From savage at savage.za.org Wed Sep 1 04:54:15 2004 From: savage at savage.za.org (Chris Knipe) Date: Wed, 1 Sep 2004 10:54:15 +0200 Subject: [rt-users] rt / perl 5.8.5? Message-ID: <000701c49001$427cf8f0$0a01a8c0@savage.za.org> Sep 1 10:52:54 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:54 netsphere dccproc[44607]: sendto(dcc.dcc-servers.net (142.27.70.214,6277)): Socket is already connected Sep 1 10:52:54 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:55 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:55 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:56 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:56 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:56 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:56 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:56 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:56 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Sep 1 10:52:57 netsphere RT: weak references are not implemented in this release of perl at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792] [/usr/local/rt/bin/webmux.pl:138] [/dev/null:0] (/usr/local/rt/bin/webmux.pl:140) Uhm, help??? I upgraded perl to 5.8.5, recompiled all my modules, recompiled mod_perl, recompiled RT, everything... -- me From keith at midnighthax.com Wed Sep 1 05:32:45 2004 From: keith at midnighthax.com (Keith Edmunds) Date: Wed, 1 Sep 2004 10:32:45 +0100 Subject: [rt-users] Predefined or boilerplate responses? Message-ID: <20040901103245.27192009@zaphod.rg2.tiger-computing.com> In the Wiki under "Problems" there is the line "Predefined Replies - How can we use predefied replies to solve the tickets?", but unfortunately it is not a link. Can this be done within RT? Thanks From anders.ekstrand at drutt.com Wed Sep 1 06:14:57 2004 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Wed, 1 Sep 2004 12:14:57 +0200 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 Message-ID: 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. Best Regards - Anders > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: den 31 augusti 2004 18:53 > To: Anders Ekstrand > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] DBIx::SearchBuilder 1.10_04 > > To use the new version, it turns out you need to make sure > all users log out and log back in. > You can do this by deleting all entries from the sessions table. > > I only discovered this about 8 hours ago. > > Jesse > On Aug 31, 2004, at 7:15 AM, Anders Ekstrand wrote: > > > Hi Jesse, > > > > I tried both DBIx::SearchBuilder 1.10_02 yesterday and > > DBIx::SearchBuilder 1.10_04 today, and get an erroneous behaviour > > regarding all ticket updates with both versions. The > username for the > > updator is blank: > > > > > > Update with DBIx::SearchBuilder 1.10_04 > > ======================================= > > Tue Aug 31 13:04:59 2004 - Due changed from Tue Aug 31 07:50:51 > > 2004 to Tue Aug 31 13:14:59 2004 > > > > Update with DBIx::SearchBuilder 1.01 > > ==================================== > > Tue Aug 31 13:06:16 2004 anders - Due changed from Tue Aug 31 > > 13:14:59 2004 to Tue Aug 31 13:17:16 2004 > > > > > > Anybody else seen this? > > > > Best Regards - Anders Ekstrand > > > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com > >> [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Jesse > >> Vincent > >> Sent: den 30 augusti 2004 23:48 > >> To: Users of RT > >> Subject: [rt-users] DBIx::SearchBuilder 1.10_04 > >> > >> SearchBuilder 1.10_04 has just hit CPAN. This beta version should > >> resolve issues with the query builder that some folks have > recently > >> seen on RT 2.0.x. (And has all the latest performance > improvements as > >> well) > >> > >> _______________________________________________ > >> 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 cubic at acronis.ru Wed Sep 1 06:27:45 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 01 Sep 2004 14:27:45 +0400 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 In-Reply-To: References: Message-ID: <4135A421.5050807@acronis.ru> 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] From danie.marais at attix5.com Wed Sep 1 06:38:06 2004 From: danie.marais at attix5.com (Danie Marais) Date: Wed, 1 Sep 2004 12:38:06 +0200 Subject: [rt-users] Still no links in RT 3.2.1 Message-ID: <13eb01c4900f$c6206ee0$0a14a8c0@danie> I still cannot get any links on my tickets in RT 3.2.1. The tickets are listed, but the do not contain links so you can click on it. I eventually installed a brand new version of 3.2.1 - no upgrade. Brand new database as well. And still no links. I also manually upgraded all perl modules. Can anybody please help me on where to start searching for the problem? RT3.0.9 continues to work 100% FC1 perl-5.8.3-16 MySQL-server-4.0.17-0 httpd-2.0.50-1.0 mod_perl-1.99_12-2 Thanks Danie Marais CTO, Attix5 danie.marais at attix5.com www.attix5.com +27 21 880 2323 (Tel) +27 21 880 2324 (Fax) -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Wed Sep 1 07:03:52 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 01 Sep 2004 13:03:52 +0200 Subject: [rt-users] Periodical generate tickets! Message-ID: <4135AC98.6040201@desy.de> Hello! I'm looking for a smart way to generate each day automically at a given time a ticket. Till now I send a mail but I would prefer to use the rt-crontool. Could somebody give me an example howto utilize RT::Action::CreateTickets with the rt-crontool? best regards From jkikpole at cairodurham.org Wed Sep 1 07:16:18 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 1 Sep 2004 07:16:18 -0400 Subject: [rt-users] "Unsatisfied dependency chain"? In-Reply-To: <0EF3F4F4-FBB5-11D8-8BDB-000A95AE249E@bestpractical.com> References: <388C1D09-FBAC-11D8-BFE3-000A95C01924@cairodurham.org> <29FBB85A-FBB0-11D8-8BDB-000A95AE249E@bestpractical.com> <7EC09910-FBB4-11D8-BFE3-000A95C01924@cairodurham.org> <0EF3F4F4-FBB5-11D8-8BDB-000A95AE249E@bestpractical.com> Message-ID: <58EDACBE-FC08-11D8-A85F-000A95C01924@cairodurham.org> On Aug 31, 2004, at 9:20 PM, Jesse Vincent wrote: > That line number sure doesn't match my 1.10_04 I don't know if this helps any, but its not access to MySQL that is the problem. Some custom additions that I wrote are still working. (http://cns.cairodurham.org/rt/NoAuth/Summary/List.html and http://cns.cairodurham.org/rt/NoAuth/Summary/Display.html) They still look-up data correctly. However, attempts to reach the "home" page (post-login) or to view a ticket (/rt/Tickets/Display.html) do not work. They still give errors after I enter my name and password. Any ideas? Jaime From jkikpole at cairodurham.org Wed Sep 1 07:37:08 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 1 Sep 2004 07:37:08 -0400 Subject: [rt-users] "Unsatisfied dependency chain"? In-Reply-To: <58EDACBE-FC08-11D8-A85F-000A95C01924@cairodurham.org> References: <388C1D09-FBAC-11D8-BFE3-000A95C01924@cairodurham.org> <29FBB85A-FBB0-11D8-8BDB-000A95AE249E@bestpractical.com> <7EC09910-FBB4-11D8-BFE3-000A95C01924@cairodurham.org> <0EF3F4F4-FBB5-11D8-8BDB-000A95AE249E@bestpractical.com> <58EDACBE-FC08-11D8-A85F-000A95C01924@cairodurham.org> Message-ID: <41EB6ABD-FC0B-11D8-A85F-000A95C01924@cairodurham.org> This is strange, but it does *seem* to have been the problem.... I don't know why RT worked before and then stopped working, but an apachectl restart gave a bunch of mod_perl errors which I managed to trace back to Cache::Simple::TimedExpiry not being installed. I used perl -MCPAN -e 'install Cache::Simple::TimedExpiry' and then apachectl restart and then RT appeared to work correctly again. *Phew!* Makes me realize just how valuable RT is, now that I faced the fear of working without it. Thanks for the help, Jesse! Without tinkering with CPAN and installing modules, I never would have figured out the above. Jaime From danie.marais at attix5.com Wed Sep 1 08:49:34 2004 From: danie.marais at attix5.com (Danie Marais) Date: Wed, 1 Sep 2004 14:49:34 +0200 Subject: [rt-users] patches ported from 3.0.11 to 3.2.0 References: Message-ID: <146b01c49022$22b28870$0a14a8c0@danie> Dirk, I tried to apply your silently resolve patch on 3.2.1 but got an error: [root at mail rt3]# patch -p0 < silently_resolve.patch.txt patching file lib/RT/Queue_Overlay.pm Hunk #1 succeeded at 53 (offset 2 lines). patching file lib/RT/Ticket_Overlay.pm patch: **** malformed patch at line 22: edDependencies) { Regards, Danie Marais > I have ported most of my RT-patches from 3.0.11 to 3.2. > You can browse and download all patches which are active on our site under > . > > These include: > - Email threading > - hiding global scrips on queues > - silently resolving tickets From susanm at jbpc.co.uk Wed Sep 1 09:14:19 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Wed, 1 Sep 2004 14:14:19 +0100 Subject: [rt-users] Installing QueueChange scrip Message-ID: <20040901141419.13a312a5@zaphod.rg2.tiger-computing.com> Hi, I'm new to RT, sorry if this a simple question but I've been searching the documentation, wiki and mail archive without luck. I want to install the OnQueueChange scrip, but I'm not sure how. I copied insert_condition.pl and QueueChange.pm (from /pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange) to $RT/local/lib/RT/Action, and then defined a scrip as follows: Condition: On Queue Change Action: Notify AdminCcs Template: Global template: Admin Correspondence Stage: TransactionCreate That seems to send a mail as I would expect, except that the content of the mail is the URL for the ticket followed by "This transaction appears to have no content". I've probably done something silly, but if anyone can help that would be great. If there is some documentation I should have read please point me at it. Thank you From cubic at acronis.ru Wed Sep 1 09:54:49 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 01 Sep 2004 17:54:49 +0400 Subject: [rt-users] Installing QueueChange scrip In-Reply-To: <20040901141419.13a312a5@zaphod.rg2.tiger-computing.com> References: <20040901141419.13a312a5@zaphod.rg2.tiger-computing.com> Message-ID: <4135D4A9.2030708@acronis.ru> Susan McConnell wrote: > Hi, I'm new to RT, sorry if this a simple question but I've been searching > the documentation, wiki and mail archive without luck. I want to install > the OnQueueChange scrip, but I'm not sure how. I copied insert_condition.pl > and QueueChange.pm (from > /pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange) to > $RT/local/lib/RT/Action, and then defined a scrip as follows: > > Condition: On Queue Change > Action: Notify AdminCcs > Template: Global template: Admin Correspondence > Stage: TransactionCreate > > That seems to send a mail as I would expect, except that the content of the > mail is the URL for the ticket followed by "This transaction appears to > have no content". Did you expect something different? Did you read http://wiki.bestpractical.com/?FAQ ? "This transaction appears to have no content" is described in Templates section. > > I've probably done something silly, but if anyone can help that would be > great. If there is some documentation I should have read please point me at > it. > > Thank you From susanm at jbpc.co.uk Wed Sep 1 10:20:37 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Wed, 1 Sep 2004 15:20:37 +0100 Subject: [rt-users] Installing QueueChange scrip In-Reply-To: <4135D4A9.2030708@acronis.ru> References: <20040901141419.13a312a5@zaphod.rg2.tiger-computing.com> <4135D4A9.2030708@acronis.ru> Message-ID: <20040901152037.3a987273@zaphod.rg2.tiger-computing.com> On Wed, 01 Sep 2004 17:54:49 +0400 "Ruslan U. Zakirov" wrote: > Did you expect something different? Yes, and sorry if I didn't make that clear. I expected a mail along the lines of "Call xxx has been transferred to queue yyy" or similar. > Did you read http://wiki.bestpractical.com/?FAQ ? Yes. > "This transaction appears to have no content" is described in Templates > section. No it isn't. The closest thing there is "The 'resolve' Transaction has no content", and the suggestion there is that AddLastCommentToMail may help. The AddLastCommentToMail takes me to a few lines of Perl, with no clue as to where this should be placed. I was asking for help, and I seem to have annoyed you even though I have tried to solve the problem myself. What should I have done to solve this problem? Thank you From ray.walters at kiffanalytical.com Wed Sep 1 10:49:39 2004 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Wed, 01 Sep 2004 07:49:39 -0700 Subject: [rt-users] Installing QueueChange scrip In-Reply-To: <20040901141419.13a312a5@zaphod.rg2.tiger-computing.com> References: <20040901141419.13a312a5@zaphod.rg2.tiger-computing.com> Message-ID: <4135E183.5020605@kiffanalytical.com> Susan, I am not familiar with RT 2.x, but I did find something that you might find useful: http://marc.free.net.ph/message/20010910.081402.139acd9b.html HTH, Ray Susan McConnell wrote: > Hi, I'm new to RT, sorry if this a simple question but I've been searching > the documentation, wiki and mail archive without luck. I want to install > the OnQueueChange scrip, but I'm not sure how. I copied insert_condition.pl > and QueueChange.pm (from > /pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange) to > $RT/local/lib/RT/Action, and then defined a scrip as follows: > > Condition: On Queue Change > Action: Notify AdminCcs > Template: Global template: Admin Correspondence > Stage: TransactionCreate > > That seems to send a mail as I would expect, except that the content of the > mail is the URL for the ticket followed by "This transaction appears to > have no content". > > I've probably done something silly, but if anyone can help that would be > great. If there is some documentation I should have read please point me at > it. > > Thank you > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From pmcgraw at aamc.org Wed Sep 1 10:55:47 2004 From: pmcgraw at aamc.org (Paula McGraw) Date: Wed, 01 Sep 2004 10:55:47 -0400 Subject: [rt-users] not mailing to all addresses, why? Message-ID: Struggling to ID and correct RT outbound email problem. Since I can replicate the problem I'm assuming that the problem lies in my understanding or implementation. RT outbound messages are only sent to the first address of any given field. - only first admin cc listed receives mail - only first watcher address receives mail - only first cc address receives mail Thoughts on what I'm might be overlooking? Installation is RT windows port with Symantec AntiVirus for SMTP Gateways (separate server). Have also tested with WIN2K SMTP running on same box as RT (localroot) with same result. From cubic at acronis.ru Wed Sep 1 11:03:33 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 01 Sep 2004 19:03:33 +0400 Subject: [rt-users] Installing QueueChange scrip In-Reply-To: <20040901152037.3a987273@zaphod.rg2.tiger-computing.com> References: <20040901141419.13a312a5@zaphod.rg2.tiger-computing.com> <4135D4A9.2030708@acronis.ru> <20040901152037.3a987273@zaphod.rg2.tiger-computing.com> Message-ID: <4135E4C5.4000700@acronis.ru> Susan McConnell wrote: > On Wed, 01 Sep 2004 17:54:49 +0400 > "Ruslan U. Zakirov" wrote: > > >>Did you expect something different? > > > Yes, and sorry if I didn't make that clear. I expected a mail along the > lines of "Call xxx has been transferred to queue yyy" or similar. You get this result because template that you use doesn't contain this description. http://wiki.bestpractical.com/?Template Try to add next string to your template that is used within this scrip: Ticket was moved to queue { $Ticket->QueueObj->Name; }(# {$Ticket->Queue;}). > > >>Did you read http://wiki.bestpractical.com/?FAQ ? > > > Yes. > > >>"This transaction appears to have no content" is described in Templates >>section. > > > No it isn't. The closest thing there is "The 'resolve' Transaction has no > content", and the suggestion there is that AddLastCommentToMail may help. > The AddLastCommentToMail takes me to a few lines of Perl, with no clue as > to where this should be placed. Yeah, this is "bug". It's code snippet that you can put into templates. > > I was asking for help, and I seem to have annoyed you even though I have > tried to solve the problem myself. What should I have done to solve this > problem? Hope this will help. > > Thank you From jesse at bestpractical.com Wed Sep 1 11:50:16 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Sep 2004 11:50:16 -0400 Subject: [rt-users] Predefined or boilerplate responses? In-Reply-To: <20040901103245.27192009@zaphod.rg2.tiger-computing.com> References: <20040901103245.27192009@zaphod.rg2.tiger-computing.com> Message-ID: <9EC35136-FC2E-11D8-8BDB-000A95AE249E@bestpractical.com> Yes. That functionality is built into RTFM. On Sep 1, 2004, at 5:32 AM, Keith Edmunds wrote: > In the Wiki under "Problems" there is the line "Predefined Replies - > How > can we use predefied replies to solve the tickets?", but unfortunately > it > is not a link. Can this be done within RT? > > 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 anner at blast.com Wed Sep 1 12:23:33 2004 From: anner at blast.com (Anne Ramey) Date: Wed, 1 Sep 2004 12:23:33 -0400 Subject: [rt-users] spam help Message-ID: <44A6B116-FC33-11D8-B9B9-000A959E1C16@blast.com> I can't get the spam to stop coming to my lists. I have amavis-new/spamassassin tagging the messages with a spam header and ***SPAM***, and I have a /etc/procmailrc file that says: LOGFILE=/var/adm/procmail.log MAILDIR=$HOME :0: * ^X-Spam-Status: Yes caughtspam But I still get my spam messages delivered to the queue. I know I'm delivering to mailboxes using procmail, but with the aliases to the rt-mailgate, I'm quite sure my rt messages aren't delivered the same way. Is there a way to filter out the spams, but still keep them in a file somewhere? Thanks Anne From jesse at bestpractical.com Wed Sep 1 13:23:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Sep 2004 13:23:50 -0400 Subject: [rt-users] Re: Attachment coruppted with perl 5.8.4 In-Reply-To: <41349532c7d18@wp.pl> References: <41349532c7d18@wp.pl> Message-ID: Is it a 100% vanilla RT 3.0.11 instance? On Aug 31, 2004, at 11:11 AM, Marek Jarek wrote: > Hi Jesse, > I remeber that You helped me with RT so I try to get another > chance. > I have RT 3.0.11 with Apache/1.3.29 (Unix) mod_perl/1.29 > mod_ssl/2.8.16 OpenSSL/0.9.7d under perl 5.8.4. > > I've noticed that every attachments are coruppted. I've > compared original file and that in attachment and I've noticed > that these files differed only by first byte. File in RT has > one byte more than original. If I delete it, I can open it > properly. > > Any idea, Is it known problem. I can't find on archive list? > > > From JChen at paymentone.com Wed Sep 1 13:51:39 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 1 Sep 2004 10:51:39 -0700 Subject: [rt-users] Upgrading to Perl 5.8.4 and HTML Mason 1.26 Message-ID: <6D6E09D687772640AA41F009EB85FE0505742328@CPMAL00.corpnet.p1.local> Hello all, I would like to upgrade Perl from 5.8.3 to the last and also mason to ?fix? minor issues and recommendation of how I should have compiled Perl. The last upgrade from Perl 5.8.0 to 5.8.3 went well BUT I included the Perl 5.8.0 libraries or modules?? that I should not have. Before I do a change control on the upgrade, I remember that 1 of the module searchbuilder or something close to it does not work well with RT 3.0.11. I remember reading that some users have to downgrade for in order to get 3.0.11 to work correctly. If that is so, how should I proceed? I can?t upgrade to the latest version of RT 3.2.1 since my users are just getting a sip of RT. But I do plan on upgrading next early next year. Thanks for any advice you can give. RH 9 user. -------------------------------------------------------- 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. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From beer at cmu.edu Wed Sep 1 13:56:06 2004 From: beer at cmu.edu (beer) Date: Wed, 1 Sep 2004 13:56:06 -0400 (EDT) Subject: [rt-users] Install Help -Fedora1-Apache2-fastcgi Message-ID: <33050.128.237.226.253.1094061366.squirrel@128.237.226.253> Hello all I am having some issues getting RT up and running and hoping someone can help. Could someone who is running a similar setup: Fedora Core 1 Apache2 FastCGI w/ suexec Post their virtual host definition? I get the login page, but when I login I get a 404 for index.html. I have tried a number of configurations but cant seem to get it working. TIA -b From lgarcia at l2solutions.com Wed Sep 1 18:48:37 2004 From: lgarcia at l2solutions.com (Lenny Garcia) Date: Wed, 1 Sep 2004 15:48:37 -0700 Subject: [rt-users] Help with Windows Version of RT for a newbie Message-ID: <5401AE0917B45F4EB6F56DF2A8CCD983319B45@PNETMDC.l2solutions.com> Hi, I installed RT on a win2k server running cygwin and its working great. The only problem that we are having is with the time stamps that the system puts on each ticket as its created. Currently, when any ticket is created there is a time stamp on there for 4 hours ahead of our time here in california. The rest of the time stamps are even stranger as the date starts, started, due, and closed are all set to Dec. 31st 1969 by default. I need to know what I can do to change it so that the time and dates are current. Thanks Lenny Garcia From ablake at timptech.com Wed Sep 1 17:47:09 2004 From: ablake at timptech.com (Alan Blake) Date: Wed, 01 Sep 2004 15:47:09 -0600 Subject: [rt-users] Permission Denied error Message-ID: <4136435D.70500@timptech.com> Apache seems to start up okay, but when I try to browse to the site it gives me an Internal Server Error and says to check the server error log. The error_log file in the apache log files says: "Can't write to '/usr/local/rt2/log/rt.log0': Permission denied at /usr/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 92.\n" I've tried changing the permissions in both places but to now avail....any help or insight is greatly appreciated. Alan From ablake at timptech.com Wed Sep 1 19:43:05 2004 From: ablake at timptech.com (Alan Blake) Date: Wed, 01 Sep 2004 17:43:05 -0600 Subject: [rt-users] Permission Denied error In-Reply-To: <4136435D.70500@timptech.com> References: <4136435D.70500@timptech.com> Message-ID: <41365E89.3060509@timptech.com> The solution was to add the wwwrun user to the directories requiring the permission access. > Apache seems to start up okay, but when I try to browse to the site it > gives me an Internal Server Error and says to check the server error > log. The error_log file in the apache log files says: > "Can't write to '/usr/local/rt2/log/rt.log0': Permission denied at > /usr/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 92.\n" > > I've tried changing the permissions in both places but to now > avail....any help or insight is greatly appreciated. > > Alan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > From lgarcia at l2solutions.com Wed Sep 1 20:30:00 2004 From: lgarcia at l2solutions.com (Lenny Garcia) Date: Wed, 1 Sep 2004 17:30:00 -0700 Subject: [rt-users] Help with Windows Version of RT for a newbie Message-ID: <5401AE0917B45F4EB6F56DF2A8CCD983319B4A@PNETMDC.l2solutions.com> Currently my rt_siteconfig.pm file has this for the timezone portion: set($Timezone , 'US/Pacific'); Is this correct? Should there be a space between timezone and the comma? I am not sure if it matters. Thanks Lenny Hi, I installed RT on a win2k server running cygwin and its working great. The only problem that we are having is with the time stamps that the system puts on each ticket as its created. Currently, when any ticket is created there is a time stamp on there for 4 hours ahead of our time here in california. The rest of the time stamps are even stranger as the date starts, started, due, and closed are all set to Dec. 31st 1969 by default. I need to know what I can do to change it so that the time and dates are current. Thanks Lenny Garcia _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From pape-rt at inf.fu-berlin.de Thu Sep 2 02:36:59 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 02 Sep 2004 08:36:59 +0200 Subject: [rt-users] patches ported from 3.0.11 to 3.2.0 In-Reply-To: <146b01c49022$22b28870$0a14a8c0@danie> References: <146b01c49022$22b28870$0a14a8c0@danie> Message-ID: Hello Danie, --Am Mittwoch, 1. September 2004 14:49 Uhr +0200 schrieb Danie Marais : > I tried to apply your silently resolve patch on 3.2.1 but got an error: > > [root at mail rt3]# patch -p0 < silently_resolve.patch.txt > patching file lib/RT/Queue_Overlay.pm > Hunk #1 succeeded at 53 (offset 2 lines). > patching file lib/RT/Ticket_Overlay.pm > patch: **** malformed patch at line 22: edDependencies) { how did you download the path? I am quite sure that you have a line break in line 22 which is longer than 80 characters. The line break is not in the file, so it must have been introduced by any processing you did (in a text editor, copy-paste??). Try to redownload the path file by using the function of your browser to download it as a file (e.g. contextual menu). Dirk. From darrell.burkey at anu.edu.au Thu Sep 2 02:37:01 2004 From: darrell.burkey at anu.edu.au (Darrell Burkey) Date: Thu, 2 Sep 2004 16:37:01 +1000 Subject: [rt-users] Broken Self Service Tickets Message-ID: <200409020637.i826b16E015536@cairo.anu.edu.au> I've spent months trying to figure out these questions so I'd sure appreciate some help if these issues sound familiar to anyone here: I'm using RT with RTFM on both Solaris at work and Fedora Core 2 for some community groups I help out. I've had some issues with the FC2 setup so I recently upgraded it from RT 3.20 to 3.21. It's running under Apache 2.0.50 with Perl 5.8.3 on the system (no mod_perl). 1. I've given some unprivledged users passwords so they can track requests. If they attempt to use the "New Ticket" option the dropdown box for the queues is empty and when you click create an error is generated stating "no such queue. Makes sense. Ideally, I'd like to have users locked in to a specific queue and not be given a choice but I don't know if that's possible. I've tried every combination of rights I can think of to no avail. 2. When I upgraded from 3.20 to 3.21 all my default scrips stopped working. I discovered there weren't any so I recreated them manually. Has this happened to anyone else? Cheers. -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Darrell.Burkey at anu.edu.au UNIX Systems Administrator Research School of Pacific & Asian Studies Australian National University ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Phone: +61-2-6125-4160 Mobile: 0408 622 647 From Jarrod.Loidl at its.monash.edu.au Thu Sep 2 01:34:23 2004 From: Jarrod.Loidl at its.monash.edu.au (Jarrod Loidl) Date: Thu, 02 Sep 2004 15:34:23 +1000 Subject: [rt-users] Broken link in dependencies? Message-ID: <1094103263.29192.301.camel@w-cl28-107-e8.its.monash.edu.au> I've used RTIR (RTIR 1.05/RT 3.0.11) to create my first independent job with two dependents off it. I get this error when I click the link for either the job that is depended on or either of it's dependents. "Technical Error Description: While trying to retrieve the Web Page:http://rt/Ticket/Display.html?, the following error was encountered: * The DNS server returned: Name Error: The domain name does not exist." Looks like the page is broken somewhere. In checking the source it reads: "
  • 25: (Nobody) dependent1 [new] " Not sure why its saying "WebBaseURL.not.configured" since I configured all files correctly as per the instructions. Is there something that is missing or that I need to double check? Thanks -- Jarrod Loidl IT Security of Infrastructure Services, Information Technology Services, Monash University - Clayton Phone: +61 3 99052055 Fax: +61 3 99054746 From danie.marais at attix5.com Thu Sep 2 04:27:20 2004 From: danie.marais at attix5.com (Danie Marais) Date: Thu, 2 Sep 2004 10:27:20 +0200 Subject: [rt-users] patches ported from 3.0.11 to 3.2.0 References: <146b01c49022$22b28870$0a14a8c0@danie> Message-ID: <020e01c490c6$aa82f510$0b14a8c0@danie> Dirk, How right you are. Downloaded the file in Windows and then used SSH Secure File Transfer to send it to the linux box as I always do. Only this time the extension was .txt and not .patch so the SFTP client decided it whould rework the text a bit. Easiest was to remove the .txt extension and resend. Works 100% now. Thanks, Danie > > how did you download the path? I am quite sure that you have a line break > in line 22 which is longer than 80 characters. The line break is not in the > file, so it must have been introduced by any processing you did (in a text > editor, copy-paste??). Try to redownload the path file by using the > function of your browser to download it as a file (e.g. contextual menu). From danie.marais at attix5.com Thu Sep 2 04:55:20 2004 From: danie.marais at attix5.com (Danie Marais) Date: Thu, 2 Sep 2004 10:55:20 +0200 Subject: [rt-users] Custom field in 3.2.1 "At a glance" page Message-ID: <028101c490ca$93cbb150$0b14a8c0@danie> Hi, How do I add a global custom field in the 'Highest priority tickets I own' summary in rt 3.2.1? I managed to do it in 3.0.x, but now I'm a bit lost. I did manage to add a normal field like LastUpdatedRelative, though. By the way - 3.2.1 looks great! Thanks Danie Marais CTO, Attix5 danie.marais at attix5.com www.attix5.com +27 21 880 2323 (Tel) +27 21 880 2324 (Fax) -------------- next part -------------- An HTML attachment was scrubbed... URL: From danie.marais at attix5.com Thu Sep 2 05:22:37 2004 From: danie.marais at attix5.com (Danie Marais) Date: Thu, 2 Sep 2004 11:22:37 +0200 Subject: [rt-users] No attachments from web interface in 3.2.1 Message-ID: <032801c490ce$6355b300$0b14a8c0@danie> I have discovered that when you add an attachment using the web interface the attachment is not mailed to the requestor, only the text. However, when the attachment is MAILED to RT the requestor gets it. In both cases the attachment can be seen in the ticket. Is this something that can be configured or is something wrong? Regards, Danie Marais CTO, Attix5 danie.marais at attix5.com www.attix5.com +27 21 880 2323 (Tel) +27 21 880 2324 (Fax) -------------- next part -------------- An HTML attachment was scrubbed... URL: From C.Kuesters at teleconnect-service.de Thu Sep 2 06:23:56 2004 From: C.Kuesters at teleconnect-service.de (C.Kuesters at teleconnect-service.de) Date: Thu, 2 Sep 2004 12:23:56 +0200 Subject: [rt-users] New tickets via email containing german umlauts Message-ID: <61BADF0B7A77D5119FD300B0D0D6023221FC79@mail.teleconnect-service.de> Hi, we need to add new tickets via email, sometimes written in german with umlauts (????). When I add a ticket manually using the web-GUI RT accepts all umlauts and displays them without any errors on request. Sometimes emails containing umlauts will work correctly, sometimes RT changes these to stranges ones. Is this a "bug" or do I need to change some settings ? Thanks, Christian From fjonckers at Interconnect.be Thu Sep 2 07:29:33 2004 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Thu, 2 Sep 2004 13:29:33 +0200 Subject: [rt-users] howto setup RT on existing Windows server? Message-ID: I need to install RT onto an existing Windows server. The server already has the latest MySQL and Apache version running so I can't use the Windows installer which installs it's own version of MySQL and Apache. (correct??) is it possible to use the main tar distribution ? or is there a way to tell the windows installer version to use the already installed versions ? another thing I noticed: the windows installer does not work behind a firewall using a proxy server (ISA Server) or are the links broken ? getting exe files during install with size 0 ? Any hint much appreciated! Filip CONFIDENTIALITY NOTICE ----------------------------------------------- This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you. From thomas.wollner at autoform.de Thu Sep 2 07:35:10 2004 From: thomas.wollner at autoform.de (Thomas Wollner) Date: Thu, 02 Sep 2004 13:35:10 +0200 Subject: [rt-users] Data transfer from RT 2.0.13 in RT 3.2.1 Message-ID: <4137056E.4080100@autoform.de> Hello! We use an 'old' RT system (2.0.13) for customer problems and a 'new' RT (3.2.1) for internal beta test. Now the 'old' RT is to be replaced completely from the 'new' RT. The old data are to be transferred to the new system. Is that possible? I determined differences in the data bases between the old and new system. Can that be a problem? Is a solution possible? Thanks for your help. Thomas Wollner From cubic at acronis.ru Thu Sep 2 07:50:54 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 02 Sep 2004 15:50:54 +0400 Subject: [rt-users] Data transfer from RT 2.0.13 in RT 3.2.1 In-Reply-To: <4137056E.4080100@autoform.de> References: <4137056E.4080100@autoform.de> Message-ID: <4137091E.3030700@acronis.ru> Thomas Wollner wrote: > Hello! > > We use an 'old' RT system (2.0.13) for customer problems and a 'new' RT > (3.2.1) for internal beta test. > Now the 'old' RT is to be replaced completely from the 'new' RT. The old > data are to be transferred to the new system. Is that possible? > I determined differences in the data bases between the old and new system. > Can that be a problem? Is a solution possible? use rt2 to rt3 script from www.bestpractical.com download area and move your data from 2.0.x to 3.0.11 then do upgrade to 3.2.x > > Thanks for your help. > > Thomas Wollner > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Jean-Michel.Barbet at subatech.in2p3.fr Thu Sep 2 10:41:25 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Thu, 02 Sep 2004 16:41:25 +0200 Subject: [rt-users] RT 3.2.1 installation on Fedora Core 2 Message-ID: <41373115.7010108@subatech.in2p3.fr> Hi, I would like to try RT. So I installed a Fedora Core 2 (to have perl at version 5.8.3). Of course, I am lacking some modules but more worrying is that "fixdeps" crashes. Anybody had the same problem ? Here is a complete trace : ---------------------------------------------------------------------- [root rt-3.2.1]# make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql 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 MASON dependencies: Params::Validate 0.02...MISSING Number found where operator expected at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 484, near "<= 60 && -s _ > 0" (Missing operator before 0?) syntax error at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 484, near "<= 60 && -s _ > 0" Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 496. Global symbol "$overwrite_local" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 497. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 498. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 500. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 500. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 500. Global symbol "$overwrite_local" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 501. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 502. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 503. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 506. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 506. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 506. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 507. Global symbol "$loopcount" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 507. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 508. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 511. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 511. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 511. Global symbol "$loopcount" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 512. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 513. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 514. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 517. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 517. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 517. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 522. syntax error at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 524, near "}" /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm has too many errors. Compilation failed in require at /usr/lib/perl5/5.8.3/CPAN.pm line 1239. make: *** [fixdeps] Error 9 ---------------------------------------------------------------------- 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 m-liebman at northwestern.edu Thu Sep 2 11:46:56 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 2 Sep 2004 11:46:56 -0400 Subject: [rt-users] RT 3.2.1 installation on Fedora Core 2 In-Reply-To: <41373115.7010108@subatech.in2p3.fr> References: <41373115.7010108@subatech.in2p3.fr> Message-ID: <20040902154656.GA7396@SDF.LONESTAR.ORG> On Thu, Sep 02, 2004 at 04:41:25PM +0200, Jean-Michel Barbet wrote: > Number found where operator expected at > /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 484, near "<= 60 && -s _ > 0" > (Missing operator before 0?) > syntax error at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 484, near > "<= 60 && -s _ > 0" You've never run CPAN before and it needs to be run once outside of make fixdeps so it can be configured. Run `perl -MCPAN -eshell` and follow the prompts. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From Anders.Hansen-Ovre at contra.no Thu Sep 2 11:51:51 2004 From: Anders.Hansen-Ovre at contra.no (=?iso-8859-1?Q?Anders_Hansen-=D8vre?=) Date: Thu, 2 Sep 2004 17:51:51 +0200 Subject: [rt-users] RT 3.2.1 installation on Fedora Core 2 Message-ID: <73738191AEA93C408AFE10A980177EF211DC2D@konsulentdc01.konsulenthuset.as> On Fedora you also need to ./configure RT to use apache/apache as web user and web group (if you run the default httpd that comes with the Fedora distro. Check out http://wiki.bestpractical.com/index.cgi?FedoraInstallGuide for more information. --- mvh/yours Anders Hansen-?vre > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Michael S. Liebman > Sent: 2. september 2004 17:47 > To: Jean-Michel Barbet > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.2.1 installation on Fedora Core 2 > > > On Thu, Sep 02, 2004 at 04:41:25PM +0200, Jean-Michel Barbet wrote: > > Number found where operator expected at > > /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line 484, near "<= > 60 && -s _ > 0" > > (Missing operator before 0?) > > syntax error at /usr/lib/perl5/5.8.3/CPAN/FirstTime.pm line > 484, near > > "<= 60 && -s _ > 0" > > You've never run CPAN before and it needs to be run once > outside of make fixdeps so it can be configured. Run `perl > -MCPAN -eshell` and follow the prompts. > > Michael > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" > _______________________________________________ > 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 Sep 2 14:02:54 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 2 Sep 2004 14:02:54 -0400 Subject: [rt-users] Re: Disable AutoReply for certain email address In-Reply-To: References: <41133410.30303@acronis.ru> <411379C8.4070405@acronis.ru> Message-ID: Resending - assuming no one noticed the following email On Sat, 28 Aug 2004 13:54:03 -0400, Asif Iqbal wrote: > What variable in RT carries the requestor email address? So I can > check for that and if it matches certain email list I can disable > autoreply > > Thanks > > > > On Fri, 06 Aug 2004 16:30:00 +0400, Ruslan U. Zakirov wrote: > > Asif Iqbal wrote: > > > I noticed one in the archive > > > > > > http://lists.bestpractical.com/pipermail/rt-devel/2003-November/005063.html > > yes. > > > > With small addition: > > You should check that transaction type is Create. > > > > return 0 unless $self->TransactionObj->Type eq 'Create'; > > > > > > > > So for my case the custom action would be if that email address > > > matches do not AutoReply > > > > > > I am not a Perl guru and some help with that would be greatly appreciated > > May be it's time too learn perl a little. :) > > > > > > > > > > Thanks > > > > > > On Fri, 06 Aug 2004 11:32:32 +0400, Ruslan U. Zakirov wrote: > > > > > >>Write custom condition for autoreply scrip. > > >> > > >> > > >> > > >>Asif Iqbal wrote: > > >> > > >>>Not sure if anyone have seen this email, but I am still looking for > > >>>some one this. > > >>> > > >>>Thanks > > >>> > > >>>On Wed, 4 Aug 2004 00:47:55 -0400, Asif Iqbal wrote: > > >>> > > >>> > > >>>>Hi All > > >>>> > > >>>>Is there a way I can disable AutoReply only for some email addresses > > >>>>for a specific queue? > > >>>> > > >>>>Thanks for the help > > >>>> > > >>>>-- > > >>>>Asif Iqbal > > >>>>PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > >>>> > > >>> > > >>> > > >>> > > >> > > > > > > > > > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From vivek at khera.org Thu Sep 2 15:28:53 2004 From: vivek at khera.org (Vivek Khera) Date: Thu, 2 Sep 2004 15:28:53 -0400 Subject: [rt-users] Data transfer from RT 2.0.13 in RT 3.2.1 In-Reply-To: <4137091E.3030700@acronis.ru> References: <4137056E.4080100@autoform.de> <4137091E.3030700@acronis.ru> Message-ID: <531BABE3-FD16-11D8-8F5B-000A9578CFCC@khera.org> On Sep 2, 2004, at 7:50 AM, Ruslan U. Zakirov wrote: > use rt2 to rt3 script from www.bestpractical.com download area and > move your data from 2.0.x to 3.0.11 then do upgrade to 3.2.x > You can import right into 3.2 -- there's no significant DB schema change that prevents it. However, the import tools assume your 3.x installation is EMPTY. Apparently the OP's 3.x has been in use and this will clobber all of that data. That hard part will be avoiding the ticket number duplicates. From tenpin784 at metrocast.net Thu Sep 2 16:33:08 2004 From: tenpin784 at metrocast.net (John Barbieri) Date: Thu, 2 Sep 2004 16:33:08 -0400 Subject: [rt-users] question on the database Message-ID: <20040902204019.92CF084C00E@pallas.eruditorum.org> Hey everyone, My box running RT died, and its weird, because I can login to RT, but EVERYONE lost their own permissions Using phpmyadmin, is there a way to give someone root privliedges so that I can fix the permissions problems? Thanks in advanced John -------------- next part -------------- An HTML attachment was scrubbed... URL: From jerry at intervideo.com Thu Sep 2 17:02:24 2004 From: jerry at intervideo.com (Jerry Hsieh) Date: Thu, 2 Sep 2004 14:02:24 -0700 Subject: [rt-users] Problem with attachment Message-ID: Hi all, So far, my RT system runs great except the problem with attachment. I config the system to let users create ticket by sending email instead of let users access RT via web interface (by proc mail) The problem is, whenever users attach a file along with email, the attachment is always corrupted(word, excel, image, etc), except plain text file. I have RT3 installed on a RedHat 9.0 Linux box, kernel 2.4.20-8, perl 5.8.0. Did I miss anything? Thanks for your time -jh From JChen at paymentone.com Thu Sep 2 17:18:44 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 2 Sep 2004 14:18:44 -0700 Subject: [rt-users] Problem with attachment Message-ID: <6D6E09D687772640AA41F009EB85FE0505742333@CPMAL00.corpnet.p1.local> Yes. You need to upgrade perl to 5.8.3 at least. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jerry Hsieh > Sent: Thursday, September 02, 2004 2:02 PM > To: Rt-Users > Subject: [rt-users] Problem with attachment > > Hi all, > > So far, my RT system runs great except the problem with attachment. I > config > the system to let users create ticket by sending email instead of let > users > access RT via web interface (by proc mail) > > The problem is, whenever users attach a file along with email, the > attachment is always corrupted(word, excel, image, etc), except plain text > file. > > I have RT3 installed on a RedHat 9.0 Linux box, kernel 2.4.20-8, perl > 5.8.0. > Did I miss anything? > > Thanks for your time > > -jh > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jerry at intervideo.com Thu Sep 2 17:18:29 2004 From: jerry at intervideo.com (Jerry Hsieh) Date: Thu, 2 Sep 2004 14:18:29 -0700 Subject: [rt-users] (no subject) Message-ID: So far, my RT system runs great except the problem with attachment. I config the system to let users create ticket by sending email instead of let users access RT via web interface (by proc mail) The problem is, whenever users attach a file along with email, the attachment is always corrupted(word, excel, image, etc), except plain text file. I have RT3 installed on a RedHat 9.0 Linux box, kernel 2.4.20-8, perl 5.8.0. Did I miss anything? Thanks for your time -jh From cubic at acronis.ru Fri Sep 3 02:24:16 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 03 Sep 2004 10:24:16 +0400 Subject: [rt-users] No attachments from web interface in 3.2.1 In-Reply-To: <032801c490ce$6355b300$0b14a8c0@danie> References: <032801c490ce$6355b300$0b14a8c0@danie> Message-ID: <41380E10.7060105@acronis.ru> Danie Marais wrote: > I have discovered that when you add an attachment using the web > interface the attachment is not mailed to the requestor, only the text. > However, when the attachment is MAILED to RT the requestor gets it. In > both cases the attachment can be seen in the ticket. > > Is this something that can be configured or is something wrong? See note in http://wiki.bestpractical.com/?Template about magic header field. Check your templates. May be this actions is covered by different templates. > > Regards, > > Danie Marais > CTO, Attix5 > danie.marais at attix5.com > www.attix5.com > +27 21 880 2323 (Tel) > +27 21 880 2324 (Fax) > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From pape-rt at inf.fu-berlin.de Fri Sep 3 02:25:16 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 03 Sep 2004 08:25:16 +0200 Subject: [rt-users] Re: Disable AutoReply for certain email address In-Reply-To: References: <41133410.30303@acronis.ru> <411379C8.4070405@acronis.ru> Message-ID: Hello Asif, --Am Donnerstag, 2. September 2004 14:02 Uhr -0400 schrieb Asif Iqbal : > Resending - assuming no one noticed the following email > > On Sat, 28 Aug 2004 13:54:03 -0400, Asif Iqbal wrote: >> What variable in RT carries the requestor email address? So I can >> check for that and if it matches certain email list I can disable >> autoreply >> >> Thanks if you have already a Ticket object named "$TicketObj" you can get a comma separated string of all requestor's email addresses with $TicketObj->RequestorAddresses() regards, Dirk. From Jean-Michel.Barbet at subatech.in2p3.fr Fri Sep 3 03:28:15 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Fri, 03 Sep 2004 09:28:15 +0200 Subject: [rt-users] RT 3.2.1 installation on Fedora Core 2 In-Reply-To: <20040902154656.GA7396@SDF.LONESTAR.ORG> References: <41373115.7010108@subatech.in2p3.fr> <20040902154656.GA7396@SDF.LONESTAR.ORG> Message-ID: <41381D0F.4020004@subatech.in2p3.fr> Michael S. Liebman wrote: > > You've never run CPAN before and it needs to be run once outside of > make fixdeps so it can be configured. Run `perl -MCPAN -eshell` and > follow the prompts. Right ! Thank you. Still I get problems getting DBD::mysql to install : -------------------------------- perl -MCPAN -e 'install DBD::mysql' CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Fri, 03 Sep 2004 03:08:05 GMT Running install for module DBD::mysql Running make for R/RU/RUDY/DBD-mysql-2.9004.tar.gz CPAN: Digest::MD5 loaded ok [...] CPAN.pm: Going to build R/RU/RUDY/DBD-mysql-2.9004.tar.gz Can't exec "mysql_config": No such file or directory at Makefile.PL line 174. readline() on closed filehandle PIPE at Makefile.PL line 176. Can't exec "mysql_config": No such file or directory at Makefile.PL line 174. readline() on closed filehandle PIPE at Makefile.PL line 176. Can't exec "mysql_config": No such file or directory at Makefile.PL line 174. readline() on closed filehandle PIPE at Makefile.PL line 176. Can't exec "mysql_config": No such file or directory at Makefile.PL line 174. readline() on closed filehandle PIPE at Makefile.PL line 176. Can't exec "mysql_config": No such file or directory at Makefile.PL line 174. readline() on closed filehandle PIPE at Makefile.PL line 176. Failed to determine directory of mysql.h. Use perl Makefile.PL --cflags=-I to set this directory. For details see the INSTALL.html file, section "C Compiler flags" or type perl Makefile.PL --help Running make test Make had some problems, maybe interrupted? Won't test Running make install Make had some problems, maybe interrupted? Won't install -------------------------------- 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 rt at brtnet.org Fri Sep 3 04:10:46 2004 From: rt at brtnet.org (Bruce Timberlake) Date: Fri, 3 Sep 2004 01:10:46 -0700 Subject: [rt-users] Re: RT 3.2.1 installation on Fedora Core 2 In-Reply-To: <41381D0F.4020004@subatech.in2p3.fr> References: <41373115.7010108@subatech.in2p3.fr> <20040902154656.GA7396@SDF.LONESTAR.ORG> <41381D0F.4020004@subatech.in2p3.fr> Message-ID: <200409030110.46263.rt@brtnet.org> > Still I get problems getting DBD::mysql to install: I always install this one by hand, so I can set the libs and MySQL user/password correctly: wget http://cpan.org/modules/by-module/DBD/DBD-mysql-2.9004.tar.gz tar zxf DBD-mysql-2.9004.tar.gz cd DBD-mysql-2.9004 perl Makefile.PL \ --libs="-L/opt/mysql/lib/mysql -lmysqlclient -lz" \ --cflags=-I/opt/mysql/include/mysql \ --testuser=xxx \ --testpassword=yyy make && make test && make install Check the libs and cflags directories for wherever you are installed MySQL. testuser is usually "root" and the password is root's password. FYI, I'm running RT 3.2.1 on FC2 with no issues whatsoever, so I know it can be done... :) From Anders.Hansen-Ovre at contra.no Fri Sep 3 04:31:58 2004 From: Anders.Hansen-Ovre at contra.no (=?iso-8859-1?Q?Anders_Hansen-=D8vre?=) Date: Fri, 3 Sep 2004 10:31:58 +0200 Subject: [rt-users] RT 3.2.1 installation on Fedora Core 2 Message-ID: <73738191AEA93C408AFE10A980177EF211DC2F@konsulentdc01.konsulenthuset.as> Download mysql server, devel and client tools from www.mysql.com and do a "rpm -Uvh MySQL*.rpm" to upgrade your MySQL to version 4.X then install the DBD::mysql Again, check out http://wiki.bestpractical.com/index.cgi?FedoraInstallGuide for a complete install guide for RT v3 on Fedora Core 2. --- mvh/yours Anders Hansen-?vre, Seniorkonsulent > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jean-Michel Barbet > Sent: 3. september 2004 09:28 > To: m-liebman at northwestern.edu > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.2.1 installation on Fedora Core 2 > > > Michael S. Liebman wrote: > > > > You've never run CPAN before and it needs to be run once outside of > > make fixdeps so it can be configured. Run `perl -MCPAN -eshell` and > > follow the prompts. > > Right ! Thank you. > > Still I get problems getting DBD::mysql to install : > > -------------------------------- > perl -MCPAN -e 'install DBD::mysql' > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Fri, 03 Sep 2004 03:08:05 GMT > Running install for module DBD::mysql Running make for > R/RU/RUDY/DBD-mysql-2.9004.tar.gz > CPAN: Digest::MD5 loaded ok > [...] > CPAN.pm: Going to build R/RU/RUDY/DBD-mysql-2.9004.tar.gz > > Can't exec "mysql_config": No such file or directory at > Makefile.PL line > 174. > readline() on closed filehandle PIPE at Makefile.PL line 176. > Can't exec "mysql_config": No such file or directory at > Makefile.PL line > 174. > readline() on closed filehandle PIPE at Makefile.PL line 176. > Can't exec "mysql_config": No such file or directory at > Makefile.PL line > 174. > readline() on closed filehandle PIPE at Makefile.PL line 176. > Can't exec "mysql_config": No such file or directory at > Makefile.PL line > 174. > readline() on closed filehandle PIPE at Makefile.PL line 176. > Can't exec "mysql_config": No such file or directory at > Makefile.PL line > 174. > readline() on closed filehandle PIPE at Makefile.PL line 176. > Failed to determine directory of mysql.h. Use > > perl Makefile.PL --cflags=-I > > to set this directory. For details see the INSTALL.html file, > section "C Compiler flags" or type > > perl Makefile.PL --help > Running make test > Make had some problems, maybe interrupted? Won't test > Running make install > Make had some problems, maybe interrupted? Won't install > -------------------------------- > > 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 > -------------------------------------------------------------- > ---------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From beer at cmu.edu Fri Sep 3 10:10:05 2004 From: beer at cmu.edu (beer) Date: Fri, 3 Sep 2004 10:10:05 -0400 (EDT) Subject: [rt-users] Re: Install Help -Fedora1-Apache2-fastcgi *SOLVED* In-Reply-To: <33050.128.237.226.253.1094061367.squirrel@128.237.226.253> References: <33050.128.237.226.253.1094061367.squirrel@128.237.226.253> Message-ID: <32861.128.237.235.79.1094220605.squirrel@128.237.235.79> Shortly after sending the original message, i found the problem with my configuration. I was missing the ending / in my ScriptAlias directive. Added the slash and all is wonderful. -b > Hello all > > I am having some issues getting RT up and running and hoping someone can > help. Could someone who is running a similar setup: > > Fedora Core 1 Apache2 FastCGI w/ suexec > > Post their virtual host definition? I get the login page, but when I > login I get a 404 for index.html. I have tried a number of > configurations but cant seem to get it working. > > TIA > > -b > From rt at chaka.net Fri Sep 3 10:23:00 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 3 Sep 2004 10:23:00 -0400 Subject: [rt-users] RT 3.2 Performance problem Message-ID: <20040903142300.GA21338@chaka.net> Hi All, When more than one person accesses RT at the same time only one persons request appears to happen at any time. For example, in Mozilla I open two tabs to RT. In one tab I do a bulk update of 1000 tickets which takes some time. In the other tab I then request the RT main page. The second request is not served until the bulk update is done. >From httpd.conf: MinSpareServers 5 MaxSpareServers 10 StartServers 5 When only one request happens at a time the performance is fine. Suggestions? Thanks! -Todd From sven.sternberger at desy.de Fri Sep 3 11:13:16 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 03 Sep 2004 17:13:16 +0200 Subject: [rt-users] suggestion for improvement the gui Usability in 3.x! Message-ID: <41388A0C.4080409@desy.de> Hi! some of our users have a problem with the rt gui. if you click on for example "take ticket" and then you click fast enough "reply to" the result will be a "reply form" with the owner nobody (so this is stateless http) I think it would be nice to have a snip of java-script which blocks or deactivate the links after one has clicked. bye! From MHanley at cxtec.com Fri Sep 3 10:04:46 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Fri, 3 Sep 2004 10:04:46 -0400 Subject: [rt-users] Easy way to disable multiple users? Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F09436609@cxmail2> I'm looking for a simple way to disable mass amounts of users at a time. Anyone come up with this before? If someone can direct me to the proper field, I can write something up. -matt Matthew Hanley mhanley at cxtec.com From jesse at bestpractical.com Fri Sep 3 13:37:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Sep 2004 13:37:22 -0400 Subject: [rt-users] RT 3.2 Performance problem In-Reply-To: <20040903142300.GA21338@chaka.net> References: <20040903142300.GA21338@chaka.net> Message-ID: On Sep 3, 2004, at 10:23 AM, Todd Chapman wrote: > Hi All, > > When more than one person accesses RT at the same time > only one persons request appears to happen at any time. > > For example, in Mozilla I open two tabs to RT. In one > tab I do a bulk update of 1000 tickets which takes > some time. In the other tab I then request the RT > main page. The second request is not served until > the bulk update is done. Right. because RT does _session_ locking. when you're using the same browser, you use the same session cookie. If you were using another browser (not another tab or window), you wouldn't see the same thing. Of course, hammering the database with 1000 ticket updates is also going to slow performance. >> From httpd.conf: > > MinSpareServers 5 > MaxSpareServers 10 > StartServers 5 > > When only one request happens at a time the performance > is fine. > > Suggestions? > > Thanks! > > -Todd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From kdlee at qualcomm.com Fri Sep 3 14:41:00 2004 From: kdlee at qualcomm.com (Lee, Kevin) Date: Fri, 3 Sep 2004 11:41:00 -0700 Subject: [rt-users] Queues disappear after turning on WebExternalAuth Message-ID: <68710F53E1CBE24786ADBE5689A691A3BC525A@NAEX02.na.qualcomm.com> I've installed and configured rt 3.2.1 on CentOS 3.1 with apache2, Postgres and mod_perl. When I initially log in as root, I see the General queue. I add another new queue named foo. Everything looks fine. I log out and stop my apache server. Then I turn on WebExternalAuth and restart my apache server. My ldap authentication is working fine. But when I log into RT, I don't see any queues. The pull down box for the new ticket button is empty. I go to the queues area in the left hand side and it does not show any of my queues. Any ideas why this might be happening? Thanks! Kevin Lee kdlee at qualcomm.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Sep 3 16:36:40 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Sep 2004 16:36:40 -0400 Subject: [rt-users] DBIx::SearchBuilder 1.10 Message-ID: I'm pleased to announce the availability of DBIx::SearchBuilder 1.10. This new version has a few advantages over 1.01, the last production release: * A number of code cleanups * An improved query builder for Postgres, Oracle and Sybase (more Sybase support is coming soon) * Faster record object instantiation * Better memory efficiency * A significantly improved record cache. (This includes a new dependency on Cache::Simple::TimedExpiry) In one of our local tests an import of 5000 users took 20 minutes on the wallclock with the new record cache vs 6 hours with the old cache. Additionally, the new cache is observably more adept at clearing out expired cache entries. * Fixed new query builder to interact better with RT2 This release of SearchBuilder was tested with RT 2.0, 3.0 and 3.2. Expect to be able to download this new release from search.cpan.org or your local CPAN mirror as the code propagates to your new mirror. From dlowenst at mail.sdsu.edu Fri Sep 3 18:15:07 2004 From: dlowenst at mail.sdsu.edu (Dave Lowenstein) Date: Fri, 3 Sep 2004 15:15:07 -0700 (PDT) Subject: [rt-users] cookie.pm problem In-Reply-To: References: Message-ID: i've jumped through all the hoops to get rt installed on solaris 8 using apache 1.3.31 and mysql, and I've hit a roadblock: When I try to load the front page I get this: error: Usage: Apache::headers_in(r) at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 76. context: ... 72: sub get_raw_cookie { 73: my $r = shift; 74: $r ||= eval { Apache->request() } if $MOD_PERL; 75: if ($r) { 76: $raw_cookie = $r->headers_in ('Cookie'); 77: } else { 78: if ($MOD_PERL && !exists $ENV{REQUEST_METHOD}) { 79: die "Run $r->subprocess_env; before calling fetch()"; 80: } ... code stack: /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm:76 /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm:43 /opt/rt3/share/html/Elements/SetupSessionCookie:27 /opt/rt3/share/html/autohandler:57 Any Ideas on what is going wrong here? Here is the "raw error" System error error: Usage: Apache::headers_in(r) at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 76. context: ... 72: sub get_raw_cookie { 73: my $r = shift; 74: $r ||= eval { Apache->request() } if $MOD_PERL; 75: if ($r) { 76: $raw_cookie = $r->headers_in ('Cookie'); 77: } else { 78: if ($MOD_PERL && !exists $ENV{REQUEST_METHOD}) { 79: die "Run $r->subprocess_env; before calling fetch()"; 80: } ... code stack: /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm:76 /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm:43 /opt/rt3/share/html/Elements/SetupSessionCookie:27 /opt/rt3/share/html/autohandler:57 raw error Usage: Apache::headers_in(r) at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 76. Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Usage: Apache::headers_in(r) at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 76.^J') called at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 76 CGI::Cookie::get_raw_cookie at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 43 CGI::Cookie::fetch('CGI::Cookie') called at /opt/rt3/share/html/Elements/SetupSessionCookie line 27 HTML::Mason::Commands::__ANON__ 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(0x14afe24)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/autohandler line 57 HTML::Mason::Commands::__ANON__ 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(0x1489c7c)') 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) 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(0x140a8c0)') 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(0x140a8c0)') 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(0x6d5bec)', 'Apache=SCALAR(0x14060d0)') called at /opt/rt3/bin/webmux.pl line 105 eval {...} at /opt/rt3/bin/webmux.pl line 105 RT::Mason::handler('Apache=SCALAR(0x14060d0)') called at /dev/null line 0 eval {...} at /dev/null line 0 Dave Lowenstein Analyst/Programmer Instructional Technology Services San Diego State University (619)594-0270 http://www-rohan.sdsu.edu/dept/its From niels=rt at bakker.net Fri Sep 3 18:17:57 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Sat, 4 Sep 2004 00:17:57 +0200 Subject: [rt-users] suggestion for improvement the gui Usability in 3.x! In-Reply-To: <41388A0C.4080409@desy.de> References: <41388A0C.4080409@desy.de> Message-ID: <20040903221756.GG1190@snowcrash.tpb.net> * sven.sternberger at desy.de (Sven Sternberger) [Fri 03 Sep 2004, 17:16 CEST]: > some of our users have a problem with the rt gui. if you click > on for example "take ticket" and then you click fast enough "reply to" > the result will be a "reply form" with the owner nobody (so this is > stateless http) I've seen this too, even when letting the page render fully. My theory is that this is caused by one request ending up with a particular httpd child to set the owner or status, and the next request ends up at a different child, that still has some old information cached. > I think it would be nice to have a snip of java-script which blocks > or deactivate the links after one has clicked. That's not enough in my experience... -- Niels. -- From calvin.chan at hic.gov.au Mon Sep 6 01:22:28 2004 From: calvin.chan at hic.gov.au (calvin.chan at hic.gov.au) Date: Mon, 6 Sep 2004 15:22:28 +1000 Subject: [rt-users] Setting TimeZone TZ on Windows XP Message-ID: Help!, I have installed RT 3.0.11 on a Windows XP workstation and been using it successfully for a few weeks now, however I have never been able to configure the TImeZone setting correctly as the software always thinks the time is 2 hours ahead of the real time. (ie Log entries in 'C:\Program Files\OurInternet\Request Tracker\winrt\logs\rt.log' show 4:00pm when the actual time is 2:00pm.) NB: To set the Timezone I have inserted the following line in the file 'C: \Program Files\OurInternet\Request Tracker\winrt\conf\RT_Config.pm': Set($Timezone, 'AEST'); Where 'AEST' supposedly represents the local timezone of Canberra>ACT>Australia (NB: Should be that same as Sydney>NSW>Australia). Thanks for any assistance, Calvin Chan **************************************************************** NOTICE - This message is intended only for the use of the addressee named above and may contain privileged and confidential information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. If you received this message in error please notify HIC immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of HIC. **************************************************************** From jens at cyber.com.au Mon Sep 6 01:47:09 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 6 Sep 2004 15:47:09 +1000 Subject: [rt-users] Interface::CLI and Queue auto-create Message-ID: <20040906054709.GB9331@vanilla.office.cyber.com.au> I have read the docs--thoroughly--and searched the list archives, but I am not finding what I need to do this. I perldoc all the wonderful files, and the API seems documented clear as day. But when I try and do a "use RT::Queue" and then "my $new_q = new RT::Queue()" nothing happens. I've checked out several of the scripts on the RTWiki/Contributions site hoping to find inspiration, but nothing seems to work! How do I get the object I need to call all these wonderfully documented APIs that I can't seem to get any acces to??? Thanks, Jens From smuller at netcommplete.com.au Mon Sep 6 02:13:17 2004 From: smuller at netcommplete.com.au (Scott Muller) Date: Mon, 6 Sep 2004 16:13:17 +1000 Subject: [rt-users] Setting TimeZone TZ on Windows XP In-Reply-To: Message-ID: <000501c493d8$99d94ab0$7164a8c0@netcommplete.lan> > I have installed RT 3.0.11 on a Windows XP workstation and > > NB: To set the Timezone I have inserted the following line in > the file 'C: > \Program Files\OurInternet\Request Tracker\winrt\conf\RT_Config.pm': > > Set($Timezone, 'AEST'); > > Where 'AEST' supposedly represents the local timezone of > Canberra>ACT>Australia (NB: Should be that same as > Sydney>NSW>Australia). > Calvin, Don't know if this will help, as my server is FreeBSD, but I use the following settings for Bathurst. Set($Timezone , 'Australia/Sydney'); Hope this helps! -- Scott Muller From jens at cyber.com.au Mon Sep 6 03:41:05 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 6 Sep 2004 17:41:05 +1000 Subject: [rt-users] rt --help barfs Message-ID: <20040906074105.GB14281@vanilla.office.cyber.com.au> In a post to the rt-user list in March 2004, Jesse responds to a user requesting CLI docs with: /opt/rt3/bin/rt --help When I do the above in RT (3.0.11, I think), I get: mystation:~# /opt/rt3/bin/rt --help Variable "%help" is not imported at /opt/rt3/bin/rt line 139. (Did you mean &help instead?) Variable "%help" is not imported at /opt/rt3/bin/rt line 144. (Did you mean &help instead?) Variable "%help" is not imported at /opt/rt3/bin/rt line 155. (Did you mean &help instead?) Variable "%help" is not imported at /opt/rt3/bin/rt line 166. (Did you mean &help instead?) Global symbol "$type" requires explicit package name at /opt/rt3/bin/rt line 136. Global symbol "%help" requires explicit package name at /opt/rt3/bin/rt line 139. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 139. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 141. Global symbol "%help" requires explicit package name at /opt/rt3/bin/rt line 144. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 144. Global symbol "$type" requires explicit package name at /opt/rt3/bin/rt line 149. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 150. Global symbol "$type" requires explicit package name at /opt/rt3/bin/rt line 150. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 152. Global symbol "$type" requires explicit package name at /opt/rt3/bin/rt line 152. Global symbol "%help" requires explicit package name at /opt/rt3/bin/rt line 155. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 155. Global symbol "$type" requires explicit package name at /opt/rt3/bin/rt line 156. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 157. Global symbol "$type" requires explicit package name at /opt/rt3/bin/rt line 157. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 157. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 158. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 158. Global symbol "$type" requires explicit package name at /opt/rt3/bin/rt line 158. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 159. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 162. Global symbol "%help" requires explicit package name at /opt/rt3/bin/rt line 166. Global symbol "$key" requires explicit package name at /opt/rt3/bin/rt line 166. Unmatched right curly bracket at /opt/rt3/bin/rt line 167, at end of line /opt/rt3/bin/rt has too many errors. What does it mean? Jens From mm at elabnet.de Mon Sep 6 03:42:19 2004 From: mm at elabnet.de (Michael Markstaller) Date: Mon, 6 Sep 2004 09:42:19 +0200 Subject: [rt-users] odd hangs with RT 3.0.11 with DNS Message-ID: <246BE4BBD2754248AD5C14E535004ABA6AD596@elab4.elabnet.com> I have some odd hangs in my RT since some weeks and now I maybe figured out what the cause could be. RT is working fine but in some stage it stops for a specific client (only saying "Loading" whatever I do. Even waiting some minutes, the only way to recover is close/reopen the browser - quite annoying.. - It only happens on clients without reverse IP address resolution - I'd tend to say it happens when I click something (like Links) before a Ticket/Listing is completely loaded now, looking on /server-status there're the processes of this client listed with "Mode of operation: D" which means DNS lookup and stay there quite for a while.. in my httpd.conf I have "HostnameLookups Off" so why does apache even every do "DNS" ? now for these specific clients it'd be probably easy to fix this by making making reverse-lookup work but I cannot ensure reverese-lookup for "outside" clients always, anybody with a hint ? or is there a way to kill these nonresponding childs in apache in a timely fashion ? I've already set Maxrequestsperchild to 100 as advised here but this doesn't help for this problem.. running RT 3.0.11 from debian-package on Debian Sarge,Apache/1.3.31 some of my httpd.conf parameters that might be relevant: KeepAlive On Timeout 300 MaxKeepAliveRequests 100 KeepAliveTimeout 15 MinSpareServers 5 MaxSpareServers 10 StartServers 5 MaxRequestsPerChild 100 TIA, Michael From Jean-Michel.Barbet at subatech.in2p3.fr Mon Sep 6 04:20:29 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Mon, 06 Sep 2004 10:20:29 +0200 Subject: [rt-users] Re: RT 3.2.1 installation on Fedora Core 2 In-Reply-To: <200409030110.46263.rt@brtnet.org> References: <41373115.7010108@subatech.in2p3.fr> <20040902154656.GA7396@SDF.LONESTAR.ORG> <41381D0F.4020004@subatech.in2p3.fr> <200409030110.46263.rt@brtnet.org> Message-ID: <413C1DCD.9090601@subatech.in2p3.fr> Bruce Timberlake wrote: >>Still I get problems getting DBD::mysql to install: > > > I always install this one by hand, so I can set the libs and MySQL > user/password correctly: Hi Bruce, Thanks to you and to Anders Hansen-Ovre for your answers. Installing the DBD-mysql by hand solves my problem and all dependencies are now satisfied. It is great that the "fixdeps" procedure exists (thanks for that) but I wonder why it failed on this module. May be it just does'nt know what to use as "testuser" and "testpassword". OK, I can start playing with RT now. Thanks again. Jean-Michel. -- ------------------------------------------------------------------------ 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 adam at kid.co.za Mon Sep 6 08:52:24 2004 From: adam at kid.co.za (Adam Arlett) Date: Mon, 6 Sep 2004 14:52:24 +0200 Subject: [rt-users] DropSetGIDPermissions missing Message-ID: <200409061303.i86D3i218137@cymaziz-004.cymaziz.co.za> Hi All, I am trying to get the rt-remind.pm script to work, I have edited it and changed the various bits and bobs to my configuration but when I try to run the script it comes back with Undefined subroutine &RT::DropSetGIDPermissions called at ./rt-remind.om line 102. (/opt/rt3/lib/RT.pm) I'm thinking that this is because I don't have a DropSetGIDPermissions.pm file in /opt/rt3/lib/RT/ Does anyone know where I can get hold of such an animal? Many thanks, Adam Arlett -------------- next part -------------- An HTML attachment was scrubbed... URL: From niels=rt at bakker.net Mon Sep 6 17:05:43 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Mon, 6 Sep 2004 23:05:43 +0200 Subject: [rt-users] DropSetGIDPermissions missing In-Reply-To: <200409061303.i86D3i218137@cymaziz-004.cymaziz.co.za> References: <200409061303.i86D3i218137@cymaziz-004.cymaziz.co.za> Message-ID: <20040906210543.GA76852@snowcrash.tpb.net> Please turn off HTML mail. * adam at kid.co.za (Adam Arlett) [Mon 06 Sep 2004, 15:19 CEST]: > I am trying to get the rt-remind.pm script to work, I have edited it and > changed the various bits and bobs to my configuration but when I try to run > the script it comes back with > > Undefined subroutine &RT::DropSetGIDPermissions called at ./rt-remind.om > line 102. (/opt/rt3/lib/RT.pm) The DropSetGIDPermissions function was removed from RT between 3.0 and 3.2. You can get the script to work by commenting out the call. An identical question was answered on this list on Aug 5 by Pierre Blanchet. -- Niels. -- From jens at cyber.com.au Mon Sep 6 22:46:20 2004 From: jens at cyber.com.au (Jens Porup) Date: Tue, 7 Sep 2004 12:46:20 +1000 Subject: [rt-users] Interface::CLI and Queue auto-create In-Reply-To: <20040906054709.GB9331@vanilla.office.cyber.com.au> References: <20040906054709.GB9331@vanilla.office.cyber.com.au> Message-ID: <20040907024620.GB29251@vanilla.office.cyber.com.au> On Mon, Sep 06, 2004 at 03:47:09PM +1000, Jens Porup wrote: > > I have read the docs--thoroughly--and searched the list archives, but I > am not finding what I need to do this. > > I perldoc all the wonderful files, and the API seems documented > clear as day. > > But when I try and do a "use RT::Queue" and then "my $new_q = new > RT::Queue()" nothing happens. > > I've checked out several of the scripts on the RTWiki/Contributions site > hoping to find inspiration, but nothing seems to work! > > How do I get the object I need to call all these wonderfully documented > APIs that I can't seem to get any acces to??? > > Thanks, > > Jens What? No one? Here's my script. It doesn't seem to do anything. #!/usr/bin/perl use strict; use warnings; use lib '/opt/rt3/lib'; use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); CleanEnv(); use RT; use RT::Queue; use RT::Queues; #load RT's config file RT::LoadConfig(); # Connect to the database. set up logging RT::Init(); #Get the current user all loaded my $CurrentUser = GetCurrentUser(); print loc("what does this loc method do anyhow?\n"); # Synonym of $CurrentUser->loc('Hello!'); my $nq = new RT::Queue($CurrentUser); #my $nq = RT::Queues->NewItem(); $nq->Create({ Name => "FOOOOOOOOOOOOO", Description => "testdesc", CorrespondAddress => "foo", CommentAddress => "bar", InitialPriority => "12", FinalPriority => "43" }); From jens at cyber.com.au Tue Sep 7 02:58:13 2004 From: jens at cyber.com.au (Jens Porup) Date: Tue, 7 Sep 2004 16:58:13 +1000 Subject: [rt-users] Interface::CLI and Queue auto-create In-Reply-To: <20040907024620.GB29251@vanilla.office.cyber.com.au> References: <20040906054709.GB9331@vanilla.office.cyber.com.au> <20040907024620.GB29251@vanilla.office.cyber.com.au> Message-ID: <20040907065813.GC29251@vanilla.office.cyber.com.au> On Tue, Sep 07, 2004 at 12:46:20PM +1000, Jens Porup wrote: > my $nq = new RT::Queue($CurrentUser); > > $nq->Create({ Name => "FOOOOOOOOOOOOO", > Description => "testdesc", > CorrespondAddress => "foo", > CommentAddress => "bar", > InitialPriority => "12", > FinalPriority => "43" > }); > OK, so I change that bit there to: my ($id, $err) = $nq->Create({ Name => "FOOOOOOOOOOOOO", Description => "testdesc", CorrespondAddress => "foo", CommentAddress => "bar", InitialPriority => "12", FinalPriority => "43" }) or warn "Create failed\n"; #warn doesn't do anything... print STDERR "$err\n" if $err; Which gives me: station:~# perl foo.pl Queue could not be created and when I print the value of $CurrentUser 's id: print STDERR "User id is: " . $CurrentUser->PrincipalId() . "\n"; I get '12'--which the database tells me is root. But if I'm root, how come I don't have permissions to autocreate queues? Jens From susanm at jbpc.co.uk Tue Sep 7 09:09:48 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Tue, 7 Sep 2004 14:09:48 +0100 Subject: [rt-users] Postgres "invalid input syntax for integer" errors Message-ID: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> I'm seeing lots of log entries of the form: RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt/lib/RT.pm:250) RT 3.2.1, PostgreSQL 7.4 Keith From jesse at bestpractical.com Tue Sep 7 09:51:41 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Sep 2004 09:51:41 -0400 Subject: [rt-users] Postgres "invalid input syntax for integer" errors In-Reply-To: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> References: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> Message-ID: <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> On Sep 7, 2004, at 9:09 AM, Susan McConnell wrote: > I'm seeing lots of log entries of the form: > > RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for > integer: > "" at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line > 410. > (/usr/local/rt/lib/RT.pm:250) What SQL query is RT generating that does this? > RT 3.2.1, PostgreSQL 7.4 > > Keith From danie.marais at attix5.com Tue Sep 7 09:55:59 2004 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 7 Sep 2004 15:55:59 +0200 Subject: [rt-users] No attachments from web interface in 3.2.1 References: <032801c490ce$6355b300$0b14a8c0@danie> <41380E10.7060105@acronis.ru> Message-ID: <091101c494e2$6932e780$0a14a8c0@danie> Ruslan, I've checked. Both the AdminCorrespondence and Correspondance Global templates being used have the 'RT-Attach-Message: Yes' header line. So it's still a mystery. :( Danie ----- Original Message ----- From: "Ruslan U. Zakirov" To: "Danie Marais" Cc: Sent: Friday, September 03, 2004 8:24 AM Subject: Re: [rt-users] No attachments from web interface in 3.2.1 > Danie Marais wrote: > > I have discovered that when you add an attachment using the web > > interface the attachment is not mailed to the requestor, only the text. > > However, when the attachment is MAILED to RT the requestor gets it. In > > both cases the attachment can be seen in the ticket. > > > > Is this something that can be configured or is something wrong? > See note in http://wiki.bestpractical.com/?Template about magic header > field. > > Check your templates. May be this actions is covered by different templates. > From susanm at jbpc.co.uk Tue Sep 7 10:07:59 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Tue, 7 Sep 2004 15:07:59 +0100 Subject: [rt-users] Postgres "invalid input syntax for integer" errors In-Reply-To: <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> References: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> Message-ID: <20040907150759.28113948@zaphod.rg2.tiger-computing.com> On Tue, 7 Sep 2004 09:51:41 -0400 Jesse Vincent wrote: > What SQL query is RT generating that does this? RT::Handle=HASH(0x93b3504) couldn't execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS NULL OR ObjectId = '')' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt/lib/RT.pm:250) RTFM is also installed (just in case it helps to know that). From niels=rt at bakker.net Tue Sep 7 10:08:12 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 7 Sep 2004 16:08:12 +0200 Subject: [rt-users] Postgres "invalid input syntax for integer" errors In-Reply-To: <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> References: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> Message-ID: <20040907140811.GS1190@snowcrash.tpb.net> > On Sep 7, 2004, at 9:09 AM, Susan McConnell wrote: >>I'm seeing lots of log entries of the form: >> >> RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for >> integer: "" at >> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. >> (/usr/local/rt/lib/RT.pm:250) >> >> RT 3.2.1, PostgreSQL 7.4 Seeing them too on RT 3.0.11, psql 7.4 * jesse at bestpractical.com (Jesse Vincent) [Tue 07 Sep 2004, 15:51 CEST]: > What SQL query is RT generating that does this? I think it happens when the Basics of a ticket are modified, and the Time Worked / Time Left fields are not initialised to 0. -- Niels. -- From susanm at jbpc.co.uk Tue Sep 7 10:40:21 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Tue, 7 Sep 2004 15:40:21 +0100 Subject: [rt-users] Postgres "invalid input syntax for integer" errors In-Reply-To: <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> References: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> Message-ID: <20040907154021.72d1a32a@zaphod.rg2.tiger-computing.com> On Tue, 7 Sep 2004 09:51:41 -0400 Jesse Vincent wrote: > What SQL query is RT generating that does this? I'm also seeing errors - possibly unrelated - when trying to manually create a ticket with the "New ticket in" button: System error error: DBD::Pg::st execute failed: no connection to the server at /usr/lib/perl5/site_perl/5.8.3/Apache/Session/Store/DBI.pm line 67. context: ... 63: 64: $self->{update_sth}->bind_param(1, $session->{serialized}); 65: $self->{update_sth}->bind_param(2, $session->{data}->{_session_id}); 66: 67: $self->{update_sth}->execute; 68: 69: $self->{update_sth}->finish; 70: } 71: ... code stack: /usr/lib/perl5/site_perl/5.8.3/Apache/Session/Store/DBI.pm:67 /usr/lib/perl5/site_perl/5.8.3/Apache/Session.pm:523 /usr/lib/perl5/site_perl/5.8.3/Apache/Session.pm:477 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:1078 From jesse at bestpractical.com Tue Sep 7 10:43:34 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Sep 2004 10:43:34 -0400 Subject: [rt-users] Postgres "invalid input syntax for integer" errors In-Reply-To: <20040907150759.28113948@zaphod.rg2.tiger-computing.com> References: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> <20040907150759.28113948@zaphod.rg2.tiger-computing.com> Message-ID: <4BB36E5C-00DC-11D9-B11E-000A95AE249E@bestpractical.com> On Sep 7, 2004, at 10:07 AM, Susan McConnell wrote: > On Tue, 7 Sep 2004 09:51:41 -0400 > Jesse Vincent wrote: > >> What SQL query is RT generating that does this? > > RT::Handle=HASH(0x93b3504) couldn't execute the query 'SELECT * FROM > Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS NULL OR > ObjectId > = '')' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm > line > 417. (/usr/local/rt/lib/RT.pm:250) > And what are you doing to cause that? It _looks_ familiar. And a bit like something I was pretty sure we'd fixed. Perhaps it's time for 3.2.2. -j > RTFM is also installed (just in case it helps to know that). > From susanm at jbpc.co.uk Tue Sep 7 10:49:49 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Tue, 7 Sep 2004 15:49:49 +0100 Subject: [rt-users] Postgres "invalid input syntax for integer" errors In-Reply-To: <4BB36E5C-00DC-11D9-B11E-000A95AE249E@bestpractical.com> References: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> <20040907150759.28113948@zaphod.rg2.tiger-computing.com> <4BB36E5C-00DC-11D9-B11E-000A95AE249E@bestpractical.com> Message-ID: <20040907154949.198e1c38@zaphod.rg2.tiger-computing.com> On Tue, 7 Sep 2004 10:43:34 -0400 Jesse Vincent wrote: > And what are you doing to cause that? It _looks_ familiar. And a bit > like something I was pretty sure we'd fixed. Perhaps it's time for > 3.2.2. Unfortunately I can't say. This is on a new test system, and a few test users are trying RT out. I saw this when I examined the logs (in response to one test user complaining that RT had mailed him multiple times about one call for no apparent reason). I can keep an eye on the log while continuing testing and supply more information as I find it. From susanm at jbpc.co.uk Tue Sep 7 11:20:45 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Tue, 7 Sep 2004 16:20:45 +0100 Subject: [rt-users] Postgres "invalid input syntax for integer" errors In-Reply-To: <20040907154021.72d1a32a@zaphod.rg2.tiger-computing.com> References: <20040907140948.39e705f4@zaphod.rg2.tiger-computing.com> <0C49D862-00D5-11D9-B11E-000A95AE249E@bestpractical.com> <20040907154021.72d1a32a@zaphod.rg2.tiger-computing.com> Message-ID: <20040907162045.69777f26@zaphod.rg2.tiger-computing.com> On Tue, 7 Sep 2004 15:40:21 +0100 Susan McConnell wrote: > I'm also seeing errors - possibly unrelated - when trying to manually > create a ticket with the "New ticket in" button: If it helps, I have the entries from the logfile available, which include "DBD::Pg::st execute failed: FATAL: invalid frontend message type 34 at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm" Full log details on request. From rt at chaka.net Tue Sep 7 11:07:14 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Sep 2004 11:07:14 -0400 Subject: [rt-users] RT Scrip: Comment undefs ticket? Message-ID: <20040907150714.GJ21338@chaka.net> Here is a small part of a larger scrip I am writing to reject children of a rejected ticket. Once I added the Comment line the SetStatus stopped working. Why would the Comment undef the ticekt object? if ($self->TicketObj->HasOpenChildren) { my $OpenChildren = $self->TicketObj->OpenChildren; foreach (my $child = $OpenChildren->Next) { $RT::Logger->debug("Before Comment: " . $child); $child->Comment(Content => "This ticket is being marked 'rejected' because it's parent had been rejected."); $RT::Logger->debug("After Comment: " . $child); $child->SetStatus('rejected'); } } Sep 7 10:41:43 slah001 RT: Before Comment: RT::Ticket=HASH(0x9c47f50) Sep 7 10:41:43 slah001 RT: Guessed encoding: ascii Sep 7 10:41:43 slah001 RT: Guessed encoding: ascii Sep 7 10:41:43 slah001 RT: Converting 'ascii' to 'utf-8' for text/plain - Sep 7 10:41:43 slah001 RT: #3716/8734 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) Sep 7 10:41:43 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) Sep 7 10:41:44 slah001 RT: #3716/8734 - Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) Sep 7 10:41:44 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) Sep 7 10:41:44 slah001 RT: After Comment: Sep 7 10:41:44 slah001 RT: Scrip 30 Commit failed: Can't call method "SetStatus" on an undefined value at (eval 15262) line 133. Stack: [(eval 15262):133] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207] [/opt/rt3/lib/RT/Scrip_Overlay.pm:417] [/opt/rt3/lib/RT/Scrip_Overlay.pm:352] [/opt/rt3/lib/RT/Scrips_Overlay.pm:196] [/opt/rt3/lib/RT/Transaction_Overlay.pm:118] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3810] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3953] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3324] [/opt/rt3/lib/RT/Interface/Web.pm:951] [/opt/rt3/lib/RT/Interface/Web.pm:1073] [/opt/rt3/share/html/Ticket/Display.html:112] [/opt/rt3/local/html/Ticket/Update.html:198] [/opt/rt3/share/html/autohandler:196] (/opt/rt3/lib/RT/Action/UserDefined.pm:59) Sep 7 10:41:44 slah001 RT: RT::Scrip=HASH(0x9d15630): Couldn't commit User Defined (/opt/rt3/lib/RT/Scrip_Overlay.pm:353) From rt at chaka.net Tue Sep 7 11:09:05 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Sep 2004 11:09:05 -0400 Subject: [rt-users] RT Scrip: Comment undefs ticket? In-Reply-To: <20040907150714.GJ21338@chaka.net> References: <20040907150714.GJ21338@chaka.net> Message-ID: <20040907150905.GK21338@chaka.net> BTW, this is RT 3.0.10. Thanks. -Todd On Tue, Sep 07, 2004 at 11:07:14AM -0400, Todd Chapman wrote: > Here is a small part of a larger scrip I am writing > to reject children of a rejected ticket. > > Once I added the Comment line the SetStatus stopped > working. Why would the Comment undef the ticekt object? > > > if ($self->TicketObj->HasOpenChildren) { > my $OpenChildren = $self->TicketObj->OpenChildren; > foreach (my $child = $OpenChildren->Next) { > $RT::Logger->debug("Before Comment: " . $child); > $child->Comment(Content => "This ticket is being marked 'rejected' because it's parent had been rejected."); > $RT::Logger->debug("After Comment: " . $child); > $child->SetStatus('rejected'); > } > } > > > Sep 7 10:41:43 slah001 RT: Before Comment: RT::Ticket=HASH(0x9c47f50) > Sep 7 10:41:43 slah001 RT: Guessed encoding: ascii > Sep 7 10:41:43 slah001 RT: Guessed encoding: ascii > Sep 7 10:41:43 slah001 RT: Converting 'ascii' to 'utf-8' for text/plain - > Sep 7 10:41:43 slah001 RT: #3716/8734 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > Sep 7 10:41:43 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > Sep 7 10:41:44 slah001 RT: #3716/8734 - Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > Sep 7 10:41:44 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > Sep 7 10:41:44 slah001 RT: After Comment: > Sep 7 10:41:44 slah001 RT: Scrip 30 Commit failed: Can't call method "SetStatus" on an undefined value at (eval 15262) line 133. Stack: [(eval 15262):133] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207] [/opt/rt3/lib/RT/Scrip_Overlay.pm:417] [/opt/rt3/lib/RT/Scrip_Overlay.pm:352] [/opt/rt3/lib/RT/Scrips_Overlay.pm:196] [/opt/rt3/lib/RT/Transaction_Overlay.pm:118] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3810] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3953] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3324] [/opt/rt3/lib/RT/Interface/Web.pm:951] [/opt/rt3/lib/RT/Interface/Web.pm:1073] [/opt/rt3/share/html/Ticket/Display.html:112] [/opt/rt3/local/html/Ticket/Update.html:198] [/opt/rt3/share/html/autohandler:196] (/opt/rt3/lib/RT/Action/UserDefined.pm:59) > Sep 7 10:41:44 slah001 RT: RT::Scrip=HASH(0x9d15630): Couldn't commit User Defined (/opt/rt3/lib/RT/Scrip_Overlay.pm:353) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Tue Sep 7 11:13:46 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Sep 2004 11:13:46 -0400 Subject: [rt-users] RT Scrip: Comment undefs ticket? In-Reply-To: <20040907150905.GK21338@chaka.net> References: <20040907150714.GJ21338@chaka.net> <20040907150905.GK21338@chaka.net> Message-ID: <20040907151346.GL21338@chaka.net> Making a copy before the comment allows a work around. But why is this happening? -Todd On Tue, Sep 07, 2004 at 11:09:05AM -0400, Todd Chapman wrote: > BTW, this is RT 3.0.10. > > Thanks. > > -Todd > > On Tue, Sep 07, 2004 at 11:07:14AM -0400, Todd Chapman wrote: > > Here is a small part of a larger scrip I am writing > > to reject children of a rejected ticket. > > > > Once I added the Comment line the SetStatus stopped > > working. Why would the Comment undef the ticekt object? > > > > > > if ($self->TicketObj->HasOpenChildren) { > > my $OpenChildren = $self->TicketObj->OpenChildren; > > foreach (my $child = $OpenChildren->Next) { > > $RT::Logger->debug("Before Comment: " . $child); > > $child->Comment(Content => "This ticket is being marked 'rejected' because it's parent had been rejected."); > > $RT::Logger->debug("After Comment: " . $child); > > $child->SetStatus('rejected'); > > } > > } > > > > > > Sep 7 10:41:43 slah001 RT: Before Comment: RT::Ticket=HASH(0x9c47f50) > > Sep 7 10:41:43 slah001 RT: Guessed encoding: ascii > > Sep 7 10:41:43 slah001 RT: Guessed encoding: ascii > > Sep 7 10:41:43 slah001 RT: Converting 'ascii' to 'utf-8' for text/plain - > > Sep 7 10:41:43 slah001 RT: #3716/8734 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > > Sep 7 10:41:43 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > Sep 7 10:41:44 slah001 RT: #3716/8734 - Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > > Sep 7 10:41:44 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > Sep 7 10:41:44 slah001 RT: After Comment: > > Sep 7 10:41:44 slah001 RT: Scrip 30 Commit failed: Can't call method "SetStatus" on an undefined value at (eval 15262) line 133. Stack: [(eval 15262):133] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207] [/opt/rt3/lib/RT/Scrip_Overlay.pm:417] [/opt/rt3/lib/RT/Scrip_Overlay.pm:352] [/opt/rt3/lib/RT/Scrips_Overlay.pm:196] [/opt/rt3/lib/RT/Transaction_Overlay.pm:118] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3810] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3953] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3324] [/opt/rt3/lib/RT/Interface/Web.pm:951] [/opt/rt3/lib/RT/Interface/Web.pm:1073] [/opt/rt3/share/html/Ticket/Display.html:112] [/opt/rt3/local/html/Ticket/Update.html:198] [/opt/rt3/share/html/autohandler:196] (/opt/rt3/lib/RT/Action/UserDefined.pm:59) > > Sep 7 10:41:44 slah001 RT: RT::Scrip=HASH(0x9d15630): Couldn't commit User Defined (/opt/rt3/lib/RT/Scrip_Overlay.pm:353) > > > > _______________________________________________ > > 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 sguillemette at metrocastcablevision.com Tue Sep 7 13:07:25 2004 From: sguillemette at metrocastcablevision.com (Shawn Guillemette) Date: Tue, 7 Sep 2004 13:07:25 -0400 Subject: [rt-users] sending new email via rt Message-ID: <001001c494fd$25adf250$0506a8c0@hsdlaptop> We are using RT do deal with email sent to our support team. It would be great if there was a way to send a new email message to the customer using the same interface. Do you folks know if this is possible? If so could you send me a link that would provide me with more information on this task. Thanks Shawn Guillemette -------------- next part -------------- An HTML attachment was scrubbed... URL: From rrivera at comtex.com Tue Sep 7 14:10:39 2004 From: rrivera at comtex.com (Rimbert Rivera) Date: Tue, 7 Sep 2004 13:10:39 -0500 Subject: [rt-users] (newbie): Adding more Status options Message-ID: We've been using RT for over 6 months and now we would like to customize it to our needs. I am a newbie as far as customizing RT and only know very basic Linux so I'm hoping this question would be a good place to start. How do I add more options in the Status field of a ticket? I can see it is stored in the Tickets database, but I can't find where RT gets the options to display in the drop-down box. We're running RT 3.0.6 on RedHat 9.0 with Perl 5.8.0, MySQL 4.0.16 and SendMail 8.12.8 - Rim Rimbert Rivera Sr. Network Engineer COMTEX News Network rrivera at comtex.com (703) 820-2000 Discover more about COMTEX at: http://www.comtex.com/ This e-mail is intended solely for the person or entity to which it is addressed and may contain confidential and/or privileged information. Any review, dissemination, copying, printing or other use of this e-mail by persons or entities other than the addressee is prohibited. If you have received this e-mail in error, please contact the sender immediately and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Tue Sep 7 14:34:43 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Sep 2004 14:34:43 -0400 Subject: SOLVED: [rt-users] RT Scrip: Comment undefs ticket? In-Reply-To: <20040907151346.GL21338@chaka.net> References: <20040907150714.GJ21338@chaka.net> <20040907150905.GK21338@chaka.net> <20040907151346.GL21338@chaka.net> Message-ID: <20040907183443.GN21338@chaka.net> Solved. I accidentally used 'foreach' when I should hae been using 'while' I know it was staring me in the face. :) -Todd On Tue, Sep 07, 2004 at 11:13:46AM -0400, Todd Chapman wrote: > Making a copy before the comment allows a work around. But why > is this happening? > > -Todd > > On Tue, Sep 07, 2004 at 11:09:05AM -0400, Todd Chapman wrote: > > BTW, this is RT 3.0.10. > > > > Thanks. > > > > -Todd > > > > On Tue, Sep 07, 2004 at 11:07:14AM -0400, Todd Chapman wrote: > > > Here is a small part of a larger scrip I am writing > > > to reject children of a rejected ticket. > > > > > > Once I added the Comment line the SetStatus stopped > > > working. Why would the Comment undef the ticekt object? > > > > > > > > > if ($self->TicketObj->HasOpenChildren) { > > > my $OpenChildren = $self->TicketObj->OpenChildren; > > > foreach (my $child = $OpenChildren->Next) { > > > $RT::Logger->debug("Before Comment: " . $child); > > > $child->Comment(Content => "This ticket is being marked 'rejected' because it's parent had been rejected."); > > > $RT::Logger->debug("After Comment: " . $child); > > > $child->SetStatus('rejected'); > > > } > > > } > > > > > > > > > Sep 7 10:41:43 slah001 RT: Before Comment: RT::Ticket=HASH(0x9c47f50) > > > Sep 7 10:41:43 slah001 RT: Guessed encoding: ascii > > > Sep 7 10:41:43 slah001 RT: Guessed encoding: ascii > > > Sep 7 10:41:43 slah001 RT: Converting 'ascii' to 'utf-8' for text/plain - > > > Sep 7 10:41:43 slah001 RT: #3716/8734 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > > > Sep 7 10:41:43 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > > Sep 7 10:41:44 slah001 RT: #3716/8734 - Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > > > Sep 7 10:41:44 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > > Sep 7 10:41:44 slah001 RT: After Comment: > > > Sep 7 10:41:44 slah001 RT: Scrip 30 Commit failed: Can't call method "SetStatus" on an undefined value at (eval 15262) line 133. Stack: [(eval 15262):133] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207] [/opt/rt3/lib/RT/Scrip_Overlay.pm:417] [/opt/rt3/lib/RT/Scrip_Overlay.pm:352] [/opt/rt3/lib/RT/Scrips_Overlay.pm:196] [/opt/rt3/lib/RT/Transaction_Overlay.pm:118] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3810] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3953] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3324] [/opt/rt3/lib/RT/Interface/Web.pm:951] [/opt/rt3/lib/RT/Interface/Web.pm:1073] [/opt/rt3/share/html/Ticket/Display.html:112] [/opt/rt3/local/html/Ticket/Update.html:198] [/opt/rt3/share/html/autohandler:196] (/opt/rt3/lib/RT/Action/UserDefined.pm:59) > > > Sep 7 10:41:44 slah001 RT: RT::Scrip=HASH(0x9d15630): Couldn't commit User Defined (/opt/rt3/lib/RT/Scrip_Overlay.pm:353) > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Tue Sep 7 14:42:02 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Sep 2004 14:42:02 -0400 Subject: [rt-users] (newbie): Adding more Status options In-Reply-To: References: Message-ID: <20040907184202.GO21338@chaka.net> Search the archive. http://www.google.com/search?hl=en&lr=&ie=UTF-8&c2coff=1&q=site%3Alists.bestpractical.com+custom+status&btnG=Search -Todd On Tue, Sep 07, 2004 at 01:10:39PM -0500, Rimbert Rivera wrote: > > We've been using RT for over 6 months and now we would like to customize > it to our needs. I am a newbie as far as customizing RT and only know > very basic Linux so I'm hoping this question would be a good place to > start. > > How do I add more options in the Status field of a ticket? I can see it > is stored in the Tickets database, but I can't find where RT gets the > options to display in the drop-down box. > > We're running RT 3.0.6 on RedHat 9.0 with Perl 5.8.0, MySQL 4.0.16 and > SendMail 8.12.8 > > - Rim > > Rimbert Rivera > Sr. Network Engineer > COMTEX News Network > rrivera at comtex.com > (703) 820-2000 > Discover more about COMTEX at: http://www.comtex.com/ > This e-mail is intended solely for the person or entity to which it is > addressed and may contain confidential and/or privileged information. > Any review, dissemination, copying, printing or other use of this e-mail > by persons or entities other than the addressee is prohibited. If you > have received this e-mail in error, please contact the sender > immediately and delete the material from any computer. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From calvin.chan at hic.gov.au Wed Sep 8 02:58:14 2004 From: calvin.chan at hic.gov.au (calvin.chan at hic.gov.au) Date: Wed, 8 Sep 2004 16:58:14 +1000 Subject: [rt-users] Re: Setting TimeZone TZ on Windows XP Message-ID: Oops... My mistake! It turns out that I had installed RT v3.2.1-test rather than RT v3.0.11 as I thought I had. I have since installed v3.0.11-1 over the top, and corect date/times are now showing in the tool with $TimeZone= 'AEST' Calvin Chan **************************************************************** NOTICE - This message is intended only for the use of the addressee named above and may contain privileged and confidential information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. If you received this message in error please notify HIC immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of HIC. **************************************************************** From autrijus at autrijus.org Wed Sep 8 03:54:23 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 8 Sep 2004 15:54:23 +0800 Subject: [rt-users] Win32: rt-3.0.11-2 (was: Re: Setting TimeZone TZ on Windows XP) In-Reply-To: References: Message-ID: <20040908075423.GA32075@aut.dyndns.org> On Wed, Sep 08, 2004 at 04:58:14PM +1000, calvin.chan at hic.gov.au wrote: > Oops... My mistake! > It turns out that I had installed RT v3.2.1-test rather than RT v3.0.11 as > I thought I had. Hmmm a regression. I'll see if I can address it in the upcoming 3.2.2 for win32. Thanks for the report! > I have since installed v3.0.11-1 over the top, and corect date/times are > now showing in the tool with $TimeZone= 'AEST' You may wish to give 3.0.11-2 a try: http://p4.elixus.org/dist/rt-3.0.11-2.exe The core code remains the same, but this version has the new, much faster DBIx::SearchBuilder cache code, as well as an updated ModPerl2/MySQL engine that should make things much more smooth. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From neville_hobson at mentorg.com Wed Sep 8 05:00:29 2004 From: neville_hobson at mentorg.com (Hobson, Neville) Date: Wed, 8 Sep 2004 10:00:29 +0100 Subject: [rt-users] Can't get web authorisation working on PC Message-ID: <40A2891842052B40BF0AD6E6A83A9FA01F7995@svr-gbn-exc-02.mgc.mentorg.com> I'm having no success trying to get web authorization to work in place of the RT login. I find that once I've passed the web auth dialog I still get the RT login prompt. I have a site config with Set($WebExternalAuth , 1); and I've tried both undef and 1 for Set($WebFallbackToInternalAuth , 1); but the behaviour always seems to be the same - the RT login page comes up. I have verified that the value for REMOTE_USER is the same as a registered RT User. I know that the web auth works because I use the same set up for my SVN repository. Can anyone please suggest what I am getting wrong? Neville -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas.wollner at autoform.de Wed Sep 8 05:20:32 2004 From: thomas.wollner at autoform.de (Thomas Wollner) Date: Wed, 08 Sep 2004 11:20:32 +0200 Subject: [rt-users] Data transfer from RT 2.0.13 in RT 3.2.1 Message-ID: <413ECEE0.8090709@autoform.de> Hello! Only one problem with the data transfer! I read out the data from my 'old' RT2 with the "RT2 to RT3 Script" No Problem with it! Then I try to get these data into my 'new' RT3. This is acknowledged with the following error message: Locale::Maketext version 1.04 required--this is only version 1.03 at /opt/rt3/lib/RT/I18N.pm line 33. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 33. Compilation failed in require at /opt/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 29. Compilation failed in require at /opt/rt3/lib/RT/Interface/CLI.pm line 26. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Interface/CLI.pm line 26. Compilation failed in require at ./dumpfile-to-rt-3.0 line 38. BEGIN failed--compilation aborted at ./dumpfile-to-rt-3.0 line 38. I have the Locale::Maketext version 1.09 on my computer! Thank you for your help! Once again! Thomas Wollner From ruediger.riediger at sun.com Wed Sep 8 05:52:25 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Wed, 08 Sep 2004 11:52:25 +0200 Subject: [rt-users] rt --help barfs In-Reply-To: <20040906074105.GB14281@vanilla.office.cyber.com.au> References: <20040906074105.GB14281@vanilla.office.cyber.com.au> Message-ID: <413ED659.7060907@sun.com> Hello Jens, Jens Porup wrote: > In a post to the rt-user list in March 2004, Jesse responds to a user requesting > CLI docs with: > > /opt/rt3/bin/rt --help > > When I do the above in RT (3.0.11, I think), I get: There is a known bug in rt-cli: *** /opt/rt3/bin/rt.ORIG --- /opt/rt3/bin/rt *************** *** 129,133 **** $help{$title} = $item->[2]{Text}; } - } } --- 129,132 ---- This should fix it. Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From david.michal at rabatcr.cz Wed Sep 8 06:06:52 2004 From: david.michal at rabatcr.cz (David Michal) Date: Wed, 08 Sep 2004 12:06:52 +0200 Subject: [rt-users] How to hide some elements from left menu. Message-ID: <413ED9BC.7040208@rabatcr.cz> Hello, To do %subj. I've edited Elements/Tabs. Then I did apache stop and apache start (I'm using mod_perl). But after logon I still can see all elements. Please what I have to do to have changes in Tabs file applayed? Here is my Tabs file: #Customized section of basetabs my $basetabs = { A => { title => loc('Homepage'), path => '', }, B => { title => loc('Tickets'), path => 'Search/Listing.html' }, # E => { title => loc('Configuration'), # path => 'Admin/' # }, # K => { title => loc('Preferences'), # path => 'User/Prefs.html' # }, # P => { title => loc('Approval'), # path => 'Approvals/' # }, # Z => { title => 'Statistics', # path => 'Statistics/index.html' # }, }; So I want to have just Homepage and Tickets to be visible for normal user, later I'm planning to add some ifs for other elements depended on users rights. Thanks for any help. David From hk at isphuset.no Wed Sep 8 06:37:52 2004 From: hk at isphuset.no (Hans Kristian Rosbach) Date: Wed, 08 Sep 2004 12:37:52 +0200 Subject: [rt-users] How to hide some elements from left menu. In-Reply-To: <413ED9BC.7040208@rabatcr.cz> References: <413ED9BC.7040208@rabatcr.cz> Message-ID: <1094639872.21783.14.camel@linux.local> > To do %subj. I've edited Elements/Tabs. Then I did apache stop and > apache start (I'm using mod_perl). But after logon I still can see all > elements. Please what I have to do to have changes in Tabs file > applayed? You might take a look at my little mod as it's fairly simple to follow, and it is a few steps in the right direction for you. http://www.circlestorm.org/rt/ You should only need the tabs mod from that, unless you also want to see your stalled tickets. (The tabs mod is really just a minor part i find usful). -HK From danie.marais at attix5.com Wed Sep 8 07:10:49 2004 From: danie.marais at attix5.com (Danie Marais) Date: Wed, 8 Sep 2004 13:10:49 +0200 Subject: [rt-users] Customizing a scrip to prevent too many mails Message-ID: <01c001c49594$7f7c0870$0a14a8c0@danie> Hi list, I have a scrip to notify the owner of any correspondence. But the owner is always an AdminCC as well since they watch all activity in the queue. So he ends up getting two mails when a requestor sends correspondence. How can I prevent that? I was thinking of a custom condition in the scip sending emails to the AdminCC watchers to check if the owner is one of the AdminCC's, then remove him from the recipient list. Or something to that effect? Regards, Danie -------------- next part -------------- An HTML attachment was scrubbed... URL: From Srinivas.Balan at Sierraatlantic.com Wed Sep 8 08:26:47 2004 From: Srinivas.Balan at Sierraatlantic.com (Srinivas Balan) Date: Wed, 8 Sep 2004 05:26:47 -0700 Subject: [rt-users] rt_system generating junk emails with no subject nor body .... Message-ID: <6F8DCE5A917BD611A0E0009027B6F905042ECA2A@ns.sierraopt.com> I am getting an automated email from "rt_system", which does not have a subject nor body. This emails keeps coming for every 30 minutes, how to stop this. Thanks in advance. Regds, Balan From msubs at philips.org.uk Wed Sep 8 08:18:09 2004 From: msubs at philips.org.uk (Matt Jennings) Date: Wed, 08 Sep 2004 13:18:09 +0100 Subject: [rt-users] Postgres "invalid input syntax for integer" errors Message-ID: <1094645889.19972.106.camel@m6> RT 3.2.1 / Perl 5.8.3-5 / DBIx::SearchBuilder 1.10 / Postgres 7.4.1 I've noticed SQL errors appearing in syslog during most updating operations; although everything appears to work. I also get the invalid input syntax for integer error. Sep 8 12:21:21 RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478. (/opt/rt3/lib/RT.pm:250) Sep 8 12:21:21 RT: RT::Handle=HASH(0x99031f4) couldn't execute the query 'UPDATE Queues SET InitialPriority=? WHERE id=? ' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 492. (/opt/rt3/lib/RT.pm:250) Sep 8 12:21:21 RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478. (/opt/rt3/lib/RT.pm:250) Sep 8 12:21:21 RT: RT::Handle=HASH(0x99031f4) couldn't execute the query 'UPDATE Queues SET FinalPriority=? WHERE id=? ' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 492. (/opt/rt3/lib/RT.pm:250) The queue in question has only the name, description and "requests should be due in" fields set. After creation the "Priority starts at" and "Priority moves forward" fields are set to zero, presumably the default. I've looked through the mailing list archives and STW but can't seem to find any resolution for this issue nor am I familiar enough with the RT and related code, or Perl, to look into this. Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.michal at rabatcr.cz Wed Sep 8 09:36:22 2004 From: david.michal at rabatcr.cz (David Michal) Date: Wed, 08 Sep 2004 15:36:22 +0200 Subject: [rt-users] How to hide some elements from left menu. In-Reply-To: <1094641577.21727.26.camel@linux.local> References: <413ED9BC.7040208@rabatcr.cz> <1094639872.21783.14.camel@linux.local> <413EE64D.5090904@rabatcr.cz> <1094641577.21727.26.camel@linux.local> Message-ID: <413F0AD6.8090408@rabatcr.cz> Well, now I know that I have to manually delete files from mason_data cache before restarting apache. Then after restart I can see changes applayed. But please tell my anybody why I can still see elements like approval, admin...etc, while my Tabs file doesn't have any line with these elements. Mason cache was cleaned, apache was restarted, where else the RT is taking the tabs from? Here is my full Tabs file: <& /Elements/PageLayout, current_toptab => $current_toptab, current_tab => $current_tab, toptabs => $toptabs, topactions => $topactions, tabs => $tabs, actions => $actions, subactions => $subactions, title => $Title &> <%INIT> my $action; my $basetopactions = { A => { html => $m->scomp('/Elements/CreateTicket') }, B => { html => $m->scomp('/Elements/SimpleSearch') } }; #Customized section of basetabs my $basetabs = { A => { title => loc('Homepage'), path => '', }, B => { title => loc('Tickets'), path => 'Search/Listing.html' }, }; if (!defined $toptabs) { $toptabs = $basetabs; } if (!defined $topactions) { $topactions = $basetopactions; } # Now let callbacks add their extra tabs $m->comp('/Elements/Callback', topactions => $topactions, toptabs => $toptabs, %ARGS); <%ARGS> $current_toptab => undef $current_tab => undef $toptabs => undef $topactions => undef $tabs => undef $actions => undef $subactions => undef $Title => undef From Anders.Hansen-Ovre at contra.no Wed Sep 8 09:53:40 2004 From: Anders.Hansen-Ovre at contra.no (=?iso-8859-1?Q?Anders_Hansen-=D8vre?=) Date: Wed, 8 Sep 2004 15:53:40 +0200 Subject: [rt-users] Change a scrip Message-ID: <73738191AEA93C408AFE10A980177EF211DC59@konsulentdc01.konsulenthuset.as> Hi all. Using RT 3.2.1 and need to change a scrip, but I need some help. There is a default script that On Correspond Notify Requestors and Ccs with template Correspondence We would like to change this to On Correspond Notify Requestors with template Correspondence and exclude the CC What is the best way to do this ? --- mvh/yours Anders Hansen-?vre, Seniorkonsulent From wash at wananchi.com Wed Sep 8 10:19:09 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Wed, 8 Sep 2004 17:19:09 +0300 Subject: [rt-users] Change a scrip In-Reply-To: <73738191AEA93C408AFE10A980177EF211DC59@konsulentdc01.konsulenthuset.as> References: <73738191AEA93C408AFE10A980177EF211DC59@konsulentdc01.konsulenthuset.as> Message-ID: <20040908141908.GB61824@ns2.wananchi.com> * Anders Hansen-?vre [20040908 16:54]: wrote: > Hi all. > > Using RT 3.2.1 and need to change a scrip, but I need some help. > > There is a default script that On Correspond Notify Requestors and Ccs with template Correspondence > We would like to change this to On Correspond Notify Requestors with template Correspondence and exclude the CC Delete the scrip and create the one you want. It's that simple. 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 BrettB at hkusa.com Wed Sep 8 10:51:44 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Wed, 8 Sep 2004 09:51:44 -0500 Subject: [rt-users] MySQL question and RT Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0EC7@EXCHANGE4> I need to write some custom reports (depending on the value of a custom field, how many requests are there, how much time was spent, etc). I'd like to write these reports outside of RT (since my company is not familiar with perl or Linux, it is best to have it in the familiar environment). I am trying to connect to the RT database, but I am getting a message "#ip address of my computer# is not allowed to connect to this MySQL server" Could someone point me in the right direct to give my computer access? I am guessing that there is a permissions file somewhere where I need to add permissions, but I am not finding it. Thanks! Brett From vivek at khera.org Wed Sep 8 10:59:36 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 8 Sep 2004 10:59:36 -0400 Subject: [rt-users] sending new email via rt In-Reply-To: <001001c494fd$25adf250$0506a8c0@hsdlaptop> References: <001001c494fd$25adf250$0506a8c0@hsdlaptop> Message-ID: On Sep 7, 2004, at 1:07 PM, Shawn Guillemette wrote: > We are using RT do deal with email sent to our support team. It would > be great if there was a way to send a new email message to the > customer using the same interface. Do you folks know if this is > possible? If so could you send me a link that would provide me with > more information on this task. > On most screens, there is a "create new ticket in ..." option. use that. we have a queue with no autoresponder on it to create those messages, then we move them to the appropriate queue, and just add correspondence as normal to start the conversation. From vivek at khera.org Wed Sep 8 11:01:15 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 8 Sep 2004 11:01:15 -0400 Subject: [rt-users] Data transfer from RT 2.0.13 in RT 3.2.1 In-Reply-To: <413ECEE0.8090709@autoform.de> References: <413ECEE0.8090709@autoform.de> Message-ID: On Sep 8, 2004, at 5:20 AM, Thomas Wollner wrote: > I have the Locale::Maketext version 1.09 on my computer! Do you have multiple perl versions installed? Are you sure you're using the version you think you should be using? It could be installed in one version of perl and you are using another for running the import script. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From sven.sternberger at desy.de Wed Sep 8 10:59:30 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 08 Sep 2004 16:59:30 +0200 Subject: [rt-users] Problems with RTx::Shredder! Message-ID: <413F1E52.3020709@desy.de> Hello! I'm running RT3.0.11 on a debian sarge box. Now I installed RTx::Shredder v0.01. But the "demo" programm, don't work :-( #!/usr/bin/perl use lib "/usr/share/request-tracker3/lib"; use RTx::Shredder; RTx::Shredder::Init(); my $deleted = RT::Tickets->new( $RT::SystemUser ); $deleted->{'allow_deleted_search'} = 1; $deleted->Limit( VALUE => 'deleted' ); print "Start wipeout\n"; while( my $t = $deleted->Next ) { print "."; $t->Wipeout; } print "\nEnded\n"; gives me: >> rt3:~# ./purge_dead_with_shredder.pl Start wipeout [Wed Sep 8 15:00:18 2004] [error]: RestrictionsToClauses: I don't know about yet at /usr/share/request-tracker3/lib/RT/Tickets_Overlay.pm line 1984. (/usr/share/request-tracker3/lib/RT/Tickets_Overlay.pm:2064) Ended << best regards! From BrettB at hkusa.com Wed Sep 8 11:16:39 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Wed, 8 Sep 2004 10:16:39 -0500 Subject: [rt-users] MySQL question and RT (fixed) Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0EC9@EXCHANGE4> I answered my own question. > -----Original Message----- > From: Brett Barnhart [mailto:BrettB at hkusa.com] > Sent: Wednesday, September 08, 2004 9:52 AM > To: Users of RT > Subject: [rt-users] MySQL question and RT > > > I need to write some custom reports (depending on the value > of a custom > field, how many requests are there, how much time was spent, etc). > > I'd like to write these reports outside of RT (since my company is not > familiar with perl or Linux, it is best to have it in the familiar > environment). > > I am trying to connect to the RT database, but I am getting a message > "#ip address of my computer# is not allowed to connect to > this MySQL server" > > Could someone point me in the right direct to give my > computer access? I am > guessing that there is a permissions file somewhere where I > need to add > permissions, but I am not finding it. > > Thanks! > Brett > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From BrettB at hkusa.com Wed Sep 8 11:18:28 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Wed, 8 Sep 2004 10:18:28 -0500 Subject: [rt-users] Will updating Fedora Linux break RT? Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0ECA@EXCHANGE4> I am trying to decide if I should set Fedora to keep itself up to date, but I am *very* nervous about it breaking RT. I know that there are times where PERL has to be recompiled, etc if one of the modules change. Any thoughts on this? Should I just leave well enough alone since it is working, or keep modules up to date if possible? Thanks in advance! Brett From m-liebman at northwestern.edu Wed Sep 8 11:47:32 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 8 Sep 2004 11:47:32 -0400 Subject: [rt-users] MySQL question and RT In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0EC7@EXCHANGE4> References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0EC7@EXCHANGE4> Message-ID: <20040908154731.GA2883@SDF.LONESTAR.ORG> On Wed, Sep 08, 2004 at 09:51:44AM -0500, Brett Barnhart wrote: > I am trying to connect to the RT database, but I am getting a message > "#ip address of my computer# is not allowed to connect to this MySQL server" > > Could someone point me in the right direct to give my computer access? I am > guessing that there is a permissions file somewhere where I need to add > permissions, but I am not finding it. This is really OT. http://dev.mysql.com/doc/mysql/en/index.html, especially section 5.4. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From cubic at acronis.ru Wed Sep 8 11:20:48 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 08 Sep 2004 19:20:48 +0400 Subject: [rt-users] MySQL question and RT In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0EC7@EXCHANGE4> References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0EC7@EXCHANGE4> Message-ID: <413F2350.6050302@acronis.ru> Brett Barnhart wrote: > I need to write some custom reports (depending on the value of a custom > field, how many requests are there, how much time was spent, etc). > > I'd like to write these reports outside of RT (since my company is not > familiar with perl or Linux, it is best to have it in the familiar > environment). > > I am trying to connect to the RT database, but I am getting a message > "#ip address of my computer# is not allowed to connect to this MySQL server" You should read about administrating MySQL server. Your IP isn't granted with required rights to access this server. Please read mysql manual. > > Could someone point me in the right direct to give my computer access? I am > guessing that there is a permissions file somewhere where I need to add > permissions, but I am not finding it. > > Thanks! > Brett From cubic at acronis.ru Wed Sep 8 10:18:36 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 08 Sep 2004 18:18:36 +0400 Subject: [rt-users] Customizing a scrip to prevent too many mails In-Reply-To: <01c001c49594$7f7c0870$0a14a8c0@danie> References: <01c001c49594$7f7c0870$0a14a8c0@danie> Message-ID: <413F14BC.2090603@acronis.ru> As far as I know if you use one notify action then module will sent only one mail to the recipient. Then you can add record to DB that represent action 'Notify Owner and AdminCc'. Table: ScripActions Fields: ExecModule: Notify (or NotifyAsComment) Argument: Owner,AdminCc Other fields fill as you wish(see other records in table as examples). Best regards. Ruslan. Danie Marais wrote: > Hi list, > > I have a scrip to notify the owner of any correspondence. But the owner > is always an AdminCC as well since they watch all activity in the > queue. So he ends up getting two mails when a requestor sends > correspondence. > > How can I prevent that? I was thinking of a custom condition in the > scip sending emails to the AdminCC watchers to check if the owner is one > of the AdminCC's, then remove him from the recipient list. Or something > to that effect? > > Regards, > Danie > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Wed Sep 8 12:13:31 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 08 Sep 2004 20:13:31 +0400 Subject: [rt-users] Problems with RTx::Shredder! In-Reply-To: <413F1E52.3020709@desy.de> References: <413F1E52.3020709@desy.de> Message-ID: <413F2FAB.3060802@acronis.ru> Hello, Sven. Hmmm. As I see users a little bit confused with my distribution :( Did you see `rtx-shredder` script? It should be installed with RTx::Shredder under /path/to/rt3/local/sbin path. RTx::Shredder currently is more API then end-user tool. For end-user there is two scripts `rtx-shredder` and `rtx-validator`. Both under 'local/sbin'. I'll try to update docs to be more clear on this topic in next release. Best regards. Ruslan. PS: See also comment below about your error. Sven Sternberger wrote: > Hello! > > I'm running RT3.0.11 on a debian sarge box. Now I installed > RTx::Shredder v0.01. But the "demo" programm, don't work :-( > > > #!/usr/bin/perl > > use lib "/usr/share/request-tracker3/lib"; > > use RTx::Shredder; > > RTx::Shredder::Init(); > my $deleted = RT::Tickets->new( $RT::SystemUser ); > $deleted->{'allow_deleted_search'} = 1; > $deleted->Limit( VALUE => 'deleted' ); You forgot "FIELD => 'Status'" here. > print "Start wipeout\n"; > while( my $t = $deleted->Next ) { > print "."; > $t->Wipeout; > } > print "\nEnded\n"; > From sean at wilburnconsulting.com Wed Sep 8 12:18:37 2004 From: sean at wilburnconsulting.com (Sean Wilburn) Date: Wed, 8 Sep 2004 09:18:37 -0700 Subject: [rt-users] User Administration by Queue Message-ID: <20040908161836.BWOS16005.lakermmtao10.cox.net@bbq> I have RT3.2 up & running, and all is well, however I need to ask for help on user creation & viewing. As our company has multiple branches, I have created Queues for each of them. I have also created 1 user per Queue that is the Administrator of that particular Que. Each Queue admin needs to be able to add & disable their own users & have those users be automatically assigned to that Queue only, however we do not want them to be able to see or create users that are outside of their Que. The main issue is really that Queue-Admins should not be able to see existing users & their related data unless that user is assigned to their Que. I am hoping that someone has already tackled this issue, or at least got the ball rolling, and if not. here's the ball. Thanks in advance, Sean Wilburn Wilburn Consulting -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Wed Sep 8 13:14:57 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 08 Sep 2004 12:14:57 -0500 Subject: [rt-users] rt_system generating junk emails with no subject nor body .... In-Reply-To: Your message of "Wed, 08 Sep 2004 05:26:47 PDT." <6F8DCE5A917BD611A0E0009027B6F905042ECA2A@ns.sierraopt.com> Message-ID: <200409081714.i88HEvrB032285@shark.cc.uic.edu> I had a similar problem. In my case, I was running a preprocessing program ahead of rt-mailgate in a pipe. This preprocessor was procmail, doing spam filtering. When the pipe started, both procmail and rt-mailgate are launched as processes. But when procmail detected spam, I had it just delete the spam and die. That meant procmail put nothing on stdout, and rt-mailgate had nothing to read on stdin. However, rt-mailgate still created a blank ticket, based on the blank input -- from rt_system with no header or body. I created a patch for rt-mailgate to not do this, which I sent to Jesse, and I think will be incorporated in a future release. If you have the same problem, maybe this patch will help: *** rt-mailgate.in.orig Thu Aug 12 15:06:13 2004 --- rt-mailgate.in Thu Aug 19 17:12:10 2004 *************** *** 436,441 **** --- 436,445 ---- # Read the message in from STDIN $args{'message'} = <>; + unless ( $args{message} =~ /\S/ ) { + print STDERR "$0: no message passed on STDIN!\n"; + exit 0; + } if ($opts{'extension'}) { $args{$opts{'extension'}} = $ENV{'EXTENSION'}; >I am getting an automated email from "rt_system", which does not have a >subject nor body. This emails keeps coming for every 30 minutes, how to stop >this. > >Thanks in advance. > >Regds, >Balan >_______________________________________________ >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 Sep 8 12:32:54 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 8 Sep 2004 12:32:54 -0400 Subject: [rt-users] Problems with RTx::Shredder! In-Reply-To: <413F1E52.3020709@desy.de> References: <413F1E52.3020709@desy.de> Message-ID: <20040908163254.GZ21338@chaka.net> Did you install the patch as well? On Wed, Sep 08, 2004 at 04:59:30PM +0200, Sven Sternberger wrote: > Hello! > > I'm running RT3.0.11 on a debian sarge box. Now I installed > RTx::Shredder v0.01. But the "demo" programm, don't work :-( > > > #!/usr/bin/perl > > use lib "/usr/share/request-tracker3/lib"; > > use RTx::Shredder; > > RTx::Shredder::Init(); > my $deleted = RT::Tickets->new( $RT::SystemUser ); > $deleted->{'allow_deleted_search'} = 1; > $deleted->Limit( VALUE => 'deleted' ); > print "Start wipeout\n"; > while( my $t = $deleted->Next ) { > print "."; > $t->Wipeout; > } > print "\nEnded\n"; > > > gives me: > >> > rt3:~# ./purge_dead_with_shredder.pl > Start wipeout > [Wed Sep 8 15:00:18 2004] [error]: RestrictionsToClauses: I don't know > about yet at /usr/share/request-tracker3/lib/RT/Tickets_Overlay.pm line > 1984. > (/usr/share/request-tracker3/lib/RT/Tickets_Overlay.pm:2064) > > Ended > << > > best regards! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Wed Sep 8 13:26:29 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 08 Sep 2004 21:26:29 +0400 Subject: [rt-users] RTx::Shredder questions/bugs/feature requests. Message-ID: <413F40C5.8040906@acronis.ru> Hello, folks. If you are going to ask question about RTx::Shredder distribution on this or other lists then please add me to Cc. You can use any my address. One is in RTx::Shredder POD. All that is listed in subject is wellcome. Best regards. Ruslan. From Richard.Ellis at Sun.COM Wed Sep 8 14:30:46 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Wed, 08 Sep 2004 19:30:46 +0100 Subject: [rt-users] User Password changes Message-ID: <1094668245.40357.46.camel@sr-egmp02-01> Hi, For a whole load of reasons, including Murphy's law that users, given access rights will play and probably break things, we run RT in a 'Black Box' style mode, with only two people who have the ability to update user profiles, add or modify scripts, groups, users etc. One common RFE request we get is so that users can update their own passwords. Is there a way to grant just this right to the userbase, without giving them a load of other access rights? Thanks Rik From bobg at uic.edu Wed Sep 8 15:02:40 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 08 Sep 2004 14:02:40 -0500 Subject: [rt-users] User Password changes In-Reply-To: Your message of "Wed, 08 Sep 2004 19:30:46 BST." <1094668245.40357.46.camel@sr-egmp02-01> Message-ID: <200409081902.i88J2fSl000437@shark.cc.uic.edu> On a similar note, I'd like a way to give some consultants the ability to update the phone, organization, comments, about a user, without giving them the ability to update the name or email or password. bobg >Hi, > >For a whole load of reasons, including Murphy's law that users, given >access rights will play and probably break things, we run RT in a 'Black >Box' style mode, with only two people who have the ability to update >user profiles, add or modify scripts, groups, users etc. > >One common RFE request we get is so that users can update their own >passwords. Is there a way to grant just this right to the userbase, >without giving them a load of other access rights? > >Thanks > >Rik > >_______________________________________________ >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 Wed Sep 8 15:55:00 2004 From: danno at internet2.edu (Dan Pritts) Date: Wed, 8 Sep 2004 15:55:00 -0400 Subject: [rt-users] Performance Issues Message-ID: <20040908195500.GA18731@internet2.edu> Hi all - I am new to the list and reasonably new to RT. I saw the thread with Jon Masters et. al. last month talking about performance issues with RT 3. 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 wait was for the History section to come up). things are definitely better now that i'm starting 10 fcgi processes but it still seems slow. I can move to faster hardware but it is worrisome that this is a problem already. Any updates? danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile From hegbloom at pdx.edu Wed Sep 8 16:41:32 2004 From: hegbloom at pdx.edu (Karl Hegbloom) Date: Wed, 08 Sep 2004 13:41:32 -0700 Subject: [rt-users] Utility to clear out 'deleted' tickets? Message-ID: <1094676092.18811.123.camel@localhost> Does anyone have a utility to clear out tickets marked as 'deleted'? -- Karl Hegbloom (o_ mailto:hegbloom at pdx.edu //\ jabber:karlheg at jabber.org V_/_ yahoo:karlheg From dlattka at caltech.edu Wed Sep 8 17:35:47 2004 From: dlattka at caltech.edu (Dennis Lattka) Date: Wed, 08 Sep 2004 14:35:47 -0700 Subject: [rt-users] Reverse Histroy listing in ticket Message-ID: <413F7B33.6070201@caltech.edu> Hi, I'd like to be able to reverse the listing order in the history part of a ticket. What happens is there to scroll down to the last email sent is sometimes difficult as it can take a while to do so if there are quite a few. Where do I start? Thanks in advance. -- Dennis Lattka dlattka at caltech.edu Virtual Rooms Videconferencing Systems http://www.vrvs.org California Institute of Technology http://www.caltech.edu From ray.walters at kiffanalytical.com Wed Sep 8 18:04:38 2004 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Wed, 08 Sep 2004 15:04:38 -0700 Subject: [rt-users] Reverse Histroy listing in ticket In-Reply-To: <413F7B33.6070201@caltech.edu> References: <413F7B33.6070201@caltech.edu> Message-ID: <413F81F6.8050001@kiffanalytical.com> I was just looking at this, actually, and I found this helpful: http://rt3.fsck.com/Ticket/Display.html?id=5270&user=guest&pass=guest Dennis Lattka wrote: > Hi, > I'd like to be able to reverse the listing order in the history part of > a ticket. What happens is there to scroll down to the last email sent is > sometimes difficult as it can take a while to do so if there are quite a > few. Where do I start? > > Thanks in advance. > From dlattka at caltech.edu Wed Sep 8 18:24:52 2004 From: dlattka at caltech.edu (Dennis Lattka) Date: Wed, 08 Sep 2004 15:24:52 -0700 Subject: [rt-users] Reverse Histroy listing in ticket In-Reply-To: <413F81F6.8050001@kiffanalytical.com> References: <413F7B33.6070201@caltech.edu> <413F81F6.8050001@kiffanalytical.com> Message-ID: <413F86B4.1020101@caltech.edu> Excellent! Perfect. Thank you. Ray Walters wrote: > I was just looking at this, actually, and I found this helpful: > > http://rt3.fsck.com/Ticket/Display.html?id=5270&user=guest&pass=guest > > > > Dennis Lattka wrote: > >> Hi, >> I'd like to be able to reverse the listing order in the history part >> of a ticket. What happens is there to scroll down to the last email >> sent is sometimes difficult as it can take a while to do so if there >> are quite a few. Where do I start? >> >> Thanks in advance. >> > -- Dennis Lattka dlattka at caltech.edu Virtual Rooms Videconferencing Systems http://www.vrvs.org California Institute of Technology http://www.caltech.edu From jens at cyber.com.au Wed Sep 8 23:35:22 2004 From: jens at cyber.com.au (Jens Porup) Date: Thu, 9 Sep 2004 13:35:22 +1000 Subject: [rt-users] rt --help barfs In-Reply-To: <413ED659.7060907@sun.com> References: <20040906074105.GB14281@vanilla.office.cyber.com.au> <413ED659.7060907@sun.com> Message-ID: <20040909033522.GA9806@vanilla.office.cyber.com.au> On Wed, Sep 08, 2004 at 11:52:25AM +0200, Ruediger Riediger wrote: > Jens Porup wrote: > > /opt/rt3/bin/rt --help > > > >When I do the above in RT (3.0.11, I think), I get: > > There is a known bug in rt-cli: > > *** /opt/rt3/bin/rt.ORIG > --- /opt/rt3/bin/rt > *************** > *** 129,133 **** > $help{$title} = $item->[2]{Text}; > } > - } > } > > --- 129,132 ---- > > > This should fix it. Thanks! ...but when I run rt --help, I still get: Modification of a read-only value attempted at /usr/bin/rt line 1128. Ideas? Jens From bobg at uic.edu Thu Sep 9 00:30:50 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 08 Sep 2004 23:30:50 -0500 Subject: [rt-users] privacy of saved searches Message-ID: <200409090430.i894UoDU002848@shark.cc.uic.edu> I swear this was discussed, but I can't find it in the archives. Or wiki. Sorry. When I make a saved search, the only privacy option I have is "my saved searches". What if I want to share the search with other consultants? I've turned on all the relevant privs I can find, but that drop-down never seems to offer me alternatives. How does the privacy system work. (I have RT 3.2.0) bobg From jesse at bestpractical.com Thu Sep 9 00:35:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Sep 2004 00:35:26 -0400 Subject: [rt-users] privacy of saved searches In-Reply-To: <200409090430.i894UoDU002848@shark.cc.uic.edu> References: <200409090430.i894UoDU002848@shark.cc.uic.edu> Message-ID: <20040909043526.GH5912@pallas.eruditorum.org> On Wed, Sep 08, 2004 at 11:30:50PM -0500, Bob Goldstein wrote: > > I swear this was discussed, but I can't find it in the archives. > Or wiki. Sorry. > > When I make a saved search, the only privacy option I have > is "my saved searches". What if I want to share the > search with other consultants? I've turned on all > the relevant privs I can find, but that drop-down > never seems to offer me alternatives. How does the > privacy system work. (I have RT 3.2.0) Create some groups. Make yourself a member of those groups. Grant yourself the right to save searches for those groups. > bobg > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jparsons-lists at saffron.net Thu Sep 9 00:34:53 2004 From: jparsons-lists at saffron.net (Jason Parsons) Date: Thu, 9 Sep 2004 00:34:53 -0400 Subject: [rt-users] rt --help barfs In-Reply-To: <20040909033522.GA9806@vanilla.office.cyber.com.au> References: <20040906074105.GB14281@vanilla.office.cyber.com.au> <413ED659.7060907@sun.com> <20040909033522.GA9806@vanilla.office.cyber.com.au> Message-ID: <985B7004-0219-11D9-A2C2-000393D56A8A@saffron.net> > ...but when I run rt --help, I still get: > > Modification of a read-only value attempted at /usr/bin/rt line 1128. Go to line 1126, and add: local $_; Sorry, don't have a patch (or, for that matter, the source) in front of me, but I'm pretty sure the above will resolve your issue. - Jason From jens at cyber.com.au Thu Sep 9 01:04:39 2004 From: jens at cyber.com.au (Jens Porup) Date: Thu, 9 Sep 2004 15:04:39 +1000 Subject: [rt-users] rt --help barfs In-Reply-To: <985B7004-0219-11D9-A2C2-000393D56A8A@saffron.net> References: <20040906074105.GB14281@vanilla.office.cyber.com.au> <413ED659.7060907@sun.com> <20040909033522.GA9806@vanilla.office.cyber.com.au> <985B7004-0219-11D9-A2C2-000393D56A8A@saffron.net> Message-ID: <20040909050439.GB9806@vanilla.office.cyber.com.au> On Thu, Sep 09, 2004 at 12:34:53AM -0400, Jason Parsons wrote: > > >...but when I run rt --help, I still get: > > > > Modification of a read-only value attempted at /usr/bin/rt line 1128. > > > Go to line 1126, and add: > local $_; > > Sorry, don't have a patch (or, for that matter, the source) in front of > me, but I'm pretty sure the above will resolve your issue. Thanks for the suggestion, but I'm afraid it didn't work. I tried adding 'local $_;' where you suggested, and also at lines 1127 and 1128 (inside the do loop and inside the while loop). This is the sub in questions: # Makes a hash of the specified configuration file. sub parse_config_file { my %cfg; my ($file) = @_; open(CFG, $file) && do { while () { chomp; next if (/^#/ || /^\s*$/); if (/^(user|passwd|server|query|orderby)\s+(.*)\s?$/) { $cfg{$1} = $2; } else { die "rt: $file:$.: unknown configuration directive.\n"; } } }; return %cfg; } Jens From jesse at bestpractical.com Thu Sep 9 01:47:30 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Sep 2004 01:47:30 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040908195500.GA18731@internet2.edu> References: <20040908195500.GA18731@internet2.edu> Message-ID: <20040909054730.GK5912@pallas.eruditorum.org> On Wed, Sep 08, 2004 at 03:55:00PM -0400, Dan Pritts wrote: > Hi all - > > I am new to the list and reasonably new to RT. > > I saw the thread with Jon Masters et. al. last month talking about > performance issues with RT 3. > > 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 Dan, It might help for you to talk about how you've configured mysql to make use of the system's ram, made sure that the system isn't swapping, that most of the CPU time seems to be in the database or in perl, what versions of things other than RT you're running, etc. Lately, we've been seeing performance numbers of between .6 seconds and 2 seconds for ticket display in systems with about 10,000 tickets in them. Jesse From JChen at paymentone.com Thu Sep 9 01:51:50 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 8 Sep 2004 22:51:50 -0700 Subject: [rt-users] Performance Issues Message-ID: <6D6E09D687772640AA41F009EB85FE050574233D@CPMAL00.corpnet.p1.local> > > It might help for you to talk about how you've configured mysql > to make use of the system's ram, made sure that the system isn't > swapping, that most of the CPU time seems to be in the database or in > perl, what versions of things other than RT you're running, etc. Lately, > we've been seeing performance numbers of between .6 seconds and 2 > seconds for ticket display in systems with about 10,000 tickets in them. > make sure the system is not swapping? Will the speed increase with swapping turned off with RT 3.0.11, perl 5.8.3, and Fastcgi? -------------------------------------------------------- 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 ch at westend.com Thu Sep 9 03:56:44 2004 From: ch at westend.com (Christian Hammers) Date: Thu, 9 Sep 2004 09:56:44 +0200 Subject: [rt-users] Re: Performance Issues (a bug?) In-Reply-To: <20040908195500.GA18731@internet2.edu> References: <20040908195500.GA18731@internet2.edu> Message-ID: <20040909075644.GA3801@westend.com> Hello 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- -- 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 danie.marais at attix5.com Thu Sep 9 04:38:53 2004 From: danie.marais at attix5.com (Danie Marais) Date: Thu, 9 Sep 2004 10:38:53 +0200 Subject: [rt-users] Customizing a scrip to prevent too many mails References: <01c001c49594$7f7c0870$0a14a8c0@danie> <413F14BC.2090603@acronis.ru> Message-ID: <2ba201c49648$7029b610$0a14a8c0@danie> That will work 100% Thanks a lot, Ruslan! Danie ----- Original Message ----- From: "Ruslan U. Zakirov" To: "Danie Marais" Cc: Sent: Wednesday, September 08, 2004 4:18 PM Subject: Re: [rt-users] Customizing a scrip to prevent too many mails > As far as I know if you use one notify action then module will sent only > one mail to the recipient. > Then you can add record to DB that represent action 'Notify Owner and > AdminCc'. > Table: ScripActions > Fields: > ExecModule: Notify (or NotifyAsComment) > Argument: Owner,AdminCc > Other fields fill as you wish(see other records in table as examples). > > Best regards. Ruslan. > > > > Danie Marais wrote: > > Hi list, > > > > I have a scrip to notify the owner of any correspondence. But the owner > > is always an AdminCC as well since they watch all activity in the > > queue. So he ends up getting two mails when a requestor sends > > correspondence. > > > > How can I prevent that? I was thinking of a custom condition in the > > scip sending emails to the AdminCC watchers to check if the owner is one > > of the AdminCC's, then remove him from the recipient list. Or something > > to that effect? > > > > Regards, > > Danie > > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Thu Sep 9 04:54:54 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 09 Sep 2004 12:54:54 +0400 Subject: [rt-users] Reverse Histroy listing in ticket In-Reply-To: <413F86B4.1020101@caltech.edu> References: <413F7B33.6070201@caltech.edu> <413F81F6.8050001@kiffanalytical.com> <413F86B4.1020101@caltech.edu> Message-ID: <41401A5E.7090205@acronis.ru> I've added this it to http://wiki.bestpractical.com/?FAQ and http://wiki.bestpractical.com/?ReverseHistoryOrder Please, check gramar. Also may be you can add more notes cause you use this feature :) Best regards. Ruslan. Dennis Lattka wrote: > Excellent! Perfect. > Thank you. > > Ray Walters wrote: > >> I was just looking at this, actually, and I found this helpful: >> >> http://rt3.fsck.com/Ticket/Display.html?id=5270&user=guest&pass=guest >> >> >> >> Dennis Lattka wrote: >> >>> Hi, >>> I'd like to be able to reverse the listing order in the history part >>> of a ticket. What happens is there to scroll down to the last email >>> sent is sometimes difficult as it can take a while to do so if there >>> are quite a few. Where do I start? >>> >>> Thanks in advance. >>> >> > From sven.sternberger at desy.de Thu Sep 9 05:18:45 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 09 Sep 2004 11:18:45 +0200 Subject: [rt-users] Problems with RTx::Shredder! In-Reply-To: <413F2FAB.3060802@acronis.ru> References: <413F1E52.3020709@desy.de> <413F2FAB.3060802@acronis.ru> Message-ID: <41401FF5.5060301@desy.de> Hi Ruslan! first thanks for your help and the script. we really needed such a tool, because our database will probably reach 2gig at the end of the year. > Hmmm. As I see users a little bit confused with my distribution :( You are right, it's your fault ;-) my proposals 1.) Correct the example script http://search.cpan.org/~ruz/RTx-Shredder-0.01/lib/RTx/Shredder.pm -$deleted->Limit( VALUE => 'deleted' ); +$deleted->LimitStatus( VALUE => 'deleted' ); 2.) Note the installed scripts in README 3.) Note that it is >> necessary << to install the patch. (So this was my second fault/thank you Todd). For our absolute beginners the "patch -p0 ...." line 4.) Some hints for users of the debian distribution, because some path are different, so I had to modify the Makefile to get the installer work. and a question isn't it possible to put all the affected files in the local tree? so i don't have to touch the files of the distribution best regards sven > > Did you see `rtx-shredder` script? It should be installed with > RTx::Shredder under /path/to/rt3/local/sbin path. > > RTx::Shredder currently is more API then end-user tool. For end-user > there is two scripts `rtx-shredder` and `rtx-validator`. Both under > 'local/sbin'. > > I'll try to update docs to be more clear on this topic in next release. > > > Best regards. Ruslan. > > PS: See also comment below about your error. > > Sven Sternberger wrote: > >> Hello! >> >> I'm running RT3.0.11 on a debian sarge box. Now I installed >> RTx::Shredder v0.01. But the "demo" programm, don't work :-( >> >> >> #!/usr/bin/perl >> >> use lib "/usr/share/request-tracker3/lib"; >> >> use RTx::Shredder; >> >> RTx::Shredder::Init(); >> my $deleted = RT::Tickets->new( $RT::SystemUser ); >> $deleted->{'allow_deleted_search'} = 1; >> $deleted->Limit( VALUE => 'deleted' ); > > > You forgot "FIELD => 'Status'" here. > > >> print "Start wipeout\n"; >> while( my $t = $deleted->Next ) { >> print "."; >> $t->Wipeout; >> } >> print "\nEnded\n"; >> From cubic at acronis.ru Thu Sep 9 06:30:04 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 09 Sep 2004 14:30:04 +0400 Subject: [rt-users] Problems with RTx::Shredder! In-Reply-To: <41401FF5.5060301@desy.de> References: <413F1E52.3020709@desy.de> <413F2FAB.3060802@acronis.ru> <41401FF5.5060301@desy.de> Message-ID: <414030AC.9040403@acronis.ru> Sven Sternberger wrote: > Hi Ruslan! > > first thanks for your help and the script. we really needed > such a tool, because our database will probably reach > 2gig at the end of the year. > >> Hmmm. As I see users a little bit confused with my distribution :( > > > You are right, it's your fault ;-) > my proposals > 1.) Correct the example script > http://search.cpan.org/~ruz/RTx-Shredder-0.01/lib/RTx/Shredder.pm > -$deleted->Limit( VALUE => 'deleted' ); > +$deleted->LimitStatus( VALUE => 'deleted' ); Oops, my fault. I'll fix it. > 2.) Note the installed scripts in README ok. > 3.) Note that it is >> necessary << to install the patch. (So this > was my second fault/thank you Todd). For our absolute beginners the > "patch -p0 ...." line ok. > 4.) Some hints for users of the debian distribution, because some path > are different, so I had to modify the Makefile to get the installer > work. I use Module::Install::RTx and I thought that it gets file pathes from current RT instance. Please, send me output from `perl Makefile.PL` For me it's: > sudo perl Makefile.PL Using RT configurations from /opt/rt3/lib/RT.pm: ./lib => /opt/rt3/local/lib ./sbin => /opt/rt3/local/sbin You should have different output. > > and a question isn't it possible to put all the affected files > in the local tree? so i don't have to touch the files of the > distribution This patch was discussed with Jesse and should be accepted to 3.0.12 and 3.2.2 without changes. So patch is attached only while RT doesn't support searches on deleted tickets. > > best regards > > sven > > > >> >> Did you see `rtx-shredder` script? It should be installed with >> RTx::Shredder under /path/to/rt3/local/sbin path. >> >> RTx::Shredder currently is more API then end-user tool. For end-user >> there is two scripts `rtx-shredder` and `rtx-validator`. Both under >> 'local/sbin'. >> >> I'll try to update docs to be more clear on this topic in next release. >> >> >> Best regards. Ruslan. >> >> PS: See also comment below about your error. >> >> Sven Sternberger wrote: >> >>> Hello! >>> >>> I'm running RT3.0.11 on a debian sarge box. Now I installed >>> RTx::Shredder v0.01. But the "demo" programm, don't work :-( >>> >>> >>> #!/usr/bin/perl >>> >>> use lib "/usr/share/request-tracker3/lib"; >>> >>> use RTx::Shredder; >>> >>> RTx::Shredder::Init(); >>> my $deleted = RT::Tickets->new( $RT::SystemUser ); >>> $deleted->{'allow_deleted_search'} = 1; >>> $deleted->Limit( VALUE => 'deleted' ); >> >> >> >> You forgot "FIELD => 'Status'" here. >> >> >>> print "Start wipeout\n"; >>> while( my $t = $deleted->Next ) { >>> print "."; >>> $t->Wipeout; >>> } >>> print "\nEnded\n"; >>> > From hwagener at hamburg.fcb.com Thu Sep 9 06:39:45 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 9 Sep 2004 12:39:45 +0200 Subject: [rt-users] rt --help barfs In-Reply-To: <20040909033522.GA9806@vanilla.office.cyber.com.au> References: <20040906074105.GB14281@vanilla.office.cyber.com.au> <413ED659.7060907@sun.com> <20040909033522.GA9806@vanilla.office.cyber.com.au> Message-ID: <911F12E6-024C-11D9-A6E8-003065DC18B8@hamburg.fcb.com> Am 09.09.2004 um 05:35 schrieb Jens Porup: > On Wed, Sep 08, 2004 at 11:52:25AM +0200, Ruediger Riediger wrote: >> [snip] >> This should fix it. > > Thanks! > > ...but when I run rt --help, I still get: > > Modification of a read-only value attempted at /usr/bin/rt line 1128. > > Ideas? > Do You have an .rtrc for the user calling rt? I had to create one (an empty one) to actually get at the help texts that told me what to put inside. Regards, Harald From danie.marais at attix5.com Thu Sep 9 06:43:34 2004 From: danie.marais at attix5.com (Danie Marais) Date: Thu, 9 Sep 2004 12:43:34 +0200 Subject: [rt-users] Customizing a scrip to prevent too many mails References: <01c001c49594$7f7c0870$0a14a8c0@danie> <413F14BC.2090603@acronis.ru> Message-ID: <2cad01c49659$db589d50$0a14a8c0@danie> Ruslan, I did as you suggested and it works fine. The mail contains the owner in the To: field and all AdminCC's with the owner again in the Bcc: field, but the mail server only delivers one email to the owner - even though he is in the To and Bcc fields. Which kinda sounds like the right thing to do :) Thanks again for the help. Danie > As far as I know if you use one notify action then module will sent only > one mail to the recipient. > Then you can add record to DB that represent action 'Notify Owner and > AdminCc'. > Table: ScripActions > Fields: > ExecModule: Notify (or NotifyAsComment) > Argument: Owner,AdminCc > Other fields fill as you wish(see other records in table as examples). > > Best regards. Ruslan. > > > > Danie Marais wrote: > > Hi list, > > > > I have a scrip to notify the owner of any correspondence. But the owner > > is always an AdminCC as well since they watch all activity in the > > queue. So he ends up getting two mails when a requestor sends > > correspondence. > > > > How can I prevent that? I was thinking of a custom condition in the > > scip sending emails to the AdminCC watchers to check if the owner is one > > of the AdminCC's, then remove him from the recipient list. Or something > > to that effect? > > > > Regards, > > Danie > > > > From sven.sternberger at desy.de Thu Sep 9 07:39:30 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 09 Sep 2004 13:39:30 +0200 Subject: [rt-users] Problems with RTx::Shredder! In-Reply-To: <414030AC.9040403@acronis.ru> References: <413F1E52.3020709@desy.de> <413F2FAB.3060802@acronis.ru> <41401FF5.5060301@desy.de> <414030AC.9040403@acronis.ru> Message-ID: <414040F2.6060204@desy.de> Hi Ruslan! >> 4.) Some hints for users of the debian distribution, because some path >> are different, so I had to modify the Makefile to get the installer >> work. > > I use Module::Install::RTx and I thought that it gets file pathes from > current RT instance. > Please, send me output from `perl Makefile.PL` this are the result on a untweaked debian: Using RT configurations from /usr/share/request-tracker3/lib/RT.pm: ./lib => /usr/local/share/request-tracker3/lib ./sbin => /usr/local/share/request-tracker3/sbin configure: creating ./config.status config.status: creating sbin/rtx-shredder config.status: creating sbin/rtx-validator config.status: creating lib/RTx/Shredder.pm Writing Makefile for RTx::Shredder okay what seems to be not okay is in Makefile SITEPREFIX = $(PREFIX)/local (Makefile) SITEPREFIX = /usr/local/share/request-tracker3 (debian) and the rt sbin dir is under debian in: /usr/sbin but sorry yesterday I also installed ExtractCustomFieldValues which failed due to a wrong path to rt-setup-database. so in the case of shredder it is minor important. it worked out of the box. best regards (and thanks for 6500 wiped out tickets :-) sven From cubic at acronis.ru Thu Sep 9 09:01:00 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 09 Sep 2004 17:01:00 +0400 Subject: [rt-users] Problems with RTx::Shredder! In-Reply-To: <414040F2.6060204@desy.de> References: <413F1E52.3020709@desy.de> <413F2FAB.3060802@acronis.ru> <41401FF5.5060301@desy.de> <414030AC.9040403@acronis.ru> <414040F2.6060204@desy.de> Message-ID: <4140540C.9060805@acronis.ru> Sven Sternberger wrote: > Hi Ruslan! > > >>> 4.) Some hints for users of the debian distribution, because some path >>> are different, so I had to modify the Makefile to get the installer >>> work. >> >> >> I use Module::Install::RTx and I thought that it gets file pathes from >> current RT instance. >> Please, send me output from `perl Makefile.PL` > > > this are the result on a untweaked debian: > Using RT configurations from /usr/share/request-tracker3/lib/RT.pm: > ./lib => /usr/local/share/request-tracker3/lib > ./sbin => /usr/local/share/request-tracker3/sbin > configure: creating ./config.status > config.status: creating sbin/rtx-shredder > config.status: creating sbin/rtx-validator > config.status: creating lib/RTx/Shredder.pm > Writing Makefile for RTx::Shredder > > okay what seems to be not okay is in Makefile > SITEPREFIX = $(PREFIX)/local (Makefile) > SITEPREFIX = /usr/local/share/request-tracker3 (debian) > > and the rt sbin dir is under debian in: > /usr/sbin RT has main(core) dirs and also local dirs(for overriding). RTx::Shredder must be installed under local dirs. :( I realize that I can't take it from RT.pm so can't guess where local sbin dir is :( nor main. > > but sorry yesterday I also installed ExtractCustomFieldValues > which failed due to a wrong path to rt-setup-database. so > in the case of shredder it is minor important. it worked out > of the box. > > best regards (and thanks for 6500 wiped out tickets :-) Glad to hear that Shredder do its job. > > sven From alex at longhill.brighton-hove.sch.uk Thu Sep 9 09:12:07 2004 From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington) Date: Thu, 9 Sep 2004 14:12:07 +0100 Subject: [rt-users] Re: Performance Issues (a bug?) Message-ID: <74A42BEEBFCE024C95082F9FCCEC40D30215D371@mcmail.mail.longhill.brighton-hove.sch.uk> > So Any ideas what could cause such a delay? For the record we're on 3.2.1 and while it is slower than 3.0.11 which we were using before we're still getting load times of around 1 second on very modest hardware - (AMD Athlon 2000XP, 256MB RAM, IDE HDDs). We're up to ~5000 tickets at present. Cheers Alex From nate at natetech.com Thu Sep 9 09:13:12 2004 From: nate at natetech.com (Nate Duehr) Date: Thu, 9 Sep 2004 07:13:12 -0600 Subject: [rt-users] Performance Issues In-Reply-To: <20040909054730.GK5912@pallas.eruditorum.org> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> Message-ID: <00BBC21A-0262-11D9-BC1D-000A95C12022@natetech.com> On Sep 8, 2004, at 11:47 PM, Jesse Vincent wrote: > It might help for you to talk about how you've configured mysql > to make use of the system's ram, made sure that the system isn't > swapping, that most of the CPU time seems to be in the database or in > perl, what versions of things other than RT you're running, etc. > Lately, > we've been seeing performance numbers of between .6 seconds and 2 > seconds for ticket display in systems with about 10,000 tickets in > them. Jesse, You may want to further quantify what "ticket display" really means. Full ticket display Default ticket listing on first page Etc. And on what type of hardware this performance is seen on. -- Nate Duehr, nate at natetech.com From rt at chaka.net Thu Sep 9 09:31:35 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 9 Sep 2004 09:31:35 -0400 Subject: [rt-users] Utility to clear out 'deleted' tickets? In-Reply-To: <1094676092.18811.123.camel@localhost> References: <1094676092.18811.123.camel@localhost> Message-ID: <20040909133135.GB21338@chaka.net> http://www.google.com/search?hl=en&ie=UTF-8&c2coff=1&q=rtx+shredder&spell=1 On Wed, Sep 08, 2004 at 01:41:32PM -0700, Karl Hegbloom wrote: > Does anyone have a utility to clear out tickets marked as 'deleted'? > > -- > Karl Hegbloom > (o_ mailto:hegbloom at pdx.edu > //\ jabber:karlheg at jabber.org > V_/_ yahoo:karlheg > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From carlosjmateo at gmail.com Thu Sep 9 10:25:35 2004 From: carlosjmateo at gmail.com (Carlos Mateo) Date: Thu, 9 Sep 2004 14:25:35 +0000 Subject: [rt-users] Oracle 8 and RT 3.2.1 Message-ID: I get the following error whenever I try to do anything that includes displaying groups. I can add groups. but they do not show up, though I can go into the database and show them. Any help/patch would be appreciated. [Thu Sep 9 14:22:49 2004] [warning]: DBD::Oracle::db prepare failed: ORA-00928: missing SELECT keyword (DBD ERROR: error possibly near <*> indicator at char 51 in 'SELECT main.* FROM ( SELECT DISTINCT main.id FROM (<*>Groups main LEFT JOIN Principals Principals_1 ON ( main.id = Principals_1.id)) WHERE ((Principals_1.Disabled = '0')) AND ((main.Domain = 'UserDefined')) ) distinctquery, Groups main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC') [for Statement "SELECT main.* FROM ( SELECT DISTINCT main.id FROM (Groups main LEFT JOIN Principals Principals_1 ON ( main.id = Principals_1.id)) WHERE ((Principals_1.Disabled = '0')) AND ((main.Domain = 'UserDefined')) ) distinctquery, Groups main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC"] at /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder.pm line 139. (/apps/rt3/lib/RT.pm:250) From mbochynski at audiumcorp.com Thu Sep 9 10:30:53 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Thu, 09 Sep 2004 10:30:53 -0400 Subject: [rt-users] Password changes In-Reply-To: <20040909054730.GK5912@pallas.eruditorum.org> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> Message-ID: <1094740252.1228.2.camel@europium.audiumcorp.com> Hi all, Is ModifySelf an enough setting for users (group everyone) to be able to change their password? Or am I giving them too much of a happy modifications to their profile? I want them to be able to change password only. Michael From jesse at bestpractical.com Thu Sep 9 11:57:55 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Sep 2004 11:57:55 -0400 Subject: [rt-users] Oracle 8 and RT 3.2.1 In-Reply-To: References: Message-ID: <20040909155755.GO5912@pallas.eruditorum.org> On Thu, Sep 09, 2004 at 02:25:35PM +0000, Carlos Mateo wrote: > I get the following error whenever I try to do anything that includes > displaying groups. I can add groups. but they do not show up, though > I can go into the database and show them. Any help/patch would be > appreciated. RT supports Oracle 9iR2 and newer. Oracle 8 didn't have all the bits we need. Jesse From Scott.Morehead at pliantcorp.com Thu Sep 9 12:05:15 2004 From: Scott.Morehead at pliantcorp.com (Scott Morehead) Date: Thu, 9 Sep 2004 12:05:15 -0400 Subject: [rt-users] Looking for some guidance Message-ID: I am currently evaluating several Help Desk packages and would love to see RT up and running. I work in Newport News Virginia and would be willing to travel as far as Virginia Beach or Richmond if someone is willing to take an hour out of their schedule to show me the ropes. Thanks in advance. Scott Morehead Network Administrator Pliant Corp W - 757-820-0163 F - 757-888-6032 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Sep 9 12:00:39 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Sep 2004 12:00:39 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <6D6E09D687772640AA41F009EB85FE050574233D@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE050574233D@CPMAL00.corpnet.p1.local> Message-ID: <20040909160039.GP5912@pallas.eruditorum.org> On Wed, Sep 08, 2004 at 10:51:50PM -0700, Jonathan Chen wrote: > > > > It might help for you to talk about how you've configured mysql > > to make use of the system's ram, made sure that the system isn't > > swapping, that most of the CPU time seems to be in the database or in > > perl, what versions of things other than RT you're running, etc. Lately, > > we've been seeing performance numbers of between .6 seconds and 2 > > seconds for ticket display in systems with about 10,000 tickets in them. > > > > make sure the system is not swapping? Will the speed increase with swapping turned off with RT 3.0.11, perl 5.8.3, and Fastcgi? I didn't mean "configured without swap" so much as "not actively using swap while trying to serve out requests." -- From vivek at khera.org Thu Sep 9 12:18:04 2004 From: vivek at khera.org (Vivek Khera) Date: Thu, 9 Sep 2004 12:18:04 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040909054730.GK5912@pallas.eruditorum.org> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> Message-ID: On Sep 9, 2004, at 1:47 AM, Jesse Vincent wrote: > we've been seeing performance numbers of between .6 seconds and 2 > seconds for ticket display in systems with about 10,000 tickets in > them. > For me, the biggest indicator of how long it will take to display a ticket is how much correspondence it has, and if any of those include large attachments such as files. There is a direct correlation between number and size with the time to display. -------------- 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 Thu Sep 9 12:21:03 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Sep 2004 12:21:03 -0400 Subject: [rt-users] Performance Issues In-Reply-To: References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> Message-ID: <20040909162103.GR5912@pallas.eruditorum.org> > For me, the biggest indicator of how long it will take to display a > ticket is how much correspondence it has, and if any of those include > large attachments such as files. There is a direct correlation between > number and size with the time to display. That's something that should have been _wildly_ improved in RT 3.0.11 or so. Certainly here, we saw page loads drop from 5+ minutes for long tickets with multi-megabyte attachments to about 10 seconds for the longest ticket history pages. Jesse -- From vivek at khera.org Thu Sep 9 12:47:56 2004 From: vivek at khera.org (Vivek Khera) Date: Thu, 9 Sep 2004 12:47:56 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040909162103.GR5912@pallas.eruditorum.org> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909162103.GR5912@pallas.eruditorum.org> Message-ID: <0070BB38-0280-11D9-85CA-000A95D14982@khera.org> On Sep 9, 2004, at 12:21 PM, Jesse Vincent wrote: >> For me, the biggest indicator of how long it will take to display a >> ticket is how much correspondence it has, and if any of those include >> large attachments such as files. There is a direct correlation >> between >> number and size with the time to display. > > That's something that should have been _wildly_ improved in RT 3.0.11 > or > so. Certainly here, we saw page loads drop from 5+ minutes for long > tickets with multi-megabyte attachments to about 10 seconds for the > longest ticket history pages. > I can't say that I ever hit a 5+ minute ticket even with RT2. I'm seeing 20-30 second ticket loads. Most are within 4 or 5 seconds. There are a *lot* of sql queries per ticket display page, that's for sure! -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From danno at internet2.edu Thu Sep 9 14:26:33 2004 From: danno at internet2.edu (Dan Pritts) Date: Thu, 9 Sep 2004 14:26:33 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040909054730.GK5912@pallas.eruditorum.org> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> Message-ID: <20040909182633.GA1164@internet2.edu> On Thu, Sep 09, 2004 at 01:47:30AM -0400, Jesse Vincent wrote: > > I saw the thread with Jon Masters et. al. last month talking about > > performance issues with RT 3. > > > > 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 > > It might help for you to talk about Sorry for the lack of details - i was hoping there were some fixes that had been identified that I had missed in my perusal of the list archives. > how you've configured mysql > to make use of the system's ram, First, I don't think it's a database problem - see below re mason_handler CPU time. I haven't done anything beyond red hat/fedora's defaults. mysql is only using about 10 megs of RAM, FWIW. I am not running innodb. mysql 27143 0.0 1.0 33496 10916 ? S Aug06 2:48 /usr/libexec/mysqld --defaults-file=/etc/my.cnf --basedir=/usr --datadir=/var/lib/mysql --user=mysql --pid-file=/var/run/mysqld/mysqld.pid --skip-locking > made sure that the system isn't swapping, It's not. It has 1G of ram and does nothing beyond run processes beyond what's required for RT. It currently has 256M or so free, plus 256M or so used for file cache. The machine has 7200rpm scsi disks and is running software RAID1. > that most of the CPU time seems to be in the database or in > perl, definitely in perl. Mysql has used 3 minutes of CPU in about a month. my 10 mason_handler fcgi processes have used 2.5-3 mins each in the 24 hours since they were started. When i was running a single mason_handler fcgi process, I could watch the system with top and see that mason_handler was eating 100% of one of the CPUs while I waited (on the order of 5-10 seconds) for the ticket to display in my browser. FWIW fastCGI is running under apache's userid. > what versions of things other than RT you're running, etc. (from fedora core 1) mysql-3.23.58-4 httpd-2.0.49-1.1 perl-5.8.3-16 Linux branford.internet2.edu 2.4.22-1.2197.nptlsmp #1 SMP Thu Jul 1 15:05:23 EDT 2004 i686 i686 i386 GNU/Linux (built from source) mod_fastcgi-2.4.2 the long RT "make testdeps" output is at the end of this message. I just realized that rt was configured to log to a non-existent file where it did not have permissions to create one, so i don't have any log info for you. I should add for the record that I have been working on Unix systems since 1991. Someone else suggested that I should try falling back to RT 3.0.11. Based on the upgrade instructions it does not look like this is something I can do with my existing database. Am I correct on this? danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile [root at branford rt-3.2.1]# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS ...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.01...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found HTML::Scrubber 0.08...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Tree::Simple 1.04...found Scalar::Util ...found Module::Versions::Report ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found Apache::Test ...MISSING HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found From ben at vintela.com Thu Sep 9 14:27:27 2004 From: ben at vintela.com (Ben Bush) Date: Thu, 09 Sep 2004 12:27:27 -0600 Subject: [rt-users] Help with Custom Scrip/Template on Owner Change Message-ID: <4140A08F.8000501@vintela.com> I would like to send the entire history of a ticket in an email/template to the new owner. When we reassign tickets, the new owner has to visit the web interface to see the history on the particular ticket. Here is what I want to do: 1. Create Custom Scrip within the queue to execute on Owner Change 2. Use a Template or a Custom Action to notify new owner that they have a new ticket - In this notification, I want the entire history (excluding attachments) sent to the new owner. Thanks for any help. Ben Bush From m-liebman at northwestern.edu Thu Sep 9 14:44:47 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 9 Sep 2004 14:44:47 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040909182633.GA1164@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> Message-ID: <20040909184447.GA12533@SDF.LONESTAR.ORG> On Thu, Sep 09, 2004 at 02:26:33PM -0400, Dan Pritts wrote: > mysql is only using about 10 megs of RAM, FWIW. That's probably not ideal. Have a look at the sample mysql configurations and choose which one is appropriate for your setup, most likely the large. > I am not running innodb. That's bad. You really should be running innodb for RT. > It's not. It has 1G of ram and does nothing beyond run processes > beyond what's required for RT. It currently has 256M or so free, plus > 256M or so used for file cache. That doesn't mean its not swapping. You've forced mysql to use 10MB and no more of RAM. If it needs more, it will swap once it reaches it's limit, regardless of physical memory. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From jesse at bestpractical.com Thu Sep 9 14:50:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Sep 2004 14:50:26 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040909182633.GA1164@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> Message-ID: <20040909185026.GW5912@pallas.eruditorum.org> On Thu, Sep 09, 2004 at 02:26:33PM -0400, Dan Pritts wrote: > On Thu, Sep 09, 2004 at 01:47:30AM -0400, Jesse Vincent wrote: > > > I saw the thread with Jon Masters et. al. last month talking about > > > performance issues with RT 3. > > > > > > 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 > > > > It might help for you to talk about > > Sorry for the lack of details - i was hoping there were some fixes that > had been identified that I had missed in my perusal of the list archives. > > > how you've configured mysql > > to make use of the system's ram, > > First, I don't think it's a database problem - see below re > mason_handler CPU time. > > I haven't done anything beyond red hat/fedora's defaults. > > mysql is only using about 10 megs of RAM, FWIW. > > I am not running innodb. Ok. That tells us that 1) you're running mysql in the default configuration, which is optimized for a pentium 133 with 64 megs of RAM. That's a bad plan. and 2) you missed the note that said that InnoDB is a hard requirement. You _should_ see massively degraded performance if you're running without it. And also, database corruption. From Jimh at gtsservices.com Thu Sep 9 14:44:44 2004 From: Jimh at gtsservices.com (Jimh at gtsservices.com) Date: Thu, 9 Sep 2004 11:44:44 -0700 Subject: [rt-users] ldap Message-ID: Hello all, Does RT support LDAP? -Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From danno at internet2.edu Thu Sep 9 15:06:32 2004 From: danno at internet2.edu (Dan Pritts) Date: Thu, 9 Sep 2004 15:06:32 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040909184447.GA12533@SDF.LONESTAR.ORG> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> Message-ID: <20040909190632.GA5941@internet2.edu> On Thu, Sep 09, 2004 at 02:44:47PM -0400, Michael S. Liebman wrote: > On Thu, Sep 09, 2004 at 02:26:33PM -0400, Dan Pritts wrote: > > mysql is only using about 10 megs of RAM, FWIW. > > That's probably not ideal. Have a look at the sample mysql > configurations and choose which one is appropriate for your setup, > most likely the large. Where? Is this something I should be looking for on the mysql site? I couldn't find it in the RT documentation, the RT source, or the RT wiki. I'm surprised I need a "large" configuration for a database that does not yet have 100 tickets. > > It's not. It has 1G of ram and does nothing beyond run processes > > beyond what's required for RT. It currently has 256M or so free, plus > > 256M or so used for file cache. > > That doesn't mean its not swapping. You've forced mysql to use 10MB > and no more of RAM. If it needs more, it will swap once it reaches > it's limit, regardless of physical memory. It might be paging but it's not swapping. watching with "free" running in a 1-second loop shows zero swap usage. It has a 33M vsize (vs the 10M ram usage) so you might have something here - but it should not really be a performance problem on the level we are talking about if it is not actually swapping. Since the system file cache is holding everything in ram anyway, worst case it pages in the files that are already cached. I'm hardly a database expert, though. I can imagine that mysql might optimize for memory in doing its queries instead of optimizing for speed unless told otherwise - but is this really potentially taking 5-10 seconds to pull up one ticket? This doesn't explain why the system spends all this CPU time in mason_handler.cgi though, and I frankly find it difficult to believe that more than 10 megs of ram is needed for reasonable DB performance with a DB of less than 100 tickets. I will check into InnoDB. danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile From danno at internet2.edu Thu Sep 9 15:14:27 2004 From: danno at internet2.edu (Dan Pritts) Date: Thu, 9 Sep 2004 15:14:27 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040909185026.GW5912@pallas.eruditorum.org> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909185026.GW5912@pallas.eruditorum.org> Message-ID: <20040909191427.GB5941@internet2.edu> On Thu, Sep 09, 2004 at 02:50:26PM -0400, Jesse Vincent wrote: > Ok. That tells us that 1) you're running mysql in the default > configuration, which is optimized for a pentium 133 with 64 megs of RAM. > That's a bad plan. Nice. But is this really the problem here with a db with 100 tickets? > and 2) you missed the note that said that InnoDB is a > hard requirement. You _should_ see massively degraded performance if > you're running without it. And also, database corruption. Whoops. I must have modified the my.cnf after installing RT. I probably did this to turn on skip-networking and copied the skip-innodb from another server without remembering it was necessary. However, i've turned it on, and restarted mysql, and there's no apparent effect. Things still take a long time, and mason_handler.fcgi processes still eat the CPU (visible via top) while I'm waiting for the web requests to be fulfilled. thanks for all your help. danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile From Jimh at gtsservices.com Thu Sep 9 15:03:36 2004 From: Jimh at gtsservices.com (Jimh at gtsservices.com) Date: Thu, 9 Sep 2004 12:03:36 -0700 Subject: [rt-users] ldap Message-ID: Sorry for the html post :-) I'll also check the list archives for this info. -Jim ________________________________ From: Jimh at gtsservices.com [mailto:Jimh at gtsservices.com] Sent: Thursday, September 09, 2004 11:45 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] ldap Hello all, Does RT support LDAP? -Jim From rick.rezinas at qsent.com Thu Sep 9 15:13:42 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Thu, 09 Sep 2004 12:13:42 -0700 Subject: [rt-users] Performance Issues In-Reply-To: <20040909191427.GB5941@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909185026.GW5912@pallas.eruditorum.org> <20040909191427.GB5941@internet2.edu> Message-ID: <1094757222.29340.42.camel@cluck.qsent.com> yes. It will make a difference for you. You'll find example my.cnf files in /usr/local/src/mysql-standard-4.0.14-sun-solaris2.8-sparc/support-files/ (or wherever your source build is). Modify and place into /etc/ as my.cnf and restart the whole shebang. Give it a shot. On Thu, 2004-09-09 at 12:14, Dan Pritts wrote: > On Thu, Sep 09, 2004 at 02:50:26PM -0400, Jesse Vincent wrote: > > Ok. That tells us that 1) you're running mysql in the default > > configuration, which is optimized for a pentium 133 with 64 megs of RAM. > > That's a bad plan. > > Nice. But is this really the problem here with a db with 100 tickets? > > > and 2) you missed the note that said that InnoDB is a > > hard requirement. You _should_ see massively degraded performance if > > you're running without it. And also, database corruption. > > Whoops. I must have modified the my.cnf after installing RT. I probably > did this to turn on skip-networking and copied the skip-innodb from > another server without remembering it was necessary. > > However, i've turned it on, and restarted mysql, and there's no > apparent effect. Things still take a long time, and mason_handler.fcgi > processes still eat the CPU (visible via top) while I'm waiting for the > web requests to be fulfilled. > > thanks for all your help. > > danno > -- > dan pritts danno at internet2.edu > systems administrator 734/352-4953 office > internet2 734/834-7224 mobile > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Rick Rezinas Unix Systems Administrator Qsent, Inc. From serge.bianda at appiancorp.com Thu Sep 9 15:24:31 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Thu, 9 Sep 2004 15:24:31 -0400 Subject: [rt-users] Auto Reply Message-ID: Hello, Is there a way to have the auto reply "from field" to just say: email at domainname.com instead of " The default queue via RT [email at domainname.com]" Thanks Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From autrijus at autrijus.org Thu Sep 9 15:27:50 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 10 Sep 2004 03:27:50 +0800 Subject: [rt-users] Performance Issues In-Reply-To: <20040909191427.GB5941@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909185026.GW5912@pallas.eruditorum.org> <20040909191427.GB5941@internet2.edu> Message-ID: <20040909192750.GA78415@aut.dyndns.org> On Thu, Sep 09, 2004 at 03:14:27PM -0400, Dan Pritts wrote: > However, i've turned it on, and restarted mysql, and there's no > apparent effect. Sure, because by now your tables are in MyISAM instead of InnoDB. You need to somehow convert them using mysqldump or other techniques. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From les at futuresource.com Thu Sep 9 15:29:21 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 09 Sep 2004 14:29:21 -0500 Subject: [rt-users] Performance Issues In-Reply-To: <20040909190632.GA5941@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> Message-ID: <1094758161.14222.12.camel@moola.futuresource.com> On Thu, 2004-09-09 at 14:06, Dan Pritts wrote: > > That's probably not ideal. Have a look at the sample mysql > > configurations and choose which one is appropriate for your setup, > > most likely the large. > > Where? Is this something I should be looking for on the mysql > site? I couldn't find it in the RT documentation, the RT source, > or the RT wiki. It should have landed somewhere as part of the mysql install. For fedora it should be in /usr/share/mysql. There should be some examples 'my-large.cnf', 'my-huge.cnf', etc. 'locate' should find them if they are somewhere else on your system. > I'm surprised I need a "large" configuration for a database that does > not yet have 100 tickets. You tune more for the size of your RAM. > This doesn't explain why the system spends all this CPU time in > mason_handler.cgi though, and I frankly find it difficult to believe > that more than 10 megs of ram is needed for reasonable DB performance > with a DB of less than 100 tickets. Be sure you have let the system work a while before you start timing. Each fastcgi process will need to parse and compile the perl/mason code once the first time it hits it. Subsequent passes should be faster. You need more than one fcgi but probably way less than 10. --- Les Mikesell les at futuresource.com From danno at internet2.edu Thu Sep 9 15:46:44 2004 From: danno at internet2.edu (Dan Pritts) Date: Thu, 9 Sep 2004 15:46:44 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <1094758161.14222.12.camel@moola.futuresource.com> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> <1094758161.14222.12.camel@moola.futuresource.com> Message-ID: <20040909194644.GA15465@internet2.edu> On Thu, Sep 09, 2004 at 02:29:21PM -0500, Les Mikesell wrote: > It should have landed somewhere as part of the mysql install. For > fedora it should be in /usr/share/mysql. There should be some > examples 'my-large.cnf', 'my-huge.cnf', etc. 'locate' should find > them if they are somewhere else on your system. yes, found it, thanks. Now i'm using 300 megs of ram for mysql. But I apparently need to convert my existing tables into innodb format. > > I'm surprised I need a "large" configuration for a database that does > > not yet have 100 tickets. > > You tune more for the size of your RAM. ...but I wouldn't think i would need much ram for a database that has 100 tickets. Regardless, I've got the RAM and i've allocated it to mysql at this point. > Be sure you have let the system work a while before you start > timing. Each fastcgi process will need to parse and compile > the perl/mason code once the first time it hits it. Subsequent > passes should be faster. You need more than one fcgi but probably > way less than 10. Yes, I noticed when they started up they took maybe 10 CPU seconds each to get going. But they are persistent, have been running for over a day now. I am pretty confident this is not the issue. I didn't think i really needed that many fcgis but something i read suggested i should have one for each httpd. At this point it is extremely unlikely that we are hitting it with more than one or two concurrent users. I figured i had plenty of RAM so no need to be stingy with them. danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile From les at futuresource.com Thu Sep 9 16:00:39 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 09 Sep 2004 15:00:39 -0500 Subject: [rt-users] Performance Issues In-Reply-To: <20040909194644.GA15465@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> <1094758161.14222.12.camel@moola.future <20040909194644.GA15465@internet2.edu> Message-ID: <1094760039.14222.28.camel@moola.futuresource.com> On Thu, 2004-09-09 at 14:46, Dan Pritts wrote: > > Be sure you have let the system work a while before you start > > timing. Each fastcgi process will need to parse and compile > > the perl/mason code once the first time it hits it. > Yes, I noticed when they started up they took maybe 10 CPU seconds each to > get going. But they are persistent, have been running for over a day now. > I am pretty confident this is not the issue. I think they only compile a page when you view it so it is a matter of having hit all the pages enough times that each fcgi has it compiled. I have a similar setup with a few hundred tickets on fedora2 with mysql 4.0.18 and it feels a little slower than an older RT2 setup with many thousands of tickets, but it only takes a second or 2 to display a ticket. I've turned off the option to log all the email responses - I'm not sure if that makes a difference. --- Les Mikesell les at futuresource.com From danno at internet2.edu Thu Sep 9 16:41:29 2004 From: danno at internet2.edu (Dan Pritts) Date: Thu, 9 Sep 2004 16:41:29 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <1094760039.14222.28.camel@moola.futuresource.com> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> <20040909194644.GA15465@internet2.edu> <1094760039.14222.28.camel@moola.futuresource.com> Message-ID: <20040909204129.GA25527@internet2.edu> On Thu, Sep 09, 2004 at 03:00:39PM -0500, Les Mikesell wrote: > I think they only compile a page when you view it so it is a matter of > having hit all the pages enough times that each fcgi has it compiled. Hmm. Seems reasonable and would explain some of the variability i have seen - sometimes it's "slow" and other times it's "painfully slow". slow meaning a couple seconds to update a page, painful in the 5-10 second range. I have now lowered the number of fcgi's to 4. > I have a similar setup with a few hundred tickets on fedora2 with > mysql 4.0.18 and it feels a little slower than an older RT2 setup with > many thousands of tickets, but it only takes a second or 2 to display > a ticket. I've turned off the option to log all the email responses - > I'm not sure if that makes a difference. This seems like something valuable for us so i don't want to disable it. In other news, I'm now running mysqld with the mysql-large configuration file, with innodb support enabled. After backing up the database, I've done ALTER TABLE TYPE=INNODB on all the tables in the RT3 database. can anyone tell me what I can do to confirm this change? The files all now have .frm extensions. As before, mysql doesn't use an appreciable amount of CPU although it now uses 300 megs of RAM instead of 10. As before, access is slow or painfully slow (see above) and the mason_handler processes are eating boatloads of CPU time. What should I check now? danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile From m-liebman at northwestern.edu Thu Sep 9 16:45:32 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 9 Sep 2004 16:45:32 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <20040909192750.GA78415@aut.dyndns.org> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909185026.GW5912@pallas.eruditorum.org> <20040909191427.GB5941@internet2.edu> <20040909192750.GA78415@aut.dyndns.org> Message-ID: <20040909204532.GA29707@SDF.LONESTAR.ORG> On Fri, Sep 10, 2004 at 03:27:50AM +0800, Autrijus Tang wrote: > On Thu, Sep 09, 2004 at 03:14:27PM -0400, Dan Pritts wrote: > > However, i've turned it on, and restarted mysql, and there's no > > apparent effect. > > Sure, because by now your tables are in MyISAM instead of InnoDB. > You need to somehow convert them using mysqldump or other techniques. You should just be able to 'alter table type=innodb;' Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From les at futuresource.com Thu Sep 9 17:03:02 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 09 Sep 2004 16:03:02 -0500 Subject: [rt-users] Performance Issues In-Reply-To: <20040909204129.GA25527@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> <20040909194644.GA15465@internet2.edu> <20040909204129.GA25527@internet2.edu> Message-ID: <1094763781.14222.36.camel@moola.futuresource.com> On Thu, 2004-09-09 at 15:41, Dan Pritts wrote: > As before, access is slow or painfully slow (see above) and the > mason_handler processes are eating boatloads of CPU time. > > What should I check now? You could try an 'strace -p process_id_number' on the busy process to see if it is doing something obviously wrong. --- Les Mikesell les at futuresource.com From doogles at doogles.com Thu Sep 9 18:03:18 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 9 Sep 2004 17:03:18 -0500 (CDT) Subject: [rt-users] Performance Issues In-Reply-To: <1094763781.14222.36.camel@moola.futuresource.com> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> <20040909194644.GA15465@internet2.edu> <20040909204129.GA25527@internet2.edu> <1094763781.14222.36.camel@moola.futuresource.com> Message-ID: RT Community: I've hesitated from weighing in on this for a number of reasons, mostly because the "horrible load times of 5-10 seconds" don't bother me all that much, but probably moreso because RT is a free product that we have not yet found the funds to purchase support for. But with everyone now claiming they are getting 2s load times on Tickets, I decided to start timing things with &Debug=1 and on large tickets see averages around 11 seconds, with peaks as high as 15s. This is for a Ticket with maybe 30 entries, all text except for a small (25KB) Excel spreadsheet. An average Ticket in our system runs around 1s (just created) to 3s (handful of entries). Like Dan, I am no mysql expert, but have been using the "large system" template since the beginning and am running InnoDB tables. I'm using mod_perl1 (compiled as DSO) on Apache 1.3.31. Base system is Linux 2.4, the hardware is an Intel P4 3.0GHz, 1.5GB DRAM. We've got about 400 tickets, and mysql upon start takes up about 60MB DRAM. My holdup seems to be in httpd (CPU spikes hard when pulling up a "largeish" Ticket), but as I'm running mod_perl I understand this is to be expected. Should I look at migrating to FastCGI? -jd On Thu, 9 Sep 2004, Les Mikesell wrote: > On Thu, 2004-09-09 at 15:41, Dan Pritts wrote: > >> As before, access is slow or painfully slow (see above) and the >> mason_handler processes are eating boatloads of CPU time. >> >> What should I check now? > > You could try an 'strace -p process_id_number' on the busy process > to see if it is doing something obviously wrong. > > --- > Les Mikesell > les at futuresource.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 danno at internet2.edu Thu Sep 9 17:40:18 2004 From: danno at internet2.edu (Dan Pritts) Date: Thu, 9 Sep 2004 17:40:18 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <1094763781.14222.36.camel@moola.futuresource.com> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> <20040909194644.GA15465@internet2.edu> <20040909204129.GA25527@internet2.edu> <1094763781.14222.36.camel@moola.futuresource.com> Message-ID: <20040909214018.GA5893@internet2.edu> On Thu, Sep 09, 2004 at 04:03:02PM -0500, Les Mikesell wrote: > You could try an 'strace -p process_id_number' on the busy process > to see if it is doing something obviously wrong. duh. Sometimes i'm a bit dense. So I've watched the mason_handler processes and I'm seeing lots and lots of two things that probably don't need to happen as much as they do. 1) a boatload of time() calls. In once case, ~4500 within 6 seconds (the time it took the process to bring up one ticket diary). 2) a boatload of stat64 calls looking for various files. Over and over again, local directory doesn't exist. In some cases, multiple stats in sequence for the same file. Appended are examples. I don't know enough about perl to know how to profile the code to see where all these time() syscalls are coming from. Suggestions welcome. Also, Matt Mankins suggested I update DBIX-SearchBuilder to the latest version, which i have done (and restarted the mason_handlers) with no apparent effect. danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/Callback", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/Callback", {st_mode=S_IFREG|0755, st_size=1906, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Callbacks", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Callbacks", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/Tabs", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/Tabs", {st_mode=S_IFREG|0755, st_size=2619, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/CreateTicket", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/CreateTicket", {st_mode=S_IFREG|0755, st_size=1070, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/SelectNewTicketQueue", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/SelectNewTicketQueue", {st_mode=S_IFREG|0755, st_size=1756, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/l", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/l", {st_mode=S_IFREG|0755, st_size=1039, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/SimpleSearch", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/SimpleSearch", {st_mode=S_IFREG|0755, st_size=1067, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/l", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/l", {st_mode=S_IFREG|0755, st_size=1039, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/Callback", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/Callback", {st_mode=S_IFREG|0755, st_size=1906, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Callbacks", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Callbacks", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/PageLayout", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/PageLayout", {st_mode=S_IFREG|0755, st_size=2934, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/Menu", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/Menu", {st_mode=S_IFREG|0755, st_size=2610, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/Menu", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/Menu", {st_mode=S_IFREG|0755, st_size=2610, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/Menu", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/Menu", {st_mode=S_IFREG|0755, st_size=2610, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/Menu", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/Menu", {st_mode=S_IFREG|0755, st_size=2610, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/ListActions", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/ListActions", {st_mode=S_IFREG|0755, st_size=1329, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/TitleBoxStart", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/TitleBoxStart", {st_mode=S_IFREG|0755, st_size=2073, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Ticket/Elements/ShowSummary", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Ticket/Elements/ShowSummary", {st_mode=S_IFREG|0755, st_size=2785, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Elements/TitleBoxStart", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Elements/TitleBoxStart", {st_mode=S_IFREG|0755, st_size=2073, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/Ticket/Elements/ShowBasics", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/Ticket/Elements/ShowBasics", {st_mode=S_IFREG|0755, st_size=1887, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/l", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/l", {st_mode=S_IFREG|0755, st_size=1039, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/l", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/l", {st_mode=S_IFREG|0755, st_size=1039, ...}) = 0 stat64("/usr/local/pkg/rt-3.2.1/local/html/l", 0x86200c8) = -1 ENOENT (No such file or directory) stat64("/usr/local/pkg/rt-3.2.1/share/html/l", {st_mode=S_IFREG|0755, st_size=1039, ...}) = 0 From les at futuresource.com Thu Sep 9 17:40:46 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 09 Sep 2004 16:40:46 -0500 Subject: [rt-users] text vs. html in email notifications? Message-ID: <1094766046.14222.66.camel@moola.futuresource.com> I didn't get any response when I asked this a while ago so I'll try again in case I didn't explain the problem well. When someone sends email from outlook that includes html to my RT3 installation, it adds its own chunk of content including the ticket URL to the text portion and sends it off to the admincc watchers keeping the html as a separate attachment. When I view this in evolution, I see it the way I like: the text part is shown first and the ticket link is clickable. Then the html portion is shown inline below. When I view it in Outlook, it only shows the html portion which is unmodified and doesn't include the ticket link, and the text portion is an attachment. Opening the text attachment starts notepad as the viewer so even though you can see the url you can't click it. So: is there a way to make RT3 either add the link to the html portion as well as the text, or delete the html portion in the forwarded email so Outlook will show the text part and allow clicking the ticket url to go directly to it? --- Les Mikesell les at futuresource.com From jesse at bestpractical.com Thu Sep 9 22:29:31 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Sep 2004 22:29:31 -0400 Subject: [rt-users] Performance Issues In-Reply-To: <41410BBF.6000703@insight.rr.com> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909185026.GW5912@pallas.eruditorum.org> <41410BBF.6000703@insight.rr.com> Message-ID: <3F67352B-02D1-11D9-A5B3-000A95AE249E@bestpractical.com> > > I quote from the "current" draft RT document (2003): > ... recommend MySQL (http://www.mysql.com), because RT was primarily > developed on MySQL, so it is the best-tested database for RT. We > currently support version 4.0.9 or newer with support for InnoDB (some > older releases had crippling SQL bugs). The link to that document should get removed. It's all been migrated to the Wiki. The README says explicitly that we only support mysql with innodb. And RT 3.2.2 tests for this and refuses to run unless you enable InnoDB. -jesse > Maybe your "hard Requirement" is not strong enough! I intepreted that > statement as saying INNODB was supported in 4.0.9 or newer but did not > draw the conclussion that is was a hard requirement 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 pmcferrin at insight.rr.com Fri Sep 10 01:37:41 2004 From: pmcferrin at insight.rr.com (Paul McFerrin) Date: Fri, 10 Sep 2004 01:37:41 -0400 Subject: [rt-users] RT Installation Manual on Wiki In-Reply-To: References: Message-ID: <41413DA5.1050801@insight.rr.com> Jesse: Sorry I don't have your original posting on this issue since I deleted it. w.r.t the RT Installation Manual on Wiki, it has the EXACT statement referring to Innodb and MySQL. It is not worded as a requirment rather than a hint it is supported in MySQL 4.x. When I downloded RT 3.0.12, the manual (from bestpratical) was the only reference material that I saw. Even though it contained many details, I found it difficult to follow and make decissions on how to setup my RT. I now have RT up for testing but later discovered some writeups by Sun on installing RT on Solaris which added some light; some of which I have discovered on my own during the fustrating process. I know that attempting to always provide up-to-date documentation on a moving target is not very easy but the draft manual does have a April 2003 date which is 16 months old! The README file in the distribution that I downloaded had the same draft date. Now a related subject ... getting things straight ... If I want to convert my RT 3.0.12 DB to Innodb, is there anything else that is needed to be done outside of: 'alter table type=innodb;' for all of RT3 tables in MySQL? (after configuring/enabling Innodb first) Can your revised and new DBIx::SearchBuilder 1.10 be used for RT 3.0.12 without harm? I don't want to upgrade to another moving target at this time. -paul mcferrin From jesse at bestpractical.com Fri Sep 10 01:42:46 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 10 Sep 2004 01:42:46 -0400 Subject: [rt-users] Re: RT Installation Manual on Wiki In-Reply-To: <41413DA5.1050801@insight.rr.com> References: <41413DA5.1050801@insight.rr.com> Message-ID: <3E4F086D-02EC-11D9-A5B3-000A95AE249E@bestpractical.com> On Sep 10, 2004, at 1:37 AM, Paul McFerrin wrote: > Jesse: > > Sorry I don't have your original posting on this issue since I deleted > it. > > w.r.t the RT Installation Manual on Wiki, it has the EXACT statement > referring to > Innodb and MySQL. It is not worded as a requirment rather than a hint > it is supported in MySQL 4.x. > > When I downloded RT 3.0.12, the manual (from bestpratical) was the > only reference material that I saw. Even though it contained many > details, I found it difficult to follow and make decissions on how to > setup my RT. I'd be thrilled if you could update the wiki, then. That's the point of the wiki. The community can update it. I don't know about this "RT 3.0.12" that you've downloaded. Where did you get it? The last 3.0.x release we've made is RT 3.0.11. > If I want to convert my RT 3.0.12 DB to Innodb, is there anything else > that is needed to be done outside of: > > 'alter table type=innodb;' > > for all of RT3 tables in MySQL? (after configuring/enabling Innodb > first) Not to my knowledge. Want to put together a wiki article about the process to help others? > Can your revised and new DBIx::SearchBuilder 1.10 be used for RT > 3.0.12 without harm? I don't want to upgrade to another moving target > at this time. Yes. We're running searchbuilder with RT 2.0, 3.0 and 3.2. > -paul mcferrin > From hwagener at hamburg.fcb.com Fri Sep 10 03:59:11 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 10 Sep 2004 09:59:11 +0200 Subject: OT: MySQL considerations (Was: Re: [rt-users] Performance Issues) In-Reply-To: <20040909191427.GB5941@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909185026.GW5912@pallas.eruditorum.org> <20040909191427.GB5941@internet2.edu> Message-ID: <4CE7ED3A-02FF-11D9-A6E8-003065DC18B8@hamburg.fcb.com> Am 09.09.2004 um 21:14 schrieb Dan Pritts: > On Thu, Sep 09, 2004 at 02:50:26PM -0400, Jesse Vincent wrote: >> Ok. That tells us that 1) you're running mysql in the default >> configuration, which is optimized for a pentium 133 with 64 megs of >> RAM. >> That's a bad plan. > > Nice. But is this really the problem here with a db with 100 tickets? The 'large' is about the system resources and database complexity, not necessarily the db size. MySQL does file based operations if the memory limits configured have been reached. This * will * slow things down. > >> and 2) you missed the note that said that InnoDB is a >> hard requirement. You _should_ see massively degraded performance if >> you're running without it. And also, database corruption. > > Whoops. I must have modified the my.cnf after installing RT. I > probably > did this to turn on skip-networking and copied the skip-innodb from > another server without remembering it was necessary. > > However, i've turned it on, and restarted mysql, and there's no > apparent effect. Things still take a long time, and > mason_handler.fcgi > processes still eat the CPU (visible via top) while I'm waiting for the > web requests to be fulfilled. You have to change the tables, too. They are in MyISAM format now. This is done in MySQL with "ALTER TABLE whatevertable TYPE=innodb;". Turning on innodb support in the engine does not automatically convert Your database. Regards, Harald From ch at westend.com Fri Sep 10 05:37:22 2004 From: ch at westend.com (Christian Hammers) Date: Fri, 10 Sep 2004 11:37:22 +0200 Subject: [rt-users] Performance Issues In-Reply-To: <20040909204129.GA25527@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> <20040909194644.GA15465@internet2.edu> <1094760039.14222.28.camel@moola.futuresource.com> <20040909204129.GA25527@internet2.edu> Message-ID: <20040910093722.GE23828@westend.com> Hello On Thu, Sep 09, 2004 at 04:41:29PM -0400, Dan Pritts wrote: > slow meaning a couple seconds to update a page, painful in the 5-10 > second range. My problem, too. I read the thread and just wanted to confirm that all suggestions made no improvement on my system, too. I'd like to note that the display process is not only slow when printing the ticket data itself but also when just displaying the top of the frames or other even the new ticket window... The record: Problem: 4-5s for /rt/Ticket/Display.html?id=1 with only 1 tiny Ticket in the Database Versions: 3.0.11 and 3.2.1 Handler: Same results with mod_perl, fcgi (2 processes) and speedy (with mod_perl and Galeon I see a big load in the browser, too) Hardware: celeron600,768MB RAM and Athlon2600,1GB RAM Disk Activity: no buffer or swap activity reported by vmstat 1 CPU Activity: 99% during several seconds in top/vmstat, in mason_handler, speedy_backend or apache - depending on handler Base Systems: Debian 3.1 "sarge" and 3.x "sid" (I'm a @debian.org) MySQL Setup: v4.0.20 for large system, using InnoDB and *Query-Cache* Browsers tested: Galeon&Mozilla @ Linux, Internet Explorer @ WinXP Also here some "ps faxu" lines telling which process uses most CPU power, all those processes were started in the last 10 minutes! Sep09 0:36 /usr/sbin/apache 11:00 0:00 \_ /usr/sbin/fcgi-p 11:00 0:40 | \_ /usr/bin/perl /usr/share/request-tracker3.2/libexec/mason_handler.fcgi > 11:00 1:03 | \_ /usr/bin/perl /usr/share/request-tracker3.2/libexec/mason_handler.fcgi 11:00 0:12 \_ /usr/sbin/apache 11:00 0:01 \_ /usr/sbin/apache 11:01 0:01 \_ /usr/sbin/apache 11:01 0:24 \_ /usr/sbin/apache 11:01 0:12 \_ /usr/sbin/apache 11:18 0:12 \_ /usr/sbin/apache 10:59 0:00 /bin/sh /usr/bin/mysqld_safe 10:59 0:00 \_ /usr/sbin/mysqld --basedir=/usr --datadir=/var/lib/mysql --user=mysql --pid-file=/var/run/mysqld/mysqld. 10:59 0:00 \_ logger -p daemon.err -t mysqld_safe -i -t mysqld 11:01 0:00 /usr/bin/speedy_backend /usr/share/request-tracker3.2/libexec/mason_handler.scgi > 11:01 0:53 \_ /usr/bin/speedy_backend /usr/share/request-tracker3.2/libexec/mason_handler.scgi 11:01 0:05 \_ /usr/bin/speedy_backend /usr/share/request-tracker3.2/libexec/mason_handler.scgi 11:17 0:04 \_ /usr/bin/speedy_backend /usr/share/request-tracker3.2/libexec/mason_handler.scgi 11:17 0:04 \_ /usr/bin/speedy_backend /usr/share/request-tracker3.2/libexec/mason_handler.scgi 11:18 0:05 \_ /usr/bin/speedy_backend /usr/share/request-tracker3.2/libexec/mason_handler.scgi 11:25 0:04 \_ /usr/bin/speedy_backend /usr/share/request-tracker3.2/libexec/mason_handler.scgi Some nice infos from the MySQL Database showing a working Query Cache: | Key_blocks_used | 24 | | Key_read_requests | 235 | | Key_reads | 8 | | Key_write_requests | 149 | | Key_writes | 53 | | Qcache_queries_in_cache | 88 | | Qcache_inserts | 212 | | Qcache_hits | 1646 | | Qcache_lowmem_prunes | 0 | | Qcache_not_cached | 138 | | Qcache_free_memory | 26081032 | | Qcache_free_blocks | 9 | | Qcache_total_blocks | 206 | My strace-attached-to-process also show a lot of stats for Perl modules which I find rather strange as I thought that most of the handlers cache the modules so that apache must even be reloaded when updating them? (strace output was sent by someone else, no big differences) bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From rainer at ultra-secure.de Fri Sep 10 07:26:43 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 10 Sep 2004 13:26:43 +0200 Subject: OT: MySQL considerations (Was: Re: [rt-users] Performance Issues) In-Reply-To: <4CE7ED3A-02FF-11D9-A6E8-003065DC18B8@hamburg.fcb.com> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909185026.GW5912@pallas.eruditorum.org> <20040909191427.GB5941@internet2.edu> <4CE7ED3A-02FF-11D9-A6E8-003065DC18B8@hamburg.fcb.com> Message-ID: <1094815603.4418.342.camel@linux-mobile.example.net> Am Fr, den 10.09.2004 schrieb Harald Wagener um 9:59: > Am 09.09.2004 um 21:14 schrieb Dan Pritts: > > > On Thu, Sep 09, 2004 at 02:50:26PM -0400, Jesse Vincent wrote: > >> Ok. That tells us that 1) you're running mysql in the default > >> configuration, which is optimized for a pentium 133 with 64 megs of > >> RAM. > >> That's a bad plan. > > > > Nice. But is this really the problem here with a db with 100 tickets? > > The 'large' is about the system resources and database complexity, not > necessarily the db size. MySQL does file based operations if the > memory limits configured have been reached. This * will * slow things > down. > > > >> and 2) you missed the note that said that InnoDB is a > >> hard requirement. You _should_ see massively degraded performance if > >> you're running without it. And also, database corruption. > > > > Whoops. I must have modified the my.cnf after installing RT. I > > probably > > did this to turn on skip-networking and copied the skip-innodb from > > another server without remembering it was necessary. > > > > However, i've turned it on, and restarted mysql, and there's no > > apparent effect. Things still take a long time, and > > mason_handler.fcgi > > processes still eat the CPU (visible via top) while I'm waiting for the > > web requests to be fulfilled. > > You have to change the tables, too. They are in MyISAM format now. This > is done in MySQL with "ALTER TABLE whatevertable TYPE=innodb;". > Turning on innodb support in the engine does not automatically convert > Your database. OK, so I didn't waste a minute thinking about this (I'd have liked to use postgresql (a real relational database...), but it doesn't work in a FreeBSD-jail). So, I took a look: (sorry for that - I couldn't get show table status to only return some columns - is that possible?) mysql> show table status ; +-------------------------+--------+------------+------+----------------+-------------+-----------------+--------------+-----------+----------------+---------------------+---------------------+------------+----------------+-----------------------+ | Name | Type | Row_format | Rows | Avg_row_length | Data_length | Max_data_length | Index_length | Data_free | Auto_increment | Create_time | Update_time | Check_time | Create_options | Comment | +-------------------------+--------+------------+------+----------------+-------------+-----------------+--------------+-----------+----------------+---------------------+---------------------+------------+----------------+-----------------------+ | ACL | InnoDB | Dynamic | 17 | 963 | 16384 | NULL | 16384 | 0 | 17 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Attachments | InnoDB | Dynamic | 41 | 1598 | 65536 | NULL | 32768 | 0 | 46 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Attributes | InnoDB | Dynamic | 1 | 16384 | 16384 | NULL | 32768 | 0 | 1 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | CachedGroupMembers | InnoDB | Fixed | 117 | 140 | 16384 | NULL | 16384 | 0 | 131 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | CustomFieldValues | InnoDB | Dynamic | 1 | 16384 | 16384 | NULL | 16384 | 0 | 1 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | CustomFields | InnoDB | Dynamic | 1 | 16384 | 16384 | NULL | 16384 | 0 | 1 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | GroupMembers | InnoDB | Fixed | 39 | 420 | 16384 | NULL | 16384 | 0 | 46 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Groups | InnoDB | Dynamic | 50 | 327 | 16384 | NULL | 32768 | 0 | 59 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Links | InnoDB | Dynamic | 1 | 16384 | 16384 | NULL | 65536 | 0 | 1 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Principals | InnoDB | Dynamic | 59 | 277 | 16384 | NULL | 16384 | 0 | 59 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Queues | InnoDB | Dynamic | 4 | 4096 | 16384 | NULL | 32768 | 0 | 4 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | ScripActions | InnoDB | Dynamic | 18 | 910 | 16384 | NULL | 0 | 0 | 18 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | ScripConditions | InnoDB | Dynamic | 11 | 1489 | 16384 | NULL | 0 | 0 | 11 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Scrips | InnoDB | Dynamic | 15 | 1092 | 16384 | NULL | 0 | 0 | 15 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Templates | InnoDB | Dynamic | 13 | 1260 | 16384 | NULL | 0 | 0 | 13 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | TicketCustomFieldValues | InnoDB | Dynamic | 1 | 16384 | 16384 | NULL | 16384 | 0 | 1 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Tickets | InnoDB | Dynamic | 6 | 2730 | 16384 | NULL | 49152 | 0 | 6 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Transactions | InnoDB | Dynamic | 58 | 282 | 16384 | NULL | 32768 | 0 | 58 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | Users | InnoDB | Dynamic | 10 | 1638 | 16384 | NULL | 32768 | 0 | 50 | NULL | NULL | NULL | | InnoDB free: 11264 kB | | sessions | MyISAM | Dynamic | 24 | 1112 | 26700 | 4294967295 | 2048 | 0 | NULL | 2004-07-20 14:09:57 | 2004-09-06 11:44:58 | NULL | | | +-------------------------+--------+------------+------+----------------+-------------+-----------------+--------------+-----------+----------------+---------------------+---------------------+------------+----------------+-----------------------+ 20 rows in set (0.04 sec) Everything innodb, except sessions - is that normal ? Does it matter ? This is rt3.2.1 with mysql-4.20 Another thing: I'm wondering, where the hell one should add the information about mysql - it's currently distributed all over the wiki. Or does it matter ? Should users use the search-function anyway ? 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 bobg at uic.edu Fri Sep 10 10:54:52 2004 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 10 Sep 2004 09:54:52 -0500 Subject: [rt-users] default search format Message-ID: <200409101454.i8AEsqKq011146@shark.cc.uic.edu> I discovered $DefaultSearchResultFormat in RT_SiteConfig.pm. This is pretty cool, letting me customize a default search format. But I can't find any docs for how this works. So far my guesses are panning out, and I've tried to read the code in Elements/TicketList. But I can't figure out how to specify Order and OrderBy in $DefaultSearchResultFormat. I understand how to make a URL to specify this, but $DefaultSearchResultFormat is a little different. I would have guessed something like: __LastUpdatedRelative__/ORDER=DESC But the code doesn't seem to support that. Is this possible? I'm working with RT 3.2.0. If not, I'd consider making a patch, but there are some design considerations that I don't think I should be making alone. (E.g. What if /ORDER is specified for multiple columns -- can we or should we accomodate that? If we want to specify ROWS, that's not an attribute of any one column, so we'd need a pseudo-column [or other hack]. And, there may be interactions with other parts of RT, like the Query Builder.) bobg From bdaniels at fpoint.com Fri Sep 10 11:30:05 2004 From: bdaniels at fpoint.com (Brian Daniels) Date: Fri, 10 Sep 2004 11:30:05 -0400 Subject: [rt-users] Problems with dumpfile-to-rt-3.0 Message-ID: <4.3.2.7.2.20040910112231.01849c70@pop.mindspring.com> We are attempting to migrate from a RT 2.0.15 system to RT 3.2.1. Our database has around 66,500 tickets in it. Using rt2-to-rt3-1.23 the creation of the dump directory seems to proceed smoothly. When we run dumpfile-to-rt-3.0 it adds all the users and then generates the following messages: . Importing groups rrr[Thu Sep 9 19:22:21 2004] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:884) [Thu Sep 9 19:22:21 2004] [crit]: Can't load a principal for id (/opt/rt3/lib/RT/ACE_Overlay.pm:885) rqqqImporting tickets..Importing links And then exits. The mysql database has all our users, but no tickets or transactions in it. Any suggestions on how to proceed appreciated! Thanks, Brian From matthew_yee at city.vancouver.bc.ca Fri Sep 10 11:37:20 2004 From: matthew_yee at city.vancouver.bc.ca (Yee, Matthew) Date: Fri, 10 Sep 2004 08:37:20 -0700 Subject: [rt-users] Re: RT Installation Manual on Wiki Message-ID: <3394B5500F14BB4E9F32DD29BC7276CE02FF5303@vpd_exch01.vpd.bc.ca> I would like to see a wiki article on innodb conversion please. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Thursday, September 09, 2004 10:43 PM To: pmcferrin at att.net Cc: Users of RT Subject: [rt-users] Re: RT Installation Manual on Wiki On Sep 10, 2004, at 1:37 AM, Paul McFerrin wrote: > Jesse: > > Sorry I don't have your original posting on this issue since I deleted > it. > > w.r.t the RT Installation Manual on Wiki, it has the EXACT statement > referring to > Innodb and MySQL. It is not worded as a requirment rather than a hint > it is supported in MySQL 4.x. > > When I downloded RT 3.0.12, the manual (from bestpratical) was the > only reference material that I saw. Even though it contained many > details, I found it difficult to follow and make decissions on how to > setup my RT. I'd be thrilled if you could update the wiki, then. That's the point of the wiki. The community can update it. I don't know about this "RT 3.0.12" that you've downloaded. Where did you get it? The last 3.0.x release we've made is RT 3.0.11. > If I want to convert my RT 3.0.12 DB to Innodb, is there anything else > that is needed to be done outside of: > > 'alter table type=innodb;' > > for all of RT3 tables in MySQL? (after configuring/enabling Innodb > first) Not to my knowledge. Want to put together a wiki article about the process to help others? > Can your revised and new DBIx::SearchBuilder 1.10 be used for RT > 3.0.12 without harm? I don't want to upgrade to another moving target > at this time. Yes. We're running searchbuilder with RT 2.0, 3.0 and 3.2. > -paul mcferrin > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Fri Sep 10 11:44:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 10 Sep 2004 19:44:22 +0400 Subject: [rt-users] Re: RT Installation Manual on Wiki In-Reply-To: <3394B5500F14BB4E9F32DD29BC7276CE02FF5303@vpd_exch01.vpd.bc.ca> References: <3394B5500F14BB4E9F32DD29BC7276CE02FF5303@vpd_exch01.vpd.bc.ca> Message-ID: <4141CBD6.40102@acronis.ru> Yee, Matthew wrote: > I would like to see a wiki article on innodb conversion please. Google will save you: http://www.google.com/search?q=mysql+innodb+convert Ooops!!! First link is: http://dev.mysql.com/doc/mysql/en/Converting_tables_to_InnoDB.html Good luck. Ruslan. From drizit at gmail.com Fri Sep 10 11:44:50 2004 From: drizit at gmail.com (Kent) Date: Fri, 10 Sep 2004 10:44:50 -0500 Subject: [rt-users] Problem with AND/OR on 3.2.1 Message-ID: System: Rt 3.2.1 QueryBuilder 1.10_05 Solaris 9 Apache/FastCGI AND/OR switch in query builder is changing all levels instead of just the current level I am on. So I can't do a search like the following, Owner='390' AND (Status='open' OR Status='stalled') Instead I can only do ALL AND's or ALL OR's. I see in a posting from Jesse to the mailing list that this was fixed for 3.2.1, ( * Toggling AND/OR now works correctly at all levels. (#5814)) However it does not appear to be working properly. Am I missing something obvious? -Kent From pmcferrin at insight.rr.com Fri Sep 10 11:56:57 2004 From: pmcferrin at insight.rr.com (Paul McFerrin) Date: Fri, 10 Sep 2004 11:56:57 -0400 Subject: [rt-users] Re: RT Installation Manual on Wiki In-Reply-To: <3394B5500F14BB4E9F32DD29BC7276CE02FF5303@vpd_exch01.vpd.bc.ca> References: <3394B5500F14BB4E9F32DD29BC7276CE02FF5303@vpd_exch01.vpd.bc.ca> Message-ID: <4141CEC9.6090401@insight.rr.com> Yee, Matthew wrote: > I would like to see a wiki article on innodb conversion please. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent > Sent: Thursday, September 09, 2004 10:43 PM > To: pmcferrin at att.net > Cc: Users of RT > Subject: [rt-users] Re: RT Installation Manual on Wiki > [... lines deleted] > >>If I want to convert my RT 3.0.12 DB to Innodb, is there anything else >>that is needed to be done outside of: >> >> 'alter table type=innodb;' >> >>for all of RT3 tables in MySQL? (after configuring/enabling Innodb >>first) > > > Not to my knowledge. Want to put together a wiki article about the > process to help others? > Don't expect this article to come from me as I'm likely to be forced to retire a two weeks after 35 years of service. The new charpter in my Life will NOT include sitting at a computer terminal and playing around with RT. I got some traveling to do! -paul From cubic at acronis.ru Fri Sep 10 12:13:38 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 10 Sep 2004 20:13:38 +0400 Subject: [rt-users] [ANNOUNCE] RT Action NotifyGroup and Message-ID: <4141D2B2.8070008@acronis.ru> Hello, RT users. I'm glad to introduce my new RT extension package RT::Action::NotifyGroup and tool that allow you to manage this actions woth CLI. It's on the way to CPAN. I think you'd like it. Best regards. Ruslan. ________________________________________________________________ NAME RT::Action::NotifyGroup - RT Action that sends notifications to groups and/or users DESCRIPTION RT action module that allow you to notify particular groups and/or users. Distribution is shipped with "rt-notify-group-admin" script that is command line tool for managing NotifyGroup scrip actions. For more info see its documentation. rt-notify-group-admin - Command line tool for administrating NotifyGroup actions SYNOPSIS # get list of actions that allready exist rt-notify-group-admin --list # create notify group Foo action rt-notify-group-admin --create 'Notify foo team' --group Foo # create action that notify with comment rt-notify-group-admin --create 'Notify foo team as comment' --comment --group Foo # create action that notify users from groups Foo and Bar rt-notify-group-admin --create 'Notify group Foo and Bar' --group Foo --group Bar # create scrip action and user to it rt-notify-group-admin --create 'Notify user foo at bar.com' --user foo at bar.com # Add user or group to existant scrip action rt-notify-group-admin --create 'Notify VIPs' --user vip1 at bar.com rt-notify-group-admin --add 'Notify VIPs' --user vip2 at bar.com --group vip1 --user vip3 at foo.com # rename action rt-notify-group-admin --rename 'Notify VIPs' --newname 'Inform VIPs' # switch from correspond to comment and back rt-notify-group-admin --switch 'Notify VIPs' # delete scrip action rt-notify-group-admin --delete 'Notify user foo at bar.com' From cubic at acronis.ru Fri Sep 10 12:30:16 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 10 Sep 2004 20:30:16 +0400 Subject: [rt-users] Problem with AND/OR on 3.2.1 In-Reply-To: References: Message-ID: <4141D698.1070307@acronis.ru> May be this link helps you... http://rt3.fsck.com/Search/Results.html?user=guest&pass=guest&Order=ASC&Query=%20Owner%20%3D%20%27546%27%20%20AND%20%28%20Status%20%3D%20%27open%27%20%20OR%20Status%20%3D%20%27new%27%20%29%20&Rows=0&OrderBy=id&Page=1&Format=%27%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%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27 Kent wrote: > System: > Rt 3.2.1 > QueryBuilder 1.10_05 > Solaris 9 > Apache/FastCGI > > AND/OR switch in query builder is changing all levels instead of just > the current level I am on. > So I can't do a search like the following, > Owner='390' AND (Status='open' OR Status='stalled') > > Instead I can only do ALL AND's or ALL OR's. > > I see in a posting from Jesse to the mailing list that this was fixed for 3.2.1, > ( * Toggling AND/OR now works correctly at all levels. (#5814)) > > However it does not appear to be working properly. Am I missing > something obvious? > > -Kent > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From ben at vintela.com Fri Sep 10 13:17:35 2004 From: ben at vintela.com (Ben Bush) Date: Fri, 10 Sep 2004 11:17:35 -0600 Subject: [rt-users] Help with Custom Scrip/Template on Owner Change In-Reply-To: <4140A08F.8000501@vintela.com> References: <4140A08F.8000501@vintela.com> Message-ID: <4141E1AF.3040002@vintela.com> Currently I have people that just reassign tickets after they have been created (usually they are created via email). When they assign it to the new owner, the email message that sends the transaction content is showing: This transaction appears to have no content This is not too helpful for the new owner. Thanks for your help. Ben Bush Ben Bush wrote: > I would like to send the entire history of a ticket in an > email/template to the new owner. When we reassign tickets, the new > owner has to visit the web interface to see the history on the > particular ticket. Here is what I want to do: > > 1. Create Custom Scrip within the queue to execute on Owner Change > 2. Use a Template or a Custom Action to notify new owner that they > have a new ticket - In this notification, I want the entire history > (excluding attachments) sent to the new owner. > > Thanks for any help. > > Ben Bush > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From sean at wilburnconsulting.com Fri Sep 10 13:31:45 2004 From: sean at wilburnconsulting.com (Sean Wilburn) Date: Fri, 10 Sep 2004 10:31:45 -0700 Subject: [rt-users] User Administration by Queue In-Reply-To: <20040908161836.BWOS16005.lakermmtao10.cox.net@bbq> Message-ID: <20040910173148.QJMR19873.lakermmtao03.cox.net@bbq> I submitted this a few days back, but to no avail or help. Is there somewhere else I should be posting? -Sean Wilburn _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean Wilburn Sent: Wednesday, September 08, 2004 9:19 AM To: 'Users of RT' Subject: [rt-users] User Administration by Queue I have RT3.2 up & running, and all is well, however I need to ask for help on user creation & viewing. As our company has multiple branches, I have created Queues for each of them. I have also created 1 user per Queue that is the Administrator of that particular Que. Each Queue admin needs to be able to add & disable their own users & have those users be automatically assigned to that Queue only, however we do not want them to be able to see or create users that are outside of their Que. The main issue is really that Queue-Admins should not be able to see existing users & their related data unless that user is assigned to their Que. I am hoping that someone has already tackled this issue, or at least got the ball rolling, and if not. here's the ball. Thanks in advance, Sean Wilburn Wilburn Consulting -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Fri Sep 10 14:03:04 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 10 Sep 2004 13:03:04 -0500 Subject: [rt-users] Performance Issues In-Reply-To: <20040909214018.GA5893@internet2.edu> References: <20040908195500.GA18731@internet2.edu> <20040909054730.GK5912@pallas.eruditorum.org> <20040909182633.GA1164@internet2.edu> <20040909184447.GA12533@SDF.LONESTAR.ORG> <20040909190632.GA5941@internet2.edu> <20040909194644.GA15465@internet2.edu> <20040909214018.GA5893@internet2.edu> Message-ID: <1094839384.29074.6.camel@moola.futuresource.com> On Thu, 2004-09-09 at 16:40, Dan Pritts wrote: > So I've watched the mason_handler processes and I'm seeing lots > and lots of two things that probably don't need to happen > as much as they do. I don't know if it makes a difference, but I've kept my fedora core2 system completely updated with 'yum update' (up2date should do the same thing), and before I started using it in production I did a 'perl -MCPAN -eshell', used the 'r' command to see recommended module updates, and installed anything that looked like it might be relevant. I also dropped in DBIx-SearchBuilder-1.10 when it was announced. --- Les Mikesell les at futuresource.com From vjanelle at sporg.com Fri Sep 10 14:08:23 2004 From: vjanelle at sporg.com (Vincent Janelle) Date: Fri, 10 Sep 2004 11:08:23 -0700 Subject: [rt-users] upgrading from 3.0.10 to 3.2.1 Message-ID: <4141ED97.6050702@sporg.com> I copied our database over to another machine, installed rt 3.2.1 and upgraded the schemas and ACLs. All this worked fine, but when I went into the web interface and tried to list the contents of a queue, it says there are "NNNN tickets", but then only shows two < hr > bars and nothing for the contents for the tickets. Has anyone else had a similiar problem or should I try a previous version of rt? From bobg at uic.edu Fri Sep 10 16:17:44 2004 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 10 Sep 2004 15:17:44 -0500 Subject: [rt-users] User Administration by Queue In-Reply-To: Your message of "Fri, 10 Sep 2004 10:31:45 PDT." <20040910173148.QJMR19873.lakermmtao03.cox.net@bbq> Message-ID: <200409102017.i8AKHiBu012928@shark.cc.uic.edu> Not all notes get answered, this is a voluntary list. You can purchase support if you choose. However, most notes do get answered here, because this community is very helpful, and I'll give you my advice. A user's existence does not depend on being associated with a queue. If you can "see" one user (e.g. name, email, phone), you can see them all. You can restrict what privleges a given queue adminstrator can assign to a user, but if you want every admin to be able to 1) create users and 2) assign privs to his queue, then they are all going to see all the users. To me, your intended policy seems draconian. But oddly, I run RT in a way that meets your needs (maybe). I run multiple instances of RT -- separate databases, separate web pages, separate customizations, separate sets of queues, separate sets of users (but mostly shared code). I did this not for privacy in your sense, but because I didn't want one department messing with another accidently -- no dueling customizations! This might not work for you. Downsides: 1. More complex to install, maintain (and explain). 2. They really are separate, so you can't transfer tickets from one instance to another. If this is interesting, see the wiki under MultipleInstances. Hope this helps. bobg >This is a multi-part message in MIME format. > >--===============0780401716== >Content-Type: multipart/alternative; > boundary="----=_NextPart_000_0000_01C49721.5F5298A0" > >This is a multi-part message in MIME format. > >------=_NextPart_000_0000_01C49721.5F5298A0 >Content-Type: text/plain; > charset="us-ascii" >Content-Transfer-Encoding: 7bit > >I submitted this a few days back, but to no avail or help. Is there >somewhere else I should be posting? > > > >-Sean Wilburn > > > > _____ > >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sean Wilburn >Sent: Wednesday, September 08, 2004 9:19 AM >To: 'Users of RT' >Subject: [rt-users] User Administration by Queue > > > >I have RT3.2 up & running, and all is well, however I need to ask for help >on user creation & viewing. > > > >As our company has multiple branches, I have created Queues for each of >them. I have also created 1 user per Queue that is the Administrator of >that particular Que. Each Queue admin needs to be able to add & disable >their own users & have those users be automatically assigned to that Queue >only, however we do not want them to be able to see or create users that are >outside of their Que. The main issue is really that Queue-Admins should not >be able to see existing users & their related data unless that user is >assigned to their Que. > > > >I am hoping that someone has already tackled this issue, or at least got the >ball rolling, and if not. here's the ball. > > > >Thanks in advance, > >Sean Wilburn > >Wilburn Consulting > > >------=_NextPart_000_0000_01C49721.5F5298A0 >Content-Type: text/html; > charset="us-ascii" >Content-Transfer-Encoding: quoted-printable > >xmlns:o=3D"urn:schemas-microsoft-com:office:office" = >xmlns:w=3D"urn:schemas-microsoft-com:office:word" = >xmlns=3D"http://www.w3.org/TR/REC-html40"> > > >charset=3Dus-ascii"> > > > > > > > > >
    > >

    style=3D'font-size: >10.0pt;font-family:Arial;color:navy'>I submitted this a few days back, = >but to >no avail or help.  Is there somewhere else I should be = >posting?

    > >

    style=3D'font-size: >10.0pt;font-family:Arial;color:navy'> 

    > >

    style=3D'font-size: >10.0pt;font-family:Arial;color:navy'>-Sean = >Wilburn

    > >

    style=3D'font-size: >10.0pt;font-family:Arial;color:navy'> 

    > >
    > >
    size=3D3 >face=3D"Times New Roman"> > >
    > >
    > >

    style=3D'font-size:10.0pt; >font-family:Tahoma;font-weight:bold'>From:size=3D2 >face=3DTahoma> >rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] style=3D'font-weight: >bold'>On Behalf Of Sean Wilburn
    >Sent: Wednesday, = >September 08, >2004 9:19 AM
    >To: 'Users of RT'
    >Subject: [rt-users] User >Administration by Queue

    > >
    > >

    style=3D'font-size: >12.0pt'> 

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'>I have RT3.2 up & running, and all is well, = >however I >need to ask for help on user creation & = >viewing.

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'> 

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'>As our company has multiple branches, I have created = >Queues >for each of them.  I have also created 1 user per Queue that is the = >Administrator >of that particular Que. Each Queue admin needs to be able to add & = >disable >their own users & have those users be automatically assigned to that = >Queue >only, however we do not want them to be able to see or create users that = >are >outside of their Que. The main issue is really that Queue-Admins should = >not be >able to see existing users & their related data unless that user is >assigned to their Que.

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'> 

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'>I am hoping that someone has already tackled this = >issue, or >at least got the ball rolling, and if not…  here’s the = >ball.

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'> 

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'>Thanks in advance,

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'>Sean Wilburn

    > >

    style=3D'font-size:10.0pt; >font-family:Arial'>Wilburn Consulting

    > >
    > > > > > >------=_NextPart_000_0000_01C49721.5F5298A0-- > > > >--===============0780401716== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com >--===============0780401716==-- > > From bob at bobsemporium.com Fri Sep 10 17:04:02 2004 From: bob at bobsemporium.com (bob) Date: Fri, 10 Sep 2004 17:04:02 -0400 Subject: [rt-users] fetchmail, sendmail, postfix what to use Message-ID: <004501c49779$b35c1590$2da8c00a@Mrbigglesworth> I just installed RT got it running so far.. i am using Debian (sarge) and am having trouble getting the emailing to work.. which is the best way to configure the mailing piece and what is the best mail program to use in linux for this task... What I would like to do is use another server for the SMTP traffic and another for the pop3 receipt. that is how our email system is currently set up. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Fri Sep 10 17:34:35 2004 From: seph at directionless.org (seph) Date: Fri, 10 Sep 2004 17:34:35 -0400 Subject: [rt-users] Re: Auto Reply In-Reply-To: (Serge Bianda's message of "Thu, 9 Sep 2004 15:24:31 -0400") References: Message-ID: > Is there a way to have the auto reply "from field" to just say: > email at domainname.com instead of " The default queue via RT > [email at domainname.com]" lots of ways. I stick it in the template. seph From gpurcell at openharbor.com Fri Sep 10 17:59:05 2004 From: gpurcell at openharbor.com (Guy B. Purcell) Date: Fri, 10 Sep 2004 14:59:05 -0700 Subject: [rt-users] text vs. html in email notifications? In-Reply-To: <1094766046.14222.66.camel@moola.futuresource.com> References: <1094766046.14222.66.camel@moola.futuresource.com> Message-ID: On Sep 9, 2004, at 14:40, Les Mikesell wrote: > When someone sends email from outlook that includes html to my RT3 > installation, it adds its own chunk of content including the > ticket URL to the text portion and sends it off to the admincc watchers > keeping the html as a separate attachment. When I view this in > evolution, I see it the way I like: the text part is shown first > and the ticket link is clickable. Then the html portion is shown > inline below. This is also the way I see it in Mail.app in OS X. > When I view it in Outlook, it only shows the > html portion which is unmodified and doesn't include the ticket > link, and the text portion is an attachment. Opening the text > attachment starts notepad as the viewer so even though you can > see the url you can't click it. > > So: is there a way to make RT3 either add the link to the html > portion as well as the text, or delete the html portion in the > forwarded email so Outlook will show the text part and allow > clicking the ticket url to go directly to it? Maybe it's just me, but changing the behavior of the _server_ because of a poorly written _client_ just seems backward. I suggest that, since the unwanted behavior stems from a particular client, you either stop using that client (I'd suggest that anyway), or figure out how to reconfigure that client to behave the way you prefer. If the client isn't configurable enough to allow you to change its behavior to something you like, I again suggest it isn't a client you should be using (why use an email client you don't like when there are so many to choose from nowadays?). -Guy From les at futuresource.com Fri Sep 10 18:25:22 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 10 Sep 2004 17:25:22 -0500 Subject: [rt-users] text vs. html in email notifications? In-Reply-To: References: <1094766046.14222.66.camel@moola.futuresource.com> Message-ID: <1094855122.6036.9.camel@moola.futuresource.com> On Fri, 2004-09-10 at 16:59, Guy B. Purcell wrote: > > > > So: is there a way to make RT3 either add the link to the html > > portion as well as the text, or delete the html portion in the > > forwarded email so Outlook will show the text part and allow > > clicking the ticket url to go directly to it? > > Maybe it's just me, but changing the behavior of the _server_ because > of a poorly written _client_ just seems backward. Well, the reason you do things on a server at all is generally so you don't have to do it separately for all the clients so it seems right to me... > I suggest that, > since the unwanted behavior stems from a particular client, you either > stop using that client (I'd suggest that anyway), or figure out how to > reconfigure that client to behave the way you prefer. If someone could point to an email RFC that says outlook is doing the wrong thing I might be able to make an argument here. I'm not convinced myself that if someone sends a nicely formatted html part that the mailer should prefer to show plain text, or even that it makes any sense for a url in plain text to be clickable. It just happens to be useful in this particular case. > If the client isn't configurable enough to allow you to change its > behavior to something you like, I again suggest it isn't a client you > should be using (why use an email client you don't like when there are > so many to choose from nowadays?). I use evolution, but other people are involved here and they should also be allowed to use the client they prefer. It just seems like the 'right' place to add a link that you expect to be clicked would be in the html portion of the message if there is one. --- Les Mikesell les at futuresource.com From mikep at uclink.berkeley.edu Fri Sep 10 19:40:59 2004 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Fri, 10 Sep 2004 16:40:59 -0700 Subject: [rt-users] A similar Formatted Outlook Email / RT Bug. In-Reply-To: <1094855122.6036.9.camel@moola.futuresource.com> Message-ID: <001a01c4978f$a86e3990$6115e50a@unex.berkeley.edu> I noticed a similar Outlook XP / RT bug today. Unfortunately the user-base I support primarily uses Outlook XP. If a client sends an email from Outlook XP that includes 3 MIME types: 1) Plain Text 2) HTML formatted Text 3) and an attachment... To the AdminCc's/Cc's RT says "This transaction appears to have no content" and the message appears to the Outlook end-users, with RT's "no content" message and 3 attachments (1 text, 1 HTML message, and 1 attachment). Unfortunately there appear to be a number of ways for our "creatively-inclined" outlook email users to put a message in those formats (e.g. using "stationary", different format for signature files, forwarding someone else's message, etc..). I saw this similar type of bug pop-up a few years ago, unrelated to RT, with Eudora users (with 3 MIME types) emailing Netscape users. The message appeared blank.... So of course I asked our end users to email RT in plain-text and mentioned that their pretty email might not look so good to other people as well... Just the same I'd rather try to implement a fix in RT rather than preaching about why highly formatted email is stupid. My Build: RT 3.2.1 FreeBSD 4.8 Perl 5.8.4 Apache 1.3.31 mod_perl 1.29 Thanks, Mike From rt at brtnet.org Sun Sep 12 17:04:47 2004 From: rt at brtnet.org (Bruce Timberlake) Date: Sun, 12 Sep 2004 14:04:47 -0700 Subject: [rt-users] DBIx::SearchBuilder version Message-ID: <200409121404.47584.rt@brtnet.org> When I upgrade DBIx::SearchBuilder, and then do the 'r' command to see what other Perl modules need updating, DBIx::SearchBuilder::Report shows up. Ok, fine. When I install/upgrade that, though, it seems to revert DBIx::SearchBuilder, as a subsequent 'r' command shows DBIx::SearchBuilder as being v1.01 and "needing" v1.10 again. I'm not enough of a Perl guru to know what to fix/patch/etc. Anyone have any ideas?? TIA. From rt at brtnet.org Sun Sep 12 17:22:57 2004 From: rt at brtnet.org (Bruce Timberlake) Date: Sun, 12 Sep 2004 14:22:57 -0700 Subject: [rt-users] Re: DBIx::SearchBuilder version In-Reply-To: <200409121404.47584.rt@brtnet.org> References: <200409121404.47584.rt@brtnet.org> Message-ID: <200409121422.57735.rt@brtnet.org> > When I upgrade DBIx::SearchBuilder, and then do the 'r' command to see what > other Perl modules need updating, DBIx::SearchBuilder::Report shows up. Whoops. I actually meant DBIx::SearchBuilder::Record -- cpan> r Package namespace ? ? ? ? installed ? ?latest ?in CPAN file DBIx::SearchBuilder::Record ? ? undef v36.86.69.82.83. ? J/JE/JESSE/DBIx-SearchBuilder-1.01.tar.gz 2 installed modules have a version number of 0 210 installed modules have no parseable version number From susanm at jbpc.co.uk Sun Sep 12 18:27:22 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Sun, 12 Sep 2004 23:27:22 +0100 Subject: [rt-users] fetchmail, sendmail, postfix what to use In-Reply-To: <004501c49779$b35c1590$2da8c00a@Mrbigglesworth> References: <004501c49779$b35c1590$2da8c00a@Mrbigglesworth> Message-ID: <20040912232722.45004b61@zaphod> On Fri, 10 Sep 2004 17:04:02 -0400 "bob" wrote: > I just installed RT got it running so far.. i am using Debian (sarge) and > am having trouble getting the emailing to work.. You don't say what trouble you are having. What are you doing? What happens? What did you expect to happen? What's in the mail log files? > which is the best way to configure the mailing piece The documentation is pretty clear on this. > and what is the best mail program to use in > linux for this task... There are many to choose from: personally, I use Postfix. Which are you trying to use? > What I would like to do is use another server for > the SMTP traffic and another for the pop3 receipt. that is how our email > system is currently set up. Do you mean another server to receive SMTP or to send via? If the later, you need to set your MTA's "smarthost" to that server. If the former, please explain exactly how this setup should work. I don't understand your POP3 comment - POP3 is a protocol for collecting email, and is not really applicable to RT. From rocky at mindphone.org Sun Sep 12 18:25:52 2004 From: rocky at mindphone.org (Rocky) Date: Sun, 12 Sep 2004 16:25:52 -0600 Subject: [rt-users] AdminCC set to new Owner on Owner change Message-ID: <20040912222552.GC19419@mindphone.org> I've been searching for a way to add the owner of a ticket to the AdminCC field when ever the owner value changes. I searched the wiki and the list archives with little to no luck. the TicketObj->AddWatcher method seems to be exactly what i need to use to add the owner to the AdminCC field, but it seems i'm not using properly or something. Any help with what is wrong with the following scrip would be greatly appreciated. Thanks in advance. -Rocky ---------------------------Begin Test Scrip------------------------------------- Description: Test Scrip Condition: On Owner Change Action: User Defined; Custom action preparation code: return 1; Custom action cleanup code: my $xmid = $self->TicketObj->OwnerObj->Id; my $xmuser = RT::User->Load($xmid); my $xmemail = $xmuser->EmailAddress; $self->TicketObj->AddWatcher { Type => AdminCC, PrinicpalId => $xmid, Email => $xmemail}; return 1; Stage: TransactionCreate Template: Global Template: Blank -----------------------------End Test Scrip------------------------------------- -- ______________________________________________________________________ what's with today, today? rocky at mindphone.org From Srinivas.Balan at Sierraatlantic.com Sun Sep 12 22:31:00 2004 From: Srinivas.Balan at Sierraatlantic.com (Srinivas Balan) Date: Sun, 12 Sep 2004 19:31:00 -0700 Subject: [rt-users] RT for windows ..... Message-ID: <6F8DCE5A917BD611A0E0009027B6F905042ECA44@ns.sierraopt.com> Hi, Please let me know where can I get RT for windows. Regards, Srinivas Balan From nate at natetech.com Mon Sep 13 02:39:16 2004 From: nate at natetech.com (Nate Duehr) Date: Mon, 13 Sep 2004 00:39:16 -0600 Subject: [rt-users] fetchmail, sendmail, postfix what to use In-Reply-To: <004501c49779$b35c1590$2da8c00a@Mrbigglesworth> References: <004501c49779$b35c1590$2da8c00a@Mrbigglesworth> Message-ID: <41454094.50701@natetech.com> bob wrote: > I just installed RT got it running so far.. i am using Debian (sarge) > and am having trouble getting the emailing to work.. which is the best > way to configure the mailing piece and what is the best mail program to > use in linux for this task... What I would like to do is use another > server for the SMTP traffic and another for the pop3 receipt. that is > how our email system is currently set up. Sorry Bob, I'll have to agree with Susan's comments - you'll need to be a bit more specific. The "best" mail program is whatever one you're comfortable with. If you're not using one today, you'll be spending some time in the books on just about any of them to get them doing what you want. Susan mentioned she's using postfix, and if I were building a brand new server today, I'd probably consider going that route too, as I see benefits to it, but I'd be on a big learning curve myself. Currently on my RT system I'm using exim4 for the MTA on a Debian system, and the only reason really is that it was upgraded from older versions of Debian over the years and Debian used to use exim3 as a default MTA, so I got used to it. The "use another server" for the traffic part is not a problem or issue related to RT in any way, it's your MTA's job to route mail. Most MTA's have the ability to deliver mail to a "smarthost". That'll be the key word for finding out how to do that in your particular MTA's documentation. On the receipt part of e-mail, if you're hoping to set up multiple mail accounts on a remote machine to receive RT's mail and then pull them to the RT machine, you'll end up using fetchmail, most likely. If you've never set up Unix MTA's and fetchmail, you're in for quite a long while at the keyboard... that is not the easiest setup for a beginner... but if you must, you must... we all understand and have probably been there. Bite off one chunk of the elephant at a time... get your box working and your MTA of choice sending and receiving mail for some test user accounts. Once you have that going, you'll be able to integrate RT into the mix. -- Nate Duehr, nate at natetech.com From danie.marais at attix5.com Mon Sep 13 04:31:22 2004 From: danie.marais at attix5.com (Danie Marais) Date: Mon, 13 Sep 2004 10:31:22 +0200 Subject: [rt-users] Customizing a scrip to prevent too many mails References: <01c001c49594$7f7c0870$0a14a8c0@danie> <413F14BC.2090603@acronis.ru> <2cad01c49659$db589d50$0a14a8c0@danie> <41403681.8060409@acronis.ru> Message-ID: <048201c4996c$0f752670$0a14a8c0@danie> > Danie Marais wrote: > > Ruslan, > > > > I did as you suggested and it works fine. The mail contains the owner in > > the To: field and all AdminCC's with the owner again in the Bcc: field, but > > the mail server only delivers one email to the owner - even though he is in > > the To and Bcc fields. Which kinda sounds like the right thing to do :) > This is behaviour that I expected to see. > I think this thread would be interesting for other users. May be you > want put summary into the wiki article ;-) Sure - just tell me where to put it. Danie From niels=rt at bakker.net Mon Sep 13 06:16:34 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Mon, 13 Sep 2004 12:16:34 +0200 Subject: [rt-users] RT for windows ..... In-Reply-To: <6F8DCE5A917BD611A0E0009027B6F905042ECA44@ns.sierraopt.com> References: <6F8DCE5A917BD611A0E0009027B6F905042ECA44@ns.sierraopt.com> Message-ID: <20040913101633.GF1190@snowcrash.tpb.net> * Srinivas.Balan at Sierraatlantic.com (Srinivas Balan) [Mon 13 Sep 2004, 04:27 CEST]: > Please let me know where can I get RT for windows. > > Regards, > Srinivas Balan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com I left the mailing list footer in, because the answer to your question is at http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide -- Niels. -- From Scott.Morehead at pliantcorp.com Mon Sep 13 09:16:50 2004 From: Scott.Morehead at pliantcorp.com (Scott Morehead) Date: Mon, 13 Sep 2004 09:16:50 -0400 Subject: [rt-users] Help with install Message-ID: I have read every Read me file, searched on all the various sites but can not get things straight. I have downloaded perl 5.8.3 per RT instructions and installed and can run make install but when I try to initialize the database or do a "make dropdb" per the manual I keep getting the same message. "Can't locate locale/maketext.pm in" and then various directories but none for perl 5.8.3. This is the 3rd week I have been fighting this so don't feel I haven't tried. Throw the newbie a bone before I am completely bald. Thanks in advance. Scott Morehead Network Administrator Pliant Corp W - 757-820-0163 F - 757-888-6032 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bob at bobsemporium.com Mon Sep 13 09:21:01 2004 From: bob at bobsemporium.com (bob) Date: Mon, 13 Sep 2004 09:21:01 -0400 Subject: [rt-users] Help with install References: Message-ID: <002301c49994$83868fe0$2da8c00a@Mrbigglesworth> It would help to know what you are installing it on... Ret Hat.. Debian... SUSE??? WIndows? Don;t feel alone it took me 15 installations of debian before I figured out and could get it to install correctly.. still working on the mail piece though... ----- Original Message ----- From: Scott Morehead To: RT User list (rt-users at lists.bestpractical.com) Sent: Monday, September 13, 2004 9:16 AM Subject: [rt-users] Help with install I have read every Read me file, searched on all the various sites but can not get things straight. I have downloaded perl 5.8.3 per RT instructions and installed and can run make install but when I try to initialize the database or do a "make dropdb" per the manual I keep getting the same message. "Can't locate locale/maketext.pm in" and then various directories but none for perl 5.8.3. This is the 3rd week I have been fighting this so don't feel I haven't tried. Throw the newbie a bone before I am completely bald. Thanks in advance. Scott Morehead Network Administrator Pliant Corp W - 757-820-0163 F - 757-888-6032 ------------------------------------------------------------------------------ _______________________________________________ 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 cubic at acronis.ru Mon Sep 13 09:38:19 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 13 Sep 2004 17:38:19 +0400 Subject: [rt-users] Help with install In-Reply-To: References: Message-ID: <4145A2CB.2020604@acronis.ru> Scott Morehead wrote: > I have read every Read me file, searched on all the various sites but If read README then you saw that it's step-by-step instuctions. Please goto step '3.1 Check for compliance' and run `rt-test-dependencies`. Send us output. > can not get things straight. I have downloaded perl 5.8.3 per RT > instructions and installed and can run make install but when I try to > initialize the database or do a "make dropdb" per the manual I keep > getting the same message. "Can't locate locale/maketext.pm in" and then > various directories but none for perl 5.8.3. This is the 3^rd week I Please next time insert exact error message especially when you don't know why something goes wrong. I think that you've old perl near and installed new perl5.8.3 into another dir and uses old perl instead of new one. > have been fighting this so don't feel I haven't tried. Throw the > newbie a bone before I am completely bald. Thanks in advance. > From Richard.Ellis at Sun.COM Mon Sep 13 09:57:52 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Mon, 13 Sep 2004 14:57:52 +0100 Subject: [rt-users] Help with install In-Reply-To: <20040913131758.E1B6784C090@pallas.eruditorum.org> References: <20040913131758.E1B6784C090@pallas.eruditorum.org> Message-ID: <1095083870.28429.51.camel@sr-egmp02-04> Have you tried a perl -v to see that you OS is pointing to the right version of perl now? It sounds like a *nix box and its calling the wrong one, so try which perl then use that path e.g. which perl system reports /usr/local/bin/perl then run /usr/local/bin/perl -v hope this helps From Scott.Morehead at pliantcorp.com Mon Sep 13 10:13:19 2004 From: Scott.Morehead at pliantcorp.com (Scott Morehead) Date: Mon, 13 Sep 2004 10:13:19 -0400 Subject: [rt-users] (no subject) Message-ID: Thanks for the quick responses, several of you nailed it on the head. Although I had installed perl 5.8.3 when I did a perl -v (thanks Jorn) it showed the old version. Great Help. Scott Morehead Network Administrator Pliant Corp W - 757-820-0163 F - 757-888-6032 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Richard.Ellis at Sun.COM Mon Sep 13 09:53:35 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Mon, 13 Sep 2004 14:53:35 +0100 Subject: [rt-users] Custom Fields in Templates In-Reply-To: <20040726160004.D3AD484C09F@pallas.eruditorum.org> References: <20040726160004.D3AD484C09F@pallas.eruditorum.org> Message-ID: <1095083614.28429.47.camel@sr-egmp02-04> It's probably just me having a bad Monday, but I can't seem to get a working syntax to extract a Custom Field value into a template, so that we can personalise the reply. The scrip on the wiki to extract them all works wonderfully, but we only want two in the template. {$Ticket->QueueObj->CustomFields(First_Name)} just returns RT::CustomFields=HASH(0x202f00c) and attempts to get the value back are even less successful. Anyone feel like helping me feel a little less dumb today? Thanks Rik From ch at westend.com Mon Sep 13 10:19:54 2004 From: ch at westend.com (Christian Hammers) Date: Mon, 13 Sep 2004 16:19:54 +0200 Subject: [rt-users] Custom Fields in Templates In-Reply-To: <1095083614.28429.47.camel@sr-egmp02-04> References: <20040726160004.D3AD484C09F@pallas.eruditorum.org> <1095083614.28429.47.camel@sr-egmp02-04> Message-ID: <20040913141954.GK866@westend.com> On Mon, Sep 13, 2004 at 02:53:35PM +0100, Richard Ellis wrote: > {$Ticket->QueueObj->CustomFields(First_Name)} > just returns > RT::CustomFields=HASH(0x202f00c) > and attempts to get the value back are even less successful. Try {$Ticket->QueueObj->CustomFields{First_Name}} with curly braces. 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 bob at bobsemporium.com Mon Sep 13 10:28:51 2004 From: bob at bobsemporium.com (bob) Date: Mon, 13 Sep 2004 10:28:51 -0400 Subject: [rt-users] Emailing programs References: <20040726160004.D3AD484C09F@pallas.eruditorum.org><1095083614.28429.47.camel@sr-egmp02-04> <20040913141954.GK866@westend.com> Message-ID: <006201c4999d$fd97b670$2da8c00a@Mrbigglesworth> What emailing programs do you use for RT... sendmail.. fetchmail... I am having issues setting it up to send and recive email since our pop3 and smtp servers are not the RT server... From pseymour at servervault.com Mon Sep 13 10:35:01 2004 From: pseymour at servervault.com (Seymour, Paul) Date: Mon, 13 Sep 2004 10:35:01 -0400 Subject: [rt-users] Emailing programs Message-ID: <62FD0D635351E84B993539F15F5FE1CD034B85@mail1.dulles.sv.int> Postfix! Postfix is the greatest mail server ever. It's so feature rich yet so easy to understand and do what you need it to do. Powerful is just an understatement. Paul -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of bob Sent: Monday, September 13, 2004 10:29 AM To: RT USERS Subject: [rt-users] Emailing programs What emailing programs do you use for RT... sendmail.. fetchmail... I am having issues setting it up to send and recive email since our pop3 and smtp servers are not the RT server... _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Mon Sep 13 11:22:06 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 13 Sep 2004 19:22:06 +0400 Subject: [rt-users] Custom Fields in Templates In-Reply-To: <1095083614.28429.47.camel@sr-egmp02-04> References: <20040726160004.D3AD484C09F@pallas.eruditorum.org> <1095083614.28429.47.camel@sr-egmp02-04> Message-ID: <4145BB1E.2020906@acronis.ru> Does it help? http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail Richard Ellis wrote: > It's probably just me having a bad Monday, but I can't seem to get a > working syntax to extract a Custom Field value into a template, so that > we can personalise the reply. > > The scrip on the wiki to extract them all works wonderfully, but we only > want two in the template. > > {$Ticket->QueueObj->CustomFields(First_Name)} > > just returns > > RT::CustomFields=HASH(0x202f00c) > > and attempts to get the value back are even less successful. > > Anyone feel like helping me feel a little less dumb today? > > Thanks > > Rik > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Richard.Ellis at Sun.COM Mon Sep 13 11:24:49 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Mon, 13 Sep 2004 16:24:49 +0100 Subject: [rt-users] Custom Fields in Templates In-Reply-To: <4145BB1E.2020906@acronis.ru> References: <20040726160004.D3AD484C09F@pallas.eruditorum.org> <1095083614.28429.47.camel@sr-egmp02-04> <4145BB1E.2020906@acronis.ru> Message-ID: <1095089087.28429.56.camel@sr-egmp02-04> Hi Ruslan, Thats close, but it extracts every single one and we only want two of them. I'm in the process of editing the wiki to add the instructions I have found that work. Thanks Rik On Mon, 2004-09-13 at 16:22, Ruslan U. Zakirov wrote: > Does it help? > http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail > > Richard Ellis wrote: > > It's probably just me having a bad Monday, but I can't seem to get a > > working syntax to extract a Custom Field value into a template, so that > > we can personalise the reply. > > > > The scrip on the wiki to extract them all works wonderfully, but we only > > want two in the template. > > > > {$Ticket->QueueObj->CustomFields(First_Name)} > > > > just returns > > > > RT::CustomFields=HASH(0x202f00c) > > > > and attempts to get the value back are even less successful. > > > > Anyone feel like helping me feel a little less dumb today? > > > > Thanks > > > > Rik > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From bob at bobsemporium.com Mon Sep 13 11:57:58 2004 From: bob at bobsemporium.com (bob) Date: Mon, 13 Sep 2004 11:57:58 -0400 Subject: [rt-users] Emailing programs References: <7DE01782B2345640AD55C17C5D2888DC05F7EC@ausexm2.aus.starcore-dsp.com> Message-ID: <00b401c499aa$70cb05a0$2da8c00a@Mrbigglesworth> So basically I am either in for a world of hurt or I need to set an alias up like helpdesk at bobsemporium.com forwarded to the RT server box.. correct? or I could venture into uncharted territory... ----- Original Message ----- From: "Jim Rowan" To: "bob" ; "RT USERS" Sent: Monday, September 13, 2004 11:43 AM Subject: RE: [rt-users] Emailing programs You're going to want to break your local convention on pop3. You need to get the mail that is destined to go into RT delivered to the machine that RT runs on. You're not going to use pop at all in this case. This change will happen on some other machine. (Probably on your current mail server, adding an alias to forward RT's mail.) On the RT machine you need either sendmail or postfix (or some other MTA). It will be involved in both sending and receiving. Sendmail is probably easier to set up for this particular situation, but I believe there are directions for both floating around somewhere. If you diverge from this simple architecture, and instead try to use pop (and fetchmail or similar) you are moving into a more complicated situation that is less well documented. Jim Rowan From jim.rowan at starcore-dsp.com Mon Sep 13 11:43:03 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Mon, 13 Sep 2004 10:43:03 -0500 Subject: [rt-users] Emailing programs Message-ID: <7DE01782B2345640AD55C17C5D2888DC05F7EC@ausexm2.aus.starcore-dsp.com> You're going to want to break your local convention on pop3. You need to get the mail that is destined to go into RT delivered to the machine that RT runs on. You're not going to use pop at all in this case. This change will happen on some other machine. (Probably on your current mail server, adding an alias to forward RT's mail.) On the RT machine you need either sendmail or postfix (or some other MTA). It will be involved in both sending and receiving. Sendmail is probably easier to set up for this particular situation, but I believe there are directions for both floating around somewhere. If you diverge from this simple architecture, and instead try to use pop (and fetchmail or similar) you are moving into a more complicated situation that is less well documented. Jim Rowan From jim.rowan at starcore-dsp.com Mon Sep 13 12:07:51 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Mon, 13 Sep 2004 11:07:51 -0500 Subject: [rt-users] Emailing programs Message-ID: <7DE01782B2345640AD55C17C5D2888DC05F7ED@ausexm2.aus.starcore-dsp.com> If you're not fairly expert in mail systems, yes. If you're completely at ease with fetchmail, etc... it isn't really that complicated. Incoming mail gets piped to a program that comes with RT that parses it and feeds it into the database. You still have to be able to send outgoing mail; that implies that you will still have to set up some MTA on the RT system for outgoing purposes... and you have to arrange for the outgoing mail to have an appropriate address format.... By the time you've arranged for the outgoing mail, you have done most of the work needed to do the simple version of incoming mail. Jim From rainer at ultra-secure.de Mon Sep 13 15:11:33 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 13 Sep 2004 21:11:33 +0200 Subject: [rt-users] Emailing programs In-Reply-To: <006201c4999d$fd97b670$2da8c00a@Mrbigglesworth> References: <20040726160004.D3AD484C09F@pallas.eruditorum.org> <1095083614.28429.47.camel@sr-egmp02-04> <20040913141954.GK866@westend.com> <006201c4999d$fd97b670$2da8c00a@Mrbigglesworth> Message-ID: <1095102692.4431.1200.camel@linux-mobile.example.net> Am Mo, den 13.09.2004 schrieb bob um 16:28: > What emailing programs do you use for RT... sendmail.. I use qmail, but that's only because the box allready had it. > fetchmail... I am You might need that if you don't operate a "real" mailserver that is also MX for its domain (which you seem to happen to do). > having issues setting it up to send and recive email since our pop3 and smtp > servers are not the RT server... You can install the rt-mailgate on the mailserver. Then, you don't need to setup any incoming mail-server for your RT-server, as the tickets will be forwarded via WWW. The RT-server will just have to be configured to relay outgoing mails via your central mail-server. If you can't do this, you must find some other way to have mail delivered to your RT-server via your MX. This largely depends on the mailserver-software on your MX. Had you provided this information upfront, nobody would have needed to "guess" that you're probably using some sort of POP3-fetcher to get your mails into your (windows) mailserver (merak). Rainer -- =================================================== ~ Rainer Duffner - rainer at ultra-secure.de ~ ~ Freising - Munich - Germany ~ ~ Unix - Linux - BSD - OpenSource - Security ~ ~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~ =================================================== From bob at bobsemporium.com Mon Sep 13 15:39:19 2004 From: bob at bobsemporium.com (bob) Date: Mon, 13 Sep 2004 15:39:19 -0400 Subject: [rt-users] Emailing programs References: <20040726160004.D3AD484C09F@pallas.eruditorum.org> <1095083614.28429.47.camel@sr-egmp02-04> <20040913141954.GK866@westend.com> <006201c4999d$fd97b670$2da8c00a@Mrbigglesworth> <1095102692.4431.1200.camel@linux-mobile.example.net> Message-ID: <000301c499c9$5ca267c0$2da8c00a@Mrbigglesworth> Actually... i am not setting up RT for this domain on on this system.. this is my personal email and system(s). the RT is going on a work server.. Currently our email is handled by a third party server and provider. We do have smtp servers we use for off items such and IDs and other systems... so don't assume what we have set up via this email and domain is the same and what I am trying to set up... All in all it looks as If i will ahve to use sendmail to mail the items out and fetchmail to bring them in from the pop3 server... ----- Original Message ----- From: "Rainer Duffner" To: "bob" Cc: "RT USERS" Sent: Monday, September 13, 2004 3:11 PM Subject: Re: [rt-users] Emailing programs > Am Mo, den 13.09.2004 schrieb bob um 16:28: >> What emailing programs do you use for RT... sendmail.. > > I use qmail, but that's only because the box allready had it. > >> fetchmail... I am > > You might need that if you don't operate a "real" mailserver that is > also MX for its domain (which you seem to happen to do). > >> having issues setting it up to send and recive email since our pop3 and >> smtp >> servers are not the RT server... > > You can install the rt-mailgate on the mailserver. Then, you don't need > to setup any incoming mail-server for your RT-server, as the tickets > will be forwarded via WWW. > The RT-server will just have to be configured to relay outgoing mails > via your central mail-server. > > If you can't do this, you must find some other way to have mail > delivered to your RT-server via your MX. > This largely depends on the mailserver-software on your MX. > > Had you provided this information upfront, nobody would have needed to > "guess" that you're probably using some sort of POP3-fetcher to get your > mails into your (windows) mailserver (merak). > > > > > 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 rroff at stny.rr.com Mon Sep 13 15:43:48 2004 From: rroff at stny.rr.com (Russ Roff) Date: Mon, 13 Sep 2004 15:43:48 -0400 Subject: [rt-users] Adding fields to Users table Message-ID: <200409131943.i8DJhkv2019969@ms-smtp-03.nyroc.rr.com> I had this working before, but since we upgraded from 3.0.10 to 3.2 I broke it and can't recall where I started. It's been so long since I modified RT code, I can't remember what I did. I added new columns to the Users table, and I want to modify the RT module code and Mason files to manipulate them. The Wiki says to copy User_Overlay and modify that, but when I look at the file it doesn't define any of the arguments for the Users table in it. Those are defined in User.pm, so I copied that, deleted everything I wasn't going to change, and tried to add the new fields along side the existing ones. There were 3 locations that included the Users fields in User.pm: Under sub Create: My %args = ( list of fields ) Again under sub Create, this time in a SUPER declaration, which I know isn't something I want to muck with. And finally under sub _CoreAccessible Two questions then - should I really be copying and modifying User_Overlay, as the Wiki says, or should I be copying and modifying User.pm (the autogenerated one)? In either case, which hashes do I need to add the fields to? Any help appreciated - thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From susanm at jbpc.co.uk Mon Sep 13 16:46:28 2004 From: susanm at jbpc.co.uk (Susan McConnell) Date: Mon, 13 Sep 2004 21:46:28 +0100 Subject: [rt-users] Emailing programs In-Reply-To: <000301c499c9$5ca267c0$2da8c00a@Mrbigglesworth> References: <20040726160004.D3AD484C09F@pallas.eruditorum.org> <1095083614.28429.47.camel@sr-egmp02-04> <20040913141954.GK866@westend.com> <006201c4999d$fd97b670$2da8c00a@Mrbigglesworth> <1095102692.4431.1200.camel@linux-mobile.example.net> <000301c499c9$5ca267c0$2da8c00a@Mrbigglesworth> Message-ID: <20040913214628.23658b36@zaphod> On Mon, 13 Sep 2004 15:39:19 -0400 "bob" wrote: > We do have smtp servers we use for off items such and IDs and other > systems I've been working with Linux and Unix for nearly twenty years. I have no idea what you are talking about. > All in all it looks as If i will ahve to use sendmail to mail the items > out and fetchmail to bring them in from the pop3 server... No, you can use almost any MTA to send out, and if you do use fetchmail to bring in mail then you need to figure out how to pass it to RT. Personally, I'd install an MTA (e.g. Postfix) locally, which will make it much easier. If you have problems with RT (or anything else, really) in the future, may I suggest you post a note along these lines: - What you are trying to achieve - What you have done to achieve it - What happened - What you expected to happen - What steps you have take to troubleshoot so far (eg, log file extracts) From joe.thurgood at vexcel.com Mon Sep 13 21:26:28 2004 From: joe.thurgood at vexcel.com (Jolyon D Thurgood) Date: Mon, 13 Sep 2004 19:26:28 -0600 Subject: [rt-users] Keeping users invisible to each other Message-ID: <006a01c499f9$de611fb0$7704a8c0@joethurgood> To experienced RT users ..... I am attempting to use RT/RTFM 3.0.10 in a customer support environment, where it is important that no one user has visibility to anyone else who is also a user. For example, with my current configuration, it seems that any user after logging in can select configuration, users, can see the entire list of users, then even view their email/phone etc. under preference. My only rights granted to the group "customers" is to allow them access to certain queues and classes of FAQ. How can I prevent them from seeing any information about other users? I would appreciate some guidance here. Thanks, Joe. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gutenpress at gmail.com Tue Sep 14 10:01:40 2004 From: gutenpress at gmail.com (Sean Johnson) Date: Tue, 14 Sep 2004 10:01:40 -0400 Subject: [rt-users] Problem with AND/OR on 3.2.1 In-Reply-To: <4141D698.1070307@acronis.ru> References: <4141D698.1070307@acronis.ru> Message-ID: <11fc6a2504091407017b636e8a@mail.gmail.com> A shorter link: http://tinyurl.com/3z62n From wkelleher at qualitypayroll.com Tue Sep 14 10:17:25 2004 From: wkelleher at qualitypayroll.com (wkelleher at qualitypayroll.com) Date: Tue, 14 Sep 2004 10:17:25 -0400 Subject: [rt-users] Emailing programs Message-ID: <21C536E9D898D211BB8300A0241339276391DE@AA_TAX> We too have an off site email server we pop in for email. I created an email account for RT there and I forward the email to vasupport at xxx.xxx.xxx.xxx the x's are one of my ip address's. I have opened up port 110 to my RT server where I use sendmail. I originally did the same sort of thing with our in house exchange server but we moved email off site. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of bob > Sent: Monday, September 13, 2004 3:39 PM > To: Rainer Duffner > Cc: RT USERS > Subject: Re: [rt-users] Emailing programs > > > Actually... i am not setting up RT for this domain on on this > system.. this > is my personal email and system(s). the RT is going on a work server.. > > Currently our email is handled by a third party server and > provider. We do > have smtp servers we use for off items such and IDs and other > systems... so > don't assume what we have set up via this email and domain is > the same and > what I am trying to set up... > > All in all it looks as If i will ahve to use sendmail to mail > the items out > and fetchmail to bring them in from the pop3 server... > > > ----- Original Message ----- > From: "Rainer Duffner" > To: "bob" > Cc: "RT USERS" > Sent: Monday, September 13, 2004 3:11 PM > Subject: Re: [rt-users] Emailing programs > > > > Am Mo, den 13.09.2004 schrieb bob um 16:28: > >> What emailing programs do you use for RT... sendmail.. > > > > I use qmail, but that's only because the box allready had it. > > > >> fetchmail... I am > > > > You might need that if you don't operate a "real" mailserver that is > > also MX for its domain (which you seem to happen to do). > > > >> having issues setting it up to send and recive email since > our pop3 and > >> smtp > >> servers are not the RT server... > > > > You can install the rt-mailgate on the mailserver. Then, > you don't need > > to setup any incoming mail-server for your RT-server, as the tickets > > will be forwarded via WWW. > > The RT-server will just have to be configured to relay > outgoing mails > > via your central mail-server. > > > > If you can't do this, you must find some other way to have mail > > delivered to your RT-server via your MX. > > This largely depends on the mailserver-software on your MX. > > > > Had you provided this information upfront, nobody would > have needed to > > "guess" that you're probably using some sort of > POP3-fetcher to get your > > mails into your (windows) mailserver (merak). > > > > > > > > > > Rainer > > -- > > =================================================== > > ~ Rainer Duffner - rainer at ultra-secure.de ~ > > ~ Freising - Munich - Germany ~ > > ~ Unix - Linux - BSD - OpenSource - Security ~ > > ~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~ > > =================================================== > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From Scott.Morehead at pliantcorp.com Tue Sep 14 11:00:42 2004 From: Scott.Morehead at pliantcorp.com (Scott Morehead) Date: Tue, 14 Sep 2004 11:00:42 -0400 Subject: [rt-users] initialize-database error Message-ID: I have got perl 5.8.3 working but still can not initialize the database /usr/local/bin/perl //opt/rt3/sbin/rt-setup-database -action init -dba root -prompt-for-dba-password Can't locate Locale/maketext/lexicon.pm in @INC <@INC contains: /opt/rt3/lib /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 At /opt/rt3/lib/RT/I18n.pm line 34. BEGIN failed-compilation aborted at /opt/rt3/lib/RT/I18n.pm line 34. Compilation failed in require at /opt/rt3/lib/RT.pm line 29 BEGIN failed Compilation failed in require at //opt/rt3/sbin/rt-setup-database line 36 Make:*** [initialize-database] Error 2 Thanks in advance for any help, I am ready to pay the $2,000.00 to Best Practical and get this thing setup. Scott Morehead Network Administrator Pliant Corp W - 757-820-0163 F - 757-888-6032 -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Tue Sep 14 11:09:40 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 14 Sep 2004 19:09:40 +0400 Subject: [rt-users] initialize-database error In-Reply-To: References: Message-ID: <414709B4.4020300@acronis.ru> Did you run 'rt-test-dependencies' script? Scott Morehead wrote: > I have got perl 5.8.3 working but still can not initialize the database > > /usr/local/bin/perl //opt/rt3/sbin/rt-setup-database -action init -dba > root -prompt-for-dba-password > > Can't locate Locale/maketext/lexicon.pm in @INC <@INC contains: > /opt/rt3/lib /usr/local/lib/perl5/5.8.3/i686-linux > /usr/local/lib/perl5/5.8.3 > > At /opt/rt3/lib/RT/I18n.pm line 34. > > BEGIN failed-compilation aborted at /opt/rt3/lib/RT/I18n.pm line 34. > > Compilation failed in require at /opt/rt3/lib/RT.pm line 29 > > BEGIN failed > > Compilation failed in require at //opt/rt3/sbin/rt-setup-database line 36 > > Make:*** [initialize-database] Error 2 > > > > Thanks in advance for any help, I am ready to pay the $2,000.00 to Best > Practical and get this thing setup. From bfdi533 at cbacc-security3.mccombs.utexas.edu Tue Sep 14 13:22:23 2004 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Tue, 14 Sep 2004 12:22:23 -0500 Subject: [rt-users] resolved message Message-ID: <1095182543.7393.15.camel@cbacc-security3.bus.utexas.edu> When I go to resolve a ticket, I get the default resolved template, which is fine. But, when I enter text into the "Message" field on the screen, it does not show up in the resolved message to the user. I have tried {$Ticket->Message} but that does not do it. How do I get my message to appear in the template? What RT field do I need to insert to get it to show up? Ed From JChen at paymentone.com Tue Sep 14 13:55:07 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Tue, 14 Sep 2004 10:55:07 -0700 Subject: [rt-users] resolved message Message-ID: <6D6E09D687772640AA41F009EB85FE0505742343@CPMAL00.corpnet.p1.local> Try this one... it seems the code has changed. The last one I used was not totally what I wanted but its better than nothing. http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Ed Davison > Sent: Tuesday, September 14, 2004 10:22 AM > To: rt-users > Subject: [rt-users] resolved message > > When I go to resolve a ticket, I get the default resolved template, > which is fine. But, when I enter text into the "Message" field on the > screen, it does not show up in the resolved message to the user. > > I have tried {$Ticket->Message} but that does not do it. > > How do I get my message to appear in the template? What RT field do I > need to insert to get it to show up? > > Ed > > > _______________________________________________ > 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 bfdi533 at cbacc-security3.mccombs.utexas.edu Tue Sep 14 14:06:40 2004 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Tue, 14 Sep 2004 13:06:40 -0500 Subject: [rt-users] resolved message In-Reply-To: <6D6E09D687772640AA41F009EB85FE0505742343@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0505742343@CPMAL00.corpnet.p1.local> Message-ID: <1095185200.7390.22.camel@cbacc-security3.bus.utexas.edu> Yes, perfect! That does the trick exactly. Ed On Tue, 2004-09-14 at 12:55, Jonathan Chen wrote: > Try this one... it seems the code has changed. The last one I used was not totally what I wanted but its better than nothing. > > http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Ed Davison > > Sent: Tuesday, September 14, 2004 10:22 AM > > To: rt-users > > Subject: [rt-users] resolved message > > > > When I go to resolve a ticket, I get the default resolved template, > > which is fine. But, when I enter text into the "Message" field on the > > screen, it does not show up in the resolved message to the user. > > > > I have tried {$Ticket->Message} but that does not do it. > > > > How do I get my message to appear in the template? What RT field do I > > need to insert to get it to show up? > > > > Ed > > > > > > _______________________________________________ > > 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 bdaniels at fpoint.com Tue Sep 14 15:04:15 2004 From: bdaniels at fpoint.com (Brian Daniels) Date: Tue, 14 Sep 2004 15:04:15 -0400 Subject: [rt-users] rt2.0-to-dumpfile not creating any tickets Message-ID: <4.3.2.7.2.20040914145831.0163ab60@pop.mindspring.com> We are attempting to migrate from a RT 2.0.15 system to RT 3.2.1. Our database has around 66,500 tickets in it. When I run: ./rt-2.0-to-dumpfile /home/bdaniels/RT2DUMP it returns to a prompt without errors several hours later. My RT2DUMP directory contains: 30130448 Sep 14 12:45 metadata 4096 Sep 14 09:17 tickets-0 and the tickets-0 directory is empty. I assume the large number of tickets is running into issues somewhere? Is there any way to have rt2-to-dumpfile work on smaller batches? Thanks, Brian From Dan.Hobbs at avizatechnology.com Tue Sep 14 20:04:32 2004 From: Dan.Hobbs at avizatechnology.com (Dan Hobbs) Date: Tue, 14 Sep 2004 17:04:32 -0700 Subject: [rt-users] Users names are not shown on the configuration/users/select a user page Message-ID: <29C909D2F8056E4AAADD9531B8AC07DA01150033@svmail.svly.avizatechnology.com> I have just finished added (for the first time) several users to RT (3.2.1 using MySQL). I also added groups and queues. When I attempt to see the users for configuration they do not show on the Users/confriguration page. However, both groups and queues show all of the entries. What could be the issue? I can seen all of the user entries using mysql and a query against the Users table. Thank you Dan From shiqing.qiu at g-phone.com.cn Tue Sep 14 23:38:03 2004 From: shiqing.qiu at g-phone.com.cn (Lao Qiu) Date: Wed, 15 Sep 2004 11:38:03 +0800 Subject: [rt-users] who has the right to approval? Message-ID: <006801c49ad5$6c139230$4801a8c0@commonor08b43c> Hello, I set a scrip for a queue,the condition is "on create",the action is create tickets,the template is below: ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: General Type: Approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT But where could I can set the user who has the right to approval? Thanks! Shiqing qiu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpowell at gccwired.com Tue Sep 14 23:57:41 2004 From: jpowell at gccwired.com (Jason Powell) Date: Tue, 14 Sep 2004 22:57:41 -0500 Subject: [rt-users] Windows support? Message-ID: <31B5C58511AE2047B622A1C9E02BDA070191E2@email.gcc.local> Hello all, I've been looking at different issue tracking solutions for a few months now and feel that RT has what our organization needs. I have installed elixus RT 3.0.11-2 on a WinXP box for testing and so far so good. I have not yet tried to get the email functionality to work. My question is how much support is available for troubleshooting, customizing, etc the Windows Installation package? Though I've installed Redhat and other Linux flavors a half a dozen times I still consider myself a very novice Linux user. Am I asking for trouble down the road by using the WIn version or should I bite the bullet on the learning curve and go with one of the other more supported Linux/FreeBSD packages? Any feedback would be appreciated...especially for those that have "been there, done that." Thanks, Jason Jason Powell Director of Technology Granger Community Church 630 E. University Drive Granger, IN 46530 574.243.3506, x305 * jpowell at gccwired.com * GCCwired.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From autrijus at autrijus.org Wed Sep 15 00:32:03 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 15 Sep 2004 12:32:03 +0800 Subject: [rt-users] Windows support? In-Reply-To: <31B5C58511AE2047B622A1C9E02BDA070191E2@email.gcc.local> References: <31B5C58511AE2047B622A1C9E02BDA070191E2@email.gcc.local> Message-ID: <20040915043203.GA62605@aut.dyndns.org> On Tue, Sep 14, 2004 at 10:57:41PM -0500, Jason Powell wrote: > Am I asking for trouble down the road by using the WIn version or should I > bite the bullet on the learning curve and go with one of the other more > supported Linux/FreeBSD packages? As the maintainer for both the Windows and FreeBSD port, I think both are stable enough for out-of-box needs, but if you are going to seriously customize RT toward your organization's goals, then FreeBSD is a better choice. Because that more RT hackers use some kind of Unix as their native platform, it is easier to find support, resources, and configuration options there. For example, although I sell support for the Windows port as part of my business (mostly to Chinese-speaking customers), I do all my RT related development on FreeBSD myself. Upgrading and tweaking invidivual components (database, http server, cpan modules) is also much easier with a sane package management system, instead of relying on hand-managed versions. :-) Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From C.A.Franks at dundee.ac.uk Wed Sep 15 05:21:21 2004 From: C.A.Franks at dundee.ac.uk (Carl Franks) Date: Wed, 15 Sep 2004 10:21:21 +0100 Subject: [rt-users] vanilla CGI install Message-ID: Hi, Is it possible to install RT on a linux machine without modperl or fastcgi? I've searched the archive but can't find anything that gives a definite yes or no answer. If it's possible, could someone give me some advice or a pointer to discussion/docs. (I know performance will be somewhat slow, but that's not really an issue for me). Cheers, Carl From eannatone at betterits.com Wed Sep 15 09:00:19 2004 From: eannatone at betterits.com (Edward Annatone) Date: Wed, 15 Sep 2004 09:00:19 -0400 Subject: [rt-users] Apache issue? In-Reply-To: <31B5C58511AE2047B622A1C9E02BDA070191E2@email.gcc.local> Message-ID: <20040915130020.1E70A23A15@smeagol.dreamhost.com> When I test the dependencies of my install everything is found I can also do the make install and everything goes well I put all the info it said to put into the http.conf file But when I re-start apache I get the apache default page One time I got a broken install page that re-directed me to the bestpractical website Any suggestions on how to make the re-direction to rt work Thank you Ed ------------------------------------------------------ Edward A. Annatone BetterITS LLC O 203.848.1677 C 203.887.4508 HYPERLINK "mailto:eannatone at betterits.com"eannatone at betterits.com 151 East Street, 1st Floor New Haven, CT 06511 HYPERLINK "http://www.BetterITS.com" \nwww.BetterITS.com _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason Powell Sent: Tuesday, September 14, 2004 11:58 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Windows support? Hello all, I've been looking at different issue tracking solutions for a few months now and feel that RT has what our organization needs. I have installed elixus RT 3.0.11-2 on a WinXP box for testing and so far so good. I have not yet tried to get the email functionality to work. My question is how much support is available for troubleshooting, customizing, etc the Windows Installation package? Though I've installed Redhat and other Linux flavors a half a dozen times I still consider myself a very novice Linux user. Am I asking for trouble down the road by using the WIn version or should I bite the bullet on the learning curve and go with one of the other more supported Linux/FreeBSD packages? Any feedback would be appreciated...especially for those that have "been there, done that." Thanks, Jason Jason Powell Director of Technology Granger Community Church 630 E. University Drive Granger, IN 46530 574.243.3506, x305 * HYPERLINK "mailto:jpowell at gccwired.com" \njpowell at gccwired.com * GCCwired.com --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.749 / Virus Database: 501 - Release Date: 9/1/2004 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.749 / Virus Database: 501 - Release Date: 9/1/2004 -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Wed Sep 15 11:14:39 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 15 Sep 2004 11:14:39 -0400 Subject: [rt-users] vanilla CGI install In-Reply-To: References: Message-ID: On Sep 15, 2004, at 5:21 AM, Carl Franks wrote: > If it's possible, could someone give me some advice or a pointer to > discussion/docs. yes, it can. pretend "/usr/bin/perl" is the name of your speedycgi executable, and don't try to configure the mod_speedycgi into apache. if you rename the speedycgi handler to end in ".cgi" it might just work without any httpd configs. otherwise, just convince apache to run ".scgi" scripts via the cgi handler. It will be dog slow. You might as well install speedycgi and use it. it is a very small module. Vivek Khera, Ph.D. +1-301-869-4449 x806 From jari at utu.fi Wed Sep 15 10:16:01 2004 From: jari at utu.fi (Jari Lehtonen) Date: Wed, 15 Sep 2004 17:16:01 +0300 Subject: [rt-users] Postgres error on new ticket creation (3.2.1) Message-ID: Hello, we just received an email that failed to create a ticket in our RT. At first I thought it was a one-time occurrence, and bounced the message again into RT from our archive mailbox. The same error happened again. The email looks quite ok (I can provide it in UUencoded format for tests, Jesse). Our environment is - RT 3.2.1 - FreeBSD 5.1-RELEASE - Apache 1.3.31 - perl 5.8.5 - mod_perl 1.29 - postgres database The installation was a clean install, using existing 3.0.9 database. I went through the database creation scripts looking for differences and applied required changes to database (creation of Attachments table, couple of other things). I might have missed something. The Postgres error message follows. Any thoughts? This is the first problem of any kind in the two weeks we've been using RT 3.2.1. Sep 15 16:55:04 oban RT: DBD::Pg::st execute failed: ERROR: value too long for type character varying(255) at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: RT::Handle=HASH(0x982d944) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: DBD::Pg::st execute failed: ERROR: current transaction is aborted, queries ignored until end of transaction block at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: RT::Handle=HASH(0x982d944) couldn't execute the 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 = '38594' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '7494') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '5')) 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' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: DBD::Pg::st execute failed: ERROR: current transaction is aborted, queries ignored until end of transaction block at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: RT::Handle=HASH(0x982d944) couldn't execute the 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 = '38594' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '7494') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '5')) AND ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 7494) OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 5) ) AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group') LIMIT 1' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: DBD::Pg::st execute failed: ERROR: current transaction is aborted, queries ignored until end of transaction block at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: RT::Handle=HASH(0x982d944) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: DBD::Pg::st execute failed: ERROR: current transaction is aborted, queries ignored until end of transaction block at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt-3.2.1/lib/RT.pm:250) Sep 15 16:55:04 oban RT: RT::Handle=HASH(0x982d944) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt-3.2.1/lib/RT.pm:250) -- Jari Lehtonen Unix & Network services Computing Center University of Turku, Finland From data2 at cablespeed.com Wed Sep 15 12:49:22 2004 From: data2 at cablespeed.com (Jon Krause) Date: Wed, 15 Sep 2004 12:49:22 -0400 Subject: [rt-users] Keeping users invisible to each other References: <006a01c499f9$de611fb0$7704a8c0@joethurgood> Message-ID: <08fc01c49b43$f41111d0$05dc3818@mdm2205> MessageJoe wrote: <<<<<<<<<<<<<<< To experienced RT users ..... I am attempting to use RT/RTFM 3.0.10 in a customer support environment, where it is important that no one user has visibility to anyone else who is also a user. For example, with my current configuration, it seems that any user after logging in can select configuration, users, can see the entire list of users, then even view their email/phone etc. under preference. My only rights granted to the group "customers" is to allow them access to certain queues and classes of FAQ. How can I prevent them from seeing any information about other users? I would appreciate some guidance here. Thanks, Joe. >>>>>>>>>>>>>>>> http://wiki.bestpractical.com/index.cgi?HideConfigurationTab Jon Krause From fw at deneb.enyo.de Wed Sep 15 13:42:18 2004 From: fw at deneb.enyo.de (Florian Weimer) Date: Wed, 15 Sep 2004 19:42:18 +0200 Subject: [rt-users] Postgres error on new ticket creation (3.2.1) In-Reply-To: (Jari Lehtonen's message of "Wed, 15 Sep 2004 17:16:01 +0300") References: Message-ID: <87llfbv37p.fsf@deneb.enyo.de> * Jari Lehtonen: > Sep 15 16:55:04 oban RT: DBD::Pg::st execute failed: ERROR: value too long > for type character varying(255) at > /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > 410. (/usr/local/rt-3.2.1/lib/RT.pm:250) Just change the table definitions to use TEXT instead of VARCHAR(nnn). There is no performance penalty. Maybe a newer DBIx::SearchBuilder version fixes the problem, too. (I don't know if this has been implemented yet.) From Scott.Morehead at pliantcorp.com Wed Sep 15 14:14:56 2004 From: Scott.Morehead at pliantcorp.com (Scott Morehead) Date: Wed, 15 Sep 2004 14:14:56 -0400 Subject: [rt-users] Ghost image Message-ID: Does anyone have a ghost image of a functional RT system? Scott Morehead Network Administrator Pliant Corp W - 757-820-0163 F - 757-888-6032 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwilliams at courtesymortgage.com Wed Sep 15 14:33:24 2004 From: jwilliams at courtesymortgage.com (Jason Williams) Date: Wed, 15 Sep 2004 11:33:24 -0700 Subject: [rt-users] Getting started with RT Message-ID: <20040915113324.6b187bec@liquidspace.courtesymortgage.com> Hello everyone. Just wanted to ask a few general questions about configuring RT. I should start by saying that currently, we are a company of about 50 employees, but we are growing. I am hoping RT will really make my life a heck of a lot easier now and as time goes on. Anyway... I have installed RT on: FreeBSD 4.10 MySQL 4.10 Perl 5.8.5 Everything is working great. The web interface is up and responding correctly. First, on my setup. I have setup RT on a private server on our LAN. I have setup sendmail to forward it's mail to our private mail server, also running sendmail. My question here is, could that pose any problem with RT? Or just being on it's own server be alright as well? Moving on... Queue. I have setup queues but have a few questions. I want to setup a few queues that can be monitored by a select group of people. With that in mind, I would also like to set it up so if a new ticket is opened up on that queue, the people who can respond to that queue will receive an email notifying them that a new ticket has been generated. Is there a way to do that? Lastly, is there something else I can use to find out more about the permissions? I have read the .pdf as well as the FAQ, but it is pretty vauge about what each permission does. I appreciate the help. Jason From jim.rowan at starcore-dsp.com Wed Sep 15 16:07:37 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Wed, 15 Sep 2004 15:07:37 -0500 Subject: [rt-users] Keeping users invisible to each other In-Reply-To: <006a01c499f9$de611fb0$7704a8c0@joethurgood> References: <006a01c499f9$de611fb0$7704a8c0@joethurgood> Message-ID: <4148A109.2040502@starcore-dsp.com> http:///SelfService Don't let them access the normal web interface. From baumgart at cae.wisc.edu Wed Sep 15 17:22:37 2004 From: baumgart at cae.wisc.edu (Jeremy Baumgartner) Date: Wed, 15 Sep 2004 16:22:37 -0500 Subject: [rt-users] Getting back to ticket list Message-ID: <1095283357.1996.3.camel@localhost> This is a complaint from one of our RT users. --snip-- After working on a particular ticket, neither clicking "Tickets" nor "Show Results" at the left brings back the list of tickets I was working on. --snip-- I have checked this, and what happens is that when I click "Show Results", I get taken to the search results screen, where it displays the number of tickets above, but I don't see the actual tickets in the window. Anyone know why that would be? -- 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 brownmh at senexco.com Wed Sep 15 17:38:39 2004 From: brownmh at senexco.com (Michael H. Brown) Date: Wed, 15 Sep 2004 16:38:39 -0500 Subject: [rt-users] Another Win32 Email Question Message-ID: <78C2D3EE0645BE48BBF399454EA46364B73971@mail.senexco.com> Thanks to Autrijus for making the Windows port extremely easy to install and configure! I am having some problems getting RT to accept emails. I have RT installed on it's own box running Windows 2000 Server. It will send out email perfectly. We have an Exchange 2000 server that handles all of our email using SMTP and MAPI. I seem to be missing something in the instructions. I've searched this list and wiki.bestpractical.com to no avail. I tried the following 2 configurations for fetchmail with no real results: poll mail.domain.com proto MAPI: username root password mypass mda "c:/progra~1/ourInternet/common/perl/bin/perl.exe c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue GENERAL --action correspond" And poll mail.domain.com proto pop3: username root password mypass mda "c:/progra~1/ourInternet/common/perl/bin/perl.exe c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue GENERAL --action correspond" What steps do I need to take to get RT to work with my Exchange server? If I need to use fetchmail where does the conf file go? Which username and password is the conf file looking for? The root for RT or one that has admin privileges for the Exchange server. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From nate at natetech.com Wed Sep 15 17:53:24 2004 From: nate at natetech.com (Nate Duehr) Date: Wed, 15 Sep 2004 15:53:24 -0600 Subject: [rt-users] question about SelfServe Message-ID: <4148B9D4.7080501@natetech.com> Hello RT gurus, I apparently have some permissions set wrong for regular users on my RT system. Up until today we'd never allowed anyone to have web access to the RT system other than the people answering tickets. I was reading through the Wiki and found this : http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword So I decided to set it up and do some testing. It works perfectly to send the user the URL and allow them to log in and show them their tickets. However, in the top right of the screen the usual "Go to ticket number" submission field is there, and for some reason regular users can put any ticket number in there and see those tickets, including Comments. How can I fix this? Apparently I have some work to do on the permissions. I tinkered with it for a while, but haven't found an intuitive way to do what I want. Is there any way to tell RT to only allow them to see tickets they have created? Is there additional information I could provide that would help someone explain the security permissions to me until I say "Ah-Ha!" and the lightbulb goes on over my head? Thanks in advance, -- Nate Duehr, nate at natetech.com From nate at natetech.com Wed Sep 15 18:23:25 2004 From: nate at natetech.com (Nate Duehr) Date: Wed, 15 Sep 2004 16:23:25 -0600 Subject: [rt-users] question about SelfServe In-Reply-To: <4148B9D4.7080501@natetech.com> References: <4148B9D4.7080501@natetech.com> Message-ID: <4148C0DD.1070802@natetech.com> Nate Duehr wrote: > Hello RT gurus, > > I apparently have some permissions set wrong for regular users on my > RT system. Nevermind! Thanks to everyone who contributed to : http://wiki.bestpractical.com/index.cgi?Rights I figured it out. -- Nate Duehr, nate at natetech.com From support at cyberpro.com.au Wed Sep 15 18:48:23 2004 From: support at cyberpro.com.au (Les Stott) Date: Thu, 16 Sep 2004 08:48:23 +1000 Subject: [rt-users] RT 3.2 Change Columns in Ticket Listing Message-ID: <014001c49b76$1b5a5e90$c6eefea9@quicksilver> Hi All, Using RT 3.2.1 on a Fedora 1 box. I would like to be able to change the default columns when viewing them in each of my queues. The default is to show Subject Status Queue Owner Priority on the top line and Requestors Created Told Last Updated TimeLeft on the bottom line I dont really make use of TimeLeft or Priority. I would like to replace those columns with a special custom field "Accounting" and "TimeWorked" I was able to do this in my 3.0.11 RT installation by modifying /opt/rt3/local/html/Search/Elements/TicketRow and /opt/rt3/local/html/Search/Elements/TicketHeader and following instructions from http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch But i cant find those files in the new 3.2.1 installation to modify. Can anyone let me know where i can make these changes to the columns please? Regards, Les Stott CyberPro From jesse at bestpractical.com Wed Sep 15 19:20:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 15 Sep 2004 19:20:04 -0400 Subject: [rt-users] RT 3.2 Change Columns in Ticket Listing In-Reply-To: <014001c49b76$1b5a5e90$c6eefea9@quicksilver> References: <014001c49b76$1b5a5e90$c6eefea9@quicksilver> Message-ID: <20040915232004.GG3146@pallas.eruditorum.org> On Thu, Sep 16, 2004 at 08:48:23AM +1000, Les Stott wrote: > Hi All, > > Using RT 3.2.1 on a Fedora 1 box. > > I would like to be able to change the default columns when viewing them in > each of my queues. > > But i cant find those files in the new 3.2.1 installation to modify. > > Can anyone let me know where i can make these changes to the columns please? It's a crazy idea, but have you looked in the configuration file? Jesse From rroff at stny.rr.com Wed Sep 15 20:04:07 2004 From: rroff at stny.rr.com (Russ Roff) Date: Wed, 15 Sep 2004 20:04:07 -0400 Subject: [rt-users] CLI and Web Interface not behaving the same. Message-ID: <200409160004.i8G046Zw020849@ms-smtp-01.nyroc.rr.com> RT 3.2.1 on Solaris 8. In 3.0.10 this worked perfectly. This is a new install on a new box using similar modifications to the lib and html files. I've added a few columns to the Users table. When I populate data to it via a script that uses RT::User, it works fine. When I do it via Modify.html, it acts really flaky and I don't know why. The user gets created, but it has an ID in the User's table that is +1 incrementally, not the +2 as is usually the case. It "forgets" that a Principal ACL group exists at the next incremental number and adds the user with the same ID as the preceeding user's ACL group. For example - Clean wipe of database, run script to populate Users table from file. (Everything works as expected, last User ID is 204, Principal table shows ID 205 is a Group ACL for the last user). Add a User via Modify.html. The Principal table shows an ID of 205 as a Group still. The new user gets an ID 205 in the User table. When I try to add that user to a group, instead of adding it as a User object, it's added as a Group object. Subsequent new user adds via Modify.html result in "Results" of: * Object created * Privileged status: Couldn't find that principal * Password: The new value has been set. Modify.html has been modified to incorporate new fields as well. The schema modifications to the DB have been made manually. I created ~/local/lib/RT/User_Local.pm as follows (I also tried it with a similarly hacked Create sub, but that messed up my DB re-inits via the rt-setup-database script - says it can't add the System user because the customized columns don't exist): User_Local.pm: use strict; no warnings qw(redefine); package RT::User; use RT::Record; use vars qw( @ISA ); @ISA= qw( RT::Record ); sub _CoreAccessible { { id => {read => 1, type => 'int(11)', default => ''}, Name => {read => 1, write => 1, type => 'varchar(200)', default => ''}, Password => {read => 1, write => 1, type => 'varchar(40)', default => ''}, Comments => {read => 1, write => 1, type => 'blob', default => ''}, Signature => {read => 1, write => 1, type => 'blob', default => ''}, EmailAddress => {read => 1, write => 1, type => 'varchar(120)', default => ''}, FreeformContactInfo => {read => 1, write => 1, type => 'blob', default => ''}, Organization => {read => 1, write => 1, type => 'varchar(200)', default => ''}, RealName => {read => 1, write => 1, type => 'varchar(120)', default => ''}, NickName => {read => 1, write => 1, type => 'varchar(16)', default => ''}, Lang => {read => 1, write => 1, type => 'varchar(16)', default => ''}, EmailEncoding => {read => 1, write => 1, type => 'varchar(16)', default => ''}, WebEncoding => {read => 1, write => 1, type => 'varchar(16)', default => ''}, ExternalContactInfoId => {read => 1, write => 1, type => 'varchar(100)', default => ''}, ContactInfoSystem => {read => 1, write => 1, type => 'varchar(30)', default => ''}, ExternalAuthId => {read => 1, write => 1, type => 'varchar(100)', default => ''}, AuthSystem => {read => 1, write => 1, type => 'varchar(30)', default => ''}, Gecos => {read => 1, write => 1, type => 'varchar(16)', default => ''}, HomePhone => {read => 1, write => 1, type => 'varchar(30)', default => ''}, WorkPhone => {read => 1, write => 1, type => 'varchar(30)', default => ''}, MobilePhone => {read => 1, write => 1, type => 'varchar(30)', default => ''}, PagerPhone => {read => 1, write => 1, type => 'varchar(30)', default => ''}, Address1 => {read => 1, write => 1, type => 'varchar(200)', default => ''}, Address2 => {read => 1, write => 1, type => 'varchar(200)', default => ''}, City => {read => 1, write => 1, type => 'varchar(100)', default => ''}, State => {read => 1, write => 1, type => 'varchar(100)', default => ''}, Zip => {read => 1, write => 1, type => 'varchar(16)', default => ''}, Country => {read => 1, write => 1, type => 'varchar(50)', default => ''}, Timezone => {read => 1, write => 1, type => 'varchar(50)', default => ''}, PGPKey => {read => 1, write => 1, type => 'text', default => ''}, Creator => {read => 1, auto => 1, type => 'int(11)', default => '0'}, Created => {read => 1, auto => 1, type => 'datetime', default => ''}, LastUpdatedBy => {read => 1, auto => 1, type => 'int(11)', default => '0'}, LastUpdated => {read => 1, auto => 1, type => 'datetime', default => ''}, SupervisorRealName => {read => 1, write => 1, type => 'varchar(120)', default => ''}, TextMessageAddress => {read => 1, write => 1, type => 'varchar(120)', default => ''}, FaxPhone => {read => 1, write => 1, type => 'varchar(30)', default => ''}, TechNumber => {read => 1, write => 1, type => 'varchar(16)', default => ''}, JobTitle => {read => 1, write => 1, type => 'varchar(50)', default => ''}, } }; 1; Would someone give the poor old man a clue as to what changed between 3.0.10 and 3.2.1 that broke this otherwise easy modification? -------------- next part -------------- An HTML attachment was scrubbed... URL: From support at cyberpro.com.au Thu Sep 16 02:39:50 2004 From: support at cyberpro.com.au (Les Stott) Date: Thu, 16 Sep 2004 16:39:50 +1000 Subject: [rt-users] RT 3.2 Change Columns in Ticket Listing References: <014001c49b76$1b5a5e90$c6eefea9@quicksilver> <20040915232004.GG3146@pallas.eruditorum.org> Message-ID: <01bc01c49bb7$f75ffd00$c6eefea9@quicksilver> Thanks Jesse. Yep a crazy idea but you're right! Although, as i am a bit of a novice in this area, I still need some help with syntax.... OK i got the TimeWorked field in the display by modifying RT_Config.pm '__TimeWorked__'}); so i also tried to add my custom field called "Accounting" as such... # $DefaultSearchResultFormat is the default format for RT search results Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE: Subject', Status, QueueName, OwnerName, Accounting, '__NEWLINE__', This displays the word accounting on the page but no values get put in this column from tickets in the list. I gather that there is some special syntax that i need to use to define my Custom Field and have it work properly. Can you assist me with that syntax please? Thanks in advance. Regards, Les Stott CyberPro ----- Original Message ----- From: "Jesse Vincent" To: "Les Stott" Cc: Sent: Thursday, September 16, 2004 9:20 AM Subject: Re: [rt-users] RT 3.2 Change Columns in Ticket Listing > > > On Thu, Sep 16, 2004 at 08:48:23AM +1000, Les Stott wrote: > > Hi All, > > > > Using RT 3.2.1 on a Fedora 1 box. > > > > I would like to be able to change the default columns when viewing them in > > each of my queues. > > > > But i cant find those files in the new 3.2.1 installation to modify. > > > > Can anyone let me know where i can make these changes to the columns please? > > It's a crazy idea, but have you looked in the configuration file? > > Jesse > From brownmh at senexco.com Thu Sep 16 10:24:11 2004 From: brownmh at senexco.com (Michael H. Brown) Date: Thu, 16 Sep 2004 09:24:11 -0500 Subject: [rt-users] Another Win32 Email Question Message-ID: <78C2D3EE0645BE48BBF399454EA46364B73972@mail.senexco.com> I am getting closer I believe. I am able to get rt-mailgate to check the proper email account on our Exchange server and it sees that there are messages. However I am getting the following error after it checks the mail: fetchmail: removing stale lockfile FETCHM~1: starting fetchmail 6.2.5 daemon FETCHM~1: sleeping at Thu Sep 16 09:14:54 2004 FETCHM~1: awakened at Thu Sep 16 09:15:54 2004 1 message for rt at domain at mail.domain.com. reading message rt at domain.com@mail.domain.com:1 of 1 (645 header octets) (970 body octets) .RT server error. The RT server which handled your email did not behave as expected. It said: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explicitly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <%ARGS> $message $queue => 1 $action => "correspond" $ticket => undef <%init> use RT::Interface::Email; my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\%ARGS); <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler % if ($status == -75 ) { temporary failure % } % elsif ($status == 1) { ok % if ( $Ticket->Id ) { Ticket: <% $Ticket->Id %> Queue: <% $Ticket->QueueObj->Name %> Owner: <% $Ticket->OwnerObj->Name %> Status: <% $Ticket->Status %> Subject: <% $Ticket->Subject %> Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> % } % } else { not ok - <%$error%> % } FETCHM~1: MDA returned nonzero status 75 not flushed FETCHM~1: sleeping at Thu Sep 16 09:16:32 2004 FETCHM~1: awakened at Thu Sep 16 09:17:32 2004 This is my conf file: # # Please change all upper-case words to desired values, # and save as "rt-mailgate.conf" # poll mail.senexco.com proto imap: username rt at domain.com 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://localhost:8284/ --queue GENERAL --action correspond" I searched the archives again and cannot find any information on what to do with the nonzero status. Most people are getting status 127 anyway. I'd love to get this working to replace our out dated tracking software. Thanks in advance for any help. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael H. Brown Sent: Wednesday, September 15, 2004 4:39 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Another Win32 Email Question Thanks to Autrijus for making the Windows port extremely easy to install and configure! I am having some problems getting RT to accept emails. I have RT installed on it's own box running Windows 2000 Server. It will send out email perfectly. We have an Exchange 2000 server that handles all of our email using SMTP and MAPI. I seem to be missing something in the instructions. I've searched this list and wiki.bestpractical.com to no avail. I tried the following 2 configurations for fetchmail with no real results: poll mail.domain.com proto MAPI: username root password mypass mda "c:/progra~1/ourInternet/common/perl/bin/perl.exe c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue GENERAL --action correspond" And poll mail.domain.com proto pop3: username root password mypass mda "c:/progra~1/ourInternet/common/perl/bin/perl.exe c:/progra~1/ourinternet/reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue GENERAL --action correspond" What steps do I need to take to get RT to work with my Exchange server? If I need to use fetchmail where does the conf file go? Which username and password is the conf file looking for? The root for RT or one that has admin privileges for the Exchange server. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com ---------------------------------------------------------------------------------------- The Senex Services Corp. email system added the following official information to this message. ---------------------------------------------------------------------------------------- NOTICE OF CONFIDENTIALITY ---------------------------------------------------------------------------------------- The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. ======================================================================================== -------------- next part -------------- An HTML attachment was scrubbed... URL: From autrijus at autrijus.org Thu Sep 16 11:23:59 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 16 Sep 2004 23:23:59 +0800 Subject: [rt-users] Another Win32 Email Question In-Reply-To: <78C2D3EE0645BE48BBF399454EA46364B73972@mail.senexco.com> References: <78C2D3EE0645BE48BBF399454EA46364B73972@mail.senexco.com> Message-ID: <20040916152359.GA81070@aut.dyndns.org> On Thu, Sep 16, 2004 at 09:24:11AM -0500, Michael H. Brown wrote: > I am getting closer I believe. I am able to get rt-mailgate to check > the proper email account on our Exchange server and it sees that there > are messages. However I am getting the following error after it checks > the mail: Hey, the attached webmux.pl.in should fix things; just overwrite the copy in "C:\Program Files\OurInternet\Request Tracker\rt\bin" with this. Let me know if this works or breaks; I'll make sure it works on 3.0.12-win32. Thanks, /Autrijus/ -------------- next part -------------- #!@PERL@ # BEGIN LICENSE BLOCK # # Copyright (c) 1996-2003 Jesse Vincent # # (Except where explictly superceded by other copyright notices) # # This work is made available to you under the terms of Version 2 of # the GNU General Public License. A copy of that license should have # been provided with this software, but in any event can be snarfed # from www.gnu.org. # # This work is distributed in the hope that it will be useful, but # WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU # General Public License for more details. # # Unless otherwise specified, all modifications, corrections or # extensions to this work which alter its source code become the # property of Best Practical Solutions, LLC when submitted for # inclusion in the work. # # # END LICENSE BLOCK use strict; BEGIN { $ENV{'PATH'} = '/bin:/usr/bin'; # or whatever you need $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'}; eval { require Apache2; require APR::Table; require MasonX::Apache2Handler; 1 } or eval { require Apache2; require Apache::compat; 1 } or die $@ if $ENV{'MOD_PERL'} and $ENV{'MOD_PERL'} =~ m{mod_perl/(?:2|1\.9)}; } use lib ( "@LOCAL_LIB_PATH@", "@RT_LIB_PATH@" ); use RT; package RT::Mason; use CGI qw(-private_tempfiles); #bring this in before mason, to make sure we #set private_tempfiles use HTML::Mason; # brings in subpackages: Parser, Interp, etc. use vars qw($Nobody $SystemUser $Handler $r); #This drags in RT's config.pm RT::LoadConfig(); use Carp; { package HTML::Mason::Commands; use vars qw(%session); use RT::Tickets; use RT::Transactions; use RT::Users; use RT::CurrentUser; use RT::Templates; use RT::Queues; use RT::ScripActions; use RT::ScripConditions; use RT::Scrips; use RT::Groups; use RT::GroupMembers; use RT::CustomFields; use RT::CustomFieldValues; use RT::TicketCustomFieldValues; use RT::Interface::Web; use MIME::Entity; use Text::Wrapper; use CGI::Cookie; use Time::ParseDate; use HTML::Entities; use HTML::Scrubber; use Text::Quoted; } use RT::Interface::Web::Handler; $Handler = RT::Interface::Web::Handler->new(@RT::MasonParameters); sub handler { ($r) = @_; local $SIG{__WARN__}; local $SIG{__DIE__}; RT::Init(); # We don't need to handle non-text, non-xml items if ($r->content_type =~ m/^httpd\b.*\bdirectory/i) { # Our DirectoryIndex is always index.html, regardless of httpd settings $r->filename( $r->filename . 'index.html' ); } elsif (defined( $r->content_type )) { $r->content_type =~ m!(^text/|\bxml\b)!i or return -1; } my %session; my $status; eval { $status = $Handler->handle_request($r) }; if ($@) { $RT::Logger->crit($@); } undef(%session); if ( $RT::Handle->TransactionDepth ) { $RT::Handle->ForceRollback; $RT::Logger->crit( "Transaction not committed. Usually indicates a software fault. Data loss may have occurred" ); } return $status; } 1; -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From JChen at paymentone.com Thu Sep 16 11:58:26 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 16 Sep 2004 08:58:26 -0700 Subject: [rt-users] Removing users Message-ID: <6D6E09D687772640AA41F009EB85FE0505742346@CPMAL00.corpnet.p1.local> Hello all, I am wondering how much of a bad thing I will be creating myself if I remove some users. I want to remove users with phpMyAdmin of people who has shown up on a ticket a couple of times on the CC lists. The reason for removing them is because they entered them wrong and now it shows something like this? Emailaddress ; emailaddress <== basically people using semicolon and not the coma to separate people on the CC lists. So because of that, RT added them as 1 person with that email address. I?m using RT 3.0.11. I only want to remove users that has shown up 1-3 times on a ticket on the CC list and not requestor lists. Jonathan Chen IS Systems Administrator jchen at paymentone.com http://www.PaymentOne.com Voice: (408) 362-4165 -------------------------------------------------------- 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. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From racinejp at vianet.ca Thu Sep 16 16:47:59 2004 From: racinejp at vianet.ca (J.P. Racine) Date: Thu, 16 Sep 2004 16:47:59 -0400 Subject: [rt-users] Upgrading 3.0.11->3.2.1 on different machine. Message-ID: <20040916205407.3756E84C00E@pallas.eruditorum.org> Can anyone comment on the proper way to restore data to a newer RT installation from another machine running an older 3x version of RT? I have rt-3.0.11 running on a freebsd machine using mysql4 and am moving it to another machine altogether that now runs rt-3.2.1 with mysql4 as well. Is it best to install rt-3.0.11 on the new machine, copy the database then install the 3.2.1 and do a 'make upgrade'? Thanks, J.P. Racine racinejp at vianet.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From JBrooks-Manas at rmcengr.com Thu Sep 16 17:56:00 2004 From: JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) Date: Thu, 16 Sep 2004 14:56:00 -0700 Subject: [rt-users] Login problem Message-ID: <3E2F9A505836B248ABFC819B111D3222125CFD@newman.rmcengr.com> Hello, I just set up RT 3.0.11-2 on a Windows 2000 Pro box. I logged in from another windows machine, and every time I try to choose a different screen, I am prompted to log in again. Once I do, I am shown the correct page, but I'd like to know how to fix it. Logging in from a Fedora machine, I can go between different screens without having to log in over and over. Any help would be appreciated. Thanks! Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From JBrooks-Manas at rmcengr.com Thu Sep 16 18:14:52 2004 From: JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) Date: Thu, 16 Sep 2004 15:14:52 -0700 Subject: [rt-users] FW: Login problem Message-ID: <3E2F9A505836B248ABFC819B111D3222125CFE@newman.rmcengr.com> Hello again, This appears to be a problem with Internet Explorer 6, but only on a remote machine (any remote machine). It works fine on a remote machine running Firefox, or the localhost/server if it's running IE. Is there something I have to do to confiugre IE on the remote machine? Thanks! Jeff -----Original Message----- From: Jeff Brooks-Manas Sent: Thursday, September 16, 2004 2:56 PM To: 'rt-users at lists.bestpractical.com' Subject: Login problem Hello, I just set up RT 3.0.11-2 on a Windows 2000 Pro box. I logged in from another windows machine, and every time I try to choose a different screen, I am prompted to log in again. Once I do, I am shown the correct page, but I'd like to know how to fix it. Logging in from a Fedora machine, I can go between different screens without having to log in over and over. Any help would be appreciated. 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. From brownmh at senexco.com Thu Sep 16 18:16:08 2004 From: brownmh at senexco.com (Michael H. Brown) Date: Thu, 16 Sep 2004 17:16:08 -0500 Subject: [rt-users] FW: Login problem Message-ID: <78C2D3EE0645BE48BBF399454EA463640145C2E9@mail.senexco.com> Lower your cookies settings or set your browser to always accept cookies from your RT web server. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com -----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: Thursday, September 16, 2004 5:15 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] FW: Login problem Hello again, This appears to be a problem with Internet Explorer 6, but only on a remote machine (any remote machine). It works fine on a remote machine running Firefox, or the localhost/server if it's running IE. Is there something I have to do to confiugre IE on the remote machine? Thanks! Jeff -----Original Message----- From: Jeff Brooks-Manas Sent: Thursday, September 16, 2004 2:56 PM To: 'rt-users at lists.bestpractical.com' Subject: Login problem Hello, I just set up RT 3.0.11-2 on a Windows 2000 Pro box. I logged in from another windows machine, and every time I try to choose a different screen, I am prompted to log in again. Once I do, I am shown the correct page, but I'd like to know how to fix it. Logging in from a Fedora machine, I can go between different screens without having to log in over and over. Any help would be appreciated. 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. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ---------------------------------------------------------------------------------------- The Senex Services Corp. email system added the following official information to this message. ---------------------------------------------------------------------------------------- NOTICE OF CONFIDENTIALITY ---------------------------------------------------------------------------------------- The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. ======================================================================================== From autrijus at autrijus.org Thu Sep 16 20:36:53 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 17 Sep 2004 08:36:53 +0800 Subject: [rt-users] RT-Win32 3.0.12-rc1 calls for testing In-Reply-To: <78C2D3EE0645BE48BBF399454EA46364B73972@mail.senexco.com> References: <78C2D3EE0645BE48BBF399454EA46364B73972@mail.senexco.com> Message-ID: <20040917003653.GA85806@aut.dyndns.org> I'm glad to announce the release of rt-3.0.12-win32 rc1: http://p4.elixus.org/dist/rt-3.0.12-rc1.exe SIZE: 2005708 | MD5: 76d6aa483d8f1f55ad092afedce97c78 Note that the "rc1" refers to the Win32 port, not the base RT version; this is based on the RT 3.0.12-final release. In additional to the main changelog for RT 3.0.12, this port also updated dependencies: * Perl 5.8.5-2 - Based on DBIx::SearchBuilder 1.10's new cache code - Uses native MasonX::Apache2Handler with libapreq2 * HTTPD 2.0.51 - More robust log and restart handling * MySQL 4.1.4 - Now installed as a service called "OIN-MySQL" - Native Unicode semantics on all RT's InnoDB tables * Fetchmail 6.2.5-2. - Updated Cygwin1.dll so it actually works - No longer needs to set ownership of rt-mailgate.conf - New launch script "rt-mailgate.bat", suitable for calling from other batch scripts. "rt-mailgate.lnk" has been modified to simply point to the batch file instead Special thanks to Michael H. Brown for detailing his setup at http://wiki.bestpractical.com/?WindowsOSInstallGuide and helping me to test the mailgate. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From nisse at dc.ltu.se Fri Sep 17 08:16:14 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 17 Sep 2004 14:16:14 +0200 Subject: [rt-users] RT2 -> RT3 problems Message-ID: <414AD58E.2040006@dc.ltu.se> Hi all! I'm doing a upgrade from RT-2.0.5 to RT-3.2.1. I'm doing a apache WebExternalAuth via ldap. Everything seems to be working fine. I have also dumped and imported data, it also seems to have worked. My problems are: * I cant log in as the root user (and yes I turn of ldap auth. when logging in). The user root doesnt seem to exist in the database. * No rights seems to be set on the groups, I try to change my own name, but I get permission denied. I try to add myself to any group: Permission denied. Does anyone know where the problem is? /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 Ruslan.Zakirov at acronis.com Fri Sep 17 08:27:10 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 17 Sep 2004 16:27:10 +0400 Subject: [rt-users] RT2 -> RT3 problems In-Reply-To: <414AD58E.2040006@dc.ltu.se> References: <414AD58E.2040006@dc.ltu.se> Message-ID: <414AD81E.7020104@acronis.com> Search on wiki it has article "how ot restore root" This was on archive too. I can imagine that it's problem of upgrade(may be). We upgraded from _2.0.15_(latest 2.0.x). We lost root record and his rights too(I didn't envestigate why), but had two users with 'SuperUser' right that were imported fine. Nils-Erik Svang?rd wrote: > Hi all! > I'm doing a upgrade from RT-2.0.5 to RT-3.2.1. I'm doing a apache > WebExternalAuth via ldap. > Everything seems to be working fine. I have also dumped and imported > data, it also seems to have worked. > My problems are: > * I cant log in as the root user (and yes I turn of ldap auth. when > logging in). The user root doesnt seem to exist in the database. Try to restore it(see wiki, archives) > * No rights seems to be set on the groups, I try to change my own name, > but I get permission denied. I try to add myself to any group: > Permission denied. I think that it's cause you don't have rights to see ACLs. > > Does anyone know where the problem is? > > /nisse > From nisse at dc.ltu.se Fri Sep 17 09:06:32 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 17 Sep 2004 15:06:32 +0200 Subject: [rt-users] FW: Login problem In-Reply-To: <3E2F9A505836B248ABFC819B111D3222125CFE@newman.rmcengr.com> References: <3E2F9A505836B248ABFC819B111D3222125CFE@newman.rmcengr.com> Message-ID: <414AE158.9030003@dc.ltu.se> Jeff Brooks-Manas wrote: >Hello again, > >This appears to be a problem with Internet Explorer 6, but only on a >remote machine (any remote machine). It works fine on a remote machine >running Firefox, or the localhost/server if it's running IE. Is there >something I have to do to confiugre IE on the remote machine? > >Thanks! > >Jeff > >-----Original Message----- >From: Jeff Brooks-Manas >Sent: Thursday, September 16, 2004 2:56 PM >To: 'rt-users at lists.bestpractical.com' >Subject: Login problem > >Hello, > >I just set up RT 3.0.11-2 on a Windows 2000 Pro box. I logged in from >another windows machine, and every time I try to choose a different >screen, I am prompted to log in again. Once I do, I am shown the correct >page, but I'd like to know how to fix it. Logging in from a Fedora >machine, I can go between different screens without having to log in >over and over. > >Any help would be appreciated. > >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. > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > Hmm I wrote a php script the other day using sessions. Somewhere in the documentation it said Microsoft Internet Explorer Sessions Fix: There is one other little tricky issue I must tell you about. Since we all know even though Microsoft makes every attempt to dominate the world, their software still has issues. Let's take IE 6 for example. There's a problem with IE6 that when you are using sessions and you post to a form, when you click your back button to make changes in the form, you have to click the REFRESH button on that page to get the information that you posted back into the form. This only works about 50% of the time, the other 50% the users information is lost and they have to type it over again. Not a good thing if you are trying to get the person to enter their billing information to process an order. They might just get irritated and leave. So, here's a solution for that. Enter this right below the session_start() of each script (yes it still must be before anything is output to the browser). | header("Cache-control: private");| Perhaps it's related. I watched a collegue here try RT3 and when he clicked on the back button, he had to reload the page everytime. The solution to your problem I suspect is to use a other browser. /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 Fri Sep 17 09:11:54 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 17 Sep 2004 15:11:54 +0200 Subject: [rt-users] RT2 -> RT3 problems In-Reply-To: <414AD81E.7020104@acronis.com> References: <414AD58E.2040006@dc.ltu.se> <414AD81E.7020104@acronis.com> Message-ID: <414AE29A.9020409@dc.ltu.se> Ruslan U. Zakirov wrote: > Search on wiki it has article "how ot restore root" > This was on archive too. > > I can imagine that it's problem of upgrade(may be). > We upgraded from _2.0.15_(latest 2.0.x). We lost root record and his > rights too(I didn't envestigate why), but had two users with > 'SuperUser' right that were imported fine. > > > Nils-Erik Svang?rd wrote: > >> Hi all! >> I'm doing a upgrade from RT-2.0.5 to RT-3.2.1. I'm doing a apache >> WebExternalAuth via ldap. >> Everything seems to be working fine. I have also dumped and imported >> data, it also seems to have worked. >> My problems are: >> * I cant log in as the root user (and yes I turn of ldap auth. when >> logging in). The user root doesnt seem to exist in the database. > > Try to restore it(see wiki, archives) > >> * No rights seems to be set on the groups, I try to change my own >> name, but I get permission denied. I try to add myself to any group: >> Permission denied. > > I think that it's cause you don't have rights to see ACLs. > >> >> Does anyone know where the problem is? >> >> /nisse >> > Hmm I searched the wiki and google but I found nothing I searched for "how to restore root" no hits on wiki, and no relevant ones on google. But I went in search of the ones who where old superusers, their privileges are still there. So now I'm a SuperUser to. /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 autrijus at autrijus.org Fri Sep 17 09:35:17 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 17 Sep 2004 21:35:17 +0800 Subject: [rt-users] FW: Login problem In-Reply-To: <78C2D3EE0645BE48BBF399454EA463640145C2E9@mail.senexco.com> References: <78C2D3EE0645BE48BBF399454EA463640145C2E9@mail.senexco.com> Message-ID: <20040917133517.GA90078@aut.dyndns.org> On Thu, Sep 16, 2004 at 05:16:08PM -0500, Michael H. Brown wrote: > Lower your cookies settings or set your browser to always accept cookies > from your RT web server. Exactly. RT-Win32 already sends out a very permissive P3P header, so I wonder which security setting was in place that blocked IE from accepting RT's header... Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From Ruslan.Zakirov at acronis.com Fri Sep 17 09:38:48 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 17 Sep 2004 17:38:48 +0400 Subject: [rt-users] RT2 -> RT3 problems In-Reply-To: <414AE29A.9020409@dc.ltu.se> References: <414AD58E.2040006@dc.ltu.se> <414AD81E.7020104@acronis.com> <414AE29A.9020409@dc.ltu.se> Message-ID: <414AE8E8.2080603@acronis.com> Nils-Erik Svang?rd wrote: > Hmm I searched the wiki and google but I found nothing I searched for > "how to restore root" no hits on wiki, and no relevant ones on google. > But I went in search of the ones who where old superusers, their > privileges are still there. So now I'm a SuperUser to. > /nisse > And? Your RT is ok now? From niels=rt at bakker.net Fri Sep 17 09:41:28 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Fri, 17 Sep 2004 15:41:28 +0200 Subject: [rt-users] Login problem In-Reply-To: <3E2F9A505836B248ABFC819B111D3222125CFD@newman.rmcengr.com> References: <3E2F9A505836B248ABFC819B111D3222125CFD@newman.rmcengr.com> Message-ID: <20040917134128.GT1190@snowcrash.tpb.net> * JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) [Fri 17 Sep 2004, 00:08 CEST]: > I just set up RT 3.0.11-2 on a Windows 2000 Pro box. I logged in from > another windows machine, and every time I try to choose a different > screen, I am prompted to log in again. Once I do, I am shown the correct > page, but I'd like to know how to fix it. Logging in from a Fedora > machine, I can go between different screens without having to log in > over and over. Don't block cookies. -- Niels. -- From nisse at dc.ltu.se Fri Sep 17 10:10:12 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 17 Sep 2004 16:10:12 +0200 Subject: [rt-users] RT2 -> RT3 problems In-Reply-To: <414AE8E8.2080603@acronis.com> References: <414AD58E.2040006@dc.ltu.se> <414AD81E.7020104@acronis.com> <414AE29A.9020409@dc.ltu.se> <414AE8E8.2080603@acronis.com> Message-ID: <414AF044.1030604@dc.ltu.se> Ruslan U. Zakirov wrote: > Nils-Erik Svang?rd wrote: > >> Hmm I searched the wiki and google but I found nothing I searched for >> "how to restore root" no hits on wiki, and no relevant ones on google. >> But I went in search of the ones who where old superusers, their >> privileges are still there. So now I'm a SuperUser to. >> /nisse >> > And? Your RT is ok now? Well.. I still havent got any root user, but that doesnt matter much longer. Root cant log in when apaches ldap is running. So my RT is ok! Thanks! /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 autrijus at autrijus.org Fri Sep 17 13:31:12 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Sat, 18 Sep 2004 01:31:12 +0800 Subject: [rt-users] RT-Win32 3.0.12-rc1 calls for testing In-Reply-To: <20040917003653.GA85806@aut.dyndns.org> References: <78C2D3EE0645BE48BBF399454EA46364B73972@mail.senexco.com> <20040917003653.GA85806@aut.dyndns.org> Message-ID: <20040917173112.GA92477@aut.dyndns.org> Just a quick note to say that RC2 have been released: http://p4.elixus.org/dist/rt-3.0.12-rc2.exe SIZE: 2006797 | MD5: 32c0ab4786ece947f24b007f42f691cc Note that the "rc2" refers to the Win32 port, not the base RT version; this is based on the RT 3.0.12-final release. Compared to RC1 following things were changed: * Perl 5.8.5-3 - Includes the latest DBIx::SearchBuilder 1.12_01 on CPAN - Recompiled mod_perl2 and libapreq2 against latest httpd source, which should result in better performance and memory usage. * TabbedUI is made RESTy by always returning a redirect after a POST. * Unbreak CustomFieldValue editing interface in TabbedUI. * An empty Workflow now no longer create redundant "BEGIN" approval tickets. * The RT log at winrt/rt.log is tidied up a bit; if you still find it too volumous, try changing the LogLevel in http://localhost:8284/Edit/Global/ and restart the "Request Tracker" service. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From rt at chaka.net Fri Sep 17 15:11:02 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 17 Sep 2004 15:11:02 -0400 Subject: [rt-users] RT 3.2.1 Query Builder bug? Message-ID: <20040917191102.GA21338@chaka.net> It appears that query builder will not let you search for groups that are memebers of a ticket. Queue = 'myQueue' AND AdminCc.Name LIKE 'mygroup' AND Status = 'new' OR Status = 'open' OR Status = 'stalled' 0 Tickets Found That's fine. I'll just query for multiple members of the group: Queue = 'myQueue' AND AdminCc.Name LIKE 'myuser1' AND AdminCc.Name LIKE 'myuser2' AND Status = 'new' OR Status = 'open' OR Status = 'stalled' 0 Tickets Found Limiting the query to either _one_ of the AdminCcs finds the expected tickets. Any ideas? -Todd From brownmh at senexco.com Sat Sep 18 19:11:24 2004 From: brownmh at senexco.com (Michael H. Brown) Date: Sat, 18 Sep 2004 18:11:24 -0500 Subject: [rt-users] Default correspondence template Message-ID: <78C2D3EE0645BE48BBF399454EA463640145C321@mail.senexco.com> I tried to edit this template to say the following: The following information has been added to your trouble ticket. Here is what the template looks like now: RT-Attach-Message: yes The following information has been added to your trouble ticket: {$Transaction->Content()} For some reason it is not sending an email back to the user when they add comments via email. It was before I made the change. I tried to change it back and it still doesn't work. Any ideas? By the way I've learned my lesson and will create new templates instead of editing the default templates. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 http://www.senexco.com ---------------------------------------------------------------------------------------- The Senex Services Corp. email system added the following official information to this message. ---------------------------------------------------------------------------------------- NOTICE OF CONFIDENTIALITY ---------------------------------------------------------------------------------------- The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. ======================================================================================== -------------- next part -------------- An HTML attachment was scrubbed... URL: From sguillemette at metrocastcablevision.com Sun Sep 19 01:13:25 2004 From: sguillemette at metrocastcablevision.com (Shawn Guillemette) Date: Sun, 19 Sep 2004 01:13:25 -0400 Subject: [rt-users] sending new email via rt In-Reply-To: Message-ID: <001e01c49e07$64296290$0a02a8c0@shawng> Thanks for the reply and im sorry for the long delay... I was looking to send emails to customers not to another queue. Our support team speaks to our customers via email and we started to use rt as the ticketing systems for customers who request assistance via email. The trouble is if support wanted to send a test message to the customer with out our customers emailing them first rt don't seem to supply a too field tike a mail client would. Shawn -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vivek Khera Sent: Wednesday, September 08, 2004 11:00 AM To: RT-Users list Subject: Re: [rt-users] sending new email via rt On Sep 7, 2004, at 1:07 PM, Shawn Guillemette wrote: > We are using RT do deal with email sent to our support team. It would > be great if there was a way to send a new email message to the > customer using the same interface. Do you folks know if this is > possible? If so could you send me a link that would provide me with > more information on this task. > On most screens, there is a "create new ticket in ..." option. use that. we have a queue with no autoresponder on it to create those messages, then we move them to the appropriate queue, and just add correspondence as normal to start the conversation. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From JBrooks-Manas at rmcengr.com Sun Sep 19 01:33:18 2004 From: JBrooks-Manas at rmcengr.com (Jeff Brooks-Manas) Date: Sat, 18 Sep 2004 22:33:18 -0700 Subject: [SPAM:] - RE: [rt-users] FW: Login problem - Found word(s) check out in the Text body. Message-ID: <3E2F9A505836B248ABFC819B111D322204DD56@newman.rmcengr.com> Thanks! I've been playing with the cookie settings, and changing the security zone of the server, but nothing is working. It works fine with Firefox on the same machines that IE doesn't work. -----Original Message----- From: Michael H. Brown [mailto:brownmh at senexco.com] Sent: Thursday, September 16, 2004 3:16 PM To: Jeff Brooks-Manas; rt-users at lists.bestpractical.com Subject: [SPAM:] - RE: [rt-users] FW: Login problem - Found word(s) check out in the Text body. Lower your cookies settings or set your browser to always accept cookies from your RT web server. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com -----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: Thursday, September 16, 2004 5:15 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] FW: Login problem Hello again, This appears to be a problem with Internet Explorer 6, but only on a remote machine (any remote machine). It works fine on a remote machine running Firefox, or the localhost/server if it's running IE. Is there something I have to do to confiugre IE on the remote machine? Thanks! Jeff -----Original Message----- From: Jeff Brooks-Manas Sent: Thursday, September 16, 2004 2:56 PM To: 'rt-users at lists.bestpractical.com' Subject: Login problem Hello, I just set up RT 3.0.11-2 on a Windows 2000 Pro box. I logged in from another windows machine, and every time I try to choose a different screen, I am prompted to log in again. Once I do, I am shown the correct page, but I'd like to know how to fix it. Logging in from a Fedora machine, I can go between different screens without having to log in over and over. Any help would be appreciated. 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. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------------------------------------------------ ---------------- The Senex Services Corp. email system added the following official information to this message. ------------------------------------------------------------------------ ---------------- NOTICE OF CONFIDENTIALITY ------------------------------------------------------------------------ ---------------- The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. ======================================================================== ================ From autarch at urth.org Sun Sep 19 00:50:32 2004 From: autarch at urth.org (Dave Rolsky) Date: Sat, 18 Sep 2004 23:50:32 -0500 (CDT) Subject: [rt-users] Best way to get list of tickets per queue from external app? Message-ID: So I'm trying to figure out what the best way is to get a list of tickets from RT on a per-queue basis. Ideally, this should work without the whole RT server installed, so it looks the REST or Atom interfaces are the best way to go. Unfortunately, neither is well documented (*cough*, to say the least). Basically, I'd like to be able to do this: my $tickets = $thingy->open_tickets_by_queue('Bugs'); while ( my $ticket = $tickets->next ) { print "Title: ", $ticket->title, "\n"; # Subject? print "Body: ", $ticket->body, "\n": } Anybody have anything like this? If not, any suggestions on the best way to start? RT::Client looks like the best solution, but there's basically no docs, and the test it comes with are all about updating objects, not searching. -dave /*=========================== VegGuide.Org Your guide to all that's veg. ===========================*/ From rt at brtnet.org Sun Sep 19 01:38:29 2004 From: rt at brtnet.org (Bruce Timberlake) Date: Sat, 18 Sep 2004 22:38:29 -0700 Subject: [rt-users] Re: sending new email via rt In-Reply-To: <001e01c49e07$64296290$0a02a8c0@shawng> References: <001e01c49e07$64296290$0a02a8c0@shawng> Message-ID: <200409182238.29740.rt@brtnet.org> > I was looking to send emails to customers not to another queue. Our support > team speaks to our customers via email and we started to use rt as the > ticketing systems for customers who request assistance via email. The > trouble is if support wanted to send a test message to the customer without > our customers emailing them first rt don't seem to supply a to field like a > mail client would. Just have the support person create a new ticket, and add the customer as a Requester. From the main summary screen, select the appropriate queue and click the "New Ticket In" button. In the ticket generation field, fill in the Requestors field with the customer's email address, and add the message you want to send, etc. You'll now have evidence you sent the email, and they have a way to reply that will keep it all under the same ticket. Maybe set up a "testing only" queue for these to be created in. If the customer replies, or the issue progresses further, move the ticket to a more appropriate queue. From nate at natetech.com Sun Sep 19 02:42:50 2004 From: nate at natetech.com (Nate Duehr) Date: Sun, 19 Sep 2004 00:42:50 -0600 Subject: [rt-users] slashdot article Message-ID: <414D2A6A.5030309@natetech.com> I thought it was neat to see so many good comments about RT in the Ask Slashdot: "An Automated Support E-mail System?" question a few days ago. Just passing it along for any RT users that missed it: http://ask.slashdot.org/article.pl?sid=04/09/17/228208 -- Nate Duehr, nate at natetech.com From jesse at bestpractical.com Sun Sep 19 16:08:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 19 Sep 2004 16:08:22 -0400 Subject: [rt-users] rt3.fsck.com upgraded to RT 3.3 Message-ID: rt.fsck.com is now running rt 3.3.6. Please tell me if you see anything at all out of the ordinary. If all goes well, expect to see honest-to-goodness beta releases of RT 3.4 within the next couple of weeks. Jesse From jesse at bestpractical.com Sun Sep 19 16:39:21 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 19 Sep 2004 16:39:21 -0400 Subject: [rt-users] Best way to get list of tickets per queue from external app? In-Reply-To: References: Message-ID: On Sep 19, 2004, at 12:50 AM, Dave Rolsky wrote: > So I'm trying to figure out what the best way is to get a list of > tickets > from RT on a per-queue basis. > > Ideally, this should work without the whole RT server installed, so it > looks the REST or Atom interfaces are the best way to go. > Unfortunately, > neither is well documented (*cough*, to say the least). Look at the functional tests for the Atom client code. And hassle autrijus about docs for RT::Client ;) From keith at midnighthax.com Sun Sep 19 18:54:59 2004 From: keith at midnighthax.com (Keith Edmunds) Date: Sun, 19 Sep 2004 23:54:59 +0100 Subject: [rt-users] rt3.fsck.com upgraded to RT 3.3 In-Reply-To: References: Message-ID: <20040919235459.782b2584@zaphod> On Sun, 19 Sep 2004 16:08:22 -0400 Jesse Vincent wrote: > rt.fsck.com is now running rt 3.3.6. Please tell me if you see anything > at all out of the ordinary. I don't see anything at all - looking at the source, the entire page is: Keith From alexmv at bestpractical.com Sun Sep 19 19:03:02 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Sun, 19 Sep 2004 19:03:02 -0400 Subject: [rt-users] rt3.fsck.com upgraded to RT 3.3 In-Reply-To: <20040919235459.782b2584@zaphod> References: <20040919235459.782b2584@zaphod> Message-ID: <1095634981.32142.14.camel@zoq-fot-pik.mit.edu> On Sun, 2004-09-19 at 18:54, Keith Edmunds wrote: > I don't see anything at all [snip] I believe Jesse meant http://rt3.fsck.com/ not http://rt.fsck.com/ - Alex -- Networking -- one letter away from not working From rt at tmtm.com Sun Sep 19 19:22:59 2004 From: rt at tmtm.com (Tony Bowden) Date: Mon, 20 Sep 2004 00:22:59 +0100 Subject: [rt-users] Bulk Update and Custom Fields Message-ID: <20040919232259.GA7238@soto.kasei.com> On 3.0.11 the Bulk Ticket Update doesn't seem to include any way to update Custom Fields. I would expect that this would usually be useful if you have custom fields set up. Is this something that is easily added? Tony From jesse at bestpractical.com Sun Sep 19 20:12:02 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 19 Sep 2004 20:12:02 -0400 Subject: [rt-users] Bulk Update and Custom Fields In-Reply-To: <20040919232259.GA7238@soto.kasei.com> References: <20040919232259.GA7238@soto.kasei.com> Message-ID: RT 3.2.2 adds this functionality. On Sep 19, 2004, at 7:22 PM, Tony Bowden wrote: > > On 3.0.11 the Bulk Ticket Update doesn't seem to include any way to > update Custom Fields. > > I would expect that this would usually be useful if you have custom > fields set up. > > Is this something that is easily added? > > Tony > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From jens at cyber.com.au Mon Sep 20 00:13:48 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 20 Sep 2004 14:13:48 +1000 Subject: [rt-users] RT 3.0.12 home page broken Message-ID: <20040920041348.GA10127@vanilla.office.cyber.com.au> G'day, When I install RT 3.0.12 I get the following messiness on my RT homepage. I've looked at the files in question, but I don't see the bug. What do I need to do to fix this? error: could not find component for path '/Elements/TitleBox' context: ... 31: <&|/l&>Owner 32: 33: % my $i; 34: % while (my $Ticket = $MyTickets->Next) { 35: % $i++; 36: 37: 38: <%$Ticket->Id%> 39: ... code stack: /opt/rt3/share/html/Elements/MyRequests:35 /opt/rt3/share/html/index.html:60 /opt/rt3/share/html/autohandler:199 raw error Regards, Jens From jens at cyber.com.au Mon Sep 20 00:44:48 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 20 Sep 2004 14:44:48 +1000 Subject: [rt-users] Re: [Rt-devel] RT 3.0.12 home page broken In-Reply-To: <20040920041348.GA10127@vanilla.office.cyber.com.au> References: <20040920041348.GA10127@vanilla.office.cyber.com.au> Message-ID: <20040920044448.GD10127@vanilla.office.cyber.com.au> On Mon, Sep 20, 2004 at 02:13:48PM +1000, Jens Porup wrote: > > G'day, > > When I install RT 3.0.12 I get the following messiness on my RT homepage. > > I've looked at the files in question, but I don't see the bug. What do I > need to do to fix this? Apologies. Non-RT modperl weirdness was the cause. Jens From autarch at urth.org Mon Sep 20 01:46:34 2004 From: autarch at urth.org (Dave Rolsky) Date: Mon, 20 Sep 2004 00:46:34 -0500 (CDT) Subject: [rt-users] Best way to get list of tickets per queue from external app? In-Reply-To: References: Message-ID: On Sun, 19 Sep 2004, Jesse Vincent wrote: > > So I'm trying to figure out what the best way is to get a list of > > tickets from RT on a per-queue basis. > > > > Ideally, this should work without the whole RT server installed, so it > > looks the REST or Atom interfaces are the best way to go. > > Unfortunately, neither is well documented (*cough*, to say the least). > > Look at the functional tests for the Atom client code. And hassle > autrijus about docs for RT::Client ;) Yeah, I looked at the tests. Unfortunately, given that the methods all seem to be auto-generated, I can't figure out which ones exist, much less which I should be using. Plus all the tests seem to be about manipulating tickets, not search and returning a list of them. -dave /*=========================== VegGuide.Org Your guide to all that's veg. ===========================*/ From jonas.lindvall at alltele.se Mon Sep 20 03:32:13 2004 From: jonas.lindvall at alltele.se (Jonas Lindvall (AllTele)) Date: Mon, 20 Sep 2004 09:32:13 +0200 Subject: [rt-users] Mail --> customfields. Message-ID: <006001c49ee3$f2eab790$2608d6d4@alltele.se> I can arrange the mails too look exactly as i want to. Is there any one who has done this that can write a small howto ?? or any hints on how to do it. Looking in the archive says it should be possible, but no one really says how to do it?? Thanks //Jonas Lindvall -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Mon Sep 20 04:10:52 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 20 Sep 2004 12:10:52 +0400 Subject: [rt-users] Mail --> customfields. In-Reply-To: <006001c49ee3$f2eab790$2608d6d4@alltele.se> References: <006001c49ee3$f2eab790$2608d6d4@alltele.se> Message-ID: <414E908C.3020506@acronis.com> Jonas Lindvall (AllTele) wrote: > I can arrange the mails too look exactly as i want to. > Is there any one who has done this that can write > a small howto ?? or any hints on how to do it. > > Looking in the archive says it should be possible, but no > one really says how to do it?? What exactly are you looking for? http://wiki.bestpractical.com/?Template Template parts in http://wiki.bestpractical.com/?Contributions > > Thanks > > //Jonas Lindvall > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 Mon Sep 20 04:10:00 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Mon, 20 Sep 2004 01:10:00 -0700 Subject: [rt-users] RT 3.0.12 home page broken Message-ID: <6D6E09D687772640AA41F009EB85FE050437B7@CPMAL00.corpnet.p1.local> You mean 3.0.11 right? If not, what's new in the release? I thought development for the 3.0.x has stopped? -------------------------------------------------------- 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. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Mon Sep 20 05:03:42 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 20 Sep 2004 13:03:42 +0400 Subject: [rt-users] RT 3.0.12 home page broken In-Reply-To: <6D6E09D687772640AA41F009EB85FE050437B7@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE050437B7@CPMAL00.corpnet.p1.local> Message-ID: <414E9CEE.9020600@acronis.com> Jonathan Chen wrote: > ** > > You mean 3.0.11 right? If not, what's new in the release? I thought > development for the 3.0.x has stopped? BestPractical has released 3.0.12 few days ago. It's update that contains small fixes, cleanups. > > ------------------------------------------------------------------------ > 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. > ------------------------------------------------------------------------ > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From alex at longhill.brighton-hove.sch.uk Mon Sep 20 09:20:03 2004 From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington) Date: Mon, 20 Sep 2004 14:20:03 +0100 Subject: [rt-users] NetMRG Message-ID: Hi I need to produce a graph of New and Open ticket numbers in an RT queue with NetMRG. NetMRG has an SQL query method to return a number, so my question is, does anyone have an SQL query to return the number of new tickets and the number of open tickets in a given RT queue? Thanks -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From anabella at lifia.info.unlp.edu.ar Mon Sep 20 09:40:08 2004 From: anabella at lifia.info.unlp.edu.ar (Anabella Cristaldi) Date: Mon, 20 Sep 2004 10:40:08 -0300 Subject: [rt-users] Help. please Message-ID: <414EDDB8.6010406@lifia.info.unlp.edu.ar> Hi all, I want to print in a custom template the field Due of the Ticket object. How can I do it? Thanks very much in advance Anabella From Ruslan.Zakirov at acronis.com Mon Sep 20 10:13:50 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 20 Sep 2004 18:13:50 +0400 Subject: [rt-users] NetMRG In-Reply-To: References: Message-ID: <414EE59E.1080707@acronis.com> Alexander Harrington wrote: > Hi > > I need to produce a graph of New and Open ticket numbers in an RT queue with NetMRG. > > NetMRG has an SQL query method to return a number, so my question is, does anyone have an SQL query to return the number of new tickets and the number of open tickets in a given RT queue? SELECT q.Name, t.Status, count(1) FROM Tickets t, Queues q WHERE q.id = t.Queue GROUP BY q.Name, t.Status; http://wiki.bestpractical.com/index.cgi?DBSchema > > Thanks > From danie.marais at attix5.com Mon Sep 20 10:15:42 2004 From: danie.marais at attix5.com (Danie Marais) Date: Mon, 20 Sep 2004 16:15:42 +0200 Subject: [rt-users] RT 3.2 Change Columns in Ticket Listing References: <014001c49b76$1b5a5e90$c6eefea9@quicksilver><20040915232004.GG3146@pallas.eruditorum.org> <01bc01c49bb7$f75ffd00$c6eefea9@quicksilver> Message-ID: <0c5601c49f1c$56ae4a20$0a14a8c0@danie> Les, Instead of just Accounting, add 'CustomField.{Accounting}' Danie > > so i also tried to add my custom field called "Accounting" as such... > > # $DefaultSearchResultFormat is the default format for RT search results > Set ($DefaultSearchResultFormat, qq{ > ' HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__/TITLE:#', > ' HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__/TITLE: > Subject', > Status, > QueueName, > OwnerName, > Accounting, > '__NEWLINE__', > From Ruslan.Zakirov at acronis.com Mon Sep 20 10:15:54 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 20 Sep 2004 18:15:54 +0400 Subject: [rt-users] Help. please In-Reply-To: <414EDDB8.6010406@lifia.info.unlp.edu.ar> References: <414EDDB8.6010406@lifia.info.unlp.edu.ar> Message-ID: <414EE61A.8070808@acronis.com> Anabella Cristaldi wrote: > Hi all, > I want to print in a custom template the field Due of the Ticket object. > How can I do it? Due: {$Ticket->DueObj->AsString} > > Thanks very much in advance > Anabella > > _______________________________________________ > 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 Sep 20 12:23:25 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Sep 2004 12:23:25 -0400 Subject: [rt-users] Best way to get list of tickets per queue from external app? In-Reply-To: References: Message-ID: <65EEC8FC-0B21-11D9-99B8-000A95AA631E@bestpractical.com> >> Look at the functional tests for the Atom client code. And hassle >> autrijus about docs for RT::Client ;) > > Yeah, I looked at the tests. Unfortunately, given that the methods all > seem to be auto-generated, I can't figure out which ones exist, much > less > which I should be using. Plus all the tests seem to be about > manipulating > tickets, not search and returning a list of them. > Autrijus tells me he'll improve the situation once he's completed a bit of customer work he's currently doing. Jesse From sivan.deray at net-aptitude.fr Mon Sep 20 12:42:42 2004 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Mon, 20 Sep 2004 18:42:42 +0200 Subject: [rt-users] Max Size attachment Message-ID: <4E13BD0442DACA4D9606CAD98924F09A1F4E39@srv-nap-atlas-1.net-aptitude.fr> I've read about this problem but i didn't solve it: An attachment of 700k is seen but an attachment of 2Mo semmed to be dropped .... RT_SiteConfig is correctly configured but i haven't got a my.cnf file ?? Where should i checked so to create ticket with large size attachement ? Thanks a lot !! -------------- next part -------------- An HTML attachment was scrubbed... URL: From mbochynski at audiumcorp.com Mon Sep 20 13:05:06 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Mon, 20 Sep 2004 13:05:06 -0400 Subject: [rt-users] Max Size attachment In-Reply-To: <4E13BD0442DACA4D9606CAD98924F09A1F4E39@srv-nap-atlas-1.net-aptitude.fr> References: <4E13BD0442DACA4D9606CAD98924F09A1F4E39@srv-nap-atlas-1.net-aptitude.fr> Message-ID: <1095699905.25577.7.camel@europium.audiumcorp.com> On Mon, 2004-09-20 at 12:42, Sivan DERAY wrote: > I've read about this problem but i didn't solve it: > > An attachment of 700k is seen but an attachment of 2Mo semmed to be > dropped .... > RT_SiteConfig is correctly configured but i haven't got a my.cnf file > ?? > > Where should i checked so to create ticket with large size attachement > ? > > Thanks a lot !! > > ______________________________________________________________________ Don't forget about your database. Check your MySQL. As far as I remember by default it accepts only up 1MB. Michael From rt at tmtm.com Mon Sep 20 14:19:29 2004 From: rt at tmtm.com (Tony Bowden) Date: Mon, 20 Sep 2004 19:19:29 +0100 Subject: [rt-users] IS NULL vs = 'null' Message-ID: <20040920181929.GA32041@soto.kasei.com> We finally managed to upgrade to 3.2 And, now all my bookmarks are broken :( So I tried to rebuild all my searches. But some of them I can't get to work at all. In particular, we have a custom field for Client. And I had a search that lists all the tickets that had no value set for this. However, when I try to build this query now, it always returns 0 results. It appears to be turning Client is (no value) into 'CF.Client' = 'null' rather than 'CF.Client' IS NULL Am I missing something obvious, or is this a bug? Tony From ben at atomicmatrix.net Mon Sep 20 14:34:07 2004 From: ben at atomicmatrix.net (ben at atomicmatrix.net) Date: Mon, 20 Sep 2004 14:34:07 -0400 Subject: [rt-users] RT 3.0.10 -> 3.0.12 upgrade; bug introduced Message-ID: <20040920190148.8460384C059@pallas.eruditorum.org> I'll preface this with the "Yeah, I'm running perl 5.6.1 and I know I shouldn't be, and it COULD be the problem, BUT" Was running 3.0.10 and upgraded to .12 recently. I noticed that my tweaked "weekly.html" stopped working. The following code produces an invalid MySQL query on .12 but not on .10: my $startobj = RT::Date->new($RT::SystemUser); my $endobj = RT::Date->new($RT::SystemUser); $startobj->Set(Format => 'unix', Value => (time - (86400 * 7))); $endobj->Set(Format => 'unix', Value => time); my $Creator = 96; my $queue = new RT::Queue($RT::SystemUser); my $tickets = new RT::Tickets($RT::SystemUser); $tickets->LimitTransactionDate( VALUE => $startobj->ISO, OPERATOR => '>'); $tickets->LimitTransactionDate( VALUE => $endobj->ISO, OPERATOR => '<'); $tickets->DEBUG(1); $tickets->Next(); I'm testing on the same machine, simply switching my "use lib" statement at the top between versions of RT3, so all my perl libraries are remaining the same. The two queries produced follows - first 3.0.10's and then 3.0.12's: SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Attachments_2.TransactionId = Transactions_1.id)AND(Attachments_2.TransactionId = Transactions_1.id)) AND ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND ((main.id = Transactions_1.Ticket)AND(main.id = Transactions_1.Ticket)) AND ( ( ( (Attachments_2.Created > '2004-09-13 18:26:39') ) AND ( (Attachments_2.Created < '2004-09-20 18:26:39') ) ) ) SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND ( ( ( (Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.Ticket)(Attachments_2.Created > '2004-09-13 18:26:58') ) AND ( (Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.Ticket)AND(Attachments_2.Created < '2004-09-20 18:26:58') ) ) ) I'll probably continue hunting (knowing me) but wanted to throw this out there in case someone knows something .. -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Sep 20 15:07:54 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Sep 2004 15:07:54 -0400 Subject: [rt-users] IS NULL vs = 'null' In-Reply-To: <20040920181929.GA32041@soto.kasei.com> References: <20040920181929.GA32041@soto.kasei.com> Message-ID: <604B54FB-0B38-11D9-B28F-000A95AE249E@bestpractical.com> Which 3.2.x are you running? It might be worth giving 3.2.2rc1 a shot, as there have been some logic fixes on search... Jesse On Sep 20, 2004, at 2:19 PM, Tony Bowden wrote: > > We finally managed to upgrade to 3.2 > > And, now all my bookmarks are broken :( > > So I tried to rebuild all my searches. But some of them I can't get to > work at all. > > In particular, we have a custom field for Client. And I had a search > that lists all the tickets that had no value set for this. > > However, when I try to build this query now, it always returns 0 > results. It appears to be turning > Client is (no value) > into > 'CF.Client' = 'null' > rather than > 'CF.Client' IS NULL > > Am I missing something obvious, or is this a bug? > > Tony > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From vivek at khera.org Mon Sep 20 16:06:15 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 20 Sep 2004 16:06:15 -0400 Subject: [rt-users] Customizing a scrip to prevent too many mails In-Reply-To: <413F14BC.2090603@acronis.ru> References: <01c001c49594$7f7c0870$0a14a8c0@danie> <413F14BC.2090603@acronis.ru> Message-ID: <86FD2063-0B40-11D9-9BD8-000A9578CFCC@khera.org> On Sep 8, 2004, at 10:18 AM, Ruslan U. Zakirov wrote: > As far as I know if you use one notify action then module will sent > only one mail to the recipient. > Then you can add record to DB that represent action 'Notify Owner and > AdminCc'. > Table: ScripActions > Fields: > ExecModule: Notify (or NotifyAsComment) > Argument: Owner,AdminCc > Other fields fill as you wish(see other records in table as examples). > This was just what I needed, too... For the feint of heart, here are the two scripactions I added to my system. It sounds like they may be generally useful for inclusion in RT. insert into scripactions (name,description,execmodule,argument,creator,created,lastupdatedby,last updated) values ('Notify Owner and AdminCc', 'Sends mail to owner and AdminCCs','Notify','Owner,AdminCc',1,now(),1,now()); insert into scripactions (name,description,execmodule,argument,creator,created,lastupdatedby,last updated) values ('Notify Owner and AdminCc as Comment', 'Sends mail to owner and AdminCCs as comment', 'NotifyAsComment','Owner,AdminCc',1,now(),1,now()); > Danie Marais wrote: >> Hi list, >> I have a scrip to notify the owner of any correspondence. But the >> owner is always an AdminCC as well since they watch all activity in >> the queue. So he ends up getting two mails when a requestor sends >> correspondence. Vivek Khera, Ph.D. +1-301-869-4449 x806 From rt at tmtm.com Mon Sep 20 16:46:00 2004 From: rt at tmtm.com (Tony Bowden) Date: Mon, 20 Sep 2004 21:46:00 +0100 Subject: [rt-users] IS NULL vs = 'null' In-Reply-To: <604B54FB-0B38-11D9-B28F-000A95AE249E@bestpractical.com> References: <20040920181929.GA32041@soto.kasei.com> <604B54FB-0B38-11D9-B28F-000A95AE249E@bestpractical.com> Message-ID: <20040920204600.GA1780@soto.kasei.com> On Mon, Sep 20, 2004 at 03:07:54PM -0400, Jesse Vincent wrote: > Which 3.2.x are you running? It might be worth giving 3.2.2rc1 a shot, > as there have been some logic fixes on search... 3.2.1. Having finally gotten it migrated to a debian box, I think we're quite keen to try to keep it in sync with them ... Tony From rt at tmtm.com Mon Sep 20 17:06:21 2004 From: rt at tmtm.com (Tony Bowden) Date: Mon, 20 Sep 2004 22:06:21 +0100 Subject: [rt-users] Default Search fields? Message-ID: <20040920210621.GA2263@soto.kasei.com> I've been playing around with the new search functionality in 3.2, and it seems rather nice. In 3.0 I'd changed Search/Elements/TicketRow to display different fields by default in search results (e.g. to show the Client name rather than the Requestor email address, where appropriate). In 3.2 this component no longer exists, in favour of a much more complex set of callbacks that can display everything depending on the search criteria. This is very nice for custom queries, but I can't spot a way yet to just change the default columns (e.g. from the Quick Search) to DWIW. Suggestions? Tony From rt at tmtm.com Mon Sep 20 17:12:34 2004 From: rt at tmtm.com (Tony Bowden) Date: Mon, 20 Sep 2004 22:12:34 +0100 Subject: [rt-users] RSS feeds and Passwords Message-ID: <20040920211233.GA2623@soto.kasei.com> One of the main reasons we upgraded to 3.2 was because Jesse had told me that there were now RSS feeds for all searches. This is, indeed, rather nice. However, I can't work out how to subscribe to these feeds in my aggregator, as I need to log in first! So, how do I get beyond that? Tony From jesse at bestpractical.com Mon Sep 20 17:25:00 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Sep 2004 17:25:00 -0400 Subject: [rt-users] IS NULL vs = 'null' In-Reply-To: <20040920204600.GA1780@soto.kasei.com> References: <20040920181929.GA32041@soto.kasei.com> <604B54FB-0B38-11D9-B28F-000A95AE249E@bestpractical.com> <20040920204600.GA1780@soto.kasei.com> Message-ID: <873437E8-0B4B-11D9-A23F-000A95AE249E@bestpractical.com> On Sep 20, 2004, at 4:46 PM, Tony Bowden wrote: > On Mon, Sep 20, 2004 at 03:07:54PM -0400, Jesse Vincent wrote: >> Which 3.2.x are you running? It might be worth giving 3.2.2rc1 a shot, >> as there have been some logic fixes on search... > > 3.2.1. Having finally gotten it migrated to a debian box, I think we're > quite keen to try to keep it in sync with them ... Well, when you upgrade to 3.2.2, tell us if that fixes the issue. Or submit some failing tests ;) Best, Jesse > Tony > From jesse at bestpractical.com Mon Sep 20 17:26:14 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Sep 2004 17:26:14 -0400 Subject: [rt-users] RSS feeds and Passwords In-Reply-To: <20040920211233.GA2623@soto.kasei.com> References: <20040920211233.GA2623@soto.kasei.com> Message-ID: I haven't seen an aggregator that does auth _well_. If you're using apache for auth, tell your aggregator to do auth. Otherwise, append the user and pass url parameters to the search url and make sure you're using SSL so they dont' go in the clear. On Sep 20, 2004, at 5:12 PM, Tony Bowden wrote: > > One of the main reasons we upgraded to 3.2 was because Jesse had told > me > that there were now RSS feeds for all searches. > > This is, indeed, rather nice. > > However, I can't work out how to subscribe to these feeds in my > aggregator, as I need to log in first! > > So, how do I get beyond that? > > Tony > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From jesse at bestpractical.com Mon Sep 20 17:27:17 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Sep 2004 17:27:17 -0400 Subject: [rt-users] Default Search fields? In-Reply-To: <20040920210621.GA2263@soto.kasei.com> References: <20040920210621.GA2263@soto.kasei.com> Message-ID: On Sep 20, 2004, at 5:06 PM, Tony Bowden wrote: > > I've been playing around with the new search functionality in 3.2, > and it seems rather nice. > > In 3.0 I'd changed Search/Elements/TicketRow to display different > fields > by default in search results (e.g. to show the Client name rather than > the Requestor email address, where appropriate). > > In 3.2 this component no longer exists, in favour of a much more > complex > set of callbacks that can display everything depending on the search > criteria. > > This is very nice for custom queries, but I can't spot a way yet to > just > change the default columns (e.g. from the Quick Search) to DWIW. Answered on the list in the past 3-4 days. You'll want to look at the config file. > Suggestions? > > Tony > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From mrcpu at internetcds.com Mon Sep 20 20:11:50 2004 From: mrcpu at internetcds.com (Jaye Mathisen) Date: Mon, 20 Sep 2004 17:11:50 -0700 Subject: [rt-users] Switching to RT3, few issues. Message-ID: <20040921001149.GA18865@backmaster.cdsnet.net> Been running RT2 for ages, works great. Decided to bite the bullet and upgrade to RT3. Ticket database is about 200k+ tickets. Tokk about 36 hours to export... Heh. Anyway, installing 3.0.11 from ports on FreeBSD 4.10. Server is mysql 4.1.3. My understanding is that I needed to upgrade to mysql 4.0 or later, and 4.1's been pretty solid for me. I get mysql syntax errors on rt-setup-database, that just don't make sense. I mean, it can connect, create the database, creates the tables, and they're definitely there, but gets an authentication error when trying to load the objects. I have temporarily commented out the insert_acl call because of a different syntax issue there. In any case, any suggestions? here's the error: rt3# /usr/local/rt3/sbin/rt-setup-database --dba root --dba-password thedbapassword --action init Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. schema sucessfully inserted Now inserting database ACLs Now inserting RT core system objects [Tue Sep 21 00:07:22 2004] [crit]: Connect Failed Client does not support authentication protocol requested by server; consider upgrading MySQL client at /usr/local/rt3/sbin/rt-setup-database line 334 (/usr/local/rt3/lib/RT.pm:257) The only thing that comes to mind is if it's got something to do with SSL, as my MYSQL server doesnt' have SSL support turned on. Any ideas appreciated. THe mysqlclient in question is 4.0.20, so it's pretty current. From nward at quicksilver.co.nz Tue Sep 21 00:14:25 2004 From: nward at quicksilver.co.nz (Nathan Ward) Date: Tue, 21 Sep 2004 16:14:25 +1200 Subject: [rt-users] RHEL3 (perl 5.8.0) UTF-8 Problems.. Message-ID: I've been getting these UTF-8 problems with perl-5.8.0, and have applied various patches to try to get things to work, with no luck. I've also upgraded to rt-3.3.6, which seems to have the patches applied already, still no luck. As a bit of an explanation of funny paths below, I'm not one for installing Perl modules from CPAN, because it walks all over the local packaging system, so I've built all my modules as RPMs, and installed them with a root dir of /usr/local/rt-3.3.6/dependencies, and pointed perl there in the appropriate places. I don't believe this is causing the problem at all. Here is a cutting of the first few lines of the trace I get when creating a ticket via the web interface: Unrecognised line: nward at quicksilver.co.nz at /usr/local/rt-3.3.6/lib/RT/Interface/Email.pm line 416 Trace begun at /usr/local/rt-3.3.6/dependencies/usr/lib/perl5/site_perl/5.8.0/HTML/ Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Unrecognised line: nward at quicksilver.co.nz at /usr/local/rt-3.3.6/lib/RT/Interface/Email.pm line 416^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 Carp::croak('Unrecognised line: nward at quicksilver.co.nz') called at /usr/local/rt-3.3.6/dependencies/usr/lib/perl5/site_perl/5.8.0/Mail/ Address.pm line 122 Mail::Address::_tokenise('nward at quicksilver.co.nz') called at /usr/local/rt-3.3.6/dependencies/usr/lib/perl5/site_perl/5.8.0/Mail/ Address.pm line 182 Mail::Address::parse('Mail::Address', 'nward at quicksilver.co.nz') called at /usr/local/rt-3.3.6/lib/RT/Interface/Email.pm line 416 RT::Interface::Email::ParseAddressFromHeader('nward at quicksilver.co.nz') called at /usr/local/rt-3.3.6/lib/RT/User_Overlay.pm line 584 RT::User::LoadOrCreateByEmail('RT::User=HASH(0x99b43e8)', 'nward at quicksilver.co.nz') called at /usr/local/rt-3.3.6/lib/RT/Ticket_Overlay.pm line 546 RT::Ticket::Create('RT::Ticket=HASH(0x99ae2dc)', 'DependsOn', 'ARRAY(0x87300bc)', 'Requestor', 'ARRAY(0x872cdb4)', 'TimeEstimated', undef, 'RefersTo', 'ARRAY(0x873011c)', 'Cc', 'ARRAY(0x872ce14)', 'ReferredToBy', 'ARRAY(0x8730134)', 'Subject', 'test', 'Status', 'new', 'Children', 'ARRAY(0x8730104)', 'FinalPriority', 70, 'TimeLeft', '', 'Queue', 'NOC', 'AdminCc', 'ARRAY(0x872ce74)', 'DependedOnBy', 'ARRAY(0x87300d4)', 'Owner', 10, 'MIMEObj', 'MIME::Entity=HASH(0x99b27ec)', 'Type', 'ticket', 'InitialPriority', 50, 'Parents', 'ARRAY(0x87300ec)', 'Starts', '1970-01-01 00:00:00', 'TimeWorked', '', 'Due', '2004-09-22 15:47:28') called at /usr/local/rt-3.3.6/lib/RT/Interface/Web.pm line 340 HTML::Mason::Commands::CreateTicket('Attachments', undef, 'Status', 'new', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', 'ARRAY(0x996a958)', 'Queue', 'NOC', 'Object-RT::Ticket--CustomField-4-Values', 'ARRAY(0x99539ec)', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', 'ARRAY(0x996ac04)', 'Requestors', 'nward at quicksilver.co.nz', 'InitialPriority', 50, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test', 'Object-RT::Ticket--CustomField-4-Values-Magic', 'ARRAY(0x996ad18)', 'new-RefersTo', '', 'FinalPriority', 70, 'RefersTo-new', '', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 'ARRAY(0x996adcc)', 'DependsOn-new', '', 'Owner', 10, 'Object-RT::Ticket--CustomField-3-Values-Magic', 'ARRAY(0x996ae50)', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test ticket', 'Object-RT::Ticket--CustomField-3-Values', 'ARRAY(0x996aeec)', 'Due', '2004-09-23 03:47:28', 'Object-RT::Ticket--CustomField-2-Values-Magic', 'ARRAY(0x996af58)') called at /usr/local/rt-3.3.6/share/html/Ticket/Display.html line 100 If anyone has any thoughts, it'd be much appreciated. -- Nathan Ward From Ruslan.Zakirov at acronis.com Tue Sep 21 03:11:51 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 21 Sep 2004 11:11:51 +0400 Subject: [rt-users] RT 3.0.10 -> 3.0.12 upgrade; bug introduced In-Reply-To: <20040920190148.8460384C059@pallas.eruditorum.org> References: <20040920190148.8460384C059@pallas.eruditorum.org> Message-ID: <414FD437.9090603@acronis.com> Please, update to the latest DBIx::SB. Did you see that .10 query is also weird: "(Attachments_2.TransactionId = Transactions_1.id)AND(Attachments_2.TransactionId = Transactions_1.id)" This shouldn't happen. ben at atomicmatrix.net wrote: > I'll preface this with the "Yeah, I'm running perl 5.6.1 and I know I > shouldn't be, and it COULD be the problem, BUT" > > Was running 3.0.10 and upgraded to .12 recently. I noticed that my > tweaked "weekly.html" stopped working. The following code produces an > invalid MySQL query on .12 but not on .10: > > my $startobj = RT::Date->new($RT::SystemUser); > my $endobj = RT::Date->new($RT::SystemUser); > $startobj->Set(Format => 'unix', Value => (time - (86400 * 7))); > $endobj->Set(Format => 'unix', Value => time); > > my $Creator = 96; > > my $queue = new RT::Queue($RT::SystemUser); > > my $tickets = new RT::Tickets($RT::SystemUser); > $tickets->LimitTransactionDate( VALUE => $startobj->ISO, OPERATOR => '>'); > $tickets->LimitTransactionDate( VALUE => $endobj->ISO, OPERATOR => '<'); > $tickets->DEBUG(1); > $tickets->Next(); > I'm testing on the same machine, simply switching my "use lib" statement > at the top between versions of RT3, so all my perl libraries are > remaining the same. > > The two queries produced follows - first 3.0.10's and then 3.0.12's: > > SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, > Attachments Attachments_2 WHERE ((Attachments_2.TransactionId = > Transactions_1.id)AND(Attachments_2.TransactionId = Transactions_1.id)) > AND ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND > ((main.id = Transactions_1.Ticket)AND(main.id = Transactions_1.Ticket)) > AND ( ( ( (Attachments_2.Created > '2004-09-13 18:26:39') ) AND ( > (Attachments_2.Created < '2004-09-20 18:26:39') ) ) ) > > SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, > Attachments Attachments_2 WHERE ((main.EffectiveId = main.id)) AND > ((main.Type = 'ticket')) AND ( ( ( (Attachments_2.TransactionId = > Transactions_1.id)AND(main.id = > Transactions_1.Ticket)(Attachments_2.Created > '2004-09-13 18:26:58') ) > AND ( (Attachments_2.TransactionId = Transactions_1.id)AND(main.id = > Transactions_1.Ticket)AND(Attachments_2.Created < '2004-09-20 18:26:58') > ) ) ) > > I'll probably continue hunting (knowing me) but wanted to throw this out > there in case someone knows something .. > > -=| Ben > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Sep 21 03:14:09 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 21 Sep 2004 11:14:09 +0400 Subject: [rt-users] Max Size attachment In-Reply-To: <1095699905.25577.7.camel@europium.audiumcorp.com> References: <4E13BD0442DACA4D9606CAD98924F09A1F4E39@srv-nap-atlas-1.net-aptitude.fr> <1095699905.25577.7.camel@europium.audiumcorp.com> Message-ID: <414FD4C1.9060703@acronis.com> Michael Bochynski wrote: > On Mon, 2004-09-20 at 12:42, Sivan DERAY wrote: > >>I've read about this problem but i didn't solve it: >> >>An attachment of 700k is seen but an attachment of 2Mo semmed to be >>dropped .... >>RT_SiteConfig is correctly configured but i haven't got a my.cnf file >>?? >> >>Where should i checked so to create ticket with large size attachement >>? >> >>Thanks a lot !! >> >>______________________________________________________________________ > > Don't forget about your database. Check your MySQL. As far as I remember > by default it accepts only up 1MB. Yes, Michael is right. $ cat /etc/my.cnf | grep max_allowed max_allowed_packet = 16M > > Michael > _______________________________________________ > 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 tmtm.com Tue Sep 21 03:33:16 2004 From: rt at tmtm.com (Tony Bowden) Date: Tue, 21 Sep 2004 08:33:16 +0100 Subject: [rt-users] RSS feeds and Passwords In-Reply-To: References: <20040920211233.GA2623@soto.kasei.com> Message-ID: <20040921073315.GB14533@soto.kasei.com> On Mon, Sep 20, 2004 at 05:26:14PM -0400, Jesse Vincent wrote: > I haven't seen an aggregator that does auth _well_. If you're using > apache for auth, tell your aggregator to do auth. Otherwise, append the > user and pass url parameters to the search url and make sure you're > using SSL so they dont' go in the clear. I didn't realise I could use Apache Auth for RT. That should probably do the job. I can't find any details on how to configure this. Any pointers? Thanks, Tony From Ruslan.Zakirov at acronis.com Tue Sep 21 03:21:40 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 21 Sep 2004 11:21:40 +0400 Subject: [rt-users] Switching to RT3, few issues. In-Reply-To: <20040921001149.GA18865@backmaster.cdsnet.net> References: <20040921001149.GA18865@backmaster.cdsnet.net> Message-ID: <414FD684.5040807@acronis.com> Same error was here a couple of weeks ago. As far as I know you should use client libraries that comes with your server. So it should be 4.1.3. Also try to rebuild DBD::mysql and see if it fails any test. Jaye Mathisen wrote: > > Been running RT2 for ages, works great. Decided to bite the bullet and > upgrade to RT3. > > Ticket database is about 200k+ tickets. Tokk about 36 hours to export... Heh. > > Anyway, installing 3.0.11 from ports on FreeBSD 4.10. Server is mysql 4.1.3. > > My understanding is that I needed to upgrade to mysql 4.0 or later, and 4.1's been pretty > solid for me. > > I get mysql syntax errors on rt-setup-database, that just don't make sense. I mean, > it can connect, create the database, creates the tables, and they're definitely there, but gets an > authentication error when trying to load the objects. > > I have temporarily commented out the insert_acl call because of a different syntax issue there. > > In any case, any suggestions? here's the error: > > > > rt3# /usr/local/rt3/sbin/rt-setup-database --dba root --dba-password thedbapassword --action init > Now creating a database for RT. > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > schema sucessfully inserted > Now inserting database ACLs > Now inserting RT core system objects > [Tue Sep 21 00:07:22 2004] [crit]: Connect Failed Client does not support authentication protocol requested by server; consider upgrading MySQL client > at /usr/local/rt3/sbin/rt-setup-database line 334 > (/usr/local/rt3/lib/RT.pm:257) > > > The only thing that comes to mind is if it's got something to do with SSL, as my MYSQL server > doesnt' have SSL support turned on. > > > Any ideas appreciated. THe mysqlclient in question is 4.0.20, so it's pretty current. > > > _______________________________________________ > 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 Tue Sep 21 03:50:07 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Tue, 21 Sep 2004 09:50:07 +0200 Subject: [rt-users] Apache Auth, mailgate problems!! Message-ID: <414FDD2F.4010609@dc.ltu.se> Hello! I was doing a upgrade of our RT (2.0.15) to RT3.2.1. I have set up everything and all seems to work. The problem I'm having now, is that the place where RT resides requires LDAP authentication. It seems that rt-mailgate requires access to the webpage. How do I fix this? No mail is delivered to RT3 due to the LDAP auth. All authentication is handled by apache. /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 sivan.deray at net-aptitude.fr Tue Sep 21 03:49:52 2004 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Tue, 21 Sep 2004 09:49:52 +0200 Subject: [rt-users] Max Size attachment Message-ID: <4E13BD0442DACA4D9606CAD98924F09A1F4E3A@srv-nap-atlas-1.net-aptitude.fr> my pb is that i don't find any my.cnf ... i don't understand !! cat /etc/my.cnf : this file does not exist find / -name my.cnf -print : the same thing i have a redhat 7.3 with a mtsql 4.0.12 and RT 3.0.10 any idea ? thanks -----Message d'origine----- De : Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Envoy? : mardi 21 septembre 2004 09:14 ? : Michael Bochynski Cc : RT Objet : Re: [rt-users] Max Size attachment Michael Bochynski wrote: > On Mon, 2004-09-20 at 12:42, Sivan DERAY wrote: > >>I've read about this problem but i didn't solve it: >> >>An attachment of 700k is seen but an attachment of 2Mo semmed to be >>dropped .... RT_SiteConfig is correctly configured but i haven't got a >>my.cnf file ?? >> >>Where should i checked so to create ticket with large size attachement >>? >> >>Thanks a lot !! >> >>______________________________________________________________________ > > Don't forget about your database. Check your MySQL. As far as I > remember by default it accepts only up 1MB. Yes, Michael is right. $ cat /etc/my.cnf | grep max_allowed max_allowed_packet = 16M > > Michael > _______________________________________________ > 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 tmtm.com Tue Sep 21 03:49:22 2004 From: rt at tmtm.com (Tony Bowden) Date: Tue, 21 Sep 2004 08:49:22 +0100 Subject: [rt-users] Default Search fields? In-Reply-To: References: <20040920210621.GA2263@soto.kasei.com> Message-ID: <20040921074922.GA4236@soto.kasei.com> On Mon, Sep 20, 2004 at 05:27:17PM -0400, Jesse Vincent wrote: > >change the default columns (e.g. from the Quick Search) to DWIW. > Answered on the list in the past 3-4 days. You'll want to look at the > config file. I've checked again, and I still can't find this. There was a post by Bob Goldstein that didn't seem to get an answer, but that's all I can see. I've had a look in the Config, and found the part where it sets up the DefaultSearchResultFormat, but I can't tell from that how to include a custom field (it's a global ones, so there should be no per-queue problems). I'm also curious as to why a lot of these things are in a config file, rather than accessible via the web interface. Is this is a policy decision, or just something that no-one has gotten around to doing yet? Tony From jesse at bestpractical.com Tue Sep 21 03:52:53 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 21 Sep 2004 03:52:53 -0400 Subject: [rt-users] Default Search fields? In-Reply-To: <20040921074922.GA4236@soto.kasei.com> References: <20040920210621.GA2263@soto.kasei.com> <20040921074922.GA4236@soto.kasei.com> Message-ID: <3E3BCA52-0BA3-11D9-A23F-000A95AE249E@bestpractical.com> On Sep 21, 2004, at 3:49 AM, Tony Bowden wrote: > On Mon, Sep 20, 2004 at 05:27:17PM -0400, Jesse Vincent wrote: >>> change the default columns (e.g. from the Quick Search) to DWIW. >> Answered on the list in the past 3-4 days. You'll want to look at the >> config file. > > I've checked again, and I still can't find this. There was a post by > Bob > Goldstein that didn't seem to get an answer, but that's all I can see. > > I've had a look in the Config, and found the part where it sets up the > DefaultSearchResultFormat, but I can't tell from that how to include a > custom field (it's a global ones, so there should be no per-queue > problems). Use the UI to add the custom field to the default format in the query builder and click the advanced tab. It'll show you the format. > > I'm also curious as to why a lot of these things are in a config file, > rather than accessible via the web interface. Is this is a policy > decision, or just something that no-one has gotten around to doing yet? The latter. We needed to be _able_ to store these things in the database somewhere. We now have the Attributes table for this. But no, nobody's gotten around to writing a nice web-based editor for the preferences, along with a nice simple CLI for doing the editing when you haven't gotten the web UI up and running yet. > Tony > > From rt at tmtm.com Tue Sep 21 04:00:22 2004 From: rt at tmtm.com (Tony Bowden) Date: Tue, 21 Sep 2004 09:00:22 +0100 Subject: [rt-users] Default Search fields? In-Reply-To: <3E3BCA52-0BA3-11D9-A23F-000A95AE249E@bestpractical.com> References: <20040920210621.GA2263@soto.kasei.com> <20040921074922.GA4236@soto.kasei.com> <3E3BCA52-0BA3-11D9-A23F-000A95AE249E@bestpractical.com> Message-ID: <20040921080022.GA15135@soto.kasei.com> On Tue, Sep 21, 2004 at 03:52:53AM -0400, Jesse Vincent wrote: > >I've had a look in the Config, and found the part where it sets up the > >DefaultSearchResultFormat, but I can't tell from that how to include a > >custom field (it's a global ones, so there should be no per-queue > >problems). > Use the UI to add the custom field to the default format in the query > builder and click the advanced tab. It'll show you the format. Aha. Nice idea. That worked. Thanks. I'm assuming there's no way to add conditionals in here? We used to have it show the Client if that was assigned yet, otherwise the requestor emails. I can live without this, just checking in case there's deeper magic here :) Tony From Ruslan.Zakirov at acronis.com Tue Sep 21 04:01:31 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 21 Sep 2004 12:01:31 +0400 Subject: [rt-users] Apache Auth, mailgate problems!! In-Reply-To: <414FDD2F.4010609@dc.ltu.se> References: <414FDD2F.4010609@dc.ltu.se> Message-ID: <414FDFDB.2010108@acronis.com> Nils-Erik Svang?rd wrote: > Hello! > I was doing a upgrade of our RT (2.0.15) to RT3.2.1. I have set up > everything and all seems to work. > The problem I'm having now, is that the place where RT resides requires > LDAP authentication. It seems that rt-mailgate requires access to the > webpage. How do I fix this? No mail is delivered to RT3 due to the LDAP > auth. All authentication is handled by apache. RT has special code for /NoAuth dir handling. You should disable LDAP auth for it in apache too or hack rt-mailgate, LWP can handle HTTP auth protocols. > > /nisse > From Ruslan.Zakirov at acronis.com Tue Sep 21 04:13:31 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 21 Sep 2004 12:13:31 +0400 Subject: [rt-users] Max Size attachment In-Reply-To: <4E13BD0442DACA4D9606CAD98924F09A1F4E3A@srv-nap-atlas-1.net-aptitude.fr> References: <4E13BD0442DACA4D9606CAD98924F09A1F4E3A@srv-nap-atlas-1.net-aptitude.fr> Message-ID: <414FE2AB.3050806@acronis.com> Sivan DERAY wrote: > my pb is that i don't find any my.cnf ... i don't understand !! > > cat /etc/my.cnf : this file does not exist > find / -name my.cnf -print : the same thing > > i have a redhat 7.3 with a mtsql 4.0.12 and RT 3.0.10 > > any idea ? Create fresh one in etc with next content: [mysqld] max_allowed_packet = 16M > > thanks > > > -----Message d'origine----- > De : Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] > Envoy? : mardi 21 septembre 2004 09:14 > ? : Michael Bochynski > Cc : RT > Objet : Re: [rt-users] Max Size attachment > > > Michael Bochynski wrote: > >>On Mon, 2004-09-20 at 12:42, Sivan DERAY wrote: >> >> >>>I've read about this problem but i didn't solve it: >>> >>>An attachment of 700k is seen but an attachment of 2Mo semmed to be >>>dropped .... RT_SiteConfig is correctly configured but i haven't got a >>>my.cnf file ?? >>> >>>Where should i checked so to create ticket with large size attachement >>>? >>> >>>Thanks a lot !! >>> >>>______________________________________________________________________ >> >>Don't forget about your database. Check your MySQL. As far as I >>remember by default it accepts only up 1MB. > > Yes, Michael is right. > > $ cat /etc/my.cnf | grep max_allowed > max_allowed_packet = 16M > > >>Michael >>_______________________________________________ >>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 hwagener at hamburg.fcb.com Tue Sep 21 05:03:14 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 21 Sep 2004 11:03:14 +0200 Subject: [rt-users] Errors after upgrading from 3.0.11 to 3.2.1 Message-ID: <12669FE0-0BAD-11D9-A5E3-003065DC18B8@hamburg.fcb.com> Hello, We seemingly upgraded successfully from RT 3.0.11 to 3.2.1 on debian (thanks again to Stephen for the packaging!). Unfortunately, the bodies of incoming emails are not recorded, but a ticket gets created. In the syslog, I found the error messages below. Any input is highly regarded. System specs: Apache 1.3.31 MySQL 4.0.21 Perl 5.8.4 RT 3.2.1 mod_perl setup Regards, Harald log excerpt: Sep 21 10:36:14 germany RT: Converting 'us-ascii' to 'utf-8' for text/plain - em ail test 01 Sep 21 10:36:14 germany RT: DBD::mysql::st execute failed: Column 'Filename' can not be null at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 410. (/usr/sh are/request-tracker3.2/lib/RT.pm:250) Sep 21 10:36:14 germany RT: RT::Handle=HASH(0x99f4df0) couldn't execute the quer y 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Pa rent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ? , ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 417. (/usr /share/request-tracker3.2/lib/RT.pm:250) Sep 21 10:36:14 germany RT: About to think about scrips for transaction2386 Sep 21 10:36:14 germany RT: About to prepare scrips for transaction2386 Sep 21 10:36:14 germany RT: Found 2 scrips Sep 21 10:36:14 germany RT: DBD::mysql::st execute failed: Table 'rt3.Attributes ' doesn't exist at /usr/share/perl5/DBIx/SearchBuilder.pm line 140. (/usr/share /request-tracker3.2/lib/RT.pm:250) Sep 21 10:36:14 germany RT: DBIx::SearchBuilder error:Table 'rt3.Attributes' doe sn't exist ^IQuery String is SELECT main.* FROM Attributes main WHERE ((main.O bjectId = 507)) AND ((main.ObjectType = 'RT::Ticket')) (/usr/share/request-tra cker3.2/lib/RT.pm:250) Sep 21 10:36:14 germany RT: DBD::mysql::st fetchrow_hashref failed: fetch() with out execute() at /usr/share/perl5/DBIx/SearchBuilder.pm line 158. (/usr/share/r equest-tracker3.2/lib/RT.pm:250) Sep 21 10:36:14 germany RT: About to commit scrips for transaction2386 Sep 21 10:36:14 germany RT: #507/2386 - Scrip 22 (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm: 209) Sep 21 10:36:15 germany RT: DBD::mysql::st execute failed: Column 'Filename' can not be null at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 410. (/usr/sh are/request-tracker3.2/lib/RT.pm:250) Sep 21 10:36:15 germany RT: RT::Handle=HASH(0x99f4df0) couldn't execute the quer y 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Pa rent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ? , ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 417. (/usr /share/request-tracker3.2/lib/RT.pm:250) Sep 21 10:36:15 germany RT: About to think about scrips for transaction2387 Sep 21 10:36:15 germany RT: sent To: fkaiser at fcbi.de Cc: Bcc: (/usr/share/request-tracker3.2/lib/RT/Action /SendEmail.pm:269) Sep 21 10:36:15 germany RT: # 507/2386 - Scrip 3 (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:20 9) Sep 21 10:36:15 germany RT: N o recipients found. Not sending. (/usr/share/request-tracker3.2/lib/RT/Action/S endEmail.pm:221) Sep 21 10:36:15 germany RT: Ticket 507 created in queue 'EES-ESD3' by fkaiser (/ usr/share/request-tracker3.2/lib/RT/Ticket_Overlay.pm:695) Sep 21 10:37:34 germany RT: Converting 'ISO-8859-15' to 'utf-8' for text/plain - Re: [FCBi #507] EES-ESD3: email test 01 Sep 21 10:37:34 germany RT: Found a ticket ID. It's 507 Sep 21 10:37:34 germany RT: DBD::mysql::st execute failed: Column 'Filename' can not be null at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 410. (/usr/sh are/request-tracker3.2/lib/RT.pm:250) Sep 21 10:37:34 germany RT: RT::Handle=HASH(0x99f3a60) couldn't execute the quer y 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Pa rent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ? , ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 417. (/usr /share/request-tracker3.2/lib/RT.pm:250) Sep 21 10:37:34 germany RT: About to think about scrips for transaction2388 Sep 21 10:37:34 germany RT: About to prepare scrips for transaction2388 Sep 21 10:37:34 germany RT: Found 4 scrips Sep 21 10:37:34 germany RT: DBD::mysql::st execute failed: Table 'rt3.Attributes ' doesn't exist at /usr/share/perl5/DBIx/SearchBuilder.pm line 140. (/usr/share /request-tracker3.2/lib/RT.pm:250) Sep 21 10:37:34 germany RT: DBIx::SearchBuilder error:Table 'rt3.Attributes' doe sn't exist ^IQuery String is SELECT main.* FROM Attributes main WHERE ((main.O bjectId = 507)) AND ((main.ObjectType = 'RT::Ticket')) (/usr/share/request-tra cker3.2/lib/RT.pm:250) Sep 21 10:37:34 germany RT: DBD::mysql::st fetchrow_hashref failed: fetch() with out execute() at /usr/share/perl5/DBIx/SearchBuilder.pm line 158. (/usr/share/r equest-tracker3.2/lib/RT.pm:250) Sep 21 10:37:34 germany RT: About to commit scrips for transaction2388 Sep 21 10:37:34 germany RT: #50 7/2388 - Scrip 4 (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:209) Sep 21 10:37:34 germany RT: No recipients found. Not sending. (/usr/share/request-tracker3.2/lib/RT/Action/Sen dEmail.pm:221) Sep 21 10:37:34 germany RT: #507/2388 - Scrip 5 (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:2 09) Sep 21 10:37:34 germany RT: No recipients found. Not sending. (/usr/share/request-tracker3.2/lib/RT/Action/ SendEmail.pm:221) Sep 21 10:37:34 germany RT: # 507/2388 - Scrip 6 (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:20 9) Sep 21 10:37:41 germany RT: WebRT: Attachment '' could not be loaded () (/usr/sh are/request-tracker3.2/html/Elements/Error:53) From sivan.deray at net-aptitude.fr Tue Sep 21 05:16:01 2004 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Tue, 21 Sep 2004 11:16:01 +0200 Subject: [rt-users] Max Size attachment Message-ID: <4E13BD0442DACA4D9606CAD98924F09A1F4E3F@srv-nap-atlas-1.net-aptitude.fr> thanks, it seems to work but when i'm trying to create a ticket with a 3Mb attachment it takes more than 15min !!! tue CPU is overloaded ... are there some improvement to prevent from these kind of problems ? -----Message d'origine----- De : Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Envoy? : mardi 21 septembre 2004 10:14 ? : Sivan DERAY Cc : Michael Bochynski; RT Objet : Re: RE : [rt-users] Max Size attachment Sivan DERAY wrote: > my pb is that i don't find any my.cnf ... i don't understand !! > > cat /etc/my.cnf : this file does not exist > find / -name my.cnf -print : the same thing > > i have a redhat 7.3 with a mtsql 4.0.12 and RT 3.0.10 > > any idea ? Create fresh one in etc with next content: [mysqld] max_allowed_packet = 16M > > thanks > > > -----Message d'origine----- > De : Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] > Envoy? : mardi 21 septembre 2004 09:14 > ? : Michael Bochynski > Cc : RT > Objet : Re: [rt-users] Max Size attachment > > > Michael Bochynski wrote: > >>On Mon, 2004-09-20 at 12:42, Sivan DERAY wrote: >> >> >>>I've read about this problem but i didn't solve it: >>> >>>An attachment of 700k is seen but an attachment of 2Mo semmed to be >>>dropped .... RT_SiteConfig is correctly configured but i haven't got a >>>my.cnf file ?? >>> >>>Where should i checked so to create ticket with large size >>>attachement >>>? >>> >>>Thanks a lot !! >>> >>>_____________________________________________________________________ >>>_ >> >>Don't forget about your database. Check your MySQL. As far as I >>remember by default it accepts only up 1MB. > > Yes, Michael is right. > > $ cat /etc/my.cnf | grep max_allowed > max_allowed_packet = 16M > > >>Michael >>_______________________________________________ >>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 hwagener at hamburg.fcb.com Tue Sep 21 06:30:18 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 21 Sep 2004 12:30:18 +0200 Subject: [rt-users] Errors after upgrading from 3.0.11 to 3.2.1 In-Reply-To: <12669FE0-0BAD-11D9-A5E3-003065DC18B8@hamburg.fcb.com> References: <12669FE0-0BAD-11D9-A5E3-003065DC18B8@hamburg.fcb.com> Message-ID: <3BA135B5-0BB9-11D9-A5E3-003065DC18B8@hamburg.fcb.com> OK, after adding the 'Attributes' table to the database, and updating DBIx:SearchBuilder from 1.1 to 1.10, a lot less gets logged: [Tue Sep 21 10:24:52 2004] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - email test 01 (/usr/share/request-tracker3.2/lib/RT/I18N.pm:200) [Tue Sep 21 10:24:52 2004] [warning]: DBD::mysql::st execute failed: Column 'Filename' cannot be null at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 478. (/usr/share/request-tracker3.2/lib/RT.pm:250) [Tue Sep 21 10:24:52 2004] [warning]: RT::Handle=HASH(0x99f2474) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 492. (/usr/share/request-tracker3.2/lib/RT.pm:250) [Tue Sep 21 10:24:52 2004] [debug]: About to think about scrips for transaction2414 (/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:118) [Tue Sep 21 10:24:52 2004] [debug]: About to prepare scrips for transaction2414 (/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:122) [Tue Sep 21 10:24:52 2004] [debug]: Found 2 scrips (/usr/share/request-tracker3.2/lib/RT/Scrips_Overlay.pm:327) [Tue Sep 21 10:24:53 2004] [debug]: About to commit scrips for transaction2414 (/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:131) [Tue Sep 21 10:24:53 2004] [info]: #516/2414 - Scrip 22 (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:209) [Tue Sep 21 10:24:53 2004] [warning]: DBD::mysql::st execute failed: Column 'Filename' cannot be null at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 478. (/usr/share/request-tracker3.2/lib/RT.pm:250) [Tue Sep 21 10:24:53 2004] [warning]: RT::Handle=HASH(0x99f2474) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 492. (/usr/share/request-tracker3.2/lib/RT.pm:250) [Tue Sep 21 10:24:53 2004] [debug]: About to think about scrips for transaction2415 (/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:118) [Tue Sep 21 10:24:53 2004] [info]: sent To: fkaiser at fcbi.de Cc: Bcc: (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:269) [Tue Sep 21 10:24:53 2004] [info]: #516/2414 - Scrip 3 (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:209) [Tue Sep 21 10:24:53 2004] [info]: No recipients found. Not sending. (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:221) [Tue Sep 21 10:24:53 2004] [info]: Ticket 516 created in queue 'EES-ESD3' by fkaiser (/usr/share/request-tracker3.2/lib/RT/Ticket_Overlay.pm:695) I could not fully stop and start the apache server yet, since it is a production system. I did stop and start during the upgrade to rt 3.2, though. Regards, Harald From hwagener at hamburg.fcb.com Tue Sep 21 09:05:04 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 21 Sep 2004 15:05:04 +0200 Subject: [rt-users] Errors after upgrading from 3.0.11 to 3.2.1 In-Reply-To: <3BA135B5-0BB9-11D9-A5E3-003065DC18B8@hamburg.fcb.com> References: <12669FE0-0BAD-11D9-A5E3-003065DC18B8@hamburg.fcb.com> <3BA135B5-0BB9-11D9-A5E3-003065DC18B8@hamburg.fcb.com> Message-ID: Just three more details - Replying to an existing Ticket by mail also does not get the message body recorded - Creating and replying to existing tickets by web ui does also help - A stop and start of apache did not help I would not like to go back to rt 3.0, but it seems I'd need to if I can't get this fixed today. Regards, Harald From bobg at uic.edu Tue Sep 21 09:21:40 2004 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 21 Sep 2004 08:21:40 -0500 Subject: [rt-users] Default Search fields? In-Reply-To: Your message of "Tue, 21 Sep 2004 03:52:53 EDT." <3E3BCA52-0BA3-11D9-A23F-000A95AE249E@bestpractical.com> Message-ID: <200409211321.i8LDLeo1013601@shark.cc.uic.edu> > >Use the UI to add the custom field to the default format in the query >builder and click the advanced tab. It'll show you the format. Does this apply to OrderBy and Order and Rows? The format for the individual columns made sense. > >> >> I'm also curious as to why a lot of these things are in a config file, >> rather than accessible via the web interface. Is this is a policy >> decision, or just something that no-one has gotten around to doing yet? > >The latter. We needed to be _able_ to store these things in the >database somewhere. We now have the Attributes table for this. But no, >nobody's gotten around to writing a nice web-based editor for the >preferences, along with a nice simple CLI for doing the editing when >you haven't gotten the web UI up and running yet. If you store a default format per user, that would be very cool! bobg From say_ten at multiplay.co.uk Tue Sep 21 09:21:13 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Tue, 21 Sep 2004 14:21:13 +0100 Subject: [rt-users] Errors after upgrading from 3.0.11 to 3.2.1 In-Reply-To: <3BA135B5-0BB9-11D9-A5E3-003065DC18B8@hamburg.fcb.com> References: <12669FE0-0BAD-11D9-A5E3-003065DC18B8@hamburg.fcb.com> <3BA135B5-0BB9-11D9-A5E3-003065DC18B8@hamburg.fcb.com> Message-ID: <41502AC9.3010504@multiplay.co.uk> tbh it sounds like you didn't upgrade properly. Did you execute all the schema changes? Also, are there any elements of the old version still in your install as it's best to start afresh I found. Harald Wagener wrote: > OK, > after adding the 'Attributes' table to the database, and updating > DBIx:SearchBuilder from 1.1 to 1.10, a lot less gets logged: > > [Tue Sep 21 10:24:52 2004] [debug]: Converting 'us-ascii' to 'utf-8' for > text/plain - email test 01 > (/usr/share/request-tracker3.2/lib/RT/I18N.pm:200) > [Tue Sep 21 10:24:52 2004] [warning]: DBD::mysql::st execute failed: > Column 'Filename' cannot be null at > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 478. > (/usr/share/request-tracker3.2/lib/RT.pm:250) > [Tue Sep 21 10:24:52 2004] [warning]: RT::Handle=HASH(0x99f2474) > couldn't execute the query 'INSERT INTO Attachments (Subject, > ContentType, Filename, Headers, Creator, Parent, Created, > ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, > ?, ?)' at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line > 492. > (/usr/share/request-tracker3.2/lib/RT.pm:250) > [Tue Sep 21 10:24:52 2004] [debug]: About to think about scrips for > transaction2414 > (/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:118) > [Tue Sep 21 10:24:52 2004] [debug]: About to prepare scrips for > transaction2414 > (/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:122) > [Tue Sep 21 10:24:52 2004] [debug]: Found 2 scrips > (/usr/share/request-tracker3.2/lib/RT/Scrips_Overlay.pm:327) > [Tue Sep 21 10:24:53 2004] [debug]: About to commit scrips for > transaction2414 > (/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:131) > [Tue Sep 21 10:24:53 2004] [info]: > #516/2414 - Scrip > 22 (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:209) > [Tue Sep 21 10:24:53 2004] [warning]: DBD::mysql::st execute failed: > Column 'Filename' cannot be null at > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 478. > (/usr/share/request-tracker3.2/lib/RT.pm:250) > [Tue Sep 21 10:24:53 2004] [warning]: RT::Handle=HASH(0x99f2474) > couldn't execute the query 'INSERT INTO Attachments (Subject, > ContentType, Filename, Headers, Creator, Parent, Created, > ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, > ?, ?)' at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line > 492. > (/usr/share/request-tracker3.2/lib/RT.pm:250) > [Tue Sep 21 10:24:53 2004] [debug]: About to think about scrips for > transaction2415 > (/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:118) > [Tue Sep 21 10:24:53 2004] [info]: > sent To: > fkaiser at fcbi.de Cc: Bcc: > (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:269) > [Tue Sep 21 10:24:53 2004] [info]: > #516/2414 - Scrip 3 > (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:209) > [Tue Sep 21 10:24:53 2004] [info]: > No recipients found. > Not sending. > (/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:221) > [Tue Sep 21 10:24:53 2004] [info]: Ticket 516 created in queue > 'EES-ESD3' by fkaiser > (/usr/share/request-tracker3.2/lib/RT/Ticket_Overlay.pm:695) > > I could not fully stop and start the apache server yet, since it is a > production system. I did stop and start during the upgrade to rt 3.2, > though. > > Regards, > Harald > > _______________________________________________ > 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 hwagener at hamburg.fcb.com Tue Sep 21 09:29:39 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 21 Sep 2004 15:29:39 +0200 Subject: [rt-users] Errors after upgrading from 3.0.11 to 3.2.1 In-Reply-To: <41502AA1.3070006@multiplay.co.uk> References: <12669FE0-0BAD-11D9-A5E3-003065DC18B8@hamburg.fcb.com> <3BA135B5-0BB9-11D9-A5E3-003065DC18B8@hamburg.fcb.com> <41502AA1.3070006@multiplay.co.uk> Message-ID: <49CA4A36-0BD2-11D9-A5E3-003065DC18B8@hamburg.fcb.com> Am 21.09.2004 um 15:20 schrieb Matthew Cheale: > tbh it sounds like you didn't upgrade properly. Did you execute all > the schema changes? Also, are there any elements of the old version > still in your install as it's best to start afresh I found. > Starting with a newly initialized database, no errors are appearing. Quite possibly, the old database was broken in more than one aspect. Thanks for Your patience. Regards, Harald From seph at directionless.org Tue Sep 21 10:39:09 2004 From: seph at directionless.org (seph) Date: Tue, 21 Sep 2004 10:39:09 -0400 Subject: [rt-users] Re: RSS feeds and Passwords In-Reply-To: <20040921073315.GB14533@soto.kasei.com> (Tony Bowden's message of "Tue, 21 Sep 2004 08:33:16 +0100") References: <20040920211233.GA2623@soto.kasei.com> <20040921073315.GB14533@soto.kasei.com> Message-ID: > I didn't realise I could use Apache Auth for RT. That should probably do > the job. I can't find any details on how to configure this. Any pointers? There are docs and mailing posts all over the place. "external auth" seph From mbiernacki at techdata.pl Tue Sep 21 10:33:39 2004 From: mbiernacki at techdata.pl (Biernacki, Michal) Date: Tue, 21 Sep 2004 16:33:39 +0200 Subject: [rt-users] External authorization in RT Message-ID: Hello, I've sucessfuly installed RT. It works perfect:-) Right now I'm trying to configure RT with external authorization (Windows NT domain). I made some changes in RT_Config.pm: Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($WebExternalAuto , 1); I've also made changes to httpd.conf: ServerAdmin mbiernacki at nodomain.com DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 ServerName helpdesk.nodomain.com PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason PerlAuthenHandler Apache::AuthenNTLM AuthType ntlm require valid-user PerlAddVar ntdomain "EDP PLWAWMPDC01" PerlAddVar defaultdomain EDP PerlAddVar fallbackdomain EDP PerlSetVar ntlmsemkey 0 PerlSetVar splitdomainprefix 1 After these changes I can login into the web interface of RT. Unfortunately I can not create new ticket using e-mail. The mail server tries to "login" to the RT, but NTLM authentication is not supported. Do you have any ideas or workaround? Best regards Michal From rt at tmtm.com Tue Sep 21 10:50:59 2004 From: rt at tmtm.com (Tony Bowden) Date: Tue, 21 Sep 2004 15:50:59 +0100 Subject: [rt-users] Re: RSS feeds and Passwords In-Reply-To: References: <20040920211233.GA2623@soto.kasei.com> <20040921073315.GB14533@soto.kasei.com> Message-ID: <20040921145059.GA25160@soto.kasei.com> On Tue, Sep 21, 2004 at 10:39:09AM -0400, seph wrote: > > I didn't realise I could use Apache Auth for RT. That should probably do > > the job. I can't find any details on how to configure this. Any pointers? > There are docs and mailing posts all over the place. "external auth" They may be all over the place, but they're in places I can't find. Searching the wiki for external auth, for example, gives an unanswered question from someone else wanting to know about this! Searching for ExternalAuth gives a page that references 'LookupExternalUserInfo' and 'WebExternalAuth' - both of which point to pages that don't exist yet. Is there a searchable archive of the list? I've searched what I have and all I can find is some stuff about NTLM that I don't understand. What am I missing? Thanks, Tony From Ruslan.Zakirov at acronis.com Tue Sep 21 10:58:02 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 21 Sep 2004 18:58:02 +0400 Subject: [rt-users] External authorization in RT In-Reply-To: References: Message-ID: <4150417A.8060300@acronis.com> I think you can add next lines to prevent auth: SetHandler perl-script PerlHandler RT::Mason Biernacki, Michal wrote: > Hello, > > I've sucessfuly installed RT. It works perfect:-) Right now I'm trying to > configure RT with external authorization (Windows NT domain). I made some > changes in RT_Config.pm: > > Set($WebExternalAuth , 1); > Set($WebFallbackToInternalAuth , 1); > Set($WebExternalAuto , 1); > > I've also made changes to httpd.conf: > > > ServerAdmin mbiernacki at nodomain.com > DocumentRoot /usr/local/rt3/share/html > AddDefaultCharset UTF-8 > ServerName helpdesk.nodomain.com > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > PerlAuthenHandler Apache::AuthenNTLM > AuthType ntlm > require valid-user > PerlAddVar ntdomain "EDP PLWAWMPDC01" > PerlAddVar defaultdomain EDP > PerlAddVar fallbackdomain EDP > PerlSetVar ntlmsemkey 0 > PerlSetVar splitdomainprefix 1 > > > > After these changes I can login into the web interface of RT. Unfortunately > I can not create new ticket using e-mail. The mail server tries to "login" > to the RT, but NTLM authentication is not supported. > Do you have any ideas or workaround? > > Best regards > Michal > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mbiernacki at techdata.pl Tue Sep 21 11:15:23 2004 From: mbiernacki at techdata.pl (Biernacki, Michal) Date: Tue, 21 Sep 2004 17:15:23 +0200 Subject: [rt-users] External authorization in RT Message-ID: It doesn't work:-/ > -----Original Message----- > From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] > Sent: Tuesday, September 21, 2004 4:58 PM > To: Biernacki, Michal > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] External authorization in RT > > I think you can add next lines to prevent auth: > > > SetHandler perl-script > PerlHandler RT::Mason > > > > Biernacki, Michal wrote: > > Hello, > > > > I've sucessfuly installed RT. It works perfect:-) Right now > I'm trying > > to configure RT with external authorization (Windows NT domain). I > > made some changes in RT_Config.pm: > > > > Set($WebExternalAuth , 1); > > Set($WebFallbackToInternalAuth , 1); > > Set($WebExternalAuto , 1); > > > > I've also made changes to httpd.conf: > > > > > > ServerAdmin mbiernacki at nodomain.com > > DocumentRoot /usr/local/rt3/share/html > > AddDefaultCharset UTF-8 > > ServerName helpdesk.nodomain.com > > PerlModule Apache::DBI > > PerlRequire /usr/local/rt3/bin/webmux.pl > > > > SetHandler perl-script > > PerlHandler RT::Mason > > PerlAuthenHandler Apache::AuthenNTLM > > AuthType ntlm > > require valid-user > > PerlAddVar ntdomain "EDP PLWAWMPDC01" > > PerlAddVar defaultdomain EDP > > PerlAddVar fallbackdomain EDP > > PerlSetVar ntlmsemkey 0 > > PerlSetVar splitdomainprefix 1 > > > > > > > > After these changes I can login into the web interface of RT. > > Unfortunately I can not create new ticket using e-mail. The > mail server tries to "login" > > to the RT, but NTLM authentication is not supported. > > Do you have any ideas or workaround? > > > > Best regards > > Michal > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From rt at chaka.net Tue Sep 21 10:45:49 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 21 Sep 2004 10:45:49 -0400 Subject: [rt-users] Problem sending notifications from rt-crontool Message-ID: <20040921144549.GN21338@chaka.net> RT 3.2.1 Why doesn't this work? /opt/rt3/bin/rt-crontool --search RT::Search::ActivtsInQueue \ --search-arg 'General' \ --condition RT::Condition::PriorityExceeds \ --condition-arg 2 \ --action RT::Action::NotifyAsComment \ --action-arg AdminCc \ --template-id "Reminder" \ --verbose [Tue Sep 21 15:17:02 2004] [crit]: Can't call method "CreatorObj" on an undefined value at /opt/rt3/lib/RT/Action/Notify.pm line 128. (/opt/rt3/lib/RT.pm:257) I looked in subversion and saw that rt-crontool was changed to allow notification after 3.2.1 so I applied the diffs, which got me farther, but it still doesn't work. rt-crontool doesn't pass a TransactionObj when it creates a new Action. Notify.pm uses the TransactionObj so things go all wonky. What would be the appropriate code to add to rt-crontool to set up a new transaction? Thanks! -Todd From jesse at bestpractical.com Tue Sep 21 12:09:40 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 21 Sep 2004 12:09:40 -0400 Subject: [rt-users] Problem sending notifications from rt-crontool In-Reply-To: <20040921144549.GN21338@chaka.net> References: <20040921144549.GN21338@chaka.net> Message-ID: On Sep 21, 2004, at 10:45 AM, Todd Chapman wrote: > RT 3.2.1 > > Why doesn't this work? > > I looked in subversion and saw that rt-crontool was changed to > allow notification after 3.2.1 so I applied the diffs, which > got me farther, but it still doesn't work. rt-crontool doesn't > pass a TransactionObj when it creates a new Action. Notify.pm > uses the TransactionObj so things go all wonky. Did you also apply the diffs to the Scrips system? > What would be the appropriate code to add to rt-crontool to > set up a new transaction? > > Thanks! > > -Todd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From jtaylor at bastyr.edu Tue Sep 21 12:03:52 2004 From: jtaylor at bastyr.edu (Jason Taylor) Date: Tue, 21 Sep 2004 09:03:52 -0700 Subject: [rt-users] External authorization in RT In-Reply-To: References: Message-ID: <415050E8.5070007@bastyr.edu> Biernacki, Michal wrote: >It doesn't work:-/ > > > >>-----Original Message----- >>From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] >>Sent: Tuesday, September 21, 2004 4:58 PM >>To: Biernacki, Michal >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] External authorization in RT >> >>I think you can add next lines to prevent auth: >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> >>Biernacki, Michal wrote: >> >> >>>Hello, >>> >>>I've sucessfuly installed RT. It works perfect:-) Right now >>> >>> >>I'm trying >> >> >>>to configure RT with external authorization (Windows NT domain). I >>>made some changes in RT_Config.pm: >>> >>>Set($WebExternalAuth , 1); >>>Set($WebFallbackToInternalAuth , 1); >>>Set($WebExternalAuto , 1); >>> >>>I've also made changes to httpd.conf: >>> >>> >>> ServerAdmin mbiernacki at nodomain.com >>> DocumentRoot /usr/local/rt3/share/html >>> AddDefaultCharset UTF-8 >>> ServerName helpdesk.nodomain.com >>> PerlModule Apache::DBI >>> PerlRequire /usr/local/rt3/bin/webmux.pl >>> >>> SetHandler perl-script >>> PerlHandler RT::Mason >>> PerlAuthenHandler Apache::AuthenNTLM >>> AuthType ntlm >>> require valid-user >>> PerlAddVar ntdomain "EDP PLWAWMPDC01" >>> PerlAddVar defaultdomain EDP >>> PerlAddVar fallbackdomain EDP >>> PerlSetVar ntlmsemkey 0 >>> PerlSetVar splitdomainprefix 1 >>> >>> >>> >>>After these changes I can login into the web interface of RT. >>>Unfortunately I can not create new ticket using e-mail. The >>> >>> >>mail server tries to "login" >> >> >>>to the RT, but NTLM authentication is not supported. >>>Do you have any ideas or workaround? >>> >>>Best regards >>>Michal >>>_______________________________________________ >>> >>> Here's my pertinent httpd.conf snippet. Hope it helps. FastCgiIpcDir /var/run/httpd/fastcgi FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 3600 -processes 5 ServerName pippin.middleearth.prv:1080 DocumentRoot /usr/local/rt3/share/html AddHandler fastcgi-script fcgi Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ SetHandler fastcgi-script AllowOverride None order allow,deny allow from all AuthName "Request Tracker" AuthType Kerberos Krb5Keytab /etc/krb5.keytab KrbAuthRealms MIDDLEEARTH.PRV KrbSaveCredentials off KrbVerifyKDC off Require valid-user Satisfy Any Options FollowSymLinks Indexes ExecCGI AllowOverride None Order deny,allow Allow from 127.0.0.1,172.16.1.27 SetHandler default-handler Satisfy Any Options FollowSymLinks Indexes ExecCGI AllowOverride None Order deny,allow Allow from 127.0.0.1,172.16.1.27 From brownmh at senexco.com Tue Sep 21 12:27:22 2004 From: brownmh at senexco.com (Michael H. Brown) Date: Tue, 21 Sep 2004 11:27:22 -0500 Subject: [rt-users] Reset Ticket Number Message-ID: <78C2D3EE0645BE48BBF399454EA463640145C347@mail.senexco.com> I'd like to reset the Ticket numbers on my RT test box instead of uninstalling and reinstalling. Does anyone have an SQL query to reset this? We're ready to go live and I'd like to blow out all these test tickets and start with Ticket 1. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com ---------------------------------------------------------------------------------------- The Senex Services Corp. email system added the following official information to this message. ---------------------------------------------------------------------------------------- NOTICE OF CONFIDENTIALITY ---------------------------------------------------------------------------------------- The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. 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Any other suggestions? $ svn diff svn://svn.bestpractical.com/rt/tags/3.2.2rc1/lib/RT/ svn://svn.bestp ractical.com/rt/branches/3.3-TESTING/lib/RT/ | grep revision | grep Scrip | wc -l 0 Thanks. -Todd On Tue, Sep 21, 2004 at 12:09:40PM -0400, Jesse Vincent wrote: > > On Sep 21, 2004, at 10:45 AM, Todd Chapman wrote: > > >RT 3.2.1 > > > >Why doesn't this work? > > > >I looked in subversion and saw that rt-crontool was changed to > >allow notification after 3.2.1 so I applied the diffs, which > >got me farther, but it still doesn't work. rt-crontool doesn't > >pass a TransactionObj when it creates a new Action. Notify.pm > >uses the TransactionObj so things go all wonky. > > > Did you also apply the diffs to the Scrips system? > > > >What would be the appropriate code to add to rt-crontool to > >set up a new transaction? > > > >Thanks! > > > >-Todd > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From rt at tmtm.com Tue Sep 21 14:20:44 2004 From: rt at tmtm.com (Tony Bowden) Date: Tue, 21 Sep 2004 19:20:44 +0100 Subject: [rt-users] Hook::LexWrap Message-ID: <20040921182044.GA32551@soto.kasei.com> One of the things I had to check when we upgraded was that the MergeTicket functionality hadn't changed significantly, as we've overridden it locally. When I talked to Jesse about this at Foo he suggested using Hook::LexWrap instead. I've just spent a frustrating half hour or so trying to find a way to get this to work. It appears that LexWrap doesn't like the way that the Ticket modules are evalled in, as it can't find the subref to wrap. For now I've gone with rolling my own: no warnings 'redefine'; our $orig = \&RT::Ticket::MergeInto or die "Can't find original"; *RT::Ticket::MergeInto = sub { my ($self, $MergeInto) = @_; # Load up the new ticket. my $NewTicket = RT::Ticket->new($RT::SystemUser); $NewTicket->Load($MergeInto); my $customer = $self->FirstCustomFieldValue('Customer') or return (0, "Can't merge customerless ticket"); my $customer2 = $NewTicket->FirstCustomFieldValue('Customer'); return (0, "Customer is different! ($customer vs $customer2)") unless $customer eq $customer2; goto $orig; }; This seems to work well enough, but I'd be keen to discover the mystical incantation to get LexWrap to do it for me. Thanks, Tony From mbochynski at audiumcorp.com Tue Sep 21 16:09:14 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Tue, 21 Sep 2004 16:09:14 -0400 Subject: [rt-users] ModifySelf and PasswordChange Message-ID: <1095797354.1111.5.camel@europium.audiumcorp.com> Hi, I am still waiting for an answer on the ModifySelf right for Everyone. I want all users to have the ability to change password. My question is whether I do not give too many rights with ModifySelf. Michael From mrcpu at internetcds.com Tue Sep 21 17:23:05 2004 From: mrcpu at internetcds.com (Jaye Mathisen) Date: Tue, 21 Sep 2004 14:23:05 -0700 Subject: [rt-users] OK, new importing problem. Getting further... Message-ID: <20040921212305.GB87217@backmaster.cdsnet.net> FreeBSD 4.10, rt-2.0.13 -> rt 3.0.11, perl 5.8.5, mod_perl, mason 1.26, apache 1.x, latest port, whatever it is. OK, I updated my mysql drivers to 4.1, that seemed to clear up my previously reported issue. So I let RT init the database. It all completed w/o errors. I then fired up the dumpfile-to-rt3 database utility. It imported users just peachy, seemed to import groups, then barfed with: . Importing groups ggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqImporting tickets...t-1 [Tue Sep 21 20:33:01 2004] [err]: Couldn't load 1 from the users database. (/usr/local/rt3/lib/RT/CurrentUser.pm:111) [Tue Sep 21 20:50:01 2004] [crit]: Failed to create user root at localhost: No permission to create users (/usr/local/rt3/lib/RT/User_Overlay.pm:624) [Tue Sep 21 20:54:55 2004] [crit]: DBD driver has not implemented the AutoCommit attribute at /usr/local/lib/perl5/site_perl/5.8.5/mach/DBI.pm line 1514. (/usr/local/rt3/lib/RT.pm:257) Not sure where I should head from here. I'm guessing somehow a root at localhost user doesn't exist in the new database, but I hesitate to go thrashing around in there. I enclosed the t-1 ticket just for reference. ^Nroot at localhost^@^@^@^EEmail Requestor^@^@^@^DType^@^@^Watchers ^Ddead^@^@^@^FStatus ^Ggeneral^@^@^@^EQueue ^A1^@^@^@^KEffectiveId ^A3^@^@^@^MLastUpdatedBy ^S2002-02-16 16:31:05^@^@^@^GStarted ^A1^@^@^@^Bid ^S2002-02-16 04:39:34^@^@^@^GCreated ^A2^@^@^@^EOwner^D^B^@^@^@^B^D^C^@^@^@^F ^A3^@^@^@^GCreator^D^B^@^@^@^C^D^C^@^@^@ ^A3^@^@^@^GCreator^E^@^@^@^GContent ^Omultipart/mixed^@^@^@^KContentType ^A1^@^@^@^Bid ^@^@^@^@^GSubject ^A1^@^@^@^MTransactionId ^S2002-02-16 04:39:34^@^@^@^GCreated <84>MIME-Version: 1.0 X-Mailer: MIME-tools 5.411 (Entity 5.404) Content-Type: multipart/mixed; boundary="----------=_1013834374-7712-0" ^@^@^@^GHeaders ^A0^@^@^@^FParent^D^C^@^@^@ ^A3^@^@^@^GCreator ^Dnone^@^@^@^OContentEncoding text/plain^@^@^@^KContentType ^@^@^@^@^GSubject ^A1^@^@^@^MTransactionId WContent-Type: text/plain Content-Disposition: inline Content-Transfer-Encoding: binary ^@^@^@^GHeaders ^LSome problem^@^@^@^GContent ^A2^@^@^@^Bid ^S2002-02-16 04:39:34^@^@^@^GCreated ^A1^@^@^@^FParent^D^C^@^@^@ ^A3^@^@^@^GCreator ^Dnone^@^@^@^OContentEncoding text/plain^@^@^@^KContentType ^@^@^@^@^GSubject ^A1^@^@^@^MTransactionId WContent-Type: text/plain Content-Disposition: inline Content-Transfer-Encoding: binary ^@^@^@^GHeaders ^@^@^@^@^GContent ^A3^@^@^@^Bid ^S2002-02-16 04:39:34^@^@^@^GCreated ^A1^@^@^@^FParent^@^@^@ Attachment ^A1^@^@^@^FTicket ^A1^@^@^@^Bid ^FCreate^@^@^@^DType ^S2002-02-16 04:39:34^@^@^@^GCreated^D^C^@^@^ ^A3^@^@^@^GCreator ^Cnew^@^@^OldValue ^A1^@^@^@^FTicket ^Ddead^@^@^NewValue ^A4^@^@^@^Bid ^FStatus^@^@^@^EField ^FStatus^@^@^@^DType ^S2002-02-16 16:31:05^@^@^@^GCreated^@^@^@^KTransaction ^S1970-01-01 00:00:00^@^@^@^FStarts From nward at quicksilver.co.nz Tue Sep 21 19:47:54 2004 From: nward at quicksilver.co.nz (Nathan Ward) Date: Wed, 22 Sep 2004 11:47:54 +1200 Subject: [rt-users] RHEL3 (perl 5.8.0) UTF-8 Problems.. (now slightly OT) In-Reply-To: <414FAE8B.7060007@insight.rr.com> References: <414FAE8B.7060007@insight.rr.com> Message-ID: On 21/09/2004, at 4:31 PM, Paul McFerrin wrote: > I didn't look at your debugging output but Perl 5.8.0 is buggy for RT. > You need at least 5.8.3. In that case then, does anyone have any tips on deploying a second perl/(mod_perl|fastcgi) installation, which doesn't walk all over the one provided by distribution_x? -- Nathan Ward From rob at myinternetplace.net Tue Sep 21 21:34:24 2004 From: rob at myinternetplace.net (Rob Walker) Date: Tue, 21 Sep 2004 18:34:24 -0700 Subject: [rt-users] external auth WAS: Re: RSS feeds and Passwords In-Reply-To: <20040921145059.GA25160@soto.kasei.com> References: <20040920211233.GA2623@soto.kasei.com> <20040921145059.GA25160@soto.kasei.com> Message-ID: <200409211834.25040.rob@myinternetplace.net> On Tuesday 21 September 2004 07:50 am, Tony Bowden wrote: > On Tue, Sep 21, 2004 at 10:39:09AM -0400, seph wrote: > > > I didn't realise I could use Apache Auth for RT. That should probably > > > do the job. I can't find any details on how to configure this. Any > > > pointers? > > > > There are docs and mailing posts all over the place. "external auth" > > They may be all over the place, but they're in places I can't find. > > Searching the wiki for external auth, for example, gives an unanswered > question from someone else wanting to know about this! > > Searching for ExternalAuth gives a page that references > 'LookupExternalUserInfo' and 'WebExternalAuth' - both of which point to > pages that don't exist yet. I saw the "ask questions here" page in the wiki, and was going to answer this very question in that page, but then later on I noticed that page said to quit using it, as it wasn't useful. hrmm... Here is how I have used this for one install: (On Debian, the package request-tracker3.2 is what I am using along with the packages apache-perl and apache-ssl) In /etc/apache-perl/httpd.conf: DocumentRoot /usr/local/rt-3-0-2/share/html/ ServerName rt.domain.com Redirect / https://rt.domain.com/rt32/ In /etc/apache-ssl/httpd.conf: SSLEnable ServerName rt.domain.com Include "/etc/request-tracker3.2/apache-modperl.conf" DocumentRoot /usr/share/request-tracker3/html/ SetHandler perl-script PerlHandler RT::Mason AuthName "RT Authentication" AuthShadow on AuthType Basic require valid-user In /etc/request-tracker3.2/RT_SiteConfig.pm : Set($WebExternalAuth , 1); Set($WebExternalAuto , 1); This allows me to authenticate against the local shadow stuffs. The only problem is that you cannot "logout" of RT. I end up opening another (non-konqueror) browser, and logging into the https website as root:rootpass to be able to admin the RT instance. I could set my main user as a superuser, but I haven't done that yet. rob From rob at myinternetplace.net Tue Sep 21 22:42:06 2004 From: rob at myinternetplace.net (Rob Walker) Date: Tue, 21 Sep 2004 19:42:06 -0700 Subject: [rt-users] Apache Auth, mailgate problems!! In-Reply-To: <414FDD2F.4010609@dc.ltu.se> References: <414FDD2F.4010609@dc.ltu.se> Message-ID: <200409211942.06811.rob@myinternetplace.net> On Tuesday 21 September 2004 12:50 am, Nils-Erik Svang?rd wrote: > Hello! > I was doing a upgrade of our RT (2.0.15) to RT3.2.1. I have set up > everything and all seems to work. > The problem I'm having now, is that the place where RT resides requires > LDAP authentication. It seems that rt-mailgate requires access to the > webpage. How do I fix this? No mail is delivered to RT3 due to the LDAP > auth. All authentication is handled by apache. I presume that you are talking about how rt-mailgate needs to pass the authentication which your apache webserver is requiring? One solution I have used for this is as follows in /etc/aliases: rt: "|/usr/bin/rt-mailgate --queue home --action correspond --url \ https://webusername:webpassword at hostname.domainname.com" I also had to set up a webusername within RT to be able to have privileges. rob From serge.bianda at appiancorp.com Tue Sep 21 23:07:38 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Tue, 21 Sep 2004 23:07:38 -0400 Subject: [rt-users] Generating Reports for tickets Message-ID: Hello All, I noticed that some of the users on this list have been using RT for a long time, and I'm assuming that they do generate reports for their bosses. Can someone tell me how they generate reports for tickets and exports them to a spreadsheet (excel or OOo?). Since we implemented RT, I need to be able to generate reports of tickets open/closed, per days/weeks, per Queue and so on and also have some type of graph. I looked at Statistics, but that does not seem to work well. The report is just on the screen and does not offer an option to print a report or export it to a spreadsheet. I hope someone will provide me with something other than Statistics or if that's the only thing available, I need to know if they are able to export them since I have not seen any feature that does just that. I'm running Fedora Core 2 Regards, Serge From ernest at afrinic.org Wed Sep 22 03:59:01 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Wed, 22 Sep 2004 09:59:01 +0200 (SAST) Subject: [rt-users] deleting ticket from the RT3 database Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 hello RT users, i am using RT3 in the following environment: OS: RedHat Enterprise Linux AS 3.0 kernel: 2.4.21-4.EL RT: rt-3.0.10 MySQL: 4.0 Perl: 5.8.0 I would like to know whether it is possible to completely delete a ticket from the RT3 database, and how to do that. Much as i have googled, i have failed to find anything on this subject! any help is greatly appreciated. regards, ernest. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQVEwyaH3gYhvcd1eAQIrrwYAkDYxjyy3jtoVVPUxs6LWxyiU4ojBqSTg etSNwNhITsHpOsox4W3FsS57ukEewewkvtwAp5+aWl//fNo9r2FIWZnwXsA5avVa x07aQN+p9m+XR7v0nQXoRX5+1XjnmlB0K3qizQ64Vu5+OYM0FX3phaRFeyUXNWUA Km/+slcZ7w/HCa4F/JDKBcQuH7XPXgIbx8/Zu10+gXNeobepMp1GJqj6yP4ePatE xxtPJSJ03JcfLcRIgpBAl+O0YH1cB6fX =1sI3 -----END PGP SIGNATURE----- From Ruslan.Zakirov at acronis.com Wed Sep 22 04:37:30 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 22 Sep 2004 12:37:30 +0400 Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: References: Message-ID: <415139CA.8040904@acronis.com> http://search.cpan.org/dist/RTx-Shredder Ernest Byaruhanga wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > hello RT users, > > i am using RT3 in the following environment: > > OS: RedHat Enterprise Linux AS 3.0 > kernel: 2.4.21-4.EL > RT: rt-3.0.10 > MySQL: 4.0 > Perl: 5.8.0 > > I would like to know whether it is possible to completely delete a ticket > from the RT3 database, and how to do that. > > Much as i have googled, i have failed to find anything on this subject! > > any help is greatly appreciated. > > regards, > > ernest. > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.4 (GNU/Linux) > > iQDVAwUBQVEwyaH3gYhvcd1eAQIrrwYAkDYxjyy3jtoVVPUxs6LWxyiU4ojBqSTg > etSNwNhITsHpOsox4W3FsS57ukEewewkvtwAp5+aWl//fNo9r2FIWZnwXsA5avVa > x07aQN+p9m+XR7v0nQXoRX5+1XjnmlB0K3qizQ64Vu5+OYM0FX3phaRFeyUXNWUA > Km/+slcZ7w/HCa4F/JDKBcQuH7XPXgIbx8/Zu10+gXNeobepMp1GJqj6yP4ePatE > xxtPJSJ03JcfLcRIgpBAl+O0YH1cB6fX > =1sI3 > -----END PGP SIGNATURE----- > _______________________________________________ > 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 tmtm.com Wed Sep 22 04:41:31 2004 From: rt at tmtm.com (Tony Bowden) Date: Wed, 22 Sep 2004 09:41:31 +0100 Subject: [rt-users] external auth WAS: Re: RSS feeds and Passwords In-Reply-To: <200409211834.25040.rob@myinternetplace.net> References: <20040920211233.GA2623@soto.kasei.com> <20040921145059.GA25160@soto.kasei.com> <200409211834.25040.rob@myinternetplace.net> Message-ID: <20040922084130.GB20873@soto.kasei.com> On Tue, Sep 21, 2004 at 06:34:24PM -0700, Rob Walker wrote: > Here is how I have used this for one install: (On Debian, the package > request-tracker3.2 is what I am using along with the packages apache-perl and > apache-ssl) Thanks for this. I don't quite understand the shadow stuff, but I'll bop our sysadmin and see if he can do anything with this. Tony From tomas.olaj at usit.uio.no Wed Sep 22 06:51:22 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Wed, 22 Sep 2004 12:51:22 +0200 (CEST) Subject: [rt-users] DB internals Message-ID: As a DBA i need to watch the RT database. Some links from here are not available. Which are the current one for 3.2.1? Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From Ruslan.Zakirov at acronis.com Wed Sep 22 07:13:26 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 22 Sep 2004 15:13:26 +0400 Subject: [rt-users] DB internals In-Reply-To: References: Message-ID: <41515E56.7020301@acronis.com> Tomas A. P. Olaj wrote: > As a DBA i need to watch the RT database. > > > > Some links from here are not available. Which are the current one for > 3.2.1? From wiki "Look at the file 'docs/rt-schema-relationships.dot', included on the package." Current for 3.2.1 is that that is shipped with tarball. > > Tomas > From hwagener at hamburg.fcb.com Wed Sep 22 07:58:07 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 22 Sep 2004 13:58:07 +0200 Subject: [rt-users] Generating Reports for tickets In-Reply-To: References: Message-ID: Am 22.09.2004 um 05:07 schrieb Serge Bianda: > Hello All, > > I noticed that some of the users on this list have been using RT for a > long time, and I'm assuming that they do generate reports for their > bosses. Can someone tell me how they generate reports for tickets and > exports them to a spreadsheet (excel or OOo?). RT 3.2 has spread sheet export built in. You can save the result of any search as a spread sheet. There are other reporting tools out there. Please check the gmane.org archives for details. Regards, Harald From ernest at afrinic.org Wed Sep 22 08:26:59 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Wed, 22 Sep 2004 14:26:59 +0200 (SAST) Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: <415139CA.8040904@acronis.com> References: <415139CA.8040904@acronis.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 hello, On Wed, 22 Sep 2004, Ruslan U. Zakirov wrote: > http://search.cpan.org/dist/RTx-Shredder > i've installed the module RTx::Shredder - but am wondering what next - how do i use it for cleaning up rt db? is there some documentation? (i havent found any). thanks, ernest. > Ernest Byaruhanga wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > > Hash: SHA1 > > > > hello RT users, > > > > i am using RT3 in the following environment: > > > > OS: RedHat Enterprise Linux AS 3.0 > > kernel: 2.4.21-4.EL > > RT: rt-3.0.10 > > MySQL: 4.0 > > Perl:5.8.0 > > > > I would like to know whether it is possible to completely delete a ticket > > from the RT3 database, and how to do that. > > > > Much as i have googled, i have failed to find anything on this subject! > > > > any help is greatly appreciated. > > > > regards, > > > > ernest. > > -----BEGIN PGP SIGNATURE----- > > Version: GnuPG v1.2.4 (GNU/Linux) > > > > iQDVAwUBQVEwyaH3gYhvcd1eAQIrrwYAkDYxjyy3jtoVVPUxs6LWxyiU4ojBqSTg > > etSNwNhITsHpOsox4W3FsS57ukEewewkvtwAp5+aWl//fNo9r2FIWZnwXsA5avVa > > x07aQN+p9m+XR7v0nQXoRX5+1XjnmlB0K3qizQ64Vu5+OYM0FX3phaRFeyUXNWUA > > Km/+slcZ7w/HCa4F/JDKBcQuH7XPXgIbx8/Zu10+gXNeobepMp1GJqj6yP4ePatE > > xxtPJSJ03JcfLcRIgpBAl+O0YH1cB6fX > > =1sI3 > > -----END PGP SIGNATURE----- > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQVFvl6H3gYhvcd1eAQKlvwX+M4XLEXZ5kZprwOM9WQKl68xVQnujSHkh rTvRisWXK0YEDNtwT2S/qqcJ6pzi22cYLWFwDM74WQLF56MLoa8h2sObh7Nm/o3o 8nlcy8H4tWYnhGKPDBNMYn0T0IyhrX37cnN/9cTBSdRrg4in3Q0gglTZGTAK+H6N uyLTbg2lIPwZ/bFdgH4rz0RTNg/oaa2PvL8kT6l5YIFPkHFEMai1Lgg5kVmfMijh Zl2flLlV2n/DnK7hOVxHB7lSybEJ7zo1 =bFJD -----END PGP SIGNATURE----- From ben at atomicmatrix.net Wed Sep 22 09:22:52 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Wed, 22 Sep 2004 09:22:52 -0400 Subject: [rt-users] RT 3.0.10 -> 3.0.12 upgrade; bug introduced In-Reply-To: <414FD437.9090603@acronis.com> Message-ID: <20040922132215.6E35C84C010@pallas.eruditorum.org> I'm at 1.10 for both tests. I haven't had a chance to test this in a 'clean room' yet, though. -=| Ben > -----Original Message----- > From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] > Sent: Tuesday, September 21, 2004 3:12 AM > To: ben at atomicmatrix.net > Cc: 'RT Users' > Subject: Re: [rt-users] RT 3.0.10 -> 3.0.12 upgrade; bug introduced > > Please, update to the latest DBIx::SB. > Did you see that .10 query is also weird: > "(Attachments_2.TransactionId = > Transactions_1.id)AND(Attachments_2.TransactionId = Transactions_1.id)" > This shouldn't happen. From Ruslan.Zakirov at acronis.com Wed Sep 22 09:32:27 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 22 Sep 2004 17:32:27 +0400 Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: References: <415139CA.8040904@acronis.com> Message-ID: <41517EEB.4060206@acronis.com> Ernest Byaruhanga wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > hello, > > On Wed, 22 Sep 2004, Ruslan U. Zakirov wrote: > > >>http://search.cpan.org/dist/RTx-Shredder >> > > > i've installed the module RTx::Shredder - but am wondering what next - how > do i use it for cleaning up rt db? > > is there some documentation? (i havent found any). Yeah. It's a little bit crapy, yet. I've updated it locally, but don't release new version yet. Use '/opt/rt3/local/sbin/rtx-shredder' script. perldoc /opt/rt3/local/sbin/rtx-shredder perldoc /opt/rt3/local/lib/RTx/Shredder.pm If functionality of rtx-shredder script is not enough report back I'll try to help you. Also don't forget about patch. > > thanks, > > ernest. > > > >>Ernest Byaruhanga wrote: >> >>>-----BEGIN PGP SIGNED MESSAGE----- >>>Hash: SHA1 >>> >>>hello RT users, >>> >>>i am using RT3 in the following environment: >>> >>>OS: RedHat Enterprise Linux AS 3.0 >>>kernel: 2.4.21-4.EL >>>RT: rt-3.0.10 >>>MySQL: 4.0 >>>Perl:5.8.0 >>> >>>I would like to know whether it is possible to completely delete a ticket >>>from the RT3 database, and how to do that. >>> >>>Much as i have googled, i have failed to find anything on this subject! >>> >>>any help is greatly appreciated. >>> >>>regards, >>> >>>ernest. >>>-----BEGIN PGP SIGNATURE----- >>>Version: GnuPG v1.2.4 (GNU/Linux) >>> >>>iQDVAwUBQVEwyaH3gYhvcd1eAQIrrwYAkDYxjyy3jtoVVPUxs6LWxyiU4ojBqSTg >>>etSNwNhITsHpOsox4W3FsS57ukEewewkvtwAp5+aWl//fNo9r2FIWZnwXsA5avVa >>>x07aQN+p9m+XR7v0nQXoRX5+1XjnmlB0K3qizQ64Vu5+OYM0FX3phaRFeyUXNWUA >>>Km/+slcZ7w/HCa4F/JDKBcQuH7XPXgIbx8/Zu10+gXNeobepMp1GJqj6yP4ePatE >>>xxtPJSJ03JcfLcRIgpBAl+O0YH1cB6fX >>>=1sI3 >>>-----END PGP SIGNATURE----- >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.4 (GNU/Linux) > > iQDVAwUBQVFvl6H3gYhvcd1eAQKlvwX+M4XLEXZ5kZprwOM9WQKl68xVQnujSHkh > rTvRisWXK0YEDNtwT2S/qqcJ6pzi22cYLWFwDM74WQLF56MLoa8h2sObh7Nm/o3o > 8nlcy8H4tWYnhGKPDBNMYn0T0IyhrX37cnN/9cTBSdRrg4in3Q0gglTZGTAK+H6N > uyLTbg2lIPwZ/bFdgH4rz0RTNg/oaa2PvL8kT6l5YIFPkHFEMai1Lgg5kVmfMijh > Zl2flLlV2n/DnK7hOVxHB7lSybEJ7zo1 > =bFJD > -----END PGP SIGNATURE----- From jean-pierre.forcioli at cyber-networks.fr Wed Sep 22 09:49:11 2004 From: jean-pierre.forcioli at cyber-networks.fr (Jean-Pierre FORCIOLI) Date: Wed, 22 Sep 2004 15:49:11 +0200 Subject: [rt-users] SQL query to get a ticket's requestor ? Message-ID: Hi, Does someone can give me a SQL query enabling me to get a ticket's requestor ? Regards. -- Jean-Pierre FORCIOLI OpenPGP: 1024D/CF173713 Cyber Networks http://www.cyber-networks.fr/ T?l : +33 (0)1 42 04 95 89 Fax : +33 (0)1 42 04 95 87 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 187 bytes Desc: This is a digitally signed message part URL: From Ruslan.Zakirov at acronis.com Wed Sep 22 10:49:07 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 22 Sep 2004 18:49:07 +0400 Subject: [rt-users] [ANNOUNCE] Do you know where is your users are members? No? Message-ID: <415190E3.6090302@acronis.com> Hello. You're RT admin and everytime RT user say that he has no right, you open groups management page and scan all groups to know where he is memeber or not. Number of users is growing, more groups. Aaaaaa... you want select user and know whether he is member of some groups or no. you want add user to one group and remove it from another and all this on one page. you want to know how your groups tree looks like. you want it. you read right announce. Look on screenshot. Apply patch to RT-3.2 or 3.0. Restart apache. And you get what you want. Best regards. Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: member_of-02.png Type: image/png Size: 15166 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: member_of.patch Type: application/aegis-patch Size: 3994 bytes Desc: not available URL: From charles at datasof.com Wed Sep 22 12:42:28 2004 From: charles at datasof.com (Charles A. Monteiro) Date: Wed, 22 Sep 2004 11:42:28 -0500 Subject: [rt-users] Can't use OR in Query Builder Message-ID: hi, I am not able to add an OR clause to my queries. Specifically, I need to be able to specify a query where the tickets exist in either QueueA or QueueB. The QueryBuilder inserts an "AND" everytime ignoring my "OR" selection. Without this I cannot generate any reports. thanks -Charles -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ From nisse at dc.ltu.se Wed Sep 22 12:31:39 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Wed, 22 Sep 2004 18:31:39 +0200 Subject: [rt-users] Apache Auth, mailgate problems!! In-Reply-To: <414FDFDB.2010108@acronis.com> References: <414FDD2F.4010609@dc.ltu.se> <414FDFDB.2010108@acronis.com> Message-ID: <4151A8EB.3020800@dc.ltu.se> Ruslan U. Zakirov wrote: > Nils-Erik Svang?rd wrote: > >> Hello! >> I was doing a upgrade of our RT (2.0.15) to RT3.2.1. I have set up >> everything and all seems to work. >> The problem I'm having now, is that the place where RT resides >> requires LDAP authentication. It seems that rt-mailgate requires >> access to the webpage. How do I fix this? No mail is delivered to RT3 >> due to the LDAP auth. All authentication is handled by apache. > > RT has special code for /NoAuth dir handling. > You should disable LDAP auth for it in apache too or > hack rt-mailgate, LWP can handle HTTP auth protocols. > > >> >> /nisse >> > Hmm I cant get it to work! Now the LDAP auth wont work its prob. a simple error that I dont see. ServerName rtsite.stuff.se DocumentRoot /info/install/rt3.2.1/share/html AuthType Basic AuthName 'stuff' AuthLDAPStartTLS On ... Require valid-user Option Indexes FollowSymLinks AllowOverride None order allow, deny allow from all Satisfy Any AllTheRT_Stuff On This makes it authenticate to the ldapserver but RT wants me to login anyway, even thoug I have externalauth on, if i turn off internalfallback then I cant log in to RT. ARRG.. any ideas? /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 MarkRoedel at letu.edu Wed Sep 22 12:47:10 2004 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 22 Sep 2004 11:47:10 -0500 Subject: [rt-users] [ANNOUNCE] Do you know where is your users are members?No? Message-ID: This looks really promising, and *very* useful. However...I think I followed all the instructions, and I get the following errors: (1) When accessing the "Member Of" tab under a user, I get a 404 (I don't think there was anything in the directions which created an html/Admin/Users/MemberOf.html (2) When accessing the main "Groups" tab, I get an error "could not find component for path '/Admin/Elements/ListGroupsTree' Is it possible there were a couple of files omitted from your first post? Any chance of getting those passed along? Thanks! -- Mark Roedel Web Programmer / Analyst LeTourneau University Longview, Texas -----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 22, 2004 9:49 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] [ANNOUNCE] Do you know where is your users are members?No? Hello. You're RT admin and everytime RT user say that he has no right, you open groups management page and scan all groups to know where he is memeber or not. Number of users is growing, more groups. Aaaaaa... you want select user and know whether he is member of some groups or no. you want add user to one group and remove it from another and all this on one page. you want to know how your groups tree looks like. you want it. you read right announce. Look on screenshot. Apply patch to RT-3.2 or 3.0. Restart apache. And you get what you want. Best regards. Ruslan. From ernest at afrinic.org Wed Sep 22 13:05:24 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Wed, 22 Sep 2004 19:05:24 +0200 (SAST) Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: <41517EEB.4060206@acronis.com> References: <415139CA.8040904@acronis.com> <41517EEB.4060206@acronis.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 hi Ruslan, On Wed, 22 Sep 2004, Ruslan U. Zakirov wrote: > Ernest Byaruhanga wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > > Hash: SHA1 > > > > On Wed, 22 Sep 2004, Ruslan U. Zakirov wrote: > > > > > http://search.cpan.org/dist/RTx-Shredder > > > > > i've installed the module RTx::Shredder - but am wondering what next - > > how do i use it for cleaning up rt db? > > > > is there some documentation? (i havent found any). > Yeah. It's a little bit crapy, yet. > I've updated it locally, but don't release new version yet. > Use '/opt/rt3/local/sbin/rtx-shredder' script. when i use that script, below is the output i get: [root at emu log]# /usr/local/rt3/local/sbin/rtx-shredder 2004-09-23 Tickets list is empty. [root at emu log]# when i log in back to RT and search for ticket numbers i deleted, i still see the tickets (though marked as deleted of course). please advise what i am missing - and thanks for the help so far! > Also don't forget about patch. please advise which patch this is.. (I can see in the documentation about a patch to enable RT to search for deleted tickets, but my RT can search for deleted tickets). regards, ernest. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQVGw2aH3gYhvcd1eAQLWjAX9FiK1nUbDNgqcLt0evoFmBNGNpWgFuMWX cua7rpjcs0vbu51e//Pq4+WiGtGyFpN6xBiAUAZ+24kF/6NsxfN/m/b1bgauHLui B31Y6MY7KKGTiRkfZaGTJLjmWxSXifaXPkBO855nFEFwu4ty0lR2fLl328au7gXV CzkNArb21Uyj4N66koRaxIj0+H0/8gablRlRpIcwAqyqTtEJWawbczP1wHl2SNz3 0gFPJhl6IGnV044xgS2jhUzU6Jlj0Jga =G+oz -----END PGP SIGNATURE----- From david at hoffmans.us Wed Sep 22 15:19:53 2004 From: david at hoffmans.us (David Hoffman) Date: Wed, 22 Sep 2004 14:19:53 -0500 Subject: [rt-users] Mailgate Help with Windows Version 3.0.12 Message-ID: <024901c4a0d9$244d2740$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 brownmh at senexco.com Wed Sep 22 15:24:56 2004 From: brownmh at senexco.com (Michael H. Brown) Date: Wed, 22 Sep 2004 14:24:56 -0500 Subject: [rt-users] Mailgate Help with Windows Version 3.0.12 Message-ID: <78C2D3EE0645BE48BBF399454EA463640145C355@mail.senexco.com> I believe you need to do one poll for each email address in your conf file so instead of: 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" you should have : #email1 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" #email2 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 General --action correspond" Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Hoffman Sent: Wednesday, September 22, 2004 2:20 PM To: RT Users Mailing List Subject: [rt-users] Mailgate Help with Windows Version 3.0.12 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? ---------------------------------------------------------------------------------------- The Senex Services Corp. email system added the following official information to this message. ---------------------------------------------------------------------------------------- NOTICE OF CONFIDENTIALITY ---------------------------------------------------------------------------------------- The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. ======================================================================================== -------------- next part -------------- An HTML attachment was scrubbed... URL: From david at hoffmans.us Wed Sep 22 15:29:12 2004 From: david at hoffmans.us (David Hoffman) Date: Wed, 22 Sep 2004 14:29:12 -0500 Subject: [rt-users] Mailgate Help with Windows Version 3.0.12 References: <78C2D3EE0645BE48BBF399454EA463640145C355@mail.senexco.com> Message-ID: <025901c4a0da$71d5fae0$b4fea8c0@t2200> MessageThank you Michael, I just tried that and still get the same result. ----- Original Message ----- From: Michael H. Brown To: David Hoffman ; RT Users Mailing List Sent: Wednesday, September 22, 2004 14:24 Subject: RE: [rt-users] Mailgate Help with Windows Version 3.0.12 I believe you need to do one poll for each email address in your conf file so instead of: 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" you should have : #email1 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" #email2 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 General --action correspond" Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Hoffman Sent: Wednesday, September 22, 2004 2:20 PM To: RT Users Mailing List Subject: [rt-users] Mailgate Help with Windows Version 3.0.12 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? ------------------------------------------------------------------------------ The Senex Services Corp. email system added the following official information to this message. ------------------------------------------------------------------------------ NOTICE OF CONFIDENTIALITY ------------------------------------------------------------------------------ The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. ------------------------------------------------------------------------------ ------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From gpurcell at openharbor.com Wed Sep 22 16:10:56 2004 From: gpurcell at openharbor.com (Guy B. Purcell) Date: Wed, 22 Sep 2004 13:10:56 -0700 Subject: [rt-users] RHEL3 (perl 5.8.0) UTF-8 Problems.. (now slightly OT) In-Reply-To: References: <414FAE8B.7060007@insight.rr.com> Message-ID: <8311ADD4-0CD3-11D9-A806-000393030F62@openharbor.com> On Sep 21, 2004, at 16:47, Nathan Ward wrote: > On 21/09/2004, at 4:31 PM, Paul McFerrin wrote: > >> I didn't look at your debugging output but Perl 5.8.0 is buggy for >> RT. You need at least 5.8.3. > > In that case then, does anyone have any tips on deploying a second > perl/(mod_perl|fastcgi) installation, which doesn't walk all over the > one provided by distribution_x? Actually, Nathan, you'll need to log onto RHN and have a look at what RH has patched their Perl with. Part of the "beauty" or RHEL is that the version numbers are frozen with the OS release, with subsequent bug fixes back-ported into that frozen version, which you can then get via up2date. In other words, while the version says 5.8.0, it may actually contain all the fixes up through 5.8.5 (or whatever). This behavior is the reason I'm moving my RT installation to Solaris 9 from RHEL. If you really like RH, maybe the Fedora version would be better. -Guy From danno at internet2.edu Wed Sep 22 16:36:31 2004 From: danno at internet2.edu (Dan Pritts) Date: Wed, 22 Sep 2004 16:36:31 -0400 Subject: [rt-users] RHEL3 (perl 5.8.0) UTF-8 Problems.. (now slightly OT) In-Reply-To: References: <414FAE8B.7060007@insight.rr.com> Message-ID: <20040922203631.GA11517@internet2.edu> On Wed, Sep 22, 2004 at 11:47:54AM +1200, Nathan Ward wrote: > In that case then, does anyone have any tips on deploying a second > perl/(mod_perl|fastcgi) installation, which doesn't walk all over the > one provided by distribution_x? You should be able to simply build your own perl with a different root directory - ./configure --prefix=/usr/local/pkg/perl-5.8.5 and then build the appropriate mod_perl or fastcgi to go with the perl installed in that location. fastcgi will be a lot simpler to configure than mod_perl. I don't know how well it would work with RT but I have gotten around problems with perl's UTF-8 support biting me in the ass before by simply setenv LANG C before i start the perl interpreter. danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile From les at futuresource.com Wed Sep 22 16:34:27 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 22 Sep 2004 15:34:27 -0500 Subject: [rt-users] RHEL3 (perl 5.8.0) UTF-8 Problems.. (now slightly OT) In-Reply-To: <8311ADD4-0CD3-11D9-A806-000393030F62@openharbor.com> References: <414FAE8B.7060007@insight.rr.com> <8311ADD4-0CD3-11D9-A806-000393030F62@openharbor.com> Message-ID: <1095885267.32374.6.camel@moola.futuresource.com> On Wed, 2004-09-22 at 15:10, Guy B. Purcell wrote: > >> I didn't look at your debugging output but Perl 5.8.0 is buggy for > >> RT. You need at least 5.8.3. > > > > In that case then, does anyone have any tips on deploying a second > > perl/(mod_perl|fastcgi) installation, which doesn't walk all over the > > one provided by distribution_x? > > Actually, Nathan, you'll need to log onto RHN and have a look at what > RH has patched their Perl with. It's probably easier to do a tarball install of perl somewhere under /usr/local (probably the default) and use it with fastcgi. It's been years since I last needed multiple perl installs but I don't think it was difficult at all. Using it with fastcgi should avoid the need to rebuild apache and mod_perl too. --- Les Mikesell les at futuresource.com From danno at internet2.edu Wed Sep 22 16:56:25 2004 From: danno at internet2.edu (Dan Pritts) Date: Wed, 22 Sep 2004 16:56:25 -0400 Subject: [rt-users] mysql version requirements Message-ID: <20040922205625.GA13201@internet2.edu> 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. TIA danno -- dan pritts danno at internet2.edu systems administrator 734/352-4953 office internet2 734/834-7224 mobile From gpurcell at openharbor.com Wed Sep 22 18:27:57 2004 From: gpurcell at openharbor.com (Guy B. Purcell) Date: Wed, 22 Sep 2004 15:27:57 -0700 Subject: [rt-users] RHEL3 (perl 5.8.0) UTF-8 Problems.. (now slightly OT) In-Reply-To: <1095885267.32374.6.camel@moola.futuresource.com> References: <414FAE8B.7060007@insight.rr.com> <8311ADD4-0CD3-11D9-A806-000393030F62@openharbor.com> <1095885267.32374.6.camel@moola.futuresource.com> Message-ID: On Sep 22, 2004, at 13:34, Les Mikesell wrote: > On Wed, 2004-09-22 at 15:10, Guy B. Purcell wrote: >>>> I didn't look at your debugging output but Perl 5.8.0 is buggy for >>>> RT. You need at least 5.8.3. >>> >>> In that case then, does anyone have any tips on deploying a second >>> perl/(mod_perl|fastcgi) installation, which doesn't walk all over the >>> one provided by distribution_x? >> >> Actually, Nathan, you'll need to log onto RHN and have a look at what >> RH has patched their Perl with. > > It's probably easier to do a tarball install of perl somewhere > under /usr/local (probably the default) and use it with fastcgi. Could very well be, but then why bother using RHEL in the first place, if you're going to go around stuff they supply? My point was that Nathan may not even need a "newer" Perl because RH may have fixed the relevant bugs in their idea of 5.8.0. My preference is still to avoid RHEL for RT because it's a pain either to deal with the strict version requirements for all the various mods, or to work around them. -Guy From jparsons-lists at saffron.net Thu Sep 23 00:00:48 2004 From: jparsons-lists at saffron.net (Jason Parsons) Date: Thu, 23 Sep 2004 00:00:48 -0400 Subject: [rt-users] 3.3.6 etc/upgrade/3.3.0/schema.mysql case problems Message-ID: <26CACE38-0D15-11D9-99EB-000393D56A8A@saffron.net> etc/upgrade/3.3.0/schema.mysql includes, in part: alter table objectcustomfieldvalues add column ObjectType varchar(255) not null; update objectcustomfieldvalues set ObjectType = 'RT::Ticket'; alter table objectcustomfieldvalues add column Current bool default 1; alter table objectcustomfieldvalues add column LargeContent LONGTEXT NULL; alter table objectcustomfieldvalues add column ContentType varchar(80) NULL; alter table objectcustomfieldvalues add column ContentEncoding varchar(80) NULL; alter table objectcustomfieldvalues drop index ticketcustomfieldvalues1; alter table objectcustomfieldvalues drop index ticketcustomfieldvalues2; alter table objectcustomfieldvalues add index ObjectCustomFieldValues1 (Content); alter table objectcustomfieldvalues add index ObjectCustomFieldValues2 (CustomField,ObjectType,ObjectId); The table is actually named ObjectCustomFieldValues. Case does matter. - Jason Parsons From jesse at bestpractical.com Thu Sep 23 00:01:34 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Sep 2004 00:01:34 -0400 Subject: [rt-users] 3.3.6 etc/upgrade/3.3.0/schema.mysql case problems In-Reply-To: <26CACE38-0D15-11D9-99EB-000393D56A8A@saffron.net> References: <26CACE38-0D15-11D9-99EB-000393D56A8A@saffron.net> Message-ID: <20040923040134.GO7875@pallas.eruditorum.org> Yep. Already fixed in the repository. The next 3.3.x release should be out in the next day or so. On Thu, Sep 23, 2004 at 12:00:48AM -0400, Jason Parsons wrote: > > etc/upgrade/3.3.0/schema.mysql includes, in part: > > alter table objectcustomfieldvalues add column ObjectType varchar(255) > not null; > update objectcustomfieldvalues set ObjectType = 'RT::Ticket'; > alter table objectcustomfieldvalues add column Current bool default 1; > alter table objectcustomfieldvalues add column LargeContent LONGTEXT > NULL; > alter table objectcustomfieldvalues add column ContentType varchar(80) > NULL; > alter table objectcustomfieldvalues add column ContentEncoding > varchar(80) NULL; > alter table objectcustomfieldvalues drop index ticketcustomfieldvalues1; > alter table objectcustomfieldvalues drop index ticketcustomfieldvalues2; > alter table objectcustomfieldvalues add index ObjectCustomFieldValues1 > (Content); > alter table objectcustomfieldvalues add index ObjectCustomFieldValues2 > (CustomField,ObjectType,ObjectId); > > The table is actually named ObjectCustomFieldValues. Case does matter. > > - Jason Parsons > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jmlambert at axalto.com Thu Sep 23 01:32:08 2004 From: jmlambert at axalto.com (Jean Marc Lambert) Date: Thu, 23 Sep 2004 07:32:08 +0200 Subject: [rt-users] Do not find the patch allowing the Selfservice users to fill the custom fields Message-ID: <6.1.2.0.2.20040923073159.03a2c6a0@pop.montrouge.axalto.com> I need to have the custom fields eventually filled by end users for all queue I understand from the archives that some patch exist for RT3 Can you help me in giving me the pointer ? Thanks JMLambert From Ruslan.Zakirov at acronis.com Thu Sep 23 03:29:12 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 23 Sep 2004 11:29:12 +0400 Subject: [rt-users] [ANNOUNCE] Do you know where is your users are members? No? In-Reply-To: <415190E3.6090302@acronis.com> References: <415190E3.6090302@acronis.com> Message-ID: <41527B48.9030103@acronis.com> Ooops. I forgot MemberOf.html file :( New patch attached and should work well. Best regards. Ruslan. Ruslan U. Zakirov wrote: > Hello. > You're RT admin and everytime RT user say that he has no right, you open > groups management page and scan all groups to know where he is memeber > or not. Number of users is growing, more groups. Aaaaaa... > > > you want select user and know whether he is member of some groups or no. > you want add user to one group and remove it from another and all this > on one page. > you want to know how your groups tree looks like. > > you want it. you read right announce. > > Look on screenshot. > Apply patch to RT-3.2 or 3.0. > Restart apache. > And you get what you want. > > Best regards. Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: member_of.patch Type: application/aegis-patch Size: 6754 bytes Desc: not available URL: From Ruslan.Zakirov at acronis.com Thu Sep 23 03:30:59 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 23 Sep 2004 11:30:59 +0400 Subject: [rt-users] [ANNOUNCE] Do you know where is your users are members? No? In-Reply-To: <41527B48.9030103@acronis.com> References: <415190E3.6090302@acronis.com> <41527B48.9030103@acronis.com> Message-ID: <41527BB3.705@acronis.com> Oops. forgot to add another file :( Sorry. Ruslan U. Zakirov wrote: > Ooops. I forgot MemberOf.html file :( > > New patch attached and should work well. > > Best regards. Ruslan. > > Ruslan U. Zakirov wrote: > >> Hello. >> You're RT admin and everytime RT user say that he has no right, you open >> groups management page and scan all groups to know where he is memeber >> or not. Number of users is growing, more groups. Aaaaaa... >> >> >> you want select user and know whether he is member of some groups or no. >> you want add user to one group and remove it from another and all this >> on one page. >> you want to know how your groups tree looks like. >> >> you want it. you read right announce. >> >> Look on screenshot. >> Apply patch to RT-3.2 or 3.0. >> Restart apache. >> And you get what you want. >> >> Best regards. Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: member_of.patch Type: application/aegis-patch Size: 7574 bytes Desc: not available URL: From Ruslan.Zakirov at acronis.com Thu Sep 23 03:34:22 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 23 Sep 2004 11:34:22 +0400 Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: References: <415139CA.8040904@acronis.com> <41517EEB.4060206@acronis.com> Message-ID: <41527C7E.9050500@acronis.com> Ernest Byaruhanga wrote: >>>>http://search.cpan.org/dist/RTx-Shredder >>>> >>> >>>i've installed the module RTx::Shredder - but am wondering what next - >>>how do i use it for cleaning up rt db? >>> >>>is there some documentation? (i havent found any). >> >>Yeah. It's a little bit crapy, yet. >>I've updated it locally, but don't release new version yet. >>Use '/opt/rt3/local/sbin/rtx-shredder' script. > > > when i use that script, below is the output i get: > > [root at emu log]# /usr/local/rt3/local/sbin/rtx-shredder 2004-09-23 > Tickets list is empty. > [root at emu log]# > > when i log in back to RT and search for ticket numbers i deleted, i still > see the tickets (though marked as deleted of course). please advise what i > am missing - and thanks for the help so far! patch is in 'patches' dir. > > >>Also don't forget about patch. > > > please advise which patch this is.. (I can see in the documentation about > a patch to enable RT to search for deleted tickets, but my RT can search > for deleted tickets). No, it shouldn't. API doesn't allow to do it well because of this you see 'Tickets list is empty' message. > > regards, > > ernest. From Ruslan.Zakirov at acronis.com Thu Sep 23 03:53:46 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 23 Sep 2004 11:53:46 +0400 Subject: [rt-users] [ANNOUNCE] Do you know where is your users are members?No? In-Reply-To: References: Message-ID: <4152810A.3080602@acronis.com> Thanks for report. I've resubmitted patch. Roedel, Mark wrote: > This looks really promising, and *very* useful. > > However...I think I followed all the instructions, and I get the > following errors: > > (1) When accessing the "Member Of" tab under a user, I get a 404 (I > don't think there was anything in the directions which created an > html/Admin/Users/MemberOf.html > > (2) When accessing the main "Groups" tab, I get an error "could not find > component for path '/Admin/Elements/ListGroupsTree' > > Is it possible there were a couple of files omitted from your first > post? Any chance of getting those passed along? > > Thanks! > > -- > Mark Roedel > Web Programmer / Analyst > LeTourneau University > Longview, Texas > > > > -----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 22, 2004 9:49 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] [ANNOUNCE] Do you know where is your users are > members?No? > > Hello. > You're RT admin and everytime RT user say that he has no right, you open > groups management page and scan all groups to know where he is memeber > or not. Number of users is growing, more groups. Aaaaaa... > > > you want select user and know whether he is member of some groups or no. > you want add user to one group and remove it from another and all this > on one page. > you want to know how your groups tree looks like. > > you want it. you read right announce. > > Look on screenshot. > Apply patch to RT-3.2 or 3.0. > Restart apache. > And you get what you want. > > Best regards. Ruslan. > > > From Ruslan.Zakirov at acronis.com Thu Sep 23 04:32:06 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 23 Sep 2004 12:32:06 +0400 Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: References: <415139CA.8040904@acronis.com> <41517EEB.4060206@acronis.com> <41527C7E.9050500@acronis.com> Message-ID: <41528A06.50909@acronis.com> Ernest Byaruhanga wrote: >>patch is in 'patches' dir. > > > thanks, i am however getting a timeout error while trying to access: > > http://search.cpan.org/src/RUZ/RTx-Shredder-0.01/patches/ Get tarball. tar -xzvf RTx-Shredder-0.01.tar.gz cd RTx-Shredder-0.01 ls patches If you installed via CPAN shell then you have tarball allready in ~/.cpan/sources/authors/id/R/RU/RUZ/ I'll release new version with updated docs today. > > is there another site i can find this patch? i will keep trying though, > may be its temporary? > > thanks, > > ernest. > > >>>>Also don't forget about patch. >>> >>>please advise which patch this is.. (I can see in the documentation >>>about a patch to enable RT to search for deleted tickets, but my RT >>>can search for deleted tickets). >> >>No, it shouldn't. API doesn't allow to do it well because of this you >>see 'Tickets list is empty' message. >> >> >>>regards, >>> >>>ernest. >> > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.4 (GNU/Linux) > > iQDVAwUBQVKHbKH3gYhvcd1eAQJpuAX/abID3zx6YRmbmlfQKNZOojKlXzsbVhDr > ZyPxGk9jVSgSYNn/TnLlOcp/GvftJFgRDKdZm8z/udXDIoq8iY1qjX5PAJxDYzLc > zalya0jzoLeKetejBkoZsfnb7ls8F9bwgVlm27qT0vh7nicTNQzQgZzQXc+dgzOJ > yF5c1f+uHZu0KcpqxShr8NIz59o7NnSXubOET2D6+xJmffSpEv/GxDzgU//7iHeq > HFDKnES+fstb0qaqedKIk1QgdG3BFJ1P > =we7F > -----END PGP SIGNATURE----- From ernest at afrinic.org Thu Sep 23 04:39:33 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Thu, 23 Sep 2004 10:39:33 +0200 (SAST) Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: References: <415139CA.8040904@acronis.com> <41517EEB.4060206@acronis.com> <41527C7E.9050500@acronis.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 hello Ruslan, > > patch is in 'patches' dir. > > thanks, i am however getting a timeout error while trying to access: > > http://search.cpan.org/src/RUZ/RTx-Shredder-0.01/patches/ > > is there another site i can find this patch? i will keep trying though, > may be its temporary? i have downloaded the patch now, but i am wondering how to apply it, as i cant see any README about it. please advise me which file i should copy it to, or how to apply this patch to my RT instance! thanks, ernest. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQVKLyaH3gYhvcd1eAQJHqgYAs/aB1Ju+jjFn488l+GnbrVMdbwB9Yu6u tORKmwueQTTYoLg5n4g79YRbxRTe6MPm3JAW9rVY9CbsuPVL0lby5JzZ/+xhWB8D TSOI7wWX1hGwkZW3hkx8JBOAAY3QThwNeYcFaTAXkzOoRtCgzYxfL5MLNQnfZSnp MFhwkYyCohlyfvmmjoMkJ7WwZWiujTrYITZuwSU23F1L/Xp5mVNtexdF4JgVxP/D 0JW5egJOMvxQhPgvqZC9/m6nH8hoTsrw =rAZg -----END PGP SIGNATURE----- From Ruslan.Zakirov at acronis.com Thu Sep 23 04:48:37 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 23 Sep 2004 12:48:37 +0400 Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: References: <415139CA.8040904@acronis.com> <41517EEB.4060206@acronis.com> <41527C7E.9050500@acronis.com> Message-ID: <41528DE5.2090705@acronis.com> Ernest Byaruhanga wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > hello Ruslan, > > >>>patch is in 'patches' dir. >> >>thanks, i am however getting a timeout error while trying to access: >> >>http://search.cpan.org/src/RUZ/RTx-Shredder-0.01/patches/ >> >>is there another site i can find this patch? i will keep trying though, >>may be its temporary? > > > i have downloaded the patch now, but i am wondering how to apply it, as i > cant see any README about it. please advise me which file i should copy it > to, or how to apply this patch to my RT instance! cd /opt/rt3/ # or dir where your RT lib dir is located cat /path/to/patch | patch -p0 > > thanks, > > ernest. > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.4 (GNU/Linux) > > iQDVAwUBQVKLyaH3gYhvcd1eAQJHqgYAs/aB1Ju+jjFn488l+GnbrVMdbwB9Yu6u > tORKmwueQTTYoLg5n4g79YRbxRTe6MPm3JAW9rVY9CbsuPVL0lby5JzZ/+xhWB8D > TSOI7wWX1hGwkZW3hkx8JBOAAY3QThwNeYcFaTAXkzOoRtCgzYxfL5MLNQnfZSnp > MFhwkYyCohlyfvmmjoMkJ7WwZWiujTrYITZuwSU23F1L/Xp5mVNtexdF4JgVxP/D > 0JW5egJOMvxQhPgvqZC9/m6nH8hoTsrw > =rAZg > -----END PGP SIGNATURE----- From ernest at afrinic.org Thu Sep 23 04:20:53 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Thu, 23 Sep 2004 10:20:53 +0200 (SAST) Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: <41527C7E.9050500@acronis.com> References: <415139CA.8040904@acronis.com> <41517EEB.4060206@acronis.com> <41527C7E.9050500@acronis.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Thu, 23 Sep 2004, Ruslan U. Zakirov wrote: > > > > > http://search.cpan.org/dist/RTx-Shredder > > > > > > > > i've installed the module RTx::Shredder - but am wondering what > > > > next - how do i use it for cleaning up rt db? > > > > > > > > is there some documentation? (i havent found any). > > > > > > Yeah. It's a little bit crapy, yet. > > > I've updated it locally, but don't release new version yet. > > > Use '/opt/rt3/local/sbin/rtx-shredder' script. > > > > when i use that script, below is the output i get: > > > > [root at emu log]# /usr/local/rt3/local/sbin/rtx-shredder 2004-09-23 > > Tickets list is empty. > > [root at emu log]# > > > > when i log in back to RT and search for ticket numbers i deleted, i > > still see the tickets (though marked as deleted of course). please > > advise what i am missing - and thanks for the help so far! > > patch is in 'patches' dir. thanks, i am however getting a timeout error while trying to access: http://search.cpan.org/src/RUZ/RTx-Shredder-0.01/patches/ is there another site i can find this patch? i will keep trying though, may be its temporary? thanks, ernest. > > > Also don't forget about patch. > > > > please advise which patch this is.. (I can see in the documentation > > about a patch to enable RT to search for deleted tickets, but my RT > > can search for deleted tickets). > > No, it shouldn't. API doesn't allow to do it well because of this you > see 'Tickets list is empty' message. > > > > > regards, > > > > ernest. > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQVKHbKH3gYhvcd1eAQJpuAX/abID3zx6YRmbmlfQKNZOojKlXzsbVhDr ZyPxGk9jVSgSYNn/TnLlOcp/GvftJFgRDKdZm8z/udXDIoq8iY1qjX5PAJxDYzLc zalya0jzoLeKetejBkoZsfnb7ls8F9bwgVlm27qT0vh7nicTNQzQgZzQXc+dgzOJ yF5c1f+uHZu0KcpqxShr8NIz59o7NnSXubOET2D6+xJmffSpEv/GxDzgU//7iHeq HFDKnES+fstb0qaqedKIk1QgdG3BFJ1P =we7F -----END PGP SIGNATURE----- From ernest at afrinic.org Thu Sep 23 05:36:25 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Thu, 23 Sep 2004 11:36:25 +0200 (SAST) Subject: [rt-users] deleting ticket from the RT3 database In-Reply-To: <41528DE5.2090705@acronis.com> References: <415139CA.8040904@acronis.com> <41517EEB.4060206@acronis.com> <41527C7E.9050500@acronis.com> <41528DE5.2090705@acronis.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 hi Ruslan, On Thu, 23 Sep 2004, Ruslan U. Zakirov wrote: > > i have downloaded the patch now, but i am wondering how to apply it, > > as i cant see any README about it. please advise me which file i > > should copy it to, or how to apply this patch to my RT instance! > > cd /opt/rt3/ > # or dir where your RT lib dir is located > cat /path/to/patch | patch -p0 thanks a lot - it worked like a charm :-)) ernest. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iQDVAwUBQVKZHaH3gYhvcd1eAQJpmgYAg/AxUAw2j62aGGo/pSgogq/Fi+Lp8r3x 2xa/Amb+TzDIe0ItI6K/XtPxelHMzE75B7u4IqVL06ozN0/GXt99jTHfRxAlhE1/ vbai0P8Hsf1NJC8LLcbdRSk1OrxIFeuJ+ClCqjh5S3TYZusLA/QnH/PxVy3ebLbm ofE4912MvJ8uJ2ljhcvExKryKcK0HjDrxAFR3CSLYoY8oKK+gle5U/KwNv62Q2I9 0HhLubsn6H709JAeWnLvaY+mcyH/8VXh =o8Wy -----END PGP SIGNATURE----- From vadud3 at gmail.com Thu Sep 23 08:47:15 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 23 Sep 2004 08:47:15 -0400 Subject: [rt-users] [ANNOUNCE] Do you know where is your users are members? No? In-Reply-To: <41527BB3.705@acronis.com> References: <415190E3.6090302@acronis.com> <41527B48.9030103@acronis.com> <41527BB3.705@acronis.com> Message-ID: Hi Ruslan I am using RT 3.2 and I don't have the following files html/Admin/Elements/ListGroupsTree html/Admin/Users/MemberOf.html Are those on 3.2+ ? Thanks On Thu, 23 Sep 2004 11:30:59 +0400, Ruslan U. Zakirov wrote: > Oops. forgot to add another file :( > > Sorry. > > > > Ruslan U. Zakirov wrote: > > Ooops. I forgot MemberOf.html file :( > > > > New patch attached and should work well. > > > > Best regards. Ruslan. > > > > Ruslan U. Zakirov wrote: > > > >> Hello. > >> You're RT admin and everytime RT user say that he has no right, you open > >> groups management page and scan all groups to know where he is memeber > >> or not. Number of users is growing, more groups. Aaaaaa... > >> > >> > >> you want select user and know whether he is member of some groups or no. > >> you want add user to one group and remove it from another and all this > >> on one page. > >> you want to know how your groups tree looks like. > >> > >> you want it. you read right announce. > >> > >> Look on screenshot. > >> Apply patch to RT-3.2 or 3.0. > >> Restart apache. > >> And you get what you want. > >> > >> Best regards. Ruslan. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From Ruslan.Zakirov at acronis.com Thu Sep 23 09:00:28 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 23 Sep 2004 17:00:28 +0400 Subject: [rt-users] [ANNOUNCE] Do you know where is your users are members? No? In-Reply-To: References: <415190E3.6090302@acronis.com> <41527B48.9030103@acronis.com> <41527BB3.705@acronis.com> Message-ID: <4152C8EC.1060701@acronis.com> Asif Iqbal wrote: > Hi Ruslan > > I am using RT 3.2 and I don't have the following files > > html/Admin/Elements/ListGroupsTree > html/Admin/Users/MemberOf.html > > Are those on 3.2+ ? Last patch contain full bundle. Attached again. Sorry for that. > > Thanks > > > On Thu, 23 Sep 2004 11:30:59 +0400, Ruslan U. Zakirov > wrote: > >>Oops. forgot to add another file :( >> >>Sorry. >> >> >> >>Ruslan U. Zakirov wrote: >> >>>Ooops. I forgot MemberOf.html file :( >>> >>>New patch attached and should work well. >>> >>> Best regards. Ruslan. >>> >>>Ruslan U. Zakirov wrote: >>> >>> >>>> Hello. >>>>You're RT admin and everytime RT user say that he has no right, you open >>>>groups management page and scan all groups to know where he is memeber >>>>or not. Number of users is growing, more groups. Aaaaaa... >>>> >>>> >>>>you want select user and know whether he is member of some groups or no. >>>>you want add user to one group and remove it from another and all this >>>>on one page. >>>>you want to know how your groups tree looks like. >>>> >>>>you want it. you read right announce. >>>> >>>>Look on screenshot. >>>>Apply patch to RT-3.2 or 3.0. >>>>Restart apache. >>>>And you get what you want. >>>> >>>> Best regards. Ruslan. >> >> >> >>_______________________________________________ >>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 -------------- A non-text attachment was scrubbed... Name: member_of.patch Type: application/aegis-patch Size: 7574 bytes Desc: not available URL: From ron.tyro at utoronto.ca Thu Sep 23 08:58:20 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Thu, 23 Sep 2004 08:58:20 -0400 Subject: [rt-users] Install RT-3 on Redhat 9 Message-ID: <4152C86C.C410B950@utoronto.ca> Hi, I'm going to install Request Tracker for the first time for evaluation purposes. I am going to try Redhat 9 on a intel chipset (i386), with MySQL and Apache and ActivePerl 5.8.4. I have found the following site, with rpm's: http://wiki.bestpractical.com/index.cgi?RPMInstall . It states that I should download from this site: http://campus.fct.unl.pt/paulomatos/rt/repository . When go to that site, I see several folders. Would anybody know if I need to download all the folders, or would the folder SRPMS be enough? Thanks allot, Ron -- Ron Tyro Scotiabank Information Commmons, University of Toronto From keith at midnighthax.com Thu Sep 23 09:31:57 2004 From: keith at midnighthax.com (Keith Edmunds) Date: Thu, 23 Sep 2004 14:31:57 +0100 Subject: [rt-users] Install RT-3 on Redhat 9 In-Reply-To: <4152C86C.C410B950@utoronto.ca> References: <4152C86C.C410B950@utoronto.ca> Message-ID: <20040923143157.1e73e19e@zaphod> On Thu, 23 Sep 2004 08:58:20 -0400 Ron Tyro wrote: > I'm going to install Request Tracker for the first time for evaluation > purposes. > I am going to try Redhat 9 on a intel chipset (i386), with MySQL and > Apache and ActivePerl 5.8.4. It may well be that you have to install it on RH, but if that is _not_ a given then I'd suggest installing it on Debian - having installed it on both, the latter is FAR FAR FAR easier ("apt-get install request-tracker3"). For evaluation, you don't want to spend most of the day installing the product... Keith From kerrboy at gmail.com Thu Sep 23 10:58:00 2004 From: kerrboy at gmail.com (brianBOFH) Date: Thu, 23 Sep 2004 10:58:00 -0400 Subject: [rt-users] RT2 database cleanup before rt2->rt3 migration Message-ID: RT guru's: I would like to clean up my RT2 instance in perparation for migration to RT3. What is the best way to accomplish this? My biggest concern is the Users table. We have an enormous amount of "SPAM" users and only about 120 privileged users. There is also a large amount of dead Tickets. Any suggestions are appreciated. Thanks, Brian mysql> use rt2; Database changed mysql> select count(*) from Users; +----------+ | count(*) | +----------+ | 495693 | +----------+ 1 row in set (0.00 sec) mysql> select count(*) from Watchers; +----------+ | count(*) | +----------+ | 320520 | +----------+ 1 row in set (0.00 sec) mysql> select count(*) from Tickets; +----------+ | count(*) | +----------+ | 377596 | +----------+ 1 row in set (26.54 sec) mysql> select count(*) from Transactions; +----------+ | count(*) | +----------+ | 1096803 | +----------+ 1 row in set (0.00 sec) mysql> select count(id) from Users; +-----------+ | count(id) | +-----------+ | 495694 | +-----------+ 1 row in set (0.00 sec) mysql> select count(id) from Watchers; +-----------+ | count(id) | +-----------+ | 320521 | +-----------+ 1 row in set (0.00 sec) mysql> select count(id) from Tickets; +-----------+ | count(id) | +-----------+ | 377597 | +-----------+ 1 row in set (0.00 sec) mysql> select count(id) from Transactions; +-----------+ | count(id) | +-----------+ | 1096804 | +-----------+ 1 row in set (0.00 sec) From ron.tyro at utoronto.ca Thu Sep 23 14:54:14 2004 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Thu, 23 Sep 2004 14:54:14 -0400 Subject: [rt-users] Re: Install RT-3 on Redhat 9 References: <4152C86C.C410B950@utoronto.ca> Message-ID: <41531BD6.C8B6FF7D@utoronto.ca> Thanks Keith your your advice on the choice of an operating system. But my question is about the repository. Has anybody on this list used it to install rt? Do I need to download all the folders or will just the SRPMS folder do? Thanks again, Ron Ron Tyro wrote: > > Hi, > > I'm going to install Request Tracker for the first time for evaluation > purposes. > I am going to try Redhat 9 on a intel chipset (i386), with MySQL and > Apache and ActivePerl 5.8.4. > > I have found the following site, with rpm's: > http://wiki.bestpractical.com/index.cgi?RPMInstall . It states that I > should download from this site: > http://campus.fct.unl.pt/paulomatos/rt/repository . When go to that > site, I see several folders. Would anybody know if I need to download > all the folders, or would the folder SRPMS be enough? > > Thanks allot, > Ron > > -- > Ron Tyro > Scotiabank Information Commmons, University of Toronto -- Ron Tyro Scotiabank Information Commmons, University of Toronto From jmctavish at matrixorbital.ca Thu Sep 23 18:22:30 2004 From: jmctavish at matrixorbital.ca (James McTavish) Date: Thu, 23 Sep 2004 16:22:30 -0600 Subject: [rt-users] RT 3.2.1 + RTFM 2.0.4 Issues Message-ID: <1095978150.5204.29.camel@Trill.matrix> I recently installed RT 3.2.1 without any problems on a Gentoo system. After my success I installed RTFM 2.0.4. Everything appeared to be working correctly as I could add classes and configure everything. When I added an article however RTFM broke. Now in any place where it tries to view articles it gives me the following error: RT::FM::Article::CurrentUserHasRight Unimplemented in RT::FM:: ArticleCollection. (/usr/lib/RT/FM/ArticleCollection_Overlay.pm line 38) With the trace at the end of the email. It appears that it can't find the CurrentUserHasRight() sub in the Article class, however I can locate it in lib/RT/FM/Article_Overlay.pm on line 1143. The permissions appear to be correct (root:root owns everything and the rights on the files are 755). I'm fairly new to perl so I'm unsure of where to start looking for the problem. Any assistance would be greatly appreciated. Trace begun at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('RT::FM::Article:: CurrentUserHasRight Unimplemented in RT::FM::ArticleCollection. (/usr/lib/RT/FM/ArticleCollection_Overlay.pm line 38) ^J') called at /usr/lib/perl5/vendor_perl/5.8.4/DBIx/SearchBuilder/Record.pm line 457 DBIx::SearchBuilder::Record::AUTOLOAD('RT::FM::Article=HASH(0x987d1a0)', 'ShowArticle') called at /usr/lib/RT/FM/ArticleCollection_Overlay.pm line 38 RT::FM::ArticleCollection::Next('RT::FM::ArticleCollection=HASH (0x987cb94)') called at /var/www/localhost/htdocs/rt/RTFM/Elements/NewestArticles line 27 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0x965b594)') called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /var/www/localhost/htdocs/rt/RTFM/index.html line 24 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0x9594a60)') called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request:: ApacheHandler=HASH(0x986d250)') called at /var/www/localhost/htdocs/rt/autohandler line 199 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0x9609374)') called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH (0x986d250)') called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request:: ApacheHandler=HASH(0x986d250)') called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason:: ApacheHandler=HASH(0x86c071c)', 'Apache::RequestRec=SCALAR(0x953aa6c)') called at /usr/bin/webmux.pl line 105 eval {...} at /usr/bin/webmux.pl line 105 RT::Mason::handler('Apache::RequestRec=SCALAR(0x953aa6c)') called at -e line 0 eval {...} at -e line 0 -- -James From Jean-Michel.Barbet at subatech.in2p3.fr Fri Sep 24 08:33:12 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Fri, 24 Sep 2004 14:33:12 +0200 Subject: [rt-users] Starting ticket numbering at a given number Message-ID: <41541408.3080903@subatech.in2p3.fr> Hi, Currently evaluating RT and trying to have tickets created in it in parallel with req... => How can I set RT to start numbering at a given number ? How is found the next number to use ? (I tried to modify the id and EffectiveId for the last created ticket in the Tickets table but it does'nt work. Next ticket is created with previous next available number, not the one I set). 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 say_ten at multiplay.co.uk Fri Sep 24 08:41:04 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Fri, 24 Sep 2004 13:41:04 +0100 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <41541408.3080903@subatech.in2p3.fr> References: <41541408.3080903@subatech.in2p3.fr> Message-ID: <415415E0.8080404@multiplay.co.uk> You have to alter the database table and set it's auto number start point. Jean-Michel Barbet wrote: > Hi, > > Currently evaluating RT and trying to have tickets created in it > in parallel with req... > > => How can I set RT to start numbering at a given number ? > How is found the next number to use ? > > (I tried to modify the id and EffectiveId for the last created ticket > in the Tickets table but it does'nt work. Next ticket is created with > previous next available number, not the one I set). > > Jean-Michel BARBET. > -- 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 nisse at dc.ltu.se Fri Sep 24 08:59:37 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 24 Sep 2004 14:59:37 +0200 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <415415E0.8080404@multiplay.co.uk> References: <41541408.3080903@subatech.in2p3.fr> <415415E0.8080404@multiplay.co.uk> Message-ID: <41541A39.2080503@dc.ltu.se> Matthew Cheale wrote: > You have to alter the database table and set it's auto number start > point. > > Jean-Michel Barbet wrote: > >> Hi, >> >> Currently evaluating RT and trying to have tickets created in it >> in parallel with req... >> >> => How can I set RT to start numbering at a given number ? >> How is found the next number to use ? >> >> (I tried to modify the id and EffectiveId for the last created ticket >> in the Tickets table but it does'nt work. Next ticket is created with >> previous next available number, not the one I set). >> >> Jean-Michel BARBET. >> > Is this to make RT not start its search from ticket nr 1? If so how do you search older tickets? /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 Ruslan.Zakirov at acronis.com Fri Sep 24 09:08:16 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 24 Sep 2004 17:08:16 +0400 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <41541A39.2080503@dc.ltu.se> References: <41541408.3080903@subatech.in2p3.fr> <415415E0.8080404@multiplay.co.uk> <41541A39.2080503@dc.ltu.se> Message-ID: <41541C40.7020406@acronis.com> Nils-Erik Svang?rd wrote: > Matthew Cheale wrote: > >> You have to alter the database table and set it's auto number start >> point. >> >> Jean-Michel Barbet wrote: >> >>> Hi, >>> >>> Currently evaluating RT and trying to have tickets created in it >>> in parallel with req... >>> >>> => How can I set RT to start numbering at a given number ? >>> How is found the next number to use ? >>> >>> (I tried to modify the id and EffectiveId for the last created ticket >>> in the Tickets table but it does'nt work. Next ticket is created with >>> previous next available number, not the one I set). >>> >>> Jean-Michel BARBET. >>> >> > Is this to make RT not start its search from ticket nr 1? No. It's to force DB to use custom start value for ticket's id. Not 1, but 1000000. > If so how do you search older tickets? > /nisse > From Jean-Michel.Barbet at subatech.in2p3.fr Fri Sep 24 09:16:55 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Fri, 24 Sep 2004 15:16:55 +0200 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <41541A39.2080503@dc.ltu.se> References: <41541408.3080903@subatech.in2p3.fr> <415415E0.8080404@multiplay.co.uk> <41541A39.2080503@dc.ltu.se> Message-ID: <41541E47.6010705@subatech.in2p3.fr> 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. -- ------------------------------------------------------------------------ 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 nisse at dc.ltu.se Fri Sep 24 09:17:58 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 24 Sep 2004 15:17:58 +0200 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <41541C40.7020406@acronis.com> References: <41541408.3080903@subatech.in2p3.fr> <415415E0.8080404@multiplay.co.uk> <41541A39.2080503@dc.ltu.se> <41541C40.7020406@acronis.com> Message-ID: <41541E86.2040705@dc.ltu.se> Ruslan U. Zakirov wrote: > Nils-Erik Svang?rd wrote: > >> Matthew Cheale wrote: >> >>> You have to alter the database table and set it's auto number start >>> point. >>> >>> Jean-Michel Barbet wrote: >>> >>>> Hi, >>>> >>>> Currently evaluating RT and trying to have tickets created in it >>>> in parallel with req... >>>> >>>> => How can I set RT to start numbering at a given number ? >>>> How is found the next number to use ? >>>> >>>> (I tried to modify the id and EffectiveId for the last created ticket >>>> in the Tickets table but it does'nt work. Next ticket is created with >>>> previous next available number, not the one I set). >>>> >>>> Jean-Michel BARBET. >>>> >>> >> Is this to make RT not start its search from ticket nr 1? > > No. It's to force DB to use custom start value for ticket's id. > Not 1, but 1000000. > >> If so how do you search older tickets? >> /nisse >> > Ok, if I want to all searches to by default search the latest 2000 tickets and not all 45000. Is that possible? Or do I have to dump part of the db to get that to work? /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 jean-pierre.forcioli at cyber-networks.fr Fri Sep 24 09:26:48 2004 From: jean-pierre.forcioli at cyber-networks.fr (Jean-Pierre FORCIOLI) Date: Fri, 24 Sep 2004 15:26:48 +0200 Subject: [rt-users] SQL query to get a ticket's requestor ? Message-ID: Hi, Does someone can give me a SQL query enabling me to get a ticket's requestor ? Regards. -- Jean-Pierre FORCIOLI OpenPGP: 1024D/CF173713 Cyber Networks http://www.cyber-networks.fr/ T?l : +33 (0)1 42 04 95 89 Fax : +33 (0)1 42 04 95 87 From Ruslan.Zakirov at acronis.com Fri Sep 24 09:27:19 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 24 Sep 2004 17:27:19 +0400 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <41541E86.2040705@dc.ltu.se> References: <41541408.3080903@subatech.in2p3.fr> <415415E0.8080404@multiplay.co.uk> <41541A39.2080503@dc.ltu.se> <41541C40.7020406@acronis.com> <41541E86.2040705@dc.ltu.se> Message-ID: <415420B7.80409@acronis.com> Nils-Erik Svang?rd wrote: > Ruslan U. Zakirov wrote: > >> Nils-Erik Svang?rd wrote: >> >>> Matthew Cheale wrote: >>> >>>> You have to alter the database table and set it's auto number start >>>> point. >>>> >>>> Jean-Michel Barbet wrote: >>>> >>>>> Hi, >>>>> >>>>> Currently evaluating RT and trying to have tickets created in it >>>>> in parallel with req... >>>>> >>>>> => How can I set RT to start numbering at a given number ? >>>>> How is found the next number to use ? >>>>> >>>>> (I tried to modify the id and EffectiveId for the last created ticket >>>>> in the Tickets table but it does'nt work. Next ticket is created with >>>>> previous next available number, not the one I set). >>>>> >>>>> Jean-Michel BARBET. >>>>> >>>> >>> Is this to make RT not start its search from ticket nr 1? >> >> >> No. It's to force DB to use custom start value for ticket's id. >> Not 1, but 1000000. >> >>> If so how do you search older tickets? >>> /nisse >>> >> > Ok, if I want to all searches to by default search the latest 2000 > tickets and not all 45000. Is that possible? strictly 2000 - no, but in RT-3.2 you can add condition id > XXXX, you should choose XXX according to your max id value. For example you current last ticket id is 233000 then you can add 'id > 200000' to search only in last ~33000(note ~) > Or do I have to dump part of the db to get that to work? dump? I think it wouldn't help a lot. If you want export&clean_up old RT tickets, then it's not easy to do. > /nisse > From Ruslan.Zakirov at acronis.com Fri Sep 24 09:59:29 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 24 Sep 2004 17:59:29 +0400 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <415421B1.8000408@dc.ltu.se> References: <41541408.3080903@subatech.in2p3.fr> <415415E0.8080404@multiplay.co.uk> <41541A39.2080503@dc.ltu.se> <41541C40.7020406@acronis.com> <41541E86.2040705@dc.ltu.se> <415420B7.80409@acronis.com> <415421B1.8000408@dc.ltu.se> Message-ID: <41542841.9030502@acronis.com> Nils-Erik Svang?rd wrote: [snip] >>> Ok, if I want to all searches to by default search the latest 2000 >>> tickets and not all 45000. Is that possible? >> >> >> strictly 2000 - no, but in RT-3.2 you can add condition >> id > XXXX, you should choose XXX according to your max id value. >> For example you current last ticket id is 233000 then you can add 'id >> > 200000' to search only in last ~33000(note ~) > > > > Ok I'll try that. > Is it possible to add somewhere so that condition is default, and users > must activly delete it when they want to search older than 33000tickets? I think no, without some hacking. RT doesn't have any interface to setup default search condition, but also this should be dinamic condition(you ticket id is always growing). I think you try to speed up searches, don't you? Or you have another reason? > /nisse > From Ruslan.Zakirov at acronis.com Fri Sep 24 10:00:14 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 24 Sep 2004 18:00:14 +0400 Subject: [rt-users] SQL query to get a ticket's requestor ? In-Reply-To: References: Message-ID: <4154286E.5010005@acronis.com> Jean-Pierre FORCIOLI wrote: > Hi, > > Does someone can give me a SQL query enabling me to get a ticket's > requestor ? Yeh. SELECT DISTINCT t1.id Ticket_id, g2.id RoleGroup_id, g2.Type Role_Type, cgm3.MemberId RoleMember_id, p4.PrincipalType, u5.Name FROM Tickets t1, Groups g2, CachedGroupMembers cgm3, Principals p4, Users u5 WHERE t1.id = 6 AND g2.Domain = 'RT::Ticket-Role' AND g2.Instance = t1.id AND cgm3.GroupId = g2.id AND p4.id = cgm3.MemberId AND p4.Disabled = 0 AND p4.PrincipalType = 'User' AND u5.id = p4.id; Will select watchers of ticket #6 Descripttion: t1.id = 6 AND limit tickets records to ticket #6 (1) g2.Domain = 'RT::Ticket-Role' AND g2.Instance = t1.id AND join groups to it and limit it to only ticket's(1) role groups(2) cgm3.GroupId = g2.id AND each group(3) has members join CGM table and found members of (3) p4.id = cgm3.MemberId AND all users and groups has principal(4) record with same id lets find all this principal records for our members(3) p4.Disabled = 0 AND principal(4) shouldn't be disabled p4.PrincipalType = 'User' AND it(4) should be user u5.id = p4.id; and finaly join user(5) info to result set. Additions: if you want particular type of watcher then add clause: g2.Type = 'Requestor' See also: http://wiki.bestpractical.com/?DBSchema SQL ANSI'92 MySQL/PostgreSQL docs Is this enough? Best regards. Ruslan. > > Regards. > From Ruslan.Zakirov at acronis.com Fri Sep 24 10:19:54 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 24 Sep 2004 18:19:54 +0400 Subject: [rt-users] RT2 database cleanup before rt2->rt3 migration In-Reply-To: References: Message-ID: <41542D0A.1080602@acronis.com> brianBOFH wrote: > RT guru's: > > I would like to clean up my RT2 instance in perparation for migration > to RT3. What is the best way to accomplish this? My biggest concern > is the Users table. We have an enormous amount of "SPAM" users and > only about 120 privileged users. There is also a large amount of dead > Tickets. Any suggestions are appreciated. sponsor BestPractical to help you migrate hire third party to acomplish one of the next tasks or do it yourself: hack on rt2-to-rt3 tool to skip dead tickets while export. Easy I think, but it's not easy to skip users(and all around it!) that has no relations with live objects. I say object cause ticket is not only one DB record but many records. also user can be owner or cc for some live ticket, but have no tickets requested at all, so you should check all relations to be sure that your DB is consistent. as far as I know there is purge-dead.pl script for RT2 that remove tickets. Nobody right now can guaranty that after using it you'll happily migrate, so you have to back up DB before using it, then after migrate you should test RT3 as much as possible. If you know how to hack on RT2 API then you can recheck code in purge-dead.pl You can migrate to RT3 first and then use RTx::Shredder. But it doesn't clean up Users table well yet. But you should put all that dead tickets into RT3 DB first. > > Thanks, > Brian [snip] Hmm, huge DB. Best regards. Ruslan. From vivek at khera.org Fri Sep 24 10:30:11 2004 From: vivek at khera.org (Vivek Khera) Date: Fri, 24 Sep 2004 10:30:11 -0400 Subject: [rt-users] RT2 database cleanup before rt2->rt3 migration In-Reply-To: <41542D0A.1080602@acronis.com> References: <41542D0A.1080602@acronis.com> Message-ID: <3DCEFB8C-0E36-11D9-965C-000A9578CFCC@khera.org> On Sep 24, 2004, at 10:19 AM, Ruslan U. Zakirov wrote: > not only one DB record but many records. also user can be owner or cc > for some live ticket, but have no tickets requested at all, so you > should check all relations to be sure that your DB is consistent. > Before I did my migration, I ensured all data was "clean" by having proper foreign keys defined for all the relations. I was then able to delete tickets marked "dead". Then, since only my 'privileged' users are allowed to own tickets or be admincc/cc on them, I did a left join on ticket owners and users list and purged any users with NULL ticket references unless they were privileged (eg, root doesn't own any tickets). Then the migration from rt2 to rt3 went along quite smoothly. Once again, I call for Jesse to put in the proper FK's in the official schema :-) 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 Fri Sep 24 10:34:15 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 24 Sep 2004 10:34:15 -0400 Subject: [rt-users] RT2 database cleanup before rt2->rt3 migration In-Reply-To: <3DCEFB8C-0E36-11D9-965C-000A9578CFCC@khera.org> References: <41542D0A.1080602@acronis.com> <3DCEFB8C-0E36-11D9-965C-000A9578CFCC@khera.org> Message-ID: <20040924143414.GL7875@pallas.eruditorum.org> > Once again, I call for Jesse to put in the proper FK's in the official > schema :-) And how do you deal with "global" things which reference the non-existent queue "0" or ACLs which reference a different table by a compound key that needs a transformation or Watcher groups which may or may not reference a specific row of another table depending on the values of multiple keys? Every time I've tried someone's suggestions for enforced FK relationships (including ones I put together myself), I've gotten bitten quite badly. Hell, I couldn't even drop the mysql database after setting up relationships, at one point. Jesse > Vivek Khera, Ph.D. > +1-301-869-4449 x806 From Ruslan.Zakirov at acronis.com Fri Sep 24 10:52:27 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 24 Sep 2004 18:52:27 +0400 Subject: [rt-users] RT2 database cleanup before rt2->rt3 migration In-Reply-To: <20040924143414.GL7875@pallas.eruditorum.org> References: <41542D0A.1080602@acronis.com> <3DCEFB8C-0E36-11D9-965C-000A9578CFCC@khera.org> <20040924143414.GL7875@pallas.eruditorum.org> Message-ID: <415434AB.7010903@acronis.com> Jesse Vincent wrote: >>Once again, I call for Jesse to put in the proper FK's in the official >>schema :-) > > References on global queue should be NULLs. It's way like FK works. Or you should create fake record with id = 0. > And how do you deal with "global" things which reference the > non-existent queue "0" or ACLs which reference a different table by a > compound key that needs a transformation or Watcher groups which may or ACLs is not fixable yet, but in good DBs it's can be controlable by triggers. > may not reference a specific row of another table depending on the > values of multiple keys? Every time I've tried someone's suggestions > for enforced FK relationships (including ones I put together myself), Also MySQL is buggy a little. It can't delete records with id/pid relationships(like in Attachments) if id == pid. So it's better to move to NULLs in parentless attachments. > I've gotten bitten quite badly. Hell, I couldn't even drop the mysql > database after setting up relationships, at one point. yes, you couldn't cause droping of table is action that break consistency :) But still RT has a lot of relations that can be set right now. > > Jesse > > > > >>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 From kerrboy at gmail.com Fri Sep 24 10:52:32 2004 From: kerrboy at gmail.com (brianBOFH) Date: Fri, 24 Sep 2004 10:52:32 -0400 Subject: [rt-users] RT2 database cleanup before rt2->rt3 migration In-Reply-To: <41542D0A.1080602@acronis.com> References: <41542D0A.1080602@acronis.com> Message-ID: Thanks for the replies. The biggest problem I have seen was obviously the export/import time of that huge number of users. rt2-to-dumpfile would croak on a 4GB machine trying to load everything into memory. I came up with the following solution to trim "unwanted" Users from my schema. mysql> rename table Users to Users_pruneme; mysql> CREATE TABLE `Users` ( -> `id` int(11) NOT NULL auto_increment, -> `Name` varchar(120) NOT NULL default '', -> `Password` varchar(40) default NULL, -> `Comments` blob, -> `Signature` blob, -> `EmailAddress` varchar(120) default NULL, -> `FreeformContactInfo` blob, -> `Organization` varchar(200) default NULL, -> `Privileged` int(11) default NULL, -> `RealName` varchar(120) default NULL, -> `Nickname` varchar(16) default NULL, -> `Lang` varchar(16) default NULL, -> `EmailEncoding` varchar(16) default NULL, -> `WebEncoding` varchar(16) default NULL, -> `ExternalContactInfoId` varchar(100) default NULL, -> `ContactInfoSystem` varchar(30) default NULL, -> `ExternalAuthId` varchar(100) default NULL, -> `AuthSystem` varchar(30) default NULL, -> `Gecos` varchar(16) default NULL, -> `HomePhone` varchar(30) default NULL, -> `WorkPhone` varchar(30) default NULL, -> `MobilePhone` varchar(30) default NULL, -> `PagerPhone` varchar(30) default NULL, -> `Address1` varchar(200) default NULL, -> `Address2` varchar(200) default NULL, -> `City` varchar(100) default NULL, -> `State` varchar(100) default NULL, -> `Zip` varchar(16) default NULL, -> `Country` varchar(50) default NULL, -> `Creator` int(11) default NULL, -> `Created` datetime default NULL, -> `LastUpdatedBy` int(11) default NULL, -> `LastUpdated` datetime default NULL, -> `Disabled` smallint(6) NOT NULL default '0', -> PRIMARY KEY (`id`), -> UNIQUE KEY `Users1` (`Name`), -> KEY `Users3` (`id`,`EmailAddress`), -> KEY `Users4` (`EmailAddress`) -> ) TYPE=MyISAM; Query OK, 0 rows affected (0.00 sec) mysql> insert into Users_pruneme (Name, EmailAddress) values ('OldTickets','oldtickets.blah.com'); Query OK, 1 row affected (0.00 sec) mysql> select id from Users_pruneme where Name = 'OldTickets'; +--------+ | id | +--------+ | 409851 | +--------+ 1 row in set (0.00 sec) mysql> update Tickets set Creator = 409851 where Created < '2004-06-01' and Status in ('resolved', 'dead'); Query OK, 42553 rows affected (2.33 sec) Rows matched: 4255 mysql> insert into Users select u.* from Users_pruneme u, Tickets t where u.id = t.Creator group by u.id; Query OK, 99006 rows affected (24.89 sec) Records: 99006 Duplicates: 0 Warnings: 03 Changed: 42553 Warnings: 0 I will try out RTx-shredder once the migration to RT3 is complete. The rt2-to-dumpfile script is now chugging away. I'll follow up with the results. -Brian On Fri, 24 Sep 2004 18:19:54 +0400, Ruslan U. Zakirov wrote: > brianBOFH wrote: > > RT guru's: > > > > I would like to clean up my RT2 instance in perparation for migration > > to RT3. What is the best way to accomplish this? My biggest concern > > is the Users table. We have an enormous amount of "SPAM" users and > > only about 120 privileged users. There is also a large amount of dead > > Tickets. Any suggestions are appreciated. > sponsor BestPractical to help you migrate > > hire third party to acomplish one of the next tasks or do it yourself: > > hack on rt2-to-rt3 tool to skip dead tickets while export. Easy I think, > but it's not easy to skip users(and all around it!) that has no > relations with live objects. I say object cause ticket is not only one > DB record but many records. also user can be owner or cc for some live > ticket, but have no tickets requested at all, so you should check all > relations to be sure that your DB is consistent. > > as far as I know there is purge-dead.pl script for RT2 that remove > tickets. Nobody right now can guaranty that after using it you'll > happily migrate, so you have to back up DB before using it, then after > migrate you should test RT3 as much as possible. > > If you know how to hack on RT2 API then you can recheck code in > purge-dead.pl > > You can migrate to RT3 first and then use RTx::Shredder. > But it doesn't clean up Users table well yet. > But you should put all that dead tickets into RT3 DB first. > > > > > Thanks, > > Brian > > [snip] > Hmm, huge DB. > > Best regards. Ruslan. > > From JChen at paymentone.com Fri Sep 24 11:05:13 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Fri, 24 Sep 2004 08:05:13 -0700 Subject: [rt-users] Autocreate ticket and include ppl on the CC list Message-ID: <6D6E09D687772640AA41F009EB85FE0505742353@CPMAL00.corpnet.p1.local> Hello all, I just want to be sure that I?m doing this correctly with RT scrip. Basically, I want RT to also reply to people on the CC list of the ticket that has been created by the requestor. Using 3.0.11 with plans to upgrade to 3.0.12 this weekend. On Create Notify Requestor and CC?s Transaction Create Global Template: Autoreply The above setting should add the people on the CC list and email them of the ticket number being generated right? -Jonathan -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From sivan.deray at net-aptitude.fr Fri Sep 24 11:15:18 2004 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Fri, 24 Sep 2004 17:15:18 +0200 Subject: [rt-users] LDAP authentication Message-ID: <4E13BD0442DACA4D9606CAD98924F09A1F4E46@srv-nap-atlas-1.net-aptitude.fr> I read many posts about LDAP, but i'm still confused on how to implement that : here is what a understood : I put in the /opt/rt3/lib/RT/ directory a User_Local.pm file containing : ******** ******** no warnings qw(redefine); # {{{ sub IsPassword # Modification Originally by Marcelo Bartsch # Update by Stewart James PrincipalObj->Disabled ) { $RT::Logger->info( "Disabled user " . $self->Name . " tried to log in" ); return (undef); } if ( ($self->__Value('Password') eq '') || ($self->__Value('Password') eq undef) ) { return(undef); } # generate an md5 password if ($self->_GeneratePassword($value) eq $self->__Value('Password')) { return(1); } # if it's a historical password we say ok. if (! $RT::LDAPExternalAuth) { if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) { return (1); } else { return (undef); } } else { if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) { return (1); } $RT::Logger->info("Using External Authentication\n"); use Net::LDAP; my $mesg; my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to LDAP'\n"), return 0; # Iseem to have problems is I try and bind with a NULL username by hand # So this now checks to see if we are really going to bind with a # username. if (defined($RT::LdapUser) && $RT::LdapUser != '') { $mesg = $ldap->bind($RT::LdapUser, password =>$RT::LdapPass ); } else { $mesg = $ldap->bind; } if ($mesg->code != LDAP_SUCCESS) { $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:", $mesg->code, "\n"); return 0; } my $filter = "(&(&(objectclass=person)(" . $RT::LdapUidAttr . "=" . $self->Name ."))$RT::LdapFilter)"; $RT::Logger->debug("GetExternalUserWithLDAP: First search filter '$filter'\n"); $mesg = $ldap->search(base => $RT::LdapBase, filter => $filter, attrs => ['dn']); if (($mesg->code != LDAP_SUCCESS) or ($mesg->code != LDAP_PARTIAL_RESULTS)) { $RT::Logger->debug("GetExternalUserWithLDAP: Could not search for $filter: ", $mesg->code, "" , ldap_error_name($mesg->code) ,"\n"); return 0; } $RT::Logger->debug("GetExternalUserWithLDAP: First search produced ", $mesg->count, " results\n"); if (! $mesg->count) { $RT::Logger->info("AUTH FAILED: " . $self->Name . "\n"); return 0; } $RT::Logger->debug("LDAP DN: " . $mesg->first_entry->dn . " " . $value . "\n"); my $mesg2 = $ldap->bind($mesg->first_entry->dn, password =>$value ); if ($mesg2->code != LDAP_SUCCESS) { $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:", $mesg2->code, "\n"); return 0; } else { $RT::Logger->info("AUTH OK: " . $self->Name . " (" .$mesg->first_entry->dn . ")\n"); return 1; } } # no password check has succeeded. get out return (undef); } # }}} 1; ********** ********** Next I put in httpd.conf : # LDAP integration AuthType Basic AuthName "Request Tracker Login" AuthLDAPURL ldap://ipadress require valid-user and in Rt_SiteConfig : Set ($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($WebExternalAuto , 1); I know i missed other things but do i have to add to meet with the needs ? i'm running a RH7.3 - apache 1 - mod_perl 1 - RT 3.0.10 thanks a lot !! -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Fri Sep 24 11:29:26 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 24 Sep 2004 10:29:26 -0500 Subject: [rt-users] MAILER-DAEMON loop? Message-ID: <1096039766.23751.8.camel@moola.futuresource.com> I've recently seen some spam with bad return addresses trigger an email loop where the autoreply gets a 'No such recipient' error back which then sends a new response to the requestor at the same address. I think RT already has some logic to detect this since I haven't seen it often, but shouldn't any message from 'MAILER-DAEMON' be a special case that doesn't send email in response? --- Les Mikesell les at futuresource.com From nisse at dc.ltu.se Fri Sep 24 11:50:42 2004 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Fri, 24 Sep 2004 17:50:42 +0200 Subject: [rt-users] Starting ticket numbering at a given number In-Reply-To: <41542841.9030502@acronis.com> References: <41541408.3080903@subatech.in2p3.fr> <415415E0.8080404@multiplay.co.uk> <41541A39.2080503@dc.ltu.se> <41541C40.7020406@acronis.com> <41541E86.2040705@dc.ltu.se> <415420B7.80409@acronis.com> <415421B1.8000408@dc.ltu.se> <41542841.9030502@acronis.com> Message-ID: <41544252.8030408@dc.ltu.se> Ruslan U. Zakirov wrote: > Nils-Erik Svang?rd wrote: > [snip] > >>>> Ok, if I want to all searches to by default search the latest 2000 >>>> tickets and not all 45000. Is that possible? >>> >>> >>> >>> strictly 2000 - no, but in RT-3.2 you can add condition >>> id > XXXX, you should choose XXX according to your max id value. >>> For example you current last ticket id is 233000 then you can add >>> 'id > 200000' to search only in last ~33000(note ~) >> >> >> >> >> Ok I'll try that. >> Is it possible to add somewhere so that condition is default, and >> users must activly delete it when they want to search older than >> 33000tickets? > > I think no, without some hacking. RT doesn't have any interface to > setup default search condition, but also this should be dinamic > condition(you ticket id is always growing). > > I think you try to speed up searches, don't you? Or you have another > reason? > >> /nisse >> Yes I'm trying to speed things up. When running specific searches mysql will eat 99% of the cpu, and stay alive for very long time, when I found the problem it had been running for 52hours! /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 cpwe at deakin.edu.au Fri Sep 24 11:12:03 2004 From: cpwe at deakin.edu.au (Christopher Peter Welsh) Date: Sat, 25 Sep 2004 01:12:03 +1000 Subject: [rt-users] Install problems Mandrake 10.0 - lots of info Message-ID: <200409241512.i8OFC39c031693@l-hestia-1.its.deakin.edu.au> From ben at atomicmatrix.net Fri Sep 24 12:06:19 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 24 Sep 2004 12:06:19 -0400 Subject: [rt-users] RT 3.0.10 -> 3.0.12 upgrade; bug introduced In-Reply-To: <414FD437.9090603@acronis.com> Message-ID: <20040924160544.2BB7D84C010@pallas.eruditorum.org> If I change SUBCLAUSE in _SQLJoin() from "ticketsql" to "" then the problem goes away. This stuff is getting into the SQL guts of RT which I'm not familiar enough with to debug in a timely fashion. This bug looks to have been introduced by the move to the "one SB subclause" ... Can someone help me fix this bug? -=| Ben From charles at datasof.com Fri Sep 24 15:54:30 2004 From: charles at datasof.com (Charles A. Monteiro) Date: Fri, 24 Sep 2004 14:54:30 -0500 Subject: [rt-users] Can't use OR in Query Builder In-Reply-To: References: Message-ID: I guess no one else has experienced this ? On Wed, 22 Sep 2004 11:42:28 -0500, Charles A. Monteiro wrote: > hi, I am not able to add an OR clause to my queries. Specifically, I > need to be able to specify a query where the tickets exist in either > QueueA or QueueB. The QueryBuilder inserts an "AND" everytime ignoring > my "OR" selection. > > Without this I cannot generate any reports. > > thanks > > -Charles > -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ From MHANLEY at cxtec.com Fri Sep 24 14:47:50 2004 From: MHANLEY at cxtec.com (Matt Hanley) Date: Fri, 24 Sep 2004 14:47:50 -0400 Subject: [rt-users] CLI / Perl way to disable users? Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A89A4C66@cxmailx.ad.cxtec.com> Can anyone tell me how to disable a user via the CLI or Perl? Thanks. -matt Matthew Hanley mhanley at cxtec.com From murphy at genome.chop.edu Fri Sep 24 16:12:50 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 24 Sep 2004 16:12:50 -0400 Subject: [rt-users] upgrading 3.0.10 -> 3.2.1: "Couldn't find schema file for Pg" Message-ID: <1C483548-0E66-11D9-9083-0003930D3626@genome.chop.edu> I'm in the middle of upgrading RT 3.0.10 to 3.2.1 on OS X using PostgreSQL 7.4.3, and I encountered an error or warning message. $ sudo /usr/local/rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/3.1.15 --dba postgres Creating database schema. Couldn't find schema file for Pg I'm assuming this is benign? Thanks, Kevin Murphy From ben at atomicmatrix.net Sun Sep 26 11:54:43 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Sun, 26 Sep 2004 11:54:43 -0400 Subject: [rt-users] RT 3.0.10 -> 3.0.12 upgrade; bug introduced In-Reply-To: <414FD437.9090603@acronis.com> Message-ID: <20040926155359.9B07484C017@pallas.eruditorum.org> A fresh install of RT 3.0.12 on FC2 with perl 5.8.3 and SB 1.11 results in the same problem: 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 < '2004-09-26 23:59:59') ) ) ); It's missing an AND up there - between the "main" clause and my "search" clause it seems. This problem doesn't show up with LimitStarts() - possibly because it's dealing with tickets instead of transactions. Can someone help me with this? Thanks, -=| Ben From jmlambert at axalto.com Sun Sep 26 12:31:41 2004 From: jmlambert at axalto.com (Jean Marc Lambert) Date: Sun, 26 Sep 2004 18:31:41 +0200 Subject: [rt-users] Re: RT-Users Digest, Vol 6, Issue 58 In-Reply-To: <20040926160003.D530D84C046@pallas.eruditorum.org> References: <20040926160003.D530D84C046@pallas.eruditorum.org> Message-ID: <6.1.2.0.2.20040926183053.03a4f538@172.27.24.2> I look for the patch that has existed on making the Custom Fields available in selfservice Can somebody send me the patch/archive for rt3. Thanks JMLambert At 12:00 26/09/2004 -0400, you wrote: >Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/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: RT 3.0.10 -> 3.0.12 upgrade; bug introduced (Ben Goodwin) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Sun, 26 Sep 2004 11:54:43 -0400 >From: "Ben Goodwin" >Subject: RE: [rt-users] RT 3.0.10 -> 3.0.12 upgrade; bug introduced >To: "'RT Users'" >Message-ID: <20040926155359.9B07484C017 at pallas.eruditorum.org> >Content-Type: text/plain; charset="us-ascii" > >A fresh install of RT 3.0.12 on FC2 with perl 5.8.3 and SB 1.11 results in >the same problem: > >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 < '2004-09-26 23:59:59') ) >) ); > >It's missing an AND up there - between the "main" clause and my "search" >clause it seems. This problem doesn't show up with LimitStarts() - possibly >because it's dealing with tickets instead of transactions. > >Can someone help me with this? Thanks, > > -=| Ben > > > > > >------------------------------ > >_______________________________________________ >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 6, Issue 58 >*************************************** Jean-Marc Lambert EMEA IT / MIS Operations Manager new email : jmlambert at axalto.com _______________________________________________________________ 50, Av Jean Jaures, BP 620-12 F92542 Montrouge cedex FRANCE _______________________________________________________________ axalto +33 1 46 00 70 69 +33 6 11 76 56 64 web : http://www.axalto.com _______________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From nward at quicksilver.co.nz Sun Sep 26 17:55:38 2004 From: nward at quicksilver.co.nz (Nathan Ward) Date: Mon, 27 Sep 2004 09:55:38 +1200 Subject: [rt-users] RHEL3 (perl 5.8.0) UTF-8 Problems.. In-Reply-To: References: <414FAE8B.7060007@insight.rr.com> <8311ADD4-0CD3-11D9-A806-000393030F62@openharbor.com> <1095885267.32374.6.camel@moola.futuresource.com> Message-ID: On 23/09/2004, at 10:27 AM, Guy B. Purcell wrote: > > On Sep 22, 2004, at 13:34, Les Mikesell wrote: > >> On Wed, 2004-09-22 at 15:10, Guy B. Purcell wrote: >>>>> I didn't look at your debugging output but Perl 5.8.0 is buggy for >>>>> RT. You need at least 5.8.3. >>>> >>>> In that case then, does anyone have any tips on deploying a second >>>> perl/(mod_perl|fastcgi) installation, which doesn't walk all over >>>> the >>>> one provided by distribution_x? >>> >>> Actually, Nathan, you'll need to log onto RHN and have a look at what >>> RH has patched their Perl with. >> >> It's probably easier to do a tarball install of perl somewhere >> under /usr/local (probably the default) and use it with fastcgi. > > Could very well be, but then why bother using RHEL in the first place, > if you're going to go around stuff they supply? My point was that > Nathan may not even need a "newer" Perl because RH may have fixed the > relevant bugs in their idea of 5.8.0. My preference is still to avoid > RHEL for RT because it's a pain either to deal with the strict version > requirements for all the various mods, or to work around them. Yes, it appears that the relevant bugs have been fixed, and RT is now running perfectly (AFACT) with the RHEL supplied Perl. FWIW, we run RHEL3 exclusively, so supporting a second OS is something I'd like to avoid if possible. Not that it matters anymore. :-) -- Nathan Ward From daves at wavesco.com Sun Sep 26 18:58:19 2004 From: daves at wavesco.com (David J. Schnardthorst) Date: Sun, 26 Sep 2004 17:58:19 -0500 Subject: [rt-users] Configuring a workflow action Message-ID: <002301c4a41c$50eceb00$0804a8c0@wc7cljf21> I am running Request Tracker 3.0.10 and I am attempting to configure an action that will run on every queue, but a queue called "Accounting." This action should On Resolve open a ticket in the accounting queue to invoice for the time on the ticket. The problem is, when the ticket for invoicing is resolved by the Accounting team a new ticket is still opened. I would further like to have the ticket only created if the custom field "Billable" is set to Yes. In the Scrip I have the following: ============================== Description: Open invoicing request in accounting queue Condition: On Resolve Action: Create Tickets Custom action preparation code: my $ticket = $self->TicketObj; my $QueueName = $TicketObj->QueueObj->Name; if ($QueueName ne 'Accounting') { return(1); } else { return(undef); } Stage: TransactionCreate Template: GlobalTemplate: Create invoice ticket on resolve ============================== In the template I have the following: ============================== ===Create-Ticket: Invoice Subject: Ticket to be invoiced {$Tickets{'TOP'}->Subject} Queue: Accounting RefersTo: TOP Content: This ticket has been closed. Please invoice as outlined below. Billable: {$Ticket->FirstCustomFieldValue('Billable');} Service Type: {$Ticket->FirstCustomFieldValue('ServiceType');} Time Worked: {$Ticket->TimeWorked} minutes Description: {$Tickets{'TOP'}->Subject} Ticket id} > ENDOFCONTENT ============================== Any help would be greatly appreciated in resolving this problem. David J. Schnardthorst Waves Corporation Phone: 314.974.0932 / Fax: 636.410-0630 Email: daves at wavesco.com http://www.wavesco.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From JChen at paymentone.com Sun Sep 26 20:39:49 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 26 Sep 2004 17:39:49 -0700 Subject: [rt-users] Should I be worried after upgrade from 3.0.11 to .12 Message-ID: <6D6E09D687772640AA41F009EB85FE0505742360@CPMAL00.corpnet.p1.local> I got bit too much problems? I?ve upgraded RT and did some settings change? Here is my system config? -Redhat 9 -MySQL 4.0.21 -FastCGI -RT 3.0.12 Problem #1 - I should have saved the raw log when the error showed up. But anyways, I created a ticket via web and when submitting it. RT spitted out an error and now there is no ticket #792 but when I refreshed, it created ticket #793?.here is what is logged in rt.log ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- [Mon Sep 27 00:14:06 2004] [debug]: RT::Date used date::parse to make 2004-10-12 00:07:04 1097564824 (/opt/rt3/lib/RT/Date.pm:189) [Mon Sep 27 00:14:07 2004] [crit]: Transaction not committed. Usually indicates a software fault. Data loss may have occurred (/opt/rt3/bin/mason_handler.fcgi:63) [Mon Sep 27 00:14:56 2004] [debug]: RT::Date used date::parse to make 2004-10-12 00:07:04 1097564824 (/opt/rt3/lib/RT/Date.pm:189) ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Data loss has occurred because I can not find any trace of Ticket #792 but 793 replaced 792 after refresh. Because the above error, I am worried about db corruption or the same problem happening again. Problem #2 - I?ve made this change in RT_SiteConfig Set($ParseNewMessageForTicketCcs , true); Its doing its job of adding the CC person on the ticket and also reply to the CC person of the ticket is being created. For some reason its NOT replying to the requestor of the new ticket being created. Is it because the requestor is a privileged user that its not responding back and to make it respond back I need to turn on NotifyActor? -------------------------------------------------------- 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. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From JChen at paymentone.com Sun Sep 26 21:37:02 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 26 Sep 2004 18:37:02 -0700 Subject: [rt-users] Should I be worried after upgrade from 3.0.11 to .12 Message-ID: <6D6E09D687772640AA41F009EB85FE0505742361@CPMAL00.corpnet.p1.local> Ok... I am able to recreate the problem and hopefully its something that can be resolved. For now, I'm going to upgrade Storable and see if that will resolve my issue or not. --------------------------- error:? Insecure dependency in require while running with -T switch at /usr/lib/perl5/site_perl/5.8.3/Apache/Session/Serialize/Storable.pm line 21 context:? ...? 187:? # whether they should generate a full stack trace (confess() and cluck()) 188:? # or simply report the caller's package (croak() and carp()), respectively. 189:? # confess() and croak() die, carp() and cluck() warn. 190:? 191:? sub croak { die shortmess @_ } 192:? sub confess { die longmess @_ } 193:? sub carp { warn shortmess @_ } 194:? sub cluck { warn longmess @_ } 195:? ...? code stack:? /usr/lib/perl5/5.8.3/Carp.pm:191 /usr/lib/perl5/5.8.3/AutoLoader.pm:112 /usr/lib/perl5/site_perl/5.8.3/Apache/Session/Serialize/Storable.pm:21 /usr/lib/perl5/site_perl/5.8.3/Apache/Session.pm:522 /usr/lib/perl5/site_perl/5.8.3/Apache/Session.pm:477 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:1078 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan Chen Sent: Sunday, September 26, 2004 5:40 PM To: Rt-Users Subject: [rt-users] Should I be worried after upgrade from 3.0.11 to .12 Importance: High I got bit too much problems? I?ve upgraded RT and did some settings change? ? Here is my system config? -Redhat 9 -MySQL 4.0.21 -FastCGI -RT 3.0.12 ? Problem #1 - I should have saved the raw log when the error showed up. But anyways, I created a ticket via web and when submitting it. RT spitted out an error and now there is no ticket #792 but when I refreshed, it created ticket #793?.here is what is logged in rt.log ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- [Mon Sep 27 00:14:06 2004] [debug]: RT::Date used date::parse to make 2004-10-12 00:07:04 1097564824 (/opt/rt3/lib/RT/Date.pm:189) [Mon Sep 27 00:14:07 2004] [crit]: Transaction not committed. Usually indicates a software fault. Data loss may have occurred (/opt/rt3/bin/mason_handler.fcgi:63) [Mon Sep 27 00:14:56 2004] [debug]: RT::Date used date::parse to make 2004-10-12 00:07:04 1097564824 (/opt/rt3/lib/RT/Date.pm:189) ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ? Data loss has occurred because I can not find any trace of Ticket #792 but 793 replaced 792 after refresh. Because the above error, I am worried about db corruption or the same problem happening again. ? Problem #2 - I?ve made this change in RT_SiteConfig ? Set($ParseNewMessageForTicketCcs , true); ? Its doing its job of adding the CC person on the ticket and also reply to the CC person of the ticket is being created. For some reason its NOT replying to the requestor of the new ticket being created. Is it because the requestor is a privileged user that its not responding back and to make it respond back I need to turn on NotifyActor? ? ? 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 JChen at paymentone.com Sun Sep 26 23:06:38 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 26 Sep 2004 20:06:38 -0700 Subject: [rt-users] Should I be worried after upgrade from 3.0.11 to .12 Message-ID: <6D6E09D687772640AA41F009EB85FE0505742366@CPMAL00.corpnet.p1.local> For the moment, please disregard my problem. 1) Probably caused by directory permission. 2) Set ?On create to Notify Requestors and CC?s? caused the autoreply with autoreply template not to be sent to me. Resolved it by setting the configuration to normal and then creating another scrip to Notify CC upon creation of the ticket. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan Chen Sent: Sunday, September 26, 2004 5:40 PM To: Rt-Users Subject: [rt-users] Should I be worried after upgrade from 3.0.11 to .12 Importance: High I got bit too much problems? I?ve upgraded RT and did some settings change? Here is my system config? -Redhat 9 -MySQL 4.0.21 -FastCGI -RT 3.0.12 Problem #1 - I should have saved the raw log when the error showed up. But anyways, I created a ticket via web and when submitting it. RT spitted out an error and now there is no ticket #792 but when I refreshed, it created ticket #793?.here is what is logged in rt.log ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- [Mon Sep 27 00:14:06 2004] [debug]: RT::Date used date::parse to make 2004-10-12 00:07:04 1097564824 (/opt/rt3/lib/RT/Date.pm:189) [Mon Sep 27 00:14:07 2004] [crit]: Transaction not committed. Usually indicates a software fault. Data loss may have occurred (/opt/rt3/bin/mason_handler.fcgi:63) [Mon Sep 27 00:14:56 2004] [debug]: RT::Date used date::parse to make 2004-10-12 00:07:04 1097564824 (/opt/rt3/lib/RT/Date.pm:189) ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Data loss has occurred because I can not find any trace of Ticket #792 but 793 replaced 792 after refresh. Because the above error, I am worried about db corruption or the same problem happening again. Problem #2 - I?ve made this change in RT_SiteConfig Set($ParseNewMessageForTicketCcs , true); Its doing its job of adding the CC person on the ticket and also reply to the CC person of the ticket is being created. For some reason its NOT replying to the requestor of the new ticket being created. Is it because the requestor is a privileged user that its not responding back and to make it respond back I need to turn on NotifyActor? ________________________________ 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. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at longhill.brighton-hove.sch.uk Mon Sep 27 05:07:35 2004 From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington) Date: Mon, 27 Sep 2004 10:07:35 +0100 Subject: [rt-users] Reply to Requestors Message-ID: Hi We've got a 3.2.1 system running well but when we merge two or more tickets relating to the same issue, clicking on Reply or Resolve only seems to send email to the last requestor alphabetically in the list, rather than all requestors as we had imagined. Is this the intended behaviour or do I have a scrip problem? Cheers Alex -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From howard.jones at network-i.net Mon Sep 27 05:40:34 2004 From: howard.jones at network-i.net (Howard Jones) Date: Mon, 27 Sep 2004 10:40:34 +0100 Subject: [rt-users] How to use the filtering features of rt-mailgate... Message-ID: <0ae301c4a476$09c10f40$0a01010a@slough.local> Does anyone use the @RT:MailPlugins features of rt-mailgate? I'd like to use Filter::SpamAssassin on *some* of our queues (not the abuse@ queue, mainly) - is this even a possibility? I'm using RT 3.0.10, currently. Thanks in advance for any pointers, Best Regards, Howard -------------- next part -------------- An HTML attachment was scrubbed... URL: From jalgermissen at topicmapping.com Mon Sep 27 08:49:03 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Mon, 27 Sep 2004 14:49:03 +0200 Subject: [rt-users] Any issues in upgrading from 3.0.10 to 3.2.1? Message-ID: <41580C3F.6000503@topicmapping.com> Dear all, I am about to upgrade RT in a heavy production environment and I cannot afford to run into upgrade problems once the downtime of the system started, propably have only about two hours or so. Are there any serious obstacles ahead that anyone knows about? Thanks a lot in advance. System: Linux Suse 9.1 MySQL 4.0.18 Apache1 and mod_perl already upgraded Perl to 5.8.3 and recompiled mod_perl Jan From ah08010-rtusers at yahoo.com Mon Sep 27 09:17:01 2004 From: ah08010-rtusers at yahoo.com (Austin Hastings) Date: Mon, 27 Sep 2004 06:17:01 -0700 (PDT) Subject: [rt-users] Newbie Q: Disappearing Queues after server restart: how do I start debugging? Message-ID: <20040927131701.36221.qmail@web12308.mail.yahoo.com> Howdy, I've installed RT on a RH9 Linux box. After restarting apache (with modperl2) I get a valid-seeming screen with no Queues. The "General" queue, which appeared when I first started the application, is no longer available. Looking in mysql, the Queues table still contains the "General" record, so I presume there's some perl misconfiguration or another screwing things up. I'd like to request: 1- A copy of someone's (sanitized) RT_SiteConfig.pm file, to check my own against. 2- Any pointers for how to start debugging this application. I understand that it's mason, etc., so there's no main. Great. How should I start tracing this defect? aTdHvAaNnKcSe =Austin From cpwe at deakin.edu.au Mon Sep 27 10:04:21 2004 From: cpwe at deakin.edu.au (Chris Welsh) Date: Tue, 28 Sep 2004 00:04:21 +1000 Subject: [rt-users] Problems installing RT on Mandrake 10. Message-ID: <41581DE5.10407@deakin.edu.au> Sorry but I think I may have sent this message earlier from my other email address. This address was not subscribed to this list and I got automatically notified of the fact. So I'm trying again. sigh.... I'm stuck installing rt-3.2.1, Can some one lend me some advice.I'm hoping you can see where I have gone wrong. I'm thinking it is at the Apache2 config side of this. I am running fastcgi, oh and I think I needed to run suidperl because I sort of remember reading somewhere that I had to if I was running apache2-suexec. So I'm running that too. I'm confofused and tired, so forgive me if I sound dumb. Here is my system info: Fresh install of RT-3.2.1 Linux testme.staff 2.6.3-15mdk #1 Fri Jul 2 22:09:29 MDT 2004 i686 unknown unknown GNU/Linux Configure parameters. ---------------------------- ./configure --with-web-user=apache --with-web-group=apache --with-rt-group=apache --with-rt-user=apache MySQL server version: 4.0.18 I had created the DB with the make commands in the readme. I have added a lot of the perl modules below via CPAN. Make testdeps ------------------- [root at testme rt-3.2.1]# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found users: rt group (apache)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS ...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.01...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found HTML::Scrubber 0.08...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Tree::Simple 1.04...found Scalar::Util ...found Module::Versions::Report ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found Apache::Test ...found HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found Installed Apache rpms and modules -------------------------------------------- apache2-common-2.0.48-5mdk apache2-mod_disk_cache-2.0.48-5mdk apache2-mod_cache-2.0.48-5mdk apache2-mod_suexec-2.0.48-1mdk apache2-source-2.0.48-6mdk apache2-modules-2.0.48-5mdk apache2-mod_proxy-2.0.48-5mdk apache2-mod_php-2.0.48_4.3.4-1mdk apache2-mod_ssl-2.0.48-5mdk apache-devel-1.3.29-1mdk apache2-manual-2.0.48-5mdk apache-conf-2.0.48-1mdk apache2-2.0.48-5mdk apache2-mod_perl-2.0.48_1.99_11-3mdk modutils-2.4.26-3mdk module-init-tools-3.0-0.pre9.2mdk apache2-mod_disk_cache-2.0.48-5mdk apache2-mod_cache-2.0.48-5mdk apache2-mod_suexec-2.0.48-1mdk apache2-modules-2.0.48-5mdk apache2-mod_proxy-2.0.48-5mdk apache2-mod_php-2.0.48_4.3.4-1mdk apache2-mod_ssl-2.0.48-5mdk usermode-consoleonly-1.63-9mdk usermode-1.63-9mdk ghostscript-module-X-7.07-12mdk apache2-mod_perl-2.0.48_1.99_11-3mdk FASTCGI -------------- I have compiled and installed mod_fastcgi for apache-2. And modified the apache configs. Mandrake splits the apache2 config up into a number of seperate files. The relevent files are httpd2.conf, commonHttpd.conf, Vhosts.conf Here are the conf settings commonhttpd.conf ----------------------- # Web root cgi stuff - not sure what I am doing here. AllowOverride All Options ExecCGI Order allow,deny Allow from all # Where the RT stuff was installed via make. AllowOverride All Options ExecCGI Order allow,deny Allow from all Do I have to split the mason_handler.fcgi* out and put it into /var/www/rt and then enable Apache to run cgi stuff from there? And then do I have to enable Apache to run cgi stuff from /opt/rt3/bin? FastcgiIpcDir "/tmp" FastCgiWrapper /usr/sbin/apache2-suexec FastCgiServer /var/www/rt/mason_handler.fcgi -idle-timeout 120 -user apache -group apache -processes 4 Httpd2.conf files --------------------- I added the mod_fastcgi file at the bottom of all these modules. LoadModule access_module modules/mod_access.so LoadModule auth_module modules/mod_auth.so LoadModule auth_anon_module modules/mod_auth_anon.so ##LoadModule auth_dbm_module modules/mod_auth_dbm.so LoadModule auth_digest_module modules/mod_auth_digest.so ##LoadModule charset_lite_module modules/mod_charset_lite.so ##LoadModule case_filter_module modules/mod_case_filter.so ##LoadModule case_filter_in_module modules/mod_case_filter_in.so ##LoadModule ext_filter_module modules/mod_ext_filter.so LoadModule include_module modules/mod_include.so LoadModule log_config_module modules/mod_log_config.so LoadModule logio_module modules/mod_logio.so LoadModule env_module modules/mod_env.so ##LoadModule mime_magic_module modules/mod_mime_magic.so ##LoadModule cern_meta_module modules/mod_cern_meta.so LoadModule expires_module modules/mod_expires.so LoadModule headers_module modules/mod_headers.so LoadModule usertrack_module modules/mod_usertrack.so ##LoadModule unique_id_module modules/mod_unique_id.so LoadModule setenvif_module modules/mod_setenvif.so LoadModule mime_module modules/mod_mime.so LoadModule status_module modules/mod_status.so LoadModule autoindex_module modules/mod_autoindex.so LoadModule asis_module modules/mod_asis.so LoadModule info_module modules/mod_info.so LoadModule cgi_module modules/mod_cgi.so ##LoadModule cgid_module modules/mod_cgid.so LoadModule vhost_alias_module modules/mod_vhost_alias.so LoadModule negotiation_module modules/mod_negotiation.so LoadModule dir_module modules/mod_dir.so LoadModule imap_module modules/mod_imap.so LoadModule actions_module modules/mod_actions.so ##LoadModule speling_module modules/mod_speling.so LoadModule userdir_module modules/mod_userdir.so LoadModule alias_module modules/mod_alias.so LoadModule rewrite_module modules/mod_rewrite.so #LoadModule fastcgi_module lib/apache2/mod_fastcgi.so LoadModule fastcgi_module modules/mod_fastcgi.so Vhosts.conf --------------- DocumentRoot /var/www/rt/share/html ###DocumentRoot /var/www/rt ServerName helpdesk.staff AddHandler fastcgi-script fcgi ScriptAlias / /var/www/rt/mason_handler.fcgi AddDefaultCharset UTF-8 SetHandler fastcgi-script I created a group called "rt" and added the apache user to it. The web server runs as the user apache. All the files are owned by apache in the web root, I think I even changed the /opt/rt3 files to be owned by apache to see if that would help. Below are the /var/log/httpd/error.log and access.log files. Access Log. ---------------- 10.0.2.239 - - [27/Sep/2004:15:29:06 +1000] "GET /~sjcsms HTTP/1.1" 403 408 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:29:10 +1000] "GET / HTTP/1.1" 403 401 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:29:41 +1000] "GET /index.html HTTP/1.1" 403 411 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:31:32 +1000] "GET /index.html HTTP/1.1" 403 411 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:31:36 +1000] "GET / HTTP/1.1" 403 401 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:31:44 +1000] "GET / HTTP/1.1" 403 401 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:31:47 +1000] "GET / HTTP/1.1" 403 401 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:37:43 +1000] "GET / HTTP/1.1" 500 740 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:38:37 +1000] "GET / HTTP/1.1" 500 740 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:40:38 +1000] "GET /index.html HTTP/1.1" 500 740 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:43:15 +1000] "GET /index.html HTTP/1.1" 500 740 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:45:10 +1000] "GET /index.html HTTP/1.1" 500 740 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:54:02 +1000] "GET / HTTP/1.1" 500 740 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:54:43 +1000] "GET /mason_handler.fcgi HTTP/1.1" 404 415 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:54:51 +1000] "GET /mason_handler.fcgi/ HTTP/1.1" 404 416 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:57:07 +1000] "GET /mason_handler.fcgi/ HTTP/1.1" 500 740 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:57:46 +1000] "GET / HTTP/1.1" 500 740 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:59:13 +1000] "GET / HTTP/1.1" 500 746 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:15:59:43 +1000] "GET /share/html/index.html HTTP/1.1" 500 746 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:16:10:58 +1000] "GET / HTTP/1.1" 500 746 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:16:14:05 +1000] "GET / HTTP/1.1" 500 746 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:16:18:00 +1000] "GET /index.html HTTP/1.1" 404 413 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:16:18:11 +1000] "GET /rt/index.html HTTP/1.1" 404 416 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" 10.0.2.239 - - [27/Sep/2004:16:21:22 +1000] "GET / HTTP/1.1" 500 746 "-" "Mozilla/5.0 (compatible; Konqueror/3.2; Linux) (KHTML, like Gecko)" Error.log ------------ [Mon Sep 27 16:26:33 2004] [notice] Apache-AdvancedExtranetServer/2.0.48 (Mandrake Linux/5mdk) mod_perl/1.99_11 Perl/v5.8.3 mod_fastcgi/2.4.2 mod_ssl/2.0.48 OpenSSL/0.9.7 c PHP/4.3.4 configured -- resuming normal operations [Mon Sep 27 16:26:34 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 13, gid 101) started (pid 18971) [Mon Sep 27 16:26:34 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 18971) terminated by calling exit with status '107' [Mon Sep 27 16:26:35 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 13, gid 101) started (pid 18972) [Mon Sep 27 16:26:35 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 18972) terminated by calling exit with status '107' [Mon Sep 27 16:26:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 13, gid 101) started (pid 18973) [Mon Sep 27 16:26:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 18973) terminated by calling exit with status '107' [Mon Sep 27 16:26:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:26:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:26:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:26:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:26:40 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:26:40 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:26:40 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:26:40 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:31:40 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:31:40 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:31:40 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:31:40 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:36:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:36:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (uid 13, gid 101) restarted (pid 19149) [Mon Sep 27 16:36:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 19149) terminated by calling exit with status '107' [Mon Sep 27 16:36:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:36:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:36:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:36:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:41:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Mon Sep 27 16:41:36 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds I'm a little confused as for where the user apache goes and twhether the user "rt-user" in the site config it the rt user in the database, etc. So I could have stuffed that part of the config up too. I hope you can help. My boss wants this quote "Fully installed and configured by the end of the week". Got to love e'm hey? Chris -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RT_SiteConfig.txt URL: From bobg at uic.edu Mon Sep 27 10:03:12 2004 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 27 Sep 2004 09:03:12 -0500 Subject: [rt-users] How to use the filtering features of rt-mailgate... In-Reply-To: Your message of "Mon, 27 Sep 2004 10:40:34 BST." <0ae301c4a476$09c10f40$0a01010a@slough.local> Message-ID: <200409271403.i8RE3Duc015511@shark.cc.uic.edu> > >Does anyone use the @RT:MailPlugins features of rt-mailgate? I'd like to = >use Filter::SpamAssassin on *some* of our queues (not the abuse@ queue, = >mainly) - is this even a possibility? I'm using RT 3.0.10, currently. > >Thanks in advance for any pointers, > I had a similar need. I run multiple instances of RT, and I wanted potentially different mail filtering rules based on both the instance and queue. So in the script that invokes rt-mailgate, I make a call to procmail. The procmailrc then uses INCLUDE to load an instance-specific file (if exists) and a queue-specific file (if exists). If the incoming note makes its way through this thicket, it then gets piped into rt-mailgate. The original procmailrc is the same for all addresses, we just pass the instance and queue names on the environment, from the procmail command. bobg From C.A.Vincent at newcastle.ac.uk Mon Sep 27 10:44:58 2004 From: C.A.Vincent at newcastle.ac.uk (Carl Vincent) Date: Mon, 27 Sep 2004 15:44:58 +0100 Subject: [rt-users] Apache Auth exceptions Message-ID: <37E80E80B681A24B8F768D607373CA80014BAF4E@largo.campus.ncl.ac.uk> Hi, We've got a pubcookie (www.pubcookie.org) system running here, which allows us to do authentication against campus wide windows Active Directory accounts. Using the simple "Defer to apache auth" option, this works brilliantly with RT with hardly any effort for "normal" users. However, I like having a separate "superuser" account to do my setup on RT, but if I can't add my own accounts to this central service (we're a project as part of a large university). If I use credentials which aren't accepted by pubcookie, apache auth fails and I get a 401 Unauthorized, and don't get as far as RTs own login. Is there any way I can set things up to get around this? Cheers Carl -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems, Software, Webmaster 0191 222 5003 (voice) NETSKILLS - Quality Internet Training 0191 222 5001 (fax) From keith at midnighthax.com Mon Sep 27 11:09:50 2004 From: keith at midnighthax.com (Keith Edmunds) Date: Mon, 27 Sep 2004 16:09:50 +0100 Subject: [rt-users] Problems installing RT on Mandrake 10. In-Reply-To: <41581DE5.10407@deakin.edu.au> References: <41581DE5.10407@deakin.edu.au> Message-ID: <20040927160950.7fb1d066@zaphod> On Tue, 28 Sep 2004 00:04:21 +1000 Chris Welsh wrote: > I'm stuck installing rt-3.2.1, Can some one lend me some advice.I'm > hoping you can see where I have gone wrong. I'm thinking it is at the > Apache2 config side of this. I am running fastcgi, oh and I think I > needed to run suidperl because I sort of remember reading somewhere > that I had to if I was running apache2-suexec. So I'm running that too. Chris, please don't take this the wrong way, but you've posted a huge long note with configurations and error logs etc, but you don't say up front WHAT the problem is you are having. Make it easy for people to help you! - what are you trying to do - what problem do you have - what have you tried to fix it - supporting data (config, error logs, etc) Maybe that was all in your original post, but it's too long to plough through looking for your errors to see if it is something I can help with. Keith From jesse at bestpractical.com Mon Sep 27 11:44:09 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Sep 2004 11:44:09 -0400 Subject: [rt-users] Reply to Requestors In-Reply-To: References: Message-ID: <12372D0B-109C-11D9-8EF6-000A95AE249E@bestpractical.com> On Sep 27, 2004, at 5:07 AM, Alexander Harrington wrote: > Hi > > We've got a 3.2.1 system running well but when we merge two or more > tickets relating to the same issue, clicking on Reply or Resolve only > seems to send email to the last requestor alphabetically in the list, > rather than all requestors as we had imagined. > > Is this the intended behaviour or do I have a scrip problem? That's not the intended or expected behaviour. What does the outgoing mail RT recorded look like? > Cheers > > Alex > > -- > Alex Harrington - IT Support, Longhill High School > > t: 01273 304086 | e: alex at longhill.org.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 jpowell at gccwired.com Mon Sep 27 11:52:14 2004 From: jpowell at gccwired.com (Jason Powell) Date: Mon, 27 Sep 2004 10:52:14 -0500 Subject: [rt-users] SATA raid card for FreeBSD box? Message-ID: <31B5C58511AE2047B622A1C9E02BDA0725BBA0@email.gcc.local> 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 From Adena at RUS.Uni-Stuttgart.DE Mon Sep 27 11:57:59 2004 From: Adena at RUS.Uni-Stuttgart.DE (Lorenz Adena) Date: Mon, 27 Sep 2004 17:57:59 +0200 Subject: [rt-users] Encoding Problem Message-ID: <20040927175759.18145@infola.rus.uni-stuttgart.de> Hi, i have a Problem with my RT Installation... Environment: - RT 3.0.11 - perl 5.8.4 - mysql 4.0.20 - apache 2.0.50 (via cgi, not fast_cgi) I'v configured RT to use UTF-8 Encoding and configured apache accordingly. Nontheless the created html-code is NOT UTF-8 but ISO-8859-1. Any Ideas where to look for solution? Regards -- Lorenz Adena Information & Medien Rechenzentrum Universit?t Stuttgart Tel: (++49-711) 685-5993 Allmandring 30 Fax: (++49-711) 68702041 70550 Stuttgart *** Medida Prix: Uni Stuttgart nominiert *** From othomas at MIT.EDU Mon Sep 27 14:24:48 2004 From: othomas at MIT.EDU (Oliver Thomas) Date: Mon, 27 Sep 2004 14:24:48 -0400 Subject: [rt-users] RT config problem: (index.html not auto-loaded, '405 Method Not Allowed' error for rt-mailgate) Message-ID: <83E9FBC4-10B2-11D9-8B6A-000A95AF06BA@mit.edu> I am running into two configuration problems that I'm hoping someone else may have seen before. I did a search through the archives but didn't find anything that solved it or seemed to directly apply. Setup: - RedHat Enterprise (kernel version 2.4.21-15.0.4.EL) - The machine is running Athena, but it's basically a RH Enterprise box - RT 3.3.6 - apache-ssl 1.3.31 with mod_perl 1.29 I was able to build and install everything just fine, and the web interface mostly works. I am seeing the following two problems: 1. Going to a URL terminated by a /, i.e. http://hostname/ or http://hostname/SelfService/ results in a Mason error: error:?Component path given to Interp->load must be absolute (was given index.html) Explicitly appending index.html to the URL (i.e. http://hostname/index.html) works fine. This must be an apache config problem, but I can't figure out what it is. The same config file on a Solaris box seems to work fine both ways, and if I don't run RT but instead just point it at a document root, the index.html page in that directory pulls up even if not explicitly specified. 2. rt-mailgate generates the error: An Error Occurred ================= 405 Method Not Allowed I suspect the two may be related, but I didn't find any obvious fix. If anyone has run across this before, or knows enough about apache to tell me what would cause the behavior in (1), I'd greatly appreciate it! Thanks, Oliver From jparsons-lists at saffron.net Mon Sep 27 14:34:23 2004 From: jparsons-lists at saffron.net (Jason Parsons) Date: Mon, 27 Sep 2004 14:34:23 -0400 Subject: [rt-users] RT config problem: (index.html not auto-loaded, '405 Method Not Allowed' error for rt-mailgate) In-Reply-To: <83E9FBC4-10B2-11D9-8B6A-000A95AF06BA@mit.edu> References: <83E9FBC4-10B2-11D9-8B6A-000A95AF06BA@mit.edu> Message-ID: > - RT 3.3.6 > - apache-ssl 1.3.31 with mod_perl 1.29 > > 1. Going to a URL terminated by a /, i.e. http://hostname/ or > http://hostname/SelfService/ results in a Mason error: > > error:?Component path given to Interp->load must be absolute (was > given index.html) This is fixed in 3.3.7. - Jason Parsons From brownmh at senexco.com Mon Sep 27 14:34:58 2004 From: brownmh at senexco.com (Michael H. Brown) Date: Mon, 27 Sep 2004 13:34:58 -0500 Subject: [rt-users] RT config problem: (index.html not auto-loaded, '405 Method Not Allowed' error for rt-mailgate) Message-ID: <78C2D3EE0645BE48BBF399454EA463640145C393@mail.senexco.com> What happens when you go to http://localhost:8284? You need to specify the port in the browser because RT is installed on 8284 by default. Browsers normally look to 80 or 8080 for http traffic. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 brownmh at senexco.com http://www.senexco.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Oliver Thomas Sent: Monday, September 27, 2004 1:25 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT config problem: (index.html not auto-loaded,'405 Method Not Allowed' error for rt-mailgate) I am running into two configuration problems that I'm hoping someone else may have seen before. I did a search through the archives but didn't find anything that solved it or seemed to directly apply. Setup: - RedHat Enterprise (kernel version 2.4.21-15.0.4.EL) - The machine is running Athena, but it's basically a RH Enterprise box - RT 3.3.6 - apache-ssl 1.3.31 with mod_perl 1.29 I was able to build and install everything just fine, and the web interface mostly works. I am seeing the following two problems: 1. Going to a URL terminated by a /, i.e. http://hostname/ or http://hostname/SelfService/ results in a Mason error: error:?Component path given to Interp->load must be absolute (was given index.html) Explicitly appending index.html to the URL (i.e. http://hostname/index.html) works fine. This must be an apache config problem, but I can't figure out what it is. The same config file on a Solaris box seems to work fine both ways, and if I don't run RT but instead just point it at a document root, the index.html page in that directory pulls up even if not explicitly specified. 2. rt-mailgate generates the error: An Error Occurred ================= 405 Method Not Allowed I suspect the two may be related, but I didn't find any obvious fix. If anyone has run across this before, or knows enough about apache to tell me what would cause the behavior in (1), I'd greatly appreciate it! Thanks, Oliver _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ---------------------------------------------------------------------------------------- The Senex Services Corp. email system added the following official information to this message. ---------------------------------------------------------------------------------------- NOTICE OF CONFIDENTIALITY ---------------------------------------------------------------------------------------- The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. ======================================================================================== From jesse at bestpractical.com Mon Sep 27 14:34:58 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Sep 2004 14:34:58 -0400 Subject: [rt-users] RT config problem: (index.html not auto-loaded, '405 Method Not Allowed' error for rt-mailgate) In-Reply-To: <83E9FBC4-10B2-11D9-8B6A-000A95AF06BA@mit.edu> References: <83E9FBC4-10B2-11D9-8B6A-000A95AF06BA@mit.edu> Message-ID: It may well be worth going up to 3.3.7. (Which is out, but unannounced), as that fixes an issue with modperl1. Jesse From jesse at bestpractical.com Mon Sep 27 14:38:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Sep 2004 14:38:22 -0400 Subject: [rt-users] RT config problem: (index.html not auto-loaded, '405 Method Not Allowed' error for rt-mailgate) In-Reply-To: <78C2D3EE0645BE48BBF399454EA463640145C393@mail.senexco.com> References: <78C2D3EE0645BE48BBF399454EA463640145C393@mail.senexco.com> Message-ID: <68DF5B46-10B4-11D9-8EF6-000A95AE249E@bestpractical.com> On Sep 27, 2004, at 2:34 PM, Michael H. Brown wrote: > What happens when you go to http://localhost:8284? You need to > specify the port in the browser because RT is installed on 8284 by > default. Browsers normally look to 80 or 8080 for http traffic. > That's just the auto-installing windows port, not regular RT. j > Thanks, > mhb From othomas at MIT.EDU Mon Sep 27 14:46:45 2004 From: othomas at MIT.EDU (Oliver Thomas) Date: Mon, 27 Sep 2004 14:46:45 -0400 Subject: [rt-users] RT config problem: (index.html not auto-loaded, '405 Method Not Allowed' error for rt-mailgate) In-Reply-To: References: <83E9FBC4-10B2-11D9-8B6A-000A95AF06BA@mit.edu> Message-ID: <9507CE7E-10B5-11D9-8B6A-000A95AF06BA@mit.edu> Upgrading to 3.3.7 fixed both of my problems in one swell foop. Thanks to all for the speedy responses! Oliver On Sep 27, 2004, at 2:34 PM, Jason Parsons wrote: > >> - RT 3.3.6 >> - apache-ssl 1.3.31 with mod_perl 1.29 >> >> 1. Going to a URL terminated by a /, i.e. http://hostname/ or >> http://hostname/SelfService/ results in a Mason error: >> >> error:?Component path given to Interp->load must be absolute (was >> given index.html) > > This is fixed in 3.3.7. > > - Jason Parsons > From paul_grondahl at yahoo.com Mon Sep 27 14:48:11 2004 From: paul_grondahl at yahoo.com (paul_grondahl at yahoo.com) Date: Mon, 27 Sep 2004 11:48:11 -0700 Subject: [rt-users] spell check integration Message-ID: <016501c4a4c2$89e4f230$1f01a8c0@hq.radiofreevirgin.com> hello, has anyone tried integrating rt with a spell checker? perhaps aspell or ispell? thanks, paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Mon Sep 27 15:27:30 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 27 Sep 2004 15:27:30 -0400 Subject: [rt-users] Apache Auth exceptions In-Reply-To: <37E80E80B681A24B8F768D607373CA80014BAF4E@largo.campus.ncl.ac.uk> References: <37E80E80B681A24B8F768D607373CA80014BAF4E@largo.campus.ncl.ac.uk> Message-ID: <45F50C0C-10BB-11D9-A25C-000A9578CFCC@khera.org> On Sep 27, 2004, at 10:44 AM, Carl Vincent wrote: > If I use credentials which aren't accepted by pubcookie, apache auth > fails and I get a 401 Unauthorized, and don't get as far as RTs own > login. Is there any way I can set things up to get around this? > I know that several of the apache auth mechanisms have an "is authoritative" flag. If you turn that off, it should fall back to some other auth mechanism. So you could set up a chain of authentication within apache that first checks your campus dictionary, then some local file-based mechanism, then fails. This assumes your auth mechanism has such a flag... 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 vivek at khera.org Mon Sep 27 16:42:10 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 27 Sep 2004 16:42:10 -0400 Subject: [rt-users] SATA raid card for FreeBSD box? In-Reply-To: <31B5C58511AE2047B622A1C9E02BDA0725BBA0@email.gcc.local> References: <31B5C58511AE2047B622A1C9E02BDA0725BBA0@email.gcc.local> Message-ID: On Sep 27, 2004, at 11:52 AM, Jason Powell wrote: > 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? > You're doing it backwards... look for cards that FreeBSD has drivers for already built-in. I picked up an SATA controller for $9 from some web site. It has an ACARD chip on it and supports up to 4 drives. Looks like they're out of the ones I got, now though. 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 rthompson at interpublic.com Mon Sep 27 16:21:59 2004 From: rthompson at interpublic.com (Ray Thompson) Date: Mon, 27 Sep 2004 15:21:59 -0500 Subject: [rt-users] LDAP authentication Message-ID: The comments in User_Local.pm indicate that there are seven lines that need to be added to RT_SiteConfig.pm. You didn't mention if you had done this. -- Regards, Ray -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sivan DERAY Sent: Friday, September 24, 2004 10:15 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP authentication I read many posts about LDAP, but i'm still confused on how to implement that : here is what a understood : I put in the /opt/rt3/lib/RT/ directory a User_Local.pm file containing : ******** ******** no warnings qw(redefine); # {{{ sub IsPassword # Modification Originally by Marcelo Bartsch # Update by Stewart James PrincipalObj->Disabled ) { $RT::Logger->info( "Disabled user " . $self->Name . " tried to log in" ); return (undef); } if ( ($self->__Value('Password') eq '') || ($self->__Value('Password') eq undef) ) { return(undef); } # generate an md5 password if ($self->_GeneratePassword($value) eq $self->__Value('Password')) { return(1); } # if it's a historical password we say ok. if (! $RT::LDAPExternalAuth) { if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) { return (1); } else { return (undef); } } else { if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) { return (1); } $RT::Logger->info("Using External Authentication\n"); use Net::LDAP; my $mesg; my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to LDAP'\n"), return 0; # Iseem to have problems is I try and bind with a NULL username by hand # So this now checks to see if we are really going to bind with a # username. if (defined($RT::LdapUser) && $RT::LdapUser != '') { $mesg = $ldap->bind($RT::LdapUser, password =>$RT::LdapPass ); } else { $mesg = $ldap->bind; } if ($mesg->code != LDAP_SUCCESS) { $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:", $mesg->code, "\n"); return 0; } my $filter = "(&(&(objectclass=person)(" . $RT::LdapUidAttr . "=" . $self->Name ."))$RT::LdapFilter)"; $RT::Logger->debug("GetExternalUserWithLDAP: First search filter '$filter'\n"); $mesg = $ldap->search(base => $RT::LdapBase, filter => $filter, attrs => ['dn']); if (($mesg->code != LDAP_SUCCESS) or ($mesg->code != LDAP_PARTIAL_RESULTS)) { $RT::Logger->debug("GetExternalUserWithLDAP: Could not search for $filter: ", $mesg->code, "" , ldap_error_name($mesg->code) ,"\n"); return 0; } $RT::Logger->debug("GetExternalUserWithLDAP: First search produced ", $mesg->count, " results\n"); if (! $mesg->count) { $RT::Logger->info("AUTH FAILED: " . $self->Name . "\n"); return 0; } $RT::Logger->debug("LDAP DN: " . $mesg->first_entry->dn . " " . $value . "\n"); my $mesg2 = $ldap->bind($mesg->first_entry->dn, password =>$value ); if ($mesg2->code != LDAP_SUCCESS) { $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:", $mesg2->code, "\n"); return 0; } else { $RT::Logger->info("AUTH OK: " . $self->Name . " (" .$mesg->first_entry->dn . ")\n"); return 1; } } # no password check has succeeded. get out return (undef); } # }}} 1; ********** ********** Next I put in httpd.conf : # LDAP integration AuthType Basic AuthName "Request Tracker Login" AuthLDAPURL ldap://ipadress require valid-user and in Rt_SiteConfig : Set ($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($WebExternalAuto , 1); I know i missed other things but do i have to add to meet with the needs ? i'm running a RH7.3 - apache 1 - mod_perl 1 - RT 3.0.10 thanks a lot !! From nancy.zhou at net-infinity.net Fri Sep 17 03:59:06 2004 From: nancy.zhou at net-infinity.net (Nancy Zhou) Date: Fri, 17 Sep 2004 15:59:06 +0800 Subject: [rt-users] about the first login References: <29C909D2F8056E4AAADD9531B8AC07DA01150033@svmail.svly.avizatechnology.com> Message-ID: <003e01c49c8c$34f2ac10$eb03000a@office.netinfinity.net> Hello, What is the correct username and Password when I the first login RT Webpage after installaion? Thanks Nancy -------------- next part -------------- A non-text attachment was scrubbed... Name: bb.JPG Type: image/jpeg Size: 31927 bytes Desc: not available URL: From jesse at bestpractical.com Mon Sep 27 16:50:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Sep 2004 16:50:32 -0400 Subject: [rt-users] [Rt-announce] RT 3.2.2 now available Message-ID: I'm pleased to announce RT 3.2.2, the third stable release of RT 3.2. This release features numerous minor UI, performance and functionality improvements, as well as several months of collected bugfixes. Additionally, a number of this release's changes are designed to make RT even easier to modify and customize. A full change log for this release follows this announcement. We're hard at work on a first official "beta" release of RT 3.4, which will feature a completely overhauled custom fields system, in addition to the standard complement of across the board improvements. RT 3.2.2 is a recommended update for all users. As always, we look forward to your comments and suggestions. You can download the new release from http://download.bestpractical.com/pub/rt/release/rt-3.2.2.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.2.2.tar.gz.sig MD5 sums for this release: 3c74baff2c43e939d7ec3a367d7181a0 rt-3.2.2.tar.gz 2b87b5e33faa03b5440adaf86924176b rt-3.2.2.tar.gz.sig SHA-1 sums for this release: 6e234869b5437cc88c5259538273e94feae1d0fc rt-3.2.2.tar.gz a2967d6d3147231fec88c20f98615ad10ffb3b15 rt-3.2.2.tar.gz.sig Best, Jesse Vincent Best Practical Core * Due dates in the past no longer look like they're in the future, i.e. "6 days ago". * Fix "Unrecognised line: foo at bar" errorrs caused by perl 5.8.0 not matching utf8 against regexps * Added "DependedOnBy" to TicketSQL to mean what it means elsewhere. * Applied Bart Duchesne's patch for correctly deleting old Ticket custom field value '0' when editing SingleValue Ticket custom fields. * Made TicketSQL let you search by ticket type * Retagging the source code with the updated submission policy * Searching on multiple watcher criteria now works * Use "local $_" to prevent "modification of read-only value..." caused by aliasing $_ to a constant * Switch $Ticket->AddCustomFieldValue to use $cf->LoadByNameAndQueue for forward compatibility. * $Ticket->AddCustomFieldValue now takes FIELD as Name. * TicketSQL: use || instead of 'or' so we can short-circuit * TicketSQL: get rid of $null_columns_ok flag * TicketSQL: clean up logic, and use string compare instead of regexp * Never try to fetch attributes when we don't have an object to fetch attributes on * Ticket creation documentation updates Made "type" an editable field on tickets (at the web api level, not in the UI) Inlined Tickets_Overlay_SQL's "match" for better performance * When merging tickets, the resulting ticket's Time{Estimated,Worked,Left} should be the sum of the fields from both tickets Web UI * Web based query builder: Handle 0 values properly. * Offline ticket editor Reset string properly when uploading a template file. * RT now goes out of its way to display images, like the logo... even when users fail to configure their webserver correctly * In the web query builder, NULL values can now be chosen, and the TicketSQL query is constructed properly. * In the offline update tool, Fill in the default queue if one was specified. * In the "offline update" tool", f a template file is uploaded, clear out the old template first (as before). * On the front page the TitleBox title is now a link to the same search. * html/Search/Results.tsv now works with custom fields that have line breaks within them. * In Ticket/Elements/ShowAttachments, the font code that is generated no longer tries to escape the quotes (to give something like ). Now the quotes appear. * Bulk editing of custom fields (finally!) added. Not quite as fast as would be preferred, probably, but it (should) work. * Fixes to web based template creation * The "/l" component now does all its work in the init block * Applied patch from bobg at the domain of uic.edu, prefixing refresh form's url with $RT::WebPath * Add callback in header proper, to allow injection of style and script tags * Doubled headers and navbars no longer appear when an unprivileged user creates a Custom Field. (This happened because Abort was called within a subcomponent.) * Use a:after {content: "..."} to put dots after titlebox links; this involves one loc string change * Force titlebox hrefs to be white, not black * removed 
     block around the header keys, and removed an 
extraneous 
  in ticket history email display,

  * Refactored the TicketList compnent to be more reusable

  * Added back a "ticket refresh" dropdown on the search results page.  
Thanks
    to Dirk Pape.

  * Fixed bug which prevented searches with an unlimited number of rows 
per page

  * Generalized Elements/SelectDate slightly, to allow for a 
differently-sized
    textbox.

  * In the ticket list, if something is overdue, set DueRelative to CSS 
class
   "overdue".

  * Added callbacks to let users add entries to show and edit basics 
boxes

  * Added a "SearchActions" callback to Search/Results.html

  * In ticket history display, move the lasttrans anchor into a table 
cell

Email handling

  * Fixed bounce handling logic; bounce message as a loop if $IsALoop 
and not
    $RT::StoreLoops; was "if $IsALoop and ($RT::LoopsToOwner and not
    $RT::StoreLoops)"

  * Also added a little bit of docs for RT::Ticket::Create() - Priority
    is a valid arg also.

  * ModifyTicket includes CommentOnTicket and ReplyToTicket rights;
    this effects display of "[Reply] [Comment]" links per transaction

  * Applied patch to rt-mailgate from bobg at the domain of uic.edu to 
exit if
    there is no content on standard input


Database:

  * drop.Oracle now drops the attributes table.

  * Postgres doesn't use '#' as a comment character. Updated some schema 
files

  * Warn if running MySQL < 4.0.x or without InnoDB

  * Suggest something slightly more useful if we don't have InnoDB and
    we're running MySQL 3.23

Cron tool

  * Crontool additions to support scripted notifications [Tara Andrews, 
for BPS]


Web backend

  * Make standalone_httpd use $RT::Mason::Handler like other 
mason_handler progs

  * Eliminate -w warning emitted from Handler.pm.

_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From frankie at oasyssoft.com  Mon Sep 27 16:39:46 2004
From: frankie at oasyssoft.com (Francesc Guasch)
Date: Mon, 27 Sep 2004 22:39:46 +0200
Subject: [rt-users] restore root superuser grant
Message-ID: <41587A92.5080909@oasyssoft.com>

Hi. I just disabled superuser rights from root.
I've been searching the wiki and the archives and
I haven't find how to fix it.

Please, give me a hint. Thank you.


From vivek at khera.org  Mon Sep 27 16:43:12 2004
From: vivek at khera.org (Vivek Khera)
Date: Mon, 27 Sep 2004 16:43:12 -0400
Subject: [rt-users] spell check integration
In-Reply-To: <016501c4a4c2$89e4f230$1f01a8c0@hq.radiofreevirgin.com>
References: <016501c4a4c2$89e4f230$1f01a8c0@hq.radiofreevirgin.com>
Message-ID: 


On Sep 27, 2004, at 2:48 PM,  wrote:

> hello, has anyone tried integrating rt with a spell checker? perhaps 
> aspell or ispell?

Do it in the browser! :-)

Firefox has a spell checker available, I believe.

Safari has it built in.


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

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From jesse at bestpractical.com  Mon Sep 27 17:33:09 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 27 Sep 2004 17:33:09 -0400
Subject: [rt-users] restore root superuser grant
In-Reply-To: <41587A92.5080909@oasyssoft.com>
References: <41587A92.5080909@oasyssoft.com>
Message-ID: 


On Sep 27, 2004, at 4:39 PM, Francesc Guasch wrote:

> Hi. I just disabled superuser rights from root.
> I've been searching the wiki and the archives and
> I haven't find how to fix it.

Perhaps http://wiki.bestpractical.com/index.cgi?RecoverSuperUserRights


> Please, give me a hint. Thank you.
> _______________________________________________
> 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 Sep 27 18:02:50 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Tue, 28 Sep 2004 02:02:50 +0400
Subject: [rt-users] Encoding Problem
In-Reply-To: <20040927175759.18145@infola.rus.uni-stuttgart.de>
References: <20040927175759.18145@infola.rus.uni-stuttgart.de>
Message-ID: <41588E0A.7000105@acronis.com>

Lorenz Adena wrote:
> Hi,
> 
> i have a Problem with my RT Installation...
> 
> Environment:
> - RT 3.0.11
> - perl 5.8.4
> - mysql 4.0.20
> - apache 2.0.50 (via cgi, not fast_cgi)
> 
> I'v configured RT to use UTF-8 Encoding and configured apache
> accordingly. Nontheless the created html-code is NOT UTF-8 but
Created? Do You mean output to browser? HTTP headers? Or something 
different?

> ISO-8859-1. Any Ideas where to look for solution?
In httpd.conf

> 
> Regards

					Ruslan.


From Ruslan.Zakirov at acronis.com  Mon Sep 27 18:07:31 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Tue, 28 Sep 2004 02:07:31 +0400
Subject: [rt-users] Newbie Q: Disappearing Queues after server restart:
	how	do I start debugging?
In-Reply-To: <20040927131701.36221.qmail@web12308.mail.yahoo.com>
References: <20040927131701.36221.qmail@web12308.mail.yahoo.com>
Message-ID: <41588F23.3090803@acronis.com>

Austin Hastings wrote:
> Howdy,
> 
> I've installed RT on a RH9 Linux box. After restarting apache (with
> modperl2) I get a valid-seeming screen with no Queues. The "General"
> queue, which appeared when I first started the application, is no
> longer available.
Nothing happens without any reason. Did you restart or stop/start? You 
have to use stop/start.

> 
> Looking in mysql, the Queues table still contains the "General" record,
> so I presume there's some perl misconfiguration or another screwing
> things up.
May be user that you use to login lost right SeeQueue? Did you play with 
rights?

> 
> I'd like to request:
> 
> 1- A copy of someone's (sanitized) RT_SiteConfig.pm file, to check my
> own against.
As far as I know you can't break queue displaying with config.

> 
> 2- Any pointers for how to start debugging this application. I
> understand that it's mason, etc., so there's no main. Great. How should
> I start tracing this defect?
Login as root(or somebody that has superuser rights) and see if RT is Ok.

> 
> aTdHvAaNnKcSe
> 
> =Austin
> 
> _______________________________________________
> 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 Sep 27 19:39:14 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Tue, 28 Sep 2004 03:39:14 +0400
Subject: [rt-users] Re: RT-Users Digest, Vol 6, Issue 58
In-Reply-To: <6.1.2.0.2.20040926183053.03a4f538@172.27.24.2>
References: <20040926160003.D530D84C046@pallas.eruditorum.org>
	<6.1.2.0.2.20040926183053.03a4f538@172.27.24.2>
Message-ID: <4158A4A2.7000601@acronis.com>

Ok. I wrote another patch that adds this functionality to SelfService.

					Best regards. Ruslan.

Jean Marc Lambert wrote:
> I look for the patch that has existed on making the Custom Fields 
> available in selfservice
> Can somebody send me the patch/archive for rt3.
> Thanks
> JMLambert

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From cpwe at deakin.edu.au  Mon Sep 27 20:25:06 2004
From: cpwe at deakin.edu.au (Chris Welsh)
Date: Tue, 28 Sep 2004 10:25:06 +1000
Subject: [rt-users] Problems installing RT on Mandrake 10.
In-Reply-To: <20040927160950.7fb1d066@zaphod>
References: <41581DE5.10407@deakin.edu.au> <20040927160950.7fb1d066@zaphod>
Message-ID: <4158AF62.6070901@deakin.edu.au>

Keith Edmunds wrote:

>On Tue, 28 Sep 2004 00:04:21 +1000
>Chris Welsh  wrote:
>
>  
>
>>I'm stuck installing rt-3.2.1, Can some one lend me some advice.I'm 
>>hoping you can see where I have gone wrong. I'm thinking it is at the 
>>Apache2 config side of this. I am running fastcgi, oh and I think I 
>>needed to run suidperl because I sort of remember  reading somewhere 
>>that I had to if I was running apache2-suexec. So I'm running that too.
>>    
>>
>
>Chris, please don't take this the wrong way, but you've posted a huge long
>note with configurations and error logs etc, but you don't say up front
>WHAT the problem is you are having. Make it easy for people to help you!
>  
>

Thanks Keith,

and thanks for your reply. I'll try to answer there questions more 
concisely.


>- what are you trying to do
>  
>
I'm installing RT on Our School's Mandrake Linux Server. RT will act at 
the help desk for the School's IT department

>- what problem do you have
>  
>

Apache starts but the error log shows the following message, and I 
cannot get any of the RT pages to display.

[Mon Sep 27 16:26:34 2004] [warn] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" (uid 13, gid 101) started (pid 18971)


Additionally, I get an error in my browser that says something like the 
server was misconfigured; cannot remember exactly, I'mat home right now.

>- what have you tried to fix it
>  
>
I have tried applying the recommendations in the FASTCGI documentation. 
And variations.

From:
http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration

>- supporting data (config, error logs, etc)
>  
>

Other than the apache logs, where else can I grab error info?

>Maybe that was all in your original post, but it's too long to plough
>through looking for your errors to see if it is something I can help with.
>
>Keith
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT wiki at http://wiki.bestpractical.com
>
>
>  
>
Once again, thanks.


Sincerely,
Chris



From checkpoint at ozbergs.com  Mon Sep 27 20:06:09 2004
From: checkpoint at ozbergs.com (Stevo)
Date: Mon, 27 Sep 2004 17:06:09 -0700
Subject: [rt-users] RT Email Questions
Message-ID: <0d8701c4a4ee$f51348f0$0a02010a@renditionnetworks.com>

Hey Guys,

I have a couple of questions relating to using email to update / create tickets.

1)  What is the minimum information I need in the subject line for the email to be appended to an existing ticket?
2)  Currently if the subject line doesn't match an existing ticket, RT creates a new ticket.  Can this be prevented?  Ie send a bounce back to the person sending the original email??  

Does this make sense?!

Thanks

Stevo
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From alex at longhill.brighton-hove.sch.uk  Tue Sep 28 02:45:03 2004
From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington)
Date: Tue, 28 Sep 2004 07:45:03 +0100
Subject: [rt-users] Reply to Requestors
Message-ID: 

> That's not the intended or expected 
> behaviour.  What does the outgoing 
> mail RT recorded look like?

In the web interface?

It just says:

	Sun Sep 26 21:57:47 2004  	alex - Correspondence added 	  	 [Reply] [Comment]

Subject:

	Test
Download(untitled)
text/plain 10b
TEST REPLY

but looking at the mail server log, it shows only one message with one recipient being sent at that time.

Or did you mean another log?

Cheers

Alex


From jesse at bestpractical.com  Tue Sep 28 03:05:23 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Sep 2004 03:05:23 -0400
Subject: [rt-users] Reply to Requestors
In-Reply-To: 
References: 
Message-ID: <20040928070523.GG7875@pallas.eruditorum.org>

I meant the line underneath it, where RT will show what messages were
sent. Assuming you're running RT 3.2, the current release.



On Tue, Sep 28, 2004 at 07:45:03AM +0100, Alexander Harrington wrote:
> > That's not the intended or expected 
> > behaviour.  What does the outgoing 
> > mail RT recorded look like?
> 
> In the web interface?
> 
> It just says:
> 
> 	Sun Sep 26 21:57:47 2004  	alex - Correspondence added 	  	 [Reply] [Comment]
> 
> Subject:
> 
> 	Test
> Download(untitled)
> text/plain 10b
> TEST REPLY
> 
> but looking at the mail server log, it shows only one message with one recipient being sent at that time.
> 
> Or did you mean another log?
> 
> Cheers
> 
> Alex
> 

-- 


From alex at longhill.brighton-hove.sch.uk  Tue Sep 28 03:25:56 2004
From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington)
Date: Tue, 28 Sep 2004 08:25:56 +0100
Subject: [rt-users] Reply to Requestors
Message-ID: 

> I meant the line underneath it, where 
> RT will show what messages were
> sent. Assuming you're running RT 3.2, 
> the current release.

I'm running 3.2.1 and I can't see the line you refer to.

I've uploaded a PDF of the entire ticket here:
http://www.longhill.org.uk/dcode/alex/rt.pdf

Cheers

Alex


From sivan.deray at net-aptitude.fr  Tue Sep 28 04:44:41 2004
From: sivan.deray at net-aptitude.fr (Sivan DERAY)
Date: Tue, 28 Sep 2004 10:44:41 +0200
Subject: [rt-users] LDAP authentication
Message-ID: <4E13BD0442DACA4D9606CAD98924F09A1F4E4E@srv-nap-atlas-1.net-aptitude.fr>

yes i have added in the RT_Siteconfig.pm file 

Set ($WebExternalAuth , 1);
$LDAPExternalAuth = 1;
$LdapServer="adress";
$LdapUser="";
$LdapPass="";
$LdapBase="dc=domain,dc=com";
$LdapUidAttr="uid";
$LdapFilter="(objectclass=*)";

do i need to add mod_auth module or something else ?





-----Message d'origine-----
De : Ray Thompson [mailto:rthompson at interpublic.com] 
Envoy? : lundi 27 septembre 2004 22:22
? : Sivan DERAY; rt-users at lists.bestpractical.com
Objet : [Spam probable] RE: [rt-users] LDAP authentication


The comments in User_Local.pm indicate that there are seven lines that need to be added to RT_SiteConfig.pm.  You didn't mention if you had done this.

--
Regards,
        Ray 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sivan DERAY
Sent: Friday, September 24, 2004 10:15 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] LDAP authentication


I read many posts about LDAP, but i'm still confused on how to implement that :

here is what a understood :

I put in the /opt/rt3/lib/RT/ directory a User_Local.pm file containing :

********
********
no warnings qw(redefine);

# {{{ sub IsPassword

# Modification Originally by Marcelo Bartsch  # Update by Stewart James PrincipalObj->Disabled ) {
                $RT::Logger->info(
                        "Disabled user " . $self->Name . " tried to log in" );
                return (undef);
        }

        if ( ($self->__Value('Password') eq '') ||
                ($self->__Value('Password') eq undef) )  {
                return(undef);
        }

        # generate an md5 password
        if ($self->_GeneratePassword($value) eq $self->__Value('Password')) {
                return(1);
        }

#  if it's a historical password we say ok.

        if (! $RT::LDAPExternalAuth)
        {
                if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) {
                        return (1);
                }
                else {
                        return (undef);
                }
        }
        else
        {
                if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) {
                        return (1);
                }
                $RT::Logger->info("Using External Authentication\n");
                use Net::LDAP;

                my $mesg;
                my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to LDAP'\n"), return 0;

                # Iseem to have problems is I try and bind with a NULL username by hand
                # So this now checks to see if we are really going to bind with a
                # username.
                if (defined($RT::LdapUser) && $RT::LdapUser != '') {
                        $mesg = $ldap->bind($RT::LdapUser, password =>$RT::LdapPass );
                } else {
                        $mesg = $ldap->bind;
                }
                if ($mesg->code != LDAP_SUCCESS) {
                        $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:",
                                $mesg->code, "\n");
                        return 0;
                }

                my $filter = "(&(&(objectclass=person)(" . $RT::LdapUidAttr . "=" . $self->Name ."))$RT::LdapFilter)";
                $RT::Logger->debug("GetExternalUserWithLDAP: First search filter '$filter'\n");
                $mesg = $ldap->search(base   => $RT::LdapBase,
                        filter => $filter,
                        attrs  => ['dn']);
    
                if (($mesg->code != LDAP_SUCCESS) or ($mesg->code != LDAP_PARTIAL_RESULTS))
                {
                        $RT::Logger->debug("GetExternalUserWithLDAP: Could not search for $filter: ",
                                $mesg->code, "" , ldap_error_name($mesg->code) ,"\n");
                        return 0;
                }
                $RT::Logger->debug("GetExternalUserWithLDAP: First search produced ",
                        $mesg->count, " results\n");
                if (! $mesg->count)
                {
                        $RT::Logger->info("AUTH FAILED: " . $self->Name . "\n");
                        return 0;
                }
                $RT::Logger->debug("LDAP DN: " . $mesg->first_entry->dn . " " . $value . "\n");
                my $mesg2 = $ldap->bind($mesg->first_entry->dn, password =>$value );
                if ($mesg2->code != LDAP_SUCCESS) {
                        $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:",
                                $mesg2->code, "\n");
                        return 0;
                }
                else
                {
                        $RT::Logger->info("AUTH OK: " . $self->Name . " (" .$mesg->first_entry->dn . ")\n");
                        return 1;
                }
        }




        # no password check has succeeded. get out

        return (undef);
}

# }}}

1;


**********
**********

Next I put in httpd.conf :

# LDAP integration

         AuthType Basic
         AuthName "Request Tracker Login"
         AuthLDAPURL ldap://ipadress
         require valid-user




and in Rt_SiteConfig :

Set ($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , 1);
Set($WebExternalAuto , 1);


I know i missed other things but do i have to add to meet with the needs ?

i'm running a RH7.3 - apache 1 - mod_perl 1 - RT 3.0.10

thanks a lot !!



From frankie at oasyssoft.com  Tue Sep 28 04:41:34 2004
From: frankie at oasyssoft.com (Francesc Guasch)
Date: Tue, 28 Sep 2004 10:41:34 +0200
Subject: [rt-users] restore root superuser grant
In-Reply-To: 
References: <41587A92.5080909@oasyssoft.com>
	
Message-ID: <415923BE.4070701@oasyssoft.com>

En/na Jesse Vincent ha escrit:
> 
> On Sep 27, 2004, at 4:39 PM, Francesc Guasch wrote:
> 
>> Hi. I just disabled superuser rights from root.
>> I've been searching the wiki and the archives and
>> I haven't find how to fix it.
> Perhaps http://wiki.bestpractical.com/index.cgi?RecoverSuperUserRights

Thank you, I was looking for "restore", I should have searched
for "recover".

I missed it.


From rthompson at interpublic.com  Tue Sep 28 10:17:50 2004
From: rthompson at interpublic.com (Ray Thompson)
Date: Tue, 28 Sep 2004 09:17:50 -0500
Subject: [rt-users] LDAP authentication
Message-ID: 

You shouldn't need the 

> # LDAP integration
> 
>          AuthType Basic
>          AuthName "Request Tracker Login"
>          AuthLDAPURL ldap://ipadress
>          require valid-user
> 

part in your httpd.conf since your telling RT to use LDAP and not Apache.

I assume you've also modified "$LdapServer and $LdapBase in RT_Siteconfig.pm to reflect your environment.

-Ray

> -----Original Message-----
> From: Sivan DERAY [mailto:sivan.deray at net-aptitude.fr] 
> Sent: Tuesday, September 28, 2004 3:45 AM
> To: Ray Thompson; rt-users at lists.bestpractical.com
> Subject: [rt-users] LDAP authentication
> 
> 
> yes i have added in the RT_Siteconfig.pm file 
> 
> Set ($WebExternalAuth , 1);
> $LDAPExternalAuth = 1;
> $LdapServer="adress";
> $LdapUser="";
> $LdapPass="";
> $LdapBase="dc=domain,dc=com";
> $LdapUidAttr="uid";
> $LdapFilter="(objectclass=*)";
> 
> do i need to add mod_auth module or something else ?
> 
> 
> 
> 
> 
> -----Message d'origine-----
> De : Ray Thompson [mailto:rthompson at interpublic.com] 
> Envoy? : lundi 27 septembre 2004 22:22
> ? : Sivan DERAY; rt-users at lists.bestpractical.com
> Objet : [Spam probable] RE: [rt-users] LDAP authentication
> 
> 
> The comments in User_Local.pm indicate that there are seven 
> lines that need to be added to RT_SiteConfig.pm.  You didn't 
> mention if you had done this.
> 
> --
> Regards,
>         Ray 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Sivan DERAY
> Sent: Friday, September 24, 2004 10:15 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] LDAP authentication
> 
> 
> I read many posts about LDAP, but i'm still confused on how 
> to implement that :
> 
> here is what a understood :
> 
> I put in the /opt/rt3/lib/RT/ directory a User_Local.pm file 
> containing :
> 
> ********
> ********
> no warnings qw(redefine);
> 
> # {{{ sub IsPassword
> 
> # Modification Originally by Marcelo Bartsch 
>  # Update by Stewart James 
>  /opt/rt3/lib/RT/User_Local.pm # Drop something like below in 
> yout RT_SiteConfig.pm # $LDAPExternalAuth = 1; # 
> $LdapServer="adress"; # $LdapUser=""; # $LdapPass=""; # 
> $LdapBase="dc=domain,dc=com"; # $LdapUidAttr="uid"; # 
> $LdapFilter="(objectclass=*)";
> 
> 
> sub IsPassword {
>         my $self  = shift;
>         my $value = shift;
> 
>         #TODO there isn't any apparent way to legitimately ACL this
> 
>         # RT does not allow null passwords
>         if ( ( !defined($value) ) or ( $value eq '' ) ) {
>                 return (undef);
>         }
> 
>         if ( $self->PrincipalObj->Disabled ) {
>                 $RT::Logger->info(
>                         "Disabled user " . $self->Name . " 
> tried to log in" );
>                 return (undef);
>         }
> 
>         if ( ($self->__Value('Password') eq '') ||
>                 ($self->__Value('Password') eq undef) )  {
>                 return(undef);
>         }
> 
>         # generate an md5 password
>         if ($self->_GeneratePassword($value) eq 
> $self->__Value('Password')) {
>                 return(1);
>         }
> 
> #  if it's a historical password we say ok.
> 
>         if (! $RT::LDAPExternalAuth)
>         {
>                 if ($self->__Value('Password') eq 
> crypt($value, $self->__Value('Password'))) {
>                         return (1);
>                 }
>                 else {
>                         return (undef);
>                 }
>         }
>         else
>         {
>                 if ($self->__Value('Password') eq 
> crypt($value, $self->__Value('Password'))) {
>                         return (1);
>                 }
>                 $RT::Logger->info("Using External Authentication\n");
>                 use Net::LDAP;
> 
>                 my $mesg;
>                 my $ldap = Net::LDAP->new($RT::LdapServer, 
> version=>3) or 
> $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot 
> connect to LDAP'\n"), return 0;
> 
>                 # Iseem to have problems is I try and bind 
> with a NULL username by hand
>                 # So this now checks to see if we are really 
> going to bind with a
>                 # username.
>                 if (defined($RT::LdapUser) && $RT::LdapUser != '') {
>                         $mesg = $ldap->bind($RT::LdapUser, 
> password =>$RT::LdapPass );
>                 } else {
>                         $mesg = $ldap->bind;
>                 }
>                 if ($mesg->code != LDAP_SUCCESS) {
>                         
> $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:",
>                                 $mesg->code, "\n");
>                         return 0;
>                 }
> 
>                 my $filter = "(&(&(objectclass=person)(" . 
> $RT::LdapUidAttr . "=" . $self->Name ."))$RT::LdapFilter)";
>                 $RT::Logger->debug("GetExternalUserWithLDAP: 
> First search filter '$filter'\n");
>                 $mesg = $ldap->search(base   => $RT::LdapBase,
>                         filter => $filter,
>                         attrs  => ['dn']);
>     
>                 if (($mesg->code != LDAP_SUCCESS) or 
> ($mesg->code != LDAP_PARTIAL_RESULTS))
>                 {
>                         
> $RT::Logger->debug("GetExternalUserWithLDAP: Could not search 
> for $filter: ",
>                                 $mesg->code, "" , 
> ldap_error_name($mesg->code) ,"\n");
>                         return 0;
>                 }
>                 $RT::Logger->debug("GetExternalUserWithLDAP: 
> First search produced ",
>                         $mesg->count, " results\n");
>                 if (! $mesg->count)
>                 {
>                         $RT::Logger->info("AUTH FAILED: " . 
> $self->Name . "\n");
>                         return 0;
>                 }
>                 $RT::Logger->debug("LDAP DN: " . 
> $mesg->first_entry->dn . " " . $value . "\n");
>                 my $mesg2 = 
> $ldap->bind($mesg->first_entry->dn, password =>$value );
>                 if ($mesg2->code != LDAP_SUCCESS) {
>                         
> $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:",
>                                 $mesg2->code, "\n");
>                         return 0;
>                 }
>                 else
>                 {
>                         $RT::Logger->info("AUTH OK: " . 
> $self->Name . " (" .$mesg->first_entry->dn . ")\n");
>                         return 1;
>                 }
>         }
> 
> 
> 
> 
>         # no password check has succeeded. get out
> 
>         return (undef);
> }
> 
> # }}}
> 
> 1;
> 
> 
> **********
> **********
> 
> Next I put in httpd.conf :
> 
> # LDAP integration
> 
>          AuthType Basic
>          AuthName "Request Tracker Login"
>          AuthLDAPURL ldap://ipadress
>          require valid-user
> 
> 
> 
> 
> and in Rt_SiteConfig :
> 
> Set ($WebExternalAuth , 1);
> Set($WebFallbackToInternalAuth , 1);
> Set($WebExternalAuto , 1);
> 
> 
> I know i missed other things but do i have to add to meet 
> with the needs ?
> 
> i'm running a RH7.3 - apache 1 - mod_perl 1 - RT 3.0.10
> 
> thanks a lot !!
> 
> 



From vivek at khera.org  Tue Sep 28 11:40:48 2004
From: vivek at khera.org (Vivek Khera)
Date: Tue, 28 Sep 2004 11:40:48 -0400
Subject: [rt-users] about the first login
In-Reply-To: <003e01c49c8c$34f2ac10$eb03000a@office.netinfinity.net>
References: <29C909D2F8056E4AAADD9531B8AC07DA01150033@svmail.svly.avizatechnology.com>
	<003e01c49c8c$34f2ac10$eb03000a@office.netinfinity.net>
Message-ID: 


On Sep 17, 2004, at 3:59 AM, Nancy Zhou wrote:

>        What is the correct username and Password  when I the first 
> login RT Webpage after installaion?
>

does the one in the installation documents not work?

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

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From jesse at bestpractical.com  Tue Sep 28 12:12:39 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Sep 2004 12:12:39 -0400
Subject: [rt-users] Reply to Requestors
In-Reply-To: 
References: 
Message-ID: <20040928161239.GI7875@pallas.eruditorum.org>




On Tue, Sep 28, 2004 at 08:25:56AM +0100, Alexander Harrington wrote:
> > I meant the line underneath it, where 
> > RT will show what messages were
> > sent. Assuming you're running RT 3.2, 
> > the current release.
> 
> I'm running 3.2.1 and I can't see the line you refer to.

Perhaps you haven't granted yourself the right to see outgoing email or
have turned off that option in the configuration file. Fixing that will
help us debug your issue.


> I've uploaded a PDF of the entire ticket here:
> http://www.longhill.org.uk/dcode/alex/rt.pdf
> 
> Cheers
> 
> Alex
> 

-- 


From anner at blast.com  Tue Sep 28 14:37:50 2004
From: anner at blast.com (Anne Ramey)
Date: Tue, 28 Sep 2004 14:37:50 -0400
Subject: [rt-users] mailgate vs procmail
Message-ID: <803BBFA2-117D-11D9-9253-000A959E1C16@blast.com>

My messages that are marked as spam are getting through to my queue.  
How can I make my mailgate recognize these and put them somewhere else, 
like in a mailbox?  When I deliver mail on other servers (and this one) 
using procmail to sort the spam into a different folder it works fine, 
but my postfix alias entries are like:
rt:         "|/opt/rt3/bin/rt-mailgate --queue blastops --action 
correspond --url http://rt.blast.com/"
per the instructions, which means the mail never goes to the standard 
delivery agent (procmail) but to the rt mailgate program.

Anne 



From checkpoint at ozbergs.com  Tue Sep 28 14:21:16 2004
From: checkpoint at ozbergs.com (Stevo)
Date: Tue, 28 Sep 2004 11:21:16 -0700
Subject: [rt-users] RT Email Questions
Message-ID: <0e7601c4a587$f16bd340$0a02010a@renditionnetworks.com>

Hey Guys,

I have a couple of questions relating to using email to update / create 
tickets.

1)  What is the minimum information I need in the subject line for the email 
to be appended to an existing ticket?
2)  Currently if the subject line doesn't match an existing ticket, RT 
creates a new ticket.  Can this be prevented?  Ie send a bounce back to the 
person sending the original email??

Does this make sense?!

Thanks

Stevo



From bobg at uic.edu  Tue Sep 28 15:55:59 2004
From: bobg at uic.edu (Bob Goldstein)
Date: Tue, 28 Sep 2004 14:55:59 -0500
Subject: [rt-users] mailgate vs procmail 
In-Reply-To: Your message of "Tue, 28 Sep 2004 14:37:50 EDT."
	<803BBFA2-117D-11D9-9253-000A959E1C16@blast.com> 
Message-ID: <200409281955.i8SJtxP3021433@shark.cc.uic.edu>

>My messages that are marked as spam are getting through to my queue.  
>How can I make my mailgate recognize these and put them somewhere else, 
>like in a mailbox?  When I deliver mail on other servers (and this one) 
>using procmail to sort the spam into a different folder it works fine, 
>but my postfix alias entries are like:
>rt:         "|/opt/rt3/bin/rt-mailgate --queue blastops --action 
>correspond --url http://rt.blast.com/"


  So do this, more or less:

  rt: "|procmail -m procmail.rc | rt-mailgate --queue .....

  Just make sure that your procmail.rc is set to send
  good mail to STDOUT, and to do somthing else with spam.

      bobg

>per the instructions, which means the mail never goes to the standard 
>delivery agent (procmail) but to the rt mailgate program.
>
>Anne 
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT wiki at http://wiki.bestpractical.com
>


From gutenpress at gmail.com  Tue Sep 28 16:20:49 2004
From: gutenpress at gmail.com (Sean Johnson)
Date: Tue, 28 Sep 2004 16:20:49 -0400
Subject: [rt-users] Comment/Resolve Notification
Message-ID: <11fc6a250409281320cab83f4@mail.gmail.com>

Currently I include the comment made when a ticket is resolved into
the email notification.

I also have a scrip that sends a modification notification when a
regular comment is made, including the comment in the email
notification.

The only issue now is that whenever a ticket is resolved, a comment
notifcation containing the resolving comment as well as the resolution
nofiction, also contaiing the resolving comment, is sent out.

Is there anyway to have the comment notification scrip fire when a
comment is made _unless_ that comment is part of a resolution?

Hope that makes some kind of sense ....

Thanks.

Sean


From alex at longhill.brighton-hove.sch.uk  Tue Sep 28 17:08:19 2004
From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington)
Date: Tue, 28 Sep 2004 22:08:19 +0100
Subject: [rt-users] Reply to Requestors
Message-ID: 

> Perhaps you haven't granted yourself the right to see outgoing email or
> have turned off that option in the configuration file. Fixing that will
> help us debug your issue.

Neat feature - that's enabled now - here's the output of a reply to all requestors:

Subject: [longhill.brighton-hove.sch.uk #4543] Test
From: "Alex Harrington via RT" 
Reply-To: support-comment at rt.longhill.brighton-hove.sch.uk
In-Reply-To: 
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention: longhill.brighton-hove.sch.uk
RT-Ticket: longhill.brighton-hove.sch.uk #4543
Managed-by: RT 3.2.1 (http://www.bestpractical.com/rt/)
RT-Originator: alex at longhill.brighton-hove.sch.uk
To: james at longhill.brighton-hove.sch.uk, kris at longhill.brighton-hove.sch.uk, seb at longhill.brighton-hove.sch.uk
MIME-Version: 1.0
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8


TEST REPLY

however the message only ever makes it to the mailbox of the last requestor - in this case it will go to seb at longhill.brighton-hove.sch.uk

The server this is on uses sendmail to forward to the mail school Exchange server and was never problematic in the past - RT 2.x

The sendmail config is standard with the exception of a DS smarthost entry for the main server.

The main exchange server works as expected if I manually connect to it and send a message with more than one recipient.

Cheers

Alex


From alex at longhill.brighton-hove.sch.uk  Tue Sep 28 17:38:05 2004
From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington)
Date: Tue, 28 Sep 2004 22:38:05 +0100
Subject: [rt-users] Reply to Requestors
Message-ID: 

> The server this is on uses sendmail to forward to the mail school Exchange 
> server and was never problematic in the past - RT 2.x

Just done the upgrade to 3.2.2 and that seems to have fixed it.

Thanks Jesse for your help.

Cheers

Alex



From dmd at speakeasy.org  Tue Sep 28 17:50:54 2004
From: dmd at speakeasy.org (Dave Dennis)
Date: Tue, 28 Sep 2004 14:50:54 -0700 (PDT)
Subject: [rt-users] Rt 3.2 debian stable?
Message-ID: 

Is there a timeline for making rt-3.2 debian stable?

Thanks,

+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd at speakeasy.org
+ http://www.dmdennis.com
+-------------------------


From carl at xena.IPAustralia.gov.au  Tue Sep 28 20:51:55 2004
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: Wed, 29 Sep 2004 10:51:55 +1000
Subject: [rt-users] LDAP authentication
In-Reply-To: <4E13BD0442DACA4D9606CAD98924F09A1F4E4E@srv-nap-atlas-1.net-aptitude.fr>
References: <4E13BD0442DACA4D9606CAD98924F09A1F4E4E@srv-nap-atlas-1.net-aptitude.fr>
Message-ID: <415A072B.7050705@xena.ipaustralia.gov.au>

Hi Sivan,

Sivan DERAY wrote:

>yes i have added in the RT_Siteconfig.pm file 
>
>Set ($WebExternalAuth , 1);
>$LDAPExternalAuth = 1;
>  
>
You don't need both of these.  $WebExternalAuth tells RT to trust the 
user information passed by the webserver while $LDAPExternalAuth says 
use the RT internal LDAP support you have added.  Since you have added 
all the LDAP stuff disable the first one, $WebExternalAuth, and just run 
with the second.

>**********
>
>Next I put in httpd.conf :
>
># LDAP integration
>
>         AuthType Basic
>         AuthName "Request Tracker Login"
>         AuthLDAPURL ldap://ipadress
>         require valid-user
>
>
>
>  
>
You also don't need this.  You have added perl code into RT itself to do 
the LDAP work.  You don't want the webserver doing it as well.


Carl.



From rt at chaka.net  Tue Sep 28 21:53:09 2004
From: rt at chaka.net (Todd Chapman)
Date: Tue, 28 Sep 2004 21:53:09 -0400
Subject: [rt-users] RT3 Elixus screen shots?
Message-ID: <20040929015309.GD7164@chaka.net>

Does anyone know where I can find screen shots of the Elixus
version of RT3? Also, where is the CVS for the code?

Thanks!

-Todd



From cpwe at deakin.edu.au  Tue Sep 28 23:19:08 2004
From: cpwe at deakin.edu.au (Christopher Peter Welsh)
Date: Wed, 29 Sep 2004 13:19:08 +1000
Subject: [rt-users] Anyone? PLS? Problems installing RT on Mandrake 10.
Message-ID: <200409290319.i8T3J86e022686@l-hestia-1.its.deakin.edu.au>



From JChen at paymentone.com  Tue Sep 28 23:23:33 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Tue, 28 Sep 2004 20:23:33 -0700
Subject: [rt-users] Anyone? PLS? Problems installing RT on Mandrake 10.
Message-ID: <6D6E09D687772640AA41F009EB85FE0505742367@CPMAL00.corpnet.p1.local>

 
It would be nice if you give a detail of your problems so that others can help you out.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Christopher Peter Welsh
> Sent: Tuesday, September 28, 2004 8:19 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Anyone? PLS? Problems installing RT on Mandrake 10.
> 
> 
> _______________________________________________
> 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 Richard.Ellis at Sun.COM  Wed Sep 29 03:31:02 2004
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 29 Sep 2004 08:31:02 +0100
Subject: [rt-users] Searching Ticket Body and converting to UTF8
In-Reply-To: <20040929032305.E935B84C04D@pallas.eruditorum.org>
References: <20040929032305.E935B84C04D@pallas.eruditorum.org>
Message-ID: <1096443061.56752.60.camel@sr-egmp02-08>

Hi,

Two questions:

One of the RFE's that I keep getting asked for, is to make the body or
message portion of tickets searchable. Is this possible, or is it
something that is planned for the future or has it been dropped as too
difficult an idea to implement?

Does anyone have a working example of converting inbound emails from non
ISO-8859-1 (Latin 1) to UTF-8 so that we don't get corruptions. I'm
currently struggling converting Kanji to UTF-8 using Unicode::Map8 and
Unicode::Map.

If anyone know of a better way, can you let me know.

Thanks

Rik




From Ruslan.Zakirov at acronis.com  Wed Sep 29 03:47:38 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 11:47:38 +0400
Subject: [rt-users] RT Email Questions
In-Reply-To: <0e7601c4a587$f16bd340$0a02010a@renditionnetworks.com>
References: <0e7601c4a587$f16bd340$0a02010a@renditionnetworks.com>
Message-ID: <415A689A.1000501@acronis.com>

Stevo wrote:
> Hey Guys,
> 
> I have a couple of questions relating to using email to update / create 
> tickets.
> 
> 1)  What is the minimum information I need in the subject line for the 
> email to be appended to an existing ticket?
[RTNAME #TICKETID]

> 2)  Currently if the subject line doesn't match an existing ticket, RT 
> creates a new ticket.  Can this be prevented?  Ie send a bounce back to 
> the person sending the original email??
You can revoke right 'CreateTicket'.
Also see current Email plugins, that parse mails.

> 
> Does this make sense?!
In public queues - no. And generally no, but if you wish you can try.

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



From Ruslan.Zakirov at acronis.com  Wed Sep 29 03:58:26 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 11:58:26 +0400
Subject: [rt-users] Anyone? PLS? Problems installing RT on Mandrake 10.
In-Reply-To: <200409290319.i8T3J86e022686@l-hestia-1.its.deakin.edu.au>
References: <200409290319.i8T3J86e022686@l-hestia-1.its.deakin.edu.au>
Message-ID: <415A6B22.7090302@acronis.com>

It's problem with permissions vs FastCGI.

Full description and different solutions:
	http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration

Problem summary:
	FastCGI process can't load RT libs cause have no rights.

Christopher Peter Welsh wrote:
> _______________________________________________
> 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 Sep 29 04:08:08 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 12:08:08 +0400
Subject: [rt-users] about the first login
In-Reply-To: 
References: <29C909D2F8056E4AAADD9531B8AC07DA01150033@svmail.svly.avizatechnology.com>	<003e01c49c8c$34f2ac10$eb03000a@office.netinfinity.net>
	
Message-ID: <415A6D68.8070803@acronis.com>

Vivek Khera wrote:
> 
> On Sep 17, 2004, at 3:59 AM, Nancy Zhou wrote:
> 
>>        What is the correct username and Password  when I the first 
>> login RT Webpage after installaion?
>>
> 
> does the one in the installation documents not work?
Yeah, people don't read docs carefully, but anyway default root password 
is 'password' :)

> 
> 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



From Ruslan.Zakirov at acronis.com  Wed Sep 29 04:29:40 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 12:29:40 +0400
Subject: [rt-users] Comment/Resolve Notification
In-Reply-To: <11fc6a250409281320cab83f4@mail.gmail.com>
References: <11fc6a250409281320cab83f4@mail.gmail.com>
Message-ID: <415A7274.6050103@acronis.com>

Sean, if you use RT 3.2.2 then you can finally use Batch stage to 
resolve this notification duplicates. also use this stage to find 
resolve resolution comment faster and to be sure that exactly this 
comment was added while resolve.

If you you're interested in stages then you should read:

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

Don't forget to enable it with '$RT::UseTransactionBatch' config option.

And this old description is also applicable:

Scrip stages:
Scrips can be applied in different stages: 'TransactionCreate' and 
'TransactionBatch'.
In TransactionCreate stage scrip applied right after transaction is 
created and can be committed more then once during one request for each 
transaction which is applicable.
In TrabsactionBatch stage scrip applied only once during request when 
all transactions are created and all scrips in TransactionCreate stage 
already applied. Scrip aplied only once even if batch contain more then 
one applicable transaction.
For backward compatibilty reasons and to allow using same scrip action 
in both stages $ScripActionObj->TransactionObj return first transaction 
which is applicable in batch. You can get full batch with 
$TicketObj->TransactionBatch call which return array reference. Array 
contain transaction objects ordered by create time.

Example:
User's request creates transactions in next order: a b c d e.
Scrip has condition which trigger b and d transaction.

If scrip in TransactionCreate stage then
1) scrip's action will be committed two times.
2) First time $TicketObj->TransactionBatch will return [a_obj b_obj] and 
$ScripActionObj->TransactionObj will return b_obj.
3) Second time it'll be [a_obj b_obj c_obj d_obj] and 
$ScripActionObj->TransactionObj will return d_obj.

If scrip in TransactionBatch stage
1) scrip's action will be committed only once.
2) $TicketObj->TransactionBatch will return [a_obj b_obj c_obj d_obj 
e_obj] and $ScripActionObj->TransactionObj will return b_obj(first 
transaction which triggered condition).





Sean Johnson wrote:
> Currently I include the comment made when a ticket is resolved into
> the email notification.
> 
> I also have a scrip that sends a modification notification when a
> regular comment is made, including the comment in the email
> notification.
> 
> The only issue now is that whenever a ticket is resolved, a comment
> notifcation containing the resolving comment as well as the resolution
> nofiction, also contaiing the resolving comment, is sent out.
> 
> Is there anyway to have the comment notification scrip fire when a
> comment is made _unless_ that comment is part of a resolution?
> 
> Hope that makes some kind of sense ....
> 
> Thanks.
> 
> Sean
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From seamus at pur.nu  Wed Sep 29 03:53:54 2004
From: seamus at pur.nu (seamus cranley)
Date: Wed, 29 Sep 2004 00:53:54 -0700
Subject: [rt-users] rt-2-0-15 to rt-3.2.2 using rt2-to-rt3-1.23 fails 
Message-ID: <004401c4a5f9$78fbe3b0$3701a8c0@luminus>

I have searched all the threads, and haven't found a solution.
 
Tested on 
 
Fedora core 2
Suse 8.1
 
apache_1.3.31  
mod_perl-1.29  
mod_ssl-2.8.19-1.3.31 
mysql-4.0.21  
openssl-0.9.7d  
php-4.3.8
 
Fresh install of all perl modules
 
rt-2.0-to-dumpfile works with no errors.
 
I get these errors every time, even if I create three test tickets in
rt-2-0-15 and try to export/import them.
 
Been trying to fix this for 3 days, help please.
 
 
It manages to create the original users, but I get lots of these errors,
and then it crashes with: Couldn't create ticket HASH(0x9455234).
 
.[Wed Sep 29 07:14:44 2004] [error]: Could not create a new user -
(/opt/rt3/lib/RT/User_Overlay.pm:260)
Failed to create user for$VAR1 = {
          'CryptedPassword' => undef,
          'Name' => 'Unnamed user 1328
 
Couldn't create custom field Importing tickets...t-1151
Couldn't create ticket HASH(0x9455234) $VAR1 = {
          'Requestor' => [
                           'amanda at ns2.fibercloud.com'
                         ],
          'Queue' => 'amanda',
          'Creator' => '',
          'Owner' => '',
          'LastUpdatedBy' => '',
          '_RecordTransaction' => '0',
          'id' => 1151
        };
 
I have the 
/opt/rc2/lib
/opt/rc2/ect
for rt-2.0-to-dumpfile
 
and /opt/rc3/lib 
for dumpfile-to-rt-3.0
 
Thanks for your time,
 
Seamus
 
-------------- next part --------------
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From hwagener at hamburg.fcb.com  Wed Sep 29 04:53:55 2004
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 29 Sep 2004 10:53:55 +0200
Subject: [rt-users] Searching Ticket Body and converting to UTF8
In-Reply-To: <1096443061.56752.60.camel@sr-egmp02-08>
References: <20040929032305.E935B84C04D@pallas.eruditorum.org>
	<1096443061.56752.60.camel@sr-egmp02-08>
Message-ID: <185E7B3A-11F5-11D9-B56D-003065DC18B8@hamburg.fcb.com>


Am 29.09.2004 um 09:31 schrieb Richard Ellis:

> Hi,
>
> Two questions:
>
> One of the RFE's that I keep getting asked for, is to make the body or
> message portion of tickets searchable. Is this possible, or is it
> something that is planned for the future or has it been dropped as too
> difficult an idea to implement?

I thought this already is possible, since the 'body' of an email is 
just handled as the first mime attachment in RT-Think. So, on the 
search page, You should be able to search

Attachment Content matches foo

to get any mail that has "foo" in the body.

Regards,
     Harald



From sven.sternberger at desy.de  Wed Sep 29 05:02:10 2004
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Wed, 29 Sep 2004 11:02:10 +0200
Subject: [rt-users] Rt 3.2 debian stable?
In-Reply-To: 
References: 
Message-ID: <415A7A12.9080108@desy.de>

No!

look at
http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=266291

the next stable release sarge is coming soon, I assume
the following stable will be released not before 2006.

best regards!


Dave Dennis wrote:
> Is there a timeline for making rt-3.2 debian stable?
> 
> Thanks,
> 
> +-------------------------
> + Dave Dennis
> + Seattle, WA
> + dmd at speakeasy.org
> + http://www.dmdennis.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 JChen at paymentone.com  Wed Sep 29 05:15:04 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Wed, 29 Sep 2004 02:15:04 -0700
Subject: [rt-users] Searching Ticket Body and converting to UTF8
Message-ID: <6D6E09D687772640AA41F009EB85FE0505742368@CPMAL00.corpnet.p1.local>

 


> 
> I thought this already is possible, since the 'body' of an email is
> just handled as the first mime attachment in RT-Think. So, on the
> search page, You should be able to search
> 
> Attachment Content matches foo
> 
> to get any mail that has "foo" in the body.
> 
Wow!  I did not know that.  I've tested it out and it does not work if you have real actual attachment.   I had a MS word file and it has "outlook" in it and RT found that.  But the ticket history had no "outlook" in it.  Also when I tried to look for "Jon" it found "John" instead.  So does it match a word that closely resembles "Jon?"

Well it's better than nothing. =)

I'm 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 Ruslan.Zakirov at acronis.com  Wed Sep 29 05:20:34 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 13:20:34 +0400
Subject: [rt-users] Searching Ticket Body and converting to UTF8
In-Reply-To: <6D6E09D687772640AA41F009EB85FE0505742368@CPMAL00.corpnet.p1.local>
References: <6D6E09D687772640AA41F009EB85FE0505742368@CPMAL00.corpnet.p1.local>
Message-ID: <415A7E62.6090807@acronis.com>

Jonathan Chen wrote:
>  
> 
> 
> 
>>I thought this already is possible, since the 'body' of an email is
>>just handled as the first mime attachment in RT-Think. So, on the
>>search page, You should be able to search
>>
>>Attachment Content matches foo
>>
>>to get any mail that has "foo" in the body.
>>
> 
> Wow!  I did not know that.  I've tested it out and it does not work if you have real actual attachment.   I had a MS word file and it has "outlook" in it and RT found that.  But the ticket history had no "outlook" in it.  Also when I tried to look for "Jon" it found "John" instead.  So does it match a word that closely resembles "Jon?"
If you want to avoid real attachments(files) then add another search 
condition:

Ticket attachment content-type matches 'text'.

> 
> Well it's better than nothing. =)
> 
> I'm 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. 
> --------------------------------------------------------
>  
>  
>   
> _______________________________________________
> 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  Wed Sep 29 05:28:09 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Wed, 29 Sep 2004 02:28:09 -0700
Subject: [rt-users] Searching Ticket Body and converting to UTF8
Message-ID: <6D6E09D687772640AA41F009EB85FE0505742369@CPMAL00.corpnet.p1.local>



That did the trick.   Thanks!

> -----Original Message-----
> From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com]
> Sent: Wednesday, September 29, 2004 2:21 AM
> To: Jonathan Chen
> Cc: Harald Wagener; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Searching Ticket Body and converting to UTF8
> 
> Jonathan Chen wrote:
> >
> >
> >
> >
> >>I thought this already is possible, since the 'body' of an email is
> >>just handled as the first mime attachment in RT-Think. So, on the
> >>search page, You should be able to search
> >>
> >>Attachment Content matches foo
> >>
> >>to get any mail that has "foo" in the body.
> >>
> >
> > Wow!  I did not know that.  I've tested it out and it does not work if
> you have real actual attachment.   I had a MS word file and it has
> "outlook" in it and RT found that.  But the ticket history had no
> "outlook" in it.  Also when I tried to look for "Jon" it found "John"
> instead.  So does it match a word that closely resembles "Jon?"
> If you want to avoid real attachments(files) then add another search
> condition:
> 
> Ticket attachment content-type matches 'text'.
> 
> >
> > Well it's better than nothing. =)
> >
> > I'm 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.
> > --------------------------------------------------------
> >
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT wiki at http://wiki.bestpractical.com


From dashy_v2000 at yahoo.com  Wed Sep 29 05:29:01 2004
From: dashy_v2000 at yahoo.com (dashy dude)
Date: Wed, 29 Sep 2004 02:29:01 -0700 (PDT)
Subject: [rt-users] error starting httpd
Message-ID: <20040929092901.84662.qmail@web21005.mail.yahoo.com>

Dear All
I am newbie to this list and RT too!
I have installed RT but when i try to start httpd, i
get following error

----------------------------------
Starting httpd: [Wed Sep 29 15:05:21 2004] [error] The
following parameter was p
assed in the call to HTML::Mason::ApacheHandler::new
but was not listed in the validation options:
default_escape_flags! at
/opt/rt3/lib/RT/Interface/Web/Handler.pm line
122!Compilation failed in require at (eval 4) line 1.!
[Wed Sep 29 15:05:21 2004] [error] Can't load Perl
file: /opt/rt3/bin/webmux.pl
for server mydomain.com:0, exiting...!
-----------------------------------

Please help


	
		
__________________________________
Do you Yahoo!?
New and Improved Yahoo! Mail - 100MB free storage!
http://promotions.yahoo.com/new_mail 


From savage at savage.za.org  Wed Sep 29 06:05:05 2004
From: savage at savage.za.org (Chris Knipe)
Date: Wed, 29 Sep 2004 12:05:05 +0200
Subject: [rt-users] Re: "weak references are not implemented" (was: rt /
	perl 5.8.5?)
References: <20040929094651.8916B1C5EA4@ws1-2a.us4.outblaze.com>
Message-ID: <000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>

No, I haven't.  The mailing list haven't been to helpful either.  Just to 
recap (for the list)...

rt 3.2.1 running,
Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
  Platform:
    osname=freebsd, osvers=4.10-release-p2, archname=i386-freebsd
    uname='freebsd netsphere.cenergynetworks.com 4.10-release-p2 freebsd 
4.10-release-p2 #5: thu aug 5 14:18:54 sast 2004 
root at netsphere.varynet.co.za:usrobjusrsrcsysnetsphere i386 '
    config_args=''
    hint=previous, useposix=true, d_sigaction=define
    usethreads=undef use5005threads=undef useithreads=undef 
usemultiplicity=undef
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='cc', ccflags 
='-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -I/usr/local/include',
    optimize='-O',
    cppflags='-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe 
 -I/usr/local/include -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing 
 -pipe -I/usr/local/include'
    ccversion='', gccversion='2.95.4 20020320 [FreeBSD]', gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='cc', ldflags ='-Wl,-E  -L/usr/local/lib'
    libpth=/usr/lib /usr/local/lib
    libs=-lgdbm -lm -lcrypt -lutil -lc
    perllibs=-lm -lcrypt -lutil -lc
    libc=, so=so, useshrplib=false, libperl=libperl.a
    gnulibc_version=''
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' '
    cccdlflags='-DPIC -fPIC', lddlflags='-shared  -L/usr/local/lib'


Characteristics of this binary (from libperl):
  Compile-time options: USE_LARGE_FILES
  Built under freebsd
  Compiled at Sep  1 2004 08:37:39
  @INC:
    /usr/local/lib/perl5/5.8.5/i386-freebsd
    /usr/local/lib/perl5/5.8.5
    /usr/local/lib/perl5/site_perl/5.8.5/i386-freebsd
    /usr/local/lib/perl5/site_perl/5.8.5
    /usr/local/lib/perl5/site_perl
    .

error log:
[Tue Sep  7 09:37:22 2004] [crit]: weak references are not implemented in 
this release of perl at 
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.
pm line 340.

Stack:
  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143]
  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792]
  [/usr/local/rt/bin/webmux.pl:105]
  [/dev/null:0]
 (/usr/local/rt/bin/webmux.pl:107)

----- Original Message ----- 
From: "Brian McCauley" 
To: 
Sent: Wednesday, September 29, 2004 11:46 AM
Subject: "weak references are not implemented" (was: rt / perl 5.8.5?)


>I seem to have just hit the same problem you hit a few weeks back.  Did you 
>find a solution?
>
> -- 
>     \\   ( )
>  .  _\\__[oo
> .__/  \\ /\@
> .  l___\\
>  # ll  l\\
> ###LL  LL\\
>
> 



From Ruslan.Zakirov at acronis.com  Wed Sep 29 06:37:18 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 14:37:18 +0400
Subject: [rt-users] Re: "weak references are not implemented"
In-Reply-To: <000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>
References: <20040929094651.8916B1C5EA4@ws1-2a.us4.outblaze.com>
	<000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>
Message-ID: <415A905E.4090909@acronis.com>

Please run `perl -e 'use Scalar::Util; print $Scalar::Util::VERSION'`

Then please update Scalar::Util module.
Check if error is still there.

Send us results.

Chris Knipe wrote:
> No, I haven't.  The mailing list haven't been to helpful either.  Just 
> to recap (for the list)...
> 
> rt 3.2.1 running,
> Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
>  Platform:
>    osname=freebsd, osvers=4.10-release-p2, archname=i386-freebsd
>    uname='freebsd netsphere.cenergynetworks.com 4.10-release-p2 freebsd 
> 4.10-release-p2 #5: thu aug 5 14:18:54 sast 2004 
> root at netsphere.varynet.co.za:usrobjusrsrcsysnetsphere i386 '
>    config_args=''
>    hint=previous, useposix=true, d_sigaction=define
>    usethreads=undef use5005threads=undef useithreads=undef 
> usemultiplicity=undef
>    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>    use64bitint=undef use64bitall=undef uselongdouble=undef
>    usemymalloc=n, bincompat5005=undef
>  Compiler:
>    cc='cc', ccflags ='-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H 
> -fno-strict-aliasing -pipe -I/usr/local/include',
>    optimize='-O',
>    cppflags='-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing 
> -pipe -I/usr/local/include -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H 
> -fno-strict-aliasing -pipe -I/usr/local/include'
>    ccversion='', gccversion='2.95.4 20020320 [FreeBSD]', gccosandvers=''
>    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
> lseeksize=8
>    alignbytes=4, prototype=define
>  Linker and Libraries:
>    ld='cc', ldflags ='-Wl,-E  -L/usr/local/lib'
>    libpth=/usr/lib /usr/local/lib
>    libs=-lgdbm -lm -lcrypt -lutil -lc
>    perllibs=-lm -lcrypt -lutil -lc
>    libc=, so=so, useshrplib=false, libperl=libperl.a
>    gnulibc_version=''
>  Dynamic Linking:
>    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' '
>    cccdlflags='-DPIC -fPIC', lddlflags='-shared  -L/usr/local/lib'
> 
> 
> Characteristics of this binary (from libperl):
>  Compile-time options: USE_LARGE_FILES
>  Built under freebsd
>  Compiled at Sep  1 2004 08:37:39
>  @INC:
>    /usr/local/lib/perl5/5.8.5/i386-freebsd
>    /usr/local/lib/perl5/5.8.5
>    /usr/local/lib/perl5/site_perl/5.8.5/i386-freebsd
>    /usr/local/lib/perl5/site_perl/5.8.5
>    /usr/local/lib/perl5/site_perl
>    .
> 
> error log:
> [Tue Sep  7 09:37:22 2004] [crit]: weak references are not implemented 
> in this release of perl at 
> /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.
> pm line 340.
> 
> Stack:
>  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143]
>  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792]
>  [/usr/local/rt/bin/webmux.pl:105]
>  [/dev/null:0]
> (/usr/local/rt/bin/webmux.pl:107)
> 
> ----- Original Message ----- From: "Brian McCauley" 
> To: 
> Sent: Wednesday, September 29, 2004 11:46 AM
> Subject: "weak references are not implemented" (was: rt / perl 5.8.5?)
> 
> 
>> I seem to have just hit the same problem you hit a few weeks back.  
>> Did you find a solution?
>>
>> -- 
>>     \\   ( )
>>  .  _\\__[oo
>> .__/  \\ /\@
>> .  l___\\
>>  # ll  l\\
>> ###LL  LL\\
>>
>>
> 
> _______________________________________________
> 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 Sep 29 07:08:06 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 15:08:06 +0400
Subject: [rt-users] Re: "weak references are not implemented"
In-Reply-To: <415A905E.4090909@acronis.com>
References: <20040929094651.8916B1C5EA4@ws1-2a.us4.outblaze.com>	<000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>
	<415A905E.4090909@acronis.com>
Message-ID: <415A9796.20109@acronis.com>

Also grepping on perl source code says that if you have perl with 
SvWEAKREF(which is not conditional) then this error shouldn't appear.

Do you use mod_perl? If so then it's possible that you've compiled 
mod_perl against wrong libperl(perl's).

run `locate libperl`
and send us output.

Ruslan U. Zakirov wrote:
> Please run `perl -e 'use Scalar::Util; print $Scalar::Util::VERSION'`
> 
> Then please update Scalar::Util module.
> Check if error is still there.
> 
> Send us results.
> 
> Chris Knipe wrote:
> 
>> No, I haven't.  The mailing list haven't been to helpful either.  Just 
>> to recap (for the list)...
>>
>> rt 3.2.1 running,
>> Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
>>  Platform:
>>    osname=freebsd, osvers=4.10-release-p2, archname=i386-freebsd
>>    uname='freebsd netsphere.cenergynetworks.com 4.10-release-p2 
>> freebsd 4.10-release-p2 #5: thu aug 5 14:18:54 sast 2004 
>> root at netsphere.varynet.co.za:usrobjusrsrcsysnetsphere i386 '
>>    config_args=''
>>    hint=previous, useposix=true, d_sigaction=define
>>    usethreads=undef use5005threads=undef useithreads=undef 
>> usemultiplicity=undef
>>    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>>    use64bitint=undef use64bitall=undef uselongdouble=undef
>>    usemymalloc=n, bincompat5005=undef
>>  Compiler:
>>    cc='cc', ccflags ='-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H 
>> -fno-strict-aliasing -pipe -I/usr/local/include',
>>    optimize='-O',
>>    cppflags='-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H 
>> -fno-strict-aliasing -pipe -I/usr/local/include -DHAS_FPSETMASK 
>> -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -I/usr/local/include'
>>    ccversion='', gccversion='2.95.4 20020320 [FreeBSD]', gccosandvers=''
>>    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>>    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>>    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
>> lseeksize=8
>>    alignbytes=4, prototype=define
>>  Linker and Libraries:
>>    ld='cc', ldflags ='-Wl,-E  -L/usr/local/lib'
>>    libpth=/usr/lib /usr/local/lib
>>    libs=-lgdbm -lm -lcrypt -lutil -lc
>>    perllibs=-lm -lcrypt -lutil -lc
>>    libc=, so=so, useshrplib=false, libperl=libperl.a
>>    gnulibc_version=''
>>  Dynamic Linking:
>>    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' '
>>    cccdlflags='-DPIC -fPIC', lddlflags='-shared  -L/usr/local/lib'
>>
>>
>> Characteristics of this binary (from libperl):
>>  Compile-time options: USE_LARGE_FILES
>>  Built under freebsd
>>  Compiled at Sep  1 2004 08:37:39
>>  @INC:
>>    /usr/local/lib/perl5/5.8.5/i386-freebsd
>>    /usr/local/lib/perl5/5.8.5
>>    /usr/local/lib/perl5/site_perl/5.8.5/i386-freebsd
>>    /usr/local/lib/perl5/site_perl/5.8.5
>>    /usr/local/lib/perl5/site_perl
>>    .
>>
>> error log:
>> [Tue Sep  7 09:37:22 2004] [crit]: weak references are not implemented 
>> in this release of perl at 
>> /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.
>> pm line 340.
>>
>> Stack:
>>  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143]
>>  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792]
>>  [/usr/local/rt/bin/webmux.pl:105]
>>  [/dev/null:0]
>> (/usr/local/rt/bin/webmux.pl:107)
>>
>> ----- Original Message ----- From: "Brian McCauley" 
>> To: 
>> Sent: Wednesday, September 29, 2004 11:46 AM
>> Subject: "weak references are not implemented" (was: rt / perl 5.8.5?)
>>
>>
>>> I seem to have just hit the same problem you hit a few weeks back.  
>>> Did you find a solution?
>>>
>>> -- 
>>>     \\   ( )
>>>  .  _\\__[oo
>>> .__/  \\ /\@
>>> .  l___\\
>>>  # ll  l\\
>>> ###LL  LL\\
>>>
>>>
>>
>> _______________________________________________
>> 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  Wed Sep 29 07:12:36 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 15:12:36 +0400
Subject: [rt-users] Re: "weak references are not implemented"
In-Reply-To: <000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>
References: <20040929094651.8916B1C5EA4@ws1-2a.us4.outblaze.com>
	<000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>
Message-ID: <415A98A4.8020905@acronis.com>

You also may read this for more info:
http://mathforum.org/epigone/modperl/sterdgloxful

Chris Knipe wrote:
[snip]


From Ruslan.Zakirov at acronis.com  Wed Sep 29 07:26:10 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 15:26:10 +0400
Subject: [rt-users] error starting httpd
In-Reply-To: <20040929092901.84662.qmail@web21005.mail.yahoo.com>
References: <20040929092901.84662.qmail@web21005.mail.yahoo.com>
Message-ID: <415A9BD2.9020906@acronis.com>

I think that you have old HTML::Mason module.
RT requires 1.23

If this is true then you didn't setup RT well cause you didn't run 
rt-test-dependencies.

See README for more info.

dashy dude wrote:
> Dear All
> I am newbie to this list and RT too!
> I have installed RT but when i try to start httpd, i
> get following error
> 
> ----------------------------------
> Starting httpd: [Wed Sep 29 15:05:21 2004] [error] The
> following parameter was p
> assed in the call to HTML::Mason::ApacheHandler::new
> but was not listed in the validation options:
> default_escape_flags! at
> /opt/rt3/lib/RT/Interface/Web/Handler.pm line
> 122!Compilation failed in require at (eval 4) line 1.!
> [Wed Sep 29 15:05:21 2004] [error] Can't load Perl
> file: /opt/rt3/bin/webmux.pl
> for server mydomain.com:0, exiting...!
> -----------------------------------
> 
> Please help
> 
> 
> 	
> 		
> __________________________________
> Do you Yahoo!?
> New and Improved Yahoo! Mail - 100MB free storage!
> http://promotions.yahoo.com/new_mail 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From savage at savage.za.org  Wed Sep 29 07:30:40 2004
From: savage at savage.za.org (Chris Knipe)
Date: Wed, 29 Sep 2004 13:30:40 +0200
Subject: [rt-users] Re: "weak references are not implemented"
References: <20040929094651.8916B1C5EA4@ws1-2a.us4.outblaze.com>	<000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>
	<415A905E.4090909@acronis.com> <415A9796.20109@acronis.com>
Message-ID: <000b01c4a617$bff1a5c0$0a01a8c0@ops.cenergynetworks.com>

Hi,

IRT Scalar::Util, the version installed is 1.14, current with current 
available versions from CPAN.  CPAN also further reported the module to be 
up to date.

> Also grepping on perl source code says that if you have perl with 
> SvWEAKREF(which is not conditional) then this error shouldn't appear.

OK... This may be something, seeing that the error only appeared after I 
upgraded (manually) to perl 5.8.5.  Perhaps, I'll give the port version of 
perl 5.8.5 a try again to make sure perl is compiled with the propper 
options.  Is there a quick way to see whether WEAKREF is in fact left out of 
the perl compilation?


> Do you use mod_perl? If so then it's possible that you've compiled 
> mod_perl against wrong libperl(perl's).

Yep, again, I should try running via FastCGI as well...  I did recompile 
mod_perl a couple of times after upgrading to 5.8.5.  Just to proove myself, 
I recompiled mod_perl again now, with the same effects....

===>   Registering installation for mod_perl-1.29_1
===> SECURITY REPORT:
      This port has installed the following files which may act as network
      servers and may therefore pose a remote security risk to the system.
/usr/local/libexec/apache/libperl.so

root at netsphere:/usr/ports/www/mod_perl# ldd 
/usr/local/libexec/apache/libperl.so
/usr/local/libexec/apache/libperl.so:
        libm.so.2 => /usr/lib/libm.so.2 (0x2824d000)
        libcrypt.so.2 => /usr/lib/libcrypt.so.2 (0x28269000)
        libutil.so.3 => /usr/lib/libutil.so.3 (0x28282000)
        libc.so.4 => /usr/lib/libc.so.4 (0x28069000)

root at netsphere:/usr/ports/www/mod_perl# apachectl restart
/usr/local/sbin/apachectl restart: httpd restarted

[Wed Sep 29 11:21:26 2004] [crit]: weak references are not implemented in 
this release of perl at 
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 340.

Stack:
  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143]
  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792]
  [/usr/local/rt/bin/webmux.pl:105]
  [/dev/null:0]
 (/usr/local/rt/bin/webmux.pl:107)

> run `locate libperl`

This is huge... But here it is.
/usr/lib/libperl.a
/usr/lib/libperl.so
/usr/lib/libperl.so.3
/usr/lib/libperl_p.a
/usr/local/lib/perl5/5.8.5/i386-freebsd/CORE/libperl.a
/usr/local/lib/perl5/5.8.5/mach/CORE/libperl.so
/usr/local/libexec/apache/libperl.so
/usr/src/gnu/usr.bin/perl/libperl
/usr/src/gnu/usr.bin/perl/libperl/Makefile
/usr/src/gnu/usr.bin/perl/libperl/config.SH-elf.alpha
/usr/src/gnu/usr.bin/perl/libperl/config.SH-elf.i386

(/usr/obj/usr/src omitted)

--
Chris




> and send us output.
>
> Ruslan U. Zakirov wrote:
>> Please run `perl -e 'use Scalar::Util; print $Scalar::Util::VERSION'`
>>
>> Then please update Scalar::Util module.
>> Check if error is still there.
>>
>> Send us results.
>>
>> Chris Knipe wrote:
>>
>>> No, I haven't.  The mailing list haven't been to helpful either.  Just 
>>> to recap (for the list)...
>>>
>>> rt 3.2.1 running,
>>> Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
>>>  Platform:
>>>    osname=freebsd, osvers=4.10-release-p2, archname=i386-freebsd
>>>    uname='freebsd netsphere.cenergynetworks.com 4.10-release-p2 freebsd 
>>> 4.10-release-p2 #5: thu aug 5 14:18:54 sast 2004 
>>> root at netsphere.varynet.co.za:usrobjusrsrcsysnetsphere i386 '
>>>    config_args=''
>>>    hint=previous, useposix=true, d_sigaction=define
>>>    usethreads=undef use5005threads=undef useithreads=undef 
>>> usemultiplicity=undef
>>>    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>>>    use64bitint=undef use64bitall=undef uselongdouble=undef
>>>    usemymalloc=n, bincompat5005=undef
>>>  Compiler:
>>>    cc='cc', ccflags 
>>> ='-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -I/usr/local/include',
>>>    optimize='-O',
>>>    cppflags='-DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing  
>>> -pipe -I/usr/local/include -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing 
>>>  -pipe -I/usr/local/include'
>>>    ccversion='', gccversion='2.95.4 20020320 [FreeBSD]', gccosandvers=''
>>>    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>>>    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>>>    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
>>> lseeksize=8
>>>    alignbytes=4, prototype=define
>>>  Linker and Libraries:
>>>    ld='cc', ldflags ='-Wl,-E  -L/usr/local/lib'
>>>    libpth=/usr/lib /usr/local/lib
>>>    libs=-lgdbm -lm -lcrypt -lutil -lc
>>>    perllibs=-lm -lcrypt -lutil -lc
>>>    libc=, so=so, useshrplib=false, libperl=libperl.a
>>>    gnulibc_version=''
>>>  Dynamic Linking:
>>>    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' '
>>>    cccdlflags='-DPIC -fPIC', lddlflags='-shared  -L/usr/local/lib'
>>>
>>>
>>> Characteristics of this binary (from libperl):
>>>  Compile-time options: USE_LARGE_FILES
>>>  Built under freebsd
>>>  Compiled at Sep  1 2004 08:37:39
>>>  @INC:
>>>    /usr/local/lib/perl5/5.8.5/i386-freebsd
>>>    /usr/local/lib/perl5/5.8.5
>>>    /usr/local/lib/perl5/site_perl/5.8.5/i386-freebsd
>>>    /usr/local/lib/perl5/site_perl/5.8.5
>>>    /usr/local/lib/perl5/site_perl
>>>    .
>>>
>>> error log:
>>> [Tue Sep  7 09:37:22 2004] [crit]: weak references are not implemented 
>>> in this release of perl at 
>>> /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.
>>> pm line 340.
>>>
>>> Stack:
>>>  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:143]
>>>  [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:792]
>>>  [/usr/local/rt/bin/webmux.pl:105]
>>>  [/dev/null:0]
>>> (/usr/local/rt/bin/webmux.pl:107)
>>>
>>> ----- Original Message ----- From: "Brian McCauley" 
>>> To: 
>>> Sent: Wednesday, September 29, 2004 11:46 AM
>>> Subject: "weak references are not implemented" (was: rt / perl 5.8.5?)
>>>
>>>
>>>> I seem to have just hit the same problem you hit a few weeks back.  Did 
>>>> you find a solution?
>>>>
>>>> -- 
>>>>     \\   ( )
>>>>  .  _\\__[oo
>>>> .__/  \\ /\@
>>>> .  l___\\
>>>>  # ll  l\\
>>>> ###LL  LL\\
>>>>
>>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT wiki at http://wiki.bestpractical.com
> 



From savage at savage.za.org  Wed Sep 29 07:34:23 2004
From: savage at savage.za.org (Chris Knipe)
Date: Wed, 29 Sep 2004 13:34:23 +0200
Subject: [rt-users] Re: "weak references are not implemented"
References: <20040929094651.8916B1C5EA4@ws1-2a.us4.outblaze.com>
	<000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>
	<415A98A4.8020905@acronis.com>
Message-ID: <001501c4a618$44848d20$0a01a8c0@ops.cenergynetworks.com>

> You also may read this for more info:
> http://mathforum.org/epigone/modperl/sterdgloxful

Ok, this was very useful...  Thanks Ruslan,

Brian just confirmed to me as well, hes problem was related to duplicate / 
old versions of modules laying arround.  I just cleared up my old modules 
and discovered that mod_perl was linking to a old / broken version of 
Digest::MD5.  I'm in the process of fixing.

This should definately be related to FreeBSD only?? Seeing that it does have 
a tendency to leave old perl stuff laying arround your entire system after 
upgrades....  There was also a old mod_perl in /usr/lib and I think apache 
was using that instead of the new compiled one in /usr/local/lib.

I should be OK from here on...  Thanks again everyone,

--
Chris.



From Ruslan.Zakirov at acronis.com  Wed Sep 29 07:35:18 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 15:35:18 +0400
Subject: [rt-users] rt-2-0-15 to rt-3.2.2 using rt2-to-rt3-1.23 fails
In-Reply-To: <004401c4a5f9$78fbe3b0$3701a8c0@luminus>
References: <004401c4a5f9$78fbe3b0$3701a8c0@luminus>
Message-ID: <415A9DF6.3000603@acronis.com>

seamus cranley wrote:
> I have searched all the threads, and haven?t found a solution.
>
Does RT3 run fine? Can you login in it via web?

Enable debug log level in RT3.
http://wiki.bestpractical.com/index.cgi?Debug

Then try again and send us info from rt3.log.

> I get these errors every time, even if I create three test tickets in 
> rt-2-0-15 and try to export/import them.
> 
> Been trying to fix this for 3 days, help please.
> 
> It manages to create the original users, but I get lots of these errors, 
> and then it crashes with: Couldn't create ticket HASH(0x9455234).
> 
>  
> 
> .[Wed Sep 29 07:14:44 2004] [error]: Could not create a new user -  
> (/opt/rt3/lib/RT/User_Overlay.pm:260)
> 
> Failed to create user for$VAR1 = {
> 
>           'CryptedPassword' => undef,
> 
>           'Name' => 'Unnamed user 1328
> 
>  
> 
> Couldn't create custom field Importing tickets...t-1151
> 
> Couldn't create ticket HASH(0x9455234) $VAR1 = {
> 
[snip]
> 
> Seamus


From Ruslan.Zakirov at acronis.com  Wed Sep 29 07:51:02 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 15:51:02 +0400
Subject: [rt-users] Re: "weak references are not implemented"
In-Reply-To: <000b01c4a617$bff1a5c0$0a01a8c0@ops.cenergynetworks.com>
References: <20040929094651.8916B1C5EA4@ws1-2a.us4.outblaze.com>	<000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>	<415A905E.4090909@acronis.com>
	<415A9796.20109@acronis.com>
	<000b01c4a617$bff1a5c0$0a01a8c0@ops.cenergynetworks.com>
Message-ID: <415AA1A6.5040400@acronis.com>

Chris Knipe wrote:
> Hi,
> 
> IRT Scalar::Util, the version installed is 1.14, current with current 
> available versions from CPAN.  CPAN also further reported the module to 
> be up to date.
> 
>> Also grepping on perl source code says that if you have perl with 
>> SvWEAKREF(which is not conditional) then this error shouldn't appear.
> 
> 
> OK... This may be something, seeing that the error only appeared after I 
> upgraded (manually) to perl 5.8.5.  Perhaps, I'll give the port version 
> of perl 5.8.5 a try again to make sure perl is compiled with the propper 
> options.  Is there a quick way to see whether WEAKREF is in fact left 
> out of the perl compilation?
> 
> 
>> Do you use mod_perl? If so then it's possible that you've compiled 
>> mod_perl against wrong libperl(perl's).
> 
> 
> Yep, again, I should try running via FastCGI as well...  I did recompile 
> mod_perl a couple of times after upgrading to 5.8.5.  Just to proove 
> myself, I recompiled mod_perl again now, with the same effects....
Yeah. Below is your problem.

> 
> ===>   Registering installation for mod_perl-1.29_1
> ===> SECURITY REPORT:
>      This port has installed the following files which may act as network
>      servers and may therefore pose a remote security risk to the system.
> /usr/local/libexec/apache/libperl.so
I said "perl's" cause it make _sense_. mod_perl has own libperl file and 
perl itself has one. '/usr/local/libexec/apache/libperl.so' - mod_perl 
DSO library.

[snip]
> 
>> run `locate libperl`
> 
> 
> This is huge... But here it is.
> /usr/lib/libperl.a
> /usr/lib/libperl.so
> /usr/lib/libperl.so.3
> /usr/lib/libperl_p.a
And this is your problem. it's perl's libperl files that should be 
placed into other dirs(like below with 5.8.5 when you have more then one 
perl).

If you want replace old perl with new then you can rm old files from 
/usr/lib/ (don't forget to *backup*) then may be(don't know) you need 
rebuild mod_perl.

> /usr/local/lib/perl5/5.8.5/i386-freebsd/CORE/libperl.a
> /usr/local/lib/perl5/5.8.5/mach/CORE/libperl.so


> 
> -- 
> Chris



From nisse at dc.ltu.se  Wed Sep 29 08:25:50 2004
From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=)
Date: Wed, 29 Sep 2004 14:25:50 +0200
Subject: [rt-users] How do I edit the autoreply?
Message-ID: <415AA9CE.6070705@dc.ltu.se>

Hi!
How do I edit the autoreply?
I try to go to configure->global->templates but there is no templates there.
When I check in the database, autoreply is there but with queue number =0.
How do I edit autoreply, do I have to change it by hand in the database?
/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 Ruslan.Zakirov at acronis.com  Wed Sep 29 08:27:50 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 16:27:50 +0400
Subject: [rt-users] How do I edit the autoreply?
In-Reply-To: <415AA9CE.6070705@dc.ltu.se>
References: <415AA9CE.6070705@dc.ltu.se>
Message-ID: <415AAA46.2020902@acronis.com>

Nils-Erik Svang?rd wrote:
> Hi!
> How do I edit the autoreply?
> I try to go to configure->global->templates but there is no templates 
> there.
You don't have rights too see/edit global templates.

> When I check in the database, autoreply is there but with queue number =0.
> How do I edit autoreply, do I have to change it by hand in the database?
> /nisse
> 



From rmroland at indiana.edu  Wed Sep 29 09:07:09 2004
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Wed, 29 Sep 2004 08:07:09 -0500
Subject: [rt-users] Specify Delimiters in Email
Message-ID: 

Our organization uses Outlook and when hitting reply to an RT-generated
email, the original email is displayed below the new message delimited
by 
"-----Original Message-----" as shown below.  

How do I have RT ignore everything from "-----Original Message-----" on
when adding another entry to the ticket history?


Thanks,




Ryan Roland

Information Technology
Division of Recreational Sports
Indiana University



-----Original Message-----
From: Dennis _____ via RT [mailto:ithelp at wktkt.xxx.xxx]
Sent: Tuesday, September 28, 2004 2:16 PM
To: ____, Tobias W
Subject: RE: [XXX.XXX.XXX #429] ITHR from Tobias W @ Other @ 030


I looked over the speaker system on that unit and found it to be
unresponsive.  I therefore removed the speakers and power supply from
that unit and will return with a "known good set" as soon as time
allows.



Dennis



From Ruslan.Zakirov at acronis.com  Wed Sep 29 09:23:58 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 17:23:58 +0400
Subject: [rt-users] Specify Delimiters in Email
In-Reply-To: 
References: 
Message-ID: <415AB76E.1080707@acronis.com>

1) You can hack on Text::Quoted and learn it how to understand such 
quotation. Then RT will show it with different color.

2) You don't want delete cause it's dangerouse. Users uses context 
answers with such qoutes.

3) You may want to not show this on ticket history, then you can hack 
around html/Ticket/Elements/ShowHistory file.

4) If you still want to delete it then you should hack RT a little 
around Email interface or Attchments creation code.

Roland, Ryan M wrote:
> Our organization uses Outlook and when hitting reply to an RT-generated
> email, the original email is displayed below the new message delimited
> by 
> "-----Original Message-----" as shown below.  
> 
> How do I have RT ignore everything from "-----Original Message-----" on
> when adding another entry to the ticket history?
> 
> 
> Thanks,


From rt at chaka.net  Wed Sep 29 08:57:14 2004
From: rt at chaka.net (Todd Chapman)
Date: Wed, 29 Sep 2004 08:57:14 -0400
Subject: [rt-users] Specify Delimiters in Email
In-Reply-To: 
References: 
Message-ID: <20040929125714.GE7164@chaka.net>

I used to use demime.pl to convert HTML e-mail to text. This
package also had a feature which made it easy to remove the
portion of the e-mail you are interested in.

http://scifi.squawk.com/demime.html

-Todd

On Wed, Sep 29, 2004 at 08:07:09AM -0500, Roland, Ryan M wrote:
> Our organization uses Outlook and when hitting reply to an RT-generated
> email, the original email is displayed below the new message delimited
> by 
> "-----Original Message-----" as shown below.  
> 
> How do I have RT ignore everything from "-----Original Message-----" on
> when adding another entry to the ticket history?
> 
> 
> Thanks,
> 
> 
> 
> 
> Ryan Roland
> 
> Information Technology
> Division of Recreational Sports
> Indiana University
> 
> 
> 
> -----Original Message-----
> From: Dennis _____ via RT [mailto:ithelp at wktkt.xxx.xxx]
> Sent: Tuesday, September 28, 2004 2:16 PM
> To: ____, Tobias W
> Subject: RE: [XXX.XXX.XXX #429] ITHR from Tobias W @ Other @ 030
> 
> 
> I looked over the speaker system on that unit and found it to be
> unresponsive.  I therefore removed the speakers and power supply from
> that unit and will return with a "known good set" as soon as time
> allows.
> 
> 
> 
> Dennis
> 
> _______________________________________________
> 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 at venturenet.co.za  Wed Sep 29 09:25:14 2004
From: peter at venturenet.co.za (Peter Kolbe)
Date: Wed, 29 Sep 2004 15:25:14 +0200
Subject: [rt-users] standalone_httpd
Message-ID: <004201c4a627$c0e9a710$22180ec4@peterlaptop>

Hi Guys

Does anybody know whether standalone_httpd is meant for multiple connections.
I am accessing it via 5 machines, and every now and then it dies, (I have put it in inittab so it restarts itself)
also if somebody is doing a bulk update, nobody else can access it.

I do like the speed of standalone_httpd for RT3 compared to Apache, it is 10x faster with standalone_httpd!

RHL9 Perl 5.8.5 RT3.2.1


Regards
Peter
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From vivek at khera.org  Wed Sep 29 10:16:13 2004
From: vivek at khera.org (Vivek Khera)
Date: Wed, 29 Sep 2004 10:16:13 -0400
Subject: [rt-users] Re: "weak references are not implemented"
In-Reply-To: <001501c4a618$44848d20$0a01a8c0@ops.cenergynetworks.com>
References: <20040929094651.8916B1C5EA4@ws1-2a.us4.outblaze.com>
	<000601c4a60b$cb841aa0$0a01a8c0@ops.cenergynetworks.com>
	<415A98A4.8020905@acronis.com>
	<001501c4a618$44848d20$0a01a8c0@ops.cenergynetworks.com>
Message-ID: <1E92472F-1222-11D9-8D20-000A9578CFCC@khera.org>


On Sep 29, 2004, at 7:34 AM, Chris Knipe wrote:

> This should definately be related to FreeBSD only?? Seeing that it 
> does have a tendency to leave old perl stuff laying arround your 
> entire system after upgrades....  There was also a old mod_perl in 
> /usr/lib and I think apache was using that instead of the new compiled 
> one in /usr/local/lib.

When you upgrade perl and set up CPAN for the new version, one of the 
options is to have CPAN uninstall any old copies of files it updates 
that may be in different locations on your search path.  You should set 
that option.  Also using the ports in freebsd to install perl and 
"activate" that version helps a lot to avoid accidentally using the old 
perl.


=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Vivek Khera, Ph.D.                MailerMailer, LLC     Rockville, MD
http://www.MailerMailer.com/                     +1-301-869-4449 x806

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From vivek at khera.org  Wed Sep 29 10:18:45 2004
From: vivek at khera.org (Vivek Khera)
Date: Wed, 29 Sep 2004 10:18:45 -0400
Subject: [rt-users] standalone_httpd
In-Reply-To: <004201c4a627$c0e9a710$22180ec4@peterlaptop>
References: <004201c4a627$c0e9a710$22180ec4@peterlaptop>
Message-ID: <796369C6-1222-11D9-8D20-000A9578CFCC@khera.org>


On Sep 29, 2004, at 9:25 AM, Peter Kolbe wrote:

> Does anybody know whether standalone_httpd is meant for multiple 
> connections.
> I am accessing it via 5 machines, and every now and then it dies, (I 
> have put it in inittab so it restarts itself)
> also if somebody is doing a bulk update, nobody else can access it.
>

It is really intended for single person desktop use, or development of 
RT use, really.  I personally use it for testing and debugging DB 
issues on a copy of my live database.

> I do like the speed of standalone_httpd for RT3 compared to Apache, it 
> is 10x faster with standalone_httpd!

You must have set something up funny then.

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

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From rmroland at indiana.edu  Wed Sep 29 10:23:37 2004
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Wed, 29 Sep 2004 09:23:37 -0500
Subject: [rt-users] Specify Delimiters in Email
Message-ID: 

> 1) You can hack on Text::Quoted and learn it how to understand such 
> quotation. Then RT will show it with different color.

Well, since the original message is already in the history from the
previous correspondence, there is no real need to display it.

> 2) You don't want delete cause it's dangerouse. Users uses context 
> answers with such qoutes.

I would obviously check to see if the content of what is above the
delimiter is substantial content or not.  I could also perform a check
on what is below the delimiter and if substantially different from the
previous correspondence, then include it.

> 3) You may want to not show this on ticket history, then you can hack 
> around html/Ticket/Elements/ShowHistory file.

So it will still sit in the DB, but parse it out at display time instead
of input time?

> 4) If you still want to delete it then you should hack RT a little 
> around Email interface or Attchments creation code.

So there's nothing like an "input template" or anything which defines
how incoming mail is parsed and placed in the history?  If hack on the
code I must, where might I look to do this?  i.e. where is the email and
attachments code?

I wasn't sure if there was a template type of solution to this or if
source hacking was the only answer.



From johndoe19841984 at yahoo.com  Wed Sep 29 10:25:13 2004
From: johndoe19841984 at yahoo.com (John Doe)
Date: Wed, 29 Sep 2004 07:25:13 -0700 (PDT)
Subject: [rt-users] 
	Modify ticket status by email, and default owner in queue
Message-ID: <20040929142513.29407.qmail@web61301.mail.yahoo.com>

Hi!

Firstly i'd like to thank BestPractical and all the
community for this excellent piece of software.

I've got a couple of questions.

I want to be able to modify a ticket status by sending
an email to rt. I remember that someone posted a way
to do it, using just a scrip and some custom headers
in the email.

Unfortunately, i cannot find it in the web anymore.
Does anyone have a link to that message? I don't want
to modify the sources, i'd like to use just a scrip.

Also, i'd like to set a default assignee for new
tickets (for each queue, or globally, i don't mind). I
haven't found a way, either.
Does anybody know how to do it? With a scrip?
Modifying the sources?

Really, really thanks for your time.

-- J


		
__________________________________
Do you Yahoo!?
Yahoo! Mail - 50x more storage than other providers!
http://promotions.yahoo.com/new_mail


From smccartney at hondros.edu  Wed Sep 29 10:49:12 2004
From: smccartney at hondros.edu (McCartney, Sean)
Date: Wed, 29 Sep 2004 10:49:12 -0400
Subject: [rt-users] Win32 Email Question
Message-ID: 

 

	I have the same problem as outlined in this thread.  I replaced
the file in question with the one provided.  It did change the error,
but did not seem to resolve it.
	 
	I now get the following:
	 
	The RT server which handled your email did not behave as
expected. It
	said:
	 
	

	fetchmail: MDA returned nonzero status 75
	 not flushed
	fetchmail: sleeping at Wed Sep 29 10:23:45 2004
	 
	Thanks for the help,
	 
	Sean
	_____________________________
	 
	On Thu, Sep 16, 2004 at 09:24:11AM -0500, Michael H. Brown
wrote:
	> I am getting closer I believe. I am able to get rt-mailgate to
check
	> the proper email account on our Exchange server and it sees
that there
	> are messages. However I am getting the following error after
it checks
	> the mail:
	
	Hey, the attached webmux.pl.in should fix things; just overwrite
the copy
	in "C:\Program Files\OurInternet\Request Tracker\rt\bin" with
this.
	
	Let me know if this works or breaks; I'll make sure it works on
3.0.12-win32.
	
	Thanks,
	/Autrijus/
	#!@PERL@
	# BEGIN LICENSE BLOCK
	#
	# Copyright (c) 1996-2003 Jesse Vincent  >
	#
	# (Except where explictly superceded by other copyright notices)
	#
	# This work is made available to you under the terms of Version
2 of
	# the GNU General Public License. A copy of that license should
have
	# been provided with this software, but in any event can be
snarfed
	# from www.gnu.org  .
	#
	# This work is distributed in the hope that it will be useful,
but
	# WITHOUT ANY WARRANTY; without even the implied warranty of
	# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
GNU
	# General Public License for more details.
	#
	# Unless otherwise specified, all modifications, corrections or
	# extensions to this work which alter its source code become the
	# property of Best Practical Solutions, LLC when submitted for
	# inclusion in the work.
	#
	#
	# END LICENSE BLOCK
	
	use strict;
	
	BEGIN {
	
	    $ENV{'PATH'}   = '/bin:/usr/bin';                     # or
whatever you need
	    $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'};
	

	    eval { require Apache2; require APR::Table; require
MasonX::Apache2Handler; 1 } or
	    eval { require Apache2; require Apache::compat; 1 } or die
$@
	      if $ENV{'MOD_PERL'}
	      and $ENV{'MOD_PERL'} =~ m{mod_perl/(?:2|1\.9)};
	

	}
	
	use lib ( "@LOCAL_LIB_PATH@", "@RT_LIB_PATH@" );
	use RT;
	
	package RT::Mason;
	
	use CGI qw(-private_tempfiles); #bring this in before mason, to
make sure we
	
	                                   #set private_tempfiles
	

	use HTML::Mason; # brings in subpackages: Parser, Interp, etc.
	
	use vars qw($Nobody $SystemUser $Handler $r);
	
	#This drags in RT's config.pm
	RT::LoadConfig();
	
	use Carp;
	
	{
	
	
	    package HTML::Mason::Commands;
	    use vars qw(%session);
	

	    use RT::Tickets;
	    use RT::Transactions;
	    use RT::Users;
	    use RT::CurrentUser;
	    use RT::Templates;
	    use RT::Queues;
	    use RT::ScripActions;
	    use RT::ScripConditions;
	    use RT::Scrips;
	    use RT::Groups;
	    use RT::GroupMembers;
	    use RT::CustomFields;
	    use RT::CustomFieldValues;
	    use RT::TicketCustomFieldValues;
	

	    use RT::Interface::Web;
	    use MIME::Entity;
	    use Text::Wrapper;
	    use CGI::Cookie;
	    use Time::ParseDate;
	    use HTML::Entities;
	    use HTML::Scrubber;
	    use Text::Quoted;
	
	}
	
	use RT::Interface::Web::Handler;
	$Handler =
RT::Interface::Web::Handler->new(@RT::MasonParameters);
	
	sub handler {
	
	    ($r) = @_;
	

	    local $SIG{__WARN__};
	    local $SIG{__DIE__};
	

	    RT::Init();
	

	    # We don't need to handle non-text, non-xml items
	    if ($r->content_type =~ m/^httpd\b.*\bdirectory/i) {
	        # Our DirectoryIndex is always index.html, regardless of
httpd settings
	        $r->filename( $r->filename . 'index.html' );
	    }
	    elsif (defined( $r->content_type )) {
	        $r->content_type =~ m!(^text/|\bxml\b)!i or return -1;
	    }
	

	    my %session;
	    my $status;
	    eval { $status = $Handler->handle_request($r) };
	    if ($@) {
	        $RT::Logger->crit($@);
	    }
	

	    undef(%session);
	

	    if ( $RT::Handle->TransactionDepth ) {
	        $RT::Handle->ForceRollback;
	        $RT::Logger->crit(
	
	"Transaction not committed. Usually indicates a software fault.
Data loss may have occurred"
	
	        );
	    }
	    return $status;
	
	}
	
	1;
	

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From Matt at everyonesmile.com  Wed Sep 29 10:54:46 2004
From: Matt at everyonesmile.com (Matt)
Date: Wed, 29 Sep 2004 10:54:46 -0400
Subject: [rt-users] (no subject)
Message-ID: <20040929145800.0770384C00F@pallas.eruditorum.org>

Does anyone know a reasonable way to crop images and render images with text
in high enough quality to print? 

 

Thanks

 

M

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From brownmh at senexco.com  Wed Sep 29 11:00:37 2004
From: brownmh at senexco.com (Michael H. Brown)
Date: Wed, 29 Sep 2004 10:00:37 -0500
Subject: [rt-users] Win32 Email Question
Message-ID: <78C2D3EE0645BE48BBF399454EA463640145C456@mail.senexco.com>

Did you restart the Request Tracker Service?
 
Also if you go to the newest version, you shouldn't have this problem at
all.  Check out
http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide to get the
latest version.  I also put some instructions at the bottom of this page
to describe what I did to get things working before I upgraded.
 
Thanks, 
     mhb 
Michael H. Brown 
Network Administrator 
Senex Services Corp. 
317.613.3000 ext. 217 
brownmh at senexco.com 
http://www.senexco.com 
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
McCartney, Sean
Sent: Wednesday, September 29, 2004 9:49 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Win32 Email Question
 
 
	I have the same problem as outlined in this thread.  I replaced
the file in question with the one provided.  It did change the error,
but did not seem to resolve it.
	 
	I now get the following:
	 
	The RT server which handled your email did not behave as
expected. It
	said:
	 
	
	fetchmail: MDA returned nonzero status 75
	 not flushed
	fetchmail: sleeping at Wed Sep 29 10:23:45 2004
	 
	Thanks for the help,
	 
	Sean
	_____________________________
	 
	On Thu, Sep 16, 2004 at 09:24:11AM -0500, Michael H. Brown
wrote:
	> I am getting closer I believe. I am able to get rt-mailgate to
check
	> the proper email account on our Exchange server and it sees
that there
	> are messages. However I am getting the following error after
it checks
	> the mail:
	
	Hey, the attached webmux.pl.in should fix things; just overwrite
the copy
	in "C:\Program Files\OurInternet\Request Tracker\rt\bin" with
this.
	
	Let me know if this works or breaks; I'll make sure it works on
3.0.12-win32.
	
	Thanks,
	/Autrijus/
	#!@PERL@
	# BEGIN LICENSE BLOCK
	#
	# Copyright (c) 1996-2003 Jesse Vincent  >
	#
	# (Except where explictly superceded by other copyright notices)
	#
	# This work is made available to you under the terms of Version
2 of
	# the GNU General Public License. A copy of that license should
have
	# been provided with this software, but in any event can be
snarfed
	# from www.gnu.org  .
	#
	# This work is distributed in the hope that it will be useful,
but
	# WITHOUT ANY WARRANTY; without even the implied warranty of
	# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
GNU
	# General Public License for more details.
	#
	# Unless otherwise specified, all modifications, corrections or
	# extensions to this work which alter its source code become the
	# property of Best Practical Solutions, LLC when submitted for
	# inclusion in the work.
	#
	#
	# END LICENSE BLOCK
	
	use strict;
	
	BEGIN {
	    $ENV{'PATH'}   = '/bin:/usr/bin';                     # or
whatever you need
	    $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'};
	 
	    eval { require Apache2; require APR::Table; require
MasonX::Apache2Handler; 1 } or
	    eval { require Apache2; require Apache::compat; 1 } or die
$@
	      if $ENV{'MOD_PERL'}
	      and $ENV{'MOD_PERL'} =~ m{mod_perl/(?:2|1\.9)};
	
	}
	
	use lib ( "@LOCAL_LIB_PATH@", "@RT_LIB_PATH@" );
	use RT;
	
	package RT::Mason;
	
	use CGI qw(-private_tempfiles); #bring this in before mason, to
make sure we
	                                   #set private_tempfiles
	
	use HTML::Mason; # brings in subpackages: Parser, Interp, etc.
	
	use vars qw($Nobody $SystemUser $Handler $r);
	
	#This drags in RT's config.pm
	RT::LoadConfig();
	
	use Carp;
	
	{
	    package HTML::Mason::Commands;
	    use vars qw(%session);
	 
	    use RT::Tickets;
	    use RT::Transactions;
	    use RT::Users;
	    use RT::CurrentUser;
	    use RT::Templates;
	    use RT::Queues;
	    use RT::ScripActions;
	    use RT::ScripConditions;
	    use RT::Scrips;
	    use RT::Groups;
	    use RT::GroupMembers;
	    use RT::CustomFields;
	    use RT::CustomFieldValues;
	    use RT::TicketCustomFieldValues;
	 
	    use RT::Interface::Web;
	    use MIME::Entity;
	    use Text::Wrapper;
	    use CGI::Cookie;
	    use Time::ParseDate;
	    use HTML::Entities;
	    use HTML::Scrubber;
	    use Text::Quoted;
	}
	
	use RT::Interface::Web::Handler;
	$Handler =
RT::Interface::Web::Handler->new(@RT::MasonParameters);
	
	sub handler {
	    ($r) = @_;
	 
	    local $SIG{__WARN__};
	    local $SIG{__DIE__};
	 
	    RT::Init();
	 
	    # We don't need to handle non-text, non-xml items
	    if ($r->content_type =~ m/^httpd\b.*\bdirectory/i) {
	        # Our DirectoryIndex is always index.html, regardless of
httpd settings
	        $r->filename( $r->filename . 'index.html' );
	    }
	    elsif (defined( $r->content_type )) {
	        $r->content_type =~ m!(^text/|\bxml\b)!i or return -1;
	    }
	 
	    my %session;
	    my $status;
	    eval { $status = $Handler->handle_request($r) };
	    if ($@) {
	        $RT::Logger->crit($@);
	    }
	 
	    undef(%session);
	 
	    if ( $RT::Handle->TransactionDepth ) {
	        $RT::Handle->ForceRollback;
	        $RT::Logger->crit(
	"Transaction not committed. Usually indicates a software fault.
Data loss may have occurred"
	        );
	    }
	    return $status;
	}
	
	1;

----------------------------------------------------------------------------------------
The Senex Services Corp. email system added the following official information to this message.
----------------------------------------------------------------------------------------
NOTICE OF CONFIDENTIALITY
----------------------------------------------------------------------------------------
The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. 
========================================================================================


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From nisse at dc.ltu.se  Wed Sep 29 11:01:20 2004
From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=)
Date: Wed, 29 Sep 2004 17:01:20 +0200
Subject: [rt-users] How do I edit the autoreply?
In-Reply-To: <415AAA46.2020902@acronis.com>
References: <415AA9CE.6070705@dc.ltu.se> <415AAA46.2020902@acronis.com>
Message-ID: <415ACE40.6020908@dc.ltu.se>

Ruslan U. Zakirov wrote:

> Nils-Erik Svang?rd wrote:
>
>> Hi!
>> How do I edit the autoreply?
>> I try to go to configure->global->templates but there is no templates 
>> there.
>
> You don't have rights too see/edit global templates.
>
>> When I check in the database, autoreply is there but with queue 
>> number =0.
>> How do I edit autoreply, do I have to change it by hand in the database?
>> /nisse
>>
>
But I have superuser priviliges, and root isnt allowed to login since 
all authentication is against the LDAP server. And also the root user 
vanished when I upgraded from RT2.0.5
/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 ray.walters at kiffanalytical.com  Wed Sep 29 11:19:51 2004
From: ray.walters at kiffanalytical.com (Ray Walters)
Date: Wed, 29 Sep 2004 08:19:51 -0700
Subject: [rt-users] Thanks everyone
Message-ID: <415AD297.1050408@kiffanalytical.com>

   I just wanted to thank everyone for how much work has been put into 
RT.  Jesse Vincent, of course, and the whole BestPractical team for 
creating it and releasing it open source, but two people have posted 
improvements and patches that have proved especially useful to me.  Even 
when I don't have any problems, these two will post patches that enhance 
my experience in some way, or just expand my understanding of the 
internals of RT.  Ruslan U. Zakirov has posted patch after patch, and 
even if I didn't need the functionality, I would frequently look at the 
patch and it would spark an idea about how I could improve the user 
experience or extract reporting data in a more elegant fashion.  And I 
wanted to thank Vivek Khera for the research into RT's indexes.  I 
didn't experience the same degree of acceleration as some reported, but 
I have noticed a marked improvement.  So, that was all.  No problems to 
report, RT is running like a champ, and it has become an amazingly 
useful tool in the daily I.T. operations.  Thanks again everybody!

Ray


From Ruslan.Zakirov at acronis.com  Wed Sep 29 11:44:59 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Wed, 29 Sep 2004 19:44:59 +0400
Subject: [rt-users] How do I edit the autoreply?
In-Reply-To: <415ACE40.6020908@dc.ltu.se>
References: <415AA9CE.6070705@dc.ltu.se> <415AAA46.2020902@acronis.com>
	<415ACE40.6020908@dc.ltu.se>
Message-ID: <415AD87B.7000102@acronis.com>

Nils-Erik Svang?rd wrote:
> Ruslan U. Zakirov wrote:
> 
>> Nils-Erik Svang?rd wrote:
>>
>>> Hi!
>>> How do I edit the autoreply?
>>> I try to go to configure->global->templates but there is no templates 
>>> there.
>>
>>
>> You don't have rights too see/edit global templates.
>>
>>> When I check in the database, autoreply is there but with queue 
>>> number =0.
It's OK. '0' is "alias" for global queue.

>>> How do I edit autoreply, do I have to change it by hand in the database?
>>>
>>
> But I have superuser priviliges, and root isnt allowed to login since 
Hmm, superuser priveleges should be enough.

> all authentication is against the LDAP server. And also the root user 
> vanished when I upgraded from RT2.0.5
It should be considered as bug, what RT version do you have now?
Also, can you send us DB query log that is generated when you touch this 
page?

> /nisse
> 



From hubert.lubaczewski at eo.pl  Wed Sep 29 11:58:06 2004
From: hubert.lubaczewski at eo.pl (hubert lubaczewski)
Date: Wed, 29 Sep 2004 17:58:06 +0200
Subject: [rt-users] first time writing scrips,
	and having problems with auto-resolving and setting
	transation's timetaken
Message-ID: <20040929155805.GA13942@eo.pl>

hi
first of all - i'm using rt 3.0.6. (will be upgradeing very soon, but
right now it's all i have).

i wanted to write a scrip which will allow me to resolve tickets and set
"timetaken" per transaction in mails i send to rt (which later are added
as correspondence to tickets).
so i wrote this scrip:

#v+
my $sContent = $self->TransactionObj->ContentObj->Content;
my $sCreator = $self->TransactionObj->CreatorObj->EmailAddress;

return 1 unless $sCreator =~ /^[a-z\.]+\@OUR_DOMAIN$/;

$sContent =~ s/\s*$//;     # this makes $sContent
$sContent =~ s/^.*\n//s;   # Contain only last non-empty line
return 1 unless $sContent =~ s/^xx:\s+//;

if ($sContent =~ s/(^|\s+)w:(\d+)($|\s+)/ /) {
	my $tic = $self->TicketObj;
	my @a = $tic->SetTimeWorked( $tic->TimeWorked + $2 );

}
if ($sContent =~ s/(^|\s+)s:(resolved|stalled|rejected)($|\s+)/ /) {
	$self->TicketObj->SetStatus($2);
}

return 1;
#v-

looks simple.
1st.
 i would like to set timetaken per transation, but when i tried:
 $self->TransactionObj->SetTimeTaken($2);
 i got error: Immutable Field.

 is there anything i can do without modifiyng .pm's (i know about
 writing _Local.pm's, but i dont like the idea).

2nd (and more important).
 When i do SetStatus this way - it works, BUT - then goes global scrip:
 "On Correspond Open Tickets with template Blank"
 which is (as far as i know) standard in rt.

 i like this global scrip so i'm not goging to turn this off, but maybe
 there is a way to temporary disable it when i setstatus otherwise?

i really hope some of you can help me, and sorry for my english.

depesz

-- 
hubert lubaczewski
Network Operations Center
Eo Networks Sp. z o.o.


From seph at directionless.org  Wed Sep 29 13:34:00 2004
From: seph at directionless.org (seph)
Date: Wed, 29 Sep 2004 13:34:00 -0400
Subject: [rt-users] Re: Install RT-3 on Redhat 9
In-Reply-To: <4152C86C.C410B950@utoronto.ca> (Ron Tyro's message of "Thu, 23
	Sep 2004 08:58:20 -0400")
References: <4152C86C.C410B950@utoronto.ca>
Message-ID: 

> I am going to try Redhat 9 on a intel chipset (i386), with MySQL and
> Apache and ActivePerl 5.8.4.

I no longer remember the various details, they should be in the list
archives. But RH9 is known to be pretty bad for RT, I recall that the
shipped perl is known to cause corruption.

seph


From richard at freegeek.org  Wed Sep 29 13:23:27 2004
From: richard at freegeek.org (Richard Seymour)
Date: Wed, 29 Sep 2004 10:23:27 -0700
Subject: [rt-users] Sending an email when a ticket is created
Message-ID: <415AEF8F.5050604@freegeek.org>

We are using RT from debian sarge.

We have a web form that fires off an email to create a ticket. That part 
works fine.

We want to send an email out to a list of volunteers when that ticket is 
created, so that one of them might pick up the ticket and take cahrge. 
There all on a mailing list, so I initially tried adding the mailing 
list address to admincc: for that queue, which works, but now we're 
getting too much mail from RT on that list.

What's the best way to get *just* the notice of a new ticket (with the 
initial contents of the ticket) but not all the followup comments and such?

TIA.


-- 
Oil can what?
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Richard Seymour, That Man Behind the Curtain



From ron.tyro at utoronto.ca  Wed Sep 29 14:24:06 2004
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 29 Sep 2004 14:24:06 -0400
Subject: [rt-users] Re: Install RT-3 on Redhat 9
References: <4152C86C.C410B950@utoronto.ca> 
Message-ID: <415AFDC6.4FA28659@utoronto.ca>

Thanks to everyone who replied to my questions.

I've decided to go with either Fedora or Debian (when the cd's arrive).

Thanks,
Ron

seph wrote:
> 
> > I am going to try Redhat 9 on a intel chipset (i386), with MySQL and
> > Apache and ActivePerl 5.8.4.
> 
> I no longer remember the various details, they should be in the list
> archives. But RH9 is known to be pretty bad for RT, I recall that the
> shipped perl is known to cause corruption.
> 
> seph

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto


From Joseph_Micciche at Progressive.com  Wed Sep 29 14:59:51 2004
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Wed, 29 Sep 2004 14:59:51 -0400
Subject: [rt-users] Execution order of scrips?
Message-ID: 





RT3.0.7_01 on Solaros 5.8, MySQL 4.0.13, Apache 1.3.x + mod_perl.

Our RT worked fine for almost a year now. However, the past few weeks we've
frequently experienced cases where scrips don't run.

I have default scrips from 3.0.7_01.

For example, the scrip OnCorrespondNotifyOtherRecipients doesn't execute,
but Notify Requestors, Notify Admin will run on correspondence.

Or, OnCorresspondNotifyRequestors won't execute, but all other correspond
scrips will.

This is driving us nuts, because I have to parse the logs to see who got
which email then generate mail through the web UI.

I looked at this in the wiki but it's nonsense to me:
http://wiki.bestpractical.com/index.cgi?ScripExecOrder

Thanks for any help.

Joe Micciche



From david.falkenburger at rbc.com  Wed Sep 29 14:58:43 2004
From: david.falkenburger at rbc.com (david.falkenburger at rbc.com)
Date: Wed, 29 Sep 2004 14:58:43 -0400
Subject: [rt-users] question about logged in user display
Message-ID: <1AA4003F8D264140917F84EDBF6ED8590263D2E9@sew01063.maple.fg.rbc.com>

Just wondering if there is a config option to display the real name or
nickname instead of the userid. I have set up RT to use the lan id's and
they are pretty cryptic and mostly numeric. Hard to recognize who updated a
ticket, or owns etc. Would be nice to display instead the real name or nick
name instead of the userid, or in addition to the userid.
 
Is this option available? Maybe near future?
 
Do I just go in a mod the current code to provide this for now?
 
Thanks.
Dave

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

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.

============================================================
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From alexb at WPI.EDU  Wed Sep 29 14:47:15 2004
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Wed, 29 Sep 2004 14:47:15 -0400
Subject: [rt-users] Still having email attatchment corruption after Perl
	upgrade
Message-ID: <0FDFC33E89EC734387E0359C1662EFB50C7E50B1@mail.admin.wpi.edu>

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 

 
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From seamus at pur.nu  Wed Sep 29 14:26:55 2004
From: seamus at pur.nu (seamus at pur.nu)
Date: Wed, 29 Sep 2004 08:26:55 -1000 (HST)
Subject: [rt-users] rt-2-0-15 to rt-3.2.2 using rt2-to-rt3-1.23 fails
In-Reply-To: <415A9DF6.3000603@acronis.com>
References: <004401c4a5f9$78fbe3b0$3701a8c0@luminus> 
	<415A9DF6.3000603@acronis.com>
Message-ID: <39516.216.57.207.42.1096482415.squirrel@pur.nu>


 Hello,

 Yes, RT3 runs fine, I can login and create users and queues, etc.

 When I trt to run dumpfile-to-rt-3.0, I get the following it rt3.log

 after I setup Debug as requested.

 [Wed Sep 29 18:12:21 2004] [warning]: DBD::mysql::st execute failed:
Unknown column 'CryptedPassword' in 'field list' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Users (EmailAddress, Creator, Password,
LastUpdatedBy, CryptedPassword, Created, id, Name, LastUpdated) VALUES (?,
?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [error]: Could not create a new user - 
(/opt/rt3/lib/RT/User_Overlay.pm:238)
[Wed Sep 29 18:12:21 2004] [warning]: DBD::mysql::st execute failed:
Unknown column 'CryptedPassword' in 'field list' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Users (EmailAddress, Creator, Password,
LastUpdatedBy, CryptedPassword, Created, id, Name, LastUpdated) VALUES (?,
?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [error]: Could not create a new user - 
(/opt/rt3/lib/RT/User_Overlay.pm:238)
[Wed Sep 29 18:12:21 2004] [warning]: DBD::mysql::st execute failed:
Unknown column 'CryptedPassword' in 'field list' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Users (EmailAddress, Creator, Password,
LastUpdatedBy, CryptedPassword, Created, id, Name, LastUpdated) VALUES (?,
?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [error]: Could not create a new user - 
(/opt/rt3/lib/RT/User_Overlay.pm:238)
[Wed Sep 29 18:12:21 2004] [warning]: DBD::mysql::st execute failed:
Unknown column 'CryptedPassword' in 'field list' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Users (EmailAddress, Creator, Password,
LastUpdatedBy, CryptedPassword, Created, id, Name, LastUpdated) VALUES (?,
?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [error]: Could not create a new user - 
(/opt/rt3/lib/RT/User_Overlay.pm:238)
[Wed Sep 29 18:12:21 2004] [warning]: DBD::mysql::st execute failed:
Unknown column 'CryptedPassword' in 'field list' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Users (EmailAddress, Creator, Password,
LastUpdatedBy, CryptedPassword, Created, id, Name, LastUpdated) VALUES (?,
?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [error]: Could not create a new user - 
(/opt/rt3/lib/RT/User_Overlay.pm:238)
[Wed Sep 29 18:12:21 2004] [warning]:  at /opt/rt3/lib/RT/ACE_Overlay.pm
line 884
        RT::ACE::_CanonicalizePrincipal('RT::ACE=HASH(0x91aa724)','undef','')
called at /opt/rt3/lib/RT/ACE_Overlay.pm line 201
        RT::ACE::Create('RT::ACE=HASH(0x91aa724)','RightName','SuperUser','Object','RT::System=HASH(0x967b6f4)','PrincipalType','','PrincipalId','undef',...)
called at /opt/rt3/lib/RT/Principal_Overlay.pm line 139
        RT::Principal::GrantRight('RT::Principal=HASH(0x9e11e70)','Object','RT::System=HASH(0x967b6f4)','Right','SuperUser')
called at ./dumpfile-to-rt-3.0 line 192
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
[Wed Sep 29 18:12:21 2004] [crit]: Can't load a principal for id 
(/opt/rt3/lib/RT/ACE_Overlay.pm:885)
[Wed Sep 29 18:12:21 2004] [warning]: Use of uninitialized value in join
or string at (eval 206) line 2.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [warning]:  at /opt/rt3/lib/RT/ACE_Overlay.pm
line 884
        RT::ACE::_CanonicalizePrincipal('RT::ACE=HASH(0x9e1047c)','undef','')
called at /opt/rt3/lib/RT/ACE_Overlay.pm line 201
        RT::ACE::Create('RT::ACE=HASH(0x9e1047c)','RightName','SuperUser','Object','RT::System=HASH(0x967b6f4)','PrincipalType','','PrincipalId','undef',...)
called at /opt/rt3/lib/RT/Principal_Overlay.pm line 139
        RT::Principal::GrantRight('RT::Principal=HASH(0x9e11e70)','Object','RT::System=HASH(0x967b6f4)','Right','SuperUser')
called at ./dumpfile-to-rt-3.0 line 192
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
[Wed Sep 29 18:12:21 2004] [crit]: Can't load a principal for id 
(/opt/rt3/lib/RT/ACE_Overlay.pm:885)
[Wed Sep 29 18:12:21 2004] [warning]: Use of uninitialized value in join
or string at (eval 206) line 2.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [warning]:  at /opt/rt3/lib/RT/ACE_Overlay.pm
line 884
        RT::ACE::_CanonicalizePrincipal('RT::ACE=HASH(0x9e20c90)','undef','')
called at /opt/rt3/lib/RT/ACE_Overlay.pm line 201
        RT::ACE::Create('RT::ACE=HASH(0x9e20c90)','RightName','SuperUser','Object','RT::System=HASH(0x967b6f4)','PrincipalType','','PrincipalId','undef',...)
called at /opt/rt3/lib/RT/Principal_Overlay.pm line 139
        RT::Principal::GrantRight('RT::Principal=HASH(0x9e11e70)','Object','RT::System=HASH(0x967b6f4)','Right','SuperUser')
called at ./dumpfile-to-rt-3.0 line 192
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:21 2004] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
[Wed Sep 29 18:12:22 2004] [crit]: Can't load a principal for id 
(/opt/rt3/lib/RT/ACE_Overlay.pm:885)
[Wed Sep 29 18:12:22 2004] [warning]: Use of uninitialized value in join
or string at (eval 206) line 2.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]:  at /opt/rt3/lib/RT/ACE_Overlay.pm
line 884
        RT::ACE::_CanonicalizePrincipal('RT::ACE=HASH(0x9e21fa4)','undef','')
called at /opt/rt3/lib/RT/ACE_Overlay.pm line 201
        RT::ACE::Create('RT::ACE=HASH(0x9e21fa4)','RightName','SuperUser','Object','RT::System=HASH(0x967b6f4)','PrincipalType','','PrincipalId','undef',...)
called at /opt/rt3/lib/RT/Principal_Overlay.pm line 139
        RT::Principal::GrantRight('RT::Principal=HASH(0x9e11e70)','Object','RT::System=HASH(0x967b6f4)','Right','SuperUser')
called at ./dumpfile-to-rt-3.0 line 192
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
[Wed Sep 29 18:12:22 2004] [crit]: Can't load a principal for id 
(/opt/rt3/lib/RT/ACE_Overlay.pm:885)
[Wed Sep 29 18:12:22 2004] [warning]: Use of uninitialized value in join
or string at (eval 206) line 2.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]:  at /opt/rt3/lib/RT/ACE_Overlay.pm
line 884
        RT::ACE::_CanonicalizePrincipal('RT::ACE=HASH(0x9e20c48)','undef','')
called at /opt/rt3/lib/RT/ACE_Overlay.pm line 201
        RT::ACE::Create('RT::ACE=HASH(0x9e20c48)','RightName','SuperUser','Object','RT::System=HASH(0x967b6f4)','PrincipalType','','PrincipalId','undef',...)
called at /opt/rt3/lib/RT/Principal_Overlay.pm line 139
        RT::Principal::GrantRight('RT::Principal=HASH(0x9e11e70)','Object','RT::System=HASH(0x967b6f4)','Right','SuperUser')
called at ./dumpfile-to-rt-3.0 line 192
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
[Wed Sep 29 18:12:22 2004] [crit]: Can't load a principal for id 
(/opt/rt3/lib/RT/ACE_Overlay.pm:885)
[Wed Sep 29 18:12:22 2004] [warning]: Use of uninitialized value in join
or string at (eval 206) line 2.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]: DBD::mysql::st execute failed:
Column 'Name' cannot be null at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Queues (CorrespondAddress, FinalPriority,
Creator, DefaultDueIn, CommentAddress, InitialPriority, LastUpdatedBy,
Created, Name, Description, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?,
?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]: DBD::mysql::st execute failed:
Column 'Name' cannot be null at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Queues (CorrespondAddress, FinalPriority,
Creator, DefaultDueIn, LastUpdatedBy, InitialPriority, CommentAddress,
Created, Description, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?,
?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]: DBD::mysql::st execute failed:
Column 'Name' cannot be null at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Queues (CorrespondAddress, FinalPriority,
Creator, DefaultDueIn, LastUpdatedBy, InitialPriority, CommentAddress,
Created, Description, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?,
?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]: DBD::mysql::st execute failed:
Duplicate entry '1' for key 1 at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 478.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [warning]: RT::Handle=HASH(0x9677eb0) couldn't
execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type,
InitialPriority, Starts, id, LastUpdated, Subject, FinalPriority, Creator,
Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?,
?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 492.
 (/opt/rt3/lib/RT.pm:250)
[Wed Sep 29 18:12:22 2004] [crit]: Couldn't create a ticket: Internal
Error: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue,
Started, Type, InitialPriority, Starts, id, LastUpdated, Subject,
FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority,
Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate
entry '1' for key 1 (/opt/rt3/lib/RT/Ticket_Overlay.pm:562)





> seamus cranley wrote:
>> I have searched all the threads, and haven?t found a solution.
>>
> Does RT3 run fine? Can you login in it via web?
>
> Enable debug log level in RT3.
> http://wiki.bestpractical.com/index.cgi?Debug
>
> Then try again and send us info from rt3.log.
>
>> I get these errors every time, even if I create three test tickets in
>> rt-2-0-15 and try to export/import them.
>>
>> Been trying to fix this for 3 days, help please.
>>
>> It manages to create the original users, but I get lots of these errors,
>> and then it crashes with: Couldn't create ticket HASH(0x9455234).
>>
>>
>>
>> .[Wed Sep 29 07:14:44 2004] [error]: Could not create a new user -
>> (/opt/rt3/lib/RT/User_Overlay.pm:260)
>>
>> Failed to create user for$VAR1 = {
>>
>>           'CryptedPassword' => undef,
>>
>>           'Name' => 'Unnamed user 1328
>>
>>
>>
>> Couldn't create custom field Importing tickets...t-1151
>>
>> Couldn't create ticket HASH(0x9455234) $VAR1 = {
>>
> [snip]
>>
>> Seamus
>



From nisse at dc.ltu.se  Wed Sep 29 17:43:45 2004
From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=)
Date: Wed, 29 Sep 2004 23:43:45 +0200
Subject: [rt-users] RT returns two autoreplies but with diffren message-ID
Message-ID: <415B2C91.6050605@dc.ltu.se>

I lost, I dont know what the problem is.
When someone send a mail to RT, RT creates one ticket and returns two 
autoreplies with diffrent message-ids.
RT3.2.1.
Does anyone have any idea whats the problem?
/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 dimitry.faynerman at hypermediasystems.com  Wed Sep 29 17:55:06 2004
From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman)
Date: Wed, 29 Sep 2004 14:55:06 -0700
Subject: [rt-users] RT returns two autoreplies but with diffren message-ID
In-Reply-To: <415B2C91.6050605@dc.ltu.se>
Message-ID: <003101c4a66e$fb788710$1204140a@DimitryFaynerman>

Maybe you have two autoreply scrips?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nils-Erik Svang?d
Sent: Wednesday, September 29, 2004 2:44 PM
To: RT
Subject: [rt-users] RT returns two autoreplies but with diffren message-ID

I lost, I dont know what the problem is.
When someone send a mail to RT, RT creates one ticket and returns two 
autoreplies with diffrent message-ids.
RT3.2.1.
Does anyone have any idea whats the problem?
/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 mikef at ack.Berkeley.EDU  Wed Sep 29 18:00:41 2004
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 29 Sep 2004 15:00:41 -0700 (PDT)
Subject: [rt-users] RT3 Documentation
Message-ID: 

First off, could someone tell me where the various display fields for a
ticket are documented with precision?  For example, what is the exact
meaning of 'Told', 'Last Contact', etc.  I"ve looked at the 'User Manual'
at http://wiki.bestpractical.com/, but it doesn't seem to have enough
detail.  Didn't there used to be a full RT3 user manual in PDF, that had
more detail?

I'm trying to convert my RT2 perl scripts to use the RT3 'rt' command as
an interface, just as I do now with RT2.  I know that the API would be
better, but I have yet to find out enough information on how to use the
API.  People have told me to look at the source, but that doesn't help
enough when I don't yet know the basic protocol.  (For example, what
'setup' does each script need:  e.g., which modules do I need to include
in my scripts, what does each one do, how to I retrieve return values and
return codes from each method call, etc.).  I've been looking at sample
scripts and the source for the RT3 library modules, but that still doesn't
explain to me the meaning of the basic perl module components that are
needed by any perl script that is talking to the RT API.  An API document,
such as one can get for CPAN perl modules, would be a very good start.

Even better might be sample code to perform functions like this:

  Create a ticket
  Change a ticket's queue, status, etc.
  Merge tickets
  Find last date/time a ticket was updated (*)
  Search for a ticket with a particular subject line

And with the API, I'd hope to be able to check return status to know if
the operation succeeded or why it failed.

Thanks.

Mike

--------------------------
(*) I'm trying to see how I can determine from a script when a ticket was
last updated (whether by correspondence, comment or change in status).
This seems to be one of the few things I can't do with the 'rt' command.
The web interface shows a 'Last Contact' field, but that value is not set
in the tickets in my database, even though there has been correspondence
on the tickets.  (In RT2, there was a 'last updated' field, which is
really what I need).

------------------------------------------------------------------------------
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 jhause at visi.net  Wed Sep 29 18:24:29 2004
From: jhause at visi.net (Joe Hause)
Date: Wed, 29 Sep 2004 18:24:29 -0400
Subject: [rt-users] Escalation Emails
Message-ID: <000401c4a673$1604a6f0$e0df010a@graphix>


Could someone point me in the right direction as to:

Say a ticket has existed until the priority hits 10,  when that occurs I
want to have it fire off an email to the admin.  Thank you for any help that
can be provided.

 -------------------------------------------------------------
 Joseph Hause Continental Visinet Broadband
 jhause at visi.net http://www.visi.net
 Network Operations 757-873-4500/888-323-4500
-------------------------------------------------------------
############################################################# 



From alandaluz at gmail.com  Wed Sep 29 19:29:57 2004
From: alandaluz at gmail.com (Cassidy B. Larson)
Date: Wed, 29 Sep 2004 17:29:57 -0600
Subject: [rt-users] RT3.2.2 and no Next,Prev links
Message-ID: 

Howdy all,

For some reason this morning, after upgrading a ton of my perl
dependencies I lost the ability in RT3.2.2 to have the 'next' 'prev'
'<<' and '>>' links within a ticket.

Has anybody had the same experience?  Any fixes?

Thanks,

-c

perl:5.8.5
FreeBSD 5.2.1
RT3.2.2


From Brobson at betrusted.com  Wed Sep 29 21:08:50 2004
From: Brobson at betrusted.com (Ben Robson)
Date: Thu, 30 Sep 2004 11:08:50 +1000
Subject: [rt-users] Size of Custom Fields
Message-ID: 

I have recently done an implementation of RT (3.2.1) and have
implemented some custom fields within the queues that I am using.
 
One of the fields I have configured is to act as a labeled field for
taking a specific set of information that I want to hold separate from
the main text field associated with the ticket.
 
The problem I have run up against is that I will get an "Internal Error"
message from RT sometimes when this field is used.
 
Having done a lot of hunting around I have discovered that Postgres'
throws an error complaining that the field contains more than 255
characters (the wrong type for the DB entry type).
 
My question then is given that the custom fields are limited (via the RT
interface) to one of 4 types, and obviously this is where the limit is
set in the process of creating the custom field, how can I make this
custom field take more than the 255 characters it is currently limited
to?
 
Any assistance/direction that can be provided will be greatly
appreciated.
 
Best regards,
Ben Robson
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jesse at bestpractical.com  Wed Sep 29 21:26:12 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Sep 2004 21:26:12 -0400
Subject: [rt-users] Size of Custom Fields
In-Reply-To: 
References: 
Message-ID: <20040930012612.GD7875@pallas.eruditorum.org>



On Thu, Sep 30, 2004 at 11:08:50AM +1000, Ben Robson wrote:
> I have recently done an implementation of RT (3.2.1) and have
> implemented some custom fields within the queues that I am using.
>  
RT 3.3 add "fulltext" custom fields, which is what you need.


From rickm at 3d3.com  Wed Sep 29 23:06:43 2004
From: rickm at 3d3.com (Rick Measham)
Date: Thu, 30 Sep 2004 13:06:43 +1000
Subject: [rt-users] Semi Privileged Users
Message-ID: <1096513602.29266.40.camel@rickm.local>

Maybe I'm not understanding things right here, but I'd like a 'semi
privileged' user.

The user should be able to have rights assigned to them to allow them to
take tickets and view queues. However I don't want the to have access to
the Tools, Preferences, Configuration and Approval buttons on the left
hand side of the screen.

This person is a support mushroom, not an admin.

Am I completely missing something? I can't see how to do this.

Cheers!
Rick Measham



From rickm at 3d3.com  Thu Sep 30 02:18:12 2004
From: rickm at 3d3.com (Rick Measham)
Date: Thu, 30 Sep 2004 16:18:12 +1000
Subject: [rt-users] Saved Searches
Message-ID: <1096525092.29266.55.camel@rickm.local>

Is is possible to put saved searches on the front page? Either as a link
to the search or as an execution of that search? Preferably on a user or
group basis.

I might hack it if someone hasn't already done so.

Cheers!
Rick



From nisse at dc.ltu.se  Thu Sep 30 02:53:09 2004
From: nisse at dc.ltu.se (=?UTF-8?B?Tmlscy1FcmlrIFN2YW5nw6VyZA==?=)
Date: Thu, 30 Sep 2004 08:53:09 +0200
Subject: [rt-users] RT returns two autoreplies but with diffren message-ID
In-Reply-To: <003101c4a66e$fb788710$1204140a@DimitryFaynerman>
References: <003101c4a66e$fb788710$1204140a@DimitryFaynerman>
Message-ID: <415BAD55.1090703@dc.ltu.se>

Dimitry Faynerman wrote:

>Maybe you have two autoreply scrips?
>
>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nils-Erik Svang?d
>Sent: Wednesday, September 29, 2004 2:44 PM
>To: RT
>Subject: [rt-users] RT returns two autoreplies but with diffren message-ID
>
>I lost, I dont know what the problem is.
>When someone send a mail to RT, RT creates one ticket and returns two 
>autoreplies with diffrent message-ids.
>RT3.2.1.
>Does anyone have any idea whats the problem?
>/nisse
>
>  
>
mysql> select id,Queue,Template,ScripAction,Description from Scrips;
+----+-------+----------+-------------+------------------------------------------------------------------------------------------------------+
| id | Queue | Template | ScripAction | 
Description                                                                                          
|
+----+-------+----------+-------------+------------------------------------------------------------------------------------------------------+
|  1 |     0 |        1 |          17 | 
NULL                                                                                                 
|
|  2 |     0 |        3 |           4 | 
NULL                                                                                                 
|
|  3 |     0 |        2 |           1 | 
NULL                                                                                                 
|
|  6 |     0 |        5 |          10 | 
NULL                                                                                                 
|
|  7 |     0 |        5 |          14 | 
NULL                                                                                                 
|
|  9 |     0 |        5 |          13 | 
NULL                                                                                                 
|
| 11 |     2 |        9 |           4 | When an approval ticket is 
created, notify the Owner and AdminCc of the item awaiting their approval |
| 12 |     2 |       12 |          15 | If an approval is rejected, 
reject the original and delete pending approvals                         |
| 13 |     2 |       10 |          15 | When a ticket has been approved 
by any approver, add correspondence to the original ticket           |
| 14 |     2 |       11 |          15 | When a ticket has been approved 
by all approvers, add correspondence to the original ticket          |
| 17 |     0 |        5 |          10 | Imported from RT 
2.0                                                                                 
|
| 18 |     3 |        3 |           4 | Imported from RT 
2.0                                                                                 
|
| 19 |     5 |        3 |           4 | Imported from RT 
2.0                                                                                 
|
| 20 |    10 |        2 |           1 | Imported from RT 
2.0                                                                                 
|
| 21 |    14 |        2 |           1 | Imported from RT 
2.0                                                                                 
|
| 22 |    18 |        3 |           4 | Imported from RT 
2.0                                                                                 
|
| 23 |    20 |        3 |           4 | Imported from RT 
2.0                                                                                 
|
| 24 |    21 |        3 |           4 | Imported from RT 
2.0                                                                                 
|
| 25 |    23 |        3 |           4 | Imported from RT 
2.0                                                                                 
|
| 26 |    24 |        3 |           4 | Imported from RT 
2.0                                                                                 
|
+----+-------+----------+-------------+------------------------------------------------------------------------------------------------------+
20 rows in set (0.00 sec)
mysql> select id,Name,Queue,Type from Templates;
+----+----------------------+-------+------+
| id | Name                 | Queue | Type |
+----+----------------------+-------+------+
|  1 | Blank                |     0 | NULL |
|  2 | Autoreply            |     0 | NULL |
|  3 | Transaction          |     0 | NULL |
|  4 | Admin Correspondence |     0 | NULL |
|  5 | Correspondence       |     0 | NULL |
|  6 | Admin Comment        |     0 | NULL |
|  7 | Status Change        |     0 | NULL |
|  8 | Resolved             |     0 | NULL |
|  9 | New Pending Approval |     2 | NULL |
| 10 | Approval Passed      |     2 | NULL |
| 11 | All Approvals Passed |     2 | NULL |
| 12 | Approval Rejected    |     2 | NULL |
+----+----------------------+-------+------+
12 rows in set (0.01 sec)


This is how scrips and templates look like, I dont think I have two 
Autoreply scrips. None of theese scrips and templates appear when I try 
to edit them in RT.
/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 james at jamesmcdonald.id.au  Thu Sep 30 02:21:29 2004
From: james at jamesmcdonald.id.au (James McDonald)
Date: Thu, 30 Sep 2004 16:21:29 +1000
Subject: [rt-users] Semi Privileged Users
References: <1096513602.29266.40.camel@rickm.local>
Message-ID: <00b501c4a6bb$6f4eb1e0$0100a8c0@apfoods.local>

> This person is a support mushroom, not an admin.

Love the terminology... :)

sometimes I wish I could go back to being a support mushroom myself.... 



From Ruslan.Zakirov at acronis.com  Thu Sep 30 03:18:19 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 11:18:19 +0400
Subject: [rt-users] Execution order of scrips?
In-Reply-To: 
References: 
Message-ID: <415BB33B.30701@acronis.com>

Joseph_Micciche at Progressive.com wrote:
> 
> 
> 
> RT3.0.7_01 on Solaros 5.8, MySQL 4.0.13, Apache 1.3.x + mod_perl.
Don't you think that 3.0.7 a little bt old?

> 
> Our RT worked fine for almost a year now. However, the past few weeks we've
> frequently experienced cases where scrips don't run.
> 
> I have default scrips from 3.0.7_01.
> 
> For example, the scrip OnCorrespondNotifyOtherRecipients doesn't execute,
Other recipients - it's users who gets emails only once when you add 
them on reply page.
> but Notify Requestors, Notify Admin will run on correspondence.
> 
> Or, OnCorresspondNotifyRequestors won't execute, but all other correspond
> scrips will.
It's better if you add log records, but your RT is still old...

> 
> This is driving us nuts, because I have to parse the logs to see who got
> which email then generate mail through the web UI.
> 
> I looked at this in the wiki but it's nonsense to me:
> http://wiki.bestpractical.com/index.cgi?ScripExecOrder
> 
> Thanks for any help.
> 
> 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 Ruslan.Zakirov at acronis.com  Thu Sep 30 03:20:24 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 11:20:24 +0400
Subject: [rt-users] question about logged in user display
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590263D2E9@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED8590263D2E9@sew01063.maple.fg.rbc.com>
Message-ID: <415BB3B8.5030007@acronis.com>

david.falkenburger at rbc.com wrote:
> Just wondering if there is a config option to display the real name or 
> nickname instead of the userid. I have set up RT to use the lan id's and 
> they are pretty cryptic and mostly numeric. Hard to recognize who 
> updated a ticket, or owns etc. Would be nice to display instead the real 
> name or nick name instead of the userid, or in addition to the userid.
What version of RT do you use?
RT 3.2.x uses standalone component to display user entry. All you need 
is customize it.

>  
> Is this option available? Maybe near future?
>  
> Do I just go in a mod the current code to provide this for now?
>  
> Thanks.
> Dave
> 
> ------------------------------------------------------------
> 
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> 
> ============================================================
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> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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  Thu Sep 30 02:52:58 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Thu, 30 Sep 2004 16:52:58 +1000
Subject: [rt-users] Anyone? PLS? Problems installing RT on Mandrake 10.
In-Reply-To: <415A6B22.7090302@acronis.com>
References: <200409290319.i8T3J86e022686@l-hestia-1.its.deakin.edu.au>
	<415A6B22.7090302@acronis.com>
Message-ID: <415BAD4A.7070603@deakin.edu.au>

Ruslan U. Zakirov wrote:

> It's problem with permissions vs FastCGI.
>
> Full description and different solutions:
>     http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration
>
> Problem summary:
>     FastCGI process can't load RT libs cause have no rights.
>
> Christopher Peter Welsh wrote:
>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT wiki at http://wiki.bestpractical.com
>
>
>
>
Ruslan,

Thanks for your reply. It's been difficult getting mail to go out with 
it's body intact since our mail server  was "upgraded" :-(


The link you sent me is what I originally based my install on. So I'm 
wondering if I am confused about rt-user vs apache (apache runs as 
apache) and exec permission?


I could not seem to add the following under the virtual host section. 
Because when I'd start the web server it said not to add these entries 
to the virtual host section. I have similar settings in the httpd.conf 
as global settings as user "apache" and group "apache"

Does the web server have to run as "rt" and not "apache"?

"user rt"
and
"group rt"

Also I'm confused about the following

./configure \
  --with-web-user="webuser" \
  --with-web-group="webgroup" \
  --with-rt-user="webuser" \


I did this:

./configure --with-web-user=apache --with-web-group=apache --with-rt-group=apache --with-rt-user=apache
  --with-rt-group="webgroup" finally

The web server user was added to the rt group.


Oh, Should I try moving the web files that were installed in /opt/rt..... to /var/www/html. I did move the mason_handler.fcgi to /var/www/rt directory.

Finnally, since I have called everything apache should I also add apache to this line instead of "rt" (rt was on fastcgi help page)?
 

Thanks for your help





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From Ruslan.Zakirov at acronis.com  Thu Sep 30 03:23:40 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 11:23:40 +0400
Subject: [rt-users] Still having email attatchment corruption after Perl
	upgrade
In-Reply-To: <0FDFC33E89EC734387E0359C1662EFB50C7E50B1@mail.admin.wpi.edu>
References: <0FDFC33E89EC734387E0359C1662EFB50C7E50B1@mail.admin.wpi.edu>
Message-ID: <415BB47C.40207@acronis.com>

Brelsfoard, Alex wrote:
> 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?
Do you have attachment file or step-by-step instructions that reproduce 
corruption?

Do you use mod_perl or FastCGI?
Please, provide us more info. Your report absolutely useless.

>  
> 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



From Ruslan.Zakirov at acronis.com  Thu Sep 30 03:28:18 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 11:28:18 +0400
Subject: [rt-users] RT returns two autoreplies but with diffren message-ID
In-Reply-To: <415BAD55.1090703@dc.ltu.se>
References: <003101c4a66e$fb788710$1204140a@DimitryFaynerman>
	<415BAD55.1090703@dc.ltu.se>
Message-ID: <415BB592.5070409@acronis.com>

Hello.

You have one autoreply scrip global and other for specific queues. You 
should disable/delete global one if don't want autoreply for all queues.

				Best regards. Ruslan.

Nils-Erik Svang?rd wrote:
> Dimitry Faynerman wrote:
> 
>> Maybe you have two autoreply scrips?
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
>> Nils-Erik Svang?d
>> Sent: Wednesday, September 29, 2004 2:44 PM
>> To: RT
>> Subject: [rt-users] RT returns two autoreplies but with diffren 
>> message-ID
>>
>> I lost, I dont know what the problem is.
>> When someone send a mail to RT, RT creates one ticket and returns two 
>> autoreplies with diffrent message-ids.
>> RT3.2.1.
>> Does anyone have any idea whats the problem?
>> /nisse
>>
>>  
>>
> mysql> select id,Queue,Template,ScripAction,Description from Scrips;
> +----+-------+----------+-------------+------------------------------------------------------------------------------------------------------+ 
> 
> | id | Queue | Template | ScripAction | 
> Description                                                                                          
> |
> +----+-------+----------+-------------+------------------------------------------------------------------------------------------------------+ 
> 
> |  1 |     0 |        1 |          17 | 
> NULL                                                                                                 
> |
> |  2 |     0 |        3 |           4 | 
> NULL                                                                                                 
> |
> |  3 |     0 |        2 |           1 | 
> NULL                                                                                                 
> |
> |  6 |     0 |        5 |          10 | 
> NULL                                                                                                 
> |
> |  7 |     0 |        5 |          14 | 
> NULL                                                                                                 
> |
> |  9 |     0 |        5 |          13 | 
> NULL                                                                                                 
> |
> | 11 |     2 |        9 |           4 | When an approval ticket is 
> created, notify the Owner and AdminCc of the item awaiting their approval |
> | 12 |     2 |       12 |          15 | If an approval is rejected, 
> reject the original and delete pending approvals                         |
> | 13 |     2 |       10 |          15 | When a ticket has been approved 
> by any approver, add correspondence to the original ticket           |
> | 14 |     2 |       11 |          15 | When a ticket has been approved 
> by all approvers, add correspondence to the original ticket          |
> | 17 |     0 |        5 |          10 | Imported from RT 
> 2.0                                                                                 
> |
> | 18 |     3 |        3 |           4 | Imported from RT 
> 2.0                                                                                 
> |
> | 19 |     5 |        3 |           4 | Imported from RT 
> 2.0                                                                                 
> |
> | 20 |    10 |        2 |           1 | Imported from RT 
> 2.0                                                                                 
> |
> | 21 |    14 |        2 |           1 | Imported from RT 
> 2.0                                                                                 
> |
> | 22 |    18 |        3 |           4 | Imported from RT 
> 2.0                                                                                 
> |
> | 23 |    20 |        3 |           4 | Imported from RT 
> 2.0                                                                                 
> |
> | 24 |    21 |        3 |           4 | Imported from RT 
> 2.0                                                                                 
> |
> | 25 |    23 |        3 |           4 | Imported from RT 
> 2.0                                                                                 
> |
> | 26 |    24 |        3 |           4 | Imported from RT 
> 2.0                                                                                 
> |
> +----+-------+----------+-------------+------------------------------------------------------------------------------------------------------+ 
> 
> 20 rows in set (0.00 sec)
> mysql> select id,Name,Queue,Type from Templates;
> +----+----------------------+-------+------+
> | id | Name                 | Queue | Type |
> +----+----------------------+-------+------+
> |  1 | Blank                |     0 | NULL |
> |  2 | Autoreply            |     0 | NULL |
> |  3 | Transaction          |     0 | NULL |
> |  4 | Admin Correspondence |     0 | NULL |
> |  5 | Correspondence       |     0 | NULL |
> |  6 | Admin Comment        |     0 | NULL |
> |  7 | Status Change        |     0 | NULL |
> |  8 | Resolved             |     0 | NULL |
> |  9 | New Pending Approval |     2 | NULL |
> | 10 | Approval Passed      |     2 | NULL |
> | 11 | All Approvals Passed |     2 | NULL |
> | 12 | Approval Rejected    |     2 | NULL |
> +----+----------------------+-------+------+
> 12 rows in set (0.01 sec)
> 
> 
> This is how scrips and templates look like, I dont think I have two 
> Autoreply scrips. None of theese scrips and templates appear when I try 
> to edit them in RT.
> /nisse
> 
> 



From Ruslan.Zakirov at acronis.com  Thu Sep 30 03:32:13 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 11:32:13 +0400
Subject: [rt-users] Escalation Emails
In-Reply-To: <000401c4a673$1604a6f0$e0df010a@graphix>
References: <000401c4a673$1604a6f0$e0df010a@graphix>
Message-ID: <415BB67D.1040801@acronis.com>

Joe Hause wrote:
> Could someone point me in the right direction as to:
> 
> Say a ticket has existed until the priority hits 10,  when that occurs I
> want to have it fire off an email to the admin.  Thank you for any help that
> can be provided.
http://wiki.bestpractical.com/index.cgi?ConfigureEscalation
and rt-escalate on
http://wiki.bestpractical.com/index.cgi?Contributions

> 
>  -------------------------------------------------------------
>  Joseph Hause Continental Visinet Broadband
>  jhause at visi.net http://www.visi.net
>  Network Operations 757-873-4500/888-323-4500
> -------------------------------------------------------------
> ############################################################# 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From nisse at dc.ltu.se  Thu Sep 30 03:41:17 2004
From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=)
Date: Thu, 30 Sep 2004 09:41:17 +0200
Subject: [rt-users] How do I edit the autoreply?
In-Reply-To: <415AD87B.7000102@acronis.com>
References: <415AA9CE.6070705@dc.ltu.se> <415AAA46.2020902@acronis.com>
	<415ACE40.6020908@dc.ltu.se> <415AD87B.7000102@acronis.com>
Message-ID: <415BB89D.7090704@dc.ltu.se>

Ruslan U. Zakirov wrote:

> Nils-Erik Svang?rd wrote:
>
>> Ruslan U. Zakirov wrote:
>>
>>> Nils-Erik Svang?rd wrote:
>>>
>>>> Hi!
>>>> How do I edit the autoreply?
>>>> I try to go to configure->global->templates but there is no 
>>>> templates there.
>>>
>>>
>>>
>>> You don't have rights too see/edit global templates.
>>>
>>>> When I check in the database, autoreply is there but with queue 
>>>> number =0.
>>>
> It's OK. '0' is "alias" for global queue.
>
>>>> How do I edit autoreply, do I have to change it by hand in the 
>>>> database?
>>>>
>>>
>> But I have superuser priviliges, and root isnt allowed to login since 
>
> Hmm, superuser priveleges should be enough.
>
>> all authentication is against the LDAP server. And also the root user 
>> vanished when I upgraded from RT2.0.5
>
> It should be considered as bug, what RT version do you have now?
> Also, can you send us DB query log that is generated when you touch 
> this page?

I have RT3.2.1 now, and I upgraded from RT2.0.15.
DB query log? From MySQL or RT? Where do I find it. I have set
Set($LogDir,'/var/log/rt3.2.1'); but that dir is empty, do I have to 
enable logging somewhere?

Arrg! It's frustrating with all the stuff that is almost working, but 
not quite!
/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 Ruslan.Zakirov at acronis.com  Thu Sep 30 03:52:28 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 11:52:28 +0400
Subject: [rt-users] Semi Privileged Users
In-Reply-To: <1096513602.29266.40.camel@rickm.local>
References: <1096513602.29266.40.camel@rickm.local>
Message-ID: <415BBB3C.3020609@acronis.com>

Rick Measham wrote:
> Maybe I'm not understanding things right here, but I'd like a 'semi
> privileged' user.
> 
> The user should be able to have rights assigned to them to allow them to
> take tickets and view queues. However I don't want the to have access to
> the Tools, Preferences, Configuration and Approval buttons on the left
> hand side of the screen.
> 
> This person is a support mushroom, not an admin.
> 
> Am I completely missing something? I can't see how to do this.
http://wiki.bestpractical.com/index.cgi?HideConfigurationTab

May be you need more tricky condition. Return to us when you try and if 
don't help at all.

				Best regards. Ruslan.

> 
> 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 Ruslan.Zakirov at acronis.com  Thu Sep 30 03:57:56 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 11:57:56 +0400
Subject: [rt-users] Saved Searches
In-Reply-To: <1096525092.29266.55.camel@rickm.local>
References: <1096525092.29266.55.camel@rickm.local>
Message-ID: <415BBC84.3090005@acronis.com>

Rick Measham wrote:
> Is is possible to put saved searches on the front page? Either as a link
> to the search or as an execution of that search? Preferably on a user or
> group basis.
> 
> I might hack it if someone hasn't already done so.
As I recall Jesse said that work in progress(may be it's in 3.4.x). 
Users didn't contribute anything about this, but check HEAD.

> 
> Cheers!
> Rick
---
Regards, Ruslan.

Manage your RT changes with SVK and life would be easy.


From Ruslan.Zakirov at acronis.com  Thu Sep 30 04:03:00 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 12:03:00 +0400
Subject: [rt-users] How do I edit the autoreply?
In-Reply-To: <415BB89D.7090704@dc.ltu.se>
References: <415AA9CE.6070705@dc.ltu.se> <415AAA46.2020902@acronis.com>
	<415ACE40.6020908@dc.ltu.se> <415AD87B.7000102@acronis.com>
	<415BB89D.7090704@dc.ltu.se>
Message-ID: <415BBDB4.2080303@acronis.com>

Nils-Erik Svang?rd wrote:
> Ruslan U. Zakirov wrote:
> 
>> Nils-Erik Svang?rd wrote:
>>
>>> Ruslan U. Zakirov wrote:
>>>
>>>> Nils-Erik Svang?rd wrote:
>> Hmm, superuser priveleges should be enough.
>>
>>> all authentication is against the LDAP server. And also the root user 
>>> vanished when I upgraded from RT2.0.5
>>
>>
>> It should be considered as bug, what RT version do you have now?
>> Also, can you send us DB query log that is generated when you touch 
>> this page?
> 
> 
> I have RT3.2.1 now, and I upgraded from RT2.0.15.
> DB query log? From MySQL or RT? Where do I find it. I have set
> Set($LogDir,'/var/log/rt3.2.1'); but that dir is empty, do I have to 
> enable logging somewhere?
http://wiki.bestpractical.com/index.cgi?Debug
Add some(better debug, cause you have problem) log level for log into file.
MySQL is also helpful, Debug wiki page says hoe to enable it. And how to 
cat DB log that is generated from one request to server.

> 
> Arrg! It's frustrating with all the stuff that is almost working, but 
> not quite!
:/

> /nisse
> 
> 



From Ruslan.Zakirov at acronis.com  Thu Sep 30 04:20:33 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 12:20:33 +0400
Subject: [rt-users] Anyone? PLS? Problems installing RT on Mandrake 10.
In-Reply-To: <415BAD4A.7070603@deakin.edu.au>
References: <200409290319.i8T3J86e022686@l-hestia-1.its.deakin.edu.au>
	<415A6B22.7090302@acronis.com> <415BAD4A.7070603@deakin.edu.au>
Message-ID: <415BC1D1.2090005@acronis.com>

Christopher Welsh wrote:
> Ruslan U. Zakirov wrote:
> 
>> It's problem with permissions vs FastCGI.
>>
>> Full description and different solutions:
>>     http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration
>>
>> Problem summary:
>>     FastCGI process can't load RT libs cause have no rights.
> Ruslan,
> 
> Thanks for your reply. It's been difficult getting mail to go out with 
> it's body intact since our mail server  was "upgraded" :-(
> 
> 
> The link you sent me is what I originally based my install on. So I'm 
> wondering if I am confused about rt-user vs apache (apache runs as 
> apache) and exec permission?
Quote:
"you have several choices about how to configure RT to run as a FastCGI"
Page describe 3 variants! Choose one that is Ok for you. One that is 
easy to gonfigure, but is most insecure, but it's harder to setup most 
secure. I recommed you to use easy way and when you got RT up and 
running you can move on most secure variant.

Below I say only about first variant.
> 
> 
> I could not seem to add the following under the virtual host section. 
> Because when I'd start the web server it said not to add these entries 
> to the virtual host section. I have similar settings in the httpd.conf 
> as global settings as user "apache" and group "apache"
This ok, you shouldn't change user/group that apache run under.
> 
> Does the web server have to run as "rt" and not "apache"?
No.

> 
> "user rt"
> and
> "group rt"
Ok.

> 
> Also I'm confused about the following
> 
> ./configure \
>  --with-web-user="webuser" \
>  --with-web-group="webgroup" \
>  --with-rt-user="webuser" \
Your webuser/webgroup is "apache/apache".
> 
> 
> I did this:
> 
> ./configure --with-web-user=apache --with-web-group=apache 
> --with-rt-group=apache --with-rt-user=apache
tar -xzvf rt-xxx.tar.gz
cd rt-xxx
./configure \
	--with-web-user=apache \
	--with-web-group=apache \
	--with-rt-group=apache \
	--with-rt-user=apache \
make install

>  --with-rt-group="webgroup" finally
> 
> The web server user was added to the rt group.
with this variant your RT uses "apache" user/group and you don't need 
"rt" user/group anymore.

> 
> 
> Oh, Should I try moving the web files that were installed in 
> /opt/rt..... to /var/www/html. I did move the mason_handler.fcgi to 
> /var/www/rt directory.
No. You shouldn't move anything.

> 
> Finnally, since I have called everything apache should I also add apache 
> to this line instead of "rt" (rt was on fastcgi help page)?
Which line?

> 
> 
> Thanks for your help


From Ruslan.Zakirov at acronis.com  Thu Sep 30 04:27:25 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 12:27:25 +0400
Subject: [rt-users] Sending an email when a ticket is created
In-Reply-To: <415AEF8F.5050604@freegeek.org>
References: <415AEF8F.5050604@freegeek.org>
Message-ID: <415BC36D.7070502@acronis.com>

Richard Seymour wrote:
> We are using RT from debian sarge.
> 
> We have a web form that fires off an email to create a ticket. That part 
> works fine.
> 
> We want to send an email out to a list of volunteers when that ticket is 
> created, so that one of them might pick up the ticket and take cahrge. 
> There all on a mailing list, so I initially tried adding the mailing 
> list address to admincc: for that queue, which works, but now we're 
> getting too much mail from RT on that list.
> 
> What's the best way to get *just* the notice of a new ticket (with the 
> initial contents of the ticket) but not all the followup comments and such?
Condition 'On Create' doesn't help? Or other scrips send other 
notifications to AdminCc?

You also can create group "volunteers" and use 
http://search.cpan.org/~ruz/RT-Action-NotifyGroup
that allow you to record ScripAction and then use it to notify 
particular group or users. This will free your queue AdmiCC role for 
other tasks.

> 
> TIA.
> 
> 



From Ruslan.Zakirov at acronis.com  Thu Sep 30 04:36:06 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 12:36:06 +0400
Subject: [rt-users] first time writing scrips,	and having problems with
	auto-resolving and setting	transation's timetaken
In-Reply-To: <20040929155805.GA13942@eo.pl>
References: <20040929155805.GA13942@eo.pl>
Message-ID: <415BC576.5050405@acronis.com>

hubert lubaczewski wrote:
> hi
> first of all - i'm using rt 3.0.6. (will be upgradeing very soon, but
> right now it's all i have).
> 
> i wanted to write a scrip which will allow me to resolve tickets and set
> "timetaken" per transaction in mails i send to rt (which later are added
> as correspondence to tickets).
> so i wrote this scrip:
> 
> #v+
> my $sContent = $self->TransactionObj->ContentObj->Content;
> my $sCreator = $self->TransactionObj->CreatorObj->EmailAddress;
> 
> return 1 unless $sCreator =~ /^[a-z\.]+\@OUR_DOMAIN$/;
> 
> $sContent =~ s/\s*$//;     # this makes $sContent
> $sContent =~ s/^.*\n//s;   # Contain only last non-empty line
> return 1 unless $sContent =~ s/^xx:\s+//;
> 
> if ($sContent =~ s/(^|\s+)w:(\d+)($|\s+)/ /) {
> 	my $tic = $self->TicketObj;
> 	my @a = $tic->SetTimeWorked( $tic->TimeWorked + $2 );
> 
> }
> if ($sContent =~ s/(^|\s+)s:(resolved|stalled|rejected)($|\s+)/ /) {
> 	$self->TicketObj->SetStatus($2);
> }
> 
> return 1;
> #v-
> 
> looks simple.
> 1st.
>  i would like to set timetaken per transation, but when i tried:
>  $self->TransactionObj->SetTimeTaken($2);
>  i got error: Immutable Field.
I'm not shure that you can set it without breaking RT calcs on this 
field, but anyway you can use low level call _Set.

> 
>  is there anything i can do without modifiyng .pm's (i know about
>  writing _Local.pm's, but i dont like the idea).
> 
> 2nd (and more important).
>  When i do SetStatus this way - it works, BUT - then goes global scrip:
>  "On Correspond Open Tickets with template Blank"
>  which is (as far as i know) standard in rt.
you can incorporate this global scrip into your action.
if ($sContent =~ s/(^|\s+)s:(resolved|stalled|rejected)($|\s+)/ /) {
  	$self->TicketObj->SetStatus($2);
} else {
  	$self->TicketObj->SetStatus('open');
}

Or add custom condition on this global scrip that check if mail contain 
this special instruction.

> 
>  i like this global scrip so i'm not goging to turn this off, but maybe
>  there is a way to temporary disable it when i setstatus otherwise?
> 
> i really hope some of you can help me, and sorry for my english.
> 
> depesz
> 



From nisse at dc.ltu.se  Thu Sep 30 04:51:49 2004
From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=)
Date: Thu, 30 Sep 2004 10:51:49 +0200
Subject: [rt-users] How do I edit the autoreply?
In-Reply-To: <415BBDB4.2080303@acronis.com>
References: <415AA9CE.6070705@dc.ltu.se> <415AAA46.2020902@acronis.com>
	<415ACE40.6020908@dc.ltu.se> <415AD87B.7000102@acronis.com>
	<415BB89D.7090704@dc.ltu.se> <415BBDB4.2080303@acronis.com>
Message-ID: <415BC925.1060806@dc.ltu.se>

Ruslan U. Zakirov wrote:

> Nils-Erik Svang?rd wrote:
>
>> Ruslan U. Zakirov wrote:
>>
>>> Nils-Erik Svang?rd wrote:
>>>
>>>> Ruslan U. Zakirov wrote:
>>>>
>>>>> Nils-Erik Svang?rd wrote:
>>>>
>>> Hmm, superuser priveleges should be enough.
>>>
>>>> all authentication is against the LDAP server. And also the root 
>>>> user vanished when I upgraded from RT2.0.5
>>>
>>>
>>>
>>> It should be considered as bug, what RT version do you have now?
>>> Also, can you send us DB query log that is generated when you touch 
>>> this page?
>>
>>
>>
>> I have RT3.2.1 now, and I upgraded from RT2.0.15.
>> DB query log? From MySQL or RT? Where do I find it. I have set
>> Set($LogDir,'/var/log/rt3.2.1'); but that dir is empty, do I have to 
>> enable logging somewhere?
>
> http://wiki.bestpractical.com/index.cgi?Debug
> Add some(better debug, cause you have problem) log level for log into 
> file.
> MySQL is also helpful, Debug wiki page says hoe to enable it. And how 
> to cat DB log that is generated from one request to server.
>
>>
>> Arrg! It's frustrating with all the stuff that is almost working, but 
>> not quite!
>
> :/
>
>> /nisse
>>
>>
>
Hello again!
Now I have enabled debugging!
Hopefully I will also find why RT think there is a lot of bounces.
Someone with experiance of reading these log, please pitch me some hints.
/nisse

[Thu Sep 30 08:33:10 2004] [debug]: About to think about scrips for 
transaction1
50780 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:118)
[Thu Sep 30 08:33:10 2004] [debug]: About to prepare scrips for 
transaction15078
0 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:122)
[Thu Sep 30 08:33:10 2004] [debug]: Found 3 scrips 
(/info/install/rt3.2.1/lib/RT
/Scrips_Overlay.pm:327)
[Thu Sep 30 08:33:11 2004] [debug]: Converting 'utf-8' to 'iso-8859-1' 
for text/
plain - [r2d2.dc.ltu.se #42125] AutoReply: (adm) Office 2003
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:33:12 2004] [debug]: Converting 'utf-8' to 'iso-8859-1' 
for text/
plain - [r2d2.dc.ltu.se #42125] (adm) Office 2003
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:33:12 2004] [debug]: About to commit scrips for 
transaction150780
 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:131)
[Thu Sep 30 08:33:13 2004] [info]: 
 #42125/150780 - Scrip 3  
(/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:
209)
[Thu Sep 30 08:33:14 2004] [debug]: Converting 'iso-8859-1' to 'utf-8' 
for text/
plain - [r2d2.dc.ltu.se #42125] AutoReply: (adm) Office 2003
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:33:14 2004] [debug]: About to think about scrips for 
transaction1
50781 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:118)
[Thu Sep 30 08:33:14 2004] [info]: 
 sent To: helpdesk at dc.luth.se Cc:  Bcc:  
(/info/install/rt3.2.1/lib/RT/Actio
n/SendEmail.pm:269)
[Thu Sep 30 08:33:14 2004] [info]: 
 #42125/150780 - Scrip 24 Imported from RT 2.0 
(/info/install/rt3.2.1/lib/R
T/Action/SendEmail.pm:209)
[Thu Sep 30 08:33:14 2004] [info]: 
 No recipients found. Not sending.
 (/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:221)
[Thu Sep 30 08:33:14 2004] [info]: Ticket 42125 created in queue 
'tekgrp' by gob
i (/info/install/rt3.2.1/lib/RT/Ticket_Overlay.pm:695)
[Thu Sep 30 08:33:28 2004] [debug]: Converting 'iso-8859-1' to 'utf-8' 
for text/
plain - [r2d2.dc.ltu.se #42125] AutoReply: (adm) Office 2003
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:33:28 2004] [debug]: Found a ticket ID. It's 42125 
(/info/install
/rt3.2.1/lib/RT/EmailParser.pm:332)
[Thu Sep 30 08:33:28 2004] [crit]: RT Recieved mail 
(
) from itself. (/info/install/rt3.2.1/lib/RT/Interface/Email.pm:593)
[Thu Sep 30 08:33:28 2004] [crit]: RT thinks this message may be a 
bounce (/info
/install/rt3.2.1/lib/RT/Interface/Email.pm:597)
[Thu Sep 30 08:39:24 2004] [debug]: About to think about scrips for 
transaction1
50782 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:118)
[Thu Sep 30 08:39:24 2004] [debug]: About to prepare scrips for 
transaction15078
2 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:122)
[Thu Sep 30 08:39:24 2004] [debug]: Found 2 scrips 
(/info/install/rt3.2.1/lib/RT
/Scrips_Overlay.pm:327)
[Thu Sep 30 08:39:25 2004] [debug]: Converting 'utf-8' to 'iso-8859-1' 
for text/
plain - [r2d2.dc.ltu.se #42124] (sb) Trasig pc
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:39:25 2004] [debug]: Converting 'utf-8' to 'iso-8859-1' 
for text/
plain - [r2d2.dc.ltu.se #42124] (sb) Trasig pc
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:39:25 2004] [debug]: About to commit scrips for 
transaction150782
 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:131)
[Thu Sep 30 08:39:25 2004] [info]: 
 #42124/150782 - Scrip 2  
(/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:
209)
[Thu Sep 30 08:39:25 2004] [info]: 
 No recipients found. Not sending.
 (/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:221)
[Thu Sep 30 08:39:25 2004] [info]: 
 #42124/150782 - Scrip 24 Imported from RT 2.0 
(/info/install/rt3.2.1/lib/R
T/Action/SendEmail.pm:209)
[Thu Sep 30 08:39:25 2004] [info]: 
 No recipients found. Not sending.
 (/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:221)
[Thu Sep 30 08:40:53 2004] [debug]: About to think about scrips for 
transaction1
50783 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:118)
[Thu Sep 30 08:40:53 2004] [debug]: About to prepare scrips for 
transaction15078
3 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:122)
[Thu Sep 30 08:40:53 2004] [debug]: Found 2 scrips 
(/info/install/rt3.2.1/lib/RT
/Scrips_Overlay.pm:327)
[Thu Sep 30 08:40:53 2004] [debug]: Converting 'utf-8' to 'iso-8859-1' 
for text/
plain - [r2d2.dc.ltu.se #42085]
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:40:53 2004] [debug]: About to commit scrips for 
transaction150783
 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:131)
[Thu Sep 30 08:40:53 2004] [info]: 
 #42085/150783 - Scrip 24 Imported from RT 2.0 
(/info/install/rt3.2.1/lib/R
T/Action/SendEmail.pm:209)
[Thu Sep 30 08:40:53 2004] [info]: 
 No recipients found. Not sending.
 (/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:221)
[Thu Sep 30 08:41:02 2004] [debug]: About to think about scrips for 
transaction1
50784 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:118)
[Thu Sep 30 08:41:02 2004] [debug]: About to prepare scrips for 
transaction15078
4 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:122)
[Thu Sep 30 08:41:02 2004] [debug]: Found 2 scrips 
(/info/install/rt3.2.1/lib/RT
/Scrips_Overlay.pm:327)
[Thu Sep 30 08:41:02 2004] [debug]: Converting 'utf-8' to 'iso-8859-1' 
for text/
plain - [r2d2.dc.ltu.se #42125] (adm) Office 2003
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:41:02 2004] [debug]: Converting 'utf-8' to 'iso-8859-1' 
for text/
plain - [r2d2.dc.ltu.se #42125] (adm) Office 2003
 (/info/install/rt3.2.1/lib/RT/I18N.pm:200)
[Thu Sep 30 08:41:02 2004] [debug]: About to commit scrips for 
transaction150784
 (/info/install/rt3.2.1/lib/RT/Transaction_Overlay.pm:131)
[Thu Sep 30 08:41:02 2004] [info]: 
 #42125/150784 - Scrip 2  
(/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:
209)
[Thu Sep 30 08:41:02 2004] [info]: 
 No recipients found. Not sending.
 (/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:221)
[Thu Sep 30 08:41:02 2004] [info]: 
 #42125/150784 - Scrip 24 Imported from RT 2.0 
(/info/install/rt3.2.1/lib/RT
/Action/SendEmail.pm:209)
[Thu Sep 30 08:41:02 2004] [info]: 
 No recipients found. Not sending.
 (/info/install/rt3.2.1/lib/RT/Action/SendEmail.pm:221)
(END)                                                  

-- 
<+--//  							\\--+>
	       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  Thu Sep 30 05:24:41 2004
From: say_ten at multiplay.co.uk (Matthew Cheale)
Date: Thu, 30 Sep 2004 10:24:41 +0100
Subject: [rt-users] RT3.2.2 and no Next,Prev links
In-Reply-To: 
References: 
Message-ID: <415BD0D9.9060901@multiplay.co.uk>

I had this when I upgraded to 3.2.1.  The solution was to flush out the sessions 
table.  It still happens every now and again and I have to log out and log back 
in again.  Never really tracked down the exact cause but it's definatly in the 
session handling.

Cassidy B. Larson wrote:

> Howdy all,
> 
> For some reason this morning, after upgrading a ton of my perl
> dependencies I lost the ability in RT3.2.2 to have the 'next' 'prev'
> '<<' and '>>' links within a ticket.
> 
> Has anybody had the same experience?  Any fixes?
> 
> Thanks,
> 
> -c
> 
> perl:5.8.5
> FreeBSD 5.2.1
> RT3.2.2
> _______________________________________________
> 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


================================================
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From cpwe at deakin.edu.au  Thu Sep 30 08:43:15 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Thu, 30 Sep 2004 22:43:15 +1000
Subject: [rt-users] Problems installing RT on mandrake solved. Logos not
	working though.
Message-ID: <415BFF63.2000102@deakin.edu.au>



Thanks Ruslan. Simple it the best. I dropped the fastcgiwrapper suexec 
for now, but also discovered the "make testdeps" did not check for 
Fast.pm so I had to install the perl-CGI-fast (Mandrake Linux 10) 
package too.


Another Question any idea why the Logos in the NoAuth/images/ directory 
would not be showing up (like rt.jpg on loging page)?
The real path for my images is:/opt/rt3/share/html/NoAuth/images

Here are my settings

httpd.conf
Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

The RT_SiteConfig.pm file:

Set($WebPath , "");

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /

##Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");
Set($WebBaseURL , "http://helpdesk.staff:80");

Set($WebURL , $WebBaseURL . $WebPath . "/");

# $WebImagesURL points to the base URL where RT can find its images.

Set($WebImagesURL , $WebURL . "/NoAuth/images/");

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

Set($LogoURL , $WebImagesURL . "rt.jpg");

# WebNoAuthRegex - What portion of RT's URLspace should not require
# authentication.
Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
                            /+REST/\d+\.\d+/NoAuth/)!x );


Thanks,
Chris Welsh

ps. Sorry about the empty message bodies earlier this week, Our school 
upgraded their mail server. :-(









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From Ruslan.Zakirov at acronis.com  Thu Sep 30 08:57:23 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 16:57:23 +0400
Subject: [rt-users] Problems installing RT on mandrake solved. Logos not
	working though.
In-Reply-To: <415BFF63.2000102@deakin.edu.au>
References: <415BFF63.2000102@deakin.edu.au>
Message-ID: <415C02B3.4090605@acronis.com>

Christopher Welsh wrote:
> 
> 
> Thanks Ruslan. Simple it the best. I dropped the fastcgiwrapper suexec 
> for now, but also discovered the "make testdeps" did not check for 
> Fast.pm so I had to install the perl-CGI-fast (Mandrake Linux 10) 
> package too.
> 
> 
> Another Question any idea why the Logos in the NoAuth/images/ directory 
> would not be showing up (like rt.jpg on loging page)?
> The real path for my images is:/opt/rt3/share/html/NoAuth/images
> 
> Here are my settings
> 
> httpd.conf
> Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
It's useless line :)

It should be
  
      SetHandler default-handler
  

I'll update wiki.

[snip]


From Ruslan.Zakirov at acronis.com  Thu Sep 30 09:18:09 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 17:18:09 +0400
Subject: [rt-users] first time writing scrips,	and having problems with
	auto-resolving and setting	transation's timetaken
In-Reply-To: <20040930121359.GA29406@eo.pl>
References: <20040929155805.GA13942@eo.pl> <415BC576.5050405@acronis.com>
	<20040930121359.GA29406@eo.pl>
Message-ID: <415C0791.30502@acronis.com>

hubert lubaczewski wrote:
> On Thu, Sep 30, 2004 at 12:36:06PM +0400, Ruslan U. Zakirov wrote:
> 
>>I'm not shure that you can set it without breaking RT calcs on this 
>>field, but anyway you can use low level call _Set.
> 
> 
> calling _Set returns (0, 'Immutable Object') and,  as far as i can see,
> is hardcoded into RT/Transaction_Overlay.pm
Ooops. '__Set' I mean, but you don't need it I think. Incorporate this 
directly into ticket's TimeTaken.

> 
> 
>>you can incorporate this global scrip into your action.
> 
> 
> this is what i'll most probably do.
> 
> depesz
> 



From bdaniels at fpoint.com  Thu Sep 30 09:40:42 2004
From: bdaniels at fpoint.com (Brian Daniels)
Date: Thu, 30 Sep 2004 09:40:42 -0400
Subject: [rt-users] Nasty deadlock problem with RT 3.2.1
Message-ID: <415C0CDA.8010602@fpoint.com>

We have a RT 3.2.1 system that has been running well for about a week. 
The database was upgraded from RT2 using the rt2-to-rt3 tools.

Last night we suddenly started getting errors like the following:



-- Sep 30 09:21:34 rt3 RT: DBD::mysql::st execute failed: Deadlock found 
when trying to get lock; Try restarting transaction at 
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. 
(/opt/rt3/lib/RT.pm:250)
Sep 30 09:21:34 rt3 RT: RT::Handle=HASH(0xb62d7a0) couldn't execute the 
query 'INSERT INTO Principals (ObjectId, PrincipalType, Disabled) VALUES 
(?, ?, ?)' at 
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. 
(/opt/rt3/lib/RT.pm:250)
Sep 30 09:21:34 rt3 RT: Couldn't create a Principal on new user create. 
(/opt/rt3/lib/RT/User_Overlay.pm:224)
Sep 30 09:21:34 rt3 RT: Strange things are afoot at the circle K 
(/opt/rt3/lib/RT/User_Overlay.pm:225)
Sep 30 09:21:34 rt3 RT: User creation failed in mailgateway: Could not 
create user (/opt/rt3/lib/RT/Interface/Email.pm:225)
Sep 30 09:21:34 rt3 RT: Couldn't load user 'VNZCQWAUOP at msn.com'.giving 
up (/opt/rt3/lib/RT/Interface/Email.pm:240)
Sep 30 09:21:34 rt3 RT: User  'VNZCQWAUOP at msn.com' could not be loaded 
in the mail gateway (/opt/rt3/lib/RT/Interface/Email.pm:241)
Sep 30 09:21:34 rt3 RT: RT could not load a valid user, and RT's 
configuration does not allow for the creation of a new user for this 
email (VNZCQWAUOP at msn.com).  You might need to grant 'Everyone' the 
right 'CreateTicket' for the queue TSREQ. 
(/opt/rt3/lib/RT/Interface/Email.pm:530)
Sep 30 09:21:35 rt3 RT: RT could not load a valid user, and RT's 
configuration does not allow for the creation of a new user for your 
email.   (/opt/rt3/lib/RT/Interface/Email.pm:543)

The rights granted to Everyone are correct on this queue.  I assume all 
of this is stemming from the deadlock at the top?  What can I do to 
prevent this?

Thanks,
Brian




From Joseph_Micciche at Progressive.com  Thu Sep 30 09:53:16 2004
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Thu, 30 Sep 2004 09:53:16 -0400
Subject: Subject: Re: [rt-users] Execution order of scrips?
Message-ID: 





Hi Ruslan,

> RT3.0.7_01 on Solaros 5.8, MySQL 4.0.13, Apache 1.3.x + mod_perl.
Don't you think that 3.0.7 a little bt old?

Yes 3.0.7_01 is a bit old, but that's not an explanation for why scrips
stopped running when they ran fine for the past 11 months.

> Our RT worked fine for almost a year now. However, the past few weeks
we've
> frequently experienced cases where scrips don't run.
>
> I have default scrips from 3.0.7_01.
>
> For example, the scrip OnCorrespondNotifyOtherRecipients doesn't execute,
Other recipients - it's users who gets emails only once when you add
them on reply page.

I have an example this morning where OnCorrespondNotifyRequestorsandCCs
didn't run. I'd paste in the log entry, but there isn't one for that scrip
in this case.

Anyone have any ideas, other than "upgrade"?

Joe Micciche



From Ruslan.Zakirov at acronis.com  Thu Sep 30 10:22:56 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 18:22:56 +0400
Subject: [rt-users] RT3 Documentation
In-Reply-To: 
References: 
Message-ID: <415C16C0.6020709@acronis.com>

Mike Friedman wrote:
> First off, could someone tell me where the various display fields for a
> ticket are documented with precision?  For example, what is the exact
> meaning of 'Told', 'Last Contact', etc.  I"ve looked at the 'User Manual'
> at http://wiki.bestpractical.com/, but it doesn't seem to have enough
> detail.  Didn't there used to be a full RT3 user manual in PDF, that had
> more detail?
No

> 
> I'm trying to convert my RT2 perl scripts to use the RT3 'rt' command as
> an interface, just as I do now with RT2.  I know that the API would be
> better, but I have yet to find out enough information on how to use the
> API.  People have told me to look at the source, but that doesn't help
> enough when I don't yet know the basic protocol.  (For example, what
> 'setup' does each script need:  e.g., which modules do I need to include
> in my scripts, what does each one do, how to I retrieve return values and
> return codes from each method call, etc.).  I've been looking at sample
> scripts and the source for the RT3 library modules, but that still doesn't
> explain to me the meaning of the basic perl module components that are
> needed by any perl script that is talking to the RT API.  An API document,
> such as one can get for CPAN perl modules, would be a very good start.
Start from external utils on
http://wiki.bestpractical.com/index.cgi?Contributions

> 
> Even better might be sample code to perform functions like this:
> 
>   Create a ticket
html/Ticket/Create.html parse form and create new ticket

>   Change a ticket's queue, status, etc.
html/Ticket/ModifyPeople.html
>   Merge tickets
html/Ticket/ModifyLinks.html
>   Find last date/time a ticket was updated (*)
$Ticket->LastUpdated; # returns ISO formated date
$Ticket->LastUpdatedObj; # return RT::Date obj.
>   Search for a ticket with a particular subject line
my $Tickets = RT::Tickets->new( $RT::SystemUser );
$Tickets->Limit(FIELD => 'Subject', OPERATOR => 'LIKE', VALUE => 'Foo');
print $Tickets->Count;

> 
> And with the API, I'd hope to be able to check return status to know if
> the operation succeeded or why it failed.
> 
> Thanks.
> 
> Mike
> 
> --------------------------
> (*) I'm trying to see how I can determine from a script when a ticket was
> last updated (whether by correspondence, comment or change in status).
> This seems to be one of the few things I can't do with the 'rt' command.
> The web interface shows a 'Last Contact' field, but that value is not set
> in the tickets in my database, even though there has been correspondence
> on the tickets.  (In RT2, there was a 'last updated' field, which is
> really what I need).
> 


From david.falkenburger at rbc.com  Thu Sep 30 10:27:30 2004
From: david.falkenburger at rbc.com (david.falkenburger at rbc.com)
Date: Thu, 30 Sep 2004 10:27:30 -0400
Subject: [rt-users] encrypting fields and email
Message-ID: <1AA4003F8D264140917F84EDBF6ED8590263D2EF@sew01063.maple.fg.rbc.com>

Wondering if anyone has done any work encrypting fields using pgp. We would
like to ensure that certain data stays strictly confidential, not even dba
should be able to see the data in the database. Only way I can see that is
to ensure encrypting and decrypting data real time using keys. 
 
How about plugging in encryption to the email system as well. Some of the
emails would contain confidential data that should not be readable by just
anyone.
 
Anyone done anything like this? Any plans for RT to go in this direction?
 
Thanks
Dave

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

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.

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From vivek at khera.org  Thu Sep 30 10:36:44 2004
From: vivek at khera.org (Vivek Khera)
Date: Thu, 30 Sep 2004 10:36:44 -0400
Subject: [rt-users] encrypting fields and email
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590263D2EF@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED8590263D2EF@sew01063.maple.fg.rbc.com>
Message-ID: <267D4B48-12EE-11D9-B455-000A9578CFCC@khera.org>


On Sep 30, 2004, at 10:27 AM, david.falkenburger at rbc.com wrote:

> Wondering if anyone has done any work encrypting fields using pgp. We 
> would
> like to ensure that certain data stays strictly confidential, not even 
> dba
> should be able to see the data in the database. Only way I can see 
> that is
> to ensure encrypting and decrypting data real time using keys.
>

And how are you going to keep the DBA from seeing the key in plaintext 
right there in your program that needs to do the decryption?


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

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From Ruslan.Zakirov at acronis.com  Thu Sep 30 10:42:12 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 18:42:12 +0400
Subject: [rt-users] encrypting fields and email
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590263D2EF@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED8590263D2EF@sew01063.maple.fg.rbc.com>
Message-ID: <415C1B44.9020101@acronis.com>

david.falkenburger at rbc.com wrote:
> How about plugging in encryption to the email system as well. Some of 
> the emails would contain confidential data that should not be readable 
> by just anyone.
Drop all emails in MTA then all who has access to mails only after MTA 
will never read this for sure, but this technique don't save from outsiders.

//joke :)

				Best regards. Ruslan.

>  
> Anyone done anything like this? Any plans for RT to go in this direction?
>  
> Thanks
> Dave


From wash at wananchi.com  Thu Sep 30 10:50:13 2004
From: wash at wananchi.com (Odhiambo Washington)
Date: Thu, 30 Sep 2004 17:50:13 +0300
Subject: [rt-users] Canned Responses to Tickets
Message-ID: <20040930145013.GC66555@ns2.wananchi.com>


OK. I am simply confused today.

In rt-2.0.15, I was able to create canned responses to tickets, such
that I would not have to type any text when responding to some commonly
asked questions from users.

I simply can't figure out how that is done in rt-3.2.2, having adopted
rt-3.2.x much later as there was so much resistance to the migration
from 2.0.15 ;-)

Now a user is tired writing the same response over and over again and
has asked whether she can give me template text to be included in RT.

Any pointers to do this would be most welcome.




        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 david.falkenburger at rbc.com  Thu Sep 30 11:02:25 2004
From: david.falkenburger at rbc.com (david.falkenburger at rbc.com)
Date: Thu, 30 Sep 2004 11:02:25 -0400
Subject: [rt-users] encrypting fields and email
Message-ID: <1AA4003F8D264140917F84EDBF6ED8590263D2F3@sew01063.maple.fg.rbc.com>

I was thinking more along the lines of public and private key technology. If
I was to use the private key to encrypt all the data in one or more fields,
a key that I as developer generate, then having access to the database or
the server will not do you any good unless you have the corresponding
private key to decrypt. I could distribute the private key to authorized
individuals only. So now you would not only have to be authorized to access
RT, and the appropriate queue, but would also need the public key available
to your browser for decryption.

Something along the lines of what Lotus Notes is able to do. Not sure if
their Domino technology can do it as well.

Dave

-----Original Message-----
From: Vivek Khera [mailto:vivek at khera.org]
Sent: Thursday, September 30, 2004 10:37 AM
To: RT Mailing List
Subject: Re: [rt-users] encrypting fields and email


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

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

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

This e-mail 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.

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From rt at chaka.net  Thu Sep 30 10:20:43 2004
From: rt at chaka.net (Todd Chapman)
Date: Thu, 30 Sep 2004 10:20:43 -0400
Subject: [rt-users] encrypting fields and email
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590263D2EF@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED8590263D2EF@sew01063.maple.fg.rbc.com>
Message-ID: <20040930142043.GA23582@chaka.net>

Maybe you could integrate this with RT:

http://www.fourmilab.ch/javascrypt/

-Todd

On Thu, Sep 30, 2004 at 10:27:30AM -0400, david.falkenburger at rbc.com wrote:
> Wondering if anyone has done any work encrypting fields using pgp. We would
> like to ensure that certain data stays strictly confidential, not even dba
> should be able to see the data in the database. Only way I can see that is
> to ensure encrypting and decrypting data real time using keys. 
>  
> How about plugging in encryption to the email system as well. Some of the
> emails would contain confidential data that should not be readable by just
> anyone.
>  
> Anyone done anything like this? Any plans for RT to go in this direction?
>  
> Thanks
> Dave
> 


From vivek at khera.org  Thu Sep 30 11:06:40 2004
From: vivek at khera.org (Vivek Khera)
Date: Thu, 30 Sep 2004 11:06:40 -0400
Subject: [rt-users] Canned Responses to Tickets
In-Reply-To: <20040930145013.GC66555@ns2.wananchi.com>
References: <20040930145013.GC66555@ns2.wananchi.com>
Message-ID: <55048E80-12F2-11D9-B455-000A9578CFCC@khera.org>


On Sep 30, 2004, at 10:50 AM, Odhiambo Washington wrote:

> In rt-2.0.15, I was able to create canned responses to tickets, such
> that I would not have to type any text when responding to some commonly
> asked questions from users.
>

I believe the proper solution is RTFM (the product, not what you should 
do) :-)

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

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From vivek at khera.org  Thu Sep 30 11:23:58 2004
From: vivek at khera.org (Vivek Khera)
Date: Thu, 30 Sep 2004 11:23:58 -0400
Subject: [rt-users] encrypting fields and email
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590263D2F3@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED8590263D2F3@sew01063.maple.fg.rbc.com>
Message-ID: 


On Sep 30, 2004, at 11:02 AM, david.falkenburger at rbc.com wrote:

> I was thinking more along the lines of public and private key 
> technology. If
> I was to use the private key to encrypt all the data in one or more 
> fields,
> a key that I as developer generate, then having access to the database 
> or
>

So, the reader would be required to type the password to the private 
key to view every message?  What a pain.  You can't store it in the 
session or the DBA could get it from there.  This is the dilemma of a 
stateless protocol called HTTP :-)

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

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From wash at wananchi.com  Thu Sep 30 10:13:57 2004
From: wash at wananchi.com (Odhiambo Washington)
Date: Thu, 30 Sep 2004 17:13:57 +0300
Subject: [rt-users] Custom Fields HOWTO
Message-ID: <20040930141357.GB66555@ns2.wananchi.com>


I'd appreciate if someone can point me to any known documentation on
the implementation of Custom Fields in rt-3.2.x.
I am running rt-3.2.2

I would like to create some custom reply templates.


Thank you!


        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 david.falkenburger at rbc.com  Thu Sep 30 11:24:15 2004
From: david.falkenburger at rbc.com (Falkenburger, David)
Date: Thu, 30 Sep 2004 11:24:15 -0400
Subject: [rt-users] question about logged in user display
Message-ID: <1AA4003F8D264140917F84EDBF6ED85902EC0193@sew01063.maple.fg.rbc.com>

I am using RTIR-1.0.5 so I am still on RT-3.0.11. I have started looking at
RT-3.2.2 as well since latest version of RTIR 1.1.2 now supports RT 3.2.x.

What is the standalone unit that I need to customize? I will see if I can
find it but it would be great if you can point me to what I need to change.
Would this also change display of user everywhere? In drop down lists, logon
info at top of page, history entries, etc.

Thanks
Dave

-----Original Message-----
From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com]
Sent: Thursday, September 30, 2004 3:20 AM
To: david.falkenburger at rbc.com
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question about logged in user display


david.falkenburger at rbc.com wrote:
> Just wondering if there is a config option to display the real name or 
> nickname instead of the userid. I have set up RT to use the lan id's and 
> they are pretty cryptic and mostly numeric. Hard to recognize who 
> updated a ticket, or owns etc. Would be nice to display instead the real 
> name or nick name instead of the userid, or in addition to the userid.
What version of RT do you use?
RT 3.2.x uses standalone component to display user entry. All you need 
is customize it.

>  
> Is this option available? Maybe near future?
>  
> Do I just go in a mod the current code to provide this for now?
>  
> Thanks.
> Dave
> 
> ------------------------------------------------------------
> 
> 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.
> 
> ============================================================
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT wiki at http://wiki.bestpractical.com


____________________________________________________________
This e-mail 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.

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From Ruslan.Zakirov at acronis.com  Thu Sep 30 11:44:25 2004
From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov)
Date: Thu, 30 Sep 2004 19:44:25 +0400
Subject: [rt-users] Custom Fields HOWTO
In-Reply-To: <20040930141357.GB66555@ns2.wananchi.com>
References: <20040930141357.GB66555@ns2.wananchi.com>
Message-ID: <415C29D9.9020508@acronis.com>

Odhiambo Washington wrote:
> I'd appreciate if someone can point me to any known documentation on
> the implementation of Custom Fields in rt-3.2.x.
> I am running rt-3.2.2
> 
> I would like to create some custom reply templates.
0) http://wiki.bestpractical.com/index.cgi?Template

1) http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail

Template parts in
2) http://wiki.bestpractical.com/index.cgi?Contributions

then perldoc on RT lib files to know more about API.

> 
> 
> Thank you!
> 
> 
>         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



From wash at wananchi.com  Thu Sep 30 11:44:32 2004
From: wash at wananchi.com (Odhiambo Washington)
Date: Thu, 30 Sep 2004 18:44:32 +0300
Subject: [rt-users] Canned Responses to Tickets
In-Reply-To: <55048E80-12F2-11D9-B455-000A9578CFCC@khera.org>
References: <20040930145013.GC66555@ns2.wananchi.com>
	<55048E80-12F2-11D9-B455-000A9578CFCC@khera.org>
Message-ID: <20040930154432.GF66555@ns2.wananchi.com>

* Vivek Khera  [20040930 18:07]: wrote:
> 
> On Sep 30, 2004, at 10:50 AM, Odhiambo Washington wrote:
> 
> >In rt-2.0.15, I was able to create canned responses to tickets, such
> >that I would not have to type any text when responding to some commonly
> >asked questions from users.
> >
> 
> I believe the proper solution is RTFM (the product, not what you should 
> do) :-)

Thanks Vivek! I just landed the RTFM manual (the PDF) and I am now
reading with all concentration.

BTW, IIRC, I used to see those old StockAnswers in my rt-3.2.1 before
I installed RTFM. Once I installed RTFM, they were gone. Has anyone
else who migrated from rt2-rt3 seen that or I am simply hallucinating?
I just realized that today when this matter came up.


        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  Thu Sep 30 12:10:52 2004
From: eichhorn at ponton-consulting.de (=?ISO-8859-1?Q?J=F6rg_Eichhorn?=)
Date: Thu, 30 Sep 2004 18:10:52 +0200
Subject: [rt-users] Upgrade from 3.0.11 to 3.2.2 (Upgrade procedure or new
	install)
Message-ID: <5E06028B3BE45B05E8B07116@[192.168.200.77]>

Hello,

we plan to upgrade out RT from 3.0.11 to 3.2.2.
Since we plan to install in an a new server how should this be done?

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 ?

Thanks for help.

J?rg Eichhorn 


From mikef at ack.Berkeley.EDU  Thu Sep 30 12:15:43 2004
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Thu, 30 Sep 2004 09:15:43 -0700 (PDT)
Subject: [rt-users] RT3 Documentation
In-Reply-To: <415C16C0.6020709@acronis.com>
References: 
	<415C16C0.6020709@acronis.com>
Message-ID: 

On Thu, 30 Sep 2004 at 18:22 (+0400), Ruslan U. Zakirov wrote:

> Start from external utils on
> http://wiki.bestpractical.com/index.cgi?Contributions

Ruslan,

Thanks for your suggestions.  They do, however, illustrate the very
problem I'm having, given the limited time available to me for reading
html source, or possibly dozens of different scripts, in order to learn
about every possible field I might eventually want to deal with.
(Incidentally, our use of RT here is heavily based on external perl
scripts, so I want to be in a position to write ones in the future without
having to find and study more samples every time I need to accomplish a
new function).

>>   Create a ticket
> html/Ticket/Create.html parse form and create new ticket
>>   Change a ticket's queue, status, etc.
> html/Ticket/ModifyPeople.html
>>   Merge tickets
> html/Ticket/ModifyLinks.html
>>   Find last date/time a ticket was updated (*)

Is there an easy way for me to view these html files?

> $Ticket->LastUpdated; # returns ISO formated date
> $Ticket->LastUpdatedObj; # return RT::Date obj.
>>   Search for a ticket with a particular subject line
> my $Tickets = RT::Tickets->new( $RT::SystemUser );
> $Tickets->Limit(FIELD => 'Subject', OPERATOR => 'LIKE', VALUE => 'Foo');
> print $Tickets->Count;

OK, those examples show how to do specific things.  But that's just it:
they're specific.  Suppose I want some variation. I'd still need to know
what other fields are available.  For example, in the last sample above,
you show how to display the Count, but what if I want to display the ID
and the contents of each subject line for each ticket found.  What are the
field names for those?

This is why I regret the absence of a simple API definition document that
I could use as reference whenever I need to accomplish a new function.

Even the perl 'housekeeping' that I see in various sample scripts, e.g.,

   use RT;
   use RT::Interface::CLI qw(CleanEnv);
   use RT::Ticket;

   CleanEnv();
   RT::LoadConfig();
   RT::Init();

must, it seems, be taken 'on faith'.  When are each of the above 'used'
modules needed? What do 'CleanEnv()', 'LoadConfig()' and 'Init()' actually
do?  Are they always necessary?

And, for example, if I see code like this:

   my $queue = new RT::Queue($RT::SystemUser);

I find myself wondering:  what is 'SystemUser'?  And isn't '$RT' (as
opposed to 'RT') a perl variable?  If so, where is it set?

These are just some questions that occur to me as I read the sample
scripts and try to understand the API, so that as I write new scripts of
my own I know what I'm doing.

Thanks again;  I do appreciate your hints.  But given the time I have to
convert my scripts for RT3 (and position myself to write additional
scripts later), I'm still leaning toward the use of the 'rt' command,
which at least appears to be fully documented.

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 eichhorn at ponton-consulting.de  Thu Sep 30 12:02:23 2004
From: eichhorn at ponton-consulting.de (=?ISO-8859-1?Q?J=F6rg_Eichhorn?=)
Date: Thu, 30 Sep 2004 18:02:23 +0200
Subject: [rt-users] Upgrade from 3.0.11 to 3.2.2 (Upgreade procedure or new
	install)
Message-ID: <415C2E0F.2090709@ponton-consulting.de>

Hello,

we plan to upgrade out RT from 3.0.11 to 3.2.2.
Since we plan to install in an a new server how should this be done?

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 ?

Thanks for help.

J?rg Eichhorn


From jesse at bestpractical.com  Thu Sep 30 12:41:03 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 30 Sep 2004 12:41:03 -0400
Subject: [rt-users] encrypting fields and email
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590263D2F3@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED8590263D2F3@sew01063.maple.fg.rbc.com>
Message-ID: <84CCC58E-12FF-11D9-9C5B-000A95AE249E@bestpractical.com>


On Sep 30, 2004, at 11:02 AM, david.falkenburger at rbc.com wrote:

> I was thinking more along the lines of public and private key 
> technology. If I was to use the private key to encrypt all the data in 
> one or more fields, a key that I as developer generate, then having 
> access to the database or the server will not do you any good unless 
> you have the corresponding private key to decrypt. I could distribute 
> the private key to authorized individuals only. So now you would not 
> only have to be authorized to access RT, and the appropriate queue, 
> but would also need the public key available to your browser for 
> decryption.

So would all searching be done on the client side? If so, does that 
mean that I'd have to shovel several gigs of ticket content to the end 
user for searching?



From david.falkenburger at rbc.com  Thu Sep 30 13:06:03 2004
From: david.falkenburger at rbc.com (david.falkenburger at rbc.com)
Date: Thu, 30 Sep 2004 13:06:03 -0400
Subject: [rt-users] encrypting fields and email
Message-ID: <1AA4003F8D264140917F84EDBF6ED85902EC0198@sew01063.maple.fg.rbc.com>

No, that would of course not be a good design. I don't think all fields need
to be encrypted either. Transporting the public key for every http request
would be a bit of overhead but probably not that bad. Searching would of
course be quite a nightmare, may just have to make encrypted fields non
searchable otherwise like you said, would have to decrypt everything just to
search it, time consuming, would have to be done server side.

Not sure what a good solution for an incident database would be that would
store sensitive confidential data that other employees should not see. What
if we are investigating the dba or someone in the support team that supports
the machine, or someone very high up like a VP or CEO for that matter. We
also have to ensure that emails are encrypted for any communications
regarding the investigation.

I am drawing on my past experience with Lotus Notes where this type of
encryption was possible. Fields could be protected by public/private pair
keys and the public keys could be shipped to authorized users. When looking
at the database the key would automatically be used to decrypt the contents.
Even the developers would not be able to decrypt the data yet they could
continue development support. I don't know if this functionality made it
into Domino or not. Any RT developer or support person would pretty well
have the keys to all the data in the database.

The http://www.fourmilab.ch/javascrypt/ site has some interesting ideas, not
sure how this could be implemented. I would prefer to use certificates,
maybe imported into the browser.

If RT had protection down to the field level similar to RTFM then maybe that
would be sufficient. Will that be available anytime soon?

Thanks
Dave

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Thursday, September 30, 2004 12:41 PM
To: david.falkenburger at rbc.com
Cc: rt-users at lists.bestpractical.com; vivek at khera.org
Subject: Re: [rt-users] encrypting fields and email



On Sep 30, 2004, at 11:02 AM, david.falkenburger at rbc.com wrote:

> I was thinking more along the lines of public and private key 
> technology. If I was to use the private key to encrypt all the data in 
> one or more fields, a key that I as developer generate, then having 
> access to the database or the server will not do you any good unless 
> you have the corresponding private key to decrypt. I could distribute 
> the private key to authorized individuals only. So now you would not 
> only have to be authorized to access RT, and the appropriate queue, 
> but would also need the public key available to your browser for 
> decryption.

So would all searching be done on the client side? If so, does that 
mean that I'd have to shovel several gigs of ticket content to the end 
user for searching?


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

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.

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From jparsons-lists at saffron.net  Thu Sep 30 13:30:38 2004
From: jparsons-lists at saffron.net (Jason Parsons)
Date: Thu, 30 Sep 2004 13:30:38 -0400
Subject: [rt-users] encrypting fields and email
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED85902EC0198@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED85902EC0198@sew01063.maple.fg.rbc.com>
Message-ID: <71FAC323-1306-11D9-B1BC-000393D56A8A@saffron.net>


FWIW, I've been thinking this one through as well.  What I would like 
is to store customer run-books in RT ticket notes, including passwords. 
  I would like the passwords to be encrypted so that even if you have 
access to RT's database tables, you can't do anything without some 
private key (which lives on an RT user's computer, not on the server).  
I don't need to be able to search the encrypted notes.

The best idea I have come up with so far is some kind of java or 
javascript public key crypto, but I haven't thought through the whole 
set of problems that may encounter, or really looked into the 
alternatives much.

  - Jason



From jesse at bestpractical.com  Thu Sep 30 13:41:53 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 30 Sep 2004 13:41:53 -0400
Subject: [rt-users] encrypting fields and email
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED85902EC0198@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED85902EC0198@sew01063.maple.fg.rbc.com>
Message-ID: <20040930174153.GC9720@pallas.eruditorum.org>


> If RT had protection down to the field level similar to RTFM then maybe that
> would be sufficient. Will that be available anytime soon?

RT 3.4, which is currently in testing, has that level of granularity for
access control.

	Jesse



From david.falkenburger at rbc.com  Thu Sep 30 14:29:59 2004
From: david.falkenburger at rbc.com (david.falkenburger at rbc.com)
Date: Thu, 30 Sep 2004 14:29:59 -0400
Subject: [rt-users] encrypting fields and email
Message-ID: <1AA4003F8D264140917F84EDBF6ED85902EC0199@sew01063.maple.fg.rbc.com>

Excellent. One question though, will the new RTIR 1.1.2 be compatible or are
there enough changes in RT that would require updates to RTIR?

Thanks
Dave

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Thursday, September 30, 2004 1:42 PM
To: Falkenburger, David
Cc: rt-users at lists.bestpractical.com; vivek at khera.org
Subject: Re: [rt-users] encrypting fields and email



> If RT had protection down to the field level similar to RTFM then maybe
that
> would be sufficient. Will that be available anytime soon?

RT 3.4, which is currently in testing, has that level of granularity for
access control.

	Jesse


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

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.

============================================================
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From jesse at bestpractical.com  Thu Sep 30 14:32:40 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 30 Sep 2004 14:32:40 -0400
Subject: [rt-users] encrypting fields and email
In-Reply-To: <1AA4003F8D264140917F84EDBF6ED85902EC0199@sew01063.maple.fg.rbc.com>
References: <1AA4003F8D264140917F84EDBF6ED85902EC0199@sew01063.maple.fg.rbc.com>
Message-ID: <20040930183240.GH9720@pallas.eruditorum.org>




On Thu, Sep 30, 2004 at 02:29:59PM -0400, david.falkenburger at rbc.com wrote:
> Excellent. One question though, will the new RTIR 1.1.2 be compatible or are
> there enough changes in RT that would require updates to RTIR?

RT 3.3/4 should be fully backwards compatible with RT 3.2's API (Which
means RTIR 1.2 should work out of the box.)  As of RT 3.3.7, this isn't 100%
true yet.
> 
> Thanks
> Dave
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Thursday, September 30, 2004 1:42 PM
> To: Falkenburger, David
> Cc: rt-users at lists.bestpractical.com; vivek at khera.org
> Subject: Re: [rt-users] encrypting fields and email
> 
> 
> 
> > If RT had protection down to the field level similar to RTFM then maybe
> that
> > would be sufficient. Will that be available anytime soon?
> 
> RT 3.4, which is currently in testing, has that level of granularity for
> access control.
> 
> 	Jesse
> 
> 
> ------------------------------------------------------------
> 
> 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.
> 
> ============================================================

-- 


From vivek at khera.org  Thu Sep 30 15:11:54 2004
From: vivek at khera.org (Vivek Khera)
Date: Thu, 30 Sep 2004 15:11:54 -0400
Subject: [rt-users] Upgrade from 3.0.11 to 3.2.2 (Upgrade procedure or new
	install)
In-Reply-To: <5E06028B3BE45B05E8B07116@[192.168.200.77]>
References: <5E06028B3BE45B05E8B07116@[192.168.200.77]>
Message-ID: <97388306-1314-11D9-B455-000A9578CFCC@khera.org>


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



From jeff at theorbitor.com  Thu Sep 30 15:09:27 2004
From: jeff at theorbitor.com (jeff rak)
Date: Thu, 30 Sep 2004 15:09:27 -0400
Subject: [rt-users] RTFM - searching case-INsesnitive
Message-ID: <200409301509.27132.jeff@theorbitor.com>

Greetings,

After looking through the Wiki and list archives, I couldn't find an 
answer to this:

Is there a way to make searching in RTFM case-insensitive? 
I was looking for the equivelant of an RT_SiteConfig.pm for RTFM but 
could not seem to locate one. Any help would be greatly appreciated.

Thanks,
-rak


From john at trdlnk.com  Thu Sep 30 15:36:33 2004
From: john at trdlnk.com (John Giles)
Date: Thu, 30 Sep 2004 14:36:33 -0500
Subject: [rt-users] Upgrade from 3.0.11 to 3.2.2 (Upgrade procedure or new
	install)
In-Reply-To: <97388306-1314-11D9-B455-000A9578CFCC@khera.org>
References: <5E06028B3BE45B05E8B07116@[192.168.200.77]>
	<97388306-1314-11D9-B455-000A9578CFCC@khera.org>
Message-ID: 


Vivek
Could you be a bit more specific on your last item of your instructions?
1. Do the RT 3.2.2 installation ?
2. Followed by 'what' upgrade proceedure ?
3. Is the 'applying the schema change' done within in the upgrade section ?

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




From kerrboy at gmail.com  Thu Sep 30 16:28:53 2004
From: kerrboy at gmail.com (brianBOFH)
Date: Thu, 30 Sep 2004 16:28:53 -0400
Subject: [rt-users] auto-assign ticket owner based on From or To Headers
Message-ID: 

RT Guru's:

Is there a way to auto-assign a ticket to an owner?  I already use
rt-mailgate to sort out queue's.  I would like to setup an alias
user3-queue at domain.com, where that email would automagically be
assigned to user3 in said queue.

Thanks for your help!

-Brian


From r at elhames.co.uk  Thu Sep 30 16:20:08 2004
From: r at elhames.co.uk (R El - Hames)
Date: Thu, 30 Sep 2004 21:20:08 +0100
Subject: [rt-users] rt-3.2.1 query buider search per subject
Message-ID: <09a601c4a72a$e1589340$52c593c3@tiger>

Hi there;

Just upgraded to version to 3.2.1 , query builder is very impressive however
there is no search criteria for Ticket subject line , this is the most
searched for at our organisation .. Any one managed to add it ? any tips on
how to do it?

Roy



From r at elhames.co.uk  Thu Sep 30 17:18:54 2004
From: r at elhames.co.uk (R El - Hames)
Date: Thu, 30 Sep 2004 22:18:54 +0100
Subject: [rt-users] RT Autoload Error
References: <20040706201141.GG26641@qwestip.net>
Message-ID: <0ff501c4a733$178e29e0$52c593c3@tiger>

Hi there; Did you get any replies to this I am getting the same error not
sure why.. my system is gentoo with dbix-searchbuilder 1.01 and rt-3.2.1

Thanks;

Roy
----- Original Message -----
From: "Asif Iqbal" 
To: 
Sent: Tuesday, July 06, 2004 9:11 PM
Subject: [rt-users] RT Autoload Error


> Hi All
>
> When I click on the "Tickets" button sometimes I get the following error
> I could not find RT::Attribute::Name.
>
> 
>
> error:  RT::Attribute::Name Unimplemented in RT::Attributes.
> (/opt/rt3/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/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457
> /opt/rt3/lib/RT/Attributes_Overlay.pm:77
> /opt/rt3/lib/RT/Attributes_Overlay.pm:69
> /opt/rt3/lib/RT/Attributes_Overlay.pm:84
> /opt/rt3/lib/RT/Attributes_Overlay.pm:115
> /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:13
> /opt/rt3/share/html/Search/Elements/EditSearches:25
> /opt/rt3/share/html/Search/Build.html:65
> /opt/rt3/share/html/autohandler:199
>
> 
>
> Is this a bug I bump into?
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> There's no place like 127.0.0.1
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT wiki at http://wiki.bestpractical.com



From dimitry.faynerman at hypermediasystems.com  Thu Sep 30 17:21:51 2004
From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman)
Date: Thu, 30 Sep 2004 14:21:51 -0700
Subject: [rt-users] auto-assign ticket owner based on From or To Headers
In-Reply-To: 
Message-ID: <000601c4a733$80ead1e0$1004140a@DimitryFaynerman>


Not exactly what you want, but similar...
I wrote a scrip which assign a ticket to the queue's AdminCC

Condition: on create
Action: user defined
Preparation code: return 1;
Cleanup code:

if (defined($self->TicketObj->QueueObj->AdminCc->MembersObj->Next)) { 
   $self->TicketObj->SetOwner(
          $self->TicketObj->QueueObj->AdminCc->MembersObj->Next->MemberId);
}
return 1; 

Stage: Txn create
Template: global blank

Hope this helps
Dimitry




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of brianBOFH
Sent: Thursday, September 30, 2004 1:29 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] auto-assign ticket owner based on From or To Headers

RT Guru's:

Is there a way to auto-assign a ticket to an owner?  I already use
rt-mailgate to sort out queue's.  I would like to setup an alias
user3-queue at domain.com, where that email would automagically be
assigned to user3 in said queue.

Thanks for your help!

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

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



From r at elhames.co.uk  Thu Sep 30 16:33:19 2004
From: r at elhames.co.uk (R El - Hames)
Date: Thu, 30 Sep 2004 21:33:19 +0100
Subject: [rt-users] Upgrade from 3.0.11 to 3.2.2 (Upgrade procedure or
	newinstall)
References: <5E06028B3BE45B05E8B07116@[192.168.200.77]><97388306-1314-11D9-B455-000A9578CFCC@khera.org>
	
Message-ID: <09c001c4a72c$b90b4660$52c593c3@tiger>

The README within rt-3.2.2 is very good in explaining how to upgrade, I just
did the upgrade few days ago following the README instructions and it went
smoothly.

Roy
----- Original Message -----
From: "John Giles" 
To: "Vivek Khera" ; "RT Mailing List"

Sent: Thursday, September 30, 2004 8:36 PM
Subject: Re: [rt-users] Upgrade from 3.0.11 to 3.2.2 (Upgrade procedure or
newinstall)



Vivek
Could you be a bit more specific on your last item of your instructions?
1. Do the RT 3.2.2 installation ?
2. Followed by 'what' upgrade proceedure ?
3. Is the 'applying the schema change' done within in the upgrade section ?

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 amitra at hedgestreet.com  Thu Sep 30 17:28:42 2004
From: amitra at hedgestreet.com (Amitabh Mitra)
Date: Thu, 30 Sep 2004 14:28:42 -0700
Subject: [rt-users] Getting Permission Denied when Requestor replies to his
	own ticket
Message-ID: 

When a requester creates a ticket and posts a reply to his own ticket
the system is returning Permission Denied

Any ideas ?

Thanks
Amitabh

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From brently at bjwcs.com  Thu Sep 30 18:41:46 2004
From: brently at bjwcs.com (Brent Wiese)
Date: Thu, 30 Sep 2004 15:41:46 -0700
Subject: [rt-users] SATA raid card for FreeBSD box?
In-Reply-To: <31B5C58511AE2047B622A1C9E02BDA0725BBA0@email.gcc.local>
Message-ID: <200409301841642.SM01528@SAMBA>

> 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 $.

Cheers,
Brent




From cpwe at deakin.edu.au  Thu Sep 30 19:34:02 2004
From: cpwe at deakin.edu.au (Christopher Welsh)
Date: Fri, 01 Oct 2004 09:34:02 +1000
Subject: [rt-users] Problems installing RT on mandrake solved. Logos not
	working though.
In-Reply-To: <415C02B3.4090605@acronis.com>
References: <415BFF63.2000102@deakin.edu.au> <415C02B3.4090605@acronis.com>
Message-ID: <415C97EA.7040907@deakin.edu.au>

Ruslan U. Zakirov wrote:

> Christopher Welsh wrote:
>
>>
>> httpd.conf
>> Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>
> It's useless line :)
>
> It should be
>  
>      SetHandler default-handler
>  
>
> I'll update wiki.
>
> [snip]
>
>
I have added the above line (kept the "Alias /NoAuth/images/ 
/opt/rt3/share/html/NoAuth/images/') but still no luck. Here is a 
section of the html source code from the RT login page. Does this URL 
path look correct?


    
  
     
    

     
     
    



Not the path:

http://helpdesk.staff:80/NoAuth/images/bplogo.gif







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From dblavos at wyops.com  Thu Sep 30 19:28:49 2004
From: dblavos at wyops.com (Daniel Blavos)
Date: Thu, 30 Sep 2004 17:28:49 -0600
Subject: [rt-users] HTTP Interface
Message-ID: <000a01c4a745$40af7880$81a9a8c0@corp.wyops.com>

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?

Thanks a lot,
Daniel Blavos
dblavos at wyops.com
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From carl at xena.IPAustralia.gov.au  Thu Sep 30 20:35:05 2004
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: Fri, 01 Oct 2004 10:35:05 +1000
Subject: [rt-users] rt-3.2.1 query buider search per subject
In-Reply-To: <09a601c4a72a$e1589340$52c593c3@tiger>
References: <09a601c4a72a$e1589340$52c593c3@tiger>
Message-ID: <415CA639.1000103@xena.ipaustralia.gov.au>

Hi Roy,

R El - Hames wrote:

>Just upgraded to version to 3.2.1 , query builder is very impressive however
>there is no search criteria for Ticket subject line , this is the most
>  
>
I'm now running 3.2.2 and it's the top option in the left panel in query 
builder.  Check to see if it is one of the alternate options with 
"content", "content-type" or "filename".


Carl.