent: Thursday, October 21, 2004 6:37 PM
> To: Niranjan Patel
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Groups for Non Priviledged users
> 
> Currently the RT interface only allows privileged users
> to be put in a group, but that doesn't mean it can't
> be done. There are 2 solution you might try:
> 
> 1. Use the RT API do add the users to the groups.
> 
> 2. Make them privileged, put them in the groups, and
> then take away privileges. They should still be in the
> groups.
> 
> -Todd
> 
> On Thu, Oct 21, 2004 at 04:18:21PM -0400, Niranjan Patel wrote:
> 
>>Hello All,
>>
>>            
>>
>> We have 2 offices which have their own Queues. For example each one has
> 
> it
> 
>>own IT Queue.
>>
>> I was thinking of creating of creating 2 different Queues say IT-Office1
>>and IT-Office2.
>>
>> Now in my system I will create 2 user groups and based on the location I
>>will add Users to that group.
>>
>> Each group will have permission to create ticket in their own respective
>>queue.
>>
>> I have 6 queues which will be common for at least 2 offices for now.
>>
>> 
>>
>> Now the problem is I will have to make all users in the system Privileged
>>for this to work. Since Grouping is only allowed for privileged users
>>
>> Is there any way to group non privileged users? Or even customize the
>>system
>>
>> 
>>
>>regards
>>
>>Niranjan Patel
>> 
>>
>> 
>>
> 
> 
>>_______________________________________________
>>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 gdunn at inscriber.com  Fri Oct 22 11:57:18 2004
From: gdunn at inscriber.com (Graham Dunn)
Date: Fri, 22 Oct 2004 11:57:18 -0400
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
In-Reply-To: <417926A7.5000804@deakin.edu.au>
References: <4178EAFB.8080606@deakin.edu.au>
		
	<417926A7.5000804@deakin.edu.au>
Message-ID: <41792DDE.2060308@inscriber.com>

Christopher Welsh wrote:
> Thanks John,
> 
> 
> But I cannot seem to get both virtual hosts in my Vhost.conf file to 
> work together. It seems to only use sjcsms.staff. when I type in 
> http://helpdesk.staff I only get the sjcsms.staff page. Any suggestions? 
> These are the same IP, named virtual hosts.
> 
> 
>        ServerName helpdesk.staff
>        DocumentRoot /home/sjcsms/public_html
>        Alias /sjcsms /home/sjcsms/public_html
> 
> 
> 
>        ServerName helpdesk.staff
>        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>        DocumentRoot /usr/local/rt3/share/html
>        
>     SetHandler default-handler
>   
> 

I think you want to have something like:


         ServerName sjcsms.staff
         DocumentRoot /home/sjcsms/public_html
         Alias /sjcsms /home/sjcsms/public_html



         ServerName helpdesk.staff
         ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
         DocumentRoot /usr/local/rt3/share/html
         
      SetHandler default-handler
    


instead.

Also make sure you have

NameVirtualHost *

defined.

Graham


From victoria at rambler-co.ru  Fri Oct 22 11:40:41 2004
From: victoria at rambler-co.ru (Kalinitcheva Victoria)
Date: Fri, 22 Oct 2004 19:40:41 +0400
Subject: [rt-users] Anyone installed RT on Mandrake - Help?
Message-ID: <291ABF6CBE162F45B006AFF7AB770B88049DA945@office.rambler.stack.net>

Christopher

Try 

NameVirtualHost addr[:port]


        ServerName sjcsms.staff
        DocumentRoot /home/sjcsms/public_html
        Alias /sjcsms /home/sjcsms/public_html



        ServerName helpdesk.staff
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
        DocumentRoot /usr/local/rt3/share/html
        
     SetHandler default-handler
   


See:
http://httpd.apache.org/docs/mod/core.html#virtualhost
http://httpd.apache.org/docs/mod/core.html#servername



> -----Original Message-----
> From: Christopher Welsh [mailto:cpwe at deakin.edu.au] 
> Sent: Friday, October 22, 2004 7:27 PM
> To: John Giles
> Cc: rt-users
> Subject: Re: [rt-users] Anyone installed RT on Mandrake - Help?
> 
> 
> Thanks John,
> 
> 
> But I cannot seem to get both virtual hosts in my Vhost.conf file to 
> work together. It seems to only use sjcsms.staff. when I type in 
> http://helpdesk.staff I only get the sjcsms.staff page. Any 
> suggestions? 
> These are the same IP, named virtual hosts.
> 
> 
>         ServerName helpdesk.staff
>         DocumentRoot /home/sjcsms/public_html
>         Alias /sjcsms /home/sjcsms/public_html
> 
> 
> 
>         ServerName helpdesk.staff
>         ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
>         DocumentRoot /usr/local/rt3/share/html
>         
>      SetHandler default-handler
>    
> 
> 
> Chris

[...]

Best regards, Vicki


From jesse at bestpractical.com  Fri Oct 22 12:59:51 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 22 Oct 2004 12:59:51 -0400
Subject: [rt-users] Speeding up RT3
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE2434DE@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE2434DE@vic-cr-ex1.staff.netspace.net.au>
Message-ID: 


On Oct 22, 2004, at 1:01 AM, Matthew Watson wrote:

>
>>
>> Looking at this, my best guess is RT is spending most of its time
>> waiting on the database.
>>
>> --
>
> As a follow on, how many queries should be run for index.html?
>
> I've setup logging of the queries that were being run, I'm find for a
> user with 25 queues, for the index.html I'm getting about 250 queries!

Are there duplicate queries? What percentage of them are ACLs? do you 
do per-queue acls or glbal acls? Want to answer the rest of my 
debugging questions from the previous message?


> Regards,
> Matt.
>
>
> 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.
>



From Ruslan.Zakirov at acronis.com  Fri Oct 22 13:31:38 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Fri, 22 Oct 2004 21:31:38 +0400
Subject: [rt-users] Suppressing method error messages
In-Reply-To: 
References: 
Message-ID: <417943FA.7050903@acronis.com>

Mike Friedman wrote:
> Is there an easy way, in a perl script, to suppress error messages written
> by RT methods to STDERR?  For example, inside a loop, I have something
> like this:
> 
>   $TicketNumber = $TicketObj->Load($i);
>   next unless (defined $TicketNumber);
Why don't you RT::Tickets object instead?

> 
> but if ticket number '$i' doesn't exist, I get an ugly message from the
> Ticket->Load method:
> 
>   [crit]: RT::Ticket=HASH(0x8c89988) tried to load a bogus ticket:
> 
> when all I want to do is continue without printing anything.  (In general,
> redirecting STDERR to /dev/null is not feasible, since I may want to write
> my own messages there and have them seen).
> 
> Thanks.
> 
> Mike
> 
> ------------------------------------------------------------------------------
> Mike Friedman                             System and Network Security
> mikef at ack.Berkeley.EDU                    2484 Shattuck Avenue
> 1-510-642-1410                            University of California at Berkeley
> http://ack.Berkeley.EDU/~mikef            http://security.berkeley.edu
> ------------------------------------------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From jschock at brynmawr.edu  Fri Oct 22 12:38:12 2004
From: jschock at brynmawr.edu (Jeanne Schock)
Date: Fri, 22 Oct 2004 12:38:12 -0400
Subject: [rt-users] RequestTracker use at colleges and universities
Message-ID: <20041022123812.177ecd62.jschock@brynmawr.edu>

Dear List Members,

Bryn Mawr college is currently evaluating a number of proprietary and open source solutions to replace TroubleReporter. This is very much a committee process. Those of us in Systems would like to go with RequestTracker. Being able to present the committee with a list of other educational institutions, especially those of the small liberal arts type, would go a long way towards getting approval for our recommendation. We would also love to find some nearby colleges in PA or NJ with whom we could arrange a visit for committee members to see RT in action. 

Any information or invitations to discuss how you use RT at your college would be very much appreciated.

Cheers,

Jeanne 

-- 
Jeanne Schock
Unix Systems Administrator
Information Services
Bryn Mawr College
jschock at brynmawr.edu
610-526-7972


From john at trdlnk.com  Fri Oct 22 14:07:17 2004
From: john at trdlnk.com (John Giles)
Date: Fri, 22 Oct 2004 13:07:17 -0500
Subject: [rt-users] Tickets not unfolding in upper left
In-Reply-To: <291ABF6CBE162F45B006AFF7AB770B88049DA945@office.rambler.stack.net>
References: <291ABF6CBE162F45B006AFF7AB770B88049DA945@office.rambler.stack.net>
Message-ID: 


Hello

Upgraded installation from RT 3.0.8 to 3.2.2
Mandrake 10.0
Apache 2
fastcgi
Mysql 4
Perl 5.8.3

When I click on a ticket, the ticket information shows in the main area,
but the links on the left are not correctly updating.  The same happens
if I click on the Tickets link in the upper left section.  It does not
show me the New Search sublink.

In RT 3.0.8 when displaying a ticket the left column shows:
Home
Tickets
  Search
   New Search
  #14291
   Display
   History
   Basics
   Dates
   People
   Links
   Jumbo
RTFM
Configuration
Preferences
Approval
Statistics

But in RT 3.2.2 when displaying a ticket, the left column shows this  
without
the sublinks:
Home
Tickets
RTFM
Configuration
Preferences
Approval
Statistics

NOTE: When I click on other links in that left side, ex Configuration,  
Preferences.
       They update properly with sublinks, it's just the Tickets link ???

John Giles
john at trdlnk.com



From mikef at ack.Berkeley.EDU  Fri Oct 22 14:08:24 2004
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Fri, 22 Oct 2004 11:08:24 -0700 (PDT)
Subject: [rt-users] Suppressing method error messages
In-Reply-To: <417943FA.7050903@acronis.com>
References: 
	<417943FA.7050903@acronis.com>
Message-ID: 

On Fri, 22 Oct 2004 at 21:31 (+0400), Ruslan U. Zakirov wrote:

> Mike Friedman wrote:
>> Is there an easy way, in a perl script, to suppress error messages written
>> by RT methods to STDERR?  For example, inside a loop, I have something
>> like this:
>>
>>   $TicketNumber = $TicketObj->Load($i);
>>   next unless (defined $TicketNumber);

> Why don't you RT::Tickets object instead?

I'm using an RT::Ticket object, $TicketObj is just a loop variable whose
value is such an object.  I need the RT::Ticket->Load method in order to
load a specific ticket number(*).  (I don't see a Load method in
RT::Tickets, only in RT::Ticket).

(*) Because the purpose of this script is to run through a range of
tickets looking only for those that have status 'deleted'.  Which means I
can't use LimitStatus, for example, because it won't return deleted
tickets.

Looking in the source for Ticket_Overlay.pm, I see where it is writing out
error messages.  It's those messages I want to suppress.  The docs say
that if the specified ticket number doesn't exist, 'undef' is returned,
which is true and that's all I need.  I don't want an error message to
appear;  I'll just terminate my loop silently in that case.

As it happens, I have found a workaraound, using perl facilities.  I dup
the STDERR filehandle, save its destination, temporarily open STDERR as
/dev/null and then reset the original destination for STDERR when I am no
longer using Ticket->Load.  But this approach could get ugly in other
scripts, where I might be writing my own error messages even as I'm also
using the Ticket->Load method.

Mike

------------------------------------------------------------------------------
Mike Friedman                             System and Network Security
mikef at ack.Berkeley.EDU                    2484 Shattuck Avenue
1-510-642-1410                            University of California at Berkeley
http://ack.Berkeley.EDU/~mikef            http://security.berkeley.edu
------------------------------------------------------------------------------


From mjoseff at yellowbrix.com  Fri Oct 22 14:19:12 2004
From: mjoseff at yellowbrix.com (Matthew Joseff)
Date: Fri, 22 Oct 2004 14:19:12 -0400 (EDT)
Subject: [rt-users] Silent Resolve
Message-ID: 


Is there a way to resolve a ticket without sending the requestor 
notification that said ticket has been resolved?  Using the "Basics" link 
and changing the drop down still notifies.

-- 
Matthew Joseff, Director Technical Operations
(p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261
YellowBrix - Transforming Content Into Action.


From Ruslan.Zakirov at acronis.com  Fri Oct 22 14:26:16 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Fri, 22 Oct 2004 22:26:16 +0400
Subject: [rt-users] Suppressing method error messages
In-Reply-To: 
References: 
	<417943FA.7050903@acronis.com>
	
Message-ID: <417950C8.8010005@acronis.com>

Mike Friedman wrote:
> On Fri, 22 Oct 2004 at 21:31 (+0400), Ruslan U. Zakirov wrote:
> 
> 
>>Mike Friedman wrote:
>>
>>>Is there an easy way, in a perl script, to suppress error messages written
>>>by RT methods to STDERR?  For example, inside a loop, I have something
>>>like this:
>>>
>>>  $TicketNumber = $TicketObj->Load($i);
>>>  next unless (defined $TicketNumber);
> 
> 
>>Why don't you RT::Tickets object instead?
> 
> 
> I'm using an RT::Ticket object, $TicketObj is just a loop variable whose
> value is such an object.  I need the RT::Ticket->Load method in order to
> load a specific ticket number(*).  (I don't see a Load method in
> RT::Tickets, only in RT::Ticket).
> 
> (*) Because the purpose of this script is to run through a range of
> tickets looking only for those that have status 'deleted'.  Which means I
Same problem in RTx::Shredder that's why I ship it with patch. Didn't 
envestigate other variants.

> can't use LimitStatus, for example, because it won't return deleted
> tickets.
> 
> Looking in the source for Ticket_Overlay.pm, I see where it is writing out
> error messages.  It's those messages I want to suppress.  The docs say
> that if the specified ticket number doesn't exist, 'undef' is returned,
> which is true and that's all I need.  I don't want an error message to
> appear;  I'll just terminate my loop silently in that case.
> 
> As it happens, I have found a workaraound, using perl facilities.  I dup
> the STDERR filehandle, save its destination, temporarily open STDERR as
> /dev/null and then reset the original destination for STDERR when I am no
> longer using Ticket->Load.  But this approach could get ugly in other
> scripts, where I might be writing my own error messages even as I'm also
> using the Ticket->Load method.
> 
> Mike
> 
> ------------------------------------------------------------------------------
> Mike Friedman                             System and Network Security
> mikef at ack.Berkeley.EDU                    2484 Shattuck Avenue
> 1-510-642-1410                            University of California at Berkeley
> http://ack.Berkeley.EDU/~mikef            http://security.berkeley.edu
> ------------------------------------------------------------------------------



From jayce at lug-nut.com  Fri Oct 22 14:55:18 2004
From: jayce at lug-nut.com (Jayce^)
Date: Fri, 22 Oct 2004 12:55:18 -0600
Subject: [rt-users] wiki spam
Message-ID: <200410221255.18192.jayce@lug-nut.com>

Has anybody else noticed a large amount of the wiki pages being changed today, 
filled with some serious spam.

eg http://wiki.bestpractical.com/index.cgi?Documentation
-- 
--
Jayce^
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From shildreth at allantgroup.com  Fri Oct 22 15:06:33 2004
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Fri, 22 Oct 2004 14:06:33 -0500
Subject: [rt-users] wiki spam
In-Reply-To: <200410221255.18192.jayce@lug-nut.com>
References: <200410221255.18192.jayce@lug-nut.com>
Message-ID: <1098471992.66788.630.camel@scotth.emsphone.com>

I can't even get to the page.

On Fri, 2004-10-22 at 13:55, Jayce^ wrote:
> Has anybody else noticed a large amount of the wiki pages being changed today, 
> filled with some serious spam.
> 
> eg http://wiki.bestpractical.com/index.cgi?Documentation


From niels=rt at bakker.net  Fri Oct 22 15:06:54 2004
From: niels=rt at bakker.net (Niels Bakker)
Date: Fri, 22 Oct 2004 21:06:54 +0200
Subject: [rt-users] Silent Resolve
In-Reply-To: 
References: 
Message-ID: <20041022190653.GV1190@snowcrash.tpb.net>

* mjoseff at yellowbrix.com (Matthew Joseff) [Fri 22 Oct 2004, 20:16 CEST]:
> Is there a way to resolve a ticket without sending the requestor 
> notification that said ticket has been resolved?  Using the "Basics"
> link and changing the drop down still notifies.

There's a scrip responsible for sending out notifications.  You can
remove it, or perhaps modify the trigger.

Alternatively, apply this patch to add an extra status "resolved(quiet)":
http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve.patch


	-- Niels.

-- 
Today's subliminal thought is:  


From jesse at bestpractical.com  Fri Oct 22 15:14:37 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 22 Oct 2004 15:14:37 -0400
Subject: [rt-users] wiki spam
In-Reply-To: <200410221255.18192.jayce@lug-nut.com>
References: <200410221255.18192.jayce@lug-nut.com>
Message-ID: <20041022191437.GT17824@pallas.eruditorum.org>


On Fri, Oct 22, 2004 at 12:55:18PM -0600, Jayce^ wrote:
> Has anybody else noticed a large amount of the wiki pages being changed today, 
> filled with some serious spam.
> 
> eg http://wiki.bestpractical.com/index.cgi?Documentation


Indeed. Perhaps they got ticked off that I started implementating
anti-spam measures yesterday. I've now blocked the entire /8 that this
spammer was coming from. I've got a couple more tricks up my sleeve, but
yeah. I'm displeased :/

> -- 
> --
> Jayce^



> _______________________________________________
> 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  Fri Oct 22 15:19:25 2004
From: phil-rt-users at ipal.net (Phil Howard)
Date: Fri, 22 Oct 2004 14:19:25 -0500
Subject: [rt-users] Perl version for RT
Message-ID: <20041022191925.GA24445@vega.ipal.net>

I'm running "Red Hat Enterprise Linux ES release 3 (Taroon Update 2)" which
has a version of Perl older than what RT docs say is needed.  But so far I
have not found an RPM for the latest version of Perl.  Does anyone here run
RT on Redhat, and can you tell me where you got your newest Perl RPM?

-- 
-----------------------------------------------------------------------------
| Phil Howard KA9WGN       | http://linuxhomepage.com/      http://ham.org/ |
| (first name) at ipal.net | http://phil.ipal.org/   http://ka9wgn.ham.org/ |
-----------------------------------------------------------------------------


From rtusers at memory.blank.org  Fri Oct 22 15:42:15 2004
From: rtusers at memory.blank.org (Nathan J. Mehl)
Date: Fri, 22 Oct 2004 15:42:15 -0400
Subject: [rt-users] odd problem after portupgrade
In-Reply-To: <20041022191925.GA24445@vega.ipal.net>
References: <20041022191925.GA24445@vega.ipal.net>
Message-ID: <20041022194214.GM13394@blank.org>


In one fell swoop, I've recently upgraded my freebsd server to perl
5.8.5, mod_perl 1.29_1, and rt 3.2.2.

Since then we've been seeing random errors when opening up URLs inside
RT, like this:

     error:   	Can't locate unicore/Canonical.pl in @INC (@INC
     contains: /usr/local/lib/perl5/site_perl/5.8.4
     /usr/local/rt3/local/lib /usr/local/rt3/lib
     /usr/local/lib/perl5/site_perl/5.8.4/i386-freebsd-64int
     /usr/local/lib/perl5/site_perl/5.8.4/mach
     /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.4/BSDPAN
     /usr/local/lib/perl5/5.8.4/mach /usr/local/lib/perl5/5.8.4 .
     /usr/local/ /usr/local/lib/perl) at
     /usr/local/lib/perl5/5.8.4/utf8_heavy.pl line 81.
     context:  	
     unable to open file  	
     code stack:  	/usr/local/lib/perl5/5.8.4/utf8_heavy.pl:81
     /usr/local/rt3/share/html/Elements/Menu:64
     /usr/local/rt3/share/html/Elements/Menu:89
     /usr/local/rt3/share/html/Elements/PageLayout:61
     /usr/local/rt3/local/html/Elements/Tabs:24
     /usr/local/rt3/share/html/Ticket/Elements/Tabs:47
     /usr/local/rt3/share/html/Search/Results.html:47
     /usr/local/rt3/share/html/autohandler:221
     raw error

What's strange about this is that, well... we shouldn't be looking in
the 5.8.4 directories there.  unicore/Canonical.pl is in
/usr/local/lib/perl5/5.8.5.  libperl.so knows this:

     $ strings libperl.so |grep 5.8
     /usr/local/lib/perl5/5.8.5/mach/CORE
     /usr/local/lib/perl5/site_perl/5.8.5/i386-freebsd-64int

...and for that matter, perl knows this:

     Characteristics of this binary (from libperl):
       Compile-time options: USE_64_BIT_INT USE_LARGE_FILES
       Built under freebsd
       Compiled at Oct 21 2004 16:57:56
       @INC:
         /usr/local/lib/perl5/site_perl/5.8.5/mach
         /usr/local/lib/perl5/site_perl/5.8.5
         /usr/local/lib/perl5/site_perl/5.8.4
         /usr/local/lib/perl5/site_perl/5.005
         /usr/local/lib/perl5/site_perl
         /usr/local/lib/perl5/5.8.5/BSDPAN
         /usr/local/lib/perl5/5.8.5/mach
         /usr/local/lib/perl5/5.8.5
         .

...and there's (as far as I can tell) nothing in apache's or RT's
configuration or environment that would point to the 5.8.4 @INC rather
than the perl default @INC.

And yet... there the error is.  I've restarted apache and cleaned out
both the session_data and mason_data directories, to no avail.

Am I missing something?

-n

------------------------------------------------------------
     Remember when they told you there'd be no future?  Well, this is it.
----------------------------------------------------


From mbrodeur+rt at NextTime.com  Fri Oct 22 15:39:25 2004
From: mbrodeur+rt at NextTime.com (Matt Brodeur)
Date: Fri, 22 Oct 2004 15:39:25 -0400
Subject: [rt-users] Perl version for RT
In-Reply-To: <20041022191925.GA24445@vega.ipal.net>
References: <20041022191925.GA24445@vega.ipal.net>
Message-ID: <20041022193925.GC26090@perhaps.nexttime.com>

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Name: msg.pgp
URL: 

From rtusers at memory.blank.org  Fri Oct 22 16:32:21 2004
From: rtusers at memory.blank.org (Nathan J. Mehl)
Date: Fri, 22 Oct 2004 16:32:21 -0400
Subject: [rt-users] odd problem after portupgrade
In-Reply-To: <20041022194214.GM13394@blank.org>
References: <20041022191925.GA24445@vega.ipal.net>
	<20041022194214.GM13394@blank.org>
Message-ID: <20041022203220.GN13394@blank.org>


Sigh.  Ignore that problem report -- user error, and an obvious one.

------------------------------------------------------------
I have seen the future of the net, and it's a pimply 14-year old boy shouting
"ADD ME TO THE LIST!!!!11!!!"  Forever.
----------------------------------------------------


From bartelt at slac.stanford.edu  Fri Oct 22 17:16:46 2004
From: bartelt at slac.stanford.edu (John Bartelt)
Date: Fri, 22 Oct 2004 14:16:46 -0700 (PDT)
Subject: [rt-users] RTFM: can't get article by number
In-Reply-To: <20041022190800.9EF1F84C09B@pallas.eruditorum.org>
References: <20041022190800.9EF1F84C09B@pallas.eruditorum.org>
Message-ID: 

I couldn't find anything in the wiki or archives on this.
I'm using RT 3.0.11 and RTFM 2.0.4 (apache 1.3.31, mod_perl,
mysql 4.0.20).

When I go to the RT update ticket page, if I put an article _number_
in the "Include RTFM article:" box (e.g., '3'), I just get:

#:
---

in the message box (and 20kb of warnings/errors in RT log; see below).
If I type in the exact name of the article, it works fine (191 bytes
of in debug info in the log).

Seems like I'm missing something simple.  Or do I need to upgrade
to 3.2.x?  (soon...)

=>  The RT log messages (when the error occurs) start like this:

[Fri Oct 22 20:58:56 2004] [debug]: RT::FM::ArticleCollection Limit called
:QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !=
(/opt/rt3.0.11/lib/RT/FM/ArticleCollection_Overlay.pm:78)
[Fri Oct 22 20:59:14 2004] [warning]: Trying to check RT::FM::Class rights
for an unspecified RT::FM::Class at
/opt/rt3.0.11/lib/RT/Principal_Overlay.pm line 354
...
The first [crit] message is:
[Fri Oct 22 20:59:14 2004] [crit]: Trying to check RT::FM::Class rights
for an unspecified RT::FM::Class
(/opt/rt3.0.11/lib/RT/Principal_Overlay.pm:355)
...
(and more similar).

I can send the all 130 lines if it will help.

thanks, John

+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=
John Bartelt                             bartelt at SLAC.Stanford.edu
Stanford Linear Accelerator Center       650-926-4591
MS 97
2575 Sand Hill Road
Menlo Park, CA 94025                     office:  SCS room 380


From ges at wingfoot.org  Fri Oct 22 18:44:26 2004
From: ges at wingfoot.org (Glenn Sieb)
Date: Fri, 22 Oct 2004 18:44:26 -0400
Subject: [rt-users] wiki spam
In-Reply-To: <20041022191437.GT17824@pallas.eruditorum.org>
References: <200410221255.18192.jayce@lug-nut.com>
	<20041022191437.GT17824@pallas.eruditorum.org>
Message-ID: <41798D4A.9040403@wingfoot.org>

Jesse Vincent said the following on 10/22/2004 3:14 PM:

>Indeed. Perhaps they got ticked off that I started implementating
>anti-spam measures yesterday. I've now blocked the entire /8 that this
>spammer was coming from. I've got a couple more tricks up my sleeve, but
>yeah. I'm displeased :/
>  
>
It's one of the good/bad things about Wiki's... I don't know about 
Kwiki, but I know that some allow you to disallow changes by people "not 
a member of a group" (like on TWiki, I can say "Only people who are 
members of (say) RTUsers can edit this page")--granted, it's a bit more 
work on your end, but less work than, say, having to clean up all those 
wiki pages when spammers decide to play.

Best,
Glenn

-- 
"They that can give up essential liberty to obtain a little temporary 
safety deserve neither liberty nor safety." 
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From jesse at bestpractical.com  Fri Oct 22 19:15:40 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 22 Oct 2004 19:15:40 -0400
Subject: [rt-users] wiki spam
In-Reply-To: <41798D4A.9040403@wingfoot.org>
References: <200410221255.18192.jayce@lug-nut.com>
	<20041022191437.GT17824@pallas.eruditorum.org>
	<41798D4A.9040403@wingfoot.org>
Message-ID: <20041022231540.GB17824@pallas.eruditorum.org>




On Fri, Oct 22, 2004 at 06:44:26PM -0400, Glenn Sieb wrote:
> It's one of the good/bad things about Wiki's... I don't know about 
> Kwiki, but I know that some allow you to disallow changes by people "not 
> a member of a group" (like on TWiki, I can say "Only people who are 
> members of (say) RTUsers can edit this page")--granted, it's a bit more 
> work on your end, but less work than, say, having to clean up all those 
> wiki pages when spammers decide to play.

And that also kills new users' ability to provide feedback. Part of the
solution is making sure that these twits don't get any google pagerank
out of the deal. 

> Best,
> Glenn
> 
> -- 
> "They that can give up essential liberty to obtain a little temporary 
> safety deserve neither liberty nor safety." 
>          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
> 

-- 


From ges at wingfoot.org  Fri Oct 22 20:55:38 2004
From: ges at wingfoot.org (Glenn Sieb)
Date: Fri, 22 Oct 2004 20:55:38 -0400
Subject: [rt-users] wiki spam
In-Reply-To: <20041022231540.GB17824@pallas.eruditorum.org>
References: <200410221255.18192.jayce@lug-nut.com>
	<20041022191437.GT17824@pallas.eruditorum.org>
	<41798D4A.9040403@wingfoot.org>
	<20041022231540.GB17824@pallas.eruditorum.org>
Message-ID: <4179AC0A.5080401@wingfoot.org>

Jesse Vincent said the following on 10/22/2004 7:15 PM:

>And that also kills new users' ability to provide feedback. Part of the
>solution is making sure that these twits don't get any google pagerank
>out of the deal. 
>  
>
I know... like I said it's one of the bad sides to wiki's.. :-/

All in all though, I have to say .. thank you and everyone else who's 
contributed to the Kwiki.. it really is a wonderful resource!

Best,
Glenn

-- 
"They that can give up essential liberty to obtain a little temporary 
safety deserve neither liberty nor safety." 
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From matthew.watson at staff.netspace.net.au  Fri Oct 22 21:59:36 2004
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Sat, 23 Oct 2004 11:59:36 +1000
Subject: [rt-users] Speeding up RT3
Message-ID: <56F211C5E3F24F47B103EA1B253822BE2434E6@vic-cr-ex1.staff.netspace.net.au>



> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Saturday, October 23, 2004 1:00 AM
> To: Matthew Watson
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Speeding up RT3
> 
> 
> On Oct 22, 2004, at 1:01 AM, Matthew Watson wrote:
> 
> >
> >>
> >> Looking at this, my best guess is RT is spending most of its time
> >> waiting on the database.
> >>
> >> --
> >
> > As a follow on, how many queries should be run for index.html?
> >
> > I've setup logging of the queries that were being run, I'm find for
a
> > user with 25 queues, for the index.html I'm getting about 250
queries!
> 
> Are there duplicate queries? What percentage of them are ACLs? do you
> do per-queue acls or glbal acls? Want to answer the rest of my
> debugging questions from the previous message?
> 
> 

Sorry yes, I wrote out these answers first, but then forgot to send it
:)

Almost all the queries appear to be on the acl, eg

SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT
ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE
(ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND
Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND
Principals.id = Groups.id AND  Principals.id =
CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '174' AND (
ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND
ACL.ObjectId = '1062173') OR (ACL.ObjectType = 'RT::Queue' AND
ACL.ObjectId = '7')) AND ( (  ACL.PrincipalId = Principals.id AND
ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR
Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR
Groups.Domain = 'Personal')) )  ) limitquery WHERE rownum <= 1 ) WHERE
limitrownum >= 1 


Something I should mention is I've edited the quicksearch Element to
have 4 columns, "new","Open","stalled" and "all". Which will effect the
query numbers.

Acls are mostly per queue.


>From what I can see though, most of the time is spent doing things other
than waiting on the database,

An example from the index.html page (25 queues, non superuser)

Time to display: 5.843325
Time in Database: 1.678154
Number of Query: 231


> 1) are you exiting standalone httpd by calling a mason page with %exit
> as its only content?

Yep

 
> 2) what version of RT are you running?
> 
> Is it 3.2.2? Can you test out 3.2-HEAD from subversion?

Yeh its 3.2.2, 

Where is 3.2-HEAD  (not very used to subversion)

-bash-2.05b$ svn co svn://svn.bestpractical.com/rt/branches/3.2-HEAD
svn: URL 'svn://svn.bestpractical.com/rt/branches/3.2-HEAD' doesn't
exist


 
> 3) what OS are you running?

Linux 2.6.8.1 #20 SMP

> 4) What version of DBIx::SearchBuilder are you running?

1.11


> 5) are you doing any profiling of how long the backend database is
> spending on each page view?
> 
> > Total Elapsed Time = 103.1376 Seconds
> >   User+System Time = 8.597692 Seconds
> 
> That's 8.6 seconds of CPU time over 2 minutes. What pages did you
view?
> how many times?

Front page about 3-4 times,
Few queues, few tickets.

I can come up with some specifics if its more helpful (eg, just load
index.html and then Exit )


Thanks.

Regards
Matt Watson 

This email and any files transmitted with it are confidential and intended solely for the 
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From jesse at bestpractical.com  Sat Oct 23 01:35:31 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 23 Oct 2004 01:35:31 -0400
Subject: [rt-users] Speeding up RT3
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE2434E6@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE2434E6@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <20041023053531.GE17824@pallas.eruditorum.org>


> Sorry yes, I wrote out these answers first, but then forgot to send it
> :)
> 
> Almost all the queries appear to be on the acl, eg
> 
> SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT
> ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE
> (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND
> Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND
> Principals.id = Groups.id AND  Principals.id =
> CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '174' AND (
> ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND
> ACL.ObjectId = '1062173') OR (ACL.ObjectType = 'RT::Queue' AND
> ACL.ObjectId = '7')) AND ( (  ACL.PrincipalId = Principals.id AND
> ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR
> Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR
> Groups.Domain = 'Personal')) )  ) limitquery WHERE rownum <= 1 ) WHERE
> limitrownum >= 1 
> 
> 
> Something I should mention is I've edited the quicksearch Element to
> have 4 columns, "new","Open","stalled" and "all". Which will effect the
> query numbers.


Well, yes. That will roughly double the number of queries we're doing
there. I do expect that will negatively impact performance.

> Acls are mostly per queue.
 
Switching to global acls where they make sense will also help
performance.


> From what I can see though, most of the time is spent doing things other
> than waiting on the database,
> 
> An example from the index.html page (25 queues, non superuser)
> 
> Time to display: 5.843325
> Time in Database: 1.678154


And how much time _in_ RT code?

I expect that you'll have a lot of additional overhead when sending data
from the DB.

There's a whole bunch of ACL precaching we could if you folks wanted to
contact me off list about development work.

> Number of Query: 231
> 
> 
> 
> Where is 3.2-HEAD  (not very used to subversion)
> 
> -bash-2.05b$ svn co svn://svn.bestpractical.com/rt/branches/3.2-HEAD
> svn: URL 'svn://svn.bestpractical.com/rt/branches/3.2-HEAD' doesn't
> exist

/branches/3.2-RELEASE

> I can come up with some specifics if its more helpful (eg, just load
> index.html and then Exit )

More useful is a controlled set of 20 queries of the homepage, spaced 30
seconds apart.

Jesse
-- 


From cpwe at deakin.edu.au  Sun Oct 24 07:35:02 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Sun, 24 Oct 2004 21:35:02 +1000
Subject: [rt-users] Changing the subject
Message-ID: <417B9366.8010508@deakin.edu.au>



Hi I just updated a job in a newly created queue. The reply was sent to 
the requester, but not the format I expected. The subject field had my 
domain in square brackets, as follows:

[sjc.vic.edu.au#5] blah blah blah


I'd rather it to be as follows:

[Helpdesk Task #5 blah blah blah


Can anyone suggest what setting I need to change to fix this?


Thanks,
Chris


From Adam.Clarke at StrategicData.com.au  Sun Oct 24 20:16:02 2004
From: Adam.Clarke at StrategicData.com.au (Adam Clarke)
Date: Mon, 25 Oct 2004 10:16:02 +1000
Subject: [rt-users] Changing the subject
In-Reply-To: <417B9366.8010508@deakin.edu.au>
References: <417B9366.8010508@deakin.edu.au>
Message-ID: <417C45C2.4030700@StrategicData.com.au>

Christopher Welsh wrote:

> I'd rather it to be as follows:
> 
> [Helpdesk Task #5 blah blah blah

I presume you mean
[Helpdesk Task #5] blah blah blah

> Can anyone suggest what setting I need to change to fix this?

Firstly you should know that this ticket id identifies the Request 
Tracker instance and then ticket within that instance so sjc.vic.edu.au 
is actually a good (and the recommended) choice since it is unlikely to 
be used by anyone else.

I suspect that you are thinking that it is supposed to identify the 
queue, which it does not. For new incoming tickets, the email address 
can identify the intended queue (e.g. helpdesk-task at sjc.vic.edu.au) 
however, once a ticket is created, an approporiately privaleged RT user 
can move the ticket (in this case #5) to another queue and it will stay 
there until moved again.

If you want to play with the subject line on a per queue basis, id 
suggest that you stay away from the [sjc.vic.edu.au #nn] bit and tack 
some extra bits on elsewhere. This could definitely be done with a code 
overlay (see http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT) 
. You could also hand customise all of the templates used for each 
queue, although that would become tedious.

If you wanted to change this identifier for the entire RT instance (and 
I suspected incorrectly) then you need to look at the global RT 
configuration files. It is set in there.

Cheers
-- 
Adam Clarke
Strategic Data Pty Ltd
www.strategicdata.com.au
Adam.Clarke at StrategicData.com.au
[p] +61-3-9348-2013
[f] +61-3-9348-2015


From iain at webcentre.unimelb.edu.au  Sun Oct 24 21:31:31 2004
From: iain at webcentre.unimelb.edu.au (Iain Pople)
Date: Mon, 25 Oct 2004 11:31:31 +1000
Subject: [rt-users] approvals generating exception
Message-ID: <417C5773.5040402@webcentre.unimelb.edu.au>

Hi,

I have setup a Scrip to generate approvals. However it seems to be 
creating an exception in RT.

The Custom Condition for the scrip is as follows:

return undef unless ($self->TransactionObj->Type eq 'Create');
my $impact = $self->TicketObj->FirstCustomFieldValue('3. high impact?');
return undef unless (
   $impact =~ /Y/i
);
return 1;

the Action is to create a ticket using the following template:

===Create-Ticket: changereview
Subject: High Impact Change review for {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: toplevel maintenance
Type: Approval
AdminCc: me at company.com
Content: A high impact change needs your approval. Please login to the 
RT system and click on the Approvals menu link.
ENDOFCONTENT

It succesfully creates the approval ticket but when i click on the 
approval ticket i get the following:

Tickets which depend on this approval:
  	

System error
error:  	Can't call method "Next" on an undefined value at 
/usr/local/share/rt/share/html/Ticket/Elements/ShowAttachments line 87, 
 line 127.
context:  	
...  	
83:  	
84:  	<%INIT>
85:  	my %documents;
86:  	
87:  	while ( my $attach = $Attachments->Next() ) {
88:  	next unless ($attach->Filename());
89:  	unshift( @{ $documents{ $attach->Filename } }, $attach );
90:  	}
91:  	
...  	
code stack: 
/usr/local/share/rt/share/html/Ticket/Elements/ShowAttachments:87
/usr/local/share/rt/share/html/Ticket/Elements/ShowSummary:90
/usr/local/share/rt/share/html/Approvals/Elements/ShowDependency:47
/usr/local/share/rt/share/html/Approvals/Display.html:40
/usr/local/share/rt/share/html/autohandler:221
raw error






























Can't call method "Next" on an undefined value at 
/usr/local/share/rt/share/html/Ticket/Elements/ShowAttachments line 87, 
 line 127.


Trace begun at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Next" on 
an undefined value at 
/usr/local/share/rt/share/html/Ticket/Elements/ShowAttachments line 87, 
 line 127.^J') called at 
/usr/local/share/rt/share/html/Ticket/Elements/ShowAttachments line 87
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x93b7c80)', 
'Attachments', undef) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x956b5c8)', 
'Ticket', 'RT::Ticket=HASH(0x93b7c80)', 'Attachments', undef) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'Ticket', 
'RT::Ticket=HASH(0x93b7c80)', 'Attachments', undef) called at 
/usr/local/share/rt/share/html/Ticket/Elements/ShowSummary line 90
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x93b7c80)') 
called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x94e9cb8)', 
'Ticket', 'RT::Ticket=HASH(0x93b7c80)') called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef, 'Ticket', 
'RT::Ticket=HASH(0x93b7c80)') called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1113
HTML::Mason::Request::scomp('HTML::Mason::Request::CGI=HASH(0x8fb5734)', 
'/Ticket/Elements/ShowSummary', 'Ticket', 'RT::Ticket=HASH(0x93b7c80)') 
called at 
/usr/local/share/rt/share/html/Approvals/Elements/ShowDependency line 47
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x956da40)') 
called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x94093b0)', 
'Ticket', 'RT::Ticket=HASH(0x956da40)') called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'Ticket', 
'RT::Ticket=HASH(0x956da40)') called at 
/usr/local/share/rt/share/html/Approvals/Display.html line 40
HTML::Mason::Commands::__ANON__('id', 77, 'id', 77) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x94152a4)', 
'id', 77, 'id', 77) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'id', 77, 'id', 77) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x8fb5734)', 
'id', 77) called at /usr/local/share/rt/share/html/autohandler line 221
HTML::Mason::Commands::__ANON__('id', 77) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92717b8)', 
'id', 77) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1069
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef, 'id', 77) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x8fb5734)') 
called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/CGIHandler.pm line 197
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/CGIHandler.pm line 197
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x8fb5734)') 
called at /usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/Interp.pm 
line 207
HTML::Mason::Interp::exec(undef, undef, 'id', 77) called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/CGIHandler.pm line 127
eval {...} at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/CGIHandler.pm line 127
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8ea8e30)', 
'HASH(0x927b6d0)') called at 
/usr/local/perl-5.8.4/lib/site_perl/5.8.4/HTML/Mason/CGIHandler.pm line 76
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x8ea8e30)', 
'CGI::Fast=HASH(0x90a5dec)') called at 
/usr/local/share/rt/bin/mason_handler.fcgi line 75
eval {...} at /usr/local/share/rt/bin/mason_handler.fcgi line 75


From psilver at ultrafast.com.au  Sun Oct 24 23:28:25 2004
From: psilver at ultrafast.com.au (Peter Silver)
Date: Mon, 25 Oct 2004 13:28:25 +1000
Subject: [rt-users] RTFM search returning duplicate articles
Message-ID: <1098674904.14690.19.camel@pete>

Software versions are;
  RT: 3.0.11
  RTFM: 2.0.4
  DBIx::SearchBuilder: 1.12

We're experiencing a problem with RTFM in the Ticket Update page.  If we
search for an RTFM article matching a particular string (% for example)
and that string occurs in both the article summary and a custom field,
the article is returned twice in the list of matching articles.

Is this intentional for the list to not be made distinct, or something
that only we seem to be experiencing?  Has anyone else come across this?

thanks,

Peter Silver

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From erushany at armdev.am  Mon Oct 25 02:17:18 2004
From: erushany at armdev.am (Eduard Rushanian)
Date: Mon, 25 Oct 2004 11:17:18 +0500
Subject: [rt-users] Re: RT-Users Digest, Vol 7, Issue 69
References: <20041024160005.0231584C06D@pallas.eruditorum.org>
Message-ID: <004001c4ba5a$47e9bca0$887da8c0@armdev.am>

Hi,

you should edit $rtname in RT's Config (RT_Config.pm) and...
take into consideration following:
(cite from Jesse)
"Be warned, however, that changing this value will cause RT to stop
recognising
the Taglines in the subjects of old messages."



----- Original Message ----- 
From: 
To: 
Sent: Sunday, October 24, 2004 9:00 PM
Subject: RT-Users Digest, Vol 7, Issue 69


> Send RT-Users mailing list submissions to
> rt-users at lists.bestpractical.com
>
> To subscribe or unsubscribe via the World Wide Web, visit
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
> rt-users-request at lists.bestpractical.com
>
> You can reach the person managing the list at
> rt-users-owner at lists.bestpractical.com
>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
>
>
> Today's Topics:
>
>    1. Changing the subject (Christopher Welsh)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Sun, 24 Oct 2004 21:35:02 +1000
> From: Christopher Welsh 
> Subject: [rt-users] Changing the subject
> To: rt-users 
> Message-ID: <417B9366.8010508 at deakin.edu.au>
> Content-Type: text/plain; charset=us-ascii; format=flowed
>
>
>
> Hi I just updated a job in a newly created queue. The reply was sent to
> the requester, but not the format I expected. The subject field had my
> domain in square brackets, as follows:
>
> [sjc.vic.edu.au#5] blah blah blah
>
>
> I'd rather it to be as follows:
>
> [Helpdesk Task #5 blah blah blah
>
>
> Can anyone suggest what setting I need to change to fix this?
>
>
> Thanks,
> Chris
>
>
> ------------------------------
>
> _______________________________________________
> RT-Users mailing list
> RT-Users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>
> End of RT-Users Digest, Vol 7, Issue 69
> ***************************************
>



From jparsons-lists at saffron.net  Mon Oct 25 02:35:47 2004
From: jparsons-lists at saffron.net (Jason Parsons)
Date: Mon, 25 Oct 2004 02:35:47 -0400
Subject: [rt-users] rt 3.2.2 - bad upgrade !
In-Reply-To: <20041021155605.GA10628@eo.pl>
References: <20041021155605.GA10628@eo.pl>
Message-ID: <1B2AE39A-2650-11D9-BF05-000393D56A8A@saffron.net>


On Oct 21, 2004, at 11:56, hubert lubaczewski wrote:

> we quite recently upgraded from 3.0.6 to 3.2.2.

> i checked and in 3.2.2 in schema there is varchar(255) on this field.
> it has to be that upgrade procedure didn't change the datatype.
> but why? and why didn't it say so?

I don't know much about your particular problem, but, did you happen to 
read the README:

         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/

Hope this helps.
  - Jason Parsons



From Hilde.Lauvset at cc.uit.no  Mon Oct 25 04:58:00 2004
From: Hilde.Lauvset at cc.uit.no (Hilde Therese Lauvset)
Date: Mon, 25 Oct 2004 10:58:00 +0200
Subject: [rt-users] Problems with Users granted rights
Message-ID: 

Hi,

 

We run RT 3.0.10 with mysql. When we create a new user and click the
"Let this user be granted rights" we got some problems. The application
just hangs for several minutes and the browsers display an "Internal
Server Error Message". We don't have to restart RT after this has
happened.

 

The RT log doesn't display anything related to this problem. And here is
the data from apache:

 

--------------------------Apache
log:--------------------------------------------------------------------
----------------

[Mon Oct 25 10:33:09 2004] [error] [client 129.242.6.229] FastCGI: comm
with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (300
sec), referer: http://rt.orakel.uit.no/Admin/Users/Modify.html?Create=1

[Mon Oct 25 10:33:09 2004] [error] [client 129.242.6.229] FastCGI:
incomplete headers (0 bytes) received from server
"/opt/rt3/bin/mason_handler.fcgi", referer:
http://rt.orakel.uit.no/Admin/Users/Modify.html?Create=1

 

 

I wonder if someone has had the same problem, and if someone knows how
we can fix this.

 

I don't know how to log fastcgi and mason, so maybe someone can tell me
that to?

 

----------

Hilde T. Lauvset

 

 

 

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From cpwe at deakin.edu.au  Mon Oct 25 06:03:06 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Mon, 25 Oct 2004 20:03:06 +1000
Subject: [rt-users] Changing the subject
In-Reply-To: <417C45C2.4030700@StrategicData.com.au>
References: <417B9366.8010508@deakin.edu.au>
	<417C45C2.4030700@StrategicData.com.au>
Message-ID: <417CCF5A.5070905@deakin.edu.au>

Adam,


Thanks. I will leave well enough alone.


Chris Welsh



Adam Clarke wrote:

> Christopher Welsh wrote:
>
>> I'd rather it to be as follows:
>>
>> [Helpdesk Task #5 blah blah blah
>
>
> I presume you mean
> [Helpdesk Task #5] blah blah blah
>
>> Can anyone suggest what setting I need to change to fix this?
>
>
> Firstly you should know that this ticket id identifies the Request 
> Tracker instance and then ticket within that instance so 
> sjc.vic.edu.au is actually a good (and the recommended) choice since 
> it is unlikely to be used by anyone else.
>
> I suspect that you are thinking that it is supposed to identify the 
> queue, which it does not. For new incoming tickets, the email address 
> can identify the intended queue (e.g. helpdesk-task at sjc.vic.edu.au) 
> however, once a ticket is created, an approporiately privaleged RT 
> user can move the ticket (in this case #5) to another queue and it 
> will stay there until moved again.
>
> If you want to play with the subject line on a per queue basis, id 
> suggest that you stay away from the [sjc.vic.edu.au #nn] bit and tack 
> some extra bits on elsewhere. This could definitely be done with a 
> code overlay (see 
> http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT) . You 
> could also hand customise all of the templates used for each queue, 
> although that would become tedious.
>
> If you wanted to change this identifier for the entire RT instance 
> (and I suspected incorrectly) then you need to look at the global RT 
> configuration files. It is set in there.
>
> Cheers




From ch at westend.com  Mon Oct 25 06:43:38 2004
From: ch at westend.com (Christian Hammers)
Date: Mon, 25 Oct 2004 12:43:38 +0200
Subject: [rt-users] "[Commment]" in subject breaks "Re:" handling
In-Reply-To: <417716E0.20901@vivitec.com.au>
References: <417716E0.20901@vivitec.com.au>
Message-ID: <20041025104338.GB1518@westend.com>

Hello

RT generates comment mails with subjects like
	Subject: [Comment] Re: [Ticket #23] test
which leads to further subjects like
	Subject: [Comment] Re:  Re: [Ticket #23] eherherh
and so on.

Can this be changed to maybe the following?
	Subject: Re: [Ticket #23] Comment: test

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 jkikpole at cairodurham.org  Mon Oct 25 06:49:28 2004
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Mon, 25 Oct 2004 06:49:28 -0400
Subject: [rt-users] RT 2.0.15 -> 3.2
Message-ID: <8B40F456-2673-11D9-A6D9-000A95C01924@cairodurham.org>

	Can anyone point me in the right direction for upgrading my 2.0.15 
installation to a 3.2.2 installation?  I've looked through the last few 
months of archives on the mailing list and the web site, but I can't 
find the answer to this.  I'm currently running RT version 2.0.15 
installed manually on FreeBSD.  FreeBSD appears to have a port of 
3.2.2, but I think that its for fresh installs, not upgrades.

							Thanks in advance,
							Jaime



From ch at westend.com  Mon Oct 25 08:54:59 2004
From: ch at westend.com (Christian Hammers)
Date: Mon, 25 Oct 2004 14:54:59 +0200
Subject: [rt-users] Closing tickets via mail (e.g. Cc: done@rt.site.com)
Message-ID: <20041025125459.GA29557@westend.com>

Hello

I'm looking for a way to close a ticket via email. What would be the
best approach? My only idea is currently to create a special alias
which then executes rt-crontool.

Is there something similar to the Debian Bug Tracking System where I can
send a mail to 1234 at bugs.debian.org and bcc control at bugs.debian.org and
write something like 
	severity 1234 critical
	tags 1234 + unreproducible
	thanks
	
	Hello Customer, blah...
in the body? Optimally RT would cut away everything between the body
beginn and a first /^RT-END$/

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 niranjan at altair.com  Mon Oct 25 09:45:12 2004
From: niranjan at altair.com (Niranjan Patel)
Date: Mon, 25 Oct 2004 09:45:12 -0400
Subject: [rt-users] Merge User Accounts
Message-ID: <26EB93D6A797D411A41F00D0B7D4E81C0754DCEB@exchange.prog.altair.com>

Hello Everyone,

 

Has anyone created a script to merge user accounts?

I am in the process of cleaning up junk accounts created due to mistyping
etc.

I want to merge one to other as each has a ticket related or may in used in
requestor, CC etc.

I don't want to lose the dependent data

 

Thanks

Niranjan Patel 

 

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From bobg at uic.edu  Mon Oct 25 10:08:41 2004
From: bobg at uic.edu (Bob Goldstein)
Date: Mon, 25 Oct 2004 09:08:41 -0500
Subject: [rt-users] comment on UI improvement?
Message-ID: <200410251408.i9PE8fVH025979@shark.cc.uic.edu>


I'd like to make a small tweak to the UI to reduce
the number of clicks for some common opeartions here.
If anyone has comments, I can do it in a way that
others might find useful.

One thing we do fairly often is to change the
status to either resolved or deleted.  Right now,
we have to click to a new page (either "resolved" or
"Basics"), select the right status from a dropdown,
(then possibly scroll and) hit the "update" button.
For these common ops, I'd like to have links or
buttons right on ticket display page.  

Possibly in the "Basics" box, or possibly in the
"reply|resolve|take|..." links.  One issue -- right
now "resolve" means "go to a new page where you
can set the status to 'resolved' and optionally
add a comment/append".  I'll need a new word to
mean "just set the status and don't comment".
'Close' ?  or ???

Might be possible to hide these links (and maybe
others, like changing the queue) with a bit o' javascript,
similar to what's done with the 'X' used to show/hide
the boxes for 'Basics', 'People', 'Custom Field', and so on.
That would add a click, but at least it's a faster click,
and would maintain the currently clean look.

Anyone care about speeding these operations?

   bobg


From support at cyberpro.com.au  Mon Oct 25 09:47:39 2004
From: support at cyberpro.com.au (Les Stott)
Date: Mon, 25 Oct 2004 23:47:39 +1000
Subject: [rt-users] Showing Custom Fields in Default Ticket Search on 3.2.2
	- SOLVED!!
References: <20041025125459.GA29557@westend.com>
Message-ID: <00d201c4ba9f$5ef92850$c6eefea9@quicksilver>

Hi All,

I am using rt 3.2.2, fedora core 2 and perl 5.8.3, apache with mod_perl
default from fedora.

Since upgrading from 3.011 i have been trying to find a way to display
custom fields in my default ticket search list.
In 3.0.11 it was easily done via the /rt/local/html directory and there is a
patch in the RT wiki for it.

However things in 3.2.2 changed drastically. All changes are now made in
RT_Config.pm

So i thought i would share how i did this and perhaps someone else wont need
to spend as much time on it as i did :-).....


OK so i have a queue called "Help" and a Custom Field in that Queue called
"Accounting". I don't make use of the Priority Field so i wish to replace it
with my Custom Field "Accounting".

i would need to edit RT_Config.pm and find the section starting with....

# $DefaultSearchResultFormat

then i would change......

Priority,

to.....

'__CustomField.Help.{Accounting}__<
/small>/TITLE:Accounting'

Save and quit, then restart httpd.

Note that if my "Accounting" field was a global custom field then it would
look like....

'__CustomField.{Accounting}__/TITLE:Accounting'

hope that helps for anyone wishing to do the same.

Regards,

Les Stott



From rch at acidpit.org  Mon Oct 25 11:25:41 2004
From: rch at acidpit.org (Rob Hough)
Date: Mon, 25 Oct 2004 11:25:41 -0400
Subject: [rt-users] Attachments corrupt
Message-ID: <20041025152541.GB437@acidpit.org>

We are experiencing problems with attachments being corrupted with RT
3.2.1. Searching around showed that someone created a patch for Perl to
get around the problem.  We would very much like to avoid doing this if
at all possible. Is there any other "fix" available?  Would upgrading to
a later version of Perl correct the problem, or is the patch that was
provided the only way to fix the issue?


-- 
Robert Hough (rch at acidpit.org)


From rch at acidpit.org  Mon Oct 25 11:23:58 2004
From: rch at acidpit.org (Rob Hough)
Date: Mon, 25 Oct 2004 11:23:58 -0400
Subject: [rt-users] Problem with multi-search criteria
Message-ID: <20041025152358.GA437@acidpit.org>

We've noticed some issues with the "Quick Search" panel that we're
hoping someone can shed some light on.  When clicking on the queue name
in the Quick Search panel we assumed that it would display all tickets
that are either "new" or "open". We get nothing at all back when
clicking here.

It doesn't seem like this problem is reserved for just the quicksearch
page either. I tried entering in the query manually under the Advanced
query tool section and get the same results:

Queue = 'Trouble Tickets' AND ( Status = 'new' OR Status = 'open' )

For the record we are using:
Apache 1.3.31
mod_perl 1.29
Perl 5.8.2
RT 3.2.1


-- 
Robert Hough (rch at acidpit.org)


From Ruslan.Zakirov at acronis.com  Mon Oct 25 11:57:54 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Mon, 25 Oct 2004 19:57:54 +0400
Subject: [rt-users] Attachments corrupt
In-Reply-To: <20041025152541.GB437@acidpit.org>
References: <20041025152541.GB437@acidpit.org>
Message-ID: <417D2282.7050504@acronis.com>

Rob Hough wrote:
> We are experiencing problems with attachments being corrupted with RT
> 3.2.1. Searching around showed that someone created a patch for Perl to
> get around the problem.  We would very much like to avoid doing this if
> at all possible. Is there any other "fix" available?  Would upgrading to
> a later version of Perl correct the problem, or is the patch that was
> provided the only way to fix the issue?
fixed in perl 5.8.3 and higher

PS: 'test-dependencies' script from RT3.2.1 checks perl version then 
IMHO you didn't install/upgrade your RT well. It's your fault number one.

PPS: http://wiki.bestpractical.com/index.cgi?FAQ section Attachments. 
Fault number two.

> 
> 



From msnyder at datawave.ca  Mon Oct 25 13:15:15 2004
From: msnyder at datawave.ca (Mark Snyder)
Date: Mon, 25 Oct 2004 10:15:15 -0700
Subject: [rt-users] notify via pager
Message-ID: <20041025172048.637B684C00E@pallas.eruditorum.org>

We have a queue that sends notifications to a pager.  Is there a way to
specify no html or mime in the output?

Mark




From Dave.Hanson at ogs.state.ny.us  Mon Oct 25 14:53:19 2004
From: Dave.Hanson at ogs.state.ny.us (Hanson, Dave)
Date: Mon, 25 Oct 2004 14:53:19 -0400
Subject: FW: [rt-users] Help - RTFM bugs with Rights ?
Message-ID: 

Jesse - OK.  Part of the problem was on my end - the user was in a group which had some rights to a class (but wasn't a superuser).  I missed this while learning what each ACL did.  My bad on that one, sorry.

HOWEVER, I still think there are some bugs (or lack of understanding on my part):
- every user, regardless of rights or lack thereof, can see custom fields menu, as well as modify the title and description of custom fields

- SeeClass ACL is needed to see the Custom Fields in an article.  

- SeeClass ACL allows user to create an article in a class which they can see

- ShowCustomField seems to have no value, nor does it appear in the ACL list for individual classes

Here is the latest spreadsheet of ACL's and what they do:


Any help you could provide would be fantastic.  THANKS!!!

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Tuesday, October 19, 2004 4:32 PM
To: Hanson, Dave
Cc: 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Help - RTFM bugs with Rights ?


What RT rights did your user have? Was he, perhaps, a SuperUser?


On Oct 19, 2004, at 12:18 PM, Hanson, Dave wrote:

> I installed RTFM-2.0.4.tar.gz on top of RT 3.2.2.? Either I am missing 
> something simple, or there are bugs in RTFM with setting rights in 
> RTFM.? We love the product, but this situation makes it difficult to 
> use it for a large population of general users.? We really would love 
> to identify fixes.
>
> 1) I started with a user who had no ACL's for RTFM at all.? I found 
> that I do the following, none of which I think should be possible for 
> a user with no ACL's:
> 	? 	see article title and description from overview
> 	? 	select article from overview
> 	? 	see article history
> 	? 	modify article title and description
> 	? 	see custom fields
> 	? 	modify custom field descriptions, fields, values, etc.
>
>
>
>  2) By adding ACL's individually so that only one ACL was present at 
> any time, the following ACL's made no changes in rights from what was 
> present above in #1
> 	? 	AdminClass
> 	? 	AdminValues
> 	? 	CreateArticle
> 	? 	ModifyArticle
> 	? 	ShowArticle
> 	? 	ShowArticleHistory
> 	? 	ShowCustomField
>
> Attached is a spreadsheet mapping rights to ACL's:
> ????? <>
>  Can these problems be rectified so that we can truly restrict which 
> rights general users have?? THANKS!
> _______________________________________________
> 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 --------------
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From jhause at visi.net  Mon Oct 25 15:21:57 2004
From: jhause at visi.net (Joe Hause)
Date: Mon, 25 Oct 2004 15:21:57 -0400
Subject: [rt-users] RT at a glance
Message-ID: <000801c4bac7$e50a1d00$e0df010a@graphix>


Does anyone know of a way to have the 10 most recent tickets opened by
anyone displayed on the rt at a glance page?

Thanks

-Joe

 -------------------------------------------------------------
 Joseph Hause Continental Visinet Broadband
 jhause at visi.net http://www.visi.net
 Network Operations 757-873-4500/888-323-4500
-------------------------------------------------------------
############################################################# 



From contractor6 at match.com  Mon Oct 25 17:02:07 2004
From: contractor6 at match.com (Rodney Caston)
Date: Mon, 25 Oct 2004 16:02:07 -0500
Subject: [rt-users] Custom Fields in the Create.html for SelfService
Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27D3A@da0shme010.match.corp>

Does anyone know if this is even possible?

We'd like to alter the create.html to make a 'submission' form with the
custom fields we've created selected on the create.html page.



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rodney
Caston
Sent: Thursday, October 21, 2004 11:38 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Custom Fields in the Create.html for SelfService

(checked in wiki and ML archives, was unable to find answer)

I'm trying to add in a custom field to the create.html for the self
service, I would imagine this is a two step process, the first being the
create.html side, which would call a element that needs to be created.

The field I want to call is a select dropdown, is there any
documentation on how to add this?

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

Be sure to check out the RT wiki at http://wiki.bestpractical.com


From jon at snoopy.net  Mon Oct 25 21:02:14 2004
From: jon at snoopy.net (Jon Anhold)
Date: Mon, 25 Oct 2004 21:02:14 -0400
Subject: [rt-users] different subject "tags" per queue?
Message-ID: <417DA216.7040001@snoopy.net>

Has anyone hacked RT to allow for multiple subject tags (the 'foo' 
part of [ foo #1 ]) in one
RT instance, perhaps by queue?

Thanks,

-j



From cpwe at deakin.edu.au  Tue Oct 26 00:40:58 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Tue, 26 Oct 2004 14:40:58 +1000
Subject: [rt-users] different subject "tags" per queue?
In-Reply-To: <417DA216.7040001@snoopy.net>
References: <417DA216.7040001@snoopy.net>
Message-ID: <417DD55A.6000107@deakin.edu.au>

Jon Anhold wrote:

> Has anyone hacked RT to allow for multiple subject tags (the 'foo' 
> part of [ foo #1 ]) in one
> RT instance, perhaps by queue?
>
> Thanks,
>
> -j
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>
>
I'd be interested in any hack too if it's not too hard. I'm still 
learning this system, but it seems to make more sense to me.

Chris



From say_ten at multiplay.co.uk  Tue Oct 26 04:43:27 2004
From: say_ten at multiplay.co.uk (Matthew Cheale)
Date: Tue, 26 Oct 2004 09:43:27 +0100
Subject: [rt-users] Bug in Search/Results.html
Message-ID: <417E0E2F.9090605@multiplay.co.uk>

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.



From niels=rt at bakker.net  Tue Oct 26 09:28:29 2004
From: niels=rt at bakker.net (Niels Bakker)
Date: Tue, 26 Oct 2004 15:28:29 +0200
Subject: [rt-users] RT at a glance
In-Reply-To: <000801c4bac7$e50a1d00$e0df010a@graphix>
References: <000801c4bac7$e50a1d00$e0df010a@graphix>
Message-ID: <20041026132829.GD63018@snowcrash.tpb.net>

* jhause at visi.net (Joe Hause) [Mon 25 Oct 2004, 21:22 CEST]:
> Does anyone know of a way to have the 10 most recent tickets opened by
> anyone displayed on the rt at a glance page?

Sure.  Look at index.html, you'll see references to /Elements/MyTickets,
in your instance you can add a similar link to, say,
/Elements/AllTickets, and create a file called AllTickets next to
MyTickets that removes one search criteria.

Be sure to read the Wiki on how to properly customise RT! (as in, copy
index.html to local/ and edit it there, don't forget to restart Apache)

If you search the archives, you'll find postings from someone who has
done something similar: showing also all stalled tickets.

http://lists.bestpractical.com/pipermail/rt-users/2004-July/024566.html


	-- Niels.

-- 


From ch at westend.com  Tue Oct 26 09:53:26 2004
From: ch at westend.com (Christian Hammers)
Date: Tue, 26 Oct 2004 15:53:26 +0200
Subject: [rt-users] Aggregating transaction mails
Message-ID: <20041026135326.GA14255@westend.com>

Hello

Is it possible to send a mail to all queue members for every transaction
with all changes included?

My current solution with the global script entry
	- On Transaction
	- Notify AdminCC as comment
	- Global Template: transaction
	- Transaction Create
generates one mail for every bit I change.

I want only one mail which looks like the following:

------------------------------------------------
*       Queue: management -> tech.dns
      Subject: eherherh
*       Owner: Nobody -> ch
*      Status: new -> stalled
   Requestors: ch at ma.test.intern
  Ticket 

foooo baaar blah blah blah
------------------------------------------------

Any 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 sfoster at argogroup.com  Tue Oct 26 11:35:56 2004
From: sfoster at argogroup.com (Stephen Foster)
Date: Tue, 26 Oct 2004 16:35:56 +0100
Subject: [rt-users] Login screen popping up after each request for a
	newscreen
In-Reply-To: <3E2F9A505836B248ABFC819B111D3222125D5D@newman.rmcengr.com>
Message-ID: 

Me too. I just upgraded our 3.06 to 3.11. Internet Explorer users have
this problem while users of Mozilla Firefox do not.

I tried the 3.2.2 release and the problem exists there too.

Like Jeff I have carefully examined the configuration of IE with regard
to cookie handling without finding any fault. Has anyone encountered/
resoved this?

Thanks,

Stephen Foster


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jeff
Brooks-Manas
Sent: 12 October 2004 15:16
To: Niels Bakker
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Login screen popping up after each request for a
newscreen


Thanks for your reply.

I'm not blocking cookies, and I turned off the popup blocker. I'm not
getting cookies from that site for some reason.

Any other thoughts would be appreciated.

Thanks again!

Jeff

-----Original Message-----
From: Niels Bakker [mailto:niels=rt at bakker.net]
Sent: Tuesday, October 12, 2004 4:16 AM
To: Jeff Brooks-Manas
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Login screen popping up after each request for a
new screen

* JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) [Tue 12 Oct 2004, 01:15
CEST]:
> I'm using RT 3.0.12 on Windows 2000. Every time I switch screens, I'm
> prompted to enter my username and password. This happens in IE6 only,
> Firefox works great. I've tried changing cookie settings, and I've
added
> the RT server to the list of trusted sites, but that doesn't help.

Check your IE6 security zone settings, you're probably still blocking
cookies (e.g. are you using a popup blocker?)


	-- Niels.

--


Jeff Brooks-Manas - Sr. IT Coordinator
Raines, Melton & Carella, Inc.
2001 N. Main St., Suite 400
Walnut Creek, CA 94596

(925) 627-4136 (direct)
(925) 299-6733 (office)
(925) 299-6736 (fax)

jbrooks-manas at rmcengr.com
http://www.rmcengr.com

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

Innovative Solutions for Water and the Environment.

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

Be sure to check out the RT wiki at http://wiki.bestpractical.com



From sfoster at argogroup.com  Tue Oct 26 11:46:17 2004
From: sfoster at argogroup.com (Stephen Foster)
Date: Tue, 26 Oct 2004 16:46:17 +0100
Subject: [rt-users] Login screen popping up after each request for
	anewscreen
In-Reply-To: 
Message-ID: 

> Very simple but have to tried clicking "logout" and then logging
> back in again? It worked for me...
> Alex

I saw that and tried it before posting. It didn't work for me :-(

Stephen

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stephen
Foster
Sent: 26 October 2004 15:36
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Login screen popping up after each request for
anewscreen


Me too. I just upgraded our 3.06 to 3.11. Internet Explorer users have
this problem while users of Mozilla Firefox do not.

I tried the 3.2.2 release and the problem exists there too.

Like Jeff I have carefully examined the configuration of IE with regard
to cookie handling without finding any fault. Has anyone encountered/
resoved this?

Thanks,

Stephen Foster


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jeff
Brooks-Manas
Sent: 12 October 2004 15:16
To: Niels Bakker
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Login screen popping up after each request for a
newscreen


Thanks for your reply.

I'm not blocking cookies, and I turned off the popup blocker. I'm not
getting cookies from that site for some reason.

Any other thoughts would be appreciated.

Thanks again!

Jeff

-----Original Message-----
From: Niels Bakker [mailto:niels=rt at bakker.net]
Sent: Tuesday, October 12, 2004 4:16 AM
To: Jeff Brooks-Manas
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Login screen popping up after each request for a
new screen

* JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) [Tue 12 Oct 2004, 01:15
CEST]:
> I'm using RT 3.0.12 on Windows 2000. Every time I switch screens, I'm
> prompted to enter my username and password. This happens in IE6 only,
> Firefox works great. I've tried changing cookie settings, and I've
added
> the RT server to the list of trusted sites, but that doesn't help.

Check your IE6 security zone settings, you're probably still blocking
cookies (e.g. are you using a popup blocker?)


	-- Niels.

--


Jeff Brooks-Manas - Sr. IT Coordinator
Raines, Melton & Carella, Inc.
2001 N. Main St., Suite 400
Walnut Creek, CA 94596

(925) 627-4136 (direct)
(925) 299-6733 (office)
(925) 299-6736 (fax)

jbrooks-manas at rmcengr.com
http://www.rmcengr.com

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

Innovative Solutions for Water and the Environment.

_______________________________________________
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 paul.williams at uwex.edu  Tue Oct 26 14:01:04 2004
From: paul.williams at uwex.edu (Paul Williams)
Date: Tue, 26 Oct 2004 13:01:04 -0500
Subject: [rt-users] RT is hanging when trying to update tickets
Message-ID: <5.2.1.1.2.20041026130032.02010fb0@imap.uwex.edu>

I have installed rt-3.2.2 on a Redhat 2.1 AS linux system
with the latest up2dates patches installed.  I have installed
apache-1.3.31 and mod_perl-1.29 from source.

After starting RT, when I click on the Ticket option
an apache process begins to use approx. 100% of the cpu.

I need to kill and restart apache before I can do anything else with
RT.

I have tracked down the problem to the
module /Search/Elements/EditSearches, at least that
appears to be where there is a problem.

If I comment out the line EditSearches line in /Search/Build.html
I don't have the problem of the cpu going to 100%.
Of course the program probably doesn't work properly then.  (:-)

It looks like the problem is centered in the code below.
I have not been able to figure out what is happening to see
if the problem is really there and whether there is a fix.

paulw 



From mjoseff at yellowbrix.com  Tue Oct 26 14:17:06 2004
From: mjoseff at yellowbrix.com (Matthew Joseff)
Date: Tue, 26 Oct 2004 14:17:06 -0400 (EDT)
Subject: [rt-users] RT is hanging when trying to update tickets
In-Reply-To: <5.2.1.1.2.20041026130032.02010fb0@imap.uwex.edu>
References: <5.2.1.1.2.20041026130032.02010fb0@imap.uwex.edu>
Message-ID: 


Use FastCGI and add:

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 
4 -init-start-delay 30

to your httpd.conf

On Tue, 26 Oct 2004, Paul Williams wrote:

}I have installed rt-3.2.2 on a Redhat 2.1 AS linux system
}with the latest up2dates patches installed.  I have installed
}apache-1.3.31 and mod_perl-1.29 from source.
}
}After starting RT, when I click on the Ticket option
}an apache process begins to use approx. 100% of the cpu.
}
}I need to kill and restart apache before I can do anything else with
}RT.
}
}I have tracked down the problem to the
}module /Search/Elements/EditSearches, at least that
}appears to be where there is a problem.
}
}If I comment out the line EditSearches line in /Search/Build.html
}I don't have the problem of the cpu going to 100%.
}Of course the program probably doesn't work properly then.  (:-)
}
}It looks like the problem is centered in the code below.
}I have not been able to figure out what is happening to see
}if the problem is really there and whether there is a fix.
}
}paulw 
}_______________________________________________
}http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
}
}Be sure to check out the RT wiki at http://wiki.bestpractical.com
}

-- 
Matthew Joseff, Director Technical Operations
(p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261
YellowBrix - Transforming Content Into Action.


From jesse at bestpractical.com  Tue Oct 26 16:01:28 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 26 Oct 2004 16:01:28 -0400
Subject: [rt-users] Bug in Search/Results.html
In-Reply-To: <417E0E2F.9090605@multiplay.co.uk>
References: <417E0E2F.9090605@multiplay.co.uk>
Message-ID: 

	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
>



From jtaylor at bastyr.edu  Tue Oct 26 17:06:36 2004
From: jtaylor at bastyr.edu (Jason Taylor)
Date: Tue, 26 Oct 2004 14:06:36 -0700
Subject: [rt-users] CLI - response / status problem
Message-ID: <417EBC5C.8000700@bastyr.edu>

I've been trying to use the CLI without success.  I've finally tracked 
down the problem there being no newline, let alone two, after the 
status.  This is on FreeBSD 4.10.  I'm using mod_auth_kerb for external 
authentication, but with basic (vs. negotiate).  Here are the applicable 
lines from httpd.conf:

      LoadModule auth_kerb_module   libexec/apache2/mod_auth_kerb.so
      AuthName "Request Tracker"
      AuthType Kerberos
      KrbMethodNegotiate off
      KrbMethodK5Passwd on
      Krb5Keytab /etc/krb5.keytab
      KrbAuthRealms MIDDLEEARTH.PRV
      KrbSaveCredentials off
      KrbVerifyKDC off

I also made the following one line mod to the rt script after line 749:

$ua->credentials('pippin:1080', 'Request Tracker', $config{user}, 
($config{passwd} || read_passwd()));

Any pointers on where to look next much appreciated.

-----

pippin# setenv RTDEBUG 3
pippin# bin/rt ls -s -o -Priority "Status='stalled'"
POST http://pippin:1080/REST/1.0/search/ticket
Content-Length: 217
Content-Type: multipart/form-data; boundary=xYzZY
Cookie: RT_SID_middleearth.prv.1080=8923586e5278e619e6b224bdfa017bd4

--xYzZY
Content-Disposition: form-data; name="format"

s
--xYzZY
Content-Disposition: form-data; name="orderby"

-Priority
--xYzZY
Content-Disposition: form-data; name="query"

Status='stalled'
--xYzZY--
HTTP/1.1 200 OK
Connection: close
Date: Tue, 26 Oct 2004 20:46:28 GMT
Server: Apache/2.0.52 (FreeBSD) mod_perl/1.99_16 Perl/v5.8.5 
mod_fastcgi/2.4.2 DAV/2 mod_auth_kerb/5.0-rc5 PHP/5.0.2 SVN/1.0.8
Content-Type: text/plain; charset=ISO-8859-1
Client-Date: Tue, 26 Oct 2004 20:46:28 GMT
Client-Peer: 172.16.1.27:1080
Client-Response-Num: 1
Client-Transfer-Encoding: chunked

RT/3.2.2 200 Ok188: A2PC: Facilities - Parking
191: A2PC: Facilaties - Parking: Phase III
192: A2PC: Facilaties - Parking: Phase IV
51: Adding new donor listing option
rt: Malformed RT response from http://pippin:1080.



From tim at ccc.de  Tue Oct 26 19:10:33 2004
From: tim at ccc.de (Tim Pritlove)
Date: Wed, 27 Oct 2004 01:10:33 +0200
Subject: [rt-users] Message body not shown because it is too large or is not
	plain text
Message-ID: <3D313DF6-27A4-11D9-97D0-000A95D7D56A@ccc.de>

Hi all,

i just pasted a big chat transcript as a comment in one of my tickets 
and it shows up as:

    "Message body not shown because it is too large or is not plain text.
     You can access it with the Download button on the right."

Well, it's an english chat transcript so I don't know why it could be 
considered "not plain text". So I guess its just "too large".

I would prefer to have that piece shown inline. How can I configure RT 
to raise the limit on what RT thinks is "large"?

Thanks for any help

Greetings
Tim
------
Tim Pritlove, Discordian Evangelist
 
 
Project Blinkenlights 
------
"We have Ph.D.s here who know the stuff cold, and we don't
believe it's possible to protect digital content" -- Steve Jobs



From alexmv at MIT.EDU  Tue Oct 26 22:07:57 2004
From: alexmv at MIT.EDU (Alex Vandiver)
Date: Tue, 26 Oct 2004 22:07:57 -0400
Subject: [rt-users] Message body not shown because it is too large or
	is not plain text
In-Reply-To: <3D313DF6-27A4-11D9-97D0-000A95D7D56A@ccc.de>
References: <3D313DF6-27A4-11D9-97D0-000A95D7D56A@ccc.de>
Message-ID: <1098842877.20843.2.camel@sicp-17.mit.edu>

On Tue, 2004-10-26 at 19:10, Tim Pritlove wrote:
> I would prefer to have that piece shown inline. How can I configure RT 
> to raise the limit on what RT thinks is "large"?
Check out the MaxInlineBody setting in the RT configuration files.
 - Alex

-- 
Networking -- only one letter away from not working





From scoheb at gmail.com  Wed Oct 27 09:24:22 2004
From: scoheb at gmail.com (Scott Hebert)
Date: Wed, 27 Oct 2004 09:24:22 -0400
Subject: [rt-users] Anyone willing to share their webrt.css customizations?
Message-ID: 

Hi,

I was wondering if anyone has done some cool changes to their
webrt.css file to create a completely new look for RT's UI?

I'm considering setting up a showcase site where we could post and
view thumbnails of submitted RT "themes".

Any comments?

Scott


From mjoseff at yellowbrix.com  Wed Oct 27 11:28:54 2004
From: mjoseff at yellowbrix.com (Matthew Joseff)
Date: Wed, 27 Oct 2004 11:28:54 -0400 (EDT)
Subject: [rt-users] RT3.2.2 - use Mail::Header?
Message-ID: 


So, after upgrading to 3.2.2 (FreeBSD, MySQL, Sendmail) I found that I 
couldn't email in a ticket.  Opening/updating a ticket via the web UI sent 
an email, replying to it did nothing.

Trying to update command line produced this error:

Can't locate object method "new" via package "Mail::Header" (perhaps you 
forgot to load "Mail::Header"?) at /opt/rt3/bin/rt-mailgate line 463.

Adding 'use Mail::Header;' right after:

use strict;
use Getopt::Long;
use LWP::UserAgent;

did the trick though.

Did I miss something in the docs, or was this line omitted on purpose?

-- 
Matthew Joseff, Director Technical Operations
(p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261
YellowBrix - Transforming Content Into Action.


From mjoseff at yellowbrix.com  Wed Oct 27 12:15:56 2004
From: mjoseff at yellowbrix.com (Matthew Joseff)
Date: Wed, 27 Oct 2004 12:15:56 -0400 (EDT)
Subject: [rt-users] RT3.2.2 - use Mail::Header?
In-Reply-To: 
References: 
Message-ID: 


Ignore me, I'm dumb.  This code was added in an attempt to strip out [foo] 
and "re:re:re:"s from the subject.

On Wed, 27 Oct 2004, Matthew Joseff wrote:

}
}So, after upgrading to 3.2.2 (FreeBSD, MySQL, Sendmail) I found that I couldn't
}email in a ticket.  Opening/updating a ticket via the web UI sent an email,
}replying to it did nothing.
}
}Trying to update command line produced this error:
}
}Can't locate object method "new" via package "Mail::Header" (perhaps you forgot
}to load "Mail::Header"?) at /opt/rt3/bin/rt-mailgate line 463.
}
}Adding 'use Mail::Header;' right after:
}
}use strict;
}use Getopt::Long;
}use LWP::UserAgent;
}
}did the trick though.
}
}Did I miss something in the docs, or was this line omitted on purpose?
}
}

-- 
Matthew Joseff, Director Technical Operations
(p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261
YellowBrix - Transforming Content Into Action.


From kmoran at servecentric.com  Wed Oct 27 12:05:36 2004
From: kmoran at servecentric.com (Kevin Moran)
Date: Wed, 27 Oct 2004 17:05:36 +0100
Subject: [rt-users] rt-send-cc Issue
Message-ID: 

Hi,

I am having an issue where when I reply to a ticket and put a email
address in the cc field it doesn't get sent.  I am using RT-3.2.2.  Has
anyone else had this issue?  Can anyone help?

Regards,
Kevin


This e-mail contains confidential information or information belonging to Servecentric Ltd and is intended solely for the addressee(s). The unauthorized disclosure, use, dissemination or copy (either in whole or in part) of this e-mail, or any information it contains, is prohibited. Any views or opinions presented are solely those of the author and do not necessarily represent those of Servecentric Ltd. E-mails are susceptible to alteration and their integrity cannot be guaranteed. Servecentric shall not be liable for the contents of this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and of the email's deletion.

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From paul.williams at uwex.edu  Wed Oct 27 12:44:28 2004
From: paul.williams at uwex.edu (Paul Williams)
Date: Wed, 27 Oct 2004 11:44:28 -0500
Subject: [rt-users] Re: RT is hanging when trying to update tickets
In-Reply-To: <20041027160008.43DD784C04A@pallas.eruditorum.org>
Message-ID: <5.2.1.1.2.20041027112941.01f516e8@imap.uwex.edu>

Here is the fix.

The first part is to turn on debugging to see what is
happening.  In /opt/rt3/etc/RT_SiteConfig.pm
change
     Set($LogToFile      , undef);
to
     Set($LogToFile      , 'debug');

Restart apache and the look in the log, in my case it was

      /opt/rt3/var/log/rt.log

The error message complained about a missing table
with the name Attributes.

At this point I needed assistance from our mysql expert
who set up the mysql database for rt.

He looked at some older versions of the software and discovered
that the Attributes table was added a few versions back.

The file /opt/rt3/etc/schema.mysql
provided the needed lines to modify the database.

paulw





>Date: Tue, 26 Oct 2004 13:01:04 -0500
>From: Paul Williams 
>Subject: [rt-users] RT is hanging when trying to update tickets
>To: rt-users at lists.bestpractical.com
>Message-ID: <5.2.1.1.2.20041026130032.02010fb0 at imap.uwex.edu>
>Content-Type: text/plain; charset="us-ascii"; format=flowed
>
>I have installed rt-3.2.2 on a Redhat 2.1 AS linux system
>with the latest up2dates patches installed.  I have installed
>apache-1.3.31 and mod_perl-1.29 from source.
>
>After starting RT, when I click on the Ticket option
>an apache process begins to use approx. 100% of the cpu.
>
>I need to kill and restart apache before I can do anything else with
>RT.
>
>I have tracked down the problem to the
>module /Search/Elements/EditSearches, at least that
>appears to be where there is a problem.
>
>If I comment out the line EditSearches line in /Search/Build.html
>I don't have the problem of the cpu going to 100%.
>Of course the program probably doesn't work properly then.  (:-)
>
>It looks like the problem is centered in the code below.
>I have not been able to figure out what is happening to see
>if the problem is really there and whether there is a fix.
>
>paulw



From jesse at bestpractical.com  Wed Oct 27 13:08:56 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 27 Oct 2004 13:08:56 -0400
Subject: [rt-users] RT3.2.2 - use Mail::Header?
In-Reply-To: 
References: 
Message-ID: <20041027170856.GF17824@pallas.eruditorum.org>




On Wed, Oct 27, 2004 at 11:28:54AM -0400, Matthew Joseff wrote:
> 
> So, after upgrading to 3.2.2 (FreeBSD, MySQL, Sendmail) I found that I 
> couldn't email in a ticket.  Opening/updating a ticket via the web UI sent 
> an email, replying to it did nothing.
> 
> Trying to update command line produced this error:
> 
> Can't locate object method "new" via package "Mail::Header" (perhaps you 
> forgot to load "Mail::Header"?) at /opt/rt3/bin/rt-mailgate line 463.

What does your line 463 of rt-mailgate say? We shouldn't need any Mail::
modules on the client side.

> Adding 'use Mail::Header;' right after:
> 
> use strict;
> use Getopt::Long;
> use LWP::UserAgent;
> 
> did the trick though.
> 
> Did I miss something in the docs, or was this line omitted on purpose?
> 
> -- 
> 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
> 

-- 


From scottn at s2s.ltd.uk  Wed Oct 27 13:01:10 2004
From: scottn at s2s.ltd.uk (Scott Nursten)
Date: Wed, 27 Oct 2004 18:01:10 +0100
Subject: [rt-users] RTFM WikiFormattedContent Error
Message-ID: 

Hi All, 

Anyone know what this is all about? Running RT 3.2.2, RTFM 2.0.4, Perl
5.8.4, all current required modules....list at bottom of email.

Any other info I can provide that'll make it easier to troubleshoot, let me
know. 

----snip RTFM error----
Information

System error

error:?
RT::FM::ArticleCFValue::WikiFormattedContent Unimplemented in
HTML::Mason::Commands.
(/web/data/rt/share/html/RTFM/Article/Elements/ShowCustomFields line 31)

context:?


...?

457:? else {
458:? my ($package, $filename, $line);
459:?($package, $filename, $line) = caller;
460:?
461:? die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
462:? }
463:?
464:?}
465:?
...?

code stack:?
 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record.pm:461
 /web/data/rt/share/html/RTFM/Article/Elements/ShowCustomFields:31
 /web/data/rt/share/html/RTFM/Article/Display.html:25
 /web/data/rt/share/html/autohandler:199

----snip----
----snip System Config output----

Perl v5.8.4 under linux
  Apache::Access v0.01;
  Apache::Connection v0.01;
  Apache::Const v0.01;
  Apache::DBI v0.94;
  Apache::Filter v0.01;
  Apache::Log v0.01;
  Apache::Module v0.01;
  Apache::RequestIO v0.01;
  Apache::RequestRec v0.01;
  Apache::RequestUtil v0.01;
  Apache::Response v0.01;
  Apache::ServerRec v0.01;
  Apache::ServerUtil v0.01;
  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 v3.00;
  Apache::SubRequest v0.01;
  Apache::URI v0.01;
  Apache::Util v0.01;
  APR v0.01;
  APR::Brigade v0.01;
  APR::Bucket v0.01;
  APR::Const v0.01;
  APR::Date v0.01;
  APR::Pool v0.01;
  APR::Table v0.01;
  APR::URI v0.01;
  APR::Util v0.01;
  AutoLoader v5.60;
  base v2.05;
  Benchmark v1.06;
  bytes v1.01;
  Cache::Simple::TimedExpiry v0.21;
  Carp v1.02;
  CGI v3.04;
  CGI::Cookie v1.24;
  CGI::Util v1.4;
  Class::Container v0.11;
  Class::Data::Inheritable v0.02;
  Class::ReturnValue v0.52;
  constant v1.04;
  Cwd v2.17;
  Data::Dumper v2.121;
  DBD::mysql v2.9004;
  DBI v1.45;
  DBIx::SearchBuilder v1.11;
  Devel::StackTrace v1.11;
  Devel::StackTraceFrame v0.6;
  Digest::base v1.00;
  Digest::MD5 v2.33;
  DynaLoader v1.04;
  Encode v1.99_01;
  Encode::Alias v1.38;
  Encode::Config v1.07;
  Encode::Encoding v1.33;
  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 v2.72;
  File::Glob v1.02;
  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 v0.35;
  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 v1.13;
  locale v1.00;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.44;
  Locale::Maketext::Lexicon::Gettext v0.12;
  Log::Dispatch v2.10;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.64;
  Mail::Field v1.64;
  Mail::Field::AddrList v1.64;
  Mail::Header v1.64;
  Mail::Internet v1.64;
  MIME::Base64 v3.04;
  MIME::Body v5.414;
  MIME::Decoder v5.414;
  MIME::Decoder::NBit v5.414;
  MIME::Entity v5.414;
  MIME::Field::ContDisp v5.414;
  MIME::Field::ConTraEnc v5.414;
  MIME::Field::ContType v5.414;
  MIME::Field::ParamVal v5.414;
  MIME::Head v5.414;
  MIME::Parser v5.414;
  MIME::QuotedPrint v3.03;
  MIME::Tools v5.414;
  MIME::Words v5.414;
  mod_perl v1.9917;
  ModPerl::Const v0.01;
  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;
  RT::Interface::Email v1.02;
  Scalar::Util v1.13;
  SelectSaver v1.00;
  Socket v1.77;
  Storable v2.12;
  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::Wrapper v1.000;
  Time::HiRes v1.59;
  Time::JulianDay v2003.1125;
  Time::Local v1.07;
  Time::ParseDate v2003.1126;
  Time::Timezone v2003.0211;
  URI v1.34;
  URI::Escape v3.26;
  URI::URL v5.03;
  URI::WithBase v2.19;
  utf8 v1.03;
  vars v1.01;
  warnings v1.03;
  warnings::register v1.00;
  XSLoader v0.02;
----snip----

Regards, 
 
Scott Nursten
S2S Consultants
http://www.s2s.ltd.uk
scottn at s2s.ltd.uk
T: 0870 350 4525
F: 0870 350 4526





From jesse at bestpractical.com  Wed Oct 27 13:25:47 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 27 Oct 2004 13:25:47 -0400
Subject: [rt-users] Re: RT is hanging when trying to update tickets
In-Reply-To: <5.2.1.1.2.20041027112941.01f516e8@imap.uwex.edu>
References: <20041027160008.43DD784C04A@pallas.eruditorum.org>
	<5.2.1.1.2.20041027112941.01f516e8@imap.uwex.edu>
Message-ID: <20041027172547.GJ17824@pallas.eruditorum.org>




On Wed, Oct 27, 2004 at 11:44:28AM -0500, Paul Williams wrote:
> The error message complained about a missing table
> with the name Attributes.
> 
> At this point I needed assistance from our mysql expert
> who set up the mysql database for rt.
> 
> He looked at some older versions of the software and discovered
> that the Attributes table was added a few versions back.
> 
> The file /opt/rt3/etc/schema.mysql
> provided the needed lines to modify the database.

So you missed steps in the upgrade procedure, which would have walked
you through this?

-j

> paulw


From fabio.cruz at camara.gov.br  Wed Oct 27 14:01:31 2004
From: fabio.cruz at camara.gov.br (=?iso-8859-1?Q?F=E1bio_S=E9rgio_Cruz?=)
Date: Wed, 27 Oct 2004 15:01:31 -0300
Subject: [rt-users] International character handling  problem 
Message-ID: <20041027180638.5A8F12F04AD@epicuro.camara.gov.br>

Hi,
 
I'm facing the same "international character handling" problem discussed in
http://gossamer-threads.com/lists/rt/users/19748?search_string=character
 .
 
As described there, RT & Apache go well for some time after apache restart,
but, due to an unknown reason, they fail again in handling international
characters (tickets created on email receive, portuguese language). The
referred discussion thread is not conclusive.
 
Is there a documented final solution for this problem? (couldn't find it in
the discussion list).
 
Thanks for any help
 
Fabio Cruz
 
My setup is:
RT 3.0.10
RedHat 9.0
MySQL v4.0
Apache 2.04
Perl v5.8.0


From MHANLEY at cxtec.com  Wed Oct 27 14:29:26 2004
From: MHANLEY at cxtec.com (Matt Hanley)
Date: Wed, 27 Oct 2004 14:29:26 -0400
Subject: [rt-users] Field verification?
Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A89A4D2D@cxmailx.ad.cxtec.com>

I was wondering what (if anything) people are using to verify information in
a particular field.  For example, say you wanted to make sure that the
Subject field was filled in before a ticket was closed.  I searched the
archives and saw a response or two stating Javascript as an answer.  Is it
possible to customize a scrip to halt the resolution of a ticket and pop up
a warning?  What are do others do?

Feel free to send responses directly to me and I can summarize.  Thanks.

-matt

Matthew Hanley
mhanley at cxtec.com


From MarkRoedel at letu.edu  Wed Oct 27 15:39:59 2004
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Wed, 27 Oct 2004 14:39:59 -0500
Subject: [rt-users] RTFM WikiFormattedContent Error
Message-ID: 


I don't see Text::WikiFormat included in your list of installed Perl
modules.  (From the RTFM readme file: "RTFM requires Text::WikiFormat in
addition to RT's standard dependencies.")


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott
Nursten
Sent: Wednesday, October 27, 2004 12:01 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RTFM WikiFormattedContent Error

Hi All, 

Anyone know what this is all about? Running RT 3.2.2, RTFM 2.0.4, Perl
5.8.4, all current required modules....list at bottom of email.



From lists at openunix.de  Wed Oct 27 16:38:18 2004
From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=)
Date: Wed, 27 Oct 2004 22:38:18 +0200
Subject: [rt-users] reject condition?
Message-ID: <20041027203818.GA3453@bofh.hanau.net>

Hello everyone,


isn't there a pre-defined reject condition?


What would be the easiest way of notifying requestors about rejected
tickets (as the contributed scripts do for resolved tickets).


Is it possible to deactivate autoresponders for certain queues?




Best Regards,

Franz G. K?hler




From jesse at bestpractical.com  Wed Oct 27 18:20:01 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 27 Oct 2004 18:20:01 -0400
Subject: [rt-users] RT 3.3.10 now available. First official "beta" version
	of RT 3.4
Message-ID: <586CE0D4-2866-11D9-BB5A-000A95AE249E@bestpractical.com>

It gives me great pleasure to announce RT 3.3.10. This is the first  
official "beta" release of what will become RT 3.4.0 in the near  
future.

RT 3.4 features numerous small improvements to RT, as well as several  
big changes.  The biggest change you're likely to notice is a rewritten  
custom fields system.

RT's custom fields can now apply to sets of queues, rather than the  
"All or nothing" approach in previous releases of RT.

Additionally, RT now has support for per-transaction custom fields, as  
well as site-wide custom fields on users and groups.

But wait, there's more!

RT now comes with support for "freetext" custom fields, where you can  
enter large blocks of text, file-upload custom fields where you can  
stash attachments of any sort and image custom fields whose values will  
be displayed within RT.

Over the coming weeks, we'll be putting together full release notes for  
RT 3.4 and releasing additional beta versions as you report issues to  
us.

Issues that are fixed for RT 3.2.x will, of course, continue to flow  
downstream into the RT 3.3/3.4 series.

To see the things that we're currently tracking for 3.4, check out:

http://rt3.fsck.com/Search/Results.html? 
Query=DependentOn="6211"&Rows=100&OrderBy=id&user=guest&pass=guest


You can download RT 3.3.10 from:

	http://download.bestpractical.com/pub/rt/devel/rt-3.3.10.tar.gz
	cabd4f55dd464b483ba4e7465fa5e0bd  rt-3.3.10.tar.gz

	http://download.bestpractical.com/pub/rt/devel/rt-3.3.10.tar.gz.sig
	3ca7d22ff945f4e732395b15bfa5dc49  rt-3.3.10.tar.gz.sig


Jesse



From matthew.watson at staff.netspace.net.au  Wed Oct 27 23:06:12 2004
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Thu, 28 Oct 2004 13:06:12 +1000
Subject: [rt-users] Speeding up RT3
Message-ID: <56F211C5E3F24F47B103EA1B253822BE2435B5@vic-cr-ex1.staff.netspace.net.au>

Hey, Sorry to take so long to get back to you. Busy busy, sure you
understand :)


> 
> 
> > Sorry yes, I wrote out these answers first, but then forgot to send
it
> > :)
> >
> > Almost all the queries appear to be on the acl, eg
> >
> > SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT
> > ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE
> > (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'ShowTicket') AND
> > Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0  AND
> > Principals.id = Groups.id AND  Principals.id =
> > CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '174'
AND (
> > ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND
> > ACL.ObjectId = '1062173') OR (ACL.ObjectType = 'RT::Queue' AND
> > ACL.ObjectId = '7')) AND ( (  ACL.PrincipalId = Principals.id AND
> > ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR
> > Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR
> > Groups.Domain = 'Personal')) )  ) limitquery WHERE rownum <= 1 )
WHERE
> > limitrownum >= 1
> >
> >
> > Something I should mention is I've edited the quicksearch Element to
> > have 4 columns, "new","Open","stalled" and "all". Which will effect
the
> > query numbers.
> 
> 
> Well, yes. That will roughly double the number of queries we're doing
> there. I do expect that will negatively impact performance.
>
> > Acls are mostly per queue.
> 
> Switching to global acls where they make sense will also help
> performance.
> 
> 
> > From what I can see though, most of the time is spent doing things
other
> > than waiting on the database,
> >
> > An example from the index.html page (25 queues, non superuser)
> >
> > Time to display: 5.843325
> > Time in Database: 1.678154
> 
> 
> And how much time _in_ RT code?

Well, I assume Time to display - Time in database, if you include mason
in the mix. I'm not sure how to go about separating mason specific stuff
from rt specific stuff.

 
> I expect that you'll have a lot of additional overhead when sending
data
> from the DB.
> 
> There's a whole bunch of ACL precaching we could if you folks wanted
to
> contact me off list about development work.
> 
> > Number of Query: 231
> >
> >
> >
> > Where is 3.2-HEAD  (not very used to subversion)
> >
> > -bash-2.05b$ svn co svn://svn.bestpractical.com/rt/branches/3.2-HEAD
> > svn: URL 'svn://svn.bestpractical.com/rt/branches/3.2-HEAD' doesn't
> > exist
> 
> /branches/3.2-RELEASE

Cool, tried that out, seems about that same (if I drop the Quicksearch
component back to standard, rather than our local version
 
> > I can come up with some specifics if its more helpful (eg, just load
> > index.html and then Exit )
> 
> More useful is a controlled set of 20 queries of the homepage, spaced
30
> seconds apart.

I will see what I can come up with.

> Jesse
> --

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 
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from your system. Please note that any views or opinions presented in this email are solely
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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. 



From Brobson at betrusted.com  Thu Oct 28 02:06:56 2004
From: Brobson at betrusted.com (Ben Robson)
Date: Thu, 28 Oct 2004 16:06:56 +1000
Subject: [rt-users] Searching Ticket Histories
Message-ID: 

Hey all,
 
It is entirely possible that this has been answered previously, however
my searching is drawing a blank, so....
 
One of the great things about RT is the ability to search through
tickets, and especially the fact that you can search through custom
fields as well.
 
However it doesn't appear that you can search for content held in the
Ticket History.
 
Is this correct?  Is there a modification that I can make to allow a
search of the histories of tickets?
 
Thanks for the assist,
BenR
 
-------------- next part --------------
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From rs at plusw.de  Thu Oct 28 05:33:46 2004
From: rs at plusw.de (Rolf Schaufelberger)
Date: Thu, 28 Oct 2004 11:33:46 +0200
Subject: [rt-users] Disable scrip for singe queue
Message-ID: <200410281133.46847.rs@plusw.de>

Hi,

how can I disable a global scrip for a specific queue ? 
I see two possibilites :
1: removing it from the global list and adding for every other queue I have
2: Adding a condition in the global scrip

Am I right that there is no "disable" function ?

Greetings

Rolf Schaufelberger
rs at plusw.de



From scottn at s2s.ltd.uk  Thu Oct 28 05:58:03 2004
From: scottn at s2s.ltd.uk (Scott Nursten)
Date: Thu, 28 Oct 2004 10:58:03 +0100
Subject: [rt-users] RTFM WikiFormattedContent Error
In-Reply-To: 
Message-ID: 

Yeah - I didn't see it there either, however:

---snip---
root at phlox:~# perl -MCPAN -e'install Text::WikiFormat'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Wed, 27 Oct 2004 00:07:28 GMT
Text::WikiFormat is up to date.
---

Suggestions? 


Regards, 

On 27/10/04 8:39 pm, "Roedel, Mark"  wrote:

> Text::WikiFormat

Scott Nursten
S2S Consultants
http://www.s2s.ltd.uk
scottn at s2s.ltd.uk
T: 0870 350 4525
F: 0870 350 4526





From jkikpole at cairodurham.org  Thu Oct 28 06:11:20 2004
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Thu, 28 Oct 2004 06:11:20 -0400 (EDT)
Subject: [rt-users] No ShowLinks file after install
Message-ID: <20041028060331.K19699@zeus>

	I'm trying to install RT 3.2.2 from the FreeBSD port.  I think
I've gone through all the correct steps, but the web GUI claims that I'm
missing /Ticket/Elements/ShowLinks.  At the shell, I find that it appears
to be correct.

zeus:Elements>pwd
/usr/local/rt3/share/html/Ticket/Elements
zeus:Elements>ls
AddWatchers                     ShowDependencies
BulkLinks                       ShowGroupMembers
EditBasics                      ShowHistory
EditCustomField                 ShowMemberOf
EditCustomFields                ShowMembers
EditDates                       ShowMessageHeaders
EditPeople                      ShowMessageStanza
EditWatchers                    ShowPeople
FindAttachments                 ShowReferences
LoadTextAttachments             ShowRequestor
PreviewScrips                   ShowSummary
ShowAttachments                 ShowTransaction
ShowBasics                      ShowTransactionAttachments
ShowCustomFields                ShowUserEntry
ShowDates                       Tabs

	When I look in the /usr/ports/www/rt32/work directory, where the
port is "compiled," I can find the file.

zeus:Elements>pwd
/usr/ports/www/rt32/work/rt-3.2.2/html/Elements
zeus:Elements>ls -l ShowLinks
-rwxr-xr-x  1 root  wheel  3392 Jul 28 20:08 ShowLinks

	I'm not sure what happened.  Can anyone shed some light on this?
I'm comfortable installing from sources by hand if the port is broken.

							Thanks in advance,
							Jaime

--
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org


From ch at westend.com  Thu Oct 28 08:31:00 2004
From: ch at westend.com (Christian Hammers)
Date: Thu, 28 Oct 2004 14:31:00 +0200
Subject: [rt-users] CLI - response / status problem
In-Reply-To: <417EBC5C.8000700@bastyr.edu>
References: <417EBC5C.8000700@bastyr.edu>
Message-ID: <20041028123100.GA4928@westend.com>

On Tue, Oct 26, 2004 at 02:06:36PM -0700, Jason Taylor wrote:
> I've been trying to use the CLI without success.  I've finally tracked 
> down the problem there being no newline, let alone two, after the 
> status.

Change html/REST/1.0/search/ticket at the bottom from
 $m->out("RT/". $RT::VERSION . " " . $status);
to
 $m->out("RT/". $RT::VERSION . " " . $status . "\r\n");



Although I still have the following error message in version 3.3.10:
	$ RTDEBUG=3 rt ls -i "CustomFieldValue.{Kunde} like '10829%'"
	...
	RT/3.3.10 200 Ok
	ticket/58
	Use of uninitialized value in print at /usr/bin/rt line 270.

Any ideas why? The offending line says "print $r->content;"

bye,

-christian-


> --xYzZY--
> HTTP/1.1 200 OK
> Connection: close
> Date: Tue, 26 Oct 2004 20:46:28 GMT
> Server: Apache/2.0.52 (FreeBSD) mod_perl/1.99_16 Perl/v5.8.5 
> mod_fastcgi/2.4.2 DAV/2 mod_auth_kerb/5.0-rc5 PHP/5.0.2 SVN/1.0.8
> Content-Type: text/plain; charset=ISO-8859-1
> Client-Date: Tue, 26 Oct 2004 20:46:28 GMT
> Client-Peer: 172.16.1.27:1080
> Client-Response-Num: 1
> Client-Transfer-Encoding: chunked
> 
> RT/3.2.2 200 Ok188: A2PC: Facilities - Parking
> 191: A2PC: Facilaties - Parking: Phase III
> 192: A2PC: Facilaties - Parking: Phase IV
...

-- 
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 scoheb at gmail.com  Thu Oct 28 09:13:28 2004
From: scoheb at gmail.com (Scott Hebert)
Date: Thu, 28 Oct 2004 09:13:28 -0400
Subject: [rt-users] Anyone willing to share their webrt.css customizations?
In-Reply-To: 
References: 
Message-ID: 

Hi,

I was wondering if anyone has done some cool changes to their
webrt.css file to create a completely new look for RT's UI?

I'm considering setting up a showcase site where we could post and
view thumbnails of submitted RT "themes".

Any comments?

Scott


From contractor6 at match.com  Thu Oct 28 09:19:39 2004
From: contractor6 at match.com (Rodney Caston)
Date: Thu, 28 Oct 2004 08:19:39 -0500
Subject: [rt-users] adding custom fields to the create.html in SelfService
Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF3E3FB@da0shme010.match.corp>

Does anyone have any documentation or examples of how to add created
custom fields to the create.html used for ticket creation in
SelfService?  We have these extra fields we need in the form but the
form only includes the most basic of default fields.   (we're trying to
call a few dropdown fields we created)

Also, assuming nobody can answer how to do this, has anyone ever used
Bestpracticals Support?  It seems a bit harsh at $1500 per quarter with
you only getting to use it 4 times in that quarter.




From ed_santora at harvard.edu  Thu Oct 28 09:25:13 2004
From: ed_santora at harvard.edu (Ed Santora)
Date: Thu, 28 Oct 2004 09:25:13 -0400
Subject: [rt-users] Multiple installations under 1 virtual host
In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF3E3FB@da0shme010.match.corp>
References: <573F1E2597A7974E924A5F814CAC166D0DF3E3FB@da0shme010.match.corp>
Message-ID: 

Does anyone have multiple RT installations (with separate webmux.pl, 
RT_SiteConfig.pm, etc) running under one virtual host? Like:

http://rt.host.com/rt1/
http://rt.host.com/rt2/

Thanks.

-Ed

Ed Santora, System Administrator
Harvard University, Academic Computing
Division of Continuing Education


From Ruslan.Zakirov at acronis.com  Thu Oct 28 09:27:26 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 17:27:26 +0400
Subject: [rt-users] adding custom fields to the create.html in SelfService
In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF3E3FB@da0shme010.match.corp>
References: <573F1E2597A7974E924A5F814CAC166D0DF3E3FB@da0shme010.match.corp>
Message-ID: <4180F3BE.5000307@acronis.com>

Rodney Caston wrote:
> Does anyone have any documentation or examples of how to add created
> custom fields to the create.html used for ticket creation in
> SelfService?  We have these extra fields we need in the form but the
> form only includes the most basic of default fields.   (we're trying to
> call a few dropdown fields we created)
I've sent you patch that enable CFs in SelfService. Isn't it an example?

> 
> Also, assuming nobody can answer how to do this, has anyone ever used
> Bestpracticals Support?  It seems a bit harsh at $1500 per quarter with
> you only getting to use it 4 times in that quarter.
IMHO you should contact with sales@ if you want to be sponsor of the 
feature.

> 
> 
> _______________________________________________
> 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 Oct 28 09:30:41 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 17:30:41 +0400
Subject: [rt-users] Multiple installations under 1 virtual host
In-Reply-To: 
References: <573F1E2597A7974E924A5F814CAC166D0DF3E3FB@da0shme010.match.corp>
	
Message-ID: <4180F481.8060100@acronis.com>

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

with mod_perl you can't run different RT instances under same apache 
server instances.

Ed Santora wrote:
> Does anyone have multiple RT installations (with separate webmux.pl, 
> RT_SiteConfig.pm, etc) running under one virtual host? Like:
> 
> http://rt.host.com/rt1/
> http://rt.host.com/rt2/
> 
> Thanks.
> 
> -Ed
> 
> Ed Santora, System Administrator
> Harvard University, Academic Computing
> Division of Continuing Education
> _______________________________________________
> 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 Oct 28 09:35:08 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 17:35:08 +0400
Subject: [rt-users] Disable scrip for singe queue
In-Reply-To: <200410281133.46847.rs@plusw.de>
References: <200410281133.46847.rs@plusw.de>
Message-ID: <4180F58C.70306@acronis.com>

Rolf Schaufelberger wrote:
> Hi,
> 
> how can I disable a global scrip for a specific queue ? 
> I see two possibilites :
> 1: removing it from the global list and adding for every other queue I have
> 2: Adding a condition in the global scrip
3: http://page.mi.fu-berlin.de/~pape/rt3screenshots/

> 
> Am I right that there is no "disable" function ?
Yes. You're right.


> 
> Greetings
> 
> Rolf Schaufelberger
> rs at plusw.de
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From vadud3 at gmail.com  Thu Oct 28 09:29:44 2004
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 28 Oct 2004 09:29:44 -0400
Subject: [rt-users] Take Column
Message-ID: 

Hi All

I am looking for a way to add the "Take" column in the Results.html
page in RT 3.2.2. It used to be there by default in RT 2

Anyone would know how to do it?

Thanks
-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu


From Ruslan.Zakirov at acronis.com  Thu Oct 28 09:46:07 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 17:46:07 +0400
Subject: [rt-users] Searching Ticket Histories
In-Reply-To: 
References: 
Message-ID: <4180F81F.8020404@acronis.com>

Ben Robson wrote:
> Hey all,
[snip]
> 
> 
> Is this correct? 
no
> Is there a modification that I can make to allow a 
> search of the histories of tickets?
http://rt3.fsck.com/Search/Results.html?Order=ASC&Query=%20ContentType%20LIKE%20'text%2Fplain'%20%20AND%20Content%20LIKE%20'patch'%20&Rows=50&OrderBy=id&Page=1&Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E'
login/passwd: guest/guest

> 
>  
> 
> Thanks for the assist,
> 
> BenR
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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 Oct 28 09:53:09 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 17:53:09 +0400
Subject: [rt-users] reject condition?
In-Reply-To: <20041027203818.GA3453@bofh.hanau.net>
References: <20041027203818.GA3453@bofh.hanau.net>
Message-ID: <4180F9C5.90005@acronis.com>

Franz Georg K?hler wrote:
> Hello everyone,
> 
> 
> isn't there a pre-defined reject condition?
> 
> 
> What would be the easiest way of notifying requestors about rejected
> tickets (as the contributed scripts do for resolved tickets).
You don't need to write.
See results of the next SQL query.
select * from ScripConditions where ExecModule = 'StatusChange';

insert new record with your name and description and Argument = 'rejected'.

> 
> 
> Is it possible to deactivate autoresponders for certain queues?
See today ML archive.

> 
> 
> 
> 
> Best Regards,
> 
> Franz G. 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  Thu Oct 28 09:54:19 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 17:54:19 +0400
Subject: [rt-users] International character handling  problem
In-Reply-To: <20041027180638.5A8F12F04AD@epicuro.camara.gov.br>
References: <20041027180638.5A8F12F04AD@epicuro.camara.gov.br>
Message-ID: <4180FA0B.8000903@acronis.com>

Upgrade your perl up to 5.8.3 or higher.

F?bio S?rgio Cruz wrote:
> Hi,
>  
> I'm facing the same "international character handling" problem discussed in
> http://gossamer-threads.com/lists/rt/users/19748?search_string=character
>  .
>  
> As described there, RT & Apache go well for some time after apache restart,
> but, due to an unknown reason, they fail again in handling international
> characters (tickets created on email receive, portuguese language). The
> referred discussion thread is not conclusive.
>  
> Is there a documented final solution for this problem? (couldn't find it in
> the discussion list).
>  
> Thanks for any help
>  
> Fabio Cruz
>  
> My setup is:
> RT 3.0.10
> RedHat 9.0
> MySQL v4.0
> Apache 2.04
> Perl v5.8.0
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From Ruslan.Zakirov at acronis.com  Thu Oct 28 09:54:59 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 17:54:59 +0400
Subject: [rt-users] rt-send-cc Issue
In-Reply-To: 
References: 
Message-ID: <4180FA33.9020001@acronis.com>

Kevin Moran wrote:
> Hi,
> 
> I am having an issue where when I reply to a ticket and put a email 
> address in the cc field it doesn?t get sent.  I am using RT-3.2.2.  Has 
> anyone else had this issue?  Can anyone help?
Add scrip that notify other recipients.

> 
> Regards,
> 
> Kevin
> 
> This e-mail contains confidential information or information belonging 
> to Servecentric Ltd and is intended solely for the addressee(s). The 
> unauthorized disclosure, use, dissemination or copy (either in whole or 
> in part) of this e-mail, or any information it contains, is prohibited. 
> Any views or opinions presented are solely those of the author and do 
> not necessarily represent those of Servecentric Ltd. E-mails are 
> susceptible to alteration and their integrity cannot be guaranteed. 
> Servecentric shall not be liable for the contents of this e-mail if 
> modified or falsified. If you are not the intended recipient of this 
> e-mail, please delete it immediately from your system and notify the 
> sender of the wrong delivery and of the email's deletion.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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 Oct 28 09:59:16 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 17:59:16 +0400
Subject: [rt-users] Aggregating transaction mails
In-Reply-To: <20041026135326.GA14255@westend.com>
References: <20041026135326.GA14255@westend.com>
Message-ID: <4180FB34.1090507@acronis.com>

Christian Hammers wrote:
> Hello
> 
> Is it possible to send a mail to all queue members for every transaction
> with all changes included?
> 
> My current solution with the global script entry
> 	- On Transaction
> 	- Notify AdminCC as comment
> 	- Global Template: transaction
> 	- Transaction Create
> generates one mail for every bit I change.
> 
> I want only one mail which looks like the following:
> 
> ------------------------------------------------
> *       Queue: management -> tech.dns
>       Subject: eherherh
> *       Owner: Nobody -> ch
> *      Status: new -> stalled
>    Requestors: ch at ma.test.intern
>   Ticket 
> 
> foooo baaar blah blah blah
> ------------------------------------------------
> 
> Any ideas?
Create complex template that scan transaction near current and fetch 
required info. Delete all scrips that notify on any txn. set scrip(s) 
that notify only on comments/replies/create with this complex template.

> 
> bye,
> 
> -christian-
> 



From daniel at digsys.bg  Thu Oct 28 09:38:13 2004
From: daniel at digsys.bg (Daniel Kalchev)
Date: Thu, 28 Oct 2004 16:38:13 +0300
Subject: [rt-users] Better e-mail message display in RT3
Message-ID: <200410281338.i9SDcDu9086111@dcave.digsys.bg>

Hello,

This is my first posting to this mailing list, so pelase bear the verbosity.

I have been recently investigating the possibility to use RT3 to manage 
relatively large support e-mail address. So far things look promising, except 
the ugly e-mail display :-)

I understand having RT display incoming e-mail in pretty format (HTML 
formatting, fonts, attachments etc) is definitely not it's primary purpose, 
but there are some things that aren't looking good. It is however, sometimes 
hard to teach customers how to send you good looking mail (that is, plain text 
:-).

For example, if the e-mail message contains both text/plain and text/html 
parts (which is common for e-mail coming from OutLook Express) RT would 
display either part (depending on configuration), and offer the other part for 
Download. However, if you display the text part, the text/html part offered 
for download is not sent to the browser with the proper MIME type, but with 
text/plain instead - which prevents the browser from displaying the HTML 
content.

Where is this handled and has someone worked on prettyfying RT3 as it comes to 
it's e-mail display?

Best Regards,
Daniel



From ch at westend.com  Thu Oct 28 10:18:32 2004
From: ch at westend.com (Christian Hammers)
Date: Thu, 28 Oct 2004 16:18:32 +0200
Subject: [rt-users] Aggregating transaction mails
In-Reply-To: <4180FB34.1090507@acronis.com>
References: <20041026135326.GA14255@westend.com> <4180FB34.1090507@acronis.com>
Message-ID: <20041028141832.GA13539@westend.com>

On Thu, Oct 28, 2004 at 05:59:16PM +0400, Ruslan U. Zakirov wrote:
> >Is it possible to send a mail to all queue members for every transaction
> >with all changes included?
...
> >Any ideas?
> Create complex template that scan transaction near current and fetch 
> required info. Delete all scrips that notify on any txn. set scrip(s) 
> that notify only on comments/replies/create with this complex template.
Do you know a similar script which I could use as template? Currently I
would have no clue where to start and would probably leave it the way it
is :-(

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 Richard.Ellis at Sun.COM  Thu Oct 28 10:20:31 2004
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Thu, 28 Oct 2004 15:20:31 +0100
Subject: [rt-users] International character handling  problem
Message-ID: <2ba482ea10.2ea102ba48@gadget-mail1.uk.sun.com>

Upgrading perl doesn't always solve the problem. We are still seeing lots of issues when EUC-KR is sent to RT. We get total corruption and we are on perl 5.8.3, rt 3.2.2.


> 
> Message: 10
> Date: Thu, 28 Oct 2004 17:54:19 +0400
> From: "Ruslan U. Zakirov" 
> Subject: Re: [rt-users] International character handling  problem
> To: F?bio S?rgio Cruz 
> Cc: "'rt-users at lists.bestpractical.com'"
> 	
> Message-ID: <4180FA0B.8000903 at acronis.com>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
> 
> Upgrade your perl up to 5.8.3 or higher.
> 
> F?bio S?rgio Cruz wrote:
> > Hi,
> >  
> > I'm facing the same "international character handling" problem 
> discussed in
> > http://gossamer-
> threads.com/lists/rt/users/19748?search_string=character> 
>  .
> >  
> > As described there, RT & Apache go well for some time after 
> apache restart,
> > but, due to an unknown reason, they fail again in handling 
> international> characters (tickets created on email receive, 
> portuguese language). The
> > referred discussion thread is not conclusive.
> >  
> > Is there a documented final solution for this problem? (couldn't 
> find it in
> > the discussion list).
> >  
> > Thanks for any help
> >  
> > Fabio Cruz
> >  
> > My setup is:
> > RT 3.0.10
> > RedHat 9.0
> > MySQL v4.0
> > Apache 2.04
> > Perl v5.8.0
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT wiki at http://wiki.bestpractical.com
> 
> 
> 




From ch at westend.com  Thu Oct 28 10:36:00 2004
From: ch at westend.com (Christian Hammers)
Date: Thu, 28 Oct 2004 16:36:00 +0200
Subject: [rt-users] [script] Closing tickets via mail (e.g. Cc:
	done@rt.site.com)
In-Reply-To: <20041025125459.GA29557@westend.com>
References: <20041025125459.GA29557@westend.com>
Message-ID: <20041028143600.GB4928@westend.com>

On Mon, Oct 25, 2004 at 02:54:59PM +0200, Christian Hammers wrote:
> I'm looking for a way to close a ticket via email. What would be the
> best approach? My only idea is currently to create a special alias
> which then executes rt-crontool.

In case anybody has a use for it, here is a little script that accepts
mails for "done at support.mydomain.com", extracts the ticket number and 
closes this ticket with a comment.

bye,

-christian-

	#!/usr/bin/perl -W
	# Quick and dirty script, no real return code checking.
	use Sys::Syslog;

	openlog("rt-mail-done", 0, LOG_DAEMON);

	$mail = join("", );

	if ($mail =~ /^Subject.*\[Ticket #([0-9]+)\]/m) {
	  $ticketstring = "ticket/$1";
	} else {
	  die("No ticket number found!");
	}

	$cmd = "rt comment -m 'Ticket has been closed via email.' $ticketstring";
	$out = "$cmd: ".`$cmd 2>&1`; chomp($out); syslog(LOG_INFO, $out);

	$cmd = "rt edit $ticketstring set status=resolved";
	$out = "$cmd: ".`$cmd 2>&1`; chomp($out); syslog(LOG_INFO, $out);

	exit(0);


-- 
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  Thu Oct 28 10:45:12 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 18:45:12 +0400
Subject: [rt-users] International character handling  problem
In-Reply-To: <2ba482ea10.2ea102ba48@gadget-mail1.uk.sun.com>
References: <2ba482ea10.2ea102ba48@gadget-mail1.uk.sun.com>
Message-ID: <418105F8.6020104@acronis.com>

Richard Ellis wrote:
> Upgrading perl doesn't always solve the problem. We are still seeing lots of issues when EUC-KR is sent to RT. We get total corruption and we are on perl 5.8.3, rt 3.2.2.
PERL 5.8.3 is _*MAJOR*_ requirment if you don't want to see random 
corruptions.

Richard, don't confuse Fabio, please. He has unsupported perl version 
and we know that that perl version has bug and corrupts attachments.

Richard, if you have problem please create new thread on ML that 
describe your problem as required in http://wiki.bestpractical.com/?FAQ. 
Send orig messages that are corrupted by RT with full bug report info to 
rt-devel or rt-bugs and it would be fixed.

				Best regards. Ruslan.
> 
> 
> 
>>Message: 10
>>Date: Thu, 28 Oct 2004 17:54:19 +0400
>>From: "Ruslan U. Zakirov" 
>>Subject: Re: [rt-users] International character handling  problem
>>To: F?bio S?rgio Cruz 
>>Cc: "'rt-users at lists.bestpractical.com'"
>>	
>>Message-ID: <4180FA0B.8000903 at acronis.com>
>>Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>>
>>Upgrade your perl up to 5.8.3 or higher.
>>
>>F?bio S?rgio Cruz wrote:
>>
>>>Hi,
>>> 
>>>I'm facing the same "international character handling" problem 
>>
>>discussed in
>>
>>>http://gossamer-
>>
>>threads.com/lists/rt/users/19748?search_string=character> 
>> .
>>
>>> 
>>>As described there, RT & Apache go well for some time after 
>>
>>apache restart,
>>
>>>but, due to an unknown reason, they fail again in handling 
>>
>>international> characters (tickets created on email receive, 
>>portuguese language). The
>>
>>>referred discussion thread is not conclusive.
>>> 
>>>Is there a documented final solution for this problem? (couldn't 
>>
>>find it in
>>
>>>the discussion list).
>>> 
>>>Thanks for any help
>>> 
>>>Fabio Cruz
>>> 
>>>My setup is:
>>>RT 3.0.10
>>>RedHat 9.0
>>>MySQL v4.0
>>>Apache 2.04
>>>Perl v5.8.0
>>>_______________________________________________
>>>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 gdunn at inscriber.com  Thu Oct 28 10:49:02 2004
From: gdunn at inscriber.com (Graham Dunn)
Date: Thu, 28 Oct 2004 10:49:02 -0400
Subject: [rt-users] No ShowLinks file after install
In-Reply-To: <20041028060331.K19699@zeus>
References: <20041028060331.K19699@zeus>
Message-ID: <418106DE.2000305@inscriber.com>

Jaime Kikpole wrote:

>	I'm trying to install RT 3.2.2 from the FreeBSD port.  I think
>I've gone through all the correct steps, but the web GUI claims that I'm
>missing /Ticket/Elements/ShowLinks.  At the shell, I find that it appears
>to be correct.
>[snip]
>
>	I'm not sure what happened.  Can anyone shed some light on this?
>I'm comfortable installing from sources by hand if the port is broken.
>
>  
>
I got this too when I upgraded from 3.2.1 via ports.
I had to make deinstall && make reinstall in the www/rt3 dir. Not sure 
why that happened.

Graham



From Ruslan.Zakirov at acronis.com  Thu Oct 28 11:36:51 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 28 Oct 2004 19:36:51 +0400
Subject: [rt-users] Aggregating transaction mails
In-Reply-To: <20041028141832.GA13539@westend.com>
References: <20041026135326.GA14255@westend.com> <4180FB34.1090507@acronis.com>
	<20041028141832.GA13539@westend.com>
Message-ID: <41811213.8060106@acronis.com>

Christian Hammers wrote:
> On Thu, Oct 28, 2004 at 05:59:16PM +0400, Ruslan U. Zakirov wrote:
> 
>>>Is it possible to send a mail to all queue members for every transaction
>>>with all changes included?
> 
> ...
> 
>>>Any ideas?
>>
>>Create complex template that scan transaction near current and fetch 
>>required info. Delete all scrips that notify on any txn. set scrip(s) 
>>that notify only on comments/replies/create with this complex template.
> 
> Do you know a similar script which I could use as template? Currently I
> would have no clue where to start and would probably leave it the way it
> is :-(
If you don't know RT API at all then it would be hard to write so 
complex template.

But you can extend your current templates, see template chapter on
http://wiki.bestpractical.com/index.cgi?Contributions

> 
> bye,
> 
> -christian-
> 



From jtaylor at bastyr.edu  Thu Oct 28 12:12:35 2004
From: jtaylor at bastyr.edu (Jason Taylor)
Date: Thu, 28 Oct 2004 09:12:35 -0700
Subject: [rt-users] CLI - response / status problem
In-Reply-To: <20041028123100.GA4928@westend.com>
References: <417EBC5C.8000700@bastyr.edu> <20041028123100.GA4928@westend.com>
Message-ID: <41811A73.80705@bastyr.edu>

Christian Hammers wrote:

>On Tue, Oct 26, 2004 at 02:06:36PM -0700, Jason Taylor wrote:
>  
>
>>I've been trying to use the CLI without success.  I've finally tracked 
>>down the problem there being no newline, let alone two, after the 
>>status.
>>    
>>
>
>Change html/REST/1.0/search/ticket at the bottom from
> $m->out("RT/". $RT::VERSION . " " . $status);
>to
> $m->out("RT/". $RT::VERSION . " " . $status . "\r\n");
>
>
>
>Although I still have the following error message in version 3.3.10:
>	$ RTDEBUG=3 rt ls -i "CustomFieldValue.{Kunde} like '10829%'"
>	...
>	RT/3.3.10 200 Ok
>	ticket/58
>	Use of uninitialized value in print at /usr/bin/rt line 270.
>
>Any ideas why? The offending line says "print $r->content;"
>
>bye,
>
>-christian-
>  
>
Thanks for getting me this far.  There has to be one blank line between 
the header and the content so try:
$m->out("RT/". $RT::VERSION . " " . $status . "\n\n");


From jesse at bestpractical.com  Thu Oct 28 13:53:26 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 28 Oct 2004 13:53:26 -0400
Subject: [rt-users] Corruption of euc-kr email
In-Reply-To: <2ba482ea10.2ea102ba48@gadget-mail1.uk.sun.com>
References: <2ba482ea10.2ea102ba48@gadget-mail1.uk.sun.com>
Message-ID: <44949DBC-290A-11D9-8ED1-000A95AE249E@bestpractical.com>


On Oct 28, 2004, at 10:20 AM, Richard Ellis wrote:

>  We are still seeing lots of issues when EUC-KR is sent to RT. We get 
> total corruption and we are on perl 5.8.3, rt 3.2.2.

Please send us mail that gets corrupted by RT so that we can add it to 
RT's test suite. Ideally, as a patch which adds failing tests.
Failing that, please encapsulate the original email message by 
uuencoding it or dumping it in a tarball or gzipping it.

j



From rkagan at yorku.ca  Thu Oct 28 13:39:19 2004
From: rkagan at yorku.ca (Ramon Kagan)
Date: Thu, 28 Oct 2004 13:39:19 -0400 (EDT)
Subject: [rt-users] RT 3.2.1, RTIR 1.05, RTFM 2.0.4
Message-ID: 

HI,

I have RT and RTIR working fine, but I get nothing for RTFM.  I followed
the instructions as per the README and have setup the database as
required.  I reloaded apache and went back to the website.  All I get is
the same RT system I had before (No RT and RTFM menus).

If I manually go to /rt/RTFM/index.html I get the following error:

error:   	Can't locate object method "new" via package
"RT::FM::ArticleCollection" (perhaps you forgot to load
"RT::FM::ArticleCollection"?) at
/usr/share/request-tracker3.2/html/RTFM/Elements/NewestArticles line 60.
context:
...
56:  	<%INIT>
57:  	my $rows = 10;
58:  	my $i;
59:  	my $MyArticles;
60:  	$MyArticles = new RT::FM::ArticleCollection
($session{'CurrentUser'});
61:  	$MyArticles->UnLimit;
62:  	$MyArticles->RowsPerPage($rows);
63:  	$MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC');
64:
...
code stack:
/usr/share/request-tracker3.2/html/RTFM/Elements/NewestArticles:60
/usr/share/request-tracker3.2/html/RTFM/index.html:24
/usr/share/request-tracker3.2/html/autohandler:199
raw error

Am I missing something in the site_config?  Obviously RTFM isn't being
initialized, so how do I do that?

Thanks in advance for any help.

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


From GILLISME at gov.ns.ca  Thu Oct 28 13:44:58 2004
From: GILLISME at gov.ns.ca (Michael Gillis)
Date: Thu, 28 Oct 2004 14:44:58 -0300
Subject: [rt-users] Installing RT 3.2.2 on SuSE 8.1
Message-ID: 

Hi,

I'm new to RT so please bear with any stupid questions I may have :)

I am trying to install RT version 3.2.2 onto a SuSE machine (SuSE
version 8.1, mysql version 4.0.21) and I am running into quite a few
dependency issues. 

First off there is perl. RT 3.2.2 wants Perl  5.8.3, but if I try to
update Perl (currently v 5.8.0) on the SuSE box I am going to break
Apache (v 1.3.26) and Mod_Perl (v 1.27). If I have to update Apache that
means a bunch of additional configuration, etc. There are a number of
other dependency clashes as well, things missing or at too low version
numbers.

So, my short question would be does anyone have any experience in
getting a recent version of RT running on SuSE 8.1? Assistence in
getting this install working would be appreciated. Alternatively, what
would be the most recent version of RT that would most easily install on
SuSE 8.1?

Thanks,

Michael.


XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
X Michael Gillis                             X  gillisme at gov.ns.ca     
       X
X Corporate IT Operations            X  902-424-2471                   
 X
X Transportation & Public Works  X  http://cito.tpw.gov.ns.ca/  X
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX


From gdunn at inscriber.com  Thu Oct 28 15:26:45 2004
From: gdunn at inscriber.com (Graham Dunn)
Date: Thu, 28 Oct 2004 15:26:45 -0400
Subject: [rt-users] No ShowLinks file after install
In-Reply-To: <20041028131103.Q42393@zeus>
References: <20041028060331.K19699@zeus> <418106DE.2000305@inscriber.com>
	<20041028131103.Q42393@zeus>
Message-ID: <418147F5.1090603@inscriber.com>

Jaime Kikpole wrote:

>On Thu, 28 Oct 2004, Graham Dunn wrote:
>  
>
>>I got this too when I upgraded from 3.2.1 via ports.
>>I had to make deinstall && make reinstall in the www/rt3 dir. Not sure
>>why that happened.
>>    
>>
>
>	I did that, too.  It didn't help me, though.  I ended up
>installing from sources, which I've done for the 2.0.6 and 2.0.15 installs
>that I have done previously.
>
>	Now, if I only knew how to make RT 3.2.2 any faster than it
>currently is....  It seems to make an httpd process gradually use up the
>whole CPU for a few seconds and then gradually go back down to an
>acceptable level.  (The decrease starts when the page is fully loaded, but
>it is still dropping for several seconds after that.)  Any pointers?
>
>  
>
Yeah, I saw the same the same thing here. My solution was to throw 
another CPU and 500M of RAM at the problem.

Though right now, the longest page load I've managed to produce was 
around 45 seconds, and that's with 25 or so attachments (mixed text and 
graphics). I think the problem is that mod_perl is just erm, not as 
efficient as I'm used to apache modules being. Corrections on this 
viewpoint welcome.

I asked a while back about suppressing the graphics, but I haven't 
figured it out yet.

Graham


From niels=rt at bakker.net  Thu Oct 28 18:53:02 2004
From: niels=rt at bakker.net (Niels Bakker)
Date: Fri, 29 Oct 2004 00:53:02 +0200
Subject: [rt-users] Better e-mail message display in RT3
In-Reply-To: <200410281338.i9SDcDu9086111@dcave.digsys.bg>
References: <200410281338.i9SDcDu9086111@dcave.digsys.bg>
Message-ID: <20041028225302.GQ63018@snowcrash.tpb.net>

* daniel at digsys.bg (Daniel Kalchev) [Thu 28 Oct 2004, 16:08 CEST]:
> Where is this handled and has someone worked on prettyfying RT3 as it
> comes to it's e-mail display?

Displaying HTML as sent by a user to your ticketing system is a huge
security hole.  For example, it could contain some JavaScript that would
send your authentication cookie to the attacker.  Or contain enough
invalid HTML to hang or crash your browser (recently a slew of such
remotely exploitable vulnerabilities in about all browsers have been
uncovered).

So, I'm sorry, but there is no easy answer to your question.  Filtering
for