From barnaclebob at gmail.com Fri Apr 1 08:32:45 2005 From: barnaclebob at gmail.com (Barnacle Bob) Date: Fri, 1 Apr 2005 08:32:45 -0500 Subject: [rt-users] Erroneous Extra Requestors Message-ID: Ok so i have some scripts that make approval tickets based of of the parent ticket. In this template i have code to set the requestors of the approval ticket to those of the parent ticket. Here is the code: { my $requestors=$Tickets{"TOP"}->Requestors; my @emails=$requestors->MemberEmailAddresses(); foreach $item(@emails){ $out.="Requestor: ".$item."\r\n"; } $out; } Now most of the time this works fine. But some of the time extra requestors are added that are not even mentioned in the parent ticket. If any one sees and error in this code please send me a fix for it. Otherwise if any one is doing the same sort of thing (setting requestors in a template) could you send me the snippet of code you use? That would be so helpfull. People are starting to complain about the random messages getting sent to them. -Karl Pietri Northview Public Schools From anthonyl at yorku.ca Fri Apr 1 09:58:02 2005 From: anthonyl at yorku.ca (Anthony Leong) Date: Fri, 1 Apr 2005 09:58:02 -0500 (EST) Subject: [rt-users] rtname, namespace, etc In-Reply-To: <424CCE55.8010908@cps.com.au> References: <424CCE55.8010908@cps.com.au> Message-ID: Greetings, I am not sure if "all" the functions you need to modify are mentioned below. Anyways, I have not tried this before...so maybe you can give it a try. For what you want to do, you will have to modify some of the core files. First 2 files would be Email.pm EmailParser.pm and the function to modify is ParseTicketId. The third file would be SendEmail.pm and the function to modify is SetSubjectToken. However, take a look at http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT on customizing RT before doing any of that. You may also want to add a new variable in RT_SiteConfig.pm to make your customization more flexible. ie. an array of "domains" Anthony P.S. Hopefully that will give you a bit of a start. On Fri, 1 Apr 2005, Leo List wrote: > Our Customer support desk supports a number of different Web Based > applications. These applications have different support email addresses > and different domains. Ideally, I would like to run RT out of one > configuration and database, but I guess that only one $rtname is > supported. While I know how to change the templates to generate > different replies for different queues, I don't know how to set RT up > when a customer replies as by all accounts this uses $rtname. > > When I change the wording of the default auto reply template from > > Please include the string: > > [{$rtname} #{$Ticket->id}] > > > to > > Please include the string: > > myname.com.au [ #{$Ticket->id}] > > > The generated message meets our requirements, but when someone replies > to the message a new ticket is generated. I know why this happens, but > would like a to find a way around this if possible. > > > > Thanks, > > Leo > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From ccurvey at earthlink.net Fri Apr 1 10:34:51 2005 From: ccurvey at earthlink.net (Chris Curvey) Date: Fri, 01 Apr 2005 10:34:51 -0500 Subject: [rt-users] "make fixdeps" having trouble installing Apache::Session Message-ID: <424D6A1B.2060408@earthlink.net> Hi all, I'm sure this is a bit off-topic (more related to Perl than RT), but I'm trying to install RT just to give it a test drive, and I'm having problems with "make fixdeps". Everything got installed but Apache::Session, and when I try to install it, I get: t/99dbfile.........Can't locate DB_File.pm in @INC (@INC contains: /home/chris/.cpan/build/Apache-Session-1.6/blib/lib /home/chris/.cpan/build/Apache-Session-1.6/blib/arch /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 /usr/local/lib/perl5/site_perl/5.8.6/i686-linux /usr/local/lib/perl5/site_perl/5.8.6/i686-linux /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl/5.8.6/i686-linux /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 /usr/local/lib/perl5/site_perl/5.8.6/i686-linux /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl .) at /home/chris/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DB_File.pm line 14. When I try to manually install DB_File, I get: cc -c -I/usr/local/BerkeleyDB/include -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -O2 -DVERSION=\"1.811\" -DXS_VERSION=\"1.811\" -fpic "-I/usr/local/lib/perl5/5.8.6/i686-linux/CORE" -D_NOT_CORE -DmDB_Prefix_t=size_t -DmDB_Hash_t=u_int32_t version.c version.c:30:16: db.h: No such file or directory make: *** [version.o] Error 1 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Anybody seen anything like this? -Chris From jra at baylink.com Fri Apr 1 10:56:20 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 1 Apr 2005 10:56:20 -0500 Subject: [rt-users] Desktop app for rt 3.4.1 with AT In-Reply-To: ; from "Roland, Ryan M" on Wed, Mar 30, 2005 at 03:30:08PM -0500 References: Message-ID: <20050401105620.F32669@cgi.jachomes.com> On Wed, Mar 30, 2005 at 03:30:08PM -0500, Roland, Ryan M wrote: > However, you're right, due to the differing nature of the various > information we're trying to gather, we needed a different front > end. So we just created simple web forms that pass the data along > step-by-step (wizard-like) and then at the end, sends it wherever we > want it. > > I'm currently writing an article describing our layout in more detail. > But we like it because we're a small shop. So if someone comes to us > and says, "We need to be able to handle requests for office supplies." > All we have to do is create a queue, add the appropriate users, create > a small web form, and viola, insta-app! :) I prefer cello music, myself. :-) I wanted to say that this is a really nifty idea: the wizard front-end for non-savvy users, that is, and I look forward to your writeup -- hopefully for the wiki. :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Fri Apr 1 11:07:04 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 1 Apr 2005 11:07:04 -0500 Subject: [rt-users] "make fixdeps" having trouble installing Apache::Session In-Reply-To: <424D6A1B.2060408@earthlink.net>; from Chris Curvey on Fri, Apr 01, 2005 at 10:34:51AM -0500 References: <424D6A1B.2060408@earthlink.net> Message-ID: <20050401110704.G32669@cgi.jachomes.com> On Fri, Apr 01, 2005 at 10:34:51AM -0500, Chris Curvey wrote: > -DVERSION=\"1.811\" -DXS_VERSION=\"1.811\" -fpic > "-I/usr/local/lib/perl5/5.8.6/i686-linux/CORE" -D_NOT_CORE > -DmDB_Prefix_t=size_t -DmDB_Hash_t=u_int32_t version.c > version.c:30:16: db.h: No such file or directory > make: *** [version.o] Error 1 > /usr/bin/make -- NOT OK > Running make test > Can't test without successful make > Running make install > make had returned bad status, install seems impossible > > Anybody seen anything like this? You're missing a db-devel RPM? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From seph at directionless.org Fri Apr 1 11:11:07 2005 From: seph at directionless.org (seph) Date: Fri, 01 Apr 2005 11:11:07 -0500 Subject: [rt-users] Re: Browser's Authentication show up every time!! In-Reply-To: <1AE2004B175A3D4A8B6230A10D0B5BE368E4DD@mercury0.pyramidbrew.com> (Atom Powers's message of "Thu, 31 Mar 2005 08:54:27 -0800") References: <1AE2004B175A3D4A8B6230A10D0B5BE368E4DD@mercury0.pyramidbrew.com> Message-ID: >> I'm using LDAP authentication to allow users access RT. But, even so >> the user was autheticated with success, the authentication window keep >> showing up sometimes... However, this user had success in the first >> time.... So, where is the problem?? Apache? RT? LDAP Server? This isn't nearly enough information to suggest where the problem is. What's doing the ldap authentication, RT or Apache? If apache's doing the auth, did you tell RT to use external auth? seph From sven.sternberger at desy.de Fri Apr 1 10:51:13 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 01 Apr 2005 17:51:13 +0200 Subject: [rt-users] create tickets with multiline text field using the cli! Message-ID: <424D6DF1.7070408@desy.de> RT: 3.0.12 Hello! I try to write an script to make an ticket, utilizing the rt command line client: The cli call is: /usr/bin/rt create -t ticket set subject='test test test' Requestor="you.know.me at site.org" queue=testq Text="line1 line2 line3" so the problem is how can i specify a multiline textfield I think I tried everything (quoting,htmltags,singlequote) but bad look nothing works! regards! From jra at baylink.com Fri Apr 1 11:53:21 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 1 Apr 2005 11:53:21 -0500 Subject: [rt-users] create tickets with multiline text field using the cli! In-Reply-To: <424D6DF1.7070408@desy.de>; from Sven Sternberger on Fri, Apr 01, 2005 at 05:51:13PM +0200 References: <424D6DF1.7070408@desy.de> Message-ID: <20050401115321.K32669@cgi.jachomes.com> On Fri, Apr 01, 2005 at 05:51:13PM +0200, Sven Sternberger wrote: > I try to write an script to make an ticket, utilizing the rt > command line client: > > The cli call is: > > /usr/bin/rt create -t ticket set subject='test test test' > Requestor="you.know.me at site.org" queue=testq Text="line1 > line2 > line3" > > so the problem is how can i specify a multiline textfield > I think I tried everything (quoting,htmltags,singlequote) > but bad look nothing works! Well, you neglect to say how it *fails*, but I would ask two questions: 1) did you try backslashes? 2) what happens if you pipe the text into rt as it's stdin? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From rmreis at cpqd.com.br Fri Apr 1 11:56:08 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 1 Apr 2005 13:56:08 -0300 Subject: [rt-users] RES: Browser's Authentication show up every time!! Message-ID: Apache is doing the Authentication... and RT knows through $WebExternalAuth variable.... Well... Any other sugestion?! Thank's a lot!!! Rodolfo. -----Mensagem original----- De: seph [mailto:seph at directionless.org] Enviada em: sexta-feira, 1 de abril de 2005 13:11 Para: Rodolfo de Moraes Reis Cc: rt-users at lists.bestpractical.com Assunto: Re: Browser's Authentication show up every time!! >> I'm using LDAP authentication to allow users access RT. But, even so >> the user was autheticated with success, the authentication window keep >> showing up sometimes... However, this user had success in the first >> time.... So, where is the problem?? Apache? RT? LDAP Server? This isn't nearly enough information to suggest where the problem is. What's doing the ldap authentication, RT or Apache? If apache's doing the auth, did you tell RT to use external auth? seph From mose at ns.cune.edu Fri Apr 1 12:08:35 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Fri, 1 Apr 2005 11:08:35 -0600 (CST) Subject: [rt-users] RES: Browser's Authentication show up every time!! In-Reply-To: Message-ID: On Fri, 1 Apr 2005, Rodolfo de Moraes Reis wrote: > Apache is doing the Authentication... and RT knows through $WebExternalAuth variable.... > > Well... Any other sugestion?! As a previous poster suggested, this sounds like a cookie problem with your browser. You need to set cookie security lower (e.g., from high to medium) or specifically allow cookies from rt. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "What's the difference between involvement and committment? For breakfast, the chicken is involved, but the pig is committed." From john at trdlnk.com Fri Apr 1 12:20:16 2005 From: john at trdlnk.com (John Giles) Date: Fri, 01 Apr 2005 11:20:16 -0600 Subject: [rt-users] How to change the RT email subject line ? In-Reply-To: References: Message-ID: RT 3.4.1 MySQL v4 Fastcgi Mandrake 10.1 Has anyone changed the email subject line from [RT #12345] ??? How could the subject line be changed. TIA John Giles john at trdlnk.com From rmreis at cpqd.com.br Fri Apr 1 12:26:08 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 1 Apr 2005 14:26:08 -0300 Subject: RES: [rt-users] RES: Browser's Authentication show up every time!! Message-ID: I did right now and this authentication window keep showing up in my screen... I'm almost giving up!! :( Thanks a lot!! Rodolfo. -----Mensagem original----- De: Russell Mosemann [mailto:mose at ns.cune.edu] Enviada em: sexta-feira, 1 de abril de 2005 14:09 Para: Rodolfo de Moraes Reis Cc: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Browser's Authentication show up every time!! >> I'm using LDAP authentication to allow users access RT. But, even so >> the user was autheticated with success, the authentication window keep >> showing up sometimes... However, this user had success in the first >> time.... So, where is the problem?? Apache? RT? LDAP Server? On Fri, 1 Apr 2005, Rodolfo de Moraes Reis wrote: > Apache is doing the Authentication... and RT knows through $WebExternalAuth variable.... > > Well... Any other sugestion?! As a previous poster suggested, this sounds like a cookie problem with your browser. You need to set cookie security lower (e.g., from high to medium) or specifically allow cookies from rt. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "What's the difference between involvement and committment? For breakfast, the chicken is involved, but the pig is committed." From MarkRoedel at letu.edu Fri Apr 1 13:05:40 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 1 Apr 2005 12:05:40 -0600 Subject: [rt-users] RES: Browser's Authentication show up every time!! Message-ID: <434FADD5590FE344A09C7D7062F7FC4A5DC818@RACHAEL-NEW.letnet.net> Do these users actually exist in the RT user database? ($WebExternalAuth verifies that a username/password combination is valid, but the user also needs to be created in RT, given rights, etc...) -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rodolfo de Moraes Reis Sent: Friday, April 01, 2005 10:56 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RES: Browser's Authentication show up every time!! Apache is doing the Authentication... and RT knows through $WebExternalAuth variable.... Well... Any other sugestion?! Thank's a lot!!! Rodolfo. -----Mensagem original----- De: seph [mailto:seph at directionless.org] Enviada em: sexta-feira, 1 de abril de 2005 13:11 Para: Rodolfo de Moraes Reis Cc: rt-users at lists.bestpractical.com Assunto: Re: Browser's Authentication show up every time!! >> I'm using LDAP authentication to allow users access RT. But, even so >> the user was autheticated with success, the authentication window keep >> showing up sometimes... However, this user had success in the first >> time.... So, where is the problem?? Apache? RT? LDAP Server? This isn't nearly enough information to suggest where the problem is. What's doing the ldap authentication, RT or Apache? If apache's doing the auth, did you tell RT to use external auth? seph _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rmreis at cpqd.com.br Fri Apr 1 13:11:13 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 1 Apr 2005 15:11:13 -0300 Subject: RES: [rt-users] RES: Browser's Authentication show up every time!! Message-ID: if these users doesn't exist in my RT user database, it will be created (as a unprivileged user) because I seted $WebExternalAuto on RT_SiteConfig.pm. Thank's again... Rodolfo. -----Mensagem original----- De: Roedel, Mark [mailto:MarkRoedel at letu.edu] Enviada em: sexta-feira, 1 de abril de 2005 15:06 Para: Rodolfo de Moraes Reis; rt-users at lists.bestpractical.com Assunto: RE: [rt-users] RES: Browser's Authentication show up every time!! Do these users actually exist in the RT user database? ($WebExternalAuth verifies that a username/password combination is valid, but the user also needs to be created in RT, given rights, etc...) -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rodolfo de Moraes Reis Sent: Friday, April 01, 2005 10:56 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RES: Browser's Authentication show up every time!! Apache is doing the Authentication... and RT knows through $WebExternalAuth variable.... Well... Any other sugestion?! Thank's a lot!!! Rodolfo. -----Mensagem original----- De: seph [mailto:seph at directionless.org] Enviada em: sexta-feira, 1 de abril de 2005 13:11 Para: Rodolfo de Moraes Reis Cc: rt-users at lists.bestpractical.com Assunto: Re: Browser's Authentication show up every time!! >> I'm using LDAP authentication to allow users access RT. But, even so >> the user was autheticated with success, the authentication window keep >> showing up sometimes... However, this user had success in the first >> time.... So, where is the problem?? Apache? RT? LDAP Server? This isn't nearly enough information to suggest where the problem is. What's doing the ldap authentication, RT or Apache? If apache's doing the auth, did you tell RT to use external auth? seph _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From MarkRoedel at letu.edu Fri Apr 1 13:15:25 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 1 Apr 2005 12:15:25 -0600 Subject: [rt-users] RES: Browser's Authentication show up every time!! Message-ID: <434FADD5590FE344A09C7D7062F7FC4A5DC81F@RACHAEL-NEW.letnet.net> OK...and do your RT logs say anything interesting related to attempting to create those user records? -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rodolfo de Moraes Reis Sent: Friday, April 01, 2005 12:11 PM To: Roedel, Mark Cc: rt-users at lists.bestpractical.com Subject: RES: [rt-users] RES: Browser's Authentication show up every time!! if these users doesn't exist in my RT user database, it will be created (as a unprivileged user) because I seted $WebExternalAuto on RT_SiteConfig.pm. Thank's again... Rodolfo. -----Mensagem original----- De: Roedel, Mark [mailto:MarkRoedel at letu.edu] Enviada em: sexta-feira, 1 de abril de 2005 15:06 Para: Rodolfo de Moraes Reis; rt-users at lists.bestpractical.com Assunto: RE: [rt-users] RES: Browser's Authentication show up every time!! Do these users actually exist in the RT user database? ($WebExternalAuth verifies that a username/password combination is valid, but the user also needs to be created in RT, given rights, etc...) -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rodolfo de Moraes Reis Sent: Friday, April 01, 2005 10:56 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RES: Browser's Authentication show up every time!! Apache is doing the Authentication... and RT knows through $WebExternalAuth variable.... Well... Any other sugestion?! Thank's a lot!!! Rodolfo. -----Mensagem original----- De: seph [mailto:seph at directionless.org] Enviada em: sexta-feira, 1 de abril de 2005 13:11 Para: Rodolfo de Moraes Reis Cc: rt-users at lists.bestpractical.com Assunto: Re: Browser's Authentication show up every time!! >> I'm using LDAP authentication to allow users access RT. But, even so >> the user was autheticated with success, the authentication window keep >> showing up sometimes... However, this user had success in the first >> time.... So, where is the problem?? Apache? RT? LDAP Server? This isn't nearly enough information to suggest where the problem is. What's doing the ldap authentication, RT or Apache? If apache's doing the auth, did you tell RT to use external auth? seph _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jreeder at minutemenu.com Fri Apr 1 13:30:41 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Fri, 1 Apr 2005 12:30:41 -0600 Subject: [rt-users] Where does Authentication happen? Message-ID: Can someone point me to the module(s) that handles RT's authentication? I guess RT is handling auth all on its own, without hooking into PerlAuthenHandler and friends? Just a quick point in the right direction would be appreciated. Thanks, Jonathan Reeder -------------- next part -------------- An HTML attachment was scrubbed... URL: From raminder.braich at davey.com Fri Apr 1 14:48:56 2005 From: raminder.braich at davey.com (raminder.braich at davey.com) Date: Fri, 1 Apr 2005 14:48:56 -0500 Subject: [rt-users] Install on windows with Oracle Message-ID: <6F7213410A0CD71197DC0004AC4C2F1505D47A97@kent_mail01.ad.davey-tree.com> How can I install RT on windows with Oracle as the database? All I see is an EXE file which does not take any options for installation. Thanks. RB From todd at chaka.net Fri Apr 1 15:43:42 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 1 Apr 2005 15:43:42 -0500 Subject: [rt-users] RT Hack: Propogate permission to dependent tickets. Message-ID: <20050401204342.GR24548@chaka.net> In our organization we often have tickets that are linked with a dependency link. The role AdminCCs is given permission to see a ticket, but they could not see other tickets that their specific ticket depended on. I had some old code that made it possible to view a ticket if the AdminCc had permission to see a ticket that was depended on by a ticket they could see. Today I had a inspiration for doing this more cleanly. Here is the simpler and much faster code: Ticket_Overlay.pm: sub HasRight { my $self = shift; my %args = ( Right => undef, Principal => undef, @_ ); unless ( ( defined $args{'Principal'} ) and ( ref( $args{'Principal'} ) ) ) { Carp::cluck; $RT::Logger->crit("Principal attrib undefined for Ticket::HasRight"); return(undef); } my @Equiv; if ($args{Right} = 'ShowTicket') { my $deps = RT::Tickets->new($self->CurrentUser); $deps->LimitDependsOn($self->Id); while (my $tick = $deps->Next) { push @Equiv, $tick; } } return ( $args{'Principal'}->HasRight( Object => $self, EquivObjects => \@Equiv, Right => $args{'Right'} ) ); } ### End code ### This could be extended to recursively add all tickets in a dependency chain. I'll add this to the wiki. -Todd From mose at ns.cune.edu Fri Apr 1 15:46:45 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Fri, 1 Apr 2005 14:46:45 -0600 (CST) Subject: [rt-users] Where does Authentication happen? In-Reply-To: Message-ID: On Fri, 1 Apr 2005, Jonathan Reeder wrote: > Can someone point me to the module(s) that handles RT's authentication? ----> rt3/lib/RT/User.pm > I guess RT is handling auth all on its own, without hooking into > PerlAuthenHandler and friends? RT knows how to examine REMOTE_USER. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Our cantor can't cant, but he can can-can." From todd at chaka.net Fri Apr 1 15:47:37 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 1 Apr 2005 15:47:37 -0500 Subject: [rt-users] RT Hack: Propogate permission to dependent tickets. In-Reply-To: <20050401204342.GR24548@chaka.net> References: <20050401204342.GR24548@chaka.net> Message-ID: <20050401204737.GB19698@chaka.net> Correction, the proper file would be Ticket_Local.pm. I knew that! :) -Todd From 2o4tom at gmail.com Fri Apr 1 15:41:41 2005 From: 2o4tom at gmail.com (O4Tom) Date: Fri, 1 Apr 2005 13:41:41 -0700 Subject: [rt-users] Start-Up question... Message-ID: <6da9cccc05040112415ec01aef@mail.gmail.com> Hello all, I've gotten RT installed and configured. I'm running version 3.2.2 on Fedora Core 2. I can see the web interface, and it works. I can log in and move around. I'm able to send email to this system and have it show up on the server. I've set up the following aliases in /etc/aliases.. rt: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://xxx.xxx.net:2029/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://xxx.xxx.net::2029" Rt is running on port 2029 on this installation. I'm sending email to rt at xxx.xxx.net but I'm never seeing it pop up on my rt web interface. I don't see anything except for tickets that I create in the web interface. What am I missing? --Tom From mose at ns.cune.edu Fri Apr 1 15:49:39 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Fri, 1 Apr 2005 14:49:39 -0600 (CST) Subject: [rt-users] Where does Authentication happen? In-Reply-To: Message-ID: On Fri, 1 Apr 2005, Russell Mosemann wrote: > On Fri, 1 Apr 2005, Jonathan Reeder wrote: > > > Can someone point me to the module(s) that handles RT's authentication? > > ----> rt3/lib/RT/User.pm You might also find the following interesting. ----> rt3/local/share/html/autohandler ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Life, liberty and the purchase of happiness." - consumer rights From mose at ns.cune.edu Fri Apr 1 15:51:18 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Fri, 1 Apr 2005 14:51:18 -0600 (CST) Subject: [rt-users] Where does Authentication happen? In-Reply-To: Message-ID: On Fri, 1 Apr 2005, Russell Mosemann wrote: > You might also find the following interesting. > > ----> rt3/local/share/html/autohandler Arg. ----> rt3/share/html/autohandler You'll want to put your own version in the local tree, of course. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Please do not move the still life." - large sign by art display From todd at chaka.net Fri Apr 1 15:51:36 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 1 Apr 2005 15:51:36 -0500 Subject: [rt-users] Start-Up question... In-Reply-To: <6da9cccc05040112415ec01aef@mail.gmail.com> References: <6da9cccc05040112415ec01aef@mail.gmail.com> Message-ID: <20050401205136.GC19698@chaka.net> On Fri, Apr 01, 2005 at 01:41:41PM -0700, O4Tom wrote: > Hello all, > > I've gotten RT installed and configured. I'm running version 3.2.2 on > Fedora Core 2. > > I can see the web interface, and it works. I can log in and move > around. I'm able to send email to this system and have it show up on > the server. I've set up the following aliases in /etc/aliases.. > > rt: "|/opt/rt3/bin/rt-mailgate --queue General --action > correspond --url http://xxx.xxx.net:2029/" > rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action > comment --url http://xxx.xxx.net::2029" > > Rt is running on port 2029 on this installation. > > I'm sending email to rt at xxx.xxx.net but I'm never seeing it pop up on > my rt web interface. I don't see anything except for tickets that I > create in the web interface. What am I missing? > Not sure if matters by you have the queue General spelled two different ways. You also have 1 two many colons in front of the port for rt-comment. You should look at your mail logs to see if there are errors when mailgate tries to talk to your webserver. -Todd From dle at sympatico.ca Fri Apr 1 16:10:44 2005 From: dle at sympatico.ca (Dave Edwards) Date: Fri, 1 Apr 2005 16:10:44 -0500 Subject: [rt-users] Start-Up question... In-Reply-To: <6da9cccc05040112415ec01aef@mail.gmail.com> References: <6da9cccc05040112415ec01aef@mail.gmail.com> Message-ID: <20050401211044.GO10553@sympatico.ca> * O4Tom [2005-04-01T13:41-0700]: > Hello all, > > I've gotten RT installed and configured. I'm running version 3.2.2 on > Fedora Core 2. > > I can see the web interface, and it works. I can log in and move > around. I'm able to send email to this system and have it show up on > the server. I've set up the following aliases in /etc/aliases.. > > rt: "|/opt/rt3/bin/rt-mailgate --queue General --action > correspond --url http://xxx.xxx.net:2029/" > rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action > comment --url http://xxx.xxx.net::2029" > I'm not sure this is your problem, but make sure each of those lines is *one* logical line. I think the examples in the installation documentation have them as two logical lines, and that tripped me up at first. Dave. -- Dave Edwards Freelance and Technical Writer, With Special Interest in Open Source Software http://bigStory.homelinux.org -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From 2o4tom at gmail.com Fri Apr 1 16:18:29 2005 From: 2o4tom at gmail.com (O4Tom) Date: Fri, 1 Apr 2005 14:18:29 -0700 Subject: [rt-users] Start-Up question... In-Reply-To: <20050401211044.GO10553@sympatico.ca> References: <6da9cccc05040112415ec01aef@mail.gmail.com> <20050401211044.GO10553@sympatico.ca> Message-ID: <6da9cccc0504011318382311ba@mail.gmail.com> They need to be one line? I thought rt and rt-comments were each on their own line? On Apr 1, 2005 2:10 PM, Dave Edwards wrote: > * O4Tom [2005-04-01T13:41-0700]: > > Hello all, > > > > I've gotten RT installed and configured. I'm running version 3.2.2 on > > Fedora Core 2. > > > > I can see the web interface, and it works. I can log in and move > > around. I'm able to send email to this system and have it show up on > > the server. I've set up the following aliases in /etc/aliases.. > > > > rt: "|/opt/rt3/bin/rt-mailgate --queue General --action > > correspond --url http://xxx.xxx.net:2029/" > > rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action > > comment --url http://xxx.xxx.net::2029" > > > > I'm not sure this is your problem, but make sure each of those lines > is *one* logical line. I think the examples in the installation > documentation have them as two logical lines, and that tripped me up > at first. > > Dave. > -- > Dave Edwards > Freelance and Technical Writer, > With Special Interest in Open Source Software > http://bigStory.homelinux.org > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > -- The Donegal Express. http://www.donegalexpress.net "The opinions expressed are really your opinions as well. You just refuse to admit it to yourself." From sturner at MIT.EDU Fri Apr 1 16:18:25 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 01 Apr 2005 16:18:25 -0500 Subject: [rt-users] Start-Up question... In-Reply-To: <6da9cccc05040112415ec01aef@mail.gmail.com> Message-ID: <5.2.1.1.2.20050401161334.02052b48@po14.mit.edu> At Friday 4/1/2005 03:41 PM, O4Tom wrote: >rt: "|/opt/rt3/bin/rt-mailgate --queue General --action >correspond --url http://xxx.xxx.net:2029/" >rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action >comment --url http://xxx.xxx.net::2029" > >Rt is running on port 2029 on this installation. > >I'm sending email to rt at xxx.xxx.net but I'm never seeing it pop up on >my rt web interface. I don't see anything except for tickets that I >create in the web interface. What am I missing? Tom, You might get some more information by running the mailgate with debugging on from the command line - pipe your mail message (or any text, really) into: /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://xxx.xxx.net:2029/ --debug Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) sturner at mit.edu From dle at sympatico.ca Fri Apr 1 16:22:31 2005 From: dle at sympatico.ca (Dave Edwards) Date: Fri, 1 Apr 2005 16:22:31 -0500 Subject: [rt-users] Desktop app for rt 3.4.1 with AT In-Reply-To: References: Message-ID: <20050401212231.GP10553@sympatico.ca> * steverieger [2005-03-30T11:23-0500]: > > For those of you that have the mac os on your end users desktop I > have good news. I decided to write an apple app, that will let all > my users submit tickets without having to log in to the www page. > > > For the rt community I ask. How many of you have mac os as the > desktop os. Also are you interested in this, it will be released > under one of the gpl licenses. I would like to submit this into the > open source world, if there is a need, or a request for it. > I'd be interested in something like this. Would you consider creating an app suitable for multiple platforms? (Perhaps coded in Python or Perl with a GUI using the WxWidgets toolkit?) That would certainly broaden its usefulness. http://wxwidgets.org/ http://wxpython.sourceforge.net http://wxperl.sourceforge.net/ Dave. -- Dave Edwards Freelance and Technical Writer, With Special Interest in Open Source Software http://bigStory.homelinux.org -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From dle at sympatico.ca Fri Apr 1 16:23:48 2005 From: dle at sympatico.ca (Dave Edwards) Date: Fri, 1 Apr 2005 16:23:48 -0500 Subject: [rt-users] Start-Up question... In-Reply-To: <6da9cccc0504011318382311ba@mail.gmail.com> References: <6da9cccc05040112415ec01aef@mail.gmail.com> <20050401211044.GO10553@sympatico.ca> <6da9cccc0504011318382311ba@mail.gmail.com> Message-ID: <20050401212348.GQ10553@sympatico.ca> * O4Tom [2005-04-01T14:18-0700]: > They need to be one line? I thought rt and rt-comments were each on > their own line? > > On Apr 1, 2005 2:10 PM, Dave Edwards wrote: > > > > I'm not sure this is your problem, but make sure each of those lines > > is *one* logical line. I think the examples in the installation > > documentation have them as two logical lines, and that tripped me up > > at first. That's right -- each one on one logical line. Dave. -- Dave Edwards Freelance and Technical Writer, With Special Interest in Open Source Software http://bigStory.homelinux.org -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From 2o4tom at gmail.com Fri Apr 1 16:26:27 2005 From: 2o4tom at gmail.com (O4Tom) Date: Fri, 1 Apr 2005 14:26:27 -0700 Subject: [rt-users] Start-Up question... In-Reply-To: <20050401212348.GQ10553@sympatico.ca> References: <6da9cccc05040112415ec01aef@mail.gmail.com> <20050401211044.GO10553@sympatico.ca> <6da9cccc0504011318382311ba@mail.gmail.com> <20050401212348.GQ10553@sympatico.ca> Message-ID: <6da9cccc0504011326350c4a04@mail.gmail.com> Ok, they were set up on one logical line each. On Apr 1, 2005 2:23 PM, Dave Edwards wrote: > * O4Tom [2005-04-01T14:18-0700]: > > They need to be one line? I thought rt and rt-comments were each on > > their own line? > > > > On Apr 1, 2005 2:10 PM, Dave Edwards wrote: > > > > > > I'm not sure this is your problem, but make sure each of those lines > > > is *one* logical line. I think the examples in the installation > > > documentation have them as two logical lines, and that tripped me up > > > at first. > > That's right -- each one on one logical line. > > Dave. > -- > Dave Edwards > Freelance and Technical Writer, > With Special Interest in Open Source Software > http://bigStory.homelinux.org > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > -- The Donegal Express. http://www.donegalexpress.net "The opinions expressed are really your opinions as well. You just refuse to admit it to yourself." From sturner at MIT.EDU Fri Apr 1 16:48:23 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 01 Apr 2005 16:48:23 -0500 Subject: [rt-users] Start-Up question... In-Reply-To: <6da9cccc050401133550631a6e@mail.gmail.com> References: <5.2.1.1.2.20050401161334.02052b48@po14.mit.edu> <6da9cccc05040112415ec01aef@mail.gmail.com> <5.2.1.1.2.20050401161334.02052b48@po14.mit.edu> Message-ID: <5.2.1.1.2.20050401164556.02039408@po14.mit.edu> At Friday 4/1/2005 04:35 PM, O4Tom wrote: >Does this error make any sense to you? > >not ok - Ticket creation failed at /opt/rt3/bin/rt-mailgate line 482, ><> chunk 1. Nothing beyond the obvious (i.e. the ticket couldn't be created!). The perl debugger might be useful - you could step through the mailgate and you'd be able to dig a bit deeper. Steve From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 1 21:08:18 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 1 Apr 2005 21:08:18 -0500 Subject: [rt-users] Start-Up question... In-Reply-To: <5.2.1.1.2.20050401164556.02039408@po14.mit.edu> References: <5.2.1.1.2.20050401161334.02052b48@po14.mit.edu> <6da9cccc05040112415ec01aef@mail.gmail.com> <5.2.1.1.2.20050401161334.02052b48@po14.mit.edu> <5.2.1.1.2.20050401164556.02039408@po14.mit.edu> Message-ID: <20050401210818.y7tdks8oqsg4owgk@ucrwcu.rwc.uc.edu> Quoting Stephen Turner : > At Friday 4/1/2005 04:35 PM, O4Tom wrote: > >Does this error make any sense to you? > > > >not ok - Ticket creation failed at /opt/rt3/bin/rt-mailgate line 482, > ><> chunk 1. > > Nothing beyond the obvious (i.e. the ticket couldn't be created!). The perl > debugger might be useful - you could step through the mailgate and you'd be > able to dig a bit deeper. The default general queue does not use capitals. Try making the queue name general on your correspond line. I suspect that RT is blowing up because there is no queue General (unless you renamed it). DB > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From JoopvandeWege at mococo.nl Sat Apr 2 03:27:59 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Sat, 02 Apr 2005 10:27:59 +0200 Subject: [rt-users] Install on windows with Oracle In-Reply-To: <20050401204404.5F33B4D8176@diesel.bestpractical.com> References: <20050401204404.5F33B4D8176@diesel.bestpractical.com> Message-ID: <20050402102500.CD06.JOOPVANDEWEGE@mococo.nl> On Fri, 1 Apr 2005 15:44:04 -0500 (EST) rt-users-request at lists.bestpractical.com wrote: > How can I install RT on windows with Oracle as the database? All I see is > an EXE file which does not take any options for installation. Install using the exe package and afterwards edit the RT_SiteConfig to use Oracle and somehow get the starter database into it. Oneway todo that is to dump all the mysql data to file using insert statements and by hand create the schema for Oracle and import the dump. Easier would be to install RT from source on a Linux/Unix box and use Oracle as a backup from there. Joop -- Joop van de Wege From wolfy at enternet.hu Sun Apr 3 05:19:31 2005 From: wolfy at enternet.hu (Lorand Farkas) Date: Sun, 3 Apr 2005 11:19:31 +0200 Subject: [rt-users] setting up a mail gateway Message-ID: <20050403093720.0B2934D8070@diesel.bestpractical.com> Dear All, I have installed RT on Fedora Core 3 but my e-mail server (Lotus Domino R6) resides on a Windows 2003 Server. I would like to keep having RT installed on the Linux box while would like to set up the e-mail gateway on the Windows 2003 Server. Would you please give me some instructions how to do it? Thanks, Lorand. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sh.hancock at gmail.com Sun Apr 3 07:31:02 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Sun, 3 Apr 2005 06:31:02 -0500 Subject: [rt-users] setting up a mail gateway In-Reply-To: <20050403093720.0B2934D8070@diesel.bestpractical.com> References: <20050403093720.0B2934D8070@diesel.bestpractical.com> Message-ID: <78c5b141050403043155147563@mail.gmail.com> Lorand, We have a similar setup. We installed on FC3 and got the mail working with sendmail on the RT server as normal. Then we simply created a DNS entry on the Windows system for RT and created the mail accounts we wanted on the MS 2003 server and had them forward to the RT box. It works flawlessly so far. Mail for RT goes to help at ourcompany.com or sales at ourcompany.com and then is automatically forwarded to help or sales, etc at rt.ourcompany.com. This is totally transparent to the users and they do not need to remember another email address. We have spam controls set up on both ends (MS and RT) which gets the majority of spam since it is processed twice. The staff member on duty checks the mail boxes on the MS server several times a day to insure that all good mail is being forwarded and then removes them from the MS box. This may not be necessary after time but we want to insure at the beginning that all mail that should get though does. On Apr 3, 2005 4:19 AM, Lorand Farkas wrote: > > > > Dear All, > > > > I have installed RT on Fedora Core 3 but my e-mail server (Lotus Domino R6) > resides on a Windows 2003 Server. > > I would like to keep having RT installed on the Linux box while would like > to set up the e-mail gateway on the Windows 2003 Server. > > Would you please give me some instructions how to do it? > > > > Thanks, > > > > Lorand. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From cpwe at deakin.edu.au Sun Apr 3 08:08:17 2005 From: cpwe at deakin.edu.au (Christopher Welsh) Date: Sun, 03 Apr 2005 22:08:17 +1000 Subject: [rt-users] I need some friends Message-ID: <424FDCB1.8000505@deakin.edu.au> Hi, Well, I do have friends, unfortunately not where I need them in this case. I have set-up RT running in a basic mode; queues work with the client sending and receiving of email, and 3 of 4 admins can login via the web and happily respond to jobs. I've had to do this because of time constraints. However, a work mate(?) has canned it because of it's supposed inflexibility. I told them because of time constraints it is only configured with the basics, but he has used it as leverage to try some other helpdesk system. So the clock is now ticking and I'm real busy on other jobs. I'd appreciate anyone who could stick with me till I get the things I need doing done? Things I need to do. ----------------------------------------- 1. Active Directory Auth. RT is easy to configure; tonight I setup remind and escalate. But to really keep the wolves away from the door I need to enable windows users (non priv users) to login via ntlm and auth with ldap. The username needs to be the login name (I think I have read that the username is usually the user's email address which makes sense for email submissions from the user). Can this be done? Options? 2. NTLM auth so that they get the self serve without having to login 3. Self serve for the Windows users (I have an account and can login to self serve, so the web page works). Does an account need to be created in RT for no priv users when they login?) So that they can see their tickets in the queue. Not sure if I need to say this but, these users have been sending jobs to the desk via email, but others have not. The self serve interface has only been tested by me. 4. Add a requester's name to the nobody queue in small font and in red. Doing this allows the support person to see who sent the job and then give priority to the job. For example, if it's the boss we can see the job and who sent it easily. Or if we were looking out for a request from someone, etc. 5. RTFM Knowledge base I seriously need to get this to be accessible. Have read a little wiki, but do not understand how this works. Does it only accept attachments, can you go to RTFM and create a knowledge base articles; I cannot seem to be able to. 6. To be simply able to insert a link to an external page - this external page will search our net using nmap to find any VNC servers running and build a list so that we can grab the user's desktop. I want to use Ultra VNC to remotely access user's Xp desktops. Summary Sorry about offloading this to the group, but I know that if I get your help / pointers / examples, I may quickly be able to get RT a little more tweaked. Thanks, Chris -------------- next part -------------- A non-text attachment was scrubbed... Name: cpwe.vcf Type: text/x-vcard Size: 268 bytes Desc: not available URL: From cpwe at deakin.edu.au Sun Apr 3 09:57:53 2005 From: cpwe at deakin.edu.au (Christopher Welsh) Date: Sun, 03 Apr 2005 23:57:53 +1000 Subject: [rt-users] LDAP Auth In-Reply-To: References: Message-ID: <424FF661.6040907@deakin.edu.au> Hi Russell, Just downloaded this code. I have RT-3.2.2 running. I know you tested it on 3.4.1. Can you foresee any issues running it on 3.2.2. I'm curious, I have samba running in ADS mode and kerberos auth. Are you doing the same at your end? Oh, Now we have a choice of using Apache, samba, ldap. Any ideas on the advantages disadvantage of each? Russell Mosemann wrote: >On Fri, 18 Mar 2005, Obando, David DE - EV wrote: > > > >>I downloaded >>http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz >> >> > >Perhaps you missed the several posts about an update I made available that >includes authentication through SMB and the ability to choose the order >and authentication type. > >http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz > >---- >Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska >Audience: "Is hell really hot?" >Magic 8-ball: "Yes, but it's a dry heat." - Comic Strip Live > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: cpwe.vcf Type: text/x-vcard Size: 268 bytes Desc: not available URL: From mose at ns.cune.edu Sun Apr 3 11:12:11 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Sun, 3 Apr 2005 10:12:11 -0500 (CDT) Subject: [rt-users] LDAP Auth In-Reply-To: <424FF661.6040907@deakin.edu.au> Message-ID: On Sun, 3 Apr 2005, Christopher Welsh wrote: > I have RT-3.2.2 running. I know you tested it on 3.4.1. Can you foresee > any issues running it on 3.2.2. I don't know if it will work on 3.2.2 or what changes you might have to make. > I'm curious, I have samba running in ADS mode and kerberos auth. Are you > doing the same at your end? We are not currently running Samba. > Oh, Now we have a choice of using Apache, samba, ldap. Any ideas on the > advantages disadvantage of each? It depends on what works for you. All of our user information is in LDAP. For those who don't have passwords in LDAP, we authorize against SMB. I like the idea of RT handling authorization. Others prefer using Apache, because they can choose and configure Apache modules to do the work. RT doesn't require "extra" code in that case. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "A lazy electrical engineer takes the path of least resistance." From hyldgaard at gmail.com Sun Apr 3 13:29:19 2005 From: hyldgaard at gmail.com (Thomas Hyldgaard Hansen) Date: Sun, 3 Apr 2005 19:29:19 +0200 Subject: [rt-users] How to migrate from RT2 to RT3.4.1? Message-ID: <66eac81050403102977d30bca@mail.gmail.com> Hi I've tried to migrade an RT2 installation to a new RT 3.4.1 installation, but so far without luck. I'll appreciate if somebody can kick me in the right direction for this. From what I've read in the mailing lists (and experienced so far) then the steps should be like: 1) On the RT2 machine, use rt2-to-rt3-1.23 (rt-2.0-to-dumpfile) , to get dumps from the existing mysql database. 2) Moved the dumped database files to the new RT3 machine. 3) Use the earliest version 3 of RT 3.0.12, when using dumpfile-to-rt-3.0 (because RT 3.4.1 code in not compatible with the dumpfile-to-rt-3.0 code). For this to work the correct version of perl and Storable must be present, otherwise the dumper tickets from the RT2 dump cannot be read. 4) Next follow the 3.0.12 upgrade steps (as found in README/UPGRADE files). 5) Finally install RT 3.4.1 and follow upgrade steps (as found in README/UPGRADE files). Is something missing in these steps? Best regards, Thomas From dsr at mail.lns.cornell.edu Sun Apr 3 13:45:34 2005 From: dsr at mail.lns.cornell.edu (Dan Riley) Date: 03 Apr 2005 13:45:34 -0400 Subject: [rt-users] *very* slow 'OR' searches Message-ID: Cast: RT 3.4.1, perl 5.8.3, DBIx::SearchBuilder 1.22, MySQL 4.1.10a. Setting: a test database with 50 tickets Searching for "Subject LIKE 'kerberos'" takes a few hundreths of a second; same for "Content LIKE 'slip'". Searching for "Subject LIKE 'kerberos' OR Content LIKE 'slip'" takes 6 seconds (hundreds of times longer than the component queries); with a realistic number of slips it takes effectively forever (hours). The query produced is: SELECT DISTINCT main.* FROM Tickets main, Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Subject LIKE '%kerberos%') OR ((Attachments_2.Content LIKE '%slip%') AND (Attachments_2.TransactionId = Transactions_1.id) AND (main.id = Transactions_1.ObjectId) ) ) ORDER BY main.id ASC LIMIT 50; Feeding that into "explain" says, in part (trimmed to 72 columns): +----------------+------+-----------------------+---------------+------+ | table | type | possible_keys | key | rows | +----------------+------+-----------------------+---------------+------+ | main | ALL | PRIMARY | NULL | 51 | | Transactions_1 | ref | PRIMARY,Transactions1 | Transactions1 | 210 | | Attachments_2 | ALL | Attachments2 | NULL | 91 | +----------------+------+-----------------------+---------------+------+ which is not good. For the equivalent query: SELECT DISTINCT main.* FROM Tickets main JOIN Transactions Transactions_1 ON (main.id = Transactions_1.ObjectId) JOIN Attachments Attachments_2 ON (Attachments_2.TransactionId = Transactions_1.id) WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND (main.EffectiveId = main.id) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND ((main.Subject LIKE '%kerberos%') OR (Attachments_2.Content LIKE '%slip%')) ORDER BY main.id ASC LIMIT 50; explain is happier: +----------------+------+-----------------------+---------------+------+ | table | type | possible_keys | key | rows | +----------------+------+-----------------------+---------------+------+ | main | ALL | PRIMARY | NULL | 51 | | Transactions_1 | ref | PRIMARY,Transactions1 | Transactions1 | 2 | | Attachments_2 | ref | Attachments2 | Attachments2 | 1 | +----------------+------+-----------------------+---------------+------+ and the query runs in a few hundreths of a second. I find it somewhat worrisome that it is so easy to stumble across a simple search that takes essentially forever. Presumably this happens because neither the query builder nor the MySQL "optimizer" notices that the first term of the query doesn't depend on Attachments or Transactions, and so misses the opportunity to move the restrictions from the second term into JOIN clauses. In general this is probably a hard problem to solve, but couldn't the query builder do better on the simple "apples OR oranges" search? From mloftis at wgops.com Sun Apr 3 14:25:43 2005 From: mloftis at wgops.com (Michael Loftis) Date: Sun, 03 Apr 2005 12:25:43 -0600 Subject: [rt-users] *very* slow 'OR' searches In-Reply-To: References: Message-ID: --On Sunday, April 03, 2005 1:45 PM -0400 Dan Riley wrote: > I find it somewhat worrisome that it is so easy to stumble across a > simple search that takes essentially forever. Presumably this happens > because neither the query builder nor the MySQL "optimizer" notices MySQL doesn't have an optimizer, at all. Basically it takes a best guess based on query term ordering and available indices. It's reliable and predictable but the programmer (or in this cas search builder) has to do all the real work. > that the first term of the query doesn't depend on Attachments or > Transactions, and so misses the opportunity to move the restrictions > from the second term into JOIN clauses. In general this is probably a > hard problem to solve, but couldn't the query builder do better on the > simple "apples OR oranges" search? From jra at baylink.com Sun Apr 3 14:49:29 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sun, 3 Apr 2005 14:49:29 -0400 Subject: [rt-users] *very* slow 'OR' searches In-Reply-To: ; from Michael Loftis on Sun, Apr 03, 2005 at 12:25:43PM -0600 References: Message-ID: <20050403144929.A782@cgi.jachomes.com> On Sun, Apr 03, 2005 at 12:25:43PM -0600, Michael Loftis wrote: > > I find it somewhat worrisome that it is so easy to stumble across a > > simple search that takes essentially forever. Presumably this happens > > because neither the query builder nor the MySQL "optimizer" notices > > MySQL doesn't have an optimizer, at all. Basically it takes a best guess > based on query term ordering and available indices. It's reliable and > predictable but the programmer (or in this cas search builder) has to do > all the real work. Sounds like another good reason to use PgSQL instead. :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From martin.quinn at qi.com.au Sun Apr 3 19:21:55 2005 From: martin.quinn at qi.com.au (Martin Quinn) Date: Mon, 4 Apr 2005 09:21:55 +1000 Subject: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) Message-ID: Hi I have installed RT-3.4.1 on a solaris 9 (sparc) box, I am encountering problems with the actual Rt install procedures, I have been following the walkthru from Amy Rich(Sun BigAdmin), and everything seems to have installed fine, but when I invoke the command: Perl sbin/rt-test-dependencies --with-mysql --with-fastcgi I encounter the output: perl: 5.8.3users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...found web group (www)...found MASON dependencies: XML::RSS ...MISSING FASTCGI dependencies: MAILGATE dependencies: CLI dependencies: CORE dependencies: MIME::Entity 5.108...MISSING DEV dependencies: MYSQL dependencies: Please does anyone have any tips on how to fix this, Ive had smooth sailing so far and now im stumped. Regards, Martin Quinn From steve at n2sw.com Sun Apr 3 21:26:18 2005 From: steve at n2sw.com (steverieger) Date: Sun, 03 Apr 2005 21:26:18 -0400 Subject: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) In-Reply-To: Message-ID: On 4/3/05 7:21 PM, "Martin Quinn" wrote: > Hi I have installed RT-3.4.1 on a solaris 9 (sparc) box, I am encountering > problems with the actual Rt install procedures, > I have been following the walkthru from Amy Rich(Sun BigAdmin), and > everything seems to have installed fine, but when I invoke the command: > > Perl sbin/rt-test-dependencies --with-mysql --with-fastcgi > > I encounter the output: > > perl: > 5.8.3users: > rt group (rt)...found > bin owner (root)...found > libs owner (root)...found > libs group (bin)...found > web owner (www)...found > web group (www)...found > MASON dependencies: > XML::RSS ...MISSING > FASTCGI dependencies: > MAILGATE dependencies: > CLI dependencies: > CORE dependencies: > MIME::Entity 5.108...MISSING > DEV dependencies: > MYSQL dependencies: > > Please does anyone have any tips on how to fix this, Ive had smooth sailing > so far and now im stumped. > > Regards, > Martin Quinn > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > Two things, while that doc is great its a bit old, read the README that came along with rt. Also make sifdeps will correct this, or you can install via cpan From martin.quinn at qi.com.au Sun Apr 3 22:13:55 2005 From: martin.quinn at qi.com.au (Martin Quinn) Date: Mon, 4 Apr 2005 12:13:55 +1000 Subject: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) In-Reply-To: Message-ID: I keep getting the same problem saying that XML::RSS and MIME::Entitiy 5.108 are missing. Ive read the README and followed the guide, but still seem to have the same problem occurring. bash-2.05# make testdeps //usr/local/bin//perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...found web group (www)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS ...MISSING MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.21...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...MISSING Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found Time::HiRes ...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 Cache::Simple::TimedExpiry ...found XML::Simple ...found DEV dependencies: Regexp::Common ...found Test::Inline ...found Apache::Test ...found HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found Test::WWW::Mechanize ...found Module::Refresh 0.03...found MYSQL dependencies: DBD::mysql 2.1018...found bash-2.05# > Hi I have installed RT-3.4.1 on a solaris 9 (sparc) box, I am > encountering problems with the actual Rt install procedures, I have > been following the walkthru from Amy Rich(Sun BigAdmin), and > everything seems to have installed fine, but when I invoke the command: > > Perl sbin/rt-test-dependencies --with-mysql --with-fastcgi > > I encounter the output: > > perl: > 5.8.3users: > rt group (rt)...found > bin owner (root)...found > libs owner (root)...found > libs group (bin)...found > web owner (www)...found > web group (www)...found > MASON dependencies: > XML::RSS ...MISSING > FASTCGI dependencies: > MAILGATE dependencies: > CLI dependencies: > CORE dependencies: > MIME::Entity 5.108...MISSING > DEV dependencies: > MYSQL dependencies: > > Please does anyone have any tips on how to fix this, Ive had smooth > sailing so far and now im stumped. > > Regards, > Martin Quinn > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > Two things, while that doc is great its a bit old, read the README that came along with rt. Also make sifdeps will correct this, or you can install via cpan From sam.snow at christianheritageschool.org Sun Apr 3 22:26:11 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Sun, 3 Apr 2005 20:26:11 -0600 (MDT) Subject: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) In-Reply-To: References: Message-ID: <53377.199.72.150.131.1112581571.squirrel@aslan.christianheritageschool.org> Martin Quinn said: > I keep getting the same problem saying that XML::RSS and MIME::Entitiy > 5.108 > are missing. > Ive read the README and followed the guide, but still seem to have the > same > problem occurring. > > > > > Two things, while that doc is great its a bit old, read the README that > came > along with rt. Also make sifdeps will correct this, or you can install via > cpan > > So you need to go back to http://www.sun.com/bigadmin/features/articles/req_track_1.html and look at the section that talks about how to install modules via cpan. Install the two modules you are missing. Sam From martin.quinn at qi.com.au Sun Apr 3 22:48:54 2005 From: martin.quinn at qi.com.au (Martin Quinn) Date: Mon, 4 Apr 2005 12:48:54 +1000 Subject: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) In-Reply-To: <53377.199.72.150.131.1112581571.squirrel@aslan.christianheritageschool.org> Message-ID: I went back over the CPAN section and was able to install one of the modules missing (MIME::Base64)...but the MASON - XML::RSS module doesn't seem to install -----Original Message----- From: Sam Snow [mailto:sam.snow at christianheritageschool.org] Sent: Monday, 4 April 2005 12:26 PM To: Martin Quinn Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) Martin Quinn said: > I keep getting the same problem saying that XML::RSS and MIME::Entitiy > 5.108 > are missing. > Ive read the README and followed the guide, but still seem to have the > same problem occurring. > > > > > Two things, while that doc is great its a bit old, read the README > that came along with rt. Also make sifdeps will correct this, or you > can install via cpan > > So you need to go back to http://www.sun.com/bigadmin/features/articles/req_track_1.html and look at the section that talks about how to install modules via cpan. Install the two modules you are missing. Sam From martin.quinn at qi.com.au Sun Apr 3 23:01:12 2005 From: martin.quinn at qi.com.au (Martin Quinn) Date: Mon, 4 Apr 2005 13:01:12 +1000 Subject: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) In-Reply-To: Message-ID: I found the problem, the XML::Parser was not installed properly, used CPAN to correct this and then re-installed XML::RSS it seems to have fixed the problem and now when I run the rt-test-dependencies --with-mysql --with-fastcgi it all comes up rosey. Thanks all for your help Regards, Martin Quinn -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Martin Quinn Sent: Monday, 4 April 2005 12:49 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) I went back over the CPAN section and was able to install one of the modules missing (MIME::Base64)...but the MASON - XML::RSS module doesn't seem to install -----Original Message----- From: Sam Snow [mailto:sam.snow at christianheritageschool.org] Sent: Monday, 4 April 2005 12:26 PM To: Martin Quinn Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Rt-3.4.1 on Solaris 9 (sparc) Martin Quinn said: > I keep getting the same problem saying that XML::RSS and MIME::Entitiy > 5.108 > are missing. > Ive read the README and followed the guide, but still seem to have the > same problem occurring. > > > > > Two things, while that doc is great its a bit old, read the README > that came along with rt. Also make sifdeps will correct this, or you > can install via cpan > > So you need to go back to http://www.sun.com/bigadmin/features/articles/req_track_1.html and look at the section that talks about how to install modules via cpan. Install the two modules you are missing. Sam _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From andrew at staff.esc.net.au Sun Apr 3 23:07:25 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Mon, 4 Apr 2005 12:37:25 +0930 Subject: [rt-users] Showing the owner on RT at a glance In-Reply-To: Message-ID: <20050404031009.D388061C2A1@sr-gw.esc.net.au> Hi People, I have created a new element to show overdue jobs in the home screen, however, I cant seem to get the owner to display. I have added Owner to where it calls the Format, but that doesn't seem to work. The heading is there, but nothing is displayed underneath.... X Overdue Jobs # Subject Queue Owner Due 1 (No subject) L1support Not set 2 oops L1support Not set 3 dskljhskdjl L2support Not set 4 test L1support Not set Can anyone help? From sak8 at eecs.cwru.edu Sun Apr 3 23:42:16 2005 From: sak8 at eecs.cwru.edu (Simon Kuhn) Date: Sun, 3 Apr 2005 23:42:16 -0400 Subject: [rt-users] Showing the owner on RT at a glance In-Reply-To: <20050404031009.D388061C2A1@sr-gw.esc.net.au> References: <20050404031009.D388061C2A1@sr-gw.esc.net.au> Message-ID: You want to call it OwnerName. The names you can use are in share/html/Elements/RT__Ticket/ColumnMap. If you put in a name not in that file, it does the heading but leaves the other stuff blank. Simon > I have added Owner to where it calls the Format, but that doesn't seem > to > work. The heading is there, but nothing is displayed underneath.... > > X Overdue Jobs > # Subject Queue Owner Due > 1 (No subject) L1support Not set > 2 oops L1support Not set > 3 dskljhskdjl L2support Not set > 4 test L1support Not set From andrew at staff.esc.net.au Mon Apr 4 00:52:37 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Mon, 4 Apr 2005 14:22:37 +0930 Subject: [rt-users] Owners and Requestors In-Reply-To: Message-ID: <20050404045523.9884961C2A6@sr-gw.esc.net.au> Hi, Each fortnight, we run a script that inserts 500 or so new tickets in to RT. Each one has a different requestor. The problem is, that when logged in as root, and I want to assign jobs to people, the drop down list that I can assign the job to includes all these requestors, when all I want is the 7 staff members (users) that are in the system. Is there a way I can restrict the drop down? Thanks Andrew From ccrembil at openware.biz Mon Apr 4 01:56:57 2005 From: ccrembil at openware.biz (Carlos Crembil) Date: Mon, 4 Apr 2005 02:56:57 -0300 Subject: [rt-users] A privilege user can "Autocreate a user added as a watcher" without rights Message-ID: PROBLEM A privileged user does not have the right 'AdminUsers'. But presses the "New ticket in" button, creates a ticket with a fake requestor address, and the system creates a non privileged account with this address. SCENARIO I'm running RT 3.4.0 over Linux Suse 9.2. The privileged account is just a member of Everyone and Privileged groups. The ticket is created in a queue named "Helpdesk" (and also happens in other queues). My system has the following rights: Queue group rights: - ReplyToTicket, SeeQueue, and ShowTicket to Everyone - CommentOnTicket, CreateTicket, ModifyTicket, ShowTicketComments to Privileged - CreateTicket to Non privileged - ModifyTicket to Requestor Queue user right: - none Global user rights: - SuperUser to root. Global group rights: - ModifySelf to Everyone. DEBUGGING The function HasRight() inside module "lib/RT/Principal_Overlay.pm" gets the arguments "AdminUsers" and "RT::System", and makes the following SQL query: SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'AdminUsers') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = '1')) AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) LIMIT 1 This query returns 1 row, with id=1. The complete row for this query is +----+---------------+-------------+-----------+------------+----------+-------------+---------------+----+--------+-----------------------+----------------+-----------+----------+----+---------------+----------+----------+----+---------+----------+------+-------------------+----------+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | id | Name | Description | Domain | Type | Instance | id | PrincipalType | ObjectId | Disabled | id | GroupId | MemberId | Via | ImmediateParentId | Disabled | +----+---------------+-------------+-----------+------------+----------+-------------+---------------+----+--------+-----------------------+----------------+-----------+----------+----+---------------+----------+----------+----+---------+----------+------+-------------------+----------+ | 1 | Group | 2 | SuperUser | RT::System | 1 | 0 | 0 | 2 | User 1 | ACL equiv. for user 1 | ACLEquivalence | UserEquiv | 1 | 2 | Group | 2 | 0 | 2 | 2 | 1 | 2 | 2 | 0 | +----+---------------+-------------+-----------+------------+----------+-------------+---------------+----+--------+-----------------------+----------------+-----------+----------+----+---------------+----------+----------+----+---------+----------+------+-------------------+----------+ QUESTIONS Why does this user inherits SuperUser rights? Is this a bug? Has anyone had the same problem? Regards, Carlos Crembil Professional Services http://openware.biz eMail: ccrembil at openware.biz From i.norton at lancaster.ac.uk Mon Apr 4 05:09:42 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 4 Apr 2005 10:09:42 +0100 Subject: [rt-users] How to migrate from RT2 to RT3.4.1? Message-ID: <7F332A8009EE5D4CB62C87717A3498A10C64338A@exchange-be1.lancs.ac.uk> Thomas, I upgraded from 2.0.15 to 3.2.3 then to 3.4.1 basically doing the steps that you mentioned. We're using PostgreSQL rather than MySQL, so I suspect that your issues may be different to those I experienced. I had trouble with the default database encoding changing between the major versions of RT - this was an issue in importing the tickets back into the fresh 3.2.3 install. The next issue was the database sequence numbers, followed lastly by problems with the table schema for the custom fields (Although this wasn't a show stopper until we started trying to use custom fields). My perl modules were installed direct from CPAN with the latest versions with no problems. I kept the original server running along side the new one until I was happy with everything, so the export happened with the older libs. Are you having specific problems that others on the list may have experienced? Regards, Ian. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Hyldgaard Hansen Sent: 03 April 2005 18:29 To: rt-users at lists.bestpractical.com Subject: [rt-users] How to migrate from RT2 to RT3.4.1? Hi I've tried to migrade an RT2 installation to a new RT 3.4.1 installation, but so far without luck. I'll appreciate if somebody can kick me in the right direction for this. >From what I've read in the mailing lists (and experienced so far) then the steps should be like: 1) On the RT2 machine, use rt2-to-rt3-1.23 (rt-2.0-to-dumpfile) , to get dumps from the existing mysql database. 2) Moved the dumped database files to the new RT3 machine. 3) Use the earliest version 3 of RT 3.0.12, when using dumpfile-to-rt-3.0 (because RT 3.4.1 code in not compatible with the dumpfile-to-rt-3.0 code). For this to work the correct version of perl and Storable must be present, otherwise the dumper tickets from the RT2 dump cannot be read. 4) Next follow the 3.0.12 upgrade steps (as found in README/UPGRADE files). 5) Finally install RT 3.4.1 and follow upgrade steps (as found in README/UPGRADE files). Is something missing in these steps? Best regards, Thomas _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From minduni at ti-edu.ch Mon Apr 4 06:03:49 2005 From: minduni at ti-edu.ch (Marco Induni) Date: Mon, 04 Apr 2005 12:03:49 +0200 Subject: [rt-users] How to migrate from RT2 to RT3.4.1? In-Reply-To: <66eac81050403102977d30bca@mail.gmail.com> References: <66eac81050403102977d30bca@mail.gmail.com> Message-ID: <42511105.7060705@ti-edu.ch> Thomas Hyldgaard Hansen wrote: > Hi > > I've tried to migrade an RT2 installation to a new RT 3.4.1 > installation, but so far without luck. > > I'll appreciate if somebody can kick me in the right direction for > this. From what I've read in the mailing lists (and experienced so > far) then the steps should be like: > > 1) On the RT2 machine, use rt2-to-rt3-1.23 (rt-2.0-to-dumpfile) , to > get dumps from the existing mysql database. > 2) Moved the dumped database files to the new RT3 machine. > 3) Use the earliest version 3 of RT 3.0.12, when using > dumpfile-to-rt-3.0 (because RT 3.4.1 code in not compatible with the > dumpfile-to-rt-3.0 code). > For this to work the correct version of perl and Storable must be > present, otherwise the dumper tickets from the RT2 dump cannot be > read. > 4) Next follow the 3.0.12 upgrade steps (as found in README/UPGRADE files). > 5) Finally install RT 3.4.1 and follow upgrade steps (as found in > README/UPGRADE files). > > Is something missing in these steps? > > Best regards, > Thomas > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com Hallo, I've upgraded from 1.0.1 to 3.2.3 (with all the intermediate steps), and all workes almost good. The problem is that when you try to upgrade from 3.2.3 to 3.4.x, there are big problem on the tickets (the comment are lost .!) I also tried to install an intermediate version 3.3.x but the problem was the same. So maybe you could start to upgrade to the 3.2.3 version. Anyone else had this problem (i.e. migratione from 3.2.3 to the latest ?) Thanky you -- Marco Induni Universita` della Svizzera italiana Servizi informatici / TI-EDU Galleria 2 CH-6928 Manno (Switzerland) E-mail: minduni at ti-edu.ch Tel: +41 58 666 6656 Fax: +41 58 666 6650 From prashanth at vebtel.com Mon Apr 4 06:05:37 2005 From: prashanth at vebtel.com (Vebtel - Prashanth) Date: Mon, 4 Apr 2005 15:35:37 +0530 Subject: [rt-users] RT+ fastcgi problem Message-ID: I want to set up RT-3.41 with fastcgi on linux. I installed RT successfully and when iam trying to put webinterface using mod_fastcgi getting below error in error log. Iam getting 500 server error at webpage. How to configure this in httpd.conf. Please give me the solution... [Mon Apr 04 00:15:22 2005] [error] [client 201.40.65.12] FastCGI: comm with (dynamic) server "/opt/rt3/bin/mason_handler.fcgi" aborted: (first read) idle timeout (30 sec) [Mon Apr 04 00:15:22 2005] [error] [client 201.40.65.12] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" [Mon Apr 04 01:28:33 2005] [error] [client 201.40.65.12] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) [Mon Apr 04 01:28:33 2005] [error] [client 201.40.65.12] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" [Mon Apr 04 01:38:12 2005] [error] [client 201.40.65.12] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) [Mon Apr 04 01:38:12 2005] [error] [client 201.40.65.12] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" [Mon Apr 04 02:02:18 2005] [error] [client 201.40.65.12] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) [Mon Apr 04 02:02:18 2005] [error] [client 201.40.65.12] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Mon Apr 4 07:13:46 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 04 Apr 2005 13:13:46 +0200 Subject: [rt-users] create tickets with multiline text field using the cli! In-Reply-To: <20050401115321.K32669@cgi.jachomes.com> References: <424D6DF1.7070408@desy.de> <20050401115321.K32669@cgi.jachomes.com> Message-ID: <4251216A.2050305@desy.de> Hello! I still don't get any newline in my textfield usindg the cli. As I posted before the normal stuff like using a "\n" or here-documents or html-tags don't show any effect. > Well, you neglect to say how it *fails*, but I would ask two questions: So all special chars seems to be quoted, and also double "\\" don't help. I think the only way to do it is to modify the command line client, or the the REST stuff on the server side. but I don't have the time to look in the code. any help will appreciate! regards sven From mose at ns.cune.edu Mon Apr 4 07:29:20 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Mon, 4 Apr 2005 06:29:20 -0500 (CDT) Subject: [rt-users] Owners and Requestors In-Reply-To: <20050404045523.9884961C2A6@sr-gw.esc.net.au> Message-ID: On Mon, 4 Apr 2005, Andrew Xenides wrote: > Each fortnight, we run a script that inserts 500 or so new tickets in to RT. > Each one has a different requestor. > > The problem is, that when logged in as root, and I want to assign jobs to > people, the drop down list that I can assign the job to includes all these > requestors, when all I want is the 7 staff members (users) that are in the > system. > > Is there a way I can restrict the drop down? Make all accounts other than staff accounts unprivileged. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "There's a simple solution to every problem if you're just willing to implement it." - Mark Lemke From cpwe at deakin.edu.au Mon Apr 4 07:49:04 2005 From: cpwe at deakin.edu.au (Christopher Welsh) Date: Mon, 04 Apr 2005 21:49:04 +1000 Subject: [rt-users] RT vs ........ Message-ID: <425129B0.6090508@deakin.edu.au> Hi, Let me first say I am being sincere here with my questions. I simply wish to find reasons to keep RT over Track-IT. It's solid and does a good job. Need your thoughts. I wish to keep RT, unfortunately it seems it's not a case of apple for apples, and my workmate puts together some good points and Track-IT seems feature rich. Mind you that unlike what he says about us putting RT in to get us started was crap. No one in their right mind installs RT on Mandrake linux as a short term stop gap. The way he puts things makes track-it definitely is much more feature rich. From what he says below, Track-it seems to be much more than just a helpdesk. Any points in favour of RT? Anyone usedTrack-IT or know about it? Anything better than these two products? Anyone contract offer setup support for RT? As the prices my workmate found on the Bestpracticle site are beyond our scope Your thoughts? Please note that when I drafted my email to him, I did not know what exactly the product was he was looking at. Begin my original message ------------------------- Over the weekend I enabled the following in RT: 1. Job - Escalation o Jobs are escalated every 24 hours. They are set to highest priority after 4 days (I est 4 days to be when we have resolved most jobs by.) 2. End user - Self service web interface - users can check / add jobs to the queue - requested by Pauld 3. Reminded - via email - sends a list of open/new jobs with priorities to the help desk operator o You are reminded via email about the following: o New jobs from two days of creation o Jobs still open every 7 days Other requests Todo. o Knowledge base - is installed not yet configured. o Add sender's name to his/her job in the "new" jobs list in the queue o Enable Active directory authentication for Self Service web interface. Customisation The system supports overlays, so one can customize any aspect of the helpdesk with little interruption to future upgrades. Nice feature. ie. Someone on the list is working on a wizard interface (rather than standard web interface) for users. Users can use a wizard to guide them though the steps of adding jobs to the helpdesk. Clarification on Friday's meeting In relation to changing helpdesk systems, I'm not sure I explained my view clearly in the meeting, as the thought of replacing the helpdesk came as a surprise, especially after the pressure involved in getting it up and running earlier this year. I'd love to see what this other help desk systems offers, however at this stage, I'm not convinced investing $5,000.00+ for a new helpdesk will offer any significantly better benefits other than some basic features (remote desktop, etc) already offered by Microsoft and others for free. One question raised in the meeting was that of having time to enable helpdesk features in a timely manner. In addition to us looking at this other helpdesk system, I'd like to get costs for commercial support for the existing RT helpdesk system? As the company that offers this product away also offers commercial support. I think there are others too. I'd believe this could be cost effective way of getting all the features we need. Andrew, Can you email me web site of the new helpdesk mentioned in the meeting for assessment. TA Workmates reply to my original email ------------------------------- I do not think that the RT Helpdesk has the ability to cover all aspects of what we require. I think it is a great Free Package. But being free does not mean that it is really free. The reason RT was deployed was because we needed something to start tracking the work load and it has done that job to an extent. It has also enabled us to develop a better understanding of how helpdesk software works, and what we require as an application with time for configuration and maintenance. Here is the cost for installation support from the RT Helpdesk website_ http://www.bestpractical.com_ . As the creator of RT and its related products, we are the most knowledgeable company around when it comes to installing RT and RT-based technologies. o $2000 for up to six hours of installation and installation-related troubleshooting. o Installation support does not include configuration over and above the defaults recommended by Best Practical. o If we believe installation will take more than six hours, we will attempt to notify you immediately so you can decide whether we should continue for an additional charge. We also offer customized support packages designed to meet specific customers' needs. Academic discounts are available. And here is the Application support (I am not sure what currency that this is in I would guess it is in US dollars) *Bronze Level Support ($1,500 per quarter, $6,000 per year)* For companies processing less than 1,000 tickets per quarter in one ticket database. o Best Practical will respond to four separate incident support requests per quarter. o Best Practical will use reasonable efforts to respond to incident support requests within one business day of receipt of request. o Support requests come via e-mail, sent by your company's designated customer representative. o _Installation support _ is not included. o Additional support (e.g. for additional ticket databases) available at $200 per hour for a minimum of four hours. I suppose that you could look at it like the difference between Cisco and Alloy networking products, RT Helpdesk is like an Alloy switch that will do the job but not have all the bells and whistles of the Cisco Helpdesk like the Pacen Track-It helpdesk system. The commercial products offer significantly greater amount of benefits not only remote desktop support as can be seen by there brief descriptions below. From reading the full feature list of RT it does not come close to being able to compete with either of these helpdesk management products. I received an email from ManageEngine_ http://manageengine.adventnet.com/products/service-desk/helpdesk-screens.html_ Some of the features of this HelpDesk are: Self-Service Portal, Knowledge Base, Service Level Agreement to keep track of warranty Ends, HelpDesk Reports, Integrated NMS (Auto ticket generation on failure of network devices or applications monitored by OpManager. Centralized tracking of all network failure related tickets which is very helpful during auditing. Timely notice ability and rectification of network failures which results in maximum uptime of all your network devices and applications. ) Hardware and Software Inventory, Software Licence Tracking, Purchase Order Tracking, Contract Management, Inventory Reports,. Another one probably the best I have come across is this one from Intuit_ http://www.pacen.com.au/trackit/trackit.htm_ Some of the Features of this one Intuit? Track-It!? 6.5 Enterprise Edition A perfect solution for IT departments with three or more technicians who manage and support thousands or more assets and large numbers of end users at multiple locations. Edition, Enterprise Edition adds advanced help desk and asset management capabilities. Advanced asset management features allow customers to leverage their existing IT infrastructure - including databases, servers and Microsoft Active Directory. The Add-On Modules Intuit? Track-It!? Alert Provide technicians with notification and escalation capabilities using pager and email. Intuit? Track-It!? Audit Collect detailed hardware and software information from Windows? 9x, NT, 2000 and XP systems. Intuit? Track-It!? Audit Plus Manage and initiate auditing from a central console for added flexibility Intuit? Track-It!? Deploy Install and update software on every local, mobile and remote PC, laptop or server across your entire organization - without leaving your PC. Intuit? Track-It!? KnowledgeBase Boost first-level help desk technician productivity by giving them instant access to thousands of problems/resolutions to leading applications including Microsoft?, Netscape?, Novell?, Lotus?, Adobe?, Symantec? and more. Intuit? Track-It!? Mac Audit Collect detailed hardware and software information from Apple? Macintosh? 8.x and OS X to 10.x computers on your network. Intuit? Track-It!? Receive Captures emails from applications, network management tools and end users, and automatically converts them to work orders. Additionally, users can check the status of their work orders and add additional information. Intuit? Track-It!? Remote Provide technicians with the ability to remotely control PCs from within Intuit Track-It!, including bi-directional file transfers and chat sessions. Intuit? Track-It!? Sync Enable technicians to create, edit and close work orders remotely with handheld computers that support synchronization with Microsoft? Outlook? 2000 and 2002. Intuit? Track-It!? Self Service Give users the ability to submit work orders including attachments , view status of their work orders and messages from help desk staff, search Intuit Track-It! Solutions for self help, and perform an audit on their PC. Intuit? Track-It!? Self Service Plus Add your own problem/solution entries to the database and allow end-users to search for solutions in freeform style. Intuit? Track-It!? Technician Web Give technicians seamless access to Intuit Track-It! from a browser. Intuit Track-It! Remote users can take remote control of PCs using a browser. I have emailed the local suppliers to get back to me with a quote and also requested a 3 Month Trial Key for the software. So as we can test the software. End Workmates comments ------------------------------- Sincerely, Chris W -------------- next part -------------- A non-text attachment was scrubbed... Name: cpwe.vcf Type: text/x-vcard Size: 268 bytes Desc: not available URL: From pavel.ruzicka at i.cz Mon Apr 4 07:36:59 2005 From: pavel.ruzicka at i.cz (Pavel Ruzicka) Date: Mon, 04 Apr 2005 13:36:59 +0200 Subject: [rt-users] RT+ fastcgi problem In-Reply-To: References: Message-ID: <425126DB.9000500@i.cz> Hello, I have exactly the same problem, it happens when client tries to connect too early after server started. Try to play with FastCgiServer options in your http.conf named -idle-timeout, -processes and -init-start-delay. It could helps. I have an additional question to the rt-users list. I've read at wiki (http://wiki.bestpractical.com/index.cgi?FastCGIFAQ) -processes option might be set to the number of running Apache processes. How can I found right values for those options? thx, Ruza Vebtel - Prashanth wrote: > I want to set up RT-3.41 with fastcgi on linux. I installed RT successfully > and when iam trying to put webinterface using mod_fastcgi getting below > error in error log. Iam getting 500 server error at webpage. > How to configure this in httpd.conf. Please give me the solution... > > > > [Mon Apr 04 00:15:22 2005] [error] [client 201.40.65.12] FastCGI: comm with > (dynamic) server "/opt/rt3/bin/mason_handler.fcgi" aborted: (first read) > idle timeout (30 sec) > [Mon Apr 04 00:15:22 2005] [error] [client 201.40.65.12] FastCGI: incomplete > headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" > [Mon Apr 04 01:28:33 2005] [error] [client 201.40.65.12] FastCGI: comm with > server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) > [Mon Apr 04 01:28:33 2005] [error] [client 201.40.65.12] FastCGI: incomplete > headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" > [Mon Apr 04 01:38:12 2005] [error] [client 201.40.65.12] FastCGI: comm with > server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) > [Mon Apr 04 01:38:12 2005] [error] [client 201.40.65.12] FastCGI: incomplete > headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" > [Mon Apr 04 02:02:18 2005] [error] [client 201.40.65.12] FastCGI: comm with > server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) > [Mon Apr 04 02:02:18 2005] [error] [client 201.40.65.12] FastCGI: incomplete > headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Pavel Ruzicka, HelpDesk ICZ *** HelpDesk ICZ a.s. ********************* Hvezdova 1689/2a, 140 00 Prague 4, CZ tel: +420 24 41 00 111 _ Fax: +420 24 41 00 222 @_}-,^--`-- GSM: +420 724 429 767 mailto:pavel.ruzicka at i.cz http://www.i.cz ******************************************* From todd at chaka.net Mon Apr 4 09:18:54 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 4 Apr 2005 09:18:54 -0400 Subject: [rt-users] RT vs ........ In-Reply-To: <425129B0.6090508@deakin.edu.au> References: <425129B0.6090508@deakin.edu.au> Message-ID: <20050404131854.GH19698@chaka.net> AssetTracker, an add-on to RT for tracking hardware (and software if desired) is just about to be released in version 1.0. A demo site is available at: http://rt.chaka.net/ Username: guest Password: guest -Todd http://atwiki.chaka.net/ From jra at baylink.com Mon Apr 4 10:32:51 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 4 Apr 2005 10:32:51 -0400 Subject: [rt-users] create tickets with multiline text field using the cli! In-Reply-To: <4251216A.2050305@desy.de>; from Sven Sternberger on Mon, Apr 04, 2005 at 01:13:46PM +0200 References: <424D6DF1.7070408@desy.de> <20050401115321.K32669@cgi.jachomes.com> <4251216A.2050305@desy.de> Message-ID: <20050404103251.B9877@cgi.jachomes.com> On Mon, Apr 04, 2005 at 01:13:46PM +0200, Sven Sternberger wrote: > I still don't get any newline in my textfield usindg the cli. > As I posted before the normal stuff like using a "\n" or here-documents > or html-tags don't show any effect. > > > Well, you neglect to say how it *fails*, but I would ask two questions: > > So all special chars seems to be quoted, and also double "\\" don't > help. > > I think the only way to do it is to modify the command line client, or > the the REST stuff on the server side. but I don't have the time > to look in the code. > > any help will appreciate! You don't appear to appreciate it too *much*: you quote me without naming me, and you fail to answer the 2 questions which you *do* quote me as asking. Why don't you try actually answering said questions, and we'll see if we can help you. 1/2 :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From bortzmeyer at nic.fr Mon Apr 4 10:59:10 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Mon, 4 Apr 2005 16:59:10 +0200 Subject: [rt-users] [rtimportldap] "No RT user found. Please consult your RT administrator." Message-ID: <20050404145910.GA31249@nic.fr> I'm trying rtimportldap (ticket #2154 at rt3.fsck.com) on my RT 3 installation (Debian package of 3.0.12). First time, it runs fine and creates (or updates) the accounts. Every other time, it fails: No RT user found. Please consult your RT administrator. Reading the code (/usr/share/request-tracker3/lib/RT/Interface/CLI.pm), the problems seems to be it wants the GECOS of root to be "root" (not what I had in my LDAP directory). If I: update users set gecos='root' where name='root'; in the DB, everything works again. Bug? Feature? Should I exclude root from the accounts managed by rtimportldap? From bobg at uic.edu Mon Apr 4 11:01:20 2005 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 04 Apr 2005 10:01:20 -0500 Subject: [rt-users] RT vs ........ In-Reply-To: Your message of "Mon, 04 Apr 2005 21:49:04 +1000." <425129B0.6090508@deakin.edu.au> Message-ID: <200504041501.j34F1KLx001456@remora.cc.uic.edu> I don't know about TrackIT, but maybe you can draw some lessons from my story. We started with some other system, _very_ expensive, feature rich, fixes-everything-from-hangnails-to- mothers-in-law. Except that: - UI was native windows only - Web interface was hobbled, and IE only - No UI for end users at the time - email support was poor - UI was overly complicated, and did not easily show basic info (like who appended last), had too many panels, each with not enough info. - Data model did not match the way I think about queues and tickets. - Privilege system does not separate different groups well. - We didn't need/use all the "features" ("We" still use it, but my group broke away and uses RT now. We exchange tickets via email with the other system.) And as to money, you already installed RT. Much as I like BP and think they would do an excellent job, if money is such a concern, why wouldn't you just install it yourself again? Beware of the feature punch-list. bobg >This is a multi-part message in MIME format. >--------------080709060406080201000107 >Content-Type: text/plain; charset=ISO-8859-1; format=flowed >Content-Transfer-Encoding: 8bit > > >Hi, > > >Let me first say I am being sincere here with my questions. I simply >wish to find reasons to keep RT over Track-IT. It's solid and does a >good job. > >Need your thoughts. I wish to keep RT, unfortunately it seems it's not a >case of apple for apples, and my workmate puts together some good points >and Track-IT seems feature rich. Mind you that unlike what he says about >us putting RT in to get us started was crap. No one in their right mind >installs RT on Mandrake linux as a short term stop gap. > > >The way he puts things makes track-it definitely is much more feature rich. > From what he says below, Track-it seems to be much more than just a >helpdesk. > >Any points in favour of RT? >Anyone usedTrack-IT or know about it? >Anything better than these two products? >Anyone contract offer setup support for RT? As the prices my workmate >found on the Bestpracticle site are beyond our scope > > >Your thoughts? Please note that when I drafted my email to him, I did >not know what exactly the product was he was looking at. > > >Begin my original message >------------------------- > > > Over the weekend I enabled the following in RT: > > 1. Job - Escalation > > o Jobs are escalated every 24 hours. They are set to highest > priority after 4 days (I est 4 days to be when we have > resolved most jobs by.) > > 2. End user - Self service web interface - users can check / add > jobs to the queue - requested by Pauld > > 3. Reminded - via email - sends a list of open/new jobs with > priorities to the help desk operator > > o You are reminded via email about the following: > o New jobs from two days of creation > o Jobs still open every 7 days > > Other requests Todo. > > o Knowledge base - is installed not yet configured. > o Add sender's name to his/her job in the "new" jobs list in > the queue > o Enable Active directory authentication for Self Service web > interface. > > Customisation > The system supports overlays, so one can customize any aspect of > the helpdesk with little interruption to future upgrades. Nice > feature. ie. Someone on the list is working on a wizard interface >(rather than > standard web interface) for users. Users can use a wizard to guide > them though the steps of adding jobs to the helpdesk. > > Clarification on Friday's meeting > In relation to changing helpdesk systems, I'm not sure I explained > my view clearly in the meeting, as the thought of replacing the > helpdesk came as a surprise, especially after the pressure > involved in getting it up and running earlier this year. I'd love > to see what this other help desk systems offers, however at this > stage, I'm not convinced investing $5,000.00+ for a new helpdesk > will offer any significantly better benefits other than some basic > features (remote desktop, etc) already offered by Microsoft and > others for free. > > One question raised in the meeting was that of having time to > enable helpdesk features in a timely manner. In addition to us > looking at this other helpdesk system, I'd like to get costs for > commercial support for the existing RT helpdesk system? As the > company that offers this product away also offers commercial > support. I think there are others too. I'd believe this could be > cost effective way of getting all the features we need. > > > > > Andrew, > > Can you email me web site of the new helpdesk mentioned in the > meeting for assessment. TA > > > >Workmates reply to my original email ------------------------------- > > > > >I do not think that the RT Helpdesk has the ability to cover all aspects >of what we require. I think it is a great Free Package. But being free >does not mean that it is really free. The reason RT was deployed was >because we needed something to start tracking the work load and it has >done that job to an extent. It has also enabled us to develop a better >understanding of how helpdesk software works, and what we require as an >application with time for configuration and maintenance. Here is the >cost for installation support from the RT Helpdesk website_ >http://www.bestpractical.com_ . > >As the creator of RT and its related products, we are the most >knowledgeable company around when it comes to installing RT and RT-based >technologies. > > o $2000 for up to six hours of installation and > installation-related troubleshooting. > o Installation support does not include configuration over and > above the defaults recommended by Best Practical. > o If we believe installation will take more than six hours, we > will attempt to notify you immediately so you can decide > whether we should continue for an additional charge. > >We also offer customized support packages designed to meet specific >customers' needs. >Academic discounts are available. >And here is the Application support (I am not sure what currency that >this is in I would guess it is in US dollars) >*Bronze Level Support ($1,500 per quarter, $6,000 per year)* >For companies processing less than 1,000 tickets per quarter in one >ticket database. > > o Best Practical will respond to four separate incident > support requests per quarter. > o Best Practical will use reasonable efforts to respond to > incident support requests within one business day of receipt > of request. > o Support requests come via e-mail, sent by your company's > designated customer representative. > o _Installation support _ is not included. > o Additional support (e.g. for additional ticket databases) > available at $200 per hour for a minimum of four hours. > >I suppose that you could look at it like the difference between Cisco >and Alloy networking products, RT Helpdesk is like an Alloy switch that >will do the job but not have all the bells and whistles of the Cisco >Helpdesk like the Pacen Track-It helpdesk system. > >The commercial products offer significantly greater amount of benefits >not only remote desktop support as can be seen by there brief >descriptions below. From reading the full feature list of RT it does not >come close to being able to compete with either of these helpdesk >management products. > >I received an email from ManageEngine_ >http://manageengine.adventnet.com/products/service-desk/helpdesk-screens.html_ > > > >Some of the features of this HelpDesk are: Self-Service Portal, >Knowledge Base, >Service Level Agreement to keep track of warranty Ends, >HelpDesk Reports, >Integrated NMS (Auto ticket generation on failure of network devices or >applications monitored by OpManager. Centralized tracking of all network >failure related tickets which is very helpful during auditing. Timely >notice ability and rectification of network failures which results in >maximum uptime of all your network devices and applications. ) > >Hardware and Software Inventory, >Software Licence Tracking, >Purchase Order Tracking, >Contract Management, >Inventory Reports,. > >Another one probably the best I have come across is this one from >Intuit_ http://www.pacen.com.au/trackit/trackit.htm_ >Some of the Features of this one > > >Intuit? Track-It!? 6.5 Enterprise Edition A perfect solution for IT >departments with three or more technicians who manage and support >thousands or more assets and large numbers of end users at multiple >locations. Edition, Enterprise Edition adds advanced help desk and asset >management capabilities. Advanced asset management features allow >customers to leverage their existing IT infrastructure - including >databases, servers and Microsoft Active Directory. >The Add-On Modules Intuit? Track-It!? Alert Provide technicians with >notification and escalation capabilities using pager and email. Intuit? >Track-It!? Audit Collect detailed hardware and software information from >Windows? 9x, NT, 2000 and XP systems. Intuit? Track-It!? Audit Plus >Manage and initiate auditing from a central console for added >flexibility Intuit? Track-It!? Deploy Install and update software on >every local, mobile and remote PC, laptop or server across your entire >organization - without leaving your PC. Intuit? Track-It!? KnowledgeBase >Boost first-level help desk technician productivity by giving them >instant access to thousands of problems/resolutions to leading >applications including Microsoft?, Netscape?, Novell?, Lotus?, Adobe?, >Symantec? and more. Intuit? Track-It!? Mac Audit Collect detailed >hardware and software information from Apple? Macintosh? 8.x and OS X to >10.x computers on your network. Intuit? Track-It!? Receive Captures >emails from applications, network management tools and end users, and >automatically converts them to work orders. Additionally, users can >check the status of their work orders and add additional information. >Intuit? Track-It!? Remote Provide technicians with the ability to >remotely control PCs from within Intuit Track-It!, including >bi-directional file transfers and chat sessions. Intuit? Track-It!? Sync >Enable technicians to create, edit and close work orders remotely with >handheld computers that support synchronization with Microsoft? Outlook? >2000 and 2002. Intuit? Track-It!? Self Service Give users the ability to >submit work orders including attachments , view status of their work >orders and messages from help desk staff, search Intuit Track-It! >Solutions for self help, and perform an audit on their PC. Intuit? >Track-It!? Self Service Plus Add your own problem/solution entries to >the database and allow end-users to search for solutions in freeform >style. Intuit? Track-It!? Technician Web Give technicians seamless >access to Intuit Track-It! from a browser. Intuit Track-It! Remote users >can take remote control of PCs using a browser. > >I have emailed the local suppliers to get back to me with a quote and >also requested a 3 Month Trial Key for the software. > >So as we can test the software. > > >End Workmates comments ------------------------------- > > > > > Sincerely, > Chris W > > > > >--------------080709060406080201000107 >Content-Type: text/x-vcard; charset=utf-8; > name="cpwe.vcf" >Content-Transfer-Encoding: 7bit >Content-Disposition: attachment; > filename="cpwe.vcf" > >begin:vcard >fn:Chris Welsh >n:Welsh;Chris >org:Deakin. University;School Of Buisness and Law >adr:;;Waurn Ponds Campus;Waurn Ponds;Vic;3217;Australia >email;internet:cpwe at deakin.edu.au >title:Honors Student >tel;work:03 52 268174 >x-mozilla-html:FALSE >version:2.1 >end:vcard > > >--------------080709060406080201000107 >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 > >RT Administrator and Developer training is coming to your town soon! (Boston, >San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com >--------------080709060406080201000107-- > From tim_wilson at hopkins.k12.mn.us Mon Apr 4 11:30:58 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 04 Apr 2005 10:30:58 -0500 Subject: [rt-users] FYI: Some very basic benchmark results Message-ID: Hey everyone, I've been working on moving our RT system from Apache1 with mod_perl to Apache2 with FastCGI. I got both configs working and thought I'd share some very simple benchmark results with the list. Server details: Dell 1750 with dual 2.4-GHz Xeon, 1-GB RAM, 36-GB SCSI HD in RAID config, Debian Linux w/ 2.4.28 SMP kernel Software: Debian's RT package (3.2.3-1), PostgreSQL (7.4.7-2), Apache1 (1.3.26-0woody6), Apache2 (2.0.53-5), mod_perl (1.26-3.0woody1), FastCGI (2.4.2-5) Our benchmarking procedure was very simple. We looked through our 3000-ticket RT system for the longest ticket we could find (call it Ticket A) and identified three other big tickets to use too. Four of us logged into RT and used the search box to pull up all four tickets simultaneously. We simply timed how long it took for Ticket A to load completely. We did three trials in each configuration and found very consistent results between trials. (The server was not in use by other users at the time of our test.) Our three configs were: A. Apache1 with mod_perl B. Apache2 with FastCGI (1 instance) C. Apache2 with FastCGI (4 instances) Results with the average time to load Ticket A for all three configs: Config A: 14.89 s Config B: 15.93 s Config C: 12.31 s The Apache2/FastCGI config certainly "feels" quicker in our everyday use. We plan to upgrade to RT 3.4 as soon as a Debian package is available. I'm also planning a kernel upgrade in the near future. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From stephen at jadevine.org.uk Mon Apr 4 11:42:56 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Mon, 4 Apr 2005 16:42:56 +0100 Subject: [rt-users] FYI: Some very basic benchmark results In-Reply-To: References: Message-ID: <20050404154256.GB31144@computing-services.oxford.ac.uk> On Mon, Apr 04, 2005 at 10:30:58AM -0500, Tim Wilson wrote: > > The Apache2/FastCGI config certainly "feels" quicker in our everyday use. We > plan to upgrade to RT 3.4 as soon as a Debian package is available. I'm also > planning a kernel upgrade in the near future. > You might be interested to know that the request-tracker3.4 package has been in Debian Sid/unstable and Sarge/testing for a few days now. Stephen -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From Joseph_Micciche at Progressive.com Mon Apr 4 11:46:29 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Mon, 4 Apr 2005 11:46:29 -0400 Subject: [rt-users] rt-crontool --> rt_escalate In-Reply-To: <20050328211216.4D4314D811D@diesel.bestpractical.com> Message-ID: RT 3.2.3 on RHEL 3.0. I am using the rt_escalate example in the wiki: http://wiki.bestpractical.com/index.cgi?ConfigureEscalationExample <-- modified for our environment. The Linux owner of this script is rt-user. In RT, rt-user has global show and modify ticket rights. RT_System also has superuser and show and modify ticket rights. When I run this script from the command line as rt-user, it spits out the following error for each queue: No RT user found. Please consult your RT administrator. When I run it as root, it works fine. Obviously I'm missing something simple, but am not getting it. Any help is appreciated. (Running this daily as root is not an option, it has to be run as rt-user.) Joe Micciche From anthonyl at yorku.ca Mon Apr 4 11:51:10 2005 From: anthonyl at yorku.ca (Anthony Leong) Date: Mon, 4 Apr 2005 11:51:10 -0400 (EDT) Subject: [rt-users] rt-crontool --> rt_escalate In-Reply-To: References: Message-ID: Hello, For the rt-user, enter "rt-user" in the Unix login field. This can be found Configuration->Users->rt-user->Basics. Anthony On Mon, 4 Apr 2005 Joseph_Micciche at Progressive.com wrote: > RT 3.2.3 on RHEL 3.0. > > I am using the rt_escalate example in the wiki: > > http://wiki.bestpractical.com/index.cgi?ConfigureEscalationExample <-- > modified for our environment. > > The Linux owner of this script is rt-user. In RT, rt-user has global show > and modify ticket rights. RT_System also has superuser and show and modify > ticket rights. > > When I run this script from the command line as rt-user, it spits out the > following error for each queue: > > No RT user found. Please consult your RT administrator. > > When I run it as root, it works fine. > > Obviously I'm missing something simple, but am not getting it. Any help is > appreciated. (Running this daily as root is not an option, it has to be run > as rt-user.) > > Joe Micciche > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Joseph_Micciche at Progressive.com Mon Apr 4 12:03:16 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Mon, 4 Apr 2005 12:03:16 -0400 Subject: [rt-users] rt-crontool --> rt_escalate In-Reply-To: Message-ID: > Hello, > > For the rt-user, enter "rt-user" in the Unix login field. This can be > found Configuration->Users->rt-user->Basics. > > Anthony Hi Anthony, thanks for the quick fix! Joe Micciche From rainer at ultra-secure.de Mon Apr 4 12:05:44 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 04 Apr 2005 18:05:44 +0200 Subject: [rt-users] RT vs ........ In-Reply-To: <425129B0.6090508@deakin.edu.au> References: <425129B0.6090508@deakin.edu.au> Message-ID: <425165D8.10900@ultra-secure.de> Christopher Welsh wrote: > > Hi, > > > Let me first say I am being sincere here with my questions. I simply > wish to find reasons to keep RT over Track-IT. It's solid and does a > good job. > ... > > Workmates reply to my original email ------------------------------- > > [....] > > End Workmates comments ------------------------------- As it looks like, your company (or your co-worker) is looking for an "all-in-one-solves-every-problem-in-no-time"-solution. This is an ambitious goal, but seldomly achieved - fortune 500 companies pay consultancies big bucks to integrate various solutions for this purpose (and then it isn't guaranteed to work either ). See this link: http://www.computerworld.com/managementtopics/management/story/0,10801,77890,00.html (The German article I originally read on paper is much more verbose: http://www.computerwoche.de/index.cfm?artid=35216&category=162&Pageid=256 - but in German ...) How many people and machines are you going to support, BTW? And how many tickets/months are you estimating? Is there a requirements specification? Evaluating various SW-packages is a good thing - but you (your company) should have come-up with a "wish-list" before reading the feature-lists of various commercial offerings. Otherwhise, you'll end-up buying whatever the vendor was able to feed down on you as "important" or "worthwhile". Clearly, you are in the middle of a little "office-intrigue", or you have (at least in the eyes of your co-worker) "overstepped" the lines and are disputing his territory. So, unless you can come-up with very much better numbers and a better presentation (or some other non-technical points) the chances of you winning this "pissing contest" may be not so good. I wish you good luck anyway. cheers, Rainer -- =================================================== ~ Rainer Duffner - rainer at ultra-secure.de ~ ~ Freising - Munich - Germany ~ ~ Unix - Linux - BSD - OpenSource - Security ~ ~ http://www.ultra-secure.de/~rainer/pubkey.pgp ~ =================================================== From APowers at PyramidBrew.com Mon Apr 4 12:25:20 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Mon, 4 Apr 2005 09:25:20 -0700 Subject: [rt-users] RT vs ........ Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E4F6@mercury0.pyramidbrew.com> I have recently moved our HelpDesk away from Track-It into RT. Track-It is first and foremost a computer tracking and auditing system. The HelpDesk facilities are half-baked, at best; we used Track-It for three years, and it never got any better. I hated Track-It. - It does not integrate well into email. - Tickets have to be requested and updated from the Track-It interface. - The Track-It client is slow. - Track-It has virtually no ticket-management/escalation ability. - *Nobody* liked to use Track-It, none of our users entered tickets in it and none of the HelpDesk used Track-It to manage tickets. RT has been a huge success and people are actually using it. - It is much easier to enter tickets into RT. - RT can send out notifications via email. - The RT inteface is much easier customize and use. - Ticket tracking, ownership, and escalation are very easy to use. But Track-It has some features that you may find useful. - It has a client that can audit computer hardware and software. - It can associate a ticket with a specific user/system. - It can manage purchases and assign the equipment to a system. We still have Track-It around to audit computers, but as soon as I can replace that capability it's going out the window. I don't know what kind of features you want from Track-It, but I would take a hard look at other options before purchasing it. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Welsh Sent: Monday, April 04, 2005 4:49 AM To: rt-users Subject: [rt-users] RT vs ........ Hi, Let me first say I am being sincere here with my questions. I simply wish to find reasons to keep RT over Track-IT. It's solid and does a good job. Need your thoughts. I wish to keep RT, unfortunately it seems it's not a case of apple for apples, and my workmate puts together some good points and Track-IT seems feature rich. Mind you that unlike what he says about us putting RT in to get us started was crap. No one in their right mind installs RT on Mandrake linux as a short term stop gap. The way he puts things makes track-it definitely is much more feature rich. From what he says below, Track-it seems to be much more than just a helpdesk. Any points in favour of RT? Anyone usedTrack-IT or know about it? Anything better than these two products? Anyone contract offer setup support for RT? As the prices my workmate found on the Bestpracticle site are beyond our scope Your thoughts? Please note that when I drafted my email to him, I did not know what exactly the product was he was looking at. Begin my original message ------------------------- Over the weekend I enabled the following in RT: 1. Job - Escalation o Jobs are escalated every 24 hours. They are set to highest priority after 4 days (I est 4 days to be when we have resolved most jobs by.) 2. End user - Self service web interface - users can check / add jobs to the queue - requested by Pauld 3. Reminded - via email - sends a list of open/new jobs with priorities to the help desk operator o You are reminded via email about the following: o New jobs from two days of creation o Jobs still open every 7 days Other requests Todo. o Knowledge base - is installed not yet configured. o Add sender's name to his/her job in the "new" jobs list in the queue o Enable Active directory authentication for Self Service web interface. Customisation The system supports overlays, so one can customize any aspect of the helpdesk with little interruption to future upgrades. Nice feature. ie. Someone on the list is working on a wizard interface (rather than standard web interface) for users. Users can use a wizard to guide them though the steps of adding jobs to the helpdesk. Clarification on Friday's meeting In relation to changing helpdesk systems, I'm not sure I explained my view clearly in the meeting, as the thought of replacing the helpdesk came as a surprise, especially after the pressure involved in getting it up and running earlier this year. I'd love to see what this other help desk systems offers, however at this stage, I'm not convinced investing $5,000.00+ for a new helpdesk will offer any significantly better benefits other than some basic features (remote desktop, etc) already offered by Microsoft and others for free. One question raised in the meeting was that of having time to enable helpdesk features in a timely manner. In addition to us looking at this other helpdesk system, I'd like to get costs for commercial support for the existing RT helpdesk system? As the company that offers this product away also offers commercial support. I think there are others too. I'd believe this could be cost effective way of getting all the features we need. Andrew, Can you email me web site of the new helpdesk mentioned in the meeting for assessment. TA Workmates reply to my original email ------------------------------- I do not think that the RT Helpdesk has the ability to cover all aspects of what we require. I think it is a great Free Package. But being free does not mean that it is really free. The reason RT was deployed was because we needed something to start tracking the work load and it has done that job to an extent. It has also enabled us to develop a better understanding of how helpdesk software works, and what we require as an application with time for configuration and maintenance. Here is the cost for installation support from the RT Helpdesk website_ http://www.bestpractical.com_ . As the creator of RT and its related products, we are the most knowledgeable company around when it comes to installing RT and RT-based technologies. o $2000 for up to six hours of installation and installation-related troubleshooting. o Installation support does not include configuration over and above the defaults recommended by Best Practical. o If we believe installation will take more than six hours, we will attempt to notify you immediately so you can decide whether we should continue for an additional charge. We also offer customized support packages designed to meet specific customers' needs. Academic discounts are available. And here is the Application support (I am not sure what currency that this is in I would guess it is in US dollars) *Bronze Level Support ($1,500 per quarter, $6,000 per year)* For companies processing less than 1,000 tickets per quarter in one ticket database. o Best Practical will respond to four separate incident support requests per quarter. o Best Practical will use reasonable efforts to respond to incident support requests within one business day of receipt of request. o Support requests come via e-mail, sent by your company's designated customer representative. o _Installation support _ is not included. o Additional support (e.g. for additional ticket databases) available at $200 per hour for a minimum of four hours. I suppose that you could look at it like the difference between Cisco and Alloy networking products, RT Helpdesk is like an Alloy switch that will do the job but not have all the bells and whistles of the Cisco Helpdesk like the Pacen Track-It helpdesk system. The commercial products offer significantly greater amount of benefits not only remote desktop support as can be seen by there brief descriptions below. From reading the full feature list of RT it does not come close to being able to compete with either of these helpdesk management products. I received an email from ManageEngine_ http://manageengine.adventnet.com/products/service-desk/helpdesk-screens.html _ Some of the features of this HelpDesk are: Self-Service Portal, Knowledge Base, Service Level Agreement to keep track of warranty Ends, HelpDesk Reports, Integrated NMS (Auto ticket generation on failure of network devices or applications monitored by OpManager. Centralized tracking of all network failure related tickets which is very helpful during auditing. Timely notice ability and rectification of network failures which results in maximum uptime of all your network devices and applications. ) Hardware and Software Inventory, Software Licence Tracking, Purchase Order Tracking, Contract Management, Inventory Reports,. Another one probably the best I have come across is this one from Intuit_ http://www.pacen.com.au/trackit/trackit.htm_ Some of the Features of this one Intuit(r) Track-It!(r) 6.5 Enterprise Edition A perfect solution for IT departments with three or more technicians who manage and support thousands or more assets and large numbers of end users at multiple locations. Edition, Enterprise Edition adds advanced help desk and asset management capabilities. Advanced asset management features allow customers to leverage their existing IT infrastructure - including databases, servers and Microsoft Active Directory. The Add-On Modules Intuit(r) Track-It!(r) Alert Provide technicians with notification and escalation capabilities using pager and email. Intuit(r) Track-It!(r) Audit Collect detailed hardware and software information from Windows(r) 9x, NT, 2000 and XP systems. Intuit(r) Track-It!(r) Audit Plus Manage and initiate auditing from a central console for added flexibility Intuit(r) Track-It!(r) Deploy Install and update software on every local, mobile and remote PC, laptop or server across your entire organization - without leaving your PC. Intuit(r) Track-It!(r) KnowledgeBase Boost first-level help desk technician productivity by giving them instant access to thousands of problems/resolutions to leading applications including Microsoft(r), Netscape(r), Novell(r), Lotus(r), Adobe(r), Symantec(r) and more. Intuit(r) Track-It!(r) Mac Audit Collect detailed hardware and software information from Apple(r) Macintosh(r) 8.x and OS X to 10.x computers on your network. Intuit(r) Track-It!(r) Receive Captures emails from applications, network management tools and end users, and automatically converts them to work orders. Additionally, users can check the status of their work orders and add additional information. Intuit(r) Track-It!(r) Remote Provide technicians with the ability to remotely control PCs from within Intuit Track-It!, including bi-directional file transfers and chat sessions. Intuit(r) Track-It!(r) Sync Enable technicians to create, edit and close work orders remotely with handheld computers that support synchronization with Microsoft(r) Outlook(r) 2000 and 2002. Intuit(r) Track-It!(r) Self Service Give users the ability to submit work orders including attachments , view status of their work orders and messages from help desk staff, search Intuit Track-It! Solutions for self help, and perform an audit on their PC. Intuit(r) Track-It!(r) Self Service Plus Add your own problem/solution entries to the database and allow end-users to search for solutions in freeform style. Intuit(r) Track-It!(r) Technician Web Give technicians seamless access to Intuit Track-It! from a browser. Intuit Track-It! Remote users can take remote control of PCs using a browser. I have emailed the local suppliers to get back to me with a quote and also requested a 3 Month Trial Key for the software. So as we can test the software. End Workmates comments ------------------------------- Sincerely, Chris W From sven.sternberger at desy.de Mon Apr 4 12:26:28 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 04 Apr 2005 18:26:28 +0200 Subject: [rt-users] create tickets with multiline text field using the cli! In-Reply-To: <20050401115321.K32669@cgi.jachomes.com> References: <424D6DF1.7070408@desy.de> <20050401115321.K32669@cgi.jachomes.com> Message-ID: <42516AB4.3030100@desy.de> Hello! Jay R. Ashworth wrote: >>naming me, and you fail to answer the 2 questions which you *do* quote >>me as asking. sorry for forget to qoute in the right way. but I answered the questions in the first mail ;-) In my my original posting I wrote: >>I think I tried everything (quoting,htmltags,singlequote) so when I write quote I mean all quoting include \ and \\ and '' and "" and stuff like  or just
(I think I wrote this in the second mail, too) >>Why don't you try actually answering said questions, and we'll see if >>we can help you. ah yes, STDIN, that don't work in the CLI there are fields where you have to enter values like >> TEXT="huhu" <<, and there is no "-" mechanism. regards! From jreeder at minutemenu.com Mon Apr 4 13:03:07 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 4 Apr 2005 12:03:07 -0500 Subject: [rt-users] WebExternalAuth trouble Message-ID: I'm trying to use Apache::AuthCookie for authentication, because we are using RT as a part of a larger customer portal and we want users to only have to log in once, rather than logging in to our portal and then logging in once more to RT. That being said, I'm having a heck of a time, but I'm sure its just because I'm not going about this the right way. Here is what I've done to my httpd.conf: PerlAuthenHandler ICS::AuthCookieSponHandler->authenticate AuthType ICS::AuthCookieSponHandler PerlAuthzHandler ICS::AuthCookieSponHandler->authorize AuthName MinuteMenuSponsor require species S SetHandler perl-script PerlHandler RT::Mason Notice that basically all I've done here is add in hooks to the Authen and Authz steps with AuthCookie. I've tested that the AuthCookie authentication works fine on its own by commenting out the SetHandler perl-script and PerlHandler RT::Mason lines and then calling a page. I get re-routed to my custom login page, then if I log in successfully, I get sent to the page I asked for. When I uncomment the RT::Mason stuff and define $RT::WebExternalAuth, strange things happen. Rather than getting my custom login page, I get RT's login page, but sans login and password fields. Basically just an empty grey box. A screen shot can be found at http://minutemenu.icaresys.com/webexternalauth.jpg . So I'm wondering what I've done wrong, why I'm getting RT's login page rather than my custom AuthCookie page, and why RT's login page is missing fields. I've looked over the wiki, but if someone has a link that I have missed, I'd love to read up on this to figure out the correct way to interject my own authentication in front of RT's. Thanks, Jonathan Reeder -------------- next part -------------- An HTML attachment was scrubbed... URL: From marc at solarmetric.com Mon Apr 4 13:57:43 2005 From: marc at solarmetric.com (Marc Prud'hommeaux) Date: Mon, 4 Apr 2005 10:57:43 -0700 Subject: [rt-users] Very slow query in RT 3.4.1 Message-ID: <8662dd419cfce927a22f3b711160d0c9@solarmetric.com> RT Users- We're using RT 3.4.1 with MySQL 4.0.21 with perl 5.8.6 on Linux (kernel 2.2.20). We recently upgraded from RT 3.0.0 to 3.4.1 in the hopes that it would speed up our ever-slowing-down system. A number aspects of the system did indeed seem to speed up, but replying to a ticket (hitting the "Reply" link from Display.html) has become unbearably slow. Looking in my "mysql-slow.log" log, I see that the main offending query is as follows: SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 WHERE ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = 5) OR ( Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = 43004) ) AND Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 5) ) ORDER BY main.Name ASC; If I manually run the query, it takes around 50 seconds to complete. If I run an EXPLAIN on it, I see: +----------------------+-------- +----------------------------------------------------------------------- ------------------------------+----------+--------- +------------------------------+------- +-----------------------------------------------------------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +----------------------+-------- +----------------------------------------------------------------------- ------------------------------+----------+--------- +------------------------------+------- +-----------------------------------------------------------+ | ACL_2 | range | ACL1,RightName,PrincipalType,ObjectId,ObjectId_2,ObjectType,PrincipalId, PrincipalType_2,RightName_2 | ACL1 | 54 | NULL | 3 | Using where; Using index; Using temporary; Using filesort | | main | ALL | PRIMARY,Users3,Users_id_idx_mwp | NULL | NULL | NULL | 35305 | | | Principals_1 | eq_ref | PRIMARY,Disabled,id | PRIMARY | 4 | main.id | 1 | Using where; Distinct | | CachedGroupMembers_4 | ref | DisGrouMem,GrouMem,MemberId | MemberId | 5 | Principals_1.id | 1 | Using where; Distinct | | Groups_3 | eq_ref | PRIMARY,Groups1,Groups2,Type,Domain,id,Instance,Type_2 | PRIMARY | 4 | CachedGroupMembers_4.GroupId | 1 | Using where; Distinct | +----------------------+-------- +----------------------------------------------------------------------- ------------------------------+----------+--------- +------------------------------+------- +-----------------------------------------------------------+ Does anyone know of any quick fix for this? Creating a new index or something? I've seen a number of people report the problem on the list in the past, but I couldn't find any satisfactory solution. A second question: is the file rt-3.4.1/etc/constraints.mysql meant to be used? It looks like it might contain some useful foreign key and index definitions, but it never appears to be automatically called, and I can't find any reference to the file in any documentation anywhere. Is it experimental, or can it be applied to an existing RT schema? -- Marc Prud'hommeaux SolarMetric Inc. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2108 bytes Desc: not available URL: From mle at Niku.com Mon Apr 4 14:01:40 2005 From: mle at Niku.com (Mai Le) Date: Mon, 4 Apr 2005 11:01:40 -0700 Subject: [rt-users] RT vs ........ Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C020DA9B9@RWC-EXCHANGE-VS.Niku.com> Our organization also just threw out Track-It for the reasons Atom listed below. We did not use the hardware/software audit feature. SMS does the job for us. Track-It also does not an easy way to time-stamp updates to the ticket. When the staff work on a ticket, email is sent manually. All updates have to be cut-and-paste in which is a cumbersome task so many of them skipped this step which brought up problems during SOX auditing. The best feature we got from RT was email notification and the ability to work on the ticket via email. It's much simpler for the users and the staff. We use auto-assigning owner based on queue script to simulate that feature in Track-It. Here is an additional list of feature comparision: Crap about Track-It: - Does not time-stamp changes to the ticket. You can't tell when was the last time the end user update the ticket or the staff update the ticket. Dates can be changed easily by the staff. (ie, closed today but specify that it was closed 2weeks ago) - It's IE-centric !!! - It runs on Windows so it's another MS box to worry about for security Plus for RT: - Multiple users can be part of the ticket (cc or requestors). This is really useful for us especially for approvals. Users make request for some additional access, cc: their manager. The manager then can reply with the approval. In Track-It, the staff would have to manually send out the notification on manager, update that they did send it out. Once the manager approved, the staff would need to copy and paste the reply into the Track-It (SOX requirements). - It integrates well with our Active Directory (we pull name, phone number, office, and department from AD). 1 password for both system (huge plus). People can no longer give excuses that they can't put in a ticket because they forgot their Track-It password. The Staff no longer needs to create the account for helpdesk. They just simply log in the first time to create the account. Account information gets updated automatically whenever it changes under AD. (We have a weekly script that sync the database) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Atom Powers Sent: Monday, April 04, 2005 9:25 AM To: Christopher Welsh; rt-users Subject: RE: [rt-users] RT vs ........ I have recently moved our HelpDesk away from Track-It into RT. Track-It is first and foremost a computer tracking and auditing system. The HelpDesk facilities are half-baked, at best; we used Track-It for three years, and it never got any better. I hated Track-It. - It does not integrate well into email. - Tickets have to be requested and updated from the Track-It interface. - The Track-It client is slow. - Track-It has virtually no ticket-management/escalation ability. - *Nobody* liked to use Track-It, none of our users entered tickets in it and none of the HelpDesk used Track-It to manage tickets. RT has been a huge success and people are actually using it. - It is much easier to enter tickets into RT. - RT can send out notifications via email. - The RT inteface is much easier customize and use. - Ticket tracking, ownership, and escalation are very easy to use. But Track-It has some features that you may find useful. - It has a client that can audit computer hardware and software. - It can associate a ticket with a specific user/system. - It can manage purchases and assign the equipment to a system. We still have Track-It around to audit computers, but as soon as I can replace that capability it's going out the window. I don't know what kind of features you want from Track-It, but I would take a hard look at other options before purchasing it. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Welsh Sent: Monday, April 04, 2005 4:49 AM To: rt-users Subject: [rt-users] RT vs ........ Hi, Let me first say I am being sincere here with my questions. I simply wish to find reasons to keep RT over Track-IT. It's solid and does a good job. Need your thoughts. I wish to keep RT, unfortunately it seems it's not a case of apple for apples, and my workmate puts together some good points and Track-IT seems feature rich. Mind you that unlike what he says about us putting RT in to get us started was crap. No one in their right mind installs RT on Mandrake linux as a short term stop gap. The way he puts things makes track-it definitely is much more feature rich. From what he says below, Track-it seems to be much more than just a helpdesk. Any points in favour of RT? Anyone usedTrack-IT or know about it? Anything better than these two products? Anyone contract offer setup support for RT? As the prices my workmate found on the Bestpracticle site are beyond our scope Your thoughts? Please note that when I drafted my email to him, I did not know what exactly the product was he was looking at. Begin my original message ------------------------- Over the weekend I enabled the following in RT: 1. Job - Escalation o Jobs are escalated every 24 hours. They are set to highest priority after 4 days (I est 4 days to be when we have resolved most jobs by.) 2. End user - Self service web interface - users can check / add jobs to the queue - requested by Pauld 3. Reminded - via email - sends a list of open/new jobs with priorities to the help desk operator o You are reminded via email about the following: o New jobs from two days of creation o Jobs still open every 7 days Other requests Todo. o Knowledge base - is installed not yet configured. o Add sender's name to his/her job in the "new" jobs list in the queue o Enable Active directory authentication for Self Service web interface. Customisation The system supports overlays, so one can customize any aspect of the helpdesk with little interruption to future upgrades. Nice feature. ie. Someone on the list is working on a wizard interface (rather than standard web interface) for users. Users can use a wizard to guide them though the steps of adding jobs to the helpdesk. Clarification on Friday's meeting In relation to changing helpdesk systems, I'm not sure I explained my view clearly in the meeting, as the thought of replacing the helpdesk came as a surprise, especially after the pressure involved in getting it up and running earlier this year. I'd love to see what this other help desk systems offers, however at this stage, I'm not convinced investing $5,000.00+ for a new helpdesk will offer any significantly better benefits other than some basic features (remote desktop, etc) already offered by Microsoft and others for free. One question raised in the meeting was that of having time to enable helpdesk features in a timely manner. In addition to us looking at this other helpdesk system, I'd like to get costs for commercial support for the existing RT helpdesk system? As the company that offers this product away also offers commercial support. I think there are others too. I'd believe this could be cost effective way of getting all the features we need. Andrew, Can you email me web site of the new helpdesk mentioned in the meeting for assessment. TA Workmates reply to my original email ------------------------------- I do not think that the RT Helpdesk has the ability to cover all aspects of what we require. I think it is a great Free Package. But being free does not mean that it is really free. The reason RT was deployed was because we needed something to start tracking the work load and it has done that job to an extent. It has also enabled us to develop a better understanding of how helpdesk software works, and what we require as an application with time for configuration and maintenance. Here is the cost for installation support from the RT Helpdesk website_ http://www.bestpractical.com_ . As the creator of RT and its related products, we are the most knowledgeable company around when it comes to installing RT and RT-based technologies. o $2000 for up to six hours of installation and installation-related troubleshooting. o Installation support does not include configuration over and above the defaults recommended by Best Practical. o If we believe installation will take more than six hours, we will attempt to notify you immediately so you can decide whether we should continue for an additional charge. We also offer customized support packages designed to meet specific customers' needs. Academic discounts are available. And here is the Application support (I am not sure what currency that this is in I would guess it is in US dollars) *Bronze Level Support ($1,500 per quarter, $6,000 per year)* For companies processing less than 1,000 tickets per quarter in one ticket database. o Best Practical will respond to four separate incident support requests per quarter. o Best Practical will use reasonable efforts to respond to incident support requests within one business day of receipt of request. o Support requests come via e-mail, sent by your company's designated customer representative. o _Installation support _ is not included. o Additional support (e.g. for additional ticket databases) available at $200 per hour for a minimum of four hours. I suppose that you could look at it like the difference between Cisco and Alloy networking products, RT Helpdesk is like an Alloy switch that will do the job but not have all the bells and whistles of the Cisco Helpdesk like the Pacen Track-It helpdesk system. The commercial products offer significantly greater amount of benefits not only remote desktop support as can be seen by there brief descriptions below. From reading the full feature list of RT it does not come close to being able to compete with either of these helpdesk management products. I received an email from ManageEngine_ http://manageengine.adventnet.com/products/service-desk/helpdesk-screens .html _ Some of the features of this HelpDesk are: Self-Service Portal, Knowledge Base, Service Level Agreement to keep track of warranty Ends, HelpDesk Reports, Integrated NMS (Auto ticket generation on failure of network devices or applications monitored by OpManager. Centralized tracking of all network failure related tickets which is very helpful during auditing. Timely notice ability and rectification of network failures which results in maximum uptime of all your network devices and applications. ) Hardware and Software Inventory, Software Licence Tracking, Purchase Order Tracking, Contract Management, Inventory Reports,. Another one probably the best I have come across is this one from Intuit_ http://www.pacen.com.au/trackit/trackit.htm_ Some of the Features of this one Intuit(r) Track-It!(r) 6.5 Enterprise Edition A perfect solution for IT departments with three or more technicians who manage and support thousands or more assets and large numbers of end users at multiple locations. Edition, Enterprise Edition adds advanced help desk and asset management capabilities. Advanced asset management features allow customers to leverage their existing IT infrastructure - including databases, servers and Microsoft Active Directory. The Add-On Modules Intuit(r) Track-It!(r) Alert Provide technicians with notification and escalation capabilities using pager and email. Intuit(r) Track-It!(r) Audit Collect detailed hardware and software information from Windows(r) 9x, NT, 2000 and XP systems. Intuit(r) Track-It!(r) Audit Plus Manage and initiate auditing from a central console for added flexibility Intuit(r) Track-It!(r) Deploy Install and update software on every local, mobile and remote PC, laptop or server across your entire organization - without leaving your PC. Intuit(r) Track-It!(r) KnowledgeBase Boost first-level help desk technician productivity by giving them instant access to thousands of problems/resolutions to leading applications including Microsoft(r), Netscape(r), Novell(r), Lotus(r), Adobe(r), Symantec(r) and more. Intuit(r) Track-It!(r) Mac Audit Collect detailed hardware and software information from Apple(r) Macintosh(r) 8.x and OS X to 10.x computers on your network. Intuit(r) Track-It!(r) Receive Captures emails from applications, network management tools and end users, and automatically converts them to work orders. Additionally, users can check the status of their work orders and add additional information. Intuit(r) Track-It!(r) Remote Provide technicians with the ability to remotely control PCs from within Intuit Track-It!, including bi-directional file transfers and chat sessions. Intuit(r) Track-It!(r) Sync Enable technicians to create, edit and close work orders remotely with handheld computers that support synchronization with Microsoft(r) Outlook(r) 2000 and 2002. Intuit(r) Track-It!(r) Self Service Give users the ability to submit work orders including attachments , view status of their work orders and messages from help desk staff, search Intuit Track-It! Solutions for self help, and perform an audit on their PC. Intuit(r) Track-It!(r) Self Service Plus Add your own problem/solution entries to the database and allow end-users to search for solutions in freeform style. Intuit(r) Track-It!(r) Technician Web Give technicians seamless access to Intuit Track-It! from a browser. Intuit Track-It! Remote users can take remote control of PCs using a browser. I have emailed the local suppliers to get back to me with a quote and also requested a 3 Month Trial Key for the software. So as we can test the software. End Workmates comments ------------------------------- Sincerely, Chris W _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. From jra at baylink.com Mon Apr 4 14:19:50 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 4 Apr 2005 14:19:50 -0400 Subject: [rt-users] create tickets with multiline text field using the cli! In-Reply-To: <42516AB4.3030100@desy.de>; from Sven Sternberger on Mon, Apr 04, 2005 at 06:26:28PM +0200 References: <424D6DF1.7070408@desy.de> <20050401115321.K32669@cgi.jachomes.com> <42516AB4.3030100@desy.de> Message-ID: <20050404141950.A3877@cgi.jachomes.com> On Mon, Apr 04, 2005 at 06:26:28PM +0200, Sven Sternberger wrote: > but I answered the questions in the first mail ;-) In my my original > posting I wrote: > >>I think I tried everything (quoting,htmltags,singlequote) > > so when I write quote I mean all quoting include \ > and \\ and '' and "" and stuff like  or just
> (I think I wrote this in the second mail, too) And yet, what you did not answer was... > >>Why don't you try actually answering said questions, and we'll see if > >>we can help you. > ah yes, STDIN, that don't work in the CLI there are fields where > you have to enter values like >> TEXT="huhu" <<, and there is no "-" > mechanism. *Is* there no "-" mechanism? [ checks online help ] I think you might want to look at the -i option, before giving up. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From phil.labonte at transcore.com Mon Apr 4 14:26:01 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 4 Apr 2005 14:26:01 -0400 Subject: [rt-users] RT 3.2.3 with Oracle Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE98@torex1.tcore.com> Is there a how to, or step by step to get RT 3.2.3 to work with Oracle? Phil From Paul.Crossman at tvguide.com Mon Apr 4 15:31:57 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Mon, 4 Apr 2005 15:31:57 -0400 Subject: [rt-users] Bad URL? I have the symptom, jut can't find the cause Message-ID: <75CEDBF199045948891D43BFE1AB3E060578F098@bedpo1.tvguideinc.com> Last week I reported users seeing page that looks something like this after the login screen. 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 I've found the symptom, but not the cause... It seems that whenever someone uses the link http://rtserver/rt/ they'll proceed normally into the "RT At A Glance" screen and are able to use RT as normal. However, those that use the link http://rtserver/rt (note no trailing slash) get the mangled GPL code above. I've looked at the RT_SiteConfig.pm and httpd.conf, and can't see a specific line where making a change would allow both URLs to work. There's nothing in the Wiki on this either... anyone got any ideas? You can find a snippet from my httpd.conf below. Thanks, Paul C. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Paul Crossman > Sent: Wednesday, March 30, 2005 5:19 PM > To: Drew Barnes > Cc: rt-users at lists.bestpractical.com > Subject: RE: Bad index.html page??? Was (RE: [rt-users] Keep getting mysq > l is sues when running 'make initialize-database') > > > -----Original Message----- > > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > > Sent: Wednesday, March 30, 2005 1:55 PM > > To: Paul Crossman > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: Bad index.html page??? Was (RE: [rt-users] Keep getting > mysql > > is sues when running 'make initialize-database') > > > > >Connection to the RT application is possible at this point for me, but > > >others get a web page that starts off looking like this... > > > > > >%# 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 > > > > > > > > > > This sounds like an httpd.conf problem. What does the section you set > > up for RT look like? > > > > DB > > > > Here's the sections from my httpd.conf file > > > SetHandler default-handler > > > > NameVirtualHost *:80 > > ServerAdmin root > # DocumentRoot /var/www/html/ > DocumentRoot /opt/rt3/share/html/ > # Adding the following for RT (the ticket tracker) > AddHandler fastcgi-script fcgi > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to display images > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > > Paul C. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From dsr at mail.lns.cornell.edu Mon Apr 4 15:37:59 2005 From: dsr at mail.lns.cornell.edu (Dan Riley) Date: 04 Apr 2005 15:37:59 -0400 Subject: [rt-users] *very* slow 'OR' searches In-Reply-To: <20050403144929.A782@cgi.jachomes.com> References: <20050403144929.A782@cgi.jachomes.com> Message-ID: "Jay R. Ashworth" writes: > On Sun, Apr 03, 2005 at 12:25:43PM -0600, Michael Loftis wrote: > > > I find it somewhat worrisome that it is so easy to stumble across a > > > simple search that takes essentially forever. Presumably this happens > > > because neither the query builder nor the MySQL "optimizer" notices > > > > MySQL doesn't have an optimizer, at all. [...] I must need scarier "scare quotes" ;-) > Sounds like another good reason to use PgSQL instead. :-) PostgreSQL 8.0.1 tries harder, but sadly doesn't actually do any better. Here's the skeleton of the query plan for the query produced by SearchBuilder for "Subject like 'foo' OR Content like 'bar'": Limit (cost=750.26..750.33 rows=1 width=172) -> Unique (cost=750.26..750.33 rows=1 width=172) -> Sort (cost=750.26..750.27 rows=1 width=172) -> Nested Loop (cost=11.88..750.25 rows=1 width=172) -> Seq Scan on transactions transactions_1 (cost=0.00..48.40 rows=211 width=8) -> Materialize (cost=11.88..12.97 rows=109 width=335) -> Nested Loop (cost=0.00..11.77 rows=109 width=335) -> Seq Scan on tickets main (cost=0.00..5.59 rows=1 width=172) -> Seq Scan on attachments attachments_2 (cost=0.00..5.09 rows=109 width=163) and the same for my rewrite: Limit (cost=14.47..14.53 rows=1 width=172) -> Unique (cost=14.47..14.53 rows=1 width=172) -> Sort (cost=14.47..14.47 rows=1 width=172) -> Nested Loop (cost=0.00..14.46 rows=1 width=172) -> Nested Loop (cost=0.00..11.43 rows=1 width=176) -> Seq Scan on tickets main (cost=0.00..5.59 rows=1 width=172) -> Index Scan using transactions1 (cost=0.00..5.82 rows=1 width=8) -> Index Scan using attachments2 (cost=0.00..3.01 rows=1 width=163) These were produced after a "vacuum analyze;" and running the queries (PostgreSQL had an incorrectly optimistic estimate for the first query until I vacuumed, after which it got more realistic). I haven't done any PostgreSQL performance tuning, so I won't make any quantitative comparisons between the DBs, but the same qualitative relationship holds--the query produced by SearchBuilder is orders of magnitude slower than the rewrite. I found a post to the MySQL MaxDB mailing list from someone running RT on MaxDB, complaining about the performance of ORs, with a response from someone at SAP that this is a hard problem, and MaxDB currently does not optimize ORs--that saved me from trying MaxDB. I _could_ try Oracle, but it's probably easier to tell our users not to OR dissimilar types. -dan From Paul.Crossman at tvguide.com Mon Apr 4 16:19:38 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Mon, 4 Apr 2005 16:19:38 -0400 Subject: [rt-users] Bad URL? I have the symptom, jut can't find the c ause Message-ID: <75CEDBF199045948891D43BFE1AB3E060578F0C0@bedpo1.tvguideinc.com> Same result. :( Paul C. > -----Original Message----- > From: Graham Dunn [mailto:graham.dunn at leitch.com] > Sent: Monday, April 04, 2005 4:01 PM > To: Paul Crossman > Subject: Re: [rt-users] Bad URL? I have the symptom, jut can't find the > cause > > On Mon, Apr 04, 2005 at 03:31:57PM -0400, Paul Crossman wrote: > > > > It seems that whenever someone uses the link http://rtserver/rt/ they'll > > proceed normally into the "RT At A Glance" screen and are able to use RT > as > > normal. However, those that use the link http://rtserver/rt (note no > > trailing slash) get the mangled GPL code above. I've looked at the > > RT_SiteConfig.pm and httpd.conf, and can't see a specific line where > making > > a change would allow both URLs to work. > > > > There's nothing in the Wiki on this either... anyone got any ideas? > You > > can find a snippet from my httpd.conf below. > > Remove the '/' from your DocumentRoot? > > > > NameVirtualHost *:80 > > > > > > ServerAdmin root > > > # DocumentRoot /var/www/html/ > > > DocumentRoot /opt/rt3/share/html/ > > > # Adding the following for RT (the ticket tracker) > > > AddHandler fastcgi-script fcgi > > > > > > Options FollowSymLinks ExecCGI > > > AllowOverride None > > > > > > # Pass through requests to display images > > > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > > > > > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi From Paul.Crossman at tvguide.com Mon Apr 4 16:35:14 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Mon, 4 Apr 2005 16:35:14 -0400 Subject: [rt-users] Bad URL? I have the symptom, jut can't find the c ause Message-ID: <75CEDBF199045948891D43BFE1AB3E060578F0CB@bedpo1.tvguideinc.com> Same result on this one also.... Here's two log entries from the /var/log/httpd/access_log. This is the failure: - - [04/Apr/2005:16:28:51 -0400] "POST /index.html HTTP/1.1" 200 2840 "http://chips/rt" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.6) Gecko/20050323 Firefox/1.0.2 Fedora/1.0.2-1.3.1" This is the success: - - [04/Apr/2005:16:29:39 -0400] "POST /rt/index.html HTTP/1.1" 200 7679 "http://chips/rt/" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.6) Gecko/20050323 Firefox/1.0.2 Fedora/1.0.2-1.3.1" Paul C. > -----Original Message----- > From: Anthony Leong [mailto:anthonyl at yorku.ca] > Sent: Monday, April 04, 2005 4:27 PM > To: Paul Crossman > Subject: RE: [rt-users] Bad URL? I have the symptom, jut can't find the c > ause > > Hello, > > I am not using fastcgi, but looking at > http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration , perhaps it > is: > instead of ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > Try this ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > Anthony > > On Mon, 4 Apr 2005, Paul Crossman wrote: > > > Same result. :( > > > > Paul C. > > > > > -----Original Message----- > > > From: Graham Dunn [mailto:graham.dunn at leitch.com] > > > Sent: Monday, April 04, 2005 4:01 PM > > > To: Paul Crossman > > > Subject: Re: [rt-users] Bad URL? I have the symptom, jut can't find > the > > > cause > > > > > > On Mon, Apr 04, 2005 at 03:31:57PM -0400, Paul Crossman wrote: > > > > > > > > It seems that whenever someone uses the link http://rtserver/rt/ > they'll > > > > proceed normally into the "RT At A Glance" screen and are able to > use RT > > > as > > > > normal. However, those that use the link http://rtserver/rt (note > no > > > > trailing slash) get the mangled GPL code above. I've looked at the > > > > RT_SiteConfig.pm and httpd.conf, and can't see a specific line where > > > making > > > > a change would allow both URLs to work. > > > > > > > > There's nothing in the Wiki on this either... anyone got any ideas? > > > You > > > > can find a snippet from my httpd.conf below. > > > > > > Remove the '/' from your DocumentRoot? > > > > > > > > NameVirtualHost *:80 > > > > > > > > > > ServerAdmin root > > > > > # DocumentRoot /var/www/html/ > > > > > DocumentRoot /opt/rt3/share/html/ > > > > > # Adding the following for RT (the ticket tracker) > > > > > AddHandler fastcgi-script fcgi > > > > > > > > > > Options FollowSymLinks ExecCGI > > > > > AllowOverride None > > > > > > > > > > # Pass through requests to display images > > > > > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > > > > > > > > > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > > > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From Paul.Crossman at tvguide.com Mon Apr 4 16:43:10 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Mon, 4 Apr 2005 16:43:10 -0400 Subject: [rt-users] Bad URL? I have the symptom, jut can't find the c ause Message-ID: <75CEDBF199045948891D43BFE1AB3E060578F0D0@bedpo1.tvguideinc.com> Still the same, my httpd.conf file now looks like this... NameVirtualHost *:80 ServerAdmin root DocumentRoot /opt/rt3/share/html # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to display images Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 Paul C. > -----Original Message----- > From: Graham Dunn [mailto:graham.dunn at leitch.com] > Sent: Monday, April 04, 2005 4:34 PM > To: Paul Crossman > Subject: Re: [rt-users] Bad URL? I have the symptom, jut can't find the c > ause > > On Mon, Apr 04, 2005 at 04:19:38PM -0400, Paul Crossman wrote: > > Same result. :( > > > Sorry, the FastCgiServer line can't be inside the Virtualhost paragraph. > > just move the ScriptAlias line > > Graham > > > > Paul C. > > > > > -----Original Message----- > > > From: Graham Dunn [mailto:graham.dunn at leitch.com] > > > Sent: Monday, April 04, 2005 4:01 PM > > > To: Paul Crossman > > > Subject: Re: [rt-users] Bad URL? I have the symptom, jut can't find > the > > > cause > > > > > > On Mon, Apr 04, 2005 at 03:31:57PM -0400, Paul Crossman wrote: > > > > > > > > It seems that whenever someone uses the link http://rtserver/rt/ > they'll > > > > proceed normally into the "RT At A Glance" screen and are able to > use RT > > > as > > > > normal. However, those that use the link http://rtserver/rt (note > no > > > > trailing slash) get the mangled GPL code above. I've looked at the > > > > RT_SiteConfig.pm and httpd.conf, and can't see a specific line where > > > making > > > > a change would allow both URLs to work. > > > > > > > > There's nothing in the Wiki on this either... anyone got any ideas? > > > You > > > > can find a snippet from my httpd.conf below. > > > > > > Remove the '/' from your DocumentRoot? > > > > > > > > NameVirtualHost *:80 > > > > > > > > > > ServerAdmin root > > > > > # DocumentRoot /var/www/html/ > > > > > DocumentRoot /opt/rt3/share/html/ > > > > > # Adding the following for RT (the ticket tracker) > > > > > AddHandler fastcgi-script fcgi > > > > > > > > > > Options FollowSymLinks ExecCGI > > > > > AllowOverride None > > > > > > > > > > # Pass through requests to display images > > > > > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > > > > > > > > > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > > > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi From antonio at bemfi.ca Mon Apr 4 16:14:58 2005 From: antonio at bemfi.ca (Antonio Bemfica) Date: Mon, 04 Apr 2005 16:14:58 -0400 Subject: [rt-users] AdminUsers right required to view user info Message-ID: <1112645698.81669.27.camel@heffalump.skillnet.ca> Hello Some background: I'm planning to deploy RT (3.4.1) to track work orders in a housing project. I need the maintenance staff (ticket owners) to be able to see contact information for the requestors (phone number, street address) in order to visit their homes and fix the "leaking tap". The problem: unless I grant the AdminUsers right to the maintenance staff, the "Location" information is blanked in the Admin/Users/Modify.html page (reached from "More about Joe Smith..."). I don't necessarily want the maintenance staff to be able to alter user data, only to see it. There does not appear to be a ShowUsers right. Is there any alternative I should look into before attempting to alter the code to accomplish what I want? I'm new to RT (but not to issue tracking systems) and appreciate any help. Thanks in advance Antonio From taylor at gkg.net Mon Apr 4 17:23:15 2005 From: taylor at gkg.net (Taylor Marvin) Date: Mon, 4 Apr 2005 16:23:15 -0500 (CDT) Subject: [rt-users] Upgrading RT Message-ID: After searching for hours, I have found some information, but not what I was looking for..so if my question has already been answered somewhere, please point me at it and I will apologize beforehand for missing it. What I am trying to do is upgrade an old RT 1.0.7 install to the latest version (3.4.1, I believe). I have found info on upgrading from 2 to 3 and then from 3 to 3.X versions, etc. But I have not found any info on upgrading from version 1.0.7 to 2. If anybody knows of a shorter upgrade path from 1.0.7 to 3.4.1, I would cerainly appreciate any info. Thanks for any information provided. Taylor From tim_wilson at hopkins.k12.mn.us Mon Apr 4 17:47:17 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 04 Apr 2005 16:47:17 -0500 Subject: [rt-users] Migrating from Pg to mysql Message-ID: Hi everyone, I'm about to try Jesse's rt3-on-pg-to-mysql script, but I've got a couple quick questions: 1. Does it depend on a specific version of RT? 2. Assuming that all the relevant perl modules are installed and the script runs successfully, do I need to do anything beyond modify the RT_SiteConfig.pm file to use: Set($DatabaseType , 'mysql'); BTW, I'm using the Debian RT package for RT 3.2 Thanks, Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From steve at n2sw.com Mon Apr 4 16:41:50 2005 From: steve at n2sw.com (steve Rieger) Date: Mon, 4 Apr 2005 16:41:50 -0400 Subject: [rt-users] Bad URL? I have the symptom, jut can't find the cause In-Reply-To: <75CEDBF199045948891D43BFE1AB3E060578F098@bedpo1.tvguideinc.com> References: <75CEDBF199045948891D43BFE1AB3E060578F098@bedpo1.tvguideinc.com> Message-ID: <6c86b12eaee106a42e4c42382d72bfee@n2sw.com> thats because this has nothing to do with rt, its an apache thing take a look ad directory index On Apr 4, 2005, at 3:31 PM, Paul Crossman wrote: > Last week I reported users seeing page that looks something like this > after > the login screen. > > 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 > > I've found the symptom, but not the cause... > > It seems that whenever someone uses the link http://rtserver/rt/ > they'll > proceed normally into the "RT At A Glance" screen and are able to use > RT as > normal. However, those that use the link http://rtserver/rt (note no > trailing slash) get the mangled GPL code above. I've looked at the > RT_SiteConfig.pm and httpd.conf, and can't see a specific line where > making > a change would allow both URLs to work. > > There's nothing in the Wiki on this either... anyone got any ideas? > You > can find a snippet from my httpd.conf below. > > Thanks, > Paul C. > > > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Paul Crossman >> Sent: Wednesday, March 30, 2005 5:19 PM >> To: Drew Barnes >> Cc: rt-users at lists.bestpractical.com >> Subject: RE: Bad index.html page??? Was (RE: [rt-users] Keep getting >> mysq >> l is sues when running 'make initialize-database') >> >>> -----Original Message----- >>> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >>> Sent: Wednesday, March 30, 2005 1:55 PM >>> To: Paul Crossman >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: Bad index.html page??? Was (RE: [rt-users] Keep getting >> mysql >>> is sues when running 'make initialize-database') >>> >>>> Connection to the RT application is possible at this point for me, >>>> but >>>> others get a web page that starts off looking like this... >>>> >>>> %# 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 >>>> >>>> >>> >>> This sounds like an httpd.conf problem. What does the section you >>> set >>> up for RT look like? >>> >>> DB >>> >> >> Here's the sections from my httpd.conf file >> >> >> SetHandler default-handler >> >> >> >> NameVirtualHost *:80 >> >> ServerAdmin root >> # DocumentRoot /var/www/html/ >> DocumentRoot /opt/rt3/share/html/ >> # Adding the following for RT (the ticket tracker) >> AddHandler fastcgi-script fcgi >> >> Options FollowSymLinks ExecCGI >> AllowOverride None >> >> # Pass through requests to display images >> Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images >> >> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 >> ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi >> >> >> Paul C. >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! >> (Boston, San Francisco, Austin, Sydney) Contact >> training at bestpractical.com >> for details. >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Steve RIeger (212) 804-1132 (Work) (646) 335-8915 (Cell) chozrim (aim) From jrlang at uwyo.edu Mon Apr 4 16:05:20 2005 From: jrlang at uwyo.edu (jeffrey Lang) Date: Mon, 04 Apr 2005 14:05:20 -0600 Subject: [rt-users] Permission problems on new install Message-ID: <42519E00.6000000@uwyo.edu> Hi guy I'm just installing RT on a new FC3, all latest updates and patches. The kernel info is: Linux jrlang.gg.uwyo.edu 2.6.10-1.770_FC3smp #1 SMP Thu Feb 24 18:36:43 EST 2005 x86_64 x86_64 x86_64 GNU/Linux. Using mysql 4.1.19, perl 5.8.5 and apache 2. Everything seemed to install properly. The problem is a permissions issues with the /opt/rt3/var/mason-data/obj directory. When httpd is started i get the following messages: [root at jrlang etc]# /etc/init.d/httpd restart Stopping httpd: [ OK ] Starting httpd: Can't unlink file /opt/rt3/var/mason_data/obj/standard/index.html: Permission denied at /opt/rt3/bin/webmux.pl line 111 Can't remove directory /opt/rt3/var/mason_data/obj/standard: Permission denied at /opt/rt3/bin/webmux.pl line 111 and can't restore permissions to 0777 at /opt/rt3/bin/webmux.pl line 111 This seems to be an issue that keeps mason from working properly as when i access the web page i get: *error:* Couldn't create object file /opt/rt3/var/mason_data/obj/standard/index.html: Permission denied *context:* *...* *313:* { *314:* if ($tries++ == 3) { *315:* $self->_compilation_error( $source->friendly_name, "Could not load or recreate object file after 3 tries" ); *316:* } *317:* if ($objfilemod < $srcmod) { *318:* $self->compiler->compile_to_file( file => $objfile, source => $source); *319:* } *320:* $comp = eval { $self->eval_object_code( object_file => $objfile ) }; *321:* *...* *code stack:* /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:317 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:198 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:68 /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:222 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:899 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:824 /opt/rt3/bin/webmux.pl:136 -e:0 In trying to figure out the problem, i have set all parent directory permissions to 777 and tried different owner and group setting on the directory and parrents. It seem that now matter what i set the permissons to, nothing seems to fix the problem. here is how my directories are setup currently: [root at jrlang etc]# cd /opt [root at jrlang opt]# ls Grid lost+found rt3 [root at jrlang opt]# ls -l total 36 drwxr-xr-x 2 root root 4096 Mar 28 13:25 Grid drwx------ 2 root root 16384 Mar 28 03:04 lost+found drwxr-xr-x 9 root root 4096 Apr 1 16:07 rt3 [root at jrlang opt]# cd rt3 [root at jrlang rt3]# ls -l total 56 drwxr-xr-x 2 root root 4096 Apr 4 09:50 bin drwxr-xr-x 2 root rt 4096 Apr 4 13:51 etc drwxr-xr-x 4 root bin 4096 Apr 1 16:07 lib drwxr-xr-x 6 root root 4096 Apr 1 16:07 local drwxr-xr-x 2 root root 4096 Apr 1 16:07 sbin drwxr-xr-x 4 root root 4096 Apr 1 16:07 share drwxrwxrwx 5 root root 4096 Apr 1 16:07 var [root at jrlang rt3]# cd var [root at jrlang var]# ls log mason_data session_data [root at jrlang var]# ls -l total 24 drwxrwxrwx 2 root root 4096 Apr 1 16:07 log drwxrwxrwx 5 apache apache 4096 Apr 1 16:07 mason_data drwxrwxrwx 2 apache apache 4096 Apr 1 16:07 session_data [root at jrlang var]# cd mason_data [root at jrlang mason_data]# ls -l total 24 drwxr-xr-x 2 apache apache 4096 Apr 1 16:07 cache drwxr-xr-x 2 apache apache 4096 Apr 1 16:07 etc drwxrwxrwx 3 apache apache 4096 Apr 1 16:57 obj [root at jrlang mason_data]# cd obj [root at jrlang obj]# ls -l total 8 drwxrwxrwx 2 root apache 4096 Apr 4 10:13 standard So My question are: 1. What is the proper owner, group and permissoons for the directory structure? 2. What could be causing this permission issue, since, all parents should be open to all users? Any help would be greatly apprecicated. jeff lang University of Wyoming Dept. of Geology and Geophysics -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Apr 4 18:47:48 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Apr 2005 18:47:48 -0400 Subject: [rt-users] RT 3.2.3 with Oracle In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE98@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE98@torex1.tcore.com> Message-ID: <20050404224748.GI22996@bestpractical.com> On Mon, Apr 04, 2005 at 02:26:01PM -0400, Labonte, Phil wrote: > Is there a how to, or step by step to get RT 3.2.3 to work with Oracle? Start with "README.Oracle" in the RT distribution. From jesse at bestpractical.com Mon Apr 4 18:53:09 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Apr 2005 18:53:09 -0400 Subject: [rt-users] *very* slow 'OR' searches In-Reply-To: References: <20050403144929.A782@cgi.jachomes.com> Message-ID: <20050404225309.GK22996@bestpractical.com> > I found a post to the MySQL MaxDB mailing list from someone running RT > on MaxDB, complaining about the performance of ORs, with a response > from someone at SAP that this is a hard problem, and MaxDB currently > does not optimize ORs--that saved me from trying MaxDB. I _could_ > try Oracle, but it's probably easier to tell our users not to OR > dissimilar types. Rather than trying other databases, It makes more sense to spend a bit of time on RT::Tickets_Overlay.pm's logic ;) Patches are most certainly welcome. > > -dan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Mon Apr 4 19:02:46 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 4 Apr 2005 19:02:46 -0400 Subject: [rt-users] Owners and Requestors In-Reply-To: <20050404045523.9884961C2A6@sr-gw.esc.net.au> References: <20050404045523.9884961C2A6@sr-gw.esc.net.au> Message-ID: <20050404230246.GP22996@bestpractical.com> On Mon, Apr 04, 2005 at 02:22:37PM +0930, Andrew Xenides wrote: > Hi, > > Each fortnight, we run a script that inserts 500 or so new tickets in to RT. > Each one has a different requestor. > > The problem is, that when logged in as root, and I want to assign jobs to > people, the drop down list that I can assign the job to includes all these > requestors, when all I want is the 7 staff members (users) that are in the > system. > > Is there a way I can restrict the drop down? Who have you granted "OwnTicket" to? > Thanks > > Andrew > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jra at baylink.com Mon Apr 4 20:33:32 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 4 Apr 2005 20:33:32 -0400 Subject: [rt-users] Migrating from Pg to mysql In-Reply-To: ; from Tim Wilson on Mon, Apr 04, 2005 at 04:47:17PM -0500 References: Message-ID: <20050404203332.B3191@cgi.jachomes.com> On Mon, Apr 04, 2005 at 04:47:17PM -0500, Tim Wilson wrote: > I'm about to try Jesse's rt3-on-pg-to-mysql script, but I've got a couple > quick questions: I'm sure you have a good reason for abandoning a *real* database for (oh, let's pick something out of this week's list traffic) something without a query optimizer (:-)... but I'd really like to know what it is, if you don't mind sharing. :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Mon Apr 4 20:41:32 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 4 Apr 2005 20:41:32 -0400 Subject: [rt-users] Bad URL? I have the symptom, jut can't find the cause In-Reply-To: <6c86b12eaee106a42e4c42382d72bfee@n2sw.com>; from steve Rieger on Mon, Apr 04, 2005 at 04:41:50PM -0400 References: <75CEDBF199045948891D43BFE1AB3E060578F098@bedpo1.tvguideinc.com> <6c86b12eaee106a42e4c42382d72bfee@n2sw.com> Message-ID: <20050404204132.E3191@cgi.jachomes.com> On Mon, Apr 04, 2005 at 04:41:50PM -0400, steve Rieger wrote: > thats because this has nothing to do with rt, its an apache thing take > a look ad directory index Which doesn't at all preclude it going up on the wiki... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Mon Apr 4 20:45:21 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 4 Apr 2005 20:45:21 -0400 Subject: [rt-users] *very* slow 'OR' searches In-Reply-To: ; from Dan Riley on Mon, Apr 04, 2005 at 03:37:59PM -0400 References: <20050403144929.A782@cgi.jachomes.com> Message-ID: <20050404204521.F3191@cgi.jachomes.com> On Mon, Apr 04, 2005 at 03:37:59PM -0400, Dan Riley wrote: > "Jay R. Ashworth" writes: > > On Sun, Apr 03, 2005 at 12:25:43PM -0600, Michael Loftis wrote: > > > > I find it somewhat worrisome that it is so easy to stumble across a > > > > simple search that takes essentially forever. Presumably this happens > > > > because neither the query builder nor the MySQL "optimizer" notices > > > > > > MySQL doesn't have an optimizer, at all. [...] > > I must need scarier "scare quotes" ;-) Careful; that's not me saying that there; in fact, you didn't keep any of what I said. Whatever it was. :-) > > Sounds like another good reason to use PgSQL instead. :-) [ I will read everything before writing anything. I will read everything... ] > PostgreSQL 8.0.1 tries harder, but sadly doesn't actually do any > better. Here's the skeleton of the query plan for the query produced > by SearchBuilder for "Subject like 'foo' OR Content like 'bar'": > > Limit (cost=750.26..750.33 rows=1 width=172) > -> Unique (cost=750.26..750.33 rows=1 width=172) > -> Sort (cost=750.26..750.27 rows=1 width=172) > -> Nested Loop (cost=11.88..750.25 rows=1 width=172) > -> Seq Scan on transactions transactions_1 > (cost=0.00..48.40 rows=211 width=8) > -> Materialize (cost=11.88..12.97 rows=109 width=335) > -> Nested Loop > (cost=0.00..11.77 rows=109 width=335) > -> Seq Scan on tickets main > (cost=0.00..5.59 rows=1 width=172) > -> Seq Scan on attachments attachments_2 > (cost=0.00..5.09 rows=109 width=163) > > and the same for my rewrite: > > Limit (cost=14.47..14.53 rows=1 width=172) > -> Unique (cost=14.47..14.53 rows=1 width=172) > -> Sort (cost=14.47..14.47 rows=1 width=172) > -> Nested Loop (cost=0.00..14.46 rows=1 width=172) > -> Nested Loop (cost=0.00..11.43 rows=1 width=176) > -> Seq Scan on tickets main > (cost=0.00..5.59 rows=1 width=172) > -> Index Scan using transactions1 > (cost=0.00..5.82 rows=1 width=8) > -> Index Scan using attachments2 > (cost=0.00..3.01 rows=1 width=163) > > These were produced after a "vacuum analyze;" and running the queries > (PostgreSQL had an incorrectly optimistic estimate for the first query > until I vacuumed, after which it got more realistic). I haven't done > any PostgreSQL performance tuning, so I won't make any quantitative > comparisons between the DBs, but the same qualitative relationship > holds--the query produced by SearchBuilder is orders of magnitude > slower than the rewrite. > > I found a post to the MySQL MaxDB mailing list from someone running RT > on MaxDB, complaining about the performance of ORs, with a response > from someone at SAP that this is a hard problem, and MaxDB currently > does not optimize ORs--that saved me from trying MaxDB. I _could_ > try Oracle, but it's probably easier to tell our users not to OR > dissimilar types. Yeah... but these are all ad-hoc queries, right? The built in stuff has been optimized? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Mon Apr 4 20:47:20 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 4 Apr 2005 20:47:20 -0400 Subject: [rt-users] AdminUsers right required to view user info In-Reply-To: <1112645698.81669.27.camel@heffalump.skillnet.ca>; from Antonio Bemfica on Mon, Apr 04, 2005 at 04:14:58PM -0400 References: <1112645698.81669.27.camel@heffalump.skillnet.ca> Message-ID: <20050404204720.G3191@cgi.jachomes.com> On Mon, Apr 04, 2005 at 04:14:58PM -0400, Antonio Bemfica wrote: > Some background: I'm planning to deploy RT (3.4.1) to track work orders > in a housing project. I need the maintenance staff (ticket owners) to be > able to see contact information for the requestors (phone number, street > address) in order to visit their homes and fix the "leaking tap". > > The problem: unless I grant the AdminUsers right to the maintenance > staff, the "Location" information is blanked in the > Admin/Users/Modify.html page (reached from "More about Joe Smith..."). I > don't necessarily want the maintenance staff to be able to alter user > data, only to see it. > > There does not appear to be a ShowUsers right. Is there any alternative > I should look into before attempting to alter the code to accomplish > what I want? > > I'm new to RT (but not to issue tracking systems) and appreciate any > help. Like me, you need a "client file", which RT doesn't really provide, per se. You'll probably have to implement this with custom fields and a group for the tenants. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From todd at chaka.net Mon Apr 4 21:07:00 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 4 Apr 2005 21:07:00 -0400 Subject: [rt-users] AdminUsers right required to view user info In-Reply-To: <20050404204720.G3191@cgi.jachomes.com> References: <1112645698.81669.27.camel@heffalump.skillnet.ca> <20050404204720.G3191@cgi.jachomes.com> Message-ID: <20050405010700.GJ19698@chaka.net> On Mon, Apr 04, 2005 at 08:47:20PM -0400, Jay R. Ashworth wrote: > On Mon, Apr 04, 2005 at 04:14:58PM -0400, Antonio Bemfica wrote: > > Some background: I'm planning to deploy RT (3.4.1) to track work orders > > in a housing project. I need the maintenance staff (ticket owners) to be > > able to see contact information for the requestors (phone number, street > > address) in order to visit their homes and fix the "leaking tap". > > > > The problem: unless I grant the AdminUsers right to the maintenance > > staff, the "Location" information is blanked in the > > Admin/Users/Modify.html page (reached from "More about Joe Smith..."). I > > don't necessarily want the maintenance staff to be able to alter user > > data, only to see it. > > > > There does not appear to be a ShowUsers right. Is there any alternative > > I should look into before attempting to alter the code to accomplish > > what I want? > > > > I'm new to RT (but not to issue tracking systems) and appreciate any > > help. > > Like me, you need a "client file", which RT doesn't really provide, per > se. You'll probably have to implement this with custom fields and a > group for the tenants. > I think this could be added easily. No reason why that right can't be added and a Users/Display.html page created with not too much work. -Todd From todd at chaka.net Mon Apr 4 21:15:26 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 4 Apr 2005 21:15:26 -0400 Subject: [rt-users] AdminUsers right required to view user info In-Reply-To: <20050405010700.GJ19698@chaka.net> References: <1112645698.81669.27.camel@heffalump.skillnet.ca> <20050404204720.G3191@cgi.jachomes.com> <20050405010700.GJ19698@chaka.net> Message-ID: <20050405011526.GK19698@chaka.net> On Mon, Apr 04, 2005 at 09:07:00PM -0400, Todd Chapman wrote: > > I think this could be added easily. No reason why that right > can't be added and a Users/Display.html page created with > not too much work. > > -Todd Looking at User_Overlay, most of the fields are public, so probably just need to create the display.html page and have the ticket display page link to that. -Todd From andrew at staff.esc.net.au Mon Apr 4 21:16:09 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 5 Apr 2005 10:46:09 +0930 Subject: [rt-users] Owners and Requestors In-Reply-To: <20050404230246.GP22996@bestpractical.com> Message-ID: <20050405011851.7EF6561C2D4@sr-gw.esc.net.au> Thanks for all your replies, I have it sorted now. The one thing I cant get to work is the saved queries. The element only shows up in the root user. I have set the priveliges for them to all different groups/users, but I cant get it right, even when its allowed for Everyone, it still wont show. Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Tuesday, 5 April 2005 8:33 AM > To: Andrew Xenides > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Owners and Requestors > > > > > On Mon, Apr 04, 2005 at 02:22:37PM +0930, Andrew Xenides wrote: > > Hi, > > > > Each fortnight, we run a script that inserts 500 or so new > tickets in to RT. > > Each one has a different requestor. > > > > The problem is, that when logged in as root, and I want to > assign jobs to > > people, the drop down list that I can assign the job to > includes all these > > requestors, when all I want is the 7 staff members (users) > that are in the > > system. > > > > Is there a way I can restrict the drop down? > > Who have you granted "OwnTicket" to? > > > Thanks > > > > Andrew > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your > town soon! (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- > > From mose at ns.cune.edu Mon Apr 4 21:20:42 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Mon, 4 Apr 2005 20:20:42 -0500 (CDT) Subject: [rt-users] Owners and Requestors In-Reply-To: <20050405011851.7EF6561C2D4@sr-gw.esc.net.au> Message-ID: On Tue, 5 Apr 2005, Andrew Xenides wrote: > The one thing I cant get to work is the saved queries. A query can be saved for yourself and/or for a particular group. Everyone who needs to see the same query must be in the group for which the query was saved. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "If guns killed people, gun shops would be the most dangerous place on earth." From sak8 at eecs.cwru.edu Mon Apr 4 21:27:02 2005 From: sak8 at eecs.cwru.edu (Simon Kuhn) Date: Mon, 4 Apr 2005 21:27:02 -0400 Subject: [rt-users] Owners and Requestors In-Reply-To: <20050405011851.7EF6561C2D4@sr-gw.esc.net.au> References: <20050405011851.7EF6561C2D4@sr-gw.esc.net.au> Message-ID: Andrew, This is set in Global, as opposed to per queue. You probably want CreateSavedSearch, EditSavedSearch, LoadSavedSearch, and ShowSavedSearches. Did you enable all of those? Simon From andrew at staff.esc.net.au Mon Apr 4 21:45:22 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 5 Apr 2005 11:15:22 +0930 Subject: [rt-users] Owners and Requestors In-Reply-To: Message-ID: <20050405014804.1578761C2D4@sr-gw.esc.net.au> I swear to god I set that before and it didn't work. Ah well, its there now. Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Simon Kuhn > Sent: Tuesday, 5 April 2005 10:57 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Owners and Requestors > > Andrew, > > This is set in Global, as opposed to per queue. You probably want > CreateSavedSearch, EditSavedSearch, LoadSavedSearch, and > ShowSavedSearches. > > Did you enable all of those? > > Simon > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your > town soon! (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From Anthony.Meo at btci.com Mon Apr 4 22:13:39 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Mon, 4 Apr 2005 22:13:39 -0400 Subject: [rt-users] Initial Queue Detection Message-ID: Hi all, We are implementing RT as a customer support application. Many of our customers send emails to addresses that they believe to be another company (under a wholesale agreement with them). To support this in RT, the email addresses for these queues accept and send out using these specific addresses. Once a ticket is created in RT, it may need to be escalated to our Tier 2 support, which is a queue in itself. If the user replies back to the customer once the ticket is in the Tier 2 support queue, it will use the address on the current queue....which is not a result we can have. So, I know there are options but ide like to know what you all think is the most appropriate to implement: My first choice would be to always reply to the user using the email address on the queue the ticket was created in: Assuming this is the method, is there a method call or attribute that I can grab on the ticket object (via scips or templates) that gives me access to the queue the ticket was created in. If so, how do I go about accessing it. A second option would be to alter the way tickets are escalated to other queues (or groups), but I do not know how that would work. Without moving tickets into different queues (where the user does not have ownership privileges) there is no way to move it back to the new/unowned tickets query on the homepage of a user in the "escalated to" queue. Hopefully someone has some insight into this issue. Thanks, Anthony Meo -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Mon Apr 4 23:01:39 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 4 Apr 2005 23:01:39 -0400 Subject: [rt-users] Initial Queue Detection In-Reply-To: References: Message-ID: <20050405030139.GL19698@chaka.net> On Mon, Apr 04, 2005 at 10:13:39PM -0400, Meo, Anthony wrote: > Hi all, > > We are implementing RT as a customer support application. Many of our > customers send emails to addresses that they believe to be another > company (under a wholesale agreement with them). To support this in RT, > the email addresses for these queues accept and send out using these > specific addresses. > > Once a ticket is created in RT, it may need to be escalated to our Tier > 2 support, which is a queue in itself. If the user replies back to the > customer once the ticket is in the Tier 2 support queue, it will use the > address on the current queue....which is not a result we can have. > > So, I know there are options but ide like to know what you all think is > the most appropriate to implement: > > My first choice would be to always reply to the user using the email > address on the queue the ticket was created in: > Assuming this is the method, is there a method call or attribute > that I can grab on the ticket object (via scips or templates) that gives > me access to the queue the ticket was created in. If so, how do I go > about accessing it. You could do this by going through the ticket transactions and finding the OldValue of the first queue change transaction. > > A second option would be to alter the way tickets are escalated to other > queues (or groups), but I do not know how that would work. Without > moving tickets into different queues (where the user does not have > ownership privileges) there is no way to move it back to the new/unowned > tickets query on the homepage of a user in the "escalated to" queue. > > Hopefully someone has some insight into this issue. > Why can't they reply to the e-maill address for the first queue? RT will find the ticket number in the subject and make sure the correspondence happens in the right place. -Todd From Anthony.Meo at btci.com Mon Apr 4 23:06:15 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Mon, 4 Apr 2005 23:06:15 -0400 Subject: [rt-users] Initial Queue Detection Message-ID: On Mon, Apr 04, 2005 at 10:13:39PM -0400, Meo, Anthony wrote: > Hi all, > > We are implementing RT as a customer support application. Many of our > customers send emails to addresses that they believe to be another > company (under a wholesale agreement with them). To support this in RT, > the email addresses for these queues accept and send out using these > specific addresses. > > Once a ticket is created in RT, it may need to be escalated to our Tier > 2 support, which is a queue in itself. If the user replies back to the > customer once the ticket is in the Tier 2 support queue, it will use the > address on the current queue....which is not a result we can have. > > So, I know there are options but ide like to know what you all think is > the most appropriate to implement: > > My first choice would be to always reply to the user using the email > address on the queue the ticket was created in: > Assuming this is the method, is there a method call or attribute > that I can grab on the ticket object (via scips or templates) that gives > me access to the queue the ticket was created in. If so, how do I go > about accessing it. You could do this by going through the ticket transactions and finding the OldValue of the first queue change transaction. [[Anthony Meo]] Would you happen to have an example of this. I am currently "trying by dying" on this and making slow progress....though im sure I will get there. The perfect method for this would be one that returns the email address of the original queue if it has been changes, else, it returns the email address of the current queue (assuming it has not changed queues). > > A second option would be to alter the way tickets are escalated to other > queues (or groups), but I do not know how that would work. Without > moving tickets into different queues (where the user does not have > ownership privileges) there is no way to move it back to the new/unowned > tickets query on the homepage of a user in the "escalated to" queue. > > Hopefully someone has some insight into this issue. > Why can't they reply to the e-maill address for the first queue? RT will find the ticket number in the subject and make sure the correspondence happens in the right place. [[Anthony Meo]] In this case, they may reply to the original email address...I have tested this and it works just fine. The only issue is regarding the person working in RT and sending out the email to the customer....which is how they will work. Currently, it will take the email address of the existing queue. -Todd From todd at chaka.net Mon Apr 4 23:19:41 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 4 Apr 2005 23:19:41 -0400 Subject: [rt-users] Initial Queue Detection In-Reply-To: References: Message-ID: <20050405031941.GM19698@chaka.net> On Mon, Apr 04, 2005 at 11:06:15PM -0400, Meo, Anthony wrote: > > > [[Anthony Meo]] In this case, they may reply to the original email > address...I have tested this and it works just fine. The only issue is > regarding the person working in RT and sending out the email to the > customer....which is how they will work. Currently, it will take the > email address of the existing queue. > Again, why can't the address change? From Anthony.Meo at btci.com Mon Apr 4 23:29:19 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Mon, 4 Apr 2005 23:29:19 -0400 Subject: [rt-users] Initial Queue Detection Message-ID: On Mon, Apr 04, 2005 at 11:06:15PM -0400, Meo, Anthony wrote: > > > [[Anthony Meo]] In this case, they may reply to the original email > address...I have tested this and it works just fine. The only issue is > regarding the person working in RT and sending out the email to the > customer....which is how they will work. Currently, it will take the > email address of the existing queue. > Again, why can't the address change? [[Anthony Meo]] Here is an example. We have a wholesale agreement with company X. This company sends in emails for support using an email address called helpdesk at X.com. As far as they know, our company does not exist. The customer support rep working with the customer would send responses to the customer from within the queue. As long as the ticket stays in the original queue, emails will always be sent using helpdesk at X.com to the requestor. Now, the ticket might get to a point where the customer service rep cannot help anymore due to lack of knowledge. This ticket must be escalated, so the customer service rep moves the ticket to the "Tier 2 Support Queue". This queue has an email address of tac at ourcompany.com. If the tier 2 support rep needs to ask the customer a question the email will be sent using tac at ourcompany.com. This is not the desired affect (unless the ticket was created in that queue). The desired affect would be that the tier 2 tech support rep would send the customer a question and the email address "from address' would be helpdesk at X.com. Thanks, -Anthony From mose at ns.cune.edu Mon Apr 4 23:41:16 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Mon, 4 Apr 2005 22:41:16 -0500 (CDT) Subject: [rt-users] Initial Queue Detection In-Reply-To: Message-ID: On Mon, 4 Apr 2005, Meo, Anthony wrote: > This ticket must be > escalated, so the customer service rep moves the ticket to the "Tier 2 > Support Queue". This queue has an email address of tac at ourcompany.com. > If the tier 2 support rep needs to ask the customer a question the email > will be sent using tac at ourcompany.com. This is not the desired affect You are using the wrong model. If the ticket is escalated, then the customer service rep makes the Tier 2 Support (T2S) person the owner of the ticket so that it shows up in the T2S person's MyTickets. All of company X's tickets must remain in company X's queue. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Confucious say: Mind like parachute. Only function when open." From sak8 at eecs.cwru.edu Mon Apr 4 23:42:57 2005 From: sak8 at eecs.cwru.edu (Simon Kuhn) Date: Mon, 4 Apr 2005 23:42:57 -0400 Subject: [rt-users] Initial Queue Detection In-Reply-To: References: Message-ID: <646d2b78e218c0b5f9bb9b4fad8d73ec@eecs.cwru.edu> On Apr 4, 2005, at 11:41 PM, Russell Mosemann wrote: > On Mon, 4 Apr 2005, Meo, Anthony wrote: > >> This ticket must be >> escalated, so the customer service rep moves the ticket to the "Tier 2 >> Support Queue". This queue has an email address of >> tac at ourcompany.com. >> If the tier 2 support rep needs to ask the customer a question the >> email >> will be sent using tac at ourcompany.com. This is not the desired affect > > You are using the wrong model. If the ticket is escalated, then the > customer service rep makes the Tier 2 Support (T2S) person the owner of > the ticket so that it shows up in the T2S person's MyTickets. All of > company X's tickets must remain in company X's queue. Or you could make a ticket escalation queue for each company. So there's an X queue and an X2 queue. Each of those queues would be set to use the same e-mail address. Simon From Anthony.Meo at btci.com Mon Apr 4 23:43:54 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Mon, 4 Apr 2005 23:43:54 -0400 Subject: [rt-users] Initial Queue Detection Message-ID: On Mon, 4 Apr 2005, Meo, Anthony wrote: > This ticket must be > escalated, so the customer service rep moves the ticket to the "Tier 2 > Support Queue". This queue has an email address of tac at ourcompany.com. > If the tier 2 support rep needs to ask the customer a question the email > will be sent using tac at ourcompany.com. This is not the desired affect You are using the wrong model. If the ticket is escalated, then the customer service rep makes the Tier 2 Support (T2S) person the owner of the ticket so that it shows up in the T2S person's MyTickets. All of company X's tickets must remain in company X's queue. [[Anthony Meo]] If we go with this model how can we take care of the following: The current owner does not know who to escalate the ticket to. The tier 2 support group consists of about 50 people. The owner does not have insight, nor authority to assign anything to a specific person. Given that, is there a way to make the ticket visible to the whole group (meaning the group of people with "Show Ticket" privileges on the tier 2 support queue? Within tier 2, It may be escalated again to a higher more specific queue i.e Network Support, PC Support, etc.... where a higher level person has to perform work. Actually, I would prefer to keep the tickets in the queue specific to that customer. So if this can be accommodated, that would be great. -Anthony From Anthony.Meo at btci.com Mon Apr 4 23:45:12 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Mon, 4 Apr 2005 23:45:12 -0400 Subject: [rt-users] Initial Queue Detection Message-ID: > On Mon, 4 Apr 2005, Meo, Anthony wrote: > >> This ticket must be >> escalated, so the customer service rep moves the ticket to the "Tier 2 >> Support Queue". This queue has an email address of >> tac at ourcompany.com. >> If the tier 2 support rep needs to ask the customer a question the >> email >> will be sent using tac at ourcompany.com. This is not the desired affect > > You are using the wrong model. If the ticket is escalated, then the > customer service rep makes the Tier 2 Support (T2S) person the owner of > the ticket so that it shows up in the T2S person's MyTickets. All of > company X's tickets must remain in company X's queue. Or you could make a ticket escalation queue for each company. So there's an X queue and an X2 queue. Each of those queues would be set to use the same e-mail address. [[Anthony Meo]] Certainly an option, but if there are 50 customers with 2 or 3 or 4 escalation levels, this would become a management nightmare. From seph at directionless.org Tue Apr 5 00:01:56 2005 From: seph at directionless.org (seph) Date: Tue, 05 Apr 2005 00:01:56 -0400 Subject: [rt-users] Re: WebExternalAuth trouble In-Reply-To: (Jonathan Reeder's message of "Mon, 4 Apr 2005 12:03:07 -0500") References: Message-ID: > When I uncomment the RT::Mason stuff and define $RT::WebExternalAuth, > strange things happen. Rather than getting my custom login page, I get RT's > login page, but sans login and password fields. Basically just an empty > grey box. Does RT have a username that matches what REMOTE_USER get's set to? seph From mose at ns.cune.edu Tue Apr 5 00:02:40 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Mon, 4 Apr 2005 23:02:40 -0500 (CDT) Subject: [rt-users] Initial Queue Detection In-Reply-To: Message-ID: An email address is associated with a queue. If you want a reply or comment to have a specific email address, the ticket needs to reside in the queue with that address. What you want is for a specific email address to be associated with a ticket, no matter what queue it is in. That's not how this works. You might be able to cobble together a template that looks to see what queues a ticket has visited and specify an address based on that, but that sounds a little complicated. If you are up to it, go for it. On Mon, 4 Apr 2005, Meo, Anthony wrote: > [[Anthony Meo]] If we go with this model how can we take care of the > following: The current owner does not know who to escalate the ticket > to. The tier 2 support group consists of about 50 people. The owner > does not have insight, nor authority to assign anything to a specific > person. The owner doesn't need to have insight. He just needs to know someone in the next tier. That person can reassign the ticket to someone else, if necessary. In fact, it could be that person's responsibility to disseminate escalated tickets. > Given that, is there a way to make the ticket visible to the whole group > (meaning the group of people with "Show Ticket" privileges on the tier 2 > support queue? Within tier 2, It may be escalated again to a higher > more specific queue i.e Network Support, PC Support, etc.... where a > higher level person has to perform work. You could make tickets in all of the queues visible to everyone in tier 2 and above, but I doubt you want to do that, because they normally would not deal with the majority of the tickets. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Confucious say: Man who throw dirt lose ground." From jesse at bestpractical.com Tue Apr 5 00:06:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Apr 2005 00:06:52 -0400 Subject: [rt-users] Initial Queue Detection In-Reply-To: References: Message-ID: <20050405040652.GZ22996@bestpractical.com> On Mon, Apr 04, 2005 at 11:02:40PM -0500, Russell Mosemann wrote: > An email address is associated with a queue. If you want a reply or > comment to have a specific email address, the ticket needs to reside in > the queue with that address. That's not necessarily true. Adding From: and Reply-To: headers to your templates should override the queue-default headers. You could then use a ticket custom field to hold the ticket's "address" or even do a dynamic lookup. > > What you want is for a specific email address to be associated with a > ticket, no matter what queue it is in. That's not how this works. You > might be able to cobble together a template that looks to see what queues > a ticket has visited and specify an address based on that, but that > sounds a little complicated. If you are up to it, go for it. > > On Mon, 4 Apr 2005, Meo, Anthony wrote: > > > [[Anthony Meo]] If we go with this model how can we take care of the > > following: The current owner does not know who to escalate the ticket > > to. The tier 2 support group consists of about 50 people. The owner > > does not have insight, nor authority to assign anything to a specific > > person. > > The owner doesn't need to have insight. He just needs to know someone in > the next tier. That person can reassign the ticket to someone else, if > necessary. In fact, it could be that person's responsibility to > disseminate escalated tickets. > > > Given that, is there a way to make the ticket visible to the whole group > > (meaning the group of people with "Show Ticket" privileges on the tier 2 > > support queue? Within tier 2, It may be escalated again to a higher > > more specific queue i.e Network Support, PC Support, etc.... where a > > higher level person has to perform work. > > You could make tickets in all of the queues visible to everyone in tier 2 > and above, but I doubt you want to do that, because they normally would > not deal with the majority of the tickets. > > ---- > Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska > "Confucious say: Man who throw dirt lose ground." > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From Anthony.Meo at btci.com Tue Apr 5 00:05:22 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Tue, 5 Apr 2005 00:05:22 -0400 Subject: [rt-users] Initial Queue Detection Message-ID: An email address is associated with a queue. If you want a reply or comment to have a specific email address, the ticket needs to reside in the queue with that address. [[Anthony Meo]] Regardless of the email address you send to (as long as it goes to RT) the ticket will be updated as long as the ticket number is in the subject. I have tested this extensively. What you want is for a specific email address to be associated with a ticket, no matter what queue it is in. That's not how this works. You might be able to cobble together a template that looks to see what queues a ticket has visited and specify an address based on that, but that sounds a little complicated. If you are up to it, go for it. [[Anthony Meo]] The logic seems feasible, could do it in the send email action. Before sending the email out of RT, if the ticket originated in another queue, use that address, else use the current queue address. On Mon, 4 Apr 2005, Meo, Anthony wrote: > [[Anthony Meo]] If we go with this model how can we take care of the > following: The current owner does not know who to escalate the ticket > to. The tier 2 support group consists of about 50 people. The owner > does not have insight, nor authority to assign anything to a specific > person. The owner doesn't need to have insight. He just needs to know someone in the next tier. That person can reassign the ticket to someone else, if necessary. In fact, it could be that person's responsibility to disseminate escalated tickets. [[Anthony Meo]] This is a good point, sort of like a triage person. The only issue is if he/she is out....I don't think this will pass because RT is being implemented to remove the reliance on single people. From todd at chaka.net Tue Apr 5 00:08:13 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 5 Apr 2005 00:08:13 -0400 Subject: [rt-users] Initial Queue Detection In-Reply-To: References: Message-ID: <20050405040813.GN19698@chaka.net> Now I understand. I'll try to help but I'm not in a position to test my suggestions right now so you'll have to test them and get back to me. First, I think we can change the From address for all emails by adding a From header to each template. Go to: Configuration->Global->Templates and add a From line to the top of each template, like this example: ==== Template Correspondence ======= From: RT-Attach-Message: yes {$Transaction->Content()} ==== END of Template ===== The blank line between the headers is important. Now send and e-mail by replying to a ticket and make sure the From address is the one you added and not the one for the queue. Next, we want to write a function that gets the correspond address of a ticket based on the first queue. ==== File /opt/rt3/local/lib/RT/Ticket_Local.pm ==== use strict; no warnings qw(redefine); sub FirstQueueEmail { my $self = shift; my $email = $self->QueueObj->CorrespondAddress; my $transactions = $self->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Set' ); $transactions->Limit( FIELD => 'Field', VALUE => 'Queue' ); if ( $transactions->Count ) { my $queue_id = $transactions->First->OldValue; my $queue = RT::Queue->new( $RT::SystemUser ); my ($rv, $msg) = $queue->Load($queue_id); $email = $queue->CorrespondAddress if $rv; } return $email; } 1; ==== END File ==== Finally, if the header tests in the rist step worked, change the from line to: From: { $Ticket->FirstQueueEmail } Let me know if you have problems. -Todd From Anthony.Meo at btci.com Tue Apr 5 00:10:35 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Tue, 5 Apr 2005 00:10:35 -0400 Subject: [rt-users] Initial Queue Detection Message-ID: Now I understand. I'll try to help but I'm not in a position to test my suggestions right now so you'll have to test them and get back to me. First, I think we can change the From address for all emails by adding a From header to each template. Go to: Configuration->Global->Templates and add a From line to the top of each template, like this example: ==== Template Correspondence ======= From: RT-Attach-Message: yes {$Transaction->Content()} ==== END of Template ===== The blank line between the headers is important. Now send and e-mail by replying to a ticket and make sure the From address is the one you added and not the one for the queue. Next, we want to write a function that gets the correspond address of a ticket based on the first queue. ==== File /opt/rt3/local/lib/RT/Ticket_Local.pm ==== use strict; no warnings qw(redefine); sub FirstQueueEmail { my $self = shift; my $email = $self->QueueObj->CorrespondAddress; my $transactions = $self->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Set' ); $transactions->Limit( FIELD => 'Field', VALUE => 'Queue' ); if ( $transactions->Count ) { my $queue_id = $transactions->First->OldValue; my $queue = RT::Queue->new( $RT::SystemUser ); my ($rv, $msg) = $queue->Load($queue_id); $email = $queue->CorrespondAddress if $rv; } return $email; } 1; ==== END File ==== Finally, if the header tests in the rist step worked, change the from line to: From: { $Ticket->FirstQueueEmail } Let me know if you have problems. -Todd [[Anthony Meo]] This sounds like a viable option I will use your code a start for this and then provide some feedback on this all as to how it works out and any other mods I make. If anyone has any thoughts on the idea of making this into a "Branding Engine" of sorts, please keep this discussion going. Whatever the final method of implementation is, I will be creating configuration pages (if necessary to get this to be fully usable in a production environment. Best, -Anthony From Anthony.Meo at btci.com Tue Apr 5 00:42:16 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Tue, 5 Apr 2005 00:42:16 -0400 Subject: [rt-users] Initial Queue Detection Message-ID: I tested briefly and the email address is changed appropriately. More configuration etc...tomorrow, when I'm not falling asleep. Thanks very much for the help, this has been a great push in the right direction (if not half the solution altogether.) Cheers! -Anthony Now I understand. I'll try to help but I'm not in a position to test my suggestions right now so you'll have to test them and get back to me. First, I think we can change the From address for all emails by adding a From header to each template. Go to: Configuration->Global->Templates and add a From line to the top of each template, like this example: ==== Template Correspondence ======= From: RT-Attach-Message: yes {$Transaction->Content()} ==== END of Template ===== The blank line between the headers is important. Now send and e-mail by replying to a ticket and make sure the From address is the one you added and not the one for the queue. Next, we want to write a function that gets the correspond address of a ticket based on the first queue. ==== File /opt/rt3/local/lib/RT/Ticket_Local.pm ==== use strict; no warnings qw(redefine); sub FirstQueueEmail { my $self = shift; my $email = $self->QueueObj->CorrespondAddress; my $transactions = $self->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Set' ); $transactions->Limit( FIELD => 'Field', VALUE => 'Queue' ); if ( $transactions->Count ) { my $queue_id = $transactions->First->OldValue; my $queue = RT::Queue->new( $RT::SystemUser ); my ($rv, $msg) = $queue->Load($queue_id); $email = $queue->CorrespondAddress if $rv; } return $email; } 1; ==== END File ==== Finally, if the header tests in the rist step worked, change the from line to: From: { $Ticket->FirstQueueEmail } Let me know if you have problems. -Todd From andrew at staff.esc.net.au Tue Apr 5 02:09:16 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 5 Apr 2005 15:39:16 +0930 Subject: [rt-users] (no subject) Message-ID: <20050405061159.9A1AE61C1F7@sr-gw.esc.net.au> we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.watson at staff.netspace.net.au Tue Apr 5 02:12:02 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Tue, 5 Apr 2005 16:12:02 +1000 Subject: [rt-users] (no subject) Message-ID: <56F211C5E3F24F47B103EA1B253822BE461C2E@vic-cr-ex1.staff.netspace.net.au> Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, April 05, 2005 2:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Tue Apr 5 02:16:37 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 5 Apr 2005 15:46:37 +0930 Subject: [rt-users] (no subject) In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE461C2E@vic-cr-ex1.staff.netspace.net.au> Message-ID: <20050405061917.ED08261C2D1@sr-gw.esc.net.au> yes, i know, all the permissions are exactly the same as they were before the reboot. let me repeat the scenario. RT is working reboot server RT gives error Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Sent: Tuesday, 5 April 2005 3:42 PM To: Andrew Xenides; rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, April 05, 2005 2:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.watson at staff.netspace.net.au Tue Apr 5 02:15:45 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Tue, 5 Apr 2005 16:15:45 +1000 Subject: [rt-users] (no subject) Message-ID: <56F211C5E3F24F47B103EA1B253822BE461C2F@vic-cr-ex1.staff.netspace.net.au> Ok, have you checked that someone hasn't been fiddling with your apache config (eg, check what user apache is running as)? Regards, Matt. ________________________________ From: Andrew Xenides [mailto:andrew at staff.esc.net.au] Sent: Tuesday, April 05, 2005 2:17 PM To: Matthew Watson Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) yes, i know, all the permissions are exactly the same as they were before the reboot. let me repeat the scenario. RT is working reboot server RT gives error Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au ________________________________ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Sent: Tuesday, 5 April 2005 3:42 PM To: Andrew Xenides; rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, April 05, 2005 2:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Tue Apr 5 02:30:54 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 5 Apr 2005 16:00:54 +0930 Subject: [rt-users] (no subject) In-Reply-To: <20050405061917.ED08261C2D1@sr-gw.esc.net.au> Message-ID: <20050405063335.5098661C2E3@sr-gw.esc.net.au> on further investigation. the apache error logs show DBD::mysql::st execute failed: Can't find file: './rt3/Users.frm' (errno: 13) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. RT::Handle=HASH(0x12ff3104) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. DBD::mysql::st execute failed: Can't find file: './rt3/Users.frm' (errno: 13) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. RT::Handle=HASH(0x12ff3104) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. for each load. now, could this file have been deleted somehow? how can i recreate it? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, 5 April 2005 3:47 PM To: 'Matthew Watson' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) yes, i know, all the permissions are exactly the same as they were before the reboot. let me repeat the scenario. RT is working reboot server RT gives error Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Sent: Tuesday, 5 April 2005 3:42 PM To: Andrew Xenides; rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, April 05, 2005 2:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From thealbs at yahoo.co.uk Tue Apr 5 02:25:15 2005 From: thealbs at yahoo.co.uk (Brian McCabe) Date: Tue, 5 Apr 2005 07:25:15 +0100 Subject: [rt-users] Re: permissions error In-Reply-To: <20050405061650.A615E4D81C3@diesel.bestpractical.com> Message-ID: <001201c539a8$3bfe7cf0$6401a8c0@office> Have all filesystems re-mounted successfully following the reboot? Have you checked you can write to the directory as the RT user outside of RT? Are you using NFS perhaps? Message: 2 Date: Tue, 5 Apr 2005 15:46:37 +0930 From: "Andrew Xenides" Subject: RE: [rt-users] (no subject) To: "'Matthew Watson'" Cc: rt-users at lists.bestpractical.com Message-ID: <20050405061917.ED08261C2D1 at sr-gw.esc.net.au> Content-Type: text/plain; charset="us-ascii" yes, i know, all the permissions are exactly the same as they were before the reboot. let me repeat the scenario. RT is working reboot server RT gives error -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: 05 April 2005 07:17 To: rt-users at lists.bestpractical.com Subject: RT-Users Digest, Vol 13, Issue 18 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: (no subject) (Matthew Watson) 2. RE: (no subject) (Andrew Xenides) ---------------------------------------------------------------------- Message: 1 Date: Tue, 5 Apr 2005 16:12:02 +1000 From: "Matthew Watson" Subject: RE: [rt-users] (no subject) To: "Andrew Xenides" , Message-ID: <56F211C5E3F24F47B103EA1B253822BE461C2E at vic-cr-ex1.staff.netspace.net.au> Content-Type: text/plain; charset="us-ascii" Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, April 05, 2005 2:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20050405/77b66 6ca/attachment-0001.htm ------------------------------ Message: 2 Date: Tue, 5 Apr 2005 15:46:37 +0930 From: "Andrew Xenides" Subject: RE: [rt-users] (no subject) To: "'Matthew Watson'" Cc: rt-users at lists.bestpractical.com Message-ID: <20050405061917.ED08261C2D1 at sr-gw.esc.net.au> Content-Type: text/plain; charset="us-ascii" yes, i know, all the permissions are exactly the same as they were before the reboot. let me repeat the scenario. RT is working reboot server RT gives error Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Sent: Tuesday, 5 April 2005 3:42 PM To: Andrew Xenides; rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, April 05, 2005 2:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20050405/cb8ee d3e/attachment.htm ------------------------------ _______________________________________________ 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 13, Issue 18 **************************************** ________________________________________________________________________ Yahoo! Messenger - Communicate instantly..."Ping" your friends today! Download Messenger Now http://uk.messenger.yahoo.com/download/index.html From matthew.watson at staff.netspace.net.au Tue Apr 5 02:34:17 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Tue, 5 Apr 2005 16:34:17 +1000 Subject: [rt-users] (no subject) Message-ID: <56F211C5E3F24F47B103EA1B253822BE461C30@vic-cr-ex1.staff.netspace.net.au> Hmm. Well, those (if I call correctly) are mysql's data files.. so are you able to check that mysql came up cleanly? Regards, Matt. ________________________________ From: Andrew Xenides [mailto:andrew at staff.esc.net.au] Sent: Tuesday, April 05, 2005 2:31 PM To: 'Andrew Xenides'; Matthew Watson Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) on further investigation. the apache error logs show DBD::mysql::st execute failed: Can't find file: './rt3/Users.frm' (errno: 13) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. RT::Handle=HASH(0x12ff3104) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. DBD::mysql::st execute failed: Can't find file: './rt3/Users.frm' (errno: 13) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. RT::Handle=HASH(0x12ff3104) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. for each load. now, could this file have been deleted somehow? how can i recreate it? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, 5 April 2005 3:47 PM To: 'Matthew Watson' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) yes, i know, all the permissions are exactly the same as they were before the reboot. let me repeat the scenario. RT is working reboot server RT gives error Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au ________________________________ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Sent: Tuesday, 5 April 2005 3:42 PM To: Andrew Xenides; rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, April 05, 2005 2:09 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Tue Apr 5 03:08:40 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 5 Apr 2005 16:38:40 +0930 Subject: FW: [rt-users] (no subject) Message-ID: <20050405071122.BFCD961C290@sr-gw.esc.net.au> yeh, there was a mysql permissions thing, but we fixed that, now we still get the same rt errors, but no errors in apache. so they obviously werent linked. also, if i uncomment the line 89 that has the die statement, it all works fine. weird _____ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Hmm. Well, those (if I call correctly) are mysql's data files.. so are you able to check that mysql came up cleanly? Regards, Matt. _____ From: Andrew Xenides [mailto:andrew at staff.esc.net.au] on further investigation. the apache error logs show DBD::mysql::st execute failed: Can't find file: './rt3/Users.frm' (errno: 13) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. RT::Handle=HASH(0x12ff3104) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. DBD::mysql::st execute failed: Can't find file: './rt3/Users.frm' (errno: 13) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. RT::Handle=HASH(0x12ff3104) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. for each load. now, could this file have been deleted somehow? how can i recreate it? _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides yes, i know, all the permissions are exactly the same as they were before the reboot. let me repeat the scenario. RT is working reboot server RT gives error Andrew Xenides _____ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides -------------- next part -------------- An HTML attachment was scrubbed... URL: From i.norton at lancaster.ac.uk Tue Apr 5 04:08:58 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Tue, 5 Apr 2005 09:08:58 +0100 Subject: [rt-users] Permission problems on new install Message-ID: <7F332A8009EE5D4CB62C87717A3498A10C6437DD@exchange-be1.lancs.ac.uk> Hi Jeff, My best guess is that you have se-linux enabled. Edit /etc/selinux/config and set "SELINUX=disabled". You'll need to reboot for the change to have effect. Ian. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jeffrey Lang Sent: 04 April 2005 21:05 To: rt-users at lists.bestpractical.com Subject: [rt-users] Permission problems on new install Hi guy I'm just installing RT on a new FC3, all latest updates and patches. The kernel info is: Linux jrlang.gg.uwyo.edu 2.6.10-1.770_FC3smp #1 SMP Thu Feb 24 18:36:43 EST 2005 x86_64 x86_64 x86_64 GNU/Linux. Using mysql 4.1.19, perl 5.8.5 and apache 2. Everything seemed to install properly. The problem is a permissions issues with the /opt/rt3/var/mason-data/obj directory. When httpd is started i get the following messages: [root at jrlang etc]# /etc/init.d/httpd restart Stopping httpd: [ OK ] Starting httpd: Can't unlink file /opt/rt3/var/mason_data/obj/standard/index.html: Permission denied at /opt/rt3/bin/webmux.pl line 111 Can't remove directory /opt/rt3/var/mason_data/obj/standard: Permission denied at /opt/rt3/bin/webmux.pl line 111 and can't restore permissions to 0777 at /opt/rt3/bin/webmux.pl line 111 This seems to be an issue that keeps mason from working properly as when i access the web page i get: error: Couldn't create object file /opt/rt3/var/mason_data/obj/standard/index.html: Permission denied context: ... 313: { 314: if ($tries++ == 3) { 315: $self->_compilation_error( $source->friendly_name, "Could not load or recreate object file after 3 tries" ); 316: } 317: if ($objfilemod < $srcmod) { 318: $self->compiler->compile_to_file( file => $objfile, source => $source); 319: } 320: $comp = eval { $self->eval_object_code( object_file => $objfile ) }; 321: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:317 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:198 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:68 /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:222 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:899 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:824 /opt/rt3/bin/webmux.pl:136 -e:0 In trying to figure out the problem, i have set all parent directory permissions to 777 and tried different owner and group setting on the directory and parrents. It seem that now matter what i set the permissons to, nothing seems to fix the problem. here is how my directories are setup currently: [root at jrlang etc]# cd /opt [root at jrlang opt]# ls Grid lost+found rt3 [root at jrlang opt]# ls -l total 36 drwxr-xr-x 2 root root 4096 Mar 28 13:25 Grid drwx------ 2 root root 16384 Mar 28 03:04 lost+found drwxr-xr-x 9 root root 4096 Apr 1 16:07 rt3 [root at jrlang opt]# cd rt3 [root at jrlang rt3]# ls -l total 56 drwxr-xr-x 2 root root 4096 Apr 4 09:50 bin drwxr-xr-x 2 root rt 4096 Apr 4 13:51 etc drwxr-xr-x 4 root bin 4096 Apr 1 16:07 lib drwxr-xr-x 6 root root 4096 Apr 1 16:07 local drwxr-xr-x 2 root root 4096 Apr 1 16:07 sbin drwxr-xr-x 4 root root 4096 Apr 1 16:07 share drwxrwxrwx 5 root root 4096 Apr 1 16:07 var [root at jrlang rt3]# cd var [root at jrlang var]# ls log mason_data session_data [root at jrlang var]# ls -l total 24 drwxrwxrwx 2 root root 4096 Apr 1 16:07 log drwxrwxrwx 5 apache apache 4096 Apr 1 16:07 mason_data drwxrwxrwx 2 apache apache 4096 Apr 1 16:07 session_data [root at jrlang var]# cd mason_data [root at jrlang mason_data]# ls -l total 24 drwxr-xr-x 2 apache apache 4096 Apr 1 16:07 cache drwxr-xr-x 2 apache apache 4096 Apr 1 16:07 etc drwxrwxrwx 3 apache apache 4096 Apr 1 16:57 obj [root at jrlang mason_data]# cd obj [root at jrlang obj]# ls -l total 8 drwxrwxrwx 2 root apache 4096 Apr 4 10:13 standard So My question are: 1. What is the proper owner, group and permissoons for the directory structure? 2. What could be causing this permission issue, since, all parents should be open to all users? Any help would be greatly apprecicated. jeff lang University of Wyoming Dept. of Geology and Geophysics -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Tue Apr 5 05:16:06 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 05 Apr 2005 11:16:06 +0200 Subject: [rt-users] create tickets with multiline text field using the cli! In-Reply-To: <20050404141950.A3877@cgi.jachomes.com> References: <424D6DF1.7070408@desy.de> <20050401115321.K32669@cgi.jachomes.com> <42516AB4.3030100@desy.de> <20050404141950.A3877@cgi.jachomes.com> Message-ID: <42525756.7020107@desy.de> Okay the cli don't work. I have no more idea. I tried the -i option but it don't change anything. I tried base64 encoding. I tried to add the line. Sorry! but I think it is impossible to create a text field with more then one line, when you create a ticket. I also looked at the source of the client and the REST stuff but I don't see the lines where the stuff is actually parsed. regards sven Jay R. Ashworth wrote: > On Mon, Apr 04, 2005 at 06:26:28PM +0200, Sven Sternberger wrote: > >>but I answered the questions in the first mail ;-) In my my original >>posting I wrote: >> >>>>I think I tried everything (quoting,htmltags,singlequote) >> >>so when I write quote I mean all quoting include \ >>and \\ and '' and "" and stuff like  or just
>>(I think I wrote this in the second mail, too) > > > And yet, what you did not answer was... > > >>>>Why don't you try actually answering said questions, and we'll see if >>>>we can help you. >> >>ah yes, STDIN, that don't work in the CLI there are fields where >>you have to enter values like >> TEXT="huhu" <<, and there is no "-" >>mechanism. > > > *Is* there no "-" mechanism? > > [ checks online help ] > > I think you might want to look at the -i option, before giving up. > > Cheers, > -- jra From kris at ecominternational.com Tue Apr 5 05:20:32 2005 From: kris at ecominternational.com (Kris) Date: Tue, 5 Apr 2005 19:20:32 +1000 Subject: [rt-users] Silent Resolve / Quiet Resolve RT 3.4.0 Message-ID: <200504052126.j35LQOCU069024@mail.ecominternational.com> Hi I am hoping someone can point me in the right direction to enable Silent Resolve in RT 3.4.0. (send no email to requestor on resolve) At the moment I have modified "On Resolve with template Resolved" under Global > Scrips and changed the Action and Template pulldowns to "-" which I assume is similiar to "do nothing" Is this all that needs to be done, as it does work but I now notice the following in my syslog when a ticket is resolved. It looks as if its erroring because its still trying to locate a .pm but being that I changed it to "-" in the pulldowns it is now empty. Any ideas? Regards Kris Apr 5 18:01:36 thewebshed RT: About to think about scrips for transaction #10935 Apr 5 18:01:36 thewebshed RT: About to prepare scrips for transaction #10935 Apr 5 18:01:36 thewebshed RT: Found 2 scrips Apr 5 18:01:36 thewebshed RT: Scrip Prepare 10 died. - Require of RT::Action:: failed. Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/site_perl/5.8.5/i386-freebsd-64int /usr/local/lib/perl5/site_perl/5.8.5/mach /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.5/BSDPAN /usr/local/lib/perl5/5.8.5/mach /usr/local/lib/perl5/5.8.5 . /usr/local/ /usr/local/lib/perl) at (eval 7156) line 3. Stack: [(eval 7156):3] [/opt/rt3/lib/RT/Scrip_Overlay.pm:472] [/opt/rt3/lib/RT/Scrips_Overlay.pm:235] [/opt/rt3/lib/RT/Transaction_Overlay.pm:160] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3439] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3176] [/opt/rt3/lib/RT/Record.pm:873] [/opt/rt3/lib/RT/Interface/Web.pm:933] [/opt/rt3/lib/RT/Interface/Web.pm:1047] [/opt/rt3/share/html/Ticket/Display.html:140] [/opt/rt3/share/html/Ticket/Update.html:211] [/opt/rt3/share/html/autohandler:215] Stack: [/opt/rt3/lib/RT/Sc Apr 5 18:01:36 thewebshed /kernel: Apr 5 18:01:36 thewebshed RT: Scrip Prepare 10 died. - Require of RT::Action:: failed. Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/site_perl/5.8.5/i386-freebsd-64int /usr/local/lib/perl5/site_perl/5.8.5/mach /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.5/BSDPAN /usr/local/lib/perl5/5.8.5/mach /usr/local/lib/perl5/5.8.5 . /usr/local/ /usr/local/lib/perl) at (eval 7156) line 3. Stack: [(eval 7156):3] [/opt/rt3/lib/RT/Scrip_Overlay.pm:472] [/opt/rt3/lib/RT/Scrips_Overlay.pm:235] [/opt/rt3/lib/RT/Transaction_Overlay.pm:160] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3439] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3176] [/opt/rt3/lib/RT/Record.pm:873] [/opt/rt3/lib/RT/Interface/Web.pm:933] [/opt/rt3/lib/RT/Interface/Web.pm:1047] [/opt/rt3/share/html/Ticket/Display.html:140] [/opt/rt3/share/html/Ticket/Update.html:211] [/opt/rt3/share/html/autohandler:215 Apr 5 18:01:36 thewebshed /kernel: Stack: [/opt/rt3/lib/RT/Sc that is not chopped off either.. thats actually exactly what gets logged. Freebsd btw. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bortzmeyer at nic.fr Tue Apr 5 08:30:57 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Tue, 5 Apr 2005 14:30:57 +0200 Subject: [rt-users] Re: [rtimportldap] "No RT user found. Please consult your RT administrator." In-Reply-To: <20050404153244.89751.qmail@web51906.mail.yahoo.com> References: <20050404153244.89751.qmail@web51906.mail.yahoo.com> Message-ID: <20050405123057.GA29887@nic.fr> On Mon, Apr 04, 2005 at 08:32:43AM -0700, Stanislav Sinyagin wrote a message of 33 lines which said: > I haven't updated nor used this utility since about 3 years, so I'm > afraid I'm of little help here. Try to resolve the problem yourself, Done, we now have a rtimportldap which (seems to) work, in our internal Subversion repository. People who want to resurrect it are welcome to get in touch with me. From mose at ns.cune.edu Tue Apr 5 08:52:29 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Tue, 5 Apr 2005 07:52:29 -0500 (CDT) Subject: [rt-users] Silent Resolve / Quiet Resolve RT 3.4.0 In-Reply-To: <200504052126.j35LQOCU069024@mail.ecominternational.com> Message-ID: On Tue, 5 Apr 2005, Kris wrote: > I am hoping someone can point me in the right direction to enable Silent > Resolve in RT 3.4.0. (send no email to requestor on resolve) Go to Configuration->Global->Scrips and delete the (last?) item for "on resolve notify requestors with template resolved". ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Dances with Wolverines" - unlikley movies From lars at eilebrecht.net Tue Apr 5 09:02:29 2005 From: lars at eilebrecht.net (Lars Eilebrecht) Date: Tue, 5 Apr 2005 15:02:29 +0200 Subject: [rt-users] How to suppress copy of requestor reply going back to requestor? Message-ID: <20050405130229.GE20266@eilebrecht.net> Hi, I'm using the scrip "On Correspond Notify Requestors and Ccs with template Correspondence" in order to have replies/correspondence from the owner (or other admins) to be send to the requestor. However, if the requestor replies, he gets a copy of his reply from RT which confuses some requestors. How can I prevent, i.e., suppress that the requestors receives such a copy for his own replies/correspondence? I only want the requestor to receive correspondence if it was added by the owner of the ticket (or by any other admin via the web interface). ciao... -- Lars Eilebrecht lars at eilebrecht.net From mose at ns.cune.edu Tue Apr 5 09:13:31 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Tue, 5 Apr 2005 08:13:31 -0500 (CDT) Subject: [rt-users] How to suppress copy of requestor reply going back to requestor? In-Reply-To: <20050405130229.GE20266@eilebrecht.net> Message-ID: On Tue, 5 Apr 2005, Lars Eilebrecht wrote: > How can I prevent, i.e., suppress that the requestors receives such > a copy for his own replies/correspondence? rt3/etc/RT_Config.pm # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Refigerator theory - You can only prove that the light is on. You can't prove that the light is off." From Anthony.Meo at btci.com Tue Apr 5 10:22:52 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Tue, 5 Apr 2005 10:22:52 -0400 Subject: [rt-users] New Condition Request Message-ID: I have installed new conditions called On Create external / internal and On Correspond External / Internal from AnyTransaction Source. Anyone have an idea how I can create a Condition (or have one already) On Correspond from Requestor? Anthony Meo -------------- next part -------------- An HTML attachment was scrubbed... URL: From afiglin at pictage.com Tue Apr 5 10:16:34 2005 From: afiglin at pictage.com (Anya Figlin) Date: Tue, 5 Apr 2005 07:16:34 -0700 Subject: [rt-users] RE: Very slow query in RT 3.4.1 In-Reply-To: <20050404182609.3F7AF4D813F@diesel.bestpractical.com> Message-ID: <200504051416.j35EGYoi030636@gw3.pictage.com> we've experienced a similar problem when running large queries on postgresql 7.3. Once we upgraded postgres version to 7.4, the time to run the same large query went down from 50 seconds to 5 seconds! As I was looking through RT-Users digest a couple of days ago, I noticed that one of the developers replied to a slow query question by saying that there was no optimizer in mysql (as far as I recall). If that'd be the case, queries like this one would take forever ... -anya -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: Monday, April 04, 2005 11:26 AM To: rt-users at lists.bestpractical.com Subject: RT-Users Digest, Vol 13, Issue 12 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. Very slow query in RT 3.4.1 (Marc Prud'hommeaux) 2. RE: RT vs ........ (Mai Le) 3. Re: create tickets with multiline text field using the cli! (Jay R. Ashworth) 4. RT 3.2.3 with Oracle (Labonte, Phil) ---------------------------------------------------------------------- Message: 1 Date: Mon, 4 Apr 2005 10:57:43 -0700 From: Marc Prud'hommeaux Subject: [rt-users] Very slow query in RT 3.4.1 To: rt-users at lists.bestpractical.com Message-ID: <8662dd419cfce927a22f3b711160d0c9 at solarmetric.com> Content-Type: text/plain; charset="us-ascii" RT Users- We're using RT 3.4.1 with MySQL 4.0.21 with perl 5.8.6 on Linux (kernel 2.2.20). We recently upgraded from RT 3.0.0 to 3.4.1 in the hopes that it would speed up our ever-slowing-down system. A number aspects of the system did indeed seem to speed up, but replying to a ticket (hitting the "Reply" link from Display.html) has become unbearably slow. Looking in my "mysql-slow.log" log, I see that the main offending query is as follows: SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 WHERE ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = 5) OR ( Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = 43004) ) AND Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 5) ) ORDER BY main.Name ASC; If I manually run the query, it takes around 50 seconds to complete. If I run an EXPLAIN on it, I see: +----------------------+-------- +----------------------------------------------------------------------- ------------------------------+----------+--------- +------------------------------+------- +-----------------------------------------------------------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +----------------------+-------- +----------------------------------------------------------------------- ------------------------------+----------+--------- +------------------------------+------- +-----------------------------------------------------------+ | ACL_2 | range | ACL1,RightName,PrincipalType,ObjectId,ObjectId_2,ObjectType,PrincipalId, PrincipalType_2,RightName_2 | ACL1 | 54 | NULL | 3 | Using where; Using index; Using temporary; Using filesort | | main | ALL | PRIMARY,Users3,Users_id_idx_mwp | NULL | NULL | NULL | 35305 | | | Principals_1 | eq_ref | PRIMARY,Disabled,id | PRIMARY | 4 | main.id | 1 | Using where; Distinct | | CachedGroupMembers_4 | ref | DisGrouMem,GrouMem,MemberId | MemberId | 5 | Principals_1.id | 1 | Using where; Distinct | | Groups_3 | eq_ref | PRIMARY,Groups1,Groups2,Type,Domain,id,Instance,Type_2 | PRIMARY | 4 | CachedGroupMembers_4.GroupId | 1 | Using where; Distinct | +----------------------+-------- +----------------------------------------------------------------------- ------------------------------+----------+--------- +------------------------------+------- +-----------------------------------------------------------+ Does anyone know of any quick fix for this? Creating a new index or something? I've seen a number of people report the problem on the list in the past, but I couldn't find any satisfactory solution. A second question: is the file rt-3.4.1/etc/constraints.mysql meant to be used? It looks like it might contain some useful foreign key and index definitions, but it never appears to be automatically called, and I can't find any reference to the file in any documentation anywhere. Is it experimental, or can it be applied to an existing RT schema? -- Marc Prud'hommeaux SolarMetric Inc. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2108 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20050404/1a79b 9de/smime-0001.bin ------------------------------ Message: 2 Date: Mon, 4 Apr 2005 11:01:40 -0700 From: "Mai Le" Subject: RE: [rt-users] RT vs ........ To: "Atom Powers" , "Christopher Welsh" , "rt-users" Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C020DA9B9 at RWC-EXCHANGE-VS.Niku.com> Content-Type: text/plain; charset="us-ascii" Our organization also just threw out Track-It for the reasons Atom listed below. We did not use the hardware/software audit feature. SMS does the job for us. Track-It also does not an easy way to time-stamp updates to the ticket. When the staff work on a ticket, email is sent manually. All updates have to be cut-and-paste in which is a cumbersome task so many of them skipped this step which brought up problems during SOX auditing. The best feature we got from RT was email notification and the ability to work on the ticket via email. It's much simpler for the users and the staff. We use auto-assigning owner based on queue script to simulate that feature in Track-It. Here is an additional list of feature comparision: Crap about Track-It: - Does not time-stamp changes to the ticket. You can't tell when was the last time the end user update the ticket or the staff update the ticket. Dates can be changed easily by the staff. (ie, closed today but specify that it was closed 2weeks ago) - It's IE-centric !!! - It runs on Windows so it's another MS box to worry about for security Plus for RT: - Multiple users can be part of the ticket (cc or requestors). This is really useful for us especially for approvals. Users make request for some additional access, cc: their manager. The manager then can reply with the approval. In Track-It, the staff would have to manually send out the notification on manager, update that they did send it out. Once the manager approved, the staff would need to copy and paste the reply into the Track-It (SOX requirements). - It integrates well with our Active Directory (we pull name, phone number, office, and department from AD). 1 password for both system (huge plus). People can no longer give excuses that they can't put in a ticket because they forgot their Track-It password. The Staff no longer needs to create the account for helpdesk. They just simply log in the first time to create the account. Account information gets updated automatically whenever it changes under AD. (We have a weekly script that sync the database) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Atom Powers Sent: Monday, April 04, 2005 9:25 AM To: Christopher Welsh; rt-users Subject: RE: [rt-users] RT vs ........ I have recently moved our HelpDesk away from Track-It into RT. Track-It is first and foremost a computer tracking and auditing system. The HelpDesk facilities are half-baked, at best; we used Track-It for three years, and it never got any better. I hated Track-It. - It does not integrate well into email. - Tickets have to be requested and updated from the Track-It interface. - The Track-It client is slow. - Track-It has virtually no ticket-management/escalation ability. - *Nobody* liked to use Track-It, none of our users entered tickets in it and none of the HelpDesk used Track-It to manage tickets. RT has been a huge success and people are actually using it. - It is much easier to enter tickets into RT. - RT can send out notifications via email. - The RT inteface is much easier customize and use. - Ticket tracking, ownership, and escalation are very easy to use. But Track-It has some features that you may find useful. - It has a client that can audit computer hardware and software. - It can associate a ticket with a specific user/system. - It can manage purchases and assign the equipment to a system. We still have Track-It around to audit computers, but as soon as I can replace that capability it's going out the window. I don't know what kind of features you want from Track-It, but I would take a hard look at other options before purchasing it. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher Welsh Sent: Monday, April 04, 2005 4:49 AM To: rt-users Subject: [rt-users] RT vs ........ Hi, Let me first say I am being sincere here with my questions. I simply wish to find reasons to keep RT over Track-IT. It's solid and does a good job. Need your thoughts. I wish to keep RT, unfortunately it seems it's not a case of apple for apples, and my workmate puts together some good points and Track-IT seems feature rich. Mind you that unlike what he says about us putting RT in to get us started was crap. No one in their right mind installs RT on Mandrake linux as a short term stop gap. The way he puts things makes track-it definitely is much more feature rich. From what he says below, Track-it seems to be much more than just a helpdesk. Any points in favour of RT? Anyone usedTrack-IT or know about it? Anything better than these two products? Anyone contract offer setup support for RT? As the prices my workmate found on the Bestpracticle site are beyond our scope Your thoughts? Please note that when I drafted my email to him, I did not know what exactly the product was he was looking at. Begin my original message ------------------------- Over the weekend I enabled the following in RT: 1. Job - Escalation o Jobs are escalated every 24 hours. They are set to highest priority after 4 days (I est 4 days to be when we have resolved most jobs by.) 2. End user - Self service web interface - users can check / add jobs to the queue - requested by Pauld 3. Reminded - via email - sends a list of open/new jobs with priorities to the help desk operator o You are reminded via email about the following: o New jobs from two days of creation o Jobs still open every 7 days Other requests Todo. o Knowledge base - is installed not yet configured. o Add sender's name to his/her job in the "new" jobs list in the queue o Enable Active directory authentication for Self Service web interface. Customisation The system supports overlays, so one can customize any aspect of the helpdesk with little interruption to future upgrades. Nice feature. ie. Someone on the list is working on a wizard interface (rather than standard web interface) for users. Users can use a wizard to guide them though the steps of adding jobs to the helpdesk. Clarification on Friday's meeting In relation to changing helpdesk systems, I'm not sure I explained my view clearly in the meeting, as the thought of replacing the helpdesk came as a surprise, especially after the pressure involved in getting it up and running earlier this year. I'd love to see what this other help desk systems offers, however at this stage, I'm not convinced investing $5,000.00+ for a new helpdesk will offer any significantly better benefits other than some basic features (remote desktop, etc) already offered by Microsoft and others for free. One question raised in the meeting was that of having time to enable helpdesk features in a timely manner. In addition to us looking at this other helpdesk system, I'd like to get costs for commercial support for the existing RT helpdesk system? As the company that offers this product away also offers commercial support. I think there are others too. I'd believe this could be cost effective way of getting all the features we need. Andrew, Can you email me web site of the new helpdesk mentioned in the meeting for assessment. TA Workmates reply to my original email ------------------------------- I do not think that the RT Helpdesk has the ability to cover all aspects of what we require. I think it is a great Free Package. But being free does not mean that it is really free. The reason RT was deployed was because we needed something to start tracking the work load and it has done that job to an extent. It has also enabled us to develop a better understanding of how helpdesk software works, and what we require as an application with time for configuration and maintenance. Here is the cost for installation support from the RT Helpdesk website_ http://www.bestpractical.com_ . As the creator of RT and its related products, we are the most knowledgeable company around when it comes to installing RT and RT-based technologies. o $2000 for up to six hours of installation and installation-related troubleshooting. o Installation support does not include configuration over and above the defaults recommended by Best Practical. o If we believe installation will take more than six hours, we will attempt to notify you immediately so you can decide whether we should continue for an additional charge. We also offer customized support packages designed to meet specific customers' needs. Academic discounts are available. And here is the Application support (I am not sure what currency that this is in I would guess it is in US dollars) *Bronze Level Support ($1,500 per quarter, $6,000 per year)* For companies processing less than 1,000 tickets per quarter in one ticket database. o Best Practical will respond to four separate incident support requests per quarter. o Best Practical will use reasonable efforts to respond to incident support requests within one business day of receipt of request. o Support requests come via e-mail, sent by your company's designated customer representative. o _Installation support _ is not included. o Additional support (e.g. for additional ticket databases) available at $200 per hour for a minimum of four hours. I suppose that you could look at it like the difference between Cisco and Alloy networking products, RT Helpdesk is like an Alloy switch that will do the job but not have all the bells and whistles of the Cisco Helpdesk like the Pacen Track-It helpdesk system. The commercial products offer significantly greater amount of benefits not only remote desktop support as can be seen by there brief descriptions below. From reading the full feature list of RT it does not come close to being able to compete with either of these helpdesk management products. I received an email from ManageEngine_ http://manageengine.adventnet.com/products/service-desk/helpdesk-screens .html _ Some of the features of this HelpDesk are: Self-Service Portal, Knowledge Base, Service Level Agreement to keep track of warranty Ends, HelpDesk Reports, Integrated NMS (Auto ticket generation on failure of network devices or applications monitored by OpManager. Centralized tracking of all network failure related tickets which is very helpful during auditing. Timely notice ability and rectification of network failures which results in maximum uptime of all your network devices and applications. ) Hardware and Software Inventory, Software Licence Tracking, Purchase Order Tracking, Contract Management, Inventory Reports,. Another one probably the best I have come across is this one from Intuit_ http://www.pacen.com.au/trackit/trackit.htm_ Some of the Features of this one Intuit(r) Track-It!(r) 6.5 Enterprise Edition A perfect solution for IT departments with three or more technicians who manage and support thousands or more assets and large numbers of end users at multiple locations. Edition, Enterprise Edition adds advanced help desk and asset management capabilities. Advanced asset management features allow customers to leverage their existing IT infrastructure - including databases, servers and Microsoft Active Directory. The Add-On Modules Intuit(r) Track-It!(r) Alert Provide technicians with notification and escalation capabilities using pager and email. Intuit(r) Track-It!(r) Audit Collect detailed hardware and software information from Windows(r) 9x, NT, 2000 and XP systems. Intuit(r) Track-It!(r) Audit Plus Manage and initiate auditing from a central console for added flexibility Intuit(r) Track-It!(r) Deploy Install and update software on every local, mobile and remote PC, laptop or server across your entire organization - without leaving your PC. Intuit(r) Track-It!(r) KnowledgeBase Boost first-level help desk technician productivity by giving them instant access to thousands of problems/resolutions to leading applications including Microsoft(r), Netscape(r), Novell(r), Lotus(r), Adobe(r), Symantec(r) and more. Intuit(r) Track-It!(r) Mac Audit Collect detailed hardware and software information from Apple(r) Macintosh(r) 8.x and OS X to 10.x computers on your network. Intuit(r) Track-It!(r) Receive Captures emails from applications, network management tools and end users, and automatically converts them to work orders. Additionally, users can check the status of their work orders and add additional information. Intuit(r) Track-It!(r) Remote Provide technicians with the ability to remotely control PCs from within Intuit Track-It!, including bi-directional file transfers and chat sessions. Intuit(r) Track-It!(r) Sync Enable technicians to create, edit and close work orders remotely with handheld computers that support synchronization with Microsoft(r) Outlook(r) 2000 and 2002. Intuit(r) Track-It!(r) Self Service Give users the ability to submit work orders including attachments , view status of their work orders and messages from help desk staff, search Intuit Track-It! Solutions for self help, and perform an audit on their PC. Intuit(r) Track-It!(r) Self Service Plus Add your own problem/solution entries to the database and allow end-users to search for solutions in freeform style. Intuit(r) Track-It!(r) Technician Web Give technicians seamless access to Intuit Track-It! from a browser. Intuit Track-It! Remote users can take remote control of PCs using a browser. I have emailed the local suppliers to get back to me with a quote and also requested a 3 Month Trial Key for the software. So as we can test the software. End Workmates comments ------------------------------- Sincerely, Chris W _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. ------------------------------ Message: 3 Date: Mon, 4 Apr 2005 14:19:50 -0400 From: "Jay R. Ashworth" Subject: Re: [rt-users] create tickets with multiline text field using the cli! To: "rt-users at lists.fsck.com" Message-ID: <20050404141950.A3877 at cgi.jachomes.com> Content-Type: text/plain; charset=us-ascii On Mon, Apr 04, 2005 at 06:26:28PM +0200, Sven Sternberger wrote: > but I answered the questions in the first mail ;-) In my my original > posting I wrote: > >>I think I tried everything (quoting,htmltags,singlequote) > > so when I write quote I mean all quoting include \ > and \\ and '' and "" and stuff like  or just
> (I think I wrote this in the second mail, too) And yet, what you did not answer was... > >>Why don't you try actually answering said questions, and we'll see if > >>we can help you. > ah yes, STDIN, that don't work in the CLI there are fields where > you have to enter values like >> TEXT="huhu" <<, and there is no "-" > mechanism. *Is* there no "-" mechanism? [ checks online help ] I think you might want to look at the -i option, before giving up. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me ------------------------------ Message: 4 Date: Mon, 4 Apr 2005 14:26:01 -0400 From: "Labonte, Phil" Subject: [rt-users] RT 3.2.3 with Oracle To: Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE98 at torex1.tcore.com> Content-Type: text/plain; charset="us-ascii" Is there a how to, or step by step to get RT 3.2.3 to work with Oracle? Phil ------------------------------ _______________________________________________ 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 13, Issue 12 **************************************** From lars at eilebrecht.net Tue Apr 5 11:09:06 2005 From: lars at eilebrecht.net (Lars Eilebrecht) Date: Tue, 5 Apr 2005 17:09:06 +0200 Subject: [rt-users] How to suppress copy of requestor reply going back to requestor? In-Reply-To: References: <20050405130229.GE20266@eilebrecht.net> Message-ID: <20050405150906.GJ20266@eilebrecht.net> According to Russell: > # By default, RT doesn't notify the person who performs an update, as they > # already know what they've done. If you'd like to change this behaviour, > # Set $NotifyActor to 1 > > Set($NotifyActor, 0); Well, this works, but also results in the owner of a ticket not receiving correspondence added by himself. What I'm trying to configure is this: - on correspond from requestor -> notify ticket owner - on correspond from owner (or other admin) -> notify ticket owner and requestor I added the script "On Transaction Notify Owner with template Transaction", but that doesn't seem to help if $NotifyActor is disabled. ciao... -- Lars Eilebrecht lars at eilebrecht.net From ennis at mail.twcgb.net Tue Apr 5 12:25:35 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Tue, 5 Apr 2005 11:25:35 -0500 (CDT) Subject: [rt-users] How to mail to a specific address after approval of a ticket request Message-ID: <200504051625.j35GPZ102119@mail.twcgb.net> Dear RT Users: Thanks for the help with my previous questions, I've got another one for you: I have approvals setup for a certain queue, when tickets go to the datacenterapprovals queue they are either approved or disapproved by the data center management team. If they are approved I would like an email automagically sent to a certain address, say ennis at mail.twcgb.net. I've tried for two days and cannot get this to work. I know I can have the managers manually enter the email address while they are approving the ticket; but I would like them to not have to manually do this and instead have RT automagically send the approval email to this certain email address. I have the following Template set up for data center approvals: NAME: OnApprovalResolutionEmailCC DESCRIPTION: CC group if outage is approved CONTENT: ===NotifyAsComment: Data Center Outage Approved Subject: Data Center Outage Approved Depended-On-By: TOP Refers-To: TOP Queue: DataCenterApprovals Type: approval Cc: ennis at mail.twcgb.net <<<<<<+++++++++++ This is who I want to cc, but cannot! Content-Type: text/plain Owner: scott Status: resolved Content: Approval is granted for ticket number: {$Tickets{"TOP"}->Id} This ticket pertains to the subject: {$Tickets{"TOP"}->Subject} I need to put in the basics of the ticket here!!!!!!!!!!!!!!!!!!!!! Thank you, Mr. Scott C. Saunders Directory, Digital Technology Time Warner Cable Green Bay Division TECH # 1 ENDOFCONTENT I also have the following script setup: DESCRIPTION: Data Center Notify Group CONDITION: On Resolve ACTION: Notify Other Recipiants TEMPLATE: OnApprovalResolutionEMailCC STAGE: TransactionCreate I've tried lots of combinations of settings, but I cannot get a message sent out upon approval of a ticket. Would anyone be able to help me out here? Thank you, Ennis McCaffrey Time Warner Cable Digital Network Engineer 1001 West Kennedy Avenue PO Box 145 Kimberly, WI 54136 (920) 831-9220 Office (920) 378-0416 Cell Ennis at Mail.TWCGB.NET From Anthony.Meo at btci.com Tue Apr 5 12:55:40 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Tue, 5 Apr 2005 12:55:40 -0400 Subject: [rt-users] Correspond on Resolve action. Message-ID: Anyone have any ideas on how we can use the resolve action in the web interface as both the action of resolving and the correspondence that we want to send. Essentially, I want to make the resolve action function as a final communication with the customer and a status notification. A special template would be used, basically a combination of the correspond and resolve templates. Thanks, -Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From APowers at PyramidBrew.com Tue Apr 5 12:58:58 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Tue, 5 Apr 2005 09:58:58 -0700 Subject: [rt-users] RT vs ........ Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FA@mercury0.pyramidbrew.com> Does, or will, AT have the ability to audit computers? I'm thinking of an SNMP plug-in or client-side app that record the CPU type, Memory, computer name, etc. and put it into the database. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman Sent: Monday, April 04, 2005 6:19 AM To: Christopher Welsh Cc: rt-users Subject: Re: [rt-users] RT vs ........ AssetTracker, an add-on to RT for tracking hardware (and software if desired) is just about to be released in version 1.0. A demo site is available at: http://rt.chaka.net/ Username: guest Password: guest -Todd http://atwiki.chaka.net/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From APowers at PyramidBrew.com Tue Apr 5 13:01:44 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Tue, 5 Apr 2005 10:01:44 -0700 Subject: [rt-users] Correspond on Resolve action. Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FB@mercury0.pyramidbrew.com> That's a good idea. I just added this to the bottom of my "On Resolve" template: {$Transaction->Content()} Didn't test it though. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Meo, Anthony Sent: Tuesday, April 05, 2005 9:56 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Correspond on Resolve action. Anyone have any ideas on how we can use the resolve action in the web interface as both the action of resolving and the correspondence that we want to send. Essentially, I want to make the resolve action function as a final communication with the customer and a status notification. A special template would be used, basically a combination of the correspond and resolve templates. Thanks, -Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikep at uclink.berkeley.edu Tue Apr 5 13:06:14 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 05 Apr 2005 10:06:14 -0700 Subject: [rt-users] httpd.conf for debian In-Reply-To: <424C83A7.6030509@uclink.berkeley.edu> References: <0a0901c53645$affc7b90$52c593c3@tiger> <20050331172112.GD25509@chaka.net> <005d01c53640$fbd93490$52c593c3@tiger> <424C83A7.6030509@uclink.berkeley.edu> Message-ID: <4252C586.3060405@uclink.berkeley.edu> I've been running RT on FreeBSD for awhile now and I want to give it a try on Debian. I'm trying it out on Debian Sarge (testing) using the request-tracker3.4 package installed with apt-get (with apache1.x, mod_perl, and mysql from debian testing packages). I'm attempting to follow the instructions in this file: /etc/request-tracker3.4/apache-modperl.conf That file instructs me to enable the Apache modules: perl, actions, rewrite in my httpd.conf I enabled rewrite with this command. I'm not sure about "perl" and "actions" because the sytax is different then I'm used to. RewriteEngine on Any suggestions/examples on how people enable those processes for Debian package based install? Thanks, Mike From Anthony.Meo at btci.com Tue Apr 5 13:05:00 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Tue, 5 Apr 2005 13:05:00 -0400 Subject: [rt-users] Correspond on Resolve action. Message-ID: Not sure if that is the best way to go about it. The reason I say this is that When corresponding with the customer, the transaction is always recorded as a Correspondence (Reply). When resolving, the transaction is a comment. By general RT rules, comments do not get sent to the Customers. I understand this can be easy coded around but personally I feel it is a good practice to maintain. By never breaking that rule, you don't run the risk of having internal (potentially bad) comments reaching your customers. So, with that said, are there any ideas here how to use the resolve transaction as a reply instead of a comment (without sending 2 emails). But so I can build a scrip around it. Thanks, -Anthony ________________________________ From: Atom Powers [mailto:APowers at PyramidBrew.com] Sent: Tuesday, April 05, 2005 1:02 PM To: Meo, Anthony; RT-Users at lists.bestpractical.com Subject: RE: [rt-users] Correspond on Resolve action. That's a good idea. I just added this to the bottom of my "On Resolve" template: {$Transaction->Content()} Didn't test it though. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Meo, Anthony Sent: Tuesday, April 05, 2005 9:56 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Correspond on Resolve action. Anyone have any ideas on how we can use the resolve action in the web interface as both the action of resolving and the correspondence that we want to send. Essentially, I want to make the resolve action function as a final communication with the customer and a status notification. A special template would be used, basically a combination of the correspond and resolve templates. Thanks, -Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From APowers at PyramidBrew.com Tue Apr 5 13:15:43 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Tue, 5 Apr 2005 10:15:43 -0700 Subject: [rt-users] Correspond on Resolve action. Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FC@mercury0.pyramidbrew.com> When I resolve a ticket (RT 3.2.2) I have a drop-down for "Ticket Type" which can be either "Comment" or "Reply to Requestors". ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 ________________________________ From: Meo, Anthony [mailto:Anthony.Meo at btci.com] Sent: Tuesday, April 05, 2005 10:05 AM To: Atom Powers; RT-Users at lists.bestpractical.com Subject: RE: [rt-users] Correspond on Resolve action. Not sure if that is the best way to go about it. The reason I say this is that When corresponding with the customer, the transaction is always recorded as a Correspondence (Reply). When resolving, the transaction is a comment. By general RT rules, comments do not get sent to the Customers. I understand this can be easy coded around but personally I feel it is a good practice to maintain. By never breaking that rule, you don't run the risk of having internal (potentially bad) comments reaching your customers. So, with that said, are there any ideas here how to use the resolve transaction as a reply instead of a comment (without sending 2 emails). But so I can build a scrip around it. Thanks, -Anthony ________________________________ From: Atom Powers [mailto:APowers at PyramidBrew.com] Sent: Tuesday, April 05, 2005 1:02 PM To: Meo, Anthony; RT-Users at lists.bestpractical.com Subject: RE: [rt-users] Correspond on Resolve action. That's a good idea. I just added this to the bottom of my "On Resolve" template: {$Transaction->Content()} Didn't test it though. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Meo, Anthony Sent: Tuesday, April 05, 2005 9:56 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Correspond on Resolve action. Anyone have any ideas on how we can use the resolve action in the web interface as both the action of resolving and the correspondence that we want to send. Essentially, I want to make the resolve action function as a final communication with the customer and a status notification. A special template would be used, basically a combination of the correspond and resolve templates. Thanks, -Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Tue Apr 5 13:15:48 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 5 Apr 2005 13:15:48 -0400 Subject: [rt-users] RT vs ........ In-Reply-To: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FA@mercury0.pyramidbrew.com> References: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FA@mercury0.pyramidbrew.com> Message-ID: <20050405171548.GO19698@chaka.net> On Tue, Apr 05, 2005 at 09:58:58AM -0700, Atom Powers wrote: > > Does, or will, AT have the ability to audit computers? I'm thinking of an > SNMP plug-in or client-side app that record the CPU type, Memory, computer > name, etc. and put it into the database. > > As we speak I am working on an Atom API for AT. That means there will eventually be a client side Perl library and command line tool for AT. We will use this so our Unix/Windows systems can update some of their info in AT automatically. -Todd From steve at n2sw.com Tue Apr 5 13:10:34 2005 From: steve at n2sw.com (steve Rieger) Date: Tue, 5 Apr 2005 13:10:34 -0400 Subject: [rt-users] RT vs ........ In-Reply-To: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FA@mercury0.pyramidbrew.com> References: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FA@mercury0.pyramidbrew.com> Message-ID: once the AT addon is out i will attempt to go about this in a different way. as stated previously i am working on a front end for rt, and i expect to have it in beta by may 15 (yup i am a bit slow) once its out there and AT is released i am planing on adding the ability for users to add their own hardware to the AT tables. in my opinion it would be pretty easy to add a snmp to mysql script for auto collection of hardware stats, but that also means that you will need a large amount of MIB's as cisco and hp hardware have diferent oid's for its devices. i use netdisco for network d On Apr 5, 2005, at 12:58 PM, Atom Powers wrote: > > Does, or will, AT have the ability to audit computers? I'm thinking of > an > SNMP plug-in or client-side app that record the CPU type, Memory, > computer > name, etc. and put it into the database. > > > ---- > Perfection is just a word I use occasionally with mustard. > > Atom Powers > Systems Administrator > Pyramid Breweries Inc. > 206.682.8322 x251 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd > Chapman > Sent: Monday, April 04, 2005 6:19 AM > To: Christopher Welsh > Cc: rt-users > Subject: Re: [rt-users] RT vs ........ > > AssetTracker, an add-on to RT for tracking hardware (and software if > desired) > is just about to be released in version 1.0. A demo site is available > at: > > http://rt.chaka.net/ > > Username: guest > Password: guest > > -Todd > > http://atwiki.chaka.net/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Steve Rieger (212) 804-1131 (Work) (646) 335-8915 (Cell) chozrim (aim) From marc at solarmetric.com Tue Apr 5 15:07:26 2005 From: marc at solarmetric.com (Marc Prud'hommeaux) Date: Tue, 5 Apr 2005 12:07:26 -0700 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <8662dd419cfce927a22f3b711160d0c9@solarmetric.com> References: <8662dd419cfce927a22f3b711160d0c9@solarmetric.com> Message-ID: <164c4fe26e5f03cda82aea42fe2524af@solarmetric.com> That's what I was afraid of. Short up switching from MySQL to PostgreSQL or upgrading to MySQL 4.1, can anyone recommend anything at all that might help with the search? Would trying to trim the size of the Principals or Groups tables help (they have 200,000+ rows in each, due primarily to the large amount of spam we receive via support)? Has anyone had any luck with making any indexes that would help with that query, or is it just doomed to always be slow for MySQL? Sadly, MySQL's query cache doesn't help with it either, since the query contains a ticket-specific key in the WHERE clause. We're desperate to solve this. We'll need to downgrade to 3.0.0 if we can't fix the slow page loading time. On Apr 5, 2005, at 10:16 AM, Anya Figlin wrote: > we've experienced a similar problem when running large queries on > postgresql 7.3. Once we upgraded postgres version to 7.4, the time to > run > the same large query went down from 50 seconds to 5 seconds! > As I was looking through RT-Users digest a couple of days ago, I > noticed > that one of the developers replied to a slow query question by saying > that > there was no optimizer in mysql (as far as I recall). If that'd be the > case, queries like this one would take forever ... > > -anya > > On Apr 4, 2005, at 10:57 AM, Marc Prud'hommeaux wrote: > >> RT Users- >> >> We're using RT 3.4.1 with MySQL 4.0.21 with perl 5.8.6 on Linux >> (kernel 2.2.20). >> >> We recently upgraded from RT 3.0.0 to 3.4.1 in the hopes that it >> would speed up our ever-slowing-down system. A number aspects of the >> system did indeed seem to speed up, but replying to a ticket (hitting >> the "Reply" link from Display.html) has become unbearably slow. >> Looking in my "mysql-slow.log" log, I see that the main offending >> query is as follows: >> >> SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL >> ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 >> WHERE ((ACL_2.RightName = 'OwnTicket')) AND >> ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id >> = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = >> '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) >> AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = >> Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain >> = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR >> Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain = >> 'RT::Queue-Role' AND Groups_3.Instance = 5) OR ( Groups_3.Domain = >> 'RT::Ticket-Role' AND Groups_3.Instance = 43004) ) AND >> Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = >> 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = >> 5) ) ORDER BY main.Name ASC; >> >> If I manually run the query, it takes around 50 seconds to complete. >> If I run an EXPLAIN on it, I see: >> >> +----------------------+-------- >> +--------------------------------------------------------------------- >> --------------------------------+----------+--------- >> +------------------------------+------- >> +-----------------------------------------------------------+ >> | table | type | possible_keys >> | key >> | key_len | ref | rows | Extra >> | >> +----------------------+-------- >> +--------------------------------------------------------------------- >> --------------------------------+----------+--------- >> +------------------------------+------- >> +-----------------------------------------------------------+ >> | ACL_2 | range | >> ACL1,RightName,PrincipalType,ObjectId,ObjectId_2,ObjectType,PrincipalI >> d,PrincipalType_2,RightName_2 | ACL1 | 54 | NULL >> | 3 | Using where; Using index; Using temporary; >> Using filesort | >> | main | ALL | PRIMARY,Users3,Users_id_idx_mwp >> | >> NULL | NULL | NULL | 35305 | >> | >> | Principals_1 | eq_ref | PRIMARY,Disabled,id >> | >> PRIMARY | 4 | main.id | 1 | Using >> where; Distinct | >> | CachedGroupMembers_4 | ref | DisGrouMem,GrouMem,MemberId >> | >> MemberId | 5 | Principals_1.id | 1 | Using >> where; Distinct | >> | Groups_3 | eq_ref | >> PRIMARY,Groups1,Groups2,Type,Domain,id,Instance,Type_2 >> | PRIMARY | 4 | >> CachedGroupMembers_4.GroupId | 1 | Using where; Distinct >> | >> +----------------------+-------- >> +--------------------------------------------------------------------- >> --------------------------------+----------+--------- >> +------------------------------+------- >> +-----------------------------------------------------------+ >> >> >> Does anyone know of any quick fix for this? Creating a new index or >> something? I've seen a number of people report the problem on the >> list in the past, but I couldn't find any satisfactory solution. >> >> >> A second question: is the file rt-3.4.1/etc/constraints.mysql meant >> to be used? It looks like it might contain some useful foreign key >> and index definitions, but it never appears to be automatically >> called, and I can't find any reference to the file in any >> documentation anywhere. Is it experimental, or can it be applied to >> an existing RT schema? >> >> -- >> Marc Prud'hommeaux >> SolarMetric Inc. -- Marc Prud'hommeaux SolarMetric Inc. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2108 bytes Desc: not available URL: From rkagan at yorku.ca Tue Apr 5 15:11:29 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Tue, 5 Apr 2005 15:11:29 -0400 (EDT) Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <164c4fe26e5f03cda82aea42fe2524af@solarmetric.com> References: <8662dd419cfce927a22f3b711160d0c9@solarmetric.com> <164c4fe26e5f03cda82aea42fe2524af@solarmetric.com> Message-ID: any reason you don't want to upgrade to mysql 4.1. I've been running 4.1 for about 6 months now and have been very happy with the results. Seems to me that if you're upgrading RT, upgrading mysql at the same time seems logical (how often to you get to do an upgrade anyways?). Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Tue, 5 Apr 2005, Marc Prud'hommeaux wrote: > > That's what I was afraid of. Short up switching from MySQL to > PostgreSQL or upgrading to MySQL 4.1, can anyone recommend anything at > all that might help with the search? Would trying to trim the size of > the Principals or Groups tables help (they have 200,000+ rows in each, > due primarily to the large amount of spam we receive via support)? > > Has anyone had any luck with making any indexes that would help with > that query, or is it just doomed to always be slow for MySQL? Sadly, > MySQL's query cache doesn't help with it either, since the query > contains a ticket-specific key in the WHERE clause. > > We're desperate to solve this. We'll need to downgrade to 3.0.0 if we > can't fix the slow page loading time. > > > > On Apr 5, 2005, at 10:16 AM, Anya Figlin wrote: > > > we've experienced a similar problem when running large queries on > > postgresql 7.3. Once we upgraded postgres version to 7.4, the time to > > run > > the same large query went down from 50 seconds to 5 seconds! > > As I was looking through RT-Users digest a couple of days ago, I > > noticed > > that one of the developers replied to a slow query question by saying > > that > > there was no optimizer in mysql (as far as I recall). If that'd be the > > case, queries like this one would take forever ... > > > > -anya > > > > On Apr 4, 2005, at 10:57 AM, Marc Prud'hommeaux wrote: > > > >> RT Users- > >> > >> We're using RT 3.4.1 with MySQL 4.0.21 with perl 5.8.6 on Linux > >> (kernel 2.2.20). > >> > >> We recently upgraded from RT 3.0.0 to 3.4.1 in the hopes that it > >> would speed up our ever-slowing-down system. A number aspects of the > >> system did indeed seem to speed up, but replying to a ticket (hitting > >> the "Reply" link from Display.html) has become unbearably slow. > >> Looking in my "mysql-slow.log" log, I see that the main offending > >> query is as follows: > >> > >> SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL > >> ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 > >> WHERE ((ACL_2.RightName = 'OwnTicket')) AND > >> ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id > >> = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = > >> '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) > >> AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = > >> Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain > >> = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR > >> Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain = > >> 'RT::Queue-Role' AND Groups_3.Instance = 5) OR ( Groups_3.Domain = > >> 'RT::Ticket-Role' AND Groups_3.Instance = 43004) ) AND > >> Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = > >> 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = > >> 5) ) ORDER BY main.Name ASC; > >> > >> If I manually run the query, it takes around 50 seconds to complete. > >> If I run an EXPLAIN on it, I see: > >> > >> +----------------------+-------- > >> +--------------------------------------------------------------------- > >> --------------------------------+----------+--------- > >> +------------------------------+------- > >> +-----------------------------------------------------------+ > >> | table | type | possible_keys > >> | key > >> | key_len | ref | rows | Extra > >> | > >> +----------------------+-------- > >> +--------------------------------------------------------------------- > >> --------------------------------+----------+--------- > >> +------------------------------+------- > >> +-----------------------------------------------------------+ > >> | ACL_2 | range | > >> ACL1,RightName,PrincipalType,ObjectId,ObjectId_2,ObjectType,PrincipalI > >> d,PrincipalType_2,RightName_2 | ACL1 | 54 | NULL > >> | 3 | Using where; Using index; Using temporary; > >> Using filesort | > >> | main | ALL | PRIMARY,Users3,Users_id_idx_mwp > >> | > >> NULL | NULL | NULL | 35305 | > >> | > >> | Principals_1 | eq_ref | PRIMARY,Disabled,id > >> | > >> PRIMARY | 4 | main.id | 1 | Using > >> where; Distinct | > >> | CachedGroupMembers_4 | ref | DisGrouMem,GrouMem,MemberId > >> | > >> MemberId | 5 | Principals_1.id | 1 | Using > >> where; Distinct | > >> | Groups_3 | eq_ref | > >> PRIMARY,Groups1,Groups2,Type,Domain,id,Instance,Type_2 > >> | PRIMARY | 4 | > >> CachedGroupMembers_4.GroupId | 1 | Using where; Distinct > >> | > >> +----------------------+-------- > >> +--------------------------------------------------------------------- > >> --------------------------------+----------+--------- > >> +------------------------------+------- > >> +-----------------------------------------------------------+ > >> > >> > >> Does anyone know of any quick fix for this? Creating a new index or > >> something? I've seen a number of people report the problem on the > >> list in the past, but I couldn't find any satisfactory solution. > >> > >> > >> A second question: is the file rt-3.4.1/etc/constraints.mysql meant > >> to be used? It looks like it might contain some useful foreign key > >> and index definitions, but it never appears to be automatically > >> called, and I can't find any reference to the file in any > >> documentation anywhere. Is it experimental, or can it be applied to > >> an existing RT schema? > >> > >> -- > >> Marc Prud'hommeaux > >> SolarMetric Inc. > > > -- > Marc Prud'hommeaux > SolarMetric Inc. > > From marc at solarmetric.com Tue Apr 5 15:24:48 2005 From: marc at solarmetric.com (Marc Prud'hommeaux) Date: Tue, 5 Apr 2005 12:24:48 -0700 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: References: <8662dd419cfce927a22f3b711160d0c9@solarmetric.com> <164c4fe26e5f03cda82aea42fe2524af@solarmetric.com> Message-ID: <41b3937a3ff551dd1edf85f2052af735@solarmetric.com> Ramon & all- Is there reason to believe that MySQL 4.1 would do any better than 4.0 with the query? Have other people solved this problem by upgrading? I'm a bit frightened by the menacing 4.1 release notes that discuss how difficult it is to roll back to 4.0, so I'd rather not attempt it unless people are confident that 4.1 will solve this problem. On Apr 5, 2005, at 12:11 PM, Ramon Kagan wrote: > any reason you don't want to upgrade to mysql 4.1. I've been running > 4.1 > for about 6 months now and have been very happy with the results. > > Seems to me that if you're upgrading RT, upgrading mysql at the same > time > seems logical (how often to you get to do an upgrade anyways?). > > > Ramon Kagan > York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 > rkagan at yorku.ca > > ----------------------------------- > ------------------------------------ > I have not failed. I have just I don't know the secret to > success, > found 10,000 ways that don't work. but the secret to failure is > trying to please everybody. > - Thomas Edison - Bill Cosby > ----------------------------------- > ------------------------------------ > > On Tue, 5 Apr 2005, Marc Prud'hommeaux wrote: > >> >> That's what I was afraid of. Short up switching from MySQL to >> PostgreSQL or upgrading to MySQL 4.1, can anyone recommend anything at >> all that might help with the search? Would trying to trim the size of >> the Principals or Groups tables help (they have 200,000+ rows in each, >> due primarily to the large amount of spam we receive via support)? >> >> Has anyone had any luck with making any indexes that would help with >> that query, or is it just doomed to always be slow for MySQL? Sadly, >> MySQL's query cache doesn't help with it either, since the query >> contains a ticket-specific key in the WHERE clause. >> >> We're desperate to solve this. We'll need to downgrade to 3.0.0 if we >> can't fix the slow page loading time. >> >> >> >> On Apr 5, 2005, at 10:16 AM, Anya Figlin wrote: >> >>> we've experienced a similar problem when running large queries on >>> postgresql 7.3. Once we upgraded postgres version to 7.4, the time >>> to >>> run >>> the same large query went down from 50 seconds to 5 seconds! >>> As I was looking through RT-Users digest a couple of days ago, I >>> noticed >>> that one of the developers replied to a slow query question by saying >>> that >>> there was no optimizer in mysql (as far as I recall). If that'd be >>> the >>> case, queries like this one would take forever ... >>> >>> -anya >>> >>> On Apr 4, 2005, at 10:57 AM, Marc Prud'hommeaux wrote: >>> >>>> RT Users- >>>> >>>> We're using RT 3.4.1 with MySQL 4.0.21 with perl 5.8.6 on Linux >>>> (kernel 2.2.20). >>>> >>>> We recently upgraded from RT 3.0.0 to 3.4.1 in the hopes that it >>>> would speed up our ever-slowing-down system. A number aspects of the >>>> system did indeed seem to speed up, but replying to a ticket >>>> (hitting >>>> the "Reply" link from Display.html) has become unbearably slow. >>>> Looking in my "mysql-slow.log" log, I see that the main offending >>>> query is as follows: >>>> >>>> SELECT DISTINCT main.* FROM Users main , Principals Principals_1, >>>> ACL >>>> ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 >>>> WHERE ((ACL_2.RightName = 'OwnTicket')) AND >>>> ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND >>>> ((Groups_3.id >>>> = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = >>>> '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) >>>> AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = >>>> Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( >>>> Groups_3.Domain >>>> = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR >>>> Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain = >>>> 'RT::Queue-Role' AND Groups_3.Instance = 5) OR ( Groups_3.Domain = >>>> 'RT::Ticket-Role' AND Groups_3.Instance = 43004) ) AND >>>> Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = >>>> 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId >>>> = >>>> 5) ) ORDER BY main.Name ASC; >>>> >>>> If I manually run the query, it takes around 50 seconds to complete. >>>> If I run an EXPLAIN on it, I see: >>>> >>>> +----------------------+-------- >>>> +------------------------------------------------------------------- >>>> -- >>>> --------------------------------+----------+--------- >>>> +------------------------------+------- >>>> +-----------------------------------------------------------+ >>>> | table | type | possible_keys >>>> | >>>> key >>>> | key_len | ref | rows | Extra >>>> | >>>> +----------------------+-------- >>>> +------------------------------------------------------------------- >>>> -- >>>> --------------------------------+----------+--------- >>>> +------------------------------+------- >>>> +-----------------------------------------------------------+ >>>> | ACL_2 | range | >>>> ACL1,RightName,PrincipalType,ObjectId,ObjectId_2,ObjectType,Principa >>>> lI >>>> d,PrincipalType_2,RightName_2 | ACL1 | 54 | NULL >>>> | 3 | Using where; Using index; Using temporary; >>>> Using filesort | >>>> | main | ALL | PRIMARY,Users3,Users_id_idx_mwp >>>> | >>>> NULL | NULL | NULL | 35305 | >>>> | >>>> | Principals_1 | eq_ref | PRIMARY,Disabled,id >>>> | >>>> PRIMARY | 4 | main.id | 1 | Using >>>> where; Distinct | >>>> | CachedGroupMembers_4 | ref | DisGrouMem,GrouMem,MemberId >>>> | >>>> MemberId | 5 | Principals_1.id | 1 | Using >>>> where; Distinct | >>>> | Groups_3 | eq_ref | >>>> PRIMARY,Groups1,Groups2,Type,Domain,id,Instance,Type_2 >>>> | PRIMARY | 4 | >>>> CachedGroupMembers_4.GroupId | 1 | Using where; Distinct >>>> | >>>> +----------------------+-------- >>>> +------------------------------------------------------------------- >>>> -- >>>> --------------------------------+----------+--------- >>>> +------------------------------+------- >>>> +-----------------------------------------------------------+ >>>> >>>> >>>> Does anyone know of any quick fix for this? Creating a new index or >>>> something? I've seen a number of people report the problem on the >>>> list in the past, but I couldn't find any satisfactory solution. >>>> >>>> >>>> A second question: is the file rt-3.4.1/etc/constraints.mysql meant >>>> to be used? It looks like it might contain some useful foreign key >>>> and index definitions, but it never appears to be automatically >>>> called, and I can't find any reference to the file in any >>>> documentation anywhere. Is it experimental, or can it be applied to >>>> an existing RT schema? >>>> >>>> -- >>>> Marc Prud'hommeaux >>>> SolarMetric Inc. >> >> >> -- >> Marc Prud'hommeaux >> SolarMetric Inc. >> >> >> -- Marc Prud'hommeaux SolarMetric Inc. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2108 bytes Desc: not available URL: From jra at baylink.com Tue Apr 5 15:50:55 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 5 Apr 2005 15:50:55 -0400 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <164c4fe26e5f03cda82aea42fe2524af@solarmetric.com>; from Marc Prud'hommeaux on Tue, Apr 05, 2005 at 12:07:26PM -0700 References: <8662dd419cfce927a22f3b711160d0c9@solarmetric.com> <164c4fe26e5f03cda82aea42fe2524af@solarmetric.com> Message-ID: <20050405155055.B15135@cgi.jachomes.com> On Tue, Apr 05, 2005 at 12:07:26PM -0700, Marc Prud'hommeaux wrote: > That's what I was afraid of. Short up switching from MySQL to > PostgreSQL or upgrading to MySQL 4.1, can anyone recommend anything at > all that might help with the search? Would trying to trim the size of > the Principals or Groups tables help (they have 200,000+ rows in each, > due primarily to the large amount of spam we receive via support)? With all due respect, please allow me to suggest that your best investment of time and effort may be to go hard-core on despamming those mailboxes...? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From tearl at cacdhh.org Tue Apr 5 16:06:15 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Tue, 05 Apr 2005 16:06:15 -0400 Subject: [rt-users] Priority & Escation Message-ID: <1112731575.3508.47.camel@linux.cacdhh.org> Greetings to all, I got the rt-escalate script working with no problems, but I'm wondering if there is someway to make a ticket that is over due or reaching its due date to stand out, maybe high light it in red or something... I'm running RT 3.4.0 on FC2... Please let me know and Thanks! Tom From tsuter at cait.org Tue Apr 5 15:33:14 2005 From: tsuter at cait.org (Tim Suter) Date: Tue, 05 Apr 2005 14:33:14 -0500 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <41b3937a3ff551dd1edf85f2052af735@solarmetric.com> References: <8662dd419cfce927a22f3b711160d0c9@solarmetric.com> <164c4fe26e5f03cda82aea42fe2524af@solarmetric.com> <41b3937a3ff551dd1edf85f2052af735@solarmetric.com> Message-ID: <1112729594.24542.3.camel@localhost.localdomain> You all might want to check out this before you do any upgrading or downgrading...speaks of memory and swap management....could be what's ailing you. http://www.ale.org/archive/ale/ale-2001-09/msg00165.html On Tue, 2005-04-05 at 12:24 -0700, Marc Prud'hommeaux wrote: > Ramon & all- > > Is there reason to believe that MySQL 4.1 would do any better than 4.0 > with the query? Have other people solved this problem by upgrading? I'm > a bit frightened by the menacing 4.1 release notes that discuss how > difficult it is to roll back to 4.0, so I'd rather not attempt it > unless people are confident that 4.1 will solve this problem. > > > On Apr 5, 2005, at 12:11 PM, Ramon Kagan wrote: > > > any reason you don't want to upgrade to mysql 4.1. I've been running > > 4.1 > > for about 6 months now and have been very happy with the results. > > > > Seems to me that if you're upgrading RT, upgrading mysql at the same > > time > > seems logical (how often to you get to do an upgrade anyways?). > > > > > > Ramon Kagan > > York University, Computing and Network Services > > Information Security - Senior Information Security Analyst > > (416)736-2100 #20263 > > rkagan at yorku.ca > > > > ----------------------------------- > > ------------------------------------ > > I have not failed. I have just I don't know the secret to > > success, > > found 10,000 ways that don't work. but the secret to failure is > > trying to please everybody. > > - Thomas Edison - Bill Cosby > > ----------------------------------- > > ------------------------------------ > > > > On Tue, 5 Apr 2005, Marc Prud'hommeaux wrote: > > > >> > >> That's what I was afraid of. Short up switching from MySQL to > >> PostgreSQL or upgrading to MySQL 4.1, can anyone recommend anything at > >> all that might help with the search? Would trying to trim the size of > >> the Principals or Groups tables help (they have 200,000+ rows in each, > >> due primarily to the large amount of spam we receive via support)? > >> > >> Has anyone had any luck with making any indexes that would help with > >> that query, or is it just doomed to always be slow for MySQL? Sadly, > >> MySQL's query cache doesn't help with it either, since the query > >> contains a ticket-specific key in the WHERE clause. > >> > >> We're desperate to solve this. We'll need to downgrade to 3.0.0 if we > >> can't fix the slow page loading time. > >> > >> > >> > >> On Apr 5, 2005, at 10:16 AM, Anya Figlin wrote: > >> > >>> we've experienced a similar problem when running large queries on > >>> postgresql 7.3. Once we upgraded postgres version to 7.4, the time > >>> to > >>> run > >>> the same large query went down from 50 seconds to 5 seconds! > >>> As I was looking through RT-Users digest a couple of days ago, I > >>> noticed > >>> that one of the developers replied to a slow query question by saying > >>> that > >>> there was no optimizer in mysql (as far as I recall). If that'd be > >>> the > >>> case, queries like this one would take forever ... > >>> > >>> -anya > >>> > >>> On Apr 4, 2005, at 10:57 AM, Marc Prud'hommeaux wrote: > >>> > >>>> RT Users- > >>>> > >>>> We're using RT 3.4.1 with MySQL 4.0.21 with perl 5.8.6 on Linux > >>>> (kernel 2.2.20). > >>>> > >>>> We recently upgraded from RT 3.0.0 to 3.4.1 in the hopes that it > >>>> would speed up our ever-slowing-down system. A number aspects of the > >>>> system did indeed seem to speed up, but replying to a ticket > >>>> (hitting > >>>> the "Reply" link from Display.html) has become unbearably slow. > >>>> Looking in my "mysql-slow.log" log, I see that the main offending > >>>> query is as follows: > >>>> > >>>> SELECT DISTINCT main.* FROM Users main , Principals Principals_1, > >>>> ACL > >>>> ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 > >>>> WHERE ((ACL_2.RightName = 'OwnTicket')) AND > >>>> ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND > >>>> ((Groups_3.id > >>>> = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = > >>>> '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) > >>>> AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = > >>>> Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( > >>>> Groups_3.Domain > >>>> = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR > >>>> Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain = > >>>> 'RT::Queue-Role' AND Groups_3.Instance = 5) OR ( Groups_3.Domain = > >>>> 'RT::Ticket-Role' AND Groups_3.Instance = 43004) ) AND > >>>> Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = > >>>> 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId > >>>> = > >>>> 5) ) ORDER BY main.Name ASC; > >>>> > >>>> If I manually run the query, it takes around 50 seconds to complete. > >>>> If I run an EXPLAIN on it, I see: > >>>> > >>>> +----------------------+-------- > >>>> +------------------------------------------------------------------- > >>>> -- > >>>> --------------------------------+----------+--------- > >>>> +------------------------------+------- > >>>> +-----------------------------------------------------------+ > >>>> | table | type | possible_keys > >>>> | > >>>> key > >>>> | key_len | ref | rows | Extra > >>>> | > >>>> +----------------------+-------- > >>>> +------------------------------------------------------------------- > >>>> -- > >>>> --------------------------------+----------+--------- > >>>> +------------------------------+------- > >>>> +-----------------------------------------------------------+ > >>>> | ACL_2 | range | > >>>> ACL1,RightName,PrincipalType,ObjectId,ObjectId_2,ObjectType,Principa > >>>> lI > >>>> d,PrincipalType_2,RightName_2 | ACL1 | 54 | NULL > >>>> | 3 | Using where; Using index; Using temporary; > >>>> Using filesort | > >>>> | main | ALL | PRIMARY,Users3,Users_id_idx_mwp > >>>> | > >>>> NULL | NULL | NULL | 35305 | > >>>> | > >>>> | Principals_1 | eq_ref | PRIMARY,Disabled,id > >>>> | > >>>> PRIMARY | 4 | main.id | 1 | Using > >>>> where; Distinct | > >>>> | CachedGroupMembers_4 | ref | DisGrouMem,GrouMem,MemberId > >>>> | > >>>> MemberId | 5 | Principals_1.id | 1 | Using > >>>> where; Distinct | > >>>> | Groups_3 | eq_ref | > >>>> PRIMARY,Groups1,Groups2,Type,Domain,id,Instance,Type_2 > >>>> | PRIMARY | 4 | > >>>> CachedGroupMembers_4.GroupId | 1 | Using where; Distinct > >>>> | > >>>> +----------------------+-------- > >>>> +------------------------------------------------------------------- > >>>> -- > >>>> --------------------------------+----------+--------- > >>>> +------------------------------+------- > >>>> +-----------------------------------------------------------+ > >>>> > >>>> > >>>> Does anyone know of any quick fix for this? Creating a new index or > >>>> something? I've seen a number of people report the problem on the > >>>> list in the past, but I couldn't find any satisfactory solution. > >>>> > >>>> > >>>> A second question: is the file rt-3.4.1/etc/constraints.mysql meant > >>>> to be used? It looks like it might contain some useful foreign key > >>>> and index definitions, but it never appears to be automatically > >>>> called, and I can't find any reference to the file in any > >>>> documentation anywhere. Is it experimental, or can it be applied to > >>>> an existing RT schema? > >>>> > >>>> -- > >>>> Marc Prud'hommeaux > >>>> SolarMetric Inc. > >> > >> > >> -- > >> Marc Prud'hommeaux > >> SolarMetric Inc. > >> > >> > >> > -- > Marc Prud'hommeaux > SolarMetric Inc. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From mose at ns.cune.edu Tue Apr 5 16:32:32 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Tue, 5 Apr 2005 15:32:32 -0500 (CDT) Subject: [rt-users] Priority & Escation In-Reply-To: <1112731575.3508.47.camel@linux.cacdhh.org> Message-ID: On Tue, 5 Apr 2005, Thomas Earl wrote: > I got the rt-escalate script working with no problems, but I'm wondering > if there is someway to make a ticket that is over due or reaching its > due date to stand out, maybe high light it in red or something... This might be a starting place. http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "We deliver anywhere in the world in 30 minutes or less, or the next one's free." - Nuclear missle silo commander From marc at solarmetric.com Tue Apr 5 16:34:21 2005 From: marc at solarmetric.com (Marc Prud'hommeaux) Date: Tue, 5 Apr 2005 13:34:21 -0700 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <20050405201716.EB2ED4D8193@diesel.bestpractical.com> References: <20050405201716.EB2ED4D8193@diesel.bestpractical.com> Message-ID: Well, even if I did reduce the amount of spam, that wouldn't help the problem at hand, since the 200K+ spam users would still remain in the Users, Groups, and Principles tables in the database. To my knowledge, it is still impermissible to delete users and groups, correct? On Apr 5, 2005, at 1:17 PM, rt-users-request at lists.bestpractical.com wrote: > Date: Tue, 5 Apr 2005 15:50:55 -0400 > From: "Jay R. Ashworth" > Subject: Re: [rt-users] Very slow query in RT 3.4.1 > To: rt-users at lists.bestpractical.com > Message-ID: <20050405155055.B15135 at cgi.jachomes.com> > Content-Type: text/plain; charset=us-ascii > > On Tue, Apr 05, 2005 at 12:07:26PM -0700, Marc Prud'hommeaux wrote: >> That's what I was afraid of. Short up switching from MySQL to >> PostgreSQL or upgrading to MySQL 4.1, can anyone recommend anything at >> all that might help with the search? Would trying to trim the size of >> the Principals or Groups tables help (they have 200,000+ rows in each, >> due primarily to the large amount of spam we receive via support)? > > With all due respect, please allow me to suggest that your best > investment of time and effort may be to go hard-core on despamming > those mailboxes...? > > Cheers, > -- jra > -- Marc Prud'hommeaux SolarMetric Inc. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2108 bytes Desc: not available URL: From jra at baylink.com Tue Apr 5 16:39:11 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 5 Apr 2005 16:39:11 -0400 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: ; from Marc Prud'hommeaux on Tue, Apr 05, 2005 at 01:34:21PM -0700 References: <20050405201716.EB2ED4D8193@diesel.bestpractical.com> Message-ID: <20050405163911.C15135@cgi.jachomes.com> On Tue, Apr 05, 2005 at 01:34:21PM -0700, Marc Prud'hommeaux wrote: > Well, even if I did reduce the amount of spam, that wouldn't help the > problem at hand, since the 200K+ spam users would still remain in the > Users, Groups, and Principles tables in the database. To my knowledge, > it is still impermissible to delete users and groups, correct? I should think that DELETE CASCADE would be acceptable for users created from spam. Jesse? Russ? Steve? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From sturner at MIT.EDU Tue Apr 5 16:45:44 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 05 Apr 2005 16:45:44 -0400 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <20050405163911.C15135@cgi.jachomes.com> References: <20050405201716.EB2ED4D8193@diesel.bestpractical.com> Message-ID: <5.2.1.1.2.20050405164354.01fbfd60@po14.mit.edu> At Tuesday 4/5/2005 04:39 PM, Jay R. Ashworth wrote: >On Tue, Apr 05, 2005 at 01:34:21PM -0700, Marc Prud'hommeaux wrote: > > Well, even if I did reduce the amount of spam, that wouldn't help the > > problem at hand, since the 200K+ spam users would still remain in the > > Users, Groups, and Principles tables in the database. To my knowledge, > > it is still impermissible to delete users and groups, correct? > >I should think that DELETE CASCADE would be acceptable for users >created from spam. Jesse? Russ? Steve? I don't know if you mean this Steve, but anyway, I'd be *very* nervous about deleting anything using SQL statements. Steve From jra at baylink.com Tue Apr 5 17:04:07 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 5 Apr 2005 17:04:07 -0400 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <5.2.1.1.2.20050405164354.01fbfd60@po14.mit.edu>; from Stephen Turner on Tue, Apr 05, 2005 at 04:45:44PM -0400 References: <20050405201716.EB2ED4D8193@diesel.bestpractical.com> <20050405163911.C15135@cgi.jachomes.com> <5.2.1.1.2.20050405164354.01fbfd60@po14.mit.edu> Message-ID: <20050405170407.A27053@cgi.jachomes.com> On Tue, Apr 05, 2005 at 04:45:44PM -0400, Stephen Turner wrote: > At Tuesday 4/5/2005 04:39 PM, Jay R. Ashworth wrote: > >On Tue, Apr 05, 2005 at 01:34:21PM -0700, Marc Prud'hommeaux wrote: > > > Well, even if I did reduce the amount of spam, that wouldn't help the > > > problem at hand, since the 200K+ spam users would still remain in the > > > Users, Groups, and Principles tables in the database. To my knowledge, > > > it is still impermissible to delete users and groups, correct? > > > >I should think that DELETE CASCADE would be acceptable for users > >created from spam. Jesse? Russ? Steve? > > I don't know if you mean this Steve, but anyway, I'd be *very* nervous > about deleting anything using SQL statements. I did, in fact, mean you (though I wasn't sure if I'd remembered your name correctly). Hmmm... there has to be *some* reasonable way to clean up the results of that particular problem... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From spiv007 at gmail.com Tue Apr 5 17:12:04 2005 From: spiv007 at gmail.com (spiv007) Date: Tue, 5 Apr 2005 17:12:04 -0400 Subject: [rt-users] sql reports Message-ID: I would like to try to build a report to show when someone takes the ticket the first time. how should i go about doing this? From ennis at mail.twcgb.net Tue Apr 5 18:33:47 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Tue, 5 Apr 2005 17:33:47 -0500 (CDT) Subject: [rt-users] ticket rejection email Message-ID: <200504052233.j35MXl105386@mail.twcgb.net> RT Users: I'm running RT 3.4.1 on Fedora Core 3 with MySQl. When an approver rejects a ticket, the initial requester never gets an email stating their ticket was rejected. How do I remedy this situation? Thanks, Ennis McCaffrey Time Warner Cable Digital Network Engineer 1001 West Kennedy Avenue PO Box 145 Kimberly, WI 54136 (920) 831-9220 Office (920) 378-0416 Cell Ennis at Mail.TWCGB.NET From ennis at mail.twcgb.net Tue Apr 5 18:37:46 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Tue, 5 Apr 2005 17:37:46 -0500 (CDT) Subject: [rt-users] ticket rejection email Message-ID: <200504052237.j35Mbk105645@mail.twcgb.net> For that matter, when a ticket gets approved; the origionating user nevers gets an email stating the ticket was approved, either. Ennis McCaffrey >X-Original-To: rt-users at lists.bestpractical.com >Delivered-To: rt-users at diesel.bestpractical.com >Date: Tue, 5 Apr 2005 17:33:47 -0500 (CDT) >From: Ennis William McCaffrey >To: rt-users at lists.bestpractical.com >MIME-Version: 1.0 >Content-MD5: KAYMa7+0mW8RFRgkOiDpXA== >Subject: [rt-users] ticket rejection email >X-BeenThere: rt-users at lists.bestpractical.com >X-Mailman-Version: 2.1.5 >List-Id: "For users of RT: Request Tracker" >List-Unsubscribe: , >List-Archive: >List-Post: >List-Help: >List-Subscribe: , > >RT Users: > >I'm running RT 3.4.1 on Fedora Core 3 with MySQl. > >When an approver rejects a ticket, the initial requester never gets an email >stating their ticket was rejected. > >How do I remedy this situation? > >Thanks, > >Ennis McCaffrey > >Time Warner Cable >Digital Network Engineer > >1001 West Kennedy Avenue >PO Box 145 >Kimberly, WI 54136 > >(920) 831-9220 Office >(920) 378-0416 Cell > >Ennis at Mail.TWCGB.NET > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com Ennis McCaffrey Time Warner Cable Digital Network Engineer 1001 West Kennedy Avenue PO Box 145 Kimberly, WI 54136 (920) 831-9220 Office (920) 378-0416 Cell Ennis at Mail.TWCGB.NET From sam.snow at christianheritageschool.org Tue Apr 5 18:58:55 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Tue, 5 Apr 2005 16:58:55 -0600 (MDT) Subject: [rt-users] ticket rejection email In-Reply-To: <200504052237.j35Mbk105645@mail.twcgb.net> References: <200504052237.j35Mbk105645@mail.twcgb.net> Message-ID: <30795.199.72.150.131.1112741935.squirrel@aslan.christianheritageschool.org> Ennis William McCaffrey said: > For that matter, when a ticket gets approved; the origionating user nevers > gets > an email stating the ticket was approved, either. > > Ennis McCaffrey >>RT Users: >> >>I'm running RT 3.4.1 on Fedora Core 3 with MySQl. >> >>When an approver rejects a ticket, the initial requester never gets an >> email >>stating their ticket was rejected. >> >>How do I remedy this situation? >> >>Thanks, >> >>Ennis McCaffrey >> >>Time Warner Cable >>Digital Network Engineer >> >>1001 West Kennedy Avenue >>PO Box 145 >>Kimberly, WI 54136 >> >>(920) 831-9220 Office >>(920) 378-0416 Cell >> >>Ennis at Mail.TWCGB.NET >> > You will need to create scrips using user defined conditions. I don't have any for this, but it should go something like this (fill in the correct values): if ($self->TransactionObj->Type eq "Approval_Field_Name" && $self->TransactionObj->NewValue eq "New_Approved_Status") { return(1); } else { return(undef); } I have not used approvals and am *not* a scrip expert, but from what I understand something like that should work. If you get some working you should post them to http://wiki.bestpractical.com/index.cgi?ApprovalCreation so that others can benifit. You might also try the mailing list archives --> http://gossamer-threads.com/lists/rt/ . Sam (In Neenah) From andrew at staff.esc.net.au Tue Apr 5 20:52:38 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 6 Apr 2005 10:22:38 +0930 Subject: [rt-users] (no subject) In-Reply-To: <20050405071122.BFCD961C290@sr-gw.esc.net.au> Message-ID: <20050406005522.3DE1561C1CC@sr-gw.esc.net.au> Ok, This gets weirder and weirder. The error is only occuring on 1 computer. and only in internet explorer. I have tried changing the security settings, deleting cookies and temporary files. but still gets the error. IE on other computers work. Netscape on this computer works. Anyone? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Tuesday, 5 April 2005 4:39 PM To: rt-users at lists.bestpractical.com Subject: FW: [rt-users] (no subject) yeh, there was a mysql permissions thing, but we fixed that, now we still get the same rt errors, but no errors in apache. so they obviously werent linked. also, if i uncomment the line 89 that has the die statement, it all works fine. weird _____ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Hmm. Well, those (if I call correctly) are mysql's data files.. so are you able to check that mysql came up cleanly? Regards, Matt. _____ From: Andrew Xenides [mailto:andrew at staff.esc.net.au] on further investigation. the apache error logs show DBD::mysql::st execute failed: Can't find file: './rt3/Users.frm' (errno: 13) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. RT::Handle=HASH(0x12ff3104) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. DBD::mysql::st execute failed: Can't find file: './rt3/Users.frm' (errno: 13) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. RT::Handle=HASH(0x12ff3104) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. for each load. now, could this file have been deleted somehow? how can i recreate it? _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides yes, i know, all the permissions are exactly the same as they were before the reboot. let me repeat the scenario. RT is working reboot server RT gives error Andrew Xenides _____ From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Umm, not to be rude, but have you read the error message? "RT Couldn't write to session directory '/opt/rt3/var/session_data'" Further down, it even tells you what to do about it "Check that this dir ectory's permissions are correct." Regards, Matt. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides we rebooted the rt server and now get this error when trying to bring up the login screen any ideas? error: RT Couldn't write to session directory '/opt/rt3/var/session_data': Died at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm line 40. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Generate/MD5.pm:40] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:400] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:73] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:73 Andrew Xenides -------------- next part -------------- An HTML attachment was scrubbed... URL: From gerwin at endace.com Tue Apr 5 21:12:55 2005 From: gerwin at endace.com (Gerwin van de Steeg) Date: Wed, 06 Apr 2005 13:12:55 +1200 Subject: [rt-users] Statistics: 0.1.1 In-Reply-To: <20050331113644.GB25509@chaka.net> References: <1112238573.4786.219.camel@viking.et.endace.com> <20050331113644.GB25509@chaka.net> Message-ID: <1112749975.4786.478.camel@viking.et.endace.com> On Thu, 2005-03-31 at 06:36 -0500, Todd Chapman wrote: > On Thu, Mar 31, 2005 at 03:09:33PM +1200, Gerwin van de Steeg wrote: > > Query, > > > > I've got a report for statistics which generates a yearly report of > > tickets, ordered by month and status. > > > > Can i specify multiple LimitTransactionDate entries on a query. > > > > ie. > > > > my $tix = new RT::Tickers($session('CurrentUser')); > > $tix->LimitQueue (VALUE => $queue); > > $tix->LimitTransactionDate (OPERATOR => '>', VALUE => '20040101000000'); > > $tix->LimitTransactionDate (OPERATOR => '<', VALUE => '20050101000000'); > > $tix->UnLimit; > > if ($tix->Count) { > > while (my $t = $tix->RT::SearchBuilder::Next) { > > $counts[(localtime($t->ResolvedObj->Unix))[4]](resolved)++ > > if $t->Status eq "resolved"; > > $counts[(localtime($t->LastUpdatedObj->Unix))[4]](deleted)++ > > if $t->Status eq "deleted"; > > $counts[(localtime($t->CreatedObj->Unix))[4]](created)++ > > ) > > ) > > > > > > This seems to work, however if I do this for 2005-2006 then I'm getting > > incorrect values, in months which have not yet passed. > > > > or is there a more accurate, elegant way of doing this. > > > > Why are you call Limit and then calling UnLimit? > > -Todd From what I can gather, there seems to be no difference in the report generated (I've tried with and without the UnLimit). -Gerwin -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From mle at Niku.com Tue Apr 5 21:23:21 2005 From: mle at Niku.com (Mai Le) Date: Tue, 5 Apr 2005 18:23:21 -0700 Subject: [rt-users] Different autoreply if the ticket is created via email Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C02170649@RWC-EXCHANGE-VS.Niku.com> Hi All, How do I tell RT to send out a different autoreply if it detects that the ticket was created via email ? I'm running RT 3.4.1. I probably would need to delete the global autoreply scrip but I need some pointers on how to set custom conditions on the 2 autoreply scrips (1 for web creation and 1 for the email creation). Any help would be greatly appreciated. CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Tue Apr 5 21:30:07 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 6 Apr 2005 11:00:07 +0930 Subject: [rt-users] Different autoreply if the ticket is created via email In-Reply-To: <57D9A9C0457AEF4CB1125E91E652DF9C02170649@RWC-EXCHANGE-VS.Niku.com> Message-ID: <20050406013245.7698961C1F7@sr-gw.esc.net.au> I had to get RT to send out a different autoreply when a ticket was created in a specific group. basically i took the global autoreply scrip out, created a new scrip for that group, then put the standard scrip in each other group. easiest way to do it i think would be set it up so all email tickets go in a different group, then you can have a specific reply for that group. Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mai Le Sent: Wednesday, 6 April 2005 10:53 AM To: rt-users Subject: [rt-users] Different autoreply if the ticket is created via email Hi All, How do I tell RT to send out a different autoreply if it detects that the ticket was created via email ? I'm running RT 3.4.1. I probably would need to delete the global autoreply scrip but I need some pointers on how to set custom conditions on the 2 autoreply scrips (1 for web creation and 1 for the email creation). Any help would be greatly appreciated. CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Anthony.Meo at btci.com Tue Apr 5 21:59:12 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Tue, 5 Apr 2005 21:59:12 -0400 Subject: [rt-users] Different autoreply if the ticket is created via email Message-ID: Check out Anytransactionsource on the wiki.bestpractical.com -> contributions. Look in the conditions area. OnCreate external detects email ticket create and OnCreate Internal is a web create. It also adds the same for Correspond Anthony Meo Partner Integration Engineer ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mai Le Sent: Tuesday, April 05, 2005 9:23 PM To: rt-users Subject: [rt-users] Different autoreply if the ticket is created via email Hi All, How do I tell RT to send out a different autoreply if it detects that the ticket was created via email ? I'm running RT 3.4.1. I probably would need to delete the global autoreply scrip but I need some pointers on how to set custom conditions on the 2 autoreply scrips (1 for web creation and 1 for the email creation). Any help would be greatly appreciated. CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cpwe at deakin.edu.au Tue Apr 5 22:57:14 2005 From: cpwe at deakin.edu.au (Christopher Peter Welsh) Date: Wed, 6 Apr 2005 12:57:14 +1000 Subject: [rt-users] Ldap Auth - some users not authing Message-ID: <200504060257.j362vE81024806@l-hestia-1.its.deakin.edu.au> Hi, I have LDAP auth sort of working, need help to understand why some users are not authenticating. When I first installed RT I setup inbuilt user accounts for the admins. Now I'm using LDAP overlay, These users can login, and I know it works because I get OK back from the debug, but When I get normal users (who have submitted email to the queue in the past) to login, they get a message "Your username or password incorrect" The debug output is as follows. I assume that these users are auto created in RT as unpriv users when they subimt their requests via email. When I list the users under configuration, users, I only see the users I added by hand and not those who emailed requests in. I can search under email and see all users who have sent a request in the past. Can anyone help me out with this? I'm sure the ldap ou's and dc's are ok, because I use them for other ldap searches on coldfusion. Failed entry Apr 6 12:34:48 testme RT: FAILED LOGIN for julesh from 10.0.2.226 (/opt/rt3/share/html/autohandler:196) Successful entry Apr 6 12:15:10 testme RT: Using External Authentication (/opt/rt3/lib/RT/User_Local.pm:53) Apr 6 12:15:10 testme RT: AUTH OK: chrisw (CN=Chris Welsh,OU=ITAdmin,OU=STAFF USERS,DC=admin,DC=sjc) (/opt/rt3/lib/RT/User_Local.pm:100) Apr 6 12:15:10 testme RT: Successful login for chrisw from 10.0.3.85 (/opt/rt3/share/html/autohandler:203) Do I need to switch on some kind of autocreate? Where for Ldap auth? Using RT 3.2.2 on Mandrake linux, into ADS 2003K server Here is my RT_site... $LDAPExternalAuth = 1; $LdapServer="ford.abcd.abc"; $LdapUser="cn=ldusr,cn=users,dc=abcd,dc=abc"; $LdapPass="blah"; $LdapBase="ou=staff users,dc=abcd,dc=abc"; $LdapFilter="(objectclass=*)"; $LdapTLS = 1; $LdapUidAttr="samaccountname"; $LdapSSLVersion = 3; TA Chris W Chris Welsh IS Honours Student (Faculty of Business & Law, Deakin University) From gerwin at endace.com Tue Apr 5 23:32:52 2005 From: gerwin at endace.com (Gerwin van de Steeg) Date: Wed, 06 Apr 2005 15:32:52 +1200 Subject: [rt-users] Statistics: 0.1.1 In-Reply-To: <1112238573.4786.219.camel@viking.et.endace.com> References: <1112238573.4786.219.camel@viking.et.endace.com> Message-ID: <1112758372.4786.513.camel@viking.et.endace.com> On Thu, 2005-03-31 at 15:09 +1200, Gerwin van de Steeg wrote: > Query, > > I've got a report for statistics which generates a yearly report of > tickets, ordered by month and status. > ie. (updated with 2005-2006 data) my $tix = new RT::Tickers($session('CurrentUser')); $tix->LimitQueue (VALUE => $queue); $tix->LimitTransactionDate (OPERATOR => '>', VALUE => '20050101000000'); $tix->LimitTransactionDate (OPERATOR => '<', VALUE => '20060101000000'); $tix->UnLimit; if ($tix->Count) { while (my $t = $tix->RT::SearchBuilder::Next) { $counts[(localtime($t->ResolvedObj->Unix))[4]](resolved)++ if $t->Status eq "resolved"; $counts[(localtime($t->LastUpdatedObj->Unix))[4]](deleted)++ if $t->Status eq "deleted"; $counts[(localtime($t->CreatedObj->Unix))[4]](created)++ ) ) > > > This seems to work, however if I do this for 2005-2006 then I'm getting > incorrect values, in months which have not yet passed. > The graph basically contains the following values for 2005 (i've only listed months that haven't been yet) Month Qty May 2 Jun 1 Jul Aug 1 Sep 1 Oct 7 Nov 5 Dec 11 -Gerwin -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From les at futuresource.com Wed Apr 6 00:46:21 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 05 Apr 2005 23:46:21 -0500 Subject: [rt-users] RT vs ........ In-Reply-To: <20050405171548.GO19698@chaka.net> References: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FA@mercury0.pyramidbrew.com> <20050405171548.GO19698@chaka.net> Message-ID: <1112762781.6291.40.camel@les-home.futuresource.com> On Tue, 2005-04-05 at 12:15, Todd Chapman wrote: > On Tue, Apr 05, 2005 at 09:58:58AM -0700, Atom Powers wrote: > > > > Does, or will, AT have the ability to audit computers? I'm thinking of an > > SNMP plug-in or client-side app that record the CPU type, Memory, computer > > name, etc. and put it into the database. > > > > > > As we speak I am working on an Atom API for AT. That means there > will eventually be a client side Perl library and command line > tool for AT. We will use this so our Unix/Windows systems can > update some of their info in AT automatically. This looked like an interesting project to pick up machine data several years ago but it seems to have been abandoned: http://sourceforge.net/projects/syssumm/ -- Les Mikesell les at futuresource.com From ernest at afrinic.net Wed Apr 6 03:11:45 2005 From: ernest at afrinic.net (Ernest Byaruhanga) Date: Wed, 6 Apr 2005 10:11:45 +0300 Subject: [rt-users] error opening rt login page! Message-ID: <20050406071043.M49553@afrinic.net> hi, Am using rt3.0.10, mysql4, RHEL AS 2.4.21, perl 5.8.0. All of a sudden, i get the following when i try open my RT web (instead of the usual login page): ------ (start) %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->comp("/Ticket/Display.html" , id=> $1); return(); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitWatcher( VALUE => $query, TYPE => 'Requestor', OPERATOR => '=', ); $m->comp("/Search/Listing.html"); return(); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->comp("/Search/Listing.html"); return(); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->comp("/Search/Listing.html"); return(); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } ------ (end) The RT error, httpd error logs dont show ma anything useful, what could be the problem here? regards, Ernesto. -- From Jan-Peter.Koopmann at seceidos.de Wed Apr 6 03:20:52 2005 From: Jan-Peter.Koopmann at seceidos.de (Jan-Peter Koopmann) Date: Wed, 6 Apr 2005 09:20:52 +0200 Subject: [rt-users] Trying to check RT::Queue rights Message-ID: Hi guys, I am getting these a lot in my rt.log: Apr 6 09:16:34 proxy.intern.seceidos.de RT: Trying to check RT::Queue rights for an unspecified RT::Queue (/usr/local/rt3/lib/RT/Principal_Overlay.pm:377) Whats going wrong here? Kind regards, JP From feargal at thecia.ie Wed Apr 6 04:47:19 2005 From: feargal at thecia.ie (Feargal Reilly) Date: Wed, 6 Apr 2005 09:47:19 +0100 Subject: [rt-users] How to suppress copy of requestor reply going back to requestor? In-Reply-To: <20050405150906.GJ20266@eilebrecht.net> References: <20050405130229.GE20266@eilebrecht.net> <20050405150906.GJ20266@eilebrecht.net> Message-ID: <20050406094719.493dc951@anborn.edhellond.fbi.ie> On Tue, 5 Apr 2005 17:09:06 +0200 Lars Eilebrecht wrote: > According to Russell: > > What I'm trying to configure is this: > > - on correspond from requestor -> notify ticket owner > - on correspond from owner (or other admin) -> notify ticket > owner and requestor I don't believe the existing scrip handling allows this. Before sending an email, it checks whether the recipient and the actor are the same, and if so, drops the email unless $NotifyActor was set. You'd need to hack the code to check whether the actor is also the owner, and if so, don't drop the email. I did this in the distant past, but no longer have the code to hand. Note: It's been some time since I've look at RT's internals, this may all be wrong these days. -fr. -- Feargal Reilly, Chief Techie, FBI. PGP Key ID: 0x29895554 HAS BEEN STOLEN | Web: http://www.fbi.ie/ Tel: +353.14988588 | Fax: +353.14988489 Communications House, 11 Sallymount Avenue, Ranelagh, Dublin 6. From luiz at eaprender.com.br Wed Apr 6 06:42:32 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Wed, 06 Apr 2005 07:42:32 -0300 Subject: [rt-users] Error in 3.4.1 Message-ID: <4253BD18.6090100@eaprender.com.br> I made a fresh install of 3.4.1 and Im getting this error: Can't locate object method "LimitToChildType" via package "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58. Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "LimitToChildType" via package "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58.^J') called at /opt/rt3/share/html/Elements/SelectGroups line 58 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6921a0)') 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/Admin/Groups/index.html line 72 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa67a098)') 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 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa96ca78)') called at /opt/rt3/share/html/Admin/autohandler line 47 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa90d6c8)') 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 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa96ca78)') called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa9385b4)') 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(0xa96ca78)') 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(0xa96ca78)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa93afac)', 'Apache::RequestRec=SCALAR(0xab99278)') called at /usr/local/rt3/bin/webmux.pl line 126 eval {...} at /usr/local/rt3/bin/webmux.pl line 126 RT::Mason::handler('Apache::RequestRec=SCALAR(0xab99278)') called at -e line 0 eval {...} at -e line 0 -- []'s Luiz Henrique Ozaki From jesse at bestpractical.com Wed Apr 6 06:55:38 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Apr 2005 06:55:38 -0400 Subject: [rt-users] Error in 3.4.1 In-Reply-To: <4253BD18.6090100@eaprender.com.br> References: <4253BD18.6090100@eaprender.com.br> Message-ID: <20050406105538.GG22996@bestpractical.com> On Wed, Apr 06, 2005 at 07:42:32AM -0300, Luiz Henrique Ozaki wrote: > I made a fresh install of 3.4.1 and Im getting this error: > > Can't locate object method "LimitToChildType" via package > "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58. It sure appears to be defined in my lib/RT/CustomFields_Overlay.pm. > > Trace begun at > /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > "LimitToChildType" via package "RT::CustomFields" at > /opt/rt3/share/html/Elements/SelectGroups line 58.^J') called at > /opt/rt3/share/html/Elements/SelectGroups line 58 > HTML::Mason::Commands::__ANON__ at > /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6921a0)') 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/Admin/Groups/index.html line 72 > HTML::Mason::Commands::__ANON__ at > /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa67a098)') 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 > /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa96ca78)') called at /opt/rt3/share/html/Admin/autohandler line 47 > HTML::Mason::Commands::__ANON__ at > /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa90d6c8)') 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 > /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa96ca78)') called at /opt/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at > /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa9385b4)') 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(0xa96ca78)') 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(0xa96ca78)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa93afac)', 'Apache::RequestRec=SCALAR(0xab99278)') called at /usr/local/rt3/bin/webmux.pl line 126 > eval {...} at /usr/local/rt3/bin/webmux.pl line 126 > RT::Mason::handler('Apache::RequestRec=SCALAR(0xab99278)') called at -e > line 0 > eval {...} at -e line 0 > > > -- > []'s > Luiz Henrique Ozaki > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From luiz at eaprender.com.br Wed Apr 6 07:44:15 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Wed, 06 Apr 2005 08:44:15 -0300 Subject: [rt-users] Error in 3.4.1 In-Reply-To: <20050406105538.GG22996@bestpractical.com> References: <4253BD18.6090100@eaprender.com.br> <20050406105538.GG22996@bestpractical.com> Message-ID: <4253CB8F.7030201@eaprender.com.br> Jesse Vincent wrote: > >On Wed, Apr 06, 2005 at 07:42:32AM -0300, Luiz Henrique Ozaki wrote: > > >>I made a fresh install of 3.4.1 and Im getting this error: >> >>Can't locate object method "LimitToChildType" via package >>"RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58. >> >> > >It sure appears to be defined in my lib/RT/CustomFields_Overlay.pm. > > > >>Trace begun at >>/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 >>HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method >>"LimitToChildType" via package "RT::CustomFields" at >>/opt/rt3/share/html/Elements/SelectGroups line 58.^J') called at >>/opt/rt3/share/html/Elements/SelectGroups line 58 >>HTML::Mason::Commands::__ANON__ at >>/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 >>HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6921a0)') 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/Admin/Groups/index.html line 72 >>HTML::Mason::Commands::__ANON__ at >>/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 >>HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa67a098)') 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 >>/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 >>HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa96ca78)') called at /opt/rt3/share/html/Admin/autohandler line 47 >>HTML::Mason::Commands::__ANON__ at >>/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 >>HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa90d6c8)') 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 >>/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 >>HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa96ca78)') called at /opt/rt3/share/html/autohandler line 215 >>HTML::Mason::Commands::__ANON__ at >>/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 >>HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa9385b4)') 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(0xa96ca78)') 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(0xa96ca78)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 >>HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa93afac)', 'Apache::RequestRec=SCALAR(0xab99278)') called at /usr/local/rt3/bin/webmux.pl line 126 >>eval {...} at /usr/local/rt3/bin/webmux.pl line 126 >>RT::Mason::handler('Apache::RequestRec=SCALAR(0xab99278)') called at -e >>line 0 >>eval {...} at -e line 0 >> >> >>-- >>[]'s >>Luiz Henrique Ozaki >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>RT Administrator and Developer training is coming to your town soon! >>(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com >>for details. >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> > > > I configured in the apache, both versions 3.4 and 3.2. Maybe a conflict ? They are in different directories. But both are installed. -- []'s Luiz Henrique Ozaki -------------- next part -------------- An HTML attachment was scrubbed... URL: From mose at ns.cune.edu Wed Apr 6 08:10:38 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Wed, 6 Apr 2005 07:10:38 -0500 (CDT) Subject: [rt-users] Ldap Auth - some users not authing In-Reply-To: <200504060257.j362vE81024806@l-hestia-1.its.deakin.edu.au> Message-ID: On Wed, 6 Apr 2005, Christopher Peter Welsh wrote: > Now I'm using LDAP overlay, Which version? ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "No question is too stupid to ask, but some are too stupid to answer." From luiz at eaprender.com.br Wed Apr 6 08:49:52 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Wed, 06 Apr 2005 09:49:52 -0300 Subject: [rt-users] Now error in 3.2 Message-ID: <4253DAF0.3070508@eaprender.com.br> Hunf, now im having this error in my 3.2 version: *System error* *error:* RT Couldn't write to session directory '/usr/local/rt3/var/session_data': DBD::Pg::st execute failed: ERROR: sessions: permission denied at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 44. Stack: [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:530] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:477] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44] [/usr/local/rt3/share/html/autohandler:79] . Check that this dir ectory's permissions are correct. at /usr/local/rt3/share/html/Elements/SetupSessionCookie line 89. *context:* *...* *85:* }; *86:* undef $cookies{$cookiename}; *87:* } *88:* else { *89:* die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; *90:* } *91:* } *92:* *93:* if ( !$cookies{$cookiename} ) { *...* *code stack:* /usr/local/rt3/share/html/Elements/SetupSessionCookie:89 /usr/local/rt3/share/html/autohandler:79 drwxrwx--- 2 www www 512 Jan 4 19:39 session_data AAhhhh !!! -- []'s Luiz Henrique Ozaki -------------- next part -------------- An HTML attachment was scrubbed... URL: From luiz at eaprender.com.br Wed Apr 6 08:59:56 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Wed, 06 Apr 2005 09:59:56 -0300 Subject: [rt-users] Now error in 3.2 (Resolved ! Phew) Message-ID: <4253DD4C.4070803@eaprender.com.br> Luiz Henrique Ozaki wrote: > Hunf, now im having this error in my 3.2 version: > > *System error* > > *error:* RT Couldn't write to session directory > '/usr/local/rt3/var/session_data': DBD::Pg::st execute failed: ERROR: > sessions: permission denied at > /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 44. > > Stack: > [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44] > [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:530] > [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:477] > [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44] > [/usr/local/rt3/share/html/autohandler:79] > . Check that this dir ectory's permissions are correct. at > /usr/local/rt3/share/html/Elements/SetupSessionCookie line 89. > *context:* > *...* > *85:* }; > *86:* undef $cookies{$cookiename}; > *87:* } > *88:* else { > *89:* die "RT Couldn't write to session directory > '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions > are correct."; > *90:* } > *91:* } > *92:* > *93:* if ( !$cookies{$cookiename} ) { > *...* > > *code stack:* /usr/local/rt3/share/html/Elements/SetupSessionCookie:89 > /usr/local/rt3/share/html/autohandler:79 > > > drwxrwx--- 2 www www 512 Jan 4 19:39 session_data > > AAhhhh !!! > >-- >[]'s >Luiz Henrique Ozaki > Ive put the database user of 3.2 setup to pgsql and it worked. Installing the 3.4 version the installation changed the right of the user rt_user in PostGres, that its the same db user of 3.2 installation, the only difference is the database. Database of 3.2 is rt3 and 3.4 is rt34. Now, how can I make the rt_user to access the 3.2 setup (rt3 database) and create another user for 3.4 (rt34 database) now that every thing is installed ? Regards, -- []'s Luiz Henrique Ozaki -------------- next part -------------- An HTML attachment was scrubbed... URL: From tearl at cacdhh.org Wed Apr 6 08:59:03 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Wed, 06 Apr 2005 08:59:03 -0400 Subject: [rt-users] Priority & Escation In-Reply-To: References: Message-ID: <1112792343.3508.53.camel@linux.cacdhh.org> That works... Thanks for your help and sorry for the poor spelling... Tom On Tue, 2005-04-05 at 16:32, Russell Mosemann wrote: > On Tue, 5 Apr 2005, Thomas Earl wrote: > > > I got the rt-escalate script working with no problems, but I'm wondering > > if there is someway to make a ticket that is over due or reaching its > > due date to stand out, maybe high light it in red or something... > > This might be a starting place. > > http://wiki.bestpractical.com/index.cgi?ShowStatusInColor > > ---- > Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska > "We deliver anywhere in the world in 30 minutes or less, or the > next one's free." - Nuclear missle silo commander From jesse at bestpractical.com Wed Apr 6 09:00:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Apr 2005 09:00:34 -0400 Subject: [rt-users] Error in 3.4.1 In-Reply-To: <4253CB8F.7030201@eaprender.com.br> References: <4253BD18.6090100@eaprender.com.br> <20050406105538.GG22996@bestpractical.com> <4253CB8F.7030201@eaprender.com.br> Message-ID: <20050406130034.GK22996@bestpractical.com> > I configured in the apache, both versions 3.4 and 3.2. Maybe a conflict ? > > They are in different directories. But both are installed. > That doesn't work with modperl. > -- > []'s > Luiz Henrique Ozaki > -- From luiz at eaprender.com.br Wed Apr 6 09:07:59 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Wed, 06 Apr 2005 10:07:59 -0300 Subject: [rt-users] Error in 3.4.1 In-Reply-To: <20050406130034.GK22996@bestpractical.com> References: <4253BD18.6090100@eaprender.com.br> <20050406105538.GG22996@bestpractical.com> <4253CB8F.7030201@eaprender.com.br> <20050406130034.GK22996@bestpractical.com> Message-ID: <4253DF2F.30101@eaprender.com.br> Jesse Vincent wrote: >>I configured in the apache, both versions 3.4 and 3.2. Maybe a conflict ? >> >>They are in different directories. But both are installed. >> >> >> > >That doesn't work with modperl. > > > >>-- >>[]'s >>Luiz Henrique Ozaki >> >> >> > > > Can I run the 3.4 with FastCGI without making any changes in 3.2 just changing the parameters of apache and installing FastCGI ? Maybe if it works I'll change the 3.2 to FastCGI too, later..... -- []'s Luiz Henrique Ozaki -------------- next part -------------- An HTML attachment was scrubbed... URL: From cpwe at deakin.edu.au Wed Apr 6 09:23:05 2005 From: cpwe at deakin.edu.au (Christopher Welsh) Date: Wed, 06 Apr 2005 23:23:05 +1000 Subject: [rt-users] RT Ldap Only some helpdesk users are authing Message-ID: <4253E2B9.4040609@deakin.edu.au> Hi, It seems only some of the helpdesk users are authenticating against active directory. Can someone suggest why. 1. Do I need to add each user by hand in RT? 2. Can I set the helpdesk up to auto create the new user when they try to auth? and if they are have sent email requests in the past I thought they would they would have been auto created into the help desk when the job get sent to the queue. Update. I just created the user as root in the rt config interface. To test I set a different local password to that of the one in ADS. I logged in with the ADS password and it worked. This leads me to think that I need a way to auto create users. I need to do this tomorrow. Can anyone show me specifics on this? Probably something in the RT_Site... file? Apr 6 23:05:06 testme RT: AUTH OK: julesh (CN=Jules Holt,OU=Administration,OU=STAFF USERS,DC=blah,DC=Blah) (/opt/rt3/lib/RT/User_Local.pm:100) Apr 6 23:05:06 testme RT: Successful login for julesh from 10.0.4.11 (/opt/rt3/share/html/autohandler:203) Chris W. ps. Has anyone got ldap code to grab user's telephone details from ADS. -------------- next part -------------- A non-text attachment was scrubbed... Name: cpwe.vcf Type: text/x-vcard Size: 268 bytes Desc: not available URL: From graham.dunn at leitch.com Wed Apr 6 09:23:33 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Wed, 6 Apr 2005 09:23:33 -0400 Subject: [rt-users] RT vs ........ In-Reply-To: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FA@mercury0.pyramidbrew.com> References: <1AE2004B175A3D4A8B6230A10D0B5BE368E4FA@mercury0.pyramidbrew.com> Message-ID: <20050406132333.GA592@inscriber.com> On Tue, Apr 05, 2005 at 09:58:58AM -0700, Atom Powers wrote: > > Does, or will, AT have the ability to audit computers? I'm thinking of an > SNMP plug-in or client-side app that record the CPU type, Memory, computer > name, etc. and put it into the database. If you have to deal with windows clients, check out SYDI (SCript Your Documentation Instantly) http://sydi.sourceforge.net/ It's very nice. Output is very flexible (directly into Word / XML / HTML) so I'm guessing you could wget the results right into AT. Graham From sturner at MIT.EDU Wed Apr 6 09:37:28 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 06 Apr 2005 09:37:28 -0400 Subject: [rt-users] Error in 3.4.1 In-Reply-To: <4253DF2F.30101@eaprender.com.br> References: <20050406130034.GK22996@bestpractical.com> <4253BD18.6090100@eaprender.com.br> <20050406105538.GG22996@bestpractical.com> <4253CB8F.7030201@eaprender.com.br> <20050406130034.GK22996@bestpractical.com> Message-ID: <5.2.1.1.2.20050406093339.02070b90@po14.mit.edu> At Wednesday 4/6/2005 09:07 AM, Luiz Henrique Ozaki wrote: >Can I run the 3.4 with FastCGI without making any changes in 3.2 just >changing the parameters of apache and installing FastCGI ? > >Maybe if it works I'll change the 3.2 to FastCGI too, later..... You should be able to use modperl if you run two separate instances of Apache each with its own config file. I've used this approach to run an Oracle RT 3.4.1 instance along with a Mysql 3.4.0rc6 instance. That way you wouldn't have to spend time installing & configuring fastcgi. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) sturner at mit.edu From luiz at eaprender.com.br Wed Apr 6 10:31:29 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Wed, 06 Apr 2005 11:31:29 -0300 Subject: [rt-users] Error in 3.4.1 Message-ID: <4253F2C1.8040405@eaprender.com.br> Stephen Turner wrote: > At Wednesday 4/6/2005 09:07 AM, Luiz Henrique Ozaki wrote: > >> Can I run the 3.4 with FastCGI without making any changes in 3.2 just >> changing the parameters of apache and installing FastCGI ? >> >> Maybe if it works I'll change the 3.2 to FastCGI too, later..... > > > You should be able to use modperl if you run two separate instances of > Apache each with its own config file. I've used this approach to run > an Oracle RT 3.4.1 instance along with a Mysql 3.4.0rc6 instance. That > way you wouldn't have to spend time installing & configuring fastcgi. > > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > sturner at mit.edu > > > Nice ! Worked ! Thanks !! -- []'s Luiz Henrique Ozaki From vivek at khera.org Wed Apr 6 10:42:20 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 6 Apr 2005 10:42:20 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? Message-ID: <6a8c7c837d63af2490d4298d1eb30ea5@khera.org> Last week or so, we've gotten many curious responses from yahoo mail users who are reporting blank ticket responses. Sure enough, if you correspond with our RT 3.2.3 instance via yahoo, all you see is the headers. If you click the little link on the lower right corner of yahoo's mail to "save message text" you see the content. In the main window you do not. I'm suspecting it has something to do with RT setting the encoding to utf-8. Has anyone else seen this? 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 tearl at cacdhh.org Wed Apr 6 10:42:47 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Wed, 06 Apr 2005 10:42:47 -0400 Subject: [rt-users] Spell Checker addon? Message-ID: <1112798567.3508.66.camel@linux.cacdhh.org> Greetings to all, Anyone know if there is a spell check addon for RT? Please let me know and Thanks! Tom From prouss at cae.com Wed Apr 6 11:01:57 2005 From: prouss at cae.com (Patrick Rousseau-Mathieu) Date: Wed, 6 Apr 2005 11:01:57 -0400 Subject: [rt-users] User priviledge database Message-ID: Hi, I would like to know where is store in the database the 'Let this user be granted rights' in the Access control space in the Admin/Users/Modify.html?id=999 I've checked in the code and it's says not store anymore in the Users table. So where it is supose to be? Thanks Patrick From niels=rt at bakker.net Tue Apr 5 21:19:56 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Wed, 6 Apr 2005 03:19:56 +0200 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <20050405163911.C15135@cgi.jachomes.com> References: <20050405201716.EB2ED4D8193@diesel.bestpractical.com> <20050405163911.C15135@cgi.jachomes.com> Message-ID: <20050406011956.GQ88171@snowcrash.tpb.net> * jra at baylink.com (Jay R. Ashworth) [Tue 05 Apr 2005, 22:39 CEST]: > I should think that DELETE CASCADE would be acceptable for users > created from spam. Jesse? Russ? Steve? Please search the list archives before giving empty answers, RTx::Shredder can delete tickets and associated data from the db -- Niels. -- From jesse at bestpractical.com Wed Apr 6 11:11:51 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Apr 2005 11:11:51 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <6a8c7c837d63af2490d4298d1eb30ea5@khera.org> References: <6a8c7c837d63af2490d4298d1eb30ea5@khera.org> Message-ID: <20050406151151.GO22996@bestpractical.com> On Wed, Apr 06, 2005 at 10:42:20AM -0400, Vivek Khera wrote: > Last week or so, we've gotten many curious responses from yahoo mail > users who are reporting blank ticket responses. Sure enough, if you > correspond with our RT 3.2.3 instance via yahoo, all you see is the > headers. If you click the little link on the lower right corner of > yahoo's mail to "save message text" you see the content. In the main > window you do not. I'm suspecting it has something to do with RT > setting the encoding to utf-8. > > Has anyone else seen this? > Yes. Search for Content-Encoding 8bit and 8-bit. It'll be fixed in 3.2.4/3.4.2 > Vivek Khera, Ph.D. > +1-301-869-4449 x806 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From todd at chaka.net Wed Apr 6 11:27:18 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 6 Apr 2005 11:27:18 -0400 Subject: [rt-users] Spell Checker addon? In-Reply-To: <1112798567.3508.66.camel@linux.cacdhh.org> References: <1112798567.3508.66.camel@linux.cacdhh.org> Message-ID: <20050406152718.GQ19698@chaka.net> On Wed, Apr 06, 2005 at 10:42:47AM -0400, Thomas Earl wrote: > Greetings to all, > > Anyone know if there is a spell check addon for RT? > > Please let me know and Thanks! > > Tom > I would recommend usign Firefox with the Mozex extension. http://mozex.mozdev.org/index.html From les at futuresource.com Wed Apr 6 11:40:30 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 06 Apr 2005 10:40:30 -0500 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <20050405155055.B15135@cgi.jachomes.com> References: <8662dd419cfce927a22f3b711160d0c9@solarmetric.com> <164c4fe26e5f03cda82aea42fe2524af@solarmetric.com> <20050405155055.B15135@cgi.jachomes.com> Message-ID: <1112802030.22159.6.camel@moola.futuresource.com> On Tue, 2005-04-05 at 14:50, Jay R. Ashworth wrote: > On Tue, Apr 05, 2005 at 12:07:26PM -0700, Marc Prud'hommeaux wrote: > > That's what I was afraid of. Short up switching from MySQL to > > PostgreSQL or upgrading to MySQL 4.1, can anyone recommend anything at > > all that might help with the search? Would trying to trim the size of > > the Principals or Groups tables help (they have 200,000+ rows in each, > > due primarily to the large amount of spam we receive via support)? > > With all due respect, please allow me to suggest that your best > investment of time and effort may be to go hard-core on despamming > those mailboxes...? It's a generic problem for anyone supporting a public site where even if you can filter the spam you end up with many thousands of users created from email addresses who typically only ask one question. -- Les Mikesell les at futuresource.com From vivek at khera.org Wed Apr 6 11:56:43 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 6 Apr 2005 11:56:43 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <20050406151151.GO22996@bestpractical.com> References: <6a8c7c837d63af2490d4298d1eb30ea5@khera.org> <20050406151151.GO22996@bestpractical.com> Message-ID: On Apr 6, 2005, at 11:11 AM, Jesse Vincent wrote: >> Has anyone else seen this? >> > > Yes. Search for Content-Encoding 8bit and 8-bit. It'll be fixed in > 3.2.4/3.4.2 > Any early patches/workaround available? Our customers are getting annoyed :-( 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 Anthony.Meo at btci.com Wed Apr 6 11:57:09 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Wed, 6 Apr 2005 11:57:09 -0400 Subject: [rt-users] SelectOwner Extremely slow Message-ID: I have been experiencing some staggering slow downs in RT. Specifically in the Ticket Search Build page and the New Ticket page. I did not experience this on our test server, but once into the production environment, this problem began to show. When SelectOwner Element is used, loading a new ticket page or Ticket Search Build can take upwards of 3 minutes. Commenting the line out that calls that element, knock the time down to 1 second or less. So this IS the culprit. There is no doubt. So using my nifty comment method I tracked the issue down to this particular area of the element. foreach my $object (@objects) { my $Users = RT::Users->new($session{CurrentUser} $Users->WhoHaveRight(Right => 'OwnTicket', Objec while (my $User = $Users->Next()) { $user_uniq_hash{$User->Id()} = $User; } This loop hangs up my system for minutes on end and effecting the multi-user environment, plus preventing searches I might add. So, anyone have any ideas on why such a heavy load and what can be done to fix it. I am using rt 3.4.0 Fedora FastCgi Perl 5.83 Oracle 10i 2ghz, 2 processor Pentium Zeon with 1gb ram Also table record counts: Users: 809 GROUPMEMBERS: 9400 GROUPS: 14731 -- This one seems very high since there are only 15 groups in my system aside from the regular CC, AdminCC roles etc... PRINCIPALS 15500 TICKETS: 3400 Any Ideas here? Thanks, -Anthony Anthony Meo -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Apr 6 12:00:39 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Apr 2005 12:00:39 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: References: <6a8c7c837d63af2490d4298d1eb30ea5@khera.org> <20050406151151.GO22996@bestpractical.com> Message-ID: <20050406160039.GR22996@bestpractical.com> > Any early patches/workaround available? Our customers are getting > annoyed :-( Er, yes. Documented in the thread. Nuke the hyphen. > Vivek Khera, Ph.D. > +1-301-869-4449 x806 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From tearl at cacdhh.org Wed Apr 6 12:04:34 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Wed, 06 Apr 2005 12:04:34 -0400 Subject: [rt-users] Time Based Query Message-ID: <1112803473.3508.102.camel@linux.cacdhh.org> Greetings to all, Maybe I'm having a rough day, but I can't seem to get a handle on a time based query. My statement ... Status = 'new' AND Created < '-1 days ago' AND Created > '-3 days ago' ... shows me all the tickets new created between a day and 3 days ago. If I change the days to hours, I think I should get all the tickets that are new between 1 hour and 3 hours ago, but I get nothing. What am I doing wrong here? Is there some documentation some place that explains this really well. I checked the wiki and its not real clear either. Thanks, Tom From bwspolarich at uscar.org Wed Apr 6 12:15:54 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Wed, 6 Apr 2005 12:15:54 -0400 Subject: [rt-users] New Permissions Errors w/ RT 3.4.0 Message-ID: <3AF76382C31760418AF0FBFD84F7140301C414F5@MI8NYCMAIL07.Mi8.com> I have been running RT 3.4.0 under RHEL3.0 for some time now without problems. Something has changed in the environment that is causing umask or permissions problems w/ Mason. E.g. Trying to request /rt/Admin/Queues/index.html: Results in: error: Couldn't create object file /opt/rt3/var/mason_data/obj/standard/Admin/Queues/index.html: Permission denied context: ... 313: { 314: if ($tries++ == 3) { 315: $self->_compilation_error( $source->friendly_name, "Could not load or recreate object file after 3 tries" ); 316: } 317: if ($objfilemod < $srcmod) { 318: $self->compiler->compile_to_file( file => $objfile, source => $source); 319: } 320: $comp = eval { $self->eval_object_code( object_file => $objfile ) }; 321: ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:317 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:68 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:275 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:353 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:899 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:824 /opt/rt3/bin/webmux.pl:132 -e:0 Here are the permissions on the Queues directory: d--------- 2 apache apache 4096 Apr 6 12:12 Queues If I fix the permissins (755) then things proceed, but as soon as Mason has to compile and create a new file the problem recurs. Suggestions? This was working fine not that long ago, but something has obviously changed. -bws -- Brian W. Spolarich ~ IT Consultant ~ USCAR ~ +1-248-223-9044 From jra at baylink.com Wed Apr 6 12:18:04 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 6 Apr 2005 12:18:04 -0400 Subject: [rt-users] Very slow query in RT 3.4.1 In-Reply-To: <20050406011956.GQ88171@snowcrash.tpb.net>; from Niels Bakker on Wed, Apr 06, 2005 at 03:19:56AM +0200 References: <20050405201716.EB2ED4D8193@diesel.bestpractical.com> <20050405163911.C15135@cgi.jachomes.com> <20050406011956.GQ88171@snowcrash.tpb.net> Message-ID: <20050406121804.C18697@cgi.jachomes.com> On Wed, Apr 06, 2005 at 03:19:56AM +0200, Niels Bakker wrote: > * jra at baylink.com (Jay R. Ashworth) [Tue 05 Apr 2005, 22:39 CEST]: > > I should think that DELETE CASCADE would be acceptable for users > > created from spam. Jesse? Russ? Steve? > > Please search the list archives before giving empty answers, Well, *thank you*, Neils. I enjoy being spanked in public. > RTx::Shredder can delete tickets and associated data from the db At least you provided some useful data with your self-importance. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From vivek at khera.org Wed Apr 6 12:19:53 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 6 Apr 2005 12:19:53 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <20050406160039.GR22996@bestpractical.com> References: <6a8c7c837d63af2490d4298d1eb30ea5@khera.org> <20050406151151.GO22996@bestpractical.com> <20050406160039.GR22996@bestpractical.com> Message-ID: <24fef42dd52cbda9700a8ee0e1c985cd@khera.org> On Apr 6, 2005, at 12:00 PM, Jesse Vincent wrote: >> Any early patches/workaround available? Our customers are getting >> annoyed :-( > > Er, yes. Documented in the thread. Nuke the hyphen. > I must be dense since I can't find any threads related to utf8 messages in the rt-users or rt-devel archives going back to february (not that they are easily searched, either). I found one thread related to utf-8 subject lines, though. Where should I be looking? 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 Wed Apr 6 12:21:15 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 6 Apr 2005 12:21:15 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <24fef42dd52cbda9700a8ee0e1c985cd@khera.org> References: <6a8c7c837d63af2490d4298d1eb30ea5@khera.org> <20050406151151.GO22996@bestpractical.com> <20050406160039.GR22996@bestpractical.com> <24fef42dd52cbda9700a8ee0e1c985cd@khera.org> Message-ID: On Apr 6, 2005, at 12:19 PM, Vivek Khera wrote: > I can't find any threads related to utf8 messages make that "8bit" not "utf8". mis-typed. 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 Wed Apr 6 12:21:32 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Apr 2005 12:21:32 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <24fef42dd52cbda9700a8ee0e1c985cd@khera.org> References: <6a8c7c837d63af2490d4298d1eb30ea5@khera.org> <20050406151151.GO22996@bestpractical.com> <20050406160039.GR22996@bestpractical.com> <24fef42dd52cbda9700a8ee0e1c985cd@khera.org> Message-ID: <20050406162132.GS22996@bestpractical.com> On Wed, Apr 06, 2005 at 12:19:53PM -0400, Vivek Khera wrote: > > On Apr 6, 2005, at 12:00 PM, Jesse Vincent wrote: > > >>Any early patches/workaround available? Our customers are getting > >>annoyed :-( > > > >Er, yes. Documented in the thread. Nuke the hyphen. > > > > I must be dense since I can't find any threads related to utf8 messages > in the rt-users or rt-devel archives going back to february (not that > they are easily searched, either). I found one thread related to utf-8 > subject lines, though. Sorry. My fault. I meant 8-bit/8bit, rather than utf-8/utf8. Jesse > Where should I be looking? > > Vivek Khera, Ph.D. > +1-301-869-4449 x806 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From list at triumph2005.com Wed Apr 6 12:21:59 2005 From: list at triumph2005.com (Chris Robinson) Date: Wed, 06 Apr 2005 17:21:59 +0100 Subject: [rt-users] RT version3.0.12 on debian linux basic scrips Message-ID: <42540CA7.3040508@triumph2005.com> Hi Is there any way to reset all scrips to default? When a user sends an email to the ticket, I want the email to also be sent to the owner (I think this is default behaviour)? Regards Chris From sturner at MIT.EDU Wed Apr 6 12:24:45 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 06 Apr 2005 12:24:45 -0400 Subject: [rt-users] SelectOwner Extremely slow In-Reply-To: Message-ID: <5.2.1.1.2.20050406122122.0207a738@po14.mit.edu> At Wednesday 4/6/2005 11:57 AM, Meo, Anthony wrote: >I have been experiencing some staggering slow downs in RT. Specifically >in the Ticket Search Build page and the New Ticket page. > >I did not experience this on our test server, but once into the production >environment, this problem began to show. When SelectOwner Element is >used, loading a new ticket page or Ticket Search Build can take upwards of >3 minutes. Commenting the line out that calls that element, knock the >time down to 1 second or less. So this IS the culprit. There is no doubt. There was some discussion of this on the list a month or so back - it seemed to me this had slowed down considerably in the 3.4 releases. Our solution has been to replace the drop-down list with a text input field. From a usability standpoint it seemed easier to type in part of a username than to pick from a very long list. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) sturner at mit.edu From ennis at mail.twcgb.net Wed Apr 6 12:24:55 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Wed, 6 Apr 2005 11:24:55 -0500 (CDT) Subject: [rt-users] ticket rejection email Message-ID: <200504061624.j36GOt122045@mail.twcgb.net> Thanks for the info, Sam. I've re-worked approvals according to the following URL from the Wiki: http://wiki.bestpractical.com/index.cgi?ApprovalCreation My approvals are now working great! I would recommend using this URL for creating approvals, it works great! Many thanks to the author. Uhmm, RT is a great ticketing system for my department, and it's both free as in speech and almost free as in beer! I was wondering, as a way to give something back to the RT community; if anyone would be interested in my writing up my experiences implementing approvals in RT? Ennis McCaffrey Time Warner Cable Digital Network Engineer 1001 West Kennedy Avenue PO Box 145 Kimberly, WI 54136 (920) 831-9220 Office (920) 378-0416 Cell Ennis at Mail.TWCGB.NET From jesse at bestpractical.com Wed Apr 6 12:29:13 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Apr 2005 12:29:13 -0400 Subject: [rt-users] SelectOwner Extremely slow In-Reply-To: <5.2.1.1.2.20050406122122.0207a738@po14.mit.edu> References: <5.2.1.1.2.20050406122122.0207a738@po14.mit.edu> Message-ID: <20050406162913.GT22996@bestpractical.com> > There was some discussion of this on the list a month or so back - it > seemed to me this had slowed down considerably in the 3.4 releases. And I thought that I'd committed a patch in the rc series that had improved it wildly. I'll go digging later, if nobody beats me to it. > Our > solution has been to replace the drop-down list with a text input field. > From a usability standpoint it seemed easier to type in part of a username > than to pick from a very long list. > > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > sturner at mit.edu > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From mose at ns.cune.edu Wed Apr 6 12:29:52 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Wed, 6 Apr 2005 11:29:52 -0500 (CDT) Subject: [rt-users] Time Based Query In-Reply-To: <1112803473.3508.102.camel@linux.cacdhh.org> Message-ID: On Wed, 6 Apr 2005, Thomas Earl wrote: > Status = 'new' AND Created < '-1 days ago' AND Created > '-3 days > ago' RT uses Time::ParseDate. The man page does not seem to indicate that you can use a negative number with ago. Besides, what does that mean? Doesn't 1 day ago mean yesterday and -1 day ago mean tomorrow? ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska Matthew 8:31-32 - The first mention of deviled ham in the Bible. From tearl at cacdhh.org Wed Apr 6 12:46:26 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Wed, 06 Apr 2005 12:46:26 -0400 Subject: NOW: Problem with rt-crontool WAS:Re: [rt-users] Time Based Query In-Reply-To: References: Message-ID: <1112805986.3508.109.camel@linux.cacdhh.org> Ok, maybe I'm trying to be too specific... Here is exactly what I'm trying to do and the output that I'm getting ... [rt-user at ns1 etc]$ /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "LastUpdated < '30 mins' AND Status != 'resolved' AND Status != 'rejected'" --action RT::Action::RecordComment --template 'Ignored Tickets' [Wed Apr 6 16:42:31 2005] [error]: error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:366) [Wed Apr 6 16:42:31 2005] [error]: error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:366) [Wed Apr 6 16:42:31 2005] [error]: error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:366) [Wed Apr 6 16:42:31 2005] [error]: error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:366) [Wed Apr 6 16:42:31 2005] [error]: error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:366) [Wed Apr 6 16:42:31 2005] [error]: error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:366) This query/command was taken right from the wiki so I would think that it should work... Any ideas? On Wed, 2005-04-06 at 12:29, Russell Mosemann wrote: > On Wed, 6 Apr 2005, Thomas Earl wrote: > > > Status = 'new' AND Created < '-1 days ago' AND Created > '-3 days > > ago' > > RT uses Time::ParseDate. The man page does not seem to indicate that you > can use a negative number with ago. Besides, what does that mean? > Doesn't 1 day ago mean yesterday and -1 day ago mean tomorrow? > > ---- > Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska > Matthew 8:31-32 - The first mention of deviled ham in the Bible. From mose at ns.cune.edu Wed Apr 6 13:00:51 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Wed, 6 Apr 2005 12:00:51 -0500 (CDT) Subject: NOW: Problem with rt-crontool WAS:Re: [rt-users] Time Based Query In-Reply-To: <1112805986.3508.109.camel@linux.cacdhh.org> Message-ID: On Wed, 6 Apr 2005, Thomas Earl wrote: > [rt-user at ns1 etc]$ /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL > --search-arg "LastUpdated < '30 mins' AND Status != 'resolved' AND > Status != 'rejected'" --action RT::Action::RecordComment --template > 'Ignored Tickets' > > [Wed Apr 6 16:42:31 2005] [error]: error: unexpected end of header Do you have a template named 'Ignored Tickets'? ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "God is real (unless declared integer)." From JoopvandeWege at mococo.nl Wed Apr 6 13:07:51 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 06 Apr 2005 19:07:51 +0200 Subject: [rt-users] Spell Checker addon? In-Reply-To: <20050406154705.4DF9B4D8179@diesel.bestpractical.com> References: <20050406154705.4DF9B4D8179@diesel.bestpractical.com> Message-ID: <20050406190641.096D.JOOPVANDEWEGE@mococo.nl> On Wed, 6 Apr 2005 11:47:05 -0400 (EDT) rt-users-request at lists.bestpractical.com wrote: > Greetings to all, > > Anyone know if there is a spell check addon for RT? > Please let me know and Thanks! > Tom I use Wboss+aspell-0.6x which integrates rather smoothly and works well. Joop -- Joop van de Wege From tearl at cacdhh.org Wed Apr 6 13:08:59 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Wed, 06 Apr 2005 13:08:59 -0400 Subject: NOW: Problem with rt-crontool WAS:Re: [rt-users] Time Based Query In-Reply-To: References: Message-ID: <1112807339.3451.1.camel@linux.cacdhh.org> I found the problem... It was in the template itself, I had a ] instead of a }. I need to slow down, damn deadlines... Thanks for your help and sorry for the false alarm... Tom On Wed, 2005-04-06 at 13:00, Russell Mosemann wrote: > On Wed, 6 Apr 2005, Thomas Earl wrote: > > > [rt-user at ns1 etc]$ /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL > > --search-arg "LastUpdated < '30 mins' AND Status != 'resolved' AND > > Status != 'rejected'" --action RT::Action::RecordComment --template > > 'Ignored Tickets' > > > > [Wed Apr 6 16:42:31 2005] [error]: error: unexpected end of header > > Do you have a template named 'Ignored Tickets'? > > ---- > Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska > "God is real (unless declared integer)." From Anthony.Meo at btci.com Wed Apr 6 13:13:31 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Wed, 6 Apr 2005 13:13:31 -0400 Subject: [rt-users] SelectOwner Extremely slow Message-ID: I did a diff on the SelectOwner in my version compared to the most current and here it is: Doesn't seem to be a fix here. Is there somewhere else I should look? Compare: (<)C:\Documents and Settings\meoa\My Documents\projects\dev\RT\Default Interface\html\Elements\SelectOwner (3282 bytes) with: (>)C:\Documents and Settings\meoa\Desktop\RT\rt\rt-3.4.1\html\Elements\SelectOwner (3305 bytes) 50d50 < 55d54 < 76a74,75 > > 80a80 > next if ($User->id == $RT::Nobody->id); # skip nobody here, so we can make them first later 85a86,89 > unshift(@users, $RT::Nobody); > > > Anthony Meo Partner Integration Engineer BT Conferencing, Inc. 25 Braintree Hill Park, Suite 200 Braintree, MA 02184 (p) 617.801.6636 (c) 617.429.9356 (f ) 617.801.6604 anthony.meo at btci.com www.btconferencing.com -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, April 06, 2005 12:29 PM To: Stephen Turner Cc: Meo, Anthony; rt-users Subject: Re: [rt-users] SelectOwner Extremely slow > There was some discussion of this on the list a month or so back - it > seemed to me this had slowed down considerably in the 3.4 releases. And I thought that I'd committed a patch in the rc series that had improved it wildly. I'll go digging later, if nobody beats me to it. > Our > solution has been to replace the drop-down list with a text input field. > From a usability standpoint it seemed easier to type in part of a username > than to pick from a very long list. > > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > sturner at mit.edu > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From Anthony.Meo at btci.com Wed Apr 6 13:26:00 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Wed, 6 Apr 2005 13:26:00 -0400 Subject: [rt-users] SelectOwner Extremely slow Message-ID: Ok, I found this patch in the archives -- if you search for subject below. Question is, can I apply this patch to rt-3.4.0. It seems like this is for a version prior since this quote from Jesse's Explanation "If folks see a speed boost without errors, it'll make it into 3.4.0." RT 3.4 / Postgres / Search UI performance Thanks, Anthony Meo -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Meo, Anthony Sent: Wednesday, April 06, 2005 1:14 PM To: Jesse Vincent; Stephen Turner Cc: rt-users Subject: RE: [rt-users] SelectOwner Extremely slow I did a diff on the SelectOwner in my version compared to the most current and here it is: Doesn't seem to be a fix here. Is there somewhere else I should look? Compare: (<)C:\Documents and Settings\meoa\My Documents\projects\dev\RT\Default Interface\html\Elements\SelectOwner (3282 bytes) with: (>)C:\Documents and Settings\meoa\Desktop\RT\rt\rt-3.4.1\html\Elements\SelectOwner (3305 bytes) 50d50 < 55d54 < 76a74,75 > > 80a80 > next if ($User->id == $RT::Nobody->id); # skip nobody here, so we can make them first later 85a86,89 > unshift(@users, $RT::Nobody); > > > -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, April 06, 2005 12:29 PM To: Stephen Turner Cc: Meo, Anthony; rt-users Subject: Re: [rt-users] SelectOwner Extremely slow > There was some discussion of this on the list a month or so back - it > seemed to me this had slowed down considerably in the 3.4 releases. And I thought that I'd committed a patch in the rc series that had improved it wildly. I'll go digging later, if nobody beats me to it. > Our > solution has been to replace the drop-down list with a text input field. > From a usability standpoint it seemed easier to type in part of a username > than to pick from a very long list. > > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > sturner at mit.edu > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Wed Apr 6 15:54:01 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Apr 2005 15:54:01 -0400 Subject: [rt-users] SelectOwner Extremely slow In-Reply-To: References: Message-ID: <20050406195401.GC22996@bestpractical.com> On Wed, Apr 06, 2005 at 01:26:00PM -0400, Meo, Anthony wrote: > Ok, > > I found this patch in the archives -- if you search for subject below. > Question is, can I apply this patch to rt-3.4.0. It seems like this is > for a version prior since this quote from Jesse's Explanation It sure looks like this patch exists in the current source already. Can you show us what queries RT is generating while in the SelectOwner widget? Jesse From ant at suave.net Wed Apr 6 15:59:20 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Wed, 6 Apr 2005 15:59:20 -0400 Subject: [rt-users] Authenticationless ticket view? Message-ID: <20050406195920.GA20476@suave.net> Is there a way to provide ticket viewing via a url that requires no user authentication? Basically we have an approval system and I want to be able to provide links to the tickets for anyone reading the notice to be able to view. -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Anything which does not kill me had best do enough damage to keep me from firing back! From subs-rt.users.bestpractical.com at rz.xs4all.nl Wed Apr 6 16:54:01 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Wed, 6 Apr 2005 22:54:01 +0200 Subject: [rt-users] Time Based Query In-Reply-To: <1112803473.3508.102.camel@linux.cacdhh.org> References: <1112803473.3508.102.camel@linux.cacdhh.org> Message-ID: <20050406205401.GE11521@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 06/04/05 12:04 -0400 - Thomas Earl: > Status = 'new' AND Created < '-1 days ago' AND Created > '-3 days >ago' > >... shows me all the tickets new created between a day and 3 days ago. >If I change the days to hours, I think I should get all the tickets that >are new between 1 hour and 3 hours ago, but I get nothing. I do the same quite regularly, but with a different syntax: Created < '-1 hour' AND Created > '-3 hour' Note that I have left out "ago" and use "hour" instead at "hours". - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCVExpHa9Q5nX8UPMRAs2cAJ0eLsCgEA80YHNxcbOG0JP2OcBiRQCg7440 XQLVsDa+9Lxr6LOZlcHHQCs= =7+em -----END PGP SIGNATURE----- From jasont at ceredigion.gov.uk Wed Apr 6 18:02:27 2005 From: jasont at ceredigion.gov.uk (Jason Taylor) Date: Wed, 6 Apr 2005 23:02:27 +0100 Subject: [rt-users] local, _Overlay or _Local not working. Message-ID: <20050406220150.9913A19819F@mail2.ceredigion.gov.uk> Hi, I'm trying to make a few local changes to my rt installation but my redefines don't seem to be working properly. For instance, /usr/local/rt3/lib/RT/Interface/Web_Local.pm: use strict; no warnings qw(redefine); sub WebExternalAutoInfo { my $user = shift; my %user_info; @data = `/usr/local/bin/lookupuser.pl $EmailAddress`; if (@data[1] ne "") { $user_info{'Name'} = $EmailAddress; $user_info{'Country'} = 'UK'; $user_info{'WorkPhone'} = @data[4]; $user_info{'MobilePhone'} = @data[6]; $user_info{'Comments'} = "Info sourced from Cardinet Phone Directory"; $user_info{'RealName'} = @data[0]; $user_info{'Address1'} = @data[3]; $user_info{'Gecos'} = @data[2]; }; return {%user_info}; }; Now I know that the _Local file is being processed as if I introduce errors into the file then the errors get listed when I restart apache. I know for sure that the routines are being called as I've peppered Log output all around the original calls and in my code. The original code is definitely called, but my overlay is not. I've tried all 3 methods for replacing the code and none of them seem to make any difference. When I edit the original Web.pm file with my code it works fine. Does anyone have any ideas as to what might be causing this? I'm running running the following versions of Perl/RT/mod_perl: apache-1.3.33_1 The extremely popular Apache http server. Very fast, very mod_perl-1.29_1 Embeds a Perl interpreter in the Apache server perl-5.8.5 Practical Extraction and Report Language rt-3.2.2 RT is an industrial-grade ticketing system written in Perl On FreeBSD 5.3. Installed from ports day before yesterday. My RT_SiteConfig.pm looks like: Set($DatabaseType,'Pg'); Set($WebFallbackToInternalAuth,1); Set($WebExternalAuto , 1); Set($WebExternalAuth , 1); Set($DatabaseHost,'cmsdbserver'); Set($DatabaseRTHost,'cmsdbserver'); Set($rtname , "ceredigion.gov.uk"); Set($Organization , "ceredigion.gov.uk"); Set($RTAddressRegexp , '^rt\@ceredigion.gov.uk$'); Set($CanonicalizeEmailAddressMatch , 'subdomain.ceredigion.gov.uk$'); Set($CanonicalizeEmailAddressReplace , 'ceredigion.gov.uk'); Set($CorrespondAddress , 'rt at rt.ceredigion.gov.uk'); Set($CommentAddress , 'rt-comment at rt.ceredigion.gov.uk'); 1; and my relevant Apache config is: PerlModule Apache::DBI #B PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I've had a good scan through the mailing lists and can't find anyone with similar problems. Thanks in advance for your help. If you require further info please shout. Jason. From ennis at mail.twcgb.net Wed Apr 6 18:36:50 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Wed, 6 Apr 2005 17:36:50 -0500 (CDT) Subject: [rt-users] How to reference a parent ticket Message-ID: <200504062236.j36Mao104752@mail.twcgb.net> RT Users: My RT setup is RT 3.4.1, with MySQL 4.1, on Fedora Core 3. I've successfully setup approvals, which turned out well. What I would like to do is the following: 1. Upon approval send an email to a select mailing list (This I can do using a custom Scrip and a cc list) 2. Include the origional request ticket's contents in this email. (I'm stumped) Does anyone have any suggestions? Thanks very much, Ennis McCaffrey Time Warner Cable Digital Network Engineer 1001 West Kennedy Avenue PO Box 145 Kimberly, WI 54136 (920) 831-9220 Office (920) 378-0416 Cell Ennis at Mail.TWCGB.NET From kris at ecominternational.com Wed Apr 6 19:13:17 2005 From: kris at ecominternational.com (Kris) Date: Thu, 7 Apr 2005 09:13:17 +1000 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <20050406162132.GS22996@bestpractical.com> Message-ID: <200504071119.j37BJHmj081590@mail.ecominternational.com> I too have been receiving emails from @yahoo.com , @sbcglobal.net and @earthlink.net saying that they are receiving blank replies. (RT 3.4.1) I could not find a thread related to fixing anything in the RT-User archive. Jesse / Vivek, do you have a direct URL to the fix ? Kris -----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, 7 April 2005 2:22 AM To: Vivek Khera Cc: RT users Subject: Re: [rt-users] Yahoo! Mail and utf-8 encoding? On Wed, Apr 06, 2005 at 12:19:53PM -0400, Vivek Khera wrote: > > On Apr 6, 2005, at 12:00 PM, Jesse Vincent wrote: > > >>Any early patches/workaround available? Our customers are getting > >>annoyed :-( > > > >Er, yes. Documented in the thread. Nuke the hyphen. > > > > I must be dense since I can't find any threads related to utf8 > messages in the rt-users or rt-devel archives going back to february > (not that they are easily searched, either). I found one thread > related to utf-8 subject lines, though. Sorry. My fault. I meant 8-bit/8bit, rather than utf-8/utf8. Jesse > Where should I be looking? > > Vivek Khera, Ph.D. > +1-301-869-4449 x806 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From todd at chaka.net Wed Apr 6 19:15:53 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 6 Apr 2005 19:15:53 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <200504071119.j37BJHmj081590@mail.ecominternational.com> References: <20050406162132.GS22996@bestpractical.com> <200504071119.j37BJHmj081590@mail.ecominternational.com> Message-ID: <20050406231553.GT19698@chaka.net> On Thu, Apr 07, 2005 at 09:13:17AM +1000, Kris wrote: > I too have been receiving emails from @yahoo.com , @sbcglobal.net and > @earthlink.net saying that they are receiving blank replies. (RT 3.4.1) > > I could not find a thread related to fixing anything in the RT-User archive. > > Jesse / Vivek, do you have a direct URL to the fix ? > > Kris > In file "/opt/rt3/lib/RT/Action/SendEmail.pm" at about line number 154, change '8-bit' to '8bit' and restart Apache. -Todd From martin.quinn at qi.com.au Wed Apr 6 19:49:17 2005 From: martin.quinn at qi.com.au (Martin Quinn) Date: Thu, 7 Apr 2005 09:49:17 +1000 Subject: [rt-users] Apache config using FastCGI on Solaris Message-ID: I have been following the RT walkthru as outlined by Amy Rich (@ Sun BigAdmin), and am at the stage of modifying the apache httpd.conf file so that RT's web interface will start. I have no idea where to start here, I've juggled the config around every which way I can think and still have no joy. Is there anyone out there who has a RT running on Solaris, and if so, could you please paste a snippet of the config so that I can see where I am going wrong. Desperately need help Regards, Martin Quinn From andrew at staff.esc.net.au Wed Apr 6 20:33:04 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Thu, 7 Apr 2005 10:03:04 +0930 Subject: [rt-users] Auto close a job Message-ID: <20050407003538.996AF61C265@sr-gw.esc.net.au> Hi People Is there anyway we can get a job to automatically close or delete itself when it becomes due? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 1462 bytes Desc: not available URL: From sak8 at eecs.cwru.edu Wed Apr 6 21:32:30 2005 From: sak8 at eecs.cwru.edu (Simon Kuhn) Date: Wed, 6 Apr 2005 21:32:30 -0400 Subject: [rt-users] Apache config using FastCGI on Solaris In-Reply-To: References: Message-ID: <311387c64ff1743ec5feb25f89cd176b@eecs.cwru.edu> Martin, I use RT-3.4.1 with FastCGI and Apache2 on Solaris. Alias /rt3/NoAuth/images /opt/rt3/share/html/NoAuth/images/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 7 AddHandler fastcgi-script fcgi ScriptAlias /rt3 /opt/rt3/bin/mason_handler.fcgi/ For some reason logins only worked as www.eecs.cwru.edu/rt3/ not www.eecs.cwru.edu/rt3. So I added this rather than figure out why: RewriteEngine on RewriteRule ^/rt3$ /rt3/ [R,L,NE] I don't have a virtualhost for RT, so those lines aren't enclosed in anything. -- Simon Kuhn UNIX Admin From rtb0y at yahoo.com Wed Apr 6 21:34:00 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Wed, 6 Apr 2005 18:34:00 -0700 (PDT) Subject: [rt-users] HELP: Today is my presentation but I don't know how to show resolve tickets. where can I find them? Message-ID: <20050407013400.33305.qmail@web42101.mail.yahoo.com> Hi, Errggh... How can I display the resolved tickets??? Today is my presentation and I think I missed the most important part of it.. please help meeeeeee..... Thank you very very much.. __________________________________ Do you Yahoo!? Yahoo! Personals - Better first dates. More second dates. http://personals.yahoo.com From mose at ns.cune.edu Wed Apr 6 21:42:08 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Wed, 6 Apr 2005 20:42:08 -0500 (CDT) Subject: [rt-users] HELP: Today is my presentation but I don't know how to show resolve tickets. where can I find them? In-Reply-To: <20050407013400.33305.qmail@web42101.mail.yahoo.com> Message-ID: On Wed, 6 Apr 2005, jay alvarez wrote: > Errggh... How can I display the resolved tickets??? > Today is my presentation and I think I missed the most > important part of it.. please help meeeeeee..... Tickets Status is resolved Add Search ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "If being a Christian were a crime, would there be enough evidence to convict you? Would there even be enough to call the cops?" - George Heider From rtb0y at yahoo.com Wed Apr 6 21:44:46 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Wed, 6 Apr 2005 18:44:46 -0700 (PDT) Subject: [rt-users] Errgggh... 1 more thing. How to delete too many tickets at once??? Message-ID: <20050407014446.98636.qmail@web42109.mail.yahoo.com> Hi, Our sms-to-email application created an infinite loop causing it to send to many email messages being fetched by rt. How can I quickly delete them without having to click the ticket, change the status to deleted and update the ticket. is there a batch operation for this??? Thanks a lot... __________________________________ Yahoo! Messenger Show us what our next emoticon should look like. Join the fun. http://www.advision.webevents.yahoo.com/emoticontest From seph at directionless.org Wed Apr 6 22:42:58 2005 From: seph at directionless.org (seph) Date: Wed, 06 Apr 2005 22:42:58 -0400 Subject: [rt-users] Re: Authenticationless ticket view? In-Reply-To: <20050406195920.GA20476@suave.net> (Anthony R. J. Ball's message of "Wed, 6 Apr 2005 15:59:20 -0400") References: <20050406195920.GA20476@suave.net> Message-ID: > Is there a way to provide ticket viewing via a url that requires > no user authentication? put the username and password into the URL? Use NoAuth? seph From spiv007 at gmail.com Thu Apr 7 00:40:02 2005 From: spiv007 at gmail.com (spiv007) Date: Thu, 7 Apr 2005 00:40:02 -0400 Subject: [rt-users] query Message-ID: what table can i query to see when a ticket for first taken? From andrew at staff.esc.net.au Thu Apr 7 01:49:27 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Thu, 7 Apr 2005 15:19:27 +0930 Subject: [rt-users] Reporting tools Message-ID: <20050407055200.BED8161C2BA@sr-gw.esc.net.au> Hi people I was wondering if there are any decent reporting tools for RT. Ive tried statistics3.tgz from the ftp, but it doest quite do what I need. I need to be able to do reports by owner as well as queues. And perhaps groups too. thanks Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 1582 bytes Desc: not available URL: From matthew.watson at staff.netspace.net.au Thu Apr 7 02:27:57 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Thu, 7 Apr 2005 16:27:57 +1000 Subject: [rt-users] Reporting tools Message-ID: <56F211C5E3F24F47B103EA1B253822BE461CCA@vic-cr-ex1.staff.netspace.net.au> Hi, I don't think there are really any reporting packages out there for RT that are really going to cover all the bases. We ended up just writing up some custom scripts (combination of RT API calls and straight SQL) to export various stats as csv, which is imported into a commercial stats system (which handles KPI's and all that rubbish :-) ). Not much help.. but that's how we do it :-) Regards, Matt. _____________________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Thursday, April 07, 2005 1:49 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Reporting tools Hi people I was wondering if there are any decent reporting tools for RT. Ive tried statistics3.tgz from the ftp, but it doest quite do what I need. I need to be able to do reports by owner as well as queues. And perhaps groups too. thanks Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au << File: ATT14776630.txt >> This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From subs-rt.users.bestpractical.com at rz.xs4all.nl Thu Apr 7 02:38:30 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Thu, 7 Apr 2005 08:38:30 +0200 Subject: [rt-users] Errgggh... 1 more thing. How to delete too many tickets at once??? In-Reply-To: <20050407014446.98636.qmail@web42109.mail.yahoo.com> References: <20050407014446.98636.qmail@web42109.mail.yahoo.com> Message-ID: <20050407063830.GA2554@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 06/04/05 18:44 -0700 - jay alvarez: > Our sms-to-email application created an infinite >loop causing it to send to many email messages being >fetched by rt. How can I quickly delete them without >having to click the ticket, change the status to [...] Do a search for those tickets (on the left hand side menu, use the search query builder) and then use the "Update multiple tickets" link on the rightbottomcorner. - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCVNVmHa9Q5nX8UPMRAo7BAKDCIQX/pOAfs3ElW1SGznBrfcM4JACfTvBm fr8V5/z1CfgpF7Q7kx6DCJk= =VkeA -----END PGP SIGNATURE----- From carl at xena.IPAustralia.gov.au Thu Apr 7 02:23:18 2005 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Thu, 07 Apr 2005 16:23:18 +1000 Subject: [rt-users] unchecking "Let this user be granted rights" hangs RT session Message-ID: <4254D1D6.5060909@xena.ipaustralia.gov.au> Afternoon All, We've got RT 3.4.1 (upgraded from 3.2.2) running on perl 5.8.4, MySQL 4.0.16 (compiled for linuxthreads), Apache 2 and Mod_perl2 under FreeBSD 4.9 on a dual P3/500 Xeon Dell. When I deselect "Let this user be granted rights" in the user configuration screen the httpd instance runs up to 75% CPU and does not return (well, doesn't return within about 10 minutes that I've let it run). One mysql thread sits at 7% at the same time. Everything else seems to run fine! Is anyone else seeing this? Carl. From tim-lists at bishnet.net Thu Apr 7 05:03:38 2005 From: tim-lists at bishnet.net (Tim Bishop) Date: Thu, 7 Apr 2005 10:03:38 +0100 Subject: [rt-users] Showing stalled tickets Message-ID: <20050407090338.GA38492@carrick.bishnet.net> I want to make stalled tickets show up in the "10 highest priority tickets I own" on the home screen, and when you click on a queue name under "Quick search". Both look like relatively simple changes in Elements/MyTickets and Elements/Quicksearch. But, I'd like to do this using something like the Callback stuff - since I'd prefer not to modify the RT code itself. Is this doable? Cheers, Tim. -- Tim Bishop http://www.bishnet.net/tim/ PGP Key: 0x5AE7D984 From rtb0y at yahoo.com Thu Apr 7 05:23:26 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Thu, 7 Apr 2005 02:23:26 -0700 (PDT) Subject: [rt-users] RT always tries authenticate me every time I click a link. Message-ID: <20050407092327.17554.qmail@web42108.mail.yahoo.com> Hi, I have a problem. Before, I only log in once at rt's login page. But now, for some reasons, whenever I click a link at the top left of RT, eg;RTFM, Preferences, Tickets, Tools, Configurations etc. rt always redirects me to its log-in page as if it did not remember my account the very first time I log into it. This is weird because I haven't experience it before. Sometimes I can access the link without being redirected to rt's login page, and unfortunately sometimes not. Do you have any idea why this is happening? Thanks a lot.. __________________________________ Yahoo! Messenger Show us what our next emoticon should look like. Join the fun. http://www.advision.webevents.yahoo.com/emoticontest From tim-lists at bishnet.net Thu Apr 7 05:31:21 2005 From: tim-lists at bishnet.net (Tim Bishop) Date: Thu, 7 Apr 2005 10:31:21 +0100 Subject: [rt-users] 10 newest unowned tickets... bug? Message-ID: <20050407093121.GB38492@carrick.bishnet.net> Can someone else confirm that this is correct: The 10 newest unowned tickets panel shows the 10 newest unowned tickets across all queues, but only those for queues which you have the right to see? Rather than the 10 newest unowned tickets on queues which you have the right to see. The latter seems more useful, to me. Cheers, Tim. -- Tim Bishop http://www.bishnet.net/tim/ PGP Key: 0x5AE7D984 From tearl at cacdhh.org Thu Apr 7 07:48:02 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Thu, 07 Apr 2005 07:48:02 -0400 Subject: [rt-users] RT and Nagios? Message-ID: <1112874482.3451.35.camel@linux.cacdhh.org> Greetings to all, Has anyone intergrated RT with Nagios? Doesn't seem like alot of intergration, but one thing that I'm trying to figure out is Nagios send out email for an alarm, but it will send on an DOWN and a UP. If I want those to be under the same ticket, how do I do that? Thanks, Tom From barnesaw at ucrwcu.rwc.uc.edu Thu Apr 7 08:13:49 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 07 Apr 2005 08:13:49 -0400 Subject: [rt-users] Showing stalled tickets In-Reply-To: <20050407090338.GA38492@carrick.bishnet.net> References: <20050407090338.GA38492@carrick.bishnet.net> Message-ID: <425523FD.1060209@ucrwcu.rwc.uc.edu> Tim Bishop wrote: >I want to make stalled tickets show up in the "10 highest priority >tickets I own" on the home screen, and when you click on a queue name >under "Quick search". > >Both look like relatively simple changes in Elements/MyTickets and >Elements/Quicksearch. But, I'd like to do this using something like the >Callback stuff - since I'd prefer not to modify the RT code itself. Is >this doable? > > Instead of modifying share/html/Elements/QuickSearch, copy it to local/html/Elements/QuickSearch and modify it there. The local copy will override the share copy and you haven't modified the code, really, as simply removing the local file will make RT revert to the original setup. DB -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From i.norton at lancaster.ac.uk Thu Apr 7 08:46:17 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Thu, 7 Apr 2005 13:46:17 +0100 Subject: [rt-users] RT and Nagios? Message-ID: <7F332A8009EE5D4CB62C87717A3498A10C79CE63@exchange-be1.lancs.ac.uk> Hi Tom, I did this about two years ago for our own requirements, but it wasn't and still isn't very pretty :) The approach that I took was as follows: Don't use the nagios email notification Write a perl module to read the nagios status information Write a perl module to query RT (Which you can probably do using the RT API) I only notify of the outage and not of the return to service. We don't want flapping hosts to spam the ticket We want our operations desk to investigate potential problems, check graphs etc. Use Nagios's comment field to store the ticket numbers for this host Use Nagios's host notification field to log if RT knows about the problem I have a note of my script algorithm : If nagios has been restarted in the last 30 mins, exit until things stabilise We did this because we were getting a flood of tickets after each restart. I think it's something to do with hard and soft states, but I can't remember now! Get a list of hosts that are up but have notification disabled. Is the ticket related to this host still open? No - enable notifications for this host Get a list of hosts that are down and notifications are enabled. For each host Is there a ticket open for this host? No - Track down the parent host that starts the outage Disable notifications for hosts from parent downwards Mail RT with the details Search RT to get the ticket number and log it as a nagios comment on the host. I'm using the host IP address to search RT and the email that goes to RT has a complete list of the hosts with IP address for searching. The code I have is based around our own network management system and doesn't rely entirely on nagios to build the host hierarchy, but I'm sure it could be done. If I was re-implementing the whole thing now, I'd probably use custom fields to store the IP addresses in the ticket and change the ticket injection to be direct via the RT API rather than doing things by email. Our eventual intention is to do this via SOAP from a central stats and status server that knows about all the nagios instances and hosts on each system, but that's probably some way off yet! Hope this helps you a little. Regards, Ian. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Earl Sent: 07 April 2005 12:48 To: Request Tracker Subject: [rt-users] RT and Nagios? Greetings to all, Has anyone intergrated RT with Nagios? Doesn't seem like alot of intergration, but one thing that I'm trying to figure out is Nagios send out email for an alarm, but it will send on an DOWN and a UP. If I want those to be under the same ticket, how do I do that? Thanks, Tom _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From mose at ns.cune.edu Thu Apr 7 08:47:50 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Thu, 7 Apr 2005 07:47:50 -0500 (CDT) Subject: [rt-users] 10 newest unowned tickets... bug? In-Reply-To: <20050407093121.GB38492@carrick.bishnet.net> Message-ID: On Thu, 7 Apr 2005, Tim Bishop wrote: > The 10 newest unowned tickets panel shows the 10 newest unowned tickets > across all queues, but only those for queues which you have the right to > see? but only for those queues for which you have the ShowTicket right. > Rather than the 10 newest unowned tickets on queues which you have the > right to see. That's basically what you said above. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Did you hear about the little devil who got run over by a lawn mower? He went to the local liquor store because he heard they retailed spirits." From mose at ns.cune.edu Thu Apr 7 08:54:42 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Thu, 7 Apr 2005 07:54:42 -0500 (CDT) Subject: [rt-users] Showing stalled tickets In-Reply-To: <20050407090338.GA38492@carrick.bishnet.net> Message-ID: On Thu, 7 Apr 2005, Tim Bishop wrote: > I want to make stalled tickets show up in the "10 highest priority > tickets I own" on the home screen, and when you click on a queue name > under "Quick search". They are easy changes. Copy rt3/share/html/Elements/MyRequests, MyTickets and Quicksearch to the local tree and everywhere it has Status = 'new' OR Status = 'open' change it to Status = 'new' OR Status = 'open' OR Status = 'stalled' ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Did you hear about the missionaries who went to witness to the cannibals? The missionaries gave them their first taste of religion." From tomas.olaj at usit.uio.no Thu Apr 7 08:55:41 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Thu, 7 Apr 2005 14:55:41 +0200 (CEST) Subject: [rt-users] Handling user sessions? In-Reply-To: <20050314200550.83EFA4D812E@diesel.bestpractical.com> References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> Message-ID: Hi, I notice that session data are stored locally under RT_PATH/var/session_data. But there's also an empty session table in the RT database (we use Postgres). In the future we need a system that can scale after need, and with failover. So we need: * database and webserver on different machines. * a webserver cluster solution Thus we need to find out how RT handles sessions data, so we can configure a cluster solution. * database cluster/replication The question may be; how can we change the default local file handling of sessions data to use the sessions table instead, so we can put more than 1 webserver in front as a failover solution? -- ________________________________________________________________________ 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 jesse at bestpractical.com Thu Apr 7 08:57:54 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Apr 2005 08:57:54 -0400 Subject: [rt-users] Handling user sessions? In-Reply-To: References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> Message-ID: <20050407125754.GG22996@bestpractical.com> On Thu, Apr 07, 2005 at 02:55:41PM +0200, Tomas A. P. Olaj wrote: > > Hi, > > I notice that session data are stored locally under > RT_PATH/var/session_data. But there's also an empty session table in the > RT database (we use Postgres). Have you set RT::WebSessionClass? These days, RT should be defaulting to sticking sessions in the database? Jesse From tomas.olaj at usit.uio.no Thu Apr 7 09:08:19 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Thu, 7 Apr 2005 15:08:19 +0200 (CEST) Subject: [rt-users] Cascade delete tool? In-Reply-To: <20050407092229.32E4F4D80E9@diesel.bestpractical.com> References: <20050407092229.32E4F4D80E9@diesel.bestpractical.com> Message-ID: Only a curious question. Just a short question if BP are working with a cascade deletion tool, for cleaning up users, queues, and so on. I like to keep things tidy. ;) -- ________________________________________________________________________ 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 jesse at bestpractical.com Thu Apr 7 09:11:44 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Apr 2005 09:11:44 -0400 Subject: [rt-users] RT administration tips Message-ID: <20050407131144.GH22996@bestpractical.com> Let's say that someone were writing a book about RT and that that book had a chapter on "Tips and Howtos for RT administrators." What would you want to see in that chapter? Please reply only to me, NOT to the list. (And yes, I promise to be a bit less cloak and dagger in the near future) Jesse -- From jesse at bestpractical.com Thu Apr 7 09:13:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Apr 2005 09:13:34 -0400 Subject: [rt-users] Cascade delete tool? In-Reply-To: References: <20050407092229.32E4F4D80E9@diesel.bestpractical.com> Message-ID: <20050407131334.GI22996@bestpractical.com> On Thu, Apr 07, 2005 at 03:08:19PM +0200, Tomas A. P. Olaj wrote: > > Only a curious question. > > Just a short question if BP are working with a cascade deletion tool, for > cleaning up users, queues, and so on. I like to keep things tidy. ;) Ruslan Zakirov's RTx::Shredder might be of interest to you. Jesse From ernest at afrinic.net Thu Apr 7 09:13:10 2005 From: ernest at afrinic.net (Ernest Byaruhanga) Date: Thu, 07 Apr 2005 15:13:10 +0200 Subject: [rt-users] error with rt web pages Message-ID: <425531E6.8020202@afrinic.net> hi RT users! I have a unique error with rt. the following garbage is returned when am tyring to open the pages, even after upgrading to rt3.4 from rt 3.0.10 pls advise what could have gone wrong rgds, ernest %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC %# %# %# (Except where explicitly superseded by other copyright notices) %# %# %# LICENSE: %# %# 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. %# %# You should have received a copy of the GNU General Public License %# along with this program; if not, write to the Free Software %# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA. %# %# %# CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not intended to limit the rights granted %# to you to modify and distribute this software under the terms of %# the GNU General Public License and is only of importance to you if %# you choose to contribute your changes and enhancements to the %# community by submitting them to Best Practical Solutions, LLC.) %# %# By intentionally submitting any modifications, corrections or %# derivatives to this work, or any other work intended for use with %# Request Tracker, to Best Practical Solutions, LLC, you confirm that %# you are the copyright holder for those contributions and you grant %# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, %# royalty-free, perpetual, license to use, copy, create derivative %# works based on those contributions, and sublicense and distribute %# those contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}} <& /Elements/Header, Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject) &> <& /Ticket/Elements/Tabs, Ticket => $TicketObj, current_tab => 'Ticket/Display.html?id='.$TicketObj->id, Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject) &> <& /Elements/ListActions, actions => \@Actions &> <& /Elements/TitleBoxStart, title => loc('Ticket metadata'), contentbg => '#ffffff' &> <& /Ticket/Elements/ShowSummary, Ticket => $TicketObj, Attachments => $attachments &> <& /Elements/TitleBoxEnd &> <& /Ticket/Elements/ShowHistory , Ticket => $TicketObj, Tickets => $Tickets, Collapsed => $ARGS{'Collapsed'}, ShowHeaders => $ARGS{'ShowHeaders'}, Attachments => $attachments, AttachmentContent => $attachment_content &> <%ARGS> $id => undef $Create => undef $ShowHeaders => 0 $Collapsed => undef $TicketObj => undef <%INIT> $m->comp('/Elements/Callback', _CallbackName => 'Initial', TicketObj => $TicketObj, ARGSRef => \%ARGS); my ($linkid, $message, $tid, @Actions, $Tickets); unless ($id || $TicketObj) { Abort('No ticket specified'); } if ($ARGS{'id'} eq 'new') { # {{{ Create a new ticket my $Queue = new RT::Queue($session{'CurrentUser'}); unless ($Queue->Load($ARGS{'Queue'})) { Abort('Queue not found'); } unless ($Queue->CurrentUserHasRight('CreateTicket')) { Abort('You have no permission to create tickets in that queue.'); } ($TicketObj, @Actions) = CreateTicket(Attachments => $session{'Attachments'}, %ARGS); delete $session{'Attachments'}; unless ($TicketObj->CurrentUserHasRight('ShowTicket')) { Abort("No permission to view newly created ticket #".$TicketObj->id."."); } # }}} } else { if (!$TicketObj) { $TicketObj = RT::Ticket->new($session{'CurrentUser'}); $TicketObj = LoadTicket($ARGS{'id'}); unless ($TicketObj->CurrentUserHasRight('ShowTicket')) { Abort("No permission to view ticket"); } } if (defined $ARGS{'Action'}) { if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold)$/) { my $action = $1; my ($res, $msg)=$TicketObj->$action(); push(@Actions, $msg); } } $ARGS{'UpdateContent'} =~ s/\r\n/\n/g if defined $ARGS{'UpdateContent'}; if ( $ARGS{'UpdateTimeWorked'} || $session{'Attachments'} || ( defined $ARGS{'UpdateContent'} && $ARGS{'UpdateContent'} ne '' && $ARGS{'UpdateContent'} ne "-- \n" . $session{'CurrentUser'}->UserObj->Signature )) { $ARGS{UpdateAttachments} = $session{'Attachments'}; ProcessUpdateMessage( ARGSRef => \%ARGS, Actions => \@Actions, TicketObj => $TicketObj ); delete $session{'Attachments'}; } #Process status updates my @BasicActions = ProcessTicketBasics(ARGSRef => \%ARGS, TicketObj=>$TicketObj); my @results = ProcessTicketLinks( TicketObj => $TicketObj, ARGSRef => \%ARGS); push (@Actions, @BasicActions, @results); } $m->comp('/Elements/Callback', _CallbackName => 'BeforeDisplay', TicketObj => \$TicketObj, Tickets => \$Tickets, ARGSRef => \%ARGS); my $attachments = $m->comp('Elements/FindAttachments', Ticket => $TicketObj, Tickets => $Tickets); my $attachment_content = $m->comp('Elements/LoadTextAttachments', Ticket => $TicketObj); -- Regards, Ernest From frank.marino at velocitawireless.com Thu Apr 7 09:22:49 2005 From: frank.marino at velocitawireless.com (Marino, Frank) Date: Thu, 7 Apr 2005 09:22:49 -0400 Subject: [rt-users] User Lookup on Ticket Create Message-ID: I know that this feature was asked for previously, but I was wondering if we could get an ETA on when the code might be released. > On Wed, Mar 02, 2005 at 02:39:36PM -0500, Damien Leri wrote: >> Has anyone made an interface allowing a web-based privileged user to, when on the create ticket page, enter a name and quickly > do a lookup on that name? I envision something in the spirit of "tab completion" so that the user confirms that they've entered > the name correctly. And more importantly: the user's custom data fields (student class, staff department) would be immediately > displayed right there on the page. > > We're actually doing an implementation of "Search for users" on the >Ticket Creation page for a customer this week, so expect to see it soon. > > Jesse Thanks, Frank From tomas.olaj at usit.uio.no Thu Apr 7 09:28:09 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Thu, 7 Apr 2005 15:28:09 +0200 (CEST) Subject: [rt-users] Handling user sessions? In-Reply-To: <20050407125754.GG22996@bestpractical.com> References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> <20050407125754.GG22996@bestpractical.com> Message-ID: On the marvelous Thu, 7 Apr 2005, Jesse Vincent wrote kindly to me ... > > I notice that session data are stored locally under > > RT_PATH/var/session_data. But there's also an empty session table in the > > RT database (we use Postgres). > > Have you set RT::WebSessionClass? These days, RT should be defaulting > to sticking sessions in the database? > > Jesse Thanks Jesse, In the RT_SiteConfig.pm I see that the following is set: Set($WebSessionClass , 'Apache::Session::File'); Should this be uncommented? The session table contains nothing, and session info are stored locally. -- ________________________________________________________________________ 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 mose at ns.cune.edu Thu Apr 7 09:37:10 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Thu, 7 Apr 2005 08:37:10 -0500 (CDT) Subject: [rt-users] error with rt web pages In-Reply-To: <425531E6.8020202@afrinic.net> Message-ID: On Thu, 7 Apr 2005, Ernest Byaruhanga wrote: > I have a unique error with rt. the following garbage is returned > when am tyring to open the pages, even after upgrading to rt3.4 > from rt 3.0.10 The "garbage" is the text content of index.html without being run through mason. The web server is simply displaying the file like an ordinary HTML document. Your Apache configuration is most likely not correct. Look at the examples in the README. Look at the Apache error log for additional information. You will need to restart Apache after you make any configuration changes. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Hut 1! Hut 2! Hut 3!" - Peter on the mountain top From tomas.olaj at usit.uio.no Thu Apr 7 09:38:04 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Thu, 7 Apr 2005 15:38:04 +0200 (CEST) Subject: [rt-users] Hard newlines in RT? In-Reply-To: <20050407125754.GG22996@bestpractical.com> References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> <20050407125754.GG22996@bestpractical.com> Message-ID: Hello once more, More strange questions from me; We notice that RT doesn't include hard newlines e.g. '\n' on messages sent out from RT. Many e-mail clients doesn't handle this "automagical" in presentation, like Windows e-mail clients do. I would guess that there is an internet standard (RFC) that recommends max. chars per lines too?! -- ________________________________________________________________________ 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 jesse at bestpractical.com Thu Apr 7 09:40:50 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Apr 2005 09:40:50 -0400 Subject: [rt-users] Hard newlines in RT? In-Reply-To: References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> <20050407125754.GG22996@bestpractical.com> Message-ID: <20050407134050.GK22996@bestpractical.com> On Thu, Apr 07, 2005 at 03:38:04PM +0200, Tomas A. P. Olaj wrote: > > Hello once more, > > More strange questions from me; > > We notice that RT doesn't include hard newlines e.g. '\n' on messages sent > out from RT. Many e-mail clients doesn't handle this "automagical" in > presentation, like Windows e-mail clients do. Again, this is somewhat a function of how you configure RT. Have a look in the config file to see if you've changed these defaults: # Default width: 72 Set($MessageBoxWidth , 72); # Default wrapping: "HARD" (choices "SOFT", "HARD") Set($MessageBoxWrap, "HARD"); > > I would guess that there is an internet standard (RFC) that recommends > max. chars per lines too?! > > -- > ________________________________________________________________________ > 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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Thu Apr 7 09:41:44 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Apr 2005 09:41:44 -0400 Subject: [rt-users] Handling user sessions? In-Reply-To: References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> <20050407125754.GG22996@bestpractical.com> Message-ID: <20050407134144.GL22996@bestpractical.com> > In the RT_SiteConfig.pm I see that the following is set: > Set($WebSessionClass , 'Apache::Session::File'); > > Should this be uncommented? The session table contains nothing, and > session info are stored locally. That sure looks like you've locally told RT not to use Postgres to store the sessions. You might want to talk to whomever did that. > > -- > ________________________________________________________________________ > Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso > University of Oslo / USIT (Center for Information Technology Services) > System- and Application Management / Applications Management Group > -- From tomas.olaj at usit.uio.no Thu Apr 7 09:55:20 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Thu, 7 Apr 2005 15:55:20 +0200 (CEST) Subject: [rt-users] Hard newlines in RT? In-Reply-To: <20050407134050.GK22996@bestpractical.com> References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> <20050407125754.GG22996@bestpractical.com> <20050407134050.GK22996@bestpractical.com> Message-ID: On the marvelous Thu, 7 Apr 2005, Jesse Vincent wrote kindly to me ... > Again, this is somewhat a function of how you configure RT. Have a look > in the config file to see if you've changed these defaults: > > # Default width: 72 > Set($MessageBoxWidth , 72); > > # Default wrapping: "HARD" (choices "SOFT", "HARD") > Set($MessageBoxWrap, "HARD"); You've right. I only responded on the behalf of our testers. My fault, not checking that thorougly. It comes clear to me that the "resolved"-template was written in a long sentence. That may be the explaination. -- ________________________________________________________________________ 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 sturner at MIT.EDU Thu Apr 7 09:55:30 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 07 Apr 2005 09:55:30 -0400 Subject: [rt-users] 10 newest unowned tickets... bug? In-Reply-To: References: <20050407093121.GB38492@carrick.bishnet.net> Message-ID: <5.2.1.1.2.20050407094646.01ff4878@po14.mit.edu> At Thursday 4/7/2005 08:47 AM, Russell Mosemann wrote: >On Thu, 7 Apr 2005, Tim Bishop wrote: > > > The 10 newest unowned tickets panel shows the 10 newest unowned tickets > > across all queues, but only those for queues which you have the right to > > see? > >but only for those queues for which you have the ShowTicket right. > > > Rather than the 10 newest unowned tickets on queues which you have the > > right to see. > >That's basically what you said above. It actually isn't - there's a subtle difference. What seems to happen is that the 10 newest unowned tickets system-wide are determined - then of those 10, you only get to see those you have rights for. This may only be 3 tickets. This is different from showing the 10 newest unowned tickets you have rights for. This one came up on the list a couple of months ago - unfortunately to get the second behavior there's a considerable performance hit. Steve From ernest at afrinic.net Thu Apr 7 10:09:00 2005 From: ernest at afrinic.net (Ernest Byaruhanga) Date: Thu, 07 Apr 2005 16:09:00 +0200 Subject: [rt-users] error with rt web pages In-Reply-To: References: Message-ID: <42553EFC.1010306@afrinic.net> hi Russel, Thank you for your reply. Russell Mosemann wrote: > On Thu, 7 Apr 2005, Ernest Byaruhanga wrote: > >> I have a unique error with rt. the following garbage is >> returned when am tyring to open the pages, even after >> upgrading to rt3.4 from rt 3.0.10 > > The "garbage" is the text content of index.html without being > run through mason. The web server is simply displaying the > file like an ordinary HTML document. Here is my virtual host definition: I run rt 3.4.1, mysql 4, perl 5.8.0 (i know shd be 5.8.3, but cant upgrade it yet) ServerName rt.abcdef.org DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 SSLEngine on ErrorLog logs/ssl_rt-error_log TransferLog logs/ssl_rt-access_log SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP SSLOptions +FakeBasicAuth +ExportCertData +CompatEnvVars +StrictRequire SSLOptions +StdEnvVars SSLOptions +StdEnvVars SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog logs/ssl_request_log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.abcdef.org.pem # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On #RewriteRule ^(.*)/$ $1/index.html [PT] # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason > Your Apache configuration is most likely not correct. Look at > the examples in the README. Look at the Apache error log for > additional information. You will need to restart Apache after > you make any configuration changes. - The rt login page opens very well - i can log in to rt and all tickets in all queues get listed - problem is when i click on a ticket to open it, or on a queue. - even when i click configuration, users, all users get listed. but when i click on the user to edit them, the garbage also comes. thank you very much for any help. regards, ernest From ant at suave.net Thu Apr 7 10:20:38 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Thu, 7 Apr 2005 10:20:38 -0400 Subject: [rt-users] Re: Authenticationless ticket view? In-Reply-To: References: <20050406195920.GA20476@suave.net> Message-ID: <20050407142038.GA8981@suave.net> Ideally I want to be able to go to the ticket view page with view only access... I want people to be able to do a special search to give them all the ticket subjects and links to the ticket, that they can copy and paste... I can probably do that with the advanced display setup... Hrm... yeah... user and pass can be passed to the ticket page... if I set up a simple view only user that should probably work... thanks. On Wed, Apr 06, 2005 at 10:42:58PM -0400, seph wrote: > > Is there a way to provide ticket viewing via a url that requires > > no user authentication? > > put the username and password into the URL? Use NoAuth? > > seph > ** CRM114 Whitelisted by: mit.edu ** > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= You can't step twice in the same river twice. From john at trdlnk.com Thu Apr 7 10:41:09 2005 From: john at trdlnk.com (John Giles) Date: Thu, 07 Apr 2005 09:41:09 -0500 Subject: [rt-users] List of Owners is over 1,000 after upgrade to v3.4.1 In-Reply-To: <005301c524fc$2e0cb370$52c593c3@tiger> References: <005301c524fc$2e0cb370$52c593c3@tiger> Message-ID: RT 3.4.1 MySQL v4 FastCGI Mandrake 10.1 I have just upgraded from v3.2.2 to v3.4.1 and it's working. But my list of Owners is displaying every user in the RT database. Probably around 1,000 users in the list. v3.2.2 only showed the Privileged Users as shown on the http://rt/Admin/Users/ page. Exactly 43 users. Is there a quick fix or do I need to go through every user settings and uncheck the "Let this user access RT" check box. Thanks John Giles john at trdlnk.com From afiglin at pictage.com Thu Apr 7 10:50:19 2005 From: afiglin at pictage.com (Anya Figlin) Date: Thu, 7 Apr 2005 07:50:19 -0700 Subject: [rt-users] RTx::Shredder question In-Reply-To: <20050407131344.771754D8159@diesel.bestpractical.com> Message-ID: <200504071450.j37EoJoi024305@gw3.pictage.com> Has anyone tested RTx::Shredder patches with RT 3.0.10? Thanks, -anya -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: Thursday, April 07, 2005 6:14 AM To: rt-users at lists.bestpractical.com Subject: RT-Users Digest, Vol 13, Issue 38 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. RT always tries authenticate me every time I click a link. (jay alvarez) 2. 10 newest unowned tickets... bug? (Tim Bishop) 3. RT and Nagios? (Thomas Earl) 4. Re: Showing stalled tickets (Drew Barnes) 5. RE: RT and Nagios? (Norton, Ian) 6. Re: 10 newest unowned tickets... bug? (Russell Mosemann) 7. Re: Showing stalled tickets (Russell Mosemann) 8. Handling user sessions? (Tomas A. P. Olaj) 9. Re: Handling user sessions? (Jesse Vincent) 10. Cascade delete tool? (Tomas A. P. Olaj) 11. RT administration tips (Jesse Vincent) 12. Re: Cascade delete tool? (Jesse Vincent) ---------------------------------------------------------------------- Message: 1 Date: Thu, 7 Apr 2005 02:23:26 -0700 (PDT) From: jay alvarez Subject: [rt-users] RT always tries authenticate me every time I click a link. To: rt-users at lists.bestpractical.com Message-ID: <20050407092327.17554.qmail at web42108.mail.yahoo.com> Content-Type: text/plain; charset=us-ascii Hi, I have a problem. Before, I only log in once at rt's login page. But now, for some reasons, whenever I click a link at the top left of RT, eg;RTFM, Preferences, Tickets, Tools, Configurations etc. rt always redirects me to its log-in page as if it did not remember my account the very first time I log into it. This is weird because I haven't experience it before. Sometimes I can access the link without being redirected to rt's login page, and unfortunately sometimes not. Do you have any idea why this is happening? Thanks a lot.. __________________________________ Yahoo! Messenger Show us what our next emoticon should look like. Join the fun. http://www.advision.webevents.yahoo.com/emoticontest ------------------------------ Message: 2 Date: Thu, 7 Apr 2005 10:31:21 +0100 From: Tim Bishop Subject: [rt-users] 10 newest unowned tickets... bug? To: rt-users at lists.bestpractical.com Message-ID: <20050407093121.GB38492 at carrick.bishnet.net> Content-Type: text/plain; charset=us-ascii Can someone else confirm that this is correct: The 10 newest unowned tickets panel shows the 10 newest unowned tickets across all queues, but only those for queues which you have the right to see? Rather than the 10 newest unowned tickets on queues which you have the right to see. The latter seems more useful, to me. Cheers, Tim. -- Tim Bishop http://www.bishnet.net/tim/ PGP Key: 0x5AE7D984 ------------------------------ Message: 3 Date: Thu, 07 Apr 2005 07:48:02 -0400 From: Thomas Earl Subject: [rt-users] RT and Nagios? To: Request Tracker Message-ID: <1112874482.3451.35.camel at linux.cacdhh.org> Content-Type: text/plain Greetings to all, Has anyone intergrated RT with Nagios? Doesn't seem like alot of intergration, but one thing that I'm trying to figure out is Nagios send out email for an alarm, but it will send on an DOWN and a UP. If I want those to be under the same ticket, how do I do that? Thanks, Tom ------------------------------ Message: 4 Date: Thu, 07 Apr 2005 08:13:49 -0400 From: Drew Barnes Subject: Re: [rt-users] Showing stalled tickets To: Tim Bishop Cc: rt-users at lists.bestpractical.com Message-ID: <425523FD.1060209 at ucrwcu.rwc.uc.edu> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Tim Bishop wrote: >I want to make stalled tickets show up in the "10 highest priority >tickets I own" on the home screen, and when you click on a queue name >under "Quick search". > >Both look like relatively simple changes in Elements/MyTickets and >Elements/Quicksearch. But, I'd like to do this using something like the >Callback stuff - since I'd prefer not to modify the RT code itself. Is >this doable? > > Instead of modifying share/html/Elements/QuickSearch, copy it to local/html/Elements/QuickSearch and modify it there. The local copy will override the share copy and you haven't modified the code, really, as simply removing the local file will make RT revert to the original setup. DB -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati ------------------------------ Message: 5 Date: Thu, 7 Apr 2005 13:46:17 +0100 From: "Norton, Ian" Subject: RE: [rt-users] RT and Nagios? To: "Thomas Earl" , "Request Tracker" Message-ID: <7F332A8009EE5D4CB62C87717A3498A10C79CE63 at exchange-be1.lancs.ac.uk> Content-Type: text/plain; charset="us-ascii" Hi Tom, I did this about two years ago for our own requirements, but it wasn't and still isn't very pretty :) The approach that I took was as follows: Don't use the nagios email notification Write a perl module to read the nagios status information Write a perl module to query RT (Which you can probably do using the RT API) I only notify of the outage and not of the return to service. We don't want flapping hosts to spam the ticket We want our operations desk to investigate potential problems, check graphs etc. Use Nagios's comment field to store the ticket numbers for this host Use Nagios's host notification field to log if RT knows about the problem I have a note of my script algorithm : If nagios has been restarted in the last 30 mins, exit until things stabilise We did this because we were getting a flood of tickets after each restart. I think it's something to do with hard and soft states, but I can't remember now! Get a list of hosts that are up but have notification disabled. Is the ticket related to this host still open? No - enable notifications for this host Get a list of hosts that are down and notifications are enabled. For each host Is there a ticket open for this host? No - Track down the parent host that starts the outage Disable notifications for hosts from parent downwards Mail RT with the details Search RT to get the ticket number and log it as a nagios comment on the host. I'm using the host IP address to search RT and the email that goes to RT has a complete list of the hosts with IP address for searching. The code I have is based around our own network management system and doesn't rely entirely on nagios to build the host hierarchy, but I'm sure it could be done. If I was re-implementing the whole thing now, I'd probably use custom fields to store the IP addresses in the ticket and change the ticket injection to be direct via the RT API rather than doing things by email. Our eventual intention is to do this via SOAP from a central stats and status server that knows about all the nagios instances and hosts on each system, but that's probably some way off yet! Hope this helps you a little. Regards, Ian. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Earl Sent: 07 April 2005 12:48 To: Request Tracker Subject: [rt-users] RT and Nagios? Greetings to all, Has anyone intergrated RT with Nagios? Doesn't seem like alot of intergration, but one thing that I'm trying to figure out is Nagios send out email for an alarm, but it will send on an DOWN and a UP. If I want those to be under the same ticket, how do I do that? Thanks, Tom _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com ------------------------------ Message: 6 Date: Thu, 7 Apr 2005 07:47:50 -0500 (CDT) From: Russell Mosemann Subject: Re: [rt-users] 10 newest unowned tickets... bug? To: Tim Bishop Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: TEXT/PLAIN; charset=US-ASCII On Thu, 7 Apr 2005, Tim Bishop wrote: > The 10 newest unowned tickets panel shows the 10 newest unowned tickets > across all queues, but only those for queues which you have the right to > see? but only for those queues for which you have the ShowTicket right. > Rather than the 10 newest unowned tickets on queues which you have the > right to see. That's basically what you said above. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Did you hear about the little devil who got run over by a lawn mower? He went to the local liquor store because he heard they retailed spirits." ------------------------------ Message: 7 Date: Thu, 7 Apr 2005 07:54:42 -0500 (CDT) From: Russell Mosemann Subject: Re: [rt-users] Showing stalled tickets To: Tim Bishop Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: TEXT/PLAIN; charset=US-ASCII On Thu, 7 Apr 2005, Tim Bishop wrote: > I want to make stalled tickets show up in the "10 highest priority > tickets I own" on the home screen, and when you click on a queue name > under "Quick search". They are easy changes. Copy rt3/share/html/Elements/MyRequests, MyTickets and Quicksearch to the local tree and everywhere it has Status = 'new' OR Status = 'open' change it to Status = 'new' OR Status = 'open' OR Status = 'stalled' ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Did you hear about the missionaries who went to witness to the cannibals? The missionaries gave them their first taste of religion." ------------------------------ Message: 8 Date: Thu, 7 Apr 2005 14:55:41 +0200 (CEST) From: "Tomas A. P. Olaj" Subject: [rt-users] Handling user sessions? To: rt-users at lists.bestpractical.com Message-ID: Content-Type: TEXT/PLAIN; charset=US-ASCII Hi, I notice that session data are stored locally under RT_PATH/var/session_data. But there's also an empty session table in the RT database (we use Postgres). In the future we need a system that can scale after need, and with failover. So we need: * database and webserver on different machines. * a webserver cluster solution Thus we need to find out how RT handles sessions data, so we can configure a cluster solution. * database cluster/replication The question may be; how can we change the default local file handling of sessions data to use the sessions table instead, so we can put more than 1 webserver in front as a failover solution? -- ________________________________________________________________________ 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 ------------------------------ Message: 9 Date: Thu, 7 Apr 2005 08:57:54 -0400 From: Jesse Vincent Subject: Re: [rt-users] Handling user sessions? To: "Tomas A. P. Olaj" Cc: rt-users at lists.bestpractical.com Message-ID: <20050407125754.GG22996 at bestpractical.com> Content-Type: text/plain; charset=us-ascii On Thu, Apr 07, 2005 at 02:55:41PM +0200, Tomas A. P. Olaj wrote: > > Hi, > > I notice that session data are stored locally under > RT_PATH/var/session_data. But there's also an empty session table in the > RT database (we use Postgres). Have you set RT::WebSessionClass? These days, RT should be defaulting to sticking sessions in the database? Jesse ------------------------------ Message: 10 Date: Thu, 7 Apr 2005 15:08:19 +0200 (CEST) From: "Tomas A. P. Olaj" Subject: [rt-users] Cascade delete tool? To: rt-users at lists.bestpractical.com Message-ID: Content-Type: TEXT/PLAIN; charset=US-ASCII Only a curious question. Just a short question if BP are working with a cascade deletion tool, for cleaning up users, queues, and so on. I like to keep things tidy. ;) -- ________________________________________________________________________ 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 ------------------------------ Message: 11 Date: Thu, 7 Apr 2005 09:11:44 -0400 From: Jesse Vincent Subject: [rt-users] RT administration tips To: rt-users at lists.bestpractical.com Message-ID: <20050407131144.GH22996 at bestpractical.com> Content-Type: text/plain; charset=us-ascii Let's say that someone were writing a book about RT and that that book had a chapter on "Tips and Howtos for RT administrators." What would you want to see in that chapter? Please reply only to me, NOT to the list. (And yes, I promise to be a bit less cloak and dagger in the near future) Jesse -- ------------------------------ Message: 12 Date: Thu, 7 Apr 2005 09:13:34 -0400 From: Jesse Vincent Subject: Re: [rt-users] Cascade delete tool? To: "Tomas A. P. Olaj" Cc: rt-users at lists.bestpractical.com Message-ID: <20050407131334.GI22996 at bestpractical.com> Content-Type: text/plain; charset=us-ascii On Thu, Apr 07, 2005 at 03:08:19PM +0200, Tomas A. P. Olaj wrote: > > Only a curious question. > > Just a short question if BP are working with a cascade deletion tool, for > cleaning up users, queues, and so on. I like to keep things tidy. ;) Ruslan Zakirov's RTx::Shredder might be of interest to you. Jesse ------------------------------ _______________________________________________ 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 13, Issue 38 **************************************** From cpwe at deakin.edu.au Thu Apr 7 11:23:46 2005 From: cpwe at deakin.edu.au (Christopher Welsh) Date: Fri, 08 Apr 2005 01:23:46 +1000 Subject: [rt-users] Logo and RTFM on self serve not working Message-ID: <42555082.7050603@deakin.edu.au> Hi, I have some dumb questions. I have a demo tomorrow but am stuck on the following using RT3.2.2 1. I change the best practical logo as per the wiki, but I get a broken image. To try find out why it breaks, I then rename my sjclogo.gif to be every instance of bplogo.gif to see if the new logo works, but only get a broken image. Is there something wrong with my logo image, I have tried two and they work on other web pages? Any ideas. I have changed ownership to be the same and permissions to. 2. How do I get the RTFM to be visible to non priv users in SelfService? All my privlaged users get it. Pls , if you can, Specific example will help my tired mind. Chris -------------- next part -------------- A non-text attachment was scrubbed... Name: cpwe.vcf Type: text/x-vcard Size: 268 bytes Desc: not available URL: From john.stoffel at taec.toshiba.com Thu Apr 7 11:31:27 2005 From: john.stoffel at taec.toshiba.com (John Stoffel) Date: Thu, 7 Apr 2005 11:31:27 -0400 Subject: [rt-users] Reporting tools In-Reply-To: <20050407055200.BED8161C2BA@sr-gw.esc.net.au> References: <20050407055200.BED8161C2BA@sr-gw.esc.net.au> Message-ID: <16981.21071.770208.796040@sekrit.taec.toshiba.com> Andrew> I was wondering if there are any decent reporting tools for Andrew> RT. Ive tried statistics3.tgz from the ftp, but it doest quite Andrew> do what I need. I need to be able to do reports by owner as Andrew> well as queues. And perhaps groups too. I'm also looking into a reporting tool, but I'm still fighting with statistics 0.1.5 and my RT 3.2.2 installation. I can now get the basic table stats, but it hangs when I try to generate graphs. The README is pretty skimpy on where it expects to put the generated images and what permissions you need in there... John From jesse at bestpractical.com Thu Apr 7 11:33:48 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Apr 2005 11:33:48 -0400 Subject: [rt-users] List of Owners is over 1,000 after upgrade to v3.4.1 In-Reply-To: References: <005301c524fc$2e0cb370$52c593c3@tiger> Message-ID: <20050407153348.GW22996@bestpractical.com> On Thu, Apr 07, 2005 at 09:41:09AM -0500, John Giles wrote: > > RT 3.4.1 > MySQL v4 > FastCGI > Mandrake 10.1 > > I have just upgraded from v3.2.2 to v3.4.1 and it's working. > > But my list of Owners is displaying every user in the RT database. > Probably around 1,000 users in the list. > > v3.2.2 only showed the Privileged Users as shown on the > http://rt/Admin/Users/ page. Exactly 43 users. > > Is there a quick fix or do I need to go through every user settings > and uncheck the "Let this user access RT" check box. Perhaps you've granted "Everyone" the right to "OwnTicket" > > Thanks > > John Giles > john at trdlnk.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From barnesaw at ucrwcu.rwc.uc.edu Thu Apr 7 11:45:42 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 07 Apr 2005 11:45:42 -0400 Subject: [rt-users] Reporting tools In-Reply-To: <16981.21071.770208.796040@sekrit.taec.toshiba.com> References: <20050407055200.BED8161C2BA@sr-gw.esc.net.au> <16981.21071.770208.796040@sekrit.taec.toshiba.com> Message-ID: <425555A6.3000202@ucrwcu.rwc.uc.edu> John Stoffel wrote: >Andrew> I was wondering if there are any decent reporting tools for >Andrew> RT. Ive tried statistics3.tgz from the ftp, but it doest quite >Andrew> do what I need. I need to be able to do reports by owner as >Andrew> well as queues. And perhaps groups too. > >I'm also looking into a reporting tool, but I'm still fighting with >statistics 0.1.5 and my RT 3.2.2 installation. I can now get the >basic table stats, but it hangs when I try to generate graphs. > > If your are getting problems with the graphs showing as broken images, I too ran across this. I think a downgrade on GD::Graph may fix this, although I never went back to check this. Check the date that statistics was built and get a version of GD::Graph from that time period to check this out. DB -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From ben at atomicmatrix.net Thu Apr 7 11:46:26 2005 From: ben at atomicmatrix.net (ben at atomicmatrix.net) Date: Thu, 7 Apr 2005 11:46:26 -0400 Subject: [rt-users] Handling of text attachments; launch external app? Message-ID: <20050407154630.E35094D8197@diesel.bestpractical.com> We recently upgraded from RT 3.0.10 (perl 5.6.1) to 3.2.3 (perl 5.8.5). I have a user who's stating that the old installation handled "*.log" text attachments differently. Specifically, when clicking on the attachment in the past, his application defined for .log files would open the attachment. Now it just opens in a browser window. He has to right-click save then open the resulting file. I realize this may be more appropriate or RFC behavior or something, but is there a way to get it to work the old way? Thanks! -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at trdlnk.com Thu Apr 7 11:46:35 2005 From: john at trdlnk.com (John Giles) Date: Thu, 07 Apr 2005 10:46:35 -0500 Subject: [rt-users] List of Owners is over 1,000 after upgrade to v3.4.1 In-Reply-To: <20050407153348.GW22996@bestpractical.com> References: <005301c524fc$2e0cb370$52c593c3@tiger> <20050407153348.GW22996@bestpractical.com> Message-ID: Yes that limits the list. Thank you John On Thu, 7 Apr 2005 11:33:48 -0400, Jesse Vincent wrote: > > Perhaps you've granted "Everyone" the right to "OwnTicket" > > > On Thu, Apr 07, 2005 at 09:41:09AM -0500, John Giles wrote: >> >> RT 3.4.1 >> MySQL v4 >> FastCGI >> Mandrake 10.1 >> >> I have just upgraded from v3.2.2 to v3.4.1 and it's working. >> >> But my list of Owners is displaying every user in the RT database. >> Probably around 1,000 users in the list. >> >> v3.2.2 only showed the Privileged Users as shown on the >> http://rt/Admin/Users/ page. Exactly 43 users. >> >> Is there a quick fix or do I need to go through every user settings >> and uncheck the "Let this user access RT" check box. > > Perhaps you've granted "Everyone" the right to "OwnTicket" > >> >> Thanks >> >> John Giles >> john at trdlnk.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! >> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com >> for details. >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > From john.stoffel at taec.toshiba.com Thu Apr 7 11:52:03 2005 From: john.stoffel at taec.toshiba.com (John Stoffel) Date: Thu, 7 Apr 2005 11:52:03 -0400 Subject: [rt-users] Reporting tools In-Reply-To: <425555A6.3000202@ucrwcu.rwc.uc.edu> References: <20050407055200.BED8161C2BA@sr-gw.esc.net.au> <16981.21071.770208.796040@sekrit.taec.toshiba.com> <425555A6.3000202@ucrwcu.rwc.uc.edu> Message-ID: <16981.22307.866430.52650@sekrit.taec.toshiba.com> Drew> If your are getting problems with the graphs showing as broken Drew> images, I too ran across this. I think a downgrade on GD::Graph Drew> may fix this, although I never went back to check this. Check Drew> the date that statistics was built and get a version of Drew> GD::Graph from that time period to check this out. I'm using version 1.43 of GD::Graph, which one are you using? perl -e 'use GD::Graph; print "v: $GD::Graph::VERSION\n";' v: 1.43 >From the looks of it, my apache httpd process gets stuck with tons and tons of: futex(0x9cfc738, FUTEX_WAIT, 2, NULL) = -1 EAGAIN (Resource temporarily unavailable) futex(0x9cfc738, FUTEX_WAIT, 2, NULL) = -1 EAGAIN (Resource temporarily unavailable) Errors. I can kill if off without a problem, but it's annoying that it does happen. I'm running RHEL v3.0 Workstation, perl 5.8.5, apache 2.0.46, mod_perl 1.99_12-2.1 (from a RPM). Thanks, John From barnesaw at ucrwcu.rwc.uc.edu Thu Apr 7 12:05:09 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 07 Apr 2005 12:05:09 -0400 Subject: [rt-users] Reporting tools In-Reply-To: <16981.22307.866430.52650@sekrit.taec.toshiba.com> References: <20050407055200.BED8161C2BA@sr-gw.esc.net.au> <16981.21071.770208.796040@sekrit.taec.toshiba.com> <425555A6.3000202@ucrwcu.rwc.uc.edu> <16981.22307.866430.52650@sekrit.taec.toshiba.com> Message-ID: <42555A35.6060204@ucrwcu.rwc.uc.edu> John Stoffel wrote: >Drew> If your are getting problems with the graphs showing as broken >Drew> images, I too ran across this. I think a downgrade on GD::Graph >Drew> may fix this, although I never went back to check this. Check >Drew> the date that statistics was built and get a version of >Drew> GD::Graph from that time period to check this out. > >I'm using version 1.43 of GD::Graph, which one are you using? > > perl -e 'use GD::Graph; print "v: $GD::Graph::VERSION\n";' > v: 1.43 > > When I was testing this all out, I tried to trace back and find what was causing the broken images, but gave up as the production deadline approached and stripped the graphs out. I've never really gone back to investigate if this actually was the problem. The version installed is 1.43, though. >From the looks of it, my apache httpd process gets stuck with tons and >tons of: > >futex(0x9cfc738, FUTEX_WAIT, 2, NULL) = -1 EAGAIN (Resource temporarily unavailable) >futex(0x9cfc738, FUTEX_WAIT, 2, NULL) = -1 EAGAIN (Resource temporarily unavailable) > >Errors. I can kill if off without a problem, but it's annoying that >it does happen. > >I'm running RHEL v3.0 Workstation, perl 5.8.5, apache 2.0.46, mod_perl >1.99_12-2.1 (from a RPM). > > Production: Fedora 2, perl 5.8.3, apache 2.0.51, mod_perl 1.99_12-2.1. Same setup for my test instance, except with RT 3.2.3 instead of 3.2.2. DB -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jra at baylink.com Thu Apr 7 12:37:07 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 7 Apr 2005 12:37:07 -0400 Subject: [rt-users] RT always tries authenticate me every time I click a link. In-Reply-To: <20050407092327.17554.qmail@web42108.mail.yahoo.com>; from jay alvarez on Thu, Apr 07, 2005 at 02:23:26AM -0700 References: <20050407092327.17554.qmail@web42108.mail.yahoo.com> Message-ID: <20050407123707.C13597@cgi.jachomes.com> On Thu, Apr 07, 2005 at 02:23:26AM -0700, jay alvarez wrote: > I have a problem. Before, I only log in once at rt's > login page. But now, for some reasons, whenever I > click a link at the top left of RT, eg;RTFM, > Preferences, Tickets, Tools, Configurations etc. rt > always redirects me to its log-in page as if it did > not remember my account the very first time I log into > it. Right up until you said: > This is weird because I haven't experience it > before. Sometimes I can access the link without being > redirected to rt's login page, and unfortunately > sometimes not. I was going to say "this sounds like the usual cookie problem on your web browser"... but now I'm not so sure. I'd go kill whatever cookies you can find for the RT instance's URL anyway, and see if that helps: do you get this on more than one browser? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From vivek at khera.org Thu Apr 7 12:37:22 2005 From: vivek at khera.org (Vivek Khera) Date: Thu, 7 Apr 2005 12:37:22 -0400 Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <200504071119.j37BJHmj081590@mail.ecominternational.com> References: <200504071119.j37BJHmj081590@mail.ecominternational.com> Message-ID: <577cbafb574aa484d78938ed5332698b@khera.org> On Apr 6, 2005, at 7:13 PM, Kris wrote: > I too have been receiving emails from @yahoo.com , @sbcglobal.net and > @earthlink.net saying that they are receiving blank replies. (RT 3.4.1) > I'm still perplexed as to where I was expected to search for this fix, as nothing was obvious in either the rt-users or rt-devel mailing lists for the last three months. I'm at a loss as to where to find said patch. 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 jra at baylink.com Thu Apr 7 12:39:46 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 7 Apr 2005 12:39:46 -0400 Subject: [rt-users] RT and Nagios? In-Reply-To: <7F332A8009EE5D4CB62C87717A3498A10C79CE63@exchange-be1.lancs.ac.uk>; from "Norton, Ian" on Thu, Apr 07, 2005 at 01:46:17PM +0100 References: <7F332A8009EE5D4CB62C87717A3498A10C79CE63@exchange-be1.lancs.ac.uk> Message-ID: <20050407123946.D13597@cgi.jachomes.com> On Thu, Apr 07, 2005 at 01:46:17PM +0100, Norton, Ian wrote: > I'm using the host IP address to search RT and the email that goes to > RT has a complete list of the hosts with IP address for searching. > > The code I have is based around our own network management system and > doesn't rely entirely on nagios to build the host hierarchy, but I'm > sure it could be done. > > If I was re-implementing the whole thing now, I'd probably use custom > fields to store the IP addresses in the ticket and change the ticket > injection to be direct via the RT API rather than doing things by > email. Our eventual intention is to do this via SOAP from a central > stats and status server that knows about all the nagios instances and > hosts on each system, but that's probably some way off yet! I have an inkling that this ought to tie back in through Todd's Asset Tracker -- being able to see a history for an asset while I'm writing a ticket is one of the things *I* most need. I want to see both the tickets that have been tied to that asset, and the nagios history of it. I haven't loaded Todd's package, yet; just looked at his demo; so I'm not sure how close to that it gets yet. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Thu Apr 7 12:41:56 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 7 Apr 2005 12:41:56 -0400 Subject: [rt-users] Hard newlines in RT? In-Reply-To: ; from "Tomas A. P. Olaj" on Thu, Apr 07, 2005 at 03:38:04PM +0200 References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> <20050407125754.GG22996@bestpractical.com> Message-ID: <20050407124156.E13597@cgi.jachomes.com> On Thu, Apr 07, 2005 at 03:38:04PM +0200, Tomas A. P. Olaj wrote: > I would guess that there is an internet standard (RFC) that recommends > max. chars per lines too?! RFC 2822 (the mail standard that replaced 822, and to which mailgate ought to conform) recommends that lines hard-wrap at 78 characters, and requires that they do so before (I think it's) 998 characters. On the network, that's with a *network* EOL (CRLF), though it's usually represented differently internally depending on your platform. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Thu Apr 7 12:43:09 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 7 Apr 2005 12:43:09 -0400 Subject: [rt-users] Hard newlines in RT? In-Reply-To: ; from "Tomas A. P. Olaj" on Thu, Apr 07, 2005 at 03:55:20PM +0200 References: <20050314200550.83EFA4D812E@diesel.bestpractical.com> <20050407125754.GG22996@bestpractical.com> <20050407134050.GK22996@bestpractical.com> Message-ID: <20050407124309.F13597@cgi.jachomes.com> On Thu, Apr 07, 2005 at 03:55:20PM +0200, Tomas A. P. Olaj wrote: > On the marvelous Thu, 7 Apr 2005, Jesse Vincent wrote kindly to me ... > > Again, this is somewhat a function of how you configure RT. Have a look > > in the config file to see if you've changed these defaults: > > > > # Default width: 72 > > Set($MessageBoxWidth , 72); > > > > # Default wrapping: "HARD" (choices "SOFT", "HARD") > > Set($MessageBoxWrap, "HARD"); > > You've right. I only responded on the behalf of our testers. My fault, not > checking that thorougly. > > It comes clear to me that the "resolved"-template was written in a long > sentence. That may be the explaination. That raises a good, if possibly obvious point, Jesse. Those parameters, I assume from their names, are *not* applied to templates, right? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Thu Apr 7 12:44:34 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 7 Apr 2005 12:44:34 -0400 Subject: [rt-users] error with rt web pages In-Reply-To: <42553EFC.1010306@afrinic.net>; from Ernest Byaruhanga on Thu, Apr 07, 2005 at 04:09:00PM +0200 References: <42553EFC.1010306@afrinic.net> Message-ID: <20050407124434.G13597@cgi.jachomes.com> On Thu, Apr 07, 2005 at 04:09:00PM +0200, Ernest Byaruhanga wrote: > Here is my virtual host definition: I run rt 3.4.1, mysql 4, perl > 5.8.0 (i know shd be 5.8.3, but cant upgrade it yet) > > > ServerName rt.abcdef.org > DocumentRoot /usr/local/rt3/share/html > AddDefaultCharset UTF-8 > SSLEngine on > ErrorLog logs/ssl_rt-error_log > TransferLog logs/ssl_rt-access_log FWIW, you might find life easier if you got it working on the non-SSL side first, if you have not already. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From mose at ns.cune.edu Thu Apr 7 13:41:01 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Thu, 7 Apr 2005 12:41:01 -0500 (CDT) Subject: [rt-users] Yahoo! Mail and utf-8 encoding? In-Reply-To: <577cbafb574aa484d78938ed5332698b@khera.org> Message-ID: On Thu, 7 Apr 2005, Vivek Khera wrote: > I'm at a loss as to where to find said patch. In the middle of March was a series of messages with the title "RT Emails in Pine". ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "A penny saved is a penny earned." "Penny wise, pound foolish." From mose at ns.cune.edu Thu Apr 7 13:45:20 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Thu, 7 Apr 2005 12:45:20 -0500 (CDT) Subject: [rt-users] error with rt web pages In-Reply-To: <42553EFC.1010306@afrinic.net> Message-ID: I didn't notice any obvious problems with the Apache configuration. On Thu, 7 Apr 2005, Ernest Byaruhanga wrote: > > Look at the Apache error log for additional information. You never said if there were errors in the Apache error log. Turn on debugging in RT (if not already on) and see if there are errors, as well. These are standard things to do before you do anything else when you administer a web server. > - The rt login page opens very well > - i can log in to rt and all tickets in all queues get listed > - problem is when i click on a ticket to open it, or on a queue. > - even when i click configuration, users, all users get listed. > but when i click on the user to edit them, the garbage also > comes. The information above would have been helpful in the first message you sent. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "The early bird gets the worm." "The second mouse gets the cheese." From todd at chaka.net Thu Apr 7 13:58:45 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 7 Apr 2005 13:58:45 -0400 Subject: [rt-users] RT and Nagios? In-Reply-To: <20050407123946.D13597@cgi.jachomes.com> References: <7F332A8009EE5D4CB62C87717A3498A10C79CE63@exchange-be1.lancs.ac.uk> <20050407123946.D13597@cgi.jachomes.com> Message-ID: <20050407175845.GZ19698@chaka.net> On Thu, Apr 07, 2005 at 12:39:46PM -0400, Jay R. Ashworth wrote: > On Thu, Apr 07, 2005 at 01:46:17PM +0100, Norton, Ian wrote: > > I'm using the host IP address to search RT and the email that goes to > > RT has a complete list of the hosts with IP address for searching. > > > > The code I have is based around our own network management system and > > doesn't rely entirely on nagios to build the host hierarchy, but I'm > > sure it could be done. > > > > If I was re-implementing the whole thing now, I'd probably use custom > > fields to store the IP addresses in the ticket and change the ticket > > injection to be direct via the RT API rather than doing things by > > email. Our eventual intention is to do this via SOAP from a central > > stats and status server that knows about all the nagios instances and > > hosts on each system, but that's probably some way off yet! > > I have an inkling that this ought to tie back in through Todd's Asset > Tracker -- being able to see a history for an asset while I'm writing a > ticket is one of the things *I* most need. I want to see both the > tickets that have been tied to that asset, and the nagios history of > it. I haven't loaded Todd's package, yet; just looked at his demo; so > I'm not sure how close to that it gets yet. > Asset history will need to be improved soon after AT goes 1.0. Unlike most tickets, assets have a very long life and will thus have a long history. I want the history display to default to most recent items first, to be able to page X history transactions per page, and to filter to only look at certain types of transactions. -Todd From jra at baylink.com Thu Apr 7 14:59:18 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 7 Apr 2005 14:59:18 -0400 Subject: [rt-users] RT and Nagios? In-Reply-To: <20050407175845.GZ19698@chaka.net>; from Todd Chapman on Thu, Apr 07, 2005 at 01:58:45PM -0400 References: <7F332A8009EE5D4CB62C87717A3498A10C79CE63@exchange-be1.lancs.ac.uk> <20050407123946.D13597@cgi.jachomes.com> <20050407175845.GZ19698@chaka.net> Message-ID: <20050407145918.C29981@cgi.jachomes.com> On Thu, Apr 07, 2005 at 01:58:45PM -0400, Todd Chapman wrote: > > I have an inkling that this ought to tie back in through Todd's Asset > > Tracker -- being able to see a history for an asset while I'm writing a > > ticket is one of the things *I* most need. I want to see both the > > tickets that have been tied to that asset, and the nagios history of > > it. I haven't loaded Todd's package, yet; just looked at his demo; so > > I'm not sure how close to that it gets yet. > > Asset history will need to be improved soon after AT goes 1.0. Unlike > most tickets, assets have a very long life and will thus have a long > history. I want the history display to default to most recent items > first, to be able to page X history transactions per page, and to > filter to only look at certain types of transactions. Yep; that's the stuff. For the sort of consulting work I'm using RT to support, that's the stuff that's critical for us. I figured you were going that direction, but I didn't know how fast. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From sturner at MIT.EDU Thu Apr 7 15:02:00 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 07 Apr 2005 15:02:00 -0400 Subject: [rt-users] RTFM System Errors Message-ID: <5.2.1.1.2.20050407140608.020bb070@po14.mit.edu> Hello, I'm looking at RTFM (v 2.0.4) with RT 3.4.1 and I'm getting an obscure error on the RTFM side of things. This is happening in two different RT installations: - Linux, modperl, Oracle, perl 5.8.3 - Solaris, modperl, mysql, perl 5.8.3 After I start the web server, everything looks good until I choose something like RTFM->Config->Classes: I get this error - RT::FM::Class::CurrentUserHasRight Unimplemented in RT::FM::ClassCollection. (/var/rt3/lib/RT/FM/ClassCollection_Overlay.pm line 21) After that, pretty much everything I try to do in RTFM gives a similar error, even stuff I was able to do before the first occurrence of the above error. - RTFM->Config->Classes->NewClass gives: RT::FM::Class::_Value Unimplemented in DBIx::SearchBuilder::Record. (/var/local/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 426) - RTFM->Overview gives: RT::FM::Article::CurrentUserHasRight Unimplemented in RT::FM::ArticleCollection. (/var/rt3/lib/RT/FM/ArticleCollection_Overlay.pm line 38 etc, etc. At this point everything still works fine on the RT side of the house. Also, once the errors begin, if I use a different browser, I get the same errors occurring in the same situations - so the problem doesn't appear to be session related. Does anyone have any suggestions? Is anyone out there using this combination of RT & RTFM? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) sturner at mit.edu From jesse at bestpractical.com Thu Apr 7 15:17:37 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Apr 2005 15:17:37 -0400 Subject: [rt-users] RTFM System Errors In-Reply-To: <5.2.1.1.2.20050407140608.020bb070@po14.mit.edu> References: <5.2.1.1.2.20050407140608.020bb070@po14.mit.edu> Message-ID: <20050407191737.GE22996@bestpractical.com> On Thu, Apr 07, 2005 at 03:02:00PM -0400, Stephen Turner wrote: > Hello, > > I'm looking at RTFM (v 2.0.4) with RT 3.4.1 and I'm getting an obscure > error on the RTFM side of things. This is happening in two different RT > installations: > > - Linux, modperl, Oracle, perl 5.8.3 > - Solaris, modperl, mysql, perl 5.8.3 > > After I start the web server, everything looks good until I choose > something like RTFM->Config->Classes: I get this error - Do you, by any chance, have DevelMode turned on? From sturner at MIT.EDU Thu Apr 7 15:25:10 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 07 Apr 2005 15:25:10 -0400 Subject: [rt-users] RTFM System Errors In-Reply-To: <20050407191737.GE22996@bestpractical.com> References: <5.2.1.1.2.20050407140608.020bb070@po14.mit.edu> <5.2.1.1.2.20050407140608.020bb070@po14.mit.edu> Message-ID: <5.2.1.1.2.20050407152417.020cb668@po14.mit.edu> At Thursday 4/7/2005 03:17 PM, Jesse Vincent wrote: >Do you, by any chance, have DevelMode turned on? Why, yes I do... and turning it off fixes the problem. Thanks so much! Steve From jesse at bestpractical.com Thu Apr 7 15:35:49 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Apr 2005 15:35:49 -0400 Subject: [rt-users] RTFM System Errors In-Reply-To: <5.2.1.1.2.20050407152417.020cb668@po14.mit.edu> References: <5.2.1.1.2.20050407140608.020bb070@po14.mit.edu> <5.2.1.1.2.20050407140608.020bb070@po14.mit.edu> <5.2.1.1.2.20050407152417.020cb668@po14.mit.edu> Message-ID: <20050407193549.GF22996@bestpractical.com> On Thu, Apr 07, 2005 at 03:25:10PM -0400, Stephen Turner wrote: > At Thursday 4/7/2005 03:17 PM, Jesse Vincent wrote: > > >Do you, by any chance, have DevelMode turned on? > > Why, yes I do... and turning it off fixes the problem. Thanks so much! The problem is that the various libraries don't have package lines at the top. I'd love a patch to Module::Refresh to handle this case, but I'm not convinced it'll be trivial. Jesse > Steve > -- From barnesaw at ucrwcu.rwc.uc.edu Thu Apr 7 16:27:16 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 07 Apr 2005 16:27:16 -0400 Subject: [rt-users] Reporting tools In-Reply-To: <16981.22307.866430.52650@sekrit.taec.toshiba.com> References: <20050407055200.BED8161C2BA@sr-gw.esc.net.au> <16981.21071.770208.796040@sekrit.taec.toshiba.com> <425555A6.3000202@ucrwcu.rwc.uc.edu> <16981.22307.866430.52650@sekrit.taec.toshiba.com> Message-ID: <425597A4.4020201@ucrwcu.rwc.uc.edu> John Stoffel wrote: >Drew> If your are getting problems with the graphs showing as broken >Drew> images, I too ran across this. I think a downgrade on GD::Graph >Drew> may fix this, although I never went back to check this. Check >Drew> the date that statistics was built and get a version of >Drew> GD::Graph from that time period to check this out. > >I'm using version 1.43 of GD::Graph, which one are you using? > > perl -e 'use GD::Graph; print "v: $GD::Graph::VERSION\n";' > v: 1.43 > > I got this to work on my test box using 1.43. The problem now is that I can't duplicate that success anywhere else. What I ended up doing was (many times) removing the GD, GD::Graph, and GD::TextUtil modules and recompiling them from scratch. The other thing I found at one point is that there were 2 version of libgd installed. One was in /usr/lib and the other (which I built by hand) was in /usr/local/lib. I did at one point remove libgd from /usr/lib, but I'm pretty sure it still wasn't working at that point. I'll keep fiddling with this for a little while longer. DB -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From joby at u.washington.edu Thu Apr 7 16:29:06 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 07 Apr 2005 13:29:06 -0700 Subject: [rt-users] Avaya Integration Message-ID: <42559812.4070303@u.washington.edu> Has anyone done any Telephony integration with RT? We're currently evaluating what would be necessary to have our Avaya system integrate with a department wide RT implimentation, so any feedback would be very helpful. -- Joby Walker C&C Computer Operations Software Support Group From tim-lists at bishnet.net Thu Apr 7 17:02:45 2005 From: tim-lists at bishnet.net (Tim Bishop) Date: Thu, 07 Apr 2005 22:02:45 +0100 Subject: [rt-users] Showing stalled tickets In-Reply-To: <425523FD.1060209@ucrwcu.rwc.uc.edu> References: <20050407090338.GA38492@carrick.bishnet.net> <425523FD.1060209@ucrwcu.rwc.uc.edu> Message-ID: <1112907765.837.46.camel@inferno.sixth.bishnet.net> On Thu, 2005-04-07 at 08:13 -0400, Drew Barnes wrote: > Tim Bishop wrote: > >I want to make stalled tickets show up in the "10 highest priority > >tickets I own" on the home screen, and when you click on a queue name > >under "Quick search". > > > >Both look like relatively simple changes in Elements/MyTickets and > >Elements/Quicksearch. But, I'd like to do this using something like the > >Callback stuff - since I'd prefer not to modify the RT code itself. Is > >this doable? > > Instead of modifying share/html/Elements/QuickSearch, copy it to > local/html/Elements/QuickSearch and modify it there. The local copy > will override the share copy and you haven't modified the code, really, > as simply removing the local file will make RT revert to the original setup. Yeah - this works, but it does mean maintaining a copy of that file, which I'm going to have to keep in sync with new versions of RT. The Callback stuff is a nice solution, where it's available. I guess if I really want it I can maintain a diff which I can apply to new version. Anyway - ta for the info. Cheers, Tim. -- Tim Bishop http://www.bishnet.net/tim/ PGP Key: 0x5AE7D984 From joby at u.washington.edu Thu Apr 7 18:26:57 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 07 Apr 2005 15:26:57 -0700 Subject: [rt-users] ModifySelf right produces "Permission Denied" In-Reply-To: <4235A285.4030201@lancaster.ac.uk> References: <4235A285.4030201@lancaster.ac.uk> Message-ID: <4255B3B1.4040608@u.washington.edu> Was there ever an answer for this? I have the same problem, though I have noticed that modifying "Organization" *is* denied. Joby Walker C&C Computer Operations Software Support Group Ian Norton wrote: > Hi all, > > I've granted the ModifySelf right to System group Everyone and I'm > getting some odd behaviour. > > I can change my password and all my details within the preferences page > and the database gets updated. The problem is that it gives me an > access denied error, even though it has succeeded. > > If I grant the right explicitly to a user and remove it from Everyone, > it still gives the same problem. > > I'm seeing a similar problem with personal groups, in that everyone is > granted AdminOwnPersonalGroups which they can do, but there's a > Permission Denied error - even though the edits happen. > > I've enabled debugging in my RT_SiteConfig.pm but it's not showing > anything unusual: > > [Mon Mar 14 14:30:54 2005] [debug]: About to think about scrips for > transaction #6335 > (/usr/local/packages/rt-3.4.1/lib/RT/Transaction_Overlay.pm:154) > > I'm using RT 3.4.1 on Fedora Core 3 with Postgres 7.4.7. > DBD::Pg is version 1.31 > DBIx::SearchBuilder is version 1.22 > > The only time I don't get errors on updating users details is if I do it > with a SuperUser enabled account. > > Any suggestions gratefully received as I'm not having any luck tracking > this one down :( > > Thanks, Ian. > -- > Ian Norton > Mail & Systems Support > University of Lancaster > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From joby at u.washington.edu Thu Apr 7 20:30:55 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 07 Apr 2005 17:30:55 -0700 Subject: [rt-users] ModifySelf right produces "Permission Denied" In-Reply-To: <4255B3B1.4040608@u.washington.edu> References: <4235A285.4030201@lancaster.ac.uk> <4255B3B1.4040608@u.washington.edu> Message-ID: <4255D0BF.2010007@u.washington.edu> I believe I have found the source of the problem in: lib/RT/User_Overlay.pm: sub _Set at the end of the method is (I removed the _NewTransaction parameter: my ($ret, $msg) = $self->SUPER::_Set( Field => $args{'Field'}, Value => $args{'Value'} ); if ( $args{'RecordTransaction'} == 1 ) { my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(...) return ( $Trans, scalar $TransObj->Description ); } else { return ( $ret, $msg ); } The "Permission Denied" error is not from setting the attribute that is $msg which is "The new value has been set", but from the "scalar $TransObj->Description" -- because the acting user doesn't have permission to run that method of the Transaction Object. Joby Walker C&C Computer Operations Software Support Group Joby Walker wrote: > Was there ever an answer for this? I have the same problem, though I > have noticed that modifying "Organization" *is* denied. > > Joby Walker > C&C Computer Operations Software Support Group > > > Ian Norton wrote: > >> Hi all, >> >> I've granted the ModifySelf right to System group Everyone and I'm >> getting some odd behaviour. >> >> I can change my password and all my details within the preferences page >> and the database gets updated. The problem is that it gives me an >> access denied error, even though it has succeeded. >> >> If I grant the right explicitly to a user and remove it from Everyone, >> it still gives the same problem. >> >> I'm seeing a similar problem with personal groups, in that everyone is >> granted AdminOwnPersonalGroups which they can do, but there's a >> Permission Denied error - even though the edits happen. >> >> I've enabled debugging in my RT_SiteConfig.pm but it's not showing >> anything unusual: >> >> [Mon Mar 14 14:30:54 2005] [debug]: About to think about scrips for >> transaction #6335 >> (/usr/local/packages/rt-3.4.1/lib/RT/Transaction_Overlay.pm:154) >> >> I'm using RT 3.4.1 on Fedora Core 3 with Postgres 7.4.7. >> DBD::Pg is version 1.31 >> DBIx::SearchBuilder is version 1.22 >> >> The only time I don't get errors on updating users details is if I do it >> with a SuperUser enabled account. >> >> Any suggestions gratefully received as I'm not having any luck tracking >> this one down :( >> >> Thanks, Ian. >> -- >> Ian Norton >> Mail & Systems Support >> University of Lancaster >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! >> (Boston, San Francisco, Austin, Sydney) Contact >> training at bestpractical.com for details. >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From andrew at staff.esc.net.au Fri Apr 8 01:25:36 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Fri, 8 Apr 2005 14:55:36 +0930 Subject: [rt-users] Notifying another user of the ticket Message-ID: <20050408052902.2805A61C2F1@sr-gw.esc.net.au> Hi If a user has a ticket, and wants another user to look at it, how can they bring it to the other persons attention? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 1494 bytes Desc: not available URL: From i.norton at lancaster.ac.uk Fri Apr 8 04:08:23 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Fri, 8 Apr 2005 09:08:23 +0100 Subject: [rt-users] ModifySelf right produces "Permission Denied" Message-ID: <7F332A8009EE5D4CB62C87717A3498A10C79D116@exchange-be1.lancs.ac.uk> Hi Joby, I was sent a patch for this by Alex Vandiver via the rt-devel list. Seems to be something to do with the permissions validation that should only apply to tickets and not to other objects. Regards, Ian. -----Original Message----- From: Joby Walker [mailto:joby at u.washington.edu] Sent: 08 April 2005 01:31 To: Joby Walker Cc: Norton, Ian; rt-users at lists.bestpractical.com Subject: Re: [rt-users] ModifySelf right produces "Permission Denied" I believe I have found the source of the problem in: lib/RT/User_Overlay.pm: sub _Set at the end of the method is (I removed the _NewTransaction parameter: my ($ret, $msg) = $self->SUPER::_Set( Field => $args{'Field'}, Value => $args{'Value'} ); if ( $args{'RecordTransaction'} == 1 ) { my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(...) return ( $Trans, scalar $TransObj->Description ); } else { return ( $ret, $msg ); } The "Permission Denied" error is not from setting the attribute that is $msg which is "The new value has been set", but from the "scalar $TransObj->Description" -- because the acting user doesn't have permission to run that method of the Transaction Object. Joby Walker C&C Computer Operations Software Support Group Joby Walker wrote: > Was there ever an answer for this? I have the same problem, though I > have noticed that modifying "Organization" *is* denied. > > Joby Walker > C&C Computer Operations Software Support Group > > > Ian Norton wrote: > >> Hi all, >> >> I've granted the ModifySelf right to System group Everyone and I'm >> getting some odd behaviour. >> >> I can change my password and all my details within the preferences >> page and the database gets updated. The problem is that it gives me >> an access denied error, even though it has succeeded. >> >> If I grant the right explicitly to a user and remove it from >> Everyone, it still gives the same problem. >> >> I'm seeing a similar problem with personal groups, in that everyone >> is granted AdminOwnPersonalGroups which they can do, but there's a >> Permission Denied error - even though the edits happen. >> >> I've enabled debugging in my RT_SiteConfig.pm but it's not showing >> anything unusual: >> >> [Mon Mar 14 14:30:54 2005] [debug]: About to think about scrips for >> transaction #6335 >> (/usr/local/packages/rt-3.4.1/lib/RT/Transaction_Overlay.pm:154) >> >> I'm using RT 3.4.1 on Fedora Core 3 with Postgres 7.4.7. >> DBD::Pg is version 1.31 >> DBIx::SearchBuilder is version 1.22 >> >> The only time I don't get errors on updating users details is if I do >> it with a SuperUser enabled account. >> >> Any suggestions gratefully received as I'm not having any luck >> tracking this one down :( >> >> Thanks, Ian. >> -- >> Ian Norton >> Mail & Systems Support >> University of Lancaster >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! >> (Boston, San Francisco, Austin, Sydney) Contact >> training at bestpractical.com for details. >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: user-updates.patch Type: application/octet-stream Size: 942 bytes Desc: user-updates.patch URL: From i.norton at lancaster.ac.uk Fri Apr 8 04:15:13 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Fri, 8 Apr 2005 09:15:13 +0100 Subject: [rt-users] Notifying another user of the ticket Message-ID: <7F332A8009EE5D4CB62C87717A3498A10C79D121@exchange-be1.lancs.ac.uk> Hi Andrew, If the other user can own the ticket, assign the ticket to that user and use the "On Owner Change Notify Owner with template Owner Change" Scrip. I think that's a default under RT 3.4.1. Regards, Ian. > _____________________________________________ > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew > Xenides > Sent: 08 April 2005 06:26 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Notifying another user of the ticket > > Hi > > If a user has a ticket, and wants another user to look at it, how > can they bring it to the other persons attention? > > Andrew Xenides > Web Developer > EscapeNet > 465 South Road > Keswick SA 5035 > T: (08) 8292 5200 > F: (08) 8292 5299 > E: andrew at staff.esc.net.au > W: http://www.esc.net.au > > << File: ATT2803641.txt >> From hlepesant at veepee.com Fri Apr 8 04:43:38 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Fri, 08 Apr 2005 10:43:38 +0200 Subject: [rt-users] Can't add attachement on ticket creation Message-ID: <4256443A.6010205@veepee.com> Hi all, I'm usin RT 3.4.1 on Debian/Sarge with MySQL and Apache. I have this error when creating a new ticket with an attached file. "Update type was neither correspondence nor comment." And the file is not in the history. When I reply to this same ticket and add the missing file, I have no error and the file is in the history. How can I resolve this problem ? Is there some riht I missed ? Help is welcome. Hugues ******************************************************** Le present message (ainsi que ses eventuelles pieces jointes) peut contenir des informations confidentielles. Etant etabli a l'intention de ses destinataires, son utilisation ou diffusion non autorisee est interdite. Tout message electronique etant susceptible d'alteration, Veepee decline toute responsabilite au titre dudit message en cas de falsification. ce message a ete traite par un antivirus et aucun virus connu n'a ete detecte. ********************************************************* From alexmv at bestpractical.com Fri Apr 8 05:39:15 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 08 Apr 2005 05:39:15 -0400 Subject: [rt-users] ModifySelf right produces "Permission Denied" In-Reply-To: <7F332A8009EE5D4CB62C87717A3498A10C79D116@exchange-be1.lancs.ac.uk> References: <7F332A8009EE5D4CB62C87717A3498A10C79D116@exchange-be1.lancs.ac.uk> Message-ID: <1112953155.19027.3.camel@zoq-fot-pik.mit.edu> On Fri, 2005-04-08 at 09:08 +0100, Norton, Ian wrote: > I was sent a patch for this by Alex Vandiver via the rt-devel list. [snip] Apologies for not seeing this thread earlier and chiming in. For reference, a variant of the patch was checked in and will be in 3.4.2. - Alex From tearl at cacdhh.org Fri Apr 8 08:41:17 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Fri, 08 Apr 2005 08:41:17 -0400 Subject: [rt-users] Merged Tickets, deleted? Message-ID: <1112964077.7175.11.camel@linux.cacdhh.org> Greetings to all, Is there any way to keep a ticket from being deleted in the system when you merge it with another ticket? Thanks, Tom From sam.snow at christianheritageschool.org Fri Apr 8 08:48:22 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Fri, 8 Apr 2005 06:48:22 -0600 (MDT) Subject: [rt-users] Merged Tickets, deleted? In-Reply-To: <1112964077.7175.11.camel@linux.cacdhh.org> References: <1112964077.7175.11.camel@linux.cacdhh.org> Message-ID: <9964.199.72.150.131.1112964502.squirrel@aslan.christianheritageschool.org> Thomas Earl said: > Greetings to all, > > Is there any way to keep a ticket from being deleted in the system when > you merge it with another ticket? > > Thanks, > > Tom > > I am confused about your question. When you merge ticket 4 into into ticket 1, any information from ticket 4 is added into the already existing information in ticket 1. Nothing is deleted; the tickets are just merged. Maybe the merge function is not what you ment to use? Maybe you just wanted to use the parent-child, or the refers-to functions? Sam From Joseph_Micciche at Progressive.com Fri Apr 8 09:22:45 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Fri, 8 Apr 2005 09:22:45 -0400 Subject: Subject: [rt-users] Avaya Integration In-Reply-To: <20050408003115.E8F834D8135@diesel.bestpractical.com> Message-ID: > Has anyone done any Telephony integration with RT? We're currently > evaluating what would be necessary to have our Avaya system integrate > with a department wide RT implimentation, so any feedback would be very > helpful. Which Avaya products? The TDM G3x switches, VoIP 8x00 / 150-250 switches, CMS, Intuity? Do you have a current notification process outside of INADS/Expert System call home? Do you have true root access, or at least sudo, on the Linux-based switches? (This is a huge stumbling block, Avaya gave us root but it isn't at all root as you normally think of it so we're hamstrung in our ability to configure the switches the way we'd prefer to.) We're using Avaya's snmp tools to send alarms to HP OpenView, massage them, then load them into our (non-RT) enterprise trouble management system. Joe Micciche From todd at chaka.net Fri Apr 8 09:27:32 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 8 Apr 2005 09:27:32 -0400 Subject: [rt-users] Notifying another user of the ticket In-Reply-To: <20050408052902.2805A61C2F1@sr-gw.esc.net.au> References: <20050408052902.2805A61C2F1@sr-gw.esc.net.au> Message-ID: <20050408132732.GA19698@chaka.net> On Fri, Apr 08, 2005 at 02:55:36PM +0930, Andrew Xenides wrote: > Hi > > If a user has a ticket, and wants another user to look at it, how can they > bring it to the other persons attention? > > Andrew Xenides > They can reply/correspond on the ticket and Cc the other user. Or, if they have permission they can add the other use as a Cc on the ticket. -Todd From dhutty+rt at ece.cmu.edu Fri Apr 8 10:17:31 2005 From: dhutty+rt at ece.cmu.edu (Duncan Hutty) Date: Fri, 08 Apr 2005 10:17:31 -0400 Subject: [rt-users] changing $rtname Message-ID: <4256927B.80903@ece.cmu.edu> Unwittingly, I set the string $rtname in RT_SiteConfig.pm to be too long. I didn't realise that it would be used in the subject lines (although it seems fairly obvious in hindsight). Therefore many of the users will only be able to see that string in their subject line at 80 columns. The ticket number and ticket subject which are of course the interesting data are truncated out of sight. According to the comment, if I change it, mail for existing tickets won't get put in the right place. Could anyone suggest a workaround or a modification to change how this string is used? -- Duncan Hutty System Administrator, ECE Carnegie Mellon University Please use informative subject lines From ben at atomicmatrix.net Fri Apr 8 10:36:07 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 8 Apr 2005 10:36:07 -0400 Subject: [rt-users] Handling of text attachments; launch external app? In-Reply-To: <20050407154630.E35094D8197@diesel.bestpractical.com> Message-ID: <20050408143609.7B2E84D80FA@diesel.bestpractical.com> False alarm - the user sending in the attachment was using Pine which sent the .log file as text/plain instead of octet/stream like all the other logfiles we've been getting. -=| Ben _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ben at atomicmatrix.net Sent: Thursday, April 07, 2005 11:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Handling of text attachments; launch external app? We recently upgraded from RT 3.0.10 (perl 5.6.1) to 3.2.3 (perl 5.8.5). I have a user who's stating that the old installation handled "*.log" text attachments differently. Specifically, when clicking on the attachment in the past, his application defined for .log files would open the attachment. Now it just opens in a browser window. He has to right-click save then open the resulting file. I realize this may be more appropriate or RFC behavior or something, but is there a way to get it to work the old way? Thanks! -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From jra at baylink.com Fri Apr 8 10:40:39 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 8 Apr 2005 10:40:39 -0400 Subject: [rt-users] Avaya Integration In-Reply-To: <42559812.4070303@u.washington.edu>; from Joby Walker on Thu, Apr 07, 2005 at 01:29:06PM -0700 References: <42559812.4070303@u.washington.edu> Message-ID: <20050408104039.B5577@cgi.jachomes.com> On Thu, Apr 07, 2005 at 01:29:06PM -0700, Joby Walker wrote: > Has anyone done any Telephony integration with RT? We're currently > evaluating what would be necessary to have our Avaya system integrate > with a department wide RT implimentation, so any feedback would be very > helpful. Can you expand on what you want to do? I was musing myself, while evaluating packages, on telephony integration; something like a screen pop that shows all open tickets for a client by phone number, plus "new ticket"... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From anthonyl at yorku.ca Fri Apr 8 10:49:23 2005 From: anthonyl at yorku.ca (Anthony Leong) Date: Fri, 8 Apr 2005 10:49:23 -0400 (EDT) Subject: [rt-users] changing $rtname In-Reply-To: <4256927B.80903@ece.cmu.edu> References: <4256927B.80903@ece.cmu.edu> Message-ID: Greetings, You can try the following, but there are no gaurantees as I haven't done this before and I think those are the only things need to be modified... In RT_SiteConfig, change $rtname to your desired (new) name. As well, make a new variable, $oldrtname, and assign it with the value of your "old" unwanted name. Then, in the content of the file Email.pm, wherever $rtname is used, you will have to add $oldrtname. What that should do is... - new emails sent by RT will have the subjects beginning with your new rtname - when RT receives an email and sees either $rtname or $oldrtname, it will accept those emails Anthony On Fri, 8 Apr 2005, Duncan Hutty wrote: > Unwittingly, I set the string $rtname in RT_SiteConfig.pm to be too > long. I didn't realise that it would be used in the subject lines > (although it seems fairly obvious in hindsight). Therefore many of the > users will only be able to see that string in their subject line at 80 > columns. The ticket number and ticket subject which are of course the > interesting data are truncated out of sight. > > According to the comment, if I change it, mail for existing tickets > won't get put in the right place. Could anyone suggest a workaround or a > modification to change how this string is used? > > -- > Duncan Hutty > System Administrator, ECE > Carnegie Mellon University > > Please use informative subject lines > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From joby at u.washington.edu Fri Apr 8 11:02:29 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 08 Apr 2005 08:02:29 -0700 Subject: [rt-users] Avaya Integration In-Reply-To: <20050408104039.B5577@cgi.jachomes.com> References: <42559812.4070303@u.washington.edu> <20050408104039.B5577@cgi.jachomes.com> Message-ID: <42569D05.9060609@u.washington.edu> Good question. Ideally what we'd like is: 1) Customer calls in - gets phone tree. 2) Phone tree asks for customer type (Student, Staff, Alumni, Affiliate) 3) Phone tree asks for ID (StudentID, etc) 4) New or previously recorded issue? 5) If new what type of issue (Password, Modem, etc) 6a) If new issue, screen pop new ticket with info customer entered. b) If old issue, screen pop with search of customers tickets. The group that needs this currently has a phone tree that gets customer type and type of issue and then displays that on the LCD of the callcenter phone. As an interum measure we'd like to be able to just add a ticket number. Joby Walker C&C Computer Operations Software Support Group Jay R. Ashworth wrote: > On Thu, Apr 07, 2005 at 01:29:06PM -0700, Joby Walker wrote: > >>Has anyone done any Telephony integration with RT? We're currently >>evaluating what would be necessary to have our Avaya system integrate >>with a department wide RT implimentation, so any feedback would be very >>helpful. > > > Can you expand on what you want to do? > > I was musing myself, while evaluating packages, on telephony > integration; something like a screen pop that shows all open tickets > for a client by phone number, plus "new ticket"... > > Cheers, > -- jra From jra at baylink.com Fri Apr 8 11:11:36 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 8 Apr 2005 11:11:36 -0400 Subject: [rt-users] Avaya Integration In-Reply-To: <42569D05.9060609@u.washington.edu>; from Joby Walker on Fri, Apr 08, 2005 at 08:02:29AM -0700 References: <42559812.4070303@u.washington.edu> <20050408104039.B5577@cgi.jachomes.com> <42569D05.9060609@u.washington.edu> Message-ID: <20050408111136.F5577@cgi.jachomes.com> On Fri, Apr 08, 2005 at 08:02:29AM -0700, Joby Walker wrote: > Jay R. Ashworth wrote: > > On Thu, Apr 07, 2005 at 01:29:06PM -0700, Joby Walker wrote: > >>Has anyone done any Telephony integration with RT? We're currently > >>evaluating what would be necessary to have our Avaya system integrate > >>with a department wide RT implimentation, so any feedback would be very > >>helpful. > > > > Can you expand on what you want to do? > > > > I was musing myself, while evaluating packages, on telephony > > integration; something like a screen pop that shows all open tickets > > for a client by phone number, plus "new ticket"... > Good question. > > Ideally what we'd like is: > > 1) Customer calls in - gets phone tree. > 2) Phone tree asks for customer type (Student, Staff, Alumni, Affiliate) > 3) Phone tree asks for ID (StudentID, etc) > 4) New or previously recorded issue? > 5) If new what type of issue (Password, Modem, etc) > 6a) If new issue, screen pop new ticket with info customer entered. > b) If old issue, screen pop with search of customers tickets. > > The group that needs this currently has a phone tree that gets customer > type and type of issue and then displays that on the LCD of the > callcenter phone. As an interum measure we'd like to be able to just > add a ticket number. Well, if you can get that screen-display stuff to copy out a port on the phone (or be sent via UDP by a daemon on the switch to the machine), it seems to me the approach I was thinking of would work: Background (tray) daemon on the workstation that listens for some parameters, builds a URL, and hands it to Windows launch handler, which will pop a browser window in the right place. "List of customer's tickets" might take a little doing, but the rest seems fairly simply -- if you're equipped to write tray-launch windows utilities. I'm actually working on a related project with a programmer buddy right now; it may also do wall(1) for Windows, as well as network life checking, workstation status, and a couple other items; he's targeting about a buck a seat or so for it (he makes a living coding, unlike me). Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From Anthony.Meo at btci.com Fri Apr 8 11:54:44 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Fri, 8 Apr 2005 11:54:44 -0400 Subject: [rt-users] Basic Search Message-ID: Anyone have any suggestions on how one would implement a basic search I want to duplicate the Tickets page and remove all but Name, Email, Owner, Subject and Status. I also do not want the query builder and the column selector. Removing column selector is easy, but How can I do a search without having it add the query builder. If I just remove that element, will it still build that query behind the scenes but people wont know? Finally, how do I update the menu to Have a basic search without affecting the current "Tabs". Thanks very much, Anthony Meo -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Fri Apr 8 11:57:40 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 8 Apr 2005 11:57:40 -0400 Subject: [rt-users] Cannot delete tickets as superuser? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5B@torex1.tcore.com> I cannot find where to delete tickets? Even as Superuser I cannot find where to delete tickets? I am using RT 3.2.3 on Fedora Core 2 Where do I delete tickets from? Thanks! Phil From ant at suave.net Fri Apr 8 11:59:54 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Fri, 8 Apr 2005 11:59:54 -0400 Subject: [rt-users] Cannot delete tickets as superuser? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5B@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5B@torex1.tcore.com> Message-ID: <20050408155954.GA15319@suave.net> :) Set the ticket status to deleted... same as changing it to open or stalled, etc. On Fri, Apr 08, 2005 at 11:57:40AM -0400, Labonte, Phil wrote: > I cannot find where to delete tickets? > > Even as Superuser I cannot find where to delete tickets? > > I am using RT 3.2.3 on Fedora Core 2 > > Where do I delete tickets from? > > Thanks! > > Phil > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= The mind boggles...the taste buds shudder. From phil.labonte at transcore.com Fri Apr 8 12:15:52 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 8 Apr 2005 12:15:52 -0400 Subject: [rt-users] Cannot delete tickets as superuser? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5C@torex1.tcore.com> Not sure if that was a joke, but that is what I am saying.. there is no selection for deleted. -----Original Message----- From: Anthony R. J. Ball [mailto:ant at suave.net] Sent: Friday, April 08, 2005 12:00 PM To: Labonte, Phil Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Cannot delete tickets as superuser? :) Set the ticket status to deleted... same as changing it to open or stalled, etc. On Fri, Apr 08, 2005 at 11:57:40AM -0400, Labonte, Phil wrote: > I cannot find where to delete tickets? > > Even as Superuser I cannot find where to delete tickets? > > I am using RT 3.2.3 on Fedora Core 2 > > Where do I delete tickets from? > > Thanks! > > Phil > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= The mind boggles...the taste buds shudder. From phil.labonte at transcore.com Fri Apr 8 12:17:09 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 8 Apr 2005 12:17:09 -0400 Subject: [rt-users] RTFM? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5D@torex1.tcore.com> I installed RT 3.2.3 and it is working fine (other than nto being able to delete tickets). Where do I install or enable the RTFM option in RT? I do not have a selection for RTFM anywhere? Should this get installed by default? From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 8 12:21:27 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 08 Apr 2005 12:21:27 -0400 Subject: [rt-users] RTFM? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5D@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5D@torex1.tcore.com> Message-ID: <4256AF87.6010705@ucrwcu.rwc.uc.edu> Labonte, Phil wrote: >I installed RT 3.2.3 and it is working fine (other than nto being able >to delete tickets). > >Where do I install or enable the RTFM option in RT? > >I do not have a selection for RTFM anywhere? > >Should this get installed by default? > > "Not sure if that was a joke, but" RTFM is a seperate download. You will need to extract it, configure the makefile, install it, and restart your web server. You might want to investigate the wiki. http://wiki.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 8 12:23:49 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 08 Apr 2005 12:23:49 -0400 Subject: [rt-users] Cannot delete tickets as superuser? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5C@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5C@torex1.tcore.com> Message-ID: <4256B015.1060408@ucrwcu.rwc.uc.edu> Labonte, Phil wrote: >Not sure if that was a joke, but that is what I am saying.. there is no >selection for deleted. > > I don't know why the deleted option wouldn't be there, but stalled will work just as well, since deleted doesn't really delete the ticket. When you are working on a ticket, deleted doesn't show up in the drop-down for Status? -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From phil.labonte at transcore.com Fri Apr 8 12:24:36 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 8 Apr 2005 12:24:36 -0400 Subject: [rt-users] RTFM? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5E@torex1.tcore.com> I did there is no Wiki on bestpracticles site that describes this. -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Friday, April 08, 2005 12:21 PM To: Labonte, Phil Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTFM? Labonte, Phil wrote: >I installed RT 3.2.3 and it is working fine (other than nto being able >to delete tickets). > >Where do I install or enable the RTFM option in RT? > >I do not have a selection for RTFM anywhere? > >Should this get installed by default? > > "Not sure if that was a joke, but" RTFM is a seperate download. You will need to extract it, configure the makefile, install it, and restart your web server. You might want to investigate the wiki. http://wiki.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From phil.labonte at transcore.com Fri Apr 8 12:26:05 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 8 Apr 2005 12:26:05 -0400 Subject: [rt-users] Cannot delete tickets as superuser? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5F@torex1.tcore.com> No it does not. I do not get a drop down list for status, just a few selections at the top right; Reply | Resolve | Open | Comment That is all I have. -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Friday, April 08, 2005 12:24 PM To: Labonte, Phil Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Cannot delete tickets as superuser? Labonte, Phil wrote: >Not sure if that was a joke, but that is what I am saying.. there is no >selection for deleted. > > I don't know why the deleted option wouldn't be there, but stalled will work just as well, since deleted doesn't really delete the ticket. When you are working on a ticket, deleted doesn't show up in the drop-down for Status? -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 8 12:27:24 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 08 Apr 2005 12:27:24 -0400 Subject: [rt-users] Cannot delete tickets as superuser? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5F@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5F@torex1.tcore.com> Message-ID: <4256B0EC.6090106@ucrwcu.rwc.uc.edu> Labonte, Phil wrote: >No it does not. > >I do not get a drop down list for status, just a few selections at the >top right; Reply | Resolve | Open | Comment > > Click on comment and look in the status box on the update page. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 8 12:28:50 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 08 Apr 2005 12:28:50 -0400 Subject: [rt-users] RTFM? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5E@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5E@torex1.tcore.com> Message-ID: <4256B142.5070600@ucrwcu.rwc.uc.edu> Labonte, Phil wrote: >I did there is no Wiki on bestpracticles site that describes this. > > Then perhaps http://www.bestpractical.com/rtfm/ will help you get up to speed. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From phil.labonte at transcore.com Fri Apr 8 12:36:31 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 8 Apr 2005 12:36:31 -0400 Subject: [rt-users] RTFM? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF60@torex1.tcore.com> Thank you for a specific response. Most people just give a cryptic answer. Thanks again! -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Friday, April 08, 2005 12:29 PM To: Labonte, Phil Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTFM? Labonte, Phil wrote: >I did there is no Wiki on bestpracticles site that describes this. > > Then perhaps http://www.bestpractical.com/rtfm/ will help you get up to speed. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From CFedde at ocv.com Fri Apr 8 12:27:45 2005 From: CFedde at ocv.com (Chris Fedde) Date: Fri, 8 Apr 2005 10:27:45 -0600 Subject: [rt-users] Migration from SQLite to PostgreSQL Message-ID: <104E31F685D4CF4AB5F8963A10383769013E2D10@dv1mail.ocv.com> Our little To-Do list ticketing system has gotten out of control. More people in more groups are using it that was initially expected. It appears that SQLite might be a bottleneck. Are there any well known gotcha's I should consider when planning to migrate from SQLite to PostgreSQL? From ant at suave.net Fri Apr 8 12:44:44 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Fri, 8 Apr 2005 12:44:44 -0400 Subject: [rt-users] Cannot delete tickets as superuser? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5F@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5F@torex1.tcore.com> Message-ID: <20050408164444.GB15852@suave.net> Go to the regular ticket view.. click on "The Basics..." this should give you an edit page with a status dropdown... also you should see this in comment, reply and resolve windows. On Fri, Apr 08, 2005 at 12:26:05PM -0400, Labonte, Phil wrote: > No it does not. > > I do not get a drop down list for status, just a few selections at the > top right; Reply | Resolve | Open | Comment > > That is all I have. > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Friday, April 08, 2005 12:24 PM > To: Labonte, Phil > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Cannot delete tickets as superuser? > > > > Labonte, Phil wrote: > > >Not sure if that was a joke, but that is what I am saying.. there is no > >selection for deleted. > > > > > > I don't know why the deleted option wouldn't be there, but stalled will > work just as well, since deleted doesn't really delete the ticket. > > When you are working on a ticket, deleted doesn't show up in the > drop-down for Status? > > -- > Drew Barnes > Applications Analyst > Raymond Walters College > University of Cincinnati > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= I'm pulling for you. Remember, we're all in this together - Red Green From joby at u.washington.edu Fri Apr 8 12:52:15 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 08 Apr 2005 09:52:15 -0700 Subject: Subject: [rt-users] Avaya Integration In-Reply-To: References: Message-ID: <4256B6BF.9020004@u.washington.edu> Joseph_Micciche at progressive.com wrote: > Which Avaya products? The TDM G3x switches, VoIP 8x00 / 150-250 switches, > CMS, Intuity? Do you have a current notification process outside of > INADS/Expert System call home? Do you have true root access, or at least > sudo, on the Linux-based switches? (This is a huge stumbling block, Avaya > gave us root but it isn't at all root as you normally think of it so we're > hamstrung in our ability to configure the switches the way we'd prefer to.) > > We're using Avaya's snmp tools to send alarms to HP OpenView, massage them, > then load them into our (non-RT) enterprise trouble management system. > Ah, while integrating the Avaya alarms to cut tickets is interesting but we'll probably do something similar to you of having the events pass through our monitoring solution. What I was referring to was IVR and call center integration. Joby Walker C&C Computer Operations Software Support Group From Millard.Matt at principal.com Fri Apr 8 12:57:37 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Fri, 8 Apr 2005 11:57:37 -0500 Subject: [rt-users] Cannot delete tickets as superuser? Message-ID: <6201DF063335254BA0D6AA7053D101170A62A35B@pfgdsmmbx006.principalusa.corp.principal.com> On the left hand menu select Jumbo, that will give you a screen where you can set all of the attributes for the ticket, including "status" Matt -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Labonte, Phil Sent: Friday, April 08, 2005 11:26 AM To: Drew Barnes Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Cannot delete tickets as superuser? No it does not. I do not get a drop down list for status, just a few selections at the top right; Reply | Resolve | Open | Comment That is all I have. -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. From Joseph_Micciche at Progressive.com Fri Apr 8 13:12:09 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Fri, 8 Apr 2005 13:12:09 -0400 Subject: Subject: Re: Subject: [rt-users] Avaya Integration In-Reply-To: <20050408165227.A1FE14D81D5@diesel.bestpractical.com> Message-ID: > Ah, while integrating the Avaya alarms to cut tickets is interesting but > we'll probably do something similar to you of having the events pass > through our monitoring solution. What I was referring to was IVR and > call center integration. Depending on switch architecture, using vector steps to collect digits then stream that out via MAP/D (ASAI) or CMAPI to some CTI-enabled app might work. This presumes you're using auto-attendant with vector(s) as your voice response - if you have an IVR, you should be able to send to RT much easier. If your switch is Call Manager V2.x or greater, be sure to check out CMAPI: http://www.avaya.com/gcm/master-usa/en-us/products/offers/commmanagerpi.htm&View=ProdDescRelHistory Joe Micciche From zbigniew at starpower.net Fri Apr 8 13:24:49 2005 From: zbigniew at starpower.net (Zbigniew) Date: Fri, 8 Apr 2005 13:24:49 -0400 Subject: [rt-users] RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands Message-ID: <200504081329156.SM01204@PERSEUS> Recently upgraded from 3.2 to 3.4.1 and I am getting this error when displaying a ticket. error: RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowSummary line 56) context: ... 453: if ( $self->_Accessible( $Attrib, 'object' ) ) { 454: *{$AUTOLOAD} = sub { 455: my $s = shift; 456: return $s->_Object( 457: Field => $Attrib, 458: Args => [@_], 459: ); 460: }; 461: return $self->_Object( Field => $Attrib, Args => [@_] ); ... code stack: /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Record.pm:457 /opt/rt3/share/html/Ticket/Elements/ShowSummary:56 /opt/rt3/share/html/Ticket/Display.html:57 /opt/rt3/share/html/autohandler:215 RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowSummary line 56) Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowSummary line 56) ^J') called at /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Record.pm line 457 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Queue=HASH(0xa2a22e4)') called at /opt/rt3/share/html/Ticket/Elements/ShowSummary line 56 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xa29c670)', 'Attachments', 'RT::Attachments=HASH(0xa1fd844)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa2a14a 0)', 'Ticket', 'RT::Ticket=HASH(0xa29c670)', 'Attachments', 'RT::Attachments=HASH(0xa1fd844)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0xa29c670)', 'Attachments', 'RT::Attachments=HASH(0xa1fd844)') called at /opt/rt3/share/html/Ticket/Display.html line 57 HTML::Mason::Commands::__ANON__('id', 844, 'id', 844) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa25c20 8)', 'id', 844, 'id', 844) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'id', 844, 'id', 844) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x a935238)', 'id', 844) called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__('id', 844) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa9176c 4)', 'id', 844) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'id', 844) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa9352 38)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xa935238)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x91d1e70)', 'Apache::RequestRec=SCALAR(0xa7d8a9c)') called at /opt/rt3/bin/webmux.pl line 105 eval {...} at /opt/rt3/bin/webmux.pl line 105 RT::Mason::handler('Apache::RequestRec=SCALAR(0xa7d8a9c)') called at -e line 0 eval {...} at -e line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From zbigniew at starpower.net Fri Apr 8 13:25:01 2005 From: zbigniew at starpower.net (Zbigniew) Date: Fri, 8 Apr 2005 13:25:01 -0400 Subject: [rt-users] Can't locate object method "LimitToChildType" Message-ID: <200504081329890.SM01204@PERSEUS> Recently upgraded from 3.2 to 3.4.1 and I'm getting this on a lot of pages. Any suggestions? -Patrick Find groups whose System error error: Can't locate object method "LimitToChildType" via package "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58. context: ... 54: <& /Elements/SelectMatch, Name=> 'GroupOp' &> 55: 56: <%INIT> 57: my $CFs = RT::CustomFields->new($session{'CurrentUser'}); 58: $CFs->LimitToChildType('RT::Group'); 59: $CFs->OrderBy( FIELD => 'Name' ); 60: 61: code stack: /opt/rt3/share/html/Elements/SelectGroups:58 /opt/rt3/share/html/Admin/Groups/index.html:72 /opt/rt3/share/html/Admin/autohandler:47 /opt/rt3/share/html/autohandler:215 raw error Can't locate object method "LimitToChildType" via package "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58. Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "LimitToChildType" via package "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58.^J') called at /opt/rt3/share/html/Elements/SelectGroups line 58 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa29c15 8)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/Admin/Groups/index.html line 72 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa27c34 4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x ad3073c)') called at /opt/rt3/share/html/Admin/autohandler line 47 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5de38 c)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x ad3073c)') called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa16a0b 4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xad307 3c)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xad3073c)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x91d1e70)', 'Apache::RequestRec=SCALAR(0xa4c6bf4)') called at /opt/rt3/bin/webmux.pl line 105 eval {...} at /opt/rt3/bin/webmux.pl line 105 RT::Mason::handler('Apache::RequestRec=SCALAR(0xa4c6bf4)') called at -e line 0 eval {...} at -e line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Apr 8 13:56:54 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 08 Apr 2005 13:56:54 -0400 Subject: [rt-users] Can't locate object method "LimitToChildType" In-Reply-To: <200504081329890.SM01204@PERSEUS> References: <200504081329890.SM01204@PERSEUS> Message-ID: <4256C5E6.3050402@ucrwcu.rwc.uc.edu> Sounds like something changed and your local customizations are probably no longer in line with the API. Backup and move your local tree and report back if the errors continue. DB Zbigniew wrote: > Recently upgraded from 3.2 to 3.4.1 and I'm getting this on a lot of > pages. Any suggestions? > > -Patrick > > > > Find groups whose > > *System error* > > *error:* Can't locate object method "LimitToChildType" via package > "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58. > *context:* > *...* > *54:* <& /Elements/SelectMatch, Name=> 'GroupOp' &> > *55:* > *56:* <%INIT> > *57:* my $CFs = RT::CustomFields->new($session{'CurrentUser'}); > *58:* $CFs->LimitToChildType('RT::Group'); > *59:* $CFs->OrderBy( FIELD => 'Name' ); > *60:* > *61:* > > *code stack:* /opt/rt3/share/html/Elements/SelectGroups:58 > /opt/rt3/share/html/Admin/Groups/index.html:72 > /opt/rt3/share/html/Admin/autohandler:47 > /opt/rt3/share/html/autohandler:215 > > raw error > >Can't locate object method "LimitToChildType" via package "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58. > > >Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 >HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "LimitToChildType" via package "RT::CustomFields" at /opt/rt3/share/html/Elements/SelectGroups line 58.^J') called at /opt/rt3/share/html/Elements/SelectGroups line 58 >HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa29c158)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 >HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/Admin/Groups/index.html line 72 >HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa27c344)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 >HTML::Mason::Request::comp(undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 >HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xad3073c)') called at /opt/rt3/share/html/Admin/autohandler line 47 >HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5de38c)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 >HTML::Mason::Request::comp(undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 >HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xad3073c)') called at /opt/rt3/share/html/autohandler line 215 >HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa16a0b4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 >HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297 >HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xad3073c)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 >HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xad3073c)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 >HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x91d1e70)', 'Apache::RequestRec=SCALAR(0xa4c6bf4)') called at /opt/rt3/bin/webmux.pl line 105 >eval {...} at /opt/rt3/bin/webmux.pl line 105 >RT::Mason::handler('Apache::RequestRec=SCALAR(0xa4c6bf4)') called at -e line 0 >eval {...} at -e line 0 > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From phil.labonte at transcore.com Fri Apr 8 16:13:47 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 8 Apr 2005 16:13:47 -0400 Subject: [rt-users] Required Fields Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A393@torex1.tcore.com> Is it possible to configure RT so that you can configure required fields in RT. So that when you try and take ownership, some fields must be filed out before the ownership can be applied. Phil From DRamage at chartercom.com Sat Apr 9 03:17:35 2005 From: DRamage at chartercom.com (Ramage, David) Date: Sat, 9 Apr 2005 02:17:35 -0500 Subject: [rt-users] Unable to log out on RT 3.4.1 Message-ID: I have recently installed RT 3.4.1 on a Solaris 9 (Sparc) box using mod_perl. It seems to be working well, with one major exception, users can not log out. If the logout link is clicked in Firefox the user is asked to either save Logout.html or open it. If you chose to open it you get a blank page and find yourself logged into rt3. If this is tried in Internet Explorer the classic "this page can not be displayed" message comes up. As far as other software goes I'm using Apache 1.3.33, Perl 5.8.5, and mod_perl 1.29 running as a dso. Here's the virtual host section of httpd.conf: ServerName *box's fqdn* DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason What am I missing? David From rtb0y at yahoo.com Mon Apr 11 00:36:15 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Sun, 10 Apr 2005 21:36:15 -0700 (PDT) Subject: [rt-users] Cc upon ticket creation rather than future updates... Message-ID: <20050411043615.26084.qmail@web42106.mail.yahoo.com> Hi, Is there a way to send a carbon copy upon creation of a ticket to a certain email address rather than receiving just the next future update/s?? Also, do you know how to search for those deleted tickets in a particular cue?? the combo box in search builder doesn't include "deleted" in status. Why? __________________________________ Do you Yahoo!? Yahoo! Small Business - Try our new resources site! http://smallbusiness.yahoo.com/resources/ From yoavd at qballtech.net Mon Apr 11 04:14:08 2005 From: yoavd at qballtech.net (Yoav Daniely) Date: Mon, 11 Apr 2005 11:14:08 +0300 Subject: [rt-users] RT Hangs when removing users from group Message-ID: <20050411081300.23D015DF4@hawk.qballtech.net> Greetings, I have an RT installation version 3.4.1 that has been upgraded from rt 3.0.10. I followed the upgrade path as documents and everything seemed fine until I had to remove a user from a group. When I remove the users httpd hangs on 80% CPU and I cannot access rt unless I restart apache. I enabled logging on mysql and I get the following line when removing the user (in an endless loop) 6 Query SELECT * FROM CachedGroupMembers WHERE MemberId = '1' AND GroupId = '36' AND Disabled = '0' When I run this query by hang I get an empty set. other logs are empty. Any Ideas? Regards, Yoav Daniely. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sh.hancock at gmail.com Mon Apr 11 05:36:16 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Mon, 11 Apr 2005 05:36:16 -0400 Subject: [rt-users] Cc upon ticket creation rather than future updates... In-Reply-To: <20050411043615.26084.qmail@web42106.mail.yahoo.com> References: <20050411043615.26084.qmail@web42106.mail.yahoo.com> Message-ID: <78c5b14105041102361f8b1412@mail.gmail.com> There was an earlier email showing how to add deleted to the status drop down list by 0rnulf Nielson: Copy share/html/Search/Elements/PickBasics to local/html/Search/Elements/PickBasics and changed the line <& /Elements/SelectStatus, Name => "ValueOfStatus", SkipDeleted => 1 &> to <& /Elements/SelectStatus, Name => "ValueOfStatus", SkipDeleted => 0 &> However the results still display 0 entries. Anyone know what to do next? Stephen Hancock On Apr 11, 2005 12:36 AM, jay alvarez wrote: > Hi, > Is there a way to send a carbon copy upon creation > of a ticket to a certain email address rather than > receiving just the next future update/s?? > > Also, do you know how to search for those deleted > tickets in a particular cue?? the combo box in search > builder doesn't include "deleted" in status. Why? > > __________________________________ > Do you Yahoo!? > Yahoo! Small Business - Try our new resources site! > http://smallbusiness.yahoo.com/resources/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From yoavd at qballtech.net Mon Apr 11 06:08:26 2005 From: yoavd at qballtech.net (Yoav Daniely) Date: Mon, 11 Apr 2005 13:08:26 +0300 Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: <7F332A8009EE5D4CB62C87717A3498A10C8E9D09@exchange-be1.lancs.ac.uk> Message-ID: <20050411100711.6DAB26CB4B@hawk.qballtech.net> Ian, 1.mysql 4.0.18 2. DBIx::SearchBuilder ver 1.22 Regards, Yoav _____ From: Norton, Ian [mailto:i.norton at lancaster.ac.uk] Sent: Monday, April 11, 2005 1:01 PM To: Yoav Daniely; rt-users at lists.fsck.com Subject: RE: [rt-users] RT Hangs when removing users from group Yoav, What database are you using and which version of SearchBuilder? Regards, Ian. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav Daniely Sent: 11 April 2005 09:14 To: rt-users at lists.fsck.com Subject: [rt-users] RT Hangs when removing users from group Greetings, I have an RT installation version 3.4.1 that has been upgraded from rt 3.0.10. I followed the upgrade path as documents and everything seemed fine until I had to remove a user from a group. When I remove the users httpd hangs on 80% CPU and I cannot access rt unless I restart apache. I enabled logging on mysql and I get the following line when removing the user (in an endless loop) 6 Query SELECT * FROM CachedGroupMembers WHERE MemberId = '1' AND GroupId = '36' AND Disabled = '0' When I run this query by hang I get an empty set. other logs are empty. Any Ideas? Regards, Yoav Daniely. -------------- next part -------------- An HTML attachment was scrubbed... URL: From i.norton at lancaster.ac.uk Mon Apr 11 06:00:42 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 11 Apr 2005 11:00:42 +0100 Subject: [rt-users] RT Hangs when removing users from group Message-ID: <7F332A8009EE5D4CB62C87717A3498A10C8E9D09@exchange-be1.lancs.ac.uk> Yoav, What database are you using and which version of SearchBuilder? Regards, Ian. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav Daniely Sent: 11 April 2005 09:14 To: rt-users at lists.fsck.com Subject: [rt-users] RT Hangs when removing users from group Greetings, I have an RT installation version 3.4.1 that has been upgraded from rt 3.0.10. I followed the upgrade path as documents and everything seemed fine until I had to remove a user from a group. When I remove the users httpd hangs on 80% CPU and I cannot access rt unless I restart apache. I enabled logging on mysql and I get the following line when removing the user (in an endless loop) 6 Query SELECT * FROM CachedGroupMembers WHERE MemberId = '1' AND GroupId = '36' AND Disabled = '0' When I run this query by hang I get an empty set. other logs are empty. Any Ideas? Regards, Yoav Daniely. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Apr 11 08:52:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Apr 2005 08:52:19 -0400 Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: <20050411081300.23D015DF4@hawk.qballtech.net> References: <20050411081300.23D015DF4@hawk.qballtech.net> Message-ID: <20050411125218.GN22996@bestpractical.com> On Mon, Apr 11, 2005 at 11:14:08AM +0300, Yoav Daniely wrote: > Greetings, > > I have an RT installation version 3.4.1 that has been upgraded from rt > 3.0.10. > I followed the upgrade path as documents and everything seemed fine until I > had to remove a user from a group. > When I remove the users httpd hangs on 80% CPU and I cannot access rt unless > I restart apache. > I enabled logging on mysql and I get the following line when removing the > user (in an endless loop) Is it 100% reproducible? > 6 Query SELECT * FROM CachedGroupMembers WHERE MemberId = '1' AND > GroupId = '36' AND Disabled = '0' > > When I run this query by hang I get an empty set. > > other logs are empty. > Any Ideas? > > Regards, > > Yoav Daniely. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From tim_wilson at hopkins.k12.mn.us Mon Apr 11 09:34:58 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 11 Apr 2005 08:34:58 -0500 Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: <20050411081300.23D015DF4@hawk.qballtech.net> Message-ID: On 4/11/05 3:14 AM, "Yoav Daniely" wrote: > I have an RT installation version 3.4.1 that has been upgraded from rt 3.0.10. > I followed the upgrade path as documents and everything seemed fine until I > had to remove a user from a group. > When I remove the users httpd hangs on 80% CPU and I cannot access rt unless I > restart apache. > I enabled logging on mysql and I get the following line when removing the user > (in an endless loop) I'm seeing this too with RT 3.2.3 and Postgres 7.4 -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From jesse at bestpractical.com Mon Apr 11 09:53:56 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 11 Apr 2005 09:53:56 -0400 Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: References: <20050411081300.23D015DF4@hawk.qballtech.net> Message-ID: <20050411135356.GS22996@bestpractical.com> On Mon, Apr 11, 2005 at 08:34:58AM -0500, Tim Wilson wrote: > On 4/11/05 3:14 AM, "Yoav Daniely" wrote: > > > I have an RT installation version 3.4.1 that has been upgraded from rt 3.0.10. > > I followed the upgrade path as documents and everything seemed fine until I > > had to remove a user from a group. > > When I remove the users httpd hangs on 80% CPU and I cannot access rt unless I > > restart apache. > > I enabled logging on mysql and I get the following line when removing the user > > (in an endless loop) > > I'm seeing this too with RT 3.2.3 and Postgres 7.4 Same database query? > -Tim > > -- > Timothy Wilson > Technology Integration Specialist > Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) > ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From tim_wilson at hopkins.k12.mn.us Mon Apr 11 11:06:43 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 11 Apr 2005 10:06:43 -0500 Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: <20050411135356.GS22996@bestpractical.com> Message-ID: On 4/11/05 8:53 AM, "Jesse Vincent" wrote: >> I'm seeing this too with RT 3.2.3 and Postgres 7.4 > > Same database query? I haven't tried it myself, but my colleague reports that he had to restart apache after trying to remove someone from a group. It was definitely reproducible. I don't have any more detailed information than that at the moment unfortunately. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From fjonckers at Interconnect.be Mon Apr 11 10:57:44 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Mon, 11 Apr 2005 16:57:44 +0200 Subject: [rt-users] custom fields query not showing all tickets Message-ID: RT version 3.4.1 (latest stable version) installed on Windows 2003 server ... Added several custom fields (applied to all queues) one of them has the "select one value" type where you can choose between "Yes" or "No" This field is used to query a report where I would like to see all tickets which have status=Resolved and the custom field (mycustomfield) should not be "Yes" (this field is set to value "Yes" after the report has been run) Advanced view of the query: Status = 'resolved' AND 'CF.{mycustomfield}' != 'Yes' '__id__/TITLE:#', '__Subject__', '__Created__', '__Status__', '__CustomField.{mycustomfield}__' This results in a list of tickets only having the "No" value which basically is correct - but I don't get the tickets were has been entered in the custom field There is no restriction possible on the custom field to have only Yes/No value (must be filled in...) so the custom field is often set to ... (users forget to enter this ofcourse...) we used the same query in the older RT version 3.0.12 I believe - it worked fine is there a way to get all the tickets using the query builder or is this a bug in the query builder ? any help 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 ant at suave.net Mon Apr 11 11:17:07 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Mon, 11 Apr 2005 11:17:07 -0400 Subject: [rt-users] custom fields query not showing all tickets In-Reply-To: References: Message-ID: <20050411151706.GA29299@suave.net> A custom field has to be global to ALWAYS show up in the search... otherwise a queue needs to be searched that contains it (i.e. Queue is 'FOO') On Mon, Apr 11, 2005 at 04:57:44PM +0200, Filip Jonckers wrote: > RT version 3.4.1 (latest stable version) installed on Windows 2003 > server ... > > Added several custom fields (applied to all queues) > one of them has the "select one value" type where you can choose between > "Yes" or "No" > > This field is used to query a report where I would like to see all > tickets > which have status=Resolved and the custom field (mycustomfield) should > not be "Yes" > (this field is set to value "Yes" after the report has been run) > > Advanced view of the query: > > Status = 'resolved' AND 'CF.{mycustomfield}' != 'Yes' > > '__id__/TITLE:#', > '__Subject__', > '__Created__', > '__Status__', > '__CustomField.{mycustomfield}__' > > This results in a list of tickets only having the "No" value > which basically is correct - but I don't get the tickets were > has been entered in the custom field > There is no restriction possible on the custom field to have only Yes/No > value (must be filled in...) > so the custom field is often set to ... (users forget to > enter this ofcourse...) > > we used the same query in the older RT version 3.0.12 I believe - it > worked fine > > is there a way to get all the tickets using the query builder or is this > a bug in the query builder ? > > any help 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. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= If the enemy is in range, so are you. From barnesaw at ucrwcu.rwc.uc.edu Mon Apr 11 11:28:26 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 11 Apr 2005 11:28:26 -0400 Subject: [rt-users] custom fields query not showing all tickets In-Reply-To: References: Message-ID: <425A979A.8020403@ucrwcu.rwc.uc.edu> Filip Jonckers wrote: >RT version 3.4.1 (latest stable version) installed on Windows 2003 >server ... > >Added several custom fields (applied to all queues) >one of them has the "select one value" type where you can choose between >"Yes" or "No" > >This field is used to query a report where I would like to see all >tickets >which have status=Resolved and the custom field (mycustomfield) should >not be "Yes" >(this field is set to value "Yes" after the report has been run) > > You should look into writing a custom OnCreate scrip which will set that value to "No" on creation. Try http://wiki.bestpractical.com/index.cgi?DefaultCustomFieldValue for a framework. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From rickr at rice.edu Mon Apr 11 11:48:02 2005 From: rickr at rice.edu (Rick Russell) Date: Mon, 11 Apr 2005 10:48:02 -0500 Subject: ***SPAM*** [rt-users] Cc upon ticket creation rather than future updates... In-Reply-To: <20050411043615.26084.qmail@web42106.mail.yahoo.com> References: <20050411043615.26084.qmail@web42106.mail.yahoo.com> Message-ID: <425A9C32.5000501@rice.edu> jay alvarez wrote: > Is there a way to send a carbon copy upon creation > of a ticket to a certain email address rather than > receiving just the next future update/s?? Make a copy of your favorite notification template as a new template with your special To: address at the top To: tracking at mysite.site Then create a scrip: Condition: On Create Action: Notify Other Recipients with Template: My_Tracking_Template Rick R. -- Rick Russell For computer help, call xHELP (x4357 or 713-348-4357) OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 -- Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 253 bytes Desc: OpenPGP digital signature URL: From rickr at rice.edu Mon Apr 11 11:51:38 2005 From: rickr at rice.edu (Rick Russell) Date: Mon, 11 Apr 2005 10:51:38 -0500 Subject: [rt-users] Re: Cc upon ticket creation rather than future updates... Message-ID: <425A9D0A.4060101@rice.edu> jay alvarez wrote: > Is there a way to send a carbon copy upon creation > of a ticket to a certain email address rather than > receiving just the next future update/s?? Make a copy of your favorite notification template as a new template with your special To: address at the top To: tracking at mysite.site Then create a scrip: Condition: On Create Action: Notify Other Recipients with Template: My_Tracking_Template Rick R. -- Rick Russell For computer help, call xHELP (x4357 or 713-348-4357) OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 -- Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 From cornellgreen at gmail.com Mon Apr 11 11:40:04 2005 From: cornellgreen at gmail.com (Cornell Green) Date: Mon, 11 Apr 2005 11:40:04 -0400 Subject: [rt-users] Windows port and RTFM, Asset Tracker In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5E@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF5E@torex1.tcore.com> Message-ID: <5261639705041108409dd26e5@mail.gmail.com> Has anyone managed to install RTFM and/or Asset Tracker in the (most excellent) Windows port of 3.4.0? Any information/configuration help would be greatly appreciated. Also, has the "auto-login to root only" problem with the WIndows port been resolved? Thanks in advance From eslittles at ucdavis.edu Mon Apr 11 11:53:15 2005 From: eslittles at ucdavis.edu (Everett Littles) Date: Mon, 11 Apr 2005 08:53:15 -0700 Subject: [rt-users] Basic RPM Installation Question Message-ID: <406e14f29feb80755363651b7702acf5@ucdavis.edu> So I followed the installation guide at http://wiki.bestpractical.com/index.cgi?RPMInstall I downloaded everything to a directory, as the guide suggests and ran: rpm -Uvh *.rpm Everything said 100%, but then I was left with no clue on what do to next. I an new to RPM system so I am not sure exactly what I need to do next. Thanks -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2371 bytes Desc: not available URL: From pjsm at fct.unl.pt Mon Apr 11 12:20:44 2005 From: pjsm at fct.unl.pt (Paulo Matos) Date: Mon, 11 Apr 2005 17:20:44 +0100 (WEST) Subject: [rt-users] Basic RPM Installation Question In-Reply-To: <406e14f29feb80755363651b7702acf5@ucdavis.edu> References: <406e14f29feb80755363651b7702acf5@ucdavis.edu> Message-ID: On Mon, 11 Apr 2005, Everett Littles wrote: > So I followed the installation guide at > http://wiki.bestpractical.com/index.cgi?RPMInstall > > I downloaded everything to a directory, as the guide suggests and ran: > rpm -Uvh *.rpm > > Everything said 100%, but then I was left with no clue on what do to > next. I an new to RPM system so I am not sure exactly what I need to > do next. Well, read the "Post Installation Notes"!!! -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From ennis at mail.twcgb.net Mon Apr 11 12:38:19 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Mon, 11 Apr 2005 11:38:19 -0500 (CDT) Subject: [rt-users] Re: Cc upon ticket creation rather than future updates... Message-ID: <200504111638.j3BGcJ128555@mail.twcgb.net> Rick: Would you have any idea of how to put the contents of "specific ticket" into that email which is going to Jay's certain email address? Ennis McCaffrey Time Warner Cable Digital Network Engineer 1001 West Kennedy Avenue PO Box 145 Kimberly, WI 54136 (920) 831-9220 Office (920) 378-0416 Cell Ennis at Mail.TWCGB.NET From mikef at ack.Berkeley.EDU Mon Apr 11 14:04:15 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Mon, 11 Apr 2005 11:04:15 -0700 (PDT) Subject: [rt-users] Can't resolve dependencies for RT 3.4.1 Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm trying to do a fresh install of RT 3.4.1. I have already installed what I believe are all the prerequisite products and have run configure. Now I'm trying to run 'make fixdeps'. After doing this several times, I still can't get the following dependencies to resolve: Apache::Session 1.53...MISSING MIME::Entity 5.108...MISSING Apache::Test ...MISSING When I try to install them manually (with 'perl -MCPAN'), the installs fail. Before I did the RT configure, I had already installed the following (this is a FreeBSD 5.3-RELEASE system): OpenSSL (from ports) postgres 8 (with SSL support) (from ports) DBD::Pg 1.32 (from manual download) Apache 2.0.53 (from ports) FastCGI 2.4.0 (from ports) So, what do I do now about the unresolved dependencies shown above? Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQlq8Ja0bf1iNr4mCEQKEPgCg18D9rNs37hrHxf2lmTSQ8GpjYXcAoONy ia56p+HCrUByZdhKN5DgbTbN =Qtzy -----END PGP SIGNATURE----- From mikef at ack.Berkeley.EDU Mon Apr 11 14:18:05 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Mon, 11 Apr 2005 11:18:05 -0700 (PDT) Subject: [rt-users] Can't resolve dependencies for RT 3.4.1 In-Reply-To: References: Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mon, 11 Apr 2005 at 14:12 (-0400), Steve RIeger wrote: > i have rt 3.4.1 running fine on fbsd 5.3, apache::session i had to > install seperatly, can you please post the return of > which perl > perl -v Steve, Sure. which perl: /usr/bin/perl perl -v: This is perl, v5.8.5 built for i386-freebsd-64int I forgot to say earlier that I had installed perl 5.8.5 first. 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 _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQlq/Y60bf1iNr4mCEQIQFgCeKx+qyS/2L+7CDE7KOJ5aSIPkC/0AoIen NLlP1duq5HemEn7jz8ORAQW+ =VPND -----END PGP SIGNATURE----- From mikef at ack.Berkeley.EDU Mon Apr 11 14:25:31 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Mon, 11 Apr 2005 11:25:31 -0700 (PDT) Subject: [rt-users] Can't resolve dependencies for RT 3.4.1 In-Reply-To: References: Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mon, 11 Apr 2005 at 14:23 (-0400), Steve RIeger wrote: > is /usr/bin/perl a ln to /usr/local/bin/perl ? Steve, Yes, it is. 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 _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQlrBIa0bf1iNr4mCEQLQkQCdEPQPxMmykCb75i4UXYKillELDZAAoPMH zaG98rV2r2F/Je1YZwC7u+LP =bWpq -----END PGP SIGNATURE----- From mikef at ack.Berkeley.EDU Mon Apr 11 15:37:24 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Mon, 11 Apr 2005 12:37:24 -0700 (PDT) Subject: [rt-users] Can't resolve dependencies for RT 3.4.1 In-Reply-To: References: Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mon, 11 Apr 2005 at 14:28 (-0400), Steve RIeger wrote: > su - && cd /usr/ports/www/p5-Apache-Session && make all install Steve, OK, I was able to install Apache-Session from ports. Now, I still have the following unresolved dependencies: MIME::Entity 5.108...MISSING Apache::Test ...MISSING I'm not sure which MIME-related collection in ports is the one I want. As for Apache::Test, I tried installing it from ports, but the make failed. There were a bunch of syntax error messages produced during the compile, the last few of which are contained in the following: > ... > > mod_perl.c:1423: error: structure has no member named `dir_env' > mod_perl.c:1423: error: structure has no member named `env' > mod_perl.c:1429: error: structure has no member named `dir_env' > mod_perl.c:1429: error: structure has no member named `env' > mod_perl.c: In function `perl_call_handler': > mod_perl.c:1513: warning: initialization makes pointer from integer without a cast > mod_perl.c:1674: error: `SERVER_ERROR' undeclared (first use in this function) > mod_perl.c: In function `perl_request_rec': > mod_perl.c:1721: warning: cast from pointer to integer of different size > mod_perl.c:1725: warning: cast to pointer from integer of different size > mod_perl.c: In function `perl_setup_env': > mod_perl.c:1740: error: `array_header' undeclared (first use in this function) > mod_perl.c:1740: error: `arr' undeclared (first use in this function) > mod_perl.c:1741: error: `table_entry' undeclared (first use in this function) > mod_perl.c:1741: error: `elts' undeclared (first use in this function) > mod_perl.c:1741: error: syntax error before ')' token > *** Error code 1 Any ideas? Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQlrR+q0bf1iNr4mCEQKTmACg1S3BZDZxAlkiK35wUSaqr9GNwY0AoOFb upF97eSdXMYDhnrZwZm41oxl =S/Vp -----END PGP SIGNATURE----- From seph at directionless.org Mon Apr 11 15:47:45 2005 From: seph at directionless.org (seph) Date: Mon, 11 Apr 2005 15:47:45 -0400 Subject: [rt-users] Re: custom fields query not showing all tickets In-Reply-To: (Filip Jonckers's message of "Mon, 11 Apr 2005 16:57:44 +0200") References: Message-ID: > RT version 3.4.1 (latest stable version) installed on Windows 2003 > server ... > > Advanced view of the query: > > Status = 'resolved' AND 'CF.{mycustomfield}' != 'Yes' > > This results in a list of tickets only having the "No" value > which basically is correct - but I don't get the tickets were I believe this is a bug in RT, and I reported it as such. I included regression tests, and I expect Best Practical to fix it for 3.4.2. (Though I can't promise their time, and don't actually know how their scheduling is going) The work around we use here is to dump to a spreadsheet, and then sort on the custom field column. seph From r at elhames.co.uk Mon Apr 11 17:56:11 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Mon, 11 Apr 2005 22:56:11 +0100 Subject: [rt-users] Re: Cc upon ticket creation rather than futureupdates... References: <200504111638.j3BGcJ128555@mail.twcgb.net> Message-ID: <004201c53ee1$46db2d60$52c593c3@tiger> If you need it on ticket creation, then put {$Transaction->Content()} in the template where you want your transaction text to go. Alternatively you can add the following: cc: {$Ticket->CcAddresses}in your auto reply template just above Subject line and this should send a cc to your cc list. Roy ----- Original Message ----- From: "Ennis William McCaffrey" To: ; Sent: Monday, April 11, 2005 5:38 PM Subject: Re: [rt-users] Re: Cc upon ticket creation rather than futureupdates... > Rick: > > Would you have any idea of how to put the contents of "specific ticket" into > that email which is going to Jay's certain email address? > > > Ennis McCaffrey > > Time Warner Cable > Digital Network Engineer > > 1001 West Kennedy Avenue > PO Box 145 > Kimberly, WI 54136 > > (920) 831-9220 Office > (920) 378-0416 Cell > > Ennis at Mail.TWCGB.NET > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From yoavd at qballtech.net Mon Apr 11 18:09:06 2005 From: yoavd at qballtech.net (Yoav Daniely) Date: Tue, 12 Apr 2005 01:09:06 +0300 (IDT) Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: References: <20050411135356.GS22996@bestpractical.com> Message-ID: <1491.217.132.254.225.1113257346.squirrel@217.132.254.225> An HTML attachment was scrubbed... URL: From rmroland at indiana.edu Mon Apr 11 11:39:41 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Mon, 11 Apr 2005 10:39:41 -0500 Subject: [rt-users] Message-ID: We have a question of how to handle long term tickets. For example, say we receive a user creation request as soon as the person accepts the position. However, they don't actually start work for 3 months. What we would like is to be able to get the ticket off our current work plate (via 'stalled' or 'deferred' or something) but then have its status changed back to 'open' on a certain date (say a day or two before the person starts work). We've messed with 'Starts' and 'Due Date' but in our tests, neither seem to trigger automatically the way we want. Is there something we're overlooking that does NOT involve setting up rtcrontool? Thanks, Ryan Roland Network and Security Administrator Information Technology Division of Recreational Sports Indiana University SRSC 115H 1601 Law Lane Bloomingtin, IN 47405 812.855.9617 rmroland at indiana.edu From rtb0y at yahoo.com Mon Apr 11 20:49:28 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Mon, 11 Apr 2005 17:49:28 -0700 (PDT) Subject: [rt-users] Re: Cc upon ticket creation rather than futureupdates... In-Reply-To: 6667 Message-ID: <20050412004928.15887.qmail@web42106.mail.yahoo.com> Hi, --- Raed El - Hames wrote: > If you need it on ticket creation, then put > {$Transaction->Content()} in > the template where you want your transaction text to > go. Is it documented somewhere the meaning of those, I guess it looks like rt macros or something, or is it beyond the reach of end users? I'm referring to {$Transaction->Content()}, {$Ticket->CcAddresses} etc. > Alternatively you can add the following: cc: > {$Ticket->CcAddresses}in your > auto reply template just above Subject line and this > should send a cc to > your cc list. This one worked fine, but our netinfra guy asked me if there's a way to automatically send a carbon copy of the email upon ticket creation but without him having to enter anything on the cc field. I told him yes, there is, I can put it on the watchers list, but same as with the case above, only future updates will be cc'd. Question: What is the equivalent macro or something for those entries in Cc/AdminCC inside watchers list?? So that I can put: cc: {Watcherslist} right above the subject line of the autoreply template. Thanks a lot. > > Roy > > > ----- Original Message ----- > From: "Ennis William McCaffrey" > > To: ; > > Sent: Monday, April 11, 2005 5:38 PM > Subject: Re: [rt-users] Re: Cc upon ticket creation > rather than > futureupdates... > > > > Rick: > > > > Would you have any idea of how to put the contents > of "specific ticket" > into > > that email which is going to Jay's certain email > address? > > > > > > Ennis McCaffrey > > > > Time Warner Cable > > Digital Network Engineer > > > > 1001 West Kennedy Avenue > > PO Box 145 > > Kimberly, WI 54136 > > > > (920) 831-9220 Office > > (920) 378-0416 Cell > > > > Ennis at Mail.TWCGB.NET > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming > to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com > for details. > > > > Be sure to check out the RT Wiki at > http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to > your town soon! (Boston, San Francisco, Austin, > Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at > http://wiki.bestpractical.com > __________________________________ Do you Yahoo!? Yahoo! Mail - Helps protect you from nasty viruses. http://promotions.yahoo.com/new_mail From mose at ns.cune.edu Mon Apr 11 21:07:39 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Mon, 11 Apr 2005 20:07:39 -0500 (CDT) Subject: [rt-users] In-Reply-To: Message-ID: On Mon, 11 Apr 2005, Roland, Ryan M wrote: > What we would like is to be able to get the ticket off our current > work plate (via 'stalled' or 'deferred' or something) but then have > its status changed back to 'open' on a certain date (say a day or two > before the person starts work). We've messed with 'Starts' and 'Due > Date' but in our tests, neither seem to trigger automatically the way > we want. We have modified a local version of rt3/local/share/html/Elements/MyTickets so that it doesn't display tickets until the Starts time has passed (and it also displays stalled tickets). The relevant line is my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled') AND Starts <= '" . localtime() . "'"; ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "There is nothing as constant as change." From mikef at ack.Berkeley.EDU Mon Apr 11 21:12:00 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Mon, 11 Apr 2005 18:12:00 -0700 (PDT) Subject: [rt-users] Can't resolve dependencies for RT 3.4.1 In-Reply-To: <5a89f9953f13bfce4217a863915f6cab@tbwachiat.com> References: <5a89f9953f13bfce4217a863915f6cab@tbwachiat.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mon, 11 Apr 2005 at 15:41 (-0400), Steve RIeger wrote: > are you runing apache2 > > if you are runing apache1 did you install mod_perl Steve, As we discussed on the phone, I'm using FastCGI 2.4.2 with Apache 2.0.53. Thanks to your suggestions, I got my remaining dependencies resolved, rt installed and the database initialized. At this point, I'm ready to begin customization (of RT and Apache). I appreciate your help. 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 _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQlsgZq0bf1iNr4mCEQKPrACfbEto21zvzdd0xEvXCRob17mGJjEAn3ji +hM6scMfuqK+MYpHaIoktxLz =3Ozq -----END PGP SIGNATURE----- From andrew at staff.esc.net.au Mon Apr 11 23:34:43 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 12 Apr 2005 13:04:43 +0930 Subject: [rt-users] Auto closing jobs Message-ID: <20050412033820.514A461C2C3@sr-gw.esc.net.au> Hi People Is there any way I can use rt-crontool to update the status of a job when they hit overdue? I knowthere is an overdue thing in the search library, but I cant find one to change status. thanks thanks Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 1538 bytes Desc: not available URL: From smuller at netcommplete.com.au Mon Apr 11 23:18:42 2005 From: smuller at netcommplete.com.au (Scott Muller) Date: Tue, 12 Apr 2005 13:18:42 +1000 Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: References: Message-ID: <425B3E12.5010609@netcommplete.com.au> > >>I have an RT installation version 3.4.1 that has been upgraded from rt 3.0.10. >>I followed the upgrade path as documents and everything seemed fine until I >>had to remove a user from a group. >>When I remove the users httpd hangs on 80% CPU and I cannot access rt unless I >>restart apache. >>I enabled logging on mysql and I get the following line when removing the user >>(in an endless loop) > I am also seeing this happen. FreeBSD 5.3 rt 3.2.2 perl 5.8.6_2 p5-DBIx-SearchBuilder-1.22 mysql 4.1.9 apache-1.3.33_1 fastcgi ANY attempt to delete a user from a group leads to the following SQL query being repeated until apache is restarted SELECT * FROM CachedGroupMembers WHERE Disabled = '0' AND GroupId = '29' AND MemberId = '1' This install has been upgraded over time from 3.?. This happens if the user being removed existed before the upgrade or if it is a new user. -- Scott Muller. From rene at tunix.nl Tue Apr 12 03:48:57 2005 From: rene at tunix.nl (Rene de Vries) Date: Tue, 12 Apr 2005 09:48:57 +0200 Subject: [rt-users] Adding queue watchers Message-ID: <7def9435c1556e332b93d92934121f85@tunix.nl> We're in te process of testing RT3 for use as a call-tracking system. For archiving purposes we would like to send a copy of any message going through RT3 to a specific email adres. From what I understood is that 'Queue-Watchers' is te way to go. The problem is that when I try to add a user to the 'watcher', I get the message: 'Group not found'. The version RT3 I'm using is 3.4.1. Does somebody know what I'm doing wrong or is this a known problem? Thanks, Rene -- Ren? de Vries Tunix Internet Security & Training From aturetta+rt at bestunion.it Tue Apr 12 05:17:15 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Tue, 12 Apr 2005 11:17:15 +0200 Subject: [***SPAM*** 5.7] Re: [rt-users] Heads Up: DBD::Pg 1.40 In-Reply-To: <20050303033237.GU3342@bestpractical.com> References: <20050303033237.GU3342@bestpractical.com> Message-ID: <425B921B.8080200@bestunion.it> An embedded and charset-unspecified text was scrubbed... Name: not available URL: -------------- next part -------------- An embedded message was scrubbed... From: Angelo Turetta Subject: Re: [rt-users] Heads Up: DBD::Pg 1.40 Date: Tue, 12 Apr 2005 11:17:15 +0200 Size: 1190 URL: From stephen at jadevine.org.uk Tue Apr 12 05:58:28 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Tue, 12 Apr 2005 10:58:28 +0100 Subject: [rt-users] mod_perl2 incompatible changes Message-ID: <20050412095828.GC21322@computing-services.oxford.ac.uk> Just a quick heads up to everyone using RT (of any version) with mod_perl2. The latest release, version 2.0.0-RC5, also known as 1.999_22, contains a large number of changes which are COMPLETELY INCOMPATIBLE with all previous versions. See this email message for details: http://gossamer-threads.com/lists/modperl/modperl/80048 and this webpage: http://perl.apache.org/docs/2.0/rename.html These changes, I believe, will completely break the mod_perl2 support in RT (or at the very least the configuration of such a system). Stephen From koos at kzdoos.xs4all.nl Tue Apr 12 06:01:13 2005 From: koos at kzdoos.xs4all.nl (Koos van den Hout) Date: Tue, 12 Apr 2005 12:01:13 +0200 Subject: [rt-users] checkboxes without value don't work Message-ID: <20050412100113.GA24090@kzdoos.xs4all.nl> One of our RT users complained that he could not delete ticket watchers, and I found the reason: he uses a recent browser and when an input checkbox entity has no value, it won't get passed (see http://www.w3.org/TR/REC-html40/interact/forms.html for the 'rules'). So, I created a local/html/Ticket/Elements/EditWatchers with that correction, and now stuff works. Diff below. Please fix this upstream, in all cases of input type="CHECKBOX" *** share/html/Ticket/Elements/EditWatchers Thu Jul 29 02:08:11 2004 --- local/html/Ticket/Elements/EditWatchers Tue Apr 12 11:55:06 2005 *************** *** 52,58 **** %while (my $watcher=$Members->Next) {
  • ! %if ($watcher->MemberObj->IsUser) { <%$watcher->MemberObj->Object->Name%> --- 52,58 ---- %while (my $watcher=$Members->Next) {
  • ! %if ($watcher->MemberObj->IsUser) { <%$watcher->MemberObj->Object->Name%> -- Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) Fax +31-30-2817051 Visit the site about books with reviews /\\ http://idefix.net/~koos/ http://www.virtualbookcase.com/ _\_V -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 248 bytes Desc: not available URL: From seph at directionless.org Tue Apr 12 09:32:51 2005 From: seph at directionless.org (seph) Date: Tue, 12 Apr 2005 09:32:51 -0400 Subject: [rt-users] Re: Adding queue watchers In-Reply-To: <7def9435c1556e332b93d92934121f85@tunix.nl> (Rene de Vries's message of "Tue, 12 Apr 2005 09:48:57 +0200") References: <7def9435c1556e332b93d92934121f85@tunix.nl> Message-ID: > We're in te process of testing RT3 for use as a call-tracking > system. For archiving purposes we would like to send a copy of any > message going through RT3 to a specific email adres. When you say "any message" do you mean every transaction? every email? every corrospondance? If you mean every email, I'd do it at the MTA level. > From what I understood is that 'Queue-Watchers' is te way to go. Yes, that's one way to do it. You could create the user, add it as a queue watcher, and set your scrips appropriately. Another way would be to write a custom scrip to send email, and trigger it on every transaction. seph From leolist at optushome.com.au Tue Apr 12 08:14:45 2005 From: leolist at optushome.com.au (Leo List) Date: Tue, 12 Apr 2005 22:14:45 +1000 Subject: [rt-users] Developer in Sydney wanted Message-ID: <425BBBB5.3000801@optushome.com.au> Sorry if this is slightly off topic, but we are looking to modify RT and would like to do this in Sydney (Australia). Anybody interrested, please drop me a line. Cheers, leo From erol at samurai.com Tue Apr 12 10:26:20 2005 From: erol at samurai.com (erol) Date: Tue, 12 Apr 2005 10:26:20 -0400 Subject: [rt-users] Queue Ownership Message-ID: <20050412142620.GB42455@samurai.com> Greetings RT Users, I've been setting up RT and all has gone well. Though I am missing something as it relates to Queue and ticket ownership. Currently I've got 13 users and one queue for each user. I've setup user-rt at domain.tld address to submit tickets via email. Is there a way to make RT assign ownership of a ticket to a specific user based on the queue it is being submitted to? For example: I submit a ticket to erol-rt at domain.tld , I want that ticket to be owned by erol in the queue erol. I've gone through the doc's and google but nothing is leaping out at me. Any ideas? or am I out to lunch? Thanks. -- erol erol at samurai.com "Life is a tragic comedy. If you can't laugh, you must cry. I prefer to laugh." -- G. Graffin From Joseph_Micciche at Progressive.com Tue Apr 12 11:12:56 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 12 Apr 2005 11:12:56 -0400 Subject: [rt-users] Group cannot be assigned as Watchers Message-ID: Request Tracker 3.2.3 I have a group named "employees". Group rights under Queue X for this group include CreateTicket, OwnTicket, ReplytoTicket, Watch. When a new ticket is created in Queue X and I want to add group "employees" as Watchers, under Jumbo update --> New Watchers --> Find Group whose name includes employees --> hit Go!, the screen refreshes with no results to select from. I can go into the Queue X configuration and permanently assign this group as Watchers, I just can't do it within a ticket. Any ideas? Thanks. Joe Micciche From tsuter at cait.org Tue Apr 12 11:20:21 2005 From: tsuter at cait.org (Tim Suter) Date: Tue, 12 Apr 2005 10:20:21 -0500 Subject: [rt-users] RT2 to RT3 upgrade soon. Message-ID: <1113319221.6080.2.camel@localhost.localdomain> Soon I will be migrating to RHEL4 on the box we use to host our RT2 implementation. At that time, I am also going to the latest RT3 release. We use MySQL as the db. Any words of wisdom, or more preferably, point me to a howto or some notes of similar install procedure? Thanks, Tim From barnesaw at ucrwcu.rwc.uc.edu Tue Apr 12 11:22:39 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 12 Apr 2005 11:22:39 -0400 Subject: [rt-users] RT2 to RT3 upgrade soon. In-Reply-To: <1113319221.6080.2.camel@localhost.localdomain> References: <1113319221.6080.2.camel@localhost.localdomain> Message-ID: <425BE7BF.6020900@ucrwcu.rwc.uc.edu> Tim Suter wrote: >Soon I will be migrating to RHEL4 on the box we use to host our RT2 >implementation. At that time, I am also going to the latest RT3 >release. We use MySQL as the db. Any words of wisdom, or more >preferably, point me to a howto or some notes of similar install >procedure? > > First thing to do is search the list, as this has been documented extensively. http://www.gossamer-threads.com/lists/rt/ -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jra at baylink.com Tue Apr 12 12:01:42 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 12 Apr 2005 12:01:42 -0400 Subject: [rt-users] mod_perl2 incompatible changes In-Reply-To: <20050412095828.GC21322@computing-services.oxford.ac.uk>; from Stephen Quinney on Tue, Apr 12, 2005 at 10:58:28AM +0100 References: <20050412095828.GC21322@computing-services.oxford.ac.uk> Message-ID: <20050412120142.A17120@cgi.jachomes.com> On Tue, Apr 12, 2005 at 10:58:28AM +0100, Stephen Quinney wrote: > See this email message for details: > http://gossamer-threads.com/lists/modperl/modperl/80048 > and this webpage: > http://perl.apache.org/docs/2.0/rename.html > > These changes, I believe, will completely break the mod_perl2 support > in RT (or at the very least the configuration of such a system). Short version: they finally realized that mod_perl2 is *not* just a drop in replacement for mod_perl1, and shouldn't be treated that way in the namespace. Alas, this will likely make life difficult for people who want to be compatible with both releases. It will be interesting to see how this one shakes out. In any event, RC4 does seem to work ok with RT. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From bestpractical at daley.snurgle.org Tue Apr 12 12:04:08 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 12 Apr 2005 12:04:08 -0400 (EDT) Subject: [rt-users] Mysql -> Postgres In-Reply-To: <425BE7BF.6020900@ucrwcu.rwc.uc.edu> References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> Message-ID: I have used RT on mysql for a bit, but I am looking to migrate to PG for some other projects, and I figured it would be better if I could run one server, rather than two. I am using debian packages: RT: 3.4.1-2 Postgresql: 7.4.7-3 When I run the rt-setup-database script, it has trouble creating the system user, _BootstrapCreate: "Couldn't create a Principal on new user create. Strange things are afoot at the circle K" I saw one person with this error who was using Oracle, but have not seen other solutions in the archives. Any advice? Thanks. From dle at sympatico.ca Tue Apr 12 12:48:48 2005 From: dle at sympatico.ca (Dave Edwards) Date: Tue, 12 Apr 2005 12:48:48 -0400 Subject: [rt-users] Queue Ownership In-Reply-To: <20050412142620.GB42455@samurai.com> References: <20050412142620.GB42455@samurai.com> Message-ID: <20050412164848.GE11206@sympatico.ca> * erol [2005-04-12T10:26-0400]: > I've been setting up RT and all has gone well. Though I am missing > something as it relates to Queue and ticket ownership. > > Currently I've got 13 users and one queue for each user. I've > setup user-rt at domain.tld address to submit tickets via email. Is > there a way to make RT assign ownership of a ticket to a specific user > based on the queue it is being submitted to? > Hi Erol. See http://gossamer-threads.com/lists/rt/users/42631?nohighlight=1#42631 for a couple approaches, including one that I use. Cheers, Dave. -- Dave Edwards Freelance and Technical Writer, With Special Interest in Open Source Software http://bigStory.homelinux.org -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From jra at baylink.com Tue Apr 12 12:43:30 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 12 Apr 2005 12:43:30 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: ; from Jon Daley on Tue, Apr 12, 2005 at 12:04:08PM -0400 References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> Message-ID: <20050412124330.C17120@cgi.jachomes.com> On Tue, Apr 12, 2005 at 12:04:08PM -0400, Jon Daley wrote: > I have used RT on mysql for a bit, but I am looking to migrate to > PG for some other projects, and I figured it would be better if I could > run one server, rather than two. > I am using debian packages: > > RT: 3.4.1-2 > Postgresql: 7.4.7-3 > > When I run the rt-setup-database script, it has trouble creating > the system user, _BootstrapCreate: > "Couldn't create a Principal on new user create. Strange things are afoot > at the circle K" > > I saw one person with this error who was using Oracle, but have > not seen other solutions in the archives. They're there. I had it on Pg as well. Your DBD::Pg is 1.40, which won't work. 1.41 might, 1.32 definitely will. Either upgrade or downgrade. If you're already *running* 1.41, let us know, cause that means they haven't fixed it yet. Switch out the module, zap the databases, and restart the install. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From bestpractical at daley.snurgle.org Tue Apr 12 13:11:14 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 12 Apr 2005 13:11:14 -0400 (EDT) Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050412124330.C17120@cgi.jachomes.com> References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> Message-ID: Yeah, I saw that about 1.40. I am pretty sure that I have 1.32. Am I looking in the right place: /usr/lib/perl5/DBD/Pg.pm, line 15: $DBD::Pg::VERSION = '1.32'; On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > They're there. I had it on Pg as well. Your DBD::Pg is 1.40, which > won't work. 1.41 might, 1.32 definitely will. Either upgrade or > downgrade. If you're already *running* 1.41, let us know, cause that > means they haven't fixed it yet. > > Switch out the module, zap the databases, and restart the install. From jra at baylink.com Tue Apr 12 14:28:46 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 12 Apr 2005 14:28:46 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: ; from Jon Daley on Tue, Apr 12, 2005 at 01:11:14PM -0400 References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> Message-ID: <20050412142844.A2526@cgi.jachomes.com> On Tue, Apr 12, 2005 at 01:11:14PM -0400, Jon Daley wrote: > Yeah, I saw that about 1.40. I am pretty sure that I have 1.32. > Am I looking in the right place: > /usr/lib/perl5/DBD/Pg.pm, line 15: > > $DBD::Pg::VERSION = '1.32'; I'd check to see if there's some *other* DBD::Pg on your perl path above that... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Tue Apr 12 14:32:36 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 12 Apr 2005 14:32:36 -0400 Subject: [rt-users] mod_perl2 incompatible changes In-Reply-To: <20050412120142.A17120@cgi.jachomes.com>; from "Jay R. Ashworth" on Tue, Apr 12, 2005 at 12:01:42PM -0400 References: <20050412095828.GC21322@computing-services.oxford.ac.uk> <20050412120142.A17120@cgi.jachomes.com> Message-ID: <20050412143236.C2526@cgi.jachomes.com> On Tue, Apr 12, 2005 at 12:01:42PM -0400, Jay R. Ashworth wrote: > Short version: they finally realized that mod_perl2 is *not* just a > drop in replacement for mod_perl1, and shouldn't be treated that way in > the namespace. I suppose, having eaten lunch now, that I should clarify that. :-) The real problem, as I understood it from The Early Days (ie: last year) was that they'd collide if you tried to have both of them on the same system -- and there were good and valid reasons to do that. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From bestpractical at daley.snurgle.org Tue Apr 12 15:08:46 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 12 Apr 2005 15:08:46 -0400 (EDT) Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050412142844.A2526@cgi.jachomes.com> References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> Message-ID: On Tue, 12 Apr 2005, Jay R. Ashworth wrote: >> /usr/lib/perl5/DBD/Pg.pm, line 15: >> $DBD::Pg::VERSION = '1.32'; > > I'd check to see if there's some *other* DBD::Pg on your perl path > above that... Ah, good thought. The only other Pg.pm on the system is /usr/share/perl5/Pg.pm, but I am thinking that is not related. Yes? Version 2.0.2 From vicki at progeny.com Tue Apr 12 14:44:11 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 12 Apr 2005 14:44:11 -0400 Subject: [rt-users] RPM for rt-3.4.1 Message-ID: <425C16FB.9020508@progeny.com> I know I saw someone post a mail which included links to an rpm for rt-3.4.1, but I can't find it with a google search. Was I hallucinating, or does such a beast indeed exist. If it exists, where might I find it? Vicki From vicki at progeny.com Tue Apr 12 14:54:30 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 12 Apr 2005 14:54:30 -0400 Subject: [rt-users] RPM for rt-3.4.1 In-Reply-To: References: <425C16FB.9020508@progeny.com> Message-ID: <425C1966.2080600@progeny.com> Steve RIeger wrote: > http://rpm.pbone.net/index.php3/stat/4/idpl/1793306/com/rt3-3.4.1 > -0.pm.5.fc3.noarch.rpm.html > > > > On Apr 12, 2005, at 2:44 PM, Vicki Stanfield wrote: > >> I know I saw someone post a mail which included links to an rpm for >> rt-3.4.1, but I can't find it with a google search. Was I >> hallucinating, or does such a beast indeed exist. If it exists, >> where might I find it? >> >> Vicki >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! >> (Boston, San Francisco, Austin, Sydney) Contact >> training at bestpractical.com for details. >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> > -- > Steve Rieger > (212) 804-1131 (Work) > (646) 335-8915 (Cell) > chozrim (aim) > Thanks, I didn't realize that it was a src rpm, but I guess that makes sense. Vicki From jra at baylink.com Tue Apr 12 15:44:16 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 12 Apr 2005 15:44:16 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: ; from Jon Daley on Tue, Apr 12, 2005 at 03:08:46PM -0400 References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> Message-ID: <20050412154416.F2526@cgi.jachomes.com> On Tue, Apr 12, 2005 at 03:08:46PM -0400, Jon Daley wrote: > On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > >> /usr/lib/perl5/DBD/Pg.pm, line 15: > >> $DBD::Pg::VERSION = '1.32'; > > > > I'd check to see if there's some *other* DBD::Pg on your perl path > > above that... > > Ah, good thought. The only other Pg.pm on the system is > /usr/share/perl5/Pg.pm, but I am thinking that is not related. Yes? > Version 2.0.2 Not with that version number. You may have to post the full backtrace, then; this may be something different. Which Pg; did we ask? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From bestpractical at daley.snurgle.org Tue Apr 12 16:04:18 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 12 Apr 2005 16:04:18 -0400 (EDT) Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050412154416.F2526@cgi.jachomes.com> References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> Message-ID: On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > You may have to post the full backtrace, then; this may be something > different. Which Pg; did we ask? 7.4.7-3 I only know enough perl to be dangerous. What do I need to do to get a backtrace? From vicki at progeny.com Tue Apr 12 15:30:52 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 12 Apr 2005 15:30:52 -0400 Subject: [rt-users] RPM for rt-3.4.1 In-Reply-To: <425C1966.2080600@progeny.com> References: <425C16FB.9020508@progeny.com> <425C1966.2080600@progeny.com> Message-ID: <425C21EC.1040109@progeny.com> Vicki Stanfield wrote: > Steve RIeger wrote: > >> http://rpm.pbone.net/index.php3/stat/4/idpl/1793306/com/rt3-3.4.1 >> -0.pm.5.fc3.noarch.rpm.html >> >> >> >> On Apr 12, 2005, at 2:44 PM, Vicki Stanfield wrote: >> >>> I know I saw someone post a mail which included links to an rpm for >>> rt-3.4.1, but I can't find it with a google search. Was I >>> hallucinating, or does such a beast indeed exist. If it exists, >>> where might I find it? >>> >>> Vicki >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> RT Administrator and Developer training is coming to your town >>> soon! (Boston, San Francisco, Austin, Sydney) Contact >>> training at bestpractical.com for details. >>> >>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> >>> >> -- >> Steve Rieger >> (212) 804-1131 (Work) >> (646) 335-8915 (Cell) >> chozrim (aim) >> > Thanks, I didn't realize that it was a src rpm, but I guess that makes > sense. > > Vicki Okay, now I run into dependency problems which don't seem to make sense. Is it that there is a separate rpm for CentOS 4.0 than the FC3 one or are they the same? Vicki From steve.rieger at tbwachiat.com Tue Apr 12 15:46:16 2005 From: steve.rieger at tbwachiat.com (Steve RIeger) Date: Tue, 12 Apr 2005 15:46:16 -0400 Subject: [rt-users] RPM for rt-3.4.1 In-Reply-To: <425C16FB.9020508@progeny.com> References: <425C16FB.9020508@progeny.com> Message-ID: http://rpm.pbone.net/index.php3/stat/4/idpl/1793306/com/rt3-3.4.1 -0.pm.5.fc3.noarch.rpm.html On Apr 12, 2005, at 2:44 PM, Vicki Stanfield wrote: > I know I saw someone post a mail which included links to an rpm for > rt-3.4.1, but I can't find it with a google search. Was I > hallucinating, or does such a beast indeed exist. If it exists, where > might I find it? > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > -- Steve Rieger (212) 804-1131 (Work) (646) 335-8915 (Cell) chozrim (aim) From jra at baylink.com Tue Apr 12 16:41:21 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 12 Apr 2005 16:41:21 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: ; from Jon Daley on Tue, Apr 12, 2005 at 04:04:18PM -0400 References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> Message-ID: <20050412164121.C18396@cgi.jachomes.com> On Tue, Apr 12, 2005 at 04:04:18PM -0400, Jon Daley wrote: > On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > > You may have to post the full backtrace, then; this may be something > > different. Which Pg; did we ask? > > 7.4.7-3 > > I only know enough perl to be dangerous. What do I need to do to get a > backtrace? Hmmm... I thought one came out with that error... No? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From vicki at progeny.com Tue Apr 12 16:18:02 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 12 Apr 2005 16:18:02 -0400 Subject: [rt-users] RPM for rt-3.4.1 In-Reply-To: <425C21EC.1040109@progeny.com> References: <425C16FB.9020508@progeny.com> <425C1966.2080600@progeny.com> <425C21EC.1040109@progeny.com> Message-ID: <425C2CFA.6000304@progeny.com> Vicki Stanfield wrote: > Vicki Stanfield wrote: > >> Steve RIeger wrote: >> >>> http://rpm.pbone.net/index.php3/stat/4/idpl/1793306/com/rt3-3.4.1 >>> -0.pm.5.fc3.noarch.rpm.html >>> >>> >>> >>> On Apr 12, 2005, at 2:44 PM, Vicki Stanfield wrote: >>> >>>> I know I saw someone post a mail which included links to an rpm >>>> for rt-3.4.1, but I can't find it with a google search. Was I >>>> hallucinating, or does such a beast indeed exist. If it exists, >>>> where might I find it? >>>> >>>> Vicki >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> RT Administrator and Developer training is coming to your town >>>> soon! (Boston, San Francisco, Austin, Sydney) Contact >>>> training at bestpractical.com for details. >>>> >>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>> >>>> >>>> >>> -- >>> Steve Rieger >>> (212) 804-1131 (Work) >>> (646) 335-8915 (Cell) >>> chozrim (aim) >>> >> Thanks, I didn't realize that it was a src rpm, but I guess that >> makes sense. >> >> Vicki > > > Okay, now I run into dependency problems which don't seem to make > sense. Is it that there is a separate rpm for CentOS 4.0 than the FC3 > one or are they the same? > > Vicki Sorry. I should have included a listing of the dependencies in question! Here they are: error: Failed dependencies: perl(Apache::DBI) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Apache::Session) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Cache::Simple::TimedExpiry) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(DBIx::SearchBuilder) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(DBIx::SearchBuilder::Record::Cachable) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(HTML::Mason) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(HTML::Scrubber) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Locale::Maketext::Fuzzy) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Locale::Maketext::Lexicon) >= 0.25 is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Log::Dispatch) >= 1.6 is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(MIME::Entity) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(MIME::Head) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(MIME::Parser) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(MIME::Words) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Mail::Address) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Mail::GnuPG) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Module::Versions::Report) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Regexp::Common) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Term::ReadKey) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Text::Quoted) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Text::Template) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Text::Wrapper) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Time::ParseDate) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(Tree::Simple) is needed by rt3-3.4.1-0.pm.5.fc3.noarch perl(XML::Simple) is needed by rt3-3.4.1-0.pm.5.fc3.noarch What confuses me is that rpm -q perl shows perl-5.8.5-12.1. Am I missing something simple here? This is on a CentOS 4.0 system using the rpm at http://rpm.pbone.net/index.php3/stat/4/idpl/1793306/com/rt3-3.4.1. Vicki From steve.rieger at tbwachiat.com Tue Apr 12 17:32:08 2005 From: steve.rieger at tbwachiat.com (Steve RIeger) Date: Tue, 12 Apr 2005 17:32:08 -0400 Subject: [rt-users] RPM for rt-3.4.1 In-Reply-To: <425C2CFA.6000304@progeny.com> References: <425C16FB.9020508@progeny.com> <425C1966.2080600@progeny.com> <425C21EC.1040109@progeny.com> <425C2CFA.6000304@progeny.com> Message-ID: <962494627b8984e8aa70c0ecbb91b50d@tbwachiat.com> ok lets do this, d/l source code from bestpractical, and run the make testdeps, and make fixdeps, once that completes if you so desire you can install from rpm, but i would install from source. you will have total control over where and what gets installed. if you need a hand ask On Apr 12, 2005, at 4:18 PM, Vicki Stanfield wrote: > Vicki Stanfield wrote: > >> Vicki Stanfield wrote: >> >>> Steve RIeger wrote: >>> >>>> http://rpm.pbone.net/index.php3/stat/4/idpl/1793306/com/rt3-3.4.1 >>>> -0.pm.5.fc3.noarch.rpm.html >>>> >>>> >>>> >>>> On Apr 12, 2005, at 2:44 PM, Vicki Stanfield wrote: >>>> >>>>> I know I saw someone post a mail which included links to an rpm >>>>> for rt-3.4.1, but I can't find it with a google search. Was I >>>>> hallucinating, or does such a beast indeed exist. If it exists, >>>>> where might I find it? >>>>> >>>>> Vicki >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> RT Administrator and Developer training is coming to your town >>>>> soon! (Boston, San Francisco, Austin, Sydney) Contact >>>>> training at bestpractical.com for details. >>>>> >>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>>> >>>>> >>>>> >>>> -- >>>> Steve Rieger >>>> (212) 804-1131 (Work) >>>> (646) 335-8915 (Cell) >>>> chozrim (aim) >>>> >>> Thanks, I didn't realize that it was a src rpm, but I guess that >>> makes sense. >>> >>> Vicki >> >> >> Okay, now I run into dependency problems which don't seem to make >> sense. Is it that there is a separate rpm for CentOS 4.0 than the FC3 >> one or are they the same? >> >> Vicki > > Sorry. I should have included a listing of the dependencies in > question! Here they are: > > error: Failed dependencies: > perl(Apache::DBI) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Apache::Session) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Cache::Simple::TimedExpiry) is needed by > rt3-3.4.1-0.pm.5.fc3.noarch > perl(DBIx::SearchBuilder) is needed by > rt3-3.4.1-0.pm.5.fc3.noarch > perl(DBIx::SearchBuilder::Record::Cachable) is needed by > rt3-3.4.1-0.pm.5.fc3.noarch > perl(HTML::Mason) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(HTML::Scrubber) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Locale::Maketext::Fuzzy) is needed by > rt3-3.4.1-0.pm.5.fc3.noarch > perl(Locale::Maketext::Lexicon) >= 0.25 is needed by > rt3-3.4.1-0.pm.5.fc3.noarch > perl(Log::Dispatch) >= 1.6 is needed by > rt3-3.4.1-0.pm.5.fc3.noarch > perl(MIME::Entity) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(MIME::Head) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(MIME::Parser) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(MIME::Words) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Mail::Address) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Mail::GnuPG) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Module::Versions::Report) is needed by > rt3-3.4.1-0.pm.5.fc3.noarch > perl(Regexp::Common) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Term::ReadKey) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Text::Quoted) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Text::Template) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Text::Wrapper) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Time::ParseDate) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(Tree::Simple) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > perl(XML::Simple) is needed by rt3-3.4.1-0.pm.5.fc3.noarch > > What confuses me is that rpm -q perl shows perl-5.8.5-12.1. Am I > missing something simple here? This is on a CentOS 4.0 system using > the rpm at > http://rpm.pbone.net/index.php3/stat/4/idpl/1793306/com/rt3-3.4.1. > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > -- Steve Rieger (212) 804-1131 (Work) (646) 335-8915 (Cell) chozrim (aim) From r at elhames.co.uk Tue Apr 12 18:10:49 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Tue, 12 Apr 2005 23:10:49 +0100 Subject: [rt-users] Queue Ownership References: <20050412142620.GB42455@samurai.com> Message-ID: <005c01c53fac$7c9fa810$52c593c3@tiger> Have a scrip action on each queue, where on condition:create ticket, the user defined action is to change ownership to your user: ie for erol-rt queue, set up the following scrip: Condition:On Create Action:User defined Custom action cleanup code: $self->TicketObj->SetOwner('erol'); Template : blank Roy ----- Original Message ----- From: "erol" To: Sent: Tuesday, April 12, 2005 3:26 PM Subject: [rt-users] Queue Ownership > Greetings RT Users, > > I've been setting up RT and all has gone well. Though I am missing > something as it relates to Queue and ticket ownership. > > Currently I've got 13 users and one queue for each user. I've > setup user-rt at domain.tld address to submit tickets via email. Is > there a way to make RT assign ownership of a ticket to a specific user > based on the queue it is being submitted to? > > For example: > > I submit a ticket to erol-rt at domain.tld , I want that ticket to be > owned by erol in the queue erol. > > I've gone through the doc's and google but nothing is leaping out > at me. Any ideas? or am I out to lunch? > > Thanks. > > -- > erol > erol at samurai.com > "Life is a tragic comedy. If you can't laugh, you must cry. I prefer to laugh." > -- G. Graffin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jra at baylink.com Tue Apr 12 18:40:28 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 12 Apr 2005 18:40:28 -0400 Subject: [rt-users] RPM for rt-3.4.1 In-Reply-To: <962494627b8984e8aa70c0ecbb91b50d@tbwachiat.com>; from Steve RIeger on Tue, Apr 12, 2005 at 05:32:08PM -0400 References: <425C16FB.9020508@progeny.com> <425C1966.2080600@progeny.com> <425C21EC.1040109@progeny.com> <425C2CFA.6000304@progeny.com> <962494627b8984e8aa70c0ecbb91b50d@tbwachiat.com> Message-ID: <20050412184028.G18396@cgi.jachomes.com> On Tue, Apr 12, 2005 at 05:32:08PM -0400, Steve RIeger wrote: > d/l source code from bestpractical, and run the make testdeps, and make > fixdeps, once that completes if you so desire you can install from rpm, > but i would install from source. you will have total control over where > and what gets installed. Indeed. Whomever built the SPRM with all those dependencies should be shot. :-} Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From martin.quinn at qi.com.au Tue Apr 12 18:49:22 2005 From: martin.quinn at qi.com.au (Martin Quinn) Date: Wed, 13 Apr 2005 08:49:22 +1000 Subject: [rt-users] Error when installing apache_1.3.33 Message-ID: Hi, I have been having some major dramas with installing apache 1.3.33. I ran into some problems with an install last week, and decided to blow away the box (solaris 9) and do a totally new install(including the o/s). I have been following Sun bigadmins walkthru by Amy Rich, although a outdated. I have now run into a problem when installing apache. I have search the net high and low and have come to a brick wall on this, so any help would be greatly appreciated. Here is the output when I do a "make" to install apache ===> src make[1]: Entering directory `/usr/local/apache_1.3.33' make[2]: Entering directory `/usr/local/apache_1.3.33/src' ===> src/os/unix gcc -c -I../../os/unix -I../../include -DSOLARIS2=290 -DNO_DL_NEEDED `../../apaci` os.c gcc -c -I../../os/unix -I../../include -DSOLARIS2=290 -DNO_DL_NEEDED `../../apaci` os-inline.c rm -f libos.a ar cr libos.a os.o os-inline.o ranlib libos.a <=== src/os/unix ===> src/ap gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_cpystrn.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_execve.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_fnmatch.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_getpass.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_md5c.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_signal.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_slack.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_snprintf.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_sha1.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_checkpass.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_base64.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_ebcdic.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_strtol.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_hook.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_ctx.c gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` ap_mm.c rm -f libap.a ar cr libap.a ap_cpystrn.o ap_execve.o ap_fnmatch.o ap_getpass.o ap_md5c.o ap_signal.o ap_slack.o ap_snprintf.o ap_sha1.o ap_checkpass.o ap_base64.o ap_ebcdic.o ap_strtol.o ap_hook.o ap_ctx.o ap_mm.o ranlib libap.a <=== src/ap ===> src/main gcc -c -I../os/unix -I../include -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` gen_test_char.c gcc -DSOLARIS2=290 -DNO_DL_NEEDED `../apaci` -o gen_test_char gen_test_char.o -lsocket -lnsl -lpthread -lexpat ./gen_test_char >test_char.h ld.so.1: ./gen_test_char: fatal: libexpat.so.0: open failed: No such file or directory Killed make[3]: *** [test_char.h] Error 137 make[2]: *** [subdirs] Error 1 make[2]: Leaving directory `/usr/local/apache_1.3.33/src' make[1]: *** [build-std] Error 2 make[1]: Leaving directory `/usr/local/apache_1.3.33' make: *** [build] Error 2 Martin Quinn Network Engineer Qi.com.au Martin.quinn at qi.com.au Etn:9290 9817 Main:9290 9800 Fax:9290 9898 Mble:0405 202 431 ************************** IMPORTANT INFORMATION ************************* This document should be read only by those persons to whom it is addressed and its content is not intended for use by any other persons. If you have received this message in error, please notify us immediately. Please also destroy and delete the message from your computer. Any unauthorised form of reproduction of this message is strictly prohibited. Qi is not liable for the proper and complete transmission of the information contained in this communication, nor for any delay in its receipt. **************************************************************************** From rtb0y at yahoo.com Tue Apr 12 20:18:05 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Tue, 12 Apr 2005 17:18:05 -0700 (PDT) Subject: [rt-users] Where can I find the meaning of {Transaction->Content}, {$Ticket->CcAddress} etc.???? Message-ID: <20050413001805.75891.qmail@web42102.mail.yahoo.com> Good day, Is it documented somewhere the meaning of those, I guess it looks like rt macros(sort of like in nagios) or something, or is it beyond the reach of end users? I'm referring to {$Transaction->Content()}, {$Ticket->CcAddresses} etc. Our netinfra guy asked me if there's a way to automatically send a carbon copy of the email upon ticket creation but without him having to enter anything on the cc field. I told him yes, there is, I can put it on the watchers list, but only future updates will be cc'd. Question: What is the equivalent macro or something for those entries in Cc/AdminCC inside watchers list?? So that I can put: cc: {Watcherslist} right above the subject line of the autoreply template. and the contents of the Watcherslist will be automatically cc'd right upon ticket creation. Thanks a lot. __________________________________ Do you Yahoo!? Yahoo! Small Business - Try our new resources site! http://smallbusiness.yahoo.com/resources/ From dschuemann at simprix.net Tue Apr 12 20:28:35 2005 From: dschuemann at simprix.net (Dustin Schuemann) Date: Tue, 12 Apr 2005 20:28:35 -0400 Subject: [rt-users] email requestors Message-ID: <1113352115.9075.9.camel@localhost> How can I change it so that when a ticket is resolved, have it automatically set the Update Type to: Reply To Requestors instead of Comments not sent to requestors From seph at directionless.org Tue Apr 12 23:27:54 2005 From: seph at directionless.org (seph) Date: Tue, 12 Apr 2005 23:27:54 -0400 Subject: [rt-users] Re: Queue Ownership In-Reply-To: <20050412142620.GB42455@samurai.com> (erol@samurai.com's message of "Tue, 12 Apr 2005 10:26:20 -0400") References: <20050412142620.GB42455@samurai.com> Message-ID: > Currently I've got 13 users and one queue for each user. I've > setup user-rt at domain.tld address to submit tickets via email. Is > there a way to make RT assign ownership of a ticket to a specific user > based on the queue it is being submitted to? use a queue specific scrip. You'll have to write a custom action. seph From Spielefanpages at gmx.de Wed Apr 13 02:23:08 2005 From: Spielefanpages at gmx.de (Spielefanpages Mag) Date: Wed, 13 Apr 2005 08:23:08 +0200 (MEST) Subject: [rt-users] Update RT 3.0.10 to RT 3.4.1 Message-ID: <16163.1113373388@www10.gmx.net> Hi, I've got a question concerning the update from RT 3.0.10 to RT 3.4.1: Is it possible to install RT 3.4.1 on a new PC and to import the data of RT 3.0.10's DB in the DB of RT 3.4.1? Or is it necessary to install at first RT 3.0.10 with the old DB and later to update to RT 3.4.1? I don't know if the structure of the DB has changed and if there will be problemes if i try to import data of the old db (RT 3.0.10) in the new db (RT 3.4.1)... best regards chris -- +++ GMX - Die erste Adresse f?r Mail, Message, More +++ 1 GB Mailbox bereits in GMX FreeMail http://www.gmx.net/de/go/mail From yoavd at qballtech.net Wed Apr 13 02:33:21 2005 From: yoavd at qballtech.net (Yoav Daniely) Date: Wed, 13 Apr 2005 09:33:21 +0300 Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: Message-ID: <20050413063212.94322396D5@hawk.qballtech.net> Greetings, Any ideas how to fix/workaround this issue? Regards, Yoav -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Wilson Sent: Monday, April 11, 2005 6:07 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Hangs when removing users from group On 4/11/05 8:53 AM, "Jesse Vincent" wrote: >> I'm seeing this too with RT 3.2.3 and Postgres 7.4 > > Same database query? I haven't tried it myself, but my colleague reports that he had to restart apache after trying to remove someone from a group. It was definitely reproducible. I don't have any more detailed information than that at the moment unfortunately. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From yoavd at qballtech.net Wed Apr 13 02:53:16 2005 From: yoavd at qballtech.net (Yoav Daniely) Date: Wed, 13 Apr 2005 09:53:16 +0300 Subject: [rt-users] RT Hangs when removing users from group In-Reply-To: <20050413063212.94322396D5@hawk.qballtech.net> Message-ID: <20050413065208.19F663296@hawk.qballtech.net> I just found out that recreated groups does not have this problem (so I am recreating all groups/permissions) FYI -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav Daniely Sent: Wednesday, April 13, 2005 9:33 AM To: 'Tim Wilson'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Hangs when removing users from group Greetings, Any ideas how to fix/workaround this issue? Regards, Yoav -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Wilson Sent: Monday, April 11, 2005 6:07 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Hangs when removing users from group On 4/11/05 8:53 AM, "Jesse Vincent" wrote: >> I'm seeing this too with RT 3.2.3 and Postgres 7.4 > > Same database query? I haven't tried it myself, but my colleague reports that he had to restart apache after trying to remove someone from a group. It was definitely reproducible. I don't have any more detailed information than that at the moment unfortunately. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rene at tunix.nl Wed Apr 13 03:23:50 2005 From: rene at tunix.nl (Rene de Vries) Date: Wed, 13 Apr 2005 09:23:50 +0200 Subject: [rt-users] Re: Adding queue watchers In-Reply-To: References: <7def9435c1556e332b93d92934121f85@tunix.nl> Message-ID: <6517228dbf42f8ed167776366578790f@tunix.nl> Seph, RT-Users, What I would like to have is a copy of ANY message (in or out going) to be forwarded to a specific email address. The queue watcher seemed to be the way to do this, but the interface complains when trying to add a user as watcher. Rene On Apr 12, 2005, at 15:32, seph wrote: >> We're in te process of testing RT3 for use as a call-tracking >> system. For archiving purposes we would like to send a copy of any >> message going through RT3 to a specific email adres. > > When you say "any message" do you mean every transaction? every email? > every corrospondance? > > If you mean every email, I'd do it at the MTA level. > >> From what I understood is that 'Queue-Watchers' is te way to go. > > Yes, that's one way to do it. You could create the user, add it as a > queue watcher, and set your scrips appropriately. Another way would be > to write a custom scrip to send email, and trigger it on every > transaction. > > seph > -- Ren? de Vries Tunix Internet Security & Training From cmap_sec at yahoo.co.uk Wed Apr 13 05:58:22 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Wed, 13 Apr 2005 10:58:22 +0100 (BST) Subject: [rt-users] multiple web sites as well as rt Message-ID: <20050413095822.67704.qmail@web25703.mail.ukl.yahoo.com> hi How do i set up rt to run on a box with other programs- they are not virtualhosts, i just have some other test stuff which when rt isn't active (3.22) is in DocRoot/folders and works via the web. My rt conf file is - and works but it transfers ALL for the server name to the different docroot and i'm not smart enough to work out what to do ..any help please ? Elaine ServerName domainname DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Send instant messages to your online friends http://uk.messenger.yahoo.com From bestpractical at daley.snurgle.org Wed Apr 13 07:00:12 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Wed, 13 Apr 2005 07:00:12 -0400 (EDT) Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050412164121.C18396@cgi.jachomes.com> References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> Message-ID: On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > On Tue, Apr 12, 2005 at 04:04:18PM -0400, Jon Daley wrote: >> On Tue, 12 Apr 2005, Jay R. Ashworth wrote: >>> You may have to post the full backtrace, then; this may be something >>> different. Which Pg; did we ask? >> >> 7.4.7-3 >> >> I only know enough perl to be dangerous. What do I need to do to get a >> backtrace? > > Hmmm... I thought one came out with that error... Ah. I might not have included the whole error before. This is all I get. I think you are probably hoping for more. [Wed Apr 13 11:01:33 2005] [crit]: Couldn't create a Principal on new user create. Strange things are afoot at the circle K (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:479) From bestpractical at daley.snurgle.org Wed Apr 13 07:02:14 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Wed, 13 Apr 2005 07:02:14 -0400 (EDT) Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050412164121.C18396@cgi.jachomes.com> References: <1113319221.6080.2.camel@localhost.localdomain> <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> Message-ID: On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > On Tue, Apr 12, 2005 at 04:04:18PM -0400, Jon Daley wrote: >> On Tue, 12 Apr 2005, Jay R. Ashworth wrote: >>> You may have to post the full backtrace, then; this may be something >>> different. Which Pg; did we ask? > Hmmm... I thought one came out with that error... Ah, there is a bit more in the syslog. Apr 13 07:01:33 orange RT: DBD::Pg::st execute failed: ERROR: column "PrincipalType" of relation "principals" does not exist at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. (/usr/share/request-tracker3.4/lib/RT.pm:277) Apr 13 07:01:33 orange RT: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. (/usr/share/request-tracker3.4/lib/RT.pm:277) --- Apr 13 07:01:33 orange RT: RT::Handle=HASH(0x8cf9f7c) couldn't execute the query 'INSERT INTO Principals ("PrincipalType", "Disabled", "ObjectId") VALUES (?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) Apr 13 07:01:33 orange RT: Use of uninitialized value in hash element at /usr/share/perl5/Cache/Simple/TimedExpiry.pm line 84. (/usr/share/request-tracker3.4/lib/RT.pm:277) Apr 13 07:01:33 orange RT: RT::Handle=HASH(0x8cf9f7c) couldn't execute the query 'UPDATE "Principals" SET "ObjectId"=? WHERE "id"=? ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) Apr 13 07:01:33 orange RT: Couldn't create a Principal on new user create. Strange things are afoot at the circle K (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:479) From fjonckers at Interconnect.be Wed Apr 13 07:54:51 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Wed, 13 Apr 2005 13:54:51 +0200 Subject: [rt-users] custom fields query not showing all tickets Message-ID: The custom field is global (config - global - custom fields - ticket) also tried to query on 1 single queue but I get the same incorrect result strange thing is that the query worked with older RT version ... Filip > -----Original Message----- > From: Anthony R. J. Ball [mailto:ant at suave.net] > Sent: Monday, April 11, 2005 5:17 PM > To: Filip Jonckers > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] custom fields query not showing all tickets > > > A custom field has to be global to ALWAYS show up in the search... > otherwise a queue needs to be searched that contains it (i.e. > Queue is 'FOO') 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 seph at directionless.org Wed Apr 13 08:51:37 2005 From: seph at directionless.org (seph) Date: Wed, 13 Apr 2005 08:51:37 -0400 Subject: [rt-users] Re: Adding queue watchers In-Reply-To: <6517228dbf42f8ed167776366578790f@tunix.nl> (Rene de Vries's message of "Wed, 13 Apr 2005 09:23:50 +0200") References: <7def9435c1556e332b93d92934121f85@tunix.nl> <6517228dbf42f8ed167776366578790f@tunix.nl> Message-ID: > What I would like to have is a copy of ANY message (in or out going) > to be forwarded to a specific email address. > The queue watcher seemed to be the way to do this, but the interface > complains when trying to add a user as watcher. yes, but that's an error I don't recognize offhand. Does the user have permission to watch the queue? seph From jra at baylink.com Wed Apr 13 10:15:14 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 13 Apr 2005 10:15:14 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: ; from Jon Daley on Wed, Apr 13, 2005 at 07:00:12AM -0400 References: <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> Message-ID: <20050413101514.A10133@cgi.jachomes.com> On Wed, Apr 13, 2005 at 07:00:12AM -0400, Jon Daley wrote: > On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > > On Tue, Apr 12, 2005 at 04:04:18PM -0400, Jon Daley wrote: > >> On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > >>> You may have to post the full backtrace, then; this may be something > >>> different. Which Pg; did we ask? > >> > >> 7.4.7-3 > >> > >> I only know enough perl to be dangerous. What do I need to do to get a > >> backtrace? > > > > Hmmm... I thought one came out with that error... > > Ah. I might not have included the whole error before. This is all I get. > I think you are probably hoping for more. > > [Wed Apr 13 11:01:33 2005] [crit]: > Couldn't create a Principal on new user create. > Strange things are afoot at the circle K > (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:479) I was, in fact, hoping for more; I thought I'd *gotten* more when I had the problem. Hmmm... Well, I'm rapidly approaching "out of my depth"; I'd thought there was a debug level setting in RT_Config, but I don't see it there. Anyone else? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Wed Apr 13 10:16:55 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 13 Apr 2005 10:16:55 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: ; from Jon Daley on Wed, Apr 13, 2005 at 07:02:14AM -0400 References: <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> Message-ID: <20050413101655.B10133@cgi.jachomes.com> On Wed, Apr 13, 2005 at 07:02:14AM -0400, Jon Daley wrote: > On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > > On Tue, Apr 12, 2005 at 04:04:18PM -0400, Jon Daley wrote: > >> On Tue, 12 Apr 2005, Jay R. Ashworth wrote: > >>> You may have to post the full backtrace, then; this may be something > >>> different. Which Pg; did we ask? > > Hmmm... I thought one came out with that error... > > Ah, there is a bit more in the syslog. Aha! (It's a Spenser thing) I knew there was more somewhere. > Apr 13 07:01:33 orange RT: DBD::Pg::st execute failed: ERROR: column > "PrincipalType" of relation "principals" does not > exist at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480. > (/usr/share/request-tracker3.4/lib/RT.pm:277) What version is your SearchBuilder? > Apr 13 07:01:33 orange RT: DBD::Pg::st execute failed: ERROR: current > transaction is aborted, commands ignored until end > of transaction block at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line > 480. (/usr/share/request-tracker3.4/lib/RT.pm:277) And for that matter, what's your perl's @INC? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jesse at bestpractical.com Wed Apr 13 10:18:33 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Apr 2005 10:18:33 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050413101655.B10133@cgi.jachomes.com> References: <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> <20050413101655.B10133@cgi.jachomes.com> Message-ID: <20050413141833.GQ22996@bestpractical.com> > What version is your SearchBuilder? > And for that matter, what's your perl's @INC? I think the "please send me your configuration" bit you're looking for is: http://your.rt.server/Admin/Tools/Configuration.html From jesse at bestpractical.com Wed Apr 13 10:20:35 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Apr 2005 10:20:35 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: References: <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> Message-ID: <20050413142035.GR22996@bestpractical.com> > Ah. I might not have included the whole error before. This is all I get. > I think you are probably hoping for more. > > [Wed Apr 13 11:01:33 2005] [crit]: > Couldn't create a Principal on new user create. > Strange things are afoot at the circle K > (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:479) This means you're running DBD::Pg 1.40 or DBIx::SearchBuilder 1.24. Going up one rev on either/both should solve it. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From phil.labonte at transcore.com Wed Apr 13 10:20:53 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 13 Apr 2005 10:20:53 -0400 Subject: [rt-users] RT always replying to same user for email Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF7B@torex1.tcore.com> Hi, This is some odd behavior. RT is receiving and email's as tickets. However when it receives the email it always reply's to the same email (rtadmin at mycompnay.com). However if I reassign a ticket it will email the person that the ticket was assigned to. Where is the setting for this behavior? Thanks. From jra at baylink.com Wed Apr 13 10:23:28 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 13 Apr 2005 10:23:28 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050413141833.GQ22996@bestpractical.com>; from Jesse Vincent on Wed, Apr 13, 2005 at 10:18:33AM -0400 References: <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> <20050413101655.B10133@cgi.jachomes.com> <20050413141833.GQ22996@bestpractical.com> Message-ID: <20050413102328.C10133@cgi.jachomes.com> On Wed, Apr 13, 2005 at 10:18:33AM -0400, Jesse Vincent wrote: > > What version is your SearchBuilder? > > And for that matter, what's your perl's @INC? > > I think the "please send me your configuration" bit you're looking for > is: > > http://your.rt.server/Admin/Tools/Configuration.html I'd forgotten that I saw that in there. It doesn't dump @INC, though, at least on my install. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jesse at bestpractical.com Wed Apr 13 10:24:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Apr 2005 10:24:52 -0400 Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050413102328.C10133@cgi.jachomes.com> References: <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> <20050413101655.B10133@cgi.jachomes.com> <20050413141833.GQ22996@bestpractical.com> <20050413102328.C10133@cgi.jachomes.com> Message-ID: <20050413142452.GS22996@bestpractical.com> > I'd forgotten that I saw that in there. It doesn't dump @INC, though, > at least on my install. Patches welcome. > > Cheers, > -- jra > -- > Jay R. Ashworth jra at baylink.com > Designer Baylink RFC 2100 > Ashworth & Associates The Things I Think '87 e24 > St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 > > If you can read this... thank a system administrator. Or two. --me > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From bestpractical at daley.snurgle.org Wed Apr 13 10:29:05 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Wed, 13 Apr 2005 10:29:05 -0400 (EDT) Subject: [rt-users] Mysql -> Postgres In-Reply-To: <20050413142035.GR22996@bestpractical.com> References: <425BE7BF.6020900@ucrwcu.rwc.uc.edu> <20050412124330.C17120@cgi.jachomes.com> <20050412142844.A2526@cgi.jachomes.com> <20050412154416.F2526@cgi.jachomes.com> <20050412164121.C18396@cgi.jachomes.com> <20050413142035.GR22996@bestpractical.com> Message-ID: On Wed, 13 Apr 2005, Jesse Vincent wrote: >> Couldn't create a Principal on new user create. >> Strange things are afoot at the circle K >> (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:479) > > This means you're running DBD::Pg 1.40 or DBIx::SearchBuilder 1.24. > Going up one rev on either/both should solve it. SearchBuilder was at 1.24, 1.25 fixes it, as you said. Thanks! From sturner at MIT.EDU Wed Apr 13 11:16:29 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 13 Apr 2005 11:16:29 -0400 Subject: [rt-users] Scrip questions Message-ID: <5.2.1.1.2.20050413111203.020ccee0@po14.mit.edu> A couple of questions about scrips: - is it possible to write a scrip with a 'user-defined' action that sends mail? I'd like to write a scrip that autoreplies to requestors and also updates a custom field on the ticket. - is the order in which scrips execute predictable? So if I want scrip G to be dependent on something that scrip F does, can I ensure that G will always execute after F? Thanks,Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) sturner at mit.edu From payerle at physics.umd.edu Wed Apr 13 11:02:41 2005 From: payerle at physics.umd.edu (Thomas M. Payerle) Date: Wed, 13 Apr 2005 11:02:41 -0400 (EDT) Subject: [rt-users] Re: multiple web sites as well as rt In-Reply-To: <20050413115248.AB0C94D815C@diesel.bestpractical.com> References: <20050413115248.AB0C94D815C@diesel.bestpractical.com> Message-ID: > 8. multiple web sites as well as rt (Elaine .) > > hi > How do i set up rt to run on a box with other > programs- they are not virtualhosts, i just have some > other test stuff which when rt isn't active (3.22) is > in DocRoot/folders and works via the web. My rt conf > file is - and works but it transfers ALL for the > server name to the different docroot and i'm not smart > enough to work out what to do ..any help please ? > Follow instructions in last half of "Configuration" section and "Setting Up the Web Interface" sections of Installation Manual on the Wiki. Namely, install RT to some subdirectory of your document root, e.g. rt so that need to use URL http://www.your.web.server/rt to access rt. In the RT_SiteConfig file, set WebPath to that subdirectory, eg "/rt" If you are not doing VirtualHosting, you can drop the VirtualHost wrapper directives. > > ServerName domainname Remove this Document Root line > DocumentRoot /usr/local/rt3/share/html and replace with (change /rt to the WebPath you used) Alias /rt "/usr/local/rt3/share/html" > AddDefaultCharset UTF-8 > The rewrite and set/perlHandler directives should go in a location block (inside the virtual server block if using that), e.g. AddDefaultCharset UTF-8 RewriteEngine On RewriteRule ^(.*)/$ $1/index.html SetHandler perl-script PerlHandler RT::Mason > # these four lines apply to Apache2+mod_perl2 only: > {{{ > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > Drop the block, as is in the block now > > SetHandler perl-script > PerlHandler RT::Mason > > Tom Payerle Dept of Physics payerle at physics.umd.edu University of Maryland (301) 405-6973 College Park, MD 20742-4111 Fax: (301) 314-9525 From malyl at col.cz Wed Apr 13 11:25:29 2005 From: malyl at col.cz (Lukas Maly) Date: Wed, 13 Apr 2005 17:25:29 +0200 (CEST) Subject: [rt-users] My RT with #500000 Message-ID: <20050413171922.J93764@k2.vol.cz> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi all This is only report email. On Czech On Line RT is #500000 ticket's. We are use RT 2.0.15 with COL patch on 3 FreeBSD machines. rt.vol.cz apache sendmail rtdb.hide.vol.cz mysql repli master replirtdb.hide.vol.cz mysql repli slave Have nice day :-) - -- malyl -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (FreeBSD) Comment: Made with pgp4pine 1.76 iD8DBQFCXTnxsB/XvLG2RNIRArRmAJ0fFgWGPfblayfk/NVhU4y/ySCpXQCg5aSD PD3sRJgTHj63h3s5fa9wRuU= =ADjy -----END PGP SIGNATURE----- From ant at suave.net Wed Apr 13 11:43:27 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Wed, 13 Apr 2005 11:43:27 -0400 Subject: [rt-users] My RT with #500000 In-Reply-To: <20050413171922.J93764@k2.vol.cz> References: <20050413171922.J93764@k2.vol.cz> Message-ID: <20050413154327.GA577@suave.net> Man... talk about buggy software ;-) On Wed, Apr 13, 2005 at 05:25:29PM +0200, Lukas Maly wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi all > > This is only report email. > > On Czech On Line RT is #500000 ticket's. We are use RT 2.0.15 with COL > patch on 3 FreeBSD machines. > > rt.vol.cz > apache > sendmail > > rtdb.hide.vol.cz > mysql repli master > > replirtdb.hide.vol.cz > mysql repli slave > > Have nice day :-) > > - -- > > malyl > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.3 (FreeBSD) > Comment: Made with pgp4pine 1.76 > > iD8DBQFCXTnxsB/XvLG2RNIRArRmAJ0fFgWGPfblayfk/NVhU4y/ySCpXQCg5aSD > PD3sRJgTHj63h3s5fa9wRuU= > =ADjy > -----END PGP SIGNATURE----- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Sects, Sects, Sects! Is that ALL you monks ever think about? From phil.labonte at transcore.com Wed Apr 13 11:48:20 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 13 Apr 2005 11:48:20 -0400 Subject: Fixed: [rt-users] RT always replying to same user for email Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF7E@torex1.tcore.com> It was in the RT_Siteconfig.pm for some reason it was not updating from the web interface... I updated it manually and it is working fine now. -----Original Message----- From: Labonte, Phil Sent: Wednesday, April 13, 2005 10:21 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT always replying to same user for email Hi, This is some odd behavior. RT is receiving and email's as tickets. However when it receives the email it always reply's to the same email (rtadmin at mycompnay.com). However if I reassign a ticket it will email the person that the ticket was assigned to. Where is the setting for this behavior? Thanks. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From phil.labonte at transcore.com Wed Apr 13 11:51:29 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 13 Apr 2005 11:51:29 -0400 Subject: [rt-users] Email update to a ticket, does it notify the owner? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF7F@torex1.tcore.com> I have RT 3.2.3 with MySQL. When I email RT the ticket gets created and the client get's an email back from RT. Now if I send a reply or an update to RT with the [domain.com #xx] in the subject line that works as well. Now should the owner of the ticket then get a notification of the update? My installation does not notify the owner of an update via email... Any thoughts? Phil From barnesaw at ucrwcu.rwc.uc.edu Wed Apr 13 11:53:31 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 13 Apr 2005 11:53:31 -0400 Subject: [rt-users] Email update to a ticket, does it notify the owner? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF7F@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF7F@torex1.tcore.com> Message-ID: <425D407B.8060903@ucrwcu.rwc.uc.edu> Labonte, Phil wrote: >I have RT 3.2.3 with MySQL. > >When I email RT the ticket gets created and the client get's an email >back from RT. > >Now if I send a reply or an update to RT with the [domain.com #xx] in >the subject line that works as well. > >Now should the owner of the ticket then get a notification of the >update? My installation does not notify the owner of an update via >email... > >Any thoughts? > > As far as I have seen, only correspondence gets sent to the requestor, not comments. DB -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From phil.labonte at transcore.com Wed Apr 13 11:59:07 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 13 Apr 2005 11:59:07 -0400 Subject: [rt-users] Email update to a ticket, does it notify the owner? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF80@torex1.tcore.com> Sorry I meant the owner of the ticket. So should the owner of a ticket (on the RT side) get an email when the customer emails an update to a ticket? -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Wednesday, April 13, 2005 11:54 AM To: Labonte, Phil Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Email update to a ticket, does it notify the owner? Labonte, Phil wrote: >I have RT 3.2.3 with MySQL. > >When I email RT the ticket gets created and the client get's an email >back from RT. > >Now if I send a reply or an update to RT with the [domain.com #xx] in >the subject line that works as well. > >Now should the owner of the ticket then get a notification of the >update? My installation does not notify the owner of an update via >email... > >Any thoughts? > > As far as I have seen, only correspondence gets sent to the requestor, not comments. DB -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jwelch at buffalowildwings.com Wed Apr 13 11:58:06 2005 From: jwelch at buffalowildwings.com (Josh Welch) Date: Wed, 13 Apr 2005 10:58:06 -0500 Subject: [rt-users] Broken Upgrade to 3.4 Message-ID: <425D418E.5020600@buffalowildwings.com> I am running Request Tracker on Debian Sarge. I had been running the request-tracker3 package for awhile, it was happy and good. I then decided to upgrade and use the request-tracker3.4 package. No things are not happy or good. I am obviously missing some crucial step, but can not figure it out. I get the following errors when I try to create a new user, the first error is the web page error I get, the second error is what shows up in the error-rt.log for the web server. Any thoughts on this matter? Thanks, Josh error: Can't call method "new" without a package or object reference at /usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm line 910. context: ... 906: } 907: 908: sub Object { 909: my $self = shift; 910: my $Object = $self->__Value('ObjectType')->new($self->CurrentUser); 911: $Object->Load($self->__Value('ObjectId')); 912: return($Object); 913: } 914: ... code stack: /usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:910 /usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:881 /usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:865 /usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:485 /usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:1623 /usr/share/perl5/DBIx/SearchBuilder/Record.pm:436 /usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:1036 /usr/share/request-tracker3.4/html/Admin/Users/Modify.html:356 /usr/share/request-tracker3.4/html/Admin/autohandler:47 /usr/share/request-tracker3.4/html/autohandler:215 ---------------------------------------------------------------------- [Wed Apr 13 15:42:32 2005] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/share/request-tracker3.4/lib/RT/Group_Overlay.pm:591) [Wed Apr 13 15:42:32 2005] [crit]: Couldn't stash the user in groupmembers (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:277) [Wed Apr 13 15:42:32 2005] [crit]: User 3381 is neither privileged nor unprivileged. something is drastically wrong. (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:397) From barnesaw at ucrwcu.rwc.uc.edu Wed Apr 13 12:26:55 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 13 Apr 2005 12:26:55 -0400 Subject: [rt-users] Email update to a ticket, does it notify the owner? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF80@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF80@torex1.tcore.com> Message-ID: <425D484F.6020703@ucrwcu.rwc.uc.edu> Labonte, Phil wrote: >Sorry I meant the owner of the ticket. > >So should the owner of a ticket (on the RT side) get an email when the >customer emails an update to a ticket? > > Check your RT_SiteConfig.pm. # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); >-----Original Message----- >From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >Sent: Wednesday, April 13, 2005 11:54 AM >To: Labonte, Phil >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Email update to a ticket, does it notify the >owner? > > > >Labonte, Phil wrote: > > > >>I have RT 3.2.3 with MySQL. >> >>When I email RT the ticket gets created and the client get's an email >>back from RT. >> >>Now if I send a reply or an update to RT with the [domain.com #xx] in >>the subject line that works as well. >> >>Now should the owner of the ticket then get a notification of the >>update? My installation does not notify the owner of an update via >>email... >> >>Any thoughts? >> >> >> >> > >As far as I have seen, only correspondence gets sent to the requestor, >not comments. > >DB > > > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Wed Apr 13 12:28:23 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 13 Apr 2005 12:28:23 -0400 Subject: [rt-users] Email update to a ticket, does it notify the owner? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF80@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF80@torex1.tcore.com> Message-ID: <425D48A7.8030603@ucrwcu.rwc.uc.edu> Mis-read your message. I don't currently on my setup. I'll dig. Labonte, Phil wrote: >Sorry I meant the owner of the ticket. > >So should the owner of a ticket (on the RT side) get an email when the >customer emails an update to a ticket? > >-----Original Message----- >From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >Sent: Wednesday, April 13, 2005 11:54 AM >To: Labonte, Phil >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Email update to a ticket, does it notify the >owner? > > > >Labonte, Phil wrote: > > > >>I have RT 3.2.3 with MySQL. >> >>When I email RT the ticket gets created and the client get's an email >>back from RT. >> >>Now if I send a reply or an update to RT with the [domain.com #xx] in >>the subject line that works as well. >> >>Now should the owner of the ticket then get a notification of the >>update? My installation does not notify the owner of an update via >>email... >> >>Any thoughts? >> >> >> >> > >As far as I have seen, only correspondence gets sent to the requestor, >not comments. > >DB > > > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From dschuemann at simprix.net Wed Apr 13 12:46:50 2005 From: dschuemann at simprix.net (Dustin Schuemann) Date: Wed, 13 Apr 2005 12:46:50 -0400 Subject: [rt-users] Quotedprint Message-ID: <1113410810.9040.5.camel@localhost> When i send a email from something like Microsoft Outlook Web Access to helpdesk at cdsoc.org i get a error like this The RT server which handled your email did not behave as expected. It said:

    System error

    error:  Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line 179.
    context:  System error

    error:  Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line 179.
    context:  To: Sent: Wednesday, April 13, 2005 1:51 PM Subject: [rt-users] Re: Adding queue watchers > > What I would like to have is a copy of ANY message (in or out going) > > to be forwarded to a specific email address. > > The queue watcher seemed to be the way to do this, but the interface > > complains when trying to add a user as watcher. > > yes, but that's an error I don't recognize offhand. Does the user have > permission to watch the queue? > You have to give the user either watcher or admin watcher permissions ... Roy From subs-rt.users.bestpractical.com at rz.xs4all.nl Wed Apr 13 17:55:09 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Wed, 13 Apr 2005 23:55:09 +0200 Subject: [rt-users] My RT with #500000 In-Reply-To: <20050413171922.J93764@k2.vol.cz> References: <20050413171922.J93764@k2.vol.cz> Message-ID: <20050413215509.GE29189@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 13/04/05 17:25 +0200 - Lukas Maly: >On Czech On Line RT is #500000 ticket's. We are use RT 2.0.15 with COL >patch on 3 FreeBSD machines. What exactly is the "COL patch"? URL or other information? - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCXZU9Ha9Q5nX8UPMRAk5JAKDfUX6aA4kVBoXrRTugs8SONgAo8ACfYTgv SFr34U60mpDY3JMIjig2EaE= =RLpa -----END PGP SIGNATURE----- From seph at directionless.org Wed Apr 13 18:08:50 2005 From: seph at directionless.org (seph) Date: Wed, 13 Apr 2005 18:08:50 -0400 Subject: [rt-users] Re: Changing Quick Search based Queries. In-Reply-To: <1113420375.21678.7.camel@linux.cacdhh.org> (Thomas Earl's message of "Wed, 13 Apr 2005 15:26:15 -0400") References: <1113420375.21678.7.camel@linux.cacdhh.org> Message-ID: > I have noticed that when you click on a queue in the Quick Search on the > right hand side, you only lists tickets that are new or open. I would > like to modify the back end query. How can I do it? I didn't see > anything in the wiki about it. make a local index.html, and change the appropriate line. seph From baxter at networkinference.com Wed Apr 13 17:56:37 2005 From: baxter at networkinference.com (Baxter Shepperson) Date: Wed, 13 Apr 2005 14:56:37 -0700 Subject: [rt-users] Repeatedly logged out on Web UI and "Queue could not be loaded" errors Message-ID: Hello all. Have been searching Google and list archives all day so please excuse me if I'm bringing up something I missed in the documentation. Fresh install via Yum on Fedora Core 2. httpd, mysqld, RT web interface up and running. Everytime I try to do anything as root or any user, I get logged out and have to log in. I'm only hitting the box from my internal network and not using a proxy. Now, after dealing with this issue, I get "Queue could not be loaded" error on the Web interface. Checking the httpd logs I see this: [Wed Apr 13 09:23:29 2005] [notice] mod_python: Creating 32 session mutexes based on 150 max processes and 0 max threads. [Wed Apr 13 09:23:29 2005] [notice] Apache/2.0.51 (Fedora) configured -- resuming normal operations [Wed Apr 13 09:27:32 2005] [error] [Mason] File does not exist: /var/rt/html/favicon.ico [Wed Apr 13 16:27:55 2005] [error]: WebRT: Queue could not be loaded. () (/var/rt/html/Elements/Error:53) [Wed Apr 13 19:34:30 2005] [error]: WebRT: Queue could not be loaded. () (/var/rt/html/Elements/Error:53) [Wed Apr 13 12:39:05 2005] [error] [Mason] File does not exist: /var/rt/html/favicon.ico [Wed Apr 13 12:40:19 2005] [error] [Mason] File does not exist: /var/rt/html/favicon.ico [Wed Apr 13 19:40:42 2005] [error]: WebRT: Queue could not be loaded. () (/var/rt/html/Elements/Error:53) [Wed Apr 13 20:03:25 2005] [error]: WebRT: Queue could not be loaded. () (/var/rt/html/Elements/Error:53) And so on. Am posting my rt.confbelow in case I've missed something there. I would sincerely appreciate any helps/comments/advice/ ideas! Using rt version 3.0.10-3 and mysql version 3.23.58-16.FC2.1 with apache 2.0.51-2.9 ServerName rt.mycompanysname.com DocumentRoot /var/rt/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -------------- next part -------------- An HTML attachment was scrubbed... URL: From jra at baylink.com Wed Apr 13 19:08:06 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 13 Apr 2005 19:08:06 -0400 Subject: [rt-users] hardcoded version number in check_perl_version? In-Reply-To: <425D5954.2060000@progeny.com>; from Vicki Stanfield on Wed, Apr 13, 2005 at 01:39:32PM -0400 References: <425D5954.2060000@progeny.com> Message-ID: <20050413190806.D4247@cgi.jachomes.com> On Wed, Apr 13, 2005 at 01:39:32PM -0400, Vicki Stanfield wrote: > I am trying to install rt-3.4.1 and have run into some difficulties. > [Thanks for your help, Steve] I have gotten all of them resolved except > one. It appears from the Perl script rt-test-dependencies that the > subroutine check_perl_version has the version hardcoded to 5.8.3. > Granted my Perl skills are rusty, but that is what it looks like to me. > I am running 5.8.5. Still it tells me that I am running 5.8.3. After > this point, I get some other errors on XML::RSS not being found even > though I have forced the install with CPAN. Can someone check me on this > Perl thing? # locate perl # type perl # perl -V Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From MikeHamilton at clovisusd.k12.ca.us Wed Apr 13 19:49:30 2005 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Wed, 13 Apr 2005 16:49:30 -0700 Subject: [rt-users] Odd Data in the Transactions Table Message-ID: My Transactions table has ObjectID values in the 80000 range, but we have only 19000 tickets in the database. We are using RT 3.4.1. Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Apr 13 19:54:16 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Apr 2005 19:54:16 -0400 Subject: [rt-users] Odd Data in the Transactions Table In-Reply-To: References: Message-ID: <425DB128.9000306@bestpractical.com> MikeHamilton at clovisusd.k12.ca.us wrote: > > My Transactions table has ObjectID values in the 80000 range, but we > have only 19000 tickets in the database. We are using RT 3.4.1. Any ideas? > Users table transactions? > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From baxter at networkinference.com Wed Apr 13 20:42:28 2005 From: baxter at networkinference.com (Baxter Shepperson) Date: Wed, 13 Apr 2005 17:42:28 -0700 Subject: [rt-users] Web interface logs out repeatedly Message-ID: Is there anything I can adjust in RT to keep the Web UI from logging my users off repeatedly unless the "Privacy" setting is set to Low in IE? Haven't even figured out how to avoid this in Firefox/Mozilla based browsers. Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jra at baylink.com Wed Apr 13 21:15:43 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 13 Apr 2005 21:15:43 -0400 Subject: [rt-users] Odd Data in the Transactions Table In-Reply-To: ; from MikeHamilton@clovisusd.k12.ca.us on Wed, Apr 13, 2005 at 04:49:30PM -0700 References: Message-ID: <20050413211543.G4247@cgi.jachomes.com> On Wed, Apr 13, 2005 at 04:49:30PM -0700, MikeHamilton at clovisusd.k12.ca.us wrote: > My Transactions table has ObjectID values in the 80000 range, but we > have only 19000 tickets in the database. We are using RT 3.4.1. Any > ideas? Status changes are transactions, as are many other things... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From shuying at gmail.com Wed Apr 13 21:09:38 2005 From: shuying at gmail.com (Shuying Wang) Date: Thu, 14 Apr 2005 11:09:38 +1000 Subject: [rt-users] Soap server Message-ID: <75fa0c3a05041318095de16d19@mail.gmail.com> Hi, I was wondering if there's been any updates (I couldn't find any) to the rt-soap server for version 3.4.1 cheers, Shuying From mose at ns.cune.edu Wed Apr 13 21:34:51 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Wed, 13 Apr 2005 20:34:51 -0500 (CDT) Subject: [rt-users] Changing Quick Search based Queries. In-Reply-To: <1113420375.21678.7.camel@linux.cacdhh.org> Message-ID: On Wed, 13 Apr 2005, Thomas Earl wrote: > I have noticed that when you click on a queue in the Quick Search on the > right hand side, you only lists tickets that are new or open. I would > like to modify the back end query. How can I do it? I didn't see > anything in the wiki about it. This was discussed in the last couple of days. Search the archives for more information. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "This horse walks into a bar. The bartender says, 'Hey, why the long face?'" - Hot Shots Part Deux From jam at omnigroup.com Wed Apr 13 22:11:11 2005 From: jam at omnigroup.com (James Moore) Date: Wed, 13 Apr 2005 19:11:11 -0700 Subject: [rt-users] Wiki down? Message-ID: http://wiki.bestpractical.com/ is giving me an internal server error. -James From jesse at bestpractical.com Wed Apr 13 23:40:41 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 13 Apr 2005 23:40:41 -0400 Subject: [rt-users] Error proccessing command In-Reply-To: <1113405955.9043.1.camel@localhost> References: <1113405955.9043.1.camel@localhost> Message-ID: <20050414034041.GW22996@bestpractical.com> On Wed, Apr 13, 2005 at 11:25:55AM -0400, Dustin Schuemann wrote: > When someone from sends a mail to helpdesk at cdsoc.org from a client like > Microsoft Outlook Web Access i get a error like this Are you sure your MIME::Tools is up to date? Can you submit a bug to rt-bugs at fsck.com from web outlook to see if it causes the issue? If so, submit another bug with _that_ stack trace. > > to=, relay=local, delay=10068, status=deferred > (temporary failure. Command output: RT server error. The RT server > which handled your email did not behave as expected. It said: >

    System error

    cellspacing="0" cellpadding="1"> - -
    align="left" valign="top">error:  valign="top"> size="-2">Can't locate object method "init" via package > "MIME::Decoder::QuotedPrint" > at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line > 179.
    valign="top"> size="-2">context:  valign="to > > It looks like it is missing something put i am not sure > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From cayliffe at gmail.com Thu Apr 14 01:52:18 2005 From: cayliffe at gmail.com (Craig Ayliffe) Date: Thu, 14 Apr 2005 15:52:18 +1000 Subject: [rt-users] RT Error - Couldn't load ???? Message-ID: <4fafa3be050413225220b416d6@mail.gmail.com> Hi, I have just installed a copy of RT version 3.4.1. Running on RedHat 8.0 Apache/2.0.53 Perl v5.8.0 I am getting the errors like "Couldn't load queue", "Could not load group" when trying to clicking on the options in Configuration. I would get this error for a while, then it would work for a while, then back to the error again. Any help would be appreciated. Regards, Craig A From baxter at networkinference.com Thu Apr 14 02:04:38 2005 From: baxter at networkinference.com (Baxter Shepperson) Date: Wed, 13 Apr 2005 23:04:38 -0700 Subject: [rt-users] RT Error - Couldn't load ???? Message-ID: Try giving more permissions to the username you're logged on as. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Craig Ayliffe Sent: Wed 4/13/2005 10:52 PM To: rt-users at lists.bestpractical.com Cc: Subject: [rt-users] RT Error - Couldn't load ???? Hi, I have just installed a copy of RT version 3.4.1. Running on RedHat 8.0 Apache/2.0.53 Perl v5.8.0 I am getting the errors like "Couldn't load queue", "Could not load group" when trying to clicking on the options in Configuration. I would get this error for a while, then it would work for a while, then back to the error again. Any help would be appreciated. Regards, Craig A _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From cayliffe at gmail.com Thu Apr 14 02:50:16 2005 From: cayliffe at gmail.com (Craig Ayliffe) Date: Thu, 14 Apr 2005 16:50:16 +1000 Subject: [rt-users] RT Error - Couldn't load ???? In-Reply-To: References: Message-ID: <4fafa3be0504132350e302c86@mail.gmail.com> Hi, I am logged in as root - I can't give it any more permissions can I? Its not as though I am denied access, as for short periods it will work, then it won't. Thanks, Craig A On 4/14/05, Baxter Shepperson wrote: > Try giving more permissions to the username you're logged on as. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com on behalf of Craig Ayliffe > Sent: Wed 4/13/2005 10:52 PM > To: rt-users at lists.bestpractical.com > Cc: > Subject: [rt-users] RT Error - Couldn't load ???? > Hi, > > I have just installed a copy of RT version 3.4.1. > Running on RedHat 8.0 > Apache/2.0.53 > Perl v5.8.0 > > I am getting the errors like "Couldn't load queue", "Could not load group" > when trying to clicking on the options in Configuration. > > I would get this error for a while, then it would work for a while, > then back to the error again. > > Any help would be appreciated. > > Regards, > > Craig A > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From malyl at col.cz Thu Apr 14 03:08:10 2005 From: malyl at col.cz (Lukas Maly) Date: Thu, 14 Apr 2005 09:08:10 +0200 (CEST) Subject: [rt-users] My RT with #500000 In-Reply-To: <20050413215509.GE29189@rz.xs4all.nl> References: <20050413171922.J93764@k2.vol.cz> <20050413215509.GE29189@rz.xs4all.nl> Message-ID: <20050414090236.G25165@k2.vol.cz> On Wed, 13 Apr 2005, Rejo Zenger wrote: > Date: Wed, 13 Apr 2005 23:55:09 +0200 > From: Rejo Zenger > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] My RT with #500000 > > ++ 13/04/05 17:25 +0200 - Lukas Maly: > >On Czech On Line RT is #500000 ticket's. We are use RT 2.0.15 with COL > >patch on 3 FreeBSD machines. > > What exactly is the "COL patch"? URL or other information? This is patch which contain code for Czech On Line, integration with COL IS. malyl > -- > Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > ------------ Output from gpg ------------ > gpg: POZN?MKA: star? implicitn? soubor s mo?nostmi `/home/malyl/.gnupg/options ignorov?n' > gpg: Podpis vytvo?en st 13 dub 23:55:09 2005 CEST pomoc? DSA kl??e s identifik?torem u?ivatele 75FC50F3 > gpg: Nemohu ov??it podpis: ve?ejn? kl?? nenalezen > > From rainer at ultra-secure.de Thu Apr 14 04:09:34 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 14 Apr 2005 10:09:34 +0200 Subject: [rt-users] My RT with #500000 In-Reply-To: <20050414090236.G25165@k2.vol.cz> References: <20050413171922.J93764@k2.vol.cz> <20050413215509.GE29189@rz.xs4all.nl> <20050414090236.G25165@k2.vol.cz> Message-ID: <425E253E.1090803@ultra-secure.de> Lukas Maly wrote: >On Wed, 13 Apr 2005, Rejo Zenger wrote: > > > >>Date: Wed, 13 Apr 2005 23:55:09 +0200 >>From: Rejo Zenger >>To: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] My RT with #500000 >> >>++ 13/04/05 17:25 +0200 - Lukas Maly: >> >> >>>On Czech On Line RT is #500000 ticket's. We are use RT 2.0.15 with COL >>>patch on 3 FreeBSD machines. >>> >>> >>What exactly is the "COL patch"? URL or other information? >> >> > >This is patch which contain code for Czech On Line, integration with COL >IS. > > > Do you keep all 500k tickets in the database? Rainer From rainer at ultra-secure.de Thu Apr 14 04:21:58 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 14 Apr 2005 10:21:58 +0200 Subject: [rt-users] Heads Up: DBD::Pg 1.40 In-Reply-To: <20050303033237.GU3342@bestpractical.com> References: <20050303033237.GU3342@bestpractical.com> Message-ID: <425E2826.1060508@ultra-secure.de> Jesse Vincent wrote: >DBD::Pg changed their statement prepare semantic to be...less >flexible and intelligent. Consequently, DBD::Pg 1.40 doesn't currently >work with RT. > > Jesse > > I assume it is fixed now: https://rt.cpan.org/NoAuth/Bug.html?id=11744 Do CPAN run RT on Postgres? That would be ironic... Rainer From malyl at col.cz Thu Apr 14 04:26:22 2005 From: malyl at col.cz (Lukas Maly) Date: Thu, 14 Apr 2005 10:26:22 +0200 (CEST) Subject: [rt-users] My RT with #500000 In-Reply-To: <425E253E.1090803@ultra-secure.de> References: <20050413171922.J93764@k2.vol.cz> <20050413215509.GE29189@rz.xs4all.nl> <20050414090236.G25165@k2.vol.cz> <425E253E.1090803@ultra-secure.de> Message-ID: <20050414102227.L25165@k2.vol.cz> > > Do you keep all 500k tickets in the database? > > > > Rainer > No :-( Every month i run archive script, which get 1 years old tickets from db (Table Attachments is too big) and make static html. malyl From rene at tunix.nl Thu Apr 14 04:02:59 2005 From: rene at tunix.nl (Rene de Vries) Date: Thu, 14 Apr 2005 10:02:59 +0200 Subject: [rt-users] Re: Adding queue watchers In-Reply-To: <003501c54072$586af0a0$52c593c3@tiger> References: <7def9435c1556e332b93d92934121f85@tunix.nl><6517228dbf42f8ed167776366578790f@tunix.nl> <003501c54072$586af0a0$52c593c3@tiger> Message-ID: <9fca457ab4f09c0bfc90d017365ca472@tunix.nl> The user has "ModifyTicket", "Watch", and "WatchAsAdminCc" rights. Am I missing something? Rene On Apr 13, 2005, at 23:47, Raed El - Hames wrote: > ----- Original Message ----- > From: "seph" > To: > Sent: Wednesday, April 13, 2005 1:51 PM > Subject: [rt-users] Re: Adding queue watchers > > >>> What I would like to have is a copy of ANY message (in or out going) >>> to be forwarded to a specific email address. >>> The queue watcher seemed to be the way to do this, but the interface >>> complains when trying to add a user as watcher. >> >> yes, but that's an error I don't recognize offhand. Does the user have >> permission to watch the queue? >> > You have to give the user either watcher or admin watcher permissions > ... > > Roy -- Ren? de Vries Tunix Internet Security & Training From matthew.watson at staff.netspace.net.au Thu Apr 14 05:57:23 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Thu, 14 Apr 2005 19:57:23 +1000 Subject: [rt-users] My RT with #500000 Message-ID: <56F211C5E3F24F47B103EA1B253822BE65D364@vic-cr-ex1.staff.netspace.net.au> Arh. I remember we when hit 500k tickets, oh so long ago. :) select count(*) from tickets COUNT(*) ---------- 1068891 1 row selected select max(id) from tickets MAX(ID) ---------- 1331311 1 row selected Regards, Matt. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Lukas Maly > Sent: Thursday, April 14, 2005 4:26 PM > To: Rainer Duffner > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] My RT with #500000 > > > > > Do you keep all 500k tickets in the database? > > > > > > > > Rainer > > > > No :-( Every month i run archive script, which get 1 years old tickets > from db (Table Attachments is too big) and make static html. > > malyl > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From mloftis at wgops.com Thu Apr 14 07:21:32 2005 From: mloftis at wgops.com (Michael Loftis) Date: Thu, 14 Apr 2005 05:21:32 -0600 Subject: [rt-users] My RT with #500000 In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE65D364@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE65D364@vic-cr-ex1.staff.netspac e.net.au> Message-ID: --On Thursday, April 14, 2005 7:57 PM +1000 Matthew Watson wrote: > Arh. I remember we when hit 500k tickets, oh so long ago. :) Which DB, Pg, or MySQL? And RT Version? (Yup, veeery curious) My biggest RT right now is 3.0.10, hitting the 21k 'landmark' very small indeed..... From mloftis at wgops.com Thu Apr 14 07:22:11 2005 From: mloftis at wgops.com (Michael Loftis) Date: Thu, 14 Apr 2005 05:22:11 -0600 Subject: [rt-users] My RT with #500000 In-Reply-To: <20050414102227.L25165@k2.vol.cz> References: <20050413171922.J93764@k2.vol.cz> <20050413215509.GE29189@rz.xs4all.nl> <20050414090236.G25165@k2.vol.cz> <425E253E.1090803@ultra-secure.de> <20050414102227.L25165@k2.vol.cz> Message-ID: --On Thursday, April 14, 2005 10:26 AM +0200 Lukas Maly wrote: > No :-( Every month i run archive script, which get 1 years old tickets > from db (Table Attachments is too big) and make static html. > > malyl Interesting, publicly available script? Or soemthing you wrote internally? From malyl at col.cz Thu Apr 14 08:13:08 2005 From: malyl at col.cz (Lukas Maly) Date: Thu, 14 Apr 2005 14:13:08 +0200 (CEST) Subject: [rt-users] My RT with #500000 In-Reply-To: References: <20050413171922.J93764@k2.vol.cz> <20050413215509.GE29189@rz.xs4all.nl> <20050414090236.G25165@k2.vol.cz> <425E253E.1090803@ultra-secure.de> <20050414102227.L25165@k2.vol.cz> Message-ID: <20050414141029.Y29966@k2.vol.cz> > > --On Thursday, April 14, 2005 10:26 AM +0200 Lukas Maly > wrote: > > > No :-( Every month i run archive script, which get 1 years old tickets > > from db (Table Attachments is too big) and make static html. > > > > malyl > > Interesting, publicly available script? Or soemthing you wrote internally? > Yes script is publicly available. But you musi make small change. But RT::Col isn't public. malyl -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-archive.pl Type: application/x-perl Size: 15521 bytes Desc: rt-archive.pl URL: From matthew.watson at staff.netspace.net.au Thu Apr 14 08:34:56 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Thu, 14 Apr 2005 22:34:56 +1000 Subject: [rt-users] My RT with #500000 Message-ID: <56F211C5E3F24F47B103EA1B253822BE65D365@vic-cr-ex1.staff.netspace.net.au> Oracle 9i and RT 3.2.2 (hoping to update to 3.4.x soon) > -----Original Message----- > From: Michael Loftis [mailto:mloftis at wgops.com] > Sent: Thursday, April 14, 2005 7:22 PM > To: Matthew Watson; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] My RT with #500000 > > > > --On Thursday, April 14, 2005 7:57 PM +1000 Matthew Watson > wrote: > > > Arh. I remember we when hit 500k tickets, oh so long ago. :) > > Which DB, Pg, or MySQL? And RT Version? (Yup, veeery curious) > > My biggest RT right now is 3.0.10, hitting the 21k 'landmark' very small > indeed..... This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From mloftis at wgops.com Thu Apr 14 08:43:57 2005 From: mloftis at wgops.com (Michael Loftis) Date: Thu, 14 Apr 2005 06:43:57 -0600 Subject: [rt-users] My RT with #500000 In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE65D365@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE65D365@vic-cr-ex1.staff.netspac e.net.au> Message-ID: <35B5EDE91AA658082D49D7EB@[10.1.2.230]> --On Thursday, April 14, 2005 10:34 PM +1000 Matthew Watson wrote: > Oracle 9i and RT 3.2.2 (hoping to update to 3.4.x soon) Wow, interesting, 9i on Linux I assume? Last time I'd tried Oracle on Linux was quite a while ago, possibly back in the first i releases, it was a real ahem...experience :) I know it's gotten better, I haven't installed it for production recently but had a 9i and a 10i testing system setup. Seemed a lot better. I'd like to be able to use Oracle for a number of internal applications where I'm working.... MySQLs lack of anything resembling PL/SQL and real JOINs as well as triggers is starting to get old. Not my choice though, I just run things, not develop them :) Anyway, thanks for letting me pick your brain a bit. We're running 3.0.10, and I'm considering going to 3.4.x here soon as well. I've got a hardware upgrade on deck for the RT platform (part of splitting it's services out) so it'd be a good time to just chew it all off at once. Thanks again, Michael Loftis From vicki at progeny.com Thu Apr 14 10:07:57 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 14 Apr 2005 10:07:57 -0400 Subject: [rt-users] Can't load Perl module Apache::DBI for server Message-ID: <425E793D.2000603@progeny.com> Okay. I have pushed my way through the installation of rt-3.4.1 on CentOS 4.0. I am now trying to start apache and am getting an error as follows: [error] Can't load Perl module Apache::DBI for server rttest.progeny.com:0, exiting... [FAILED] After googling, I determined that I needed to do: perl -MCPAN -e 'install Apache::DBI' When I did this, though, it failed a test. t/10mysql....NOK 5# Failed test (t/10mysql.t at line 35) # The object isn't defined t/10mysql....ok 10/10# Looks like you failed 1 tests of 10. t/10mysqk....dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 5 Failed 1/10 tests, 90.00% okay (less 5 skipped tests: 4 okay, 40.00%) Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------------------------------------ t/10mysql.t 1 256 10 1 10.00% 5 5 subtests skipped. Failed 1/1 test scripts, 0.00% okay. 1/10 subtests failed, 90.00% okay. make: *** [test_dynamic] Error 2 /usr/bin/make test -- NOT OK Running make installl make test had returned bad status, won't install without force I tried the command again as: perl -MCPAN -e 'force install Apache::DBI' and got basically the same failure. I would appreciate any help to resolve this. Vicki From steve.rieger at tbwachiat.com Thu Apr 14 11:25:51 2005 From: steve.rieger at tbwachiat.com (Steve RIeger) Date: Thu, 14 Apr 2005 11:25:51 -0400 Subject: [rt-users] Can't load Perl module Apache::DBI for server In-Reply-To: <425E793D.2000603@progeny.com> References: <425E793D.2000603@progeny.com> Message-ID: becaue BDI is trying to connect to your db named test as anonymous, mt thinks its failing to do so On Apr 14, 2005, at 10:07 AM, Vicki Stanfield wrote: > Okay. I have pushed my way through the installation of rt-3.4.1 on > CentOS 4.0. I am now trying to start apache and am getting an error as > follows: > > [error] Can't load Perl module Apache::DBI for server > rttest.progeny.com:0, exiting... [FAILED] > > After googling, I determined that I needed to do: > > perl -MCPAN -e 'install Apache::DBI' > > When I did this, though, it failed a test. > > t/10mysql....NOK 5# Failed test (t/10mysql.t at line 35) > # The object isn't defined > t/10mysql....ok 10/10# Looks like you failed 1 tests of 10. > t/10mysqk....dubious > Test returned status 1 (wstat 256, 0x100) > DIED. FAILED test 5 > Failed 1/10 tests, 90.00% okay (less 5 skipped tests: 4 okay, > 40.00%) > Failed Test Stat Wstat Total Fail Failed List of > Failed > ----------------------------------------------------------------------- > ------------------------------------- > t/10mysql.t 1 256 10 1 10.00% 5 5 subtests > skipped. > Failed 1/1 test scripts, 0.00% okay. 1/10 subtests failed, 90.00% okay. > make: *** [test_dynamic] Error 2 > /usr/bin/make test -- NOT OK > Running make installl > make test had returned bad status, won't install without force > > > I tried the command again as: > > perl -MCPAN -e 'force install Apache::DBI' > > and got basically the same failure. > > I would appreciate any help to resolve this. > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > -- Steve Rieger (212) 804-1131 (Work) (646) 335-8915 (Cell) chozrim (aim) From prlawrence at Lehigh.EDU Thu Apr 14 11:57:10 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Thu, 14 Apr 2005 11:57:10 -0400 Subject: [rt-users] rewrite + SSL + apache2 + FastCGI + RHEL4 Message-ID: <425E92D6.9040507@lehigh.edu> Hello, Thanks to a little fiddling and the very nice post by William Harrison, I can see RT3 at https://rt.example.com/rt. Also, any http attempts are automatically rewritten into https. I'm using a self-signed cert. However, I want to see it at https://rt.example.com I've tried (blindly, I'm afraid) a bunch of things, all evidently wrong. Can anyone help? Here is my starting point, which works as described above: _____httpd.conf_____ ServerAdmin root DocumentRoot /var/www/html/ RewriteEngine on RewriteCond %{SERVER_PORT} !^443$ RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R,NC] # General setup for the virtual host SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.example.com.crt SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.example.com.key DocumentRoot /opt/rt3/share/html/ ServerName rt.example.com ServerAdmin root # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi SSLOptions +StdEnvVars Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to display images Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi # diff RT_SiteConfig.pm RT_Config.pm 27c27 < Set($rtname , "rt"); --- > Set($rtname , "example.com"); 122c122 < Set($ParseNewMessageForTicketCcs , 1); --- > Set($ParseNewMessageForTicketCcs , undef); 127c127 < Set($RTAddressRegexp , '^rt\@rt.example.com$'); --- > Set($RTAddressRegexp , '^rt\@example.com$'); 274c274 < Set($WebPath , "/rt"); --- > Set($WebPath , ""); 279c279 < Set($WebBaseURL , "http://rt.example.com:80"); --- > Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); From steve.rieger at tbwachiat.com Thu Apr 14 12:30:14 2005 From: steve.rieger at tbwachiat.com (Steve RIeger) Date: Thu, 14 Apr 2005 12:30:14 -0400 Subject: [rt-users] rewrite + SSL + apache2 + FastCGI + RHEL4 In-Reply-To: <425E92D6.9040507@lehigh.edu> References: <425E92D6.9040507@lehigh.edu> Message-ID: <91f78746ec6d75bf1a008bcf9c6ffcb8@tbwachiat.com> set up this rule on port 80 , and modify it as needed RewriteEngine on RewriteCond %{REMOTE_ADDR} !^192\.168\.254\.250$ RewriteCond %{SERVER_PORT} ^80$ RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [R,L] then set up a nnew virt host for port 443 with all your options. thats all On Apr 14, 2005, at 11:57 AM, Phil Lawrence wrote: > Hello, > > Thanks to a little fiddling and the very nice post by William > Harrison, I can see RT3 at https://rt.example.com/rt. Also, any http > attempts are automatically rewritten into https. I'm using a > self-signed cert. > > However, I want to see it at https://rt.example.com > > I've tried (blindly, I'm afraid) a bunch of things, all evidently > wrong. Can anyone help? Here is my starting point, which works as > described above: > > _____httpd.conf_____ > > ServerAdmin root > DocumentRoot /var/www/html/ > RewriteEngine on > RewriteCond %{SERVER_PORT} !^443$ > RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R,NC] > > > # General setup for the virtual host > SSLEngine on > SSLCipherSuite > ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL > SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.example.com.crt > SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.example.com.key > DocumentRoot /opt/rt3/share/html/ > ServerName rt.example.com > ServerAdmin root > > # Adding the following for RT (the ticket tracker) > AddHandler fastcgi-script fcgi > > > SSLOptions +StdEnvVars > Options FollowSymLinks ExecCGI > AllowOverride None > > > # Pass through requests to display images > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > > # diff RT_SiteConfig.pm RT_Config.pm > 27c27 > < Set($rtname , "rt"); > --- > > Set($rtname , "example.com"); > 122c122 > < Set($ParseNewMessageForTicketCcs , 1); > --- > > Set($ParseNewMessageForTicketCcs , undef); > 127c127 > < Set($RTAddressRegexp , '^rt\@rt.example.com$'); > --- > > Set($RTAddressRegexp , '^rt\@example.com$'); > 274c274 > < Set($WebPath , "/rt"); > --- > > Set($WebPath , ""); > 279c279 > < Set($WebBaseURL , "http://rt.example.com:80"); > --- > > Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > -- Steve Rieger (212) 804-1131 (Work) (646) 335-8915 (Cell) chozrim (aim) From bestpractical at daley.snurgle.org Thu Apr 14 13:01:29 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 14 Apr 2005 13:01:29 -0400 (EDT) Subject: [rt-users] rewrite + SSL + apache2 + FastCGI + RHEL4 In-Reply-To: <425E92D6.9040507@lehigh.edu> References: <425E92D6.9040507@lehigh.edu> Message-ID: I saw the other guy's response, so perhaps I don't understand what you are trying to do, and so maybe I am way off... I also put RT in the root directory, though I don't use fastcgi, so all I had to do was: DocumentRoot /usr/local/rt3/share/html I don't know if ScriptAlias is allowed to be blank, I would try: ScriptAlias / /opt/rt3/bin/mason_handler.fcgi On Thu, 14 Apr 2005, Phil Lawrence wrote: > Thanks to a little fiddling and the very nice post by William Harrison, I can > see RT3 at https://rt.example.com/rt. Also, any http attempts are > automatically rewritten into https. I'm using a self-signed cert. > > However, I want to see it at https://rt.example.com > > I've tried (blindly, I'm afraid) a bunch of things, all evidently wrong. > Can anyone help? Here is my starting point, which works as described above: > > _____httpd.conf_____ > > ServerAdmin root > DocumentRoot /var/www/html/ > RewriteEngine on > RewriteCond %{SERVER_PORT} !^443$ > RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R,NC] > > > # General setup for the virtual host > SSLEngine on > SSLCipherSuite > ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL > SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.example.com.crt > SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.example.com.key > DocumentRoot /opt/rt3/share/html/ > ServerName rt.example.com > ServerAdmin root > > # Adding the following for RT (the ticket tracker) > AddHandler fastcgi-script fcgi > > > SSLOptions +StdEnvVars > Options FollowSymLinks ExecCGI > AllowOverride None > > > # Pass through requests to display images > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > > # diff RT_SiteConfig.pm RT_Config.pm > 27c27 > < Set($rtname , "rt"); > --- >> Set($rtname , "example.com"); > 122c122 > < Set($ParseNewMessageForTicketCcs , 1); > --- >> Set($ParseNewMessageForTicketCcs , undef); > 127c127 > < Set($RTAddressRegexp , '^rt\@rt.example.com$'); > --- >> Set($RTAddressRegexp , '^rt\@example.com$'); > 274c274 > < Set($WebPath , "/rt"); > --- >> Set($WebPath , ""); > 279c279 > < Set($WebBaseURL , "http://rt.example.com:80"); > --- >> Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > ************************************************************** * Jonathan M. Daley * Teacher: What says 'A'? * * * Student: A Canadian. * * jondaley at snurgle.org * -- based on a thought by * * * Steve Moore * * www.snurgle.org/~jondaley * * ************************************************************** From jra at baylink.com Thu Apr 14 13:26:38 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 14 Apr 2005 13:26:38 -0400 Subject: [rt-users] Can't load Perl module Apache::DBI for server In-Reply-To: ; from Steve RIeger on Thu, Apr 14, 2005 at 11:25:51AM -0400 References: <425E793D.2000603@progeny.com> Message-ID: <20050414132638.E662@cgi.jachomes.com> On Thu, Apr 14, 2005 at 11:25:51AM -0400, Steve RIeger wrote: > becaue BDI is trying to connect to your db named test as anonymous, mt > thinks its failing to do so Probably. IIRC, the DBI install requires that your database be installed and running, and that you preconfigure some config file with a valid username, password, and connect address for it. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From phil.labonte at transcore.com Thu Apr 14 14:12:12 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Thu, 14 Apr 2005 14:12:12 -0400 Subject: [rt-users] How are attachments handled in RT? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF8C@torex1.tcore.com> I just uploaded a ticket with an attachments. If I look at the path from RT (when I look at the link), I cannot find the file on the RT server. If I do a search on the RT server for that file I cannot find it either? How are attachments handled in RT? Thanks, Phil From steve.rieger at tbwachiat.com Thu Apr 14 14:36:23 2005 From: steve.rieger at tbwachiat.com (Steve RIeger) Date: Thu, 14 Apr 2005 14:36:23 -0400 Subject: [rt-users] Can't load Perl module Apache::DBI for server In-Reply-To: <425E793D.2000603@progeny.com> References: <425E793D.2000603@progeny.com> Message-ID: <9f5491592b58b8a280d5363e550d1d6d@tbwachiat.com> is mysql running ? On Apr 14, 2005, at 10:07 AM, Vicki Stanfield wrote: > Okay. I have pushed my way through the installation of rt-3.4.1 on > CentOS 4.0. I am now trying to start apache and am getting an error as > follows: > > [error] Can't load Perl module Apache::DBI for server > rttest.progeny.com:0, exiting... [FAILED] > > After googling, I determined that I needed to do: > > perl -MCPAN -e 'install Apache::DBI' > > When I did this, though, it failed a test. > > t/10mysql....NOK 5# Failed test (t/10mysql.t at line 35) > # The object isn't defined > t/10mysql....ok 10/10# Looks like you failed 1 tests of 10. > t/10mysqk....dubious > Test returned status 1 (wstat 256, 0x100) > DIED. FAILED test 5 > Failed 1/10 tests, 90.00% okay (less 5 skipped tests: 4 okay, > 40.00%) > Failed Test Stat Wstat Total Fail Failed List of > Failed > ----------------------------------------------------------------------- > ------------------------------------- > t/10mysql.t 1 256 10 1 10.00% 5 5 subtests > skipped. > Failed 1/1 test scripts, 0.00% okay. 1/10 subtests failed, 90.00% okay. > make: *** [test_dynamic] Error 2 > /usr/bin/make test -- NOT OK > Running make installl > make test had returned bad status, won't install without force > > > I tried the command again as: > > perl -MCPAN -e 'force install Apache::DBI' > > and got basically the same failure. > > I would appreciate any help to resolve this. > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > -- Steve Rieger (212) 804-1131 (Work) (646) 335-8915 (Cell) chozrim (aim) From prlawrence at Lehigh.EDU Thu Apr 14 14:39:29 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Thu, 14 Apr 2005 14:39:29 -0400 Subject: [rt-users] rewrite + SSL + apache2 + FastCGI + RHEL4 In-Reply-To: <91f78746ec6d75bf1a008bcf9c6ffcb8@tbwachiat.com> References: <425E92D6.9040507@lehigh.edu> <91f78746ec6d75bf1a008bcf9c6ffcb8@tbwachiat.com> Message-ID: <425EB8E1.7040807@lehigh.edu> Turns out RHEL4 snuck an ssl.conf file in /etc/httpd/conf.d/ssl.conf. So it was overriding my attempts within /etc/httpd/conf/httpd.conf! Still working on the details, will post again. But here's the big CLUE: # httpd -S [Thu Apr 14 14:22:00 2005] [warn] _default_ VirtualHost overlap on port 443, the first has precedence VirtualHost configuration: wildcard NameVirtualHosts and _default_ servers: _default_:443 rt.example.com (/etc/httpd/conf.d/ssl.conf:88) _default_:443 rt.Example.COM (/etc/httpd/conf/httpd.conf:1033) *:80 is a NameVirtualHost default server rt.example.com (/etc/httpd/conf/httpd.conf:1027) port 80 namevhost rt.example.com (/etc/httpd/conf/httpd.conf:1027) Syntax OK Thanks, phil From tearl at cacdhh.org Thu Apr 14 15:28:49 2005 From: tearl at cacdhh.org (Thomas Earl) Date: Thu, 14 Apr 2005 15:28:49 -0400 Subject: [rt-users] RT Statistics Package Message-ID: <1113506928.3556.11.camel@linux.cacdhh.org> Greetings to all, I just installed the Stats package and so far everything looks ok, except 2 things... 1, the graphs aren't working. I'm getting the following error in the error.log ... [14/Apr/2005:15:06:15 -0400] "GET /Statistics/CallsMultiQueue/index.html HTTP/1.1" 200 8981 "http://rt.cacdhh.org/Statistics/index.html" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.6) Gecko/20050225 Firefox/1.0.1" /usr/sbin/httpd: error while loading shared libraries: /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi/auto/GD/GD.so: undefined symbol: gdFontGetLarge I never played with GD and all that, anyone tell me whats going on here? 2nd problem is that I'm noticing that the numbers in the stats are dependent on who is viewing them... Is there something that I didn't add so that the stats reflect the entire system? Thanks! Tom From bortzmeyer at nic.fr Thu Apr 14 15:32:07 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Thu, 14 Apr 2005 21:32:07 +0200 Subject: [rt-users] Re: How are attachments handled in RT? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF8C@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF8C@torex1.tcore.com> Message-ID: <20050414193207.GA8419@nic.fr> On Thu, Apr 14, 2005 at 02:12:12PM -0400, Labonte, Phil wrote a message of 17 lines which said: > If I look at the path from RT (when I look at the link), I cannot > find the file on the RT server. It is in the database (SELECT * FROM Attachments WHERE filename LIKE '%.pdf' for instance...) From Julian_Dunn at cbc.ca Thu Apr 14 15:36:13 2005 From: Julian_Dunn at cbc.ca (Julian C. Dunn) Date: Thu, 14 Apr 2005 15:36:13 -0400 Subject: [rt-users] Notifying Owners and AdminCcs without duplication Message-ID: <1113507373.6053.105.camel@localhost> I am fielding user complaints about the same issue described here: http://marc.theaimsgroup.com/?l=rt-users&m=108981445015303&w=2 Looking through the archives, there was no response to Brett's query at the time. Can anyone advise if there is a solution to this issue? - Julian -- -- Julian C. Dunn, B.A.Sc, P.Eng. -- Platform Administrator, CBC.ca Production & Operations -- Office: 2C310-Q * Tel.: (416) 205-3311 x5592 From patrickm at snapfish.com Thu Apr 14 15:32:44 2005 From: patrickm at snapfish.com (Patrick Morris) Date: Thu, 14 Apr 2005 12:32:44 -0700 Subject: [rt-users] RT Statistics Package In-Reply-To: <1113506928.3556.11.camel@linux.cacdhh.org> References: <1113506928.3556.11.camel@linux.cacdhh.org> Message-ID: <20050414193244.GH3994@snapfish.com> Hi Thomas! On Thu, 14 Apr 2005, Thomas Earl wrote: > I just installed the Stats package and so far everything looks ok, > except 2 things... 1, the graphs aren't working. I'm getting the > following error in the error.log ... > > [14/Apr/2005:15:06:15 -0400] "GET /Statistics/CallsMultiQueue/index.html > HTTP/1.1" 200 8981 "http://rt.cacdhh.org/Statistics/index.html" > "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.6) Gecko/20050225 > Firefox/1.0.1" > /usr/sbin/httpd: error while loading shared libraries: > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi/auto/GD/GD.so: > undefined symbol: gdFontGetLarge Looks like your installed versions of the gd libs and the Perl gd module don't match (maybe Perl's is based on GD2, and you've got GD1?). From jesse at bestpractical.com Thu Apr 14 15:10:47 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 14 Apr 2005 15:10:47 -0400 Subject: [rt-users] Scrip questions In-Reply-To: <5.2.1.1.2.20050413111203.020ccee0@po14.mit.edu> References: <5.2.1.1.2.20050413111203.020ccee0@po14.mit.edu> Message-ID: <425EC037.80803@bestpractical.com> Stephen Turner wrote: > A couple of questions about scrips: > > - is it possible to write a scrip with a 'user-defined' action that > sends mail? I'd like to write a scrip that autoreplies to requestors and > also updates a custom field on the ticket. Hm. not trivially. But. as a horrible, horrible hack, you can stick code to do it in the html template that's being sent. > - is the order in which scrips execute predictable? So if I want scrip G > to be dependent on something that scrip F does, can I ensure that G will > always execute after F? Not currently. That _will_ be true after the planned scrips rewrite. > Thanks,Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > sturner at mit.edu > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From prlawrence at Lehigh.EDU Thu Apr 14 15:51:31 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Thu, 14 Apr 2005 15:51:31 -0400 Subject: [rt-users] FastCGI and NoAuth Message-ID: <425EC9C3.5090303@lehigh.edu> In William Harrison's HOWTO, and also at the wiki's ApacheConfig page, this line is recommended for FastCGI installs: Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ However, this results in not being able to see /NoAuth/webrt.css (and whatever else might be hanging out in the NoAuth dir). Any reason why we shouldn't just say: Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ Thanks, Phil From barnesaw at ucrwcu.rwc.uc.edu Thu Apr 14 16:07:42 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 14 Apr 2005 16:07:42 -0400 Subject: [rt-users] RT Statistics Package In-Reply-To: <20050414193244.GH3994@snapfish.com> References: <1113506928.3556.11.camel@linux.cacdhh.org> <20050414193244.GH3994@snapfish.com> Message-ID: <425ECD8E.3040005@ucrwcu.rwc.uc.edu> Patrick Morris wrote: >Hi Thomas! > >On Thu, 14 Apr 2005, Thomas Earl wrote: > > > >>I just installed the Stats package and so far everything looks ok, >>except 2 things... 1, the graphs aren't working. I'm getting the >>following error in the error.log ... >> >>[14/Apr/2005:15:06:15 -0400] "GET /Statistics/CallsMultiQueue/index.html >>HTTP/1.1" 200 8981 "http://rt.cacdhh.org/Statistics/index.html" >>"Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.6) Gecko/20050225 >>Firefox/1.0.1" >>/usr/sbin/httpd: error while loading shared libraries: >>/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi/auto/GD/GD.so: >>undefined symbol: gdFontGetLarge >> >> > >Looks like your installed versions of the gd libs and the Perl gd module >don't match (maybe Perl's is based on GD2, and you've got GD1?). > > No, this is a wierd one. Wipe out all instances of libgd as well as all GD-related modules from your perl installation. I ran updatedb & next. Re-install libgd and recompile against the new libgd. I had to do that a few times before it finally worked on my test box. Never did get it to go on production. I haven't had a chance to trace that any farther. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From vicki at progeny.com Thu Apr 14 15:46:25 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 14 Apr 2005 15:46:25 -0400 Subject: [rt-users] Can't load Perl module Apache::DBI for server In-Reply-To: References: <425E793D.2000603@progeny.com> <425E7DCC.4060907@progeny.com> <425E8057.7020207@progeny.com> <420f271da5eff8bff3a66e6b88c80069@tbwachiat.com> <425E82B0.6030807@progeny.com> Message-ID: <425EC891.1060408@progeny.com> Steve RIeger wrote: > nah dont do that > > are going to use rt with mod_perl or with fastcgi ? > > mod_perl as a dso is a really bad idea. > > > > On Apr 14, 2005, at 10:48 AM, Vicki Stanfield wrote: > >> Steve RIeger wrote: >> >>> am assuming that you installed mod_perl from rpm, do you know if its >>> built WITHEVERYTHING = 1 >>> >>> >>> >>> -- >>> Steve Rieger >>> (212) 804-1131 (Work) >>> (646) 335-8915 (Cell) >>> chozrim (aim) >>> >> I am not at all sure. I guess I could remove the mod_perl (don't know >> how many dependencies this would affect) rpm and reinstall it from >> source. >> >> Vicki >> >> >> > -- > Steve Rieger > (212) 804-1131 (Work) > (646) 335-8915 (Cell) > chozrim (aim) > I have installed the perl-FCGI rpm. Still when I try to start apache, I get errors. Here is what I have added to the httpd.conf: ServerName rttest.progeny.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 TimeOut 900 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason The error I get is this: Starting httpd: Syntax error on line 1030 of /etc/httpd/conf/httpd.conf: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration [FAILED] Line 1030 is this: PerlModule Apache::DBI Any idea? Vicki From sonicdivx at gmail.com Thu Apr 14 16:48:29 2005 From: sonicdivx at gmail.com (sonicDivx) Date: Thu, 14 Apr 2005 16:48:29 -0400 Subject: [rt-users] Moving Request Tracker from default URL to new URL on Windows 2000 Message-ID: Anybody have experience with moving a default install of Windows version of Request Tracker from default URL to a new URL (IP)? I finally figured that hardcoding URL in C:\Program Files\OurInternet\Request Tracker\winrt\conf\RT_Config.pm will work but that is not a good solution. Do I need to add a Virtual host? Thanks for any insight. Oh this is the default install so it is using Apache. Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Thu Apr 14 17:12:34 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Thu, 14 Apr 2005 17:12:34 -0400 Subject: [rt-users] RE: How are attachments handled in RT? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF90@torex1.tcore.com> I mean where are the actual files saved to? -----Original Message----- From: Stephane Bortzmeyer [mailto:bortzmeyer at nic.fr] Sent: Thursday, April 14, 2005 3:32 PM To: Labonte, Phil Cc: rt-users at lists.bestpractical.com Subject: Re: How are attachments handled in RT? On Thu, Apr 14, 2005 at 02:12:12PM -0400, Labonte, Phil wrote a message of 17 lines which said: > If I look at the path from RT (when I look at the link), I cannot > find the file on the RT server. It is in the database (SELECT * FROM Attachments WHERE filename LIKE '%.pdf' for instance...) From bestpractical at daley.snurgle.org Thu Apr 14 17:23:27 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 14 Apr 2005 17:23:27 -0400 (EDT) Subject: [rt-users] RE: How are attachments handled in RT? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF90@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF90@torex1.tcore.com> Message-ID: What Stephanie was saying is that they aren't stored on the disk, but are instead stored inside of the database. So, the only way to get them is by using a database query like the one she provided. Depending on what database you use, you could do a dump/backup of the database to extract all the attachments if you wanted to. On Thu, 14 Apr 2005, Labonte, Phil wrote: > I mean where are the actual files saved to? > > -----Original Message----- > From: Stephane Bortzmeyer [mailto:bortzmeyer at nic.fr] > Sent: Thursday, April 14, 2005 3:32 PM > To: Labonte, Phil > Cc: rt-users at lists.bestpractical.com > Subject: Re: How are attachments handled in RT? > > On Thu, Apr 14, 2005 at 02:12:12PM -0400, > Labonte, Phil wrote > a message of 17 lines which said: > >> If I look at the path from RT (when I look at the link), I cannot >> find the file on the RT server. > > It is in the database (SELECT * FROM Attachments WHERE filename LIKE > '%.pdf' for instance...) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From gerwin at endace.com Thu Apr 14 18:53:44 2005 From: gerwin at endace.com (Gerwin van de Steeg) Date: Fri, 15 Apr 2005 10:53:44 +1200 Subject: [rt-users] RT and mailman lists Message-ID: <1113519224.4786.874.camel@viking.et.endace.com> Folks, I have RT setup to deliver to a mailman mailing list (which works fine), however mails which are held back for moderation in mailman, are still being delivered to RT. /etc/aliases ...snip... # support: support: "|/usr/local/rt3/bin/rt-mailgate --queue support --action correspond --url https://et.endace.com/rt/", "|/usr/local/mailman/mail/mailman post support" support-comment: "|/usr/local/rt3/bin/rt-mailgate --queue support --action comment --url https:///rt/" ...snip... /etc/mail/mailman.aliases ...snip... ## support mailing list support: "|/usr/local/rt3/bin/rt-mailgate --queue support --action correspond --url https:///rt/", "|/usr/local/mailman/mail/mailman post support" support-admin: "|/usr/local/mailman/mail/mailman admin support" support-bounces: "|/usr/local/mailman/mail/mailman bounces support" support-confirm: "|/usr/local/mailman/mail/mailman confirm support" support-join: "|/usr/local/mailman/mail/mailman join support" support-leave: "|/usr/local/mailman/mail/mailman leave support" support-owner: "|/usr/local/mailman/mail/mailman owner support" support-request: "|/usr/local/mailman/mail/mailman request support" support-subscribe: "|/usr/local/mailman/mail/mailman subscribe support" support-unsubscribe: "|/usr/local/mailman/mail/mailman unsubscribe support" ...snip... Any suggestions on fixing this issue? -- Gerwin van de Steeg -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From APowers at PyramidBrew.com Thu Apr 14 19:18:49 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Thu, 14 Apr 2005 16:18:49 -0700 Subject: [rt-users] Simple stats query? Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E534@mercury0.pyramidbrew.com> I need a way to generate a simple monthly report on the number of tickets created vs. the number of tickets completed on time. I understand there are some pretty complex statistical packages for RT, but I don't need anything like that. Can anybody give me some ideas where to look for information about creating a query that does: (the number of tickets resolved before they became due between [date-start] and [date-end]) divided by (the number of tickets created between [date-start] and [date-end]) ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 From matthew.watson at staff.netspace.net.au Thu Apr 14 19:39:33 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Fri, 15 Apr 2005 09:39:33 +1000 Subject: [rt-users] My RT with #500000 Message-ID: <56F211C5E3F24F47B103EA1B253822BE65D369@vic-cr-ex1.staff.netspace.net.au> > > --On Thursday, April 14, 2005 10:34 PM +1000 Matthew Watson > wrote: > > > Oracle 9i and RT 3.2.2 (hoping to update to 3.4.x soon) > > Wow, interesting, 9i on Linux I assume? Narh on a Sun box, cant remember exactly what it is. > > I'd like to be able to use Oracle for a number of internal applications > where I'm working.... MySQLs lack of anything resembling PL/SQL and real > JOINs as well as triggers is starting to get old. Not my choice though, I > just run things, not develop them :) Yeh, found oracle a lot easier to tune for those trickier queries, we used to run RT 2.0.11 ( from memory ) on mysql 4 and found some things that we just could get to use the indexes. Regards, Matt. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From seph at directionless.org Thu Apr 14 21:13:08 2005 From: seph at directionless.org (seph) Date: Thu, 14 Apr 2005 21:13:08 -0400 Subject: [rt-users] Re: RT and mailman lists In-Reply-To: <1113519224.4786.874.camel@viking.et.endace.com> (Gerwin van de Steeg's message of "Fri, 15 Apr 2005 10:53:44 +1200") References: <1113519224.4786.874.camel@viking.et.endace.com> Message-ID: > I have RT setup to deliver to a mailman mailing list (which works > fine), however mails which are held back for moderation in mailman, > are still being delivered to RT. > > /etc/aliases your aliases show that the mta hands mail to rt and mailman. Since RT get's mail from the mta, I don't see what mailman moderation has to do with anything. How do you want mail to get to RT? seph From bestpractical at daley.snurgle.org Thu Apr 14 22:05:48 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 14 Apr 2005 22:05:48 -0400 (EDT) Subject: [rt-users] Want/Regexp apache2 errors In-Reply-To: <1113506928.3556.11.camel@linux.cacdhh.org> References: <1113506928.3556.11.camel@linux.cacdhh.org> Message-ID: Probably another setting/package I have configured wrong, but I cannot find anything on google or the wiki. I get tons of errors in my apache2 error log file. Configuration: http://snurgle.org/~jondaley/Configuration.html Everything seems to work fine, but I don't particularly like lots of stuff filling up the error log if I can help it. INST_FILE /usr/lib/perl5/Want.pm INST_VERSION 0.08 INST_FILE /usr/share/perl5/Regexp/Common/zip.pm INST_VERSION 2.112 I installed everything through Debian:testing. Module::Refresh was not included, so I had to install that through CPAN. Overriding $RE{zip}{Germany} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{German} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Belgium} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Norway} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Greenland} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Denmark} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Spain} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Netherlands} at /usr/share/perl5/Regexp/Common/zip.pm line 159 Overriding $RE{zip}{Dutch} at /usr/share/perl5/Regexp/Common/zip.pm line 159 Overriding $RE{zip}{US} at /usr/share/perl5/Regexp/Common/zip.pm line 181 Subroutine Want::wantarray_up redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::want_lvalue redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::parent_op_name redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::want_count redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::want_boolean redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::want_assign redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::double_return redefined at /usr/lib/perl5/Want.pm line 17. From martin.quinn at qi.com.au Thu Apr 14 22:26:06 2005 From: martin.quinn at qi.com.au (Martin Quinn) Date: Fri, 15 Apr 2005 12:26:06 +1000 Subject: [rt-users] How to setup Request-tracker 3.4 on Debian (Sparc) Message-ID: Hi does anyone have a step by step walkthru for installing and setting up Request tracker on Debian(sparc). I went to wiki.bestpractical.com and followed the instructions on there, however it's a bit vague and I cant seem to get the machine up and running Please anyone with any help or able to point me in the right direction would be greatly appreciated Martin Quinn Network Engineer Qi.com.au ************************** IMPORTANT INFORMATION ************************* This document should be read only by those persons to whom it is addressed and its content is not intended for use by any other persons. If you have received this message in error, please notify us immediately. Please also destroy and delete the message from your computer. Any unauthorised form of reproduction of this message is strictly prohibited. Qi is not liable for the proper and complete transmission of the information contained in this communication, nor for any delay in its receipt. **************************************************************************** From sam.snow at christianheritageschool.org Thu Apr 14 23:58:55 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Thu, 14 Apr 2005 22:58:55 -0500 Subject: [rt-users] How to setup Request-tracker 3.4 on Debian (Sparc) In-Reply-To: References: Message-ID: <425F3BFF.1070707@christianheritageschool.org> Martin Quinn wrote: > Hi does anyone have a step by step walkthru for installing and setting up > Request tracker on Debian(sparc). > I went to wiki.bestpractical.com and followed the instructions on there, > however it's a bit vague and I cant seem to get the machine up and running > Please anyone with any help or able to point me in the right direction would > be greatly appreciated > > > Martin Quinn > Network Engineer > Qi.com.au > > I am running on a debian sarge box using apache2, fast-cgi, and mysql. Install is something like this: apt-get update apt-get upgrade apt-get install mysql-server mysql-client apt-get install libcgi-fast-perl apache2-mpm-prefork libapache2-mod-fastcgi apt-get install request-tracker3.4 rt3.4-clients * Be sure to read (and follow) the info in the /usr/share/doc/request-tracker3.4/README.Debian and /usr/share/doc/request-tracker3.4/INSTALL.Debian files on how to set up your site config, load the DB, etc. . * Set up your apache2 according to the following post: http://www.gossamer-threads.com/lists/rt/users/41862?do=post_view_threaded#41862 This should let you be able to log in. After that you just need to set up your email handlers and do your config for your site. The MIT docs are a good read for how to set up queues and permissions. Sam From bortzmeyer at nic.fr Fri Apr 15 05:49:42 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Fri, 15 Apr 2005 11:49:42 +0200 Subject: [rt-users] Re: How to setup Request-tracker 3.4 on Debian (Sparc) In-Reply-To: References: Message-ID: <20050415094942.GA9081@nic.fr> On Fri, Apr 15, 2005 at 12:26:06PM +1000, Martin Quinn wrote a message of 31 lines which said: > Hi does anyone have a step by step walkthru for installing and > setting up Request tracker on Debian(sparc). Yes, and at the standard Debian place: /usr/share/doc/request-tracker3/INSTALL.Debian.gz BTW: nothing is Sparc-specific. From jerome at gmanmi.tv Fri Apr 15 05:52:46 2005 From: jerome at gmanmi.tv (Jerome Macaranas) Date: Fri, 15 Apr 2005 17:52:46 +0800 Subject: [rt-users] RT problem Message-ID: <200504151752.47054.jerome@gmanmi.tv> hi ALL, can anyone here help me? i got this error.. [Fri Apr 15 09:42:18 2005] [crit]: Can't call method "FETCH" on an undefined value at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 1032. Stack: [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:1032] [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:953] [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:390] [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:176] [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:353] (/opt/rt3/bin/webmux.pl:138) [Fri Apr 15 09:42:19 2005] [crit]: Can't call method "FETCH" on an undefined value at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 1032. Stack: [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:1032] [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:953] [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:390] [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:176] [/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:353] (/opt/rt3/bin/webmux.pl:138) From phil.labonte at transcore.com Fri Apr 15 09:23:45 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 15 Apr 2005 09:23:45 -0400 Subject: [rt-users] RE: How are attachments handled in RT? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABF94@torex1.tcore.com> Thanks -----Original Message----- From: Jon Daley [mailto:bestpractical at daley.snurgle.org] Sent: Thursday, April 14, 2005 5:23 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: How are attachments handled in RT? What Stephanie was saying is that they aren't stored on the disk, but are instead stored inside of the database. So, the only way to get them is by using a database query like the one she provided. Depending on what database you use, you could do a dump/backup of the database to extract all the attachments if you wanted to. On Thu, 14 Apr 2005, Labonte, Phil wrote: > I mean where are the actual files saved to? > > -----Original Message----- > From: Stephane Bortzmeyer [mailto:bortzmeyer at nic.fr] > Sent: Thursday, April 14, 2005 3:32 PM > To: Labonte, Phil > Cc: rt-users at lists.bestpractical.com > Subject: Re: How are attachments handled in RT? > > On Thu, Apr 14, 2005 at 02:12:12PM -0400, > Labonte, Phil wrote > a message of 17 lines which said: > >> If I look at the path from RT (when I look at the link), I cannot >> find the file on the RT server. > > It is in the database (SELECT * FROM Attachments WHERE filename LIKE > '%.pdf' for instance...) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From cmap_sec at yahoo.co.uk Fri Apr 15 09:40:15 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Fri, 15 Apr 2005 14:40:15 +0100 (BST) Subject: [rt-users] rt users not getting mail - binned as spam ? Message-ID: <20050415134016.69320.qmail@web25710.mail.ukl.yahoo.com> hi sorry if this has been said before, but the archive seems down and i urgently need to resolve this. RT 3.2.2 on fedora and mysql. I send out mails to certain companies and they don't get them and I can't see a bounce , but internally it works fine ... I'm wondering if 1) they could be binning them because of Precendence:Bulk header and thus how to change it. 2) some other unknown reason The mail is going back to the correct address based on the ticket. Elaine Send instant messages to your online friends http://uk.messenger.yahoo.com From bortzmeyer at nic.fr Fri Apr 15 10:05:56 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Fri, 15 Apr 2005 16:05:56 +0200 Subject: [rt-users] Re: rt users not getting mail - binned as spam ? In-Reply-To: <20050415134016.69320.qmail@web25710.mail.ukl.yahoo.com> References: <20050415134016.69320.qmail@web25710.mail.ukl.yahoo.com> Message-ID: <20050415140556.GA24672@nic.fr> On Fri, Apr 15, 2005 at 02:40:15PM +0100, Elaine . wrote a message of 24 lines which said: > I send out mails to certain companies and they don't get them and I > can't see a bounce , but internally it works fine ... What is in the log file of your mail server? > I'm wondering if No need to guess when the correct response is just a grep away. From ant at suave.net Fri Apr 15 10:53:17 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Fri, 15 Apr 2005 10:53:17 -0400 Subject: [rt-users] How to setup Request-tracker 3.4 on Debian (Sparc) In-Reply-To: References: Message-ID: <20050415145317.GA7379@suave.net> I pretty much used the debian package and updated my mysql to the 4.1 package... That was just an initial test and now I am running on redhat at work, so I can't be of much more help than that, sorry. On Fri, Apr 15, 2005 at 12:26:06PM +1000, Martin Quinn wrote: > Hi does anyone have a step by step walkthru for installing and setting up > Request tracker on Debian(sparc). > I went to wiki.bestpractical.com and followed the instructions on there, > however it's a bit vague and I cant seem to get the machine up and running > Please anyone with any help or able to point me in the right direction would > be greatly appreciated > > > Martin Quinn > Network Engineer > Qi.com.au > > > ************************** IMPORTANT INFORMATION ************************* > This document should be read only by those persons to whom it is addressed > and its content is not intended for use by any other persons. If you have > received this message in error, please notify us immediately. Please also > destroy and delete the message from your computer. Any unauthorised form of > reproduction of this message is strictly prohibited. Qi is not liable for > the proper and complete transmission of the information contained in this > communication, nor for any delay in its receipt. > **************************************************************************** > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Weird enough for all practical purposes. From ant at suave.net Fri Apr 15 11:02:33 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Fri, 15 Apr 2005 11:02:33 -0400 Subject: [rt-users] How to setup Request-tracker 3.4 on Debian (Sparc) In-Reply-To: <20050415145317.GA7379@suave.net> References: <20050415145317.GA7379@suave.net> Message-ID: <20050415150233.GA7643@suave.net> Ooops.. sorry.. didn't notice you were on sparc... dunno if rt would have a package for that... theoretically it should be noarch since it is perl... On Fri, Apr 15, 2005 at 10:53:17AM -0400, Anthony R. J. Ball wrote: > > I pretty much used the debian package and updated my mysql to the 4.1 package... > That was just an initial test and now I am running on redhat at work, so I can't > be of much more help than that, sorry. > > On Fri, Apr 15, 2005 at 12:26:06PM +1000, Martin Quinn wrote: > > Hi does anyone have a step by step walkthru for installing and setting up > > Request tracker on Debian(sparc). > > I went to wiki.bestpractical.com and followed the instructions on there, > > however it's a bit vague and I cant seem to get the machine up and running > > Please anyone with any help or able to point me in the right direction would > > be greatly appreciated > > > > > > Martin Quinn > > Network Engineer > > Qi.com.au > > > > > > ************************** IMPORTANT INFORMATION ************************* > > This document should be read only by those persons to whom it is addressed > > and its content is not intended for use by any other persons. If you have > > received this message in error, please notify us immediately. Please also > > destroy and delete the message from your computer. Any unauthorised form of > > reproduction of this message is strictly prohibited. Qi is not liable for > > the proper and complete transmission of the information contained in this > > communication, nor for any delay in its receipt. > > **************************************************************************** > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- > www.suave.net - Anthony Ball - ant at suave.net > OSB - http://rivendell.suave.net/Beer > -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > Weird enough for all practical purposes. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= "Patriotism is the virtue of the vicious" - Oscar Wilde From bortzmeyer at nic.fr Fri Apr 15 11:15:10 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Fri, 15 Apr 2005 17:15:10 +0200 Subject: [rt-users] Re: How to setup Request-tracker 3.4 on Debian (Sparc) In-Reply-To: <20050415150233.GA7643@suave.net> References: <20050415145317.GA7379@suave.net> <20050415150233.GA7643@suave.net> Message-ID: <20050415151510.GA30450@nic.fr> On Fri, Apr 15, 2005 at 11:02:33AM -0400, Anthony R. J. Ball wrote a message of 70 lines which said: > Ooops.. sorry.. didn't notice you were on sparc... It changes nothing. > dunno if rt would have a package for that... It has and I run it. > theoretically it should be noarch "all" in Debian parlance. From cmap_sec at yahoo.co.uk Fri Apr 15 11:19:16 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Fri, 15 Apr 2005 16:19:16 +0100 (BST) Subject: [rt-users] rt mail issues Message-ID: <20050415151916.34697.qmail@web25702.mail.ukl.yahoo.com> hi I did manage to find an error in a log which indicated that the exchange server it passes mail to wasn't allowing relaying, so i've fixed that and it appears ok though awaiting the customer. Thanks for the help ! Elaine Send instant messages to your online friends http://uk.messenger.yahoo.com From vivek at khera.org Fri Apr 15 12:24:22 2005 From: vivek at khera.org (Vivek Khera) Date: Fri, 15 Apr 2005 12:24:22 -0400 Subject: [rt-users] Notifying Owners and AdminCcs without duplication In-Reply-To: <1113507373.6053.105.camel@localhost> References: <1113507373.6053.105.camel@localhost> Message-ID: On Apr 14, 2005, at 3:36 PM, Julian C. Dunn wrote: > I am fielding user complaints about the same issue described here: > > http://marc.theaimsgroup.com/?l=rt-users&m=108981445015303&w=2 > > Looking through the archives, there was no response to Brett's query at > the time. Can anyone advise if there is a solution to this issue? Not sure why your searches didn't pull up the answer, but at the end of the above message he ponders a "notify Owner and AdminCC" scrip, which is exactly the right solution: insert into scripactions(name,description,execmodule,argument,creator,created,lastup datedby,lastupdated) 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,lastup datedby,lastupdated) values ('Notify Owner and AdminCc as Comment','Sends mail to owner and AdminCCs as comment','NotifyAsComment', 'Owner,AdminCc',1,now(),1,now()); Then adjust your queue to run one of these scrips instead of the two individual scrips. 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 Fri Apr 15 12:25:53 2005 From: vivek at khera.org (Vivek Khera) Date: Fri, 15 Apr 2005 12:25:53 -0400 Subject: [rt-users] Can't load Perl module Apache::DBI for server In-Reply-To: <20050414132638.E662@cgi.jachomes.com> References: <425E793D.2000603@progeny.com> <20050414132638.E662@cgi.jachomes.com> Message-ID: <6a33b21397bdeff1f1ca879ed9fc03ea@khera.org> On Apr 14, 2005, at 1:26 PM, Jay R. Ashworth wrote: > IIRC, the DBI install requires that your database be installed and > running, and that you preconfigure some config file with a valid > username, password, and connect address for it. > No, only if you wish to run the tests, and then only if you configure the environment variables to actually run those tests. 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 prlawrence at Lehigh.EDU Fri Apr 15 12:34:20 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Fri, 15 Apr 2005 12:34:20 -0400 Subject: [rt-users] logout -> /NoAuth/%3C%$URL%%3E Message-ID: <425FED0C.2030400@lehigh.edu> Does anyone know the answer to this one? I can log into my new RT install as root, but when I click "logout" I get a quick flash of text and then this error: Bad Request Your browser sent a request that this server could not understand. Apache/2.0.52 (Red Hat) Server at rt.example.com Port 443 The URL at that point is: https://rt.example.com/NoAuth/%3C%$URL%%3E Someone else mentioned this once, but no answer appeared on the mailing list: http://lists.fsck.com/pipermail/rt-users/2003-August/015983.html Here are some relevant settings: ___httpd.conf includes:___________ FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 RewriteEngine on RewriteCond %{SERVER_PORT} ^80$ RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [R,L] ____ssl.conf includes:_____________ DocumentRoot "/opt/rt3/share/html" ServerName rt.example.com:443 ErrorLog /var/log/httpd/rt.example.com_error CustomLog /var/log/httpd/rt.example.com-access_log common LogLevel warn SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.example.com.crt SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.example.com.key SSLOptions +StdEnvVars SSLOptions +StdEnvVars SSLOptions +StdEnvVars Options FollowSymLinks ExecCGI AllowOverride None SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog logs/ssl_request_log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ Alias /NoAuth/webrt.css /opt/rt3/share/html/NoAuth/webrt.css AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ AddDefaultCharset UTF-8 THANKS! phil From steve.rieger at tbwachiat.com Fri Apr 15 12:42:15 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Fri, 15 Apr 2005 12:42:15 -0400 Subject: [rt-users] logout -> /NoAuth/%3C%$URL%%3E In-Reply-To: <425FED0C.2030400@lehigh.edu> References: <425FED0C.2030400@lehigh.edu> Message-ID: <6B6E64C0-1A9E-4944-938A-D70925E80B05@tbwachiat.com> what do you have in RT_Siteconfig.pm for rt_url On Apr 15, 2005, at 12:34 PM, Phil Lawrence wrote: > Does anyone know the answer to this one? > > I can log into my new RT install as root, but when I click "logout" > I get a quick flash of text and then this error: > > Bad Request > > Your browser sent a request that this > server could not understand. > Apache/2.0.52 (Red Hat) Server at > rt.example.com Port 443 > > > The URL at that point is: > https://rt.example.com/NoAuth/%3C%$URL%%3E > > Someone else mentioned this once, but no answer appeared on the > mailing list: > http://lists.fsck.com/pipermail/rt-users/2003-August/015983.html > > Here are some relevant settings: > > ___httpd.conf includes:___________ > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > > RewriteEngine on > RewriteCond %{SERVER_PORT} ^80$ > RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [R,L] > > > ____ssl.conf includes:_____________ > > DocumentRoot "/opt/rt3/share/html" > ServerName rt.example.com:443 > ErrorLog /var/log/httpd/rt.example.com_error > CustomLog /var/log/httpd/rt.example.com-access_log common > LogLevel warn > SSLEngine on > SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2: > +EXP > SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.example.com.crt > SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.example.com.key > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > Options FollowSymLinks ExecCGI > AllowOverride None > > SetEnvIf User-Agent ".*MSIE.*" \ > nokeepalive ssl-unclean-shutdown \ > downgrade-1.0 force-response-1.0 > CustomLog logs/ssl_request_log \ > "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" > > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > Alias /NoAuth/webrt.css /opt/rt3/share/html/NoAuth/webrt.css > > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > AddDefaultCharset UTF-8 > > > > > THANKS! > phil > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town > soon! (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Steve Rieger steve_rieger at tbwachiat.com (212) 804-1131 (Work) (646) 335-8915 (Cell) chozrim (aim) From prlawrence at Lehigh.EDU Fri Apr 15 12:47:35 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Fri, 15 Apr 2005 12:47:35 -0400 Subject: [rt-users] logout -> /NoAuth/%3C%$URL%%3E In-Reply-To: <6B6E64C0-1A9E-4944-938A-D70925E80B05@tbwachiat.com> References: <425FED0C.2030400@lehigh.edu> <6B6E64C0-1A9E-4944-938A-D70925E80B05@tbwachiat.com> Message-ID: <425FF027.4080804@lehigh.edu> Steve Rieger wrote: > what do you have in RT_Siteconfig.pm for rt_url Do you mean one of these? Set($WebPath , ""); Set($WebBaseURL , "https://rt.example.com:443"); Set($WebURL , $WebBaseURL . $WebPath . "/"); thanks, phil From jra at baylink.com Fri Apr 15 14:12:19 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 15 Apr 2005 14:12:19 -0400 Subject: [rt-users] Can't load Perl module Apache::DBI for server In-Reply-To: <6a33b21397bdeff1f1ca879ed9fc03ea@khera.org>; from Vivek Khera on Fri, Apr 15, 2005 at 12:25:53PM -0400 References: <425E793D.2000603@progeny.com> <20050414132638.E662@cgi.jachomes.com> <6a33b21397bdeff1f1ca879ed9fc03ea@khera.org> Message-ID: <20050415141219.L32216@cgi.jachomes.com> On Fri, Apr 15, 2005 at 12:25:53PM -0400, Vivek Khera wrote: > On Apr 14, 2005, at 1:26 PM, Jay R. Ashworth wrote: > > IIRC, the DBI install requires that your database be installed and > > running, and that you preconfigure some config file with a valid > > username, password, and connect address for it. > > No, only if you wish to run the tests, and then only if you configure > the environment variables to actually run those tests. I might, in fact, have skipped the tests, it's been a while. Yes, certainly: environment, not a file. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From mkoroschetz at tekvoice.com Fri Apr 15 14:29:56 2005 From: mkoroschetz at tekvoice.com (Manfred Koroschetz) Date: Fri, 15 Apr 2005 14:29:56 -0400 Subject: [rt-users] Mailgate: Proper rights assignment to allow everybody to submit tickets .. Message-ID: <20050415T142956Z_B1B3000E0000@tekvoice.com> We have been using RT for a while now, and just recently we upgraded to 3.4.1. Nevertheless I am still very confused on getting the rights assignments in order to achieve the following. I will refer to one QUEUE only in this description, although we do have several queues for different purposes. everybody should be able to submit tickets by e-mail, to a specific queue. New users should be automatically be created and get the right to see their tickets and reply to them (ShowTicket and ReplyToTicket) They shall NOT have the right to own tickets ! They should be able to use the "self service" web interface. It seams quite straightforward. The problem we are having, is that all users somehow get the (OwnTicket) right, and hence show up on the "Owner Drop Down" on the Peoples page. This makes the interface behave very slowly and besides there are only about 20 people that can own tickets (Call Center and Support personnel) but there are a couple thousand and growing customers that can and should be requestor's only. I do appreciate any help in advance, Regards, Manfred Koroschetz -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Fri Apr 15 15:32:03 2005 From: vivek at khera.org (Vivek Khera) Date: Fri, 15 Apr 2005 15:32:03 -0400 Subject: [rt-users] Notifying Owners and AdminCcs without duplication In-Reply-To: <1113507373.6053.105.camel@localhost> References: <1113507373.6053.105.camel@localhost> Message-ID: <02a8832fee7f2c7dcbb746775c65f329@khera.org> On Apr 14, 2005, at 3:36 PM, Julian C. Dunn wrote: > I am fielding user complaints about the same issue described here: > > http://marc.theaimsgroup.com/?l=rt-users&m=108981445015303&w=2 > > Looking through the archives, there was no response to Brett's query at > the time. Can anyone advise if there is a solution to this issue? Not sure why your searches didn't pull up the answer, but at the end of the above message he ponders a "notify Owner and AdminCC" scrip, which is exactly the right solution: insert into scripactions(name,description,execmodule,argument,creator,created,lastup datedby,lastupdated) 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,lastup datedby,lastupdated) values ('Notify Owner and AdminCc as Comment','Sends mail to owner and AdminCCs as comment','NotifyAsComment', 'Owner,AdminCc',1,now(),1,now()); Then adjust your queue to run one of these scrips instead of the two individual scrips. 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 seph at directionless.org Fri Apr 15 15:41:20 2005 From: seph at directionless.org (seph) Date: Fri, 15 Apr 2005 15:41:20 -0400 Subject: [rt-users] Re: Mailgate: Proper rights assignment to allow everybody to submit tickets .. In-Reply-To: <20050415T142956Z_B1B3000E0000@tekvoice.com> (Manfred Koroschetz's message of "Fri, 15 Apr 2005 14:29:56 -0400") References: <20050415T142956Z_B1B3000E0000@tekvoice.com> Message-ID: > It seams quite straightforward. > > The problem we are having, is that all users somehow get the (OwnTicket) > right, and hence show up on the "Owner Drop Down" on the Peoples page. This > makes the interface behave very slowly and besides there are only about 20 > people that can own tickets (Call Center and Support personnel) but there are > a couple thousand and growing customers that can and should be requestor's > only. It's as simple as you think it is. Make sure that you didn't grant the own ticket right to Everyone or to Unprivledged users. Make sure the users are created unprivledged (that's the default). Remember that you've got both the queue acl, and the global acl. seph From vicki at progeny.com Fri Apr 15 16:16:32 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 15 Apr 2005 16:16:32 -0400 Subject: [rt-users] Where is Subject contains? Message-ID: <42602120.7070300@progeny.com> In the Refine Search screen for my old rt-3.0.0, one could select Subject [contains | doesn't contain | is | isn't ]. In the new 3.4.1, I only see Subject [matches | doesn't match ]. I suspect that this is due to some new way to include regular expressions in my search. First, is this correct? Where can I find more information on how to use it if it is? If that isn't it, how do I get that functionality back? Vicki From vicki at progeny.com Fri Apr 15 16:46:39 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 15 Apr 2005 16:46:39 -0400 Subject: [rt-users] History missing upon upgrade from 3.0.0 to 3.4.1 Message-ID: <4260282F.7050102@progeny.com> I just installed RT 3.4.1 and did a mysqldump from my old 3.0.0 mysql database and restore to the new 3.4.1 database. I see no history in the tickets I view. I assume that this is a configuration or database schema change issue. I have looked around and can't find where the history is actually stored in mysql. I would like to verify that the history is alive and well in the new database. Can anyone advise me as to which table the history information is stored in in mysql for rt 3.4.1? Vicki From jesse at bestpractical.com Fri Apr 15 17:49:04 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 15 Apr 2005 17:49:04 -0400 Subject: [rt-users] History missing upon upgrade from 3.0.0 to 3.4.1 In-Reply-To: <4260282F.7050102@progeny.com> References: <4260282F.7050102@progeny.com> Message-ID: <20050415214904.GT22996@bestpractical.com> On Fri, Apr 15, 2005 at 04:46:39PM -0400, Vicki Stanfield wrote: > I just installed RT 3.4.1 and did a mysqldump from my old 3.0.0 mysql > database and restore to the new 3.4.1 database. There's no way that can work. The way to do an upgrade is documented in the README / UPGRADING files. RT comes with scripts to upgrade your schema. > I see no history in the > tickets I view. I assume that this is a configuration or database schema > change issue. I have looked around and can't find where the history is > actually stored in mysql. I would like to verify that the history is > alive and well in the new database. Can anyone advise me as to which > table the history information is stored in in mysql for rt 3.4.1? > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From hlepesant at veepee.com Fri Apr 15 20:14:46 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Sat, 16 Apr 2005 02:14:46 +0200 Subject: [rt-users] Impossible to create a new ticket with attachement as unprivileged user ???!! Message-ID: <426058F6.5060303@veepee.com> Hi all, I post one more time because I didn't solve my problem. I use RT 3.4.1 installed from source (from 3.2.2 with upgrade to 3.4.1) with Apache 1.3 and Mysql 4 on Debian. And user in RT can't create new ticket with attachement. When he does he have this error, and I have nothing in the log. "Update type was neither correspondence nor comment" The ticket is created but without it's attachement. Only root (with Superuser's right) can create a ticket with attachement. I've just done a fresh install of RT 3.4.1 with PostgreSQL database, and Apache2 on Debian, and I still have this problem. The Global -> GroupRights -> Unprivileged right are : - CreateTicket - ReplyToTicket - SeeQueue - ShowTicket The Queues -> GroupRights -> Unprivileged right are : - ModifyTicket Any help is welcome. Best regards, Hugues Lepesant From bestpractical at daley.snurgle.org Fri Apr 15 21:15:13 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Fri, 15 Apr 2005 21:15:13 -0400 (EDT) Subject: [rt-users] Want/Regexp apache2 errors In-Reply-To: <425F3BFF.1070707@christianheritageschool.org> References: <425F3BFF.1070707@christianheritageschool.org> Message-ID: Mailer-daemon just returned this to me, not sure if it actually went out to the list before or not. So, I am trying again.. Date: Thu, 14 Apr 2005 22:05:48 -0400 (EDT) From: Jon Daley To: Request Tracker Subject: [rt-users] Want/Regexp apache2 errors Probably another setting/package I have configured wrong, but I cannot find anything on google or the wiki. I get tons of errors in my apache2 error log file. Configuration: http://snurgle.org/~jondaley/Configuration.html Everything seems to work fine, but I don't particularly like lots of stuff filling up the error log if I can help it. INST_FILE /usr/lib/perl5/Want.pm INST_VERSION 0.08 INST_FILE /usr/share/perl5/Regexp/Common/zip.pm INST_VERSION 2.112 I installed everything through Debian:testing. Module::Refresh was not included, so I had to install that through CPAN. Overriding $RE{zip}{Germany} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{German} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Belgium} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Norway} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Greenland} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Denmark} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Spain} at /usr/share/perl5/Regexp/Common/zip.pm line 134 Overriding $RE{zip}{Netherlands} at /usr/share/perl5/Regexp/Common/zip.pm line 159 Overriding $RE{zip}{Dutch} at /usr/share/perl5/Regexp/Common/zip.pm line 159 Overriding $RE{zip}{US} at /usr/share/perl5/Regexp/Common/zip.pm line 181 Subroutine Want::wantarray_up redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::want_lvalue redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::parent_op_name redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::want_count redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::want_boolean redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::want_assign redefined at /usr/lib/perl5/Want.pm line 17. Subroutine Want::double_return redefined at /usr/lib/perl5/Want.pm line 17. From Ruslan.Zakirov at miet.ru Sat Apr 16 10:04:57 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Sat, 16 Apr 2005 18:04:57 +0400 Subject: [rt-users] Want/Regexp apache2 errors In-Reply-To: References: <1113506928.3556.11.camel@linux.cacdhh.org> Message-ID: <42611B89.10708@miet.ru> Looks like you've installed RT with development mode enabled. Disable it in RT config. Restart apache. Jon Daley wrote: > Probably another setting/package I have configured wrong, but I > cannot find anything on google or the wiki. I get tons of errors in > my apache2 error log file. > > Configuration: http://snurgle.org/~jondaley/Configuration.html > > Everything seems to work fine, but I don't particularly like lots of > stuff filling up the error log if I can help it. > > INST_FILE /usr/lib/perl5/Want.pm > INST_VERSION 0.08 > INST_FILE /usr/share/perl5/Regexp/Common/zip.pm > INST_VERSION 2.112 > > I installed everything through Debian:testing. > Module::Refresh was not included, so I had to install that through CPAN. > > > Overriding $RE{zip}{Germany} at /usr/share/perl5/Regexp/Common/zip.pm > line 134 > Overriding $RE{zip}{German} at /usr/share/perl5/Regexp/Common/zip.pm > line 134 > Overriding $RE{zip}{Belgium} at /usr/share/perl5/Regexp/Common/zip.pm > line 134 > Overriding $RE{zip}{Norway} at /usr/share/perl5/Regexp/Common/zip.pm > line 134 > Overriding $RE{zip}{Greenland} at > /usr/share/perl5/Regexp/Common/zip.pm line 134 > Overriding $RE{zip}{Denmark} at /usr/share/perl5/Regexp/Common/zip.pm > line 134 > Overriding $RE{zip}{Spain} at /usr/share/perl5/Regexp/Common/zip.pm > line 134 > Overriding $RE{zip}{Netherlands} at > /usr/share/perl5/Regexp/Common/zip.pm line 159 > Overriding $RE{zip}{Dutch} at /usr/share/perl5/Regexp/Common/zip.pm > line 159 > Overriding $RE{zip}{US} at /usr/share/perl5/Regexp/Common/zip.pm line 181 > > > > Subroutine Want::wantarray_up redefined at /usr/lib/perl5/Want.pm line > 17. > Subroutine Want::want_lvalue redefined at /usr/lib/perl5/Want.pm line 17. > Subroutine Want::parent_op_name redefined at /usr/lib/perl5/Want.pm > line 17. > Subroutine Want::want_count redefined at /usr/lib/perl5/Want.pm line 17. > Subroutine Want::want_boolean redefined at /usr/lib/perl5/Want.pm line > 17. > Subroutine Want::want_assign redefined at /usr/lib/perl5/Want.pm line 17. > Subroutine Want::double_return redefined at /usr/lib/perl5/Want.pm > line 17. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From dle at sympatico.ca Sun Apr 17 22:48:17 2005 From: dle at sympatico.ca (Dave Edwards) Date: Sun, 17 Apr 2005 22:48:17 -0400 Subject: [rt-users] Custom Fields -- Title Attribute Message-ID: <20050418024817.GL11206@sympatico.ca> I want custom fields to have an html 'title' attribute so that when a user mouses over one, they see that value's Description. The problem is, I can't figure out which file(s) to edit, although I've tried to. I'm mainly interested in the file that informs Create.html for this purpose, but I'll make the same change wherever it applies. If you know the variable name that refers to the description, that would also help. Many thanks, -- Dave Edwards Freelance and Technical Writer, With Special Interest in Open Source Software http://bigStory.homelinux.org -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From sivan.deray at net-aptitude.fr Mon Apr 18 05:41:08 2005 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Mon, 18 Apr 2005 11:41:08 +0200 Subject: [rt-users] rt-mailgate Message-ID: <4E13BD0442DACA4D9606CAD98924F09A3DE6A6@srv-nap-atlas-1.net-aptitude.fr> Hi, I want to set an other RT on an other machine. I need to know if the alias "rt" used in /etc/aliases could be changed to rt-test for exemple ? Or does Request Tracker is waiting for an "rt" occurrence only ? Thanks for help. From Joseph_Micciche at Progressive.com Mon Apr 18 08:57:36 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Mon, 18 Apr 2005 08:57:36 -0400 Subject: [rt-users] Is this a bug? Cannot assign Group as Watcher In-Reply-To: <20050412200425.E280B4D8156@diesel.bestpractical.com> Message-ID: I previously posted this and got no response. We have a group named "employees". This group has Create, Reply, Own, and Watch ticket rights on a queue. When a new ticket is created in the queue, I cannot assign the Group as Watcher. I can, however, permanently assign the group as Watcher in the queue config and they get all emails, but we don't want this group to get every ticket. Thanks in advance. Joe Micciche From torsten.brumm at kuehne-nagel.com Mon Apr 18 09:10:13 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Mon, 18 Apr 2005 15:10:13 +0200 Subject: [rt-users] Problems with German Umlaute Message-ID: Hi @ All, i know many people picked up this problem, but in this case, it's a little bit different. The Scenario: The RT handles the German Umlaute in the correct way.....normaly....but not in all cases. I have tried it out with lots of Mail Clients and Settings and i found one interessting point: The Problem occurs only on some settings on some Mailers: Outlook (Text Format) -> Not OK Outlook (HTML Format) -> OK Thunderbird (Text Format) -> OK Thunderbird (HTML Format) -> Not OK Pegasus (Text Format) -> Not OK Pegasus (HTML Format) -> OK Eudora (Text Format) -> OK Eudora (HTML Format) -> Not OK Has anyone an Idea how to prevent this Problems? Thanks Torsten Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer Kuehne + Nagel HAM-MI-C Ferdinand Strasse 29-33 20095 Hamburg / Germany Tel: +49 40 329 15 199 Mail: torsten.brumm at kuehne-nagel.com ICQ: 78258840 From bwspolarich at uscar.org Mon Apr 18 09:42:09 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Mon, 18 Apr 2005 09:42:09 -0400 Subject: [rt-users] Recurring Permissions Errors w/ RT 3.4.0 Message-ID: <3AF76382C31760418AF0FBFD84F7140301F2B01B@MI8NYCMAIL07.Mi8.com> Something has changed in my RT enironment that is causing umask or permissions problems w/ Mason. E.g. Trying to request /rt/Ticket/Display.html?id=1083: Results in: error: Couldn't create object file /opt/rt3/var/mason_data/obj/standard/Ticket/Display.html: Permission denied context: ... 313: { 314: if ($tries++ == 3) { 315: $self->_compilation_error( $source->friendly_name, "Could not load or recreate object file after 3 tries" ); 316: } 317: if ($objfilemod < $srcmod) { 318: $self->compiler->compile_to_file( file => $objfile, source => $source); 319: } 320: $comp = eval { $self->eval_object_code( object_file => $objfile ) }; 321: ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:317 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:68 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:275 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:353 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:899 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:824 /opt/rt3/bin/webmux.pl:132 -e:0 -e:0 Here are the permissions that get set on the autocreated directories: root at ws1:standard# pwd ; ls -l /opt/rt3/var/mason_data/obj/standard total 36 -rw-r--r-- 1 apache apache 8973 Apr 18 09:03 autohandler drwxr-xr-x 2 apache apache 4096 Apr 18 09:03 Elements -rw-r--r-- 1 apache apache 6728 Apr 18 09:03 index.html -rw-r--r-- 1 apache apache 2402 Apr 18 09:03 l drwxr-xr-x 2 apache apache 4096 Apr 18 09:03 NoAuth d--------- 2 apache apache 4096 Apr 18 09:38 Ticket If I fix the perms (755) then things proceed, but as soon as Mason has to compile and create a new file the problem recurs. Suggestions? This was working fine not that long ago, but something has obviously changed. The problem seems to be recurrent, as I'll fix it for a while, then I come back and have to fix it again. -bws -- Brian W. Spolarich ~ IT Consultant ~ USCAR ~ +1-248-223-9044 From joerg at die-herberts.de Mon Apr 18 10:12:39 2005 From: joerg at die-herberts.de (Joerg Herbert) Date: Mon, 18 Apr 2005 16:12:39 +0200 Subject: [rt-users] Problems with German Umlaute In-Reply-To: Message-ID: <4263DC77.8855.1DAF979@localhost> Hi all, On 18 Apr 2005 at 15:10, HAM-MI-IC Torsten Brumm wrote: > The Problem occurs only on some settings on some Mailers: > > Outlook (Text Format) -> Not OK > Outlook (HTML Format) -> OK > Thunderbird (Text Format) -> OK > Thunderbird (HTML Format) -> Not OK > Pegasus (Text Format) -> Not OK > Pegasus (HTML Format) -> OK > Eudora (Text Format) -> OK > Eudora (HTML Format) -> Not OK Perhaps its UTF-8-related? I know for shure that Pegasus 4.21c has no UTF-8 Support. -- Bye for now, Bis denne, Joerg From jra at baylink.com Mon Apr 18 11:43:03 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 18 Apr 2005 11:43:03 -0400 Subject: [rt-users] rt-mailgate In-Reply-To: <4E13BD0442DACA4D9606CAD98924F09A3DE6A6@srv-nap-atlas-1.net-aptitude.fr>; from Sivan DERAY on Mon, Apr 18, 2005 at 11:41:08AM +0200 References: <4E13BD0442DACA4D9606CAD98924F09A3DE6A6@srv-nap-atlas-1.net-aptitude.fr> Message-ID: <20050418114303.B29528@cgi.jachomes.com> On Mon, Apr 18, 2005 at 11:41:08AM +0200, Sivan DERAY wrote: > I want to set an other RT on an other machine. > > I need to know if the alias "rt" used in /etc/aliases could be changed > to rt-test for exemple ? > Or does Request Tracker is waiting for an "rt" occurrence only ? It's not completely clear what you're after, but no, the alias you choose to catch mail for rt need not be any specific string. I thought you had to match that string with a setting in RT_Config, but I don't see it (I'm fairly new to RT, myself). Now, if your RT machines are not the direct mail-catchers for your domain, you'll have to deal with forwarding the messages that come in appropriately, but that's a separate issue. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From purp at acm.org Mon Apr 18 14:08:16 2005 From: purp at acm.org (Jim Meyer) Date: Mon, 18 Apr 2005 11:08:16 -0700 Subject: [rt-users] My RT with #500000 In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE65D364@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE65D364@vic-cr-ex1.staff.netspace.net.au> Message-ID: <1113847696.8506.21.camel@cavern.pdi.com> Hello! On Thu, 2005-04-14 at 02:57, Matthew Watson wrote: > Arh. I remember we when hit 500k tickets, oh so long ago. :) > > > select count(*) from tickets > COUNT(*) > ---------- > 1068891 > 1 row selected > > select max(id) from tickets > MAX(ID) > ---------- > 1331311 > 1 row selected Out of curiosity ... what's this return? select count(*) from transactions; I'd also love to hear about what you've done to optimize RT for Oracle (and vice versa). We're looking hard at RT and want to address some concerns we see (or at least thought we saw) with scaling to 300000+ tickets. Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org From rmreis at cpqd.com.br Mon Apr 18 15:16:02 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 18 Apr 2005 16:16:02 -0300 Subject: [rt-users] standalone_httpd error: broken images!! Message-ID: Hello All, I've tried to work with standalone_httpd (RT 3.4.1) and until now, I hadn't any problems about connections, performance, etc. But, all images (logo, etc.) has broken when I do a requisition for this server (standalone_httpd). Any idea what's wrong? Could be a bug in standalone_httpd? In fact, my necessity is to work with many RT's instances (more than 3 instances), and I thought that standalone_httpd would be a solution... Others suggestions? Thank's ALL!!!! Regards; Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From mose at ns.cune.edu Mon Apr 18 15:40:06 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Mon, 18 Apr 2005 14:40:06 -0500 (CDT) Subject: [rt-users] Problems with German Umlaute In-Reply-To: Message-ID: On Mon, 18 Apr 2005, HAM-MI-IC Torsten Brumm wrote: > The RT handles the German Umlaute in the correct way.....normaly....but not > in all cases. I have tried it out with lots of Mail Clients and Settings and > i found one interessting point: You don't say what happens when it isn't handled correctly. So, it's hard to tell what's wrong. Are you sure that this is an RT problem? If the email client does not properly detect and mark the message as 8bit, nothing between the source and destination is obligated to preserve 8-bit characters in a 7-bit message. On some email servers, this type of message is rejected, because it can be a sign of spam. The problem could also be related to the (lack of) encoding of the message. View the raw message and see what's in it for Content-Type, X-RT-Original-Encoding and so on. That will tell you how the message was encoded when it came in and how it was converted. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "I didn't get the word straight from the horse's mouth, but I got it from someone who grazes in the same pasture." - Don Sylwester From Michael.Pelletier at pgicorp.net Mon Apr 18 18:35:25 2005 From: Michael.Pelletier at pgicorp.net (Michael Pelletier) Date: Mon, 18 Apr 2005 15:35:25 -0700 Subject: [rt-users] LDAP (AD) supported? Message-ID: Hello, Does RT support AD? Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From grantmiller1 at gmail.com Mon Apr 18 18:55:44 2005 From: grantmiller1 at gmail.com (Grant Miller) Date: Mon, 18 Apr 2005 15:55:44 -0700 Subject: [rt-users] RT 2 ACL question Message-ID: I'm running RT 2.0.14 with MySQL 3.23.55, Apache 1.3.27 and Perl 5.8.0 on OS X 10.2.4 In the Global ACL's for groups (Configuration -> Global -> Group Rights), I have "ShowTicket" and "ReplyToTicket" turned on for the pseudogroup Everyone. I would really like to turn off these settings so I can setup queues that are "private". (nobody can look into that queue and the tickets in that queue unless they're a member of the group that explicity has access) I'm unsure what affect this will have to RT beyond not allowing anyone to look at any ticket (or reply to any ticket) even though they're not a member of the group that has access to that queue. -- - Grant Miller From iqbala-rt-users at qwestip.net Mon Apr 18 19:23:25 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 18 Apr 2005 19:23:25 -0400 Subject: [rt-users] Wiki seems spammed Message-ID: <20050418232325.GA21838@qwestip.net> Hi Jesse et al. I noticed the 'ManualAdministration' (http://wiki.bestpractical.com/index.cgi?ManualAdministration) link seems got spammed. Can you please fix it? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From joby at u.washington.edu Mon Apr 18 19:35:29 2005 From: joby at u.washington.edu (Joby Walker) Date: Mon, 18 Apr 2005 16:35:29 -0700 Subject: [rt-users] Wiki seems spammed In-Reply-To: <20050418232325.GA21838@qwestip.net> References: <20050418232325.GA21838@qwestip.net> Message-ID: <42644441.4040703@u.washington.edu> I've fixed ManualAdministration. But, Asif, you can fix these problems too. If a page is spammed, it is usually only the most recent revision that is full of spam. So you can: 1) click "Revisions", and you will be taken to the previous revision. If it is also spammed, just click "Previous" until a good version is displayed, then 2) click "Edit", then press the "SAVE" button. jbw Asif Iqbal wrote: > Hi Jesse et al. > > I noticed the 'ManualAdministration' > (http://wiki.bestpractical.com/index.cgi?ManualAdministration) link > seems got spammed. Can you please fix it? > > Thanks > From iqbala-rt-users at qwestip.net Mon Apr 18 19:37:49 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 18 Apr 2005 19:37:49 -0400 Subject: [rt-users] Wiki seems spammed In-Reply-To: <42644441.4040703@u.washington.edu> References: <20050418232325.GA21838@qwestip.net> <42644441.4040703@u.washington.edu> Message-ID: <20050418233749.GB21838@qwestip.net> On Mon, Apr 18, 2005 at 04:35:29PM, Joby Walker wrote: > I've fixed ManualAdministration. But, Asif, you can fix these problems Thanks a lot > too. If a page is spammed, it is usually only the most recent revision I will keep that in mind. Thanks again > that is full of spam. So you can: > > 1) click "Revisions", and you will be taken to the previous revision. > If it is also spammed, just click "Previous" until a good version is > displayed, then > > 2) click "Edit", then press the "SAVE" button. > > jbw > > Asif Iqbal wrote: > > Hi Jesse et al. > > > > I noticed the 'ManualAdministration' > > (http://wiki.bestpractical.com/index.cgi?ManualAdministration) link > > seems got spammed. Can you please fix it? > > > > Thanks > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From martin.quinn at qi.com.au Mon Apr 18 19:42:35 2005 From: martin.quinn at qi.com.au (Martin Quinn) Date: Tue, 19 Apr 2005 09:42:35 +1000 Subject: [rt-users] Page probs on RT 3.4 Message-ID: I have Rt setup and running on Debian(sparc), the db,webserver and rt are working as I get the initial login page and am able to log into it too...but once past this the other pages will not load, I have double checked the RT_SiteConfig.pm file and pointed this to the /usr/share/request-tracker3.4/html path, along with pointing them in the httpd.conf file too. Still no joy though...is there anything that I might be missing here? Please any help would be appreciated Martin Quinn Network Engineer Qi.com.au ************************** IMPORTANT INFORMATION ************************* This document should be read only by those persons to whom it is addressed and its content is not intended for use by any other persons. If you have received this message in error, please notify us immediately. Please also destroy and delete the message from your computer. Any unauthorised form of reproduction of this message is strictly prohibited. Qi is not liable for the proper and complete transmission of the information contained in this communication, nor for any delay in its receipt. **************************************************************************** From mose at ns.cune.edu Mon Apr 18 19:41:53 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Mon, 18 Apr 2005 18:41:53 -0500 (CDT) Subject: [rt-users] LDAP (AD) supported? In-Reply-To: Message-ID: On Mon, 18 Apr 2005, Michael Pelletier wrote: > Does RT support AD? http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "In order for some things to succeed, you have to be able to fake sincerity." - a friend From mose at ns.cune.edu Mon Apr 18 19:46:15 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Mon, 18 Apr 2005 18:46:15 -0500 (CDT) Subject: [rt-users] Page probs on RT 3.4 In-Reply-To: Message-ID: On Tue, 19 Apr 2005, Martin Quinn wrote: > I have Rt setup and running on Debian(sparc), the db,webserver and rt are > working as I get the initial login page and am able to log into it too...but > once past this the other pages will not load, I have double checked the > RT_SiteConfig.pm file and pointed this to the > /usr/share/request-tracker3.4/html path, along with pointing them in the > httpd.conf file too. Still no joy though...is there anything that I might be > missing here? Please any help would be appreciated If you don't have logging turned on, turn it on in RT_SiteConfig.pm. If it is turned on, look in the logs for more information. Depending on the problem, check permissions to see if the web server is able to read the relevant directories. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "You can't make me do it." "True, but I can make you wish you had." - David Dolak recounting an exchange from his teaching experiences From iqbala-rt-users at qwestip.net Mon Apr 18 20:56:16 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 18 Apr 2005 20:56:16 -0400 Subject: [rt-users] Mail Gateway Access Control Message-ID: <20050419005616.GA5558@qwestip.net> Hi All I am trying to follow http://wiki.bestpractical.com/index.cgi?MailGatewayAccessControl I understand it is setup to allow only 127.0.0.1. But I am not sure what the filename and where in local/html I put it? I do not have Callbacks either in share/html or local/html. I guess I have to create that directory/something. I already created a local/html/REST dir. So now do I need to create another local/html/Callbacks/something/REST dir as I understand from the wiki? Please help me understand. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From seph at directionless.org Mon Apr 18 22:43:17 2005 From: seph at directionless.org (seph) Date: Mon, 18 Apr 2005 22:43:17 -0400 Subject: [rt-users] Re: Mail Gateway Access Control In-Reply-To: <20050419005616.GA5558@qwestip.net> (Asif Iqbal's message of "Mon, 18 Apr 2005 20:56:16 -0400") References: <20050419005616.GA5558@qwestip.net> Message-ID: > I am trying to follow > http://wiki.bestpractical.com/index.cgi?MailGatewayAccessControl you can also just use apache's allow and deny directives. I've updated the wiki. > I understand it is setup to allow only 127.0.0.1. But I am not sure what > the filename and where in local/html I put it? I do not have Callbacks > either in share/html or local/html. I guess I have to create that > directory/something. I already created a local/html/REST dir. So now do > I need to create another local/html/Callbacks/something/REST dir as I > understand from the wiki? did you search for callbacks on the wiki? They're discussed on http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT seph From iqbala-rt-users at qwestip.net Mon Apr 18 22:51:46 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 18 Apr 2005 22:51:46 -0400 Subject: [rt-users] Re: Mail Gateway Access Control In-Reply-To: References: <20050419005616.GA5558@qwestip.net> Message-ID: <20050419025146.GB5558@qwestip.net> On Mon, Apr 18, 2005 at 10:43:17PM, seph wrote: > > I am trying to follow > > http://wiki.bestpractical.com/index.cgi?MailGatewayAccessControl > > you can also just use apache's allow and deny directives. I've updated > the wiki. I see it > > > I understand it is setup to allow only 127.0.0.1. But I am not sure what > > the filename and where in local/html I put it? I do not have Callbacks > > either in share/html or local/html. I guess I have to create that > > directory/something. I already created a local/html/REST dir. So now do > > I need to create another local/html/Callbacks/something/REST dir as I > > understand from the wiki? > > did you search for callbacks on the wiki? They're discussed on No I have not. Heading there now. Thank you very much for your response > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > > seph -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From iqbala-rt-users at qwestip.net Tue Apr 19 00:15:14 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Tue, 19 Apr 2005 00:15:14 -0400 Subject: [rt-users] Disable AutoReply based on Email Message-ID: <20050419041514.GC5558@qwestip.net> Hi All I have a support Queue where I receive email from root of a host besides other email from employees. How do I not generate any AutoReply if the mail comes from root at host.com? Sorry for this newbie question. Still learning. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From hlepesant at veepee.com Tue Apr 19 07:17:18 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Tue, 19 Apr 2005 13:17:18 +0200 Subject: [rt-users] Impossible to create a new ticket with attachement as unprivileged user ???!! In-Reply-To: <426058F6.5060303@veepee.com> References: <426058F6.5060303@veepee.com> Message-ID: <4264E8BE.8010100@veepee.com> Hi all, I still have this problem. And I don't know how to resolve it. I've made many test changing the right on queue, or group, or in Global. But my unprivileged users can't create new ticket with attachements. The can add it doing a reply on the just created ticket. The privileged user can create ticket wit attachement withour any error. Do you have any idea from where it could come, or a links where I can found help, or anything else it's a real blocking problem for us. Best regards. Hugues Lepesant Hugues Lepesant a ?crit : > Hi all, > > I post one more time because I didn't solve my problem. > I use RT 3.4.1 installed from source (from 3.2.2 with upgrade to 3.4.1) > with Apache 1.3 and Mysql 4 on Debian. > > And user in RT can't create new ticket with attachement. > When he does he have this error, and I have nothing in the log. > "Update type was neither correspondence nor comment" > The ticket is created but without it's attachement. > > Only root (with Superuser's right) can create a ticket with attachement. > > I've just done a fresh install of RT 3.4.1 with PostgreSQL database, and > Apache2 on Debian, and I still have this problem. > > > The Global -> GroupRights -> Unprivileged right are : > - CreateTicket > - ReplyToTicket > - SeeQueue > - ShowTicket > > The Queues -> GroupRights -> Unprivileged right are : > - ModifyTicket > > > Any help is welcome. > > Best regards, > > Hugues Lepesant > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From rmreis at cpqd.com.br Tue Apr 19 08:14:50 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 19 Apr 2005 09:14:50 -0300 Subject: RES: [rt-users] standalone_httpd error: broken images!! Message-ID: Someone has any idea about this?! Thank's again!!! Regards, Rodolfo Reis. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Rodolfo de Moraes Reis Enviada em: segunda-feira, 18 de abril de 2005 16:16 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] standalone_httpd error: broken images!! Hello All, I've tried to work with standalone_httpd (RT 3.4.1) and until now, I hadn't any problems about connections, performance, etc. But, all images (logo, etc.) has broken when I do a requisition for this server (standalone_httpd). Any idea what's wrong? Could be a bug in standalone_httpd? In fact, my necessity is to work with many RT's instances (more than 3 instances), and I thought that standalone_httpd would be a solution... Others suggestions? Thank's ALL!!!! Regards; Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From bestpractical at daley.snurgle.org Tue Apr 19 08:24:57 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 19 Apr 2005 08:24:57 -0400 (EDT) Subject: RES: [rt-users] standalone_httpd error: broken images!! In-Reply-To: References: Message-ID: There are probably errors in your httpd error log. What are they? Presumably the path is wrong in RT_SiteConfig or something. On Tue, 19 Apr 2005, Rodolfo de Moraes Reis wrote: > Someone has any idea about this?! > > -----Mensagem original----- > I've tried to work with standalone_httpd (RT 3.4.1) and until now, I > hadn't any problems about connections, performance, etc. But, all images > (logo, etc.) has broken when I do a requisition for this server > (standalone_httpd). Any idea what's wrong? Could be a bug in > standalone_httpd? > > In fact, my necessity is to work with many RT's instances (more than 3 > instances), and I thought that standalone_httpd would be a solution... > Others suggestions? From rmreis at cpqd.com.br Tue Apr 19 08:57:30 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 19 Apr 2005 09:57:30 -0300 Subject: RES: [rt-users] standalone_httpd error: broken images!! Message-ID: No errors in log and RT_SiteConfig it's Ok... same because RT works fine... just the images shows broke (DETAIL: If I run this RT - with the same configuration - through apache, the images show up perfectly!!). Thank's a lot!!! Rodolfo. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Jon Daley Enviada em: ter?a-feira, 19 de abril de 2005 09:25 Para: rt-users at lists.bestpractical.com Assunto: Re: RES: [rt-users] standalone_httpd error: broken images!! There are probably errors in your httpd error log. What are they? Presumably the path is wrong in RT_SiteConfig or something. On Tue, 19 Apr 2005, Rodolfo de Moraes Reis wrote: > Someone has any idea about this?! > > -----Mensagem original----- > I've tried to work with standalone_httpd (RT 3.4.1) and until now, I > hadn't any problems about connections, performance, etc. But, all images > (logo, etc.) has broken when I do a requisition for this server > (standalone_httpd). Any idea what's wrong? Could be a bug in > standalone_httpd? > > In fact, my necessity is to work with many RT's instances (more than 3 > instances), and I thought that standalone_httpd would be a solution... > Others suggestions? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rainer at ultra-secure.de Tue Apr 19 09:17:36 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 19 Apr 2005 15:17:36 +0200 Subject: RES: [rt-users] standalone_httpd error: broken images!! In-Reply-To: References: Message-ID: <426504F0.9020502@ultra-secure.de> Rodolfo de Moraes Reis wrote: >No errors in log and RT_SiteConfig it's Ok... same because RT works fine... just the images shows broke (DETAIL: If I run this RT - with the same configuration - through apache, the images show up perfectly!!). > >Thank's a lot!!! > >Rodolfo. > > > Try to download the images with wget and see what they actually look it. I.e. do you get a 404 or what? Or is the image really an error-message? Rainer From Joseph_Micciche at Progressive.com Tue Apr 19 09:29:10 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 19 Apr 2005 09:29:10 -0400 Subject: [rt-users] Including Attachment on owner change? In-Reply-To: <20050412200425.E280B4D8156@diesel.bestpractical.com> Message-ID: RT3.2.3 OnOwnerChange template does not include a ticket's attachments - just the transaction. Does anyone have code for this template to include the attachment? Thanks. Joe Micciche From seph at directionless.org Tue Apr 19 09:57:00 2005 From: seph at directionless.org (seph) Date: Tue, 19 Apr 2005 09:57:00 -0400 Subject: [rt-users] Re: Including Attachment on owner change? In-Reply-To: (Joseph Micciche's message of "Tue, 19 Apr 2005 09:29:10 -0400") References: Message-ID: > OnOwnerChange template does not include a ticket's attachments - just the > transaction. Does anyone have code for this template to include the > attachment? Look at any of the other templates? seph From beer at cmu.edu Tue Apr 19 10:05:03 2005 From: beer at cmu.edu (beer) Date: Tue, 19 Apr 2005 10:05:03 -0400 (EDT) Subject: [rt-users] fedora core 1 rpm Message-ID: <32841.128.237.228.141.1113919503.squirrel@128.237.228.141> Does anyone know of a freely available rpm version of RT for fedora core 1? I've done some googling, but have only come up with very old versions. I'm looking for version 3.2.1. thanks -b From jesse at bestpractical.com Tue Apr 19 10:16:37 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Apr 2005 10:16:37 -0400 Subject: [rt-users] Impossible to create a new ticket with attachement as unprivileged user ???!! In-Reply-To: <4264E8BE.8010100@veepee.com> References: <426058F6.5060303@veepee.com> <4264E8BE.8010100@veepee.com> Message-ID: <20050419141637.GW22996@bestpractical.com> On Tue, Apr 19, 2005 at 01:17:18PM +0200, Hugues Lepesant wrote: > Hi all, > > > I still have this problem. > And I don't know how to resolve it. Try RT 3.4.2rc1? From Joseph_Micciche at Progressive.com Tue Apr 19 10:29:05 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 19 Apr 2005 10:29:05 -0400 Subject: [rt-users] Re: Including Attachment on owner change? In-Reply-To: Message-ID: seph wrote on 04/19/2005 09:57:00 AM: > > OnOwnerChange template does not include a ticket's attachments - just the > > transaction. Does anyone have code for this template to include the > > attachment? > Look at any of the other templates? > seph Yes I have but I don't see anything about Attachments in other templates. Guess I need a little more explicit help. Thanks. joe From eslittles at ucdavis.edu Tue Apr 19 10:37:36 2005 From: eslittles at ucdavis.edu (Everett Littles) Date: Tue, 19 Apr 2005 07:37:36 -0700 Subject: [rt-users] Every option returns me to the login screen Message-ID: <4e7838802271b7b6afa531f41bec075e@ucdavis.edu> Just set up RT 3.0.10 on FC3. When I log into RT and select any option, I always get booted back to the login Window. I've tried this on Safari and on Firefox, and get the same results on both. Any suggestions? From Ruslan.Zakirov at miet.ru Tue Apr 19 11:48:24 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Tue, 19 Apr 2005 19:48:24 +0400 Subject: [rt-users] Including Attachment on owner change? In-Reply-To: References: Message-ID: <42652848.5060908@miet.ru> Joseph_Micciche at Progressive.com wrote: >RT3.2.3 > >OnOwnerChange template does not include a ticket's attachments - just the >transaction. Does anyone have code for this template to include the >attachment? > >Thanks. > >Joe Micciche > > "OwnerChange" transaction have no attachments. Similar question is described in FAQ: http://wiki.bestpractical.com/?FAQ Q: The 'resolve' Transaction has no content Also may be http://wiki.bestpractical.com/index.cgi?AddAttachmentLinksToMail can help you. >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From vicki at progeny.com Tue Apr 19 11:37:58 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 19 Apr 2005 11:37:58 -0400 Subject: [rt-users] Understanding mailgate Message-ID: <426525D6.2070205@progeny.com> I am trying to get the mailgate on my test rt system set up without interfering with the production system (which has the front end on one system and the database on another). Unfortunately, the system I inherited does not do things exactly as in the README file. The portion added to /etc/aliases for the production system looks like this: rt: rt at rt.progeny.com rt-comment: rt-comment at rt.progeny.com support: support at rt.progeny.com support-comment: support-comment at rt.progeny.com custserv: custserv at rt.progeny.com custserv-comment: custserv-comment at rt.progeny.com sysadmin: sysadmin at rt.progeny.com sysadmin-comment: sysadmin-comment at rt.progeny.com sales: sales at rt.progeny.com sales-comment: sales-comment at rt.progeny.com ------------------- I want to create aliases for my test system without interfering with the existing ones, so I added the following: rt2: rt2 at rt.progeny.com rt2-comment: rt2-comment at rt.progeny.com support2: support2 at rt.progeny.com support2-comment: support2-comment at rt.progeny.com custserv2: custserv2 at rt.progeny.com custserv2-comment: custserv2-comment at rt.progeny.com sysadmin2: sysadmin2 at rt.progeny.com sysadmin2-comment: sysadmin2-comment at rt.progeny.com sales2: sales2 at rt.progeny.com sales2-comment: sales2-comment at rt.progeny.com ------------------------------ I then went to the production rt system and copied the /etc/aliases file from it to the rt test system. In production, it contained the following: rt: "| /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://rt.progeny.com/" rt-comment: "| /opt/rt3/bin/rt-mailgate --queue General --action comment --url http://rt.progeny.com/" support: "| /opt/rt3/bin/rt-mailgate --queue Support --action correspond --url http://rt.progeny.com/" support-comment: "| /opt/rt3/bin/rt-mailgate --queue Support --action comment --url http://rt.progeny.com/" custserv: "| /opt/rt3/bin/rt-mailgate --queue 'Customer Service' --action correspond --url http://rt.progeny.com/" custserv-comment: "| /opt/rt3/bin/rt-mailgate --queue 'Customer Service' --action comment --url http://rt.progeny.com/" sysadmin: "| /opt/rt3/bin/rt-mailgate --queue 'System Administration' --action correspond --url http://rt.progeny.com/" sysadmin-comment: "| /opt/rt3/bin/rt-mailgate --queue 'System Administration' --action comment --url http://rt.progeny.com/" sales: "| /opt/rt3/bin/rt-mailgate --queue Sales --action correspond --url http://rt.progeny.com/" sales-comment: "| /opt/rt3/bin/rt-mailgate --queue Sales --action comment --url http://rt.progeny.com/" -------------------------------- which I changed to: rt2: "| /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://testrt.progeny.com/" rt2-comment: "| /opt/rt3/bin/rt-mailgate --queue General --action comment --url http://testrt.progeny.com/" support2: "| /opt/rt3/bin/rt-mailgate --queue Support --action correspond --url http://testrt.progeny.com/" support2-comment: "| /opt/rt3/bin/rt-mailgate --queue Support --action comment --url http://testrt.progeny.com/" custserv2: "| /opt/rt3/bin/rt-mailgate --queue 'Customer Service' --action correspond --url http://testrt.progeny.com/" custserv2-comment: "| /opt/rt3/bin/rt-mailgate --queue 'Customer Service' --action comment --url http://testrt.progeny.com/" sysadmin2: "| /opt/rt3/bin/rt-mailgate --queue 'System Administration' --action correspond --url http://testrt.progeny.com/" sysadmin2-comment: "| /opt/rt3/bin/rt-mailgate --queue 'System Administration' --action comment --url http://testrt.progeny.com/" sales2: "| /opt/rt3/bin/rt-mailgate --queue Sales --action correspond --url http://testrt.progeny.com/" sales2-comment: "| /opt/rt3/bin/rt-mailgate --queue Sales --action comment --url http://testrt.progeny.com/" ------------------ I reran newaliases on my mail server and on the test rt system. I then tested it by sending a mail to rt2 at progeny.com which I hoped would get piped into mailgate on the new system , but it didn't work. I tried the following from the command line: cat "Message to go to RT" | /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://testrt.progeny.com/ but this didn't work either. Am I misunderstanding how the mailgate works? Is there some glaring error in my logic here? Vicki From eslittles at ucdavis.edu Tue Apr 19 13:09:48 2005 From: eslittles at ucdavis.edu (Everett Littles) Date: Tue, 19 Apr 2005 10:09:48 -0700 Subject: [rt-users] Every option returns me to the login screen In-Reply-To: <4e7838802271b7b6afa531f41bec075e@ucdavis.edu> References: <4e7838802271b7b6afa531f41bec075e@ucdavis.edu> Message-ID: <3d67602861bfe681b600ba8ec985e8b1@ucdavis.edu> Just as a follow-up. I've found that when I delete cookies,cache, from all browsers, then it works again for a bit, then it starts having the login window issue again. Anyone run across this? On Apr 19, 2005, at 7:37 AM, Everett Littles wrote: > Just set up RT 3.0.10 on FC3. When I log into RT and select any > option, I always get booted back to the login Window. I've tried this > on Safari and on Firefox, and get the same results on both. Any > suggestions? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From anthonyl at yorku.ca Tue Apr 19 13:19:06 2005 From: anthonyl at yorku.ca (Anthony Leong) Date: Tue, 19 Apr 2005 13:19:06 -0400 (EDT) Subject: [rt-users] Understanding mailgate In-Reply-To: <426525D6.2070205@progeny.com> References: <426525D6.2070205@progeny.com> Message-ID: Hello Vicki, I believe that you are forwarding all those emails to your production server (rt.progeny.com) instead of some which you want to go to you test server. Deducting from your email that your test server is testrt.progeny.com, then have rt2: rt2 at rt.progeny.com rt2-comment: rt2-comment at rt.progeny.com as rt2: rt2 at testrt.progency.com rt2-comment: rt2-comment at testrt.progeny.com Hope it helps. Anthony On Tue, 19 Apr 2005, Vicki Stanfield wrote: > I am trying to get the mailgate on my test rt system set up without > interfering with the production system (which has the front end on one > system and the database on another). Unfortunately, the system I > inherited does not do things exactly as in the README file. The portion > added to /etc/aliases for the production system looks like this: > > rt: rt at rt.progeny.com > rt-comment: rt-comment at rt.progeny.com > > support: support at rt.progeny.com > support-comment: support-comment at rt.progeny.com > > custserv: custserv at rt.progeny.com > custserv-comment: custserv-comment at rt.progeny.com > > sysadmin: sysadmin at rt.progeny.com > sysadmin-comment: sysadmin-comment at rt.progeny.com > > sales: sales at rt.progeny.com > sales-comment: sales-comment at rt.progeny.com > > ------------------- > > I want to create aliases for my test system without interfering with the > existing ones, so I added the following: > > > rt2: rt2 at rt.progeny.com > rt2-comment: rt2-comment at rt.progeny.com > > support2: support2 at rt.progeny.com > support2-comment: support2-comment at rt.progeny.com > > custserv2: custserv2 at rt.progeny.com > custserv2-comment: custserv2-comment at rt.progeny.com > > sysadmin2: sysadmin2 at rt.progeny.com > sysadmin2-comment: sysadmin2-comment at rt.progeny.com > > sales2: sales2 at rt.progeny.com > sales2-comment: sales2-comment at rt.progeny.com > > ------------------------------ > > I then went to the production rt system and copied the /etc/aliases file > from it to the rt test system. In production, it contained the following: > > rt: "| /opt/rt3/bin/rt-mailgate --queue General --action correspond > --url http://rt.progeny.com/" > rt-comment: "| /opt/rt3/bin/rt-mailgate --queue General --action comment > --url http://rt.progeny.com/" > > support: "| /opt/rt3/bin/rt-mailgate --queue Support --action correspond > --url http://rt.progeny.com/" > support-comment: "| /opt/rt3/bin/rt-mailgate --queue Support --action > comment --url http://rt.progeny.com/" > > custserv: "| /opt/rt3/bin/rt-mailgate --queue 'Customer Service' > --action correspond --url http://rt.progeny.com/" > custserv-comment: "| /opt/rt3/bin/rt-mailgate --queue 'Customer Service' > --action comment --url http://rt.progeny.com/" > > sysadmin: "| /opt/rt3/bin/rt-mailgate --queue 'System Administration' > --action correspond --url http://rt.progeny.com/" > sysadmin-comment: "| /opt/rt3/bin/rt-mailgate --queue 'System > Administration' --action comment --url http://rt.progeny.com/" > > sales: "| /opt/rt3/bin/rt-mailgate --queue Sales --action correspond > --url http://rt.progeny.com/" > sales-comment: "| /opt/rt3/bin/rt-mailgate --queue Sales --action > comment --url http://rt.progeny.com/" > -------------------------------- > > which I changed to: > > rt2: "| /opt/rt3/bin/rt-mailgate --queue General --action correspond > --url http://testrt.progeny.com/" > rt2-comment: "| /opt/rt3/bin/rt-mailgate --queue General --action > comment --url http://testrt.progeny.com/" > > support2: "| /opt/rt3/bin/rt-mailgate --queue Support --action > correspond --url http://testrt.progeny.com/" > support2-comment: "| /opt/rt3/bin/rt-mailgate --queue Support --action > comment --url http://testrt.progeny.com/" > > custserv2: "| /opt/rt3/bin/rt-mailgate --queue 'Customer Service' > --action correspond --url http://testrt.progeny.com/" > custserv2-comment: "| /opt/rt3/bin/rt-mailgate --queue 'Customer > Service' --action comment --url http://testrt.progeny.com/" > > sysadmin2: "| /opt/rt3/bin/rt-mailgate --queue 'System Administration' > --action correspond --url http://testrt.progeny.com/" > sysadmin2-comment: "| /opt/rt3/bin/rt-mailgate --queue 'System > Administration' --action comment --url http://testrt.progeny.com/" > > sales2: "| /opt/rt3/bin/rt-mailgate --queue Sales --action correspond > --url http://testrt.progeny.com/" > sales2-comment: "| /opt/rt3/bin/rt-mailgate --queue Sales --action > comment --url http://testrt.progeny.com/" > > ------------------ > I reran newaliases on my mail server and on the test rt system. I then > tested it by sending a mail to rt2 at progeny.com which I hoped would get > piped into mailgate on the new system , but it didn't work. I tried the > following from the command line: > > cat "Message to go to RT" | /opt/rt3/bin/rt-mailgate --queue General > --action correspond --url http://testrt.progeny.com/ > > but this didn't work either. Am I misunderstanding how the mailgate > works? Is there some glaring error in my logic here? > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From joby at u.washington.edu Tue Apr 19 13:22:25 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 19 Apr 2005 10:22:25 -0700 Subject: [rt-users] Understanding mailgate In-Reply-To: <426525D6.2070205@progeny.com> References: <426525D6.2070205@progeny.com> Message-ID: <42653E51.7030509@u.washington.edu> The problem is with your test aliases on your mail server. > rt2: rt2 at rt.progeny.com > rt2-comment: rt2-comment at rt.progeny.com These aliases are sending your rt mail to your production rt server. >From what you sent, I'm gessing you should instead have: rt2: rt2 at testrt.progeny.com rt2-comment: rt2-comment at testrt.progeny.com You should can even avoid the mail server middleman and just email rt2 at testrt.progeny.com jbw From iqbala-rt-users at qwestip.net Tue Apr 19 14:24:31 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Tue, 19 Apr 2005 14:24:31 -0400 Subject: [rt-users] Understanding mailgate In-Reply-To: <426525D6.2070205@progeny.com> References: <426525D6.2070205@progeny.com> Message-ID: <20050419182431.GA23246@qwestip.net> On Tue, Apr 19, 2005 at 11:37:58AM, Vicki Stanfield wrote: > I am trying to get the mailgate on my test rt system set up without > interfering with the production system (which has the front end on one > system and the database on another). Unfortunately, the system I > inherited does not do things exactly as in the README file. The portion > added to /etc/aliases for the production system looks like this: > [....] > cat "Message to go to RT" | /opt/rt3/bin/rt-mailgate --queue General > --action correspond --url http://testrt.progeny.com/ What message you get when you add --debug to it? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From rrivera at comtex.com Tue Apr 19 14:18:50 2005 From: rrivera at comtex.com (Rimbert Rivera) Date: Tue, 19 Apr 2005 13:18:50 -0500 Subject: [rt-users] Showing certain text in color Message-ID: Is there a way to display text in color when you are entering a comment or reply to a ticket? I tried adding "Red text" but when I display the ticket and view the page source, it had been converted to "<font color="#ff0000">Red text</font>" I've searched WIKI, bestpractical lists and google and nothing useful except for displaying the Status in red. It would be handy to be able to do bold, italics and underline, too. Using RT 3.0.6 - Rim Rimbert Rivera Manager, Information Technology COMTEX News Network rrivera at comtex.com (703) 820-2000 Discover more about COMTEX at: http://www.comtex.com/ This e-mail is intended solely for the person or entity to which it is addressed and may contain confidential and/or privileged information. Any review, dissemination, copying, printing or other use of this e-mail by persons or entities other than the addressee is prohibited. If you have received this e-mail in error, please contact the sender immediately and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt_ns at yahoo.com Tue Apr 19 14:39:10 2005 From: rt_ns at yahoo.com (RT NS) Date: Tue, 19 Apr 2005 11:39:10 -0700 (PDT) Subject: [rt-users] ForkIntoNewTicket Message-ID: <20050419183910.44647.qmail@web61308.mail.yahoo.com> Hello, I'm fairly new to RT, and I was hoping if someone could help me with a scrip. I installed the scrip, ForkIntoNewTicket, into RT without getting any error messages. However, the scrip does not appear to have created/forked a new ticket. All I see are my original tickets in the queue. I've used the conditions: On Transaction On Owner Change On Queue Change the action: "Fork la r.ponse dans un nouveau ticket" and the template: "Global template: Blank" to try to create a copy of the ticket (via the web interface). Ideally, I would like to keep the original ticket in the queue and fork a copy of the ticket into a new queue. Can someone show me how to do this or point me? Thank you! __________________________________ Do you Yahoo!? Plan great trips with Yahoo! Travel: Now over 17,000 guides! http://travel.yahoo.com/p-travelguide From vicki at progeny.com Tue Apr 19 16:07:51 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 19 Apr 2005 16:07:51 -0400 Subject: [rt-users] Understanding mailgate In-Reply-To: <426525D6.2070205@progeny.com> References: <426525D6.2070205@progeny.com> Message-ID: <42656517.3060609@progeny.com> >cat "Message to go to RT" | /opt/rt3/bin/rt-mailgate --queue General >> --action correspond --url http://testrt.progeny.com/ > >What message you get when you add --debug to it? I changed the rt to rttest as appropriate. But I still get no mail into the test rt setup. I added --debug to the command line attempt though and got this: Connecting to http://rttest.progeny.com/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 99, <> chunk 1. not ok - Ticket creation failed at /opt/rt3/bin/rt-mailgate line 108, <> chunk 1. What is going on here? Is there some config thing that I have missed? Vicki The original message was received at Tue, 19 Apr 2005 15:51:51 -0500 from morimoto.progeny.com [192.168.1.53] ----- The following addresses had permanent fatal errors ----- "| /opt/rt3/bin/rt-mailgate --queue 'System Administration' --action correspond --url http://rttest.progeny.com/" (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable From bwspolarich at uscar.org Tue Apr 19 17:25:27 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Tue, 19 Apr 2005 17:25:27 -0400 Subject: [rt-users] Understanding mailgate Message-ID: <3AF76382C31760418AF0FBFD84F714030201DF60@MI8NYCMAIL07.Mi8.com> I haven't followed this thread, but it sounds like a typical sendmail issue. You will need to place a symlink to rt-mailgate in /etc/smrsh/. E.g. ln -s /opt/rt3/bin/rt-mailgate /etc/smrsh/rt-mailgate Sendmail tries to be very picky about the programs it will allow itself to run for very good security reasons. Only programs that are copied or symlinked to /etc/smrsh are runnable. Sendmail strips off the leading path information to whatever programs are listed in your aliases and replaces it with /etc/smrsh, so this kind of alias is acceptable: rt: "|rt-mailgate --queue it-support --action correspond --debug --url http://your.host.here/rt/" -brian rt-users-bounces at lists.bestpractical.com wrote: > > ----- The following addresses had permanent fatal errors ----- > "| /opt/rt3/bin/rt-mailgate --queue 'System Administration' > --action correspond --url http://rttest.progeny.com/" > (reason: Service unavailable) > (expanded from: ) > > ----- Transcript of session follows ----- > smrsh: "rt-mailgate" not available for sendmail programs (stat > failed) 554 5.0.0 Service unavailable From vicki at progeny.com Tue Apr 19 16:39:46 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 19 Apr 2005 16:39:46 -0400 Subject: [rt-users] Understanding mailgate In-Reply-To: <3AF76382C31760418AF0FBFD84F714030201DF60@MI8NYCMAIL07.Mi8.com> References: <3AF76382C31760418AF0FBFD84F714030201DF60@MI8NYCMAIL07.Mi8.com> Message-ID: <42656C92.40602@progeny.com> Brian W. Spolarich wrote: > I haven't followed this thread, but it sounds like a typical sendmail >issue. > > You will need to place a symlink to rt-mailgate in /etc/smrsh/. E.g. > > ln -s /opt/rt3/bin/rt-mailgate /etc/smrsh/rt-mailgate > > Sendmail tries to be very picky about the programs it will allow >itself to run for very good security reasons. Only programs that are >copied or symlinked to /etc/smrsh are runnable. Sendmail strips off the >leading path information to whatever programs are listed in your aliases >and replaces it with /etc/smrsh, so this kind of alias is acceptable: > >rt: "|rt-mailgate --queue it-support --action correspond --debug --url >http://your.host.here/rt/" > > -brian > >rt-users-bounces at lists.bestpractical.com wrote: > > >> ----- The following addresses had permanent fatal errors ----- >>"| /opt/rt3/bin/rt-mailgate --queue 'System Administration' >>--action correspond --url http://rttest.progeny.com/" >> (reason: Service unavailable) >> (expanded from: ) >> >> ----- Transcript of session follows ----- >>smrsh: "rt-mailgate" not available for sendmail programs (stat >>failed) 554 5.0.0 Service unavailable >> > > > > That was it! Thanks. Vicki From matthew.watson at staff.netspace.net.au Tue Apr 19 20:40:07 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Wed, 20 Apr 2005 10:40:07 +1000 Subject: [rt-users] My RT with #500000 Message-ID: <56F211C5E3F24F47B103EA1B253822BE65D44B@vic-cr-ex1.staff.netspace.net.au> select count(*) from transactions COUNT(*) ---------- 2907917 1 row selected Optimising.. we pulled a few things out of the UI (such as other tickets by a user on the display ticket page). Quite a few new index and I believe our dba had to tweak some oracle settings to get the correct indexes to be used, not exactly sure what that was though I'm afraid. We also threw a reasonably amount of hardware at the problem. Our testing showed that on the dual AMD Opteron systems we use as a front end, when you start getting more than 5-10 simultaneous (which is quite a lot in this type of environment) performance started to drop of rapidly. The mason front end (and the perl API) seem quite heavy. So currently we have 2 dual AMD Opterons running the web/email gateways and our Sun/Oracle server as the data store (this also does other things). Seems to be running quite smoothly, haven't had any complaints about "lockups" since moving to RT3, something which happened quite often when we ran mysql4/rt2, this I think is largely due to oracles better ability to handle large/crazy queries. Regards, Matt. > -----Original Message----- > From: Jim Meyer [mailto:purp at acm.org] > Sent: Tuesday, April 19, 2005 2:08 AM > To: Matthew Watson > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] My RT with #500000 > > Hello! > > On Thu, 2005-04-14 at 02:57, Matthew Watson wrote: > > Arh. I remember we when hit 500k tickets, oh so long ago. :) > > > > > > select count(*) from tickets > > COUNT(*) > > ---------- > > 1068891 > > 1 row selected > > > > select max(id) from tickets > > MAX(ID) > > ---------- > > 1331311 > > 1 row selected > > Out of curiosity ... what's this return? > > select count(*) from transactions; > > I'd also love to hear about what you've done to optimize RT for Oracle > (and vice versa). We're looking hard at RT and want to address some > concerns we see (or at least thought we saw) with scaling to 300000+ > tickets. > > Thanks! > > --j > -- > Jim Meyer, Geek at Large purp at acm.org This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From rainer at ultra-secure.de Wed Apr 20 08:33:47 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 20 Apr 2005 14:33:47 +0200 Subject: [rt-users] Problem creating users Message-ID: <42664C2B.1000504@ultra-secure.de> Hi, when I enter the "create user"-page, I get the following: Apr 20 14:31:29 rt3 postgres[67228]: [1-1] ERROR: invalid input syntax for integer: "" Apr 20 14:31:29 rt3 RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" (/usr/local/rt3/lib/RT.pm:277) Apr 20 14:31:29 rt3 RT: RT::Handle=HASH(0xa8e86c8) couldn't execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS NULL OR ObjectId = '')' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. (/usr/local/rt3/lib/RT.pm:277) Apr 20 14:31:29 rt3 postgres[67228]: [2-1] ERROR: invalid input syntax for integer: "" Apr 20 14:31:29 rt3 RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" (/usr/local/rt3/lib/RT.pm:277) Apr 20 14:31:29 rt3 RT: RT::Handle=HASH(0xa8e86c8) couldn't execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS NULL OR ObjectId = '')' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. (/usr/local/rt3/lib/RT.pm:277) Apr 20 14:31:29 rt3 postgres[67228]: [3-1] ERROR: invalid input syntax for integer: "" Apr 20 14:31:29 rt3 RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" (/usr/local/rt3/lib/RT.pm:277) Apr 20 14:31:29 rt3 RT: RT::Handle=HASH(0xa8e86c8) couldn't execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS NULL OR ObjectId = '')' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. (/usr/local/rt3/lib/RT.pm:277) (rt3.4.1 on FreeBSD 5.4RC2, postgres8). The user can be created, but I seem to be unable to subsequently move it to a group - the user is also "invisible" in that I can't see him in the list of users, but I can search for him and then edit him. Rainer From bestpractical at daley.snurgle.org Wed Apr 20 08:48:08 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Wed, 20 Apr 2005 08:48:08 -0400 (EDT) Subject: [rt-users] Problem creating users In-Reply-To: <42664C2B.1000504@ultra-secure.de> References: <42664C2B.1000504@ultra-secure.de> Message-ID: I had this same error. My wife thought it was when she was trying to search for all users (the search function changed from 3.0 to 3.4, and so it is harder to search for all users -- unless someone knows of a better way than, "email address contains @" or other such things) But, anyway, the users were successfully created, and everything seems fine now. And the users could be added to privileged groups. I believe by default users are "invisible" as they are unprivileged, and the default search only shows privileged users. Postgres 7.4.7 RT 3.4.1 On Wed, 20 Apr 2005, Rainer Duffner wrote: > Hi, > > when I enter the "create user"-page, I get the following: > > Apr 20 14:31:29 rt3 postgres[67228]: [1-1] ERROR: invalid input syntax for > integer: "" > Apr 20 14:31:29 rt3 RT: DBD::Pg::st execute failed: ERROR: invalid input > syntax for integer: "" (/usr/local/rt3/lib/RT.pm:277) > Apr 20 14:31:29 rt3 RT: RT::Handle=HASH(0xa8e86c8) couldn't execute the query > 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS > NULL OR ObjectId = '')' at > /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. > (/usr/local/rt3/lib/RT.pm:277) > Apr 20 14:31:29 rt3 postgres[67228]: [2-1] ERROR: invalid input syntax for > integer: "" > Apr 20 14:31:29 rt3 RT: DBD::Pg::st execute failed: ERROR: invalid input > syntax for integer: "" (/usr/local/rt3/lib/RT.pm:277) > Apr 20 14:31:29 rt3 RT: RT::Handle=HASH(0xa8e86c8) couldn't execute the query > 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS > NULL OR ObjectId = '')' at > /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. > (/usr/local/rt3/lib/RT.pm:277) > Apr 20 14:31:29 rt3 postgres[67228]: [3-1] ERROR: invalid input syntax for > integer: "" > Apr 20 14:31:29 rt3 RT: DBD::Pg::st execute failed: ERROR: invalid input > syntax for integer: "" (/usr/local/rt3/lib/RT.pm:277) > Apr 20 14:31:29 rt3 RT: RT::Handle=HASH(0xa8e86c8) couldn't execute the query > 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS > NULL OR ObjectId = '')' at > /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. > (/usr/local/rt3/lib/RT.pm:277) > > (rt3.4.1 on FreeBSD 5.4RC2, postgres8). > The user can be created, but I seem to be unable to subsequently move it to a > group - the user is also "invisible" in that I can't see him in the list of > users, but I can search for him and then edit him. > > > > Rainer > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From rainer at ultra-secure.de Wed Apr 20 08:59:33 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 20 Apr 2005 14:59:33 +0200 Subject: [rt-users] Problem creating users In-Reply-To: References: <42664C2B.1000504@ultra-secure.de> Message-ID: <42665235.3070602@ultra-secure.de> Jon Daley wrote: > I had this same error. My wife thought it was when she was trying > to search for all users (the search function changed from 3.0 to 3.4, > and so it is harder to search for all users -- unless someone knows of > a better way than, "email address contains @" or other such things) > > But, anyway, the users were successfully created, and everything > seems fine now. And the users could be added to privileged groups. > > I believe by default users are "invisible" as they are > unprivileged, and the default search only shows privileged users. > > Postgres 7.4.7 > RT 3.4.1 > Hm. I looked some more at this. The "ObjectID" is an integer, at least in my database. So, the question is: should it be something else or should the search-string be constructed differently? Rainer From Joseph_Micciche at Progressive.com Wed Apr 20 09:50:30 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 20 Apr 2005 09:50:30 -0400 Subject: [rt-users] Including Attachment on owner change? In-Reply-To: <42652848.5060908@miet.ru> Message-ID: Ruslan Zakirov wrote on 04/19/2005 11:48:24 AM: > "OwnerChange" transaction have no attachments. > Similar question is described in FAQ: http://wiki.bestpractical.com/?FAQ > > Q: The 'resolve' Transaction > has no content > Also may be > http://wiki.bestpractical.com/index.cgi?AddAttachmentLinksToMail can > help you. Thanks Ruslan, but this still doesn't meet our needs. The people to whom we assign tickets are outside of our organization and everything is email-based. (Link to attachment doesn't help.) I need to get the attachment to the Owner on owner change, in the email they get letting them know they have been assigned a ticket. Has anyone else done this? Thanks. joe From sturner at MIT.EDU Wed Apr 20 10:01:29 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 20 Apr 2005 10:01:29 -0400 Subject: [rt-users] Including Attachment on owner change? In-Reply-To: References: <42652848.5060908@miet.ru> Message-ID: <5.2.1.1.2.20050420095956.021fd368@po14.mit.edu> At Wednesday 4/20/2005 09:50 AM, Joseph_Micciche at Progressive.com wrote: >I need to get the attachment to the Owner on owner change, in the email >they get letting them know they have been assigned a ticket. Has anyone >else done this? > >Thanks. > >joe Joe, What attachment are you referring to? Is this something that is part of the earlier history of your tickets? As Ruslan mentioned, the owner-change transaction has no associated attachment. Steve From rainer at ultra-secure.de Wed Apr 20 10:08:47 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 20 Apr 2005 16:08:47 +0200 Subject: [rt-users] Problem creating users In-Reply-To: References: <42664C2B.1000504@ultra-secure.de> Message-ID: <4266626F.70704@ultra-secure.de> Jon Daley wrote: > I had this same error. My wife thought it was when she was trying > to search for all users (the search function changed from 3.0 to 3.4, > and so it is harder to search for all users -- unless someone knows of > a better way than, "email address contains @" or other such things) > > But, anyway, the users were successfully created, and everything > seems fine now. And the users could be added to privileged groups. > > I believe by default users are "invisible" as they are > unprivileged, and the default search only shows privileged users. > > Postgres 7.4.7 > RT 3.4.1 > Seems that the user needs to be privileged to be added to a group. Hm. I don't remember doing that last time I setup RT... I'd still like to know what that error-message means and if it is harmless or not. cheers, Rainer From PBarton at iesi.com Wed Apr 20 10:18:47 2005 From: PBarton at iesi.com (Peter Barton) Date: Wed, 20 Apr 2005 09:18:47 -0500 Subject: [rt-users] Customer Survey Message-ID: <96F0E119BD197342A5A1FE07D1DD41E260379B@mercury.iesi.prv> Is there an addon/contrib program that can be set up to periodically send out a customer survey to the requestor of a ticket? I need to start tracking my tech support's efficiency and this seems to be the best way of going about it. Thank you, ---- Peter Barton Corporate Network Manager IESI Corporation Work: (817)632-4000 Fax: (817)632-4047 From Joseph_Micciche at Progressive.com Wed Apr 20 12:44:57 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 20 Apr 2005 12:44:57 -0400 Subject: [rt-users] Including Attachment on owner change? In-Reply-To: <5.2.1.1.2.20050420095956.021fd368@po14.mit.edu> Message-ID: Stephen Turner wrote on 04/20/2005 10:01:29 AM: > At Wednesday 4/20/2005 09:50 AM, Joseph_Micciche at Progressive.com wrote: > >I need to get the attachment to the Owner on owner change, in the email > >they get letting them know they have been assigned a ticket. Has anyone > >else done this? > > > >Thanks. > > > >joe > Joe, > What attachment are you referring to? Is this something that is part of the > earlier history of your tickets? As Ruslan mentioned, the owner-change > transaction has no associated attachment. > Steve Hi Steve, our people frequently submit tickets/requests that have attachments (doc, txt, pdf, xls). The attachments may contain the request, or have much useful info about the request. When I assign a ticket, the attachment does not get included in the email to the Owner - but Watchers and Admins get it. I don't know how to include the attachment in the template OwnerChange - there is no reference to the attachment in any other template. joe From barnesaw at ucrwcu.rwc.uc.edu Wed Apr 20 12:52:05 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 20 Apr 2005 12:52:05 -0400 Subject: [rt-users] Including Attachment on owner change? In-Reply-To: References: Message-ID: <426688B5.6030108@ucrwcu.rwc.uc.edu> Joseph_Micciche at Progressive.com wrote: >Hi Steve, our people frequently submit tickets/requests that have >attachments (doc, txt, pdf, xls). The attachments may contain the request, >or have much useful info about the request. > >When I assign a ticket, the attachment does not get included in the email >to the Owner - but Watchers and Admins get it. I don't know how to include >the attachment in the template OwnerChange - there is no reference to the >attachment in any other template. > > You might try the template, or some variant, laid out here: http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail I think there was one floating around on the list a while back about attaching just the original message. Or maybe I'm thinking about one that came in one of the original templates. We do this with the original ticket contents on re-assingment. I'll see what we do there and get back to when I finish up my current project today. >joe > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From tim_wilson at hopkins.k12.mn.us Wed Apr 20 13:10:33 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Wed, 20 Apr 2005 12:10:33 -0500 Subject: [rt-users] Viewing queue-specific custom fields in other queues Message-ID: Hi all, I'm running RT 3.2 here and have set up a few queue-specific custom fields. Tickets are occasionally moved between queues and we noticed right away that custom field data isn't visible in a particular queue if that queue doesn't have the corresponding custom field. Once the ticket if moved back to the original queue, the custom field data is visible once again. Does RT 3.4 have the same behavior? It would sure be nice to have, if nothing else, read-only access to the data in those custom fields when in other queues. Part of our tech support workflow includes moving tickets among queues occasionally, so this affects us fairly often. Switching everything to global custom fields in undesirable in this case because of the types of queues we have in place. Any other ideas for making this work? -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From jra at baylink.com Wed Apr 20 13:34:26 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 20 Apr 2005 13:34:26 -0400 Subject: [rt-users] Customer Survey In-Reply-To: <96F0E119BD197342A5A1FE07D1DD41E260379B@mercury.iesi.prv>; from Peter Barton on Wed, Apr 20, 2005 at 09:18:47AM -0500 References: <96F0E119BD197342A5A1FE07D1DD41E260379B@mercury.iesi.prv> Message-ID: <20050420133426.A7835@cgi.jachomes.com> On Wed, Apr 20, 2005 at 09:18:47AM -0500, Peter Barton wrote: > Is there an addon/contrib program that can be set up to periodically > send out a customer survey to the requestor of a ticket? > > I need to start tracking my tech support's efficiency and this seems to > be the best way of going about it. One approach that comes to mind is to create a Unix script that sends out such a survey, with an appropriately forged return address, and have your ticket-close scrip schedule it with "at(1)" for a few days later... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jreeder at minutemenu.com Wed Apr 20 13:53:09 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Wed, 20 Apr 2005 12:53:09 -0500 Subject: [rt-users] Never-ending OR search Message-ID: I'm trying to do a ticket search that looks basically like this: RequestorGroup = 'xxx' OR CcGroup = 'xxx' When I run this search, it runs for several minutes with no results. Nothing is displayed to screen, and after giving up the search, if I try to click back or simply make a new request for my RT's homepage, I get no response from the server. I have to close my browser and open a new one (or just get rid of my RT cookie) before RT will give me any pages at all after I try this search. I don't see anything in the log, so maybe I should try waiting a full hour, but it seems to me that something is wrong, since if I take either of the two parts of the search and do them by themselves, I get results in 1 or 2 seconds. Has anyone else had similar trouble with ORed ticket searches? -------------- next part -------------- An HTML attachment was scrubbed... URL: From djones at proofpoint.com Wed Apr 20 12:57:44 2005 From: djones at proofpoint.com (Dayton Jones) Date: Wed, 20 Apr 2005 09:57:44 -0700 (PDT) Subject: [rt-users] rt command line tool Message-ID: Pardon me if this has been asked numerous times before - I searched wiki and google but can't resolve this. I'm running RT 3.4.1 and it's working great. My problem resides in the use of the 'rt' command line tool. I've got ~/.rtrc configured with a valid user/password but when I try to run: 'bin/rt ls "Status !='resolved' and Status !='rejected' AND Owner='10'"' I get: "rt: Server error: Authorization Required (401)" I've tried including RTUSER= RTPASSWD= RTSERVER= on the command line but had the same results. Below are the relevant sections of httpd.conf, apache is listening on 8080 and rt is located at http:///rt What am I missing, why can't I get bin/rt to connect properly? Thanks in advance. Alias /rt "/admin/rt3/share/html" PerlModule Apache::DBI PerlRequire /admin/rt3/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all SetHandler perl-script PerlHandler RT::Mason satisfy any allow from all SetHandler perl-script PerlHandler RT::Mason satisfy any allow from all RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason -- Dayton Jones From seph at directionless.org Wed Apr 20 15:28:10 2005 From: seph at directionless.org (seph) Date: Wed, 20 Apr 2005 15:28:10 -0400 Subject: [rt-users] Re: Never-ending OR search In-Reply-To: (Jonathan Reeder's message of "Wed, 20 Apr 2005 12:53:09 -0500") References: Message-ID: "Jonathan Reeder" writes: > I'm trying to do a ticket search that looks basically like this: > > RequestorGroup = 'xxx' OR CcGroup = 'xxx' > > When I run this search, it runs for several minutes with no results. > Nothing is displayed to screen, and after giving up the search, if I try to > click back or simply make a new request for my RT's homepage, I get no > response from the server. I have to close my browser and open a new one (or > just get rid of my RT cookie) before RT will give me any pages at all after > I try this search. There are a couple things going on. A certain set of conditions seems to produce sql that takes ages to chomp. It's been discussed on the mailing lists, though I'm not sure what its current state is. The other that that's happening, is that while your database is chewing on that sql query, it locks your session. Further hits to rt from the same session, start tying up mysql processes waiting for the first search to finish. At least, that's what I've observed on my machines. seph From mkoroschetz at tekvoice.com Wed Apr 20 16:20:28 2005 From: mkoroschetz at tekvoice.com (Manfred Koroschetz (mkoroschetz@tekvoice.com)) Date: Wed, 20 Apr 2005 16:20:28 -0400 Subject: [rt-users] Ticket metadata: Display closed - when opening / showing a ticket ... Message-ID: <20050420T162028Z_B1B3000E0000@tekvoice.com> We would like to show the "ticket metadata" as a closed bar, when agents enter to see details on a ticket. We recognize that the information available as metadata is very useful and important, but at first the agents want to get a good look at the history, and screen real-estate is always at a premium. >From what I have seen that should be easy to tweak with an overlay but I'd rather ask for advice first, before messing something up. I do appreciate any help in advance, Regards, Manfred Koroschetz -------------- next part -------------- An HTML attachment was scrubbed... URL: From maxime.levasseur at b3g-telecom.com Wed Apr 20 16:38:08 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Wed, 20 Apr 2005 22:38:08 +0200 Subject: [rt-users] Scrips / Custom conditions / Need Help Message-ID: <4266BDB0.1090800@b3g-telecom.com> Hi all, I'm running RT 3.2 and it works fine. I just have some problems do define some custome conditions and if you can help, it would be great. I have several queues ( ie : queue 1 , queue 2, queue 3 ... ) up and running, used by my staff. I would like the requestor to be notified with a specific template in a few cases only ( On queue changes ) For example, if a ticket moves from queue 1 to queue 2 , a mail ( let's call it ' template 1 ' must be sent ... ) ... Works fine without any custom condition. Same thing when a ticket moves from queue 1 to queue 3 , with another template ( template 2 ).. works fine too .. However, when a ticket is moved from queue 3 ( temporary state ) to queue 2, a special template ( template 3 ) must be sent and only in this case ... Which special condition ( syntax ) must i use to proceed ? Must i use it on the queue 2 scrips ? Queue 3 scrips ? Global scrips ? Any help would be appreciated. Thanks a lot. Max. From bwspolarich at uscar.org Wed Apr 20 17:04:45 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Wed, 20 Apr 2005 17:04:45 -0400 Subject: [rt-users] RE: Recurring Permissions Errors w/ RT 3.4.0 Message-ID: <3AF76382C31760418AF0FBFD84F71403020D41FF@MI8NYCMAIL07.Mi8.com> Brian W. Spolarich wrote: > Something has changed in my RT enironment that is causing > umask or permissions problems w/ Mason. I haven't seen a response to this (anyone? :-), but I have another intermittent symptom of this problem. I noticed this in my mail queue after responding to a message: j3KKLmvc026806 309 Wed Apr 20 16:21 <> (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) "|rt-mailgate --queue rfpo-support --a I ran the rt-mailgate program to see what happened: /etc/smrsh/rt-mailgate --queue rfpo-support --action correspond --debug --url https://foo.com/rt/ hello quit ^D 
    read-open /tmp/UwEGePdc9v/part-26199-4.txt: Permission denied at
/usr/lib/perl5/site_perl/5.8.0/MIME/Body.pm line 417.

  Taking a look at the temp directory, I see this:

root at ws1:mqueue# ls -l /tmp/UwEGePdc9v 
total 4
----------    1 apache   apache          5 Apr 20 16:50 part-26199-4.txt

  Again, these temp directories get created with wacky modes (0000 in
this case).

  I also see this in the rt.log file:

[Wed Apr 20 20:50:07 2005] [warning]: Can't remove directory
/tmp/UwEGePdc9v: Directory not empty at /opt/rt3/lib/RT/EmailParser.pm
line 627 (/opt/rt3/lib/RT.pm:277)

  Looking at the temp directories that don't get removed, I see these
perms:

root at ws1:/tmp# find HGSb5lNWOx DXcYnVLUcm lJIs5RNJju 0ouhmQs94U
UwEGePdc9v -ls
474563    4 drwx------   2 apache   apache       4096 Apr 13 13:28
HGSb5lNWOx
474564    4 ----------   1 apache   apache        143 Apr 13 13:28
HGSb5lNWOx/part-28003-3.txt
474565    4 ----------   1 apache   apache        586 Apr 13 13:28
HGSb5lNWOx/part-28003-4.html
834337    4 drwx------   2 apache   apache       4096 Apr 20 16:21
DXcYnVLUcm
834338    4 ----------   1 apache   apache        309 Apr 20 16:21
DXcYnVLUcm/part-26199-1.txt
834339    4 drwx------   2 apache   apache       4096 Apr 20 16:21
lJIs5RNJju
834340    4 ----------   1 apache   apache        309 Apr 20 16:21
lJIs5RNJju/part-26199-2.txt
834341    4 drwx------   2 apache   apache       4096 Apr 20 16:50
0ouhmQs94U
834342    4 ----------   1 apache   apache          5 Apr 20 16:50
0ouhmQs94U/part-26199-3.txt
834343    4 drwx------   2 apache   apache       4096 Apr 20 16:50
UwEGePdc9v
834344    4 ----------   1 apache   apache          5 Apr 20 16:50
UwEGePdc9v/part-26199-4.txt

  So what the heck is causing these totally inappropriate directory
modes?  Whatever is causing this is also presumably causing my
mason_files directory to get screwed up.

  -brian
  

  



From wolfy at enternet.hu  Wed Apr 20 17:41:46 2005
From: wolfy at enternet.hu (Lorand Farkas)
Date: Wed, 20 Apr 2005 23:41:46 +0200
Subject: [rt-users] Approvals
Message-ID: <20050420214148.0A85A4D80A8@diesel.bestpractical.com>

Dear All,

 

Could somebody please describe me (in details if possible) the process of
raising tickets which would need approval? In my case different tickets
might need approval from different people. I lost quite some time to figure
this out but failed miserably.

I'm using RT3.

 

Thanks,

 

/Lorand.

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From baxter at networkinference.com  Wed Apr 20 18:10:50 2005
From: baxter at networkinference.com (Baxter Shepperson)
Date: Wed, 20 Apr 2005 15:10:50 -0700
Subject: [rt-users] Some users cannot create tickets others can
Message-ID: 

  Using rt-3.0.10-3 Fedora Core 2.  RT is working brilliantly for some and others cannot create tickets.  Both IE and Firefox just time out or give an error message "queue cannot be created"  All user's permissions are the same.  One even has ALL permissions granted.  Cannot find any errors in mysql logs but I see this error "[Wed Apr 20 14:06:23 2005] [notice] child pid 3264 exit signal Segmentation fault (11)" in my httpd error log.

 I would sincerely appreciate ANY pointers as I feel I am very close and RT is working for me for the most part.




From mikef at ack.Berkeley.EDU  Wed Apr 20 18:13:02 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 20 Apr 2005 15:13:02 -0700 (PDT)
Subject: [rt-users] Problem setting up rt-mailgate on RT 3.4.1
Message-ID: 

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm doing a fresh install of RT 3.4.1 and am having trouble setting up the
mail gateway.

In my /etc/mail/aliases file, I have the following:

security: "|/opt/rt3/bin/rt-mailgate --queue security --action correspond --url https://sns-rt.berkeley.edu/"

Where https://sns-rt.berkeley.edu is the URL of my RT web server.  I've
got it configured for SSL only (not listening on port 80).

When I send mail to 'security at sns-rt.berkeley.edu' from another host, the
mail remains in the queue on sns-rt.berkeley.edu and 'mailq -v' shows the
following (a sample):

  j3KKbtXe045322      669    1111385 Apr 20 13:37 
   (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL)
      (---security:26:0:---)
      "|/opt/rt3/bin/rt-mailgate --queue security --action correspond --url h
 (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL)

(The 'url' line is obviously truncated.  My sendmail logs show the mail
was 'deferred' with EX_TEMPFAIL and the full URL shows there).

Is there something wrong with my mail aliases definition?

I'm running FreeBSD 5.3-RELEASE and sendmail 8.13.1.  Since this is a new
system, perhaps I'm also missing something from my sendmail configuration.

I notice that 'perldoc rt-mailgate' says the following, among other things:

   Much of the set up of the mail gateway depends on your MTA and mail
   routing configuration. However, you will need first of all to create an
   RT user for the mail gateway and assign it a password; this helps to
   ensure that mail coming into the web server did originate from the gateway.

I don't understand this paragraph.  What RT user should I set up that
corresponds to the mail gateway?

Thanks.

Mike

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

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBQmbT9q0bf1iNr4mCEQJMMQCg2Pot/9H9h3E+WZFPUMvl/uFm/ygAnR+y
a/VA4QFULuaZCPY7kLB7j2lS
=FSq8
-----END PGP SIGNATURE-----


From baxter at networkinference.com  Wed Apr 20 18:17:17 2005
From: baxter at networkinference.com (Baxter Shepperson)
Date: Wed, 20 Apr 2005 15:17:17 -0700
Subject: [rt-users] Some users cannot create tickets others can
Message-ID: 


  Research shows me so far that this was a problem with perl that was resolved with perl version 5.8.3 which is what I'm running.  Could it still be a problem with apache 2.0?  Why would it affect only a few users?  What would be causing browser timeouts for some and not others?


-----Original Message-----
From:	rt-users-bounces at lists.bestpractical.com on behalf of Baxter Shepperson
Sent:	Wed 4/20/2005 3:10 PM
To:	rt-users at lists.bestpractical.com
Cc:	
Subject:	[rt-users] Some users cannot create tickets others can
  Using rt-3.0.10-3 Fedora Core 2.  RT is working brilliantly for some and others cannot create tickets.  Both IE and Firefox just time out or give an error message "queue cannot be created"  All user's permissions are the same.  One even has ALL permissions granted.  Cannot find any errors in mysql logs but I see this error "[Wed Apr 20 14:06:23 2005] [notice] child pid 3264 exit signal Segmentation fault (11)" in my httpd error log.

 I would sincerely appreciate ANY pointers as I feel I am very close and RT is working for me for the most part.


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

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.

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





From Michael.Pelletier at pgicorp.net  Wed Apr 20 18:29:19 2005
From: Michael.Pelletier at pgicorp.net (Michael Pelletier)
Date: Wed, 20 Apr 2005 15:29:19 -0700
Subject: [rt-users] RE: LDAP (AD) supported?
Message-ID: 

Hello,
 
I downloaded the LDAPSMB1.2_RT3 package and installed everything.
However, I am having problems connecting to AD...I keep getting "Logon
failed"
 
Here is my config...the config has been sanitized...
 
Set($HomeRefreshPeriod, "300");
Set($TicketsRefreshPeriod, "300");
@AuthOrder = ("LDAP", "Web", "Internal");
$LDAPExternalAuto = 1;
$LDAPDeferToInternalAuth = undef;
$LdapServer="servername.domain.com";    (Real name has been removed)
$LdapCert= "";
$LdapCertDir= "";               
$LdapUser="CN=my-account-name,OU=PGIC Users,DC=domain,DC=com";
$LdapPass="my-password";
 
# The following attributes specify where the search should start in
# the tree, the attributes to use and the filter to apply to the
# search.
 
$LdapBase="DC=domain,DC=com";  # search base
$LdapUidAttr="SAMAccountName";  # attribute for RT user name
$LdapFilter="(objectclass=*)";  # filter LDAP entries (e.g., only
people)
$LdapMap = {                    # map LDAP attributes to RT3
#    'RT user paramater'   => 'LDAP entry',
    'Name'                => $RT::LdapUidAttr,
    'EmailAddress'        => 'mail',
    'RealName'            => 'cn',
};
 
# SMB Authentication
$SMBExternalAuto = 1;
$SMBDeferToInternalAuth = 1;
@SmbDomains = (["domain1", "pdc1", "bdc1"],
               ["domain2", "pdc2", "bdc2"],
               ["domain3", "pdc3", "bdc3"]
              );
 
#
# The rest was the original config before adding support
# for LDAP.
 
 
On Mon, 18 Apr 2005, Michael Pelletier wrote:
 
> Does RT support AD?
 
http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz
 
----
Russell Mosemann, Ph.D. * Computing Services * Concordia University,
Nebraska
"In order for some things to succeed, you have to be able to fake
 sincerity." - a friend

 

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From Michael.Pelletier at pgicorp.net  Wed Apr 20 19:36:38 2005
From: Michael.Pelletier at pgicorp.net (Michael Pelletier)
Date: Wed, 20 Apr 2005 16:36:38 -0700
Subject: [rt-users] RE: LDAP (AD) supported?
Message-ID: 

Let me test it. This is a pre production box so I have used simple user
names (ie on RT my account is Michael in AD my account is
michael.pelletier) I will test it...give me a minute...

 

Michael

 

________________________________

From: Kevin Sonney [mailto:KevinSonney at zumiez.com] 
Sent: Wednesday, April 20, 2005 4:36 PM
To: Michael Pelletier; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RE: LDAP (AD) supported?

 

I just installed this also but RT is only authenticating users with LDAP
that already have RT user accounts.  I'm getting a Login Failed for
Active Directory users without an RT account. Are you seeing the same
behavior?

 

Thanks,

 

Kevin Sonney

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael
Pelletier
Sent: Wednesday, April 20, 2005 3:29 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RE: LDAP (AD) supported?

Hello,
 
I downloaded the LDAPSMB1.2_RT3 package and installed everything.
However, I am having problems connecting to AD...I keep getting "Logon
failed"
 
Here is my config...the config has been sanitized...
 
Set($HomeRefreshPeriod, "300");
Set($TicketsRefreshPeriod, "300");
@AuthOrder = ("LDAP", "Web", "Internal");
$LDAPExternalAuto = 1;
$LDAPDeferToInternalAuth = undef;
$LdapServer="servername.domain.com";    (Real name has been removed)
$LdapCert= "";
$LdapCertDir= "";               
$LdapUser="CN=my-account-name,OU=PGIC Users,DC=domain,DC=com";
$LdapPass="my-password";
 
# The following attributes specify where the search should start in
# the tree, the attributes to use and the filter to apply to the
# search.
 
$LdapBase="DC=domain,DC=com";  # search base
$LdapUidAttr="SAMAccountName";  # attribute for RT user name
$LdapFilter="(objectclass=*)";  # filter LDAP entries (e.g., only
people)
$LdapMap = {                    # map LDAP attributes to RT3
#    'RT user paramater'   => 'LDAP entry',
    'Name'                => $RT::LdapUidAttr,
    'EmailAddress'        => 'mail',
    'RealName'            => 'cn',
};
 
# SMB Authentication
$SMBExternalAuto = 1;
$SMBDeferToInternalAuth = 1;
@SmbDomains = (["domain1", "pdc1", "bdc1"],
               ["domain2", "pdc2", "bdc2"],
               ["domain3", "pdc3", "bdc3"]
              );
 
#
# The rest was the original config before adding support
# for LDAP.
 
 
On Mon, 18 Apr 2005, Michael Pelletier wrote:
 
> Does RT support AD?
 
http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz
 
----
Russell Mosemann, Ph.D. * Computing Services * Concordia University,
Nebraska
"In order for some things to succeed, you have to be able to fake
 sincerity." - a friend

 

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From Michael.Pelletier at pgicorp.net  Wed Apr 20 19:40:04 2005
From: Michael.Pelletier at pgicorp.net (Michael Pelletier)
Date: Wed, 20 Apr 2005 16:40:04 -0700
Subject: [rt-users] RE: LDAP (AD) supported?
Message-ID: 

YES....This is the same situation...

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael
Pelletier
Sent: Wednesday, April 20, 2005 4:37 PM
To: Kevin Sonney; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RE: LDAP (AD) supported?

 

Let me test it. This is a pre production box so I have used simple user
names (ie on RT my account is Michael in AD my account is
michael.pelletier) I will test it...give me a minute...

 

Michael

 

________________________________

From: Kevin Sonney [mailto:KevinSonney at zumiez.com] 
Sent: Wednesday, April 20, 2005 4:36 PM
To: Michael Pelletier; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RE: LDAP (AD) supported?

 

I just installed this also but RT is only authenticating users with LDAP
that already have RT user accounts.  I'm getting a Login Failed for
Active Directory users without an RT account. Are you seeing the same
behavior?

 

Thanks,

 

Kevin Sonney

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael
Pelletier
Sent: Wednesday, April 20, 2005 3:29 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RE: LDAP (AD) supported?

Hello,
 
I downloaded the LDAPSMB1.2_RT3 package and installed everything.
However, I am having problems connecting to AD...I keep getting "Logon
failed"
 
Here is my config...the config has been sanitized...
 
Set($HomeRefreshPeriod, "300");
Set($TicketsRefreshPeriod, "300");
@AuthOrder = ("LDAP", "Web", "Internal");
$LDAPExternalAuto = 1;
$LDAPDeferToInternalAuth = undef;
$LdapServer="servername.domain.com";    (Real name has been removed)
$LdapCert= "";
$LdapCertDir= "";               
$LdapUser="CN=my-account-name,OU=PGIC Users,DC=domain,DC=com";
$LdapPass="my-password";
 
# The following attributes specify where the search should start in
# the tree, the attributes to use and the filter to apply to the
# search.
 
$LdapBase="DC=domain,DC=com";  # search base
$LdapUidAttr="SAMAccountName";  # attribute for RT user name
$LdapFilter="(objectclass=*)";  # filter LDAP entries (e.g., only
people)
$LdapMap = {                    # map LDAP attributes to RT3
#    'RT user paramater'   => 'LDAP entry',
    'Name'                => $RT::LdapUidAttr,
    'EmailAddress'        => 'mail',
    'RealName'            => 'cn',
};
 
# SMB Authentication
$SMBExternalAuto = 1;
$SMBDeferToInternalAuth = 1;
@SmbDomains = (["domain1", "pdc1", "bdc1"],
               ["domain2", "pdc2", "bdc2"],
               ["domain3", "pdc3", "bdc3"]
              );
 
#
# The rest was the original config before adding support
# for LDAP.
 
 
On Mon, 18 Apr 2005, Michael Pelletier wrote:
 
> Does RT support AD?
 
http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz
 
----
Russell Mosemann, Ph.D. * Computing Services * Concordia University,
Nebraska
"In order for some things to succeed, you have to be able to fake
 sincerity." - a friend

 

-------------- next part --------------
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From baxter at networkinference.com  Wed Apr 20 20:52:24 2005
From: baxter at networkinference.com (Baxter Shepperson)
Date: Wed, 20 Apr 2005 17:52:24 -0700
Subject: [rt-users] Some users cannot create tickets others can
Message-ID: 

  now I think it maybe Apache 2.0 that is causing the problem.  Has anybody else run into this before?  Shall I downgrade to Apache 1.33?


-----Original Message-----
From:	rt-users-bounces at lists.bestpractical.com on behalf of Baxter Shepperson
Sent:	Wed 4/20/2005 3:17 PM
To:	rt-users at lists.bestpractical.com
Cc:	
Subject:	RE: [rt-users] Some users cannot create tickets others can

  Research shows me so far that this was a problem with perl that was resolved with perl version 5.8.3 which is what I'm running.  Could it still be a problem with apache 2.0?  Why would it affect only a few users?  What would be causing browser timeouts for some and not others?


-----Original Message-----
From:	rt-users-bounces at lists.bestpractical.com on behalf of Baxter Shepperson
Sent:	Wed 4/20/2005 3:10 PM
To:	rt-users at lists.bestpractical.com
Cc:	
Subject:	[rt-users] Some users cannot create tickets others can
  Using rt-3.0.10-3 Fedora Core 2.  RT is working brilliantly for some and others cannot create tickets.  Both IE and Firefox just time out or give an error message "queue cannot be created"  All user's permissions are the same.  One even has ALL permissions granted.  Cannot find any errors in mysql logs but I see this error "[Wed Apr 20 14:06:23 2005] [notice] child pid 3264 exit signal Segmentation fault (11)" in my httpd error log.

 I would sincerely appreciate ANY pointers as I feel I am very close and RT is working for me for the most part.


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

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.

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



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From cpwe at deakin.edu.au  Wed Apr 20 23:56:59 2005
From: cpwe at deakin.edu.au (Christopher Peter Welsh)
Date: Thu, 21 Apr 2005 13:56:59 +1000
Subject: [rt-users] Opmanager(adventnet) helpdesk vs RT
    
   
Message-ID: <200504210356.j3L3ux4d021333@l-hestia-1.its.deakin.edu.au>

Hi,    
   
A few weeks ago I emailed saying that my workmate had been looking at request   
tracker.   
   
Well it cost too much, we had about $5 - $7,000.   
   
Anyone got any dirt or good stories on the AdvertNet helpdesk system.   
   
http://manageengine.adventnet.com/    
   
   
I have spent a lot of time getting RT working with our school, so I do not   
want to shift. And yes he is showing it with all the bells and whistles   
   
   
Thanks 
   
    
Chris Welsh    
IS Honours Student    
(Faculty of Business & Law, Deakin University)    


From sam.snow at christianheritageschool.org  Thu Apr 21 00:21:35 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Wed, 20 Apr 2005 22:21:35 -0600 (MDT)
Subject: [rt-users] Some users cannot create tickets others can
In-Reply-To: 
References: 
Message-ID: <16945.192.136.16.3.1114057295.squirrel@aslan.christianheritageschool.org>


>
> -----Original Message-----
> From:	rt-users-bounces at lists.bestpractical.com on behalf of Baxter
> Shepperson
> Sent:	Wed 4/20/2005 3:10 PM
> To:	rt-users at lists.bestpractical.com
> Cc:
> Subject:	[rt-users] Some users cannot create tickets others can
>   Using rt-3.0.10-3 Fedora Core 2.  RT is working brilliantly for some and
> others cannot create tickets.  Both IE and Firefox just time out or give
> an error message "queue cannot be created"  All user's permissions are
> the same.  One even has ALL permissions granted.  Cannot find any errors
> in mysql logs but I see this error "[Wed Apr 20 14:06:23 2005] [notice]
> child pid 3264 exit signal Segmentation fault (11)" in my httpd error
> log.
>
>  I would sincerely appreciate ANY pointers as I feel I am very close and
> RT is working for me for the most part.
>
>
> -----Original Message-----
> From:	rt-users-bounces at lists.bestpractical.com on behalf of Baxter
> Shepperson
> Sent:	Wed 4/20/2005 3:17 PM
> To:	rt-users at lists.bestpractical.com
> Cc:
> Subject:	RE: [rt-users] Some users cannot create tickets others can
>
>   Research shows me so far that this was a problem with perl that was
> resolved with perl version 5.8.3 which is what I'm running.  Could it
> still be a problem with apache 2.0?  Why would it affect only a few
> users?  What would be causing browser timeouts for some and not others?
>
>
> Baxter Shepperson said:
>   now I think it maybe Apache 2.0 that is causing the problem.  Has
> anybody else run into this before?  Shall I downgrade to Apache 1.33?
>

As a point of reference, 3.4.1 is working fine for me with apache2, but I
am running it under fastcgi on a debian sarge box.

Sam



From wash at wananchi.com  Thu Apr 21 07:10:36 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Thu, 21 Apr 2005 14:10:36 +0300
Subject: [rt-users] Opmanager(adventnet) helpdesk vs RT
In-Reply-To: <200504210356.j3L3ux4d021333@l-hestia-1.its.deakin.edu.au>
References: <200504210356.j3L3ux4d021333@l-hestia-1.its.deakin.edu.au>
Message-ID: <20050421111036.GI23284@ns2.wananchi.com>

* Christopher Peter Welsh  [20050421 06:58]: wrote:
> Hi,    
>    
> A few weeks ago I emailed saying that my workmate had been looking at request   
> tracker.   
>    
> Well it cost too much, we had about $5 - $7,000.   
>    
> Anyone got any dirt or good stories on the AdvertNet helpdesk system.   
>    
> http://manageengine.adventnet.com/    
>    
>    
> I have spent a lot of time getting RT working with our school, so I do not   
> want to shift. And yes he is showing it with all the bells and whistles   

This is not the Apples Vs Oranges comparison? ;)



        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash _at_ wananchi _ dot _ com		. 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 mose at ns.cune.edu  Thu Apr 21 08:49:32 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 21 Apr 2005 07:49:32 -0500 (CDT)
Subject: [rt-users] RE: Recurring Permissions Errors w/ RT 3.4.0
In-Reply-To: <3AF76382C31760418AF0FBFD84F71403020D41FF@MI8NYCMAIL07.Mi8.com>
Message-ID: 

On Wed, 20 Apr 2005, Brian W. Spolarich wrote:

>   Again, these temp directories get created with wacky modes (0000 in
> this case).

What default permissions are set for processes on your system? Do you have
some other kind of security feature that might be interfering (ACLs and so
on)?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I guess we all have our burdens to share." - me



From bwspolarich at uscar.org  Thu Apr 21 08:52:03 2005
From: bwspolarich at uscar.org (Brian W. Spolarich)
Date: Thu, 21 Apr 2005 08:52:03 -0400
Subject: [rt-users] RE: Recurring Permissions Errors w/ RT 3.4.0
Message-ID: <3AF76382C31760418AF0FBFD84F71403020D451D@MI8NYCMAIL07.Mi8.com>

Russell Mosemann wrote:
> On Wed, 20 Apr 2005, Brian W. Spolarich wrote:
> 
>>   Again, these temp directories get created with wacky modes (0000 in
>> this case).
> 
> What default permissions are set for processes on your
> system? Do you have some other kind of security feature that
> might be interfering (ACLs and so on)?

  I'm running a fairly stock RHEL3.  What should I be looking at?

  -bws



From mose at ns.cune.edu  Thu Apr 21 09:03:07 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 21 Apr 2005 08:03:07 -0500 (CDT)
Subject: [rt-users] RE: LDAP (AD) supported?
In-Reply-To: 
Message-ID: 

On Wed, 20 Apr 2005, Michael Pelletier wrote:

> I downloaded the LDAPSMB1.2_RT3 package and installed everything.
> However, I am having problems connecting to AD...I keep getting "Logon
> failed"

Have you tried the parameters by hand to make sure that they work?

> $LdapServer="servername.domain.com";    (Real name has been removed)
> $LdapUser="CN=my-account-name,OU=PGIC Users,DC=domain,DC=com";
> $LdapPass="my-password";
> $LdapBase="DC=domain,DC=com";  # search base
> $LdapUidAttr="SAMAccountName";  # attribute for RT user name
> $LdapFilter="(objectclass=*)";  # filter LDAP entries (e.g., only

ldapsearch -D "CN=my-account-name,OU=PGIC Users,DC=domain,DC=com" -w my-password -b "DC=domain,DC=com" "(&(objectclass=*)(SAMAccountName=some-username)"

> $LdapMap = {                    # map LDAP attributes to RT3
> #    'RT user paramater'   => 'LDAP entry',
>     'Name'                => $RT::LdapUidAttr,
>     'EmailAddress'        => 'mail',
>     'RealName'            => 'cn',
> };

The LDAP fields mail and cn exist?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Spit happens" - seen on a bib



From mose at ns.cune.edu  Thu Apr 21 09:07:00 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 21 Apr 2005 08:07:00 -0500 (CDT)
Subject: [rt-users] Some users cannot create tickets others can
In-Reply-To: 
Message-ID: 

On Wed, 20 Apr 2005, Baxter Shepperson wrote:

>   now I think it maybe Apache 2.0 that is causing the problem.  Has anybody else run into this before?  Shall I downgrade to Apache 1.33?

We are running Apache 2.0.53, mod_perl 2.0-RC4, mySQL 4.1.9 and perl 5.8.4
on Debian Sarge 3.1 without any problems.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Will play video games for food."



From mose at ns.cune.edu  Thu Apr 21 09:09:02 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 21 Apr 2005 08:09:02 -0500 (CDT)
Subject: [rt-users] RE: Recurring Permissions Errors w/ RT 3.4.0
In-Reply-To: <3AF76382C31760418AF0FBFD84F71403020D451D@MI8NYCMAIL07.Mi8.com>
Message-ID: 

On Thu, 21 Apr 2005, Brian W. Spolarich wrote:

> Russell Mosemann wrote:
> > 
> > What default permissions are set for processes on your
> > system? Do you have some other kind of security feature that
> > might be interfering (ACLs and so on)?
> 
>   I'm running a fairly stock RHEL3.  What should I be looking at?

We are running Debian Sarge. I have seen multiple posts to this list about
turning off SELINUX on RedHat, but I'm not the person to ask about that.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If you had to read this, then you are not a member of the American
 Association of Professional Psychics."



From mose at ns.cune.edu  Thu Apr 21 09:10:42 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 21 Apr 2005 08:10:42 -0500 (CDT)
Subject: [rt-users] RE: LDAP (AD) supported?
In-Reply-To: 
Message-ID: 

On Thu, 21 Apr 2005, Russell Mosemann wrote:

> ldapsearch -D "CN=my-account-name,OU=PGIC Users,DC=domain,DC=com" -w my-password -b "DC=domain,DC=com" "(&(objectclass=*)(SAMAccountName=some-username)"

Ugh. Missing a closing ).

ldapsearch -D "CN=my-account-name,OU=PGIC Users,DC=domain,DC=com" -w my-password -b "DC=domain,DC=com" "(&(objectclass=*)(SAMAccountName=some-username))"

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Does a psychic's phone ever ring?"



From jra at baylink.com  Thu Apr 21 10:40:35 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 21 Apr 2005 10:40:35 -0400
Subject: [rt-users] Ticket metadata: Display closed - when opening /
	showing a ticket ...
In-Reply-To: <20050420T162028Z_B1B3000E0000@tekvoice.com>;
	from "Manfred Koroschetz (mkoroschetz@tekvoice.com)"
	 on Wed, Apr 20, 2005 at 04:20:28PM
	-0400
References: <20050420T162028Z_B1B3000E0000@tekvoice.com>
Message-ID: <20050421104035.C20070@cgi.jachomes.com>

On Wed, Apr 20, 2005 at 04:20:28PM -0400, Manfred Koroschetz (mkoroschetz at tekvoice.com) wrote:
> We would like to show the "ticket metadata" as a closed bar, when
> agents enter to see details on a ticket. We recognize that the
> information available as metadata is very useful and important, but at
> first the agents want to get a good look at the history, and screen
> real-estate is always at a premium.
>
> From what I have seen that should be easy to tweak with an overlay
> but I'd rather ask for advice first, before messing something up.

I was wanting that, too, but hadn't gotten far enough yet.

Seems to me that should get done in the HTML, using (the) divs around
the body of the history entry, and a widget in each header that toggles
the "display" property (possibly also with one at the top that globally
hides or unhides).  Javascript, with a loop.

I suspect that's a sufficiently useful modification that it would be
better to do it as a patch, but I Am Not An RT Expert.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From jra at baylink.com  Thu Apr 21 10:47:02 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 21 Apr 2005 10:47:02 -0400
Subject: [rt-users] Opmanager(adventnet) helpdesk vs RT
In-Reply-To: <200504210356.j3L3ux4d021333@l-hestia-1.its.deakin.edu.au>;
	from Christopher Peter Welsh  on Thu, Apr 21,
	2005 at 01:56:59PM +1000
References: <200504210356.j3L3ux4d021333@l-hestia-1.its.deakin.edu.au>
Message-ID: <20050421104702.D20070@cgi.jachomes.com>

On Thu, Apr 21, 2005 at 01:56:59PM +1000, Christopher Peter Welsh wrote:
> A few weeks ago I emailed saying that my workmate had been looking at request   
> tracker.   
>    
> Well it cost too much, we had about $5 - $7,000.   

Wow.  RT costs $7K?

Jesse, you lucky dog.  :-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From rainer at ultra-secure.de  Thu Apr 21 12:22:33 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Thu, 21 Apr 2005 18:22:33 +0200
Subject: [rt-users] Opmanager(adventnet) helpdesk vs RT
In-Reply-To: <20050421104702.D20070@cgi.jachomes.com>
References: <200504210356.j3L3ux4d021333@l-hestia-1.its.deakin.edu.au>
	<20050421104702.D20070@cgi.jachomes.com>
Message-ID: <4267D349.9080904@ultra-secure.de>

Jay R. Ashworth wrote:

>On Thu, Apr 21, 2005 at 01:56:59PM +1000, Christopher Peter Welsh wrote:
>  
>
>>A few weeks ago I emailed saying that my workmate had been looking at request   
>>tracker.   
>>   
>>Well it cost too much, we had about $5 - $7,000.   
>>    
>>
>
>Wow.  RT costs $7K?
>
>Jesse, you lucky dog.  :-)
>  
>

I think "basic support" is 7k, see bestpractical's price-list.
But I don't think you can compare that.

His coworker  is obviously afraid of OpenSource ;-)


cheers,
Rainer



From Michael.Pelletier at pgicorp.net  Thu Apr 21 13:07:48 2005
From: Michael.Pelletier at pgicorp.net (Michael Pelletier)
Date: Thu, 21 Apr 2005 10:07:48 -0700
Subject: [rt-users] RE: LDAP (AD) supported?
Message-ID: 

It was a bad cut-n-paste job...

-----Original Message-----
From: Russell Mosemann [mailto:mose at ns.cune.edu] 
Sent: Thursday, April 21, 2005 6:11 AM
To: Michael Pelletier
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RE: LDAP (AD) supported?

On Thu, 21 Apr 2005, Russell Mosemann wrote:

> ldapsearch -D "CN=my-account-name,OU=PGIC Users,DC=domain,DC=com" -w
my-password -b "DC=domain,DC=com"
"(&(objectclass=*)(SAMAccountName=some-username)"

Ugh. Missing a closing ).

ldapsearch -D "CN=my-account-name,OU=PGIC Users,DC=domain,DC=com" -w
my-password -b "DC=domain,DC=com"
"(&(objectclass=*)(SAMAccountName=some-username))"

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University,
Nebraska
"Does a psychic's phone ever ring?"



From hlepesant at veepee.com  Thu Apr 21 13:32:03 2005
From: hlepesant at veepee.com (Hugues Lepesant)
Date: Thu, 21 Apr 2005 19:32:03 +0200
Subject: [rt-users] Impossible to create a new ticket with attachement
	as unprivileged user ???!!
In-Reply-To: <20050419141637.GW22996@bestpractical.com>
References: <426058F6.5060303@veepee.com> <4264E8BE.8010100@veepee.com>
	<20050419141637.GW22996@bestpractical.com>
Message-ID: <4267E393.1090507@veepee.com>

Hi Jesse,

I've upgraded to 3.4.2rc1.
The ticket creation with attachement is ok now.
But I had some errors using RT.
For example when a unprivileged user want to create a ticket often some
information are lost, the Queue's id is in the URI but name of the queue
is not showned "Queue:   ()" and I must force the reload of the page by
my browser to have it. And after the creation of a ticket failled.

And I have a error when I want to see it.
And the error in the log is

WebRT: Couldn't load ticket '' ()
/opt/WebSites/rt/share/html/SelfService/Error.html:67)


Fortunately I upgraded on the development server :))

In any event thanks for your help.
I would have patience until relase of 3.4.2 ;)

Hugues Lepesant


Jesse Vincent a ?crit :
> 
> 
> On Tue, Apr 19, 2005 at 01:17:18PM +0200, Hugues Lepesant wrote:
> 
>>Hi all,
>>
>>
>>I still have this problem.
>>And I don't know how to resolve it.
> 
> 
> Try RT 3.4.2rc1?
> 
> 



From Millard.Matt at principal.com  Thu Apr 21 14:13:53 2005
From: Millard.Matt at principal.com (Millard, Matt)
Date: Thu, 21 Apr 2005 13:13:53 -0500
Subject: [rt-users] Adding History to Jumbo
Message-ID: <6201DF063335254BA0D6AA7053D101170A62A3BB@pfgdsmmbx006.principalusa.corp.principal.com>

I'd like to add the ticket history to the bottom of the Jumbo screen.  Any suggestions as to what I need to add.  I've tried to copy code out of Display.html or History.html, but it just barfs when I add it in.  Thanks!

Matt


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From rbellamy at crockernsi.com  Thu Apr 21 14:04:40 2005
From: rbellamy at crockernsi.com (G. Richard Bellamy)
Date: Thu, 21 Apr 2005 11:04:40 -0700
Subject: [rt-users] AdminCc Watchers not getting email. Possible bug.
Message-ID: <3156B11B2D31464191FEF2878DED6FE8088D98@DCXCH1-MS.corp.local>

Forgive me if this has been mentioned before - I've looked through the
archive, and the wiki, and I haven't found it mentioned (which of course
may be a measure of my lack of attention to detail, not a measure of
it's lack of mention). Let me know if I should send this off to the dev
list.

Thanks in advance for any help.

- Richard

<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
PROBLEM:
AdminCc Watchers not receiving email.

NOTE [2]:
Tickets which do not follow this scenario have AdminCc Watcher email
sent correctly.

SCENARIO [1]:
1. Ticket is created in Queue A. No AdminCc watchers on this queue.
2. Ticket is moved to Queue B. Admin Cc watchers DO exist on this queue.
3. Ticket is resolved in Queue B. At the bottom of the resolution
transaction screen it shows:

On Comment Notify AdminCcs as Comment with template Admin Comment 

Bcc:  admincc1 at domain.com 
Bcc:  admincc2 at crockernsi.com

4. On "Update" ticket, neither of those watchers has email sent.

[1]
SYSLOG OF BAD TRANSACTION:
=================================================================
Apr 21 10:51:14 rtbox RT: RT::Date used date::parse to make 2005-04-28
17:51:01 1114735861
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2626
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2627
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2628
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2629
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2630
Apr 21 10:51:14 rtbox RT: About to prepare scrips for transaction #2630
Apr 21 10:51:14 rtbox RT: Found 3 scrips
Apr 21 10:51:15 rtbox RT: About to commit scrips for transaction #2630
Apr 21 10:51:15 rtbox RT:
 #188/2630 - Scrip 2
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:15 rtbox RT: About to think about scrips for transaction
#2631
Apr 21 10:51:15 rtbox RT:
 sent To:
rbellamy at crockernsi.com Cc:  Bcc:
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:51:15 rtbox RT:
 #188/2630 - Scrip 3
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:15 rtbox RT:
 No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
Apr 21 10:51:15 rtbox RT: Ticket 188 created in queue '1 - Sales' by
rbellamy (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)
Apr 21 10:51:19 rtbox RT: Queue->CustomFields is deprecated, use
Queue->TicketCustomFields instead at
/usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507.
(/usr/share/request-tracker3.4/lib/RT.pm:277)
Apr 21 10:51:26 rtbox RT: Queue->CustomFields is deprecated, use
Queue->TicketCustomFields instead at
/usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507.
(/usr/share/request-tracker3.4/lib/RT.pm:277)
Apr 21 10:51:27 rtbox RT: About to think about scrips for transaction
#2632
Apr 21 10:51:27 rtbox RT: About to prepare scrips for transaction #2632
Apr 21 10:51:27 rtbox RT: Found 2 scrips
Apr 21 10:51:27 rtbox RT: About to commit scrips for transaction #2632
Apr 21 10:51:35 rtbox RT: About to think about scrips for transaction
#2633
Apr 21 10:51:35 rtbox RT: About to prepare scrips for transaction #2633
Apr 21 10:51:35 rtbox RT: Found 4 scrips
Apr 21 10:51:42 rtbox RT: About to think about scrips for transaction
#2634
Apr 21 10:51:42 rtbox RT: About to prepare scrips for transaction #2634
Apr 21 10:51:42 rtbox RT: Found 3 scrips
Apr 21 10:51:42 rtbox RT: About to commit scrips for transaction #2634
Apr 21 10:51:42 rtbox RT:
 #188/2634 - Scrip 9
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:42 rtbox RT:
 No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
=================================================================


[2]
SYSLOG OF GOOD TRANSACTION:
=================================================================
Apr 21 10:56:46 rtbox RT: RT::Date used date::parse to make 2005-04-23
17:56:30 1114304190
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2635
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2636
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2637
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2638
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2639
Apr 21 10:56:47 rtbox RT: About to prepare scrips for transaction #2639
Apr 21 10:56:47 rtbox RT: Found 5 scrips
Apr 21 10:56:48 rtbox RT: About to commit scrips for transaction #2639
Apr 21 10:56:48 rtbox RT:
 #189/2639 - Scrip 2
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT: About to think about scrips for transaction
#2640
Apr 21 10:56:49 rtbox RT:
 sent To:
requestor at domain.com Cc:  Bcc:
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:56:49 rtbox RT:
 #189/2639 - Scrip 3
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT: About to think about scrips for transaction
#2641
Apr 21 10:56:49 rtbox RT:
 sent To:  Cc:  Bcc:
admincc1 at domain.com, admincc2 at domain.com
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:56:49 rtbox RT:
 #189/2639 - Scrip 15
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT:
 No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
Apr 21 10:56:49 rtbox RT: Ticket 189 created in queue '0 - Support' by
requestor (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)
Apr 21 10:56:54 rtbox RT: About to think about scrips for transaction
#2642
Apr 21 10:56:54 rtbox RT: About to prepare scrips for transaction #2642
Apr 21 10:56:54 rtbox RT: Found 4 scrips
Apr 21 10:56:59 rtbox RT: About to think about scrips for transaction
#2643
Apr 21 10:56:59 rtbox RT: About to prepare scrips for transaction #2643
Apr 21 10:56:59 rtbox RT: Found 3 scrips
Apr 21 10:56:59 rtbox RT: About to commit scrips for transaction #2643
Apr 21 10:56:59 rtbox RT:
 #189/2643 - Scrip 9
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:59 rtbox RT:
 No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
=================================================================


From troy at ece.utk.edu  Thu Apr 21 13:59:51 2005
From: troy at ece.utk.edu (Neil Troy)
Date: Thu, 21 Apr 2005 13:59:51 -0400
Subject: [rt-users] RT Hangs when removing users from group
In-Reply-To: <20050411081300.23D015DF4@hawk.qballtech.net>
References: <20050411081300.23D015DF4@hawk.qballtech.net>
Message-ID: <4267EA17.9090707@ece.utk.edu>

I have noticed that at our site we have the same problem; being unable
to remove users from groups.  We are upgrading from 3.0.4pre1 to
3.4.2rc1.  We have seen this error when we tried 3.4.1 too.


Old Installation Info:

Linux version 2.4.20-8, Red Hat Linux release 9 (Shrike)
Mysql: Ver 4.0.12 for pc-linux on i686
Apache v2.0.47
DBIx::SearchBuilder v0.92
RT-Version: 3.0.4pre1

New Installation Info:

Linux version 2.6.3, Debian Sarge
Mysql:  Ver 4.0.22_Debian-6-log for pc-linux on i386 (Source distribution)
Apache v1.3.33
DBIx::SearchBuilder v1.26
Rt-Version: 3.4.2rc1

Here is a brief overview of how I upgraded from RT 3.0.4

On the new host, install RT 3.4.2rc1 following the instructions from the
wiki: download source, make fixdeps, etc... Then I drop the rt3 database
on the new host.  I create a backup of the rt3 database from our old
host using the following command:
mysqldump -u root -p --opt -B rt3 > rt3.sql

I then import this on the new host, and run the database upgrade scripts
in rt/etc/upgrade for 3.1.0 through 3.3.11.  Copy over RT_SiteConfig.pm,
add our needed .htaccess files and start apache.  RT works great, except
that we can no longer remove users from groups.  I can create new
groups, and it works fine.


Here are some log entries from our new host:

/var/log/syslog

Apr 21 12:25:32 data RT: Deep recursion on subroutine "RT::ACE::_Value"
at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record.pm line 425. 
(/usr/local/rt3/lib/RT.pm:277)


/var/log/mysql/mysql.log

The query on the last line is repeated over and over until apache is
stopped.

58 Query       SELECT  * FROM Users WHERE id = '1'
58 Query       SELECT  * FROM Principals WHERE PrincipalType = 'User'
AND ObjectId = '1'
58 Query       SELECT ACL.id from ACL, Groups, Principals,
CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR  ACL.RightName
= 'ShowACL') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled
= 0  AND Principals.id = Groups.id AND  Principals.id =
CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1' AND (
ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::System' AND
ACL.ObjectId = '1')) AND ( (
ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND
(Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR
Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )  LIMIT 1
58 Query       SELECT  * FROM CachedGroupMembers WHERE Disabled = '0'
AND GroupId = '24' AND MemberId = '1'
58 Query       SELECT  * FROM CachedGroupMembers WHERE Disabled = '0'
AND GroupId = '24' AND MemberId = '1'



I also noticed while looking at the tables that in the groups table the
new groups had a 0 in the 'Instance' column, where as all the old groups
didn't. This may not be relevant.

+-------+-------------+-----------------------------------------+-------------+------+----------+
| id    | Name        | Description        |Domain      | Type |Instance   |
+-------+-------------+-----------------------------------------+-------------+------+----------+
|    24 | ECE-ITS_old | ECE IT Support   | UserDefined |      |       |
| 22360 | ECE-ITS     | NULL            | UserDefined |      | 0      |
| 22361 | Public      | NULL            |UserDefined |      | 0        |
+-------+-------------+-----------------------------------------+-------------+------+----------+





Yoav Daniely wrote:

>Greetings,
> 
>I have an RT installation version 3.4.1 that has been upgraded from rt
>3.0.10.
>I followed the upgrade path as documents and everything seemed fine until I
>had to remove a user from a group.
>When I remove the users httpd hangs on 80% CPU and I cannot access rt unless
>I restart apache.
>I enabled logging on mysql and I get the following line when removing the
>user (in an endless loop)
> 
> 6 Query       SELECT  * FROM CachedGroupMembers WHERE MemberId = '1' AND
>GroupId = '36' AND Disabled = '0'
>
>When I run this query by hang I get an empty set.
> 
>other logs are empty.
>Any Ideas? 
> 
>Regards,
>    
>            Yoav Daniely.
> 
>
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>



From mrz at intelenet.net  Thu Apr 21 16:51:11 2005
From: mrz at intelenet.net (matthew zeier)
Date: Thu, 21 Apr 2005 13:51:11 -0700
Subject: [rt-users] changing Priority from script
Message-ID: <023101c546b3$da018470$88180a0a@MRZTP>


I have the following code snippet from an exteral program.  It queries all 
tickets in a particular queue and changes priority and owner if it hasn't 
been touched in an hour.

Do I have the syntax for setting a new owner correct?  What's the way to 
change priority?

# Get hold of new and open tickets only
my $tickets = new RT::Tickets($RT::SystemUser);
$tickets->LimitStatus(VALUE => 'new');
$tickets->LimitQueue(VALUE => $queue->Id);
$tickets->LimitPriority(OPERATOR => '<', VALUE => "10");

# Process each ticket
while (my $ticket = $tickets->Next) {

  if ((time()-$ticket->LastUpdatedObj->Unix)/3600  >= $idleTime) {

   $ticket->SetOwner($ownerNames[$newOwner]);

   # change priority?
   # $ticket->SetPriority($newPri);


  }

}



From wolfy at enternet.hu  Thu Apr 21 17:49:54 2005
From: wolfy at enternet.hu (Lorand Farkas)
Date: Thu, 21 Apr 2005 23:49:54 +0200
Subject: [rt-users] Problem with approvals queue
Message-ID: <20050421214959.7F69D4D80A7@diesel.bestpractical.com>

Dear All,

 

I'm using RT 3.4.x installed on Fedora. I'm trying to set up the approval
part since a few days and still have one problem.

I set up two queues: "Approval-Requests" and "Approvals". The tickets which
need approval will be created in the "Approval-Request".

I have one template and one scrip for the "Approval Request" queue as
following:

 

The template:

 

===Create-Ticket: apprreq
Subject: Approval needed for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Approvals <-- this is the queue where I'm expecting to see the
approval ticket
Type: approval
Owner: username-of-owner   #note this is so that notifications work properly
Content: Someone has created a ticket which needs approval. Please review
and approve it, so it can be resolved.
ENDOFCONTENT
 

The scrip:

 
Description: Create approval
Condition: On Create
Action: Create Tickets
Template: Create Approval
Stage: TransactionCreate
 
After this, I copied all the templates and scrips from the built-in
"___Approval" queue to my "Approvals" queue after which I have done one
modification to the "When an approval ticket is created" scrip by changing
the condition from "User defined" to "On create" (the built-in "___Approval"
queue is disabled).
 
(More detailed description of this process can be found at
http://wiki.bestpractical.com/index.cgi?ApprovalCreation)
 
When I create a ticket in the "Approval-Requests" queue, another ticket is
created, an approval ticket which should be accessible from my "Approvals"
queue. The problem is that it is not. :-( You can access this approval
ticket in the following ways:
 
1.       by clicking on the left menu named "Approvals" and looking for the
pending approvals
2.       by clicking on the ticket which needs the approval (which is
present in the "Approval-Request" queue) and by following the link at the
"Depends on" section
3.       by clicking on the link which goes trough an e-mail to the
approvers
 
Even if I change the queue manually buy editing this approval ticket, it
won't be displayed in any of my queues (which could be still normal because
"approval" - type of tickets are not like normal tickets). Still, I would
like to see these in my "Approvals" queue.
 
Anyone could tell me a solution for this problem?
 
Thanks,
 
/Lorand. 
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From baxter at networkinference.com  Thu Apr 21 18:51:39 2005
From: baxter at networkinference.com (Baxter Shepperson)
Date: Thu, 21 Apr 2005 15:51:39 -0700
Subject: [rt-users] Some users cannot create tickets others can
Message-ID: 

For some reason using Firefox and clicking Create Ticket repeatedly and
very quickly will work about 75% of the time.  Seems like a performance
issue.  IE doesn't work at all really.  Any ideas?  Anyone else run into
this?

-----Original Message-----
From: Sam Snow [mailto:sam.snow at christianheritageschool.org] 
Sent: Wednesday, April 20, 2005 9:22 PM
To: Baxter Shepperson
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Some users cannot create tickets others can


>
> -----Original Message-----
> From:	rt-users-bounces at lists.bestpractical.com on behalf of Baxter
> Shepperson
> Sent:	Wed 4/20/2005 3:10 PM
> To:	rt-users at lists.bestpractical.com
> Cc:
> Subject:	[rt-users] Some users cannot create tickets others can
>   Using rt-3.0.10-3 Fedora Core 2.  RT is working brilliantly for some
and
> others cannot create tickets.  Both IE and Firefox just time out or
give
> an error message "queue cannot be created"  All user's permissions are
> the same.  One even has ALL permissions granted.  Cannot find any
errors
> in mysql logs but I see this error "[Wed Apr 20 14:06:23 2005]
[notice]
> child pid 3264 exit signal Segmentation fault (11)" in my httpd error
> log.
>
>  I would sincerely appreciate ANY pointers as I feel I am very close
and
> RT is working for me for the most part.
>
>
> -----Original Message-----
> From:	rt-users-bounces at lists.bestpractical.com on behalf of Baxter
> Shepperson
> Sent:	Wed 4/20/2005 3:17 PM
> To:	rt-users at lists.bestpractical.com
> Cc:
> Subject:	RE: [rt-users] Some users cannot create tickets others
can
>
>   Research shows me so far that this was a problem with perl that was
> resolved with perl version 5.8.3 which is what I'm running.  Could it
> still be a problem with apache 2.0?  Why would it affect only a few
> users?  What would be causing browser timeouts for some and not
others?
>
>
> Baxter Shepperson said:
>   now I think it maybe Apache 2.0 that is causing the problem.  Has
> anybody else run into this before?  Shall I downgrade to Apache 1.33?
>

As a point of reference, 3.4.1 is working fine for me with apache2, but
I
am running it under fastcgi on a debian sarge box.

Sam




From jra at baylink.com  Thu Apr 21 19:56:09 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 21 Apr 2005 19:56:09 -0400
Subject: [rt-users] Opmanager(adventnet) helpdesk vs RT
In-Reply-To: <4267D349.9080904@ultra-secure.de>;
	from Rainer Duffner  on Thu, Apr 21, 2005
	at 06:22:33PM +0200
References: <200504210356.j3L3ux4d021333@l-hestia-1.its.deakin.edu.au>
	<20050421104702.D20070@cgi.jachomes.com>
	<4267D349.9080904@ultra-secure.de>
Message-ID: <20050421195609.D4841@cgi.jachomes.com>

On Thu, Apr 21, 2005 at 06:22:33PM +0200, Rainer Duffner wrote:
> Jay R. Ashworth wrote:
> >On Thu, Apr 21, 2005 at 01:56:59PM +1000, Christopher Peter Welsh wrote:
> >>A few weeks ago I emailed saying that my workmate had been looking at request   
> >>tracker.   
> >>Well it cost too much, we had about $5 - $7,000.   
> >
> >Wow.  RT costs $7K?
> >Jesse, you lucky dog.  :-)
> 
> I think "basic support" is 7k, see bestpractical's price-list.

Ah, of course.  Wasn't even thinking about it that way.

> But I don't think you can compare that.

Nope.

> His coworker  is obviously afraid of OpenSource ;-)

And Jesse and the crew here are, IMHO, quite a bit easier to get along
with than the folks at the equally cool Plain Black Software, who
created the really nifty WebGUI.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From srehrlich at gmail.com  Thu Apr 21 22:00:47 2005
From: srehrlich at gmail.com (Scott Ehrlich)
Date: Thu, 21 Apr 2005 22:00:47 -0400
Subject: [rt-users] Help with webrt for Windows
Message-ID: 

I successfully installed the Windows version on XP Pro running Service
Pack 2.    WebRT's root user logs in fine and can do anything.   But
when I created a couple accounts with full rights (both permission
boxes checked), then logged in as either of those other accounts, I
get permission errors when trying to do anything, like create a ticket
or to-do,  etc.    Queues are not listed next to the New (or is it
Create?)  Ticket button under the newly created accounts, but they
work fine under root.

I have restarted the Request Ticket/Apache2 service and rebooted.  
Still no luck.

What am I missing?

Thanks.

Scott


From rickr at rice.edu  Thu Apr 21 23:48:38 2005
From: rickr at rice.edu (Rick Russell)
Date: Thu, 21 Apr 2005 22:48:38 -0500
Subject: [rt-users] Customer Survey
In-Reply-To: <96F0E119BD197342A5A1FE07D1DD41E260379B@mercury.iesi.prv>
References: <96F0E119BD197342A5A1FE07D1DD41E260379B@mercury.iesi.prv>
Message-ID: <42687416.7050807@rice.edu>



Peter Barton wrote:
> Is there an addon/contrib program that can be set up to periodically
> send out a customer survey to the requestor of a ticket?  

Our "resolve" template includes a link to a survey, although the survey is 
maintained outside of RT.

Rick R.


From mikef at ack.Berkeley.EDU  Thu Apr 21 23:49:43 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Thu, 21 Apr 2005 20:49:43 -0700 (PDT)
Subject: [rt-users] RT2 -> RT3 Questions
Message-ID: 

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm sure this has been discussed here recently, but I can't seem to find
the references.  I have two related questions:

I've just done a fresh install of RT 3.4.1 on a new system. We're
currently running 2.0.15 in production on another box.  The latter is
using mysql, the new RT is using postgres.

We're not necessarily interested in importing our tickets from the old to
the new RT.  But because we do have a ticket history that affects our
dealings with users, we'd like not to use ticket numbers in the new system
that may have been used in the old.  So, my first question is this:  can I
set up the new RT so that ticketing will begin with a number greater than
1, e.g., 40000?

Right now, I have nothing much in the new database, so if I have to do
something like a dropdb and initdb, that's OK. But I would like to know if
that can be done without messing up my already-completed install.

My related question is this:  I've seen reference in recent postings to
rt2-rt3 conversion tools, but I don't know where to find them. Perhaps I
won't really need them, but I'm still interested in case we decide to
import our old tickets after all.

Thanks.

Mike

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

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From sam.snow at christianheritageschool.org  Fri Apr 22 01:23:59 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Thu, 21 Apr 2005 23:23:59 -0600 (MDT)
Subject: [rt-users] wiki.bestpractical.com spam problem
Message-ID: <64978.192.136.16.3.1114147439.squirrel@aslan.christianheritageschool.org>

Is there any way to further reduce the amount of spam that is ending up in
the wiki? If you take a look at the recent changes page, every change that
has my name on it (besides 1) was removing wiki spam by reverting back to
the unspammed version. See
http://wiki.bestpractical.com/index.cgi?action=recent_changes .

Just tonight I reverted back 12 pages. Is there anything that can be done?

Thanks,
Sam



From Joerg.Steinigans-Hillemann at keymile.com  Fri Apr 22 02:39:41 2005
From: Joerg.Steinigans-Hillemann at keymile.com (Steinigans-Hillemann, Joerg)
Date: Fri, 22 Apr 2005 08:39:41 +0200
Subject: [rt-users] Export RT data to CSV file
Message-ID: <5AA4606D79EDBB4BB6419DF0DC3B155401208BA3@srvdehan1003.de.keymile.net>

Hello all,
 
Sorry for this newbie question:
How is it possible to export data from the Request Tracker into a CSV file? I haven't found anything about this in the documentation...
 
Best regards,
Joerg
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From hallstein.lohne at ii.uib.no  Fri Apr 22 03:52:15 2005
From: hallstein.lohne at ii.uib.no (Hallstein Lohne)
Date: Fri, 22 Apr 2005 09:52:15 +0200
Subject: [rt-users] Annoying refresh problem
Message-ID: <4268AD2F.6040901@ii.uib.no>

When I create a case in RT, it's pretty annoying that I cannot refresh 
the case anywhere. And if I do refresh, the browser tell me that it 
contains POSTDATA, thus I would resend the data when I click refresh in 
my browser.
The problem could be fixed with one of these solutions:
  1. Better form post-programming, e.g. using a separate re-direct page 
like most known forums do nowadays
  2. A button to press for refreshing a page (typically on Create.html, 
or Update.html)


From mcdent at gmail.com  Fri Apr 22 05:57:59 2005
From: mcdent at gmail.com (Mike Dent)
Date: Fri, 22 Apr 2005 10:57:59 +0100
Subject: [rt-users] RT integration with Asterisk open source PBX ?
Message-ID: <9e769e4e050422025731a8055b@mail.gmail.com>

Hi,
I'm currently using Asterisk PBX and RT 3.4.1. 
I'd like to have the ability for tickets to be created from voicemail
messages left through
Asterisk.
I'd also like the ability for callers to be able to query a RT ticket
via a phone call to
asterisk.

I have tried the Asterisk AGI from this page:

http://megaglobal.net/docs/asterisk/html/rtasterisk.html

but it seems that the rt-soap-server.pl does not work with the version
of RT I am using, 3.4.1 .
As a result the interface between RT and asterisk does not work.

Has anybody got something like this working? Is there a likely fix for
the rt-soap-server.pl which
will make it work with 3.4.1 ?

Here's hoping!!

Thanks

Mike
p.s. I've posted similar messages to the asterisk community but so far
drawn a blank.
Asterisk site is www.asterisk.org


From sc2 at gmx.at  Fri Apr 22 06:19:16 2005
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Fri, 22 Apr 2005 12:19:16 +0200
Subject: [rt-users] from
Message-ID: <000c01c54724$bd60ce40$6bda6c50@b>

hello
wow ..1 day delay on subscrib ;-)

b.) how i can set , what are in the "From" field ?
Like in Template Subject: sss
From: doesnt works, it comes every time @domain.com
Like From: me then is it from at domain.com automatic.
Is there a way howto set the From field in a Template?

c.) Since 3.4.x the "rtname" doesnt works anymore for me. In 3.2.2 fine in 
3.4.x not, its only on reply mails "viaRT" not more.
thx bye 
richard



From seph at directionless.org  Fri Apr 22 07:04:23 2005
From: seph at directionless.org (seph)
Date: Fri, 22 Apr 2005 07:04:23 -0400
Subject: [rt-users] Re: Export RT data to CSV file
In-Reply-To: <5AA4606D79EDBB4BB6419DF0DC3B155401208BA3@srvdehan1003.de.keymile.net>
	(Joerg
	Steinigans-Hillemann's message of "Fri, 22 Apr 2005 08:39:41 +0200")
References: <5AA4606D79EDBB4BB6419DF0DC3B155401208BA3@srvdehan1003.de.keymile.net>
Message-ID: 

> How is it possible to export data from the Request Tracker into a
> CSV file? I haven't found anything about this in the
> documentation...

At the bottom of every ticket list (search results, etc) there's a
spreadsheet link, which generates a tab delimited file.

seph


From Joerg.Steinigans-Hillemann at keymile.com  Fri Apr 22 07:52:46 2005
From: Joerg.Steinigans-Hillemann at keymile.com (Steinigans-Hillemann, Joerg)
Date: Fri, 22 Apr 2005 13:52:46 +0200
Subject: [rt-users] RE: Export RT data to CSV file
Message-ID: <5AA4606D79EDBB4BB6419DF0DC3B155401208BA7@srvdehan1003.de.keymile.net>

We use RT 3.0.11. I cannot see such a link...

Joerg

-----Original Message-----
From: seph [mailto:seph at directionless.org]
Sent: Friday, April 22, 2005 1:04 PM
To: Steinigans-Hillemann, Joerg
Cc: rt-users at lists.bestpractical.com
Subject: Re: Export RT data to CSV file


> How is it possible to export data from the Request Tracker into a
> CSV file? I haven't found anything about this in the
> documentation...

At the bottom of every ticket list (search results, etc) there's a
spreadsheet link, which generates a tab delimited file.

seph


From CBY at Teleplan.no  Fri Apr 22 08:33:43 2005
From: CBY at Teleplan.no (Bech-Yagher, Cirstyn)
Date: Fri, 22 Apr 2005 14:33:43 +0200
Subject: [rt-users] RT communicate with other databases ? 
Message-ID: <43B4767C3C0A4541960B1AD2AC0604E492ED53@TPN-MAIL.Teleplan.no>

Hi, 

I was wondering about the following: 
At work I am setting up software development QA routines, including
customer support, for which I want to use RT. 
The RT box is in the company DMZ - our bugtracker, Bugzilla, is located
on the intranet. 

We want our clients to be able to add issues into RT, and if they are
bugs, our internal support staff would like to be able to move the bugs
into bugzilla via some sort of "Move issue" function in RT. 
Would this be hard to achieve ?
Both databases are MySQL, and both make extensive use of Perl. 

Some of our internal development staff have been asked about the
complexity of this, and the answers we're getting range from "piece of
cake" to "don't go there"
Most of us are longtime bugzilla users, and newbies on RT, we have
inhouse staff who know both Perl and MySQL well. 

Thanks for any feedback :-)

C 
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr 22 08:37:56 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 22 Apr 2005 08:37:56 -0400
Subject: [rt-users] Help with webrt for Windows
In-Reply-To: 
References: 
Message-ID: <4268F024.4000206@ucrwcu.rwc.uc.edu>

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

Scott Ehrlich wrote:

>I successfully installed the Windows version on XP Pro running Service
>Pack 2.    WebRT's root user logs in fine and can do anything.   But
>when I created a couple accounts with full rights (both permission
>boxes checked), then logged in as either of those other accounts, I
>get permission errors when trying to do anything, like create a ticket
>or to-do,  etc.    Queues are not listed next to the New (or is it
>Create?)  Ticket button under the newly created accounts, but they
>work fine under root.
>
>I have restarted the Request Ticket/Apache2 service and rebooted.  
>Still no luck.
>
>What am I missing?
>
>Thanks.
>
>Scott
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From rkagan at yorku.ca  Fri Apr 22 08:54:00 2005
From: rkagan at yorku.ca (Ramon Kagan)
Date: Fri, 22 Apr 2005 08:54:00 -0400 (EDT)
Subject: [rt-users] RT communicate with other databases ?
In-Reply-To: <43B4767C3C0A4541960B1AD2AC0604E492ED53@TPN-MAIL.Teleplan.no>
References: <43B4767C3C0A4541960B1AD2AC0604E492ED53@TPN-MAIL.Teleplan.no>
Message-ID: 

HI,

I've just completed doing something like this.  Being a relatively weak
programmer I was able to accomplish this quite easily so I don't think you
should have a problem.  The only difference for me is that on a
resolve the information desired is automatically transferred via a scrip.
Nonetheless the concept is similar.  I just used perl-dbd and dbi.  We're
using this functionality to create a "auto"-auditing system for specific
types of requests.

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Fri, 22 Apr 2005, Bech-Yagher, Cirstyn wrote:

> Hi,
>
> I was wondering about the following:
> At work I am setting up software development QA routines, including
> customer support, for which I want to use RT.
> The RT box is in the company DMZ - our bugtracker, Bugzilla, is located
> on the intranet.
>
> We want our clients to be able to add issues into RT, and if they are
> bugs, our internal support staff would like to be able to move the bugs
> into bugzilla via some sort of "Move issue" function in RT.
> Would this be hard to achieve ?
> Both databases are MySQL, and both make extensive use of Perl.
>
> Some of our internal development staff have been asked about the
> complexity of this, and the answers we're getting range from "piece of
> cake" to "don't go there"
> Most of us are longtime bugzilla users, and newbies on RT, we have
> inhouse staff who know both Perl and MySQL well.
>
> Thanks for any feedback :-)
>
> C
>


From yengcheng at yahoo.fr  Fri Apr 22 08:56:17 2005
From: yengcheng at yahoo.fr (cyg)
Date: Fri, 22 Apr 2005 14:56:17 +0200 (CEST)
Subject: [rt-users] Requester can see other requesters' tickets
Message-ID: <20050422125617.72419.qmail@web25608.mail.ukl.yahoo.com>

Hello to the RT happy community,

First of all, I would like to thank Best Practical to
make this excellent software available to the
community.

We have successfully installed the latest 3.4.1
version on a FC3 server, started to learn RT's roles
and privileges and are still playing with it (not in
production yet).

I have a question regarding users' rights. We have
created a group, named "Customers" which holds members
from all our clients coming from different companies.

Members of that group have very limited rights :
can create/correspond on tickets, see closed and open
tickets, modify self. They also are members of the
"Everyone" and "Unprivilegied" groups.

Say I have Bill from Company A and John from Company
B, they have the same rights, but belong to different
companies.

I logged in as Bill from Company A, as Bill I have
created a couple of tickets before, I can access them
under the "Open tickets" or "Closed tickets" left
menu, depending on their state.

How come that on the "Goto ticket" input box on the
right side, by typing a ticket number different from
the ones I have created I can access them (provided
they really exists of course), say a ticket requested
by John.

Our company policy is not to let Bill sees John's
requested tickets.

I have browsed the documentation (included the
ManualRights in the RTwiki) and have found nothing. I
might have missed something.

Does anybody have a solution ?


	

	
		
__________________________________________________________________
D?couvrez le nouveau Yahoo! Mail : 250 Mo d'espace de stockage pour vos mails ! 
Cr?ez votre Yahoo! Mail sur http://fr.mail.yahoo.com/


From mose at ns.cune.edu  Fri Apr 22 09:12:48 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 22 Apr 2005 08:12:48 -0500 (CDT)
Subject: [rt-users] Some users cannot create tickets others can
In-Reply-To: 
Message-ID: 

On Thu, 21 Apr 2005, Baxter Shepperson wrote:

> For some reason using Firefox and clicking Create Ticket repeatedly and
> very quickly will work about 75% of the time.  Seems like a performance
> issue.  IE doesn't work at all really.  Any ideas?  Anyone else run into
> this?

I haven't noticed that. One our users, however, laid a book on his
keyboard that held the enter key down, and that caused a DoS for everyone,
because of too many connections opened to the database. :-)

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"When young I saw the signs 'Slow children at play'.  Later in life I
 saw 'Slow men at work' and was happy they found a productive niche."



From seph at directionless.org  Fri Apr 22 09:17:31 2005
From: seph at directionless.org (seph)
Date: Fri, 22 Apr 2005 09:17:31 -0400
Subject: [rt-users] Re: Export RT data to CSV file
In-Reply-To: <5AA4606D79EDBB4BB6419DF0DC3B155401208BA7@srvdehan1003.de.keymile.net>
	(Joerg
	Steinigans-Hillemann's message of "Fri, 22 Apr 2005 13:52:46 +0200")
References: <5AA4606D79EDBB4BB6419DF0DC3B155401208BA7@srvdehan1003.de.keymile.net>
Message-ID: 

ah, yes. It's in 3.4, I don't remember if it was in 3.2

seph

"Steinigans-Hillemann, Joerg"  writes:

> We use RT 3.0.11. I cannot see such a link...
>
> Joerg
>
> -----Original Message-----
> From: seph [mailto:seph at directionless.org]
> Sent: Friday, April 22, 2005 1:04 PM
> To: Steinigans-Hillemann, Joerg
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: Export RT data to CSV file
>
>
>> How is it possible to export data from the Request Tracker into a
>> CSV file? I haven't found anything about this in the
>> documentation...
>
> At the bottom of every ticket list (search results, etc) there's a
> spreadsheet link, which generates a tab delimited file.
>
> seph
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From sc2 at gmx.at  Fri Apr 22 09:20:33 2005
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Fri, 22 Apr 2005 15:20:33 +0200
Subject: [rt-users] from again
Message-ID: <000501c5473e$102cc0c0$6bda6c50@b>

hello
if its not a way to set from var, is there a way so when reply from tracker 
comes the from name is the queue name or email adr.?




From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr 22 09:20:38 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 22 Apr 2005 09:20:38 -0400
Subject: [rt-users] Re: Export RT data to CSV file
In-Reply-To: 
References: <5AA4606D79EDBB4BB6419DF0DC3B155401208BA7@srvdehan1003.de.keymile.net>
	
Message-ID: <4268FA26.8020805@ucrwcu.rwc.uc.edu>



seph wrote:

>ah, yes. It's in 3.4, I don't remember if it was in 3.2
>  
>

Present and accounted for in 3.2.2

>seph
>
>"Steinigans-Hillemann, Joerg"  writes:
>
>  
>
>>We use RT 3.0.11. I cannot see such a link...
>>
>>Joerg
>>
>>-----Original Message-----
>>From: seph [mailto:seph at directionless.org]
>>Sent: Friday, April 22, 2005 1:04 PM
>>To: Steinigans-Hillemann, Joerg
>>Cc: rt-users at lists.bestpractical.com
>>Subject: Re: Export RT data to CSV file
>>
>>
>>    
>>
>>>How is it possible to export data from the Request Tracker into a
>>>CSV file? I haven't found anything about this in the
>>>documentation...
>>>      
>>>
>>At the bottom of every ticket list (search results, etc) there's a
>>spreadsheet link, which generates a tab delimited file.
>>
>>seph
>>_______________________________________________
>>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
>  
>

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From srehrlich at gmail.com  Fri Apr 22 09:30:18 2005
From: srehrlich at gmail.com (Scott Ehrlich)
Date: Fri, 22 Apr 2005 09:30:18 -0400
Subject: [rt-users] Help with webrt for Windows
In-Reply-To: <4268F024.4000206@ucrwcu.rwc.uc.edu>
References: 
	<4268F024.4000206@ucrwcu.rwc.uc.edu>
Message-ID: 

On 4/22/05, Drew Barnes  wrote:
> http://wiki.bestpractical.com/index.cgi?Rights

I just read that section, but I'm not sure it applies here (unless I
am educated to the contrary).   I initially logged into rt as root.  
root has full capability to do anything it wants.   I created two
accounts, using rt's users section, and granted "Let this user access
RT" and "Let this user be granted rights".

What do I need to do next to give each account SuperUser access, as root has?
I'm not seeing anything obvious to me to aid with this need.

Thanks.

Scott

> 
> Scott Ehrlich wrote:
> 
> >I successfully installed the Windows version on XP Pro running Service
> >Pack 2.    WebRT's root user logs in fine and can do anything.   But
> >when I created a couple accounts with full rights (both permission
> >boxes checked), then logged in as either of those other accounts, I
> >get permission errors when trying to do anything, like create a ticket
> >or to-do,  etc.    Queues are not listed next to the New (or is it
> >Create?)  Ticket button under the newly created accounts, but they
> >work fine under root.
> >
> >I have restarted the Request Ticket/Apache2 service and rebooted.
> >Still no luck.
> >
> >What am I missing?
> >
> >Thanks.
> >
> >Scott
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >
> 
> --
> Drew Barnes
> Applications Analyst
> Raymond Walters College
> University of Cincinnati
> 
>


From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr 22 09:35:11 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 22 Apr 2005 09:35:11 -0400
Subject: [rt-users] Help with webrt for Windows
In-Reply-To: 
References: 	
	<4268F024.4000206@ucrwcu.rwc.uc.edu>
	
Message-ID: <4268FD8F.7080807@ucrwcu.rwc.uc.edu>



Scott Ehrlich wrote:

>On 4/22/05, Drew Barnes  wrote:
>  
>
>>http://wiki.bestpractical.com/index.cgi?Rights
>>    
>>
>
>I just read that section, but I'm not sure it applies here (unless I
>am educated to the contrary).   I initially logged into rt as root.  
>root has full capability to do anything it wants.   I created two
>accounts, using rt's users section, and granted "Let this user access
>RT" and "Let this user be granted rights".
>
>What do I need to do next to give each account SuperUser access, as root has?
>I'm not seeing anything obvious to me to aid with this need.
>  
>

I wouldn't give anyone besides the main admin(s) superuser access.  too 
much can be broken.  Look at the section "Working schemas" under "Public 
support queue."  That is a very typical setup for a helpdesk.  Also 
follow the links under Descriptions for more in-depth descriptions of 
the rights system.

>Thanks.
>
>Scott
>
>  
>
>>Scott Ehrlich wrote:
>>
>>    
>>
>>>I successfully installed the Windows version on XP Pro running Service
>>>Pack 2.    WebRT's root user logs in fine and can do anything.   But
>>>when I created a couple accounts with full rights (both permission
>>>boxes checked), then logged in as either of those other accounts, I
>>>get permission errors when trying to do anything, like create a ticket
>>>or to-do,  etc.    Queues are not listed next to the New (or is it
>>>Create?)  Ticket button under the newly created accounts, but they
>>>work fine under root.
>>>
>>>I have restarted the Request Ticket/Apache2 service and rebooted.
>>>Still no luck.
>>>
>>>What am I missing?
>>>
>>>Thanks.
>>>
>>>Scott
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>>
>>>      
>>>
>>--
>>Drew Barnes
>>Applications Analyst
>>Raymond Walters College
>>University of Cincinnati
>>
>>
>>    
>>

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From Ruslan.Zakirov at miet.ru  Fri Apr 22 09:45:44 2005
From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov)
Date: Fri, 22 Apr 2005 17:45:44 +0400
Subject: [rt-users] Including Attachment on owner change?
In-Reply-To: 
References: 
Message-ID: <42690008.50103@miet.ru>

Joseph_Micciche at Progressive.com wrote:

>Stephen Turner  wrote on 04/20/2005 10:01:29 AM:
>
>  
>
>>At Wednesday 4/20/2005 09:50 AM, Joseph_Micciche at Progressive.com wrote:
>>    
>>
>>>I need to get the attachment to the Owner on owner change, in the email
>>>they get letting them know they have been assigned a ticket. Has anyone
>>>else done this?
>>>
>>>Thanks.
>>>
>>>joe
>>>      
>>>
>
>  
>
>>Joe,
>>    
>>
>
>  
>
>>What attachment are you referring to? Is this something that is part of
>>    
>>
>the
>  
>
>>earlier history of your tickets? As Ruslan mentioned, the owner-change
>>transaction has no associated attachment.
>>    
>>
>
>  
>
>>Steve
>>    
>>
>
>Hi Steve, our people frequently submit tickets/requests that have
>attachments (doc, txt, pdf, xls). The attachments may contain the request,
>or have much useful info about the request.
>
>When I assign a ticket, the attachment does not get included in the email
>to the Owner - but Watchers and Admins get it. I don't know how to include
>the attachment in the template OwnerChange - there is no reference to the
>attachment in any other template.
>
>joe
>
AFAIU ticket owners have no access to WebUI and you want send(forward) 
them history of the ticket with all attachments.
You can start from 
http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail as 
mentioned, but this solution only covers text parts.

AFAIK nobody have published solution(action) that sends _full_ history 
to user.

--
Best regards, Ruslan.


From Ruslan.Zakirov at miet.ru  Fri Apr 22 09:55:22 2005
From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov)
Date: Fri, 22 Apr 2005 17:55:22 +0400
Subject: [rt-users] from again
In-Reply-To: <000501c5473e$102cc0c0$6bda6c50@b>
References: <000501c5473e$102cc0c0$6bda6c50@b>
Message-ID: <4269024A.9080209@miet.ru>

 From FAQ( http://wiki.bestpractical.com/index.cgi?FAQ ):


Q: How to change From line in outgoing mail.

A: Override From header with Template 
 feature.


From: Example Support Department 
Sender: Example Support Department 



--
Best regards, Ruslan.

sc2 at gmx.at wrote:

> hello
> if its not a way to set from var, is there a way so when reply from 
> tracker comes the from name is the queue name or email adr.?
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>



From lists at masonc.com  Fri Apr 22 09:03:04 2005
From: lists at masonc.com (Chris Mason (Lists))
Date: Fri, 22 Apr 2005 09:03:04 -0400
Subject: [rt-users] Need help to parse email
Message-ID: <20050422130942.EA7A092C3AB@mercury.mason.home>

I am getting tickets from a online reply form I have no control over that
sends the email from the site and includes the users email address as a
key=>value pair, i.e. email: test at test.com. I need to rewrite the header so
that the email is seen to come from that email address in the body so that
the ticket lists the submitters email address as the requestor.
How can I achieve this?

Chris Mason





From sturner at MIT.EDU  Fri Apr 22 10:26:16 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 22 Apr 2005 10:26:16 -0400
Subject: [rt-users] Need help to parse email
In-Reply-To: <20050422130942.EA7A092C3AB@mercury.mason.home>
Message-ID: <5.2.1.1.2.20050422101606.0221e490@po14.mit.edu>

At Friday 4/22/2005 09:03 AM, Chris Mason (Lists) wrote:
>I am getting tickets from a online reply form I have no control over that
>sends the email from the site and includes the users email address as a
>key=>value pair, i.e. email: test at test.com. I need to rewrite the header so
>that the email is seen to come from that email address in the body so that
>the ticket lists the submitters email address as the requestor.
>How can I achieve this?
>
>Chris Mason

At first I thought you could do this via scrips - parse the message body 
for the new email address and use the Ticket API to set the requestor. But 
the problem with that is that you don't have control over the order in 
which scrips execute - RT may have already autoreplied to the original 
"requestor" email address before your custom scrip makes the change to the 
correct requestor.

So I think you'll have to modify the code that process incoming email - 
take a look at the Gateway method of lib/RT/Interface/Email.pm. You have 
access to the MIME entity there so you may be able to rewrite the From header.

Or - lib/RT/Interface/Email/Auth/MailFrom.pm seems to be where RT 
determines the user by parsing the From header - you could maybe modify 
that instead.

Steve 



From Ruslan.Zakirov at miet.ru  Fri Apr 22 10:32:18 2005
From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov)
Date: Fri, 22 Apr 2005 18:32:18 +0400
Subject: [rt-users] Need help to parse email
In-Reply-To: <20050422130942.EA7A092C3AB@mercury.mason.home>
References: <20050422130942.EA7A092C3AB@mercury.mason.home>
Message-ID: <42690AF2.3010806@miet.ru>

Was discussed on the list several times:
http://marc.theaimsgroup.com/?t=109909121200001&r=1&w=2
There is should be other duscussions on the lists.

You can write script that rewrite email before it gets into RT.

Chris Mason (Lists) wrote:

>I am getting tickets from a online reply form I have no control over that
>sends the email from the site and includes the users email address as a
>key=>value pair, i.e. email: test at test.com. I need to rewrite the header so
>that the email is seen to come from that email address in the body so that
>the ticket lists the submitters email address as the requestor.
>How can I achieve this?
>
>Chris Mason
>
>
>
>_______________________________________________
>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 miet.ru  Fri Apr 22 10:41:29 2005
From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov)
Date: Fri, 22 Apr 2005 18:41:29 +0400
Subject: [rt-users] changing Priority from script
In-Reply-To: <023101c546b3$da018470$88180a0a@MRZTP>
References: <023101c546b3$da018470$88180a0a@MRZTP>
Message-ID: <42690D19.9000404@miet.ru>

See "Simple example" and last snippet from "code snippets" in
http://wiki.bestpractical.com/index.cgi?WriteCustomAction

matthew zeier wrote:

>
> I have the following code snippet from an exteral program.  It queries 
> all tickets in a particular queue and changes priority and owner if it 
> hasn't been touched in an hour.
>
> Do I have the syntax for setting a new owner correct?  What's the way 
> to change priority?
>
> # Get hold of new and open tickets only
> my $tickets = new RT::Tickets($RT::SystemUser);
> $tickets->LimitStatus(VALUE => 'new');
> $tickets->LimitQueue(VALUE => $queue->Id);
> $tickets->LimitPriority(OPERATOR => '<', VALUE => "10");
>
> # Process each ticket
> while (my $ticket = $tickets->Next) {
>
>  if ((time()-$ticket->LastUpdatedObj->Unix)/3600  >= $idleTime) {
>
>   $ticket->SetOwner($ownerNames[$newOwner]);
>
>   # change priority?
>   # $ticket->SetPriority($newPri);
>
>
>  }
>
> }
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>



From payerle at physics.umd.edu  Fri Apr 22 11:31:51 2005
From: payerle at physics.umd.edu (Thomas M. Payerle)
Date: Fri, 22 Apr 2005 11:31:51 -0400 (EDT)
Subject: [rt-users] Re: rt-mailgate
In-Reply-To: <20050422005800.058014D80FB@diesel.bestpractical.com>
References: <20050422005800.058014D80FB@diesel.bestpractical.com>
Message-ID: 

> On Mon, Apr 18, 2005 at 11:41:08AM +0200, Sivan DERAY wrote:
>> I want to set an other RT on an other machine.
>>
>> I need to know if the alias "rt" used in /etc/aliases could be changed
>> to rt-test for exemple ?
>> Or does Request Tracker is waiting for an "rt" occurrence only ?
I am new to RT, but as part of my testing I submitted tickets using
rt-mailgate on the command line (sending pseudo email as input).  Not 
necessarily a recommended way to do things, but as I did not bother to
put a To: header in, I can say pretty confidently that rt-mailgate does
not care what the to address is.  Any use of "rt" in the alias name is
for convenience of humans administering it.
>
> I thought you had to match that string with a setting in RT_Config, but
> I don't see it (I'm fairly new to RT, myself).
I believe that is so that RT does not get into loops: e.g. I reply to email
from RT about a request I sent, perhaps cc'ing rt.  We do not want rt to
send mail to the rt alias generating another comment (which then sends mail
to the rt alias, ad infinitum).

This certainly should be done, but will not (immediately) break things if
not done.
>
> Now, if your RT machines are not the direct mail-catchers for your
> domain, you'll have to deal with forwarding the messages that come in
> appropriately, but that's a separate issue.
Or you just install rt-mailgate on your domain incoming SMTP servers, and
install the aliases on those servers, each specifying different options to
rt-mailgate (e.g. different URLs).


From cliff.flood at voxpilot.com  Fri Apr 22 11:14:54 2005
From: cliff.flood at voxpilot.com (Cliff Flood)
Date: Fri, 22 Apr 2005 16:14:54 +0100
Subject: [rt-users] Send a notification on priority change
Message-ID: <426914EE.3000102@voxpilot.com>

Hi all,

I'd like to send a notification to requesters when a ticket has its 
priority changed.

There isn't a "priority changed" condition under "Modify a scrip for 
queue ". Nor is there anything directly relevant on the Wiki.

Has anyone else done this? How would I going about doing this in the 
unlikely event that no one else has ever done it?

I'm running RT 3.0.11.

Thanks,

-- 
Cliff Flood
Systems Administrator
V O X P I L O T
+353 1 209 1969


From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr 22 12:09:39 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 22 Apr 2005 12:09:39 -0400
Subject: [rt-users] Re: rt-mailgate
In-Reply-To: 
References: <20050422005800.058014D80FB@diesel.bestpractical.com>
	
Message-ID: <426921C3.3040708@ucrwcu.rwc.uc.edu>



Thomas M. Payerle wrote:

>> On Mon, Apr 18, 2005 at 11:41:08AM +0200, Sivan DERAY wrote:
>>
>>> I want to set an other RT on an other machine.
>>>
>>> I need to know if the alias "rt" used in /etc/aliases could be changed
>>> to rt-test for exemple ?
>>> Or does Request Tracker is waiting for an "rt" occurrence only ?
>>
> I am new to RT, but as part of my testing I submitted tickets using
> rt-mailgate on the command line (sending pseudo email as input).  Not 
> necessarily a recommended way to do things, but as I did not bother to
> put a To: header in, I can say pretty confidently that rt-mailgate does
> not care what the to address is.  Any use of "rt" in the alias name is
> for convenience of humans administering it.

>
> I thought you had to match that string with a setting in RT_Config, but
> I don't see it (I'm fairly new to RT, myself).

> I believe that is so that RT does not get into loops: e.g. I reply to 
> email
> from RT about a request I sent, perhaps cc'ing rt.  We do not want rt to
> send mail to the rt alias generating another comment (which then sends 
> mail
> to the rt alias, ad infinitum).


I think you mean the
Set($ParseNewMessageForTicketCcs , 1); 
Set($RTAddressRegexp , '^rt\@example.com$');
portions.  This is not something we do, although we probably should.  
Thankfully, most of our users are not in the habit of CCing anyone 
except their supervisors.

Set($RTAddressRegexp , 
'^net(support|staff)\@(outside|rtbox)\.domain\.edu'); is what we should 
be using, I think.  Until I get a chance to test it on a non-production 
box, I don't know for sure that this is the case.  Better explanations 
of the address are below.  Hopefully that will clear up the syntax I'm 
using.

>
> This certainly should be done, but will not (immediately) break things if
> not done.
>
>>
>> Now, if your RT machines are not the direct mail-catchers for your
>> domain, you'll have to deal with forwarding the messages that come in
>> appropriately, but that's a separate issue.
>
> Or you just install rt-mailgate on your domain incoming SMTP servers, and
> install the aliases on those servers, each specifying different 
> options to
> rt-mailgate (e.g. different URLs).


For us, our netsupport|netstaff at outside.domain.edu accounts forward to 
netsupport|netstaff at rtbox.domain.edu.  The rt-mailgate resides on that 
host, watching for netsupport|netstaff at rtbox.domain.edu.  That is also 
the correspond|comment address, so all replies route directly back to 
that box.

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


-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From payerle at physics.umd.edu  Fri Apr 22 12:15:58 2005
From: payerle at physics.umd.edu (Thomas M. Payerle)
Date: Fri, 22 Apr 2005 12:15:58 -0400 (EDT)
Subject: [rt-users] Anything special about the "root" user? Can it be
	deleted?
In-Reply-To: <20050412160005.11F014D8132@diesel.bestpractical.com>
References: <20050412160005.11F014D8132@diesel.bestpractical.com>
Message-ID: 

Hi,
I am new to rt, have a test version running and am trying to configure it
to eventually take over from a homegrown system we are currently using
(and looking forward to lots of new features).

I added Andy Harrison's AutoCreateFromExternalUserInfo stuff, and was
running into problems wherein accounts were not being created (logs reported
a permission problem).  I eventually tracked it to the fact that the AutoCreate
file was trying to create them as user "root", and shortly after I initialized
the database (several times:) I create an account for myself, make it
superuser, and removed all rights from "root".

My question is, is the "root" account supposed to be special (I thought the
RT_System account was the one that should be used for such things).  I noticed
that rt-mailgate code seems to attempt to connect as root with the default
install password, but clearly a production RT server should not be requiring
a superuser account with fixed password that anyone in the world can access.

Indeed, once I set up another superuser account, is their any reason not to
just delete "root".




From lists at openunix.de  Fri Apr 22 12:44:29 2005
From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=)
Date: Fri, 22 Apr 2005 18:44:29 +0200
Subject: [rt-users] No recipients found. Not sending.
Message-ID: <20050422164429.GA2853@bofh.hanau.net>

Hello everyone,

I have a problem on a certain ticket:

No correspondence gets sent to that requestor any more.
It used to work earlier, fresh test-ticktes worked fine.


The log file says:

 No recipients
found. Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)

ii  rt3.4-clients  3.4.1-2        Mail gateway and command-line interface to r
ii  request-tracke 3.4.1-2        Extensible trouble-ticket tracking system


I have read some archives on the list which mentioned the NotifyActor
option.

But I still do not get any mail sent to that requestor while having
Set($NotifyActor, 1);


What could cause this behaviour?







From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr 22 13:04:38 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 22 Apr 2005 13:04:38 -0400
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <20050422164429.GA2853@bofh.hanau.net>
References: <20050422164429.GA2853@bofh.hanau.net>
Message-ID: <42692EA6.8030406@ucrwcu.rwc.uc.edu>



Franz Georg K?hler wrote:

>Hello everyone,
>
>I have a problem on a certain ticket:
>
>No correspondence gets sent to that requestor any more.
>It used to work earlier, fresh test-ticktes worked fine.
>
>
>The log file says:
>
> No recipients
>found. Not sending.
>  
>

Did the requestor get deleted somehow?

>(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
>
>ii  rt3.4-clients  3.4.1-2        Mail gateway and command-line interface to r
>ii  request-tracke 3.4.1-2        Extensible trouble-ticket tracking system
>
>
>I have read some archives on the list which mentioned the NotifyActor
>option.
>
>But I still do not get any mail sent to that requestor while having
>Set($NotifyActor, 1);
>
>
>What could cause this behaviour?
>
>
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From lists at openunix.de  Fri Apr 22 13:15:27 2005
From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=)
Date: Fri, 22 Apr 2005 19:15:27 +0200
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <42692EA6.8030406@ucrwcu.rwc.uc.edu>
References: <20050422164429.GA2853@bofh.hanau.net>
	<42692EA6.8030406@ucrwcu.rwc.uc.edu>
Message-ID: <20050422171527.GA3124@bofh.hanau.net>

On Fr, Apr 22, 2005 at 01:04:38 -0400, Drew Barnes  wrote:
> Franz Georg K?hler wrote:
> 
> >Hello everyone,
> >
> >I have a problem on a certain ticket:
> >
> >No correspondence gets sent to that requestor any more.
> >It used to work earlier, fresh test-ticktes worked fine.
> >
> >
> >The log file says:
> >
> > No recipients
> >found. Not sending.
> > 
> >
> 
> Did the requestor get deleted somehow?

Hello everyone,

I finally found the source of error:


Someone had checked the

(Check boxes to disable notifications to the listed recipients)

check box and saved changes.


After undoing those settings, mail gets sent to the requestor again.



Thanks for your help.




-- 
Warning:  You are not root
             
	     -- nmap V. 2.54BETA31


From wolfy at enternet.hu  Fri Apr 22 16:55:48 2005
From: wolfy at enternet.hu (Lorand Farkas)
Date: Fri, 22 Apr 2005 22:55:48 +0200
Subject: [rt-users] Custom fields
Message-ID: <20050422205550.294EA4D806E@diesel.bestpractical.com>

Dear All,

 

I'm using RT 3.4.x installed on Fedora Core 3.

 

I installed RT3 not a long time ago and I would like to customize it so it
can fit for our company's requirements.

When users nowadays raise a request to our department, they have to fill up
a change request form and at least 3 levels of approval have to be present
on this form before the actual implementation. I tried to imagine how can I
realize using RT and get rid of the papers. My idea is completely based on
the approval-ticket creation process.

The problem is that for different cases there will be different approvers.
Everybody knows his next-level approval. Only the 3rd level approver is one
pre-defined person.

Because of this I added a custom field (single selection field) where all
the possible approvers are listed. When the user creates the ticket (from
the web interface) he should select his 1st level approver.

 

The queue which holds all requests of this type is named
"Approval-Requests". In this queue I have one template and one scrip. 

In the following template how can I assign the value of "Queue" with the
value of the single selection field?

 

===Create-Ticket: apprreq
Subject: Approval needed for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ???????????????
Type: approval
Owner: username-of-owner   #note this is so that notifications work properly
Content: Someone has created a ticket which needs approval. Please review
and approve it, so it can be resolved.
ENDOFCONTENT
 

The scrip which will fire-up the approval-ticket creation:

 
Description: Create approval
Condition: On Create
Action: Create Tickets
Template: Create Approval
Stage: TransactionCreate

 

Now things get complicated because when the first level approver checks the
approval-ticket, he should be able do the following things:

 

1.	Approve/Deny the ticket - this is there by default
2.	Select the 2nd level approver or the 3rd level approver

 

Any ideas how can this be done? I was thinking all day and I really don't
see clearly trough the realization of the problem.

 

Any help would be greatly appreciated.

 

Thanks,

 

/Lorand.

 

 

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From wolfy at enternet.hu  Fri Apr 22 17:06:37 2005
From: wolfy at enternet.hu (Lorand Farkas)
Date: Fri, 22 Apr 2005 23:06:37 +0200
Subject: [rt-users] Custom fields (in text mode)
Message-ID: <20050422210637.33CF04D806E@diesel.bestpractical.com>

Dear All,

I?m using RT 3.4.x installed on Fedora Core 3.

I installed RT3 not a long time ago and I would like to customize it so it
can fit for our company?s requirements.
When users nowadays raise a request to our department, they have to fill up
a change request form and at least 3 levels of approval have to be present
on this form before the actual implementation. I tried to imagine how can I
realize using RT and get rid of the papers. My idea is completely based on
the approval-ticket creation process.
The problem is that for different cases there will be different approvers.
Everybody knows his next-level approval. Only the 3rd level approver is one
pre-defined person.
Because of this I added a custom field (single selection field) where all
the possible approvers are listed. When the user creates the ticket (from
the web interface) he should select his 1st level approver.

The queue which holds all requests of this type is named
"Approval-Requests". In this queue I have one template and one scrip. 
In the following template how can I assign the value of "Queue" with the
value of the single selection field?

===Create-Ticket: apprreq
Subject: Approval needed for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ???????????????
Type: approval
Owner: username-of-owner?? #note this is so that notifications work properly
Content: Someone has created a ticket which needs approval. Please review
and approve it, so it can be resolved.
ENDOFCONTENT

The scrip which will fire-up the approval-ticket creation:

Description: Create approval
Condition: On Create
Action: Create Tickets
Template: Create Approval
Stage: TransactionCreate

Now things get complicated because when the first level approver checks the
approval-ticket, he should be able do the following things:

1. Approve/Deny the ticket ? this is there by default
2. Select the 2nd level approver or the 3rd level approver

Any ideas how can this be done? I was thinking all day and I really don?t
see clearly trough the realization of the problem.

Any help would be greatly appreciated.

Thanks,

/Lorand.





From mrz at intelenet.net  Fri Apr 22 18:26:04 2005
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 22 Apr 2005 15:26:04 -0700
Subject: [rt-users] changing Priority from script
In-Reply-To: <42690D19.9000404@miet.ru>
References: <023101c546b3$da018470$88180a0a@MRZTP> <42690D19.9000404@miet.ru>
Message-ID: <426979FC.3060000@intelenet.net>



Ruslan Zakirov wrote:
> See "Simple example" and last snippet from "code snippets" in
> http://wiki.bestpractical.com/index.cgi?WriteCustomAction

That appears geared towards scrips and not external perl scripts but 
nonetheless I looked at it appears that my syntax is correct however, I 
printed out the status and error message and see:

status: 0, You can only reassign tickets that you own or that are unowned


Script is running as root - can I not have RT give the ticket directly 
instead of stealing it like:

my ($status, $msg) = $ticket->SetOwner( $newOwner, "Steal");

?

> 
> matthew zeier wrote:
> 
>>
>> I have the following code snippet from an exteral program.  It queries 
>> all tickets in a particular queue and changes priority and owner if it 
>> hasn't been touched in an hour.
>>
>> Do I have the syntax for setting a new owner correct?  What's the way 
>> to change priority?
>>
>> # Get hold of new and open tickets only
>> my $tickets = new RT::Tickets($RT::SystemUser);
>> $tickets->LimitStatus(VALUE => 'new');
>> $tickets->LimitQueue(VALUE => $queue->Id);
>> $tickets->LimitPriority(OPERATOR => '<', VALUE => "10");
>>
>> # Process each ticket
>> while (my $ticket = $tickets->Next) {
>>
>>  if ((time()-$ticket->LastUpdatedObj->Unix)/3600  >= $idleTime) {
>>
>>   $ticket->SetOwner($ownerNames[$newOwner]);
>>
>>   # change priority?
>>   # $ticket->SetPriority($newPri);
>>
>>
>>  }
>>
>> }
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
> 

-- 


--
matthew zeier, Sr. Network Engineer  | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie


From bgeorge at deqx.com  Fri Apr 22 15:53:44 2005
From: bgeorge at deqx.com (Brett George)
Date: Fri, 22 Apr 2005 12:53:44 -0700
Subject: [rt-users] Queue members dont get notice of newly created tickets
Message-ID: <20050422195213.50C7A285CC@penguin.internal>

Hi,

I'm having trouble configuring request tracker so that queue members get an
email of a newly created ticket. Emails are working because I can send an
email to RT and the sender gets the autocreated "new ticket" email.
Unfortunately, the group watching the queue dont get any emails.

Here's the things that I've checked so far. Let me know if you see a problem
or think that i've missed something:

- I am a member of the "support team" group with a valid email address
- The "support team" group are listed as watches on the queue
- I dont have any queue rights setup, only in global rights
- In global rights, "everyone" has "create ticket" and "reply to ticket"
rights
- In global rights, "Support team" has the following rights.
 CommentOnTicket
 CreateTicket
 DelegateRights
 DeleteTicket
 ModifyOwnMembership
 OwnTicket
 ReplyToTicket
 SeeQueue
 StealTicket
 TakeTicket
 Watch


So thats it. Am I missing something?

Brett.



From bgeorge at deqx.com  Fri Apr 22 15:49:14 2005
From: bgeorge at deqx.com (Brett George)
Date: Fri, 22 Apr 2005 12:49:14 -0700
Subject: [rt-users] Queue members dont get notice of newly created tickets
Message-ID: <20050422194742.1C83B285CC@penguin.internal>

Hi,

I'm having trouble configuring request tracker so that queue members get an
email of a newly created ticket. Emails are working because I can send an
email to RT and the sender gets the autocreated "new ticket" email.
Unfortunately, the group watching the queue dont get any emails.

Here's the things that I've checked so far. Let me know if you see a problem
or think that i've missed something:

- I am a member of the "support team" group with a valid email address
- The "support team" group are listed as watches on the queue
- I dont have any queue rights setup, only in global rights
- In global rights, "everyone" has "create ticket" and "reply to ticket"
rights
- In global rights, "Support team" has the following rights.
 CommentOnTicket
 CreateTicket
 DelegateRights
 DeleteTicket
 ModifyOwnMembership
 OwnTicket
 ReplyToTicket
 SeeQueue
 StealTicket
 TakeTicket
 Watch


So thats it. Am I missing something?

Brett.



From seph at directionless.org  Fri Apr 22 22:43:01 2005
From: seph at directionless.org (seph)
Date: Fri, 22 Apr 2005 22:43:01 -0400
Subject: [rt-users] Re: Queue members dont get notice of newly created
	tickets
In-Reply-To: <20050422194742.1C83B285CC@penguin.internal> (Brett George's
	message of "Fri, 22 Apr 2005 12:49:14 -0700")
References: <20050422194742.1C83B285CC@penguin.internal>
Message-ID: 

> I'm having trouble configuring request tracker so that queue members get an
> email of a newly created ticket. Emails are working because I can send an
> email to RT and the sender gets the autocreated "new ticket" email.
> Unfortunately, the group watching the queue dont get any emails.

Have you configured any scrips to send email? You only mention acls.

seph


From bgeorge at deqx.com  Sun Apr 24 05:35:37 2005
From: bgeorge at deqx.com (Brett George)
Date: Sun, 24 Apr 2005 02:35:37 -0700
Subject: [rt-users] RE: Queue members dont get notice of newly created
	tickets
In-Reply-To: 
Message-ID: <20050424093400.DB792285CC@penguin.internal>

> > I'm having trouble configuring request tracker so that 
> queue members get an
> > email of a newly created ticket. Emails are working because 
> I can send an
> > email to RT and the sender gets the autocreated "new ticket" email.
> > Unfortunately, the group watching the queue dont get any emails.
> 
> Have you configured any scrips to send email? You only mention acls.

I have under my queue:

Scrips which apply to all queues
On Correspond Open Tickets with template Correspondence 
On Create Autoreply To Requestors with template Autoreply 
On Create Notify AdminCcs with template Transaction 
On Correspond Notify AdminCcs with template Admin Correspondence 
On Correspond Notify Requestors and Ccs with template Correspondence 
On Correspond Notify Other Recipients with template Correspondence 
On Comment Notify AdminCcs as Comment with template Admin Comment 
On Comment Notify Other Recipients as Comment with template Correspondence 
On Resolve Notify Requestors with template Resolved 
 
Current Scrips:

(No scrips)
----

I am presumably the global options apply to all of the queues? However, I
haven't done anything specific to set that up. I have to admit that I dont
understand which one of these scrips I should change to get the behaviour I
want. The manual isn't clear to me on this point.

Also, I notice when I create a new ticket by sending an email to the queue,
it will tell me that the CC and the admin CC are "none", even though I have
configured a  group to watch the queue. Is this normal or does it show a
problem?

Thanks,
Brett.



From bortzmeyer at nic.fr  Sun Apr 24 17:21:23 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Sun, 24 Apr 2005 23:21:23 +0200
Subject: [rt-users] Composed characters in email are not encoded
Message-ID: <20050424212123.GB20655@sources.org>

RT does not encode (RFC 1522) the composed characters in the header of
the email it sends:

Subject: [CODEV-NIC #80] Gestion des termes interdits et r??serv??s 

Amavis complains (and rightly so):

X-Amavis-Alert: BAD HEADER Non-encoded 8-bit data (char C3 hex) in message header 'Subject'
	Subject: ...] Gestion des termes interdits et r\303\251serv\303\251s \n
	^

SpamAssassin thinks it's probably spam:

X-Spam-Report: 
	*  2.4 TO_HAS_SPACES To: address contains spaces
	*  2.7 SUBJ_ILLEGAL_CHARS Subject contains too many raw illegal characters



From Spielefanpages at gmx.de  Mon Apr 25 02:40:54 2005
From: Spielefanpages at gmx.de (Spielefanpages Mag)
Date: Mon, 25 Apr 2005 08:40:54 +0200 (MEST)
Subject: [rt-users] Update RT 3.0.10 to RT 3.4.1
Message-ID: <15447.1114411254@www71.gmx.net>

Hi, I've got a question concerning the update from RT 3.0.10 to RT 3.4.1:
Is it possible to install RT 3.4.1 on a new PC and to import the data of RT
3.0.10's database (DB) in the DB of RT 3.4.1? Or is it necessary to install
at first RT 3.0.10 with the data of the old DB and to update later to RT
3.4.1?
I don't know if the structure of the DB has changed and if there will be
problemes if i try to import data of the old DB (RT 3.0.10) in the new DB
(RT 3.4.1)...

best regards
chris

-- 
+++ GMX - Die erste Adresse f?r Mail, Message, More +++

1 GB Mailbox bereits in GMX FreeMail http://www.gmx.net/de/go/mail


From subs-rt.users.bestpractical.com at rz.xs4all.nl  Mon Apr 25 02:49:31 2005
From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger)
Date: Mon, 25 Apr 2005 08:49:31 +0200
Subject: [rt-users] Update RT 3.0.10 to RT 3.4.1
In-Reply-To: <15447.1114411254@www71.gmx.net>
References: <15447.1114411254@www71.gmx.net>
Message-ID: <20050425064931.GA9959@rz.xs4all.nl>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

++ 25/04/05 08:40 +0200 - Spielefanpages Mag:
>Hi, I've got a question concerning the update from RT 3.0.10 to RT 3.4.1:
>Is it possible to install RT 3.4.1 on a new PC and to import the data of RT
>3.0.10's database (DB) in the DB of RT 3.4.1? Or is it necessary to install
>at first RT 3.0.10 with the data of the old DB and to update later to RT
>3.4.1?

This should be possible. I have recently done an upgrade like this and
basically it comes down to 1) dump the database on the first host, 2)
import the dump on the second host and 3) migrate it's structure using
commands supplied in the README of the new installation.

- -- 
Rejo Zenger  - http://rejo.zenger.nl - PGP 0x75FC50F3
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TJW7+8ChnCjfG/hmGMWwjYg=
=pwvB
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From gt at pearldoc.com  Mon Apr 25 04:50:42 2005
From: gt at pearldoc.com (Geert Theys)
Date: Mon, 25 Apr 2005 10:50:42 +0200
Subject: [rt-users] 2 auto replies
Message-ID: <426CAF62.9060109@pearldoc.com>

hello,

when I send a mail to rt. It sends 2 the same autoreplies back. Looked 
for it, but can't seem to find how this comes?

Friendly greetings,
Geert Theys.
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From mose at ns.cune.edu  Mon Apr 25 07:30:47 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Mon, 25 Apr 2005 06:30:47 -0500 (CDT)
Subject: [rt-users] Requester can see other requesters' tickets
In-Reply-To: <20050422125617.72419.qmail@web25608.mail.ukl.yahoo.com>
Message-ID: 

On Fri, 22 Apr 2005, cyg wrote:

> How come that on the "Goto ticket" input box on the
> right side, by typing a ticket number different from
> the ones I have created I can access them (provided
> they really exists of course), say a ticket requested
> by John.
...
> I have browsed the documentation (included the
> ManualRights in the RTwiki) and have found nothing. I
> might have missed something.

It sounds like Everyone can see tickets.

http://wiki.bestpractical.com/index.cgi?Documentation
Configuration->PrivilegedUsers
Configuration->Rights

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"There aren't any tomatoes in the sky.  Tomatoes don't get that big."
 - my 4-year-old niece at town safety school discussing tornadoes



From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 25 08:30:41 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 25 Apr 2005 08:30:41 -0400
Subject: [rt-users] 2 auto replies
In-Reply-To: <426CAF62.9060109@pearldoc.com>
References: <426CAF62.9060109@pearldoc.com>
Message-ID: <426CE2F1.6090006@ucrwcu.rwc.uc.edu>



Geert Theys wrote:

> hello,
>
> when I send a mail to rt. It sends 2 the same autoreplies back. Looked 
> for it, but can't seem to find how this comes?


If you used (for example) the rt2-to-rt3 import, you will have 
queue-specific crips which mirror the global scrips supplied with RT 
3.x.  If you disable on or the other, you should be back running normal. 

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

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From Jan-Frode.Myklebust at bccs.uib.no  Mon Apr 25 08:36:08 2005
From: Jan-Frode.Myklebust at bccs.uib.no (Jan-Frode Myklebust)
Date: Mon, 25 Apr 2005 14:36:08 +0200
Subject: [rt-users] Let everybody see all tickets
Message-ID: <20050425123608.GA9123@ii.uib.no>

I would want all our autogenerated/unprivileged users to see and
search all tickets in the system. I've tried adding all privileges to
the "Everyone" group, but the users still can't see any other tickets
than their own (unless typing in the ticket number directly in the
GotoTicket box).

Could someone please help me with the magic needed to configure an
RT-instance where everybody can see all queues and tickets, and also
search the ticket database?


  -jf


From prlawrence at Lehigh.EDU  Mon Apr 25 09:09:37 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Mon, 25 Apr 2005 09:09:37 -0400
Subject: [rt-users] mail loop
Message-ID: <426CEC11.7030405@lehigh.edu>

Over the weekend I seem to have built up a 23M procmail log for my test 
box...  Can anyone help me find the cause/stop this loop?

Here's a bit of the procmail log:

--- Logging /home/rt_dispatcher/procmail.log for rt_dispatcher, 
procmail: [30459] Mon Apr 25 09:07:36 2005
procmail: Assigning "MAILDOMAIN=rt.example.com"
procmail: Assigning "RT_MAILGATE=/opt/rt3/bin/rt-mailgate"
procmail: Assigning "RT_URL=https://rt.example.com"
procmail: Assigning "LOGABSTRACT=all"
procmail: Executing "formail -c -xReceived: |grep $MAILDOMAIN |sed -e 
's/.*for *<*\(.*\)>* *;.*$/\1/'"
procmail: Assigning "TO="
procmail: Executing "echo $TO| $HOME/get_queue.pl"
procmail: [30459] Mon Apr 25 09:07:37 2005
procmail: Assigning "QUEUE=general"
procmail: Executing "echo $TO| $HOME/get_action.pl"
procmail: Assigning "ACTION=correspond"
procmail: Executing 
"/opt/rt3/bin/rt-mailgate,--queue,general,--action,correspond,--url,https://rt.example.com,--debug"
Connecting to https://rt.example.com/REST/1.0/NoAuth/mail-gateway at 
/opt/rt3/bin/rt-mailgate line 99, <> chunk 1.
not ok - Could not load a valid user at /opt/rt3/bin/rt-mailgate line 
108, <> chunk 1.
procmail: [30435] Mon Apr 25 09:07:41 2005
procmail: Assigning "LASTFOLDER=/opt/rt3/bin/rt-mailgate --queue general 
--action correspond --url https://rt.example.com --debug"
procmail: Notified comsat: "rt_dispatcher@:/opt/rt3/bin/rt-mailgate 
--queue general --action correspond --url https://rt.example.com --debug"
 From MAILER-DAEMON  Mon Apr 25 09:07:31 2005
  Subject: Undelivered Mail Returned to Sender
   Folder: /opt/rt3/bin/rt-mailgate --queue general --action correspond 
    32382


From prlawrence at Lehigh.EDU  Mon Apr 25 09:15:04 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Mon, 25 Apr 2005 09:15:04 -0400
Subject: [rt-users] mail loop
In-Reply-To: <426CEC11.7030405@lehigh.edu>
References: <426CEC11.7030405@lehigh.edu>
Message-ID: <426CED58.5090706@lehigh.edu>

Phil Lawrence wrote:
> Over the weekend I seem to have built up a 23M procmail log for my test 
> box...  Can anyone help me find the cause/stop this loop?
> 
> Here's a bit of the procmail log:
> ...

Also here's a bit from /var/log/maillog:

Apr 25 09:15:12 localhost postfix/qmgr[2530]: C2532102E5: removed
Apr 25 09:15:13 localhost postfix/pickup[31921]: 1D81B102ED: uid=48 
from=
Apr 25 09:15:13 localhost postfix/cleanup[31805]: 1D81B102ED: 
message-id=<20050425131513.1D81B102ED at localhost.localdomain>
Apr 25 09:15:13 localhost postfix/qmgr[2530]: 1D81B102ED: 
from=, size=34397, nrcpt=1 (queue active)
Apr 25 09:15:13 localhost postfix/local[31806]: 1D81B102ED: 
to=, 
orig_to=, relay=local, delay=0, 
status=bounced (can't create user output file. Command output: procmail: 
Couldn't create "/var/mail/nobody" )
Apr 25 09:15:13 localhost postfix/cleanup[31567]: 34AB1102E5: 
message-id=<20050425131513.34AB1102E5 at localhost.localdomain>
Apr 25 09:15:13 localhost postfix/qmgr[2530]: 34AB1102E5: from=<>, 
size=36453, nrcpt=1 (queue active)
Apr 25 09:15:13 localhost postfix/qmgr[2530]: 1D81B102ED: removed
Apr 25 09:15:13 localhost postfix/local[32417]: 34AB1102E5: 
to=, orig_to=, 
relay=local, delay=0, status=bounced (can't create user output file. 
Command output: procmail: Couldn't create "/var/mail/nobody" )
Apr 25 09:15:13 localhost postfix/qmgr[2530]: 34AB1102E5: removed
Apr 25 09:15:13 localhost postfix/local[30925]: 686E910E72: 
to=, 
orig_to=, relay=local, delay=214045, status=sent 
(delivered to command: /usr/bin/procmail)
Apr 25 09:15:13 localhost postfix/qmgr[2530]: 686E910E72: removed


From bwspolarich at uscar.org  Mon Apr 25 09:41:38 2005
From: bwspolarich at uscar.org (Brian W. Spolarich)
Date: Mon, 25 Apr 2005 09:41:38 -0400
Subject: [rt-users] wiki.bestpractical.com spam problem
Message-ID: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>

rt-users-bounces at lists.bestpractical.com wrote:
> Is there any way to further reduce the amount of spam that is
> ending up in the wiki? 
[...]
> Just tonight I reverted back 12 pages. Is there anything that can be
> done? 

  What about requiring that users who edit pages be logged into the
Wiki?

  -bws	



From prlawrence at Lehigh.EDU  Mon Apr 25 09:47:45 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Mon, 25 Apr 2005 09:47:45 -0400
Subject: [rt-users] mail loop
In-Reply-To: <426CED58.5090706@lehigh.edu>
References: <426CEC11.7030405@lehigh.edu> <426CED58.5090706@lehigh.edu>
Message-ID: <426CF501.7050407@lehigh.edu>

OK, here's an actual message:

 From MAILER-DAEMON  Fri Apr 22 21:08:05 2005
X-Original-To: apache at rt.example.com
Delivered-To: rt_dispatcher at localhost.localdomain
Date: Fri, 22 Apr 2005 21:07:42 -0400 (EDT)
From: MAILER-DAEMON at localhost.localdomain (Mail Delivery System)
Subject: Undelivered Mail Returned to Sender
To: apache at rt.example.com
MIME-Version: 1.0
Content-Type: multipart/report; report-type=delivery-status;
         boundary="CCA10117CB.1114218462/localhost.localdomain"
Content-Transfer-Encoding: 8bit

This is a MIME-encapsulated message.

--CCA10117CB.1114218462/localhost.localdomain
Content-Description: Notification
Content-Type: text/plain

This is the Postfix program at host localhost.localdomain.

I'm sorry to have to inform you that your message could not be
be delivered to one or more recipients. It's attached below.

For further assistance, please send mail to 

If you do so, please include this problem report. You can
delete your own text from the attached returned message.

                         The Postfix program

 (expanded from ): mail for
     rt.example.com loops back to myself

--CCA10117CB.1114218462/localhost.localdomain
Content-Description: Delivery report
Content-Type: message/delivery-status

Reporting-MTA: dns; localhost.localdomain
X-Postfix-Queue-ID: CCA10117CB
X-Postfix-Sender: rfc822; apache at rt.example.com
Arrival-Date: Fri, 22 Apr 2005 15:02:15 -0400 (EDT)
Final-Recipient: rfc822; rt_dispatcher at rt.example.com
Original-Recipient: rfc822; root
Action: failed
Status: 5.0.0
Diagnostic-Code: X-Postfix; mail for rt.example.com loops back to
     myself

--CCA10117CB.1114218462/localhost.localdomain
Content-Description: Undelivered Message
Content-Type: message/rfc822
Content-Transfer-Encoding: 8bit

Received: by rt.example.com (Postfix, from userid 48)
         id CCA10117CB; Fri, 22 Apr 2005 15:02:15 -0400 (EDT)
Content-Type: multipart/mixed; boundary="----------=_1114196535-2809-18087"
Content-Transfer-Encoding: binary
MIME-Version: 1.0
X-Mailer: MIME-tools 5.417 (Entity 5.417)
From: RT_CorrespondAddressNotSet at rt.example.com
To: root at rt.example.com
Subject: Could not load a valid user
X-RT-Loop-Prevention: testesirt
Message-Id: <20050422190215.CCA10117CB at rt.example.com>
Date: Fri, 22 Apr 2005 15:02:15 -0400 (EDT)

This is a multi-part message in MIME format...

------------=_1114196535-2809-18087
Content-Type: text/plain
Content-Disposition: inline
Content-Transfer-Encoding: binary

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email 
(RT_CorrespondAddressNotSet at rt.example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.



------------=_1114196535-2809-18087
Received: by rt.example.com (Postfix, from userid 48) id D5D9310EF6; 
Fri, 22 Apr 2005 09:18:22 -0400 (EDT)
Delivered-To: rt_dispatcher at rt.example.comSubject: Could not load a 
valid user
MIME-Version: 1.0
Return-Path: 
X-Mailer: MIME-tools 5.417 (Entity 5.417)
X-Original-To: root
Date: Fri, 22 Apr 2005 09:18:22 -0400 (EDT)
Message-ID: <20050422131822.D5D9310EF6 at rt.example.com>
Content-Type: multipart/mixed; boundary="----------=_1114175902-2809-9043"
X-RT-Loop-Prevention: testesirt
To: root at rt.example.com
Content-Transfer-Encoding: binary
From: RT_CorrespondAddressNotSet at rt.example.com

This is a multi-part message in MIME format...

------------=_1114175902-2809-9043
content-type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: ascii

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email 
(RT_CorrespondAddressNotSet at rt.example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.



------------=_1114175902-2809-9043
Received: by rt.example.com (Postfix, from userid 48) id DE06710856; 
Fri, 22 Apr 2005 06:33:35 -0400 (EDT)
Delivered-To: rt_dispatcher at rt.example.com
MIME-Version: 1.0
Subject: Could not load a valid user
Return-Path: 
X-Original-To: root
X-Mailer: MIME-tools 5.417 (Entity 5.417)
Date: Fri, 22 Apr 2005 06:33:35 -0400 (EDT)
Content-Type: multipart/mixed; boundary="----------=_1114166015-2809-4521"
Message-ID: <20050422103335.DE06710856 at rt.example.com>
To: root at rt.example.com
X-RT-Loop-Prevention: testesirt
Content-Transfer-Encoding: binary
From: RT_CorrespondAddressNotSet at rt.example.com

This is a multi-part message in MIME format...

------------=_1114166015-2809-4521
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: ascii
X-RT-Original-Encoding: utf-8

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email 
(RT_CorrespondAddressNotSet at rt.example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.



------------=_1114166015-2809-4521
Received: by rt.example.com (Postfix, from userid 48) id 67EE810A8C; 
Fri, 22 Apr 2005 05:14:43 -0400 (EDT)
Delivered-To: rt_dispatcher at rt.example.com
Subject: Could not load a valid user
MIME-Version: 1.0
Return-Path: 
X-Mailer: MIME-tools 5.417 (Entity 5.417)
X-Original-To: RT_CorrespondAddressNotSet at rt.example.com
Date: Fri, 22 Apr 2005 05:14:43 -0400 (EDT)
Message-ID: <20050422091443.67EE810A8C at rt.example.com>
Content-Type: multipart/mixed; boundary="----------=_1114161283-2809-2260"
X-RT-Loop-Prevention: testesirt
To: RT_CorrespondAddressNotSet at rt.example.com
Content-Transfer-Encoding: binary
From: RT_CorrespondAddressNotSet at rt.example.com

This is a multi-part message in MIME format...

------------=_1114161283-2809-2260
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: ascii
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8

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



------------=_1114161283-2809-2260
Received: by rt.example.com (Postfix, from userid 48) id 40DFB106AE; 
Fri, 22 Apr 2005 04:36:57 -0400 (EDT)
Delivered-To: rt_dispatcher at rt.example.com
MIME-Version: 1.0
Subject: Could not load a valid user
Return-Path: 
X-Original-To: root
X-Mailer: MIME-tools 5.417 (Entity 5.417)
Date: Fri, 22 Apr 2005 04:36:57 -0400 (EDT)
Content-Type: multipart/mixed; boundary="----------=_1114159016-2809-1129"
Message-ID: <20050422083657.40DFB106AE at rt.example.com>
To: root at rt.example.com
X-RT-Loop-Prevention: testesirt
Content-Transfer-Encoding: binary
From: RT_CorrespondAddressNotSet at rt.example.com

This is a multi-part message in MIME format...

------------=_1114159016-2809-1129
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: ascii
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email 
(RT_CorrespondAddressNotSet at rt.example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.



------------=_1114159016-2809-1129
Received: by rt.example.com (Postfix, from userid 48) id A149B1073C; 
Fri, 22 Apr 2005 04:18:54 -0400 (EDT)
Delivered-To: rt_dispatcher at rt.example.com
Subject: Could not load a valid user
MIME-Version: 1.0
Return-Path: 
X-Mailer: MIME-tools 5.417 (Entity 5.417)
X-Original-To: RT_CorrespondAddressNotSet at rt.example.com
Date: Fri, 22 Apr 2005 04:18:54 -0400 (EDT)
Message-ID: <20050422081854.A149B1073C at rt.example.com>
Content-Type: multipart/mixed; boundary="----------=_1114157934-2809-564"
X-RT-Loop-Prevention: testesirt
To: RT_CorrespondAddressNotSet at rt.example.com
Content-Transfer-Encoding: binary
From: RT_CorrespondAddressNotSet at rt.example.com

This is a multi-part message in MIME format...

------------=_1114157934-2809-564
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: ascii
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8

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



------------=_1114157934-2809-564
Received: by rt.example.com (Postfix, from userid 48) id EE62710307; 
Fri, 22 Apr 2005 04:10:17 -0400 (EDT)
Delivered-To: rt_dispatcher at rt.example.com
MIME-Version: 1.0
Subject: Could not load a valid user
Return-Path: 
X-Original-To: root
X-Mailer: MIME-tools 5.417 (Entity 5.417)
Date: Fri, 22 Apr 2005 04:10:17 -0400 (EDT)
Content-Type: multipart/mixed; boundary="----------=_1114157417-2809-281"
Message-ID: <20050422081017.EE62710307 at rt.example.com>
To: root at rt.example.com
X-RT-Loop-Prevention: testesirt
Content-Transfer-Encoding: binary
From: RT_CorrespondAddressNotSet at rt.example.com

This is a multi-part message in MIME format...

------------=_1114157417-2809-281
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: ascii
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email 
(RT_CorrespondAddressNotSet at rt.example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general.



------------=_1114157417-2809-281
Received: by rt.example.com (Postfix, from userid 48) id B3FEE10330; 
Fri, 22 Apr 2005 04:05:59 -0400 (EDT)
Delivered-To: rt_dispatcher at rt.example.com
Subject: Could not load a valid user
MIME-Version: 1.0
Return-Path: 
X-Mailer: MIME-tools 5.417 (Entity 5.417)
X-Original-To: RT_CorrespondAddressNotSet at rt.example.com
Date: Fri, 22 Apr 2005 04:05:59 -0400 (EDT)
Message-ID: <20050422080559.B3FEE10330 at rt.example.com>
Content-Type: multipart/mixed; boundary="----------=_1114157159-2809-140"
X-RT-Loop-Prevention: testesirt
To: RT_CorrespondAddressNotSet at rt.example.com
Content-Transfer-Encoding: binary
From: RT_CorrespondAddressNotSet at rt.example.com

This is a multi-part message in MIME format...




From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 25 09:53:34 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 25 Apr 2005 09:53:34 -0400
Subject: [rt-users] mail loop
In-Reply-To: <426CF501.7050407@lehigh.edu>
References: <426CEC11.7030405@lehigh.edu> <426CED58.5090706@lehigh.edu>
	<426CF501.7050407@lehigh.edu>
Message-ID: <426CF65E.9050909@ucrwcu.rwc.uc.edu>

Did you do anything to the config files?  This looks like you are trying 
to use an installation that you haven't finished setting up.

DB


Phil Lawrence wrote:

> OK, here's an actual message:
>
> From MAILER-DAEMON  Fri Apr 22 21:08:05 2005
> X-Original-To: apache at rt.example.com
> Delivered-To: rt_dispatcher at localhost.localdomain
> Date: Fri, 22 Apr 2005 21:07:42 -0400 (EDT)
> From: MAILER-DAEMON at localhost.localdomain (Mail Delivery System)
> Subject: Undelivered Mail Returned to Sender
> To: apache at rt.example.com
> MIME-Version: 1.0
> Content-Type: multipart/report; report-type=delivery-status;
>         boundary="CCA10117CB.1114218462/localhost.localdomain"
> Content-Transfer-Encoding: 8bit
>
> This is a MIME-encapsulated message.
>
> --CCA10117CB.1114218462/localhost.localdomain
> Content-Description: Notification
> Content-Type: text/plain
>
> This is the Postfix program at host localhost.localdomain.
>
> I'm sorry to have to inform you that your message could not be
> be delivered to one or more recipients. It's attached below.
>
> For further assistance, please send mail to 
>
> If you do so, please include this problem report. You can
> delete your own text from the attached returned message.
>
>                         The Postfix program
>
>  (expanded from ): mail for
>     rt.example.com loops back to myself
>
> --CCA10117CB.1114218462/localhost.localdomain
> Content-Description: Delivery report
> Content-Type: message/delivery-status
>
> Reporting-MTA: dns; localhost.localdomain
> X-Postfix-Queue-ID: CCA10117CB
> X-Postfix-Sender: rfc822; apache at rt.example.com
> Arrival-Date: Fri, 22 Apr 2005 15:02:15 -0400 (EDT)
> Final-Recipient: rfc822; rt_dispatcher at rt.example.com
> Original-Recipient: rfc822; root
> Action: failed
> Status: 5.0.0
> Diagnostic-Code: X-Postfix; mail for rt.example.com loops back to
>     myself
>
> --CCA10117CB.1114218462/localhost.localdomain
> Content-Description: Undelivered Message
> Content-Type: message/rfc822
> Content-Transfer-Encoding: 8bit
>
> Received: by rt.example.com (Postfix, from userid 48)
>         id CCA10117CB; Fri, 22 Apr 2005 15:02:15 -0400 (EDT)
> Content-Type: multipart/mixed; 
> boundary="----------=_1114196535-2809-18087"
> Content-Transfer-Encoding: binary
> MIME-Version: 1.0
> X-Mailer: MIME-tools 5.417 (Entity 5.417)
> From: RT_CorrespondAddressNotSet at rt.example.com
> To: root at rt.example.com
> Subject: Could not load a valid user
> X-RT-Loop-Prevention: testesirt
> Message-Id: <20050422190215.CCA10117CB at rt.example.com>
> Date: Fri, 22 Apr 2005 15:02:15 -0400 (EDT)
>
> This is a multi-part message in MIME format...
>
> ------------=_1114196535-2809-18087
> Content-Type: text/plain
> Content-Disposition: inline
> Content-Transfer-Encoding: binary
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email 
> (RT_CorrespondAddressNotSet at rt.example.com).
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue general.
>
>
>
> ------------=_1114196535-2809-18087
> Received: by rt.example.com (Postfix, from userid 48) id D5D9310EF6; 
> Fri, 22 Apr 2005 09:18:22 -0400 (EDT)
> Delivered-To: rt_dispatcher at rt.example.comSubject: Could not load a 
> valid user
> MIME-Version: 1.0
> Return-Path: 
> X-Mailer: MIME-tools 5.417 (Entity 5.417)
> X-Original-To: root
> Date: Fri, 22 Apr 2005 09:18:22 -0400 (EDT)
> Message-ID: <20050422131822.D5D9310EF6 at rt.example.com>
> Content-Type: multipart/mixed; 
> boundary="----------=_1114175902-2809-9043"
> X-RT-Loop-Prevention: testesirt
> To: root at rt.example.com
> Content-Transfer-Encoding: binary
> From: RT_CorrespondAddressNotSet at rt.example.com
>
> This is a multi-part message in MIME format...
>
> ------------=_1114175902-2809-9043
> content-type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: binary
> X-RT-Original-Encoding: ascii
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email 
> (RT_CorrespondAddressNotSet at rt.example.com).
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue general.
>
>
>
> ------------=_1114175902-2809-9043
> Received: by rt.example.com (Postfix, from userid 48) id DE06710856; 
> Fri, 22 Apr 2005 06:33:35 -0400 (EDT)
> Delivered-To: rt_dispatcher at rt.example.com
> MIME-Version: 1.0
> Subject: Could not load a valid user
> Return-Path: 
> X-Original-To: root
> X-Mailer: MIME-tools 5.417 (Entity 5.417)
> Date: Fri, 22 Apr 2005 06:33:35 -0400 (EDT)
> Content-Type: multipart/mixed; 
> boundary="----------=_1114166015-2809-4521"
> Message-ID: <20050422103335.DE06710856 at rt.example.com>
> To: root at rt.example.com
> X-RT-Loop-Prevention: testesirt
> Content-Transfer-Encoding: binary
> From: RT_CorrespondAddressNotSet at rt.example.com
>
> This is a multi-part message in MIME format...
>
> ------------=_1114166015-2809-4521
> Content-Type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: binary
> X-RT-Original-Encoding: ascii
> X-RT-Original-Encoding: utf-8
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email 
> (RT_CorrespondAddressNotSet at rt.example.com).
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue general.
>
>
>
> ------------=_1114166015-2809-4521
> Received: by rt.example.com (Postfix, from userid 48) id 67EE810A8C; 
> Fri, 22 Apr 2005 05:14:43 -0400 (EDT)
> Delivered-To: rt_dispatcher at rt.example.com
> Subject: Could not load a valid user
> MIME-Version: 1.0
> Return-Path: 
> X-Mailer: MIME-tools 5.417 (Entity 5.417)
> X-Original-To: RT_CorrespondAddressNotSet at rt.example.com
> Date: Fri, 22 Apr 2005 05:14:43 -0400 (EDT)
> Message-ID: <20050422091443.67EE810A8C at rt.example.com>
> Content-Type: multipart/mixed; 
> boundary="----------=_1114161283-2809-2260"
> X-RT-Loop-Prevention: testesirt
> To: RT_CorrespondAddressNotSet at rt.example.com
> Content-Transfer-Encoding: binary
> From: RT_CorrespondAddressNotSet at rt.example.com
>
> This is a multi-part message in MIME format...
>
> ------------=_1114161283-2809-2260
> Content-Type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: binary
> X-RT-Original-Encoding: ascii
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email.
>
>
>
> ------------=_1114161283-2809-2260
> Received: by rt.example.com (Postfix, from userid 48) id 40DFB106AE; 
> Fri, 22 Apr 2005 04:36:57 -0400 (EDT)
> Delivered-To: rt_dispatcher at rt.example.com
> MIME-Version: 1.0
> Subject: Could not load a valid user
> Return-Path: 
> X-Original-To: root
> X-Mailer: MIME-tools 5.417 (Entity 5.417)
> Date: Fri, 22 Apr 2005 04:36:57 -0400 (EDT)
> Content-Type: multipart/mixed; 
> boundary="----------=_1114159016-2809-1129"
> Message-ID: <20050422083657.40DFB106AE at rt.example.com>
> To: root at rt.example.com
> X-RT-Loop-Prevention: testesirt
> Content-Transfer-Encoding: binary
> From: RT_CorrespondAddressNotSet at rt.example.com
>
> This is a multi-part message in MIME format...
>
> ------------=_1114159016-2809-1129
> Content-Type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: binary
> X-RT-Original-Encoding: ascii
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email 
> (RT_CorrespondAddressNotSet at rt.example.com).
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue general.
>
>
>
> ------------=_1114159016-2809-1129
> Received: by rt.example.com (Postfix, from userid 48) id A149B1073C; 
> Fri, 22 Apr 2005 04:18:54 -0400 (EDT)
> Delivered-To: rt_dispatcher at rt.example.com
> Subject: Could not load a valid user
> MIME-Version: 1.0
> Return-Path: 
> X-Mailer: MIME-tools 5.417 (Entity 5.417)
> X-Original-To: RT_CorrespondAddressNotSet at rt.example.com
> Date: Fri, 22 Apr 2005 04:18:54 -0400 (EDT)
> Message-ID: <20050422081854.A149B1073C at rt.example.com>
> Content-Type: multipart/mixed; boundary="----------=_1114157934-2809-564"
> X-RT-Loop-Prevention: testesirt
> To: RT_CorrespondAddressNotSet at rt.example.com
> Content-Transfer-Encoding: binary
> From: RT_CorrespondAddressNotSet at rt.example.com
>
> This is a multi-part message in MIME format...
>
> ------------=_1114157934-2809-564
> Content-Type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: binary
> X-RT-Original-Encoding: ascii
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email.
>
>
>
> ------------=_1114157934-2809-564
> Received: by rt.example.com (Postfix, from userid 48) id EE62710307; 
> Fri, 22 Apr 2005 04:10:17 -0400 (EDT)
> Delivered-To: rt_dispatcher at rt.example.com
> MIME-Version: 1.0
> Subject: Could not load a valid user
> Return-Path: 
> X-Original-To: root
> X-Mailer: MIME-tools 5.417 (Entity 5.417)
> Date: Fri, 22 Apr 2005 04:10:17 -0400 (EDT)
> Content-Type: multipart/mixed; boundary="----------=_1114157417-2809-281"
> Message-ID: <20050422081017.EE62710307 at rt.example.com>
> To: root at rt.example.com
> X-RT-Loop-Prevention: testesirt
> Content-Transfer-Encoding: binary
> From: RT_CorrespondAddressNotSet at rt.example.com
>
> This is a multi-part message in MIME format...
>
> ------------=_1114157417-2809-281
> Content-Type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: binary
> X-RT-Original-Encoding: ascii
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
> X-RT-Original-Encoding: utf-8
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email 
> (RT_CorrespondAddressNotSet at rt.example.com).
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue general.
>
>
>
> ------------=_1114157417-2809-281
> Received: by rt.example.com (Postfix, from userid 48) id B3FEE10330; 
> Fri, 22 Apr 2005 04:05:59 -0400 (EDT)
> Delivered-To: rt_dispatcher at rt.example.com
> Subject: Could not load a valid user
> MIME-Version: 1.0
> Return-Path: 
> X-Mailer: MIME-tools 5.417 (Entity 5.417)
> X-Original-To: RT_CorrespondAddressNotSet at rt.example.com
> Date: Fri, 22 Apr 2005 04:05:59 -0400 (EDT)
> Message-ID: <20050422080559.B3FEE10330 at rt.example.com>
> Content-Type: multipart/mixed; boundary="----------=_1114157159-2809-140"
> X-RT-Loop-Prevention: testesirt
> To: RT_CorrespondAddressNotSet at rt.example.com
> Content-Transfer-Encoding: binary
> From: RT_CorrespondAddressNotSet at rt.example.com
>
> This is a multi-part message in MIME format...
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From jra at baylink.com  Mon Apr 25 10:03:15 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 25 Apr 2005 10:03:15 -0400
Subject: [rt-users] mail loop
In-Reply-To: <426CF501.7050407@lehigh.edu>;
	from Phil Lawrence  on Mon, Apr 25, 2005
	at 09:47:45AM -0400
References: <426CEC11.7030405@lehigh.edu> <426CED58.5090706@lehigh.edu>
	<426CF501.7050407@lehigh.edu>
Message-ID: <20050425100315.A27756@cgi.jachomes.com>

On Mon, Apr 25, 2005 at 09:47:45AM -0400, Phil Lawrence wrote:
>  (expanded from ): mail for
>      rt.example.com loops back to myself

That's an MX collision, I think.  Google for "loops back to myself",
and see what you get.  You're trying to feed root's mail into RT?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From prlawrence at Lehigh.EDU  Mon Apr 25 10:03:50 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Mon, 25 Apr 2005 10:03:50 -0400
Subject: [rt-users] mail loop
In-Reply-To: <426CF65E.9050909@ucrwcu.rwc.uc.edu>
References: <426CEC11.7030405@lehigh.edu>
	<426CED58.5090706@lehigh.edu>	<426CF501.7050407@lehigh.edu>
	<426CF65E.9050909@ucrwcu.rwc.uc.edu>
Message-ID: <426CF8C6.5070107@lehigh.edu>

Drew Barnes wrote:
> Did you do anything to the config files?  This looks like you are trying 
> to use an installation that you haven't finished setting up.

I think this started because I forgot to give CreateTicket to 'Everyone' 
before sending a test email.

So RT replied you can't create a ticket, but somehow that looped back to 
itself, and began to build a monster loop.

Now I have granted create ticket to 'Everyone', and lots of tickets are 
being created by MAILER-DAEMON.

But I don't want 'Everyone' to be able to create tickets, only Users I 
set up.

Phil


From cmap_sec at yahoo.co.uk  Mon Apr 25 10:08:43 2005
From: cmap_sec at yahoo.co.uk (Elaine .)
Date: Mon, 25 Apr 2005 15:08:43 +0100 (BST)
Subject: [rt-users] mail loops on bounces
Message-ID: <20050425140843.47037.qmail@web25704.mail.ukl.yahoo.com>

hi
I have a problem with rt 3.2.2 where when an email
address on a ticket is incorrect, it goes to the other
server, then bounces back to rt which updates the
ticket to all including the bounce address, and i'm
stuck in this loop...
How do I fix this ; its not the queue address itself,
it would happen with any made up address at ourdomain.com
Elaine

Send instant messages to your online friends http://uk.messenger.yahoo.com 


From Joseph_Micciche at Progressive.com  Mon Apr 25 10:23:49 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Mon, 25 Apr 2005 10:23:49 -0400
Subject: [rt-users] Including Attachment on owner change?
In-Reply-To: <42690008.50103@miet.ru>
Message-ID: 

> AFAIU ticket owners have no access to WebUI and you want send(forward)
> them history of the ticket with all attachments.

You are exactly right, Ruslan.

> AFAIK nobody have published solution(action) that sends _full_ history
> to user.

So it seems that my only solution would be to create a custom template and
scrip that would email only the owner and only if an attachment was
included. We can live with a duplicate email to the owner vs manual
intervention to get them the attachment.

Any help would be appreciated.

joe



From rmreis at cpqd.com.br  Mon Apr 25 11:02:50 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Mon, 25 Apr 2005 12:02:50 -0300
Subject: [rt-users] Changing the size of Status Field
Message-ID: 

Hello All,

I'm get crazy to find out where status size is seted. I already changed the size of status column in Ticket's Table (from varchar(10) to varchar(15)) but keep showing an error message (Illegal value for Status). I created some status (@ActiveStatus in RT_Config.pm) and one of them has 13 words. What I have to do??? I already changed the database table Tickets, but it's seems a programming restriction (but where?! Maybe Record.pm?!).

Thank's ALL!!!

Regards.

Rodolfo de Moraes Reis
Diretoria de Solu??es de
Intelig?ncia de Neg?cios
CPqD Telecom & IT Solutions
Tel.: +55 19 3705-5986 
Fax: +55 19 3705-6786
rmreis at cpqd.com.br
www.cpqd.com.br




From jesse at bestpractical.com  Mon Apr 25 11:07:47 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 25 Apr 2005 11:07:47 -0400
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>
Message-ID: <20050425150747.GQ22996@bestpractical.com>




On Mon, Apr 25, 2005 at 09:41:38AM -0400, Brian W. Spolarich wrote:
> > Is there any way to further reduce the amount of spam that is
> > ending up in the wiki? 
> [...]
> > Just tonight I reverted back 12 pages. Is there anything that can be
> > done? 
> 
>   What about requiring that users who edit pages be logged into the
> Wiki?

It won't help. Our spammers are actual humans. They ddn't slow down when
we tried Captcha "security images"

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

-- 


From bc-rt at vicious.dropbear.id.au  Mon Apr 25 11:19:03 2005
From: bc-rt at vicious.dropbear.id.au (Bruce Campbell)
Date: Tue, 26 Apr 2005 01:19:03 +1000 (EST)
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <20050425150747.GQ22996@bestpractical.com>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>
	<20050425150747.GQ22996@bestpractical.com>
Message-ID: <20050426011703.P2356@zinarktei.zerlargal.org>

On Mon, 25 Apr 2005, Jesse Vincent wrote:

> On Mon, Apr 25, 2005 at 09:41:38AM -0400, Brian W. Spolarich wrote:
> > > Is there any way to further reduce the amount of spam that is
> > > ending up in the wiki?
> > [...]
> > > Just tonight I reverted back 12 pages. Is there anything that can be
> > > done?
> >
> >   What about requiring that users who edit pages be logged into the
> > Wiki?
>
> It won't help. Our spammers are actual humans. They ddn't slow down when
> we tried Captcha "security images"

In most Wikis, you can restrict edits to a set of 'known' users.  Addition
to this set of users is done on a vouching system.  This cuts most
update'n'run spams, but not the bad apples.

--==--
Bruce.


From bwspolarich at uscar.org  Mon Apr 25 11:24:47 2005
From: bwspolarich at uscar.org (Brian W. Spolarich)
Date: Mon, 25 Apr 2005 11:24:47 -0400
Subject: [rt-users] wiki.bestpractical.com spam problem
Message-ID: <3AF76382C31760418AF0FBFD84F7140302177C5B@MI8NYCMAIL07.Mi8.com>

Jesse Vincent wrote:
>>   What about requiring that users who edit pages be logged into the
>> Wiki?
> 
> It won't help. Our spammers are actual humans. They ddn't
> slow down when we tried Captcha "security images"

  That's the last time I'll try to suggest something reasonable about
spam.  Do people have nothing better to do w/ their time?

  What about the Nuclear Option?  :-)

  -brian



From jesse at bestpractical.com  Mon Apr 25 11:37:26 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 25 Apr 2005 11:37:26 -0400
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <20050426011703.P2356@zinarktei.zerlargal.org>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>
	<20050425150747.GQ22996@bestpractical.com>
	<20050426011703.P2356@zinarktei.zerlargal.org>
Message-ID: <20050425153726.GT22996@bestpractical.com>


> In most Wikis, you can restrict edits to a set of 'known' users.  Addition
> to this set of users is done on a vouching system.  This cuts most
> update'n'run spams, but not the bad apples.

Though that means stopping the casual users from updating things. Which
has, to now, been a huge boon for the wiki.

> --==--
> Bruce.
> 

-- 


From jesse at bestpractical.com  Mon Apr 25 12:34:31 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 25 Apr 2005 12:34:31 -0400
Subject: [rt-users] Composed characters in email are not encoded
In-Reply-To: <20050424212123.GB20655@sources.org>
References: <20050424212123.GB20655@sources.org>
Message-ID: <20050425163431.GX22996@bestpractical.com>




On Sun, Apr 24, 2005 at 11:21:23PM +0200, Stephane Bortzmeyer wrote:
> RT does not encode (RFC 1522) the composed characters in the header of
> the email it sends:
> 
> Subject: [CODEV-NIC #80] Gestion des termes interdits et r??serv??s 
> 
> Amavis complains (and rightly so):
> 
> X-Amavis-Alert: BAD HEADER Non-encoded 8-bit data (char C3 hex) in message header 'Subject'
> 	Subject: ...] Gestion des termes interdits et r\303\251serv\303\251s \n
> 	^

Hm. I thought there was code specifically to deal with that. A patch
would be appreciated.


> 
> SpamAssassin thinks it's probably spam:
> 
> X-Spam-Report: 
> 	*  2.4 TO_HAS_SPACES To: address contains spaces
> 	*  2.7 SUBJ_ILLEGAL_CHARS Subject contains too many raw illegal characters
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From dle at sympatico.ca  Mon Apr 25 12:59:44 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Mon, 25 Apr 2005 12:59:44 -0400
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <20050425153726.GT22996@bestpractical.com>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>
	<20050425150747.GQ22996@bestpractical.com>
	<20050426011703.P2356@zinarktei.zerlargal.org>
	<20050425153726.GT22996@bestpractical.com>
Message-ID: <20050425165944.GR11206@sympatico.ca>

* Jesse Vincent [2005-04-25T11:37-0400]:
> 
> > In most Wikis, you can restrict edits to a set of 'known' users.  Addition
> > to this set of users is done on a vouching system.  This cuts most
> > update'n'run spams, but not the bad apples.
> 
> Though that means stopping the casual users from updating things. Which
> has, to now, been a huge boon for the wiki.

Is there a way to allow more users to perform rollbacks?  I expect
many or most of the wiki's regular readers would do this whenever they
found a defiled page.

Dave.
-- 
Dave Edwards 
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
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From bestpractical at daley.snurgle.org  Mon Apr 25 13:01:25 2005
From: bestpractical at daley.snurgle.org (Jon Daley)
Date: Mon, 25 Apr 2005 13:01:25 -0400 (EDT)
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <20050425165944.GR11206@sympatico.ca>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>
	<20050425150747.GQ22996@bestpractical.com>
	<20050426011703.P2356@zinarktei.zerlargal.org>
	<20050425153726.GT22996@bestpractical.com>
	<20050425165944.GR11206@sympatico.ca>
Message-ID: 

On Mon, 25 Apr 2005, Dave Edwards wrote:
> Is there a way to allow more users to perform rollbacks?  I expect
> many or most of the wiki's regular readers would do this whenever they
> found a defiled page.

 	I am not sure what you mean - anyone can perform a rollback.  And, 
someone posted instructions recently on this list.


From joby at u.washington.edu  Mon Apr 25 13:02:10 2005
From: joby at u.washington.edu (Joby Walker)
Date: Mon, 25 Apr 2005 10:02:10 -0700
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <20050425165944.GR11206@sympatico.ca>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>	<20050425150747.GQ22996@bestpractical.com>	<20050426011703.P2356@zinarktei.zerlargal.org>	<20050425153726.GT22996@bestpractical.com>
	<20050425165944.GR11206@sympatico.ca>
Message-ID: <426D2292.3090805@u.washington.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Everyone is already able to rollback pages.  It is usually just (from
memory):

1) click "Previous"
2) click "Edit"
3) click "Save"

jbw

Dave Edwards wrote:
> * Jesse Vincent [2005-04-25T11:37-0400]:
> 
>>>In most Wikis, you can restrict edits to a set of 'known' users.  Addition
>>>to this set of users is done on a vouching system.  This cuts most
>>>update'n'run spams, but not the bad apples.
>>
>>Though that means stopping the casual users from updating things. Which
>>has, to now, been a huge boon for the wiki.
> 
> 
> Is there a way to allow more users to perform rollbacks?  I expect
> many or most of the wiki's regular readers would do this whenever they
> found a defiled page.
> 
> Dave.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
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From spiv007 at gmail.com  Mon Apr 25 13:09:28 2005
From: spiv007 at gmail.com (spiv007)
Date: Mon, 25 Apr 2005 13:09:28 -0400
Subject: [rt-users] fetchmail
Message-ID: 

Has anyone us rt with fetchmail before?  I'm on a network were i can
not have mail relayed to my box, so I will need to fetch the mail from
our exchange server back to my box then inject the mail into a ticket.
 Anyone has an ideal on how i can get this done?


From jra at baylink.com  Mon Apr 25 13:25:41 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 25 Apr 2005 13:25:41 -0400
Subject: [rt-users] Changing the size of Status Field
In-Reply-To: ;
	from Rodolfo de Moraes Reis  on Mon, Apr 25, 2005
	at 12:02:50PM -0300
References: 
Message-ID: <20050425132541.C28073@cgi.jachomes.com>

On Mon, Apr 25, 2005 at 12:02:50PM -0300, Rodolfo de Moraes Reis wrote:
> I'm get crazy to find out where status size is seted. I already
> changed the size of status column in Ticket's Table (from varchar(10)
> to varchar(15)) but keep showing an error message (Illegal value for
> Status). I created some status (@ActiveStatus in RT_Config.pm) and
> one of them has 13 words. What I have to do??? I already changed the
> database table Tickets, but it's seems a programming restriction (but
> where?! Maybe Record.pm?!).

You probably won't want to hear this, but my suggestion would be "find
a way not to have to have a 13 word status tag."  One or two words is a
reasonable maximum.

Your staff isn't going to be able to *talk* about tickets in that
status without abbreviating it anyway, so figure out what they would
abbreviate it *to*, and use that.

If you can't, then perhaps you're trying to use the status field for
something for which it wasn't intended, and you should use a custom
field?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From jra at baylink.com  Mon Apr 25 13:27:20 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 25 Apr 2005 13:27:20 -0400
Subject: [rt-users] fetchmail
In-Reply-To: ;
	from spiv007  on Mon, Apr 25, 2005 at
	01:09:28PM -0400
References: 
Message-ID: <20050425132720.D28073@cgi.jachomes.com>

On Mon, Apr 25, 2005 at 01:09:28PM -0400, spiv007 wrote:
> Has anyone us rt with fetchmail before?  I'm on a network were i can
> not have mail relayed to my box, so I will need to fetch the mail from
> our exchange server back to my box then inject the mail into a ticket.
>  Anyone has an ideal on how i can get this done?

Since fetchmail injects mail into the local daemon, your problems will
likely mostly be figuring out what to call the machine, and what to
tell RT it's called; these are similar to situations where mail is
forwarded from a gateway to an RT box (though not, I think, exactly
identical).

Is there anything on the wiki about this?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From ennis at mail.twcgb.net  Mon Apr 25 13:31:09 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Mon, 25 Apr 2005 12:31:09 -0500 (CDT)
Subject: [rt-users] how to set a tickets field via email ???
Message-ID: <200504251731.j3PHV9101056@mail.twcgb.net>

RT version 3.4.1
OS : Fedora Core 3
DB: MySQ: 4.1.x

I have created a web page to create requests for data center outages. 

The web page gathers information, sends the info to RT via an email, and RT 
creates a new ticket for the outage request.

What I would like to do is set certain RT ticket fields based opon input from 
the web page.

That is, I would like to set the date and time of the outage, it's length, and 
some other ticket fields gathered from the web page.

Does anybody know how to do this via an email to RT?


Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis at Mail.TWCGB.NET



From rmreis at cpqd.com.br  Mon Apr 25 13:34:00 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Mon, 25 Apr 2005 14:34:00 -0300
Subject: RES: [rt-users] Changing the size of Status Field
Message-ID: 

Ok... I agree... But my customer doesn't have the same idea :) ... Anyway, is it possible to change the size of Status field or there is a "routine that lock" this kind of change?!

Thank's in advance...

Rodolfo.

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Jay R.
Ashworth
Enviada em: segunda-feira, 25 de abril de 2005 14:26
Para: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Changing the size of Status Field


On Mon, Apr 25, 2005 at 12:02:50PM -0300, Rodolfo de Moraes Reis wrote:
> I'm get crazy to find out where status size is seted. I already
> changed the size of status column in Ticket's Table (from varchar(10)
> to varchar(15)) but keep showing an error message (Illegal value for
> Status). I created some status (@ActiveStatus in RT_Config.pm) and
> one of them has 13 words. What I have to do??? I already changed the
> database table Tickets, but it's seems a programming restriction (but
> where?! Maybe Record.pm?!).

You probably won't want to hear this, but my suggestion would be "find
a way not to have to have a 13 word status tag."  One or two words is a
reasonable maximum.

Your staff isn't going to be able to *talk* about tickets in that
status without abbreviating it anyway, so figure out what they would
abbreviate it *to*, and use that.

If you can't, then perhaps you're trying to use the status field for
something for which it wasn't intended, and you should use a custom
field?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


From rkagan at yorku.ca  Mon Apr 25 13:20:39 2005
From: rkagan at yorku.ca (Ramon Kagan)
Date: Mon, 25 Apr 2005 13:20:39 -0400 (EDT)
Subject: [rt-users] fetchmail
In-Reply-To: 
References: 
Message-ID: 

Not that I've done this but...

I would setup my fetchmail as usual... then pipe the emails one at a time
to rt-mailgate directly from the command line.  Check the list in the
past, I posted something about running rt-mailgate from the command line.

I would create two accounts per queue (correspond/comment), otherwise
you're going to have to collate the mail and that gets significantly
harder.

Good Luck,

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Mon, 25 Apr 2005, spiv007 wrote:

> Has anyone us rt with fetchmail before?  I'm on a network were i can
> not have mail relayed to my box, so I will need to fetch the mail from
> our exchange server back to my box then inject the mail into a ticket.
>  Anyone has an ideal on how i can get this done?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>


From dle at sympatico.ca  Mon Apr 25 14:04:59 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Mon, 25 Apr 2005 14:04:59 -0400
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <426D2292.3090805@u.washington.edu>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>
	<20050425150747.GQ22996@bestpractical.com>
	<20050426011703.P2356@zinarktei.zerlargal.org>
	<20050425153726.GT22996@bestpractical.com>
	<20050425165944.GR11206@sympatico.ca>
	<426D2292.3090805@u.washington.edu>
Message-ID: <20050425180459.GT11206@sympatico.ca>

* Joby Walker [2005-04-25T10:02-0700]:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Everyone is already able to rollback pages.  It is usually just (from
> memory):
> 
> 1) click "Previous"
> 2) click "Edit"
> 3) click "Save"

Thanks.

Dave.
-- 
Dave Edwards 
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
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From phil.labonte at transcore.com  Mon Apr 25 14:14:19 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Mon, 25 Apr 2005 14:14:19 -0400
Subject: [rt-users] fetchmail
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315012ABFF3@torex1.tcore.com>

This is how my setup is done:

This is my aliases entries:
rt:         "|rt-mailgate --queue general --action correspond --url
http://10.64.87.248/"
rt-comment: "|rt-mailgate --queue general --action comment --url
http://10.64.87.248/"

In my root directory I have put a .fetchmailrc file which contains this:
poll mail.mailserver.ca with proto POP3 timeout 200 user 'rt' password
'password' is 'rt at localhost' here

So in my case the users email rt at mailserver.ca (for example), and I run
fetchamil as a deamon and get my email direct to RT on the localhost

And then to have fetchmail check email every two minutes I run this as
root (since the .fetchmailrc is under root's account)

fetchmail --daemon 120

So every two minutes this is run.

If you want this to be around after a reboot you can enter it in
rc.local

Works great.

Phil


-----Original Message-----
From: Ramon Kagan [mailto:rkagan at yorku.ca] 
Sent: Monday, April 25, 2005 1:21 PM
To: spiv007
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] fetchmail

Not that I've done this but...

I would setup my fetchmail as usual... then pipe the emails one at a
time
to rt-mailgate directly from the command line.  Check the list in the
past, I posted something about running rt-mailgate from the command
line.

I would create two accounts per queue (correspond/comment), otherwise
you're going to have to collate the mail and that gets significantly
harder.

Good Luck,

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------
------------------------------------
I have not failed.  I have just	       I don't know the secret to
success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------
------------------------------------

On Mon, 25 Apr 2005, spiv007 wrote:

> Has anyone us rt with fetchmail before?  I'm on a network were i can
> not have mail relayed to my box, so I will need to fetch the mail from
> our exchange server back to my box then inject the mail into a ticket.
>  Anyone has an ideal on how i can get this done?
> _______________________________________________
> 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 phil.labonte at transcore.com  Mon Apr 25 14:12:38 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Mon, 25 Apr 2005 14:12:38 -0400
Subject: [rt-users] fetchmail
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A3A1@torex1.tcore.com>

This is how my setup is done:

This is my aliases entries:
rt:         "|rt-mailgate --queue general --action correspond --url
http://10.64.87.248/"
rt-comment: "|rt-mailgate --queue general --action comment --url
http://10.64.87.248/"

In my root directory I have put a .fetchmailrc file which contains this:
poll mail.mailserver.ca with proto POP3 timeout 200 user 'rt' password
'password' is 'rt at localhost' here

So in my case the users email rt at mailserver.ca (for example), and I run
fetchamil as a deamon and get my email direct to RT on the localhost

And then to have fetchmail check email every two minutes I run this as
root (since the .fetchmailrc is under root's account)

fetchmail --daemon 120

So every two minutes this is run.

If you want this to be around after a reboot you can enter it in
rc.local

Works great.

Phil


-----Original Message-----
From: Ramon Kagan [mailto:rkagan at yorku.ca] 
Sent: Monday, April 25, 2005 1:21 PM
To: spiv007
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] fetchmail

Not that I've done this but...

I would setup my fetchmail as usual... then pipe the emails one at a
time
to rt-mailgate directly from the command line.  Check the list in the
past, I posted something about running rt-mailgate from the command
line.

I would create two accounts per queue (correspond/comment), otherwise
you're going to have to collate the mail and that gets significantly
harder.

Good Luck,

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------
------------------------------------
I have not failed.  I have just	       I don't know the secret to
success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------
------------------------------------

On Mon, 25 Apr 2005, spiv007 wrote:

> Has anyone us rt with fetchmail before?  I'm on a network were i can
> not have mail relayed to my box, so I will need to fetch the mail from
> our exchange server back to my box then inject the mail into a ticket.
>  Anyone has an ideal on how i can get this done?
> _______________________________________________
> 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 Jan-Frode.Myklebust at bccs.uib.no  Mon Apr 25 14:07:14 2005
From: Jan-Frode.Myklebust at bccs.uib.no (Jan-Frode Myklebust)
Date: Mon, 25 Apr 2005 20:07:14 +0200
Subject: [rt-users] fetchmail
In-Reply-To: 
References: 
Message-ID: <20050425180714.GB15124@ii.uib.no>

On Mon, Apr 25, 2005 at 01:09:28PM -0400, spiv007 wrote:
> Has anyone us rt with fetchmail before?  

Yes.

I use this .fetchmailrc:

set daemon 600
poll mail.ii.uib.no protocol imap user rt with password illnevertell ssl idle mda '/usr/bin/procmail -m /export/home/rt/rt-home/.procmailrc'

and the following .procmailrc to select which queue to route the
messages to:

############################################
PATH=$HOME/bin:/usr/bin:/usr/ucb:/bin:/usr/local/bin:/localnet/bin:.
PATH=/export/home/rt/perl/bin/:/export/home/rt/rt/bin/:/bin:/usr/bin
MAILDIR=$HOME/Mail      # You'd better make sure it exists
DEFAULT=$MAILDIR/inbox/
LOGFILE=$HOME/.maillog
LOCKFILE=$HOME/.lockmail

:0 c
* ^TO.trouble at ii.uib.no
|rt-mailgate --queue trouble --action correspond --url http://support.bccs.no/
 
:0 c
* ^TO.trouble-comment at ii.uib.no
|rt-mailgate --queue trouble --action comment --url http://support.bccs.no/

# Save a copy of all tickets just in case something should fail:
:0 
$MAILDIR/inbox/
############################################

Works perfectly fine for us.


  -jf


From sbw at tapestry.tucson.az.us  Mon Apr 25 14:18:50 2005
From: sbw at tapestry.tucson.az.us (Steve Wampler)
Date: Mon, 25 Apr 2005 11:18:50 -0700
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <20050425180459.GT11206@sympatico.ca>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>	<20050425150747.GQ22996@bestpractical.com>	<20050426011703.P2356@zinarktei.zerlargal.org>	<20050425153726.GT22996@bestpractical.com>	<20050425165944.GR11206@sympatico.ca>	<426D2292.3090805@u.washington.edu>
	<20050425180459.GT11206@sympatico.ca>
Message-ID: <426D348A.3030307@tapestry.tucson.az.us>

Dave Edwards wrote:
> * Joby Walker [2005-04-25T10:02-0700]:
> 
>>-----BEGIN PGP SIGNED MESSAGE-----
>>Hash: SHA1
>>
>>Everyone is already able to rollback pages.  It is usually just (from
>>memory):
>>
>>1) click "Previous"
>>2) click "Edit"
>>3) click "Save"
> 

Hmmm, out of curiousity, what's to prevent a spammer from rolling
*all the way back*, then introducing a new spammed page?  Does that
branch in RCS or are all the original changes lost?

Thanks,
Steve
--
Steve Wampler     {sbw at tapestry.tucson.az.us}
The gods that smiled upon your birth are laughing now. -- fortune cookie


From joby at u.washington.edu  Mon Apr 25 14:38:47 2005
From: joby at u.washington.edu (Joby Walker)
Date: Mon, 25 Apr 2005 11:38:47 -0700
Subject: [rt-users] wiki.bestpractical.com spam problem
In-Reply-To: <426D348A.3030307@tapestry.tucson.az.us>
References: <3AF76382C31760418AF0FBFD84F7140302177ABF@MI8NYCMAIL07.Mi8.com>	<20050425150747.GQ22996@bestpractical.com>	<20050426011703.P2356@zinarktei.zerlargal.org>	<20050425153726.GT22996@bestpractical.com>	<20050425165944.GR11206@sympatico.ca>	<426D2292.3090805@u.washington.edu>	<20050425180459.GT11206@sympatico.ca>
	<426D348A.3030307@tapestry.tucson.az.us>
Message-ID: <426D3937.2070203@u.washington.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

It doesn't work that way: the revisions are linear not branched.

jbw

Steve Wampler wrote:
> Dave Edwards wrote:
> 
>> * Joby Walker [2005-04-25T10:02-0700]:
>>
>>> -----BEGIN PGP SIGNED MESSAGE-----
>>> Hash: SHA1
>>>
>>> Everyone is already able to rollback pages.  It is usually just (from
>>> memory):
>>>
>>> 1) click "Previous"
>>> 2) click "Edit"
>>> 3) click "Save"
>>
>>
> 
> Hmmm, out of curiousity, what's to prevent a spammer from rolling
> *all the way back*, then introducing a new spammed page?  Does that
> branch in RCS or are all the original changes lost?
> 
> Thanks,
> Steve
> -- 
> Steve Wampler     {sbw at tapestry.tucson.az.us}
> The gods that smiled upon your birth are laughing now. -- fortune cookie
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
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From prlawrence at Lehigh.EDU  Mon Apr 25 15:19:39 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Mon, 25 Apr 2005 15:19:39 -0400
Subject: [rt-users] /opt/rt3/local question
Message-ID: <426D42CB.7050401@lehigh.edu>

I installed RT::Action::NotifyGroup (by Ruslan Zakirov) using the CPAN 
shell.  But when I go to Configure a new scrip, "Notify Group" does not 
appear in the Action dropdown.

Is there something I need to deo to get RT to look in /opt/rt3/local ?

Here's a snippet from the CPAN shell:

Running make install
Installing /opt/rt3/local/lib/RT/Action/NotifyGroup.pm
Installing /opt/rt3/local/lib/RT/Action/NotifyGroupAsComment.pm
Installing /usr/share/man/man3/RT::Action::NotifyGroup.3pm
Installing /usr/share/man/man3/RT::Action::NotifyGroupAsComment.3pm
Writing /opt/rt3/local/lib/auto/RT/Action/NotifyGroup/.packlist
Appending installation info to 
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/perllocal.pod
Installing /opt/rt3/local/sbin/rt-notify-group-admin
   /usr/bin/make install  -- OK


Thanks,
Phil


From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 25 15:25:00 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 25 Apr 2005 15:25:00 -0400
Subject: [rt-users] /opt/rt3/local question
In-Reply-To: <426D42CB.7050401@lehigh.edu>
References: <426D42CB.7050401@lehigh.edu>
Message-ID: <426D440C.3080102@ucrwcu.rwc.uc.edu>

Apache has been restarted, right?

Phil Lawrence wrote:

> I installed RT::Action::NotifyGroup (by Ruslan Zakirov) using the CPAN 
> shell.  But when I go to Configure a new scrip, "Notify Group" does 
> not appear in the Action dropdown.
>
> Is there something I need to deo to get RT to look in /opt/rt3/local ?
>
> Here's a snippet from the CPAN shell:
>
> Running make install
> Installing /opt/rt3/local/lib/RT/Action/NotifyGroup.pm
> Installing /opt/rt3/local/lib/RT/Action/NotifyGroupAsComment.pm
> Installing /usr/share/man/man3/RT::Action::NotifyGroup.3pm
> Installing /usr/share/man/man3/RT::Action::NotifyGroupAsComment.3pm
> Writing /opt/rt3/local/lib/auto/RT/Action/NotifyGroup/.packlist
> Appending installation info to 
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi/perllocal.pod
> Installing /opt/rt3/local/sbin/rt-notify-group-admin
>   /usr/bin/make install  -- OK
>
>
> Thanks,
> Phil
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From prlawrence at Lehigh.EDU  Mon Apr 25 15:33:16 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Mon, 25 Apr 2005 15:33:16 -0400
Subject: [rt-users] /opt/rt3/local question
In-Reply-To: <426D440C.3080102@ucrwcu.rwc.uc.edu>
References: <426D42CB.7050401@lehigh.edu> <426D440C.3080102@ucrwcu.rwc.uc.edu>
Message-ID: <426D45FC.70805@lehigh.edu>

Drew Barnes wrote:
> Apache has been restarted, right?

yep.  twice.  :-)

> Phil Lawrence wrote:
> 
>> I installed RT::Action::NotifyGroup (by Ruslan Zakirov) using the CPAN 
>> shell.  But when I go to Configure a new scrip, "Notify Group" does 
>> not appear in the Action dropdown.
>>
>> Is there something I need to deo to get RT to look in /opt/rt3/local ?




From joby at u.washington.edu  Mon Apr 25 19:23:02 2005
From: joby at u.washington.edu (Joby Walker)
Date: Mon, 25 Apr 2005 16:23:02 -0700
Subject: [rt-users] /opt/rt3/local question
In-Reply-To: <426D42CB.7050401@lehigh.edu>
References: <426D42CB.7050401@lehigh.edu>
Message-ID: <426D7BD6.3050900@u.washington.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Yes you need to create a database entry for the new Scrip Action.  I'm
not familiar with that specific Scrip Action but if you check out the
database entries for the default Scrip Actions you can probably figure
out how to create an appropriate entry.

jbw

Phil Lawrence wrote:
> I installed RT::Action::NotifyGroup (by Ruslan Zakirov) using the CPAN
> shell.  But when I go to Configure a new scrip, "Notify Group" does not
> appear in the Action dropdown.
> 
> Is there something I need to deo to get RT to look in /opt/rt3/local ?
> 
> Here's a snippet from the CPAN shell:
> 
> Running make install
> Installing /opt/rt3/local/lib/RT/Action/NotifyGroup.pm
> Installing /opt/rt3/local/lib/RT/Action/NotifyGroupAsComment.pm
> Installing /usr/share/man/man3/RT::Action::NotifyGroup.3pm
> Installing /usr/share/man/man3/RT::Action::NotifyGroupAsComment.3pm
> Writing /opt/rt3/local/lib/auto/RT/Action/NotifyGroup/.packlist
> Appending installation info to
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi/perllocal.pod
> Installing /opt/rt3/local/sbin/rt-notify-group-admin
>   /usr/bin/make install  -- OK
> 
> 
> Thanks,
> Phil
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
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From tmorgan at synacor.com  Mon Apr 25 19:56:48 2005
From: tmorgan at synacor.com (Tom Morgan)
Date: Mon, 25 Apr 2005 19:56:48 -0400
Subject: [rt-users] Duplicate emails sent to watchers
Message-ID: <426D83C0.1040505@synacor.com>

I am using rt-3.4.0. I searched the archives and have not seen a 
solution to this issue.

When a user creates a ticket I am getting duplicate emails and so is 
everyone else who is on the watchers for all the queue's(6) that are 
setup. I have 2 groups I want the "on create" emails to go to and I am 
only on one of them. I have quadruple checked my scrips and I don't see 
any duplication. The only thing I can think of is that the email was 
defaulted to go to the groups and when I activated the watchers it 
caused the duplication however, there wasn't any email being sent on 
creating prior to me setting watchers up. I was not the one who set this 
up initially but inheritted what was done already.

Also is there a way I can get the subject to be hardcoded to start with 
RTTracker? My manager is a bit anal about being able to filter this 
stuff and it would be helpful. I did look in the archives but have to 
admit I didnt combed it as well as I did for the duplicate emails. Thank 
you in advance.

-- 
Tom Morgan
tmorgan at synacor.com



From tmorgan at synacor.com  Mon Apr 25 20:00:04 2005
From: tmorgan at synacor.com (Tom Morgan)
Date: Mon, 25 Apr 2005 20:00:04 -0400
Subject: [rt-users] Duplicate emails sent to watchers
In-Reply-To: <426D83C0.1040505@synacor.com>
References: <426D83C0.1040505@synacor.com>
Message-ID: <426D8484.9010106@synacor.com>

Tom Morgan wrote:

> I am using rt-3.4.0. I searched the archives and have not seen a 
> solution to this issue.
>
> When a user creates a ticket I am getting duplicate emails and so is 
> everyone else who is on the watchers for all the queue's(6) that are 
> setup. I have 2 groups I want the "on create" emails to go to and I am 
> only on one of them. I have quadruple checked my scrips and I don't 
> see any duplication. The only thing I can think of is that the email 
> was defaulted to go to the groups and when I activated the watchers it 
> caused the duplication however, there wasn't any email being sent on 
> creating prior to me setting watchers up. I was not the one who set 
> this up initially but inheritted what was done already.
>
> Also is there a way I can get the subject to be hardcoded to start 
> with RTTracker? My manager is a bit anal about being able to filter 
> this stuff and it would be helpful. I did look in the archives but 
> have to admit I didnt combed it as well as I did for the duplicate 
> emails. Thank you in advance.
>
Oh yeah I set the watchers to be AdminCc watchers.

-- 
Tom Morgan
tmorgan at synacor.com



From andrew at staff.esc.net.au  Mon Apr 25 22:30:19 2005
From: andrew at staff.esc.net.au (Andrew Xenides)
Date: Tue, 26 Apr 2005 12:00:19 +0930
Subject: [rt-users] Inserting Jobs with PHP
Message-ID: <20050426023027.737F761C269@sr-gw.esc.net.au>

Hi People
 
Has anyone used php to insert tickets in to RT? i have some scripts that
used to just send out emails, but now want to swap them over to inserting
jobs in to RT? 
 
I could rewrite them in perl, but would prefer to keep them as php.
 

Andrew Xenides
Web Developer
EscapeNet 
465 South Road
Keswick SA 5035
T: (08) 8292 5200
F: (08) 8292 5299
E: andrew at staff.esc.net.au
W: http://www.esc.net.au

 
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From cameron.beattie at appsteam.co.nz  Tue Apr 26 00:22:19 2005
From: cameron.beattie at appsteam.co.nz (Cameron Beattie)
Date: Tue, 26 Apr 2005 16:22:19 +1200
Subject: [rt-users] RT3 Cannot select a queue to create a new ticket
Message-ID: <119e01c54a17$895242a0$0f00a8c0@HOUSTON>

I have installed RT 3.4.1 which is running fine. I can log in, create users 
etc.

However when a non-privelaged user that I have created logs in and attempts 
to create a new ticket they get the CreateTicketInQueue.html page up and are 
asked to "select a queue for your new ticket". However there is no place for 
them to do this.

Surely I'm missing something very basic here?

Any help would be appreciated.

Regards

Cameron 



From shuying at gmail.com  Tue Apr 26 02:37:37 2005
From: shuying at gmail.com (Shuying Wang)
Date: Tue, 26 Apr 2005 16:37:37 +1000
Subject: [rt-users] custom fields
Message-ID: <75fa0c3a0504252337517a830f@mail.gmail.com>

Hi,

I've got a custom field that I want to do some data validation on .
i.e check that the input is something that exists in a particular
column in a table in another database and if it is not, return a
meaningful message to the user. Can any one suggest a good way of
doing that?

cheers,
--Shuying


From rainer at ultra-secure.de  Tue Apr 26 03:04:55 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Tue, 26 Apr 2005 09:04:55 +0200
Subject: [rt-users] fetchmail
In-Reply-To: 
References: 
Message-ID: <426DE817.3090200@ultra-secure.de>

spiv007 wrote:

>Has anyone us rt with fetchmail before?  I'm on a network were i can
>not have mail relayed to my box, so I will need to fetch the mail from
>our exchange server back to my box then inject the mail into a ticket.
> Anyone has an ideal on how i can get this done?
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


It's in the wiki.
http://wiki.bestpractical.com/index.cgi?POP3Mailgate


This works for me, together with qmail.
The biggest problem is always finding out how to make the mail sent-out 
from RT not contain a subdomain that doesn't have an MX-record...




cheers,
Rainer


From bortzmeyer at nic.fr  Tue Apr 26 03:42:24 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 26 Apr 2005 09:42:24 +0200
Subject: [rt-users] Re: Inserting Jobs with PHP
In-Reply-To: <20050426023027.737F761C269@sr-gw.esc.net.au>
References: <20050426023027.737F761C269@sr-gw.esc.net.au>
Message-ID: <20050426074224.GA11339@nic.fr>

On Tue, Apr 26, 2005 at 12:00:19PM +0930,
 Andrew Xenides  wrote 
 a message of 130 lines which said:

> Has anyone used php to insert tickets in to RT? i have some scripts
> that used to just send out emails, but now want to swap them over to
> inserting jobs in to RT?

The simplest solution would be to set up rt-mailgate (if it is not
already done) and to ask PHP to send email to RT...



From rlongueve at team-partners.com  Tue Apr 26 03:34:10 2005
From: rlongueve at team-partners.com (LONGUEVE Remy)
Date: Tue, 26 Apr 2005 09:34:10 +0200
Subject: [rt-users] Date custom field (RT3.4.1)
Message-ID: 

Hi,

I've just added a "date" custom field (as freeform text) but I want the
input data to be validated when the end user fills in the field (date
format validation). How do I implement it?

Thanks in advance.

Remy


From chrisb at webreachinc.com  Tue Apr 26 07:23:16 2005
From: chrisb at webreachinc.com (Chris Black)
Date: Tue, 26 Apr 2005 04:23:16 -0700
Subject: [rt-users] RT receiving Internal Server error.
Message-ID: <200504260423.16788.chrisb@webreachinc.com>

Good Morning,

I recently patched my sun box running solaris 8, and am now getting the 
following error on rt:
[Tue Apr 26 04:12:38 2005] [error] [client 34.34.34.54] The 'socket' parameter 
(undef) to Log::Dispatch::Syslog::_init was an 'undef', which is not one of 
the allowed types: scalar\n 
at /usr/local/lib/perl5/site_perl/5.8.5/Params/ValidatePP.pm line 
616\n\tParams::Validate::__ANON__('The \\'socket\\' parameter (undef) to 
Log::Dispatch::Syslog::_i...') called 
at /usr/local/lib/perl5/site_perl/5.8.5/Params/ValidatePP.pm line 
467\n\tParams::Validate::_validate_one_param('undef', 'HASH(0x195957c)', 
'HASH(0x19594ec)', 'The \\'socket\\' parameter (undef)') called 
at /usr/local/lib/perl5/site_perl/5.8.5/Params/ValidatePP.pm line 
346\n\tParams::Validate::validate('ARRAY(0x19653d4)', 'HASH(0x1959534)') 
called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 
42\n\tLog::Dispatch::Syslog::_init('undef', 'callbacks', 'CODE(0x10f5ee4)', 
'stderr', 1, 'name', 'syslog', 'ident', 'RT', ...) called 
at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 
33\n\tLog::Dispatch::Syslog::new('Log::Dispatch::Syslog', 'name', 'syslog', 
'ident', 'RT', 'min_level', 'debug', 'callbacks', 'CODE(0x10f5ee4)', ...) 
called at /opt/rt3/lib/RT.pm line 259\n\tRT::InitLogging() called 
at /opt/rt3/lib/RT.pm line 153\n\tRT::Init() called at /opt/rt3/bin/webmux.pl 
line 132\n\tRT::Mason::handler('Apache::RequestRec=SCALAR(0x11ba7f4)') called 
at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 0\n\teval 
{...} called at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm 
line 0\n

I'm currently running:
Apache/2.0.53 (Unix) PHP/5.0.2 DAV/2 mod_perl/1.999.21 Perl/v5.8.5

Does anyone have any ideas as to how to fix this? 

Thanks,
Chris black.


From tmorgan at synacor.com  Tue Apr 26 08:50:27 2005
From: tmorgan at synacor.com (Tom Morgan)
Date: Tue, 26 Apr 2005 08:50:27 -0400
Subject: [rt-users] Duplicate emails sent to watchers
In-Reply-To: <426D8484.9010106@synacor.com>
References: <426D83C0.1040505@synacor.com> <426D8484.9010106@synacor.com>
Message-ID: <426E3913.50709@synacor.com>

Tom Morgan wrote:

> Tom Morgan wrote:
>
>> I am using rt-3.4.0. I searched the archives and have not seen a 
>> solution to this issue.
>>
>> When a user creates a ticket I am getting duplicate emails and so is 
>> everyone else who is on the watchers for all the queue's(6) that are 
>> setup. I have 2 groups I want the "on create" emails to go to and I 
>> am only on one of them. I have quadruple checked my scrips and I 
>> don't see any duplication. The only thing I can think of is that the 
>> email was defaulted to go to the groups and when I activated the 
>> watchers it caused the duplication however, there wasn't any email 
>> being sent on creating prior to me setting watchers up. I was not the 
>> one who set this up initially but inheritted what was done already.
>>
>> Also is there a way I can get the subject to be hardcoded to start 
>> with RTTracker? My manager is a bit anal about being able to filter 
>> this stuff and it would be helpful. I did look in the archives but 
>> have to admit I didnt combed it as well as I did for the duplicate 
>> emails. Thank you in advance.
>>
> Oh yeah I set the watchers to be AdminCc watchers.
>
So this is what I have for scrips for the AdminCc's:

On Create Notify AdminCcs with template Transaction
On Correspond Notify AdminCcs with template Admin Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Create Notify AdminCcs with template Admin Correspondence

So because I am getting dupes I would presume one or more of these 
scrips is causing it. Can anyone shed some light on this?


-- 
Tom Morgan
tmorgan at synacor.com



From barnesaw at ucrwcu.rwc.uc.edu  Tue Apr 26 09:18:30 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 26 Apr 2005 09:18:30 -0400
Subject: [rt-users] Duplicate emails sent to watchers
In-Reply-To: <426E3913.50709@synacor.com>
References: <426D83C0.1040505@synacor.com> <426D8484.9010106@synacor.com>
	<426E3913.50709@synacor.com>
Message-ID: <426E3FA6.2020507@ucrwcu.rwc.uc.edu>

You have two scrips notifying AdminCcs On Create.  Therefore, 2 emails 
sent to them.

Tom Morgan wrote:

> Tom Morgan wrote:
>
>> Tom Morgan wrote:
>>
>>> I am using rt-3.4.0. I searched the archives and have not seen a 
>>> solution to this issue.
>>>
>>> When a user creates a ticket I am getting duplicate emails and so is 
>>> everyone else who is on the watchers for all the queue's(6) that are 
>>> setup. I have 2 groups I want the "on create" emails to go to and I 
>>> am only on one of them. I have quadruple checked my scrips and I 
>>> don't see any duplication. The only thing I can think of is that the 
>>> email was defaulted to go to the groups and when I activated the 
>>> watchers it caused the duplication however, there wasn't any email 
>>> being sent on creating prior to me setting watchers up. I was not 
>>> the one who set this up initially but inheritted what was done already.
>>>
>>> Also is there a way I can get the subject to be hardcoded to start 
>>> with RTTracker? My manager is a bit anal about being able to filter 
>>> this stuff and it would be helpful. I did look in the archives but 
>>> have to admit I didnt combed it as well as I did for the duplicate 
>>> emails. Thank you in advance.
>>>
>> Oh yeah I set the watchers to be AdminCc watchers.
>>
> So this is what I have for scrips for the AdminCc's:
>
> On Create Notify AdminCcs with template Transaction
> On Correspond Notify AdminCcs with template Admin Correspondence
> On Comment Notify AdminCcs as Comment with template Admin Comment
> On Create Notify AdminCcs with template Admin Correspondence
>
> So because I am getting dupes I would presume one or more of these 
> scrips is causing it. Can anyone shed some light on this?
>
>

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From prlawrence at Lehigh.EDU  Tue Apr 26 10:24:44 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Tue, 26 Apr 2005 10:24:44 -0400
Subject: [rt-users] /opt/rt3/local question
In-Reply-To: <426D7BD6.3050900@u.washington.edu>
References: <426D42CB.7050401@lehigh.edu> <426D7BD6.3050900@u.washington.edu>
Message-ID: <426E4F2C.80800@lehigh.edu>

Joby Walker wrote:
 > Phil Lawrence wrote:
>>I installed RT::Action::NotifyGroup (by Ruslan Zakirov)
 >>using the CPAN shell.  But when I go to Configure a new
 >>scrip, "Notify Group" does not appear in the Action
 >>dropdown.

> Yes you need to create a database entry for the new Scrip Action.

Ruslan included a command line script to do just that...  Sorry I had 
missed it.  Here's example usage:

# cpan
cpan> install RT::Action::NotifyGroup
cpan> quit
# /opt/rt3/local/sbin/rt-notify-group-admin \
   --create 'Notify RT Wranglers'            \
   --group 'RT Wranglers'
# /opt/rt3/local/sbin/rt-notify-group-admin \
   --list
Name: Notify RT Wranglers
Module: NotifyGroup
Members:
         Group   => RT Wranglers



Great!
Phil


From rmreis at cpqd.com.br  Tue Apr 26 11:06:13 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Tue, 26 Apr 2005 12:06:13 -0300
Subject: RES: [rt-users] Changing the size of Status Field
Message-ID: 

Anyone has some idea about this?! Please... any help will be apreciated!!! :)

Regards,
Rodolfo

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Rodolfo de
Moraes Reis
Enviada em: segunda-feira, 25 de abril de 2005 14:34
Para: Jay R. Ashworth
Cc: rt-users at lists.bestpractical.com
Assunto: RES: [rt-users] Changing the size of Status Field


Ok... I agree... But my customer doesn't have the same idea :) ... Anyway, is it possible to change the size of Status field or there is a "routine that lock" this kind of change?!

Thank's in advance...

Rodolfo.

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Jay R.
Ashworth
Enviada em: segunda-feira, 25 de abril de 2005 14:26
Para: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Changing the size of Status Field


On Mon, Apr 25, 2005 at 12:02:50PM -0300, Rodolfo de Moraes Reis wrote:
> I'm get crazy to find out where status size is seted. I already
> changed the size of status column in Ticket's Table (from varchar(10)
> to varchar(15)) but keep showing an error message (Illegal value for
> Status). I created some status (@ActiveStatus in RT_Config.pm) and
> one of them has 13 words. What I have to do??? I already changed the
> database table Tickets, but it's seems a programming restriction (but
> where?! Maybe Record.pm?!).

You probably won't want to hear this, but my suggestion would be "find
a way not to have to have a 13 word status tag."  One or two words is a
reasonable maximum.

Your staff isn't going to be able to *talk* about tickets in that
status without abbreviating it anyway, so figure out what they would
abbreviate it *to*, and use that.

If you can't, then perhaps you're trying to use the status field for
something for which it wasn't intended, and you should use a custom
field?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me
_______________________________________________
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 kwhite at telsource.com  Tue Apr 26 12:07:42 2005
From: kwhite at telsource.com (Kevin White)
Date: Tue, 26 Apr 2005 12:07:42 -0400
Subject: [rt-users] Custom buttons/links on form?
Message-ID: <426E674E.7050803@telsource.com>

Is there an easy/approved way to add custom buttons or HTTP links to a
ticket entry screen?  Preferably a way that will let me embed fields, or
at least the ticket ID, into them?

For example, we want to write a process that pushes data from RT into
another system, on command.  I'd like a button/link on the ticket form
somewhere thay says "Push to external program".  Pushing that button or
clicking on that link would send an http request to a static address
with a parameter appended to the end of it containing the ticket ID.
That process would then do all of the pushing work.

Does my request make sense?  What's the easiest way to do this?

(As I wrote this, I realized that I may also be able to use the scrip
functionality to code some custom actions/events for this example, but
my company has come up with several things that they'd like custom
buttons or links for, not just the one I've described.)

Thanks,

Kevin


*******************************************************************************
This communication may contain privileged and/or confidential information. It 
is intended solely for the use of the addressee. If you are not the intended 
recipient, you are strictly prohibited from disclosing, copying, distributing 
or using any of this information. If you received this communication in error, 
please contact the sender immediately and destroy the material in its entirety, 
whether electronic or hard copy.  You may not directly or indirectly reuse or 
redisclose such information for any purpose other than to provide the services
for which you are receiving the information. 

Telsource Corporation
8237 Dow Cir, Strongsville, OH 44136
*******************************************************************************


From jerad.hampton at kingsu.ca  Tue Apr 26 12:17:35 2005
From: jerad.hampton at kingsu.ca (Jerad Hampton)
Date: Tue, 26 Apr 2005 10:17:35 -0600
Subject: [rt-users] initialize-database error
Message-ID: <426E1548.17367.4A82FFC@kingsu.ca>

Hello,

I am running the make initialize-database script on a FreeBSD 5.3 box with Apache 
2.0.54 Mysql-4.1.11 I get this error when I run it.



scout# make initialize-database
/usr/bin/perl //usr/local/rt-3.4.2/sbin/rt-setup-database --action init --dba root --prompt-
for-dba-password
Can't open perl script "//usr/local/rt-3.4.2/sbin/rt-setup-database": No such file or 
directory
*** Error code 2


I can browse to that script that it says doesn't exist.


Thanks



Jerad Hampton
Network Administrator
The King's University College



From rmroland at indiana.edu  Tue Apr 26 12:23:32 2005
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Tue, 26 Apr 2005 11:23:32 -0500
Subject: [rt-users] Inserting Jobs with PHP
Message-ID: 

To handle internal requests/submissions we are using multiple plain HTML
forms all of which submit to a single PHP script which based on a few hidden
fields, will send a formatted email to our RT server.  Since our RT server
is the same machine that serves our PHP script, we thought it seemed to make
sense to use the RT command-line to create the tickets.  However, because of
our heavy use of custom fields (and, what appears to be, limited capability
thereof in the command-line tool), we have had to resort to the PHP script
sending email and then use the RT field scrubber to parse out the custom
fields.

If anyone can show me how to use the rt command to create a ticket and more
explicitly set custom fields, that would be a huge piece in our puzzle.


Thanks,




Ryan Roland

Network and Security Administrator
Information Technology
Division of Recreational Sports
Indiana University

SRSC 115H
1601 Law Lane
Bloomington, IN 47405

812.855.9617
rmroland at indiana.edu 


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew
Xenides
Sent: Monday, April 25, 2005 21:30
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Inserting Jobs with PHP

Hi People
 
Has anyone used php to insert tickets in to RT? i have some scripts that
used to just send out emails, but now want to swap them over to inserting
jobs in to RT? 
 
I could rewrite them in perl, but would prefer to keep them as php.
 

Andrew Xenides
Web Developer
EscapeNet 
465 South Road
Keswick SA 5035
T: (08) 8292 5200
F: (08) 8292 5299
E: andrew at staff.esc.net.au
W: http://www.esc.net.au

 
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From shutchison at sherrittmetals.com  Tue Apr 26 12:49:44 2005
From: shutchison at sherrittmetals.com (Hutchison, Stuart)
Date: Tue, 26 Apr 2005 10:49:44 -0600
Subject: [rt-users] new 3.4.1 install, database sizing?
Message-ID: 

Hello all,
We're planning to start using RT 3.4.1 on MySQL and, if possible, I hope to
get some feedback on the approximate size our database will reach after one
year of use. Our old system, in limited use, was logging 150 requests per
week. I'm forecasting that RT will see wider use within our department and
may log up to 350 requests per week. I can't offer a guess as to
attachements, our old system didn't offer that.

Space estimates and other suggestions are welcome.

regards, 
Stuart Hutchison 
Unix Administrator 
Sherritt International Corp 
shutchison at sherrittmetals.com 






From graham.dunn at leitch.com  Tue Apr 26 13:17:40 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Tue, 26 Apr 2005 13:17:40 -0400
Subject: [rt-users] initialize-database error
In-Reply-To: <426E1548.17367.4A82FFC@kingsu.ca>
References: <426E1548.17367.4A82FFC@kingsu.ca>
Message-ID: <20050426171740.GD2576@inscriber.com>

On Tue, Apr 26, 2005 at 10:17:35AM -0600, Jerad Hampton wrote:
> Hello,
> 
> scout# make initialize-database
> /usr/bin/perl //usr/local/rt-3.4.2/sbin/rt-setup-database --action init --dba root --prompt-
> for-dba-password
> Can't open perl script "//usr/local/rt-3.4.2/sbin/rt-setup-database": No such file or 
> directory
> *** Error code 2
> 
> 
> I can browse to that script that it says doesn't exist.

Check the first line of that script and see what it's executing:

#!/usr/bin/perl -w

make sure *that* exists.

Graham



From robert_marier at mcad.edu  Tue Apr 26 14:49:00 2005
From: robert_marier at mcad.edu (Robert Marier)
Date: Tue, 26 Apr 2005 13:49:00 -0500
Subject: [rt-users] Changing Owner and Correspondence
Message-ID: <426E8D1C.6040502@mcad.edu>

Greetings all.

RT is brand new to our environment.  I've set it up such that one user
handles assigning tickets to other members of our tech. staff to complete.

While assigning the ticket to a user is simple, I'm curious as to why
the new owner doesn't automatically get included on the correspondence
with the user (ie they don't start receiving emails)?

Am I missing something basic here or do I have to manually add them as
an AdminCc to the ticket?  Can this process be automated?

Forgive the newbie like questions, and I appreciate your responses.

Thanks,

Robert Marier



From shuying at gmail.com  Tue Apr 26 22:23:07 2005
From: shuying at gmail.com (Shuying Wang)
Date: Wed, 27 Apr 2005 12:23:07 +1000
Subject: [rt-users] Custom buttons/links on form?
In-Reply-To: <426E674E.7050803@telsource.com>
References: <426E674E.7050803@telsource.com>
Message-ID: <75fa0c3a050426192345ad066c@mail.gmail.com>

I think the way you're supposed to customise the web interface is
explained in http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT
or like you said, using scrips for custom actions.

--Shuying

On 4/27/05, Kevin White  wrote:
> Is there an easy/approved way to add custom buttons or HTTP links to a
> ticket entry screen?  Preferably a way that will let me embed fields, or
> at least the ticket ID, into them?
> (As I wrote this, I realized that I may also be able to use the scrip
> functionality to code some custom actions/events for this example, but
> my company has come up with several things that they'd like custom
> buttons or links for, not just the one I've described.)


From zbigniew at starpower.net  Tue Apr 26 22:45:28 2005
From: zbigniew at starpower.net (Patrick Farley)
Date: Tue, 26 Apr 2005 22:45:28 -0400
Subject: [rt-users] MyRequest with RT 3.4.1
Message-ID: <426EFCC8.5010105@starpower.net>

Question #1

MyRequest display's "10 newest unowned tickets".  Which is useful, but 
how do I display the tickets that I requested?
By default I can see tickets that I own and tickets that are unowned, 
but I can't see tickets that I created without creating a query.

Seems to me MyRequest is kinda mis-named.

Question #2

Is there a way to create a a different display for my IT Staff and the 
general users?  For example I want my IT Staff to see MyTickets and 
MyRequest, but I don't want my users seeing MyTickets and MyRequest.  
I'd prefer to allow them to just see the tickets they created.


From jesse at bestpractical.com  Tue Apr 26 23:01:17 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 26 Apr 2005 23:01:17 -0400
Subject: [rt-users] MyRequest with RT 3.4.1
In-Reply-To: <426EFCC8.5010105@starpower.net>
References: <426EFCC8.5010105@starpower.net>
Message-ID: <20050427030116.GG32766@bestpractical.com>




On Tue, Apr 26, 2005 at 10:45:28PM -0400, Patrick Farley wrote:
> Question #1
> 
> MyRequest display's "10 newest unowned tickets".  Which is useful, but 
> how do I display the tickets that I requested?
> By default I can see tickets that I own and tickets that are unowned, 
> but I can't see tickets that I created without creating a query.
> 
> Seems to me MyRequest is kinda mis-named.


It is. For the next big release, we've fixed it up.



From pdh at bestpractical.com  Tue Apr 26 23:07:48 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 27 Apr 2005 13:07:48 +1000
Subject: [rt-users] MyRequest with RT 3.4.1
In-Reply-To: <426EFCC8.5010105@starpower.net>
References: <426EFCC8.5010105@starpower.net>
Message-ID: <426F0204.4010808@bestpractical.com>

Patrick Farley wrote:

> Is there a way to create a a different display for my IT Staff and the 
> general users?  For example I want my IT Staff to see MyTickets and 
> MyRequest, but I don't want my users seeing MyTickets and MyRequest.  
> I'd prefer to allow them to just see the tickets they created.

http://your.rt.server/SelfService/

perhaps?



From Joerg.Steinigans-Hillemann at keymile.com  Wed Apr 27 03:23:09 2005
From: Joerg.Steinigans-Hillemann at keymile.com (Steinigans-Hillemann, Joerg)
Date: Wed, 27 Apr 2005 09:23:09 +0200
Subject: [rt-users] Re: Export RT data to CSV file
Message-ID: <5AA4606D79EDBB4BB6419DF0DC3B155401208BC5@srvdehan1003.de.keymile.net>

Is there any other way to export data from the RT (3.0.11)? Maybe a perl script or other reporting utilities?

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
Sent: Friday, April 22, 2005 3:21 PM
To: rt-users at lists.bestpractical.com
Cc: Steinigans-Hillemann, Joerg
Subject: Re: [rt-users] Re: Export RT data to CSV file




seph wrote:

>ah, yes. It's in 3.4, I don't remember if it was in 3.2
>  
>

Present and accounted for in 3.2.2

>seph
>
>"Steinigans-Hillemann, Joerg"  writes:
>
>  
>
>>We use RT 3.0.11. I cannot see such a link...
>>
>>Joerg
>>
>>-----Original Message-----
>>From: seph [mailto:seph at directionless.org]
>>Sent: Friday, April 22, 2005 1:04 PM
>>To: Steinigans-Hillemann, Joerg
>>Cc: rt-users at lists.bestpractical.com
>>Subject: Re: Export RT data to CSV file
>>
>>
>>    
>>
>>>How is it possible to export data from the Request Tracker into a
>>>CSV file? I haven't found anything about this in the
>>>documentation...
>>>      
>>>
>>At the bottom of every ticket list (search results, etc) there's a
>>spreadsheet link, which generates a tab delimited file.
>>
>>seph
>>_______________________________________________
>>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
>  
>

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati


From sh.hancock at gmail.com  Wed Apr 27 06:36:57 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Wed, 27 Apr 2005 06:36:57 -0400
Subject: [rt-users] MyRequest with RT 3.4.1
In-Reply-To: <426EFCC8.5010105@starpower.net>
References: <426EFCC8.5010105@starpower.net>
Message-ID: <78c5b1410504270336158ca2d@mail.gmail.com>

Patrick,

There is good contribuition on this at:
http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches  by
Stephen Turner of MIT who has many useful contributions and comments
on the Wiki and the mailing list.

We have our home page (At A Glance) modded using his docs and it works great. 

Stephen Hancock

On 4/26/05, Patrick Farley  wrote:
> Question #1
> 
> MyRequest display's "10 newest unowned tickets".  Which is useful, but
> how do I display the tickets that I requested?
> By default I can see tickets that I own and tickets that are unowned,
> but I can't see tickets that I created without creating a query.
> 
> Seems to me MyRequest is kinda mis-named.
> 
> Question #2
> 
> Is there a way to create a a different display for my IT Staff and the
> general users?  For example I want my IT Staff to see MyTickets and
> MyRequest, but I don't want my users seeing MyTickets and MyRequest.
> I'd prefer to allow them to just see the tickets they created.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
>


From mose at ns.cune.edu  Wed Apr 27 07:51:53 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 27 Apr 2005 06:51:53 -0500 (CDT)
Subject: [rt-users] Changing Owner and Correspondence
In-Reply-To: <426E8D1C.6040502@mcad.edu>
Message-ID: 

On Tue, 26 Apr 2005, Robert Marier wrote:

> While assigning the ticket to a user is simple, I'm curious as to why
> the new owner doesn't automatically get included on the correspondence
> with the user (ie they don't start receiving emails)?

Because the new owner isn't a Requestor, Cc or AdminCc. 

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"He who hesitates is lunch" - old saying from caveman days



From mose at ns.cune.edu  Wed Apr 27 07:56:16 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 27 Apr 2005 06:56:16 -0500 (CDT)
Subject: [rt-users] MyRequest with RT 3.4.1
In-Reply-To: <426EFCC8.5010105@starpower.net>
Message-ID: 

On Tue, 26 Apr 2005, Patrick Farley wrote:

> Is there a way to create a a different display for my IT Staff and the 
> general users?  For example I want my IT Staff to see MyTickets and 
> MyRequest, but I don't want my users seeing MyTickets and MyRequest.  
> I'd prefer to allow them to just see the tickets they created.

General users shouldn't be seeing MyTickets and MyRequests. They should be
using SelfService.

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

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Mind your trees and queues." - advice for a computer programmer



From markuslinke at hbosts.com  Wed Apr 27 09:09:31 2005
From: markuslinke at hbosts.com (Linke, Markus (Treasury))
Date: Wed, 27 Apr 2005 13:09:31 -0000
Subject: [rt-users] Hide User list
Message-ID: <20050427131929.382CC4D80F5@diesel.bestpractical.com>


> 	Hi,
> 
> 	how can I hide the list of privileged users (in the configuration
> menu) from other privileged users?
> 
> 	Thanks,
> 	Markus

"MMS " made the following annotations.
------------------------------------------------------------------------------
For more information on HBOS Treasury Services, please visit http://www.HBOSTS.com

Or for details of our online FX & Deposit services, please go to http://www.HBOSdeal.com

HBOS Treasury Services plc is part of the HBOS Group, which also includes Halifax plc and Bank of Scotland.
Registered Office: 33 Old Broad Street, London EC2N 1HZ. Registered No. 2692890. Registered in England.
Authorised and regulated by the Financial Services Authority.

The information contained in this message is confidential and is intended for the addressee only. If you have received this message in error or there are any problems please notify the originator immediately. The unauthorised use, disclosure, copying or alteration of this message is strictly forbidden. This mail and any attachments have been scanned for viruses prior to leaving the HBOS Treasury Services plc network. HBOS Treasury Services plc will not be liable for direct, special, indirect or consequential damages arising from alteration of the contents of this message by a third party or as a result of any virus being passed on.

HBOS Treasury Services plc reserves the right to monitor and record e-mail messages sent to and from this address for the purposes of investigating or detecting any unauthorised use of its system and ensuring its effective operation.
==============================================================================



From prlawrence at Lehigh.EDU  Wed Apr 27 09:33:49 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Wed, 27 Apr 2005 09:33:49 -0400
Subject: [rt-users] rt2-to-rt3 "Couldn't create trans"
Message-ID: <426F94BD.7010206@lehigh.edu>

Hello,

I did the RT2 dump on the RT2 machine, and then scp'd the DUMPDIR over 
to the new box, with functioning RT3 (3.4.1) install.  After make 
drop-db, I tried the import:

# perl dumpfile-to-rt-3.0 DUMPDIR
Importing users
uCreating user  

.uCreating user 
.
Importing groups
ggggrrrrrrrrrrrrrrrrrrqqqqqqqqqqqqqqqqqImporting tickets...t-481
.t-17
Couldn't create trans  68
$VAR1 = {
           'Type' => 'Create',
           'Ticket' => '17',
           'Created' => '2003-02-05 21:42:13',
           'id' => 68,
           'Creator' => '144',
           'ActivateScrips' => '0'
         };

What does this mean?
Phil


From barnesaw at ucrwcu.rwc.uc.edu  Wed Apr 27 09:39:15 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 27 Apr 2005 09:39:15 -0400
Subject: [rt-users] rt2-to-rt3 "Couldn't create trans"
In-Reply-To: <426F94BD.7010206@lehigh.edu>
References: <426F94BD.7010206@lehigh.edu>
Message-ID: <426F9603.5050403@ucrwcu.rwc.uc.edu>

I think the db schema changes between 3.2 and 3.4 are erroring out some 
of your transactions.  I would install RT 3.2.3 and set up the 
database.  Then do the import from the DUMPDIR, and upgrade to 3.4.1

DB


Phil Lawrence wrote:

> Hello,
>
> I did the RT2 dump on the RT2 machine, and then scp'd the DUMPDIR over 
> to the new box, with functioning RT3 (3.4.1) install.  After make 
> drop-db, I tried the import:
>
> # perl dumpfile-to-rt-3.0 DUMPDIR
> Importing users
> uCreating user  
> 
> .uCreating user 
> .
> Importing groups
> ggggrrrrrrrrrrrrrrrrrrqqqqqqqqqqqqqqqqqImporting tickets...t-481
> .t-17
> Couldn't create trans  68
> $VAR1 = {
>           'Type' => 'Create',
>           'Ticket' => '17',
>           'Created' => '2003-02-05 21:42:13',
>           'id' => 68,
>           'Creator' => '144',
>           'ActivateScrips' => '0'
>         };
>
> What does this mean?
> Phil
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From prlawrence at Lehigh.EDU  Wed Apr 27 09:37:52 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Wed, 27 Apr 2005 09:37:52 -0400
Subject: [rt-users] rt2-to-rt3 "Couldn't create trans"
In-Reply-To: <426F9603.5050403@ucrwcu.rwc.uc.edu>
References: <426F94BD.7010206@lehigh.edu> <426F9603.5050403@ucrwcu.rwc.uc.edu>
Message-ID: <426F95B0.5070600@lehigh.edu>

Drew Barnes wrote:
> I think the db schema changes between 3.2 and 3.4 are erroring out some 
> of your transactions.  I would install RT 3.2.3 and set up the 
> database.  Then do the import from the DUMPDIR, and upgrade to 3.4.1
> 
> DB

OK, will do.

Thanks,
Phil



From niels=rt at bakker.net  Wed Apr 27 09:51:52 2005
From: niels=rt at bakker.net (Niels Bakker)
Date: Wed, 27 Apr 2005 15:51:52 +0200
Subject: [rt-users] Hide User list
In-Reply-To: <20050427131929.382CC4D80F5@diesel.bestpractical.com>
References: <20050427131929.382CC4D80F5@diesel.bestpractical.com>
Message-ID: <20050427135152.GL57752@snowcrash.tpb.net>

* markuslinke at hbosts.com (Linke, Markus (Treasury)) [Wed 27 Apr 2005, 15:19 CEST]:
>how can I hide the list of privileged users (in the configuration menu)
>from other privileged users?

Not by default.  This Wiki page describes a cosmetic fix:
http://wiki.bestpractical.com/index.cgi?HideConfigurationTab

Also, you can just change the HTML to not generate lists of users in
certain places, here's a piece on cleanly customising RT:
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT


>"MMS " made the following annotations.
>------------------------------------------------------------------------------
>For more information on HBOS Treasury Services, please visit http://www.HBOSTS.com
[..]

I've seen stupid disclaimers but none as ridiculous as yours.  Please,
do us all a favour and use a different e-mail account to send mails to
lists, and spare us the idiocy of your upper management.


	-- Niels.

-- 


From fabiano.tomimatsu at camara.gov.br  Wed Apr 27 10:11:06 2005
From: fabiano.tomimatsu at camara.gov.br (Fabiano Tomimatsu)
Date: Wed, 27 Apr 2005 11:11:06 -0300
Subject: [rt-users] Custom Field don't appear
Message-ID: <20050427141107.9B70D2F0435@epicuro.camara.gov.br>

Hi Jesse,

I have migration rt-3.0.10 to rt-3.4.1 , now i have a problem.The field
"Custom Field".
In this new version the field  "custom field" don't appear, but im my
mysql DB is ok, all field.

What I have to do?

Ps.: Sorry about my bad english...

   
 
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From subs-rt.users.bestpractical.com at rz.xs4all.nl  Wed Apr 27 10:44:00 2005
From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger)
Date: Wed, 27 Apr 2005 16:44:00 +0200
Subject: [rt-users] Custom Field don't appear
In-Reply-To: <20050427141107.9B70D2F0435@epicuro.camara.gov.br>
References: <20050427141107.9B70D2F0435@epicuro.camara.gov.br>
Message-ID: <20050427144400.GA15260@rz.xs4all.nl>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

++ 27/04/05 11:11 -0300 - Fabiano Tomimatsu:
>I have migration rt-3.0.10 to rt-3.4.1 , now i have a problem.The field
>"Custom Field".
>In this new version the field  "custom field" don't appear, but im my
>mysql DB is ok, all field.
>
>What I have to do?

Probably, you should read the README file. It says:

| 5b  FOR UPGRADING: (Within the RT 3.x series)
| 
|         Read through the UPGRADING document included in this distribution.
|         It may contain important instructions which will help you upgrade
|         RT safely.
| 
|         As root, type:
|                 make upgrade
| 
|         This will build new binaries, config files and libraries without
|         overwriting your RT database.
| 
|         You may also need to update RT's database.  To find out, type:
| 
|            ls etc/upgrade
| 
|         For each item in that directory whose name is greater than
|         your previously installed RT version, run:
|             /opt/rt3/sbin/rt-setup-database --action schema \
|                 --datadir etc/upgrade/
|             /opt/rt3/sbin/rt-setup-database --action acl \
|                 --datadir etc/upgrade/
|             /opt/rt3/sbin/rt-setup-database --action insert \
|                  --datadir etc/upgrade/
| 
|         Some of these commands will generate errors related to missing files.
|         That just means that no action was needed.

I guess this will solve your problem.

- -- 
Rejo Zenger  - http://rejo.zenger.nl - PGP 0x75FC50F3
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From sturner at MIT.EDU  Wed Apr 27 10:44:13 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 27 Apr 2005 10:44:13 -0400
Subject: [rt-users] Custom Field don't appear
In-Reply-To: <20050427141107.9B70D2F0435@epicuro.camara.gov.br>
Message-ID: <5.2.1.1.2.20050427104102.021f0570@po14.mit.edu>


At Wednesday 4/27/2005 10:11 AM, Fabiano Tomimatsu wrote:

>I have migration rt3.0.10 to rt-3.4.1 , now i have a problem.The field 
>"Custom Field".
>In this new version the field  "custom field" dont appear, but im my mysql 
>DB is ok, all field.
>
>What I have to do?

It may be a rights issue - new custom field permissions have been 
introduced since 3.0.

Steve







From frank.marino at velocitawireless.com  Wed Apr 27 11:27:38 2005
From: frank.marino at velocitawireless.com (Marino, Frank)
Date: Wed, 27 Apr 2005 11:27:38 -0400
Subject: [rt-users] Saving Searches
Message-ID: 

We are running RT 3.4.1 and having an issue with privileged users saving
searches.

We have granted the group "Privileged Users" the following rights:

CreateSavedSearch
EditSavedSearches
LoadSavedSearch
ShowSavedSearches

However, when a user tries to save a search (My saved searches), they get
the following error:

"Can't find a saved search to work with"

At this point, the "Saved searches" block changes to show additional options
of - revert, delete, copy and save.

If the user clicks on Save, they then get this message:

"Can't save this search"

We have also noticed that if we revoke the rights and grant them again, that
we are able to save a single search using a new unique name and only
containing a single criteria (queue = 'xxxx').  If we then try to add other
criteria to the search, we get the errors listed above.

Any help would be appreciated.

Thanks,

Frank


From sonicdivx at gmail.com  Wed Apr 27 11:53:20 2005
From: sonicdivx at gmail.com (sonicDivx)
Date: Wed, 27 Apr 2005 11:53:20 -0400
Subject: [rt-users] what does "<&|/l&>" mean
Message-ID: 

Sorry for the noob question but new to both Mason and Perl.

I understand the <& &> construct but according to "<&|/l&>" the "/l" should 
be a directory path. I am wondering what is that directory path reference?

Thanks
Kevin
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From sturner at MIT.EDU  Wed Apr 27 11:54:24 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 27 Apr 2005 11:54:24 -0400
Subject: [rt-users] Saving Searches
In-Reply-To: 
Message-ID: <5.2.1.1.2.20050427115311.021f1e20@po14.mit.edu>

At Wednesday 4/27/2005 11:27 AM, Marino, Frank wrote:
>We are running RT 3.4.1 and having an issue with privileged users saving
>searches.
>
>We have granted the group "Privileged Users" the following rights:
>
>CreateSavedSearch
>EditSavedSearches
>LoadSavedSearch
>ShowSavedSearches
>
>However, when a user tries to save a search (My saved searches), they get
>the following error:
>
>"Can't find a saved search to work with"

This may or may not help - I have a vague memory that I had to also grant 
ModifySelf to allow users to work with saved searches.

Steve 



From rmroland at indiana.edu  Wed Apr 27 11:58:11 2005
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Wed, 27 Apr 2005 10:58:11 -0500
Subject: [rt-users] RE: RT CLI and Custom Fields
Message-ID: 

Yeah, I was able to create a basic ticket with the rt command, but nothing
with custom fields.  Even if I have a queue with a defined custom field, any
method I've tried to submit the value of that custom field seems to trigger
an error (I show 'edit' below, but 'create' is the same).

Looking at the RT command help:

> rt help edit
...
   "set" sets the named field to the given value
...
   -S var=val
       Submits the specified variable with the request.
...

So I try:

> rt edit ticket/33 set custom_field=value
rt: edit: No variables to set

or...

> rt edit ticket/33 -S custom_field=value
rt: edit: Invalid variable specification: 'custom_field=value'.

So it doesn't look like the rt CLI is even aware of custom fields.  Can
someone confirm this for me?  If so, are there plans to add that
functionality?

Thanks,




Ryan Roland

Network and Security Administrator
Information Technology
Division of Recreational Sports
Indiana University

SRSC 115H
1601 Law Lane
Bloomington, IN 47405

812.855.9617
rmroland at indiana.edu 


-----Original Message-----
From: Stephane Bortzmeyer [mailto:bortzmeyer at nic.fr] 
Sent: Wednesday, April 27, 2005 02:59
To: Roland, Ryan M
Subject: Re: Inserting Jobs with PHP

On Tue, Apr 26, 2005 at 11:23:32AM -0500,
 Roland, Ryan M  wrote 
 a message of 152 lines which said:

> If anyone can show me how to use the rt command to create a ticket
> and more explicitly set custom fields,

I assume that you know "rt create -t ticket subject='new ticket'
priority=10". Otherwise, I do not know about custom fields and I do
not use them so I cannot help.



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From emileaben at gmail.com  Wed Apr 27 11:59:01 2005
From: emileaben at gmail.com (Emile Aben)
Date: Wed, 27 Apr 2005 08:59:01 -0700
Subject: [rt-users] using multiple mail-templates in RT
Message-ID: <28e00a750504270859380d761d@mail.gmail.com>

Hi,

I'm working on customizing a RT 3.0.9 install, which worked perfectly this far.
The only thing I wasn't able to figure out is if it is possible to
have email-templates for a handful of standard responses.
RT will be used to track requests for data access in this case, and
there are a few standard responses, say:
- approved
- need-more-information
- rejected-criteriumA
- rejected-criteriumB

I can make 4 templates for these situations, no problem, but having
these templates accessible from the webGUI when a ticket-owner replies
is what I haven't been able to figure out.

I guess I can just change mason-components to fit my needs, but that
would make it hard on upgrading, and I'd like this to be extensible,
so whenever I create a new template I don't need to get into
mason-code again to add this template there as well.

hope this makes sense, and anybody can help me with it.

thanks,
e


From rainer at ultra-secure.de  Wed Apr 27 12:08:14 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 27 Apr 2005 18:08:14 +0200
Subject: [rt-users] Showing non-global custom-fields in "at a glance"
Message-ID: <426FB8EE.3030807@ultra-secure.de>

Hi,

how would I display one or more additional fields that are 
queue-specific custom-fields in the "RT at a glance"-area of the start-page?

I have tried something like this:
http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch

But I only get the heading.
        Format => "'__id__/TITLE:#', 
'__Subject__/TITLE:Subject','TicketCustomFields.Kundenname 
/TITLE:K-Name', Priority, QueueName, ExtendedStatus",



Any ideas,
Rainer


From frank.marino at velocitawireless.com  Wed Apr 27 12:09:18 2005
From: frank.marino at velocitawireless.com (Marino, Frank)
Date: Wed, 27 Apr 2005 12:09:18 -0400
Subject: [rt-users] Saving Searches
Message-ID: 

Steve,

Thanks! That seemed to work.  I will do some more testing, but I was able to
save a few multi-line searches.

Thanks,

Frank

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Wednesday, April 27, 2005 11:54 AM
To: Marino, Frank; rt-users at bestpractical.com
Subject: Re: [rt-users] Saving Searches

At Wednesday 4/27/2005 11:27 AM, Marino, Frank wrote:
>We are running RT 3.4.1 and having an issue with privileged users 
>saving searches.
>
>We have granted the group "Privileged Users" the following rights:
>
>CreateSavedSearch
>EditSavedSearches
>LoadSavedSearch
>ShowSavedSearches
>
>However, when a user tries to save a search (My saved searches), they 
>get the following error:
>
>"Can't find a saved search to work with"

This may or may not help - I have a vague memory that I had to also grant
ModifySelf to allow users to work with saved searches.

Steve 


From dle at sympatico.ca  Wed Apr 27 12:35:09 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Wed, 27 Apr 2005 12:35:09 -0400
Subject: [rt-users] Saving Searches
In-Reply-To: <5.2.1.1.2.20050427115311.021f1e20@po14.mit.edu>
References: 
	<5.2.1.1.2.20050427115311.021f1e20@po14.mit.edu>
Message-ID: <20050427163509.GN17260@sympatico.ca>

* Stephen Turner [2005-04-27T11:54-0400]:
> At Wednesday 4/27/2005 11:27 AM, Marino, Frank wrote:
> >We are running RT 3.4.1 and having an issue with privileged users saving
> >searches.
> >
> >We have granted the group "Privileged Users" the following rights:
> >
> >CreateSavedSearch
> >EditSavedSearches
> >LoadSavedSearch
> >ShowSavedSearches
> >
> >However, when a user tries to save a search (My saved searches), they get
> >the following error:
> >
> >"Can't find a saved search to work with"
> 
> This may or may not help - I have a vague memory that I had to also grant 
> ModifySelf to allow users to work with saved searches.

I have the same problem that Frank had.  I've granted rights to
SavedSearch wherever I can find it, but still priv. users still could
not even see that block on Build.html.  Unlike Frank, my adding
ModifySelf globally did not help.  Are there any other ideas?

Dave.
-- 
Dave Edwards 
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
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From jreeder at minutemenu.com  Wed Apr 27 12:38:09 2005
From: jreeder at minutemenu.com (Jonathan Reeder)
Date: Wed, 27 Apr 2005 11:38:09 -0500
Subject: [rt-users] Links permissions
Message-ID: 

I am having trouble getting one of my users to be able to add a dependency
to a ticket.  When she tries to add a "Depended on by" to a ticket, she gets
a "Permission denied" error.  I'm looking through the rights and I can't
seem to find one relevant to adding links to a ticket.  I'm sure I'm just
overlooking a very simple right, but I can't seem to get this figured out.

Thanks a bunch,

Jonathan Reeder
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From vicki at progeny.com  Wed Apr 27 12:52:08 2005
From: vicki at progeny.com (Vicki Stanfield)
Date: Wed, 27 Apr 2005 11:52:08 -0500
Subject: [rt-users] Installing from rt-3.4.1 from rpm
Message-ID: <426FC338.10804@progeny.com>

I have a very fundamental [read should be simple] question. I have 
installed rt from source successfully. I am now trying to install on a 
different system from an rpm (mandated that I install from rpm). When I 
installed from source, I used rt-test-dependencies, fixdeps, etc to 
determine what was still missing. With an rpm, I don't have that luxury. 
I am obviously missing something because I get failed dependencies on 
things that I have cpan force installed. Here is the output when I try 
to install the rpm:

[root at moe opt]# rpm -Uhv rt3-3.4.1-0.pm.5.fc3.noarch.rpm
warning: rt3-3.4.1-0.pm.5.fc3.noarch.rpm: V3 DSA signature: NOKEY, key 
ID 8ff214b4
error: Failed dependencies:
        perl(Apache::DBI) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Apache::Session) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Cache::Simple::TimedExpiry) is needed by 
rt3-3.4.1-0.pm.5.fc3.noarch
        perl(DBIx::SearchBuilder) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(DBIx::SearchBuilder::Record::Cachable) is needed by 
rt3-3.4.1-0.pm.5.fc3.noarch
        perl(HTML::Mason) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(HTML::Scrubber) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Locale::Maketext::Fuzzy) is needed by 
rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Locale::Maketext::Lexicon) >= 0.25 is needed by 
rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Log::Dispatch) >= 1.6 is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(MIME::Entity) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(MIME::Head) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(MIME::Parser) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(MIME::Words) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Mail::Address) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Mail::GnuPG) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Module::Versions::Report) is needed by 
rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Regexp::Common) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Term::ReadKey) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Text::Quoted) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Text::Template) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Text::Wrapper) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Time::ParseDate) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(Tree::Simple) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
        perl(XML::Simple) is needed by rt3-3.4.1-0.pm.5.fc3.noarch

Yet when I run this little perl script to see if I can use those 
modules, I get no errors.

-----
#!/usr/bin/perl
use Apache::DBI;
use Apache::Session;
use Cache::Simple::TimedExpiry;
---------
I get no output whatsoever. I have not done a lot of Perl, so I am 
probably missing something pretty basic. I am comfortable with how to do 
this from tarball, but I need to understand what this rpm is doing. Why 
does it list things that I have force-installed? For the record, I have 
perl-5.8.5, mysql-4.1.10a, httpd-2.0.52-9, and mod_perl-1.99_16-4 and am 
installing on a CentOS4.0 system.

Vicki


From vicki at progeny.com  Wed Apr 27 12:57:19 2005
From: vicki at progeny.com (Vicki Stanfield)
Date: Wed, 27 Apr 2005 11:57:19 -0500
Subject: [rt-users] Installing from rt-3.4.1 from rpm
In-Reply-To: 
References: 
Message-ID: <426FC46F.80703@progeny.com>

Baxter Shepperson wrote:

>  Try running rpm --rebuild database?
>
>
>-----Original Message-----
>From:	rt-users-bounces at lists.bestpractical.com on behalf of Vicki Stanfield
>Sent:	Wed 4/27/2005 9:52 AM
>To:	'RT users'
>Cc:	
>Subject:	[rt-users] Installing from rt-3.4.1 from rpm
>
>I have a very fundamental [read should be simple] question. I have 
>installed rt from source successfully. I am now trying to install on a 
>different system from an rpm (mandated that I install from rpm). When I 
>installed from source, I used rt-test-dependencies, fixdeps, etc to 
>determine what was still missing. With an rpm, I don't have that luxury. 
>I am obviously missing something because I get failed dependencies on 
>things that I have cpan force installed. Here is the output when I try 
>to install the rpm:
>
>[root at moe opt]# rpm -Uhv rt3-3.4.1-0.pm.5.fc3.noarch.rpm
>warning: rt3-3.4.1-0.pm.5.fc3.noarch.rpm: V3 DSA signature: NOKEY, key 
>ID 8ff214b4
>error: Failed dependencies:
>        perl(Apache::DBI) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Apache::Session) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Cache::Simple::TimedExpiry) is needed by 
>rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(DBIx::SearchBuilder) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(DBIx::SearchBuilder::Record::Cachable) is needed by 
>rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(HTML::Mason) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(HTML::Scrubber) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Locale::Maketext::Fuzzy) is needed by 
>rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Locale::Maketext::Lexicon) >= 0.25 is needed by 
>rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Log::Dispatch) >= 1.6 is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(MIME::Entity) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(MIME::Head) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(MIME::Parser) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(MIME::Words) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Mail::Address) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Mail::GnuPG) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Module::Versions::Report) is needed by 
>rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Regexp::Common) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Term::ReadKey) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Text::Quoted) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Text::Template) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Text::Wrapper) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Time::ParseDate) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(Tree::Simple) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>        perl(XML::Simple) is needed by rt3-3.4.1-0.pm.5.fc3.noarch
>
>Yet when I run this little perl script to see if I can use those 
>modules, I get no errors.
>
>-----
>#!/usr/bin/perl
>use Apache::DBI;
>use Apache::Session;
>use Cache::Simple::TimedExpiry;
>---------
>I get no output whatsoever. I have not done a lot of Perl, so I am 
>probably missing something pretty basic. I am comfortable with how to do 
>this from tarball, but I need to understand what this rpm is doing. Why 
>does it list things that I have force-installed? For the record, I have 
>perl-5.8.5, mysql-4.1.10a, httpd-2.0.52-9, and mod_perl-1.99_16-4 and am 
>installing on a CentOS4.0 system.
>
>Vicki
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>
>
>  
>
rpm --rebuilddb? Okay, I'll try that.



From jhause at visi.net  Wed Apr 27 13:05:10 2005
From: jhause at visi.net (Joe Hause)
Date: Wed, 27 Apr 2005 13:05:10 -0400
Subject: [rt-users] 404, bad url
In-Reply-To: <20050317154946.GA22104@launay.org>
References: <20050317154946.GA22104@launay.org>
Message-ID: <426FC646.3040400@visi.net>

Hi, was a solution ever discovered for this, I have the same problem.
Thanks!

Arnaud Launay wrote:
> Hello,
> 
> While working to replace our rt 3.0 by a brand new 3.4.1, we
> found the following error:
> 
> - click on configuration
> - click on global
> - click on custom fields
> - click on tickets
> and try to move priority up and down, it calls the url
> http://rtclone/Admin/Global/CustomFields/CustomFields.html?id=&SubType=RT::Ticket&CustomField=6&Move=-1
> 
> Which gives...
> The requested URL /Admin/Global/CustomFields/CustomFields.html was not found on this server.
> 
> Smells like a bug to me.
> 
> 	Arnaud.
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From lists at openunix.de  Wed Apr 27 13:15:02 2005
From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=)
Date: Wed, 27 Apr 2005 19:15:02 +0200
Subject: [rt-users] Prevent rt from isolating signature?
Message-ID: <20050427171502.GA6836@bofh.hanau.net>

Hello,


I recently added a signature to my (personal) rt user.

RT insisted in isolationg that signature with "-- ", however, I'd like
to prevent that since my signature contains more than the signature
itsself, which is already isolated.


Another Question:
I removed my signature but RT still insists in producing a signature
since there is a 1 byte signature in the database, which appearently
cannot the completely deleted?






From Heike.Schuermann at ipp.mpg.de  Wed Apr 27 12:48:36 2005
From: Heike.Schuermann at ipp.mpg.de (Heike Schuermann)
Date: Wed, 27 Apr 2005 18:48:36 +0200
Subject: [rt-users] RT using Windows platform
Message-ID: <426FDE84.20749.63C0E16@localhost>

Hi,

sorry for a lot of my problems, but it seems I'm a total newbie to 
perl, apache, ... but maybe someone has any helpful idea...

I happily installed RT on a Windows platform, and this was quite 
easy, just a click on the .exe, and all the downloads happened 
automatically.

RT itself is running, and also emails are coming in (using 
fetchmail); I only configuered the 'rt-mailgate.conf' like described.

Now the problems are starting, I need some howto's:
How can I set up that only mails from our domain are accepted for RT 
(or e.g. sort out SPAM)?

I found 

c:\program files\OurInternet\RequestTracker\rt\bin\rt-mailgate.in

which is called by fetchmail, but I don't understand a word. Is this 
thing doing anything at all? Is it only a description? I never saw 
something like

=head1 NAME

in perl.

Next:
Where can I change the name of the RT system? I tried 

c:\program files\OurInternet\RequestTracker\rt\etc\RT_Config.pm.in

but nothing happened. Do I have to activate it somewhere? Or what 
about

c:\program files\OurInternet\RequestTracker\rt\etc\RT_SiteConfig.pm

Next - and last - question: kerberos:
How / where do I have to configure, that you can login at RT with 
kerberos authentication?

Sorry for all those (maybe simple) questions. But I don't have a clue 
about Linux, and because of the very comfortable setup on Windows I 
would like to use it on this platform.

Maybe it's possible to start up a 'HowTo' in Wiki for Windows?

Thanks a lot to any idea for any of these problems,

Heike



From joby at u.washington.edu  Wed Apr 27 13:32:52 2005
From: joby at u.washington.edu (Joby Walker)
Date: Wed, 27 Apr 2005 10:32:52 -0700
Subject: [rt-users] MyRequest with RT 3.4.1
In-Reply-To: <78c5b1410504270336158ca2d@mail.gmail.com>
References: <426EFCC8.5010105@starpower.net>
	<78c5b1410504270336158ca2d@mail.gmail.com>
Message-ID: <426FCCC4.3010400@u.washington.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'll second that.  Having your saved searches on the main page is
extremely helpful.  We've found the two top 10 lists to not be very
helpful, but having quick links to what can be complex and specific
queries makes RT much more functional.

Joby Walker
ITI SSG, University of Washington
- --
PGP key: https://staff.washington.edu/joby/joby-u-pub.asc


Stephen Hancock wrote:
> Patrick,
> 
> There is good contribuition on this at:
> http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches  by
> Stephen Turner of MIT who has many useful contributions and comments
> on the Wiki and the mailing list.
> 
> We have our home page (At A Glance) modded using his docs and it works great. 
> 
> Stephen Hancock
> 
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFCb8zEgA0gpghkf88RAjnFAJ0YxrKAvu2MoPmc3vd1M2HouyaDRgCg3ffl
iFUqEML4J0sr/n6yV5RahVo=
=2fDv
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From hwagener at hamburg.fcb.com  Wed Apr 27 13:26:28 2005
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 27 Apr 2005 19:26:28 +0200
Subject: [rt-users] RT using Windows platform
In-Reply-To: <426FDE84.20749.63C0E16@localhost>
References: <426FDE84.20749.63C0E16@localhost>
Message-ID: <2EAB3044-F69E-49CE-8094-6FCD8B1DDC7A@hamburg.fcb.com>


Am 27.04.2005 um 18:48 schrieb Heike Schuermann:

> Hi,
>
> sorry for a lot of my problems, but it seems I'm a total newbie to
> perl, apache, ... but maybe someone has any helpful idea...
>
> I happily installed RT on a Windows platform, and this was quite
> easy, just a click on the .exe, and all the downloads happened
> automatically.
>
> RT itself is running, and also emails are coming in (using
> fetchmail); I only configuered the 'rt-mailgate.conf' like described.
>
> Now the problems are starting, I need some howto's:
> How can I set up that only mails from our domain are accepted for RT
> (or e.g. sort out SPAM)?

You should do this on the mail server, i.e. before fetchmail gets  
mail from the server. It's usually much easier there.


>
> I found
>
> c:\program files\OurInternet\RequestTracker\rt\bin\rt-mailgate.in
>
> which is called by fetchmail, but I don't understand a word. Is this
> thing doing anything at all? Is it only a description? I never saw
> something like
>
> =head1 NAME

this is embedded documentation, called perldoc.

>
> in perl.
>
> Next:
> Where can I change the name of the RT system? I tried
>
> c:\program files\OurInternet\RequestTracker\rt\etc\RT_Config.pm.in

This is where the default configuration lives. You don't normally  
change things here.

> but nothing happened. Do I have to activate it somewhere? Or what
> about

>
> c:\program files\OurInternet\RequestTracker\rt\etc\RT_SiteConfig.pm


This is where You configure site specific things, like Your rtname. I  
don't use the windows port, so I can't say how to activate changes  
here. On Linux, You need to stop and start apache to be absolutely  
sure the changes get picked up.

> Next - and last - question: kerberos:
> How / where do I have to configure, that you can login at RT with
> kerberos authentication?

Probably set up RT to accept apache's authentication and set it up  
with the right authentication module. Someone else will need to help  
You with the details, though-

>
> Sorry for all those (maybe simple) questions. But I don't have a clue
> about Linux, and because of the very comfortable setup on Windows I
> would like to use it on this platform.
>
> Maybe it's possible to start up a 'HowTo' in Wiki for Windows?

You're welcome to start it. You seem to have come quite far already!


Regards,
     Harald


From kwhite at telsource.com  Wed Apr 27 14:10:49 2005
From: kwhite at telsource.com (Kevin White)
Date: Wed, 27 Apr 2005 14:10:49 -0400
Subject: [rt-users] Accessing custom fields in templates
Message-ID: <426FD5A9.2020608@telsource.com>

I'm trying to figure out the appropriate Perl expression to access the
value of a custom field in a template.  I know the name of the custom
field I want to see, and I want its value to be substituted in a
template.  How do I do this?

Are there any examples of this somewhere?  I've looked on the wiki, and
have not found anything.

Thanks,

Kevin


*******************************************************************************
This communication may contain privileged and/or confidential information. It 
is intended solely for the use of the addressee. If you are not the intended 
recipient, you are strictly prohibited from disclosing, copying, distributing 
or using any of this information. If you received this communication in error, 
please contact the sender immediately and destroy the material in its entirety, 
whether electronic or hard copy.  You may not directly or indirectly reuse or 
redisclose such information for any purpose other than to provide the services
for which you are receiving the information. 

Telsource Corporation
8237 Dow Cir, Strongsville, OH 44136
*******************************************************************************


From Ruslan.Zakirov at miet.ru  Wed Apr 27 15:32:39 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Wed, 27 Apr 2005 19:32:39 -0000
Subject: [rt-users] what does "<&|/l&>" mean
In-Reply-To: 
References: 
Message-ID: <42519674.5080804@miet.ru>

sonicDivx wrote:
> Sorry for the noob question but new to both Mason and Perl.
> 
> I understand the <& &> construct but according to "<&|/l&>" the "/l" 
> should be a directory path. I am wondering what is that directory path 
> reference?
It's localization component, see share/html/l

> 
> Thanks
> Kevin
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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 miet.ru  Wed Apr 27 15:37:20 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Wed, 27 Apr 2005 19:37:20 -0000
Subject: [rt-users] Accessing custom fields in templates
In-Reply-To: <426FD5A9.2020608@telsource.com>
References: <426FD5A9.2020608@telsource.com>
Message-ID: <4251978F.1070902@miet.ru>

Kevin White wrote:
> I'm trying to figure out the appropriate Perl expression to access the
> value of a custom field in a template.  I know the name of the custom
> field I want to see, and I want its value to be substituted in a
> template.  How do I do this?
> 
> Are there any examples of this somewhere?  I've looked on the wiki, and
> have not found anything.
Did you see this?
http://wiki.bestpractical.com/index.cgi?AddCustomFieldstoTemplates
http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail

See also http://wiki.bestpractical.com/index.cgi?Template
And section template parts on the 
http://wiki.bestpractical.com/index.cgi?Contributions

> 
> Thanks,
> 
> Kevin
> 
> 
> *******************************************************************************
> This communication may contain privileged and/or confidential information. It 
> is intended solely for the use of the addressee. If you are not the intended 
> recipient, you are strictly prohibited from disclosing, copying, distributing 
> or using any of this information. If you received this communication in error, 
> please contact the sender immediately and destroy the material in its entirety, 
> whether electronic or hard copy.  You may not directly or indirectly reuse or 
> redisclose such information for any purpose other than to provide the services
> for which you are receiving the information. 
> 
> Telsource Corporation
> 8237 Dow Cir, Strongsville, OH 44136
> *******************************************************************************
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From jesse at bestpractical.com  Wed Apr 27 16:17:47 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 27 Apr 2005 16:17:47 -0400
Subject: [rt-users] MyRequest with RT 3.4.1
In-Reply-To: <426FCCC4.3010400@u.washington.edu>
References: <426EFCC8.5010105@starpower.net>
	<78c5b1410504270336158ca2d@mail.gmail.com>
	<426FCCC4.3010400@u.washington.edu>
Message-ID: <20050427201747.GP32766@bestpractical.com>




On Wed, Apr 27, 2005 at 10:32:52AM -0700, Joby Walker wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> I'll second that.  Having your saved searches on the main page is
> extremely helpful.  We've found the two top 10 lists to not be very
> helpful, but having quick links to what can be complex and specific
> queries makes RT much more functional.

You might want to check out the "QUEBEC-EXPERIMENTAL" branch of RT,
which includes fully user-customizable front pages, as well as many
other goodies.

	Jesse


From jjesse at ftpb.com  Wed Apr 27 17:00:34 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Wed, 27 Apr 2005 17:00:34 -0400
Subject: [rt-users] Question on setting up email of tickets
Message-ID: <1114635634.13158.52.camel@localhost.localdomain>

Pardon the ignorance, but I could not find any help through
wiki.bestpractical.com, but I would like to use an existing smtp server
to send emails from rt to the rest of my group.
I am somewhat new to Linux so would need some help on setting this up.
We currently use MS Exchange as our mail/groupwise program w/ Active
Directory.  I have some Copiers w/ the scan -> email function that uses
my smtp server on my exchange server to send emails to people inside my
organization.  I would like to do the same thing w/ RT.  Bounce emails
off my exchange servers smtp server.  How can I do that?

Thanks in advance
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From sam.snow at christianheritageschool.org  Wed Apr 27 17:59:35 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Wed, 27 Apr 2005 16:59:35 -0500
Subject: [rt-users] Question on setting up email of tickets
In-Reply-To: <1114635634.13158.52.camel@localhost.localdomain>
References: <1114635634.13158.52.camel@localhost.localdomain>
Message-ID: <42700B47.7080202@christianheritageschool.org>

Jonathan Jesse wrote:
> Pardon the ignorance, but I could not find any help through
> wiki.bestpractical.com, but I would like to use an existing smtp server
> to send emails from rt to the rest of my group.
> I am somewhat new to Linux so would need some help on setting this up.
> We currently use MS Exchange as our mail/groupwise program w/ Active
> Directory.  I have some Copiers w/ the scan -> email function that uses
> my smtp server on my exchange server to send emails to people inside my
> organization.  I would like to do the same thing w/ RT.  Bounce emails
> off my exchange servers smtp server.  How can I do that?
> 
> Thanks in advance
> 
> 

More details are needed.
1. What version and flavor of Linux are you running?
2. Do you have a working email server program installed on your current 
Linux server? (if so, you just need to tell it where to send all the 
messages-- ie, to the exchange server.)

Sam


From andrew at staff.esc.net.au  Wed Apr 27 21:58:20 2005
From: andrew at staff.esc.net.au (Andrew Xenides)
Date: Thu, 28 Apr 2005 11:28:20 +0930
Subject: [rt-users] setting priority in rt-mailgate
Message-ID: <20050428020234.A1BF861C232@sr-gw.esc.net.au>

I am inserting jobs in to a queue using rt-mailgate by a php script sending
email
 
however, different jobs require different priority, am i able to set the
priority on a job by job basis from the email, or can i make a different
alias for each job type and point them to a different mailgate command to
set the priority?
 
thanks
 

Andrew Xenides
Web Developer
EscapeNet 
465 South Road
Keswick SA 5035
T: (08) 8292 5200
F: (08) 8292 5299
E: andrew at staff.esc.net.au
W: http://www.esc.net.au

 
-------------- next part --------------
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From seph at directionless.org  Wed Apr 27 23:02:24 2005
From: seph at directionless.org (seph)
Date: Wed, 27 Apr 2005 23:02:24 -0400
Subject: [rt-users] Re: Let everybody see all tickets
In-Reply-To: <20050425123608.GA9123@ii.uib.no> (Jan-Frode Myklebust's
	message of "Mon, 25 Apr 2005 14:36:08 +0200")
References: <20050425123608.GA9123@ii.uib.no>
Message-ID: 

> I would want all our autogenerated/unprivileged users to see and
> search all tickets in the system. I've tried adding all privileges to
> the "Everyone" group, but the users still can't see any other tickets
> than their own (unless typing in the ticket number directly in the
> GotoTicket box).

Are you using the SelfService interface? I'm not sure it does that. 

seph


From seph at directionless.org  Wed Apr 27 23:13:29 2005
From: seph at directionless.org (seph)
Date: Wed, 27 Apr 2005 23:13:29 -0400
Subject: [rt-users] Re: RT3 Cannot select a queue to create a new ticket
In-Reply-To: <119e01c54a17$895242a0$0f00a8c0@HOUSTON> (Cameron Beattie's
	message of "Tue, 26 Apr 2005 16:22:19 +1200")
References: <119e01c54a17$895242a0$0f00a8c0@HOUSTON>
Message-ID: 

> However when a non-privelaged user that I have created logs in and
> attempts to create a new ticket they get the CreateTicketInQueue.html
> page up and are asked to "select a queue for your new ticket". However
> there is no place for them to do this.

I believe that would normally be a pulldown list of allowed
queues. Does Everyone of Unprivledged have create ticket rights in any
queues?

seph


From seph at directionless.org  Wed Apr 27 23:28:27 2005
From: seph at directionless.org (seph)
Date: Wed, 27 Apr 2005 23:28:27 -0400
Subject: [rt-users] Re: Export RT data to CSV file
In-Reply-To: <5AA4606D79EDBB4BB6419DF0DC3B155401208BC5@srvdehan1003.de.keymile.net>
	(Joerg
	Steinigans-Hillemann's message of "Wed, 27 Apr 2005 09:23:09 +0200")
References: <5AA4606D79EDBB4BB6419DF0DC3B155401208BC5@srvdehan1003.de.keymile.net>
Message-ID: 

> Is there any other way to export data from the RT (3.0.11)? Maybe a
> perl script or other reporting utilities?

Yes, you can right a perl script around the api to spit back csv, or
whatever you want. the command line interface might also be able to do
what you want.

seph


From ruediger.riediger at sun.com  Thu Apr 28 04:39:50 2005
From: ruediger.riediger at sun.com (Ruediger Riediger)
Date: Thu, 28 Apr 2005 10:39:50 +0200
Subject: [rt-users] CreateTicket - Template question
Message-ID: <4270A156.8010703@sun.com>

Hello RT community,

is there any way to include the ticket number from a "CreateTicket"
action into the template of the CreateTicket?

E.g. I want to include the string

  please reply with the subject "[RT-name #12345]"

in the ticket created through "===Create-Ticket: Inform", with 12345 the
number of the just created ticket. This will then be sent automatically
(On Create Notify Requester with Template Global: Correspond).

If I put {$Ticket->id} into the template, it will give the number of the
ticket this is run from. {$Tickets{'TOP'}->id} gives the same number
(this is the correct way to get the number of the creating ticket after
all). {$Tickets{'Inform'}->id} is not yet defined.

What else to use?

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 Jan-Frode.Myklebust at bccs.uib.no  Thu Apr 28 07:36:55 2005
From: Jan-Frode.Myklebust at bccs.uib.no (Jan-Frode Myklebust)
Date: Thu, 28 Apr 2005 13:36:55 +0200
Subject: [rt-users] Re: Let everybody see all tickets
In-Reply-To: 
References: <20050425123608.GA9123@ii.uib.no> 
Message-ID: <20050428113655.GA15760@ii.uib.no>

On Wed, Apr 27, 2005 at 11:02:24PM -0400, seph wrote:
> 
> Are you using the SelfService interface? I'm not sure it does that. 

Yes, when logging in as unprivileged user, one is dropped into the
SelfService interface... Is this configurable? Are there any other
interfaces suitable for the unprivileged users?


  -jf


From seph at directionless.org  Thu Apr 28 07:47:39 2005
From: seph at directionless.org (seph)
Date: Thu, 28 Apr 2005 07:47:39 -0400
Subject: [rt-users] Re: Let everybody see all tickets
In-Reply-To: <20050428113655.GA15760@ii.uib.no> (Jan-Frode Myklebust's
	message of "Thu, 28 Apr 2005 13:36:55 +0200")
References: <20050425123608.GA9123@ii.uib.no>
	 <20050428113655.GA15760@ii.uib.no>
Message-ID: 

> Yes, when logging in as unprivileged user, one is dropped into the
> SelfService interface... Is this configurable? Are there any other
> interfaces suitable for the unprivileged users?

Ah. I'm not sure, but I suspect not. Why not just create them privledged?

seph


From m.bruni at ifad.org  Wed Apr 27 23:01:51 2005
From: m.bruni at ifad.org (m.bruni at ifad.org)
Date: Thu, 28 Apr 2005 05:01:51 +0200
Subject: [rt-users] Re: Let everybody see all tickets
Message-ID: 

I am on duty travel until May 4th.
If your query requires immediate attention, please call Hotline ext. 2121. 

Regards 

Marco Bruni 



________________________________________________________
2005 is the International Year of Microcredit -
Microfinance is one way to fight poverty in rural areas,
where most of the world's poorest people live.
________________________________________________________
Mail Scanned by AntiVirus (Clean Mail)
*.#IFAD#.*

________________________________________________________




From barnaclebob at gmail.com  Thu Apr 28 09:53:33 2005
From: barnaclebob at gmail.com (Barnacle Bob)
Date: Thu, 28 Apr 2005 09:53:33 -0400
Subject: [rt-users] Session table growing.
Message-ID: 

Hello everyone,
    I was recently browsing through my databases and spied that the RT
session table has grown to 10 meg.  I was wondering what is stored in
this table as i thought session data would be cleared at some point. 
(oldest entries seem to be over a year old, about when we started
using RT).  My question is: is it safe to just delete everything that
has not been updated in a month or so?

-Karl Pietri


From Ruslan.Zakirov at miet.ru  Thu Apr 28 10:13:58 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 28 Apr 2005 14:13:58 -0000
Subject: [rt-users] Session table growing.
In-Reply-To: 
References: 
Message-ID: <42529D42.9070408@miet.ru>

Barnacle Bob wrote:
> Hello everyone,
>     I was recently browsing through my databases and spied that the RT
> session table has grown to 10 meg.  I was wondering what is stored in
> this table as i thought session data would be cleared at some point. 
> (oldest entries seem to be over a year old, about when we started
> using RT).  My question is: is it safe to just delete everything that
> has not been updated in a month or so?
Yeah, it's save, you can even put script like 
http://wiki.bestpractical.com/index.cgi?CleanupSessions into your crontab.

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



From afiglin at pictage.com  Thu Apr 28 10:23:19 2005
From: afiglin at pictage.com (Anya Figlin)
Date: Thu, 28 Apr 2005 07:23:19 -0700
Subject: [rt-users] Re: Session table growing.
In-Reply-To: <20050428140023.7F6A44D80D9@diesel.bestpractical.com>
References: <20050428140023.7F6A44D80D9@diesel.bestpractical.com>
Message-ID: <1114698199.8663.9.camel@tech01.pictage.com>

Sessions table is used internally by Apache.  I have recently deleted
all sessions entries older than a month, I feel that it is a safe thing
to do - the change had no effect on my instance of RT.
It'd be a good practice to include sessions table cleaning routine into
one of your regular maintenance scripts.

-anya

On Thu, 2005-04-28 at 10:00 -0400, rt-users-
request at lists.bestpractical.com 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: Question on setting up email of tickets (Sam Snow)
>    2. setting priority in rt-mailgate (Andrew Xenides)
>    3. Re: Let everybody see all tickets (seph)
>    4. Re: RT3 Cannot select a queue to create a new ticket (seph)
>    5. Re: Export RT data to CSV file (seph)
>    6. CreateTicket - Template question (Ruediger Riediger)
>    7. Re: Re: Let everybody see all tickets (Jan-Frode Myklebust)
>    8. Re: Let everybody see all tickets (seph)
>    9. Re: Let everybody see all tickets (m.bruni at ifad.org)
>   10. Session table growing. (Barnacle Bob)
> 
> 
> ----------------------------------------------------------------------
> 
> Message: 1
> Date: Wed, 27 Apr 2005 16:59:35 -0500
> From: Sam Snow 
> Subject: Re: [rt-users] Question on setting up email of tickets
> To: Jonathan Jesse 
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <42700B47.7080202 at christianheritageschool.org>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
> 
> Jonathan Jesse wrote:
> > Pardon the ignorance, but I could not find any help through
> > wiki.bestpractical.com, but I would like to use an existing smtp server
> > to send emails from rt to the rest of my group.
> > I am somewhat new to Linux so would need some help on setting this up.
> > We currently use MS Exchange as our mail/groupwise program w/ Active
> > Directory.  I have some Copiers w/ the scan -> email function that uses
> > my smtp server on my exchange server to send emails to people inside my
> > organization.  I would like to do the same thing w/ RT.  Bounce emails
> > off my exchange servers smtp server.  How can I do that?
> > 0
> > Thanks in advance
> > 
> > 
> 
> More details are needed.
> 1. What version and flavor of Linux are you running?
> 2. Do you have a working email server program installed on your current 
> Linux server? (if so, you just need to tell it where to send all the 
> messages-- ie, to the exchange server.)
> 
> Sam
> 
> 
> ------------------------------
> 
> Message: 2
> Date: Thu, 28 Apr 2005 11:28:20 +0930
> From: "Andrew Xenides" 
> Subject: [rt-users] setting priority in rt-mailgate
> To: 
> Message-ID: <20050428020234.A1BF861C232 at sr-gw.esc.net.au>
> Content-Type: text/plain; charset="us-ascii"
> 
> I am inserting jobs in to a queue using rt-mailgate by a php script sending
> email
>  
> however, different jobs require different priority, am i able to set the
> priority on a job by job basis from the email, or can i make a different
> alias for each job type and point them to a different mailgate command to
> set the priority?
>  
> thanks
>  
> 
> Andrew Xenides
> Web Developer
> EscapeNet 
> 465 South Road
> Keswick SA 5035
> T: (08) 8292 5200
> F: (08) 8292 5299
> E: andrew at staff.esc.net.au
> W: http://www.esc.net.au
> 
>  
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20050428/1f78f208/attachment-0001.htm
> 
> ------------------------------
> 
> Message: 3
> Date: Wed, 27 Apr 2005 23:02:24 -0400
> From: seph 
> Subject: [rt-users] Re: Let everybody see all tickets
> To: rt-users at lists.bestpractical.com
> Message-ID: 
> Content-Type: text/plain; charset=us-ascii
> 
> > I would want all our autogenerated/unprivileged users to see and
> > search all tickets in the system. I've tried adding all privileges to
> > the "Everyone" group, but the users still can't see any other tickets
> > than their own (unless typing in the ticket number directly in the
> > GotoTicket box).
> 
> Are you using the SelfService interface? I'm not sure it does that. 
> 
> seph
> 
> 
> ------------------------------
> 
> Message: 4
> Date: Wed, 27 Apr 2005 23:13:29 -0400
> From: seph 
> Subject: [rt-users] Re: RT3 Cannot select a queue to create a new
> 	ticket
> To: "Cameron Beattie" 
> Cc: rt-users at lists.bestpractical.com
> Message-ID: 
> Content-Type: text/plain; charset=us-ascii
> 
> > However when a non-privelaged user that I have created logs in and
> > attempts to create a new ticket they get the CreateTicketInQueue.html
> > page up and are asked to "select a queue for your new ticket". However
> > there is no place for them to do this.
> 
> I believe that would normally be a pulldown list of allowed
> queues. Does Everyone of Unprivledged have create ticket rights in any
> queues?
> 
> seph
> 
> 
> ------------------------------
> 
> Message: 5
> Date: Wed, 27 Apr 2005 23:28:27 -0400
> From: seph 
> Subject: [rt-users] Re: Export RT data to CSV file
> To: "Steinigans-Hillemann, Joerg"
> 	
> Cc: rt-users at lists.bestpractical.com
> Message-ID: 
> Content-Type: text/plain; charset=us-ascii
> 
> > Is there any other way to export data from the RT (3.0.11)? Maybe a
> > perl script or other reporting utilities?
> 
> Yes, you can right a perl script around the api to spit back csv, or
> whatever you want. the command line interface might also be able to do
> what you want.
> 
> seph
> 
> 
> ------------------------------
> 
> Message: 6
> Date: Thu, 28 Apr 2005 10:39:50 +0200
> From: Ruediger Riediger 
> Subject: [rt-users] CreateTicket - Template question
> To: rt-users at lists.bestpractical.com
> Message-ID: <4270A156.8010703 at sun.com>
> Content-Type: text/plain; charset=ISO-8859-15
> 
> Hello RT community,
> 
> is there any way to include the ticket number from a "CreateTicket"
> action into the template of the CreateTicket?
> 
> E.g. I want to include the string
> 
>   please reply with the subject "[RT-name #12345]"
> 
> in the ticket created through "===Create-Ticket: Inform", with 12345 the
> number of the just created ticket. This will then be sent automatically
> (On Create Notify Requester with Template Global: Correspond).
> 
> If I put {$Ticket->id} into the template, it will give the number of the
> ticket this is run from. {$Tickets{'TOP'}->id} gives the same number
> (this is the correct way to get the number of the creating ticket after
> all). {$Tickets{'Inform'}->id} is not yet defined.
> 
> What else to use?
> 
> 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
> ------------------------------------------------------------------------
> 
> 
> ------------------------------
> 
> Message: 7
> Date: Thu, 28 Apr 2005 13:36:55 +0200
> From: Jan-Frode Myklebust 
> Subject: Re: [rt-users] Re: Let everybody see all tickets
> To: rt-users at lists.bestpractical.com
> Message-ID: <20050428113655.GA15760 at ii.uib.no>
> Content-Type: text/plain; charset=us-ascii
> 
> On Wed, Apr 27, 2005 at 11:02:24PM -0400, seph wrote:
> > 
> > Are you using the SelfService interface? I'm not sure it does that. 
> 
> Yes, when logging in as unprivileged user, one is dropped into the
> SelfService interface... Is this configurable? Are there any other
> interfaces suitable for the unprivileged users?
> 
> 
>   -jf
> 
> 
> ------------------------------
> 
> Message: 8
> Date: Thu, 28 Apr 2005 07:47:39 -0400
> From: seph 
> Subject: [rt-users] Re: Let everybody see all tickets
> To: rt-users at lists.bestpractical.com
> Message-ID: 
> Content-Type: text/plain; charset=us-ascii
> 
> > Yes, when logging in as unprivileged user, one is dropped into the
> > SelfService interface... Is this configurable? Are there any other
> > interfaces suitable for the unprivileged users?
> 
> Ah. I'm not sure, but I suspect not. Why not just create them privledged?
> 
> seph
> 
> 
> ------------------------------
> 
> Message: 9
> Date: Thu, 28 Apr 2005 05:01:51 +0200
> From: m.bruni at ifad.org
> Subject: [rt-users] Re: Let everybody see all tickets
> To: rt-users at lists.bestpractical.com
> Message-ID: 
> Content-Type: text/plain;  format=flowed;  charset="utf-8"
> 
> I am on duty travel until May 4th.
> If your query requires immediate attention, please call Hotline ext. 2121. 
> 
> Regards 
> 
> Marco Bruni 
> 
> 
> 
> ________________________________________________________
> 2005 is the International Year of Microcredit -
> Microfinance is one way to fight poverty in rural areas,
> where most of the world's poorest people live.
> ________________________________________________________
> Mail Scanned by AntiVirus (Clean Mail)
> *.#IFAD#.*
> 
> ________________________________________________________
> 
> 
> 
> 
> ------------------------------
> 
> Message: 10
> Date: Thu, 28 Apr 2005 09:53:33 -0400
> From: Barnacle Bob 
> Subject: [rt-users] Session table growing.
> To: "rt-users at lists.bestpractical.com"
> 	
> Message-ID: 
> Content-Type: text/plain; charset=ISO-8859-1
> 
> Hello everyone,
>     I was recently browsing through my databases and spied that the RT
> session table has grown to 10 meg.  I was wondering what is stored in
> this table as i thought session data would be cleared at some point. 
> (oldest entries seem to be over a year old, about when we started
> using RT).  My question is: is it safe to just delete everything that
> has not been updated in a month or so?
> 
> -Karl Pietri
> 
> 
> ------------------------------
> 
> _______________________________________________
> 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 13, Issue 100
> *****************************************



From dermot.williams at irishbroadband.ie  Thu Apr 28 10:24:14 2005
From: dermot.williams at irishbroadband.ie (Dermot Williams)
Date: Thu, 28 Apr 2005 15:24:14 +0100
Subject: [rt-users] Advanced Query Patch
Message-ID: <8FF1B96416403640A9EB105C269BAA74EA8AD9@dubms01.irishbroadband.ie>

Hi,

We've come across a 'problem' with the advanced query tool recently.
Basically, because we've now got over 8000 requestor emails in the
backend db, it was taking between 25 and 40 seconds for the Query
Builder page to open (I'm convinced that most of the delay is caused by
the client's browser, rather than the actual speed at which the MySQL
server can run the query). Our Customer Service manager was getting very
frustrated as result ( a sizable portion of his day is spent searching
for prior history for clients). Since the part of the builder that uses
the requestor email addresses is pretty redundant (the very next field
does pretty much the same job and then some), I decided to remove it.
The patch for my change is below. Some of you guys might find this
useful.

On a related note, does anyone have a nice tool that will remove all
tickets that are marked as deleted and then remove all users that no
longer have a ticket associated with them?



--- PickBasics.bak      2005-04-28 14:51:29.000000000 +0100
+++ PickBasics  2005-04-28 15:05:05.000000000 +0100
@@ -96,21 +96,6 @@
 <& /Elements/SelectStatus, Name => "ValueOfStatus", SkipDeleted => 1 &>
    - - -<& /Elements/SelectBoolean, Name => "ActorOp", - TrueVal=> '=', - FalseVal => '!=' -&> - -<& /Elements/SelectOwner, Name => "ValueOfActor" &> -
    <& SelectPersonType, Name => 'WatcherField', Default => 'Requestor' &> Dermot Williams Network Operations Engineer Irish Broadband Internet Services Ltd. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jjesse at ftpb.com Thu Apr 28 10:53:06 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Thu, 28 Apr 2005 10:53:06 -0400 Subject: [rt-users] Question on setting up email of tickets In-Reply-To: <42700B47.7080202@christianheritageschool.org> References: <1114635634.13158.52.camel@localhost.localdomain> <42700B47.7080202@christianheritageschool.org> Message-ID: <1114699986.9147.4.camel@localhost.localdomain> Using Debian Sarge and to setup RT I did an apt-get install request-tracker3. I think it installed Exim as one of the dependencies. On Wed, 2005-04-27 at 16:59 -0500, Sam Snow wrote: > Jonathan Jesse wrote: > > Pardon the ignorance, but I could not find any help through > > wiki.bestpractical.com, but I would like to use an existing smtp server > > to send emails from rt to the rest of my group. > > I am somewhat new to Linux so would need some help on setting this up. > > We currently use MS Exchange as our mail/groupwise program w/ Active > > Directory. I have some Copiers w/ the scan -> email function that uses > > my smtp server on my exchange server to send emails to people inside my > > organization. I would like to do the same thing w/ RT. Bounce emails > > off my exchange servers smtp server. How can I do that? > > > > Thanks in advance > > > > > > More details are needed. > 1. What version and flavor of Linux are you running? > 2. Do you have a working email server program installed on your current > Linux server? (if so, you just need to tell it where to send all the > messages-- ie, to the exchange server.) > > Sam From sam.snow at christianheritageschool.org Thu Apr 28 10:56:29 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Thu, 28 Apr 2005 08:56:29 -0600 (MDT) Subject: [rt-users] Advanced Query Patch In-Reply-To: <8FF1B96416403640A9EB105C269BAA74EA8AD9@dubms01.irishbroadband.ie> References: <8FF1B96416403640A9EB105C269BAA74EA8AD9@dubms01.irishbroadband.ie> Message-ID: <6527.192.136.16.3.1114700189.squirrel@aslan.christianheritageschool.org> Dermot Williams said: > Hi, > >> > On a related note, does anyone have a nice tool that will remove all > tickets that are marked as deleted and then remove all users that no > longer have a ticket associated with them? > See RTx-Shredder at http://search.cpan.org/~ruz/RTx-Shredder/ From jesse at bestpractical.com Thu Apr 28 11:58:48 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 28 Apr 2005 11:58:48 -0400 Subject: [rt-users] Re: Let everybody see all tickets In-Reply-To: References: Message-ID: <20050428155848.GC32766@bestpractical.com> On Thu, Apr 28, 2005 at 05:01:51AM +0200, m.bruni at ifad.org wrote: > I am on duty travel until May 4th. > If your query requires immediate attention, please call Hotline ext. 2121. You seem to have a broken autoresponder that's responding to public lists. For the time being, I've removed your subscription to rt-users. Please feel free to rejoin the list when you've returned from travel and beaten your vacation message into submission. Best, Jesse > > Regards > > Marco Bruni > > > > ________________________________________________________ > 2005 is the International Year of Microcredit - > Microfinance is one way to fight poverty in rural areas, > where most of the world's poorest people live. > ________________________________________________________ > Mail Scanned by AntiVirus (Clean Mail) > *.#IFAD#.* > > ________________________________________________________ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From ennis at mail.twcgb.net Thu Apr 28 12:48:10 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Thu, 28 Apr 2005 11:48:10 -0500 (CDT) Subject: [rt-users] Command Line Interface: How To put in newline????????? Message-ID: <200504281648.j3SGmA123142@mail.twcgb.net> RT version 3.4.1 OS : Fedora Core 3 DB: MySQ: 4.1.x I'm using the CLI to create tickets in RT, using the following command: /usr/local/rt3/bin/rt create -t ticket -i < ./do but when the ticket is created it shows up as one long line in RT! What do I need to do to make the "Text:" entries show up as individual lines in RT?? I've tried quotes, double quotes, \r and \n and \\r and \\nn and still I just get one big jumbled mess as the history of the ticket in RT????? The file "./do" is as below: id: ticket/new Queue: eng-www Requestor: ennis Subject: Please make a web form for data center usage Cc: ennis AdminCc: Owner: ennis Status: open Priority: 8 InitialPriority: 8 FinalPriority: 0 TimeEstimated: 80 Starts: Due: 2005-04-27 21:20:00 Text: Hey did this work? Text: Text: -------------- Text: -------------- Text: -------------- Text: -------------- Text: -------------- Text: -------------- Text: Text: This email is CONFIRMATION of an ENGINEERING DATA CENTER OUTAGE !!!!!!!!!!! Text: Text: START DATE: 04 27, 2005 at 20:00 Military Time Text: Text: END DATE: 04 27, 2005 at 21:20 Military Time Text: Text: Affected System(s): SciAtl DNCS Text: Affected System(s): C-COR HQ server Text: Text: Please read below for further outage information! Text: Text: =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Text: Text: The reason for the Planned Outage Statement Of Work is to provide Text: a point at which the proposed activity can be viewed by a third party Text: and reviewed for required cross team involvement, cross-affiliate Text: implications, and change control. This electronic form and a simple Text: drawing are required to be submitted before the outage can be scheduled Text: and requires prior approval by engineering department management. Ya da ya da ya da .... What do I need to do Ennis McCaffrey Time Warner Cable Digital Network Engineer 1001 West Kennedy Avenue PO Box 145 Kimberly, WI 54136 (920) 831-9220 Office (920) 378-0416 Cell Ennis at Mail.TWCGB.NET From jjesse at ftpb.com Thu Apr 28 13:08:35 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Thu, 28 Apr 2005 13:08:35 -0400 Subject: [rt-users] Question on setting up email of tickets In-Reply-To: <1114699986.9147.4.camel@localhost.localdomain> References: <1114635634.13158.52.camel@localhost.localdomain> <42700B47.7080202@christianheritageschool.org> <1114699986.9147.4.camel@localhost.localdomain> Message-ID: <1114708115.9147.10.camel@localhost.localdomain> I ran a dpkg-reconfigure exim4-config and choose each option and tested it and figured it out. Works good nw On Thu, 2005-04-28 at 10:53 -0400, Jonathan Jesse wrote: > Using Debian Sarge and to setup RT I did an apt-get install > request-tracker3. I think it installed Exim as one of the dependencies. > > On Wed, 2005-04-27 at 16:59 -0500, Sam Snow wrote: > > Jonathan Jesse wrote: > > > Pardon the ignorance, but I could not find any help through > > > wiki.bestpractical.com, but I would like to use an existing smtp server > > > to send emails from rt to the rest of my group. > > > I am somewhat new to Linux so would need some help on setting this up. > > > We currently use MS Exchange as our mail/groupwise program w/ Active > > > Directory. I have some Copiers w/ the scan -> email function that uses > > > my smtp server on my exchange server to send emails to people inside my > > > organization. I would like to do the same thing w/ RT. Bounce emails > > > off my exchange servers smtp server. How can I do that? > > > > > > Thanks in advance > > > > > > > > > > More details are needed. > > 1. What version and flavor of Linux are you running? > > 2. Do you have a working email server program installed on your current > > Linux server? (if so, you just need to tell it where to send all the > > messages-- ie, to the exchange server.) > > > > Sam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From sam.snow at christianheritageschool.org Thu Apr 28 13:33:30 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Thu, 28 Apr 2005 11:33:30 -0600 (MDT) Subject: [rt-users] Question on setting up email of tickets In-Reply-To: <1114708115.9147.10.camel@localhost.localdomain> References: <1114635634.13158.52.camel@localhost.localdomain> <42700B47.7080202@christianheritageschool.org> <1114699986.9147.4.camel@localhost.localdomain> <1114708115.9147.10.camel@localhost.localdomain> Message-ID: <46803.192.136.16.3.1114709610.squirrel@aslan.christianheritageschool.org> Jonathan Jesse said: > I ran a dpkg-reconfigure exim4-config and choose each option and tested > it and figured it out. Works good nw > > I'm glad you got it figured out! Sam From Jan-Frode.Myklebust at bccs.uib.no Thu Apr 28 16:02:42 2005 From: Jan-Frode.Myklebust at bccs.uib.no (Jan-Frode Myklebust) Date: Thu, 28 Apr 2005 22:02:42 +0200 Subject: [rt-users] Re: Let everybody see all tickets In-Reply-To: References: <20050425123608.GA9123@ii.uib.no> <20050428113655.GA15760@ii.uib.no> Message-ID: <20050428200242.GA24050@ii.uib.no> On Thu, Apr 28, 2005 at 07:47:39AM -0400, seph wrote: > > Ah. I'm not sure, but I suspect not. Why not just create them privledged? Not sure why not... Is that the way to solve this? Auto-create all users as priviledged users upon ticket submission ? I would be very interested to hear how others solve this.. -jf From seph at directionless.org Thu Apr 28 17:13:29 2005 From: seph at directionless.org (seph) Date: Thu, 28 Apr 2005 17:13:29 -0400 Subject: [rt-users] Re: Let everybody see all tickets In-Reply-To: <20050428200242.GA24050@ii.uib.no> (Jan-Frode Myklebust's message of "Thu, 28 Apr 2005 22:02:42 +0200") References: <20050425123608.GA9123@ii.uib.no> <20050428113655.GA15760@ii.uib.no> <20050428200242.GA24050@ii.uib.no> Message-ID: >> Ah. I'm not sure, but I suspect not. Why not just create them privledged? > > Is that the way to solve this? Auto-create all users as priviledged > users upon ticket submission ? > > I would be very interested to hear how others solve this.. I'm not sure what problem you're trying to solve, so I'm not sure how people usually solve it... Can you describe your application a bit more? seph From ccovington at plusone.com Thu Apr 28 17:19:59 2005 From: ccovington at plusone.com (Covington, Chris) Date: Thu, 28 Apr 2005 17:19:59 -0400 Subject: [rt-users] email address per queue Message-ID: Hi all, The GUI seems to allow this on the Queue configuration page. Is it possible to setup an email address for each queue? If so, how? (I'm running on Linux / FASTCGI / Postfix). --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From bwspolarich at uscar.org Thu Apr 28 17:43:08 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Thu, 28 Apr 2005 17:43:08 -0400 Subject: [rt-users] email address per queue Message-ID: <3AF76382C31760418AF0FBFD84F71403022DC060@MI8NYCMAIL07.Mi8.com> rt-users-bounces at lists.bestpractical.com wrote: > Hi all, > > The GUI seems to allow this on the Queue configuration page. > Is it possible to setup an email address for each queue? If > so, how? (I'm running on Linux / FASTCGI / Postfix). Chris, RT doesn't directly have anything to say about how you get e-mail into it. Basically you configure your mail system to direct mail to the 'rt-mailgate' program with the appropriate arguments to direct the message to the appopriate queue. The e-mail address you configure in the Queue setup specifies to RT what it will put in the headers of e-mail that RT generates, so this needs to match up with what you have in your aliases file for your MTA, and any DNS, relay config, or other external dependencies that are required to get mail to your server. Here's a typical /etc/aliases entry for sendmail or postfix: queue-name: "|rt-mailgate --queue queue-name --action correspond --url http://yourserver.org/rt/" rt-mailgate communicates with RT via the web server, so the URL needs to point to whereever RT is configured from Apache. -bws From ccovington at plusone.com Thu Apr 28 18:03:18 2005 From: ccovington at plusone.com (Covington, Chris) Date: Thu, 28 Apr 2005 18:03:18 -0400 Subject: [rt-users] email address per queue Message-ID: > Chris, RT doesn't directly have anything to say about > how you get e-mail into it. Basically you configure > your mail system to direct mail to the 'rt-mailgate' > program with the appropriate arguments to direct the > message OK, Since it doesn't seem like you can have multiple values for: Set($CorrespondAddress , ''); Set($CommentAddress , ''); Set($RTAddressRegexp , ''); Is it possible to have different aliases for each queue, or will this screw up RT's loop detection as in RT_SiteConfig.pm? --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From joby at u.washington.edu Thu Apr 28 18:09:16 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 28 Apr 2005 15:09:16 -0700 Subject: [rt-users] email address per queue In-Reply-To: References: Message-ID: <42715F0C.1030702@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Covington, Chris wrote: > OK, > > Since it doesn't seem like you can have multiple values for: > > Set($CorrespondAddress , ''); > Set($CommentAddress , ''); > Set($RTAddressRegexp , ''); > > Is it possible to have different aliases for each queue, or will this > screw up RT's loop detection as in RT_SiteConfig.pm? > The siteconfig settings are just the defaults. Each queue can have its own address, but that is configured within RT as the "Basic" information for a queue. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCcV8MgA0gpghkf88RAkDPAJ9Dj7eelwxbX+zak0+34wUfAY2/UgCfT12T PeRnjighzOlpvPoPyDfhjBU= =ksgk -----END PGP SIGNATURE----- From mail.sw.rt.users at spam.fi.basen.net Thu Apr 28 18:31:27 2005 From: mail.sw.rt.users at spam.fi.basen.net (Kaj J. Niemi) Date: Fri, 29 Apr 2005 01:31:27 +0300 (EEST) Subject: [rt-users] automated creation/updating of tickets? Message-ID: <20050428223127.1A8CF2F416A@localhost.localdomain> Hi, I'm curious to what interface(s), if any, people use for automated creation of tickets in RT from external systems, say, NMS systems, trap consolidation programs, etc. Part of the problem is of course that the originating system needs to obtain the newly created ticket's number in order to be able to append information to it. The mail gateway and corresponding auto-reply is fine for us humans. :-) Is this something that is planned in the future or roll my own? It seems like the rt-soap-server.pl doesn't like rt 3.4.x nor do I really have the need for SOAP either.. // kaj From jam at omnigroup.com Thu Apr 28 19:12:33 2005 From: jam at omnigroup.com (James Moore) Date: Thu, 28 Apr 2005 16:12:33 -0700 Subject: [rt-users] Wiki down? In-Reply-To: References: Message-ID: I'm still getting an Internal Server error when I visit the wiki. Is it down for anyone else? -James On Apr 13, 2005, at 7:11 PM, James Moore wrote: > http://wiki.bestpractical.com/ > > is giving me an internal server error. > > -James > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From jam at omnigroup.com Thu Apr 28 19:26:13 2005 From: jam at omnigroup.com (James Moore) Date: Thu, 28 Apr 2005 16:26:13 -0700 Subject: [rt-users] Wiki down? In-Reply-To: References: Message-ID: I must be living in crazyland because several people claim it's working for them however I'm still having a problem: [jam @ lapras]>curl http://wiki.bestpractical.com/ 500 Internal Server Error

    Internal Server Error

    The server encountered an internal error or misconfiguration and was unable to complete your request.

    Please contact the server administrator, jesse at bestpractical.com and inform them of the time the error occurred, and anything you might have done that may have caused the error.

    More information about this error may be available in the server error log.

    Apache/1.3.33 Server at wiki.bestpractical.com Port 80
    --------------- I'm not going through any proxies that I know of. Could someone on a Mac let me know if they're having any trouble? -James On Apr 28, 2005, at 4:12 PM, James Moore wrote: > I'm still getting an Internal Server error when I visit the wiki. Is > it down for anyone else? > > -James > > > > > On Apr 13, 2005, at 7:11 PM, James Moore wrote: > >> http://wiki.bestpractical.com/ >> >> is giving me an internal server error. >> >> -James >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! >> (Boston, San Francisco, Austin, Sydney) Contact >> training at bestpractical.com for details. >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From jesse at bestpractical.com Thu Apr 28 19:30:32 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 28 Apr 2005 19:30:32 -0400 Subject: [rt-users] Wiki down? In-Reply-To: References: Message-ID: <20050428233032.GB1607@bestpractical.com> On Thu, Apr 28, 2005 at 04:26:13PM -0700, James Moore wrote: > I must be living in crazyland because several people claim it's working > for them however I'm still having a problem: What IP are you coming from? We've cut off some of the worst spammers at the /24 level. That could cause what you're seeing. From red at mit.edu Thu Apr 28 19:17:45 2005 From: red at mit.edu (Rachel Elizabeth Dillon) Date: Thu, 28 Apr 2005 19:17:45 -0400 Subject: [rt-users] Wiki down? In-Reply-To: References: Message-ID: <20050428231745.GG25734@yiff.mit.edu> Looks fine to me in w3m and Firefox. -r. On Thu, Apr 28, 2005 at 04:12:33PM -0700, James Moore wrote: > I'm still getting an Internal Server error when I visit the wiki. Is it > down for anyone else? > > -James > > > > > On Apr 13, 2005, at 7:11 PM, James Moore wrote: > > >http://wiki.bestpractical.com/ > > > >is giving me an internal server error. > > > >-James > > > > > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >RT Administrator and Developer training is coming to your town soon! > >(Boston, San Francisco, Austin, Sydney) Contact > >training at bestpractical.com for details. > > > >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 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From seph at directionless.org Thu Apr 28 22:25:10 2005 From: seph at directionless.org (seph) Date: Thu, 28 Apr 2005 22:25:10 -0400 Subject: [rt-users] Re: email address per queue In-Reply-To: (Chris Covington's message of "Thu, 28 Apr 2005 18:03:18 -0400") References: Message-ID: > Since it doesn't seem like you can have multiple values for: > > Set($CorrespondAddress , ''); > Set($CommentAddress , ''); > Set($RTAddressRegexp , ''); > > Is it possible to have different aliases for each queue, or will this > screw up RT's loop detection as in RT_SiteConfig.pm? As someone else said, CommentAddress and CorrespondAddress are just the default, RT uses them if the queue specific ones aren't set. However, RTAddressRegexp is a regexp, not a single value, and should be set to match them all. seph From seph at directionless.org Thu Apr 28 22:28:13 2005 From: seph at directionless.org (seph) Date: Thu, 28 Apr 2005 22:28:13 -0400 Subject: [rt-users] Re: automated creation/updating of tickets? In-Reply-To: <20050428223127.1A8CF2F416A@localhost.localdomain> (Kaj J. Niemi's message of "Fri, 29 Apr 2005 01:31:27 +0300 (EEST)") References: <20050428223127.1A8CF2F416A@localhost.localdomain> Message-ID: > I'm curious to what interface(s), if any, people use for automated creation > of tickets in RT from external systems, say, NMS systems, trap consolidation > programs, etc. Part of the problem is of course that the originating system > needs to obtain the newly created ticket's number in order to be able to > append information to it. The mail gateway and corresponding auto-reply is > fine for us humans. :-) Since I'm a perl guy, I use the perl API. One way to get around not knowing the ticket id, is to have the reporting system stick its id into a custom field. seph From ravishankar at cbayscribe.com Thu Apr 28 23:46:19 2005 From: ravishankar at cbayscribe.com (Ravi Shankar) Date: Fri, 29 Apr 2005 09:16:19 +0530 Subject: [rt-users] How to configure RT to update RT through email Message-ID: <20050429035305.037CC4D8098@diesel.bestpractical.com> Hi, I'm new to RT and I'm trying to setup in our office. Can any one explain the configurations required so that request sent via email gets updated in RT. Except this function all other things are working fine for me. Regards, Ravi Shankar -------------- next part -------------- An HTML attachment was scrubbed... URL: From jens at porup.com Fri Apr 29 01:23:35 2005 From: jens at porup.com (Jens Porup) Date: Fri, 29 Apr 2005 15:23:35 +1000 Subject: [rt-users] local customizations: debian packaging? Message-ID: <20050429052335.GA22704@vanilla.office.cyber.com.au> Greetings all, We're moving toward debian packaging all our in-house software for internal (and, occasionally, external) distribution. Our local customizations of RT, however, pose a bit of a problem--random bits and pieces all over the place! Anyone come across this problem before? Ideas? Suggestions? Thanks, Jens From jeff at cepheid.org Fri Apr 29 02:50:33 2005 From: jeff at cepheid.org (Jeff Bachtel) Date: Fri, 29 Apr 2005 01:50:33 -0500 Subject: [rt-users] local customizations: debian packaging? In-Reply-To: <20050429052335.GA22704@vanilla.office.cyber.com.au> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> Message-ID: <20050429065033.GH66514@cepheid.org> > Our local customizations of RT, however, pose a bit of a problem--random > bits and pieces all over the place! > > Anyone come across this problem before? Ideas? Suggestions? I don't entirely understand the problem. Debian's packaging system is more or less designed to handle files going all over the place. What sorts of bits and pieces are causing problems, exactly? jeff From jens at porup.com Fri Apr 29 03:23:48 2005 From: jens at porup.com (Jens Porup) Date: Fri, 29 Apr 2005 17:23:48 +1000 Subject: [rt-users] local customizations: debian packaging? In-Reply-To: <20050429065033.GH66514@cepheid.org> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> <20050429065033.GH66514@cepheid.org> Message-ID: <20050429072348.GA23693@vanilla.office.cyber.com.au> On Fri, Apr 29, 2005 at 01:50:33AM -0500, Jeff Bachtel wrote: > > Our local customizations of RT, however, pose a bit of a problem--random > > bits and pieces all over the place! > > > > Anyone come across this problem before? Ideas? Suggestions? > > I don't entirely understand the problem. Debian's packaging system is > more or less designed to handle files going all over the place. point taken. > > What sorts of bits and pieces are causing problems, exactly? Perhaps I've asked too soon. It's been six months and more since I last was working on our local customizations, but things like cron jobs for the rt user, overlay stuff, etc, etc. I'm sure I'll think of more later. Problems of upgrading versions also come to mind. Because local stuff doesn't tend to have a cohesive whole--it's bits and pieces everywhere that, in themselves, are completely meaningless. Sure, you can declare a dependency to a particular version of RT, but you get my drift, right? Has anyone else had this requirement, and, if so, how have you approached it? Jens From jeff at cepheid.org Fri Apr 29 03:58:46 2005 From: jeff at cepheid.org (Jeff Bachtel) Date: Fri, 29 Apr 2005 02:58:46 -0500 Subject: [rt-users] local customizations: debian packaging? In-Reply-To: <20050429072348.GA23693@vanilla.office.cyber.com.au> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> <20050429065033.GH66514@cepheid.org> <20050429072348.GA23693@vanilla.office.cyber.com.au> Message-ID: <20050429075846.GI66514@cepheid.org> > > > > What sorts of bits and pieces are causing problems, exactly? > > Perhaps I've asked too soon. It's been six months and more since I last > was working on our local customizations, but things like cron jobs for > the rt user, overlay stuff, etc, etc. I'm sure I'll think of more later. Ahh, ok, I understand a little better. If I understand you correctly and you're actually using the Debian RT package, and want to package your customizations, then there are some definite things I'd do. I'd have the your local package depend, of course, on the precise RT version it was designed to work with. I'd package overlay files, and any local-specific configuration files that aren't user-changed. I'd then setup a config method in the Debian package for any options your local admins should have. And I'd have a postinst method to do the final configuration of cron jobs and things that aren't purely files. I'm sorry if that sounds nonspecific. I can't tell if your a dpkg wiz (in which case everything I typed is useless, because you knew it :) or whether packaging in Debian is something new for you (in which case most of what I typed is useless, because the package structure and capabilities aren't yet terribly clear). Hopefully someone else will have use-cases that are useful to you :) jeff > > Problems of upgrading versions also come to mind. From adam.clarke at strategicdata.com.au Fri Apr 29 04:08:04 2005 From: adam.clarke at strategicdata.com.au (Adam Clarke) Date: Fri, 29 Apr 2005 18:08:04 +1000 Subject: [rt-users] local customizations: debian packaging? In-Reply-To: <20050429072348.GA23693@vanilla.office.cyber.com.au> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> <20050429065033.GH66514@cepheid.org> <20050429072348.GA23693@vanilla.office.cyber.com.au> Message-ID: <4271EB64.7020003@strategicdata.com.au> Jens Porup wrote: >>I don't entirely understand the problem. Debian's packaging system is >>more or less designed to handle files going all over the place. > > point taken. > > >>What sorts of bits and pieces are causing problems, exactly? The bits that cause the problem will not be the overlays or cronjobs. That is all pretty standard. The problem is things like scrips and custom fields. These exist inside RT's database and are difficult to version control / package. I think that a script that is clever enough to add / modify custom fields and scrips etc might be the solution. For simple backup this is not such an issue, just backup the database. For development it becomes an issue. Currently the workfow here is. 1 Set up a devel RT instance. 2 Copy production DB into the dev instance. 4 Muck around with custom fields, scrips, permissions etc. 5 Test - Repeat 4 - 5 till happy 6 Manually move the final changes over to the production RT I am thinking about something more like. 1 Set up a devel RT instance. 2 Copy production DB into the dev instance. 3 Hack on cusomisation package adding routines to move from old to new version of customisations 4 Install RT customisation package (on dev instance) which - Works out what version or RT customisations are installed. - Updates RT customisations to latest. 5 Test - Repeat steps 2 - 5 until happy 6 Update customisation package on production. How do other people do this? Cheers -- Adam Clarke Strategic Data Pty Ltd From i.norton at lancaster.ac.uk Fri Apr 29 04:36:44 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Fri, 29 Apr 2005 09:36:44 +0100 Subject: [rt-users] email address per queue Message-ID: <7F332A8009EE5D4CB62C87717A3498A10CE5FAB3@exchange-be1.lancs.ac.uk> Hi Chris, When you're creating your queue, you specify the addresses that you want it to send mail as. This doesn't automatically transfer to your MTA for receipt of mail. We use a small script to generate our alias file from the RT database which I have attached - it saves having to remember to generate the alias lines in addition to creating the queue :) Perhaps others will also find this script useful. We use exim as our MTA, which allows multiple alias files. I couldn't say if you'll need to munge the auto generated data into a single alias file if that's all your MTA supports. Regards, Ian. -- Ian Norton Mail & Systems Support Lancaster University, UK -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Covington, Chris Sent: 28 April 2005 23:03 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] email address per queue > Chris, RT doesn't directly have anything to say about > how you get e-mail into it. Basically you configure > your mail system to direct mail to the 'rt-mailgate' > program with the appropriate arguments to direct the > message OK, Since it doesn't seem like you can have multiple values for: Set($CorrespondAddress , ''); Set($CommentAddress , ''); Set($RTAddressRegexp , ''); Is it possible to have different aliases for each queue, or will this screw up RT's loop detection as in RT_SiteConfig.pm? --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com _______________________________________________ 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: rt-aliases Type: application/octet-stream Size: 869 bytes Desc: rt-aliases URL: From hallstein.lohne at ii.uib.no Fri Apr 29 04:56:30 2005 From: hallstein.lohne at ii.uib.no (Hallstein Lohne) Date: Fri, 29 Apr 2005 10:56:30 +0200 Subject: [rt-users] Removing space from passwords and user login Message-ID: <4271F6BE.40808@ii.uib.no> I just had a user that had problems logging in. her login displayed everything correct, except that her login (email-address) had a space first. thus she could not login. there is a problem in many e-mail clients that it's pretty hard to cut and paste an e-mail address. e.g. mymail at mycom.com when you click it, it opens a new window for message composing. and if you try to click and drag from outside the word, it's very easy that some extra spaces are included. ive seen this problem before at other webservices, and we've always solved this by removing spaces in the beginning and end of login/password (or other important forms). e.g. if you doubleclick on a word in internet explorer, you always get an extra space included. so please make it easier for my user (and other users) by removing spaces from starts or ending of login and passwords. From bortzmeyer at nic.fr Fri Apr 29 05:06:25 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Fri, 29 Apr 2005 11:06:25 +0200 Subject: [rt-users] Re: How to configure RT to update RT through email In-Reply-To: <20050429035305.037CC4D8098@diesel.bestpractical.com> References: <20050429035305.037CC4D8098@diesel.bestpractical.com> Message-ID: <20050429090625.GA2074@nic.fr> On Fri, Apr 29, 2005 at 09:16:19AM +0530, Ravi Shankar wrote a message of 92 lines which said: > I'm new to RT and I'm trying to setup in our office. Can any > one explain the configurations required so that request sent via > email gets updated in RT. http://wiki.bestpractical.com/index.cgi?ManualInstallation Search "SETTING UP THE MAIL GATEWAY" From bortzmeyer at nic.fr Fri Apr 29 05:08:51 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Fri, 29 Apr 2005 11:08:51 +0200 Subject: [rt-users] Re: local customizations: debian packaging? In-Reply-To: <4271EB64.7020003@strategicdata.com.au> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> <20050429065033.GH66514@cepheid.org> <20050429072348.GA23693@vanilla.office.cyber.com.au> <4271EB64.7020003@strategicdata.com.au> Message-ID: <20050429090851.GB2074@nic.fr> On Fri, Apr 29, 2005 at 06:08:04PM +1000, Adam Clarke wrote a message of 52 lines which said: > The problem is things like scrips and custom fields. These exist > inside RT's database and are difficult to version control / package. Yes, the problem is much more general than packaging. I want to manage my email templates in our version control system (Subversion) and the only solution I find is to have a "install" target in the Makefile which calls SQL UPDATE in the database. From jesse at bestpractical.com Fri Apr 29 05:11:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 29 Apr 2005 05:11:52 -0400 Subject: [rt-users] Re: local customizations: debian packaging? In-Reply-To: <20050429090851.GB2074@nic.fr> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> <20050429065033.GH66514@cepheid.org> <20050429072348.GA23693@vanilla.office.cyber.com.au> <4271EB64.7020003@strategicdata.com.au> <20050429090851.GB2074@nic.fr> Message-ID: <20050429091152.GN6112@bestpractical.com> > On Fri, Apr 29, 2005 at 06:08:04PM +1000, > Adam Clarke wrote > a message of 52 lines which said: > > > The problem is things like scrips and custom fields. These exist > > inside RT's database and are difficult to version control / package. > > Yes, the problem is much more general than packaging. I want to manage > my email templates in our version control system (Subversion) and the > only solution I find is to have a "install" target in the Makefile > which calls SQL UPDATE in the database. So. there are a couple things here. 1. Module::Install::RTx is a nice packaging tool to let you build and install custom RT extensions as perl modules 2. Those templates are Text::Template perl objects. Whcih means that you should be able to embed in them calls to, say, a perl module or to read a file from disk. Which should get you your versioning ;) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From sven.sternberger at desy.de Fri Apr 29 07:17:25 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 29 Apr 2005 13:17:25 +0200 Subject: [rt-users] s/mime signature get lost in rt! Message-ID: <1114773445.26143.4.camel@pcx3298.desy.de> RT: 3.0.12 Debian Sarge/Linux hello! my problem is that we think in our site about s/mime signatures in mails. the problem is that rt seems to break the mime structure of incoming emails, and convert every mime block to "text/plain". So is there a way to fix this? is there a version after 3.0 which can handle this? how big is the effort to code this? any help will be appreciate, but don't tell me to use gnupg ;-) best regards sven From mailing.debian at laposte.net Fri Apr 29 08:06:29 2005 From: mailing.debian at laposte.net (mailing.debian at laposte.net) Date: Fri, 29 Apr 2005 14:06:29 +0200 Subject: [rt-users] Autogen password autoreply template, lose password Message-ID: <42722345.4020408@laposte.net> Greetings all, I use RT with autogen password autoreply template, but most of my customers lose password. Is there a function or interface to ressent password to the E-mail login? Best regards. Arnaud From Jan-Frode.Myklebust at bccs.uib.no Fri Apr 29 09:08:35 2005 From: Jan-Frode.Myklebust at bccs.uib.no (Jan-Frode Myklebust) Date: Fri, 29 Apr 2005 15:08:35 +0200 Subject: [rt-users] Re: Let everybody see all tickets In-Reply-To: References: <20050425123608.GA9123@ii.uib.no> <20050428113655.GA15760@ii.uib.no> <20050428200242.GA24050@ii.uib.no> Message-ID: <20050429130835.GB9014@ii.uib.no> On Thu, Apr 28, 2005 at 05:13:29PM -0400, seph wrote: > > I'm not sure what problem you're trying to solve, so I'm not sure how > people usually solve it... Can you describe your application a bit more? > We use RT for support for the HPC-community in Norway. Users and support-staff are distributed across the universities. User-accounts are auto-created upon first ticket submission. Since this is a quite open crowd, we would like all our users to see all tickets and probably also be able to search trough old tickets. This is how it worked in our previous ticket system (wreq), and I would imagine it's a common wayof running the support for a small community. -jf From fjonckers at Interconnect.be Fri Apr 29 09:19:18 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Fri, 29 Apr 2005 15:19:18 +0200 Subject: [rt-users] RT using Windows platform Message-ID: The windows port of RT is using the registry for the default settings... Things like the helpdesk name, SMTP server, ... Are all stored in registry keys Running latest RT with success on windows 2003 server here.. Still doing a lot of tweaking... Some of the mysql and apache performance settings were not working for us I also downloaded the latest RT version (tgz) and replaced the beta setup version to have the latest RT version (don't forget to update the database) Still having some performance issues (the memory footprint of apache is way too big I think..) Btw.. We are running RT on Windows 2003 server - which is installed on MS Virtual Server (no dedicated server.. Yet..) I would prefer to use the SMTP relay server from MS instead of emailrelay - but could not find how to replace it (and stop emailrelay from running) Another issue i have is the fetchmail process taking 100% cpu (it's scheduled in win2003 to run every 2 minutes using Scheduled tasks) 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 jra at baylink.com Fri Apr 29 10:03:14 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 29 Apr 2005 10:03:14 -0400 Subject: [rt-users] Removing space from passwords and user login In-Reply-To: <4271F6BE.40808@ii.uib.no>; from Hallstein Lohne on Fri, Apr 29, 2005 at 10:56:30AM +0200 References: <4271F6BE.40808@ii.uib.no> Message-ID: <20050429100314.B8177@cgi.jachomes.com> On Fri, Apr 29, 2005 at 10:56:30AM +0200, Hallstein Lohne wrote: > there is a problem in many e-mail clients that it's pretty hard to cut > and paste an e-mail address. > > e.g. mymail at mycom.com when you click it, it opens a new window for > message composing. and if you try to click and drag from outside the > word, it's very easy that some extra spaces are included. > > ive seen this problem before at other webservices, and we've always > solved this by removing spaces in the beginning and end of > login/password (or other important forms). e.g. if you doubleclick on a > word in internet explorer, you always get an extra space included. > > > so please make it easier for my user (and other users) by removing > spaces from starts or ending of login and passwords. This sounds like a job for rt-bugs at bestpractical.com. :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From vicki at progeny.com Fri Apr 29 11:13:36 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 29 Apr 2005 10:13:36 -0500 Subject: [rt-users] Changing example.com to my domain Message-ID: <42724F20.4060200@progeny.com> Evidently when I installed RT, I forgot to change the example.com domain to my domain name. I have changed it now in the RT_SiteConfig.pm file, but apparently this file does not get reread each time a connection is made to rt since the rt session still says RT for example.com in the upper left corner. I looked at the VirtualHost setup in apache to ensure that it didn't specify example.com, and it doesn't. I shows the following: ServerName moe.mydomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 TimeOut 900 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason What do I have to do to reset example.com to mydomain.com? Vicki From rainer at ultra-secure.de Fri Apr 29 11:47:10 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 29 Apr 2005 17:47:10 +0200 Subject: [rt-users] How to display CustomField-values in "at a glance" ? Message-ID: <427256FE.1060309@ultra-secure.de> Hi, I managed to display non-custom-field values in these areas, but what is the right way to access them ? Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', Requestors, CustomField.Kundenname, QueueName, Priority, ExtendedStatus", ... "Requestors" is displayed (after I figured out the name, from the ColumnMap-file), but nothing from the custom-field. This doesn't work for me: http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch Does it still apply to the current RT-version? cheers, Rainer From afiglin at pictage.com Fri Apr 29 12:11:59 2005 From: afiglin at pictage.com (Anya Figlin) Date: Fri, 29 Apr 2005 09:11:59 -0700 Subject: [rt-users] Re: Changing example.com to my domain In-Reply-To: <20050429160005.2CBBF4D8174@diesel.bestpractical.com> References: <20050429160005.2CBBF4D8174@diesel.bestpractical.com> Message-ID: <1114791119.2946.7.camel@tech01.pictage.com> Have you restarted Apache? $ service httpd restart -anya On Fri, 2005-04-29 at 12:00 -0400, rt-users- request at lists.bestpractical.com 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. Changing example.com to my domain (Vicki Stanfield) > 2. How to display CustomField-values in "at a glance" ? > (Rainer Duffner) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 29 Apr 2005 10:13:36 -0500 > From: Vicki Stanfield > Subject: [rt-users] Changing example.com to my domain > To: rt-users at lists.bestpractical.com > Message-ID: <42724F20.4060200 at progeny.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Evidently when I installed RT, I forgot to change the example.com domain > to my domain name. I have changed it now in the RT_SiteConfig.pm file, > but apparently this file does not get reread each time a connection is > made to rt since the rt session still says RT for example.com in the > upper left corner. I looked at the VirtualHost setup in apache to ensure > that it didn't specify example.com, and it doesn't. I shows the following: > > > ServerName moe.mydomain.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > TimeOut 900 > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > What do I have to do to reset example.com to mydomain.com? > > Vicki > > > ------------------------------ > > Message: 2 > Date: Fri, 29 Apr 2005 17:47:10 +0200 > From: Rainer Duffner > Subject: [rt-users] How to display CustomField-values in "at a glance" > ? > To: rt-users at lists.bestpractical.com > Message-ID: <427256FE.1060309 at ultra-secure.de> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi, > > I managed to display non-custom-field values in these areas, but what is > the right way to access them ? > > Format => "' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', > ' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__/TITLE:Subject', > Requestors, CustomField.Kundenname, QueueName, Priority, ExtendedStatus", > > ... > > "Requestors" is displayed (after I figured out the name, from the > ColumnMap-file), but nothing from the custom-field. > > This doesn't work for me: > http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch > Does it still apply to the current RT-version? > > > > cheers, > Rainer > > > ------------------------------ > > _______________________________________________ > 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 13, Issue 106 > ***************************************** From danilche at cs.umass.edu Fri Apr 29 11:08:32 2005 From: danilche at cs.umass.edu (Victor Danilchenko) Date: Fri, 29 Apr 2005 11:08:32 -0400 (EDT) Subject: [rt-users] Bugs in RT 3.4.1? Message-ID: Hi, We have recently upgraded from RT 3.0.6 to RT 3.4.1, and I noticed a couple of bugs. 1) When you click on Comment/Reply/Resolve tabs in the ticket view, a comment transaction is added. it has no text attachments, and it gets added even if you do nothing in the update page, just go right back. The actual update, if you make it, gets added normally as a separate transaction. 2) When I specify CC or BCC in the update window, it never gets processed. The addresses specified there never get a copy of the message. Ticket CCs work just fine, though. 3) if someone is both AdminCC for the queue and the ticket owner, they get correspondence twice for tickets in their queue. Now this is clearly because we have two scrips for it (one to copy AdminCCs on correspondence, and one to copy owners), but this behavior wasn't occurring in RT 3.0.6 -- before, RT was apparently uniquifying the recipient lists in some manner. If this is not a bug, what reasonable solution should I implement? it's not a major problem, but it's an annoyance. In fact, none of these are major problems, not even #2, because we have ACL-locked-down RT installation, so we CC people by adding them to the ticket CC list; still, these issues, at least ##1&2, seem to be bugs. Any ideas, folks? -- | Victor Danilchenko | Curiosity was framed; | | danilche at cs.umass.edu | Ignorance killed the cat. | | CSCF | 5-4231 | -- Anonymous | From jesse at bestpractical.com Fri Apr 29 12:35:39 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 29 Apr 2005 12:35:39 -0400 Subject: [rt-users] Bugs in RT 3.4.1? In-Reply-To: References: Message-ID: <20050429163539.GR6112@bestpractical.com> On Fri, Apr 29, 2005 at 11:08:32AM -0400, Victor Danilchenko wrote: > Hi, > We have recently upgraded from RT 3.0.6 to RT 3.4.1, and I > noticed a couple of bugs. > > 1) When you click on Comment/Reply/Resolve tabs in the ticket view, a > comment transaction is added. it has no text attachments, and it gets > added even if you do nothing in the update page, just go right back. > The actual update, if you make it, gets added normally as a separate > transaction. Your RT database is running on mysql, but you don't have innodb tables. > > 2) When I specify CC or BCC in the update window, it never gets > processed. The addresses specified there never get a copy of the > message. Ticket CCs work just fine, though. You're missing the new scrips for "notify other recipients" that were added in RT 3.2. > In fact, none of these are major problems, not even #2, because > we have ACL-locked-down RT installation, so we CC people by adding them > to the ticket CC list; still, these issues, at least ##1&2, seem to be > bugs. I think they were actually upgrade issues. From bwspolarich at uscar.org Fri Apr 29 12:40:52 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Fri, 29 Apr 2005 12:40:52 -0400 Subject: [rt-users] Removing space from passwords and user login Message-ID: <3AF76382C31760418AF0FBFD84F714030237165F@MI8NYCMAIL07.Mi8.com> rt-users-bounces at lists.bestpractical.com wrote: > e.g. if > you doubleclick on a word in internet explorer, you always > get an extra space included. This is true of Firefox as well, although in both instances the extra space is at the end, not the beginning. I guess this is a feature, not a bug. :-) -bws From bwspolarich at uscar.org Fri Apr 29 12:41:39 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Fri, 29 Apr 2005 12:41:39 -0400 Subject: [rt-users] Changing example.com to my domain Message-ID: <3AF76382C31760418AF0FBFD84F7140302371665@MI8NYCMAIL07.Mi8.com> rt-users-bounces at lists.bestpractical.com wrote: > What do I have to do to reset example.com to mydomain.com? Did you restart Apache? -bws From Sam.Howard at GMxTechnologies.com Fri Apr 29 12:32:07 2005 From: Sam.Howard at GMxTechnologies.com (Samuel P Howard) Date: Fri, 29 Apr 2005 12:32:07 -0400 Subject: [rt-users] Changing the RT instance name Message-ID: <42726187.4010605@GMxTechnologies.com> Hi. I've looked through the Wiki and Googled (wish the mailing list archives had an obvious search capability), but cannot find the answer to my question. When our RT instance was created, they entered the IP address for the instance name. Obviously, this is not what we want to roll out into the world. However, we have put some time into this install and hate to start over. Is changing the instance name as easy as just dinking the config file? It seems too easy, so I wanted to ask before I blow everything up. This is on a Linux Debian box with MySQL. Thanks, Sam From payerle at physics.umd.edu Fri Apr 29 13:25:31 2005 From: payerle at physics.umd.edu (Thomas M. Payerle) Date: Fri, 29 Apr 2005 13:25:31 -0400 (EDT) Subject: [rt-users] Changing example.com to my domain In-Reply-To: <20050429160004.DFEAE4D8172@diesel.bestpractical.com> References: <20050429160004.DFEAE4D8172@diesel.bestpractical.com> Message-ID: > From: Vicki Stanfield > Subject: [rt-users] Changing example.com to my domain > To: rt-users at lists.bestpractical.com > > Evidently when I installed RT, I forgot to change the example.com domain > to my domain name. I have changed it now in the RT_SiteConfig.pm file, When using mod_perl, most if not all of the Perl packages are loaded up when the web server starts up. This is when RT reads the configs, etc. Changes to RT_SiteConfig, changes to perl code, addition of _Overlay files, and probably most other changes not actually done through the web interface all require you to restart the web server in order to take effect. Tom Payerle Dept of Physics payerle at physics.umd.edu University of Maryland (301) 405-6973 College Park, MD 20742-4111 Fax: (301) 314-9525 From danilche at cs.umass.edu Fri Apr 29 13:36:20 2005 From: danilche at cs.umass.edu (Victor Danilchenko) Date: Fri, 29 Apr 2005 13:36:20 -0400 (EDT) Subject: [rt-users] Bugs in RT 3.4.1? In-Reply-To: <20050429163539.GR6112@bestpractical.com> References: <20050429163539.GR6112@bestpractical.com> Message-ID: On Fri, 29 Apr 2005, Jesse Vincent wrote: > > > > On Fri, Apr 29, 2005 at 11:08:32AM -0400, Victor Danilchenko wrote: >> Hi, >> We have recently upgraded from RT 3.0.6 to RT 3.4.1, and I >> noticed a couple of bugs. >> >> 1) When you click on Comment/Reply/Resolve tabs in the ticket view, a >> comment transaction is added. it has no text attachments, and it gets >> added even if you do nothing in the update page, just go right back. >> The actual update, if you make it, gets added normally as a separate >> transaction. > > Your RT database is running on mysql, but you don't have innodb tables. Yes, we are running mysql. How do I fix the lack of innodb tables? I followed the upgrade procedure from the docs... Also, I am not sure if it matters, but our upgrade was two-stage. First, I set up a secondary RT server running RT 3.0.6, copied all the data over to it, and upgraded it; then, I installed a new RT 3.4.1 installation from scratch on our primary server, and copied the data from the secondary server back to it. We did it this way because there was a server OS upgrade happening in between. >> 2) When I specify CC or BCC in the update window, it never gets >> processed. The addresses specified there never get a copy of the >> message. Ticket CCs work just fine, though. > > You're missing the new scrips for "notify other recipients" that were > added in RT 3.2. So I should add a scrip 'On Correspond' 'Notify Other Recipients', right? >> In fact, none of these are major problems, not even #2, because >> we have ACL-locked-down RT installation, so we CC people by adding them >> to the ticket CC list; still, these issues, at least ##1&2, seem to be >> bugs. > > I think they were actually upgrade issues. Cool, thank you very much. -- | Victor Danilchenko | I can picture in my mind a world without war, a | | danilche at cs.umass.edu | world without hate. And I can picture us attacking | | CSCF | 5-4231 | that world, because they'd never expect it. | From jesse at bestpractical.com Fri Apr 29 14:25:00 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 29 Apr 2005 14:25:00 -0400 Subject: [rt-users] s/mime signature get lost in rt! In-Reply-To: <1114773445.26143.4.camel@pcx3298.desy.de> References: <1114773445.26143.4.camel@pcx3298.desy.de> Message-ID: <20050429182500.GY6112@bestpractical.com> > hello! > > my problem is that we think in our site about s/mime signatures in > mails. the problem is that rt seems to break the mime structure of > incoming emails, and convert every mime block to "text/plain". So > is there a way to fix this? is there a version after 3.0 which can > handle this? how big is the effort to code this? 3.4 may be better about it, but perl's MIME-handling tools are destructive. Which means that line-endings get converted. On top of that, RT sets everything into UTF8 on the way in so it can be displayed consistently. I'm not confident that we'll be able to roundtrip signatures without a fair amount of work. (Though we'll be doing that work in the next year, most likely) > any help will be appreciate, but don't tell me to use > gnupg ;-) > > best regards > > sven > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From russj at dimstar.net Fri Apr 29 15:15:44 2005 From: russj at dimstar.net (Russ Johnson) Date: Fri, 29 Apr 2005 12:15:44 -0700 Subject: [rt-users] Removing space from passwords and user login In-Reply-To: <3AF76382C31760418AF0FBFD84F714030237165F@MI8NYCMAIL07.Mi8.com> References: <3AF76382C31760418AF0FBFD84F714030237165F@MI8NYCMAIL07.Mi8.com> Message-ID: <427287E0.4090100@dimstar.net> Brian W. Spolarich wrote: >rt-users-bounces at lists.bestpractical.com wrote: > > >> e.g. if >>you doubleclick on a word in internet explorer, you always >>get an extra space included. >> >> > > This is true of Firefox as well, although in both instances the extra >space is at the end, not the beginning. > > I guess this is a feature, not a bug. :-) > I suspect it's a windowism, as it doesn't happen in firefox on my linux system. It also does it notepad on Windows, and wordpad. But it doesn't do it on words that have a comma or period after them. OK, enough testing. I think it's just something about Windows. Russ From r at elhames.co.uk Fri Apr 29 16:57:40 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 29 Apr 2005 21:57:40 +0100 Subject: [rt-users] Advanced Query Patch References: <8FF1B96416403640A9EB105C269BAA74EA8AD9@dubms01.irishbroadband.ie> <6527.192.136.16.3.1114700189.squirrel@aslan.christianheritageschool.org> Message-ID: <003701c54cfe$155dcc40$52c593c3@tiger> ----- Original Message ----- From: "Sam Snow" To: "Dermot Williams" Cc: Sent: Thursday, April 28, 2005 3:56 PM Subject: Re: [rt-users] Advanced Query Patch > Dermot Williams said: > > Hi, > > > >> > > On a related note, does anyone have a nice tool that will remove all > > tickets that are marked as deleted and then remove all users that no > > longer have a ticket associated with them? > > > > > See RTx-Shredder at http://search.cpan.org/~ruz/RTx-Shredder/ (Sorry sam did not maen to mail you directly first time ..did not do reply all) Does RTx-Shredder remove/delete users? I do not think earlier versions did. If it does not can some one suggest a tool or a way to remove undesired users . Many thanks. Roy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From brandonp at omniture.com Fri Apr 29 18:18:10 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Fri, 29 Apr 2005 16:18:10 -0600 Subject: [rt-users] Approval questions/bugs Message-ID: <9EFF80DD1187504385D1A7CB5BA567B704E1A7B3@exchange2.orm.omniture.com> We are testing the approval mechanism in RT and I have come across some questions. We are using v3.4.1. Any help is greatly appreciated. The Wiki and searching the mailing list got us most of the way there. I have a few questions: . Is there any way to put a link in the approval email, so the approver can just click the link, authenticate, and be done. . Any way to approve by email? I realize this may not be quite as secure, but we'd be interested in trying it. . Is there any way to hide my PO-Approvals queue from showing up on the main RT page? Since nobody every sees the tickets in it, I'd just assume hide it somehow. . The email that goes out to approvers goes from 'The RT System itself via RT'. I cannot find anywhere to change that. . How can I change the auto reply template for just this queue, so the requestor knows their ticket is awaiting approval? I can change the global template, but how do I overwrite that for this queue? . BUGS: There seems to be a few bugs in the approval stuff. First, the 'Approval Passed' template has the wording 'Ticket Rejected'. Second, when I look at a ticket pending approval, the link for 'Depends on' doesn't work. It is missing a / between the hostname and the URL, so I get a URL like: http://rthostTickets/Display.html?id=123 This was fixed by adding a trailing slash to the base URL in the SiteConfig file, but it says that shouldn't be necessary. If these aren't real bugs, sorry, but they seemed to be so. . SUGGESTIONS: The button to approve emails on the approvals page is named 'Show Approvals'. Rename the button to something like 'Update Approvals'. Another suggestion would to have a way to approve a ticket, right on the ticket details page. It's someone inconvenient to have to go to the approvals section. Thank you! -Brandon From jra at baylink.com Fri Apr 29 20:07:16 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 29 Apr 2005 20:07:16 -0400 Subject: [rt-users] Removing space from passwords and user login In-Reply-To: <427287E0.4090100@dimstar.net>; from Russ Johnson on Fri, Apr 29, 2005 at 12:15:44PM -0700 References: <3AF76382C31760418AF0FBFD84F714030237165F@MI8NYCMAIL07.Mi8.com> <427287E0.4090100@dimstar.net> Message-ID: <20050429200716.B4492@cgi.jachomes.com> On Fri, Apr 29, 2005 at 12:15:44PM -0700, Russ Johnson wrote: > Brian W. Spolarich wrote: > >rt-users-bounces at lists.bestpractical.com wrote: > >> e.g. if > >>you doubleclick on a word in internet explorer, you always > >>get an extra space included. > > > > This is true of Firefox as well, although in both instances the extra > >space is at the end, not the beginning. > > > > I guess this is a feature, not a bug. :-) > > I suspect it's a windowism, as it doesn't happen in firefox on my linux > system. > > It also does it notepad on Windows, and wordpad. But it doesn't do it on > words that have a comma or period after them. > > OK, enough testing. I think it's just something about Windows. It's very specifically IE, so far as I can tell. It *is* a bit difficult to copy text which is a link, but IE *purposefully* adjusts what it thinks you're trying to select, making it ompletely impossible to select certain things, no matter which way you drag. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From tuc at tucs-beachin-obx-house.com Fri Apr 29 23:11:22 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Fri, 29 Apr 2005 23:11:22 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate Message-ID: <200504300311.j3U3BMZ6020469@himinbjorg.tucs-beachin-obx-house.com> Hi, I've got an odd situation, and wanted to see if anyone had a thought about how to fix. I'm running RT in a load balanced situation. I've got everything running it seems from the web side. From the mail side, I'm running into a problem. Because the mail server is in the same subnet as the load balanced machines, they can't talk to each other on the load balanced IP. Well, the way we have them configured we can't. If we changed the config, they could... But then it would appear EVERY hit came from the same IP, and since there are alot of other sites that need this information, I can't afford to do it. Any suggestions?? Thanks, Tuc From pdh at bestpractical.com Sat Apr 30 02:33:23 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Sat, 30 Apr 2005 16:33:23 +1000 Subject: [rt-users] Removing space from passwords and user login In-Reply-To: <3AF76382C31760418AF0FBFD84F714030237165F@MI8NYCMAIL07.Mi8.com> References: <3AF76382C31760418AF0FBFD84F714030237165F@MI8NYCMAIL07.Mi8.com> Message-ID: <427326B3.8040404@bestpractical.com> Brian W. Spolarich wrote: >>you doubleclick on a word in internet explorer, you always >>get an extra space included. > > This is true of Firefox as well, although in both instances the extra > space is at the end, not the beginning. > > I guess this is a feature, not a bug. :-) Perhaps this user pref is relevant: layout.word_select.eat_space_to_next_word which sounds to me like firefox being bug-compatible with windows. :-) -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jra at baylink.com Sat Apr 30 12:17:52 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sat, 30 Apr 2005 12:17:52 -0400 Subject: [rt-users] Removing space from passwords and user login In-Reply-To: <427326B3.8040404@bestpractical.com>; from Phil Homewood on Sat, Apr 30, 2005 at 04:33:23PM +1000 References: <3AF76382C31760418AF0FBFD84F714030237165F@MI8NYCMAIL07.Mi8.com> <427326B3.8040404@bestpractical.com> Message-ID: <20050430121752.A1360@cgi.jachomes.com> On Sat, Apr 30, 2005 at 04:33:23PM +1000, Phil Homewood wrote: > Brian W. Spolarich wrote: > >>you doubleclick on a word in internet explorer, you always > >>get an extra space included. > > > > This is true of Firefox as well, although in both instances the extra > > space is at the end, not the beginning. > > > > I guess this is a feature, not a bug. :-) > > Perhaps this user pref is relevant: > > layout.word_select.eat_space_to_next_word > > which sounds to me like firefox being bug-compatible with windows. :-) Part, but not all: IE will select *entire words*, in some circumstances, *even if you're consciously trying only to select character strings*; there may be a knob to turn off what I'm sure they call "SmartSelect", but I haven't found it. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Sat Apr 30 12:18:30 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sat, 30 Apr 2005 12:18:30 -0400 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200504300311.j3U3BMZ6020469@himinbjorg.tucs-beachin-obx-house.com>; from Tuc at Beach House on Fri, Apr 29, 2005 at 11:11:22PM -0400 References: <200504300311.j3U3BMZ6020469@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <20050430121830.B1360@cgi.jachomes.com> On Fri, Apr 29, 2005 at 11:11:22PM -0400, Tuc at Beach House wrote: > I've got an odd situation, and wanted to see if anyone had a thought > about how to fix. > > I'm running RT in a load balanced situation. I've got everything > running it seems from the web side. From the mail side, I'm running into > a problem. Because the mail server is in the same subnet as the load balanced > machines, they can't talk to each other on the load balanced IP. Well, the > way we have them configured we can't. If we changed the config, they could... > But then it would appear EVERY hit came from the same IP, and since there are > alot of other sites that need this information, I can't afford to do it. > > Any suggestions?? Second ethernet interface, private addresses, hosts file entries. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From tuc at tucs-beachin-obx-house.com Sat Apr 30 12:29:26 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Sat, 30 Apr 2005 12:29:26 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <20050430121830.B1360@cgi.jachomes.com> from "Jay R. Ashworth" at Apr 30, 2005 12:18:30 PM Message-ID: <200504301629.j3UGTQDl063618@himinbjorg.tucs-beachin-obx-house.com> > > Any suggestions?? > > Second ethernet interface, private addresses, hosts file entries. > Not sure how that'll make a difference, since the ip for rt.example.com is 10.0.0.1, which is load balanced against 10.0.0.2 and 10.0.0.3 . If I just put .2 or just .3, then..... Thanks, Tuc From les at futuresource.com Sat Apr 30 15:12:39 2005 From: les at futuresource.com (Les Mikesell) Date: Sat, 30 Apr 2005 14:12:39 -0500 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200504300311.j3U3BMZ6020469@himinbjorg.tucs-beachin-obx-house.com> References: <200504300311.j3U3BMZ6020469@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <1114888358.3886.8.camel@les-home.futuresource.com> On Fri, 2005-04-29 at 22:11, Tuc at Beach House wrote: > Hi, > > I've got an odd situation, and wanted to see if anyone had a thought > about how to fix. > > I'm running RT in a load balanced situation. I've got everything > running it seems from the web side. From the mail side, I'm running into > a problem. Because the mail server is in the same subnet as the load balanced > machines, they can't talk to each other on the load balanced IP. Well, the > way we have them configured we can't. If we changed the config, they could... > But then it would appear EVERY hit came from the same IP, and since there are > alot of other sites that need this information, I can't afford to do it. If the load balancer is an F5 BigIP, you need to add a SNAT pool (source NAT) and add the machines that need to make connections to pools handled by the same device with the backend servers on the same subnet. That will nat the source addresses of connections coming from the listed machines only (not everything like a default SNAT would) so the return packets come back through the bigip and work correctly. Otherwise, since the target servers have a route directly back to the source they try to return packets directly which doesn't work because the IP doesn't match the pool address where the source was trying to connect. -- Les Mikesell les at futuresource.com From tuc at tucs-beachin-obx-house.com Sat Apr 30 15:17:39 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Sat, 30 Apr 2005 15:17:39 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <1114888358.3886.8.camel@les-home.futuresource.com> from "Les Mikesell" at Apr 30, 2005 02:12:39 PM Message-ID: <200504301917.j3UJHd1d069076@himinbjorg.tucs-beachin-obx-house.com> > If the load balancer is an F5 BigIP, you need to add a SNAT pool (source > NAT) and add the machines that need to make connections to pools > handled by the same device with the backend servers on the same subnet. > That will nat the source addresses of connections coming from the > listed machines only (not everything like a default SNAT would) so > the return packets come back through the bigip and work correctly. > Its a Foundry, but has the same issue. If I make the change, then everything will appear to come from the load balancer, which isn't acceptable. They didn't think there was a way since it was in the same subnet already. Thanks, Tuc From kwessel at intenex.net Sat Apr 30 18:34:31 2005 From: kwessel at intenex.net (Keith Wessel) Date: Sat, 30 Apr 2005 17:34:31 -0500 Subject: [rt-users] Queue could not be loaded (Error:76) Message-ID: <20050430223431.GA21692@zoot.intenex.net> Hello, I'm running RT 3.2.2 on an RHEL3/Apache 2 system. I was having no problem creating tickets using the web interface previously, but I just tried and received the infamous "Queue could not be loaded" error. I saw several causes of this in the list archives, but couldn't find mine. My log reports: Apr 30 16:58:08 zoot RT: WebRT: Queue could not be loaded. () (/usr/local/rt3/share/html/Elements/Error:76) So, what's an error 76? :) Thanks for any help anyone can provide! -Keith