From mikef at ack.Berkeley.EDU  Thu Dec  1 00:05:05 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 30 Nov 2005 21:05:05 -0800 (PST)
Subject: [rt-users] How to determine the last ticket number assigned
In-Reply-To: <589c94400511300616t61448a3eje66b565a10e432f0@mail.gmail.com>
References: <20051129175844.T25470@malcolm.berkeley.edu>
	<589c94400511300616t61448a3eje66b565a10e432f0@mail.gmail.com>
Message-ID: <20051130205909.P71991@malcolm.berkeley.edu>

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

Question:  is there an API method that will return the highest ticket 
number thus far assigned by RT?

I can't just keep loading tickets until I hit the first one that won't 
load, because (as I've indicated in an earlier posting) there are now gaps 
in my RT's ticket numbering sequence because some tickets seem to have 
'disappeared' from the database (or at least they've become unloadable!

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/AwUBQ46Eha0bf1iNr4mCEQJWWgCfQe1KasN6jOhYJeOT1YdGU8f0CMUAoIX5
PDQgawyCFq+fWwavp7Qfl8zT
=BnTn
-----END PGP SIGNATURE-----


From justin.a.rogers at gmail.com  Thu Dec  1 00:23:01 2005
From: justin.a.rogers at gmail.com (Justin Rogers)
Date: Wed, 30 Nov 2005 23:23:01 -0600
Subject: [rt-users] RealName in Requestors column on search results 
Message-ID: <338501EE-6F09-4E28-A14B-3EA75730DC86@gmail.com>

Does anyone know how to display the realname reather then the Email  
Address. any hel would be greatly appreciated. 


From ruslan.zakirov at gmail.com  Thu Dec  1 02:20:53 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 1 Dec 2005 10:20:53 +0300
Subject: [rt-users] Ticket missing from database
In-Reply-To: <20051130081144.G42469@malcolm.berkeley.edu>
References: <20051128090422.P52012@malcolm.berkeley.edu>
	<589c94400511300546t30ad1ffj43d805d8f3ee3869@mail.gmail.com>
	<20051130081144.G42469@malcolm.berkeley.edu>
Message-ID: <589c94400511302320i4745e6dbi22973814abf54ef9@mail.gmail.com>

On 11/30/05, Mike Friedman <mikef at ack.berkeley.edu> wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> On Wed, 30 Nov 2005 at 16:46 (+0300), Ruslan Zakirov wrote:
>
> > I don't understand your problem, but
> > 1) you can't search deleted tickets by id
> > 2) you can view it by #id
> > 3) 3.4.3 has patch that allows you to get deleted tickets from script.
>
> Ruslan,
>
> First of all, the script I have to list deleted tickets uses the RT API
> and just does a Load of each ticket by ID in a loop.  And this does work.
>
> But the problem is that certain tickets can't be loaded by ID, either from
> my script or from the web interface.  In the latter case, I get the
> message 'Can't load ticket nnnn ...'.  The ticket really seems to be gone.
> Yet greater ticket numbers continue to be created in the db, so that's why
> I can't understand where those missing tickets went.  I've thus far found
> at least a couple of 'gaps' in my RT's ticket sequencing, i.e., ticket
> numbers that simply can't be loaded.  I assume those tickets existed at
> one point, or else later ticket numbers wouldn't have been assigned by RT.
>
> What could cause tickets to just disappear, or at least not be able to be
> loaded?
DB transactions! You couldn't asume that ID sequences is without gaps
even if you don't delete anything.

>
> 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+AwUBQ43RT60bf1iNr4mCEQKzZACgvO+b5hntSSR4JQDIcxRsPJB5598Al3g6
> dyExYma9EM6noTOYfnIaMBk=
> =vA3V
> -----END PGP SIGNATURE-----
>


--
Best regards, Ruslan.


From oriol.bardes at gmail.com  Thu Dec  1 06:22:27 2005
From: oriol.bardes at gmail.com (Oriol Bardes)
Date: Thu, 1 Dec 2005 12:22:27 +0100
Subject: [rt-users] Custom Fields Rights
Message-ID: <5561959b0512010322h45e3defodb9d3b9746a02252@mail.gmail.com>

Hello everyone,

I want to set up a custom field whose value cannot be modifyed or changed
but just seen by a  group. Is it possible?
I guess It is, but I don't know how. When I give a group privileges to see
the custom filed, they automatically can write in it.

Thank you in advanced.

Oriol.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051201/8969a740/attachment.htm>

From diablo at iasi.roedu.net  Thu Dec  1 07:39:03 2005
From: diablo at iasi.roedu.net (Subredu Manuel)
Date: Thu, 01 Dec 2005 14:39:03 +0200
Subject: [rt-users] Subject modification issues
Message-ID: <438EEEE7.3050008@iasi.roedu.net>

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


 Hi,

 I have a very simple/complicated question. We have a RT instance with ~
50 queues. We need a very simple thing. The subject of emails to contain
the queue name instead of rt_name.
 Ex:
  now:     [roedu.net #345] - queue support
  we need: [support #345]

 Do you think this is posible ? Is RT using the email subject for
internal issues ? I wanted to modify the code to change the subject but
I'm afraid not to break anything.
 Did anyone done this before ? Is it possible ?

- --
=========================================
 inf. Manuel SUBREDU
 Network Engineer at RoEduNet Iasi

 Phone:     +40 (232) 201007
            +40 (742) 088067
 Email:     diablo at iasi.roedu.net
 website:   http://manuel.iasi.roedu.net
=========================================
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.2 (GNU/Linux)

iD8DBQFDju7nNrNZEFCIDAcRAsDEAKDOR/diWzk0rSKjg5edQIO3TjvxKQCfToK3
R+PSKYtZ2NSHrvj0xBOLn78=
=SqFk
-----END PGP SIGNATURE-----


From lzeyer at coframi-massy.com  Thu Dec  1 08:27:03 2005
From: lzeyer at coframi-massy.com (lzeyer at coframi-massy.com)
Date: Thu, 1 Dec 2005 14:27:03 +0100 (CET)
Subject: [rt-users] Custom Fields Rights
In-Reply-To: <5561959b0512010322h45e3defodb9d3b9746a02252@mail.gmail.com>
References: <5561959b0512010322h45e3defodb9d3b9746a02252@mail.gmail.com>
Message-ID: <50716.195.101.38.93.1133443623.squirrel@webmail.coframi-massy.com>

Hi,

We have been using RT since three years for tracking internal support and
product change request.

Four week ago, we replaced our last RT version by 3.4.4 version. Today, We
don't understand somethink about custom field security.

We want that only the owner of a ticket can modify the content of the
ticket (base attributes and custom fields).
In order to do that, in global group rights configuration, we tell to RT
that owner can "modify custom field". We made this declaration in global
group rights, because it's seem impossible in queue group rights.

In addition, in queue group rights, on RT 321, we had declared that only
owner can modify a ticket. It's true in RT3.4.4.

It's seem OK, but we also saw that it's necessary to declare that everyone
can modify a ticket in order to write custom field during the submission.
The result is everyone can modify all tickets. It's unacceptable for us.

We tink we didn't understood somethink ?

Thank for your help,

Ludovic ZEYER


> Hello everyone,
>
> I want to set up a custom field whose value cannot be modifyed or changed
> but just seen by a  group. Is it possible?
> I guess It is, but I don't know how. When I give a group privileges to see
> the custom filed, they automatically can write in it.
>
> Thank you in advanced.
>
> Oriol.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



From mikef at ack.Berkeley.EDU  Thu Dec  1 11:58:50 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Thu, 1 Dec 2005 08:58:50 -0800 (PST)
Subject: [rt-users] Ticket missing from database
In-Reply-To: <589c94400511302320i4745e6dbi22973814abf54ef9@mail.gmail.com>
References: <20051128090422.P52012@malcolm.berkeley.edu> 
	<589c94400511300546t30ad1ffj43d805d8f3ee3869@mail.gmail.com> 
	<20051130081144.G42469@malcolm.berkeley.edu>
	<589c94400511302320i4745e6dbi22973814abf54ef9@mail.gmail.com>
Message-ID: <20051201084542.X86630@malcolm.berkeley.edu>

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

On Thu, 1 Dec 2005 at 10:20 (+0300), Ruslan Zakirov wrote:

> DB transactions! You couldn't assume that ID sequences is without gaps 
> even if you don't delete anything.

Ruslan,

Aha!  I guess this was my misunderstanding (or oversight).  I had been 
assuming that when you use the Load method on an ID number, it always 
meant a ticket number.  But clearly that's not right, since all kinds of 
objects in RT have ID numbers.

So, now I really would like to know (as I asked in a more recent posting) 
if there's a way, using the API, to determine the highest *ticket ID* that 
has been assigned thus far.  My script (which displays all deleted tickets 
in a range of ticket numbers) can ignore the IDs that don't load as 
tickets, but I'd like to know when to stop searching when the specified 
range is all existing tickets:  I would stop when I reached the first ID 
greater than or equal to the last ticket ID assigned.

I'm trying to reduce my log traffic by minimizing the number of ticket 
Load failures that get logged when I run this script.  So I don't want to 
just keep going up to some arbitrarily large number.

Thanks again.

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/AwUBQ48rzq0bf1iNr4mCEQLnzgCffbmNqCSMkivzldX3b8YjoeXgfTkAoOZg
GHR/l7oPLdaCcEPHaI9loSvr
=cf09
-----END PGP SIGNATURE-----


From phanoko at yahoo.com  Thu Dec  1 12:13:21 2005
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 1 Dec 2005 09:13:21 -0800 (PST)
Subject: [rt-users] Approvals
In-Reply-To: <20051201084542.X86630@malcolm.berkeley.edu>
Message-ID: <20051201171322.57421.qmail@web53902.mail.yahoo.com>

Anyone find anything online about approvals?? I need a
Queue call 'purchase-requests' to use approvals.  They
will be approved by 3 people and when they have
approved it goes to joe; joe has final approval then
the pr person gets it.  Any help would be great..
perhaps a good link or anything.  


		
__________________________________ 
Yahoo! Music Unlimited 
Access over 1 million songs. Try it free. 
http://music.yahoo.com/unlimited/


From barnesaw at ucrwcu.rwc.uc.edu  Thu Dec  1 12:21:55 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 01 Dec 2005 12:21:55 -0500
Subject: [rt-users] Approvals
In-Reply-To: <20051201171322.57421.qmail@web53902.mail.yahoo.com>
References: <20051201171322.57421.qmail@web53902.mail.yahoo.com>
Message-ID: <438F3133.7080000@ucrwcu.rwc.uc.edu>

http://wiki.bestpractical.com/index.cgi?ManualApprovals
http://wiki.bestpractical.com/index.cgi?ApprovalCreation

Phanoko wrote:
> Anyone find anything online about approvals?? I need a
> Queue call 'purchase-requests' to use approvals.  They
> will be approved by 3 people and when they have
> approved it goes to joe; joe has final approval then
> the pr person gets it.  Any help would be great..
> perhaps a good link or anything.  
>
>
> 		
> __________________________________ 
> Yahoo! Music Unlimited 
> Access over 1 million songs. Try it free. 
> http://music.yahoo.com/unlimited/
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   

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



From nadeem.shahbaz at prog.awpdc.com  Thu Dec  1 13:38:51 2005
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Thu, 01 Dec 2005 23:38:51 +0500
Subject: [rt-users] Few problems ...
Message-ID: <438F433B.8010000@prog.awpdc.com>

Hi LIST:
	i am facing some problem on RT.(Using sendmail)
1 - in FAQ, RT doesn't send some mails to users, i changed that variable
but still no success.[if there is any script, pls paste it :-)]
2 - YAHOO ! Web interface do not display message contents, but a link to
save text message, so that user can read. So far i diagnose it, i think
YAHOO ! Web interface somehow don't display UTF-8 encoded messages. I
have changed $EmailOutputEncoding from utf-8. But still RT encoding
outgoing e-mails with utf-8

i restated apache so that changes can take effect, but still $%#@*$. is
there any other way to rehash RT ? or solution to above problems ? or
both ? ;-D

Regards,




From jesse at bestpractical.com  Thu Dec  1 13:49:28 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Dec 2005 13:49:28 -0500
Subject: [rt-users] Few problems ...
In-Reply-To: <438F433B.8010000@prog.awpdc.com>
References: <438F433B.8010000@prog.awpdc.com>
Message-ID: <20051201184928.GR19722@bestpractical.com>




On Thu, Dec 01, 2005 at 11:38:51PM +0500, Nadeem Shahbaz wrote:
> Hi LIST:
> 	i am facing some problem on RT.(Using sendmail)
> 1 - in FAQ, RT doesn't send some mails to users, i changed that variable
> but still no success.[if there is any script, pls paste it :-)]
> 2 - YAHOO ! Web interface do not display message contents, but a link to
> save text message, so that user can read. So far i diagnose it, i think
> YAHOO ! Web interface somehow don't display UTF-8 encoded messages. I
> have changed $EmailOutputEncoding from utf-8. But still RT encoding
> outgoing e-mails with utf-8

Upgrade to RT 3.4.4. This was a bug in an email header we were sending.

> 
> i restated apache so that changes can take effect, but still $%#@*$. is
> there any other way to rehash RT ? or solution to above problems ? or
> both ? ;-D
> 
> Regards,
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From eric.horne at teradyne.com  Thu Dec  1 14:26:55 2005
From: eric.horne at teradyne.com (Eric Horne)
Date: Thu, 01 Dec 2005 11:26:55 -0800
Subject: [rt-users] Changing states from a scrip
Message-ID: <438F4E7F.2050706@teradyne.com>

I have a script that changes the state of a ticket based on the contents 
of the transaction. For example, if someone responds with "Resolved" as 
the first line in the body of an e-mail, I'd like the ticket to resolve 
itself.

I have something working using self->TicketObj->SetStatus("resolved"). 
The ticket does go into the resolved state as desired. However, it does 
not appear to cause the "Notify requestor on Resolve" global scrip. So 
while the ticket is resolved, the requestor does not get any e-mail. Of 
course, the global  "On Resolve notify requestor" works fine on queues 
without my SetStatus scrip.

How can I change the state of a ticket and fire the "On Resolve notify 
requestor" scrip?

I'm running RT 3.4.4 w/ ActivePerl 5.8 on a RHEL3 box.

Thanks for your help!

-eric


From eric.horne at teradyne.com  Thu Dec  1 14:18:37 2005
From: eric.horne at teradyne.com (Eric Horne)
Date: Thu, 01 Dec 2005 11:18:37 -0800
Subject: [rt-users] Pre -scrips
Message-ID: <438F4C8D.6050704@teradyne.com>

I couldn't find anything on this on the web. Can WebRT prevent a 
transaction from occurring using a scrip?

For example, I'd like to prevent resolution on a ticket if a certain 
custom field has not been filled out correctly. Or maybe I'd like to 
prevent resolution of a ticket that is not currently in the open state.

I can write the scrips to do this, but I can't figure out how to tell 
wiki to ignore the transaction that launched the scrip in the first place.

Thanks

-eric


From sturner at MIT.EDU  Thu Dec  1 14:44:17 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 01 Dec 2005 14:44:17 -0500
Subject: [rt-users] Pre -scrips
In-Reply-To: <438F4C8D.6050704@teradyne.com>
References: <438F4C8D.6050704@teradyne.com>
Message-ID: <6.2.1.2.2.20051201144230.031ca718@po14.mit.edu>

At Thursday 12/1/2005 02:18 PM, Eric Horne wrote:
>I couldn't find anything on this on the web. Can WebRT prevent a 
>transaction from occurring using a scrip?
>
>For example, I'd like to prevent resolution on a ticket if a certain 
>custom field has not been filled out correctly. Or maybe I'd like to 
>prevent resolution of a ticket that is not currently in the open state.
>
>I can write the scrips to do this, but I can't figure out how to tell wiki 
>to ignore the transaction that launched the scrip in the first place.

No, you can't do that. Perhaps you could make the On Resolve scrip set the 
status back to its old value if the field hasn't been filled out correctly?

Steve 



From flatten at ecs.umass.edu  Thu Dec  1 14:38:08 2005
From: flatten at ecs.umass.edu (Davin Flatten)
Date: Thu, 01 Dec 2005 14:38:08 -0500
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
Message-ID: <438F5120.1070009@ecs.umass.edu>

Hello-

Is there anyway to resolve a ticket without sending the requesters a 
confirmation email.  It works fine if the user responds with a further 
issue on the ticket and the ticket is opened, but our nicer users might 
reply to the resolved email with 'Thanks!' which reopens the ticket.  We 
try to resolve it again, and again 'Thanks!'.  Is there a way you can 
suppress this email and still resolve the ticket?

Thanks,
Davin Flatten


From justin at cityfone.net  Thu Dec  1 15:31:41 2005
From: justin at cityfone.net (Justin Zygmont)
Date: Thu, 01 Dec 2005 12:31:41 -0800
Subject: [rt-users] [Fwd: rt with apache + fastcgi - RHEL4 not working]
Message-ID: <438F5DAD.6010407@cityfone.net>

I didn't get any replies when I fist sent this message, I was really 
hoping someone has an idea what could possibly be wrong.  Any help would 
be greatly appreciated.


  -------    original message ----

Hi, I have followed the instructions from the wiki about how to install
rt 3.4.4 on RHEL4 with fastcgi, and i'm suprised that it doesn't work.
  when I browse to login, I can get the login page, but then it says:

You're almost there!
You haven't yet configured your webserver to run RT. You appear to have
installed RT's web interface correctly, but haven't yet configured your
web server to "run" the RT server which powers the web interface. The
next step is to edit your webserver's configuration file to instruct it
to use RT's mod_perl, fastcgi or speedycgi handler.

my httpd config is almost the same as it shows from the wiki at:
http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
Here is what i have:

LoadModule fastcgi_module modules/mod_fastcgi.so

NameVirtualHost *:80

FastCgiIpcDir /tmp
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 9

<VirtualHost *:80>
     ServerName citysupport
     DocumentRoot /opt/rt3/share/html/
     ErrorLog logs/citysupport/error_log
     AddHandler fastcgi-script .fcgi
     <Directory "/opt/rt3/share/html">
         Options FollowSymLinks ExecCGI
         AllowOverride None
     </Directory>
    Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
    ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>


Any help would be tremendously appreciated..




From bobb+rt-users at redbrick.dcu.ie  Thu Dec  1 15:56:05 2005
From: bobb+rt-users at redbrick.dcu.ie (bobb)
Date: Thu, 1 Dec 2005 20:56:05 +0000
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
In-Reply-To: <438F5120.1070009@ecs.umass.edu>
References: <438F5120.1070009@ecs.umass.edu>
Message-ID: <20051201205605.GA896@carbon.redbrick.dcu.ie>

Davin Flatten hath declared on Thursday the 01 day of December 2005  :-:
> Hello-
> 
> Is there anyway to resolve a ticket without sending the requesters a 
> confirmation email.  It works fine if the user responds with a further 
> issue on the ticket and the ticket is opened, but our nicer users might 
> reply to the resolved email with 'Thanks!' which reopens the ticket.  We 
> try to resolve it again, and again 'Thanks!'.  Is there a way you can 
> suppress this email and still resolve the ticket?

Disable the scrip.

As superuser:
Configuration -> Global -> Scrips -> "On Resolve Notify Requestors with template Resolved"

And set "Stage:" to "Disabled".

(At least, thats what I did...)

- bobb

-- 
Mr. Rogers could explain shoe-tying and make it seem like the coolest 
thing in the world. He was our Uncle and older brother. He told us we 
were special, and we knew he'd be there for us.
A cult leader, right down to the sneakers.


From nixon at nsc.liu.se  Thu Dec  1 16:07:13 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Thu, 01 Dec 2005 22:07:13 +0100
Subject: [rt-users] [Fwd: rt with apache + fastcgi - RHEL4 not working]
In-Reply-To: <438F5DAD.6010407@cityfone.net> (Justin Zygmont's message of
	"Thu, 01 Dec 2005 12:31:41 -0800")
References: <438F5DAD.6010407@cityfone.net>
Message-ID: <m34q5s8r26.fsf@nammatj.nsc.liu.se>

Justin Zygmont <justin at cityfone.net> writes:

>     ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/

This isn't my forte at all, but shouldn't this be

     ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/

?

What do the logs say?

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From nadeem.shahbaz at prog.awpdc.com  Thu Dec  1 16:09:11 2005
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Fri, 02 Dec 2005 02:09:11 +0500
Subject: [rt-users] Repository for RT 3.4.4
Message-ID: <438F6677.4050304@prog.awpdc.com>

Hi list:
	need to know repo for RT 3.4.4 !

Thanks



From barnesaw at ucrwcu.rwc.uc.edu  Thu Dec  1 16:17:16 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 01 Dec 2005 16:17:16 -0500
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
In-Reply-To: <438F5120.1070009@ecs.umass.edu>
References: <438F5120.1070009@ecs.umass.edu>
Message-ID: <438F685C.1020109@ucrwcu.rwc.uc.edu>

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

Davin Flatten wrote:
> Hello-
>
> Is there anyway to resolve a ticket without sending the requesters a 
> confirmation email.  It works fine if the user responds with a further 
> issue on the ticket and the ticket is opened, but our nicer users 
> might reply to the resolved email with 'Thanks!' which reopens the 
> ticket.  We try to resolve it again, and again 'Thanks!'.  Is there a 
> way you can suppress this email and still resolve the ticket?
>
> Thanks,
> Davin Flatten
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html

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



From john.stoffel at taec.toshiba.com  Thu Dec  1 16:10:56 2005
From: john.stoffel at taec.toshiba.com (John Stoffel)
Date: Thu, 1 Dec 2005 16:10:56 -0500
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
In-Reply-To: <438F5120.1070009@ecs.umass.edu>
References: <438F5120.1070009@ecs.umass.edu>
Message-ID: <17295.26336.467764.426779@sekrit.taec.toshiba.com>


Davin> Is there anyway to resolve a ticket without sending the
Davin> requesters a confirmation email.  It works fine if the user
Davin> responds with a further issue on the ticket and the ticket is
Davin> opened, but our nicer users might reply to the resolved email
Davin> with 'Thanks!' which reopens the ticket.  We try to resolve it
Davin> again, and again 'Thanks!'.  Is there a way you can suppress
Davin> this email and still resolve the ticket?

Just edit the template and put in a line which says "No reply is
necessary for this email!"

Disabling the notification isn't a great idea in my mind, because it
gives the user a notifcation that YOU think the work is done.  If it's
done, they can ignore the email.  Otherwise they can reply with more
details and re-open the ticket nicely.

It's more of a user education issue.

John


From graham.dunn at leitch.com  Thu Dec  1 16:17:31 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Thu, 01 Dec 2005 16:17:31 -0500
Subject: [rt-users] Re: [Fwd: rt with apache + fastcgi - RHEL4 not working]
In-Reply-To: <438F5DAD.6010407@cityfone.net>
References: <438F5DAD.6010407@cityfone.net>
Message-ID: <dmnp9b$v9c$1@sea.gmane.org>

Justin Zygmont wrote:
> I didn't get any replies when I fist sent this message, I was really
> hoping someone has an idea what could possibly be wrong.  Any help would
> be greatly appreciated.
> 
> 
>  -------    original message ----
> 
> Hi, I have followed the instructions from the wiki about how to install
> rt 3.4.4 on RHEL4 with fastcgi, and i'm suprised that it doesn't work.
>  when I browse to login, I can get the login page, but then it says:
> 
> You're almost there!
> You haven't yet configured your webserver to run RT. You appear to have
> installed RT's web interface correctly, but haven't yet configured your
> web server to "run" the RT server which powers the web interface. The
> next step is to edit your webserver's configuration file to instruct it
> to use RT's mod_perl, fastcgi or speedycgi handler.
> 
> my httpd config is almost the same as it shows from the wiki at:
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> Here is what i have:
> 
> LoadModule fastcgi_module modules/mod_fastcgi.so
> 
> NameVirtualHost *:80
> 
> FastCgiIpcDir /tmp
> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
> -processes 9
> 
> <VirtualHost *:80>
>     ServerName citysupport

Are you connecting to the machine with http://citysupport/ ?

Servername is usually a fully qualified name.

Graham.

>     DocumentRoot /opt/rt3/share/html/
>     ErrorLog logs/citysupport/error_log
>     AddHandler fastcgi-script .fcgi
>     <Directory "/opt/rt3/share/html">
>         Options FollowSymLinks ExecCGI
>         AllowOverride None
>     </Directory>
>    Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
>    ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
> </VirtualHost>
> 
> 



From derek at curis.com  Thu Dec  1 16:46:44 2005
From: derek at curis.com (Derek Cunningham)
Date: Thu, 1 Dec 2005 16:46:44 -0500
Subject: [rt-users] configuring mail gateway Mac OS X
Message-ID: <4F7C24B5-8D8C-47CB-A896-083EE1574841@curis.com>

Hi list,

I've got a brand new installation of RT 3.4.4 mostly running on Mac  
OS X 10.4.3.  The last thing is getting emails in and out.  I added  
the aliases as recommended in the manual installation wiki pages to / 
etc/aliases (/postfix/aliases) and I ran the 'newaliases' command and  
restarted the computer.  When I run the command "echo 'hello' | mail - 
s "Test subject" rt" as root from the command line I get a command  
prompt back right away, no error message, but also no new ticket in  
RT (what I'm assuming was supposed to happen).  What did I miss?  Is  
there something to enable in each queue?  I only have two queues in  
the system right now, General and helpdesk.  I was expecting the Test  
Subject message to create a new ticket in the General queue based on  
the alias and the test command.

I also haven't seen any instructions to set up outgoing mail.  I  
assume that _somewhere_ I need to tell my RT machine the name of my  
real email server...

Sorry for the newbie questions and thanks again for any help, this  
list is great!

-Derek Cunningham


P.S. the Manual Installation page on the wiki makes many references  
to "Chapter 4: Adminning RT", but my RT Essentials book chapter 4 is  
Command Line Interface, and I don't see any links to "Adminning RT"  
anywhere.  Sorry if this info doesn't belong here, I'm new to wikis.



From fpater at dca.net  Thu Dec  1 16:55:24 2005
From: fpater at dca.net (Frank Pater)
Date: Thu, 1 Dec 2005 16:55:24 -0500
Subject: [rt-users] configuring mail gateway Mac OS X
In-Reply-To: <4F7C24B5-8D8C-47CB-A896-083EE1574841@curis.com>
References: <4F7C24B5-8D8C-47CB-A896-083EE1574841@curis.com>
Message-ID: <20051201215524.GE14551@staff.dca.net>

Hi Derek,

You probably need to grant Group 'Everyone' the CreateTicket right on your queues. I can't say for sure regarding the SMTP config, but I'd guess that RT uses a native SMTP library (Net::SMTP?), and doesn't need any further configuration here.

Frank

On Thu, Dec 01, 2005 at 04:46:44PM -0500, Derek Cunningham wrote:
> Hi list,
> 
> I've got a brand new installation of RT 3.4.4 mostly running on Mac  
> OS X 10.4.3.  The last thing is getting emails in and out.  I added  
> the aliases as recommended in the manual installation wiki pages to / 
> etc/aliases (/postfix/aliases) and I ran the 'newaliases' command and  
> restarted the computer.  When I run the command "echo 'hello' | mail - 
> s "Test subject" rt" as root from the command line I get a command  
> prompt back right away, no error message, but also no new ticket in  
> RT (what I'm assuming was supposed to happen).  What did I miss?  Is  
> there something to enable in each queue?  I only have two queues in  
> the system right now, General and helpdesk.  I was expecting the Test  
> Subject message to create a new ticket in the General queue based on  
> the alias and the test command.
> 
> I also haven't seen any instructions to set up outgoing mail.  I  
> assume that _somewhere_ I need to tell my RT machine the name of my  
> real email server...
> 
> Sorry for the newbie questions and thanks again for any help, this  
> list is great!
> 
> -Derek Cunningham
> 
> 
> P.S. the Manual Installation page on the wiki makes many references  
> to "Chapter 4: Adminning RT", but my RT Essentials book chapter 4 is  
> Command Line Interface, and I don't see any links to "Adminning RT"  
> anywhere.  Sorry if this info doesn't belong here, I'm new to wikis.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 189 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051201/df748680/attachment.sig>

From putzoa at gmx.de  Thu Dec  1 16:53:41 2005
From: putzoa at gmx.de (Andreas Putzo)
Date: Thu, 1 Dec 2005 22:53:41 +0100
Subject: [rt-users] Changing states from a scrip
In-Reply-To: <438F4E7F.2050706@teradyne.com>
References: <438F4E7F.2050706@teradyne.com>
Message-ID: <200512012253.41942.putzoa@gmx.de>

On Thursday 01 December 2005 20:26, Eric Horne wrote:
> I have a script that changes the state of a ticket based on the contents
> of the transaction. For example, if someone responds with "Resolved" as
> the first line in the body of an e-mail, I'd like the ticket to resolve
> itself.
>
> I have something working using self->TicketObj->SetStatus("resolved").
> The ticket does go into the resolved state as desired. However, it does
> not appear to cause the "Notify requestor on Resolve" global scrip. So
> while the ticket is resolved, the requestor does not get any e-mail. Of
> course, the global  "On Resolve notify requestor" works fine on queues
> without my SetStatus scrip.
>
> How can I change the state of a ticket and fire the "On Resolve notify
> requestor" scrip?

Take a look into the Scrips in the ___Approval Queue. They do:

# Now magically turn myself into a Requestor Notify object...
require RT::Action::Notify; bless($self, 'RT::Action::Notify');
$self->{Argument} = 'Requestor'; $self->Prepare;

Don't know, if there is a smarter way. Also, this might cause
other problems. If i remember correctly, the sent out emails will not 
occur in the history for example.

regards, Andreas





From derek at curis.com  Thu Dec  1 17:04:07 2005
From: derek at curis.com (Derek Cunningham)
Date: Thu, 1 Dec 2005 17:04:07 -0500
Subject: [rt-users] configuring mail gateway Mac OS X
In-Reply-To: <20051201215524.GE14551@staff.dca.net>
References: <4F7C24B5-8D8C-47CB-A896-083EE1574841@curis.com>
	<20051201215524.GE14551@staff.dca.net>
Message-ID: <D9F7D36F-F1C8-488F-A655-AECD2AB3E1B1@curis.com>

Hi Frank,

Thanks, I hadn't granted that right.  I did it, and I still didn't  
get a ticket from that command.  Is that the result I should expect?   
It seems like there is something I need to do to activate postfix on  
OS X that I've missed.

-Derek

On Dec 1, 2005, at 4:55 PM, Frank Pater wrote:

> Hi Derek,
>
> You probably need to grant Group 'Everyone' the CreateTicket right  
> on your queues. I can't say for sure regarding the SMTP config, but  
> I'd guess that RT uses a native SMTP library (Net::SMTP?), and  
> doesn't need any further configuration here.
>
> Frank
>
> On Thu, Dec 01, 2005 at 04:46:44PM -0500, Derek Cunningham wrote:
>> Hi list,
>>
>> I've got a brand new installation of RT 3.4.4 mostly running on Mac
>> OS X 10.4.3.  The last thing is getting emails in and out.  I added
>> the aliases as recommended in the manual installation wiki pages to /
>> etc/aliases (/postfix/aliases) and I ran the 'newaliases' command and
>> restarted the computer.  When I run the command "echo 'hello' |  
>> mail -
>> s "Test subject" rt" as root from the command line I get a command
>> prompt back right away, no error message, but also no new ticket in
>> RT (what I'm assuming was supposed to happen).  What did I miss?  Is
>> there something to enable in each queue?  I only have two queues in
>> the system right now, General and helpdesk.  I was expecting the Test
>> Subject message to create a new ticket in the General queue based on
>> the alias and the test command.
>>
>> I also haven't seen any instructions to set up outgoing mail.  I
>> assume that _somewhere_ I need to tell my RT machine the name of my
>> real email server...
>>
>> Sorry for the newbie questions and thanks again for any help, this
>> list is great!
>>
>> -Derek Cunningham
>>
>>
>> P.S. the Manual Installation page on the wiki makes many references
>> to "Chapter 4: Adminning RT", but my RT Essentials book chapter 4 is
>> Command Line Interface, and I don't see any links to "Adminning RT"
>> anywhere.  Sorry if this info doesn't belong here, I'm new to wikis.
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly  
>> Media at
>> http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at
>> http://bestpractical.com/services/training.html



From fpater at dca.net  Thu Dec  1 17:18:53 2005
From: fpater at dca.net (Frank Pater)
Date: Thu, 1 Dec 2005 17:18:53 -0500
Subject: [rt-users] configuring mail gateway Mac OS X
In-Reply-To: <D9F7D36F-F1C8-488F-A655-AECD2AB3E1B1@curis.com>
References: <4F7C24B5-8D8C-47CB-A896-083EE1574841@curis.com>
	<20051201215524.GE14551@staff.dca.net>
	<D9F7D36F-F1C8-488F-A655-AECD2AB3E1B1@curis.com>
Message-ID: <20051201221853.GF14551@staff.dca.net>

Hi Derek,

I'm not too familiar with OSX, but a friend of mine pointed out that postfix is only configured to send outgoing mail by default. Info on configuring postfix to accept mail as well on 10.4 can be found here: http://www.macosxhints.com/article.php?story=20050504131428334&query=postfix .

Hope this helps.


Frank

On Thu, Dec 01, 2005 at 05:04:07PM -0500, Derek Cunningham wrote:
> Hi Frank,
> 
> Thanks, I hadn't granted that right.  I did it, and I still didn't  
> get a ticket from that command.  Is that the result I should expect?   
> It seems like there is something I need to do to activate postfix on  
> OS X that I've missed.
> 
> -Derek
> 
> On Dec 1, 2005, at 4:55 PM, Frank Pater wrote:
> 
> >Hi Derek,
> >
> >You probably need to grant Group 'Everyone' the CreateTicket right  
> >on your queues. I can't say for sure regarding the SMTP config, but  
> >I'd guess that RT uses a native SMTP library (Net::SMTP?), and  
> >doesn't need any further configuration here.
> >
> >Frank
> >
> >On Thu, Dec 01, 2005 at 04:46:44PM -0500, Derek Cunningham wrote:
> >>Hi list,
> >>
> >>I've got a brand new installation of RT 3.4.4 mostly running on Mac
> >>OS X 10.4.3.  The last thing is getting emails in and out.  I added
> >>the aliases as recommended in the manual installation wiki pages to /
> >>etc/aliases (/postfix/aliases) and I ran the 'newaliases' command and
> >>restarted the computer.  When I run the command "echo 'hello' |  
> >>mail -
> >>s "Test subject" rt" as root from the command line I get a command
> >>prompt back right away, no error message, but also no new ticket in
> >>RT (what I'm assuming was supposed to happen).  What did I miss?  Is
> >>there something to enable in each queue?  I only have two queues in
> >>the system right now, General and helpdesk.  I was expecting the Test
> >>Subject message to create a new ticket in the General queue based on
> >>the alias and the test command.
> >>
> >>I also haven't seen any instructions to set up outgoing mail.  I
> >>assume that _somewhere_ I need to tell my RT machine the name of my
> >>real email server...
> >>
> >>Sorry for the newbie questions and thanks again for any help, this
> >>list is great!
> >>
> >>-Derek Cunningham
> >>
> >>
> >>P.S. the Manual Installation page on the wiki makes many references
> >>to "Chapter 4: Adminning RT", but my RT Essentials book chapter 4 is
> >>Command Line Interface, and I don't see any links to "Adminning RT"
> >>anywhere.  Sorry if this info doesn't belong here, I'm new to wikis.
> >>
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>
> >>Download a free sample chapter of RT Essentials from O'Reilly  
> >>Media at
> >>http://rtbook.bestpractical.com
> >>
> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >>San Francisco - Find out more at
> >>http://bestpractical.com/services/training.html
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 189 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051201/b204db03/attachment.sig>

From MarkRoedel at letu.edu  Thu Dec  1 17:37:35 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 1 Dec 2005 16:37:35 -0600
Subject: [rt-users] Resolving ticket without sending outgoing email
	torequestors
Message-ID: <FF6E50DCA69478499B1C992A435EF5F0B61F01@rachael-reborn.letnet.net>


We addressed the "nice user" problem here by modifying the
ticket-resolved template so that it has its reply-to address set to the
address of the ticket owner, rather than the RT email gateway address...

--
Mark Roedel
Web Programmer / Analyst
LeTourneau University
Longview, Texas  USA
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Davin
Flatten
Sent: Thursday, December 01, 2005 1:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Resolving ticket without sending outgoing email
torequestors

Hello-

Is there anyway to resolve a ticket without sending the requesters a 
confirmation email.  It works fine if the user responds with a further 
issue on the ticket and the ticket is opened, but our nicer users might 
reply to the resolved email with 'Thanks!' which reopens the ticket.  We

try to resolve it again, and again 'Thanks!'.  Is there a way you can 
suppress this email and still resolve the ticket?

Thanks,
Davin Flatten


From Tim.Mahoney at magicorp.com  Thu Dec  1 17:48:36 2005
From: Tim.Mahoney at magicorp.com (Mahoney, Tim)
Date: Thu, 1 Dec 2005 16:48:36 -0600 
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
Message-ID: <AF74E5A9B139D4118CA80008C7B1D1D323C2C268@MAIL1>

One way I combat this is by going into the Basics section and setting the
status to resolved.  This doesn't generate any mail out. 


Thanks,
Tim
972-980-4991

-----Original Message-----
From: Roedel, Mark [mailto:MarkRoedel at letu.edu] 
Sent: Thursday, December 01, 2005 4:38 PM
To: Davin Flatten; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Resolving ticket without sending outgoing email
torequestors


We addressed the "nice user" problem here by modifying the ticket-resolved
template so that it has its reply-to address set to the address of the
ticket owner, rather than the RT email gateway address...

--
Mark Roedel
Web Programmer / Analyst
LeTourneau University
Longview, Texas  USA
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Davin Flatten
Sent: Thursday, December 01, 2005 1:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Resolving ticket without sending outgoing email
torequestors

Hello-

Is there anyway to resolve a ticket without sending the requesters a
confirmation email.  It works fine if the user responds with a further issue
on the ticket and the ticket is opened, but our nicer users might reply to
the resolved email with 'Thanks!' which reopens the ticket.  We

try to resolve it again, and again 'Thanks!'.  Is there a way you can
suppress this email and still resolve the ticket?

Thanks,
Davin Flatten
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San
Francisco - Find out more at http://bestpractical.com/services/training.html


From justin at cityfone.net  Thu Dec  1 18:24:30 2005
From: justin at cityfone.net (Justin Zygmont)
Date: Thu, 01 Dec 2005 15:24:30 -0800
Subject: [rt-users] [Fwd: rt with apache + fastcgi - RHEL4 not working]
In-Reply-To: <m34q5s8r26.fsf@nammatj.nsc.liu.se>
References: <438F5DAD.6010407@cityfone.net> <m34q5s8r26.fsf@nammatj.nsc.liu.se>
Message-ID: <438F862E.8020200@cityfone.net>

Leif Nixon wrote:
> Justin Zygmont <justin at cityfone.net> writes:
> 
> 
>>    ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
> 
> 
> This isn't my forte at all, but shouldn't this be
> 
>      ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> 
> ?
> 
> What do the logs say?

No errors were showing up in the logs, but from the suggestions you gave 
I think i may have finally got it, it also means changing the WebPathURL 
to match what the scriptalias is.  I don't know why the wiki used /rt, 
but I've since corrected it.

Now all I have to do is reinstall the cpan modules since I had to delete 
my /root/.cpan  Does anyone know if there is a way to force a reinstall 
of these?




From ruslan.zakirov at gmail.com  Thu Dec  1 18:55:12 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Dec 2005 02:55:12 +0300
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
In-Reply-To: <AF74E5A9B139D4118CA80008C7B1D1D323C2C268@MAIL1>
References: <AF74E5A9B139D4118CA80008C7B1D1D323C2C268@MAIL1>
Message-ID: <589c94400512011555n27f94ab3xcba22a2bb0412e1b@mail.gmail.com>

It depends on the configuration of your RT.

PS: Guys, cool discussion, I hope it's not too hard to put summary of
the discussed variants to the wiki :)

On 12/2/05, Mahoney, Tim <Tim.Mahoney at magicorp.com> wrote:
> One way I combat this is by going into the Basics section and setting the
> status to resolved.  This doesn't generate any mail out.
>
>
> Thanks,
> Tim
> 972-980-4991
>


--
Best regards, Ruslan.


From raanders at acm.org  Thu Dec  1 21:22:06 2005
From: raanders at acm.org (Roderick A. Anderson)
Date: Thu, 01 Dec 2005 18:22:06 -0800
Subject: [rt-users] Status 3.5+
Message-ID: <438FAFCE.70901@acm.org>

I've seen several replies that go like this.

Look into 3.5, and if there is still problems send bug report or
better send patch.

Looking on the site I can't find any reference to how close 3.5.x is 
becoming a release ( 3.6? ).  I've seen mention of features in 3.5 that 
our users are asking for.  Plus features that will allow us to 
customeize RT to work better for us.

How close to release is the next version of RT?


Rod
-- 


From jesse at bestpractical.com  Thu Dec  1 21:23:42 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Dec 2005 21:23:42 -0500
Subject: [rt-users] Status 3.5+
In-Reply-To: <438FAFCE.70901@acm.org>
References: <438FAFCE.70901@acm.org>
Message-ID: <20051202022341.GC19722@bestpractical.com>




On Thu, Dec 01, 2005 at 06:22:06PM -0800, Roderick A. Anderson wrote:
> I've seen several replies that go like this.
> 
> Look into 3.5, and if there is still problems send bug report or
> better send patch.
> 
> Looking on the site I can't find any reference to how close 3.5.x is 
> becoming a release ( 3.6? ).  I've seen mention of features in 3.5 that 
> our users are asking for.  Plus features that will allow us to 
> customeize RT to work better for us.
> 
> How close to release is the next version of RT?

And the answer is "it's pretty much feature complete. We want to hear
from users about whether it does or does not work well for them."


> 
> Rod
> -- 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 

-- 


From flatten at ecs.umass.edu  Fri Dec  2 06:55:42 2005
From: flatten at ecs.umass.edu (Davin Flatten)
Date: Fri, 02 Dec 2005 06:55:42 -0500
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
In-Reply-To: <438F685C.1020109@ucrwcu.rwc.uc.edu>
References: <438F5120.1070009@ecs.umass.edu>
	<438F685C.1020109@ucrwcu.rwc.uc.edu>
Message-ID: <4390363E.2020800@ecs.umass.edu>

Thank you for the link.  This looks like the fix I was hoping for.

Thank you everyone for your suggestions.

Sincerely,
Davin Flatten


From telemole at gmail.com  Fri Dec  2 11:31:58 2005
From: telemole at gmail.com (TeleMole)
Date: Fri, 2 Dec 2005 11:31:58 -0500
Subject: [rt-users] [Fwd: rt with apache + fastcgi - RHEL4 not working]
In-Reply-To: <438F862E.8020200@cityfone.net>
References: <438F5DAD.6010407@cityfone.net> <m34q5s8r26.fsf@nammatj.nsc.liu.se>
	<438F862E.8020200@cityfone.net>
Message-ID: <cedb34f60512020831w76539852k3c36147a42b42de9@mail.gmail.com>

I had the same issue this week in installing mine - I have changed my
web path to be from the root '/' and all is well again.

I am using basically the same setup you are - apache 2, rhel and
fastcgi with mysql.  It's been a harrowing week but i even managed to
get LDAP authentication working!  Hang in there - the app is well
worth the effort.



On 12/1/05, Justin Zygmont <justin at cityfone.net> wrote:
> Leif Nixon wrote:
> > Justin Zygmont <justin at cityfone.net> writes:
> >
> >
> >>    ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
> >
> >
> > This isn't my forte at all, but shouldn't this be
> >
> >      ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> >
> > ?
> >
> > What do the logs say?
>
> No errors were showing up in the logs, but from the suggestions you gave
> I think i may have finally got it, it also means changing the WebPathURL
> to match what the scriptalias is.  I don't know why the wiki used /rt,
> but I've since corrected it.
>
> Now all I have to do is reinstall the cpan modules since I had to delete
> my /root/.cpan  Does anyone know if there is a way to force a reinstall
> of these?
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


From AMyers at abacus-us.com  Fri Dec  2 12:15:30 2005
From: AMyers at abacus-us.com (Myers, Adam)
Date: Fri, 2 Dec 2005 10:15:30 -0700
Subject: [rt-users] Load a pdf for documentation to users
Message-ID: <205D20196806AE41A9D8A9E982659E27036C0BDF@THN-EXCLS2.dc1.doubleclick.corp>

I have added a 'Documentation' item to my menu which will enable users
to load a training manual among other docs for RT.  Problem is that I
cannot get the pdf to load as a pdf. It tries to load as a Mason
component. Do I need to make this as an Attachment object or how do I
set the content type of the link to load in Adobe?
 
Any help is greatly appreciated.
 
Thanks - Adam
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051202/e17f103a/attachment.htm>

From ruslan.zakirov at gmail.com  Fri Dec  2 12:25:05 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Dec 2005 20:25:05 +0300
Subject: [rt-users] [Fwd: rt with apache + fastcgi - RHEL4 not working]
In-Reply-To: <438F862E.8020200@cityfone.net>
References: <438F5DAD.6010407@cityfone.net> <m34q5s8r26.fsf@nammatj.nsc.liu.se>
	<438F862E.8020200@cityfone.net>
Message-ID: <589c94400512020925m42e8dcc0h787fca08ba6c35ab@mail.gmail.com>

On 12/2/05, Justin Zygmont <justin at cityfone.net> wrote:
> Leif Nixon wrote:
> > Justin Zygmont <justin at cityfone.net> writes:
> >
> >
> >>    ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
> >
> >
> > This isn't my forte at all, but shouldn't this be
> >
> >      ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> >
> > ?
> >
> > What do the logs say?
>
> No errors were showing up in the logs, but from the suggestions you gave
> I think i may have finally got it, it also means changing the WebPathURL
> to match what the scriptalias is.  I don't know why the wiki used /rt,
> but I've since corrected it.
because you can use any base URI for RT, for example:
* http://helpdesk.your.com/
* http://www.your.com/helpdesk/
* http://www.your.com/
it's obvious


>
> Now all I have to do is reinstall the cpan modules since I had to delete
> my /root/.cpan  Does anyone know if there is a way to force a reinstall
> of these?
>
--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Fri Dec  2 12:29:47 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Dec 2005 20:29:47 +0300
Subject: [rt-users] Load a pdf for documentation to users
In-Reply-To: <205D20196806AE41A9D8A9E982659E27036C0BDF@THN-EXCLS2.dc1.doubleclick.corp>
References: <205D20196806AE41A9D8A9E982659E27036C0BDF@THN-EXCLS2.dc1.doubleclick.corp>
Message-ID: <589c94400512020929k5d182cep9616b769934a5a35@mail.gmail.com>

On 12/2/05, Myers, Adam <AMyers at abacus-us.com> wrote:
>
> I have added a 'Documentation' item to my menu which will enable users to
> load a training manual among other docs for RT.  Problem is that I cannot
> get the pdf to load as a pdf. It tries to load as a Mason component. Do I
> need to make this as an Attachment object or how do I set the content type
> of the link to load in Adobe?
>
> Any help is greatly appreciated.
Put your files into "/opt/rt3/share/html/files" and turn off mason for
this dir in the httpd config. Under "Documentation" tab put small
mason component that show RT interface and links to files you want.

>
>
> Thanks - Adam
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
>


--
Best regards, Ruslan.


From Tim.Mahoney at magicorp.com  Fri Dec  2 12:32:52 2005
From: Tim.Mahoney at magicorp.com (Mahoney, Tim)
Date: Fri, 2 Dec 2005 11:32:52 -0600 
Subject: [rt-users] What's the best Linux Distro?
Message-ID: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>

I am running RT 3.0.12 built for Windows, and want to build a new server
with Linux as the OS.  Which distro would be the best for this?  I'm
planning on running 3.4.4, and want a clear upgrade path to 3.5.x when it's
ready.

Thanks
Tim Mahoney
Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18



From rickr at rice.edu  Fri Dec  2 12:20:36 2005
From: rickr at rice.edu (Rick Russell)
Date: Fri, 02 Dec 2005 11:20:36 -0600
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
In-Reply-To: <438F5120.1070009@ecs.umass.edu>
References: <438F5120.1070009@ecs.umass.edu>
Message-ID: <43908264.5010703@rice.edu>


We solved it this way:

  -- Create a custom field called "Send Resolve Notice", and populate it
at create time with the word "Yes".

  -- On Resolve, if the "Send Resolve Notice" field contains "Yes", send
a "resolved" message then set the field to "No".

  -- Subsequent Resolve events do not generate e-mail, since the custom
field is no longer set to "Yes". But it can be manually reset if required.


Rick R.


Davin Flatten wrote:
> Hello-
> 
> Is there anyway to resolve a ticket without sending the requesters a
> confirmation email.  It works fine if the user responds with a further
> issue on the ticket and the ticket is opened, but our nicer users might
> reply to the resolved email with 'Thanks!' which reopens the ticket.  We
> try to resolve it again, and again 'Thanks!'.  Is there a way you can
> suppress this email and still resolve the ticket?
> 
> Thanks,
> Davin Flatten
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html

-- 
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: 254 bytes
Desc: OpenPGP digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051202/4311f142/attachment.sig>

From rkagan at yorku.ca  Fri Dec  2 12:38:49 2005
From: rkagan at yorku.ca (Ramon Kagan)
Date: Fri, 2 Dec 2005 12:38:49 -0500 (EST)
Subject: [rt-users] What's the best Linux Distro?
In-Reply-To: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
References: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
Message-ID: <Pine.LNX.4.64.0512021236340.8723@molpe>

Greetings,

I don't think any linux distro is better than the other for what you are 
looking for.  It is more about which you are more comfortable with.  If 
you will be installing RT on your own (i.e. not using the distro version 
even if available) then your choice is a matter of which distro you 
prefer.  I have run RT on Debian, Ubuntu, Redhat and SUSE, all installed 
manually rather than using debs, rpm or the like.  They are all equally 
successful.

Ramon Kagan, GCIA
Acting Manager, Information Security
Computing and Network Services
York University, Toronto, Canada

-----------------------------------   ------------------------------------
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, 2 Dec 2005, Mahoney, Tim wrote:

> I am running RT 3.0.12 built for Windows, and want to build a new server
> with Linux as the OS.  Which distro would be the best for this?  I'm
> planning on running 3.4.4, and want a clear upgrade path to 3.5.x when it's
> ready.
>
> Thanks
> Tim Mahoney
> Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>
>


From gilbertoribeiro at netcabo.pt  Fri Dec  2 12:53:25 2005
From: gilbertoribeiro at netcabo.pt (Gilberto Ribeiro)
Date: Fri, 2 Dec 2005 17:53:25 -0000
Subject: FW: [rt-users] Installin RT on Ubuntu
Message-ID: <EXCH01SMTP12qcNkzCV0029ece0@exch01smtp12.hdi.tvcabo>

I don't know if this mail has arrived, so I'm resending it.

 

Cumprimentos

Gilberto Ribeiro

Safira - TvCabo - DRSIP

 <http://www.safira.pt/> www.safira.pt

  _____  

De: Gilberto Ribeiro [mailto:gilbertoribeiro at netcabo.pt] 
Enviada: quarta-feira, 30 de Novembro de 2005 23:24
Para: Jesse Vincent
Cc: rt
Assunto: Re: [rt-users] Installin RT on Ubuntu

 

Hi again,

I'm new to linux, and extremely new to RT (i love RT as a user, but i'd like
to install it myself and use it elsewhere).
I'm following the step by step guide on the bestpractical web sibe, but it's
not clear enouh, and has missing pois.
You've told me to run this command (cpan DBD::Pg), witch asks me a lot of
questions that i cannot answer.

I've been to cpan's web site where i've seen that this is a POSTgreSQL
driver for the DBI module, but i've got mysql installed no postgresql.
Can you (or anybody) help?
I'd like a guide for dummies.

Thanks
Gilberto Ribeiro


On Wed, 2005-11-30 at 17:10 -0500, Jesse Vincent wrote: 

 
 
 
On Wed, Nov 30, 2005 at 09:58:07PM +0000, Gilberto Ribeiro wrote:
> Hi,
> 
> I'm trying to install RT on Ubuntu 5.10, but i'm gettint the following
> error while populating the DB:
> 
>  # rt-setup-database-3.4 --action init -dba rtuser
> --prompt-for-dba-password
> In order to create or update your RT database,this script needs to
> connect to your Pg instance on localhost as rtuser.
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
> 
> install_driver(Pg) failed: Can't locate DBD/Pg.pm in @INC (@INC
> contains: /usr/share/request-tracker3.4/lib /etc/perl
/usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl .) at (eval 190) line 3, <STDIN> line 1.
> Perhaps the DBD::Pg perl module hasn't been fully installed,
> or perhaps the capitalisation of 'Pg' isn't right.
> Available drivers: DBM, ExampleP, File, Proxy, Sponge, mysql.
>  at /usr/sbin/rt-setup-database-3.4 line 132
> root at SCSI:/home/gr # locate Pg.pm
> /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm
> 
 
cpan DBD::Pg
 
 

Cumprimentos
Gilberto Ribeiro 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051202/98a22999/attachment.htm>

From AMyers at abacus-us.com  Fri Dec  2 12:54:09 2005
From: AMyers at abacus-us.com (Myers, Adam)
Date: Fri, 2 Dec 2005 10:54:09 -0700
Subject: [rt-users] Load a pdf for documentation to users
Message-ID: <205D20196806AE41A9D8A9E982659E27036C0BE0@THN-EXCLS2.dc1.doubleclick.corp>

Do I do this the httpd config file by using <Location /share/html/files>
tags? How do I turn off Mason? By not putting PerlHandler RT::Mason
inside the block?

Adam

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Friday, December 02, 2005 10:30 AM
To: Myers, Adam
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Load a pdf for documentation to users

On 12/2/05, Myers, Adam <AMyers at abacus-us.com> wrote:
>
> I have added a 'Documentation' item to my menu which will enable users

> to load a training manual among other docs for RT.  Problem is that I 
> cannot get the pdf to load as a pdf. It tries to load as a Mason 
> component. Do I need to make this as an Attachment object or how do I 
> set the content type of the link to load in Adobe?
>
> Any help is greatly appreciated.
Put your files into "/opt/rt3/share/html/files" and turn off mason for
this dir in the httpd config. Under "Documentation" tab put small mason
component that show RT interface and links to files you want.

>
>
> Thanks - Adam
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at

> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and 
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Fri Dec  2 13:11:25 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Dec 2005 21:11:25 +0300
Subject: [rt-users] Load a pdf for documentation to users
In-Reply-To: <205D20196806AE41A9D8A9E982659E27036C0BE0@THN-EXCLS2.dc1.doubleclick.corp>
References: <205D20196806AE41A9D8A9E982659E27036C0BE0@THN-EXCLS2.dc1.doubleclick.corp>
Message-ID: <589c94400512021011xb76b6ax7656b30eda2725ce@mail.gmail.com>

I think
<Location /files> SetHandler default-handler </Location>
NOTE: lcation is /files because root is /opt/rt3/share/html

On 12/2/05, Myers, Adam <AMyers at abacus-us.com> wrote:
> Do I do this the httpd config file by using <Location /share/html/files>
> tags? How do I turn off Mason? By not putting PerlHandler RT::Mason
> inside the block?
>
> Adam
>
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Friday, December 02, 2005 10:30 AM
> To: Myers, Adam
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Load a pdf for documentation to users
>
> On 12/2/05, Myers, Adam <AMyers at abacus-us.com> wrote:
> >
> > I have added a 'Documentation' item to my menu which will enable users
>
> > to load a training manual among other docs for RT.  Problem is that I
> > cannot get the pdf to load as a pdf. It tries to load as a Mason
> > component. Do I need to make this as an Attachment object or how do I
> > set the content type of the link to load in Adobe?
> >
> > Any help is greatly appreciated.
> Put your files into "/opt/rt3/share/html/files" and turn off mason for
> this dir in the httpd config. Under "Documentation" tab put small mason
> component that show RT interface and links to files you want.
>
> >
> >
> > Thanks - Adam
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media at
>
> > http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> >
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.


From jra at baylink.com  Fri Dec  2 13:25:18 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 2 Dec 2005 13:25:18 -0500
Subject: [rt-users] What's the best Linux Distro?
In-Reply-To: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>;
	from "Mahoney, Tim" <Tim.Mahoney@magicorp.com> on Fri, Dec 02,
	2005 at 11:32:52AM -0600
References: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
Message-ID: <20051202132518.C1040@cgi.jachomes.com>

On Fri, Dec 02, 2005 at 11:32:52AM -0600, Mahoney, Tim wrote:
> I am running RT 3.0.12 built for Windows, and want to build a new server
> with Linux as the OS.  Which distro would be the best for this?  I'm
> planning on running 3.4.4, and want a clear upgrade path to 3.5.x when it's
> ready.

http://www.distrowatch.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

	"Space is called 'space' because there's so much *space* there."
		- John Walker, of Fourmilab, on Trek's End


From les at futuresource.com  Fri Dec  2 14:48:18 2005
From: les at futuresource.com (Les Mikesell)
Date: Fri, 02 Dec 2005 13:48:18 -0600
Subject: [rt-users] What's the best Linux Distro?
In-Reply-To: <20051202132518.C1040@cgi.jachomes.com>
References: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
	<20051202132518.C1040@cgi.jachomes.com>
Message-ID: <1133552897.30949.73.camel@moola.futuresource.com>

On Fri, 2005-12-02 at 12:25, Jay R. Ashworth wrote:
> On Fri, Dec 02, 2005 at 11:32:52AM -0600, Mahoney, Tim wrote:
> > I am running RT 3.0.12 built for Windows, and want to build a new server
> > with Linux as the OS.  Which distro would be the best for this?  I'm
> > planning on running 3.4.4, and want a clear upgrade path to 3.5.x when it's
> > ready.
> 
> http://www.distrowatch.com

You aren't likely to find any agreement on this, but I like the 
Centos4 distribution: http://www.centos.org/ which is rebuilt from
the RedHat Enterprise source rpms so it can be redistributed freely.
It is very stable without being too far out of date and updates have
been released very quickly after being available in RHEL.  You can
use the instructions on the wiki for installation on RHEL with fastcgi.

-- 
  Les Mikesell
    les at futuresource.com




From sturner at MIT.EDU  Fri Dec  2 14:52:05 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 02 Dec 2005 14:52:05 -0500
Subject: [rt-users] What's the best Linux Distro?
In-Reply-To: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
References: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
Message-ID: <6.2.1.2.2.20051202145117.031eb570@po14.mit.edu>

At Friday 12/2/2005 12:32 PM, Mahoney, Tim wrote:
>I am running RT 3.0.12 built for Windows, and want to build a new server
>with Linux as the OS.  Which distro would be the best for this?  I'm
>planning on running 3.4.4, and want a clear upgrade path to 3.5.x when it's
>ready.

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

Under General



From victor at ambra.ro  Fri Dec  2 15:27:58 2005
From: victor at ambra.ro (Sterpu Victor)
Date: Fri, 02 Dec 2005 20:27:58 +0000
Subject: [rt-users] migrating from mysql to postgresl
Message-ID: <4390AE4E.7000903@ambra.ro>

I copied the database from mysql to postgresql.
At first everithing seemd ok.
But when I try to create a ticket I receive the follwing error:

Dec  2 22:36:32 ambranagios RT: DBD::Pg::st execute failed: ERROR:  
column "oid" does not exist (/opt/rt3/lib/RT.pm:287)
Dec  2 22:36:32 ambranagios RT: RT::Handle=HASH(0xb8f6570) couldn't 
execute the query 'SELECT id FROM Tickets WHERE oid = ?' at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 
506        
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb8f6570)', 
'SELECT id FROM Tickets WHERE oid = ?', 0) called at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 538    
DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb8f6570)', 
'SELECT id FROM Tickets WHERE oid = ?', 0) called at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Pg.pm line 73  
DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0xb8f6570)', 
'Tickets', 'Subject', 'test', 'Status', 'new', 'Queue', 15, 'Creator', 
...) called at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 1291    
DBIx::SearchBuilder::Record::Create('RT::Ticket=HASH(0xc803238)', 
'Subject', 'test', 'Status', 'new', 'Queue', 15, 'Creator', 12, ...) 
called at /opt/rt3/lib/RT/Record.pm line 300  
RT::Record::Create('RT::Ticket=HASH(0xc803238)', '
Dec  2 22:36:32 ambranagios RT: Couldn't create a ticket: Object could 
not be created (/opt/rt3/lib/RT/Ticket_Overlay.pm:590)
Dec  2 22:36:32 ambranagios RT: WebRT: Ticket could not be created due 
to an internal error () (/opt/rt3/share/html/Elements/Error:78)  

But the table tickets never had a column oid.
How can I fix this?



From bulb at ucw.cz  Fri Dec  2 16:37:25 2005
From: bulb at ucw.cz (Jan Hudec)
Date: Fri, 2 Dec 2005 22:37:25 +0100
Subject: [rt-users] What's the best Linux Distro?
In-Reply-To: <Pine.LNX.4.64.0512021236340.8723@molpe>
References: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
	<Pine.LNX.4.64.0512021236340.8723@molpe>
Message-ID: <20051202213725.GC6343@efreet.light.src>

On Fri, Dec 02, 2005 at 12:38:49 -0500, Ramon Kagan wrote:
> I don't think any linux distro is better than the other for what you are 
> looking for.  It is more about which you are more comfortable with.  If 
> you will be installing RT on your own (i.e. not using the distro version 
> even if available) then your choice is a matter of which distro you 
> prefer.  I have run RT on Debian, Ubuntu, Redhat and SUSE, all installed 
> manually rather than using debs, rpm or the like.  They are all equally 
> successful.

However if you DO want to use packages, than Debian (and Ubuntu which is
a Debian clone) have packages ready and very easy to install, while the
packages for RedHat are not as easy and I am not aware of any packages for
SuSE. In addition IMHO Debian layout of perl packages seems to be a bit more
reasonable than the one in RedHat and SuSE.

-- 
						 Jan 'Bulb' Hudec <bulb at ucw.cz>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051202/68e183ae/attachment.sig>

From Chris.Covington at plusone.com  Fri Dec  2 16:29:49 2005
From: Chris.Covington at plusone.com (Covington, Chris)
Date: Fri, 2 Dec 2005 16:29:49 -0500
Subject: [rt-users] What's the best Linux Distro?
In-Reply-To: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
References: <AF74E5A9B139D4118CA80008C7B1D1D323C2C81A@MAIL1>
Message-ID: <20051202212948.GD9572@frank2k3.plusone.com>

On Fri, Dec 02, 2005 at 11:32:52AM -0600, Mahoney, Tim wrote:
> I am running RT 3.0.12 built for Windows, and want to build a new server
> with Linux as the OS.  Which distro would be the best for this?  I'm
> planning on running 3.4.4, and want a clear upgrade path to 3.5.x when it's
> ready.
> 
> Thanks
> Tim Mahoney
> Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18

I prefer gentoo.  It's very simple to emerge rt and be done with it.
Binary package distributions like Red Hat, SuSe, etc. make it very
difficult to get the dependencies correctly installed.

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com


From tellorui at cshl.edu  Fri Dec  2 17:02:44 2005
From: tellorui at cshl.edu (Marcela K Tello-Ruiz)
Date: Fri, 02 Dec 2005 17:02:44 -0500
Subject: [rt-users] RTFM 2.02: still not able to install it
Message-ID: <4390C484.8030207@cshl.edu>

Hi Panu,

I am getting a similar initial error to yours when trying to install RT 
(just send a message describing it to the RT-users list):

...
Base class package "Locale::Maketext::Fuzzy" is empty.

         (Perhaps you need to 'use' the module which defines that 

package first.) at /opt/rt3/lib/RT/I18N.pm
...

Did you solve/find a way around it?

Thanks,

Marcela


From tellorui at cshl.edu  Fri Dec  2 16:51:23 2005
From: tellorui at cshl.edu (Marcela K Tello-Ruiz)
Date: Fri, 02 Dec 2005 16:51:23 -0500
Subject: [rt-users] problem installing RT: httpd.conf error
Message-ID: <4390C1DB.9030908@cshl.edu>

Hello RT users/developers!

RedHat 8
apache 1.3.29
mod_perl 1.29

Configuring apache for RT, I'm getting the following error message...

 > xxx configtest

[error] Base class package "Locale::Maketext::Fuzzy" is empty.
       (Perhaps you need to 'use' the module which defines that package 
first.) at /opt/rt3/lib/RT/I18N.pm line 58
BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 58.
Compilation failed in require at /opt/rt3/lib/RT.pm line 48.
BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.
Compilation failed in require at /opt/rt3/bin/webmux.pl line 66.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 66.
Compilation failed in require at (eval 6) line 1.

Syntax error on line 1211 of /usr/local/apache_1.3.29/conf/httpd.conf:
Base class package "Locale::Maketext::Fuzzy" is empty.
       (Perhaps you need to 'use' the module which defines that package 
first.) at /opt/rt3/lib/RT/I18N.pm line 58
BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 58.
Compilation failed in require at /opt/rt3/lib/RT.pm line 48.
BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.
Compilation failed in require at /opt/rt3/bin/webmux.pl line 66.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 66.
Compilation failed in require at (eval 6) line 1.

*** Indeed the offending line in my http.conf is:

   PerlRequire /opt/rt3/bin/webmux.pl

*** and everything points back to the "fuzzy" module, which I have 
installed for the new perl:

 > locate Locale::Maketext::Fuzzy
/home/perl_5.8.7/man/man3/Locale::Maketext::Fuzzy.3

*** I am not sure why then I'm getting the error... stated above as:

[error] Base class package "Locale::Maketext::Fuzzy" is empty.
       (Perhaps you need to 'use' the module which defines that package 
first.) at /opt/rt3/lib/RT/I18N.pm line 58

*** Given that lines 53-59 in I18N.pm are:

package RT::I18N;

use strict;
use Locale::Maketext 1.04;
use Locale::Maketext::Lexicon 0.25;
use base ('Locale::Maketext::Fuzzy');
use vars qw( %Lexicon );

Will very much appreciate any suggestions,  ideas...

Thanks!

Marcela


From m3freak at rogers.com  Fri Dec  2 17:09:22 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Fri, 02 Dec 2005 17:09:22 -0500
Subject: [rt-users] Resolving ticket without sending outgoing email to
	requestors
In-Reply-To: <43908264.5010703@rice.edu>
References: <438F5120.1070009@ecs.umass.edu>  <43908264.5010703@rice.edu>
Message-ID: <1133561362.4889.4.camel@krs>

On Fri, 2005-02-12 at 11:20 -0600, Rick Russell wrote:
> We solved it this way:
> 
>   -- Create a custom field called "Send Resolve Notice", and populate it
> at create time with the word "Yes".
> 
>   -- On Resolve, if the "Send Resolve Notice" field contains "Yes", send
> a "resolved" message then set the field to "No".
> 
>   -- Subsequent Resolve events do not generate e-mail, since the custom
> field is no longer set to "Yes". But it can be manually reset if required.

That's neat - good tip!

Could you possibly put the details into the Wiki?  Not necessary of
course, but your solution is novel and others would benefit from it.

Regards,

Ranbir

-- 
Kanwar Ranbir Sandhu
Systems Aligned Inc.
www.systemsaligned.com



From m3freak at rogers.com  Fri Dec  2 17:11:17 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Fri, 02 Dec 2005 17:11:17 -0500
Subject: [rt-users] Resolving ticket without sending outgoing email
	torequestors
In-Reply-To: <FF6E50DCA69478499B1C992A435EF5F0B61F01@rachael-reborn.letnet.net>
References: <FF6E50DCA69478499B1C992A435EF5F0B61F01@rachael-reborn.letnet.net>
Message-ID: <1133561477.4889.7.camel@krs>

On Thu, 2005-01-12 at 16:37 -0600, Roedel, Mark wrote:
> We addressed the "nice user" problem here by modifying the
> ticket-resolved template so that it has its reply-to address set to the
> address of the ticket owner, rather than the RT email gateway address...

Another good solution, though sometimes replying to a ticket after it's
closed really should be sent directly to RT.

Still, me likey.

Regards,

Ranbir

-- 
Kanwar Ranbir Sandhu
Systems Aligned Inc.
www.systemsaligned.com



From les at futuresource.com  Fri Dec  2 18:10:16 2005
From: les at futuresource.com (Les Mikesell)
Date: Fri, 02 Dec 2005 17:10:16 -0600
Subject: [rt-users] problem installing RT: httpd.conf error
In-Reply-To: <4390C1DB.9030908@cshl.edu>
References: <4390C1DB.9030908@cshl.edu>
Message-ID: <1133565016.30949.130.camel@moola.futuresource.com>

On Fri, 2005-12-02 at 15:51, Marcela K Tello-Ruiz wrote:

> RedHat 8
> apache 1.3.29
> mod_perl 1.29
> 
> Configuring apache for RT, I'm getting the following error message...

[...]

> Will very much appreciate any suggestions,  ideas...

You probably won't appreciate this suggestion, but RedHat 8 is
very old.  Can you update to either Centos4 or a current fedora?
As a side effect you'll get a usable perl and MySQL and access
to updates via 'yum update'.

-- 
  Les Mikesell
   les at futuresource.com



From jesse at bestpractical.com  Fri Dec  2 18:17:42 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 2 Dec 2005 18:17:42 -0500
Subject: [rt-users] DBIx::SearchBuilder 1.36
Message-ID: <20051202231742.GL18155@bestpractical.com>

DBIx::SearchBuilder is currently winging its way to a CPAN mirror near
you.  This version should fix the "Attribute::Name is undefined" error
folks have been seeing.

Jesse


-- 


From jesse at bestpractical.com  Fri Dec  2 18:42:18 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 2 Dec 2005 18:42:18 -0500
Subject: [rt-users] RTFM 2.2.0RC1
Message-ID: <20051202234217.GN18155@bestpractical.com>

I'm pleased to announce the first release candidate of RTFM 2.2.0.

2.2.0 is a significant overhaul to RTFM that cuts out about 50% of the
application's code and adds new features, increased stability and more
flexibility.  (Basically, we took out all the bits where RT and RTFM did
similar things and made RTFM just use RT's bits.)

You likely need RT 3.4.3 or newer to make use of RTFM 2.2.

Please download this version from

http://download.bestpractical.com/pub/rt/devel/RTFM-2.2.0RC1.tar.gz
(http://download.bestpractical.com/pub/rt/devel/RTFM-2.2.0RC1.tar.gz.sig)

and tell us how it goes.

I'm hoping for a 2.2.0 release sometime before Christmas.

	Jesse
-- 


From moflo1 at hotmail.com  Sat Dec  3 03:43:24 2005
From: moflo1 at hotmail.com (MOFLO -)
Date: Sat, 03 Dec 2005 00:43:24 -0800
Subject: [rt-users] SendEmail.pm line 256 error - permission denied
Message-ID: <BAY108-F3218ED59A9D9624F854F7B994F0@phx.gbl>

Hi all,

New install of webrt 3.4.4 from rpm package. All works fine except for 
sending email from webrt back to ticket requestors.

We are running:
Linux 2.6.14-1.1637_FC4smp
webrt 3.4.4
sendmail-8.13.4-2
perl 5.8.6
DBIx::SearchBuilder v1.27
Apache/2.0.54
ModPerl::Const v2.000001
mysql  4.1.14


>From rt.log
[Fri Dec  2 06:08:36 2005] [info]: 
<rt-3.4.4-2419-1133503716-1449.13-3-0 at cranite.com> #13/138 - Scrip 3  
(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:237)
[Fri Dec  2 06:08:36 2005] [crit]: 
<rt-3.4.4-2419-1133503716-1449.13-3-0 at cranite.com>Could not send mail. 
-Permission denied at 
/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm line 256.

Stack:
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:256]
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:102]
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/ScripAction_Overlay.pm:241]
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Scrip_Overlay.pm:507]
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Scrips_Overlay.pm:192]
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Transaction_Overlay.pm:170]
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Record.pm:1431]
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Ticket_Overlay.pm:720]
  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Interface/Email.pm:751]
  [/var/www/rt3/REST/1.0/NoAuth/mail-gateway:58]
(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:261)
[Fri Dec  2 06:08:36 2005] [info]: 
<rt-3.4.4-2419-1133503716-1449.13-3-0 at cranite.com> sent To: 
moflo1 at hotmail.com Cc:  Bcc:  
(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:297)
[Fri Dec  2 06:08:36 2005] [info]: 
<rt-3.4.4-2419-1133503716-20.13-4-0 at cranite.com> #13/138 - Scrip 4  
(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:237)
[Fri Dec  2 06:08:36 2005] [info]: 
<rt-3.4.4-2419-1133503716-20.13-4-0 at cranite.com> No recipients found. Not 
sending.
(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:249)
[Fri Dec  2 06:08:36 2005] [info]: Ticket 13 created in queue 'General' by 
moflo1 at hotmail.com 
(/usr/lib/perl5/vendor_perl/5.8.6/RT/Ticket_Overlay.pm:730)


Line 256 of SendEmail.pm simply calls sendmail with arguments. See below.

    254     if ( $RT::MailCommand eq 'sendmailpipe' ) {
    255         eval {
    256             open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" 
) || die $!;
    257             print MAIL $MIMEObj->as_string;
    258             close(MAIL);
    259         };
    260         if ($@) {
    261             $RT::Logger->crit( $msgid . "Could not send mail. -" . 
$@ );
    262         }

>From the RT_SiteConfig.pm

# Note that you should remove the '-t' from $SendmailArguments
# if you use 'sendmail' rather than 'sendmailpipe'
Set($MailCommand , 'sendmailpipe');
# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand 
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments
# These options are good for most sendmail wrappers and workalikes
#Set($SendmailArguments , "-oi -t");
# These arguments are good for sendmail brand sendmail 8 and newer
Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
Set($SendmailPath , "/usr/sbin/sendmail");

Permission on Action .pm files

-rw-r--r--  1 root root  3556 Jun  1  2005 AutoOpen.pm
-rw-r--r--  1 root root  3802 Feb  1  2005 Autoreply.pm
-rw-r--r--  1 root root 39981 May  9  2005 CreateTickets.pm
-rw-r--r--  1 root root  4998 Jun  7 14:56 EscalatePriority.pm
-rw-r--r--  1 root root  5267 Jul 12 09:22 Generic.pm
-rw-r--r--  1 root root  2634 Feb  1  2005 NotifyAsComment.pm
-rw-r--r--  1 root root  5395 Jun 16 09:39 Notify.pm
-rw-r--r--  1 root root  3749 Feb  1  2005 RecordComment.pm
-rw-r--r--  1 root root  3805 Feb  1  2005 RecordCorrespondence.pm
-rw-r--r--  1 root root  3382 Feb  1  2005 ResolveMembers.pm
-rw-r--r--  1 root root 25110 Jul 12 09:22 SendEmail.pm
-rw-r--r--  1 root root  2655 Feb  1  2005 SetPriority.pm
-rw-r--r--  1 root root  2906 Feb  1  2005 UserDefined.pm


I tried setting SendEmail.pm with -rwx-r-xr-x  apache apache but it made no 
difference.  All other actions work perfectly with above permissions.


Thanks for any insight in advance.




From victor at ambra.ro  Sat Dec  3 06:08:26 2005
From: victor at ambra.ro (Victor)
Date: Sat, 03 Dec 2005 13:08:26 +0200
Subject: [rt-users] rt 3.4.4 - can't create user
Message-ID: <43917CAA.9050603@ambra.ro>

I get the following error when I try to create a user:

Can't find Principals.id  for OID 0
[Sat Dec  3 11:18:55 2005] [crit]: Couldn't create a Principal on new 
user create. (/opt/rt3/lib/RT/User_Overlay.pm:254)
[Sat Dec  3 11:18:55 2005] [crit]: Strange things are afoot at the 
circle K (/opt/rt3/lib/RT/User_Overlay.pm:255)


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051203/7a5ecb2d/attachment.htm>

From victor at ambra.ro  Sat Dec  3 07:10:34 2005
From: victor at ambra.ro (Victor)
Date: Sat, 03 Dec 2005 14:10:34 +0200
Subject: [rt-users] rt 3.4.4 - too slow in some situations
Message-ID: <43918B3A.8050801@ambra.ro>

By example it takes 35 secons to display the tickets->New query page.

I have a big database in Pg 8.1.
I also tried with diffrent versions of mysql, but the best result was 
with postgres.
I have a very good computer(2Gb ram, CPU 2x20Gh each multithread, 512kb 
cache).

When I try to load the page tickets->New, apache process ocupies 100% of 
one processor for about 35 sec.

If I try on a empty db it works instantly.

I guess the problem could be in the Apache::DBI?
But what can I do?



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051203/516ecfc5/attachment.htm>

From mikko.lipasti at polarcom.fi  Sat Dec  3 08:38:02 2005
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Sat, 03 Dec 2005 15:38:02 +0200
Subject: [rt-users] Auto calculate time (estimaded, remaining)
In-Reply-To: <43836787.4090608@nexos.com.br>
References: <43836787.4090608@nexos.com.br>
Message-ID: <1133617082.27300.1.camel@fermi.polarcom.lan>

Hi,

On Tue, 2005-11-22 at 20:46, Humberto Junior wrote:
> 2) When a user insert a "time worked" on a comment or reply, I want to 
> decrement the time remaining (time remaining = Time estimated - Total 
> Time worked)

I found a solution to this. I just published my solution in the wiki:

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

My local Update.html is attached for your convenience.

Hope this helps!

-- 
Mikko Lipasti
Polarcom Consulting Oy
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051203/8a7e9b99/attachment.html>

From maxime.levasseur at b3g-telecom.com  Sat Dec  3 13:03:20 2005
From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur)
Date: Sat, 03 Dec 2005 19:03:20 +0100
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
Message-ID: <4391DDE8.6030307@b3g-telecom.com>

Hi to the list,

Got some difficulties to understand on point regarding ACL's ( yes i 
read wiki and yes i bought the book : ) and maybe you will provide some 
help.

RT 3.4.4 is used.

We ve got a queue queue is called 'Issues'

Each customer ( A, B , C ) has its own login and i want theim to be able 
to create and to have a look on their tickets through the web interface
. They will only see the issues they submitted to the queue and i don't 
want A to see B's tickets, C's tickets ...

A B & C belong to a group called 'Customers'

Lets' call my second group 'Staff' composed by guys who will have to 
answer tickets.

I defined the following rights for the Customers Queue :

A- System Groups / Privileged : Create ticket - Reply to ticket - See queue

B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket

C- User Defined groups / Customers ==> See Queue - Create tickets.

D- User Defined groups / Staff ==> Comment + Create + Delete + Modify + 
Own + Show MAil + Show ticket + Show ticket comments + Steal tickets + 
Take tickets

Scenario :

Customer A creates a ticket viewable only by himself + staff ( normal 
behaviour )

Once a staff member took the ticket to work on it, we can see  ' Owner 
changed from Nobody to staff ' in th TT history ( normal behaviour too)

Problem : Customer A does not see its ticket anymore in the inferface. 
If the staff member changes the owner to 'Nobody', the ticket becomes 
viewable again for 'A'.

If i change User Defined groups / Customers ==> See Queue - Create 
tickets to ==> See Queue + Create tickets + See Ticket, 'A' will see its 
ticket again and others tickets too ... and this becomes a problem.

Any help will be appreciated

Best Regards

Max.

Merry Christmas !









From todd at chaka.net  Sat Dec  3 14:26:59 2005
From: todd at chaka.net (Todd Chapman)
Date: Sat, 3 Dec 2005 14:26:59 -0500
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <4391DDE8.6030307@b3g-telecom.com>
References: <4391DDE8.6030307@b3g-telecom.com>
Message-ID: <20051203192659.GB9195@chaka.net>

I would be willing to help, but by the time I got to yhe
bottom of your e-mail, I was as confused as you are. :)

Maybe if you can break it down a little better we can
get it figured out.

Also, I have developed an extension called RTx::RightsMatrix that
makes it a little easier to view and edit RT rights. It's on
your favorite CPAN mirror.

-Todd

On Sat, Dec 03, 2005 at 07:03:20PM +0100, Maxime Levasseur wrote:
> Hi to the list,
> 
> Got some difficulties to understand on point regarding ACL's ( yes i 
> read wiki and yes i bought the book : ) and maybe you will provide some 
> help.
> 
> RT 3.4.4 is used.
> 
> We ve got a queue queue is called 'Issues'
> 
> Each customer ( A, B , C ) has its own login and i want theim to be able 
> to create and to have a look on their tickets through the web interface
> . They will only see the issues they submitted to the queue and i don't 
> want A to see B's tickets, C's tickets ...
> 
> A B & C belong to a group called 'Customers'
> 
> Lets' call my second group 'Staff' composed by guys who will have to 
> answer tickets.
> 
> I defined the following rights for the Customers Queue :
> 
> A- System Groups / Privileged : Create ticket - Reply to ticket - See queue
> 
> B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket
> 
> C- User Defined groups / Customers ==> See Queue - Create tickets.
> 
> D- User Defined groups / Staff ==> Comment + Create + Delete + Modify + 
> Own + Show MAil + Show ticket + Show ticket comments + Steal tickets + 
> Take tickets
> 
> Scenario :
> 
> Customer A creates a ticket viewable only by himself + staff ( normal 
> behaviour )
> 
> Once a staff member took the ticket to work on it, we can see  ' Owner 
> changed from Nobody to staff ' in th TT history ( normal behaviour too)
> 
> Problem : Customer A does not see its ticket anymore in the inferface. 
> If the staff member changes the owner to 'Nobody', the ticket becomes 
> viewable again for 'A'.
> 
> If i change User Defined groups / Customers ==> See Queue - Create 
> tickets to ==> See Queue + Create tickets + See Ticket, 'A' will see its 
> ticket again and others tickets too ... and this becomes a problem.
> 
> Any help will be appreciated
> 
> Best Regards
> 
> Max.
> 
> Merry Christmas !
> 
> 
> 
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html


From maxime.levasseur at b3g-telecom.com  Sat Dec  3 14:49:45 2005
From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur)
Date: Sat, 03 Dec 2005 20:49:45 +0100
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <20051203192659.GB9195@chaka.net>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
Message-ID: <4391F6D9.8000001@b3g-telecom.com>


> Also, I have developed an extension called RTx::RightsMatrix that
> makes it a little easier to view and edit RT rights. It's on
> your favorite CPAN mirror.

In fact RTx::RightsMatrix was already installed on my box (great 
tool,thx for it ).

Gonna try to explain it shortly :

Got only one queue : Issues
Got 2 groups : Tech Staff and Customers ( 3 members : A, B, C )
When A opens a ticket in the Queue 'Issues', i don't want B C to see it. 
Same thing for the others. Off course 'Tech Staff' members must see 
tickets from A B C to be able to work on it.

With the ACL's described in my last post, it works but i got a problem.

The main one is when a freshly opened ticket ( owned by nobody ) is 
taken in charge by a Tech Staff Member ( at this moment it becomes 
'owned by techstaff '). From the web interface, the ticket becomes 
invisible from customer A ( = the requestor ). The only solution to make 
it visible again is to change the owner from 'techstaff' to 'nobody'

When a ticket must be keeped by the tech support during a few hours or a 
couple of weeks :) , the customer must be able to track iton the web.


Thanks again for your help.

max.


From scott at 4th.com  Sat Dec  3 14:57:15 2005
From: scott at 4th.com (Scott Courtney)
Date: Sat, 3 Dec 2005 14:57:15 -0500
Subject: [rt-users] "Tickets" search function fails -- SOLVED
In-Reply-To: <200511191830.48421.scott@4th.com>
References: <200511191830.48421.scott@4th.com>
Message-ID: <200512031457.15986.scott@4th.com>

On Saturday 19 November 2005 18:30, Scott Courtney wrote:
> To those of you who are Perl geeks, which I am not, this may be a dumb question,
> but I'm trying to figure out why I have the following error in RT 3.4.4:
> 
> error: ? Can't locate object method "new" via package
> ?"RT::Interface::Web::QueryBuilder::Tree" at 
> ?/home/local/rt-3.4.4/share/html/Search/Build.html line 509.

I've solved this problem, thanks in part to a "shotgun" suggestion from Alex
Moura. Alex's suggestion didn't fix the problem, but trying it led me to an
error message that in turn led me to the answer.

I documented the solution, with a couple of reference URLs, on the Wiki
at this page: http://wiki.bestpractical.com/index.cgi?TroubleShooting. If
I did something wrong there, someone in authority please feel free to correct
me on it.

Alex, thanks for the emailed suggestions. You pointed me in the right
direction, even if you didn't directly have the exact solution! :-)

Scott

-- 
------------------------------------------------------------------------------
Scott Courtney         | "I don't mind Microsoft making money. I mind them
scott at 4th.com          | having a bad operating system."    -- Linus Torvalds
http://4th.com/        | ("The Rebel Code," NY Times, 21 February 1999)
                       | PGP Public Key at http://4th.com/keys/scott.pubkey


From todd at chaka.net  Sat Dec  3 15:44:24 2005
From: todd at chaka.net (Todd Chapman)
Date: Sat, 3 Dec 2005 15:44:24 -0500
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <4391F6D9.8000001@b3g-telecom.com>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
	<4391F6D9.8000001@b3g-telecom.com>
Message-ID: <20051203204424.GC9195@chaka.net>

On Sat, Dec 03, 2005 at 08:49:45PM +0100, Maxime Levasseur wrote:
> 
> >Also, I have developed an extension called RTx::RightsMatrix that
> >makes it a little easier to view and edit RT rights. It's on
> >your favorite CPAN mirror.
> 
> In fact RTx::RightsMatrix was already installed on my box (great 
> tool,thx for it ).
> 
> Gonna try to explain it shortly :
> 
> Got only one queue : Issues
> Got 2 groups : Tech Staff and Customers ( 3 members : A, B, C )
> When A opens a ticket in the Queue 'Issues', i don't want B C to see it. 
> Same thing for the others. Off course 'Tech Staff' members must see 
> tickets from A B C to be able to work on it.
> 
> With the ACL's described in my last post, it works but i got a problem.
> 
> The main one is when a freshly opened ticket ( owned by nobody ) is 
> taken in charge by a Tech Staff Member ( at this moment it becomes 
> 'owned by techstaff '). From the web interface, the ticket becomes 
> invisible from customer A ( = the requestor ). The only solution to make 
> it visible again is to change the owner from 'techstaff' to 'nobody'
> 
> When a ticket must be keeped by the tech support during a few hours or a 
> couple of weeks :) , the customer must be able to track iton the web.
> 
> 
> Thanks again for your help.

Giving the requestor role the rights they need should fix that.


From maxime.levasseur at b3g-telecom.com  Sat Dec  3 15:13:54 2005
From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur)
Date: Sat, 03 Dec 2005 21:13:54 +0100
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <20051203204424.GC9195@chaka.net>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
	<4391F6D9.8000001@b3g-telecom.com>
	<20051203204424.GC9195@chaka.net>
Message-ID: <4391FC82.1090705@b3g-telecom.com>


> Giving the requestor role the rights they need should fix that.
> 

This is my point Todd : )

Requestor role rights level is ok from my point of view : See Queue + 
Show ticket + Reply to ticket are granted .. and the ticket is saw by 
the requestor except when is owned by anybody else

i' m lost :(


From todd at chaka.net  Sat Dec  3 15:56:43 2005
From: todd at chaka.net (Todd Chapman)
Date: Sat, 3 Dec 2005 15:56:43 -0500
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <4391FC82.1090705@b3g-telecom.com>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
	<4391F6D9.8000001@b3g-telecom.com>
	<20051203204424.GC9195@chaka.net>
	<4391FC82.1090705@b3g-telecom.com>
Message-ID: <20051203205643.GD9195@chaka.net>

Does RightsMatrix think they have the right before, but not
after?

On Sat, Dec 03, 2005 at 09:13:54PM +0100, Maxime Levasseur wrote:
> 
> >Giving the requestor role the rights they need should fix that.
> >
> 
> This is my point Todd : )
> 
> Requestor role rights level is ok from my point of view : See Queue + 
> Show ticket + Reply to ticket are granted .. and the ticket is saw by 
> the requestor except when is owned by anybody else
> 
> i' m lost :(


From scott at 4th.com  Sat Dec  3 15:38:40 2005
From: scott at 4th.com (Scott Courtney)
Date: Sat, 3 Dec 2005 15:38:40 -0500
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <20051203192659.GB9195@chaka.net>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
Message-ID: <200512031538.40171.scott@4th.com>

On Saturday 03 December 2005 14:26, Todd Chapman wrote:
> Also, I have developed an extension called RTx::RightsMatrix that
> makes it a little easier to view and edit RT rights. It's on
> your favorite CPAN mirror.

I just installed that....it ROCKS, ROCKS, ROCKS! Thank you for creating
this tool!

One small suggestion, if I may: During the installation, it was not clear
to me that when it asked for a "path to RT.pm", it meant the directory
only. I was trying the full path to the file itself. Changing that prompt
might help avoid install trouble for others. :-)

But once installed, it works a treat!

Scott

-- 
------------------------------------------------------------------------------
Scott Courtney         | "I don't mind Microsoft making money. I mind them
scott at 4th.com          | having a bad operating system."    -- Linus Torvalds
http://4th.com/        | ("The Rebel Code," NY Times, 21 February 1999)
                       | PGP Public Key at http://4th.com/keys/scott.pubkey


From todd at chaka.net  Sat Dec  3 17:40:05 2005
From: todd at chaka.net (Todd Chapman)
Date: Sat, 3 Dec 2005 17:40:05 -0500
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <200512031538.40171.scott@4th.com>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
	<200512031538.40171.scott@4th.com>
Message-ID: <20051203224005.GE9195@chaka.net>

On Sat, Dec 03, 2005 at 03:38:40PM -0500, Scott Courtney wrote:
> On Saturday 03 December 2005 14:26, Todd Chapman wrote:
> > Also, I have developed an extension called RTx::RightsMatrix that
> > makes it a little easier to view and edit RT rights. It's on
> > your favorite CPAN mirror.
> 
> I just installed that....it ROCKS, ROCKS, ROCKS! Thank you for creating
> this tool!

Aw, shucks. :)

> 
> One small suggestion, if I may: During the installation, it was not clear
> to me that when it asked for a "path to RT.pm", it meant the directory
> only. I was trying the full path to the file itself. Changing that prompt
> might help avoid install trouble for others. :-)

Let's blame Ruslan. I stole all the installation stuff from his
awesome extension, RTx::Shredder.

> 
> But once installed, it works a treat!

Good to know. Maybe I should bump the version to 1.0. I haven't
got any bug reports in a while.

> 
> Scott
> 
> -- 
> ------------------------------------------------------------------------------
> Scott Courtney         | "I don't mind Microsoft making money. I mind them
> scott at 4th.com          | having a bad operating system."    -- Linus Torvalds
> http://4th.com/        | ("The Rebel Code," NY Times, 21 February 1999)
>                        | PGP Public Key at http://4th.com/keys/scott.pubkey


From maxime.levasseur at b3g-telecom.com  Sat Dec  3 17:14:14 2005
From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur)
Date: Sat, 03 Dec 2005 23:14:14 +0100
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <20051203205643.GD9195@chaka.net>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
	<4391F6D9.8000001@b3g-telecom.com>
	<20051203204424.GC9195@chaka.net>
	<4391FC82.1090705@b3g-telecom.com>
	<20051203205643.GD9195@chaka.net>
Message-ID: <439218B6.4010400@b3g-telecom.com>

Todd Chapman wrote:
> Does RightsMatrix think they have the right before, but not
> after?
> 
> On Sat, Dec 03, 2005 at 09:13:54PM +0100, Maxime Levasseur wrote:
> 
>>>Giving the requestor role the rights they need should fix that.
>>>
>>
>>This is my point Todd : )
>>
>>Requestor role rights level is ok from my point of view : See Queue + 
>>Show ticket + Reply to ticket are granted .. and the ticket is saw by 
>>the requestor except when is owned by anybody else
>>
>>i' m lost :(
> 
>

I'm a little bit less lost now but my problem isn't solved.
My problem is here, i have this ACL for my queue :

A- System Groups / Privileged : Create ticket - Reply to ticket - See queue
B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket
C- User Defined groups / Customers ==> See Queue - Create tickets.

Problem is rule C. If I add the 'Show Ticket' permission, customer A 
will see tickets from cust B, cust C ... and if i don't cust A won't see 
its own tickets anymore  (when they are owned by someone else ... a 
technical staff member for example )


If someone here use a single queue for several users without any privacy 
problem,  please give me the acl's : )

max.




From matthew at sorbs.net  Sat Dec  3 17:24:40 2005
From: matthew at sorbs.net (Matthew Sullivan)
Date: Sun, 04 Dec 2005 09:24:40 +1100
Subject: [rt-users] RTFM 2.2.0RC1
In-Reply-To: <20051202234217.GN18155@bestpractical.com>
References: <20051202234217.GN18155@bestpractical.com>
Message-ID: <43921B28.4080907@sorbs.net>

Jesse Vincent wrote:

>I'm pleased to announce the first release candidate of RTFM 2.2.0.
>
>2.2.0 is a significant overhaul to RTFM that cuts out about 50% of the
>application's code and adds new features, increased stability and more
>flexibility.  (Basically, we took out all the bits where RT and RTFM did
>similar things and made RTFM just use RT's bits.)
>
>You likely need RT 3.4.3 or newer to make use of RTFM 2.2.
>
>Please download this version from
>
>http://download.bestpractical.com/pub/rt/devel/RTFM-2.2.0RC1.tar.gz
>(http://download.bestpractical.com/pub/rt/devel/RTFM-2.2.0RC1.tar.gz.sig)
>
>and tell us how it goes.
>
>I'm hoping for a 2.2.0 release sometime before Christmas.
>  
>

Typical, just after I installed 2.0.4 :-/

Anyhow something you might want to consider....

'make' seems to install half the necessary, whereas 'make install' (as 
documented) seems to install the rest.  Might be worth noting in the 
doco that 'make' will install a non working version.

Also the RTFM installation really had provlems - lots of 'Unable to load 
errors X from DBIx::Searchbuilder....' errors... upgrading all the perl 
modules fixed it and now it works fine...

/ Mat


From todd at chaka.net  Sat Dec  3 18:18:18 2005
From: todd at chaka.net (Todd Chapman)
Date: Sat, 3 Dec 2005 18:18:18 -0500
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <439218B6.4010400@b3g-telecom.com>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
	<4391F6D9.8000001@b3g-telecom.com>
	<20051203204424.GC9195@chaka.net>
	<4391FC82.1090705@b3g-telecom.com>
	<20051203205643.GD9195@chaka.net>
	<439218B6.4010400@b3g-telecom.com>
Message-ID: <20051203231818.GF9195@chaka.net>

On Sat, Dec 03, 2005 at 11:14:14PM +0100, Maxime Levasseur wrote:
> Todd Chapman wrote:
> >Does RightsMatrix think they have the right before, but not
> >after?
> >
> >On Sat, Dec 03, 2005 at 09:13:54PM +0100, Maxime Levasseur wrote:
> >
> >>>Giving the requestor role the rights they need should fix that.
> >>>
> >>
> >>This is my point Todd : )
> >>
> >>Requestor role rights level is ok from my point of view : See Queue + 
> >>Show ticket + Reply to ticket are granted .. and the ticket is saw by 
> >>the requestor except when is owned by anybody else
> >>
> >>i' m lost :(
> >
> >
> 
> I'm a little bit less lost now but my problem isn't solved.
> My problem is here, i have this ACL for my queue :
> 
> A- System Groups / Privileged : Create ticket - Reply to ticket - See queue
> B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket
> C- User Defined groups / Customers ==> See Queue - Create tickets.
> 
> Problem is rule C. If I add the 'Show Ticket' permission, customer A 
> will see tickets from cust B, cust C ... and if i don't cust A won't see 
> its own tickets anymore  (when they are owned by someone else ... a 
> technical staff member for example )

Configuration->Queues->PickYourCustomerQueue->Group Rights->
Roles->Requestor->SeeTicket

> 
> 
> If someone here use a single queue for several users without any privacy 
> problem,  please give me the acl's : )
> 
> max.
> 


From jesse at bestpractical.com  Sat Dec  3 18:52:02 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 3 Dec 2005 18:52:02 -0500
Subject: [rt-users] RTFM 2.2.0RC1
In-Reply-To: <43921B28.4080907@sorbs.net>
References: <20051202234217.GN18155@bestpractical.com>
	<43921B28.4080907@sorbs.net>
Message-ID: <20051203235202.GT18155@bestpractical.com>


> 'make' seems to install half the necessary, whereas 'make install' (as 
> documented) seems to install the rest.  Might be worth noting in the 
> doco that 'make' will install a non working version.

Where did we suggest you type "make" and what files did "make" install?
The docs tell you to

	perl Makefile.PL
	make install
	make initdb



> Also the RTFM installation really had provlems - lots of 'Unable to load 
> errors X from DBIx::Searchbuilder....' errors... upgrading all the perl 
> modules fixed it and now it works fine...

Do you have a log of them? That would really help in tracking this down.

> 
> / Mat
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 

-- 


From jesse at bestpractical.com  Sat Dec  3 19:00:09 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 3 Dec 2005 19:00:09 -0500
Subject: [rt-users] rt 3.4.4 - too slow in some situations
In-Reply-To: <43918B3A.8050801@ambra.ro>
References: <43918B3A.8050801@ambra.ro>
Message-ID: <20051204000009.GU18155@bestpractical.com>




On Sat, Dec 03, 2005 at 02:10:34PM +0200, Victor wrote:
> By example it takes 35 secons to display the tickets->New query page.
> 
> I have a big database in Pg 8.1.
> I also tried with diffrent versions of mysql, but the best result was 
> with postgres.
> I have a very good computer(2Gb ram, CPU 2x20Gh each multithread, 512kb 
> cache).
> 
> When I try to load the page tickets->New, apache process ocupies 100% of 
> one processor for about 35 sec.

What do postgres' logs say about what's taking time?

Jesse


From ruslan.zakirov at gmail.com  Sat Dec  3 19:03:35 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 4 Dec 2005 03:03:35 +0300
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <439218B6.4010400@b3g-telecom.com>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net> <4391F6D9.8000001@b3g-telecom.com>
	<20051203204424.GC9195@chaka.net> <4391FC82.1090705@b3g-telecom.com>
	<20051203205643.GD9195@chaka.net> <439218B6.4010400@b3g-telecom.com>
Message-ID: <589c94400512031603i360b94b1i603abffff3898f2a@mail.gmail.com>

On 12/4/05, Maxime Levasseur <maxime.levasseur at b3g-telecom.com> wrote:
> Todd Chapman wrote:
> > Does RightsMatrix think they have the right before, but not
> > after?
> >
> > On Sat, Dec 03, 2005 at 09:13:54PM +0100, Maxime Levasseur wrote:
> >
> >>>Giving the requestor role the rights they need should fix that.
> >>>
> >>
> >>This is my point Todd : )
> >>
> >>Requestor role rights level is ok from my point of view : See Queue +
> >>Show ticket + Reply to ticket are granted .. and the ticket is saw by
> >>the requestor except when is owned by anybody else
> >>
> >>i' m lost :(
> >
> >
>
> I'm a little bit less lost now but my problem isn't solved.
> My problem is here, i have this ACL for my queue :
>
> A- System Groups / Privileged : Create ticket - Reply to ticket - See queue
> B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket
> C- User Defined groups / Customers ==> See Queue - Create tickets.
>
> Problem is rule C. If I add the 'Show Ticket' permission, customer A
> will see tickets from cust B, cust C ... and if i don't cust A won't see
> its own tickets anymore  (when they are owned by someone else ... a
> technical staff member for example )
>
>
> If someone here use a single queue for several users without any privacy
> problem,  please give me the acl's : )
I've checked this and it works, at least user could find his tickets.
May be you mean that "Quick search" list of queues is empty?

>
> max.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From maxime.levasseur at b3g-telecom.com  Sun Dec  4 04:22:50 2005
From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur)
Date: Sun, 04 Dec 2005 10:22:50 +0100
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <589c94400512031603i360b94b1i603abffff3898f2a@mail.gmail.com>
References: <4391DDE8.6030307@b3g-telecom.com>	
	<20051203192659.GB9195@chaka.net>
	<4391F6D9.8000001@b3g-telecom.com>	
	<20051203204424.GC9195@chaka.net>
	<4391FC82.1090705@b3g-telecom.com>	
	<20051203205643.GD9195@chaka.net>
	<439218B6.4010400@b3g-telecom.com>
	<589c94400512031603i360b94b1i603abffff3898f2a@mail.gmail.com>
Message-ID: <4392B56A.20200@b3g-telecom.com>

>>>
>>I'm a little bit less lost now but my problem isn't solved.
>>My problem is here, i have this ACL for my queue :
>>
>>A- System Groups / Privileged : Create ticket - Reply to ticket - See queue
>>B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket
>>C- User Defined groups / Customers ==> See Queue - Create tickets.
>>
>>Problem is rule C. If I add the 'Show Ticket' permission, customer A
>>will see tickets from cust B, cust C ... and if i don't cust A won't see
>>its own tickets anymore  (when they are owned by someone else ... a
>>technical staff member for example )
>>
>>
>>If someone here use a single queue for several users without any privacy
>>problem,  please give me the acl's : )
> 
> I've checked this and it works, at least user could find his tickets.
> May be you mean that "Quick search" list of queues is empty?
> 
> 

Thanks for your time Ruslan, Todd

You're absolutely right : user can find his tickets, and only his 
tickets will appear ... AND 'Quick search' list of queues is empty ? How 
to explain it ( the requestor is allowed to 'See queue' ) ? How can i 
change it to make my user happy by viewing his tickets in the Quick 
Search list ?

Thanks again.




From todd at chaka.net  Sun Dec  4 08:47:52 2005
From: todd at chaka.net (Todd Chapman)
Date: Sun, 4 Dec 2005 08:47:52 -0500
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <4392B56A.20200@b3g-telecom.com>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
	<4391F6D9.8000001@b3g-telecom.com>
	<20051203204424.GC9195@chaka.net>
	<4391FC82.1090705@b3g-telecom.com>
	<20051203205643.GD9195@chaka.net>
	<439218B6.4010400@b3g-telecom.com>
	<589c94400512031603i360b94b1i603abffff3898f2a@mail.gmail.com>
	<4392B56A.20200@b3g-telecom.com>
Message-ID: <20051204134751.GG9195@chaka.net>

On Sun, Dec 04, 2005 at 10:22:50AM +0100, Maxime Levasseur wrote:
> >>>
> >>I'm a little bit less lost now but my problem isn't solved.
> >>My problem is here, i have this ACL for my queue :
> >>
> >>A- System Groups / Privileged : Create ticket - Reply to ticket - See 
> >>queue
> >>B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket
> >>C- User Defined groups / Customers ==> See Queue - Create tickets.
> >>
> >>Problem is rule C. If I add the 'Show Ticket' permission, customer A
> >>will see tickets from cust B, cust C ... and if i don't cust A won't see
> >>its own tickets anymore  (when they are owned by someone else ... a
> >>technical staff member for example )
> >>
> >>
> >>If someone here use a single queue for several users without any privacy
> >>problem,  please give me the acl's : )
> >
> >I've checked this and it works, at least user could find his tickets.
> >May be you mean that "Quick search" list of queues is empty?
> >
> >
> 
> Thanks for your time Ruslan, Todd
> 
> You're absolutely right : user can find his tickets, and only his 
> tickets will appear ... AND 'Quick search' list of queues is empty ? How 
> to explain it ( the requestor is allowed to 'See queue' ) ? How can i 
> change it to make my user happy by viewing his tickets in the Quick 
> Search list ?
> 
> Thanks again.
> 

If you give the user SeeQueue, the number shown in Quick Search will
not be the number of his tickets, but all tickets in the queue. But
the user will not be able to see the actual tickets for the other
users. If that is OK, you need to give SeeQueue to each user specifically,
or to Unprivileged users.

-Todd


From todd at chaka.net  Sun Dec  4 08:59:26 2005
From: todd at chaka.net (Todd Chapman)
Date: Sun, 4 Dec 2005 08:59:26 -0500
Subject: [rt-users] RT 3.4.4 , ACLs and privacy
In-Reply-To: <4392B56A.20200@b3g-telecom.com>
References: <4391DDE8.6030307@b3g-telecom.com>
	<20051203192659.GB9195@chaka.net>
	<4391F6D9.8000001@b3g-telecom.com>
	<20051203204424.GC9195@chaka.net>
	<4391FC82.1090705@b3g-telecom.com>
	<20051203205643.GD9195@chaka.net>
	<439218B6.4010400@b3g-telecom.com>
	<589c94400512031603i360b94b1i603abffff3898f2a@mail.gmail.com>
	<4392B56A.20200@b3g-telecom.com>
Message-ID: <20051204135925.GH9195@chaka.net>

On Sun, Dec 04, 2005 at 10:22:50AM +0100, Maxime Levasseur wrote:
> >>>
> >>I'm a little bit less lost now but my problem isn't solved.
> >>My problem is here, i have this ACL for my queue :
> >>
> >>A- System Groups / Privileged : Create ticket - Reply to ticket - See 
> >>queue
> >>B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket
> >>C- User Defined groups / Customers ==> See Queue - Create tickets.
> >>
> >>Problem is rule C. If I add the 'Show Ticket' permission, customer A
> >>will see tickets from cust B, cust C ... and if i don't cust A won't see
> >>its own tickets anymore  (when they are owned by someone else ... a
> >>technical staff member for example )
> >>
> >>
> >>If someone here use a single queue for several users without any privacy
> >>problem,  please give me the acl's : )
> >
> >I've checked this and it works, at least user could find his tickets.
> >May be you mean that "Quick search" list of queues is empty?
> >
> >
> 
> Thanks for your time Ruslan, Todd
> 
> You're absolutely right : user can find his tickets, and only his 
> tickets will appear ... AND 'Quick search' list of queues is empty ? How 
> to explain it ( the requestor is allowed to 'See queue' ) ? How can i 
> change it to make my user happy by viewing his tickets in the Quick 
> Search list ?
> 

Oh, wait. If there are using the Self Service interface then they
don't see Quick Search.


From victor at ambra.ro  Sun Dec  4 13:30:55 2005
From: victor at ambra.ro (Victor)
Date: Sun, 04 Dec 2005 20:30:55 +0200
Subject: [rt-users] statistics module
Message-ID: <439335DF.4030807@ambra.ro>

I installed the statistics module.
It works fine, but after I installed it the Tickets serach stopped working.

When I tried to search something it complains that the 
Search/Listing.html file is missing.
In the Tabs file from Statistics module it should write Build.html 
instead of Listing.html at line 47.
I replaced the line and is working.
I hope I haven't broken some functionality.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051204/ac7f81ad/attachment.htm>

From tob at brummix.de  Sun Dec  4 13:38:00 2005
From: tob at brummix.de (Torsten Brumm)
Date: Sun, 04 Dec 2005 19:38:00 +0100
Subject: [rt-users] statistics module
In-Reply-To: <439335DF.4030807@ambra.ro>
References: <439335DF.4030807@ambra.ro>
Message-ID: <43933788.2040503@brummix.de>

Hi Victor,

there is a "bug" in the Tabs File from the Statistics Package, the 
correct link is not Listing.html it must be Build.html.

Have a look onto the Files of the Package..

Torsten

Victor schrieb:

> I installed the statistics module.
> It works fine, but after I installed it the Tickets serach stopped 
> working.
>
> When I tried to search something it complains that the 
> Search/Listing.html file is missing.
> In the Tabs file from Statistics module it should write Build.html 
> instead of Listing.html at line 47.
> I replaced the line and is working.
> I hope I haven't broken some functionality.
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>



From tob at brummix.de  Sun Dec  4 13:48:44 2005
From: tob at brummix.de (Torsten Brumm)
Date: Sun, 04 Dec 2005 19:48:44 +0100
Subject: [rt-users] Webrt.css Question
In-Reply-To: <589c94400511300520p509c6e4o6b9439bfbb847bb6@mail.gmail.com>
References: <1132918543.2366.62.camel@mariusz>	<00b701c5f1bc$430c4370$61fd3f0a@dew04041>
	<589c94400511300520p509c6e4o6b9439bfbb847bb6@mail.gmail.com>
Message-ID: <43933A0C.7080707@brummix.de>

Ruslan Zakirov schrieb:

>On 11/25/05, Torsten Brumm <torsten.brumm at kuehne-nagel.com> wrote:
>  
>
>>Hi RT Users,
>>
>>i'm just playing around with the WebRT Css File, so far so good, but there
>>are two things i can't change at this moment.
>>
>>1. at the RT Header (the Preferences and Logout Links) i'm not able to
>>change the Color, i need a dark blue haeder, and black dosn't look good ;-)
>>
>>    
>>
Yes, the links within the header files are really not covered by the css 
file, a workaround is to put explicit html code into the links of Header 
File:

%if ($session{'CurrentUser'}->HasRight( Right => 'ModifySelf', Object => 
$RT::System )) {
<font color="#FFFFFF"><A style="color:#FFFFFF" HREF="<%$RT::WebPath%><% 
$Prefs %>" ><&|/l&>Preferences</&></A></font>
% }
<& /Elements/Callback, %ARGS &>
% unless ($RT::WebExternalAuth and !$RT::WebFallbackToInternalAuth) {
| <A style="color:#FFFFFF" 
HREF="<%$RT::WebPath%>/NoAuth/Logout.html<%$URL ? "?URL=".$URL : 
''%>"><&|/l&>Logout</&></a>
% }

>>2. The "RT at a Glance" right hand from the Main Menu seams also not covered
>>by the Css File, i can't find a value to change this from white to a
>>different color.
>>    
>>
Sorry, found that, its within the webrt.css...my fault...i shouldn't do 
this at night tiimes :-(

>>Any Ideas or sugestions?
>>    
>>
>Look into 3.5, and if there is still problems send bug report or
>better send patch :)
>  
>
No, within 3.5 it is working but i can't migrate at this moment!!! But 
the 3.5 Css definitions are much more better.....

Thanks

>  
>
>>Thanks
>>
>>Torsten
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>  
>



From tob at brummix.de  Sun Dec  4 13:59:45 2005
From: tob at brummix.de (Torsten Brumm)
Date: Sun, 04 Dec 2005 19:59:45 +0100
Subject: [rt-users] $ParseMessageForTicketCcs for correspondence?
In-Reply-To: <20051129081919.GC18061@bestpractical.com>
References: <e9e22eac0511282333r53d4b5a1g23bf046cf91cfe34@mail.gmail.com>
	<20051129081919.GC18061@bestpractical.com>
Message-ID: <43933CA1.80608@brummix.de>

Hi Guys,

>>It appears that $ParseNewMessageForTicketCcs is for new tickets only,
>>not for ongoing ticket email based correspondence.  I've looked in the
>>FAQ and archived messages, but I haven't been able to find a clear,
>>safe, way of adding non-duplicate CC's to a ticket for email
>>correspondence in a similar manner as $ParseNewMessageForTicketCcs.
>>
>>Hints anyone?
>>    
>>
>
>One. Be very, very careful. This would mean that anyone could add
>themselves as a cc to all of your tickets, just by "spamming" you.
>
>  
>
If i understand the statement correctly:

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying
# "RTAddressRegexp" below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);

Then the RT will add each Mail Address from To and Cc Line, so you have 
to check the next option:

# RTAddressRegexp is used to make sure RT doesn't add itself as a ticket 
CC if
# the setting above is enabled.

Set($RTAddressRegexp , '^rt\@messenger.int.kn$');

But, how can i make sure, that the system don't add itself ?!? The 
Regexp can do a lot, but you have to use mail addys where you can 
"filter" for. But what if you have Mail Addresses like:

support at company.com
rt at company.com
helpdesk at company.com
???

How will you create the regexp for this?

@Jesse: is it possible to add all the RT System Mailaccounts separated 
by comma??? This could work, but better would be a check to the DB's 
Correspond and CommentAddress?!?

Any hints?? So far i know, this worked good at the old RT2.....?!?

Torsten

>  
>
>>Sorry if I've missed anything obvious.
>>
>>Thanks!
>>--
>>-Tim
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>
>>    
>>
>
>  
>



From jesse at bestpractical.com  Sun Dec  4 14:07:23 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 4 Dec 2005 14:07:23 -0500
Subject: [rt-users] rt 3.4.4 - too slow in some situations
In-Reply-To: <439333F0.3010603@ambra.ro>
References: <43918B3A.8050801@ambra.ro>
	<20051204000009.GU18155@bestpractical.com>
	<439333F0.3010603@ambra.ro>
Message-ID: <20051204190722.GZ18155@bestpractical.com>




On Sun, Dec 04, 2005 at 08:22:40PM +0200, Victor wrote:
> It seems the postgresql was the bottlenec.
> Even if it doesn't takes to mutch from the processor, the cost is to high.
> Cost is the time spend accesing the hdd.

Please try out RT 3.4.5rc2 to see if it fixes this for you.

> This is where it stays too much:
> EXPLAIN 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.Type = ACL_2.PrincipalType) )  AND (ACL_2.ObjectType = 
> 'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue') )    ORDER BY 
> main.Name ASC;
> 
> And the total cost is:
> Unique  (cost=5057.11..5057.20 rows=1 width=1135)
> 
> I remaind at the solution with the text instead of the select box for 
> the "value of actor".
> Even if this select would work better, mozilla takes o lot to print this 
> page because is big.

That sounds like you've mistakenly granted "Everybody" the right to
"OwnTicket".

> Jesse Vincent wrote:
> 
> >
> >On Sat, Dec 03, 2005 at 02:10:34PM +0200, Victor wrote:
> > 
> >
> >>By example it takes 35 secons to display the tickets->New query page.
> >>
> >>I have a big database in Pg 8.1.
> >>I also tried with diffrent versions of mysql, but the best result was 
> >>with postgres.
> >>I have a very good computer(2Gb ram, CPU 2x20Gh each multithread, 512kb 
> >>cache).
> >>
> >>When I try to load the page tickets->New, apache process ocupies 100% of 
> >>one processor for about 35 sec.
> >>   
> >>
> >
> >What do postgres' logs say about what's taking time?
> >
> >Jesse
> >
> > 
> >
> 

-- 


From tob at brummix.de  Sun Dec  4 14:18:04 2005
From: tob at brummix.de (Torsten Brumm)
Date: Sun, 04 Dec 2005 20:18:04 +0100
Subject: [rt-users] Approval Question
In-Reply-To: <20051204190722.GZ18155@bestpractical.com>
References: <43918B3A.8050801@ambra.ro>	<20051204000009.GU18155@bestpractical.com>	<439333F0.3010603@ambra.ro>
	<20051204190722.GZ18155@bestpractical.com>
Message-ID: <439340EC.1010209@brummix.de>

Hi RT Users,

a small Question for Approvals.

I have set up a approval Process successfully, but i'm not happy with 
the responses back to the Requestor. It looks like the information back 
to the Requestor (Approved or Rejected) are coming from a Template/Scrip 
Action from the ___Approval Set...but i can't find where i can change this.

The Problem.

If a Approval Request is denied, the requestor gets a Mails like:

Subject: Ticket Rejected: Change Request 18:23

Greetings,

Your ticket has been rejected by username


So far so good. but if a Approval is accepted, the Requestor gets the following Mail back:


Subject: Ticket Rejected: Sunday Change Request 

Greetings,

Your ticket has been approved by torsten.brumm.

--

This is confusing for the Users and i can't find where to change this...

Any Hints?!?

Thanks
Other approvals may be pending.




From todd at chaka.net  Sun Dec  4 15:33:50 2005
From: todd at chaka.net (Todd Chapman)
Date: Sun, 4 Dec 2005 15:33:50 -0500
Subject: [rt-users] Approval Question
In-Reply-To: <439340EC.1010209@brummix.de>
References: <43918B3A.8050801@ambra.ro>
	<20051204000009.GU18155@bestpractical.com>
	<439333F0.3010603@ambra.ro>
	<20051204190722.GZ18155@bestpractical.com>
	<439340EC.1010209@brummix.de>
Message-ID: <20051204203350.GI9195@chaka.net>

Configuration->Queues->__Approvals->Templates

On Sun, Dec 04, 2005 at 08:18:04PM +0100, Torsten Brumm wrote:
> Hi RT Users,
> 
> a small Question for Approvals.
> 
> I have set up a approval Process successfully, but i'm not happy with 
> the responses back to the Requestor. It looks like the information back 
> to the Requestor (Approved or Rejected) are coming from a Template/Scrip 
> Action from the ___Approval Set...but i can't find where i can change this.
> 
> The Problem.
> 
> If a Approval Request is denied, the requestor gets a Mails like:
> 
> Subject: Ticket Rejected: Change Request 18:23
> 
> Greetings,
> 
> Your ticket has been rejected by username
> 
> 
> So far so good. but if a Approval is accepted, the Requestor gets the 
> following Mail back:
> 
> 
> Subject: Ticket Rejected: Sunday Change Request 
> 
> Greetings,
> 
> Your ticket has been approved by torsten.brumm.
> 
> --
> 
> This is confusing for the Users and i can't find where to change this...
> 
> Any Hints?!?
> 
> Thanks
> Other approvals may be pending.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html


From tob at brummix.de  Sun Dec  4 14:58:43 2005
From: tob at brummix.de (Torsten Brumm)
Date: Sun, 04 Dec 2005 20:58:43 +0100
Subject: [rt-users] Approval Question
In-Reply-To: <20051204203350.GI9195@chaka.net>
References: <43918B3A.8050801@ambra.ro>
	<20051204000009.GU18155@bestpractical.com>
	<439333F0.3010603@ambra.ro>
	<20051204190722.GZ18155@bestpractical.com>
	<439340EC.1010209@brummix.de> <20051204203350.GI9195@chaka.net>
Message-ID: <43934A73.50401@brummix.de>

Arrrrrrrrrrghhhhhh...thanks...... :-)

Todd Chapman schrieb:

>Configuration->Queues->__Approvals->Templates
>
>On Sun, Dec 04, 2005 at 08:18:04PM +0100, Torsten Brumm wrote:
>  
>
>>Hi RT Users,
>>
>>a small Question for Approvals.
>>
>>I have set up a approval Process successfully, but i'm not happy with 
>>the responses back to the Requestor. It looks like the information back 
>>to the Requestor (Approved or Rejected) are coming from a Template/Scrip 
>>Action from the ___Approval Set...but i can't find where i can change this.
>>
>>The Problem.
>>
>>If a Approval Request is denied, the requestor gets a Mails like:
>>
>>Subject: Ticket Rejected: Change Request 18:23
>>
>>Greetings,
>>
>>Your ticket has been rejected by username
>>
>>
>>So far so good. but if a Approval is accepted, the Requestor gets the 
>>following Mail back:
>>
>>
>>Subject: Ticket Rejected: Sunday Change Request 
>>
>>Greetings,
>>
>>Your ticket has been approved by torsten.brumm.
>>
>>--
>>
>>This is confusing for the Users and i can't find where to change this...
>>
>>Any Hints?!?
>>
>>Thanks
>>Other approvals may be pending.
>>
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at 
>>http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at 
>>http://bestpractical.com/services/training.html
>>    
>>




From ruslan.zakirov at gmail.com  Sun Dec  4 15:22:33 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 4 Dec 2005 23:22:33 +0300
Subject: [rt-users] $ParseMessageForTicketCcs for correspondence?
In-Reply-To: <43933CA1.80608@brummix.de>
References: <e9e22eac0511282333r53d4b5a1g23bf046cf91cfe34@mail.gmail.com>
	<20051129081919.GC18061@bestpractical.com> <43933CA1.80608@brummix.de>
Message-ID: <589c94400512041222r6b82d56le4a9d9553e1eb808@mail.gmail.com>

On 12/4/05, Torsten Brumm <tob at brummix.de> wrote:
> Hi Guys,
>
> >>It appears that $ParseNewMessageForTicketCcs is for new tickets only,
> >>not for ongoing ticket email based correspondence.  I've looked in the
> >>FAQ and archived messages, but I haven't been able to find a clear,
> >>safe, way of adding non-duplicate CC's to a ticket for email
> >>correspondence in a similar manner as $ParseNewMessageForTicketCcs.
> >>
> >>Hints anyone?
> >>
> >>
> >
> >One. Be very, very careful. This would mean that anyone could add
> >themselves as a cc to all of your tickets, just by "spamming" you.
> >
> >
> >
> If i understand the statement correctly:
>
> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying
> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>
> Set($ParseNewMessageForTicketCcs , 1);
>
> Then the RT will add each Mail Address from To and Cc Line, so you have
> to check the next option:
>
> # RTAddressRegexp is used to make sure RT doesn't add itself as a ticket
> CC if
> # the setting above is enabled.
>
> Set($RTAddressRegexp , '^rt\@messenger.int.kn$');
>
> But, how can i make sure, that the system don't add itself ?!? The
> Regexp can do a lot, but you have to use mail addys where you can
> "filter" for. But what if you have Mail Addresses like:
>
> support at company.com
> rt at company.com
> helpdesk at company.com
> ???
qr/^(?:rt|support|helpdesk)(?:-comment)?\@company.com$/
This would mark next list of the addresses as RT's:
* support at company.com
* support-comment at company.com
* rt at company.com
* rt-comment at company.com
* helpdesk at company.com
* helpdesk-comment at company.com


>
> How will you create the regexp for this?
>
> @Jesse: is it possible to add all the RT System Mailaccounts separated
> by comma??? This could work, but better would be a check to the DB's
> Correspond and CommentAddress?!?
>
> Any hints?? So far i know, this worked good at the old RT2.....?!?
>
> Torsten
>
> >
> >
> >>Sorry if I've missed anything obvious.
> >>
> >>Thanks!
> >>--
> >>-Tim
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>
> >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >>
> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >>San Francisco - Find out more at http://bestpractical.com/services/training.html
> >>
> >>
> >>
> >
> >
> >
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Sun Dec  4 15:25:06 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 4 Dec 2005 23:25:06 +0300
Subject: [rt-users] $ParseMessageForTicketCcs for correspondence?
In-Reply-To: <589c94400512041222r6b82d56le4a9d9553e1eb808@mail.gmail.com>
References: <e9e22eac0511282333r53d4b5a1g23bf046cf91cfe34@mail.gmail.com>
	<20051129081919.GC18061@bestpractical.com> <43933CA1.80608@brummix.de>
	<589c94400512041222r6b82d56le4a9d9553e1eb808@mail.gmail.com>
Message-ID: <589c94400512041225r66085290gc1c5747c2533a9a2@mail.gmail.com>

On 12/4/05, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> On 12/4/05, Torsten Brumm <tob at brummix.de> wrote:
> > Hi Guys,
> >
> > >>It appears that $ParseNewMessageForTicketCcs is for new tickets only,
> > >>not for ongoing ticket email based correspondence.  I've looked in the
> > >>FAQ and archived messages, but I haven't been able to find a clear,
> > >>safe, way of adding non-duplicate CC's to a ticket for email
> > >>correspondence in a similar manner as $ParseNewMessageForTicketCcs.
> > >>
> > >>Hints anyone?
> > >>
> > >>
> > >
> > >One. Be very, very careful. This would mean that anyone could add
> > >themselves as a cc to all of your tickets, just by "spamming" you.
> > >
> > >
> > >
> > If i understand the statement correctly:
> >
> > # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> > # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> > # Be forewarned that if you have _any_ addresses which forward mail to
> > # RT automatically and you enable this option without modifying
> > # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
> >
> > Set($ParseNewMessageForTicketCcs , 1);
> >
> > Then the RT will add each Mail Address from To and Cc Line, so you have
> > to check the next option:
> >
> > # RTAddressRegexp is used to make sure RT doesn't add itself as a ticket
> > CC if
> > # the setting above is enabled.
> >
> > Set($RTAddressRegexp , '^rt\@messenger.int.kn$');
> >
> > But, how can i make sure, that the system don't add itself ?!? The
> > Regexp can do a lot, but you have to use mail addys where you can
> > "filter" for. But what if you have Mail Addresses like:
> >
> > support at company.com
> > rt at company.com
> > helpdesk at company.com
> > ???
> qr/^(?:rt|support|helpdesk)(?:-comment)?\@company.com$/
oh, require escaped dot                                            ^^^^ here

and see also http://wiki.bestpractical.com/index.cgi?RTAddressRegexp

> This would mark next list of the addresses as RT's:
> * support at company.com
> * support-comment at company.com
> * rt at company.com
> * rt-comment at company.com
> * helpdesk at company.com
> * helpdesk-comment at company.com
>
>
> >
> > How will you create the regexp for this?
> >
> > @Jesse: is it possible to add all the RT System Mailaccounts separated
> > by comma??? This could work, but better would be a check to the DB's
> > Correspond and CommentAddress?!?
> >
> > Any hints?? So far i know, this worked good at the old RT2.....?!?
> >
> > Torsten
> >
> > >
> > >
> > >>Sorry if I've missed anything obvious.
> > >>
> > >>Thanks!
> > >>--
> > >>-Tim
> > >>_______________________________________________
> > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >>
> > >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > >>
> > >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> > >>
> > >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > >>San Francisco - Find out more at http://bestpractical.com/services/training.html
> > >>
> > >>
> > >>
> > >
> > >
> > >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at http://bestpractical.com/services/training.html
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.


From moflo1 at hotmail.com  Sun Dec  4 20:02:46 2005
From: moflo1 at hotmail.com (MOFLO -)
Date: Sun, 04 Dec 2005 17:02:46 -0800
Subject: [rt-users] SendEmail.pm line 256 error - permission denied
In-Reply-To: <BAY108-F3218ED59A9D9624F854F7B994F0@phx.gbl>
Message-ID: <BAY108-F1136074E27B8560895A8EE99410@phx.gbl>

Figured it out.

lrwxrwxrwx  1 root root      21 Nov 18 11:01 /usr/sbin/sendmail -> 
/etc/alternatives/mta
lrwxrwxrwx  1 root root 27 Nov 30 17:12 /etc/alternatives/mta -> 
/usr/sbin/sendmail.sendmail
-rwxr-sr-x  1 root smmsp 774264 May  6  2005 /usr/sbin/sendmail.sendmail


My RT_SiteConfig.pm was set for /usr/sbin/sendmail.
I changed it to /usr/sbin/sendmail.sendmail and outgoing mail works fine 
now. ;-)

Thanks.


>From: "MOFLO -" <moflo1 at hotmail.com>
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] SendEmail.pm line 256 error - permission denied
>Date: Sat, 03 Dec 2005 00:43:24 -0800
>
>Hi all,
>
>New install of webrt 3.4.4 from rpm package. All works fine except for 
>sending email from webrt back to ticket requestors.
>
>We are running:
>Linux 2.6.14-1.1637_FC4smp
>webrt 3.4.4
>sendmail-8.13.4-2
>perl 5.8.6
>DBIx::SearchBuilder v1.27
>Apache/2.0.54
>ModPerl::Const v2.000001
>mysql  4.1.14
>
>
>>From rt.log
>[Fri Dec  2 06:08:36 2005] [info]: 
><rt-3.4.4-2419-1133503716-1449.13-3-0 at cranite.com> #13/138 - Scrip 3  
>(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:237)
>[Fri Dec  2 06:08:36 2005] [crit]: 
><rt-3.4.4-2419-1133503716-1449.13-3-0 at cranite.com>Could not send mail. 
>-Permission denied at 
>/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm line 256.
>
>Stack:
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:256]
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:102]
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/ScripAction_Overlay.pm:241]
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Scrip_Overlay.pm:507]
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Scrips_Overlay.pm:192]
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Transaction_Overlay.pm:170]
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Record.pm:1431]
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Ticket_Overlay.pm:720]
>  [/usr/lib/perl5/vendor_perl/5.8.6/RT/Interface/Email.pm:751]
>  [/var/www/rt3/REST/1.0/NoAuth/mail-gateway:58]
>(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:261)
>[Fri Dec  2 06:08:36 2005] [info]: 
><rt-3.4.4-2419-1133503716-1449.13-3-0 at cranite.com> sent To: 
>moflo1 at hotmail.com Cc:  Bcc:  
>(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:297)
>[Fri Dec  2 06:08:36 2005] [info]: 
><rt-3.4.4-2419-1133503716-20.13-4-0 at cranite.com> #13/138 - Scrip 4  
>(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:237)
>[Fri Dec  2 06:08:36 2005] [info]: 
><rt-3.4.4-2419-1133503716-20.13-4-0 at cranite.com> No recipients found. Not 
>sending.
>(/usr/lib/perl5/vendor_perl/5.8.6/RT/Action/SendEmail.pm:249)
>[Fri Dec  2 06:08:36 2005] [info]: Ticket 13 created in queue 'General' by 
>moflo1 at hotmail.com 
>(/usr/lib/perl5/vendor_perl/5.8.6/RT/Ticket_Overlay.pm:730)
>
>
>Line 256 of SendEmail.pm simply calls sendmail with arguments. See below.
>
>    254     if ( $RT::MailCommand eq 'sendmailpipe' ) {
>    255         eval {
>    256             open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" 
>) || die $!;
>    257             print MAIL $MIMEObj->as_string;
>    258             close(MAIL);
>    259         };
>    260         if ($@) {
>    261             $RT::Logger->crit( $msgid . "Could not send mail. -" . 
>$@ );
>    262         }
>
>>From the RT_SiteConfig.pm
>
># Note that you should remove the '-t' from $SendmailArguments
># if you use 'sendmail' rather than 'sendmailpipe'
>Set($MailCommand , 'sendmailpipe');
># $SendmailArguments defines what flags to pass to $Sendmail
># assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand 
>above.
># If you picked 'sendmailpipe', you MUST add a -t flag to 
>$SendmailArguments
># These options are good for most sendmail wrappers and workalikes
>#Set($SendmailArguments , "-oi -t");
># These arguments are good for sendmail brand sendmail 8 and newer
>Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
># If you selected 'sendmailpipe' above, you MUST specify the path
># to your sendmail binary in $SendmailPath.
># !! If you did not # select 'sendmailpipe' above, this has no effect!!
>Set($SendmailPath , "/usr/sbin/sendmail");
>
>Permission on Action .pm files
>
>-rw-r--r--  1 root root  3556 Jun  1  2005 AutoOpen.pm
>-rw-r--r--  1 root root  3802 Feb  1  2005 Autoreply.pm
>-rw-r--r--  1 root root 39981 May  9  2005 CreateTickets.pm
>-rw-r--r--  1 root root  4998 Jun  7 14:56 EscalatePriority.pm
>-rw-r--r--  1 root root  5267 Jul 12 09:22 Generic.pm
>-rw-r--r--  1 root root  2634 Feb  1  2005 NotifyAsComment.pm
>-rw-r--r--  1 root root  5395 Jun 16 09:39 Notify.pm
>-rw-r--r--  1 root root  3749 Feb  1  2005 RecordComment.pm
>-rw-r--r--  1 root root  3805 Feb  1  2005 RecordCorrespondence.pm
>-rw-r--r--  1 root root  3382 Feb  1  2005 ResolveMembers.pm
>-rw-r--r--  1 root root 25110 Jul 12 09:22 SendEmail.pm
>-rw-r--r--  1 root root  2655 Feb  1  2005 SetPriority.pm
>-rw-r--r--  1 root root  2906 Feb  1  2005 UserDefined.pm
>
>
>I tried setting SendEmail.pm with -rwx-r-xr-x  apache apache but it made no 
>difference.  All other actions work perfectly with above permissions.
>
>
>Thanks for any insight in advance.
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at 
>http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at 
>http://bestpractical.com/services/training.html




From Richard.Ellis at sun.com  Mon Dec  5 04:10:05 2005
From: Richard.Ellis at sun.com (Richard Ellis)
Date: Mon, 05 Dec 2005 09:10:05 +0000
Subject: [rt-users] Re: statistics module
In-Reply-To: <20051204202305.D724F4D81D3@diesel.bestpractical.com>
References: <20051204202305.D724F4D81D3@diesel.bestpractical.com>
Message-ID: <1133773805.29525.4.camel@sr1-egmp-15>

> Message: 1
> Date: Sun, 04 Dec 2005 20:30:55 +0200
> From: Victor <victor at ambra.ro>
> Subject: [rt-users] statistics module
> To: rt-users at lists.bestpractical.com
> Message-ID: <439335DF.4030807 at ambra.ro>
> Content-Type: text/plain; charset="iso-8859-1"
> 
> I installed the statistics module.
> It works fine, but after I installed it the Tickets serach stopped working.
> 
> When I tried to search something it complains that the 
> Search/Listing.html file is missing.
> In the Tabs file from Statistics module it should write Build.html 
> instead of Listing.html at line 47.
> I replaced the line and is working.
> I hope I haven't broken some functionality.
> 
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20051204/ac7f81ad/attachment-0001.htm
> 
> ------------------------------
> 
> Message: 2
> Date: Sun, 04 Dec 2005 19:38:00 +0100
> From: Torsten Brumm <tob at brummix.de>
> Subject: Re: [rt-users] statistics module
> To: Victor <victor at ambra.ro>
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <43933788.2040503 at brummix.de>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
> 
> Hi Victor,
> 
> there is a "bug" in the Tabs File from the Statistics Package, the 
> correct link is not Listing.html it must be Build.html.
> 
> Have a look onto the Files of the Package..
> 
> Torsten
> 
> Victor schrieb:
> 
> > I installed the statistics module.
> > It works fine, but after I installed it the Tickets serach stopped 
> > working.
> >
> > When I tried to search something it complains that the 
> > Search/Listing.html file is missing.
> > In the Tabs file from Statistics module it should write Build.html 
> > instead of Listing.html at line 47.
> > I replaced the line and is working.
> > I hope I haven't broken some functionality.
> >
> >------------------------------------------------------------------------
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >
> >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >San Francisco - Find out more at http://bestpractical.com/services/training.html
> >

A new version of the statistics module is nearing completion of testing
and may even appear later this week. This will address most of the known
problems, a few of the Wish list items, include some additional
useability tweaks and be funkier, prettier and all round nicer :)





From tob at brummix.de  Mon Dec  5 05:18:18 2005
From: tob at brummix.de (Torsten Brumm)
Date: Mon, 05 Dec 2005 11:18:18 +0100
Subject: [rt-users] Re: statistics module
In-Reply-To: <1133773805.29525.4.camel@sr1-egmp-15>
References: <20051204202305.D724F4D81D3@diesel.bestpractical.com>
	<1133773805.29525.4.camel@sr1-egmp-15>
Message-ID: <439413EA.3070100@brummix.de>

Hi Richard,

is it possible to get a "preview" for testing????

Torsten

Richard Ellis schrieb:

>>Message: 1
>>Date: Sun, 04 Dec 2005 20:30:55 +0200
>>From: Victor <victor at ambra.ro>
>>Subject: [rt-users] statistics module
>>To: rt-users at lists.bestpractical.com
>>Message-ID: <439335DF.4030807 at ambra.ro>
>>Content-Type: text/plain; charset="iso-8859-1"
>>
>>I installed the statistics module.
>>It works fine, but after I installed it the Tickets serach stopped working.
>>
>>When I tried to search something it complains that the 
>>Search/Listing.html file is missing.
>>In the Tabs file from Statistics module it should write Build.html 
>>instead of Listing.html at line 47.
>>I replaced the line and is working.
>>I hope I haven't broken some functionality.
>>
>>-------------- next part --------------
>>An HTML attachment was scrubbed...
>>URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20051204/ac7f81ad/attachment-0001.htm
>>
>>------------------------------
>>
>>Message: 2
>>Date: Sun, 04 Dec 2005 19:38:00 +0100
>>From: Torsten Brumm <tob at brummix.de>
>>Subject: Re: [rt-users] statistics module
>>To: Victor <victor at ambra.ro>
>>Cc: rt-users at lists.bestpractical.com
>>Message-ID: <43933788.2040503 at brummix.de>
>>Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>>
>>Hi Victor,
>>
>>there is a "bug" in the Tabs File from the Statistics Package, the 
>>correct link is not Listing.html it must be Build.html.
>>
>>Have a look onto the Files of the Package..
>>
>>Torsten
>>
>>Victor schrieb:
>>
>>    
>>
>>>I installed the statistics module.
>>>It works fine, but after I installed it the Tickets serach stopped 
>>>working.
>>>
>>>When I tried to search something it complains that the 
>>>Search/Listing.html file is missing.
>>>In the Tabs file from Statistics module it should write Build.html 
>>>instead of Listing.html at line 47.
>>>I replaced the line and is working.
>>>I hope I haven't broken some functionality.
>>>
>>>------------------------------------------------------------------------
>>>
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>>
>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>>
>>>      
>>>
>
>A new version of the statistics module is nearing completion of testing
>and may even appear later this week. This will address most of the known
>problems, a few of the Wish list items, include some additional
>useability tweaks and be funkier, prettier and all round nicer :)
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>  
>



From pavel.ruzicka at i.cz  Mon Dec  5 05:23:23 2005
From: pavel.ruzicka at i.cz (Pavel Ruzicka)
Date: Mon, 05 Dec 2005 11:23:23 +0100
Subject: [rt-users] Ticket Query causes mysql to spin endlessly consuming
	all CPU
In-Reply-To: <437A2108.5020503@i.cz>
References: <ac0553840511150923o152b56abn68576447d8047002@mail.gmail.com>	<437A1AE6.8020105@pipex.net>
	<437A2108.5020503@i.cz>
Message-ID: <4394151B.3040508@i.cz>

what about other supported databases ? is there better performance in
fulltext searches on pg/oracle ?

ruza

On 11/15/05 18:55, Pavel Ruzicka wrote:
> i have this problem also with rt-3.2.2 @ mysql-3.23.58. fastcgi timeouts
> before it gets response from mysql backend. ugly way for client howto
> gets from this 500error situation can be delete cookie from browser, but
> dont do this!, mysql still tries to solve this SELECT! i increased
> FastCgiServer's -idle-timeout value to satisfy simpler queries
> 
> timeout for mysql is afaik defined in Apache/Session/Lock/MySQL.pm
> my $sth = $self->{dbh}->prepare_cached(q{SELECT GET_LOCK(?, 3600)}, {}, 1);
> i had no time for playing with this value so i dont know at this time if
>  it can help.
> 
> next i was pondering about FULLTEXT indexes, its not possible to use
> them with InnoDB, but (good news everyone :)), its in the InnoDB's
> roadmap. http://www.innodb.com/todo.php :
> 
> "Updated August 30, 2005. In progress: Add FULLTEXT indexes on InnoDB
> tables. A sponsor for this project has been found, and a developer has
> been hired. Appears probably in 2006."
> 
> Any other ideas/workarounds/solutions/... ?
> 
> Ruza
> 
> 
> On 11/15/05 18:29, Roy El-Hames wrote:
> 
>> I 'll be looking forward to the solution  ..I have a similar issue
>> with content + subject only searches .. with RT-3.4.4
>> search builder 1.33 mysql 4.1.15
>>
>> Roy
>>
>>
>> Aaron Nichols wrote:
>>
>>> Hello again,
>>>     We seem to have stumbled into a situation that has dire
>>> concequences for mysql. If we run the following query in RT, mysql
>>> will consume 100% of the CPU and RT will end up returning a "500
>>> Internal Server Error" due to a timeout waiting for a response from
>>> the mysql server. This seems to only impact the current session, if
>>> the browser is closed and opened again RT works ok but the mysql
>>> process is left consuming CPU time.
>>>
>>> Query in RT:
>>> Subject LIKE 'test' OR Content LIKE 'test'
>>>
>>> Mysql Query According to mytop:
>>> SELECT COUNT(DISTINCT main.id) 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 '%test%')OR (
>>> (Attachments_2.Content LIKE '%test%')AND(Attachments_2.TransactionId =
>>> Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) )
>>>
>>> The system is running on FreeBSD 6.0-RELEASE, RT 3.4.4, mysql 4.1.15
>>> w/ linuxthreads, apache2.0.55, fastcgi 2.4.2 - all built from FreeBSD
>>> ports collection.
>>> Hardware is a dual Xeon 2.8Ghz, 2Gig ram running my-large.cnf from
>>> mysql port w/ minor modifications.
>>>
>>> When RT eventually errors out after 120 seconds it gives the following
>>> error (which makes total sense):
>>> [Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI: comm
>>> with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle
>>> timeout (120 sec), referer:
>>> http://rt-stage.corp.netopia.com/Search/Build.html
>>> [Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI:
>>> incomplete headers (0 bytes) received from server
>>> "/usr/local/rt3/bin/mason_handler.fcgi", referer:
>>> http://rt-stage.corp.netopia.com/Search/Build.html
>>>
>>> I believe this query is redundant and I've instructed folks not to do
>>> this, but it seems like mysql shouldn't endlessly spin on the query
>>> the way it does. I'm not sure if this is an RT problem in the way the
>>> query is performed or a mysql problem in the way it responds (or
>>> both). Any suggestions on how to prevent this in the future?
>>>
>>> Thanks,
>>> Aaron
>>>  
>>>
>>> ------------------------------------------------------------------------
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>> Download a free sample chapter of RT Essentials from O'Reilly Media
>>> at http://rtbook.bestpractical.com
>>>
>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>> San Francisco - Find out more at
>>> http://bestpractical.com/services/training.html
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media at
>> http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at
>> http://bestpractical.com/services/training.html
> 
> 

-- 
Pavel Ruzicka, ICZ

*** ICZ a.s. ******************************
Hvezdova 1689/2a, 140 00 Prague 4, CZ
tel: +420 24 41 00 111   _
Fax: +420 24 41 00 222  @_}-,^--`--
GSM: +420 724 429 641
mailto:pavel.ruzicka at i.cz http://www.i.cz
*******************************************


From tob at brummix.de  Mon Dec  5 05:44:45 2005
From: tob at brummix.de (Torsten Brumm)
Date: Mon, 05 Dec 2005 11:44:45 +0100
Subject: [rt-users] Re: statistics module
In-Reply-To: <1133778618.29525.15.camel@sr1-egmp-15>
References: <20051204202305.D724F4D81D3@diesel.bestpractical.com>
	<1133773805.29525.4.camel@sr1-egmp-15>
	<439413EA.3070100@brummix.de>
	<1133778618.29525.15.camel@sr1-egmp-15>
Message-ID: <43941A1D.2030003@brummix.de>

OK, thats fair. i'm waiting....

Thanks

Richard Ellis schrieb:

>Hi Torsten,
>
>There are no plans to release a sneak preview version outside of the
>group of people involved in the project. We don't want a copy to reach
>the wider audience in advance of us being sure it's as stable and bug
>free as we can make it. 
>
>If a sneak preview version were to appear in the wild, it could
>potentially lead to issues with people seeing bugs that may have been
>fixed in the real live version.
>
>As soon as it is ready, everyone will be able to get it.
>
>Thanks
>
>Rik
>
>On Mon, 2005-12-05 at 10:18, Torsten Brumm wrote:
>  
>
>>Hi Richard,
>>
>>is it possible to get a "preview" for testing????
>>
>>Torsten
>>
>>Richard Ellis schrieb:
>>
>>    
>>
>>>>Message: 1
>>>>Date: Sun, 04 Dec 2005 20:30:55 +0200
>>>>From: Victor <victor at ambra.ro>
>>>>Subject: [rt-users] statistics module
>>>>To: rt-users at lists.bestpractical.com
>>>>Message-ID: <439335DF.4030807 at ambra.ro>
>>>>Content-Type: text/plain; charset="iso-8859-1"
>>>>
>>>>I installed the statistics module.
>>>>It works fine, but after I installed it the Tickets serach stopped working.
>>>>
>>>>When I tried to search something it complains that the 
>>>>Search/Listing.html file is missing.
>>>>In the Tabs file from Statistics module it should write Build.html 
>>>>instead of Listing.html at line 47.
>>>>I replaced the line and is working.
>>>>I hope I haven't broken some functionality.
>>>>
>>>>-------------- next part --------------
>>>>An HTML attachment was scrubbed...
>>>>URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20051204/ac7f81ad/attachment-0001.htm
>>>>
>>>>------------------------------
>>>>
>>>>Message: 2
>>>>Date: Sun, 04 Dec 2005 19:38:00 +0100
>>>>From: Torsten Brumm <tob at brummix.de>
>>>>Subject: Re: [rt-users] statistics module
>>>>To: Victor <victor at ambra.ro>
>>>>Cc: rt-users at lists.bestpractical.com
>>>>Message-ID: <43933788.2040503 at brummix.de>
>>>>Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>>>>
>>>>Hi Victor,
>>>>
>>>>there is a "bug" in the Tabs File from the Statistics Package, the 
>>>>correct link is not Listing.html it must be Build.html.
>>>>
>>>>Have a look onto the Files of the Package..
>>>>
>>>>Torsten
>>>>
>>>>Victor schrieb:
>>>>
>>>>   
>>>>
>>>>        
>>>>
>>>>>I installed the statistics module.
>>>>>It works fine, but after I installed it the Tickets serach stopped 
>>>>>working.
>>>>>
>>>>>When I tried to search something it complains that the 
>>>>>Search/Listing.html file is missing.
>>>>>In the Tabs file from Statistics module it should write Build.html 
>>>>>instead of Listing.html at line 47.
>>>>>I replaced the line and is working.
>>>>>I hope I haven't broken some functionality.
>>>>>
>>>>>------------------------------------------------------------------------
>>>>>
>>>>>_______________________________________________
>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>>
>>>>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>>>>
>>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>>>>
>>>>>     
>>>>>
>>>>>          
>>>>>
>>>A new version of the statistics module is nearing completion of testing
>>>and may even appear later this week. This will address most of the known
>>>problems, a few of the Wish list items, include some additional
>>>useability tweaks and be funkier, prettier and all round nicer :)
>>>
>>>
>>>
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>>
>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>> 
>>>
>>>      
>>>
>
>  
>



From Richard.Ellis at Sun.COM  Mon Dec  5 05:30:19 2005
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Mon, 05 Dec 2005 10:30:19 +0000
Subject: [rt-users] Re: statistics module
In-Reply-To: <439413EA.3070100@brummix.de>
References: <20051204202305.D724F4D81D3@diesel.bestpractical.com>
	<1133773805.29525.4.camel@sr1-egmp-15> <439413EA.3070100@brummix.de>
Message-ID: <1133778618.29525.15.camel@sr1-egmp-15>

Hi Torsten,

There are no plans to release a sneak preview version outside of the
group of people involved in the project. We don't want a copy to reach
the wider audience in advance of us being sure it's as stable and bug
free as we can make it. 

If a sneak preview version were to appear in the wild, it could
potentially lead to issues with people seeing bugs that may have been
fixed in the real live version.

As soon as it is ready, everyone will be able to get it.

Thanks

Rik

On Mon, 2005-12-05 at 10:18, Torsten Brumm wrote:
> Hi Richard,
> 
> is it possible to get a "preview" for testing????
> 
> Torsten
> 
> Richard Ellis schrieb:
> 
> >>Message: 1
> >>Date: Sun, 04 Dec 2005 20:30:55 +0200
> >>From: Victor <victor at ambra.ro>
> >>Subject: [rt-users] statistics module
> >>To: rt-users at lists.bestpractical.com
> >>Message-ID: <439335DF.4030807 at ambra.ro>
> >>Content-Type: text/plain; charset="iso-8859-1"
> >>
> >>I installed the statistics module.
> >>It works fine, but after I installed it the Tickets serach stopped working.
> >>
> >>When I tried to search something it complains that the 
> >>Search/Listing.html file is missing.
> >>In the Tabs file from Statistics module it should write Build.html 
> >>instead of Listing.html at line 47.
> >>I replaced the line and is working.
> >>I hope I haven't broken some functionality.
> >>
> >>-------------- next part --------------
> >>An HTML attachment was scrubbed...
> >>URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20051204/ac7f81ad/attachment-0001.htm
> >>
> >>------------------------------
> >>
> >>Message: 2
> >>Date: Sun, 04 Dec 2005 19:38:00 +0100
> >>From: Torsten Brumm <tob at brummix.de>
> >>Subject: Re: [rt-users] statistics module
> >>To: Victor <victor at ambra.ro>
> >>Cc: rt-users at lists.bestpractical.com
> >>Message-ID: <43933788.2040503 at brummix.de>
> >>Content-Type: text/plain; charset=ISO-8859-1; format=flowed
> >>
> >>Hi Victor,
> >>
> >>there is a "bug" in the Tabs File from the Statistics Package, the 
> >>correct link is not Listing.html it must be Build.html.
> >>
> >>Have a look onto the Files of the Package..
> >>
> >>Torsten
> >>
> >>Victor schrieb:
> >>
> >>    
> >>
> >>>I installed the statistics module.
> >>>It works fine, but after I installed it the Tickets serach stopped 
> >>>working.
> >>>
> >>>When I tried to search something it complains that the 
> >>>Search/Listing.html file is missing.
> >>>In the Tabs file from Statistics module it should write Build.html 
> >>>instead of Listing.html at line 47.
> >>>I replaced the line and is working.
> >>>I hope I haven't broken some functionality.
> >>>
> >>>------------------------------------------------------------------------
> >>>
> >>>_______________________________________________
> >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>
> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>>
> >>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >>>
> >>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >>>San Francisco - Find out more at http://bestpractical.com/services/training.html
> >>>
> >>>      
> >>>
> >
> >A new version of the statistics module is nearing completion of testing
> >and may even appear later this week. This will address most of the known
> >problems, a few of the Wish list items, include some additional
> >useability tweaks and be funkier, prettier and all round nicer :)
> >
> >
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >
> >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >San Francisco - Find out more at http://bestpractical.com/services/training.html
> >  
> >
> 



From jesse at bestpractical.com  Mon Dec  5 10:28:00 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: 05 Dec 2005 10:28:00 -0500
Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4)
Message-ID: <3216623294.213333@www.chatteremail.com>

Can you try out the new release of DBIx::SearchBuilder that came out on friday to see if if addresses this for you?

Thanks
-----------------------
Sent with ChatterEmail
True push email for the Treo Smartphone
www.chatteremail.com


-----Original Message-----
From: "Charles Kugelman at HQ" <CKugelman at ittesi.com>
Date: Monday, Nov 21, 2005 10:16 am
Subject: RE: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4)

>few lines
>[Mon Oct 10 22:20:05 2005] [debug]: RT::CustomField -> QueueObj
deprecated
>(/opt/rt3/lib/RT/CustomField_Overlay.pm:753)
>[Mon Oct 10 22:20:05 2005] [warning]: Use of uninitialized value in
>concatenation (.) or string at
>/opt/rt3/share/html/Search/Elements/BuildFormatString line 128.
>(/opt/rt3/lib/RT.pm:287)
>Then this beauty
>[Mon Oct 10 22:30:06 2005] [warning]: Argument "\x{36}\x{3e}..." isn't
>numeric in array element at
>/opt/rt3/share/html/Search/Elements/BuildFormatString line 153.
>(/opt/rt3/lib/RT.pm:287)
>
>followed by few lines of
>[Mon Oct 10 22:16:02 2005] [warning]: Use of uninitialized value in join or
>string at /opt/rt3/share/html/Elements/SelectBoolean line 48.
>(/opt/rt3/lib/RT.pm:287)
>followed by few (100 or so lines of )
>[Mon Oct 10 22:14:26 2005] [warning]: Use of uninitialized value in string
>eq at /opt/rt3/share/html/Elements/SelectCustomFieldOperator line 50.
>(/opt/rt3/lib/RT.pm:287)
>
>The "Argument "\x{36}\x{3e}" line appear only when the Attribute::Name
>error
>pops up, the other lines are always there, looking at RT.pm line 153, its
>the ConnectToDatabase function, I have the database on a remote server
(is
>that causing the problem??- it was fine with 3.2.3), I am confident the
>network connection/commnication is not a problem??
>
>Roy

Is there any update on this? I'm seeing the same problem. My database is also on a remote server. I use RT 3.2.3.

Details:
RT 3.2.3
SuSE Linux 9.3
Oracle 9i (remote server)


Charles Kugelman
Network Administrator
ITT Educational Services, Inc.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html





From kfh at mqsoftware.com  Mon Dec  5 12:40:50 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Mon, 5 Dec 2005 11:40:50 -0600
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re: statistics
	module)
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE19@mailservermn.mqsoftware.com>

OK, I've just updated the wiki and put the new package on the anonymous
ftp site. (see
http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).

Statistics is now RTx::Statistics and comes with an installer.

Give it a try (if you feel brave, if you're less brave, wait a week or
so!).

Big NOTE:::::  You can use this version right alongside earlier
releases, so it should be fairly safe, but if I were you, I'd back up
you whole RT installation before installing this......

-- 

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


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Richard Ellis
> Sent: Monday, December 05, 2005 4:30 AM
> To: Torsten Brumm
> Cc: RT USERS
> Subject: Re: [rt-users] Re: statistics module
> 
> Hi Torsten,
> 
> There are no plans to release a sneak preview version outside of the
> group of people involved in the project. We don't want a copy to reach
> the wider audience in advance of us being sure it's as stable and bug
> free as we can make it.
> 
> If a sneak preview version were to appear in the wild, it could
> potentially lead to issues with people seeing bugs that may have been
> fixed in the real live version.
> 
> As soon as it is ready, everyone will be able to get it.
> 
> Thanks
> 
> Rik
> 
> On Mon, 2005-12-05 at 10:18, Torsten Brumm wrote:
> > Hi Richard,
> >
> > is it possible to get a "preview" for testing????
> >
> > Torsten
> >
> > Richard Ellis schrieb:
> >
> > >>Message: 1
> > >>Date: Sun, 04 Dec 2005 20:30:55 +0200
> > >>From: Victor <victor at ambra.ro>
> > >>Subject: [rt-users] statistics module
> > >>To: rt-users at lists.bestpractical.com
> > >>Message-ID: <439335DF.4030807 at ambra.ro>
> > >>Content-Type: text/plain; charset="iso-8859-1"
> > >>
> > >>I installed the statistics module.
> > >>It works fine, but after I installed it the Tickets serach stopped
> working.
> > >>
> > >>When I tried to search something it complains that the
> > >>Search/Listing.html file is missing.
> > >>In the Tabs file from Statistics module it should write Build.html
> > >>instead of Listing.html at line 47.
> > >>I replaced the line and is working.
> > >>I hope I haven't broken some functionality.
> > >>
> > >>-------------- next part --------------
> > >>An HTML attachment was scrubbed...
> > >>URL: http://lists.bestpractical.com/pipermail/rt-
> users/attachments/20051204/ac7f81ad/attachment-0001.htm
> > >>
> > >>------------------------------
> > >>
> > >>Message: 2
> > >>Date: Sun, 04 Dec 2005 19:38:00 +0100
> > >>From: Torsten Brumm <tob at brummix.de>
> > >>Subject: Re: [rt-users] statistics module
> > >>To: Victor <victor at ambra.ro>
> > >>Cc: rt-users at lists.bestpractical.com
> > >>Message-ID: <43933788.2040503 at brummix.de>
> > >>Content-Type: text/plain; charset=ISO-8859-1; format=flowed
> > >>
> > >>Hi Victor,
> > >>
> > >>there is a "bug" in the Tabs File from the Statistics Package, the
> > >>correct link is not Listing.html it must be Build.html.
> > >>
> > >>Have a look onto the Files of the Package..
> > >>
> > >>Torsten
> > >>
> > >>Victor schrieb:
> > >>
> > >>
> > >>
> > >>>I installed the statistics module.
> > >>>It works fine, but after I installed it the Tickets serach
stopped
> > >>>working.
> > >>>
> > >>>When I tried to search something it complains that the
> > >>>Search/Listing.html file is missing.
> > >>>In the Tabs file from Statistics module it should write
Build.html
> > >>>instead of Listing.html at line 47.
> > >>>I replaced the line and is working.
> > >>>I hope I haven't broken some functionality.
> > >>>
> >
>>>---------------------------------------------------------------------
> ---
> > >>>
> > >>>_______________________________________________
> > >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >>>
> > >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > >>>
> > >>>Download a free sample chapter of RT Essentials from O'Reilly
Media
> at http://rtbook.bestpractical.com
> > >>>
> > >>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > >>>San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> > >>>
> > >>>
> > >>>
> > >
> > >A new version of the statistics module is nearing completion of
testing
> > >and may even appear later this week. This will address most of the
> known
> > >problems, a few of the Wish list items, include some additional
> > >useability tweaks and be funkier, prettier and all round nicer :)
> > >
> > >
> > >
> > >_______________________________________________
> > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > >
> > >Download a free sample chapter of RT Essentials from O'Reilly Media
at
> http://rtbook.bestpractical.com
> > >
> > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > >San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> > >
> > >
> >
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



From jesse at bestpractical.com  Mon Dec  5 12:50:42 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 5 Dec 2005 12:50:42 -0500
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
	statistics module)
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE19@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE19@mailservermn.mqsoftware.com>
Message-ID: <20051205175042.GD18155@bestpractical.com>




On Mon, Dec 05, 2005 at 11:40:50AM -0600, Kelly F. Hickel wrote:
> OK, I've just updated the wiki and put the new package on the anonymous
> ftp site. (see
> http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).
> 
> Statistics is now RTx::Statistics and comes with an installer.
> 
> Give it a try (if you feel brave, if you're less brave, wait a week or
> so!).
> 

What's new in the new version?


From kfh at mqsoftware.com  Mon Dec  5 13:38:44 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Mon, 5 Dec 2005 12:38:44 -0600
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
	statistics module)
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE1B@mailservermn.mqsoftware.com>

Sorry, just as I was writing, I was "summoned" to lunch! ;>


Anyhow, there's a ton of code cleanup (although there's certainly more
to do).  The tables match the style of the rest of RT, the graph boxes
have been standardized and cleaned up. I added a spreadsheet download to
a couple of the pages (waiting for feedback and a chance to standardize
before I added the rest), the various boxes can be collapsed ala the
rest of RT. A number of incorrect behaviors have been corrected (e.g.
"See Weekends" isn't broken any more), it was packaged with RTx, so
there's an installer.  Just more yummy goodness for the same price!

There may be some more details in the readme (which is also posted at
the wiki).

I was going to put up some screenshots, but I don't have an instance
with much good data in it (we still haven't switched our support team to
RT from bugzilla yet). Rik, can you come up with some postable
screenshots?


-- 

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


> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Monday, December 05, 2005 11:51 AM
> To: Kelly F. Hickel
> Cc: Richard Ellis; Torsten Brumm; RT USERS
> Subject: Re: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
> statistics module)
> 
> 
> 
> 
> On Mon, Dec 05, 2005 at 11:40:50AM -0600, Kelly F. Hickel wrote:
> > OK, I've just updated the wiki and put the new package on the
anonymous
> > ftp site. (see
> > http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).
> >
> > Statistics is now RTx::Statistics and comes with an installer.
> >
> > Give it a try (if you feel brave, if you're less brave, wait a week
or
> > so!).
> >
> 
> What's new in the new version?



From kfh at mqsoftware.com  Mon Dec  5 13:41:51 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Mon, 5 Dec 2005 12:41:51 -0600
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
	statistics module)
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE1E@mailservermn.mqsoftware.com>

Oh, also, I should be moving it to CPAN in the next week, I'll just
update the wiki at that time, and probably leave it on my ftp site for
another couple weeks.

-- 

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


> -----Original Message-----
> From: Kelly F. Hickel
> Sent: Monday, December 05, 2005 12:39 PM
> To: 'Jesse Vincent'
> Cc: Richard Ellis; Torsten Brumm; RT USERS
> Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
> statistics module)
> 
> Sorry, just as I was writing, I was "summoned" to lunch! ;>
> 
> 
> Anyhow, there's a ton of code cleanup (although there's certainly more
to
> do).  The tables match the style of the rest of RT, the graph boxes
have
> been standardized and cleaned up. I added a spreadsheet download to a
> couple of the pages (waiting for feedback and a chance to standardize
> before I added the rest), the various boxes can be collapsed ala the
rest
> of RT. A number of incorrect behaviors have been corrected (e.g. "See
> Weekends" isn't broken any more), it was packaged with RTx, so there's
an
> installer.  Just more yummy goodness for the same price!
> 
> There may be some more details in the readme (which is also posted at
the
> wiki).
> 
> I was going to put up some screenshots, but I don't have an instance
with
> much good data in it (we still haven't switched our support team to RT
> from bugzilla yet). Rik, can you come up with some postable
screenshots?
> 
> 
> --
> 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: Jesse Vincent [mailto:jesse at bestpractical.com]
> > Sent: Monday, December 05, 2005 11:51 AM
> > To: Kelly F. Hickel
> > Cc: Richard Ellis; Torsten Brumm; RT USERS
> > Subject: Re: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
Re:
> > statistics module)
> >
> >
> >
> >
> > On Mon, Dec 05, 2005 at 11:40:50AM -0600, Kelly F. Hickel wrote:
> > > OK, I've just updated the wiki and put the new package on the
> anonymous
> > > ftp site. (see
> > > http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).
> > >
> > > Statistics is now RTx::Statistics and comes with an installer.
> > >
> > > Give it a try (if you feel brave, if you're less brave, wait a
week or
> > > so!).
> > >
> >
> > What's new in the new version?



From eric.horne at teradyne.com  Mon Dec  5 15:15:27 2005
From: eric.horne at teradyne.com (Eric Horne)
Date: Mon, 05 Dec 2005 12:15:27 -0800
Subject: [rt-users] Changing states from a scrip
In-Reply-To: <438F4E7F.2050706@teradyne.com>
References: <438F4E7F.2050706@teradyne.com>
Message-ID: <43949FDF.9000503@teradyne.com>

I found the cause of this, I think. The play tickets I was using somehow 
got their "requestors" to be nulled out. No requestor, no e-mail 
attempt, and I believe that's why the scrip didn't fire.

Seems to work as advertised, thanks for you consideration!

-Eric

Eric Horne wrote:
> I have a script that changes the state of a ticket based on the contents 
> of the transaction. For example, if someone responds with "Resolved" as 
> the first line in the body of an e-mail, I'd like the ticket to resolve 
> itself.
> 
> I have something working using self->TicketObj->SetStatus("resolved"). 
> The ticket does go into the resolved state as desired. However, it does 
> not appear to cause the "Notify requestor on Resolve" global scrip. So 
> while the ticket is resolved, the requestor does not get any e-mail. Of 
> course, the global  "On Resolve notify requestor" works fine on queues 
> without my SetStatus scrip.
> 
> How can I change the state of a ticket and fire the "On Resolve notify 
> requestor" scrip?
> 
> I'm running RT 3.4.4 w/ ActivePerl 5.8 on a RHEL3 box.
> 
> Thanks for your help!
> 
> -eric
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html



From timothy-flynn at uiowa.edu  Mon Dec  5 16:09:09 2005
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Mon, 5 Dec 2005 15:09:09 -0600
Subject: [rt-users] Creating system user...Can't find Principals.id
Message-ID: <B5007EEF41F3D311B80500805F31A6B61A05E4F5@uihc-mail.uihc.uiowa.edu>

I've seen this issue on the listserve over the past couple months but I
haven't seen a fix.  Seems like everyone that was experiencing this was
using PostgreSQL 8.1.  I am getting this error when I attempt to
initialize the db from the make command for the first time.


Red Hat Linux:
2.6.9-5.EL #1 Wed Jan 5 19:22:18 EST 2005 i686 i686 i386 GNU/Linux

PostgreSQL 8.1


Now creating a database for RT.
Creating Pg database rt3.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new
installation.
Creating system user...Can't find Principals.id  for OID 0[Mon Dec  5
20:28:20 2005] [crit]: Couldn't create a Principal on new user create.
Strange things are afoot at the circle K
(/usr/local/rt3/lib/RT/User_Overlay.pm:480)
Could not create user
make: *** [initialize-database] Error 1





From jesse at bestpractical.com  Mon Dec  5 16:22:24 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 5 Dec 2005 16:22:24 -0500
Subject: [rt-users] Creating system user...Can't find Principals.id
In-Reply-To: <B5007EEF41F3D311B80500805F31A6B61A05E4F5@uihc-mail.uihc.uiowa.edu>
References: <B5007EEF41F3D311B80500805F31A6B61A05E4F5@uihc-mail.uihc.uiowa.edu>
Message-ID: <20051205212224.GJ18155@bestpractical.com>




On Mon, Dec 05, 2005 at 03:09:09PM -0600, Flynn, Timothy J wrote:
> I've seen this issue on the listserve over the past couple months but I
> haven't seen a fix.  Seems like everyone that was experiencing this was
> using PostgreSQL 8.1.  I am getting this error when I attempt to
> initialize the db from the make command for the first time.

I know what needs doing. I'll try to get a patch out tonight.

> 
> Red Hat Linux:
> 2.6.9-5.EL #1 Wed Jan 5 19:22:18 EST 2005 i686 i686 i386 GNU/Linux
> 
> PostgreSQL 8.1
> 
> 
> Now creating a database for RT.
> Creating Pg database rt3.
> Now populating database schema.
> Creating database schema.
> Done setting up database schema.
> Now inserting database ACLs
> Done setting up database ACLs.
> Now inserting RT core system objects
> Checking for existing system user...not found.  This appears to be a new
> installation.
> Creating system user...Can't find Principals.id  for OID 0[Mon Dec  5
> 20:28:20 2005] [crit]: Couldn't create a Principal on new user create.
> Strange things are afoot at the circle K
> (/usr/local/rt3/lib/RT/User_Overlay.pm:480)
> Could not create user
> make: *** [initialize-database] Error 1
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From sushi94 at caramail.com  Mon Dec  5 16:55:24 2005
From: sushi94 at caramail.com (sushi94)
Date: Mon,  5 Dec 2005 21:55:24 +0000 (GMT)
Subject: [rt-users] Multiple users linking
Message-ID: <19533929289971@lycos-europe.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051205/65b4b651/attachment.htm>

From sushi94 at caramail.com  Mon Dec  5 17:15:42 2005
From: sushi94 at caramail.com (sushi94)
Date: Mon,  5 Dec 2005 22:15:42 +0000 (GMT)
Subject: [rt-users] Multiple users linking
Message-ID: <18698813856260@lycos-europe.com>

Good evening,

sorry for my last mail.

I saw an old and interesting  thread related to the same subject  but i'm stuck on a scrip writing.

I would like to use a scrip that  OnCreate takes requestor, then finds its group, get all
members of that group and adds them as requestors(or as Cc) to an issue.

Did anybody here get to write this scrip and can provide some help ?

In fact i want to share rights between members of a same group  in a single queue ( =without having a queue dedicated to each group ). With my current rights definitions, group A members can't see group B issues, but only the requestor can see his tickets.  I wan't all the members of group A to be able to see group A issues and not only the requestor.

Best Regards,

Sushi, a 3.4.4 user.

A partir du 7 octobre, d?couvre Nintendogs, le jeu qui te permet d'adopter un chiot virtuel, de le dresser et de l'entrainer au son de ta voix !!! Une exclusivit? Nintendo DS dont tu ne pourras plus te passer ! - http://www.nintendods.fr/nintendogs

From ben at atomicmatrix.net  Mon Dec  5 17:56:50 2005
From: ben at atomicmatrix.net (ben at atomicmatrix.net)
Date: Mon, 5 Dec 2005 17:56:50 -0500
Subject: [rt-users] RE: RTFM 2.2.0RC1
Message-ID: <20051205225716.E684A4D80AB@diesel.bestpractical.com>

Should this version work with RT 3.5.6?
 
 
error: 	 could not find component for path '/Elements/TitleBoxStart'
	
context: 	 
... 	 	
15: 	 %# GNU General Public License for more details.	
16: 	 %# 	
17: 	 %# END LICENSE BLOCK	
18: 	 	
19: 	 <& /Elements/TitleBoxStart, title => loc("[_1] newest articles",
$rows), bodyclass=> '' &>	
20: 	 <TABLE BORDER=0 cellspacing=0 cellpadding=1 WIDTH=100%>	
21: 	 <TR>	
22: 	 <TH ALIGN=RIGHT><&|/l&>#</&></TH>	
23: 	 <TH ALIGN=LEFT><&|/l&>Name</&></TH>	
... 	 	
code stack: 	 /opt/rt3/share/html/RTFM/Elements/NewestArticles:19
/opt/rt3/share/html/RTFM/index.html:24
/opt/rt3/share/html/autohandler:247	
  
 
    -=| Ben

  _____  

I'm pleased to announce the first release candidate of RTFM 2.2.0. 

2.2.0 is a significant overhaul to RTFM that cuts out about 50% of the 
application's code and adds new features, increased stability and more 
flexibility. (Basically, we took out all the bits where RT and RTFM did 
similar things and made RTFM just use RT's bits.) 

You likely need RT 3.4.3 or newer to make use of RTFM 2.2. 

Please download this version from 

http://download.bestpractical.com/pub/rt/devel/RTFM-2.2.0RC1.tar.gz 
(http://download.bestpractical.com/pub/rt/devel/RTFM-2.2.0RC1.tar.gz.sig) 

and tell us how it goes. 

I'm hoping for a 2.2.0 release sometime before Christmas. 

Jesse 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051205/42980f14/attachment.htm>

From jesse at bestpractical.com  Mon Dec  5 17:58:40 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 5 Dec 2005 17:58:40 -0500
Subject: [rt-users] RE: RTFM 2.2.0RC1
In-Reply-To: <20051205225716.E684A4D80AB@diesel.bestpractical.com>
References: <20051205225716.E684A4D80AB@diesel.bestpractical.com>
Message-ID: <20051205225840.GM18155@bestpractical.com>




On Mon, Dec 05, 2005 at 05:56:50PM -0500, ben at atomicmatrix.net wrote:
> Should this version work with RT 3.5.6?

I wouldn't expect it to yet.


From purp at acm.org  Mon Dec  5 18:51:29 2005
From: purp at acm.org (Jim Meyer)
Date: Mon, 05 Dec 2005 15:51:29 -0800
Subject: [rt-users] RealName in Requestors column on search results
In-Reply-To: <338501EE-6F09-4E28-A14B-3EA75730DC86@gmail.com>
References: <338501EE-6F09-4E28-A14B-3EA75730DC86@gmail.com>
Message-ID: <1133826689.19568.10.camel@balloon.pdi.com>

Hello!

On Wed, 2005-11-30 at 21:23, Justin Rogers wrote:
> Does anyone know how to display the realname reather then the Email  
> Address. any hel would be greatly appreciated. 

This should work:
================================================================================
<%$User->RealName%>
% if ($User->Gecos) {
 [<%$User->Gecos%>]
% }
% if ($User->WorkPhone) {
 x<%$User->WorkPhone%>
% }
================================================================================

It also tosses in their account name and phone number for convenience.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From nixon at nsc.liu.se  Tue Dec  6 03:33:02 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Tue, 06 Dec 2005 09:33:02 +0100
Subject: [rt-users] Scrips firing at will - huh?
Message-ID: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>

OK, I thought I had some basic understanding of the scrip mechanism,
but this is just weird...

I'm running RT 3.4.4 with fastcgi on an Apache 2.

I have a AutoTake scrip on the form "On Correspond User Defined with
template Blank". That "User Defined" bit is a short Perl snippet that
checks if the current ticket owner is Nobody, and if so, assigns the
ticket to the current user. The entire snippet is located in the
"Custom action preparation code" part of the scrip, which is perhaps
not a good idea. (I'm including the Perl code at the end of this mail
for the sake of completeness.)

I also have the standard "On Owner Change Notify Owner" scrip.

Now the strange thing: If a user clicks one of the "Reply" links in
the history of an unowned ticket (on the ordinary Ticket/Display.html
page), he gets a notification from the Owner Change scrip that he is
now the owner of the ticket. Note that this is when he just clicks the
"Reply" link, before he has actually entered a reply and updated the
ticket!

Furthermore, if you at this point cancel the reply and return to the
ticket display, it turns out that the ticket still is ownerless. It
has in fact *not* been assigned to the user, but still the Owner
Change scrip fired.

I have experimented with splitting the Perl code from the AutoTake
scrip, so that the check for an ownerless ticket goes in the "action
preparation" part, and the actual SetOwner() call goes in the "action
cleanup" part, which seems to help, but I still don't understand the
anomalous behaviour.

Could someone spread some light on this?

------
The code from the scrip:

my $ticket = $self->TicketObj;
if ($ticket->OwnerObj->Id == $RT::Nobody->Id)  {
  my $Actor = $self->TransactionObj->CreatorObj->Id;
  if ($Actor != $ticket->OwnerObj->Id) {
    $RT::Logger->info("Auto assign ticket #". $ticket->id ." to user #". $Actor );

    my ($status, $msg) = $ticket->SetOwner( $Actor );
    unless( $status ) {
      die "Error: $msg";
    }
  }
  return( 1 );
}
else {
    return(undef);
}

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
ppNational Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From florian.hochstrasser at swisslog.com  Tue Dec  6 03:29:43 2005
From: florian.hochstrasser at swisslog.com (Florian Hochstrasser)
Date: Tue, 6 Dec 2005 09:29:43 +0100
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
	Re:statistics module)
Message-ID: <633BB4DF7F45734B841BF0FD012734BC1862C9@schb7sw3-011.schb7.swisslog.net>

Hi all

I can only see 0.1.6RC1 at ftp://anonftp.mqsoftware.com/kfh/RT/. Where
has 0.1.6 gone? Does anybody have a link?


TIA, Florian 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F.
Hickel
Sent: Montag, 5. Dezember 2005 19:42
To: Kelly F. Hickel; Jesse Vincent
Cc: RT USERS; Richard Ellis
Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
Re:statistics module)

Oh, also, I should be moving it to CPAN in the next week, I'll just
update the wiki at that time, and probably leave it on my ftp site for
another couple weeks.

-- 

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


> -----Original Message-----
> From: Kelly F. Hickel
> Sent: Monday, December 05, 2005 12:39 PM
> To: 'Jesse Vincent'
> Cc: Richard Ellis; Torsten Brumm; RT USERS
> Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
> statistics module)
> 
> Sorry, just as I was writing, I was "summoned" to lunch! ;>
> 
> 
> Anyhow, there's a ton of code cleanup (although there's certainly more
to
> do).  The tables match the style of the rest of RT, the graph boxes
have
> been standardized and cleaned up. I added a spreadsheet download to a 
> couple of the pages (waiting for feedback and a chance to standardize 
> before I added the rest), the various boxes can be collapsed ala the
rest
> of RT. A number of incorrect behaviors have been corrected (e.g. "See 
> Weekends" isn't broken any more), it was packaged with RTx, so there's
an
> installer.  Just more yummy goodness for the same price!
> 
> There may be some more details in the readme (which is also posted at
the
> wiki).
> 
> I was going to put up some screenshots, but I don't have an instance
with
> much good data in it (we still haven't switched our support team to RT

> from bugzilla yet). Rik, can you come up with some postable
screenshots?
> 
> 
> --
> 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: Jesse Vincent [mailto:jesse at bestpractical.com]
> > Sent: Monday, December 05, 2005 11:51 AM
> > To: Kelly F. Hickel
> > Cc: Richard Ellis; Torsten Brumm; RT USERS
> > Subject: Re: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
Re:
> > statistics module)
> >
> >
> >
> >
> > On Mon, Dec 05, 2005 at 11:40:50AM -0600, Kelly F. Hickel wrote:
> > > OK, I've just updated the wiki and put the new package on the
> anonymous
> > > ftp site. (see
> > > http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).
> > >
> > > Statistics is now RTx::Statistics and comes with an installer.
> > >
> > > Give it a try (if you feel brave, if you're less brave, wait a
week or
> > > so!).
> > >
> >
> > What's new in the new version?

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

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

____________________________________________________________
This message has been checked for all known viruses by Messagelabs.

____________________________________________________________
This message may contain legally privileged or confidential 
information and is therefore addressed to the named persons only. 
The recipient should inform the sender and delete this message, 
if he/she is not named as addressee. 
The sender disclaims any and all liability for the integrity 
and punctuality of this message. 
The sender has activated an automatic virus scanning by 
Messagelabs, but does not guarantee the virus free 
transmission of this message.


From Richard.Ellis at Sun.COM  Tue Dec  6 03:48:21 2005
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Tue, 06 Dec 2005 08:48:21 +0000
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
	Re:statistics module)
In-Reply-To: <633BB4DF7F45734B841BF0FD012734BC1862C9@schb7sw3-011.schb7.swisslog.net>
References: <633BB4DF7F45734B841BF0FD012734BC1862C9@schb7sw3-011.schb7.swisslog.net>
Message-ID: <1133858900.29525.62.camel@sr1-egmp-15>

Hi Florian,

Kelly is US based and will handle this when he logs on.

Richard

On Tue, 2005-12-06 at 08:29, Florian Hochstrasser wrote:
> Hi all
> 
> I can only see 0.1.6RC1 at ftp://anonftp.mqsoftware.com/kfh/RT/. Where
> has 0.1.6 gone? Does anybody have a link?
> 
> 
> TIA, Florian 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F.
> Hickel
> Sent: Montag, 5. Dezember 2005 19:42
> To: Kelly F. Hickel; Jesse Vincent
> Cc: RT USERS; Richard Ellis
> Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
> Re:statistics module)
> 
> Oh, also, I should be moving it to CPAN in the next week, I'll just
> update the wiki at that time, and probably leave it on my ftp site for
> another couple weeks.



From kfh at mqsoftware.com  Tue Dec  6 08:24:46 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 6 Dec 2005 07:24:46 -0600
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
	Re:statistics module)
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE3F@mailservermn.mqsoftware.com>

My fault, I forgot to change the name of the archive, but that's the
correct file.


-- 

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


> -----Original Message-----
> From: Florian Hochstrasser [mailto:florian.hochstrasser at swisslog.com]
> Sent: Tuesday, December 06, 2005 2:30 AM
> To: Kelly F. Hickel; Jesse Vincent
> Cc: RT USERS; Richard Ellis
> Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
> Re:statistics module)
> 
> Hi all
> 
> I can only see 0.1.6RC1 at ftp://anonftp.mqsoftware.com/kfh/RT/. Where
> has 0.1.6 gone? Does anybody have a link?
> 
> 
> TIA, Florian
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly
F.
> Hickel
> Sent: Montag, 5. Dezember 2005 19:42
> To: Kelly F. Hickel; Jesse Vincent
> Cc: RT USERS; Richard Ellis
> Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
> Re:statistics module)
> 
> Oh, also, I should be moving it to CPAN in the next week, I'll just
> update the wiki at that time, and probably leave it on my ftp site for
> another couple weeks.
> 
> --
> 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: Kelly F. Hickel
> > Sent: Monday, December 05, 2005 12:39 PM
> > To: 'Jesse Vincent'
> > Cc: Richard Ellis; Torsten Brumm; RT USERS
> > Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
Re:
> > statistics module)
> >
> > Sorry, just as I was writing, I was "summoned" to lunch! ;>
> >
> >
> > Anyhow, there's a ton of code cleanup (although there's certainly
more
> to
> > do).  The tables match the style of the rest of RT, the graph boxes
> have
> > been standardized and cleaned up. I added a spreadsheet download to
a
> > couple of the pages (waiting for feedback and a chance to
standardize
> > before I added the rest), the various boxes can be collapsed ala the
> rest
> > of RT. A number of incorrect behaviors have been corrected (e.g.
"See
> > Weekends" isn't broken any more), it was packaged with RTx, so
there's
> an
> > installer.  Just more yummy goodness for the same price!
> >
> > There may be some more details in the readme (which is also posted
at
> the
> > wiki).
> >
> > I was going to put up some screenshots, but I don't have an instance
> with
> > much good data in it (we still haven't switched our support team to
RT
> 
> > from bugzilla yet). Rik, can you come up with some postable
> screenshots?
> >
> >
> > --
> >
> > Kelly F. Hickel
> > Senior Software Architect
> > MQSoftware, Inc
> > 952.345.8677
> > kfh at mqsoftware.com
> >
> >
> > > -----Original Message-----
> > > From: Jesse Vincent [mailto:jesse at bestpractical.com]
> > > Sent: Monday, December 05, 2005 11:51 AM
> > > To: Kelly F. Hickel
> > > Cc: Richard Ellis; Torsten Brumm; RT USERS
> > > Subject: Re: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
> Re:
> > > statistics module)
> > >
> > >
> > >
> > >
> > > On Mon, Dec 05, 2005 at 11:40:50AM -0600, Kelly F. Hickel wrote:
> > > > OK, I've just updated the wiki and put the new package on the
> > anonymous
> > > > ftp site. (see
> > > > http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).
> > > >
> > > > Statistics is now RTx::Statistics and comes with an installer.
> > > >
> > > > Give it a try (if you feel brave, if you're less brave, wait a
> week or
> > > > so!).
> > > >
> > >
> > > What's new in the new version?
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> 
> ____________________________________________________________
> This message has been checked for all known viruses by Messagelabs.
> 
> ____________________________________________________________
> This message may contain legally privileged or confidential
> information and is therefore addressed to the named persons only.
> The recipient should inform the sender and delete this message,
> if he/she is not named as addressee.
> The sender disclaims any and all liability for the integrity
> and punctuality of this message.
> The sender has activated an automatic virus scanning by
> Messagelabs, but does not guarantee the virus free
> transmission of this message.



From kfh at mqsoftware.com  Tue Dec  6 08:27:44 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 6 Dec 2005 07:27:44 -0600
Subject: Announcing RTx::Statistics v0.1.6 (was RE:
	[rt-users]Re:statistics module)
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE40@mailservermn.mqsoftware.com>

To avoid confusion (too late), I've copied the RC1 file
(Statistics_0.1.6_RC1.tgz) to  Statistics_0.1.6.tgz, the contents are
identical.

-- 

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


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel
> Sent: Tuesday, December 06, 2005 7:25 AM
> To: Florian Hochstrasser; Jesse Vincent
> Cc: RT USERS; Richard Ellis
> Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-
> users]Re:statistics module)
> 
> My fault, I forgot to change the name of the archive, but that's the
> correct file.
> 
> 
> --
> 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: Florian Hochstrasser
[mailto:florian.hochstrasser at swisslog.com]
> > Sent: Tuesday, December 06, 2005 2:30 AM
> > To: Kelly F. Hickel; Jesse Vincent
> > Cc: RT USERS; Richard Ellis
> > Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
> > Re:statistics module)
> >
> > Hi all
> >
> > I can only see 0.1.6RC1 at ftp://anonftp.mqsoftware.com/kfh/RT/.
Where
> > has 0.1.6 gone? Does anybody have a link?
> >
> >
> > TIA, Florian
> >
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly
> F.
> > Hickel
> > Sent: Montag, 5. Dezember 2005 19:42
> > To: Kelly F. Hickel; Jesse Vincent
> > Cc: RT USERS; Richard Ellis
> > Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
> > Re:statistics module)
> >
> > Oh, also, I should be moving it to CPAN in the next week, I'll just
> > update the wiki at that time, and probably leave it on my ftp site
for
> > another couple weeks.
> >
> > --
> >
> > Kelly F. Hickel
> > Senior Software Architect
> > MQSoftware, Inc
> > 952.345.8677
> > kfh at mqsoftware.com
> >
> >
> > > -----Original Message-----
> > > From: Kelly F. Hickel
> > > Sent: Monday, December 05, 2005 12:39 PM
> > > To: 'Jesse Vincent'
> > > Cc: Richard Ellis; Torsten Brumm; RT USERS
> > > Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
> Re:
> > > statistics module)
> > >
> > > Sorry, just as I was writing, I was "summoned" to lunch! ;>
> > >
> > >
> > > Anyhow, there's a ton of code cleanup (although there's certainly
> more
> > to
> > > do).  The tables match the style of the rest of RT, the graph
boxes
> > have
> > > been standardized and cleaned up. I added a spreadsheet download
to
> a
> > > couple of the pages (waiting for feedback and a chance to
> standardize
> > > before I added the rest), the various boxes can be collapsed ala
the
> > rest
> > > of RT. A number of incorrect behaviors have been corrected (e.g.
> "See
> > > Weekends" isn't broken any more), it was packaged with RTx, so
> there's
> > an
> > > installer.  Just more yummy goodness for the same price!
> > >
> > > There may be some more details in the readme (which is also posted
> at
> > the
> > > wiki).
> > >
> > > I was going to put up some screenshots, but I don't have an
instance
> > with
> > > much good data in it (we still haven't switched our support team
to
> RT
> >
> > > from bugzilla yet). Rik, can you come up with some postable
> > screenshots?
> > >
> > >
> > > --
> > >
> > > Kelly F. Hickel
> > > Senior Software Architect
> > > MQSoftware, Inc
> > > 952.345.8677
> > > kfh at mqsoftware.com
> > >
> > >
> > > > -----Original Message-----
> > > > From: Jesse Vincent [mailto:jesse at bestpractical.com]
> > > > Sent: Monday, December 05, 2005 11:51 AM
> > > > To: Kelly F. Hickel
> > > > Cc: Richard Ellis; Torsten Brumm; RT USERS
> > > > Subject: Re: Announcing RTx::Statistics v0.1.6 (was RE:
[rt-users]
> > Re:
> > > > statistics module)
> > > >
> > > >
> > > >
> > > >
> > > > On Mon, Dec 05, 2005 at 11:40:50AM -0600, Kelly F. Hickel wrote:
> > > > > OK, I've just updated the wiki and put the new package on the
> > > anonymous
> > > > > ftp site. (see
> > > > > http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).
> > > > >
> > > > > Statistics is now RTx::Statistics and comes with an installer.
> > > > >
> > > > > Give it a try (if you feel brave, if you're less brave, wait a
> > week or
> > > > > so!).
> > > > >
> > > >
> > > > What's new in the new version?
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> > http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> >
> > ____________________________________________________________
> > This message has been checked for all known viruses by Messagelabs.
> >
> > ____________________________________________________________
> > This message may contain legally privileged or confidential
> > information and is therefore addressed to the named persons only.
> > The recipient should inform the sender and delete this message,
> > if he/she is not named as addressee.
> > The sender disclaims any and all liability for the integrity
> > and punctuality of this message.
> > The sender has activated an automatic virus scanning by
> > Messagelabs, but does not guarantee the virus free
> > transmission of this message.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



From nadeem.shahbaz at prog.awpdc.com  Tue Dec  6 09:34:31 2005
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Tue, 06 Dec 2005 19:34:31 +0500
Subject: [rt-users] A Question !
Message-ID: <4395A177.7070904@prog.awpdc.com>

Hi List:
	is there any way to prevent RT to send attachments on mail notification
? will this be done using script ? as i didn't see such setting or
perhaps i am missing one !

Thanks,


PS. If there is a script kindly paste link or script itself :-)



From murphy at genome.chop.edu  Tue Dec  6 09:35:21 2005
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 06 Dec 2005 09:35:21 -0500
Subject: [rt-users] slow content queries
Message-ID: <4395A1A9.5040702@genome.chop.edu>

Kevin Murphy wrote:
 > I've noticed that content queries blindly search all
 > attachments, including non-text attachments.
 > Where would be the right spot to inject this additional
 > condition into the RT code?

To repeat: does anyone know the right spot in the RT code to apply a 
condition to all searches of content (attachments), such that the search 
would be restricted to attachments whose filename is NULL?

Thanks,
Kevin Murphy



From todd at chaka.net  Tue Dec  6 10:18:09 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 6 Dec 2005 10:18:09 -0500
Subject: [rt-users] A Question !
In-Reply-To: <4395A177.7070904@prog.awpdc.com>
References: <4395A177.7070904@prog.awpdc.com>
Message-ID: <20051206151809.GJ9195@chaka.net>

Configuration->Global->Templates->Correspondence

Remove the top line. Make sure to leave a blank line
at the top.

-Todd

On Tue, Dec 06, 2005 at 07:34:31PM +0500, Nadeem Shahbaz wrote:
> Hi List:
> 	is there any way to prevent RT to send attachments on mail notification
> ? will this be done using script ? as i didn't see such setting or
> perhaps i am missing one !
> 
> Thanks,
> 
> 
> PS. If there is a script kindly paste link or script itself :-)
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From Richard.Ellis at Sun.COM  Tue Dec  6 10:10:01 2005
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Tue, 06 Dec 2005 15:10:01 +0000
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
	statistics module)
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE1B@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE1B@mailservermn.mqsoftware.com>
Message-ID: <1133881800.29525.87.camel@sr1-egmp-15>

Hi,

I'll sort out some screenshots and upload to the Wiki page in the next
couple of days. I can get some from our dev server, which uses a data
cut from live. Data volume isn't massive, but it should demonstrate the
graphs etc.

Rik



On Mon, 2005-12-05 at 18:38, Kelly F. Hickel wrote:
> Sorry, just as I was writing, I was "summoned" to lunch! ;>
> 
> 
> Anyhow, there's a ton of code cleanup (although there's certainly more
> to do).  The tables match the style of the rest of RT, the graph boxes
> have been standardized and cleaned up. I added a spreadsheet download to
> a couple of the pages (waiting for feedback and a chance to standardize
> before I added the rest), the various boxes can be collapsed ala the
> rest of RT. A number of incorrect behaviors have been corrected (e.g.
> "See Weekends" isn't broken any more), it was packaged with RTx, so
> there's an installer.  Just more yummy goodness for the same price!
> 
> There may be some more details in the readme (which is also posted at
> the wiki).
> 
> I was going to put up some screenshots, but I don't have an instance
> with much good data in it (we still haven't switched our support team to
> RT from bugzilla yet). Rik, can you come up with some postable
> screenshots?
> 



From sturner at MIT.EDU  Tue Dec  6 10:37:52 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 06 Dec 2005 10:37:52 -0500
Subject: [rt-users] slow content queries
In-Reply-To: <4395A1A9.5040702@genome.chop.edu>
References: <4395A1A9.5040702@genome.chop.edu>
Message-ID: <6.2.1.2.2.20051206103712.0319ad58@po14.mit.edu>

At Tuesday 12/6/2005 09:35 AM, Kevin Murphy wrote:
>Kevin Murphy wrote:
> > I've noticed that content queries blindly search all
> > attachments, including non-text attachments.
> > Where would be the right spot to inject this additional
> > condition into the RT code?
>
>To repeat: does anyone know the right spot in the RT code to apply a 
>condition to all searches of content (attachments), such that the search 
>would be restricted to attachments whose filename is NULL?
>
>Thanks,
>Kevin Murphy

Kevin,

I sent a patch for this to the devel list on 11/28 - I think I copied you. 
Let me know if you didn't receive it.

Steve 



From todd at chaka.net  Tue Dec  6 11:16:13 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 6 Dec 2005 11:16:13 -0500
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
Message-ID: <20051206161613.GM9195@chaka.net>

I hate to say never, but scrips will never run from clicking
on the Reply link. Scrips run as a result of transactions being
created, and no transaction is created by clicking on Reply.

On Tue, Dec 06, 2005 at 09:33:02AM +0100, Leif Nixon wrote:
> OK, I thought I had some basic understanding of the scrip mechanism,
> but this is just weird...
> 
> I'm running RT 3.4.4 with fastcgi on an Apache 2.
> 
> I have a AutoTake scrip on the form "On Correspond User Defined with
> template Blank". That "User Defined" bit is a short Perl snippet that
> checks if the current ticket owner is Nobody, and if so, assigns the
> ticket to the current user. The entire snippet is located in the
> "Custom action preparation code" part of the scrip, which is perhaps
> not a good idea. (I'm including the Perl code at the end of this mail
> for the sake of completeness.)
> 
> I also have the standard "On Owner Change Notify Owner" scrip.
> 
> Now the strange thing: If a user clicks one of the "Reply" links in
> the history of an unowned ticket (on the ordinary Ticket/Display.html
> page), he gets a notification from the Owner Change scrip that he is
> now the owner of the ticket. Note that this is when he just clicks the
> "Reply" link, before he has actually entered a reply and updated the
> ticket!
> 
> Furthermore, if you at this point cancel the reply and return to the
> ticket display, it turns out that the ticket still is ownerless. It
> has in fact *not* been assigned to the user, but still the Owner
> Change scrip fired.
> 
> I have experimented with splitting the Perl code from the AutoTake
> scrip, so that the check for an ownerless ticket goes in the "action
> preparation" part, and the actual SetOwner() call goes in the "action
> cleanup" part, which seems to help, but I still don't understand the
> anomalous behaviour.
> 
> Could someone spread some light on this?
> 
> ------
> The code from the scrip:
> 
> my $ticket = $self->TicketObj;
> if ($ticket->OwnerObj->Id == $RT::Nobody->Id)  {
>   my $Actor = $self->TransactionObj->CreatorObj->Id;
>   if ($Actor != $ticket->OwnerObj->Id) {
>     $RT::Logger->info("Auto assign ticket #". $ticket->id ." to user #". $Actor );
> 
>     my ($status, $msg) = $ticket->SetOwner( $Actor );
>     unless( $status ) {
>       die "Error: $msg";
>     }
>   }
>   return( 1 );
> }
> else {
>     return(undef);
> }
> 
> -- 
> Leif Nixon                       -            Systems expert
> ------------------------------------------------------------
> ppNational Supercomputer Centre    -      Linkoping University
> ------------------------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From nixon at nsc.liu.se  Tue Dec  6 10:44:35 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Tue, 06 Dec 2005 16:44:35 +0100
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <20051206161613.GM9195@chaka.net> (Todd Chapman's message of
	"Tue, 6 Dec 2005 11:16:13 -0500")
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
	<20051206161613.GM9195@chaka.net>
Message-ID: <m3hd9m1b8c.fsf@nammatj.nsc.liu.se>

Todd Chapman <todd at chaka.net> writes:

> I hate to say never, but scrips will never run from clicking
> on the Reply link. Scrips run as a result of transactions being
> created, and no transaction is created by clicking on Reply.

Yes, I know. Unfortunately, RT doesn't.

At first, I didn't believe the report I got on this behaviour, but
then I managed to recreate it myself.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From rickr at rice.edu  Tue Dec  6 10:50:30 2005
From: rickr at rice.edu (Rick Russell)
Date: Tue, 06 Dec 2005 09:50:30 -0600
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
Message-ID: <4395B346.20502@rice.edu>



Leif Nixon wrote:
> Now the strange thing: If a user clicks one of the "Reply" links in
> the history of an unowned ticket (on the ordinary Ticket/Display.html
> page), he gets a notification from the Owner Change scrip that he is
> now the owner of the ticket. 

If true, that would actually be really cool. I'd love to be able to run
scrips that set up various things immediately when the user clicks the
"Reply", "Comment", etc links.

But, err, I don't have an answer to your question :-)

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: 254 bytes
Desc: OpenPGP digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051206/b1d51ddc/attachment.sig>

From todd at chaka.net  Tue Dec  6 11:31:39 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 6 Dec 2005 11:31:39 -0500
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
Message-ID: <20051206163139.GN9195@chaka.net>

Looking at your scrip, I don't think you should be calling die
from a scrip. You should log the error with $RT::Logger->error
and then return 0.

-Todd

On Tue, Dec 06, 2005 at 09:33:02AM +0100, Leif Nixon wrote:
> OK, I thought I had some basic understanding of the scrip mechanism,
> but this is just weird...
> 
> I'm running RT 3.4.4 with fastcgi on an Apache 2.
> 
> I have a AutoTake scrip on the form "On Correspond User Defined with
> template Blank". That "User Defined" bit is a short Perl snippet that
> checks if the current ticket owner is Nobody, and if so, assigns the
> ticket to the current user. The entire snippet is located in the
> "Custom action preparation code" part of the scrip, which is perhaps
> not a good idea. (I'm including the Perl code at the end of this mail
> for the sake of completeness.)
> 
> I also have the standard "On Owner Change Notify Owner" scrip.
> 
> Now the strange thing: If a user clicks one of the "Reply" links in
> the history of an unowned ticket (on the ordinary Ticket/Display.html
> page), he gets a notification from the Owner Change scrip that he is
> now the owner of the ticket. Note that this is when he just clicks the
> "Reply" link, before he has actually entered a reply and updated the
> ticket!
> 
> Furthermore, if you at this point cancel the reply and return to the
> ticket display, it turns out that the ticket still is ownerless. It
> has in fact *not* been assigned to the user, but still the Owner
> Change scrip fired.
> 
> I have experimented with splitting the Perl code from the AutoTake
> scrip, so that the check for an ownerless ticket goes in the "action
> preparation" part, and the actual SetOwner() call goes in the "action
> cleanup" part, which seems to help, but I still don't understand the
> anomalous behaviour.
> 
> Could someone spread some light on this?
> 
> ------
> The code from the scrip:
> 
> my $ticket = $self->TicketObj;
> if ($ticket->OwnerObj->Id == $RT::Nobody->Id)  {
>   my $Actor = $self->TransactionObj->CreatorObj->Id;
>   if ($Actor != $ticket->OwnerObj->Id) {
>     $RT::Logger->info("Auto assign ticket #". $ticket->id ." to user #". $Actor );
> 
>     my ($status, $msg) = $ticket->SetOwner( $Actor );
>     unless( $status ) {
>       die "Error: $msg";
>     }
>   }
>   return( 1 );
> }
> else {
>     return(undef);
> }
> 
> -- 
> Leif Nixon                       -            Systems expert
> ------------------------------------------------------------
> ppNational Supercomputer Centre    -      Linkoping University
> ------------------------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From nixon at nsc.liu.se  Tue Dec  6 11:02:08 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Tue, 06 Dec 2005 17:02:08 +0100
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <20051206163139.GN9195@chaka.net> (Todd Chapman's message of
	"Tue, 6 Dec 2005 11:31:39 -0500")
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
	<20051206163139.GN9195@chaka.net>
Message-ID: <m3acfe1af3.fsf@nammatj.nsc.liu.se>

Todd Chapman <todd at chaka.net> writes:

> Looking at your scrip, I don't think you should be calling die
> from a scrip. You should log the error with $RT::Logger->error
> and then return 0.

Thanks for the tip. I didn't really write that code myself, it was the
result of some serious cargo cult programming that has sort of
propagated through our RT servers... I'll definitely rewrite it.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From nixon at nsc.liu.se  Tue Dec  6 11:02:45 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Tue, 06 Dec 2005 17:02:45 +0100
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <4395B346.20502@rice.edu> (Rick Russell's message of "Tue, 06
	Dec 2005 09:50:30 -0600")
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395B346.20502@rice.edu>
Message-ID: <m34q5m1ae2.fsf@nammatj.nsc.liu.se>

Rick Russell <rickr at rice.edu> writes:

> Leif Nixon wrote:
>> Now the strange thing: If a user clicks one of the "Reply" links in
>> the history of an unowned ticket (on the ordinary Ticket/Display.html
>> page), he gets a notification from the Owner Change scrip that he is
>> now the owner of the ticket. 
>
> If true, that would actually be really cool.

Oh, you're welcome to try it.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From todd at chaka.net  Tue Dec  6 11:41:03 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 6 Dec 2005 11:41:03 -0500
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <4395B346.20502@rice.edu>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395B346.20502@rice.edu>
Message-ID: <20051206164103.GO9195@chaka.net>

On Tue, Dec 06, 2005 at 09:50:30AM -0600, Rick Russell wrote:
> 
> 
> Leif Nixon wrote:
> > Now the strange thing: If a user clicks one of the "Reply" links in
> > the history of an unowned ticket (on the ordinary Ticket/Display.html
> > page), he gets a notification from the Owner Change scrip that he is
> > now the owner of the ticket. 
> 
> If true, that would actually be really cool. I'd love to be able to run
> scrips that set up various things immediately when the user clicks the
> "Reply", "Comment", etc links.
> 
> But, err, I don't have an answer to your question :-)
> 

That could be done, but your RT server would get very busy
recording all those transactions and preparing and running
scrips.

Perhaps something more lightweight could be done, but that
is left as an exercise for the reader.

-Todd


From murphy at genome.chop.edu  Tue Dec  6 11:13:37 2005
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 06 Dec 2005 11:13:37 -0500
Subject: [rt-users] slow content queries
In-Reply-To: <6.2.1.2.2.20051206103712.0319ad58@po14.mit.edu>
References: <4395A1A9.5040702@genome.chop.edu>
	<6.2.1.2.2.20051206103712.0319ad58@po14.mit.edu>
Message-ID: <4395B8B1.20805@genome.chop.edu>

Stephen Turner wrote:

> At Tuesday 12/6/2005 09:35 AM, Kevin Murphy wrote:
>
>> does anyone know the right spot in the RT code to apply a condition 
>> to all searches of content (attachments), such that the search would 
>> be restricted to attachments whose filename is NULL?
>
> I sent a patch for this to the devel list on 11/28 - I think I copied 
> you. Let me know if you didn't receive it.

Steve,

Did that cover query builder searches also?  I thought it was just for 
normal ticket display.

-Kevin



From sturner at MIT.EDU  Tue Dec  6 11:09:57 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 06 Dec 2005 11:09:57 -0500
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m3hd9m1b8c.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
	<20051206161613.GM9195@chaka.net>
	<m3hd9m1b8c.fsf@nammatj.nsc.liu.se>
Message-ID: <6.2.1.2.2.20051206110651.03275500@po14.mit.edu>

At Tuesday 12/6/2005 10:44 AM, Leif Nixon wrote:
>Todd Chapman <todd at chaka.net> writes:
>
> > I hate to say never, but scrips will never run from clicking
> > on the Reply link. Scrips run as a result of transactions being
> > created, and no transaction is created by clicking on Reply.
>
>Yes, I know. Unfortunately, RT doesn't.
>
>At first, I didn't believe the report I got on this behaviour, but
>then I managed to recreate it myself.

If I remember correctly, the Modify screen does run the scrips (but doesn't 
commit them) in order to determine the list of email recipients at the 
bottom of the screen - this could be why your scrip is firing.

Steve 



From sturner at MIT.EDU  Tue Dec  6 11:47:03 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 06 Dec 2005 11:47:03 -0500
Subject: [rt-users] slow content queries
In-Reply-To: <4395B8B1.20805@genome.chop.edu>
References: <4395A1A9.5040702@genome.chop.edu>
	<6.2.1.2.2.20051206103712.0319ad58@po14.mit.edu>
	<4395B8B1.20805@genome.chop.edu>
Message-ID: <6.2.1.2.2.20051206114333.0326ba98@po14.mit.edu>

At Tuesday 12/6/2005 11:13 AM, Kevin Murphy wrote:
>Stephen Turner wrote:
>
>>At Tuesday 12/6/2005 09:35 AM, Kevin Murphy wrote:
>>
>>>does anyone know the right spot in the RT code to apply a condition to 
>>>all searches of content (attachments), such that the search would be 
>>>restricted to attachments whose filename is NULL?
>>
>>I sent a patch for this to the devel list on 11/28 - I think I copied 
>>you. Let me know if you didn't receive it.
>
>Steve,
>
>Did that cover query builder searches also?  I thought it was just for 
>normal ticket display.
>
>-Kevin

Ah no, sorry.

I haven't played with this, but if you look in Tickets_Overlay.pm there's a 
method called _TransLimit which seems to form the SQL clauses necessary for 
searching on transaction content. This would probably be the place to add 
the 'filename is null' condition so that it would be in effect for all 
ticket searches.

Steve


Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)




From nixon at nsc.liu.se  Tue Dec  6 11:54:54 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Tue, 06 Dec 2005 17:54:54 +0100
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <6.2.1.2.2.20051206110651.03275500@po14.mit.edu> (Stephen
	Turner's message of "Tue, 06 Dec 2005 11:09:57 -0500")
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
	<20051206161613.GM9195@chaka.net> <m3hd9m1b8c.fsf@nammatj.nsc.liu.se>
	<6.2.1.2.2.20051206110651.03275500@po14.mit.edu>
Message-ID: <m364q2jhcx.fsf@nammatj.nsc.liu.se>

Stephen Turner <sturner at MIT.EDU> writes:

> If I remember correctly, the Modify screen does run the scrips (but
> doesn't commit them) in order to determine the list of email
> recipients at the bottom of the screen - this could be why your scrip
> is firing.

Ah, that would explain it - at least if all the "prepare" actions are
run in the same context (since the AutoTake manages to trigger the
Owner Change scrip).

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From KFCrocker at lbl.gov  Tue Dec  6 12:31:42 2005
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Tue, 06 Dec 2005 09:31:42 -0800
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
Message-ID: <4395CAFE.4000908@lbl.gov>

Leif,

    Sounds to like since the code fired off the script notice first 
(also sounds like it assumes anyone who does a reply to an unowned 
ticket just volunteered to be the owner - quite an assumption), based on 
the clicking of the reply button, it's too late to take it back. It's 
gone, like a missle that has a pre-assigned destination and nothings 
gonna stop it ("it's too late, baby, it's just too late" - a la Carol 
King). Unless you change the sequence of the perl code (and for that 
matter find a way to remove the assumption) you're stuck. We like to 
keep the code as "untouched" as we can and just handle the problems like 
yours by doing what the doctor does (he says, "Then Don't do that").  
Sorry for the, perhaps, ill-timed humor, but with freeware, you get what 
you get.

Kenn

Leif Nixon wrote:

>OK, I thought I had some basic understanding of the scrip mechanism,
>but this is just weird...
>
>I'm running RT 3.4.4 with fastcgi on an Apache 2.
>
>I have a AutoTake scrip on the form "On Correspond User Defined with
>template Blank". That "User Defined" bit is a short Perl snippet that
>checks if the current ticket owner is Nobody, and if so, assigns the
>ticket to the current user. The entire snippet is located in the
>"Custom action preparation code" part of the scrip, which is perhaps
>not a good idea. (I'm including the Perl code at the end of this mail
>for the sake of completeness.)
>
>I also have the standard "On Owner Change Notify Owner" scrip.
>
>Now the strange thing: If a user clicks one of the "Reply" links in
>the history of an unowned ticket (on the ordinary Ticket/Display.html
>page), he gets a notification from the Owner Change scrip that he is
>now the owner of the ticket. Note that this is when he just clicks the
>"Reply" link, before he has actually entered a reply and updated the
>ticket!
>
>Furthermore, if you at this point cancel the reply and return to the
>ticket display, it turns out that the ticket still is ownerless. It
>has in fact *not* been assigned to the user, but still the Owner
>Change scrip fired.
>
>I have experimented with splitting the Perl code from the AutoTake
>scrip, so that the check for an ownerless ticket goes in the "action
>preparation" part, and the actual SetOwner() call goes in the "action
>cleanup" part, which seems to help, but I still don't understand the
>anomalous behaviour.
>
>Could someone spread some light on this?
>
>------
>The code from the scrip:
>
>my $ticket = $self->TicketObj;
>if ($ticket->OwnerObj->Id == $RT::Nobody->Id)  {
>  my $Actor = $self->TransactionObj->CreatorObj->Id;
>  if ($Actor != $ticket->OwnerObj->Id) {
>    $RT::Logger->info("Auto assign ticket #". $ticket->id ." to user #". $Actor );
>
>    my ($status, $msg) = $ticket->SetOwner( $Actor );
>    unless( $status ) {
>      die "Error: $msg";
>    }
>  }
>  return( 1 );
>}
>else {
>    return(undef);
>}
>
>  
>


From nixon at nsc.liu.se  Tue Dec  6 14:37:28 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Tue, 06 Dec 2005 20:37:28 +0100
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <4395CAFE.4000908@lbl.gov> (Ken Crocker's message of "Tue, 06
	Dec 2005 09:31:42 -0800")
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
Message-ID: <m3slt6hv9j.fsf@nammatj.nsc.liu.se>

Ken Crocker <KFCrocker at lbl.gov> writes:

>     Sounds to like since the code fired off the script notice first
> (also sounds like it assumes anyone who does a reply to an unowned
> ticket just volunteered to be the owner - quite an assumption)

Yes, that's our policy. And, coincidentally, this removes the need to
go to the web interface to take the ticket, and lets you stay in your
cozy mail reader. Works nicely for us.

> , based
> on the clicking of the reply button, it's too late to take it back.
> It's gone, like a missle that has a pre-assigned destination and
> nothings gonna stop it ("it's too late, baby, it's just too late" - a
> la Carol King). Unless you change the sequence of the perl code (and
> for that matter find a way to remove the assumption) you're stuck. We
> like to keep the code as "untouched" as we can and just handle the
> problems like yours by doing what the doctor does (he says, "Then
> Don't do that").  Sorry for the, perhaps, ill-timed humor, but with
> freeware, you get what you get.

I'm afraid I don't understand this paragraph. Perhaps you
misunderstood me; the strange thing is that a scrip fires at all when
you just click the "reply" link - that shouldn't create a transaction.
But Stephen's explanation seems to cover it.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From jesse at bestpractical.com  Tue Dec  6 14:39:13 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Dec 2005 14:39:13 -0500
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m3slt6hv9j.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
Message-ID: <20051206193913.GX18155@bestpractical.com>




On Tue, Dec 06, 2005 at 08:37:28PM +0100, Leif Nixon wrote:

Leif,

Is there a chance that you're running on MySQL with MyISAM tables
(rather than innodb tables)?

Jesse> 


From sturner at MIT.EDU  Tue Dec  6 14:47:26 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 06 Dec 2005 14:47:26 -0500
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m3slt6hv9j.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
Message-ID: <6.2.1.2.2.20051206144626.033378b8@po14.mit.edu>

Leif

I was wondering if moving the code to the 'Custom action cleanup code' 
section would solve the problem? You may also need to put "return 1;" into 
the Custom action prep section.


Steve



From robert_marier at mcad.edu  Tue Dec  6 16:10:50 2005
From: robert_marier at mcad.edu (Robert Marier)
Date: Tue, 06 Dec 2005 15:10:50 -0600
Subject: [rt-users] OSX, RT, Perl Oh My!
Message-ID: <4395FE5A.3040100@mcad.edu>

Greetings all.  I'm planning on installing the needed software packages
for RT on OSX via darwinports, as that seems to make the most sense.

* Question:
We already have Perl installed, but it's too old (v5.8.1).  It was not
installed via darwinports.  If I install the newer version, am I going
to cause any conflicts with the already installed version? Does the
prior version need to be removed? We currently run a stats package
(awstats) that makes use of Perl.  I'm mainly concerned about breaking
any applications, and making sure RT works properly (heh, who isn't right?).

Thanks in advance,

Robert


From beer at cmu.edu  Tue Dec  6 16:23:48 2005
From: beer at cmu.edu (beer)
Date: Tue, 6 Dec 2005 16:23:48 -0500 (EST)
Subject: [rt-users] Help with 2 issues
Message-ID: <2326.128.237.227.34.1133904228.squirrel@128.237.227.34>

Hello Folx

Hoping someone can help me with two issues:

1.  I cannot properly reply to email from RT.  Instead of parsing the id from the subject and adding to an existing ticket, it creates a new one.

I have set ReplyToTicket both on the queue and as a global right for requestor, owner, everyone, priv, and non-priv.  Not sure what else to look at for this point.

2.  I have added several RT::Logger->debug(msg) statements and have:

Set($LogToSysLog, 'debug');

in my RT_Siteconfig.pm, but I never get any output to the log.  I get other RT msgs just not the debug lines I have added.

Any help is appreciated.  I am really hoping I am missing something stupid. :)

thanks

-b




From steve.rieger at tbwachiat.com  Tue Dec  6 16:40:39 2005
From: steve.rieger at tbwachiat.com (Steve Rieger)
Date: Tue, 6 Dec 2005 16:40:39 -0500
Subject: [rt-users] OSX, RT, Perl Oh My!
In-Reply-To: <4395FE5A.3040100@mcad.edu>
References: <4395FE5A.3040100@mcad.edu>
Message-ID: <6EF7DF76-FD02-415E-BADD-64EA994B5D1E@tbwachiat.com>

i installed rt 3.4.4 from source on tiger with no issues,

you can install darwinports perl as it will install it into /opt/bin  
and the system perl is in /usr/bin

just use the cpan thats in /opt/bin and make sure to tell rt to use  
that one as well,

also you can more awstats to /opt/bin/perl as i dont believe that it  
has many dependecies, give it a shot it should work.


On Dec 6, 2005, at 4:10 PM, Robert Marier wrote:

> Greetings all.  I'm planning on installing the needed software  
> packages
> for RT on OSX via darwinports, as that seems to make the most sense.
>
> * Question:
> We already have Perl installed, but it's too old (v5.8.1).  It was not
> installed via darwinports.  If I install the newer version, am I going
> to cause any conflicts with the already installed version? Does the
> prior version need to be removed? We currently run a stats package
> (awstats) that makes use of Perl.  I'm mainly concerned about breaking
> any applications, and making sure RT works properly (heh, who isn't  
> right?).
>
> Thanks in advance,
>
> Robert
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media  
> at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/ 
> training.html
>
>















--
Steve Rieger
Cell      310 339 4355
AIM      chozrim
Yahoo riegersteve
ICQ 53956607

if ((light eq dark) && (dark eq light)
    && ($blaze_of_night{moon} == black_hole)
    && ($ravens_wing{bright} == $tin{bright})){
  my $love = $you = $sin{darkness} + 1;
};



I had the blues because I had no shoes until upon the street, I met a  
man who had no feet.

Biker Blue






From trask at lyris.com  Tue Dec  6 17:29:58 2005
From: trask at lyris.com (Trask Rogers)
Date: Tue, 6 Dec 2005 14:29:58 -0800
Subject: [rt-users] ScripActionObj question
Message-ID: <P5904T3048C28540@mx1.corp.lyris.com>

I see that something has been changed related to the "ScripActionObj" 
in 3.4.3.  I just upgraded to 3.4.4 from 3.4.2 and now a custom script 
we use (utilizing rt-crontool) is failing.  It dies in 
lib/RT/Action/SendEmail.pm when forming the Message-ID header.

The problem is that $self->ScripActionObj is undefined.  

Why would this start happening now?  I have spent a good bit of time 
trying to figure out the program flow to bring me to this point...  The 
particular email that is being triggered here is the result of a scrip 
that runs when a ticket is set to resolved and the requestor is to be 
notified.  I do not seem to be seeing this error at any other time -- 
even in other cases where this "Notify Requestor when Resolved" scrip 
runs (say, when you manually close the ticket through the web 
interface). 

Any pointers as to how to debug this would be helpful.  More 
specifically, which object has the responsibility of setting the 
ScripActionObj and is it allowed to be undefined?

TIA

Trask
Technical Support Engineer



From ronn at emm.org  Tue Dec  6 18:35:11 2005
From: ronn at emm.org (Ronald Nissley)
Date: Tue, 6 Dec 2005 18:35:11 -0500
Subject: [rt-users] RT 3.4.4 and Sendmail 8.13.4 Masquerading?
Message-ID: <FBA9F087D7D7F74FBC5E71416F5B59A80198F9D0@mail1.EMM.ORG>

I am running RT3.4.4 & Sendmail 8.13.4 on Fedora Core 4. I can send mail
to rt at rt.mydomain.tld (general queue) and generally
rt-queuename at rt.mydomain.tld. rt.mydomain.tld is a CNAME record pointing
to realhostname.mydomain.tld. For outgoing mail (mail sent from RT), the
sender address is in the form rt-queuename at realhostname.mydomain.tld. If
I view the header, Return-Path: is set to
apache at realhostname.mydomain.tld, and at some other point in the header
is 'Received: (from apache at localhost)'. I want the sender/reply-to
addresses to be rt-queuename at rt.mydomain.tld.

I'm not sure if this involves Sendmail only configuration or tweaking RT
or both. I'm just starting to dig (scrape is more accurate) into
Sendmail.

Tips or suggestions are appreciated.

 

Thank you,

 

Ronald Nissley

_____________________________

|                                                 |

|  Friends don't let friends do AOL.|

|____________________________|

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051206/2acc9ffe/attachment.htm>

From matthew at sorbs.net  Tue Dec  6 23:25:25 2005
From: matthew at sorbs.net (Matthew Sullivan)
Date: Wed, 07 Dec 2005 15:25:25 +1100
Subject: [rt-users] RTFM 2.2.0RC1
In-Reply-To: <20051203235202.GT18155@bestpractical.com>
References: <20051202234217.GN18155@bestpractical.com>
	<43921B28.4080907@sorbs.net> <20051203235202.GT18155@bestpractical.com>
Message-ID: <43966435.9060509@sorbs.net>

Jesse Vincent wrote:

>>'make' seems to install half the necessary, whereas 'make install' (as 
>>documented) seems to install the rest.  Might be worth noting in the 
>>doco that 'make' will install a non working version.
>>    
>>
>
>Where did we suggest you type "make" and what files did "make" install?
>The docs tell you to
>
>	perl Makefile.PL
>	make install
>	make initdb
>  
>
FreeBSD ports... usual practice is

cd /usr/port/*/<portname>
make
make install

Having install RT that way and coming back to RTFM 2.0.4 I looked in the 
README and it says just 'make install' however by force of habit I typed 
'make' and noticed that it called install, so figured that it is just a 
shortcut ... big mistake...  All I am saying, it might be worth 
mentioning that 'make' will not install/do everything needed for a first 
time install.

>>Also the RTFM installation really had provlems - lots of 'Unable to load 
>>errors X from DBIx::Searchbuilder....' errors... upgrading all the perl 
>>modules fixed it and now it works fine...
>>    
>>
>
>Do you have a log of them? That would really help in tracking this down.
>  
>
No but all the errors we unable to AUTOLOAD errors.'cannot find module' 
etc...

Regards,

Mat


From rekha at medemass.com  Wed Dec  7 00:11:39 2005
From: rekha at medemass.com (Rekha Varghese)
Date: Wed, 7 Dec 2005 07:11:39 +0200
Subject: [rt-users] Configuring Apache help!
Message-ID: <14B46437689E59438B002B1890DCFC434B24B5@rvpmail.dhsolutions.local>

Hey, did you manage to solve your problem? I had the same issue an it
isnt resolved as yet. I've even updated perl using yum. 


Rekha
Development
Med-e-Mass (Pty) Ltd
PO Box 7045, Halfway House, 1685
Tel: n/a
Fax: n/a
Cell: 0832391913
E-mail: rekha at medemass.com
Web: www.medemass.com

This e-mail is subject to an e-mail disclaimer. 
To read our e-mail disclaimer notice go to:
http://www.dhsolutions.co.za/disclaimer/email/
Alternatively please contact us on +27 11 265 5400

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew
Kerich
Sent: 24 November 2005 19:50 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Configuring Apache help!

Hi all,
I would like to install RT on my linux box. When i configure Opera i get
this error:

You're almost there!
You haven't yet configured your webserver to run RT. You appear to have
installed RT's web interface correctly, but haven't yet configured your
web server to "run" the RT server which powers the web interface. The
next step is to edit your webserver's configuration file to instruct it
to use RT's mod_perl, fastcgi or speedycgi handler. If you need
commercial support, please contact us at sales at bestpractical.com

Any help would be appreciated!!

--
Using Opera's revolutionary e-mail client: http://www.opera.com/mail/
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From moflo1 at hotmail.com  Wed Dec  7 00:47:33 2005
From: moflo1 at hotmail.com (MOFLO -)
Date: Tue, 06 Dec 2005 21:47:33 -0800
Subject: [rt-users] Can't use string ("1133933987") as an ARRAY...
Message-ID: <BAY108-F18ED3EDA107207D80F8FCA99430@phx.gbl>

Anyone experiencing this error or any ideas on how to resolve it???

Thanks!

error:  Can't use string ("1133933987") as an ARRAY ref while "strict refs" 
in use at 
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi/Time/HiRes.pm line 
43.

context:  ...
39:  sub tv_interval {
40:  # probably could have been done in C
41:  my ($a, $b) = @_;
42:  $b = [gettimeofday()] unless defined($b);
43:  (${$b}[0] - ${$a}[0]) + ((${$b}[1] - ${$a}[1]) / 1_000_000);
44:  }
45:
46:  # Autoload methods go after =cut, and are processed by the autosplit 
program.
47:
...

code stack:  
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi/Time/HiRes.pm:43
/var/www/rt3/Elements/Footer:67
/var/www/rt3/Elements/Login:116
/var/www/rt3/autohandler:221




From rekha at medemass.com  Wed Dec  7 01:59:15 2005
From: rekha at medemass.com (Rekha Varghese)
Date: Wed, 7 Dec 2005 08:59:15 +0200
Subject: [rt-users] Problems installing rt
Message-ID: <14B46437689E59438B002B1890DCFC434B24CF@rvpmail.dhsolutions.local>




I've started from scratch and now I get the following problem in the
apache error log:
[Wed Dec 07 08:45:39 2005] [error] Can't locate Apache2/Response.pm in
@INC (@INC contains:
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi/usr/lib/perl5/sit
e_perl/5.8.5/i386-
linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/
site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6
/usr/lib/perl5/
site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4
/usr/lib/perl5/site_perl/5.8.3 /usr/lib/
perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/
vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-
thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/
vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl/5.8.4
/usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.6/
i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /usr/local/apache2) at
/usr/lib/
perl5/5.8.6/CGI.pm line 184.\nCompilation failed in require at
/usr/local/apache2
/htdocs/rt/bin/webmux.pl line 56.\nBEGIN failed--compilation aborted at
/usr/local
/apache2/htdocs/rt/bin/webmux.pl line 56.\nCompilation failed in require
at (eval 2) line 1.\n

Can't load Perl file: /usr/local/apache2/htdocs/rt/bin/webmux.pl for
server rekha99.local.com:0, exiting...

My httpd.conf file is as follows:


<VirtualHost *:80>

Alias /rt /usr/local/apache2/htdocs/rt/share/html

ServerName rekha99.local.com

ErrorLog logs/rekha.local-error_log

CustomLog logs/rekha.local-access_log common

PerlModule Apache2::compat

PerlModule Apache2::DBI

PerlRequire /usr/local/apache2/htdocs/rt/bin/webmux.pl

<Directory /usr/local/apache2/htdocs/rt/share/html>

AllowOverride All

Options ExecCGI FollowSymLinks

<IfModule mod_access.c>

Order allow,deny

Allow from all

</IfModule>

</Directory>

<Location /rt>

RewriteEngine On

RedirectMatch permanent (.*)/$ http://rekha99.local.com$1/index.html

AddDefaultCharset UTF-8

SetHandler perl-script

PerlHandler RT::Mason

</Location>

 

</VirtualHost>



Rekha
Development
Med-e-Mass (Pty) Ltd
PO Box 7045, Halfway House, 1685
Tel: n/a
Fax: n/a
Cell: 0832391913
E-mail: rekha at medemass.com
Web: www.medemass.com

This e-mail is subject to an e-mail disclaimer.
To read our e-mail disclaimer notice go to:
http://www.dhsolutions.co.za/disclaimer/email/
Alternatively please contact us on +27 11 265 5400

-----Original Message-----
From: Rekha Varghese
Sent: 18 November 2005 08:47 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Problems installing rt

When I used the apache that came with Fedora 4 I had to upgrade to
mod_perl2 since it gave an error. I could find apxs so I installed
Apache2 on the box, but I cant seem to uninstall the original. I don't
know whether this will cause a problem since I go to the relevant
directory to execute Apache2. But since I am clueless I have sent the
two conf files.

The first is taken from the orignal httpd.conf:
ServerName rekha99
UseCanonicalName on
DocumentRoot "/var/www/html"
#
# Virtual hosts
#

# Virtual host Virtual Host 0
<VirtualHost localhost>
        DocumentRoot /opt/rt3/share/html
              
        ServerName rekha99
              
        DirectoryIndex index.html index.htm index.shtml
      
        #Alias /rt3 /opt/rt3/share/html
      
        #Applies to Apache2
        #PerlModule Apache2 Apache::compat
      
        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl

        <Directory /opt/rt3/share/html>
                AllowOverride All
                Options ExecCGI FollowSymLinks
                <IfModule mod_access.c>
                        Order allow,deny
                        Allow from all
                </IfModule>
        </Directory>
      

        DirectoryIndex index.html
      
       
        <Location />
                RewriteEngine On
                RedirectMatch permanent (.*)/$ $1/index.html
                AddDefaultCharset UTF-8
                SetHandler perl-script
                PerlHandler RT::Mason
        </Location>
              
        LogLevel debug

</VirtualHost>



The second is from the reinstalled Apache2 httpd.conf:
ServerRoot "/usr/local/apache2"
NameVirtualHost 127.0.0.1
NameVirtualHost 198.168.155.5:80

#
# VirtualHost example:
# Almost any Apache directive may go into a VirtualHost container.
# The first VirtualHost section is used for requests without a known #
server name.
#
#<VirtualHost *:80>
#    ServerAdmin webmaster at dummy-host.example.com
#    DocumentRoot /www/docs/dummy-host.example.com
#    ServerName dummy-host.example.com
#    ErrorLog logs/dummy-host.example.com-error_log
#    CustomLog logs/dummy-host.example.com-access_log common
#</VirtualHost>
      
      

<VirtualHost 127.0.0.1>
        ServerName localhost
        DocumentRoot "/usr/local/apache2/htdocs"
        <Directory "/usr/local/apache2/htdocs">
                Options Indexes FollowSymLinks
                AllowOverride None
                Order allow,deny
                Allow from all
        </Directory>

</VirtualHost>

<VirtualHost 198.168.155.5:80>
        DocumentRoot "/opt/rt3/share/html"
        ServerName lekker
</VirtualHost>

<VirtualHost 198.168.155.5>
        ServerName lekker
        #DocumentRoot "/opt/rt3/share/html"
        Alias /rt3 "/opt/rt3/share/html"

        PerlModule Apache2 Apache::compat
        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        <Directory /opt/rt3/share/html>
                AllowOverride All
                Options ExecCGI FollowSymLinks
                <IfModule mod_access.c>
                        Order allow,deny
                        Allow from all
                </IfModule>
        </Directory>
        <Location /rt3>
                RewriteEngine On
                RedirectMatch permanent (.*)/$ $1/index.html
                AddDefaultCharset UTF-8
                SetHandler perl-script
                PerlHandler RT::Mason
        </Location>

</VirtualHost>


-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net]
Sent: 18 November 2005 08:51 AM
To: Rekha Varghese
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problems installing rt

Please post httpd.conf

On Fri, Nov 18, 2005 at 07:56:50AM +0200, Rekha Varghese wrote:
> Hi,
>
> > I've followed the installation guide but cannot seem to overcome the
> > following problem:
> >
> > "You haven't yet configured your webserver to configure to run
RT...."
> Somehow Apache still looks in the htdoc directory for rt3... I've even
> tried moving it but the same problem occurs.
>
> > I'm using Apache2 on a Fedora 4.
> >
> > Any help is appreciated.
> >
> > Rekha
> > Development
> > Med-e-Mass (Pty) Ltd
> > PO Box 7045, Halfway House, 1685
> > Tel: n/a
> > Fax: n/a
> > Cell: 0832391913
> > E-mail: rekha at medemass.com
> > Web: www.medemass.com
> >
> > This e-mail is subject to an e-mail disclaimer.
> > To read our e-mail disclaimer notice go to:
> > http://www.dhsolutions.co.za/disclaimer/email/
> > Alternatively please contact us on +27 11 265 5400
> >

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html




-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051207/e962ffdb/attachment.htm>

From JoopvandeWege at mococo.nl  Wed Dec  7 02:37:04 2005
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 07 Dec 2005 08:37:04 +0100
Subject: [rt-users] RTFM 2.2.0RC1
In-Reply-To: <20051207065800.CBC024D8286@diesel.bestpractical.com>
References: <20051207065800.CBC024D8286@diesel.bestpractical.com>
Message-ID: <20051207082250.E496.JOOPVANDEWEGE@mococo.nl>

Hi All,

On the subject of installing RTFM 2.2.0RC1 I have problems too.
I'm currently trying to get all extension into a demo RT environment
that is using SQLite and standalone_httpd so that I have everything in a
single directory.
I'm already using RTFM 2.1.37 in a test setup together with RT-3.4.3
which is working fine, it has been a continuing upgrade since 2.04.
I used SQL::Translator to get a schema.SQLite from schema.mysql. It is
installed properly into the demo SQLite database. When wanted to add a
couple of customfields for use with RTFM I noticed that I could't select
'RTFM articles' from the pulldown menu in http://localhost:808/rt3/Admin/CustomFields/Modify.html?id=62
The others types are available (Tickets,Groups,Users,Ticket
Transactions,Assets).
OK back again to a clean install of RT-3.4.5pre1 and try again. Had a
look at the schema.* files from RTFM 2.2.0RC1 and saw only 4 tables in
there. In RTFM 2.0.4 there are quite a few more and if I look at
etc/upgrade/2.1.0 only 2 tables get added and in etc/upgrade/2.1.30 none
get added but there is a column change for Oracle only.
So if I have a blank install of RT and I add a new install of RTFM
2.2.0RC1 it can't work. This is confirmed by the log of RT which
complains of missing customfields when admining RTFM.

Are there more people who tried from a cleanslate and found this or I'm
the only and therefore likely to make a mistake?

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From jesse at bestpractical.com  Wed Dec  7 02:41:11 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Dec 2005 02:41:11 -0500
Subject: [rt-users] RTFM 2.2.0RC1
In-Reply-To: <20051207082250.E496.JOOPVANDEWEGE@mococo.nl>
References: <20051207065800.CBC024D8286@diesel.bestpractical.com>
	<20051207082250.E496.JOOPVANDEWEGE@mococo.nl>
Message-ID: <20051207074111.GL18155@bestpractical.com>




> OK back again to a clean install of RT-3.4.5pre1 and try again. Had a
> look at the schema.* files from RTFM 2.2.0RC1 and saw only 4 tables in
> there. In RTFM 2.0.4 there are quite a few more and if I look at
> etc/upgrade/2.1.0 only 2 tables get added and in etc/upgrade/2.1.30 none
> get added but there is a column change for Oracle only.
> So if I have a blank install of RT and I add a new install of RTFM
> 2.2.0RC1 it can't work. 

RTFM should only have a few tables now. We've removed most of them and
replaced em with equivalents from core RT.

> This is confirmed by the log of RT which
> complains of missing customfields when admining RTFM.
> 
> Are there more people who tried from a cleanslate and found this or I'm
> the only and therefore likely to make a mistake?
> 
> Joop
> 
> -- 
> Joop van de Wege <JoopvandeWege at mococo.nl>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From JoopvandeWege at mococo.nl  Wed Dec  7 03:25:13 2005
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 07 Dec 2005 09:25:13 +0100
Subject: [rt-users] RTFM 2.2.0RC1
In-Reply-To: <20051207074111.GL18155@bestpractical.com>
References: <20051207082250.E496.JOOPVANDEWEGE@mococo.nl>
	<20051207074111.GL18155@bestpractical.com>
Message-ID: <20051207091908.E49A.JOOPVANDEWEGE@mococo.nl>


On Wed, 7 Dec 2005 02:41:11 -0500
Jesse Vincent <jesse at bestpractical.com> wrote:

> 
> 
> 
> > OK back again to a clean install of RT-3.4.5pre1 and try again. Had a
> > look at the schema.* files from RTFM 2.2.0RC1 and saw only 4 tables in
> > there. In RTFM 2.0.4 there are quite a few more and if I look at
> > etc/upgrade/2.1.0 only 2 tables get added and in etc/upgrade/2.1.30 none
> > get added but there is a column change for Oracle only.
> > So if I have a blank install of RT and I add a new install of RTFM
> > 2.2.0RC1 it can't work. 
> 
> RTFM should only have a few tables now. We've removed most of them and
> replaced em with equivalents from core RT.
Good morning to you too ;-)

I have replaced the RT3.4.5pre1 with RT3.4.5rc2 and things are OK. Sorry
should have done that in the first place but haven't had problems sofar
between RT versions and RTFM.

BTW, the drop_schema.* files are not correct yet, contains way to many
tables.
Which leads to another question: is it possible to drop the old RTFM,
now unused, tables?

Are you interested in the schema.SQLite?

Thanks for the quick reply,

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From jesse at bestpractical.com  Wed Dec  7 03:39:37 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Dec 2005 03:39:37 -0500
Subject: [rt-users] RTFM 2.2.0RC1
In-Reply-To: <20051207091908.E49A.JOOPVANDEWEGE@mococo.nl>
References: <20051207082250.E496.JOOPVANDEWEGE@mococo.nl>
	<20051207074111.GL18155@bestpractical.com>
	<20051207091908.E49A.JOOPVANDEWEGE@mococo.nl>
Message-ID: <20051207083937.GN18155@bestpractical.com>




> Good morning to you too ;-)

'Morning. Thanks :) I should probably sleep soon.

> 
> I have replaced the RT3.4.5pre1 with RT3.4.5rc2 and things are OK. Sorry
> should have done that in the first place but haven't had problems sofar
> between RT versions and RTFM.

Oh. That's good to hear.

> BTW, the drop_schema.* files are not correct yet, contains way to many
> tables.
> Which leads to another question: is it possible to drop the old RTFM,
> now unused, tables?

Once you run the migration script, yes.

>
> Are you interested in the schema.SQLite?

Sure!

Thanks,
Jesse


From nixon at nsc.liu.se  Wed Dec  7 03:52:20 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Wed, 07 Dec 2005 09:52:20 +0100
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <20051206193913.GX18155@bestpractical.com> (Jesse Vincent's
	message of "Tue, 6 Dec 2005 14:39:13 -0500")
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
	<20051206193913.GX18155@bestpractical.com>
Message-ID: <m364q1i917.fsf@nammatj.nsc.liu.se>

Jesse Vincent <jesse at bestpractical.com> writes:

> Is there a chance that you're running on MySQL with MyISAM tables
> (rather than innodb tables)?

All tables except "sessions" are InnoDB. MySQL 4.1.12, everything
created through "make initialize-database", and no fiddling since
then.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From hwagener at hamburg.fcb.com  Wed Dec  7 03:54:45 2005
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 7 Dec 2005 09:54:45 +0100
Subject: [rt-users] extremely slow rt response, query hanging
Message-ID: <49037251-302A-4A7C-AB63-1B0A42DE6B48@hamburg.fcb.com>

Hello,
One of our users constructed a search on our RT 3.2.2 instance which  
is slowing the system down quite a lot:

SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions  
Transactions_1, Attachments Attachments_2  WHERE ((main.EffectiveId =  
main.id)) AND ((main.Status != 'deleted')) AND ((main.Type =  
'ticket')) AND ((main.Subject LIKE '%Performance%')OR  
( (Attachments_2.Content LIKE '%Performance%')AND 
(Attachments_2.TransactionId = Transactions_1.id)AND(main.id =  
Transactions_1.Ticket) ) )

I have the feeling that 'something' in there is less than ideal, and  
would like to get some input by you folks as to what can be done to  
speed that up (I found two queries like this hogging the cpu for 200  
hours.

The database is MySQL 4.0.24. I updated DBIx::Searchbuilder to  
version 1.33 from 1.27, with no difference in results. The database  
contains roughly 2400 tickets.

Any help is appreciated.

Regards,
     Harald

-- 
Harald Wagener
Technischer Leiter

Foote Cone & Belding
FCB Wilkens
An der Alster 42
20099 Hamburg
Germany

T: +49 (0)40 2881 1252
F: +49 (0)40 2881 1217
hwagener at hamburg.fcb.com
http://www.footeconebelding.de


From tob at brummix.de  Wed Dec  7 05:30:29 2005
From: tob at brummix.de (Torsten Brumm)
Date: Wed, 07 Dec 2005 11:30:29 +0100
Subject: [rt-users] Template Question
In-Reply-To: <m3slt6hv9j.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
Message-ID: <4396B9C5.40604@brummix.de>

Hi RT Users,

i have a problem with a Template and i hope someone has a good idea.

Let me explain shortly the situation and what i have tried till now.

I have to Queues: CR:ROBOT and CR:ROBOT-AUTH

These Queues are needed to implement Robot Jobs, but not everybody is 
allowed to create a Ticket at the CR:ROBOT.

I have created a procmail Filter, that figures out if the Requestor is 
allowed to open a Ticket and if not, the mail will be redirected to the 
CR:ROBOT-AUTH Queue.

So far all works fine. But now i need the following workflow.

- The Ticktes from the CR:ROBOT-AUTH Queue will be handled by a Group of 
users and if they say: OK you can do this change, they guys will move 
the Ticket to the CR:ROBOT Queue

Now i have created a Scrip/Template condition that triggers on a queue 
change with a special Template. The Scrip informs the Queue (CR:ROBOT) 
Watcher about the new Ticket and the Template should give the original 
Informations as Mail Content.

The Queue Watchers at this Queue don't have access to the RT, they only 
acting via Mail, so it is needed to give them the original Content from 
the first Request.

So far, so good, this is also working fine. But, the Requestor sends in 
each Case a attached word Dokument which MUST also be forwarded to the 
AdminCcs of the CR:ROBOT Queue - but this isn't working till now.

My Template looks like:

--

RT-Attach-Message: yes


{$Transaction->CreatedAsString}: Change Request {$Ticket->id} was acted 
upon.
Transaction: {$Transaction->Description} : This change is approved by 
Corporate IT
       Queue: {$Ticket->QueueObj->Name}
     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject 
given)"}
       Owner: {$Ticket->OwnerObj->Name}
  Requestors: {$Ticket->RequestorAddresses}
      Status: {$Ticket->Status}
 Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{ $Ticket->Transactions->First->Content; }

{ $Transaction->Attachments; } # i also have tried this: { 
$Ticket->$Transaction->Attachments; } without success

i have also tried the 
http://wiki.bestpractical.com/index.cgi?AddAttachmentLinksToMail scrips 
but they don't work at all...!? and they also only add the Attachment 
Link to the Mail but not the attachment.

Has anyone a idea??? I'm going crazy...

Thanks

Torsten




From ruslan.zakirov at gmail.com  Wed Dec  7 08:49:13 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 7 Dec 2005 16:49:13 +0300
Subject: [rt-users] extremely slow rt response, query hanging
In-Reply-To: <49037251-302A-4A7C-AB63-1B0A42DE6B48@hamburg.fcb.com>
References: <49037251-302A-4A7C-AB63-1B0A42DE6B48@hamburg.fcb.com>
Message-ID: <589c94400512070549k14d390f4wa9b36e531e7b72e8@mail.gmail.com>

The query is problem for ages :(
There is several solutions:
1) turn off search by attachment content;
2) enable this condition only when applied conditions limit result set
to the sane number of tickets(for example 1000);
3) add additional conditions automaticaly. it was suggested that when
people search in attachments content they always want search in the
text of the message (not in a files), so we could add additinal
conditions "Filename IS NULL AND ContentType = 'text/plain'" to this
condition. This is not final solution, but could be part of;
4) rework RT DB and split text attachments (really attachments which
RT parses and converts to UTF-8) from all attachments, this would
allow us to use FULLTEXT indexes, but it's task for future major
versions.


On 12/7/05, Harald Wagener <hwagener at hamburg.fcb.com> wrote:
> Hello,
> One of our users constructed a search on our RT 3.2.2 instance which
> is slowing the system down quite a lot:
>
> SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions
> Transactions_1, Attachments Attachments_2  WHERE ((main.EffectiveId =
> main.id)) AND ((main.Status != 'deleted')) AND ((main.Type =
> 'ticket')) AND ((main.Subject LIKE '%Performance%')OR
> ( (Attachments_2.Content LIKE '%Performance%')AND
> (Attachments_2.TransactionId = Transactions_1.id)AND(main.id =
> Transactions_1.Ticket) ) )
>
> I have the feeling that 'something' in there is less than ideal, and
> would like to get some input by you folks as to what can be done to
> speed that up (I found two queries like this hogging the cpu for 200
> hours.
>
> The database is MySQL 4.0.24. I updated DBIx::Searchbuilder to
> version 1.33 from 1.27, with no difference in results. The database
> contains roughly 2400 tickets.
>
> Any help is appreciated.
>
> Regards,
>      Harald
>
> --
> Harald Wagener
> Technischer Leiter
>
> Foote Cone & Belding
> FCB Wilkens
> An der Alster 42
> 20099 Hamburg
> Germany
>
> T: +49 (0)40 2881 1252
> F: +49 (0)40 2881 1217
> hwagener at hamburg.fcb.com
> http://www.footeconebelding.de
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From murphy at genome.chop.edu  Wed Dec  7 10:50:19 2005
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Wed, 07 Dec 2005 10:50:19 -0500
Subject: [rt-users] slow content queries
In-Reply-To: <6.2.1.2.2.20051206114333.0326ba98@po14.mit.edu>
References: <4395A1A9.5040702@genome.chop.edu>
	<6.2.1.2.2.20051206103712.0319ad58@po14.mit.edu>
	<4395B8B1.20805@genome.chop.edu>
	<6.2.1.2.2.20051206114333.0326ba98@po14.mit.edu>
Message-ID: <439704BB.5090103@genome.chop.edu>

Stephen Turner wrote:

> I haven't played with this, but if you look in Tickets_Overlay.pm 
> there's a method called _TransLimit which seems to form the SQL 
> clauses necessary for searching on transaction content. This would 
> probably be the place to add the 'filename is null' condition so that 
> it would be in effect for all ticket searches.
>
Thanks, Steve.  In lib/RT/Tickets_Overlay.pm, in function _TransLimit, I 
replaced:

       $self->_SQLLimit(
                        ALIAS         => $self->{_sql_trattachalias},
                        FIELD         => $field,
                        OPERATOR      => $op,
                        VALUE         => $value,
                        CASESENSITIVE => 0,
                        ENTRYAGGREGATOR => 'AND',
                        @rest
                       );

with this:

    if ($field eq 'Content') {
       $self->_SQLLimit(
                        ALIAS         => $self->{_sql_trattachalias},
                        FIELD         => 'Filename',
                        OPERATOR      => 'IS',
                        VALUE         => 'NULL',
                        SUBCLAUSE     => 'contentquery',
                        ENTRYAGGREGATOR => 'AND',
                       );
       $self->_SQLLimit(
                        ALIAS         => $self->{_sql_trattachalias},
                        FIELD         => $field,
                        OPERATOR      => $op,
                        VALUE         => $value,
                        CASESENSITIVE => 0,
                        @rest,
                        ENTRYAGGREGATOR => 'AND',
                        SUBCLAUSE     => 'contentquery',
                       );
    } else {
       $self->_SQLLimit(
                        ALIAS         => $self->{_sql_trattachalias},
                        FIELD         => $field,
                        OPERATOR      => $op,
                        VALUE         => $value,
                        CASESENSITIVE => 0,
                        ENTRYAGGREGATOR => 'AND',
                        @rest
                       );
    }

This change makes my content queries much faster, because it skips the 
enormous binary (and text, for that matter) file attachments when 
performing the ILIKE on Attachments.Content.  Note that I have little 
idea of what I'm doing (the DBIx::SearchBuilder documentation is not 
exactly complete), but the generated SQL seems OK.  I guess I should 
really put these changes in local/lib/RT/Tickets_Overlay.pm?

-Kevin Murphy



From sam.howard at gmxtechnologies.com  Wed Dec  7 11:00:18 2005
From: sam.howard at gmxtechnologies.com (sam.howard at gmxtechnologies.com)
Date: Wed, 07 Dec 2005 09:00:18 -0700
Subject: [rt-users] Requiring a custom field and subject for new tickets
In-Reply-To: <4396B9C5.40604@brummix.de>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
	<4395CAFE.4000908@lbl.gov>	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
	<4396B9C5.40604@brummix.de>
Message-ID: <43970712.90808@gmxtechnologies.com>

Hi.

I am trying to figure out how I can make a custom field *required* in 
order to process the Create Ticket.

I am pretty sure I can create some code that will not open the ticket if 
the custom fields are not filled in, but I don't know how to bounce it 
back _in front_ of the end user to let them know that it was not 
completed properly.

Same requirement goes for Subject ... it cannot be blank.

Any help would be greatly appreciated!

Thanks,
Sam


From purp at acm.org  Wed Dec  7 13:22:24 2005
From: purp at acm.org (Jim Meyer)
Date: Wed, 07 Dec 2005 10:22:24 -0800
Subject: [rt-users] Problems installing rt
In-Reply-To: <14B46437689E59438B002B1890DCFC434B24CF@rvpmail.dhsolutions.local>
References: <14B46437689E59438B002B1890DCFC434B24CF@rvpmail.dhsolutions.local>
Message-ID: <1133979744.7096.241.camel@balloon.pdi.com>

Hello!

On Tue, 2005-12-06 at 22:59, Rekha Varghese wrote:
> I've started from scratch and now I get the following problem in the
> apache error log:
> [Wed Dec 07 08:45:39 2005] [error] Can't locate Apache2/Response.pm in
> @INC 

Looks like some module or another depends on Apache2::Response and it's
not installed on your webserver. `cpan install Apache2::Response` should
probably take care of it, but be ready for more. 

Perhaps running `make testdeps` or `make fixdeps` in your RT source
directory would help identify (and fix) others, but you've likely
already done that.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From onkars at wolfram.com  Wed Dec  7 13:34:41 2005
From: onkars at wolfram.com (Onkar Singh)
Date: Wed, 07 Dec 2005 12:34:41 -0600
Subject: [rt-users] Help with 2 issues
In-Reply-To: <2326.128.237.227.34.1133904228.squirrel@128.237.227.34>
References: <2326.128.237.227.34.1133904228.squirrel@128.237.227.34>
Message-ID: <43972B41.9040704@wolfram.com>

Does Everyone has also the right to CreateTicket?
Also, does the reply was the RT number {$Ticket->id} in the subject?
-Onkar

beer wrote:

>Hello Folx
>
>Hoping someone can help me with two issues:
>
>1.  I cannot properly reply to email from RT.  Instead of parsing the id from the subject and adding to an existing ticket, it creates a new one.
>
>I have set ReplyToTicket both on the queue and as a global right for requestor, owner, everyone, priv, and non-priv.  Not sure what else to look at for this point.
>
>2.  I have added several RT::Logger->debug(msg) statements and have:
>
>Set($LogToSysLog, 'debug');
>
>in my RT_Siteconfig.pm, but I never get any output to the log.  I get other RT msgs just not the debug lines I have added.
>
>Any help is appreciated.  I am really hoping I am missing something stupid. :)
>
>thanks
>
>-b
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>  
>



From methos495 at gmail.com  Wed Dec  7 14:39:52 2005
From: methos495 at gmail.com (Ace Macleod)
Date: Wed, 7 Dec 2005 14:39:52 -0500
Subject: [rt-users] CLI issues from Web form
Message-ID: <71d409510512071139h1169b96g2decf4ca1ef1fc12@mail.gmail.com>

Hi,
I'm new to this mailing list so please forgive me if I'm a bit ignorant.
Ok, I have an issue with a web form I'm creating for our internal users.
I want to be able to allow internal users (who do not necessarily have
an account on RT)
to be able to send in a request using this form I created on our
intranet to us and automagically generate an RT Ticket.

Now here is what I do:
- I have a form that asks for general information plus a few custom
fields for a request that goes into a pre-specified queue
- I wrote a CGI to handle the request utilizing the CLI modules RT has
within its installation.
- A ticket gets created however, none of the custom fields are
inserted, my due-date isn't set and I get an error on the back-end
server:

-----------------------------
[Wed Dec 07 14:13:51 2005] [error] [client 10.3.46.87] [Wed Dec  7
19:13:51 2005] [error]: Scrip Commit 3 died. - Compilation error at
/usr/local/perl5.8.7/lib/site_perl/5.8.7/Mail/Mailer.pm line 245.,
referer: http://intranet2.detroitk12.org/admin/is/webRequest/
[Wed Dec 07 14:13:51 2005] [error] [client 10.3.46.87] 
(/opt/rt3/lib/RT/Scrip_Overlay.pm:515), referer:
http://intranet2.detroitk12.org/admin/is/webRequest/

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

I've checked my perl installation and the CPAN'd module to make sure
I've got the latest Mail::Mailer perl module.

Here is the code fragment I use when making the CLI call:

----------------------------
my $ticket = new RT::Ticket($CurrentUser);
my $ticket_body = MIME::Entity->build(Data => $body, Type => 'text/plain');
my %ticket_vals = ( Queue => 'Web',
		    Subject => "RT Web Request - $query->{requestSubject}",
		    Owner => 'Nobody',
		    Requestor => $query->{emailAddress},
		    InitialPriority => $query->{priority},
		    FinalPriority => '1',
		    Due => $dueDateTime,
		    'FullName' => $query->{fullName},
		    'Location' => $query->{location},
		    'SiteAddress' => $query->{siteAddress},
		    'PhoneNumber' => $query->{phoneNumber},
		    'FaxNumber' => $query->{faxNumber},
		    'RequestType' => $query->{requestType},
		    'EmailAddress' => $query->{emailAddress},
		    MIMEObj => $ticket_body,
		  );
my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals);
----------------------------

I ripped most of the code off of the CLIBasics chapter in the RT Documentation.

Can anyone help me please?
--
- Ace Macleod -
http://www.bandxusa.com
"If God has a master plan. That only he understands. I hope it's your
eyes he's seeing through."


From justin at cityfone.net  Wed Dec  7 16:06:54 2005
From: justin at cityfone.net (Justin Zygmont)
Date: Wed, 07 Dec 2005 13:06:54 -0800
Subject: [rt-users] interface customizations
Message-ID: <43974EEE.7010301@cityfone.net>

i'm wondering what files need to be edited in order to customize the 
interface for RT?  This would be a good feature for a wishlist, I don't 
see anything for that.

thanks..



From telemole at gmail.com  Wed Dec  7 17:13:17 2005
From: telemole at gmail.com (TeleMole)
Date: Wed, 7 Dec 2005 17:13:17 -0500
Subject: [rt-users] database initialization error
Message-ID: <cedb34f60512071413t1e149f38o18dd7758f9ad2ae3@mail.gmail.com>

Hey everyone,

I have scoured a little for this and found no answers as yet,

I am doing an installation of RT and have passed my 'make testdeps'
with flying colours, but when I run my 'make initialize-database' I
get the following error:

/usr/local/bin/perl: relocation error:
/usr/local/lib/perl5/site_perl/5.8.7/i686-linux/auto/DBD/mysql/mysql.so:
undefined symbol: mysql_init
make: *** [initialize-database] Error 127

I am using RHEL3 and mysql and as you can see perl 5.8.7

can anyone shed some light - I am at an impass until I can solve this one..

cheers, and thanks in advance.

Sean Daniels


From kfh at mqsoftware.com  Wed Dec  7 17:51:57 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 7 Dec 2005 16:51:57 -0600
Subject: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
	Re:statistics module)
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE66@mailservermn.mqsoftware.com>

Yep, per the email I sent earlier, I just copied the one to the other.
They're both the same, and have the correct comments.

If I can get it posted to CPAN next week, I may clear that up and one or
two other things and give it a new version number.  Not sure, depends on
how much time I'll have.

-Kelly

-----Original Message-----
From: Brendon Baumgartner [mailto:brendon at netcal.com] 
Sent: Wednesday, December 07, 2005 12:41 PM
To: Kelly F. Hickel
Cc: 'RT USERS'
Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
Re:statistics module)

I checked your ftp site for 0.16 and there is a 0.16 & 0.16RC1. Oddly,
both
have the same file size.

After trying 0.16, it shows RC1 in the version information.

tia

_BB

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F.
Hickel
Sent: Monday, December 05, 2005 10:39 AM
To: Jesse Vincent
Cc: RT USERS; Richard Ellis
Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
Re:statistics module)

Sorry, just as I was writing, I was "summoned" to lunch! ;>


Anyhow, there's a ton of code cleanup (although there's certainly more
to do).  The tables match the style of the rest of RT, the graph boxes
have been standardized and cleaned up. I added a spreadsheet download to
a couple of the pages (waiting for feedback and a chance to standardize
before I added the rest), the various boxes can be collapsed ala the
rest of RT. A number of incorrect behaviors have been corrected (e.g.
"See Weekends" isn't broken any more), it was packaged with RTx, so
there's an installer.  Just more yummy goodness for the same price!

There may be some more details in the readme (which is also posted at
the wiki).

I was going to put up some screenshots, but I don't have an instance
with much good data in it (we still haven't switched our support team to
RT from bugzilla yet). Rik, can you come up with some postable
screenshots?


-- 

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


> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Monday, December 05, 2005 11:51 AM
> To: Kelly F. Hickel
> Cc: Richard Ellis; Torsten Brumm; RT USERS
> Subject: Re: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
> statistics module)
> 
> 
> 
> 
> On Mon, Dec 05, 2005 at 11:40:50AM -0600, Kelly F. Hickel wrote:
> > OK, I've just updated the wiki and put the new package on the
anonymous
> > ftp site. (see
> > http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).
> >
> > Statistics is now RTx::Statistics and comes with an installer.
> >
> > Give it a try (if you feel brave, if you're less brave, wait a week
or
> > so!).
> >
> 
> What's new in the new version?

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

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html





From ruslan.zakirov at gmail.com  Wed Dec  7 18:22:21 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 02:22:21 +0300
Subject: [rt-users] A Question !
In-Reply-To: <4395A177.7070904@prog.awpdc.com>
References: <4395A177.7070904@prog.awpdc.com>
Message-ID: <589c94400512071522v54c83fa2g2f84a6d3cda91bd9@mail.gmail.com>

See RT-Attach-Message on the
http://wiki.bestpractical.com/index.cgi?Template page for more info.

On 12/6/05, Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com> wrote:
> Hi List:
>         is there any way to prevent RT to send attachments on mail notification
> ? will this be done using script ? as i didn't see such setting or
> perhaps i am missing one !
>
> Thanks,
>
>
> PS. If there is a script kindly paste link or script itself :-)
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 18:29:03 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 02:29:03 +0300
Subject: [rt-users] ScripActionObj question
In-Reply-To: <P5904T3048C28540@mx1.corp.lyris.com>
References: <P5904T3048C28540@mx1.corp.lyris.com>
Message-ID: <589c94400512071529k5bf07114nae57e4f46e49780a@mail.gmail.com>

On 12/7/05, Trask Rogers <trask at lyris.com> wrote:
> I see that something has been changed related to the "ScripActionObj"
> in 3.4.3.  I just upgraded to 3.4.4 from 3.4.2 and now a custom script
> we use (utilizing rt-crontool) is failing.  It dies in
> lib/RT/Action/SendEmail.pm when forming the Message-ID header.
Give us exactly error messages, our telepathic guessing module is
broken for a long time.
Also could you provide minimal code that demonstrate the problem you see?

>
> The problem is that $self->ScripActionObj is undefined.
>
> Why would this start happening now?  I have spent a good bit of time
> trying to figure out the program flow to bring me to this point...  The
> particular email that is being triggered here is the result of a scrip
> that runs when a ticket is set to resolved and the requestor is to be
> notified.  I do not seem to be seeing this error at any other time --
> even in other cases where this "Notify Requestor when Resolved" scrip
> runs (say, when you manually close the ticket through the web
> interface).
>
> Any pointers as to how to debug this would be helpful.  More
> specifically, which object has the responsibility of setting the
> ScripActionObj and is it allowed to be undefined?
>
> TIA
>
> Trask
> Technical Support Engineer
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 18:40:00 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 02:40:00 +0300
Subject: [rt-users] RT 3.4.4 and Sendmail 8.13.4 Masquerading?
In-Reply-To: <FBA9F087D7D7F74FBC5E71416F5B59A80198F9D0@mail1.EMM.ORG>
References: <FBA9F087D7D7F74FBC5E71416F5B59A80198F9D0@mail1.EMM.ORG>
Message-ID: <589c94400512071540x1572ad4fl50cc24017fb4b819@mail.gmail.com>

Return-Path is not equal to Reply-To field.
Reply-To you can configure from RT config (partly) and in the Templates.
See http://wiki.bestpractical.com/?Template

Return-Path is used to deliver status of the message (for example
bounces) to the sender. You can set this option with -f argument of
sendmail program, but also you have to add RT's user to the list of
trusted users, see man sendmail.

On 12/7/05, Ronald Nissley <ronn at emm.org> wrote:
>
> I am running RT3.4.4 & Sendmail 8.13.4 on Fedora Core 4. I can send mail to
> rt at rt.mydomain.tld (general queue) and generally
> rt-queuename at rt.mydomain.tld. rt.mydomain.tld is a CNAME record pointing to
> realhostname.mydomain.tld. For outgoing mail (mail sent from RT), the sender
> address is in the form
> rt-queuename at realhostname.mydomain.tld. If I view the
> header, Return-Path: is set to
> apache at realhostname.mydomain.tld, and at some other point
> in the header is 'Received: (from apache at localhost)'. I want the
> sender/reply-to addresses to be rt-queuename at rt.mydomain.tld.
>
> I'm not sure if this involves Sendmail only configuration or tweaking RT or
> both. I'm just starting to dig (scrape is more accurate) into Sendmail.
>
> Tips or suggestions are appreciated.
>
>
>
> Thank you,
>
>
>
> Ronald Nissley
>
> _____________________________
>
> |                                                 |
>
> |  Friends don't let friends do AOL.|
>
> |____________________________|
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 19:15:26 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 03:15:26 +0300
Subject: [rt-users] Template Question
In-Reply-To: <4396B9C5.40604@brummix.de>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se> <4396B9C5.40604@brummix.de>
Message-ID: <589c94400512071615ic652e8dy86ad0a971ea52ef4@mail.gmail.com>

On 12/7/05, Torsten Brumm <tob at brummix.de> wrote:
> Hi RT Users,
>
> i have a problem with a Template and i hope someone has a good idea.
>
> Let me explain shortly the situation and what i have tried till now.
>
> I have to Queues: CR:ROBOT and CR:ROBOT-AUTH
>
> These Queues are needed to implement Robot Jobs, but not everybody is
> allowed to create a Ticket at the CR:ROBOT.
>
> I have created a procmail Filter, that figures out if the Requestor is
> allowed to open a Ticket and if not, the mail will be redirected to the
> CR:ROBOT-AUTH Queue.
>
> So far all works fine. But now i need the following workflow.
>
> - The Ticktes from the CR:ROBOT-AUTH Queue will be handled by a Group of
> users and if they say: OK you can do this change, they guys will move
> the Ticket to the CR:ROBOT Queue
>
> Now i have created a Scrip/Template condition that triggers on a queue
> change with a special Template. The Scrip informs the Queue (CR:ROBOT)
> Watcher about the new Ticket and the Template should give the original
> Informations as Mail Content.
>
> The Queue Watchers at this Queue don't have access to the RT, they only
> acting via Mail, so it is needed to give them the original Content from
> the first Request.
>
> So far, so good, this is also working fine. But, the Requestor sends in
> each Case a attached word Dokument which MUST also be forwarded to the
> AdminCcs of the CR:ROBOT Queue - but this isn't working till now.
>
> My Template looks like:
>
> --
>
> RT-Attach-Message: yes
>
>
> {$Transaction->CreatedAsString}: Change Request {$Ticket->id} was acted
> upon.
> Transaction: {$Transaction->Description} : This change is approved by
> Corporate IT
>        Queue: {$Ticket->QueueObj->Name}
>      Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}
>        Owner: {$Ticket->OwnerObj->Name}
>   Requestors: {$Ticket->RequestorAddresses}
>       Status: {$Ticket->Status}
>  Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>
> { $Ticket->Transactions->First->Content; }
>
> { $Transaction->Attachments; } # i also have tried this: {
> $Ticket->$Transaction->Attachments; } without success
>
> i have also tried the
> http://wiki.bestpractical.com/index.cgi?AddAttachmentLinksToMail scrips
> but they don't work at all...!? and they also only add the Attachment
> Link to the Mail but not the attachment.
>
> Has anyone a idea??? I'm going crazy...
Read FAQ on the wiki, transaction "queue change" has no content and
attachments, attachments you need are linked to the first transaction
(create). Grep for 'RT-Attach-Message' in the lib dir, it wouldn't be
hard to implement 'RT-Attach-Files-From-Transaction: xxxx'.

>
> Thanks
>
> Torsten
>
>

--
Best regards, Ruslan.


From matthew at sorbs.net  Wed Dec  7 19:15:53 2005
From: matthew at sorbs.net (Matthew Sullivan)
Date: Thu, 08 Dec 2005 11:15:53 +1100
Subject: [rt-users] RTFM 2.0.4 error
Message-ID: <43977B39.1070207@sorbs.net>

Just got this when trying to include an article in a response.

RT version is 3.4.2

*error:*  	Can't call method "Content" on an undefined value at 
/usr/local/rt3/share/html/RTFM/Article/Elements/Preformatted line 39.
*context:*  	
*...*  	
*35:*  	<%'-' x length($cf->Name) %>
*36:*  	<%$content%>
*37:*  	% } else {
*38:*  	% my $val = $values->Next;
*39:*  	% my $content = $val->Content;
*40:*  	% if ($content =~ /<(.{1,5})>/) {
*41:*  	% $content = de_htmlify($content);
*42:*  	% }
*43:*  	<%$cf->Name%>: <%$val && $content%>
*...*  	

*code stack:*  
/usr/local/rt3/share/html/RTFM/Article/Elements/Preformatted:39
/usr/local/rt3/share/html/Callbacks/RTFM/Elements/MessageBox/Default:24
/usr/local/rt3/share/html/Elements/Callback:70
/usr/local/rt3/share/html/Elements/MessageBox:46
/usr/local/rt3/share/html/Ticket/Update.html:122
/usr/local/rt3/share/html/autohandler:215


Regards,

Mat


From ruslan.zakirov at gmail.com  Wed Dec  7 19:21:58 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 03:21:58 +0300
Subject: [rt-users] interface customizations
In-Reply-To: <43974EEE.7010301@cityfone.net>
References: <43974EEE.7010301@cityfone.net>
Message-ID: <589c94400512071621g1f024a2bo3a52bf41486925cc@mail.gmail.com>

On 12/8/05, Justin Zygmont <justin at cityfone.net> wrote:
> i'm wondering what files need to be edited in order to customize the
> interface for RT?  This would be a good feature for a wishlist, I don't
> see anything for that.
http://wiki.bestpractical.com/?CleanlyCustomizeRT
http://wiki.bestpractical.com/?Contributions
http://wiki.bestpractical.com/?Documentation

>
> thanks..
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 19:25:10 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 03:25:10 +0300
Subject: [rt-users] database initialization error
In-Reply-To: <cedb34f60512071413t1e149f38o18dd7758f9ad2ae3@mail.gmail.com>
References: <cedb34f60512071413t1e149f38o18dd7758f9ad2ae3@mail.gmail.com>
Message-ID: <589c94400512071625x68eaf3c3i5dd75a29912fd6f3@mail.gmail.com>

Try to reinstall DBD::mysql module and be sure to run test phase of this module.

On 12/8/05, TeleMole <telemole at gmail.com> wrote:
> Hey everyone,
>
> I have scoured a little for this and found no answers as yet,
>
> I am doing an installation of RT and have passed my 'make testdeps'
> with flying colours, but when I run my 'make initialize-database' I
> get the following error:
>
> /usr/local/bin/perl: relocation error:
> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/auto/DBD/mysql/mysql.so:
> undefined symbol: mysql_init
> make: *** [initialize-database] Error 127
>
> I am using RHEL3 and mysql and as you can see perl 5.8.7
>
> can anyone shed some light - I am at an impass until I can solve this one..
>
> cheers, and thanks in advance.
>
> Sean Daniels


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 19:40:25 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 03:40:25 +0300
Subject: [rt-users] Subject modification issues
In-Reply-To: <438EEEE7.3050008@iasi.roedu.net>
References: <438EEEE7.3050008@iasi.roedu.net>
Message-ID: <589c94400512071640y4a0d9354g587d99f33dedae34@mail.gmail.com>

On 12/1/05, Subredu Manuel <diablo at iasi.roedu.net> wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
>
>  Hi,
>
>  I have a very simple/complicated question. We have a RT instance with ~
> 50 queues. We need a very simple thing. The subject of emails to contain
> the queue name instead of rt_name.
>  Ex:
>   now:     [roedu.net #345] - queue support
>   we need: [support #345]
>
>  Do you think this is posible ? Is RT using the email subject for
> internal issues ? I wanted to modify the code to change the subject but
> I'm afraid not to break anything.
>  Did anyone done this before ? Is it possible ?
It was discussed many times. you can use next format "[roedu.net #345]
[support] ....", see
"Admin Comment" template that comes with RT for example how to add
"[tag]" to the subject and http://wiki.bestpractical.com/?CodeSnippets
for examples how to get queue name.

>
> - --
> =========================================
>  inf. Manuel SUBREDU
>  Network Engineer at RoEduNet Iasi
>
>  Phone:     +40 (232) 201007
>             +40 (742) 088067
>  Email:     diablo at iasi.roedu.net
>  website:   http://manuel.iasi.roedu.net
> =========================================
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.2 (GNU/Linux)
>
> iD8DBQFDju7nNrNZEFCIDAcRAsDEAKDOR/diWzk0rSKjg5edQIO3TjvxKQCfToK3
> R+PSKYtZ2NSHrvj0xBOLn78=
> =SqFk
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 19:41:58 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 03:41:58 +0300
Subject: [rt-users] Repository for RT 3.4.4
In-Reply-To: <438F6677.4050304@prog.awpdc.com>
References: <438F6677.4050304@prog.awpdc.com>
Message-ID: <589c94400512071641v7c4a9a80ld678cab0811c5735@mail.gmail.com>

What's that, man?

On 12/2/05, Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com> wrote:
> Hi list:
>         need to know repo for RT 3.4.4 !
>
> Thanks
>

--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 19:51:22 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 03:51:22 +0300
Subject: [rt-users] migrating from mysql to postgresl
In-Reply-To: <4390AE4E.7000903@ambra.ro>
References: <4390AE4E.7000903@ambra.ro>
Message-ID: <589c94400512071651x3f7f6efag2f049cf642a4bd85@mail.gmail.com>

We don't know how you migrated, but I remember only old (RT 3.0.x)
discussions of the migration process and some results are at
http://wiki.bestpractical.com/index.cgi?MySQLToPg, but I can't confirm
that scripts from that page work as expected with recent versions.

On 12/2/05, Sterpu Victor <victor at ambra.ro> wrote:
> I copied the database from mysql to postgresql.
> At first everithing seemd ok.
> But when I try to create a ticket I receive the follwing error:
>
> Dec  2 22:36:32 ambranagios RT: DBD::Pg::st execute failed: ERROR:
> column "oid" does not exist (/opt/rt3/lib/RT.pm:287)
> Dec  2 22:36:32 ambranagios RT: RT::Handle=HASH(0xb8f6570) couldn't
> execute the query 'SELECT id FROM Tickets WHERE oid = ?' at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line
> 506
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb8f6570)',
> 'SELECT id FROM Tickets WHERE oid = ?', 0) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 538
> DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb8f6570)',
> 'SELECT id FROM Tickets WHERE oid = ?', 0) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Pg.pm line 73
> DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0xb8f6570)',
> 'Tickets', 'Subject', 'test', 'Status', 'new', 'Queue', 15, 'Creator',
> ...) called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 1291
> DBIx::SearchBuilder::Record::Create('RT::Ticket=HASH(0xc803238)',
> 'Subject', 'test', 'Status', 'new', 'Queue', 15, 'Creator', 12, ...)
> called at /opt/rt3/lib/RT/Record.pm line 300
> RT::Record::Create('RT::Ticket=HASH(0xc803238)', '
> Dec  2 22:36:32 ambranagios RT: Couldn't create a ticket: Object could
> not be created (/opt/rt3/lib/RT/Ticket_Overlay.pm:590)
> Dec  2 22:36:32 ambranagios RT: WebRT: Ticket could not be created due
> to an internal error () (/opt/rt3/share/html/Elements/Error:78)
>
> But the table tickets never had a column oid.
> How can I fix this?
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 20:03:38 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 04:03:38 +0300
Subject: [rt-users] Ticket Query causes mysql to spin endlessly consuming
	all CPU
In-Reply-To: <4394151B.3040508@i.cz>
References: <ac0553840511150923o152b56abn68576447d8047002@mail.gmail.com>
	<437A1AE6.8020105@pipex.net> <437A2108.5020503@i.cz>
	<4394151B.3040508@i.cz>
Message-ID: <589c94400512071703h5a7621f2vfc1e58b0fead51ab@mail.gmail.com>

On 12/5/05, Pavel Ruzicka <pavel.ruzicka at i.cz> wrote:
> what about other supported databases ? is there better performance in
> fulltext searches on pg/oracle ?
I sent answer on the similar question several hours ago to rt-devel(or
rt-users).
AFAIK each DB has own SQL syntax to use FULLTEXT index on the column
and this is not  implemented in the DBIx::SB.
I recall some message about Oracle, there were really good explanation
about how to speed up this on Oracle, search for it archives (most
probably rt-devel).

>
> ruza
>
> On 11/15/05 18:55, Pavel Ruzicka wrote:
> > i have this problem also with rt-3.2.2 @ mysql-3.23.58. fastcgi timeouts
> > before it gets response from mysql backend. ugly way for client howto
> > gets from this 500error situation can be delete cookie from browser, but
> > dont do this!, mysql still tries to solve this SELECT! i increased
> > FastCgiServer's -idle-timeout value to satisfy simpler queries
> >
> > timeout for mysql is afaik defined in Apache/Session/Lock/MySQL.pm
> > my $sth = $self->{dbh}->prepare_cached(q{SELECT GET_LOCK(?, 3600)}, {}, 1);
> > i had no time for playing with this value so i dont know at this time if
> >  it can help.
> >
> > next i was pondering about FULLTEXT indexes, its not possible to use
> > them with InnoDB, but (good news everyone :)), its in the InnoDB's
> > roadmap. http://www.innodb.com/todo.php :
> >
> > "Updated August 30, 2005. In progress: Add FULLTEXT indexes on InnoDB
> > tables. A sponsor for this project has been found, and a developer has
> > been hired. Appears probably in 2006."
> >
> > Any other ideas/workarounds/solutions/... ?
> >
> > Ruza
> >
> >
> > On 11/15/05 18:29, Roy El-Hames wrote:
> >
> >> I 'll be looking forward to the solution  ..I have a similar issue
> >> with content + subject only searches .. with RT-3.4.4
> >> search builder 1.33 mysql 4.1.15
> >>
> >> Roy
> >>
> >>
> >> Aaron Nichols wrote:
> >>
> >>> Hello again,
> >>>     We seem to have stumbled into a situation that has dire
> >>> concequences for mysql. If we run the following query in RT, mysql
> >>> will consume 100% of the CPU and RT will end up returning a "500
> >>> Internal Server Error" due to a timeout waiting for a response from
> >>> the mysql server. This seems to only impact the current session, if
> >>> the browser is closed and opened again RT works ok but the mysql
> >>> process is left consuming CPU time.
> >>>
> >>> Query in RT:
> >>> Subject LIKE 'test' OR Content LIKE 'test'
> >>>
> >>> Mysql Query According to mytop:
> >>> SELECT COUNT(DISTINCT main.id) 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 '%test%')OR (
> >>> (Attachments_2.Content LIKE '%test%')AND(Attachments_2.TransactionId =
> >>> Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) )
> >>>
> >>> The system is running on FreeBSD 6.0-RELEASE, RT 3.4.4, mysql 4.1.15
> >>> w/ linuxthreads, apache2.0.55, fastcgi 2.4.2 - all built from FreeBSD
> >>> ports collection.
> >>> Hardware is a dual Xeon 2.8Ghz, 2Gig ram running my-large.cnf from
> >>> mysql port w/ minor modifications.
> >>>
> >>> When RT eventually errors out after 120 seconds it gives the following
> >>> error (which makes total sense):
> >>> [Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI: comm
> >>> with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle
> >>> timeout (120 sec), referer:
> >>> http://rt-stage.corp.netopia.com/Search/Build.html
> >>> [Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI:
> >>> incomplete headers (0 bytes) received from server
> >>> "/usr/local/rt3/bin/mason_handler.fcgi", referer:
> >>> http://rt-stage.corp.netopia.com/Search/Build.html
> >>>
> >>> I believe this query is redundant and I've instructed folks not to do
> >>> this, but it seems like mysql shouldn't endlessly spin on the query
> >>> the way it does. I'm not sure if this is an RT problem in the way the
> >>> query is performed or a mysql problem in the way it responds (or
> >>> both). Any suggestions on how to prevent this in the future?
> >>>
> >>> Thanks,
> >>> Aaron
> >>>
> >>>
> >>> ------------------------------------------------------------------------
> >>>
> >>> _______________________________________________
> >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>
> >>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>>
> >>> Download a free sample chapter of RT Essentials from O'Reilly Media
> >>> at http://rtbook.bestpractical.com
> >>>
> >>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >>> San Francisco - Find out more at
> >>> http://bestpractical.com/services/training.html
> >>>
> >>
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>
> >> Download a free sample chapter of RT Essentials from O'Reilly Media at
> >> http://rtbook.bestpractical.com
> >>
> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >> San Francisco - Find out more at
> >> http://bestpractical.com/services/training.html
> >
> >
>
> --
> Pavel Ruzicka, ICZ
>
> *** ICZ a.s. ******************************
> Hvezdova 1689/2a, 140 00 Prague 4, CZ
> tel: +420 24 41 00 111   _
> Fax: +420 24 41 00 222  @_}-,^--`--
> GSM: +420 724 429 641
> mailto:pavel.ruzicka at i.cz http://www.i.cz
> *******************************************
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 20:08:59 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 04:08:59 +0300
Subject: [rt-users] Configuring Apache help!
In-Reply-To: <14B46437689E59438B002B1890DCFC434B24B5@rvpmail.dhsolutions.local>
References: <14B46437689E59438B002B1890DCFC434B24B5@rvpmail.dhsolutions.local>
Message-ID: <589c94400512071708ma43fc02i32a65b46c64a1399@mail.gmail.com>

I think error is selfdescriptive, isn't it? If you couldn't configure
apache then describe what have you tried to do, what do you want to do
and what you don't understand.

On 12/7/05, Rekha Varghese <rekha at medemass.com> wrote:
> Hey, did you manage to solve your problem? I had the same issue an it
> isnt resolved as yet. I've even updated perl using yum.
>
>
> Rekha
> Development
> Med-e-Mass (Pty) Ltd
> PO Box 7045, Halfway House, 1685
> Tel: n/a
> Fax: n/a
> Cell: 0832391913
> E-mail: rekha at medemass.com
> Web: www.medemass.com
>
> This e-mail is subject to an e-mail disclaimer.
> To read our e-mail disclaimer notice go to:
> http://www.dhsolutions.co.za/disclaimer/email/
> Alternatively please contact us on +27 11 265 5400
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew
> Kerich
> Sent: 24 November 2005 19:50 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Configuring Apache help!
>
> Hi all,
> I would like to install RT on my linux box. When i configure Opera i get
> this error:
>
> You're almost there!
> You haven't yet configured your webserver to run RT. You appear to have
> installed RT's web interface correctly, but haven't yet configured your
> web server to "run" the RT server which powers the web interface. The
> next step is to edit your webserver's configuration file to instruct it
> to use RT's mod_perl, fastcgi or speedycgi handler. If you need
> commercial support, please contact us at sales at bestpractical.com
>
> Any help would be appreciated!!


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 20:13:36 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 04:13:36 +0300
Subject: [rt-users] slow content queries
In-Reply-To: <439704BB.5090103@genome.chop.edu>
References: <4395A1A9.5040702@genome.chop.edu>
	<6.2.1.2.2.20051206103712.0319ad58@po14.mit.edu>
	<4395B8B1.20805@genome.chop.edu>
	<6.2.1.2.2.20051206114333.0326ba98@po14.mit.edu>
	<439704BB.5090103@genome.chop.edu>
Message-ID: <589c94400512071713i15fccf7uea566350e1f1c854@mail.gmail.com>

Kevin, if you create patch that makes this block optional (with RT
config option) then I think it could be applied to the mainline,
because this is behaviour that the most users want.

On 12/7/05, Kevin Murphy <murphy at genome.chop.edu> wrote:
> Stephen Turner wrote:
>
> > I haven't played with this, but if you look in Tickets_Overlay.pm
> > there's a method called _TransLimit which seems to form the SQL
> > clauses necessary for searching on transaction content. This would
> > probably be the place to add the 'filename is null' condition so that
> > it would be in effect for all ticket searches.
> >
> Thanks, Steve.  In lib/RT/Tickets_Overlay.pm, in function _TransLimit, I
> replaced:
>
>        $self->_SQLLimit(
>                         ALIAS         => $self->{_sql_trattachalias},
>                         FIELD         => $field,
>                         OPERATOR      => $op,
>                         VALUE         => $value,
>                         CASESENSITIVE => 0,
>                         ENTRYAGGREGATOR => 'AND',
>                         @rest
>                        );
>
> with this:
>
>     if ($field eq 'Content') {
>        $self->_SQLLimit(
>                         ALIAS         => $self->{_sql_trattachalias},
>                         FIELD         => 'Filename',
>                         OPERATOR      => 'IS',
>                         VALUE         => 'NULL',
>                         SUBCLAUSE     => 'contentquery',
>                         ENTRYAGGREGATOR => 'AND',
>                        );
>        $self->_SQLLimit(
>                         ALIAS         => $self->{_sql_trattachalias},
>                         FIELD         => $field,
>                         OPERATOR      => $op,
>                         VALUE         => $value,
>                         CASESENSITIVE => 0,
>                         @rest,
>                         ENTRYAGGREGATOR => 'AND',
>                         SUBCLAUSE     => 'contentquery',
>                        );
>     } else {
>        $self->_SQLLimit(
>                         ALIAS         => $self->{_sql_trattachalias},
>                         FIELD         => $field,
>                         OPERATOR      => $op,
>                         VALUE         => $value,
>                         CASESENSITIVE => 0,
>                         ENTRYAGGREGATOR => 'AND',
>                         @rest
>                        );
>     }
>
> This change makes my content queries much faster, because it skips the
> enormous binary (and text, for that matter) file attachments when
> performing the ILIKE on Attachments.Content.  Note that I have little
> idea of what I'm doing (the DBIx::SearchBuilder documentation is not
> exactly complete), but the generated SQL seems OK.  I guess I should
> really put these changes in local/lib/RT/Tickets_Overlay.pm?
>
> -Kevin Murphy
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Dec  7 20:21:11 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 04:21:11 +0300
Subject: [rt-users] Repository for RT 3.4.4
In-Reply-To: <20051208004502.A874461F95C@sr-gw.esc.net.au>
References: <589c94400512071641v7c4a9a80ld678cab0811c5735@mail.gmail.com>
	<20051208004502.A874461F95C@sr-gw.esc.net.au>
Message-ID: <589c94400512071721o69d5647bi74e6b08b5523564e@mail.gmail.com>

Ahh, RT repository is in subversion at svn://svn.bestpractical.com/rt/ .

On 12/8/05, Andrew Xenides <andrew at staff.esc.net.au> wrote:
> I think he means the cvs repository that he can download rt 3.4.4 from
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan
> Zakirov
> Sent: Thursday, December 08, 2005 11:12 AM
> To: Nadeem Shahbaz
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Repository for RT 3.4.4
>
> What's that, man?
>
> On 12/2/05, Nadeem Shahbaz <nadeem.shahbaz at prog.awpdc.com> wrote:
> > Hi list:
> >         need to know repo for RT 3.4.4 !
> >
> > Thanks
> >
>
> --
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
>


--
Best regards, Ruslan.


From ben at atomicmatrix.net  Wed Dec  7 21:22:32 2005
From: ben at atomicmatrix.net (Ben Goodwin)
Date: Wed, 7 Dec 2005 21:22:32 -0500
Subject: [rt-users] Performance with many attachments and transactions
In-Reply-To: <20051129233732.GS18061@bestpractical.com>
Message-ID: <20051208022303.DA3F84D8136@diesel.bestpractical.com>

 > -----Original Message-----
 > From: Jesse Vincent [mailto:jesse at bestpractical.com] 
 > Sent: Tuesday, November 29, 2005 6:38 PM
 > To: Ben Goodwin
 > Cc: rt-users at lists.bestpractical.com
 > Subject: Re: [rt-users] Performance with many attachments 
 > and transactions
 > 
 > On Tue, Nov 29, 2005 at 06:34:40PM -0500, Ben Goodwin wrote:
 > > I hate to chime in with a "me too" especially without hard 
 > data but:

[snip]

Displaying a particular ticket under RT 3.5.6 3 times produces:

%Time ExclSec CumulS #Calls sec/call Csec/c  Name
 14.4   4.858  4.858  51699   0.0001 0.0001  Encode::utf8::encode_xs
 7.79   2.618 11.798 168354   0.0000 0.0001  RT::Record::__Value
 6.40   2.151  3.282 289387   0.0000 0.0000
DBIx::SearchBuilder::Record::_Prim
                                             aryKey
 5.37   1.803  4.388 168354   0.0000 0.0000
DBIx::SearchBuilder::Record::Cacha
                                             ble::__Value
 5.35   1.798  4.655 250916   0.0000 0.0000  DBIx::SearchBuilder::Record::Id
 4.92   1.651  1.651 268566   0.0000 0.0000  RT::Record::_Accessible
 4.79   1.610  2.620 169879   0.0000 0.0000
DBIx::SearchBuilder::Record::__Val
                                             ue
 3.98   1.337 44.079   7556   0.0002 0.0058  HTML::Mason::Commands::__ANON__
 3.36   1.129  1.129 291293   0.0000 0.0000  RT::Record::_PrimaryKeys
 3.24   1.087  3.852 167482   0.0000 0.0000  Encode::decode
 2.97   0.999  1.574 114716   0.0000 0.0000
Cache::Simple::TimedExpiry::fetch
 2.96   0.995  1.608 167481   0.0000 0.0000  Encode::utf8::decode_xs
 2.88   0.966  7.467  51005   0.0000 0.0001  RT::Record::LoadByCols
 2.59   0.869  0.869  51005   0.0000 0.0000
DBIx::SearchBuilder::Record::Cacha
 
ble::_gen_alternate_RecordCache_ke
                                             y
 2.54   0.854  6.253  51005   0.0000 0.0001
DBIx::SearchBuilder::Record::Cacha
                                             ble::LoadByCols

Indeed - the total ExclSec (24.725) is right on target with how long it took
to display the ticket.

I can give some hard details on MySQL but I'm fairly convinced it's not the
database (it's a modified version of my-huge.cnf).

It seems alarming that the function taking the least time is STILL almost a
second long.

System config attached.

	-=| Ben
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: sysconf.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051207/150a0239/attachment.txt>

From ben at atomicmatrix.net  Wed Dec  7 22:10:27 2005
From: ben at atomicmatrix.net (Ben Goodwin)
Date: Wed, 7 Dec 2005 22:10:27 -0500
Subject: [rt-users] Performance with many attachments and transactions
In-Reply-To: <20051208022303.DA3F84D8136@diesel.bestpractical.com>
Message-ID: <20051208031056.CBDAC4D80B8@diesel.bestpractical.com>

[snip]
 > Indeed - the total ExclSec (24.725) is right on target with 
 > how long it took
 > to display the ticket.
[snip]
 > It seems alarming that the function taking the least time is 
 > STILL almost a
 > second long.

And that's me just being ignorant.  I ran the display 3 times so both the
above statements are incorrect.

This ticket has 105 transactions, all inline text/html.  I guess it puzzles
me that there are a lot of functions that are called tens of thousands of
times to display 105 transactions and some header info.

MySQL log attached - one run of displaying the ticket in question.

	-=| Ben
-------------- next part --------------
A non-text attachment was scrubbed...
Name: log.zip
Type: application/x-zip-compressed
Size: 4648 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051207/16819ebe/attachment.bin>

From telemole at gmail.com  Wed Dec  7 23:28:12 2005
From: telemole at gmail.com (TeleMole)
Date: Wed, 7 Dec 2005 23:28:12 -0500
Subject: [rt-users] database initialization error
In-Reply-To: <589c94400512071625x68eaf3c3i5dd75a29912fd6f3@mail.gmail.com>
References: <cedb34f60512071413t1e149f38o18dd7758f9ad2ae3@mail.gmail.com>
	<589c94400512071625x68eaf3c3i5dd75a29912fd6f3@mail.gmail.com>
Message-ID: <cedb34f60512072028g7396230i74c1abdec96900e@mail.gmail.com>

thanks for the hint - the make test was of course failing completely -
more googling made it clear that I was not finding some libs during
the test.

I tried several methods including placing the
--libs=-L/usr/local/mysql/lib switch on the perl Makefile.PL - but
even this had no effect.

Eventually I foud a reference which is a little cheesy - but did the trick :

Quoted here : "That did it.  Just did "cp /usr/local/mysql/lib/*
/usr/lib/" and it worked
fine after that."

I did the same , then re-ran my make and my make test - and all was
well!  Just got my database initialized!  I hope this helps others
with this problem - though I am certain my mysql installation should
have been otherwise and this is why i ran into trouble in the first
place...

thanks again for putting me on track!

Sean


On 12/7/05, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> Try to reinstall DBD::mysql module and be sure to run test phase of this module.
>
> On 12/8/05, TeleMole <telemole at gmail.com> wrote:
> > Hey everyone,
> >
> > I have scoured a little for this and found no answers as yet,
> >
> > I am doing an installation of RT and have passed my 'make testdeps'
> > with flying colours, but when I run my 'make initialize-database' I
> > get the following error:
> >
> > /usr/local/bin/perl: relocation error:
> > /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/auto/DBD/mysql/mysql.so:
> > undefined symbol: mysql_init
> > make: *** [initialize-database] Error 127
> >
> > I am using RHEL3 and mysql and as you can see perl 5.8.7
> >
> > can anyone shed some light - I am at an impass until I can solve this one..
> >
> > cheers, and thanks in advance.
> >
> > Sean Daniels
>
>
> --
> Best regards, Ruslan.
>


From lvanderf at internode.com.au  Thu Dec  8 00:43:33 2005
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Thu, 08 Dec 2005 16:13:33 +1030
Subject: [rt-users] statistics package
Message-ID: <4397C805.8070506@internode.com.au>

Hi.

I've installed the statistics package 0.1.6
I'm using rt3.4.4

Is there any way of configuring rt to allow only certain users to view 
the statistics pages?

Thanks.
Kind regards.
Luke.

-- 
Luke



From rekha at medemass.com  Thu Dec  8 01:56:29 2005
From: rekha at medemass.com (Rekha Varghese)
Date: Thu, 8 Dec 2005 08:56:29 +0200
Subject: [rt-users] Problems installing rt
Message-ID: <14B46437689E59438B002B1890DCFC434B2596@rvpmail.dhsolutions.local>

 
Hi, I've seem to have corrected the problem. I uninstalled httpd and
installed the latest apache package. Well at least I can see a login
page, though when looking at the log files there were some errors....

Rekha
Development
Med-e-Mass (Pty) Ltd
PO Box 7045, Halfway House, 1685
Tel: n/a
Fax: n/a
Cell: 0832391913
E-mail: rekha at medemass.com
Web: www.medemass.com

This e-mail is subject to an e-mail disclaimer. 
To read our e-mail disclaimer notice go to:
http://www.dhsolutions.co.za/disclaimer/email/
Alternatively please contact us on +27 11 265 5400

-----Original Message-----
From: Jim Meyer [mailto:purp at acm.org] 
Sent: 07 December 2005 20:22 PM
To: Rekha Varghese
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Problems installing rt

Hello!

On Tue, 2005-12-06 at 22:59, Rekha Varghese wrote:
> I've started from scratch and now I get the following problem in the 
> apache error log:
> [Wed Dec 07 08:45:39 2005] [error] Can't locate Apache2/Response.pm in

> @INC

Looks like some module or another depends on Apache2::Response and it's
not installed on your webserver. `cpan install Apache2::Response` should
probably take care of it, but be ready for more. 

Perhaps running `make testdeps` or `make fixdeps` in your RT source
directory would help identify (and fix) others, but you've likely
already done that.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From matt at cheekynature.com  Thu Dec  8 01:35:15 2005
From: matt at cheekynature.com (Matt -|- Cheeky Nature -|-)
Date: Thu, 8 Dec 2005 17:35:15 +1100
Subject: [rt-users] Autoclose a Specific Subject String
Message-ID: <200512080635.jB86ZFH3028394@cheekynature.com>

Hi all.

I would like to Autoclose a ticket matching an exact subject.
I am on RT 3.4.4
This is what I have tried. (mostly from http://www.soundwave.net/~wmono/rt/)

Description: Auto-Close
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:

if (($self->TicketObj->Subject = "My Subject" )  &&
($self->TicketObj->Sender = "apache at localhost" )) {
1;
} else {
  undef;
}

Custom action preparation code: 1;
Custom action cleanup code:

$self->TicketObj->SetStatus( "resolved" );
1;



Prob Obvious but alas I am no Perl or otherwise programmer... TIA

Regards, Matt.



From kfh at mqsoftware.com  Thu Dec  8 08:12:57 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 8 Dec 2005 07:12:57 -0600
Subject: [rt-users] statistics package
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAE6B@mailservermn.mqsoftware.com>

Yes,  Find the line below in /opt/rt3/local/lib/RTx/Statistics.pm
(default location) and change the 0 to 1.  Then, only users that have
the right to ShowConfigTab will see the Statistics item in the
navigation pane.

# Set to one to prevent users without the ShowConfigTab right from
seeing Statistics
$RestrictAccess = 0;

If you want to use a different right to control it, you'll have to
modify the file /opt/rt3/share/html/Callbacks/kStatistics/Elements/Tabs/
(default location) to change the code that controls it.

-- 

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


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Luke Vanderfluit
> Sent: Wednesday, December 07, 2005 11:44 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] statistics package
> 
> Hi.
> 
> I've installed the statistics package 0.1.6
> I'm using rt3.4.4
> 
> Is there any way of configuring rt to allow only certain users to view
> the statistics pages?
> 
> Thanks.
> Kind regards.
> Luke.
> 
> --
> Luke
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



From sturner at MIT.EDU  Thu Dec  8 09:58:10 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 08 Dec 2005 09:58:10 -0500
Subject: [rt-users] extremely slow rt response, query hanging
In-Reply-To: <49037251-302A-4A7C-AB63-1B0A42DE6B48@hamburg.fcb.com>
References: <49037251-302A-4A7C-AB63-1B0A42DE6B48@hamburg.fcb.com>
Message-ID: <6.2.1.2.2.20051208095606.030dbc60@po14.mit.edu>

At Wednesday 12/7/2005 03:54 AM, Harald Wagener wrote:
>Hello,
>One of our users constructed a search on our RT 3.2.2 instance which
>is slowing the system down quite a lot:
>
>SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions
>Transactions_1, Attachments Attachments_2  WHERE ((main.EffectiveId =
>main.id)) AND ((main.Status != 'deleted')) AND ((main.Type =
>'ticket')) AND ((main.Subject LIKE '%Performance%')OR
>( (Attachments_2.Content LIKE '%Performance%')AND 
>(Attachments_2.TransactionId = Transactions_1.id)AND(main.id =
>Transactions_1.Ticket) ) )

For what it's worth, we've experienced this when searching on Subject & 
Content together (RT 3.4.2, Oracle 9). Either a subject search or a content 
search is OK, but not both together. I haven't had time to profile the 
query, so I can't shed any light on a solution.

Steve 



From murphy at genome.chop.edu  Thu Dec  8 10:22:42 2005
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Thu, 08 Dec 2005 10:22:42 -0500
Subject: [rt-users] slow content queries
In-Reply-To: <589c94400512071713i15fccf7uea566350e1f1c854@mail.gmail.com>
References: <4395A1A9.5040702@genome.chop.edu>	
	<6.2.1.2.2.20051206103712.0319ad58@po14.mit.edu>	
	<4395B8B1.20805@genome.chop.edu>	
	<6.2.1.2.2.20051206114333.0326ba98@po14.mit.edu>	
	<439704BB.5090103@genome.chop.edu>
	<589c94400512071713i15fccf7uea566350e1f1c854@mail.gmail.com>
Message-ID: <43984FC2.3070109@genome.chop.edu>

Ruslan Zakirov wrote:

>Kevin, if you create patch that makes this block optional (with RT
>config option) then I think it could be applied to the mainline,
>because this is behaviour that the most users want.
>
>  
>
>>Thanks, Steve.  In lib/RT/Tickets_Overlay.pm, in function _TransLimit, I
>>replaced:
>>[...]
>>with this:
>>[...]
>>    
>>
OK, I will give this a shot.  Is there a patch creation policy for RT 
(diff options, etc)?  This could be mentioned on the wiki.

-Kevin Murphy



From todd at chaka.net  Thu Dec  8 11:45:10 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 8 Dec 2005 11:45:10 -0500
Subject: [rt-users] Autoclose a Specific Subject String
In-Reply-To: <200512080635.jB86ZFH3028394@cheekynature.com>
References: <200512080635.jB86ZFH3028394@cheekynature.com>
Message-ID: <20051208164510.GW9195@chaka.net>

Perl problem.

$self->TicketObj->Subject = "My Subject"

should be:

$self->TicketObj->Subject eq "My Subject"

On Thu, Dec 08, 2005 at 05:35:15PM +1100, Matt -|- Cheeky Nature -|- wrote:
> Hi all.
> 
> I would like to Autoclose a ticket matching an exact subject.
> I am on RT 3.4.4
> This is what I have tried. (mostly from http://www.soundwave.net/~wmono/rt/)
> 
> Description: Auto-Close
> Condition: On Create
> Action: User Defined
> Template: Global template: Blank
> Stage: TransactionCreate
> Custom condition:
> 
> if (($self->TicketObj->Subject = "My Subject" )  &&
> ($self->TicketObj->Sender = "apache at localhost" )) {
> 1;
> } else {
>   undef;
> }
> 
> Custom action preparation code: 1;
> Custom action cleanup code:
> 
> $self->TicketObj->SetStatus( "resolved" );
> 1;
> 
> 
> 
> Prob Obvious but alas I am no Perl or otherwise programmer... TIA
> 
> Regards, Matt.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From nadeem.shahbaz at prog.awpdc.com  Thu Dec  8 11:33:01 2005
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Thu, 08 Dec 2005 21:33:01 +0500
Subject: [rt-users] No root path(s) specified at webmux.pl line 111
Message-ID: <4398603D.80803@prog.awpdc.com>

Hi LIST:
	i just configured RT 3.4.1, everything seems to work fine but getting
this error on console
[ERROR}
Starting httpd: No root path(s) specified at /usr/bin/webmux.pl line 111
                                                           [  OK  ]
[/ERROR]

on line 111 in above file
rmtree([ bsd_glob("$RT::MasonDataDir/obj/*") ], 0, 1);

any hint ??

Thanks,



From Tuvik at Soligence.com  Thu Dec  8 12:13:05 2005
From: Tuvik at Soligence.com (Tuvik Beker)
Date: Thu, 08 Dec 2005 11:13:05 -0600
Subject: [rt-users] CustomField values deleted upon update
Message-ID: <1134061986.10897.138.camel@localhost>

A pretty strange problem with RT 3.4.3:
        
I have a custom field called 'padding', accepting a single numerical
value. When this value is set to 0, it gets deleted whenever I try to
update other ticket properties. 
        
In fact, when I press either the 'The Basics' or the 'Custom Fields'
tab, the "padding" field already appears empty if it had value 0 before
(shown properly when viewing ticket properties). If I then try to reset
the value to 0, the message I get is 
"0 is no longer a value for custom field padding". 
If I set the value to ' 0' (i.e. add a space before the digit 0),
everything behaves normally.

Any idea what's wrong here and how I can correct this strange behaviour?
        
Thanks
  Tuvik
        
        
-- 
Tuvik Beker
Soligence Corporation



From ruslan.zakirov at gmail.com  Thu Dec  8 12:44:57 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Dec 2005 20:44:57 +0300
Subject: [rt-users] extremely slow rt response, query hanging
In-Reply-To: <6.2.1.2.2.20051208095606.030dbc60@po14.mit.edu>
References: <49037251-302A-4A7C-AB63-1B0A42DE6B48@hamburg.fcb.com>
	<6.2.1.2.2.20051208095606.030dbc60@po14.mit.edu>
Message-ID: <589c94400512080944lf2ac2b6yc4b33d1eda2006f@mail.gmail.com>

On 12/8/05, Stephen Turner <sturner at mit.edu> wrote:
> At Wednesday 12/7/2005 03:54 AM, Harald Wagener wrote:
> >Hello,
> >One of our users constructed a search on our RT 3.2.2 instance which
> >is slowing the system down quite a lot:
> >
> >SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions
> >Transactions_1, Attachments Attachments_2  WHERE ((main.EffectiveId =
> >main.id)) AND ((main.Status != 'deleted')) AND ((main.Type =
> >'ticket')) AND ((main.Subject LIKE '%Performance%')OR
> >( (Attachments_2.Content LIKE '%Performance%')AND
> >(Attachments_2.TransactionId = Transactions_1.id)AND(main.id =
> >Transactions_1.Ticket) ) )
>
> For what it's worth, we've experienced this when searching on Subject &
> Content together (RT 3.4.2, Oracle 9). Either a subject search or a content
> search is OK, but not both together. I haven't had time to profile the
> query, so I can't shed any light on a solution.
Random guess is that when you add two conditions then DB have to use
temporary table.

>
> Steve
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From brian.maillists at gmail.com  Thu Dec  8 12:51:05 2005
From: brian.maillists at gmail.com (Brian Benson)
Date: Thu, 8 Dec 2005 09:51:05 -0800
Subject: [rt-users] Reply to ticket: This transaction appears to have no
	content
Message-ID: <58defec70512080951g613cfc3fl94be60efa866b290@mail.gmail.com>

Hi, I just upgraded to RT 3.4.4 and now I get the same error as Jorg.
I could not find any responses to his problem and I'm hoping that
someone knows how to resolve this.

* The ticket gets created and displays properly in the RT web interface when the
user sends an html mail to the mailgate alias. But the auto reply to
the user says
'This transaction appears to have no content'.  Also ticket
correspondence via email
with html/text reproduces this problem.  plain/text works fine.

Thanks,
-Brian

>Hello,
>
>when replying to some tickets normally the content of the transaction is
>shown in the reply.
>On some tickets only the text 'This transaction appears to have no content'
>is shown.
>I think this only occurs with tickets where the transaction contains
>multipart content.
>Is there a way to show the text/plain part in the reply?
>
>Thanks for help.
>
>J?rg Eichhorn
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051208/904a2a6a/attachment.htm>

From jesse at bestpractical.com  Thu Dec  8 13:23:00 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: 08 Dec 2005 13:23:00 -0500
Subject: [rt-users] No root path(s) specified at webmux.pl line 111
Message-ID: <3216893032.2642288@www.chatteremail.com>


	i just configured RT 3.4.1, everything seems to work fine but getting this error on console
[ERROR}
Starting httpd: No root path(s) specified at /usr/bin/webmux.pl line 111
Nadeem, this error implies that your apache can't write var/mason_data/obj                            



From stevensc at nsuok.edu  Thu Dec  8 14:20:37 2005
From: stevensc at nsuok.edu (Craig Stevenson)
Date: Thu, 08 Dec 2005 13:20:37 -0600
Subject: [rt-users] stopping emaisl
Message-ID: <43988785.2090904@nsuok.edu>

RT-ers:

I would like to suspend all email emitted from RT.  Is there some ACE 
switch that I can use to turn this off.

At the moment I am using bogus emails that turn into annoying  dead 
letters. 

Thanks for the help.

-- 
Craig Stevenson
|| stevensc at nsuok.edu | 918-456-5511x5955
|| Northeastern State University
|| 601 N. Grand | Tahlequah, Oklahoma 74464-2399




From hdimer at prolexic.com  Thu Dec  8 14:20:35 2005
From: hdimer at prolexic.com (Haim Dimer)
Date: Thu, 8 Dec 2005 14:20:35 -0500
Subject: [rt-users] Remove quotations in emails
Message-ID: <D882FB36-87AA-40AB-8E03-541FF3B59BCC@prolexic.com>

Dear RT folks,

We use RT for tracking our support calls. We communicate with the  
customer by emails that go through RT. We are having an issue because  
of the email quotation system. Example:

---Ticket Created ---

Hi, we have a problem with our servers. Please help

---Tech replies ----

Which server are you talking about?

On Dec 8th 2005, customer via RT wrote

 > Hi, we have a problem with our servers. Please help
 >
--- Customer replies----

The problem is with our web server. Can you help?

On Dec 8th 2005, techie via RT wrote
 >Which server are you talking about?
 >
 >On Dec 8th 2005, customer via RT wrote
 >
 >> Hi, we have a problem with our servers. Please help
 >>
--- and so on ...

Now RT stores each message as an added reply in the ticket  
description. We end up with very long tickets that are cluttered with  
indented replies.

One solution we thought about is getting rid of whatever follows the  
">" sign. Where can we insert our code to make it work? Also, how can  
we make sure this snippet of code does not get overwritten at the  
next RT upgrade?

Thank you for the help.

Haim Dimer
Systems Administrator
Prolexic Technologies


From sturner at MIT.EDU  Thu Dec  8 14:30:39 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 08 Dec 2005 14:30:39 -0500
Subject: [rt-users] stopping emaisl
In-Reply-To: <43988785.2090904@nsuok.edu>
References: <43988785.2090904@nsuok.edu>
Message-ID: <6.2.1.2.2.20051208142854.03376470@po14.mit.edu>

At Thursday 12/8/2005 02:20 PM, Craig Stevenson wrote:
>RT-ers:
>
>I would like to suspend all email emitted from RT.  Is there some ACE 
>switch that I can use to turn this off.

We implemented a new RT config variable to do this. It requires a small 
change to the RT API. I can share the code if you're interested.

Steve



From jesse at bestpractical.com  Thu Dec  8 14:32:44 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 8 Dec 2005 14:32:44 -0500
Subject: [rt-users] stopping emaisl
In-Reply-To: <6.2.1.2.2.20051208142854.03376470@po14.mit.edu>
References: <43988785.2090904@nsuok.edu>
	<6.2.1.2.2.20051208142854.03376470@po14.mit.edu>
Message-ID: <20051208193244.GG18155@bestpractical.com>




On Thu, Dec 08, 2005 at 02:30:39PM -0500, Stephen Turner wrote:
> At Thursday 12/8/2005 02:20 PM, Craig Stevenson wrote:
> >RT-ers:
> >
> >I would like to suspend all email emitted from RT.  Is there some ACE 
> >switch that I can use to turn this off.
> 
> We implemented a new RT config variable to do this. It requires a small 
> change to the RT API. I can share the code if you're interested.

You can also use sendmailpipe and a SendmailCommand of /bin/true, I
believe.
> 
> Steve
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 

-- 


From brian.maillists at gmail.com  Thu Dec  8 15:43:42 2005
From: brian.maillists at gmail.com (Brian Benson)
Date: Thu, 8 Dec 2005 12:43:42 -0800
Subject: [rt-users] Re: Reply to ticket: This transaction appears to have no
	content
In-Reply-To: <58defec70512080951g613cfc3fl94be60efa866b290@mail.gmail.com>
References: <58defec70512080951g613cfc3fl94be60efa866b290@mail.gmail.com>
Message-ID: <58defec70512081243g7f2058fj11787ac32a7fe6a@mail.gmail.com>

More info:
#######################################
#The Correspondence template looks like this:
#######################################
RT-Attach-Message: yes

{$Transaction->Content()}


---------------------------------------
You may reply to this email to update the ticket.

#######################################
#But the actual correspondence looks like this:
#######################################
This transaction appears to have no content


---------------------------------------
You may reply to this email to update the ticket.
at least 512 MB, so 2 dimms 256 each

#######################################
#That last line should be the message content, but instead it floods into
the bottom of the message.

Thanks for any help in advance,
-Brian
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051208/eeb1292c/attachment.htm>

From mikef at ack.Berkeley.EDU  Thu Dec  8 15:45:26 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Thu, 8 Dec 2005 12:45:26 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
Message-ID: <20051208123806.V83838@malcolm.berkeley.edu>

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

I've configured my RT (3.4.2) to log to a file.  When I first set this up, 
I noticed that the timestamps were in GMT, unlike syslog logging (which I 
was using before), that uses local time.

To cause local time to be used in my file logs, I decided to modify RT.pm, 
where the $RT::Logger method is called, to return '[localtime(time)]' 
instead of '[gmtime(time)]'.  I made a copy of RT.pm in local/lib and 
restarted RT.

Now I find that most of the entries in my log file are, indeed, in local 
time, but interspersed are messages still using GMT.  Is there some other 
place besides RT.pm that I must change to get consistent local time in my 
log file?

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/AwUBQ5ibaa0bf1iNr4mCEQLXmQCfZdxXRWhTVfxwnwn+nbuPpJRKZ0YAn3Lu
YZRsuIgDFBWnyfR6RrZML4lb
=8GNM
-----END PGP SIGNATURE-----


From sam.howard at gmxtechnologies.com  Thu Dec  8 16:54:15 2005
From: sam.howard at gmxtechnologies.com (sam.howard at gmxtechnologies.com)
Date: Thu, 08 Dec 2005 14:54:15 -0700
Subject: [rt-users] CreateTickets action fails to execute template
In-Reply-To: <43970712.90808@gmxtechnologies.com>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>	<4395CAFE.4000908@lbl.gov>	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>	<4396B9C5.40604@brummix.de>
	<43970712.90808@gmxtechnologies.com>
Message-ID: <4398AB87.6000702@gmxtechnologies.com>

Hi.

On RT 3.4.4 (debian based), we are trying to create a scrip/template 
combination that will open tickets and relate them back to a master 
ticket based on the settings of various custom fields.

I _had_ this working yesterday, and now I can't figure out why it 
doesn't work now!

Here's the actions and symptoms I see:

 * Ticket gets modified
 * Scrip with User Defined condition fires
  * Scrip condition checks out and "return 1;"s
 * CreateByTemplate logs to the debug file

And then nothing.

What I DO NOT see is the Template being executed.  The first line of 
code in the template logs to the debug file, and that never shows up!

If I change the Action to "Notify Owner", the template gets executed and 
I get an e-mail with the ===Create-Ticket stuff in it.

What could be causing the "Create Tickets" action to fail to execute the 
template???  I've looked in CreateTickets.pm, but don't see anything in 
there that tips me off.  I put a debug line in Parse, and I see it 
enters Parse, but I never see the template execution debugging, so I'm 
completely at a loss.

Help!  I'm almost out of hair to rip out!!

**** Debug log: ****

[Thu Dec  8 21:41:09 2005] [debug]: About to commit scrips for 
transaction #17171 
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:169)
[Thu Dec  8 21:41:09 2005] [debug]: Found 1 scrips 
(/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:356)
[Thu Dec  8 21:41:09 2005] [debug]: In scrip Subtask Manager - 
ChangeTicket ((eval 412):1)
[Thu Dec  8 21:41:09 2005] [debug]: Subtask Manager - ChangeTicket - 
Trans Type: CustomField ((eval 412):7)
[Thu Dec  8 21:41:09 2005] [debug]: Subtask Manager - ChangeTicket - GO! 
((eval 412):9)
[Thu Dec  8 21:41:09 2005] [debug]: In CreateByTemplate 
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:561)

**** Scrip configuration: ****

Description: Subtask Manager - ChangeTicket
Condition: User Defined
Action: Create Tickets
Template: Subtask Manager
Stage: TransactionBatch  (which is enabled)

**** Scrip custom condition: ****

$RT::Logger->debug("In scrip Subtask Manager - ChangeTicket");

my $ticket = $self->TicketObj;
my @batch = @{$ticket->TransactionBatch};

foreach my $txn (@batch) {
  $RT::Logger->debug("Subtask Manager - ChangeTicket - Trans Type: " . 
$txn->Type);
  if ($txn->Type eq 'CustomField') {
    $RT::Logger->debug("Subtask Manager - ChangeTicket - GO!");
    return 1;
  }
}

$RT::Logger->debug("Subtask Manager - ChangeTicket - Does Not Apply");
return 0;

**** Template - Subtask Manager **** Never seems to get executed with 
Action: Create Tickets because I never see the first logging line

{
  $RT::Logger->debug("Subtask Manager - ChangeTicket - Starting...");

  my @batch = @{$Ticket->TransactionBatch};
 
  foreach my $txn(@batch) {
    $RT::Logger->debug("Subtask Manager - ChangeTicket - Trans Type: " . 
$txn->Type);
    if (($txn->Type eq 'CustomField') &&
        ($txn->NewValue eq 'Required')) {

      # Get the Custom Field name
      my $cf = RT::CustomField->new($Ticket->CurrentUser());
      $cf->Load($txn->Field);
      my $field = $cf->Name();

      # Create the Subject line for the individual sub-tickets
      my $subject = $Transaction->Subject || $Ticket->Subject;
      $subject =~ s/MASTER/$field/ie;

      $RT::Logger->debug("Subtask Manager - ChangeTicket - Creating 
Ticket for ", $subject);

      $Ticket->Comment(Content => 'Created subtask ticket for ' . $field);

      $OUT .= '===Create-Ticket: ' . $field . "\n";
      $OUT .= 'Queue: ' . $field . "\n";
      $OUT .= 'Subject: ' . $subject . "\n";
      $OUT .= 'Requestor: ' . $Ticket->OwnerObj->EmailAddress() . "\n";
      $OUT .= 'RefersTo: ' . $Ticket->id . "\n";
      $OUT .= 'Content: ' . $Ticket->Transactions->First->Content() . "\n";
      $OUT .= "ENDOFCONTENT\n";
    }
  }

  $RT::Logger->debug("Template output", $OUT);

  $OUT;
}


From stevensc at nsuok.edu  Thu Dec  8 18:00:29 2005
From: stevensc at nsuok.edu (Craig Stevenson)
Date: Thu, 08 Dec 2005 17:00:29 -0600
Subject: [rt-users] alterin html
Message-ID: <4398BB0D.704@nsuok.edu>

Hi:

Thanks for the help on my email problems. 

I am seeking advice on how to proceed.  We would like to alter the 
display of the ticket when sent to the printer.  We have modified the 
css file accordingly.  The selection of which css (rt or ours) is made 
by checking the media.

We would like to add some fields to print out.  For instance, add a 
signature line, and some entries for start and stop time.  Someone will 
then go back enter the time data into RT.

to be clear, seeing something like this:

START ____________ STOP _____________
SIGNATURE___________________________

somewhere on the print out.

I am browsing through the many html files and am not seeing what needs 
to be modified.

Any comments on this venture would be well appreciated.

Enjoy the evening!

-- 
Craig Stevenson
|| stevensc at nsuok.edu | 918-456-5511x5955
|| Northeastern State University
|| 601 N. Grand | Tahlequah, Oklahoma 74464-2399




From iqbala-rt-users at qwestip.net  Thu Dec  8 20:37:51 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Thu, 8 Dec 2005 20:37:51 -0500
Subject: [rt-users] Do not send autoreply to certain emails
Message-ID: <20051209013751.GB21628@qwestip.net>

Hi All

Is there a way I can setup my queue so that for certain email(s) it does
not create an autoreply? There are two cases where I need this

1. When the email comes from a host and user at host is not a valid email
address or has no valid INBOX to receive the reply.

2. Another group--outside our control--also using RT to create ticket in
our queue and the RT goes back-and-forth bouncing with autoreplies.

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 iqbala-rt-users at qwestip.net  Thu Dec  8 22:36:59 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Thu, 8 Dec 2005 22:36:59 -0500
Subject: [rt-users] Do not send autoreply to certain emails
In-Reply-To: <20051209013751.GB21628@qwestip.net>
References: <20051209013751.GB21628@qwestip.net>
Message-ID: <20051209033659.GA5579@qwestip.net>

On Thu, Dec 08, 2005 at 08:37:51PM, Asif Iqbal wrote:
> Hi All
> 
> Is there a way I can setup my queue so that for certain email(s) it does
> not create an autoreply? There are two cases where I need this
> 
> 1. When the email comes from a host and user at host is not a valid email
> address or has no valid INBOX to receive the reply.
> 
> 2. Another group--outside our control--also using RT to create ticket in
> our queue and the RT goes back-and-forth bouncing with autoreplies.
> 
> Thanks
> 

I found the following two links contributed by Bruce Campbell

http://download.bestpractical.com/pub/rt/contrib/2.0/AutoReplySquelch.tgz
http://www.fsck.com/pub/rt/contrib/2.0/UpdateSquelch/

Will they work for RT 3.2.3?

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 sam.howard at gmxtechnologies.com  Thu Dec  8 23:01:13 2005
From: sam.howard at gmxtechnologies.com (sam.howard at gmxtechnologies.com)
Date: Thu, 08 Dec 2005 21:01:13 -0700
Subject: [rt-users] CreateTickets action fails to execute template
In-Reply-To: <4398AB87.6000702@gmxtechnologies.com>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>	<4395CAFE.4000908@lbl.gov>	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>	<4396B9C5.40604@brummix.de>	<43970712.90808@gmxtechnologies.com>
	<4398AB87.6000702@gmxtechnologies.com>
Message-ID: <43990189.4070602@gmxtechnologies.com>

OK, I've figured out a few things ...

It seems that the CreateTickets action *requires* the template start 
with "===Create-Ticket: foo" ... and the active perl parsing happens 
*after* the template is initially read in.

What this means for me is that I can't find any way to create multiple 
tickets via an active perl template.  :(

So, I've tried to switch to plan C and do individual tickets (i.e. 
TransactionCreate instead of TransactionBatch).  However, I can't seem 
to figure out what objects and methods are available to me in the 
template with a CreateTickets action.

Stuff like $Ticket and $Transaction don't seem to be available ... only 
$Tickets{'Top'}.

I found a $Tickets{'TOP'}->Transactions(), which does indeed return me 
an object of RT::Transactions, but that doesn't seem to have a Field() 
method like an RT::Transaction would.

All I want to do is find out what the heck the transaction type and 
value are so I can create my subtickets, but that sure isn't going easy.

I'm at the point where I'm just totally shotgun coding, which I hate 
doing, so I'm stopping for the night and hoping for some good news from 
the list tonight!

Thanks,
Sam


From iqbala-rt-users at qwestip.net  Thu Dec  8 23:16:21 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Thu, 8 Dec 2005 23:16:21 -0500
Subject: [rt-users] Managing SPAM queue
Message-ID: <20051209041621.GB5579@qwestip.net>

Hi All

I am using spamassassin before sending the email to RT. So it filters
out most-of-the spams before it reaches the queue. However there are
some spams that manage to slip thru the filter and make it to the queue
from time to time.

To collect those tickets I created a separate queue call SPAM. Users
drop those spam tickets in that queue and that part works just fine.
Now I want pull those tickets out of the queue and pipe it through my 
spam learner and then delete them. I think to do it as a cronjob would 
be most efficient.

However to achieve that I need to find a way grab the ticket with full headers in cli.

Any suggestion or hints on this or pointing to a already better approach
would be greatly appreciated.

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 lwang at clusterfs.com  Fri Dec  9 04:34:05 2005
From: lwang at clusterfs.com (lwang)
Date: Fri, 09 Dec 2005 17:34:05 +0800
Subject: [rt-users] Attachment content encoding?
Message-ID: <43994F8D.1030703@clusterfs.com>

Hi all,

When I used rt CLI to download an attachment (Excel file) I found that 
its content is different from its original one.

Seems that rt automatically converts its encoding.

How can I get the original Excel file by rt CLI.  I know that the 
content is right if I download it by a web browser.

Any suggestion is appreciated.

- Wang


From JoopvandeWege at mococo.nl  Fri Dec  9 05:00:11 2005
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 09 Dec 2005 11:00:11 +0100
Subject: [rt-users] extremely slow rt response, query hanging
In-Reply-To: <20051208170005.00FF74D8332@diesel.bestpractical.com>
References: <20051208170005.00FF74D8332@diesel.bestpractical.com>
Message-ID: <20051209104644.D8A3.JOOPVANDEWEGE@mococo.nl>


On Thu,  8 Dec 2005 12:00:05 -0500 (EST)
rt-users-request at lists.bestpractical.com wrote:


> At Wednesday 12/7/2005 03:54 AM, Harald Wagener wrote:
> >Hello,
> >One of our users constructed a search on our RT 3.2.2 instance which
> >is slowing the system down quite a lot:
> >
> >SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions
> >Transactions_1, Attachments Attachments_2  WHERE ((main.EffectiveId =
> >main.id)) AND ((main.Status != 'deleted')) AND ((main.Type =
> >'ticket')) AND ((main.Subject LIKE '%Performance%')OR
> >( (Attachments_2.Content LIKE '%Performance%')AND 
> >(Attachments_2.TransactionId = Transactions_1.id)AND(main.id =
> >Transactions_1.Ticket) ) )
> 
> For what it's worth, we've experienced this when searching on Subject & 
> Content together (RT 3.4.2, Oracle 9). Either a subject search or a content 
> search is OK, but not both together. I haven't had time to profile the 
> query, so I can't shed any light on a solution.

I just had a look at our Oracle9 instance with our production RT on it
and tried to run that query but it contains atleast one mistake. Could
be the fact that we're running RT-3.4.3 and not 3.2.2
So this is the query that is run on our instance when asking for subject
like 'structuur' and content matching 'betrekking'.

SELECT COUNT (DISTINCT main.ID)
  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 (    (LOWER (main.subject) LIKE '%structuur%')
        AND (    (contains (attachments_2.content, 'betrekking') > 0)
             AND (attachments_2.transactionid = transactions_1.ID)
             AND (main.ID = transactions_1.objectid)
            )
       )


There are a couple of things to be noted:
- we modify the query if it searches for content (contains clause)
- there is an appropriate index for this.
- we must explicitly use wildcards if we want to use them (SB does the
reverse)

Execution time of this query is 350ms ;-)
What would kill its performance is using wildcards at the front of the
search string ('%betrekking%'), killing its index. This will be slow for
any database relying on indices.
See the following example from our dbiprof output:
#####[ 1 ]###########################################################
  Count         : 15
  Total Time    : 991.093903 seconds
  Longest Time  : 859.530297 seconds
  Shortest Time : 0.000017 seconds
  Average Time  : 66.072927 seconds
  Key 1         :

/* Formatted on 2005/12/09 10:57 (Formatter Plus v4.8.7) */
SELECT COUNT (DISTINCT main.ID)
  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.queue = '27')
        AND (    (contains (attachments_2.content, '%fixed%') > 0)
             AND (attachments_2.transactionid = transactions_1.ID)
             AND (main.ID = transactions_1.objectid)
            )
       )
 
And the corresponding entry from the first query:
#####[ 37 ]###########################################################
  Count         : 15
  Total Time    : 2.809959 seconds
  Longest Time  : 2.155377 seconds
  Shortest Time : 0.000011 seconds
  Average Time  : 0.187331 seconds
  Key 1         :
 
Hope this will help you Steve and maybe other users using Oracle with
problems searching on Content.

Joop

---
Joop van de Wege <JoopvandeWege at mococo.nl>



From Ahalya_Nathan at mudnebr.com  Fri Dec  9 10:15:28 2005
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Fri, 9 Dec 2005 09:15:28 -0600
Subject: [rt-users] RT performance question
Message-ID: <D822A1AD37DDBB4CA20C434BA9BA10EF01050E96@MALCWH02.mud.com>

Hi all,

Can anyone tell me if the performance for RT using FastCGI is slower
when compared to mod-perl? How can you avoid the performance issue?

 

Thanks

Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 504-7180 phone

(402) 504-5180 fax

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051209/3f6662c3/attachment.htm>

From kfh at mqsoftware.com  Fri Dec  9 10:29:26 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Fri, 9 Dec 2005 09:29:26 -0600
Subject: I'm an idiot (was RE: Announcing RTx::Statistics v0.1.6 (was RE:
	[rt-users] Re: statistics module))
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAEA8@mailservermn.mqsoftware.com>

<SIGH>

OK, my fault. I made the wrong archive available for download, and
didn't even realize my mistake when someone pointed out that it said
RC1.

The version that I actually posted was pre-RTx and is missing a lot of
fixes.

I've made the correct one available at the download site, and removed
the old ones.  The filename is RTx-Statistics-0.1.6.tar.gz.

"Sorry about that Chief!"

-- 

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


> -----Original Message-----
> From: Kelly F. Hickel
> Sent: Monday, December 05, 2005 12:42 PM
> To: Kelly F. Hickel; Jesse Vincent
> Cc: Richard Ellis; Torsten Brumm; RT USERS
> Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users] Re:
> statistics module)
> 
> Oh, also, I should be moving it to CPAN in the next week, I'll just
update
> the wiki at that time, and probably leave it on my ftp site for
another
> couple weeks.
> 
> --
> 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: Kelly F. Hickel
> > Sent: Monday, December 05, 2005 12:39 PM
> > To: 'Jesse Vincent'
> > Cc: Richard Ellis; Torsten Brumm; RT USERS
> > Subject: RE: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
Re:
> > statistics module)
> >
> > Sorry, just as I was writing, I was "summoned" to lunch! ;>
> >
> >
> > Anyhow, there's a ton of code cleanup (although there's certainly
more
> to
> > do).  The tables match the style of the rest of RT, the graph boxes
have
> > been standardized and cleaned up. I added a spreadsheet download to
a
> > couple of the pages (waiting for feedback and a chance to
standardize
> > before I added the rest), the various boxes can be collapsed ala the
> rest
> > of RT. A number of incorrect behaviors have been corrected (e.g.
"See
> > Weekends" isn't broken any more), it was packaged with RTx, so
there's
> an
> > installer.  Just more yummy goodness for the same price!
> >
> > There may be some more details in the readme (which is also posted
at
> the
> > wiki).
> >
> > I was going to put up some screenshots, but I don't have an instance
> with
> > much good data in it (we still haven't switched our support team to
RT
> > from bugzilla yet). Rik, can you come up with some postable
screenshots?
> >
> >
> > --
> >
> > Kelly F. Hickel
> > Senior Software Architect
> > MQSoftware, Inc
> > 952.345.8677
> > kfh at mqsoftware.com
> >
> >
> > > -----Original Message-----
> > > From: Jesse Vincent [mailto:jesse at bestpractical.com]
> > > Sent: Monday, December 05, 2005 11:51 AM
> > > To: Kelly F. Hickel
> > > Cc: Richard Ellis; Torsten Brumm; RT USERS
> > > Subject: Re: Announcing RTx::Statistics v0.1.6 (was RE: [rt-users]
Re:
> > > statistics module)
> > >
> > >
> > >
> > >
> > > On Mon, Dec 05, 2005 at 11:40:50AM -0600, Kelly F. Hickel wrote:
> > > > OK, I've just updated the wiki and put the new package on the
> > anonymous
> > > > ftp site. (see
> > > > http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage).
> > > >
> > > > Statistics is now RTx::Statistics and comes with an installer.
> > > >
> > > > Give it a try (if you feel brave, if you're less brave, wait a
week
> or
> > > > so!).
> > > >
> > >
> > > What's new in the new version?



From nadeem.shahbaz at prog.awpdc.com  Fri Dec  9 11:04:38 2005
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Fri, 09 Dec 2005 21:04:38 +0500
Subject: [rt-users] Two RTs on one box
Message-ID: <4399AB16.2090509@prog.awpdc.com>

Hi LIST !
	i want to have two separate RT system on one machine ... any
suggestions and guideline regarding it ?

Thanks in advance

Nadeem



From m-liebman at northwestern.edu  Fri Dec  9 11:07:57 2005
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 9 Dec 2005 11:07:57 -0500
Subject: [rt-users] Two RTs on one box
In-Reply-To: <4399AB16.2090509@prog.awpdc.com>
References: <4399AB16.2090509@prog.awpdc.com>
Message-ID: <20051209160757.GA13511@SDF.LONESTAR.ORG>

On Fri, Dec 09, 2005 at 09:04:38PM +0500, Nadeem Shahbaz wrote:
> Hi LIST !
> 	i want to have two separate RT system on one machine ... any
> suggestions and guideline regarding it ?

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

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From robert_marier at mcad.edu  Fri Dec  9 15:27:07 2005
From: robert_marier at mcad.edu (Robert Marier)
Date: Fri, 09 Dec 2005 14:27:07 -0600
Subject: [rt-users] OSX, RT, Perl Oh My!
In-Reply-To: <6EF7DF76-FD02-415E-BADD-64EA994B5D1E@tbwachiat.com>
References: <4395FE5A.3040100@mcad.edu>
	<6EF7DF76-FD02-415E-BADD-64EA994B5D1E@tbwachiat.com>
Message-ID: <4399E89B.4000702@mcad.edu>

Thanks much Steve. 

As far as running the two version of Perl concurrently, is that possible?

The next step after wrapping up the Perl install is to get mod_perl or FAST_CGI installed.  Which is preferred in an OSX environment?

Additionally, what installation method is recommended:  cpan, darwinports, etc?  And which is more maintainable?

-Robert



On 12/6/2005 3:40 PM, Steve Rieger wrote:

> i installed rt 3.4.4 from source on tiger with no issues,
>
> you can install darwinports perl as it will install it into /opt/bin 
> and the system perl is in /usr/bin
>
> just use the cpan thats in /opt/bin and make sure to tell rt to use 
> that one as well,
>
> also you can more awstats to /opt/bin/perl as i dont believe that it 
> has many dependecies, give it a shot it should work.
>
>
> On Dec 6, 2005, at 4:10 PM, Robert Marier wrote:
>
>> Greetings all.  I'm planning on installing the needed software  packages
>> for RT on OSX via darwinports, as that seems to make the most sense.
>>
>> * Question:
>> We already have Perl installed, but it's too old (v5.8.1).  It was not
>> installed via darwinports.  If I install the newer version, am I going
>> to cause any conflicts with the already installed version? Does the
>> prior version need to be removed? We currently run a stats package
>> (awstats) that makes use of Perl.  I'm mainly concerned about breaking
>> any applications, and making sure RT works properly (heh, who isn't 
>> right?).
>>
>> Thanks in advance,
>>
>> Robert
>



From robert_marier at mcad.edu  Fri Dec  9 15:45:35 2005
From: robert_marier at mcad.edu (Robert Marier)
Date: Fri, 09 Dec 2005 14:45:35 -0600
Subject: [rt-users] OSX, RT, Perl Oh My!
In-Reply-To: <4399E89B.4000702@mcad.edu>
References: <4395FE5A.3040100@mcad.edu>	<6EF7DF76-FD02-415E-BADD-64EA994B5D1E@tbwachiat.com>
	<4399E89B.4000702@mcad.edu>
Message-ID: <4399ECEF.3070804@mcad.edu>

Something I left out from my message is that we're currently running
Apache 1.3.33 and it was not installed by darwinports.  In case that
makes a difference.

-R


On 12/9/2005 2:27 PM, Robert Marier wrote:

>Thanks much Steve. 
>
>As far as running the two version of Perl concurrently, is that possible?
>
>The next step after wrapping up the Perl install is to get mod_perl or FAST_CGI installed.  Which is preferred in an OSX environment?
>
>Additionally, what installation method is recommended:  cpan, darwinports, etc?  And which is more maintainable?
>
>-Robert
>
>
>
>On 12/6/2005 3:40 PM, Steve Rieger wrote:
>
>  
>
>>i installed rt 3.4.4 from source on tiger with no issues,
>>
>>you can install darwinports perl as it will install it into /opt/bin 
>>and the system perl is in /usr/bin
>>
>>just use the cpan thats in /opt/bin and make sure to tell rt to use 
>>that one as well,
>>
>>also you can more awstats to /opt/bin/perl as i dont believe that it 
>>has many dependecies, give it a shot it should work.
>>
>>
>>On Dec 6, 2005, at 4:10 PM, Robert Marier wrote:
>>
>>    
>>
>>>Greetings all.  I'm planning on installing the needed software  packages
>>>for RT on OSX via darwinports, as that seems to make the most sense.
>>>
>>>* Question:
>>>We already have Perl installed, but it's too old (v5.8.1).  It was not
>>>installed via darwinports.  If I install the newer version, am I going
>>>to cause any conflicts with the already installed version? Does the
>>>prior version need to be removed? We currently run a stats package
>>>(awstats) that makes use of Perl.  I'm mainly concerned about breaking
>>>any applications, and making sure RT works properly (heh, who isn't 
>>>right?).
>>>
>>>Thanks in advance,
>>>
>>>Robert
>>>



From vivek at khera.org  Fri Dec  9 15:50:11 2005
From: vivek at khera.org (Vivek Khera)
Date: Fri, 9 Dec 2005 15:50:11 -0500
Subject: [rt-users] RT performance question
In-Reply-To: <D822A1AD37DDBB4CA20C434BA9BA10EF01050E96@MALCWH02.mud.com>
References: <D822A1AD37DDBB4CA20C434BA9BA10EF01050E96@MALCWH02.mud.com>
Message-ID: <0864CD57-7AE7-40C3-95D2-4F52D3769DF9@khera.org>


On Dec 9, 2005, at 10:15 AM, Nathan, Ahalya wrote:

> Can anyone tell me if the performance for RT using FastCGI is  
> slower when compared to mod-perl? How can you avoid the performance  
> issue?

FastCGI and mod_perl for RT are pretty much equivalent in speed.

What exactly is "the performance issue" you are worried about?

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051209/d239e1e1/attachment.htm>

From gkocur at ux.pl  Fri Dec  9 16:16:03 2005
From: gkocur at ux.pl (Grzegorz Kocur)
Date: Fri, 9 Dec 2005 22:16:03 +0100
Subject: [rt-users] RT 3.4.4+RTFM 2.2.0rc1 - 2 problems
Message-ID: <20051209211603.GF25502@zion.ux.pl>

Hi, i just installed rt 3.4.4 and rtfm 2.2.0rc1, and found 2 problems:
1.
If i want to include rtfm article to answer, after clicking "Go!" i get:


error:   	Can't locate object method "count" via package
"RT::ObjectCustomFieldValues" at
/usr/local/lib/rt3/share/html/RTFM/Article/Elements/Preformatted line
28.
context:  	
...  	
24:  	%my $cfs = $Article->CustomFields;
25:  	% while (my $cf = $cfs->Next) {
26:  	% my $values = $Article->CustomFieldValues($cf->Id);
27:  	
28:  	% if ($values->count == 1) {
29:  	% my $value = $values->First;
30:  	% my $content = $value ? $value->Content : "";
31:  	% if ($content =~ /<(.{1,5})>/) {
32:  	% $content = de_htmlify($content);
...  	
code stack:
/usr/local/lib/rt3/share/html/RTFM/Article/Elements/Preformatted:28
/usr/local/lib/rt3/share/html/Callbacks/RTFM/Elements/MessageBox/Default:24
/usr/local/lib/rt3/share/html/Elements/Callback:83
/usr/local/lib/rt3/share/html/Elements/MessageBox:46
/usr/local/lib/rt3/share/html/Ticket/Update.html:122
/usr/local/lib/rt3/share/html/autohandler:215

Changing count to Count (and cleaning cache) fixed this problem.

2. Sending message with rtmf article attached produces this:

error:   	Can't call method "Id" on an undefined value at
/usr/local/lib/rt3/local/lib/RT/URI/fsck_com_rtfm.pm line 147.
context:  	
...  	
143:  	}
144:  	}
145:  	
146:  	$self->{'object'} = $article;
147:  	return ($article->Id);
148:  	}
149:  	
150:  	=head2 IsLocal
151:  	
...  	
code stack:  	/usr/local/lib/rt3/local/lib/RT/URI/fsck_com_rtfm.pm:147
/usr/local/lib/rt3/lib/RT/URI.pm:144
/usr/local/lib/rt3/lib/RT/Ticket_Overlay.pm:2610
/usr/local/lib/rt3/lib/RT/Ticket_Overlay.pm:2589
/usr/local/lib/rt3/lib/RT/Interface/Web.pm:1496
/usr/local/lib/rt3/lib/RT/Interface/Web.pm:1446
/usr/local/lib/rt3/share/html/Ticket/Display.html:144
/usr/local/lib/rt3/share/html/Ticket/Update.html:214
/usr/local/lib/rt3/share/html/autohandler:215

After changing fsck_com_rtfm.pm to file from rtmf 2.0.4 it's OK.


-- 
Grzegorz Kocur
Ux Systems http://www.ux.pl


From hdimer at prolexic.com  Fri Dec  9 18:36:49 2005
From: hdimer at prolexic.com (Haim Dimer)
Date: Fri, 9 Dec 2005 18:36:49 -0500
Subject: [rt-users] OSX, RT, Perl Oh My!
In-Reply-To: <4399E89B.4000702@mcad.edu>
References: <4395FE5A.3040100@mcad.edu>
	<6EF7DF76-FD02-415E-BADD-64EA994B5D1E@tbwachiat.com>
	<4399E89B.4000702@mcad.edu>
Message-ID: <02FC30B6-E6C4-45DE-988D-54C1647BCF2F@prolexic.com>

I found I was able to get RT to work on my iMac by installing all the  
perl modules via cpan, some libraries needed by these modules through  
fink, as well as mysql through fink.

As far as Apache and mod_perl, I compiled it from scratch.

Haim Dimer
Systems Administrator
Prolexic Technologies
866-800-0366 x 1023



On Dec 9, 2005, at 3:27 PM, Robert Marier wrote:

> Thanks much Steve.
>
> As far as running the two version of Perl concurrently, is that  
> possible?
>
> The next step after wrapping up the Perl install is to get mod_perl  
> or FAST_CGI installed.  Which is preferred in an OSX environment?
>
> Additionally, what installation method is recommended:  cpan,  
> darwinports, etc?  And which is more maintainable?
>
> -Robert
>
>
>
> On 12/6/2005 3:40 PM, Steve Rieger wrote:
>
>> i installed rt 3.4.4 from source on tiger with no issues,
>>
>> you can install darwinports perl as it will install it into /opt/bin
>> and the system perl is in /usr/bin
>>
>> just use the cpan thats in /opt/bin and make sure to tell rt to use
>> that one as well,
>>
>> also you can more awstats to /opt/bin/perl as i dont believe that it
>> has many dependecies, give it a shot it should work.
>>
>>
>> On Dec 6, 2005, at 4:10 PM, Robert Marier wrote:
>>
>>> Greetings all.  I'm planning on installing the needed software   
>>> packages
>>> for RT on OSX via darwinports, as that seems to make the most sense.
>>>
>>> * Question:
>>> We already have Perl installed, but it's too old (v5.8.1).  It  
>>> was not
>>> installed via darwinports.  If I install the newer version, am I  
>>> going
>>> to cause any conflicts with the already installed version? Does the
>>> prior version need to be removed? We currently run a stats package
>>> (awstats) that makes use of Perl.  I'm mainly concerned about  
>>> breaking
>>> any applications, and making sure RT works properly (heh, who isn't
>>> right?).
>>>
>>> Thanks in advance,
>>>
>>> Robert
>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media  
> at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/ 
> training.html



From ESchultz at corp.untd.com  Fri Dec  9 19:31:05 2005
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Fri, 9 Dec 2005 16:31:05 -0800
Subject: [rt-users] Cannot query with more than one watcher using AND
Message-ID: <5613F89D78D2F545A40423EBA5535C300742D9B9@LAXEVS01.lax.corp.int.untd.com>

Please see this ticket I filed for RT:
http://rt3.fsck.com/Ticket/Display.html?id=7197

I'm not sure why there's a lack of understanding, I thought it was pretty straight-forward.  To re-iterate my original point...  Consider the following query run at rt3.fsck.com:

Requestor.EmailAddress = 'jesse at bestpractical.com' AND Cc.EmailAddress = 'arthur at West.NL'

This should return 8 tickets, but returns 0.  There is something wrong with how the tables are joined when you do a query with more than one watcher.  From looking at the raw query that gets to MySQL, it appears to be a problem with how the schema is laid out, with Groups.Type being tied to Users through GroupMembers (or CachedGroupMembers).  The clobbering is especially apparent when you try to do something like:

( Owner = '34' OR Watcher.Name = 'eschultz' ) AND Requestor.EmailAddress NOT LIKE 'eschultz'

That is, I want all tickets that I own or am a watcher on, but not ones I have requested (just me as owner, CC, or AdminCC).  But that produces SQL like this:

AND ( ( (main.Owner = '34')OR ( (Users_3.Name = 'eschultz') ) ) AND ( (Users_3.EmailAddress NOT LIKE '%eschultz%')AND(Groups_1.Type = 'Requestor') ) )

In other words, select from Users where it is eschultz and also where it is *not* eschultz.  Oops.

Let me know if I should instead be asking this question on rt-devel.

Thanks,
Eric Schultz


From dikim at osl.iu.edu  Fri Dec  9 19:33:40 2005
From: dikim at osl.iu.edu (DongInn Kim)
Date: Fri, 09 Dec 2005 19:33:40 -0500
Subject: [rt-users] Problem with migrating rt-2.0.15 to rt-3.0.x
Message-ID: <439A2264.1090100@osl.iu.edu>

Hi lists,

I am planning to migrate rt-2.0.15 to rt-3.0.x and then to move rt-3.0.x
to rt-3.4.4 or 3.5.x.
There is no problem with dumping rt-2.0.15 to my dumpfile(rt-2.0-to-dumpfile DUMP_DIR) but
I have a problem with restoring the dumpfile of rt-2.0.15 to rt-3.0.x.


When the dumpfile is restored, it does not seem to have a real error but
I got the two errors or warnings (?)
in the middle of proceeding "dumpfile-to-rt-3.0 DUMP_DIR".
The errors / warnings are
Unknown encoding 'x-unknown' at ./dumpfile-to-rt-3.0 line 689

The above message showed up twice while I was retoring the dumpfile to
the rt-3.0.x database.

After dumpfile-to-rt-3.0, I opened up my rt-3.0.x on the web browser and
it looked OK until I login.
Once I login, some tickets that I have got on rt-2.0.15 are missing and
any links are broken.
It shows some raw messages which look not fully interpreted.

I have checked the various mails on both devel and users lists to
resolve my problem but I could not find any proper answers.

I appreciate any help of my problem in advance.

Regards,

-- DongInn



From jesse at bestpractical.com  Fri Dec  9 19:45:36 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Dec 2005 19:45:36 -0500
Subject: [rt-users] Cannot query with more than one watcher using AND
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300742D9B9@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300742D9B9@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <20051210004536.GZ18155@bestpractical.com>




On Fri, Dec 09, 2005 at 04:31:05PM -0800, Schultz, Eric wrote:
> Please see this ticket I filed for RT:
> http://rt3.fsck.com/Ticket/Display.html?id=7197
> 
> I'm not sure why there's a lack of understanding, I thought it was pretty straight-forward.  To re-iterate my original point...  Consider the following query run at rt3.fsck.com:
> 
> Requestor.EmailAddress = 'jesse at bestpractical.com' AND Cc.EmailAddress = 'arthur at West.NL'
>

And what I thought I'd asked was how many tickets arthur at west.nl was the
CC on. But now I think I get it. Could you do me the favor of trying
this query with RT 3.5.6? We've done a fair bit of work on that section
of the Query Building engine.


From dikim at osl.iu.edu  Fri Dec  9 17:59:37 2005
From: dikim at osl.iu.edu (DongInn Kim)
Date: Fri, 09 Dec 2005 17:59:37 -0500
Subject: [rt-users] Problem with migrating rt-2.0.15 to rt-3.0.x
Message-ID: <439A0C59.1070508@osl.iu.edu>

Hi lists,

I am planning to migrate rt-2.0.15 to rt-3.0.x and then to move rt-3.0.x
to rt-3.4.4 or 3.5.x but
I have a problem with restoring the dumpfile of rt-2.0.15 to rt-3.0.x.
There was no problem with dumping rt-2.0.15 to my dumpfile.
(rt-2.0-to-dumpfile DUMP_DIR).
When the dumpfile is restored, it does not seem to have a real error but
I got the two errors or warnings (?)
in the middle of proceeding "dumpfile-to-rt-3.0 DUMP_DIR".
The errors / warnings are
Unknown encoding 'x-unknown' at ./dumpfile-to-rt-3.0 line 689

The above message showed up twice while I was retoring the dumpfile to
the rt-3.0.x database.

After dumpfile-to-rt-3.0, I opened up my rt-3.0.x on the web browser and
it looked OK until I login.
Once I login, some tickets that I have got on rt-2.0.15 are missing and
any links are broken.
It shows some raw messages which look not fully interpreted.

I have checked the various mails on both devel and users lists to
resolve my problem but I could not
find any proper answers. I appreciate any help of my problem in advance.

Regards,

-- DongInn



From iqbala-rt-users at qwestip.net  Sun Dec 11 13:56:00 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Sun, 11 Dec 2005 13:56:00 -0500
Subject: [rt-users] Managing SPAM queue
In-Reply-To: <20051209041621.GB5579@qwestip.net>
References: <20051209041621.GB5579@qwestip.net>
Message-ID: <20051211185559.GC15855@qwestip.net>

On Thu, Dec 08, 2005 at 11:16:21PM, Asif Iqbal wrote:
> Hi All
> 
> I am using spamassassin before sending the email to RT. So it filters
> out most-of-the spams before it reaches the queue. However there are
> some spams that manage to slip thru the filter and make it to the queue
> from time to time.
> 
> To collect those tickets I created a separate queue call SPAM. Users
> drop those spam tickets in that queue and that part works just fine.
> Now I want pull those tickets out of the queue and pipe it through my 
> spam learner and then delete them. I think to do it as a cronjob would 
> be most efficient.
> 
> However to achieve that I need to find a way grab the ticket with full headers in cli.
> 
> Any suggestion or hints on this or pointing to a already better approach
> would be greatly appreciated.

In otherwords is there a way, may be cli or may be api, that I can pull
a ticket's first transaction with all the email headers? Any reference
to the wiki/list archive/rt book will do and I can start from there.

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 lvanderf at internode.com.au  Sun Dec 11 18:04:42 2005
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Mon, 12 Dec 2005 09:34:42 +1030
Subject: [rt-users] sql - schema
Message-ID: <439CB08A.3010005@internode.com.au>

Hi.

I'm running and administrating a 3.4.4 installation of RT.
Is there an sql schema of this version around.

Kind regards.

-- 
Luke



From todd at chaka.net  Sun Dec 11 21:51:05 2005
From: todd at chaka.net (Todd Chapman)
Date: Sun, 11 Dec 2005 21:51:05 -0500
Subject: [rt-users] sql - schema
In-Reply-To: <439CB08A.3010005@internode.com.au>
References: <439CB08A.3010005@internode.com.au>
Message-ID: <20051212025105.GD9195@chaka.net>


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

On Mon, Dec 12, 2005 at 09:34:42AM +1030, Luke Vanderfluit wrote:
> Hi.
> 
> I'm running and administrating a 3.4.4 installation of RT.
> Is there an sql schema of this version around.
> 
> Kind regards.
> 
> -- 
> Luke
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html


From john.habermann at wilderness.org.au  Sun Dec 11 22:42:17 2005
From: john.habermann at wilderness.org.au (john habermann)
Date: Mon, 12 Dec 2005 14:42:17 +1100
Subject: [rt-users] creating web froms to interface with a queue
Message-ID: <a03253580512111942k3eaf78adof3e6f41287f0877@mail.gmail.com>

Hi

I am currently doing an evaluation of job tracking systems and was
wondering about creating web forms that provide an interface for
people to submit requests to an RT queue. Looking at something like
PloneCollector you can create a tracker item and then design the
schema to interfact with the queue. This will then give you the form
that you use to submit your request to the queue.

Does RT have anything like that, I couldn't see anything in the RT
Essentials book or the wiki. If I wanted to have a form in my intranet
for example to submit a request to an RT queue would I just build the
form based on the default fields and custom fields I have created for
that queue and then just have the form send the submission to the
email associated with that queue? Is that the easiest way to do this?

I can see from the rt used for cpan that they have forms generated by
requester tracker that interface to each queue. I just can't see where
it is explained how that sort of thing can be done. Perhaps that is
all part of the customisation of RT documentation I had a look at in
the wiki but i didn't notice it.

Thanks for any help and if anyone is interested in the review we are
doing it is available at http://www.ngogeeks.com/node/349

cheers
John
--
John Habermann
The Wilderness Society
www.wilderness.org.au


From todd at chaka.net  Sun Dec 11 23:34:02 2005
From: todd at chaka.net (Todd Chapman)
Date: Sun, 11 Dec 2005 23:34:02 -0500
Subject: [rt-users] creating web froms to interface with a queue
In-Reply-To: <a03253580512111942k3eaf78adof3e6f41287f0877@mail.gmail.com>
References: <a03253580512111942k3eaf78adof3e6f41287f0877@mail.gmail.com>
Message-ID: <20051212043402.GE9195@chaka.net>

On Mon, Dec 12, 2005 at 02:42:17PM +1100, john habermann wrote:
> Hi
> 
> I am currently doing an evaluation of job tracking systems and was
> wondering about creating web forms that provide an interface for
> people to submit requests to an RT queue. Looking at something like
> PloneCollector you can create a tracker item and then design the
> schema to interfact with the queue. This will then give you the form
> that you use to submit your request to the queue.
> 
> Does RT have anything like that, I couldn't see anything in the RT
> Essentials book or the wiki. If I wanted to have a form in my intranet
> for example to submit a request to an RT queue would I just build the
> form based on the default fields and custom fields I have created for
> that queue and then just have the form send the submission to the
> email associated with that queue? Is that the easiest way to do this?
> 
> I can see from the rt used for cpan that they have forms generated by
> requester tracker that interface to each queue. I just can't see where
> it is explained how that sort of thing can be done. Perhaps that is
> all part of the customisation of RT documentation I had a look at in
> the wiki but i didn't notice it.
> 
> Thanks for any help and if anyone is interested in the review we are
> doing it is available at http://www.ngogeeks.com/node/349

John,

There are a number of possible solutions. If the web form
would be on the same box as RT, you could use the RT API
to directly create tickets.

If RT is remote, you could use the REST interface. E-mail
would be fine for submitting tickets but not for looking
up information on open tickets.

-Todd


From medavian at gmail.com  Sun Dec 11 23:33:07 2005
From: medavian at gmail.com (Darrin Khan)
Date: Mon, 12 Dec 2005 15:33:07 +1100
Subject: [rt-users] Managing SPAM queue
In-Reply-To: <20051211185559.GC15855@qwestip.net>
References: <20051209041621.GB5579@qwestip.net>
	<20051211185559.GC15855@qwestip.net>
Message-ID: <3c038b660512112033p1c3f289dwc4e1a30ac816425b@mail.gmail.com>

Hello,

I too have been trying to find a solution to the exact same task.
At this stage we are looking at making copies of the incoming emails to disk
via procmail.
Using the /opt/rt3/bin/rt cli tool, selecting the tickets in the SPAM queue
and pulling out the message ID.
Then greping for the message-id to find the message in the folder on disk
and using that to import the origional message into spamassasin.

Very clunky way of doing it, but this is all I have been able to come up
with over the past few weeks of trying to find an efficient way of doing
this.

Hope this is of some help.

Darrin

On 12/12/05, Asif Iqbal <iqbala-rt-users at qwestip.net> wrote:
>
> On Thu, Dec 08, 2005 at 11:16:21PM, Asif Iqbal wrote:
> > Hi All
> >
> > I am using spamassassin before sending the email to RT. So it filters
> > out most-of-the spams before it reaches the queue. However there are
> > some spams that manage to slip thru the filter and make it to the queue
> > from time to time.
> >
> > To collect those tickets I created a separate queue call SPAM. Users
> > drop those spam tickets in that queue and that part works just fine.
> > Now I want pull those tickets out of the queue and pipe it through my
> > spam learner and then delete them. I think to do it as a cronjob would
> > be most efficient.
> >
> > However to achieve that I need to find a way grab the ticket with full
> headers in cli.
> >
> > Any suggestion or hints on this or pointing to a already better approach
> > would be greatly appreciated.
>
> In otherwords is there a way, may be cli or may be api, that I can pull
> a ticket's first transaction with all the email headers? Any reference
> to the wiki/list archive/rt book will do and I can start from there.
>
> 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
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>



--
Darrin Khan
medavian at gmail.com
"If you save the world too often, it begins to expect it..."
- Unknown
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051212/feb78589/attachment.htm>

From dshannon at techfluent.com  Mon Dec 12 01:39:17 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Mon, 12 Dec 2005 00:39:17 -0600
Subject: [rt-users] it seems to be a fuzzy answers only FAQ re: customer or
	client access to RT
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4509C993@TF-FS2.internal.techfluent.com>

Hi List-

I hate for my first post to the list to be a FAQ (which the archives
show it coming up every couple of months...) I've used RT for a bit over
a year now, it's a great system. Im implementing it a bit differently
for a new employer...

I, like many others, want to use RT as a helpdesk/task tracker type
system for Internal use, and for our customers.

We have help desk staff, that are on site with customers doing
network/desktop support for our customers.

We have internal projects/helpdesk issues to attend to.

I would like a system that:

1) Tracks my internal helpdesk and project tasks (DONE)
2) Allows for any one at a customer site to create helpdesk tickets
(DONE)
3) Allows for the Manager to login and get a feel for all of the tix
that his users have submitted to our RT w/o seeing any data for our
other customers. Manager prob. Has a few more rights than the users,
that is prob. Negotiable.
4) Allows for the user to login, track and correspond to their ticket.
(Basically DONE). Im not sure if it matters or not if the users would
see the other tickets from their company or not... 

So, I guess what it boils down to is getting #3 somehow, and fine tuning
#4. Basically, I need to use RT to track helpdesk tickets at multiple
tickets, give the requestor a way to get their problem solved, and a way
for the Manager at that client a way to get an over view of everything
for his company.

I will also note that each customer typically has 2 queues (Helpdesk and
Projects). We can certainly make groups, permissions or what ever we
need to do.

I am more than happy to combine the info and write a little how-to for
the wiki if some of you will help me work thru getting there.

I have searched the lists, seems like it might kinda work, is a bit
off... who knows. 


Many thanks,
duncan


Duncan Shannon
Techfluent, Inc.
(P) 612-338-1300
(F) 612-638-1310
dshannon at techfluent.com
www.techfluent.com



From S.G.Tranter at lboro.ac.uk  Mon Dec 12 06:39:30 2005
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Mon, 12 Dec 2005 11:39:30 +0000
Subject: [rt-users] Retrieving values in a db table from within scrips
Message-ID: <439D6172.9020103@lboro.ac.uk>

Hello,

I am going to add a table to the rt schema to store escalation times for 
our various queues.  These times vary between queue, urgency (set using 
custom field on case entry) and ticket type (set using a custom field on 
case entry).

How can I retrieve these values in a scrip?  Can I simply do the usual 
stuff as I would in any perl script?

Thanks in advance,

Stewart
------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University

E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 223989
------------------------------------------------


From lee.goddard at easa.eu.int  Mon Dec 12 07:10:45 2005
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Mon, 12 Dec 2005 13:10:45 +0100
Subject: [rt-users] Offering: rt-remind
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB88018466EC@bleriot.easa.local>

Today I found rt-remind on the BP FTP server, and made a few small mods, included below.

Changes: 
	Use Getopt::Long.
	use Pod::Usage
	Take (multiple) queue names on the command line.
	Take priority-defaults for mail-send on the command line
	&formatDate returns ISO-formatted date
	Added this POD

Lee Goddard
Internet Application Analysis/Development
European Aviation Safety Agency
Administrative Directorate

E: Lee.Goddard at EASA.EU.int 
T: +49 221 89990 3221
F: +49 221 89990 3721
W: www.easa.eu.int
:: Ottoplat 1, D-50679 K?ln, Germany


__PERL__

#!/usr/bin/perl -w

our $DEBUG = 0;
use strict;
use warnings;

=head1 TITLE

rt-remind - reminder RT3 users of their obligations

=head1 DESCRIPTION

This script will remind people about tickets they have not responded to
or dealt with in a 'reasonable' length of time. In its normal mode it will
tell ticket owners about tickets which have exceeded a given priority.
It also has the ability to tell ticket owners about all their open or new 
tickets, with or without stalled tickets.

This is best used with another script to escalate priorities automatically.

You will need to manually configure this script when you install it.

=head1 USAGE

	rt-remind [-help | -q[ueue] QueueName1 ... [-q[ueue] QueueNameN] 
	[-p[riority] [new=D [open=DD] ] [ -m[ost] |-a[ll] ] ]

If run with no flags, reports on 'important' tickets. Command-line arguments and Options are:

=item -q --queue

Name of the RT queue, at least once, or many times. May also be a comma-seperated list.

=item -p --priority

Specify at what priority new or open tickets get included in the report:

	--priority new=2 open=2

=item -m --most

Optionally show all open or new tickets

=item -a --all 

Optionally show all open, new, or stalled tickets

=item -help

Show this documentation.

The intended use is to run with no flags daily, with the C<-most> flag weekly
and with the C<-all> flag monthly. Or similar.

=head1 EXAMPLE

	rt-remind -q CoffeeMachine,SandwichOrders -p new=8 open=8 -a
	rt-remind --queue CoffeeMachine

=head1 DEPENDENCIES

	Pod::Usage

=head1 AUTHOR

Written by T.D.Bishop -in- kent.ac.uk, July 2003.
Updated by Lee.Goddard -in- easa.eu.int, Dec 2005

=head1 CHANGES

=over 4

=item 2005-12-12: lgoddard 

	Use Getopt::Long.
	Use Pod::Usage
	Take (multiple) queue names on the command line.
	Take priority-defaults for mail-send on the command line
	&formatDate returns ISO-formatted date
	Added this POD
	

=item 2003-07-30: TB Bishop
	Original version http://download.bestpractical.com/pub/rt/contrib/3.0/rt-remind

=back

=head1 TODO

=over 4

=item *

Include queue names in e-mail report

=item *

Use the standard RT mail interface.

=back

=cut

use Carp;
use Getopt::Long;
use Pod::Usage;

### Configuration

# Location of RT3's libs
use lib ("/opt/rt3/lib", "/opt/rt3/etc");

# Mappings of users to addresses
# This overrides addresses in the RT database
# The most useful case is setting an address for Nobody
my %map = (
    'Nobody' => 'lee.goddard at easaeuint',
    'root'   => 'lee.goddard at easaeuint',
);

# Address emails should originate from
my $FROM = 'lee.goddard at easaeuint'; die 'Read the source to configure';

# The length at which lines will be truncated. 80, or thereabouts looks
# best for most people. Setting to 0 will stop lines being truncated.
my $linelen = 80;

# Path to sendmail and flags
my $sendmail = "/usr/sbin/sendmail -t ";

# Each state can have a priority associated with it.
# When a ticket in that state passes the given priority it is added to
# the list to be sent out.
my %pri = (
    'new'	=> 2,
    'open'	=> 7,
);


### Code ############

my ($showall, $showmost, $help) = (0,0,0);
my @queuenames;

my $result = GetOptions (
	'most'			=> \$showmost,
	'all'			=> \$showall,
	'help'			=> \$help,
	'queue=s'		=> \@queuenames,
	'priority=s%'	=> \$pri,
);
# Allow queue names as csv
@queuenames = split(/,/,join(',', at queuenames));

if ($help or not (scalar @queuenames)){
	pod2usage(-exitstatus => 0, -verbose => 2) ;
	exit;
}

# Pull in the RT stuff
package RT;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc);
use RT::Date;
use RT::Queue;
use RT::Tickets;

my(%TicketStore);

foreach my $queuename (@queuenames){

	CleanEnv();						# Clean our the environment
	RT::LoadConfig();				# Load the RT configuration
	RT::Init();						# Initialise RT
	RT::DropSetGIDPermissions();	# Drop any setgid permissions we might have

	# Load in the queue
	my $queue = new RT::Queue($RT::SystemUser);
	$queue->Load($queuename);

	my $now = new RT::Date($RT::SystemUser);
	$now->SetToNow();

	# Get hold of the tickets we're after, sorted by priority
	my $tickets = new RT::Tickets($RT::SystemUser);
	$tickets->LimitStatus(VALUE => 'new');
	$tickets->LimitStatus(VALUE => 'open');
	$tickets->LimitStatus(VALUE => 'stalled') if $showall;
	$tickets->LimitQueue(VALUE => $queue->Id);
	$tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC');
	my $user = RT::User->new($RT::SystemUser);

	# Sort tickets in to lists for each owner
	while (my $Ticket = $tickets->Next) {
		$user->Load($Ticket->Owner);
		my $email = $map{$user->Name} || $user->EmailAddress;
		push @{$TicketStore{$email}}, $Ticket;
	}
}

# Process tickets for each owner
foreach my $email (keys %TicketStore) {
	&doOwner($email, @{$TicketStore{$email}});
}


# Disconnect before we finish off
$RT::Handle->Disconnect();
exit 0;

# Subroutine to generate a messages for a given owner and set of tickets.
sub doOwner() {
    my ($to, @tickets) = (@_);
    # Mail headers
    my $msg = "From: $FROM\n"."To: $to\n"."Subject: [RT] Outstanding Tickets\n\n";

    if($showall) {
        $msg .= "This is a summary of all open, new, or stalled tickets assigned to:\n";
    }
    elsif($showmost) {
        $msg .= "This is a summary of all open or new tickets assigned to:\n";
    }
    else {
        $msg .= "These tickets are now considered important and are assigned to:\n";
    }   
    $msg .= "\n$to\n\n";

    # Message table heaer:
    $msg .= sprintf "%5s  %-7s %3s  %-20s %-30s\n", "Id", "Status", "Pri", "Date", "Subject";
    $msg .= ('-'x($linelen-1))."\n";

    my $printmsg = 0; # Flag

    # Look through tickets
    foreach my $Ticket (@tickets) {
        # Only add ticket if it's over the priority, or we're in -a or -A
        if($Ticket->Priority > $pri{$Ticket->Status} || $showmost || $showall) {
            $printmsg = 1;
            # Use our own date formatting routine
            my($date) = &formatDate($Ticket->CreatedObj->Unix);
            my($line) = sprintf "%5d  %-7s %3d  %-20s %-30s", $Ticket->Id, $Ticket->Status, $Ticket->Priority, $date, $Ticket->Subject;
            # Truncate lines if required
            $line = substr($line, 0, $linelen) if $linelen;
            $msg .= "$line\n";
        }
    }

    $msg .= ('-'x($linelen-1))."\n";

    # Send the message
    if ($printmsg) {
		if ($DEBUG){
			print $msg."\n" 
		} else {
        	open(SENDMAIL, "|$sendmail") || die "Error sending mail: $!";
        	print SENDMAIL $msg;
        	close(SENDMAIL);
        }
    }
}

# Smaller than Data::Simple::ISO
sub formatDate() {
	my $unixtime = shift;
    return "" if $unixtime <= 0; # Return an empty string if we haven't been given a time
    my ($sec,$min,$hour,$mday,$mon,$year,$wday,$yday,$isdst) = localtime($unixtime);
	$year += 1900; $mon += 1;
    return sprintf "%04d-%02d-%02d %02d:%02d:%02d", $year,$mon,$mday, $hour, $min, $sec;
}

__END__


From nixon at nsc.liu.se  Mon Dec 12 07:42:14 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Mon, 12 Dec 2005 13:42:14 +0100
Subject: [rt-users] Search for open tickets last updated by requestor
Message-ID: <m33bky4hcp.fsf@nammatj.nsc.liu.se>

Hi,

I'd have thunk this would have been a frequent question, but I can't
find anything really relevant;

I'd like to search for tickets where the last piece of correspondence
was sent by the requestor. (As in "tickets where the requestor is
waiting for us to stop fiddling our thumbs".)

You can't express that in TicketSQL, can you?

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From hanke at rzg.mpg.de  Mon Dec 12 07:38:01 2005
From: hanke at rzg.mpg.de (Christof Hanke)
Date: Mon, 12 Dec 2005 13:38:01 +0100
Subject: [rt-users] CLI and groups
Message-ID: <439D6F29.60103@rzg.mpg.de>

Hello List,

sorry if this was answered before, but I couldn't find it anywhere.
In RT 3.4.4, the CLI apparently cannot deal with groups, but users are 
fine :
e.g.:

# rt  show -t user 1

works fine :

id: user/1
Name: RT_System
Password: ********
EmailAddress:
RealName: The RT System itself
Comments: Do not delete or modify this user. It is integral to RT's 
internal database structures

Whereas :

# rt  show -t group 1

gives :

# Unknown object type: group

id: group/1


I am quite puzzled about this since the docs and the book "RT 
Essentials" explicitly say that groups are manageable with the CLI.

Any hints if I'm doing sth wrong ?
Thanks,

Christof


From todd at chaka.net  Mon Dec 12 08:56:28 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 12 Dec 2005 08:56:28 -0500
Subject: [rt-users] Retrieving values in a db table from within scrips
In-Reply-To: <439D6172.9020103@lboro.ac.uk>
References: <439D6172.9020103@lboro.ac.uk>
Message-ID: <20051212135628.GF9195@chaka.net>

Are you sure it wouldn't be better to use RT's attributes?

-Todd

On Mon, Dec 12, 2005 at 11:39:30AM +0000, Stewart Tranter wrote:
> Hello,
> 
> I am going to add a table to the rt schema to store escalation times for 
> our various queues.  These times vary between queue, urgency (set using 
> custom field on case entry) and ticket type (set using a custom field on 
> case entry).
> 
> How can I retrieve these values in a scrip?  Can I simply do the usual 
> stuff as I would in any perl script?
> 
> Thanks in advance,
> 
> Stewart
> ------------------------------------------------
> Stewart Tranter
> Computing Services
> Loughborough University
> 
> E:  s.g.tranter at lboro.ac.uk
> W:  http://www.lboro.ac.uk/computing/
> T:  +44 (0) 1509 223719
> F:  +44 (0) 1509 223989
> ------------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html


From S.G.Tranter at lboro.ac.uk  Mon Dec 12 10:11:13 2005
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Mon, 12 Dec 2005 15:11:13 +0000
Subject: [rt-users] Retrieving values in a db table from within scrips
In-Reply-To: <20051212135628.GF9195@chaka.net>
References: <439D6172.9020103@lboro.ac.uk> <20051212135628.GF9195@chaka.net>
Message-ID: <439D9311.2050004@lboro.ac.uk>

Todd Chapman wrote:
> Are you sure it wouldn't be better to use RT's attributes?
> 
> -Todd
> 

No, I'm not sure it wouldn't be better to use RT's attributes.  What are 
they?

Stewart
------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University

E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 223989
------------------------------------------------


From todd at chaka.net  Mon Dec 12 10:52:15 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 12 Dec 2005 10:52:15 -0500
Subject: [rt-users] Retrieving values in a db table from within scrips
In-Reply-To: <439D9311.2050004@lboro.ac.uk>
References: <439D6172.9020103@lboro.ac.uk> <20051212135628.GF9195@chaka.net>
	<439D9311.2050004@lboro.ac.uk>
Message-ID: <20051212155215.GG9195@chaka.net>

On Mon, Dec 12, 2005 at 03:11:13PM +0000, Stewart Tranter wrote:
> Todd Chapman wrote:
> >Are you sure it wouldn't be better to use RT's attributes?
> >
> >-Todd
> >
> 
> No, I'm not sure it wouldn't be better to use RT's attributes.  What are 
> they?

An easy way to store and retrieve misc values associated with
any object in RT.

perldoc /opt/rt3/lib/RT/Attributes_Overlay.pm
perldoc /opt/rt3/lib/RT/Attribute_Overlay.pm


From nixon at nsc.liu.se  Mon Dec 12 10:17:40 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Mon, 12 Dec 2005 16:17:40 +0100
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <6.2.1.2.2.20051206144626.033378b8@po14.mit.edu> (Stephen
	Turner's message of "Tue, 06 Dec 2005 14:47:26 -0500")
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
	<6.2.1.2.2.20051206144626.033378b8@po14.mit.edu>
Message-ID: <m38xuqcpkb.fsf@nammatj.nsc.liu.se>

Stephen Turner <sturner at MIT.EDU> writes:

> I was wondering if moving the code to the 'Custom action cleanup code'
> section would solve the problem? You may also need to put "return 1;"
> into the Custom action prep section.

Yes, it seems it does.

However, now I have another problem. The problem itself is mainly
cosmetic, but I'd like to understand what's causing it.

In the action prep section I now have a check for "this ticket is
owned by Nobody" and also a check for
$self->TicketObj->CurrentUserHasRight('OwnTicket').

The action cleanup section now contains:

  my $ticket = $self->TicketObj;
  my $Actor = $self->TransactionObj->CreatorObj->Id;

  if ($ticket->CurrentUserHasRight('OwnTicket')) { # Debug message
    $RT::Logger->info("The user seems to be allowed to own tickets");
  }

  if ($Actor != $ticket->OwnerObj->Id) {
    $RT::Logger->info("Auto assign ticket #". $ticket->id ." to user #". $Actor );

    my ($status, $msg) = $ticket->SetOwner($Actor);
    unless( $status ) {
       $RT::Logger->error("AutoTake error: $msg");
       return(undef);
    }
  }

Seems simple enough, but if a non-privileged user replies to an
unowned ticket I get the following in the log:

  Dec 12 16:03:49 d116 RT: The user seems to be allowed to own tickets ((eval 449) :5)  
  Dec 12 16:03:49 d116 RT: Auto assign ticket #5 to user #28 ((eval 449):8)  
  Dec 12 16:03:49 d116 RT: AutoTake error: That user may not own tickets in that queue ((eval 449):12)  

Why does $ticket->CurrentUserHasRight('OwnTicket') return true for a
non-privileged user? Should I dig up the queue and call
CurrentUserHasRight() on that instead?

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From todd at chaka.net  Mon Dec 12 11:11:50 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 12 Dec 2005 11:11:50 -0500
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m38xuqcpkb.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
	<6.2.1.2.2.20051206144626.033378b8@po14.mit.edu>
	<m38xuqcpkb.fsf@nammatj.nsc.liu.se>
Message-ID: <20051212161150.GH9195@chaka.net>

On Mon, Dec 12, 2005 at 04:17:40PM +0100, Leif Nixon wrote:
> Stephen Turner <sturner at MIT.EDU> writes:
> 
> > I was wondering if moving the code to the 'Custom action cleanup code'
> > section would solve the problem? You may also need to put "return 1;"
> > into the Custom action prep section.
> 
> Yes, it seems it does.
> 
> However, now I have another problem. The problem itself is mainly
> cosmetic, but I'd like to understand what's causing it.
> 
> In the action prep section I now have a check for "this ticket is
> owned by Nobody" and also a check for
> $self->TicketObj->CurrentUserHasRight('OwnTicket').
> 
> The action cleanup section now contains:
> 
>   my $ticket = $self->TicketObj;
>   my $Actor = $self->TransactionObj->CreatorObj->Id;
> 
>   if ($ticket->CurrentUserHasRight('OwnTicket')) { # Debug message
>     $RT::Logger->info("The user seems to be allowed to own tickets");
>   }
> 
>   if ($Actor != $ticket->OwnerObj->Id) {
>     $RT::Logger->info("Auto assign ticket #". $ticket->id ." to user #". $Actor );
> 
>     my ($status, $msg) = $ticket->SetOwner($Actor);
>     unless( $status ) {
>        $RT::Logger->error("AutoTake error: $msg");
>        return(undef);
>     }
>   }
> 
> Seems simple enough, but if a non-privileged user replies to an
> unowned ticket I get the following in the log:
> 
>   Dec 12 16:03:49 d116 RT: The user seems to be allowed to own tickets ((eval 449) :5)  
>   Dec 12 16:03:49 d116 RT: Auto assign ticket #5 to user #28 ((eval 449):8)  
>   Dec 12 16:03:49 d116 RT: AutoTake error: That user may not own tickets in that queue ((eval 449):12)  
> 
> Why does $ticket->CurrentUserHasRight('OwnTicket') return true for a
> non-privileged user? Should I dig up the queue and call
> CurrentUserHasRight() on that instead?
> 

Did you give non-privileged users the right to OwnTicket?


From ruslan.zakirov at gmail.com  Mon Dec 12 10:35:45 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 12 Dec 2005 18:35:45 +0300
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m38xuqcpkb.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
	<6.2.1.2.2.20051206144626.033378b8@po14.mit.edu>
	<m38xuqcpkb.fsf@nammatj.nsc.liu.se>
Message-ID: <589c94400512120735h5b5601f3od49a04a7a060511e@mail.gmail.com>

AFAIK $ticket->CurrentUser is $RT::SystemUser in scrips. It's
described in WritingCustomScrips page on the wiki.

On 12/12/05, Leif Nixon <nixon at nsc.liu.se> wrote:
> Stephen Turner <sturner at MIT.EDU> writes:
>
> > I was wondering if moving the code to the 'Custom action cleanup code'
> > section would solve the problem? You may also need to put "return 1;"
> > into the Custom action prep section.
>
> Yes, it seems it does.
>
> However, now I have another problem. The problem itself is mainly
> cosmetic, but I'd like to understand what's causing it.
>
> In the action prep section I now have a check for "this ticket is
> owned by Nobody" and also a check for
> $self->TicketObj->CurrentUserHasRight('OwnTicket').
>
> The action cleanup section now contains:
>
>   my $ticket = $self->TicketObj;
>   my $Actor = $self->TransactionObj->CreatorObj->Id;
>
>   if ($ticket->CurrentUserHasRight('OwnTicket')) { # Debug message
>     $RT::Logger->info("The user seems to be allowed to own tickets");
>   }
>
>   if ($Actor != $ticket->OwnerObj->Id) {
>     $RT::Logger->info("Auto assign ticket #". $ticket->id ." to user #". $Actor );
>
>     my ($status, $msg) = $ticket->SetOwner($Actor);
>     unless( $status ) {
>        $RT::Logger->error("AutoTake error: $msg");
>        return(undef);
>     }
>   }
>
> Seems simple enough, but if a non-privileged user replies to an
> unowned ticket I get the following in the log:
>
>   Dec 12 16:03:49 d116 RT: The user seems to be allowed to own tickets ((eval 449) :5)
>   Dec 12 16:03:49 d116 RT: Auto assign ticket #5 to user #28 ((eval 449):8)
>   Dec 12 16:03:49 d116 RT: AutoTake error: That user may not own tickets in that queue ((eval 449):12)
>
> Why does $ticket->CurrentUserHasRight('OwnTicket') return true for a
> non-privileged user? Should I dig up the queue and call
> CurrentUserHasRight() on that instead?
>
> --
> Leif Nixon                       -            Systems expert
> ------------------------------------------------------------
> National Supercomputer Centre    -      Linkoping University
> ------------------------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From klimkin at falkag.com  Mon Dec 12 10:43:28 2005
From: klimkin at falkag.com (Danial Klimkin)
Date: Mon, 12 Dec 2005 18:43:28 +0300
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se>
Message-ID: <439D9AA0.1070405@falkag.com>

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

Greetings Leif!

Leif Nixon wrote:
> Now the strange thing: If a user clicks one of the "Reply" links in
> the history of an unowned ticket (on the ordinary Ticket/Display.html
> page), he gets a notification from the Owner Change scrip that he is
> now the owner of the ticket. Note that this is when he just clicks the
> "Reply" link, before he has actually entered a reply and updated the
> ticket!
> 
> Furthermore, if you at this point cancel the reply and return to the
> ticket display, it turns out that the ticket still is ownerless. It
> has in fact *not* been assigned to the user, but still the Owner
> Change scrip fired.

> Could someone spread some light on this?

I have some troubles with "reply" button before. I used myISAM tables
and got empty transaction right after pressing this button. This issue
fixed by using InnoDB.

Regarding your issue: when pressing "reply" button, RT is creating empty
transaction (I belive it is for some test), then it rollbacks it. (So,
when I used MyIsam, I got empty transaction - myisam supports no
rollback). It appears to me, that when it creates test transaction - you
scrip got executed. It triggers owner change sctip. It posts email...
Than, RT executes rollback and ticket is ownerless again.

Just a guess... May be helpfull.


SY, Danial.
- --

Danial Klimkin,
Falk eSolutions AG Russia
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.2 (MingW32)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFDnZqg2ce6OqXQ52QRAgcAAJ9m2mIasneGe0PNC/bqQm50jhGgSQCfakKi
Ap3LvTRgwrLsKwiUAxwJwwo=
=v51j
-----END PGP SIGNATURE-----


From nixon at nsc.liu.se  Mon Dec 12 10:45:28 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Mon, 12 Dec 2005 16:45:28 +0100
Subject: [rt-users] Scrips firing at will - huh?
In-Reply-To: <589c94400512120735h5b5601f3od49a04a7a060511e@mail.gmail.com>
	(Ruslan Zakirov's message of "Mon, 12 Dec 2005 18:35:45 +0300")
References: <m3lkyyk4ld.fsf@nammatj.nsc.liu.se> <4395CAFE.4000908@lbl.gov>
	<m3slt6hv9j.fsf@nammatj.nsc.liu.se>
	<6.2.1.2.2.20051206144626.033378b8@po14.mit.edu>
	<m38xuqcpkb.fsf@nammatj.nsc.liu.se>
	<589c94400512120735h5b5601f3od49a04a7a060511e@mail.gmail.com>
Message-ID: <m3zmn6b9pj.fsf@nammatj.nsc.liu.se>

Ruslan Zakirov <ruslan.zakirov at gmail.com> writes:

> AFAIK $ticket->CurrentUser is $RT::SystemUser in scrips. It's
> described in WritingCustomScrips page on the wiki.

Argh. That would explain it, yes. Thanks!

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From Joseph_Micciche at Progressive.com  Mon Dec 12 10:57:26 2005
From: Joseph_Micciche at Progressive.com (Joseph Micciche)
Date: Mon, 12 Dec 2005 10:57:26 -0500
Subject: Subject: [rt-users] creating web froms to interface with a queue
In-Reply-To: <20051212122311.3B6AC4D819E@diesel.bestpractical.com>
Message-ID: <OFE85E0820.79BB49C0-ON852570D5.00576E54-852570D5.0057A819@progressive.com>

> Does RT have anything like that, I couldn't see anything in the RT
> Essentials book or the wiki. If I wanted to have a form in my intranet
> for example to submit a request to an RT queue would I just build the
> form based on the default fields and custom fields I have created for
> that queue and then just have the form send the submission to the
> email associated with that queue? Is that the easiest way to do this?

That is one way. Another simple way is to use the SelfService interface
that comes with RT as a base for your custom needs.

joe



From tob at brummix.de  Mon Dec 12 11:16:07 2005
From: tob at brummix.de (Torsten Brumm)
Date: Mon, 12 Dec 2005 17:16:07 +0100
Subject: Subject: [rt-users] creating web froms to interface with a queue
In-Reply-To: <OFE85E0820.79BB49C0-ON852570D5.00576E54-852570D5.0057A819@progressive.com>
References: <OFE85E0820.79BB49C0-ON852570D5.00576E54-852570D5.0057A819@progressive.com>
Message-ID: <439DA247.9090700@brummix.de>

The Self Service could work, but there a user has to authorize. A simple 
webform which will communicate directly to the RT can work. If it is 
installed at a different box, i think the RT CLI can be helpfull (if the 
CLI supports CF's)

The way we do this at this moment is a webform, generating a mail, which 
is parsed from the RT if it arrives at the RT Mailgate. This sets the 
CF's and all other needed things.

Torsten

Joseph Micciche schrieb:

>>Does RT have anything like that, I couldn't see anything in the RT
>>Essentials book or the wiki. If I wanted to have a form in my intranet
>>for example to submit a request to an RT queue would I just build the
>>form based on the default fields and custom fields I have created for
>>that queue and then just have the form send the submission to the
>>email associated with that queue? Is that the easiest way to do this?
>>    
>>
>
>That is one way. Another simple way is to use the SelfService interface
>that comes with RT as a base for your custom needs.
>
>joe
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>  
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051212/ac7329cd/attachment.htm>

From brian.maillists at gmail.com  Mon Dec 12 13:44:19 2005
From: brian.maillists at gmail.com (Brian Benson)
Date: Mon, 12 Dec 2005 10:44:19 -0800
Subject: [rt-users] html "transaction appears to have no content", revisited
Message-ID: <58defec70512121044o65579418u88cb2e635cc35124@mail.gmail.com>

Hail RT Devs,

My install of RT3.4 says "transaction appears to have no content"
when replying to tickets with html.

Unfortunately HTML in our outgoing mail is a requirement which I
cannot change and therefore I am unable to fully implement RT.

I tried using demime & stripmime in my mail alias to convert
the mails to plain text but both of them seem to mangle the
message body too harshly and I end up with missing text.

I found the following post in the archives from about a year and half ago
and was wondering if there are any plans to change this feature to a bug
and fix it.

Thanks,
-B


>On Tue, Jun 29, 2004 at 02:15:44PM -0400, Todd Chapman wrote:
>> Clicking on the Reply link for a transaction results in a
>> message that says: This transaction appears to have no content
>> The content is HTML, probably badly formed, but displays
>> properly in the ticket display page.


>Not so much a bug as a feature we haven't gotten to yet. We can display
>html inline, but don't yet strip it for replies if it's a text/html part
>rather than a multipart/mixed.


From todd at chaka.net  Mon Dec 12 14:28:58 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 12 Dec 2005 14:28:58 -0500
Subject: [rt-users] html "transaction appears to have no content",
	revisited
In-Reply-To: <58defec70512121044o65579418u88cb2e635cc35124@mail.gmail.com>
References: <58defec70512121044o65579418u88cb2e635cc35124@mail.gmail.com>
Message-ID: <20051212192858.GJ9195@chaka.net>

What about fixing the html with htmltidy and then demime?

http://tidy.sourceforge.net/

On Mon, Dec 12, 2005 at 10:44:19AM -0800, Brian Benson wrote:
> Hail RT Devs,
> 
> My install of RT3.4 says "transaction appears to have no content"
> when replying to tickets with html.
> 
> Unfortunately HTML in our outgoing mail is a requirement which I
> cannot change and therefore I am unable to fully implement RT.
> 
> I tried using demime & stripmime in my mail alias to convert
> the mails to plain text but both of them seem to mangle the
> message body too harshly and I end up with missing text.
> 
> I found the following post in the archives from about a year and half ago
> and was wondering if there are any plans to change this feature to a bug
> and fix it.
> 
> Thanks,
> -B
> 
> 
> >On Tue, Jun 29, 2004 at 02:15:44PM -0400, Todd Chapman wrote:
> >> Clicking on the Reply link for a transaction results in a
> >> message that says: This transaction appears to have no content
> >> The content is HTML, probably badly formed, but displays
> >> properly in the ticket display page.
> 
> 
> >Not so much a bug as a feature we haven't gotten to yet. We can display
> >html inline, but don't yet strip it for replies if it's a text/html part
> >rather than a multipart/mixed.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From stevensc at nsuok.edu  Mon Dec 12 15:31:55 2005
From: stevensc at nsuok.edu (Craig Stevenson)
Date: Mon, 12 Dec 2005 14:31:55 -0600
Subject: [rt-users] resolved time update
Message-ID: <439DDE3B.7000409@nsuok.edu>

My users need to be able to manually set the Closed time of a ticket.  
When the ticket is 'resolved'
the Closed field is set to the current time stamp.  This is not what I 
need.  In my case the work would actually be completed some time before 
the ticket is resolved in the RT system. 

I have added a Closed field to the Tickets->#####->Dates screen.  If 
this form is used after the 'Resolved' action is taken.  My user can set 
the correct time of  resolution.

I would like better than this.  I am thinking that adding a form to the 
'Resolved' page would be best, but I cannot see my way through to that 
yet. ...  (Meaning I don't have working code to do that yet.)

Do other people have a similar issue?  What is the best way to get at 
manual date resolution?

Thank so much. 

-- 
Craig Stevenson
|| stevensc at nsuok.edu | 918-456-5511x5955
|| Northeastern State University
|| 601 N. Grand | Tahlequah, Oklahoma 74464-2399




From cjayaprakashreddy at yahoo.com  Mon Dec 12 15:44:11 2005
From: cjayaprakashreddy at yahoo.com (JP Chilumula)
Date: Mon, 12 Dec 2005 12:44:11 -0800 (PST)
Subject: [rt-users] modifications to RT are not reflected
Message-ID: <20051212204411.78857.qmail@web36915.mail.mud.yahoo.com>

Hi!!

I've made some changes to
/opt/rt/share/html/Elements/Login

To be more specific.. I've added these lines:

# Ok, lets take a look at all the environment
variables
% foreach $key (sort keys(%ARGS)) {
%      print "$key = $ARGS{$key}<p>";
%   } 

and made some changes to the HTML form:

<H3><a href="some URL"> Please click here to login.
</a></H3>

This is because the authentication will be from a
different web application, which will redirect it back
to RT.

However, if I stop apache and restart it, the changes
are not picked up. I remember doing some changes a few
weeks back and the changes were picked up, but now, it
simply refuses to pickup the changes. Is there
something else that needs to be done?

Thank you for the help!!

Warmest Regards,
JP.





__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From todd at chaka.net  Mon Dec 12 16:27:29 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 12 Dec 2005 16:27:29 -0500
Subject: [rt-users] modifications to RT are not reflected
In-Reply-To: <20051212204411.78857.qmail@web36915.mail.mud.yahoo.com>
References: <20051212204411.78857.qmail@web36915.mail.mud.yahoo.com>
Message-ID: <20051212212729.GK9195@chaka.net>

rm -rf /opt/rt3/var/mason_data/*

and then restart.

On Mon, Dec 12, 2005 at 12:44:11PM -0800, JP Chilumula wrote:
> Hi!!
> 
> I've made some changes to
> /opt/rt/share/html/Elements/Login
> 
> To be more specific.. I've added these lines:
> 
> # Ok, lets take a look at all the environment
> variables
> % foreach $key (sort keys(%ARGS)) {
> %      print "$key = $ARGS{$key}<p>";
> %   } 
> 
> and made some changes to the HTML form:
> 
> <H3><a href="some URL"> Please click here to login.
> </a></H3>
> 
> This is because the authentication will be from a
> different web application, which will redirect it back
> to RT.
> 
> However, if I stop apache and restart it, the changes
> are not picked up. I remember doing some changes a few
> weeks back and the changes were picked up, but now, it
> simply refuses to pickup the changes. Is there
> something else that needs to be done?
> 
> Thank you for the help!!
> 
> Warmest Regards,
> JP.
> 
> 
> 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From sturner at MIT.EDU  Mon Dec 12 15:55:02 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 12 Dec 2005 15:55:02 -0500
Subject: [rt-users] modifications to RT are not reflected
In-Reply-To: <20051212204411.78857.qmail@web36915.mail.mud.yahoo.com>
References: <20051212204411.78857.qmail@web36915.mail.mud.yahoo.com>
Message-ID: <6.2.1.2.2.20051212155325.0325f130@po14.mit.edu>

At Monday 12/12/2005 03:44 PM, JP Chilumula wrote:
>Hi!!
>
>I've made some changes to
>/opt/rt/share/html/Elements/Login

You should be changing /opt/rt/local/html/Elements/Login - perhaps you have 
a copy in there from a previous change?

Steve 



From flridenski at yahoo.com  Mon Dec 12 15:54:14 2005
From: flridenski at yahoo.com (bob bob)
Date: Mon, 12 Dec 2005 12:54:14 -0800 (PST)
Subject: [rt-users] ldap user creation failing
Message-ID: <20051212205414.79014.qmail@web30901.mail.mud.yahoo.com>

Attempting to authenticate and create users through LDAP. When a user attempts to connect a system error is generated - 
*error:*      Can't call method "as_string" on an undefined value at
/opt/rt3/local/lib/RT/User_Local.pm line 88.

Using LDAP and  AutoCreateFromExternalUserInfo overlay. System is RT 3.4.4 running on Fedora C4. Has anyone seen this error?





			
---------------------------------
Yahoo! Shopping
 Find Great Deals on Holiday Gifts at Yahoo! Shopping 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051212/fb3a7b52/attachment.htm>

From jesse at bestpractical.com  Mon Dec 12 16:26:24 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 12 Dec 2005 16:26:24 -0500
Subject: [rt-users] Search for open tickets last updated by requestor
In-Reply-To: <m33bky4hcp.fsf@nammatj.nsc.liu.se>
References: <m33bky4hcp.fsf@nammatj.nsc.liu.se>
Message-ID: <20051212212624.GM18155@bestpractical.com>




On Mon, Dec 12, 2005 at 01:42:14PM +0100, Leif Nixon wrote:
> Hi,
> 
> I'd have thunk this would have been a frequent question, but I can't
> find anything really relevant;
> 
> I'd like to search for tickets where the last piece of correspondence
> was sent by the requestor. (As in "tickets where the requestor is
> waiting for us to stop fiddling our thumbs".)
> 
> You can't express that in TicketSQL, can you?

You can get close. (Part of the problem is the somewhat frequent edge
case where the "user" emails from another address)

1) you can set up a scrip to set tickets to "stalled" when you send mail
to the user

2) Hm. I guess you can't trivially search for LastUpdated is more recent
than LastContact.

3) It should also be a pretty easy hack to search for "LastUpdatedBy a
member of the 'unprivileged' group.



From brian.maillists at gmail.com  Mon Dec 12 18:55:15 2005
From: brian.maillists at gmail.com (Brian Benson)
Date: Mon, 12 Dec 2005 15:55:15 -0800
Subject: [rt-users] List of all RT_SiteConfig.pm directives...?
In-Reply-To: <58defec70512121554p5899020p33cfa847817732c6@mail.gmail.com>
References: <58defec70512121554p5899020p33cfa847817732c6@mail.gmail.com>
Message-ID: <58defec70512121555w4339bf45m7e9892efb992ed5a@mail.gmail.com>

Does anyone know of a list of all of the directives that one can put
inside of RT_SiteConfig.pm?  It may be that my RTFM skills are weak,
but I can not find it anywhere.  Specifically, I am looking for the
'Parse HTML' Directive that Torsten Brumm posted in the "html
transaction appears to have no content, revisited" thread.  But I do
want a complete list.

Thanks,
-B


From todd at chaka.net  Mon Dec 12 19:38:02 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 12 Dec 2005 19:38:02 -0500
Subject: [rt-users] List of all RT_SiteConfig.pm directives...?
In-Reply-To: <58defec70512121555w4339bf45m7e9892efb992ed5a@mail.gmail.com>
References: <58defec70512121554p5899020p33cfa847817732c6@mail.gmail.com>
	<58defec70512121555w4339bf45m7e9892efb992ed5a@mail.gmail.com>
Message-ID: <20051213003802.GM9195@chaka.net>

On Mon, Dec 12, 2005 at 03:55:15PM -0800, Brian Benson wrote:
> Does anyone know of a list of all of the directives that one can put
> inside of RT_SiteConfig.pm?  It may be that my RTFM skills are weak,
> but I can not find it anywhere.  Specifically, I am looking for the
> 'Parse HTML' Directive that Torsten Brumm posted in the "html
> transaction appears to have no content, revisited" thread.  But I do
> want a complete list.
> 
See RT_Config.pm!

-Todd


From mikef at ack.Berkeley.EDU  Mon Dec 12 19:35:42 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Mon, 12 Dec 2005 16:35:42 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051208123806.V83838@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
Message-ID: <20051212163028.J26049@malcolm.berkeley.edu>

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

I posted this question last week and haven't received any responses, so I 
figured I'd ask again.  It's not the sort of question that tends to be 
answered in an FAQ or in the RT Essentials book, nor even on the wiki 
(though I'd like to be proven wrong about that).

Here it is again:

I've configured my RT (3.4.2) to log to a file.  When I first set this up, 
I noticed that the timestamps were in GMT, unlike syslog logging (which I 
was using before), that uses local time.

To cause local time to be used in my file logs, I decided to modify RT.pm, 
where the $RT::Logger module is used, to return '[localtime(time)]' 
instead of '[gmtime(time)]'.  I made a copy of RT.pm in local/lib and 
restarted RT.

Now most of the entries in my log file are, indeed, in local time, but 
they are interspersed with messages that are still using GMT.  Is there 
some other place besides RT.pm that I must change in order to get 
consistent local time in my log file?

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/AwUBQ54XYq0bf1iNr4mCEQLSNQCfdFzA7diD4C4jekaDWM8OxiFnsOkAn00p
5sDPIH6gWuZAMLmtYObUCMer
=CYDC
-----END PGP SIGNATURE-----


From cartera at lei.net.au  Mon Dec 12 19:22:27 2005
From: cartera at lei.net.au (Adrian Carter)
Date: Tue, 13 Dec 2005 11:22:27 +1100
Subject: [rt-users] "What Patch is this?" Question re Subject:Queuename in
	Ticket ID?
Message-ID: <439E1443.2080908@lei.net.au>

Hey all,
    I've got a dumb question here (well I feel Stupid ;) ).

    Ages ago when playing with some RT perl patches, I installed among 
other things RTx::Foundry along with Shredder etc etc. I've since 
stripped out Foundry and RTIR and other ones, but I never rebuilt the 
box that I now run 'Production' RT on (3.5.5 cause I live on the edge...).

    Anyway, one of the side effects I picked up from I *think* 
RTx::Foundry was that now my outgoing E-Mails get stamped with the 
Ticket SubjectRegex of [ $RT_Name:$QueueName # XXXX ] ... for example [ 
ISP:Domains # XXXX ] .

    Its a neat little patch that I've since exploited to allow me to 
have 'virtual' ISP's hosted under my RT system with the appearance that 
its entirely their own. The down side is, when I upgraded RT, I broke 
something with the patch. My outbound e-mails still get constructed this 
same way, but my Incoming e-mails are of course not matching the 
SubjectRegex as they should.

    Whats the 'incoming' side to patch to get it to parse this tag 
properly? I tried just using the SubjectRegex setting in 
RT_SiteConfig.pm, but this doesn't seem to have the desired effect - 
replies still come in and recreate new tickets.

    Alternatively, does anyone know what specific part of Foundry or 
what not that this little 'feature' comes from ? I wouldn't mind 
re-implementing it properly, but without having to reinstall all of 
foundry etc :)

Thanks guys!

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au



From cartera at lei.net.au  Mon Dec 12 20:07:56 2005
From: cartera at lei.net.au (Adrian Carter)
Date: Tue, 13 Dec 2005 12:07:56 +1100
Subject: [rt-users] "What Patch is this?" Question re Subject:Queuename
	in	Ticket ID?
In-Reply-To: <439E1443.2080908@lei.net.au>
References: <439E1443.2080908@lei.net.au>
Message-ID: <439E1EEC.1040909@lei.net.au>

Just wanted to add.. I know where the ticket tag gets marked up that way 
( rt3/local/lib/RT/Action/SendEmail_Local.pm) but I can't seem to find 
the corresponding 'incoming' bit I used to have to patch the subject for 
the incoming ticket...


Adrian Carter wrote:

> Hey all,
>    I've got a dumb question here (well I feel Stupid ;) ).
>
>    Ages ago when playing with some RT perl patches, I installed among 
> other things RTx::Foundry along with Shredder etc etc. I've since 
> stripped out Foundry and RTIR and other ones, but I never rebuilt the 
> box that I now run 'Production' RT on (3.5.5 cause I live on the 
> edge...).
>
>    Anyway, one of the side effects I picked up from I *think* 
> RTx::Foundry was that now my outgoing E-Mails get stamped with the 
> Ticket SubjectRegex of [ $RT_Name:$QueueName # XXXX ] ... for example 
> [ ISP:Domains # XXXX ] .
>
>    Its a neat little patch that I've since exploited to allow me to 
> have 'virtual' ISP's hosted under my RT system with the appearance 
> that its entirely their own. The down side is, when I upgraded RT, I 
> broke something with the patch. My outbound e-mails still get 
> constructed this same way, but my Incoming e-mails are of course not 
> matching the SubjectRegex as they should.
>
>    Whats the 'incoming' side to patch to get it to parse this tag 
> properly? I tried just using the SubjectRegex setting in 
> RT_SiteConfig.pm, but this doesn't seem to have the desired effect - 
> replies still come in and recreate new tickets.
>
>    Alternatively, does anyone know what specific part of Foundry or 
> what not that this little 'feature' comes from ? I wouldn't mind 
> re-implementing it properly, but without having to reinstall all of 
> foundry etc :)
>
> Thanks guys!
>

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au



From purp at acm.org  Mon Dec 12 21:23:33 2005
From: purp at acm.org (Jim Meyer)
Date: Mon, 12 Dec 2005 18:23:33 -0800
Subject: [rt-users] List of all RT_SiteConfig.pm directives...?
In-Reply-To: <20051213003802.GM9195@chaka.net>
References: <58defec70512121554p5899020p33cfa847817732c6@mail.gmail.com>
	<58defec70512121555w4339bf45m7e9892efb992ed5a@mail.gmail.com>
	<20051213003802.GM9195@chaka.net>
Message-ID: <1134440613.13832.1.camel@balloon.pdi.com>

Hello!

On Mon, 2005-12-12 at 16:38, Todd Chapman wrote:
> On Mon, Dec 12, 2005 at 03:55:15PM -0800, Brian Benson wrote:
> > Does anyone know of a list of all of the directives that one can put
> > inside of RT_SiteConfig.pm?  [...]
> > 
> See RT_Config.pm!

Mostly true, though I just learned about UseTransactionBatch today from
the wiki. So I guess the answer is mostly yes, but somewhat no. =\

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From purp at acm.org  Mon Dec 12 21:29:39 2005
From: purp at acm.org (Jim Meyer)
Date: Mon, 12 Dec 2005 18:29:39 -0800
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051212163028.J26049@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
Message-ID: <1134440979.13832.8.camel@balloon.pdi.com>

Hello!

On Mon, 2005-12-12 at 16:35, Mike Friedman wrote:
> Now most of the entries in my log file are, indeed, in local time, but 
> they are interspersed with messages that are still using GMT.  Is there 
> some other place besides RT.pm that I must change in order to get 
> consistent local time in my log file?

YMMV, but here's how I go hunting such things:

> cd /path/to/rt
> grep -rl gmtime lib
lib/RT/Date.pm
lib/RT/Tickets_Overlay.pm
lib/RT.pm
lib/RT.pm.in

Good luck!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From ESchultz at corp.untd.com  Mon Dec 12 22:35:18 2005
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Mon, 12 Dec 2005 19:35:18 -0800
Subject: [rt-users] Timestamps when logging to a file
Message-ID: <5613F89D78D2F545A40423EBA5535C30075BB1DE@LAXEVS01.lax.corp.int.untd.com>

Also a handy one:
 
find /path/to/rt -type f | xargs grep "thing you are looking for"
 
sometimes you will also want to remove some noise with some more pipes on the end:
 
 | grep -v I18N | grep -v rt.log

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Jim Meyer
Sent: Mon 12/12/2005 6:29 PM
To: Mike Friedman
Cc: rt-users
Subject: Re: [rt-users] Timestamps when logging to a file



Hello!

On Mon, 2005-12-12 at 16:35, Mike Friedman wrote:
> Now most of the entries in my log file are, indeed, in local time, but
> they are interspersed with messages that are still using GMT.  Is there
> some other place besides RT.pm that I must change in order to get
> consistent local time in my log file?

YMMV, but here's how I go hunting such things:

> cd /path/to/rt
> grep -rl gmtime lib
lib/RT/Date.pm
lib/RT/Tickets_Overlay.pm
lib/RT.pm
lib/RT.pm.in

Good luck!

--j
--
Jim Meyer, Geek at Large                                    purp at acm.org

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

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

Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051212/638bcaae/attachment.htm>

From mikef at ack.Berkeley.EDU  Mon Dec 12 23:08:28 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Mon, 12 Dec 2005 20:08:28 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <1134440979.13832.8.camel@balloon.pdi.com>
References: <20051208123806.V83838@malcolm.berkeley.edu> 
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
Message-ID: <20051212195826.X44957@malcolm.berkeley.edu>

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

On Mon, 12 Dec 2005 at 18:29 (-0800), Jim Meyer wrote:

> On Mon, 2005-12-12 at 16:35, Mike Friedman wrote:
>> Now most of the entries in my log file are, indeed, in local time, but 
>> they are interspersed with messages that are still using GMT.  Is there 
>> some other place besides RT.pm that I must change in order to get 
>> consistent local time in my log file?
>
> YMMV, but here's how I go hunting such things:
>
>> cd /path/to/rt
>> grep -rl gmtime lib
> lib/RT/Date.pm
> lib/RT/Tickets_Overlay.pm
> lib/RT.pm
> lib/RT.pm.in

Jim,

I had already done that.  But when I looked at the code in those two 
modules, it appeared that they just manipulate dates, but don't actually 
do their own logging.

My problem is specifically with the writing to a log file.  (In fact, if I 
configure to write to syslog instead, I get local time with no mods, and 
this makes sense from the code because syslogging is treated differently).

I was hoping that there is some other module that is influencing the date 
in the logs in a more subtle way, perhaps not calling gmtime directly.

Or, maybe RT.pm is the only responsible module, but I need to do more than 
just copy it to local/lib. (Unlike mason components, there doesn't seem to 
be a cache that needs to be deleted.  Besides, I am getting localtime in 
most of my log messages, it's just that about 1/3 of them are still using 
GMT).

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/AwUBQ55JQK0bf1iNr4mCEQJOzgCfZWubG24nUjsmpwsqe0cxzIdxEzcAni2Z
g+M1xllcbgkaN77XlJkZoE1W
=5FwP
-----END PGP SIGNATURE-----


From purp at acm.org  Mon Dec 12 23:38:04 2005
From: purp at acm.org (Jim Meyer)
Date: Mon, 12 Dec 2005 20:38:04 -0800
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051212195826.X44957@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
Message-ID: <1134448684.13832.33.camel@balloon.pdi.com>

Hello!

On Mon, 2005-12-12 at 20:08, Mike Friedman wrote:
> I was hoping that there is some other module that is influencing the date 
> in the logs in a more subtle way, perhaps not calling gmtime directly.

Seems unlikely if the format is precisely the same. That or someone went
to great lengths to match the format and write to the same file without
calling the Logger object.

Have you added any Contribs? ;]

> Or, maybe RT.pm is the only responsible module, but I need to do more than 
> just copy it to local/lib. (Unlike mason components, there doesn't seem to 
> be a cache that needs to be deleted.  Besides, I am getting localtime in 
> most of my log messages, it's just that about 1/3 of them are still using 
> GMT).

Hmmm. Any discernible pattern? What type of events are logging with
wrong dates?

Meanwhile, looking at the code, I see that the gmtime() calls are in
anonymous coderefs used as callbacks by the Log::Dispatch object. This
gives me two questions, both about bases I'm sure you've already touched
but I have to ask:

1. You've stopped and started your RT instance? (not restart, but
   stop then start)

2. Did you change both instances of the gmtime call in that file?
   If not, you might frob that to see if the problem disappears.

Finally, the only other snippet of code which might relate is in
RT::Date, where there's a selector according to source of the time
string:

    #Dateamnip strings aren't in GMT.
    if ( $args{'Format'} =~ /^datemanip$/i ) {
        $self->Unix(
            timelocal( $sec, $min, $hours, $mday, $mon, $year )
        );
    }
    #ISO and SQL dates are in GMT
    else {
        $self->Unix(
            timegm( $sec, $min, $hours, $mday, $mon, $year ) 
        );
    }

Is it possible that some time string is being de-stringified according
to these rules when you've changed the way the string was composed?
Seems like wild goose chase, but that's the only other moderately
obvious place.

Late-at-workily yours,

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From mikef at ack.Berkeley.EDU  Tue Dec 13 00:13:05 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Mon, 12 Dec 2005 21:13:05 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <1134448684.13832.33.camel@balloon.pdi.com>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
Message-ID: <20051212205127.H44957@malcolm.berkeley.edu>

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

On Mon, 12 Dec 2005 at 20:38 (-0800), Jim Meyer wrote:

> Have you added any Contribs? ;]

No, and the only mods I've made are to the page logo and the default order 
in which QuickSearch displays the tickets in a queue.

> Hmmm. Any discernible pattern? What type of events are logging with 
> wrong dates?

Here's an extract of contiguous lines from my log file.  The transition 
between those using local time and those using GMT seems quite 'smooth'; 
in other words, the type of message doesn't seem to correlate with the 
time zone being used:

   [Mon Dec 12 08:50:19 2005] [debug]: About to think about scrips for transaction #30363 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 08:50:19 2005] [info]: <rt-3.4.2-63131-30362-15.3.44651226019174 at SNS> sent To: postcards at postcards1001.com Cc:  Bcc:  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:295)
   [Mon Dec 12 08:50:19 2005] [info]: Ticket 63131 created in queue 'security' by postcards at postcards1001.com (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:730)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30364 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30365 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30366 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30367 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30368 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to prepare scrips for transaction #30368 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
   [Mon Dec 12 17:01:01 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
   [Mon Dec 12 17:01:01 2005] [debug]: About to commit scrips for transaction #30368 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
   [Mon Dec 12 17:01:01 2005] [info]: Ticket 63132 created in queue 'SECN-STAGING' by RT_System (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:730)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30369 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to prepare scrips for transaction #30369 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
   [Mon Dec 12 17:01:01 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
   [Mon Dec 12 17:01:01 2005] [debug]: About to commit scrips for transaction #30369 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30370 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30371 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30372 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:01:01 2005] [debug]: About to prepare scrips for transaction #30372 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
   [Mon Dec 12 17:01:01 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
   [Mon Dec 12 17:01:01 2005] [debug]: About to commit scrips for transaction #30372 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
   [Mon Dec 12 09:01:08 2005] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:395)
   [Mon Dec 12 09:01:08 2005] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:395)
   [Mon Dec 12 09:01:08 2005] [debug]: Converting 'ascii' to 'utf-8' for text/plain - [SNS #63132] Worm/Virus Infected System (Modem user irenel)
    (/usr/local/rt3/lib/RT/I18N.pm:225)
   [Mon Dec 12 09:32:18 2005] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Re: [SNS #62933] 128.32.181.110 (march-365-357a-001-d.SPH) Bot-Infected Host (MAY BE BLOCKED) (/usr/local/rt3/lib/RT/I18N.pm:225)
   [Mon Dec 12 09:32:18 2005] [debug]: Found a ticket ID. It's 62933 (/usr/local/rt3/lib/RT/Interface/Email.pm:449)
   [Mon Dec 12 09:32:18 2005] [debug]: About to think about scrips for transaction #30374 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 09:32:18 2005] [debug]: About to think about scrips for transaction #30375 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 09:32:18 2005] [debug]: About to think about scrips for transaction #30376 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 09:32:18 2005] [debug]: About to prepare scrips for transaction #30376 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
   [Mon Dec 12 09:32:18 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
   [Mon Dec 12 09:32:18 2005] [debug]: About to commit scrips for transaction #30376 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
   [Mon Dec 12 09:32:27 2005] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:395)
   [Mon Dec 12 09:32:27 2005] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:395)
   [Mon Dec 12 09:32:27 2005] [debug]: Converting 'ascii' to 'utf-8' for text/plain - Re: [SNS #60990] Worm/Virus Infected System (Modem user tapeworm)
    (/usr/local/rt3/lib/RT/I18N.pm:225)
   [Mon Dec 12 09:32:27 2005] [debug]: Found a ticket ID. It's 60990 (/usr/local/rt3/lib/RT/Interface/Email.pm:449)
   [Mon Dec 12 09:32:27 2005] [debug]: About to think about scrips for transaction #30377 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 09:32:27 2005] [debug]: About to prepare scrips for transaction #30377 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
   [Mon Dec 12 09:32:27 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
   [Mon Dec 12 09:32:27 2005] [debug]: About to commit scrips for transaction #30377 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
   [Mon Dec 12 17:33:29 2005] [debug]: About to think about scrips for transaction #30378 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Mon Dec 12 17:33:29 2005] [debug]: About to think about scrips for transaction #30379 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)

> Meanwhile, looking at the code, I see that the gmtime() calls are in 
> anonymous coderefs used as callbacks by the Log::Dispatch object. This 
> gives me two questions, both about bases I'm sure you've already touched 
> but I have to ask:
>
> 1. You've stopped and started your RT instance? (not restart, but
>   stop then start)

Yes, I always completely stop (using '/usr/local/etc/rc.d/apache2.sh stop'),
then start (using '/usr/local/etc/rc.d/apache2.sh start').

> 2. Did you change both instances of the gmtime call in that file?
>   If not, you might frob that to see if the problem disappears.

Yes, I did.  Even though one of them just refers to LogToScreen, which I 
don't have configured, I figured I'd cover all bases.

> Finally, the only other snippet of code which might relate is in 
> RT::Date, where there's a selector according to source of the time 
> string:
>
>    #Dateamnip strings aren't in GMT.
>    if ( $args{'Format'} =~ /^datemanip$/i ) {
>        $self->Unix(
>            timelocal( $sec, $min, $hours, $mday, $mon, $year )
>        );
>    }
>    #ISO and SQL dates are in GMT
>    else {
>        $self->Unix(
>            timegm( $sec, $min, $hours, $mday, $mon, $year )
>        );
>    }
>
> Is it possible that some time string is being de-stringified according 
> to these rules when you've changed the way the string was composed? 
> Seems like wild goose chase, but that's the only other moderately 
> obvious place.

The interesting thing is that I see no GMT in any other place where time 
is displayed, e.g., the web interface.  This problem is occurring only in 
my log file.

I'm tempted to try modifying Date.pm, but I don't want to mess up time 
representations in places other than my logs.  So I'd need to be sure I 
understood where that module is used.

Incidentally, my RT_SiteConfig.pm has this:

    Set($LogToSyslog    , '');
    Set($LogToScreen    , '');
    Set($LogToFile      , 'debug');
    Set($LogDir, '/hold/k-9/logs');
    Set($LogToFileNamed , "rt.log");    #log to rt.log

I specifically want all my log messages going to the file and nowhere 
else.

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/AwUBQ55YZK0bf1iNr4mCEQKBgACggEMUKKXWYQJ0IMkVMZJDDI3pmjoAnRQ7
qhm/4Dlp27WbeUOSgb0kcxM3
=VZMo
-----END PGP SIGNATURE-----


From purp at acm.org  Tue Dec 13 00:45:27 2005
From: purp at acm.org (Jim Meyer)
Date: Mon, 12 Dec 2005 21:45:27 -0800
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051212205127.H44957@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
Message-ID: <1134452727.13832.48.camel@balloon.pdi.com>

Hello!

On Mon, 2005-12-12 at 21:13, Mike Friedman wrote:
> Here's an extract of contiguous lines from my log file.  The transition 
> between those using local time and those using GMT seems quite 'smooth'; 
> in other words, the type of message doesn't seem to correlate with the 
> time zone being used:

[...]

In the log you sent, I'm assuming that localtime was 8:50-9:33a, yes? If
so, my test assertion is that your email-based transactions are
correctly timed while your web-based transactions are +8 hrs.

True?

Not that I know what it means or anything ... =\

--j, stumped.

>    [Mon Dec 12 08:50:19 2005] [debug]: About to think about scrips for transaction #30363 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 08:50:19 2005] [info]: <rt-3.4.2-63131-30362-15.3.44651226019174 at SNS> sent To: postcards at postcards1001.com Cc:  Bcc:  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:295)
>    [Mon Dec 12 08:50:19 2005] [info]: Ticket 63131 created in queue 'security' by postcards at postcards1001.com (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:730)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30364 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30365 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30366 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30367 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30368 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to prepare scrips for transaction #30368 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
>    [Mon Dec 12 17:01:01 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to commit scrips for transaction #30368 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
>    [Mon Dec 12 17:01:01 2005] [info]: Ticket 63132 created in queue 'SECN-STAGING' by RT_System (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:730)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30369 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to prepare scrips for transaction #30369 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
>    [Mon Dec 12 17:01:01 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to commit scrips for transaction #30369 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30370 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30371 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to think about scrips for transaction #30372 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to prepare scrips for transaction #30372 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
>    [Mon Dec 12 17:01:01 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
>    [Mon Dec 12 17:01:01 2005] [debug]: About to commit scrips for transaction #30372 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
>    [Mon Dec 12 09:01:08 2005] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:395)
>    [Mon Dec 12 09:01:08 2005] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:395)
>    [Mon Dec 12 09:01:08 2005] [debug]: Converting 'ascii' to 'utf-8' for text/plain - [SNS #63132] Worm/Virus Infected System (Modem user irenel)
>     (/usr/local/rt3/lib/RT/I18N.pm:225)
>    [Mon Dec 12 09:32:18 2005] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Re: [SNS #62933] 128.32.181.110 (march-365-357a-001-d.SPH) Bot-Infected Host (MAY BE BLOCKED) (/usr/local/rt3/lib/RT/I18N.pm:225)
>    [Mon Dec 12 09:32:18 2005] [debug]: Found a ticket ID. It's 62933 (/usr/local/rt3/lib/RT/Interface/Email.pm:449)
>    [Mon Dec 12 09:32:18 2005] [debug]: About to think about scrips for transaction #30374 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 09:32:18 2005] [debug]: About to think about scrips for transaction #30375 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 09:32:18 2005] [debug]: About to think about scrips for transaction #30376 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 09:32:18 2005] [debug]: About to prepare scrips for transaction #30376 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
>    [Mon Dec 12 09:32:18 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
>    [Mon Dec 12 09:32:18 2005] [debug]: About to commit scrips for transaction #30376 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
>    [Mon Dec 12 09:32:27 2005] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:395)
>    [Mon Dec 12 09:32:27 2005] [debug]: Guessed encoding: ascii (/usr/local/rt3/lib/RT/I18N.pm:395)
>    [Mon Dec 12 09:32:27 2005] [debug]: Converting 'ascii' to 'utf-8' for text/plain - Re: [SNS #60990] Worm/Virus Infected System (Modem user tapeworm)
>     (/usr/local/rt3/lib/RT/I18N.pm:225)
>    [Mon Dec 12 09:32:27 2005] [debug]: Found a ticket ID. It's 60990 (/usr/local/rt3/lib/RT/Interface/Email.pm:449)
>    [Mon Dec 12 09:32:27 2005] [debug]: About to think about scrips for transaction #30377 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 09:32:27 2005] [debug]: About to prepare scrips for transaction #30377 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
>    [Mon Dec 12 09:32:27 2005] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
>    [Mon Dec 12 09:32:27 2005] [debug]: About to commit scrips for transaction #30377 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
>    [Mon Dec 12 17:33:29 2005] [debug]: About to think about scrips for transaction #30378 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
>    [Mon Dec 12 17:33:29 2005] [debug]: About to think about scrips for transaction #30379 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)

-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From mikef at ack.Berkeley.EDU  Tue Dec 13 01:43:03 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Mon, 12 Dec 2005 22:43:03 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <1134452727.13832.48.camel@balloon.pdi.com>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
	<1134452727.13832.48.camel@balloon.pdi.com>
Message-ID: <20051212221817.E44957@malcolm.berkeley.edu>

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

On Mon, 12 Dec 2005 at 21:45 (-0800), Jim Meyer wrote:

> In the log you sent, I'm assuming that localtime was 8:50-9:33a, yes? If 
> so, my test assertion is that your email-based transactions are 
> correctly timed while your web-based transactions are +8 hrs.
>
> True?

No, all timestamps I see in the web interface are local time, which 
corresponds to my configuration in RT_SiteConfig.pm:

    Set($Timezone , 'Pacific');

Most of our tickets are created by email.  However, I just created a 
ticket via the web and the creation time shows in local time.

As I have said, it's only in the log file that I ever see GMT at all. This 
was NOT the case when I was logging to syslog (where I got local time 
consistently).

However, I had to switch to LogToFile because there's apparently a bug in 
Log::Dispatch::Syslog, that causes disruptive behavior (with error 
messages spewing out at unpredictable times -- on the terminal when 
running external perl scripts, as well as via the web interface). 
Logging to a file (which I assume uses Log::Dispatch::File) fixes all 
these problems.

As I'm essentially the only one who looks at the logs, I can live with the 
current behavior, whereas the problems when logging to syslog were not 
tolerable.

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/AwUBQ55tfK0bf1iNr4mCEQJjmwCeI7NAGokS6hYVUHrrxiUx0xNGkyAAn3rY
eWUxhktLjOWR6y0oA/+sqLbc
=yrxF
-----END PGP SIGNATURE-----


From purp at acm.org  Tue Dec 13 02:20:28 2005
From: purp at acm.org (Jim Meyer)
Date: Mon, 12 Dec 2005 23:20:28 -0800
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051212221817.E44957@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
	<1134452727.13832.48.camel@balloon.pdi.com>
	<20051212221817.E44957@malcolm.berkeley.edu>
Message-ID: <1134458428.13832.60.camel@balloon.pdi.com>

Hello!

On Mon, 2005-12-12 at 22:43, Mike Friedman wrote:
> On Mon, 12 Dec 2005 at 21:45 (-0800), Jim Meyer wrote:
> 
> > In the log you sent, I'm assuming that localtime was 8:50-9:33a, yes? If 
> > so, my test assertion is that your email-based transactions are 
> > correctly timed while your web-based transactions are +8 hrs.
> >
> > True?
> 
> No, all timestamps I see in the web interface are local time, which 
> corresponds to my configuration in RT_SiteConfig.pm:

Sorry, to be more clear: all the timestamps you're seeing *in the
logfile* which are in localtime seem to be from email transactions; the
transactions in the log snippet you sent which gave the time as
16:50-17:33 were reflecting GMT and were not email transactions.

Make sense?

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From tob at brummix.de  Tue Dec 13 02:38:39 2005
From: tob at brummix.de (Torsten Brumm)
Date: Tue, 13 Dec 2005 08:38:39 +0100
Subject: [rt-users] List of all RT_SiteConfig.pm directives...?
In-Reply-To: <58defec70512121555w4339bf45m7e9892efb992ed5a@mail.gmail.com>
References: <58defec70512121554p5899020p33cfa847817732c6@mail.gmail.com>
	<58defec70512121555w4339bf45m7e9892efb992ed5a@mail.gmail.com>
Message-ID: <439E7A7F.6070600@brummix.de>

Hi Brian,

did a small mistake, sorry. The correct values:

# if TrustHTMLAttachments is not defined, we will display them
# as text. This prevents malicious HTML and javascript from being
# sent in a request (although there is probably more to it than that)
Set($TrustHTMLAttachments , undef);

Torsten

Brian Benson schrieb:

>Does anyone know of a list of all of the directives that one can put
>inside of RT_SiteConfig.pm?  It may be that my RTFM skills are weak,
>but I can not find it anywhere.  Specifically, I am looking for the
>'Parse HTML' Directive that Torsten Brumm posted in the "html
>transaction appears to have no content, revisited" thread.  But I do
>want a complete list.
>
>Thanks,
>-B
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>  
>



From iqbala-rt-users at qwestip.net  Tue Dec 13 02:42:18 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Tue, 13 Dec 2005 02:42:18 -0500
Subject: [rt-users] Do not send autoreply to certain emails
In-Reply-To: <20051209033659.GA5579@qwestip.net>
References: <20051209013751.GB21628@qwestip.net>
	<20051209033659.GA5579@qwestip.net>
Message-ID: <20051213074218.GA14788@qwestip.net>

On Thu, Dec 08, 2005 at 10:36:59PM, Asif Iqbal wrote:
> On Thu, Dec 08, 2005 at 08:37:51PM, Asif Iqbal wrote:
> > Hi All
> > 
> > Is there a way I can setup my queue so that for certain email(s) it does
> > not create an autoreply? There are two cases where I need this
> > 
> > 1. When the email comes from a host and user at host is not a valid email
> > address or has no valid INBOX to receive the reply.
> > 
> > 2. Another group--outside our control--also using RT to create ticket in
> > our queue and the RT goes back-and-forth bouncing with autoreplies.
> > 
> > Thanks
> > 
> 
> I found the following two links contributed by Bruce Campbell
> 
> http://download.bestpractical.com/pub/rt/contrib/2.0/AutoReplySquelch.tgz
> http://www.fsck.com/pub/rt/contrib/2.0/UpdateSquelch/
> 
> Will they work for RT 3.2.3?

Has anyone tried the above autoreply scrips on RT 3.2.3? Those scrips
suppose to be the best solution I found so far to prevent autoreply for
certain emails and bouces that get missed by X-RT-Loop-Prevention(?)
header

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 klimkin at falkag.com  Tue Dec 13 03:32:21 2005
From: klimkin at falkag.com (Danial Klimkin)
Date: Tue, 13 Dec 2005 11:32:21 +0300
Subject: [rt-users] RT Log flooded: "Malformed UTF-8 character"
Message-ID: <439E8715.7010804@falkag.com>

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

Greetings, All!


RT 3.4.4, Mason 1.3101, modperl 1.29.

Sometimes, RT reports error into log with messages like:
===
Malformed UTF-8 character (unexpected non-continuation byte 0x20,
immediately after start byte 0xfd) in substitution iterator at
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Escapes.pm line 23.
===
(byte number differs)

But today, I got 500Mb log file in one night with messages like this...
That happened while processing email with ~3 Mb attachment in BASE64
enconding.

Got this message in mail:

<xxxxxxx at xxxxxx.xxxxx.xxx>: temporary failure. Command output:
Connecting to https://192.168.xx.xxx/REST/1.0/NoAuth/mail-gateway at
/opt/rt3/bin/rt-mailgate line 99, <> line 1. An Error Occurred
=================  500 SSL read timeout: This is
/opt/rt3/bin/rt-mailgate exiting because of an undefined server error at
/opt/rt3/bin/rt-mailgate line 147, <> line 1.


And I had to remove those email from postfix queue manualy.

Are there any ideas how to solve this?

Thanks.


SY, Danial.
- --
Danial Klimkin,
Falk eSolutions AG Russia

-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.2 (MingW32)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFDnocV2ce6OqXQ52QRAur5AJ48cnG0JSOjR6X3vg5UTndyg8LuXQCfYL4T
zqIL8IgJYLBd43r7aSV4mvk=
=gypC
-----END PGP SIGNATURE-----


From diablo at iasi.roedu.net  Tue Dec 13 03:41:26 2005
From: diablo at iasi.roedu.net (Subredu Manuel)
Date: Tue, 13 Dec 2005 10:41:26 +0200
Subject: [rt-users] Troubles with mails sent on yahoo
Message-ID: <439E8936.6080505@iasi.roedu.net>

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


 Hi,

 I have a very weird problem. I have a RT 3.4.1 setup configured. All
works just fine, until RT sends mails to yahoo. On yahoo I don't see the
message text. All I have is a 'save message text' url. Accessing that
URL I download the message text as a separate file. This is very
annoing. Do you have any clue how can I solve this ?

The details follows:

Template is:

RT-Attach-Message: no
X-RT-Queue: {$Ticket->QueueObj->Name}
Subject:{$Ticket->QueueObj->Description} - {$Ticket->Subject}
From: {
  my $u = $Transaction->CreatorObj;
  my $a = $Ticket->QueueObj->CorrespondAddress;
  $a = $Ticket->QueueObj->CommentAddress if ( $Transaction->Type eq
'Comment' );
  $a = $u->EmailAddress if ( $u->EmailAddress );
  my $res = $u->RealName || $u->Name;
  my $sep = ( index($res,'"') == -1 ? '"' : '');
  $res = $sep . $res . $sep . ' <' . $a . '>';
$res; }
To: { $Ticket->QueueObj->CorrespondAddress; }
Bcc: { $Ticket->QueueObj->CcAddresses; }



{$Transaction->Content()}

RT version is: 3.4.1

Yahoo mail headers:

X-Apparently-To:	 __ at yahoo.com via 206.190.38.146; Tue, 13 Dec 2005
00:35:24 -0800
X-YahooFilteredBulk:	82.77.29.26
X-Originating-IP:	[82.77.29.26]
Return-Path:	<www-data at x.ro>
Authentication-Results:	mta245.mail.re2.yahoo.com from=y.ro;
Received:	by x.ro (Postfix, from userid 33) id F41B61631483; Tue, 13 Dec
2005 10:33:45 +0200 (EET)
X-RT-Queue:	General
Subject:	[GFT #52] The default queue - test 16
From:	        "Subredu Manuel" <diablo at y.ro>
To:	        __ at yahoo.com
Reply-to:	rt at x.ro
In-Reply-To:	<rt-52 at GFT>
Message-ID:	<rt-3.4.1-52-1264-16.10.0626482047548 at x.ro>
Precedence:	bulk
X-RT-Loop-Prevention:	GFT
RT-Ticket:	GFT #52
Managed-by:	RT 3.4.1 (http://www.bestpractical.com/rt/)
RT-Originator:	diablo at y.ro
MIME-Version:	1.0
Content-Type:	text/plain; charset="utf-8"
Content-Transfer-Encoding:	8-bit
X-RT-Original-Encoding:	utf-8
Date:	         Tue, 13 Dec 2005 10:33:45 +0200 (EET)
X-Virus-Scanned:	by amavisd-new-20030616-p10 (Debian) at x.ro
Content-Length:	10

- --
=========================================
 inf. Manuel SUBREDU
 Network Engineer at RoEduNet Iasi

 Phone:     +40 (232) 201007
            +40 (742) 088067
 Email:     diablo at iasi.roedu.net
 website:   http://manuel.iasi.roedu.net
=========================================
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.2 (GNU/Linux)

iD8DBQFDnok2NrNZEFCIDAcRAtkQAJ9W5yC5S3XDfp6pedVRW+Ar+RGClQCeJD0q
YKx5Xl2+A25CjZCB0Gv56ZQ=
=0LNI
-----END PGP SIGNATURE-----


From eichhorn at ponton-consulting.de  Tue Dec 13 05:09:13 2005
From: eichhorn at ponton-consulting.de (=?UTF-8?Q?J=C3=B6rg_Eichhorn?=)
Date: Tue, 13 Dec 2005 11:09:13 +0100
Subject: [rt-users] Search for subject of a merged ticket?
Message-ID: <7CC5B331AAF9E718853F9F2C@[192.168.200.77]>

Hello,

i found out, that the search for tickets by subject does not work if the 
ticket is merged into another ticket. This makes it hard to find this 
ticket.

In the table 'Tickets' the old subject is still available.
Is there a way to enable this?

Thanks for help.
J?rg Eichhorn


From S.G.Tranter at lboro.ac.uk  Tue Dec 13 06:54:55 2005
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Tue, 13 Dec 2005 11:54:55 +0000
Subject: [rt-users] Retrieving values in a db table from within scrips
Message-ID: <439EB68F.8010105@lboro.ac.uk>

Todd Chapman wrote:
> An easy way to store and retrieve misc values associated with
> any object in RT.
> 
> perldoc /opt/rt3/lib/RT/Attributes_Overlay.pm
> perldoc /opt/rt3/lib/RT/Attribute_Overlay.pm

Hmm, this *may* be what we're looking for.  Can you shed some more light
on their usage, i.e. how I call the various methods to upload our data,
via a Perl script or the RT command line?

Also, are there pre-defined values needed for ContentType and ObjectType?

How would I call these things within a scrip?

TIA,

Stewart
------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University

E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 223989
------------------------------------------------


From diablo at iasi.roedu.net  Tue Dec 13 08:43:06 2005
From: diablo at iasi.roedu.net (Subredu Manuel)
Date: Tue, 13 Dec 2005 15:43:06 +0200
Subject: [rt-users] Troubles with mails sent on yahoo
In-Reply-To: <439E8936.6080505@iasi.roedu.net>
References: <439E8936.6080505@iasi.roedu.net>
Message-ID: <439ECFEA.2040708@iasi.roedu.net>

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

Nadeem Shahbaz suggested that I change the email encoding to iso-8859-1
. I done that and yahoo recognized the emails as it should. But now
another problem appears. I need to use utf8 or iso-8859-2 because
romanian language uses special characters.
 RT has problems with email encodings different that 8859-1 ? Does yahoo
have problems ? I still don't know which one has a bug.

Subredu Manuel said the following on 12/13/2005 10:41 AM:
> 
>  Hi,
> 
>  I have a very weird problem. I have a RT 3.4.1 setup configured. All
> works just fine, until RT sends mails to yahoo. On yahoo I don't see the
> message text. All I have is a 'save message text' url. Accessing that
> URL I download the message text as a separate file. This is very
> annoing. Do you have any clue how can I solve this ?

- --
=========================================
 inf. Manuel SUBREDU
 Network Engineer at RoEduNet Iasi

 Phone:     +40 (232) 201007
            +40 (742) 088067
 Email:     diablo at iasi.roedu.net
 website:   http://manuel.iasi.roedu.net
=========================================
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.2 (GNU/Linux)

iD8DBQFDns/qNrNZEFCIDAcRAigdAJ9dYVNPE8DgFLlBOVzK6Weouo8lYACgnHUI
UOPH6CSzsS4WyLDUMLY2yYw=
=znxg
-----END PGP SIGNATURE-----


From todd at chaka.net  Tue Dec 13 10:00:11 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 13 Dec 2005 10:00:11 -0500
Subject: [rt-users] Retrieving values in a db table from within scrips
In-Reply-To: <439EB671.5040207@lboro.ac.uk>
References: <439D6172.9020103@lboro.ac.uk> <20051212135628.GF9195@chaka.net>
	<439D9311.2050004@lboro.ac.uk> <20051212155215.GG9195@chaka.net>
	<439EB671.5040207@lboro.ac.uk>
Message-ID: <20051213150011.GN9195@chaka.net>

On Tue, Dec 13, 2005 at 11:54:25AM +0000, Stewart Tranter wrote:
> Todd Chapman wrote:
> >An easy way to store and retrieve misc values associated with
> >any object in RT.
> >
> >perldoc /opt/rt3/lib/RT/Attributes_Overlay.pm
> >perldoc /opt/rt3/lib/RT/Attribute_Overlay.pm
> 
> Hmm, this *may* be what we're looking for.  Can you shed some more light 
> on their usage, i.e. how I call the various methods to upload our data, 
> via a Perl script or the RT command line?
> 
> Also, are there pre-defined values needed for ContentType and ObjectType?
> 
> How would I call these things within a scrip?
> 

See also these methods:

RT::Record::Attributes
RT::Record::AddAttribute
RT::Record::SetAttribute
RT::Record::DeleteAttribute
RT::Record::FirstAttribute

Because each RT::Queue ISA RT::Record, these methods can
be used on a Queue to store and fetch attributes with any
name you like to give them.

-Todd


From sturner at MIT.EDU  Tue Dec 13 09:45:01 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 13 Dec 2005 09:45:01 -0500
Subject: [rt-users] Troubles with mails sent on yahoo
In-Reply-To: <439E8936.6080505@iasi.roedu.net>
References: <439E8936.6080505@iasi.roedu.net>
Message-ID: <6.2.1.2.2.20051213094436.030c2768@po14.mit.edu>

At Tuesday 12/13/2005 03:41 AM, Subredu Manuel wrote:
>  Hi,
>
>  I have a very weird problem. I have a RT 3.4.1 setup configured. All
>works just fine, until RT sends mails to yahoo. On yahoo I don't see the
>message text. All I have is a 'save message text' url. Accessing that
>URL I download the message text as a separate file. This is very
>annoing. Do you have any clue how can I solve this ?

I believe RT 3.4.4 has a fix for this problem.

Steve 



From chris-lists at pipelinewireless.us  Tue Dec 13 10:26:52 2005
From: chris-lists at pipelinewireless.us (Chris Hale)
Date: Tue, 13 Dec 2005 10:26:52 -0500
Subject: [rt-users] changing users e-mail address
In-Reply-To: <58defec70512121555w4339bf45m7e9892efb992ed5a@mail.gmail.com>
Message-ID: <010901c5fff9$a618cd30$800101df@pipelinewireless.local>

I have a user set up in RT that we cannot seem to change their e-mail
address.  It gives me an error saying Illegal Value.

Chris



From josh.kuperman at gmail.com  Tue Dec 13 10:42:14 2005
From: josh.kuperman at gmail.com (Josh Kuperman)
Date: Tue, 13 Dec 2005 10:42:14 -0500
Subject: [rt-users] My install on Mac OS X server
Message-ID: <BAF48449-7310-490E-9002-3B038C6AF5D0@gmail.com>

I'm trying to get RT-3.4.4 installed on Mac OS X server using the  
built in Apache Server, the supplied Perl, and Postfix email. I think  
I'm making progress but I've hit two things that confuse me, so I'm  
humbly asking for help diagnosing them. Since the system is  
preconfigured to host multiple site, I just enable my support site  
briefly and use apachectl to produce the error messages, which as you  
can see below, it does. Is this a configuration setting - where I  
somehow need to get my RT_SiteConfig file into my path - or is this a  
major problem.

  Also when I try to test my setup by simply sending mail I wound up  
with "Dec 13 10:29:33 secretariat postfix/local[21128]: D7066215CFC3:  
to=<rt at secretariat.saratoga.lib.ny.us>, relay=local, delay=2,  
status=deferred (temporary failure. Command output: An Error Occurred  
=================  302 Found )" Is this a mail setup problem. I'm  
very new to postscript and have a long way to go before my mail is  
set up right, with or without RT.

===============================================================

secretariat:~/Downloads/rt-3.4.4 josh$ sudo -u www apachectl configtest
Processing config directory: /etc/httpd/sites/*.conf
[all the other sites' stuff removed.]

[Tue Dec 13 10:25:50 2005] [error] Can't locate /opt/rt3/etc/ 
RT_SiteConfig.pm in
@INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /sw/lib/ 
perl5/5.8.6/darwin
-thread-multi-2level /sw/lib/perl5/5.8.6 /sw/lib/perl5 /sw/lib/perl5/ 
darwin /Sys
tem/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/ 
Perl/5.8.6 /Li
brary/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 / 
Library/Perl /N
etwork/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/ 
Perl/5.8.6
/Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread- 
multi-2le
vel /System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1/darwin- 
thread-multi-2l
evel /Library/Perl/5.8.1 . /usr/ /usr/lib/perl) at /opt/rt3/lib/RT.pm  
line 131.\
nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 76. 
\nCompilati
on failed in require at (eval 6) line 1.\n
Syntax error on line 9 of /etc/httpd/sites/ 
0008_208.20.128.196_80_support.sspl.o
rg.conf:
Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: / 
opt/rt3/loca
l/lib /opt/rt3/lib /sw/lib/perl5/5.8.6/darwin-thread-multi-2level /sw/ 
lib/perl5/
5.8.6 /sw/lib/perl5 /sw/lib/perl5/darwin /System/Library/Perl/5.8.6/ 
darwin-threa
d-multi-2level /System/Library/Perl/5.8.6 /Library/Perl/5.8.6/darwin- 
thread-mult
i-2level /Library/Perl/5.8.6 /Library/Perl /Network/Library/Perl/ 
5.8.6/darwin-th
read-multi-2level /Network/Library/Perl/5.8.6 /Network/Library/Perl / 
System/Libr
ary/Perl/Extras/5.8.6/darwin-thread-multi-2level /System/Library/Perl/ 
Extras/5.8
.6 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/ 
5.8.1 . /usr/ /u
sr/lib/perl) at /opt/rt3/lib/RT.pm line 131.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 76.
Compilation failed in require at (eval 6) line 1.


--
Josh Kuperman
josh.kuperman at gmail.com



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051213/70a18055/attachment.htm>

From sturner at MIT.EDU  Tue Dec 13 10:55:00 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 13 Dec 2005 10:55:00 -0500
Subject: [rt-users] RTx::Shredder Help Needed - Install & Web UI
Message-ID: <6.2.1.2.2.20051213104552.03297558@po14.mit.edu>

I'm trying out RTx::Shredder and I'm not getting too far. I'm running RT 
3.4.2, mysql on a Solaris machine. Here's what I've done so far:

1) Downloaded Shredder 0.02_02
2) Set RTHOME to /var/rt34
3) perl Makefile.PL PREFIX=/var/rt34        this gave me a warning:

Using RT configurations from /var/rt34/lib/RT.pm:
./html  => /var/rt34/html
./lib   => /var/rt34/lib
./sbin  => /var/rt34/sbin
Open input '/var/local/installs/RTx-Shredder-0.02_02/sbin/rtx-shredder' 
file for substitution
Open output '/var/local/installs/RTx-Shredder-0.02_02/sbin/rtx-shredder' 
file for substitution
Open input '/var/local/installs/RTx-Shredder-0.02_02/sbin/rtx-validator' 
file for substitution
Open output '/var/local/installs/RTx-Shredder-0.02_02/sbin/rtx-validator' 
file for substitution
Open input '/var/local/installs/RTx-Shredder-0.02_02/lib/RTx/Shredder.pm' 
file for substitution
Open output '/var/local/installs/RTx-Shredder-0.02_02/lib/RTx/Shredder.pm' 
file for substitution
Open input '/var/local/installs/RTx-Shredder-0.02_02/t/utils.pl' file for 
substitution
Open output '/var/local/installs/RTx-Shredder-0.02_02/t/utils.pl' file for 
substitution
Checking if your kit is complete...
Looks good
Warning: prerequisite RT 3.4 not found. We have unknown version.
Writing Makefile for RTx::Shredder

4) make, make test, make install (make test gave me some errors with 
SQLLite library which I ignored)

5) Restarted RT and looked for the Shredder tab - not there (Config->Tools)

6) I found that permissions on the directories of shredder mason components 
installed were not readable by web server. Fixed that - now I can see the 
Shredder tab. BUT - clicking it gives me 404 error.

7) I saw that all shredder mason components had been installed under 
/var/rt34/html rather than /var/rt34/share/html. I moved the shredder stuff 
under /var/rt34/share/html. Now the Shredder link works, BUT it gives me a 
large beige 'USAGE' message followed by a 'Select plugin' control and 
nothing else.

Has anyone else got through this? What am I missing?

Thanks,
Steve




From tob at brummix.de  Tue Dec 13 11:02:48 2005
From: tob at brummix.de (Torsten Brumm)
Date: Tue, 13 Dec 2005 17:02:48 +0100
Subject: [rt-users] My install on Mac OS X server
In-Reply-To: <BAF48449-7310-490E-9002-3B038C6AF5D0@gmail.com>
References: <BAF48449-7310-490E-9002-3B038C6AF5D0@gmail.com>
Message-ID: <439EF0A8.7000900@brummix.de>

Hi Josh,

if i understand the error correct, then the Apache can't find: Can't 
locate /opt/rt3/etc/RT_SiteConfig.pm

Have yuo checked, that you have that file (followed the installation 
Steps) and that the files has correct ownerships?

Torsten

Josh Kuperman schrieb:

> I'm trying to get RT-3.4.4 installed on Mac OS X server using the 
> built in Apache Server, the supplied Perl, and Postfix email. I think 
> I'm making progress but I've hit two things that confuse me, so I'm 
> humbly asking for help diagnosing them. Since the system is 
> preconfigured to host multiple site, I just enable my support site 
> briefly and use apachectl to produce the error messages, which as you 
> can see below, it does. Is this a configuration setting - where I 
> somehow need to get my RT_SiteConfig file into my path - or is this a 
> major problem.
>
>  Also when I try to test my setup by simply sending mail I wound up 
> with "Dec 13 10:29:33 secretariat postfix/local[21128]: D7066215CFC3: 
> to=<rt at secretariat.saratoga.lib.ny.us 
> <mailto:rt at secretariat.saratoga.lib.ny.us>>, relay=local, delay=2, 
> status=deferred (temporary failure. Command output: An Error Occurred 
> =================  302 Found )" Is this a mail setup problem. I'm very 
> new to postscript and have a long way to go before my mail is set up 
> right, with or without RT.
>  
> ===============================================================
>
> secretariat:~/Downloads/rt-3.4.4 josh$ sudo -u www apachectl configtest
> Processing config directory: /etc/httpd/sites/*.conf
> [all the other sites' stuff removed.]
>
> [Tue Dec 13 10:25:50 2005] [error] Can't locate 
> /opt/rt3/etc/RT_SiteConfig.pm in
> @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib 
> /sw/lib/perl5/5.8.6/darwin
> -thread-multi-2level /sw/lib/perl5/5.8.6 /sw/lib/perl5 
> /sw/lib/perl5/darwin /Sys
> tem/Library/Perl/5.8.6/darwin-thread-multi-2level 
> /System/Library/Perl/5.8.6 /Li
> brary/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 
> /Library/Perl /N
> etwork/Library/Perl/5.8.6/darwin-thread-multi-2level 
> /Network/Library/Perl/5.8.6
> /Network/Library/Perl 
> /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2le
> vel /System/Library/Perl/Extras/5.8.6 
> /Library/Perl/5.8.1/darwin-thread-multi-2l
> evel /Library/Perl/5.8.1 . /usr/ /usr/lib/perl) at /opt/rt3/lib/RT.pm 
> line 131.\
> nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 
> 76.\nCompilati
> on failed in require at (eval 6) line 1.\n
> Syntax error on line 9 of 
> /etc/httpd/sites/0008_208.20.128.196_80_support.sspl.o
> rg.conf:
> Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: 
> /opt/rt3/loca
> l/lib /opt/rt3/lib /sw/lib/perl5/5.8.6/darwin-thread-multi-2level 
> /sw/lib/perl5/
> 5.8.6 /sw/lib/perl5 /sw/lib/perl5/darwin 
> /System/Library/Perl/5.8.6/darwin-threa
> d-multi-2level /System/Library/Perl/5.8.6 
> /Library/Perl/5.8.6/darwin-thread-mult
> i-2level /Library/Perl/5.8.6 /Library/Perl 
> /Network/Library/Perl/5.8.6/darwin-th
> read-multi-2level /Network/Library/Perl/5.8.6 /Network/Library/Perl 
> /System/Libr
> ary/Perl/Extras/5.8.6/darwin-thread-multi-2level 
> /System/Library/Perl/Extras/5.8
> .6 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1 
> . /usr/ /u
> sr/lib/perl) at /opt/rt3/lib/RT.pm line 131.
> BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 76.
> Compilation failed in require at (eval 6) line 1.
>
>
> --
> Josh Kuperman
> josh.kuperman at gmail.com <mailto:josh.kuperman at gmail.com>
>
>
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>



From sturner at MIT.EDU  Tue Dec 13 11:11:11 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 13 Dec 2005 11:11:11 -0500
Subject: [rt-users] "What Patch is this?" Question re
	Subject:Queuename in	Ticket ID?
In-Reply-To: <439E1EEC.1040909@lei.net.au>
References: <439E1443.2080908@lei.net.au>
 <439E1EEC.1040909@lei.net.au>
Message-ID: <6.2.1.2.2.20051213110831.032b9568@po14.mit.edu>

At Monday 12/12/2005 08:07 PM, Adrian Carter wrote:
>Just wanted to add.. I know where the ticket tag gets marked up that way ( 
>rt3/local/lib/RT/Action/SendEmail_Local.pm) but I can't seem to find the 
>corresponding 'incoming' bit I used to have to patch the subject for the 
>incoming ticket...
>
>
>Adrian Carter wrote:
>
>>Hey all,
>>    I've got a dumb question here (well I feel Stupid ;) ).
>>
>>    Ages ago when playing with some RT perl patches, I installed among 
>> other things RTx::Foundry along with Shredder etc etc. I've since 
>> stripped out Foundry and RTIR and other ones, but I never rebuilt the 
>> box that I now run 'Production' RT on (3.5.5 cause I live on the edge...).
>>
>>    Anyway, one of the side effects I picked up from I *think* 
>> RTx::Foundry was that now my outgoing E-Mails get stamped with the 
>> Ticket SubjectRegex of [ $RT_Name:$QueueName # XXXX ] ... for example [ 
>> ISP:Domains # XXXX ] .
>>
>>    Its a neat little patch that I've since exploited to allow me to have 
>> 'virtual' ISP's hosted under my RT system with the appearance that its 
>> entirely their own. The down side is, when I upgraded RT, I broke 
>> something with the patch. My outbound e-mails still get constructed this 
>> same way, but my Incoming e-mails are of course not matching the 
>> SubjectRegex as they should.
>>
>>    Whats the 'incoming' side to patch to get it to parse this tag 
>> properly? I tried just using the SubjectRegex setting in 
>> RT_SiteConfig.pm, but this doesn't seem to have the desired effect - 
>> replies still come in and recreate new tickets.
>>
>>    Alternatively, does anyone know what specific part of Foundry or what 
>> not that this little 'feature' comes from ? I wouldn't mind 
>> re-implementing it properly, but without having to reinstall all of 
>> foundry etc :)
>>
>>Thanks guys!

Adrian,

The parsing of incoming subject lines happens in lib/RT/Interface/Email.pm 
(ParseTicketId). Unless I've misunderstood your problem, you shouldn't have 
to patch it just to use an alternate syntax - it should just be a question 
of getting the regex right in the config file.

Steve 



From mikef at ack.Berkeley.EDU  Tue Dec 13 11:47:11 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Tue, 13 Dec 2005 08:47:11 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <1134458428.13832.60.camel@balloon.pdi.com>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
	<1134452727.13832.48.camel@balloon.pdi.com>
	<20051212221817.E44957@malcolm.berkeley.edu>
	<1134458428.13832.60.camel@balloon.pdi.com>
Message-ID: <20051213084316.W64374@malcolm.berkeley.edu>

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

On Mon, 12 Dec 2005 at 23:20 (-0800), Jim Meyer wrote:

> Sorry, to be more clear: all the timestamps you're seeing *in the 
> logfile* which are in localtime seem to be from email transactions; the 
> transactions in the log snippet you sent which gave the time as 
> 16:50-17:33 were reflecting GMT and were not email transactions.

Jim,

Well, I don't think so.  I see the same kinds of transactions for both 
local time and GMT entries.  Here's another excerpt, from this morning's 
logs.  Local time is about 1am (GMT about 9am):

   [Tue Dec 13 01:02:27 2005] [debug]: About to think about scrips for transaction #30794 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Tue Dec 13 01:02:27 2005] [debug]: About to think about scrips for transaction #30795 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Tue Dec 13 01:02:27 2005] [debug]: About to think about scrips for transaction #30796 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Tue Dec 13 01:02:27 2005] [debug]: About to prepare scrips for transaction #30796 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158)
   [Tue Dec 13 01:02:27 2005] [debug]: Found 1 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:354)
   [Tue Dec 13 01:02:27 2005] [debug]: About to commit scrips for transaction #30796 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167)
   [Tue Dec 13 01:02:27 2005] [info]: <rt-3.4.2-63174-30796-15.5.73348494846677 at SNS> #63174/30796 - Scrip 15  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:235)
   [Tue Dec 13 01:02:27 2005] [debug]: About to think about scrips for transaction #30797 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Tue Dec 13 01:02:27 2005] [info]: <rt-3.4.2-63174-30796-15.5.73348494846677 at SNS> sent To: everyone at 3marbles.com Cc:  Bcc:  (/usr/local/rt3/lib/RT/Action/SendEmail.pm
   :295)
   [Tue Dec 13 01:02:27 2005] [info]: Ticket 63174 created in queue 'security' by everyone at 3marbles.com (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:730)
   [Tue Dec 13 09:05:24 2005] [debug]: About to think about scrips for transaction #30798 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Tue Dec 13 09:05:24 2005] [debug]: About to think about scrips for transaction #30799 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Tue Dec 13 09:05:24 2005] [debug]: About to think about scrips for transaction #30800 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Tue Dec 13 09:05:24 2005] [debug]: About to think about scrips for transaction #30801 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)
   [Tue Dec 13 09:05:24 2005] [debug]: About to think about scrips for transaction #30802 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:154)

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/AwUBQ577E60bf1iNr4mCEQKMRACgu+WWjacf7vYLpOQhC6mB8n6Iq2YAoOz9
692/0mnePxY60t3yAa4nvx9r
=9c+x
-----END PGP SIGNATURE-----


From josh.kuperman at gmail.com  Tue Dec 13 12:07:21 2005
From: josh.kuperman at gmail.com (Josh Kuperman)
Date: Tue, 13 Dec 2005 12:07:21 -0500
Subject: [rt-users] My install on Mac OS X server
In-Reply-To: <439EF0A8.7000900@brummix.de>
References: <BAF48449-7310-490E-9002-3B038C6AF5D0@gmail.com>
	<439EF0A8.7000900@brummix.de>
Message-ID: <adeefa4c0512130907wc271772o160a5e9187e6b184@mail.gmail.com>

On 12/13/05, Torsten Brumm <tob at brummix.de> wrote:
> Hi Josh,
>
> if i understand the error correct, then the Apache can't find: Can't
> locate /opt/rt3/etc/RT_SiteConfig.pm
>

You're right! The problem is apparently permissions. The ownership is
root with group rt. I just changed the permissions from 550 to 555 so
that any user could read or execute the file and that seemed to work.
But obviously this is not right as the original permissions should be
correct.

--
Josh Kuperman
josh.kuperman at gmail.com


From nadeem.shahbaz at prog.awpdc.com  Tue Dec 13 12:28:05 2005
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Tue, 13 Dec 2005 22:28:05 +0500
Subject: [rt-users] Script for adding attachment link
Message-ID: <439F04A5.8000306@prog.awpdc.com>

Hi,
	I want to add links of all attachments of a transaction in e-mail
notification, like RT shows on web. How can i do that ? any hint or if
there is a script, then kindly point me to that script.

Thanks,
Nadeem.



From eric.horne at teradyne.com  Tue Dec 13 12:30:57 2005
From: eric.horne at teradyne.com (Eric Horne)
Date: Tue, 13 Dec 2005 09:30:57 -0800
Subject: [rt-users] Requestor self-resolving a ticket gets undone
Message-ID: <439F0551.6080406@teradyne.com>

I'd like to have RT allow requestors to resolve their own tickets.. For 
example, sometimes someone submits a ticket and then realizes there 
isn't really a problem -- users have asked for the ability to resolve 
such a ticket.

Everything I've tried, I've been able to have the requestor change the 
state to resolved via the SelfService. However, immediately after that, 
the ticket gets reopened. In order for the resolve to stick, the user 
must provide a comment.

We have the standard Scrip #1, which is re-open the ticket on 
correspondence. I've modified the condition to only fire this scrip if 
the Type is Correspond and the Transaction Creator is a Requestor. It 
works fine.

I suspect that Scrip #1 is re-opening the ticket after it's been 
resolved because of the comment correspondence.

I've tried batching Scrip #1, but there is no effect.

What I'd like to have RT do is add the comment first, then resolve the 
ticket, but it appears to resolve the ticket then add the comment.

Anyone have any ideas how I can maintain the intended functionality of 
Scrip #1 (as a contest mechanism) while allowing users to resolve their 
own tickets via the SelfService?

-Eric


From lfarkas at bppiac.hu  Tue Dec 13 12:01:31 2005
From: lfarkas at bppiac.hu (Farkas Levente)
Date: Tue, 13 Dec 2005 18:01:31 +0100
Subject: [rt-users] what kind of variables can i use in templates
Message-ID: <439EFE6B.7090305@bppiac.hu>

hi,
what kind of variables can i use in the template content? i see a few of
them in the predefined templates, but is there any documentations about
it? i can't find any.
thank you for your help in advance.
yours.

-- 
  Levente                               "Si vis pacem para bellum!"



From mikef at ack.Berkeley.EDU  Tue Dec 13 12:35:11 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Tue, 13 Dec 2005 09:35:11 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051213084316.W64374@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
	<1134452727.13832.48.camel@balloon.pdi.com>
	<20051212221817.E44957@malcolm.berkeley.edu>
	<1134458428.13832.60.camel@balloon.pdi.com>
	<20051213084316.W64374@malcolm.berkeley.edu>
Message-ID: <20051213093044.K64374@malcolm.berkeley.edu>

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

I think I've found a correlation for transactions that get logged with 
GMT, as opposed to local time.  I have several perl scripts that use the 
RT API.  It seems that transactions resulting from those scripts get 
logged with GMT, whereas transactions initiated from within RT (usually, 
but not necessarily, triggered by email) get logged in local time.

I still don't understand why this is, or how I can get all transactions to 
be logged in local time.  Maybe someone else has some ideas.

Thanks.

Mike

================================================================================
On Tue, 13 Dec 2005 at 08:47 (-0800), Mike Friedman wrote:

> Well, I don't think so.  I see the same kinds of transactions for both local 
> time and GMT entries.

_____________________________________________________________________
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/AwUBQ58GUq0bf1iNr4mCEQJEdwCggNeKaZvUSqr+OY0hyBejiWkHtmAAoOhN
zUuCl629mWPTT3Qpuj354di0
=kzQj
-----END PGP SIGNATURE-----


From purp at acm.org  Tue Dec 13 12:46:28 2005
From: purp at acm.org (Jim Meyer)
Date: Tue, 13 Dec 2005 09:46:28 -0800
Subject: [rt-users] what kind of variables can i use in templates
In-Reply-To: <439EFE6B.7090305@bppiac.hu>
References: <439EFE6B.7090305@bppiac.hu>
Message-ID: <1134495988.16164.36.camel@balloon.pdi.com>

Hello!

On Tue, 2005-12-13 at 09:01, Farkas Levente wrote:
> what kind of variables can i use in the template content? i see a few of
> them in the predefined templates, but is there any documentations about
> it? i can't find any.

I don't know if there's docs on the wiki, but I know that $TicketObj and
$TransactionObj are available. Since I can get nearly anything I need
from those (e.g. $TransactionObj->CreatorObj, $TicketObj->OwnerObj,
etc.), that's all I've needed.

`perldoc RT::Ticket` and `perldoc RT::Transaction` are your friends. =]

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From josh.kuperman at gmail.com  Tue Dec 13 13:15:10 2005
From: josh.kuperman at gmail.com (Josh Kuperman)
Date: Tue, 13 Dec 2005 13:15:10 -0500
Subject: [rt-users] i can connect to mysql but "www" cant.
Message-ID: <678C7E23-517C-49FC-A7B0-12DFB2656BD7@gmail.com>

Ok more Mac OS X strange stuff. I have telnet disabled in favor of  
ssh, but that seems to
prevent me from being able to contact my mysqld. I also found out  
that by default Mac OS X
server start the daemon with the skip networking option. But what I  
find truly mystifying is why I can connect to the mysql server, us my  
rt user and password, but that the web user, on the Mac OS X server  
it is "www" on some other apache implementation it is nobody.

I believe for rt to work, the user running the web server "www" needs  
to be able to access the mysqld.  I don't understand why I can access  
mysqld on localhost but not "www".



secretariat:~ josh$ sudo -u www mysql -u rt_user -p -h localhost
Enter password:
ERROR 2002 (HY000): Can't connect to local MySQL server through  
socket '/var/mysql/mysql.sock' (13)
secretariat:~josh$ mysql -u rt_user -p -h localhost
Enter password:
Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 1 to server version: 4.1.13a



From KFCrocker at lbl.gov  Tue Dec 13 14:10:02 2005
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Tue, 13 Dec 2005 11:10:02 -0800
Subject: [rt-users] Requestor self-resolving a ticket gets undone
In-Reply-To: <439F0551.6080406@teradyne.com>
References: <439F0551.6080406@teradyne.com>
Message-ID: <439F1C8A.5060307@lbl.gov>

Eric,

       Have you tried letting the role of requestor have the right to 
own and modify a ticket? If the requestor can see it, own it, reply to 
it and modify it, then the requestor should be able to change the 
status. That's my idea anyway.

Kenn

Eric Horne wrote:

> I'd like to have RT allow requestors to resolve their own tickets.. 
> For example, sometimes someone submits a ticket and then realizes 
> there isn't really a problem -- users have asked for the ability to 
> resolve such a ticket.
>
> Everything I've tried, I've been able to have the requestor change the 
> state to resolved via the SelfService. However, immediately after 
> that, the ticket gets reopened. In order for the resolve to stick, the 
> user must provide a comment.
>
> We have the standard Scrip #1, which is re-open the ticket on 
> correspondence. I've modified the condition to only fire this scrip if 
> the Type is Correspond and the Transaction Creator is a Requestor. It 
> works fine.
>
> I suspect that Scrip #1 is re-opening the ticket after it's been 
> resolved because of the comment correspondence.
>
> I've tried batching Scrip #1, but there is no effect.
>
> What I'd like to have RT do is add the comment first, then resolve the 
> ticket, but it appears to resolve the ticket then add the comment.
>
> Anyone have any ideas how I can maintain the intended functionality of 
> Scrip #1 (as a contest mechanism) while allowing users to resolve 
> their own tickets via the SelfService?
>
> -Eric
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>


From mike at mactech-solutions.com  Tue Dec 13 15:25:21 2005
From: mike at mactech-solutions.com (Mike Braziel)
Date: Tue, 13 Dec 2005 14:25:21 -0600
Subject: [rt-users] My install on Mac OS X server
In-Reply-To: <adeefa4c0512130907wc271772o160a5e9187e6b184@mail.gmail.com>
References: <BAF48449-7310-490E-9002-3B038C6AF5D0@gmail.com>
	<439EF0A8.7000900@brummix.de>
	<adeefa4c0512130907wc271772o160a5e9187e6b184@mail.gmail.com>
Message-ID: <17D68452-9FCD-43C0-B3D4-9A444C933C62@mactech-solutions.com>

In my RT install on Mac OS X 10.4 Server, the permissions are r-xr- 
x--- with root as the owner and rt3 as the group.

Be sure your group is set to the short name of the RT group in  
Workgroup Manager. Example: mine is Name: Request Tracker, Short  
Name: rt3, Group ID 1025

I have a start of a install and setup document for 10.4 server going,  
if you' are interested.

Mike Braziel
mike at mactech-solutions.com


On Dec 13, 2005, at 11:07 AM, Josh Kuperman wrote:

> On 12/13/05, Torsten Brumm <tob at brummix.de> wrote:
>> Hi Josh,
>>
>> if i understand the error correct, then the Apache can't find: Can't
>> locate /opt/rt3/etc/RT_SiteConfig.pm
>>
>
> You're right! The problem is apparently permissions. The ownership is
> root with group rt. I just changed the permissions from 550 to 555 so
> that any user could read or execute the file and that seemed to work.
> But obviously this is not right as the original permissions should be
> correct.
>
> --
> Josh Kuperman
> josh.kuperman at gmail.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media  
> at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/ 
> training.html
>



From mike at mactech-solutions.com  Tue Dec 13 16:02:46 2005
From: mike at mactech-solutions.com (Mike Braziel)
Date: Tue, 13 Dec 2005 15:02:46 -0600
Subject: [rt-users] i can connect to mysql but "www" cant.
In-Reply-To: <678C7E23-517C-49FC-A7B0-12DFB2656BD7@gmail.com>
References: <678C7E23-517C-49FC-A7B0-12DFB2656BD7@gmail.com>
Message-ID: <2B72222C-9C26-45F8-9DEB-364E00E4F9FF@mactech-solutions.com>

I replied to Josh directly in detail, but basically, in a default  
install for RT and MySQL in Mac OS X Server, there are a couple of  
settings conflicts to resolve.

RT looks for  MySQL at ''/var/mysql/mysql.sock'
MySQL defaults to "/tmp/mysql.sock" under Mac OS X unless you copy  
one of the provided cnf files to /etc/my.cnf

Also there is a permissions problem with '/var/mysql/' that blocks  
access to the www user
A 'chmod 755 /var/mysql/' fixes it.

Then there is the MySQL password hash. Perl, PHP and other included  
builds expect the old password hash in MySQL, MySQL defaults to the  
new, longer hash.

Adding 'old_passwords' to the [mysqld] section of my.conf fixes this.

Mike
On Dec 13, 2005, at 12:15 PM, Josh Kuperman wrote:

> Ok more Mac OS X strange stuff. I have telnet disabled in favor of  
> ssh, but that seems to
> prevent me from being able to contact my mysqld. I also found out  
> that by default Mac OS X
> server start the daemon with the skip networking option. But what I  
> find truly mystifying is why I can connect to the mysql server, us  
> my rt user and password, but that the web user, on the Mac OS X  
> server it is "www" on some other apache implementation it is nobody.
>
> I believe for rt to work, the user running the web server "www"  
> needs to be able to access the mysqld.  I don't understand why I  
> can access mysqld on localhost but not "www".
>
>
>
> secretariat:~ josh$ sudo -u www mysql -u rt_user -p -h localhost
> Enter password:
> ERROR 2002 (HY000): Can't connect to local MySQL server through  
> socket '/var/mysql/mysql.sock' (13)
> secretariat:~josh$ mysql -u rt_user -p -h localhost
> Enter password:
> Welcome to the MySQL monitor.  Commands end with ; or \g.
> Your MySQL connection id is 1 to server version: 4.1.13a
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media  
> at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/ 
> training.html
>



From venkatl at cranite.com  Tue Dec 13 16:48:56 2005
From: venkatl at cranite.com (Venkat Lakshminarayanan)
Date: Tue, 13 Dec 2005 13:48:56 -0800
Subject: [rt-users] Issues with AD user info Sync
Message-ID: <C6CE832BD788D84B949D13AFD5EE746101656F51@mail-01.cranite.com>

Hello, 

 

We are having issues in setting up WebRT to replicate user specific
information from the active directory. We are able setup the
authentication but it is not replicating the user specific data. Your
help is highly appreciated. 

 

This is a brand new install.

 

OS Version: Linux supit-01 2.6.14-1.1644_FC4smp #1 SMP Sun Nov 27
03:39:31 EST 2005 i686 i686 i386 GNU/Linux

 

WebRT Version: RT 3.4.4

 

Database: MySql v4.1.15

 

Perl: v5.8.6 built for i386-linux-thread-multi

 

Apache: v 2.0.54

 

Thanks

 

Venkat Lakshminarayanan

IT - Manager

Cranite Systems Inc,

Desk: 408 340 9703

Cell: 408 667 5119

 

 

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051213/bc189108/attachment.htm>

From venkatl at cranite.com  Tue Dec 13 16:55:37 2005
From: venkatl at cranite.com (Venkat Lakshminarayanan)
Date: Tue, 13 Dec 2005 13:55:37 -0800
Subject: [rt-users] Log-out issue with WebRT web interface
Message-ID: <C6CE832BD788D84B949D13AFD5EE746101656F52@mail-01.cranite.com>

Hello, 

 

We are having issues with logging out from WebRT. We are using an IE 6.x
or Firefox and the issue remains the same. We were able to close the
session only by closing the browser. Your help is highly appreciated. 

 

This is a brand new install.

 

OS Version: Linux supit-01 2.6.14-1.1644_FC4smp #1 SMP Sun Nov 27
03:39:31 EST 2005 i686 i686 i386 GNU/Linux

 

WebRT Version: RT 3.4.4

 

Database: MySql v4.1.15

 

Perl: v5.8.6 built for i386-linux-thread-multi

 

Apache: v 2.0.54

 

Thanks

 

Venkat Lakshminarayanan

IT - Manager

Cranite Systems Inc,

Desk: 408 340 9703

Cell: 408 667 5119

 

 

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051213/87207a14/attachment.htm>

From todd at chaka.net  Tue Dec 13 18:02:19 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 13 Dec 2005 18:02:19 -0500
Subject: [rt-users] Intermittent mailgate problems
Message-ID: <20051213230219.GO9195@chaka.net>

Hive Mind,

I am getting errors in my RT log that I can't figure out.
My guess would be that some recent changes in our mail
environment (Exchange) are tickling a bug in RT. (Or
the bug that is Exchange - if you see things my way;
and I am pretty sure that you do.)

Here is the error:

Dec 12 11:40:11 usvwoaahs501v RT: Couldn't load module 'RT::Interface::Email::': Can't locate RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/5.8.4/i686-linux /usr/local/lib/perl5/5.8.4 /usr/local/lib/perl5/site_perl/5.8.4/i686-linux /usr/local/lib/perl5/site_perl/5.8.4 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 2950) line 1.  Stack:   [(eval 2950):1]   [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:56]  (/opt/rt3/lib/RT/Interface/Email.pm:581)


I don't have any special code in this area of RT. I have
never touched RT::MailPlugins.

Has anyone seen this before?

Thanks,

-Todd


From dkettmann at netlogic.net  Tue Dec 13 17:12:37 2005
From: dkettmann at netlogic.net (Dave Kettmann)
Date: Tue, 13 Dec 2005 16:12:37 -0600
Subject: [rt-users] Changing ticket actions
Message-ID: <ee3908d8f73a5942921462cb6b8106e2@192.168.1.2>

Hi all,

 

At the top of a ticket, there are the ticket actions you can perform
with one click... (Example: Reply | Resolve | Open | Comment ...) What
file would I look at to change/add options to this list? I have tried
looking thru various files, and found nothing. It looks like it is a
callback of some sort, but I can't find the file it gets it from. Any
help is appreciated.

 

Thanks,

 

Dave Kettmann
NetLogic

314-266-4000



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051213/5425dbc7/attachment.htm>

From nmetrowsky at digitalglobe.com  Tue Dec 13 18:22:57 2005
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 13 Dec 2005 16:22:57 -0700
Subject: [rt-users] Problem with RTx::Statistic V0.1.6 and Request Tracker
	V3.4.4/3.4.5rc2
Message-ID: <C1BF1C58F42A304A899E2933C220F48A169DA1@COMAIL02.digitalglobe.com>

Hi Everyone,

 

I recently downloaded the new release of RTX-Statistics-0.1.6.tar.gz
from your web site. First, it is a vast improvement over the previous
version. Also, it seamlessly meshes with Request Tracker. However, I
have come up with one issue, I am not sure if this has something to do
with Mason or Statistics.

 

When I use click on RTx::Statistics and use any of the functions, and
then I return to home or another area of Request Tracker, it does not
display the text of the ticket headers in any of the Ticket areas. All
you see is Take, if the ticket is in the unowned ticket area. When you
click on a queue, all you see is alternating purple and white lines;
nothing else. If you hit reload 3 times fast, then everything appears on
the screen. When you use RTX::Statistics, the same thing happens; again
hitting refresh three times fast causes items to display. However, when
you do that, you can only look at the top queue in the pull down screen.

 

Another issue, the graphs do not initially display, unless you hit
reload. It may be a symptom of the same problem.

 

When I installed RTx::Statistics, I stopped the web server, removed
/opt/rt3/var/mason_data/obj directory, and restarted the web server. I
have done this a few times, without avail. 

 

I am using RedHat Enterprise 3 Update 6, with Apache 2.0.55, perl 5.8.7,
mod_perl 2.0,  mysql-4.1.15, gd-2.0.33, GD-2.30 (CPAN), GDGraph 1.43
(CPAN), GDTextUtil 0.86 (CPAN), libpng 1.2.8, Request Tracker V3.4.4,
Asset Tracker V1.2.1 and ExtractCustomFieldValues 1.0b1. Everything is
installed in /usr/local, with the exception of Request Tracker/Asset
Tracker/RTx::Statistics wheich are installed in /opt/rt3. A lot of
software, isn't it?

 

In all cases, I used Firefox, Mozilla and Windows Explorer (all recent
versions) and the problem exists using either browser.

 

Anyway ideas about what is going on would be greatly appreciated.

 

Thank you for your help in advance.

 

Take care!

 

Nick

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051213/6ff5183b/attachment.htm>

From kfh at mqsoftware.com  Tue Dec 13 19:16:23 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 13 Dec 2005 18:16:23 -0600
Subject: [rt-users] Problem with RTx::Statistic V0.1.6 and Request
	TrackerV3.4.4/3.4.5rc2
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0190097F@mailservermn.mqsoftware.com>

I've already corresponded with Nick, when we were testing this release,
we saw some occurrences of the tables in the stats pages being empty,
just alternating colored lines.  It seemed to be due to the fact that I
had overloaded ColMap, so I renamed my copy and that seemed to make the
problem go away.  I've never heard of it affecting the other pages in
RT, so I suggested that he post here.....

 

-Kely

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Tuesday, December 13, 2005 5:23 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Problem with RTx::Statistic V0.1.6 and Request
TrackerV3.4.4/3.4.5rc2

 

Hi Everyone,

 

I recently downloaded the new release of RTX-Statistics-0.1.6.tar.gz
from your web site. First, it is a vast improvement over the previous
version. Also, it seamlessly meshes with Request Tracker. However, I
have come up with one issue, I am not sure if this has something to do
with Mason or Statistics.

 

When I use click on RTx::Statistics and use any of the functions, and
then I return to home or another area of Request Tracker, it does not
display the text of the ticket headers in any of the Ticket areas. All
you see is Take, if the ticket is in the unowned ticket area. When you
click on a queue, all you see is alternating purple and white lines;
nothing else. If you hit reload 3 times fast, then everything appears on
the screen. When you use RTX::Statistics, the same thing happens; again
hitting refresh three times fast causes items to display. However, when
you do that, you can only look at the top queue in the pull down screen.

 

Another issue, the graphs do not initially display, unless you hit
reload. It may be a symptom of the same problem.

 

When I installed RTx::Statistics, I stopped the web server, removed
/opt/rt3/var/mason_data/obj directory, and restarted the web server. I
have done this a few times, without avail. 

 

I am using RedHat Enterprise 3 Update 6, with Apache 2.0.55, perl 5.8.7,
mod_perl 2.0,  mysql-4.1.15, gd-2.0.33, GD-2.30 (CPAN), GDGraph 1.43
(CPAN), GDTextUtil 0.86 (CPAN), libpng 1.2.8, Request Tracker V3.4.4,
Asset Tracker V1.2.1 and ExtractCustomFieldValues 1.0b1. Everything is
installed in /usr/local, with the exception of Request Tracker/Asset
Tracker/RTx::Statistics wheich are installed in /opt/rt3. A lot of
software, isn't it?

 

In all cases, I used Firefox, Mozilla and Windows Explorer (all recent
versions) and the problem exists using either browser.

 

Anyway ideas about what is going on would be greatly appreciated.

 

Thank you for your help in advance.

 

Take care!

 

Nick

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051213/e492bffc/attachment.htm>

From mikef at ack.Berkeley.EDU  Tue Dec 13 19:26:26 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Tue, 13 Dec 2005 16:26:26 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051213093044.K64374@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
	<1134452727.13832.48.camel@balloon.pdi.com>
	<20051212221817.E44957@malcolm.berkeley.edu>
	<1134458428.13832.60.camel@balloon.pdi.com>
	<20051213084316.W64374@malcolm.berkeley.edu>
	<20051213093044.K64374@malcolm.berkeley.edu>
Message-ID: <20051213161242.U64374@malcolm.berkeley.edu>

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

I believe I've figured out what my problem was.  It's really quite simple, 
now that I know what it is (!)

In order for my own scripts to pick up modules (i.e., RT.pm) from 
local/lib, I need to include that library explicitly in my perl code. 
Presumably, RT itself already does this, so it knows to honor overrides in 
local/lib.

So, I changed

    use lib qw (/usr/local/rt3/lib);

to

    use lib qw (/usr/local/rt3/local/lib /usr/local/rt3/lib);

And now my perl scripts are using my modified RT.pm (in which I had 
changed 'gmtime' to 'localtime'), so logging from my scripts also uses 
local time.

(Fortunately, there's only one occurrence of the above 'use' statement 
that I need to change for all my scripts.  The statement appears only in 
my own perl module where I keep all my functions that use the RT API).

Mike

================================================================================
On Tue, 13 Dec 2005 at 09:35 (-0800), Mike Friedman wrote:

> I think I've found a correlation for transactions that get logged with 
> GMT, as opposed to local time.  I have several perl scripts that use the 
> RT API. It seems that transactions resulting from those scripts get 
> logged with GMT, whereas transactions initiated from within RT (usually, 
> but not necessarily, triggered by email) get logged in local time.
>
> I still don't understand why this is, or how I can get all transactions 
> to be logged in local time.  Maybe someone else has some ideas.

_____________________________________________________________________
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/AwUBQ59mtq0bf1iNr4mCEQKV1wCgrpNQjiikR2zRIncG3X4NyVCCu5cAoLXt
IJp03mgZGhmZRBJ9Gxg9hDj8
=yFcN
-----END PGP SIGNATURE-----


From nathan at inode-x.com  Tue Dec 13 20:26:16 2005
From: nathan at inode-x.com (Nathanial Swallen)
Date: Tue, 13 Dec 2005 17:26:16 -0800
Subject: [rt-users] Setting Different Subjects for differnent queues
Message-ID: <20051214014329.639584D80DC@diesel.bestpractical.com>

It doesn't seem possible to change the original subject tag (with the
company name) in the templates. How can I set variable subjects for each
queue? This would make organization much more easy for internal use and
would be more informative for customers when it comes to auto-replies and
notifications.

 





Nathanial Swallen
Billing Admin 

iNode / Qualmax
 
<http://maps.yahoo.com/py/maps.py?Pyt=Tmap&addr=488+Lincoln+St.&csz=Eugene%2
C+OR+97401&country=us> 488 Lincoln St.
Eugene, OR 97401 


 <mailto:nathan at inode-x.com> nathan at inode-x.com 


tel: 
mobile: 

541-868-2904
541-579-1054 

 



 <http://www.plaxo.com/signature> Want a signature like this?

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051213/0000ce19/attachment.htm>

From nanderson at teamhpc.com  Tue Dec 13 21:37:55 2005
From: nanderson at teamhpc.com (Nick Anderson)
Date: Tue, 13 Dec 2005 20:37:55 -0600
Subject: [rt-users] RTFM install issue
Message-ID: <200512132037.56131.nanderson@teamhpc.com>

I installed RT recently and tried to install RTFM as well. RTFM built just 
fine and placed the RTFM directory inside /opt/rt3/share/html however no RTFM 
link shows up when any user logs in even root. if I goto 
http://rt.domain.com/RTFM I get the following.  Can anyone point me in the 
right direction here?
thanks

error:   Can't locate object method "new" via package 
"RT::FM::ArticleCollection" (perhaps you forgot to load 
"RT::FM::ArticleCollection"?) 
at /opt/rt3/share/html/RTFM/Elements/NewestArticles line 60.
  context:    
... 
  56:   <%INIT>
  57:   my $rows = 10;
  58:   my $i;
  59:   my $MyArticles;
  60:   $MyArticles = new RT::FM::ArticleCollection ($session{'CurrentUser'});
  61:   $MyArticles->UnLimit;
  62:   $MyArticles->RowsPerPage($rows);
  63:   $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC');
  64: 
  ... 
  code stack:    /opt/rt3/share/html/RTFM/Elements/NewestArticles:60
 /opt/rt3/share/html/RTFM/index.html:24
 /opt/rt3/share/html/autohandler:215
 
  raw error
 
 
 

-- 
Nick Anderson
Team HPC
nanderson at teamhpc.com


From dhammond at learnedsolutions.com  Tue Dec 13 22:07:17 2005
From: dhammond at learnedsolutions.com (David Hammond)
Date: Wed, 14 Dec 2005 11:07:17 +0800
Subject: [rt-users] windows installation
Message-ID: <20051214031427.02F2E4D814D@diesel.bestpractical.com>

Hey!

 

I have a windows 2000 server with the windows port of RT-3.0.12 installed.

 

I use a qmail/mysql hosted service. 

 

I am having some problems getting fetchmail working correctly. I am getting
this error:

 

Fetchmail: MDA returned nonzero status 75

 

(it authenticates with my mail server and can also see that there are 'x'
messages waiting in the queue)

 

I've browsed the historic mailing lists and followed the suggested fixes
which were:

Installing cygwin, copying the cygwin.dll to the fetchmail directory and
also created a user folder for cygwin. 

 

(I was originally getting status 127 errors but the install of cygwin fixed
this)

 

I have restarted the services as well as rebooting the box. 

 

Any ideas? 

 

Thanks

Dave

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/89cc0b13/attachment.htm>

From purp at acm.org  Tue Dec 13 22:14:34 2005
From: purp at acm.org (Jim Meyer)
Date: Tue, 13 Dec 2005 19:14:34 -0800
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051213161242.U64374@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
	<1134452727.13832.48.camel@balloon.pdi.com>
	<20051212221817.E44957@malcolm.berkeley.edu>
	<1134458428.13832.60.camel@balloon.pdi.com>
	<20051213084316.W64374@malcolm.berkeley.edu>
	<20051213093044.K64374@malcolm.berkeley.edu>
	<20051213161242.U64374@malcolm.berkeley.edu>
Message-ID: <1134530074.3710.4.camel@balloon.pdi.com>

Hello!

On Tue, 2005-12-13 at 16:26, Mike Friedman wrote:
> I believe I've figured out what my problem was.  It's really quite simple, 
> now that I know what it is (!)

It always is, isn't it? ;]

> In order for my own scripts to pick up modules (i.e., RT.pm) from 
> local/lib, I need to include that library explicitly in my perl code. 
> Presumably, RT itself already does this, so it knows to honor overrides in 
> local/lib.

Sorta. I should have realized that you were using a whole copy of RT.pm
rather than putting only the function you need to override into
local/lib/RT_Local.pm, which is included by lib/RT.pm (using a require
statement at the end) and which will then cause your version of the
function to prevail.

I just kinda assumed that you knew the whole *_Local.pm trick (which
works for pretty much every major perl module in RT) ... but since I
only learned it in the last three months, though, you'd think I'd
remember to mention it.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From Jens.Porup at strategicdata.com.au  Wed Dec 14 01:08:35 2005
From: Jens.Porup at strategicdata.com.au (Jens Porup)
Date: Wed, 14 Dec 2005 17:08:35 +1100
Subject: [rt-users] debugging a Create Ticket scrip
Message-ID: <20051214060835.GA9050@strategicdata.com.au>


G'day,

I'm trying to debug a scrip that is supposed to create a ticket
in a different queue, but doesn't. 

The rt.log gives me this:

	[Wed Dec 14 04:43:03 2005] [warning]: DBD::mysql::st execute failed: Column 'TimeTaken' cannot be null at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480.
	 (/usr/share/request-tracker3.4/lib/RT.pm:277)
	[Wed Dec 14 04:43:03 2005] [warning]: RT::Handle=HASH(0x87702bc) couldn't execute the query 'INSERT INTO Transactions (OldValue, NewReference, OldReference, NewValue, TimeTaken, Creator, ObjectId, Type, Field, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494.
	 (/usr/share/request-tracker3.4/lib/RT.pm:277)
	[Wed Dec 14 04:43:03 2005] [warning]: Internal Error: Couldn't execute the query 'INSERT INTO Transactions (OldValue, NewReference, OldReference, NewValue, TimeTaken, Creator, ObjectId, Type, Field, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Column 'TimeTaken' cannot be null (/usr/share/request-tracker3.4/lib/RT/Record.pm:1393)


Is this is any way related or relevant? 

How can I get relevant debugging information about why the scrip is failing?

My custom condition looks like this:

	if (
		($self->TransactionObj->Type eq "CustomField") and
		(
			($self->TransactionObj->NewValue =~ /partial delivery/i)
		||
			($self->TransactionObj->NewValue =~ /received in full/i)
		)    
	)
	  return(1);
	}
	else
	{
	  return(undef);
	}

And my template looks like this:

	===Create-Ticket: inventory ticket
	Queue: Inventory
	Subject: Inventory Ticket for {$Tickets{'TOP'}->Subject}
	RefersTo: { $Tickets{'TOP'}->Id() }
	Content: There has been a partial or full delivery from a purchase order you requested. Please fill out the inventory now before you forget.
	ENDOFCONTENT


I've tried putting RT::Logger->error() statements in the scrip cleanup code but nothing comes
out in the logs. I'm stumped!

Ideas much appreciated.

Thanks,

Jens



From Jens.Porup at strategicdata.com.au  Wed Dec 14 01:23:05 2005
From: Jens.Porup at strategicdata.com.au (Jens Porup)
Date: Wed, 14 Dec 2005 17:23:05 +1100
Subject: [rt-users] debugging a Create Ticket scrip
In-Reply-To: <20051214060835.GA9050@strategicdata.com.au>
References: <20051214060835.GA9050@strategicdata.com.au>
Message-ID: <20051214062305.GB9050@strategicdata.com.au>

On Wed, Dec 14, 2005 at 05:08:35PM +1100, Jens Porup wrote:
> My custom condition looks like this:
> 
> 	if (
> 		($self->TransactionObj->Type eq "CustomField") and
> 		(
> 			($self->TransactionObj->NewValue =~ /partial delivery/i)
> 		||
> 			($self->TransactionObj->NewValue =~ /received in full/i)
> 		)    
> 	)
> 	  return(1);
> 	}
> 	else
> 	{
> 	  return(undef);
> 	}

OK, I've fixed the syntax error in the above to if(...){return}else{...}
as it should be, but that makes no difference.

Jens


From platitudezinc at gmail.com  Wed Dec 14 01:28:32 2005
From: platitudezinc at gmail.com (Jason Edwards)
Date: Wed, 14 Dec 2005 01:28:32 -0500
Subject: [rt-users] Searching custom field from homepage
Message-ID: <dfff29f10512132228p8cec81dmfe1a1487f519a062@mail.gmail.com>

Hello,

I'm currently testing RT for use as our ticketing system. We're providing
support for various ISPs (each ISP is a queue) and one of the custom fields
for our queues is 'Username'. I would like to provide the ability to search
for a Username in a given queue on the home page, to get a list of past
tickets for the customer. This would give us a history of the
customers issues and would also allow us to reopen a resolved ticket for the
customer.  I see that I could create a component locally, similar to the
Quick search or Quick create and add it to my local copy of index.html, but
I'm having a hard time finding documentation to help me out (on the web and
in RT Essentials), being that it is a custom field.

Has anyone done something like this before? I'd rather not have our staff
build a query everytime the need history for a customer.

Thanks!
Jason
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/bec451a1/attachment.htm>

From vongleich at gmail.com  Wed Dec 14 03:51:10 2005
From: vongleich at gmail.com (Ryan von Gleich)
Date: Wed, 14 Dec 2005 03:51:10 -0500
Subject: [rt-users] Where is message body stored? -RT3.4
Message-ID: <7b190db40512140051k55baaa7x13e729d3561a5125@mail.gmail.com>

Could anyone tell me where the body of the messages are stored?  Is it in
the database or filesystem?

Thank you
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/0ca2d848/attachment.htm>

From cartera at lei.net.au  Wed Dec 14 04:36:46 2005
From: cartera at lei.net.au (Adrian Carter)
Date: Wed, 14 Dec 2005 20:36:46 +1100
Subject: [rt-users] Setting Different Subjects for differnent queues
In-Reply-To: <20051214014329.639584D80DC@diesel.bestpractical.com>
References: <20051214014329.639584D80DC@diesel.bestpractical.com>
Message-ID: <439FE7AE.9050700@lei.net.au>

Nathan,
    I wanted a similar effect. This file will alter the 'tag' to be 
rt_name:Queue_name ... In my case, that becomes things like 
ISP:NS_Support or ISP:NS_Admin

    I then use the RT_SiteConfig.pm to set a new SubjectRegex such as:
    Set($EmailSubjectTagRegex, qr/ISP:\w+/ );

    Change the "ISP" in the above to match to your current $rt_name (I 
could have used $rt_name, but I hacked it for me :P :) try it and it 
might make it all transparent for you... ).
    The SendEmail_Local.pm file I actually picked up through an old 
install of RTx::Foundry - So compliments to the original author there 
who let me stumble upon this 'trick'.

    Add the attached file into /opt/rt3/local/lib/RT/Action 

    If you want to alter it further, it is fairly straight forward to 
look in the attached file to see how its built.

    The advantage of doing it this way is its a clean 'overlay' that 
will work when you upgrade RT.. the SendMail_Local just overwrites the 
specific function it needs too. I had this working for 3.4.X and now use 
it in my current 3.5.5 install.

Hope this helps

Adrian

   

Nathanial Swallen wrote:

> It doesn't seem possible to change the original subject tag (with the 
> company name) in the templates. How can I set variable subjects for 
> each queue? This would make organization much more easy for internal 
> use and would be more informative for customers when it comes to 
> auto-replies and notifications.
>
>  
>
> *Nathanial Swallen*
> /Billing Admin/
>
> 	
>
> *iNode / Qualmax*
> 488 Lincoln St.
> Eugene, OR 97401 
> <http://maps.yahoo.com/py/maps.py?Pyt=Tmap&addr=488+Lincoln+St.&csz=Eugene%2C+OR+97401&country=us> 
>
>
> nathan at inode-x.com <mailto:nathan at inode-x.com>
>
> 	
>
> tel:
> mobile:
>
> 	
>
> 541-868-2904
> 541-579-1054
>
> 	
>
>  
>
> /Want a signature like this?/ <http://www.plaxo.com/signature>
>
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/37ee3341/attachment.htm>
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: SendEmail_Local.pm
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/37ee3341/attachment.ksh>

From Richard.Ellis at Sun.COM  Wed Dec 14 05:36:58 2005
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 14 Dec 2005 10:36:58 +0000
Subject: [rt-users] Groups with one member
In-Reply-To: <20051214093731.C91FA4D82A9@diesel.bestpractical.com>
References: <20051214093731.C91FA4D82A9@diesel.bestpractical.com>
Message-ID: <1134556617.8586.50.camel@sr1-egmp-15>

Apologies if this has been answered before, but I didn't see it on the
Wiki or via a google search

Using RT 3.4.2 on Perl 5.8.6, Apache 1.3x and MySQL 4.0.33, Mod-Perl
1.29 on Solaris 9 SPARC.


One of our admins in Singapore has created a new group with a single
member and using the RTx Rights Matrix I can see that the group member
has owner, take etc rights for tickets in the target queue. However,
when the queue admin uses jumbo and tries to assign it to the member of
that group, her name does not appear in the dropdown for Owner.

As soon as I added a second member (my own login) to the group, both
names appeared in the dropdown.

Is this a feature? bug in our install?

Thanks

Richard



From thealbs at yahoo.co.uk  Wed Dec 14 06:30:52 2005
From: thealbs at yahoo.co.uk (brian mccabe)
Date: Wed, 14 Dec 2005 11:30:52 +0000 (GMT)
Subject: [rt-users] Comment on Resolve, rather than Reply on Resolve?
Message-ID: <20051214113053.5526.qmail@web25702.mail.ukl.yahoo.com>

There may be a very simple answer to this but why is
the default action to "Comment" when the Resolve
option is chosen from the ticket header?

Surely it would be better if it were a REPLY?

The default action is to send a standard template
saying the ticket has been resolved but none of the
information entered in the resolution actions. I've
tried changing the RESOLVED template to include the
contents on the update but these appear not to carry
through.

Is there an easy way to change the default action on
Resolve from Comment to Reply?

Thanks in advance.


		
___________________________________________________________ 
Yahoo! Exclusive Xmas Game, help Santa with his celebrity party - http://santas-christmas-party.yahoo.net/


From todd at chaka.net  Wed Dec 14 09:55:43 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 14 Dec 2005 09:55:43 -0500
Subject: [rt-users] Comment on Resolve, rather than Reply on Resolve?
In-Reply-To: <20051214113053.5526.qmail@web25702.mail.ukl.yahoo.com>
References: <20051214113053.5526.qmail@web25702.mail.ukl.yahoo.com>
Message-ID: <20051214145543.GP9195@chaka.net>

On Wed, Dec 14, 2005 at 11:30:52AM +0000, brian mccabe wrote:
> There may be a very simple answer to this but why is
> the default action to "Comment" when the Resolve
> option is chosen from the ticket header?
> 
> Surely it would be better if it were a REPLY?
> 
> The default action is to send a standard template
> saying the ticket has been resolved but none of the
> information entered in the resolution actions. I've
> tried changing the RESOLVED template to include the
> contents on the update but these appear not to carry
> through.

That doesn't work because the Comment and the Resolve 
are 2 separate transactions in RT.

> 
> Is there an easy way to change the default action on
> Resolve from Comment to Reply?

I think you will have to make a local copy of
html/Ticket/Elements/Tabs and change the resolve
link $actions->{'B'} to "Action=Respond"
> 
> Thanks in advance.
> 

No problem.

-Todd


From jmbonnefond at gmail.com  Wed Dec 14 09:43:23 2005
From: jmbonnefond at gmail.com (Jean-Michel Bonnefond)
Date: Wed, 14 Dec 2005 15:43:23 +0100
Subject: [rt-users] Installation - mod_perl version
Message-ID: <7103c2850512140643g4e5dd7adv@mail.gmail.com>

Hi folks,

I'm near to make RT 3.4.4 works on my linux SuSE 9.3 but I'm boried
with a last little problem.
When I try to launch apache, I got an error from webmux.pl :

[Wed Dec 14 14:40:57 2005] [error] RT does not support mod_perl 1.99.
Please upgrade to mod_perl 2.0 at /opt/rt3/bin/webmux.pl line
60.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line
64.\nCompilation failed in require at (eval 2) line 1.\n
[Wed Dec 14 14:40:57 2005] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server xpgremaudc1:0, exiting...

The responsible code is :
    die "RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0"
      if $ENV{'MOD_PERL'}
      and $ENV{'MOD_PERL'} =~ m{mod_perl/(?:1\.9)};

Ok, but my problem is that I've mod_perl 2.0 installed !!

jeanmi at xpgremaudc1:~> rpm -qa | grep apache
apache2-prefork-2.0.53-9
apache2-2.0.53-9
apache2-mod_perl-2.0.0-4

If I try to comment the verification, I got these error messages and
apache don't start also :

[Wed Dec 14 15:40:09 2005] [error] Can't locate mod_perl2.pm in @INC
(@INC contains: /opt/rt3/local/lib /opt/rt3/lib
/usr/lib/perl5/5.8.6/i586-linux-thread-multi /usr/lib/perl5/5.8.6
/usr/lib/perl5/site_perl/5.8.6/i586-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl .
/srv/www) at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 23.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line
41.\nCompilation failed in require at
/opt/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation failed
in require at (eval 2) line 1.\n
[Wed Dec 14 15:40:09 2005] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server xpgremaudc1:0, exiting...


Now I don't know what to do, do you have any idea?

Thanks.

--
***************************
Jean-Michel Bonnefond
TEAMLOG
***************************


From nixon at nsc.liu.se  Wed Dec 14 10:04:24 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Wed, 14 Dec 2005 16:04:24 +0100
Subject: [rt-users] changing users e-mail address
In-Reply-To: <010901c5fff9$a618cd30$800101df@pipelinewireless.local> (Chris
	Hale's message of "Tue, 13 Dec 2005 10:26:52 -0500")
References: <010901c5fff9$a618cd30$800101df@pipelinewireless.local>
Message-ID: <m3bqzjvhxj.fsf@nammatj.nsc.liu.se>

"Chris Hale" <chris-lists at pipelinewireless.us> writes:

> I have a user set up in RT that we cannot seem to change their e-mail
> address.  It gives me an error saying Illegal Value.

Probably there already exists an unprivileged user in RT with that
e-mail address. Locate that user (Configuration->Users->"Find people
whose email contains <address>") and change that user's email address
to something else (junk at example.com, or whatever seems suitable). You
should then be able to change the address of the privileged user.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From S.G.Tranter at lboro.ac.uk  Wed Dec 14 10:51:14 2005
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Wed, 14 Dec 2005 15:51:14 +0000
Subject: [rt-users] Retrieving values in a db table from within scrips
In-Reply-To: <20051213150011.GN9195@chaka.net>
References: <439D6172.9020103@lboro.ac.uk> <20051212135628.GF9195@chaka.net>
	<439D9311.2050004@lboro.ac.uk> <20051212155215.GG9195@chaka.net>
	<439EB671.5040207@lboro.ac.uk> <20051213150011.GN9195@chaka.net>
Message-ID: <43A03F72.30200@lboro.ac.uk>

Todd Chapman wrote:
> See also these methods:
> 
> RT::Record::Attributes
> RT::Record::AddAttribute
> RT::Record::SetAttribute
> RT::Record::DeleteAttribute
> RT::Record::FirstAttribute
> 
> Because each RT::Queue ISA RT::Record, these methods can
> be used on a Queue to store and fetch attributes with any
> name you like to give them.
> 

Sorry, now I'm even more confused!!!  :(

I still don't understand how to create the attribute and what values I 
*must* populate, e.g.

Content:  (obviously what I want to store)
ContentType:  Does this need to be a specific value?
ObjectType:  Does this need to be a specific value?

I'm also still confused how I will even create these attribute objects.

Sorry for being so dumb!

Stewart


From vongleich at gmail.com  Wed Dec 14 10:51:57 2005
From: vongleich at gmail.com (Ryan von Gleich)
Date: Wed, 14 Dec 2005 10:51:57 -0500
Subject: [rt-users] Where is message body stored? -RT3.4
In-Reply-To: <3156B11B2D31464191FEF2878DED6FE845E1F6@DCXCH1-MS.corp.local>
References: <3156B11B2D31464191FEF2878DED6FE845E1F6@DCXCH1-MS.corp.local>
Message-ID: <7b190db40512140751n72168f11hf30a9f775f628ad5@mail.gmail.com>

I appreciate it, I knew that!  I just looked at my production DB and it was
there.  I am working out of a test instance that I build from backups...I
hope my attachments table is being backed up!!

On 12/14/05, G. Richard Bellamy <rbellamy at crockernsi.com> wrote:
>
> In the database - in the Attachments table. AFAIR (from 3.4.1):
>
> Queue.id -> Ticket.Queue
> Ticket.id -> Transaction.ObjectId
> Transaction.id -> Attachments.TransactionId
>
> Look for Attachments.Subject and Attachments.Content.
>
> - rb
>
>  ------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Ryan von Gleich
> *Sent:* Wednesday, December 14, 2005 12:51 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Where is message body stored? -RT3.4
>
> Could anyone tell me where the body of the messages are stored?  Is it in
> the database or filesystem?
>
> Thank you
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/f770f3b7/attachment.htm>

From ESchultz at corp.untd.com  Wed Dec 14 11:37:35 2005
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 14 Dec 2005 08:37:35 -0800
Subject: [rt-users] Changing ticket actions
Message-ID: <5613F89D78D2F545A40423EBA5535C300742D9C9@LAXEVS01.lax.corp.int.untd.com>

/path/to/rt/share/html/Ticket/Elements/Tabs

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Dave Kettmann
Sent: Tuesday, December 13, 2005 2:13 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Changing ticket actions


Hi all,
 
At the top of a ticket, there are the ticket actions you can perform with one click... (Example: Reply | Resolve | Open | Comment ...) What file would I look at to change/add options to this list? I have tried looking thru various files, and found nothing. It looks like it is a callback of some sort, but I can't find the file it gets it from. Any help is appreciated.
 
Thanks,
 
Dave Kettmann
NetLogic
314-266-4000


From MarkRoedel at letu.edu  Wed Dec 14 12:01:45 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Wed, 14 Dec 2005 11:01:45 -0600
Subject: [rt-users] RT-3.5.x losing reminder info?
Message-ID: <FF6E50DCA69478499B1C992A435EF5F0C88B80@rachael-reborn.letnet.net>


We started out using RT-3.5.5 (upgraded from 3.4.4), and have been
pulling periodic svn updates (most recently on December 7th).

When we have a ticket that has multiple reminders associated with it:

	If we go to /Ticket/Reminders.html, we're able to manipulate
	them (edit contents or check them off as complete) correctly.  

	If we attempt to check a reminder as complete, or to create an
	additional reminder, when at /Ticket/Display.html, the subjects
	of the pre-existing reminders are changed to '0'.

There don't appear to be any related messages in any of the error logs.

If this isn't some localized glitch, I'm a bit surprised not to have
seen it already caught and addressed...is anybody else able to duplicate
the described behavior, or do I need to chalk this up to some problem
with our installation only?


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University


From m3freak at rogers.com  Wed Dec 14 12:33:50 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Wed, 14 Dec 2005 12:33:50 -0500
Subject: [rt-users] Custom status name format
Message-ID: <1134581631.5878.4.camel@krs>

Hello Everyone,

Is it possible to set custom statuses with spaces or other special
characters, such as a dash or underscore, in the name?

I've tried using a dash.  It gets displayed properly in the drop down
list, and I can even select it.  But, when the change is committed, RT
returns the error, Illegal value for Status.

What's the allowed format for status names?

Regards,

Ranbir

-- 
Kanwar Ranbir Sandhu
Systems Aligned Inc.
www.systemsaligned.com



From KFCrocker at lbl.gov  Wed Dec 14 12:58:46 2005
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Wed, 14 Dec 2005 09:58:46 -0800
Subject: [rt-users] Searching custom field from homepage
In-Reply-To: <dfff29f10512132228p8cec81dmfe1a1487f519a062@mail.gmail.com>
References: <dfff29f10512132228p8cec81dmfe1a1487f519a062@mail.gmail.com>
Message-ID: <43A05D56.8040107@lbl.gov>

Jason,


       My company  needed the same thing but not from the home page. 
Creating a custom field is easy enough and you can apply that custom 
firld to any queue, therefore allowing a query to be created with the 
custom field, but again, that is within the query page, not from the 
home page. We use RT 3.4.4. What's wrong with one extra click and going 
to the query page?

Kenn

Jason Edwards wrote:

> Hello,
>  
> I'm currently testing RT for use as our ticketing system. We're 
> providing support for various ISPs (each ISP is a queue) and one of 
> the custom fields for our queues is 'Username'. I would like 
> to provide the ability to search for a Username in a given queue on 
> the home page, to get a list of past tickets for the customer. This 
> would give us a history of the customers issues and would also allow 
> us to reopen a resolved ticket for the customer.  I see that I could 
> create a component locally, similar to the Quick search or Quick 
> create and add it to my local copy of index.html, but I'm having a 
> hard time finding documentation to help me out (on the web and in RT 
> Essentials), being that it is a custom field.
>  
> Has anyone done something like this before? I'd rather not have our 
> staff build a query everytime the need history for a customer.
>  
> Thanks!
> Jason
>  
>  
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/18c5db9f/attachment.htm>

From sdowdy at ucar.edu  Wed Dec 14 13:10:02 2005
From: sdowdy at ucar.edu (Stephen Dowdy)
Date: Wed, 14 Dec 2005 11:10:02 -0700
Subject: [rt-users] Changing ticket actions
In-Reply-To: <5613F89D78D2F545A40423EBA5535C300742D9C9@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C300742D9C9@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <43A05FFA.9060609@ucar.edu>

Schultz, Eric wrote:
> /path/to/rt/share/html/Ticket/Elements/Tabs

Dave,

FWIW, Here's a Tab button i added to quickly do our local "SPAM" operation (delete the ticket and move it to the SPAM queue)
This is for rt-3.4.x.

saw:share# diff share/html/Ticket/Elements/Tabs rt3.site/html/Ticket/Elements/Tabs
179a180,190
> 
> # RAL (BEGIN)
> # Add option to do a SPAM operation quickly
> if ( $Ticket->CurrentUserHasRight('DeleteTicket') ) {
>     $actions->{'G'} = {
>                title => loc('SPAM'),
>                path  => "Ticket/Modify.html?id=$id&Status=deleted&Queue=SPAM"
>     }
> } 
> # RAL (END)

--stephen
-- 
Stephen Dowdy  -  Systems Administrator  -  NCAR/RAP
303.497.2869  -  sdowdy at ucar.edu  -  http://www.rap.ucar.edu/~sdowdy/



From sdowdy at ucar.edu  Wed Dec 14 13:37:26 2005
From: sdowdy at ucar.edu (Stephen Dowdy)
Date: Wed, 14 Dec 2005 11:37:26 -0700
Subject: [rt-users] Comment on Resolve, rather than Reply on Resolve?
In-Reply-To: <20051214113053.5526.qmail@web25702.mail.ukl.yahoo.com>
References: <20051214113053.5526.qmail@web25702.mail.ukl.yahoo.com>
Message-ID: <43A06666.9040002@ucar.edu>

brian mccabe wrote:
> There may be a very simple answer to this but why is
> the default action to "Comment" when the Resolve
> option is chosen from the ticket header?
> 
> Surely it would be better if it were a REPLY?

Brian,

I'm just conjecturing here, but in my mind there's two *standard* ways to deal with the idea of ticket resolution.

1) Query: Ensure that the requestor is absolutely satisfied with your resolution (or acknowledges that you can't do any further work on it) and close it when they respond.
2) Notify: Tell the requestor that you are done with the ticket and close it in one fell swoop.

I believe that bestpractical subscribes to the first notion.  That the requestor will send the final "It's working now." or "Thanks!" and that you then resolve the ticket with no further correspondence.
This avoids the problem of the second form where most likely you say "Your solution is XYZ - I'm resolving this ticket now" and the requestor comes back with "thank you" and the ticket re-opens.
The first is more verbose, however, and perhaps not in tune with standard system-administrator thinking "here ya go, have a nice life".  You can also end up with lots of tickets in wait-mode on user response.

It would be nice if there was some sort of global RT_SiteConfig.pm knob like "ResolvePolicy" that would make things behave according to the established site policy.

At our location, we modified the occurrences of "Comment" to be "Correspond".

--stephen
-- 
Stephen Dowdy  -  Systems Administrator  -  NCAR/RAP
303.497.2869  -  sdowdy at ucar.edu  -  http://www.rap.ucar.edu/~sdowdy/



From ESchultz at corp.untd.com  Wed Dec 14 13:47:21 2005
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 14 Dec 2005 10:47:21 -0800
Subject: [rt-users] Comment on Resolve, rather than Reply on Resolve?
Message-ID: <5613F89D78D2F545A40423EBA5535C300742D9CD@LAXEVS01.lax.corp.int.untd.com>

I agree with the knob recommendation.  A lot of my users complain that they get two emails when a ticket is resolved.  I explain this is because there are two different scrips, and that sometimes you will want to set the status without making a comment/reply.  (But of course, users don't care why it doesn't work like they want, they just want it fixed.)  I had thought about tweaking the scrips to get the desired result, but I would have to replace the "on status change send reply" with two scrips, one that has an exception for if it is resolved, and replace the "on correspond" with two scrips.  Or maybe just tweak the latter to accomodate for the former.  Not sure, I hadn't tried to map it out, but it's not necessarily straightforward.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stephen
Dowdy
Sent: Wednesday, December 14, 2005 10:37 AM
To: brian mccabe
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Comment on Resolve, rather than Reply on
Resolve?

I'm just conjecturing here, but in my mind there's two *standard* ways to deal with the idea of ticket resolution.

1) Query: Ensure that the requestor is absolutely satisfied with your resolution (or acknowledges that you can't do any further work on it) and close it when they respond.
2) Notify: Tell the requestor that you are done with the ticket and close it in one fell swoop.

I believe that bestpractical subscribes to the first notion.  That the requestor will send the final "It's working now." or "Thanks!" and that you then resolve the ticket with no further correspondence.
This avoids the problem of the second form where most likely you say "Your solution is XYZ - I'm resolving this ticket now" and the requestor comes back with "thank you" and the ticket re-opens.
The first is more verbose, however, and perhaps not in tune with standard system-administrator thinking "here ya go, have a nice life".  You can also end up with lots of tickets in wait-mode on user response.

It would be nice if there was some sort of global RT_SiteConfig.pm knob like "ResolvePolicy" that would make things behave according to the established site policy.


From Paul.Crossman at tvguide.com  Wed Dec 14 14:11:09 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Wed, 14 Dec 2005 14:11:09 -0500
Subject: [rt-users] Making batch changes to ticket ownership
Message-ID: <75CEDBF199045948891D43BFE1AB3E0607A32268@bed1po1.vgi.com>

I've search the archives on this and came up empty on something close to
this.  

I've found this
(http://wiki.bestpractical.com/index.cgi?TransactionBatchStage) in the Wiki,
but I'm not quite sure it's what I want.  See below.

We've had someone leave the company recently that has a couple hundred
tickets we'd like to transfer ownership to a different user.  

Is there a simple way to perform this task in batch through the web
interface or does this have to be done with SQL to the database?  

SQL statements to the database would not show the ticket transfer from one
user to another, but I'm not sure if that's a concern of the users at this
point.

We're running RT 3.4.2 on MySQL 4.1.

Paul C.


From barnesaw at ucrwcu.rwc.uc.edu  Wed Dec 14 14:12:58 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 14 Dec 2005 14:12:58 -0500
Subject: [rt-users] Making batch changes to ticket ownership
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0607A32268@bed1po1.vgi.com>
References: <75CEDBF199045948891D43BFE1AB3E0607A32268@bed1po1.vgi.com>
Message-ID: <43A06EBA.40500@ucrwcu.rwc.uc.edu>

- Do a query to get all of his/her tickets.
- Bulk update the owner

Paul Crossman wrote:
> I've search the archives on this and came up empty on something close to
> this.  
>
> I've found this
> (http://wiki.bestpractical.com/index.cgi?TransactionBatchStage) in the Wiki,
> but I'm not quite sure it's what I want.  See below.
>
> We've had someone leave the company recently that has a couple hundred
> tickets we'd like to transfer ownership to a different user.  
>
> Is there a simple way to perform this task in batch through the web
> interface or does this have to be done with SQL to the database?  
>
> SQL statements to the database would not show the ticket transfer from one
> user to another, but I'm not sure if that's a concern of the users at this
> point.
>
> We're running RT 3.4.2 on MySQL 4.1.
>
> Paul C.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   

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



From platitudezinc at gmail.com  Wed Dec 14 14:36:46 2005
From: platitudezinc at gmail.com (Jason Edwards)
Date: Wed, 14 Dec 2005 14:36:46 -0500
Subject: [rt-users] Searching custom field from homepage
In-Reply-To: <43A05D56.8040107@lbl.gov>
References: <dfff29f10512132228p8cec81dmfe1a1487f519a062@mail.gmail.com>
	<43A05D56.8040107@lbl.gov>
Message-ID: <dfff29f10512141136g419cd793td7d77dc8f1151c3@mail.gmail.com>

Kenn,

Thanks for the reply. I'm ok with searching the way you stated below,
however my bosses aren't. They would like it to be as user friendly and
intuitive as possible. And I admit, that for some the interface may seem a
little cluttered and non intuitive at times (especially the query page).
They think our support staff will kinda freak out when they see the query
builder and not know how to use it. So I've been tasked with creating a more
friendly interface for RT.

Basically what they want is an element on the homepage (like the Quick
create element) that allows them to search for the Username in a queue. I
was hoping someone had created something like this before to save me some
time (I've got a ton on my plate now :) )

I would love to use RT as it is, but my bosses believe the UI is overly
complicated.......
-Jason



On 12/14/05, Ken Crocker <KFCrocker at lbl.gov> wrote:
>
> Jason,
>
>
>        My company  needed the same thing but not from the home page.
> Creating a custom field is easy enough and you can apply that custom firld
> to any queue, therefore allowing a query to be created with the custom
> field, but again, that is within the query page, not from the home page. We
> use RT 3.4.4. What's wrong with one extra click and going to the query
> page?
>
> Kenn
>
> Jason Edwards wrote:
>
>  Hello,
>
> I'm currently testing RT for use as our ticketing system. We're providing
> support for various ISPs (each ISP is a queue) and one of the custom fields
> for our queues is 'Username'. I would like to provide the ability to search
> for a Username in a given queue on the home page, to get a list of past
> tickets for the customer. This would give us a history of the
> customers issues and would also allow us to reopen a resolved ticket for the
> customer.  I see that I could create a component locally, similar to the
> Quick search or Quick create and add it to my local copy of index.html,
> but I'm having a hard time finding documentation to help me out (on the web
> and in RT Essentials), being that it is a custom field.
>
> Has anyone done something like this before? I'd rather not have our staff
> build a query everytime the need history for a customer.
>
> Thanks!
> Jason
>
>
>
>
> ------------------------------
>
> _______________________________________________http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/faee0c5d/attachment.htm>

From todd at chaka.net  Wed Dec 14 15:29:28 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 14 Dec 2005 15:29:28 -0500
Subject: [rt-users] Searching custom field from homepage
In-Reply-To: <dfff29f10512141136g419cd793td7d77dc8f1151c3@mail.gmail.com>
References: <dfff29f10512132228p8cec81dmfe1a1487f519a062@mail.gmail.com>
	<43A05D56.8040107@lbl.gov>
	<dfff29f10512141136g419cd793td7d77dc8f1151c3@mail.gmail.com>
Message-ID: <20051214202928.GQ9195@chaka.net>

On Wed, Dec 14, 2005 at 02:36:46PM -0500, Jason Edwards wrote:
> Kenn,
> 
> Thanks for the reply. I'm ok with searching the way you stated below,
> however my bosses aren't. They would like it to be as user friendly and
> intuitive as possible. And I admit, that for some the interface may seem a
> little cluttered and non intuitive at times (especially the query page).
> They think our support staff will kinda freak out when they see the query
> builder and not know how to use it. So I've been tasked with creating a more
> friendly interface for RT.
> 
> Basically what they want is an element on the homepage (like the Quick
> create element) that allows them to search for the Username in a queue. I
> was hoping someone had created something like this before to save me some
> time (I've got a ton on my plate now :) )
> 
> I would love to use RT as it is, but my bosses believe the UI is overly
> complicated.......

I think Jesse would agree with you. Be a hero; get your company to
support RT by contracting with Best Practical to create a simpler
search interface!

> -Jason


From KFCrocker at lbl.gov  Wed Dec 14 15:12:57 2005
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Wed, 14 Dec 2005 12:12:57 -0800
Subject: [rt-users] Comment on Resolve, rather than Reply on Resolve?
In-Reply-To: <43A06666.9040002@ucar.edu>
References: <20051214113053.5526.qmail@web25702.mail.ukl.yahoo.com>
	<43A06666.9040002@ucar.edu>
Message-ID: <43A07CC9.7080109@lbl.gov>

Stephen,

    I don't think a "global" policy or configuration on how to notify a 
user about a resolution is something that would benefit RT. If RT did 
that, I'd just have to make modifcations to undo it. Your site may not 
always want the same policy you currently think should apply. Global 
resolutions remove flexibility. That makes it more complicated when the 
"global" policy needs a change. We allow each Queue administrator to set 
the limits for their users via ROLES and GROUP rights, along with scrips 
applied to individual queues. This allows for the company to be flexible 
on how each Department/Queue/group handles their business. As the System 
administrator, I don't have the headache of all of that, I just give 
advice to the Queue Admins on the options they have on handling a 
problem. Hope this helps you.

Kenn

Stephen Dowdy wrote:

>brian mccabe wrote:
>  
>
>>There may be a very simple answer to this but why is
>>the default action to "Comment" when the Resolve
>>option is chosen from the ticket header?
>>
>>Surely it would be better if it were a REPLY?
>>    
>>
>
>Brian,
>
>I'm just conjecturing here, but in my mind there's two *standard* ways to deal with the idea of ticket resolution.
>
>1) Query: Ensure that the requestor is absolutely satisfied with your resolution (or acknowledges that you can't do any further work on it) and close it when they respond.
>2) Notify: Tell the requestor that you are done with the ticket and close it in one fell swoop.
>
>I believe that bestpractical subscribes to the first notion.  That the requestor will send the final "It's working now." or "Thanks!" and that you then resolve the ticket with no further correspondence.
>This avoids the problem of the second form where most likely you say "Your solution is XYZ - I'm resolving this ticket now" and the requestor comes back with "thank you" and the ticket re-opens.
>The first is more verbose, however, and perhaps not in tune with standard system-administrator thinking "here ya go, have a nice life".  You can also end up with lots of tickets in wait-mode on user response.
>
>It would be nice if there was some sort of global RT_SiteConfig.pm knob like "ResolvePolicy" that would make things behave according to the established site policy.
>
>At our location, we modified the occurrences of "Comment" to be "Correspond".
>
>--stephen
>  
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/8e522549/attachment.htm>

From nmetrowsky at digitalglobe.com  Wed Dec 14 16:02:45 2005
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Wed, 14 Dec 2005 14:02:45 -0700
Subject: [rt-users] Need to set up many queues
Message-ID: <C1BF1C58F42A304A899E2933C220F48A169E70@COMAIL02.digitalglobe.com>

Hi Everyone,

 

 Is there a good way to set up a bunch of queues rather quickly, as I
need too set up over 30 Queues. I have been playing with a perl script
that adds queues to the Queue table and Roles to the Groups table to
assign Cc, AdminCc, Requestor, and Owner. When I employ this method, the
Roles do not show up on the Queue Groups Rights area. They only do when
a Queue is create via Request Tracker.

 

Any ideas would be most welcome.

 

Take care!

 

Nick

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/816c9b60/attachment.htm>

From todd at chaka.net  Wed Dec 14 16:47:16 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 14 Dec 2005 16:47:16 -0500
Subject: [rt-users] Need to set up many queues
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A169E70@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A169E70@COMAIL02.digitalglobe.com>
Message-ID: <20051214214716.GR9195@chaka.net>

On Wed, Dec 14, 2005 at 02:02:45PM -0700, Nick Metrowsky wrote:
> Hi Everyone,
> 
>  
> 
>  Is there a good way to set up a bunch of queues rather quickly, as I
> need too set up over 30 Queues. I have been playing with a perl script
> that adds queues to the Queue table and Roles to the Groups table to
> assign Cc, AdminCc, Requestor, and Owner. When I employ this method, the
> Roles do not show up on the Queue Groups Rights area. They only do when
> a Queue is create via Request Tracker.
> 

You need to use the RT Perl API!

use RT;
use RT::Queue;

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

for ( qw ( q_A q_B q_C ) ) {

    my $q = RT::Queue->new( $RT::SystemUser );
    $q->Create( Name => $_, ..........

}




From platitudezinc at gmail.com  Wed Dec 14 16:31:20 2005
From: platitudezinc at gmail.com (Jason Edwards)
Date: Wed, 14 Dec 2005 16:31:20 -0500
Subject: [rt-users] Searching custom field from homepage
In-Reply-To: <20051214202928.GQ9195@chaka.net>
References: <dfff29f10512132228p8cec81dmfe1a1487f519a062@mail.gmail.com>
	<43A05D56.8040107@lbl.gov>
	<dfff29f10512141136g419cd793td7d77dc8f1151c3@mail.gmail.com>
	<20051214202928.GQ9195@chaka.net>
Message-ID: <dfff29f10512141331x3ca9767ahd3ebe485c89c9f12@mail.gmail.com>

Below is the quick solution I wrote this afternoon:

1. Created a file named UsernameSearch in local/html/Elements containing:

<& /Elements/TitleBoxStart, title => loc('Search username') &>
<form method="post" action="<%$RT::WebPath%>/index.html">
<input type="hidden" name="SearchUsername" value="1">
<table>
<tr>
<td>
<font size="-2"><&|/l&>Username</&>:<br><input size="25" name="username"></font>
</td>
<td>
<font size="-2"><&|/l&>Queue</&>:<br><& /Elements/SelectQueue, Name =>
'Queue', ShowNullOption => 0 &></font>
</td>
<td>
<div align="right" halign="bottom"><input type="submit"
value="<%loc('Search')%>"></div>
</td>
</tr>
</table>
</form>
<& /Elements/TitleBoxEnd &>

2. Added this to local/html/index.html:

<& /Elements/UsernameSearch &>

AND:

if ($ARGS{'SearchUsername'} ) {
    my $query = "Queue = '$ARGS{'Queue'}' AND CF.Username LIKE
'$ARGS{'username'}'";
     #print $query;

    $m->comp("/Search/Results.html", Query => $query);
    return();
}

Quick and dirty but it works....

-Jason






On 12/14/05, Todd Chapman <todd at chaka.net> wrote:
> On Wed, Dec 14, 2005 at 02:36:46PM -0500, Jason Edwards wrote:
> > Kenn,
> >
> > Thanks for the reply. I'm ok with searching the way you stated below,
> > however my bosses aren't. They would like it to be as user friendly and
> > intuitive as possible. And I admit, that for some the interface may seem a
> > little cluttered and non intuitive at times (especially the query page).
> > They think our support staff will kinda freak out when they see the query
> > builder and not know how to use it. So I've been tasked with creating a more
> > friendly interface for RT.
> >
> > Basically what they want is an element on the homepage (like the Quick
> > create element) that allows them to search for the Username in a queue. I
> > was hoping someone had created something like this before to save me some
> > time (I've got a ton on my plate now :) )
> >
> > I would love to use RT as it is, but my bosses believe the UI is overly
> > complicated.......
>
> I think Jesse would agree with you. Be a hero; get your company to
> support RT by contracting with Best Practical to create a simpler
> search interface!
>
> > -Jason
>


From nmetrowsky at digitalglobe.com  Wed Dec 14 17:05:13 2005
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Wed, 14 Dec 2005 15:05:13 -0700
Subject: [rt-users] Need to set up many queues
Message-ID: <C1BF1C58F42A304A899E2933C220F48A169E8A@COMAIL02.digitalglobe.com>

Hi Todd,

Thank you for your info. Just curious, I suspect I can specify fields in
the create command:

$q->Create( Name => $_, Description => "text, CorrespondAddress => "user
@domain", CommentAddress => "user at domain, InitialPriority => "1",
FinalPriority => "5", DefaultDueIn => "5",,,, )

Thank you for your help.

Nick

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Wednesday, December 14, 2005 2:47 PM
To: Nick Metrowsky
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Need to set up many queues

On Wed, Dec 14, 2005 at 02:02:45PM -0700, Nick Metrowsky wrote:
> Hi Everyone,
> 
>  
> 
>  Is there a good way to set up a bunch of queues rather quickly, as I
> need too set up over 30 Queues. I have been playing with a perl script
> that adds queues to the Queue table and Roles to the Groups table to
> assign Cc, AdminCc, Requestor, and Owner. When I employ this method,
the
> Roles do not show up on the Queue Groups Rights area. They only do
when
> a Queue is create via Request Tracker.
> 

You need to use the RT Perl API!

use RT;
use RT::Queue;

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

for ( qw ( q_A q_B q_C ) ) {

    my $q = RT::Queue->new( $RT::SystemUser );
    $q->Create( Name => $_, ..........

}




From todd at chaka.net  Wed Dec 14 17:47:23 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 14 Dec 2005 17:47:23 -0500
Subject: [rt-users] Need to set up many queues
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A169E8A@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A169E8A@COMAIL02.digitalglobe.com>
Message-ID: <20051214224723.GS9195@chaka.net>

On Wed, Dec 14, 2005 at 03:05:13PM -0700, Nick Metrowsky wrote:
> Hi Todd,
> 
> Thank you for your info. Just curious, I suspect I can specify fields in
> the create command:
> 
> $q->Create( Name => $_, Description => "text, CorrespondAddress => "user
> @domain", CommentAddress => "user at domain, InitialPriority => "1",
> FinalPriority => "5", DefaultDueIn => "5",,,, )
> 
> Thank you for your help.
> 
> Nick

perldoc /opt/rt3/lib/RT/Queue_Overlay.pm

> 
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Wednesday, December 14, 2005 2:47 PM
> To: Nick Metrowsky
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Need to set up many queues
> 
> On Wed, Dec 14, 2005 at 02:02:45PM -0700, Nick Metrowsky wrote:
> > Hi Everyone,
> > 
> >  
> > 
> >  Is there a good way to set up a bunch of queues rather quickly, as I
> > need too set up over 30 Queues. I have been playing with a perl script
> > that adds queues to the Queue table and Roles to the Groups table to
> > assign Cc, AdminCc, Requestor, and Owner. When I employ this method,
> the
> > Roles do not show up on the Queue Groups Rights area. They only do
> when
> > a Queue is create via Request Tracker.
> > 
> 
> You need to use the RT Perl API!
> 
> use RT;
> use RT::Queue;
> 
> RT::LoadConfig();
> RT::Init();
> 
> for ( qw ( q_A q_B q_C ) ) {
> 
>     my $q = RT::Queue->new( $RT::SystemUser );
>     $q->Create( Name => $_, ..........
> 
> }
> 
> 


From nanderson at teamhpc.com  Wed Dec 14 17:19:30 2005
From: nanderson at teamhpc.com (Nick Anderson)
Date: Wed, 14 Dec 2005 16:19:30 -0600
Subject: [rt-users] rt acting slow and timing out upon replys
Message-ID: <200512141619.31219.nanderson@teamhpc.com>

I have rt configured to cc an admin group of about 10 people for a support 
queue. When using the web interface to reply to a request apache times 
out ... the logs show that all the proper emails get sent out though and they 
appear to be recieved by the users as well.
Also rt just seems a bit slow when dealing with any ticket modifications. The 
box is no slug its a dual xeon 3 Ghz with 4 Gig ram.

anyone know what to do about this?
thanks

-- 
Nick Anderson
Team HPC
nanderson at teamhpc.com


From jgoldman at jupitermedia.com  Wed Dec 14 17:15:11 2005
From: jgoldman at jupitermedia.com (Jeff Goldman)
Date: Wed, 14 Dec 2005 14:15:11 -0800
Subject: [rt-users] Journalist Inquiry: ISP-Planet article on RT
Message-ID: <19ACD0EA-C7DC-4E1A-A9EA-5E1DF7A81A42@jupitermedia.com>

Hi Folks,

I'm writing an article about RT for ISP-Planet (www.isp-planet.com),  
and would like to arrange a brief interview with an ISP that's using  
the solution -- if there's anyone out there who fits the bill and who  
would be available for a brief phone interview over the next week or  
so, please contact me directly at jgoldman at jupitermedia.com.

Thanks,
Jeff Goldman
ISP-Planet


From venkata.kurra at thomson.com  Wed Dec 14 17:25:18 2005
From: venkata.kurra at thomson.com (venkata.kurra at thomson.com)
Date: Wed, 14 Dec 2005 14:25:18 -0800
Subject: [rt-users] migration from 2.x to 3.2
Message-ID: <B64C13C5DF15A44E8C4A94B0C165935C374898@tlruscasunmbx01.ERF.THOMSON.COM>

We have successfully loaded, without errors, the dumpfile-to-rt-3.0 into
Mysql 5.0 from Mysql 3.2. When I look at the database schema after the
dump I noticed that there are changes to the tables and columns, for
example, table Watchers does not exist and new table Principals was
created. Is this normal behavior in RT 3.x. We need to make sure that
new database is valid before we test the RT.

 

Thanks,

Venkata

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051214/3fc599b3/attachment.htm>

From noyler at khimetrics.com  Wed Dec 14 17:43:27 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Wed, 14 Dec 2005 15:43:27 -0700
Subject: [rt-users] Comment on Resolve, rather than Reply on Resolve?
Message-ID: <59B15593F41BD24591D59436E7226EAD02FB3C90@Khiphx2.khimetrics.com>

My users complained about receiving two emails once a ticket was
resolved as well (after editing resolve to default to reply)

Instead I've undone that change, and added this bit of code into the
resolved template.

{
 my $resolution_comment;
 my $Transactions = $Ticket->Transactions;

 $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
 $Transactions->OrderByCols (
               { FIELD => 'Created',  ORDER => 'DESC' },
               { FIELD => 'id',     ORDER => 'DESC' },
               );

 my $CommentObj = $Transactions->First;
 if( $CommentObj && $CommentObj->id ) {
   $resolution_comment = $CommentObj->Content;
 }

 $resolution_comment;
}


Which works out quite well. I do wonder though if someone were to not
comment when resolving if it would grab a comment previous to that.
Either way, I'd like to setup a requirement for a comment to resolve an
issue.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Schultz, Eric
> Sent: Wednesday, December 14, 2005 11:47 AM
> To: sdowdy at ucar.edu; brian mccabe
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Comment on Resolve, rather than Reply on
Resolve?
> 
> I agree with the knob recommendation.  A lot of my users complain that
> they get two emails when a ticket is resolved.  I explain this is
because
> there are two different scrips, and that sometimes you will want to
set
> the status without making a comment/reply.  (But of course, users
don't
> care why it doesn't work like they want, they just want it fixed.)  I
had
> thought about tweaking the scrips to get the desired result, but I
would
> have to replace the "on status change send reply" with two scrips, one
> that has an exception for if it is resolved, and replace the "on
> correspond" with two scrips.  Or maybe just tweak the latter to
accomodate
> for the former.  Not sure, I hadn't tried to map it out, but it's not
> necessarily straightforward.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stephen
> Dowdy
> Sent: Wednesday, December 14, 2005 10:37 AM
> To: brian mccabe
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Comment on Resolve, rather than Reply on
> Resolve?
> 
> I'm just conjecturing here, but in my mind there's two *standard* ways
to
> deal with the idea of ticket resolution.
> 
> 1) Query: Ensure that the requestor is absolutely satisfied with your
> resolution (or acknowledges that you can't do any further work on it)
and
> close it when they respond.
> 2) Notify: Tell the requestor that you are done with the ticket and
close
> it in one fell swoop.
> 
> I believe that bestpractical subscribes to the first notion.  That the
> requestor will send the final "It's working now." or "Thanks!" and
that
> you then resolve the ticket with no further correspondence.
> This avoids the problem of the second form where most likely you say
"Your
> solution is XYZ - I'm resolving this ticket now" and the requestor
comes
> back with "thank you" and the ticket re-opens.
> The first is more verbose, however, and perhaps not in tune with
standard
> system-administrator thinking "here ya go, have a nice life".  You can
> also end up with lots of tickets in wait-mode on user response.
> 
> It would be nice if there was some sort of global RT_SiteConfig.pm
knob
> like "ResolvePolicy" that would make things behave according to the
> established site policy.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html


From mikef at ack.Berkeley.EDU  Wed Dec 14 18:12:15 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 14 Dec 2005 15:12:15 -0800 (PST)
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <1134530074.3710.4.camel@balloon.pdi.com>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
	<1134452727.13832.48.camel@balloon.pdi.com>
	<20051212221817.E44957@malcolm.berkeley.edu>
	<1134458428.13832.60.camel@balloon.pdi.com>
	<20051213084316.W64374@malcolm.berkeley.edu>
	<20051213093044.K64374@malcolm.berkeley.edu>
	<20051213161242.U64374@malcolm.berkeley.edu>
	<1134530074.3710.4.camel@balloon.pdi.com>
Message-ID: <20051214150625.L3910@malcolm.berkeley.edu>

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

On Tue, 13 Dec 2005 at 19:14 (-0800), Jim Meyer wrote:

> Sorta. I should have realized that you were using a whole copy of RT.pm 
> rather than putting only the function you need to override into 
> local/lib/RT_Local.pm, which is included by lib/RT.pm (using a require 
> statement at the end) and which will then cause your version of the 
> function to prevail.
>
> I just kinda assumed that you knew the whole *_Local.pm trick (which 
> works for pretty much every major perl module in RT) ... but since I 
> only learned it in the last three months, though, you'd think I'd 
> remember to mention it.

Jim,

No, I didn't know about the '*_Local.pm trick'.  Where is this documented?

And even as I look in RT.pm and see the 'eval require ...' statement, it's 
not obvious to me in which paths RT_Local.pm will be searched for, though 
I assume from what you say that it will search local/lib first.

If you can point me to more information about this particular override 
facility, I'd appreciate it.

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/AwUBQ6Cm060bf1iNr4mCEQIArgCfcAsi4JdndiRYnAgJ5a4oH8V10BkAniFf
NiikRu1EerjSnGwV+zl2NffA
=RWZw
-----END PGP SIGNATURE-----


From MarkRoedel at letu.edu  Wed Dec 14 18:19:04 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Wed, 14 Dec 2005 17:19:04 -0600
Subject: [rt-users] RT-3.5.x losing reminder info?
Message-ID: <FF6E50DCA69478499B1C992A435EF5F0C88E51@rachael-reborn.letnet.net>


Followup:

I believe I've found the problem (has to do with the update logic in
/Ticket/Elements/Reminders and what variables are set in the different
reminder display modes).  Should have a patch ready to submit tomorrow
or Friday.

--
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 Roedel,
Mark
Sent: Wednesday, December 14, 2005 11:02 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT-3.5.x losing reminder info?


We started out using RT-3.5.5 (upgraded from 3.4.4), and have been
pulling periodic svn updates (most recently on December 7th).

When we have a ticket that has multiple reminders associated with it:

	If we go to /Ticket/Reminders.html, we're able to manipulate
	them (edit contents or check them off as complete) correctly.  

	If we attempt to check a reminder as complete, or to create an
	additional reminder, when at /Ticket/Display.html, the subjects
	of the pre-existing reminders are changed to '0'.

There don't appear to be any related messages in any of the error logs.

If this isn't some localized glitch, I'm a bit surprised not to have
seen it already caught and addressed...is anybody else able to duplicate
the described behavior, or do I need to chalk this up to some problem
with our installation only?


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From jesse at bestpractical.com  Wed Dec 14 18:20:55 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Dec 2005 18:20:55 -0500
Subject: [rt-users] RT-3.5.x losing reminder info?
In-Reply-To: <FF6E50DCA69478499B1C992A435EF5F0C88E51@rachael-reborn.letnet.net>
References: <FF6E50DCA69478499B1C992A435EF5F0C88E51@rachael-reborn.letnet.net>
Message-ID: <20051214232054.GS18155@bestpractical.com>




On Wed, Dec 14, 2005 at 05:19:04PM -0600, Roedel, Mark wrote:
> 
> Followup:
> 
> I believe I've found the problem (has to do with the update logic in
> /Ticket/Elements/Reminders and what variables are set in the different
> reminder display modes).  Should have a patch ready to submit tomorrow
> or Friday.

Fantastic. Thanks. We've been crunching on customer stuff today.

> --
> Mark Roedel
> Web Programmer / Analyst
> LeTourneau University
> 
> 
>  


From purp at acm.org  Wed Dec 14 18:47:00 2005
From: purp at acm.org (Jim Meyer)
Date: Wed, 14 Dec 2005 15:47:00 -0800
Subject: [rt-users] Timestamps when logging to a file
In-Reply-To: <20051214150625.L3910@malcolm.berkeley.edu>
References: <20051208123806.V83838@malcolm.berkeley.edu>
	<20051212163028.J26049@malcolm.berkeley.edu>
	<1134440979.13832.8.camel@balloon.pdi.com>
	<20051212195826.X44957@malcolm.berkeley.edu>
	<1134448684.13832.33.camel@balloon.pdi.com>
	<20051212205127.H44957@malcolm.berkeley.edu>
	<1134452727.13832.48.camel@balloon.pdi.com>
	<20051212221817.E44957@malcolm.berkeley.edu>
	<1134458428.13832.60.camel@balloon.pdi.com>
	<20051213084316.W64374@malcolm.berkeley.edu>
	<20051213093044.K64374@malcolm.berkeley.edu>
	<20051213161242.U64374@malcolm.berkeley.edu>
	<1134530074.3710.4.camel@balloon.pdi.com>
	<20051214150625.L3910@malcolm.berkeley.edu>
Message-ID: <1134604019.4656.6.camel@balloon.pdi.com>

Hello!

On Wed, 2005-12-14 at 15:12, Mike Friedman wrote:
> No, I didn't know about the '*_Local.pm trick'.  Where is this documented?

http://wiki.bestpractical.com/index.cgi?page_name=CleanlyCustomizeRT

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From dhammond at learnedsolutions.com  Wed Dec 14 20:50:42 2005
From: dhammond at learnedsolutions.com (David Hammond)
Date: Thu, 15 Dec 2005 09:50:42 +0800
Subject: FW: [rt-users] windows installation
Message-ID: <20051215015111.3DDC64D81C5@diesel.bestpractical.com>

Error: Fetchmail: MDA returned nonzero status 75


FIX:

When I first installed RT I created a test user with my own email address. I
fiddled for a while, everything was working great and I played around with
setting up some groups, assigning permissions etc. Once I was happy I then
went through and deleted the groups/users so I could start fresh. 

When I went to delete users though, there is no 'delete' button. You simply
open the user account and untick the box "let this user access RT" - there
was no other way to delete the user via the web interface. Anyway I then
created a number of other users/queues/groups. I went to test it by sending
an email to a queue using my original email address and fetchmail started
giving me that error. I then tried sending mail from my gmail account and it
submitted to the queue fine. So it appeared to be a problem with my email
account. 

So I went back into users, ticked the box "include disabled users" and did a
search - then I opened up my original test account, changed the email
address to dummy at dummy.com from my own address and fetchmail started to work
again. 

Reason being, that my user account, which wasn't actually deleted, had my
email address appended to it. As I had ticked the box "let this user access
RT", RT simply wouldn't accept emails from my email address because I had
revoked the right for it to send emails to RT. This then produced the
fetchmail mda 75 error. 

So chances are, when you were testing, you did the same thing. Check for old
users, either revive these user accounts, or make sure the email address in
them is not one which will be used.

---
(Original error description below)
---
________________________________________
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Hammond
Sent: Wednesday, 14 December 2005 11:07 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] windows installation

Hey!

I have a windows 2000 server with the windows port of RT-3.0.12 installed.

I use a qmail/mysql hosted service. 

I am having some problems getting fetchmail working correctly. I am getting
this error:

Fetchmail: MDA returned nonzero status 75

(it authenticates with my mail server and can also see that there are 'x'
messages waiting in the queue)

I've browsed the historic mailing lists and followed the suggested fixes
which were:
Installing cygwin, copying the cygwin.dll to the fetchmail directory and
also created a user folder for cygwin. 

(I was originally getting status 127 errors but the install of cygwin fixed
this)

I have restarted the services as well as rebooting the box. 

Any ideas? 

Thanks
Dave


-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: ATT00024.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/5358eac8/attachment.txt>

From m3freak at rogers.com  Thu Dec 15 00:37:52 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Thu, 15 Dec 2005 00:37:52 -0500
Subject: [rt-users] Custom status name format
In-Reply-To: <1134581631.5878.4.camel@krs>
References: <1134581631.5878.4.camel@krs>
Message-ID: <1134625072.11160.2.camel@krs>

On Wed, 2005-14-12 at 12:33 -0500, Kanwar Ranbir Sandhu wrote:
> Is it possible to set custom statuses with spaces or other special
> characters, such as a dash or underscore, in the name?
> 
> I've tried using a dash.  It gets displayed properly in the drop down
> list, and I can even select it.  But, when the change is committed, RT
> returns the error, Illegal value for Status.
> 
> What's the allowed format for status names?

Anyone have some insight into this?  I'd appreciate any tips.

Regards,

Ranbir

-- 
Kanwar Ranbir Sandhu
Systems Aligned Inc.
www.systemsaligned.com



From mely at rogueriver.k12.or.us  Thu Dec 15 03:17:39 2005
From: mely at rogueriver.k12.or.us (Mike Ely)
Date: Thu, 15 Dec 2005 00:17:39 -0800
Subject: [rt-users] Multiple CorrespondenceAddress mapped to multiple queues?
Message-ID: <43A126A3.7080100@rogueriver.k12.or.us>

Hi there,

I've got several different buildings that require support, but all are
grouped from within the same organization.  What I'd like to do is
create different Correspondence Addresses so that a user can email in to
foo-help at mydomain and immediately land in the Foo queue, while another
user can email bar-help at mydomain, and land in the Bar queue.  Is it
possible to do this, and if so, how?

Have been digging through the wiki but nothing yet...

Cheers,
Mike Ely
Technology Specialist
Rogue River School District #35
Rogue River, OR



From jmbonnefond at gmail.com  Thu Dec 15 03:44:45 2005
From: jmbonnefond at gmail.com (Jean-Michel Bonnefond)
Date: Thu, 15 Dec 2005 09:44:45 +0100
Subject: [rt-users] Installation - mod_perl version
Message-ID: <7103c2850512150044t36e8f0f5r@mail.gmail.com>

Hi folks,

I'm near to make RT 3.4.4 works on my linux SuSE 9.3 but I'm boried
with a last little problem.
When I try to launch apache, I got an error from webmux.pl :

[Wed Dec 14 14:40:57 2005] [error] RT does not support mod_perl 1.99.
Please upgrade to mod_perl 2.0 at /opt/rt3/bin/webmux.pl line
60.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line
64.\nCompilation failed in require at (eval 2) line 1.\n
[Wed Dec 14 14:40:57 2005] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server xpgremaudc1:0, exiting...

The responsible code is :
   die "RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0"
     if $ENV{'MOD_PERL'}
     and $ENV{'MOD_PERL'} =~ m{mod_perl/(?:1\.9)};

Ok, but my problem is that I've mod_perl 2.0 installed !!

jeanmi at xpgremaudc1:~> rpm -qa | grep apache
apache2-prefork-2.0.53-9
apache2-2.0.53-9
apache2-mod_perl-2.0.0-4

If I try to comment the verification, I got these error messages and
apache don't start also :

[Wed Dec 14 15:40:09 2005] [error] Can't locate mod_perl2.pm in @INC
(@INC contains: /opt/rt3/local/lib /opt/rt3/lib
/usr/lib/perl5/5.8.6/i586-linux-thread-multi /usr/lib/perl5/5.8.6
/usr/lib/perl5/site_perl/5.8.6/i586-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl .
/srv/www) at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 23.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line
41.\nCompilation failed in require at
/opt/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation failed
in require at (eval 2) line 1.\n
[Wed Dec 14 15:40:09 2005] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server xpgremaudc1:0, exiting...


Now I don't know what to do, do you have any idea?

Thanks.
--
***************************
Jean-Michel Bonnefond
TEAMLOG
***************************


From mely at rogueriver.k12.or.us  Thu Dec 15 03:20:28 2005
From: mely at rogueriver.k12.or.us (Mike Ely)
Date: Thu, 15 Dec 2005 00:20:28 -0800
Subject: [rt-users] Regex match on requester's domain?
Message-ID: <43A1274C.4050404@rogueriver.k12.or.us>

(First off, sorry for two posts, but the topics are different enough 
that I thought it better to split into two threads.)

I'm wondering if it is possible to create a group that is essentially 
(in my case) *@rogueriver.blahblah so that any user with that domain can 
email in and be accepted as a requestor.  I can certainly use 
AutoCreateFromExternalUserInfo if all else fails, but it seems like a 
user/group wildcard like the above would be a more-elegant solution.

Cheers again,
Mike Ely


From lee.goddard at easa.eu.int  Thu Dec 15 04:57:43 2005
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Thu, 15 Dec 2005 10:57:43 +0100
Subject: [rt-users] Default Ticket Owner?
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB880184672C@bleriot.easa.local>

I would like to have a default owner for tickets created in a specific queue, potentially just for those created via e-mail. 

Is there a standard means of doing this? 

My mail config is fine, but I'm about to hack it to add an --owner option to the existing --url and --queue.
Something tells me I'll be doing a Bad Thing.

Thanks in advance


Lee Goddard
Internet Application Analysis/Development
European Aviation Safety Agency
Administrative Directorate

E: Lee.Goddard at EASA.EU.int 
T: +49 221 89990 3221
F: +49 221 89990 3721
W: www.easa.eu.int
:: Ottoplat 1, D-50679 K?ln, Germany


From nadeem.shahbaz at prog.awpdc.com  Thu Dec 15 07:39:51 2005
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Thu, 15 Dec 2005 17:39:51 +0500
Subject: [rt-users] html "transaction appears to have no content",
	revisited
In-Reply-To: <20051212192858.GJ9195@chaka.net>
References: <58defec70512121044o65579418u88cb2e635cc35124@mail.gmail.com>
	<20051212192858.GJ9195@chaka.net>
Message-ID: <43A16417.1010203@prog.awpdc.com>

Well i also face same problem in RT 3.4.1, even it has text/plain part
in message. I looked code of ContentObj method in Transaction_Overlay.pm
According to code it just test first attachment in attachment list. And
don't test rest attachments. I have many transactions those have both
text/plain and text/html part and i get 'no content' stuff in email
notification.
is this fixed in later versions or still it is same ?

Nadeem.

[Code=RT/Transaction_Overlay.pm/ContentObj]
sub ContentObj {

    my $self = shift;

    # If we don\'t have any content, return undef now.
    unless ( $self->Attachments->First ) {
        return (undef);
    }

    # Get the set of toplevel attachments to this transaction.
    my $Attachment = $self->Attachments->First();

    # If it's a message or a plain part, just return the
    # body.
    if ( $Attachment->ContentType() =~ '^(text/plain$|message/)' ) {
        return ($Attachment);
    }

    # If it's a multipart object, first try returning the first
    # text/plain part.

    elsif ( $Attachment->ContentType() =~ '^multipart/' ) {
        my $plain_parts = $Attachment->Children();
        $plain_parts->ContentType( VALUE => 'text/plain' );

        # If we actully found a part, return its content
        if ( $plain_parts->First && $plain_parts->First->Content ne '' ) {
            return ( $plain_parts->First );
        }

        # If that fails, return the  first text/plain or message/ part
        # which has some content.

        else {
            my $all_parts = $Attachment->Children();
            while ( my $part = $all_parts->Next ) {
                if (( $part->ContentType() =~ '^(text/plain$|message/)'
) &&  $part->Content()  ) {
                    return ($part);
                }
            }
        }

    }
[/CODE]



From victor at nha.co.za  Thu Dec 15 08:34:19 2005
From: victor at nha.co.za (Victor Geere)
Date: Thu, 15 Dec 2005 15:34:19 +0200
Subject: [rt-users] Create ticket mail loop
Message-ID: <CB6579A535E32F4289B0D4670CED7CDBA77ECC@TITAN.ctn.nha.co.za>

I've mailed a request to rt with rt being the only recipient.  I am now
getting multiple auto generated replies, each with a new ticket number.

It is just this one ticket that is doing that with me, but it briefly
happened before with other users.  I am not an admin cc of any queue.  I
have restarted httpd and the problem continues.

 

How do I halt this problem in the short term?  How do I prevent this
from happening in future?

 

Thanks and regards.

Victor

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/67e7aff4/attachment.htm>

From les at futuresource.com  Thu Dec 15 08:47:36 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 15 Dec 2005 07:47:36 -0600
Subject: [rt-users] Multiple CorrespondenceAddress mapped to multiple
	queues?
In-Reply-To: <43A126A3.7080100@rogueriver.k12.or.us>
References: <43A126A3.7080100@rogueriver.k12.or.us>
Message-ID: <1134654456.23752.2.camel@les-home.futuresource.com>

On Thu, 2005-12-15 at 02:17, Mike Ely wrote:

> I've got several different buildings that require support, but all are
> grouped from within the same organization.  What I'd like to do is
> create different Correspondence Addresses so that a user can email in to
> foo-help at mydomain and immediately land in the Foo queue, while another
> user can email bar-help at mydomain, and land in the Bar queue.  Is it
> possible to do this, and if so, how?

The aliases in your email system provide the queue names.  There
is no requirement for the email address to match the queue - you
can send them anywhere you want.

-- 
  Les Mikesell
    lesmikesell at gmail.com




From barnesaw at ucrwcu.rwc.uc.edu  Thu Dec 15 09:04:30 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 15 Dec 2005 09:04:30 -0500
Subject: [rt-users] Default Ticket Owner?
In-Reply-To: <5E47282BEBB9CE4D9D2FF205A1E0BB880184672C@bleriot.easa.local>
References: <5E47282BEBB9CE4D9D2FF205A1E0BB880184672C@bleriot.easa.local>
Message-ID: <43A177EE.3000000@ucrwcu.rwc.uc.edu>

You could modify a queue-specific scrip to do this.  I believe examples 
are in the wiki under Contributions.

Goddard Lee wrote:
> I would like to have a default owner for tickets created in a specific queue, potentially just for those created via e-mail. 
>
> Is there a standard means of doing this? 
>
> My mail config is fine, but I'm about to hack it to add an --owner option to the existing --url and --queue.
> Something tells me I'll be doing a Bad Thing.
>
> Thanks in advance
>
>
> Lee Goddard
> Internet Application Analysis/Development
> European Aviation Safety Agency
> Administrative Directorate
>
> E: Lee.Goddard at EASA.EU.int 
> T: +49 221 89990 3221
> F: +49 221 89990 3721
> W: www.easa.eu.int
> :: Ottoplat 1, D-50679 K?ln, Germany
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   

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



From lee.goddard at easa.eu.int  Thu Dec 15 09:17:34 2005
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Thu, 15 Dec 2005 15:17:34 +0100
Subject: [rt-users] Default Ticket Owner?
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB8801846733@bleriot.easa.local>

> You could modify a queue-specific scrip to do this.  I 
> believe examples are in the wiki under Contributions.

Thank you. I'll have another look - I ended up adding a --queue option
to rt-mailgate, and updaing the ncessary to process it ... But it would
be nice to do it in a more maintainable manner.

Cheers
Lee


From eric.horne at teradyne.com  Thu Dec 15 09:55:18 2005
From: eric.horne at teradyne.com (Eric Horne)
Date: Thu, 15 Dec 2005 06:55:18 -0800
Subject: [rt-users] Default Ticket Owner?
In-Reply-To: <43A177EE.3000000@ucrwcu.rwc.uc.edu>
References: <5E47282BEBB9CE4D9D2FF205A1E0BB880184672C@bleriot.easa.local>
	<43A177EE.3000000@ucrwcu.rwc.uc.edu>
Message-ID: <43A183D6.7070508@teradyne.com>

Be careful about doing this!

We started down that path and quickly discovered that tickets weren't 
getting addressed because the guy we were defaulting to was on vacation 
and no one else knew about the tickets. A "on vacation" concept was 
considered, but ultimately we did something else.

We ended up writing a scrip that automatically assigns ownership to the 
first AdminCC watcher to respond to the ticket. All new tickets generate 
a notification to all AdminCC watchers. This has three benefits: it 
provides flexibility in terms of who gets ownership, it exposes the 
request to multiple people (faster response time), and users get a more 
personalized response indicating someone will be working on it.

For example, a ticket is submitted to the FOO queue. All the adminCCs 
get notified. One adminCC responds with "I'll work on this in 15 
minutes. But I have a question first..." which a) assigns the ticket to 
the responder, b) opens the ticket, and c) provides useful feedback to 
the requestor that someone is doing something.

It's worked out fairly well so far, and it was pretty easy to implement.

-Eric


Drew Barnes wrote:
> You could modify a queue-specific scrip to do this.  I believe examples 
> are in the wiki under Contributions.
> 
> Goddard Lee wrote:
> 
>> I would like to have a default owner for tickets created in a specific 
>> queue, potentially just for those created via e-mail.
>> Is there a standard means of doing this?
>> My mail config is fine, but I'm about to hack it to add an --owner 
>> option to the existing --url and --queue.
>> Something tells me I'll be doing a Bad Thing.
>>
>> Thanks in advance
>>
>>
>> Lee Goddard
>> Internet Application Analysis/Development
>> European Aviation Safety Agency
>> Administrative Directorate
>>
>> E: Lee.Goddard at EASA.EU.int T: +49 221 89990 3221
>> F: +49 221 89990 3721
>> W: www.easa.eu.int
>> :: Ottoplat 1, D-50679 K?ln, Germany
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media at 
>> http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at 
>> http://bestpractical.com/services/training.html
>>   
> 
> 



From noyler at khimetrics.com  Thu Dec 15 09:56:59 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Thu, 15 Dec 2005 07:56:59 -0700
Subject: [rt-users] Default Ticket Owner?
Message-ID: <59B15593F41BD24591D59436E7226EAD02FB3E29@Khiphx2.khimetrics.com>

> > You could modify a queue-specific scrip to do this.  I
> > believe examples are in the wiki under Contributions.
> 
> Thank you. I'll have another look - I ended up adding a --queue option
> to rt-mailgate, and updaing the ncessary to process it ... But it
would
> be nice to do it in a more maintainable manner.
> 

I think I may have found it on the wiki or mailing list, but since I
have it right here...


Create a new scrip for that queue as follows:

Condition: OnCreate
Action: User Defined
Template: Global template: Blank
Stage: Transaction Create
Custom Condition:
Custom action prep. code: return 1;
Custom action cleanup code:

# get actor ID
my $User = new RT::User($RT::SystemUser);


# Put the email address of the user who needs to own tickets in this

queue in here!

$User->LoadByEmail("user\@domain.tld");


my $Actor = $User->id;


# if actor is RT_SystemUser then get out of here
return 1 if $Actor == $RT::SystemUser->id;


# get out unless ticket owner is nobody
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;


# ok, try to change owner
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to

user #". $Actor );

my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
$RT::Logger->warning( "Impossible to assign tickt to $Actor: $msg"

);

return undef;
}
return 1;


From noyler at khimetrics.com  Thu Dec 15 10:02:53 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Thu, 15 Dec 2005 08:02:53 -0700
Subject: [rt-users] Default Ticket Owner?
Message-ID: <59B15593F41BD24591D59436E7226EAD02FB3E2F@Khiphx2.khimetrics.com>

> Be careful about doing this!
> 
> We started down that path and quickly discovered that tickets weren't
> getting addressed because the guy we were defaulting to was on
vacation
> and no one else knew about the tickets. A "on vacation" concept was
> considered, but ultimately we did something else.
> 
> We ended up writing a scrip that automatically assigns ownership to
the
> first AdminCC watcher to respond to the ticket. All new tickets
generate
> a notification to all AdminCC watchers. This has three benefits: it
> provides flexibility in terms of who gets ownership, it exposes the
> request to multiple people (faster response time), and users get a
more
> personalized response indicating someone will be working on it.
> 
> For example, a ticket is submitted to the FOO queue. All the adminCCs
> get notified. One adminCC responds with "I'll work on this in 15
> minutes. But I have a question first..." which a) assigns the ticket
to
> the responder, b) opens the ticket, and c) provides useful feedback to
> the requestor that someone is doing something.

I automatically assign after reply as well, but I have never had a
problem with this. When someone is on vacation, their backup takes their
issues, and addresses them.

The same problem would occur when someone assigns a ticket straight to
someone while they are on vacation, it happens. It's the backups
responsibility to deal with their issues, looking over their queue.

This, combined with an incoming issues queue that doesn't get
automatically assigned with people routing tickets, I've never had the
problem.


From jpiszcz at servervault.com  Thu Dec 15 10:12:15 2005
From: jpiszcz at servervault.com (Piszcz, Justin)
Date: Thu, 15 Dec 2005 10:12:15 -0500
Subject: [rt-users] Help! "Could not load a valid user"
Message-ID: <F8B974E70BDE1745ABB27AF04788FA00013DD13A@mail1.dulles.sv.int>

Where do I set this up so it is a valid user?

 

-----Original Message-----
From: ops at my.domain.com [mailto:ops at my.domain.com] 
Sent: Thursday, December 15, 2005 10:16 PM
To: CustomerCare
Subject: Could not load a valid user

 

RT could not load a valid user, and RT's configuration does not allow

for the creation of a new user for your email.

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/1527290c/attachment.htm>

From jpiszcz at servervault.com  Thu Dec 15 10:16:36 2005
From: jpiszcz at servervault.com (Piszcz, Justin)
Date: Thu, 15 Dec 2005 10:16:36 -0500
Subject: [rt-users] RE: Help! "Could not load a valid user"
Message-ID: <F8B974E70BDE1745ABB27AF04788FA00013DD13F@mail1.dulles.sv.int>

According to the logs,

 

Dec 15 22:24:31 rt RT:
<rt-3.4.1-19-384-5.11.5953709515658 at servervault.com> No recipients
found. Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)  

 

How is this possible? I sent an e-mail and I am the requestor, no
recipients found?

 

Justin.

 

________________________________

From: Piszcz, Justin 
Sent: Thursday, December 15, 2005 10:12 AM
To: 'rt-users at lists.bestpractical.com'
Subject: Help! "Could not load a valid user"

 

Where do I set this up so it is a valid user?

 

-----Original Message-----
From: ops at my.domain.com [mailto:ops at my.domain.com] 
Sent: Thursday, December 15, 2005 10:16 PM
To: CustomerCare
Subject: Could not load a valid user

 

RT could not load a valid user, and RT's configuration does not allow

for the creation of a new user for your email.

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/3ccf909b/attachment.htm>

From jpiszcz at servervault.com  Thu Dec 15 10:24:03 2005
From: jpiszcz at servervault.com (Piszcz, Justin)
Date: Thu, 15 Dec 2005 10:24:03 -0500
Subject: [rt-users] RE: Help! "Could not load a valid user"
Message-ID: <F8B974E70BDE1745ABB27AF04788FA00013DD146@mail1.dulles.sv.int>

I believe I fixed the problem.

 

http://www.gossamer-threads.com/lists/rt/users/39884?do=post_view_thread
ed#39884

 

Worked for me.

 

Justin.

 

________________________________

From: Piszcz, Justin 
Sent: Thursday, December 15, 2005 10:17 AM
To: 'rt-users at lists.bestpractical.com'
Subject: RE: Help! "Could not load a valid user"

 

According to the logs,

 

Dec 15 22:24:31 rt RT:
<rt-3.4.1-19-384-5.11.5953709515658 at servervault.com> No recipients
found. Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)  

 

How is this possible? I sent an e-mail and I am the requestor, no
recipients found?

 

Justin.

 

________________________________

From: Piszcz, Justin 
Sent: Thursday, December 15, 2005 10:12 AM
To: 'rt-users at lists.bestpractical.com'
Subject: Help! "Could not load a valid user"

 

Where do I set this up so it is a valid user?

 

-----Original Message-----
From: ops at my.domain.com [mailto:ops at my.domain.com] 
Sent: Thursday, December 15, 2005 10:16 PM
To: CustomerCare
Subject: Could not load a valid user

 

RT could not load a valid user, and RT's configuration does not allow

for the creation of a new user for your email.

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/1aee1cbf/attachment.htm>

From jpiszcz at servervault.com  Thu Dec 15 10:26:26 2005
From: jpiszcz at servervault.com (Piszcz, Justin)
Date: Thu, 15 Dec 2005 10:26:26 -0500
Subject: [rt-users] Open Ticket Question
Message-ID: <F8B974E70BDE1745ABB27AF04788FA00013DD147@mail1.dulles.sv.int>

Is it possible to set a new ticket state 'waiting on customer' instead
of just 'open' and when a ticket is in 'waiting on customer' have a
nag-mail sent to the ticket requestor every few days?

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/272d018d/attachment.htm>

From sturner at MIT.EDU  Thu Dec 15 10:33:54 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 15 Dec 2005 10:33:54 -0500
Subject: [rt-users] RE: Help! "Could not load a valid user"
In-Reply-To: <F8B974E70BDE1745ABB27AF04788FA00013DD13F@mail1.dulles.sv.i
 nt>
References: <F8B974E70BDE1745ABB27AF04788FA00013DD13F@mail1.dulles.sv.int>
Message-ID: <6.2.1.2.2.20051215103022.03290fa8@po14.mit.edu>

At Thursday 12/15/2005 10:16 AM, Piszcz, Justin wrote:
>According to the logs,
>
>Dec 15 22:24:31 rt RT: 
><rt-3.4.1-19-384-5.11.5953709515658 at servervault.com> No recipients found. 
>Not sending.  (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
>
>How is this possible? I sent an e-mail and I am the requestor, no 
>recipients found?
>
>Justin.
>

Let me guess - you don't have $RT::NotifyActor set to true? See 
http://wiki.bestpractical.com/index.cgi?FAQ under Mailgate

Steve 



From noyler at khimetrics.com  Thu Dec 15 10:37:07 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Thu, 15 Dec 2005 08:37:07 -0700
Subject: [rt-users] Open Ticket Question
Message-ID: <59B15593F41BD24591D59436E7226EAD02FB3E85@Khiphx2.khimetrics.com>

That's what the stalled state is for. You can use the rt-remind user
contrib to remind about stalled tickets every few days. Should be in the
wiki. 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Piszcz,
Justin
Sent: Thursday, December 15, 2005 8:26 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Open Ticket Question

 

Is it possible to set a new ticket state 'waiting on customer' instead
of just 'open' and when a ticket is in 'waiting on customer' have a
nag-mail sent to the ticket requestor every few days?

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/8d30323d/attachment.htm>

From jpiszcz at servervault.com  Thu Dec 15 10:46:27 2005
From: jpiszcz at servervault.com (Piszcz, Justin)
Date: Thu, 15 Dec 2005 10:46:27 -0500
Subject: [rt-users] RE: Help! "Could not load a valid user"
Message-ID: <F8B974E70BDE1745ABB27AF04788FA00013DD151@mail1.dulles.sv.int>

Actually I was the requestor and yeah that was set to 0-- the main issue
though it has to be someone else to request it and it worked fine.  The
production server has it set to 0, thanks!

Justin.

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Thursday, December 15, 2005 10:34 AM
To: Piszcz, Justin; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RE: Help! "Could not load a valid user"

At Thursday 12/15/2005 10:16 AM, Piszcz, Justin wrote:
>According to the logs,
>
>Dec 15 22:24:31 rt RT: 
><rt-3.4.1-19-384-5.11.5953709515658 at servervault.com> No recipients
found. 
>Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
>
>How is this possible? I sent an e-mail and I am the requestor, no 
>recipients found?
>
>Justin.
>

Let me guess - you don't have $RT::NotifyActor set to true? See 
http://wiki.bestpractical.com/index.cgi?FAQ under Mailgate

Steve 



From jjesse at ftpb.com  Thu Dec 15 10:49:48 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 15 Dec 2005 10:49:48 -0500
Subject: [rt-users] question on reporting
Message-ID: <A54229E93E23F34CB267F60E2E39D4FDE00DF5@mail1.founderstrust.net>

What do you use for reports out of RT? For reports out of our banking
system, I can write queries and other reports with a product we have
(Cognos Impromptu) and assume thru an ODBC connection or something I
could connect to the database and generate the information I need and
make the reports a little prettier and easier to read then doing just
printing a query result from the RT web page.

 

So how do you all generate reports for the boss? Or people interested?

 

 

Thanks,

 

Jonathan

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/4d4d73a8/attachment.htm>

From rt-users at water.fresno.gov  Thu Dec 15 10:46:23 2005
From: rt-users at water.fresno.gov (rt-users at water.fresno.gov)
Date: Thu, 15 Dec 2005 07:46:23 -0800
Subject: [rt-users] RT 3.4.4 raw source problems...
Message-ID: <20051215154623.GA1781@naranek.water.fresno>

I've been fighting with this for several hours now and am unable to find
anything regarding this besides the wiki page saying that Apache2+mod_perl2 is
a tough nut.

So, I installed everything and log into RT (yes it works that far).  As soon
as I attempt to go to any link that isn't a directory, I get a dump of the
source code of the page.  e.g. If I go to https://rt.water.fresno/Admin/ the
page renders as expected, if I go to
https://rt.water.fresno/Search/Results.html with any query, I get a dump of
the source file.

Has anyone else had this problem that can help me out?

Much thanks in advance.

--Robert

Installation specs:
  Apache 2.0.47
  Perl 5.8.7
  mod_perl 2.0.2

  Apache config section:
  <VirtualHost 10.10.100.100:443>
    DocumentRoot /opt/rt-3.4.4/share/html
    ServerName rt.water.fresno
    AddDefaultCharset UTF-8
    LogLevel debug

    SSLEngine on
    SSLCipherSuite ALL
    SSLCertificateFile <blah>

    SSLCertificateKeyFile <blah>
    SetEnvIf User-Agent ".*MSIE.*" \
             nokeepalive ssl-unclean-shutdown \
             downgrade-1.0 force-response-1.0
    ErrorLog <blah>
    CustomLog <blah>

    PerlModule Apache::DBI
    PerlRequire /opt/rt-3.4.4/bin/webmux.pl

    <Location /> 
      SetHandler perl-script
      PerlHandler RT::Mason
    </Location>
  </VirtualHost>


From george at alink.co.za  Thu Dec 15 10:19:42 2005
From: george at alink.co.za (George Barnett)
Date: Thu, 15 Dec 2005 15:19:42 +0000
Subject: [rt-users] MySQL dump of database now attachments dont display
Message-ID: <43A1898E.50202@alink.co.za>

Is there any magic I need to do to dump/restore?

I'm missing all the images - they're broken now.


-- 
George Barnett
Reality Engineer

m: (+44) 797 457 1868
e: george at alink.co.za

"Cogito ergo I'm right and you're wrong."
-- Blair Houghton


From nanderson at teamhpc.com  Thu Dec 15 11:02:48 2005
From: nanderson at teamhpc.com (Nick Anderson)
Date: Thu, 15 Dec 2005 10:02:48 -0600
Subject: [rt-users] close tickets etc... via email?
Message-ID: <200512151002.49763.nanderson@teamhpc.com>

Is it possible to close/reject/take ownership of tickets via email without 
going to the web interface?


-- 
Nick Anderson
Team HPC
nanderson at teamhpc.com


From barnesaw at ucrwcu.rwc.uc.edu  Thu Dec 15 11:04:32 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 15 Dec 2005 11:04:32 -0500
Subject: [rt-users] close tickets etc... via email?
In-Reply-To: <200512151002.49763.nanderson@teamhpc.com>
References: <200512151002.49763.nanderson@teamhpc.com>
Message-ID: <43A19410.20909@ucrwcu.rwc.uc.edu>

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



Nick Anderson wrote:
> Is it possible to close/reject/take ownership of tickets via email without 
> going to the web interface?
>
>
>   

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



From sturner at MIT.EDU  Thu Dec 15 11:19:57 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 15 Dec 2005 11:19:57 -0500
Subject: [rt-users] question on reporting
In-Reply-To: <A54229E93E23F34CB267F60E2E39D4FDE00DF5@mail1.founderstrust .net>
References: <A54229E93E23F34CB267F60E2E39D4FDE00DF5@mail1.founderstrust.net>
Message-ID: <6.2.1.2.2.20051215111331.032b4c58@po14.mit.edu>

At Thursday 12/15/2005 10:49 AM, Jonathan Jesse wrote:

>What do you use for reports out of RT? For reports out of our banking 
>system, I can write queries and other reports with a product we have 
>(Cognos Impromptu) and assume thru an ODBC connection or something I could 
>connect to the database and generate the information I need and make the 
>reports a little prettier and easier to read then doing just printing a 
>query result from the RT web page.
>
>So how do you all generate reports for the boss? Or people interested?
>
>
>Thanks,
>
>Jonathan

Hello Jonathan

You can certainly point a reporting tool at the database, but the schema is 
a little hard to understand (as it is with many transactional DBs) and so 
you'd need to do quite a bit of studying before you could be certain your 
reports were showing what you wanted.

You could move some RT data to a data warehouse but that would probably be 
a sizeable project and would again require you to learn the RT schema 
fairly well.

A quick alternative is to use the spreadsheet download link that appears on 
the bottom of the search results page - you can get data into Excel and 
perhaps use Impromptu or whatever to make reports from that.

I'd be interested to hear what you decide.

Steve 



From dshannon at techfluent.com  Thu Dec 15 11:30:05 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Thu, 15 Dec 2005 10:30:05 -0600
Subject: [rt-users] best resources for understanging permissions for users,
	groups and queues
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB603@TF-FS2.internal.techfluent.com>

	Hi All-

Im needing to be more granular and careful about permissions (with 20 or
so queues) compared to before it was just 2 or 3.

Im more than happy to RTFM, but I goggled around a bit and checked the
wiki, but don't feel I ever found a 'definitive guide to RT permissions'
(sorry if I missed it)

Can someone point me to a guide for permissions?

Specifically, I want to achieve:

1) Several queues (2 per client, 10 clients lets say) That is done.

2) groups of users (staff) that have access to the appropriate queues
(customers that they do work for) to do normal ticket work (create,
edit, update, resolve etc) So far, I picture one group per client, and
then give rights on clients queues to the client group

That is the basics of what I need to do..

I'd love to figure out a way to give the mgmt of our clients a way to
login and see all the tix that their end users have created in our
system... but that can be a battle for another day.

TIA.

duncan




From jra at baylink.com  Thu Dec 15 11:47:57 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 15 Dec 2005 11:47:57 -0500
Subject: [rt-users] Open Ticket Question
In-Reply-To: <59B15593F41BD24591D59436E7226EAD02FB3E85@Khiphx2.khimetrics.com>;
	from Nathan Oyler <noyler@khimetrics.com> on Thu, Dec 15, 2005 at
	08:37:07AM -0700
References: <59B15593F41BD24591D59436E7226EAD02FB3E85@Khiphx2.khimetrics.com>
Message-ID: <20051215114757.E2780@cgi.jachomes.com>

On Thu, Dec 15, 2005 at 08:37:07AM -0700, Nathan Oyler wrote:
>    That's  what  the stalled state is for. You can use the rt-remind user
>    contrib  to  remind about stalled tickets every few days. Should be in
>    the wiki.

The problem *I* had with Stalled is that the tickets don't show up in
your queue, at all.

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

	"Space is called 'space' because there's so much *space* there."
		- John Walker, of Fourmilab, on Trek's End


From barnesaw at ucrwcu.rwc.uc.edu  Thu Dec 15 11:50:22 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 15 Dec 2005 11:50:22 -0500
Subject: [rt-users] Open Ticket Question
In-Reply-To: <20051215114757.E2780@cgi.jachomes.com>
References: <59B15593F41BD24591D59436E7226EAD02FB3E85@Khiphx2.khimetrics.com>
	<20051215114757.E2780@cgi.jachomes.com>
Message-ID: <43A19ECE.3080701@ucrwcu.rwc.uc.edu>

You can always modify the searches used to display the queue.  I did 
this for my users, based on groups and ownership permissions.  Added 
them to local/html/Elements/Tabs (on 3.2.2).

Jay R. Ashworth wrote:
> On Thu, Dec 15, 2005 at 08:37:07AM -0700, Nathan Oyler wrote:
>   
>>    That's  what  the stalled state is for. You can use the rt-remind user
>>    contrib  to  remind about stalled tickets every few days. Should be in
>>    the wiki.
>>     
>
> The problem *I* had with Stalled is that the tickets don't show up in
> your queue, at all.
>
> Cheers,
> -- jra
>   

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



From nmetrowsky at digitalglobe.com  Thu Dec 15 11:51:34 2005
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 15 Dec 2005 09:51:34 -0700
Subject: [rt-users] LDAP Authentication & Retrieving User Information
Message-ID: <C1BF1C58F42A304A899E2933C220F48A169EFB@COMAIL02.digitalglobe.com>

Hi Everyone,

 

I have just read through the various Wiki documents concerning setting
up LDAP functionality within RT. There seems to be a conflict between
the AutoCreateAnd CanonicalizeUserInfor and LDAP WiKi documents. Both
suggest to install User_Local.pm in $RT_HOME/lib/RT. The LDAP version of
User_Local.pm authenticates users via LDAP; I want this. The
AutoCreate... User_Local.pm retrieves user information from LDAP when a
user account is created, I also want this. I know you cannot have two
User_Local.pm files in the same place, so is there a way to implement
both functionalities?

 

Thank you for your time.

 

Take care!

 

Nick 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/9b05ffcc/attachment.htm>

From SHersker at TNGUS.com  Thu Dec 15 13:40:41 2005
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Thu, 15 Dec 2005 13:40:41 -0500
Subject: [rt-users] question on reporting
Message-ID: <A357A85EA32E254FB924FBE4FBF10B6883BE@tng-mail02.tngus.com>

I am in a similar situation in that I need to generate reports out of RT
(for SOX compliance). We're using a commercial helpdesk ticketing app now,
but it's missing some key features that RT has (and RT is *much* easier to
use and infinitely more flexible). Before I could begin to convert to RT, I
had to make sure I could get the reports out of it that I needed. 

My SQL skills are minimal, so I opted to quickly "prototype" the reports
using MS Access and the mySQL ODBC connector. Stephen is right in that the
db schema takes some getting used to. (But definitely doable) I found the
easiest method in Access was to create several (read: many) layered queries
to assemble the ticket. Then, I just base the reports off queries with the
appropriate criteria (e.g. All new/open/stalled tickets; All tickets closed
in the last 7 days; All tickets for an Organization & date range, etc).

Stephen also brings up a good point about the export list feature in to
Excel. But, in my situation, I need the ticket history included in the
report, not just the header info/stats. 

(Now I'm using the API to import my users and, hopefully, the ticket history
from the existing app - about 21,000 tickets).

If you think you're going to use Access, let me know. I'd be happy to share
what I've learned, tripped over and worked-around.

Good Luck
Steve




> -----Original Message-----
> From: Stephen Turner [mailto:sturner at MIT.EDU]
> Sent: Thursday, December 15, 2005 11:20 AM
> To: Jonathan Jesse; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] question on reporting
> 
> At Thursday 12/15/2005 10:49 AM, Jonathan Jesse wrote:
> 
> >What do you use for reports out of RT? For reports out of our banking
> >system, I can write queries and other reports with a product we have
> >(Cognos Impromptu) and assume thru an ODBC connection or something I
> could
> >connect to the database and generate the information I need and make the
> >reports a little prettier and easier to read then doing just printing a
> >query result from the RT web page.
> >
> >So how do you all generate reports for the boss? Or people interested?
> >
> >
> >Thanks,
> >
> >Jonathan
> 
> Hello Jonathan
> 
> You can certainly point a reporting tool at the database, but the schema
> is
> a little hard to understand (as it is with many transactional DBs) and so
> you'd need to do quite a bit of studying before you could be certain your
> reports were showing what you wanted.
> 
> You could move some RT data to a data warehouse but that would probably be
> a sizeable project and would again require you to learn the RT schema
> fairly well.
> 
> A quick alternative is to use the spreadsheet download link that appears
> on
> the bottom of the search results page - you can get data into Excel and
> perhaps use Impromptu or whatever to make reports from that.
> 
> I'd be interested to hear what you decide.
> 
> Steve
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html


From vivek at khera.org  Thu Dec 15 13:38:57 2005
From: vivek at khera.org (Vivek Khera)
Date: Thu, 15 Dec 2005 13:38:57 -0500
Subject: [rt-users] rt acting slow and timing out upon replys
In-Reply-To: <200512141619.31219.nanderson@teamhpc.com>
References: <200512141619.31219.nanderson@teamhpc.com>
Message-ID: <21B21EF2-816E-49F1-BD54-4CB5A38FCA66@khera.org>


On Dec 14, 2005, at 5:19 PM, Nick Anderson wrote:

> Also rt just seems a bit slow when dealing with any ticket  
> modifications. The
> box is no slug its a dual xeon 3 Ghz with 4 Gig ram.

I have a dedicated Xeon EM64T 3.0GHz with 1GB RAM just for my ~900Mb  
RT database and web server (running FastCGI) and occasionally get  
timeouts  on creating a ticket.  I can't understand why creating a  
ticket should take > 2 minutes sometimes.   My DB is postgres 8.0.4.

Sometimes updates take a long time too.  It is just wierd -- almost  
as if the whole DB is locked for some operations (does it do silly  
things like that on non-mysql setups?)

-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 2476 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/d6fdf1b6/attachment.bin>

From vivek at khera.org  Thu Dec 15 13:41:18 2005
From: vivek at khera.org (Vivek Khera)
Date: Thu, 15 Dec 2005 13:41:18 -0500
Subject: [rt-users] Installation - mod_perl version
In-Reply-To: <7103c2850512150044t36e8f0f5r@mail.gmail.com>
References: <7103c2850512150044t36e8f0f5r@mail.gmail.com>
Message-ID: <95567BA5-ACB8-464E-8F9C-95E64471E52B@khera.org>


On Dec 15, 2005, at 3:44 AM, Jean-Michel Bonnefond wrote:

>
> The responsible code is :
>    die "RT does not support mod_perl 1.99. Please upgrade to  
> mod_perl 2.0"
>      if $ENV{'MOD_PERL'}
>      and $ENV{'MOD_PERL'} =~ m{mod_perl/(?:1\.9)};
>
> Ok, but my problem is that I've mod_perl 2.0 installed !!
>
> jeanmi at xpgremaudc1:~> rpm -qa | grep apache
> apache2-prefork-2.0.53-9
> apache2-2.0.53-9
> apache2-mod_perl-2.0.0-4

You might have vestiges of the older one still installed.  I'd  
recommend purging all of perl (and anything depending on perl) and  
starting over.  After removing the packages, make sure all files are  
really gone.


-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 2476 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/5070542f/attachment.bin>

From todd at chaka.net  Thu Dec 15 14:20:17 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 15 Dec 2005 14:20:17 -0500
Subject: [rt-users] question on reporting
In-Reply-To: <A357A85EA32E254FB924FBE4FBF10B6883BE@tng-mail02.tngus.com>
References: <A357A85EA32E254FB924FBE4FBF10B6883BE@tng-mail02.tngus.com>
Message-ID: <20051215192017.GU9195@chaka.net>

On Thu, Dec 15, 2005 at 01:40:41PM -0500, Hersker, Steve wrote:
> I am in a similar situation in that I need to generate reports out of RT
> (for SOX compliance). We're using a commercial helpdesk ticketing app now,
> but it's missing some key features that RT has (and RT is *much* easier to
> use and infinitely more flexible). Before I could begin to convert to RT, I
> had to make sure I could get the reports out of it that I needed. 
> 
> My SQL skills are minimal, so I opted to quickly "prototype" the reports
> using MS Access and the mySQL ODBC connector. Stephen is right in that the
> db schema takes some getting used to. (But definitely doable) I found the
> easiest method in Access was to create several (read: many) layered queries
> to assemble the ticket. Then, I just base the reports off queries with the
> appropriate criteria (e.g. All new/open/stalled tickets; All tickets closed
> in the last 7 days; All tickets for an Organization & date range, etc).
> 
> Stephen also brings up a good point about the export list feature in to
> Excel. But, in my situation, I need the ticket history included in the
> report, not just the header info/stats. 
> 
> (Now I'm using the API to import my users and, hopefully, the ticket history
> from the existing app - about 21,000 tickets).
> 
> If you think you're going to use Access, let me know. I'd be happy to share
> what I've learned, tripped over and worked-around.
> 
> Good Luck
> Steve
> 

All of this is a lot of work and potentially wasted effort if the
schema changes in future versions of RT. We do all our reporting
with perl scripts that use the RT API. The reports are run from
cron and even devlivered to interested parties as resolved RT
tickets, so that we have a convienient place to store the reports
for later reference.

-Todd


From vivek at khera.org  Thu Dec 15 13:46:14 2005
From: vivek at khera.org (Vivek Khera)
Date: Thu, 15 Dec 2005 13:46:14 -0500
Subject: [rt-users] Create ticket mail loop
In-Reply-To: <CB6579A535E32F4289B0D4670CED7CDBA77ECC@TITAN.ctn.nha.co.za>
References: <CB6579A535E32F4289B0D4670CED7CDBA77ECC@TITAN.ctn.nha.co.za>
Message-ID: <95A7DE3F-92A7-4AD8-B727-2C5E38D89195@khera.org>


On Dec 15, 2005, at 8:34 AM, Victor Geere wrote:

> How do I halt this problem in the short term?  How do I prevent  
> this from happening in future?
>
>

Short term: you either temporarily remove your autorespond scrip or  
you block the sender at the mail server until the loop is broken.

Long term:

RT really needs a built-in autoresponder squelch system.  We get into  
autoresponder wars on occasion.  If we're lucky they have the  
original subject so they all go to the same ticket... once we burned  
thru like 20k tickets before we could stop it.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/6a570ab3/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 2476 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/6a570ab3/attachment.bin>

From nanderson at teamhpc.com  Thu Dec 15 13:51:50 2005
From: nanderson at teamhpc.com (Nick Anderson)
Date: Thu, 15 Dec 2005 12:51:50 -0600
Subject: [rt-users] rt acting slow and timing out upon replys
In-Reply-To: <21B21EF2-816E-49F1-BD54-4CB5A38FCA66@khera.org>
References: <200512141619.31219.nanderson@teamhpc.com>
	<21B21EF2-816E-49F1-BD54-4CB5A38FCA66@khera.org>
Message-ID: <200512151251.50681.nanderson@teamhpc.com>

I think I know whats taking so long. From what I can tell its sendmail being 
slow (at least in my case). Rt waits for all the mails to be sent before 
returning to the web interface instead of forking and disassociating. Is 
there a reason why it needs to wait on the SendEmail.pm to finish before 
returning to web interface?

On Thursday 15 December 2005 12:38 pm, Vivek Khera wrote:
> On Dec 14, 2005, at 5:19 PM, Nick Anderson wrote:
> > Also rt just seems a bit slow when dealing with any ticket
> > modifications. The
> > box is no slug its a dual xeon 3 Ghz with 4 Gig ram.
>
> I have a dedicated Xeon EM64T 3.0GHz with 1GB RAM just for my ~900Mb
> RT database and web server (running FastCGI) and occasionally get
> timeouts  on creating a ticket.  I can't understand why creating a
> ticket should take > 2 minutes sometimes.   My DB is postgres 8.0.4.
>
> Sometimes updates take a long time too.  It is just wierd -- almost
> as if the whole DB is locked for some operations (does it do silly
> things like that on non-mysql setups?)

-- 
Nick Anderson
Team HPC
nanderson at teamhpc.com


From todd at chaka.net  Thu Dec 15 14:26:06 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 15 Dec 2005 14:26:06 -0500
Subject: [rt-users] Regex match on requester's domain?
In-Reply-To: <43A1274C.4050404@rogueriver.k12.or.us>
References: <43A1274C.4050404@rogueriver.k12.or.us>
Message-ID: <20051215192606.GV9195@chaka.net>

Attached is a perl script I run periodically from cron that
inspects all users and adds them to a certain group if
their e-mail address matches a pattern.

-Todd

On Thu, Dec 15, 2005 at 12:20:28AM -0800, Mike Ely wrote:
> (First off, sorry for two posts, but the topics are different enough 
> that I thought it better to split into two threads.)
> 
> I'm wondering if it is possible to create a group that is essentially 
> (in my case) *@rogueriver.blahblah so that any user with that domain can 
> email in and be accepted as a requestor.  I can certainly use 
> AutoCreateFromExternalUserInfo if all else fails, but it seems like a 
> user/group wildcard like the above would be a more-elegant solution.
> 
> Cheers again,
> Mike Ely
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
-------------- next part --------------
#!/usr/bin/perl

use strict;
use warnings;
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);

use RT;
RT::LoadConfig();
RT::Init();
use RT::Group;
use RT::Users;

my $g = RT::Group->new($RT::SystemUser);
$g->LoadUserDefinedGroup("my_group");
my $users = $g->UserMembersObj();

while (my $user = $users->Next) {

    $g->DeleteMember( $user->PrincipalObj->Id ) unless 
                    $user->EmailAddress =~ /\@my_company\.com(\.mx)?$/i
                or !$user->Privileged
                or  $user->Disabled;

}

$users = RT::Users->new($RT::SystemUser);
$users->LimitToEnabled();
$users->LimitToPrivileged;
$users->Limit(FIELD => 'EmailAddress', OPERATOR => 'LIKE', VALUE => '@my_company.com');

while (my $user = $users->Next) {

    next if $g->HasMember( $user->PrincipalObj );
    $g->AddMember( $user->PrincipalObj->Id );

}

From jesse at bestpractical.com  Thu Dec 15 14:05:03 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Dec 2005 14:05:03 -0500
Subject: [rt-users] rt acting slow and timing out upon replys
In-Reply-To: <200512151251.50681.nanderson@teamhpc.com>
References: <200512141619.31219.nanderson@teamhpc.com>
	<21B21EF2-816E-49F1-BD54-4CB5A38FCA66@khera.org>
	<200512151251.50681.nanderson@teamhpc.com>
Message-ID: <20051215190501.GX18155@bestpractical.com>




On Thu, Dec 15, 2005 at 12:51:50PM -0600, Nick Anderson wrote:
> I think I know whats taking so long. From what I can tell its sendmail being 
> slow (at least in my case). Rt waits for all the mails to be sent before 
> returning to the web interface instead of forking and disassociating. Is 
> there a reason why it needs to wait on the SendEmail.pm to finish before 
> returning to web interface?

No. Go have a look in the config file for notes aobut how to properly
configure RT's interaction with Sendmail


From jesse at bestpractical.com  Thu Dec 15 14:06:28 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Dec 2005 14:06:28 -0500
Subject: [rt-users] html "transaction appears to have no content",
	revisited
In-Reply-To: <43A16417.1010203@prog.awpdc.com>
References: <58defec70512121044o65579418u88cb2e635cc35124@mail.gmail.com>
	<20051212192858.GJ9195@chaka.net> <43A16417.1010203@prog.awpdc.com>
Message-ID: <20051215190627.GY18155@bestpractical.com>




On Thu, Dec 15, 2005 at 05:39:51PM +0500, Nadeem Shahbaz wrote:
> Well i also face same problem in RT 3.4.1, even it has text/plain part
> in message. I looked code of ContentObj method in Transaction_Overlay.pm
> According to code it just test first attachment in attachment list. And
> don't test rest attachments. I have many transactions those have both
> text/plain and text/html part and i get 'no content' stuff in email
> notification.
> is this fixed in later versions or still it is same ?

It's worth testing out 3.4.5rc2 and 3.5.6. I can't recall if we've fixed this in
3.4 or 3.5. It's one of em. I just don't recall if it's only 3.5.


From nanderson at teamhpc.com  Thu Dec 15 14:36:33 2005
From: nanderson at teamhpc.com (Nick Anderson)
Date: Thu, 15 Dec 2005 13:36:33 -0600
Subject: [rt-users] rt acting slow and timing out upon replys
In-Reply-To: <20051215190501.GX18155@bestpractical.com>
References: <200512141619.31219.nanderson@teamhpc.com>
	<200512151251.50681.nanderson@teamhpc.com>
	<20051215190501.GX18155@bestpractical.com>
Message-ID: <200512151336.34015.nanderson@teamhpc.com>

Ive got Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
in my SiteConfig already but it still appears to wait for the emails to send 
before returning to the web interface.

what is a "normal" ammount of time for the web interface to come back to the 
ticket display after a reply is sent?

thanks


On Thursday 15 December 2005 1:05 pm, you wrote:
> On Thu, Dec 15, 2005 at 12:51:50PM -0600, Nick Anderson wrote:
> > I think I know whats taking so long. From what I can tell its sendmail
> > being slow (at least in my case). Rt waits for all the mails to be sent
> > before returning to the web interface instead of forking and
> > disassociating. Is there a reason why it needs to wait on the
> > SendEmail.pm to finish before returning to web interface?
>
> No. Go have a look in the config file for notes aobut how to properly
> configure RT's interaction with Sendmail

-- 
Nick Anderson
Team HPC
nanderson at teamhpc.com


From todd at chaka.net  Thu Dec 15 15:22:19 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 15 Dec 2005 15:22:19 -0500
Subject: [rt-users] question on reporting
In-Reply-To: <A357A85EA32E254FB924FBE4FBF10B687105@tng-mail02.tngus.com>
References: <A357A85EA32E254FB924FBE4FBF10B687105@tng-mail02.tngus.com>
Message-ID: <20051215202219.GW9195@chaka.net>

I can understand that, but if you are going to spend time
learning something, your time would be better spent 
learning perl/RT API than figuring out the schema. Going
the perl route will serve you many times over, for many
tasks.

On Thu, Dec 15, 2005 at 02:12:17PM -0500, Hersker, Steve wrote:
> 
> Todd - that certainly sounds a lot more robust and efficient, but I
> unfortunately have no in-house Perl skills (and am only just now learning
> the basics for my attempt to import data using the API).
> 
> Would you be willing to share a sample of one of your reporting scripts?
> 
> 
> > All of this is a lot of work and potentially wasted effort if the
> > schema changes in future versions of RT. We do all our reporting
> > with perl scripts that use the RT API. The reports are run from
> > cron and even devlivered to interested parties as resolved RT
> > tickets, so that we have a convienient place to store the reports
> > for later reference.
> > 
> > -Todd


From MarkRoedel at letu.edu  Thu Dec 15 14:49:55 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 15 Dec 2005 13:49:55 -0600
Subject: [rt-users] RT-3.5.x losing reminder info? - PATCH
Message-ID: <FF6E50DCA69478499B1C992A435EF5F0C89165@rachael-reborn.letnet.net>


The attached patch (to html/Ticket/Elements/Reminders from RT-3.5.6)
corrects the following behaviors:

(1) When maintaining reminders from /Ticket/Display.html, all reminder
subjects for that ticket were being reset to blank when "Save" was
pressed, and

(2) When maintaining reminders from /Ticket/Reminders.html, only one
field per reminder would actually be updated when "Save" was pressed


--
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 Roedel,
Mark
Sent: Wednesday, December 14, 2005 5:19 PM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT-3.5.x losing reminder info?


Followup:

I believe I've found the problem (has to do with the update logic in
/Ticket/Elements/Reminders and what variables are set in the different
reminder display modes).  Should have a patch ready to submit tomorrow
or Friday.

--
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 Roedel,
Mark
Sent: Wednesday, December 14, 2005 11:02 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT-3.5.x losing reminder info?


We started out using RT-3.5.5 (upgraded from 3.4.4), and have been
pulling periodic svn updates (most recently on December 7th).

When we have a ticket that has multiple reminders associated with it:

	If we go to /Ticket/Reminders.html, we're able to manipulate
	them (edit contents or check them off as complete) correctly.  

	If we attempt to check a reminder as complete, or to create an
	additional reminder, when at /Ticket/Display.html, the subjects
	of the pre-existing reminders are changed to '0'.

There don't appear to be any related messages in any of the error logs.

If this isn't some localized glitch, I'm a bit surprised not to have
seen it already caught and addressed...is anybody else able to duplicate
the described behavior, or do I need to chalk this up to some problem
with our installation only?


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html
-------------- next part --------------
A non-text attachment was scrubbed...
Name: reminders.patch
Type: application/octet-stream
Size: 1723 bytes
Desc: reminders.patch
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051215/2564563d/attachment.obj>

From les at futuresource.com  Thu Dec 15 14:52:32 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 15 Dec 2005 13:52:32 -0600
Subject: [rt-users] question on reporting
In-Reply-To: <20051215202219.GW9195@chaka.net>
References: <A357A85EA32E254FB924FBE4FBF10B687105@tng-mail02.tngus.com>
	<20051215202219.GW9195@chaka.net>
Message-ID: <1134676352.20040.10.camel@moola.futuresource.com>

On Thu, 2005-12-15 at 14:22, Todd Chapman wrote:
> I can understand that, but if you are going to spend time
> learning something, your time would be better spent 
> learning perl/RT API than figuring out the schema. Going
> the perl route will serve you many times over, for many
> tasks.

On the other hand, learning SQL is useful for a lot of
other things too, and you are a lot more likely to find
pretty reporting tools that work natively with SQL databases
than anything that works with RT's API. 

-- 
  Les Mikesell
    les at futuresource.com




From les at futuresource.com  Thu Dec 15 14:55:50 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 15 Dec 2005 13:55:50 -0600
Subject: [rt-users] rt acting slow and timing out upon replys
In-Reply-To: <200512151336.34015.nanderson@teamhpc.com>
References: <200512141619.31219.nanderson@teamhpc.com>
	<200512151251.50681.nanderson@teamhpc.com>
	<20051215190501.GX18155@bestpractical.com>
	<200512151336.34015.nanderson@teamhpc.com>
Message-ID: <1134676550.20040.14.camel@moola.futuresource.com>

On Thu, 2005-12-15 at 13:36, Nick Anderson wrote:
> Ive got Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
> in my SiteConfig already but it still appears to wait for the emails to send 
> before returning to the web interface.

I think sendmail does DNS lookups on the recipient and sender
domains before even queuing a message. How long does it take
your system to resolve those DNS queries?

-- 
  Les Mikesell
    les at futuresource.com




From nanderson at teamhpc.com  Thu Dec 15 15:08:45 2005
From: nanderson at teamhpc.com (Nick Anderson)
Date: Thu, 15 Dec 2005 14:08:45 -0600
Subject: [rt-users] rt acting slow and timing out upon replys
In-Reply-To: <1134676550.20040.14.camel@moola.futuresource.com>
References: <200512141619.31219.nanderson@teamhpc.com>
	<200512151336.34015.nanderson@teamhpc.com>
	<1134676550.20040.14.camel@moola.futuresource.com>
Message-ID: <200512151408.45794.nanderson@teamhpc.com>

It dosnt take long for the dns at all. I just dunno why the web interface 
takes so long to return to the ticket display after hitting reply.

On Thursday 15 December 2005 1:55 pm, you wrote:
> On Thu, 2005-12-15 at 13:36, Nick Anderson wrote:
> > Ive got Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
> > in my SiteConfig already but it still appears to wait for the emails to
> > send before returning to the web interface.
>
> I think sendmail does DNS lookups on the recipient and sender
> domains before even queuing a message. How long does it take
> your system to resolve those DNS queries?

-- 
Nick Anderson
Team HPC
nanderson at teamhpc.com


From jesse at bestpractical.com  Thu Dec 15 15:09:08 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Dec 2005 15:09:08 -0500
Subject: [rt-users] RT-3.5.x losing reminder info? - PATCH
In-Reply-To: <FF6E50DCA69478499B1C992A435EF5F0C89165@rachael-reborn.letnet.net>
References: <FF6E50DCA69478499B1C992A435EF5F0C89165@rachael-reborn.letnet.net>
Message-ID: <20051215200908.GC18155@bestpractical.com>

Thanks. Applied as change 4313.



On Thu, Dec 15, 2005 at 01:49:55PM -0600, Roedel, Mark wrote:
> 
> The attached patch (to html/Ticket/Elements/Reminders from RT-3.5.6)
> corrects the following behaviors:
> 
> (1) When maintaining reminders from /Ticket/Display.html, all reminder
> subjects for that ticket were being reset to blank when "Save" was
> pressed, and
> 
> (2) When maintaining reminders from /Ticket/Reminders.html, only one
> field per reminder would actually be updated when "Save" was pressed
> 
> 
> --
> 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 Roedel,
> Mark
> Sent: Wednesday, December 14, 2005 5:19 PM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RT-3.5.x losing reminder info?
> 
> 
> Followup:
> 
> I believe I've found the problem (has to do with the update logic in
> /Ticket/Elements/Reminders and what variables are set in the different
> reminder display modes).  Should have a patch ready to submit tomorrow
> or Friday.
> 
> --
> 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 Roedel,
> Mark
> Sent: Wednesday, December 14, 2005 11:02 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT-3.5.x losing reminder info?
> 
> 
> We started out using RT-3.5.5 (upgraded from 3.4.4), and have been
> pulling periodic svn updates (most recently on December 7th).
> 
> When we have a ticket that has multiple reminders associated with it:
> 
> 	If we go to /Ticket/Reminders.html, we're able to manipulate
> 	them (edit contents or check them off as complete) correctly.  
> 
> 	If we attempt to check a reminder as complete, or to create an
> 	additional reminder, when at /Ticket/Display.html, the subjects
> 	of the pre-existing reminders are changed to '0'.
> 
> There don't appear to be any related messages in any of the error logs.
> 
> If this isn't some localized glitch, I'm a bit surprised not to have
> seen it already caught and addressed...is anybody else able to duplicate
> the described behavior, or do I need to chalk this up to some problem
> with our installation only?
> 
> 
> --
> Mark Roedel
> Web Programmer / Analyst
> LeTourneau University
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



-- 


From purp at acm.org  Thu Dec 15 15:24:05 2005
From: purp at acm.org (Jim Meyer)
Date: Thu, 15 Dec 2005 12:24:05 -0800
Subject: [rt-users] LDAP Authentication & Retrieving User Information
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48A169EFB@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48A169EFB@COMAIL02.digitalglobe.com>
Message-ID: <1134678245.26184.30.camel@balloon.pdi.com>

Hello!

On Thu, 2005-12-15 at 08:51, Nick Metrowsky wrote:
> I have just read through the various Wiki documents concerning setting
> up LDAP functionality within RT. There seems to be a conflict between
> the AutoCreateAnd CanonicalizeUserInfor and LDAP WiKi documents. Both
> suggest to install User_Local.pm in $RT_HOME/lib/RT. The LDAP version
> of User_Local.pm authenticates users via LDAP; I want this. The
> AutoCreate? User_Local.pm retrieves user information from LDAP when a
> user account is created, I also want this. I know you cannot have two
> User_Local.pm files in the same place, so is there a way to implement
> both functionalities?

Currently, LDAP authentication and LDAP information are implemented
separately; you'll need to copy the functions from *both* pages into
your User_Local.pm in order to do both. This shouldn't be tough, though,
as there are no naming conflicts.

Meanwhile, I've just finished an integration/refactor/update pulling all
of those together and implementing some new bits ($RT::AuthMethods to
specify which methods to use and in what order; $RT::LdapAttrMap as
suggested by Phillip Cole, author of the info implementation on the
AutoCreateAndCanonicalizeUserInfo page; and other bits). 

I intend to post it on the LDAP page when I've got a moment, but that
won't be for a week or so as I'm rolling it out today and will be
debugging and polishing further before it goes public.

Good luck!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From purp at acm.org  Thu Dec 15 15:38:59 2005
From: purp at acm.org (Jim Meyer)
Date: Thu, 15 Dec 2005 12:38:59 -0800
Subject: [rt-users] question on reporting
In-Reply-To: <1134676352.20040.10.camel@moola.futuresource.com>
References: <A357A85EA32E254FB924FBE4FBF10B687105@tng-mail02.tngus.com>
	<20051215202219.GW9195@chaka.net>
	<1134676352.20040.10.camel@moola.futuresource.com>
Message-ID: <1134679139.26184.45.camel@balloon.pdi.com>

Hello!

On Thu, 2005-12-15 at 11:52, Les Mikesell wrote:
> On Thu, 2005-12-15 at 14:22, Todd Chapman wrote:
> > I can understand that, but if you are going to spend time
> > learning something, your time would be better spent 
> > learning perl/RT API than figuring out the schema. Going
> > the perl route will serve you many times over, for many
> > tasks.
> 
> On the other hand, learning SQL is useful for a lot of
> other things too, and you are a lot more likely to find
> pretty reporting tools that work natively with SQL databases
> than anything that works with RT's API. 

My free advice, which is worth exactly what you paid for it:

Using RT's Perl API is an order of magnitude faster and far, far more
safe -- I know the report I wrote for v3.0.1 will work in v3.5.5 (and
most of the stuff I wrote for v2.2 as well). If your knowledge of both
Perl and SQL is sketchy, I'd recommend learning Perl as it's (a) more
utilitarian, and (b) the API will give you data integrity which, unless
you know SQL to reasonable depth, you can't guarantee on your own. Is it
worthwhile to make reports fast if you're not sure they're accurate?

I know both Perl and SQL to reasonable depth. I've got all sorts of SQL
reporting tools handy that I could use if I chose to. I don't choose to.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From robert_marier at mcad.edu  Thu Dec 15 15:49:42 2005
From: robert_marier at mcad.edu (Robert Marier)
Date: Thu, 15 Dec 2005 14:49:42 -0600
Subject: [rt-users] OSX, RT, Perl Oh My!
In-Reply-To: <02FC30B6-E6C4-45DE-988D-54C1647BCF2F@prolexic.com>
References: <4395FE5A.3040100@mcad.edu>
	<6EF7DF76-FD02-415E-BADD-64EA994B5D1E@tbwachiat.com>
	<4399E89B.4000702@mcad.edu>
	<02FC30B6-E6C4-45DE-988D-54C1647BCF2F@prolexic.com>
Message-ID: <43A1D6E6.4040105@mcad.edu>

So far so good.

Any preference on OSX for which is preferred with request tracker: 
mod_perl vs FAST_CGI ?

We are using Apache 1.3.33.

Thanks,

Robert


On 12/9/2005 5:36 PM, Haim Dimer wrote:

> I found I was able to get RT to work on my iMac by installing all the 
> perl modules via cpan, some libraries needed by these modules through 
> fink, as well as mysql through fink.
>
> As far as Apache and mod_perl, I compiled it from scratch.
>
> Haim Dimer
> Systems Administrator
> Prolexic Technologies
> 866-800-0366 x 1023
>
>
>
> On Dec 9, 2005, at 3:27 PM, Robert Marier wrote:
>
>> Thanks much Steve.
>>
>> As far as running the two version of Perl concurrently, is that 
>> possible?
>>
>> The next step after wrapping up the Perl install is to get mod_perl 
>> or FAST_CGI installed.  Which is preferred in an OSX environment?
>>
>> Additionally, what installation method is recommended:  cpan, 
>> darwinports, etc?  And which is more maintainable?
>>
>> -Robert
>>
>>
>>
>> On 12/6/2005 3:40 PM, Steve Rieger wrote:
>>
>>> i installed rt 3.4.4 from source on tiger with no issues,
>>>
>>> you can install darwinports perl as it will install it into /opt/bin
>>> and the system perl is in /usr/bin
>>>
>>> just use the cpan thats in /opt/bin and make sure to tell rt to use
>>> that one as well,
>>>
>>> also you can more awstats to /opt/bin/perl as i dont believe that it
>>> has many dependecies, give it a shot it should work.
>>>
>>>
>>> On Dec 6, 2005, at 4:10 PM, Robert Marier wrote:
>>>
>>>> Greetings all.  I'm planning on installing the needed software  
>>>> packages
>>>> for RT on OSX via darwinports, as that seems to make the most sense.
>>>>
>>>> * Question:
>>>> We already have Perl installed, but it's too old (v5.8.1).  It  was
>>>> not
>>>> installed via darwinports.  If I install the newer version, am I 
>>>> going
>>>> to cause any conflicts with the already installed version? Does the
>>>> prior version need to be removed? We currently run a stats package
>>>> (awstats) that makes use of Perl.  I'm mainly concerned about 
>>>> breaking
>>>> any applications, and making sure RT works properly (heh, who isn't
>>>> right?).
>>>>
>>>> Thanks in advance,
>>>>
>>>> Robert
>>>
>>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media 
>> at http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at http://bestpractical.com/services/
>> training.html
>
>
>



From mikep at uclink.berkeley.edu  Thu Dec 15 15:47:38 2005
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Thu, 15 Dec 2005 12:47:38 -0800
Subject: [rt-users] Create ticket mail loop
In-Reply-To: <95A7DE3F-92A7-4AD8-B727-2C5E38D89195@khera.org>
References: <CB6579A535E32F4289B0D4670CED7CDBA77ECC@TITAN.ctn.nha.co.za>
	<95A7DE3F-92A7-4AD8-B727-2C5E38D89195@khera.org>
Message-ID: <43A1D66A.2030101@uclink.berkeley.edu>

Vivek,

I created a "nomail" queue that had no scrips that created 
correspondence (which of course means unassigning all of the default 
scrips and recreating individually for each queue).
Stopping sendmail or whatever email daemon you use will give you a 
chance to breathe as well.

Whenever someone would used a horribly stupid vacation rule that messed 
up the headers (like used to happen all the time on an older version of 
GroupWise), I'd move the ticket to that queue. At one point we also had 
procmail use regex matching for things that sounded like vacation mail 
subject lines and put vacation sounding messages in that queue 
automatically.
Procmail also redirects tagged spam to that queue as well (why write 
back spammers and potentially verify your address?).

Good luck.

Mike

Vivek Khera wrote:

>
> On Dec 15, 2005, at 8:34 AM, Victor Geere wrote:
>
>> How do I halt this problem in the short term?  How do I prevent this 
>> from happening in future?
>>
>>
>
> Short term: you either temporarily remove your autorespond scrip or 
> you block the sender at the mail server until the loop is broken.
>
> Long term:
>
> RT *really* needs a built-in autoresponder squelch system.  We get 
> into autoresponder wars on occasion.  If we're lucky they have the 
> original subject so they all go to the same ticket... once we burned 
> thru like 20k tickets before we could stop it.
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>


-- 
Mike Patterson
Systems Manager
UC Berkeley Extension



From hdimer at prolexic.com  Thu Dec 15 15:54:53 2005
From: hdimer at prolexic.com (Haim Dimer)
Date: Thu, 15 Dec 2005 15:54:53 -0500
Subject: [rt-users] OSX, RT, Perl Oh My!
In-Reply-To: <43A1D6E6.4040105@mcad.edu>
References: <4395FE5A.3040100@mcad.edu>
	<6EF7DF76-FD02-415E-BADD-64EA994B5D1E@tbwachiat.com>
	<4399E89B.4000702@mcad.edu>
	<02FC30B6-E6C4-45DE-988D-54C1647BCF2F@prolexic.com>
	<43A1D6E6.4040105@mcad.edu>
Message-ID: <8E72D655-17FD-4EB0-B5DC-4B5E578F5120@prolexic.com>

mod_perl. Just a personal opinion based on the massive amount of  
support available for it.

Haim Dimer
Systems Administrator
Prolexic Technologies
866-800-0366 x 1023



On Dec 15, 2005, at 3:49 PM, Robert Marier wrote:

> So far so good.
>
> Any preference on OSX for which is preferred with request tracker:
> mod_perl vs FAST_CGI ?
>
> We are using Apache 1.3.33.
>
> Thanks,
>
> Robert
>
>
> On 12/9/2005 5:36 PM, Haim Dimer wrote:
>
>> I found I was able to get RT to work on my iMac by installing all the
>> perl modules via cpan, some libraries needed by these modules through
>> fink, as well as mysql through fink.
>>
>> As far as Apache and mod_perl, I compiled it from scratch.
>>
>> Haim Dimer
>> Systems Administrator
>> Prolexic Technologies
>> 866-800-0366 x 1023
>>
>>
>>
>> On Dec 9, 2005, at 3:27 PM, Robert Marier wrote:
>>
>>> Thanks much Steve.
>>>
>>> As far as running the two version of Perl concurrently, is that
>>> possible?
>>>
>>> The next step after wrapping up the Perl install is to get mod_perl
>>> or FAST_CGI installed.  Which is preferred in an OSX environment?
>>>
>>> Additionally, what installation method is recommended:  cpan,
>>> darwinports, etc?  And which is more maintainable?
>>>
>>> -Robert
>>>
>>>
>>>
>>> On 12/6/2005 3:40 PM, Steve Rieger wrote:
>>>
>>>> i installed rt 3.4.4 from source on tiger with no issues,
>>>>
>>>> you can install darwinports perl as it will install it into /opt/ 
>>>> bin
>>>> and the system perl is in /usr/bin
>>>>
>>>> just use the cpan thats in /opt/bin and make sure to tell rt to use
>>>> that one as well,
>>>>
>>>> also you can more awstats to /opt/bin/perl as i dont believe  
>>>> that it
>>>> has many dependecies, give it a shot it should work.
>>>>
>>>>
>>>> On Dec 6, 2005, at 4:10 PM, Robert Marier wrote:
>>>>
>>>>> Greetings all.  I'm planning on installing the needed software
>>>>> packages
>>>>> for RT on OSX via darwinports, as that seems to make the most  
>>>>> sense.
>>>>>
>>>>> * Question:
>>>>> We already have Perl installed, but it's too old (v5.8.1).  It   
>>>>> was
>>>>> not
>>>>> installed via darwinports.  If I install the newer version, am I
>>>>> going
>>>>> to cause any conflicts with the already installed version? Does  
>>>>> the
>>>>> prior version need to be removed? We currently run a stats package
>>>>> (awstats) that makes use of Perl.  I'm mainly concerned about
>>>>> breaking
>>>>> any applications, and making sure RT works properly (heh, who  
>>>>> isn't
>>>>> right?).
>>>>>
>>>>> Thanks in advance,
>>>>>
>>>>> Robert
>>>>
>>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>> Download a free sample chapter of RT Essentials from O'Reilly Media
>>> at http://rtbook.bestpractical.com
>>>
>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston  
>>> and
>>> San Francisco - Find out more at http://bestpractical.com/services/
>>> training.html
>>
>>
>>
>



From jjesse at ftpb.com  Thu Dec 15 16:13:30 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 15 Dec 2005 16:13:30 -0500
Subject: [rt-users] question on reporting
Message-ID: <A54229E93E23F34CB267F60E2E39D4FDA70690@mail1.founderstrust.net>

Wow, lots of replies thanks guys... I think I will tackle it two ways.
1.  The short way is to get the schema down as much as I need to get the
information out that my boss and above is looking for
2.  Learn perl better to get the information out that I need.

Thanks again,

Jonathan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Meyer
Sent: Thursday, December 15, 2005 3:39 PM
To: Les Mikesell
Cc: Hersker, Steve; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] question on reporting

Hello!

On Thu, 2005-12-15 at 11:52, Les Mikesell wrote:
> On Thu, 2005-12-15 at 14:22, Todd Chapman wrote:
> > I can understand that, but if you are going to spend time
> > learning something, your time would be better spent 
> > learning perl/RT API than figuring out the schema. Going
> > the perl route will serve you many times over, for many
> > tasks.
> 
> On the other hand, learning SQL is useful for a lot of
> other things too, and you are a lot more likely to find
> pretty reporting tools that work natively with SQL databases
> than anything that works with RT's API. 

My free advice, which is worth exactly what you paid for it:

Using RT's Perl API is an order of magnitude faster and far, far more
safe -- I know the report I wrote for v3.0.1 will work in v3.5.5 (and
most of the stuff I wrote for v2.2 as well). If your knowledge of both
Perl and SQL is sketchy, I'd recommend learning Perl as it's (a) more
utilitarian, and (b) the API will give you data integrity which, unless
you know SQL to reasonable depth, you can't guarantee on your own. Is it
worthwhile to make reports fast if you're not sure they're accurate?

I know both Perl and SQL to reasonable depth. I've got all sorts of SQL
reporting tools handy that I could use if I chose to. I don't choose to.

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org

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

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From robertcn at water.ci.fresno.ca.us  Thu Dec 15 16:14:50 2005
From: robertcn at water.ci.fresno.ca.us (robertcn at water.ci.fresno.ca.us)
Date: Thu, 15 Dec 2005 13:14:50 -0800
Subject: [rt-users] RT 3.4.4 raw source problems...
Message-ID: <20051215211450.GA25317@naranek.water.fresno>

I've been fighting with this for several hours now and am unable to find
anything regarding this besides the wiki page saying that Apache2+mod_perl2 is
a tough nut.

So, I installed everything and log into RT (yes it works that far).  As soon
as I attempt to go to any link that isn't a directory, I get a dump of the
source code of the page.  e.g. If I go to https://rt.water.fresno/Admin/ the
page renders as expected, if I go to
https://rt.water.fresno/Search/Results.html with any query, I get a dump of
the source file.

Has anyone else had this problem that can help me out?

Much thanks in advance.

--Robert

Installation specs:
  Apache 2.0.47
  Perl 5.8.7
  mod_perl 2.0.2

  Apache config section:
  <VirtualHost 10.10.100.100:443>
    DocumentRoot /opt/rt-3.4.4/share/html
    ServerName rt.water.fresno
    AddDefaultCharset UTF-8
    LogLevel debug

    SSLEngine on
    SSLCipherSuite ALL
    SSLCertificateFile <blah>

    SSLCertificateKeyFile <blah>
    SetEnvIf User-Agent ".*MSIE.*" \
             nokeepalive ssl-unclean-shutdown \
             downgrade-1.0 force-response-1.0
    ErrorLog <blah>
    CustomLog <blah>

    PerlModule Apache::DBI
    PerlRequire /opt/rt-3.4.4/bin/webmux.pl

    <Location /> 
      SetHandler perl-script
      PerlHandler RT::Mason
    </Location>
  </VirtualHost>


From nadeem.shahbaz at prog.awpdc.com  Thu Dec 15 16:23:17 2005
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Fri, 16 Dec 2005 02:23:17 +0500
Subject: [rt-users] RT 3.4.4 raw source problems...
In-Reply-To: <20051215211450.GA25317@naranek.water.fresno>
References: <20051215211450.GA25317@naranek.water.fresno>
Message-ID: <43A1DEC5.8040207@prog.awpdc.com>

http://wiki.bestpractical.com/index.cgi?ManualInstallation
under *Configuring Apache* will help you. and it seems that your server
can't run script from current directory and its sub dirs. For this u
have to add
<Directory "<Path_To_RT_DocRoot>">
  Options +ExecCGI
</Directory>

under vhost of yr RT section

anyway, consult the link will help you.

~Nadeem.

robertcn at water.ci.fresno.ca.us wrote:
> I've been fighting with this for several hours now and am unable to find
> anything regarding this besides the wiki page saying that Apache2+mod_perl2 is
> a tough nut.
> 
> So, I installed everything and log into RT (yes it works that far).  As soon
> as I attempt to go to any link that isn't a directory, I get a dump of the
> source code of the page.  e.g. If I go to https://rt.water.fresno/Admin/ the
> page renders as expected, if I go to
> https://rt.water.fresno/Search/Results.html with any query, I get a dump of
> the source file.
> 
> Has anyone else had this problem that can help me out?
> 
> Much thanks in advance.
> 
> --Robert
> 
> Installation specs:
>   Apache 2.0.47
>   Perl 5.8.7
>   mod_perl 2.0.2
> 
>   Apache config section:
>   <VirtualHost 10.10.100.100:443>
>     DocumentRoot /opt/rt-3.4.4/share/html
>     ServerName rt.water.fresno
>     AddDefaultCharset UTF-8
>     LogLevel debug
> 
>     SSLEngine on
>     SSLCipherSuite ALL
>     SSLCertificateFile <blah>
> 
>     SSLCertificateKeyFile <blah>
>     SetEnvIf User-Agent ".*MSIE.*" \
>              nokeepalive ssl-unclean-shutdown \
>              downgrade-1.0 force-response-1.0
>     ErrorLog <blah>
>     CustomLog <blah>
> 
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt-3.4.4/bin/webmux.pl
> 
>     <Location /> 
>       SetHandler perl-script
>       PerlHandler RT::Mason
>     </Location>
>   </VirtualHost>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 



From ant at suave.net  Thu Dec 15 16:29:18 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Thu, 15 Dec 2005 16:29:18 -0500
Subject: [rt-users] search for 'me'
Message-ID: <20051215212918.GA18071@suave.net>


I am upgrading to 3.5.6 and was noticing that the system lets
you save systemwide searches, which is nice, but is there a
way to generically save a search that will search for things
matching that user, like, Owner = User or Requestor = User?

That would seem to make them much more useful...

If there isn't, where would be the best place to hack that in?

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Somewhere in the distance, a lonely dog barks.  -SLR



From hdimer at prolexic.com  Thu Dec 15 16:39:43 2005
From: hdimer at prolexic.com (Haim Dimer)
Date: Thu, 15 Dec 2005 16:39:43 -0500
Subject: [rt-users] No RT user found when using crontool
Message-ID: <7CD965AE-1759-46E4-92F5-B96B4D041251@prolexic.com>

I'm running RT 3.4.4 on Mac OS X. I have installed RT under my home  
directory, Apache is running under my uid. All is well, I can create  
tickets and everything. I have a haimdimer user in RT with SuperUser  
privileges (and a password is set as well)

I'm starting to play around with rt-crontool. I tried running it as  
root, as haimdimer, setting RTUSER and RTPASS to haimdimer/pass and  
the only message I get is

No RT user found. Please consult your RT administrator.

After reading the wiki, Google and the RT Essentials book, you're my  
only hope.

Haim Dimer
Systems Administrator
Prolexic Technologies
866-800-0366 x 1023





From hdimer at prolexic.com  Thu Dec 15 17:19:35 2005
From: hdimer at prolexic.com (Haim Dimer)
Date: Thu, 15 Dec 2005 17:19:35 -0500
Subject: [rt-users] No RT user found when using crontool
In-Reply-To: <7CD965AE-1759-46E4-92F5-B96B4D041251@prolexic.com>
References: <7CD965AE-1759-46E4-92F5-B96B4D041251@prolexic.com>
Message-ID: <E1B48F11-4C7D-4C19-99AC-3ACC82A5925F@prolexic.com>

Running the tool as root (uid 0) did the trick. I updated the wiki.

Haim Dimer
Systems Administrator
Prolexic Technologies
866-800-0366 x 1023



On Dec 15, 2005, at 4:39 PM, Haim Dimer wrote:

> I'm running RT 3.4.4 on Mac OS X. I have installed RT under my home  
> directory, Apache is running under my uid. All is well, I can  
> create tickets and everything. I have a haimdimer user in RT with  
> SuperUser privileges (and a password is set as well)
>
> I'm starting to play around with rt-crontool. I tried running it as  
> root, as haimdimer, setting RTUSER and RTPASS to haimdimer/pass and  
> the only message I get is
>
> No RT user found. Please consult your RT administrator.
>
> After reading the wiki, Google and the RT Essentials book, you're  
> my only hope.
>
> Haim Dimer
> Systems Administrator
> Prolexic Technologies
> 866-800-0366 x 1023
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media  
> at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/ 
> training.html



From lvanderf at internode.com.au  Thu Dec 15 17:23:44 2005
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Fri, 16 Dec 2005 08:53:44 +1030
Subject: [rt-users] number of transactions on a ticket
Message-ID: <43A1ECF0.2070705@internode.com.au>

Hi.

I'd like to find out how many transactions a ticket has.
I can do this by querying the rt database with SQL using the following 
query:

select count(*) from Transactions where ObjectId=$id

However, I'd like to do it through the API.
Is there a simpler way to do this? eg. is there a variable that already 
has the number of transactions in it?

Thanks.
Kind regards.

-- 
Luke



From ruslan.zakirov at gmail.com  Thu Dec 15 17:35:56 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 16 Dec 2005 01:35:56 +0300
Subject: [rt-users] search for 'me'
In-Reply-To: <20051215212918.GA18071@suave.net>
References: <20051215212918.GA18071@suave.net>
Message-ID: <589c94400512151435g76cea410q233c54c259b7ce99@mail.gmail.com>

you can add it from Advanced tab with __CurrentUser__ token. Try to go
to preferences tab there is now options to change home page and
searches that are used to build default home page and at least "#XX
tickets I own" search use this trick.

On 12/16/05, Anthony R. J. Ball <ant at suave.net> wrote:
>
> I am upgrading to 3.5.6 and was noticing that the system lets
> you save systemwide searches, which is nice, but is there a
> way to generically save a search that will search for things
> matching that user, like, Owner = User or Requestor = User?
>
> That would seem to make them much more useful...
>
> If there isn't, where would be the best place to hack that in?
>
> --
>      www.suave.net - Anthony Ball - ant at suave.net
>         OSB - http://rivendell.suave.net/Beer
> -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
> Somewhere in the distance, a lonely dog barks.  -SLR
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.


From SHersker at TNGUS.com  Thu Dec 15 17:47:50 2005
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Thu, 15 Dec 2005 17:47:50 -0500
Subject: [rt-users] question on reporting
Message-ID: <A357A85EA32E254FB924FBE4FBF10B687B3B@tng-mail02.tngus.com>

I completely agree with you. And, I plan on getting in to Perl and the API
as soon as I can (already started to a small extent - using it to import my
users). But, unfortunately I'm under a deadline and was taking the shortest
distance between two points (for me at least).
 
Would you mind sharing one or two of your Perl report scripts that I could
use as a starting point/example? That would be a huge help in getting to
know both Perl and the API.
 
Thx
Steve

  _____  

From: Todd Chapman [mailto:todd at chaka.net]
Sent: Thu 12/15/2005 3:22 PM
To: Hersker, Steve
Cc: rt-users at lists.bestpractical.com; Jonathan Jesse
Subject: Re: [rt-users] question on reporting



I can understand that, but if you are going to spend time 
learning something, your time would be better spent 
learning perl/RT API than figuring out the schema. Going 
the perl route will serve you many times over, for many 
tasks. 

On Thu, Dec 15, 2005 at 02:12:17PM -0500, Hersker, Steve wrote: 
> 
> Todd - that certainly sounds a lot more robust and efficient, but I 
> unfortunately have no in-house Perl skills (and am only just now learning 
> the basics for my attempt to import data using the API). 
> 
> Would you be willing to share a sample of one of your reporting scripts? 
> 
> 
> > All of this is a lot of work and potentially wasted effort if the 
> > schema changes in future versions of RT. We do all our reporting 
> > with perl scripts that use the RT API. The reports are run from 
> > cron and even devlivered to interested parties as resolved RT 
> > tickets, so that we have a convienient place to store the reports 
> > for later reference. 
> > 
> > -Todd 



From lvanderf at internode.com.au  Thu Dec 15 19:28:04 2005
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Fri, 16 Dec 2005 10:58:04 +1030
Subject: [rt-users] number of transactions on a ticket
In-Reply-To: <43A1ECF0.2070705@internode.com.au>
References: <43A1ECF0.2070705@internode.com.au>
Message-ID: <43A20A14.6020801@internode.com.au>

Hi.

Luke Vanderfluit wrote:

> Hi.
>
> I'd like to find out how many transactions a ticket has.
> I can do this by querying the rt database with SQL using the following 
> query:
>
> select count(*) from Transactions where ObjectId=$id
>
> However, I'd like to do it through the API.
> Is there a simpler way to do this? eg. is there a variable that 
> already has the number of transactions in it?
>
OK. I've found a way :-)

%            $ticket = new RT::Ticket($RT::SystemUser);
%            $ticket->Load($id);
%            $transactions = $ticket->Transactions;
%            $numtrans = $transactions->count;

Kind regards.

-- 
Luke



From asmoore at blastwave.org  Thu Dec 15 19:48:16 2005
From: asmoore at blastwave.org (Alex Moore)
Date: Thu, 15 Dec 2005 18:48:16 -0600
Subject: [rt-users] Solaris package available
Message-ID: <20051215184816.00004b19@sws602.mcsun.local>

If you use Solaris 8 or later, this may be of interest to you.  I know
this is 'after the fact', but it may be helpful.

www.blastwave.org now has the RT package available with our easy to use
pkg-get command.  The blastwave mirrors should have the package within
the next 48 hours, if not sooner.  This the basic package with
mod_perl, mysql 4.1, apache and several perl modules.  To install, run
`pkg-get -Ui rt`

If you are not familiar with www.blastwave.org, it is a community
project that provides open source packages for Solaris 8 and later.

After an install, be sure to read my 'quick notes'
in /opt/csw/rt3/share/doc/README.CSW, which has some of notes on setup
and points you to bestpractical.com for the how-to and wiki.

Alex

-- 


From andy.armitage at gmail.com  Thu Dec 15 23:38:04 2005
From: andy.armitage at gmail.com (andy)
Date: Fri, 16 Dec 2005 04:38:04 +0000 (UTC)
Subject: [rt-users] Re: Installin RT on Ubuntu
References: <1133387887.13208.6.camel@localhost.localdomain>
	<20051130221043.GR25266@bestpractical.com>
	<87acfloeqn.fsf@rimspace.net>
	<1133403311.8507.3.camel@localhost.localdomain>
Message-ID: <loom.20051216T053223-226@post.gmane.org>

 >In order to create or update your RT database,this script needs to
  connect to your Pg instance on localhost as rtuser.
 Please specify that user's database password below. If the user has no
  database
  password, just press return.
  install_driver(Pg) failed: Can't locate DBD/Pg.pm in  <at> INC ( <at> INC
  >> Perhaps the DBD::Pg perl module hasn't been fully installed,
  or perhaps the capitalisation of 'Pg' isn't right.
  Available drivers: DBM, ExampleP, File, Proxy, Sponge, mysql.
   at /usr/sbin/rt-setup-database-3.4 line 132
  root <at> SCSI:/home/gr # locate Pg.pm
  /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm
> 
Hi Gilberto,

Check you RT config file, make sure your database type is
 mysql.  I had this error message as well.

cheers,
andy



From brian.maillists at gmail.com  Fri Dec 16 01:41:48 2005
From: brian.maillists at gmail.com (Brian Benson)
Date: Thu, 15 Dec 2005 22:41:48 -0800
Subject: [rt-users] html "transaction appears to have no content",
	revisited
In-Reply-To: <20051215190627.GY18155@bestpractical.com>
References: <58defec70512121044o65579418u88cb2e635cc35124@mail.gmail.com>
	<20051212192858.GJ9195@chaka.net> <43A16417.1010203@prog.awpdc.com>
	<20051215190627.GY18155@bestpractical.com>
Message-ID: <58defec70512152241u253f4fb9t32b6de7135d9ffec@mail.gmail.com>

I was able to resolve my issue by using the Email::StripMIME perl
module.  I just followed its suggested usage in a tiny perl script and
piped its output into rt-mailgate.

The devs should consider using it to convert html to text so that
everyone (me) can be happy with it out of the box.


From jesse at bestpractical.com  Fri Dec 16 01:49:53 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Dec 2005 01:49:53 -0500
Subject: [rt-users] html "transaction appears to have no content",
	revisited
In-Reply-To: <58defec70512152241u253f4fb9t32b6de7135d9ffec@mail.gmail.com>
References: <58defec70512121044o65579418u88cb2e635cc35124@mail.gmail.com>
	<20051212192858.GJ9195@chaka.net> <43A16417.1010203@prog.awpdc.com>
	<20051215190627.GY18155@bestpractical.com>
	<58defec70512152241u253f4fb9t32b6de7135d9ffec@mail.gmail.com>
Message-ID: <20051216064953.GI18155@bestpractical.com>




On Thu, Dec 15, 2005 at 10:41:48PM -0800, Brian Benson wrote:
> I was able to resolve my issue by using the Email::StripMIME perl
> module.  I just followed its suggested usage in a tiny perl script and
> piped its output into rt-mailgate.
> 
> The devs should consider using it to convert html to text so that
> everyone (me) can be happy with it out of the box.

Lots of people want lots of different things. I'd love to hear if the
better content-detection algorithm in newer versions of RT does better
for you.

-- 


From SHersker at TNGUS.com  Thu Dec 15 14:12:17 2005
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Thu, 15 Dec 2005 14:12:17 -0500
Subject: [rt-users] question on reporting
Message-ID: <A357A85EA32E254FB924FBE4FBF10B687105@tng-mail02.tngus.com>


Todd - that certainly sounds a lot more robust and efficient, but I
unfortunately have no in-house Perl skills (and am only just now learning
the basics for my attempt to import data using the API).

Would you be willing to share a sample of one of your reporting scripts?


> All of this is a lot of work and potentially wasted effort if the
> schema changes in future versions of RT. We do all our reporting
> with perl scripts that use the RT API. The reports are run from
> cron and even devlivered to interested parties as resolved RT
> tickets, so that we have a convienient place to store the reports
> for later reference.
> 
> -Todd


From cflau at clustertech.com  Fri Dec 16 04:12:21 2005
From: cflau at clustertech.com (John Lau)
Date: Fri, 16 Dec 2005 17:12:21 +0800
Subject: [rt-users] Steal ticket notify old owner
Message-ID: <1134724341.3604.84.camel@cattail.clustertech.com>

Hi,

I would like to know how to setup the scripts, such that it can notify
the old owner of the ticket when it is stolen by another user. I search
archive and found there is a similar add-on for RT 2
(http://lists.bestpractical.com/pipermail/rt-users/2001-
December/005822.html). Can it be used on RT 3?

Best regards,
John Lau
-- 
John Lau Chi Fai
Cluster Technology Ltd. 
cflau at clustertech.com



From Christian.Janin at emn.fr  Fri Dec 16 07:34:12 2005
From: Christian.Janin at emn.fr (Janin christian 8170)
Date: Fri, 16 Dec 2005 13:34:12 +0100
Subject: [rt-users] LDAP --RT 
Message-ID: <200512161234.NAA14538@ron.emn.fr>

hello,

i try tu use ldap for authenticate users. 
 
i put in the rt/lib/RT directory the file  User_Local.pm for ldap

I add some information about ldap  in the file rt/etc/RT_SiteConfig.pm

$LDAPExternalAuth = 1;
$LdapServer="adress";
$LdapUser="";
$LdapPass="";
$LdapBase="localbase";
$LdapUidAttr="uid";
$LdapFilter="(objectclass=*)";

and when i try to log on rt with an ldap uid,  i don't log, and i get 
this from syslog :

RT: FAILED LOGIN for janin from 192.54.76.43 (rt/sahre/html/autohandler:191)

it's seem that the module User_Local.pm is not load because there is no 
connexion between RT and the Ldap server (i made a tcpdump).

Thanks for help,

Christian Janin



From rickr at rice.edu  Fri Dec 16 07:35:40 2005
From: rickr at rice.edu (Rick Russell)
Date: Fri, 16 Dec 2005 06:35:40 -0600
Subject: [rt-users] Steal ticket notify old owner
In-Reply-To: <1134724341.3604.84.camel@cattail.clustertech.com>
References: <1134724341.3604.84.camel@cattail.clustertech.com>
Message-ID: <43A2B49C.4070208@rice.edu>


FYI, I would be curious about the more general case: how to call the Notify
action on an arbitrary list of e-mail addresses that are computed in a script.

I've set up custom templates and used "Notify Other Recipients", but those
static templates are a pain to setup and maintain.

The only other way I can think of to do it would be to build a list of
recipients in a custom field (in RT 3.4+ these can at least be hidden all
but Superusers), populate the custom field then build the template to pull
the list of addresses from the custom field. But a something like
$Ticket->Notify(Addresses => "list of addresses", Template => "template id")
sure would be a lot easier than using custom fields to store that data.

Rick R.


John Lau wrote:
> Hi,
> 
> I would like to know how to setup the scripts, such that it can notify
> the old owner of the ticket when it is stolen by another user. I search
> archive and found there is a similar add-on for RT 2
> (http://lists.bestpractical.com/pipermail/rt-users/2001-
> December/005822.html). Can it be used on RT 3?
> 
> Best regards,
> John Lau

-- 
For computer help, call xHELP (x4357 or 713-348-4357)
On the web: http://helpdesk.rice.edu/
--
Rick Russell
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099
--
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
-------------- next part --------------
A non-text attachment was scrubbed...
Name: rickr.vcf
Type: text/x-vcard
Size: 560 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051216/60ca8cf4/attachment.vcf>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 252 bytes
Desc: OpenPGP digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051216/60ca8cf4/attachment.sig>

From rtparies at gmail.com  Fri Dec 16 11:11:48 2005
From: rtparies at gmail.com (Randy Paries)
Date: Fri, 16 Dec 2005 10:11:48 -0600
Subject: [rt-users] Help with mail getting rejected
Message-ID: <df6e4b490512160811k37925587hb86a019a5348cfe0@mail.gmail.com>

Hello
I have a couple of ISP's that reject any email sent from my RT System
One thing i have noticed is in the header of the email there is

References: <RT-Ticket-1195 at example.com> <008801c601d1$31854cd0$ddd8a618 at Sally>


Any idea of where that is getting set. The other header info looks ok
and has the correct domain info

Thanks
Randy


From scott at 4th.com  Fri Dec 16 11:42:05 2005
From: scott at 4th.com (Scott Courtney)
Date: Fri, 16 Dec 2005 11:42:05 -0500
Subject: [rt-users] Installation - mod_perl version
In-Reply-To: <7103c2850512150044t36e8f0f5r@mail.gmail.com>
References: <7103c2850512150044t36e8f0f5r@mail.gmail.com>
Message-ID: <200512161142.05528.scott@4th.com>

On Thursday 15 December 2005 03:44, Jean-Michel Bonnefond wrote:
> Ok, but my problem is that I've mod_perl 2.0 installed !!
> 
> jeanmi at xpgremaudc1:~> rpm -qa | grep apache
> apache2-prefork-2.0.53-9
> apache2-2.0.53-9
> apache2-mod_perl-2.0.0-4

Was this an upgrade via RPM, or was apache2-mod_perl-2.0.0-4 the original
version installed on your system? Take a look into your Apache modules
directory to see what version of mod_perl is actually there. Try this:

$ strings /usr/local/httpd/modules/mod_perl.so  | grep mod_perl/

(Adjust the directory path as needed for your system -- I install my
Apache from source, and I don't recall where RPM versions put their
modules.)

Also, if you did the mod_perl as an upgrade, did you remember to restart
Apache afterward?

Scott

-- 
------------------------------------------------------------------------------
Scott Courtney         | "I don't mind Microsoft making money. I mind them
scott at 4th.com          | having a bad operating system."    -- Linus Torvalds
http://4th.com/        | ("The Rebel Code," NY Times, 21 February 1999)
                       | PGP Public Key at http://4th.com/keys/scott.pubkey


From nixon at nsc.liu.se  Fri Dec 16 11:49:36 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Fri, 16 Dec 2005 17:49:36 +0100
Subject: [rt-users] Help with mail getting rejected
In-Reply-To: <df6e4b490512160811k37925587hb86a019a5348cfe0@mail.gmail.com>
	(Randy Paries's message of "Fri, 16 Dec 2005 10:11:48 -0600")
References: <df6e4b490512160811k37925587hb86a019a5348cfe0@mail.gmail.com>
Message-ID: <m3oe3hkmvz.fsf@nammatj.nsc.liu.se>

Randy Paries <rtparies at gmail.com> writes:

> I have a couple of ISP's that reject any email sent from my RT System
> One thing i have noticed is in the header of the email there is
>
> References: <RT-Ticket-1195 at example.com> <008801c601d1$31854cd0$ddd8a618 at Sally>
>
>
> Any idea of where that is getting set. The other header info looks ok
> and has the correct domain info

Looks like it's based on the $Organization setting in RT_SiteConfig.
You should set that to a suitable value, but I seriously doubt that it
has anything to do with your mails getting rejected.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From dshannon at techfluent.com  Fri Dec 16 11:57:45 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 16 Dec 2005 10:57:45 -0600
Subject: [rt-users] assign zero global "Privileged User" rights?
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB640@TF-FS2.internal.techfluent.com>

Im trying to get the perms sorted out correctly to these levels:

1) Staff (internal users)
2) Clients (our primary contacts for our clients who want to use RT to
open/resolve etc Helpdesk tickets)
3) Client End users (who will ask for help only)



So far, the best route seems to:

1) Create a queue ClientX
2) Create a Group ClientXStaff, add staff who work at said client to
this group.  It has expected permissions (Create, edit, delete, update,
own, modify etc)
3) Create a Group ClientXClientAccess. Add priv. accounts for our
clients, give them, OwnTicket, ViewTicket, EditTicket (not ViewComment
etc)
4) remove all global Privileged User rights except those that are
acceptable for all clients to have (OwnTicket [maybe], ViewTicket,
EditTicket perhaps...


My question is this:

Is there any harm in not having any System level privileges if you
instead define them for each queue/group?

Thanks
duncan




From mely at rogueriver.k12.or.us  Fri Dec 16 12:01:33 2005
From: mely at rogueriver.k12.or.us (Mike Ely)
Date: Fri, 16 Dec 2005 09:01:33 -0800
Subject: [rt-users] Show all users
Message-ID: <43A2F2ED.1020701@rogueriver.k12.or.us>

Quick q: in the web interface, how do I quickly display a list of all 
users, whether privileged or not?  I've resorted to searching for "email 
contains o" since all of our known users have that in their domain, but 
this does nothing to find users who have tried to mail in from their 
home accounts, etc.

Cheers,
Mike


From josh.kuperman at gmail.com  Fri Dec 16 12:35:17 2005
From: josh.kuperman at gmail.com (Josh Kuperman)
Date: Fri, 16 Dec 2005 12:35:17 -0500
Subject: [rt-users] Changing my configuration;
	change in RT name didn't take? or Maybe it did?
Message-ID: <BF9E9A4C-0571-4BEF-9D11-7A5C5584675F@gmail.com>

OK, I have RT installed on my Mac OS X Server. I am in the midst of  
trying to get a very simple RT set up going: i.e just the one queue I  
am trying to get things set up
to adjust for the fact that my machine is hosting too many domains at  
the moment. When I set it up I just used my domain e.g.  
support.example.com since that's the virtual domain where I'm running  
the server, but I really want all the email to come and go from  
example.com and as far as an identification message something as  
simple [Example #1] or even [Ex #1] would be best, as shorter allows  
the subject content prominence. So I changed $rtname in my Site  
config. But
nothing changed when I sent an email.

What do I have to do to make the change.  Also, is there something  
special I need to do so that my url subdomain support.example.com   
and my mail domain support.com are used as I want them to be used. Is  
there some sort of update command I have to issue after I change the  
configuration? Do I have to load changes in mysql by reloading somehow?


BTW I did take a look at the Wiki and also some of the University web  
sites on RT. I noticed in the FAQ the suggestion that requests for  
assistance include various info; perl version, rt-verions, etc. Is  
there a script that will product this? I can type uname easy enough  
and I know that I just installed rt-3.4.4. But the cli command 'rt  
version' just gives the version of the command line interface rt  
0.02, not full version info for RT.

--
Josh Kuperman
josh.kuperman at gmail.com



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051216/22d0e2a1/attachment.htm>

From rtparies at gmail.com  Fri Dec 16 13:03:40 2005
From: rtparies at gmail.com (Randy Paries)
Date: Fri, 16 Dec 2005 12:03:40 -0600
Subject: [rt-users] Help with mail getting rejected
In-Reply-To: <43A2F334.4060308@teradyne.com>
References: <df6e4b490512160811k37925587hb86a019a5348cfe0@mail.gmail.com>
	<43A2F334.4060308@teradyne.com>
Message-ID: <df6e4b490512161003r93db91eoe26293e668a56eb8@mail.gmail.com>

Thanks Eric

Mine already had 8bit , running 3.4.4.

Randy

On 12/16/05, Eric Horne <eric.horne at teradyne.com> wrote:
> I had this problem too, and it turns out my problem was related to the
> bit encoding declared by RT in the mail headers. It's fixed in the
> latest version of RT, or you can fix it yourself:
>
> in lib/RT/Action/SendEmail.pm
>
> search for "8-bit" and change it to "8bit" and then restart your web
> server.
>
> -eric
>
> Randy Paries wrote:
> > Hello
> > I have a couple of ISP's that reject any email sent from my RT System
> > One thing i have noticed is in the header of the email there is
> >
> > References: <RT-Ticket-1195 at example.com> <008801c601d1$31854cd0$ddd8a618 at Sally>
> >
> >
> > Any idea of where that is getting set. The other header info looks ok
> > and has the correct domain info
> >
> > Thanks
> > Randy
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at http://bestpractical.com/services/training.html
>
>


From dshannon at techfluent.com  Fri Dec 16 13:59:16 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 16 Dec 2005 12:59:16 -0600
Subject: [rt-users] Show all users
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB64D@TF-FS2.internal.techfluent.com>


> Quick q: in the web interface, how do I quickly display a list of all
> users, whether privileged or not?  I've resorted to searching for
"email
> contains o" since all of our known users have that in their domain,
but
> this does nothing to find users who have tried to mail in from their
> home accounts, etc.


Try searching for something you know isint there...

how about:  UserID Isin't "!"

duncan


From nanderson at teamhpc.com  Fri Dec 16 14:21:42 2005
From: nanderson at teamhpc.com (Nick Anderson)
Date: Fri, 16 Dec 2005 13:21:42 -0600
Subject: [rt-users] Show all users
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB450EB64D@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB450EB64D@TF-FS2.internal.techfluent.com>
Message-ID: <200512161321.42579.nanderson@teamhpc.com>

you could search email on . every domain has a . :)

On Friday 16 December 2005 12:59 pm, Duncan Shannon wrote:
> > Quick q: in the web interface, how do I quickly display a list of all
> > users, whether privileged or not?  I've resorted to searching for
>
> "email
>
> > contains o" since all of our known users have that in their domain,
>
> but
>
> > this does nothing to find users who have tried to mail in from their
> > home accounts, etc.
>
> Try searching for something you know isint there...
>
> how about:  UserID Isin't "!"
>
> duncan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html

-- 
Nick Anderson
Team HPC
nanderson at teamhpc.com


From mnichols at wayport.net  Fri Dec 16 14:36:54 2005
From: mnichols at wayport.net (Matt Nichols)
Date: Fri, 16 Dec 2005 19:36:54 +0000 (GMT)
Subject: [rt-users] automatically set due date and priority based on custom
	field
Message-ID: <Pine.GSO.4.61.0512161934210.21041@ddt.aus0.tx.us.corp.wayport.net>

Hello,

I'd like to automatically set the due date and priority of new tickets 
based on a users selection of the custom field 'severity'. The creation of 
the custom field 'severity' was the easy part. My understanding is that 
the automatic setting of due date and priority based on this custom field 
can be accomplished with a scrip. Has anyone done anything similar to 
this?

Thanks.

-Matt


From eric.horne at teradyne.com  Fri Dec 16 14:51:55 2005
From: eric.horne at teradyne.com (Eric Horne)
Date: Fri, 16 Dec 2005 11:51:55 -0800
Subject: [rt-users] automatically set due date and priority based on custom
	field
In-Reply-To: <Pine.GSO.4.61.0512161934210.21041@ddt.aus0.tx.us.corp.wayport.net>
References: <Pine.GSO.4.61.0512161934210.21041@ddt.aus0.tx.us.corp.wayport.net>
Message-ID: <43A31ADB.8050903@teradyne.com>

I've set the due date based on a due date embedded into the request. If 
the user says "DateDue: Feb 28, 2006 2:00" it'll set the duedate to that 
specified date.

It's not exactly what you are asking for, but maybe it helps get you 
started. I think there is some date manipulation you can perform within 
WebRT via the RT::Date class.

-eric

Condition: On Create
Template: Blank
Action:

my $AttachObj = $self->TransactionObj->Attachments->First;
# go out if content is not text!
unless( $AttachObj->ContentType =~ /^text/ ) {
      return 1;
}

my $content = $AttachObj->Content;

if ($content =~ m/^\QDate-Due:\E\s*([-0-9\:\s]+[0-9])\s*$/m) {
       $self->TicketObj->_Set(Field => "Due", Value => $1);
}



Matt Nichols wrote:
> Hello,
> 
> I'd like to automatically set the due date and priority of new tickets 
> based on a users selection of the custom field 'severity'. The creation 
> of the custom field 'severity' was the easy part. My understanding is 
> that the automatic setting of due date and priority based on this custom 
> field can be accomplished with a scrip. Has anyone done anything similar 
> to this?
> 
> Thanks.
> 
> -Matt
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html



From mnichols at wayport.net  Fri Dec 16 15:11:59 2005
From: mnichols at wayport.net (Matt Nichols)
Date: Fri, 16 Dec 2005 14:11:59 -0600
Subject: [rt-users] automatically set due date and priority based on
	customfield
Message-ID: <52AD365BD79BA048B359E3F4411D45150C8AB638@exchange01.wayad.corp.wayport.net>


Hi Eric,

I have created a custom field 'severity' where users can select a
severity level (for example severity levels 1-4) when creating a new
ticket. I would like to automatically assign predefined due dates and
priority levels based on the selection from the 'severity' field.

For example:

Severity 1 - Due 1 hour from now - Priority W
Severity 2 - Due 4 hours from now - Priority X
Severity 3 - Due 8 hours from now - Priority Y
Severity 4 - Due 24 hours from now - Priority Z

Thanks for the example code.

-Matt

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eric
Horne
Sent: Friday, December 16, 2005 1:52 PM
To: rt-users
Subject: Re: [rt-users] automatically set due date and priority based on
customfield

I've set the due date based on a due date embedded into the request. If 
the user says "DateDue: Feb 28, 2006 2:00" it'll set the duedate to that

specified date.

It's not exactly what you are asking for, but maybe it helps get you 
started. I think there is some date manipulation you can perform within 
WebRT via the RT::Date class.

-eric

Condition: On Create
Template: Blank
Action:

my $AttachObj = $self->TransactionObj->Attachments->First;
# go out if content is not text!
unless( $AttachObj->ContentType =~ /^text/ ) {
      return 1;
}

my $content = $AttachObj->Content;

if ($content =~ m/^\QDate-Due:\E\s*([-0-9\:\s]+[0-9])\s*$/m) {
       $self->TicketObj->_Set(Field => "Due", Value => $1);
}



Matt Nichols wrote:
> Hello,
> 
> I'd like to automatically set the due date and priority of new tickets

> based on a users selection of the custom field 'severity'. The
creation 
> of the custom field 'severity' was the easy part. My understanding is 
> that the automatic setting of due date and priority based on this
custom 
> field can be accomplished with a scrip. Has anyone done anything
similar 
> to this?
> 
> Thanks.
> 
> -Matt
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at

> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html

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

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


From KFCrocker at lbl.gov  Fri Dec 16 15:32:33 2005
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Fri, 16 Dec 2005 12:32:33 -0800
Subject: [rt-users] question on reporting
In-Reply-To: <6.2.1.2.2.20051215111331.032b4c58@po14.mit.edu>
References: <A54229E93E23F34CB267F60E2E39D4FDE00DF5@mail1.founderstrust.net>
	<6.2.1.2.2.20051215111331.032b4c58@po14.mit.edu>
Message-ID: <43A32461.6020706@lbl.gov>

Stephen,

    WE have the same problem. Many of our users can deal with the 
spreadsheet to Excell then modify scenerio but we also have some users 
that feel the query tool is inadequate AND SLOW. We are creating a 
Report Link for the home page that will give our users the option of 
writing a COGNOS report or using a more powerful SQL tool. We are on 
Oracle 9. Developing this as a link allows us to add the link to any 
upgrades we download from RT without a lot of fuss.

Kenn

Stephen Turner wrote:

> At Thursday 12/15/2005 10:49 AM, Jonathan Jesse wrote:
>
>> What do you use for reports out of RT? For reports out of our banking 
>> system, I can write queries and other reports with a product we have 
>> (Cognos Impromptu) and assume thru an ODBC connection or something I 
>> could connect to the database and generate the information I need and 
>> make the reports a little prettier and easier to read then doing just 
>> printing a query result from the RT web page.
>>
>> So how do you all generate reports for the boss? Or people interested?
>>
>>
>> Thanks,
>>
>> Jonathan
>
>
> Hello Jonathan
>
> You can certainly point a reporting tool at the database, but the 
> schema is a little hard to understand (as it is with many 
> transactional DBs) and so you'd need to do quite a bit of studying 
> before you could be certain your reports were showing what you wanted.
>
> You could move some RT data to a data warehouse but that would 
> probably be a sizeable project and would again require you to learn 
> the RT schema fairly well.
>
> A quick alternative is to use the spreadsheet download link that 
> appears on the bottom of the search results page - you can get data 
> into Excel and perhaps use Impromptu or whatever to make reports from 
> that.
>
> I'd be interested to hear what you decide.
>
> Steve
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>


From eric.horne at teradyne.com  Fri Dec 16 15:34:10 2005
From: eric.horne at teradyne.com (Eric Horne)
Date: Fri, 16 Dec 2005 12:34:10 -0800
Subject: [rt-users] automatically set due date and priority based
	on	customfield
In-Reply-To: <52AD365BD79BA048B359E3F4411D45150C8AB638@exchange01.wayad.corp.wayport.net>
References: <52AD365BD79BA048B359E3F4411D45150C8AB638@exchange01.wayad.corp.wayport.net>
Message-ID: <43A324C2.9030205@teradyne.com>

I haven't actually tested this code, but I suspect you could do like his:

Condition: User Defined
Action: User Defined
Template: Blank

Condition:
($self->TransactionObj->Type eq "CustomField") &&
($self->TransactionObj->Field eq 00);
# replace 00 above with the CustomField NUMBER id.

Action:
my $date = new RT:Date();
my $val = $self->TicketObj->FirstCustomFieldValue("CustomField");
$date->SetToNow();

if ($val eq "1") {
	$date->AddSeconds(3600);
}
elsif ($val eq "2") {
# and so on
}

# Why is there no SetDue function?
# There may be a more efficient way to do this.
$self->TicketObj->_Set(Field => "Due", Value => $date->AsString);
return 1;


Matt Nichols wrote:
> Hi Eric,
> 
> I have created a custom field 'severity' where users can select a
> severity level (for example severity levels 1-4) when creating a new
> ticket. I would like to automatically assign predefined due dates and
> priority levels based on the selection from the 'severity' field.
> 
> For example:
> 
> Severity 1 - Due 1 hour from now - Priority W
> Severity 2 - Due 4 hours from now - Priority X
> Severity 3 - Due 8 hours from now - Priority Y
> Severity 4 - Due 24 hours from now - Priority Z
> 
> Thanks for the example code.
> 
> -Matt
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eric
> Horne
> Sent: Friday, December 16, 2005 1:52 PM
> To: rt-users
> Subject: Re: [rt-users] automatically set due date and priority based on
> customfield
> 
> I've set the due date based on a due date embedded into the request. If 
> the user says "DateDue: Feb 28, 2006 2:00" it'll set the duedate to that
> 
> specified date.
> 
> It's not exactly what you are asking for, but maybe it helps get you 
> started. I think there is some date manipulation you can perform within 
> WebRT via the RT::Date class.
> 
> -eric
> 
> Condition: On Create
> Template: Blank
> Action:
> 
> my $AttachObj = $self->TransactionObj->Attachments->First;
> # go out if content is not text!
> unless( $AttachObj->ContentType =~ /^text/ ) {
>       return 1;
> }
> 
> my $content = $AttachObj->Content;
> 
> if ($content =~ m/^\QDate-Due:\E\s*([-0-9\:\s]+[0-9])\s*$/m) {
>        $self->TicketObj->_Set(Field => "Due", Value => $1);
> }
> 
> 
> 
> Matt Nichols wrote:
> 
>>Hello,
>>
>>I'd like to automatically set the due date and priority of new tickets
> 
> 
>>based on a users selection of the custom field 'severity'. The
> 
> creation 
> 
>>of the custom field 'severity' was the easy part. My understanding is 
>>that the automatic setting of due date and priority based on this
> 
> custom 
> 
>>field can be accomplished with a scrip. Has anyone done anything
> 
> similar 
> 
>>to this?
>>
>>Thanks.
>>
>>-Matt
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at
> 
> 
>>http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at 
>>http://bestpractical.com/services/training.html
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html



From KFCrocker at lbl.gov  Fri Dec 16 15:40:20 2005
From: KFCrocker at lbl.gov (Ken Crocker)
Date: Fri, 16 Dec 2005 12:40:20 -0800
Subject: [rt-users] best resources for understanging permissions for users,
	groups and queues
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB450EB603@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB450EB603@TF-FS2.internal.techfluent.com>
Message-ID: <43A32634.4050901@lbl.gov>

Duncan,

     I have had the same problem here. We have over 30 queues and I am 
currently developing an administration guide for Queue administraors to 
show the various methods of setting up roles/groups/users rights so 
users get replies, watchers see e_mail, and workers can take, modify, 
comment, close, etc. while at the same time not letting certain users or 
workers interfere with what's going on in Queues they don't work with 
and to eliminate the redundancy that comes with the RT flexibility. I'm 
almost done with it, and that includes adminstrating custom field ticket 
rights per queue as well as scrips. If anyone is really interested, I'd 
be glad to send a copy. For our administrators, we require they read our 
USER Guide first. We also are developing a SYSTEM Administrator guide as 
well  (including panel/page example displays, etc.).

Kenn

Duncan Shannon wrote:

>	Hi All-
>
>Im needing to be more granular and careful about permissions (with 20 or
>so queues) compared to before it was just 2 or 3.
>
>Im more than happy to RTFM, but I goggled around a bit and checked the
>wiki, but don't feel I ever found a 'definitive guide to RT permissions'
>(sorry if I missed it)
>
>Can someone point me to a guide for permissions?
>
>Specifically, I want to achieve:
>
>1) Several queues (2 per client, 10 clients lets say) That is done.
>
>2) groups of users (staff) that have access to the appropriate queues
>(customers that they do work for) to do normal ticket work (create,
>edit, update, resolve etc) So far, I picture one group per client, and
>then give rights on clients queues to the client group
>
>That is the basics of what I need to do..
>
>I'd love to figure out a way to give the mgmt of our clients a way to
>login and see all the tix that their end users have created in our
>system... but that can be a battle for another day.
>
>TIA.
>
>duncan
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>
>  
>


From murphy at genome.chop.edu  Fri Dec 16 15:45:24 2005
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Fri, 16 Dec 2005 15:45:24 -0500
Subject: [rt-users] best resources for understanging permissions for users,
	groups and queues
In-Reply-To: <43A32634.4050901@lbl.gov>
References: <2B7B7880538AA440B5FBCE7A56E8CB450EB603@TF-FS2.internal.techfluent.com>
	<43A32634.4050901@lbl.gov>
Message-ID: <43A32764.4000408@genome.chop.edu>

Ken Crocker wrote:

> I'd be glad to send a copy [of the ADMIN guide]. For our 
> administrators, we require they read our USER Guide first. We also are 
> developing a SYSTEM Administrator guide as well  (including panel/page 
> example displays, etc.).

Sounds great.  If possible, you should create links to those guides on 
the RT WIKI (http://wiki.bestpractical.com/).

-Kevin Murphy



From dshannon at techfluent.com  Fri Dec 16 15:50:31 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 16 Dec 2005 14:50:31 -0600
Subject: [rt-users] best resources for understanging permissions for users,
	groups and queues
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB658@TF-FS2.internal.techfluent.com>

> rights per queue as well as scrips. If anyone is really interested,
I'd
> be glad to send a copy. For our administrators, we require they read
our
> USER Guide first. We also are developing a SYSTEM Administrator guide
as
> well  (including panel/page example displays, etc.).

Oh! Oh!  I'd love to read thru it for you, perhaps I can even offer some
help with it.

Thanks much

duncan



From todd at chaka.net  Fri Dec 16 16:49:31 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 16 Dec 2005 16:49:31 -0500
Subject: [rt-users] best resources for understanging permissions for users,
	groups and queues
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB450EB603@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB450EB603@TF-FS2.internal.techfluent.com>
Message-ID: <20051216214931.GX9195@chaka.net>

Shameless plug:

Once you understand RT's permissions you might find them
easier to view and administer with RTx::RightsMatrix, which
can be found on CPAN.

-Todd

On Thu, Dec 15, 2005 at 10:30:05AM -0600, Duncan Shannon wrote:
> 	Hi All-
> 
> Im needing to be more granular and careful about permissions (with 20 or
> so queues) compared to before it was just 2 or 3.
> 
> Im more than happy to RTFM, but I goggled around a bit and checked the
> wiki, but don't feel I ever found a 'definitive guide to RT permissions'
> (sorry if I missed it)
> 
> Can someone point me to a guide for permissions?
> 
> Specifically, I want to achieve:
> 
> 1) Several queues (2 per client, 10 clients lets say) That is done.
> 
> 2) groups of users (staff) that have access to the appropriate queues
> (customers that they do work for) to do normal ticket work (create,
> edit, update, resolve etc) So far, I picture one group per client, and
> then give rights on clients queues to the client group
> 
> That is the basics of what I need to do..
> 
> I'd love to figure out a way to give the mgmt of our clients a way to
> login and see all the tix that their end users have created in our
> system... but that can be a battle for another day.
> 
> TIA.
> 
> duncan


From jesse at bestpractical.com  Fri Dec 16 16:24:24 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Dec 2005 16:24:24 -0500
Subject: [rt-users] Help with mail getting rejected
In-Reply-To: <df6e4b490512160811k37925587hb86a019a5348cfe0@mail.gmail.com>
References: <df6e4b490512160811k37925587hb86a019a5348cfe0@mail.gmail.com>
Message-ID: <20051216212424.GP18155@bestpractical.com>




On Fri, Dec 16, 2005 at 10:11:48AM -0600, Randy Paries wrote:
> Hello
> I have a couple of ISP's that reject any email sent from my RT System
> One thing i have noticed is in the header of the email there is
> 
> References: <RT-Ticket-1195 at example.com> <008801c601d1$31854cd0$ddd8a618 at Sally>

What's the problem there?
> 
> 
> Any idea of where that is getting set. The other header info looks ok
> and has the correct domain info
> 
> Thanks
> Randy
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From MarkRoedel at letu.edu  Fri Dec 16 17:55:35 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Fri, 16 Dec 2005 16:55:35 -0600
Subject: [rt-users] automatically set due date and priority based on
	customfield
Message-ID: <FF6E50DCA69478499B1C992A435EF5F0C89652@rachael-reborn.letnet.net>

Here's the scrip we've got on our production server that sets both
priority and due dates on a ticket based on our 'Urgency' custom field.
It also uses the Business::Hours perl library to ensure that our
shorter-term tickets come due when we're actually here.


Custom condition:
if (($self->TransactionObj->Type eq "CustomField") and
($self->TransactionObj->Field eq "13")) {
  return(1);
} else {
  return(undef);
}



Custom action cleanup:
my $ticket = $self->TicketObj;
my $CFName = 'Urgency';
my $QueueObj = $self->TicketObj->QueueObj;
my $CFObj = RT::CustomField->new ($QueueObj->CurrentUser);
my $duedate = RT::Date->new($RT::SystemUser);
my $bus_hours_duetime = time;

use Business::Hours;
my $hours = Business::Hours->new();
my $now = time;

$CFObj->LoadByNameAndQueue(Name=>$CFName, Queue=>$QueueObj->id);
unless ($CFObj->id) {
  $RT::Logger->warning ("$CFName doesn't exist in Queue " .
$QueueObj->Name);
  return undef;
}

my $urgencyvalue = $self->TicketObj->FirstCustomFieldValue($CFObj->id);
if ($urgencyvalue eq 'Emergency') {
  $self->TicketObj->SetPriority('100');
  $self->TicketObj->SetFinalPriority('100');
  $bus_hours_duetime = $hours->add_seconds ($now, 14400);
  $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
  $self->TicketObj->SetDue($duedate->ISO);
} elsif ($urgencyvalue eq 'Urgent') {
  $self->TicketObj->SetPriority('90');
  $self->TicketObj->SetFinalPriority('99');
  $bus_hours_duetime = $hours->add_seconds ($now, 32400);
  $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
  $self->TicketObj->SetDue($duedate->ISO);
} elsif ($urgencyvalue eq 'Time-Sensitive') {
  $self->TicketObj->SetPriority('89');
  $self->TicketObj->SetFinalPriority('89');
  $bus_hours_duetime = $hours->add_seconds ($now, 97200);
  $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime);
  $self->TicketObj->SetDue($duedate->ISO);
} elsif ($urgencyvalue eq 'High') {
  $self->TicketObj->SetPriority('75');
  $self->TicketObj->SetFinalPriority('88');
  $duedate->Set(Format=>'unknown', Value=>'15 days');
  $self->TicketObj->SetDue($duedate->ISO);
} elsif ($urgencyvalue eq 'Medium') {
  $self->TicketObj->SetPriority('50');
  $self->TicketObj->SetFinalPriority('74');
  $duedate->Set(Format=>'unknown', Value=>'3 months');
  $self->TicketObj->SetDue($duedate->ISO);
} elsif ($urgencyvalue eq 'Low') {
  $self->TicketObj->SetPriority('25');
  $self->TicketObj->SetFinalPriority('49');
  $duedate->Set(Format=>'unknown', Value=>'6 months');
  $self->TicketObj->SetDue($duedate->ISO);
} elsif ($urgencyvalue eq 'Very Low') {
  $self->TicketObj->SetPriority('1');
  $self->TicketObj->SetFinalPriority('24');
  $duedate->Set(Format=>'unknown', Value=>'1 year');
  $self->TicketObj->SetDue($duedate->ISO);
} else {
}
return(1);
 

--
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 Matt
Nichols
Sent: Friday, December 16, 2005 1:37 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] automatically set due date and priority based on
customfield

Hello,

I'd like to automatically set the due date and priority of new tickets 
based on a users selection of the custom field 'severity'. The creation
of 
the custom field 'severity' was the easy part. My understanding is that 
the automatic setting of due date and priority based on this custom
field 
can be accomplished with a scrip. Has anyone done anything similar to 
this?


From venkata.kurra at thomson.com  Fri Dec 16 18:30:51 2005
From: venkata.kurra at thomson.com (venkata.kurra at thomson.com)
Date: Fri, 16 Dec 2005 15:30:51 -0800
Subject: [rt-users] schema changes
Message-ID: <B64C13C5DF15A44E8C4A94B0C165935C374ADA@tlruscasunmbx01.ERF.THOMSON.COM>

We have imported data using dumpfile-to-rt-3.0 from RT 2 successfully,
no errors. Noticed that database schema has changed after import. For
example, Watchers table does not exist and new table, Principals, was
created and some columns were added in the existing tables. Is this
normal in RT 3.0! Please let me know.

 

Thanks,

Venkata

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051216/741e02a1/attachment.htm>

From todd at chaka.net  Fri Dec 16 20:10:02 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 16 Dec 2005 20:10:02 -0500
Subject: [rt-users] schema changes
In-Reply-To: <B64C13C5DF15A44E8C4A94B0C165935C374ADA@tlruscasunmbx01.ERF.THOMSON.COM>
References: <B64C13C5DF15A44E8C4A94B0C165935C374ADA@tlruscasunmbx01.ERF.THOMSON.COM>
Message-ID: <20051217011002.GY9195@chaka.net>

Yes, every once in a while the schema may change. Not that
often though...

On Fri, Dec 16, 2005 at 03:30:51PM -0800, venkata.kurra at thomson.com wrote:
> We have imported data using dumpfile-to-rt-3.0 from RT 2 successfully,
> no errors. Noticed that database schema has changed after import. For
> example, Watchers table does not exist and new table, Principals, was
> created and some columns were added in the existing tables. Is this
> normal in RT 3.0! Please let me know.
> 
>  
> 
> Thanks,
> 
> Venkata
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From mike at remc1.org  Fri Dec 16 21:30:09 2005
From: mike at remc1.org (Mike Richardson)
Date: Fri, 16 Dec 2005 21:30:09 -0500
Subject: [rt-users] msg cc
Message-ID: <a06210200bfc928aa8ceb@[192.168.0.106]>

We just found that when you reply to a message, and add a cc to that 
reply, it doesn't get sent.

the history shows the RT Send at the top of the message like this

RT-Send-CC:	eric

but in the outgoing mail, it doesn't get sent (and of course never arrives).

If we add those same people to the regular CC under the people 
section, it works.

Any idea what we need to adjust to make the msg CCs work?

Thanks!
-- 
----------------
Michael Richardson		Technical Services Manager
PO Box 270		CompTIA A+ certified
809 Hecla St		(906) 482-4520 office
Hancock, MI  49930		(906) 482-5031 fax
http://www.remc1.k12.mi.us	(906) 370-5911 mobile


From thealbs at yahoo.co.uk  Sat Dec 17 03:25:36 2005
From: thealbs at yahoo.co.uk (brian mccabe)
Date: Sat, 17 Dec 2005 08:25:36 +0000 (GMT)
Subject: [rt-users] Another permissions question
Message-ID: <20051217082536.9339.qmail@web25713.mail.ukl.yahoo.com>


Well, actually two questions :-)

I am setting up RT in a medium sized company with in
excess of 20 queues. I believe in total transparency
and, as customer tickets can reside in the majority of
these queues, I don't want to 'hide' queues from
'staff' users. 

Also, we want customers to be able to submit & track
their own tickets via the Self-Service interface but
want diferent groups of customers to see different
queues - based on what type of customer they are. So,
the two questions are:

1: For Self-Service customer users, how do I
explicitely state which queues they can see on a per
User basis? At the moment the See Queue priv can be
granted to All non-staff users on a global basis. I
want to group unprivileged users in some way. Is this
possible?

2: For staff users, the Home Page "x newest unowned
tickets" shows all new tickets in the system,
system-wide. Ideally I would like to associate
users/groups with specific queues which they are
responsible for picking up new tickets from. I guess
this is a kind of 'Works Queue' privilege. Id this
feasible without code changes using some clever
combination of priviliges?

Thanks in advance




	
	
		
___________________________________________________________ 
Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.yahoo.com


From diona at modernflow.com  Fri Dec 16 13:57:45 2005
From: diona at modernflow.com (Diona Kidd)
Date: Fri, 16 Dec 2005 13:57:45 -0500
Subject: [rt-users] syslog?
Message-ID: <43A30E29.7060808@modernflow.com>

Hi there. I'm trying to install RT and not having much luck. I've used 
it before and liked it, but I can't seem to install it now. I went to 
visit the bugs page and there are none? Also checked for FAQ's. The 
mailing list archives are also not searchable so I am seeking assistance 
here. Please excuse me if this is a very common post.

This is Fedora Core 3, with gd_devel installed (per instructions), MySQL 
 > 4.1. I have Apache2/mod_perl2 running fine and dandy. However, I 
can't get past the make initialize-databse portion of the installation 
instructions.

I've tried changing the LogDispatch setting to "socket=>'inet'" as 
described in the included links. I've also noticed, while debugging, 
that the log file 'rt.log' wasn't created. I touched it and made it +rw 
for everyone, just to see if that was it. I also threw in a print 
statement to see what file was supposed to be the log (see errors below).

Some pages I've visited for help:
http://wiki.bestpractical.com/index.cgi?action=diff&page_name=NoConnectionToSyslog&revision_id=-1
http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog
http://search.cpan.org/~drolsky/Log-Dispatch-2.11/lib/Log/Dispatch/Syslog.pm
http://search.cpan.org/~drolsky/Log-Dispatch-2.11/lib/Log/Dispatch.pm


With socket=>'inet', I receive (excerpt):
--------------------------------
Now inserting RT core system objects
filename => /usr/local/rt3/var/log/rt.log, logdir => /usr/local/rt3/var/log
Checking for existing system user...not found.  This appears to be a new 
installation.
Creating system user...Use of uninitialized value in subroutine entry at 
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/Socket.pm line 373.
[Fri Dec 16 18:37:31 2005] [crit]: Bad arg length for 
Socket::pack_sockaddr_in, length is 0, should be 4 at 
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/Socket.pm line 373.
 (/usr/local/rt3/lib/RT.pm:296)
Use of uninitialized value in subroutine entry at 
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/Socket.pm line 373.
Bad arg length for Socket::pack_sockaddr_in, length is 0, should be 4 at 
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/Socket.pm line 373.
make: *** [initialize-database] Error 255 

Without (normal setting), I receive:
-------------------------------
Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
filename => /usr/local/rt3/var/log/rt.log, logdir => /usr/local/rt3/var/log
Checking for existing system user...not found.  This appears to be a new 
installation.
Creating system user...unix dgram connect: No such file or directory at 
/usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77
[Fri Dec 16 19:03:18 2005] [crit]: no connection to syslog available at 
/usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77
 (/usr/local/rt3/lib/RT.pm:296)
unix dgram connect: No such file or directory at 
/usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77
no connection to syslog available at 
/usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 

Can anyone offer any insight?

Thanks.

Diona Kidd



From mely at rogueriver.k12.or.us  Sat Dec 17 14:35:07 2005
From: mely at rogueriver.k12.or.us (Mike Ely)
Date: Sat, 17 Dec 2005 11:35:07 -0800
Subject: [rt-users] OT: Big thank you
Message-ID: <43A4686B.8070708@rogueriver.k12.or.us>

After reading this list for a few days, I just wanted to say just how 
much I appreciate the work of whoever did the debian packaging for RT. 
I've watched all the people having troubles solving dependencies, etc, 
and see similar questions all over the archives, and, well, my 
experience was different:

	apt-get install request-tracker-3.4
	(read astonishing amount of dependencies that go with it and then hit 
return)
	configure
	announce!

Beginning to end, took me about three hours, and the installation part 
was by far the easiest part of that - zero effort, really.

For those of you who are fighting with rpm dependency hell, if you've 
got an extra box laying around, you might just try the debian version. 
Note: I'm not a debian fanboy - my preferred desktop distro is SuSE, 
which is RPM-based.  I just thought I'd relate to the list my experience 
getting RT going on my debian server.  Experience was good!

Thanks again to the packager(s).


From iqbala-rt-users at qwestip.net  Sun Dec 18 16:26:25 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Sun, 18 Dec 2005 16:26:25 -0500
Subject: [rt-users] Managing SPAM queue
In-Reply-To: <3c038b660512112033p1c3f289dwc4e1a30ac816425b@mail.gmail.com>
References: <20051209041621.GB5579@qwestip.net>
	<20051211185559.GC15855@qwestip.net>
	<3c038b660512112033p1c3f289dwc4e1a30ac816425b@mail.gmail.com>
Message-ID: <20051218212625.GE23335@qwestip.net>

On Mon, Dec 12, 2005 at 03:33:07PM, Darrin Khan wrote:
> Hello,
> 
> I too have been trying to find a solution to the exact same task.
> At this stage we are looking at making copies of the incoming emails to disk
> via procmail.
> Using the /opt/rt3/bin/rt cli tool, selecting the tickets in the SPAM queue
> and pulling out the message ID.

How do you find the message ID using rt cli? I know I can find it
through web `full headers'

> Then greping for the message-id to find the message in the folder on disk
> and using that to import the origional message into spamassasin.
> 
> Very clunky way of doing it, but this is all I have been able to come up
> with over the past few weeks of trying to find an efficient way of doing
> this.
> 
> Hope this is of some help.
> 
> Darrin
> 
> On 12/12/05, Asif Iqbal <iqbala-rt-users at qwestip.net> wrote:
> >
> > On Thu, Dec 08, 2005 at 11:16:21PM, Asif Iqbal wrote:
> > > Hi All
> > >
> > > I am using spamassassin before sending the email to RT. So it filters
> > > out most-of-the spams before it reaches the queue. However there are
> > > some spams that manage to slip thru the filter and make it to the queue
> > > from time to time.
> > >
> > > To collect those tickets I created a separate queue call SPAM. Users
> > > drop those spam tickets in that queue and that part works just fine.
> > > Now I want pull those tickets out of the queue and pipe it through my
> > > spam learner and then delete them. I think to do it as a cronjob would
> > > be most efficient.
> > >
> > > However to achieve that I need to find a way grab the ticket with full
> > headers in cli.
> > >
> > > Any suggestion or hints on this or pointing to a already better approach
> > > would be greatly appreciated.
> >
> > In otherwords is there a way, may be cli or may be api, that I can pull
> > a ticket's first transaction with all the email headers? Any reference
> > to the wiki/list archive/rt book will do and I can start from there.
> >
> > 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 iqbala-rt-users at qwestip.net  Sun Dec 18 17:30:28 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Sun, 18 Dec 2005 17:30:28 -0500
Subject: [rt-users] Message Full Headers
Message-ID: <20051218223028.GF23335@qwestip.net>

Hi All

Does anyone know what part of rt cli (REST version) to modify to get the
full headers? I can use old rt cli to get that but that requires all the
RT libraries and hence need to run locally. 

The other option of getting the content remotely is using `curl' or
`LWP'. 

OLD CLI: (first two lines)

# $Header: /raid/cvsroot/rt/bin/rt,v 1.3 2001/11/13 16:33:28 jesse Exp $
# RT is (c) 1996-2001 Jesse Vincent <jesse at bestpractical.com>

Any suggestion on modifying the REST version rt cli? OR should I go
ahead and use `curl'?

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 futurahost at futurahost.com  Sun Dec 18 17:57:43 2005
From: futurahost at futurahost.com (Pablo Povarchik - FuturaHost.Com)
Date: Sun, 18 Dec 2005 23:57:43 +0100
Subject: [rt-users] mass deleting
Message-ID: <1134946664.3439.40.camel@notebook.futurahostdns.com>


	Hello

	Surely it is within the docs, but i was unable to find it. How do we
delete or reject many tickets at once?

Thanks!
-- 
Pablo Povarchik de Carrasquedo

Quality Colocation and Dedicated Servers services
Colocation facilities include Fremont California, 
London UK and Trento Italy

+------- FuturaHost.Com - Industrial & Business Class ISP --------+
|          Web Hosting - Dedicated Servers - Colocation
| info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710
| Get a high quality full cabinet with 5Mbps full burst included
|        for only ?700/month, availability also in London
+-----------------------------------------------------------------+



From iqbala-rt-users at qwestip.net  Sun Dec 18 18:03:34 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Sun, 18 Dec 2005 18:03:34 -0500
Subject: [rt-users] mass deleting
In-Reply-To: <1134946664.3439.40.camel@notebook.futurahostdns.com>
References: <1134946664.3439.40.camel@notebook.futurahostdns.com>
Message-ID: <20051218230334.GG23335@qwestip.net>

On Sun, Dec 18, 2005 at 11:57:43PM, Pablo Povarchik - FuturaHost.Com wrote:
> 
> 	Hello
> 
> 	Surely it is within the docs, but i was unable to find it. How do we
> delete or reject many tickets at once?

Search for tickets and then click on Update multiple tickets

> 
> Thanks!
> -- 
> Pablo Povarchik de Carrasquedo
> 
> Quality Colocation and Dedicated Servers services
> Colocation facilities include Fremont California, 
> London UK and Trento Italy
> 
> +------- FuturaHost.Com - Industrial & Business Class ISP --------+
> |          Web Hosting - Dedicated Servers - Colocation
> | info at futurahost.com - http://futurahost.com/ - (+39) 0461 592710
> | Get a high quality full cabinet with 5Mbps full burst included
> |        for only ?700/month, availability also in London
> +-----------------------------------------------------------------+
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

-- 
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 daniel.kercher at web.de  Sun Dec 18 18:07:22 2005
From: daniel.kercher at web.de (Daniel Kercher)
Date: Mon, 19 Dec 2005 00:07:22 +0100
Subject: [rt-users] SQL Querries in Scrips
Message-ID: <20051218230722.GA21799@workst.intern.net>

Hello together,

I've todo SQL Querries in RT scrips. I know I could use the FromSQL
Statement, but I didnt find any description how to get the infos out
of rt.
I need to get the Priority and the Final Priority from each Ticket a
special user own.

best regards Daniel
-- 
   Gruesse Daniel

-------------------------------------------------------------------------------
ie haben die Position Ihres Mauszeigers geaendert. Bitte starten Sie
Windows neu, damit die Veraenderungen wirksam werden.


From iqbala-rt-users at qwestip.net  Sun Dec 18 18:44:15 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Sun, 18 Dec 2005 18:44:15 -0500
Subject: [rt-users] SQL Querries in Scrips
In-Reply-To: <20051218230722.GA21799@workst.intern.net>
References: <20051218230722.GA21799@workst.intern.net>
Message-ID: <20051218234415.GA26087@qwestip.net>

On Mon, Dec 19, 2005 at 12:07:22AM, Daniel Kercher wrote:
> Hello together,
> 
> I've todo SQL Querries in RT scrips. I know I could use the FromSQL
> Statement, but I didnt find any description how to get the infos out
> of rt.
> I need to get the Priority and the Final Priority from each Ticket a
> special user own.

You can do it atleast in two steps

rt ls -t ticket "queue='queue-name' and owner='owner-name'

Then collect the ticket ids and run each one like this

rt show -t ticket 12345

Hope that helps

> 
> best regards Daniel
> -- 
>    Gruesse Daniel
> 
> -------------------------------------------------------------------------------
> ie haben die Position Ihres Mauszeigers geaendert. Bitte starten Sie
> Windows neu, damit die Veraenderungen wirksam werden.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html

-- 
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 Jens.Porup at strategicdata.com.au  Mon Dec 19 01:21:54 2005
From: Jens.Porup at strategicdata.com.au (Jens Porup)
Date: Mon, 19 Dec 2005 17:21:54 +1100
Subject: [rt-users] strange MySQL problem
Message-ID: <20051219062154.GA18584@strategicdata.com.au>


Dear All,

I am replicating a production RT install on a development box.
The mysqldump produces ~600MB of data. 

The production box is running RT 3.4.1 on Debian Sarge. So is
the dev box. Both use the RT debian packages, i.e. not the tarball.

This produces two problems. 

The first problem is that 'Create Ticket' scrips fail to work.

The second problem is that the rt.log file is filling up with
errors I don't understand. See below.

The rt.log on the production box is sweet as. No errors. Very
happy. It purrs along.

But on the dev box, it is very grumpy.

What does all of this mean?

Thanks,

Jens


[Mon Dec 19 05:50:00 2005] [warning]: DBD::mysql::st execute failed: Table 'rtdb_test_copy2._2' doesn't exist at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480.
 (/usr/share/request-tracker3.4/lib/RT.pm:277)
[Mon Dec 19 05:50:00 2005] [warning]: RT::Handle=HASH(0x8770298) couldn't execute the query 'SELECT DISTINCT main.* FROM (Users main  JOIN  _2  ON ( _2.id = CachedGroupMembers_1.MemberId)) , CachedGroupMembers CachedGroupMembers_1  WHERE ((CachedGroupMembers_1.GroupId = '147751')) AND ((main.Disabled = '0')) ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494.
 (/usr/share/request-tracker3.4/lib/RT.pm:277)
[Mon Dec 19 05:50:00 2005] [warning]: DBD::mysql::st execute failed: Table 'rtdb_test_copy2._2' doesn't exist at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480.
 (/usr/share/request-tracker3.4/lib/RT.pm:277)
[Mon Dec 19 05:50:00 2005] [warning]: RT::Handle=HASH(0x8770298) couldn't execute the query 'SELECT DISTINCT main.* FROM (Users main  JOIN  _2  ON ( _2.id = CachedGroupMembers_1.MemberId)) , CachedGroupMembers CachedGroupMembers_1  WHERE ((CachedGroupMembers_1.GroupId = '147755')) AND ((main.Disabled = '0')) ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494.
 (/usr/share/request-tracker3.4/lib/RT.pm:277)
[Mon Dec 19 05:50:03 2005] [warning]: DBD::mysql::st execute failed: Table 'rtdb_test_copy2._4' doesn't exist at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480.
 (/usr/share/request-tracker3.4/lib/RT.pm:277)
[Mon Dec 19 05:50:03 2005] [warning]: RT::Handle=HASH(0x87702e0) couldn't execute the query 'SELECT DISTINCT main.* FROM (Users main  JOIN  _4  ON ( _4.id = CachedGroupMembers_3.MemberId)) , ACL ACL_1, Groups Groups_2, CachedGroupMembers CachedGroupMembers_3  WHERE ((ACL_1.RightName = 'OwnTicket')) AND ((Groups_2.id = CachedGroupMembers_3.GroupId)) AND ((main.Disabled = '0')or(main.Disabled = '0')) AND ((main.id != '1')) AND  ( (    ACL_1.PrincipalId = Groups_2.id AND ACL_1.PrincipalType = 'Group'
                AND (   Groups_2.Domain = 'SystemInternal' OR Groups_2.Domain = 'UserDefined' OR Groups_2.Domain = 'ACLEquivalence'))
                 OR ( ( (Groups_2.Domain = 'RT::Queue-Role' AND Groups_2.Instance = 21)  )  AND Groups_2.Type = ACL_1.PrincipalType) )  AND (ACL_1.ObjectType = 'RT::System' OR  (ACL_1.ObjectType = 'RT::Queue' AND ACL_1.ObjectId = 21) ) ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494.
 (/usr/share/request-tracker3.4/lib/RT.pm:277)
[Mon Dec 19 05:50:08 2005] [debug]: RT::Date used date::parse to make 2005-12-24 05:50:03 1135363803
 (/usr/share/request-tracker3.4/lib/RT/Date.pm:211)
[Mon Dec 19 05:50:08 2005] [warning]: DBD::mysql::st execute failed: Column 'TimeTaken' cannot be null at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 480.
 (/usr/share/request-tracker3.4/lib/RT.pm:277)
[Mon Dec 19 05:50:08 2005] [warning]: RT::Handle=HASH(0x8770298) couldn't execute the query 'INSERT INTO Transactions (OldReference, TimeTaken, Type, Field, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494.
 (/usr/share/request-tracker3.4/lib/RT.pm:277)







From hwagener at hamburg.fcb.com  Mon Dec 19 03:59:04 2005
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 19 Dec 2005 09:59:04 +0100
Subject: [rt-users] LDAP --RT 
In-Reply-To: <200512161234.NAA14538@ron.emn.fr>
References: <200512161234.NAA14538@ron.emn.fr>
Message-ID: <56634E37-453B-4B45-A6A6-11892EEFE7BF@hamburg.fcb.com>


Am 16.12.2005 um 13:34 schrieb Janin christian 8170:

> hello,
>
> i try tu use ldap for authenticate users.
>
> i put in the rt/lib/RT directory the file  User_Local.pm for ldap
>
> I add some information about ldap  in the file rt/etc/RT_SiteConfig.pm
>
> $LDAPExternalAuth = 1;
> $LdapServer="adress";
> $LdapUser="";
> $LdapPass="";
> $LdapBase="localbase";
> $LdapUidAttr="uid";
> $LdapFilter="(objectclass=*)";

In our instance, I had

$LdapFilter="";

everything else looks the same. Works for the last three years. Which  
LDAP server do you use?

Regards,
     Harald

-- 
Harald Wagener
Technischer Leiter

Foote Cone & Belding
FCB Wilkens
An der Alster 42
20099 Hamburg
Germany

T: +49 (0)40 2881 1252
F: +49 (0)40 2881 1217
hwagener at hamburg.fcb.com
http://www.footeconebelding.de


From yusuffaraaz at gmail.com  Mon Dec 19 04:15:45 2005
From: yusuffaraaz at gmail.com (yusuf faraaz)
Date: Mon, 19 Dec 2005 14:45:45 +0530
Subject: [rt-users] Access Rights
Message-ID: <a85629bc0512190115j3a4c7096kc0c838bae35e9ff7@mail.gmail.com>

Hi

I would like to give access to our partners and customers across the globe!!
I would appreciate if anyone could help me out in telling me what the rights
I should assign to those users who should only be able to create tickets and
view the status of the tickets they created.



Should you require any further clarification/information, please feel free
to contact the undersigned.



Thanks & Regards

Yusuf Faraaz        K. M

Chennai, India (IST)

Office - +91 44 28153515 Ext : 342   | Mobile  : +91 98842 59042 Fax +91 44
28153514      | www.isgnovasoft.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051219/b0f56017/attachment.htm>

From irene.gutierrez at gestion.unican.es  Mon Dec 19 05:18:12 2005
From: irene.gutierrez at gestion.unican.es (Gutierrez Ruesga, Irene)
Date: Mon, 19 Dec 2005 11:18:12 +0100
Subject: [rt-users] add a new field to sort
Message-ID: <F00331F5C17F5C488ECA11C8EB0F1C3C0F44BA@CLUSSVC2A.unican.es>

Hello,
I need sorting my queries by other fields different from the standard.Where I can modify the items "OrderBy" of 'Query Builder- Display Columns' to add a new field?
Cheers!
_____________________________________________________ 
Irene Guti?rrez Ruesga 
Responsable del ?rea de atenci?n al Usuario 
Servicio de Inform?tica de la Universidad de Cantabria 
gutierri <mailto:gutierri at gestion.unican.es> @gestion.unican.es       Tfn: +34 942-201181 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051219/c7136b82/attachment.htm>

From daniel.kercher at web.de  Mon Dec 19 07:39:11 2005
From: daniel.kercher at web.de (Daniel Kercher)
Date: Mon, 19 Dec 2005 13:39:11 +0100
Subject: [rt-users] SQL Querries in Scrips
In-Reply-To: <20051218234415.GA26087@qwestip.net>
References: <20051218230722.GA21799@workst.intern.net>
	<20051218234415.GA26087@qwestip.net>
Message-ID: <20051219123910.GC27227@workst.intern.net>

Am Sun, Dec 18, 2005 at 06:44:15PM -0500, schrieb Asif Iqbal:
> You can do it atleast in two steps
> 
> rt ls -t ticket "queue='queue-name' and owner='owner-name'
> 
> Then collect the ticket ids and run each one like this
> 
> rt show -t ticket 12345
> 
> Hope that helps
Thank you for the fast reply. But the mysql Querries should be done
in a rt perl script.
I could use the normal DBI function for this but I think it's easier
to take the FromSQL Statement.
Have anybody a link where I get the syntax or from which I get the
info via perldoc?

regards daniel



From AHKAPLAN at PARTNERS.ORG  Mon Dec 19 09:08:14 2005
From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.)
Date: Mon, 19 Dec 2005 09:08:14 -0500
Subject: [rt-users] Tickets appear out of sequence
Message-ID: <9C63A4713C4E3342B90428CE44806A73EC390D@PHSXMB5.partners.org>

Hi there --

 

I was going over our tickets this morning and I noticed that the tickets are
listed out of numerical order. The sequence of numbers

is the following: 3 55 54 53 50 48 40 27 56 57. The version of RT that I am
running is 3.4.4.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051219/62b532c0/attachment.htm>

From jpiszcz at servervault.com  Mon Dec 19 09:11:05 2005
From: jpiszcz at servervault.com (Piszcz, Justin)
Date: Mon, 19 Dec 2005 09:11:05 -0500
Subject: [rt-users] RT Reporting Question
Message-ID: <F8B974E70BDE1745ABB27AF04788FA00013DD2CB@mail1.dulles.sv.int>

Are there any front-ends or similar which I can use for reporting?

 

I would like to know, ie:

 

Who resolves the most amount of tickets?

Who currently has the most amount of tickets?

How long did each person work on tickets last week?

Etc?

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051219/6cf805b6/attachment.htm>

From darling at ccdc.cam.ac.uk  Mon Dec 19 09:01:19 2005
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Mon, 19 Dec 2005 14:01:19 +0000
Subject: [rt-users] Bugzilla IDs href'd in a custom field?
Message-ID: <43A6BD2F.5000506@ccdc.cam.ac.uk>

Hi

I'm trying to make the bugzilla IDs we put in tickets more visible,
by putting them into a custom field. That in itself isn't a problem, but 
making clickable URLs out of them is proving more dificult.

I've modified RT::ObjectCustomFieldValue->Content to turn a {4,6} digit 
number into:
    '<a href="...">xxxx</a>'
but something between that and the browser is turning it into
    '&lt;a href&#34;...'.

Anyone any idea where the conversion is taking place, or how I could 
protect it? Or has anyone done this sort of bugzilla integration in 
another way? Could I use a callback to achieve this?

(We're already using a variation of 
http://wiki.bestpractical.com/index.cgi?ClickableLinks but additional 
correspondence makes the links less visible)

Cheers
Toby


From sturner at MIT.EDU  Mon Dec 19 10:05:02 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 19 Dec 2005 10:05:02 -0500
Subject: [rt-users] Bugzilla IDs href'd in a custom field?
In-Reply-To: <43A6BD2F.5000506@ccdc.cam.ac.uk>
References: <43A6BD2F.5000506@ccdc.cam.ac.uk>
Message-ID: <6.2.1.2.2.20051219100133.03212cf8@po14.mit.edu>

At Monday 12/19/2005 09:01 AM, Toby Darling wrote:
>Hi
>
>I'm trying to make the bugzilla IDs we put in tickets more visible,
>by putting them into a custom field. That in itself isn't a problem, but 
>making clickable URLs out of them is proving more dificult.
>
>I've modified RT::ObjectCustomFieldValue->Content to turn a {4,6} digit 
>number into:
>    '<a href="...">xxxx</a>'
>but something between that and the browser is turning it into
>    '&lt;a href&#34;...'.
>
>Anyone any idea where the conversion is taking place, or how I could 
>protect it? Or has anyone done this sort of bugzilla integration in 
>another way? Could I use a callback to achieve this?
>
>(We're already using a variation of 
>http://wiki.bestpractical.com/index.cgi?ClickableLinks but additional 
>correspondence makes the links less visible)
>
>Cheers
>Toby

Toby,

Probably not a good idea to mix HTML into the perl API. Any kind of 
interface (web, email, perl script etc.) should be able to use the API and 
get sensible data. I'd recommend putting your code into the Mason component 
that displays the custom field.

Steve 



From sturner at MIT.EDU  Mon Dec 19 10:09:42 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 19 Dec 2005 10:09:42 -0500
Subject: [rt-users] msg cc
In-Reply-To: <a06210200bfc928aa8ceb@[192.168.0.106]>
References: <a06210200bfc928aa8ceb@[192.168.0.106]>
Message-ID: <6.2.1.2.2.20051219100650.032282d0@po14.mit.edu>

At Friday 12/16/2005 09:30 PM, Mike Richardson wrote:
>We just found that when you reply to a message, and add a cc to that 
>reply, it doesn't get sent.
>
>the history shows the RT Send at the top of the message like this
>
>RT-Send-CC:     eric
>
>but in the outgoing mail, it doesn't get sent (and of course never arrives).
>
>If we add those same people to the regular CC under the people section, it 
>works.
>
>Any idea what we need to adjust to make the msg CCs work?
>
>Thanks!

Mike,

What scrips do you have configured globally & for the queue? One-time Ccs 
(what you describe) are counted as 'other recipients' in the scrip 
processing - so you'll need to have a scrip something like 'On Correspond 
Notify Other Recipients with template Correspondence'.

Steve 



From noyler at khimetrics.com  Mon Dec 19 10:22:09 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Mon, 19 Dec 2005 08:22:09 -0700
Subject: [rt-users] Bugzilla IDs href'd in a custom field?
Message-ID: <59B15593F41BD24591D59436E7226EAD0300A5B2@Khiphx2.khimetrics.com>

I use, the "refers to" field for bugzilla ID's. works well. Makes link.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Stephen Turner
> Sent: Monday, December 19, 2005 8:05 AM
> To: Toby Darling; rt-users
> Subject: Re: [rt-users] Bugzilla IDs href'd in a custom field?
> 
> At Monday 12/19/2005 09:01 AM, Toby Darling wrote:
> >Hi
> >
> >I'm trying to make the bugzilla IDs we put in tickets more visible,
> >by putting them into a custom field. That in itself isn't a problem,
but
> >making clickable URLs out of them is proving more dificult.
> >
> >I've modified RT::ObjectCustomFieldValue->Content to turn a {4,6}
digit
> >number into:
> >    '<a href="...">xxxx</a>'
> >but something between that and the browser is turning it into
> >    '&lt;a href&#34;...'.
> >
> >Anyone any idea where the conversion is taking place, or how I could
> >protect it? Or has anyone done this sort of bugzilla integration in
> >another way? Could I use a callback to achieve this?
> >
> >(We're already using a variation of
> >http://wiki.bestpractical.com/index.cgi?ClickableLinks but additional
> >correspondence makes the links less visible)
> >
> >Cheers
> >Toby
> 
> Toby,
> 
> Probably not a good idea to mix HTML into the perl API. Any kind of
> interface (web, email, perl script etc.) should be able to use the API
and
> get sensible data. I'd recommend putting your code into the Mason
> component
> that displays the custom field.
> 
> Steve
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html


From sturner at MIT.EDU  Mon Dec 19 10:25:14 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 19 Dec 2005 10:25:14 -0500
Subject: [rt-users] DBIx::SearchBuilder 1.36
In-Reply-To: <20051202231742.GL18155@bestpractical.com>
References: <20051202231742.GL18155@bestpractical.com>
Message-ID: <6.2.1.2.2.20051219102146.032c34a0@po14.mit.edu>

At Friday 12/2/2005 06:17 PM, Jesse Vincent wrote:
>DBIx::SearchBuilder is currently winging its way to a CPAN mirror near
>you.  This version should fix the "Attribute::Name is undefined" error
>folks have been seeing.
>
>Jesse

Jesse,

I recently upgraded to SB 1.36 and am now seeing this error frequently - it 
occurs on an uncustomized RT 3.4.2 when displaying the Query Builder page. 
This is a Solaris machine, the database is mysql and it's an Apache 1.3.29 
server with modperl. Let me know if there's any more info you might need.

Steve



error:  RT::Attribute::Name Unimplemented in RT::Attributes. 
(/var/rt3/lib/RT/Attributes_Overlay.pm line 79)

context:
...
492:    else {
493:    my ( $package, $filename, $line );
494:    ( $package, $filename, $line ) = caller;
495:
496:    die "$AUTOLOAD Unimplemented in $package. ($filename line $line) 
\n";
497:    }
498:
499:    }
500:
...
code 
stack:     /var/local/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:496
/var/rt3/lib/RT/Attributes_Overlay.pm:79
/var/rt3/lib/RT/Attributes_Overlay.pm:71
/var/rt3/lib/RT/Attributes_Overlay.pm:86
/var/rt3/lib/RT/Attributes_Overlay.pm:117
/var/rt3/share/html/Search/Elements/SelectSearchesForObjects:58
/var/rt3/share/html/Search/Elements/EditSearches:75
/var/rt3/share/html/Search/Build.html:79
/var/rt3/share/html/autohandler:215

raw error 



From darling at ccdc.cam.ac.uk  Mon Dec 19 10:36:15 2005
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Mon, 19 Dec 2005 15:36:15 +0000
Subject: [rt-users] Bugzilla IDs href'd in a custom field?
In-Reply-To: <59B15593F41BD24591D59436E7226EAD0300A5B2@Khiphx2.khimetrics.com>
References: <59B15593F41BD24591D59436E7226EAD0300A5B2@Khiphx2.khimetrics.com>
Message-ID: <43A6D36F.8010504@ccdc.cam.ac.uk>

Nathan Oyler wrote:

 >>>I'm trying to make the bugzilla IDs we put in tickets more visible,
 >>>by putting them into a custom field. That in itself isn't a problem,

> I use, the "refers to" field for bugzilla ID's. works well. Makes link.

Thanks Nathan, I hadn't noticed you could put anything other than ticket 
IDs in there. Sorted.

RT rocks! My thanks to the list, and BP team.

Cheers
Toby


From mike at remc1.org  Mon Dec 19 11:11:17 2005
From: mike at remc1.org (Michael Richardson)
Date: Mon, 19 Dec 2005 11:11:17 -0500
Subject: [rt-users] msg cc
In-Reply-To: <6.2.1.2.2.20051219100650.032282d0@po14.mit.edu>
References: <a06210200bfc928aa8ceb@[192.168.0.106]>
	<6.2.1.2.2.20051219100650.032282d0@po14.mit.edu>
Message-ID: <a06230904bfcc8bce3dba@[172.17.12.15]>

>What scrips do you have configured globally & for the queue? 
>One-time Ccs (what you describe) are counted as 'other recipients' 
>in the scrip processing - so you'll need to have a scrip something 
>like 'On Correspond Notify Other Recipients with template 
>Correspondence'.
>
>Steve

Thanks, that was it!

Some unnamed person didn't think we needed those, so deleted them.....

RT, and the user support, is awesome!

Thanks again.
-- 
Michael Richardson			CompTIA A+ certified
REMC1 Technical Services Manager	http://www.remc1.org
PO Box 270			(906) 482-4520  x240
809 Hecla St			(906) 482-5031 fax
Hancock, MI  49930			(906) 370 5911 mobile

TWICE President			http://www.twice.cc


From ant at suave.net  Mon Dec 19 12:02:39 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Mon, 19 Dec 2005 12:02:39 -0500
Subject: [rt-users] search for 'me'
In-Reply-To: <589c94400512151435g76cea410q233c54c259b7ce99@mail.gmail.com>
References: <20051215212918.GA18071@suave.net>
	<589c94400512151435g76cea410q233c54c259b7ce99@mail.gmail.com>
Message-ID: <20051219170239.GA30980@suave.net>


  Thanks, this helped a lot... I had to add a CurrentUserName to match
requestor.name but I knew where to add it, at least. Good stuff!

On Fri, Dec 16, 2005 at 01:35:56AM +0300, Ruslan Zakirov wrote:
> you can add it from Advanced tab with __CurrentUser__ token. Try to go
> to preferences tab there is now options to change home page and
> searches that are used to build default home page and at least "#XX
> tickets I own" search use this trick.
> 
> On 12/16/05, Anthony R. J. Ball <ant at suave.net> wrote:
> >
> > I am upgrading to 3.5.6 and was noticing that the system lets
> > you save systemwide searches, which is nice, but is there a
> > way to generically save a search that will search for things
> > matching that user, like, Owner = User or Requestor = User?
> >
> > That would seem to make them much more useful...
> >
> > If there isn't, where would be the best place to hack that in?
> >
> > --
> >      www.suave.net - Anthony Ball - ant at suave.net
> >         OSB - http://rivendell.suave.net/Beer
> > -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
> > Somewhere in the distance, a lonely dog barks.  -SLR
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > San Francisco - Find out more at http://bestpractical.com/services/training.html
> >
> 
> 
> --
> Best regards, Ruslan.
> 

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
There's more than one way to skin a cat.  Get a sander!



From phanoko at yahoo.com  Mon Dec 19 12:14:48 2005
From: phanoko at yahoo.com (Phanoko)
Date: Mon, 19 Dec 2005 09:14:48 -0800 (PST)
Subject: [rt-users] Custom Fields and drop downs
In-Reply-To: <20051219170239.GA30980@suave.net>
Message-ID: <20051219171448.55330.qmail@web53906.mail.yahoo.com>

Does anyone know of a way to create a custom field
that is a drop down???
If you did I'd buy you lunch if you come to Vegas.  
Dig..

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From noyler at khimetrics.com  Mon Dec 19 12:49:06 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Mon, 19 Dec 2005 10:49:06 -0700
Subject: [rt-users] Question concerning moving a ticket and assigning to
	member of new queue.
Message-ID: <59B15593F41BD24591D59436E7226EAD0300A78D@Khiphx2.khimetrics.com>

I'm working on trying to allow users to assign a ticket to a queue, and
to a member in that queue within a decent workflow.

I've added in a section for changing a queue within a reply or comment
(update). In this way you can change the queue, but the users within do
not update. So you can comment, change the queue, set the owner to
nobody. 

Then click on people and assign to who you'd like. Not terrible, but it
could be better.

I was thinking, I use Dick Pape's ForkAskQueue.html from
http://page.mi.fu-berlin.de/~pape/rt3screenshots/

This gives me the ability to create a pretask or a posttask, and asks
for the queue first to be able to correctly assign the information.

I'm thinking a similar thing may be good for moving a ticket and
assigning a user. Specify which queue you want it moved to, then it will
move the ticket, and give you the update page with the information all
filled in (although now thinking about it, would the user still have
access to update for a comment.. I guess they'd still be the owner at
this time, have to think about that some more.)

Anyway, Does this seem like a reasonable thing to do? Am I reinventing
something that may already exist in a newer version of RT (currently on
3.4.2)

What do you do to allow users to move a ticket into a new queue and
assign an owner, maybe I'm missing something extremely obvious?

Thanks.


From josh.kuperman at gmail.com  Mon Dec 19 12:52:40 2005
From: josh.kuperman at gmail.com (Josh Kuperman)
Date: Mon, 19 Dec 2005 12:52:40 -0500
Subject: [rt-users] customize rt for use in public library
Message-ID: <F50A4264-622B-43F5-9586-0A7BE48EA48E@gmail.com>

I am setting up RT for a public library. Public libraries have become  
common places for people to use computers. We don't set up accounts  
but I'd like to integrate RT so at least inside the library anyone  
with a tech complaint can tell us what ain't working.

I have two goals but they involve a lot of customization of the  
interface. Basically we have three groups of people library technical  
staff - (me), library staff, and the public. Unlike schools and  
colleges, we have a lot of people who just use our computers without  
a login.

I have noticed a lot of prior discussion of anonymous submission etc.  
I need to customize our interface so anyone can just create a login  
(or perhaps with no logon) submit a problem. I would love to hear if  
there are any other public libraries or similar situations. For that  
matter it might even be nice if staff account creation was initiated  
by staff, when they first used the system since some won't care or  
would just want to mail it it like the public.

The second concern is integration with our web site. We have a bunch  
of css style sheets and images that we use to provide some branding.  
I would like to integrate that so that we at the very least have a  
page where anyone can see that they are in the library and initiate a  
ticket either anonymously or through email. (though they would have  
to email it from elsewhere because since we aren't giving out  
accounts the emails have to come from all over - but they would still  
need a way to follow the resolution on the web site (or not). Again  
trying to get in touch with someone with similar experiences.

Finally, our web server serves pages both inside on our 172.16.10.x  
network as well as from the outside. I do want anyone in the library  
to be able to initiate a ticket anonymously. Do I want to verify  
people outside the library? Not really, but the information I'dl like  
to record my be different. For example is someone is sending me a  
"this machine is broken" message I would like to capture the  
machine's info. The library patron wouldn't know but the web logs  
would. So can I have one instance of rt server multiple sites; say  
inside and outside a net and capture info from both.

Sorry about the length but really wasn't sure if anyone had done all  
of this before.


--
Josh Kuperman
josh.kuperman at gmail.com

PS has anyone set up a script to save multiple groups of settings, so  
that I could try something out - save that setting, then go over with  
some other people what would look best and just switch back and forth.



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051219/6e364f48/attachment.htm>

From noyler at khimetrics.com  Mon Dec 19 13:14:24 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Mon, 19 Dec 2005 11:14:24 -0700
Subject: [rt-users] Custom Fields and drop downs
Message-ID: <59B15593F41BD24591D59436E7226EAD0300A7CD@Khiphx2.khimetrics.com>


> Does anyone know of a way to create a custom field
> that is a drop down???
> If you did I'd buy you lunch if you come to Vegas.
> Dig..
> 

http://archives.free.net.ph/message/20050714.184853.70ff308e.en.html

The archives have a ton of nifty information.


From dshannon at techfluent.com  Mon Dec 19 15:05:52 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Mon, 19 Dec 2005 14:05:52 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB69F@TF-FS2.internal.techfluent.com>

Hi-

Im interested in installing the RTx Shredder, and I see in the wiki that
as of the most recent version "As of 12/5/2005 version 0.1.6 this
package uses the RTx installer and package system."

I looked around the wiki, searched the mailing lists for "RTx" and read
thru quite a bit of the results, but saw no definitive info on what the
RTx installer and package system was/is.

Can someone point me towards it or clarify if it doesn't exist?

Thanks
duncan


From flatten at ecs.umass.edu  Mon Dec 19 15:25:00 2005
From: flatten at ecs.umass.edu (Davin Flatten)
Date: Mon, 19 Dec 2005 15:25:00 -0500
Subject: [rt-users] Changing a transaction content in a custom action?
Message-ID: <43A7171C.4000808@ecs.umass.edu>

Hello-

This might be a simple question but I am unsure how to do the 
following:  Is it possible to change the content of 
$self->TransactionObj->ContentObj->SetContent VALUE in Custom action 
preparation code?  I am trying to take an web based email generated by 
Metadot an transform the email into an RT ticket that has custom fields, 
subject, etc.. by parsing the email's contents.  I am sure it's been 
done before.  If anyone has examples I would love to see them.

Thanks!
Davin Flatten


From kfh at mqsoftware.com  Mon Dec 19 15:33:36 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Mon, 19 Dec 2005 14:33:36 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A3E@mailservermn.mqsoftware.com>

Ermm.  I think you mean RTx Statistics, not RTx Shredder, no?

Here's a link to a CPAN search for RTx, you'll see several things,
including Module::Install::RTx which is the tool you use to build RTx
installers...

http://search.cpan.org/search?query=RTx&mode=all


-- 

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


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Duncan Shannon
> Sent: Monday, December 19, 2005 2:06 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RTx installer and package system??
> 
> Hi-
> 
> Im interested in installing the RTx Shredder, and I see in the wiki
that
> as of the most recent version "As of 12/5/2005 version 0.1.6 this
> package uses the RTx installer and package system."
> 
> I looked around the wiki, searched the mailing lists for "RTx" and
read
> thru quite a bit of the results, but saw no definitive info on what
the
> RTx installer and package system was/is.
> 
> Can someone point me towards it or clarify if it doesn't exist?
> 
> Thanks
> duncan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



From jra at baylink.com  Mon Dec 19 16:37:09 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 19 Dec 2005 16:37:09 -0500
Subject: [rt-users] customize rt for use in public library
In-Reply-To: <F50A4264-622B-43F5-9586-0A7BE48EA48E@gmail.com>;
	from Josh Kuperman <josh.kuperman@gmail.com> on Mon, Dec 19, 2005
	at 12:52:40PM -0500
References: <F50A4264-622B-43F5-9586-0A7BE48EA48E@gmail.com>
Message-ID: <20051219163709.B4226@cgi.jachomes.com>

On Mon, Dec 19, 2005 at 12:52:40PM -0500, Josh Kuperman wrote:
>    I  need  to  customize our interface so anyone can just create a login
>    (or  perhaps  with no logon) submit a problem. I would love to hear if
>    there  are  any other public libraries or similar situations. For that
>    matter  it  might even be nice if staff account creation was initiated
>    by  staff,  when  they  first used the system since some won't care or
>    would just want to mail it it like the public.

Well, remember that RT interfaces with email.  For your staff, and for
patrons who have email and, perhaps, are using your access to get to
it, they can merely send email to "helpdesk at your.domain.name" (or
whatever alias suits you).

For people who have no email at all, you could set up a web form that
prompted for the right stuff (including some other contact method), and
sent an email to 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

	"Space is called 'space' because there's so much *space* there."
		- John Walker, of Fourmilab, on Trek's End


From lvanderf at internode.com.au  Mon Dec 19 17:32:54 2005
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 20 Dec 2005 09:02:54 +1030
Subject: [rt-users] RT::Transactions->count
Message-ID: <43A73516.7070002@internode.com.au>

Hi.

I've written an Element that writes individual ticket loading times to a 
file.
This file is then read by an html page.
The html page takes a ticket ID and retrieves a Transactions object for 
that ticket.
It then wants to count the number of transactions on the ticket.
I had this working on one machine (solaris 9) with the following code:

$ticket = new RT::Ticket($RT::SystemUser);
$ticket->Load($id);
$transactions = $ticket->Transactions;
$numtrans = $transactions->count;

Then I transferred the code to another solaris machine (the production 
box) and it hiccups on 'count'  with the following message:

Can't locate object method "count" via package "RT::Transactions"

Why would that be?
Puzzling.

Any suggestions appreciated.
Kind regards.

-- 
Luke

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051220/b229f9c2/attachment.htm>

From alexmv at bestpractical.com  Mon Dec 19 17:40:23 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 19 Dec 2005 17:40:23 -0500
Subject: [rt-users] RT::Transactions->count
In-Reply-To: <43A73516.7070002@internode.com.au>
References: <43A73516.7070002@internode.com.au>
Message-ID: <1135032023.5354.15.camel@localhost>

On Tue, 2005-12-20 at 09:02 +1030, Luke Vanderfluit wrote:
> [snip] Why would that be?

Change it to $transactions->Count (note the uppercase) and it should
work.  DBIx::SearchBuilder allows you to use under_score'd versions of
all of the methods if you happen to have the 'capitalization' module
installed.  Of course, as you found out, this makes the code
non-portable.  For instance, it bit us as well in the RTFM 2.2.0RC1
release.  This makes the 'capitalization' code kinda irritating; Jesse
calls it a "failed experiment," I call it a "silly hack." 
  Luckily, we went back and did it right for Jifty::DBI, but that won't
help the RT codebase for a while yet. ;>
- Alex


From lvanderf at internode.com.au  Mon Dec 19 22:27:00 2005
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Tue, 20 Dec 2005 13:57:00 +1030
Subject: [rt-users] using command line tool
Message-ID: <43A77A04.4050001@internode.com.au>

Hi.

I'm trying to use the command line tool on a box running rt3.4.4.
I've created a .rtrc file in the directory I'm running the rt command 
line tool from.
It looks like this:

/~~~~~~~~~~~~~~~~~~~~~~~~~~~~
server http://192.83.231.97
user foo
passwd foopass
\____________________________

then I try to run ./rt show ticket/<number>
but get the following error:
rt: Server error: Authorization Required (401)

it's obviously asking for authentication through the web server but I 
can't figure out why it's doing this.

Authentication for the box is through radius.
I've entered both a user:password combination from both radius and the 
rt database (root) that we're using, no luck.

Any hints appreciated.
Kind regards.
Luke.


-- 
Luke



From iqbala-rt-users at qwestip.net  Mon Dec 19 22:47:28 2005
From: iqbala-rt-users at qwestip.net (Asif Iqbal)
Date: Mon, 19 Dec 2005 22:47:28 -0500
Subject: [rt-users] using command line tool
In-Reply-To: <43A77A04.4050001@internode.com.au>
References: <43A77A04.4050001@internode.com.au>
Message-ID: <20051220034728.GA26378@qwestip.net>

This is how mine is working.

In the rt script I changed the server value like this for the %config
hash.

server  => 'https://rt.masking.my.domain/',

And cat .rtrc shows this

user iqbala

It asked for the password for first time and then automatically created
a .rt_sessions
file and then never asked my password again.

cat .rt_sessions

https://rt.masking.my.domain/ iqbala RT%20Systems.443=6b65a34fd1aa299f97de8545e04c

Hope this helps

On Tue, Dec 20, 2005 at 01:57:00PM, Luke Vanderfluit wrote:
> Hi.
> 
> I'm trying to use the command line tool on a box running rt3.4.4.
> I've created a .rtrc file in the directory I'm running the rt command 
> line tool from.
> It looks like this:
> 
> /~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> server http://192.83.231.97
> user foo
> passwd foopass
> \____________________________
> 
> then I try to run ./rt show ticket/<number>
> but get the following error:
> rt: Server error: Authorization Required (401)
> 
> it's obviously asking for authentication through the web server but I 
> can't figure out why it's doing this.
> 
> Authentication for the box is through radius.
> I've entered both a user:password combination from both radius and the 
> rt database (root) that we're using, no luck.
> 
> Any hints appreciated.
> Kind regards.
> Luke.
> 
> 
> -- 
> Luke
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html

-- 
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 lwang at clusterfs.com  Mon Dec 19 23:10:46 2005
From: lwang at clusterfs.com (lwang)
Date: Tue, 20 Dec 2005 12:10:46 +0800
Subject: [rt-users] CLI and groups
In-Reply-To: <439D6F29.60103@rzg.mpg.de>
References: <439D6F29.60103@rzg.mpg.de>
Message-ID: <43A78446.3050306@clusterfs.com>

Yes, I suffered the same problem.

Christof Hanke wrote:
> Hello List,
> 
> sorry if this was answered before, but I couldn't find it anywhere.
> In RT 3.4.4, the CLI apparently cannot deal with groups, but users are 
> fine :
> e.g.:
> 
> # rt  show -t user 1
> 
> works fine :
> 
> id: user/1
> Name: RT_System
> Password: ********
> EmailAddress:
> RealName: The RT System itself
> Comments: Do not delete or modify this user. It is integral to RT's 
> internal database structures
> 
> Whereas :
> 
> # rt  show -t group 1
> 
> gives :
> 
> # Unknown object type: group
> 
> id: group/1
> 
> 
> I am quite puzzled about this since the docs and the book "RT 
> Essentials" explicitly say that groups are manageable with the CLI.
> 
> Any hints if I'm doing sth wrong ?
> Thanks,
> 
> Christof
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html



From lwang at clusterfs.com  Mon Dec 19 23:18:11 2005
From: lwang at clusterfs.com (lwang)
Date: Tue, 20 Dec 2005 12:18:11 +0800
Subject: [rt-users] CLI issues from Web form
In-Reply-To: <71d409510512071139h1169b96g2decf4ca1ef1fc12@mail.gmail.com>
References: <71d409510512071139h1169b96g2decf4ca1ef1fc12@mail.gmail.com>
Message-ID: <43A78603.7070405@clusterfs.com>

CLI doesn't support setting custom field value.
Due must be in the format of "YYYY-MM-DD HH:MM:SS".


Ace Macleod wrote:
> Hi,
> I'm new to this mailing list so please forgive me if I'm a bit ignorant.
> Ok, I have an issue with a web form I'm creating for our internal users.
> I want to be able to allow internal users (who do not necessarily have
> an account on RT)
> to be able to send in a request using this form I created on our
> intranet to us and automagically generate an RT Ticket.
> 
> Now here is what I do:
> - I have a form that asks for general information plus a few custom
> fields for a request that goes into a pre-specified queue
> - I wrote a CGI to handle the request utilizing the CLI modules RT has
> within its installation.
> - A ticket gets created however, none of the custom fields are
> inserted, my due-date isn't set and I get an error on the back-end
> server:
> 
> -----------------------------
> [Wed Dec 07 14:13:51 2005] [error] [client 10.3.46.87] [Wed Dec  7
> 19:13:51 2005] [error]: Scrip Commit 3 died. - Compilation error at
> /usr/local/perl5.8.7/lib/site_perl/5.8.7/Mail/Mailer.pm line 245.,
> referer: http://intranet2.detroitk12.org/admin/is/webRequest/
> [Wed Dec 07 14:13:51 2005] [error] [client 10.3.46.87] 
> (/opt/rt3/lib/RT/Scrip_Overlay.pm:515), referer:
> http://intranet2.detroitk12.org/admin/is/webRequest/
> 
> -----------------------------
> 
> I've checked my perl installation and the CPAN'd module to make sure
> I've got the latest Mail::Mailer perl module.
> 
> Here is the code fragment I use when making the CLI call:
> 
> ----------------------------
> my $ticket = new RT::Ticket($CurrentUser);
> my $ticket_body = MIME::Entity->build(Data => $body, Type => 'text/plain');
> my %ticket_vals = ( Queue => 'Web',
> 		    Subject => "RT Web Request - $query->{requestSubject}",
> 		    Owner => 'Nobody',
> 		    Requestor => $query->{emailAddress},
> 		    InitialPriority => $query->{priority},
> 		    FinalPriority => '1',
> 		    Due => $dueDateTime,
> 		    'FullName' => $query->{fullName},
> 		    'Location' => $query->{location},
> 		    'SiteAddress' => $query->{siteAddress},
> 		    'PhoneNumber' => $query->{phoneNumber},
> 		    'FaxNumber' => $query->{faxNumber},
> 		    'RequestType' => $query->{requestType},
> 		    'EmailAddress' => $query->{emailAddress},
> 		    MIMEObj => $ticket_body,
> 		  );
> my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals);
> ----------------------------
> 
> I ripped most of the code off of the CLIBasics chapter in the RT Documentation.
> 
> Can anyone help me please?
> --
> - Ace Macleod -
> http://www.bandxusa.com
> "If God has a master plan. That only he understands. I hope it's your
> eyes he's seeing through."
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html



From lwang at clusterfs.com  Mon Dec 19 23:35:36 2005
From: lwang at clusterfs.com (lwang)
Date: Tue, 20 Dec 2005 12:35:36 +0800
Subject: [rt-users] Getting custom field values by CLI?
In-Reply-To: <20051220034728.GA26378@qwestip.net>
References: <43A77A04.4050001@internode.com.au>
	<20051220034728.GA26378@qwestip.net>
Message-ID: <43A78A18.30605@clusterfs.com>

Hi there,

Does the newest RT-3.5.6 support getting/setting custom field values by CLI?

Thanks.

- Wang


From lwang at clusterfs.com  Mon Dec 19 23:42:19 2005
From: lwang at clusterfs.com (lwang)
Date: Tue, 20 Dec 2005 12:42:19 +0800
Subject: [rt-users] Getting custom field values by CLI?
Message-ID: <43A78BAB.7040704@clusterfs.com>

Hi there,

Does the newest RT-3.5.6 support getting/setting custom field values by CLI?

Thanks.

- Wang


From george at alink.co.za  Tue Dec 20 05:18:34 2005
From: george at alink.co.za (George Barnett)
Date: Tue, 20 Dec 2005 10:18:34 +0000
Subject: [rt-users] BUG: MySQL dump of database now attachments dont
	display
In-Reply-To: <43A1898E.50202@alink.co.za>
References: <43A1898E.50202@alink.co.za>
Message-ID: <43A7DA7A.3070306@alink.co.za>

George Barnett wrote:
> Is there any magic I need to do to dump/restore?
> 
> I'm missing all the images - they're broken now.

For the Google cache (and anybody else backing up by mysqldump):

When doing a standard MySQL mysqldump (mysqldump -u -p rt3), the
Attachments table will be broken when reimported.  This will result in
broken or corrupted binary files, such as jpeg, tiff, etc.

Apparently, the change was made back in RT 2 from LONGBLOB to LONGTEXT
for case insensitive searching.

The solution to this is to add --compatible=ansi which will allow for a
usable MySQL backup of the database without borked binary attachments.

Cheers,

George



-- 
George Barnett
Reality Engineer

m: (+44) 797 457 1868
e: george at alink.co.za

The universe seems neither benign nor hostile, merely indifferent.
		-- Sagan


From dshannon at techfluent.com  Tue Dec 20 09:46:40 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 20 Dec 2005 08:46:40 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB6B7@TF-FS2.internal.techfluent.com>

> Ermm.  I think you mean RTx Statistics, not RTx Shredder, no?
> 

Yes, I mean RTx Statistics


> Here's a link to a CPAN search for RTx, you'll see several things,
> including Module::Install::RTx which is the tool you use to build RTx
> installers...
> 
> http://search.cpan.org/search?query=RTx&mode=all

I was asking about this reference to an "RTx Installer"

On Page: 

http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage

"As of 12/5/2005 version 0.1.6 this package uses the RTx installer and
package system."


What is the RTx installer? 

Does that mean its something that should be used to install all RTx*
pieces or is it something that people who write RTx should use to
facilitate the RTx software installs?  

I read the line about the RTx installer and package system and thought
there was some non CPAN way that should be used to install RTx* things
and then when searching for any info about the "RTx Installer and
package system" I got very very little, so thus the root of my
confusion.

thanks


From kfh at mqsoftware.com  Tue Dec 20 09:51:11 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 20 Dec 2005 08:51:11 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A5B@mailservermn.mqsoftware.com>


> -----Original Message-----
> From: Duncan Shannon [mailto:dshannon at techfluent.com]
> Sent: Tuesday, December 20, 2005 8:47 AM
> To: Kelly F. Hickel; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RTx installer and package system??
> 
> > Ermm.  I think you mean RTx Statistics, not RTx Shredder, no?
> >
> 
> Yes, I mean RTx Statistics
> 
> 
> > Here's a link to a CPAN search for RTx, you'll see several things,
> > including Module::Install::RTx which is the tool you use to build
RTx
> > installers...
> >
> > http://search.cpan.org/search?query=RTx&mode=all
> 
> I was asking about this reference to an "RTx Installer"
> 
> On Page:
> 
> http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage
> 
> "As of 12/5/2005 version 0.1.6 this package uses the RTx installer and
> package system."
> 
> 
> What is the RTx installer?
> 
> Does that mean its something that should be used to install all RTx*
> pieces or is it something that people who write RTx should use to
> facilitate the RTx software installs?
> 
> I read the line about the RTx installer and package system and thought
> there was some non CPAN way that should be used to install RTx* things
> and then when searching for any info about the "RTx Installer and
> package system" I got very very little, so thus the root of my
> confusion.
> 
> thanks
Duncan,
	I wrote the phrase you're referring to, and I can tell you that
I specifically meant Module::Install::RTx.  The entire comment meant
that now the Statistics package was being built with this tool, and
distributed as are other RTx modules.

-- 

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




From dshannon at techfluent.com  Tue Dec 20 10:03:40 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 20 Dec 2005 09:03:40 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB6B8@TF-FS2.internal.techfluent.com>

> 	I wrote the phrase you're referring to, and I can tell you that
> I specifically meant Module::Install::RTx.  The entire comment meant
> that now the Statistics package was being built with this tool, and
> distributed as are other RTx modules.


and how are the others being distributed? Via CPAN?

duncan



From kfh at mqsoftware.com  Tue Dec 20 10:05:56 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 20 Dec 2005 09:05:56 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A5F@mailservermn.mqsoftware.com>

Yes, they are available on CPAN.  As I wrote earlier this month,
RTx::Statistics will also be on CPAN, once I have time to get it
uploaded.

I was hoping for a bit more feedback before putting it on CPAN, I think
there have been two people that let me know they're using it, one of
them is having problems, so at the moment, we're one for two, not so
great....

-- 

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


> -----Original Message-----
> From: Duncan Shannon [mailto:dshannon at techfluent.com]
> Sent: Tuesday, December 20, 2005 9:04 AM
> To: Kelly F. Hickel; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RTx installer and package system??
> 
> > 	I wrote the phrase you're referring to, and I can tell you that
> > I specifically meant Module::Install::RTx.  The entire comment meant
> > that now the Statistics package was being built with this tool, and
> > distributed as are other RTx modules.
> 
> 
> and how are the others being distributed? Via CPAN?
> 
> duncan




From btmanmeh at verizon.net  Tue Dec 20 10:19:41 2005
From: btmanmeh at verizon.net (Max)
Date: Tue, 20 Dec 2005 10:19:41 -0500
Subject: [rt-users] RTx installer and package system??
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A5F@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A5F@mailservermn.mqsoftware.com>
Message-ID: <43A8210D.5040701@verizon.net>

Kelly F. Hickel wrote:
> 
> I was hoping for a bit more feedback before putting it on CPAN, I think
> there have been two people that let me know they're using it, one of
> them is having problems, so at the moment, we're one for two, not so
> great....
> 

I am also using Statistics. I grabbed the latest version you had up, 
0.1.6, I believe and it loaded right up. I'm running RT 3.4.4 and 
haven't had any issues with it so far. It's a nice little add on.

Max



From dshannon at techfluent.com  Tue Dec 20 10:30:49 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Tue, 20 Dec 2005 09:30:49 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB6BC@TF-FS2.internal.techfluent.com>

> 
> I was hoping for a bit more feedback before putting it on CPAN, I
think
> there have been two people that let me know they're using it, one of
> them is having problems, so at the moment, we're one for two, not so
> great....
> 



A ha.

OK, so grab the source, do the normal install... will do and give you
some feedback too :)

duncan 



From Kolly.Mars at noaa.gov  Tue Dec 20 15:39:59 2005
From: Kolly.Mars at noaa.gov (Kolly Mars)
Date: Tue, 20 Dec 2005 20:39:59 +0000
Subject: [rt-users] Spontaneous logouts
In-Reply-To: <026101c5f217$af5f86d0$52c593c3@tiger>
References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com>
	<20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov>
	<589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com>
	<43847312.4070007@noaa.gov> <43847BA6.4050504@ucrwcu.rwc.uc.edu>
	<4384C369.60906@noaa.gov> <026101c5f217$af5f86d0$52c593c3@tiger>
Message-ID: <43A86C1F.7070709@noaa.gov>

I corrected some of the logging options.  I am getting info in the
rt.log now.  I am seeing things like::

[Tue Dec 20 20:37:12 2005] [warning]: Attempt to free unreferenced
scalar: SV 0xaff89b8, Perl interpreter: 0xab1f588 at
/var/rt/html/User/Prefs.html line 27.
 (/usr/lib/rt/RT.pm:247)
[Tue Dec 20 20:37:12 2005] [warning]: Attempt to free unreferenced
scalar: SV 0xa13b148, Perl interpreter: 0xab1f588 at
/var/rt/html/User/Prefs.html line 38.
 (/usr/lib/rt/RT.pm:247)
[Tue Dec 20 20:37:12 2005] [warning]: Attempt to free unreferenced
scalar: SV 0xb0511dc, Perl interpreter: 0xab1f588 at
/var/rt/html/User/Prefs.html line 60.
 (/usr/lib/rt/RT.pm:247)
[Tue Dec 20 20:37:12 2005] [warning]: Attempt to free unreferenced
scalar: SV 0xb05e324, Perl interpreter: 0xab1f588 at
/var/rt/html/User/Prefs.html line 83.
 (/usr/lib/rt/RT.pm:247)
[Tue Dec 20 20:37:12 2005] [warning]: Attempt to free unreferenced
scalar: SV 0xb05e318, Perl interpreter: 0xab1f588 at
/var/rt/html/User/Prefs.html line 107.
 (/usr/lib/rt/RT.pm:247)
[Tue Dec 20 20:37:12 2005] [warning]: Attempt to free unreferenced
scalar: SV 0xb07f02c, Perl interpreter: 0xab1f588 at
/var/rt/html/User/Prefs.html line 148.
 (/usr/lib/rt/RT.pm:247)
[Tue Dec 20 20:37:12 2005] [warning]: Attempt to free unreferenced
scalar: SV 0xb07ef18, Perl interpreter: 0xab1f588 at
/var/rt/html/Elements/Submit line 59.


Thanks again
KM

Raed El - Hames wrote:
> Kolly;
> have you checked the health of your sessions table .. also the fact that
> your rt.log is empty is a bit suspect ..set your logging to debug ..tail -f
> your rt.log and click few tabs on your rt instance then read what you get in
> your rt.log.
> 
> Roy
> ----- Original Message ----- 
> From: "Kolly Mars" <Kolly.Mars at noaa.gov>
> To: "Drew Barnes" <barnesaw at ucrwcu.rwc.uc.edu>
> Cc: "Ruslan Zakirov" <ruslan.zakirov at gmail.com>;
> <rt-users at lists.bestpractical.com>
> Sent: Wednesday, November 23, 2005 7:30 PM
> Subject: Re: [rt-users] Spontaneous logouts
> 
> 
> 
>>I had 1.6-1 initially,  found an rpm for 1.80-1.  installed it and found
>>no difference.  Could there be a stting in apache config that would
>>cause something like this?  My apache setup is generic, I am running
>>this on an evaluation server that is just build for testing RT.
>>
>>Thanks for all the help you all have given already.  Any additional
>>suggestions are appreciated.
>>
>>Drew Barnes wrote:
>>
>>>
>>>Kolly Mars wrote:
>>>
>>>
>>>>I have nothing in my rt.log.  I am using RT 3.0.10-3.  RT and all the
>>>>perl stuff was installed using the rpms.
>>>>
>>>>Using apache 2.0.59, perl-5.8.5, mysql-4.1.12, RHEL4
>>>>
>>>>I do have one strange line in /var/log/messages
>>>>
>>>> RT: Attempt to free unreferenced scalar: SV 0xa8ceaf4, Perl
>>>>interpreter: 0xa5cc110 at
>>>>/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 524.
>>>>(/usr/lib/rt/RT.pm:247)
>>>>
>>>
>>>
>>>I would look into whether Apache::Session was updated or maybe if it
>>>needs to be updated.  It's almost certainly a problem there, though.
>>>
>>>
>>>>Thanks again
>>>>KM
>>>>
>>>> Zakirov wrote:
>>>>
>>>>
>>>>
>>>>>Check rt.logs. and give us info about software versions you use.
>>>>>
>>>>>On 11/23/05, Kolly Mars <Kolly.Mars at noaa.gov> wrote:
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>>Hello,
>>>>>>
>>>>>>I have cookies enabled and have a stored cookie for the rt website
> 
> that
> 
>>>>>>I have set up.  Also, I have seen this using IE and Firefox.
>>>>>>
>>>>>>KM
>>>>>>
>>>>>>Frank Pater wrote:
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>>Hello,
>>>>>>>
>>>>>>>I'm able to reproduce the behavior you describe by blocking cookies
>>>>>>>from my RT host in Firefox. Are you sure cookies are enabled in
>>>>>>>your browser?
>>>>>>>
>>>>>>>Frank
>>>>>>>
>>>>>>>
>>>>>>>On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote:
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>>Kolly Mars wrote:
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>>Hello,
>>>>>>>>>
>>>>>>>>>I am new to RT so please bear with me.  I have just installed RT
>>>>>>>>>using
>>>>>>>>>RHEL4 with mysql.  I can log in as the default root user, but
>>>>>>>>>when I try
>>>>>>>>>to do anything I have to log in again. When I log in I go
>>>>>>>>>directly to
>>>>>>>>>the page that I wanted to be at, but every time I try to change to
> 
> a
> 
>>>>>>>>>different page I have to log in again.
>>>>>>>>>
>>>>>>>>>I'm sure that I am missing something simple.  Any help is greatly
>>>>>>>>>appreciated.
>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>>I have the same problem, with no resolution as yet. My thread is
>>>>>>>>titled
>>>>>>>>'Problem with Firefox and RT2' but I have the same problem with RT
>>>>>>>>3.4.4. Hope someone has some ideas.
>>>>>>>>
>>>>>>>>Tom
>>>>>>>>_______________________________________________
>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>>>
>>>>>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>>>>>
>>>>>>>>Download a free sample chapter of RT Essentials from O'Reilly
>>>>>>>>Media at
>>>>>>>>http://rtbook.bestpractical.com
>>>>>>>>
>>>>>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
> 
> and
> 
>>>>>>>>San Francisco - Find out more at
>>>>>>>>http://bestpractical.com/services/training.html
>>>>>>>>
>>>>>>>>
>>
>>>>>>>---------------------------------------------------------------------
> 
> ---
> 
>>>>>>>>
>>>>>>>>_______________________________________________
>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>>>
>>>>>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>>>>>
>>>>>>>>Download a free sample chapter of RT Essentials from O'Reilly
>>>>>>>>Media at http://rtbook.bestpractical.com
>>>>>>>>
>>>>>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
> 
> and
> 
>>>>>>>>San Francisco - Find out more at
>>>>>>>>http://bestpractical.com/services/training.html
>>>>>>>>
>>>>>>
>>>>>>_______________________________________________
>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>
>>>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>>>
>>>>>>Download a free sample chapter of RT Essentials from O'Reilly Media
>>>>>>at http://rtbook.bestpractical.com
>>>>>>
>>>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>>>>San Francisco - Find out more at
>>>>>>http://bestpractical.com/services/training.html
>>>>>>
>>>>>>
>>>>>
>>>>>
>>>>>-- 
>>>>>Best regards, Ruslan.
>>>>>
>>>>
>>>>
>>>>
>>>>_______________________________________________
>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>
>>>>Download a free sample chapter of RT Essentials from O'Reilly Media at
>>>>http://rtbook.bestpractical.com
>>>>
>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>>San Francisco - Find out more at
>>>>http://bestpractical.com/services/training.html
>>>>
>>>
>>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at
> 
> http://rtbook.bestpractical.com
> 
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at
> 
> http://bestpractical.com/services/training.html
> 
> 

-- 
Kolly Mars
Information Technology Specialist
Aviation Weather Center
7220 NW 101st Terrace
Kansas City, MO 64153

Work (816) 584-7247
Cell (816) 582-1897

This message does not necessarily reflect any official positions of the
U.S. Department of Commerce.


From evan at mtvn.com  Tue Dec 20 16:20:37 2005
From: evan at mtvn.com (Rappaport, Evan)
Date: Tue, 20 Dec 2005 16:20:37 -0500
Subject: [rt-users] Problem with the rt perl module and authentication
Message-ID: <2C970140D4F23248A43FDED8B85C9593030B8C33@DISMISSED.mtvn.ad.viacom.com>


I'm trying to run a script which uses the RT::Interface::CLI and I get
the following error from the command line. Anyone get this error?
Below is the code using the perl interface and below that is and example
call from the command line.  I believe that the problem is probably with
GetCurrentUser() but I am not sure.

Thanks

The error is ....

Couldn't load  from the users database.
 (/opt/rt3/lib/RT/CurrentUser.pm:145)

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

Here is a test script ....


#!/usr/bin/perl -w

use lib ("/opt/rt3/local/lib","/opt/rt3/lib");
use RT::Interface::CLI;
use RT;
use RT::Ticket;
use RT::CurrentUser;
use Getopt::Long;

$queue = '';
$body = '';

GetOptions ("queue=s" => \$queue,
            "subject=s" => \$subject,
            "owner=s" => \$owner,
            "requestor=s" => \$requestor,
            "priority=s" => \$priority,
            "body=s" => \$body,
            "AdminCc=s" => \$AdminCc,
            "cc=s" => \$cc,
            "RefersTo=s" => \$RefersTo,
            "ReferredToBy=s" => \$ReferredToBy,
            "DependsOn=s" => \$DependsOn,
            "Parents=s" => \$Parents
);

# setting some defaults
if ($queue eq '')
{
        print_usage();
        exit (0);
}

if ($body eq '')
{
        $body=' ';
}
RT::LoadConfig();
RT::Init();

if ($owner eq '') {$owner = 'Nobody';}

my $CurrentUser = RT::Interface::CLI::GetCurrentUser();

use MIME::Entity;

my $ticket = new RT::Ticket($CurrentUser);
my $ticket_body = MIME::Entity->build(Data => $body,
                                     Type => 'text/plain');
my %ticket_vals = ( Queue => $queue,
                   Subject => $subject,
                   Owner => $owner,
                   Requestor => $requestor,
                   InitialPriority => $priority,
                   MIMEObj => $ticket_body,
                   AdminCc => $AdminCc,
                   Cc => $cc,
                   'RefersTo' => $RefersTo,
                   'ReferredToBy' => $ReferredToBy,
                   'DependsOn' => $DependsOn,
                   'MemberOf' => $Parents
                 );

my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals);
print $err . "\n" if $err;

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

This is a test call of the script.

./test.pl -queue="Development" -subject="This is a test subject for test
script" -owner='bob' -requestor='bob at bob.com' -priority=99 -body="This
is the body of the ticket"



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051220/105da0e1/attachment.htm>

From ldriggers at fncinc.com  Tue Dec 20 16:21:31 2005
From: ldriggers at fncinc.com (Les Driggers)
Date: Tue, 20 Dec 2005 15:21:31 -0600
Subject: [rt-users] RTx installer and package system??
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A5F@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A5F@mailservermn.mqsoftware.com>
Message-ID: <1135113691.6898.20.camel@ox-ldrigger21.fncinc.com>

I installed 0.1.6 on RT-3.4.1/Postgres the other day. The graphs work,
but the report data is weird. 

A few examples:
  Tickets per Day - Looks good

  Tickets by Status - Looks good

  Multiple Queues - Each and every day's total = 7,257 (only one queue)
   (Hmmm. This seems to be working now. I'll keep an eye on it.)

  Ticket Trends by Day -  
     Total Created  = 123    (Actual = 8853)
     Total Resolved = 7,135  (Actual = 8347) 
     Total Deleted  = 0      (Actual = 382) 
                      
  Time to Resolve - Resolved column showed all zeroes until changing 
    <RTHOME>/share/html/RTx/Statistics/Resolution/index.html line 49 to

	%    $tix->LimitStatus(VALUE => "resolved");
        from
	%    $tix->LimitStatus(VALUE => "Resolved"); 
	(Note the uppercase 'R')


That's all I've found so far.

Les

On Tue, 2005-12-20 at 09:05 -0600, Kelly F. Hickel wrote: 
> Yes, they are available on CPAN.  As I wrote earlier this month,
> RTx::Statistics will also be on CPAN, once I have time to get it
> uploaded.
> 
> I was hoping for a bit more feedback before putting it on CPAN, I think
> there have been two people that let me know they're using it, one of
> them is having problems, so at the moment, we're one for two, not so
> great....
> 


Confidentiality Notice: This message is for the sole use of the intended recipient(s). It may contain confidential or proprietary information and may be subject to the attorney-client privilege or other confidentiality protections. If this message was misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries waive any confidentiality, privilege, or trade secrets. If you are not a designated recipient, you may not review, print, copy, retransmit, disseminate, or otherwise use this message. If you have received this message in error, please notify the sender by reply e-mail and delete this message.



From ldriggers at fncinc.com  Tue Dec 20 18:01:34 2005
From: ldriggers at fncinc.com (Les Driggers)
Date: Tue, 20 Dec 2005 17:01:34 -0600
Subject: [rt-users] RTx installer and package system??
In-Reply-To: <1135113691.6898.20.camel@ox-ldrigger21.fncinc.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A5F@mailservermn.mqsoftware.com>
	<1135113691.6898.20.camel@ox-ldrigger21.fncinc.com>
Message-ID: <1135119695.8606.1.camel@ox-ldrigger21.fncinc.com>

Oh yeah, I am also seeing the blank ticket lists on the home page.
Clicking the refresh button or the Home link a few times 'fixes' it.

On Tue, 2005-12-20 at 15:21 -0600, Les Driggers wrote:
> I installed 0.1.6 on RT-3.4.1/Postgres the other day. The graphs work,
> but the report data is weird. 
> 
> A few examples:
>   Tickets per Day - Looks good
> 
>   Tickets by Status - Looks good
> 
>   Multiple Queues - Each and every day's total = 7,257 (only one queue)
>    (Hmmm. This seems to be working now. I'll keep an eye on it.)
> 
>   Ticket Trends by Day -  
>      Total Created  = 123    (Actual = 8853)
>      Total Resolved = 7,135  (Actual = 8347) 
>      Total Deleted  = 0      (Actual = 382) 
>                       
>   Time to Resolve - Resolved column showed all zeroes until changing 
>     <RTHOME>/share/html/RTx/Statistics/Resolution/index.html line 49 to
> 
> 	%    $tix->LimitStatus(VALUE => "resolved");
>         from
> 	%    $tix->LimitStatus(VALUE => "Resolved"); 
> 	(Note the uppercase 'R')
> 
> 
> That's all I've found so far.
> 
> Les



Confidentiality Notice: This message is for the sole use of the intended recipient(s). It may contain confidential or proprietary information and may be subject to the attorney-client privilege or other confidentiality protections. If this message was misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries waive any confidentiality, privilege, or trade secrets. If you are not a designated recipient, you may not review, print, copy, retransmit, disseminate, or otherwise use this message. If you have received this message in error, please notify the sender by reply e-mail and delete this message.



From maillist at sitepier.com  Tue Dec 20 19:00:50 2005
From: maillist at sitepier.com (Jason B.)
Date: Tue, 20 Dec 2005 18:00:50 -0600
Subject: [rt-users] Logout button problems
Message-ID: <146012F0-6441-4D2F-B413-FD99AAC6DDCD@sitepier.com>

Hello,

I have seen articles in the past about this issue though there was  
not a solution.  I have an RT instance running on a Debian server and  
everything works fine but the Logout button once you login as a  
user.  If you press the logout button it displays the following:


%# 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 }}}
<&|/l&>You have been logged out of RT.

<&|/l&>You're welcome to login again <%PERL> if (defined %session)  
{ tied(%session)->delete; } $m->abort(); <%ARGS> $URL =>  
$RT::WebBaseURL.""

After it refreshes it has the following in the URL:

http://tickets.boxalert.com/NoAuth/%3C%25$URL%25%3E


Here is my current Apache 2 config settings and RT_SiteConfig.pm

<VirtualHost 209.61.177.250:80>
         ServerName tickets.boxalert.com
         DocumentRoot /usr/share/request-tracker3.4/html/
         AddDefaultCharset UTF-8
         CustomLog     /var/log/apache2/tickets.boxalert.com- 
access.log combined

# Adding the following for RT (the ticket tracker)
          AddHandler fastcgi-script fcgi

<Directory "/usr/share/request-tracker3.4/html">
         Options FollowSymLinks ExecCGI
         AllowOverride None
</Directory>

# Pass through requests to for noauth
         Alias /NoAuth/ /usr/share/request-tracker3.4/html/NoAuth/
         ScriptAlias / /usr/share/request-tracker3.4/libexec/ 
mason_handler.fcgi/

</VirtualHost>

#FastCgiIpcDir /tmp
FastCgiServer /usr/share/request-tracker3.4/libexec/ 
mason_handler.fcgi -idle-timeout 120 -processes 4

----  RT_SiteConfig.pm -----

# THE BASICS:

Set($rtname, 'tickets.boxalert.com');
Set($Organization, 'boxalert.com');
Set($CorrespondAddress , 'rt at my.domain.com');
Set($CommentAddress , 'rt-comment at my.domain.com');
Set($Timezone , 'Europe/London');
# THE WEBSERVER:

Set($WebBaseURL , "http://tickets.boxalert.com");
Set($WebPath , "");

I have also tried Set($WebPath , "/");

One thing I noticed that if I setup everything for http:// 
tickets.boxalert.com/rt  and login, the logout button works without  
any problems.  Anyone have any ideas why its doesn't work without  
the /rt as I have setup in the httpd.conf and RT_SiteConfig.pm

Any help would be greatly appreciated.  It would also probably  
benefit others in the future that have the same problem.

Thanks,
Jason B.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051220/8568c5a3/attachment.htm>

From ruslan.zakirov at gmail.com  Tue Dec 20 20:01:12 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Dec 2005 04:01:12 +0300
Subject: [rt-users] Logout button problems
In-Reply-To: <146012F0-6441-4D2F-B413-FD99AAC6DDCD@sitepier.com>
References: <146012F0-6441-4D2F-B413-FD99AAC6DDCD@sitepier.com>
Message-ID: <589c94400512201701w6b82b2cdibd3487ee8def6bc8@mail.gmail.com>

On 12/21/05, Jason B. <maillist at sitepier.com> wrote:
> Hello,
>
> I have seen articles in the past about this issue though there was not a
> solution.  I have an RT instance running on a Debian server and everything
> works fine but the Logout button once you login as a user.  If you press the
> logout button it displays the following:
>
>
> %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is
> Copyright (c) 1996-2005 Best Practical Solutions, LLC %# %# %# (Except where

[snip]

>
> # Pass through requests to for noauth
>         Alias /NoAuth/ /usr/share/request-tracker3.4/html/NoAuth/
Here is your problem. I don't know where you've got this string, but
you shouldn't pass through all files in NoAuth dir, because it's not
static, only images dir is static.
Use Alias /NoAuth/images/ /usr/share/request-tracker3.4/html/NoAuth/images

>         ScriptAlias /
> /usr/share/request-tracker3.4/libexec/mason_handler.fcgi/
>
> </VirtualHost>
>
> #FastCgiIpcDir /tmp
> FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi
> -idle-timeout 120 -processes 4
>
> ----  RT_SiteConfig.pm -----
>
> # THE BASICS:
>
> Set($rtname, 'tickets.boxalert.com');
> Set($Organization, 'boxalert.com');
> Set($CorrespondAddress , 'rt at my.domain.com');
> Set($CommentAddress , 'rt-comment at my.domain.com');
> Set($Timezone , 'Europe/London');
> # THE WEBSERVER:
>
> Set($WebBaseURL , "http://tickets.boxalert.com");
> Set($WebPath , "");
>
> I have also tried Set($WebPath , "/");
>
> One thing I noticed that if I setup everything for
> http://tickets.boxalert.com/rt  and login, the logout button works without
> any problems.  Anyone have any ideas why its doesn't work without the /rt as
> I have setup in the httpd.conf and RT_SiteConfig.pm
>
> Any help would be greatly appreciated.  It would also probably benefit
> others in the future that have the same problem.
>
> Thanks,
> Jason B.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
>


--
Best regards, Ruslan.

From duncan at mcs.vuw.ac.nz  Tue Dec 20 21:11:19 2005
From: duncan at mcs.vuw.ac.nz (Duncan McEwan)
Date: Wed, 21 Dec 2005 15:11:19 +1300
Subject: [rt-users] BUG: MySQL dump of database now attachments dont 
	display
In-Reply-To: Your message of "Tue, 20 Dec 2005 10:18:34 -0000."
	<43A7DA7A.3070306@alink.co.za> 
Message-ID: <200512210211.jBL2BJfB009398@shed11.mcs.vuw.ac.nz>

George Barnett (george at alink.co.za) wrote:

> For the Google cache (and anybody else backing up by mysqldump):
> 
> When doing a standard MySQL mysqldump (mysqldump -u -p rt3), the
> Attachments table will be broken when reimported.  This will result in
> broken or corrupted binary files, such as jpeg, tiff, etc.

So this was mentioned on rt-devel last week as well.  See the following
messages in the archives:

  http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007908.html
  http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007909.html
  http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007910.html

I'd been meaning to follow up in that thread but didn't get around to it, so
I'll do it here instead!

> The solution to this is to add --compatible=ansi which will allow for a
> usable MySQL backup of the database without borked binary attachments.

In the 2nd of the messages mentioned above Jesse says that as an alternative
to the --compatible=ansi, you can also '... export with charset "binary"',
but gives no further information on how to do that.  I'm guessing that you
do this using the mysqldump --default-character-set=binary option, but I'd
like to know for sure...

Also I checked out the mysql bug report mentioned in the first of the messages
above (http://bugs.mysql.com/bug.php?id=10249) and saw the comment that
--compatible=ansi may not be such a good workaround since the resulting
dumpfile doesn't contain certain table attributes (such as the engine type).

So now I'm confused as to whether the best workaround is to use the
--compatible=ansi or Jesse's suggestion, and if the latter, whether this is
done using the --default-character-set=binary option or some other way.

But I'm even more confused by the fact that when I tried the steps given in the
mysql bug report mentioned above (obviously adjusting for different pathnames
and also adding a missing ';' on to the end of one of the select commands) I
couldn't duplicate the problem!  Ie: the binary files extracted from my test
database were identical regardless of whether I dumped it with one or other or
neither of the options mentioned earlier.

So now I'm wondering if the problem has been addressed in newer versions of
mysql, despite the seeming lack of interest in doing so by the mysql
developers.  Our server is 4.1.15-log and the mysqldump is ver 10.9, running
on an i386 NetBSD system.

Are others reproduce the problem using the steps given in the mysql bug report
or not?

Can anyone shed any further light on this?

Thanks,

Duncan




From kfh at mqsoftware.com  Tue Dec 20 21:31:59 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 20 Dec 2005 20:31:59 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A8E@mailservermn.mqsoftware.com>

Another person on the list is seeing this, but it's also affecting his
base RT tables.  This one beats me, I haven't been able to figure out
what causes it.

Any suggestions appreciated.
-Kelly

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Les
Driggers
Sent: Tuesday, December 20, 2005 5:02 PM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RTx installer and package system??

Oh yeah, I am also seeing the blank ticket lists on the home page.
Clicking the refresh button or the Home link a few times 'fixes' it.

On Tue, 2005-12-20 at 15:21 -0600, Les Driggers wrote:
> I installed 0.1.6 on RT-3.4.1/Postgres the other day. The graphs work,
> but the report data is weird. 
> 
> A few examples:
>   Tickets per Day - Looks good
> 
>   Tickets by Status - Looks good
> 
>   Multiple Queues - Each and every day's total = 7,257 (only one
queue)
>    (Hmmm. This seems to be working now. I'll keep an eye on it.)
> 
>   Ticket Trends by Day -  
>      Total Created  = 123    (Actual = 8853)
>      Total Resolved = 7,135  (Actual = 8347) 
>      Total Deleted  = 0      (Actual = 382) 
>                       
>   Time to Resolve - Resolved column showed all zeroes until changing 
>     <RTHOME>/share/html/RTx/Statistics/Resolution/index.html line 49
to
> 
> 	%    $tix->LimitStatus(VALUE => "resolved");
>         from
> 	%    $tix->LimitStatus(VALUE => "Resolved"); 
> 	(Note the uppercase 'R')
> 
> 
> That's all I've found so far.
> 
> Les



Confidentiality Notice: This message is for the sole use of the intended
recipient(s). It may contain confidential or proprietary information and
may be subject to the attorney-client privilege or other confidentiality
protections. If this message was misdirected, neither FNC Holding
Company, Inc. nor any of its subsidiaries waive any confidentiality,
privilege, or trade secrets. If you are not a designated recipient, you
may not review, print, copy, retransmit, disseminate, or otherwise use
this message. If you have received this message in error, please notify
the sender by reply e-mail and delete this message.

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

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

Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html



From plalonde at overnet.qc.ca  Tue Dec 20 18:46:13 2005
From: plalonde at overnet.qc.ca (Pascal Lalonde)
Date: Tue, 20 Dec 2005 18:46:13 -0500
Subject: [rt-users] Database connections not closing
Message-ID: <43A897C5.2050007@overnet.qc.ca>

Hi,

I'm having a file descriptor shortage problem on a server that is
running RT. I don't think it is RT's fault, but probably one of
DBD* or DBI*, or mod_perl or another of RT's prerequisite. I thought
someone might be able to help me narrow my search down to the component
at fault.

Here is my setup:
- RT 3.4.4, using mod_perl (not FastCGI)
- OpenBSD 3.8
- perl v5.8.6
- Apache 1.3.29
- mod_perl-1.29p0
- PostgreSQL 8.0.3

- p5-Apache-Test-1.11
- p5-Cache-Cache-1.02
- DBD-Pg-1.43
- Apache-Session-1.80
- Apache-DBI-0.94
- DBI-1.48
- DBIx-SearchBuilder-1.26

Now the problem is that the connections to PostgreSQL are not closed
properly; they remain open. After some time, the system runs out of
available file descriptors.

# ps ax
...
21343 ?? I 0:02.97 postmaster: rt_user rt3 ::1(13111) idle (postgres)
32696 ?? I 0:01.61 postmaster: rt_user rt3 ::1(39447) idle (postgres)
27978 ?? I 0:02.44 postmaster: rt_user rt3 ::1(24086) idle (postgres)
18651 ?? I 0:02.30 postmaster: rt_user rt3 ::1(18178) idle (postgres)
2186 ??  I 0:01.29 postmaster: rt_user rt3 ::1(38913) idle (postgres)
28400 ?? I 0:01.82 postmaster: rt_user rt3 ::1(24840) idle (postgres)
9270 ??  I 0:01.74 postmaster: rt_user rt3 ::1(33224) idle (postgres)
...


# sysctl kern.nfiles kern.maxfiles
kern.nfiles=700
kern.maxfiles=1772

PostgreSQL almost uses them all:
# fstat | grep postgre | wc -l
     575

Restarting Apache frees them all up, since all the processes that were
holding the SQL sessions are killed:
# apachectl restart
# sysctl kern.nfiles kern.maxfiles
kern.nfiles=167
kern.maxfiles=1772
# fstat | grep postgre | wc -l
      26

Alternatively, killing a few httpd children frees descriptors
proportionnally. So there is no doubt that a web application is at
fault. And RT is the only web application running on that server.
Now like I said I don't think RT is at fault, but I need someone to
point me in the right direction. Where in RT's code are the connections
to the database closed (I'm not very familiar with perl) ? What
component would most likely be at fault here ? Would there
be a way to generate more logs about success or failure of database
disconnects ?

Knowing the broken component will allow me to file a bug report to the
appropriate person.

Any suggestions?

Thanks,
Pascal


From maillist at sitepier.com  Wed Dec 21 01:02:26 2005
From: maillist at sitepier.com (Jason B.)
Date: Wed, 21 Dec 2005 00:02:26 -0600
Subject: [rt-users] Logout button problems
In-Reply-To: <589c94400512201701w6b82b2cdibd3487ee8def6bc8@mail.gmail.com>
References: <146012F0-6441-4D2F-B413-FD99AAC6DDCD@sitepier.com>
	<589c94400512201701w6b82b2cdibd3487ee8def6bc8@mail.gmail.com>
Message-ID: <8E1DF7DB-7483-416B-80F4-D7B70DAE6F0A@sitepier.com>

Hello Ruslan,

Thanks alot!  That did the trick!

-jason b.

On Dec 20, 2005, at 7:01 PM, Ruslan Zakirov wrote:

> On 12/21/05, Jason B. <maillist at sitepier.com> wrote:
>> Hello,
>>
>> I have seen articles in the past about this issue though there was  
>> not a
>> solution.  I have an RT instance running on a Debian server and  
>> everything
>> works fine but the Logout button once you login as a user.  If you  
>> press the
>> logout button it displays the following:
>>
>>
>> %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is
>> Copyright (c) 1996-2005 Best Practical Solutions, LLC %# %# %#  
>> (Except where
>
> [snip]
>
>>
>> # Pass through requests to for noauth
>>         Alias /NoAuth/ /usr/share/request-tracker3.4/html/NoAuth/
> Here is your problem. I don't know where you've got this string, but
> you shouldn't pass through all files in NoAuth dir, because it's not
> static, only images dir is static.
> Use Alias /NoAuth/images/ /usr/share/request-tracker3.4/html/NoAuth/ 
> images
>
>>         ScriptAlias /
>> /usr/share/request-tracker3.4/libexec/mason_handler.fcgi/
>>
>> </VirtualHost>
>>
>> #FastCgiIpcDir /tmp
>> FastCgiServer /usr/share/request-tracker3.4/libexec/ 
>> mason_handler.fcgi
>> -idle-timeout 120 -processes 4
>>
>> ----  RT_SiteConfig.pm -----
>>
>> # THE BASICS:
>>
>> Set($rtname, 'tickets.boxalert.com');
>> Set($Organization, 'boxalert.com');
>> Set($CorrespondAddress , 'rt at my.domain.com');
>> Set($CommentAddress , 'rt-comment at my.domain.com');
>> Set($Timezone , 'Europe/London');
>> # THE WEBSERVER:
>>
>> Set($WebBaseURL , "http://tickets.boxalert.com");
>> Set($WebPath , "");
>>
>> I have also tried Set($WebPath , "/");
>>
>> One thing I noticed that if I setup everything for
>> http://tickets.boxalert.com/rt  and login, the logout button works  
>> without
>> any problems.  Anyone have any ideas why its doesn't work without  
>> the /rt as
>> I have setup in the httpd.conf and RT_SiteConfig.pm
>>
>> Any help would be greatly appreciated.  It would also probably  
>> benefit
>> others in the future that have the same problem.
>>
>> Thanks,
>> Jason B.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly  
>> Media at
>> http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at
>> http://bestpractical.com/services/training.html
>>
>>
>
>
> --
> Best regards, Ruslan.



From cartera at lei.net.au  Wed Dec 21 01:59:45 2005
From: cartera at lei.net.au (Adrian Carter)
Date: Wed, 21 Dec 2005 17:59:45 +1100
Subject: [rt-users] RT 3.5.6 breaks displaying tickets ?
Message-ID: <43A8FD61.7070705@lei.net.au>

I upgraded to RT 3.5.6 from RT 3.5.5 and started getting errors 
regarding "$self->Clone" not being defined via RT::Users at line 436 in 
/opt/rt3/lib/RT/Users_Overlay.pm .

Reverting to RT 3.5.5 (through a make upgrade in the rt-3.5.5 tarball) 
fixes the problem.

Any ideas ?

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au



From alexmv at bestpractical.com  Wed Dec 21 02:23:25 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 21 Dec 2005 02:23:25 -0500
Subject: [rt-users] RT 3.5.6 breaks displaying tickets ?
In-Reply-To: <43A8FD61.7070705@lei.net.au>
References: <43A8FD61.7070705@lei.net.au>
Message-ID: <1135149805.6809.1.camel@localhost>

On Wed, 2005-12-21 at 17:59 +1100, Adrian Carter wrote:
> I upgraded to RT 3.5.6 from RT 3.5.5 and started getting errors 
> regarding "$self->Clone" not being defined via RT::Users at line 436 in 
> /opt/rt3/lib/RT/Users_Overlay.pm .
> 
> Reverting to RT 3.5.5 (through a make upgrade in the rt-3.5.5 tarball) 
> fixes the problem.
> 
> Any ideas ?

Upgrade DBIx-SearchBuilder to at least 1.33_01, but preferably the
latest (1.36).  We should fix the dependencies to fix that, though.
 - Alex


From kfh at mqsoftware.com  Wed Dec 21 08:29:17 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 21 Dec 2005 07:29:17 -0600
Subject: [rt-users] RTx installer and package system??
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A8F@mailservermn.mqsoftware.com>

Les,
	I've put the Resolved=>resolved change into what will become
0.1.7, thanks.

-- 

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


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Les Driggers
> Sent: Tuesday, December 20, 2005 3:22 PM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RTx installer and package system??
> 
> I installed 0.1.6 on RT-3.4.1/Postgres the other day. The graphs work,
> but the report data is weird.
> 
> A few examples:
>   Tickets per Day - Looks good
> 
>   Tickets by Status - Looks good
> 
>   Multiple Queues - Each and every day's total = 7,257 (only one
queue)
>    (Hmmm. This seems to be working now. I'll keep an eye on it.)
> 
>   Ticket Trends by Day -
>      Total Created  = 123    (Actual = 8853)
>      Total Resolved = 7,135  (Actual = 8347)
>      Total Deleted  = 0      (Actual = 382)
> 
>   Time to Resolve - Resolved column showed all zeroes until changing
>     <RTHOME>/share/html/RTx/Statistics/Resolution/index.html line 49
to
> 
> 	%    $tix->LimitStatus(VALUE => "resolved");
>         from
> 	%    $tix->LimitStatus(VALUE => "Resolved");
> 	(Note the uppercase 'R')
> 
> 
> That's all I've found so far.
> 
> Les
> 
> On Tue, 2005-12-20 at 09:05 -0600, Kelly F. Hickel wrote:
> > Yes, they are available on CPAN.  As I wrote earlier this month,
> > RTx::Statistics will also be on CPAN, once I have time to get it
> > uploaded.
> >
> > I was hoping for a bit more feedback before putting it on CPAN, I
think
> > there have been two people that let me know they're using it, one of
> > them is having problems, so at the moment, we're one for two, not so
> > great....
> >
> 
> 
> Confidentiality Notice: This message is for the sole use of the
intended
> recipient(s). It may contain confidential or proprietary information
and
> may be subject to the attorney-client privilege or other
confidentiality
> protections. If this message was misdirected, neither FNC Holding
Company,
> Inc. nor any of its subsidiaries waive any confidentiality, privilege,
or
> trade secrets. If you are not a designated recipient, you may not
review,
> print, copy, retransmit, disseminate, or otherwise use this message.
If
> you have received this message in error, please notify the sender by
reply
> e-mail and delete this message.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



From jason at bachman.cc  Wed Dec 21 08:44:21 2005
From: jason at bachman.cc (Jason Bachman)
Date: Wed, 21 Dec 2005 08:44:21 -0500
Subject: [rt-users] How to set priority from email header
Message-ID: <43A95C35.3010105@bachman.cc>

Hello all

When a new ticket is opened via an email, I would like to: 1 - set the 
priority of the ticket based on the X-Priority: header of the email. 2 - 
Populate a custom field with the X-Priority: header field.

I have not had much luck with searching the wiki on this one, and I am 
stumped as to how to read the email header.
I also don't know much of anything about perl so if anyone has an 
example scrip that is close to this, or at least reads the email 
headers, I would appreciate a look at it.

Thanks,
Jason


From sturner at MIT.EDU  Wed Dec 21 10:10:33 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 21 Dec 2005 10:10:33 -0500
Subject: [rt-users] Problem with the rt perl module and
  authentication
In-Reply-To: <2C970140D4F23248A43FDED8B85C9593030B8C33@DISMISSED.mtvn.ad
	.viacom.com>
References: <2C970140D4F23248A43FDED8B85C9593030B8C33@DISMISSED.mtvn.ad.viacom.com>
Message-ID: <6.2.1.2.2.20051221100826.030d8e30@po14.mit.edu>

At Tuesday 12/20/2005 04:20 PM, Rappaport, Evan wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/alternative;
>         boundary="----_=_NextPart_001_01C605AB.38B09B66"
>
>
>I'm trying to run a script which uses the RT::Interface::CLI and I get the 
>following error from the command line. Anyone get this error?   Below is 
>the code using the perl interface and below that is and example call from 
>the command line.  I believe that the problem is probably with 
>GetCurrentUser() but I am not sure.
>
>Thanks
>
>The error is 
.
>
>Couldn't load  from the users database.
>  (/opt/rt3/lib/RT/CurrentUser.pm:145)

Check the RT User info for the user you want to be the current user. That 
user must have 'gecos' set to the O/S username you use when running the 
Perl script.

By the way, do you use the Perl debugger? That would allow you to step 
throug hthe program and determine exactly where the error is occurring.

Good luck,
Steve 



From pponte at netcabo.pt  Wed Dec 21 10:08:07 2005
From: pponte at netcabo.pt (Pedro Ponte)
Date: Wed, 21 Dec 2005 15:08:07 -0000
Subject: [rt-users] Time in main page
Message-ID: <EXCH01SMTP11gFYAMgQ0001c481@exch01smtp11.hdi.tvcabo>

Hello to all,

 

I?m using RT in my company, and we have a strict policy about our SLA?s. Our
SLA is for 3 hours and 3 hours only.

 

I was wondering If it is possible to customize the ?10 newest unowned
tickets
? or the lists of tickets to show the ?Created? or the ?Status
Created? to be shown in minutes until 240 minutes, because when it says 3
hours it can be from 3:00 to 3:59


 

Does anyone have any idea in how to do this? Or where can I change
 I have
already ?scrambled? in my development environment but with no success.

 

Best regards,

 

Pedro Ponte

 <mailto:pponte at netcabo.pt> pponte at netcabo.pt

TV Cabo Portugal

Direccao de Redes e Servi?o IP

Tel. +351215002259 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051221/00b86543/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3045 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051221/00b86543/attachment.bin>

From bulb at ucw.cz  Wed Dec 21 11:20:36 2005
From: bulb at ucw.cz (Jan Hudec)
Date: Wed, 21 Dec 2005 17:20:36 +0100
Subject: [rt-users] How to set priority from email header
In-Reply-To: <43A95C35.3010105@bachman.cc>
References: <43A95C35.3010105@bachman.cc>
Message-ID: <20051221162036.GJ29507@efreet.light.src>

On Wed, Dec 21, 2005 at 08:44:21 -0500, Jason Bachman wrote:
> When a new ticket is opened via an email, I would like to: 1 - set the 
> priority of the ticket based on the X-Priority: header of the email. 2 - 
> Populate a custom field with the X-Priority: header field.
> 
> I have not had much luck with searching the wiki on this one, and I am 
> stumped as to how to read the email header.
> I also don't know much of anything about perl so if anyone has an 
> example scrip that is close to this, or at least reads the email 
> headers, I would appreciate a look at it.

I am not sure it is reasonably doable with a scrip. There are some extensions
to the mail gate (follow the University of Oslo RT Page link from the wiki
(on some page about customizations)) that could be tweaked to do what you
need. But it would certainly need some perl knowledge.

-- 
						 Jan 'Bulb' Hudec <bulb at ucw.cz>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051221/121d5caa/attachment.sig>

From vivek at khera.org  Wed Dec 21 13:38:24 2005
From: vivek at khera.org (Vivek Khera)
Date: Wed, 21 Dec 2005 13:38:24 -0500
Subject: [rt-users] Database connections not closing
In-Reply-To: <43A897C5.2050007@overnet.qc.ca>
References: <43A897C5.2050007@overnet.qc.ca>
Message-ID: <1904C926-FE81-43BA-86D0-23ABA3AAD667@khera.org>


On Dec 20, 2005, at 6:46 PM, Pascal Lalonde wrote:

> Now the problem is that the connections to PostgreSQL are not closed
> properly; they remain open. After some time, the system runs out of
> available file descriptors.

Two things: either increase the number of max connections allowed by  
your Postgres installation or decrease the max number of apache  
children you allow to run RT.

RT in mod_perl uses Apache::DBI to cache the db connections, so the  
children keep the connection open until they die.  This is expected.

Now, if your web server is also serving up other pages, then you're  
gonna end up with lots of way oversized httpd processes doing the  
wrong thing.  Best is to dedicate one apache instance for RT and/or  
use FastCGI to run RT.



From Jeremy.Peake at bassettmechanical.com  Wed Dec 21 14:05:35 2005
From: Jeremy.Peake at bassettmechanical.com (Peake, Jeremy)
Date: Wed, 21 Dec 2005 13:05:35 -0600
Subject: [rt-users] CC address not being read
Message-ID: <DCEB74E8E7A1F14FAE4672531C585C7CE362D3@bassett5.bassettmechanical.com>

When I send a ticket to RT, with a CC address specified, the CC address
is not being notified of correspondence.

I have a scrip that should send the corr. Template to requestors and
CC's, but the CC's aren't getting it.

If I look at the "People" section of the ticket, the CC address is
blank.

Any ideas?  
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051221/03f5dada/attachment.htm>

From mike at remc1.org  Wed Dec 21 14:49:23 2005
From: mike at remc1.org (Mike Richardson)
Date: Wed, 21 Dec 2005 14:49:23 -0500
Subject: [rt-users] CC address not being read
In-Reply-To: <DCEB74E8E7A1F14FAE4672531C585C7CE362D3@bassett5.bassettmechanical.com>
References: <DCEB74E8E7A1F14FAE4672531C585C7CE362D3@bassett5.bassettmechanical.com>
Message-ID: <a06210206bfcf61c50425@[192.168.0.106]>

When you CC, you mean on the specific message you add a CC to them, 
right?  That is considered part of the 'Other' recipients, you have 
to have a script for that, and they are a one time CC, they dont' get 
added as a persistant CC for further messages (you have to add them 
under the People section to do that).

I had the same problem last week.  ;)

>When I send a ticket to RT, with a CC address specified, the CC 
>address is not being notified of correspondence.
>
>I have a scrip that should send the corr. Template to requestors and 
>CC's, but the CC's aren't getting it.
>
>If I look at the "People" section of the ticket, the CC address is blank.
>
>Any ideas? 
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media 
>at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at 
>http://bestpractical.com/services/training.html


-- 
----------------
Michael Richardson		Technical Services Manager
PO Box 270		CompTIA A+ certified
809 Hecla St		(906) 482-4520 office
Hancock, MI  49930		(906) 482-5031 fax
http://www.remc1.k12.mi.us	(906) 370-5911 mobile


From jra at baylink.com  Wed Dec 21 14:43:59 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 21 Dec 2005 14:43:59 -0500
Subject: [rt-users] Time in main page
In-Reply-To: <EXCH01SMTP11gFYAMgQ0001c481@exch01smtp11.hdi.tvcabo>;
	from Pedro Ponte <pponte@netcabo.pt> on Wed, Dec 21, 2005 at
	03:08:07PM -0000
References: <EXCH01SMTP11gFYAMgQ0001c481@exch01smtp11.hdi.tvcabo>
Message-ID: <20051221144359.D24360@cgi.jachomes.com>

On Wed, Dec 21, 2005 at 03:08:07PM -0000, Pedro Ponte wrote:
>    I'm  using  RT  in  my  company, and we have a strict policy about our
>    SLA's. Our SLA is for 3 hours and 3 hours only.
> 
>    I  was wondering If it is possible to customize the "10 newest unowned
>    tickets..."  or  the  lists  of  tickets  to show the "Created" or the
>    "Status  Created"  to  be  shown in minutes until 240 minutes, because
>    when it says 3 hours it can be from 3:00 to 3:59...

Perhaps I'm crazy, but that seems to me to mean "if it gets to 'one
hour' you'd better get to it, and if it gets to 'two hours' it is now a
hot potato, and you'd better drop things to get to it", no?  :-)

You can get the exact time or the fuzzy age, but I'm not sure there's a
knob to adjust the *degree* of fuzziness, which sounds like what you
need.

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

	"Space is called 'space' because there's so much *space* there."
		- John Walker, of Fourmilab, on Trek's End


From phanoko at yahoo.com  Wed Dec 21 15:33:27 2005
From: phanoko at yahoo.com (Phanoko)
Date: Wed, 21 Dec 2005 12:33:27 -0800 (PST)
Subject: [rt-users] Home Views
In-Reply-To: <a06210206bfcf61c50425@[192.168.0.106]>
Message-ID: <20051221203327.35158.qmail@web53901.mail.yahoo.com>

Does anyone know how to allow users to customize the
blocks they have on the home page??
By default I get 
40 highest priority tickets I own
and 
10 newest unowned tickets
but is their a way to allow a user to add say a
40 last resolved items
or 
Newest Tickets in Queue Scooby-Doo

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From barnesaw at ucrwcu.rwc.uc.edu  Wed Dec 21 16:17:07 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 21 Dec 2005 16:17:07 -0500
Subject: [rt-users] Home Views
In-Reply-To: <20051221203327.35158.qmail@web53901.mail.yahoo.com>
References: <20051221203327.35158.qmail@web53901.mail.yahoo.com>
Message-ID: <43A9C653.9090504@ucrwcu.rwc.uc.edu>

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

Phanoko wrote:
> Does anyone know how to allow users to customize the
> blocks they have on the home page??
> By default I get 
> 40 highest priority tickets I own
> and 
> 10 newest unowned tickets
> but is their a way to allow a user to add say a
> 40 last resolved items
> or 
> Newest Tickets in Queue Scooby-Doo
>
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>   

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



From jesse at bestpractical.com  Wed Dec 21 16:19:11 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 21 Dec 2005 16:19:11 -0500
Subject: [rt-users] Home Views
In-Reply-To: <20051221203327.35158.qmail@web53901.mail.yahoo.com>
References: <a06210206bfcf61c50425@[192.168.0.106]>
	<20051221203327.35158.qmail@web53901.mail.yahoo.com>
Message-ID: <20051221211911.GU18155@bestpractical.com>




On Wed, Dec 21, 2005 at 12:33:27PM -0800, Phanoko wrote:
> Does anyone know how to allow users to customize the
> blocks they have on the home page??

That's a new feature in RT 3.5.

Jesse


From evan at mtvn.com  Wed Dec 21 17:03:40 2005
From: evan at mtvn.com (Rappaport, Evan)
Date: Wed, 21 Dec 2005 17:03:40 -0500
Subject: [rt-users] Problem with the rt perl module and  authentication
Message-ID: <2C970140D4F23248A43FDED8B85C9593030B8C39@DISMISSED.mtvn.ad.viacom.com>


That was the problem, all fixed now.  Thanks.  

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Wednesday, December 21, 2005 10:11 AM
To: Rappaport, Evan; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem with the rt perl module and
authentication

At Tuesday 12/20/2005 04:20 PM, Rappaport, Evan wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/alternative;
>         boundary="----_=_NextPart_001_01C605AB.38B09B66"
>
>
>I'm trying to run a script which uses the RT::Interface::CLI and I get
the 
>following error from the command line. Anyone get this error?   Below
is 
>the code using the perl interface and below that is and example call 
>from the command line.  I believe that the problem is probably with
>GetCurrentUser() but I am not sure.
>
>Thanks
>
>The error is ....
>
>Couldn't load  from the users database.
>  (/opt/rt3/lib/RT/CurrentUser.pm:145)

Check the RT User info for the user you want to be the current user.
That user must have 'gecos' set to the O/S username you use when running
the Perl script.

By the way, do you use the Perl debugger? That would allow you to step
throug hthe program and determine exactly where the error is occurring.

Good luck,
Steve 


From AMyers at abacus-us.com  Wed Dec 21 18:39:41 2005
From: AMyers at abacus-us.com (Myers, Adam)
Date: Wed, 21 Dec 2005 16:39:41 -0700
Subject: [rt-users] Case-Sensitive user search
Message-ID: <205D20196806AE41A9D8A9E982659E27036C0C9C@THN-EXCLS2.dc1.doubleclick.corp>

When looking up users, the search should not be case sensitive. I have
dug for the regex where this search takes place and have not found it.
I'm sure it is a simple change, adding an 'i' after the pattern match.
Where does this search take place?
 
Thanks - Adam
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051221/1677f74f/attachment.htm>

From jparsons-lists at saffron.net  Wed Dec 21 19:44:12 2005
From: jparsons-lists at saffron.net (Jason Parsons)
Date: Wed, 21 Dec 2005 19:44:12 -0500
Subject: [rt-users] Can't locate object method "content_type" via package
	"Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.
Message-ID: <5CF73BC5-D98E-4AFC-8299-5641DBC34F73@saffron.net>


Hello.

I have installed rt-3.4.4 on a RHEL 4.1 box, using mod_perl-2.0.2.   
'make testdeps' succeeds properly.  However, when trying to view the  
RT web interface, Apache is logging this error:

Can't locate object method "content_type" via package  
"Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n

I have tried reinstalling mod_perl without success.  Any suggestions?

Thank you.
  - Jason Parsons



From ruslan.zakirov at gmail.com  Wed Dec 21 20:36:13 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 22 Dec 2005 04:36:13 +0300
Subject: [rt-users] How to set priority from email header
In-Reply-To: <43A95C35.3010105@bachman.cc>
References: <43A95C35.3010105@bachman.cc>
Message-ID: <589c94400512211736hf665a1cu8631311e0148544e@mail.gmail.com>

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

On 12/21/05, Jason Bachman <jason at bachman.cc> wrote:
> Hello all
>
> When a new ticket is opened via an email, I would like to: 1 - set the
> priority of the ticket based on the X-Priority: header of the email. 2 -
> Populate a custom field with the X-Priority: header field.
>
> I have not had much luck with searching the wiki on this one, and I am
> stumped as to how to read the email header.
> I also don't know much of anything about perl so if anyone has an
> example scrip that is close to this, or at least reads the email
> headers, I would appreciate a look at it.
>
> Thanks,
> Jason
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Wed Dec 21 20:38:03 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 22 Dec 2005 04:38:03 +0300
Subject: [rt-users] Case-Sensitive user search
In-Reply-To: <205D20196806AE41A9D8A9E982659E27036C0C9C@THN-EXCLS2.dc1.doubleclick.corp>
References: <205D20196806AE41A9D8A9E982659E27036C0C9C@THN-EXCLS2.dc1.doubleclick.corp>
Message-ID: <589c94400512211738m6e752f48k14caa31b6721c1e2@mail.gmail.com>

On 12/22/05, Myers, Adam <AMyers at abacus-us.com> wrote:
>
> When looking up users, the search should not be case sensitive. I have dug
Which one search?

> for the regex where this search takes place and have not found it. I'm sure
> it is a simple change, adding an 'i' after the pattern match. Where does
> this search take place?
>
> Thanks - Adam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
>


--
Best regards, Ruslan.

From fatearthling at gmail.com  Wed Dec 21 21:16:00 2005
From: fatearthling at gmail.com (Howard Kao)
Date: Thu, 22 Dec 2005 10:16:00 +0800
Subject: [rt-users] Statistics for RT?
Message-ID: <a3d0b5780512211816k13875ffdr47d50cc889c6f500@mail.gmail.com>

Hi all,

Is there any other solutions to generate statistics reports of RT than
the Statistics package, which I cannot get it to work?  If there's
none, would simply writting some scripts to directly get data from
database and then generate some kind of text files be viable? 
Suggestions are appreciated.  Thanks.


From john.haberman at gmail.com  Wed Dec 21 22:57:05 2005
From: john.haberman at gmail.com (john habermann)
Date: Thu, 22 Dec 2005 14:57:05 +1100
Subject: [rt-users] role based authentication from ldap
Message-ID: <a03253580512211957q510c0d4cqd27c11dbb4f60a62@mail.gmail.com>

Hi

I am just looking into the possibility of Group based authenitication
for RT via an LDAP  directory. From what I have read in the LDAP
information on the wiki and in the email lists (see the thread with
subject: [Rt-devel] Proposed Contrib: External (LDAP) user info attr
mapping ) it appears that this is not possible at the moment.

I believe you can authenticate a user against an LDAP directory and
they are then created as an unprivileged user. Adding them to
privileged groups or roles in RT has to be done through the RT
interface. I just wanted to check and confirm that this was the case
or whether I might have missed something.

The reason I am interested is that we are using Plone to build our
intranet and have a group/role structure within that which is exported
to an LDAP directory. We can then use this for authentication against
a Jive Jabber server, Email server and was wondering just how much of
that functionality we could use with RT. I have looked at Plone
Collector NG which is an Issue Management product for Plone that 
utilises the workflow and groups from Plone but compared to RT it is
lacking in features and documention so am very interested to see just
how RT can work with LDAP.

Just interested in any comments.

cheers
John




--
John Habermann
The Wilderness Society
www.wilderness.org.au


From Steffen.Heinzmann at exel.com  Thu Dec 22 02:59:46 2005
From: Steffen.Heinzmann at exel.com (Steffen Heinzmann)
Date: Thu, 22 Dec 2005 08:59:46 +0100
Subject: [rt-users] How to prevent Out-of-the-office Mails hitting RT ?
Message-ID: <OF5EB56592.8688EA39-ONC12570DF.002B9F61-C12570DF.002BEC7B@exel.com>

Hello,

I'm quite new into RT and I have the below problem:

When user creating a manual ticket, and ad an e-mail address for the 
Requestor, and this
Requestor has his e-mail system giving an Auto-Reply saying "Mr. X is not 
in the office", 
This Auto-Reply is pulling everytime a new Ticket-number in RT.

Is there a possiblity to filter the subject of each inbound e-mail to RT, 
that e-mails with
certain subjects like the string "is not in the office" are not creating a 
Ticket in RT ?

Do you have any sample code I could use ?

Many thanks for your help ;-)

Steffen

Important Email Information

The information in this email is confidential and may be legally privileged.
It is intended solely for the addressee. Access to this email by anyone else
is unauthorized. If you are not the intended recipient, any disclosure, copying, 
distribution or any action taken or omitted to be taken in reliance on it,
is prohibited and may be unlawful. If you are not the intended addressee please
contact the sender and dispose of this e-mail.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051222/f6a27ea2/attachment.htm>

From t.muehlstrasser at science-computing.de  Thu Dec 22 03:04:53 2005
From: t.muehlstrasser at science-computing.de (Thomas Muehlstrasser)
Date: Thu, 22 Dec 2005 09:04:53 +0100
Subject: [rt-users] Seach/Build.html problems
In-Reply-To: <431DA53A.6090401@uwaterloo.ca>
References: <431DA53A.6090401@uwaterloo.ca>
Message-ID: <43AA5E25.2050402@science-computing.de>

Jeff Voskamp wrote:
> All the Columns that refer to other tickets (DependsOn, RefersTo, etc) 
> all seem to return the current ticket ID instead of the _other_ end of 
> the link.  I get this behaviour under 3.4.4 and 3.5.3.
> 
> Jeff Voskamp

I also have this phenomenon under 3.4.1 (debian package).
Has anyone fixed this?

Thanks and regards

Thomas


From jesse at bestpractical.com  Thu Dec 22 03:30:02 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Dec 2005 03:30:02 -0500
Subject: [rt-users] Seach/Build.html problems
In-Reply-To: <43AA5E25.2050402@science-computing.de>
References: <431DA53A.6090401@uwaterloo.ca>
	<43AA5E25.2050402@science-computing.de>
Message-ID: <20051222083002.GG18155@bestpractical.com>




On Thu, Dec 22, 2005 at 09:04:53AM +0100, Thomas Muehlstrasser wrote:
> 
> I also have this phenomenon under 3.4.1 (debian package).
> Has anyone fixed this?

Fairly certain we licked this for 3.4.5. Give 3.4.5rc2 a shot?

> 
> Thanks and regards
> 
> Thomas
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
> 

-- 


From robw at plattformad.com  Thu Dec 22 07:05:53 2005
From: robw at plattformad.com (Rob Wilson)
Date: Thu, 22 Dec 2005 06:05:53 -0600
Subject: [rt-users] uninstall package
Message-ID: <20051222120553.510B968000FE@mars.plattformad.com>

How do you uninstall a package from RT? I would like to uninstall the
Statistics package. 

 

 

 

Rob Wilson

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051222/e2ebf8a8/attachment.htm>

From robw at plattformad.com  Thu Dec 22 06:50:15 2005
From: robw at plattformad.com (Rob Wilson)
Date: Thu, 22 Dec 2005 05:50:15 -0600
Subject: [rt-users] blank pages after statistics install
Message-ID: <20051222115015.33B2168000E2@mars.plattformad.com>

I installed RTx - statistics on 12/21/05. Ever since then the results pages
are coming back blank. The home page also. Just logging in, this could
happen. The alternate lines with colors are coming back but no information. 

 

I then hit the home button again and the tickets will show up. We can
reproduce this consistently. I thought it was an Internet explorer problem
but it has happens in firefox also. 

 

Here is our configuration

RT 3.4.1

Mysql 4.1

Debian sarge

 

Rtx Statistics 1.6.

 

 

 

Please let me know if you have any questions.

 

 

Thanks,

 

Rob Wilson
Project Manager
Plattformad
500 N. Rogers Rd.
Olathe, KS 66062
Phone: 913-254-6779
Fax: 913-764-3098 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051222/e25ad112/attachment.htm>

From JoopvandeWege at mococo.nl  Thu Dec 22 08:01:54 2005
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 22 Dec 2005 14:01:54 +0100
Subject: [rt-users] Statistics for RT?
In-Reply-To: <20051222121410.876724D82EF@diesel.bestpractical.com>
References: <20051222121410.876724D82EF@diesel.bestpractical.com>
Message-ID: <20051222135635.1173.JOOPVANDEWEGE@mococo.nl>


On Thu, 22 Dec 2005 07:14:10 -0500 (EST)
> 
> Is there any other solutions to generate statistics reports of RT than
> the Statistics package, which I cannot get it to work?  If there's
> none, would simply writting some scripts to directly get data from
> database and then generate some kind of text files be viable? 
> Suggestions are appreciated.  Thanks.
I just downloaded RTx-Statistics-0.16 from the ftp site and installed it
into RT-3.4.5pre2 and into our production RT-3.4.3, which had the old
Statistics installed. Both worked in one go. This is what I did.
unpack the archive (/export/home/joop/RTx-Statistics-0.16)
cd into dir
perl Makefile.PL
make
make install
/opt/rt/apache/bin/apachectl stop
rm -Rf /opt/rt/rt3.4.3/var/mason_data/obj/*
/opt/rt/apache/bin/apachectl start

Done. Login into RT and enjoy the graphs.

What is not working for you?
What versions of RT/perl are you running?

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From kfh at mqsoftware.com  Thu Dec 22 08:07:35 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 22 Dec 2005 07:07:35 -0600
Subject: [rt-users] blank pages after statistics install
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>

A few people have seen this now (I think the count is 3), and I'm kind of lost to know how to track it down.  Does anyone have any ideas? Jesse?

In the meantime, Rob, did you clear the mason cache while httpd was down during installation?  If not, try bringing down apache, then clearing the mason cache, and see if that helps.

The only other thing I can say is that most people say that if they reload the page several times it goes away (for awhile).

-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com
________________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob Wilson
Sent: Thursday, December 22, 2005 5:50 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] blank pages after statistics install

I installed RTx - statistics on 12/21/05. Ever since then the results pages are coming back blank. The home page also. Just logging in, this could happen. The alternate lines with colors are coming back but no information. 

I then hit the home button again and the tickets will show up. We can reproduce this consistently. I thought it was an Internet explorer problem but it has happens in firefox also. 

Here is our configuration
RT 3.4.1
Mysql 4.1
Debian sarge

Rtx Statistics 1.6.



Please let me know if you have any questions.
?
?
Thanks,
?
Rob Wilson
Project Manager
Plattformad
500 N. Rogers Rd.
Olathe, KS 66062
Phone: 913-254-6779
Fax: 913-764-3098 




From robw at plattformad.com  Thu Dec 22 08:28:18 2005
From: robw at plattformad.com (Rob Wilson)
Date: Thu, 22 Dec 2005 07:28:18 -0600 (CST)
Subject: [rt-users] blank pages after statistics install
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
Message-ID: <2613.70.244.108.153.1135258098.squirrel@saturn.plattformad.com>

Kelly, I did see a note on the site about clearing cache after another
installation so I tried that.
yes, I did shut down apache. I did clear the mason_data/obj directory and
then restarted the web server.
The problem happens more with IE then firefox.

I am able to reproduce this problem in 3.4.4( installed on RHEL 4.0) and
3.4.1( installed on Debian Sarge)
it started right after I installed the statistics package.

How do I remove the statistics package?

Thanks for the quick response.

Rob


> A few people have seen this now (I think the count is 3), and I'm kind
> of lost to know how to track it down.  Does anyone have any ideas?
> Jesse?
>
> In the meantime, Rob, did you clear the mason cache while httpd was
> down during installation?  If not, try bringing down apache, then
> clearing the mason cache, and see if that helps.
>
> The only other thing I can say is that most people say that if they
> reload the page several times it goes away (for awhile).
>
> --
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> ________________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob
> Wilson Sent: Thursday, December 22, 2005 5:50 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] blank pages after statistics install
>
> I installed RTx - statistics on 12/21/05. Ever since then the results
> pages are coming back blank. The home page also. Just logging in, this
> could happen. The alternate lines with colors are coming back but no
> information.
>
> I then hit the home button again and the tickets will show up. We can
> reproduce this consistently. I thought it was an Internet explorer
> problem but it has happens in firefox also.
>
> Here is our configuration
> RT 3.4.1
> Mysql 4.1
> Debian sarge
>
> Rtx Statistics 1.6.
>
>
>
> Please let me know if you have any questions.
>
>
> Thanks,
>
> Rob Wilson
> Project Manager
> Plattformad
> 500 N. Rogers Rd.
> Olathe, KS 66062
> Phone: 913-254-6779
> Fax: 913-764-3098





From kfh at mqsoftware.com  Thu Dec 22 08:35:18 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 22 Dec 2005 07:35:18 -0600
Subject: [rt-users] blank pages after statistics install
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD5@mailservermn.mqsoftware.com>

Rob,

> -----Original Message-----
> From: Rob Wilson [mailto:robw at plattformad.com]
> Sent: Thursday, December 22, 2005 7:28 AM
> To: Kelly F. Hickel
> Cc: robw at plattformad.com; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] blank pages after statistics install
> 
> Kelly, I did see a note on the site about clearing cache after another
> installation so I tried that.
> yes, I did shut down apache. I did clear the mason_data/obj directory
and
> then restarted the web server.
> The problem happens more with IE then firefox.
> 
> I am able to reproduce this problem in 3.4.4( installed on RHEL 4.0)
and
> 3.4.1( installed on Debian Sarge)
> it started right after I installed the statistics package.
> 
> How do I remove the statistics package?
> 
> Thanks for the quick response.
> 
> Rob

The philosophy of the Make Maker modules is that uninstall is unsafe, so
they don't product a working uninstall in the makefile.  It is supposed
to list out the files that you should remove by hand, unfortunately
there's a bug in one of those modules that means this fails when you
don't install to the prel site libs.  So, you should have a file
/opt/rt3/local/lib/RTx/Statistics/.packlist, which lists all the files
that were installed, remove them.

Also unfortunately, because of the same bug, if you do another install
that only installs some of the files, it overwrites the .packlist file.
In this case you can do a find from /opt/rt3 looking for directories
named Statistics and remove them. The list of directories should look
like:
[root at rtsupport rt3]# find . -name Statistics -print
./share/html/RTx/Statistics
./local/lib/auto/RTx/Statistics
./local/html/Callbacks/Statistics

-Kelly

> 
> 
> > A few people have seen this now (I think the count is 3), and I'm
kind
> > of lost to know how to track it down.  Does anyone have any ideas?
> > Jesse?
> >
> > In the meantime, Rob, did you clear the mason cache while httpd was
> > down during installation?  If not, try bringing down apache, then
> > clearing the mason cache, and see if that helps.
> >
> > The only other thing I can say is that most people say that if they
> > reload the page several times it goes away (for awhile).
> >
> > --
> > Kelly F. Hickel
> > Senior Software Architect
> > MQSoftware, Inc
> > 952.345.8677
> > kfh at mqsoftware.com
> > ________________________________________
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob
> > Wilson Sent: Thursday, December 22, 2005 5:50 AM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] blank pages after statistics install
> >
> > I installed RTx - statistics on 12/21/05. Ever since then the
results
> > pages are coming back blank. The home page also. Just logging in,
this
> > could happen. The alternate lines with colors are coming back but no
> > information.
> >
> > I then hit the home button again and the tickets will show up. We
can
> > reproduce this consistently. I thought it was an Internet explorer
> > problem but it has happens in firefox also.
> >
> > Here is our configuration
> > RT 3.4.1
> > Mysql 4.1
> > Debian sarge
> >
> > Rtx Statistics 1.6.
> >
> >
> >
> > Please let me know if you have any questions.
> >
> >
> > Thanks,
> >
> > Rob Wilson
> > Project Manager
> > Plattformad
> > 500 N. Rogers Rd.
> > Olathe, KS 66062
> > Phone: 913-254-6779
> > Fax: 913-764-3098
> 
> 




From nmetrowsky at digitalglobe.com  Thu Dec 22 10:01:10 2005
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 22 Dec 2005 08:01:10 -0700
Subject: [rt-users] Could not add custom field value message
Message-ID: <C1BF1C58F42A304A899E2933C220F48A16A3DE@COMAIL02.digitalglobe.com>

Hi Everyone,

 

I just upgraded from Request Tracker V2.0.14 to V3.4.4 and for the most
part the upgrade went flawlessly. With an exception of a few ticket
links, a couple users and about 20 or so comments/attachments; 15300
tickets migrated nicely. Unfortunately, I also have one problem. Our
site has decided to add custom fields, as they are now available in
Request Tracker V3. So, I created the custom fields, set the ACLs needs
so they could be used on tickets, queues, groups, etc. The custom fields
appear correctly, when you view them in the configuration area, they
show up on tickets, etc. Also, the fields show up fine in the Query
area. So, everything looks like it works. However, when I try to enter
information into a custom field, on a ticket, I get a "Could not add new
custom field value" message. Does anyone have any insights on this
issue?

 

I am running RT 3.4.4, MySQL 4.1.15, httpd 2.0.55, mod_perl 2.0, perl
5.8.7, AssetTracker 1.2.1, DBIxSearchBuilder 1.35, Rtx:RightMatrix
02.05, Statistics 1.5 and a whole slew of CPAN modules. FYI, I did stop
the web server, remove /opt/rt3/var/mason_data/obj and restarted the web
server when I did all the upgrades and extensions to Rt 3.4.4

 

Thank you for your time.

 

Nick

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051222/1c9bc640/attachment.htm>

From AMyers at abacus-us.com  Thu Dec 22 10:27:27 2005
From: AMyers at abacus-us.com (Myers, Adam)
Date: Thu, 22 Dec 2005 08:27:27 -0700
Subject: [rt-users] Case-Sensitive user search
Message-ID: <205D20196806AE41A9D8A9E982659E27036C0C9E@THN-EXCLS2.dc1.doubleclick.corp>

The user search in the component SelectUsers for ModifyPeople and
UserAdmin. I've had complaints saying the search doesn't work when
looking to add a watcher, but they are not capitalizing the names. 


-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Wednesday, December 21, 2005 6:38 PM
To: Myers, Adam
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Case-Sensitive user search

On 12/22/05, Myers, Adam <AMyers at abacus-us.com> wrote:
>
> When looking up users, the search should not be case sensitive. I have

> dug
Which one search?

> for the regex where this search takes place and have not found it. I'm

> sure it is a simple change, adding an 'i' after the pattern match. 
> Where does this search take place?
>
> Thanks - Adam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at

> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and 
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html
>
>


--
Best regards, Ruslan.


From howard.jones at network-i.net  Thu Dec 22 12:07:06 2005
From: howard.jones at network-i.net (Howard Jones)
Date: Thu, 22 Dec 2005 17:07:06 +0000
Subject: [rt-users] BULK shredding?
Message-ID: <43AADD3A.8060101@network-i.net>

I've just been looking into using RTx-Shredder to kill off our deleted 
tickets (55000 tickets now, and probably 80% deleted).
However using the obvious incantation from the documentation:

    ./rtx-shredder --sqldump unshred.2005-12-21.B.sql --plugin 
'Tickets=status,deleted'

it offers to delete 10 tickets. Running it again deletes another 10. Is 
there an option to shred ALL the matching tickets? I couldn't see one in 
the docs... From the web interface, there's a limit you can set, but if 
you set it high then the URI is too long for the RT web dispatcher 
('high' seems to be <500).

Can I specify a limit on the CLI version (bypassing any URI problems)?

I don't mind if it takes a while, just so long as it doesn't require 
poking every 10 minutes :-)

Best Regards,

Howard Jones

(Incidentally, the Shredder Web UI didn't work in IE6 at all - the 
show/hide for the plugin options didn't trigger. I used Firefox and it 
worked fine).


From trey at ERC.MsState.Edu  Thu Dec 22 12:28:22 2005
From: trey at ERC.MsState.Edu (Trey Breckenridge)
Date: Thu, 22 Dec 2005 11:28:22 -0600
Subject: [rt-users] blank pages after statistics install
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
Message-ID: <43AAE236.1070604@ERC.MsState.Edu>

Add me to the count.  I too have this problem.

Trey

On 12/22/2005 7:07 AM, Kelly F. Hickel wrote:
> A few people have seen this now (I think the count is 3), and I'm kind of
> lost to know how to track it down.  Does anyone have any ideas? Jesse?
> 
> In the meantime, Rob, did you clear the mason cache while httpd was down
> during installation?  If not, try bringing down apache, then clearing the
> mason cache, and see if that helps.
> 
> The only other thing I can say is that most people say that if they reload
> the page several times it goes away (for awhile).

__________________________________________________________________________
         Trey Breckenridge - trey at ERC.MsState.Edu - (662) 325-4024
             Computing Resources and Operations Administrator
                 High Performance Computing Collaboratory
                       Mississippi State University




From sdowdy at ucar.edu  Thu Dec 22 12:46:02 2005
From: sdowdy at ucar.edu (Stephen Dowdy)
Date: Thu, 22 Dec 2005 10:46:02 -0700
Subject: [rt-users] blank pages after statistics install
In-Reply-To: <20051222115015.33B2168000E2@mars.plattformad.com>
References: <20051222115015.33B2168000E2@mars.plattformad.com>
Message-ID: <43AAE65A.3060406@ucar.edu>

Rob Wilson wrote:
> I installed RTx ? statistics on 12/21/05. Ever since then the results pages are 
> coming back blank. The home page also. Just logging in, this could happen. The 
> alternate lines with colors are coming back but no information.
> 
> I then hit the home button again and the tickets will show up. We can reproduce 
> this consistently. I thought it was an Internet explorer problem but it has 
> happens in firefox also.

We also experience this after installing the Statistics package.  Happens in Mozilla&Firefox for us.  If you want a visual idea of the problem, a screenshot is at:

http://www.rap.ucar.edu/~sdowdy/RT/RT-fail.png

I looked at the HTML source, and it's all good, just that the <TD> cells have NO content in them.  Now, why i get the ticket *status* (open,new), but no other ticket content is strange.

My belief is that this data nullification problem happens ONLY when someone is *using* (or just used) the Statistics package (it's been stable for the past couple of days when noone used the tool).  It affects all users queries sporadically (i.e. refreshes may or may not cause the data to appear immediately, but it will eventually).  So, this appears to either be a global cache corruption problem, or perhaps my MySQL server gets overwhelmed and negative responses are silently dropped.  Nothing appears in rt.log (at debug level), but i haven't attempted to see if the MySQL server is complaining.

--stephen
-- 
Stephen Dowdy  -  Systems Administrator  -  NCAR/RAP
303.497.2869  -  sdowdy at ucar.edu  -  http://www.rap.ucar.edu/~sdowdy/



From sturner at MIT.EDU  Thu Dec 22 12:56:21 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 22 Dec 2005 12:56:21 -0500
Subject: [rt-users] BULK shredding?
In-Reply-To: <43AADD3A.8060101@network-i.net>
References: <43AADD3A.8060101@network-i.net>
Message-ID: <6.2.1.2.2.20051222125549.0324dba0@po14.mit.edu>

At Thursday 12/22/2005 12:07 PM, Howard Jones wrote:

>(Incidentally, the Shredder Web UI didn't work in IE6 at all - the 
>show/hide for the plugin options didn't trigger. I used Firefox and it 
>worked fine).
>_________


This doesn't work in Opera either.

Steve




From ldriggers at fncinc.com  Thu Dec 22 14:35:58 2005
From: ldriggers at fncinc.com (Les Driggers)
Date: Thu, 22 Dec 2005 13:35:58 -0600
Subject: [rt-users] RTx installer and package system??
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A90@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900A90@mailservermn.mqsoftware.com>
Message-ID: <1135280159.3246.6.camel@ox-ldrigger21>

On Wed, 2005-12-21 at 07:32 -0600, Kelly F. Hickel wrote:
> Les,
> 	I forgot to ask, in the Ticket Trends by Day, are the numbers in
> the table correct, but the total line in the table is wrong?  Are the
> graphed numbers correct?  Or, is everything just off?
> 

All of the numbers are wrong. Sorry for the delay. I'm on vacation, so
not checking email much.

Les

Confidentiality Notice: This message is for the sole use of the intended recipient(s). It may contain confidential or proprietary information and may be subject to the attorney-client privilege or other confidentiality protections. If this message was misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries waive any confidentiality, privilege, or trade secrets. If you are not a designated recipient, you may not review, print, copy, retransmit, disseminate, or otherwise use this message. If you have received this message in error, please notify the sender by reply e-mail and delete this message.



From jesse at bestpractical.com  Thu Dec 22 15:12:09 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Dec 2005 15:12:09 -0500
Subject: [rt-users] blank pages after statistics install
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
Message-ID: <20051222201209.GM18155@bestpractical.com>




On Thu, Dec 22, 2005 at 07:07:35AM -0600, Kelly F. Hickel wrote:
> A few people have seen this now (I think the count is 3), and I'm kind of lost to know how to track it down.  Does anyone have any ideas? Jesse?
 
I haven't had time to dig at the code. We've got a big release coming up
on Sunday. My first guess would be a broken autohandler callback.


From jeff at voskamp.ca  Thu Dec 22 15:19:30 2005
From: jeff at voskamp.ca (Jeff Voskamp)
Date: Thu, 22 Dec 2005 15:19:30 -0500
Subject: [rt-users] blank pages after statistics install
In-Reply-To: <20051222201209.GM18155@bestpractical.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
	<20051222201209.GM18155@bestpractical.com>
Message-ID: <20051222201929.GA19323@thor.voskamp.ca>

On Thu, Dec 22, 2005 at 03:12:09PM -0500, Jesse Vincent wrote:
> 
...
> I haven't had time to dig at the code. We've got a big release coming up
> on Sunday. My first guess would be a broken autohandler callback.

So if it works, it's a Christmas present;
And if it doesn't you can blame it on the Egg Nog?

Jeff


From jesse at bestpractical.com  Thu Dec 22 15:32:53 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Dec 2005 15:32:53 -0500
Subject: [rt-users] blank pages after statistics install
In-Reply-To: <20051222201929.GA19323@thor.voskamp.ca>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
	<20051222201209.GM18155@bestpractical.com>
	<20051222201929.GA19323@thor.voskamp.ca>
Message-ID: <20051222203253.GO18155@bestpractical.com>


> So if it works, it's a Christmas present;
> And if it doesn't you can blame it on the Egg Nog?

In this case "It" is Jifty, our new Web application framework, complete
with automatic database setup and upgrade support, a clean new syntax
for model class definitions, AJAX support (with equivalent functionality
for non-AJAX browsers), support for continuations-based web programming
and a built in database admin UI.

We're using it for a "new thing" that's not quite ready for release yet,
but when I tried to create the second application (a wiki), it took me
about two hours (and less than 100loc) to go from 0 to Wiki.  We've
since refined things quite a bit. I'm pretty sure I could build the same 
thing on stage in < 10 minutes and 20 loc. ;)

Oh, and it comes with a pony.

Jesse


From todd at chaka.net  Thu Dec 22 17:50:41 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 22 Dec 2005 17:50:41 -0500
Subject: [rt-users] blank pages after statistics install
In-Reply-To: <20051222203253.GO18155@bestpractical.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AD1@mailservermn.mqsoftware.com>
	<20051222201209.GM18155@bestpractical.com>
	<20051222201929.GA19323@thor.voskamp.ca>
	<20051222203253.GO18155@bestpractical.com>
Message-ID: <20051222225041.GB9195@chaka.net>

It's probably because component
html/RTx/Statistics/Elements/StatColumnMap
which declares global $COLUMN_MAP, thus clobbering
the one RT declares.

Whoever the author is needs to give it a unique name.

Been there, done that...

-Todd

On Thu, Dec 22, 2005 at 03:32:53PM -0500, Jesse Vincent wrote:
> 
> > So if it works, it's a Christmas present;
> > And if it doesn't you can blame it on the Egg Nog?
> 
> In this case "It" is Jifty, our new Web application framework, complete
> with automatic database setup and upgrade support, a clean new syntax
> for model class definitions, AJAX support (with equivalent functionality
> for non-AJAX browsers), support for continuations-based web programming
> and a built in database admin UI.
> 
> We're using it for a "new thing" that's not quite ready for release yet,
> but when I tried to create the second application (a wiki), it took me
> about two hours (and less than 100loc) to go from 0 to Wiki.  We've
> since refined things quite a bit. I'm pretty sure I could build the same 
> thing on stage in < 10 minutes and 20 loc. ;)
> 
> Oh, and it comes with a pony.
> 
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html


From kfh at mqsoftware.com  Thu Dec 22 17:15:06 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 22 Dec 2005 16:15:06 -0600
Subject: [rt-users] blank pages after statistics install
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AF5@mailservermn.mqsoftware.com>

DAMN.  I renamed the file but forgot to rename the variable.

<sigh>

OK, well, no promises, but I'll try to get out a 0.1.7 with this change
in the next few days.......

Watch this space.....

-- 

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


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
> Sent: Thursday, December 22, 2005 4:51 PM
> To: Jesse Vincent
> Cc: Rob Wilson; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] blank pages after statistics install
> 
> It's probably because component
> html/RTx/Statistics/Elements/StatColumnMap
> which declares global $COLUMN_MAP, thus clobbering
> the one RT declares.
> 
> Whoever the author is needs to give it a unique name.
> 
> Been there, done that...
> 
> -Todd
> 
> On Thu, Dec 22, 2005 at 03:32:53PM -0500, Jesse Vincent wrote:
> >
> > > So if it works, it's a Christmas present;
> > > And if it doesn't you can blame it on the Egg Nog?
> >
> > In this case "It" is Jifty, our new Web application framework,
complete
> > with automatic database setup and upgrade support, a clean new
syntax
> > for model class definitions, AJAX support (with equivalent
functionality
> > for non-AJAX browsers), support for continuations-based web
programming
> > and a built in database admin UI.
> >
> > We're using it for a "new thing" that's not quite ready for release
yet,
> > but when I tried to create the second application (a wiki), it took
me
> > about two hours (and less than 100loc) to go from 0 to Wiki.  We've
> > since refined things quite a bit. I'm pretty sure I could build the
same
> > thing on stage in < 10 minutes and 20 loc. ;)
> >
> > Oh, and it comes with a pony.
> >
> > Jesse
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html



From from_rtlist at corenap.com  Thu Dec 22 17:33:05 2005
From: from_rtlist at corenap.com (Albert Meyer)
Date: Thu, 22 Dec 2005 16:33:05 -0600
Subject: [rt-users] Change default behavior of "Update multiple tickets?"
Message-ID: <43AB29A1.2090900@corenap.com>

When I click on "Update multiple tickets" the default is that all tickets are 
checked. If I have 100 tickets in a queue and wish to update 12 of them, I have 
to click 88 times to uncheck the rest (which makes the feature useless in such 
cases). I scanned the manual, searched mailing-list archives and asked our 
in-house RT expert but so far I have not found a way to change the default 
behavior to have them start out unchecked. Does anyone know how to do this?


From jesse at bestpractical.com  Thu Dec 22 18:23:08 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Dec 2005 18:23:08 -0500
Subject: [rt-users] Change default behavior of "Update multiple tickets?"
In-Reply-To: <43AB29A1.2090900@corenap.com>
References: <43AB29A1.2090900@corenap.com>
Message-ID: <20051222232308.GP18155@bestpractical.com>




On Thu, Dec 22, 2005 at 04:33:05PM -0600, Albert Meyer wrote:
> When I click on "Update multiple tickets" the default is that all tickets 
> are checked. If I have 100 tickets in a queue and wish to update 12 of 
> them, I have to click 88 times to uncheck the rest (which makes the feature 
> useless in such cases). I scanned the manual, searched mailing-list 
> archives and asked our in-house RT expert but so far I have not found a way 
> to change the default behavior to have them start out unchecked. Does 
> anyone know how to do this?

Give RT 3.5.6 a shot?


From jim at archer.net  Thu Dec 22 18:05:43 2005
From: jim at archer.net (Jim Archer)
Date: Thu, 22 Dec 2005 18:05:43 -0500
Subject: [rt-users] Multiple eye-catchers in a single installation?
Message-ID: <08D870F7E60874387C8AC67E@[192.168.1.104]>

Hi All...

I'm wondering if a single installation of RT can have different 
eye-catchers (the text in the subject line) so it could be shared by 
multiple organizations?

I know as of about a year or so ago this was not possible, I was just 
wondering if it has been added.

Thanks...

Jim



From kfh at mqsoftware.com  Thu Dec 22 20:21:04 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 22 Dec 2005 19:21:04 -0600
Subject: Announcement RTx::Statistics 0.1.7 available (was RE: [rt-users]
	blank pages after statistics install)
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0390CB@mailservermn.mqsoftware.com>

OK,
 I've put in the changes from Les, Todd and Stephen, I've test it with a queue named "test(paren)", and it seems to work.

Hopefully this will fix those folks that are seeing the blank pages.

Download from the usual place.

-Kelly


-----Original Message-----
From:	rt-users-bounces at lists.bestpractical.com on behalf of Kelly F. Hickel
Sent:	Thu 12/22/2005 5:15 PM
To:	Todd Chapman; Jesse Vincent
Cc:	Rob Wilson; rt-users at lists.bestpractical.com
Subject:	RE: [rt-users] blank pages after statistics install
DAMN.  I renamed the file but forgot to rename the variable.

<sigh>

OK, well, no promises, but I'll try to get out a 0.1.7 with this change
in the next few days.......

Watch this space.....

-- 

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


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
> Sent: Thursday, December 22, 2005 4:51 PM
> To: Jesse Vincent
> Cc: Rob Wilson; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] blank pages after statistics install
> 
> It's probably because component
> html/RTx/Statistics/Elements/StatColumnMap
> which declares global $COLUMN_MAP, thus clobbering
> the one RT declares.
> 
> Whoever the author is needs to give it a unique name.
> 
> Been there, done that...
> 
> -Todd
> 
> On Thu, Dec 22, 2005 at 03:32:53PM -0500, Jesse Vincent wrote:
> >
> > > So if it works, it's a Christmas present;
> > > And if it doesn't you can blame it on the Egg Nog?
> >
> > In this case "It" is Jifty, our new Web application framework,
complete
> > with automatic database setup and upgrade support, a clean new
syntax
> > for model class definitions, AJAX support (with equivalent
functionality
> > for non-AJAX browsers), support for continuations-based web
programming
> > and a built in database admin UI.
> >
> > We're using it for a "new thing" that's not quite ready for release
yet,
> > but when I tried to create the second application (a wiki), it took
me
> > about two hours (and less than 100loc) to go from 0 to Wiki.  We've
> > since refined things quite a bit. I'm pretty sure I could build the
same
> > thing on stage in < 10 minutes and 20 loc. ;)
> >
> > Oh, and it comes with a pony.
> >
> > Jesse
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> http://bestpractical.com/services/training.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html

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

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

Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com

WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html






From ruslan.zakirov at gmail.com  Fri Dec 23 02:17:01 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Dec 2005 10:17:01 +0300
Subject: [rt-users] BULK shredding?
In-Reply-To: <43AADD3A.8060101@network-i.net>
References: <43AADD3A.8060101@network-i.net>
Message-ID: <589c94400512222317lae0020cw1ba3e21c274a46fc@mail.gmail.com>

On 12/22/05, Howard Jones <howard.jones at network-i.net> wrote:
> I've just been looking into using RTx-Shredder to kill off our deleted
> tickets (55000 tickets now, and probably 80% deleted).
> However using the obvious incantation from the documentation:
>
>     ./rtx-shredder --sqldump unshred.2005-12-21.B.sql --plugin
> 'Tickets=status,deleted'
>
> it offers to delete 10 tickets. Running it again deletes another 10. Is
> there an option to shred ALL the matching tickets? I couldn't see one in
> the docs... From the web interface, there's a limit you can set, but if
> you set it high then the URI is too long for the RT web dispatcher
> ('high' seems to be <500).
>
> Can I specify a limit on the CLI version (bypassing any URI problems)?
Yes, you can. CLI has the same set of options for plugins.
./rtx-shredder --sqldump unshred.2005-12-21.B.sql --plugin
'Tickets=status,deleted;limit,500'

I wouldn't suggest you to delete more then 1000 tickets at once.

>
> I don't mind if it takes a while, just so long as it doesn't require
> poking every 10 minutes :-)
>
> Best Regards,
>
> Howard Jones
>
> (Incidentally, the Shredder Web UI didn't work in IE6 at all - the
> show/hide for the plugin options didn't trigger. I used Firefox and it
> worked fine).
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Fri Dec 23 02:11:20 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Dec 2005 10:11:20 +0300
Subject: [rt-users] BULK shredding?
In-Reply-To: <6.2.1.2.2.20051222125549.0324dba0@po14.mit.edu>
References: <43AADD3A.8060101@network-i.net>
	<6.2.1.2.2.20051222125549.0324dba0@po14.mit.edu>
Message-ID: <589c94400512222311w39f97aeai9e3b9b912a3c36a1@mail.gmail.com>

On 12/22/05, Stephen Turner <sturner at mit.edu> wrote:
> At Thursday 12/22/2005 12:07 PM, Howard Jones wrote:
>
> >(Incidentally, the Shredder Web UI didn't work in IE6 at all - the
> >show/hide for the plugin options didn't trigger. I used Firefox and it
> >worked fine).
> >_________
>
>
> This doesn't work in Opera either.
Oh, that's bad. I don't have access to IE :( I'll try with opera.

>
> Steve
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From robw at plattformad.com  Fri Dec 23 07:09:46 2005
From: robw at plattformad.com (Rob Wilson)
Date: Fri, 23 Dec 2005 06:09:46 -0600 (CST)
Subject: [rt-users] error when installing rtir 1.1.5
Message-ID: <3847.70.244.108.153.1135339786.squirrel@saturn.plattformad.com>

I am trying to install RTIR 1.1.5

rhel4.0
RT 3.4.4

when I untar the file and type perl Makefile.PL
I get the following.

Using RT configurations from /opt/rt3/lib/RT.pm:
./etc   => /opt/rt3/local/etc/IR
./html  => /opt/rt3/share/html
./lib   => /opt/rt3/local/lib
For first-time installation, type 'make initdb'.
The 'description' method does not exist in the 'inc' path!
Please remove the 'inc' directory and run Makefile.PL again to load it.


I removed the 'inc' directory and this is what I get

Can't locate inc/Module/Install.pm in @INC (@INC contains:
/usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4
/usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2
/usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4
/usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2
/usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0
/usr/lib/perl5/vendor_perl .) at Makefile.PL line 1.BEGIN failed--compilation aborted at Makefile.PL line 1.

if I add the 'inc' directory back in I get the original message asking to
remove the directory.
Thanks,

Rob




From robw at plattformad.com  Fri Dec 23 07:21:49 2005
From: robw at plattformad.com (Rob Wilson)
Date: Fri, 23 Dec 2005 06:21:49 -0600 (CST)
Subject: Announcement RTx::Statistics 0.1.7 available (was RE: [rt-users]
	blank pages after statistics install)
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0390CB@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD0390CB@mailservermn.mqsoftware.com>
Message-ID: <4004.24.123.111.149.1135340509.squirrel@saturn.plattformad.com>

Kelly, I just installed this on my test server. every time I click on
ticket trends by day RT crashes.
I did remove the mason_data/obj directory and then restarted apache.

Rob

> OK,
> I've put in the changes from Les, Todd and Stephen, I've test it with a
> queue named "test(paren)", and it seems to work.
>
> Hopefully this will fix those folks that are seeing the blank pages.
>
> Download from the usual place.
>
> -Kelly
>
>
> -----Original Message-----
> From:	rt-users-bounces at lists.bestpractical.com on behalf of Kelly F.
> Hickel Sent:	Thu 12/22/2005 5:15 PM
> To:	Todd Chapman; Jesse Vincent
> Cc:	Rob Wilson; rt-users at lists.bestpractical.com
> Subject:	RE: [rt-users] blank pages after statistics install
> DAMN.  I renamed the file but forgot to rename the variable.
>
> <sigh>
>
> OK, well, no promises, but I'll try to get out a 0.1.7 with this change
> in the next few days.......
>
> Watch this space.....
>
> --
>
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
>
>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>> bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
>> Sent: Thursday, December 22, 2005 4:51 PM
>> To: Jesse Vincent
>> Cc: Rob Wilson; rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] blank pages after statistics install
>>
>> It's probably because component
>> html/RTx/Statistics/Elements/StatColumnMap
>> which declares global $COLUMN_MAP, thus clobbering
>> the one RT declares.
>>
>> Whoever the author is needs to give it a unique name.
>>
>> Been there, done that...
>>
>> -Todd
>>
>> On Thu, Dec 22, 2005 at 03:32:53PM -0500, Jesse Vincent wrote:
>> >
>> > > So if it works, it's a Christmas present;
>> > > And if it doesn't you can blame it on the Egg Nog?
>> >
>> > In this case "It" is Jifty, our new Web application framework,
> complete
>> > with automatic database setup and upgrade support, a clean new
> syntax
>> > for model class definitions, AJAX support (with equivalent
> functionality
>> > for non-AJAX browsers), support for continuations-based web
> programming
>> > and a built in database admin UI.
>> >
>> > We're using it for a "new thing" that's not quite ready for release
> yet,
>> > but when I tried to create the second application (a wiki), it took
> me
>> > about two hours (and less than 100loc) to go from 0 to Wiki.  We've
>> > since refined things quite a bit. I'm pretty sure I could build the
> same
>> > thing on stage in < 10 minutes and 20 loc. ;)
>> >
>> > Oh, and it comes with a pony.
>> >
>> > Jesse
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>> >
>> > Download a free sample chapter of RT Essentials from O'Reilly Media
> at
>> http://rtbook.bestpractical.com
>> >
>> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
> and
>> > San Francisco - Find out more at
>> http://bestpractical.com/services/training.html
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>> Download a free sample chapter of RT Essentials from O'Reilly Media at
>> http://rtbook.bestpractical.com
>>
>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>> San Francisco - Find out more at
>> http://bestpractical.com/services/training.html
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html





From jphayes at gmail.com  Fri Dec 23 07:29:16 2005
From: jphayes at gmail.com (John Paul Hayes)
Date: Fri, 23 Dec 2005 12:29:16 +0000
Subject: [rt-users] Features of RT3.4
Message-ID: <8d4ad9b90512230429o25655cbbyf98a2835031382b3@mail.gmail.com>

Hi  all,

Just a quick question regarding the features of rt3.4.

i am currently looking to upgrade from an older version (3.0) but need
convincing.

What are the main feature changes / improvements in 3.4?

Thanks in advance!
J
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051223/ce0e1706/attachment.htm>

From kfh at mqsoftware.com  Fri Dec 23 08:24:33 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Fri, 23 Dec 2005 07:24:33 -0600
Subject: Announcement RTx::Statistics 0.1.7 available (was RE: [rt-users]
	blank pages after statistics install)
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900AF6@mailservermn.mqsoftware.com>



> -----Original Message-----
> From: Rob Wilson [mailto:robw at plattformad.com]
> Sent: Friday, December 23, 2005 6:22 AM
> To: Kelly F. Hickel
> Cc: todd at chaka.net; jesse at bestpractical.com; robw at plattformad.com; rt-
> users at lists.bestpractical.com
> Subject: Re: Announcement RTx::Statistics 0.1.7 available (was RE:
[rt-
> users] blank pages after statistics install)
> 
> Kelly, I just installed this on my test server. every time I click on
> ticket trends by day RT crashes.
> I did remove the mason_data/obj directory and then restarted apache.
> 
> Rob

Rob, are there any errors anywhere?  When you say RT crashes, do you
mean that the http server itself is going down? Or An RT process in it?
Does the browser show anything?
This page is working fine in my test setup....

-Kelly

> 
> > OK,
> > I've put in the changes from Les, Todd and Stephen, I've test it
with a
> > queue named "test(paren)", and it seems to work.
> >
> > Hopefully this will fix those folks that are seeing the blank pages.
> >
> > Download from the usual place.
> >
> > -Kelly
> >
> >
> > -----Original Message-----
> > From:	rt-users-bounces at lists.bestpractical.com on behalf of
Kelly F.
> > Hickel Sent:	Thu 12/22/2005 5:15 PM
> > To:	Todd Chapman; Jesse Vincent
> > Cc:	Rob Wilson; rt-users at lists.bestpractical.com
> > Subject:	RE: [rt-users] blank pages after statistics install
> > DAMN.  I renamed the file but forgot to rename the variable.
> >
> > <sigh>
> >
> > OK, well, no promises, but I'll try to get out a 0.1.7 with this
change
> > in the next few days.......
> >
> > Watch this space.....
> >
> > --
> >
> > Kelly F. Hickel
> > Senior Software Architect
> > MQSoftware, Inc
> > 952.345.8677
> > kfh at mqsoftware.com
> >
> >
> >> -----Original Message-----
> >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> >> bounces at lists.bestpractical.com] On Behalf Of Todd Chapman
> >> Sent: Thursday, December 22, 2005 4:51 PM
> >> To: Jesse Vincent
> >> Cc: Rob Wilson; rt-users at lists.bestpractical.com
> >> Subject: Re: [rt-users] blank pages after statistics install
> >>
> >> It's probably because component
> >> html/RTx/Statistics/Elements/StatColumnMap
> >> which declares global $COLUMN_MAP, thus clobbering
> >> the one RT declares.
> >>
> >> Whoever the author is needs to give it a unique name.
> >>
> >> Been there, done that...
> >>
> >> -Todd
> >>
> >> On Thu, Dec 22, 2005 at 03:32:53PM -0500, Jesse Vincent wrote:
> >> >
> >> > > So if it works, it's a Christmas present;
> >> > > And if it doesn't you can blame it on the Egg Nog?
> >> >
> >> > In this case "It" is Jifty, our new Web application framework,
> > complete
> >> > with automatic database setup and upgrade support, a clean new
> > syntax
> >> > for model class definitions, AJAX support (with equivalent
> > functionality
> >> > for non-AJAX browsers), support for continuations-based web
> > programming
> >> > and a built in database admin UI.
> >> >
> >> > We're using it for a "new thing" that's not quite ready for
release
> > yet,
> >> > but when I tried to create the second application (a wiki), it
took
> > me
> >> > about two hours (and less than 100loc) to go from 0 to Wiki.
We've
> >> > since refined things quite a bit. I'm pretty sure I could build
the
> > same
> >> > thing on stage in < 10 minutes and 20 loc. ;)
> >> >
> >> > Oh, and it comes with a pony.
> >> >
> >> > Jesse
> >> > _______________________________________________
> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> >
> >> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >> >
> >> > Download a free sample chapter of RT Essentials from O'Reilly
Media
> > at
> >> http://rtbook.bestpractical.com
> >> >
> >> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
> > and
> >> > San Francisco - Find out more at
> >> http://bestpractical.com/services/training.html
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>
> >> Download a free sample chapter of RT Essentials from O'Reilly Media
at
> >> http://rtbook.bestpractical.com
> >>
> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> >> San Francisco - Find out more at
> >> http://bestpractical.com/services/training.html
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media
at
> > http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
and
> > San Francisco - Find out more at
> > http://bestpractical.com/services/training.html
> 
> 




From djimenez at membersourcecu.org  Fri Dec 23 10:26:04 2005
From: djimenez at membersourcecu.org (Daniel Jimenez)
Date: Fri, 23 Dec 2005 09:26:04 -0600
Subject: [rt-users] Problem when resolving ticket (scripts)
Message-ID: <B35695B49A8B124E81EB54BBDA6B3A5E2A07@EXCHANGE01.ptt.org>

All,
 
I'm having a problem when resolving my tickets. It executes my scripts, but fails before they finish... I get the following in syslog...
 
Dec 23 09:14:09 src at cucontrol4 RT: About to think about scrips for transaction12513
Dec 23 09:14:09 src at cucontrol4 RT: About to prepare scrips for transaction12513
Dec 23 09:14:09 src at cucontrol4 RT: Found 5 scrips
Dec 23 09:14:09 src at cucontrol4 RT: error:    unexpected end of header   (/usr/lib/RT/Template_Overlay.pm:341)
Dec 23 09:14:10 src at cucontrol4 RT: error:    unexpected end of header   (/usr/lib/RT/Template_Overlay.pm:341)
Dec 23 09:14:10 src at cucontrol4 RT: About to commit scrips for transaction12513
 
I have 4 scrips (above says RT sees 5 though??) and they are as follows (in this order on the global scrips screen...
 
#On Resolve Notify Requestors with template Resolved (not working)
#On Resolve Notify AdminCcs with template Admin Resolved (working)
#On Resolve User Defined with template Blank (working)
#On Resolve Notify Ccs with template Resolved (not working)
 
The user defined section of "On Resolve User Defined with template Blank" is the same as I use for another scrip "On Correspond User Defined with template Blank". Basically it takes the ticket if someone resolves/corresponds but has not "taken" the ticket. All of the correspondance scripts work correctly, so I don't believe this specific scrip is "clogging" It up.

Below are the properties of the user defined scrip... TIA and happy holidays.
 

    custom condition: 
		[blank]
    custom action prep: 
		return 1;
    custom action cleanup: 
		my $Actor = $self->TransactionObj->Creator;
 		return 1 if $Actor == $RT::SystemUser->id;
		return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
		$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor );
		my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
            unless( $status ) {
	   	 $RT::Logger->warning( "Impossible d'attribuer le ticket ? $Actor: $msg" );
		 return undef;
		}
		return 1;
 

Daniel Jimenez
MemberSource Credit Union
Information Systems Analyst
djimenez at membersourcecu.org


From djimenez at membersourcecu.org  Fri Dec 23 10:58:25 2005
From: djimenez at membersourcecu.org (Daniel Jimenez)
Date: Fri, 23 Dec 2005 09:58:25 -0600
Subject: [rt-users] Problem when resolving ticket (scripts)
Message-ID: <B35695B49A8B124E81EB54BBDA6B3A5E2A08@EXCHANGE01.ptt.org>

Yep, you were correct!!! Thanks!

-----Original Message-----
From: Rick Russell [mailto:rickr at rice.edu] 
Sent: Friday, December 23, 2005 9:55 AM
To: Daniel Jimenez
Subject: Re: [rt-users] Problem when resolving ticket (scripts)


You're looking in the wrong place. The scrip is probably fine; it sounds like you have an error in your Resolved template. That's why the other scrips execute fine but the Resolved scrip fails.

Rick R.


Daniel Jimenez wrote:
> All,
>  
> I'm having a problem when resolving my tickets. It executes my scripts, but fails before they finish... I get the following in syslog...
>  
> Dec 23 09:14:09 src at cucontrol4 RT: About to think about scrips for 
> transaction12513 Dec 23 09:14:09 src at cucontrol4 RT: About to prepare 
> scrips for transaction12513 Dec 23 09:14:09 src at cucontrol4 RT: Found 5 scrips
> Dec 23 09:14:09 src at cucontrol4 RT: error:    unexpected end of header   (/usr/lib/RT/Template_Overlay.pm:341)
> Dec 23 09:14:10 src at cucontrol4 RT: error:    unexpected end of header   (/usr/lib/RT/Template_Overlay.pm:341)
> Dec 23 09:14:10 src at cucontrol4 RT: About to commit scrips for 
> transaction12513
>  
> I have 4 scrips (above says RT sees 5 though??) and they are as follows (in this order on the global scrips screen...
>  
> #On Resolve Notify Requestors with template Resolved (not working) #On 
> Resolve Notify AdminCcs with template Admin Resolved (working) #On 
> Resolve User Defined with template Blank (working) #On Resolve Notify 
> Ccs with template Resolved (not working)
>  
> The user defined section of "On Resolve User Defined with template Blank" is the same as I use for another scrip "On Correspond User Defined with template Blank". Basically it takes the ticket if someone resolves/corresponds but has not "taken" the ticket. All of the correspondance scripts work correctly, so I don't believe this specific scrip is "clogging" It up.
> 
> Below are the properties of the user defined scrip... TIA and happy holidays.
>  
> 
>     custom condition: 
> 		[blank]
>     custom action prep: 
> 		return 1;
>     custom action cleanup: 
> 		my $Actor = $self->TransactionObj->Creator;
>  		return 1 if $Actor == $RT::SystemUser->id;
> 		return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
> 		$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor );
> 		my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
>             unless( $status ) {
> 	   	 $RT::Logger->warning( "Impossible d'attribuer le ticket ? $Actor: $msg" );
> 		 return undef;
> 		}
> 		return 1;
>  
> 
> Daniel Jimenez
> MemberSource Credit Union
> Information Systems Analyst
> djimenez at membersourcecu.org
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at 
> http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and 
> San Francisco - Find out more at 
> http://bestpractical.com/services/training.html

--
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 ges at wingfoot.org  Fri Dec 23 11:12:18 2005
From: ges at wingfoot.org (Glenn Sieb)
Date: Fri, 23 Dec 2005 11:12:18 -0500
Subject: [rt-users] RT 3.5.6 make testdeps error?
Message-ID: <43AC21E2.7050807@wingfoot.org>

When I go to do a testdeps on RT 3.5.6, I get:

# make testdeps
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql
Attempt to free unreferenced scalar: SV 0x8347814 at
/usr/local/lib/perl5/5.8.6/CPAN.pm line 18.
Undefined subroutine &main:: called at
/usr/local/lib/perl5/site_perl/5.8.6/File/Temp.pm line 131.
END failed--call queue aborted at
/usr/local/lib/perl5/site_perl/5.8.6/File/Temp.pm line 13.
Compilation failed in require at /usr/local/lib/perl5/5.8.6/CPAN.pm line 18.
END failed--call queue aborted at /usr/local/lib/perl5/5.8.6/CPAN.pm
line 131.
Compilation failed in require at ./sbin/rt-test-dependencies line 339.
END failed--call queue aborted at ./sbin/rt-test-dependencies line 18.
Callback called exit at ./sbin/rt-test-dependencies line 18.
BEGIN failed--compilation aborted at ./sbin/rt-test-dependencies line 339.
*** Error code 255

Stop in /u1/home/adm/src/RT/rt-3.5.6.

CPAN's up to date as far as I know (v1.8)
File::Temp is v0.16
Perl is v5.8.6 (I'd install 5.8.7 except for some little things like..
oh.. it breaks *everything* on my FreeBSD, and I haven't gotten much
from the lists on how to get it to actually run (it just coredumps no
matter what I'm trying to do..), except "why aren't you running FreeBSD
v5.x yet? [because that requires a ton and a half of time and downtime
that I need to arrange for..])
FreeBSD v4.11-RELEASE
Apache 2.0.55

Anywho.. any ideas on why this is breaking on me? :(

Best,
--Glenn

-- 
"They that can give up essential liberty to obtain a little temporary 
safety deserve neither liberty nor safety." 
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From asmoore at edge.net  Fri Dec 23 12:03:53 2005
From: asmoore at edge.net (Alex Moore)
Date: Fri, 23 Dec 2005 11:03:53 -0600
Subject: [rt-users] Update from 3.4.2 to 3.4.4 problems
Message-ID: <20051223110353.000033cf@sws602.mcsun.local>

RT has been working fine since I did the install about six months ago.
I installed 3.4.2 with Pg.  Initially, Pg was 8.0.x with an update to
8.1.x a few weeks ago.  There are a few users and tickets.  Response
time has been fine.  Some tickets are rather long with lots of
attachments, but response time is no big problem.

This morning, I updated to 3.4.4 and the installation is no longer
usable.  It may eventually display a screen.  I am not sure.

Searching back through the mailing list, I saw some questions about Pg
query response time.  So I turned on some debugging for SQL and
restarted Pg. The log is attached.  I had to gzip it since it was over
40Kb in size.

P.S.  I just tried 3.4.5rc2 and it is better, but the screens do not
completely load.  Only the top portion is displayed soon with the
remainder of the screen taking a very long time or never.

Thanks, Alex


-- 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: postgresql.log.tar.gz
Type: application/x-gzip
Size: 2681 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051223/b568c4f8/attachment.bin>

From taco at mval.net  Fri Dec 23 12:21:46 2005
From: taco at mval.net (Taco Witte)
Date: Fri, 23 Dec 2005 18:21:46 +0100 (CET)
Subject: [rt-users] subject on replies
Message-ID: <2773.145.97.198.244.1135358506.squirrel@www.geekisp.com>


Hi,

When replying to a transaction, the subject of the ticket is used instead
of the subject of the transaction. I'd like to change that, but I can't
find out how (in the code nor in the configuration). Does anybody have an
idea?

I think it should be possible because the actual transaction is known at
the moment a reply is recorded (via QuoteTransaction).

Thanks in advance.

Kind regards,
Taco


From trey at ERC.MsState.Edu  Fri Dec 23 12:41:32 2005
From: trey at ERC.MsState.Edu (Trey Breckenridge)
Date: Fri, 23 Dec 2005 11:41:32 -0600
Subject: Announcement RTx::Statistics 0.1.7 available (was RE: [rt-users]
	blank pages after statistics install)
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0390CB@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD0390CB@mailservermn.mqsoftware.com>
Message-ID: <43AC36CC.8090301@ERC.MsState.Edu>

The 0.1.7 version has corrected the blank page problem for me.  Thanks
for the quick fix!

I am not experiencing the crashing problem with Ticket Trends by Day
that Rob Wilson pointed out.  However, the data presented by that page
is incorrect.  According to that page, the number of tickets created is
less than the number of tickets resolved -- which is obviously wrong,
unless I am misunderstanding the basic premise of the page.  As a
point of comparison, the Time To Resolve page does correctly show the
number of created tickets as equal to or larger than the number of resolved
tickets.  My guess is that the algorithm for calculating the number of
tickets created is wrong on the Trends page, but I haven't yet looked at
the code to verify that.

Also, the Multiple Queues page produces incorrect results when a status
of new or open is selected.  As best as I can tell, it is showing the
total number of tickets processed through the selected queue (since the
creation of the queue) instead of the number of new/open tickets on a
specific day.  Selecting a stalled/resolved/rejected/deleted status
produces the correct results.

Trey

On 12/22/2005 7:21 PM, Kelly F. Hickel wrote:
> OK,
>  I've put in the changes from Les, Todd and Stephen, I've test it with a queue named "test(paren)", and it seems to work.
> 
> Hopefully this will fix those folks that are seeing the blank pages.
> 
> Download from the usual place.
> 
> -Kelly
> 
> 
> -----Original Message-----
> From:	rt-users-bounces at lists.bestpractical.com on behalf of Kelly F. Hickel
> Sent:	Thu 12/22/2005 5:15 PM
> To:	Todd Chapman; Jesse Vincent
> Cc:	Rob Wilson; rt-users at lists.bestpractical.com
> Subject:	RE: [rt-users] blank pages after statistics install
> DAMN.  I renamed the file but forgot to rename the variable.
> 
> <sigh>
> 
> OK, well, no promises, but I'll try to get out a 0.1.7 with this change
> in the next few days.......
> 
> Watch this space.....
> 



From vivek at khera.org  Fri Dec 23 13:48:01 2005
From: vivek at khera.org (Vivek Khera)
Date: Fri, 23 Dec 2005 13:48:01 -0500
Subject: [rt-users] Update from 3.4.2 to 3.4.4 problems
In-Reply-To: <20051223110353.000033cf@sws602.mcsun.local>
References: <20051223110353.000033cf@sws602.mcsun.local>
Message-ID: <729D2492-B70E-4555-80A3-F0266FACDA06@khera.org>


On Dec 23, 2005, at 12:03 PM, Alex Moore wrote:

> RT has been working fine since I did the install about six months ago.
> I installed 3.4.2 with Pg.  Initially, Pg was 8.0.x with an update to
> 8.1.x a few weeks ago.  There are a few users and tickets.  Response
> time has been fine.  Some tickets are rather long with lots of

3.4.4 works just fine for me with reasonable response time *most* of  
the time, but I'm still on Pg 8.0.4.  Occasionally creating a ticket  
or reply to ticket takes like 3 minutes for no apparent reason.  I've  
not evaluated 8.1 in any form yet.

My DB is smaller than the RAM on the machine dedicated to it, so I'm  
pretty sure it isn't a shortage of resource...



From trey at ERC.MsState.Edu  Fri Dec 23 14:24:52 2005
From: trey at ERC.MsState.Edu (Trey Breckenridge)
Date: Fri, 23 Dec 2005 13:24:52 -0600
Subject: Announcement RTx::Statistics 0.1.7 available (was RE: [rt-users]
	blank pages after statistics install)
In-Reply-To: <43AC36CC.8090301@ERC.MsState.Edu>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD0390CB@mailservermn.mqsoftware.com>
	<43AC36CC.8090301@ERC.MsState.Edu>
Message-ID: <43AC4F04.7000107@ERC.MsState.Edu>

On 12/23/2005 11:41 AM, Trey Breckenridge wrote:

> I am not experiencing the crashing problem with Ticket Trends by Day
> that Rob Wilson pointed out.  However, the data presented by that page
> is incorrect.  According to that page, the number of tickets created is
> less than the number of tickets resolved -- which is obviously wrong,
> unless I am misunderstanding the basic premise of the page.  As a
> point of comparison, the Time To Resolve page does correctly show the
> number of created tickets as equal to or larger than the number of resolved
> tickets.  My guess is that the algorithm for calculating the number of
> tickets created is wrong on the Trends page, but I haven't yet looked at
> the code to verify that.

I found the problem.  The logic for determining whether a ticket should be
counted as deleted or created was wrong.  Here is a context patch to
correct the code:

*** share/html/RTx/Statistics/DayOfWeek/index.html      Wed Dec 21 07:25:35 2005
--- local/html/RTx/Statistics/DayOfWeek/index.html      Fri Dec 23 13:15:09 2005
***************
*** 143,157 ****
           if($t->Status eq "resolved") {
             $counts[(localtime($t->ResolvedObj->Unix))[6]]{resolved}++;
           $Totals{resolved}++;
-       } else {
-         if($t->Status eq "deleted") {
-           $counts[(localtime($t->LastUpdatedObj->Unix))[6]]{deleted}++;
-           $Totals{deleted}++;
-         } else {
-           $counts[(localtime($t->CreatedObj->Unix))[6]]{created}++;
-           $Totals{created}++;
-         }
         }
       }
   }
   </%INIT>
--- 143,155 ----
           if($t->Status eq "resolved") {
             $counts[(localtime($t->ResolvedObj->Unix))[6]]{resolved}++;
           $Totals{resolved}++;
         }
+       if($t->Status eq "deleted") {
+         $counts[(localtime($t->LastUpdatedObj->Unix))[6]]{deleted}++;
+         $Totals{deleted}++;
+       }
+       $counts[(localtime($t->CreatedObj->Unix))[6]]{created}++;
+       $Totals{created}++;
       }
   }
   </%INIT>




From jjesse at ftpb.com  Fri Dec 23 14:41:07 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Fri, 23 Dec 2005 14:41:07 -0500
Subject: [rt-users] merging a user
Message-ID: <A54229E93E23F34CB267F60E2E39D4FDA70721@mail1.founderstrust.net>

I know you can merge a ticket, but can you merge a ticket?  For example
a user gets married and we change her email address to the new name.  If
that person had tickets and other history (her email address was her
username) can we merge the two together somehow?

 

Jonathan Jesse

Network Administrator

Founders Trust Personal Bank

616-575-3776

jjesse at ftpb.com

This page and any accompanying documents contain confidential
information intended for a specific individual and purpose.  If you are
not the intended recipient you are hereby notified that any disclosure,
copying, distribution, or use of the information contained herein
(including any reliance thereon) is strictly prohibited.  If you
received this transmission in error, please immediately contact the
sender and destroy the material in its entirety, whether in electronic
or hard copy format.

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051223/3557325e/attachment.htm>

From jesse at bestpractical.com  Fri Dec 23 14:56:20 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Dec 2005 14:56:20 -0500
Subject: [rt-users] RT 3.5.6 make testdeps error?
In-Reply-To: <43AC21E2.7050807@wingfoot.org>
References: <43AC21E2.7050807@wingfoot.org>
Message-ID: <20051223195620.GV18155@bestpractical.com>




On Fri, Dec 23, 2005 at 11:12:18AM -0500, Glenn Sieb wrote:
> When I go to do a testdeps on RT 3.5.6, I get:
> 
> # make testdeps
> /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql
> Attempt to free unreferenced scalar: SV 0x8347814 at
> /usr/local/lib/perl5/5.8.6/CPAN.pm line 18.
> Undefined subroutine &main:: called at


I'm told that this is related to a bug in CPAN.pm 1.80. Back down to
1.76 for now.


From dshannon at techfluent.com  Fri Dec 23 15:13:22 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 23 Dec 2005 14:13:22 -0600
Subject: [rt-users] good way to initiate contact with a user by creating a
	ticket?
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB76A@TF-FS2.internal.techfluent.com>

Hi-

How are you using RT to initiate contact out to an end user (as opposed
to reacting to inbound contact from users)? 

I'd like to initiate communication with someone thru RT, and some users
get it, but overall the message that is sent that precedes the message
from me leads users to believe there is no real message (the
communication I want to initiate with the customer) down below.

Are any of you using RT to initiate outgoing communication and having
success with the end user recognizing the intent and following thru with
it (and not having them see it as an auto generated email and ignore it)

Thanks
dunacn


From bobg at uic.edu  Fri Dec 23 14:58:36 2005
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 23 Dec 2005 13:58:36 -0600
Subject: [rt-users] merging a user 
In-Reply-To: Your message of "Fri, 23 Dec 2005 14:41:07 EST."
	<A54229E93E23F34CB267F60E2E39D4FDA70721@mail1.founderstrust.net> 
Message-ID: <200512231958.jBNJwaVt019530@remora.cc.uic.edu>

>
>I know you can merge a ticket, but can you merge a ticket?  For example
>a user gets married and we change her email address to the new name.  If
>that person had tickets and other history (her email address was her
>username) can we merge the two together somehow?
>

   Internally, a user is defined by an "id", not by the username.
   Effectively, the username is just used to lookup the id,
   so you can change the username and still keep all the old
   tickets associated.

      bobg


From asmoore at edge.net  Fri Dec 23 15:53:41 2005
From: asmoore at edge.net (Alex Moore)
Date: Fri, 23 Dec 2005 14:53:41 -0600
Subject: [rt-users] Update from 3.4.2 to 3.4.4 problems
In-Reply-To: <20051223110353.000033cf@sws602.mcsun.local>
References: <20051223110353.000033cf@sws602.mcsun.local>
Message-ID: <20051223145341.00000539@sws602.mcsun.local>

On Fri, 23 Dec 2005 11:03:53 -0600
Alex Moore <asmoore at edge.net> wrote:

A bit more info.  I am getting desperate and cannot find what is wrong.

Starting the login screen never finishes.  Mozilla says, on the status
line, 'Transferring data from ...(my url)' and the clock is ticking
around.  It never completely finishes displaying the login page.  The
login screen stops transferring after the login box is displayed.  The
next section at the bottom never displays.

Another RT site on my network is working fine

Ideas?

Alex
-- 


From ges at wingfoot.org  Fri Dec 23 19:47:20 2005
From: ges at wingfoot.org (Glenn Sieb)
Date: Fri, 23 Dec 2005 19:47:20 -0500
Subject: [rt-users] RT 3.5.6 make testdeps error?
In-Reply-To: <20051223195620.GV18155@bestpractical.com>
References: <43AC21E2.7050807@wingfoot.org>
	<20051223195620.GV18155@bestpractical.com>
Message-ID: <43AC9A98.5030801@wingfoot.org>

Jesse Vincent said the following on 12/23/2005 2:56 PM:
> I'm told that this is related to a bug in CPAN.pm 1.80. Back down to
> 1.76 for now.
>   
Ok... I've never done that before. I usually just do perl -MCPAN
-eshell; then issue install Bundle::CPAN.. so I went and downloaded
CPAN-1.76.tar.gz from cpan.org, perl Makefile.pl, then make && make install

Something tells me this wasn't the right thing to do?

I mean if i go into perl -MCPAN -eshell; I see it's version 1.76 now.

I did a reload cpan and a reload index, ignoring the "Hey there's a new
CPAN.pm out!" message...

When I do a make fixdeps I get:

# make fixdeps
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --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
Parameter to use lib must be directory, not file at
/usr/local/lib/perl5/site_perl/5.8.6/File/Temp.pm line 131
        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 1.05...found
        HTTP::Server::Simple 0.07...found
        HTTP::Server::Simple::Mason 0.09...found
        GD ...MISSING
        Install module GD
Going to read /root/.cpan/Metadata
  Database was generated on Fri, 23 Dec 2005 22:07:57 GMT
Running install for module GD
Running make for L/LD/LDS/GD-2.30.tar.gz
CPAN: LWP::UserAgent loaded ok
Fetching with LWP:
  ftp://archive.progeny.com/CPAN/authors/id/L/LD/LDS/GD-2.30.tar.gz
CPAN: Compress::Zlib loaded ok
Checksum for /root/.cpan/sources/authors/id/L/LD/LDS/GD-2.30.tar.gz ok
Scanning cache /root/.cpan/build for sizes
Warning: weird direntry in /root/.cpan/build: Chart-Graph-1.1
Warning: weird direntry in /root/.cpan/build: Chart-Graph-2
Warning: weird direntry in /root/.cpan/build: Date-Calc-5.4
Warning: weird direntry in /root/.cpan/build: Bit-Vector-6.4
Warning: weird direntry in /root/.cpan/build: Carp-Clan-5.3
Warning: weird direntry in /root/.cpan/build: XML-RSS-1.05
Warning: weird direntry in /root/.cpan/build: Net-Netmask-1.9011
Warning: weird direntry in /root/.cpan/build: Term-ReadLine-Perl-1.0203
Warning: weird direntry in /root/.cpan/build: CPAN-WAIT-0.27
Warning: weird direntry in /root/.cpan/build: Test-Manifest-1.11
Warning: weird direntry in /root/.cpan/build: Test-WWW-Mechanize-1.02
Warning: weird direntry in /root/.cpan/build: Test-LongString-0.07
Warning: weird direntry in /root/.cpan/build: Test-Builder-Tester-1.01
Warning: weird direntry in /root/.cpan/build: Module-Refresh-0.05
Warning: weird direntry in /root/.cpan/build: DBIx-SearchBuilder-1.22
Warning: weird direntry in /root/.cpan/build: HTML-Scrubber-0.08
Warning: weird direntry in /root/.cpan/build: Mail-SPF-2.00
Warning: weird direntry in /root/.cpan/build: tmp
Warning: weird direntry in /root/.cpan/build: Tree-Simple-1.14
Warning: weird direntry in /root/.cpan/build: Test-Exception-0.20
Warning: weird direntry in /root/.cpan/build: Sub-Uplevel-0.09
Warning: weird direntry in /root/.cpan/build: Module-Versions-Report-1.02
Warning: weird direntry in /root/.cpan/build: XML-Simple-2.14
Warning: weird direntry in /root/.cpan/build: TermReadKey-2.30
Warning: weird direntry in /root/.cpan/build: Text-WikiFormat-0.72
Warning: weird direntry in /root/.cpan/build: PathTools-3.05
Warning: weird direntry in /root/.cpan/build: Compress-Zlib-1.34
Warning: weird direntry in /root/.cpan/build: DB_File-1.811
Warning: weird direntry in /root/.cpan/build: MIME-tools-5.417
Warning: weird direntry in /root/.cpan/build: Archive-Tar-1.24
Warning: weird direntry in /root/.cpan/build: libnet-1.19
Warning: weird direntry in /root/.cpan/build: PathTools-3.09
Warning: weird direntry in /root/.cpan/build: Net-Telnet-3.03
Warning: weird direntry in /root/.cpan/build: Test-Simple-0.60
Warning: weird direntry in /root/.cpan/build: Test-Harness-2.52
Warning: weird direntry in /root/.cpan/build: IO-String-1.06
Warning: weird direntry in /root/.cpan/build: Test-1.25
Warning: weird direntry in /root/.cpan/build: Scalar-List-Utils-1.17
Warning: weird direntry in /root/.cpan/build: perl-5.8.7
Warning: weird direntry in /root/.cpan/build: PathTools-3.14
Warning: weird direntry in /root/.cpan/build: IO-stringy-2.110
Warning: weird direntry in /root/.cpan/build: Unix-Syslog-0.99
Warning: weird direntry in /root/.cpan/build: Test-Exception-0.21
Warning: weird direntry in /root/.cpan/build: PathTools-3.11
Warning: weird direntry in /root/.cpan/build: Compress-Zlib-1.37
Warning: weird direntry in /root/.cpan/build: TermReadKey-2.21
Warning: weird direntry in /root/.cpan/build: Archive-Tar-1.26
Warning: weird direntry in /root/.cpan/build: Compress-Zlib-1.40
Warning: weird direntry in /root/.cpan/build: Module-Refresh-0.06
Warning: weird direntry in /root/.cpan/build: PathTools-3.12
Warning: weird direntry in /root/.cpan/build: HTTP-Server-Simple-Mason-0.09
Warning: weird direntry in /root/.cpan/build: Hook-LexWrap-0.20
Warning: weird direntry in /root/.cpan/build: Digest-MD5-2.36
Warning: weird direntry in /root/.cpan/build: CPAN-1.80
Warning: weird direntry in /root/.cpan/build: Data-Dumper-2.121
Warning: weird direntry in /root/.cpan/build: IO-String-1.07
Warning: weird direntry in /root/.cpan/build: Scalar-List-Utils-1.18
Warning: weird direntry in /root/.cpan/build: Convert-UUlib-1.03
Warning: weird direntry in /root/.cpan/build: DB_File-1.810
Warning: weird direntry in /root/.cpan/build: Time-Local-1.11
Warning: weird direntry in /root/.cpan/build: mod_perl-2.0.0-RC4
Warning: weird direntry in /root/.cpan/build: FCGI-0.67
Warning: weird direntry in /root/.cpan/build: MIME-tools-5.418
Warning: weird direntry in /root/.cpan/build: HTML-Parser-3.48
Warning: weird direntry in /root/.cpan/build: Mail-SpamAssassin-3.1.0
Warning: weird direntry in /root/.cpan/build: Net-DNS-0.53
Warning: weird direntry in /root/.cpan/build: Mail-SPF-Query-1.997
Warning: weird direntry in /root/.cpan/build: IP-Country-2.20
Warning: weird direntry in /root/.cpan/build: CGI.pm-3.05
Warning: weird direntry in /root/.cpan/build: GD-2.16
Warning: weird direntry in /root/.cpan/build: Net-Ident-1.20
Warning: weird direntry in /root/.cpan/build: Test-Simple-0.62
Warning: weird direntry in /root/.cpan/build: HTTP-Server-Simple-0.16
Warning: weird direntry in /root/.cpan/build: Test-WWW-Mechanize-1.08
Warning: weird direntry in /root/.cpan/build: Test-LongString-0.09
Warning: weird direntry in /root/.cpan/build: Module-Refresh-0.08
Warning: weird direntry in /root/.cpan/build: DBIx-DBSchema-0.28
Warning: weird direntry in /root/.cpan/build: DBI-1.49
Warning: weird direntry in /root/.cpan/build: Class-Accessor-0.22
Warning: weird direntry in /root/.cpan/build: Tree-Simple-1.15
Warning: weird direntry in /root/.cpan/build:
RT-Extension-ActivityReports-0.1
Warning: weird direntry in /root/.cpan/build: Time-Duration-1.02
Warning: weird direntry in /root/.cpan/build: PAR-Dist-0.07
Warning: weird direntry in /root/.cpan/build: Digest-SHA-5.32
Warning: weird direntry in /root/.cpan/build: Test-Deep-0.093
Warning: weird direntry in /root/.cpan/build: Test-Tester-0.103
Warning: weird direntry in /root/.cpan/build: Date-Calc-5.3
Warning: weird direntry in /root/.cpan/build: Bit-Vector-6.3
Warning: weird direntry in /root/.cpan/build: Test-NoWarnings-0.082
Warning: weird direntry in /root/.cpan/build: File-Temp-0.16
Warning: weird direntry in /root/.cpan/build: GD-2.30
Warning: weird direntry in /root/.cpan/build: CPAN-1.76
Warning: weird direntry in /root/.cpan/build: Apache-DB-0.06
Warning: weird direntry in /root/.cpan/build: Apache-Module-0.11
Warning: weird direntry in /root/.cpan/build: Compress-Zlib-1.41
Warning: weird direntry in /root/.cpan/build: Carp-Assert-More-1.12
Warning: weird direntry in /root/.cpan/build: Carp-Assert-0.18
Warning: weird direntry in /root/.cpan/build: WWW-Mechanize-1.16
Warning: weird direntry in /root/.cpan/build: DBIx-SearchBuilder-1.36
Warning: weird direntry in /root/.cpan/build: Locale-Maketext-1.10
Warning: weird direntry in /root/.cpan/build: I18N-LangTags-0.35
Warning: weird direntry in /root/.cpan/build: DBD-mysql-3.0002
Warning: weird direntry in /root/.cpan/build: DBD-SQLite-1.11
Warning: weird direntry in /root/.cpan/build: Want-0.09
Warning: weird direntry in /root/.cpan/build: Clone-0.18
Warning: weird direntry in /root/.cpan/build: capitalization-0.03
Warning: weird direntry in /root/.cpan/build: Text-WikiFormat-0.77
Warning: weird direntry in /root/.cpan/build: libapreq-1.3
Warning: weird direntry in /root/.cpan/build: mod_perl-1.29
Warning: weird direntry in /root/.cpan/build: Module-Signature-0.50
Warning: weird direntry in /root/.cpan/build: RTx-Shredder-0.03
Warning: weird direntry in /root/.cpan/build: CGI.pm-3.01
Warning: weird direntry in /root/.cpan/build: Apache-Test-1.06
Warning: weird direntry in /root/.cpan/build: Compress-Zlib-1.32
Warning: weird direntry in /root/.cpan/build: File-Spec-0.87
Warning: weird direntry in /root/.cpan/build: Archive-Tar-1.10
Warning: weird direntry in /root/.cpan/build: Log-Dispatch-2.10
Warning: weird direntry in /root/.cpan/build: Compress-Zlib-1.33
Warning: weird direntry in /root/.cpan/build: Digest-MD5-2.33
Warning: weird direntry in /root/.cpan/build: RRDTool-OO-0.05
Warning: weird direntry in /root/.cpan/build: Log-Log4perl-0.46
Warning: weird direntry in /root/.cpan/build: HTML-Parser-3.36
Warning: weird direntry in /root/.cpan/build: libwww-perl-5.800
Warning: weird direntry in /root/.cpan/build: URI-1.31
Can't unlink file tmp: No such file or directory at
/usr/local/lib/perl5/5.8.6/CPAN.pm line 3892
Couldn't mkdir tmp: File exists at /usr/local/lib/perl5/5.8.6/CPAN.pm
line 5480
*** Error code 17

Stop in /u1/home/adm/src/RT/rt-3.5.6.

I know you're not "perl help central" but if you happen to know what's
going on, I'd really appreciate it. I've not delved enough into Perl to
be particularly clueful on this.

Thank you...

Best,
--Glenn

-- 
"They that can give up essential liberty to obtain a little temporary 
safety deserve neither liberty nor safety." 
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From bwc_lr1 at easy48.com  Fri Dec 23 00:39:57 2005
From: bwc_lr1 at easy48.com (Lee Roth)
Date: Fri, 23 Dec 2005 00:39:57 -0500
Subject: [rt-users] Where did my nice feature go?
Message-ID: <6.2.1.2.0.20051223003815.03744528@WGEXPDC2.bwcad.ad.bwc.state.oh.us>

I'm running RT V3.2.3, but was briefly playing with RT V3.4.4.

At one point I swear I had a feature/function that provided, in the body of 
a ticket, a link that I could click to reveal the outbound correspondence 
that had occurred at that particular point in the chronology of the ticket.

Now is that something that is available under V3.2.3 and I just managed 
(somehow) to briefly enable and then disable it, or is it part of the 
V3.4.4 (that I had running briefly and decided to revert back to V3.2.3 due 
to a DB issue)?

Since it's kind of hard to describe I've not had any luck in searching back 
through the listserv posts to figure out what I did to enable it.

Thanks!

Lee Roth




From jesse at bestpractical.com  Sun Dec 25 15:53:22 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 25 Dec 2005 15:53:22 -0500
Subject: [rt-users] [Rt-announce] Jifty 0.51225
Message-ID: <20051225205322.GB18155@bestpractical.com>

It gives me great pleasure to announce the first release of Jifty, a
new web application framework in Perl.  Jifty is designed to help you
write clean, maintainable applications quickly and easily. Actually,
it was designed to help _us_ write clean, maintainable applications
quickly and easily. We very much hope that you'll find it as great to
work with as we do.

As we built Jifty, we talked to many, many folks about what they wanted in
a web framework. They told us that they didn't want to mess with database
schema.  They wanted AJAX to "just work." They wanted their code to be
clean and simple.  They wanted the power of CPAN. They wanted infinite
choices about the way their apps were built. They wanted "one good way"
to make applications built into the framework.  From what we could tell,
they were basically all saying the same thing: "I want a pony."

In addition to being a pleasure to work with, Jifty is a
veritable treasure trove of buzzwords.  At its core is Jifty::DBI,
an object-relational mapping system with a clean, declarative
syntax. Jifty::DBI is based on DBIx::SearchBuilder, which has powered
uncountable thousands of RT instances for the better part of a decade
but adds a few new twists. Jifty::DBI handles _all_ your SQL. No INSERTs,
no DELETES, no SELECTs, no CREATE TABLEs and no ALTER TABLEs. Jifty will
set up your database schema when you first deploy your application and
upgrade it as you update your model classes.

Jifty's core web framework follows the Model-View-Controller pattern
-- with a twist. Rather than the standard URL-based controller, Jifty
uses a new argument-name-based dispatcher that makes Web Services and
AJAX/AHAH easy.

As one might expect, these days, Jifty comes with built in AJAX support,
based on Prototype.js and Script.aculo.us.  It only takes a few seconds
to set your pages up with rich dynamic interaction...that seamlessly
degrades in non-AJAX browsers.

Jifty's application-level continuations make it a breeze to let a user
pop off to a login page or a wizard and get back to where they came from,
complete with the results of the their excursion.

Out of the box, every new Jifty application comes with a built in
documentation browser, database administration interface. And a pony.

Find out more about Jifty at http://jifty.org.  Download a copy from
CPAN today. Join us on #jifty on irc.freenode.net.
_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From rt at teorema.info  Tue Dec 27 03:39:49 2005
From: rt at teorema.info (Alexander V. Lobantsev)
Date: Tue, 27 Dec 2005 11:39:49 +0300
Subject: [rt-users] trouble starting RT
Message-ID: <005601c60ac1$19001700$7b00a8c0@teorema.mc>

Dear All!

Could you please help me! I've just re-installed RT from the ports (updating
all the dependencies). But when I try to access it via browser (webserver
and fcgi settings weren't changed) it breaks with the following error:

System error
error:  	Can't locate object method "comp_root_array" via package
"HTML::Mason::Resolver::File" at /usr/local/rt3/share/html/Elements/Callback
line 52.
context:  	
...  	
48:  	</%once>
49:  	<%init>
50:  	# checks for inode change time for each callback directory
51:  	my $new_check = join(
52:  	$;, map { $_->[1] => (stat("$_->[1]/Callbacks"))[10] }
$m->interp->resolver->comp_root_array
53:  	) or return;
54:  	
55:  	$Page = $m->callers(1)->path unless ($Page);
56:  	
...  	
code stack:  	/usr/local/rt3/share/html/Elements/Callback:52
/usr/local/rt3/share/html/autohandler:186
raw error



Can't locate object method "comp_root_array" via package
"HTML::Mason::Resolver::File" at /usr/local/rt3/share/html/Elements/Callback
line 52.


Trace begun at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method
"comp_root_array" via package "HTML::Mason::Resolver::File" at
/usr/local/rt3/share/html/Elements/Callback line 52.^J') called at
/usr/local/rt3/share/html/Elements/Callback line 52
HTML::Mason::Commands::__ANON__('_CallbackName', 'Auth') called at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9632e0
4)', '_CallbackName', 'Auth') called at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1255 eval
{...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, '_CallbackName', 'Auth') called at
/usr/local/rt3/share/html/autohandler line 186
HTML::Mason::Commands::__ANON__ at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x95d313
c)') called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
line 1250
eval {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 461 eval
{...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
line 461
eval {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
line 413
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9604650)')
called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm line
192
eval {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm
line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9604650)')
called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Interp.pm line 323
HTML::Mason::Interp::exec(undef, undef) called at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm line 123 eval
{...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm
line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9504470)',
'HASH(0x95f256c)') called at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm line 73
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9
504470)', 'CGI::Fast=HASH(0x95f274c)') called at
/usr/local/rt3/bin/mason_handler.fcgi line 75 eval {...} at
/usr/local/rt3/bin/mason_handler.fcgi line 75

Where I'm wrong?

Best regards,
Alexander V. Lobantsev
Network Administrator
Theorema Telecom, NOC
St. Petersburg, Russia
+7 812 718-5778
www.teorema.info





From ruslan.zakirov at gmail.com  Tue Dec 27 07:03:22 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 27 Dec 2005 15:03:22 +0300
Subject: [rt-users] trouble starting RT
In-Reply-To: <005601c60ac1$19001700$7b00a8c0@teorema.mc>
References: <005601c60ac1$19001700$7b00a8c0@teorema.mc>
Message-ID: <589c94400512270403h4c12a586w2f5405ca18a87e99@mail.gmail.com>

I've seen such error several times reported on the list, try to
search, I don't remember resolution.

On 12/27/05, Alexander V. Lobantsev <rt at teorema.info> wrote:
> Dear All!
>
> Could you please help me! I've just re-installed RT from the ports (updating
> all the dependencies). But when I try to access it via browser (webserver
> and fcgi settings weren't changed) it breaks with the following error:
>
> System error
> error:          Can't locate object method "comp_root_array" via package
> "HTML::Mason::Resolver::File" at /usr/local/rt3/share/html/Elements/Callback
> line 52.
> context:
> ...
> 48:     </%once>
> 49:     <%init>
> 50:     # checks for inode change time for each callback directory
> 51:     my $new_check = join(
> 52:     $;, map { $_->[1] => (stat("$_->[1]/Callbacks"))[10] }
> $m->interp->resolver->comp_root_array
> 53:     ) or return;
> 54:
> 55:     $Page = $m->callers(1)->path unless ($Page);
> 56:
> ...
> code stack:     /usr/local/rt3/share/html/Elements/Callback:52
> /usr/local/rt3/share/html/autohandler:186
> raw error
>
>
>
> Can't locate object method "comp_root_array" via package
> "HTML::Mason::Resolver::File" at /usr/local/rt3/share/html/Elements/Callback
> line 52.
>
>
> Trace begun at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm
> line 129
> HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method
> "comp_root_array" via package "HTML::Mason::Resolver::File" at
> /usr/local/rt3/share/html/Elements/Callback line 52.^J') called at
> /usr/local/rt3/share/html/Elements/Callback line 52
> HTML::Mason::Commands::__ANON__('_CallbackName', 'Auth') called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9632e0
> 4)', '_CallbackName', 'Auth') called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1255 eval
> {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 1249
> HTML::Mason::Request::comp(undef, undef, '_CallbackName', 'Auth') called at
> /usr/local/rt3/share/html/autohandler line 186
> HTML::Mason::Commands::__ANON__ at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x95d313
> c)') called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 1250
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 1249
> HTML::Mason::Request::comp(undef, undef, undef) called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 461 eval
> {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 461
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 413
> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9604650)')
> called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm line
> 192
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm
> line 192
> HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9604650)')
> called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Interp.pm line 323
> HTML::Mason::Interp::exec(undef, undef) called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm line 123 eval
> {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm
> line 123
> HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9504470)',
> 'HASH(0x95f256c)') called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm line 73
> HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9
> 504470)', 'CGI::Fast=HASH(0x95f274c)') called at
> /usr/local/rt3/bin/mason_handler.fcgi line 75 eval {...} at
> /usr/local/rt3/bin/mason_handler.fcgi line 75
>
> Where I'm wrong?
>
> Best regards,
> Alexander V. Lobantsev
> Network Administrator
> Theorema Telecom, NOC
> St. Petersburg, Russia
> +7 812 718-5778
> www.teorema.info
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From rt at teorema.info  Tue Dec 27 07:08:39 2005
From: rt at teorema.info (Alexander V. Lobantsev)
Date: Tue, 27 Dec 2005 15:08:39 +0300
Subject: [rt-users] trouble starting RT
In-Reply-To: <589c94400512270403h4c12a586w2f5405ca18a87e99@mail.gmail.com>
Message-ID: <005701c60ade$459f67d0$7b00a8c0@teorema.mc>

Thanks, I found the solution described here
http://www.gossamer-threads.com/lists/rt/users/47382?search_string=comp_root
_array.

Best regards,
Alexander V. Lobantsev
Network Administrator
Theorema Telecom, NOC
St. Petersburg, Russia
+7 812 718-5778
www.teorema.info

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Tuesday, December 27, 2005 3:03 PM
To: Alexander V. Lobantsev
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] trouble starting RT

I've seen such error several times reported on the list, try to
search, I don't remember resolution.

On 12/27/05, Alexander V. Lobantsev <rt at teorema.info> wrote:
> Dear All!
>
> Could you please help me! I've just re-installed RT from the ports
(updating
> all the dependencies). But when I try to access it via browser (webserver
> and fcgi settings weren't changed) it breaks with the following error:
>
> System error
> error:          Can't locate object method "comp_root_array" via package
> "HTML::Mason::Resolver::File" at
/usr/local/rt3/share/html/Elements/Callback
> line 52.
> context:
> ...
> 48:     </%once>
> 49:     <%init>
> 50:     # checks for inode change time for each callback directory
> 51:     my $new_check = join(
> 52:     $;, map { $_->[1] => (stat("$_->[1]/Callbacks"))[10] }
> $m->interp->resolver->comp_root_array
> 53:     ) or return;
> 54:
> 55:     $Page = $m->callers(1)->path unless ($Page);
> 56:
> ...
> code stack:     /usr/local/rt3/share/html/Elements/Callback:52
> /usr/local/rt3/share/html/autohandler:186
> raw error
>
>
>
> Can't locate object method "comp_root_array" via package
> "HTML::Mason::Resolver::File" at
/usr/local/rt3/share/html/Elements/Callback
> line 52.
>
>
> Trace begun at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm
> line 129
> HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method
> "comp_root_array" via package "HTML::Mason::Resolver::File" at
> /usr/local/rt3/share/html/Elements/Callback line 52.^J') called at
> /usr/local/rt3/share/html/Elements/Callback line 52
> HTML::Mason::Commands::__ANON__('_CallbackName', 'Auth') called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135
>
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9632e0
> 4)', '_CallbackName', 'Auth') called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 1255 eval
> {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 1249
> HTML::Mason::Request::comp(undef, undef, '_CallbackName', 'Auth') called
at
> /usr/local/rt3/share/html/autohandler line 186
> HTML::Mason::Commands::__ANON__ at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Component.pm line 135
>
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x95d313
> c)') called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 1250
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 1249
> HTML::Mason::Request::comp(undef, undef, undef) called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm line 461 eval
> {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 461
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm
> line 413
> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9604650)')
> called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm
line
> 192
> eval {...} at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm
> line 192
>
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9604650)')
> called at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Interp.pm line
323
> HTML::Mason::Interp::exec(undef, undef) called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm line 123
eval
> {...} at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm
> line 123
>
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9504470)',
> 'HASH(0x95f256c)') called at
> /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/CGIHandler.pm line 73
>
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9
> 504470)', 'CGI::Fast=HASH(0x95f274c)') called at
> /usr/local/rt3/bin/mason_handler.fcgi line 75 eval {...} at
> /usr/local/rt3/bin/mason_handler.fcgi line 75
>
> Where I'm wrong?
>
> Best regards,
> Alexander V. Lobantsev
> Network Administrator
> Theorema Telecom, NOC
> St. Petersburg, Russia
> +7 812 718-5778
> www.teorema.info
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.




From jparsons-lists at saffron.net  Tue Dec 27 23:40:02 2005
From: jparsons-lists at saffron.net (Jason Parsons)
Date: Tue, 27 Dec 2005 23:40:02 -0500
Subject: [rt-users] Can't locate object method "content_type" via package
	"Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.
In-Reply-To: <5CF73BC5-D98E-4AFC-8299-5641DBC34F73@saffron.net>
References: <5CF73BC5-D98E-4AFC-8299-5641DBC34F73@saffron.net>
Message-ID: <4B79C304-63E4-4E2E-A43A-9341562A452E@saffron.net>

> Can't locate object method "content_type" via package  
> "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n

I was apparently missing some part of Bundle::Apache2, even though  
'make testdeps' was succeeding.  For the archives, I was able to fix  
the above error with perl -MCPAN -e 'install Bundle::Apache2'.

  - Jason Parsons



From ruslan.zakirov at gmail.com  Wed Dec 28 00:32:14 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 28 Dec 2005 08:32:14 +0300
Subject: [rt-users] Features of RT3.4
In-Reply-To: <8d4ad9b90512230429o25655cbbyf98a2835031382b3@mail.gmail.com>
References: <8d4ad9b90512230429o25655cbbyf98a2835031382b3@mail.gmail.com>
Message-ID: <589c94400512272132i1df3fa25r99e99503735970b9@mail.gmail.com>

see rt-announces mailing list archives

On 12/23/05, John Paul Hayes <jphayes at gmail.com> wrote:
> Hi  all,
>
>  Just a quick question regarding the features of rt3.4.
>
>  i am currently looking to upgrade from an older version (3.0) but need
> convincing.
>
>  What are the main feature changes / improvements in 3.4?
>
>  Thanks in advance!
>  J
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>
>


--
Best regards, Ruslan.

From pkobel at boo.st  Wed Dec 28 09:59:11 2005
From: pkobel at boo.st (Pavel Kobelev)
Date: Wed, 28 Dec 2005 15:59:11 +0100
Subject: [rt-users] RT 3.4.4 with Active Directory?
Message-ID: <20051228145859.EB3A8243B1@boo.st>

Can you to help me to find simple and direct method
to authenticate RT user to Active Directory 2003? We
use Apache 2.

I have tried these steps
http://blank.org/memory/output/rt-ad-sso.html

RT never finds user and always goes to Self Service
part of RT.

Thanks..

-pk


From maillist at sitepier.com  Wed Dec 28 11:19:57 2005
From: maillist at sitepier.com (Jason B.)
Date: Wed, 28 Dec 2005 10:19:57 -0600
Subject: [rt-users] Editing Current Templates
Message-ID: <8F7A5B10-311A-44AB-A9FE-4CA88D87214A@sitepier.com>

Hello,

I need to edit one of the current templates that are sent out when  
someone creates a ticket in RT.  Could I edit the database for the  
Template table or would it be better to just create a custom  
template?  I was reading in the O'Reilly Rt Essentials book that you  
should never edit the database.  I just need to edit a sentence for  
the Default Autoresponse template.

Thanks,
-jason b.


From trs at bestpractical.com  Wed Dec 28 11:21:36 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 28 Dec 2005 11:21:36 -0500
Subject: [rt-users] Editing Current Templates
In-Reply-To: <8F7A5B10-311A-44AB-A9FE-4CA88D87214A@sitepier.com>
References: <8F7A5B10-311A-44AB-A9FE-4CA88D87214A@sitepier.com>
Message-ID: <43B2BB90.2070509@bestpractical.com>

Jason B. wrote:
> I need to edit one of the current templates that are sent out when  
> someone creates a ticket in RT.  Could I edit the database for the  
> Template table or would it be better to just create a custom  template?  
> I was reading in the O'Reilly Rt Essentials book that you  should never 
> edit the database.  I just need to edit a sentence for  the Default 
> Autoresponse template.

Edit the template via the RT web interface:

Configuration -> Global -> Templates

Hope that helps,
Tom


From maillist at sitepier.com  Wed Dec 28 11:27:50 2005
From: maillist at sitepier.com (Jason B.)
Date: Wed, 28 Dec 2005 10:27:50 -0600
Subject: [rt-users] Editing Current Templates
In-Reply-To: <43B2BB90.2070509@bestpractical.com>
References: <8F7A5B10-311A-44AB-A9FE-4CA88D87214A@sitepier.com>
	<43B2BB90.2070509@bestpractical.com>
Message-ID: <7A020AB7-A99B-4633-9BEA-E00C0B1CD541@sitepier.com>

Thanks!

-jb

On Dec 28, 2005, at 10:21 AM, Thomas Sibley wrote:

> Jason B. wrote:
>> I need to edit one of the current templates that are sent out  
>> when  someone creates a ticket in RT.  Could I edit the database  
>> for the  Template table or would it be better to just create a  
>> custom  template?  I was reading in the O'Reilly Rt Essentials  
>> book that you  should never edit the database.  I just need to  
>> edit a sentence for  the Default Autoresponse template.
>
> Edit the template via the RT web interface:
>
> Configuration -> Global -> Templates
>
> Hope that helps,
> Tom



From mnichols at wayport.net  Wed Dec 28 12:07:41 2005
From: mnichols at wayport.net (Matt Nichols)
Date: Wed, 28 Dec 2005 11:07:41 -0600
Subject: [rt-users] Wrong Due Date in email Response
Message-ID: <52AD365BD79BA048B359E3F4411D45150C8ABC6F@exchange01.wayad.corp.wayport.net>

Hello,

 

I am using a scrip to automatically set the due date and priority of a
ticket based on a custom field called severity. This scrip is currently
working as it should. When a new ticket is created a scrip runs with the
condition: On Create and the action: Autoreply To Requestors with a
custom template that includes Due Date: {$Ticket->Due} in order to
inform the requestor of their tickets due date. Unfortunately the due
date in the email response is the default due date (not the one that's
set when our custom scrip runs). Is there a way to manipulate the order
in which scrips get executed or should I be supplying the correct due
date through some other variable in the email template? 

 

I'm running RT 3.4.4.1.

 

-Matt

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051228/aeeac8d8/attachment.htm>

From nmetrowsky at digitalglobe.com  Wed Dec 28 12:58:00 2005
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Wed, 28 Dec 2005 10:58:00 -0700
Subject: [rt-users] RTx::Statistics V1.7
Message-ID: <C1BF1C58F42A304A899E2933C220F48A16A58D@COMAIL02.digitalglobe.com>

Hi Everyone,

 

I just installed the new RTx::Statistics V1.7 release and the problem
with blanking lines seems to be fixed. However, I found a different
problem. When I select the Multiple Queues menu item and select new,
open or reject, the software returns counts for all tickets ever entered
in the queue; stalled returns zero (no matter the time period chosen)
and resolved seems to be functioning correctly.

 

Take care!

 

Nick

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051228/927c47c7/attachment.htm>

From rtusers at memory.blank.org  Wed Dec 28 12:58:42 2005
From: rtusers at memory.blank.org (Nathan J. Mehl)
Date: Wed, 28 Dec 2005 12:58:42 -0500
Subject: [rt-users] RT 3.4.4 with Active Directory?
In-Reply-To: <20051228145859.EB3A8243B1@boo.st>
References: <20051228145859.EB3A8243B1@boo.st>
Message-ID: <20051228175842.GR45336@blank.org>

In the immortal words of Pavel Kobelev (pkobel at boo.st):
> Can you to help me to find simple and direct method
> to authenticate RT user to Active Directory 2003? We
> use Apache 2.
> 
> I have tried these steps
> http://blank.org/memory/output/rt-ad-sso.html
> 
> RT never finds user and always goes to Self Service
> part of RT.

Pavel--

That is the correct behavior!  By default, the user is created in RT
without privileges and the password is validated against AD, so you
get the selfservice login.

If you want to give access to the normal RT interface, you need to log
in as the administrator, pull up that user's RT profile, and give them
the appropriate rights -- check the "Let this user be granted rights"
checkbox in the user profile, and add them to a group that has the
SeeQueue (at a minimum) right for some queues.

(This is why the instructions suggest first creating a user in RT with
superuser rights and the same username as an AD administrator first
and foremost...)

-n

---------------------------------------------------<memory at blank.org>
        Just remember.  Abraham Lincoln didn't die in vain.
                   He died in Washington, D.C.
<http://blank.org/memory/>-------------------------------------------


From mark at library.ucsc.edu  Wed Dec 28 18:16:09 2005
From: mark at library.ucsc.edu (mark matyas)
Date: Wed, 28 Dec 2005 15:16:09 -0800
Subject: [rt-users] Slow Query when Displaying "Owners" dropdown (Query
 Builder, Reply, etc.)
Message-ID: <43B31CB9.9010805@library.ucsc.edu>

Hello RT Users,

We just upgraded from RT 3.0 to 3.4.4 and everything went fine expect 
for one thing:
There is a specific query that takes more than 50 Seconds and is 
executed frequently as the results of the Query seems to be the list of 
Owners in the Drop down menu for the Query Builder page or When 
Selecting Reply, etc. So when a user clicks on the Query Builder it 
takes 50 seconds, making it very hard to use sometimes.
The MySql query cache kicks in after that and subsequent clicks to query 
builder are faster, but the 50 second time still happens quite often as 
the cache gets updated.
We have close to 100,000 tickets and a few thousand users (autocreated, 
mainly). If I start from a fresh database I don't have this problem, 
it's only after I import our current, relatively large DB.

System:
RT 3.4.4 + apache2 + fastcgi + mysql 4.1 + HTML::Mason v1.3101 + DBI 
v1.48 + DBIx::SearchBuilder v1.33;

 From the MySQL slow query log:
# Query_time: 56  Lock_time: 1  Rows_sent: 115  Rows_examined: 208668
use rt3;
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.Type = ACL_2.PrincipalType) )  AND (ACL_2.ObjectType = 
'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue') )    ORDER BY 
main.Name ASC;

That query displays valid users that can own a ticket.

Is there a way to optimize this query? Where is the bottleneck here (Why 
so many rows examined)? How can I safely delete Unprivledged users from 
the database to clean it up a bit? Would that help?
Or, as a last resort, how would I change every "Owner" drop-down to be a 
fill-in text field instead?

I found this old thread 
http://lists.bestpractical.com/pipermail/rt-devel/2003-October/004918.html
but it was a while ago and it seems like some internals have changed 
since then; also there's no obviuos solution.

Any help would be greatly appreciated.
Thanks!

Mark Matyas
Computing and Network Services
McHenry Library
University of California, Santa Cruz


From barnesaw at ucrwcu.rwc.uc.edu  Wed Dec 28 19:48:45 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 28 Dec 2005 19:48:45 -0500
Subject: [rt-users] Slow Query when Displaying "Owners" dropdown (Query
	Builder, Reply, etc.)
In-Reply-To: <43B31CB9.9010805@library.ucsc.edu>
References: <43B31CB9.9010805@library.ucsc.edu>
Message-ID: <20051228194845.2yynwc4k4c008w0k@ucrwcu.rwc.uc.edu>

Remove OwnTicket Right from Everyone group and only assign it to techs/IT
workers.


Quoting mark matyas <mark at library.ucsc.edu>:

> Hello RT Users,
>
> We just upgraded from RT 3.0 to 3.4.4 and everything went fine expect
> for one thing:
> There is a specific query that takes more than 50 Seconds and is
> executed frequently as the results of the Query seems to be the list of
> Owners in the Drop down menu for the Query Builder page or When
> Selecting Reply, etc. So when a user clicks on the Query Builder it
> takes 50 seconds, making it very hard to use sometimes.
> The MySql query cache kicks in after that and subsequent clicks to query
> builder are faster, but the 50 second time still happens quite often as
> the cache gets updated.
> We have close to 100,000 tickets and a few thousand users (autocreated,
> mainly). If I start from a fresh database I don't have this problem,
> it's only after I import our current, relatively large DB.
>
> System:
> RT 3.4.4 + apache2 + fastcgi + mysql 4.1 + HTML::Mason v1.3101 + DBI
> v1.48 + DBIx::SearchBuilder v1.33;
>
>  From the MySQL slow query log:
> # Query_time: 56  Lock_time: 1  Rows_sent: 115  Rows_examined: 208668
> use rt3;
> 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.Type = ACL_2.PrincipalType) )  AND (ACL_2.ObjectType =
> 'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue') )    ORDER BY
> main.Name ASC;
>
> That query displays valid users that can own a ticket.
>
> Is there a way to optimize this query? Where is the bottleneck here (Why
> so many rows examined)? How can I safely delete Unprivledged users from
> the database to clean it up a bit? Would that help?
> Or, as a last resort, how would I change every "Owner" drop-down to be a
> fill-in text field instead?
>
> I found this old thread
> http://lists.bestpractical.com/pipermail/rt-devel/2003-October/004918.html
> but it was a while ago and it seems like some internals have changed
> since then; also there's no obviuos solution.
>
> Any help would be greatly appreciated.
> Thanks!
>
> Mark Matyas
> Computing and Network Services
> McHenry Library
> University of California, Santa Cruz
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
> http://bestpractical.com/services/training.html
>



From dshannon at techfluent.com  Wed Dec 28 21:23:55 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Wed, 28 Dec 2005 20:23:55 -0600
Subject: [rt-users] RT errors on search functions / a.k.a. tips on tracking
	down the source of errors in RT...
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB7EA@TF-FS2.internal.techfluent.com>

Hi All-

I am working more with the query builder today than I have in the past.


I am also starting to get some errors when I an doing anything related
to queries (some of the time). Some times when I try and load a search,
sometimes when I run a search.

I did happen to install the add-on for Setting Text based priorities
(http://www.parliant.com/~cmh/rt/) earlier this evening.

It must be related to the patch, but im not sure.

For example, If I load a search I created tonite, and I go to Delete a
line in the search, I get this raw error in the load/save search area of
build.html (see below)


Im not asking for an answer w/o doing any work on my part... is there
some info about how to track this down?  (or if you have an answer, ill
take that too ;) )

Basically my question is:

What is wrong and how do I go about fixing it?

Thanks

duncan

RT::Attribute::Name Unimplemented in RT::Attributes.
(/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) 


Trace begun at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name
Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm
line 81) ^J') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 496
DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0x9fd4468)')
called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 81
RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0x9ff5f0c)')
called at /opt/rt3/lib/RT/Attributes_Overlay.pm line 73
RT::Attributes::_DoSearch('RT::Attributes=HASH(0x9ff5f0c)') called at
/opt/rt3/lib/RT/Attributes_Overlay.pm line 88
RT::Attributes::_AttrHash('RT::Attributes=HASH(0x9ff5f0c)') called at
/opt/rt3/lib/RT/Attributes_Overlay.pm line 119
RT::Attributes::Named('RT::Attributes=HASH(0x9ff5f0c)', 'SavedSearch')
called at /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects
line 58
HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects',
'ARRAY(0xa001c24)') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0
09ea0)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xa001c24)')
called at /usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line
1255
eval {...} at /usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch',
'Objects', 'ARRAY(0xa001c24)') called at
/opt/rt3/share/html/Search/Elements/EditSearches line 75
HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0x9e25174)',
'Dirty', 1, 'SearchId', 'RT::Group-98-SavedSearch-23') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0
06960)', 'CurrentSearch', 'HASH(0x9e25174)', 'Dirty', 1, 'SearchId',
'RT::Group-98-SavedSearch-23') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1255
eval {...} at /usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, 'CurrentSearch',
'HASH(0x9e25174)', 'Dirty', 1, 'SearchId',
'RT::Group-98-SavedSearch-23') called at
/opt/rt3/share/html/Search/Build.html line 99
HTML::Mason::Commands::__ANON__('ValueOfWatcherGroup', '',
'WatcherGroupField', '', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp',
'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days',
'ValueOfWatcherGroup', '', 'WatcherGroupField', '', 'ActorOp', '=',
'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'
<b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9d
cbb58)', 'ValueOfWatcherGroup', '', 'WatcherGroupField', '', 'ActorOp',
'=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format',
'\'   <b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days',
'ValueOfWatcherGroup', '', 'WatcherGroupField', '', 'ActorOp', '=',
'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'
<b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1255
eval {...} at /usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, 'ValueOfWatcherGroup', '',
'WatcherGroupField', '', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp',
'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days',
'ValueOfWatcherGroup', '', 'WatcherGroupField', '', 'ActorOp', '=',
'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'
<b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 916
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS
H(0x9a77f3c)', 'ValueOfWatcherGroup', '', 'WatcherGroupField', '',
'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '',
'Format', '\'   <b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days') called at
/opt/rt3/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__('ValueOfWatcherGroup', '',
'WatcherGroupField', '', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp',
'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9d
d909c)', 'ValueOfWatcherGroup', '', 'WatcherGroupField', '', 'ActorOp',
'=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format',
'\'   <b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1250
eval {...} at /usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 1249
HTML::Mason::Request::comp(undef, undef, undef, 'ValueOfWatcherGroup',
'', 'WatcherGroupField', '', 'ActorOp', '=', 'AndOr', 'AND',
'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b>
<a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\
',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'_
_Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</
small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldR
elative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\
'<small>__TimeLeft__</small>\'', 'LinksOp', '=', 'PriorityOp', '<',
'SearchId', 'RT::Group-98-SavedSearch-23', 'idOp', '<', 'Size', '',
'ActorField', 'Owner', 'ValueOf\'CF.{NTUM-Category}\'', '', 'clauses',
0, 'PriorityField', 'Priority', 'ValueOf\'CF.{NTUM Branch Location}\'',
'', 'DeleteClause', 'Delete', 'LinksField', 'HasMember',
'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query',
' Status = \'resolved\' AND  (  Queue = \'NationalTruckProjects\' OR
Queue = \'NationalTruckHelpdesk\' ) AND LastUpdated > \'7 days ago\'',
'ValueOfTime', '', 'WatcherGroupOp', '=', '\'CF.{NTUM-Category}\'Op',
'LIKE', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', '\'CF.{NTUM Branch
Location}\'Op', 'LIKE', 'TimeOp', '<', 'QueueOp', '=', 'Title', '',
'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link',
'None', 'StatusOp', '=', 'DateField', 'Created', 'TimeField',
'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', '', 'ValueOfid', '',
'LoadSavedSearch', '', 'WatcherField', 'Requestor.EmailAddress',
'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy',
'id', 'Description', 'NTUM Open and Updated in Last 7 days') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 461
eval {...} at /usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 461
eval {...} at /usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 413
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9
a77f3c)') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 167
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH
andler=HASH(0x9a77f3c)') called at
/usr/pkg/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 817
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H
ASH(0x9857b1c)', 'Apache2::RequestRec=SCALAR(0x99f5ee8)') called at
/opt/rt3/bin/webmux.pl line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x99f5ee8)') called at -e
line 0
eval {...} at -e line 0



Here is my system config (rt 3.4.4  on netbsd 2.1, apache 2)

Perl v5.8.7 under netbsd 
  Apache2::Access v2.000002;
  Apache2::Connection v2.000002;
  Apache2::Const v2.000002;
  Apache2::Filter v2.000002;
  Apache2::Log v2.000002;
  Apache2::Module v2.000002;
  Apache2::RequestIO v2.000002;
  Apache2::RequestRec v2.000002;
  Apache2::RequestUtil v2.000002;
  Apache2::Response v2.000002;
  Apache2::ServerRec v2.000002;
  Apache2::ServerUtil v2.000002;
  Apache2::Status v4.00;
  Apache2::SubRequest v2.000002;
  Apache2::URI v2.000002;
  Apache2::Util v2.000002;
  Apache::DBI v0.9901;
  Apache::Session v1.80;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Brigade v0.009000;
  APR::Bucket v0.009000;
  APR::Const v0.009000;
  APR::Date v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  APR::URI v0.009000;
  APR::Util v0.009000;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.23;
  Carp v1.04;
  CGI v3.10;
  CGI::Cookie v1.25;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.04;
  Class::ReturnValue v0.53;
  Clone v0.18;
  constant v1.05;
  Cwd v3.14;
  Data::Dumper v2.121_04;
  DBD::mysql v3.0002;
  DBI v1.49;
  DBIx::SearchBuilder v1.36;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.12;
  Devel::StackTraceFrame v0.6;
  Digest::base v1.00;
  Digest::MD5 v2.33;
  DynaLoader v1.05;
  Encode v2.10;
  Encode::Alias v2.03;
  Encode::Config v2.00;
  Encode::Encoding v2.02;
  Errno v1.0901;
  Exception::Class v1.22;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  File::Basename v2.73;
  File::Glob v1.04;
  File::Path v1.07;
  File::Spec v3.14;
  File::Spec::Functions v1.3;
  File::Spec::Unix v1.5;
  File::Temp v0.16;
  FileHandle v2.01;
  HTML::Entities v1.32;
  HTML::Mason v1.3101;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.48;
  HTML::Scrubber v0.08;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.21;
  IO::File v1.11;
  IO::Handle v1.24;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::Scalar v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.09;
  IO::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.01;
  IPC::Open3 v1.0106;
  lib v0.5565;
  List::Util v1.14;
  locale v1.00;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.53;
  Locale::Maketext::Lexicon::Gettext v0.14;
  Log::Dispatch v2.11;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.67;
  Mail::Field v1.67;
  Mail::Field::AddrList v1.67;
  Mail::Header v1.67;
  Mail::Internet v1.67;
  MIME::Base64 v3.05;
  MIME::Body v5.418;
  MIME::Decoder v5.418;
  MIME::Entity v5.418;
  MIME::Field::ContDisp v5.418;
  MIME::Field::ConTraEnc v5.418;
  MIME::Field::ContType v5.418;
  MIME::Field::ParamVal v5.418;
  MIME::Head v5.418;
  MIME::Parser v5.418;
  MIME::QuotedPrint v3.03;
  MIME::Tools v5.418;
  MIME::Words v5.418;
  mod_perl v2.000002;
  mod_perl2 v2.000002;
  ModPerl::Const v2.000002;
  Module::Versions::Report v1.02;
  overload v1.03;
  Params::Validate v0.78;
  POSIX v1.08;
  re v0.04;
  Regexp::Common v2.120;
  Regexp::Common::_support v2.101;
  Regexp::Common::balanced v2.101;
  Regexp::Common::CC v2.100;
  Regexp::Common::comment v2.116;
  Regexp::Common::delimited v2.104;
  Regexp::Common::lingua v2.105;
  Regexp::Common::list v2.103;
  Regexp::Common::net v2.105;
  Regexp::Common::number v2.108;
  Regexp::Common::profanity v2.104;
  Regexp::Common::SEN v2.102;
  Regexp::Common::URI v2.108;
  Regexp::Common::URI::fax v2.100;
  Regexp::Common::URI::file v2.100;
  Regexp::Common::URI::ftp v2.101;
  Regexp::Common::URI::gopher v2.100;
  Regexp::Common::URI::http v2.101;
  Regexp::Common::URI::news v2.100;
  Regexp::Common::URI::pop v2.100;
  Regexp::Common::URI::prospero v2.100;
  Regexp::Common::URI::RFC1035 v2.100;
  Regexp::Common::URI::RFC1738 v2.104;
  Regexp::Common::URI::RFC1808 v2.100;
  Regexp::Common::URI::RFC2384 v2.102;
  Regexp::Common::URI::RFC2396 v2.100;
  Regexp::Common::URI::RFC2806 v2.100;
  Regexp::Common::URI::tel v2.100;
  Regexp::Common::URI::telnet v2.100;
  Regexp::Common::URI::tv v2.100;
  Regexp::Common::URI::wais v2.100;
  Regexp::Common::whitespace v2.103;
  Regexp::Common::zip v2.112;
  RT v3.4.4;
  RT::Interface::Email v1.02;
  Scalar::Util v1.14;
  SelectSaver v1.01;
  Socket v1.77;
  Storable v2.13;
  strict v1.03;
  Symbol v1.06;
  Sys::Hostname v1.11;
  Sys::Syslog v0.06;
  Text::Autoformat v1.13;
  Text::Quoted v1.8;
  Text::Reform v1.11;
  Text::Tabs v98.112801;
  Text::Template v1.44;
  Text::Wrapper v1.000;
  Time::HiRes v1.66;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2003.1126;
  Time::Timezone v2003.0211;
  Tree::Simple v1.15;
  utf8 v1.05;
  vars v1.01;
  warnings v1.03;
  warnings::register v1.00;
  XSLoader v0.02;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	/opt/rt3
RT::BinPath 	/opt/rt3/bin
RT::CORE_CONFIG_FILE 	/opt/rt3/etc/RT_Config.pm
RT::CommentAddress 	<removed>
RT::CorrespondAddress 	<removed>
RT::DatabaseHost 	localhost
<db info removed>
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'<B><A
HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject'
, Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
RT::EmailOutputEncoding 	utf-8
RT::EtcPath 	/opt/rt3/etc
RT::FriendlyFromLineFormat 	"%s via RT" <%s>
RT::FriendlyToLineFormat 	"%s of Techfluent Helpdesk Ticket #%s":;
RT::LocalEtcPath 	/opt/rt3/local/etc
RT::LocalLexiconPath 	/opt/rt3/local/po
RT::LocalPath 	/opt/rt3/local
RT::LogDir 	/opt/rt3/var/log
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	/opt/rt3/share/html
RT::MasonDataDir 	/opt/rt3/var/mason_data
RT::MasonLocalComponentRoot 	/opt/rt3/local/html
RT::MasonSessionDir 	/opt/rt3/var/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::MyRequestsLength 	10
RT::MyTicketsLength 	10
RT::Organization 	techfluent.com
RT::OwnerEmail 	dshannon.com
RT::PriorityType 	1
RT::RTAddressRegexp 	^rt\@example.com$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	1
RT::SITE_CONFIG_FILE 	/opt/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailPath 	/usr/sbin/sendmail
RT::Timezone 	US/Central
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.4.4
RT::VarPath 	/opt/rt3/var
RT::WebBaseURL 	http://helpdesk.techfluent.com:80
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/NoAuth/images/
RT::WebURL 	<removed>
RT::rtname 	Techfluent Helpdesk
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 7) configuration:
  Platform:
    osname=netbsd, osvers=2.1_stable, archname=i386-netbsd-thread-multi
    uname='netbsd tf-web1.techfluent.com 2.1_stable netbsd 2.1_stable
(peter-fw) #1: sun nov 6 13:00:32 cst 2005
peter at buster:buildsnetbsd-2i386objbuildsnetbsd-2srcsysarchi386compilepet
er-fw i386 '
    config_args='-sde -Darchname=i386-netbsd -Dcc=cc -Doptimize=-O2
-pthread  -I/usr/include -Duseshrplib -Ui_malloc -Uusemymalloc
-Uinstallusrbinperl -Dinstallstyle=lib/perl5 -Dprefix=/usr/pkg
-Dsiteprefix=/usr/pkg -Dvendorprefix=/usr/pkg
-Dscriptdir=/usr/pkg/lib/perl5/bin
-Dsitescript=/usr/pkg/lib/perl5/site_perl/bin
-Dvendorscript=/usr/pkg/lib/perl5/vendor_perl/bin
-Dprivlib=/usr/pkg/lib/perl5/5.8.0
-Dsitelib=/usr/pkg/lib/perl5/site_perl/5.8.0
-Dvendorlib=/usr/pkg/lib/perl5/vendor_perl/5.8.0 -Dman1ext=1
-Dman1dir=/usr/pkg/lib/perl5/man/man1
-Dsiteman1dir=/usr/pkg/lib/perl5/site_perl/man/man1
-Dvendorman1dir=/usr/pkg/lib/perl5/vendor_perl/man/man1 -Dman3ext=3
-Dman3dir=/usr/pkg/lib/perl5/man/man3
-Dsiteman3dir=/usr/pkg/lib/perl5/site_perl/man/man3
-Dvendorman3dir=/usr/pkg/lib/perl5/vendor_perl/man/man3
-Daphostname=/bin/hostname -Dln=/bin/ln -Dsed=/usr/bin/sed
-Dissymlink=test -h -Duseithreads -Dlibswanted=m crypt '
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=define use5005threads=undef useithreads=define
usemultiplicity=define
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='cc', ccflags ='-fno-strict-aliasing -pipe -I/usr/pkg/include',
    optimize='-O2 -pthread -I/usr/include',
    cppflags='-fno-strict-aliasing -pipe -I/usr/pkg/include'
    ccversion='', gccversion='3.3.3 (NetBSD nb3 20040520)',
gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='cc', ldflags =' -Wl,-R/usr/pkg/lib  -pthread  -L/usr/pkg/lib'
    libpth=/usr/pkg/lib /usr/lib
    libs=-lm -lcrypt -lpthread
    perllibs=-lm -lcrypt -lpthread
    libc=/lib/libc.so, so=so, useshrplib=true, libperl=libperl.so
    gnulibc_version=''
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
-Wl,-R/usr/pkg/lib/perl5/5.8.0/i386-netbsd-thread-multi/CORE'
    cccdlflags='-DPIC -fPIC ', lddlflags=' -Wl,-R/usr/pkg/lib  -pthread
--whole-archive -shared  -L/usr/pkg/lib'




From mark at library.ucsc.edu  Wed Dec 28 22:06:23 2005
From: mark at library.ucsc.edu (mark matyas)
Date: Wed, 28 Dec 2005 19:06:23 -0800
Subject: [rt-users] Slow Query when Displaying "Owners" dropdown (Query
	Builder, Reply, etc.)
Message-ID: <43B352AF.40002@library.ucsc.edu>


 >Remove OwnTicket Right from Everyone group and only assign it to >techs/IT
 >workers.


That option is not set. The only thing I have set in Everyone under 
System groups is 'Create Ticket'; and under Roles, I have the Requestor 
set to 'Reply to Ticket' and 'Modify Ticket'.

-mark



 >>
 >>Quoting mark matyas <mark at library.ucsc.edu>:
 >>

 > Hello RT Users,
 >
 > We just upgraded from RT 3.0 to 3.4.4 and everything went fine expect
 > for one thing:
 > There is a specific query that takes more than 50 Seconds and is
 > executed frequently as the results of the Query seems to be the list of
 > Owners in the Drop down menu for the Query Builder page or When
 > Selecting Reply, etc. So when a user clicks on the Query Builder it
 > takes 50 seconds, making it very hard to use sometimes.
 > The MySql query cache kicks in after that and subsequent clicks to query
 > builder are faster, but the 50 second time still happens quite often as
 > the cache gets updated.
 > We have close to 100,000 tickets and a few thousand users (autocreated,
 > mainly). If I start from a fresh database I don't have this problem,
 > it's only after I import our current, relatively large DB.
 >
 > System:
 > RT 3.4.4 + apache2 + fastcgi + mysql 4.1 + HTML::Mason v1.3101 + DBI
 > v1.48 + DBIx::SearchBuilder v1.33;
 >
 >  From the MySQL slow query log:
 > # Query_time: 56  Lock_time: 1  Rows_sent: 115  Rows_examined: 208668
 > use rt3;
 > 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.Type = ACL_2.PrincipalType) )  AND (ACL_2.ObjectType =
 > 'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue') )    ORDER BY
 > main.Name ASC;
 >
 > That query displays valid users that can own a ticket.
 >
 > Is there a way to optimize this query? Where is the bottleneck here (Why
 > so many rows examined)? How can I safely delete Unprivledged users from
 > the database to clean it up a bit? Would that help?
 > Or, as a last resort, how would I change every "Owner" drop-down to be a
 > fill-in text field instead?
 >
 > I found this old thread
 > 
http://lists.bestpractical.com/pipermail/rt-devel/2003-October/004918.html
 > but it was a while ago and it seems like some internals have changed
 > since then; also there's no obviuos solution.
 >
 > Any help would be greatly appreciated.
 > Thanks!
 >
 > Mark Matyas
 > Computing and Network Services
 > McHenry Library
 > University of California, Santa Cruz
 > _______________________________________________
 > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 >
 > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
 >
 > Download a free sample chapter of RT Essentials from O'Reilly Media at
 > http://rtbook.bestpractical.com
 >
 > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
 > San Francisco - Find out more at
 > http://bestpractical.com/services/training.html


From lvanderf at internode.com.au  Wed Dec 28 22:35:39 2005
From: lvanderf at internode.com.au (Luke Vanderfluit)
Date: Thu, 29 Dec 2005 14:05:39 +1030
Subject: [rt-users] Use of uninitialized value in concatenation (.) or string
Message-ID: <43B3598B.40600@internode.com.au>

Hi.

I'm working on a script to find the number of tickets that are open or new.
Relatively simple and straightforward.
I keep getting the following warnings/debug statement:

/~~~~~~~~~~~~~~~~~~~~~~~~

[warning]: Use of uninitialized value in concatenation (.) or string at 
/usr/local/rt3/lib/RT/Tickets_Overlay_SQL.pm line 384. 
(/usr/local/rt3/lib/RT.pm:287)
[debug]: RT::Date used date::parse to make 2005-11-24 1132752600
 (/usr/local/rt3/lib/RT/Date.pm:212)
\________________________


the code that produces this is:

/~~~~~~~~~~~~~~~~~~~~~~~~

 my $tickets = new RT::Tickets($RT::SystemUser);
 $tickets->LimitStatus(VALUE => 'new');
 $tickets->LimitStatus(VALUE => 'open');
 $tickets->LimitDate(
         FIELD    => 'Created',
         VALUE    => $weekago,
         OPERATOR => ">"
         );
 $tickets->LimitQueue(VALUE => $queue->Id);
 $tickets->LimitWatcher(OPERATOR => '!=', VALUE => undef, TYPE => 
'Requestor');
 $tickets->OrderBy(FIELD => 'Priority', ORDER => 'ASC');

\________________________

Why is this warning occuring and how can I solve the underlying problem?

Thanks.
Kind regards.

-- 
Luke



From dshannon at techfluent.com  Wed Dec 28 22:36:17 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Wed, 28 Dec 2005 21:36:17 -0600
Subject: [rt-users] RT errors on search functions / a.k.a. tips on
	trackingdown the source of errors in RT...
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB7EF@TF-FS2.internal.techfluent.com>

Ok, reverting my /opt/rt3 dir to something before the Text Based
priorities does not help.

I should have mentioned that someone else had this problem, as mentioned
in the wiki:

http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches from Aug
5th, 2005.

Anyone else have this problem? A resolution?

duncan


From dshannon at techfluent.com  Wed Dec 28 22:48:37 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Wed, 28 Dec 2005 21:48:37 -0600
Subject: [rt-users] RT errors on search functions / a.k.a. tips
	ontrackingdown the source of errors in RT...
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB7F2@TF-FS2.internal.techfluent.com>

In the error, there is this line:


Code stack: 
/usr/pkg/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:496

I have the file on my file system for site perl 5.8.3, as well as:

/usr/pkg/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm

I did have to upgrade perl while I was installing RT. After the perl
upgrade, the install finished AOK.

I was surprised to see that there was a reference to 5.8.0 in the error,
as I had updated everything on the system to 5.8.3 (for netbsd 2.1).

Why is my Install using the 5.8.0 version? Should it be using the 5.8.3
version? Sorry I don't know more about perl and how it all works
together.

duncan


From jesse at bestpractical.com  Thu Dec 29 02:34:20 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Dec 2005 02:34:20 -0500
Subject: [rt-users] Slow Query when Displaying "Owners" dropdown (Query
	Builder, Reply, etc.)
In-Reply-To: <43B31CB9.9010805@library.ucsc.edu>
References: <43B31CB9.9010805@library.ucsc.edu>
Message-ID: <20051229073420.GY1062@bestpractical.com>




On Wed, Dec 28, 2005 at 03:16:09PM -0800, mark matyas wrote:
> Hello RT Users,
> 
> We just upgraded from RT 3.0 to 3.4.4 and everything went fine expect 
> for one thing:
> There is a specific query that takes more than 50 Seconds and is 
> executed frequently as the results of the Query seems to be the list of 
> Owners in the Drop down menu for the Query Builder page or When 
> Selecting Reply, etc. So when a user clicks on the Query Builder it 
> takes 50 seconds, making it very hard to use sometimes.


Mark, 

Can you please test out RT 3.4.5RC2 to see if it solves your performance
problem? We spent about half a man week working on just that for this
release.

Jesse


From nixon at nsc.liu.se  Thu Dec 29 04:39:34 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Thu, 29 Dec 2005 10:39:34 +0100
Subject: [rt-users] How to prevent Out-of-the-office Mails hitting RT ?
In-Reply-To: <OF5EB56592.8688EA39-ONC12570DF.002B9F61-C12570DF.002BEC7B@exel.com>
	(Steffen Heinzmann's message of "Thu, 22 Dec 2005 08:59:46 +0100")
References: <OF5EB56592.8688EA39-ONC12570DF.002B9F61-C12570DF.002BEC7B@exel.com>
Message-ID: <m3hd8sz1gp.fsf@nammatj.nsc.liu.se>

Steffen Heinzmann <Steffen.Heinzmann at exel.com> writes:

> Is there a possiblity to filter the subject of each inbound e-mail
> to RT, that e-mails with certain subjects like the string "is not in
> the office" are not creating a Ticket in RT ?

That's best done outside of RT. I use procmail to filter the incoming
request stream.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From ruslan.zakirov at gmail.com  Thu Dec 29 09:06:16 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 29 Dec 2005 17:06:16 +0300
Subject: [rt-users] Use of uninitialized value in concatenation (.) or
	string
In-Reply-To: <43B3598B.40600@internode.com.au>
References: <43B3598B.40600@internode.com.au>
Message-ID: <589c94400512290606r331265dtbf8a741f24ac5e54@mail.gmail.com>

On 12/29/05, Luke Vanderfluit <lvanderf at internode.com.au> wrote:
> Hi.
>
> I'm working on a script to find the number of tickets that are open or new.
> Relatively simple and straightforward.
> I keep getting the following warnings/debug statement:
>
> /~~~~~~~~~~~~~~~~~~~~~~~~
>
> [warning]: Use of uninitialized value in concatenation (.) or string at
> /usr/local/rt3/lib/RT/Tickets_Overlay_SQL.pm line 384.
> (/usr/local/rt3/lib/RT.pm:287)
> [debug]: RT::Date used date::parse to make 2005-11-24 1132752600
>  (/usr/local/rt3/lib/RT/Date.pm:212)
> \________________________
>
>
> the code that produces this is:
>
> /~~~~~~~~~~~~~~~~~~~~~~~~
>
>  my $tickets = new RT::Tickets($RT::SystemUser);
>  $tickets->LimitStatus(VALUE => 'new');
>  $tickets->LimitStatus(VALUE => 'open');
>  $tickets->LimitDate(
>          FIELD    => 'Created',
>          VALUE    => $weekago,
>          OPERATOR => ">"
>          );
>  $tickets->LimitQueue(VALUE => $queue->Id);
>  $tickets->LimitWatcher(OPERATOR => '!=', VALUE => undef, TYPE =>
> 'Requestor');
What do you want to do with this condition? If you want find only
tickets that has at least one requestor then it should be:
$tickets->LimitWatcher(OPERATOR => 'IS NOT', VALUE => 'NULL', TYPE =>
'Requestor');

>  $tickets->OrderBy(FIELD => 'Priority', ORDER => 'ASC');
>
> \________________________
>
> Why is this warning occuring and how can I solve the underlying problem?
>
> Thanks.
> Kind regards.
>
> --
> Luke
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From dshannon at techfluent.com  Thu Dec 29 09:25:01 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Thu, 29 Dec 2005 08:25:01 -0600
Subject: [rt-users] RT errors on search functions / a.k.a.
	tipsontrackingdown the source of errors in RT...
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB7F6@TF-FS2.internal.techfluent.com>

I have now removed the Saved Search displays on the Home page (by
removing the quips from index.html (and resorted back to the orig
version) and my problems seem to have cleared up.

What is it with the Saved Searches that is going awry (especially all of
the sudden... nothing should have changed w/r/t my saved searches other
than the following to chances: 1) I added the text based priorities
(high/low etc) which I cant imagine affected the Saved Searches (and I
subsequently rolled the changes back assuming it didn't touch the DB)
and 2) I added a couple of saved searches that I think are pretty non
exciting, other than I am now using "LastUpdated < 7 days ago". Could
that be part of it?

I saw the thread on rt-devel
(http://archives.free.net.ph/thread/20051223.194442.365f77fe.en.html)

And it must be happening to a few people.

I'd really like to help out how ever I can (that applies to all things
RT)

Please I hope someone is reading this and can offer some advise on how
to fix my problem AND/OR how to help out with RT.

duncan


From dkettmann at netlogic.net  Thu Dec 29 13:49:50 2005
From: dkettmann at netlogic.net (Dave Kettmann)
Date: Thu, 29 Dec 2005 12:49:50 -0600
Subject: [rt-users] Removing RTIR?
Message-ID: <59225818f2e13b45a2018111d9f0691f@192.168.1.2>

Is there a way to remove RTIR without having to re-install RT? I keep
getting extra stuff in the headers of tickets that just gets in the way.
Here is an example:

Thu Dec 29 12:37:11 2005  	chilini at gmail.com - Ticket created
[Reply] [Comment]
Subject: 	Test Ticket...
Date: 	Thu, 29 Dec 2005 12:37:07 -0600
To: 	<A
HREF="/RTIR/Tools/Lookup.html?ticket=1304&type=email&q=support at intra.net
logic.net">support at intra.netlogic.net</A> <A
HREF="/RTIR/Tools/Lookup.html?ticket=1304&type=host&q=intra.netlogic.net
">(intra.netlogic.net)</A>
From: 	Dave Kettmann <<A
HREF="/RTIR/Tools/Lookup.html?ticket=1304&type=email&q=chilini at gmail.com
">chilini at gmail.com</A> <A
HREF="/RTIR/Tools/Lookup.html?ticket=1304&type=host&q=gmail.com">(gmail.
com)</A>>

Any help is appreciated!

Thanks,

Dave Kettmann
NetLogic
314-266-4000





From justin at cityfone.net  Thu Dec 29 14:14:01 2005
From: justin at cityfone.net (Justin Zygmont)
Date: Thu, 29 Dec 2005 11:14:01 -0800
Subject: [rt-users] scriptalias as /rt with apache + fastcgi
Message-ID: <43B43579.7050908@cityfone.net>

Hi, I am using rt 3.4.4 on RHEL 4 with fastcgi, and I am suprised that 
it will not work when I change the scriptalias to /rt instead of /  Is 
there something else that has to be changed besides the scriptalias in 
apache and $WebPath in RT_SiteConfig.pm ?  All it does is let me login, 
andthen displays the page:

You haven't yet configured your webserver to run RT. You appear to have 
installed RT's web interface correctly, but haven't yet configured your 
web server to "run" the RT server which powers the web interface. The 
next step is to edit your webserver's configuration file to instruct it 
to use RT's mod_perl, fastcgi or speedycgi handler.


From sklutch at hostile.org  Thu Dec 29 14:20:13 2005
From: sklutch at hostile.org (sklutch)
Date: Thu, 29 Dec 2005 19:20:13 +0000 (UTC)
Subject: [rt-users] Re: Where did my nice feature go?
References: <6.2.1.2.0.20051223003815.03744528@WGEXPDC2.bwcad.ad.bwc.state.oh.us>
Message-ID: <loom.20051229T201905-169@post.gmane.org>

Lee Roth <bwc_lr1 <at> easy48.com> writes:

> At one point I swear I had a feature/function that provided, in the body of 
> a ticket, a link that I could click to reveal the outbound correspondence 
> that had occurred at that particular point in the chronology of the ticket.


I can only find that outgoing email link when I'm logged into RT as root. Don't
know if that's intentional or not, but I keep having to log in and clean up
mistaken tickets while my users learn the queues. <grin>


sklutch



From paul at paulororke.net  Thu Dec 29 15:34:25 2005
From: paul at paulororke.net (Paul O'Rorke)
Date: Thu, 29 Dec 2005 12:34:25 -0800
Subject: [rt-users] Double emails
Message-ID: <43B44851.10203@paulororke.net>

Hi All,

I've looked around this list but don't seem to have found a solution to 
my problem so I wonder if anyone can help.

I'm running RT 3.4.2 on FC3.  The IT department consists of only my 
supervisor and myself who are both on the admincc list.   When either of 
us create a ticket we get 2 copies mailed of each transaction since we 
are then both requestors and admincc.  Would I need to mod the 
oncorrespond scrip with a conditional to send only one mail in the event 
that an email address is repeated or is there a better/simpler way?  
I've never written a line of perl...

I can change the list of recipients when corresponding via the RT web 
interface but would like to stop this behaviour from the outset so email 
alone can be used.

Thanks


From ruslan.zakirov at gmail.com  Thu Dec 29 16:01:17 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 30 Dec 2005 00:01:17 +0300
Subject: [rt-users] Double emails
In-Reply-To: <43B44851.10203@paulororke.net>
References: <43B44851.10203@paulororke.net>
Message-ID: <589c94400512291301x708dc75al14b7b815fd078015@mail.gmail.com>

Search in archives. You need scrip that notifies requestors and aminccs at once.

On 12/29/05, Paul O'Rorke <paul at paulororke.net> wrote:
> Hi All,
>
> I've looked around this list but don't seem to have found a solution to
> my problem so I wonder if anyone can help.
>
> I'm running RT 3.4.2 on FC3.  The IT department consists of only my
> supervisor and myself who are both on the admincc list.   When either of
> us create a ticket we get 2 copies mailed of each transaction since we
> are then both requestors and admincc.  Would I need to mod the
> oncorrespond scrip with a conditional to send only one mail in the event
> that an email address is repeated or is there a better/simpler way?
> I've never written a line of perl...
>
> I can change the list of recipients when corresponding via the RT web
> interface but would like to stop this behaviour from the outset so email
> alone can be used.
>
> Thanks
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From paul at paulororke.net  Thu Dec 29 16:20:08 2005
From: paul at paulororke.net (Paul O'Rorke)
Date: Thu, 29 Dec 2005 13:20:08 -0800
Subject: [rt-users] Double emails
In-Reply-To: <589c94400512291301x708dc75al14b7b815fd078015@mail.gmail.com>
References: <43B44851.10203@paulororke.net>
	<589c94400512291301x708dc75al14b7b815fd078015@mail.gmail.com>
Message-ID: <43B45308.4010406@paulororke.net>

The current (default) scrip is notifying both.  I was hoping to find a 
solution without modding or writing scrips....

Ruslan Zakirov wrote:

>Search in archives. You need scrip that notifies requestors and aminccs at once.
>
>On 12/29/05, Paul O'Rorke <paul at paulororke.net> wrote:
>  
>
>>Hi All,
>>
>>I've looked around this list but don't seem to have found a solution to
>>my problem so I wonder if anyone can help.
>>
>>I'm running RT 3.4.2 on FC3.  The IT department consists of only my
>>supervisor and myself who are both on the admincc list.   When either of
>>us create a ticket we get 2 copies mailed of each transaction since we
>>are then both requestors and admincc.  Would I need to mod the
>>oncorrespond scrip with a conditional to send only one mail in the event
>>that an email address is repeated or is there a better/simpler way?
>>I've never written a line of perl...
>>
>>I can change the list of recipients when corresponding via the RT web
>>interface but would like to stop this behaviour from the outset so email
>>alone can be used.
>>
>>Thanks
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>  
>



From mwc at clarkeconsulting.com  Thu Dec 29 17:07:26 2005
From: mwc at clarkeconsulting.com (Matt Clarke)
Date: Thu, 29 Dec 2005 14:07:26 -0800
Subject: [rt-users] RSS 2.0 support?
Message-ID: <web-1940115@clarkeconsulting.com>


I was curious if it is possible to make RT generate RSS
output in a form accepted by "My Yahoo" or "Google" for
their custom RSS webpages?   It appears they use RSS 2.0,
and I'd like to allow people using our RT system to view
their queues through those interfaces.  

I'm using RT 3.4 with a current version (1.32) of XML::RSS.


thanks,
-matt


From ruslan.zakirov at gmail.com  Thu Dec 29 18:58:28 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 30 Dec 2005 02:58:28 +0300
Subject: [rt-users] Double emails
In-Reply-To: <43B45308.4010406@paulororke.net>
References: <43B44851.10203@paulororke.net>
	<589c94400512291301x708dc75al14b7b815fd078015@mail.gmail.com>
	<43B45308.4010406@paulororke.net>
Message-ID: <589c94400512291558w70f5d2aey5432391fa908853e@mail.gmail.com>

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

On 12/30/05, Paul O'Rorke <paul at paulororke.net> wrote:
> The current (default) scrip is notifying both.  I was hoping to find a
> solution without modding or writing scrips....
>
> Ruslan Zakirov wrote:
>
> >Search in archives. You need scrip that notifies requestors and aminccs at once.
> >
> >On 12/29/05, Paul O'Rorke <paul at paulororke.net> wrote:
> >
> >
> >>Hi All,
> >>
> >>I've looked around this list but don't seem to have found a solution to
> >>my problem so I wonder if anyone can help.
> >>
> >>I'm running RT 3.4.2 on FC3.  The IT department consists of only my
> >>supervisor and myself who are both on the admincc list.   When either of
> >>us create a ticket we get 2 copies mailed of each transaction since we
> >>are then both requestors and admincc.  Would I need to mod the
> >>oncorrespond scrip with a conditional to send only one mail in the event
> >>that an email address is repeated or is there a better/simpler way?
> >>I've never written a line of perl...
> >>
> >>I can change the list of recipients when corresponding via the RT web
> >>interface but would like to stop this behaviour from the outset so email
> >>alone can be used.
> >>
> >>Thanks
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>
> >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >>
> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >>San Francisco - Find out more at http://bestpractical.com/services/training.html
> >>
> >>
> >>
> >
> >
> >--
> >Best regards, Ruslan.
> >
> >
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From jesse at bestpractical.com  Thu Dec 29 22:15:29 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 29 Dec 2005 22:15:29 -0500
Subject: [rt-users] Re: Where did my nice feature go?
In-Reply-To: <loom.20051229T201905-169@post.gmane.org>
References: <6.2.1.2.0.20051223003815.03744528@WGEXPDC2.bwcad.ad.bwc.state.oh.us>
	<loom.20051229T201905-169@post.gmane.org>
Message-ID: <20051230031529.GF1062@bestpractical.com>




On Thu, Dec 29, 2005 at 07:20:13PM +0000, sklutch wrote:
> Lee Roth <bwc_lr1 <at> easy48.com> writes:
> 
> > At one point I swear I had a feature/function that provided, in the body of 
> > a ticket, a link that I could click to reveal the outbound correspondence 
> > that had occurred at that particular point in the chronology of the ticket.
> 
> 
> I can only find that outgoing email link when I'm logged into RT as root. Don't
> know if that's intentional or not, but I keep having to log in and clean up
> mistaken tickets while my users learn the queues. <grin>

You need to grant your users the right to ShowOutgoingEmail...
> 
> sklutch
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
> 

-- 


From mark at library.ucsc.edu  Fri Dec 30 02:27:12 2005
From: mark at library.ucsc.edu (mark matyas)
Date: Thu, 29 Dec 2005 23:27:12 -0800
Subject: [rt-users] Slow Query when Displaying "Owners" dropdown (Query
	Builder, Reply, etc.)
In-Reply-To: <20051229073420.GY1062@bestpractical.com>
References: <43B31CB9.9010805@library.ucsc.edu>
	<20051229073420.GY1062@bestpractical.com>
Message-ID: <43B4E150.6010101@library.ucsc.edu>

Hi Jesse,
Thanks for responding. Before I got your email I decided to go ahead and 
try 3.5.6 for the heck of it, and it seems to have fixed the problem. I 
really like 3.5.6 actually  especially the WebUI and Simple Search. I 
have another problem now though.
Myspecs: RT 3.5.6 + apache 2 + fastcgi + + mysql 4.1 + HTML::Mason 
v1.3101 + DBI v1.48 + DBIx::SearchBuilder v1.36;
The only problem now though is that I get alot of the following errors 
in my apache log:
[Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Dec 30 07:12:13 
2005] [err]: Couldn't load  from the users database. 
(/opt/rt3/lib/RT/CurrentUser.pm:146)
[Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized 
value in concatenation (.) or string at 
/opt/rt3/lib/RT/Principal_Overlay.pm line 425.
[Thu Dec 29 23:12:13 2005] [error] [client 64.233.172.40] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Dec 30 07:12:13 
2005] [err]: Couldn't load  from the users database. 
(/opt/rt3/lib/RT/CurrentUser.pm:146)
[Thu Dec 29 23:12:13 2005] [error] [client 64.233.172.40] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized 
value in concatenation (.) or string at 
/opt/rt3/lib/RT/Principal_Overlay.pm line 425.
[Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute 
failed: You have an error in your SQL syntax; check the manual that 
corresponds to your MySQL server version for the right syntax to use 
near 'AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR 
(ACL.ObjectType = '' at line 1 at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 493.
[Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: 
RT::Handle=HASH(0xaabfb6c) couldn't execute the query 'SELECT ACL.id 
from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName = 
'SuperUser' OR  ACL.RightName = 'ModifySelf') AND Principals.Disabled = 
0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND 
Principals.PrincipalType = 'Group' AND Principals.id = 
CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId =  AND 
((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType 
= 'RT::System')) AND ACL.PrincipalId = Principals.id AND 
ACL.PrincipalType = 'Group'  LIMIT 1' at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 506


what could this be? should I downgrade or upgrade a certain perl module? 
I would really like to keep using 3.5.6 if possible. should i downgrade RT?
Thanks for your help,
mark matyas

Jesse Vincent wrote:
> 
> 
> On Wed, Dec 28, 2005 at 03:16:09PM -0800, mark matyas wrote:
> 
>>Hello RT Users,
>>
>>We just upgraded from RT 3.0 to 3.4.4 and everything went fine expect 
>>for one thing:
>>There is a specific query that takes more than 50 Seconds and is 
>>executed frequently as the results of the Query seems to be the list of 
>>Owners in the Drop down menu for the Query Builder page or When 
>>Selecting Reply, etc. So when a user clicks on the Query Builder it 
>>takes 50 seconds, making it very hard to use sometimes.
> 
> 
> 
> Mark, 
> 
> Can you please test out RT 3.4.5RC2 to see if it solves your performance
> problem? We spent about half a man week working on just that for this
> release.
> 
> Jesse


From ghenry at suretecsystems.com  Thu Dec 29 18:30:25 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Thu, 29 Dec 2005 23:30:25 -0000 (GMT)
Subject: [rt-users] RSS 2.0 support?
In-Reply-To: <web-1940115@clarkeconsulting.com>
References: <web-1940115@clarkeconsulting.com>
Message-ID: <47739.192.168.100.90.1135899025.squirrel@webmail.suretecsystems.com>

<quote who="Matt Clarke">
>
> I was curious if it is possible to make RT generate RSS
> output in a form accepted by "My Yahoo" or "Google" for
> their custom RSS webpages?   It appears they use RSS 2.0,
> and I'd like to allow people using our RT system to view
> their queues through those interfaces.
>
> I'm using RT 3.4 with a current version (1.32) of XML::RSS.
>

You could use the rt comand line tool to get stats on whatever you want,
and build that into a program via any language. But using Perl and
XML::RSS is best ;-)

Not sure on integration with RT itself though.

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/


From ruslan.zakirov at gmail.com  Fri Dec 30 05:26:23 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 30 Dec 2005 13:26:23 +0300
Subject: [rt-users] Slow Query when Displaying "Owners" dropdown (Query
	Builder, Reply, etc.)
In-Reply-To: <43B4E150.6010101@library.ucsc.edu>
References: <43B31CB9.9010805@library.ucsc.edu>
	<20051229073420.GY1062@bestpractical.com>
	<43B4E150.6010101@library.ucsc.edu>
Message-ID: <589c94400512300226x797d9343yf3050ae1980af3@mail.gmail.com>

On 12/30/05, mark matyas <mark at library.ucsc.edu> wrote:
> Hi Jesse,
> Thanks for responding. Before I got your email I decided to go ahead and
> try 3.5.6 for the heck of it, and it seems to have fixed the problem. I
> really like 3.5.6 actually  especially the WebUI and Simple Search. I
> have another problem now though.
> Myspecs: RT 3.5.6 + apache 2 + fastcgi + + mysql 4.1 + HTML::Mason
> v1.3101 + DBI v1.48 + DBIx::SearchBuilder v1.36;
> The only problem now though is that I get alot of the following errors
> in my apache log:
> [Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Dec 30 07:12:13
> 2005] [err]: Couldn't load  from the users database.
I saw this sveral times too. I find it harmless, but anyway it should
be debugged.

> (/opt/rt3/lib/RT/CurrentUser.pm:146)
> [Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized
> value in concatenation (.) or string at
> /opt/rt3/lib/RT/Principal_Overlay.pm line 425.
> [Thu Dec 29 23:12:13 2005] [error] [client 64.233.172.40] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Dec 30 07:12:13
> 2005] [err]: Couldn't load  from the users database.
> (/opt/rt3/lib/RT/CurrentUser.pm:146)
> [Thu Dec 29 23:12:13 2005] [error] [client 64.233.172.40] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized
> value in concatenation (.) or string at
> /opt/rt3/lib/RT/Principal_Overlay.pm line 425.
> [Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute
> failed: You have an error in your SQL syntax; check the manual that
> corresponds to your MySQL server version for the right syntax to use
> near 'AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR
> (ACL.ObjectType = '' at line 1 at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 493.
> [Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr:
> RT::Handle=HASH(0xaabfb6c) couldn't execute the query 'SELECT ACL.id
> from ACL, Groups, Principals, CachedGroupMembers WHERE  (ACL.RightName =
> 'SuperUser' OR  ACL.RightName = 'ModifySelf') AND Principals.Disabled =
> 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND
> Principals.PrincipalType = 'Group' AND Principals.id =
> CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId =  AND
> ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType
> = 'RT::System')) AND ACL.PrincipalId = Principals.id AND
> ACL.PrincipalType = 'Group'  LIMIT 1' at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 506
This is bad.
"AND CachedGroupMembers.MemberId =  AND"
                                                          ^^^^^ here
Could turn on stack traces logging in RT config:
Set($LogToFile, 'error');
Set($LogStackTraces, 1);
Then reproduce this query error and send us stack trace from log file,
note that stacktraces are not logged via syslog.

>
>
> what could this be? should I downgrade or upgrade a certain perl module?
> I would really like to keep using 3.5.6 if possible. should i downgrade RT?
> Thanks for your help,
> mark matyas
>
> Jesse Vincent wrote:
> >
> >
> > On Wed, Dec 28, 2005 at 03:16:09PM -0800, mark matyas wrote:
> >
> >>Hello RT Users,
> >>
> >>We just upgraded from RT 3.0 to 3.4.4 and everything went fine expect
> >>for one thing:
> >>There is a specific query that takes more than 50 Seconds and is
> >>executed frequently as the results of the Query seems to be the list of
> >>Owners in the Drop down menu for the Query Builder page or When
> >>Selecting Reply, etc. So when a user clicks on the Query Builder it
> >>takes 50 seconds, making it very hard to use sometimes.
> >
> >
> >
> > Mark,
> >
> > Can you please test out RT 3.4.5RC2 to see if it solves your performance
> > problem? We spent about half a man week working on just that for this
> > release.
> >
> > Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From sturner at MIT.EDU  Fri Dec 30 10:29:33 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 30 Dec 2005 10:29:33 -0500
Subject: [rt-users] RT errors on search functions / a.k.a.
	tipsontrackingdown the source of errors in RT...
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB450EB7F6@TF-FS2.internal.tec
	hfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB450EB7F6@TF-FS2.internal.techfluent.com>
Message-ID: <6.2.1.2.2.20051230102009.03103078@po14.mit.edu>

At Thursday 12/29/2005 09:25 AM, Duncan Shannon wrote:
>I have now removed the Saved Search displays on the Home page (by
>removing the quips from index.html (and resorted back to the orig
>version) and my problems seem to have cleared up.
>
>What is it with the Saved Searches that is going awry (especially all of
>the sudden... nothing should have changed w/r/t my saved searches other
>than the following to chances: 1) I added the text based priorities
>(high/low etc) which I cant imagine affected the Saved Searches (and I
>subsequently rolled the changes back assuming it didn't touch the DB)
>and 2) I added a couple of saved searches that I think are pretty non
>exciting, other than I am now using "LastUpdated < 7 days ago". Could
>that be part of it?
>
>I saw the thread on rt-devel
>(http://archives.free.net.ph/thread/20051223.194442.365f77fe.en.html)
>
>And it must be happening to a few people.
>
>I'd really like to help out how ever I can (that applies to all things
>RT)
>
>Please I hope someone is reading this and can offer some advise on how
>to fix my problem AND/OR how to help out with RT.
>
>duncan

Hello Duncan,

I don't believe the cause of this error (identified by the message 
"RT::Attribute::Name Unimplemented in RT::Attributes) has been definitely 
identified - it seems to be somewhere deep in the code that retrieves 
attributes for an object. Because Saved Searches are stored as user 
attributes, the error is often seen when working with them. We've seen the 
error with attribute settings other than saved searches that we've added to 
RT ourselves - I wouldn't spend time worrying about whether specific saved 
search criteria have caused a problem.

A fix that we tried (suggested by Jesse) was to upgrade to the latest 
DBIx::SearchBuilder (we are now at 1.36) and to remove one line of code 
from SB::Record->__Value:

   $field = $self->_Accessible($field, "column") if 
$self->_Accessible($field, "column");

This _seems_ to have gotten rid of the problem for us - however, I 
personally don't understand what the omission of the code changes and so I 
don't understand why this fix works. It's not clear that this will 
guarantee a solution to the problem, so if you try it I strongly recommend 
trying it on a test/devel setup first, and if you try it in production, 
make sure you can easily back the change out if you need to.

Good luck -
Steve 



From dkettmann at netlogic.net  Fri Dec 30 12:17:28 2005
From: dkettmann at netlogic.net (Dave Kettmann)
Date: Fri, 30 Dec 2005 11:17:28 -0600
Subject: [rt-users] Help! Modules disappeared
Message-ID: <7675e71041455540b89ce046445c619f@192.168.1.2>

Help!

I made a change to a file in /opt/rt3/local/html/Elements and it was
just a wording change ... and now, RTIR, RTFM, and Asset Tracker do not
show up. In my error logs, I get a lot of ...

[Fri Dec 30 11:15:59 2005] [error] [client 206.80.64.3] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in
concatenation (.) or string at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 51.,
referer: http://rtserver/
[Fri Dec 30 11:15:59 2005] [error] [client 206.80.64.3] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in
length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm
line 52., referer: http://rtserver/

If I try to goto http://rtserver/AssetTracker/index.html I get:

error:   	Can't locate object method "Count" via package
"RTx::AssetTracker::Assets" at
/opt/rt3/share/html/AssetTracker/Elements/Tabs line 172.
context:  	
...  	
168:  	title => loc('Query Builder')};
169:  	$tabs->{"h"} = { path => "AssetTracker/Search/Edit.html$args",
170:  	title => loc('Advanced'),
171:  	separator => 1 };
172:  	if (defined $session{'assets'} and $session{'assets'}->Count) {
173:  	$tabs->{"i"} = { path =>
"AssetTracker/Search/Results.html$args",
174:  	title => loc('Show Results'),
175:  	separator => 1,
176:  	subtabs => $searchtabs };
...  	
code stack:  	/opt/rt3/share/html/AssetTracker/Elements/Tabs:172
/opt/rt3/share/html/AssetTracker/index.html:4
/opt/rt3/share/html/autohandler:215

Any help is appreciated. The only thing I changed was in my Tabs element
to add a button at the top of tickets. 

Thanks,

Dave Kettmann
NetLogic
314-266-4000





From trs at bestpractical.com  Fri Dec 30 12:23:13 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 30 Dec 2005 12:23:13 -0500
Subject: [rt-users] Help! Modules disappeared
In-Reply-To: <7675e71041455540b89ce046445c619f@192.168.1.2>
References: <7675e71041455540b89ce046445c619f@192.168.1.2>
Message-ID: <43B56D01.5060107@bestpractical.com>

Dave Kettmann wrote:
> Any help is appreciated. The only thing I changed was in my Tabs element
> to add a button at the top of tickets. 

Could you post a diff of the changes you made?

The output of 'diff -u original-file new-file' would do.

Cheers,
Tom


From dkettmann at netlogic.net  Fri Dec 30 12:25:34 2005
From: dkettmann at netlogic.net (Dave Kettmann)
Date: Fri, 30 Dec 2005 11:25:34 -0600
Subject: [rt-users] Help! Modules disappeared
In-Reply-To: <43B56D01.5060107@bestpractical.com>
Message-ID: <b93de9915816de438a5f239f201d9c4c@192.168.1.2>

Unfortunately I don't. I just added another button. When I noticed
things were 'broken' then I took the lines back out. I deleted my Mason
cache, and it was still not working properly.

Dave

-----Original Message-----
From: Thomas Sibley [mailto:trs at bestpractical.com] 
Sent: Friday, December 30, 2005 11:23 AM
To: Dave Kettmann
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help! Modules disappeared

Dave Kettmann wrote:
> Any help is appreciated. The only thing I changed was in my Tabs
element
> to add a button at the top of tickets. 

Could you post a diff of the changes you made?

The output of 'diff -u original-file new-file' would do.

Cheers,
Tom





From trs at bestpractical.com  Fri Dec 30 12:41:15 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 30 Dec 2005 12:41:15 -0500
Subject: [rt-users] Help! Modules disappeared
In-Reply-To: <b93de9915816de438a5f239f201d9c4c@192.168.1.2>
References: <b93de9915816de438a5f239f201d9c4c@192.168.1.2>
Message-ID: <43B5713B.6090507@bestpractical.com>

Dave Kettmann wrote:
> Unfortunately I don't. I just added another button. When I noticed
> things were 'broken' then I took the lines back out. I deleted my Mason
> cache, and it was still not working properly.

Can you replace the Tabs file with the original from whatever version of 
RT you're running?

Tom


From dkettmann at netlogic.net  Fri Dec 30 12:45:54 2005
From: dkettmann at netlogic.net (Dave Kettmann)
Date: Fri, 30 Dec 2005 11:45:54 -0600
Subject: [rt-users] Help! Modules disappeared
In-Reply-To: <43B5713B.6090507@bestpractical.com>
Message-ID: <064cb51899be5c489f3ce5098df45566@192.168.1.2>

Same problem... It doesn't seem like the problem would be in the Tabs
file, unless the options on the left are determined by that file.

Also it seems weird that if I try to go to the AssetTracker manually, it
errors out. Here is the error if I try to go to RTFM...

error:   	Can't locate object method "new" via package
"RT::FM::ArticleCollection" (perhaps you forgot to load
"RT::FM::ArticleCollection"?) at
/opt/rt3/share/html/RTFM/Elements/NewestArticles line 60.
context:  	
...  	
56:  	<%INIT>
57:  	my $rows = 10;
58:  	my $i;
59:  	my $MyArticles;
60:  	$MyArticles = new RT::FM::ArticleCollection
($session{'CurrentUser'});
61:  	$MyArticles->UnLimit;
62:  	$MyArticles->RowsPerPage($rows);
63:  	$MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC');
64:  	
...  	
code stack:  	/opt/rt3/share/html/RTFM/Elements/NewestArticles:60
/opt/rt3/share/html/RTFM/index.html:24
/opt/rt3/share/html/autohandler:215
raw error

Hopefully this helps out?

Dave

-----Original Message-----
From: Thomas Sibley [mailto:trs at bestpractical.com] 
Sent: Friday, December 30, 2005 11:41 AM
To: Dave Kettmann
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help! Modules disappeared

Dave Kettmann wrote:
> Unfortunately I don't. I just added another button. When I noticed
> things were 'broken' then I took the lines back out. I deleted my
Mason
> cache, and it was still not working properly.

Can you replace the Tabs file with the original from whatever version of

RT you're running?

Tom





From trs at bestpractical.com  Fri Dec 30 12:55:04 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 30 Dec 2005 12:55:04 -0500
Subject: [rt-users] Help! Modules disappeared
In-Reply-To: <064cb51899be5c489f3ce5098df45566@192.168.1.2>
References: <064cb51899be5c489f3ce5098df45566@192.168.1.2>
Message-ID: <43B57478.1000706@bestpractical.com>

The file is used for the menu on the left, yes.  When you cleared the 
Mason cache, did you also restart Apache/other webserver and your 
FastCGI processes?  If not, make sure the file is the original, and then 
try clearing the cache and restarting.

Since you weren't having problems before I'm assuming it's because of 
something that was poked when you changed things...

Hope that helps,
Tom

Dave Kettmann wrote:
> Same problem... It doesn't seem like the problem would be in the Tabs
> file, unless the options on the left are determined by that file.
> 
> Also it seems weird that if I try to go to the AssetTracker manually, it
> errors out. Here is the error if I try to go to RTFM...
> 
> error:   	Can't locate object method "new" via package
> "RT::FM::ArticleCollection" (perhaps you forgot to load
> "RT::FM::ArticleCollection"?) at
> /opt/rt3/share/html/RTFM/Elements/NewestArticles line 60.
> context:  	
> ...  	
> 56:  	<%INIT>
> 57:  	my $rows = 10;
> 58:  	my $i;
> 59:  	my $MyArticles;
> 60:  	$MyArticles = new RT::FM::ArticleCollection
> ($session{'CurrentUser'});
> 61:  	$MyArticles->UnLimit;
> 62:  	$MyArticles->RowsPerPage($rows);
> 63:  	$MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC');
> 64:  	
> ...  	
> code stack:  	/opt/rt3/share/html/RTFM/Elements/NewestArticles:60
> /opt/rt3/share/html/RTFM/index.html:24
> /opt/rt3/share/html/autohandler:215
> raw error
> 
> Hopefully this helps out?
> 
> Dave
> 
> -----Original Message-----
> From: Thomas Sibley [mailto:trs at bestpractical.com] 
> Sent: Friday, December 30, 2005 11:41 AM
> To: Dave Kettmann
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Help! Modules disappeared
> 
> Dave Kettmann wrote:
> 
>>Unfortunately I don't. I just added another button. When I noticed
>>things were 'broken' then I took the lines back out. I deleted my
> 
> Mason
> 
>>cache, and it was still not working properly.
> 
> 
> Can you replace the Tabs file with the original from whatever version of
> 
> RT you're running?
> 
> Tom
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> 
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html



From dshannon at techfluent.com  Fri Dec 30 13:22:14 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 30 Dec 2005 12:22:14 -0600
Subject: [rt-users] RT errors on search functions / a.k.a.
	tipsontrackingdown the source of errors in RT...
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB854@TF-FS2.internal.techfluent.com>

> I don't believe the cause of this error (identified by the message
> "RT::Attribute::Name Unimplemented in RT::Attributes) has been
definitely
> identified - it seems to be somewhere deep in the code that retrieves

Hmm. Well, I guess im glad its not something dumb im doing. 

> 
> A fix that we tried (suggested by Jesse) was to upgrade to the latest
> DBIx::SearchBuilder (we are now at 1.36) and to remove one line of
code
> from SB::Record->__Value:
> 
>    $field = $self->_Accessible($field, "column") if
> $self->_Accessible($field, "column");


I will try this (saw it on the rt-devel list too) and report my success
or failure.

>guarantee a solution to the problem, so if you try it I strongly
recommend
> trying it on a test/devel setup first, and if you try it in
production,

A question: is creating a tarball of the current $RTHOME enough to
create a good backup test these kinds of things? As I understand them,
they don't touch the DB etc.  (I don't have a dev. Box to run this on,
but I can easily stop/start apache and create tarballs!)

Thanks for your response... I appreciate it.

duncan



From sturner at MIT.EDU  Fri Dec 30 13:37:46 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 30 Dec 2005 13:37:46 -0500
Subject: [rt-users] RT errors on search functions / a.k.a.
	tipsontrackingdown the source of errors in RT...
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB450EB854@TF-FS2.internal.tec
	hfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB450EB854@TF-FS2.internal.techfluent.com>
Message-ID: <6.2.1.2.2.20051230133558.02ee27b0@po14.mit.edu>

At Friday 12/30/2005 01:22 PM, Duncan Shannon wrote:

>A question: is creating a tarball of the current $RTHOME enough to
>create a good backup test these kinds of things? As I understand them,
>they don't touch the DB etc.  (I don't have a dev. Box to run this on,
>but I can easily stop/start apache and create tarballs!)
>
>Thanks for your response... I appreciate it.
>
>duncan

No, the code you're tweaking is in the DBIx::SearchBuilder module, and this 
will be somewhere under your Perl installation - it's not under $RTHOME.

Steve 



From rt at northpb.com  Fri Dec 30 13:44:43 2005
From: rt at northpb.com (Dan O'Neill)
Date: Fri, 30 Dec 2005 10:44:43 -0800
Subject: [rt-users] Email.pm permissions problem on an otherwise working RT
	3.4.2 installation
In-Reply-To: <20050617180653.GP27218@bestpractical.com>
References: <42B30EB9.60200@northpb.com>	<20050617180653.GP27218@bestpractical.com>
Message-ID: <43B5801B.9030601@northpb.com>

I have one customer, just one, that when he sends email to 
support at domain.com he receives back the message

   Subject: Message not recorded

   Permission Denied

In the Apache error_log file is this line:

[Fri Dec 30 18:23:27 2005] [crit]: Permission Denied 
(/mp3/tools/rt/lib/RT/Interface/Email.pm:796)

I have tried to debug this and have failed.  All other email 
addresses/users are able to send email and have tickets opened.

The users groups are:

     * Everyone
     * Unprivileged

The queue in question has these rights:
   Everyone
     * CommentOnTicket
     * CreateTicket
     * ReplyToTicket

Here is what I suspect:

   I suspect that Email.pm or some method that it calls is doing a case
   sensitive lookup of the users email address.  The user recently
   changed his email address from using uppercase letters to all
   lowercase.  We are using Postgres in which string comparators
   are case sensitive.

Can anyone take a look?  I'm willing to experiment with you.  You can 
aim me at 'danolj' if you like.

Thanks,

Dan




From dshannon at techfluent.com  Fri Dec 30 14:07:24 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Fri, 30 Dec 2005 13:07:24 -0600
Subject: [rt-users] RT errors on search functions / a.k.a.
	tipsontrackingdown the source of errors in RT...
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB85B@TF-FS2.internal.techfluent.com>

> 
> No, the code you're tweaking is in the DBIx::SearchBuilder module, and
> this
> will be somewhere under your Perl installation - it's not under
$RTHOME.

Ah! Right and thanks.

How about a tarball of DBIx::SeachBuilder?

duncan




From rt at northpb.com  Fri Dec 30 16:45:48 2005
From: rt at northpb.com (Dan O'Neill)
Date: Fri, 30 Dec 2005 13:45:48 -0800
Subject: [rt-users] Email.pm permissions problem *SOLVED*
In-Reply-To: <43B5801B.9030601@northpb.com>
References: <42B30EB9.60200@northpb.com>	<20050617180653.GP27218@bestpractical.com>
	<43B5801B.9030601@northpb.com>
Message-ID: <43B5AA8C.4090303@northpb.com>

This one was a bugger.

The problem was with one single ticket on which the external party was
the requestor.

The ticket was opened in our Dealer support queue. At some point in time
the ticket was transferred to the Finance queue. The requestor tried to
reply to the ticket while it was in the Finance queue - the requestor
does not have permissions on the Finance queue to reply to tickets.

Jesse, Ruslan, others, great software, sorry I bungled the configuration.

Dan




From nmetrowsky at digitalglobe.com  Fri Dec 30 17:20:45 2005
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 30 Dec 2005 15:20:45 -0700
Subject: [rt-users] Fix for RTx::Statistics V1.7
Message-ID: <C1BF1C58F42A304A899E2933C220F48A16A6A3@COMAIL02.digitalglobe.com>

Hi Everyone,

 

When using RTX::Statistics V1.7 I discovered that the Multiple Queues or
Tickets per day in Multiple Queues menu item was giving incorrect totals
for new, open and rejected tickets. After investigating the file:

 

/opt/rt3/share/html/RTx/Statistics/CallsMultiQueues/index.html

 

I determined that the status definitions in index.html did not match the
menu items in the "Select status:" pull down menu. So, I changed
"created" to "new", added logic for open and rejected, and modified the
for (qw(reolved...) statement to reflect these changes.

 

The following are the changes I made:

 

57c57

< %     elsif ($status eq "created") {

---

> %     elsif ($status eq "new") {

76a77,90

> %     elsif ($status eq "open") {

> %       $tix->LimitStatus(VALUE => $status);

> %       $tix->LimitLastUpdated(VALUE => $dates[$d]->ISO, OPERATOR =>
">=");

> %       if ($dates[$d+1]) {

> %         $tix->LimitLastUpdated(VALUE => $dates[$d+1]->ISO, OPERATOR
=> "<=");

> %       }

> %     }

> %     elsif ($status eq "rejected") {

> %       $tix->LimitStatus(VALUE => $status);

> %       $tix->LimitLastUpdated(VALUE => $dates[$d]->ISO, OPERATOR =>
">=");

> %       if ($dates[$d+1]) {

> %         $tix->LimitLastUpdated(VALUE => $dates[$d+1]->ISO, OPERATOR
=> "<=");

> %       }

> %     }

95c109

< % for (qw(resolved created deleted stalled)) {

---

> % for (qw(resolved new deleted stalled rejected open)) {

 

Other than the graphs sometime do not appear, the new RTx::Statistics
pakage is much nicer than the old one.

 

Take care and have a Happy New Year's Day holiday!

 

Nick

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051230/e4f95b30/attachment.htm>

From ruslan.zakirov at gmail.com  Fri Dec 30 18:44:29 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 31 Dec 2005 02:44:29 +0300
Subject: [rt-users] RT errors on search functions / a.k.a.
	tipsontrackingdown the source of errors in RT...
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB450EB85B@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB450EB85B@TF-FS2.internal.techfluent.com>
Message-ID: <589c94400512301544v39c628d9vc4c93d55dfee0ef1@mail.gmail.com>

On 12/30/05, Duncan Shannon <dshannon at techfluent.com> wrote:
> >
> > No, the code you're tweaking is in the DBIx::SearchBuilder module, and
> > this
> > will be somewhere under your Perl installation - it's not under
> $RTHOME.
>
> Ah! Right and thanks.
>
> How about a tarball of DBIx::SeachBuilder?
You can hack it in place and have DBIx::SB tarball laying around to
reinstall vannilla SB.

This line, Jesse recommended to comment, is feature that is not used
in RT and shouldn't hurt your RT instance, but by some magic unknown
conditions it fixes problem you hit.

>
> duncan
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From cartera at lei.net.au  Fri Dec 30 23:04:31 2005
From: cartera at lei.net.au (Adrian Carter)
Date: Sat, 31 Dec 2005 15:04:31 +1100
Subject: [rt-users] [Fwd: RTx::Shredder issue thats just developed]
Message-ID: <43B6034F.4080303@lei.net.au>


Hey all,

   Been happily using RTx::Shredder with the 3.5.5 stuff no problems, 
slowly crunching through old tickets I need to purge (my attachments DB 
is 3.1G and growing!!!).

   I've gotten through about 2000 of the 100,000 odd tickets in the 
system, and well, its just broken. The DB seems ok, as I can browse 
tickets ok, but now whenever I run shredder from the commandline, I get 
the errors below. As I said, its just started occuring after a previous 
shredder instance died with error stat 255.

   What can I do to A: give you some more info (im happy for you to 
even jump onto the machine) or B: fix the problem :)

   Thanks for any assitance Ruslan!

       RT::Ticket-102905 object
       RT::Ticket-102911 object
       RT::Ticket-102915 object
Do you want to proceed? [y/N] y
[Wed Dec 28 12:42:50 2005] [crit]: Message: 'Dependecies list have reach 
its limit.
See $RT::DependenciesLimit in RTx::Shredder docs.
'


Trace begun at /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87
RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x9770b9c)', 
'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj', 
'RT::Group=HASH(0x9922d4c)', 'TargetObj', 
'RT::CachedGroupMember=HASH(0x9b058dc)') called at 
/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53
RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)', 
'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj', 
'RT::Group=HASH(0x9922d4c)', 'TargetObjs', 
'RT::CachedGroupMembers=HASH(0x9958888)') called at 
/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59
RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)', 
'BaseObj', 'RT::Group=HASH(0x9922d4c)', 'Flags', 1, 'TargetObjs', 
'ARRAY(0x924af24)', 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)') called 
at /opt/rt3/local/lib/RTx/Shredder/Group.pm line 86
RT::Group::__DependsOn('RT::Group=HASH(0x9922d4c)', 'Shredder', 
'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'Dependencies', 
'RTx::Shredder::Dependencies=HASH(0x9770b9c)') called at 
/opt/rt3/local/lib/RTx/Shredder/Record.pm line 66
RT::Record::Dependencies('RT::Group=HASH(0x9922d4c)', 'Shredder', 
'RTx::Shredder=HASH(0x8f5122c)') called at 
/opt/rt3/local/lib/RTx/Shredder/Record.pm line 207
RT::Record::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder', 
'RTx::Shredder=HASH(0x8f5122c)') called at 
/opt/rt3/local/lib/RTx/Shredder/Group.pm line 20
RT::Group::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder', 
'RTx::Shredder=HASH(0x8f5122c)') called at 
/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
RT::Record::Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder', 
'RTx::Shredder=HASH(0x8f5122c)') called at 
/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 144
RTx::Shredder::Dependencies::Wipeout('RTx::Shredder::Dependencies=HASH(0x97709b0)', 
'WithoutFlags', 4112, 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)') 
called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 214
RT::Record::_Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder', 
'RTx::Shredder=HASH(0x8f5122c)') called at 
/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
RT::Record::Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder', 
'RTx::Shredder=HASH(0x8f5122c)') called at 
/opt/rt3/local/lib/RTx/Shredder.pm line 348
RTx::Shredder::Wipeout('RTx::Shredder=HASH(0x8f5122c)') called at 
./rtx-shredder line 100
(/opt/rt3/lib/RT.pm:295)
\

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au




-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au



From ruslan.zakirov at gmail.com  Sat Dec 31 02:57:59 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 31 Dec 2005 10:57:59 +0300
Subject: [rt-users] [Fwd: RTx::Shredder issue thats just developed]
In-Reply-To: <43B6034F.4080303@lei.net.au>
References: <43B6034F.4080303@lei.net.au>
Message-ID: <589c94400512302357of44a87bj4718ac8869d32cf8@mail.gmail.com>

On 12/31/05, Adrian Carter <cartera at lei.net.au> wrote:
>
> Hey all,
>
>    Been happily using RTx::Shredder with the 3.5.5 stuff no problems,
> slowly crunching through old tickets I need to purge (my attachments DB
> is 3.1G and growing!!!).
>
>    I've gotten through about 2000 of the 100,000 odd tickets in the
> system, and well, its just broken. The DB seems ok, as I can browse
> tickets ok, but now whenever I run shredder from the commandline, I get
> the errors below. As I said, its just started occuring after a previous
> shredder instance died with error stat 255.
>
>    What can I do to A: give you some more info (im happy for you to
> even jump onto the machine) or B: fix the problem :)
>
>    Thanks for any assitance Ruslan!
>
>        RT::Ticket-102905 object
>        RT::Ticket-102911 object
>        RT::Ticket-102915 object
> Do you want to proceed? [y/N] y
> [Wed Dec 28 12:42:50 2005] [crit]: Message: 'Dependecies list have reach
> its limit.
> See $RT::DependenciesLimit in RTx::Shredder docs.
> '
Didn't you understand what's writen in documentation? Shredder before
deleting objects find all dependencies which also must be deleted with
objects, I've limited list of dependencies by 1000. For example you
can have ticket with more than 1000 transactions (email loop). If you
see such error you need to check that ticket really has many
transactions, attachments.... if it's true then you reconfigure limit
in RT_SiteConfig and delete object, but if ticket has not so many
dependencies then you file bugreport and we cooperate to debug
problem.

>
>
> Trace begun at /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87
> RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
> 'RT::Group=HASH(0x9922d4c)', 'TargetObj',
> 'RT::CachedGroupMember=HASH(0x9b058dc)') called at
> /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53
> RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
> 'RT::Group=HASH(0x9922d4c)', 'TargetObjs',
> 'RT::CachedGroupMembers=HASH(0x9958888)') called at
> /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59
> RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> 'BaseObj', 'RT::Group=HASH(0x9922d4c)', 'Flags', 1, 'TargetObjs',
> 'ARRAY(0x924af24)', 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)') called
> at /opt/rt3/local/lib/RTx/Shredder/Group.pm line 86
> RT::Group::__DependsOn('RT::Group=HASH(0x9922d4c)', 'Shredder',
> 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'Dependencies',
> 'RTx::Shredder::Dependencies=HASH(0x9770b9c)') called at
> /opt/rt3/local/lib/RTx/Shredder/Record.pm line 66
> RT::Record::Dependencies('RT::Group=HASH(0x9922d4c)', 'Shredder',
> 'RTx::Shredder=HASH(0x8f5122c)') called at
> /opt/rt3/local/lib/RTx/Shredder/Record.pm line 207
> RT::Record::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> 'RTx::Shredder=HASH(0x8f5122c)') called at
> /opt/rt3/local/lib/RTx/Shredder/Group.pm line 20
> RT::Group::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> 'RTx::Shredder=HASH(0x8f5122c)') called at
> /opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
> RT::Record::Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> 'RTx::Shredder=HASH(0x8f5122c)') called at
> /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 144
> RTx::Shredder::Dependencies::Wipeout('RTx::Shredder::Dependencies=HASH(0x97709b0)',
> 'WithoutFlags', 4112, 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)')
> called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 214
> RT::Record::_Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
> 'RTx::Shredder=HASH(0x8f5122c)') called at
> /opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
> RT::Record::Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
> 'RTx::Shredder=HASH(0x8f5122c)') called at
> /opt/rt3/local/lib/RTx/Shredder.pm line 348
> RTx::Shredder::Wipeout('RTx::Shredder=HASH(0x8f5122c)') called at
> ./rtx-shredder line 100
> (/opt/rt3/lib/RT.pm:295)
> \
>
> --
> Adrian Carter
> Technical Manager
> Leading Edge Internet
>
> Web       http://www.lei.net.au http://support.lei.net.au
> Direct    +61 2 6163 6162  Support 1 300 662 415
> E-mail    cartera at lei.net.au
>
>
>
>
> --
> Adrian Carter
> Technical Manager
> Leading Edge Internet
>
> Web       http://www.lei.net.au http://support.lei.net.au
> Direct    +61 2 6163 6162  Support 1 300 662 415
> E-mail    cartera at lei.net.au
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at http://bestpractical.com/services/training.html
>


--
Best regards, Ruslan.

From cartera at lei.net.au  Sat Dec 31 03:28:51 2005
From: cartera at lei.net.au (Adrian Carter)
Date: Sat, 31 Dec 2005 19:28:51 +1100
Subject: [rt-users] [Fwd: RTx::Shredder issue thats just developed]
In-Reply-To: <589c94400512302357of44a87bj4718ac8869d32cf8@mail.gmail.com>
References: <43B6034F.4080303@lei.net.au>
	<589c94400512302357of44a87bj4718ac8869d32cf8@mail.gmail.com>
Message-ID: <43B64143.5000906@lei.net.au>

Yeah sorry Ruslan, I completly missed that bit... I had been checking 
the doco but I'd somehow been scrolling right past that.

I've added the change to RT_SiteConfig, and thats fixed it now it appears.

Out of curiosity is the MySQL bug mentioned re Foreign keys still valid? 
and if so, whats the symptoms? I've been shredding lots of tickets, and 
it seems to be going through them (each additional batch references 
higher value tickets, so its 'progressing') but the Attachments table 
still stays pretty massive...

Sorry for wasting your time on a documented problem.. but if you've got 
some more info on that mysql bug that would be good (im just concerned 
its not cleaning up all of the 3.5.5 Attachments table properly, because 
some 4000 tickets shredded of the 100,000 in the system and the 
Attachments table hasn't shrunk one bit...)

Thanks

Ruslan Zakirov wrote:

>On 12/31/05, Adrian Carter <cartera at lei.net.au> wrote:
>  
>
>>Hey all,
>>
>>   Been happily using RTx::Shredder with the 3.5.5 stuff no problems,
>>slowly crunching through old tickets I need to purge (my attachments DB
>>is 3.1G and growing!!!).
>>
>>   I've gotten through about 2000 of the 100,000 odd tickets in the
>>system, and well, its just broken. The DB seems ok, as I can browse
>>tickets ok, but now whenever I run shredder from the commandline, I get
>>the errors below. As I said, its just started occuring after a previous
>>shredder instance died with error stat 255.
>>
>>   What can I do to A: give you some more info (im happy for you to
>>even jump onto the machine) or B: fix the problem :)
>>
>>   Thanks for any assitance Ruslan!
>>
>>       RT::Ticket-102905 object
>>       RT::Ticket-102911 object
>>       RT::Ticket-102915 object
>>Do you want to proceed? [y/N] y
>>[Wed Dec 28 12:42:50 2005] [crit]: Message: 'Dependecies list have reach
>>its limit.
>>See $RT::DependenciesLimit in RTx::Shredder docs.
>>'
>>    
>>
>Didn't you understand what's writen in documentation? Shredder before
>deleting objects find all dependencies which also must be deleted with
>objects, I've limited list of dependencies by 1000. For example you
>can have ticket with more than 1000 transactions (email loop). If you
>see such error you need to check that ticket really has many
>transactions, attachments.... if it's true then you reconfigure limit
>in RT_SiteConfig and delete object, but if ticket has not so many
>dependencies then you file bugreport and we cooperate to debug
>problem.
>
>  
>
>>Trace begun at /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87
>>RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
>>'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
>>'RT::Group=HASH(0x9922d4c)', 'TargetObj',
>>'RT::CachedGroupMember=HASH(0x9b058dc)') called at
>>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53
>>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
>>'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
>>'RT::Group=HASH(0x9922d4c)', 'TargetObjs',
>>'RT::CachedGroupMembers=HASH(0x9958888)') called at
>>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59
>>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
>>'BaseObj', 'RT::Group=HASH(0x9922d4c)', 'Flags', 1, 'TargetObjs',
>>'ARRAY(0x924af24)', 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)') called
>>at /opt/rt3/local/lib/RTx/Shredder/Group.pm line 86
>>RT::Group::__DependsOn('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'Dependencies',
>>'RTx::Shredder::Dependencies=HASH(0x9770b9c)') called at
>>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 66
>>RT::Record::Dependencies('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 207
>>RT::Record::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>/opt/rt3/local/lib/RTx/Shredder/Group.pm line 20
>>RT::Group::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
>>RT::Record::Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 144
>>RTx::Shredder::Dependencies::Wipeout('RTx::Shredder::Dependencies=HASH(0x97709b0)',
>>'WithoutFlags', 4112, 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)')
>>called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 214
>>RT::Record::_Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
>>RT::Record::Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>/opt/rt3/local/lib/RTx/Shredder.pm line 348
>>RTx::Shredder::Wipeout('RTx::Shredder=HASH(0x8f5122c)') called at
>>./rtx-shredder line 100
>>(/opt/rt3/lib/RT.pm:295)
>>\
>>
>>--
>>Adrian Carter
>>Technical Manager
>>Leading Edge Internet
>>
>>Web       http://www.lei.net.au http://support.lei.net.au
>>Direct    +61 2 6163 6162  Support 1 300 662 415
>>E-mail    cartera at lei.net.au
>>
>>
>>
>>
>>--
>>Adrian Carter
>>Technical Manager
>>Leading Edge Internet
>>
>>Web       http://www.lei.net.au http://support.lei.net.au
>>Direct    +61 2 6163 6162  Support 1 300 662 415
>>E-mail    cartera at lei.net.au
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>
>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>  
>

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au



From ruslan.zakirov at gmail.com  Sat Dec 31 03:48:35 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 31 Dec 2005 11:48:35 +0300
Subject: [rt-users] [Fwd: RTx::Shredder issue thats just developed]
In-Reply-To: <43B64143.5000906@lei.net.au>
References: <43B6034F.4080303@lei.net.au>
	<589c94400512302357of44a87bj4718ac8869d32cf8@mail.gmail.com>
	<43B64143.5000906@lei.net.au>
Message-ID: <589c94400512310048l37c10c06q728b5daf61546c71@mail.gmail.com>

On 12/31/05, Adrian Carter <cartera at lei.net.au> wrote:
> Yeah sorry Ruslan, I completly missed that bit... I had been checking
> the doco but I'd somehow been scrolling right past that.
>
> I've added the change to RT_SiteConfig, and thats fixed it now it appears.
>
> Out of curiosity is the MySQL bug mentioned re Foreign keys still valid?
> and if so, whats the symptoms? I've been shredding lots of tickets, and
Symtom: script dies. Mainstream RT doesn't use FKs, but when I was
writing first version I wrote script that adds all possible FK to DB
and hit documented bug. So it's note for people who use FKs in thiere
RT DB.

> it seems to be going through them (each additional batch references
> higher value tickets, so its 'progressing') but the Attachments table
> still stays pretty massive...
>
> Sorry for wasting your time on a documented problem.. but if you've got
> some more info on that mysql bug that would be good (im just concerned
> its not cleaning up all of the 3.5.5 Attachments table properly, because
> some 4000 tickets shredded of the 100,000 in the system and the
> Attachments table hasn't shrunk one bit...)
Yeah, it's correct mysql behaviour because it's too expensive to cut
DB file in the middle while delete operation, I really don't remeber
if mysql reuse freed space, but I do know that mysql documentation
describe how to maintain this situation. For example PostgreSQL has
pg_vacuum script for this purposes, search in mysql docs and google.


>
> Thanks
>
> Ruslan Zakirov wrote:
>
> >On 12/31/05, Adrian Carter <cartera at lei.net.au> wrote:
> >
> >
> >>Hey all,
> >>
> >>   Been happily using RTx::Shredder with the 3.5.5 stuff no problems,
> >>slowly crunching through old tickets I need to purge (my attachments DB
> >>is 3.1G and growing!!!).
> >>
> >>   I've gotten through about 2000 of the 100,000 odd tickets in the
> >>system, and well, its just broken. The DB seems ok, as I can browse
> >>tickets ok, but now whenever I run shredder from the commandline, I get
> >>the errors below. As I said, its just started occuring after a previous
> >>shredder instance died with error stat 255.
> >>
> >>   What can I do to A: give you some more info (im happy for you to
> >>even jump onto the machine) or B: fix the problem :)
> >>
> >>   Thanks for any assitance Ruslan!
> >>
> >>       RT::Ticket-102905 object
> >>       RT::Ticket-102911 object
> >>       RT::Ticket-102915 object
> >>Do you want to proceed? [y/N] y
> >>[Wed Dec 28 12:42:50 2005] [crit]: Message: 'Dependecies list have reach
> >>its limit.
> >>See $RT::DependenciesLimit in RTx::Shredder docs.
> >>'
> >>
> >>
> >Didn't you understand what's writen in documentation? Shredder before
> >deleting objects find all dependencies which also must be deleted with
> >objects, I've limited list of dependencies by 1000. For example you
> >can have ticket with more than 1000 transactions (email loop). If you
> >see such error you need to check that ticket really has many
> >transactions, attachments.... if it's true then you reconfigure limit
> >in RT_SiteConfig and delete object, but if ticket has not so many
> >dependencies then you file bugreport and we cooperate to debug
> >problem.
> >
> >
> >
> >>Trace begun at /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87
> >>RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> >>'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
> >>'RT::Group=HASH(0x9922d4c)', 'TargetObj',
> >>'RT::CachedGroupMember=HASH(0x9b058dc)') called at
> >>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53
> >>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> >>'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
> >>'RT::Group=HASH(0x9922d4c)', 'TargetObjs',
> >>'RT::CachedGroupMembers=HASH(0x9958888)') called at
> >>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59
> >>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> >>'BaseObj', 'RT::Group=HASH(0x9922d4c)', 'Flags', 1, 'TargetObjs',
> >>'ARRAY(0x924af24)', 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)') called
> >>at /opt/rt3/local/lib/RTx/Shredder/Group.pm line 86
> >>RT::Group::__DependsOn('RT::Group=HASH(0x9922d4c)', 'Shredder',
> >>'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'Dependencies',
> >>'RTx::Shredder::Dependencies=HASH(0x9770b9c)') called at
> >>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 66
> >>RT::Record::Dependencies('RT::Group=HASH(0x9922d4c)', 'Shredder',
> >>'RTx::Shredder=HASH(0x8f5122c)') called at
> >>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 207
> >>RT::Record::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> >>'RTx::Shredder=HASH(0x8f5122c)') called at
> >>/opt/rt3/local/lib/RTx/Shredder/Group.pm line 20
> >>RT::Group::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> >>'RTx::Shredder=HASH(0x8f5122c)') called at
> >>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
> >>RT::Record::Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> >>'RTx::Shredder=HASH(0x8f5122c)') called at
> >>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 144
> >>RTx::Shredder::Dependencies::Wipeout('RTx::Shredder::Dependencies=HASH(0x97709b0)',
> >>'WithoutFlags', 4112, 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)')
> >>called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 214
> >>RT::Record::_Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
> >>'RTx::Shredder=HASH(0x8f5122c)') called at
> >>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
> >>RT::Record::Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
> >>'RTx::Shredder=HASH(0x8f5122c)') called at
> >>/opt/rt3/local/lib/RTx/Shredder.pm line 348
> >>RTx::Shredder::Wipeout('RTx::Shredder=HASH(0x8f5122c)') called at
> >>./rtx-shredder line 100
> >>(/opt/rt3/lib/RT.pm:295)
> >>\
> >>
> >>--
> >>Adrian Carter
> >>Technical Manager
> >>Leading Edge Internet
> >>
> >>Web       http://www.lei.net.au http://support.lei.net.au
> >>Direct    +61 2 6163 6162  Support 1 300 662 415
> >>E-mail    cartera at lei.net.au
> >>
> >>
> >>
> >>
> >>--
> >>Adrian Carter
> >>Technical Manager
> >>Leading Edge Internet
> >>
> >>Web       http://www.lei.net.au http://support.lei.net.au
> >>Direct    +61 2 6163 6162  Support 1 300 662 415
> >>E-mail    cartera at lei.net.au
> >>
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >>
> >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> >>
> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> >>San Francisco - Find out more at http://bestpractical.com/services/training.html
> >>
> >>
> >>
> >
> >
> >--
> >Best regards, Ruslan.
> >
> >
>
> --
> Adrian Carter
> Technical Manager
> Leading Edge Internet
>
> Web       http://www.lei.net.au http://support.lei.net.au
> Direct    +61 2 6163 6162  Support 1 300 662 415
> E-mail    cartera at lei.net.au
>
>


--
Best regards, Ruslan.

From ruslan.zakirov at gmail.com  Sat Dec 31 05:39:11 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 31 Dec 2005 13:39:11 +0300
Subject: [rt-users] [Fwd: RTx::Shredder issue thats just developed]
In-Reply-To: <589c94400512310048l37c10c06q728b5daf61546c71@mail.gmail.com>
References: <43B6034F.4080303@lei.net.au>
	<589c94400512302357of44a87bj4718ac8869d32cf8@mail.gmail.com>
	<43B64143.5000906@lei.net.au>
	<589c94400512310048l37c10c06q728b5daf61546c71@mail.gmail.com>
Message-ID: <589c94400512310239v4f5668b9p163ad0d187b7493@mail.gmail.com>

On 12/31/05, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> On 12/31/05, Adrian Carter <cartera at lei.net.au> wrote:
> > Yeah sorry Ruslan, I completly missed that bit... I had been checking
> > the doco but I'd somehow been scrolling right past that.
> >
> > I've added the change to RT_SiteConfig, and thats fixed it now it appears.
> >
> > Out of curiosity is the MySQL bug mentioned re Foreign keys still valid?
> > and if so, whats the symptoms? I've been shredding lots of tickets, and
> Symtom: script dies. Mainstream RT doesn't use FKs, but when I was
> writing first version I wrote script that adds all possible FK to DB
> and hit documented bug. So it's note for people who use FKs in thiere
> RT DB.
>
> > it seems to be going through them (each additional batch references
> > higher value tickets, so its 'progressing') but the Attachments table
> > still stays pretty massive...
> >
> > Sorry for wasting your time on a documented problem.. but if you've got
> > some more info on that mysql bug that would be good (im just concerned
> > its not cleaning up all of the 3.5.5 Attachments table properly, because
> > some 4000 tickets shredded of the 100,000 in the system and the
> > Attachments table hasn't shrunk one bit...)
> Yeah, it's correct mysql behaviour because it's too expensive to cut
> DB file in the middle while delete operation, I really don't remeber
> if mysql reuse freed space, but I do know that mysql documentation
> describe how to maintain this situation. For example PostgreSQL has
> pg_vacuum script for this purposes, search in mysql docs and google.
Read this discussion
http://www.issociate.de/board/index.php?t=msg&goto=338208&rid=0

>
>
> >
> > Thanks
> >
> > Ruslan Zakirov wrote:
> >
> > >On 12/31/05, Adrian Carter <cartera at lei.net.au> wrote:
> > >
> > >
> > >>Hey all,
> > >>
> > >>   Been happily using RTx::Shredder with the 3.5.5 stuff no problems,
> > >>slowly crunching through old tickets I need to purge (my attachments DB
> > >>is 3.1G and growing!!!).
> > >>
> > >>   I've gotten through about 2000 of the 100,000 odd tickets in the
> > >>system, and well, its just broken. The DB seems ok, as I can browse
> > >>tickets ok, but now whenever I run shredder from the commandline, I get
> > >>the errors below. As I said, its just started occuring after a previous
> > >>shredder instance died with error stat 255.
> > >>
> > >>   What can I do to A: give you some more info (im happy for you to
> > >>even jump onto the machine) or B: fix the problem :)
> > >>
> > >>   Thanks for any assitance Ruslan!
> > >>
> > >>       RT::Ticket-102905 object
> > >>       RT::Ticket-102911 object
> > >>       RT::Ticket-102915 object
> > >>Do you want to proceed? [y/N] y
> > >>[Wed Dec 28 12:42:50 2005] [crit]: Message: 'Dependecies list have reach
> > >>its limit.
> > >>See $RT::DependenciesLimit in RTx::Shredder docs.
> > >>'
> > >>
> > >>
> > >Didn't you understand what's writen in documentation? Shredder before
> > >deleting objects find all dependencies which also must be deleted with
> > >objects, I've limited list of dependencies by 1000. For example you
> > >can have ticket with more than 1000 transactions (email loop). If you
> > >see such error you need to check that ticket really has many
> > >transactions, attachments.... if it's true then you reconfigure limit
> > >in RT_SiteConfig and delete object, but if ticket has not so many
> > >dependencies then you file bugreport and we cooperate to debug
> > >problem.
> > >
> > >
> > >
> > >>Trace begun at /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87
> > >>RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> > >>'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
> > >>'RT::Group=HASH(0x9922d4c)', 'TargetObj',
> > >>'RT::CachedGroupMember=HASH(0x9b058dc)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53
> > >>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> > >>'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
> > >>'RT::Group=HASH(0x9922d4c)', 'TargetObjs',
> > >>'RT::CachedGroupMembers=HASH(0x9958888)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59
> > >>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
> > >>'BaseObj', 'RT::Group=HASH(0x9922d4c)', 'Flags', 1, 'TargetObjs',
> > >>'ARRAY(0x924af24)', 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)') called
> > >>at /opt/rt3/local/lib/RTx/Shredder/Group.pm line 86
> > >>RT::Group::__DependsOn('RT::Group=HASH(0x9922d4c)', 'Shredder',
> > >>'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'Dependencies',
> > >>'RTx::Shredder::Dependencies=HASH(0x9770b9c)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 66
> > >>RT::Record::Dependencies('RT::Group=HASH(0x9922d4c)', 'Shredder',
> > >>'RTx::Shredder=HASH(0x8f5122c)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 207
> > >>RT::Record::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> > >>'RTx::Shredder=HASH(0x8f5122c)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder/Group.pm line 20
> > >>RT::Group::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> > >>'RTx::Shredder=HASH(0x8f5122c)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
> > >>RT::Record::Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
> > >>'RTx::Shredder=HASH(0x8f5122c)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 144
> > >>RTx::Shredder::Dependencies::Wipeout('RTx::Shredder::Dependencies=HASH(0x97709b0)',
> > >>'WithoutFlags', 4112, 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)')
> > >>called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 214
> > >>RT::Record::_Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
> > >>'RTx::Shredder=HASH(0x8f5122c)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
> > >>RT::Record::Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
> > >>'RTx::Shredder=HASH(0x8f5122c)') called at
> > >>/opt/rt3/local/lib/RTx/Shredder.pm line 348
> > >>RTx::Shredder::Wipeout('RTx::Shredder=HASH(0x8f5122c)') called at
> > >>./rtx-shredder line 100
> > >>(/opt/rt3/lib/RT.pm:295)
> > >>\
> > >>
> > >>--
> > >>Adrian Carter
> > >>Technical Manager
> > >>Leading Edge Internet
> > >>
> > >>Web       http://www.lei.net.au http://support.lei.net.au
> > >>Direct    +61 2 6163 6162  Support 1 300 662 415
> > >>E-mail    cartera at lei.net.au
> > >>
> > >>
> > >>
> > >>
> > >>--
> > >>Adrian Carter
> > >>Technical Manager
> > >>Leading Edge Internet
> > >>
> > >>Web       http://www.lei.net.au http://support.lei.net.au
> > >>Direct    +61 2 6163 6162  Support 1 300 662 415
> > >>E-mail    cartera at lei.net.au
> > >>
> > >>_______________________________________________
> > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >>
> > >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > >>
> > >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
> > >>
> > >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> > >>San Francisco - Find out more at http://bestpractical.com/services/training.html
> > >>
> > >>
> > >>
> > >
> > >
> > >--
> > >Best regards, Ruslan.
> > >
> > >
> >
> > --
> > Adrian Carter
> > Technical Manager
> > Leading Edge Internet
> >
> > Web       http://www.lei.net.au http://support.lei.net.au
> > Direct    +61 2 6163 6162  Support 1 300 662 415
> > E-mail    cartera at lei.net.au
> >
> >
>
>
> --
> Best regards, Ruslan.
>


--
Best regards, Ruslan.

From robw at plattformad.com  Sat Dec 31 09:18:48 2005
From: robw at plattformad.com (Rob Wilson)
Date: Sat, 31 Dec 2005 08:18:48 -0600
Subject: [rt-users] searching on open tickets is not working
Message-ID: <20051231141847.0521168000EB@mars.plattformad.com>

I am using the query builder in RT and I want to run the following query

 

Owner='3621' or

Owner='82' or

Owner='86' or 

Owner='84' or 

Owner='78' or 

Owner='90' or 

Owner='4003' or 

Owner='4139' or 

Owner='80' 

and Status='open' 

 

this is the SQL statement that I want to run but in the builder I can either
do OR and AND not both. 

 

How do I do this?

 

My objective to get a list of all the open tickets for my team.

 

Please let me know if you have any questions.

 

 

Thanks,

 

Rob Wilson
Project Manager
Plattformad
500 N. Rogers Rd.
Olathe, KS 66062
Phone: 913-254-6779
Fax: 913-764-3098 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051231/443ea5d9/attachment.htm>

From cartera at lei.net.au  Sat Dec 31 09:40:23 2005
From: cartera at lei.net.au (Adrian Carter)
Date: Sun, 01 Jan 2006 01:40:23 +1100
Subject: [rt-users] [Fwd: RTx::Shredder issue thats just developed]
In-Reply-To: <589c94400512310239v4f5668b9p163ad0d187b7493@mail.gmail.com>
References: <43B6034F.4080303@lei.net.au>	
	<589c94400512302357of44a87bj4718ac8869d32cf8@mail.gmail.com>	
	<43B64143.5000906@lei.net.au>	
	<589c94400512310048l37c10c06q728b5daf61546c71@mail.gmail.com>
	<589c94400512310239v4f5668b9p163ad0d187b7493@mail.gmail.com>
Message-ID: <43B69857.6020608@lei.net.au>

Cheers Ruslan,
    I've done an "ALTER TABLE `Attachments` TYPE=InnoDB" and that seems 
to have shrunk a few hundred Mb's off of it... I got that via 
http://bugs.mysql.com/bug.php?id=1341 . It seems this has turned into a 
'feature request' to get "fixed" so it should be resolved in the next 
few months.

    I'm continuing to shred happily with that Dependencies thing fixed. 
I dont know how I missed such a blatant comment in the Documentation. 
Sorry for wasting your time on that.

    You might want to make mention of this "problem" with MySQL in the 
Doco though, incase someone else is being concerned like myself with 
disk utilisation. Saves potential concern in regard to Shredder not 
doing its job properly.

Thanks for your help mate

Adrian

Ruslan Zakirov wrote:

>On 12/31/05, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
>  
>
>>On 12/31/05, Adrian Carter <cartera at lei.net.au> wrote:
>>    
>>
>>>Yeah sorry Ruslan, I completly missed that bit... I had been checking
>>>the doco but I'd somehow been scrolling right past that.
>>>
>>>I've added the change to RT_SiteConfig, and thats fixed it now it appears.
>>>
>>>Out of curiosity is the MySQL bug mentioned re Foreign keys still valid?
>>>and if so, whats the symptoms? I've been shredding lots of tickets, and
>>>      
>>>
>>Symtom: script dies. Mainstream RT doesn't use FKs, but when I was
>>writing first version I wrote script that adds all possible FK to DB
>>and hit documented bug. So it's note for people who use FKs in thiere
>>RT DB.
>>
>>    
>>
>>>it seems to be going through them (each additional batch references
>>>higher value tickets, so its 'progressing') but the Attachments table
>>>still stays pretty massive...
>>>
>>>Sorry for wasting your time on a documented problem.. but if you've got
>>>some more info on that mysql bug that would be good (im just concerned
>>>its not cleaning up all of the 3.5.5 Attachments table properly, because
>>>some 4000 tickets shredded of the 100,000 in the system and the
>>>Attachments table hasn't shrunk one bit...)
>>>      
>>>
>>Yeah, it's correct mysql behaviour because it's too expensive to cut
>>DB file in the middle while delete operation, I really don't remeber
>>if mysql reuse freed space, but I do know that mysql documentation
>>describe how to maintain this situation. For example PostgreSQL has
>>pg_vacuum script for this purposes, search in mysql docs and google.
>>    
>>
>Read this discussion
>http://www.issociate.de/board/index.php?t=msg&goto=338208&rid=0
>
>  
>
>>    
>>
>>>Thanks
>>>
>>>Ruslan Zakirov wrote:
>>>
>>>      
>>>
>>>>On 12/31/05, Adrian Carter <cartera at lei.net.au> wrote:
>>>>
>>>>
>>>>        
>>>>
>>>>>Hey all,
>>>>>
>>>>>  Been happily using RTx::Shredder with the 3.5.5 stuff no problems,
>>>>>slowly crunching through old tickets I need to purge (my attachments DB
>>>>>is 3.1G and growing!!!).
>>>>>
>>>>>  I've gotten through about 2000 of the 100,000 odd tickets in the
>>>>>system, and well, its just broken. The DB seems ok, as I can browse
>>>>>tickets ok, but now whenever I run shredder from the commandline, I get
>>>>>the errors below. As I said, its just started occuring after a previous
>>>>>shredder instance died with error stat 255.
>>>>>
>>>>>  What can I do to A: give you some more info (im happy for you to
>>>>>even jump onto the machine) or B: fix the problem :)
>>>>>
>>>>>  Thanks for any assitance Ruslan!
>>>>>
>>>>>      RT::Ticket-102905 object
>>>>>      RT::Ticket-102911 object
>>>>>      RT::Ticket-102915 object
>>>>>Do you want to proceed? [y/N] y
>>>>>[Wed Dec 28 12:42:50 2005] [crit]: Message: 'Dependecies list have reach
>>>>>its limit.
>>>>>See $RT::DependenciesLimit in RTx::Shredder docs.
>>>>>'
>>>>>
>>>>>
>>>>>          
>>>>>
>>>>Didn't you understand what's writen in documentation? Shredder before
>>>>deleting objects find all dependencies which also must be deleted with
>>>>objects, I've limited list of dependencies by 1000. For example you
>>>>can have ticket with more than 1000 transactions (email loop). If you
>>>>see such error you need to check that ticket really has many
>>>>transactions, attachments.... if it's true then you reconfigure limit
>>>>in RT_SiteConfig and delete object, but if ticket has not so many
>>>>dependencies then you file bugreport and we cooperate to debug
>>>>problem.
>>>>
>>>>
>>>>
>>>>        
>>>>
>>>>>Trace begun at /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87
>>>>>RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
>>>>>'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
>>>>>'RT::Group=HASH(0x9922d4c)', 'TargetObj',
>>>>>'RT::CachedGroupMember=HASH(0x9b058dc)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53
>>>>>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
>>>>>'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'BaseObj',
>>>>>'RT::Group=HASH(0x9922d4c)', 'TargetObjs',
>>>>>'RT::CachedGroupMembers=HASH(0x9958888)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59
>>>>>RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)',
>>>>>'BaseObj', 'RT::Group=HASH(0x9922d4c)', 'Flags', 1, 'TargetObjs',
>>>>>'ARRAY(0x924af24)', 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)') called
>>>>>at /opt/rt3/local/lib/RTx/Shredder/Group.pm line 86
>>>>>RT::Group::__DependsOn('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>>>>'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, 'Dependencies',
>>>>>'RTx::Shredder::Dependencies=HASH(0x9770b9c)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 66
>>>>>RT::Record::Dependencies('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>>>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 207
>>>>>RT::Record::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>>>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder/Group.pm line 20
>>>>>RT::Group::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>>>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
>>>>>RT::Record::Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder',
>>>>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 144
>>>>>RTx::Shredder::Dependencies::Wipeout('RTx::Shredder::Dependencies=HASH(0x97709b0)',
>>>>>'WithoutFlags', 4112, 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)')
>>>>>called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line 214
>>>>>RT::Record::_Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
>>>>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder/Record.pm line 197
>>>>>RT::Record::Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder',
>>>>>'RTx::Shredder=HASH(0x8f5122c)') called at
>>>>>/opt/rt3/local/lib/RTx/Shredder.pm line 348
>>>>>RTx::Shredder::Wipeout('RTx::Shredder=HASH(0x8f5122c)') called at
>>>>>./rtx-shredder line 100
>>>>>(/opt/rt3/lib/RT.pm:295)
>>>>>\
>>>>>
>>>>>--
>>>>>Adrian Carter
>>>>>Technical Manager
>>>>>Leading Edge Internet
>>>>>
>>>>>Web       http://www.lei.net.au http://support.lei.net.au
>>>>>Direct    +61 2 6163 6162  Support 1 300 662 415
>>>>>E-mail    cartera at lei.net.au
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>--
>>>>>Adrian Carter
>>>>>Technical Manager
>>>>>Leading Edge Internet
>>>>>
>>>>>Web       http://www.lei.net.au http://support.lei.net.au
>>>>>Direct    +61 2 6163 6162  Support 1 300 662 415
>>>>>E-mail    cartera at lei.net.au
>>>>>
>>>>>_______________________________________________
>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>>
>>>>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>>>>>
>>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>>>>>San Francisco - Find out more at http://bestpractical.com/services/training.html
>>>>>
>>>>>
>>>>>
>>>>>          
>>>>>
>>>>--
>>>>Best regards, Ruslan.
>>>>
>>>>
>>>>        
>>>>
>>>--
>>>Adrian Carter
>>>Technical Manager
>>>Leading Edge Internet
>>>
>>>Web       http://www.lei.net.au http://support.lei.net.au
>>>Direct    +61 2 6163 6162  Support 1 300 662 415
>>>E-mail    cartera at lei.net.au
>>>
>>>
>>>      
>>>
>>--
>>Best regards, Ruslan.
>>
>>    
>>
>
>
>--
>Best regards, Ruslan.
>  
>

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060101/44602991/attachment.htm>

From les at futuresource.com  Sat Dec 31 16:20:27 2005
From: les at futuresource.com (Les Mikesell)
Date: Sat, 31 Dec 2005 15:20:27 -0600
Subject: [rt-users] RT errors on search functions / a.k.a.
	tipsontrackingdown the source of errors in RT...
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB450EB85B@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB450EB85B@TF-FS2.internal.techfluent.com>
Message-ID: <1136064027.19886.14.camel@les-home.futuresource.com>

On Fri, 2005-12-30 at 13:07, Duncan Shannon wrote:
> > 
> > No, the code you're tweaking is in the DBIx::SearchBuilder module, and
> > this
> > will be somewhere under your Perl installation - it's not under
> $RTHOME.
> 
> Ah! Right and thanks.
> 
> How about a tarball of DBIx::SeachBuilder?

You can do a:
perl -MCPAN -eshell
cpan> look DBIx::SearchBuilder
and end up in the unpacked build directory
where you can edit before installing by
hand. (Then exit to get out of the subshell.)

-- 
  Les Mikesell
   les at futuresource.com




From dshannon at techfluent.com  Sat Dec 31 17:50:31 2005
From: dshannon at techfluent.com (Duncan Shannon)
Date: Sat, 31 Dec 2005 16:50:31 -0600
Subject: [rt-users] editing tickets (comments and replies) - I know the
	answer, but dont understand why...
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com>

Hi-

I'd like to discuss why RT doesnt allow for editing the the comments and correspondance for any give ticket.
 
I searched thru the archives, and there are a couple threads that when people ask if you can, the answer is one of two things:
 
1) No.
 
2) No, its against the "philosophy" or RT3 (or Ticketing Systems).
 
Is anyone up for a discussion on why the answers are that way? I feel that the capability should be there, and should be a permissions setting.
 
I dont see any reason why the editing of ticket comments or correspondance shouldnt be a feature of RT (or ticketing systems). 
 
Done right, it can be a very good thing. It can provide:
 
* cleaning up of tickets for readability
* condensing tickets to take out any fluff
* removing of mistakes (oops, i replied to the wrong ticket kind of thing)
 
Sure, I get that it could be used for evil, but so could other parts of the system.
 
So, i know that the archives say the answer is NO, but i'd like to challenge that and see if anyone will bite and debate it.
 
duncan
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20051231/7034e7b1/attachment.htm>

From cartera at lei.net.au  Sat Dec 31 20:20:01 2005
From: cartera at lei.net.au (Adrian Carter)
Date: Sun, 01 Jan 2006 12:20:01 +1100
Subject: [rt-users] editing tickets (comments and replies) - I know the
	answer, but dont understand why...
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com>
Message-ID: <43B72E41.4070503@lei.net.au>

At the risk of Biting...

I support the "NO" basis, even though I regularly go "Doh... if only I 
could edit that..." . Management used to complain a bit.. but theres a 
simple solution: Tell them its just like an Accounting System: No 
Deletion, Only Adjustments. As soon as they see the parrallels between a 
ticketing system used to track events and maintain an 'audit trail' and 
their 'oh so precious' Accounting system that essentially behaves the 
same in this regard its all good.

And why is it important ? Because RT provides full audit trails, and 
other things which are very handy from a legal perspective. More than 
once I've dagged tickets and their entire comment history out and 
managed to 'head someone off at the pass' purely with the data that can 
be provided and can be provided "as presented" with no possibility of it 
having been altered.

The moment you add the 'concept' even of being able to edit 'inplace' 
tickets, it breaks the whole potnetial integrity of the historical 
accuracy of the tickets - How can you prove that was the original ticket 
and not an altered/doctored version if any old person could edit it?

This is why, like with accounting, nothing is ever "deleted".. even 
monumental stuff ups... They just get "adjusted".

I guess it also comes down to use. I use RT for tracking user support 
queries, processing some tasks, and tracking some orders between 
vendors. For this reason, I dont want it to be ABLE to be altered.

Maybe if you understand the full ramifications and potential impacts and 
pitfalls of having editable tickets, and see it as no issue for 
yourself, then go for it, and implement it yourself. Its not that 
difficult - in fact I think there is some contrib patches floating 
around to enable you to do what you want.

Thats my whole $0.02 worth

Adrian

Duncan Shannon wrote:

> Hi-
>
> I'd like to discuss why RT doesnt allow for editing the the comments 
> and correspondance for any give ticket.
>  
> I searched thru the archives, and there are a couple threads that when 
> people ask if you can, the answer is one of two things:
>  
> 1) No.
>  
> 2) No, its against the "philosophy" or RT3 (or Ticketing Systems).
>  
> Is anyone up for a discussion on why the answers are that way? I feel 
> that the capability should be there, and should be a permissions setting.
>  
> I dont see any reason why the editing of ticket comments or 
> correspondance shouldnt be a feature of RT (or ticketing systems).
>  
> Done right, it can be a very good thing. It can provide:
>  
> * cleaning up of tickets for readability
> * condensing tickets to take out any fluff
> * removing of mistakes (oops, i replied to the wrong ticket kind of thing)
>  
> Sure, I get that it could be used for evil, but so could other parts 
> of the system.
>  
> So, i know that the archives say the answer is NO, but i'd like to 
> challenge that and see if anyone will bite and debate it.
>  
> duncan
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com
>
>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
>San Francisco - Find out more at http://bestpractical.com/services/training.html
>

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au


-- 
Adrian Carter
Technical Manager
Leading Edge Internet

Web	  http://www.lei.net.au http://support.lei.net.au
Direct    +61 2 6163 6162  Support 1 300 662 415
E-mail    cartera at lei.net.au

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060101/fb87836d/attachment.htm>