From ravin.mathoora at virtualaccess.com Tue Feb 1 05:26:37 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Tue, 1 Feb 2005 10:26:37 -0000 (GMT) Subject: [rt-users] problem with accessing the webpage Message-ID: <32880.62.77.191.193.1107253597.squirrel@mail.virtualaccess.com> Hi, i am having trouble with accessing the webpage: This is the error that I get in the rt-error.log: Connect Failed Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line 168\n When I look at the RT_SiteConfig.pm, below is displayed the lines: 166 - 172 166 # and comment mail tracked by RT, unless overridden by a queue-specific 167 # address. 168 169 Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); 170 171 Set($CommentAddress , 'RT_CommentAddressNotSet'); 172 This is what is written to the rt-access.log 10.1.10.15 - - [01/Feb/2005:10:18:33 +0000] "GET /favicon.ico HTTP/1.1" 500 610 10.1.10.15 - - [01/Feb/2005:10:18:33 +0000] "GET / HTTP/1.1" 500 610 I am missing something small here, and I cannot seem to see it, so any help would be appreciated. Many thanks Ravin From fjmartinez at csi.uned.es Tue Feb 1 05:32:22 2005 From: fjmartinez at csi.uned.es (Francisco Javier =?iso-8859-1?Q?Mart=EDnez?= Martinez) Date: Tue, 01 Feb 2005 11:32:22 +0100 Subject: [rt-users] How to make LDAP authentication in RT3 In-Reply-To: <41FE4165.3010703@n2sw.com> References: <6.1.2.0.2.20050131141327.04299ce8@csipop.uned.es> <41FE4165.3010703@n2sw.com> Message-ID: <6.1.2.0.2.20050201104119.043bc528@csipop.uned.es> Hello. First I wish to thank you to Steve and others for his quickly answer. But my scenario is not that the RT delegates in the Apache the LDAP authentication. My scenario is as follow: RT (not apache) must self - authenticate users against a LDAP server, this is due to that if is the Apache who makes the authentication the first entrance page is missing, and in this first RT?s login page we want to leave messages for users among others things. I want to make this authentication with NO TLS. I had tried many thing following recomendations founds in mailling list, with no success. The last that I had tried is the following: In RT_Siteconfig I had added/changed: # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. Set($WebExternalAuth , undef); $LDAPExternalAuth = 1; # will enable LDAP-Auth # $LDAPInternalAuthRequired = 1; # will require internal password # $LDAPExternalAuto = 1; # will create accounts "on the fly" $LdapServer="ldapxxx.domain.com"; # LDAP server for authentication # $LdapCert= ""; # enables TLS, name is checked instead of the server name # $LdapCertDir= ""; # enables TLS, will check server name and certificate vs. CA chain from dir $LdapUser=""; # user name for binding $LdapPass=""; # password for binding $LdapBase="dc=domain,dc=com"; # search base $LdapUidAttr="uid"; # attribute for RT user name $LdapFilter="(objectclass=*)"; # additional filter #$LdapMap = { # mapping LDAP attributes to RT3 # 'RT user paramater' => 'LDAP entry', # 'Name' => $RT::LdapUidAttr, # 'EmailAddress' => 'mail', # 'RealName' => 'cn', # }; # If $WebFallbackToInternalAuth is undefined, the user is allowed a chance # of fallback to the login screen, even if REMOTE_USER failed. Set($WebFallbackToInternalAuth , undef); And I had created both cases with no success: /usr/local/rt3/lib/RT/User_Local.pm and /usr/local/rt3/local/lib/RT/User_Local.pm # MANIFEST: LDAP Overlay for RT3 # # $Id: RT::User_Local.pm,v 1.0 2004/12/21 zardoz Exp $ no warnings qw(redefine); # {{{ sub IsPassword # Modification Originally by Marcelo Bartsch # Update by Stewart James to support TLS sub IsPassword { my $self = shift; my $value = shift; #TODO there isn't any apparent way to legitimately ACL this # RT does not allow null passwords if ( ( !defined($value) ) or ( $value eq '' ) ) { $RT::Logger->debug("AUTH FAILED: " . $self->Name . " - no password submitted\n"); return (undef); } if ( $self->PrincipalObj->Disabled ) { $RT::Logger->info( "Disabled user " . $self->Name . " tried to log in" ); return (undef); } if ( ($self->__Value('Password') eq '') || ($self->__Value('Password') eq undef) ) { $RT::Logger->debug("AUTH FAILED: " . $self->Name . " - no password in database\n"); return(undef); } # generate an md5 password if ($self->_GeneratePassword($value) eq $self->__Value('Password')) { $RT::Logger->debug("AUTH OK: " . $self->Name . " - MD5 password\n"); return(1); } # if it's a historical password we say ok. ### \/ LDAP Overlay for RT3 \/ ### if (! $RT::LDAPExternalAuth) { if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) { $RT::Logger->debug("AUTH OK: " . $self->Name . " - crypt password\n"); return (1); } else { $RT::Logger->debug("AUTH FAILED: " . $self->Name . " - no password match\n"); return (undef); } } else { if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) { $RT::Logger->debug("AUTH OK: " . $self->Name . " - crypt password\n"); return (1); } # do not allow LDAP if there is a local password and # LDAPInternalAuthRequired is set unless ( $RT::LDAPInternalAuthRequired && ($self->__Value('Password') eq '*NO-PASSWORD*') ) { $RT::Logger->debug("AUTH FAILED: " . $self->Name . " - no password match\n"); return (undef); } $RT::Logger->info("Using External Authentication\n"); use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS); use Net::LDAP::Util qw (ldap_error_name); my $mesg; my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to LDAP'\n"), return 0; # Switch on TLS or bail out if ( (defined($RT::LdapCert) && $RT::LdapCert) || (defined($RT::LdapCertDir) && $RT::LdapCertDir) ) { if(defined($RT::LdapCertDir) && $RT::LdapCertDir) { my $cert_dir = $RT::LdapCertDir; my $cert_vrfy = "require"; } else { my $cert_dir = undef; my $cert_vrfy = "none"; } if($ldap->start_tls(verify => $cert_vrfy, capath => $cert_dir) && $ldap->certificate) { if( ( defined($RT::LdapCert) && $RT::LdapCert && $ldap->certificate->subject_name !~ /$RT::LdapCert/oi ) || ( $ldap->certificate->subject_name !~ /\bCN=$RT::LdapServer\b/oi ) ) { $RT::Logger->critical("GetExternalUserWithLDAP: Wrong Certificate: ", $ldap->certificate->subject_name, "\n"); return 0; } } else { if($cert_dir) { $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot verify TLS certificate\n"); } else { $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot switch to TLS\n"); } return 0; } } # I seem to have problems is I try and bind with a NULL username by hand # So this now checks to see if we are really going to bind with a # username. if (defined($RT::LdapUser) && $RT::LdapUser) { $mesg = $ldap->bind($RT::LdapUser, password =>$RT::LdapPass ); } else { $mesg = $ldap->bind; } if ($mesg->code != LDAP_SUCCESS) { $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:", $mesg->code, "\n"); return 0; } my $filter = "(&(&(objectclass=person)(" . $RT::LdapUidAttr . "=" . $self->Name ."))$RT::LdapFilter)"; $RT::Logger->debug("GetExternalUserWithLDAP: First search filter '$filter'\n"); $mesg = $ldap->search(base => $RT::LdapBase, filter => $filter, attrs => ['dn']); if (!(($mesg->code == LDAP_SUCCESS) or ($mesg->code == LDAP_PARTIAL_RESULTS))) { $RT::Logger->debug("GetExternalUserWithLDAP: Could not search for $filter: ", $mesg->code, "" , ldap_error_name($mesg->code) ,"\n"); return 0; } $RT::Logger->debug("GetExternalUserWithLDAP: First search produced ", $mesg->count, " results\n"); if (! $mesg->count) { $RT::Logger->debug("AUTH FAILED: " . $self->Name . " - LDAP failed\n"); return (undef); } # $RT::Logger->debug("LDAP DN: " . $mesg->first_entry->dn . " " . $value . "\n"); $RT::Logger->debug("LDAP DN: " . $mesg->first_entry->dn . "\n"); my $mesg2 = $ldap->bind($mesg->first_entry->dn, password =>$value ); if ($mesg2->code != LDAP_SUCCESS) { $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:", $mesg2->code, "\n"); return 0; } else { $RT::Logger->debug("AUTH OK: " . $self->Name . " - LDAP (" .$mesg->first_entry->dn . ")\n"); return 1; } } ### /\ LDAP Overlay for RT3 /\ ### # no password check has succeeded. get out $RT::Logger->debug("AUTH FAILED: " . $self->Name . " - all auth methods failed \n"); return (undef); } # }}} # {{{ LoadOrCreateByEmail sub LoadOrCreateByEmail { my $self = shift; my $email = shift; my ($val, $message); my ( $Address, $Name ) = RT::EmailParser::ParseAddressFromHeader('', $email); $email = $Address; $self->LoadByEmail($email); $message = $self->loc('User loaded'); ### \/ LDAP Overlay for RT3 \/ ### unless ($self->Id || ($email =~ /\@/)) { # that's not an email! $self->Load($email); $message = $self->loc('User loaded from uid'); } my %UserInfo; my $UserFoundInExternalDatabase; unless ($self->Id) { # Now, we might need to correlate the email address used with an # external stored identity - retrieve from LDAP ( $UserFoundInExternalDatabase, %UserInfo ) = RT::EmailParser::LookupExternalUserInfo( $email, undef, undef ); if ( $UserFoundInExternalDatabase && exists($UserInfo{'Name'}) && $UserInfo{'Name'} ) { $self->Load($UserInfo{'Name'}); $message = $self->loc('User loaded from LDAP'); $email = $UserInfo{'EmailAddress'} if(exists($UserInfo{'EmailAddress'}) && $UserInfo{'EmailAddress'}); $UserInfo{'Comments'} = 'Autocreated with LDAP Data when added as a watcher'; } else { $UserInfo{'Name'} = $email; $UserInfo{'EmailAddress'} = $email; $UserInfo{'RealName'} = $email; $UserInfo{'Comments'} = 'Autocreated when added as a watcher'; } $UserInfo{'Privileged'} = 0; $UserInfo{'Password'} = undef; } ### /\ LDAP Overlay for RT3 /\ ### unless ($self->Id) { ### \/ use Create(%UserInfo) for LDAP Overlay for RT3 \/ ### ( $val, $message ) = $self->Create(%UserInfo); unless ($val) { # Deal with the race condition of two account creations at once $self->LoadByEmail($email); unless ($self->Id) { sleep 5; $self->LoadByEmail($email); } if ($self->Id) { $RT::Logger->error("Recovered from creation failure due to race condition"); $message = $self->loc("User loaded"); } else { $RT::Logger->crit("Failed to create user ".$email .": " .$message); } } } if ($self->Id) { return($self->Id, $message); } else { return(0, $message); } } # }}} 1; At 15:32 31/01/2005, steve wrote: >Francisco Javier Mart?nez Martinez wrote: >>Hello folks. >>Could anyone post the procedure, file, ... to enable LDAP authentication >>against an external LDAP^server, with RT3 in linux. >>I know that is possible to authenticate users against an external LDAP >>server, I had been googling and searching in mail-lists, and I had found >>a lot of different references, too much references, but not very clear, >>and most of them refering to RT2, I wonder that it could be the same for >>RT3. This is the mainly reason of my request. >>Thanks in advance. >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>RT Administrator and Developer training is coming to your town soon! >>(Boston, San Francisco, Austin, Sydney) Contact >>training at bestpractical.com for details. >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >here is my RT_Siteconfig.pm and vbelow the lines from my httpd.conf which >does the actual authentication > > >#RNING: NEVER EDIT RT_Config.pm. Instead, copy any sections you want to >change to RT_SiteConfig.pm ># and edit them there. ># > >package RT; > >=head1 NAME > >RT::Config > >=for testing > >use RT::Config; > >=cut >$LDAPExternalAuth = 1; >$LdapServer="ldap......com"; >$LdapUser="cn=admin,o=...."; >$LdapPass="5equ0ia"; >$LdapBase=""; >$LdapUidAttr="uid"; >$LdapFilter="(objectclass=*)"; >$LdapTLS = 0; >$LdapGroup ="cn=NY-Everyone,ou=Groups,ou=NY,ou=TBWA,ou=NAM"; >$LdapGroupAttribute = 'member'; > ># {{{ Base Configuration > ># $rtname the string that RT will look for in mail messages to ># figure out what ticket a new piece of mail belongs to > ># Your domain name is recommended, so as not to pollute the namespace. ># once you start using a given tag, you should probably never change it. ># (otherwise, mail for existing tickets won't get put in the right place > >Set($rtname , "helpdesk......com"); > ># You should set this to your organization's DNS domain. For example, ># fsck.com or asylum.arkham.ma.us. It's used by the linking interface to ># guarantee that ticket URIs are unique and easy to construct. > >Set($Organization , "....com"); > ># $user_passwd_min defines the minimum length for user passwords. Setting >## it to 0 disables this check >Set($MinimumPasswordLength , "5"); > ># $Timezone is used to convert times entered by users into GMT and back again ># It should be set to a timezone recognized by your local unix box. >Set($Timezone , 'US/Eastern'); > ># }}} > ># }}} > ># {{{ Database Configuration > ># Database driver beeing used. Case matters ># Valid types are "mysql", "Oracle" and "Pg" > >Set($DatabaseType , 'mysql'); > ># The domain name of your database server ># If you're running mysql and it's on localhost, ># leave it blank for enhanced performance >Set($DatabaseHost , ''); >Set($DatabaseRTHost , ''); > ># The port that your database server is running on. Ignored unless it's ># a positive integer. It's usually safe to leave this blank >Set($DatabasePort , ''); > >#The name of the database user (inside the database) >Set($DatabaseUser , 'root'); > ># Password the DatabaseUser should use to access the database >Set($DatabasePassword , 'm4dne55'); > ># The name of the RT's database on your database server >Set($DatabaseName , 'rtnew'); > ># If you're using Postgres and have compiled in SSL support, ># set DatabaseRequireSSL to 1 to turn on SSL communication >Set($DatabaseRequireSSL , undef); > ># }}} > ># {{{ Incoming mail gateway configuration > ># OwnerEmail is the address of a human who manages RT. RT will send ># errors generated by the mail gateway to this address. This address ># should _not_ be an address that's managed by your RT instance. > >Set($OwnerEmail , 'root'); > ># If $LoopsToRTOwner is defined, RT will send mail that it believes ># might be a loop to $RT::OwnerEmail > >Set($LoopsToRTOwner , 1); > ># If $StoreLoopss is defined, RT will record messages that it believes ># to be part of mail loops. ># As it does this, it will try to be careful not to send mail to the ># sender of these messages > >Set($StoreLoops , undef); > ># $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored ># in the database. > ># For mysql and oracle, we set this size at 10 megabytes. ># If you're running a postgres version earlier than 7.1, you will need ># to drop this to 8192. (8k) > >Set($MaxAttachmentSize , 10000000); > ># $TruncateLongAttachments: if this is set to a non-undef value, ># RT will truncate attachments longer than MaxAttachmentLength. > >Set($TruncateLongAttachments , undef); > ># $DropLongAttachments: if this is set to a non-undef value, ># RT will silently drop attachments longer than MaxAttachmentLength. > >Set($DropLongAttachments , undef); > ># 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 , undef); > ># RTAddressRegexp is used to make sure RT doesn't add itself as a ticket CC if ># the setting above is enabled. > >Set($RTAddressRegexp , '^steve.rieger\@.....com$'); > ># RT provides functionality which allows the system to rewrite ># incoming email addresses. In its simplest form, ># you can substitute the value in CanonicalizeEmailAddressReplace ># for the value in CanonicalizeEmailAddressMatch ># (These values are passed to the CanonicalizeEmailAddress subroutine in >RT/User.pm) ># By default, that routine performs a s/$Match/$Replace/gi on any address >passed to it > >Set($CanonicalizeEmailAddressMatch , 'subdomain.....com$'); >Set($CanonicalizeEmailAddressReplace , '.....com'); > ># If $SenderMustExistInExternalDatabase is true, RT will refuse to ># create non-privileged accounts for unknown users if you are using ># the "LookupSenderInExternalDatabase" option. ># Instead, an error message will be mailed and RT will forward the ># message to $RTOwner. ># ># If you are not using $LookupSenderInExternalDatabase, this option ># has no effect. ># ># If you define an AutoRejectRequest template, RT will use this ># template for the rejection message. > >Set($SenderMustExistInExternalDatabase , undef); > ># }}} > ># {{{ Outgoing mail configuration > ># RT is designed such that any mail which already has a ticket-id associated ># with it will get to the right place automatically. > ># $CorrespondAddress and $CommentAddress are the default addresses ># that will be listed in From: and Reply-To: headers of correspondence ># and comment mail tracked by RT, unless overridden by a queue-specific ># address. > >Set($CorrespondAddress , 'tickets at ...com'); > >Set($CommentAddress , 'helpdesk-ny at ...com'); > >#Sendmail Configuration > ># $MailCommand defines which method RT will use to try to send mail ># We know that 'sendmailpipe' works fairly well. ># If 'sendmailpipe' doesn't work well for you, try 'sendmail' ># ># 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"); > ># By default, RT sets the outgoing mail's "From:" header to ># "SenderName via RT". Setting this option to 0 disables it. > >Set($UseFriendlyFromLine , 1); > ># sprintf() format of the friendly 'From:' header; its arguments ># are SenderName and SenderEmailAddress. >Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>"); > ># RT can optionally set a "Friendly" 'To:' header when sending messages to ># Ccs or AdminCcs (rather than having a blank 'To:' header. > ># This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL ># If you are using sendmail, rather than postfix, qmail, exim or some >other MTA, ># you _must_ disable this option. > >Set($UseFriendlyToLine , 0); > ># sprintf() format of the friendly 'From:' header; its arguments ># are WatcherType and TicketId. >Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); > ># By default RT doesn't notify the person who performs an update, as they ># already know what they've done. If you'd like to change this behaviour, ># Set $NotifyActor to 1 > >Set($NotifyActor, 1); > > ># }}} > ># {{{ Logging ># Logging. The default is to log anything except debugging ># information to syslog. Check the Log::Dispatch POD for ># information about how to get things by syslog, mail or anything ># else, get debugging info in the log, etc. > ># It might generally make ># sense to send error and higher by email to some administrator. ># If you do this, be careful that this email isn't sent to this RT instance. > ># the minimum level error that will be logged to the specific device. ># levels from lowest to highest: ># debug info notice warning error critical alert emergency > ># Mail loops will generate a critical log message. >#Set($LogToSyslog , 'debug'); >#Set($LogToScreen , 'info'); >Set($LogToFile , 'debug'); >Set($LogDir, '/usr/local/rt3/var/log'); >Set($LogToFileNamed , "rt.log"); #log to rt.log > ># On Solaris, set to ( socket => 'inet' ). Options here override any ># other options RT passes to Log::Dispatch::Syslog. Other interesting ># flags include facility and logopt. (See the Log::Dispatch::Syslog ># documentation for more information.) (Maybe ident too, if you have ># multiple RT installations.) >#socket => 'inet' >@LogToSyslogConf = () unless (@LogToSyslogConf); > ># }}} > ># {{{ Web interface configuration > ># Define the directory name to be used for images in rt web ># documents. > ># If you're putting the web ui somewhere other than at the root of ># your server ># $WebPath requires a leading / but no trailing / > >Set($WebPath , ""); > ># This is the Scheme, server and port for constructing urls to webrt ># $WebBaseURL doesn't need a trailing / > >Set($WebBaseURL , "http://........com"); > >Set($WebURL , $WebBaseURL . $WebPath . "/"); > ># $WebImagesURL points to the base URL where RT can find its images. > >Set($WebImagesURL , $WebURL . "NoAuth/images/"); > ># $RTLogoURL points to the URL of the RT logo displayed in the web UI > >Set($LogoURL , $WebImagesURL . "rt.jpg"); > ># For message boxes, set the entry box width and what type of wrapping ># to use. ># ># Default width: 72 >Set($MessageBoxWidth , 72); > ># Default wrapping: "HARD" (choices "SOFT", "HARD") >Set($MessageBoxWrap, "HARD"); > ># if TrustHTMLAttachments is not defined, we will display them ># as text. This prevents malicious HTML and javascript from being ># sent in a request (although there is probably more to it than that) >Set($TrustHTMLAttachments , undef); > ># If $WebExternalAuth is defined, RT will defer to the environment's ># REMOTE_USER variable. > >Set($WebExternalAuth , "true"); > ># If $WebFallbackToInternalAuth is undefined, the user is allowed a chance ># of fallback to the login screen, even if REMOTE_USER failed. > >Set($WebFallbackToInternalAuth , "true"); > ># $WebExternalGecos means to match 'gecos' field as the user identity); ># useful with mod_auth_pwcheck and IIS Integrated Windows logon. > >Set($WebExternalGecos , undef); > ># $WebExternalAuto will create users under the same name as REMOTE_USER ># upon login, if it's missing in the Users table. > >Set($WebExternalAuto , "true"); > ># $WebSessionClass is the class you wish to use for managing Sessions. ># It defaults to use your SQL database, but if you are using MySQL 3.x and ># plans to use non-ascii Queue names, uncomment and add this line to ># RT_SiteConfig.pm will prevent session corruption. > ># Set($WebSessionClass , 'Apache::Session::File'); > ># $MaxInlineBody is the maximum attachment size that we want to see ># inline when viewing a transaction. 13456 is a random sane-sounding ># default. > >Set($MaxInlineBody, 13456); > ># $MyTicketsLength is the length of the owned tickets table on the ># front page. For some people, the default of 10 isn't big enough ># to get a feel for how much work needs to be done before you get ># some time off. > >Set($MyTicketsLength, 10); > ># $MyRequestsLength is the length of the requested tickets table ># on the front page. > >Set($MyRequestsLength, 10); > ># @MasonParameters is the list of parameters for the constructor of ># HTML::Mason's Apache or CGI Handler. This is normally only useful ># for debugging, eg. profiling individual components with ># (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); > >@MasonParameters = () unless (@MasonParameters); > ># }}} > > ># {{{ RT UTF-8 Settings > ># An array that contains languages supported by RT's internationalization ># interface. Defaults to all *.po lexicons; set it to qw(en ja) will make ># RT bilingual instead of multilingual, but will save same memory. > >@LexiconLanguages = qw(*) unless (@LexiconLanguages); > ># An array that contains default encodings used to guess which charset ># an attachment uses if not specified. Must be recognized by ># Encode::Guess. > >@EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless >(@EmailInputEncodings); > ># The charset for localized email. Must be recognized by Encode. > >Set($EmailOutputEncoding , 'utf-8'); > ># }}} > ># {{{ RT Date Handling Options (for Time::ParseDate) > ># Set this to 1 if your local date convention looks like "dd/mm/yy" ># instead of "mm/dd/yy". > >Set($DateDayBeforeMonth , 1); > ># Should "Tuesday" default to meaning "Next Tuesday" or "Last Tuesday"? ># Set to 0 for "Next" or 1 for "Last". > >Set($AmbiguousDayInPast , 1); > ># }}} > >1; > > >httpd.conf > >ServerName helpdesk.....com > DocumentRoot /usr/local/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > AuthName "RT Web Users" > AuthType Basic > AuthLDAPAuthoritative off > AuthLDAPurl ldap://ldap.....com/?cn?sub > require valid-user > > ErrorLog /var/log/helpdesk-error.log > CustomLog /var/log/helpdesk-access.log common > CustomLog /var/log/helpdesk-combined.log combined > From victoria at rambler-co.ru Tue Feb 1 05:52:13 2005 From: victoria at rambler-co.ru (Kalinitcheva Victoria) Date: Tue, 1 Feb 2005 13:52:13 +0300 Subject: [rt-users] problem with accessing the webpage Message-ID: <291ABF6CBE162F45B006AFF7AB770B8805CA767A@office.rambler.stack.net> Ravin, Your MySQL server is started? For example: $ ps ax | fgrep mysqld 204 ?? S 13:38.79 /usr/local/libexec/mysqld --basedir=/usr/local --datadir=/var/db/mysql --user=mysql --pid-file=/var/db/mysql/mysqld.pid 170 con- IW 0:00.00 /bin/sh /usr/local/bin/mysqld_safe --user=mysql --datadir=/var/db/mysql --pid-file=/var/db/mysql/mysqld.pid Your MySQL socket exists? For example: $ ls -l /var/lib/mysql/mysql.sock srwxrwxrwx 1 mysql mysql 0 Jan 27 11:14 /var/lib/mysql/mysql.sock Look records in MySQL log. -- Yours faithfully, Victoria > -----Original Message----- > From: ravin.mathoora at virtualaccess.com > [mailto:ravin.mathoora at virtualaccess.com] > Sent: Tuesday, February 01, 2005 1:27 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] problem with accessing the webpage > > > Hi, i am having trouble with accessing the webpage: > > This is the error that I get in the rt-error.log: > Connect Failed Can't connect to local MySQL server through > socket '/var/lib/mysql/mysql.sock' (2)\n at > /opt/rt3/lib/RT.pm line 168\n > > When I look at the RT_SiteConfig.pm, below is displayed the > lines: 166 - 172 166 # and comment mail tracked by RT, unless > overridden by a queue-specific > 167 # address. > 168 > 169 Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); > 170 > 171 Set($CommentAddress , 'RT_CommentAddressNotSet'); > 172 > > This is what is written to the rt-access.log > 10.1.10.15 - - [01/Feb/2005:10:18:33 +0000] "GET /favicon.ico > HTTP/1.1" 500 610 10.1.10.15 - - [01/Feb/2005:10:18:33 +0000] > "GET / HTTP/1.1" 500 610 > > I am missing something small here, and I cannot seem to see > it, so any help would be appreciated. > > Many thanks > Ravin From ravin.mathoora at virtualaccess.com Tue Feb 1 07:02:24 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Tue, 1 Feb 2005 12:02:24 -0000 (GMT) Subject: [rt-users] rt-user password Message-ID: <32879.62.77.191.193.1107259344.squirrel@mail.virtualaccess.com> Hi, if anyone knows this off the top their heads: what is the default/initial password that the user 'rt_user' created with in the mysql database? Many Thanks Ravin From ravin.mathoora at virtualaccess.com Tue Feb 1 07:05:42 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Tue, 1 Feb 2005 12:05:42 -0000 (GMT) Subject: [rt-users] problem with accessing the webpage In-Reply-To: <32880.62.77.191.193.1107253597.squirrel@mail.virtualaccess.com> References: <32880.62.77.191.193.1107253597.squirrel@mail.virtualaccess.com> Message-ID: <32880.62.77.191.193.1107259542.squirrel@mail.virtualaccess.com> Found the error, if you are installing this on Fedora Core 3, FC3 comes with a package called SELinux. It is a package that locks down the OS and generates the following errors in the rt-error.log: onnect Failed Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line 168\n If you disable SELinux, this will solve the problem...you can disable SELinux by editing the /etc/sysconfig/SELinux file. It is self-explanatory. Good luck...as the irish say :-) Best Regards, Ravin > Hi, i am having trouble with accessing the webpage: > > This is the error that I get in the rt-error.log: > Connect Failed Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2)\n at /opt/rt3/lib/RT.pm line 168\n > > When I look at the RT_SiteConfig.pm, below is displayed the lines: 166 - > 172 > 166 # and comment mail tracked by RT, unless overridden by a > queue-specific > 167 # address. > 168 > 169 Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); > 170 > 171 Set($CommentAddress , 'RT_CommentAddressNotSet'); > 172 > > This is what is written to the rt-access.log > 10.1.10.15 - - [01/Feb/2005:10:18:33 +0000] "GET /favicon.ico HTTP/1.1" > 500 610 > 10.1.10.15 - - [01/Feb/2005:10:18:33 +0000] "GET / HTTP/1.1" 500 610 > > I am missing something small here, and I cannot seem to see it, so any > help would be appreciated. > > Many thanks > Ravin > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at acronis.com Tue Feb 1 07:10:11 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 01 Feb 2005 15:10:11 +0300 Subject: [rt-users] RT/Action/NotifyGroup.pm In-Reply-To: <20050131164251.38900.qmail@web26601.mail.ukl.yahoo.com> References: <20050131164251.38900.qmail@web26601.mail.ukl.yahoo.com> Message-ID: <41FF71A3.3010502@acronis.com> You should have some debug info in log. Oluwatomisin Ilori wrote: > Thanks Ruslan, but 'm still not getting any emails. This is the cronjob > I'm running based on the modifications i just made. I changed the users > to their ID's. > > 10 * * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL > --search-arg "Status !='resolved' AND Created='24 hours ago' AND > Queue='RadioFaults'" --action RT::Action::NotifyGroup --action-arg > 22;89;70;71 --template-id 13 > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Feb 1 07:27:56 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 01 Feb 2005 15:27:56 +0300 Subject: [rt-users] NotifyGroup on custom field value change In-Reply-To: <20050131163806.51301.qmail@web26607.mail.ukl.yahoo.com> References: <20050131163806.51301.qmail@web26607.mail.ukl.yahoo.com> Message-ID: <41FF75CC.80603@acronis.com> Oluwatomisin Ilori wrote: > Please I'm running rt 3.2.2 on redhat linux 8.0 with mod_perl 1 on > apache 1.3.3, perl 5.8.3 and mysql 4.1.9. Please i need to write a > custom action code that send's email to a particular group if the custom > field selected is "east". I was thinking I should be able to use > ruslan's module but I don't know how to go about this. Please, any help > would be greatly appreciated. Did you run rt-notify-group-admin script??? Did you read RT-Action-NotifyGroup docs??? http://search.cpan.org/src/RUZ/RT-Action-NotifyGroup-0.02/README > > if (($self->TransactionObj->Type eq "CustomField") and > ($self->TransactionObj->NewValue eq "East")) { > ****send email to groupA > return(1); > } else { > return(undef); > } Use this code as custom condition. > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From lmw94002 at hotmail.com Tue Feb 1 08:35:39 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Tue, 01 Feb 2005 08:35:39 -0500 Subject: [rt-users] RTFM: With Attachments In-Reply-To: <1107220988.13847.8.camel@rickm.local> Message-ID: I would also be interested... as this is probably the only "missing feature" that is keeping me from from rolling out RT / RTFM on a test environment to some of my users for evaluation. >From: Rick Measham >To: RT Users >Subject: [rt-users] RTFM: With Attachments >Date: Tue, 01 Feb 2005 12:23:08 +1100 >MIME-Version: 1.0 >Received: from diesel.bestpractical.com ([69.25.201.132]) by >mc2-f30.hotmail.com with Microsoft SMTPSVC(6.0.3790.211); Mon, 31 Jan 2005 >17:23:50 -0800 >Received: from localhost.localdomain (localhost.localdomain [127.0.0.1])by >diesel.bestpractical.com (Postfix) with ESMTP id 357B24D809B;Mon, 31 Jan >2005 20:28:17 -0500 (EST) >Received: from 3d3-server.3dcube.local (unknown [61.29.7.110])by >diesel.bestpractical.com (Postfix) with ESMTP id 830CE4D8071for >;Mon, 31 Jan 2005 20:28:09 -0500 (EST) >Received: from [192.168.1.102] ([192.168.1.102]) by >3d3-server.3dcube.localwith Microsoft SMTPSVC(5.0.2195.6713); Tue, 1 Feb >2005 12:17:25 +1100 >X-Message-Info: 6sSXyD95QpUsTlsvuKRvZPcybC2DPNkL1yZSF1LThFA= >X-Original-To: rt-users at lists.bestpractical.com >Delivered-To: rt-users at diesel.bestpractical.com >Organization: 3d3.com >X-Mailer: Ximian Evolution 1.4.6 (1.4.6-2) X-OriginalArrivalTime: 01 Feb >2005 01:17:25.0953 (UTC)FILETIME=[CA24EB10:01C507FB] >X-BeenThere: rt-users at lists.bestpractical.com >X-Mailman-Version: 2.1.5 >Precedence: list >List-Id: "For users of RT: Request Tracker" > >List-Unsubscribe: >, >List-Archive: >List-Post: >List-Help: >List-Subscribe: >, >Errors-To: rt-users-bounces at lists.bestpractical.com >Return-Path: rt-users-bounces at lists.bestpractical.com > >I figure the content of each RTFM article is just a MIME object like in >RT .. in that case, is there an existing patch/hack that will allow us >to add attachments to the tickets? > ><< signature.asc >> >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com >for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com From tomisilori at yahoo.co.uk Tue Feb 1 09:01:43 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Tue, 1 Feb 2005 14:01:43 +0000 (GMT) Subject: [rt-users] RT/Action/NotifyGroup.pm In-Reply-To: <41FF71A3.3010502@acronis.com> Message-ID: <20050201140143.22534.qmail@web26608.mail.ukl.yahoo.com> Thanks. This is what is in rt.log: [Tue Feb 1 02:54:36 2005] [error]: Couldn't load principal # (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:72) [Tue Feb 1 02:54:36 2005] [warning]: User #1 has no email address (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:98) [Tue Feb 1 02:54:36 2005] [crit]: Can't call method "CreatorObj" on an undefined value at /opt/rt3/local/lib/RT/Action/NotifyGroup.pm line 54. (/opt/rt3/lib/RT.pm:276) [Tue Feb 1 02:55:35 2005] [error]: Couldn't load principal # (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:72) [Tue Feb 1 02:55:35 2005] [warning]: User #1 has no email address (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:98) [Tue Feb 1 02:55:35 2005] [crit]: Can't call method "CreatorObj" on an undefined value at /opt/rt3/local/lib/RT/Action/NotifyGroup.pm line 54. (/opt/rt3/lib/RT.pm:276) --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Tue Feb 1 09:09:29 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Tue, 1 Feb 2005 14:09:29 +0000 (GMT) Subject: [rt-users] RT/Action/NotifyGroup.pm In-Reply-To: <41FF8C82.9000506@acronis.com> Message-ID: <20050201140929.21108.qmail@web26602.mail.ukl.yahoo.com> This is the cronjob I'm running 10 * * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status !='resolved' AND Created='24 hours ago' AND Queue='RadioFaults'" --action RT::Action::NotifyGroup --action-arg 22;89;70;71 --template-id 13 Thanks. This is what is in rt.log: [Tue Feb 1 02:54:36 2005] [error]: Couldn't load principal # (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:72) [Tue Feb 1 02:54:36 2005] [warning]: User #1 has no email address (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:98) [Tue Feb 1 02:54:36 2005] [crit]: Can't call method "CreatorObj" on an undefined value at /opt/rt3/local/lib/RT/Action/NotifyGroup.pm line 54. (/opt/rt3/lib/RT.pm:276) [Tue Feb 1 02:55:35 2005] [error]: Couldn't load principal # (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:72) [Tue Feb 1 02:55:35 2005] [warning]: User #1 has no email address (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:98) [Tue Feb 1 02:55:35 2005] [crit]: Can't call method "CreatorObj" on an undefined value at /opt/rt3/local/lib/RT/Action/NotifyGroup.pm line 54. (/opt/rt3/lib/RT.pm:276) > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Feb 1 10:10:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 1 Feb 2005 10:10:52 -0500 Subject: [rt-users] [Rt-announce] RT 3.4.0 now available Message-ID: <20050201151052.GT337@bestpractical.com> It gives me great pleasure to announce the immediate availability of RT 3.4.0. This release features a completely redesigned custom fields system, as well as significant performance, scalability, testing and development tool improvements. Additionally, we've made a number of small improvements to RT's user interface in advance of a full redesign using cascading style sheets that's expected for the next release. In addition to per-ticket custom fields, RT now supports per-transaction, per user and per-group custom fields. We've added new "full text", "file upload" and "image upload" custom field types to the existing "select from list" and "freeform" custom fields. . On top of that, you can now apply custom fields to a set of queues (rather than just one-or-all, like RT 3.2). For developers, we've done a significant amount of work cleaning up and restructuring RT's codebase. We've added about 400 new tests to RT's codebase and made it much easier to add new tests and run the regression test suite. We've also added a new "developer mode" to RT, which allows you to modify RT's libraries on the fly and have the webserver pick them up instantly. Oh. and we made RT faster. While we're constantly working to make RT faster and easier to use, this release represents a fairly big improvement. On our own systems, RT 3.4 is 20-50% faster than RT 3.2. Please download RT 3.4.0 from: http://www.bestpractical.com/rt/download.html SHA1 sums: e671f75e1f4334f6f405acef7a4671fe868d7683 rt-3.4.0.tar.gz 156423187ca662c634c9e56f2a395689031a245c rt-3.4.0.tar.gz.sig We appreciate any and all feedback. Please report bugs to rt-users at lists.bestpractical.com if you're already subscribed there or to rt-bugs at fsck.com if not. Best, Jesse Vincent Best Practical -- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From tomisilori at yahoo.co.uk Tue Feb 1 10:10:51 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Tue, 1 Feb 2005 15:10:51 +0000 (GMT) Subject: [rt-users] NotifyGroup on custom field value change In-Reply-To: <41FF75CC.80603@acronis.com> Message-ID: <20050201151052.18388.qmail@web26609.mail.ukl.yahoo.com> Yes, I just saw the rt-notify-group-admin script in sbin folder but can I run it from rt-crontool ? thanks. "Ruslan U. Zakirov" wrote: Oluwatomisin Ilori wrote: > Please I'm running rt 3.2.2 on redhat linux 8.0 with mod_perl 1 on > apache 1.3.3, perl 5.8.3 and mysql 4.1.9. Please i need to write a > custom action code that send's email to a particular group if the custom > field selected is "east". I was thinking I should be able to use > ruslan's module but I don't know how to go about this. Please, any help > would be greatly appreciated. Did you run rt-notify-group-admin script??? Did you read RT-Action-NotifyGroup docs??? http://search.cpan.org/src/RUZ/RT-Action-NotifyGroup-0.02/README > > if (($self->TransactionObj->Type eq "CustomField") and > ($self->TransactionObj->NewValue eq "East")) { > ****send email to groupA > return(1); > } else { > return(undef); > } Use this code as custom condition. > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue Feb 1 11:17:15 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 01 Feb 2005 11:17:15 -0500 Subject: [rt-users] Add someone as an adminCc On Queue change, but only if it is a specific queue In-Reply-To: <41FEAF3E.1010607@uclink.berkeley.edu> References: <097013530AD6F24F8D21F7CABCB26A252D7F94@MAILSRV1.aquarius.cpqd.com.br> <097013530AD6F24F8D21F7CABCB26A252D7F94@MAILSRV1.aquarius.cpqd.com.br> Message-ID: <5.2.1.1.2.20050201111255.01eaeea0@po14.mit.edu> At Monday 1/31/2005 05:20 PM, Mike Patterson wrote: >I want to add someone as an AdminCc when a ticket is moved from a specific >queue to another specific queue. >I don't want to make that person a watcher for the whole queue (I only >want them to be an AdminCc for tickets that get moved in from one queue to >another). >For example if a ticket moves from our "web" queue (#5) to our "systems" >queue (#10) I want "myuser at myuniversity.edu" to become an AdminCc for that >ticket. > >I looked at the wiki, in particular: >http://wiki.bestpractical.com/index.cgi?AddAdminCc > >What I have mostly works, I just need to somehow change my if condition >from $queue == 10 to $previousqueue == 5. >I'm not sure how to I would go about getting the "$previousqueue" variable. Mike, I just happen to have done something similar this week - here's what I have in a user-defined condition for the scrip. The scrip is attached to the queue you are transferring TO. # On queue change from : # NOTE - queue id 5 is hard coded. This is the queue we are transferring FROM. if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Queue" && $self->TransactionObj->OldValue eq "5" ) { return 1; } else { return 0; } Steve From jalgermissen at topicmapping.com Tue Feb 1 11:21:15 2005 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Tue, 01 Feb 2005 17:21:15 +0100 Subject: [rt-users] Setting access rights for a single ticket? Message-ID: <41FFAC7B.2090002@topicmapping.com> Hi, is there a possibility to explcitly set access rights for a single ticket (e.g. in order to hide it from members of a certain group that would normally be able to see it). Did anyone have this problem before and can give me a hint how to customize RT to do this? Many thanks in advance. Jan -- Jan Algermissen Consultant & Programmer http://jalgermissen.com From sturner at MIT.EDU Tue Feb 1 11:30:06 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 01 Feb 2005 11:30:06 -0500 Subject: [rt-users] Setting access rights for a single ticket? In-Reply-To: <41FFAC7B.2090002@topicmapping.com> Message-ID: <5.2.1.1.2.20050201112750.01ebc010@po14.mit.edu> At Tuesday 2/1/2005 11:21 AM, Jan Algermissen wrote: >Hi, > >is there a possibility to explcitly set access rights for a single ticket >(e.g. in order to hide it from >members of a certain group that would normally be able to see it). > >Did anyone have this problem before and can give me a hint how to >customize RT to do this? Jan, You can't do this, as far as I know - you'll probably have to set up a separate queue for this. Steve From yoavd at qballtech.net Tue Feb 1 11:39:52 2005 From: yoavd at qballtech.net (Yoav Daniely) Date: Tue, 1 Feb 2005 18:39:52 +0200 Subject: [rt-users] IT inventory tool integration. Message-ID: <20050201164004.CAB361276CE@hawk.qballtech.com> Greetings RT Users, I would like to add an IT inventory capabilities to RT. Has anyone tried/know of any working integrative solution ? Such a solution should have the ability to show a user's inventory (hardware, software, licenses , warranty and so) from within a ticket/User details. I believe many people could benefit from such a solution. Regards, Yoav -------------- next part -------------- An HTML attachment was scrubbed... URL: From m3freak at rogers.com Tue Feb 1 11:48:57 2005 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Tue, 01 Feb 2005 11:48:57 -0500 Subject: [rt-users] SElinux and RT Message-ID: <1107276537.4928.25.camel@localhost.localdomain> Hello everyone, Is anyone using RT in a SElinux enabled distro (e.g. FC3)? I would like to know if anyone has RT running properly in such an environment and what he/she had to do to get it running. Thanks in advance. Regards, Ranbir -- Kanwar Ranbir Sandhu Linux Consultant Systems Aligned Inc. www.systemsaligned.com From murphy at genome.chop.edu Tue Feb 1 11:55:23 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 1 Feb 2005 11:55:23 -0500 Subject: [rt-users] mod_perl 'make test' failing Message-ID: <3d90384026f8f3a28f96c61bad0694b4@genome.chop.edu> When building mod_perl 1.29 according to Ruslan's instructions at http://wiki.bestpractical.com/index.cgi?ManualApache, the 'make test' step is failing. I'm not sure what to make of the errors, and I thought I'd ask about it before digging in. Note: a couple days ago I upgraded Perl from 5.8.3 to 5.8.6, and I am in the process of upgrading Apache to 1.3.33, all happening on Mac OS X 10.3. (Before upgrading Perl, I took a bundle snapshot, and afterwards I installed that bundle.) Also note: I followed Ruslan's directions except for my Apache configure command, which was: ./configure \ "--with-layout=Apache" \ "--enable-module=so" \ "--activate-module=src/modules/perl/libperl.a" \ "--disable-rule=EXPAT" \ "--disable-shared=perl" \ "--without-execstrip" \ "--enable-module=proxy" \ "--disable-shared=proxy" \ "--enable-module=rewrite" The output of 'make test' follows, and below that is the contents of t/logs/error_log. Thanks, Kevin Murphy $ make test [*** bunch of skipped copy commands, and builds of Apache::Leak and Apache::Symbol stuff ***] .../apache_1.3.33/src/httpd -f `pwd`/t/conf/httpd.conf -X -d `pwd`/t & httpd listening on port 8529 will write error_log to: t/logs/error_log letting apache warm up...\c done /usr/local/bin/perl t/TEST 0 modules/actions.......ok modules/cgi...........ok modules/constants.....ok modules/cookie........FAILED before any test output arrived modules/file..........FAILED before any test output arrived modules/httpdconf.....ok modules/include.......FAILED before any test output arrived modules/log...........FAILED before any test output arrived modules/module........skipped all skipped: no reason given modules/perlrun.......Useless content call in void context at ../blib/lib/Apache/testold.pm line 252 FAILED before any test output arrived modules/psections.....skipped all skipped: no reason given modules/request.......Use of uninitialized value in numeric eq (==) at modules/request.t line 147. Use of uninitialized value in concatenation (.) or string at modules/request.t line 147. Use of uninitialized value in numeric eq (==) at modules/request.t line 149. Use of uninitialized value in numeric eq (==) at modules/request.t line 147. Use of uninitialized value in concatenation (.) or string at modules/request.t line 147. Use of uninitialized value in numeric eq (==) at modules/request.t line 149. Use of uninitialized value in numeric eq (==) at modules/request.t line 147. Use of uninitialized value in concatenation (.) or string at modules/request.t line 147. Use of uninitialized value in numeric eq (==) at modules/request.t line 149. Use of uninitialized value in numeric eq (==) at modules/request.t line 147. Use of uninitialized value in concatenation (.) or string at modules/request.t line 147. Use of uninitialized value in numeric eq (==) at modules/request.t line 149. modules/request.......FAILED tests 1-10 Failed 10/10 tests, 0.00% okay modules/src...........ok modules/ssi...........skipped all skipped: no reason given modules/stage.........skipped all skipped: no reason given modules/status........fetch /perl/perl-status failed! modules/status........dubious Test returned status 22 (wstat 5632, 0x1600) DIED. FAILED tests 1-7 Failed 7/7 tests, 0.00% okay modules/symbol........skipped all skipped: no reason given modules/uri...........FAILED before any test output arrived modules/util..........FAILED before any test output arrived internal/api..........FAILED before any test output arrived internal/auth.........FAILED test 1 Failed 1/2 tests, 50.00% okay internal/croak........FAILED tests 1, 3-4, 6-7, 9-10, 12 Failed 8/12 tests, 33.33% okay internal/dirmagic.....FAILED before any test output arrived internal/error........ok internal/headers......Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." isn't numeric in numeric eq (==) at internal/headers.t line 29. Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." isn't numeric in numeric eq (==) at internal/headers.t line 29. Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." isn't numeric in numeric eq (==) at internal/headers.t line 29. Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." isn't numeric in numeric eq (==) at internal/headers.t line 29. Use of uninitialized value in string eq at internal/headers.t line 42. Use of uninitialized value in string eq at internal/headers.t line 48. Use of uninitialized value in string eq at internal/headers.t line 54. internal/headers......FAILED tests 1-11 Failed 11/13 tests, 15.38% okay internal/hooks........500 (Internal Server Error) Can't connect to localhost:8529 (connect: Invalid argument) Content-Type: text/plain Client-Date: Tue, 01 Feb 2005 16:06:19 GMT Client-Warning: Internal response 500 Can't connect to localhost:8529 (connect: Invalid argument) internal/hooks........dubious Test returned status 22 (wstat 5632, 0x1600) internal/http-get.....Internal Server Error internal/http-get.....dubious Test returned status 22 (wstat 5632, 0x1600) DIED. FAILED tests 1-16 Failed 16/16 tests, 0.00% okay internal/http-post....Internal Server Error internal/http-post....dubious Test returned status 22 (wstat 5632, 0x1600) DIED. FAILED tests 1-7 Failed 7/7 tests, 0.00% okay internal/proxy........ok internal/redirect.....FAILED tests 1-4, 6 Failed 5/6 tests, 16.67% okay internal/rwrite.......FAILED tests 1-2 Failed 2/2 tests, 0.00% okay internal/stacked......can't open http://localhost:8529//perl/stacked internal/stacked......dubious Test returned status 22 (wstat 5632, 0x1600) internal/table........FAILED before any test output arrived internal/taint........Internal Server Error internal/taint........dubious Test returned status 22 (wstat 5632, 0x1600) DIED. FAILED tests 1-3 Failed 3/3 tests, 0.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------------------------------------------------------------------------ ---------- internal/api.t ?? ?? % ?? internal/auth.t 2 1 50.00% 1 internal/croak.t 12 8 66.67% 1 3-4 6-7 9-10 12 internal/dirmagic.t ?? ?? % ?? internal/headers.t 13 11 84.62% 1-11 internal/hooks.t 22 5632 ?? ?? % ?? internal/http-get.t 22 5632 16 32 200.00% 1-16 internal/http-post.t 22 5632 7 14 200.00% 1-7 internal/redirect.t 6 5 83.33% 1-4 6 internal/rwrite.t 2 2 100.00% 1-2 internal/stacked.t 22 5632 ?? ?? % ?? internal/table.t ?? ?? % ?? internal/taint.t 22 5632 3 6 200.00% 1-3 modules/cookie.t ?? ?? % ?? modules/file.t ?? ?? % ?? modules/include.t ?? ?? % ?? modules/log.t ?? ?? % ?? modules/perlrun.t ?? ?? % ?? modules/request.t 10 10 100.00% 1-10 modules/status.t 22 5632 7 14 200.00% 1-7 modules/uri.t ?? ?? % ?? modules/util.t ?? ?? % ?? 5 tests skipped. sh: kill: (11834) - No such process httpd terminated Failed 22/34 test scripts, 35.29% okay. 70/176 subtests failed, 60.23% okay. make: *** [run_tests] Error 1 $ ### t/logs/error_log shows: [notice] Destruction->DESTROY called for $global_object Subroutine fileparse_set_fstype redefined at /usr/local/lib/perl5/5.8.6/File/Basename.pm line 157. Subroutine fileparse redefined at /usr/local/lib/perl5/5.8.6/File/Basename.pm line 171. Subroutine basename redefined at /usr/local/lib/perl5/5.8.6/File/Basename.pm line 238. Subroutine dirname redefined at /usr/local/lib/perl5/5.8.6/File/Basename.pm line 251. Subroutine import redefined at /usr/local/lib/perl5/5.8.6/darwin/IO.pm line 13. Constant subroutine CGI::XHTML_DTD redefined at /usr/local/lib/perl5/5.8.6/constant.pm line 108. [Tue Feb 1 11:06:10 2005] [warn] [notice] child_init for process 11834, report any problems to [no address given]\n dyld: ../apache_1.3.33/src/httpd multiple definitions of symbol _ApacheRequest___parse /usr/local/lib/perl5/site_perl/5.8.6/darwin/auto/Apache/Request/ Request.bundle definition of _ApacheRequest___parse /usr/local/lib/perl5/site_perl/5.8.6/darwin/auto/Apache/Cookie/ Cookie.bundle definition of _ApacheRequest___parse From aking at gblx.net Tue Feb 1 11:41:39 2005 From: aking at gblx.net (Aubrey King) Date: Tue, 1 Feb 2005 11:41:39 -0500 (EST) Subject: [rt-users] mod_perl 'make test' failing In-Reply-To: <3d90384026f8f3a28f96c61bad0694b4@genome.chop.edu> References: <3d90384026f8f3a28f96c61bad0694b4@genome.chop.edu> Message-ID: If perl is configured to use CPAN, you should be able to run a 'make fixdeps' from in the rt source dir and cpan will straighten everything out for you. Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator On Tue, 1 Feb 2005, Kevin Murphy wrote: > When building mod_perl 1.29 according to Ruslan's instructions at > http://wiki.bestpractical.com/index.cgi?ManualApache, the 'make test' step is > failing. I'm not sure what to make of the errors, and I thought I'd ask > about it before digging in. > > Note: a couple days ago I upgraded Perl from 5.8.3 to 5.8.6, and I am in the > process of upgrading Apache to 1.3.33, all happening on Mac OS X 10.3. > (Before upgrading Perl, I took a bundle snapshot, and afterwards I installed > that bundle.) > > Also note: I followed Ruslan's directions except for my Apache configure > command, which was: > > ./configure \ > "--with-layout=Apache" \ > "--enable-module=so" \ > "--activate-module=src/modules/perl/libperl.a" \ > "--disable-rule=EXPAT" \ > "--disable-shared=perl" \ > "--without-execstrip" \ > "--enable-module=proxy" \ > "--disable-shared=proxy" \ > "--enable-module=rewrite" > > The output of 'make test' follows, and below that is the contents of > t/logs/error_log. > > Thanks, > Kevin Murphy > > $ make test > [*** bunch of skipped copy commands, and builds of Apache::Leak and > Apache::Symbol stuff ***] > .../apache_1.3.33/src/httpd -f `pwd`/t/conf/httpd.conf -X -d `pwd`/t & > httpd listening on port 8529 > will write error_log to: t/logs/error_log > letting apache warm up...\c > done > /usr/local/bin/perl t/TEST 0 > modules/actions.......ok > modules/cgi...........ok > modules/constants.....ok > modules/cookie........FAILED before any test output arrived > modules/file..........FAILED before any test output arrived > modules/httpdconf.....ok > modules/include.......FAILED before any test output arrived > modules/log...........FAILED before any test output arrived > modules/module........skipped > all skipped: no reason given > modules/perlrun.......Useless content call in void context at > ../blib/lib/Apache/testold.pm line 252 > FAILED before any test output arrived > modules/psections.....skipped > all skipped: no reason given > modules/request.......Use of uninitialized value in numeric eq (==) at > modules/request.t line 147. > Use of uninitialized value in concatenation (.) or string at > modules/request.t line 147. > Use of uninitialized value in numeric eq (==) at modules/request.t line 149. > Use of uninitialized value in numeric eq (==) at modules/request.t line 147. > Use of uninitialized value in concatenation (.) or string at > modules/request.t line 147. > Use of uninitialized value in numeric eq (==) at modules/request.t line 149. > Use of uninitialized value in numeric eq (==) at modules/request.t line 147. > Use of uninitialized value in concatenation (.) or string at > modules/request.t line 147. > Use of uninitialized value in numeric eq (==) at modules/request.t line 149. > Use of uninitialized value in numeric eq (==) at modules/request.t line 147. > Use of uninitialized value in concatenation (.) or string at > modules/request.t line 147. > Use of uninitialized value in numeric eq (==) at modules/request.t line 149. > modules/request.......FAILED tests 1-10 > Failed 10/10 tests, 0.00% okay > modules/src...........ok > modules/ssi...........skipped > all skipped: no reason given > modules/stage.........skipped > all skipped: no reason given > modules/status........fetch /perl/perl-status failed! > modules/status........dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 1-7 > Failed 7/7 tests, 0.00% okay > modules/symbol........skipped > all skipped: no reason given > modules/uri...........FAILED before any test output arrived > modules/util..........FAILED before any test output arrived > internal/api..........FAILED before any test output arrived > internal/auth.........FAILED test 1 > Failed 1/2 tests, 50.00% okay > internal/croak........FAILED tests 1, 3-4, 6-7, 9-10, 12 > Failed 8/12 tests, 33.33% okay > internal/dirmagic.....FAILED before any test output arrived > internal/error........ok > internal/headers......Argument "500 Can't connect to localhost:8529 (connect: > Invalid ar..." isn't numeric in numeric eq (==) at internal/headers.t line > 29. > Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." isn't > numeric in numeric eq (==) at internal/headers.t line 29. > Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." isn't > numeric in numeric eq (==) at internal/headers.t line 29. > Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." isn't > numeric in numeric eq (==) at internal/headers.t line 29. > Use of uninitialized value in string eq at internal/headers.t line 42. > Use of uninitialized value in string eq at internal/headers.t line 48. > Use of uninitialized value in string eq at internal/headers.t line 54. > internal/headers......FAILED tests 1-11 > Failed 11/13 tests, 15.38% okay > internal/hooks........500 (Internal Server Error) Can't connect to > localhost:8529 (connect: Invalid argument) > Content-Type: text/plain > Client-Date: Tue, 01 Feb 2005 16:06:19 GMT > Client-Warning: Internal response > > 500 Can't connect to localhost:8529 (connect: Invalid argument) > > internal/hooks........dubious > Test returned status 22 (wstat 5632, 0x1600) > internal/http-get.....Internal Server Error > internal/http-get.....dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 1-16 > Failed 16/16 tests, 0.00% okay > internal/http-post....Internal Server Error > internal/http-post....dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 1-7 > Failed 7/7 tests, 0.00% okay > internal/proxy........ok > internal/redirect.....FAILED tests 1-4, 6 > Failed 5/6 tests, 16.67% okay > internal/rwrite.......FAILED tests 1-2 > Failed 2/2 tests, 0.00% okay > internal/stacked......can't open http://localhost:8529//perl/stacked > internal/stacked......dubious > Test returned status 22 (wstat 5632, 0x1600) > internal/table........FAILED before any test output arrived > internal/taint........Internal Server Error > internal/taint........dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 1-3 > Failed 3/3 tests, 0.00% okay > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ > ------------------------------------------------------------------------ > ---------- > internal/api.t ?? ?? % ?? > internal/auth.t 2 1 50.00% 1 > internal/croak.t 12 8 66.67% 1 3-4 6-7 9-10 12 > internal/dirmagic.t ?? ?? % ?? > internal/headers.t 13 11 84.62% 1-11 > internal/hooks.t 22 5632 ?? ?? % ?? > internal/http-get.t 22 5632 16 32 200.00% 1-16 > internal/http-post.t 22 5632 7 14 200.00% 1-7 > internal/redirect.t 6 5 83.33% 1-4 6 > internal/rwrite.t 2 2 100.00% 1-2 > internal/stacked.t 22 5632 ?? ?? % ?? > internal/table.t ?? ?? % ?? > internal/taint.t 22 5632 3 6 200.00% 1-3 > modules/cookie.t ?? ?? % ?? > modules/file.t ?? ?? % ?? > modules/include.t ?? ?? % ?? > modules/log.t ?? ?? % ?? > modules/perlrun.t ?? ?? % ?? > modules/request.t 10 10 100.00% 1-10 > modules/status.t 22 5632 7 14 200.00% 1-7 > modules/uri.t ?? ?? % ?? > modules/util.t ?? ?? % ?? > 5 tests skipped. > sh: kill: (11834) - No such process > httpd terminated > Failed 22/34 test scripts, 35.29% okay. 70/176 subtests failed, 60.23% okay. > make: *** [run_tests] Error 1 > $ > > ### > > t/logs/error_log shows: > > [notice] Destruction->DESTROY called for $global_object > Subroutine fileparse_set_fstype redefined at > /usr/local/lib/perl5/5.8.6/File/Basename.pm line 157. > Subroutine fileparse redefined at /usr/local/lib/perl5/5.8.6/File/Basename.pm > line 171. > Subroutine basename redefined at /usr/local/lib/perl5/5.8.6/File/Basename.pm > line 238. > Subroutine dirname redefined at /usr/local/lib/perl5/5.8.6/File/Basename.pm > line 251. > Subroutine import redefined at /usr/local/lib/perl5/5.8.6/darwin/IO.pm line > 13. > Constant subroutine CGI::XHTML_DTD redefined at > /usr/local/lib/perl5/5.8.6/constant.pm line 108. > [Tue Feb 1 11:06:10 2005] [warn] [notice] child_init for process 11834, > report any problems to [no address given]\n > dyld: ../apache_1.3.33/src/httpd multiple definitions of symbol > _ApacheRequest___parse > /usr/local/lib/perl5/site_perl/5.8.6/darwin/auto/Apache/Request/ > Request.bundle definition of _ApacheRequest___parse > /usr/local/lib/perl5/site_perl/5.8.6/darwin/auto/Apache/Cookie/Cookie.bundle > definition of _ApacheRequest___parse > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From wash at wananchi.com Tue Feb 1 12:00:21 2005 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 1 Feb 2005 20:00:21 +0300 Subject: [rt-users] IT inventory tool integration. In-Reply-To: <20050201164004.CAB361276CE@hawk.qballtech.com> References: <20050201164004.CAB361276CE@hawk.qballtech.com> Message-ID: <20050201170021.GC40275@ns2.wananchi.com> * Yoav Daniely [20050201 19:41]: wrote: > Greetings RT Users, > > I would like to add an IT inventory capabilities to RT. > Has anyone tried/know of any working integrative solution ? > Such a solution should have the ability to show a user's inventory > (hardware, software, licenses , warranty and so) from within a ticket/User > details. > > I believe many people could benefit from such a solution. http://atwiki.chaka.net/ cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash _at_ wananchi _ dot _ com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From mikep at uclink.berkeley.edu Tue Feb 1 12:07:43 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 01 Feb 2005 09:07:43 -0800 Subject: [rt-users] Add someone as an adminCc On Queue change, but only if it is a specific queue In-Reply-To: <5.2.1.1.2.20050201111255.01eaeea0@po14.mit.edu> References: <097013530AD6F24F8D21F7CABCB26A252D7F94@MAILSRV1.aquarius.cpqd.com.br> <097013530AD6F24F8D21F7CABCB26A252D7F94@MAILSRV1.aquarius.cpqd.com.br> <5.2.1.1.2.20050201111255.01eaeea0@po14.mit.edu> Message-ID: <41FFB75F.3090403@uclink.berkeley.edu> Stephen, That did it. Thanks :-) I updated the wiki with this additional option: http://wiki.bestpractical.com/index.cgi?AddAdminCc If a ticket moves from our "web" queue (#5) to our "systems" queue (#10) I want "myuser at myuniversity.edu" to become an AdminCc for that ticket. I create this scrip on the queue I'm moving the ticket into. --------------------------------- Description: AddAdminCCIfFromWeb Condition: On Queue Change Action: User defined Template: Global template: blank Stage: TransactionCreate Custom Condition: Custom action preparation code: return 1; Custom action cleanup code: my $admincclist = $self->TicketObj->AdminCc; my $user = RT::User->new($RT::SystemUser); if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Queue" && $self->TransactionObj->OldValue eq "5" ) { $user->LoadByEmail('myuser at myuniversity.edu'); $admincclist->AddMember($user->Id); } else { return 0; } --------------------------------- From ravin.mathoora at virtualaccess.com Tue Feb 1 12:08:21 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Tue, 1 Feb 2005 17:08:21 -0000 (GMT) Subject: [rt-users] SElinux and RT In-Reply-To: <1107276537.4928.25.camel@localhost.localdomain> References: <1107276537.4928.25.camel@localhost.localdomain> Message-ID: <33100.62.77.191.193.1107277701.squirrel@mail.virtualaccess.com> Hi Kabir, I just got it working this afternoon on Fedora Core 3. If you have SELinux enabled, you need to disable it. You can do this by editing /etc/sysconfig/selinux Once you have done that, try logging onto the webpage again. You should get errors listed at the bottom of the file in /etc/http/logs/rt-error.log Send me the errors as you go along and I will try and help you. Best Regards, Ravin > Hello everyone, > > Is anyone using RT in a SElinux enabled distro (e.g. FC3)? I would like > to know if anyone has RT running properly in such an environment and > what he/she had to do to get it running. > > Thanks in advance. > > Regards, > > Ranbir > -- > Kanwar Ranbir Sandhu > Linux Consultant > Systems Aligned Inc. > www.systemsaligned.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From murphy at genome.chop.edu Tue Feb 1 12:13:14 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 1 Feb 2005 12:13:14 -0500 Subject: [rt-users] mod_perl 'make test' failing In-Reply-To: References: <3d90384026f8f3a28f96c61bad0694b4@genome.chop.edu> Message-ID: <87c00d26e7afd756ccbbc8240beb5da3@genome.chop.edu> On Feb 1, 2005, at 11:41 AM, Aubrey King wrote: > If perl is configured to use CPAN, you should be able to run a 'make > fixdeps' from in the rt source dir and cpan will straighten everything > out for you. Thanks for the suggestion, but it doesn't seem apropos here. In the RT installation procedure, my problem occurs prior to what you're talking about. Mine isn't an RT issue, but since Ruslan hangs out here, and other RT users might run into the same issue, I thought it was worth posting on this list. Kevin Murphy From Ruslan.Zakirov at acronis.com Tue Feb 1 12:19:20 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 01 Feb 2005 20:19:20 +0300 Subject: [rt-users] mod_perl 'make test' failing In-Reply-To: <3d90384026f8f3a28f96c61bad0694b4@genome.chop.edu> References: <3d90384026f8f3a28f96c61bad0694b4@genome.chop.edu> Message-ID: <41FFBA18.6000901@acronis.com> Is your new perl in same location as old one? Did you overwrite old perl exec binary file with new one? If you run `perl -V` is it new one? My perl is allways is /usr/bin/perl so I didn't test build process with two different perls in different locations. I saw next: [apache_1.3.31]$ ./configure --help | grep -i perl --with-perl=FILE path to the optional Perl interpreter and also when you run 'perl Makefile.PL' you should use that perl exec file that you want to build against. So if you have new perl in '/usr/local/bin/perl' then try to add '--with-perl=/usr/local/bin/perl' to apache configure args and run `/usr/local/bin/perl Makefile.PL` in mod_perl dir. Best regards. Ruslan. Kevin Murphy wrote: > When building mod_perl 1.29 according to Ruslan's instructions at > http://wiki.bestpractical.com/index.cgi?ManualApache, the 'make test' > step is failing. I'm not sure what to make of the errors, and I > thought I'd ask about it before digging in. > > Note: a couple days ago I upgraded Perl from 5.8.3 to 5.8.6, and I am > in the process of upgrading Apache to 1.3.33, all happening on Mac OS X > 10.3. (Before upgrading Perl, I took a bundle snapshot, and afterwards > I installed that bundle.) > > Also note: I followed Ruslan's directions except for my Apache > configure command, which was: > > ./configure \ > "--with-layout=Apache" \ > "--enable-module=so" \ > "--activate-module=src/modules/perl/libperl.a" \ > "--disable-rule=EXPAT" \ > "--disable-shared=perl" \ > "--without-execstrip" \ > "--enable-module=proxy" \ > "--disable-shared=proxy" \ > "--enable-module=rewrite" > > The output of 'make test' follows, and below that is the contents of > t/logs/error_log. > > Thanks, > Kevin Murphy > > $ make test > [*** bunch of skipped copy commands, and builds of Apache::Leak and > Apache::Symbol stuff ***] > .../apache_1.3.33/src/httpd -f `pwd`/t/conf/httpd.conf -X -d `pwd`/t & > httpd listening on port 8529 > will write error_log to: t/logs/error_log > letting apache warm up...\c > done > /usr/local/bin/perl t/TEST 0 > modules/actions.......ok > modules/cgi...........ok > modules/constants.....ok > modules/cookie........FAILED before any test output arrived > modules/file..........FAILED before any test output arrived > modules/httpdconf.....ok > modules/include.......FAILED before any test output arrived > modules/log...........FAILED before any test output arrived > modules/module........skipped > all skipped: no reason given > modules/perlrun.......Useless content call in void context at > ../blib/lib/Apache/testold.pm line 252 > FAILED before any test output arrived > modules/psections.....skipped > all skipped: no reason given > modules/request.......Use of uninitialized value in numeric eq (==) at > modules/request.t line 147. > Use of uninitialized value in concatenation (.) or string at > modules/request.t line 147. > Use of uninitialized value in numeric eq (==) at modules/request.t line > 149. > Use of uninitialized value in numeric eq (==) at modules/request.t line > 147. > Use of uninitialized value in concatenation (.) or string at > modules/request.t line 147. > Use of uninitialized value in numeric eq (==) at modules/request.t line > 149. > Use of uninitialized value in numeric eq (==) at modules/request.t line > 147. > Use of uninitialized value in concatenation (.) or string at > modules/request.t line 147. > Use of uninitialized value in numeric eq (==) at modules/request.t line > 149. > Use of uninitialized value in numeric eq (==) at modules/request.t line > 147. > Use of uninitialized value in concatenation (.) or string at > modules/request.t line 147. > Use of uninitialized value in numeric eq (==) at modules/request.t line > 149. > modules/request.......FAILED tests 1-10 > Failed 10/10 tests, 0.00% okay > modules/src...........ok > modules/ssi...........skipped > all skipped: no reason given > modules/stage.........skipped > all skipped: no reason given > modules/status........fetch /perl/perl-status failed! > modules/status........dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 1-7 > Failed 7/7 tests, 0.00% okay > modules/symbol........skipped > all skipped: no reason given > modules/uri...........FAILED before any test output arrived > modules/util..........FAILED before any test output arrived > internal/api..........FAILED before any test output arrived > internal/auth.........FAILED test 1 > Failed 1/2 tests, 50.00% okay > internal/croak........FAILED tests 1, 3-4, 6-7, 9-10, 12 > Failed 8/12 tests, 33.33% okay > internal/dirmagic.....FAILED before any test output arrived > internal/error........ok > internal/headers......Argument "500 Can't connect to localhost:8529 > (connect: Invalid ar..." isn't numeric in numeric eq (==) at > internal/headers.t line 29. > Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." > isn't numeric in numeric eq (==) at internal/headers.t line 29. > Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." > isn't numeric in numeric eq (==) at internal/headers.t line 29. > Argument "500 Can't connect to localhost:8529 (connect: Invalid ar..." > isn't numeric in numeric eq (==) at internal/headers.t line 29. > Use of uninitialized value in string eq at internal/headers.t line 42. > Use of uninitialized value in string eq at internal/headers.t line 48. > Use of uninitialized value in string eq at internal/headers.t line 54. > internal/headers......FAILED tests 1-11 > Failed 11/13 tests, 15.38% okay > internal/hooks........500 (Internal Server Error) Can't connect to > localhost:8529 (connect: Invalid argument) > Content-Type: text/plain > Client-Date: Tue, 01 Feb 2005 16:06:19 GMT > Client-Warning: Internal response > > 500 Can't connect to localhost:8529 (connect: Invalid argument) > > internal/hooks........dubious > Test returned status 22 (wstat 5632, 0x1600) > internal/http-get.....Internal Server Error > internal/http-get.....dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 1-16 > Failed 16/16 tests, 0.00% okay > internal/http-post....Internal Server Error > internal/http-post....dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 1-7 > Failed 7/7 tests, 0.00% okay > internal/proxy........ok > internal/redirect.....FAILED tests 1-4, 6 > Failed 5/6 tests, 16.67% okay > internal/rwrite.......FAILED tests 1-2 > Failed 2/2 tests, 0.00% okay > internal/stacked......can't open http://localhost:8529//perl/stacked > internal/stacked......dubious > Test returned status 22 (wstat 5632, 0x1600) > internal/table........FAILED before any test output arrived > internal/taint........Internal Server Error > internal/taint........dubious > Test returned status 22 (wstat 5632, 0x1600) > DIED. FAILED tests 1-3 > Failed 3/3 tests, 0.00% okay > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ > ------------------------------------------------------------------------ > ---------- > internal/api.t ?? ?? % ?? > internal/auth.t 2 1 50.00% 1 > internal/croak.t 12 8 66.67% 1 3-4 6-7 9-10 12 > internal/dirmagic.t ?? ?? % ?? > internal/headers.t 13 11 84.62% 1-11 > internal/hooks.t 22 5632 ?? ?? % ?? > internal/http-get.t 22 5632 16 32 200.00% 1-16 > internal/http-post.t 22 5632 7 14 200.00% 1-7 > internal/redirect.t 6 5 83.33% 1-4 6 > internal/rwrite.t 2 2 100.00% 1-2 > internal/stacked.t 22 5632 ?? ?? % ?? > internal/table.t ?? ?? % ?? > internal/taint.t 22 5632 3 6 200.00% 1-3 > modules/cookie.t ?? ?? % ?? > modules/file.t ?? ?? % ?? > modules/include.t ?? ?? % ?? > modules/log.t ?? ?? % ?? > modules/perlrun.t ?? ?? % ?? > modules/request.t 10 10 100.00% 1-10 > modules/status.t 22 5632 7 14 200.00% 1-7 > modules/uri.t ?? ?? % ?? > modules/util.t ?? ?? % ?? > 5 tests skipped. > sh: kill: (11834) - No such process > httpd terminated > Failed 22/34 test scripts, 35.29% okay. 70/176 subtests failed, 60.23% > okay. > make: *** [run_tests] Error 1 > $ > > ### > > t/logs/error_log shows: > > [notice] Destruction->DESTROY called for $global_object > Subroutine fileparse_set_fstype redefined at > /usr/local/lib/perl5/5.8.6/File/Basename.pm line 157. > Subroutine fileparse redefined at > /usr/local/lib/perl5/5.8.6/File/Basename.pm line 171. > Subroutine basename redefined at > /usr/local/lib/perl5/5.8.6/File/Basename.pm line 238. > Subroutine dirname redefined at > /usr/local/lib/perl5/5.8.6/File/Basename.pm line 251. > Subroutine import redefined at /usr/local/lib/perl5/5.8.6/darwin/IO.pm > line 13. > Constant subroutine CGI::XHTML_DTD redefined at > /usr/local/lib/perl5/5.8.6/constant.pm line 108. > [Tue Feb 1 11:06:10 2005] [warn] [notice] child_init for process > 11834, report any problems to [no address given]\n > dyld: ../apache_1.3.33/src/httpd multiple definitions of symbol > _ApacheRequest___parse > /usr/local/lib/perl5/site_perl/5.8.6/darwin/auto/Apache/Request/ > Request.bundle definition of _ApacheRequest___parse > /usr/local/lib/perl5/site_perl/5.8.6/darwin/auto/Apache/Cookie/ > Cookie.bundle definition of _ApacheRequest___parse > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From erushany at armdev.am Tue Feb 1 12:31:37 2005 From: erushany at armdev.am (Eduard Rushanian) Date: Tue, 1 Feb 2005 21:31:37 +0400 Subject: [rt-users] Using "Notify" action in custom codes Message-ID: <008e01c50883$e1d94de0$1e0d250a@armdev.am> Hi List, RT version 3.0.11 Is it possible to use Notify action in custom scrips (custom action codes)? I know the way to make Correspondence/Comment in custom scrips but can't find the way to send E-mail(s). The following example will made Correspondence: $self->TicketObj->Correspond( Content => ("Some Content")); My wish is somehow provide recipient list (like "AdminCc,Cs,Requestor,OtherRecipients") and template name and make notification using custom scrip. Any hints? Regards, Eduard -------------- next part -------------- An HTML attachment was scrubbed... URL: From hilde.rafaelsen at cc.uit.no Tue Feb 1 14:08:57 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 1 Feb 2005 20:08:57 +0100 Subject: [rt-users] InnoDB and RT Message-ID: Hi, We have run RT 3.0.10 for a long time. After I start to run mysqldump for backup, we have noticed a problem with duplicate tickets. I found out it is because we not use InnoDB tables in mysql, and I now want to reconfigure mysql and RT to use InnoDB. Can I do this without a new reinstall? I hope someone can give me a hint of what to do here. ------------------------------------- Hilde Therese Lauvset Rafaelsen IT-avdelingen, Universitetet i Troms? Tlf: +47 77 64 58 01 From rt at chaka.net Tue Feb 1 13:46:46 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 1 Feb 2005 13:46:46 -0500 Subject: [rt-users] InnoDB and RT In-Reply-To: References: Message-ID: <20050201184646.GB1172@chaka.net> Find and read the documentation at mysql.com. On Tue, Feb 01, 2005 at 08:08:57PM +0100, Hilde T Lauvset Rafaelsen wrote: > Hi, > > We have run RT 3.0.10 for a long time. After I start to run mysqldump for backup, we have noticed a problem with duplicate tickets. I found out it is because we not use InnoDB tables in mysql, and I now want to reconfigure mysql and RT to use InnoDB. Can I do this without a new reinstall? > > I hope someone can give me a hint of what to do here. > > > ------------------------------------- > Hilde Therese Lauvset Rafaelsen > IT-avdelingen, Universitetet i Troms? > Tlf: +47 77 64 58 01 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From steve at n2sw.com Tue Feb 1 14:29:58 2005 From: steve at n2sw.com (steve) Date: Tue, 01 Feb 2005 14:29:58 -0500 Subject: [rt-users] InnoDB and RT In-Reply-To: <20050201184646.GB1172@chaka.net> References: <20050201184646.GB1172@chaka.net> Message-ID: <41FFD8B6.8070803@n2sw.com> on the old system you do a mysqldump, (if you are running innodb) then on the new rt you create the schema and import the sql file that was created via the mysql dump. otherwise you will have to convert from isam to inno, not for the faint hearted Todd Chapman wrote: > Find and read the documentation at mysql.com. > > On Tue, Feb 01, 2005 at 08:08:57PM +0100, Hilde T Lauvset Rafaelsen wrote: > >>Hi, >> >>We have run RT 3.0.10 for a long time. After I start to run mysqldump for backup, we have noticed a problem with duplicate tickets. I found out it is because we not use InnoDB tables in mysql, and I now want to reconfigure mysql and RT to use InnoDB. Can I do this without a new reinstall? >> >>I hope someone can give me a hint of what to do here. >> >> >>------------------------------------- >>Hilde Therese Lauvset Rafaelsen >>IT-avdelingen, Universitetet i Troms? >>Tlf: +47 77 64 58 01 >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From aking at gblx.net Tue Feb 1 14:06:44 2005 From: aking at gblx.net (Aubrey King) Date: Tue, 1 Feb 2005 14:06:44 -0500 (EST) Subject: [rt-users] ldap / rt Message-ID: Anyone had any luck linking rt with ldap for auth and attributes? If so, I'd love to learn more.. Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator From jjackson at campbell-ewald.com Tue Feb 1 14:35:34 2005 From: jjackson at campbell-ewald.com (J. Rashaad Jackson) Date: Tue, 01 Feb 2005 14:35:34 -0500 Subject: [rt-users] RT 3.2.2 and Sendmail Message-ID: <41FFDA06.9030207@campbell-ewald.com> Hello. I've recently installed RT 3.2.2 on our development server. I'm attempting to set up the mailgate, but I've run into problems. First, sending a comment from the web form that should trigger an e-mail throws the following error: Feb 1 11:52:02 webdev2 RT: Could not send mail. -No such file or directory at /usr/local/rt-3.2.2/lib/RT/Action/SendEmail.pm line 250.\n\nStack:\n [/usr/local/rt-3.2.2/lib/RT/Action/SendEmail.pm:250]\n [/usr/local/rt-3.2.2/lib/RT/Action/SendEmail.pm:102]\n [/usr/local/rt-3.2.2/lib/RT/ScripAction_Overlay.pm:225]\n [/usr/local/rt-3.2.2/lib/RT/Scrip_Overlay.pm:497]\n [/usr/local/rt-3.2.2/lib/RT/Scrips_Overlay.pm:188]\n [/usr/local/rt-3.2.2/lib/RT/Transaction_Overlay.pm:154]\n [/usr/local/rt-3.2.2/lib/RT/Ticket_Overlay.pm:3707]\n [/usr/local/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2527]\n [/usr/local/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2460]\n [/usr/local/rt-3.2.2/lib/RT/Interface/Web.pm:432]\n [/usr/local/rt-3.2.2/share/html/Ticket/Display.html:134]\n [/usr/local/rt-3.2.2/share/html/Ticket/Update.html:200]\n [/usr/local/rt-3.2.2/share/html/autohandler:221]\n (/usr/local/rt-3.2.2/lib/RT/Action/SendEmail.pm:255)\n The offending line refers to $RT::SendmailPath, which I have set to the following in RT_SiteConfig.pm Set($SendmailPath , "/usr/lib/sendmail"); That is the real path of our sendmail binary, with the permissions set correctly (executeable by all): # ls -la /usr/lib/sendmail -r-sr-xr-x 1 root bin 761388 Sep 24 2003 /usr/lib/sendmail # file /usr/lib/sendmail /usr/lib/sendmail: ELF 32-bit MSB executable SPARC Version 1, dynamically linked, stripped Is there something I'm doing wrong? Any help would be appreciated. Thanks! -- J. Rashaad Jackson Web System Administrator Campbell-Ewald 586.558.7107 From mikep at uclink.berkeley.edu Tue Feb 1 15:02:31 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 01 Feb 2005 12:02:31 -0800 Subject: [rt-users] RT 3.2.2 and Sendmail In-Reply-To: <41FFDA06.9030207@campbell-ewald.com> References: <41FFDA06.9030207@campbell-ewald.com> Message-ID: <41FFE057.5010008@uclink.berkeley.edu> Type "which sendmail", to see what your sendmail path is. Then type that path in your your variable in your /rtinstalldir/etc/RT_SiteConfig.pm e.g.: for me (FreeBSD 4.11) it's /usr/sbin/sendmail # which sendmail /usr/sbin/sendmail > From MHANLEY at cxtec.com Tue Feb 1 15:11:42 2005 From: MHANLEY at cxtec.com (Matt Hanley) Date: Tue, 1 Feb 2005 15:11:42 -0500 Subject: [rt-users] Displaying other user's work phone Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A8041AC81D@cxmailx.ad.cxtec.com> We modified our ShowUserEntry to display a user's work phone. It works great - if you are root or the actual user it's displaying. Obviously it's a permissions issue, but I can't see to find which file contains the permission logic for it. Can anyone point me in the right direction? Thanks! -matt Matthew Hanley mhanley at cxtec.com From jjackson at campbell-ewald.com Tue Feb 1 16:12:34 2005 From: jjackson at campbell-ewald.com (J. Rashaad Jackson) Date: Tue, 01 Feb 2005 16:12:34 -0500 Subject: [rt-users] RT 3.2.2 and Sendmail In-Reply-To: <41FFE057.5010008@uclink.berkeley.edu> References: <41FFDA06.9030207@campbell-ewald.com> <41FFE057.5010008@uclink.berkeley.edu> Message-ID: <41FFF0C2.9080601@campbell-ewald.com> My sendmail path is as follows: # ls -la /usr/lib/sendmail -r-sr-xr-x 1 root bin 761388 Sep 24 2003 /usr/lib/sendmail # file /usr/lib/sendmail /usr/lib/sendmail: ELF 32-bit MSB executable SPARC Version 1, dynamically linked, stripped Which is what it's set to in my RT_SiteConfig.pm # grep "/usr/lib/sendmail" /usr/local/rt/etc/RT_SiteConfig.pm Set($SendmailPath , "/usr/lib/sendmail"); And still I get this error. Any other ideas? Mike Patterson wrote: > Type "which sendmail", to see what your sendmail path is. > > Then type that path in your your variable in your > /rtinstalldir/etc/RT_SiteConfig.pm > > e.g.: for me (FreeBSD 4.11) it's /usr/sbin/sendmail > > # which sendmail > /usr/sbin/sendmail > >> > -- J. Rashaad Jackson Web System Administrator Campbell-Ewald 586.558.7107 -------------- next part -------------- A non-text attachment was scrubbed... Name: jjackson.vcf Type: text/x-vcard Size: 299 bytes Desc: not available URL: From kdlee at qualcomm.com Tue Feb 1 16:24:39 2005 From: kdlee at qualcomm.com (Lee, Kevin) Date: Tue, 1 Feb 2005 13:24:39 -0800 Subject: [rt-users] Problem initializing postgres DB with 3.4.0 Message-ID: <68710F53E1CBE24786ADBE5689A691A3021F18AF@NAEX02.na.qualcomm.com> I never heard back from anyone and I did not have time to track down the problem earlier, but now I tried with the official 3.4.0 release and I came across the exact same problem. The only difference is I had to upgrade DBIx::SearchBuilder from 1.19 to 1.22. I dropped the previous rt3 database and tried to re-initialize the database when I came across the same infinite loop problem. Anyone have a clue what might be wrong? Thanks! Kevin ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lee, Kevin Sent: Monday, January 17, 2005 4:34 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem initializing postgres DB with 3.4.0 rc5 I have a test system that I use to pre-test RT (and other tools). I tried installing 3.4.0 rc5 and ran into a problem when initializing the database. It looks like it goes into an infinite loop. I get this message in /var/log/messages: Jan 14 16:19:55 or-testdeploy RT: Deep recursion on subroutine "RT::CurrentUser::_Init" at /opt/or-buildtools/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.p m line 362, line 331. (/opt/or-buildtools/lib/RT.pm:277) When I was running this command: # /opt/or-buildtools/sbin/rt-setup-database --action init --dba postgres --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your Pg instance on localhost as postgres. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating Pg database rt3. Now populating database schema. Creating database schema. schema sucessfully inserted Now inserting 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...done. Now inserting RT data <-- Was stuck on this line for a very long time... Out of memory! I'm running on RH Enterprise Linux ES 3 with postgres and apache2 and mod_perl. I have the same machine configuration running 3.2.2 in my production environment without any problems. Here is the rt3.4rc5 configuration: /opt/or-buildtools/bin/perl ./sbin/rt-test-dependencies --verbose --with-Pg perl: 5.8.3...found users: rt group (or-rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS ...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found POSTGRESQL dependencies: DBD::Pg ...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.19...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found HTML::Scrubber 0.08...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found Time::HiRes ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Tree::Simple 1.04...found Scalar::Util ...found Module::Versions::Report ...found Cache::Simple::TimedExpiry ...found XML::Simple ...found DEV dependencies: Regexp::Common ...found Test::Inline ...found Apache::Test ...found HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found Test::WWW::Mechanize ...found Module::Refresh 0.03...found Did I forget to do something when I upgraded my test system from 3.2.2 to 3.4.0rc5? Thanks! Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at triadsys.com Tue Feb 1 16:37:39 2005 From: tom at triadsys.com (Tom Vier) Date: Tue, 01 Feb 2005 16:37:39 -0500 Subject: [rt-users] Changing http https in rt's links Message-ID: <41FFF6A3.9030102@triadsys.com> I'm trying to change all the http links to https. I could change $WebBaseURL in /etc/request-tracker3/RT_SiteConfig.pm, but that breaks rt-mailgate. I grepped through /usr/share/request-tracker/, but i couldn't find where it generates the links, so that i can change them to https. Could someone tell me it generates the links or how to change them? tia! From mfreeman at netcogov.com Tue Feb 1 16:46:06 2005 From: mfreeman at netcogov.com (Freeman, Michael) Date: Tue, 1 Feb 2005 15:46:06 -0600 Subject: [rt-users] LDAP woes Message-ID: I am trying to get the LDAP overlay working so I can get RT users authenticating against our windows AD server and I've been having a few problems, and I have a ton of questions. Firstly, If an account does not exist in RT, it doesn't even seem to query LDAP. Do accounts need to be created in both? I would like to only have account information in LDAP, is that possible? I was seeing the same error that someone had posted about before, referred to in the bottom of the message of the following post: http://marc.free.net.ph/message/20040303.190901.a2d55cc6.html - this was related to DBIx::SearchBuilder I believe. I upgraded it last night to the latest one and I'm no longer seeing those error messages. This would occur when an account existed in RT, and it tried the LDAP authentication, I would get that error, and if I hit refresh, regardless of wether or not if I put in the right password for the account, I would be taken to the main RT page for our site. Now what is happening is if I try to authenticate using the password I have in the ActiveDirectory, it fails. If I try my local password first, it doesn't even query the LDAP server, and I am able to login fine. People with no local accounts in RT, but just in the AD, are also not able to login at all. Any ideas? -- Michael J. Freeman NETCO Government Services mfreeman at netcogov.com -- -------------- next part -------------- An HTML attachment was scrubbed... URL: From murphy at genome.chop.edu Tue Feb 1 17:06:59 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 1 Feb 2005 17:06:59 -0500 Subject: [rt-users] mod_perl 'make test' failing In-Reply-To: <41FFBA18.6000901@acronis.com> References: <3d90384026f8f3a28f96c61bad0694b4@genome.chop.edu> <41FFBA18.6000901@acronis.com> Message-ID: On Feb 1, 2005, at 12:19 PM, Ruslan U. Zakirov wrote: > Is your new perl in same location as old one? Did you overwrite old > perl exec binary file with new one? If you run `perl -V` is it new > one? > My perl is allways is /usr/bin/perl so I didn't test build process > with two different perls in different locations. > When you run 'perl Makefile.PL' you should use that perl exec file > that you want to build against. So if you have new perl in > '/usr/local/bin/perl' then try to add > '--with-perl=/usr/local/bin/perl' to apache configure args and run > `/usr/local/bin/perl Makefile.PL` in mod_perl dir. Ah, my new perl is where my old perl was (/usr/local/bin/perl), but the vendor perl (5.8.0) is still in /usr/bin/perl. I tried your suggestions, but the result was the same. Then I moved /usr/bin/perl and created a link there to /usr/local/bin/perl and retried everything -- same bad result. I looked at where the test code was failing, and I saw that Apache::Request was being used, so I figured libapreq might need updating. I attempted to do that right now, but its tests failed also (it doesn't like being tested with old apache or with newer apache with libapreq compiled in). I forced it to install just to see what would happen, but mod_perl is still failing its test. Arghh. Thanks for the suggestions. Kevin Murphy From Ruslan.Zakirov at acronis.com Tue Feb 1 17:28:28 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 02 Feb 2005 01:28:28 +0300 Subject: [rt-users] mod_perl 'make test' failing In-Reply-To: References: <3d90384026f8f3a28f96c61bad0694b4@genome.chop.edu> <41FFBA18.6000901@acronis.com> Message-ID: <4200028C.10504@acronis.com> Kevin, better send report to mod_perl users mailing list. And also google: http://www.google.ru/search?q=installing+mod_perl+on+Mac+OS For example next article may help: http://www.macdevcenter.com/pub/a/mac/2002/11/05/apache_osx.html Kevin Murphy wrote: > On Feb 1, 2005, at 12:19 PM, Ruslan U. Zakirov wrote: > >> Is your new perl in same location as old one? Did you overwrite old >> perl exec binary file with new one? If you run `perl -V` is it new one? >> My perl is allways is /usr/bin/perl so I didn't test build process >> with two different perls in different locations. >> When you run 'perl Makefile.PL' you should use that perl exec file >> that you want to build against. So if you have new perl in >> '/usr/local/bin/perl' then try to add >> '--with-perl=/usr/local/bin/perl' to apache configure args and run >> `/usr/local/bin/perl Makefile.PL` in mod_perl dir. > > > Ah, my new perl is where my old perl was (/usr/local/bin/perl), but the > vendor perl (5.8.0) is still in /usr/bin/perl. I tried your > suggestions, but the result was the same. Then I moved /usr/bin/perl > and created a link there to /usr/local/bin/perl and retried everything > -- same bad result. > > I looked at where the test code was failing, and I saw that > Apache::Request was being used, so I figured libapreq might need updating. > > I attempted to do that right now, but its tests failed also (it doesn't > like being tested with old apache or with newer apache with libapreq > compiled in). I forced it to install just to see what would happen, but > mod_perl is still failing its test. > > Arghh. > > Thanks for the suggestions. > > Kevin Murphy > From Ruslan.Zakirov at acronis.com Tue Feb 1 17:34:47 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 02 Feb 2005 01:34:47 +0300 Subject: [rt-users] RT 3.2.2 and Sendmail In-Reply-To: <41FFF0C2.9080601@campbell-ewald.com> References: <41FFDA06.9030207@campbell-ewald.com> <41FFE057.5010008@uclink.berkeley.edu> <41FFF0C2.9080601@campbell-ewald.com> Message-ID: <42000407.2020002@acronis.com> May be user under which apache is running still has no right to read /usr/lib? try next: sudo -u apache /usr/lib/sendmail I hope you did restart apache after config changes. J. Rashaad Jackson wrote: > My sendmail path is as follows: > > # ls -la /usr/lib/sendmail > -r-sr-xr-x 1 root bin 761388 Sep 24 2003 /usr/lib/sendmail > # file /usr/lib/sendmail > /usr/lib/sendmail: ELF 32-bit MSB executable SPARC Version 1, > dynamically linked, stripped > > Which is what it's set to in my RT_SiteConfig.pm > > # grep "/usr/lib/sendmail" /usr/local/rt/etc/RT_SiteConfig.pm > Set($SendmailPath , "/usr/lib/sendmail"); > > And still I get this error. Any other ideas? > > Mike Patterson wrote: > >> Type "which sendmail", to see what your sendmail path is. >> >> Then type that path in your your variable in your >> /rtinstalldir/etc/RT_SiteConfig.pm >> >> e.g.: for me (FreeBSD 4.11) it's /usr/sbin/sendmail >> >> # which sendmail >> /usr/sbin/sendmail >> >>> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rickm at 3d3.com Tue Feb 1 20:00:48 2005 From: rickm at 3d3.com (Rick Measham) Date: Wed, 02 Feb 2005 12:00:48 +1100 Subject: [rt-users] Send email on correspond that isn't resolve Message-ID: <1107306048.13847.39.camel@rickm.local> I'm sure this has been asked before ... I've looked through the wiki and thought about it, but I'm stumped. I have a scrip send a template to the requestor on correspondance. I have another that sends a message on resolve. Now when someone resolves a ticket, the user gets both emails. Looking at the order in which everything happens, I can't see any way to avoid this with a custom script: the status doesn't become 'resolved' until after the email about the reply is sent. I'm sure I'm missing something as this should be possible! Cheers! Rick -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From vivek at khera.org Tue Feb 1 23:02:44 2005 From: vivek at khera.org (Vivek Khera) Date: Tue, 1 Feb 2005 23:02:44 -0500 Subject: [rt-users] Changing http https in rt's links In-Reply-To: <41FFF6A3.9030102@triadsys.com> References: <41FFF6A3.9030102@triadsys.com> Message-ID: On Feb 1, 2005, at 4:37 PM, Tom Vier wrote: > I'm trying to change all the http links to https. I could change > $WebBaseURL in /etc/request-tracker3/RT_SiteConfig.pm, but that breaks > rt-mailgate. I grepped through /usr/share/request-tracker/, but i > couldn't find where it generates the links, so that i can change them > to https. > you need to make sure that the mailgate can speak https by installing the appropriate SSL perl library so that LWP knows how to use SSL. I think Net::SSL will do it. From rt at chaka.net Tue Feb 1 22:42:40 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 1 Feb 2005 22:42:40 -0500 Subject: [rt-users] IT inventory tool integration. In-Reply-To: <20050201170021.GC40275@ns2.wananchi.com> References: <20050201164004.CAB361276CE@hawk.qballtech.com> <20050201170021.GC40275@ns2.wananchi.com> Message-ID: <20050202034240.GD1172@chaka.net> I am releasing AssetTracker soon. The atwiki has an early version that is more of a discussion generating preview. As soon as the installation is more polished I'll announce it on this list. Warning, the wiki is on a very slow machine. That will be fixed in the future. Anyway, if you have as list of desired features I'd like to hear them. -Todd On Tue, Feb 01, 2005 at 08:00:21PM +0300, Odhiambo Washington wrote: > * Yoav Daniely [20050201 19:41]: wrote: > > Greetings RT Users, > > > > I would like to add an IT inventory capabilities to RT. > > Has anyone tried/know of any working integrative solution ? > > Such a solution should have the ability to show a user's inventory > > (hardware, software, licenses , warranty and so) from within a ticket/User > > details. > > > > I believe many people could benefit from such a solution. > > http://atwiki.chaka.net/ > > cheers > - wash > +----------------------------------+-----------------------------------------+ > Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | > wash _at_ wananchi _ dot _ com . 1ere Etage, Loita Hse, Loita St., | > GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | > GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | > +---------------------------------+------------------------------------------+ > "Oh My God! They killed init! You Bastards!" > --from a /. post > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From doogles at doogles.com Wed Feb 2 00:34:40 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Tue, 1 Feb 2005 23:34:40 -0600 (CST) Subject: [rt-users] How To Display Custom Field Data in RT 3.4.0 Message-ID: What do I need to pass to TicketList's Format in order to display Custom Fields, in RT 3.4? I use to use CustomField.{Name} in RT 3.2, however, this now returns any/all custom fields. I see references on rt-devel to FirstCustomFieldValue, but I can't figure out any variation or combination which makes this work. For example, I have a Global Custom Field (of style "select one") named PrimaryContractor, and I would like to display that field inside of Elements/TicketList. Any feedback is appreciated. -jd From hlepesant at veepee.com Wed Feb 2 03:36:38 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Wed, 02 Feb 2005 09:36:38 +0100 Subject: [rt-users] Upgrade 3.2.2 to 3.4.0, SlefService/Create.html No queue in drop menu In-Reply-To: <42000407.2020002@acronis.com> References: <41FFDA06.9030207@campbell-ewald.com> <41FFE057.5010008@uclink.berkeley.edu> <41FFF0C2.9080601@campbell-ewald.com> <42000407.2020002@acronis.com> Message-ID: <42009116.6040606@veepee.com> Hello, I've upgrade our RT from 3.2.2 to 3.4.0 as describe in README. And now in SelfService, when a user want to open a ticket, there is no Queue in drop menu juste Queue(). But when I give "Let the user be granted rights" and he access to / all the Queue he can see are in the "Quick search" and the "Quick tiket creation" and in "New ticket". This thing does not happened in 3.2.2. Any idea ? Hugues From ruediger.riediger at sun.com Wed Feb 2 02:56:17 2005 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Wed, 02 Feb 2005 08:56:17 +0100 Subject: [Rt-devel] Re: [rt-users] How to make LDAP authentication in RT3 In-Reply-To: <6.1.2.0.2.20050201104119.043bc528@csipop.uned.es> References: <6.1.2.0.2.20050131141327.04299ce8@csipop.uned.es> <41FE4165.3010703@n2sw.com> <6.1.2.0.2.20050201104119.043bc528@csipop.uned.es> Message-ID: <420087A1.8000309@sun.com> Francisco Javier Mart?nez Martinez wrote > I had tried many thing following recomendations founds in mailling list, > with no success. The last that I had tried is the following: sounds like you are using our overlay. > # $LDAPExternalAuto = 1; # will create accounts "on the fly" -> this means ever user for RT must be with uid= in your LDAP, and then can bind to LDAP using a password. > And I had created both cases with no success: > > /usr/local/rt3/lib/RT/User_Local.pm > and > /usr/local/rt3/local/lib/RT/User_Local.pm did you use the /usr/local/rt3/local/html/autohandle ? http://lists.bestpractical.com/pipermail/rt-devel/2004-December/006627.html >> $LdapPass="5...ia"; Looks like someone has to change password now ;-) >> httpd.conf >> >> ServerName helpdesk.....com >> DocumentRoot /usr/local/rt3/share/html >> AddDefaultCharset UTF-8 >> PerlModule Apache::DBI >> PerlRequire /usr/local/rt3/bin/webmux.pl >> >> SetHandler perl-script >> PerlHandler RT::Mason >> AuthName "RT Web Users" >> AuthType Basic >> AuthLDAPAuthoritative off >> AuthLDAPurl ldap://ldap.....com/?cn?sub >> require valid-user >> >> ErrorLog /var/log/helpdesk-error.log >> CustomLog /var/log/helpdesk-access.log common >> CustomLog /var/log/helpdesk-combined.log combined >> you do not need any LDAP in httpd.conf Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From Ruslan.Zakirov at acronis.com Wed Feb 2 04:09:14 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 02 Feb 2005 12:09:14 +0300 Subject: [rt-users] Upgrade 3.2.2 to 3.4.0, SlefService/Create.html No queue in drop menu In-Reply-To: <42009116.6040606@veepee.com> References: <41FFDA06.9030207@campbell-ewald.com> <41FFE057.5010008@uclink.berkeley.edu> <41FFF0C2.9080601@campbell-ewald.com> <42000407.2020002@acronis.com> <42009116.6040606@veepee.com> Message-ID: <420098BA.80008@acronis.com> Hugues Lepesant wrote: > Hello, > > I've upgrade our RT from 3.2.2 to 3.4.0 as describe in README. > And now in SelfService, when a user want to open a ticket, there is no > Queue in drop menu juste Queue(). But when I give "Let the user be > granted rights" and he access to / all the Queue he can see are in the > "Quick search" and the "Quick tiket creation" and in "New ticket". > > This thing does not happened in 3.2.2. > > Any idea ? Your unpriveleged users should have SeeQueue and CreateTicket rights for queues you want. > > Hugues > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Richard.Ellis at Sun.COM Wed Feb 2 04:16:09 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Wed, 02 Feb 2005 09:16:09 +0000 Subject: [rt-users] Re: RT 3.2.2 and Sendmail In-Reply-To: <20050202054644.05E494D8129@diesel.bestpractical.com> References: <20050202054644.05E494D8129@diesel.bestpractical.com> Message-ID: <1107335768.7854.113.camel@sr-egmp02-11> These three lines from our RT_Siteconfig.pm work fine. $MailCommand="sendmail"; $SendmailPath="/usr/lib/sendmail"; $SendmailArguments="-oi -t"; check you have all three in yours as the options line is usually fairly important. > Message: 5 > Date: Wed, 02 Feb 2005 01:34:47 +0300 > From: "Ruslan U. Zakirov" > Subject: Re: [rt-users] RT 3.2.2 and Sendmail > To: "J. Rashaad Jackson" > Cc: rt-users at lists.bestpractical.com > Message-ID: <42000407.2020002 at acronis.com> > Content-Type: text/plain; charset=us-ascii; format=flowed > > May be user under which apache is running still has no right to read > /usr/lib? > > try next: > sudo -u apache /usr/lib/sendmail > > I hope you did restart apache after config changes. > > J. Rashaad Jackson wrote: > > My sendmail path is as follows: > > > > # ls -la /usr/lib/sendmail > > -r-sr-xr-x 1 root bin 761388 Sep 24 2003 /usr/lib/sendmail > > # file /usr/lib/sendmail > > /usr/lib/sendmail: ELF 32-bit MSB executable SPARC Version 1, > > dynamically linked, stripped > > > > Which is what it's set to in my RT_SiteConfig.pm > > > > # grep "/usr/lib/sendmail" /usr/local/rt/etc/RT_SiteConfig.pm > > Set($SendmailPath , "/usr/lib/sendmail"); > > > > And still I get this error. Any other ideas? > > > > Mike Patterson wrote: > > > >> Type "which sendmail", to see what your sendmail path is. > >> > >> Then type that path in your your variable in your > >> /rtinstalldir/etc/RT_SiteConfig.pm > >> > >> e.g.: for me (FreeBSD 4.11) it's /usr/sbin/sendmail > >> > >> # which sendmail > >> /usr/sbin/sendmail > >> > >>> > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From tomisilori at yahoo.co.uk Wed Feb 2 04:39:10 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 2 Feb 2005 01:39:10 -0800 (PST) Subject: [rt-users] UntouchedInHours Module Message-ID: <20050202093910.82241.qmail@web26601.mail.ukl.yahoo.com> Please, can anyone help me out with this....I'm running rt 3.2.2 on redhat linux 8.0, perl 5.8.6, mode_perl 1 on apache 1.1.9 and mysql 4.1.9 and I'm trying to use the UntouchedInHours module from rt-crontool. However, I get the following error anytime i try to run this command from rt-crontool: [Wed Feb 2 08:43:28 2005] [crit]: Failed to load module RT::Condition::UntouchedInHours. () at ./rt-crontool line 162. (/opt/rt3/lib/RT.pm:276) [Wed Feb 2 08:48:34 2005] [crit]: Failed to load module RT::Condition::UntouchedInHours. () at ./rt-crontool line 162. (/opt/rt3/lib/RT.pm:276) [Wed Feb 2 08:48:50 2005] [crit]: Failed to load module RT::Condition::UntouchedInHours. () at ./rt-crontool line 162. (/opt/rt3/lib/RT.pm:276) [Wed Feb 2 08:52:46 2005] [crit]: Failed to load module RT::Condition::UntouchedInHours. () at ./rt-crontool line 162. (/opt/rt3/lib/RT.pm:276) The command I'm running from rt-crontool is: ./rt-crontool --search RT::Search::FromSQL --search-arg "Queue='VSATFaults' AND Status!='resolved" --condition RT::Condition::UntouchedInHours --condition-arg 2 --action RT:Action::RecordCorrespondence -template-id 13" The UntouchedInHours module I got from RT Wiki is: package RT::Condition::UntouchedInHours;require RT::Condition::Generic; use strict;use vars qw/@ISA/;# We inherit from RT::Condition::Generic so we don't have to write (and maintain) # all the other stuff that goes into a condition at ISA = qw(RT::Condition::Generic); =head2 IsApplicableIf the ticket's LastUpdated is more than n hours ago=cut# We just need to include this one function. I could have put everything in here but in# order to demonstrate the use of external functions, I've created the local_ageinhours# function. The function subtracts the LastUpdated time (as an Epoch timestamp) from the# current time stamp, then turns these seconds into hours.# The main function then just checks if this number is greater or equal to the argument# the crontool passed in.# # Note that the main function MUST be called 'IsApplicable'. For complex conditions it # may be best to create other functions as I've done here - so long as they're called # from IsApplicable.# I'd suggest naming your own functions with a 'local_' prefix so as to be certain not# to overwrite any current or future core function.sub IsApplicable { my $self = shift; if ( local_ageInHours($self->TicketObj) >= $self->Argument ) { # Returning true (1) indicates that this condition is true return 1; } else { # Returning undef indicates that this condition is false return undef; }}sub local_ageInHours { my $ticketObj = shift; return (time - $self->TicketObj->LastUpdated->Unix) / (60*60);}# The following could be omitted. They're there to allow overrides from Vendor and Local# but as this isn't a core module, they're just there for completeness :)eval "require RT::Condition::UntouchedInHours_Vendor";die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Vendor.pm});eval "require RT::Condition::UntouchedInHours_Local";die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/UntouchedInHours_Local.pm});# If you weren't already aware, all perl modules need to evaluate to true. So we# force it to evaluate to true by finishing with a '1'.1; __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From fjmartinez at csi.uned.es Wed Feb 2 06:29:33 2005 From: fjmartinez at csi.uned.es (Francisco Javier =?iso-8859-1?Q?Mart=EDnez?= Martinez) Date: Wed, 02 Feb 2005 12:29:33 +0100 Subject: [rt-users] RT-LDAP Authentication Redux Message-ID: <6.1.2.0.2.20050202095455.04349b60@csipop.uned.es> Cheers. The previus mails due to the answers begins to be a mess, by the way I am going to Redux the request: - I had installed RT 3.2.2 in a Fedora 3 box, with Apache 2 and MySQL - I had an external LDAP server, which stores among others fields the mail addresses - passwords. - I want that the RT checks user/passwords against the LDAP server directly, not delegating in the Apache. - The mail address is UID in the LDAP :-). - I had put the following lines in my RT_SiteConfig, there is no need to use passwords for binding to our internal LDAP : Set($WebExternalAuth , undef); $LDAPExternalAuth = 1; # will enable LDAP-Auth $LdapServer="ldap.mydomain.com"; # LDAP server for authentication $LdapUser=""; # user name for binding $LdapPass=""; # password for binding $LdapBase="ou=Inte,dc=mydomain,dc=com"; # search base $LdapUidAttr="uid"; # attribute for RT user name $LdapFilter="(objectclass=*)"; # additional filter - I had created (copy of Ruediger Riediger?s one) a file for LDAP Overlay called User_Local.pm as I had found in varius request, following the recomendations of http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT I had put this file in both routes RTroot/local/lib/RT/ and RTroot/lib/RT. - I had installed the CPAN modules Net::LDAP and Net::SSLeay. But we do not need TLS communications at least for the moment. After all, RT seems to authenticate users against his own DB, there is not activities nor communications between RT server and LDAP server. My mainly requests are: Is the LDAP activated with the lines put above? If yes in which part of RT_SiteConfig it should to live? What should be the value of Set($WebExternalAuth (I wonder that It should be undef) ? Where should live User_Local.pm and whith what attributes? What about /usr/local/rt3/local/html/autohandler, Should It be modified? Is TLS communications mandatory for this authentication? Thanks in advance and mainly to Steve and Ruediger Riediger for his kindly and quickly answers. Best regards. -------------- next part -------------- An HTML attachment was scrubbed... URL: From m3freak at rogers.com Wed Feb 2 09:02:02 2005 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Wed, 02 Feb 2005 09:02:02 -0500 Subject: [rt-users] Question about SendEmail.pm Message-ID: <1107352922.4943.16.camel@localhost.localdomain> Hello everyone, I've been attempting over the last few days to get RT running with selinux enabled on a FC3 box. At the moment, the web interface is up, but auto replies aren't being emailed. I've been trying to sort this out with Colin Walters on the Fedora SElinux mailing list. After the last bit of denial messages from selinux, Colin had a question. But, I can't answer it because I don't know enough about the innards of RT. Here's a link to my post (part way through the thread): https://www.redhat.com/archives/fedora-selinux-list/2005- February/msg00008.html And here is Colin's question: ---start--- > avc: denied { search } for pid=2851 exe=/usr/bin/perl name=postfix > dev=dm-5 ino=34833 scontext=user_u:system_r:httpd_sys_script_t > tcontext=system_u:object_r:var_spool_t tclass=dir > > avc: denied { search } for pid=2851 exe=/usr/bin/perl name=postfix > dev=dm-5 ino=34833 scontext=user_u:system_r:httpd_sys_script_t > tcontext=system_u:object_r:var_spool_t tclass=dir Hmmm. Surely the SendEmail.pm perl module doesn't scribble on the postfix queue directly; I don't think that's supported. ---end--- So, can anyone answer that question/statement? I would like to get RT working with SElinux enabled instead of turning it off. Since SElinux isn't going away, fixing the SElinux policies is the preferred solution. It'll benefit the entire RT community. Regards, Ranbir -- Kanwar Ranbir Sandhu Linux Consultant Systems Aligned Inc. www.systemsaligned.com From rcrews at intercall.com Wed Feb 2 08:29:19 2005 From: rcrews at intercall.com (Crews, Richie ) Date: Wed, 2 Feb 2005 08:29:19 -0500 Subject: [rt-users] RT 3.4.0 Change ownership issues? Message-ID: <7B56D03F2A81D34D97F7E552449FA47875E8DD@icwpex103.icallinc.com> I have just gone from 3.0.11 to 3.4.0 and noticed when you go under People of a ticket and attempt to change the owner from Nobody is shows up the entire list of user IDs, this is some what ok but it does not show the actually users in RT. We have very few actually users on our RT system, everyone else just emails in tickets and never gets created a real user account. Is there anyway to make it so the Change owner list only shows real users and not everyone who has emailed our RT system? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Feb 2 09:14:17 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Feb 2005 09:14:17 -0500 Subject: [rt-users] RT 3.4.0 Change ownership issues? In-Reply-To: <7B56D03F2A81D34D97F7E552449FA47875E8DD@icwpex103.icallinc.com> References: <7B56D03F2A81D34D97F7E552449FA47875E8DD@icwpex103.icallinc.com> Message-ID: <20050202141417.GK337@bestpractical.com> On Wed, Feb 02, 2005 at 08:29:19AM -0500, Crews, Richie wrote: > I have just gone from 3.0.11 to 3.4.0 and noticed when you go under > People of a ticket and attempt to change the owner from Nobody is shows > up the entire list of user IDs, this is some what ok but it does not > show the actually users in RT. We have very few actually users on our RT > system, everyone else just emails in tickets and never gets created a > real user account. Is there anyway to make it so the Change owner list > only shows real users and not everyone who has emailed our RT system? > It should be showing only users who have the right to "OwnTicket" for that queue. Is there a chance that you've accidentally granted "Everybody" or "Unprivileged" the right to "OwnTicket"? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From rcrews at intercall.com Wed Feb 2 09:12:49 2005 From: rcrews at intercall.com (Crews, Richie ) Date: Wed, 2 Feb 2005 09:12:49 -0500 Subject: [rt-users] RT 3.4.0 Change ownership issues? Message-ID: <7B56D03F2A81D34D97F7E552449FA47875E9C8@icwpex103.icallinc.com> That fixed it for the other users, however I noticed that when a user is "SuperUser" own ticket is not part of their permissions. Is this designed this way or just something new? -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, February 02, 2005 9:14 AM To: Crews, Richie Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.4.0 Change ownership issues? On Wed, Feb 02, 2005 at 08:29:19AM -0500, Crews, Richie wrote: > I have just gone from 3.0.11 to 3.4.0 and noticed when you go under > People of a ticket and attempt to change the owner from Nobody is shows > up the entire list of user IDs, this is some what ok but it does not > show the actually users in RT. We have very few actually users on our RT > system, everyone else just emails in tickets and never gets created a > real user account. Is there anyway to make it so the Change owner list > only shows real users and not everyone who has emailed our RT system? > It should be showing only users who have the right to "OwnTicket" for that queue. Is there a chance that you've accidentally granted "Everybody" or "Unprivileged" the right to "OwnTicket"? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From doogles at doogles.com Wed Feb 2 09:15:12 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Wed, 2 Feb 2005 08:15:12 -0600 (CST) Subject: [rt-users] RT 3.4.0 Change ownership issues? In-Reply-To: <7B56D03F2A81D34D97F7E552449FA47875E9C8@icwpex103.icallinc.com> References: <7B56D03F2A81D34D97F7E552449FA47875E9C8@icwpex103.icallinc.com> Message-ID: >From UPGRADING in the root of the base RT 3.4.0 distribution: UPGRADING FROM 3.2 and earlier - Changes: = Rights changes = Now, if you want any user to be able to access the Admin tools (a.k.a. the Configuration tab), you must grant that user the "ShowConfigTab" right. Making the user a privileged user is no longer sufficient. "SuperUser" users are no longer automatically added to the list of users who can own tickets in a queue. You now need to explicitly give them the "own tickets" right. -jd On Wed, 2 Feb 2005, Crews, Richie wrote: > That fixed it for the other users, however I noticed that when a user is > "SuperUser" own ticket is not part of their permissions. Is this > designed this way or just something new? > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, February 02, 2005 9:14 AM > To: Crews, Richie > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.4.0 Change ownership issues? > > > > > On Wed, Feb 02, 2005 at 08:29:19AM -0500, Crews, Richie wrote: >> I have just gone from 3.0.11 to 3.4.0 and noticed when you go under >> People of a ticket and attempt to change the owner from Nobody is > shows >> up the entire list of user IDs, this is some what ok but it does not >> show the actually users in RT. We have very few actually users on our > RT >> system, everyone else just emails in tickets and never gets created a >> real user account. Is there anyway to make it so the Change owner list >> only shows real users and not everyone who has emailed our RT system? >> > > It should be showing only users who have the right to "OwnTicket" for > that queue. Is there a chance that you've accidentally granted > "Everybody" or "Unprivileged" the right to "OwnTicket"? > > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From hlepesant at veepee.com Wed Feb 2 09:37:24 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Wed, 02 Feb 2005 15:37:24 +0100 Subject: [rt-users] Open Ticket with attachement, don't work with IE but ok with Firefox Message-ID: <4200E5A4.2000800@veepee.com> Hello, I use RT 3.4.0 with MySQL 4.1, Apache 1.3 on GNU/Linux Debian/Sarge. Document attachement do not work with IE 6.0.2900.2180.xpsp_sp2_rtm.040803-2158 on windows XP. I've tried with Firefox 1.0 and it works fine on Windows XP or FreeBSD 5.3. I have no error in the log of apache. Any idea ? Hugues Lepesant From niels=rt at bakker.net Wed Feb 2 10:01:08 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Wed, 2 Feb 2005 16:01:08 +0100 Subject: [rt-users] mod_perl and rt incompatible? In-Reply-To: <41FE8C7C.3010006@blast.com> References: <41FE8C7C.3010006@blast.com> Message-ID: <20050202150108.GA63517@snowcrash.tpb.net> * anner at blast.com (Anne Ramey) [Mon 31 Jan 2005, 21:03 CET]: > rt is working fine, but I need to install a new tool that needs modperl. You'll have to do that inside another Apache instance. mod_perl cannot do two things at once. > Use of uninitialized value in length at > /usr/local/lib/perl5/site_perl/5.8.0/Regexp/Common/delimited.pm line 51. 5.8.0 is broken, specifically with UTF8. You must upgrade. -- Niels. -- From jesse at bestpractical.com Wed Feb 2 10:09:36 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Feb 2005 10:09:36 -0500 Subject: [rt-users] RT 3.4.0 Change ownership issues? In-Reply-To: <7B56D03F2A81D34D97F7E552449FA47875E9C8@icwpex103.icallinc.com> References: <7B56D03F2A81D34D97F7E552449FA47875E9C8@icwpex103.icallinc.com> Message-ID: <20050202150936.GS337@bestpractical.com> On Wed, Feb 02, 2005 at 09:12:49AM -0500, Crews, Richie wrote: > That fixed it for the other users, however I noticed that when a user is > "SuperUser" own ticket is not part of their permissions. Is this > designed this way or just something new? That's a design change for 3.4. The problem was that there was no way to stop your "superusers" from showing up in the list of possible ticket owners for a given queue. And it's really not always apropriate for "root" to show up in the list of people who can handle HR issues ;) Jesse From bobg at uic.edu Wed Feb 2 10:12:09 2005 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 02 Feb 2005 09:12:09 -0600 Subject: [rt-users] Upgrade strategy? Message-ID: <200502021512.j12FC9aA012081@remora.cc.uic.edu> Any advice for 3.2.0->2.4.0 strategy? In the past, I've installed the new code in a new directory and created two urls, so I could run either the new code or old at the drop of a click, both using the same database. I liked the ability to use the production database, because it's much more likely the new code (and my mods to it) will be tested. However, bold is not the same as foolhardy. I notice there are schema changes that involve deletion of columns, as well as addition. Even if I only do the additions (to start), I'm guessing that running the old code (which won't populate the new columns) and new code (which might become unhappy at seeing new tickets with null values in these new columns) might not be overly wise. Plan B is copy the prodution database, upgrade code-and-db, and test on the testbed. Safe, but it won't be tested as thoroughly by the staff. Any suggestions (just technial ones, please. Don't tell me to beat the staff with a stick :-) bobg From jesse at bestpractical.com Wed Feb 2 10:21:01 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Feb 2005 10:21:01 -0500 Subject: [rt-users] Upgrade strategy? In-Reply-To: <200502021512.j12FC9aA012081@remora.cc.uic.edu> References: <200502021512.j12FC9aA012081@remora.cc.uic.edu> Message-ID: <20050202152101.GV337@bestpractical.com> On Wed, Feb 02, 2005 at 09:12:09AM -0600, Bob Goldstein wrote: > > Any advice for 3.2.0->2.4.0 strategy? > > In the past, I've installed the new code in a new directory and > created two urls, so I could run either the new code or old at > the drop of a click, both using the same database. That's a reasonable strategy for minor version bumps but won't work between 3.2 and 3.4. > However, bold is not the same as foolhardy. I notice there are > schema changes that involve deletion of columns, as well as > addition. Even if I only do the additions (to start), I'm > guessing that running the old code (which won't populate the new > columns) and new code (which might become unhappy at seeing new > tickets with null values in these new columns) might not be > overly wise. Right. I suspect that it might be possible to do with a database with read/write views. But it's not something we planned for, tried or recommend. > Plan B is copy the prodution database, upgrade code-and-db, > and test on the testbed. Safe, but it won't be tested > as thoroughly by the staff. Any suggestions (just technial > ones, please. Don't tell me to beat the staff with a stick :-) That's the right thing to do. Perhaps it's worth offering some sort of carrot to the staffmember who best-tests the new system or finds the most issues on the testbed server. Jesse From sheeri.kritzer at tufts.edu Wed Feb 2 10:34:43 2005 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Wed, 2 Feb 2005 10:34:43 -0500 Subject: [rt-users] Upgrade strategy? In-Reply-To: <20050202152101.GV337@bestpractical.com> References: <200502021512.j12FC9aA012081@remora.cc.uic.edu> <20050202152101.GV337@bestpractical.com> Message-ID: <1107358483.4200f3138acf0@webmail.tufts.edu> Bob, We have what Jesse suggests -- a test server (which, when it's not being used for testing, is happily replicating the production database, so we have a failover RT server and database just in case). When we upgrade, we break replication, upgrade the test server, and test. Our testing does not have users test it -- if they did, they'd be putting stuff into tickets, and we don't propogate that information back, just in case there is a problem with the newer version. Anyway, we have a testing checklist, which is quite long. It has on it everything from bugs we've seen in the past (every time we upgrade we test to make sure that you can't merge 2 tickets into each other, making sure that certain scrips still work, etc) and our site customizations (history with most recent on top, history itself on top and the basics/links/people/etc on the bottom, etc). The testing checklist really does test everything, refers to specific RT bugs we've had in the past (what we've found and customer complaints). We add to it whenever we do a site customization or find and fix a bug. We check it whenever we do an upgrade (we diff the files in the local directory with their counterparts in the html directory, just in case we modified code and didn't put it in the test plan). Hope this is helpful. It has been really helpful to us, especially because we know we've gotten all the bugs we've had before, we don't revert back to a non-customized version, etc. The testing plan also has things like "e-mail a ticket into rt" and "resolve using RTFM" to find major bugs. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting Jesse Vincent : > > > > On Wed, Feb 02, 2005 at 09:12:09AM -0600, Bob Goldstein wrote: > > > > Any advice for 3.2.0->2.4.0 strategy? > > > > In the past, I've installed the new code in a new directory and > > created two urls, so I could run either the new code or old at > > the drop of a click, both using the same database. > > That's a reasonable strategy for minor version bumps but won't work > between 3.2 and 3.4. > > > However, bold is not the same as foolhardy. I notice there are > > schema changes that involve deletion of columns, as well as > > addition. Even if I only do the additions (to start), I'm > > guessing that running the old code (which won't populate the new > > columns) and new code (which might become unhappy at seeing new > > tickets with null values in these new columns) might not be > > overly wise. > > Right. I suspect that it might be possible to do with a database with > read/write views. But it's not something we planned for, tried or > recommend. > > > > Plan B is copy the prodution database, upgrade code-and-db, > > and test on the testbed. Safe, but it won't be tested > > as thoroughly by the staff. Any suggestions (just technial > > ones, please. Don't tell me to beat the staff with a stick :-) > > That's the right thing to do. Perhaps it's worth offering some sort of > carrot to the staffmember who best-tests the new system or finds the > most issues on the testbed server. > > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From victoria at rambler-co.ru Wed Feb 2 10:35:01 2005 From: victoria at rambler-co.ru (Kalinitcheva Victoria) Date: Wed, 2 Feb 2005 18:35:01 +0300 Subject: [rt-users] RT 3.4.0 -- 2 Nobody Message-ID: <291ABF6CBE162F45B006AFF7AB770B8805CA76DE@office.rambler.stack.net> Hello, I use RT 3.4.0 with PostgreSQL 7.4.5, Apache/1.3.31 on FreeBSD 4.10-RELEASE. 2 users with name "Nobody" showing up in the list of possible ticket owners for a queue. How I should solve this problem? In a database such user only one: rt3=> SELECT id,name from users where name='Nobody'; id | name ----+-------- 10 | Nobody (1 row) -- Yours faithfully, Victoria From jesse at bestpractical.com Wed Feb 2 10:42:31 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Feb 2005 10:42:31 -0500 Subject: [rt-users] RT 3.4.0 -- 2 Nobody In-Reply-To: <291ABF6CBE162F45B006AFF7AB770B8805CA76DE@office.rambler.stack.net> References: <291ABF6CBE162F45B006AFF7AB770B8805CA76DE@office.rambler.stack.net> Message-ID: <20050202154231.GW337@bestpractical.com> On Wed, Feb 02, 2005 at 06:35:01PM +0300, Kalinitcheva Victoria wrote: > Hello, > > I use RT 3.4.0 with PostgreSQL 7.4.5, Apache/1.3.31 on FreeBSD 4.10-RELEASE. > > 2 users with name "Nobody" showing up in the list of possible ticket owners > for a queue. > How I should solve this problem? Can you email us database logs for when RT is generating the page with the "Select Owner" widget on it? From sturner at MIT.EDU Wed Feb 2 10:49:22 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 02 Feb 2005 10:49:22 -0500 Subject: [rt-users] Upgrade strategy? In-Reply-To: <1107358483.4200f3138acf0@webmail.tufts.edu> References: <20050202152101.GV337@bestpractical.com> <200502021512.j12FC9aA012081@remora.cc.uic.edu> <20050202152101.GV337@bestpractical.com> Message-ID: <5.2.1.1.2.20050202104829.01eb8308@po14.mit.edu> At Wednesday 2/2/2005 10:34 AM, Sheeri Kritzer wrote: >Anyway, we have a testing checklist, which is quite long. Sheeri, I'd be interested to see the checklist, if you'd be willing to share it. Thanks, Steve From jesse at bestpractical.com Wed Feb 2 11:27:40 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Feb 2005 11:27:40 -0500 Subject: [rt-users] Question about SendEmail.pm In-Reply-To: <1107352922.4943.16.camel@localhost.localdomain> References: <1107352922.4943.16.camel@localhost.localdomain> Message-ID: <20050202162740.GY337@bestpractical.com> > Hmmm. Surely the SendEmail.pm perl module doesn't scribble on the > postfix queue directly; I don't think that's supported. No. RT generally opens /usr/sbin/sendmail (or whateveryou've configured) and pipes the message to it, just like you'd do with cat "/tmp/msgfile" |/usr/sbin/sendmail -oi -t > ---end--- > > So, can anyone answer that question/statement? > > I would like to get RT working with SElinux enabled instead of turning > it off. Since SElinux isn't going away, fixing the SElinux policies is > the preferred solution. It'll benefit the entire RT community. > > Regards, > > Ranbir > -- > Kanwar Ranbir Sandhu > Linux Consultant > Systems Aligned Inc. > www.systemsaligned.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From Richard.Ellis at Sun.COM Wed Feb 2 11:37:03 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Wed, 02 Feb 2005 16:37:03 +0000 Subject: [rt-users] Minor bug in rt installer? In-Reply-To: <20050202054644.05E494D8129@diesel.bestpractical.com> References: <20050202054644.05E494D8129@diesel.bestpractical.com> Message-ID: <1107362222.7854.164.camel@sr-egmp02-11> Not sure if it is a bug or just our box, but when running make testdeps on two separate systems, one works perfectly, but the second box, which didn't have Module::Refresh installed, the installation fails. Module::Refresh 0.03...MISSING MYSQL dependencies: make: *** [testdeps] Bus Error (core dumped) Manually installing Module::Refresh and manually updating DBD::mysql solves the testdeps issue. Solaris 9 on SPARC Enterprise 420R 4 processors perl 5.8.3 From jesse at bestpractical.com Wed Feb 2 11:47:12 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Feb 2005 11:47:12 -0500 Subject: [rt-users] Minor bug in rt installer? In-Reply-To: <1107362222.7854.164.camel@sr-egmp02-11> References: <20050202054644.05E494D8129@diesel.bestpractical.com> <1107362222.7854.164.camel@sr-egmp02-11> Message-ID: <20050202164712.GC337@bestpractical.com> On Wed, Feb 02, 2005 at 04:37:03PM +0000, Richard Ellis wrote: > Not sure if it is a bug or just our box, but when running make testdeps > on two separate systems, one works perfectly, but the second box, which > didn't have Module::Refresh installed, the installation fails. That was a symptom of a very early version of Module::Refresh. are you sure it wasn't there? > > Module::Refresh 0.03...MISSING > MYSQL dependencies: > make: *** [testdeps] Bus Error (core dumped) > > Manually installing Module::Refresh and manually updating DBD::mysql > solves the testdeps issue. > > Solaris 9 on SPARC Enterprise 420R 4 processors > perl 5.8.3 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jlee110 at yahoo.com Wed Feb 2 11:49:46 2005 From: jlee110 at yahoo.com (James Lee) Date: Wed, 2 Feb 2005 08:49:46 -0800 (PST) Subject: [rt-users] 1 apache serving 2 RT instance Message-ID: <20050202164946.91522.qmail@web51703.mail.yahoo.com> hi, i'm using RT 3.2.2 with apache 1.3. is it possible to use 1 apache server to access 2 seperate install of RT? currently i already have the apache server accessing 1 instance of RT. i want to install another RT into a seperate directory and use the same apache to access both RT. if anyone has any details on this setup i would appreciate any info you could provide. thanks jim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From eslittles at ucdavis.edu Wed Feb 2 12:12:12 2005 From: eslittles at ucdavis.edu (Everett Littles) Date: Wed, 2 Feb 2005 09:12:12 -0800 Subject: [rt-users] Reports and Other Modules Message-ID: <945EE764-753D-11D9-A328-000D936CF752@ucdavis.edu> I am looking for a reports module for RT and am also interested in other modules. Any one know a good resource for these if they exist? Thanks. From jamyles at mtu.edu Wed Feb 2 11:54:28 2005 From: jamyles at mtu.edu (Joshua Myles) Date: Wed, 02 Feb 2005 11:54:28 -0500 Subject: [rt-users] 1 apache serving 2 RT instance In-Reply-To: <20050202164946.91522.qmail@web51703.mail.yahoo.com> References: <20050202164946.91522.qmail@web51703.mail.yahoo.com> Message-ID: <420105C4.5020502@mtu.edu> James Lee wrote: > hi, > i'm using RT 3.2.2 with apache 1.3. is it possible to > use 1 apache server to access 2 seperate install of > RT? Yes, using FastCGI. http://wiki.bestpractical.com/index.cgi?MultipleInstances Josh From bestpractical at vipercode.com Wed Feb 2 12:05:32 2005 From: bestpractical at vipercode.com (Thomas Yandell) Date: Wed, 2 Feb 2005 17:05:32 -0000 (GMT) Subject: [rt-users] [bug] fastcgi mime types Message-ID: <54793.62.189.77.221.1107363932.squirrel@mail.yandell.me.uk> Hi I have just installed request tracker 3 on debian sarge with fastcgi and apache. The image that displays on the top right hand corner of the login screen is not displayed because the mime type that is returned is text/html. https://secure.vipercode.com/rt/NoAuth/images//bplogo.gif I found this message: http://lists.bestpractical.com/pipermail/rt-devel/2002-January/001883.html - Is this the same problem that this message refers to? - Is there any chance that this will be addressed in the near future? - Would a patch that fixes this be welcomed? Regards, Tom From jesse at bestpractical.com Wed Feb 2 12:30:37 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Feb 2005 12:30:37 -0500 Subject: [rt-users] [bug] fastcgi mime types In-Reply-To: <54793.62.189.77.221.1107363932.squirrel@mail.yandell.me.uk> References: <54793.62.189.77.221.1107363932.squirrel@mail.yandell.me.uk> Message-ID: <20050202173037.GG337@bestpractical.com> On Wed, Feb 02, 2005 at 05:05:32PM -0000, Thomas Yandell wrote: > Hi > > I have just installed request tracker 3 on debian sarge with fastcgi and > apache. The image that displays on the top right hand corner of the login > screen is not displayed because the mime type that is returned is > text/html. Can you confirm that this issue still happens with RT 3.2.3rc2? I'm pretty suire it's been taken care of. From l-rt at infochi.com Wed Feb 2 12:49:04 2005 From: l-rt at infochi.com (l-rt at infochi.com) Date: Wed, 2 Feb 2005 10:49:04 -0700 (MST) Subject: [rt-users] Perl trouble - before I can install rt-3.4.0 Message-ID: Hey all, first I will admit that I am slowly learning stuff relating to perl, but for many reasons I desire to. I have what will probably be a simple qusetion. When executing the line in step 3.2 in the readme to install the unsatisfied dependancies, I get the following as the output on the unix box I am working with. I was wondering, can anyone point me in a good direction to deal with this one? Thanks in advance, Dan Command I used is first. perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install perl: 5.8.3users: rt group (rt)...MISSING bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...MISSING web group (www)...MISSING MASON dependencies: Params::Validate 0.02...MISSING Number found where operator expected at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 484, near "<= 60 && -s _ > 0" (Missing operator before 0?) syntax error at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 484, near "<= 60 && -s _ > 0" Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 496. Global symbol "$overwrite_local" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 497. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 498. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 500. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 500. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 500. Global symbol "$overwrite_local" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 501. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 502. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 503. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 506. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 506. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 506. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 507. Global symbol "$loopcount" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 507. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 508. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 511. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 511. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 511. Global symbol "$loopcount" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 512. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 513. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 514. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 517. Global symbol "$m" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 517. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 517. Global symbol "$mby" requires explicit package name at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 522. syntax error at /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm line 524, near "}" /usr/lib/perl5/5.8.4/CPAN/FirstTime.pm has too many errors. Compilation failed in require at /usr/lib/perl5/5.8.4/CPAN.pm line 1239. From stephen.quinney at computing-services.oxford.ac.uk Wed Feb 2 13:21:53 2005 From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney) Date: Wed, 2 Feb 2005 18:21:53 +0000 Subject: [rt-users] [bug] fastcgi mime types In-Reply-To: <54793.62.189.77.221.1107363932.squirrel@mail.yandell.me.uk> References: <54793.62.189.77.221.1107363932.squirrel@mail.yandell.me.uk> Message-ID: <20050202182153.GA20229@computing-services.oxford.ac.uk> On Wed, Feb 02, 2005 at 05:05:32PM -0000, Thomas Yandell wrote: > > I have just installed request tracker 3 on debian sarge with fastcgi and > apache. The image that displays on the top right hand corner of the login > screen is not displayed because the mime type that is returned is > text/html. > > https://secure.vipercode.com/rt/NoAuth/images//bplogo.gif > I presume you are using the Debian package? I have come across this problem before. Do you have the following stanza in the relevant bit of your apache config (VirtualHost or whatever)? SetHandler default-handler If not, give it a try and see if it helps. I think the problem is caused by the request for the image being sent via the RT::Mason handler, that stanza should make it do the correct thing instead. Stephen Quinney From jesse at bestpractical.com Wed Feb 2 13:29:06 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Feb 2005 13:29:06 -0500 Subject: [rt-users] [bug] fastcgi mime types In-Reply-To: <20050202182153.GA20229@computing-services.oxford.ac.uk> References: <54793.62.189.77.221.1107363932.squirrel@mail.yandell.me.uk> <20050202182153.GA20229@computing-services.oxford.ac.uk> Message-ID: <20050202182906.GQ337@bestpractical.com> > > I think the problem is caused by the request for the image being sent > via the RT::Mason handler, that stanza should make it do the correct > thing instead. html/NoAuth/images/autohandler should also make this dtrt. > From stephen.quinney at computing-services.oxford.ac.uk Wed Feb 2 13:27:28 2005 From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney) Date: Wed, 2 Feb 2005 18:27:28 +0000 Subject: [rt-users] [bug] fastcgi mime types In-Reply-To: <20050202182906.GQ337@bestpractical.com> References: <54793.62.189.77.221.1107363932.squirrel@mail.yandell.me.uk> <20050202182153.GA20229@computing-services.oxford.ac.uk> <20050202182906.GQ337@bestpractical.com> Message-ID: <20050202182728.GA20337@computing-services.oxford.ac.uk> On Wed, Feb 02, 2005 at 01:29:06PM -0500, Jesse Vincent wrote: > > > > > I think the problem is caused by the request for the image being sent > > via the RT::Mason handler, that stanza should make it do the correct > > thing instead. > > html/NoAuth/images/autohandler should also make this dtrt. > aha, this isn't there in RT3.0.12 but is there in RT3.2 and beyond. I think the apache config change should be a sufficient workaround for the problem. Thanks, Stephen Quinney From sturner at MIT.EDU Wed Feb 2 13:35:02 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 02 Feb 2005 13:35:02 -0500 Subject: [rt-users] 1 apache serving 2 RT instance In-Reply-To: <20050202164946.91522.qmail@web51703.mail.yahoo.com> Message-ID: <5.2.1.1.2.20050202133151.01ed35d8@po14.mit.edu> At Wednesday 2/2/2005 11:49 AM, James Lee wrote: >hi, >i'm using RT 3.2.2 with apache 1.3. is it possible to >use 1 apache server to access 2 seperate install of >RT? currently i already have the apache server >accessing 1 instance of RT. i want to install another >RT into a seperate directory and use the same apache >to access both RT. if anyone has any details on this >setup i would appreciate any info you could provide. >thanks >jim Depends exactly what you mean by "1 apache server". If you mean one running apache instance, you need to use fastcgi. If you mean one apache installation, you can run two separate apache instances (with different configs) and use either fastcgi or modperl. Steve From vicki at progeny.com Wed Feb 2 13:32:25 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Wed, 02 Feb 2005 13:32:25 -0500 Subject: [rt-users] configure option to specify mysql and perl path Message-ID: <1107369145.10605.53.camel@oz.progeny.com> I am have a working rt system that I inherited. I want to upgrade it, but unfortunately this requires updating mysql and perl as well. I would like to install a parallel setup from tarballs so that I can confirm that all will work before dumping my working rt system. I downloaded the new version of rt. I also have a new version of mysql and perl, but I don't see a way to specify the paths to these in the configure script for rt. Is this possible? Vicki From steve at n2sw.com Wed Feb 2 14:58:51 2005 From: steve at n2sw.com (steve) Date: Wed, 02 Feb 2005 14:58:51 -0500 Subject: [rt-users] each queue seperate email address Message-ID: <420130FB.8060800@n2sw.com> hi all, am going to be using fetchmail to grab our mail from its location into the rt server. currently have about 10 queus, with about 3000 users, i would like to know which way would be more desirable to have one email address rt at example.org, or to have rt-queue1 at example.org rt-queue2 at example.org etc... if i have only one email adress how would i propogate the emails to the proper queue thanx steve rieger From Millard.Matt at principal.com Wed Feb 2 16:27:29 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Wed, 2 Feb 2005 15:27:29 -0600 Subject: [rt-users] rt2.0.15 PostgreSQL to rt3.4.0 MySQL Message-ID: <6201DF063335254BA0D6AA7053D101170A62A1A8@pfgdsmmbx006.principalusa.corp.principal.com> Trying to go from rt2.0.15 PostgreSQL to rt3.4.0 MySQL and I'm getting some errors when I try and load the dump created by rt2-to-dumpfile with dumpfile-to-rt3. Any ideas as to what's going on? Original Server: rt2.0.15, Red Hat Linux 7.3, Perl 5.6.1, Postgresql 7.2.4 (Dual PII-266MHz, 190MB memory, 8000 tickets) New Server: rt3.4.0, Red Hat Enterprise Linux, Perl 5.8.6, MySQL 4.1.9 (Dual Xeon 3.4GHz, 4GB memory) [root at ul174 rt2-to-rt3-1.23]# ./dumpfile-to-rt-3.0 /rt Use of uninitialized value in concatenation (.) or string at /rt/rt3.4/etc/RT_SiteConfig.pm line 56. Use of uninitialized value in concatenation (.) or string at /rt/rt3.4/etc/RT_SiteConfig.pm line 60. Importing users uCreating user joe.blow at principal.com .uCreating user joe.blow at prinicpal.com . . . Importing groups grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrfffffqqqqqqqqqqImporting ticketsImporting links l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef3bfc) tried to load a bogus ticket: 34 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef5dd8) tried to load a bogus ticket: 254 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ee0954) tried to load a bogus ticket: 385 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9eeb324) tried to load a bogus ticket: 385 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef5e38) tried to load a bogus ticket: 386 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9eed4a8) tried to load a bogus ticket: 386 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eeb39c) tried to load a bogus ticket: 390 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee7378) tried to load a bogus ticket: 157 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede988) tried to load a bogus ticket: 391 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ef5dd8) tried to load a bogus ticket: 392 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede7f0) tried to load a bogus ticket: 491 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eed538) tried to load a bogus ticket: 684 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ef3bfc) tried to load a bogus ticket: 746 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eef6d0) tried to load a bogus ticket: 777 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee72b8) tried to load a bogus ticket: 849 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee9444) tried to load a bogus ticket: 850 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede988) tried to load a bogus ticket: 899 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eed490) tried to load a bogus ticket: 926 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede9dc) tried to load a bogus ticket: 1017 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9f424c0) tried to load a bogus ticket: 1149 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eeb150) tried to load a bogus ticket: 1184 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede8ec) tried to load a bogus ticket: 1320 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9edea84) tried to load a bogus ticket: 1655 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eef634) tried to load a bogus ticket: 2092 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee0954) tried to load a bogus ticket: 2245 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eed4c0) tried to load a bogus ticket: 2343 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede970) tried to load a bogus ticket: 2353 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee72b8) tried to load a bogus ticket: 1684 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee9444) tried to load a bogus ticket: 2485 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee099c) tried to load a bogus ticket: 2485 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee9378) tried to load a bogus ticket: 2732 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9f412c0) tried to load a bogus ticket: 2731 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:12:00 2005] [crit]: RT::Ticket=HASH(0x9ede874) tried to load a bogus ticket: 2728 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:12:00 2005] [crit]: RT::Ticket=HASH(0x9ede97c) tried to load a bogus ticket: 2752 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) Could not create scrip: On Correspond Notify Owner With Attach with template Correspondence in queue0 -- $VAR1 = { 'ScripCondition' => 'On Correspond', 'ScripAction' => 'Notify Owner With Attach', 'Queue' => '0', 'Template' => 'Correspondence', 'Description' => 'Imported from RT 2.0' }; - may be due to a non-standard template, condition or action Could not create scrip: On Correspond Notify Requestors, Ccs and AdminCcs With Attach with template Correspondence in queue #0 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Matt Autoreply in queue #6 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Midrange Auto Response in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Owner Change Notify Owner with template Assigned in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Ticket Pickup Open Ticket with template blank in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Owner Change Open Ticket with template blank in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Quote Autoreply in queue #9 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template To Do Reply in queue #10 - may be due to a non-standard template, condition or action Couldn't create link from fsck.com-rt:/ticket/254 to fsck.com-rt:/ticket/270 Couldn't create link from fsck.com-rt:/ticket/385 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/386 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/390 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/157 to fsck.com-rt:/ticket/390 Couldn't create link from fsck.com-rt:/ticket/391 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/392 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/777 to fsck.com-rt:/ticket/391 Couldn't create link from fsck.com-rt:/ticket/849 to fsck.com-rt:/ticket/392 Couldn't create link from fsck.com-rt:/ticket/850 to fsck.com-rt:/ticket/385 Couldn't create link from fsck.com-rt:/ticket/2485 to fsck.com-rt:/ticket/158 -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. 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From JPriddy at ftisoft.com Wed Feb 2 18:32:26 2005 From: JPriddy at ftisoft.com (Priddy, John) Date: Wed, 2 Feb 2005 18:32:26 -0500 Subject: [rt-users] Perl trouble - before I can install rt-3.4.0 Message-ID: <76C898B8C70415488F6EE54B2CBEC824027FA3E7@usexnode1.ftisoftus.com> I wouldn't say I know anything about perl or rt but ill venture a guess... Have you run cpan before? I had a similiar error not more than 20 mins ago on a test rhel 3 server on which I just upgraded perl. Try running : cpan or perl MCPAN -e -------------------------- Sent from my BlackBerry Wireless Handheld PIN# 3004A1F5 John Priddy NT Systems Administrator Financial Technologies International 22 Cortlandt Street 22nd Floor New York, NY 10007 Tel: +1 (212) 798-7166 Fax: +1 (212) 798-7238 -------------------------- From johan at theinternetone.net Wed Feb 2 19:51:35 2005 From: johan at theinternetone.net (Johan Jonkers) Date: Wed, 02 Feb 2005 18:51:35 -0600 Subject: [rt-users] problem with migrating from rt2 to rt3 Message-ID: <42017597.1030506@theinternetone.net> Hi, I'm trying to migrate a rt2 database to an rt3 database using version 1.23 of the migration tool. I've followed the instructions and at first the dump to file seemed be be going well. However, during import I got messages like: [Wed Feb 2 23:00:30 2005] [error]: Could not create a new user - (/usr/share/request-tracker3/lib/RT/User_Overlay.pm:284) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 14676' }; and that for ever user there is. In the metadata file, there are only id fields for the user and no realname, passwd or email value or anything. I have tried searching on the net to see if anyone had a similar problem but so far I have found nothing. Is there anyone on this list that might have an idea what could be wrong? The complete rt2 version is 2.0.11, and am using mysql 4.1.3. (have been for years without problems). Thanks for any help, Johan Jonkers From rt at chaka.net Wed Feb 2 21:29:09 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 2 Feb 2005 21:29:09 -0500 Subject: [rt-users] configure option to specify mysql and perl path In-Reply-To: <1107369145.10605.53.camel@oz.progeny.com> References: <1107369145.10605.53.camel@oz.progeny.com> Message-ID: <20050203022909.GA20353@chaka.net> ./configure --help On Wed, Feb 02, 2005 at 01:32:25PM -0500, Vicki Stanfield wrote: > I am have a working rt system that I inherited. I want to upgrade it, > but unfortunately this requires updating mysql and perl as well. I would > like to install a parallel setup from tarballs so that I can confirm > that all will work before dumping my working rt system. I downloaded the > new version of rt. I also have a new version of mysql and perl, but I > don't see a way to specify the paths to these in the configure script > for rt. Is this possible? > > Vicki > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From seph at directionless.org Wed Feb 2 22:49:02 2005 From: seph at directionless.org (seph) Date: Wed, 02 Feb 2005 22:49:02 -0500 Subject: [rt-users] Re: Creating a ticket externally In-Reply-To: <6.1.1.1.0.20050131110705.03852030@mail.wyops.com> (brandon-l@wyops.com's message of "Mon, 31 Jan 2005 11:12:26 -0700") References: <6.1.1.1.0.20050131110705.03852030@mail.wyops.com> Message-ID: > What I have figured out is I don't want to add the data directly into > the database. I want to use RT's API to create the ticket. yup, don't talk sql. that way is only pain. > So working from a remote machine, I assume I should be able to install > the Perl modules associated with RT to do this? > > I hope I wouldn't have to do a full install of RT remotely. Has > anyone done anything like this, or could point to a bit of information > on how to do this? Any help would be appreciated. If you wanted to use the api directly, I think you'd need a full RT install, and then it'd talk to the remote db. It seems more sensible to talk to the POST interface the mailgate uses, or the new atom one I hear about. You could also just post values to the web form. seph From seph at directionless.org Wed Feb 2 22:56:05 2005 From: seph at directionless.org (seph) Date: Wed, 02 Feb 2005 22:56:05 -0500 Subject: [rt-users] Re: mysql user 'rt_user'@'localhost' privileges at appropriate level? In-Reply-To: <693b146050131195345f03793@mail.gmail.com> (Benji Wakely's message of "Tue, 1 Feb 2005 14:53:46 +1100") References: <693b146050131195345f03793@mail.gmail.com> Message-ID: > What privs are necessary for this user? I usually pull it out of the install scripts when I need to remember. > I have granted 'all' on the rt3 database, which is fine, > but what's the most restrictive privs I can set up for the rest of the > mysql installation? The rt user doesn't need any access to the rest of the mysql install, so none... seph From seph at directionless.org Wed Feb 2 22:58:18 2005 From: seph at directionless.org (seph) Date: Wed, 02 Feb 2005 22:58:18 -0500 Subject: [rt-users] Re: rt-user password In-Reply-To: <32879.62.77.191.193.1107259344.squirrel@mail.virtualaccess.com> (ravin mathoora's message of "Tue, 1 Feb 2005 12:02:24 -0000 (GMT)") References: <32879.62.77.191.193.1107259344.squirrel@mail.virtualaccess.com> Message-ID: > Hi, if anyone knows this off the top their heads: > > what is the default/initial password that the user 'rt_user' created with > in the mysql database? There isn't one. It's whatever you told the install script. seph From stephen at hknet.com Thu Feb 3 02:16:57 2005 From: stephen at hknet.com (Stephen Fung) Date: Thu, 03 Feb 2005 15:16:57 +0800 Subject: [rt-users] RT-LDAP Authentication Redux In-Reply-To: <6.1.2.0.2.20050202095455.04349b60@csipop.uned.es> References: <6.1.2.0.2.20050202095455.04349b60@csipop.uned.es> Message-ID: <4201CFE9.5060408@hknet.com> I have tested LDAP auth with 3.2.2 and now testing it with 3.4.0. Hope that I can answer you questions. Francisco Javier Mart?nez Martinez wrote: > Cheers. > > The previus mails due to the answers begins to be a mess, by the way I > am going to Redux the request: > > - I had installed RT 3.2.2 in a Fedora 3 box, with Apache 2 and MySQL > - I had an external LDAP server, which stores among others fields the > mail addresses - passwords. > - I want that the RT checks user/passwords against the LDAP server > directly, not delegating in the Apache. > - The mail address is UID in the LDAP :-). > - I had put the following lines in my RT_SiteConfig, there is no need to > use passwords for binding to our internal LDAP : > > Set($WebExternalAuth , undef); > $LDAPExternalAuth = 1; # will enable LDAP-Auth > $LdapServer="ldap.mydomain.com"; # LDAP server for authentication > $LdapUser=""; # user name for binding > $LdapPass=""; # password for binding > $LdapBase="ou=Inte,dc=mydomain,dc=com"; # search base > $LdapUidAttr="uid"; # attribute for RT user name > $LdapFilter="(objectclass=*)"; # additional filter > > - I had created (copy of Ruediger Riediger?s one) a file for LDAP > Overlay called User_Local.pm as I had found in varius request, following > the recomendations of > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT I had put > this file in both routes RTroot/local/lib/RT/ and RTroot/lib/RT. > > - I had installed the CPAN modules Net::LDAP and Net::SSLeay. But we do > not need TLS communications at least for the moment. > > After all, RT seems to authenticate users against his own DB, there is > not activities nor communications between RT server and LDAP server. If you are using the module from http://www.justatheory.com/computers/programming/perl/rt/User_Local.pm.ldap, users will be authenticated against RT's DB if the password matched. If you are using the module from http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz, users will be authenticated against LDAP ONLY if their passwords are never set in RT's DB(i.e. password = '*NO-PASSWORD*'). > > My mainly requests are: > > Is the LDAP activated with the lines put above? If yes in which part of > RT_SiteConfig it should to live? > What should be the value of Set($WebExternalAuth (I wonder that It > should be undef) ? You should leave it as undef. > Where should live User_Local.pm and whith what attributes? I just put it inside /lib/RT and it works. > What about /usr/local/rt3/local/html/autohandler, Should It be modified? I never use it. > Is TLS communications mandatory for this authentication? No. > > Thanks in advance and mainly to Steve and Ruediger Riediger for his > kindly and quickly answers. > > Best regards. > > > > > > > > > > > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Markus.Scheffknecht at t-systems.com Thu Feb 3 02:52:52 2005 From: Markus.Scheffknecht at t-systems.com (Markus.Scheffknecht at t-systems.com) Date: Thu, 3 Feb 2005 08:52:52 +0100 Subject: [rt-users] rt-mailgate: Only root can create Ticket Message-ID: <1B3F6DBF6C1A584C9FB833DE11BDED4802E2BE09@E8PBD.blf01.telekom.de> Hi everyone, I install RT 3.2.2 on Solaris 9 on x86 with qmail as a SMTP server. The request tracker systems works pretty fine, but I got some problems with the creation of tickets by email. Whenever I send a ticket to the email adresse I get the following error message: An Error Occurred ================= /501 Protocol scheme 'https' is not supported (Crypt::SSLeay not installed) This package is installed and I also installed Net::SSLeay, because I read about this package in the mailinglist. Still the same problem. When I try (as root): cat mail.txt | /usr/local/rt3/bin/rt-mailgate -action correspond -queue help -https://rt.domain.com It works fine, the ticket is created, ..... Trying the same command as an different user => same problem as before My idea is that there is a problem with the permissions so I set the rights for perl to 0777. I did the same for the SSL directory. I hope anyone has an idea to solve my problem Markus Scheffknecht -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Thu Feb 3 03:55:02 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Thu, 3 Feb 2005 08:55:02 +0000 (GMT) Subject: [rt-users] Approvals in RT In-Reply-To: <20050202213316.D41EB4D80EC@diesel.bestpractical.com> Message-ID: <20050203085502.26490.qmail@web26606.mail.ukl.yahoo.com> I'm running rt 3.2.2 on redhat linux 8.0, apache 1.1.9 with mod_perl 1, perl 5.8.6 and mysql 4.1.9. I want a situation when an approval ticket is created once any ticket is resolved and an email is sent to the AdminCC and some other people when this is done. Can anyone help out please? I checked rt.log but there was no message in there. I copied the approval template in appendix 5 and i created the scrip as follows: Condition: On resolve Action: Create Tickets Template:Approval. The Approval template I'm using is: Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: QueueName Content: Someone has created a ticket. you should review and approve it, so they can finish their work. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Valter.Lelli at think3.com Thu Feb 3 03:57:32 2005 From: Valter.Lelli at think3.com (Valter Lelli) Date: Thu, 3 Feb 2005 09:57:32 +0100 Subject: [rt-users] RTFM button not displayed in Rt window Message-ID: Hi all, rt-3.0.10-3 on redhat ES 3.0 installed using yum RTFM-2.0.4 mysql-server-3.23.58-1.9 libdbi-dbd-mysql-0.6.5-5 mysql-3.23.58-1.9 --------- RT works fine RTFM 'make install' was ok and all FM_* tables are created in rt database But there is no button in RT page to connect to the knowleadgebase . In RTFM Makefile the following setup was used: --------- INSTALL = /bin/sh ./install-sh -c ##RT_PREFIX = /opt/rt RT_PREFIX = /usr/lib/rt CONFIG_FILE_PATH = $(RT_PREFIX)/etc CONFIG_FILE = $(CONFIG_FILE_PATH)/RT_Config.pm RT_LIB_PATH = $(RT_PREFIX)/lib RT_LEXICON_PATH = $(RT_PREFIX)/local/po MASON_HTML_PATH = $(RT_PREFIX)/share/html #RT_SBIN_PATH = $(RT_PREFIX)/sbin/ RT_SBIN_PATH = /usr/sbin/ ----------- (Note: I run 2 times the Makefile changing RT_PREFIX: 1st run RT_PREFIX = /var/rt 2nd run RT_PREFIX = /usr/lib/rt (after dropping FM_* tables) Any help is appreciated. Thanks, Valter From stephen at jadevine.org.uk Thu Feb 3 03:59:44 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Thu, 3 Feb 2005 08:59:44 +0000 Subject: [rt-users] RT3.4 packages for Debian Message-ID: <20050203085944.GA27301@computing-services.oxford.ac.uk> I am happy to announce the availability of the first Debian packages for RT3.4. I have uploaded them to Debian but it will be a few weeks before they pass through the various checks to get into the archive. In the meantime you can get the necessary bits from: http://www.jadevine.org.uk/request-tracker/ You will want request-tracker3.4_3.4.0-1_all.deb and rt3.4-clients_3.4.0-1_all.deb At this stage I wouldn't be surprised if there are a few bugs in the packaging. If you find any please report them to me directly until the packages is officially accepted into the Debian archive. I will keep the RT3.4 packages in that directory up-to-date until they are accepted. Have fun, Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From tomisilori at yahoo.co.uk Thu Feb 3 04:01:19 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Thu, 3 Feb 2005 09:01:19 +0000 (GMT) Subject: [rt-users] Displaying tickets in all queues on the Web UI In-Reply-To: <20050202213316.D41EB4D80EC@diesel.bestpractical.com> Message-ID: <20050203090119.80073.qmail@web26609.mail.ukl.yahoo.com> I'm running rt 3.2.2 on redhat linux 8.0, apache 1.1.9 with mod_perl 1, perl 5.8.6 and mysql 4.1.9. I was using rt 3.0.11 before and I was able to display all tickets in all queues at once, howeve since i installed rt 3.2.2, I discovered that i can only view tickets per Queue from the home page.Please, can anyone confirm if it's possible to get this done on the web UI in rt 3.2.2. Thanks so much.......... --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From aking at gblx.net Thu Feb 3 03:51:06 2005 From: aking at gblx.net (Aubrey King) Date: Thu, 3 Feb 2005 03:51:06 -0500 (EST) Subject: [rt-users] no reply to requestors Message-ID: Using Debian Sarge and requestors receive no auto-reply even though the global variable is set. Ideas? Troubleshooting ideas? This is a recurrent problem that seems to be effected somehow by apt-get update && apt-get upgrade, but not sure what yet. Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator From ravin.mathoora at virtualaccess.com Thu Feb 3 04:17:53 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Thu, 3 Feb 2005 09:17:53 -0000 (GMT) Subject: [rt-users] Re: rt-user password In-Reply-To: References: <32879.62.77.191.193.1107259344.squirrel@mail.virtualaccess.com> Message-ID: <34130.62.77.191.193.1107422273.squirrel@mail.virtualaccess.com> There is one by default and it is ('rt_pass'), hope this helps >> Hi, if anyone knows this off the top their heads: >> >> what is the default/initial password that the user 'rt_user' created >> with >> in the mysql database? > > There isn't one. It's whatever you told the install script. > > seph > From victoria at rambler-co.ru Thu Feb 3 04:31:39 2005 From: victoria at rambler-co.ru (Kalinitcheva Victoria) Date: Thu, 3 Feb 2005 12:31:39 +0300 Subject: [rt-users] RT 3.4.0 -- 2 Nobody Message-ID: <291ABF6CBE162F45B006AFF7AB770B8805CA76F0@office.rambler.stack.net> > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, February 02, 2005 6:43 PM > To: Kalinitcheva Victoria > Cc: 'rt-users at lists.bestpractical.com' > Subject: Re: [rt-users] RT 3.4.0 -- 2 Nobody > > 2 users with name "Nobody" showing up in the list of > possible ticket > > owners for a queue. How I should solve this problem? > > Can you email us database logs for when RT is generating the > page with the "Select Owner" widget on it? Is it the necessary information? Feb 3 09:26:06 suppcard postgres[46361]: [96-1] LOG: duration: 1.466 ms statement: Feb 3 09:26:06 suppcard postgres[46361]: [97-1] LOG: duration: 0.330 ms statement: Feb 3 09:26:06 suppcard postgres[46361]: [98-1] LOG: duration: 0.846 ms statement: SET TIME ZONE 'GMT' Feb 3 09:26:06 suppcard postgres[46361]: [99-1] LOG: duration: 0.572 ms statement: SET DATESTYLE TO 'ISO' Feb 3 09:26:06 suppcard postgres[46361]: [100-1] LOG: duration: 17.246 ms statement: SELECT * FROM Users WHERE Feb 3 09:26:06 suppcard postgres[46361]: [100-2] LOWER(Name) = 'rt_system' Feb 3 09:26:06 suppcard postgres[46361]: [101-1] LOG: duration: 6.380 ms statement: SELECT * FROM Users WHERE LOWER(Name) Feb 3 09:26:06 suppcard postgres[46361]: [101-2] = 'nobody' Feb 3 09:26:06 suppcard postgres[46361]: [102-1] LOG: duration: 0.428 ms statement: Feb 3 09:26:06 suppcard postgres[46361]: [103-1] LOG: duration: 3.305 ms statement: SELECT a_session FROM sessions Feb 3 09:26:06 suppcard postgres[46361]: [103-2] WHERE id = 'ed48fe0453cbff19d60ecb0e87bd8a5a' FOR UPDATE Feb 3 09:26:06 suppcard postgres[46361]: [104-1] LOG: duration: 2.699 ms statement: SELECT * FROM Users WHERE id = '48' Feb 3 09:26:06 suppcard postgres[46361]: [105-1] LOG: duration: 32.571 ms statement: SELECT * FROM Groups WHERE Feb 3 09:26:06 suppcard postgres[46361]: [105-2] LOWER(Domain) = 'systeminternal' AND LOWER(Type) = 'privileged' Feb 3 09:26:06 suppcard postgres[46361]: [106-1] LOG: duration: 1.963 ms statement: SELECT * FROM Principals Feb 3 09:26:06 suppcard postgres[46361]: [106-2] WHERE LOWER(PrincipalType) = 'user' AND ObjectId = '48' Feb 3 09:26:06 suppcard postgres[46361]: [107-1] LOG: duration: 13.888 ms statement: SELECT * FROM GroupMembers Feb 3 09:26:06 suppcard postgres[46361]: [107-2] WHERE GroupId = '4' AND MemberId = '48' Feb 3 09:26:06 suppcard postgres[46361]: [108-1] LOG: duration: 3.078 ms statement: SELECT * FROM Tickets WHERE id = Feb 3 09:26:06 suppcard postgres[46361]: [108-2] '914' Feb 3 09:26:06 suppcard postgres[46361]: [109-1] LOG: duration: 18.552 ms statement: SELECT Feb 3 09:26:06 suppcard postgres[46361]: [109-2] ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifySelf') AND Feb 3 09:26:06 suppcard postgres[46361]: [109-3] Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = Feb 3 09:26:06 suppcard postgres[46361]: [109-4] CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '48' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = Feb 3 09:26:06 suppcard postgres[46361]: [109-5] 'RT::System' AND ACL.ObjectId = '1')) AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND Feb 3 09:26:06 suppcard postgres[46361]: [109-6] (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = Feb 3 09:26:06 suppcard postgres[46361]: [109-7] 'Personal')) ) LIMIT 1 Feb 3 09:26:06 suppcard postgres[46361]: [110-1] LOG: duration: 2.344 ms statement: SELECT * FROM Queues WHERE id = '1' Feb 3 09:26:06 suppcard postgres[46361]: [111-1] LOG: duration: 19.221 ms statement: Feb 3 09:26:06 suppcard postgres[46361]: [111-2] SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = Feb 3 09:26:06 suppcard postgres[46361]: [111-3] 'ModifyTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id Feb 3 09:26:06 suppcard postgres[46361]: [111-4] = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '48' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = Feb 3 09:26:06 suppcard postgres[46361]: [111-5] 'RT::Ticket' AND ACL.ObjectId = '914') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ( ACL.PrincipalId = Feb 3 09:26:06 suppcard postgres[46361]: [111-6] Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Feb 3 09:26:06 suppcard postgres[46361]: [111-7] Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) LIMIT 1 Feb 3 09:26:06 suppcard postgres[46361]: [112-1] LOG: duration: 19.309 ms statement: Feb 3 09:26:06 suppcard postgres[46361]: [112-2] SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = Feb 3 09:26:06 suppcard postgres[46361]: [112-3] 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = Feb 3 09:26:06 suppcard postgres[46361]: [112-4] CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '48' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = Feb 3 09:26:06 suppcard postgres[46361]: [112-5] 'RT::Ticket' AND ACL.ObjectId = '914') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ( ACL.PrincipalId = Feb 3 09:26:06 suppcard postgres[46361]: [112-6] Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Feb 3 09:26:06 suppcard postgres[46361]: [112-7] Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) LIMIT 1 Feb 3 09:26:06 suppcard postgres[46361]: [113-1] LOG: duration: 19.233 ms statement: Feb 3 09:26:06 suppcard postgres[46361]: [113-2] SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = Feb 3 09:26:06 suppcard postgres[46361]: [113-3] 'OwnTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = Feb 3 09:26:06 suppcard postgres[46361]: [113-4] CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '48' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = Feb 3 09:26:06 suppcard postgres[46361]: [113-5] 'RT::Ticket' AND ACL.ObjectId = '914') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ( ACL.PrincipalId = Feb 3 09:26:06 suppcard postgres[46361]: [113-6] Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Feb 3 09:26:06 suppcard postgres[46361]: [113-7] Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) LIMIT 1 Feb 3 09:26:06 suppcard postgres[46361]: [114-1] LOG: duration: 17.965 ms statement: SELECT Feb 3 09:26:06 suppcard postgres[46361]: [114-2] ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SuperUser') AND Feb 3 09:26:06 suppcard postgres[46361]: [114-3] Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = Feb 3 09:26:06 suppcard postgres[46361]: [114-4] CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '48' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = Feb 3 09:26:06 suppcard postgres[46361]: [114-5] 'RT::System' AND ACL.ObjectId = '1')) AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND Feb 3 09:26:06 suppcard postgres[46361]: [114-6] (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = Feb 3 09:26:06 suppcard postgres[46361]: [114-7] 'Personal')) ) LIMIT 1 Feb 3 09:26:07 suppcard postgres[46360]: [336-1] LOG: duration: 1.607 ms statement: Feb 3 09:26:07 suppcard postgres[46360]: [337-1] LOG: duration: 0.369 ms statement: Feb 3 09:26:07 suppcard postgres[46360]: [338-1] LOG: duration: 0.901 ms statement: SET TIME ZONE 'GMT' Feb 3 09:26:07 suppcard postgres[46360]: [339-1] LOG: duration: 0.627 ms statement: SET DATESTYLE TO 'ISO' Feb 3 09:26:07 suppcard postgres[46360]: [340-1] LOG: duration: 9.474 ms statement: SELECT * FROM Users WHERE Feb 3 09:26:07 suppcard postgres[46360]: [340-2] LOWER(Name) = 'rt_system' Feb 3 09:26:07 suppcard postgres[46360]: [341-1] LOG: duration: 6.446 ms statement: SELECT * FROM Users WHERE Feb 3 09:26:07 suppcard postgres[46360]: [341-2] LOWER(Name) = 'nobody' Feb 3 09:26:07 suppcard postgres[46361]: [115-1] LOG: duration: 11.255 ms statement: SELECT main.* FROM Feb 3 09:26:07 suppcard postgres[46361]: [115-2] CustomFields main WHERE ((main.Disabled = '0')) AND ((main.LookupType = 'RT::User')or(main.LookupType = NULL)) ORDER BY Feb 3 09:26:07 suppcard postgres[46361]: [115-3] main.Name ASC Feb 3 09:26:07 suppcard postgres[46361]: [116-1] LOG: duration: 3.181 ms statement: SELECT main.* FROM Feb 3 09:26:07 suppcard postgres[46361]: [116-2] CustomFields main WHERE ((main.Disabled = '0')) AND ((main.LookupType = 'RT::Group')or(main.LookupType = NULL)) ORDER BY Feb 3 09:26:07 suppcard postgres[46361]: [116-3] main.Name ASC Feb 3 09:26:09 suppcard postgres[46361]: [117-1] LOG: duration: 1715.859 ms statement: Feb 3 09:26:09 suppcard postgres[46361]: [117-2] SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, Feb 3 09:26:09 suppcard postgres[46361]: [117-3] CachedGroupMembers CachedGroupMembers_4 WHERE ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = Feb 3 09:26:09 suppcard postgres[46361]: [117-4] Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = '0')or(Principals_1.Disabled Feb 3 09:26:09 suppcard postgres[46361]: [117-5] = '0')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = Groups_3.id AND Feb 3 09:26:09 suppcard postgres[46361]: [117-6] ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR Groups_3.Domain = Feb 3 09:26:09 suppcard postgres[46361]: [117-7] 'ACLEquivalence')) OR ( ( (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = 1) OR ( Groups_3.Domain = Feb 3 09:26:09 suppcard postgres[46361]: [117-8] 'RT::Ticket-Role' AND Groups_3.Instance = 914) ) AND Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = Feb 3 09:26:09 suppcard postgres[46361]: [117-9] 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 1) ) ORDER BY main.Name ASC Feb 3 09:26:09 suppcard postgres[46361]: [118-1] LOG: duration: 18.298 ms statement: SELECT * FROM Feb 3 09:26:09 suppcard postgres[46361]: [118-2] Groups WHERE Instance = '914' AND LOWER(Domain) = 'rt::ticket-role' AND LOWER(Type) = 'requestor' Feb 3 09:26:09 suppcard postgres[46361]: [119-1] LOG: duration: 13.192 ms statement: SELECT count(main.id) FROM GroupMembers main Feb 3 09:26:09 suppcard postgres[46361]: [119-2] WHERE ((main.GroupId = 4827)) Feb 3 09:26:09 suppcard postgres[46361]: [120-1] LOG: duration: 12.419 ms statement: SELECT main.* FROM GroupMembers main WHERE Feb 3 09:26:09 suppcard postgres[46361]: [120-2] ((main.GroupId = 4827)) Feb 3 09:26:09 suppcard postgres[46361]: [121-1] LOG: duration: 1.452 ms statement: SELECT * FROM Principals WHERE id = Feb 3 09:26:09 suppcard postgres[46361]: [121-2] '4825' Feb 3 09:26:09 suppcard postgres[46361]: [122-1] LOG: duration: 2.505 ms statement: SELECT * FROM Users WHERE id = Feb 3 09:26:09 suppcard postgres[46361]: [122-2] '4825' Feb 3 09:26:09 suppcard postgres[46361]: [123-1] LOG: duration: 18.180 ms statement: SELECT * FROM Feb 3 09:26:09 suppcard postgres[46361]: [123-2] Groups WHERE Instance = '914' AND LOWER(Domain) = 'rt::ticket-role' AND LOWER(Type) = 'cc' Feb 3 09:26:09 suppcard postgres[46361]: [124-1] LOG: duration: 12.669 ms statement: SELECT count(main.id) FROM GroupMembers main Feb 3 09:26:09 suppcard postgres[46361]: [124-2] WHERE ((main.GroupId = 4829)) Feb 3 09:26:09 suppcard postgres[46361]: [125-1] LOG: duration: 12.428 ms statement: SELECT main.* FROM GroupMembers main WHERE Feb 3 09:26:09 suppcard postgres[46361]: [125-2] ((main.GroupId = 4829)) Feb 3 09:26:09 suppcard postgres[46361]: [126-1] LOG: duration: 18.141 ms statement: SELECT * FROM Feb 3 09:26:09 suppcard postgres[46361]: [126-2] Groups WHERE Instance = '914' AND LOWER(Domain) = 'rt::ticket-role' AND LOWER(Type) = 'admincc' Feb 3 09:26:09 suppcard postgres[46361]: [127-1] LOG: duration: 13.644 ms statement: SELECT count(main.id) FROM GroupMembers main Feb 3 09:26:09 suppcard postgres[46361]: [127-2] WHERE ((main.GroupId = 4830)) Feb 3 09:26:09 suppcard postgres[46361]: [128-1] LOG: duration: 12.455 ms statement: SELECT main.* FROM GroupMembers main WHERE Feb 3 09:26:09 suppcard postgres[46361]: [128-2] ((main.GroupId = 4830)) -- Victoria From tomisilori at yahoo.co.uk Thu Feb 3 05:13:11 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Thu, 3 Feb 2005 10:13:11 +0000 (GMT) Subject: [rt-users] RT/Action/NotifyGroup.pm In-Reply-To: <41FF8C82.9000506@acronis.com> Message-ID: <20050203101311.5627.qmail@web26603.mail.ukl.yahoo.com> Please, can anyone help with this. I'm trying to use ruslan's notifygroup module from rt-crontool and i keep getting this error. please, can anyone help out? I ran rt-notify-group-admin from the command line and that ran without any error. please can i use that it from crontool? please, any help would be needed. The command I'm running from crontool is: [root at rt1 bin]# ./rt-crontool --search RT::Search::FromSQL --search-arg "Queue='VSATFaults' AND Status!='resolved'" --action RT::Action::NotifyGroup --action-arg Test --template-id 13 The error message I get is: "my" variable $search masks earlier declaration in same scope at ./rt-crontool line 107. "my" variable $tickets masks earlier declaration in same scope at ./rt-crontool line 116. Subroutine loc redefined at ./rt-crontool line 177. [Thu Feb 3 10:07:16 2005] [crit]: Can't call method "CreatorObj" on an undefined value at /opt/rt3/local/lib/RT/Action/NotifyGroup.pm line 54. (/opt/rt3/lib/RT.pm:276) Thanks so much. "Ruslan U. Zakirov" wrote: Hello. Ilori, can you remember some rules? 1) you MUST allways add mailing list address to Cc when you reply. 2) quote part of the previous message Did you run this with rt-crontool? Oluwatomisin Ilori wrote: > Thanks. This is what is in rt.log: > > [Tue Feb 1 02:54:36 2005] [error]: Couldn't load principal # > (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:72) > > [Tue Feb 1 02:54:36 2005] [warning]: User #1 has no email address > (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:98) > > [Tue Feb 1 02:54:36 2005] [crit]: Can't call method "CreatorObj" on an > undefined value at /opt/rt3/local/lib/RT/Action/NotifyGroup.pm line 54. > > (/opt/rt3/lib/RT.pm:276) > > [Tue Feb 1 02:55:35 2005] [error]: Couldn't load principal # > (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:72) > > [Tue Feb 1 02:55:35 2005] [warning]: User #1 has no email address > (/opt/rt3/local/lib/RT/Action/NotifyGroup.pm:98) > > [Tue Feb 1 02:55:35 2005] [crit]: Can't call method "CreatorObj" on an > undefined value at /opt/rt3/local/lib/RT/Action/NotifyGroup.pm line 54. > > (/opt/rt3/lib/RT.pm:276) > > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Thu Feb 3 06:05:26 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 03 Feb 2005 14:05:26 +0300 Subject: [rt-users] rt-mailgate: Only root can create Ticket In-Reply-To: <1B3F6DBF6C1A584C9FB833DE11BDED4802E2BE09@E8PBD.blf01.telekom.de> References: <1B3F6DBF6C1A584C9FB833DE11BDED4802E2BE09@E8PBD.blf01.telekom.de> Message-ID: <42020576.60900@acronis.com> Markus.Scheffknecht at t-systems.com wrote: > Hi everyone, > > > > I install RT 3.2.2 on Solaris 9 on x86 with qmail as a SMTP server. The > request tracker systems works pretty fine, but I got some problems with > the creation of tickets by email. Whenever I send a ticket to the email > adresse I get the following error message: > > > > An Error Occurred > > ================= > > /501 Protocol scheme 'https' is not supported > > (Crypt::SSLeay not installed) > > > > This package is installed and I also installed Net::SSLeay, because I > read about this package in the mailinglist. Still the same problem. > > > > When I try (as root): run as root > perldoc -l Crypt::SSLeay this will show path to .pm file then run as different user > ls -l path_to_pm_file I think other users can't read that .pm file(s). > > > > cat mail.txt | /usr/local/rt3/bin/rt-mailgate ?action correspond ?queue > help ?https://rt.domain.com > > > > It works fine, the ticket is created, ?.. > > > > Trying the same command as an different user => same problem as before > > > > My idea is that there is a problem with the permissions so I set the > rights for perl to 0777. I did the same for the SSL directory. > > > > I hope anyone has an idea to solve my problem > > > > Markus Scheffknecht > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From maxime.levasseur at b3g-telecom.com Thu Feb 3 05:44:27 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Thu, 03 Feb 2005 11:44:27 +0100 Subject: [rt-users] Installing a rt-3.4.0 on fedora 3 - mysql issue during the make initialize-database Message-ID: <4202008B.6010409@b3g-telecom.com> Hi all, I'm trying a new install on a new box. Fedora Core 3, full install. I made the Mysql upgrade to a 4.1.9 standard version without any problem. No missing dependancies at all. Off course i'm root during the install. make install ==> no problem. make initialize-Database ==> [root at rt2 rt-3.4.0]# make initialize-database /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: I give the good password ... DBI connect(';host=localhost','root',...) failed: Client does not support authentication protocol requested by server; consider upgrading MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101 Failed to connect to dbi:mysql:;host=localhost as root: Client does not support authentication protocol requested by server; consider upgrading MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101, line 1. make: *** [initialize-database] Erreur 255 Ooops ... So I passed the following command : SET PASSWORD FOR 'root'@'localhost' = OLD_PASSWORD('xxxxxxx'); and tried a Make initialize-database again and now i have : [root at rt2 rt-3.4.0]# make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password:xxxxxx 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 [Tue Feb 1 22:44:29 2005] [crit]: Connect Failed Client does not support authentication protocol requested by server; consider upgrading MySQL client at //opt/rt3/sbin/rt-setup-database line 384 (/opt/rt3/lib/RT.pm:285) make: *** [initialize-database] Error 255 What can ( must) i do now ? Best Regards and thanks for your help. Max. From tomisilori at yahoo.co.uk Thu Feb 3 08:33:05 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Thu, 3 Feb 2005 13:33:05 +0000 (GMT) Subject: [rt-users] Approvals in RT Message-ID: <20050203133305.64821.qmail@web26609.mail.ukl.yahoo.com> I'm sending this message again. I actually discovered that the Approvals queue was disabled and after enabling it, i was able to create tickets in the Approval queue once a ticket has been resolved. However, no emails are sent to the owners and AdminCcs of the queue and the ticket is shown on the web UI for all users. Secondly, how is a ticket approved or rejected? I expected the tickets to be shown on the Approvals pane. please, can any one help out. I really have to get this Approval process to work today. Thanks. I'm running rt 3.2.2 on redhat linux 8.0, apache 1.1.9 with mod_perl 1, perl 5.8.6 and mysql 4.1.9. I want a situation when an approval ticket is created once any ticket is resolved and an email is sent to the AdminCC and some other people when this is done. Can anyone help out please? I checked rt.log but there was no message in there. I copied the approval template in appendix 5 and i created the scrip as follows: Condition: On resolve Action: Create Tickets Template:Approval. The Approval template I'm using is: Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: QueueName Content: Someone has created a ticket. you should review and approve it, so they can finish their work. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Feb 3 08:38:17 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Thu, 03 Feb 2005 14:38:17 +0100 Subject: [rt-users] Approvals not working with 3.4rc6 Message-ID: <20050203141817.C97A.JOOPVANDEWEGE@mococo.nl> Hello List, I'm currently implenting Approvals and following the instructions at the Wiki and mailinglist I'm having a problem which I think is really a bug in RT. Configuration: RT3.4rc6, RTFM 2.04, Oracle9i, perl 5.8.6, fastcgi apache 1.3.31 Like a lot of people I couldn't get approvals to work and after adding a couple of debug statements to CreateTickets.pm I found an error in de logfiles which pointed me to the fact that my template was wrong. I had forgotten to start with an empty line. After that it still didn't work and the logs show the following: [Thu Feb 3 13:08:44 2005] [debug]: In Parse (/opt/rt_test/rt3.4rc6/local/lib/RT/Action/CreateTickets.pm:760) [Thu Feb 3 13:08:44 2005] [debug]: Content: ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Type: approval Queue: ___Approvals Content: Someone has created a ticket. you should review and approve it, ENDOFCONTENT (/opt/rt_test/rt3.4rc6/local/lib/RT/Action/CreateTickets.pm:768) Now I didn't spot it right away but after adding a bit more debugging I found something interesting, look closely at this: [Thu Feb 3 13:42:18 2005] [debug]: T-A ===T-A (/opt/rt_test/rt3.4rc6/local/lib/RT/Action/CreateTickets.pm:770) This is produced by the following lines I added to CreateTicket.pm $t=substr( $args{'Content'}, 0, 3 ); $RT::Logger->debug("$t ===" . $t); I know, my perl sucks but it gave me the clue I needed and I don't understand why not more people are having problems because the substr(..0,3) takes the first 3 characters from the template but ignores the fact that the very first line is either empty or contains a MIME object (header) which is the true for my case in the latter example. The first piece of log is without RT-Attach-Message:Yes. So if I use a template without a MIME header and thus starts with an empty line and I change the substr(..,0,3) to substr(..,1,3) then RT starts creating approval tickets. Anyone knows whats going on? This is a plain rt3.4rc6 install (test). I looked and in my 3.2.1 (old) and 3.2.2 (current production) installs the code is identical. Joop -- Joop van de Wege From Gary.Holmes at surfcontrol.com Thu Feb 3 08:30:51 2005 From: Gary.Holmes at surfcontrol.com (Gary Holmes) Date: Thu, 3 Feb 2005 13:30:51 -0000 Subject: [rt-users] Dumpfile-to-rt3 Message-ID: <0C3EE0F6AFED7740AF7782796D342E870308B9@wedgwood.surfcontrol.com> Hello again. I'm going around in circles again. I'm still trying to move our rt2.0.13 from an older system to rt3.4.0 on a new system. The new system is a dual processor Dell 1850 with 1GB ram and 73GB of SCSI disk, RAID 1. Other specifics: - Fedora Core 3, all updates applied - Apache 2.0.52 - MySQL 4.1.9 - Perl 5.8.5 - DBD::mysql 2.9004 - DBIx::SearchBuilder 1.22 - Storable 2.13 I've dumped out the rt-2 data using version 1.23 of the rt2-to-rt3 utility. When I try to import the data back into any flavor of rt from 3.0.12 to 3.2.2 through 3.4.0 I get these errors on every ticket: File is not a perl storable at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_retrieve.al) line 328, at dumpfile-to-rt-3.0 line 496 I get some stuff across, but ticket text is missing. Anyone have any ideas? Thanks, Gary Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From rt at chaka.net Thu Feb 3 08:13:10 2005 From: rt at chaka.net (Todd Chapman) Date: Thu, 3 Feb 2005 08:13:10 -0500 Subject: [rt-users] configure option to specify mysql and perl path In-Reply-To: <1107437854.12208.3.camel@oz.progeny.com> References: <1107369145.10605.53.camel@oz.progeny.com> <20050203022909.GA20353@chaka.net> <1107437854.12208.3.camel@oz.progeny.com> Message-ID: <20050203131309.GB20353@chaka.net> Just modify your PATH so that the right mysql bin is found first. RT doesn't use the mysql bin outside of setup. You might have to point RT at the right database port though. -Todd On Thu, Feb 03, 2005 at 08:37:34AM -0500, Vicki Stanfield wrote: > On Wed, 2005-02-02 at 21:29 -0500, Todd Chapman wrote: > > ./configure --help > > > Thanks, but I tried that before posting. I see --with-db-type=TYPE but > nothing to give the path to the binary to use. There are options fro > specifying DBA, DBNAME, DBUSERm and PASSWORD, but I want something like > MYSQL='/usr/local/sbin/mysqld' or something like that. I also see PERL > listed but with no real usage information that I see. > > Vicki > > On Wed, Feb 02, 2005 at 01:32:25PM -0500, Vicki Stanfield wrote: > > > I am have a working rt system that I inherited. I want to upgrade it, > > > but unfortunately this requires updating mysql and perl as well. I would > > > like to install a parallel setup from tarballs so that I can confirm > > > that all will work before dumping my working rt system. I downloaded the > > > new version of rt. I also have a new version of mysql and perl, but I > > > don't see a way to specify the paths to these in the configure script > > > for rt. Is this possible? > > > > > > Vicki > From andy at eva.dp.ua Thu Feb 3 09:31:26 2005 From: andy at eva.dp.ua (Andrew Kornilov) Date: Thu, 03 Feb 2005 16:31:26 +0200 Subject: [rt-users] Again CustomFields Message-ID: <420235BE.5070206@eva.dp.ua> Hi all. I'm again with custom fields. Yesterday i've build RPMs of latest rt-3.4.0, upgrade from 3.3.14 and try to test CustomFields. As i can see my problem is still there ;-( I'm creating some CustomField with type 'Select mupltiple items' (and with one item) all created successfully. But when i create new ticket and select this item in CustomField i get error: error: Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /usr/lib/rt/RT/Record.pm line 1464. context: ... 1460: my $method = "${class}Obj"; 1461: $self = $self->$method; 1462: } 1463: 1464: return $self->Id; 1465: } 1466: 1467: sub _LookupTypes { ref($_[0]) } 1468: ... code stack: /usr/lib/rt/RT/Record.pm:1464 /usr/lib/rt/RT/Record.pm:1448 /usr/lib/rt/RT/Record.pm:1512 /usr/lib/rt/RT/Record.pm:1486 /usr/lib/rt/RT/Interface/Web.pm:1206 /var/www/html/rt/Ticket/ModifyAll.html:152 /var/www/html/rt/autohandler:215 P.S. perl-5.8.4. What other information i may give your for understanding this error? From MarkRoedel at letu.edu Thu Feb 3 09:57:55 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 3 Feb 2005 08:57:55 -0600 Subject: [rt-users] RT querybuilder problem Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C3FB@RACHAEL-NEW.letnet.net> Got this note from my director regarding our RT (v3.4.0) installation. I've verified the same behavior by pasting into the Advanced Query Builder at rt3.fsck.com. Is this a bug in RT/DBIx::SearchBuilder, or a problem with our expectations? -- Mark Roedel Web Programmer / Analyst LeTourneau University ________________________________ From: Holeman, Gary Sent: Wednesday, February 02, 2005 10:55 PM To: Roedel, Mark Subject: WIT query problem I've created a query that is giving me fits. I finally had to use the Advanced Query Builder to get it right. What I want is: ( Status != 'resolved' AND Status != 'rejected' AND Due < 'today' ) AND ( ( Queue != 'ITS-BlackBoard' AND Queue != 'ITS-General' AND Queue != 'WD-WebDevGeneral' ) OR ( Priority > 88 AND Queue = 'IT-Programming' ) ) But, when I switch back to the Query Builder mode, it changes that one OR to an AND. In the Query Builder, I can highlight that particular AND and press the And/Or button. It will change it to an OR, but if I run it, it changes back to an AND. Have you used this enough to see if I'm doing something wrong or do you know of any bugs with this? Gary -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Feb 3 10:19:22 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 3 Feb 2005 10:19:22 -0500 Subject: [rt-users] Dumpfile-to-rt3 In-Reply-To: <0C3EE0F6AFED7740AF7782796D342E870308B9@wedgwood.surfcontrol.com> References: <0C3EE0F6AFED7740AF7782796D342E870308B9@wedgwood.surfcontrol.com> Message-ID: <20050203151922.GC337@bestpractical.com> On Thu, Feb 03, 2005 at 01:30:51PM -0000, Gary Holmes wrote: > Hello again. > > I'm going around in circles again. > > I'm still trying to move our rt2.0.13 from an older system to rt3.4.0 on > a new system. > Try an import into RT 3.2 and upgrade from there? From jwgreene at megalink.net Thu Feb 3 09:29:46 2005 From: jwgreene at megalink.net (Jim Greene) Date: Thu, 3 Feb 2005 09:29:46 -0500 Subject: [rt-users] Problem with rt 3.4 and solaris Message-ID: <009301c509fc$cf6f8cd0$0e04a8c0@calcutta> Hi All, Just installed rt 3.4 on Solaris 10 box (SPARC) WHile trying to do a make initialize-database I get the following: Creating system user...getservbyname failed for tcp at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 udp connect: nobody listening at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 [Thu Feb 3 14:21:45 2005] [crit]: no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 (/opt/rt3/lib/RT.pm:284) getservbyname failed for tcp at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 udp connect: nobody listening at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 *** Error code 255 make: Fatal error: Command failed for target `initialize-database' I checked the Wiki and my RT_SiteConfig.pm is the following: # more RT_SiteConfig.pm @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); 1; ANy other ideas as to how I can fix this, as the above Wiki's fix does not seem to work. Thanks Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Thu Feb 3 11:35:28 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 03 Feb 2005 10:35:28 -0600 Subject: [rt-users] Dumpfile-to-rt3 In-Reply-To: <20050203151922.GC337@bestpractical.com> References: <0C3EE0F6AFED7740AF7782796D342E870308B9@wedgwood.surfcontrol.com> <20050203151922.GC337@bestpractical.com> Message-ID: <1107448528.4314.28.camel@moola.futuresource.com> On Thu, 2005-02-03 at 09:19, Jesse Vincent wrote: > > I'm still trying to move our rt2.0.13 from an older system to rt3.4.0 on > > a new system. > > > > Try an import into RT 3.2 and upgrade from there? This once again revives the need for an any->any export/import. Is it possible to define a canonical XML schema for user and ticket data that could hold any version's contents? Then it would be a matter of using perl sql<->xml modules to do the grunge work of conversions between RT versions and underlying database changes. -- Les Mikesell les at futuresource.com From jesse at bestpractical.com Thu Feb 3 11:42:41 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 3 Feb 2005 11:42:41 -0500 Subject: [rt-users] RT 3.4.0 -- 2 Nobody In-Reply-To: <291ABF6CBE162F45B006AFF7AB770B8805CA76F0@office.rambler.stack.net> References: <291ABF6CBE162F45B006AFF7AB770B8805CA76F0@office.rambler.stack.net> Message-ID: <20050203164241.GP337@bestpractical.com> Having looked deeper into this, the problem results from an extra efficiency we added just before the release of 3.4.0. It's merely a cosmetic issue and not evidence of a deep bug. Try out the attached patch. If it works, that'll be in 3.4.1. Jesse -------------- next part -------------- === html/Elements/SelectOwner ================================================================== --- html/Elements/SelectOwner (revision 4008) +++ html/Elements/SelectOwner (local) @@ -47,12 +47,10 @@ %if ($DefaultValue) { %} - %foreach my $User ( @users) { %} - <%INIT> my @objects; my @users; @@ -73,14 +71,22 @@ } my %user_uniq_hash; + + foreach my $object (@objects) { my $Users = RT::Users->new($session{CurrentUser}); $Users->WhoHaveRight(Right => 'OwnTicket', Object => $object, IncludeSystemRights => 1, IncludeSuperusers => 0); while (my $User = $Users->Next()) { + next if ($User->id == $RT::Nobody->id); # skip nobody here, so we can make them first later $user_uniq_hash{$User->Id()} = $User; } } + @users = sort { uc($a->Name) cmp uc($b->Name) } values %user_uniq_hash; +unshift(@users, $RT::Nobody); + + + <%ARGS> From jesse at bestpractical.com Thu Feb 3 11:45:04 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 3 Feb 2005 11:45:04 -0500 Subject: [rt-users] Upgrade 3.2.2 to 3.4.0, SlefService/Create.html No queue in drop menu In-Reply-To: <42009116.6040606@veepee.com> References: <41FFDA06.9030207@campbell-ewald.com> <41FFE057.5010008@uclink.berkeley.edu> <41FFF0C2.9080601@campbell-ewald.com> <42000407.2020002@acronis.com> <42009116.6040606@veepee.com> Message-ID: <20050203164504.GQ337@bestpractical.com> On Wed, Feb 02, 2005 at 09:36:38AM +0100, Hugues Lepesant wrote: > Hello, > > I've upgrade our RT from 3.2.2 to 3.4.0 as describe in README. > And now in SelfService, when a user want to open a ticket, there is no > Queue in drop menu juste Queue(). There is no longer a dropdown. Part of the work of adding custom field support to 3.4.0 changed the workflow. So now you pick "New Ticket", pick a queue and then get the queue specific template. Jesse From Millard.Matt at principal.com Thu Feb 3 11:55:05 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Thu, 3 Feb 2005 10:55:05 -0600 Subject: [rt-users] rt2.0.15 PostgreSQL to rt3.4.0 MySQL Message-ID: <6201DF063335254BA0D6AA7053D101170A62A1AD@pfgdsmmbx006.principalusa.corp.principal.com> To reply to myself with an update on what I've tried... I've also tried installing 3.2.2 and running the dumpfile-to-rt3 again with the same results. I did notice that the original dump that I'm trying to load was done using rt2-to-rt3-1.21 and not 1.23 that I'm trying to use to load it. I'm redumping with 1.23 to see if that makes a difference. Matt -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Millard, Matt Sent: Wednesday, February 02, 2005 3:27 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] rt2.0.15 PostgreSQL to rt3.4.0 MySQL Trying to go from rt2.0.15 PostgreSQL to rt3.4.0 MySQL and I'm getting some errors when I try and load the dump created by rt2-to-dumpfile with dumpfile-to-rt3. Any ideas as to what's going on? Original Server: rt2.0.15, Red Hat Linux 7.3, Perl 5.6.1, Postgresql 7.2.4 (Dual PII-266MHz, 190MB memory, 8000 tickets) New Server: rt3.4.0, Red Hat Enterprise Linux, Perl 5.8.6, MySQL 4.1.9 (Dual Xeon 3.4GHz, 4GB memory) [root at ul174 rt2-to-rt3-1.23]# ./dumpfile-to-rt-3.0 /rt Use of uninitialized value in concatenation (.) or string at /rt/rt3.4/etc/RT_SiteConfig.pm line 56. Use of uninitialized value in concatenation (.) or string at /rt/rt3.4/etc/RT_SiteConfig.pm line 60. Importing users uCreating user joe.blow at principal.com .uCreating user joe.blow at prinicpal.com . . . Importing groups grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrfffffqqqqqqqqqqImporting ticketsImporting links l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef3bfc) tried to load a bogus ticket: 34 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef5dd8) tried to load a bogus ticket: 254 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ee0954) tried to load a bogus ticket: 385 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9eeb324) tried to load a bogus ticket: 385 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef5e38) tried to load a bogus ticket: 386 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9eed4a8) tried to load a bogus ticket: 386 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eeb39c) tried to load a bogus ticket: 390 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee7378) tried to load a bogus ticket: 157 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede988) tried to load a bogus ticket: 391 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ef5dd8) tried to load a bogus ticket: 392 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede7f0) tried to load a bogus ticket: 491 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eed538) tried to load a bogus ticket: 684 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ef3bfc) tried to load a bogus ticket: 746 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eef6d0) tried to load a bogus ticket: 777 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee72b8) tried to load a bogus ticket: 849 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee9444) tried to load a bogus ticket: 850 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede988) tried to load a bogus ticket: 899 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eed490) tried to load a bogus ticket: 926 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede9dc) tried to load a bogus ticket: 1017 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9f424c0) tried to load a bogus ticket: 1149 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eeb150) tried to load a bogus ticket: 1184 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede8ec) tried to load a bogus ticket: 1320 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9edea84) tried to load a bogus ticket: 1655 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eef634) tried to load a bogus ticket: 2092 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee0954) tried to load a bogus ticket: 2245 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eed4c0) tried to load a bogus ticket: 2343 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede970) tried to load a bogus ticket: 2353 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee72b8) tried to load a bogus ticket: 1684 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee9444) tried to load a bogus ticket: 2485 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee099c) tried to load a bogus ticket: 2485 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee9378) tried to load a bogus ticket: 2732 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9f412c0) tried to load a bogus ticket: 2731 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:12:00 2005] [crit]: RT::Ticket=HASH(0x9ede874) tried to load a bogus ticket: 2728 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:12:00 2005] [crit]: RT::Ticket=HASH(0x9ede97c) tried to load a bogus ticket: 2752 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) Could not create scrip: On Correspond Notify Owner With Attach with template Correspondence in queue0 -- $VAR1 = { 'ScripCondition' => 'On Correspond', 'ScripAction' => 'Notify Owner With Attach', 'Queue' => '0', 'Template' => 'Correspondence', 'Description' => 'Imported from RT 2.0' }; - may be due to a non-standard template, condition or action Could not create scrip: On Correspond Notify Requestors, Ccs and AdminCcs With Attach with template Correspondence in queue #0 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Matt Autoreply in queue #6 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Midrange Auto Response in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Owner Change Notify Owner with template Assigned in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Ticket Pickup Open Ticket with template blank in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Owner Change Open Ticket with template blank in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Quote Autoreply in queue #9 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template To Do Reply in queue #10 - may be due to a non-standard template, condition or action Couldn't create link from fsck.com-rt:/ticket/254 to fsck.com-rt:/ticket/270 Couldn't create link from fsck.com-rt:/ticket/385 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/386 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/390 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/157 to fsck.com-rt:/ticket/390 Couldn't create link from fsck.com-rt:/ticket/391 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/392 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/777 to fsck.com-rt:/ticket/391 Couldn't create link from fsck.com-rt:/ticket/849 to fsck.com-rt:/ticket/392 Couldn't create link from fsck.com-rt:/ticket/850 to fsck.com-rt:/ticket/385 Couldn't create link from fsck.com-rt:/ticket/2485 to fsck.com-rt:/ticket/158 -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. From victoria at rambler-co.ru Thu Feb 3 11:59:55 2005 From: victoria at rambler-co.ru (Kalinitcheva Victoria) Date: Thu, 3 Feb 2005 19:59:55 +0300 Subject: [rt-users] RT 3.4.0 -- 2 Nobody Message-ID: <291ABF6CBE162F45B006AFF7AB770B8805CA7713@office.rambler.stack.net> Jesse, Thank you. We'll try out this patch. I'll write about results. > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Thursday, February 03, 2005 7:43 PM > To: Kalinitcheva Victoria > Cc: 'Jesse Vincent'; 'rt-users at lists.bestpractical.com' > Subject: Re: [rt-users] RT 3.4.0 -- 2 Nobody > > > > Having looked deeper into this, the problem results from an > extra efficiency we added just before the release of 3.4.0. > It's merely a cosmetic issue and not evidence of a deep bug. > Try out the attached patch. If it works, that'll be in 3.4.1. > > Jesse > -- Victoria From john at trdlnk.com Thu Feb 3 12:16:26 2005 From: john at trdlnk.com (John Giles) Date: Thu, 03 Feb 2005 11:16:26 -0600 Subject: [rt-users] About to upgrade from 3.2.2 to 3.4 - Custom Field on Search page In-Reply-To: <20050203164504.GQ337@bestpractical.com> References: <41FFDA06.9030207@campbell-ewald.com> <41FFE057.5010008@uclink.berkeley.edu> <41FFF0C2.9080601@campbell-ewald.com> <42000407.2020002@acronis.com> <42009116.6040606@veepee.com> <20050203164504.GQ337@bestpractical.com> Message-ID: I am about to upgrade from 3.2.2 to 3.4 on Mandrake 10 MySQL 4.0.18 Perl 5.8 Apache 2 fastCGI I have a custom field (Applications) associated to a queue (Development). The currect 3.2.2 Search page does not have the ability to search on that custom field (Applications) at all. Has 3.4 addressed the ability to search a queue specific custom field if that queue is selected in the search criteria ? If you set "Queue is development", then the queue's custom field shows ? John Giles TradeLink LLC john at trdlnk.com From ravin.mathoora at virtualaccess.com Thu Feb 3 12:20:06 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Thu, 3 Feb 2005 17:20:06 -0000 (GMT) Subject: [rt-users] Creating users and assigning them to a queue In-Reply-To: <20050203164241.GP337@bestpractical.com> References: <291ABF6CBE162F45B006AFF7AB770B8805CA76F0@office.rambler.stack.net> <20050203164241.GP337@bestpractical.com> Message-ID: <33551.62.77.191.193.1107451206.squirrel@mail.virtualaccess.com> Hi, I am trying to set up customers to access rt and create their own tickets. I cannot get them to see/open a ticket to a specfic queue. The drop down list is blank when the ticket is being opened, and obviously the ticket cannot be opened. I have created a Queue, and I go to the 'Group rights' and give the following rights to the 'Requestor' to: 1. see the queue 2. Create a ticket 3. Modify the ticket 4. Delete the ticket etc Still nothing, I then give the same rights to the Unpriviledged Users, Still nothing...even if I give both of groups the rights at the same time? Any help would be appreciated. Best Regards, Ravin From ravin.mathoora at virtualaccess.com Thu Feb 3 13:07:49 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Thu, 3 Feb 2005 18:07:49 -0000 (GMT) Subject: [rt-users] Unprivileged users In-Reply-To: References: <41FFDA06.9030207@campbell-ewald.com><41FFE057.5010008@uclink.berkeley.edu><41FFF0C2.9080601@campbell-ewald.com><42000407.2020002@acronis.com> <42009116.6040606@veepee.com><20050203164504.GQ337@bestpractical.com> Message-ID: <33957.62.77.191.193.1107454069.squirrel@mail.virtualaccess.com> Need a little bit of config help on this one: Going to need customers to logon to the web and open up their own tickets. I give the customers unpriveleged access so all they can do is create and look at ticket status. Example, I have 2 queues; 1 for C1 and 1 for C2. When I give the global rights for 'unprivileged users' to see queue C1 (and the same for C2), customers that are opening tickets in C2 can see C1 in the queue and open tickets in C1. Can anyone shed some light on how to restrict C1 customers to queue C1 and the same for C2. Thanks in advance Best Regards, Ravin From Millard.Matt at principal.com Thu Feb 3 14:25:27 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Thu, 3 Feb 2005 13:25:27 -0600 Subject: [rt-users] rt2.0.15 PostgreSQL to rt3.4.0 MySQL Message-ID: <6201DF063335254BA0D6AA7053D101170A62A1B2@pfgdsmmbx006.principalusa.corp.principal.com> One last reply, hopefully. Import is working with tickets dumped using 1.23 not 1.21. Ran into another problem with max_allowed_packet error on MySQL, but I think I've got that worked out by editting my.cnf. Matt -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Millard, Matt Sent: Thursday, February 03, 2005 10:55 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] rt2.0.15 PostgreSQL to rt3.4.0 MySQL To reply to myself with an update on what I've tried... I've also tried installing 3.2.2 and running the dumpfile-to-rt3 again with the same results. I did notice that the original dump that I'm trying to load was done using rt2-to-rt3-1.21 and not 1.23 that I'm trying to use to load it. I'm redumping with 1.23 to see if that makes a difference. Matt -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Millard, Matt Sent: Wednesday, February 02, 2005 3:27 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] rt2.0.15 PostgreSQL to rt3.4.0 MySQL Trying to go from rt2.0.15 PostgreSQL to rt3.4.0 MySQL and I'm getting some errors when I try and load the dump created by rt2-to-dumpfile with dumpfile-to-rt3. Any ideas as to what's going on? Original Server: rt2.0.15, Red Hat Linux 7.3, Perl 5.6.1, Postgresql 7.2.4 (Dual PII-266MHz, 190MB memory, 8000 tickets) New Server: rt3.4.0, Red Hat Enterprise Linux, Perl 5.8.6, MySQL 4.1.9 (Dual Xeon 3.4GHz, 4GB memory) [root at ul174 rt2-to-rt3-1.23]# ./dumpfile-to-rt-3.0 /rt Use of uninitialized value in concatenation (.) or string at /rt/rt3.4/etc/RT_SiteConfig.pm line 56. Use of uninitialized value in concatenation (.) or string at /rt/rt3.4/etc/RT_SiteConfig.pm line 60. Importing users uCreating user joe.blow at principal.com .uCreating user joe.blow at prinicpal.com . . . Importing groups grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrfffffqqqqqqqqqqImporting ticketsImporting links l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef3bfc) tried to load a bogus ticket: 34 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef5dd8) tried to load a bogus ticket: 254 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ee0954) tried to load a bogus ticket: 385 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9eeb324) tried to load a bogus ticket: 385 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9ef5e38) tried to load a bogus ticket: 386 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:57 2005] [crit]: RT::Ticket=HASH(0x9eed4a8) tried to load a bogus ticket: 386 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eeb39c) tried to load a bogus ticket: 390 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee7378) tried to load a bogus ticket: 157 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede988) tried to load a bogus ticket: 391 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ef5dd8) tried to load a bogus ticket: 392 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede7f0) tried to load a bogus ticket: 491 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eed538) tried to load a bogus ticket: 684 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ef3bfc) tried to load a bogus ticket: 746 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eef6d0) tried to load a bogus ticket: 777 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee72b8) tried to load a bogus ticket: 849 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ee9444) tried to load a bogus ticket: 850 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9ede988) tried to load a bogus ticket: 899 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:58 2005] [crit]: RT::Ticket=HASH(0x9eed490) tried to load a bogus ticket: 926 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede9dc) tried to load a bogus ticket: 1017 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9f424c0) tried to load a bogus ticket: 1149 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eeb150) tried to load a bogus ticket: 1184 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede8ec) tried to load a bogus ticket: 1320 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9edea84) tried to load a bogus ticket: 1655 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eef634) tried to load a bogus ticket: 2092 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee0954) tried to load a bogus ticket: 2245 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9eed4c0) tried to load a bogus ticket: 2343 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ede970) tried to load a bogus ticket: 2353 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee72b8) tried to load a bogus ticket: 1684 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee9444) tried to load a bogus ticket: 2485 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee099c) tried to load a bogus ticket: 2485 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9ee9378) tried to load a bogus ticket: 2732 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:11:59 2005] [crit]: RT::Ticket=HASH(0x9f412c0) tried to load a bogus ticket: 2731 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:12:00 2005] [crit]: RT::Ticket=HASH(0x9ede874) tried to load a bogus ticket: 2728 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) l[Wed Feb 2 21:12:00 2005] [crit]: RT::Ticket=HASH(0x9ede97c) tried to load a bogus ticket: 2752 (/rt/rt3.4/lib/RT/Ticket_Overlay.pm:257) Could not create scrip: On Correspond Notify Owner With Attach with template Correspondence in queue0 -- $VAR1 = { 'ScripCondition' => 'On Correspond', 'ScripAction' => 'Notify Owner With Attach', 'Queue' => '0', 'Template' => 'Correspondence', 'Description' => 'Imported from RT 2.0' }; - may be due to a non-standard template, condition or action Could not create scrip: On Correspond Notify Requestors, Ccs and AdminCcs With Attach with template Correspondence in queue #0 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Matt Autoreply in queue #6 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Midrange Auto Response in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Owner Change Notify Owner with template Assigned in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Ticket Pickup Open Ticket with template blank in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Owner Change Open Ticket with template blank in queue #7 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template Quote Autoreply in queue #9 - may be due to a non-standard template, condition or action Could not create scrip: On Create Autoreply To Requestors with template To Do Reply in queue #10 - may be due to a non-standard template, condition or action Couldn't create link from fsck.com-rt:/ticket/254 to fsck.com-rt:/ticket/270 Couldn't create link from fsck.com-rt:/ticket/385 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/386 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/390 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/157 to fsck.com-rt:/ticket/390 Couldn't create link from fsck.com-rt:/ticket/391 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/392 to fsck.com-rt:/ticket/57 Couldn't create link from fsck.com-rt:/ticket/777 to fsck.com-rt:/ticket/391 Couldn't create link from fsck.com-rt:/ticket/849 to fsck.com-rt:/ticket/392 Couldn't create link from fsck.com-rt:/ticket/850 to fsck.com-rt:/ticket/385 Couldn't create link from fsck.com-rt:/ticket/2485 to fsck.com-rt:/ticket/158 -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. From rt at chaka.net Thu Feb 3 14:12:18 2005 From: rt at chaka.net (Todd Chapman) Date: Thu, 3 Feb 2005 14:12:18 -0500 Subject: [rt-users] RT 3.4 Custom Field question Message-ID: <20050203191218.GC20353@chaka.net> Does it make sense that you can have 2 custom fields with the same name that both apply to the same Object? Also, there seems to be not web interface for enabling a disabled custom field... -Todd From sturner at MIT.EDU Thu Feb 3 15:09:29 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 03 Feb 2005 15:09:29 -0500 Subject: [rt-users] RT 3.4 Custom Field question In-Reply-To: <20050203191218.GC20353@chaka.net> Message-ID: <5.2.1.1.2.20050203150511.01fb21f0@po14.mit.edu> At Thursday 2/3/2005 02:12 PM, Todd Chapman wrote: >Does it make sense that you can have 2 custom fields with >the same name that both apply to the same Object? I think so - it means you can have several queues using the same custom field name but with their own sets of values. Steve From sturner at MIT.EDU Thu Feb 3 15:15:18 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 03 Feb 2005 15:15:18 -0500 Subject: [rt-users] RT 3.4 Custom Field question In-Reply-To: <20050203191218.GC20353@chaka.net> Message-ID: <5.2.1.1.2.20050203151248.01f918e8@po14.mit.edu> At Thursday 2/3/2005 02:12 PM, Todd Chapman wrote: >Also, there seems to be not web interface for enabling a >disabled custom field... Good one! Once it's disabled, it disappears from the list of custom fields. If you know the id, you can get to it like this - Admin/CustomFields/Modify.html?id= but it's unlikely you'd know that without digging into the database. Steve From rt at chaka.net Thu Feb 3 15:23:02 2005 From: rt at chaka.net (Todd Chapman) Date: Thu, 3 Feb 2005 15:23:02 -0500 Subject: [rt-users] RT 3.4 Custom Field question In-Reply-To: <5.2.1.1.2.20050203150511.01fb21f0@po14.mit.edu> References: <20050203191218.GC20353@chaka.net> <5.2.1.1.2.20050203150511.01fb21f0@po14.mit.edu> Message-ID: <20050203202301.GD20353@chaka.net> I could see where this would be useful. But if it is intended that way it is not fully implemented. In query builder if you are searching on 2 queue with different custom fields of the same name, you can't tell which cf belongs to which queue. -Todd On Thu, Feb 03, 2005 at 03:09:29PM -0500, Stephen Turner wrote: > At Thursday 2/3/2005 02:12 PM, Todd Chapman wrote: > >Does it make sense that you can have 2 custom fields with > >the same name that both apply to the same Object? > > I think so - it means you can have several queues using the same > custom field name but with their own sets of values. > > Steve From sturner at MIT.EDU Thu Feb 3 16:15:31 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 03 Feb 2005 16:15:31 -0500 Subject: [rt-users] RT 3.4 Custom Field question In-Reply-To: <20050203202301.GD20353@chaka.net> References: <5.2.1.1.2.20050203150511.01fb21f0@po14.mit.edu> <20050203191218.GC20353@chaka.net> <5.2.1.1.2.20050203150511.01fb21f0@po14.mit.edu> Message-ID: <5.2.1.1.2.20050203161409.01f8d1f8@po14.mit.edu> At Thursday 2/3/2005 03:23 PM, Todd Chapman wrote: >I could see where this would be useful. But if it is intended >that way it is not fully implemented. In query builder >if you are searching on 2 queue with different custom >fields of the same name, you can't tell which cf belongs >to which queue. > >-Todd Agreed - it would help to be able to distinguish between CFs with the same name. Also on the Config screen that shows the complete list of CFs. Steve From gwarden at envoyww.com Thu Feb 3 18:04:55 2005 From: gwarden at envoyww.com (Warden, Greg) Date: Thu, 3 Feb 2005 18:04:55 -0500 Subject: [rt-users] I am running the Windows packadged solution (3.0.12) from elixis. .. Message-ID: <9765B73F7C9D1845A4601411427419A4ED5DA0@corporate.envoyww.com> Where can I find out what is new in 3.4? Has anyone worked through the upgrade path from the elixis package of 3.0 to 3.4? Thanks! Greg -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen at hknet.com Thu Feb 3 20:45:09 2005 From: stephen at hknet.com (Stephen Fung) Date: Fri, 04 Feb 2005 09:45:09 +0800 Subject: [rt-users] Installing a rt-3.4.0 on fedora 3 - mysql issue during the make initialize-database In-Reply-To: <4202008B.6010409@b3g-telecom.com> References: <4202008B.6010409@b3g-telecom.com> Message-ID: <4202D3A5.20109@hknet.com> you should rebuild perl module DBD::mysql against your new mysql libraries since the one came with FC3 is built against mysql 3.2.x libraries. Maxime Levasseur wrote: > Hi all, > > I'm trying a new install on a new box. > Fedora Core 3, full install. > I made the Mysql upgrade to a 4.1.9 standard version without any problem. > No missing dependancies at all. > > Off course i'm root during the install. > > make install ==> no problem. > make initialize-Database ==> > > [root at rt2 rt-3.4.0]# make initialize-database > /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba > root --prompt-for-dba-password > In order to create or update your RT database,this script needs to > connect to your mysql instance on localhost as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: I give the good password ... > > DBI connect(';host=localhost','root',...) failed: Client does not > support authentication protocol requested by server; consider upgrading > MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101 > Failed to connect to dbi:mysql:;host=localhost as root: Client does not > support authentication protocol requested by server; consider upgrading > MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101, > line 1. > make: *** [initialize-database] Erreur 255 > > Ooops ... > So I passed the following command : SET PASSWORD FOR 'root'@'localhost' > = OLD_PASSWORD('xxxxxxx'); > and tried a Make initialize-database again and now i have : > [root at rt2 rt-3.4.0]# make initialize-database > /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root > --prompt-for-dba-password > > In order to create or update your RT database,this script needs to > connect to your mysql instance on localhost as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password:xxxxxx > 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 > [Tue Feb 1 22:44:29 2005] [crit]: Connect Failed Client does not > support authentication protocol requested by server; consider upgrading > MySQL client > at //opt/rt3/sbin/rt-setup-database line 384 > (/opt/rt3/lib/RT.pm:285) > make: *** [initialize-database] Error 255 > > What can ( must) i do now ? > > > Best Regards and thanks for your help. > > Max. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From aharrison at gmail.com Thu Feb 3 21:32:39 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 3 Feb 2005 21:32:39 -0500 Subject: [rt-users] Unprivileged users In-Reply-To: <33957.62.77.191.193.1107454069.squirrel@mail.virtualaccess.com> References: <41FFDA06.9030207@campbell-ewald.com> <41FFE057.5010008@uclink.berkeley.edu> <41FFF0C2.9080601@campbell-ewald.com> <42000407.2020002@acronis.com> <42009116.6040606@veepee.com> <20050203164504.GQ337@bestpractical.com> <33957.62.77.191.193.1107454069.squirrel@mail.virtualaccess.com> Message-ID: > Can anyone shed some light on how to restrict C1 customers to queue C1 and > the same for C2. It's not difficult. Start here. http://wiki.bestpractical.com/index.cgi?Rights -- Andy Harrison From aharrison at gmail.com Thu Feb 3 21:35:45 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 3 Feb 2005 21:35:45 -0500 Subject: [rt-users] each queue seperate email address In-Reply-To: <420130FB.8060800@n2sw.com> References: <420130FB.8060800@n2sw.com> Message-ID: > am going to be using fetchmail to grab our mail from its location into > the rt server. currently have about 10 queus, with about 3000 users, i > would like to know which way would be more desirable > > to have one email address rt at example.org, or to have > rt-queue1 at example.org rt-queue2 at example.org etc... > > if i have only one email adress how would i propogate the emails to the > proper queue These instructions are a bit windows-centric, but you'll get the idea. http://wiki.bestpractical.com/admin/index.cgi?POP3Mailgate -- Andy Harrison From aharrison at gmail.com Thu Feb 3 21:57:54 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 3 Feb 2005 21:57:54 -0500 Subject: [rt-users] Creating users and assigning them to a queue In-Reply-To: <33551.62.77.191.193.1107451206.squirrel@mail.virtualaccess.com> References: <291ABF6CBE162F45B006AFF7AB770B8805CA76F0@office.rambler.stack.net> <20050203164241.GP337@bestpractical.com> <33551.62.77.191.193.1107451206.squirrel@mail.virtualaccess.com> Message-ID: On Thu, 3 Feb 2005 17:20:06 -0000 (GMT), ravin.mathoora at virtualaccess.com wrote: > Hi, I am trying to set up customers to access rt and create their own > tickets. > > I cannot get them to see/open a ticket to a specfic queue. The drop down > list is blank when the ticket is being opened, and obviously the ticket > cannot be opened. > > I have created a Queue, and I go to the 'Group rights' and give the > following rights to the 'Requestor' > to: If you assign rights only to the Requestor, they will only apply if the user is listed as the requestor for an existing ticket. > I then give the same rights to the Unpriviledged Users, > Still nothing...even if I give both of groups the rights at the same time? Since you have set up the customers, they are no longer unprivileged. http://wiki.bestpractical.com/index.cgi?Rights -- Andy Harrison From aharrison at gmail.com Thu Feb 3 22:01:29 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 3 Feb 2005 22:01:29 -0500 Subject: [rt-users] no reply to requestors In-Reply-To: References: Message-ID: On Thu, 3 Feb 2005 03:51:06 -0500 (EST), Aubrey King wrote: > > Using Debian Sarge and requestors receive no auto-reply even though the > global variable is set. Ideas? Troubleshooting ideas? This is a > recurrent problem that seems to be effected somehow by apt-get update && > apt-get upgrade, but not sure what yet. > What global variable? Check NotifyActor if you haven't already. -- Andy Harrison From Ben.Robson at cybertrust.com Thu Feb 3 22:00:48 2005 From: Ben.Robson at cybertrust.com (Ben Robson) Date: Fri, 4 Feb 2005 14:00:48 +1100 Subject: [rt-users] Advice migrating from RT3.0.11 on Pg -> RT3.4 on Mysql Message-ID: All, I am seeking some advice on migrating a legacy RT3.0.11 running on Postgres to RT3.4.0 on Mysql. My investigations so far tell me that migrating the DB contents natively from Pg to Mysql will be very painful. That RT3.0.11 does not appear to have a database dump utility and that RT3.4.0 has moved far enough along to not have a clean migration path from 3.0 branches. At the moment I am thinking that my only real option is as follows: RT3.0.11(Pg)->RT3.2.2(Pg)->RT3.4.0(Pg)->RT3.4.0(Mysql). To achieve the last step I am going to have to modify the script rt3-migrate-pg-to-mysql script to allow for the newer tables in RT 3.4.0. Can anyone advise a less traumatic upgrade path, It would be greatly appreciated. Thanks, BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From victoria at rambler-co.ru Fri Feb 4 02:47:50 2005 From: victoria at rambler-co.ru (Kalinitcheva Victoria) Date: Fri, 4 Feb 2005 10:47:50 +0300 Subject: [rt-users] RT 3.4.0 -- 2 Nobody Message-ID: <291ABF6CBE162F45B006AFF7AB770B8805CA771E@office.rambler.stack.net> Jesse, This patch has solved my problem. Thank you. > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Thursday, February 03, 2005 7:43 PM > To: Kalinitcheva Victoria > Cc: 'Jesse Vincent'; 'rt-users at lists.bestpractical.com' > Subject: Re: [rt-users] RT 3.4.0 -- 2 Nobody > > > > Having looked deeper into this, the problem results from an > extra efficiency we added just before the release of 3.4.0. > It's merely a cosmetic issue and not evidence of a deep bug. > Try out the attached patch. If it works, that'll be in 3.4.1. > > Jesse -- Victoria From ravin.mathoora at virtualaccess.com Fri Feb 4 03:49:53 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Fri, 4 Feb 2005 08:49:53 -0000 (GMT) Subject: [rt-users] Installing a rt-3.4.0 on fedora 3 - mysql issue duringthe make initialize-database In-Reply-To: <4202D3A5.20109@hknet.com> References: <4202008B.6010409@b3g-telecom.com> <4202D3A5.20109@hknet.com> Message-ID: <32809.62.77.191.193.1107506993.squirrel@mail.virtualaccess.com> Hi Maxime, if you look below, I have put in extra syntax and it will work if you do this step....I had the same problem! > you should rebuild perl module DBD::mysql against your new mysql > libraries since the one came with FC3 is built against mysql 3.2.x > libraries. > > Maxime Levasseur wrote: >> Hi all, >> >> I'm trying a new install on a new box. >> Fedora Core 3, full install. >> I made the Mysql upgrade to a 4.1.9 standard version without any >> problem. >> No missing dependancies at all. >> >> Off course i'm root during the install. >> >> make install ==> no problem. >> make initialize-Database ==> >> >> [root at rt2 rt-3.4.0]# make initialize-database >> /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba >> root --prompt-for-dba-password >> In order to create or update your RT database,this script needs to >> connect to your mysql instance on localhost as root. >> Please specify that user's database password below. If the user has no >> database >> password, just press return. >> >> Password: I give the good password ... >> >> DBI connect(';host=localhost','root',...) failed: Client does not >> support authentication protocol requested by server; consider upgrading >> MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101 >> Failed to connect to dbi:mysql:;host=localhost as root: Client does not >> support authentication protocol requested by server; consider upgrading >> MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101, >> line 1. >> make: *** [initialize-database] Erreur 255 >> >> Ooops ... >> So I passed the following command : log into mysql: mysql -p Enter root password Type in the following commands 1.use rt3; 2.SET PASSWORD FOR 'rt_user'@'localhost' = OLD_PASSWORD('rt_pass'); #this is the rt_user password >> and tried a Make initialize-database again and now i have : >> [root at rt2 rt-3.4.0]# make initialize-database >> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root >> --prompt-for-dba-password >> >> In order to create or update your RT database,this script needs to >> connect to your mysql instance on localhost as root. >> Please specify that user's database password below. If the user has no >> database >> password, just press return. >> >> Password:xxxxxx >> 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 >> [Tue Feb 1 22:44:29 2005] [crit]: Connect Failed Client does not >> support authentication protocol requested by server; consider upgrading >> MySQL client >> at //opt/rt3/sbin/rt-setup-database line 384 >> (/opt/rt3/lib/RT.pm:285) >> make: *** [initialize-database] Error 255 >> >> What can ( must) i do now ? >> >> >> Best Regards and thanks for your help. >> >> Max. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! >> (Boston, San Francisco, Austin, Sydney) Contact >> training at bestpractical.com for details. >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Gary.Holmes at surfcontrol.com Fri Feb 4 03:51:04 2005 From: Gary.Holmes at surfcontrol.com (Gary Holmes) Date: Fri, 4 Feb 2005 08:51:04 -0000 Subject: [rt-users] Dumpfile-to-rt3 Message-ID: <0C3EE0F6AFED7740AF7782796D342E870308E5@wedgwood.surfcontrol.com> > On Thu, Feb 03, 2005 at 01:30:51PM -0000, Gary Holmes wrote: > > Hello again. > > > > I'm going around in circles again. > > > > I'm still trying to move our rt2.0.13 from an older system > to rt3.4.0 on > > a new system. > > > > Try an import into RT 3.2 and upgrade from there? Like my original message said, I've tried various flavors including 3.0.12, 3.2.2 and 3.4. I'll try some more, but I think the issue is unrelated to the rt version. Gary Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From ravin.mathoora at virtualaccess.com Fri Feb 4 03:59:13 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Fri, 4 Feb 2005 08:59:13 -0000 (GMT) Subject: [rt-users] Unprivileged users In-Reply-To: References: <41FFDA06.9030207@campbell-ewald.com> <41FFE057.5010008@uclink.berkeley.edu> <41FFF0C2.9080601@campbell-ewald.com> <42000407.2020002@acronis.com> <42009116.6040606@veepee.com> <20050203164504.GQ337@bestpractical.com> <33957.62.77.191.193.1107454069.squirrel@mail.virtualaccess.com> Message-ID: <32812.62.77.191.193.1107507553.squirrel@mail.virtualaccess.com> Hi Andy, I have read the page that you suggested below, but I am still a bit lost. If I explain the problem a little bit more, maybe you will understand the problem better... I have 2 customers, C1 and C2. I want to give both rights to open up tickets and track their tickets....easily enough done. The only way to do this is give everyone the rights to 'SeeQueue'. This means that when C2 goes to create a new ticket, they see C1 in the queue as well. That is the problem. I only want them to see their queue which is C2. The same happens with C1, they see the Queue for C2 in the drop down menu as well as their own... is there any way around that? Best Regards, Ravin >> Can anyone shed some light on how to restrict C1 customers to queue C1 >> and >> the same for C2. > > > It's not difficult. Start here. > http://wiki.bestpractical.com/index.cgi?Rights > > -- > Andy Harrison > From Ruslan.Zakirov at acronis.com Fri Feb 4 04:35:32 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 04 Feb 2005 12:35:32 +0300 Subject: [rt-users] I am running the Windows packadged solution (3.0.12) from elixis. .. In-Reply-To: <9765B73F7C9D1845A4601411427419A4ED5DA0@corporate.envoyww.com> References: <9765B73F7C9D1845A4601411427419A4ED5DA0@corporate.envoyww.com> Message-ID: <420341E4.5060300@acronis.com> Warden, Greg wrote: > Where can I find out what is new in 3.4? Has anyone worked through the you can view on recent development branches on http://rt3.fsck.com login/pasword: guest/guest. And read announces of the 3.2 and 3.4. > upgrade path from the elixis package of 3.0 to 3.4? Autrijus works on 3.4 port and you can download test1 release. And try it on copy of your server in test mode and help Autrijus polish it. > > Thanks! > Greg > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Gary.Holmes at surfcontrol.com Fri Feb 4 06:26:40 2005 From: Gary.Holmes at surfcontrol.com (Gary Holmes) Date: Fri, 4 Feb 2005 11:26:40 -0000 Subject: Resolution: RE: [rt-users] Dumpfile-to-rt3 Message-ID: <0C3EE0F6AFED7740AF7782796D342E87030905@wedgwood.surfcontrol.com> OK. The moral of the story is: Read what the error is telling you. Although we have a recent Storable on the destination system, the source was running 1.X release. A quick dive into CPAN and that's upgraded. I still can't get a dump from 2.X to load directly into 3.4.X, but it will load into 3.2.X. Simple upgrade from there. Hope this helps someone else. Gary > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: 03 February 2005 15:19 > To: Gary Holmes > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Dumpfile-to-rt3 > > > > > On Thu, Feb 03, 2005 at 01:30:51PM -0000, Gary Holmes wrote: > > Hello again. > > > > I'm going around in circles again. > > > > I'm still trying to move our rt2.0.13 from an older system > to rt3.4.0 on > > a new system. > > > > Try an import into RT 3.2 and upgrade from there? > Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From tomisilori at yahoo.co.uk Fri Feb 4 06:46:59 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Fri, 4 Feb 2005 11:46:59 +0000 (GMT) Subject: [rt-users] Error display in Web UI on Resolve Message-ID: <20050204114659.62358.qmail@web26601.mail.ukl.yahoo.com> Hi all. I run rt 3.2.2, perl 5.8.6, redhat linux 8.0, mod_perl 1 on apache 1.1.9 and mysql 4.1.9. I get this error anytime i click on resolve and i've not been able to get any mails out of RT. I've configured all the scrips to notify owners, requestors, adminccs on create, owner change, status change etc but they are not sending the mails out. please, can someone help me out. I get the error below on the web UI whenever i click on resolve: (Check boxes to disable notifications to the listed recipients) On Comment Notify AdminCcs as Comment with template Admin Comment System error error: Can't locate object method "To" via package "RT::Action::NotifyAsComment" at /opt/rt3/share/html/Ticket/Elements/PreviewScrips line 101. context: ... 97: <%$scrip->Description%>
98: <&|/l, $scrip->ConditionObj->Name, $scrip->ActionObj->Name, $scrip->TemplateObj->Name&>[_1] [_2] with template [_3]99:
100: %foreach my $type qw(To Cc Bcc) {101: %my @addresses = $scrip->ActionObj->Action->$type();102:
    103: %foreach my $addr (@addresses) {104:
  • <%loc($type)%>: <%$addr->address%>105: % }... code stack: /opt/rt3/share/html/Ticket/Elements/PreviewScrips:101 /opt/rt3/share/html/Ticket/Update.html:121 /opt/rt3/share/html/autohandler:221 raw error --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From MarkRoedel at letu.edu Fri Feb 4 09:54:24 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 4 Feb 2005 08:54:24 -0600 Subject: [rt-users] Unprivileged users Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C406@RACHAEL-NEW.letnet.net> Sure. Don't use the global 'SeeQueue' permission. Instead, set the 'User Rights' or 'Group Rights' options in your queue configurations so that each customer only has the permissions relevant to his own queues. -- 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 ravin.mathoora at virtualaccess.com Sent: Friday, February 04, 2005 2:59 AM To: Andy Harrison Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users Hi Andy, I have read the page that you suggested below, but I am still a bit lost. If I explain the problem a little bit more, maybe you will understand the problem better... I have 2 customers, C1 and C2. I want to give both rights to open up tickets and track their tickets....easily enough done. The only way to do this is give everyone the rights to 'SeeQueue'. This means that when C2 goes to create a new ticket, they see C1 in the queue as well. That is the problem. I only want them to see their queue which is C2. The same happens with C1, they see the Queue for C2 in the drop down menu as well as their own... is there any way around that? Best Regards, From Richard.Ellis at Sun.COM Fri Feb 4 11:04:27 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Fri, 04 Feb 2005 16:04:27 +0000 Subject: [rt-users] Re: Problem with rt 3.4 and solaris In-Reply-To: <20050203170008.187834D8157@diesel.bestpractical.com> References: <20050203170008.187834D8157@diesel.bestpractical.com> Message-ID: <1107533067.7854.232.camel@sr-egmp02-11> My understanding from an Engineer I called today is that Socket handling is different. He couldn't elaborate more as he was late for a meeting. I will pass on more as I find out. Have you tried it without that line? ------------------------------ > > Message: 2 > Date: Thu, 3 Feb 2005 09:29:46 -0500 > From: "Jim Greene" > Subject: [rt-users] Problem with rt 3.4 and solaris > To: "RT USERS" > Message-ID: <009301c509fc$cf6f8cd0$0e04a8c0 at calcutta> > Content-Type: text/plain; charset="iso-8859-1" > > Hi All, > Just installed rt 3.4 on Solaris 10 box (SPARC) > WHile trying to do a make initialize-database I get the following: > Creating system user...getservbyname failed for tcp at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 > udp connect: nobody listening at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 > [Thu Feb 3 14:21:45 2005] [crit]: no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 > (/opt/rt3/lib/RT.pm:284) > getservbyname failed for tcp at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 > udp connect: nobody listening at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 > no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 > *** Error code 255 > make: Fatal error: Command failed for target `initialize-database' > > I checked the Wiki and my RT_SiteConfig.pm is the following: > # more RT_SiteConfig.pm > @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); > 1; > > ANy other ideas as to how I can fix this, as the above Wiki's fix does not seem to work. Thanks > > Jim > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20050203/fd7ea94d/attachment.html From jwgreene at megalink.net Fri Feb 4 11:05:37 2005 From: jwgreene at megalink.net (Jim Greene) Date: Fri, 4 Feb 2005 11:05:37 -0500 Subject: [rt-users] Re: Problem with rt 3.4 and solaris References: <20050203170008.187834D8157@diesel.bestpractical.com> <1107533067.7854.232.camel@sr-egmp02-11> Message-ID: <005601c50ad3$5d937810$0e04a8c0@calcutta> Yes, I have tried with and without. Still same error. Jim ----- Original Message ----- From: "Richard Ellis" To: "RT USERS" Sent: Friday, February 04, 2005 11:04 AM Subject: [rt-users] Re: Problem with rt 3.4 and solaris > My understanding from an Engineer I called today is that Socket handling > > is different. He couldn't elaborate more as he was late for a meeting. > > I will pass on more as I find out. > > Have you tried it without that line? > > > ------------------------------ >> >> Message: 2 >> Date: Thu, 3 Feb 2005 09:29:46 -0500 >> From: "Jim Greene" >> Subject: [rt-users] Problem with rt 3.4 and solaris >> To: "RT USERS" >> Message-ID: <009301c509fc$cf6f8cd0$0e04a8c0 at calcutta> >> Content-Type: text/plain; charset="iso-8859-1" >> >> Hi All, >> Just installed rt 3.4 on Solaris 10 box (SPARC) >> WHile trying to do a make initialize-database I get the following: >> Creating system user...getservbyname failed for tcp at >> /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 >> udp connect: nobody listening at >> /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 >> [Thu Feb 3 14:21:45 2005] [crit]: no connection to syslog available at >> /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 >> (/opt/rt3/lib/RT.pm:284) >> getservbyname failed for tcp at >> /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 >> udp connect: nobody listening at >> /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 >> no connection to syslog available at >> /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 >> *** Error code 255 >> make: Fatal error: Command failed for target `initialize-database' >> >> I checked the Wiki and my RT_SiteConfig.pm is the following: >> # more RT_SiteConfig.pm >> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); >> 1; >> >> ANy other ideas as to how I can fix this, as the above Wiki's fix does >> not seem to work. Thanks >> >> Jim >> -------------- next part -------------- >> An HTML attachment was scrubbed... >> URL: >> http://lists.bestpractical.com/pipermail/rt-users/attachments/20050203/fd7ea94d/attachment.html > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From asmoore at edge.net Fri Feb 4 11:14:37 2005 From: asmoore at edge.net (Alex S Moore) Date: Fri, 04 Feb 2005 10:14:37 -0600 Subject: [rt-users] Re: Problem with rt 3.4 and solaris In-Reply-To: <005601c50ad3$5d937810$0e04a8c0@calcutta> References: <20050203170008.187834D8157@diesel.bestpractical.com> <1107533067.7854.232.camel@sr-egmp02-11> <005601c50ad3$5d937810$0e04a8c0@calcutta> Message-ID: <42039F6D.2060404@edge.net> Jim Greene wrote: >>> I checked the Wiki and my RT_SiteConfig.pm is the following: >>> # more RT_SiteConfig.pm >>> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); >>> 1; You do not want to define @LogToSyslogConf, as 'socket => 'inet'' is what you want. I am not sure of the perl and/or RT syntax, but you want socket=inet. You also cannot have LOG_FROM_REMOTE=NO in /etc/default/syslogd. It should be '= YES' Alex From sturner at MIT.EDU Fri Feb 4 11:20:15 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 04 Feb 2005 11:20:15 -0500 Subject: [rt-users] Re: Problem with rt 3.4 and solaris In-Reply-To: <005601c50ad3$5d937810$0e04a8c0@calcutta> References: <20050203170008.187834D8157@diesel.bestpractical.com> <1107533067.7854.232.camel@sr-egmp02-11> Message-ID: <5.2.1.1.2.20050204111755.01f3d3a8@po14.mit.edu> At Friday 2/4/2005 11:05 AM, Jim Greene wrote: >Yes, I have tried with and without. Still same error. > >Jim Jim, It may or may not help, but there was a posting about a similar problem before (Solaris 8) - see http://marc.free.net.ph/message/20030715.071640.1ace5b74.html Steve From Richard.Ellis at Sun.COM Fri Feb 4 12:48:53 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Fri, 04 Feb 2005 17:48:53 +0000 Subject: [rt-users] Re: Re: Problem with rt 3.4 and solaris In-Reply-To: <20050204170006.720BA4D80DC@diesel.bestpractical.com> References: <20050204170006.720BA4D80DC@diesel.bestpractical.com> Message-ID: <1107539332.7854.311.camel@sr-egmp02-11> There is also my slightly more brute force fix which seems to work for some people better than the RT_Siteconfig.pm option http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog > > Message: 4 > Date: Fri, 04 Feb 2005 11:20:15 -0500 > From: Stephen Turner > Subject: Re: [rt-users] Re: Problem with rt 3.4 and solaris > To: "Jim Greene" , "RT USERS" > > Message-ID: <5.2.1.1.2.20050204111755.01f3d3a8 at po14.mit.edu> > Content-Type: text/plain; charset="us-ascii"; format=flowed > > At Friday 2/4/2005 11:05 AM, Jim Greene wrote: > >Yes, I have tried with and without. Still same error. > > > >Jim > > Jim, > > It may or may not help, but there was a posting about a similar problem > before (Solaris 8) - see > http://marc.free.net.ph/message/20030715.071640.1ace5b74.html > > Steve > > > > ------------------------------ > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > End of RT-Users Digest, Vol 11, Issue 19 > **************************************** From jwgreene at megalink.net Fri Feb 4 12:53:16 2005 From: jwgreene at megalink.net (Jim Greene) Date: Fri, 4 Feb 2005 12:53:16 -0500 Subject: [rt-users] Re: Re: Problem with rt 3.4 and solaris References: <20050204170006.720BA4D80DC@diesel.bestpractical.com> <1107539332.7854.311.camel@sr-egmp02-11> Message-ID: <01cd01c50ae2$67a12d70$0e04a8c0@calcutta> I have tried that, to no avail. Jim ----- Original Message ----- From: "Richard Ellis" To: "RT USERS" Sent: Friday, February 04, 2005 12:48 PM Subject: [rt-users] Re: Re: Problem with rt 3.4 and solaris > There is also my slightly more brute force fix which seems to work for > some people better than the RT_Siteconfig.pm option > http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog > >> >> Message: 4 >> Date: Fri, 04 Feb 2005 11:20:15 -0500 >> From: Stephen Turner >> Subject: Re: [rt-users] Re: Problem with rt 3.4 and solaris >> To: "Jim Greene" , "RT USERS" >> >> Message-ID: <5.2.1.1.2.20050204111755.01f3d3a8 at po14.mit.edu> >> Content-Type: text/plain; charset="us-ascii"; format=flowed >> >> At Friday 2/4/2005 11:05 AM, Jim Greene wrote: >> >Yes, I have tried with and without. Still same error. >> > >> >Jim >> >> Jim, >> >> It may or may not help, but there was a posting about a similar problem >> before (Solaris 8) - see >> http://marc.free.net.ph/message/20030715.071640.1ace5b74.html >> >> Steve >> >> >> >> ------------------------------ >> >> _______________________________________________ >> RT-Users mailing list >> RT-Users at lists.bestpractical.com >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> End of RT-Users Digest, Vol 11, Issue 19 >> **************************************** > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From asmoore at edge.net Fri Feb 4 13:15:29 2005 From: asmoore at edge.net (Alex S Moore) Date: Fri, 04 Feb 2005 12:15:29 -0600 Subject: [rt-users] Re: Re: Problem with rt 3.4 and solaris In-Reply-To: <01cd01c50ae2$67a12d70$0e04a8c0@calcutta> References: <20050204170006.720BA4D80DC@diesel.bestpractical.com> <1107539332.7854.311.camel@sr-egmp02-11> <01cd01c50ae2$67a12d70$0e04a8c0@calcutta> Message-ID: <4203BBC1.6090405@edge.net> Jim Greene wrote: > I have tried that, to no avail. > > > Jim Did my suggestion on /etc/default/syslogd not help either? Actually, that piece came from another blastwave.org maintainer, Ihsan, on a different problem that we were working on. Alex From mike.parker at ga.com Fri Feb 4 12:32:13 2005 From: mike.parker at ga.com (M. D. Parker) Date: Fri, 4 Feb 2005 09:32:13 -0800 Subject: [rt-users] RT 3.4 -- Using MySQL 3.23.58 on RH AE 3 system In-Reply-To: <5.2.1.1.2.20050204111755.01f3d3a8@po14.mit.edu> Message-ID: <200502041732.j14HWDtc031540@mars.sd.gat.com> What are the risks/problems encountered in using RT3.4 using MySQL 3.23.58 over MySQL 4.0.x? I have a supported and controlled RH AE3 installation and upgrading this might require significant numbers of items to be recompiled and perhaps not supported if it should cause other systems problems. ========================================== M. D. Parker Systems Administrator General Atomics / Electromagnetic Systems +1 858 455 2877 mike.parker at ga.com From rick.mitchell at allstream.com Fri Feb 4 13:45:48 2005 From: rick.mitchell at allstream.com (Rick Mitchell) Date: Fri, 4 Feb 2005 13:45:48 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? Message-ID: <027e97545f7260756968de53104bf87a4203c519@itservices.allstream.com> Hey Everyone, I'm keeping my fingers crossed that someone out there can help me. I've been through the Jan05/Feb05 archives and can't find anything on this issue. The closest threads are: Dumpfile-to-rt3 > My problem isn't ticket text going to rt3 it's dumping users from rt2 (or more specifically my problem with anything going to RT3 is because of the problems dumping users from rt2) RT2 to RT3 user import problems > Someone doing their own hackery to import and got no replies (not in Jan when he posted anyway) Maybe I just didn't find the right thread, so if my answer is already out there please just point me in the right direction. We have a 2.0.15 instance running, and a 3.4.0 installed. The dump script from 2.0.15 does run and complete without errors however the import script fails. Upon check the metadata file from the dump I see that the only user information that was actually dumped was the numeric userids (see example below). I think I'm using version 1.23 of the tool (the readme has the following date at the bottom with your contact info: 24 Jan 2003). The versions of the tool seem a little misleading/confusing based on copyright dates etc there is a version 1.8 (or 1.9) in the devel downloads area but it's dated older (2003) then 1.23 (2004). Am I just using the wrong version of the tool? This is what the user section of metadata looks like (only with a lot more entries ;) ) : 'User' => [ { 'id' => '1112' }, { 'id' => '819' }, { 'id' => '301' } ], Any assistance would be greatly appreciated. Thanks, Rick From rick.mitchell at allstream.com Fri Feb 4 14:18:08 2005 From: rick.mitchell at allstream.com (Rick Mitchell) Date: Fri, 4 Feb 2005 14:18:08 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <4203C638.6090308@ucrwcu.rwc.uc.edu> Message-ID: The two installations are completely separate. The lib and etc lines (as applicable) point the appropriate places. Rick -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Friday, February 04, 2005 2:00 PM To: Rick Mitchell Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt2_to_rt3 only exports userid numbers no user details? You need to dump the data before you install anything from the 3.x tree. From the README: Tell rt-2.0-to-dumpfile where your RT libraries live. (Edit the 'use lib' lines) Execute: rt-2.0-to-dumpfile DIRNAME DIRNAME will now contain one file called "metadata" and one subdirectories which contain about 1000 files, 1 file per ticket. Install rt3. Let it set up your rt3 database. Tell dumpfile-to-rt-3.0 where your RT libraries live. (Edit the 'use lib' lines) Rick Mitchell wrote: >Hey Everyone, > I'm keeping my fingers crossed that someone out there can help me. >I've been through the Jan05/Feb05 archives and can't find anything on this issue. > > >The closest threads are: >Dumpfile-to-rt3 > My problem isn't ticket text going to rt3 it's >dumping users from rt2 (or more specifically my problem with anything >going to RT3 is because of the problems dumping users from rt2) >RT2 to RT3 user import problems > Someone doing their own hackery to >import and got no replies (not in Jan when he posted anyway) > >Maybe I just didn't find the right thread, so if my answer is already >out there please just point me in the right direction. > >We have a 2.0.15 instance running, and a 3.4.0 installed. The dump >script from 2.0.15 does run and complete without errors however the >import script fails. Upon check the metadata file from the dump I see >that the only user information that was actually dumped was the numeric >userids (see example below). I think I'm using version 1.23 of the tool >(the readme has the following date at the bottom with your contact >info: 24 Jan 2003). The versions of the tool seem a little >misleading/confusing based on copyright dates etc there is a version >1.8 (or 1.9) in the devel downloads area but it's dated older (2003) >then 1.23 (2004). Am I just using the wrong version of the tool? > >This is what the user section of metadata looks like (only with a lot more >entries ;) ) : > >'User' => [ > { > 'id' => '1112' > }, > { > 'id' => '819' > }, > { > 'id' => '301' > } > ], > >Any assistance would be greatly appreciated. > >Thanks, >Rick > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From barnesaw at ucrwcu.rwc.uc.edu Fri Feb 4 14:00:08 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 04 Feb 2005 14:00:08 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <027e97545f7260756968de53104bf87a4203c519@itservices.allstream.com> References: <027e97545f7260756968de53104bf87a4203c519@itservices.allstream.com> Message-ID: <4203C638.6090308@ucrwcu.rwc.uc.edu> You need to dump the data before you install anything from the 3.x tree. From the README: Tell rt-2.0-to-dumpfile where your RT libraries live. (Edit the 'use lib' lines) Execute: rt-2.0-to-dumpfile DIRNAME DIRNAME will now contain one file called "metadata" and one subdirectories which contain about 1000 files, 1 file per ticket. Install rt3. Let it set up your rt3 database. Tell dumpfile-to-rt-3.0 where your RT libraries live. (Edit the 'use lib' lines) Rick Mitchell wrote: >Hey Everyone, > I'm keeping my fingers crossed that someone out there can help me. I've >been through the Jan05/Feb05 archives and can't find anything on this issue. > > >The closest threads are: >Dumpfile-to-rt3 > My problem isn't ticket text going to rt3 it's dumping >users from rt2 (or more specifically my problem with anything going to RT3 >is because of the problems dumping users from rt2) >RT2 to RT3 user import problems > Someone doing their own hackery to import >and got no replies (not in Jan when he posted anyway) > >Maybe I just didn't find the right thread, so if my answer is already out >there please just point me in the right direction. > >We have a 2.0.15 instance running, and a 3.4.0 installed. The dump script >from 2.0.15 does run and complete without errors however the import script >fails. Upon check the metadata file from the dump I see that the only user >information that was actually dumped was the numeric userids (see example >below). I think I'm using version 1.23 of the tool (the readme has the >following date at the bottom with your contact info: 24 Jan 2003). The >versions of the tool seem a little misleading/confusing based on copyright >dates etc there is a version 1.8 (or 1.9) in the devel downloads area but >it's dated older (2003) then 1.23 (2004). Am I just using the wrong version >of the tool? > >This is what the user section of metadata looks like (only with a lot more >entries ;) ) : > >'User' => [ > { > 'id' => '1112' > }, > { > 'id' => '819' > }, > { > 'id' => '301' > } > ], > >Any assistance would be greatly appreciated. > >Thanks, >Rick > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From trosmus at nwnexus.net Fri Feb 4 14:15:26 2005 From: trosmus at nwnexus.net (Tim Rosmus) Date: Fri, 4 Feb 2005 11:15:26 -0800 (PST) Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <027e97545f7260756968de53104bf87a4203c519@itservices.allstream.com> References: <027e97545f7260756968de53104bf87a4203c519@itservices.allstream.com> Message-ID: On Fri, 4 Feb 2005, Rick Mitchell wrote: |# Hey Everyone, |# I'm keeping my fingers crossed that someone out there can help me. I've |# been through the Jan05/Feb05 archives and can't find anything on this issue. |# |# The closest threads are: |# Dumpfile-to-rt3 > My problem isn't ticket text going to rt3 it's dumping |# users from rt2 (or more specifically my problem with anything going to RT3 |# is because of the problems dumping users from rt2) |# RT2 to RT3 user import problems > Someone doing their own hackery to import |# and got no replies (not in Jan when he posted anyway) |# I too am going through this process currently and am also having the same problem. Anyone have a hint/answer? Doing a quick/simple debug of the code shows that in export_user... my $blank_User = RT::User->new($RT::SystemUser); $blank_User->_Accessible( 'Foo', 'read' ); my $acc = $blank_User->{_AccessibleCache}; $acc does not get set so $param in the following... foreach my $param ( sort keys %$acc, 'id' ) { gets nothing but 'id' -- Tim Rosmus Postmaster / USENET / DNS Northwest Nexus Inc. From barnesaw at ucrwcu.rwc.uc.edu Fri Feb 4 14:26:14 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 04 Feb 2005 14:26:14 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: References: Message-ID: <4203CC56.5000707@ucrwcu.rwc.uc.edu> If you have 3.x installed on the same machine as 2.x, it will parts of the 3.x install and dump bad data. Hence the instruction to dump from 2.x BEFORE installing 3.x Telling them to use different libs does not matter, speaking from experience. Rick Mitchell wrote: >The two installations are completely separate. The lib and etc lines (as >applicable) point the appropriate places. > >Rick > >-----Original Message----- >From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >Sent: Friday, February 04, 2005 2:00 PM >To: Rick Mitchell >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] rt2_to_rt3 only exports userid numbers no user >details? > >You need to dump the data before you install anything from the 3.x tree. > From the README: > > Tell rt-2.0-to-dumpfile where your RT libraries live. (Edit the 'use > lib' lines) > > Execute: > rt-2.0-to-dumpfile DIRNAME > > DIRNAME will now contain one file called "metadata" and one > subdirectories > which contain about 1000 files, 1 file per ticket. > > > Install rt3. Let it set up your rt3 database. > > Tell dumpfile-to-rt-3.0 where your RT libraries live. (Edit the 'use > lib' lines) > > > >Rick Mitchell wrote: > > > >>Hey Everyone, >> I'm keeping my fingers crossed that someone out there can help me. >>I've been through the Jan05/Feb05 archives and can't find anything on this >> >> >issue. > > >>The closest threads are: >>Dumpfile-to-rt3 > My problem isn't ticket text going to rt3 it's >>dumping users from rt2 (or more specifically my problem with anything >>going to RT3 is because of the problems dumping users from rt2) >>RT2 to RT3 user import problems > Someone doing their own hackery to >>import and got no replies (not in Jan when he posted anyway) >> >>Maybe I just didn't find the right thread, so if my answer is already >>out there please just point me in the right direction. >> >>We have a 2.0.15 instance running, and a 3.4.0 installed. The dump >>script from 2.0.15 does run and complete without errors however the >>import script fails. Upon check the metadata file from the dump I see >>that the only user information that was actually dumped was the numeric >>userids (see example below). I think I'm using version 1.23 of the tool >>(the readme has the following date at the bottom with your contact >>info: 24 Jan 2003). The versions of the tool seem a little >>misleading/confusing based on copyright dates etc there is a version >>1.8 (or 1.9) in the devel downloads area but it's dated older (2003) >>then 1.23 (2004). Am I just using the wrong version of the tool? >> >>This is what the user section of metadata looks like (only with a lot more >>entries ;) ) : >> >>'User' => [ >> { >> 'id' => '1112' >> }, >> { >> 'id' => '819' >> }, >> { >> 'id' => '301' >> } >> ], >> >>Any assistance would be greatly appreciated. >> >>Thanks, >>Rick >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>RT Administrator and Developer training is coming to your town soon! >> >> >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com >for details. > > >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> >> > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From Millard.Matt at principal.com Fri Feb 4 14:25:48 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Fri, 4 Feb 2005 13:25:48 -0600 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? Message-ID: <6201DF063335254BA0D6AA7053D1011706AD6BD9@pfgdsmmbx006.principalusa.corp.principal.com> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rick Mitchell Sent: Friday, February 04, 2005 12:46 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? This is what the user section of metadata looks like (only with a lot more entries ;) ) : 'User' => [ { 'id' => '1112' }, { 'id' => '819' }, { 'id' => '301' } ], -----Original Message----- I've just completed a 2.0.15 -> 3.2.2 -> 3.4.0 migration. Here's what my User metadata looks like: 'User' => [ { 'LastUpdated' => '2003-08-20 14:50:36+00', 'Creator' => '1', 'Password' => 'xxxxxxxxxx', 'Comments' => 'Autocreated on ticket submission', 'Name' => 'aaaaa at example.com', 'RealName' => 'aaaaa at example.com', 'LastUpdatedBy' => '1', 'id' => '188', 'Created' => '2003-08-20 14:50:31+00', 'EmailAddress' => 'aaaaa at example.com' }, Red Hat Linux 7.3 RT 2.0.15 Perl 5.6.1 Storable 2.04 <-- what version are you running? Postgresql 7.2.4 -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. From trosmus at nwnexus.net Fri Feb 4 14:35:42 2005 From: trosmus at nwnexus.net (Tim Rosmus) Date: Fri, 4 Feb 2005 11:35:42 -0800 (PST) Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <4203CC56.5000707@ucrwcu.rwc.uc.edu> References: <4203CC56.5000707@ucrwcu.rwc.uc.edu> Message-ID: On Fri, 4 Feb 2005, Drew Barnes wrote: |# If you have 3.x installed on the same machine as 2.x, it will parts of the |# 3.x install and dump bad data. Hence the instruction to dump from 2.x BEFORE |# installing 3.x |# Telling them to use different libs does not matter, speaking from experience. |# My setup is on two completely different machines and I am having the same problems Rick is. V3 is no where near V2 during the dump. |# Rick Mitchell wrote: |# |# > The two installations are completely separate. The lib and etc lines (as |# > applicable) point the appropriate places. |# > -- Tim Rosmus Postmaster / USENET / DNS Northwest Nexus Inc. From johan at theinternetone.net Fri Feb 4 14:39:20 2005 From: johan at theinternetone.net (Johan Jonkers) Date: Fri, 04 Feb 2005 13:39:20 -0600 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? References: <027e97545f7260756968de53104bf87a4203c519@itservices.allstream.com> Message-ID: <4203CF68.4080203@theinternetone.net> Rick Mitchell wrote: >This is what the user section of metadata looks like (only with a lot more >entries ;) ) : > >'User' => [ > { > 'id' => '1112' > }, > > I had a similar problem. In my case the problem was a version conflict, in what I think was the SearchBuilder perl file (my perl knowledge is like 0). I solved it by taking an older version of perl libraries (5.005 IIRC). From rick.mitchell at allstream.com Fri Feb 4 14:40:16 2005 From: rick.mitchell at allstream.com (Rick Mitchell) Date: Fri, 4 Feb 2005 14:40:16 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <6201DF063335254BA0D6AA7053D1011706AD6BD9@pfgdsmmbx006.principalusa.corp.principal.com> Message-ID: <7291baa49fc8616f6731a8d92e4e7dda4203cfa0@itservices.allstream.com> Version Info as requested: Solaris 8 RT 2.0.15 (and 3.4.0) Perl 5.8.0 Storable 2.13 MySQL 4.0.23 From dkettmann at netlogic.net Fri Feb 4 14:30:13 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Fri, 4 Feb 2005 13:30:13 -0600 Subject: [rt-users] New CustomFields Message-ID: Hi all, I am new to RT and hope this will end up being the solution I am looking for. I have a couple questions about CustomFields. First, is there a limit to how many items you can have in a 'select one' field? I have alot of entries I need to put into this 'select one' CustomField, is there a way for me to manually create it? I tried looking for where my CustomFields might be stored, but I couldnt find them. I didnt see an option to import from a cvs or other type of file. Any help is appreciated. Thanks, Dave Kettmann NetLogic 636-561-0680 From rkagan at yorku.ca Fri Feb 4 15:03:15 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Fri, 4 Feb 2005 15:03:15 -0500 (EST) Subject: [rt-users] New CustomFields In-Reply-To: References: Message-ID: If you want you can do it through SQL directly (just be careful ;p) The tables are CustomFields and CustomFieldValues. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Fri, 4 Feb 2005, Dave Kettmann wrote: > Hi all, > > I am new to RT and hope this will end up being the solution I am looking for. > > I have a couple questions about CustomFields. First, is there a limit to how many items you can have in a 'select one' field? I have alot of entries I need to put into this 'select one' CustomField, is there a way for me to manually create it? I tried looking for where my CustomFields might be stored, but I couldnt find them. I didnt see an option to import from a cvs or other type of file. > > Any help is appreciated. > > Thanks, > > Dave Kettmann > NetLogic > 636-561-0680 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From Ruslan.Zakirov at acronis.com Fri Feb 4 15:09:43 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 04 Feb 2005 23:09:43 +0300 Subject: [rt-users] Error display in Web UI on Resolve In-Reply-To: <20050204114659.62358.qmail@web26601.mail.ukl.yahoo.com> References: <20050204114659.62358.qmail@web26601.mail.ukl.yahoo.com> Message-ID: <4203D687.8050806@acronis.com> oops, me is going to test it, soon. Oluwatomisin Ilori wrote: > > Hi all. > > I run rt 3.2.2, perl 5.8.6, redhat linux 8.0, mod_perl 1 on apache > 1.1.9 and mysql 4.1.9. I get this error anytime i click on resolve and > i've not been able to get any mails out of RT. I've configured all the > scrips to notify owners, requestors, adminccs on create, owner change, > status change etc but they are not sending the mails out. please, can > someone help me out. I get the error below on the web UI whenever i > click on resolve: > > /(Check boxes to disable notifications to the listed recipients)/ > ** > On Comment Notify AdminCcs as Comment with template Admin Comment > > *System error* > > *error:* Can't locate object method "To" via package > "RT::Action::NotifyAsComment" at > /opt/rt3/share/html/Ticket/Elements/PreviewScrips line 101. > *context:* > *...* > *97:* <%$scrip->Description%>
    > *98:* <&|/l, $scrip->ConditionObj->Name, $scrip->ActionObj->Name, > $scrip->TemplateObj->Name&>[_1] [_2] with template [_3] > *99:*
    > *100:* %foreach my $type qw(To Cc Bcc) { > *101:* %my @addresses = $scrip->ActionObj->Action->$type(); > *102:*
      > *103:* %foreach my $addr (@addresses) { > *104:*
    • <%loc($type)%>: name="Ticket-<%$TicketObj->id%>-SquelchMailTo" > value="<%$addr->address%>"> <%$addr->address%> > *105:* % } > *...* > > *code stack:* /opt/rt3/share/html/Ticket/Elements/PreviewScrips:101 > /opt/rt3/share/html/Ticket/Update.html:121 > /opt/rt3/share/html/autohandler:221 > > raw error > > > > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From maxime.levasseur at b3g-telecom.com Fri Feb 4 15:11:04 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Fri, 04 Feb 2005 21:11:04 +0100 Subject: [rt-users] Installing a rt-3.4.0 on fedora 3 - mysql issue duringthe make initialize-database In-Reply-To: <32809.62.77.191.193.1107506993.squirrel@mail.virtualaccess.com> References: <4202008B.6010409@b3g-telecom.com> <4202D3A5.20109@hknet.com> <32809.62.77.191.193.1107506993.squirrel@mail.virtualaccess.com> Message-ID: <4203D6D8.1020209@b3g-telecom.com> ravin.mathoora at virtualaccess.com wrote: >Hi Maxime, if you look below, I have put in extra syntax and it will >work if you do this step....I had the same problem! > > > >>you should rebuild perl module DBD::mysql against your new mysql >>libraries since the one came with FC3 is built against mysql 3.2.x >>libraries. >> >>Maxime Levasseur wrote: >> >> >>>Hi all, >>> >>>I'm trying a new install on a new box. >>>Fedora Core 3, full install. >>>I made the Mysql upgrade to a 4.1.9 standard version without any >>>problem. >>>No missing dependancies at all. >>> >>>Off course i'm root during the install. >>> >>>make install ==> no problem. >>>make initialize-Database ==> >>> >>>[root at rt2 rt-3.4.0]# make initialize-database >>>/usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba >>>root --prompt-for-dba-password >>>In order to create or update your RT database,this script needs to >>>connect to your mysql instance on localhost as root. >>>Please specify that user's database password below. If the user has no >>>database >>>password, just press return. >>> >>>Password: I give the good password ... >>> >>>DBI connect(';host=localhost','root',...) failed: Client does not >>>support authentication protocol requested by server; consider upgrading >>>MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101 >>>Failed to connect to dbi:mysql:;host=localhost as root: Client does not >>>support authentication protocol requested by server; consider upgrading >>>MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101, >>>line 1. >>>make: *** [initialize-database] Erreur 255 >>> >>>Ooops ... >>>So I passed the following command : >>> >>> > >log into mysql: >mysql -p >Enter root password >Type in the following commands >1.use rt3; >2.SET PASSWORD FOR 'rt_user'@'localhost' >= OLD_PASSWORD('rt_pass'); #this is the rt_user password > > >>>and tried a Make initialize-database again and now i have : >>>[root at rt2 rt-3.4.0]# make initialize-database >>>/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root >>>--prompt-for-dba-password >>> >>>In order to create or update your RT database,this script needs to >>>connect to your mysql instance on localhost as root. >>>Please specify that user's database password below. If the user has no >>>database >>>password, just press return. >>> >>>Password:xxxxxx >>>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 >>>[Tue Feb 1 22:44:29 2005] [crit]: Connect Failed Client does not >>>support authentication protocol requested by server; consider upgrading >>>MySQL client >>>at //opt/rt3/sbin/rt-setup-database line 384 >>>(/opt/rt3/lib/RT.pm:285) >>>make: *** [initialize-database] Error 255 >>> >>>What can ( must) i do now ? >>> >>> >>>Best Regards and thanks for your help. >>> >>>Max. >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>RT Administrator and Developer training is coming to your town soon! >>>(Boston, San Francisco, Austin, Sydney) Contact >>>training at bestpractical.com for details. >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> >>> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>RT Administrator and Developer training is coming to your town soon! >>(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com >>for details. >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> Ravin, My problem has been solved with the SET PASSWORD FOR 'rt_user'@'localhost'= OLD_PASSWORD('rt_pass'); command : ) Thanks a lot and best regards. Max. Stephen : Thanks too. From gwarden at envoyww.com Fri Feb 4 15:38:48 2005 From: gwarden at envoyww.com (Warden, Greg) Date: Fri, 4 Feb 2005 15:38:48 -0500 Subject: [rt-users] Trying the elixis test1 version of 3.4 windows port Message-ID: <9765B73F7C9D1845A4601411427419A4ED5DAA@corporate.envoyww.com> For me at least, http://localhost:8284/Edit/Global/Basic/ Does not appear to exist, nor does their appear to be a link to the "Tabbed" interface. The tabbed interface had a global settings page which was where the smtp server is set (and the debug level). If this interface is no longer supported, where would I find the appropriate place to change these settings? //depot/RT/winrt/conf/RT_Config.pm Does not appear to automatically get loaded when I restart the RT service? Any help would be great! Greg (FWIW I am quite willing to go with the 3.0 release for now, if there is an easy way to get the export search as a file feature added in) Greg -------------- next part -------------- An HTML attachment was scrubbed... URL: From autrijus at autrijus.org Fri Feb 4 16:13:38 2005 From: autrijus at autrijus.org (Autrijus Tang) Date: Sat, 5 Feb 2005 05:13:38 +0800 Subject: [rt-users] Trying the elixis test1 version of 3.4 windows port In-Reply-To: <9765B73F7C9D1845A4601411427419A4ED5DAA@corporate.envoyww.com> References: <9765B73F7C9D1845A4601411427419A4ED5DAA@corporate.envoyww.com> Message-ID: <20050204211338.GB56843@aut.dyndns.org> On Fri, Feb 04, 2005 at 03:38:48PM -0500, Warden, Greg wrote: > For me at least, > > http://localhost:8284/Edit/Global/Basic/ > > > Does not appear to exist, nor does their appear to be a link to the "Tabbed" > interface. Right, the TabbedUI has not been ported to 3.4, which is why it's in the -testing series. Also the session handling is not quite there. Once we've fixed this, we'll call it -rc. :) Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From rt at chaka.net Fri Feb 4 16:33:15 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 4 Feb 2005 16:33:15 -0500 Subject: [rt-users] New CustomFields In-Reply-To: References: Message-ID: <20050204213315.GF20353@chaka.net> Ack! Do no such thing! Here is a script that takes 2 arguments, the name of the CF and the name of a file that has one CF value per line to be added to the CF. #!/usr/bin/perl use strict; use Carp; use lib ("/opt/rt3/lib", "/opt/rt3/local/lib"); use RT; RT::LoadConfig; RT::Init; my $fields = RT::CustomFields->new($RT::SystemUser); $fields->UnLimit; $fields->Limit( FIELD => 'Name', VALUE => shift ); my $cf = $fields->First; while (<>) { chomp; $cf->AddValue(Name => $_) or warn "Couldn't load value $_"; } On Fri, Feb 04, 2005 at 03:03:15PM -0500, Ramon Kagan wrote: > If you want you can do it through SQL directly (just be careful ;p) > > The tables are CustomFields and CustomFieldValues. > > Ramon Kagan > York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 > rkagan at yorku.ca > > ----------------------------------- ------------------------------------ > I have not failed. I have just I don't know the secret to success, > found 10,000 ways that don't work. but the secret to failure is > trying to please everybody. > - Thomas Edison - Bill Cosby > ----------------------------------- ------------------------------------ > > On Fri, 4 Feb 2005, Dave Kettmann wrote: > > > Hi all, > > > > I am new to RT and hope this will end up being the solution I am looking for. > > > > I have a couple questions about CustomFields. First, is there a limit to how many items you can have in a 'select one' field? I have alot of entries I need to put into this 'select one' CustomField, is there a way for me to manually create it? I tried looking for where my CustomFields might be stored, but I couldnt find them. I didnt see an option to import from a cvs or other type of file. > > > > Any help is appreciated. > > > > Thanks, > > > > Dave Kettmann > > NetLogic > > 636-561-0680 > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From bestpractical at vipercode.com Fri Feb 4 18:32:34 2005 From: bestpractical at vipercode.com (Thomas Yandell) Date: Fri, 4 Feb 2005 23:32:34 +0000 Subject: [rt-users] [bug] fastcgi mime types In-Reply-To: <20050202182728.GA20337@computing-services.oxford.ac.uk> References: <54793.62.189.77.221.1107363932.squirrel@mail.yandell.me.uk> <20050202182906.GQ337@bestpractical.com> <20050202182728.GA20337@computing-services.oxford.ac.uk> Message-ID: <200502042332.34566.bestpractical@vipercode.com> The workaround didn't work for me. This isn't a big problem for me as long as there is a fix on the horizon. Thanks for your help. Regards, Tom On Wednesday 02 February 2005 18:27, Stephen Quinney wrote: > On Wed, Feb 02, 2005 at 01:29:06PM -0500, Jesse Vincent wrote: > > > I think the problem is caused by the request for the image being sent > > > via the RT::Mason handler, that stanza should make it do the correct > > > thing instead. > > > > html/NoAuth/images/autohandler should also make this dtrt. > > aha, this isn't there in RT3.0.12 but is there in RT3.2 and beyond. I > think the apache config change should be a sufficient workaround for > the problem. > > Thanks, > > Stephen Quinney From Kris.Boutilier at scrd.bc.ca Fri Feb 4 19:12:09 2005 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Fri, 4 Feb 2005 16:12:09 -0800 Subject: [rt-users] "Forgotten password reset" tool for unpriviledged users? Message-ID: Just wondering if someone may have already implemented such a thing - essentially to sit on the login page and help out those poor souls who may have already had a password autogenerated in the past but have long since forgotten it? Thanks. Kris Boutilier Information Services Coordinator Sunshine Coast Regional District From tomisilori at yahoo.co.uk Sat Feb 5 10:09:30 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Sat, 5 Feb 2005 15:09:30 +0000 (GMT) Subject: [rt-users] Error display in Web UI on Resolve In-Reply-To: <4203F0E6.7040101@acronis.com> Message-ID: <20050205150930.99938.qmail@web26603.mail.ukl.yahoo.com> This is also part of the error. Please, any help would be greatly appreciated. Can't locate object method "To" via package "RT::Action::Notify" at /opt/rt3/share/html/Ticket/Elements/PreviewScrips line 101.Trace begun at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "To" via package "RT::Action::Notify" at /opt/rt3/share/html/Ticket/Elements/PreviewScrips line 101.^J') called at /opt/rt3/share/html/Ticket/Elements/PreviewScrips line 101HTML::Mason::Commands::__ANON__('TicketObj', 'RT::Ticket=HASH(0x975a3d0)', 'Action', 'Respond', 'id', 3) called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98e6580)', 'TicketObj', 'RT::Ticket=HASH(0x975a3d0)', 'Action', 'Respond', 'id', 3) called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1074eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1068HTML::Mason::Request::comp(undef, undef, 'TicketObj', 'RT::Ticket=HASH(0x975a3d0)', 'Action', 'Respond', 'id', 3) called at /opt/rt3/share/html/Ticket/Update.html line 121HTML::Mason::Commands::__ANON__('Action', 'Respond', 'id', 3, 'Action', 'Respond', 'id', 3) called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x899b10c)', 'Action', 'Respond', 'id', 3, 'Action', 'Respond', 'id', 3) called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1074eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1068HTML::Mason::Request::comp(undef, undef, 'Action', 'Respond', 'id', 3, 'Action', 'Respond', 'id', 3) called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 760HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9a36618)', 'Action', 'Respond', 'id', 3) called at /opt/rt3/share/html/autohandler line 221HTML::Mason::Commands::__ANON__('Action', 'Respond', 'id', 3) called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x971d4b0)', 'Action', 'Respond', 'id', 3) called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1069eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1068HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Respond', 'id', 3) called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 338eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 338eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 297HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9a36618)') called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9a36618)') called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 827HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9675f3c)', 'Apache=SCALAR(0x98eb670)') called at /opt/rt3/bin/webmux.pl line 126eval {...} at /opt/rt3/bin/webmux.pl line 126RT::Mason::handler('Apache=SCALAR(0x98eb670)') called at /dev/null line 0eval {...} at /dev/null line 0 "Ruslan U. Zakirov" wrote: I can't reproduce that with 3.2.HEAD :( Oluwatomisin Ilori wrote: > Thanks so much, pls I would be very glad if u can help me look thru > this. I discovered that it's only when I click on reply/resolve/comment > that i get this error using the root account or an account that has > super user rights. > > Thanks. > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben at atomicmatrix.net Sun Feb 6 12:10:12 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Sun, 6 Feb 2005 12:10:12 -0500 Subject: [rt-users] Does RT start threshing if mysql has a problem. In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC810535@msmpk02.corp.autc.com> Message-ID: <20050206173745.17EC84D806F@diesel.bestpractical.com> It's possible a long or infinite loop was hit trying to create the ticket and the REST API or something between (and including) sendmail and RT hit a timeout and retried. A few things come to mind: 1) Is the message-id in all the duplicate tickets the same (view full headers inside the RT web interface). If it's the same, the email was not re-submitted. If they ARE different, the resubmission likely occurred OUTSIDE your sendmail/RT instance. Fully parsing the headers to find out where/how would be in order. 2) If this happens again, use "show processlist" inside MySQL so you can find out what query (or queries) was running and chewing CPU - that would give a lot of insight towards the issues. 3) You might want to turn on slow query logging (MySQL /etc/my.cnf option) Hope that helps, -=| Ben > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Pei Ku > Sent: Monday, January 31, 2005 2:49 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Does RT start threshing if mysql has a problem. > > Hi, > > We are running RT 3.2.2 with Apache 2.0.52, mod_perl, and MySQL 4.10 on > FreeBSD 4.10. > > Over the wkend, RT showed that it created about half dozen tickets for the > same new request submitted by a user via email. This morning, RT web > interface is not working all. > > I logged on the rt server (where mysql resides as well). 'top' showed > mysql is at 100% cpu. Since my priority was to get RT back online asap, I > simply bounced mysql and RT without trying to figure out why mysql was > going crazy. Everything seemed to be back to normal after the bounce. > > During the post-mortem investigation, the user confirmed that he only > sumbitted the new request via email once over the wkend. There is no > reason to think he is BSing me, so I suspect that RT has some logic of > trying to create the same ticket many times if the db is slow/hanging. > Can anyone shed some light on this? > > thx > > Pei > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From mhess at greenhillsschool.org Sun Feb 6 19:26:18 2005 From: mhess at greenhillsschool.org (Michael Hess) Date: Sun, 06 Feb 2005 19:26:18 -0500 Subject: [rt-users] after upgrade from 3.2.2 -> 3.4.0 can't see history Message-ID: I have upgraded from 3.2.2 to 3.4. I ran one set of schema changes. Everything in the web interface seems to work just great, however when I view a ticket, all I see is the history bar, and no comments or correspondence. If I go back to 3.2.2 it works great. Does anyone know what is going on? Can I provide anyone with more information? Thanks for the help, Michael From ravin.mathoora at virtualaccess.com Mon Feb 7 04:47:46 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Mon, 7 Feb 2005 09:47:46 -0000 Subject: [rt-users] Reporting and stats Message-ID: <20050207094805.1BA793DC2@mail.virtualaccess.com> Hi, I have just implemented the RT helpdesk and we are putting it through a testing phase. Does anyone know if RT generates reports/statistics..if not, is anyone doing this via another tool/concept? Any ideas would be great. Thanks in advance Best Regards, Ravin _________________________________ Ravin Mathoora Managed Services Team, Virtual Access (Ireland) Ltd. Unit 18, Trinity College Enterprise Centre, Pearse Street, Dublin 2, Ireland Tel:+353 1 604 1827 Fax: +353 1 670 5380 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1032 bytes Desc: not available URL: From Valter.Lelli at think3.com Mon Feb 7 05:04:17 2005 From: Valter.Lelli at think3.com (Valter Lelli) Date: Mon, 7 Feb 2005 11:04:17 +0100 Subject: [rt-users] Reporting and stats Message-ID: http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage ftp://anonftp.mqsoftware.com/kfh/RT/ Valter ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ravin Mathoora Sent: Monday, February 07, 2005 10:48 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Reporting and stats Hi, I have just implemented the RT helpdesk and we are putting it through a testing phase. Does anyone know if RT generates reports/statistics....if not, is anyone doing this via another tool/concept? Any ideas would be great. Thanks in advance Best Regards, Ravin _________________________________ Ravin Mathoora Managed Services Team, Virtual Access (Ireland) Ltd. Unit 18, Trinity College Enterprise Centre, Pearse Street, Dublin 2, Ireland Tel:+353 1 604 1827 Fax: +353 1 670 5380 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1032 bytes Desc: image001.gif URL: From stephen at hknet.com Mon Feb 7 05:10:04 2005 From: stephen at hknet.com (Stephen Fung) Date: Mon, 07 Feb 2005 18:10:04 +0800 Subject: [rt-users] How to change the default refresh frequency? Message-ID: <42073E7C.1020608@hknet.com> Hi, How can I change the default value to something else? Stephen From ravin.mathoora at virtualaccess.com Mon Feb 7 06:59:12 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Mon, 7 Feb 2005 11:59:12 -0000 Subject: [rt-users] Installing RT on Windows recommended? In-Reply-To: <6201DF063335254BA0D6AA7053D101170A62A1B2@pfgdsmmbx006.principalusa.corp.principal.com> Message-ID: <20050207115930.48D153DC1@mail.virtualaccess.com> Hi, I don't mean to start a Windows/Unix war; all that I would like to know is RT recommended to install on Windows? I know that it is platform-independent, but are there any hassles/problems with installing this on Windows? Any comments will be appreciated Best Regards, Ravin Mathoora From vajko at astron.hu Mon Feb 7 07:16:57 2005 From: vajko at astron.hu (=?ISO-8859-2?Q?Vajk=F3_P=E9ter?=) Date: Mon, 07 Feb 2005 13:16:57 +0100 Subject: [rt-users] Localization Problems RT 3.2.2 and 3.4.0 Message-ID: <42075C39.9010404@astron.hu> Hi, I've decided to upgrade our RT 3.0.7. I tried 3.2.2 and then 3.4.0 but having the same problems with the localization on both. We use the German and Hungarian localizations, both showing the same behaviour. 1. On the 'RT at a glance' page the list of 10 newest unowned tickets is broken, all entries are shown in one line. The problem seems to be the localization of the 'Take' link, which does not appear at all in German or Hungarian. If I change that string to something without accented characters (in hu.po or de.po), the list looks normal again. 2. The ticket status in the list popping up after clicking on a queue name in the Quick Search block is in English. All other occurences of the status are translated, as far as I can tell. 3. A more general question regarding the Hungarian translation: we did the first hu.po file and as we also would like to keep using RT, we are planning to upgrade it at least once a year. However the hu.po file came with empty translations in 3.2.2 and 3.4.0 which does not really make our life easier. How could we help to keep this file up to date? Thanks, Peter -- ---------------------------------------------------------------------- VAJK? P?ter Astron Informatikai Kft From jesse at bestpractical.com Mon Feb 7 09:01:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Feb 2005 09:01:52 -0500 Subject: [rt-users] Localization Problems RT 3.2.2 and 3.4.0 In-Reply-To: <42075C39.9010404@astron.hu> References: <42075C39.9010404@astron.hu> Message-ID: <20050207140151.GG15161@bestpractical.com> On Mon, Feb 07, 2005 at 01:16:57PM +0100, Vajk Pter wrote: > Hi, > > > 1. On the 'RT at a glance' page the list of 10 newest unowned tickets is > broken, all entries are shown in one line. The problem seems to be the > localization of the 'Take' link, which does not appear at all in German > or Hungarian. If I change that string to something without accented > characters (in hu.po or de.po), the list looks normal again. What version of perl are you using? > > 2. The ticket status in the list popping up after clicking on a queue > name in the Quick Search block is in English. All other occurences of > the status are translated, as far as I can tell. 3.2 definitely had some issues. I'd thought that 3.4 was better on this point. Can you describe exactly where you're seeing this issue? (I can't quite reproduce it) > 3. A more general question regarding the Hungarian translation: we did > the first hu.po file and as we also would like to keep using RT, we are > planning to upgrade it at least once a year. However the hu.po file came > with empty translations in 3.2.2 and 3.4.0 which does not really make > our life easier. How could we help to keep this file up to date? What you should do is: cd /opt/rt3/lib/RT/I18N/ cp hu.po hu.po.orig Edit hu.po to add the new translations diff -u hu.po.orig hu.po > hu.po.patch Send email to rt-bugs at fsck.com with hu.po.patch. Thanks! Best, Jesse From jesse at bestpractical.com Mon Feb 7 09:05:37 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Feb 2005 09:05:37 -0500 Subject: [rt-users] Localization Problems RT 3.2.2 and 3.4.0 In-Reply-To: <20050207140151.GG15161@bestpractical.com> References: <42075C39.9010404@astron.hu> <20050207140151.GG15161@bestpractical.com> Message-ID: <20050207140537.GH15161@bestpractical.com> > quite reproduce it) > > > 3. A more general question regarding the Hungarian translation: we did > > the first hu.po file and as we also would like to keep using RT, we are > > planning to upgrade it at least once a year. However the hu.po file came > > with empty translations in 3.2.2 and 3.4.0 which does not really make > > our life easier. How could we help to keep this file up to date? Oh. you meant that it's _entirely_ blank. That's just not right. Looks like a bug when merging 3.0 forward to 3.2. So, before using the instructions below, copy the hu.po from RT 3.0 to RT 3.4, then make regenerate-catalogs to refresh it with all the new translations. > > What you should do is: > > cd /opt/rt3/lib/RT/I18N/ > cp hu.po hu.po.orig > Edit hu.po to add the new translations > diff -u hu.po.orig hu.po > hu.po.patch > Send email to rt-bugs at fsck.com with hu.po.patch. > > Thanks! > > Best, > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From amy.hornberger at nrlssc.navy.mil Mon Feb 7 09:45:09 2005 From: amy.hornberger at nrlssc.navy.mil (Amy Hornberger (Contractor)) Date: Mon, 07 Feb 2005 08:45:09 -0600 Subject: [rt-users] upgrading from 3.2.2 -> 3.4.0 AND a new host Message-ID: <1107787509.12343.21.camel@kali.nrlssc.navy.mil> I've been using RT 3.2.2 for about 4 months on a FedoraCore 2 box and have recently realized that the hardware (500 Mhz Pentium, 256 MB RAM) is not sufficient. I found another box (dual 1.2 Ghz cpus and 1 GB RAM) and have installed RT 3.4.0 on Fedora Core 3. The install seemed to go well. Now I'm ready to move the mysql database from old machine to new machine. Is it as simple as export/import or can I simply drop the old database file in place on the new machine? Thanks for your help. amy From rick.mitchell at allstream.com Mon Feb 7 10:07:15 2005 From: rick.mitchell at allstream.com (Rick Mitchell) Date: Mon, 7 Feb 2005 10:07:15 -0500 Subject: [rt-users] upgrading from 3.2.2 -> 3.4.0 AND a new host In-Reply-To: <1107787509.12343.21.camel@kali.nrlssc.navy.mil> Message-ID: <01178cfb0c14d0a7e16efddbc79d575a42078426@itservices.allstream.com> >From what I've read as long as your accounts/password/permissions are the same from a mysql perspective you can just copy over the datafiles. Rick -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Amy Hornberger (Contractor) Sent: Monday, February 07, 2005 9:45 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] upgrading from 3.2.2 -> 3.4.0 AND a new host I've been using RT 3.2.2 for about 4 months on a FedoraCore 2 box and have recently realized that the hardware (500 Mhz Pentium, 256 MB RAM) is not sufficient. I found another box (dual 1.2 Ghz cpus and 1 GB RAM) and have installed RT 3.4.0 on Fedora Core 3. The install seemed to go well. Now I'm ready to move the mysql database from old machine to new machine. Is it as simple as export/import or can I simply drop the old database file in place on the new machine? Thanks for your help. amy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From bfineman at internet2.edu Mon Feb 7 10:49:14 2005 From: bfineman at internet2.edu (Ben Fineman) Date: Mon, 07 Feb 2005 10:49:14 -0500 Subject: [rt-users] Make CC list persistent In-Reply-To: References: <4C74BC03B92C5A40A3450C588DF2B2EC81046D@msmpk02.corp.autc.com> Message-ID: <42078DFA.4090601@internet2.edu> Andy Harrison wrote: >On Wed, 8 Dec 2004 08:08:09 -0800, Pei Ku wrote: > > >>Hi, >> >>I noticed that when a user creates a new ticket, the email addresses he specifies in the cc/AdminCC lists persist through the life of the ticket (unless they are modified by users with more powerful rights like ModifyTicket). >> >>However, if the user (who has ReplyTicket right) wants to add additional email addresses to the cc list during a subsequent reply to the ticket, the changes made to cc only applies to that reply, not subsequent replies. >> >>I could grant ModifyTicket to a regular user, but that's too much power (I think) -- I don't want a regular user to be able to change Owner of the ticket, for example. >> >>Is there another right that allows a ticket requester to make persistent changes to the cc list when replying to a ticket? >> >> > >This isn't an issue of rights. If you reply to a ticket and specify a >Cc, it only applies to that transaction. If you want someone to begin >receiving all updates to a ticket via the Cc list, you need to add the >address in the People section of the ticket. > >You could write an OnCorrespond scrip to do this though. > > > Good morning, When searching the archives for a resolution to my current problem I came upon this thread. The remainder of this thread is not relevant, but this particular message seems to be. My situation is this: I would like to have email addresses added permanently to the Cc list when they are specified during the reply to ticket transaction. You mentioned that this would be possible using an OnCorrespond scrip. Since my scripting skills are weak, I was hoping you could give me an idea of what such a scrip would look like, or possibly point me to an example I could work from. I looked through the wiki and did not find information on this particular issue. Thanks for your help, Ben Fineman -- /*----------------------- Benjamin J. Fineman System Administrator Internet2 bfineman at internet2.edu http://www.internet2.edu -----------------------*/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3112 bytes Desc: S/MIME Cryptographic Signature URL: From frobert at analogic-computers.com Mon Feb 7 11:09:13 2005 From: frobert at analogic-computers.com (Robert Fekete) Date: Mon, 07 Feb 2005 17:09:13 +0100 Subject: [rt-users] Unprivileged users Message-ID: <420792A9.9020400@analogic-computers.com> Hello Everyone, We at our company are currently testing RT, and I have run into the same problem with unprivileged users and queue visiblity as Ravin below. Mark's suggestion is not perfect, because you can set Seequeue for unprivileged users in general, so each unprivileged user will be able to see all queues. A workaround for this is to make all customers privileged users, because for them you can set the visibility of each queue individually, but then the user interface becomes unnecessary complicated for the customer. Is there a way to assign the unprivileged users to groups somehow? That would solve the problem. Thanks for the help in advance. Best Regard, Robert Fekete, AnaLogic Computers -----Original Message----- *Roedel, Mark* MarkRoedel at letu.edu // Sure. Don't use the global 'SeeQueue' permission. Instead, set the 'User Rights' or 'Group Rights' options in your queue configurations so that each customer only has the permissions relevant to his own queues. -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- ravin.mathoora at virtualaccess.com Sent: Friday, February 04, 2005 2:59 AM To: Andy Harrison Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users Hi Andy, I have read the page that you suggested below, but I am still a bit lost. If I explain the problem a little bit more, maybe you will understand the problem better... I have 2 customers, C1 and C2. I want to give both rights to open up tickets and track their tickets....easily enough done. The only way to do this is give everyone the rights to 'SeeQueue'. This means that when C2 goes to create a new ticket, they see C1 in the queue as well. That is the problem. I only want them to see their queue which is C2. The same happens with C1, they see the Queue for C2 in the drop down menu as well as their own... is there any way around that? Best Regards, Ravin From wash at wananchi.com Mon Feb 7 11:23:43 2005 From: wash at wananchi.com (Odhiambo Washington) Date: Mon, 7 Feb 2005 19:23:43 +0300 Subject: [rt-users] upgrading from 3.2.2 -> 3.4.0 AND a new host In-Reply-To: <1107787509.12343.21.camel@kali.nrlssc.navy.mil> References: <1107787509.12343.21.camel@kali.nrlssc.navy.mil> Message-ID: <20050207162343.GE54432@ns2.wananchi.com> * Amy Hornberger (Contractor) [20050207 18:04]: wrote: > I've been using RT 3.2.2 for about 4 months on a FedoraCore 2 box and > have recently realized that the hardware (500 Mhz Pentium, 256 MB RAM) > is not sufficient. I found another box (dual 1.2 Ghz cpus and 1 GB RAM) > and have installed RT 3.4.0 on Fedora Core 3. The install seemed to go > well. Now I'm ready to move the mysql database from old machine to new > machine. Is it as simple as export/import or can I simply drop the old > database file in place on the new machine? You are upgrading between versions! I recommend you follow the UPGRADE procedure like a bible, then migrate your database to the new machine the MySQL-way. I believe it goes like: 1. Stop RT 2. mysqldump --opt rt3 > rt3.sql 3. move this file over to new box 4. mysqladmin create rt3 5. mysql rt3 < rt3.sql 6. Configure your RT instance as needed. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash _at_ wananchi _ dot _ com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From hlepesant at veepee.com Mon Feb 7 11:32:58 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Mon, 07 Feb 2005 17:32:58 +0100 Subject: [rt-users] Turn priority escalation from day to hour Message-ID: <4207983A.8030407@veepee.com> Hello, How ca I make the escalation of a priority increase sooner than each day. For example every 2 hours ? Best regards hugues From ravin.mathoora at virtualaccess.com Mon Feb 7 11:34:12 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Mon, 7 Feb 2005 16:34:12 -0000 Subject: [rt-users] Unprivileged users In-Reply-To: <420792A9.9020400@analogic-computers.com> Message-ID: <20050207163431.A2DBA3DC0@mail.virtualaccess.com> Hi Robert, in my situation, I have implemented a work around, where I name the queues to something generic. So instead of using Customer 1 and Customer 2....I use a generic queue like 'report a fault' or 'request an update' or 'request a change of config'..........something generic that will apply to all customers....but if you find a fix for the problem of assigning customers to queues....PLEASE LET ME KNOW....as it will make life much simplier for my team and I. Thanks in advance. Best Regards, Ravin Mathoora -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Fekete Sent: 07 February 2005 16:09 To: rt-users at lists.bestpractical.com Subject: [rt-users] Unprivileged users Hello Everyone, We at our company are currently testing RT, and I have run into the same problem with unprivileged users and queue visiblity as Ravin below. Mark's suggestion is not perfect, because you can set Seequeue for unprivileged users in general, so each unprivileged user will be able to see all queues. A workaround for this is to make all customers privileged users, because for them you can set the visibility of each queue individually, but then the user interface becomes unnecessary complicated for the customer. Is there a way to assign the unprivileged users to groups somehow? That would solve the problem. Thanks for the help in advance. Best Regard, Robert Fekete, AnaLogic Computers -----Original Message----- *Roedel, Mark* MarkRoedel at letu.edu // Sure. Don't use the global 'SeeQueue' permission. Instead, set the 'User Rights' or 'Group Rights' options in your queue configurations so that each customer only has the permissions relevant to his own queues. -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- ravin.mathoora at virtualaccess.com Sent: Friday, February 04, 2005 2:59 AM To: Andy Harrison Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users Hi Andy, I have read the page that you suggested below, but I am still a bit lost. If I explain the problem a little bit more, maybe you will understand the problem better... I have 2 customers, C1 and C2. I want to give both rights to open up tickets and track their tickets....easily enough done. The only way to do this is give everyone the rights to 'SeeQueue'. This means that when C2 goes to create a new ticket, they see C1 in the queue as well. That is the problem. I only want them to see their queue which is C2. The same happens with C1, they see the Queue for C2 in the drop down menu as well as their own... is there any way around that? Best Regards, Ravin _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From tomisilori at yahoo.co.uk Mon Feb 7 11:36:10 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Mon, 7 Feb 2005 16:36:10 +0000 (GMT) Subject: [rt-users] Approvals in RT In-Reply-To: <20050207101044.945F34D80B5@diesel.bestpractical.com> Message-ID: <20050207163610.63514.qmail@web26603.mail.ukl.yahoo.com> Please, can someone please help with the Approval process. PLEASE how can I specify the owner of the approval tickets in the approval template(i.e how can i specify the people to approve the tickets) Please, any help would be greatly appreciated. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists1 at neverup.com Mon Feb 7 13:04:47 2005 From: lists1 at neverup.com (amy k) Date: Mon, 07 Feb 2005 10:04:47 -0800 Subject: [rt-users] Trouble with Approval System Message-ID: <4207ADBF.8050302@neverup.com> I'm currently using RT 3.4.0 and I followed everything I needed here: http://wiki.bestpractical.com/index.cgi?ManualApprovals in order to get the Approval systems up, but when I click the Approvals tab and do a search, nothing appears. What am I doing wrong? Any help will be greatly appreciated :) From jesse at bestpractical.com Mon Feb 7 14:30:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Feb 2005 14:30:25 -0500 Subject: [rt-users] RT 3.4.1 expected in one week Message-ID: <20050207193025.GN15161@bestpractical.com> So far, the response to RT 3.4 has been pretty good. So far, there's nothing that's an all-out showstopper, but there are a few small issues we'd like to fix in a patch release fairly soon. The following are already fixed: * Some URL paths weren't prefixed with RT::WebPath * A few warnings needed to be quieted down * SelectOwner widgets displayed "Nobody" twice The following are on our list for 3.4.1: * Hungarian translation was accidentally removed * Several display issues when using non-English languages on RT's homepage * Additional upgrade notes about migrating from RT 2.0 to RT 3.4 * Possible additional small bugfixes. Anyone else have a pet issue with 3.4.0 that they want to see fixed before 3.4.1? Jesse -- From doogles at doogles.com Mon Feb 7 14:36:47 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 7 Feb 2005 13:36:47 -0600 (CST) Subject: [rt-users] RT 3.4.1 expected in one week In-Reply-To: <20050207193025.GN15161@bestpractical.com> References: <20050207193025.GN15161@bestpractical.com> Message-ID: > Anyone else have a pet issue with 3.4.0 that they want to see > fixed before 3.4.1? Jesse, did you see my patch to add /WIDTH to Elements/TicketList? I didn't see a reply, don't know if it fell through the cracks. Is that worth spending a few minutes to hack in to 3.4.1? I sent it to you directly, probably should have sent it to rt-devel. -jd From dhutty at ece.cmu.edu Mon Feb 7 14:15:24 2005 From: dhutty at ece.cmu.edu (Duncan Hutty) Date: Mon, 07 Feb 2005 14:15:24 -0500 Subject: [rt-users] err or on attempted password change (rt3.4) Message-ID: <1107803723.28653.45.camel@GIMLI.ECE.CMU.EDU> As a new RT admin, I am following http://wiki.bestpractical.com/index.cgi?ManualInstallation which includes: "4) Change the password. Root's password for the web interface is password. Not changing this is a security risk." Sounds like good advice to me so I went into the web UI, logged in as root successfully and attempted to change the password. I entered new values in the 'New Password' & 'Retype Password' fields and clicked 'Save Preferences'. RT returned: System error error: The crypt() function is unimplemented due to excessive paranoia. at /usr/local/rt3/lib/RT/User_Overlay.pm line 1119. context: ... 1115: return(1); 1116: } 1117: 1118: # if it's a historical password we say ok. 1119: if ($self->__Value('Password') eq crypt($value, $self->__Value('Password')) 1120: or $self->_GeneratePasswordBase64($value) eq $self->__Value('Password')) 1121: { 1122: # ...but upgrade the legacy password inplace. 1123: $self->SUPER::SetPassword( $self->_GeneratePassword($value) ); ... code stack: /usr/local/rt3/lib/RT/User_Overlay.pm:1119 /usr/local/rt3/share/html/User/Prefs.html:229 /usr/local/rt3/share/html/autohandler:215 I searched around in the archives a while, and found most posts concerning password were permissions issues, so no luck. Here is my environment: rt-3.4.0 apache-1.3.33 mod_perl-1.29 mysql-4.1.7 perl-5.8.3 -- Duncan Hutty System Administrator Department of Electrical and Computer Engineering Carnegie Mellon University From jesse at bestpractical.com Mon Feb 7 14:46:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Feb 2005 14:46:25 -0500 Subject: [rt-users] RT 3.4.1 expected in one week In-Reply-To: References: <20050207193025.GN15161@bestpractical.com> Message-ID: <20050207194625.GP15161@bestpractical.com> On Mon, Feb 07, 2005 at 01:36:47PM -0600, Jason A. Diegmueller wrote: > > Anyone else have a pet issue with 3.4.0 that they want > > to see > > fixed before 3.4.1? > > Jesse, did you see my patch to add /WIDTH to > Elements/TicketList? I didn't see a reply, don't know if it > fell through the cracks. Is that worth spending a few minutes > to hack in to 3.4.1? > > I sent it to you directly, probably should have sent it to > rt-devel. Actually, to rt-bugs at fsck.com. Really, 3.4.1 is just for bugfixes and cleanups. Rather than a /WIDTH attribute, what about using /STYLE to do width with CSS? > -jd > -- From doogles at doogles.com Mon Feb 7 14:59:53 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Mon, 7 Feb 2005 13:59:53 -0600 (CST) Subject: [rt-users] RT 3.4.1 expected in one week In-Reply-To: <20050207194625.GP15161@bestpractical.com> References: <20050207193025.GN15161@bestpractical.com> <20050207194625.GP15161@bestpractical.com> Message-ID: >> Jesse, did you see my patch to add /WIDTH to >> Elements/TicketList? I didn't see a reply, don't know if it >> fell through the cracks. Is that worth spending a few minutes >> to hack in to 3.4.1? >> >> I sent it to you directly, probably should have sent it to >> rt-devel. > > Actually, to rt-bugs at fsck.com. Really, 3.4.1 is just for bugfixes and > cleanups. Rather than a /WIDTH attribute, what about using /STYLE to > do width with CSS? Ok, rt-bugs. I can't claim to understand CSS enough to have an opinion one way or the other. I'll rehash what I did for those on rt-users: We have added a couple of custom fields to the main page for privileged users[*] as well as a new table (stalled tickets via Elements/MyStalls, for one) the columns on the main page were all out of whack. One table would have our custom fields at one spot, the other table would have it somewhere totally different depending on how long the Subjects were. My little /WIDTH hack told Elements/TicketList to insert WIDTH tags in to the and made the three tables' columns line up perfectly from top to bottom. It gave things a nice clean, consistant look. I'm sure CSS is the more "2005 way" of doing the same thing, and I'd be game for that. It's not worth burning any midnight oil for, but if it would be easy to hack in (in a more elegent fashion that my original approach) I'd take it. -jd From hwahing at t2networks.net Mon Feb 7 15:09:10 2005 From: hwahing at t2networks.net (hwahing) Date: Tue, 8 Feb 2005 04:09:10 +0800 Subject: [rt-users] RT-3.4.0 500 Internal Server Error from rt-mailgate Message-ID: <20050208040910.68294e34.hwahing@t2networks.net> Hi all, first of all i would like to thank bestpratical for such a great app open for everyone. it is an amazing work. Currently Im running rt-3.4.0 on my debian sarge, mysql-4.0.23 perl-5.8.4, DBIx::SearchBuilder-1.21 which i manually build from the CPAN shell The installation work perfectly as what expected. web interface able to create ticket and mailgate also work like a charm. but recently, yesterday i had updated the DBIx::SearchBuilder from debian apt-get command. and some other perl packages which just released few days ago. My mailgate just stop working. the mailgate configured like below:- rt: "|/var/rt3/bin/rt-mailgate --debug --queue General --action correspond --url http://xxx.xxx.xxx/" and the mail.log has the error log like below:- postfix/local[25357]: 23DA67801C33: to=, relay=local, delay=1102, status=deferred (temporary failure. Command output: Connecting to http://rt.xxx.xxx//REST/1.0/NoAuth/mail-gateway at /var/rt3/bin/rt-mailgate line 99, <> chunk 1. An Error Occurred ================= 500 Internal Server Error This is /var/rt3/bin/rt-mailgate exiting because of an undefined server error at /var/rt3/bin/rt-mailgate line 147, <> chunk 1. ) my installation satisfied all the dependencies. with ./rt-test-dependencies --with-mysql --with-modperl1 --verbose all the perl modules are installed beside:- DEV dependencies: Test::WWW::Mechanize ...MISSING Module::Refresh 0.03...MISSING Apache::Test ...MISSING These three modules are not really required to run the RT3 as what i had read from the mailing list and the wiki pages. The logging settings like below:- Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/var/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log but it didnt out put any log. Please help me out. I failed to get others log regarding the perl messages from another log files located under /var/log Sorry for my bad language. Hope to hear from you soon. Thanks, hwahing From alexmv at bestpractical.com Mon Feb 7 14:53:00 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 07 Feb 2005 14:53:00 -0500 Subject: [rt-users] err or on attempted password change (rt3.4) In-Reply-To: <1107803723.28653.45.camel@GIMLI.ECE.CMU.EDU> References: <1107803723.28653.45.camel@GIMLI.ECE.CMU.EDU> Message-ID: <1107805980.9246.17.camel@zoq-fot-pik.mit.edu> On Mon, 2005-02-07 at 14:15 -0500, Duncan Hutty wrote: > [snip] > System error > error: The crypt() function is unimplemented due to excessive > paranoia. at /usr/local/rt3/lib/RT/User_Overlay.pm line 1119. This is an error generated by perl, not by RT -- it is documented in perldiag, which says: The crypt() function is unimplemented due to excessive paranoia (F) Configure couldn't find the crypt() function on your machine, probably because your vendor didn't supply it, probably because they think the U.S. Government thinks it's a secret, or at least that they will continue to pretend that it is. And if you quote me on that, I will deny it. This is rather rare on most modern operating systems and perls. The solution is to run using a perl which supports the crypt() function. - Alex From matt.pounsett at cira.ca Mon Feb 7 15:40:09 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Mon, 7 Feb 2005 15:40:09 -0500 Subject: [rt-users] rt 3.4.0 / mysql 4.1.9 "initialize-database" error Message-ID: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> I'm trying to get RT 3.4.0 going on a Fedora Core 2 box, using the latest stable release of MySQL (4.1.9). I'm getting an authentication error when I try to do the database initialization. I found this reference in the list archive (http://lists.bestpractical.com/pipermail/rt-users/2003-May/ 014025.html) but the answer of "Don't use MySQL 4.1.x" doesn't seem to apply anymore -- the docs indicate anything in 4.1.x should be fine. Someone else seems to have had the same problem more recently (http://lists.bestpractical.com/pipermail/rt-users/2004-August/ 025558.html) but I don't see a response to that thread. If the root mysql user has a password, the connect immediately after the first connect attempt, like so: usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect(';host=localhost','root',...) failed: Client does not support authentication protocol requested by server; consider upgrading MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101Failed to connect to dbi:mysql:;host=localhost as root: Client does not support authentication protocol requested by server; consider upgrading MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101, line 1.make: *** [initialize-database] Error 255 If the mysql root user has no password (and I just type enter at the password prompt) it goes a bit further, but still dies: Password: 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 [Mon Feb 7 20:27:50 2005] [crit]: Connect Failed Client does not support authentication protocol requested by server; consider upgrading MySQL client at //usr/local/rt3/sbin/rt-setup-database line 384 (/usr/local/rt3/lib/RT.pm:285) make: *** [initialize-database] Error 255 Does this look familiar to anyone? Is there something I can do to further troubleshoot this, or are the docs wrong about 4.1.x working? Thanks, Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Mon Feb 7 17:26:20 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Feb 2005 17:26:20 -0500 Subject: [rt-users] rt 3.4.0 / mysql 4.1.9 "initialize-database" error In-Reply-To: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> References: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> Message-ID: <20050207222620.GY15161@bestpractical.com> This is a FAQ and has been discussed on the list many times in the past two months. In short, your mysql client and server libs are out of sync. On Mon, Feb 07, 2005 at 03:40:09PM -0500, Matt Pounsett wrote: > I'm trying to get RT 3.4.0 going on a Fedora Core 2 box, using the > latest stable release of MySQL (4.1.9). I'm getting an authentication > error when I try to do the database initialization. I found this > reference in the list archive > (http://lists.bestpractical.com/pipermail/rt-users/2003-May/ > 014025.html) but the answer of "Don't use MySQL 4.1.x" doesn't seem to > apply anymore -- the docs indicate anything in 4.1.x should be fine. > Someone else seems to have had the same problem more recently > (http://lists.bestpractical.com/pipermail/rt-users/2004-August/ > 025558.html) but I don't see a response to that thread. > > If the root mysql user has a password, the connect immediately after > the first connect attempt, like so: > > usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba > root --prompt-for-dba-password > In order to create or update your RT database,this script needs to > connect to your mysql instance on localhost as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > Password: > DBI connect(';host=localhost','root',...) failed: Client does not > support authentication protocol requested by server; consider upgrading > MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101Failed > to connect to dbi:mysql:;host=localhost as root: Client does not > support authentication protocol requested by server; consider upgrading > MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101, > line 1.make: *** [initialize-database] Error 255 > > If the mysql root user has no password (and I just type enter at the > password prompt) it goes a bit further, but still dies: > > Password: > 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 > [Mon Feb 7 20:27:50 2005] [crit]: Connect Failed Client does not > support authentication protocol requested by server; consider upgrading > MySQL client > at //usr/local/rt3/sbin/rt-setup-database line 384 > (/usr/local/rt3/lib/RT.pm:285) > make: *** [initialize-database] Error 255 > > Does this look familiar to anyone? Is there something I can do to > further troubleshoot this, or are the docs wrong about 4.1.x working? > > Thanks, > Matt > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From matt.pounsett at cira.ca Mon Feb 7 17:32:38 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Mon, 7 Feb 2005 17:32:38 -0500 Subject: [rt-users] rt 3.4.0 / mysql 4.1.9 "initialize-database" error In-Reply-To: <20050207222620.GY15161@bestpractical.com> References: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> <20050207222620.GY15161@bestpractical.com> Message-ID: On Feb 07, 2005, at 17:26, Jesse Vincent wrote: > This is a FAQ and has been discussed on the list many times in the past > two months. In short, your mysql client and server libs are out of > sync. Hrm.. okay, sorry to bring it up again.. a search of the list archives didn't come up with anything other than the two items I mentioned. I don't see how my libs could be out of sync, however. I followed the FC2 instructions at http://wiki.bestpractical.com/index.cgi?FedoraCore2InstallGuide to the letter. % rpm -qa | grep -i mysql MySQL-shared-compat-4.1.9-0 MySQL-server-4.1.9-0 perl-DBD-MySQL-2.9003-4 MySQL-client-4.1.9-0 There certainly haven't been any non-RPM installations of MySQL on this machine, so I don't see how there could be libs left laying around. Just in case, I just removed and re-installed the 4.1.9 RPMs from MySQL, and saw no change. Anyone have any other thoughts? -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From matt.pounsett at cira.ca Mon Feb 7 17:43:06 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Mon, 7 Feb 2005 17:43:06 -0500 Subject: [rt-users] rt 3.4.0 / mysql 4.1.9 "initialize-database" error In-Reply-To: References: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> <20050207222620.GY15161@bestpractical.com> Message-ID: On Feb 07, 2005, at 17:32, Matt Pounsett wrote: > > On Feb 07, 2005, at 17:26, Jesse Vincent wrote: > >> This is a FAQ and has been discussed on the list many times in the >> past >> two months. In short, your mysql client and server libs are out of >> sync. > > Hrm.. okay, sorry to bring it up again.. a search of the list archives > didn't come up with anything other than the two items I mentioned. And sorry to follow up to my own posting... but just double-checked, and this isn't an FAQ.. at least, it's not on the FAQ list at http://wiki.bestpractical.com/index.cgi?FAQ If there's another FAQ somewhere that covers this, I'd be pleased to know its location. Thanks Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From matt.pounsett at cira.ca Mon Feb 7 21:04:02 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Mon, 7 Feb 2005 21:04:02 -0500 Subject: [rt-users] rt 3.4.0 / mysql 4.1.9 "initialize-database" error In-Reply-To: <20050207222620.GY15161@bestpractical.com> References: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> <20050207222620.GY15161@bestpractical.com> Message-ID: <55cf446c1d7f63880638a25ae8a9e330@cira.ca> On Feb 07, 2005, at 17:26, Jesse Vincent wrote: > This is a FAQ and has been discussed on the list many times in the past > two months. In short, your mysql client and server libs are out of > sync. Okay.. I see where the problem is. The mysql client and server libs are in sync... it's DBD::Mysql itself that has the problem. The confusion stems from the FC2 install doc, step 4, which says to remove the existing MySQL 3.x RPMs using --nodeps. Since the MySQL client RPM and the DBD::MySQL RPM are co-dependant, I incorrectly assumed the document author would be aware that perl-DBD-MySQL would be installed, and that it was intentionally left off the list of RPMs to remove... that it was possibly intended to work with the MySQL 4.x libraries... an assumption that seemed supported by the use of the MySQL 4.x compat libraries. The FC2 doc should probably be updated to include perl-DBD-MySQL in the list of RPMs to be removed. It unfortunately looks like DBD::MySQL won't compile against those three specific MySQL RPMs, due to a missing mysql_config. That's a separate issue to be worked out, however. I'll dig up the correct selection of RPMs and then follow up here. Thanks for the info, Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Mon Feb 7 21:50:18 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Feb 2005 21:50:18 -0500 Subject: [rt-users] rt 3.4.0 / mysql 4.1.9 "initialize-database" error In-Reply-To: <55cf446c1d7f63880638a25ae8a9e330@cira.ca> References: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> <20050207222620.GY15161@bestpractical.com> <55cf446c1d7f63880638a25ae8a9e330@cira.ca> Message-ID: <20050208025018.GB15161@bestpractical.com> > It unfortunately looks like DBD::MySQL won't compile against those > three specific MySQL RPMs, due to a missing mysql_config. You'/re likely looking for a mysql-dev or mysql-devel RPM. Jesse > That's a > separate issue to be worked out, however. I'll dig up the correct > selection of RPMs and then follow up here. > > Thanks for the info, > Matt > > -- From matt.pounsett at cira.ca Mon Feb 7 23:44:38 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Mon, 7 Feb 2005 23:44:38 -0500 Subject: [rt-users] rt 3.4.0 / mysql 4.1.9 "initialize-database" error In-Reply-To: <78c5b14105020719565986510a@mail.gmail.com> References: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> <20050207222620.GY15161@bestpractical.com> <55cf446c1d7f63880638a25ae8a9e330@cira.ca> <78c5b14105020719565986510a@mail.gmail.com> Message-ID: On Feb 07, 2005, at 22:56, Stephen Hancock wrote: > Matt, > > The wiki docs have always been a problem. Since they are community > written, many of the docs were written with older versions in mind and > they have not been tagged as to which version they were working with. > I had many many problems due to issues similar to what you > experienced. The gist was right but the specifics were out of date. > > It would be great if you could update the install doc or put a comment > in with your solutions and include what versions you were working > with. No one else will do this. Done. In addition to clarifying the issue with DBD::MySQL, I inserted a note about other (possible) missing dependancies, just in case the user's install selection for the OS doesn't match that of the original author. That should help prevent people from assuming the doc is exhaustive. I'm just doing a test install now, for evaluation at the office.. but if/when we do a full production install I'll come back and update the doc from start to finish. Mind you, I may be using FC3 by then.. but that doc looks like it's needed anyway. Cheers, Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From vajko at astron.hu Tue Feb 8 02:39:36 2005 From: vajko at astron.hu (=?ISO-8859-2?Q?Vajk=F3_P=E9ter?=) Date: Tue, 08 Feb 2005 08:39:36 +0100 Subject: [rt-users] Localization Problems RT 3.2.2 and 3.4.0 In-Reply-To: <20050207140151.GG15161@bestpractical.com> References: <42075C39.9010404@astron.hu> <20050207140151.GG15161@bestpractical.com> Message-ID: <42086CB8.6010002@astron.hu> Hi Jesse, > What version of perl are you using? 5.8.4-5 (Debian Sarge). I seem to have problems with accented characters only in this 'newest unowned tickets' list. > 3.2 definitely had some issues. I'd thought that 3.4 was better on this > point. Can you describe exactly where you're seeing this issue? (I can't > quite reproduce it) Ok, I'm testing this with the stock rt-3.4.0, browser language settings are German. On the 'RT at a glance' (RT auf einem Blick) page on the right I have a Quick Search (Schnellsuche) block with a list of my queues and how many open and new tickets I have in each. When I now click on the queue name, I get a list of the open and new tickets in the queue. However, the status of these tickets is not translated into German, I still see 'open' and 'new' (bad). Same happens when I use the Query Builder to get the tickets of the queue (I see 'resolved', 'stalled', etc.). When I view a ticket (click on the subject or ticket # in the ticket list to view the details) I see the translated status information (correct). The Query Builder dropdown menus also show the correct translated status texts. I'm going to email the hu.po.patch to rt-bugs at fsck.com once I get these localization issues resolved. Thanks, -- ---------------------------------------------------------------------- VAJK? P?ter Astron Informatikai Kft From stefan at van-boxmer.de Tue Feb 8 04:55:30 2005 From: stefan at van-boxmer.de (Stefan Fischer) Date: Tue, 08 Feb 2005 10:55:30 +0100 Subject: [rt-users] RT 3.4.0 CustomField changes on Bulk update In-Reply-To: References: <22d29f1aa20583f7b6961591c8ba5386@cira.ca> <20050207222620.GY15161@bestpractical.com> <55cf446c1d7f63880638a25ae8a9e330@cira.ca> <78c5b14105020719565986510a@mail.gmail.com> Message-ID: <42088C92.9010403@van-boxmer.de> There was a patch from Matthew Meyer for 3.2.2 to implement corrections for custom field changes in bulk updates. In 3.4.0 the Custom Field behavior was massive changed and bulk updates on custom fields are now completly removed. Have somebody re-implementet this funktionality for for 3.4.0? Or can we hope to have this "must-have" feature back in a released version? Thanks, _Stefan From John.Enok.Vollestad at nr.no Tue Feb 8 05:23:45 2005 From: John.Enok.Vollestad at nr.no (John Enok Vollestad) Date: Tue, 08 Feb 2005 11:23:45 +0100 Subject: [rt-users] Turn priority escalation from day to hour In-Reply-To: <4207983A.8030407@veepee.com> References: <4207983A.8030407@veepee.com> Message-ID: <42089331.8080802@nr.no> Hugues Lepesant wrote: > Hello, > > How ca I make the escalation of a priority increase sooner than each > day. For example every 2 hours ? Believe this to not be possible to day. Escalate-priority would need at parameter that specified that it should escalate for hours and not for days. While one is at it one should perhaps just escalate for only working hours? Also the labling of the escalation periode (due) has to be changed according to the escalation type. "days/hours" This would be nifty though :-) -- John Enok Vollestad | System Administrator jev at nr.no | +47 22 85 26 45 Norwegian Computing Center (NR) | http://www.nr.no/ From John.Enok.Vollestad at nr.no Tue Feb 8 07:11:42 2005 From: John.Enok.Vollestad at nr.no (John Enok Vollestad) Date: Tue, 08 Feb 2005 13:11:42 +0100 Subject: [rt-users] Turn priority escalation from day to hour In-Reply-To: <42089331.8080802@nr.no> References: <4207983A.8030407@veepee.com> <42089331.8080802@nr.no> Message-ID: <4208AC7E.8080500@nr.no> John Enok Vollestad wrote: > Escalate-priority would need at parameter that specified that it > should escalate for hours and not for days. While one is at it one > should perhaps just escalate for only working hours? Also the labling > of the escalation periode (due) has to be changed according to the > escalation type. "days/hours" Another thing is that there would be quite some noice in the history of the request to have one line per hour or second hour. Would then need an option to disable showing them to get it readable. Not so simple after all.. :-( -- John Enok Vollestad | System Administrator jev at nr.no | +47 22 85 26 45 Norwegian Computing Center (NR) | http://www.nr.no/ From Matthias.Fenner at advanced.info Tue Feb 8 08:05:53 2005 From: Matthias.Fenner at advanced.info (Matthias Fenner) Date: Tue, 08 Feb 2005 14:05:53 +0100 Subject: [rt-users] Select or enter Requestor-Email-Address - Problem is resolved [ Virus checked by www.virusguard.de ] Message-ID: I dont find the thread again ... but I think here is somthing a few people asked for: <%INIT> my $Users = RT::Users->new($session{CurrentUser}); If yout substitute with the above code in Ticket/Create.html , you will be able to select existing requestors or enter one by yourself From sam_ml at spacething.org Tue Feb 8 08:00:56 2005 From: sam_ml at spacething.org (Sam Stickland) Date: Tue, 8 Feb 2005 13:00:56 +0000 (GMT Standard Time) Subject: [rt-users] Todo list / custom checkboxes in tickets Message-ID: Hi, We're looking to use RT more extensively inside of our company, largely for the tracking of new installs and the like. We'd like to be able to create a custom todo list on the creation of a ticket; effectively a selection of checkboxes with task items next to them. It would be nice if tickets could have variable number of task items depending on the nature of the ticket, but we'd settle for a hardcoded number if there's a signifigantly large amount of work involved. The standard custom fields don't seem to able to handle this sort of complexity, so I guess it's time to put my programmer hat on? Is this a feasible additional to RT, or will it not sit will with it's design? Has anyone got any pointers on where to start, or to similar projects? Thanks, Sam From les at futuresource.com Tue Feb 8 09:00:25 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 08 Feb 2005 08:00:25 -0600 Subject: [rt-users] Todo list / custom checkboxes in tickets In-Reply-To: References: Message-ID: <1107871224.574.6.camel@les-home.futuresource.com> On Tue, 2005-02-08 at 07:00, Sam Stickland wrote: > It would be nice if tickets could have variable number of task items > depending on the nature of the ticket, but we'd settle for a hardcoded > number if there's a signifigantly large amount of work involved. Shouldn't these be dependent tickets so you have the option of different owners or pushing them into different queues for different operations? I'd like to see an easy way to clone an existing ticket into a set of operations that the parent depends on. Is there a way to do that already? -- Les Mikesell les at futuresource.com From MarkRoedel at letu.edu Tue Feb 8 09:40:23 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 8 Feb 2005 08:40:23 -0600 Subject: [rt-users] Todo list / custom checkboxes in tickets Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C415@RACHAEL-NEW.letnet.net> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Les Mikesell Sent: Tuesday, February 08, 2005 8:00 AM To: Sam Stickland Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Todo list / custom checkboxes in tickets > I'd like to see an easy way to clone an existing ticket into a set > of operations that the parent depends on. Is there a way to do that > already? We use Dirk Pape's "Splitting and Forking Tickets" patch to do this. It basically adds links to each transaction in a ticket to create a "Pretask" (item upon which the current ticket depends), "Posttask" (item which depends upon the current ticket) and "Clone" (item which refers to the current ticket) using the contents of that transaction. Screenshots and download at http://page.mi.fu-berlin.de/~pape/rt3screenshots/ -- Mark Roedel Web Programmer / Analyst LeTourneau University From sturner at MIT.EDU Tue Feb 8 09:50:59 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 08 Feb 2005 09:50:59 -0500 Subject: [rt-users] Todo list / custom checkboxes in tickets In-Reply-To: Message-ID: <5.2.1.1.2.20050208094602.01f07820@po14.mit.edu> At Tuesday 2/8/2005 08:00 AM, Sam Stickland wrote: >Hi, > >We're looking to use RT more extensively inside of our company, largely >for the tracking of new installs and the like. We'd like to be able to >create a custom todo list on the creation of a ticket; effectively a >selection of checkboxes with task items next to them. > >It would be nice if tickets could have variable number of task items >depending on the nature of the ticket, but we'd settle for a hardcoded >number if there's a signifigantly large amount of work involved. > >The standard custom fields don't seem to able to handle this sort of >complexity, so I guess it's time to put my programmer hat on? Is this a >feasible additional to RT, or will it not sit will with it's design? Has >anyone got any pointers on where to start, or to similar projects? > >Thanks, > >Sam Sounds like you're talking about checkbox custom fields? These aren't in RT right now, but you could get the same functionality by using 'select one value' CFs, each having "Yes/No" values. Granted, the interface wouldn't be quite as nice as having checkboxes, but you wouldn't have to do any programming. I think if you want the ticket CFs to vary with the nature of the ticket, you're looking at different queues - ticket CFs are specified at the queue level. Steve From jesse at bestpractical.com Tue Feb 8 10:05:13 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Feb 2005 10:05:13 -0500 Subject: [rt-users] Todo list / custom checkboxes in tickets In-Reply-To: References: Message-ID: <20050208150513.GG15161@bestpractical.com> On Tue, Feb 08, 2005 at 01:00:56PM +0000, Sam Stickland wrote: > Hi, > > We're looking to use RT more extensively inside of our company, largely > for the tracking of new installs and the like. We'd like to be able to > create a custom todo list on the creation of a ticket; effectively a > selection of checkboxes with task items next to them. > > It would be nice if tickets could have variable number of task items > depending on the nature of the ticket, but we'd settle for a hardcoded > number if there's a signifigantly large amount of work involved. > > The standard custom fields don't seem to able to handle this sort of > complexity, so I guess it's time to put my programmer hat on? Is this a > feasible additional to RT, or will it not sit will with it's design? Has > anyone got any pointers on where to start, or to similar projects? This is a project I actually specced for a customer last week, so there's a reasonable chance it might just magically appear in the not-to-distant future. Jesse > > Thanks, > > Sam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From josh at saratoga.lib.ny.us Tue Feb 8 11:07:16 2005 From: josh at saratoga.lib.ny.us (josh) Date: Tue, 8 Feb 2005 11:07:16 -0500 Subject: [rt-users] About halfway getting RT on Mac OS X server Message-ID: <20050208160716.GA30447@saratoga.lib.ny.us> I apologize as most of this is about Mac OS X and very little about RT installs. I think I resolved the perl issues, and I think I can resolve the mail issues. I'm not sure about my mod_perl/apache issues. Basically, I need to know if I can simply compile an alternate mod_perl and use it with the supplied version of Apache (1.3.33) that is current on the Xserve software or if I need to run two httpd processes (which may be too much for me). I think I'm about Halfway as far as working out the procedure for getting Mac OS X server and RT to cooperate. (This on a test server -- will see what happens when I go into production.) My first realization came from a suggestion that I use the Darwinports package to get some of the software needed. I had to create a separate user, so that I could isolate the separate perl installations. I use Fink and Fink is tied to the system perl, though it does install a library of Perl modules, it always uses the same version of perl. I created the separate user so that I could do the installation of the second perl as that user and use cpan as that user by having the darwinports path (/opt/local/bin) first in that users path. The version of MySQL that comes with Xserver seems current enough. While postfix isn't sendmail, and I will probably need some help, it doesn't look as though it will create problems. So can I use the built in Apache Server or not? Is it possible to simply replace the module used by the RT web site?. -- Josh Kuperman josh at saratoga.lib.ny.us PS I'm still hoping that Apple releases tiger soon and dramatically upgrades their perl when they do. From steve at n2sw.com Tue Feb 8 11:21:13 2005 From: steve at n2sw.com (steve) Date: Tue, 08 Feb 2005 11:21:13 -0500 Subject: [rt-users] About halfway getting RT on Mac OS X server In-Reply-To: <20050208160716.GA30447@saratoga.lib.ny.us> References: <20050208160716.GA30447@saratoga.lib.ny.us> Message-ID: <4208E6F9.1060106@n2sw.com> josh wrote: > I apologize as most of this is about Mac OS X and very little about RT > installs. I think I resolved the perl issues, and I think I can > resolve the mail issues. I'm not sure about my mod_perl/apache > issues. Basically, I need to know if I can simply compile an alternate > mod_perl and use it with the supplied version of Apache (1.3.33) that is > current on the Xserve software or if I need to run two httpd processes > (which may be too much for me). > > I think I'm about Halfway as far as working out the procedure for > getting Mac OS X server and RT to cooperate. (This on a test server -- > will see what happens when I go into production.) > > My first realization came from a suggestion that I use the Darwinports > package to get some of the software needed. I had to create a separate > user, so that I could isolate the separate perl installations. I use > Fink and Fink is tied to the system perl, though it does install a > library of Perl modules, it always uses the same version of perl. I > created the separate user so that I could do the installation of the > second perl as that user and use cpan as that user by having the > darwinports path (/opt/local/bin) first in that users path. > > The version of MySQL that comes with Xserver seems current enough. > > While postfix isn't sendmail, and I will probably need some help, it > doesn't look as though it will create problems. > > So can I use the built in Apache Server or not? Is it possible to > simply replace the module used by the RT web site?. > hi there a few points the fact that mac os x is on postfix is not an issue at all, yes you can add as mane modules to mac's apache via dso if you so desire. you can also recompile it from scratch. i would install perl from source and not use fink or darwinports. if you are leaning towards using a port based system i recomend pkgsrc. i am currently running tiger and will get rt installed this week on it. will follow up on the how to. From jesse at bestpractical.com Tue Feb 8 12:24:56 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Feb 2005 12:24:56 -0500 Subject: [rt-users] Localization Problems RT 3.2.2 and 3.4.0 In-Reply-To: <42086CB8.6010002@astron.hu> References: <42075C39.9010404@astron.hu> <20050207140151.GG15161@bestpractical.com> <42086CB8.6010002@astron.hu> Message-ID: <20050208172456.GA15161@bestpractical.com> > When I now click on the queue name, I get a list of the open > and new > tickets in the queue. However, the status of these tickets is > not > translated into German, I still see 'open' and 'new' (bad). > Same happens > when I use the Query Builder to get the tickets of the queue > (I see > 'resolved', 'stalled', etc.). Got it. We're having some weird issues with localization and the search result listing. I'm waiting on my loc expert to resurface. -- From vicki at progeny.com Tue Feb 8 12:41:41 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 08 Feb 2005 12:41:41 -0500 Subject: [rt-users] Change default "Update Type" from Comments to Reply whenResolve is clicked [Revisited] Message-ID: <1107884501.20262.26.camel@oz.progeny.com> I am looking to change the "Update Type" from Comments to Reply when resolving a ticket. A google produced the following link: http://lists.bestpractical.com/pipermail/rt-users/2005-January/028035.html However when I try to follow the advise in the response, I don't have the same code. I inherited a system to maintain which still runs 3.0.0, so that is probably the problem. I am looking into updating but can't right now due to the need to keep the current system available. [Need to update Perl and MySQL to use the new stuff and trying to keep from breaking the old system] In the meantime, can anyone suggest a way to solve the original problem of changing the Update Type? The code in question looks like this (lines 145-150 of Ticket/Update.html) : my ($CommentDefault, $ResponseDefault); if (($Action eq 'Comment') or ($ARGS{'UpdateType'} eq 'private')) { $CommentDefault = "SELECTED"; } else { $ResponseDefault = "SELECTED"; } I am reasonably proficient with coding, but I am hesitant to break the working rt system. Vicki From adam at baz.org Tue Feb 8 13:56:39 2005 From: adam at baz.org (Adam Hirsch) Date: Tue, 8 Feb 2005 13:56:39 -0500 Subject: [rt-users] Deleting particular attachments Message-ID: <20050208185639.GC20570@baz.org> I figured this must be an FAQ by now, but apparently my users must be dumber than the average bear, having gone over the wiki and the docs to no avail. Having had a business-sensitive attachment sent in with a ticket, I'm looking for the shortest-path to removing it from an RT 3.0.x (I know, I know) instance. Any suggestions (i.e. sql DELETE statements) or pointers to docs-for-the-impaired would be most, most welcome. Adam -- One word -- to a wise man. One lash -- to a bright horse. - Zen saying From jreeder at minutemenu.com Tue Feb 8 14:40:17 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Tue, 8 Feb 2005 13:40:17 -0600 Subject: [rt-users] Usernames which contain only numbers Message-ID: I'm trying to create usernames based on our client numbering schema, which is a 3 digit number, starting with 001. I've tried creating users 001, 010, 100, etc, and each time I get a " User could not be created: Name in use". Is it not possible to have usernames that are solely numeric? Thanks, Jonathan Reeder -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Tue Feb 8 14:22:02 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 8 Feb 2005 14:22:02 -0500 Subject: [rt-users] Usernames which contain only numbers In-Reply-To: References: Message-ID: <20050208192202.GI20353@chaka.net> No, not without modifying RT's code. -Todd On Tue, Feb 08, 2005 at 01:40:17PM -0600, Jonathan Reeder wrote: > I'm trying to create usernames based on our client numbering schema, which > is a 3 digit number, starting with 001. I've tried creating users 001, 010, > 100, etc, and each time I get a " User could not be created: Name in use". > Is it not possible to have usernames that are solely numeric? > > Thanks, > > Jonathan Reeder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rt at chaka.net Tue Feb 8 14:23:24 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 8 Feb 2005 14:23:24 -0500 Subject: [rt-users] Deleting particular attachments In-Reply-To: <20050208185639.GC20570@baz.org> References: <20050208185639.GC20570@baz.org> Message-ID: <20050208192324.GJ20353@chaka.net> There is not way to do this currently (that I would recommend) other than deleting the ticket and then using Ruslan's RTx::Shredder to really get rid of it. -Todd On Tue, Feb 08, 2005 at 01:56:39PM -0500, Adam Hirsch wrote: > I figured this must be an FAQ by now, but apparently my users must be > dumber than the average bear, having gone over the wiki and the docs to no > avail. Having had a business-sensitive attachment sent in with a ticket, > I'm looking for the shortest-path to removing it from an RT 3.0.x (I know, > I know) instance. Any suggestions (i.e. sql DELETE statements) or pointers > to docs-for-the-impaired would be most, most welcome. > > Adam > > -- > One word -- to a wise man. > One lash -- to a bright horse. - Zen saying > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Tue Feb 8 15:22:31 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Feb 2005 15:22:31 -0500 Subject: [rt-users] Deleting particular attachments In-Reply-To: <20050208185639.GC20570@baz.org> References: <20050208185639.GC20570@baz.org> Message-ID: <20050208202231.GH15161@bestpractical.com> On Tue, Feb 08, 2005 at 01:56:39PM -0500, Adam Hirsch wrote: > I figured this must be an FAQ by now, but apparently my users must be > dumber than the average bear, having gone over the wiki and the docs to no > avail. Having had a business-sensitive attachment sent in with a ticket, > I'm looking for the shortest-path to removing it from an RT 3.0.x (I know, > I know) instance. Any suggestions (i.e. sql DELETE statements) or pointers > to docs-for-the-impaired would be most, most welcome. I haven't updated this tool since I originally built it for a client who was running RT 3.0, but my attachment deletion tool lives at: http://download.bestpractical.com/pub/rt/contrib/3.0/Other/Censorware/ > > Adam > > -- > One word -- to a wise man. > One lash -- to a bright horse. - Zen saying > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From Julian_Dunn at cbc.ca Tue Feb 8 16:37:53 2005 From: Julian_Dunn at cbc.ca (Julian C. Dunn) Date: Tue, 08 Feb 2005 16:37:53 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <4203CC56.5000707@ucrwcu.rwc.uc.edu> References: <4203CC56.5000707@ucrwcu.rwc.uc.edu> Message-ID: <1107898673.31189.121.camel@localhost> On Fri, 2005-02-04 at 14:26 -0500, Drew Barnes wrote: > If you have 3.x installed on the same machine as 2.x, it will parts of > the 3.x install and dump bad data. Hence the instruction to dump from > 2.x BEFORE installing 3.x > > Telling them to use different libs does not matter, speaking from > experience. Part of the problem is that the libs from RT2 are incompatible with some of the newer versions of DBIx::SearchBuilder. In particular, the AccessibleCache stuff has been seriously reworked/removed so the export script's attempts to access the data this way don't return anything. In order to export properly from RT2 I had to downgrade the Perl installation to using an ancient SearchBuilder, something like 0.48 in my case (I was exporting from RT 2.0.7). I ended up building a custom Perl just to do the export, with all the old RT2 Perl dependencies in there. - Julian -- -- Julian C. Dunn, B.A.Sc, P.Eng. -- Platform Administrator, CBC.ca Production & Operations -- Office: 2C310-Q * Tel.: (416) 205-3311 x5592 From jesse at bestpractical.com Tue Feb 8 16:41:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Feb 2005 16:41:34 -0500 Subject: [rt-users] A little bit of history Message-ID: <20050208214134.GN15161@bestpractical.com> In the fall of 1994, I was a Freshman at Wesleyan University in Middletown, CT. I got to school and promptly went looking for the student computing group so that I could apply to get a Unix shell account[1]. Apparently, I said the wrong words, because I found myself filling out an application for a job working at Wesleyan's computing helpdesk. At the time, the helpdesk had a VT220 terminal with a mail client that stayed open all the time, so that whoever was on duty could respond to incoming support requests. Lots of things fell through the cracks, but we did ok. That summer, I worked for the university improving helpdesk and residential networking software infrastructure. As part of that project, I decided that the helpdesk actually needed their own server. I managed to scrounge a 486DX25. I spent a whole afternoon and evening performing my first-ever Linux installation on that box. 25 floppies later, it was 3am and I had a sort of functional server. Except I'd messed up the installation. By 8am, I had a working Linux box. A day or two later, I finally got around to installing a helpdesk package that I'd heard great things about: req, by Remy Evard at Northeastern University. Starting a week or two later, Wesleyan's helpdesk started using req to track support requests. At the time, the helpdesk was mostly staffed by Unix-savvy hacker/sysadmin types, but we had a few Computer Science majors too. Not all of the CS types were so comfortable with the command line tools that req presented and only one of the machines in the helpdesk office could run X11 to use req's Tk interface. But, the Mac running System 7 and the new Windows 95 box _could_ run Netscape 1.1. So I embarked on my first actual programming project: building a web interface to req. I spent the summer and the next fall semester teaching myself enough perl to put together a CGI interface to req. Eventually, I worked up the courage to tell the world that I'd been doing so: http://www.ccs.neu.edu/tools/hypermail/req/0001.html On 12 February 1996, I released the first public version of WebReq[2]: http://www.ccs.neu.edu/tools/hypermail/req/0030.html An employer eventually forced me to throw out the "req" portions of WebReq and build my own ticketing system underneath, but 90% of the code in WebReq became part of RT 0.9. Which became RT 1.0. Which was gutted and reinvented as RT 2.0 in the summer of 2001 when I quit my day job to work on RT full time. Nine years ago this Saturday, I released the very first version of what would become RT. I never, for a moment, dreamed that I would still be working on ticketing today. And not in my wildest dreams did I imagine that I'd earn my living writing software and giving it away. And the fact that I get to pay others to build and support free software -- that still blows my mind. Thanks, everybody, for the first nine amazing years, Jesse Vincent [1] At the time, Wesleyan was a VMS shop. Shell accounts were provided by "The Student Net," who had gotten their hands on some old NCR towers and a couple of Apollo DN2500 workstations that had been pressed into service as servers. [2] You'll note that even before the boom really started, I was fond of that horrible InterCapped style. -- From rt at chaka.net Tue Feb 8 16:23:02 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 8 Feb 2005 16:23:02 -0500 Subject: [rt-users] A little bit of history In-Reply-To: <20050208214134.GN15161@bestpractical.com> References: <20050208214134.GN15161@bestpractical.com> Message-ID: <20050208212302.GK20353@chaka.net> Happy birthday RT! Here's to nine more years! I'm looking forward to the next version of this story recalling RT's gobbling up of the Peregrine and Tivoli Service Desk market shares. :) -Todd From pmcgraw at aamc.org Tue Feb 8 17:53:32 2005 From: pmcgraw at aamc.org (Paula McGraw) Date: Tue, 08 Feb 2005 17:53:32 -0500 Subject: [rt-users] Installing RT on Windows recommended? Message-ID: Running RT v3.0.12 on Windows. Runs fine. Have a single outstanding item that I would like to resolve but haven't found the time to sit down and take a look. Content search doesn't work as advertised. Logs suggest that a bad SQL statement to blame. Someday ... Company has both Windows and Unix (Red Hat & Solaris) admins. We share ticketing system. When offered the chance to migrate to *nix, the Unix guys shrug their shoulders and take a pass. Endorsement? Probably not. I think they're just avoiding work but if the unix admins are happy with functionality and performance that counts for something. From Michael.Pelletier at pgicorp.net Tue Feb 8 18:53:38 2005 From: Michael.Pelletier at pgicorp.net (Michael Pelletier) Date: Tue, 8 Feb 2005 15:53:38 -0800 Subject: [rt-users] automatic logon to root, how do I stop it? Message-ID: Hello, I just installed 3.4.0 on Windose. Everything install ok. However, whenever, I go to the web page it automatically logs me into the application as root (without asking for a password). I changed the root password and still it never prompts me, it automatically logs me in. Does anyone have any ideas why this is so? Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikep at uclink.berkeley.edu Tue Feb 8 19:41:20 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 08 Feb 2005 16:41:20 -0800 Subject: [rt-users] Which table entry holds requestor info? In-Reply-To: <3E2F9A505836B248ABFC819B111D3222125D5D@newman.rmcengr.com> References: <3E2F9A505836B248ABFC819B111D3222125D5D@newman.rmcengr.com> Message-ID: <42095C30.5080205@uclink.berkeley.edu> I need to find a way to match the Users table to the Tickets table based on the Requestor. Currently I've got a nightly cronjob which compares people's email addresses to our ldap server and updates their department in RT (using Users.Organzation field). I do this so that I can use this with a php page that shows tickets submitted by department. A simplified version of my mysql statement: SELECT Tickets.id, Users.Organization FROM Tickets, Users WHERE Tickets.Creator = Users.id; This works fairly well except for when IT staff create tickets for people. Because this associates their Users.Id with Tickets.Creator. This makes my tables associate tickets and departments by who created it, not by who the requestor/s are. I need a way to show this information based on who the Requestors Organization (dept) is. When I browse around the tables, it isn't clear to me where the Users.id of the Requestor is stored. When I look at Transactions I see some info like this (so the new user is Users.id=10428): id Ticket Type Field NewValue 64460 3026 AddWatcher Requestor 10428 But I'm not sure how to link it all up. So I guess what I'm looking for is where the Requestor/s data is stored and how I can match a Ticket.id to the Users.id of the Requestor. Any ideas? Thanks, Mike From rt at chaka.net Tue Feb 8 19:21:33 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 8 Feb 2005 19:21:33 -0500 Subject: [rt-users] Which table entry holds requestor info? In-Reply-To: <42095C30.5080205@uclink.berkeley.edu> References: <3E2F9A505836B248ABFC819B111D3222125D5D@newman.rmcengr.com> <42095C30.5080205@uclink.berkeley.edu> Message-ID: <20050209002133.GL20353@chaka.net> Use the RT perl API. On Tue, Feb 08, 2005 at 04:41:20PM -0800, Mike Patterson wrote: > I need to find a way to match the Users table to the Tickets table based > on the Requestor. > > Currently I've got a nightly cronjob which compares people's email > addresses to our ldap server and updates their department in RT (using > Users.Organzation field). > > I do this so that I can use this with a php page that shows tickets > submitted by department. A simplified version of my mysql statement: > SELECT Tickets.id, Users.Organization > FROM Tickets, Users > WHERE Tickets.Creator = Users.id; > > This works fairly well except for when IT staff create tickets for > people. Because this associates their Users.Id with Tickets.Creator. > This makes my tables associate tickets and departments by who created > it, not by who the requestor/s are. > > I need a way to show this information based on who the Requestors > Organization (dept) is. When I browse around the tables, it isn't clear > to me where the Users.id of the Requestor is stored. > > When I look at Transactions I see some info like this (so the new user > is Users.id=10428): > id Ticket Type Field NewValue > 64460 3026 AddWatcher Requestor 10428 > > But I'm not sure how to link it all up. So I guess what I'm looking for > is where the Requestor/s data is stored and how I can match a Ticket.id > to the Users.id of the Requestor. > > Any ideas? > > Thanks, > Mike > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From mike at nepotia.org Wed Feb 9 01:03:26 2005 From: mike at nepotia.org (mike at nepotia.org) Date: Wed, 9 Feb 2005 01:03:26 -0500 (EST) Subject: [rt-users] Problem with "Steal" ticket in RT 3.4.0 Message-ID: <35131.66.252.47.2.1107929006.squirrel@66.252.47.2> I've taken a base 3.4.0 install, configured my Groups, Qs, users etc. All views and creation privs are configured and appear to work well. I then (*not using the RT API), ripped a bunch of existing "Project like" data into RT. Everything so far has worked like a charm. The old projects became tickets, and line items became transactions/attachments -- custom fields populated, all appears well. Tickets maintained their associateion with users from the old database to RT, and got mapped into appropriate Queues. Now, when I try to "steal" a ticket - from anyone - as anyone, I get a system error (See Bellow). If I create a NEW ticket though, steal works. It should be noted, that I have successfully similar "imports" into past versions of RT (3.0, 3.2). I thought I had a clean sweep, and again, everything except for the steal feature works as expected. Here's the URI: /Ticket/Display.html?Action=Steal&id=811 Here's the Request output: System error error: Can't call method "Delete" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 2964. context: ... 2960: 2961: # Delete the owner in the owner group, then add a new one 2962: # TODO: is this safe? it's not how we really want the API to work 2963: # for most things, but it's fast. 2964: my ( $del_id, $del_msg ) = $self->OwnerGroup->MembersObj->First->Delete(); 2965: unless ($del_id) { 2966: $RT::Handle->Rollback(); 2967: return ( 0, $self->loc("Could not change owner. ") . $del_msg ); 2968: } ... code stack: /opt/rt3/lib/RT/Ticket_Overlay.pm:2964 /opt/rt3/lib/RT/Ticket_Overlay.pm:3062 /opt/rt3/local/html/Ticket/Display.html:122 /opt/rt3/share/html/autohandler:215 Here's the Raw Error: Can't call method "Delete" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 2964. Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Delete" on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 2964.^J') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 2964 RT::Ticket::SetOwner('RT::Ticket=HASH(0xb2dbaa8)', 22, 'Steal') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3062 RT::Ticket::Steal('RT::Ticket=HASH(0xb2dbaa8)') called at /opt/rt3/local/html/Ticket/Display.html line 122 HTML::Mason::Commands::__ANON__('Action', 'Steal', 'id', 811, 'Action', 'Steal', 'id', 811) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0a94cc)', 'Action', 'Steal', 'id', 811, 'Action', 'Steal', 'id', 811) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Action', 'Steal', 'id', 811, 'Action', 'Steal', 'id', 811) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb2db39c)', 'Action', 'Steal', 'id', 811) called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__('Action', 'Steal', 'id', 811) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf6afcc)', 'Action', 'Steal', 'id', 811) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Steal', 'id', 811) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb2db39c)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb2db39c)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa83790c)', 'Apache::RequestRec=SCALAR(0xa8ddf68)') called at /opt/rt3/bin/webmux.pl line 132 eval {...} at /opt/rt3/bin/webmux.pl line 132 RT::Mason::handler('Apache::RequestRec=SCALAR(0xa8ddf68)') called at -e line 0 eval {...} at -e line 0 And, finally output from my rt.log: [Wed Feb 9 04:57:38 2005] [warning]: 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 '))' at line 1 at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) [Wed Feb 9 04:57:38 2005] [warning]: RT::Handle=HASH(0xacb5c8c) couldn't execute the query 'SELECT main.* FROM GroupMembers main WHERE ((main.GroupId = )) ' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) [Wed Feb 9 04:57:38 2005] [crit]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/opt/rt3/lib/RT/Interface/Web/Handler.pm:193) I must have missed something important during my import. Any insight? My import code is fairly clean - should be easy to read, and I'de be happy to share if that would help. Thanks, -mike From jeff at cepheid.org Wed Feb 9 02:29:30 2005 From: jeff at cepheid.org (Jeff Bachtel) Date: Wed, 9 Feb 2005 01:29:30 -0600 Subject: [rt-users] 3.4.0 showstoppers (for me, at least) Message-ID: <20050209072930.GD15073@cepheid.org> This is FreeBSD 5.3, Perl 5.8.6, Apache 2.0.52, mod_perl2 2.0.0r3, HTML::Mason 1.28 (other package versions very current to FreeBSD ports tree, and available on request if needed). I'm using an existing RT 3.2.1 MySQL database (I saw no migration notes), and RTFM 2.0.4 . The two biggest problems I've hit so far are an inability to create tickets through the web interface, illustrated by a "RT Error Ticket could not be created due to an internal error" and the following error_log entries: [Wed Feb 9 07:08:39 2005] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:146) [Wed Feb 9 07:08:39 2005] [error]: Ticket couldn't be created: (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:738) [Wed Feb 9 07:08:39 2005] [error]: WebRT: Ticket could not be created due to an internal error () (/usr/local/rt3/share/html/Elements/Error:76) This error occurs whether or not an attachment is specified for the ticket. And an odd error while updating tickets. The owner can be changed, either individually or in bulk. However, on a status change (either individual or bulk), I am given Bulk: http://vpr-webserver.tamu.edu/misc/rt_bulk_err.txt Individual: http://vpr-webserver.tamu.edu/misc/rt_individual_err.txt The first ticket of the bulk list, and the ticket being modified individually both appear to have their status changed as appropriate (I tested with Resolved and Deleted). Has anyone seen similar, or have a clue? I've looked through the archives since 3.4.0 came out, and don't see anything likely. Likewise, I've searched through the ht://dig archives without success. Regards, Jeff From andy at eva.dp.ua Wed Feb 9 04:01:32 2005 From: andy at eva.dp.ua (Andrew Kornilov) Date: Wed, 09 Feb 2005 11:01:32 +0200 Subject: [rt-users] Approvals. Quick ticket creation Message-ID: <4209D16C.2000104@eva.dp.ua> Hi all. Some questions: 1. I've enabled Approvals (using http://wiki.bestpractical.com/index.cgi?ManualApprovals), all OK, but i easly can open/close/etc ticket with pending approval. Why this happens? 2. How i can hide queue ___Approvals from list of queues on right side and from dropdown list of queues near button for ticket creation? 3. What right user must have to allow change Owner of any ticket? 4. What right user must have to see not only himself and Nobody in the list of Owners in Quick ticket creation but any other users also? From nordstrom at realnode.com Wed Feb 9 06:09:45 2005 From: nordstrom at realnode.com (Mattias Nordstrom) Date: Wed, 09 Feb 2005 13:09:45 +0200 Subject: [rt-users] Re: RT3.4 packages for Debian In-Reply-To: <20050203085944.GA27301@computing-services.oxford.ac.uk> References: <20050203085944.GA27301@computing-services.oxford.ac.uk> Message-ID: <4209EF79.5050405@realnode.com> Stephen Quinney wrote: > I am happy to announce the availability of the first Debian packages > for RT3.4. I have uploaded them to Debian but it will be a few weeks > before they pass through the various checks to get into the > archive. In the meantime you can get the necessary bits from: > > http://www.jadevine.org.uk/request-tracker/ > > You will want request-tracker3.4_3.4.0-1_all.deb and > rt3.4-clients_3.4.0-1_all.deb > > At this stage I wouldn't be surprised if there are a few bugs in the > packaging. If you find any please report them to me directly until the > packages is officially accepted into the Debian archive. I will keep > the RT3.4 packages in that directory up-to-date until they are > accepted. > > Have fun, > > Stephen Quinney Hi, The url doesn't seem to work anymore. Do you have the debs somewhere available? How's the approval process at debian going? -- Mattias Nordstrom CTO Oy Realnode Ab nordstrom at realnode.com www.realnode.com From sam_ml at spacething.org Wed Feb 9 07:25:41 2005 From: sam_ml at spacething.org (Sam Stickland) Date: Wed, 9 Feb 2005 12:25:41 +0000 (GMT Standard Time) Subject: [rt-users] Todo list / custom checkboxes in tickets In-Reply-To: <20050208150513.GG15161@bestpractical.com> References: <20050208150513.GG15161@bestpractical.com> Message-ID: Hi Jesse, (Comments are inline) On Tue, 8 Feb 2005, Jesse Vincent wrote: > On Tue, Feb 08, 2005 at 01:00:56PM +0000, Sam Stickland wrote: >> Hi, >> >> We're looking to use RT more extensively inside of our company, largely >> for the tracking of new installs and the like. We'd like to be able to >> create a custom todo list on the creation of a ticket; effectively a >> selection of checkboxes with task items next to them. >> >> It would be nice if tickets could have variable number of task items >> depending on the nature of the ticket, but we'd settle for a hardcoded >> number if there's a signifigantly large amount of work involved. >> >> The standard custom fields don't seem to able to handle this sort of >> complexity, so I guess it's time to put my programmer hat on? Is this a >> feasible additional to RT, or will it not sit will with it's design? Has >> anyone got any pointers on where to start, or to similar projects? > > This is a project I actually specced for a customer last week, so > there's a reasonable chance it might just magically appear in the > not-to-distant future. While I don't have a budget to entice you into doing this, is there any chance you could give an idea of timescales, and I'm happy to take a rough estimation off list. I've got a programming itch I'm eager to scratch now, but I'd hate to be duplicating effort. It's nothing I'd ever attempt to hold you to ;) To the other people that responded: Yes, the tasks/todo list can be radically different per ticket, but they are classed as 'install' tickets. The pre/post-task addition looks like it can go some way to improving our workflow for larger tasks, but many of the smaller ones would still need a basic checklist. Sam From rt at arenait.com Wed Feb 9 13:42:14 2005 From: rt at arenait.com (Rt) Date: Wed, 9 Feb 2005 18:42:14 -0000 Subject: [rt-users] need help on "No comp_root specified and cannot determine DocumentRoot" Message-ID: <20050209125028.287174D80B8@diesel.bestpractical.com> I already fullfill all dependencies to install rt2 using "make fixdeps" and configure my apache with mod_perl support to run RT2 at my Debian woody stable. Then when I start my apache it shows the following error message: Starting web server: apache[Wed Feb 9 06:58:47 2005] [error] No comp_root specified and cannot determine DocumentRoot. Please provide comp_root explicitly. Stack: [/opt/rt2/lib/RT/Interface/Web.pm:101] [/opt/rt2/bin/webmux.pl:110] Compilation failed in require at (eval 6) line 1. Syntax error on line 1002 of /etc/apache/httpd.conf: No comp_root specified and cannot determine DocumentRoot. Please provide comp_root explicitly. Stack: [/opt/rt2/lib/RT/Interface/Web.pm:101] [/opt/rt2/bin/webmux.pl:110] Compilation failed in require at (eval 6) line 1. I don't know where to define "comp_root". Please help me to run my RT2. Mahmud Jami ________________________________________________ Message sent using Arena Infotech Webmail 1.0.0 From shildret at scotth.emsphone.com Wed Feb 9 09:51:08 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 09 Feb 2005 08:51:08 -0600 Subject: [rt-users] 3.4.0 showstoppers (for me, at least) In-Reply-To: <20050209072930.GD15073@cepheid.org> References: <20050209072930.GD15073@cepheid.org> Message-ID: <1107960668.20596.18.camel@scotth.emsphone.com> If you didn't update your database, you need to. Upgrade according to the notes using sbin/rt-setup-database, $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA) --prompt-for-dba-password --action insert --datadir etc/upgrade/ ...you will need to run the above 3 times for action schema, acl, & insert. The upgrade dir is in the source distribution, update with 3.3.0 & then upgrade the db with 3.3.11. On Wed, 2005-02-09 at 01:29 -0600, Jeff Bachtel wrote: > This is FreeBSD 5.3, Perl 5.8.6, Apache 2.0.52, mod_perl2 2.0.0r3, > HTML::Mason 1.28 (other package versions very current to FreeBSD ports > tree, and available on request if needed). > > I'm using an existing RT 3.2.1 MySQL database (I saw no migration > notes), and RTFM 2.0.4 . > > The two biggest problems I've hit so far are an inability to create > tickets through the web interface, illustrated by a "RT Error Ticket > could not be created due to an internal error" and the following > error_log entries: > > [Wed Feb 9 07:08:39 2005] [crit]: RT::Attachment->Create couldn't, as > you didn't specify a transaction > (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:146) > [Wed Feb 9 07:08:39 2005] [error]: Ticket couldn't be created: > (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:738) > [Wed Feb 9 07:08:39 2005] [error]: WebRT: Ticket could not be created > due to an internal error () > (/usr/local/rt3/share/html/Elements/Error:76) > > This error occurs whether or not an attachment is specified for the > ticket. > > And an odd error while updating tickets. The owner can be changed, > either individually or in bulk. However, on a status change (either > individual or bulk), I am given > > Bulk: http://vpr-webserver.tamu.edu/misc/rt_bulk_err.txt > > Individual: http://vpr-webserver.tamu.edu/misc/rt_individual_err.txt > > The first ticket of the bulk list, and the ticket being modified > individually both appear to have their status changed as appropriate > (I tested with Resolved and Deleted). > > Has anyone seen similar, or have a clue? I've looked through the > archives since 3.4.0 came out, and don't see anything likely. > Likewise, I've searched through the ht://dig archives without success. > > Regards, > Jeff > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Scott T. Hildreth From jeff at cepheid.org Wed Feb 9 10:11:54 2005 From: jeff at cepheid.org (Jeff Bachtel) Date: Wed, 9 Feb 2005 09:11:54 -0600 Subject: [rt-users] 3.4.0 showstoppers (for me, at least) In-Reply-To: <1107960668.20596.18.camel@scotth.emsphone.com> References: <20050209072930.GD15073@cepheid.org> <1107960668.20596.18.camel@scotth.emsphone.com> Message-ID: <20050209151154.GF15073@cepheid.org> Just for the archives, this advice is absolutely correct to solving my problem. And now I will go back to slapping my forehead with palm. Thanks, Jeff On Wed, Feb 09, 2005 at 08:51:08AM -0600, Scott T. Hildreth wrote: > If you didn't update your database, you need to. Upgrade according to > the notes using sbin/rt-setup-database, > > $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA) > --prompt-for-dba-password --action insert --datadir > etc/upgrade/ > > ...you will need to run the above 3 times for action schema, acl, & > insert. > > The upgrade dir is in the source distribution, update with 3.3.0 & then > upgrade the db with 3.3.11. From mhowsden at gmail.com Wed Feb 9 10:54:44 2005 From: mhowsden at gmail.com (Mike Howsden) Date: Wed, 9 Feb 2005 08:54:44 -0700 Subject: [rt-users] MSSQL Message-ID: <68bee7ae05020907546d757297@mail.gmail.com> Hi, I'm new to using Request Tracker and I was wondering what would be necessary to get it to work with an external MSSQL db. I realize no one _should_ want to do this but I have a client who could use such a configuration. Can the request tracker work with ODBC? I'm a programmer and wouldn't mind doing some programming to get it working but I'd like some idea of what would be involved. Thanks in advance, Mike Howsden From lmw94002 at hotmail.com Wed Feb 9 11:53:34 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Wed, 09 Feb 2005 11:53:34 -0500 Subject: [rt-users] upgrade problem... 3.2 > 3.4 Message-ID: I'm trying to upgrade my 3.2 > 3.4 of RT. All was going well till I tried to run some of those database scripts. I took a peak at the files, and i understand that it can't find something, but i'm not sure what "/content" is. A little direction would be most appreciated. [root at localhost rt-3.4.0]# /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/3.3.11 Use of uninitialized value in concatenation (.) or string at /opt/rt3/sbin/rt-setup-database line 155. [Wed Feb 9 15:54:21 2005] [crit]: Can't locate /content in @INC (@INC contains: /opt/rt3/lib /opt/rt3/lib/ /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 /usr/local/lib/perl5/site_perl/5.8.5/i686-linux /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl .) at /opt/rt3/sbin/rt-setup-database line 451. (/opt/rt3/lib/RT.pm:285) - Mat W. From torsten.brumm at kuehne-nagel.com Wed Feb 9 06:15:46 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC) Date: Wed, 9 Feb 2005 12:15:46 +0100 Subject: [rt-users] Statistics Package under RT 3.4 Message-ID: Hi, there is a small Error at the Statistics Package after upgrading to RT3.4 at the /Elements/Tabs File: my $basetabs = { A => { title => loc('Homepage'), path => '', }, B => { title => loc('Tickets'), path => 'Search/Listing.html' # This is not correct in this Verion: path => 'Search/Build.html' # Must be this Value }, E => { title => loc('Configuration'), path => 'Admin/' }, K => { title => loc('Preferences'), path => 'User/Prefs.html' }, P => { title => loc('Approval'), path => 'Approvals/' }, Z => { title => 'Statistics', path => 'Statistics/index.html' }, }; Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer ____________________________________________________ Kuehne+Nagel AG & Co KG HAM MI-IC / Corporate IT Ferdinand Strasse 29-33 D-20095 Hamburg Germany Tel: +49 40 329 15 199 Gsm: +49 17 362 66 693 From vicki at progeny.com Wed Feb 9 12:26:29 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Wed, 09 Feb 2005 12:26:29 -0500 Subject: [rt-users] Where do the comments and replies get stored? Message-ID: <1107969989.26592.4.camel@oz.progeny.com> I am running RT3.0.0 and have come across a question that I can't answer. When replies and comments are posted to tickets via the web interface, where in the database are they written? I was asked this by a user, but a search of the mysql rt database didn't reveal it to me. I only see 3 varchar fields: Type, Subject, Status. Vicki From Michael.Pelletier at pgicorp.net Wed Feb 9 13:00:31 2005 From: Michael.Pelletier at pgicorp.net (Michael Pelletier) Date: Wed, 9 Feb 2005 10:00:31 -0800 Subject: [rt-users] General questions... Message-ID: Hello, I am new to RT so, excuse my newbee questions. 1) Are there any substantial differences in regards to the Windows and Linux/BSD versions? 2) On the download page the Windows version was 4.0 and the Linux/BSD was 4.3. 3) Does either of these versions support LDAP/AD? Thanks, in advance, for your time, Michael From jlee110 at yahoo.com Wed Feb 9 13:21:58 2005 From: jlee110 at yahoo.com (James Lee) Date: Wed, 9 Feb 2005 10:21:58 -0800 (PST) Subject: [rt-users] mandatory custom fields Message-ID: <20050209182158.11526.qmail@web51708.mail.yahoo.com> hi, i'm using RT3.2.2. is there a way to make a custom field mandatory? thanks jim __________________________________ Do you Yahoo!? Take Yahoo! Mail with you! Get it on your mobile phone. http://mobile.yahoo.com/maildemo From joby at u.washington.edu Wed Feb 9 12:50:18 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 09 Feb 2005 09:50:18 -0800 Subject: [rt-users] Where do the comments and replies get stored? In-Reply-To: <1107969989.26592.4.camel@oz.progeny.com> References: <1107969989.26592.4.camel@oz.progeny.com> Message-ID: <420A4D5A.1030900@u.washington.edu> The "attachments" table. Joby Walker C&C Computer Operations Software Support Group Vicki Stanfield wrote: > I am running RT3.0.0 and have come across a question that I can't > answer. When replies and comments are posted to tickets via the web > interface, where in the database are they written? I was asked this by a > user, but a search of the mysql rt database didn't reveal it to me. I > only see 3 varchar fields: Type, Subject, Status. > > Vicki > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From shildret at scotth.emsphone.com Wed Feb 9 13:38:19 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 09 Feb 2005 12:38:19 -0600 Subject: [rt-users] upgrade problem... 3.2 > 3.4 In-Reply-To: References: Message-ID: <1107974299.20596.20.camel@scotth.emsphone.com> did you run the upgrade to 3.30 first? If not you need to upgrade to 3.30 and then 3.3.11. On Wed, 2005-02-09 at 11:53 -0500, Mathew Walker wrote: > I'm trying to upgrade my 3.2 > 3.4 of RT. All was going well till I tried > to run some of those database scripts. I took a peak at the files, and i > understand that it can't find something, but i'm not sure what "/content" > is. A little direction would be most appreciated. > > [root at localhost rt-3.4.0]# /opt/rt3/sbin/rt-setup-database --action insert \ > --datadir etc/upgrade/3.3.11 > Use of uninitialized value in concatenation (.) or string at > /opt/rt3/sbin/rt-setup-database line 155. > [Wed Feb 9 15:54:21 2005] [crit]: Can't locate /content in @INC (@INC > contains: /opt/rt3/lib /opt/rt3/lib/ /usr/local/lib/perl5/5.8.5/i686-linux > /usr/local/lib/perl5/5.8.5 /usr/local/lib/perl5/site_perl/5.8.5/i686-linux > /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl .) at > /opt/rt3/sbin/rt-setup-database line 451. > (/opt/rt3/lib/RT.pm:285) > > - Mat W. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Scott T. Hildreth From jesse at bestpractical.com Wed Feb 9 13:47:02 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 9 Feb 2005 13:47:02 -0500 Subject: [rt-users] mandatory custom fields In-Reply-To: <20050209182158.11526.qmail@web51708.mail.yahoo.com> References: <20050209182158.11526.qmail@web51708.mail.yahoo.com> Message-ID: <20050209184702.GU15161@bestpractical.com> On Wed, Feb 09, 2005 at 10:21:58AM -0800, James Lee wrote: > hi, > i'm using RT3.2.2. is there a way to make a custom > field mandatory? thanks Not currently, though it's something that's "on our list" for the future. Jesse > jim > > > > __________________________________ > Do you Yahoo!? > Take Yahoo! Mail with you! Get it on your mobile phone. > http://mobile.yahoo.com/maildemo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From rt at chaka.net Wed Feb 9 13:12:01 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 9 Feb 2005 13:12:01 -0500 Subject: [rt-users] mandatory custom fields In-Reply-To: <20050209184702.GU15161@bestpractical.com> References: <20050209182158.11526.qmail@web51708.mail.yahoo.com> <20050209184702.GU15161@bestpractical.com> Message-ID: <20050209181200.GN20353@chaka.net> It would also be nice to tag a CF to be unique. Ooh, and I really need composite CFs. Thanks! :) -Todd On Wed, Feb 09, 2005 at 01:47:02PM -0500, Jesse Vincent wrote: > > > > On Wed, Feb 09, 2005 at 10:21:58AM -0800, James Lee wrote: > > hi, > > i'm using RT3.2.2. is there a way to make a custom > > field mandatory? thanks > > Not currently, though it's something that's "on our list" for the > future. > > Jesse > > > > jim > > > > > > > > __________________________________ > > Do you Yahoo!? > > Take Yahoo! Mail with you! Get it on your mobile phone. > > http://mobile.yahoo.com/maildemo > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From lmw94002 at hotmail.com Wed Feb 9 13:51:59 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Wed, 09 Feb 2005 13:51:59 -0500 Subject: [rt-users] upgrade problem... 3.2 > 3.4 In-Reply-To: <1107974299.20596.20.camel@scotth.emsphone.com> Message-ID: i get the exact same error w/ the 3.3.0 and the 3.3.11 ... i just don't know what/where "/content" is? > >did you run the upgrade to 3.30 first? If not you need to upgrade to >3.30 and then 3.3.11. > >On Wed, 2005-02-09 at 11:53 -0500, Mathew Walker wrote: > > I'm trying to upgrade my 3.2 > 3.4 of RT. All was going well till I >tried > > to run some of those database scripts. I took a peak at the files, and >i > > understand that it can't find something, but i'm not sure what >"/content" > > is. A little direction would be most appreciated. > > > > [root at localhost rt-3.4.0]# /opt/rt3/sbin/rt-setup-database --action >insert \ > > --datadir etc/upgrade/3.3.11 > > Use of uninitialized value in concatenation (.) or string at > > /opt/rt3/sbin/rt-setup-database line 155. > > [Wed Feb 9 15:54:21 2005] [crit]: Can't locate /content in @INC (@INC > > contains: /opt/rt3/lib /opt/rt3/lib/ >/usr/local/lib/perl5/5.8.5/i686-linux > > /usr/local/lib/perl5/5.8.5 >/usr/local/lib/perl5/site_perl/5.8.5/i686-linux > > /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl .) >at > > /opt/rt3/sbin/rt-setup-database line 451. > > (/opt/rt3/lib/RT.pm:285) > > > > - Mat W. > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com >for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com >-- >Scott T. Hildreth From trasko at c0rtex.com Wed Feb 9 13:50:20 2005 From: trasko at c0rtex.com (trasko) Date: Wed, 09 Feb 2005 10:50:20 -0800 Subject: [rt-users] RTFM error: WikiFormattedContent Unimplemented in HTML::Mason::Commands Message-ID: <420A5B6C.4080502@c0rtex.com> rt 3.40, RTFM-2.0.4, Pg 7.4.5, Perl 5.8.6, Apache v1.27, mod_perl v1.29 I create a new article with a custom field that is a WikiTextSingle. When I click on the article to view it ("Display") I get the error at the bottom of this message. If I click "delete", "modify", or "history" the pages work as expected. Am I using the right version of RTFM with rt? Is the RTFM / rt3 combination considered stable? Error below: error: RT::FM::ArticleCFValue::WikiFormattedContent Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32) context: ... 481: else { 482: my ($package, $filename, $line); 483: ($package, $filename, $line) = caller; 484: 485: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 486: } 487: 488: } 489: ... code stack: /opt/perl5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:485 /opt/rt3/share/html/RTFM/Article/Elements/ShowCustomFields:32 /opt/rt3/share/html/RTFM/Article/Display.html:25 /opt/rt3/share/html/autohandler:215 Any help is appreciated. ~trasko From shildreth at allantgroup.com Wed Feb 9 14:21:58 2005 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Wed, 09 Feb 2005 13:21:58 -0600 Subject: [rt-users] upgrade problem... 3.2 > 3.4 In-Reply-To: References: Message-ID: <1107976918.20596.23.camel@scotth.emsphone.com> Did you run schema & acl update first? On Wed, 2005-02-09 at 13:51 -0500, Mathew Walker wrote: > i get the exact same error w/ the 3.3.0 and the 3.3.11 ... i just don't know > what/where "/content" is? > > > >did you run the upgrade to 3.30 first? If not you need to upgrade to > >3.30 and then 3.3.11. > > > >On Wed, 2005-02-09 at 11:53 -0500, Mathew Walker wrote: > > > I'm trying to upgrade my 3.2 > 3.4 of RT. All was going well till I > >tried > > > to run some of those database scripts. I took a peak at the files, and > >i > > > understand that it can't find something, but i'm not sure what > >"/content" > > > is. A little direction would be most appreciated. > > > > > > [root at localhost rt-3.4.0]# /opt/rt3/sbin/rt-setup-database --action > >insert \ > > > --datadir etc/upgrade/3.3.11 > > > Use of uninitialized value in concatenation (.) or string at > > > /opt/rt3/sbin/rt-setup-database line 155. > > > [Wed Feb 9 15:54:21 2005] [crit]: Can't locate /content in @INC (@INC > > > contains: /opt/rt3/lib /opt/rt3/lib/ > >/usr/local/lib/perl5/5.8.5/i686-linux > > > /usr/local/lib/perl5/5.8.5 > >/usr/local/lib/perl5/site_perl/5.8.5/i686-linux > > > /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl .) > >at > > > /opt/rt3/sbin/rt-setup-database line 451. > > > (/opt/rt3/lib/RT.pm:285) > > > > > > - Mat W. > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > RT Administrator and Developer training is coming to your town soon! > >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > >for details. > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >-- > >Scott T. Hildreth > > -- Scott T. Hildreth From shildret at scotth.emsphone.com Wed Feb 9 14:37:26 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 09 Feb 2005 13:37:26 -0600 Subject: [rt-users] upgrade problem... 3.2 > 3.4 In-Reply-To: <1107976918.20596.23.camel@scotth.emsphone.com> References: <1107976918.20596.23.camel@scotth.emsphone.com> Message-ID: <1107977846.20596.25.camel@scotth.emsphone.com> It helps if I read your email =8^). It is saying it can't find the content file, which is in the dist dir etc/upgrade/, but you can ignore that, the content files are empty for the 3.3.* upgrades. On Wed, 2005-02-09 at 13:21 -0600, Scott T. Hildreth wrote: > Did you run schema & acl update first? > > On Wed, 2005-02-09 at 13:51 -0500, Mathew Walker wrote: > > i get the exact same error w/ the 3.3.0 and the 3.3.11 ... i just don't know > > what/where "/content" is? > > > > > >did you run the upgrade to 3.30 first? If not you need to upgrade to > > >3.30 and then 3.3.11. > > > > > >On Wed, 2005-02-09 at 11:53 -0500, Mathew Walker wrote: > > > > I'm trying to upgrade my 3.2 > 3.4 of RT. All was going well till I > > >tried > > > > to run some of those database scripts. I took a peak at the files, and > > >i > > > > understand that it can't find something, but i'm not sure what > > >"/content" > > > > is. A little direction would be most appreciated. > > > > > > > > [root at localhost rt-3.4.0]# /opt/rt3/sbin/rt-setup-database --action > > >insert \ > > > > --datadir etc/upgrade/3.3.11 > > > > Use of uninitialized value in concatenation (.) or string at > > > > /opt/rt3/sbin/rt-setup-database line 155. > > > > [Wed Feb 9 15:54:21 2005] [crit]: Can't locate /content in @INC (@INC > > > > contains: /opt/rt3/lib /opt/rt3/lib/ > > >/usr/local/lib/perl5/5.8.5/i686-linux > > > > /usr/local/lib/perl5/5.8.5 > > >/usr/local/lib/perl5/site_perl/5.8.5/i686-linux > > > > /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl .) > > >at > > > > /opt/rt3/sbin/rt-setup-database line 451. > > > > (/opt/rt3/lib/RT.pm:285) > > > > > > > > - Mat W. > > > > > > > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > RT Administrator and Developer training is coming to your town soon! > > >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > > >for details. > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > >-- > > >Scott T. Hildreth > > > > -- Scott T. Hildreth From lmw94002 at hotmail.com Wed Feb 9 15:44:29 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Wed, 09 Feb 2005 15:44:29 -0500 Subject: [rt-users] History gone? ( upgrade problem... 3.2 > 3.4 ) In-Reply-To: <1107977846.20596.25.camel@scotth.emsphone.com> Message-ID: I think I got my RT upgraded. But now when i look at RT or RTFM items, i see no history at all. Everything else seems to have been maintained, but no more ticket history. Any ideas where to start? From jreeder at minutemenu.com Wed Feb 9 16:43:26 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Wed, 9 Feb 2005 15:43:26 -0600 Subject: [rt-users] ModifySelf right behaving strangely? Message-ID: I'm using 3.4 and I gave one of my users the ModifySelf right. After doing so, I logged in as that user and tried to change his "Organization" field. When I tried to save, I was given a "Permission Denied" error. However, when I clicked to save again, *immediately* following the first try, it saved with no trouble. Any thoughts? I'm open to someone telling me that I'm doing something wrong. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ldriggers at fncinc.com Wed Feb 9 17:04:19 2005 From: ldriggers at fncinc.com (Les Driggers) Date: Wed, 09 Feb 2005 16:04:19 -0600 Subject: [rt-users] History gone? ( upgrade problem... 3.2 > 3.4 ) In-Reply-To: References: Message-ID: <1107986660.32483.14.camel@localhost.localdomain> On Wed, 2005-02-09 at 15:44 -0500, Mathew Walker wrote: > I think I got my RT upgraded. But now when i look at RT or RTFM items, i > see no history at all. Everything else seems to have been maintained, but > no more ticket history. Any ideas where to start? > > I had to remove the following lines from etc/upgrade/3.3.0/schema.Pg: drop index ticketcustomfieldvalues1; drop index ticketcustomfieldvalues2; Then ran the updates again. That fixed it for me. I was upgrading from 3.0.5 to 3.4.0 on Postgresql. Les > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Les Driggers :: Systems Engineer ldriggers at fncinc.com Phone 662/236-2020 x326 :: Fax 662/236-3607 1214 Office Park Drive :: Oxford, MS 38655 FNC Inc. Change the way you think about collateral? www.fncinc.com From tom.nail at amd.com Wed Feb 9 16:31:57 2005 From: tom.nail at amd.com (Thomas Nail) Date: Wed, 09 Feb 2005 15:31:57 -0600 Subject: [rt-users] Upgrade problems 2.0.15 -> 3.2.2 Message-ID: <420A814D.1070003@amd.com> hello, I'm having a problem upgrading databases from 2.0.15 to 3.2.2. I'm using the scripts provided in http://download.bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz and the ~ export seems to go fine from 2.0.15. When I try to start the import, though, the script just spews errors similar to the ones pasted below. My hunch is that the export didn't go as well as I thought (although it did not report any errors...) and I'm missing data somewhere. Can someone give me a hint? Thanks, -=Tom Nail Setups: [OLD] RHEL3 WS Update 4 MySQL 3.23.58 Perl 5.8.0 mod_perl 1.29 Apache 1.3.27 rt-2.0.15 [NEW] RHEL3 WS Update 4 MySQL 4.1.9 Perl 5.8.6 mod_perl 1.29 Apache 1.3.33 rt-3.2.2 Errors: <--snip--> uCreating user Unnamed user 272 .[Wed Feb 9 18:17:27 2005] [error]: Could not create a new user - (/opt/apps/rt3/lib/RT/User_Overlay.pm:260) Failed to create user for$VAR1 = { ~ 'CryptedPassword' => undef, ~ 'Name' => 'Unnamed user 272' ~ }; uCreating user Unnamed user 4 .[Wed Feb 9 18:17:27 2005] [error]: Could not create a new user - (/opt/apps/rt3/lib/RT/User_Overlay.pm:260) Failed to create user for$VAR1 = { ~ 'CryptedPassword' => undef, ~ 'Name' => 'Unnamed user 4' ~ }; <--snip--> Importing groups rrCouldn't load principal to grant them CommentOnTicket globally $VAR1 = { ~ 'PrincipalType' => 'User', ~ 'PrincipalId' => '6', ~ 'Name' => 'CommentOnTicket' ~ }; [Wed Feb 9 18:17:51 2005] [crit]: 1 (/opt/apps/rt3/lib/RT/ACE_Overlay.pm:906) [Wed Feb 9 18:17:51 2005] [crit]: Can't load a principal for id (/opt/apps/rt3/lib/RT/ACE_Overlay.pm:907) rCouldn't load principal to grant them CommentOnTicket globally $VAR1 = { ~ 'PrincipalType' => 'User', ~ 'PrincipalId' => '7', ~ 'Name' => 'CommentOnTicket' ~ }; [Wed Feb 9 18:17:51 2005] [crit]: 1 (/opt/apps/rt3/lib/RT/ACE_Overlay.pm:906) [Wed Feb 9 18:17:51 2005] [crit]: Can't load a principal for id (/opt/apps/rt3/lib/RT/ACE_Overlay.pm:907) rCouldn't load principal to grant them CommentOnTicket globally $VAR1 = { ~ 'PrincipalType' => 'User', ~ 'PrincipalId' => '8', ~ 'Name' => 'CommentOnTicket' ~ }; <--snip--> Importing tickets...t-1 Couldn't create ticket HASH(0x92680e4) $VAR1 = { ~ 'Requestor' => [ ~ 'blah at blah.com' ~ ], ~ 'Owner' => undef, ~ 'LastUpdatedBy' => undef, ~ '_RecordTransaction' => '0', ~ 'id' => 1, ~ 'Queue' => 'general', ~ 'Creator' => undef ~ }; Couldn't create trans 1 $VAR1 = { ~ 'id' => 1, ~ 'Creator' => undef, ~ 'ActivateScrips' => '0' ~ }; From jesse at bestpractical.com Wed Feb 9 17:11:43 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 9 Feb 2005 17:11:43 -0500 Subject: [rt-users] History gone? ( upgrade problem... 3.2 > 3.4 ) In-Reply-To: <1107986660.32483.14.camel@localhost.localdomain> References: <1107986660.32483.14.camel@localhost.localdomain> Message-ID: <20050209221143.GD15161@bestpractical.com> > > I had to remove the following lines from etc/upgrade/3.3.0/schema.Pg: > > drop index ticketcustomfieldvalues1; > drop index ticketcustomfieldvalues2; > > Then ran the updates again. That fixed it for me. I was upgrading from > 3.0.5 to 3.4.0 on Postgresql. Do you perhaps mean 3.4.0rc something? Those were (afaik) removed before 3.4.0. > > > Les > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- > Les Driggers :: Systems Engineer > ldriggers at fncinc.com > > Phone 662/236-2020 x326 :: Fax 662/236-3607 > 1214 Office Park Drive :: Oxford, MS 38655 > > FNC Inc. > Change the way you think about collateral? > www.fncinc.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From ldriggers at fncinc.com Wed Feb 9 17:26:57 2005 From: ldriggers at fncinc.com (Les Driggers) Date: Wed, 09 Feb 2005 16:26:57 -0600 Subject: [rt-users] History gone? ( upgrade problem... 3.2 > 3.4 ) In-Reply-To: <20050209221143.GD15161@bestpractical.com> References: <1107986660.32483.14.camel@localhost.localdomain> <20050209221143.GD15161@bestpractical.com> Message-ID: <1107988017.32483.17.camel@localhost.localdomain> On Wed, 2005-02-09 at 17:11 -0500, Jesse Vincent wrote: > > > > > I had to remove the following lines from etc/upgrade/3.3.0/schema.Pg: > > > > drop index ticketcustomfieldvalues1; > > drop index ticketcustomfieldvalues2; > > > > Then ran the updates again. That fixed it for me. I was upgrading from > > 3.0.5 to 3.4.0 on Postgresql. > > Do you perhaps mean 3.4.0rc something? Those were (afaik) removed before > 3.4.0. Sorry. It was 3.4.0rc6. Les -- Les Driggers :: Systems Engineer ldriggers at fncinc.com Phone 662/236-2020 x326 :: Fax 662/236-3607 1214 Office Park Drive :: Oxford, MS 38655 FNC Inc. Change the way you think about collateral? www.fncinc.com From lmw94002 at hotmail.com Wed Feb 9 17:37:07 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Wed, 09 Feb 2005 17:37:07 -0500 Subject: [rt-users] History gone? ( upgrade problem... 3.2 > 3.4 ) In-Reply-To: <20050209221143.GD15161@bestpractical.com> Message-ID: Not being a DBA or anything... I figure it might be smart to look into my database to see if the data is even in there. But, what should I query for to see if the ticket has history and it's not being displayed or if the history somehow got dropped. From r at elhames.co.uk Wed Feb 9 18:40:02 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Wed, 9 Feb 2005 23:40:02 -0000 Subject: [rt-users] RT::Mason Error Message-ID: <049501c50f00$ad5395c0$52c593c3@tiger> Hi there; I had the below error in the apache error log for a while now: [Wed Feb 09 23:09:43 2005] [error] handler RT::Mason didn't return a valid return value! [Wed Feb 09 23:09:46 2005] [error] handler RT::Mason didn't return a valid return value! [Wed Feb 09 23:10:29 2005] [error] handler RT::Mason didn't return a valid return value! Sometime its the one line per page request, but on certain occassions one page visit results on few hundreds in a matter of a second .. Anyone else have this problem/or seen this error , I have a suspission it may be to do with "firefox browsers", but tacking this to the root cause is proving to be very difficult .. In rt.log I get the occassional [Wed Feb 9 23:35:20 2005] [crit]: 103:Software caused connection abort at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 914. My system is: OS:Gentoo Perl v5.8.4 under linux Apache2 mod_perl v1.9911 RT-3.2.2 DBIx::SearchBuilder v1.22 mysql Ver 12.22 Distrib 4.0.20, for pc-linux-gnu (i386) Many thanks; Roy From jesse at bestpractical.com Wed Feb 9 22:18:44 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 9 Feb 2005 22:18:44 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <1107898673.31189.121.camel@localhost> References: <4203CC56.5000707@ucrwcu.rwc.uc.edu> <1107898673.31189.121.camel@localhost> Message-ID: <20050210031844.GH15161@bestpractical.com> > Part of the problem is that the libs from RT2 are incompatible with some > of the newer versions of DBIx::SearchBuilder. In particular, the > AccessibleCache stuff has been seriously reworked/removed so the export > script's attempts to access the data this way don't return anything. While this was true in the SearchBuilder 1.0.x series, I've been happily running RT2 instances against DBIx::SearchBuilder 1.1x and 1.2x From sh.hancock at gmail.com Wed Feb 9 22:18:08 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Wed, 9 Feb 2005 22:18:08 -0500 Subject: [rt-users] RTFM error: WikiFormattedContent Unimplemented in HTML::Mason::Commands In-Reply-To: <420A5B6C.4080502@c0rtex.com> References: <420A5B6C.4080502@c0rtex.com> Message-ID: <78c5b141050209191869e7b0a5@mail.gmail.com> I think you are probably missing the perl module Text::WikiFormat which is needed for this textbox. RTFM works without it but if you want to use the wiki text box you will need this. On Wed, 09 Feb 2005 10:50:20 -0800, trasko wrote: > rt 3.40, RTFM-2.0.4, Pg 7.4.5, Perl 5.8.6, Apache v1.27, mod_perl v1.29 > > I create a new article with a custom field that is a WikiTextSingle. > When I click on the article to view it ("Display") I get the error at > the bottom of this message. If I click "delete", "modify", or "history" > the pages work as expected. > > Am I using the right version of RTFM with rt? Is the RTFM / rt3 > combination considered stable? > > Error below: > > error: RT::FM::ArticleCFValue::WikiFormattedContent Unimplemented > in HTML::Mason::Commands. > (/opt/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32) > context: > ... > 481: else { > 482: my ($package, $filename, $line); > 483: ($package, $filename, $line) = caller; > 484: > 485: die "$AUTOLOAD Unimplemented in $package. ($filename line > $line) \n"; > 486: } > 487: > 488: } > 489: > ... > code stack: > /opt/perl5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:485 > /opt/rt3/share/html/RTFM/Article/Elements/ShowCustomFields:32 > /opt/rt3/share/html/RTFM/Article/Display.html:25 > /opt/rt3/share/html/autohandler:215 > > Any help is appreciated. > > ~trasko > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From yoavd at qballtech.net Thu Feb 10 05:17:11 2005 From: yoavd at qballtech.net (yoavd at qballtech.net) Date: Thu, 10 Feb 2005 12:17:11 +0200 (IST) Subject: [rt-users] Where do the comments and replies get stored?]] Message-ID: <5882.212.143.107.30.1108030631.squirrel@212.143.107.30> An HTML attachment was scrubbed... URL: From nir at chipx.co.il Thu Feb 10 07:37:59 2005 From: nir at chipx.co.il (Nir Dvir) Date: Thu, 10 Feb 2005 14:37:59 +0200 Subject: [rt-users] upgrade RT 2.0.15 to RT 3.2.1 Message-ID: <85B296D4E2474445A93E17A8F9A140E3472385@venus.chipx.co.il> I've been running RT for couple of years now, and I would like to port the data I already have on my old host to a RT 3.2.1 I installed on a new host running Fedora. I tried looking for some info on upgrade/ database migration in the RTFM and wiki but all I found was notes about a tool called rt2-to-rt3-v1.13.tar.gz which I couldn't find anywhere. Anyone have pointers about this. Upgrade path required: RT 2.0.15 , mysql-3.23.41-1 on Red Hat Linux 7.2 -> RT 3.2.1, mysql-4.0.21 on Fedora r1 Thanks Nir -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at longhill.brighton-hove.sch.uk Thu Feb 10 07:37:43 2005 From: alex at longhill.brighton-hove.sch.uk (Alex Harrington) Date: Thu, 10 Feb 2005 12:37:43 -0000 Subject: [rt-users] RT::Mason Error Message-ID: > I have a suspission it may be to do with "firefox browsers", but tacking this to the root cause is proving to be very difficult .. Hi I personally use nothing but Firefox these days and don't see the same error under RT 3.2.2 with Slackware 9.0 as the OS. Cheers -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From mmoyano at openware.biz Thu Feb 10 08:16:11 2005 From: mmoyano at openware.biz (Marcos Moyano) Date: Thu, 10 Feb 2005 10:16:11 -0300 Subject: [rt-users] Translation problem Message-ID: <420B5E9B.9080108@openware.biz> Hello everybody! I'm currently using RT version 3.4.0, and I need to translate the hole site to spanish. I've translated all entries in the es.po file and I've made myself sure that every reference is ok. However some things wouldn't change from english to spanish. I would really appreciate any kind on help you guys could give to me. -- Marcos Moyano Servicios Profesionales http://www.openware.biz eMail: mmoyano at openware.biz From vajko at astron.hu Thu Feb 10 09:03:26 2005 From: vajko at astron.hu (=?ISO-8859-2?Q?Vajk=F3_P=E9ter?=) Date: Thu, 10 Feb 2005 15:03:26 +0100 Subject: [rt-users] Translation problem In-Reply-To: <420B5E9B.9080108@openware.biz> References: <420B5E9B.9080108@openware.biz> Message-ID: <420B69AE.90809@astron.hu> > I've made myself sure that every reference is ok. However some things > wouldn't change from english to spanish. I would really > appreciate any kind on help you guys could give to me. Please take a look at the postings a few days ago with the subject "Localization Problems RT 3.2.2 and 3.4.0". -- ---------------------------------------------------------------------- VAJK? P?ter Astron Informatikai Kft From jlee110 at yahoo.com Thu Feb 10 09:16:35 2005 From: jlee110 at yahoo.com (James Lee) Date: Thu, 10 Feb 2005 06:16:35 -0800 (PST) Subject: [rt-users] CF as part of email Message-ID: <20050210141635.71198.qmail@web51707.mail.yahoo.com> is it possible to include CF as part of the email that gets send out to users? thanks jim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From sturner at MIT.EDU Thu Feb 10 09:44:47 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 10 Feb 2005 09:44:47 -0500 Subject: [rt-users] CF as part of email In-Reply-To: <20050210141635.71198.qmail@web51707.mail.yahoo.com> Message-ID: <5.2.1.1.2.20050210094407.01f0e818@po14.mit.edu> At Thursday 2/10/2005 09:16 AM, James Lee wrote: >is it possible to include CF as part of the email that >gets send out to users? thanks >jim Of course! See http://wiki.bestpractical.com/index.cgi?Contributions - section Template Parts Steve From jesse at bestpractical.com Thu Feb 10 10:54:46 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 10 Feb 2005 10:54:46 -0500 Subject: [rt-users] Translation problem In-Reply-To: <420B5E9B.9080108@openware.biz> References: <420B5E9B.9080108@openware.biz> Message-ID: <20050210155446.GQ15161@bestpractical.com> On Thu, Feb 10, 2005 at 10:16:11AM -0300, Marcos Moyano wrote: > Hello everybody! > I'm currently using RT version 3.4.0, and I need to translate the > hole site to spanish. I've translated all entries in the es.po file and > I've made myself sure that every reference is ok. However some things > wouldn't change from english to spanish. What things are you running into? Can you send us your .po file for inclusion? > I would really appreciate any kind on help you guys could give to me. > > -- > Marcos Moyano > Servicios Profesionales > http://www.openware.biz > eMail: mmoyano at openware.biz > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Thu Feb 10 11:27:24 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 10 Feb 2005 11:27:24 -0500 Subject: [rt-users] RT::Mason Error In-Reply-To: <049501c50f00$ad5395c0$52c593c3@tiger> References: <049501c50f00$ad5395c0$52c593c3@tiger> Message-ID: <20050210162724.GR15161@bestpractical.com> > In rt.log I get the occassional > [Wed Feb 9 23:35:20 2005] [crit]: 103:Software caused connection abort at > /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 914. First thing I'd recommend is moving up to a version of mod_perl 2 released in the last year. 2.0.0 isn't out yet, which leads me to recommend against 1.99xx, although some people have lots of luck. but 1.99_11 was released in November 2003. > My system is: > OS:Gentoo > Perl v5.8.4 under linux > Apache2 > mod_perl v1.9911 > RT-3.2.2 > DBIx::SearchBuilder v1.22 > mysql Ver 12.22 Distrib 4.0.20, for pc-linux-gnu (i386) > > Many thanks; > > Roy > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From trasko at c0rtex.com Thu Feb 10 11:35:52 2005 From: trasko at c0rtex.com (trasko) Date: Thu, 10 Feb 2005 08:35:52 -0800 Subject: [rt-users] RTFM error: WikiFormattedContent Unimplemented in HTML::Mason::Commands In-Reply-To: <78c5b141050209191869e7b0a5@mail.gmail.com> References: <420A5B6C.4080502@c0rtex.com> <78c5b141050209191869e7b0a5@mail.gmail.com> Message-ID: <420B8D68.9090605@c0rtex.com> This was the problem. Thanks for your help. ~trask Stephen Hancock wrote: >I think you are probably missing the perl module Text::WikiFormat >which is needed for this textbox. RTFM works without it but if you >want to use the wiki text box you will need this. > > From r at elhames.co.uk Thu Feb 10 11:51:28 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 10 Feb 2005 16:51:28 -0000 Subject: [rt-users] RT::Mason Error References: <049501c50f00$ad5395c0$52c593c3@tiger> <78c5b14105021007552ee07e0b@mail.gmail.com> Message-ID: <04d801c50f90$c4295ec0$52c593c3@tiger> Yep.. by process of elimination now I think its not a firefox problem, seen it with IE and netscape, now I leaning towards blaming mod_perl , (using mod_perl-1.99-11 with apache 2, yesterday the web server slowed to a halt, with lots of errors: "failed to get bucket brigade: 70014:End of file found, referer: https://myrt.com/Ticket/Create.html?Queue=92" A google search suggested a mod_perl upgrade to mod_perl-1.99-14, but I don't want to do this with out being sort of sure it 'll fix things, I can't replicate this error in my development environment .. Any suggestions ?? Many thanks for your patience Roy ----- Original Message ----- From: "Stephen Hancock" To: "Raed El - Hames" Sent: Thursday, February 10, 2005 3:55 PM Subject: Re: [rt-users] RT::Mason Error > Roy, > > I'm also using firefox on both linux and windows (it is all I use now) > and have not had the same problems. We had the same setup as you > execpt for Fedora Core 2 and then 3. > We are now upgraded to RT 3.4.and mysql 4.1 (no errors here either) > We have been using firefox 1.0 since it's release. I don't think your > problem is related to Firefox. > > Stephen Hancock > > > On Wed, 9 Feb 2005 23:40:02 -0000, Raed El - Hames wrote: > > Hi there; > > > > I had the below error in the apache error log for a while now: > > [Wed Feb 09 23:09:43 2005] [error] handler RT::Mason didn't return a valid > > return value! > > [Wed Feb 09 23:09:46 2005] [error] handler RT::Mason didn't return a valid > > return value! > > [Wed Feb 09 23:10:29 2005] [error] handler RT::Mason didn't return a valid > > return value! > > > > Sometime its the one line per page request, but on certain occassions one > > page visit results on few hundreds in a matter of a second .. > > Anyone else have this problem/or seen this error , I have a suspission it > > may be to do with "firefox browsers", but tacking this to the root cause is > > proving to be very difficult .. > > > > In rt.log I get the occassional > > [Wed Feb 9 23:35:20 2005] [crit]: 103:Software caused connection abort at > > /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 914. > > > > My system is: > > OS:Gentoo > > Perl v5.8.4 under linux > > Apache2 > > mod_perl v1.9911 > > RT-3.2.2 > > DBIx::SearchBuilder v1.22 > > mysql Ver 12.22 Distrib 4.0.20, for pc-linux-gnu (i386) > > > > Many thanks; > > > > Roy > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > From r at elhames.co.uk Thu Feb 10 11:54:27 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 10 Feb 2005 16:54:27 -0000 Subject: [rt-users] RT::Mason Error References: <049501c50f00$ad5395c0$52c593c3@tiger> <20050210162724.GR15161@bestpractical.com> Message-ID: <04e001c50f91$2eb58610$52c593c3@tiger> Thanks Jesse, I was thinking the same (just mailed a posting), Roy ----- Original Message ----- From: "Jesse Vincent" To: "Raed El - Hames" Cc: Sent: Thursday, February 10, 2005 4:27 PM Subject: Re: [rt-users] RT::Mason Error > > > In rt.log I get the occassional > > [Wed Feb 9 23:35:20 2005] [crit]: 103:Software caused connection abort at > > /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 914. > > First thing I'd recommend is moving up to a version of mod_perl 2 released > in the last year. 2.0.0 isn't out yet, which leads me to recommend > against 1.99xx, although some people have lots of luck. but > 1.99_11 was released in November 2003. > > > My system is: > > OS:Gentoo > > Perl v5.8.4 under linux > > Apache2 > > mod_perl v1.9911 > > RT-3.2.2 > > DBIx::SearchBuilder v1.22 > > mysql Ver 12.22 Distrib 4.0.20, for pc-linux-gnu (i386) > > > > Many thanks; > > > > Roy > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- From ted at serreyn.com Thu Feb 10 11:45:55 2005 From: ted at serreyn.com (Ted Serreyn) Date: Thu, 10 Feb 2005 10:45:55 -0600 Subject: [rt-users] has anyone done a conversation recap on close Message-ID: <200502101645.j1AGjtFx005290@edison.serreyn.com> Has anyone ever done an automated ticket summary sent out on ticket close? I had a couple of people that have begun to ask me for this functionality, but have no idea even if RT is capable of it. Ted -- Ted Serreyn Phone:262-432-0260 Fax:262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ From tom.nail at amd.com Thu Feb 10 11:55:19 2005 From: tom.nail at amd.com (Thomas Nail) Date: Thu, 10 Feb 2005 10:55:19 -0600 Subject: [rt-users] Upgrade problems 2.0.15 -> 3.2.2 In-Reply-To: <0C3EE0F6AFED7740AF7782796D342E8705BE4B@wedgwood.surfcontrol.com> References: <0C3EE0F6AFED7740AF7782796D342E8705BE4B@wedgwood.surfcontrol.com> Message-ID: <420B91F7.8070700@amd.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Well, I just upgraded the Storable.pm version on the old box to 2.13 and no dice: same errors as before. Do I have to recompile/install Apache::Session and MLDBM as well? Thanks again, - -=Tom Nail Gary Holmes wrote: | I had problems like this. It turned out to be the version of Storable.pm | on the old box. | | HTH, | Gary | |>Setups: |> |>[OLD] |>RHEL3 WS Update 4 |>MySQL 3.23.58 |>Perl 5.8.0 |>mod_perl 1.29 |>Apache 1.3.27 |>rt-2.0.15 |> |>[NEW] |>RHEL3 WS Update 4 |>MySQL 4.1.9 |>Perl 5.8.6 |>mod_perl 1.29 |>Apache 1.3.33 |>rt-3.2.2 |> |>Errors: |> |><--snip--> |>uCreating user Unnamed user 272 |>.[Wed Feb 9 18:17:27 2005] [error]: Could not create a new user - |>(/opt/apps/rt3/lib/RT/User_Overlay.pm:260) |>Failed to create user for$VAR1 = { |>~ 'CryptedPassword' => undef, |>~ 'Name' => 'Unnamed user 272' |>~ }; |>uCreating user Unnamed user 4 |>.[Wed Feb 9 18:17:27 2005] [error]: Could not create a new user - |>(/opt/apps/rt3/lib/RT/User_Overlay.pm:260) |>Failed to create user for$VAR1 = { |>~ 'CryptedPassword' => undef, |>~ 'Name' => 'Unnamed user 4' |>~ }; |> |><--snip--> |>Importing groups |>rrCouldn't load principal to grant them CommentOnTicket globally |>$VAR1 = { |>~ 'PrincipalType' => 'User', |>~ 'PrincipalId' => '6', |>~ 'Name' => 'CommentOnTicket' |>~ }; |>[Wed Feb 9 18:17:51 2005] [crit]: 1 |>(/opt/apps/rt3/lib/RT/ACE_Overlay.pm:906) |>[Wed Feb 9 18:17:51 2005] [crit]: Can't load a principal for id |>(/opt/apps/rt3/lib/RT/ACE_Overlay.pm:907) |>rCouldn't load principal to grant them CommentOnTicket globally |>$VAR1 = { |>~ 'PrincipalType' => 'User', |>~ 'PrincipalId' => '7', |>~ 'Name' => 'CommentOnTicket' |>~ }; |>[Wed Feb 9 18:17:51 2005] [crit]: 1 |>(/opt/apps/rt3/lib/RT/ACE_Overlay.pm:906) |>[Wed Feb 9 18:17:51 2005] [crit]: Can't load a principal for id |>(/opt/apps/rt3/lib/RT/ACE_Overlay.pm:907) |>rCouldn't load principal to grant them CommentOnTicket globally |>$VAR1 = { |>~ 'PrincipalType' => 'User', |>~ 'PrincipalId' => '8', |>~ 'Name' => 'CommentOnTicket' |>~ }; |> |><--snip--> |>Importing tickets...t-1 |>Couldn't create ticket HASH(0x92680e4) $VAR1 = { |>~ 'Requestor' => [ |>~ 'blah at blah.com' |>~ ], |>~ 'Owner' => undef, |>~ 'LastUpdatedBy' => undef, |>~ '_RecordTransaction' => '0', |>~ 'id' => 1, |>~ 'Queue' => 'general', |>~ 'Creator' => undef |>~ }; |>Couldn't create trans 1 |>$VAR1 = { |>~ 'id' => 1, |>~ 'Creator' => undef, |>~ 'ActivateScrips' => '0' |>~ }; |> |>_______________________________________________ |>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCC5H31zsLRjt/NQ0RAgoWAJ4k1MUSdDbSxSrHuJNyqM91R2rHhgCeKrEY T6gxZOJabnyqd0HTrDXI3oY= =j4hP -----END PGP SIGNATURE----- From shildret at scotth.emsphone.com Thu Feb 10 12:03:40 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Thu, 10 Feb 2005 11:03:40 -0600 Subject: [rt-users] RT::Mason Error In-Reply-To: <20050210162724.GR15161@bestpractical.com> References: <049501c50f00$ad5395c0$52c593c3@tiger> <20050210162724.GR15161@bestpractical.com> Message-ID: <1108055020.20596.74.camel@scotth.emsphone.com> Why not use mod_perl-2.0.0-RC4, more recent release. On Thu, 2005-02-10 at 11:27 -0500, Jesse Vincent wrote: > > In rt.log I get the occassional > > [Wed Feb 9 23:35:20 2005] [crit]: 103:Software caused connection abort at > > /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 914. > > First thing I'd recommend is moving up to a version of mod_perl 2 released > in the last year. 2.0.0 isn't out yet, which leads me to recommend > against 1.99xx, although some people have lots of luck. but > 1.99_11 was released in November 2003. > > > My system is: > > OS:Gentoo > > Perl v5.8.4 under linux > > Apache2 > > mod_perl v1.9911 > > RT-3.2.2 > > DBIx::SearchBuilder v1.22 > > mysql Ver 12.22 Distrib 4.0.20, for pc-linux-gnu (i386) > > > > Many thanks; > > > > Roy > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > -- Scott T. Hildreth From trosmus at nwnexus.net Thu Feb 10 12:22:50 2005 From: trosmus at nwnexus.net (Tim Rosmus) Date: Thu, 10 Feb 2005 09:22:50 -0800 (PST) Subject: [rt-users] Upgrade problems 2.0.15 -> 3.2.2 In-Reply-To: <420B91F7.8070700@amd.com> References: <0C3EE0F6AFED7740AF7782796D342E8705BE4B@wedgwood.surfcontrol.com> <420B91F7.8070700@amd.com> Message-ID: On Thu, 10 Feb 2005, Thomas Nail wrote: |# Well, I just upgraded the Storable.pm version on the old box to 2.13 and |# no dice: same errors as before. Do I have to recompile/install |# Apache::Session and MLDBM as well? |# |# |><--snip--> |# |>uCreating user Unnamed user 272 |# |>.[Wed Feb 9 18:17:27 2005] [error]: Could not create a new user - |# |>(/opt/apps/rt3/lib/RT/User_Overlay.pm:260) |# |>Failed to create user for$VAR1 = { |# |>~ 'CryptedPassword' => undef, |# |>~ 'Name' => 'Unnamed user 272' |# |>~ }; I had the same problem you are. At one time I updated DBIx::SearchBuilder to the latest. When attempting to do the rt2-to-dump, I got totally empty user entries in the dump file.... 'User' => [ { 'id' => '2524' }, { 'id' => '1977' }, { 'id' => '1482' }, etc, etc This resulted in the same errors you are seeing. Backing down DBIx::SearchBuilder in the rt2 installation solved the rt2-to-dump problem. I had to back down to 0.60 from 1.19 -- Tim Rosmus Postmaster / USENET / DNS Northwest Nexus Inc. From Julian_Dunn at cbc.ca Thu Feb 10 13:02:06 2005 From: Julian_Dunn at cbc.ca (Julian C. Dunn) Date: Thu, 10 Feb 2005 13:02:06 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <20050210031844.GH15161@bestpractical.com> References: <4203CC56.5000707@ucrwcu.rwc.uc.edu> <1107898673.31189.121.camel@localhost> <20050210031844.GH15161@bestpractical.com> Message-ID: <1108058526.31189.142.camel@localhost> On Wed, 2005-02-09 at 22:18 -0500, Jesse Vincent wrote: > > Part of the problem is that the libs from RT2 are incompatible with some > > of the newer versions of DBIx::SearchBuilder. In particular, the > > AccessibleCache stuff has been seriously reworked/removed so the export > > script's attempts to access the data this way don't return anything. > > While this was true in the SearchBuilder 1.0.x series, I've been happily > running RT2 instances against DBIx::SearchBuilder 1.1x and 1.2x What I meant is that the export RT2 script (rt2-to-dumpfile) doesn't work well against newer SearchBuilders because it appears to poke around in internal data structures like AccessibleCache that have gone away. - Julian -- -- Julian C. Dunn, B.A.Sc, P.Eng. -- Platform Administrator, CBC.ca Production & Operations -- Office: 2C310-Q * Tel.: (416) 205-3311 x5592 From ccovington at plusone.com Thu Feb 10 12:44:41 2005 From: ccovington at plusone.com (Covington, Chris) Date: Thu, 10 Feb 2005 12:44:41 -0500 Subject: [rt-users] problem with rt-mailgate Message-ID: <05B568B2F9C45D478B78E70B029C5B8F78B3@valhalla.plusone.com> Hi all, I have an up and running RT 3.2.1 system using Apache 1.3.33 and mod_perl 1.27 on gentoo. The web interface works perfectly well and I was just trying to setup the rt and rt-comment email addresses with these aliases: rt-comment: "|/usr/bin/rt-mailgate --queue general --action comment --url http://frank2k3.plusone.com/rt/" rt: "|/usr/bin/rt-mailgate --queue general --action correspond --url http://frank2k3.plusone.com/rt/" But if I email either one with a small plain-text test message, I get the following error message in my maillog: Feb 10 12:27:59 frank2k3 postfix/local[24047]: C597615D8: to=, relay=local, delay=47010, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said:

      System error

      error:  Undefined subroutine &MIME::Decoder::QuotedPrint::encode_qp_threearg called at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder/QuotedPrint.pm line 95.
      context: 
      ... 
      91:  # and storage of messages. WARNING: we can only do this if the line won't
      92:  ---------------------------------------------------- From jesse at bestpractical.com Thu Feb 10 13:51:30 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 10 Feb 2005 13:51:30 -0500 Subject: [rt-users] hierarchical ticket display? In-Reply-To: <20050210184242.GX19537@blank.org> References: <20050210184242.GX19537@blank.org> Message-ID: <20050210185130.GY15161@bestpractical.com> > When working with a set of inter-related tickets (parent/child; > dependencies, etc), it would be very helpful to view them in some sort > of form that visually represents their hierarchy -- a tree, or at > least an indented list. > > This doesn't currently seem to be an option in 3.2 or 3.4 that I can > see -- I don't suppose it's in the Elixus frontend? No, but it's in an RT-Treeview extension we've built for a customer that I've been meaning to publish. From MarkRoedel at letu.edu Thu Feb 10 13:51:01 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 10 Feb 2005 12:51:01 -0600 Subject: [rt-users] has anyone done a conversation recap on close Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C438@RACHAEL-NEW.letnet.net> We use the AddTicketHistoryToMail template from the WIKI on a TicketResolve scrip. http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail -- 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 Ted Serreyn Sent: Thursday, February 10, 2005 10:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] has anyone done a conversation recap on close Has anyone ever done an automated ticket summary sent out on ticket close? I had a couple of people that have begun to ask me for this functionality, but have no idea even if RT is capable of it. From jesse at bestpractical.com Thu Feb 10 14:02:27 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 10 Feb 2005 14:02:27 -0500 Subject: [rt-users] hierarchical ticket display? In-Reply-To: <20050210185130.GY15161@bestpractical.com> References: <20050210184242.GX19537@blank.org> <20050210185130.GY15161@bestpractical.com> Message-ID: <20050210190227.GZ15161@bestpractical.com> On Thu, Feb 10, 2005 at 01:51:30PM -0500, Jesse Vincent wrote: > > > When working with a set of inter-related tickets (parent/child; > > dependencies, etc), it would be very helpful to view them in some sort > > of form that visually represents their hierarchy -- a tree, or at > > least an indented list. > > > > This doesn't currently seem to be an option in 3.2 or 3.4 that I can > > see -- I don't suppose it's in the Elixus frontend? > > No, but it's in an RT-Treeview extension we've built for a customer that > I've been meaning to publish. I've just uploaded an experimental 1.1 version of RT-View-Tree to CPAN. From scoheb at gmail.com Thu Feb 10 14:04:36 2005 From: scoheb at gmail.com (Scott Hebert) Date: Thu, 10 Feb 2005 14:04:36 -0500 Subject: [rt-users] hierarchical ticket display? In-Reply-To: <20050210185130.GY15161@bestpractical.com> References: <20050210184242.GX19537@blank.org> <20050210185130.GY15161@bestpractical.com> Message-ID: I think your extension would be very useful to the community. I've been asked about this type of thing many times. Thanks SH On Thu, 10 Feb 2005 13:51:30 -0500, Jesse Vincent wrote: > > > When working with a set of inter-related tickets (parent/child; > > dependencies, etc), it would be very helpful to view them in some sort > > of form that visually represents their hierarchy -- a tree, or at > > least an indented list. > > > > This doesn't currently seem to be an option in 3.2 or 3.4 that I can > > see -- I don't suppose it's in the Elixus frontend? > > No, but it's in an RT-Treeview extension we've built for a customer that > I've been meaning to publish. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From tom.nail at amd.com Thu Feb 10 14:09:35 2005 From: tom.nail at amd.com (Thomas Nail) Date: Thu, 10 Feb 2005 13:09:35 -0600 Subject: [rt-users] Upgrade problems 2.0.15 -> 3.2.2 In-Reply-To: References: Message-ID: <420BB16F.5030709@amd.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Tim, thanks for the help!! Downgrading DBIx-SearchBuilder to 0.61 fixed everything on the export and it's all running smoothly on the 3.2.2 instance. I think this is also related to the thread "rt2_to_rt3 only exports userid numbers no user details?" so maybe a fix (or even a warning note?) to the import/export scripts is in the works. thanks again, - -=Tom Nail Tim Rosmus wrote: | On Thu, 10 Feb 2005, Thomas Nail wrote: | | |# Well, I just upgraded the Storable.pm version on the old box to 2.13 and | |# no dice: same errors as before. Do I have to recompile/install | |# Apache::Session and MLDBM as well? | |# | |# |><--snip--> | |# |>uCreating user Unnamed user 272 | |# |>.[Wed Feb 9 18:17:27 2005] [error]: Could not create a new user - | |# |>(/opt/apps/rt3/lib/RT/User_Overlay.pm:260) | |# |>Failed to create user for$VAR1 = { | |# |>~ 'CryptedPassword' => undef, | |# |>~ 'Name' => 'Unnamed user 272' | |# |>~ }; | | I had the same problem you are. At one time I updated | DBIx::SearchBuilder to the latest. When attempting to do the | rt2-to-dump, I got totally empty user entries in the dump file.... | | 'User' => [ | { | 'id' => '2524' | }, | { | 'id' => '1977' | }, | { | 'id' => '1482' | }, | etc, etc | | This resulted in the same errors you are seeing. | | Backing down DBIx::SearchBuilder in the rt2 installation solved | the rt2-to-dump problem. I had to back down to 0.60 from 1.19 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCC7Fv1zsLRjt/NQ0RAgutAJ42dTaPsLM6VNjEl+lfXJdtqjVl6wCggJ2V HUr1tm1wZTIGwf2AbIGNwjU= =2Xwq -----END PGP SIGNATURE----- From sh.hancock at gmail.com Thu Feb 10 13:43:39 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Thu, 10 Feb 2005 13:43:39 -0500 Subject: [rt-users] RT::Mason Error In-Reply-To: <20050210162724.GR15161@bestpractical.com> References: <049501c50f00$ad5395c0$52c593c3@tiger> <20050210162724.GR15161@bestpractical.com> Message-ID: <78c5b141050210104339fcb453@mail.gmail.com> Does this mean that modperl 2 is now preferable to 1.99? Everything I have read says not to use version 2 because it is 'not ready for prime-time'. Is the warning against ver 2 directed for RT ver 3.2.2 and not 3.4? I would appreciate an update on what versions are/are not recommended since there is a wealth of conflicting statements both on the wiki, the install docs and the forum messages. Thanks... On Thu, 10 Feb 2005 11:27:24 -0500, Jesse Vincent wrote: > > > In rt.log I get the occassional > > [Wed Feb 9 23:35:20 2005] [crit]: 103:Software caused connection abort at > > /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 914. > > First thing I'd recommend is moving up to a version of mod_perl 2 released > in the last year. 2.0.0 isn't out yet, which leads me to recommend > against 1.99xx, although some people have lots of luck. but > 1.99_11 was released in November 2003. > > > My system is: > > OS:Gentoo > > Perl v5.8.4 under linux > > Apache2 > > mod_perl v1.9911 > > RT-3.2.2 > > DBIx::SearchBuilder v1.22 > > mysql Ver 12.22 Distrib 4.0.20, for pc-linux-gnu (i386) > > > > Many thanks; > > > > Roy > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From rbowen at asbury.edu Thu Feb 10 15:21:33 2005 From: rbowen at asbury.edu (Rich Bowen) Date: Thu, 10 Feb 2005 15:21:33 -0500 Subject: [rt-users] referred to by and refers to link to http://rt Message-ID: <1108066893.1550.55.camel@localhost.localdomain> When creating a link between tickets via the "refers to" function, the link explicitly points to http://rt/Ticket/Display.html?id=9 That is to say, the "http://rt" is inserted in there rather than my correct hostname. All other links seem to be fine, at least so far. Yes, this is a very new installation, as you can tell from the ticket ID number, and it's likely that I've misconfigured something somewhere. I'm still poking around to see if that is the case. -- Rich Bowen, '92 Web Dababase Programmer rbowen at asbury.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From shildret at scotth.emsphone.com Thu Feb 10 15:07:53 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Thu, 10 Feb 2005 14:07:53 -0600 Subject: [rt-users] RT::Mason Error In-Reply-To: <78c5b141050210104339fcb453@mail.gmail.com> References: <049501c50f00$ad5395c0$52c593c3@tiger> <20050210162724.GR15161@bestpractical.com> <78c5b141050210104339fcb453@mail.gmail.com> Message-ID: <1108066073.20596.90.camel@scotth.emsphone.com> 1.99 was basically version 2, use 2.0rc4 (latest version, when I last checked). Mod_perl 1.29 is the version for the old Apache or Apache 1.* On Thu, 2005-02-10 at 13:43 -0500, Stephen Hancock wrote: > Does this mean that modperl 2 is now preferable to 1.99? Everything I > have read says not to use version 2 because it is 'not ready for > prime-time'. Is the warning against ver 2 directed for RT ver 3.2.2 > and not 3.4? I would appreciate an update on what versions are/are > not recommended since there is a wealth of conflicting statements both > on the wiki, the install docs and the forum messages. > > > Thanks... > > > On Thu, 10 Feb 2005 11:27:24 -0500, Jesse Vincent > wrote: > > > > > In rt.log I get the occassional > > > [Wed Feb 9 23:35:20 2005] [crit]: 103:Software caused connection abort at > > > /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 914. > > > > First thing I'd recommend is moving up to a version of mod_perl 2 released > > in the last year. 2.0.0 isn't out yet, which leads me to recommend > > against 1.99xx, although some people have lots of luck. but > > 1.99_11 was released in November 2003. > > > > > My system is: > > > OS:Gentoo > > > Perl v5.8.4 under linux > > > Apache2 > > > mod_perl v1.9911 > > > RT-3.2.2 > > > DBIx::SearchBuilder v1.22 > > > mysql Ver 12.22 Distrib 4.0.20, for pc-linux-gnu (i386) > > > > > > Many thanks; > > > > > > Roy > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > -- > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Scott T. Hildreth From aturetta+rt at bestunion.it Thu Feb 10 15:56:25 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Thu, 10 Feb 2005 21:56:25 +0100 Subject: [rt-users] RT 3.4 localization (probably FAQ) Message-ID: <420BCA79.3040001@bestunion.it> Sorry to ask what must obviously be a FAQ, but I searched somewhat and found little info (and nothing on the official FAQ :-( ) *How can one install RT (3.4 in my case) in some foreign language?* The most promising piece of info I found is a message from Jesse, but I don't know if it's still valid: http://gossamer-threads.com/lists/rt/devel/32687 And even if the location for the translated texts is still valid, how could I install a given language in my server. (BTW, once I grab the basics I'm going to complete the italian translation, as a way to contribute back something to this impressive project) Thanks, Angelo From jesse at bestpractical.com Thu Feb 10 16:06:37 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 10 Feb 2005 16:06:37 -0500 Subject: [rt-users] RT 3.4 localization (probably FAQ) In-Reply-To: <420BCA79.3040001@bestunion.it> References: <420BCA79.3040001@bestunion.it> Message-ID: <20050210210637.GF15161@bestpractical.com> > > *How can one install RT (3.4 in my case) in some foreign language?* You don't actually have to install RT in a specific language. RT's web interface picks up you're browser's preferences by default. It should "just work" Jesse > The most promising piece of info I found is a message from Jesse, but I > don't know if it's still valid: > > http://gossamer-threads.com/lists/rt/devel/32687 > > And even if the location for the translated texts is still valid, how > could I install a given language in my server. > (BTW, once I grab the basics I'm going to complete the italian > translation, as a way to contribute back something to this impressive > project) > > Thanks, > Angelo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From ccovington at plusone.com Thu Feb 10 16:57:59 2005 From: ccovington at plusone.com (Covington, Chris) Date: Thu, 10 Feb 2005 16:57:59 -0500 Subject: [rt-users] delete ticket Message-ID: <05B568B2F9C45D478B78E70B029C5B8F78BC@valhalla.plusone.com> Hi all, This is probably a FAQ. How can I delete a ticket with 3.2.1, mysql 4.0.22? thanks Chris From m-liebman at northwestern.edu Thu Feb 10 17:24:35 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 10 Feb 2005 17:24:35 -0500 Subject: [rt-users] delete ticket In-Reply-To: <05B568B2F9C45D478B78E70B029C5B8F78BC@valhalla.plusone.com> References: <05B568B2F9C45D478B78E70B029C5B8F78BC@valhalla.plusone.com> Message-ID: <20050210222435.GA29914@SDF.LONESTAR.ORG> On Thu, Feb 10, 2005 at 04:57:59PM -0500, Covington, Chris wrote: > This is probably a FAQ. How can I delete a ticket with 3.2.1, mysql > 4.0.22? You're right, it is a FAQ. http://wiki.bestpractical.com/index.cgi?FAQ 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 jkikpole at cairodurham.org Thu Feb 10 18:15:19 2005 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 10 Feb 2005 18:15:19 -0500 Subject: [rt-users] my.cnf Message-ID: <03781bd6db8bc6f3102d339c0162ac0b@cairodurham.org> Anyone care to share their /etc/my.cnf files? I'm trying to figure out a few settings on mine, like the size limit for a record. Thanks in advance, Jaime From patrickm at snapfish.com Thu Feb 10 18:28:00 2005 From: patrickm at snapfish.com (Patrick Morris) Date: Thu, 10 Feb 2005 15:28:00 -0800 Subject: [rt-users] my.cnf In-Reply-To: <03781bd6db8bc6f3102d339c0162ac0b@cairodurham.org> References: <03781bd6db8bc6f3102d339c0162ac0b@cairodurham.org> Message-ID: <20050210232800.GI18906@snapfish.com> Here's mine: [client] port = 3306 socket = /var/run/mysqld/mysqld.sock [mysqld_safe] err-log = /var/log/mysql/mysql.err socket = /var/run/mysqld/mysqld.sock [mysqld] user = mysql pid-file = /var/run/mysqld/mysqld.pid socket = /var/run/mysqld/mysqld.sock port = 3306 log = /var/log/mysql/mysql.log basedir = /usr datadir = /var/lib/mysql tmpdir = /tmp language = /usr/share/mysql/english skip-locking skip-networking key_buffer = 16M # Set max_allowed_packet to allow max. attachment size of 10MB max_allowed_packet = 10M thread_stack = 128K query_cache_limit = 1048576 query_cache_size = 26214400 query_cache_type = 1 default-table-type=innodb [mysqldump] quick max_allowed_packet = 1M [mysql] #no-auto-rehash # faster start of mysql but no tab completition [isamchk] key_buffer = 16M On Thu, 10 Feb 2005, Jaime Kikpole wrote: > Anyone care to share their /etc/my.cnf files? I'm trying to figure > out a few settings on mine, like the size limit for a record. > > Thanks in advance, > Jaime > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From erin.smith at verizon.com Thu Feb 10 17:08:14 2005 From: erin.smith at verizon.com (erin.smith at verizon.com) Date: Thu, 10 Feb 2005 16:08:14 -0600 Subject: [rt-users] RTIR error Message-ID: Hello - Does anyone know what is going on with the following error I receive in RTIR when select incidents, investigations, blocks. error: too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/lib/perl5/5.8.4/Carp.pm:191 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):283 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al):266 /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1257 /usr/local/rt3/share/html/RTIR/Elements/SearchFields:63 /usr/local/rt3/share/html/RTIR/Listing.html:36 /usr/local/rt3/share/html/RTIR/autohandler:2 /usr/local/rt3/share/html/autohandler:215 raw error too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257 Trace begun at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257^J') called at /usr/lib/perl5/5.8.4/Carp.pm line 191 Carp::croak('too many arguments') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al) line 71 Storable::logcroak('too many arguments') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 283 Storable::_freeze('CODE(0x852c8e4)', 'REF(0x998e2ac)', 'SCALAR(0x998e564)', 'SCALAR(0x999dc44)', 'SCALAR(0x999db54)') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al) line 266 Storable::freeze('REF(0x998e2ac)', 'SCALAR(0x998e564)', 'SCALAR(0x999dc44)', 'SCALAR(0x999db54)') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257 RT::Tickets::FreezeLimits('RT::Tickets=HASH(0x999dd58)') called at /usr/local/rt3/share/html/RTIR/Elements/SearchFields line 63 HTML::Mason::Commands::__ANON__('Path', '/RTIR/Listing.html', 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99e5468)', 'Path', '/RTIR/Listing.html', 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Path', '/RTIR/Listing.html', 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/local/rt3/share/html/RTIR/Listing.html line 36 HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98bad04)', 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)') called at /usr/local/rt3/share/html/RTIR/autohandler line 2 HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x985c5f4)', 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/local/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98666d8)', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9345d30)', 'Apache::RequestRec=SCALAR(0x996c3c8)') called at /usr/local/rt3/bin/webmux.pl line 136 eval {...} at /usr/local/rt3/bin/webmux.pl line 136 RT::Mason::handler('Apache::RequestRec=SCALAR(0x996c3c8)') called at -e line 0 eval {...} at -e line 0 ---------------------------------------------------- Andy Smith Verizon Internet Services Operations Security and Legal Compliance Erin.Smith at vol.verizon.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From doogles at doogles.com Thu Feb 10 22:55:21 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 10 Feb 2005 21:55:21 -0600 (CST) Subject: [rt-users] "Sanitized" Display.html Message-ID: RT Users-- Any suggestions on best approach to achieve the following? There are times when we need to send ticket information to someone outside of our company who was perhaps not originally a Ticket Watcher. However, for me to copy/paste the Ticket info would include Comments; not something we want to do. I attempted to hack up a DisplaySanitized.html this evening which would, regardless of ShowTicketComments right, withold displaying Comments. It appeared I wanted to implement this functionality in LoadTextAttachments, as currently at lines 70-72 (RT 3.2.3rc2) I have: unless ( $Ticket->CurrentUserHasRight('ShowTicketComments') ) { $attachments->Limit( ALIAS => $transactions, FIELD => 'Type', OPERATOR => '!=', VALUE => "Comment" ); } I tried a number of different approached, but even with the line above I still have comments returned if the user has the right to see them. Has anyone done something like this or have any pointers? -jd From rmo at sunnmore.net Thu Feb 10 23:38:04 2005 From: rmo at sunnmore.net (Roy-Magne Mo) Date: Fri, 11 Feb 2005 05:38:04 +0100 Subject: [rt-users] 3.4.0 impressions and a slight problem Message-ID: <20050211043804.GH23940@slogen.sunnmore.net> Hi, I've just upgraded my 3.2.2 installation of RT and at the same time upgraded my MySQL from 4.0.20 to 4.1.9 om Fedora Core 2. RT does really seem snappier now compared to 3.2.2, but the Query Builder and bulk updates has slowed down to a crawl. The reason does seem to be the change from using a inputfield for specifying the Owner/Requestor/Creator of the ticket to using a dropdown box. We are using RT for tracking abuse-mail, and there has a lot of different mail adresses stored in database - at the moment 6868. So for outputing the page, RT uses 19 seconds, and a fast machine probably as much just rendering it. Is there any way to revert to the old behaviour for choosing these search criterias? Or is there any other way that would be more useable? -- Roy-Magne Mo From jesse at bestpractical.com Thu Feb 10 23:57:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 10 Feb 2005 23:57:25 -0500 Subject: [rt-users] 3.4.0 impressions and a slight problem In-Reply-To: <20050211043804.GH23940@slogen.sunnmore.net> References: <20050211043804.GH23940@slogen.sunnmore.net> Message-ID: <20050211045725.GO15161@bestpractical.com> On Fri, Feb 11, 2005 at 05:38:04AM +0100, Roy-Magne Mo wrote: > Hi, > > I've just upgraded my 3.2.2 installation of RT and at the same time > upgraded my MySQL from 4.0.20 to 4.1.9 om Fedora Core 2. > > RT does really seem snappier now compared to 3.2.2, but the Query > Builder and bulk updates has slowed down to a crawl. > > The reason does seem to be the change from using a inputfield for > specifying the Owner/Requestor/Creator of the ticket to using a dropdown > box. > > We are using RT for tracking abuse-mail, and there has a lot of > different mail adresses stored in database - at the moment 6868. > You have 6868 _staff_ users who show up in the potential owner list? From rmo at sunnmore.net Fri Feb 11 00:05:21 2005 From: rmo at sunnmore.net (Roy-Magne Mo) Date: Fri, 11 Feb 2005 06:05:21 +0100 Subject: [rt-users] 3.4.0 impressions and a slight problem In-Reply-To: <20050211045725.GO15161@bestpractical.com> References: <20050211043804.GH23940@slogen.sunnmore.net> <20050211045725.GO15161@bestpractical.com> Message-ID: <20050211050521.GI23940@slogen.sunnmore.net> On Thu, Feb 10, 2005 at 11:57:25PM -0500, Jesse Vincent wrote: > On Fri, Feb 11, 2005 at 05:38:04AM +0100, Roy-Magne Mo wrote: > > Hi, > > > > I've just upgraded my 3.2.2 installation of RT and at the same time > > upgraded my MySQL from 4.0.20 to 4.1.9 om Fedora Core 2. > > > > RT does really seem snappier now compared to 3.2.2, but the Query > > Builder and bulk updates has slowed down to a crawl. > > > > The reason does seem to be the change from using a inputfield for > > specifying the Owner/Requestor/Creator of the ticket to using a dropdown > > box. > > > > We are using RT for tracking abuse-mail, and there has a lot of > > different mail adresses stored in database - at the moment 6868. > > > > You have 6868 _staff_ users who show up in the potential owner list? No - these are Unprivileged users coming from abuse-tickets, I've got about 40 staff users. Everyone and Unprivileged users are not granted any global rights. Unprivileged are granted ReplyToTicket, CreateTicket and CommentOnTicket on the abuse queue. -- Roy-Magne Mo From A5604C at freescale.com Thu Feb 10 23:13:11 2005 From: A5604C at freescale.com (Blakeley Stuart-A5604C) Date: Fri, 11 Feb 2005 14:43:11 +1030 Subject: [rt-users] email CC function and subject line modification Message-ID: Question is why if I change these $rtname and $CorrespondAddress Why do they still appear as what was originally assigned ? - Do you have to restart the Web ?, RT? or wot to get it to reload these values. and Likewise also in initildata: why don't changes get reflected in the emails: ie adding "BLAH BLAH BLAH" See very bottom for returned email : These Codes comes from ================================================================ ~rt-3.2.1/etc/RT_SiteConfig.pm ================================================================ # $rtname the string that RT will look for in mail messages to # figure out what ticket a new piece of mail belongs to # Your domain name is recommended, so as not to pollute the namespace. # once you start using a given tag, you should probably never change it. # (otherwise, mail for existing tickets won't get put in the right place #Set($rtname , "adl.ap.freescale.net"); Set($rtname , "RT"); # RT is designed such that any mail which already has a ticket-id associated # with it will get to the right place automatically. # $CorrespondAddress and $CommentAddress are the default addresses # that will be listed in From: and Reply-To: headers of correspondence # and comment mail tracked by RT, unless overridden by a queue-specific # address. #Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); Set($CorrespondAddress , 'rtadmin'); ================================================================ ================================================================ ~rt-3.2.1/etc/initialdata ================================================================ Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. BLAH BLAH BLAH Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ================================================================ RETURNED EMAIL: ================================================================ From: "The default queue via RT" > Subject: [adl.ap.freescale.net #87] AutoReply: dsd Reply-To: RT_CorrespondAddressNotSet at adl.ap.freescale.net => should be Reply-To: rtadmin at adl.ap.freescale.net In-Reply-To: > Message-ID: > Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "dsd", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [adl.ap.freescale.net #87]. Please include the string: [adl.ap.freescale.net #87] => should be [RT #87] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, -------------- next part -------------- An HTML attachment was scrubbed... URL: From yoavd at qballtech.net Fri Feb 11 02:46:46 2005 From: yoavd at qballtech.net (yoavd at qballtech.net) Date: Fri, 11 Feb 2005 09:46:46 +0200 (IST) Subject: [rt-users] mandatory custom fields In-Reply-To: <20050209181200.GN20353@chaka.net> References: <20050209182158.11526.qmail@web51708.mail.yahoo.com> <20050209184702.GU15161@bestpractical.com> <20050209181200.GN20353@chaka.net> Message-ID: <4221.212.143.107.30.1108108006.squirrel@212.143.107.30> An HTML attachment was scrubbed... URL: From torsten.brumm at kuehne-nagel.com Fri Feb 11 02:51:17 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC) Date: Fri, 11 Feb 2005 08:51:17 +0100 Subject: [rt-users] Problem with ticket move Message-ID: Hi at All, i have a small question regarding move of a ticket. let me explain the problem shortly. I have two Queues. One for normal userproblems. in this queue a "normal" user send his error messages and problems. there are some watchers at this queue (called Superusers). If the Superusers figured out that the problem send from a user is a bug, than the superusers moves the ticket to another queue (where the programming devision is a watcher). The movement of the Tickets works fine, but not the Script that sends out a information mail about new tickets... PS: if the Superusers moves the ticket, they set the status again to NEW. Any Idea??? Help....? PPS: I'm running at this moment RT.2.0.15.... Torsten Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer ____________________________________________________ Kuehne+Nagel AG & Co KG HAM MI-IC / Corporate IT Ferdinand Strasse 29-33 D-20095 Hamburg Germany Tel: +49 40 329 15 199 Gsm: +49 17 362 66 693 -------------- next part -------------- A non-text attachment was scrubbed... Name: Torsten Brumm.vcf Type: text/x-vcard Size: 840 bytes Desc: not available URL: From torsten.brumm at kuehne-nagel.com Fri Feb 11 09:22:03 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC) Date: Fri, 11 Feb 2005 15:22:03 +0100 Subject: AW: [rt-users] RT 3.4 localization (probably FAQ) In-Reply-To: <20050210210637.GF15161@bestpractical.com> Message-ID: Hi at All, localization and also translations are not really perfect at the actual 3.4 Version. I have found a lot of language mixtures within the webinterface.... Most of the Menus, and Text Fields are not translated correct or not translated. Torsten -----Ursprungliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Im Auftrag von Jesse Vincent Gesendet: Donnerstag, 10. Februar 2005 22:07 An: Angelo Turetta Cc: rt-users Betreff: Re: [rt-users] RT 3.4 localization (probably FAQ) > > *How can one install RT (3.4 in my case) in some foreign language?* You don't actually have to install RT in a specific language. RT's web interface picks up you're browser's preferences by default. It should "just work" Jesse > The most promising piece of info I found is a message from Jesse, but I > don't know if it's still valid: > > http://gossamer-threads.com/lists/rt/devel/32687 > > And even if the location for the translated texts is still valid, how > could I install a given language in my server. > (BTW, once I grab the basics I'm going to complete the italian > translation, as a way to contribute back something to this impressive > project) > > Thanks, > Angelo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From stevep at sga.org Fri Feb 11 10:13:07 2005 From: stevep at sga.org (Steve Palm) Date: Fri, 11 Feb 2005 09:13:07 -0600 Subject: [rt-users] RT External authentication In-Reply-To: <6.1.2.0.2.20050125144548.043ff580@csipop.uned.es> References: <6.1.2.0.2.20050125144548.043ff580@csipop.uned.es> Message-ID: <0d6a5d73d8c814a9ad156bb132b310a9@sga.org> On Jan 25, 2005, at 7:55 AM, Francisco Javier Mart?nez Martinez wrote: > I had an external radius system where is stored both email addresses > an passwords, and I wanna know if it is possible that the RT could use > this radius server as authentication server. Any ideas or > documentation would be very appreciatted. Search the list archives for work done to make RT talk to LDAP servers. I can't recall who did it, but there is a set of modules you can drop in to override the RT ones that will handle the auto-creation of a user on their first ticket submission using information retrieved from an LDAP server instead of the standard non-privileged account. Also, it will verify their login password against the LDAP server instead of storing it in the RT database. Sorry I don't recall who/where, but google should find it for you. ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From steve at n2sw.com Fri Feb 11 12:19:42 2005 From: steve at n2sw.com (steve) Date: Fri, 11 Feb 2005 12:19:42 -0500 Subject: [rt-users] RT External authentication In-Reply-To: <0d6a5d73d8c814a9ad156bb132b310a9@sga.org> References: <6.1.2.0.2.20050125144548.043ff580@csipop.uned.es> <0d6a5d73d8c814a9ad156bb132b310a9@sga.org> Message-ID: <420CE92E.1020201@n2sw.com> Steve Palm wrote: > > On Jan 25, 2005, at 7:55 AM, Francisco Javier Mart?nez Martinez wrote: > >> I had an external radius system where is stored both email addresses >> an passwords, and I wanna know if it is possible that the RT could use >> this radius server as authentication server. Any ideas or >> documentation would be very appreciatted. > > i sent out detailed docs on this about 2 weeks ago. once you read the instructions and have further questions feel free to ask From dkettmann at netlogic.net Fri Feb 11 13:55:12 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Fri, 11 Feb 2005 12:55:12 -0600 Subject: [rt-users] New tickets thru email Message-ID: Hi all, I am trying to get RT setup for my office here, and I am probably just a bit confused. From reading on the RT website, it says it will automatically create tickets when an email is recieved. Is this the default behavior? I have been looking thru the options for a few hours now and tweaking different things and cant find this option or get it to do this at all. It is probably something I am over-looking and will probably be staring me in the face when I find the answer. Any help is appreciated. Thanks, Dave Kettmann NetLogic 636-561-0680 From Michael.Pelletier at pgicorp.net Fri Feb 11 15:03:55 2005 From: Michael.Pelletier at pgicorp.net (Michael Pelletier) Date: Fri, 11 Feb 2005 12:03:55 -0800 Subject: [rt-users] Can't locate Exceptions::Class 1.14 Message-ID: Hello, I can not for the life of me locate the Execptions::Class 1.14. Does anyone know where I can get it? Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpriddy at thegoldensource.com Fri Feb 11 15:52:26 2005 From: jpriddy at thegoldensource.com (John Priddy) Date: Fri, 11 Feb 2005 15:52:26 -0500 Subject: [rt-users] Re: $rtname, EmailParser.pm + bulk user updates In-Reply-To: <1108152972.8882.35.camel@jpriddy.ftisoftus.com> References: <1108152972.8882.35.camel@jpriddy.ftisoftus.com> Message-ID: <1108155146.8882.38.camel@jpriddy.ftisoftus.com> I have made changes to my EmailParser.pm file after reading archives here: http://marc.free.net.ph/message/20041005.210006.c35e8226.en.html and http://lists.fsck.com/pipermail/rt-users/2003-August/016332.html They 2 changes differ slightly, but it looks like they should accomplish the same thing. However, I cant seem to get emails with subject [rt.ftisoft.com #XXX] to go into the correct tickets -- new tickets are just created instead. Everything else seems to work fine. These are the lines a believe to be relevant (old $rtname was rt.ftisoft.com): -------------------- sub ParseTicketId { my $self = shift; my $Subject = shift; if ( $Subject =~ s/\[\Q$RT::rtname\E\s+\#(\d+)\s*\]//i ) { my $id = $1; $RT::Logger->debug("Found a ticket ID. It's $id"); return ($id); } #redirect incoming tickets from old rtname elsif ($Subject =~ s/\[rt.ftisoft.com \#(\d+)\]//i) { my $id = $1; $RT::Logger->debug("Found an old (rt.ftisoft.com) ticket ID. It's $id"); return ($id); } else { return (undef); } -------------------- Am I missing some detail here? I don't think it matters, but this was an RT3.2 database until last night. After the move to the new machine i changed $rtname. If it matters, machine is: RHEL3.0, mysql 4.1.9, perl 5.86. Another question that i suspect i should send towards mysql... We just changed the company name -- hence all the email addresses changed as well. Is there a way to update every user's email address/username in bulk to reflect the new address? Users are not allowed to log in or create tickets through web -- we only use email, so all users are username at domain.com. Great product and thanks for the help! From jesse at bestpractical.com Fri Feb 11 16:35:56 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 11 Feb 2005 16:35:56 -0500 Subject: [rt-users] RT 3.4 localization (probably FAQ) In-Reply-To: References: <20050210210637.GF15161@bestpractical.com> Message-ID: <20050211213556.GC15161@bestpractical.com> On Fri, Feb 11, 2005 at 03:22:03PM +0100, Torsten Brumm / HAM MI-IC wrote: > Hi at All, > > localization and also translations are not really perfect at the actual 3.4 > Version. I have found a lot of language mixtures within the webinterface.... > > Most of the Menus, and Text Fields are not translated correct or not > translated. I can believe that various translations are currently lacking. If you're interested in sending in changes to lib/RT/I18N/de.po (or another translation) we'd love to see them Jesse > Torsten > From russj at dimstar.net Fri Feb 11 18:42:57 2005 From: russj at dimstar.net (Russ Johnson) Date: Fri, 11 Feb 2005 15:42:57 -0800 Subject: [rt-users] New RT 3.4 install on Mandrake 10.1 Message-ID: <420D4301.1090902@dimstar.net> I have make testdeps saying everything is there. I'm running Apache2 as installed from the Mandrake distribution, except for the virtual host section is added to /etc/http/conf2/vhost.conf. When I try to start apache after adding that section to the vhosts file, I get the following error in the apache error log, and apache exits. [Fri Feb 11 15:32:06 2005] [error] Can't locate object method "menu_item" via package "Apache::Status" at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 686.\nCompilation failed in require at /usr/local/rt3/lib/RT/Interface/Web/Handler.pm line 134.\nCompilation failed in require at (eval 4) line 1.\n [Fri Feb 11 15:32:06 2005] [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl for server deedee.qa.tripwire.com:0, exiting... Ideas? Do I need to install somewhere below /var/www? Thanks in advance. Russ From stephen at jadevine.org.uk Sat Feb 12 04:50:35 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Sat, 12 Feb 2005 09:50:35 +0000 Subject: [rt-users] Can't locate Exceptions::Class 1.14 In-Reply-To: References: Message-ID: <20050212095035.GA24625@computing-services.oxford.ac.uk> On Fri, Feb 11, 2005 at 12:03:55PM -0800, Michael Pelletier wrote: > > I can not for the life of me locate the Execptions::Class 1.14. Does > anyone know where I can get it? This may be because it is actually called Exception::Class or it could be that the oldest version now available is 1.19 (the newest is 1.20). I presume you just want the latest, in which case CPAN is most obliging. Stephen Quinney From ccovington at plusone.com Sat Feb 12 08:13:20 2005 From: ccovington at plusone.com (Covington, Chris) Date: Sat, 12 Feb 2005 08:13:20 -0500 Subject: [rt-users] Automatically add CCs to a ticket based on creation Message-ID: <05B568B2F9C45D478B78E70B029C5B8F78CA@valhalla.plusone.com> Hi all, Sometimes users will copy other employees in their questions to the help desk. How can we setup RT 3.2.1 so that these people will automatically receive updates, etc. as would the person who had created the ticket? thanks Chris From asachs at clue.co.za Sat Feb 12 09:09:33 2005 From: asachs at clue.co.za (Andre Sachs) Date: Sat, 12 Feb 2005 16:09:33 +0200 Subject: [rt-users] MySQL to Postgresql migration with attachments Message-ID: <1108217373.11135.19.camel@ashlet> Hi all, I managed to migrate my MySQL based RT installation (3.2.1) to a Postgresql database, with attachments intact. I modified the contributed script rt3-on-pg-to-mysql to accomplish this. The script is included for your perusal. Note: This worked for me, your mileage may vary. Regards Andre Sachs -- Andre Sachs Developer Clue Technologies asachs at clue.co.za -------------- next part -------------- A non-text attachment was scrubbed... Name: rt3-on-mysql-to-pgsql Type: application/x-perl Size: 2796 bytes Desc: not available URL: From r at elhames.co.uk Sat Feb 12 12:25:55 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Sat, 12 Feb 2005 17:25:55 -0000 Subject: [rt-users] Automatically add CCs to a ticket based on creation References: <05B568B2F9C45D478B78E70B029C5B8F78CA@valhalla.plusone.com> Message-ID: <003001c51127$ea29c590$52c593c3@tiger> Yes you can : Set it in RT_SiteConfig.pm : #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 set up a scrip action to notify Requestors and CC .. Roy ----- Original Message ----- From: "Covington, Chris" To: Sent: Saturday, February 12, 2005 1:13 PM Subject: [rt-users] Automatically add CCs to a ticket based on creation Hi all, Sometimes users will copy other employees in their questions to the help desk. How can we setup RT 3.2.1 so that these people will automatically receive updates, etc. as would the person who had created the ticket? thanks Chris _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From aharrison at gmail.com Sun Feb 13 11:59:24 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sun, 13 Feb 2005 11:59:24 -0500 Subject: [rt-users] New tickets thru email In-Reply-To: References: Message-ID: On Fri, 11 Feb 2005 12:55:12 -0600, Dave Kettmann wrote: > Hi all, > > I am trying to get RT setup for my office here, and I am probably just a bit confused. From reading on the RT website, it says it will automatically create tickets when an email is recieved. Is this the default behavior? I have been looking thru the options for a few hours now and tweaking different things and cant find this option or get it to do this at all. > > It is probably something I am over-looking and will probably be staring me in the face when I find the answer. Any help is appreciated. > Start with the rt-mailgate docs. # perldoc /RT_DIR/bin/rt-mailgate -- Andy Harrison From aharrison at gmail.com Sun Feb 13 12:00:35 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sun, 13 Feb 2005 12:00:35 -0500 Subject: [rt-users] email CC function and subject line modification In-Reply-To: References: Message-ID: On Fri, 11 Feb 2005 14:43:11 +1030, Blakeley Stuart-A5604C wrote: > > Question is why if I change these $rtname and $CorrespondAddress > > > Why do they still appear as what was originally assigned ? > - Do you have to restart the Web ?, RT? or wot to get it to reload these > values. > Correct, you need to reload the web server when you make config changes. -- Andy Harrison From lists at openunix.de Sun Feb 13 11:47:35 2005 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Sun, 13 Feb 2005 17:47:35 +0100 Subject: [rt-users] anyone using rt3 for abuse handling? Message-ID: <20050213164735.GA4559@bofh.hanau.net> Hello, I wonder if anyone on this list is using rt3 for abuse handling? I thought it would be a good idea to send all abuse mail to a special abuse queue, but I can't find any possibility to forward tickets to 3rd persons outside rt? I also read some old mail from rt-users' archive telling me that everything will get better with rt release 2.. http://lists.bestpractical.com/pipermail/rt-users/2001-February/001730.html From lists at openunix.de Sun Feb 13 12:11:30 2005 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Sun, 13 Feb 2005 18:11:30 +0100 Subject: [rt-users] anyone using rt3 for abuse handling? In-Reply-To: <20050213164735.GA4559@bofh.hanau.net> References: <20050213164735.GA4559@bofh.hanau.net> Message-ID: <20050213171130.GA4827@bofh.hanau.net> On So, Feb 13, 2005 at 05:47:35 +0100, Franz Georg K?hler wrote: > Hello, > > I wonder if anyone on this list is using rt3 for abuse handling? > > I thought it would be a good idea to send all abuse mail to a special > abuse queue, but I can't find any possibility to forward tickets to 3rd > persons outside rt? I wonder if RTIR might be more suitable for this task? http://www.bestpractical.com/rtir/comparison.html From lists at openunix.de Sun Feb 13 14:56:42 2005 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Sun, 13 Feb 2005 20:56:42 +0100 Subject: [rt-users] New tickets thru email In-Reply-To: References: Message-ID: <20050213195642.GA7708@bofh.hanau.net> On Fr, Feb 11, 2005 at 12:55:12 -0600, Dave Kettmann wrote: > Hi all, > > I am trying to get RT setup for my office here, and I am probably just > a bit confused. From reading on the RT website, it says it will > automatically create tickets when an email is recieved. Is this the > default behavior? I have been looking thru the options for a few hours > now and tweaking different things and cant find this option or get it > to do this at all. > > It is probably something I am over-looking and will probably be > staring me in the face when I find the answer. Any help is > appreciated. Hello, you will need to grant the "CreateTicket" and "ReplyTicket" permissions to "Everyone". See http://wiki.bestpractical.com/?Rights for details. From A5604C at freescale.com Sun Feb 13 17:30:19 2005 From: A5604C at freescale.com (Blakeley Stuart-A5604C) Date: Mon, 14 Feb 2005 09:00:19 +1030 Subject: [rt-users] email CC function and subject line modification Message-ID: Question is why if I change these $rtname and $CorrespondAddress Why do they still appear as what was originally assigned ? - Do you have to restart the Web ?, RT? or wot to get it to reload these values. and Likewise also in initildata: why don't changes get reflected in the emails: ie adding "BLAH BLAH BLAH" See very bottom for returned email : These Codes comes from ================================================================ ~rt-3.2.1/etc/RT_SiteConfig.pm ================================================================ # $rtname the string that RT will look for in mail messages to # figure out what ticket a new piece of mail belongs to # Your domain name is recommended, so as not to pollute the namespace. # once you start using a given tag, you should probably never change it. # (otherwise, mail for existing tickets won't get put in the right place #Set($rtname , "adl.ap.freescale.net"); Set($rtname , "RT"); # RT is designed such that any mail which already has a ticket-id associated # with it will get to the right place automatically. # $CorrespondAddress and $CommentAddress are the default addresses # that will be listed in From: and Reply-To: headers of correspondence # and comment mail tracked by RT, unless overridden by a queue-specific # address. #Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); Set($CorrespondAddress , 'rtadmin'); ================================================================ ================================================================ ~rt-3.2.1/etc/initialdata ================================================================ Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. BLAH BLAH BLAH Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ================================================================ RETURNED EMAIL: ================================================================ From: "The default queue via RT" > Subject: [adl.ap.freescale.net #87] AutoReply: dsd Reply-To: RT_CorrespondAddressNotSet at adl.ap.freescale.net => should be Reply-To: rtadmin at adl.ap.freescale.net In-Reply-To: > Message-ID: > Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "dsd", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [adl.ap.freescale.net #87]. Please include the string: [adl.ap.freescale.net #87] => should be [RT #87] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sun Feb 13 18:10:07 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 13 Feb 2005 18:10:07 -0500 Subject: [rt-users] email CC function and subject line modification In-Reply-To: References: Message-ID: <20050213231007.GK15161@bestpractical.com> > #Set($rtname , "adl.ap.freescale.net"); > Set($rtname , "RT"); Please don't do this. Use a tag unique to your organization so that you don't run into ticket id conflicts with some other organization out there. From rmo at sunnmore.net Sun Feb 13 18:16:16 2005 From: rmo at sunnmore.net (Roy-Magne Mo) Date: Mon, 14 Feb 2005 00:16:16 +0100 Subject: [rt-users] anyone using rt3 for abuse handling? In-Reply-To: <20050213164735.GA4559@bofh.hanau.net> References: <20050213164735.GA4559@bofh.hanau.net> Message-ID: <20050213231616.GJ23940@slogen.sunnmore.net> On Sun, Feb 13, 2005 at 05:47:35PM +0100, Franz Georg K?hler wrote: > Hello, > > I wonder if anyone on this list is using rt3 for abuse handling? Yes we are - works like a charm :) > I thought it would be a good idea to send all abuse mail to a special > abuse queue, but I can't find any possibility to forward tickets to 3rd > persons outside rt? You could do that before you insert the mail into RT or a scrip in RT. -- Roy-Magne Mo From r at elhames.co.uk Sun Feb 13 19:03:57 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Mon, 14 Feb 2005 00:03:57 -0000 Subject: [rt-users] anyone using rt3 for abuse handling? References: <20050213164735.GA4559@bofh.hanau.net> <20050213171130.GA4827@bofh.hanau.net> Message-ID: <003001c51228$af06fdf0$52c593c3@tiger> RTIR is what you are looking for ..As far as I know you'll need an RT instance installed .. Roy ----- Original Message ----- From: "Franz Georg K?hler" To: Sent: Sunday, February 13, 2005 5:11 PM Subject: Re: [rt-users] anyone using rt3 for abuse handling? On So, Feb 13, 2005 at 05:47:35 +0100, Franz Georg K?hler wrote: > Hello, > > I wonder if anyone on this list is using rt3 for abuse handling? > > I thought it would be a good idea to send all abuse mail to a special > abuse queue, but I can't find any possibility to forward tickets to 3rd > persons outside rt? I wonder if RTIR might be more suitable for this task? http://www.bestpractical.com/rtir/comparison.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From mikulamali at hotmail.com Sun Feb 13 19:34:58 2005 From: mikulamali at hotmail.com (mikula mali) Date: Mon, 14 Feb 2005 00:34:58 +0000 Subject: [rt-users] Changing initial ticket number Message-ID: Hi -- is there a simple way to change the new ticket id (in the new installation) so that new tickets numbers will be created, for example, starting at #1234 rather than #1? Even better: is there a way to customize ticket number visible to requesters? Basically, I dont want our requestors to get an idea that we're just serving very first support requests. Thanks. -marc From rspier at pobox.com Mon Feb 14 01:24:18 2005 From: rspier at pobox.com (Robert Spier) Date: Sun, 13 Feb 2005 22:24:18 -0800 Subject: [rt-users] Changing initial ticket number In-Reply-To: References: Message-ID: > Hi -- is there a simple way to change the new ticket id (in the new > installation) so that new tickets numbers will be created, for > example, starting at #1234 rather than #1? Even better: is there a way > to customize ticket number visible to requesters? http://dev.mysql.com/doc/mysql/en/example-auto-increment.html ALTER TABLE Tickets AUTO_INCREMENT=1234 From mikulamali at hotmail.com Mon Feb 14 03:45:20 2005 From: mikulamali at hotmail.com (mikula mali) Date: Mon, 14 Feb 2005 08:45:20 +0000 Subject: [rt-users] Changing initial ticket number In-Reply-To: Message-ID: I tried SQL "ALTER table ...", as it was suggested earlier on this list but it definitely does not work with RT 3.4; is it possible that new 3.4 doesnt rely on AUTO INCREMENT? >From: Robert Spier >To: "mikula mali" >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Changing initial ticket number >X-OriginalArrivalTime: 14 Feb 2005 06:24:29.0229 (UTC) >FILETIME=[D6A47DD0:01C5125D] > > > Hi -- is there a simple way to change the new ticket id (in the new > > installation) so that new tickets numbers will be created, for > > example, starting at #1234 rather than #1? Even better: is there a way > > to customize ticket number visible to requesters? > >http://dev.mysql.com/doc/mysql/en/example-auto-increment.html > >ALTER TABLE Tickets AUTO_INCREMENT=1234 > From nisse at dc.ltu.se Mon Feb 14 07:25:23 2005 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Mon, 14 Feb 2005 13:25:23 +0100 Subject: [rt-users] Search incoming and if true mail me Message-ID: <421098B3.60207@dc.ltu.se> Hi! What is the easiest way to add a rule that if a new ticket contains the string "Linux installation" it will notify me (or any email I choose. /nisse -- <+--// \\--+> Datorcentralen Luel? tekniska universitet Name: Nils-Erik Svang?rd e-mail: nisse at dc.ltu.se Ph: +46-920-49244 URL:http://www.dc.ltu.se <+--\\ //--+> From torsten.brumm at kuehne-nagel.com Mon Feb 14 08:15:43 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC) Date: Mon, 14 Feb 2005 14:15:43 +0100 Subject: [rt-users] Strange progress in RT 3.4 Message-ID: Hi, i have found a strange acting RT3.4 issue. I generate a ticket by mail -> works well. then a user works at this ticket, adding a reply. this generated for each reply 3 entries in the history ! No idea whats going wrong. There are no specific Scripts or actions defind, this is a new installation out of the box. Is this a bug or a Feature? How can i disable this? Thanks Torsten Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer ____________________________________________________ Kuehne+Nagel AG & Co KG HAM MI-IC / Corporate IT Ferdinand Strasse 29-33 D-20095 Hamburg Germany Tel: +49 40 329 15 199 Gsm: +49 17 362 66 693 -------------- next part -------------- A non-text attachment was scrubbed... Name: Torsten Brumm.vcf Type: text/x-vcard Size: 840 bytes Desc: not available URL: From ccovington at plusone.com Mon Feb 14 09:37:44 2005 From: ccovington at plusone.com (Covington, Chris) Date: Mon, 14 Feb 2005 09:37:44 -0500 Subject: [rt-users] Automatically add CCs to a ticket based on creation Message-ID: <05B568B2F9C45D478B78E70B029C5B8F78D4@valhalla.plusone.com> Roy, Thanks, I missed those RT_SiteConfig.pm parameters. Could you elaborate on "Then set up a scrip action to notify Requestors and CC .."? I'm not sure how to do that. Chris -----Original Message----- From: Raed El - Hames [mailto:r at elhames.co.uk] Sent: Saturday, February 12, 2005 12:26 PM To: Covington, Chris; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Automatically add CCs to a ticket based on creation Yes you can : Set it in RT_SiteConfig.pm : #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 set up a scrip action to notify Requestors and CC .. Roy ----- Original Message ----- From: "Covington, Chris" To: Sent: Saturday, February 12, 2005 1:13 PM Subject: [rt-users] Automatically add CCs to a ticket based on creation Hi all, Sometimes users will copy other employees in their questions to the help desk. How can we setup RT 3.2.1 so that these people will automatically receive updates, etc. as would the person who had created the ticket? thanks Chris _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From hlepesant at veepee.com Mon Feb 14 10:22:41 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Mon, 14 Feb 2005 16:22:41 +0100 Subject: [rt-users] My RT Doesn't sendmail to requestor on reply Message-ID: <4210C241.2000903@veepee.com> Hi, Curiously my RT (3.4.0 upgraded from 3.2.2 /MySQL 4.0.23/Apache 1.3.33) doesn't sendmail when a Owner reply on a ticket. And that is the log : Feb 14 16:10:08 mimas RT: sent To: Cc: Bcc: hlepesant at veepee.com (/opt/WebSites/rt34/lib/RT/Action/SendEmail.pm:295) To: is empty (??) Is that normal ? Hugues From jesse at bestpractical.com Mon Feb 14 10:35:39 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 14 Feb 2005 10:35:39 -0500 Subject: [rt-users] Strange progress in RT 3.4 In-Reply-To: References: Message-ID: <20050214153539.GS15161@bestpractical.com> On Mon, Feb 14, 2005 at 02:15:43PM +0100, Torsten Brumm / HAM MI-IC wrote: > Hi, > > i have found a strange acting RT3.4 issue. I generate a ticket by mail -> > works well. then a user works at this ticket, adding a reply. this generated > for each reply 3 entries in the history ! No idea whats going wrong. There > are no specific Scripts or actions defind, this is a new installation out of > the box. Is this a bug or a Feature? How can i disable this? So, I bet what you're seeing is RT logging outgoing mail. For the outgoing messages, RT should only be showing one line in the main UI. To disable this feature have a look at $RecordOutgoingEmail in the config file. > > Thanks > > Torsten > > Mit freundlichen Gruessen / With kindest regards > > Torsten Brumm > IT Security Engineer > ____________________________________________________ > > Kuehne+Nagel AG & Co KG > HAM MI-IC / Corporate IT > > Ferdinand Strasse 29-33 > D-20095 Hamburg > Germany > > Tel: +49 40 329 15 199 > Gsm: +49 17 362 66 693 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From vicki at progeny.com Mon Feb 14 11:37:26 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Mon, 14 Feb 2005 11:37:26 -0500 Subject: [rt-users] Deleting users created from spam. Message-ID: <1108399046.12356.21.camel@oz.progeny.com> I am new to RT administration and inherited a system which has a number of users created automatically upon the receipt of spam. It seems logical that these users would be slowing down the system. How do others out there deal with such things? Vicki From rtusers at memory.blank.org Mon Feb 14 11:44:57 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Mon, 14 Feb 2005 11:44:57 -0500 Subject: [rt-users] auto-reject blank or subjectless messages? In-Reply-To: <1108399046.12356.21.camel@oz.progeny.com> References: <1108399046.12356.21.camel@oz.progeny.com> Message-ID: <20050214164457.GA19537@blank.org> Before I go hacking on rt-mailgate myself... Is there a straightforward way to configure RT to reject email with empty subject lines and/or empty message bodies? Some users, it seems, can be told "don't do that" and infinite number of times, and yet continue to send contentless "Subject: my computer is broken" messages to our helpdesk. :-b -n ------------------------------------------------------------ "He has been known by many names; the Prince of Lies, the Director, Lucifer, Belial, and once, at a party, some obnoxious drunk kept calling him 'Dude'." ---------------------------------------------------- From ben at atomicmatrix.net Mon Feb 14 11:52:42 2005 From: ben at atomicmatrix.net (ben at atomicmatrix.net) Date: Mon, 14 Feb 2005 11:52:42 -0500 Subject: [rt-users] Disabling autoreply to certain users: solution In-Reply-To: <20050213231007.GK15161@bestpractical.com> Message-ID: <20050214165405.13A3F4D806F@diesel.bestpractical.com> I did some searching and hopefully I didn't re-invent the wheel here. I wanted to disable autoreplies for any email addresses matching a list of regular expressions. This works on my dev environment, and I'm about to take it to the live environment. I hope it helps someone. Feedback/improvement is welcome, too. $RTHOME/local/lib/RT/Action/Autoreply_Local.pm: --------- use strict; no warnings qw(redefine); # {{{ sub SetRecipients sub SetRecipients { my $self=shift; my @recipients = $self->TicketObj->Requestors->MemberEmailAddresses; open (FH, $RT::NoAutoreply); while () { chomp; my $line = $_; next if ($line =~ /^#/); @recipients = grep (!/^$line$/is, @recipients); } close (FH); push(@{$self->{'To'}}, @recipients); return(1); } # }}} 1; --------- Append this to $RTHOME/etc/RT_SiteConfig.pm: --------- Set($NoAutoreply, '/usr/local/rt3/etc/noautoreply'); --------- And then add stuff like this to the file pointed to by $NoAutoreply: --------- root at .*\.domain\.com someemail at otherdomain.com --------- This was built and lightly tested under RT 3.0.10 (perl 5.6.1). -=| Ben From jreeder at minutemenu.com Mon Feb 14 11:54:56 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 14 Feb 2005 10:54:56 -0600 Subject: [rt-users] auto-close tickets after X amount of time Message-ID: I have a ton of tickets that get sent in, picked up by a staff member, replied to with a suggestion, and then the requestor never takes the time to write back and say "Thanks that worked" or "Its fixed" or anything like that to let us know that the ticket can be closed. So what I'd like to do is set something up so that if a ticket goes 48 hours without a reply from the requestor (if the owner is not nobody and a reply has been made to the requestor) then the ticket gets automatically closed. What would also be nice would be if I could set it up such that an email was sent after 12 hours of no activity saying "If you don't reply to this ticket in 36 hours, it will automatically be closed." Anyone done anything like this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From rkagan at yorku.ca Mon Feb 14 12:01:44 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Mon, 14 Feb 2005 12:01:44 -0500 (EST) Subject: [rt-users] auto-close tickets after X amount of time In-Reply-To: References: Message-ID: I have... In .../lib/Condition #cat Idle.pm # Author: Ramon Kagan # # Birth September 30, 2004 - 08:30 ESTEDT # # This module checks the "idleness" of a ticket" # =head1 NAME RT::Condition::Idle =head1 DESCRIPTION Returns true if the ticket we're operating on has been idle for the number of days specified =cut package RT::Condition::Idle; require RT::Condition::Generic; use strict; use Time::ParseDate; use vars qw/@ISA/; @ISA = qw(RT::Condition::Generic); =head2 IsApplicable If the last modified date plus the number of days specified is before "now" return true =cut sub IsApplicable { my $self = shift; my $seconds = $self->Argument * 86400; $RT::Logger->debug("Idle: Seconds is " . $seconds); my $now = parsedate("now"); $RT::Logger->debug("Idle: Now is " . $now); my $lastdate = $self->TicketObj->LastUpdated; my $last = parsedate("$lastdate"); $RT::Logger->debug("Idle: Last is " . $last); if ($now - $last > $seconds) { return(1); } else { return(undef); } } eval "require RT::Condition::Idle_Vendor"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm}); eval "require RT::Condition::Idle_Local"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm}); 1; in .../lib/SetStatus.pm # Author: Ramon Kagan # # Birth September 8, 2004 - 08:30 ESTEDT # # This module incorporates much of the SetPriority.pm from # Best Practical. It changes the status of the ticket as requested # package RT::Action::SetStatus; require RT::Action::Generic; use strict; use vars qw/@ISA/; @ISA=qw(RT::Action::Generic); #Do what we need to do and send it out. #What does this type of Action does # {{{ sub Describe sub Describe { my $self = shift; return (ref $self . " will set a ticket's status to the argument provided."); } # }}} # {{{ sub Prepare sub Prepare { # nothing to prepare return 1; } # }}} sub Commit { my $self = shift; $self->TicketObj->SetStatus($self->Argument); } eval "require RT::Action::SetStatus_Vendor"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm}); eval "require RT::Action::SetStatus_Local"; die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm}); 1; Using crontool rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg --condition RT::Condition::Idle --condition-arg --action RT::Action::SetStatus --action-arg If you want to make this hours... change the 86400 in Idle.pm to 3600 Hope that helps. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 14 Feb 2005, Jonathan Reeder wrote: > I have a ton of tickets that get sent in, picked up by a staff member, > replied to with a suggestion, and then the requestor never takes the time to > write back and say "Thanks that worked" or "Its fixed" or anything like that > to let us know that the ticket can be closed. So what I'd like to do is set > something up so that if a ticket goes 48 hours without a reply from the > requestor (if the owner is not nobody and a reply has been made to the > requestor) then the ticket gets automatically closed. What would also be > nice would be if I could set it up such that an email was sent after 12 > hours of no activity saying "If you don't reply to this ticket in 36 hours, > it will automatically be closed." > > Anyone done anything like this? > From rkagan at yorku.ca Mon Feb 14 12:03:04 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Mon, 14 Feb 2005 12:03:04 -0500 (EST) Subject: [rt-users] auto-close tickets after X amount of time In-Reply-To: References: Message-ID: Sorry typo.. SetStatus.pm should be in .../lib/Action Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 14 Feb 2005, Ramon Kagan wrote: > I have... > > In .../lib/Condition > > #cat Idle.pm > # Author: Ramon Kagan > # > # Birth September 30, 2004 - 08:30 ESTEDT > # > # This module checks the "idleness" of a ticket" > # > > =head1 NAME > > RT::Condition::Idle > > =head1 DESCRIPTION > > Returns true if the ticket we're operating on has been idle > for the number of days specified > > =cut > > package RT::Condition::Idle; > require RT::Condition::Generic; > > use strict; > use Time::ParseDate; > use vars qw/@ISA/; > @ISA = qw(RT::Condition::Generic); > > > =head2 IsApplicable > > If the last modified date plus the number of days specified is before > "now" return true > > =cut > > sub IsApplicable { > my $self = shift; > my $seconds = $self->Argument * 86400; > $RT::Logger->debug("Idle: Seconds is " . $seconds); > my $now = parsedate("now"); > $RT::Logger->debug("Idle: Now is " . $now); > my $lastdate = $self->TicketObj->LastUpdated; > my $last = parsedate("$lastdate"); > $RT::Logger->debug("Idle: Last is " . $last); > if ($now - $last > $seconds) { > return(1); > } > else { > return(undef); > } > } > > eval "require RT::Condition::Idle_Vendor"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm}); > eval "require RT::Condition::Idle_Local"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm}); > > 1; > > > in .../lib/SetStatus.pm > > # Author: Ramon Kagan > # > # Birth September 8, 2004 - 08:30 ESTEDT > # > # This module incorporates much of the SetPriority.pm from > # Best Practical. It changes the status of the ticket as requested > # > > package RT::Action::SetStatus; > require RT::Action::Generic; > > use strict; > use vars qw/@ISA/; > @ISA=qw(RT::Action::Generic); > > #Do what we need to do and send it out. > > #What does this type of Action does > > # {{{ sub Describe > sub Describe { > my $self = shift; > return (ref $self . " will set a ticket's status to the argument > provided."); > } > # }}} > > > # {{{ sub Prepare > sub Prepare { > # nothing to prepare > return 1; > } > # }}} > > sub Commit { > my $self = shift; > $self->TicketObj->SetStatus($self->Argument); > > } > > eval "require RT::Action::SetStatus_Vendor"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm}); > eval "require RT::Action::SetStatus_Local"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm}); > > 1; > > > Using crontool > > rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > --condition RT::Condition::Idle --condition-arg > --action RT::Action::SetStatus --action-arg > > If you want to make this hours... change the 86400 in Idle.pm to 3600 > > Hope that helps. > > Ramon Kagan > York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 > rkagan at yorku.ca > > ----------------------------------- ------------------------------------ > I have not failed. I have just I don't know the secret to success, > found 10,000 ways that don't work. but the secret to failure is > trying to please everybody. > - Thomas Edison - Bill Cosby > ----------------------------------- ------------------------------------ > > On Mon, 14 Feb 2005, Jonathan Reeder wrote: > > > I have a ton of tickets that get sent in, picked up by a staff member, > > replied to with a suggestion, and then the requestor never takes the time to > > write back and say "Thanks that worked" or "Its fixed" or anything like that > > to let us know that the ticket can be closed. So what I'd like to do is set > > something up so that if a ticket goes 48 hours without a reply from the > > requestor (if the owner is not nobody and a reply has been made to the > > requestor) then the ticket gets automatically closed. What would also be > > nice would be if I could set it up such that an email was sent after 12 > > hours of no activity saying "If you don't reply to this ticket in 36 hours, > > it will automatically be closed." > > > > Anyone done anything like this? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From jreeder at minutemenu.com Mon Feb 14 12:08:52 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 14 Feb 2005 11:08:52 -0600 Subject: [rt-users] auto-close tickets after X amount of time In-Reply-To: Message-ID: VERY helpful, thanks a lot. -----Original Message----- From: Ramon Kagan [mailto:rkagan at yorku.ca] Sent: Monday, February 14, 2005 11:03 AM To: Jonathan Reeder Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] auto-close tickets after X amount of time Sorry typo.. SetStatus.pm should be in .../lib/Action Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 14 Feb 2005, Ramon Kagan wrote: > I have... > > In .../lib/Condition > > #cat Idle.pm > # Author: Ramon Kagan > # > # Birth September 30, 2004 - 08:30 ESTEDT > # > # This module checks the "idleness" of a ticket" > # > > =head1 NAME > > RT::Condition::Idle > > =head1 DESCRIPTION > > Returns true if the ticket we're operating on has been idle > for the number of days specified > > =cut > > package RT::Condition::Idle; > require RT::Condition::Generic; > > use strict; > use Time::ParseDate; > use vars qw/@ISA/; > @ISA = qw(RT::Condition::Generic); > > > =head2 IsApplicable > > If the last modified date plus the number of days specified is before > "now" return true > > =cut > > sub IsApplicable { > my $self = shift; > my $seconds = $self->Argument * 86400; > $RT::Logger->debug("Idle: Seconds is " . $seconds); > my $now = parsedate("now"); > $RT::Logger->debug("Idle: Now is " . $now); > my $lastdate = $self->TicketObj->LastUpdated; > my $last = parsedate("$lastdate"); > $RT::Logger->debug("Idle: Last is " . $last); > if ($now - $last > $seconds) { > return(1); > } > else { > return(undef); > } > } > > eval "require RT::Condition::Idle_Vendor"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm}); > eval "require RT::Condition::Idle_Local"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm}); > > 1; > > > in .../lib/SetStatus.pm > > # Author: Ramon Kagan > # > # Birth September 8, 2004 - 08:30 ESTEDT > # > # This module incorporates much of the SetPriority.pm from > # Best Practical. It changes the status of the ticket as requested > # > > package RT::Action::SetStatus; > require RT::Action::Generic; > > use strict; > use vars qw/@ISA/; > @ISA=qw(RT::Action::Generic); > > #Do what we need to do and send it out. > > #What does this type of Action does > > # {{{ sub Describe > sub Describe { > my $self = shift; > return (ref $self . " will set a ticket's status to the argument > provided."); > } > # }}} > > > # {{{ sub Prepare > sub Prepare { > # nothing to prepare > return 1; > } > # }}} > > sub Commit { > my $self = shift; > $self->TicketObj->SetStatus($self->Argument); > > } > > eval "require RT::Action::SetStatus_Vendor"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm}); > eval "require RT::Action::SetStatus_Local"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm}); > > 1; > > > Using crontool > > rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > --condition RT::Condition::Idle --condition-arg > --action RT::Action::SetStatus --action-arg > > If you want to make this hours... change the 86400 in Idle.pm to 3600 > > Hope that helps. > > Ramon Kagan > York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 > rkagan at yorku.ca > > ----------------------------------- ------------------------------------ > I have not failed. I have just I don't know the secret to success, > found 10,000 ways that don't work. but the secret to failure is > trying to please everybody. > - Thomas Edison - Bill Cosby > ----------------------------------- ------------------------------------ > > On Mon, 14 Feb 2005, Jonathan Reeder wrote: > > > I have a ton of tickets that get sent in, picked up by a staff member, > > replied to with a suggestion, and then the requestor never takes the time to > > write back and say "Thanks that worked" or "Its fixed" or anything like that > > to let us know that the ticket can be closed. So what I'd like to do is set > > something up so that if a ticket goes 48 hours without a reply from the > > requestor (if the owner is not nobody and a reply has been made to the > > requestor) then the ticket gets automatically closed. What would also be > > nice would be if I could set it up such that an email was sent after 12 > > hours of no activity saying "If you don't reply to this ticket in 36 hours, > > it will automatically be closed." > > > > Anyone done anything like this? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From hwagener at hamburg.fcb.com Mon Feb 14 12:03:35 2005 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 14 Feb 2005 18:03:35 +0100 Subject: [rt-users] auto-reject blank or subjectless messages? In-Reply-To: <20050214164457.GA19537@blank.org> References: <1108399046.12356.21.camel@oz.progeny.com> <20050214164457.GA19537@blank.org> Message-ID: <480fe0dcf74b4d13c50fcf771b822550@hamburg.fcb.com> Nathan, I'd go for a procmail solution, that is, let procmail handle all the ugly stuff before rt-mailgate gets at it. You could then incorporate whatever unixoid mail filter You want before. On the other hand, You could expand on RT::EmailParser, if You're into that. Regards, Harald From rmroland at indiana.edu Mon Feb 14 12:23:02 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Mon, 14 Feb 2005 12:23:02 -0500 Subject: [rt-users] problem with rt-mailgate Message-ID: Chris, This was/is an issue with versions (>5.412) of MIME-tools (which installs MIME::QuotedPrint) and incompatibilities with MIME-Base64. I placed a bug report on it: http://bugs.gentoo.org/show_bug.cgi?id=76970 Submit a post to that bug which confirms its existence. I was able to work around this problem by rolling back and emerging version 5.411a-r2 of MIME-tools. Now supposedly the new version of MIME-tools (5.416, which is still ~x86) is supposed to fix the incompatibilities, but I have not confirmed this. Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University 812.855.9617 rmroland at indiana.edu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Covington, Chris Sent: Thursday, February 10, 2005 12:45 To: rt-users at lists.bestpractical.com Subject: [rt-users] problem with rt-mailgate Hi all, I have an up and running RT 3.2.1 system using Apache 1.3.33 and mod_perl 1.27 on gentoo. The web interface works perfectly well and I was just trying to setup the rt and rt-comment email addresses with these aliases: rt-comment: "|/usr/bin/rt-mailgate --queue general --action comment --url http://frank2k3.plusone.com/rt/" rt: "|/usr/bin/rt-mailgate --queue general --action correspond --url http://frank2k3.plusone.com/rt/" But if I email either one with a small plain-text test message, I get the following error message in my maillog: Feb 10 12:27:59 frank2k3 postfix/local[24047]: C597615D8: to=, relay=local, delay=47010, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said:

      System error

      error:  Undefined subroutine &MIME::Decoder::QuotedPrint::encode_qp_threearg called at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder/QuotedPrint.pm line 95.
      context: 
      ... 
      91:  # and storage of messages. WARNING: we can only do this if the line won't
      92:  compiler->compile_to_file( file => $objfile, source => $source); 310: } 311: $comp = eval { $self->eval_object_code( object_file => $objfile ) }; 312: ... code stack: /opt/perl/lib/site_perl/5.8.5/HTML/Mason/Interp.pm:308 /opt/perl/lib/site_perl/5.8.5/HTML/Mason/Interp.pm:481 /opt/perl/lib/site_perl/5.8.5/HTML/Mason/Component.pm:323 /opt/perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm:318 Thank's for Regards!! Rodolfo de Moraes Reis CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From damianburke at gmail.com Mon Feb 14 12:50:14 2005 From: damianburke at gmail.com (Damian) Date: Mon, 14 Feb 2005 11:50:14 -0600 Subject: [rt-users] Re: Changing initial ticket number In-Reply-To: <20050214164342.5BBDC4D80C5@diesel.bestpractical.com> References: <20050214164342.5BBDC4D80C5@diesel.bestpractical.com> Message-ID: > ---------- Forwarded message ---------- > From: "mikula mali" > To: rspier at pobox.com > Date: Mon, 14 Feb 2005 08:45:20 +0000 > Subject: Re: [rt-users] Changing initial ticket number > I tried SQL "ALTER table ...", as it was suggested earlier on this list but > it definitely does not work with RT 3.4; is it possible that new 3.4 doesnt > rely on AUTO INCREMENT? > > >From: Robert Spier > >To: "mikula mali" > >CC: rt-users at lists.bestpractical.com > >Subject: Re: [rt-users] Changing initial ticket number > >X-OriginalArrivalTime: 14 Feb 2005 06:24:29.0229 (UTC) > >FILETIME=[D6A47DD0:01C5125D] > > > > > Hi -- is there a simple way to change the new ticket id (in the new > > > installation) so that new tickets numbers will be created, for > > > example, starting at #1234 rather than #1? Even better: is there a way > > > to customize ticket number visible to requesters? > > > >http://dev.mysql.com/doc/mysql/en/example-auto-increment.html > > > >ALTER TABLE Tickets AUTO_INCREMENT=1234 > > > > The ALTER TABLE command to update the auto-increment value does not work on InnoDB tables. You can manually insert a row into the Tickets table with id of 1233, then delete that row. The next row added will then use id of 1234. INSERT INTO Tickets (id) VALUES (1233); DELETE FROM Tickets WHERE id=1233; Damian From rmreis at cpqd.com.br Mon Feb 14 13:38:33 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 14 Feb 2005 16:38:33 -0200 Subject: RES: [rt-users] Error in autohandler.... permission denied!! Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F98@MAILSRV1.aquarius.cpqd.com.br> Hello There... I don't know how, but after external authentication tests, all files in /var/mason_data/obj had losts unix permissions.... well, thank's in any way!!! Regards!! Rodolfo. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Rodolfo de Moraes Reis Enviada em: segunda-feira, 14 de fevereiro de 2005 15:53 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Error in autohandler.... permission denied!! Hello There!!! I was making some tests with External Authentication (with mod_auth_pam via Apache 2.x) and it was working fine.... but, when I returned to normal authentication (via RT) appeared this error... I don't know what is happening because I just changed the RT_SiteConfig.pm (WebExternalAuth,WebExternalAuto).... Someone has any idea about this? error: Couldn't create object file /opt/rt3/var/mason_data/obj/standard/autohandler: Permission denied context: ... 304: { 305: if ($tries++ == 3) { 306: $self->_compilation_error( $source->friendly_name, "Could not load or recreate object file after 3 tries" ); 307: } 308: if ($objfilemod < $srcmod) { 309: $self->compiler->compile_to_file( file => $objfile, source => $source); 310: } 311: $comp = eval { $self->eval_object_code( object_file => $objfile ) }; 312: ... code stack: /opt/perl/lib/site_perl/5.8.5/HTML/Mason/Interp.pm:308 /opt/perl/lib/site_perl/5.8.5/HTML/Mason/Interp.pm:481 /opt/perl/lib/site_perl/5.8.5/HTML/Mason/Component.pm:323 /opt/perl/lib/site_perl/5.8.5/HTML/Mason/Request.pm:318 Thank's for Regards!! Rodolfo de Moraes Reis CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jreeder at minutemenu.com Mon Feb 14 13:41:09 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 14 Feb 2005 12:41:09 -0600 Subject: [rt-users] auto-close tickets after X amount of time In-Reply-To: Message-ID: Ramon, I've successfully implemented the resolve after 48 hours of inactivity part of what I want to do. Now in order to get the notification to the user that "This ticket will be close if not updated in 24 hours", I'm basically going to copy the same rt-crontool command, except the action will be RecordCorrespondence instead of SetStatus. If I'm correct in my thinking though, I'm worried that the actual act of sending them the correspondence will set a new LastUpdated, and as such I'll never actually reach the 48 hours of idle and close the ticket. Here's what I was planning on eventually having in my crontab: 10 * * * * rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg --condition RT::Condition::Idle --condition-arg 48 --action RT::Action::SetStatus --action-arg resolved 5 * * * * rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg --condition RT::Condition::Idle --condition-arg 24 --action RT::Action::RecordCorrespondence --template 'Expiring Tickets' Would this just send the 'Expiring Tickets' template every 24 hours over and over again, without ever reaching the 48 hours set in the SetStatus rule? I'm wondering if I should modify Idle.pm a bit so looks only at the last update by the requestor, not just any update? Thanks again for the modules, I've already got the first part up and running. Jonathan -----Original Message----- From: Ramon Kagan [mailto:rkagan at yorku.ca] Sent: Monday, February 14, 2005 11:03 AM To: Jonathan Reeder Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] auto-close tickets after X amount of time Sorry typo.. SetStatus.pm should be in .../lib/Action Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 14 Feb 2005, Ramon Kagan wrote: > I have... > > In .../lib/Condition > > #cat Idle.pm > # Author: Ramon Kagan > # > # Birth September 30, 2004 - 08:30 ESTEDT > # > # This module checks the "idleness" of a ticket" > # > > =head1 NAME > > RT::Condition::Idle > > =head1 DESCRIPTION > > Returns true if the ticket we're operating on has been idle > for the number of days specified > > =cut > > package RT::Condition::Idle; > require RT::Condition::Generic; > > use strict; > use Time::ParseDate; > use vars qw/@ISA/; > @ISA = qw(RT::Condition::Generic); > > > =head2 IsApplicable > > If the last modified date plus the number of days specified is before > "now" return true > > =cut > > sub IsApplicable { > my $self = shift; > my $seconds = $self->Argument * 86400; > $RT::Logger->debug("Idle: Seconds is " . $seconds); > my $now = parsedate("now"); > $RT::Logger->debug("Idle: Now is " . $now); > my $lastdate = $self->TicketObj->LastUpdated; > my $last = parsedate("$lastdate"); > $RT::Logger->debug("Idle: Last is " . $last); > if ($now - $last > $seconds) { > return(1); > } > else { > return(undef); > } > } > > eval "require RT::Condition::Idle_Vendor"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm}); > eval "require RT::Condition::Idle_Local"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm}); > > 1; > > > in .../lib/SetStatus.pm > > # Author: Ramon Kagan > # > # Birth September 8, 2004 - 08:30 ESTEDT > # > # This module incorporates much of the SetPriority.pm from > # Best Practical. It changes the status of the ticket as requested > # > > package RT::Action::SetStatus; > require RT::Action::Generic; > > use strict; > use vars qw/@ISA/; > @ISA=qw(RT::Action::Generic); > > #Do what we need to do and send it out. > > #What does this type of Action does > > # {{{ sub Describe > sub Describe { > my $self = shift; > return (ref $self . " will set a ticket's status to the argument > provided."); > } > # }}} > > > # {{{ sub Prepare > sub Prepare { > # nothing to prepare > return 1; > } > # }}} > > sub Commit { > my $self = shift; > $self->TicketObj->SetStatus($self->Argument); > > } > > eval "require RT::Action::SetStatus_Vendor"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm}); > eval "require RT::Action::SetStatus_Local"; > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm}); > > 1; > > > Using crontool > > rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > --condition RT::Condition::Idle --condition-arg > --action RT::Action::SetStatus --action-arg > > If you want to make this hours... change the 86400 in Idle.pm to 3600 > > Hope that helps. > > Ramon Kagan > York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 > rkagan at yorku.ca > > ----------------------------------- ------------------------------------ > I have not failed. I have just I don't know the secret to success, > found 10,000 ways that don't work. but the secret to failure is > trying to please everybody. > - Thomas Edison - Bill Cosby > ----------------------------------- ------------------------------------ > > On Mon, 14 Feb 2005, Jonathan Reeder wrote: > > > I have a ton of tickets that get sent in, picked up by a staff member, > > replied to with a suggestion, and then the requestor never takes the time to > > write back and say "Thanks that worked" or "Its fixed" or anything like that > > to let us know that the ticket can be closed. So what I'd like to do is set > > something up so that if a ticket goes 48 hours without a reply from the > > requestor (if the owner is not nobody and a reply has been made to the > > requestor) then the ticket gets automatically closed. What would also be > > nice would be if I could set it up such that an email was sent after 12 > > hours of no activity saying "If you don't reply to this ticket in 36 hours, > > it will automatically be closed." > > > > Anyone done anything like this? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From rkagan at yorku.ca Mon Feb 14 13:43:27 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Mon, 14 Feb 2005 13:43:27 -0500 (EST) Subject: [rt-users] auto-close tickets after X amount of time In-Reply-To: References: Message-ID: Hi, I would suggest using a scrip that on condition change status to "closed" by the "system user" (which would be the case), to send a notification using you desired template. It would occur after the set status is complete. Just a thought, if I read your email correctly. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 14 Feb 2005, Jonathan Reeder wrote: > Ramon, > > I've successfully implemented the resolve after 48 hours of inactivity part > of what I want to do. Now in order to get the notification to the user that > "This ticket will be close if not updated in 24 hours", I'm basically going > to copy the same rt-crontool command, except the action will be > RecordCorrespondence instead of SetStatus. If I'm correct in my thinking > though, I'm worried that the actual act of sending them the correspondence > will set a new LastUpdated, and as such I'll never actually reach the 48 > hours of idle and close the ticket. Here's what I was planning on > eventually having in my crontab: > > 10 * * * * rt-crontool --search > RT::Search::ActiveTicketsInQueue --search-arg --condition > RT::Condition::Idle --condition-arg 48 --action > RT::Action::SetStatus --action-arg resolved > > 5 * * * * rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > --condition RT::Condition::Idle --condition-arg 24 --action > RT::Action::RecordCorrespondence --template 'Expiring Tickets' > > Would this just send the 'Expiring Tickets' template every 24 hours over and > over again, without ever reaching the 48 hours set in the SetStatus rule? > I'm wondering if I should modify Idle.pm a bit so looks only at the last > update by the requestor, not just any update? > > Thanks again for the modules, I've already got the first part up and > running. > > Jonathan > > -----Original Message----- > From: Ramon Kagan [mailto:rkagan at yorku.ca] > Sent: Monday, February 14, 2005 11:03 AM > To: Jonathan Reeder > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] auto-close tickets after X amount of time > > > Sorry typo.. > > SetStatus.pm should be in .../lib/Action > > Ramon Kagan > York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 > rkagan at yorku.ca > > ----------------------------------- ------------------------------------ > I have not failed. I have just I don't know the secret to success, > found 10,000 ways that don't work. but the secret to failure is > trying to please everybody. > - Thomas Edison - Bill Cosby > ----------------------------------- ------------------------------------ > > On Mon, 14 Feb 2005, Ramon Kagan wrote: > > > I have... > > > > In .../lib/Condition > > > > #cat Idle.pm > > # Author: Ramon Kagan > > # > > # Birth September 30, 2004 - 08:30 ESTEDT > > # > > # This module checks the "idleness" of a ticket" > > # > > > > =head1 NAME > > > > RT::Condition::Idle > > > > =head1 DESCRIPTION > > > > Returns true if the ticket we're operating on has been idle > > for the number of days specified > > > > =cut > > > > package RT::Condition::Idle; > > require RT::Condition::Generic; > > > > use strict; > > use Time::ParseDate; > > use vars qw/@ISA/; > > @ISA = qw(RT::Condition::Generic); > > > > > > =head2 IsApplicable > > > > If the last modified date plus the number of days specified is before > > "now" return true > > > > =cut > > > > sub IsApplicable { > > my $self = shift; > > my $seconds = $self->Argument * 86400; > > $RT::Logger->debug("Idle: Seconds is " . $seconds); > > my $now = parsedate("now"); > > $RT::Logger->debug("Idle: Now is " . $now); > > my $lastdate = $self->TicketObj->LastUpdated; > > my $last = parsedate("$lastdate"); > > $RT::Logger->debug("Idle: Last is " . $last); > > if ($now - $last > $seconds) { > > return(1); > > } > > else { > > return(undef); > > } > > } > > > > eval "require RT::Condition::Idle_Vendor"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm}); > > eval "require RT::Condition::Idle_Local"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm}); > > > > 1; > > > > > > in .../lib/SetStatus.pm > > > > # Author: Ramon Kagan > > # > > # Birth September 8, 2004 - 08:30 ESTEDT > > # > > # This module incorporates much of the SetPriority.pm from > > # Best Practical. It changes the status of the ticket as requested > > # > > > > package RT::Action::SetStatus; > > require RT::Action::Generic; > > > > use strict; > > use vars qw/@ISA/; > > @ISA=qw(RT::Action::Generic); > > > > #Do what we need to do and send it out. > > > > #What does this type of Action does > > > > # {{{ sub Describe > > sub Describe { > > my $self = shift; > > return (ref $self . " will set a ticket's status to the argument > > provided."); > > } > > # }}} > > > > > > # {{{ sub Prepare > > sub Prepare { > > # nothing to prepare > > return 1; > > } > > # }}} > > > > sub Commit { > > my $self = shift; > > $self->TicketObj->SetStatus($self->Argument); > > > > } > > > > eval "require RT::Action::SetStatus_Vendor"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm}); > > eval "require RT::Action::SetStatus_Local"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm}); > > > > 1; > > > > > > Using crontool > > > > rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > > --condition RT::Condition::Idle --condition-arg > > --action RT::Action::SetStatus --action-arg > > > > If you want to make this hours... change the 86400 in Idle.pm to 3600 > > > > Hope that helps. > > > > Ramon Kagan > > York University, Computing and Network Services > > Information Security - Senior Information Security Analyst > > (416)736-2100 #20263 > > rkagan at yorku.ca > > > > ----------------------------------- ------------------------------------ > > I have not failed. I have just I don't know the secret to success, > > found 10,000 ways that don't work. but the secret to failure is > > trying to please everybody. > > - Thomas Edison - Bill Cosby > > ----------------------------------- ------------------------------------ > > > > On Mon, 14 Feb 2005, Jonathan Reeder wrote: > > > > > I have a ton of tickets that get sent in, picked up by a staff member, > > > replied to with a suggestion, and then the requestor never takes the > time to > > > write back and say "Thanks that worked" or "Its fixed" or anything like > that > > > to let us know that the ticket can be closed. So what I'd like to do is > set > > > something up so that if a ticket goes 48 hours without a reply from the > > > requestor (if the owner is not nobody and a reply has been made to the > > > requestor) then the ticket gets automatically closed. What would also > be > > > nice would be if I could set it up such that an email was sent after 12 > > > hours of no activity saying "If you don't reply to this ticket in 36 > hours, > > > it will automatically be closed." > > > > > > Anyone done anything like this? > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > From jesse at bestpractical.com Mon Feb 14 13:45:33 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 14 Feb 2005 13:45:33 -0500 Subject: [rt-users] Strange progress in RT 3.4 In-Reply-To: References: Message-ID: <20050214184532.GB15161@bestpractical.com> > I press at the top reply button, enter the message and say UPDATE TICKET, thats all. You're using mysql. Is RT's database InnoDB? If not, it may be failing to roll back transactions. > Torsten > -- From rick.mitchell at allstream.com Mon Feb 14 13:55:54 2005 From: rick.mitchell at allstream.com (Rick Mitchell) Date: Mon, 14 Feb 2005 13:55:54 -0500 Subject: [rt-users] rt2_to_rt3 only exports userid numbers no user details? In-Reply-To: <4203CF68.4080203@theinternetone.net> Message-ID: Ya that was part of it, downgrading DBIx::SearchBuilder made the export work. I've once again upgraded it however the import to 3.4.0 is now failing with syslog issues. Rick -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Johan Jonkers Sent: Friday, February 04, 2005 2:39 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt2_to_rt3 only exports userid numbers no user details? Rick Mitchell wrote: >This is what the user section of metadata looks like (only with a lot more >entries ;) ) : > >'User' => [ > { > 'id' => '1112' > }, > > I had a similar problem. In my case the problem was a version conflict, in what I think was the SearchBuilder perl file (my perl knowledge is like 0). I solved it by taking an older version of perl libraries (5.005 IIRC). _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rmreis at cpqd.com.br Mon Feb 14 13:58:51 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 14 Feb 2005 16:58:51 -0200 Subject: [rt-users] Users Permissions through of External Authentication. Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F9A@MAILSRV1.aquarius.cpqd.com.br> Hello There!! I'd like that if users authenticated by my LDAP Server and that doesn't have accounts in RT, then an account will be created, for this user, as UNPRIVILEGED user. And users that have an account in RT, could access RT normally (according with their privileges).... Is it possible?! Thanks in advance..... Rodolfo de Moraes Reis CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From jreeder at minutemenu.com Mon Feb 14 14:00:19 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 14 Feb 2005 13:00:19 -0600 Subject: [rt-users] auto-close tickets after X amount of time In-Reply-To: Message-ID: I considered doing something along those lines, but what I was hoping to do was give the user warning that his ticket would be closing before it actually closed. So if I was going to close a ticket after 48 hours of inactivity, I would send an email 24 hours into the 48 hours saying "This ticket will close if not updated in 24 hours." The problem with that is that by sending the warning correspondence, the ticket is no longer idle. I guess what I really need to do is one of two things. Either I make it so that LastUpdated doesn't get changed when I send my warning correspondence, or I make it so that my condition (Idle) doesn't count the warning correspondence as something worth of resetting the "idleness" of a ticket. -----Original Message----- From: Ramon Kagan [mailto:rkagan at yorku.ca] Sent: Monday, February 14, 2005 12:43 PM To: Jonathan Reeder Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] auto-close tickets after X amount of time Hi, I would suggest using a scrip that on condition change status to "closed" by the "system user" (which would be the case), to send a notification using you desired template. It would occur after the set status is complete. Just a thought, if I read your email correctly. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 14 Feb 2005, Jonathan Reeder wrote: > Ramon, > > I've successfully implemented the resolve after 48 hours of inactivity part > of what I want to do. Now in order to get the notification to the user that > "This ticket will be close if not updated in 24 hours", I'm basically going > to copy the same rt-crontool command, except the action will be > RecordCorrespondence instead of SetStatus. If I'm correct in my thinking > though, I'm worried that the actual act of sending them the correspondence > will set a new LastUpdated, and as such I'll never actually reach the 48 > hours of idle and close the ticket. Here's what I was planning on > eventually having in my crontab: > > 10 * * * * rt-crontool --search > RT::Search::ActiveTicketsInQueue --search-arg --condition > RT::Condition::Idle --condition-arg 48 --action > RT::Action::SetStatus --action-arg resolved > > 5 * * * * rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > --condition RT::Condition::Idle --condition-arg 24 --action > RT::Action::RecordCorrespondence --template 'Expiring Tickets' > > Would this just send the 'Expiring Tickets' template every 24 hours over and > over again, without ever reaching the 48 hours set in the SetStatus rule? > I'm wondering if I should modify Idle.pm a bit so looks only at the last > update by the requestor, not just any update? > > Thanks again for the modules, I've already got the first part up and > running. > > Jonathan > > -----Original Message----- > From: Ramon Kagan [mailto:rkagan at yorku.ca] > Sent: Monday, February 14, 2005 11:03 AM > To: Jonathan Reeder > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] auto-close tickets after X amount of time > > > Sorry typo.. > > SetStatus.pm should be in .../lib/Action > > Ramon Kagan > York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 > rkagan at yorku.ca > > ----------------------------------- ------------------------------------ > I have not failed. I have just I don't know the secret to success, > found 10,000 ways that don't work. but the secret to failure is > trying to please everybody. > - Thomas Edison - Bill Cosby > ----------------------------------- ------------------------------------ > > On Mon, 14 Feb 2005, Ramon Kagan wrote: > > > I have... > > > > In .../lib/Condition > > > > #cat Idle.pm > > # Author: Ramon Kagan > > # > > # Birth September 30, 2004 - 08:30 ESTEDT > > # > > # This module checks the "idleness" of a ticket" > > # > > > > =head1 NAME > > > > RT::Condition::Idle > > > > =head1 DESCRIPTION > > > > Returns true if the ticket we're operating on has been idle > > for the number of days specified > > > > =cut > > > > package RT::Condition::Idle; > > require RT::Condition::Generic; > > > > use strict; > > use Time::ParseDate; > > use vars qw/@ISA/; > > @ISA = qw(RT::Condition::Generic); > > > > > > =head2 IsApplicable > > > > If the last modified date plus the number of days specified is before > > "now" return true > > > > =cut > > > > sub IsApplicable { > > my $self = shift; > > my $seconds = $self->Argument * 86400; > > $RT::Logger->debug("Idle: Seconds is " . $seconds); > > my $now = parsedate("now"); > > $RT::Logger->debug("Idle: Now is " . $now); > > my $lastdate = $self->TicketObj->LastUpdated; > > my $last = parsedate("$lastdate"); > > $RT::Logger->debug("Idle: Last is " . $last); > > if ($now - $last > $seconds) { > > return(1); > > } > > else { > > return(undef); > > } > > } > > > > eval "require RT::Condition::Idle_Vendor"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm}); > > eval "require RT::Condition::Idle_Local"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm}); > > > > 1; > > > > > > in .../lib/SetStatus.pm > > > > # Author: Ramon Kagan > > # > > # Birth September 8, 2004 - 08:30 ESTEDT > > # > > # This module incorporates much of the SetPriority.pm from > > # Best Practical. It changes the status of the ticket as requested > > # > > > > package RT::Action::SetStatus; > > require RT::Action::Generic; > > > > use strict; > > use vars qw/@ISA/; > > @ISA=qw(RT::Action::Generic); > > > > #Do what we need to do and send it out. > > > > #What does this type of Action does > > > > # {{{ sub Describe > > sub Describe { > > my $self = shift; > > return (ref $self . " will set a ticket's status to the argument > > provided."); > > } > > # }}} > > > > > > # {{{ sub Prepare > > sub Prepare { > > # nothing to prepare > > return 1; > > } > > # }}} > > > > sub Commit { > > my $self = shift; > > $self->TicketObj->SetStatus($self->Argument); > > > > } > > > > eval "require RT::Action::SetStatus_Vendor"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm}); > > eval "require RT::Action::SetStatus_Local"; > > die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm}); > > > > 1; > > > > > > Using crontool > > > > rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > > --condition RT::Condition::Idle --condition-arg > > --action RT::Action::SetStatus --action-arg > > > > If you want to make this hours... change the 86400 in Idle.pm to 3600 > > > > Hope that helps. > > > > Ramon Kagan > > York University, Computing and Network Services > > Information Security - Senior Information Security Analyst > > (416)736-2100 #20263 > > rkagan at yorku.ca > > > ----------------------------------- ------------------------------------ > > I have not failed. I have just I don't know the secret to success, > > found 10,000 ways that don't work. but the secret to failure is > > trying to please everybody. > > - Thomas Edison - Bill Cosby > ----------------------------------- ------------------------------------ > > > > On Mon, 14 Feb 2005, Jonathan Reeder wrote: > > > > > I have a ton of tickets that get sent in, picked up by a staff member, > > > replied to with a suggestion, and then the requestor never takes the > time to > > > write back and say "Thanks that worked" or "Its fixed" or anything like > that > > > to let us know that the ticket can be closed. So what I'd like to do is > set > > > something up so that if a ticket goes 48 hours without a reply from the > > > requestor (if the owner is not nobody and a reply has been made to the > > > requestor) then the ticket gets automatically closed. What would also > be > > > nice would be if I could set it up such that an email was sent after 12 > > > hours of no activity saying "If you don't reply to this ticket in 36 > hours, > > > it will automatically be closed." > > > > > > Anyone done anything like this? > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > From steve at n2sw.com Mon Feb 14 14:48:29 2005 From: steve at n2sw.com (steve) Date: Mon, 14 Feb 2005 14:48:29 -0500 Subject: [rt-users] auto-close tickets after X amount of time In-Reply-To: References: Message-ID: <4211008D.1060307@n2sw.com> Why dont you create a rule along the following lines make a request close script, this will send out an email to the requester stating that "We believe that your ticket was resolved to your satisfaction, and this ticket will auto close in 24 hours if you do not respond" then 24 hours later this ticket closes itself as resolved. unless the requester responds to the email with a do not close it email, if they respond with request close then its closed immediately Jonathan Reeder wrote: > I considered doing something along those lines, but what I was hoping to do > was give the user warning that his ticket would be closing before it > actually closed. So if I was going to close a ticket after 48 hours of > inactivity, I would send an email 24 hours into the 48 hours saying "This > ticket will close if not updated in 24 hours." > > The problem with that is that by sending the warning correspondence, the > ticket is no longer idle. I guess what I really need to do is one of two > things. Either I make it so that LastUpdated doesn't get changed when I > send my warning correspondence, or I make it so that my condition (Idle) > doesn't count the warning correspondence as something worth of resetting the > "idleness" of a ticket. > > -----Original Message----- > From: Ramon Kagan [mailto:rkagan at yorku.ca] > Sent: Monday, February 14, 2005 12:43 PM > To: Jonathan Reeder > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] auto-close tickets after X amount of time > > > Hi, > > I would suggest using a scrip that on condition change status to "closed" > by the "system user" (which would be the case), to send a notification > using you desired template. It would occur after the set status is > complete. > > Just a thought, if I read your email correctly. > > Ramon Kagan > York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 > rkagan at yorku.ca > > ----------------------------------- ------------------------------------ > I have not failed. I have just I don't know the secret to success, > found 10,000 ways that don't work. but the secret to failure is > trying to please everybody. > - Thomas Edison - Bill Cosby > ----------------------------------- ------------------------------------ > > On Mon, 14 Feb 2005, Jonathan Reeder wrote: > > >>Ramon, >> >>I've successfully implemented the resolve after 48 hours of inactivity > > part > >>of what I want to do. Now in order to get the notification to the user > > that > >>"This ticket will be close if not updated in 24 hours", I'm basically > > going > >>to copy the same rt-crontool command, except the action will be >>RecordCorrespondence instead of SetStatus. If I'm correct in my thinking >>though, I'm worried that the actual act of sending them the correspondence >>will set a new LastUpdated, and as such I'll never actually reach the 48 >>hours of idle and close the ticket. Here's what I was planning on >>eventually having in my crontab: >> >>10 * * * * rt-crontool --search >>RT::Search::ActiveTicketsInQueue --search-arg --condition >>RT::Condition::Idle --condition-arg 48 --action >>RT::Action::SetStatus --action-arg resolved >> >>5 * * * * rt-crontool --search > > RT::Search::ActiveTicketsInQueue --search-arg > >> --condition RT::Condition::Idle --condition-arg 24 --action >>RT::Action::RecordCorrespondence --template 'Expiring Tickets' >> >>Would this just send the 'Expiring Tickets' template every 24 hours over > > and > >>over again, without ever reaching the 48 hours set in the SetStatus rule? >>I'm wondering if I should modify Idle.pm a bit so looks only at the last >>update by the requestor, not just any update? >> >>Thanks again for the modules, I've already got the first part up and >>running. >> >>Jonathan >> >>-----Original Message----- >>From: Ramon Kagan [mailto:rkagan at yorku.ca] >>Sent: Monday, February 14, 2005 11:03 AM >>To: Jonathan Reeder >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] auto-close tickets after X amount of time >> >> >>Sorry typo.. >> >>SetStatus.pm should be in .../lib/Action >> >>Ramon Kagan >>York University, Computing and Network Services >>Information Security - Senior Information Security Analyst >>(416)736-2100 #20263 >>rkagan at yorku.ca >> >>----------------------------------- ------------------------------------ >>I have not failed. I have just I don't know the secret to success, >>found 10,000 ways that don't work. but the secret to failure is >> trying to please everybody. >> - Thomas Edison - Bill Cosby >>----------------------------------- ------------------------------------ >> >>On Mon, 14 Feb 2005, Ramon Kagan wrote: >> >> >>>I have... >>> >>>In .../lib/Condition >>> >>>#cat Idle.pm >>># Author: Ramon Kagan >>># >>># Birth September 30, 2004 - 08:30 ESTEDT >>># >>># This module checks the "idleness" of a ticket" >>># >>> >>>=head1 NAME >>> >>>RT::Condition::Idle >>> >>>=head1 DESCRIPTION >>> >>>Returns true if the ticket we're operating on has been idle >>>for the number of days specified >>> >>>=cut >>> >>>package RT::Condition::Idle; >>>require RT::Condition::Generic; >>> >>>use strict; >>>use Time::ParseDate; >>>use vars qw/@ISA/; >>>@ISA = qw(RT::Condition::Generic); >>> >>> >>>=head2 IsApplicable >>> >>>If the last modified date plus the number of days specified is before >>>"now" return true >>> >>>=cut >>> >>>sub IsApplicable { >>> my $self = shift; >>> my $seconds = $self->Argument * 86400; >>> $RT::Logger->debug("Idle: Seconds is " . $seconds); >>> my $now = parsedate("now"); >>> $RT::Logger->debug("Idle: Now is " . $now); >>> my $lastdate = $self->TicketObj->LastUpdated; >>> my $last = parsedate("$lastdate"); >>> $RT::Logger->debug("Idle: Last is " . $last); >>> if ($now - $last > $seconds) { >>> return(1); >>> } >>> else { >>> return(undef); >>> } >>>} >>> >>>eval "require RT::Condition::Idle_Vendor"; >>>die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Vendor.pm}); >>>eval "require RT::Condition::Idle_Local"; >>>die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/Idle_Local.pm}); >>> >>>1; >>> >>> >>>in .../lib/SetStatus.pm >>> >>># Author: Ramon Kagan >>># >>># Birth September 8, 2004 - 08:30 ESTEDT >>># >>># This module incorporates much of the SetPriority.pm from >>># Best Practical. It changes the status of the ticket as requested >>># >>> >>>package RT::Action::SetStatus; >>>require RT::Action::Generic; >>> >>>use strict; >>>use vars qw/@ISA/; >>>@ISA=qw(RT::Action::Generic); >>> >>>#Do what we need to do and send it out. >>> >>>#What does this type of Action does >>> >>># {{{ sub Describe >>>sub Describe { >>> my $self = shift; >>> return (ref $self . " will set a ticket's status to the argument >>>provided."); >>>} >>># }}} >>> >>> >>># {{{ sub Prepare >>>sub Prepare { >>> # nothing to prepare >>> return 1; >>>} >>># }}} >>> >>>sub Commit { >>> my $self = shift; >>> $self->TicketObj->SetStatus($self->Argument); >>> >>>} >>> >>>eval "require RT::Action::SetStatus_Vendor"; >>>die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Vendor.pm}); >>>eval "require RT::Action::SetStatus_Local"; >>>die $@ if ($@ && $@ !~ qr{^Can't locate RT/Action/SetStatus_Local.pm}); >>> >>>1; >>> >>> >>>Using crontool >>> >>>rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > > > >>>--condition RT::Condition::Idle --condition-arg >>>--action RT::Action::SetStatus --action-arg >>> >>>If you want to make this hours... change the 86400 in Idle.pm to 3600 >>> >>>Hope that helps. >>> >>>Ramon Kagan >>>York University, Computing and Network Services >>>Information Security - Senior Information Security Analyst >>>(416)736-2100 #20263 >>>rkagan at yorku.ca >>> >> > ----------------------------------- ------------------------------------ > >>>I have not failed. I have just I don't know the secret to > > success, > >>>found 10,000 ways that don't work. but the secret to failure is >>> trying to please everybody. >>> - Thomas Edison - Bill Cosby >> > ----------------------------------- ------------------------------------ > >>>On Mon, 14 Feb 2005, Jonathan Reeder wrote: >>> >>> >>>>I have a ton of tickets that get sent in, picked up by a staff member, >>>>replied to with a suggestion, and then the requestor never takes the >> >>time to >> >>>>write back and say "Thanks that worked" or "Its fixed" or anything > > like > >>that >> >>>>to let us know that the ticket can be closed. So what I'd like to do > > is > >>set >> >>>>something up so that if a ticket goes 48 hours without a reply from > > the > >>>>requestor (if the owner is not nobody and a reply has been made to the >>>>requestor) then the ticket gets automatically closed. What would also >> >>be >> >>>>nice would be if I could set it up such that an email was sent after > > 12 > >>>>hours of no activity saying "If you don't reply to this ticket in 36 >> >>hours, >> >>>>it will automatically be closed." >>>> >>>>Anyone done anything like this? >>>> From rt at chaka.net Mon Feb 14 15:35:32 2005 From: rt at chaka.net (Todd Chapman) Date: Mon, 14 Feb 2005 15:35:32 -0500 Subject: [rt-users] Changing initial ticket number In-Reply-To: References: Message-ID: <20050214203532.GQ20353@chaka.net> You could write a script that creates 1,233 tickets and then use RTx::Shredder to delete them... On Mon, Feb 14, 2005 at 08:45:20AM +0000, mikula mali wrote: > I tried SQL "ALTER table ...", as it was suggested earlier on this list but > it definitely does not work with RT 3.4; is it possible that new 3.4 doesnt > rely on AUTO INCREMENT? > From jreeder at minutemenu.com Mon Feb 14 16:34:03 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 14 Feb 2005 15:34:03 -0600 Subject: [rt-users] rt-crontool -- transaction creator Message-ID: Today has seen my first use of rt-crontool, so I apologize if this question is trivial. It seems that when I use rt-crontool to modify a ticket's status, the transaction creator is always root. I'd like it to be RT_System. Am I missing something? -------------- next part -------------- An HTML attachment was scrubbed... URL: From aharrison at gmail.com Mon Feb 14 20:35:40 2005 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 14 Feb 2005 20:35:40 -0500 Subject: [rt-users] rt-crontool -- transaction creator In-Reply-To: References: Message-ID: On Mon, 14 Feb 2005 15:34:03 -0600, Jonathan Reeder wrote: > > Today has seen my first use of rt-crontool, so I apologize if this question > is trivial. > > It seems that when I use rt-crontool to modify a ticket's status, the > transaction creator is always root. I'd like it to be RT_System. Am I > missing something? Read the help text when you run the command without params. -- Andy Harrison From aharrison at gmail.com Mon Feb 14 20:37:37 2005 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 14 Feb 2005 20:37:37 -0500 Subject: [rt-users] Users Permissions through of External Authentication. In-Reply-To: <097013530AD6F24F8D21F7CABCB26A252D7F9A@MAILSRV1.aquarius.cpqd.com.br> References: <097013530AD6F24F8D21F7CABCB26A252D7F9A@MAILSRV1.aquarius.cpqd.com.br> Message-ID: > I'd like that if users authenticated by my LDAP Server and that doesn't have accounts in RT, then an account will be created, for this user, as UNPRIVILEGED user. And users that have an account in RT, could access RT normally (according with their privileges).... Is it possible?! > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo -- Andy Harrison From stephen at hknet.com Mon Feb 14 20:40:36 2005 From: stephen at hknet.com (Stephen Fung) Date: Tue, 15 Feb 2005 09:40:36 +0800 Subject: [rt-users] Users Permissions through of External Authentication. In-Reply-To: <097013530AD6F24F8D21F7CABCB26A252D7F9A@MAILSRV1.aquarius.cpqd.com.br> References: <097013530AD6F24F8D21F7CABCB26A252D7F9A@MAILSRV1.aquarius.cpqd.com.br> Message-ID: <42115314.5020304@hknet.com> http://wiki.bestpractical.com/index.cgi?LdapOverlay http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz Rodolfo de Moraes Reis wrote: > Hello There!! > > I'd like that if users authenticated by my LDAP Server and that doesn't have accounts in RT, then an account will be created, for this user, as UNPRIVILEGED user. And users that have an account in RT, could access RT normally (according with their privileges).... Is it possible?! > > Thanks in advance..... > > Rodolfo de Moraes Reis > CPqD Telecom & IT Solutions > Tel.: +55 19 3705-5986 > Fax: +55 19 3705-6786 > rmreis at cpqd.com.br > www.cpqd.com.br > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From rmreis at cpqd.com.br Tue Feb 15 06:12:29 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 15 Feb 2005 09:12:29 -0200 Subject: RES: [rt-users] Users Permissions through of External Authentication. Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F9B@MAILSRV1.aquarius.cpqd.com.br> Thank's for help...but, in my case i'm not using LDAP Server (sorry, I mentioned this on previous e-mail just to explain a kind of external authentication)... I'm using mod_auth_pam... it's a module that does the authentication by pam_smb, or either, by SAMBA (SMB). The authentication work's fine... but, is just a query! A cannot add users by this model of authentication (I don't care if there is synchronization between server authentication and RT)... And that is the point: If a user was authenticated (by my external authentication system - in my case pam_smb) and there is no account in RT for this user, then will be created an account without privileges (unchecked option "Let this user be granted rights"). And if this user has an account in RT, then the access will be according his privileges. Because, by default, when a user is created in RT (if I set the WebExternalAuto) it will be created as privileged user (checked the option "Let this user be granted rights")... and I'd like that worked as I mentioned above. Thank's ALL!!! Regards, Rodolfo. Campinas-BR -----Mensagem original----- De: Stephen Fung [mailto:stephen at hknet.com] Enviada em: segunda-feira, 14 de fevereiro de 2005 23:41 Para: Rodolfo de Moraes Reis Cc: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Users Permissions through of External Authentication. http://wiki.bestpractical.com/index.cgi?LdapOverlay http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz Rodolfo de Moraes Reis wrote: > Hello There!! > > I'd like that if users authenticated by my LDAP Server and that doesn't have accounts in RT, then an account will be created, for this user, as UNPRIVILEGED user. And users that have an account in RT, could access RT normally (according with their privileges).... Is it possible?! > > Thanks in advance..... > > Rodolfo de Moraes Reis > CPqD Telecom & IT Solutions > Tel.: +55 19 3705-5986 > Fax: +55 19 3705-6786 > rmreis at cpqd.com.br > www.cpqd.com.br > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Millard.Matt at principal.com Tue Feb 15 10:22:04 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Tue, 15 Feb 2005 09:22:04 -0600 Subject: [rt-users] Monitoring RT3 status? Message-ID: <6201DF063335254BA0D6AA7053D101170A62A20D@pfgdsmmbx006.principalusa.corp.principal.com> What are people using to monitor the status of RT3? We are in the process of rolling out a new RT3 and would like to set up some monitoring. Our monitoring solution is Nagios currently. I plan to monitor sendmail, Apache, and MySQL. Is anyone doing any sort of transaction or query based monitoring too? Thanks for any suggestions! Matt (PS - I apologize for the ugly, bandwidth wasting footer, but you know lawyers...) -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. From jparsons-lists at saffron.net Tue Feb 15 10:48:04 2005 From: jparsons-lists at saffron.net (Jason Parsons) Date: Tue, 15 Feb 2005 10:48:04 -0500 Subject: [rt-users] RT error output In-Reply-To: <0712243dec7eae2ead2b4c35cbd0a5d1@saffron.net> References: <0712243dec7eae2ead2b4c35cbd0a5d1@saffron.net> Message-ID: <4e03a249722158579ad6c01f9f868b3d@saffron.net> On 30 Jan 2005, at 00:21, Jason Parsons wrote: > > I would like to assure that RT and Mason never write errors to the > end-user (email or web interfaces). I have set LogToScreen to undef > in RT_SiteConfig.pm, however, Mason compilation errors still go to > screen. For the archives: Adding the following to RT_SiteConfig.pm causes Mason compilation errors to not be logged to screen: @MasonParameters = ( error_mode => 'fatal' ); - Jason Parsons From johnp at fmgsupport.com Tue Feb 15 11:58:58 2005 From: johnp at fmgsupport.com (John Parker) Date: Tue, 15 Feb 2005 16:58:58 -0000 Subject: [rt-users] 34.rc1 to 3.4 fault Message-ID: Hi, After running make upgrade on my system to pull in the 3.4 release I have picked up an error which is as follows: error: Can't use string ("1108486462") as an ARRAY ref while "strict refs" in use at /usr/local/lib/perl5/5.8.5/mach/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/local/lib/perl5/5.8.5/mach/Time/HiRes.pm:43 /opt/rt3/share/html/Elements/Footer:71 /opt/rt3/share/html/Elements/Login:116 /opt/rt3/local/html/autohandler:250 I can't see any obvious difference in the Footer or Login pages from the rc1 version. A fresh install into a different directory runs OK. -- Anyone?? Regards John ********************************************************************** FMG Support, FMG House, St Andrews Road, Huddersfield HD1 6NA We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting directly or indirectly from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on this e-mail, is prohibited and may be unlawful. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us [mailto:postmaster at fmgsupport.com] and delete it from your mailbox and/or any other storage mechanism. ********************************************************************** From MarkRoedel at letu.edu Tue Feb 15 12:11:10 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 15 Feb 2005 11:11:10 -0600 Subject: [rt-users] Excluding weekends when calculating due dates Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C461@RACHAEL-NEW.letnet.net> Awesome...got a rough-cut at a scrip action using this added to the wiki. Thanks a bunch! -- MarkR -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Monday, February 14, 2005 11:26 AM To: Roedel, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Excluding weekends when calculating due dates On Mon, Feb 14, 2005 at 11:23:17AM -0600, Roedel, Mark wrote: > > Has anybody done any work with calculating ticket due dates in terms of > working days instead of simple calendar days? (We'd like to have > high-priority tickets due within three days of the request, excluding > weekends.) We've done work related to this. Have a look at Business::Hours in CPAN. From 2o4tom at gmail.com Tue Feb 15 12:27:05 2005 From: 2o4tom at gmail.com (O4Tom) Date: Tue, 15 Feb 2005 10:27:05 -0700 Subject: [rt-users] Fastcgi error Message-ID: <6da9cccc0502150927195e76a8@mail.gmail.com> Hello, I'm using (or trying to use) rt 3.2.2 on a Linux box running Fedora Core 2. I've been able to get the software to show me it's web interface, but not have mail received by it. But that's not important right now. Aparently, someone changed our apache config, and blew away something relating to rt. I'm getting the following error in apache: [warn] FastCGI: (dynamic) server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds Here's what I have related to rt in the apache.conf file. Listen help.x.com:2029 (I'd want it to be accessed from the doc root on port 2029) AddModule mod_fastcgi.c Options ExecCGI #NameVirtualHost help.sfnewmexican.com AddHandler fastcgi-script .fcg .fcgi # Tell FastCGI to put its temporary files somewhere sane. #FastCgiIpcDir /tmp ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ AddDefaultCharset UTF-8 SetHandler fastcgi-script Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 All I know is that something is missing. If someone could please help me stop banging my head against a wall over this problem, that would rock. I'd much rather go back to banging my head against the wall over why the mail isn't getting to the linux box. --Tom -- The Donegal Express. http://o4tom.blogspot.com "The opinions expressed are really your opinions as well. You just refuse to admit it to yourself." From dkettmann at netlogic.net Tue Feb 15 14:24:17 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Tue, 15 Feb 2005 13:24:17 -0600 Subject: [rt-users] rt-mailgate issue and Integrating a Customer Database Message-ID: All, Hello, my previous issue with rt-mailgate has been fixed and it is working great. The only problem I am seeing, is in the 'From: and To:' fields, it is printed in raw html, not parsed html. Is that something I set up wrong? I am checked a few things out and cant figure this out. My other problem is I need to get our current customer database integrated into RT. Has anyone had success with this? An example of fields we have in the DB are: Company name Customer Name Address Phone number Any help is appreciated. I am hoping this wont be too dificult of a task as RT looks like a very good tool to have on hand. Thanks, Dave Kettmann NetLogic 636-561-0680 From r at elhames.co.uk Tue Feb 15 18:12:08 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Tue, 15 Feb 2005 23:12:08 -0000 Subject: [rt-users] Automatically add CCs to a ticket based on creation References: <05B568B2F9C45D478B78E70B029C5B8F78D4@valhalla.plusone.com> Message-ID: <009501c513b3$c646a740$52c593c3@tiger> Chris; >From Configuration->Global->Scrips create new scrip and set : Condition: On Correspond Action: Notify Requestors and Ccs Template: Correspondence (Or whatever template you have for update notification) Stage: TransactionCreate (Its always TransactionCreate) You do need to get a good understanding of your scrips, these are your RT system Roy ----- Original Message ----- From: "Covington, Chris" To: "Raed El - Hames" ; Sent: Monday, February 14, 2005 2:37 PM Subject: RE: [rt-users] Automatically add CCs to a ticket based on creation Roy, Thanks, I missed those RT_SiteConfig.pm parameters. Could you elaborate on "Then set up a scrip action to notify Requestors and CC .."? I'm not sure how to do that. Chris -----Original Message----- From: Raed El - Hames [mailto:r at elhames.co.uk] Sent: Saturday, February 12, 2005 12:26 PM To: Covington, Chris; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Automatically add CCs to a ticket based on creation Yes you can : Set it in RT_SiteConfig.pm : #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 set up a scrip action to notify Requestors and CC .. Roy ----- Original Message ----- From: "Covington, Chris" To: Sent: Saturday, February 12, 2005 1:13 PM Subject: [rt-users] Automatically add CCs to a ticket based on creation Hi all, Sometimes users will copy other employees in their questions to the help desk. How can we setup RT 3.2.1 so that these people will automatically receive updates, etc. as would the person who had created the ticket? thanks Chris _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From lists1 at neverup.com Tue Feb 15 20:32:40 2005 From: lists1 at neverup.com (amy k) Date: Tue, 15 Feb 2005 17:32:40 -0800 Subject: [rt-users] Trouble locating files Message-ID: <4212A2B8.80400@neverup.com> I am using *RT 3.4.0* I can't seem to find: rt/share/html/Search/Elements/TicketRow or rt/share/html/Search/Elements/TicketHeader referenced in http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch. Where are these files located? From jaychris47 at hotmail.com Tue Feb 15 20:38:33 2005 From: jaychris47 at hotmail.com (Jay Christopherson) Date: Tue, 15 Feb 2005 17:38:33 -0800 Subject: [rt-users] error running rt2-to-rt3 upgrade Message-ID: Can anyone tell me why some of the dumpfile script's attempts to import some ticket transactions is failing? I put the pertinent information below. If I should provide something else, please let me know. I just attempted to upgrade from RT2 to RT3, following the README. When running: ./dumpfile-to-rt3 rt2dump It would error out at this line of the dumpfile script in import_tickets (I added the DEBUG stuff so that it would keep going): unless ( $trans_obj->Id == $t->{'id'} ) { open DEBUG, ">>/tmp/rt3-foo"; print DEBUG "Couldn't create trans " . $t->{'id'} . "\n" . Dumper($t); close DEBUG; #exit; } This error occurred on 1,478 tickets out of a total of 23,498. Basically, the end result was that the ticket was imported, but missing some history. When I looked at a particular errored transaction, I could not find a reason why it would have caused a problem: Couldn't create trans 140427 $VAR1 = { 'OldValue' => '10', 'Type' => 'Give', 'Field' => 'Owner', 'Ticket' => '20718', 'Created' => '2004-12-31 00:04:28', 'id' => 140427, 'NewValue' => '1698', 'Creator' => '1698', 'ActivateScrips' => '0' }; RT2 Database Entry: mysql> select * from Transactions where Ticket='20718'; +--------+-----------------+--------+-----------+--------+--------+----------+----------+------+---------+---------------------+ | id | EffectiveTicket | Ticket | TimeTaken | Type | Field | OldValue | NewValue | Data | Creator | Created | +--------+-----------------+--------+-----------+--------+--------+----------+----------+------+---------+---------------------+ | 130616 | NULL | 20718 | 0 | Create | NULL | NULL | NULL | NULL | 5 | 2004-10-29 03:04:29 | | 140426 | NULL | 20718 | 0 | Status | Status | new | resolved | NULL | 5 | 2004-12-31 00:04:28 | | 140427 | NULL | 20718 | 0 | Give | Owner | 2 | 5 | NULL | 5 | 2004-12-31 00:04:28 | +--------+-----------------+--------+-----------+--------+--------+----------+----------+------+---------+---------------------+ 3 rows in set (0.00 sec) RT3 Imported Version of the ticket: mysql> select * from Transactions where ObjectId='20718' AND ObjectType='RT::Ticket'; +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ | id | ObjectType | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | ReferenceType | OldReference | NewReference | Data | Creator | Created | +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ | 130616 | RT::Ticket | 20718 | 0 | Create | NULL | NULL | NULL | NULL | NULL | NULL | | 1698 | 2004-10-29 03:04:29 | +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ 1 row in set (0.00 sec) From stephen at hknet.com Tue Feb 15 20:51:31 2005 From: stephen at hknet.com (Stephen Fung) Date: Wed, 16 Feb 2005 09:51:31 +0800 Subject: RES: [rt-users] Users Permissions through of External Authentication. In-Reply-To: <097013530AD6F24F8D21F7CABCB26A252D7F9B@MAILSRV1.aquarius.cpqd.com.br> References: <097013530AD6F24F8D21F7CABCB26A252D7F9B@MAILSRV1.aquarius.cpqd.com.br> Message-ID: <4212A723.7070500@hknet.com> Seems you have to write your own module to accomplish this...... Rodolfo de Moraes Reis wrote: > Thank's for help...but, in my case i'm not using LDAP Server (sorry, I mentioned this on previous e-mail just to explain a kind of external authentication)... I'm using mod_auth_pam... it's a module that does the authentication by pam_smb, or either, by SAMBA (SMB). > > The authentication work's fine... but, is just a query! A cannot add users by this model of authentication (I don't care if there is synchronization between server authentication and RT)... And that is the point: If a user was authenticated (by my external authentication system - in my case pam_smb) and there is no account in RT for this user, then will be created an account without privileges (unchecked option "Let this user be granted rights"). And if this user has an account in RT, then the access will be according his privileges. Because, by default, when a user is created in RT (if I set the WebExternalAuto) it will be created as privileged user (checked the option "Let this user be granted rights")... and I'd like that worked as I mentioned above. > > Thank's ALL!!! > Regards, > Rodolfo. > Campinas-BR > > > > -----Mensagem original----- > De: Stephen Fung [mailto:stephen at hknet.com] > Enviada em: segunda-feira, 14 de fevereiro de 2005 23:41 > Para: Rodolfo de Moraes Reis > Cc: rt-users at lists.bestpractical.com > Assunto: Re: [rt-users] Users Permissions through of External > Authentication. > > > http://wiki.bestpractical.com/index.cgi?LdapOverlay > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > > http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz > > Rodolfo de Moraes Reis wrote: > >>Hello There!! >> >>I'd like that if users authenticated by my LDAP Server and that doesn't have accounts in RT, then an account will be created, for this user, as UNPRIVILEGED user. And users that have an account in RT, could access RT normally (according with their privileges).... Is it possible?! >> >>Thanks in advance..... >> >>Rodolfo de Moraes Reis >>CPqD Telecom & IT Solutions >>Tel.: +55 19 3705-5986 >>Fax: +55 19 3705-6786 >>rmreis at cpqd.com.br >>www.cpqd.com.br >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From jesse at bestpractical.com Tue Feb 15 21:50:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Feb 2005 21:50:19 -0500 Subject: [rt-users] Trouble locating files In-Reply-To: <4212A2B8.80400@neverup.com> References: <4212A2B8.80400@neverup.com> Message-ID: <20050216025019.GH15161@bestpractical.com> On Tue, Feb 15, 2005 at 05:32:40PM -0800, amy k wrote: > I am using *RT 3.4.0* I can't seem to find: > > > rt/share/html/Search/Elements/TicketRow > rt/share/html/Search/Elements/TicketHeader These files were in RT 3.0. From jesse at bestpractical.com Tue Feb 15 23:44:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Feb 2005 23:44:34 -0500 Subject: [rt-users] [Rt-announce] RT 3.4.1 now available Message-ID: <4212CFB2.7070602@bestpractical.com> I'm pleased to announce the immediate availabilty of RT 3.4.1. This release fixes a number of small issues discovered since the release of RT 3.4.0 and features several new and updated translations. This release is immediately available from: http://download.bestpractical.com/pub/rt/release/rt-3.4.1.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.4.1.tar.gz.sig Changes since RT 3.4.0: Documentation / typos Updated 2.0 upgrade instructions README typo fix Corrected a common spelling error: perl -pi.bak -e's/seperat/separat/g; s/Seperat/Separat/g;' $(find .) Internationalization Standalone HTTP Daemon now deals properly with unicode input/output "Status" in ticket listings is now localized Fix for issues with words with Umlauts in search result listings Removed broken Malkovich translation Updated German translation from Torsten Brumm. Updated Italian translation from Angelo Turetta. Updated Czech translation from Jan Okrouhly. Applied new Hungarian translation from Attilla Mergl. Web application server Disabled automatic clearing of mason component cache on start with FastCGI. It doesn't work properly in the multiprocess environment. REST Framework (CLI) In RT's REST CLI Use the "OriginalContent" rather than our encoded one. this might make cli attachment downloads work better Web UI Query builder fixes for sites with multiple identically named custom fields Only show the TransactionBatch scrip stage if TransactionBatch scrips are enabled. --Dave Rolsky SelectOwner was displaying "Nobody" twice due to smarter backend code that broke the not-so-smart frontend. Fixed the frontend. Fixed some links that broke when RT was not installed at the server root Core A bunch of small fixes to avoid minor warnings in the RT code. --Dave Rolsky A typo prevented users from being able to revoke other users' rights on custom fields Fixes to handle large text custom fields gracefully The crontool was using local and system libs in the wrong order -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alex at longhill.brighton-hove.sch.uk Wed Feb 16 03:25:00 2005 From: alex at longhill.brighton-hove.sch.uk (Alex Harrington) Date: Wed, 16 Feb 2005 08:25:00 -0000 Subject: [rt-users] Success RT-3.4.1 Message-ID: Hi Jesse and team. Just a quick note to let you know 3.4.1 went on without hitch and is running well. Cheers -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From frobert at analogic-computers.com Wed Feb 16 04:05:29 2005 From: frobert at analogic-computers.com (Robert Fekete) Date: Wed, 16 Feb 2005 10:05:29 +0100 Subject: [rt-users] Multiple messages error on the mailing list Message-ID: <42130CD9.2030002@analogic-computers.com> An HTML attachment was scrubbed... URL: From stephen at jadevine.org.uk Wed Feb 16 04:50:32 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Wed, 16 Feb 2005 09:50:32 +0000 Subject: [rt-users] [Rt-announce] RT 3.4.1 now available In-Reply-To: <4212CFB2.7070602@bestpractical.com> References: <4212CFB2.7070602@bestpractical.com> Message-ID: <20050216095032.GA23038@computing-services.oxford.ac.uk> On Tue, Feb 15, 2005 at 11:44:34PM -0500, Jesse Vincent wrote: > I'm pleased to announce the immediate availabilty of RT 3.4.1. This > release fixes a number of small issues discovered since the release of > RT 3.4.0 and features several new and updated translations. > I have uploaded the Debian package of RT 3.4.1 to http://www.jadevine.org.uk/request-tracker/ You want request-tracker3.4_3.4.1-1_all.deb and rt3.4-clients_3.4.1-1_all.deb This includes a couple of fixes for mysql acls and alternatives handling (there is still a similar bug in the request-tracker3.2 packages though). Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From ravin.mathoora at virtualaccess.com Wed Feb 16 06:14:19 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Wed, 16 Feb 2005 11:14:19 -0000 Subject: [rt-users] Success RT-3.4.1 In-Reply-To: Message-ID: <20050216111450.BC1AB3DC1@mail.virtualaccess.com> Hi. Just wanted to know if you are running RT over SSL, is there any extra configuration that needs to be done for sendmail? I have one instance running over http and the mail works fine...but with the instance running over SSL, when someone opens a ticket, no email is generated. Both are exactly the same setup apart from the SSL setup Any help would be appreciated. Thanks in advance Best Regards, Ravin Mathoora -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Harrington Sent: 16 February 2005 08:25 To: rt-users at lists.bestpractical.com Subject: [rt-users] Success RT-3.4.1 Hi Jesse and team. Just a quick note to let you know 3.4.1 went on without hitch and is running well. Cheers -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From berking at web.de Wed Feb 16 06:46:19 2005 From: berking at web.de (Axel Berking) Date: Wed, 16 Feb 2005 12:46:19 +0100 (CET) Subject: [rt-users] Show Attachments at Tickets Message-ID: <2195.80.132.96.46.1108554379.squirrel@80.132.96.46> Hello again, i've got a question about Tickets. Sometimes the content of an email will not be shown and will be only displayed as a attachment. If the message will be displayed seemed to be an random feature. The type seems to have no influence (html/text, plain/text ..) Is there a possibility to change this? Thank you in advance From nordstrom at realnode.com Wed Feb 16 06:41:38 2005 From: nordstrom at realnode.com (Mattias Nordstrom) Date: Wed, 16 Feb 2005 11:41:38 +0000 (UTC) Subject: [rt-users] Re: How To Display Custom Field Data in RT 3.4.0 References: Message-ID: Jason A. Diegmueller doogles.com> writes: > What do I need to pass to TicketList's Format in order to display Custom > Fields, in RT 3.4? I use to use CustomField.{Name} in RT 3.2, however, > this now returns any/all custom fields. > > I see references on rt-devel to FirstCustomFieldValue, but I can't figure out > any variation or combination which makes this work. Any progress on this issue? I'm currently experiencing the same problem (3.4.1) and would like to be able to build queries with custom fields shown in the results. Sincerely, -- Mattias Nordstrom CTO Oy Realnode Ab nordstrom at realnode.com www.realnode.com From rtuser at compa.nl Wed Feb 16 06:56:28 2005 From: rtuser at compa.nl (Tom Scholten) Date: Wed, 16 Feb 2005 12:56:28 +0100 Subject: [rt-users] after upgrade from 3.2.2 -> 3.4.0 can't see history Message-ID: <20050216115628.GF99418@compa.nl> Viewing the mailinglist archives i found the following mail from Michael; > Michael Hess mhess at greenhillsschool.org > Sun Feb 6 19:26:18 EST 2005 > > * Previous message: [rt-users] Does RT start threshing if mysql has > * a problem. > * Next message: [rt-users] Reporting and stats > * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] > > I have upgraded from 3.2.2 to 3.4. I ran one set of schema changes. > Everything in the web interface seems to work just great, however when I > view a ticket, all I see is the history bar, and no comments or > correspondence. If I go back to 3.2.2 it works great. > Does anyone know what is going on? > Can I provide anyone with more information? I can't help with it, but after upgrading both my instances (test and prod) to 3.4.1 i experience the same problem. >From 3.2.2 (fbsd port install) -> 3.4.1 (manual upgrade using the tarball). I read the upgrading, made upgrade and ran the 3.3.0 and 3.3.11 upgrades from etc/upgrade as suggested (no errors/warnings) and all seemed running fine, but when viewing a ticket i DO see the lines what has happened, but i can't view what it is; Zo. jan. 30 13:13:45 2005 user at somehwere - Ticket created Zo. jan. 30 21:29:49 2005 tom - Genomen Zo. jan. 30 21:33:02 2005 tom - Correspondentie toegevoegd Zo. jan. 30 21:33:06 2005 tom - Status veranderd van nieuw naar open Viewing this ticket creates a errors in the webserver log shown below. One of the main problems could be "Unknown column 'Transactions_1.Ticket'". I don't see any column Ticket in the Transactions table either. In this case it shows the last two errors (ref. the sql errors) three times. Any suggestions? Or other db-schema updates? FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /usr/local/rt3/lib/RT/Queue_Overlay.pm line 507., referer: http://hidden/ FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 475., referer: http://hidden/ FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x9366560) couldn't execute the query 'SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.Created AS created FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = '166')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND ((main.TransactionId = Transactions_1.id)) ' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 489., referer: http://hidden/ -- Tom Scholten System shutdown, (A)bort, (R)etry, (I)nfluence with large hammer From nordstrom at realnode.com Wed Feb 16 08:06:27 2005 From: nordstrom at realnode.com (Mattias Nordstrom) Date: Wed, 16 Feb 2005 13:06:27 +0000 (UTC) Subject: [rt-users] RT 3.4 Custom Fields in Search Message-ID: Hi, How do I display Custom Fields as columns on the search results page in RT 3.4.1? The solutions found on the wiki seem to be outdated. I had custom fields there in 3.2 but the backend has apparently changed since that. Sincerely, -- Mattias Nordstrom CTO Oy Realnode Ab nordstrom at realnode.com www.realnode.com From steve at n2sw.com Wed Feb 16 09:03:19 2005 From: steve at n2sw.com (steve) Date: Wed, 16 Feb 2005 09:03:19 -0500 Subject: [rt-users] Monitoring RT3 status? In-Reply-To: <6201DF063335254BA0D6AA7053D101170A62A20D@pfgdsmmbx006.principalusa.corp.principal.com> References: <6201DF063335254BA0D6AA7053D101170A62A20D@pfgdsmmbx006.principalusa.corp.principal.com> Message-ID: <421352A7.3040207@n2sw.com> i monitor for content match, and db connections Millard, Matt wrote: > What are people using to monitor the status of RT3? We are in the process of rolling out a new RT3 > and would like to set up some monitoring. Our monitoring solution is Nagios currently. I plan to > monitor sendmail, Apache, and MySQL. Is anyone doing any sort of transaction or query based > monitoring too? > > Thanks for any suggestions! > > Matt > (PS - I apologize for the ugly, bandwidth wasting footer, but you know lawyers...) > > > -----Message Disclaimer----- > > This e-mail message is intended only for the use of the individual or > entity to which it is addressed, and may contain information that is > privileged, confidential and exempt from disclosure under applicable law. > If you are not the intended recipient, any dissemination, distribution or > copying of this communication is strictly prohibited. If you have > received this communication in error, please notify us immediately by > reply email to Connect at principal.com and delete or destroy all copies of > the original message and attachments thereto. Email sent to or from the > Principal Financial Group or any of its member companies may be retained > as required by law or regulation. > > Nothing in this message is intended to constitute an Electronic signature > for purposes of the Uniform Electronic Transactions Act (UETA) or the > Electronic Signatures in Global and National Commerce Act ("E-Sign") > unless a specific statement to the contrary is included in this message. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From coopermj at muohio.edu Wed Feb 16 10:35:27 2005 From: coopermj at muohio.edu (Micah Cooper) Date: Wed, 16 Feb 2005 10:35:27 -0500 Subject: [rt-users] Ticket callback for 3.4 Message-ID: <0be6d446126ca332ca1e404985effdec@muohio.edu> Hello, all -- We were using the EditCustomFieldsOnUpdate callback solution from the wiki, but I believe it stopped working with 3.4.x. The selector appears, but setting it when updating a ticket doesn't seem to actually get saved. Does the callback need to be modified for the new method or do I have another problem? Thanks -Micah -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available URL: From lmw94002 at hotmail.com Wed Feb 16 11:48:43 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Wed, 16 Feb 2005 11:48:43 -0500 Subject: [rt-users] after upgrade from 3.2.2 -> 3.4.0 can't see history In-Reply-To: <20050216115628.GF99418@compa.nl> Message-ID: I had a very similar situation (my log is pasted below) where all my History was missing. I didn't receive any errors when running the scripts originally. I went back and re-ran the 3.3.0 and 3.3.11 upgrade scripts for acl/schema/insert and voila, it started working. not sure why the re-running of the scripts fixed it... -Mat Feb 16 10:01:47 localhost RT: DBD::mysql::st execute failed: Table 'rt3.ObjectCustomFields' doesn't exist at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: RT::Handle=HASH(0x93d4078) couldn't execute the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '1')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.LookupType = 'RT::Queue-RT::Ticket')) AND ((main.id = ObjectCustomFields_1.CustomField)) ORDER BY ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: DBD::mysql::st execute failed: Unknown column 'Transactions_1.ObjectId' in 'where clause' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: RT::Handle=HASH(0x93d4078) couldn't execute the query 'SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.Created AS created FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = '7')) AND ((Transactions_1.ObjectId = Tickets_2.id)) AND ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.TransactionId = Transactions_1.id)) ' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: DBD::mysql::st execute failed: Unknown column 'Transactions_1.ObjectId' in 'where clause' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: RT::Handle=HASH(0x93d4078) couldn't execute the query 'SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.Created AS created FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = '7')) AND ((Transactions_1.ObjectId = Tickets_2.id)) AND ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.TransactionId = Transactions_1.id)) ' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: DBD::mysql::st execute failed: Unknown column 'Transactions_1.ObjectId' in 'where clause' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: RT::Handle=HASH(0x93d4078) couldn't execute the query 'SELECT DISTINCT main.id AS id, main.Content AS content, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.ContentEncoding AS contentencoding FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = '7')) AND ((Transactions_1.ObjectId = Tickets_2.id)) AND ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.ContentType = 'text/plain')or(main.ContentType LIKE 'message/%')or(main.ContentType = 'text')) AND ((main.TransactionId = Transactions_1.id)) ' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: DBD::mysql::st execute failed: Unknown column 'main.ObjectId' in 'where clause' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) Feb 16 10:01:47 localhost RT: RT::Handle=HASH(0x93d4078) couldn't execute the query 'SELECT DISTINCT main.* FROM Transactions main , Tickets Tickets_1 WHERE ((Tickets_1.EffectiveId = '7')) AND ((main.ObjectId = Tickets_1.id)) AND ((main.ObjectType = 'RT::Ticket')) ORDER BY main.Created ASC, main.id ASC' at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) >From: Tom Scholten >To: rt-users at lists.bestpractical.com >Subject: [rt-users] after upgrade from 3.2.2 -> 3.4.0 can't see history >Date: Wed, 16 Feb 2005 12:56:28 +0100 >MIME-Version: 1.0 >Received: from diesel.bestpractical.com ([69.25.201.132]) by >mc5-f33.hotmail.com with Microsoft SMTPSVC(6.0.3790.211); Wed, 16 Feb 2005 >04:09:10 -0800 >Received: from localhost.localdomain (localhost.localdomain [127.0.0.1])by >diesel.bestpractical.com (Postfix) with ESMTP id AF5574D80EB;Wed, 16 Feb >2005 07:10:31 -0500 (EST) >Received: from mail.compa.nl (compa.nl [213.84.231.217])by >diesel.bestpractical.com (Postfix) with ESMTP id ECAD74D80BCfor >;Wed, 16 Feb 2005 07:10:25 -0500 (EST) >Received: from localhost (localhost [127.0.0.1])by mail.compa.nl (Postfix) >with ESMTP id 09D8C1CC71for ;Wed, 16 Feb >2005 13:08:51 +0100 (CET) >Received: from mail.compa.nl ([127.0.0.1])by localhost (archangel.compa.nl >[127.0.0.1]) (amavisd-new, port 10024)with ESMTP id 51740-17 for >;Wed, 16 Feb 2005 13:08:49 +0100 (CET) >Received: by mail.compa.nl (Postfix, from userid 125)id 812E81CC70; Wed, 16 >Feb 2005 13:08:45 +0100 (CET) >Received: from localhost (localhost [127.0.0.1])by mail.compa.nl (Postfix) >with ESMTP id 6974D1CC85;Wed, 16 Feb 2005 12:56:32 +0100 (CET) >Received: from mail.compa.nl ([127.0.0.1])by localhost (archangel.compa.nl >[127.0.0.1]) (amavisd-new, port 10024)with ESMTP id 51740-15; Wed, 16 Feb >2005 12:56:28 +0100 (CET) >Received: by mail.compa.nl (Postfix, from userid 1001)id C08A41CC70; Wed, >16 Feb 2005 12:56:28 +0100 (CET) >X-Message-Info: JGTYoYF78jF9cQPQT0yRenkrtvi/WlqhGbsgr+oyrbM= >X-Original-To: rt-users at lists.bestpractical.com >Delivered-To: rt-users at diesel.bestpractical.com >X-Greylist: delayed 739 seconds by postgrey-1.16 at diesel;Wed, 16 Feb 2005 >07:10:25 EST >X-PGP-Fingerprint: 4359 6ED2 CF21 0652 302A 37A4 325B 732F A2AF 315E >User-Agent: Mutt/1.5.6i >X-Virus-Scanned: amavisd-new at compa.nl >X-Virus-Scanned: amavisd-new at compa.nl >X-BeenThere: rt-users at lists.bestpractical.com >X-Mailman-Version: 2.1.5 >Precedence: list >List-Id: "For users of RT: Request Tracker" > >List-Unsubscribe: >, >List-Archive: >List-Post: >List-Help: >List-Subscribe: >, >Errors-To: rt-users-bounces at lists.bestpractical.com >Return-Path: rt-users-bounces at lists.bestpractical.com >X-OriginalArrivalTime: 16 Feb 2005 12:09:10.0918 (UTC) >FILETIME=[52B74A60:01C51420] > >Viewing the mailinglist archives i found the following mail from >Michael; > > Michael Hess mhess at greenhillsschool.org > > Sun Feb 6 19:26:18 EST 2005 > > > > * Previous message: [rt-users] Does RT start threshing if mysql has > > * a problem. > > * Next message: [rt-users] Reporting and stats > > * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] > > > > I have upgraded from 3.2.2 to 3.4. I ran one set of schema changes. > > Everything in the web interface seems to work just great, however when I > > view a ticket, all I see is the history bar, and no comments or > > correspondence. If I go back to 3.2.2 it works great. > > > Does anyone know what is going on? > > Can I provide anyone with more information? >I can't help with it, but after upgrading both my instances (test and >prod) to 3.4.1 i experience the same problem. > > >From 3.2.2 (fbsd port install) -> 3.4.1 (manual upgrade using the >tarball). I read the upgrading, made upgrade and ran the 3.3.0 and >3.3.11 upgrades from etc/upgrade as suggested (no errors/warnings) and >all seemed running fine, but when viewing a ticket i DO see the lines >what has happened, but i can't view what it is; > >Zo. jan. 30 13:13:45 2005 user at somehwere - Ticket created >Zo. jan. 30 21:29:49 2005 tom - Genomen >Zo. jan. 30 21:33:02 2005 tom - Correspondentie toegevoegd >Zo. jan. 30 21:33:06 2005 tom - Status veranderd van nieuw naar open > >Viewing this ticket creates a errors in the webserver log shown below. >One of the main problems could be "Unknown column 'Transactions_1.Ticket'". >I don't see any column Ticket in the Transactions table either. In this >case it shows the last two errors (ref. the sql errors) three times. > >Any suggestions? Or other db-schema updates? > >FastCGI: >server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead >at /usr/local/rt3/lib/RT/Queue_Overlay.pm line 507., referer: >http://hidden/ > >FastCGI: >server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st >execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' >at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm >line 475., referer: http://hidden/ > >FastCGI: >server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >RT::Handle=HASH(0x9366560) couldn't execute the query 'SELECT DISTINCT >main.Id AS id, main.Filename AS filename, main.ContentType AS >contenttype, main.Headers AS headers, main.Subject AS subject, >main.Parent AS parent, main.ContentEncoding AS contentencoding, >main.ContentType AS contenttype, main.TransactionId AS transactionid, >main.Created AS created FROM Attachments main , Transactions >Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = >'166')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND >((main.TransactionId = Transactions_1.id)) ' at >/usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line >489., referer: http://hidden/ > >-- >Tom Scholten > > System shutdown, (A)bort, (R)etry, (I)nfluence with large hammer >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com >for details. > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rtuser at compa.nl Wed Feb 16 12:11:51 2005 From: rtuser at compa.nl (Tom Scholten) Date: Wed, 16 Feb 2005 18:11:51 +0100 Subject: [rt-users] after upgrade from 3.2.2 -> 3.4.0 can't see history In-Reply-To: References: <20050216115628.GF99418@compa.nl> Message-ID: <20050216171151.GI99418@compa.nl> Then it must be something in the calling script thats wrong, because your error shows a fail on 'ObjectId' while mine shows 'Ticket' in the Transactions table. Unknown column 'Transactions_1.Ticket' in 'where clause' The ObjectId is in my schema so thats not the problem ... ill dive a little deeper in the tarball and my own tree and try to figure where it goes wrong, if anyone has suggestions ... thanks Tom On Wed, Feb 16, 2005 at 11:48:43AM -0500, Mathew Walker wrote: > I had a very similar situation (my log is pasted below) where all my > History was missing. I didn't receive any errors when running the scripts > originally. I went back and re-ran the 3.3.0 and 3.3.11 upgrade scripts > for acl/schema/insert and voila, it started working. not sure why the > re-running of the scripts fixed it... > > -Mat > > Feb 16 10:01:47 localhost RT: DBD::mysql::st execute failed: Unknown column > 'Transactions_1.ObjectId' in 'where clause' at > > > >Viewing the mailinglist archives i found the following mail from > >Michael; > >> Michael Hess mhess at greenhillsschool.org > >> Sun Feb 6 19:26:18 EST 2005 > >> > >>From 3.2.2 (fbsd port install) -> 3.4.1 (manual upgrade using the > >tarball). I read the upgrading, made upgrade and ran the 3.3.0 and > >3.3.11 upgrades from etc/upgrade as suggested (no errors/warnings) and > >all seemed running fine, but when viewing a ticket i DO see the lines > >what has happened, but i can't view what it is; > > > >Viewing this ticket creates a errors in the webserver log shown below. > >One of the main problems could be "Unknown column 'Transactions_1.Ticket'". > >I don't see any column Ticket in the Transactions table either. In this > >case it shows the last two errors (ref. the sql errors) three times. > > > >Any suggestions? Or other db-schema updates? > > > >FastCGI: > >server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st > >execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' > >at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm > >line 475., referer: http://hidden/ > > -- Tom Scholten System shutdown, (A)bort, (R)etry, (I)nfluence with large hammer From jesse at bestpractical.com Wed Feb 16 12:19:07 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Feb 2005 12:19:07 -0500 Subject: [rt-users] Multiple messages error on the mailing list In-Reply-To: <42130CD9.2030002@analogic-computers.com> References: <42130CD9.2030002@analogic-computers.com> Message-ID: <20050216171907.GA15161@bestpractical.com> > sorry if that is not the proper place to ask, but since yesterday evening I get > all my rt messages from the mailing lists (rt-users, rt-announce) in about 15 > copies. (I had ~1600 rt messages this morning). Is that a problem on our mail > server, or do you also experence this problem? I have not seen such issues. Do the message headers indicate that diesel.bestpractical.com sent a given message twice? > > Thanks in advance for your help. > > Regards, > > Robert Fekete > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From boonstra at planet.nl Wed Feb 16 13:40:01 2005 From: boonstra at planet.nl (Sytze Boonstra) Date: Wed, 16 Feb 2005 19:40:01 +0100 Subject: [rt-users] Re: LimitWatchers to check on Queue CC: In-Reply-To: <4193DA25.9020408@planet.nl> References: <4193DA25.9020408@planet.nl> Message-ID: <42139381.5060709@planet.nl> Hello All, Just for those interested in the solution to my problem.: We have configured RT to have a queue per customer. Some key people from the customer are on the CC: list for their queue. This allows them to follow their colleagues. Most of the time these are the project managers of our customers implementation team. I have provided Selfservice access to these key people. and added a new SelfService/Element MyWatchingTickets that I copied from MyRequests. My removing the LimitWatchers line, the user get's to see all tickets he/she is entitled to. His/her own tickets and all the tickets in the queue for which he/she is on the CC: list. Regards, Sytze Sytze Boonstra wrote: > Hello All, > > I have introduced Request Tracker in our company as helpdesk tool > about half a year ago. We have started with the email interface > available for our customers only, but are currently considering > opening the web interface. > > The problem we are facing with the web interface is that our customers > are IT departments where multiple people work on the same project. We > would like these multiple people of the same customer to see the > tickets of their colleagues. In order to do that I have created a new > SelfService/Element, called MyCCTickets. It is a copy of > SelfService/Elements/MyRequest and contains two changes: > * The titlte states "[status] tickets that I watch" in stead of "My > "[status] request"". > * I have changed the line > > $MyTickets->LimitWatcher(TYPE =>'Requestor',VALUE => > $session{'CurrentUser'}->EmailAddress); > > into > > $MyTickets->LimitWatcher(TYPE =>'Cc',VALUE => > $session{'CurrentUser'}->EmailAddress); > > This works quite fine. People at our customer that CC: their > colleagues at the email sent to our helpdesk (we have the email > gateway configured to automatically create the CC: list) offer their > colleagues a view at their tickets. > > I have also set some key people at our customer (typically their > project managers) on the CC: list for their customer Queue. (We have > Request Tracker organized such that there is a queue per customer). > What I hoped for is that these people would now automatically see all > the tickets in the queue for which they are on the CC list via the > MyCCTickets element. This however is not true. > > So therefor my question. Is it possible for non priviledged users to > see the tickets for which they are indirectly on the CC: list (namely > via the CC: list of the queue in which the ticket resides) and if so > what should I do/change? Is it other use of the LimitWatchers call in > the html element, or do I need to create/change some Perl code in > Tickets.pm? > > Thanks in advance > > Sytze Boonstra > From rmreis at cpqd.com.br Wed Feb 16 13:40:29 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Wed, 16 Feb 2005 16:40:29 -0200 Subject: [rt-users] RT links Crashed...HELP-ME!! Message-ID: <097013530AD6F24F8D21F7CABCB26A250110C04E@MAILSRV1.aquarius.cpqd.com.br> Hello All, Please... I need help..... I was finding a string in ALL files (Including binaries files...I know, I must not have done it!!) into apache, rt3, perl, mysql dirs (ALL directories related with RT) and suddenly my searched crashed (Windows Explorer freezing) and now, when I startup apache everything works fine, but all links in RT (note: only links under RT VirtualHost, in others VirtualHosts everything is right!!) appears without the prefix (address) of my server. Links would have to appear as: - ..... But, it's appearing as... - I can to do logon in RT.... RT_Config.pm it's correct!!! I checked MySQL server and databases and it's right!! I checked too Apache server and it's also right (remembering that others VirtualHosts works normally)... I checked Perl intepreter and it's also working....... I have no idea what could be happen: Could be file corrupted?? Mason library?? I have no idea for where to start!!!! Please... if you have any suggestion / solution or something like this, send to list.... I will be extremely grateful!! Regards, Rodolfo de Moraes Reis CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From vakumar at blackrock.com Wed Feb 16 13:40:54 2005 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Wed, 16 Feb 2005 13:40:54 -0500 Subject: [rt-users] RT 3.4.0 CustomField changes on Bulk update Message-ID: I want to add to Stefan's remark that this is really a must-have feature for us too! Can you please add this feature to 3.4.x as well? Thanks, Vasanth -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stefan Fischer Sent: Tuesday, February 08, 2005 4:56 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.4.0 CustomField changes on Bulk update There was a patch from Matthew Meyer for 3.2.2 to implement corrections for custom field changes in bulk updates. In 3.4.0 the Custom Field behavior was massive changed and bulk updates on custom fields are now completly removed. Have somebody re-implementet this funktionality for for 3.4.0? Or can we hope to have this "must-have" feature back in a released version? Thanks, _Stefan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rtuser at compa.nl Wed Feb 16 13:43:07 2005 From: rtuser at compa.nl (Tom Scholten) Date: Wed, 16 Feb 2005 19:43:07 +0100 Subject: [rt-users] after upgrade from 3.2.2 -> 3.4.0 can't see history In-Reply-To: <20050216171151.GI99418@compa.nl> References: <20050216115628.GF99418@compa.nl> <20050216171151.GI99418@compa.nl> Message-ID: <20050216184307.GO99418@compa.nl> I also tried reinstalling on the testmachine (dropping db, removing old dir etc. etc.) but same error and no display of ticket contents ... On Wed, Feb 16, 2005 at 06:11:51PM +0100, Tom Scholten wrote: > Then it must be something in the calling script thats wrong, because > your error shows a fail on 'ObjectId' while mine shows 'Ticket' in the > Transactions table. > > Unknown column 'Transactions_1.Ticket' in 'where clause' > > The ObjectId is in my schema so thats not the problem ... ill dive a > little deeper in the tarball and my own tree and try to figure where it > goes wrong, if anyone has suggestions ... thanks > > Tom > > On Wed, Feb 16, 2005 at 11:48:43AM -0500, Mathew Walker wrote: > > I had a very similar situation (my log is pasted below) where all my > > History was missing. I didn't receive any errors when running the scripts > > originally. I went back and re-ran the 3.3.0 and 3.3.11 upgrade scripts > > for acl/schema/insert and voila, it started working. not sure why the > > re-running of the scripts fixed it... > > > > -Mat > > > > Feb 16 10:01:47 localhost RT: DBD::mysql::st execute failed: Unknown column > > 'Transactions_1.ObjectId' in 'where clause' at > > > > > > >Viewing the mailinglist archives i found the following mail from > > >Michael; > > >> Michael Hess mhess at greenhillsschool.org > > >> Sun Feb 6 19:26:18 EST 2005 > > >> > > >>From 3.2.2 (fbsd port install) -> 3.4.1 (manual upgrade using the > > >tarball). I read the upgrading, made upgrade and ran the 3.3.0 and > > >3.3.11 upgrades from etc/upgrade as suggested (no errors/warnings) and > > >all seemed running fine, but when viewing a ticket i DO see the lines > > >what has happened, but i can't view what it is; > > > > > >Viewing this ticket creates a errors in the webserver log shown below. > > >One of the main problems could be "Unknown column 'Transactions_1.Ticket'". > > >I don't see any column Ticket in the Transactions table either. In this > > >case it shows the last two errors (ref. the sql errors) three times. > > > > > >Any suggestions? Or other db-schema updates? > > > > > >FastCGI: > > >server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st > > >execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' > > >at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm > > >line 475., referer: http://hidden/ > > > > > -- > Tom Scholten > > System shutdown, (A)bort, (R)etry, (I)nfluence with large hammer > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Tom Scholten System shutdown, (A)bort, (R)etry, (I)nfluence with large hammer From trosmus at nwnexus.net Wed Feb 16 14:15:03 2005 From: trosmus at nwnexus.net (Tim Rosmus) Date: Wed, 16 Feb 2005 11:15:03 -0800 (PST) Subject: [rt-users] after upgrade from 3.2.2 -> 3.4.0 can't see history In-Reply-To: <20050216184307.GO99418@compa.nl> References: <20050216115628.GF99418@compa.nl> <20050216171151.GI99418@compa.nl> <20050216184307.GO99418@compa.nl> Message-ID: On Wed, 16 Feb 2005, Tom Scholten wrote: |# I also tried reinstalling on the testmachine (dropping db, removing old |# dir etc. etc.) but same error and no display of ticket contents ... |# Try stopping and then clearing out the rt3/var/mason_data directory and then restarting. I had the same problem with no history right after the upgrade to 3.4.1 under FastCgi. Reconfigured to mod_perl and the history was back. Then re-re-configured back to fastcgi and the history was was now there. All I can think of is that something was being cached from the older version which caused the problems. After clearing the mason_data area, both mod_perl and fascgi instances (not running at the same time) both look the same and has everything visable. -- Tim Rosmus Postmaster / USENET / DNS Northwest Nexus Inc. From rt at vtwireless.com Wed Feb 16 14:03:42 2005 From: rt at vtwireless.com (Stan) Date: Wed, 16 Feb 2005 14:03:42 -0500 Subject: [rt-users] 3.4.1 - Ticket Comments/Correspondence come up as downloads only, not inlined occasionally Message-ID: <4213990E.8090409@vtwireless.com> I just upgraded from 3.2.(latest) to 3.4.1. I upgrade my database with the two updates. Now when I view tickets, sometimes the message is included, however, regularly the message text is absent, but can be viewed by pressing 'Download (untitled)\ntext/plain (size)' It seems that it happen when the comments are emailed, or entered with the webgui. How can I have RT operate such that 3.2 did and inline these messages correctly? http://12.177.133.69/~stan/rt.jpg <- Screenie Thanks, Stan From rtuser at compa.nl Wed Feb 16 14:26:33 2005 From: rtuser at compa.nl (Tom Scholten) Date: Wed, 16 Feb 2005 20:26:33 +0100 Subject: [rt-users] after upgrade from 3.2.2 -> 3.4.0 can't see history In-Reply-To: References: <20050216115628.GF99418@compa.nl> <20050216171151.GI99418@compa.nl> <20050216184307.GO99418@compa.nl> Message-ID: <20050216192633.GA93312@compa.nl> Round of applause ... maybe this should be a 'known' in the wiki? It worked. Thanks Tim! On Wed, Feb 16, 2005 at 11:15:03AM -0800, Tim Rosmus wrote: > On Wed, 16 Feb 2005, Tom Scholten wrote: > > |# I also tried reinstalling on the testmachine (dropping db, removing old > |# dir etc. etc.) but same error and no display of ticket contents ... > |# > > Try stopping and then clearing out the rt3/var/mason_data directory > and then restarting. > -- Tom Scholten System shutdown, (A)bort, (R)etry, (I)nfluence with large hammer From rt at chaka.net Wed Feb 16 13:46:57 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 16 Feb 2005 13:46:57 -0500 Subject: [rt-users] ANNOUCE: Asset Tracker 0.9.1 Message-ID: <20050216184656.GG14753@chaka.net> I'm please to announce Asset Tracker 0.9.1. Asset Tracker (AT) is an add-on for RT 3.4. This is a beta version and is recommended only for RT development boxes. Using it in production is probably safe but I wouldn't do that yet. Features: Well, all the same great features of RT 3.4, with the exception of Scrips. Scrips should be in the 1.0 release. If you are comfortable with RT, then you should feel right at home with AT. Please see the README file for more information. WIKI There is a wiki at: http://atwiki.chaka.net/. Sorry, it's on a slow machine right now. MAILING LISTS http://atwiki.chaka.net/index.cgi?MailingLists SUBVERSION REPOSITORY svn://svn.chaka.net/ I'm looking forward to lots of great feedback. -Todd From rt at chaka.net Wed Feb 16 15:45:00 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 16 Feb 2005 15:45:00 -0500 Subject: [rt-users] referred to by and refers to link to http://rt In-Reply-To: <1108066893.1550.55.camel@localhost.localdomain> References: <1108066893.1550.55.camel@localhost.localdomain> Message-ID: <20050216204500.GV20353@chaka.net> Probably need to set $WebBaseURL in RT_SiteConfig.pm On Thu, Feb 10, 2005 at 03:21:33PM -0500, Rich Bowen wrote: > When creating a link between tickets via the "refers to" function, the > link explicitly points to http://rt/Ticket/Display.html?id=9 > > That is to say, the "http://rt" is inserted in there rather than my > correct hostname. All other links seem to be fine, at least so far. > > Yes, this is a very new installation, as you can tell from the ticket ID > number, and it's likely that I've misconfigured something somewhere. I'm > still poking around to see if that is the case. > > -- > Rich Bowen, '92 > Web Dababase Programmer > rbowen at asbury.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From sonicdivx at gmail.com Wed Feb 16 16:31:39 2005 From: sonicdivx at gmail.com (sonicDivx) Date: Wed, 16 Feb 2005 16:31:39 -0500 Subject: [rt-users] Login screen appears when clicking link Message-ID: I just had to do a clean install of 3.0.12 to replace a 3.0.11 install. Reimported the dump file and now when I login if I click on a link the login screen comes up again. I am running on Windows 2000 Thanks Kevin From scott.e.packard at jpl.nasa.gov Wed Feb 16 17:25:34 2005 From: scott.e.packard at jpl.nasa.gov (Scott Packard) Date: Wed, 16 Feb 2005 14:25:34 -0800 Subject: [rt-users] prog mailer (/bin/sh) exited with EX_TEMPFAIL Message-ID: <4213C85E.1050807@jpl.nasa.gov> Customers emailing in replies to tickets. Emails get stuck in mailqueue with the message in the Subject. This is RT-3.2.2 on a SPARC/Solaris 9 box. I looked into the archives of this list somewhat and one person suggested running one of the emails through rt-mailgate using --debug flag. I did, and here's the output: System error error: Can't call method "_Accessible" on an undefined value at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 406. context: ... 402: my $self = shift; 403: 404: no strict 'refs'; 405: 406: if ($AUTOLOAD =~ /.*::(\w+)/o && $self->_Accessible($1,'read') ) { 407: my $Attrib = $1; 408: 409: *{$AUTOLOAD} = sub { return ($_[0]->_Value($Attrib))}; 410: return($self->_Value($Attrib)); ... code stack: /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:406 /usr/local/rt3/local/lib/RT/Interface/Email/Auth/MailFrom_Local.pm:46 /usr/local/rt3/lib/RT/Interface/Email.pm:500 /usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31 My brain is pretty stuffed this week from all the other borken hardware and software. I'd prefer not to "try the latest version" as I remember much pain and suffering getting this to work the first time on this box. As much as I hate saying this, could you solve my problem for me? Regards, Scott From ccovington at plusone.com Wed Feb 16 17:53:21 2005 From: ccovington at plusone.com (Covington, Chris) Date: Wed, 16 Feb 2005 17:53:21 -0500 Subject: [rt-users] auto-refresh default Message-ID: <05B568B2F9C45D478B78E70B029C5B8F7909@valhalla.plusone.com> Hi all, Is it possible to have RT 3.2.1 auto-refresh pages by default, instead of the user having to choose "Refresh this page every X minutes"? --- Chris Covington IT Plus One Holdings, Inc. 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From jreeder at minutemenu.com Wed Feb 16 18:02:31 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Wed, 16 Feb 2005 17:02:31 -0600 Subject: [rt-users] Change output of 'Requestors' in search results Message-ID: When a ticket search's output includes 'Requestors', I would like the requestor's - to show instead of his/her email address. I'm certain that given enough time I can find the right mason component and make the adjustment, but I figured I'd ask here to see if anyone can tell me what component I should be looking at. I've been looking though /Elements/TicketList, but I think that component is too late in the process, as I need to find the point where the results are actually being queried from the DB and probably change the select columns. Any help is appreciated. Jonathan Reeder -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jeffrey.Botts at admin.utah.edu Wed Feb 16 18:04:48 2005 From: Jeffrey.Botts at admin.utah.edu (Jeffrey Botts) Date: Wed, 16 Feb 2005 16:04:48 -0700 Subject: [rt-users] Fetchmail and RT mail Gateway Message-ID: Hello, I have installed RT 3.0.12 on a windows 2003 server system and I am using Fetchmail to download email from multiple email servers. The email poll worked but now does not. I am receiving the error MDA returned nonzero status 127 not flushed. Does anyone have any ideas what is happening? -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Wed Feb 16 18:29:54 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 16 Feb 2005 18:29:54 -0500 Subject: [rt-users] Change output of 'Requestors' in search results In-Reply-To: References: Message-ID: <20050216232954.GW20353@chaka.net> html/Elements/RT__Ticket/ColumnManp There is a callback in the component... On Wed, Feb 16, 2005 at 05:02:31PM -0600, Jonathan Reeder wrote: > When a ticket search's output includes 'Requestors', I would like the > requestor's - to show instead of his/her email > address. I'm certain that given enough time I can find the right mason > component and make the adjustment, but I figured I'd ask here to see if > anyone can tell me what component I should be looking at. I've been looking > though /Elements/TicketList, but I think that component is too late in the > process, as I need to find the point where the results are actually being > queried from the DB and probably change the select columns. > > Any help is appreciated. > > Jonathan Reeder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From djones at proofpoint.com Wed Feb 16 18:44:20 2005 From: djones at proofpoint.com (Dayton Jones) Date: Wed, 16 Feb 2005 15:44:20 -0800 Subject: [rt-users] Config Issue, Apache won't start - need help please Message-ID: <9A30794A885AC24FBD56A0196BEBC32B600670@marathon.us.proofpoint.com> I've just installed RT 3.4.1, but I'm having an issue with Apache. I'm running Red Hat Enterprise Linux ES release 3 (Taroon Update 4) and Apache/2.0.53, mod_perl 2.0, perl 5.8.3. When I try to restart apache it fails. If I comment out the following lines in httpd.conf: PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl apache will start but of course RT will not run. The error that apachectl displays is: /usr/local/bin/apachectl: line100: 1214 Segmentation fault $HTTPD -k $ARGV ServerName DocumentRoot /opt/rt3/share/html ServerAdmin webmaster at nakedbox.net ErrorLog logs/rt-error_log CustomLog logs/rt-access_log common PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason From stephen at hknet.com Wed Feb 16 20:16:57 2005 From: stephen at hknet.com (Stephen Fung) Date: Thu, 17 Feb 2005 09:16:57 +0800 Subject: [rt-users] auto-refresh default In-Reply-To: <05B568B2F9C45D478B78E70B029C5B8F7909@valhalla.plusone.com> References: <05B568B2F9C45D478B78E70B029C5B8F7909@valhalla.plusone.com> Message-ID: <4213F089.9030506@hknet.com> I have the same problem before and I eventually found a not so perfect way to solve it. I copy the file /share/html/Elements/Login to /local/html/Elements/Login and insert a line below the "Login" button HTML code like this: <-- Insert this This will change the default refresh time to 2 mins. Covington, Chris wrote: > Hi all, > > Is it possible to have RT 3.2.1 auto-refresh pages by default, instead > of the user having to choose "Refresh this page every X minutes"? > > --- > Chris Covington > IT > Plus One Holdings, Inc. > 75 Maiden Lane Suite 801 > NY, NY 10038 > 646-312-6269 > http://www.plusoneactive.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From torsten.brumm at kuehne-nagel.com Thu Feb 17 02:21:06 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC) Date: Thu, 17 Feb 2005 08:21:06 +0100 Subject: [rt-users] Offline Edits Message-ID: Hi RT Users, a dump Question, but i can't find anything at the Manuals. What does this Offline Edit Modus means? How does it work? Does anyone using it? Is there a documentation for? Thanks for help. Torsten Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer ____________________________________________________ Kuehne+Nagel AG & Co KG HAM MI-IC / Corporate IT Ferdinand Strasse 29-33 D-20095 Hamburg Germany Tel: +49 40 329 15 199 Gsm: +49 17 362 66 693 -------------- next part -------------- A non-text attachment was scrubbed... Name: Torsten Brumm.vcf Type: text/x-vcard Size: 840 bytes Desc: not available URL: From jean-pierre.cartal at rld.fr Thu Feb 17 02:02:40 2005 From: jean-pierre.cartal at rld.fr (jean-pierre Cartal) Date: Thu, 17 Feb 2005 08:02:40 +0100 Subject: [rt-users] RT upgrade problem Message-ID: <1108623761.6322.12.camel@rld010-190.montrouge.rld.fr> Hello, I upgraded from rt 3.2.1 to 3.4.1 and the search link is not working anymore. Here's the error message I get when I click on the ticket link : error: too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257 context: ... 187: # whether they should generate a full stack trace (confess() and cluck ()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/lib/perl5/5.8.4/Carp.pm:191 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):283 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al):266 /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1257 /usr/local/rt3/share/html/RTIR/Elements/SearchFields:63 /usr/local/rt3/share/html/RTIR/Listing.html:36 /usr/local/rt3/share/html/RTIR/autohandler:2 /usr/local/rt3/share/html/autohandler:215 raw error too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257 Trace begun at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257^J') called at /usr/lib/perl5/5.8.4/Carp.pm line 191 Carp::croak('too many arguments') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al) line 71 Storable::logcroak('too many arguments') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 283 Storable::_freeze('CODE(0x852c8e4)', 'REF(0x998e2ac)', 'SCALAR(0x998e564)', 'SCALAR(0x999dc44)', 'SCALAR(0x999db54)') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al) line 266 Storable::freeze('REF(0x998e2ac)', 'SCALAR(0x998e564)', 'SCALAR(0x999dc44)', 'SCALAR(0x999db54)') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257 RT::Tickets::FreezeLimits('RT::Tickets=HASH(0x999dd58)') called at /usr/local/rt3/share/html/RTIR/Elements/SearchFields line 63 HTML::Mason::Commands::__ANON__('Path', '/RTIR/Listing.html', 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0x99e5468)', 'Path', '/RTIR/Listing.html', 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Path', '/RTIR/Listing.html', 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/local/rt3/share/html/RTIR/Listing.html line 36 HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0x98bad04)', 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next ('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)') called at /usr/local/rt3/share/html/RTIR/autohandler line 2 HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0x985c5f4)', 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next ('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/local/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH (0x98666d8)', 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'NewSearch', 1, 'Queue', 'Incidents') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH (0x983a048)') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec ('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)') called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request ('HTML::Mason::ApacheHandler=HASH(0x9345d30)', 'Apache::RequestRec=SCALAR(0x996c3c8)') called at /usr/local/rt3/bin/webmux.pl line 136 eval {...} at /usr/local/rt3/bin/webmux.pl line 136 RT::Mason::handler('Apache::RequestRec=SCALAR(0x996c3c8)') called at -e line 0 eval {...} at -e line 0 I managed to have the search function working again by commenting or deleting all call to the FreezeLimits function in : share/html/Search/Elements/PickRestriction share/html/Search/Elements/TicketHeaderCell share/html/Search/Listing.html Apparently somebody else is experiencing the exact same problem : http://www.gossamer-threads.com/lists/rt/users/40780 Did anyone else had this problem and more important found a solution ? Regards. From lists5 at fadedforce.com Thu Feb 17 02:04:04 2005 From: lists5 at fadedforce.com (Michael T. Anderson) Date: Wed, 16 Feb 2005 23:04:04 -0800 Subject: [rt-users] Trouble locating files In-Reply-To: <20050216025019.GH15161@bestpractical.com> Message-ID: <200502162259812.SM00948@pokey> > On Tue, Feb 15, 2005 at 05:32:40PM -0800, amy k wrote: > > I am using *RT 3.4.0* I can't seem to find: > > > > > > rt/share/html/Search/Elements/TicketRow > > rt/share/html/Search/Elements/TicketHeader > > These files were in RT 3.0. So, the solution to this problem is to remove 3.4 and re-install 3.0? Should I update the DisplayCustomFieldsInTicketSearch wiki page to let everyone know that you can only display custom fields in ticket search if you are using 3.0? I don't understand why there is such a lack of help given to people trying to use and customize RT. You don't even seem to care much that you are being absolutely no help, I don't understand why you even bothered to respond! You give no help, no workaround, no nothing! You act like the wiki page she referenced was on some third party site and those guys should update it because it's wrong now. But it's not a third party wiki, it's your own! Why don't you fix it or at least tell someone what they can do to go fix it so we don't bother you? Please tell me I'm horribly mistaken and this is all a big misunderstanding. From jesse at bestpractical.com Thu Feb 17 02:32:29 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 17 Feb 2005 02:32:29 -0500 Subject: [rt-users] RT upgrade problem In-Reply-To: <1108623761.6322.12.camel@rld010-190.montrouge.rld.fr> References: <1108623761.6322.12.camel@rld010-190.montrouge.rld.fr> Message-ID: <20050217073229.GD15161@bestpractical.com> On Thu, Feb 17, 2005 at 08:02:40AM +0100, jean-pierre Cartal wrote: > Hello, > > I upgraded from rt 3.2.1 to 3.4.1 and the search link is not working > anymore. That sure looks like you're using RTIR. And there's no production release of RTIR that works right on RT 3.2. What release are you running? From jesse at bestpractical.com Thu Feb 17 02:39:13 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 17 Feb 2005 02:39:13 -0500 Subject: [rt-users] Trouble locating files In-Reply-To: <200502162259812.SM00948@pokey> References: <20050216025019.GH15161@bestpractical.com> <200502162259812.SM00948@pokey> Message-ID: <20050217073913.GE15161@bestpractical.com> On Wed, Feb 16, 2005 at 11:04:04PM -0800, Michael T. Anderson wrote: > > On Tue, Feb 15, 2005 at 05:32:40PM -0800, amy k wrote: > > > I am using *RT 3.4.0* I can't seem to find: > > > > > > > > > rt/share/html/Search/Elements/TicketRow > > > rt/share/html/Search/Elements/TicketHeader > > > > These files were in RT 3.0. > > So, the solution to this problem is to remove 3.4 and re-install 3.0? Should > I update the DisplayCustomFieldsInTicketSearch wiki page to let everyone > know that you can only display custom fields in ticket search if you are > using 3.0? Well, that's not quite what I said. Since RT 3.2.0, adding custom fields to search results is a point and click operation in the GUI. Amy asked where the files lived in 3.4 and I dropped a quick note to tell her that they don't exist in the current version. We're incredibly busy and don't have time to police every user contributed page on the wiki. I try to lend a hand on the mailinglists when I have time, but that's quite often at times like now, 2:30AM, when I've been working all day. I'm terribly sorry I told Amy that the files she was looking for don't exist in the current version of the free software that my company makes and gives away. I promise I won't do it again. > I don't understand why there is such a lack of help given to people trying > to use and customize RT. You don't even seem to care much that you are being > absolutely no help, I don't understand why you even bothered to respond! You > give no help, no workaround, no nothing! You act like the wiki page she > referenced was on some third party site and those guys should update it > because it's wrong now. But it's not a third party wiki, it's your own! Why > don't you fix it or at least tell someone what they can do to go fix it so > we don't bother you? > > Please tell me I'm horribly mistaken and this is all a big misunderstanding. > -- From jean-pierre.cartal at rld.fr Thu Feb 17 02:50:32 2005 From: jean-pierre.cartal at rld.fr (jean-pierre Cartal) Date: Thu, 17 Feb 2005 08:50:32 +0100 Subject: [rt-users] RT upgrade problem In-Reply-To: <20050217073229.GD15161@bestpractical.com> References: <1108623761.6322.12.camel@rld010-190.montrouge.rld.fr> <20050217073229.GD15161@bestpractical.com> Message-ID: <1108626632.6322.17.camel@rld010-190.montrouge.rld.fr> In fact RTIR is installed but we're not using it at all. I tried to remove it but I surely missed something as I still get the error message. i removed all RTIR directory and files found under /opt/rt3, is there something else I should do ? Regards. Le jeudi 17 f?vrier 2005 ? 02:32 -0500, Jesse Vincent a ?crit : > > > On Thu, Feb 17, 2005 at 08:02:40AM +0100, jean-pierre Cartal wrote: > > Hello, > > > > I upgraded from rt 3.2.1 to 3.4.1 and the search link is not working > > anymore. > > > That sure looks like you're using RTIR. And there's no production > release of RTIR that works right on RT 3.2. What release are you > running? > -- Jean-Pierre Cartal Responsable infrastructure et s?curit? RLD GSM : 06 78 75 08 35 LD : 01 55 58 58 31 Fax : 01 55 58 58 01 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists5 at fadedforce.com Thu Feb 17 03:10:56 2005 From: lists5 at fadedforce.com (Michael T. Anderson) Date: Thu, 17 Feb 2005 00:10:56 -0800 Subject: [rt-users] Trouble locating files In-Reply-To: <20050217073913.GE15161@bestpractical.com> Message-ID: <200502170006515.SM00948@pokey> > Well, that's not quite what I said. Since RT 3.2.0, adding > custom fields to search results is a point and click > operation in the GUI. Amy asked where the files lived in 3.4 > and I dropped a quick note to tell her that they don't exist > in the current version. We're incredibly busy and don't have > time to police every user contributed page on the wiki. I try > to lend a hand on the mailinglists when I have time, but > that's quite often at times like now, 2:30AM, when I've been > working all day. I'm terribly sorry I told Amy that the files > she was looking for don't exist in the current version of the > free software that my company makes and gives away. I promise > I won't do it again. I appreciate the fact that you are very busy working on this free software. I think we are all willing to help out however we can but your reply just seemed like it couldn't possibly help anyone. Anyways, I don't want to make this a big deal, and I'll go ahead and add your second sentence above to the wiki page in question. From ravin.mathoora at virtualaccess.com Thu Feb 17 04:30:32 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Thu, 17 Feb 2005 09:30:32 -0000 Subject: [rt-users] Autogenerating emails when tickets are created Message-ID: <20050217093106.9E2A23DCB@mail.virtualaccess.com> Hi, has anybody seen this before? I have rt running over https and when the ticket is created by the end user, it tries to email the end user with the default scrip that is associated with a new queue. Can anybody help on this one? The emails are not being sent to the creator of the ticket... Thanks in advance for the help! [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #152 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #153 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #154 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #155 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to prepare scrips for transaction #155 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Thu Feb 17 09:15:22 2005] [debug]: Found 3 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Thu Feb 17 09:15:22 2005] [error]: Scrip Prepare 3 died. - Can't locate object method "output_prefix" via package "MIME::Parser" at /opt/rt3/lib/RT/Template _Overlay.pm line 354. Stack: [/opt/rt3/lib/RT/Template_Overlay.pm:354] [/opt/rt3/lib/RT/Action/SendEmail.pm:112] [/opt/rt3/lib/RT/Action/Autoreply.pm:63] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220] [/opt/rt3/lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/lib/RT/Scrips_Overlay.pm:235] [/opt/rt3/lib/RT/Transaction_Overlay.pm:160] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720] [/opt/rt3/lib/RT/Interface/Web.pm:385] [/opt/rt3/share/html/SelfService/Display.html:106] [/opt/rt3/share/html/autohandler:215] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480) [Thu Feb 17 09:15:23 2005] [error]: Scrip Prepare 4 died. - Can't locate object method "output_prefix" via package "MIME::Parser" at /opt/rt3/lib/RT/Template _Overlay.pm line 354. Stack: [/opt/rt3/lib/RT/Template_Overlay.pm:354] [/opt/rt3/lib/RT/Action/SendEmail.pm:112] [/opt/rt3/lib/RT/Action/Notify.pm:65] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220] [/opt/rt3/lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/lib/RT/Scrips_Overlay.pm:235] [/opt/rt3/lib/RT/Transaction_Overlay.pm:160] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720] [/opt/rt3/lib/RT/Interface/Web.pm:385] [/opt/rt3/share/html/SelfService/Display.html:106] [/opt/rt3/share/html/autohandler:215] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480) [Thu Feb 17 09:15:23 2005] [debug]: About to commit scrips for transaction #155 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Thu Feb 17 09:15:23 2005] [info]: Ticket 15 created in queue 'Report a fault with the SMG' by pipex (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) [Thu Feb 17 09:16:53 2005] [info]: Successful login for root from 62.77.191.193 (/opt/rt3/share/html/autohandler:197) [Thu Feb 17 09:17:00 2005] [debug]: About to think about scrips for transaction #156 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:17:00 2005] [debug]: About to prepare scrips for transaction #156 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Thu Feb 17 09:17:01 2005] [debug]: Found 3 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Thu Feb 17 09:17:01 2005] [error]: Scrip Prepare 8 died. - Can't locate object method "output_prefix" via package "MIME::Parser" at /opt/rt3/lib/RT/Template _Overlay.pm line 354. Stack: [/opt/rt3/lib/RT/Template_Overlay.pm:354] [/opt/rt3/lib/RT/Action/SendEmail.pm:112] [/opt/rt3/lib/RT/Action/Notify.pm:65] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220] [/opt/rt3/lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/lib/RT/Scrips_Overlay.pm:235] [/opt/rt3/lib/RT/Transaction_Overlay.pm:160] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2369] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2255] [/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82] [/opt/rt3/share/html/Ticket/Update.html:132] [/opt/rt3/share/html/autohandler:215] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480) [Thu Feb 17 09:17:01 2005] [error]: Scrip Prepare 9 died. - Can't locate object method "output_prefix" via package "MIME::Parser" at /opt/rt3/lib/RT/Template _Overlay.pm line 354. Stack: [/opt/rt3/lib/RT/Template_Overlay.pm:354] [/opt/rt3/lib/RT/Action/SendEmail.pm:112] [/opt/rt3/lib/RT/Action/Notify.pm:65] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220] [/opt/rt3/lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/lib/RT/Scrips_Overlay.pm:235] [/opt/rt3/lib/RT/Transaction_Overlay.pm:160] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2369] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2255] [/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82] [/opt/rt3/share/html/Ticket/Update.html:132] [/opt/rt3/share/html/autohandler:215] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480) [Thu Feb 17 09:17:06 2005] [debug]: About to think about scrips for transaction #157 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:17:06 2005] [debug]: About to prepare scrips for transaction #157 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Thu Feb 17 09:17:06 2005] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Thu Feb 17 09:17:06 2005] [debug]: About to commit scrips for transaction #157 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) Best Regards, Ravin _________________________________ Ravin Mathoora Managed Services Team, Virtual Access (Ireland) Ltd. Unit 18, Trinity College Enterprise Centre, Pearse Street, Dublin 2, Ireland Tel:+353 1 604 1827 Fax: +353 1 670 5380 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1032 bytes Desc: not available URL: From ravin.mathoora at virtualaccess.com Thu Feb 17 04:45:48 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Thu, 17 Feb 2005 09:45:48 -0000 Subject: [rt-users] Autogenerating emails when ticket is created Message-ID: <20050217094623.3E1273DC1@mail.virtualaccess.com> Hi I am running RT 3.4.1 over https and for some reason the person that creates a ticket, does not receive an email. I am using the default scrips that are associated with a queue. The error reported in the log file is below. Any help on this would be appreciated. Thanks in advance. [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #152 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #153 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #154 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to think about scrips for transaction #155 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Thu Feb 17 09:15:22 2005] [debug]: About to prepare scrips for transaction #155 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Thu Feb 17 09:15:22 2005] [debug]: Found 3 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Thu Feb 17 09:15:22 2005] [error]: Scrip Prepare 3 died. - Can't locate object method "output_prefix" via package "MIME::Parser" at /opt/rt3/lib/RT/Template _Overlay.pm line 354. Stack: [/opt/rt3/lib/RT/Template_Overlay.pm:354] [/opt/rt3/lib/RT/Action/SendEmail.pm:112] [/opt/rt3/lib/RT/Action/Autoreply.pm:63] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220] [/opt/rt3/lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/lib/RT/Scrips_Overlay.pm:235] [/opt/rt3/lib/RT/Transaction_Overlay.pm:160] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720] [/opt/rt3/lib/RT/Interface/Web.pm:385] [/opt/rt3/share/html/SelfService/Display.html:106] [/opt/rt3/share/html/autohandler:215] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480) [Thu Feb 17 09:15:23 2005] [error]: Scrip Prepare 4 died. - Can't locate object method "output_prefix" via package "MIME::Parser" at /opt/rt3/lib/RT/Template _Overlay.pm line 354. Stack: [/opt/rt3/lib/RT/Template_Overlay.pm:354] [/opt/rt3/lib/RT/Action/SendEmail.pm:112] [/opt/rt3/lib/RT/Action/Notify.pm:65] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220] [/opt/rt3/lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/lib/RT/Scrips_Overlay.pm:235] [/opt/rt3/lib/RT/Transaction_Overlay.pm:160] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720] [/opt/rt3/lib/RT/Interface/Web.pm:385] [/opt/rt3/share/html/SelfService/Display.html:106] [/opt/rt3/share/html/autohandler:215] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480) [Thu Feb 17 09:15:23 2005] [debug]: About to commit scrips for transaction #155 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Thu Feb 17 09:15:23 2005] [info]: Ticket 15 created in queue 'Report a fault with the SMG' by pipex (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) Best Regards, Ravin _________________________________ Ravin Mathoora Managed Services Team, Virtual Access (Ireland) Ltd. Unit 18, Trinity College Enterprise Centre, Pearse Street, Dublin 2, Ireland Tel:+353 1 604 1827 Fax: +353 1 670 5380 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1032 bytes Desc: not available URL: From sherrera at draeger.es Thu Feb 17 10:49:01 2005 From: sherrera at draeger.es (draeger draeger) Date: Thu, 17 Feb 2005 10:49:01 Subject: [rt-users] fetchmail: MDA returned nonzero status 127 Message-ID: <1108633741.20649@mail.infomail.es> Hi, everyone. I have recently installed rt-3.4.0-test1.exe (the Windows distribution from http://p4.elixus.org/dist/), and everything worked fine until I tried to use the email gateway. When I run the rt-mailgate script, fetchmail logs correctly into the server and detects the pending emails, but when it tries to read them I get the following error: fetchmail: MDA returned nonzero status 127 I have tried looking for a solution in the list archives, but the proposed solution of changing the owner of the script and updating cygwin1.dll does not work for me. I have also tried creating the c:\cygwin\home folders, to no avail (the .fetchmail.pid gets created in my Windows home directory, in Documents and Settings) Can anyone help? Thanks in advance, Silvio Sergio Herrera Gea Dr?ger Medical Hispania, S.A. _____________________________________________________________________ Mensaje analizado y protegido, tecnologia antivirus www.trendmicro.es From arnd at invers.com Thu Feb 17 07:57:18 2005 From: arnd at invers.com (Arnd Steinbrecher) Date: Thu, 17 Feb 2005 13:57:18 +0100 Subject: [rt-users] Problems with big attachments >1MB rt 3.4.1 Message-ID: <1889109046.20050217135718@invers.com> If i send attachmants > 1MB to my rt system, it drops them. I got in /var/log/messages: >Feb 17 10:05:50 ticket RT: DBD::mysql::st execute failed: Got a packet bigger than 'max_allowed_packet' at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) >Feb 17 10:05:50 ticket RT: RT::Handle=HASH(0x973b9a4) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, >Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) >Feb 17 10:05:50 ticket RT: Attachment insert failed - Got a packet bigger than 'max_allowed_packet' >(/opt/rt3/lib/RT/Attachment_Overlay.pm:207) I leaved untoched in RT_SiteConfig: ># For mysql and oracle, we set this size at 10 megabytes. ># If you're running a postgres version earlier than 7.1, you will need ># to drop this to 8192. (8k) > >Set($MaxAttachmentSize , 10000000); Anyone know where to set the 'max_allowed_packet' option? I guessed it may be a mysql option, but i can't find a configfile for mysql (searched "my.cnf"). Got rpms MySQL-server-4.0.23-0.i386 and MySQL-shared-4.0.23-0.i386 installed and run it with "rcmysql start". I use rt-3.4.1 on Suse 9.2 with Apache 1.3.33 and mod_perl 1.29 -- Mit freundlichen Gr??en Arnd Steinbrecher Invers GmbH From nordstrom at realnode.com Thu Feb 17 08:43:19 2005 From: nordstrom at realnode.com (Mattias Nordstrom) Date: Thu, 17 Feb 2005 13:43:19 +0000 (UTC) Subject: [rt-users] Re: RT 3.4 Custom Fields in Search References: Message-ID: Mattias Nordstrom realnode.com> writes: > How do I display Custom Fields as columns on the search results page in RT > 3.4.1? The solutions found on the wiki seem to be outdated. I had custom fields > there in 3.2 but the backend has apparently changed since that. I noticed that by selecting the appropriate queue in the query builder and adding it as a criteria, the custom fields became available. So quite easy :) -- Mattias Nordstrom CTO Oy Realnode Ab nordstrom at realnode.com www.realnode.com From wce at ausdig.com Thu Feb 17 09:10:30 2005 From: wce at ausdig.com (Will Ernst) Date: Thu, 17 Feb 2005 08:10:30 -0600 Subject: [rt-users] fetchmail: MDA returned nonzero status 127 In-Reply-To: <1108633741.20649@mail.infomail.es> Message-ID: <200502171410.j1HEASPa006820@ms-smtp-05-eri0.texas.rr.com> I /just/ finished dealing with this one as well. The cygwin1.dll update seems to have been the fix for me. Did you give Everyone the rights to createTicket and replyToTicket? That's all I have to offer, so I hope that helps. -will -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of draeger draeger Sent: Thursday, February 17, 2005 10:49 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] fetchmail: MDA returned nonzero status 127 Hi, everyone. I have recently installed rt-3.4.0-test1.exe (the Windows distribution from http://p4.elixus.org/dist/), and everything worked fine until I tried to use the email gateway. When I run the rt-mailgate script, fetchmail logs correctly into the server and detects the pending emails, but when it tries to read them I get the following error: fetchmail: MDA returned nonzero status 127 I have tried looking for a solution in the list archives, but the proposed solution of changing the owner of the script and updating cygwin1.dll does not work for me. I have also tried creating the c:\cygwin\home folders, to no avail (the .fetchmail.pid gets created in my Windows home directory, in Documents and Settings) Can anyone help? Thanks in advance, Silvio Sergio Herrera Gea Dr?ger Medical Hispania, S.A. _____________________________________________________________________ Mensaje analizado y protegido, tecnologia antivirus www.trendmicro.es _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- No virus found in this incoming message. Checked by AVG Anti-Virus. Version: 7.0.300 / Virus Database: 265.8.8 - Release Date: 2/14/2005 -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.300 / Virus Database: 265.8.8 - Release Date: 2/14/2005 From bpinksto at centenary.edu Thu Feb 17 09:43:33 2005 From: bpinksto at centenary.edu (Brad Pinkston) Date: Thu, 17 Feb 2005 08:43:33 -0600 Subject: [rt-users] RT2 to RT3 upgrade advice Message-ID: <4214AD95.6030901@centenary.edu> I am planning my RT2 to RT3 upgrade in the next week and was hoping anyone could offer their advice or problems they've had with the upgrade. My plan was to backup my database and filesystem, reload server with updated Linux OS, reinstall RT2, upgrade to RT3 using scripts provided for database migration. My RT2 interface is customized a little bit, but it's all simple visual, we haven't affected the working of the program. Are their any things I should watch out for in a pretty straight forward upgrade? Sorry to post this if it's already been posted, I couldn't remember where to go to search the archives. -- Brad Pinkston Firewall/Network Administrator Check Point CCSA Centenary College of LA (318) 869-5721 bpinksto at centenary.edu From barnesaw at ucrwcu.rwc.uc.edu Thu Feb 17 09:50:51 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 17 Feb 2005 09:50:51 -0500 Subject: [rt-users] RT2 to RT3 upgrade advice In-Reply-To: <4214AD95.6030901@centenary.edu> References: <4214AD95.6030901@centenary.edu> Message-ID: <4214AF4B.9000306@ucrwcu.rwc.uc.edu> I would do the rt2-to-dumpfile before you rebuild the server so that you are dumping using the old version of DBIx::SearchBuilder. There have been some issues with the newer versions dumping the data correctly. Once that is done, there is no reason to re-install RT2 at all and you can do a fresh install of 3.2 and run the dumpfile-to-rt3 script. After that, you can do an upgrade to 4.4 if you so desire. Brad Pinkston wrote: > I am planning my RT2 to RT3 upgrade in the next week and was hoping > anyone could offer their advice or problems they've had with the upgrade. > > My plan was to backup my database and filesystem, reload server with > updated Linux OS, reinstall RT2, upgrade to RT3 using scripts provided > for database migration. My RT2 interface is customized a little bit, > but it's all simple visual, we haven't affected the working of the > program. Are their any things I should watch out for in a pretty > straight forward upgrade? > > Sorry to post this if it's already been posted, I couldn't remember > where to go to search the archives. > From barnesaw at ucrwcu.rwc.uc.edu Thu Feb 17 10:17:38 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 17 Feb 2005 10:17:38 -0500 Subject: [rt-users] RT2 to RT3 upgrade advice In-Reply-To: <4214AF4B.9000306@ucrwcu.rwc.uc.edu> References: <4214AD95.6030901@centenary.edu> <4214AF4B.9000306@ucrwcu.rwc.uc.edu> Message-ID: <4214B592.7020802@ucrwcu.rwc.uc.edu> And of course, I meant upgrade to 3.4, not to 4.4. Drew Barnes wrote: > I would do the rt2-to-dumpfile before you rebuild the server so that > you are dumping using the old version of DBIx::SearchBuilder. There > have been some issues with the newer versions dumping the data correctly. > > Once that is done, there is no reason to re-install RT2 at all and you > can do a fresh install of 3.2 and run the dumpfile-to-rt3 script. > After that, you can do an upgrade to 4.4 if you so desire. > > Brad Pinkston wrote: > >> I am planning my RT2 to RT3 upgrade in the next week and was hoping >> anyone could offer their advice or problems they've had with the >> upgrade. >> >> My plan was to backup my database and filesystem, reload server with >> updated Linux OS, reinstall RT2, upgrade to RT3 using scripts >> provided for database migration. My RT2 interface is customized a >> little bit, but it's all simple visual, we haven't affected the >> working of the program. Are their any things I should watch out for >> in a pretty straight forward upgrade? >> >> Sorry to post this if it's already been posted, I couldn't remember >> where to go to search the archives. >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jaychris47 at hotmail.com Thu Feb 17 12:40:12 2005 From: jaychris47 at hotmail.com (Jay Christopherson) Date: Thu, 17 Feb 2005 09:40:12 -0800 Subject: [rt-users] error running rt2-to-rt3 upgrade Message-ID: One more try.... ----------------------- Can anyone tell me why some of the dumpfile script's attempts to import some ticket transactions is failing? I put the pertinent information below. If I should provide something else, please let me know. I just attempted to upgrade from RT2 to RT3, following the README. When running: ./dumpfile-to-rt3 rt2dump It would error out at this line of the dumpfile script in import_tickets (I added the DEBUG stuff so that it would keep going): unless ( $trans_obj->Id == $t->{'id'} ) { open DEBUG, ">>/tmp/rt3-foo"; print DEBUG "Couldn't create trans " . $t->{'id'} . "\n" . Dumper($t); close DEBUG; #exit; } This error occurred on 1,478 tickets out of a total of 23,498. Basically, the end result was that the ticket was imported, but missing some history. When I looked at a particular errored transaction, I could not find a reason why it would have caused a problem: Couldn't create trans 140427 $VAR1 = { 'OldValue' => '10', 'Type' => 'Give', 'Field' => 'Owner', 'Ticket' => '20718', 'Created' => '2004-12-31 00:04:28', 'id' => 140427, 'NewValue' => '1698', 'Creator' => '1698', 'ActivateScrips' => '0' }; RT2 Database Entry: mysql> select * from Transactions where Ticket='20718'; +--------+-----------------+--------+-----------+--------+--------+----------+----------+------+---------+---------------------+ | id | EffectiveTicket | Ticket | TimeTaken | Type | Field | OldValue | NewValue | Data | Creator | Created | +--------+-----------------+--------+-----------+--------+--------+----------+----------+------+---------+---------------------+ | 130616 | NULL | 20718 | 0 | Create | NULL | NULL | NULL | NULL | 5 | 2004-10-29 03:04:29 | | 140426 | NULL | 20718 | 0 | Status | Status | new | resolved | NULL | 5 | 2004-12-31 00:04:28 | | 140427 | NULL | 20718 | 0 | Give | Owner | 2 | 5 | NULL | 5 | 2004-12-31 00:04:28 | +--------+-----------------+--------+-----------+--------+--------+----------+----------+------+---------+---------------------+ 3 rows in set (0.00 sec) RT3 Imported Version of the ticket: mysql> select * from Transactions where ObjectId='20718' AND ObjectType='RT::Ticket'; +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ | id | ObjectType | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | ReferenceType | OldReference | NewReference | Data | Creator | Created | +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ | 130616 | RT::Ticket | 20718 | 0 | Create | NULL | NULL | NULL | NULL | NULL | NULL | | 1698 | 2004-10-29 03:04:29 | +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ 1 row in set (0.00 sec) From Joseph_Micciche at Progressive.com Thu Feb 17 13:16:11 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Thu, 17 Feb 2005 13:16:11 -0500 Subject: [rt-users] Upgrading newbie In-Reply-To: <20050208214145.EE5FC4D811F@diesel.bestpractical.com> Message-ID: We haven't upgraded RT since installing V3.0.7_01 in Oct '03, and I'd like to upgrade to take advantage of all the changes since then. The instructions are pretty clear. I have a really stoopid question though: prior to upgrading, am I supposed to move my existing RT tree out of the way, say from /usr/local/rt to /usr/local/tmp; then put the new RT tree at /usr/local/rt, test (and fix) dependencies, make upgrade, update db, copy my good RT_SiteConfig.pm back in? Thanks. Joe Micciche From kris.boulez at c-cure.be Thu Feb 17 11:29:24 2005 From: kris.boulez at c-cure.be (Kris Boulez) Date: Thu, 17 Feb 2005 17:29:24 +0100 Subject: [rt-users] Question about watchers and RT at a glance Message-ID: <4214C664.9030608@c-cure.be> Dear all, We have two questions about RT (one philosophical, one more practical). I hope some of you can shed some light on these. When customers submit tickets with us there are cases in which multiple people of the customer are intrested in a ticket. We add these as watchers on the ticket. If we Reply on a ticket, all the watchers get this mail in CC (as is expected with Watchers). The "problem" now is that if the customers replies by doing "reply to all", the watchers get two copies of the mail (once by the reply to all, once as watcher of the ticket). What do people think about this and what solutions to people have for this. The obvious solution is to teach the customer to only "reply" to RT and explain them that the watchers will get a copy of the mail via RT. But is there another possible solution for this. A question about the Home Page (RT at a glance) (RT-3.2.2). It has two main lists of tickets (x highests priority tickets I own; x newest unowned tickets). Would it be easy to add another list of tickets ("x highest priority tickets open tickets which I do not own"). Is this clear and/or described somewhere ? Best regards, Kris, -------------- next part -------------- A non-text attachment was scrubbed... Name: kris.boulez.vcf Type: text/x-vcard Size: 213 bytes Desc: not available URL: From tomisilori at yahoo.co.uk Thu Feb 17 13:48:13 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Thu, 17 Feb 2005 18:48:13 +0000 (GMT) Subject: [rt-users] Checking GroupMembership in code Message-ID: <20050217184813.30767.qmail@web26609.mail.ukl.yahoo.com> Hi all, Please can anyone help me out with the code snippet to check and retrieve the Group a particular user belongs to so that i can do certain things bases on the GroupID or name returned. Thanks. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From dkettmann at netlogic.net Thu Feb 17 15:29:32 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Thu, 17 Feb 2005 14:29:32 -0600 Subject: [rt-users] Getting AT installed. Message-ID: I know AT is still in development.. but was wondering if anyone else came across this and found a solution. I can do the 'configure' line just fine, but in the make install process, I get this: In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now populating AssetTracker database schema. Creating database schema. Problem with statement: CREATE INDEX AT_Assets2 ON AT_Assets (Owner) Key column 'Owner' doesn't exist in table at /opt/rt3/sbin//at-setup-database line 189. make: *** [initdb] Error 255 [root at docs at0.9.1]# If not one has come up with this problem, then I will just sit back and wait patiently, just wanted to see if I could get a 'devloper's' look at it. Thanks, Dave Kettmann NetLogic 636-561-0680 From rt at chaka.net Thu Feb 17 14:59:32 2005 From: rt at chaka.net (Todd Chapman) Date: Thu, 17 Feb 2005 14:59:32 -0500 Subject: [rt-users] Getting AT installed. In-Reply-To: References: Message-ID: <20050217195931.GC20353@chaka.net> There is an AT mailing list and that would be the appropriate place to discuss ad problems: http://atwiki.chaka.net/ This problem was fixed in 0.9.2, release earlier today and announced on the AT mailing lists. -Todd On Thu, Feb 17, 2005 at 02:29:32PM -0600, Dave Kettmann wrote: > I know AT is still in development.. but was wondering if anyone else came across this and found a solution. I can do the 'configure' line just fine, but in the make install process, I get this: > > In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. > Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > Now populating AssetTracker database schema. > Creating database schema. > Problem with statement: > CREATE INDEX AT_Assets2 ON AT_Assets (Owner) > Key column 'Owner' doesn't exist in table at /opt/rt3/sbin//at-setup-database line 189. > make: *** [initdb] Error 255 > [root at docs at0.9.1]# > > If not one has come up with this problem, then I will just sit back and wait patiently, just wanted to see if I could get a 'devloper's' look at it. > > Thanks, > > Dave Kettmann > NetLogic > 636-561-0680 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From steve at n2sw.com Thu Feb 17 17:18:58 2005 From: steve at n2sw.com (First Last) Date: Thu, 17 Feb 2005 17:18:58 -0500 Subject: [rt-users] Question about watchers and RT at a glance In-Reply-To: <4214C664.9030608@c-cure.be> Message-ID: I have a question along these lines, can I create it so that the number of tickets that shows up upon login under the "Tickets I own etc..." is set to more than ten if this user belongs to the "helpdesk" group On 2/17/05 11:29 AM, "Kris Boulez" wrote: > Dear all, > > We have two questions about RT (one philosophical, one more practical). > I hope some of you can shed some light on these. > > When customers submit tickets with us there are cases in which multiple > people of the customer are intrested in a ticket. We add these as > watchers on the ticket. If we Reply on a ticket, all the watchers get > this mail in CC (as is expected with Watchers). > The "problem" now is that if the customers replies by doing "reply to > all", the watchers get two copies of the mail (once by the reply to all, > once as watcher of the ticket). What do people think about this and what > solutions to people have for this. > The obvious solution is to teach the customer to only "reply" to RT and > explain them that the watchers will get a copy of the mail via RT. But > is there another possible solution for this. > > A question about the Home Page (RT at a glance) (RT-3.2.2). It has two > main lists of tickets (x highests priority tickets I own; x newest > unowned tickets). Would it be easy to add another list of tickets ("x > highest priority tickets open tickets which I do not own"). Is this > clear and/or described somewhere ? > > Best regards, > > Kris, > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From ronn at emm.org Thu Feb 17 17:18:43 2005 From: ronn at emm.org (Ronald Nissley) Date: Thu, 17 Feb 2005 17:18:43 -0500 Subject: [rt-users] RE: RT Upgrade Problem Message-ID: I upgraded from RT 3.2.2 to 3.4.1, and I'm having the same (or similar) issue as jean-pierre mentioned in an earlier post. When I click on the search (tickets) link, I see the following: System error error:? too many arguments at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1257 context:? ...? 197:? # whether they should generate a full stack trace (confess() and cluck()) 198:? # or simply report the caller's package (croak() and carp()), respectively. 199:? # confess() and croak() die, carp() and cluck() warn. 200:? 201:? sub croak { die shortmess @_ } 202:? sub confess { die longmess @_ } 203:? sub carp { warn shortmess @_ } 204:? sub cluck { warn longmess @_ } 205:? ...? code stack:? /usr/lib/perl5/5.8.5/Carp.pm:201 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):283 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al):266 /opt/rt3/lib/RT/Tickets_Overlay.pm:1257 /opt/rt3/share/html/Search/Listing.html:78 /opt/rt3/share/html/autohandler:215 raw error too many arguments at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1257 Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('too many arguments at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1257^J') called at /usr/lib/perl5/5.8.5/Carp.pm line 201 Carp::croak('too many arguments') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al) line 71 Storable::logcroak('too many arguments') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 283 Storable::_freeze('CODE(0xf95cf84c)', 'REF(0xfa226e64)', 'SCALAR(0xfa22041c)', 'SCALAR(0xfa2299b8)', 'SCALAR(0xfa220440)') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al) line 266 Storable::freeze('REF(0xfa226e64)', 'SCALAR(0xfa22041c)', 'SCALAR(0xfa2299b8)', 'SCALAR(0xfa220440)') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1257 RT::Tickets::FreezeLimits('RT::Tickets=HASH(0xfa2297f0)') called at /opt/rt3/share/html/Search/Listing.html line 78 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xfa22a6f8)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xf9f3ec74)') called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xf9edbc80)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xf9f3ec74)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xf9f3ec74)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xf9b85978)', 'Apache::RequestRec=SCALAR(0xf9edc66c)') called at /opt/rt3/bin/webmux.pl line 136 eval {...} at /opt/rt3/bin/webmux.pl line 136 RT::Mason::handler('Apache::RequestRec=SCALAR(0xf9edc66c)') called at -e line 0 eval {...} at -e line 0 Any help would be much appreciated. Thank you, Ronald Nissley From aking at gblx.net Thu Feb 17 17:19:23 2005 From: aking at gblx.net (Aubrey King) Date: Thu, 17 Feb 2005 17:19:23 -0500 (EST) Subject: [rt-users] rt not sending auto-replies Message-ID: I've had this problem for a while, now. For some reason, even though auto-replies are enabled in the global conf., users get no auto-reply. The system sends all watcher mail correctly and the resolved notices, but not auto-replies. The system is Debian Sarge and, no, there is nothing in the logs about why this happens. Has anyone faced a similar issue? Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator From aking at gblx.net Thu Feb 17 17:30:19 2005 From: aking at gblx.net (Aubrey King) Date: Thu, 17 Feb 2005 17:30:19 -0500 (EST) Subject: [rt-users] rt not sending auto-replies In-Reply-To: References: Message-ID: Should have mentioned that this is rt3 - latest debian pkg. Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator On Thu, 17 Feb 2005, Aubrey King wrote: > > I've had this problem for a while, now. For some reason, even though > auto-replies are enabled in the global conf., users get no auto-reply. The > system sends all watcher mail correctly and the resolved notices, but not > auto-replies. The system is Debian Sarge and, no, there is nothing in the > logs about why this happens. Has anyone faced a similar issue? > > Aubrey King > Global Crossing, Ltd. > IP Systems Engineering > Systems Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From r at elhames.co.uk Thu Feb 17 18:55:21 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 17 Feb 2005 23:55:21 -0000 Subject: [rt-users] Problems with big attachments >1MB rt 3.4.1 References: <1889109046.20050217135718@invers.com> Message-ID: <008c01c5154c$244b2750$52c593c3@tiger> >Got a packet bigger than 'max_allowed_packet' at This is mysql error, you can adjust the allowed attachement size in my.cnf usually in /etc/mysql Roy ----- Original Message ----- From: "Arnd Steinbrecher" To: Sent: Thursday, February 17, 2005 12:57 PM Subject: [rt-users] Problems with big attachments >1MB rt 3.4.1 If i send attachmants > 1MB to my rt system, it drops them. I got in /var/log/messages: >Feb 17 10:05:50 ticket RT: DBD::mysql::st execute failed: Got a packet bigger than 'max_allowed_packet' at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) >Feb 17 10:05:50 ticket RT: RT::Handle=HASH(0x973b9a4) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, >Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) >Feb 17 10:05:50 ticket RT: Attachment insert failed - Got a packet bigger than 'max_allowed_packet' >(/opt/rt3/lib/RT/Attachment_Overlay.pm:207) I leaved untoched in RT_SiteConfig: ># For mysql and oracle, we set this size at 10 megabytes. ># If you're running a postgres version earlier than 7.1, you will need ># to drop this to 8192. (8k) > >Set($MaxAttachmentSize , 10000000); Anyone know where to set the 'max_allowed_packet' option? I guessed it may be a mysql option, but i can't find a configfile for mysql (searched "my.cnf"). Got rpms MySQL-server-4.0.23-0.i386 and MySQL-shared-4.0.23-0.i386 installed and run it with "rcmysql start". I use rt-3.4.1 on Suse 9.2 with Apache 1.3.33 and mod_perl 1.29 -- Mit freundlichen Gr??en Arnd Steinbrecher Invers GmbH _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From r at elhames.co.uk Thu Feb 17 19:02:51 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 18 Feb 2005 00:02:51 -0000 Subject: [rt-users] Question about watchers and RT at a glance References: <4214C664.9030608@c-cure.be> Message-ID: <00b201c5154d$308ded80$52c593c3@tiger> > Dear all, > > We have two questions about RT (one philosophical, one more practical). > I hope some of you can shed some light on these. > > When customers submit tickets with us there are cases in which multiple > people of the customer are intrested in a ticket. We add these as > watchers on the ticket. If we Reply on a ticket, all the watchers get > this mail in CC (as is expected with Watchers). > The "problem" now is that if the customers replies by doing "reply to > all", the watchers get two copies of the mail (once by the reply to all, > once as watcher of the ticket). What do people think about this and what > solutions to people have for this. > The obvious solution is to teach the customer to only "reply" to RT and > explain them that the watchers will get a copy of the mail via RT. But > is there another possible solution for this. > > A question about the Home Page (RT at a glance) (RT-3.2.2). It has two > main lists of tickets (x highests priority tickets I own; x newest > unowned tickets). Would it be easy to add another list of tickets ("x > highest priority tickets open tickets which I do not own"). Is this > clear and/or described somewhere ? > Copy /Elements/MyTickets into another file /Elements/Myfile edit the Limit query to what you want, (and ofcourse the html at the top to match), then call /Elements/Myfile from index.html Good luck Roy > Best regards, > > Kris, > ---------------------------------------------------------------------------- ---- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From stephen at hknet.com Thu Feb 17 20:40:08 2005 From: stephen at hknet.com (Stephen Fung) Date: Fri, 18 Feb 2005 09:40:08 +0800 Subject: [rt-users] Question about watchers and RT at a glance In-Reply-To: References: Message-ID: <42154778.50202@hknet.com> You have to modify Elements/MyTickets as the number is set by the global config parameter $MyTicketsLength. First Last wrote: > I have a question along these lines, can I create it so that the number of > tickets that shows up upon login under the "Tickets I own etc..." is set to > more than ten if this user belongs to the "helpdesk" group > > > On 2/17/05 11:29 AM, "Kris Boulez" wrote: > > >>Dear all, >> >>We have two questions about RT (one philosophical, one more practical). >>I hope some of you can shed some light on these. >> >>When customers submit tickets with us there are cases in which multiple >>people of the customer are intrested in a ticket. We add these as >>watchers on the ticket. If we Reply on a ticket, all the watchers get >>this mail in CC (as is expected with Watchers). >>The "problem" now is that if the customers replies by doing "reply to >>all", the watchers get two copies of the mail (once by the reply to all, >>once as watcher of the ticket). What do people think about this and what >>solutions to people have for this. >>The obvious solution is to teach the customer to only "reply" to RT and >>explain them that the watchers will get a copy of the mail via RT. But >>is there another possible solution for this. >> >>A question about the Home Page (RT at a glance) (RT-3.2.2). It has two >>main lists of tickets (x highests priority tickets I own; x newest >>unowned tickets). Would it be easy to add another list of tickets ("x >>highest priority tickets open tickets which I do not own"). Is this >>clear and/or described somewhere ? >> >>Best regards, >> >>Kris, >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>RT Administrator and Developer training is coming to your town soon! (Boston, >>San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From JPriddy at thegoldensource.com Thu Feb 17 22:24:49 2005 From: JPriddy at thegoldensource.com (Priddy, John) Date: Thu, 17 Feb 2005 22:24:49 -0500 Subject: [rt-users] Problems with big attachments >1MB rt 3.4.1 Message-ID: <76C898B8C70415488F6EE54B2CBEC82404207640@usexnode2.ftisoftus.com> I don't know about suse, but on RHEL3 after a rpm -e and install of the mysql4 my.cnf had to be manually created under /etc. Have you tried creating that file restarting mysql? [jpriddy at rt etc]$ cat /etc/my.cnf [mysqld] set-variable = max_allowed_packet=16M -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El - Hames Sent: Thursday, February 17, 2005 6:55 PM To: Arnd Steinbrecher; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problems with big attachments >1MB rt 3.4.1 >Got a packet bigger than 'max_allowed_packet' at This is mysql error, you can adjust the allowed attachement size in my.cnf usually in /etc/mysql Roy ----- Original Message ----- From: "Arnd Steinbrecher" To: Sent: Thursday, February 17, 2005 12:57 PM Subject: [rt-users] Problems with big attachments >1MB rt 3.4.1 If i send attachmants > 1MB to my rt system, it drops them. I got in /var/log/messages: >Feb 17 10:05:50 ticket RT: DBD::mysql::st execute failed: Got a packet bigger than 'max_allowed_packet' at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) >Feb 17 10:05:50 ticket RT: RT::Handle=HASH(0x973b9a4) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, >Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) >Feb 17 10:05:50 ticket RT: Attachment insert failed - Got a packet bigger than 'max_allowed_packet' >(/opt/rt3/lib/RT/Attachment_Overlay.pm:207) I leaved untoched in RT_SiteConfig: ># For mysql and oracle, we set this size at 10 megabytes. ># If you're running a postgres version earlier than 7.1, you will need ># to drop this to 8192. (8k) > >Set($MaxAttachmentSize , 10000000); Anyone know where to set the 'max_allowed_packet' option? I guessed it may be a mysql option, but i can't find a configfile for mysql (searched "my.cnf"). Got rpms MySQL-server-4.0.23-0.i386 and MySQL-shared-4.0.23-0.i386 installed and run it with "rcmysql start". I use rt-3.4.1 on Suse 9.2 with Apache 1.3.33 and mod_perl 1.29 -- Mit freundlichen Gr??en Arnd Steinbrecher Invers GmbH From stephen at hknet.com Fri Feb 18 00:34:03 2005 From: stephen at hknet.com (Stephen Fung) Date: Fri, 18 Feb 2005 13:34:03 +0800 Subject: [rt-users] Problems with big attachments >1MB rt 3.4.1 In-Reply-To: <1889109046.20050217135718@invers.com> References: <1889109046.20050217135718@invers.com> Message-ID: <42157E4B.3020204@hknet.com> I am using FC3 and the config file is located in /etc. /etc/my.cnf ----------- [mysqld] set-variable = max_allowed_packet=16M I think you may use "rpm -ql MySQL-server" to locate your my.cnf file. Arnd Steinbrecher wrote: > If i send attachmants > 1MB to my rt system, it drops them. > I got in /var/log/messages: > >>Feb 17 10:05:50 ticket RT: DBD::mysql::st execute failed: Got a packet bigger than 'max_allowed_packet' at >>/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) >>Feb 17 10:05:50 ticket RT: RT::Handle=HASH(0x973b9a4) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, >>Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at >>/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) >>Feb 17 10:05:50 ticket RT: Attachment insert failed - Got a packet bigger than 'max_allowed_packet' >>(/opt/rt3/lib/RT/Attachment_Overlay.pm:207) > > > I leaved untoched in RT_SiteConfig: > >># For mysql and oracle, we set this size at 10 megabytes. >># If you're running a postgres version earlier than 7.1, you will need >># to drop this to 8192. (8k) >> >>Set($MaxAttachmentSize , 10000000); > > > Anyone know where to set the 'max_allowed_packet' option? > I guessed it may be a mysql option, but i can't find a configfile for > mysql (searched "my.cnf"). > Got rpms MySQL-server-4.0.23-0.i386 and MySQL-shared-4.0.23-0.i386 > installed and run it with "rcmysql start". > > I use rt-3.4.1 on Suse 9.2 with Apache 1.3.33 and mod_perl 1.29 > > From rt at chaka.net Fri Feb 18 04:32:38 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 18 Feb 2005 04:32:38 -0500 Subject: [rt-users] Checking GroupMembership in code In-Reply-To: <20050217184813.30767.qmail@web26609.mail.ukl.yahoo.com> References: <20050217184813.30767.qmail@web26609.mail.ukl.yahoo.com> Message-ID: <20050218093238.GF20353@chaka.net> What code do you have now? A user can be in many groups so the question is not as simple as you would ask. On Thu, Feb 17, 2005 at 06:48:13PM +0000, Oluwatomisin Ilori wrote: > Hi all, > Please can anyone help me out with the code snippet to check and retrieve the Group a particular user belongs to so that i can do certain things bases on the GroupID or name returned. > Thanks. > From lmw94002 at hotmail.com Fri Feb 18 09:35:18 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Fri, 18 Feb 2005 09:35:18 -0500 Subject: [rt-users] Large "whitespaces" on Pages (RT34) In-Reply-To: <20050218093238.GF20353@chaka.net> Message-ID: I've completed my upgrade from 3.2 to 3.4 and all works well. One oddity though. When I create a new ticket, below the text box & button, there's a very long (~1page) gap of white space. Then it shows the Basics, Dates, and Links info. Then another long whitespace till it shows the little RT/BestPractical Footer. I'm guess it's from these blocks in the HTML...





















































      Soo... is there a reason these are there? (besides the fact they are in the Create.html file) From dinn at blend.twistedpair.ca Fri Feb 18 10:13:32 2005 From: dinn at blend.twistedpair.ca (Michael 'Moose' Dinn) Date: Fri, 18 Feb 2005 11:13:32 -0400 Subject: [rt-users] an RT feature suggestion Message-ID: <20050218151332.GS8424@blend.twistedpair.ca> Here's a quick and easy feature I'd love to see in RT - a custom field type of "URL" that displays as a clickable link. I can see it being useful in all sorts of areas. Anyone else think this might be useful? From barnaclebob at gmail.com Fri Feb 18 10:32:53 2005 From: barnaclebob at gmail.com (Barnacle Bob) Date: Fri, 18 Feb 2005 10:32:53 -0500 Subject: [rt-users] On resolve create tickets with approvals problem Message-ID: Hello all, i have found a couple other references to this problem, but no resolution, which i have attached as txt files. This may actually be a bug. I am having trouble getting a script to create a ticket on an approval resolution. setup: is redhat 7.3, mysql 4.1.9, Apache/2.0.52, mod_perl-2.0.0-RC4, perl v5.8.3, rt 3.2.2 Script: On Resolve Create Tickets using TransNextStep Template TransNextStep: ===Create-Ticket: aticket Queue: TransWork Owner: KPietri { my $requestors=$Tickets{"TOP"}->Requestors; my @emails=$requestors->MemberEmailAddresses(); foreach $item(@emails){ $out.="Requestor: ".$item."\n"; } $out;} Depended-On-By: {$Tickets{"TOP"}->Id} Refers-To: {$Tickets{"TOP"}->Id} Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Content-Type: text/plain Content: { $Tickets{"TOP"}->Transactions->First->Content() } Transportation Request Form -------------------------------------------------- {sprintf("%-32s%s\r\n","Vehicle Type:",$Ticket->FirstCustomFieldValue('Vehicle type'));} {sprintf("%-32s%s\r\n","Date Of Trip:",$Ticket->FirstCustomFieldValue('Date of Trip'));} {sprintf("%-32s%s\r\n","Departure Time:",$Ticket->FirstCustomFieldValue('Departure Time'));} {sprintf("%-32s%s\r\n","Destination Departure Time:",$Ticket->FirstCustomFieldValue('Destination Departure Time'));} {sprintf("%-32s%s\r\n","Return Time to School:",$Ticket->FirstCustomFieldValue('Return Time to School'));} {sprintf("%-32s%s\r\n","Number Of Students",$Ticket->FirstCustomFieldValue('Number of Students'));} {sprintf("%-32s%s\r\n","Number Of Adults:",$Ticket->FirstCustomFieldValue('Number of Adults'));} {sprintf("%-32s%s\r\n","Account to Charge:",$Ticket->FirstCustomFieldValue('Account to Charge'));} ENDOFCONTENT Now i understand this template has a bunch of bugs in it but that isnt the problem i have also done the exact same testing with this simpler template which produces the same results: ===Create-Ticket: aticket Queue: TransWork Owner: KPietri { my $requestors=$Tickets{"TOP"}->Requestors; my @emails=$requestors->MemberEmailAddresses(); foreach $item(@emails){ $out.="Requestor: ".$item."\r\n"; } $out;} Depended-On-By: {$Tickets{"TOP"}->Id} Refers-To: {$Tickets{"TOP"}->Id} Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Content-Type: text/plain Content: Transportation Request Form -------------------------------------------------- ENDOFCONTENT now the problem is is that it seems the script only runs half way when the type of ticket triggering it is a approval. When i use a regular ticket in this queue and resolve it tickets are created fine (log segment: http://ww2.nvps.net/~karl/rterror/ticket_resolve.txt) but when i resolve an approval ticket it does not create the tickets but does seem to see the script (log segment: http://ww2.nvps.net/~karl/rterror/approval_resolve.txt) Any help getting this to work would be greatly appreciated. -Karl Pietri -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Strange Issues.txt URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Action Upon Approval.txt URL: From sturner at MIT.EDU Fri Feb 18 10:46:07 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 18 Feb 2005 10:46:07 -0500 Subject: [rt-users] Large "whitespaces" on Pages (RT34) In-Reply-To: References: <20050218093238.GF20353@chaka.net> Message-ID: <5.2.1.1.2.20050218104107.01e75040@po14.mit.edu> At Friday 2/18/2005 09:35 AM, Mathew Walker wrote: >I've completed my upgrade from 3.2 to 3.4 and all works well. > >One oddity though. > >When I create a new ticket, below the text box & button, there's >a very long (~1page) gap of white space. Then it shows the Basics, Dates, >and Links info. Then another long whitespace till it shows the little >RT/BestPractical Footer. I'm guess it's from these blocks in the HTML... > >









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      > >Soo... is there a reason these are there? (besides the fact they are in >the Create.html file) The very bottom section of
      s is there so that you can click "show details" and get the detail section at the top of the browser. The middle section of
      s is _probably_ there so that you can't see the lower section initially - I guess if you could see it, then it wouldn't make quite as much sense to click a link to get there. One minor odd thing I noticed - when you choose the "show details" link, the section you go to is title "The Basics". Clicking "show basics" gets you _away_ from The Basics section, back to the top. Steve From sturner at MIT.EDU Fri Feb 18 10:50:44 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 18 Feb 2005 10:50:44 -0500 Subject: [rt-users] an RT feature suggestion In-Reply-To: <20050218151332.GS8424@blend.twistedpair.ca> Message-ID: <5.2.1.1.2.20050218104822.01e6e8a8@po14.mit.edu> At Friday 2/18/2005 10:13 AM, Michael 'Moose' Dinn wrote: >Here's a quick and easy feature I'd love to see in RT - a custom field type of >"URL" that displays as a clickable link. I can see it being useful in all >sorts of areas. > >Anyone else think this might be useful? This would be nice - you can kind of get this functionality by adding a ticket link, but this doesn't tell you what the link is for or where it goes (apart from displaying the URL). A URL CF would have a nice name and could optionally have a "description" which could be the text that displays for the link. I'd vote to put this on the wishlist. Steve From 2o4tom at gmail.com Fri Feb 18 11:38:31 2005 From: 2o4tom at gmail.com (O4Tom) Date: Fri, 18 Feb 2005 09:38:31 -0700 Subject: [rt-users] smrsh exited with EX_TEMPFAIL Message-ID: <6da9cccc050218083820494a80@mail.gmail.com> Hello, I've plowed through my web interface problem, and have configured sendmail to receive email. At least, plain accounts on the system now receive email. However, rt's message time out. I'm certain it's do to the script set in alias. It looks like smrsh is looking for something, but can't find it. Here's the error message: mrstinky sendmail[6914]: j1HGQ8LS006433: to="|/etc/smrsh/rt-mailgate --queue General --action correspond --url http://locahost:2029/" , ctladdr= (8/0), delay=23:52:47, xdelay=00:00:01, mailer=prog, pri=2191231, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Here's the appropriate entry in /etc/aliases: # Request Tracker stuff rt: "|/etc/smrsh/rt-mailgate --queue General --action correspond --url http://locahost:2029/" I'm running Fedora Core 2, with RT 3.22 --Tom -- The Donegal Express. http://o4tom.blogspot.com "The opinions expressed are really your opinions as well. You just refuse to admit it to yourself." From APowers at PyramidBrew.com Fri Feb 18 11:17:41 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Fri, 18 Feb 2005 08:17:41 -0800 Subject: [rt-users] Question about watchers and RT at a glance Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E3CA@mercury0.pyramidbrew.com> What about putting watchers on as BCCs. They would still get the ticket, but a reply-to-all would only go back into RT. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El - Hames Sent: Thursday, February 17, 2005 4:03 PM To: Kris Boulez; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Question about watchers and RT at a glance > Dear all, > > We have two questions about RT (one philosophical, one more practical). > I hope some of you can shed some light on these. > > When customers submit tickets with us there are cases in which > multiple people of the customer are intrested in a ticket. We add > these as watchers on the ticket. If we Reply on a ticket, all the > watchers get this mail in CC (as is expected with Watchers). > The "problem" now is that if the customers replies by doing "reply to > all", the watchers get two copies of the mail (once by the reply to > all, once as watcher of the ticket). What do people think about this > and what solutions to people have for this. > The obvious solution is to teach the customer to only "reply" to RT > and explain them that the watchers will get a copy of the mail via RT. > But is there another possible solution for this. > > A question about the Home Page (RT at a glance) (RT-3.2.2). It has two > main lists of tickets (x highests priority tickets I own; x newest > unowned tickets). Would it be easy to add another list of tickets ("x > highest priority tickets open tickets which I do not own"). Is this > clear and/or described somewhere ? > Copy /Elements/MyTickets into another file /Elements/Myfile edit the Limit query to what you want, (and ofcourse the html at the top to match), then call /Elements/Myfile from index.html Good luck Roy > Best regards, > > Kris, > ---------------------------------------------------------------------------- ---- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From a at aufbix.org Fri Feb 18 11:22:18 2005 From: a at aufbix.org (Andraz Sraka) Date: Fri, 18 Feb 2005 17:22:18 +0100 Subject: [rt-users] Adding members to custom groups Message-ID: <1108743738.848.12.camel@mono> re I've successfully install RT 3.2.2 on Debian box (request tracker was taken from debian unstable repository and recompiled for sarge). It looks like everything works fine except managing groups and memebers. Is there any bug in RT 3.2.2? Because I've created a list of new users and a list of groups. Now when I try to add different users to a group (Configuration -> Groups -> -> Members) and Add members users list is empty? Is this a bug? Is there another way to add users to a group. regards, Andraz -- BOFH excuse #241: _Rosin_ core solder? But... -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From murphy at genome.chop.edu Fri Feb 18 12:13:30 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 18 Feb 2005 12:13:30 -0500 Subject: [rt-users] Unchecking "Let this user be granted rights" causes httpd CPU spin Message-ID: <6fba251cbbf1d612232f8eb9d840150d@genome.chop.edu> Perl v5.8.3 under darwin Apache v1.27; RT v3.2.3rc1; DBIx::SearchBuilder v1.16; DBD::Pg v1.31; PosgreSQL 7.4.6 As an experiment, I unchecked "let this user be granted rights" on the user configuration page for a user who has open tickets and is a watcher on queues. The request hung (never returned), and one of the httpd processes proceeded to consume large amounts of CPU and increase its memory use steadily, seemingly without bound. I've tried this several times with two different users to confirm. It's not really harming me, but I thought I should report it in case it hasn't been before. Yesterday the problem drove my test server into thrashing. As a side note, what I was trying to do was "decommission" a privileged user. It would be neat if there were a way of rolling all current responsibilities (new and open tickets, queue watching, CC status) from one user to another. Kevin Murphy From BYang at emptoris.com Fri Feb 18 12:12:57 2005 From: BYang at emptoris.com (Yang, Bin) Date: Fri, 18 Feb 2005 12:12:57 -0500 Subject: [rt-users] emailrelay doesn't work on Windows installation Message-ID: <8C7758A12D76FF478971967077EF82AB1E3B@empburmail.Burlington.Emptoris.com> I installed RT 3.012-win32 on a windows 2003 server. It automatically installed fetchmail and e-mailrelay. Fetchmail works good, it can download mail from MS exchange 2003 server and creates ticket in RT. But outgoing mail stuck at spool directory, and never forward to SMTP server. Here is my configuration: start.bat file: rem emailrelay -a 16977 -Q -s c:\Progra~1\OurInternet\Common\emailrelay\spool -p 6977 -y localhost:25 emailrelay --admin 16977 --admin-terminate --spool-dir c:\Progra~1\OurInternet\Common\emailrelay\spool --port 6977 --as-server --forward-to localhost:25 SMTP server, I tried to use remote exchange server, and local IIS SMTP server (as in start.bat file point to localhost:25). Nothing works. In Global Setup, I point SMTPServer to remote-exchange server; localhost:25, localhost:6977, Nothing works. What should be for SMTPfrom, an email address or a hostname? These should be common problems for everyone does RT on the windows, but I hardly can get detail info from anywhere. Please help. Thanks very much... Yang Bin. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Feb 18 12:52:31 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Feb 2005 12:52:31 -0500 Subject: [rt-users] Large "whitespaces" on Pages (RT34) In-Reply-To: References: <20050218093238.GF20353@chaka.net> Message-ID: <20050218175231.GB15161@bestpractical.com> On Fri, Feb 18, 2005 at 09:35:18AM -0500, Mathew Walker wrote: > I've completed my upgrade from 3.2 to 3.4 and all works well. > > One oddity though. > > When I create a new ticket, below the text box & button, there's a > very long (~1page) gap of white space. Then it shows the Basics, Dates, > and Links info. Then another long whitespace till it shows the little > RT/BestPractical Footer. I'm guess it's from these blocks in the HTML... This has been like that since RT 2.0.0. It was a way to simulate a pair of "tabs" on a single page. That create page is really due for a complete overhaul. > >









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      > > Soo... is there a reason these are there? (besides the fact they are in > the Create.html file) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Fri Feb 18 12:56:02 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Feb 2005 12:56:02 -0500 Subject: [rt-users] Unchecking "Let this user be granted rights" causes httpd CPU spin In-Reply-To: <6fba251cbbf1d612232f8eb9d840150d@genome.chop.edu> References: <6fba251cbbf1d612232f8eb9d840150d@genome.chop.edu> Message-ID: <20050218175602.GC15161@bestpractical.com> On Fri, Feb 18, 2005 at 12:13:30PM -0500, Kevin Murphy wrote: > Perl v5.8.3 under darwin > Apache v1.27; > RT v3.2.3rc1; > DBIx::SearchBuilder v1.16; > DBD::Pg v1.31; > PosgreSQL 7.4.6 > > As an experiment, I unchecked "let this user be granted rights" on the > user configuration page for a user who has open tickets and is a > watcher on queues. The request hung (never returned), and one of the > httpd processes proceeded to consume large amounts of CPU and increase > its memory use steadily, seemingly without bound. I've tried this > several times with two different users to confirm. > > It's not really harming me, but I thought I should report it in case it > hasn't been before. Yesterday the problem drove my test server into > thrashing. Is this a regression since 3.2.2? > > As a side note, what I was trying to do was "decommission" a privileged > user. It would be neat if there were a way of rolling all current > responsibilities (new and open tickets, queue watching, CC status) from > one user to another. > > Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From dmd at speakeasy.org Fri Feb 18 13:02:43 2005 From: dmd at speakeasy.org (Dave Dennis) Date: Fri, 18 Feb 2005 10:02:43 -0800 (PST) Subject: [rt-users] open ticket default question Message-ID: In RT3, when adding comments to a ticket that has already been created, is there a way to not have the 'open' default set, but instead to set it to the previous status of the ticket ? Why: We create tickets and have scrip that keeps them 'new' 'new' means the ticket has not been assigned. Sometimes others in the company want to update a ticket, and the gui at this point defaults to 'open' That throws off our workflow, because we haven't assigned the ticket yet, the ticket would still be 'new', but someone else added a comment, didn't see the drop-down, and made the ticket be open. Thanks, hopefully this makes sense. Kind regards, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From yacoob at chruptak.plukwa.net Fri Feb 18 13:11:06 2005 From: yacoob at chruptak.plukwa.net (Jakub Turski) Date: Fri, 18 Feb 2005 19:11:06 +0100 Subject: [rt-users] RT3.{2|4} + Apache::AuthenNTLM = 2 problems Message-ID: <20050218181106.GB5285@dfs> Greetings, fellow RTers. I've just installed RT3.4, and run into some peculiar problem. Perhaps someone was also struggling with such setup, and can give me a hand here. Anyway: I was hoping to use WebExternalAuth and check passwords on AD controler. Thus: ---8<-------------------------------------------- Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($WebExternalGecos , undef); Set($WebExternalAuto , undef); ---8<-------------------------------------------- I want the fallback just in case ADC fails, so I can log in, at least with locally defined root account. I've also modified apache-modperl.conf to look like this: ---8<-------------------------------------------- PerlAuthenHandler Apache::AuthenNTLM AuthType ntlm require valid-user PerlAddVar ntdomain "DOMAIN ADC1 ADC2" PerlSetVar defaultdomain DOMAIN PerlSetVar splitdomainprefix 1 SetHandler perl-script PerlHandler RT::Mason Satisfy Any Allow from All ---8<-------------------------------------------- And voila! It works! ...but without failback. With IE, I found no way to stop browser from sending proper NTLM auth header, so I'm always logged. With Firefox, a window pops out to enter login/pass, so I hoped I can get RT login page in case I enter wrong login or press esc. When I press esc, I get 'Authorization Required' from Apache. When I supply wrong login/pass, window is redisplayed again. Not what I want :> It looks like this in the error log: [Fri Feb 18 18:36:40 2005] [error] access to /rt/ failed for , reason: Wrong password/user (rc=3/1/327681): DOMAIN\\ for /rt/ [Fri Feb 18 18:36:41 2005] [error] access to /rt/ failed for , reason: Wrong password/user (rc=3/1/327681): DOMAIN\\ewrqwer for /rt/ [Fri Feb 18 18:36:41 2005] [error] access to /rt/ failed for , reason: Wrong password/user (rc=3/1/327681): DOMAIN\\wqerqwe for /rt/ [Fri Feb 18 18:36:41 2005] [error] access to /rt/ failed for , reason: Wrong password/user (rc=3/1/327681): DOMAIN\\ for /rt/ [Fri Feb 18 18:55:08 2005] [error] access to /rt/ failed for , reason: Bad/Missing NTLM/Basic Authorization Header for /rt/ (series of wrong logins, ended with ESC) I've tried to modify Apache::AuthenNTLM behaviour, by setting ntlmauthoritative to off: PerlSetVar ntlmauthoritative off But in that case, I get 500 Internal Server Error: [Fri Feb 18 19:01:42 2005] [error] access to /rt/ failed for , reason: Wrong password/user (rc=3/1/327681): DOMAIN\\fasfads for /rt/ [Fri Feb 18 19:01:42 2005] [crit] [client 163.242.13.190] configuration error: couldn't check user. No user file?: /rt/ ... just after first bad login attempt. Of course this brokes rt command line tool, which is a bit more important to me than fallback. Exactly the same happens with Basic auth, so I guess it is rather RT related. Help? :) Best regards, KT. -- __ __.---------------------------------------------------------------.__ (oo) | If God is perfect, why did He create discontinuous functions? | / \/ \ | | `V__V' `--.__penguin_#128720______________________________________________.--' From rt at chaka.net Fri Feb 18 12:43:39 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 18 Feb 2005 12:43:39 -0500 Subject: [rt-users] open ticket default question In-Reply-To: References: Message-ID: <20050218174339.GG20353@chaka.net> Customize html/Ticket/Update.html look for: if ($DefaultStatus =~ '^new$'){ $DefaultStatus='open'; } On Fri, Feb 18, 2005 at 10:02:43AM -0800, Dave Dennis wrote: > In RT3, when adding comments to a ticket that has already > been created, is there a way to not have the 'open' default > set, but instead to set it to the previous status of the > ticket ? > > Why: We create tickets and have scrip that keeps them 'new' > 'new' means the ticket has not been assigned. > > Sometimes others in the company want to update a ticket, > and the gui at this point defaults to 'open' > > That throws off our workflow, because we haven't assigned > the ticket yet, the ticket would still be 'new', but someone > else added a comment, didn't see the drop-down, and made > the ticket be open. > > Thanks, hopefully this makes sense. > > Kind regards, > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rt at chaka.net Fri Feb 18 12:45:31 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 18 Feb 2005 12:45:31 -0500 Subject: [rt-users] Adding members to custom groups In-Reply-To: <1108743738.848.12.camel@mono> References: <1108743738.848.12.camel@mono> Message-ID: <20050218174531.GH20353@chaka.net> They probably need to be privileged users. On Fri, Feb 18, 2005 at 05:22:18PM +0100, Andraz Sraka wrote: > re > > I've successfully install RT 3.2.2 on Debian box (request tracker was > taken from debian unstable repository and recompiled for sarge). It > looks like everything works fine except managing groups and memebers. Is > there any bug in RT 3.2.2? Because I've created a list of new users and > a list of groups. Now when I try to add different users to a group > (Configuration -> Groups -> -> Members) and Add members users > list is empty? Is this a bug? Is there another way to add users to a > group. > > regards, > Andraz > > -- > BOFH excuse #241: > > _Rosin_ core solder? But... > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rt at chaka.net Fri Feb 18 12:51:41 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 18 Feb 2005 12:51:41 -0500 Subject: [rt-users] an RT feature suggestion In-Reply-To: <5.2.1.1.2.20050218104822.01e6e8a8@po14.mit.edu> References: <20050218151332.GS8424@blend.twistedpair.ca> <5.2.1.1.2.20050218104822.01e6e8a8@po14.mit.edu> Message-ID: <20050218175141.GI20353@chaka.net> You could modify html/Elements/ShowCustomFields like so: % my @entry_fields; % while (my $CustomField = $CustomFields->Next()) { % my $Values = $Object->CustomFieldValues($CustomField->Id); % }
      <%$CustomField->Name%>:
        % while (my $Value = $Values->Next()) {
      • % if ($CustomField->Type eq 'Image') { <& ShowCustomFieldImage, Object => $Value &> % } else { % if ($Value->Content =~ /^http:/) { <%$Value->Content%> % } else { <%$Value->Content%> % } % }
        • % } % unless ($Values->Count()) {
      • <&|/l&>(no value)
        • % }
      On Fri, Feb 18, 2005 at 10:50:44AM -0500, Stephen Turner wrote: > At Friday 2/18/2005 10:13 AM, Michael 'Moose' Dinn wrote: > > >Here's a quick and easy feature I'd love to see in RT - a custom field > >type of > >"URL" that displays as a clickable link. I can see it being useful in all > >sorts of areas. > > > >Anyone else think this might be useful? > > This would be nice - you can kind of get this functionality by adding a > ticket link, but this doesn't tell you what the link is for or where it > goes (apart from displaying the URL). A URL CF would have a nice name and > could optionally have a "description" which could be the text that displays > for the link. I'd vote to put this on the wishlist. > > Steve > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From murphy at genome.chop.edu Fri Feb 18 13:57:26 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 18 Feb 2005 13:57:26 -0500 Subject: [rt-users] Unchecking "Let this user be granted rights" causes httpd CPU spin In-Reply-To: <20050218175602.GC15161@bestpractical.com> References: <6fba251cbbf1d612232f8eb9d840150d@genome.chop.edu> <20050218175602.GC15161@bestpractical.com> Message-ID: <1c3012d04cade47be5cfee817c402014@genome.chop.edu> On Feb 18, 2005, at 12:56 PM, Jesse Vincent wrote: > On Fri, Feb 18, 2005 at 12:13:30PM -0500, Kevin Murphy wrote: >> As an experiment, I unchecked "let this user be granted rights" on the >> user configuration page for a user who has open tickets and is a >> watcher on queues. The request hung (never returned), and one of the > > Is this a regression since 3.2.2? > No. I've only consciously done this on 3.2.3rc1. It's easier for other people to test this on other versions of RT than it would be for me, although I'd like to upgrade to 3.4 soon. -Kevin Murphy From rt at vtwireless.com Fri Feb 18 14:18:02 2005 From: rt at vtwireless.com (Stan) Date: Fri, 18 Feb 2005 14:18:02 -0500 Subject: [rt-users] 3.4.1 - Ticket Comments/Correspondence come up as downloads only, not inlined occasionally In-Reply-To: <4213990E.8090409@vtwireless.com> References: <4213990E.8090409@vtwireless.com> Message-ID: <42163F6A.1030901@vtwireless.com> Is anyone else experiencing this problem? It is really bizarre that some of my entries in the history show up just fine, but others I need to click 'download' for. Does RT not support showing emails in the history anymore? Is there some setting left over from 3.2 that needs to be altered for 3.4? I am really at a loss here. I love the speed increase I saw with 3.4, but having to click each download to view each part of the history is really getting in everyones way here. Thanks for any help anyone has, Stan Stan wrote: > I just upgraded from 3.2.(latest) to 3.4.1. I upgrade my database > with the two updates. Now when I view tickets, sometimes the message > is included, however, regularly the message text is absent, but can be > viewed by pressing 'Download (untitled)\ntext/plain (size)' > > It seems that it happen when the comments are emailed, or entered with > the webgui. > > How can I have RT operate such that 3.2 did and inline these messages > correctly? > > http://12.177.133.69/~stan/rt.jpg <- Screenie > > Thanks, > Stan > From jesse at bestpractical.com Fri Feb 18 14:27:10 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Feb 2005 14:27:10 -0500 Subject: [rt-users] 3.4.1 - Ticket Comments/Correspondence come up as downloads only, not inlined occasionally In-Reply-To: <42163F6A.1030901@vtwireless.com> References: <4213990E.8090409@vtwireless.com> <42163F6A.1030901@vtwireless.com> Message-ID: <20050218192710.GH15161@bestpractical.com> On Fri, Feb 18, 2005 at 02:18:02PM -0500, Stan wrote: > Is anyone else experiencing this problem? It is really bizarre that > some of my entries in the history show up just fine, but others I need > to click 'download' for. Does RT not support showing emails in the > history anymore? Is there some setting left over from 3.2 that needs to > be altered for 3.4? I am really at a loss here. I love the speed > increase I saw with 3.4, but having to click each download to view each > part of the history is really getting in everyones way here. We did change it so that RT no longer shows things sent as "attachments" inline, but I haven't seen the behaviour you're seeing on my RT 3.4 instances. Make sure to rm the old /opt/rt3/var/mason-data and stop and start apache. Does that help at all? > Thanks for any help anyone has, > Stan > From rt at chaka.net Fri Feb 18 14:03:06 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 18 Feb 2005 14:03:06 -0500 Subject: [rt-users] Adding members to custom groups In-Reply-To: <1108755395.421643c35cc17@webmail.aufbix.org> References: <1108743738.848.12.camel@mono> <20050218174531.GH20353@chaka.net> <1108755395.421643c35cc17@webmail.aufbix.org> Message-ID: <20050218190306.GK20353@chaka.net> Then they don't have permission to do what you want. On Fri, Feb 18, 2005 at 08:36:35PM +0100, a at aufbix.org wrote: > re > > Navajanje Todd Chapman : > > > They probably need to be privileged users. > > they are all privileged users with granted access to RT .. > > regards, > Andraz > > > > -- > AUFBIX: "bojni vzklik, poziv na boj" (battle cry...) > http://aufbix.org/ From rt at vtwireless.com Fri Feb 18 15:00:52 2005 From: rt at vtwireless.com (Stan) Date: Fri, 18 Feb 2005 15:00:52 -0500 Subject: [rt-users] 3.4.1 - Ticket Comments/Correspondence come up as downloads only, not inlined occasionally In-Reply-To: <20050218192710.GH15161@bestpractical.com> References: <4213990E.8090409@vtwireless.com> <42163F6A.1030901@vtwireless.com> <20050218192710.GH15161@bestpractical.com> Message-ID: <42164974.70807@vtwireless.com> Jesse Vincent wrote: > >On Fri, Feb 18, 2005 at 02:18:02PM -0500, Stan wrote: > > >>Is anyone else experiencing this problem? It is really bizarre that >>some of my entries in the history show up just fine, but others I need >>to click 'download' for. Does RT not support showing emails in the >>history anymore? Is there some setting left over from 3.2 that needs to >>be altered for 3.4? I am really at a loss here. I love the speed >>increase I saw with 3.4, but having to click each download to view each >>part of the history is really getting in everyones way here. >> >> > >We did change it so that RT no longer shows things sent as "attachments" >inline, but I haven't seen the behaviour you're seeing on my RT 3.4 >instances. Make sure to rm the old /opt/rt3/var/mason-data and stop and >start apache. Does that help at all? > > > I deleted everything inside the mason-data folder and restarted apache. No change. Is there a way to re-enable the viewing of emails inline? Thanks, Stan From jesse at bestpractical.com Fri Feb 18 15:03:59 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Feb 2005 15:03:59 -0500 Subject: [rt-users] 3.4.1 - Ticket Comments/Correspondence come up as downloads only, not inlined occasionally In-Reply-To: <42164974.70807@vtwireless.com> References: <4213990E.8090409@vtwireless.com> <42163F6A.1030901@vtwireless.com> <20050218192710.GH15161@bestpractical.com> <42164974.70807@vtwireless.com> Message-ID: <20050218200359.GM15161@bestpractical.com> > I deleted everything inside the mason-data folder and restarted apache. > No change. Is there a way to re-enable the viewing of emails inline? For a ticket history that has a lot of not-inline messages, hit "view all headers" and send the html of that page as an attachment. > > Thanks, > Stan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From a at aufbix.org Fri Feb 18 14:36:35 2005 From: a at aufbix.org (a at aufbix.org) Date: Fri, 18 Feb 2005 20:36:35 +0100 Subject: [rt-users] Adding members to custom groups In-Reply-To: <20050218174531.GH20353@chaka.net> References: <1108743738.848.12.camel@mono> <20050218174531.GH20353@chaka.net> Message-ID: <1108755395.421643c35cc17@webmail.aufbix.org> re Navajanje Todd Chapman : > They probably need to be privileged users. they are all privileged users with granted access to RT .. regards, Andraz -- AUFBIX: "bojni vzklik, poziv na boj" (battle cry...) http://aufbix.org/ From aturetta+rt at bestunion.it Fri Feb 18 15:18:37 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Fri, 18 Feb 2005 21:18:37 +0100 Subject: [rt-users] RT3.4.1 FreeBSD port Message-ID: <42164D9D.7050808@bestunion.it> I've completed my work on a port for RT-3.4.1. You can download it at http://mail.bestunion.it/rt34-port.tar.gz I chose to create a new www/rt34 port. Please beware that I only did a fresh install, I didn't test the upgrade part: I would much appreciate if somebody with a previous version on FreeBSD could test the upgrade on a test environment. If nobody raises issues in, let's say, a week, I'll post the port to gnats for inclusion in the ports tree. Bye, Angelo From ges at wingfoot.org Fri Feb 18 14:54:09 2005 From: ges at wingfoot.org (Glenn E. Sieb) Date: Fri, 18 Feb 2005 14:54:09 -0500 Subject: [rt-users] 3.4.1 and CustomFields for Users.. Solved! Message-ID: <421647E1.40405@wingfoot.org> I saw a post in rt-devel that answered my question.. I had to go to Configuration, Global, Custom Fields, Users to enable the field... Thanks! Best, --Glenn From ges at wingfoot.org Fri Feb 18 14:50:04 2005 From: ges at wingfoot.org (Glenn E. Sieb) Date: Fri, 18 Feb 2005 14:50:04 -0500 Subject: [rt-users] 3.4.1 and CustomFields for Users.. Message-ID: <421646EC.6070601@wingfoot.org> Hi guys! :) I just installed 3.4.1 on my FreeBSD 4.11 box, and got some queues set up, and some groups. The groups are: Administrators (members: root) Helpers (members: Group:Administrators) I have two users.. root and ges. ges is currently an unpriv'd user. root is, as above, a member of "Administrators". As root, I created a CustomField, called "Affiliation" (multiple select, with 4 options). It's enabled. It shows in the list. It's associated with Users. Under "Group Rights" the only group with any rights to it is Administrators. Administrators have full access: AdminCustomField, ModifyCustomField, and SeeCustomField. When I go (logged in as root) to "Configuration" "Users", and add a user (or edit a user), nothing appears under "Custom Fields"? What am I doing wrong? :-/ Best, --Glenn From patrickm at snapfish.com Fri Feb 18 16:30:48 2005 From: patrickm at snapfish.com (Patrick Morris) Date: Fri, 18 Feb 2005 13:30:48 -0800 Subject: [rt-users] smrsh exited with EX_TEMPFAIL In-Reply-To: <6da9cccc050218083820494a80@mail.gmail.com> References: <6da9cccc050218083820494a80@mail.gmail.com> Message-ID: <20050218213048.GK13063@snapfish.com> You might try a "man smrsh". Sounds like you don't have it fully configured. You probably need to create a symlink to rt-mailgate in your sm.bin directory. Where that is exactly on Fedora I don't know. On Fri, 18 Feb 2005, O4Tom wrote: > Hello, > > I've plowed through my web interface problem, and have configured > sendmail to receive email. At least, plain accounts on the system now > receive email. > > However, rt's message time out. I'm certain it's do to the script set > in alias. It looks like smrsh is looking for something, but can't > find it. Here's the error message: > > > mrstinky sendmail[6914]: j1HGQ8LS006433: to="|/etc/smrsh/rt-mailgate > --queue General --action correspond --url http://locahost:2029/" , > ctladdr= (8/0), delay=23:52:47, > xdelay=00:00:01, mailer=prog, pri=2191231, dsn=4.0.0, stat=Deferred: > prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL From mose at ns.cune.edu Fri Feb 18 16:34:56 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Fri, 18 Feb 2005 15:34:56 -0600 (CST) Subject: [rt-users] Updated LDAP-SMB overlay Message-ID: I have updated the LDAP overlay from the Contributions section and added a few features. Here is an excerpt from the README. Main Features and Changes * Fixed some bugs and rearranged code. * Added authentication and auto account creation through SMB. * Order and choice of authentication methods may be specified. * Home/ticket page default refresh intervals may be specified. The overlay is available at http://www.mosemann.com/software/LDAPSMB1.1_RT3.tar.gz The file may be placed in the Contributions section, if suitable. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Diplomacy is the art of letting someone else have your own way." From APowers at PyramidBrew.com Fri Feb 18 18:57:20 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Fri, 18 Feb 2005 15:57:20 -0800 Subject: [rt-users] Problems with ExtractCustomFieldValues Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E3D8@mercury0.pyramidbrew.com> I'm attempting to set the initial priority of a ticket using ExtractCustomFieldValues. New tickets are entered through a web form which includes this line (or something similar): -- Priority: 11, Low - Minor Disruption/Inconv Due Date: 2/25/2005 -- I've installed ExtractCustomFieldValues and set up an OnCreate script with this form: -- # Syntax: # cf-name | Headername or "Body" | MatchString(re) | Postcmd | Options # # Scan body for Priority and put it into priority Priority|Body|Priority:\s*(\d+),.*| -- But it doesn't seem to be doing anything. Where can I look for clues about what's wrong? ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 From craig at sbig.com Fri Feb 18 19:10:11 2005 From: craig at sbig.com (craig Herrin) Date: Fri, 18 Feb 2005 16:10:11 -0800 Subject: [rt-users] Problems deleating a template - permissions denied Message-ID: Hi All - I'm using RT 3.2.2 and am a relatively new user / administrator. Is it possible to delete a global template after it has been created? When logged in as a user with super user global rights I get "Permission Denied" when I try to delete a global template. What am I doing wrong? Thanks, Craig Herrin From a at aufbix.org Fri Feb 18 20:06:54 2005 From: a at aufbix.org (Andraz Sraka) Date: Sat, 19 Feb 2005 02:06:54 +0100 Subject: [rt-users] Adding members to custom groups In-Reply-To: <20050218190306.GK20353@chaka.net> References: <1108743738.848.12.camel@mono> <20050218174531.GH20353@chaka.net> <1108755395.421643c35cc17@webmail.aufbix.org> <20050218190306.GK20353@chaka.net> Message-ID: <1108775214.4381.1.camel@localhost.localdomain> re On Fri, 2005-02-18 at 14:03 -0500, Todd Chapman wrote: > Then they don't have permission to do what you want. what permissions must they have. I'm managing as root user, which as far as I know, should have all the rights to do what ever I want. Am I wrong? regards, Andraz -- BOFH excuse #9: doppler effect -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From kwessel at intenex.net Sat Feb 19 02:11:39 2005 From: kwessel at intenex.net (Keith Wessel) Date: Sat, 19 Feb 2005 01:11:39 -0600 Subject: [rt-users] Answer to the Undefined subroutine Scalar::Util::Weaken problem Message-ID: <20050219071139.GB32191@zoot.intenex.net> Hi, I saw a couple of folks in January 2005's archive asking about this "undefined subroutine &Scalar::Util::weaken" problem. I was lucky enough, myself, to encounter it after RedHat decided to upgrade my Perl last weekend and mail was broken in RT all week. It was rumored that the problem was Scalar::Util not including weaken in its scope by default (post from Matt Walker on January 4). This is actually not the case. The weaken subroutine doesn't need to be explicitly included -- the use statement works either way both with and without the qw(weaken) at the end of the use statement. The problem actually stems from a version of Scalar::Util that was compiled against a version of Perl prior to 5.8.X. In fact, if you're having this problem and you do change use Scalar::Util; to use Scalar::Util qw(weaken); You'll get the error message "Weak references are not implemented in he version of Perl at..." in your log. The cause of this problem is documented at: http://perlmonks.thepen.com/424738.html Although a primative solution, (I'm old-school at system administration) this worked: cd /usr/perl5 (or /usr/local/perl5 or wherever your Perl lives) find . -type d -name Scalar -print I tar'd up all of the directories returned by the find command for safe keeping, then did an rm -r on the file "Util.pm" in each one of them. Now, with a clean slate and no Scalar::Util installed, do: perl -MCPAN -e "install Scalar::Util" This will compile Scalar::Util against your 5.8.X version of Perl which _does_ implement weak references. And everything should work fine now. Hope that helps. -Keith From aharrison at gmail.com Sat Feb 19 11:36:49 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 19 Feb 2005 11:36:49 -0500 Subject: [rt-users] Problems with ExtractCustomFieldValues In-Reply-To: <1AE2004B175A3D4A8B6230A10D0B5BE368E3D8@mercury0.pyramidbrew.com> References: <1AE2004B175A3D4A8B6230A10D0B5BE368E3D8@mercury0.pyramidbrew.com> Message-ID: On Fri, 18 Feb 2005 15:57:20 -0800, Atom Powers wrote: > > I'm attempting to set the initial priority of a ticket using > ExtractCustomFieldValues. > New tickets are entered through a web form which includes this line (or > something similar): > -- > Priority: 11, Low - Minor Disruption/Inconv Due Date: 2/25/2005 > -- > > I've installed ExtractCustomFieldValues and set up an OnCreate script with > this form: > -- > # Syntax: > # cf-name | Headername or "Body" | MatchString(re) | Postcmd | Options > # > # Scan body for Priority and put it into priority > Priority|Body|Priority:\s*(\d+),.*| > -- Your scrip should be nothing more than: Condition: On Create Action: Extract Custom Field Values Stage: TransationCreate Template: YourCustomFieldExtractionTemplate The part you've put in as a scrip needs to be the template. -- Andy Harrison From aharrison at gmail.com Sat Feb 19 11:41:57 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 19 Feb 2005 11:41:57 -0500 Subject: [rt-users] Checking GroupMembership in code In-Reply-To: <20050217184813.30767.qmail@web26609.mail.ukl.yahoo.com> References: <20050217184813.30767.qmail@web26609.mail.ukl.yahoo.com> Message-ID: On Thu, 17 Feb 2005 18:48:13 +0000 (GMT), Oluwatomisin Ilori wrote: > Hi all, > Please can anyone help me out with the code snippet to check and retrieve > the Group a particular user belongs to so that i can do certain things bases > on the GroupID or name returned. > Thanks. A user can belong to any number of groups and there is no designation for any sort of "primary" group. You need to come at it from the other direction, take a group and determine if a user is a member of that group. You can do that with my little snippet here: http://wiki.bestpractical.com/admin/index.cgi?GroupMembershipCheck -- Andy Harrison From aharrison at gmail.com Sat Feb 19 11:44:30 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 19 Feb 2005 11:44:30 -0500 Subject: [rt-users] Checking GroupMembership in code In-Reply-To: <20050217184813.30767.qmail@web26609.mail.ukl.yahoo.com> References: <20050217184813.30767.qmail@web26609.mail.ukl.yahoo.com> Message-ID: Oops... Drop the /admin/ from that url... -- Andy Harrison From aharrison at gmail.com Sat Feb 19 11:46:55 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 19 Feb 2005 11:46:55 -0500 Subject: [rt-users] Autogenerating emails when tickets are created In-Reply-To: <20050217093106.9E2A23DCB@mail.virtualaccess.com> References: <20050217093106.9E2A23DCB@mail.virtualaccess.com> Message-ID: > Can anybody help on this one? The emails are not being sent to the creator > of the ticket??. Correct behavior. This is controlled by the NotifyActor param in your etc/RT_SiteConfig.pm file. -- Andy Harrison From tomisilori at yahoo.co.uk Sat Feb 19 12:16:54 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Sat, 19 Feb 2005 17:16:54 +0000 (GMT) Subject: [rt-users] Checking GroupMembership in code In-Reply-To: Message-ID: <20050219171654.86861.qmail@web26601.mail.ukl.yahoo.com> Hi everyone, Thanks for all the help everyone has provided. I'm currently looking at the GroupMemberschipCheck on RT Wiki's site but the problem i have is that i need to check the group membership a user belongs too This is the code i'm intending to use. The logic is that a user is checked against the group he belongs to and if he belongs to a particular group, he is added to the adminCc. pls, kindly help me look through this. Any suggestions would be appreciated. I'm trying to use this code as a custom condition code. my $admincclist = $self->TicketObj->AdminCc; my $user = RT::User->new($RT::SystemUser); $user->LoadByEmail('tomi at google.com'); my $GroupObj = RT::Group->new( $session{ 'CurrentUser' } ); my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); $PrincipalObj->Load( $user->Id;); $GroupObj->LoadUserDefinedGroup( 'RegionEast' ); if( $HasMember = $GroupObj->HasMemberRecursively( $PrincipalObj )); { $admincclist->AddMember($user->Id); return (1); } $GroupObj->LoadUserDefinedGroup( 'RegionWest); elsif ($HasMember = $GroupObj->HasMemberRecursively( $PrincipalObj ) { $admincclist->AddMember($user->Id); return (1); } else { return (undef } --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From yacoob at chruptak.plukwa.net Sat Feb 19 19:28:32 2005 From: yacoob at chruptak.plukwa.net (Jakub Turski) Date: Sun, 20 Feb 2005 01:28:32 +0100 Subject: [rt-users] RT3.{2|4} + Apache::AuthenNTLM = 2 problems In-Reply-To: <20050218181106.GB5285@dfs> References: <20050218181106.GB5285@dfs> Message-ID: <20050220002832.GA10329@dfs> ._ The little penguin sat on the shore, _ at __ watching Jakub Turski write the letter ~~~~~ on the memorable day of 2005/02/18 19:20 > Greetings, fellow RTers. [cut] Not quite happy to answer to myself, but still... perhaps someone will also think wrong in the same way as me. Anyway, I was mistaken about 'WebFallbackToInternalAuth' - I was hoping that it internal auth will be displayed if external one fails. In fact, internal auth (and its login box) is kicked into action only if external auth succeed, but REMOTE_USER set by apache doesn't exist in RT database. > I want the fallback just in case ADC fails, so I can log in, at least with > locally defined root account. ... and thus, I think that this kind of fallback won't be possible :( > Of course this brokes rt command line tool, which is a bit more important to > me than fallback. This one still remains a mistery to me. I've investigated the code of bin/rt, and found that no user/pass is passed to LWP. Therefore, once any AuthType is in place, I get 401 while using any 'rt command' :( Simple workaround would be something like this: Satisfy any allow from localhost ...but it is not always possible/plausible. According to wiki, bin/rt should not be affected by web auth, but apparently (judging from code, and sheer fact of usage of LWP :) this is not the case. I've modified bin/rt to parse .rtrc for three additional arguments in .rtrc: webuser - user used for web auth webpass - password used for web auth webrealm - auth realm set up in apache The patch itself looks like this: --------8<------------------------------------------------------- 72a73,75 > webuser => undef, > webpass => undef, > webrealm => undef 749a753,761 > > # handle web auth > if (defined $config{'webuser'}) { > my $serv; > ($serv = $config{'server'}) =~ s{[^:]+://([^/]+)/?.*}{$1}; # try to get server:port from $config{server} > $serv .= ":80" if ($serv !~ m{\w+:\d+}); # add ':80' if port is missing > $ua->credentials($serv, $config{'webrealm'}, $config{'webuser'} => $config{'webpass'}); # set creds for LWP > } > 1182c1194 < if (/^(user|passwd|server|query|orderby)\s+(.*)\s?$/) { --- > if (/^(user|passwd|webuser|webpass|webrealm|server|query|orderby)\s+(.*)\s?$/) { --------8<------------------------------------------------------- ... and basically works for me ;> So far I have only tested this with Basic auth, but as there's LWP::Auth::NTLM module, it should also work with NTLM auth (I'll test it on Monday) Please drop me a line if you find this patch useful. If not, drop mi line as well, perhaps I'm missing something here? :> Best regards, KT. -- __ __.---------------------------------------------------------------.__ (oo) | If God is perfect, why did He create discontinuous functions? | / \/ \ | | `V__V' `--.__penguin_#128720______________________________________________.--' From rt-list at unassemble.co.uk Sat Feb 19 18:19:55 2005 From: rt-list at unassemble.co.uk (Lee W) Date: Sat, 19 Feb 2005 23:19:55 +0000 Subject: [rt-users] RT 3.4.1 Custom Field Searches Message-ID: <4217C99B.3000609@unassemble.co.uk> Hi Everyone, I've just installed RT-3.4.1 and am very impressed. There is a few things that it doesn't have by default so I've tried adding in some custom fields (Company, SLA, Topic) all of which are Single Select type. It seems however that I cannot search on these custom fields. If I do a search just on these fields I got no results and also if I try searching on one of the built-in fields and the OR one of the custom fields in again it returns no results (the built in field on it's own displays the correct results fine). I thought that it may be to with the choice of field type so I tried adding a simple single input field in, that also does not work. I've read though a few of the reason Release Annoucements and they indicate that searches on these fields should work, but no matter what I do they don't. Can you someone enlighten me as to where I'm going wrong or confirm if this is a known issue. Thanks for your time, Lee From jesse at bestpractical.com Sun Feb 20 03:24:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 20 Feb 2005 03:24:52 -0500 Subject: [rt-users] RT 3.4.1 Custom Field Searches In-Reply-To: <4217C99B.3000609@unassemble.co.uk> References: <4217C99B.3000609@unassemble.co.uk> Message-ID: <20050220082452.GB7677@bestpractical.com> On Sat, Feb 19, 2005 at 11:19:55PM +0000, Lee W wrote: > Hi Everyone, > > I've just installed RT-3.4.1 and am very impressed. > > There is a few things that it doesn't have by default so I've tried > adding in some custom fields (Company, SLA, Topic) all of which are > Single Select type. > > It seems however that I cannot search on these custom fields. If I do a > search just on these fields I got no results and also if I try searching > on one of the built-in fields and the OR one of the custom fields in > again it returns no results (the built in field on it's own displays the > correct results fine). > > I thought that it may be to with the choice of field type so I tried > adding a simple single input field in, that also does not work. I've > read though a few of the reason Release Annoucements and they indicate > that searches on these fields should work, but no matter what I do they > don't. Can you capture the database queries RT is doing? > > Can you someone enlighten me as to where I'm going wrong or confirm if > this is a known issue. > > Thanks for your time, > > Lee > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From markus.linke at gmail.com Sun Feb 20 05:04:12 2005 From: markus.linke at gmail.com (Markus Linke) Date: Sun, 20 Feb 2005 10:04:12 +0000 Subject: [rt-users] RT and RTFM Installation Problem Message-ID: <7be56219050220020432befed5@mail.gmail.com> Hi, I am trying to install: -rw-r--r-- 1 root root 6533120 Feb 15 09:01 rt-3.4.1.tar -rw-r--r-- 1 root root 552960 Sep 25 2003 rtfm-2-0-0.tar and have problems with RTFM. RT works fine, all dependencies are resolved and the system is working well. RTFM also installs without problems, the schema gets extended and the RTFM directories are created, but it does not show up on the website. I am not sure, where to look now in order to identify the problem?!?! Any help appreciated! Thanks, Markus From markus.linke at gmail.com Sun Feb 20 06:56:59 2005 From: markus.linke at gmail.com (Markus Linke) Date: Sun, 20 Feb 2005 11:56:59 +0000 Subject: [rt-users] RT and RTFM Installation Problem In-Reply-To: <7be562190502200243101e255e@mail.gmail.com> References: <7be56219050220020432befed5@mail.gmail.com> <78c5b14105022002241919ef01@mail.gmail.com> <7be562190502200243101e255e@mail.gmail.com> Message-ID: <7be5621905022003564bfe512c@mail.gmail.com> STUPID ME!!!! I thought I did use the most current version ... downloaded it ... installed it ... all working fine :o) rt 3.4.1 does not work with rtfm 2.0.0 but with 2.0.4 it is fine! Thanks a lot! Markus On Sun, 20 Feb 2005 05:24:12 -0500, Stephen Hancock wrote: > Marcus, > > We had no problems installing RTFM at all. It is mostly automatic. I > did notice that you are not using the most current RTFM (2.0.4) and > this may be your problem. We have it running fine with 3.4.1 RT. Also, > be sure to check the file permissions. > > Stephen > > > On Sun, 20 Feb 2005 10:04:12 +0000, Markus Linke wrote: > > Hi, > > > > I am trying to install: > > > > -rw-r--r-- 1 root root 6533120 Feb 15 09:01 rt-3.4.1.tar > > -rw-r--r-- 1 root root 552960 Sep 25 2003 rtfm-2-0-0.tar > > > > and have problems with RTFM. RT works fine, all dependencies are > > resolved and the system is working well. > > > > RTFM also installs without problems, the schema gets extended and the > > RTFM directories are created, but it does not show up on the website. > > I am not sure, where to look now in order to identify the problem?!?! > > > > Any help appreciated! > > > > Thanks, > > Markus > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > From rmreis at cpqd.com.br Sun Feb 20 09:36:36 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Sun, 20 Feb 2005 14:36:36 -0000 Subject: [rt-users] Startup ERROR: Client does not support authentication protocol requested by server. Message-ID: <097013530AD6F24F8D21F7CABCB26A250110C002@MAILSRV1.aquarius.cpqd.com.br> > Hello There!!! > > I was working so fine with RT in my job (RedHat 9.2 with RT 3.22 + Apache 2.050 + Perl 585 + modperl2 + mysql 4.1.8) and today, when I tried to access, it was down!!! So I opened the log file and I saw this message error: > > Client does not support authentication protocol requested by server; consider upgrading MySQL client at /opt/perl/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 139 > > In oher way, when I run "rt/bin/rt-setup-database --action drop" it's work fine. But if I run "rt/bin/rt-setup-database --action init" the error appears again: > > Creating mysql database rt. > Now populating database schema. > Creating database schema. > schema sucessfully inserted > Now inserting database ACLs > Now inserting RT core system objects > [Thu Jan 20 16:42:58 2005] [crit]: Connect Failed Client does not support authentication protocol requested by server; consider upgrading MySQL client at ./rt-setup-database line 330 (/opt/rt/lib/RT.pm:258) > > But I didn't change anything!!!! What can be happen?? What is it mean?? > > Thank's for regards!!!! > > Rodolfo Reis. > rmreis at cpqd.com.br > Brazil. > > From savage at savage.za.org Sun Feb 20 14:09:51 2005 From: savage at savage.za.org (Chris Knipe) Date: Sun, 20 Feb 2005 21:09:51 +0200 Subject: [rt-users] ticket numbers Message-ID: <001601c5177f$c0f75fd0$0a01a8c0@ops.cenergynetworks.com> Hi, Which database's auto_increment field do I change / set again in order to get RT to use specific IDs for tickets? Say, 20050218xxxx (on 05/02/18) 20050219xxxx (on 05/02/19) etc. -- Chris. From joerg at die-herberts.de Sun Feb 20 18:22:49 2005 From: joerg at die-herberts.de (Joerg Herbert) Date: Mon, 21 Feb 2005 00:22:49 +0100 Subject: [rt-users] ticket numbers In-Reply-To: <001601c5177f$c0f75fd0$0a01a8c0@ops.cenergynetworks.com> Message-ID: <421929D9.6973.261FC88@localhost> On 20 Feb 2005 at 21:09, Chris Knipe wrote: > Which database's auto_increment field do I change / set again in order > to get RT to use specific IDs for tickets? > > Say, > 20050218xxxx (on 05/02/18) > 20050219xxxx (on 05/02/19) > etc. First, a simple ALTER TABLE doesn't work, because it isn't supported with INNODB-Tables under mysql. This ist what I use: ---- BEGIN WORK; LOCK TABLES Tickets WRITE; INSERT INTO Tickets (id) VALUES (DATE_FORMAT(CURRENT_DATE,'%Y%m%d00')); DELETE FROM Tickets WHERE id = DATE_FORMAT(CURRENT_DATE,'%Y%m%d00'); UNLOCK TABLES; COMMIT; ----- With this Snippet you are limited to 99 Tickets a Day, because id is an Integer-Value. You should make shure that you have a spam- filtering-Mechanism running before the tickets makes it into RT. It would be nice, if such things would be possible "the API-Way", but I know that setting the Ticket-Number manually is not wanted ;) -- Bye for now, Bis denne, Joerg From seph at directionless.org Sun Feb 20 20:05:09 2005 From: seph at directionless.org (seph) Date: Sun, 20 Feb 2005 20:05:09 -0500 Subject: [rt-users] Re: rt-mailgate issue and Integrating a Customer Database In-Reply-To: (Dave Kettmann's message of "Tue, 15 Feb 2005 13:24:17 -0600") References: Message-ID: > My other problem is I need to get our current customer database > integrated into RT. Has anyone had success with this? An example of > fields we have in the DB are: What do you mean "integrated"? Are you trying to do a bulk import (write a script), have RT pull data from your existing DB as needed (look at the canonicalize routines)? something else? seph From arnd at invers.com Mon Feb 21 02:53:33 2005 From: arnd at invers.com (Arnd Steinbrecher) Date: Mon, 21 Feb 2005 08:53:33 +0100 Subject: [rt-users] ticket migration Message-ID: <1213851754.20050221085333@invers.com> I want to migrate the RT Database form a rt-3.0.6 with postgres-7.3.2 to a rt-3.4.1 with MySQL-4.0.23 running om a mew computer. I found a perlscript on rt site called rt3-on-pg-to-mysql. But i don't find any documentation for it. Can this script connect to a remote Mysql? And will it work for my configuration? -- Mit freundlichen Gr??en Arnd Steinbrecher Invers GmbH From fjmartinez at csi.uned.es Mon Feb 21 09:03:01 2005 From: fjmartinez at csi.uned.es (Francisco Javier =?iso-8859-1?Q?Mart=EDnez?= Martinez) Date: Mon, 21 Feb 2005 15:03:01 +0100 Subject: [rt-users] Current user mail and name Message-ID: <6.1.2.0.2.20050221145701.0441cb90@csipop.uned.es> Hello. I am customizing the templates for the comments mails in a queue, I wanna that in the email appears the name of the user logged in the RT that makes the comment, I had tried this: From: {$TransactionObj->CurrentUser->Name} with no succes, all this become to that if I took a ticket there is a owner value for that ticket: Owner: {$Ticket->OwnerObj->Name} But what happends if nobody takes the ticket , I need that the commends come from somebody, but I could find the right value for that fields. Best regards & TIA. From alex at longhill.brighton-hove.sch.uk Mon Feb 21 10:30:17 2005 From: alex at longhill.brighton-hove.sch.uk (Alex Harrington) Date: Mon, 21 Feb 2005 15:30:17 -0000 Subject: [rt-users] Startup ERROR: Client does not support authenticationprotocol requested by server. Message-ID: > Client does not support authentication protocol requested by server; consider upgrading MySQL client at /opt/perl/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 139 Someone has upgraded your MySQL implementation. You need to rebuild DBD I think? There was some stuff about it on the list a little while ago - check the archives... Cheers -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From rkagan at yorku.ca Mon Feb 21 10:33:41 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Mon, 21 Feb 2005 10:33:41 -0500 (EST) Subject: [rt-users] Startup ERROR: Client does not support authenticationprotocol requested by server. In-Reply-To: References: Message-ID: If you've upgrade to 4.1 from 4.0 or below you'll need to modify the config to include the line old-passwords under the [mysqld] header if you don't want to rebuild you dbd. Ramon Kagan York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Mon, 21 Feb 2005, Alex Harrington wrote: > > Client does not support authentication protocol requested by > server; consider upgrading MySQL client at > /opt/perl/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 139 > > Someone has upgraded your MySQL implementation. You need to rebuild DBD > I think? > > There was some stuff about it on the list a little while ago - check the > archives... > > Cheers > > -- > Alex Harrington - IT Support, Longhill High School > > t: 01273 304086 | e: alex at longhill.org.uk > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From dkettmann at netlogic.net Mon Feb 21 10:33:18 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Mon, 21 Feb 2005 09:33:18 -0600 Subject: [rt-users] Startup ERROR: Client does not supportauthenticationprotocol requested by server. Message-ID: Actually this is a problem with MySQL Version incompatibility. I ran into this as well. You have to setup your MySQL server to use the 'old-password' style passwords. You can check this link: http://dev.mysql.com/doc/mysql/en/old-client.html It should give you some insight on how to fix your problem. Dave Kettmann NetLogic 314-266-4000 > -----Original Message----- > From: Alex Harrington [mailto:alex at longhill.brighton-hove.sch.uk] > Sent: Monday, February 21, 2005 9:30 AM > To: Rodolfo de Moraes Reis; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Startup ERROR: Client does not > supportauthenticationprotocol requested by server. > > > > Client does not support authentication protocol requested by > server; consider upgrading MySQL client at > /opt/perl/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 139 > > Someone has upgraded your MySQL implementation. You need to > rebuild DBD > I think? > > There was some stuff about it on the list a little while ago > - check the > archives... > > Cheers > > -- > Alex Harrington - IT Support, Longhill High School > > t: 01273 304086 | e: alex at longhill.org.uk > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your > town soon! (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From maxime.levasseur at b3g-telecom.com Mon Feb 21 11:05:22 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Mon, 21 Feb 2005 17:05:22 +0100 Subject: [rt-users] RT3.4: Auto assigning a ticket to a user Message-ID: <421A06C2.9050803@b3g-telecom.com> Here is my problem : for some mails only ( distributed to an adress like rt-bug at xxxxx ) i just want to automatically : 1. open a ticket and put it in a dedicated queue ( Bug tracking ) : done through my /etc/aliases rt-bug: "|/etc/smrsh/rt-mailgate --queue Bug-Tracking --action correspond --url xxxxxxx" rt-bug-comment: "|/etc/smrsh/rt-mailgate --queue Bug-Tracking --action comment --url xxxxxxx" ... works fine. 2. give the status ' open' to this ticket ... done through a scrip ... works fine. 3. Assign this ticket to a user ( always the same for this queue ). I guess that it can be done through a scrip, but i don't find it. Any help will be appreciated. Best regards to the community. Max. From hwagener at hamburg.fcb.com Mon Feb 21 11:10:40 2005 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 21 Feb 2005 17:10:40 +0100 Subject: [rt-users] RT 3.4 on HP/UX Message-ID: <6f514f8c522777ffda1619282be21ac8@hamburg.fcb.com> Hello list, did anyone successfully install RT (3.4) on HP/UX? Are there any pitfalls to avoid? Regards, Harald From MarkRoedel at letu.edu Mon Feb 21 12:18:12 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Mon, 21 Feb 2005 11:18:12 -0600 Subject: [rt-users] RT3.4: Auto assigning a ticket to a user Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C49B@RACHAEL-NEW.letnet.net> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maxime Levasseur Sent: Monday, February 21, 2005 10:05 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT3.4: Auto assigning a ticket to a user > Here is my problem : for some mails only ( distributed to an adress like > rt-bug at xxxxx ) i just want to automatically : [snip] > 3. Assign this ticket to a user ( always the same for this queue ). I > guess that it can be done through a scrip, but i don't find it. Here's an example out of our system... Description: On ticket creation, set ticket owner... Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: (blank) Custom action preparation code: return 1; Custom action cleanup code: $self->TicketObj->SetOwner('MarkRoedel'); return 1; -- Mark Roedel Web Programmer / Analyst LeTourneau University From APowers at PyramidBrew.com Mon Feb 21 12:23:02 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Mon, 21 Feb 2005 09:23:02 -0800 Subject: [rt-users] Problems with ExtractCustomFieldValues Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E3DE@mercury0.pyramidbrew.com> -----Original Message----- From: Andy Harrison [mailto:aharrison at gmail.com] Sent: Saturday, February 19, 2005 8:37 AM To: Atom Powers Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problems with ExtractCustomFieldValues On Fri, 18 Feb 2005 15:57:20 -0800, Atom Powers wrote: > > I'm attempting to set the initial priority of a ticket using > ExtractCustomFieldValues. > New tickets are entered through a web form which includes this line > (or something similar): > -- > Priority: 11, Low - Minor Disruption/Inconv Due Date: 2/25/2005 > -- > > I've installed ExtractCustomFieldValues and set up an OnCreate script > with this form: > -- > # Syntax: > # cf-name | Headername or "Body" | MatchString(re) | Postcmd | Options > # # Scan body for Priority and put it into priority > Priority|Body|Priority:\s*(\d+),.*| > -- Your scrip should be nothing more than: Condition: On Create Action: Extract Custom Field Values Stage: TransationCreate Template: YourCustomFieldExtractionTemplate The part you've put in as a scrip needs to be the template. ---- That's what I have: In Configuration, Global, Scripts, ExtractFieldValues: Description: ExtractFieldValues Condition: On Create Action: Extract Custom Field Values Template: Global template: CustomFieldScanner Stage: TransactionCreate In Configuration, Global, Templates, CustomFieldScanner: # Syntax: # cf-name | Headername or "Body" | MatchString(re) | Postcmd | Options # # Scan body for "Priority" and put it into Priority Priority|Body|Priority:\s*(\d+),.*| The perl used in RT is beyond my ability to read. Can you tell me if my form is correct? Where can I find logs for this action? From maxime.levasseur at b3g-telecom.com Mon Feb 21 12:34:43 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Mon, 21 Feb 2005 18:34:43 +0100 Subject: [rt-users] RT3.4: Auto assigning a ticket to a user In-Reply-To: <434FADD5590FE344A09C7D7062F7FC4A02C49B@RACHAEL-NEW.letnet.net> References: <434FADD5590FE344A09C7D7062F7FC4A02C49B@RACHAEL-NEW.letnet.net> Message-ID: <421A1BB3.70309@b3g-telecom.com> > > > >Here's an example out of our system... > >Description: On ticket creation, set ticket owner... >Condition: On Create >Action: User Defined >Template: Global template: Blank >Stage: TransactionCreate >Custom condition: (blank) >Custom action preparation code: > return 1; > >Custom action cleanup code: > $self->TicketObj->SetOwner('MarkRoedel'); > return 1; > > >-- >Mark Roedel >Web Programmer / Analyst >LeTourneau University > > > > works fine now. Thanks a lot for your help. Max. From tim_wilson at hopkins.k12.mn.us Mon Feb 21 12:31:35 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 21 Feb 2005 11:31:35 -0600 Subject: [rt-users] Help request: Custom scrip action Message-ID: Hi everyone, My organization is planning to use RT to track equipment orders. Once the equipment is received at the central office, it's distributed out to a bunch of other site. We've created a queue for this purpose called "Tech-orders". I'm using the excellent ExtractCustomFieldValues.pm package to populate a custom field with the abbreviated names of the buildings where the equipment will eventually be delivered. That works fine. Now I'm adding another custom Action that is supposed to scan through the contents of that custom field and add certain users as Ccs for the ticket. (Each building has a different person(s) in charge of deploying the equipment once it's installed.) This is to notify those persons to be on the lookout for the equipment. I'm a perl newbie, but this is the code I've come up with. I've included the relevant portion of the RT log that shows the scrip failing. I would appreciate any and all suggestions very much. -Tim My code: package RT::Action::AddCcFromBuildingList; require RT::Action::Generic; use strict; use vars qw/@ISA/; @ISA=qw(RT::Action::Generic); sub Describe { my $self = shift; return (ref $self ); } sub Prepare { return (1); } sub Commit { my %building_watchers = ( "ESC" => ["user1\@example.com", "user2\@example.com"], "HHS" => ["user3\@example.com"] ); my $cclist = $self->TicketObj->Cc; my $CustomFields = $Ticket->QueueObj->CustomFields(); my $BuildingList = $Ticket->FirstCustomFieldValue('Building List'); while (my $Building = $BuildingList->Next) { foreach $email (@{building_watchers{$Building}}) { my $user = RT::User->new($RT::SystemUser); $user->LoadByEmail($email); $cclist->AddMember($user->Id); } } return(1); } 1; Logging output: [Mon Feb 21 16:39:37 2005] [error]: Scrip Prepare 28 died. - Require of RT::Action::AddCcFromBuildingList failed. Global symbol "$self" requires explicit package name at /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line 23. Global symbol "$Ticket" requires explicit package name at /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line 24. Global symbol "$Ticket" requires explicit package name at /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line 25. Global symbol "$email" requires explicit package name at /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line 28. Global symbol "$email" requires explicit package name at /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line 30. Compilation failed in require at (eval 318) line 3. -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA (44?56.013'N 93?24.736'W) ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From josh+rt at eldertimes.us Mon Feb 21 15:41:08 2005 From: josh+rt at eldertimes.us (Josh) Date: Mon, 21 Feb 2005 15:41:08 -0500 Subject: [rt-users] Re: How To Display Custom Field Data in RT 3.4.0 In-Reply-To: References: Message-ID: <20050221204108.GA11648@baldur.eldertimes.us> On Wed, Feb 16, 2005 at 11:41:38AM +0000, Mattias Nordstrom wrote: > Jason A. Diegmueller doogles.com> writes: > > > What do I need to pass to TicketList's Format in order to display Custom > > Fields, in RT 3.4? I use to use CustomField.{Name} in RT 3.2, however, > > this now returns any/all custom fields. > > > > I see references on rt-devel to FirstCustomFieldValue, but I can't figure out > > any variation or combination which makes this work. > > Any progress on this issue? I'm currently experiencing the same problem (3.4.1) > and would like to be able to build queries with custom fields shown in the > results. > I'm running in to this as well. Modifying $DefaultSearchResultFormat to get it to display a couple of custom fields gives me the wrong ones. Any docs/pointers on how to fix this? Running 3.4.1 as well. -jkl From r at elhames.co.uk Mon Feb 21 17:45:49 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Mon, 21 Feb 2005 22:45:49 -0000 Subject: [rt-users] ticket numbers References: <421929D9.6973.261FC88@localhost> Message-ID: <001c01c51867$1793d6b0$52c593c3@tiger> ----- Original Message ----- From: "Joerg Herbert" To: Sent: Sunday, February 20, 2005 11:22 PM Subject: Re: [rt-users] ticket numbers > On 20 Feb 2005 at 21:09, Chris Knipe wrote: > > > Which database's auto_increment field do I change / set again in order > > to get RT to use specific IDs for tickets? > > > > Say, > > 20050218xxxx (on 05/02/18) > > 20050219xxxx (on 05/02/19) > > etc. > > First, a simple ALTER TABLE doesn't work, because it isn't supported > with INNODB-Tables under mysql. > > This ist what I use: > ---- > BEGIN WORK; > LOCK TABLES Tickets WRITE; > INSERT INTO Tickets (id) VALUES > (DATE_FORMAT(CURRENT_DATE,'%Y%m%d00')); > DELETE FROM Tickets WHERE id = DATE_FORMAT(CURRENT_DATE,'%Y%m%d00'); > UNLOCK TABLES; > COMMIT; > ----- I wont opt out for this method either, you 'll get untold problems when its time to upgrade , or bug fix etc ..also I am not sure how ticket updates via mail will work ..I would recommend that you create a seperate table with the Id you wish DATE-Id and Tickets.Id as fields. Roy > > With this Snippet you are limited to 99 Tickets a Day, because id is > an Integer-Value. You should make shure that you have a spam- > filtering-Mechanism running before the tickets makes it into RT. > > It would be nice, if such things would be possible "the API-Way", but > I know that setting the Ticket-Number manually is not wanted ;) > > -- > Bye for now, > Bis denne, > Joerg > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From osin at smr.ru Tue Feb 22 00:09:03 2005 From: osin at smr.ru (Igor Osin) Date: Tue, 22 Feb 2005 09:09:03 +0400 Subject: [rt-users] RT-3.4.1 - broken localization Message-ID: <01fb01c5189c$a08a7340$aa08000a@vita.local> Hi, It seems the patch "r2229 - in rt/branches/3.4-RELEASE" brokes localization of "Take" column in "10 newest unowned tickets" list. Instead of russian word "?????" (in rt-3.4.0) one can see garbage "??????????" (in rt-3.4.1). Restoring of old code solves problem: - $m->out( $subcol ); + $m->out( Encode::decode_utf8($subcol) ); Regards, Igor From jesse at bestpractical.com Tue Feb 22 00:13:08 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Feb 2005 00:13:08 -0500 Subject: [rt-users] RT-3.4.1 - broken localization In-Reply-To: <01fb01c5189c$a08a7340$aa08000a@vita.local> References: <01fb01c5189c$a08a7340$aa08000a@vita.local> Message-ID: <20050222051308.GC23424@bestpractical.com> On Tue, Feb 22, 2005 at 09:09:03AM +0400, Igor Osin wrote: > Hi, > > It seems the patch "r2229 - in rt/branches/3.4-RELEASE" brokes localization > of "Take" column in "10 newest unowned tickets" list. > Instead of russian word "?????" (in rt-3.4.0) one can see garbage > "??????????" (in rt-3.4.1). > > Restoring of old code solves problem: > > - $m->out( $subcol ); > + $m->out( Encode::decode_utf8($subcol) ); And breaks it in other languages. Can you tell us more about your environment? FastCGI with the 3.4.0 code and German breaks things. > > Regards, > Igor > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From osin at smr.ru Tue Feb 22 00:26:55 2005 From: osin at smr.ru (Igor Osin) Date: Tue, 22 Feb 2005 09:26:55 +0400 Subject: [rt-users] RT-3.4.1 - broken localization References: <01fb01c5189c$a08a7340$aa08000a@vita.local> <20050222051308.GC23424@bestpractical.com> Message-ID: <022101c5189f$1f86ecd0$aa08000a@vita.local> Linux 2.6.10 (based on Fedora Core 2), glibc-2.3.3 Apache_1.3.31 + mod_perl-1.29 MySQL-4.0.23 Perl-5.8.6 LANG=ru_RU.KOI8-R (russian) rt-3.4.1 Regards, Igor ----- Original Message ----- From: "Jesse Vincent" To: "Igor Osin" Cc: Sent: Tuesday, February 22, 2005 9:13 AM Subject: Re: [rt-users] RT-3.4.1 - broken localization > > > > On Tue, Feb 22, 2005 at 09:09:03AM +0400, Igor Osin wrote: > > Hi, > > > > It seems the patch "r2229 - in rt/branches/3.4-RELEASE" brokes localization > > of "Take" column in "10 newest unowned tickets" list. > > Instead of russian word "?????" (in rt-3.4.0) one can see garbage > > "??????????" (in rt-3.4.1). > > > > Restoring of old code solves problem: > > > > - $m->out( $subcol ); > > + $m->out( Encode::decode_utf8($subcol) ); > > And breaks it in other languages. Can you tell us more about your > environment? FastCGI with the 3.4.0 code and German breaks things. > > > > > Regards, > > Igor > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From stephen at hknet.com Tue Feb 22 01:45:58 2005 From: stephen at hknet.com (Stephen Fung) Date: Tue, 22 Feb 2005 14:45:58 +0800 Subject: [rt-users] LocalTimezone problem with default queue due Message-ID: <421AD526.1040709@hknet.com> My local timezone is Hongkong(GMT+8) and I've set it in my RT_SiteConfig.pm. My problem is, I set the due day of a queue to 7 days and when I am trying to create a ticket using the web GUI, the 'Due' field is set to "CurrentTime + 7 days - 8 hours". (e.g. my local time is now Feb 22 2005 14:44, but the due day will be appeared as Mar 1 2005 06:44). Anyone has the same problem? Anyone know how to fix it? From tomisilori at yahoo.co.uk Tue Feb 22 03:15:50 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Tue, 22 Feb 2005 08:15:50 +0000 (GMT) Subject: [rt-users] Generating querystrings from the web QueryBuilder In-Reply-To: <20050221170005.B8D254D8147@diesel.bestpractical.com> Message-ID: <20050222081550.90972.qmail@web26602.mail.ukl.yahoo.com> Hi everyone, Please, can anyone help me out with this. I'm trying to create a query string that can be used in rt-crontool to send timed notifications but i'm not getting the expected results. The query string i'm using is: Status != 'resolved' AND Created = '2 hours' AND Queue = 'InternetAccess' . Actually, what i want is to be able to obtain tickets that have not been resolved in exactly 2 hours from the internet access queue, but my result is showing tickets that were created over 2 hours ago, like 12hours ago..Am i feeding in the wrong parameters? Please, any assistance would be greatly appreciated. Thanks. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen at hknet.com Tue Feb 22 03:55:19 2005 From: stephen at hknet.com (Stephen Fung) Date: Tue, 22 Feb 2005 16:55:19 +0800 Subject: [rt-users] LocalTimezone problem with default queue due (Solved) In-Reply-To: <421AD526.1040709@hknet.com> References: <421AD526.1040709@hknet.com> Message-ID: <421AF377.4030205@hknet.com> I eventually modify the line in /share/html/Ticket/Create.html as following to solve it: if ($QueueObj->DefaultDueIn && !$ARGS{'Due'}) { my $default_due = RT::Date->new($session{'CurrentUser'}); $default_due->SetToNow(); $default_due->AddDays($QueueObj->DefaultDueIn); # $ARGS{'Due'} = $default_due->ISO(); # Original code $ARGS{'Due'} = $default_due->AsString(); } Stephen Fung wrote: > My local timezone is Hongkong(GMT+8) and I've set it in my > RT_SiteConfig.pm. > > My problem is, I set the due day of a queue to 7 days and when I am > trying to create a ticket using the web GUI, the 'Due' field is set to > "CurrentTime + 7 days - 8 hours". (e.g. my local time is now Feb 22 2005 > 14:44, but the due day will be appeared as Mar 1 2005 06:44). > > Anyone has the same problem? Anyone know how to fix it? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From torsten.brumm at kuehne-nagel.com Tue Feb 22 04:35:39 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC) Date: Tue, 22 Feb 2005 10:35:39 +0100 Subject: [rt-users] Error from Mailgate RT2.0.15 Message-ID: Hi RT Users, since some days i got a strange error: A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/opt/rt2/bin/rt-mailgate --queue GB_CCPS --action correspond generated by gbccps at localhost The following text was generated during the delivery attempt: ------ pipe to |/opt/rt2/bin/rt-mailgate --queue GB_CCPS --action correspond generated by gbccps at localhost ------ RT::Action::NotifyWithAttachment=HASH(0x8a48ed4): Could not send mail for RT::Transaction=HASH(0x8958db0) So, the Setup: Queue Name: GB_CCPS Mail Pipe: gbccps: "|/opt/rt2/bin/rt-mailgate --queue GB_CCPS --action correspond" (in /etc/aliases) Get Mail: poll pop3.int.kn auth password proto POP3 user mail at company.com is gbccps at localhost here pass password fetchall This pipe is working well for more than 200 Queues, but not for this one....! Any Ideas???? Thanks Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer ____________________________________________________ Kuehne+Nagel AG & Co KG HAM MI-IC / Corporate IT Ferdinand Strasse 29-33 D-20095 Hamburg Germany Tel: +49 40 329 15 199 Gsm: +49 17 362 66 693 -------------- next part -------------- A non-text attachment was scrubbed... Name: Torsten Brumm.vcf Type: text/x-vcard Size: 840 bytes Desc: not available URL: From torsten.brumm at kuehne-nagel.com Tue Feb 22 04:45:25 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC) Date: Tue, 22 Feb 2005 10:45:25 +0100 Subject: AW: [rt-users] Error from Mailgate RT2.0.15 In-Reply-To: Message-ID: Sorry Guys, error found: Wrong Mail Address at a watcher. Sorry for this Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Im Auftrag von Torsten Brumm / HAM MI-IC Gesendet: Dienstag, 22. Februar 2005 10:36 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Error from Mailgate RT2.0.15 Hi RT Users, since some days i got a strange error: A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/opt/rt2/bin/rt-mailgate --queue GB_CCPS --action correspond generated by gbccps at localhost The following text was generated during the delivery attempt: ------ pipe to |/opt/rt2/bin/rt-mailgate --queue GB_CCPS --action correspond generated by gbccps at localhost ------ RT::Action::NotifyWithAttachment=HASH(0x8a48ed4): Could not send mail for RT::Transaction=HASH(0x8958db0) So, the Setup: Queue Name: GB_CCPS Mail Pipe: gbccps: "|/opt/rt2/bin/rt-mailgate --queue GB_CCPS --action correspond" (in /etc/aliases) Get Mail: poll pop3.int.kn auth password proto POP3 user mail at company.com is gbccps at localhost here pass password fetchall This pipe is working well for more than 200 Queues, but not for this one....! Any Ideas???? Thanks Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer ____________________________________________________ Kuehne+Nagel AG & Co KG HAM MI-IC / Corporate IT Ferdinand Strasse 29-33 D-20095 Hamburg Germany Tel: +49 40 329 15 199 Gsm: +49 17 362 66 693 From sven.sternberger at desy.de Tue Feb 22 05:20:19 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 22 Feb 2005 11:20:19 +0100 Subject: [rt-users] Mysql Replication! Message-ID: <421B0763.8050602@desy.de> Hi I want to use the simple built-in one way replication from mysql to backup my innodb rt database. Now I read that there are some caveats with this. So does RT uses mysql user variables? Has anybody tried it already and has hands-on experience? regards! From joerg at die-herberts.de Tue Feb 22 06:18:13 2005 From: joerg at die-herberts.de (Joerg Herbert) Date: Tue, 22 Feb 2005 12:18:13 +0100 Subject: [rt-users] ticket numbers In-Reply-To: <001c01c51867$1793d6b0$52c593c3@tiger> References: <421929D9.6973.261FC88@localhost> <001c01c51867$1793d6b0$52c593c3@tiger> Message-ID: <20050222111812.GB29123@redhorse.die-herberts.de> On Mon, 21 February 2005 22:45:49 -0000, Raed El - Hames wrote: > ----- Original Message ----- > From: "Joerg Herbert" > To: > Sent: Sunday, February 20, 2005 11:22 PM > Subject: Re: [rt-users] ticket numbers > > > > On 20 Feb 2005 at 21:09, Chris Knipe wrote: > > > > > Which database's auto_increment field do I change / set again in order > > > to get RT to use specific IDs for tickets? > > > > First, a simple ALTER TABLE doesn't work, because it isn't supported > > with INNODB-Tables under mysql. > > > > This ist what I use: > > ---- > > BEGIN WORK; > > LOCK TABLES Tickets WRITE; > > INSERT INTO Tickets (id) VALUES > > (DATE_FORMAT(CURRENT_DATE,'%Y%m%d00')); > > DELETE FROM Tickets WHERE id = DATE_FORMAT(CURRENT_DATE,'%Y%m%d00'); > > UNLOCK TABLES; > > COMMIT; > > ----- > I wont opt out for this method either, you 'll get untold problems when its > time to upgrade , or bug fix etc ..also I am not sure how ticket updates via > mail will work ..I would recommend that you create a seperate table with the > Id you wish DATE-Id and Tickets.Id as fields. Normally your don't run into any Problems. I run my snippet once a Day via cron-script. So Ticket-Creation via Mail goes the normal way (I hope I understand your Problems here). But you are correct, I have to check for each major update if the database-schema for Tickets change. But I do have to do this regardless if I do it my way or your way. -- Bye for now, Bis denne, Joerg From John.Enok.Vollestad at nr.no Tue Feb 22 09:11:48 2005 From: John.Enok.Vollestad at nr.no (John Enok Vollestad) Date: Tue, 22 Feb 2005 15:11:48 +0100 Subject: [rt-users] Priority escalation when moving between queues Message-ID: <421B3DA4.10504@nr.no> Different queues have different start and end priorities and days until due. When a task is moved from one queue to another the priority should be calculated differently but the start and end priority along with the number of days until due follows the ticket. This is possible the best solution for some but for us this was not the best. Therefore we have made an Action (rt3/lib/RT/Action/UpdatePriority.pm - attached) that updates the priority according to the queue. The script should be stright forward and easy to understand but we are not responsible for any harm of your system and so on.. We have different queues reflecting the priority of the case. The queues have names like '01 day', '07 days', '14 days' and '30 days'. The first queue start its priority at 50 and the rest at 0. Tickets in the '07 days' queue have after 7 days a priority of 100 and after 14 days a priority of 14. Likewise tickets in the '14 days' queue have a priority of 50 after 7 days, 100 after 14 days and 150 after 21 days and so on. Thereby moving a ticket from one queue to another changes the priority and the rate at which it increase. The script is run each night but it will only change the priority when needed so one can run it every minute without generating to much noice in the history of the tickets. NB: mark that this script does not update the due-date. Should not be difficult to modify though. -- John Enok Vollestad | System Administrator jev at nr.no | +47 22 85 26 45 Norwegian Computing Center (NR) | http://www.nr.no/ -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: UpdatePriority.pm URL: From John.Enok.Vollestad at nr.no Tue Feb 22 09:33:50 2005 From: John.Enok.Vollestad at nr.no (John Enok Vollestad) Date: Tue, 22 Feb 2005 15:33:50 +0100 Subject: [rt-users] Priority escalation when moving between queues In-Reply-To: <421B3DA4.10504@nr.no> References: <421B3DA4.10504@nr.no> Message-ID: <421B42CE.2060305@nr.no> Have also added it to http://wiki.bestpractical.com/index.cgi?Contributions under the section 'External utils'. -- John Enok Vollestad | System Administrator jev at nr.no | +47 22 85 26 45 Norwegian Computing Center (NR) | http://www.nr.no/ From jlee110 at yahoo.com Tue Feb 22 10:32:45 2005 From: jlee110 at yahoo.com (James Lee) Date: Tue, 22 Feb 2005 07:32:45 -0800 (PST) Subject: [rt-users] remove "Quick ticket creation" section Message-ID: <20050222153245.97485.qmail@web51701.mail.yahoo.com> hi, i'm using rt3.2.2. is it possible to remove the "Quick ticket creation" section in the main page? is it done thru the overlay method? thanks jim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From barnaclebob at gmail.com Tue Feb 22 10:45:25 2005 From: barnaclebob at gmail.com (Barnacle Bob) Date: Tue, 22 Feb 2005 10:45:25 -0500 Subject: [rt-users] Pre formated text in a new ticket Message-ID: Hello all. I am using an on resolve script to create a ticket in the next workflow queue and i am generating an ascii table of information but on the web interface this does not stay preformated. I tried using 
       tags but unfortunatly those get included as regular text
not html.  Does any one know of a way i can get an ascii table into my
tickets Transactions?  Thanks

-Karl Pietr
Northview Public Schools


From aharrison at gmail.com  Tue Feb 22 10:48:43 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 22 Feb 2005 10:48:43 -0500
Subject: [rt-users] Problems with ExtractCustomFieldValues
In-Reply-To: <1AE2004B175A3D4A8B6230A10D0B5BE368E3DE@mercury0.pyramidbrew.com>
References: <1AE2004B175A3D4A8B6230A10D0B5BE368E3DE@mercury0.pyramidbrew.com>
Message-ID: 

On Mon, 21 Feb 2005 09:23:02 -0800, Atom Powers  wrote:
> 
> -----Original Message-----
> From: Andy Harrison [mailto:aharrison at gmail.com]
> Sent: Saturday, February 19, 2005 8:37 AM
> To: Atom Powers
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Problems with ExtractCustomFieldValues
> 
> On Fri, 18 Feb 2005 15:57:20 -0800, Atom Powers 
> wrote:
> >
> > I'm attempting to set the initial priority of a ticket using
> > ExtractCustomFieldValues.
> > New tickets are entered through a web form which includes this line
> > (or something similar):
> > --
> > Priority:  11, Low - Minor Disruption/Inconv Due Date:  2/25/2005
> > --
> >
> > I've installed ExtractCustomFieldValues and set up an OnCreate script
> > with this form:
> > --
> > # Syntax:
> > # cf-name | Headername or "Body" | MatchString(re) | Postcmd | Options
> > # # Scan body for Priority and put it into priority
> > Priority|Body|Priority:\s*(\d+),.*|
> > --
> 
> Your scrip should be nothing more than:
> 
> Condition: On Create
> Action: Extract Custom Field Values
> Stage: TransationCreate
> Template: YourCustomFieldExtractionTemplate
> 
> The part you've put in as a scrip needs to be the template.
> 
> ----
> That's what I have:
> In Configuration, Global, Scripts, ExtractFieldValues:
> 
> Description: ExtractFieldValues
> Condition: On Create
> Action: Extract Custom Field Values
> Template: Global template: CustomFieldScanner
> Stage: TransactionCreate
> 
> In Configuration, Global, Templates, CustomFieldScanner:
> 
> # Syntax:
> # cf-name | Headername or "Body" | MatchString(re) | Postcmd | Options
> #
> # Scan body for "Priority" and put it into Priority
> Priority|Body|Priority:\s*(\d+),.*|
> 
> The perl used in RT is beyond my ability to read. Can you tell me if my form
> is correct? Where can I find logs for this action?
> 

That comma in your regex might be breaking it.  It expects to match
"Priority: 50, foo bar baz" but if you have just "Priority: 50" by
itself, no match.

-- 
Andy Harrison


From mose at ns.cune.edu  Tue Feb 22 10:53:07 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 22 Feb 2005 09:53:07 -0600 (CST)
Subject: [rt-users] LocalTimezone problem with default queue due (Solved)
In-Reply-To: <421AF377.4030205@hknet.com>
Message-ID: 

On Tue, 22 Feb 2005, Stephen Fung wrote:

> I eventually modify the line in /share/html/Ticket/Create.html as 
> following to solve it:
> 
> 
> if ($QueueObj->DefaultDueIn && !$ARGS{'Due'}) {
>      my $default_due = RT::Date->new($session{'CurrentUser'});
>      $default_due->SetToNow();
>      $default_due->AddDays($QueueObj->DefaultDueIn);
> 
> #    $ARGS{'Due'} = $default_due->ISO();  # Original code
> 
>      $ARGS{'Due'} = $default_due->AsString();
> }

Good catch.  The problem above is a bug.  ISO dates are stored in the
database, but dates for the user are in local time.  The original line
makes the default date (which the user enters) ISO, and it gets ISO'ed,
again, when stored in the database.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"A no-smoking section in a restaurant is like a no-peeing
 section in a swimming pool."



From evanderv at speednetllc.com  Tue Feb 22 11:20:20 2005
From: evanderv at speednetllc.com (Eric Vanderveer)
Date: Tue, 22 Feb 2005 11:20:20 -0500
Subject: [rt-users] Migrate RT (Windows) to RT (Fedora)
Message-ID: 


Is there a section somewhere on the webpage that will show me how to
Migrate RT to Linux from Windows?  I can't seem to find it if there even
is a way.

Thanks

Eric Vanderveer
SpeednetLLC
Network Administrator	
evanderv at speednetllc.com


From steve at n2sw.com  Tue Feb 22 11:35:57 2005
From: steve at n2sw.com (steverieger)
Date: Tue, 22 Feb 2005 11:35:57 -0500
Subject: [rt-users] Migrate RT (Windows) to RT (Fedora)
In-Reply-To: 
Message-ID: 

Dump the db, setup the new rt on fedora, import the db and debug.






On 2/22/05 11:20 AM, "Eric Vanderveer"  wrote:

> 
> Is there a section somewhere on the webpage that will show me how to
> Migrate RT to Linux from Windows?  I can't seem to find it if there even
> is a way.
> 
> Thanks
> 
> Eric Vanderveer
> SpeednetLLC
> Network Administrator 
> evanderv at speednetllc.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 




From shildret at scotth.emsphone.com  Tue Feb 22 11:37:12 2005
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Tue, 22 Feb 2005 10:37:12 -0600
Subject: [rt-users] Migrate RT (Windows) to RT (Fedora)
In-Reply-To: 
References: 
Message-ID: <1109090232.20596.260.camel@scotth.emsphone.com>

my guess is you should install the same version (RT) on Linux,
and import your database from windows.(do a db dump).  Then upgrade 
after that is working, if that is your intention.

On Tue, 2005-02-22 at 11:20 -0500, Eric Vanderveer wrote:
> Is there a section somewhere on the webpage that will show me how to
> Migrate RT to Linux from Windows?  I can't seem to find it if there even
> is a way.
> 
> Thanks
> 
> Eric Vanderveer
> SpeednetLLC
> Network Administrator	
> evanderv at speednetllc.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
-- 
Scott T. Hildreth 


From rmreis at cpqd.com.br  Tue Feb 22 11:41:25 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Tue, 22 Feb 2005 13:41:25 -0300
Subject: RES: [rt-users] remove "Quick ticket creation" section
Message-ID: 

Remove this 

<& /Elements/QuickCreate &>

into /share/html/index.html... But attention... http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT

Regards.
Rodolfo.

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Em nome de James Lee
Enviada em: ter?a-feira, 22 de fevereiro de 2005 12:33
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] remove "Quick ticket creation" section


hi,
i'm using rt3.2.2.  is it possible to remove the
"Quick ticket creation" section in the main page?  is
it done thru the overlay method?  thanks
jim

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

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


From barnaclebob at gmail.com  Tue Feb 22 11:48:02 2005
From: barnaclebob at gmail.com (Barnacle Bob)
Date: Tue, 22 Feb 2005 11:48:02 -0500
Subject: [rt-users] Re: Pre formated text in a new ticket
In-Reply-To: 
References: 
Message-ID: 

Through modifing the css template i was able to make the font not
colapse whitespace and be monospaced but now i have run into the
problem that somewhere my lines that start with | are getting
alternating row colors which is a pretty neat feature if it wasn't
adding whitespace and newlines to that block of text throwing off the
ascii table.  Any ideas on how to get around this "feature"  because i
am about to go postal on this.  thanks

-Karl Pietri


On Tue, 22 Feb 2005 10:45:25 -0500, Barnacle Bob  wrote:
> Hello all.  I am using an on resolve script to create a ticket in the
> next workflow queue and i am generating an ascii table of information
> but on the web interface this does not stay preformated.  I tried
> using 
       tags but unfortunatly those get included as regular text
> not html.  Does any one know of a way i can get an ascii table into my
> tickets Transactions?  Thanks
> 
> -Karl Pietr
> Northview Public Schools
>


From aharrison at gmail.com  Tue Feb 22 13:44:56 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 22 Feb 2005 13:44:56 -0500
Subject: [rt-users] Generating querystrings from the web QueryBuilder
In-Reply-To: <20050222081550.90972.qmail@web26602.mail.ukl.yahoo.com>
References: <20050221170005.B8D254D8147@diesel.bestpractical.com>
	<20050222081550.90972.qmail@web26602.mail.ukl.yahoo.com>
Message-ID: 

On Tue, 22 Feb 2005 08:15:50 +0000 (GMT), Oluwatomisin Ilori
 wrote:
> Hi everyone,
> Please, can anyone help me out with this. I'm trying to create a query
> string that can be used in rt-crontool to send timed notifications but i'm
> not getting the expected results. 
> The query string i'm using is: 
> Status != 'resolved'  AND Created = '2 hours'  AND Queue = 'InternetAccess'
> . Actually, what i want is to be able to obtain tickets that have not been
> resolved in exactly 2 hours from the internet access queue, but my result is
> showing tickets that were created over 2 hours ago, like 12hours ago..Am i
> feeding in the wrong parameters? Please, any assistance would be greatly
> appreciated. 
> Thanks.

If you specify Created = '2 hours' then it's going to look for tickets
that were created exactly 2 hours prior to the current time.  Use
Created < '2 hours ago' for your comparison.

-- 
Andy Harrison


From aharrison at gmail.com  Tue Feb 22 13:53:54 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 22 Feb 2005 13:53:54 -0500
Subject: [rt-users] Help request: Custom scrip action
In-Reply-To: 
References: 
Message-ID: 

On Mon, 21 Feb 2005 11:31:35 -0600, Tim Wilson
 wrote:
> Hi everyone,
> 
> My organization is planning to use RT to track equipment orders. Once the
> equipment is received at the central office, it's distributed out to a bunch
> of other site. We've created a queue for this purpose called "Tech-orders".
> 
> I'm using the excellent ExtractCustomFieldValues.pm package to populate a
> custom field with the abbreviated names of the buildings where the equipment
> will eventually be delivered. That works fine. Now I'm adding another custom
> Action that is supposed to scan through the contents of that custom field
> and add certain users as Ccs for the ticket. (Each building has a different
> person(s) in charge of deploying the equipment once it's installed.) This is
> to notify those persons to be on the lookout for the equipment.
> 
> I'm a perl newbie, but this is the code I've come up with. I've included the
> relevant portion of the RT log that shows the scrip failing. I would
> appreciate any and all suggestions very much.
> 
> -Tim
> 
> My code:
> 
> package RT::Action::AddCcFromBuildingList;
> require RT::Action::Generic;
> 
> use strict;
> use vars qw/@ISA/;
> @ISA=qw(RT::Action::Generic);
> 
> sub Describe  {
>   my $self = shift;
>   return (ref $self );
> }
> 
> sub Prepare {
>   return (1);
> }
> 
> sub Commit {
>   my %building_watchers = (
>     "ESC" => ["user1\@example.com",
>               "user2\@example.com"],
>     "HHS" => ["user3\@example.com"]
>   );
>   my $cclist = $self->TicketObj->Cc;
>   my $CustomFields = $Ticket->QueueObj->CustomFields();
>   my $BuildingList = $Ticket->FirstCustomFieldValue('Building List');
> 
>   while (my $Building = $BuildingList->Next) {
>     foreach $email (@{building_watchers{$Building}}) {
>       my $user = RT::User->new($RT::SystemUser);
>       $user->LoadByEmail($email);
>       $cclist->AddMember($user->Id);
>     }
>   }
>   return(1);
> }
> 
> 1;
> 
> Logging output:
> 
> [Mon Feb 21 16:39:37 2005] [error]: Scrip Prepare 28 died. - Require of
> RT::Action::AddCcFromBuildingList failed.
> Global symbol "$self" requires explicit package name at
> /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
> 23.
> Global symbol "$Ticket" requires explicit package name at
> /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
> 24.
> Global symbol "$Ticket" requires explicit package name at
> /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
> 25.
> Global symbol "$email" requires explicit package name at
> /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
> 28.
> Global symbol "$email" requires explicit package name at
> /usr/share/request-tracker3.2/lib/RT/Action/AddCcFromBuildingList.pm line
> 30.
> Compilation failed in require at (eval 318) line 3.

You're confusing scrips with perl modules.

You can do it right inside a scrip.  Here is an example from one of mine. 

Description: AddWatcherFoo
Condition: User defined
Custom Condition: 
return undef unless ($self->TransactionObj->Type eq "Create");
return undef unless ($self->TicketObj->FirstCustomFieldValue('MyField') =~ 
 /SomeValue/i);

Action: User defined
Custom action preparation code:

my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Cc', Email
=> "foo\@example.com" );
return 1;

Custom action cleanup code:
return 1;

Stage: TransactionCreate
Template: Global template: Blank

-- 
Andy Harrison


From aharrison at gmail.com  Tue Feb 22 13:55:20 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 22 Feb 2005 13:55:20 -0500
Subject: [rt-users] Help request: Custom scrip action
In-Reply-To: 
References: 
Message-ID: 

Oops...  at the bottom of that custom condition, be sure to add a:

return 1;

-- 
Andy Harrison


From aharrison at gmail.com  Tue Feb 22 13:55:20 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 22 Feb 2005 13:55:20 -0500
Subject: [rt-users] Help request: Custom scrip action
In-Reply-To: 
References: 
Message-ID: 

Oops...  at the bottom of that custom condition, be sure to add a:

return 1;

-- 
Andy Harrison


From aharrison at gmail.com  Tue Feb 22 13:59:42 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 22 Feb 2005 13:59:42 -0500
Subject: [rt-users] Current user mail and name
In-Reply-To: <6.1.2.0.2.20050221145701.0441cb90@csipop.uned.es>
References: <6.1.2.0.2.20050221145701.0441cb90@csipop.uned.es>
Message-ID: 

On Mon, 21 Feb 2005 15:03:01 +0100, Francisco Javier Mart?nez Martinez
 wrote:
> Hello.
> 
> I am customizing the templates for the comments mails in a queue, I wanna
> that in the email appears the name of the user logged in the RT  that makes
> the comment, I had tried this:
> 
> From: {$TransactionObj->CurrentUser->Name}
> 
> with no succes, all this become to that if I took  a ticket there is a
> owner value for that ticket:
> 
> Owner: {$Ticket->OwnerObj->Name}
> 
> But what happends if nobody takes the ticket ,  I need that the commends
> come from somebody, but I could find the right value for that fields.

I believe you want $TransactionObj->CreatorObj->Name.

-- 
Andy Harrison


From ron.tyro at utoronto.ca  Tue Feb 22 14:55:03 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Tue, 22 Feb 2005 14:55:03 -0500
Subject: [rt-users] Appointments and Request Tracker.
Message-ID: <421B8E17.796FB8BF@utoronto.ca>

Hi,

RT 3.4

I was wondering if it is possible to implement workflow to book
appointments in Request Tracker.  The available appointment times are to
be set up in advance.  The appointments are normally booked by our front
line staff.


Thank you,
Ron
-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From mhowsden at gmail.com  Tue Feb 22 16:27:56 2005
From: mhowsden at gmail.com (Mike Howsden)
Date: Tue, 22 Feb 2005 14:27:56 -0700
Subject: [rt-users] error on ticket creation
In-Reply-To: <9A30794A885AC24FBD56A0196BEBC32B600670@marathon.us.proofpoint.com>
References: <9A30794A885AC24FBD56A0196BEBC32B600670@marathon.us.proofpoint.com>
Message-ID: <68bee7ae05022213275ba7be3@mail.gmail.com>

Hello All,

I'm new to request tracker and recently installed it on a redhat 9
system with apache2 and fastcgi.  Things seem to be working up to the
point where I try to create a ticket then i get the error shown below.

Any insight on how I might fix this problem would be appreciated.  I
tried to install the newest version of DBI.pm but that didn't seem to
work.  the machine i'm using needs to have both perl5.8.0 and
perl5.8.6 installed.  It seems to be getting most of it's config from
the perl5.8.6 as that's what i have specified as the perl i want to
use in the ./configure process.  Is there anywhere else besides
mason_handler.fcgi that I need to specify the perl to use?  I assume
this is a perl module issue of some kind.

Thanks in advance for any help,

Mike



RT Error    	  
Ticket could not be created due to an internal error

System error
error:  	panic: DBI active kids (10) < 0 or > kids (1) at
/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm line 1613.
context:  	
...  	
1609:  	if ($sth) {
1610:  	return $sth unless $sth->FETCH('Active');
1611:  	Carp::carp("prepare_cached($statement) statement handle $sth
still Active")
1612:  	unless ($if_active ||= 0);
1613:  	$sth->finish if $if_active <= 1;
1614:  	return $sth if $if_active <= 2;
1615:  	}
1616:  	$sth = $dbh->prepare($statement, $attr);
1617:  	$cache->{$key} = $sth if $sth;
...  	
code stack:  	/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm:1613
/usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:69
/usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:81
/usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:87
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1078
raw error
-------------------------------------------------------
panic: DBI active kids (10) < 0 or > kids (1) at
/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm line 1613.


Trace begun at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm
line 131
HTML::Mason::Exceptions::rethrow_exception('panic: DBI active kids
(10) < 0 or > kids (1) at
/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm line 1613.^J')
called at /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm line
1613
DBD::_::db::prepare_cached('DBI::db=HASH(0x9c93a94)', 'SELECT
RELEASE_LOCK(?)', 'HASH(0x9c3b70c)', 1) called at
/usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line
69
Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0x9c0ef7c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 81
Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0x9c0ef7c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 87
Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0x9c0ef7c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 1078
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 1078
HTML::Mason::Request::comp(undef, undef, undef, 'Status', 'new',
'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors',
'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '',
'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test',
'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '',
'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf',
'', 'MemberOf-new', '', 'Content', 'testing test', 'Due', '') called
at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 297
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9c3531c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm
line 197
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm
line 197
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9c3531c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm
line 216
HTML::Mason::Interp::exec(undef, undef, 'Status', 'new',
'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors',
'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '',
'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test',
'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '',
'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf',
'', 'MemberOf-new', '', 'Content', 'testing test', 'Due', '') called
at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line
127
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm
line 127
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x93ef5f4)',
'HASH(0x9c676c0)') called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 76
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x93ef5f4)',
'CGI::Fast=HASH(0x9c35670)') called at
/usr/local/rt3/bin/mason_handler.fcgi line 76
eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76


From niels=rt at bakker.net  Tue Feb 22 18:50:57 2005
From: niels=rt at bakker.net (Niels Bakker)
Date: Wed, 23 Feb 2005 00:50:57 +0100
Subject: [rt-users] Question about watchers and RT at a glance
In-Reply-To: <4214C664.9030608@c-cure.be>
References: <4214C664.9030608@c-cure.be>
Message-ID: <20050222235057.GE33864@snowcrash.tpb.net>

* kris.boulez at c-cure.be (Kris Boulez) [Thu 17 Feb 2005, 19:29 CET]:
> When customers submit tickets with us there are cases in which multiple 
> people of the customer are intrested in a ticket. We add these as 
> watchers on the ticket. If we Reply on a ticket, all the watchers get 
> this mail in CC (as is expected with Watchers).
> The "problem" now is that if the customers replies by doing "reply to 
> all", the watchers get two copies of the mail (once by the reply to all, 
> once as watcher of the ticket). What do people think about this and what 
> solutions to people have for this.
> The obvious solution is to teach the customer to only "reply" to RT and 
> explain them that the watchers will get a copy of the mail via RT. But 
> is there another possible solution for this.

I changed the "On Correspond Notify Requestors and CCs" scrip to only
fire when correspondence was submitted via the web interface, figuring
that external people can decide who they want to mail themselves.

What I'm missing is a way to tell RT to automatically pick up additional
Cc's during the lifetime of a ticket, it only does this at creation, and
the code looks a bit tricky in the various files like Interface/Email.pm.
(I'd like this to have additional Cc's picked up where an external party
 would Cc a colleague of his asking "Can you please pick this up?")


	-- Niels.

-- 


From jbillin at fmc.gotdns.org  Tue Feb 22 20:35:47 2005
From: jbillin at fmc.gotdns.org (jbillin at fmc.gotdns.org)
Date: Wed, 23 Feb 2005 14:35:47 +1300
Subject: [rt-users] /Search/Listing.html 404
Message-ID: <20050223013547.GA31456@fmc.gotdns.org>

Hello,

I am a new userof RT 3.4.1, I have had the system up and running and after adding some users with 
various permissions I find that the 'tickets' menu item yeilds;

 Not Found
The requested URL /Search/Listing.html was not found on this server.

Apache Logs:

x.x.x.x - - [23/Feb/2005:14:20:11 +1300] "GET /Search/Listing.html HTTP/1.1" 404 296 
"http://xxx/" "Mozilla/5.0 (Windows; U; Windows NT 5.0; en-US; rv:1.7.5) Gecko/20041107 
Firefox/1.0" "-"

I have rebuilt RT into a different directory but that lacks /Search/Listing.html as well?

Is this due to an option I have inadvertently enabled or a permission given to a user? I have tried 
reversing the changes to no avail. Searching the list archives and google have not helped.

Any assistance would be appreciated.

Regards,
jonathan



From jesse at bestpractical.com  Wed Feb 23 00:40:45 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Feb 2005 00:40:45 -0500
Subject: [rt-users] [Rt-announce] RT 3.2.3 now available
Message-ID: <20050223054045.GN23424@bestpractical.com>

RT 3.2.3 is now available for download. This maintenance release
contains numerous bugfixes and represents a longer delay between
releases in a stable series than I'd like. It's been a learning
experience to manage multiple stable branches of RT with a small team
and would have been completely impossible without the help of svk, a
version control system that adds advanced merging tools to the
subversion system it uses as a backend.[1]

You can download RT 3.2.3 at:

	http://www.bestpractical.com/rt/download.html

MD5 sums for this release:

dddba8129495917d4b9c7f2244525584  rt-3.2.3.tar.gz
ce2fd9c5a1d9cfed8833407d139a3fd7  rt-3.2.3.tar.gz.sig

[1] You can find out more about svk at http://svk.elixus.org

Release notes:

Core 
----

 RT-Ticket: 6219 - Rebuilt RT::Tickets' watcher search logic to only use _one_ join to the users/groups table so as to create joins that can be computed in finite time. Theoretically, this makes watcher searching less powerful.  In practice, it makes watcher searching a lot more possible.

 Refactored RT's core attachment processing logic to be a bit less baroque and to use new convenience methods. ths should prevent some mail header display strangeness folks were seeing.
 
 RT-Ticket: 6118 - The "RT_System" internal user had a last-updated-by id of "0", which wasn't a user

 Updated Attachment import code to take database-specific lob encoding into account

 RT-Ticket: 6327 - Users who had "DeleteTicket" but not "ModifyTicket" could not delete tickets.
 
 This is introduced because "Ticket::SetStatus" checks the ACL but forgets to tell "Ticket::_Set" NOT to check (which does check again, but only against the 'ModifyTicket' right, and thus denies the change).  Thanks to Ruediger Riediger
 
 Removed a spurious =>, Thanks to Todd Chapman
 
 Refactoring to use the API to determine if a ticket is being closed, rather than looking at a hardcoded status.  -- Stephen Quinney

 Backporting a fix for creating/deleting attributes from RT 3.4.
 (Also, to make this go, we require SearchBuilder 1.19)
 
 RT-Ticket: 6239 - Applied patch from Rudolph Pereira to allow email plugins to change ticket ID
     
  Bandaid fix: RT doesn't currently do the right thing with mime-encoded headers We _should_ be preserving them encoded until after parsing is completed and THEN undo the mime-encoding.  
 
 Ticket_Overlay and Transaction_Overlay still had "ClassAccessible" methods, rather than the current "OverlayAccessible" style

 Additional fixes for display of unlimited search results

 Log::Dispatch wants ->warning, not ->warn.

 RT-Ticket: 6230 - New "batch transactions" core from Ruslan. This update makes it much easier to use stock conditions for bulk updates
 
 RT-Ticket: 6197 - Removed a comment from the PostgreSQL schema files, as some versions of postgres fail to parse it well.

 RT-Ticket: 6163 - Ruslan provided patches to improve perfomrance and maintainability of the TicketSQL parser

 RT-Ticket: 6174 - Additional bullet-proofing for a number of email-address handling regexps

 RT-Ticket: 6160 - Refactored how we add links on ticket creation so that "ModifyTicket" rights aren't checked on ticket creation.
 


Search
------

 RT-Ticket: 6286 -  Searching on Ticket data  and Transaction content caused horribly pessimal searches.
 

 RT-Ticket: 6443 -  Ticket Searches on AdminCc would fail on non-mysql databases due to a case error
 
 If we can't load a user by email address, make sure we can't load that user by name before returning an error
 
 RT-Ticket: 6378 -  Added a flag to allow tools to use the RT API to search for deleted tickets.  (Ruslan)


Internationalization
--------------------

 Polish Translation from Piotr Sliwa

 New French translation from robitail at iro.umontreal.ca 

 New Czech translation from Jan Okrouhl?\195?\131?\194?\189

 RT-Ticket: 6270  - Localized the "Status" field in the selfservice UI
 


REST Interface
--------------

 RT-Ticket: 6338 - Force UTF8 content type on replies from RT's REST interface (Thanks to Dirk Pape)
 
 REST UI for listing tickets was missing a newline, resulting in a malformed response
 
Security
--------

  Fixed a case where catastrophic failure of the logging infrastructure on initial login could result in a failing login attempt ending up iwth a valid remote session. -- Reported by Tom Yu
 
 
Web UI
------

 Refactored ColumnMap to remove use of a deprecated API

 Multiple fixes to ticket search result display
 
 RT-Ticket: 6272 - When updating comments and signature in the Administrative UI, RT won't introduce extra newlines anymore. (Todd Chapman)

 RT-Ticket: 6276 - Now honor the RT::MaxInlineBody configuration variable. Also, the Content-Disposition header.  We no longer display long attachments inline if they were marked as attachments.

 RT-Ticket: 6264 - Fix the "ShowAttachments" component to deal gracefully, even if called without a precached set of attachments.  From Rolf Grossmann.
 
Sending Email 
-------------

 RT-Ticket: 4624 - Provide more control over how autogenerated mail gets sent out via RT.
 
 RT-Ticket: 6121 - Fixed the name of the template used to notify non-privilged users when their password is changed
 
 RT-Ticket: 5959 - RT was sending 8-bit mail without setting the relevant content-tranfer-encoding  header.

Web UI
------

 RT-Ticket: 6242 - There were a couple of bugs in the bulk update page that broke ticket linking.  (Among other things, the custom fields update functionality was completely broken. It's been disabled pending a new implementation)

 RT-Ticket: 6061 - Web interface "Bulk update" was clobbering ticket status of updated tickets.
 
 RT-Ticket: 6148 - When using the "Jumbo" update, modify ticket basics _after_ recording ticket updates, so that the update doesn't modify ticket status.
 
 Improved "stickiness" of queries.

 Next/Prev navigation should be more consistently available now.
 
 Most recent query should be available more consistently.
 
 RT-Ticket: 6081 - Fixed tsv (spreadsheet output) to not include "->MemberEmailAddressesAsString" in header.
 
 RT-Ticket: 6336 - The attribute "align" in COLUMN_MAP wasn't usable, because it could not be used for a complete column, so I added a /ALIGN:.. section in CollectionAsTable/ParseFormat and use it in Row.  There also was a minor error to be corrected, since the old variant of ParseFormat did not allow more than one /ANYTHING:... to be use (in my example /TITLE:.../ALIGN:...)  --Dirk Pape


Custom Fields
-------------

 Fixes to allow setting "FreeformSingle" custom fields to an empty value.

  RT-Ticket: 6162 - If CustomFieldValues is called with a field name that is not valid for that queue all custom field values for that ticket are returned. I would expect that no custom field values should be returned.

 RT-Ticket: 6165 - When you edited an 'Enter Multiple Values' custom field all values were displayed on one line and saved as one entry. 

 RT-Ticket: 6166 - FreeformMultiple CFS are created using HTML textarea, so only one value is returned from the browser. RT 3.x currently treats as a single value and stores all values in one CF with embedded newlines. This patch fixes it so they are treated as separate CF values.  -Todd


Configuration
-------------
 RT-Ticket: 4919 - Applied a patch from fw at deneb.enyo.de to give a better example for address canonicalization
 
 Fixed the MaxAttachmentSize variable name in comments. Thanks to Graham Dunn


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


From jlee110 at yahoo.com  Wed Feb  2 14:27:55 2005
From: jlee110 at yahoo.com (James Lee)
Date: Wed, 02 Feb 2005 19:27:55 -0000
Subject: [rt-users] 1 apache serving 2 RT instance
In-Reply-To: <5.2.1.1.2.20050202133151.01ed35d8@po14.mit.edu>
Message-ID: <20050202192238.58529.qmail@web51701.mail.yahoo.com>

steve,
thanks for the reply.  is there an example on the
setup for running two separate apache instances (with
different configs)?  attached is my httpd.conf.  i
tried using virtual host in apache but the second
port(9090) isn't working.  
thanks
jim

--- Stephen Turner  wrote:

> At Wednesday 2/2/2005 11:49 AM, James Lee wrote:
> >hi,
> >i'm using RT 3.2.2 with apache 1.3.  is it possible
> to
> >use 1 apache server to access 2 seperate install of
> >RT?  currently i already have the apache server
> >accessing 1 instance of RT.  i want to install
> another
> >RT into a seperate directory and use the same
> apache
> >to access both RT.  if anyone has any details on
> this
> >setup i would appreciate any info you could
> provide.
> >thanks
> >jim
> 
> Depends exactly what you mean by "1 apache server".
> If you mean one running 
> apache instance, you need to use fastcgi. If you
> mean one apache 
> installation, you can run two separate apache
> instances (with different 
> configs) and use either fastcgi or modperl.
> 
> Steve 
> 
> 


		
__________________________________ 
Do you Yahoo!? 
The all-new My Yahoo! - What will yours do?
http://my.yahoo.com 
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From tomisilori at yahoo.co.uk  Wed Feb 23 02:27:10 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Wed, 23 Feb 2005 07:27:10 +0000 (GMT)
Subject: [rt-users] Generating querystrings from the web QueryBuilder
In-Reply-To: 
Message-ID: <20050223072710.65456.qmail@web26609.mail.ukl.yahoo.com>

Thanks Andy for the suggestion. The only problem with that is that i get tickets that were created even more than 2 hours ago from the current time- even those that had been created days and weeks ago were still displayed and that makes sense anyway. But what i really wanted is to get tickets that were created exactly 2 hours ago from the system time and i don't get any accurate result. But I might have to make do with using <2 hours ago in the search string for now...Any further suggestions would be appreciated.
 
Thanks

 
 

Andy Harrison  wrote:
On Tue, 22 Feb 2005 08:15:50 +0000 (GMT), Oluwatomisin Ilori
wrote:
> Hi everyone,
> Please, can anyone help me out with this. I'm trying to create a query
> string that can be used in rt-crontool to send timed notifications but i'm
> not getting the expected results. 
> The query string i'm using is: 
> Status != 'resolved' AND Created = '2 hours' AND Queue = 'InternetAccess'
> . Actually, what i want is to be able to obtain tickets that have not been
> resolved in exactly 2 hours from the internet access queue, but my result is
> showing tickets that were created over 2 hours ago, like 12hours ago..Am i
> feeding in the wrong parameters? Please, any assistance would be greatly
> appreciated. 
> Thanks.

If you specify Created = '2 hours' then it's going to look for tickets
that were created exactly 2 hours prior to the current time. Use
Created < '2 hours ago' for your comparison.

-- 
Andy Harrison

		
---------------------------------
 ALL-NEW Yahoo! Messenger - all new features - even more fun!  
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From bhavesh.mistry at kdn.co.ke  Wed Feb 23 03:39:21 2005
From: bhavesh.mistry at kdn.co.ke (Bhavesh)
Date: Wed, 23 Feb 2005 11:39:21 +0300
Subject: [rt-users] Help with RT 3.0.11 support queue
Message-ID: <004001c51983$2c04f620$700da8c0@bemystified>

Hi
I have been using RT for more than 1 year now and suddenly its giving me
a problem
The default setting was that when someone sends a mail to
support at mydomain.co.ke, it autoreplies and creates a new ticket, but
this has stopped working now all of a sudden
The queue for support has not had any changes and not has the mailserver
that receives mail, there is no firewall set also
However, when a ticket is created from within the RT system in the
support queue, a mail is generated and sent to the requester and other
parties
Please help.
 
Regards,
 
Bhavesh Mistry
 
 
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From si202 at hermes.cam.ac.uk  Tue Feb 22 05:18:44 2005
From: si202 at hermes.cam.ac.uk (Steve Ison)
Date: Tue, 22 Feb 2005 10:18:44 +0000 (GMT)
Subject: [rt-users] Ticket ownership problems in RT 3.2.2
Message-ID: 

Dear All,
It appears that at 14:00 on 18/02/2005 something (mysqld?) went out of 
control on my RT server and used all the available memory:

>From /var/log/messages:
Feb 18 14:00:04 bogeyman kernel: Out of Memory: Killed process 14270 
(mysqld-max).

The sar output also shows that between 13:00 and 14:00 all the swap 
disappeared:

bogeyman:/var/log/sa # sar -r -f sa.2005_02_18 -e 16:00:00
Linux 2.6.5-7.111-default (bogeyman)    18/02/05

00:00:01    kbmemfree kbmemused  %memused kbbuffers  kbcached kbswpfree 
kbswpused  %swpused  kbswpcad
11:00:01         5992    380500     98.45      8348     67184    206388 
315716     60.47     26728
12:00:00         6916    379576     98.21      7344    139252    113040 
409064     78.35     34188
13:00:00         7824    378668     97.98      9064    145464        24 
522080    100.00     43712
14:00:24         5920    380572     98.47      1644    187816         0 
522104    100.00     16060
15:00:00        43220    343272     88.82     27736    134072    522104 
0      0.00         0
16:00:00        25996    360496     93.27     30432    136144    522104 
0      0.00         0
Average:        12146    374346     96.86     37745     70729    206825 
315279     60.39     24524


The machine came back up, fsck did it's thing but now whenever I try to 
take ownership of a ticket in RT I get:
Could not change owner.


and an entry in /var/log/messages that reads:
Feb 22 09:38:11 bogeyman RT: Couldn't delete cached group submember 4689 
(/opt/rt3/lib/RT/GroupMember_Overlay.pm:324)

So, it seems I have a database problem, does anyone know how I can fix 
this?

I'm using RT 3.2.2, MySQL 4.0.18-32, perl v5.8.3 with fast_cgi on SUSE 9.1 
kernel version 2.6.5-7.111-default.

Any advice appreciated.
Many thanks,
Steve.
-- 
Stephen Ison
Unix Support
University of Cambridge Computing Service
si202 at cam.ac.uk


From john at trdlnk.com  Wed Feb 23 08:41:16 2005
From: john at trdlnk.com (John Giles)
Date: Wed, 23 Feb 2005 07:41:16 -0600
Subject: [rt-users] RT 3.2.2: Web GUI comments insert blank comment first
In-Reply-To: <20050216171151.GI99418@compa.nl>
References: <20050216115628.GF99418@compa.nl>
	
	<20050216171151.GI99418@compa.nl>
Message-ID: 


RT 3.2.2
Mandrake 10.1
Apache 2.0.48
FastCGI
MySQL 4
Perl 5.8.3

When I make a reply or comment via the web gui I get a blank comment
a fraction of a second before the actual comment (see example below,
and notice the time stamp).

When I make a reply via email this behavior doesn't happen and only
the actual comment is created.

-------------------------------------------
#  Wed Feb 23 07:18:39 2005  john - Comments added     [Reply] [Comment]


#  Wed Feb 23 07:18:49 2005  john - Comments added     [Reply] [Comment]
									Download(untitled)
									text/plain 20b
comment test
-john
-------------------------------------------


Can anyone explain ??
This happens with multiple web browsers from Opera, Mozilla, Firefox and IE.

TIA

John Giles
john at trdlnk.com


From mhartwel at lanier.com  Wed Feb 23 08:33:48 2005
From: mhartwel at lanier.com (Matthew Hartwell)
Date: Wed, 23 Feb 2005 08:33:48 -0500
Subject: [rt-users] Help w/ Status Change Scrip
Message-ID: 

Good Morning List,

Running on RT 3.4.0, we've created a new status called "Migrate" that we 
plan on using to alert the queue Administrators that an issue has been 
fixed and some code needs to be migrated to production to implement the 
fix. I was going to use the default OnStatusChange condition for the 
scrip, but I really want to send this particular email only when the 
status has been changed to Migrate. I wrote the following custom 
condition, but it seems to trigger the email when the status is changed to 
or from migrate.

my $ticket = $self->TicketObj;
if ($ticket->Status eq 'migrate')  {
    return(1);
}
else {
    return(undef);
}

Can anyone offer advice on what I should be doing differently?

Thanks,

Matthew T. Hartwell
Senior Systems Analyst
Lanier Worldwide, Inc.
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From ronn at emm.org  Wed Feb 23 09:21:50 2005
From: ronn at emm.org (Ronald Nissley)
Date: Wed, 23 Feb 2005 09:21:50 -0500
Subject: [rt-users] RE: RT Upgrade Problem
Message-ID: 

Since upgrading to RT 3.4.1, I'm experiencing this issue. Jesse, I saw your reply to the thread; I'm not using RTIR nor has it been installed/used in the past. When I click on the Tickets link, I see the following:

System error
error:?
too many arguments at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1257
context:?
...?

197:?
# whether they should generate a full stack trace (confess() and cluck())
198:?
# or simply report the caller's package (croak() and carp()), respectively.
199:?
# confess() and croak() die, carp() and cluck() warn.
200:?

201:?
sub croak { die shortmess @_ }
202:?
sub confess { die longmess @_ }
203:?
sub carp { warn shortmess @_ }
204:?
sub cluck { warn longmess @_ }
205:?

...?


code stack:?
/usr/lib/perl5/5.8.5/Carp.pm:201
../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71
../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):283
../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al):266
/opt/rt3/lib/RT/Tickets_Overlay.pm:1257
/opt/rt3/share/html/Search/Listing.html:78
/opt/rt3/share/html/autohandler:215
raw error

too many arguments at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1257


Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('too many arguments at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1257^J') called at /usr/lib/perl5/5.8.5/Carp.pm line 201
Carp::croak('too many arguments') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al) line 71
Storable::logcroak('too many arguments') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 283
Storable::_freeze('CODE(0xf95cf84c)', 'REF(0xfa226e64)', 'SCALAR(0xfa22041c)', 'SCALAR(0xfa2299b8)', 'SCALAR(0xfa220440)') called at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al) line 266
Storable::freeze('REF(0xfa226e64)', 'SCALAR(0xfa22041c)', 'SCALAR(0xfa2299b8)', 'SCALAR(0xfa220440)') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1257
RT::Tickets::FreezeLimits('RT::Tickets=HASH(0xfa2297f0)') called at /opt/rt3/share/html/Search/Listing.html line 78
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xfa22a6f8)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xf9f3ec74)') called at /opt/rt3/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xf9edbc80)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1069
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xf9f3ec74)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134
eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xf9f3ec74)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xf9b85978)', 'Apache::RequestRec=SCALAR(0xf9edc66c)') called at /opt/rt3/bin/webmux.pl line 136
eval {...} at /opt/rt3/bin/webmux.pl line 136
RT::Mason::handler('Apache::RequestRec=SCALAR(0xf9edc66c)') called at -e line 0
eval {...} at -e line 0

Any help would be much appreciated.

Thank you,

Ronald Nissley



From andy at eva.dp.ua  Wed Feb 23 11:23:17 2005
From: andy at eva.dp.ua (Andrew Kornilov)
Date: Wed, 23 Feb 2005 18:23:17 +0200
Subject: [rt-users] how to edit comments?
Message-ID: <421CADF5.2050200@eva.dp.ua>

Hi all.

Is there are methods to edit ticket comments in RT?


From todd at chaka.net  Wed Feb 23 10:13:07 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 23 Feb 2005 10:13:07 -0500
Subject: [rt-users] Generating querystrings from the web QueryBuilder
In-Reply-To: <20050223072710.65456.qmail@web26609.mail.ukl.yahoo.com>
References: 
	<20050223072710.65456.qmail@web26609.mail.ukl.yahoo.com>
Message-ID: <20050223151306.GA20353@chaka.net>

On Wed, Feb 23, 2005 at 07:27:10AM +0000, Oluwatomisin Ilori wrote:
> Thanks Andy for the suggestion. The only problem with that is that i get tickets that were created even more than 2 hours ago from the current time- even those that had been created days and weeks ago were still displayed and that makes sense anyway. But what i really wanted is to get tickets that were created exactly 2 hours ago from the system time and i don't get any accurate result. But I might have to make do with using <2 hours ago in the search string for now...Any further suggestions would be appreciated.
>  
> Thanks

Exactly 2 hours ago means down to the second. Good luck with that!

-Todd


From mfreeman at netcogov.com  Wed Feb 23 12:18:42 2005
From: mfreeman at netcogov.com (Freeman, Michael)
Date: Wed, 23 Feb 2005 11:18:42 -0600
Subject: [rt-users] Users not showing up in RT
Message-ID: 

I have a few users in my RT system that are not showing up in the list
of people that I can "assign" tickets to. Also they do not see any of
the other tickets on the system either. I believe some of these users
were "autocreated" when they were added as a 'watcher' to tickets.

 

Any ideas?

 

 

--

 

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From ges at wingfoot.org  Wed Feb 23 12:30:48 2005
From: ges at wingfoot.org (Glenn E. Sieb)
Date: Wed, 23 Feb 2005 12:30:48 -0500
Subject: [rt-users] RT 3.4.1 on FreeBSD 4.11/Apache2.0.53
Message-ID: <421CBDC8.8080903@wingfoot.org>

Hey everyone :)

Just wanted to say--got a chance to set up 3.4.1 brand new on a box the 
other week.. and wow! Wow! WoW! Jesse & gang--every time I think you 
guys have made RT as great as possible, you go ahead and prove me wrong 
again! :) [keep that up!! hehe]

I just have a question--in earlier versions (2.0/3.0-3.2ish), one did 
not get a copy of an email you sent out.

So, if I replied to a ticket by email or web UI, I wouldn't be copied, 
as I was the one sending it out.

I'm noticing that I'm getting copies of emails now--I'm not thinking 
this is a problem, mind you, but I am curious if this is the default 
behaviour now, or did I muck something up? :)

Thanks in advance, everyone! :)

Best,
--Glenn
[Faithful RT user since 2000]


From Millard.Matt at principal.com  Wed Feb 23 12:55:36 2005
From: Millard.Matt at principal.com (Millard, Matt)
Date: Wed, 23 Feb 2005 11:55:36 -0600
Subject: [rt-users] username translations?
Message-ID: <6201DF063335254BA0D6AA7053D1011706AD6BF3@pfgdsmmbx006.principalusa.corp.principal.com>

I'm just about ready to cut over to our new 3.4.1 install from 2.1.15, but I've ran into an issue.  On 
our old instance of RT all users were created with their email address as there username.  On our
new instance we have Apache using Active Directory for authentication.  The username that they 
use for AD is different from their email address.  For example joe.smith at example.com is user 
s123456.  I'd like for the users to be able to see their old tickets created with their 
joe.smith at example.com login when we cut over to use the s123456 login.  Is there a sane way 
of doing this without screwing up RT?

Matt


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From hlepesant at veepee.com  Wed Feb 23 12:57:43 2005
From: hlepesant at veepee.com (Hugues Lepesant)
Date: Wed, 23 Feb 2005 18:57:43 +0100
Subject: [rt-users] Set Priority of a ticket on creation
Message-ID: <421CC417.5010702@veepee.com>

Hello,

Is it possible for user to set priority of the ticket they are creating 
using the Web interface ?


Best regards.

Hugues Lepesant



From rt-list at unassemble.co.uk  Wed Feb 23 13:23:15 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Wed, 23 Feb 2005 18:23:15 +0000
Subject: [rt-users] Customising Ticket Display
Message-ID: <421CCA13.5010009@unassemble.co.uk>

Hi,

After a few failed installs on various distros I've finally got RT 3.4.1 
running on Debian sid.

I'm currently considing RT for a proposal to put to my manager at work 
(are current helpdesk system is useless, not to mention expensive). The 
first thing I've noticed about RT though is it seems more geared up for 
email reponses rather than telephone calls (not a critism mind) which is 
what the majority of our work is.

Is it possible to customise the Display Ticket screen so that it can 
display the telephone number of the requestor when someone views the 
ticket. I've tried reading thought previous posts to figure this out but 
i'm completely lost.

Would someone mind posting a bit of code to get me started with this 
customisation, I do want to throw in a few more customisations 
(organisation, addresses, etc)  but I would like to try and figure it 
out myself, I just need something to get me started.

Thanks in advance.

Lee


From rmreis at cpqd.com.br  Wed Feb 23 13:33:30 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Wed, 23 Feb 2005 15:33:30 -0300
Subject: RES: [rt-users] Set Priority of a ticket on creation
Message-ID: 

Yes... just click "Show Details" in Create Ticket's Page.... But this is not possible (I guess) when you'll create as unprivileged user (SelfService's page).

Regards,
Rodolfo


-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Hugues
Lepesant
Enviada em: quarta-feira, 23 de fevereiro de 2005 14:58
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] Set Priority of a ticket on creation


Hello,

Is it possible for user to set priority of the ticket they are creating 
using the Web interface ?


Best regards.

Hugues Lepesant

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

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

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


From jaychris47 at hotmail.com  Wed Feb 23 13:33:18 2005
From: jaychris47 at hotmail.com (Jay Christopherson)
Date: Wed, 23 Feb 2005 10:33:18 -0800
Subject: [rt-users] RT 3.4.1 - unowned tickets display
Message-ID: 

Is there a way to make the "10 Newest unowned tickets" display, only display 
the newest unowned tickets for a specific queue?  By default, it shows ALL 
tickets, no matter what queue but I'd like to be able to make it queue 
specific so that the different queue owners only see new unowned tickets for 
their queues...

Thanks-
Jay




From alexmv at bestpractical.com  Wed Feb 23 13:17:38 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 23 Feb 2005 13:17:38 -0500
Subject: [rt-users] RT 3.2.2: Web GUI comments insert blank comment first
In-Reply-To: 
References: <20050216115628.GF99418@compa.nl>
	
	<20050216171151.GI99418@compa.nl>  
Message-ID: <1109182658.11501.5.camel@zoq-fot-pik.mit.edu>

On Wed, 2005-02-23 at 07:41 -0600, John Giles wrote:
> When I make a reply or comment via the web gui I get a blank comment
> a fraction of a second before the actual comment (see example below,
> and notice the time stamp).
Your MySQL does not have support for InnoDB tables compiled in, or it
has been turned off in your configuration file.  Because of this, MySQL
silently created non-transactional MyISAM tables instead of InnoDB
tables.  You will need to use a version of MySQL which supports InnoDB
queries, and convert all MyISAM tables to Innodb using the instructions
in http://dev.mysql.com/doc/mysql/en/converting-tables-to-innodb.html

..this is now a FAQ in the wiki.
 - Alex



From rmreis at cpqd.com.br  Wed Feb 23 14:09:42 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Wed, 23 Feb 2005 16:09:42 -0300
Subject: RES: [rt-users] RT 3.4.1 - unowned tickets display
Message-ID: 

Remove "SeeQueue" privilege of user (or group) that you don't want that has access in a specific queue. Don't forget set "ShowTicket" for Unprivileged Group... and will work fine!

Regards,
Rodolfo.



-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Jay
Christopherson
Enviada em: quarta-feira, 23 de fevereiro de 2005 15:33
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] RT 3.4.1 - unowned tickets display


Is there a way to make the "10 Newest unowned tickets" display, only display 
the newest unowned tickets for a specific queue?  By default, it shows ALL 
tickets, no matter what queue but I'd like to be able to make it queue 
specific so that the different queue owners only see new unowned tickets for 
their queues...

Thanks-
Jay


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

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

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


From subs-rt.users.bestpractical.com at rz.xs4all.nl  Wed Feb 23 14:09:39 2005
From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger)
Date: Wed, 23 Feb 2005 20:09:39 +0100
Subject: [rt-users] using signature for reply, but not for comment
Message-ID: <20050223190939.GB16863@rz.xs4all.nl>

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

Hi,

Is there a way to have RT add the signature of the user added to a
reply, but not to a comment? I like to see the signature only included
when replying to the requestor (and thus sending an e-mail to someone
else) and not when adding a comment (and just adding a note to the
ticket).


- -- 
Rejo Zenger  - http://rejo.zenger.nl - PGP 0x75FC50F3
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.2 (GNU/Linux)

iD8DBQFCHNTzHa9Q5nX8UPMRAhsZAKCkpFzT4g9+ixFfRr53/QUu+J6n0QCg6xI6
opqDc9Lf0nwlVxa3Ttq4em0=
=LIM+
-----END PGP SIGNATURE-----


From mose at ns.cune.edu  Wed Feb 23 14:46:02 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 23 Feb 2005 13:46:02 -0600 (CST)
Subject: [rt-users] RT 3.4.1 on FreeBSD 4.11/Apache2.0.53
In-Reply-To: <421CBDC8.8080903@wingfoot.org>
Message-ID: 

On Wed, 23 Feb 2005, Glenn E. Sieb wrote:

> I'm noticing that I'm getting copies of emails now--I'm not thinking 
> this is a problem, mind you, but I am curious if this is the default 
> behaviour now, or did I muck something up? :)

RT_Config.pm

# By default, RT doesn't notify the person who performs an update, as they
# already know what they've done. If you'd like to change this behaviour,
# Set $NotifyActor to 1

Set($NotifyActor, 0);

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"A thousand people will stop smoking today.  Their funerals will be held
 sometime in the next three or four days."  C. E. Koop, Former Surg. Gen.



From todd at chaka.net  Wed Feb 23 14:14:39 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 23 Feb 2005 14:14:39 -0500
Subject: [rt-users] Users not showing up in RT
In-Reply-To: 
References: 
Message-ID: <20050223191439.GB20353@chaka.net>

On Wed, Feb 23, 2005 at 11:18:42AM -0600, Freeman, Michael wrote:
> I have a few users in my RT system that are not showing up in the list
> of people that I can "assign" tickets to. Also they do not see any of
> the other tickets on the system either. I believe some of these users
> were "autocreated" when they were added as a 'watcher' to tickets.
> 
>  
> 
> Any ideas?
> 
>  
Make them privileged and give them 'Own Ticket' permissions.



From todd at chaka.net  Wed Feb 23 14:18:37 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 23 Feb 2005 14:18:37 -0500
Subject: [rt-users] how to edit comments?
In-Reply-To: <421CADF5.2050200@eva.dp.ua>
References: <421CADF5.2050200@eva.dp.ua>
Message-ID: <20050223191837.GD20353@chaka.net>

No.

On Wed, Feb 23, 2005 at 06:23:17PM +0200, Andrew Kornilov wrote:
> Hi all.
> 
> Is there are methods to edit ticket comments in RT?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From todd at chaka.net  Wed Feb 23 14:16:34 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 23 Feb 2005 14:16:34 -0500
Subject: [rt-users] username translations?
In-Reply-To: <6201DF063335254BA0D6AA7053D1011706AD6BF3@pfgdsmmbx006.principalusa.corp.principal.com>
References: <6201DF063335254BA0D6AA7053D1011706AD6BF3@pfgdsmmbx006.principalusa.corp.principal.com>
Message-ID: <20050223191634.GC20353@chaka.net>

On Wed, Feb 23, 2005 at 11:55:36AM -0600, Millard, Matt wrote:
> I'm just about ready to cut over to our new 3.4.1 install from 2.1.15, but I've ran into an issue.  On 
> our old instance of RT all users were created with their email address as there username.  On our
> new instance we have Apache using Active Directory for authentication.  The username that they 
> use for AD is different from their email address.  For example joe.smith at example.com is user 
> s123456.  I'd like for the users to be able to see their old tickets created with their 
> joe.smith at example.com login when we cut over to use the s123456 login.  Is there a sane way 
> of doing this without screwing up RT?
> 
> Matt
> 

You should be able to just rename the users. RT doesn't store
a reference to the username or e-mail address anywhere. Just
the used id number.


From mike at nepotia.org  Wed Feb 23 15:11:38 2005
From: mike at nepotia.org (Michael Clewley)
Date: Wed, 23 Feb 2005 15:11:38 -0500
Subject: [rt-users] username translations?
In-Reply-To: <6201DF063335254BA0D6AA7053D1011706AD6BF3@pfgdsmmbx006.principalusa.corp.principal.com>
References: <6201DF063335254BA0D6AA7053D1011706AD6BF3@pfgdsmmbx006.principalusa.corp.principal.com>
Message-ID: <1109189498.7026.26.camel@mclewley.ghsinc.com>

On Wed, 2005-02-23 at 11:55 -0600, Millard, Matt wrote:
> I'm just about ready to cut over to our new 3.4.1 install from 2.1.15, but I've ran into an issue.  On 
> our old instance of RT all users were created with their email address as there username.  On our
> new instance we have Apache using Active Directory for authentication.  The username that they 

I would recommend using the ldap overlay. I have not tested 
this updated version, but its' predecessor is straightforward and
works well.

http://www.mosemann.com/software/LDAPSMB1.1_RT3.tar.gz

Or, http://wiki.bestpractical.com/index.cgi?LdapOverlay

> use for AD is different from their email address.  For example joe.smith at example.com is user 
> s123456.  I'd like for the users to be able to see their old tickets created with their 

You'll probably want to change the 'username' for all users in RT to 
their associated AD username. That should address your concern of 
around user/ticket associations.    

> joe.smith at example.com login when we cut over to use the s123456 login.  Is there a sane way 
> of doing this without screwing up RT?

I think the only sane way to do what you want is to compromise with the
'Ldap Overlay', and change your RT account usernames.

-mike



From bill at bfccomputing.com  Wed Feb 23 16:56:51 2005
From: bill at bfccomputing.com (Bill McGonigle)
Date: Wed, 23 Feb 2005 16:56:51 -0500
Subject: [rt-users] mysql 2 postgres w/ binary attachments
Message-ID: 

I'm looking to move an RT install from mysql to postgres.  The 
instructions in the wiki work well, but they warn about problems with 
binary attachments and when doing the inserts into postgres sure enough 
there are warnings about unicode mappings.

I'd like to work/hack around the problem but I'm not sure exactly what 
the issue is to be worked around.  Can anybody clarify?

I also remember seeing a message at one point which talked about 
serializing the data into a database-agnostic form for an upgrade, 
which seems like a good path for this, but I can't seem to find 
information on that now that I need it.

Thanks,
-Bill
-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Mobile: 603.252.2606
http://www.bfccomputing.com/    Pager: 603.442.1833
AIM: wpmcgonigle                Skype: bill_mcgonigle



From stephen at hknet.com  Wed Feb 23 20:08:26 2005
From: stephen at hknet.com (Stephen Fung)
Date: Thu, 24 Feb 2005 09:08:26 +0800
Subject: [rt-users] RT 3.4.1 - unowned tickets display
In-Reply-To: 
References: 
Message-ID: <421D290A.7070302@hknet.com>

It shows all tickets of the queues you have 'SeeQueue' right only. For
those queues you have no such right, it won't be shown.

Jay Christopherson wrote:
> Is there a way to make the "10 Newest unowned tickets" display, only 
> display the newest unowned tickets for a specific queue?  By default, it 
> shows ALL tickets, no matter what queue but I'd like to be able to make 
> it queue specific so that the different queue owners only see new 
> unowned tickets for their queues...
> 
> Thanks-
> Jay
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact 
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


From dle at sympatico.ca  Wed Feb 23 22:08:33 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Wed, 23 Feb 2005 22:08:33 -0500
Subject: [rt-users] Preferences and ModifySelf
Message-ID: <20050224030833.GY5654@sympatico.ca>

Hello.  I'm running 3.4.1.  I've given the ModifySelf right to all my
privileged users, but they can modify only some of the fields in their
preferences.  http://wiki.bestpractical.com/index.cgi?ModifySelf
suggests that's the expected behaviour, so I'm wondering if there is
another way to allow them to alter any or all of those fields.

Thanks,
-- 
Dave Edwards 
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
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From tomisilori at yahoo.co.uk  Thu Feb 24 05:22:50 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Thu, 24 Feb 2005 10:22:50 +0000 (GMT)
Subject: [rt-users] Error with custom scrip action
Message-ID: <20050224102251.23724.qmail@web26605.mail.ukl.yahoo.com>

Hi everyone,
I'm running rt 3.4.0 on apache 1.3 with mod_perl 1, perl 5.8.4, mysql 4.19. I'm trying to create a custom scrip action to add adminCc's to a ticket based on the custom field selection and a change of owner.
The scrip i'm using is given below.
 
Scrip condition: On owner change
scrip action: user defined
template:global template blank
 
custom action preparation code: return 1;
custom action cleanup code:
 
my $Ticket= RT::Ticket->new ($RT::SystemUser);
my $admincclist = $Ticket->AdminCc;
my $cfValue = $Ticket->FirstCustomFieldValue('Region');
if ($cfValue =~/Region East/i && $self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Owner") 
{
$user->LoadByEmail('browna at tosoft.com');
$admincclist->AddMember($user->Id);
}
elsif ($cfValue =~/Region West/i && $self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Owner") 
{
$user->LoadByEmail('charlesd at tosoft.com');
$admincclist->AddMember($user->Id);
}
elsif ($cfValue =~/Region North/i && $self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Owner") 
{
$user->LoadByEmail('tolu at tosoft.com');
$admincclist->AddMember($user->Id);
}
else
{
return 0;
}
 
But i get the following error in the log. Pls, can someone help me out. Thanks.

 (/opt/rt3/lib/RT/Template_Overlay.pm:366)
[Thu Feb 24 14:35:15 2005] [error]: Template parsing error: Can't call method "TicketObj" on an undefined value at template line 8.
Stack:
  [template:8]
  [/opt/rt3/lib/RT/Template_Overlay.pm:416]
  [/opt/rt3/lib/RT/Template_Overlay.pm:340]
  [/opt/rt3/lib/RT/Action/SendEmail.pm:112]
  [/opt/rt3/lib/RT/Action/Notify.pm:65]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:477]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:235]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:160]
  [/opt/rt3/lib/RT/Record.pm:1373]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:2997]
  [/opt/rt3/lib/RT/Interface/Web.pm:1063]
  [/opt/rt3/share/html/Ticket/Display.html:140]
  [/opt/rt3/share/html/Ticket/Update.html:211]
  [/opt/rt3/share/html/autohandler:215]
 (/opt/rt3/lib/RT/Template_Overlay.pm:412)
[Thu Feb 24 14:35:15 2005] [error]: error:    unexpected end of header
 (/opt/rt3/lib/RT/Template_Overlay.pm:366)
[Thu Feb 24 14:35:15 2005] [debug]: About to commit scrips for transaction #2044 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Thu Feb 24 14:35:15 2005] [crit]: RT::Principal=HASH(0x9d3b6f0) HasRight called with no valid object (/opt/rt3/lib/RT/Principal_Overlay.pm:293)
root at 0[log]# tail --lines=100 rt.log
 (/opt/rt3/lib/RT/Template_Overlay.pm:366)
[Thu Feb 24 14:35:13 2005] [debug]: About to think about scrips for transaction #2043 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154)
[Thu Feb 24 14:35:13 2005] [debug]: About to prepare scrips for transaction #2043 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158)
[Thu Feb 24 14:35:13 2005] [debug]: Found 3 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354)
[Thu Feb 24 14:35:14 2005] [error]: Template parsing error: Can't call method "TicketObj" on an undefined value at template line 8.
Stack:
  [template:8]
  [/opt/rt3/lib/RT/Template_Overlay.pm:416]
  [/opt/rt3/lib/RT/Template_Overlay.pm:340]
  [/opt/rt3/lib/RT/Action/SendEmail.pm:112]
  [/opt/rt3/lib/RT/Action/Notify.pm:65]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:477]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:235]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:160]
  [/opt/rt3/lib/RT/Record.pm:1373]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:2369]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:2302]
  [/opt/rt3/lib/RT/Interface/Web.pm:478]
  [/opt/rt3/share/html/Ticket/Display.html:134]
  [/opt/rt3/share/html/Ticket/Update.html:211]
  [/opt/rt3/share/html/autohandler:215]
 (/opt/rt3/lib/RT/Template_Overlay.pm:412)
[Thu Feb 24 14:35:14 2005] [error]: error:    unexpected end of header
 (/opt/rt3/lib/RT/Template_Overlay.pm:366)
[Thu Feb 24 14:35:14 2005] [error]: Template parsing error: Can't call method "TicketObj" on an undefined value at template line 8.
Stack:
  [template:8]
  [/opt/rt3/lib/RT/Template_Overlay.pm:416]
  [/opt/rt3/lib/RT/Template_Overlay.pm:340]
  [/opt/rt3/lib/RT/Action/SendEmail.pm:112]
  [/opt/rt3/lib/RT/Action/Notify.pm:65]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:477]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:235]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:160]
  [/opt/rt3/lib/RT/Record.pm:1373]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:2369]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:2302]
  [/opt/rt3/lib/RT/Interface/Web.pm:478]
  [/opt/rt3/share/html/Ticket/Display.html:134]
  [/opt/rt3/share/html/Ticket/Update.html:211]
  [/opt/rt3/share/html/autohandler:215]
 (/opt/rt3/lib/RT/Template_Overlay.pm:412)
[Thu Feb 24 14:35:14 2005] [error]: error:    unexpected end of header
 (/opt/rt3/lib/RT/Template_Overlay.pm:366)
[Thu Feb 24 14:35:14 2005] [debug]: About to commit scrips for transaction #2043 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Thu Feb 24 14:35:14 2005] [debug]: About to think about scrips for transaction #2044 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154)
[Thu Feb 24 14:35:15 2005] [debug]: About to prepare scrips for transaction #2044 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158)
[Thu Feb 24 14:35:15 2005] [debug]: Found 3 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354)
[Thu Feb 24 14:35:15 2005] [error]: Template parsing error: Can't call method "TicketObj" on an undefined value at template line 8.
Stack:
  [template:8]
  [/opt/rt3/lib/RT/Template_Overlay.pm:416]
  [/opt/rt3/lib/RT/Template_Overlay.pm:340]
  [/opt/rt3/lib/RT/Action/SendEmail.pm:112]
  [/opt/rt3/lib/RT/Action/Notify.pm:65]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:477]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:235]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:160]
  [/opt/rt3/lib/RT/Record.pm:1373]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:2997]
  [/opt/rt3/lib/RT/Interface/Web.pm:1063]
  [/opt/rt3/share/html/Ticket/Display.html:140]
  [/opt/rt3/share/html/Ticket/Update.html:211]
  [/opt/rt3/share/html/autohandler:215]
 (/opt/rt3/lib/RT/Template_Overlay.pm:412)
[Thu Feb 24 14:35:15 2005] [error]: error:    unexpected end of header
 (/opt/rt3/lib/RT/Template_Overlay.pm:366)
[Thu Feb 24 14:35:15 2005] [error]: Template parsing error: Can't call method "TicketObj" on an undefined value at template line 8.
Stack:
  [template:8]
  [/opt/rt3/lib/RT/Template_Overlay.pm:416]
  [/opt/rt3/lib/RT/Template_Overlay.pm:340]
  [/opt/rt3/lib/RT/Action/SendEmail.pm:112]
  [/opt/rt3/lib/RT/Action/Notify.pm:65]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:477]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:235]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:160]
  [/opt/rt3/lib/RT/Record.pm:1373]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:2997]
  [/opt/rt3/lib/RT/Interface/Web.pm:1063]
  [/opt/rt3/share/html/Ticket/Display.html:140]
  [/opt/rt3/share/html/Ticket/Update.html:211]
  [/opt/rt3/share/html/autohandler:215]
 (/opt/rt3/lib/RT/Template_Overlay.pm:412)
[Thu Feb 24 14:35:15 2005] [error]: error:    unexpected end of header
 (/opt/rt3/lib/RT/Template_Overlay.pm:366)
[Thu Feb 24 14:35:15 2005] [debug]: About to commit scrips for transaction #2044 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Thu Feb 24 14:35:15 2005] [crit]: RT::Principal=HASH(0x9d3b6f0) HasRight called with no valid object (/opt/rt3/lib/RT/Principal_Overlay.pm:293)


		
---------------------------------
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From nordstrom at realnode.com  Thu Feb 24 07:43:58 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Thu, 24 Feb 2005 12:43:58 +0000 (UTC)
Subject: [rt-users] rt-escalate error with RT 3.4.1
Message-ID: 

Hi,

When I run the rt-escalate script in RT 3.4.1 I get the following error:

rt-escalate:
[Thu Feb 24 04:25:18 2005] [err]: RT::Action::EscalatePriority=HASH(0x9501c98)
was created without a CurrentUser
1 (/usr/share/request-tracker3.4/lib/RT/Base.pm:83)

The escalation seems to work, but it would be nice to get rid of that error.
Probably just a small tweak in the script.

Sincerely,

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From yoavd at qballtech.net  Thu Feb 24 10:51:37 2005
From: yoavd at qballtech.net (Yoav Daniely)
Date: Thu, 24 Feb 2005 17:51:37 +0200
Subject: [rt-users] Can RT scale up?
Message-ID: <20050224155142.68BD11276CE@hawk.qballtech.com>

Greetings,
 
I have a need to deploy RT to contain 250,000 tickets per year (and import 3
years backwards from an old system).
Tickets will include at least 10 custom fields of extended information.
Anyone has any exprience/insights on this size of deployment? Any known
application design bottlenecks that may appear at high volumes such as this?
 
Best Regards,
 
        Yoav Daniely
        Qball Technologies.
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From rmreis at cpqd.com.br  Thu Feb 24 11:37:36 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Thu, 24 Feb 2005 13:37:36 -0300
Subject: [rt-users] Change mail's subject sents by RT
Message-ID: 

Hello There!!!

This seems to be very simple.... but i'm not finding the right file to change.... I'd like to change the subject of all e-mail's sents by RT (or more specifically, by RT scrips).
Instead send e-mail with this subject
   "[cpqd.com.br #88] subject"
I'd want such as
   "[RT DSIN #88] subject"

Which does file I need change to resolve this???

OBS: I tried change the $FriendlyFromLineFormat int RT_Config.pm but nothing happens.... and $UseFriendlyFromLine is seted.

Thank's ALL.

Regards,

Rodolfo de Moraes Reis
DSIN - Grupo de Teste e Qualidade
CPqD Telecom & IT Solutions
Tel.: +55 19 3705-5986 
Fax: +55 19 3705-6786
rmreis at cpqd.com.br
www.cpqd.com.br




From APowers at PyramidBrew.com  Thu Feb 24 11:18:24 2005
From: APowers at PyramidBrew.com (Atom Powers)
Date: Thu, 24 Feb 2005 08:18:24 -0800
Subject: [rt-users] Setting a defaults for new users?
Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E3F0@mercury0.pyramidbrew.com>

 
I'm new to RT, and not much of a perl wiz. RT is set up and running with
WebAuth, but I need to change the way users are created and I can't find
which file to modify.
Users created when they log in to RT are created with the right username but
no email address. Users created when they email RT have the wrong username
(email) but have an email address. I have some users that are duplicated
because they were created both ways.

Where do I go to set $username =~ /(\w+)\@mydomain.com/i for users created in
email? 
Where do I go to set $email = $username."@mydomain.com" for user created by
the WebUI?


----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251


From joby at u.washington.edu  Thu Feb 24 11:44:51 2005
From: joby at u.washington.edu (Joby Walker)
Date: Thu, 24 Feb 2005 08:44:51 -0800
Subject: [rt-users] Change mail's subject sents by RT
In-Reply-To: 
References: 
Message-ID: <421E0483.8020805@u.washington.edu>

The value you want to change is $rtname.  So you should add a line to 
RT_SiteConfig.pm:

Set($rtname , "RT DSIN");

Also you should not edit RT_Config.pm, put anything you want to modify 
into the RT_SiteConfig.pm, so if you upgrade your changes won't get 
overwritten.

Joby Walker
C&C Computer Operations Software Support Group


Rodolfo de Moraes Reis wrote:
> Hello There!!!
> 
> This seems to be very simple.... but i'm not finding the right file to change.... I'd like to change the subject of all e-mail's sents by RT (or more specifically, by RT scrips).
> Instead send e-mail with this subject
>    "[cpqd.com.br #88] subject"
> I'd want such as
>    "[RT DSIN #88] subject"
> 
> Which does file I need change to resolve this???
> 
> OBS: I tried change the $FriendlyFromLineFormat int RT_Config.pm but nothing happens.... and $UseFriendlyFromLine is seted.
> 
> Thank's ALL.
> 
> Regards,
> 
> Rodolfo de Moraes Reis
> DSIN - Grupo de Teste e Qualidade
> CPqD Telecom & IT Solutions
> Tel.: +55 19 3705-5986 
> Fax: +55 19 3705-6786
> rmreis at cpqd.com.br
> www.cpqd.com.br
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From yacoob at chruptak.plukwa.net  Thu Feb 24 11:53:41 2005
From: yacoob at chruptak.plukwa.net (Jakub Turski)
Date: Thu, 24 Feb 2005 17:53:41 +0100
Subject: [rt-users] bin/rt - broken, or just unfinished?
Message-ID: <20050224165341.GA7669@dfs>

Greetings fellow RTers.

I'm checking bin/rt CLI interface, and I find it very... either unfinished or just broken :(

For example:

1/ Cannot operate on groups:

+yacoob:~/rt[264]> rt show group/testbed-crew
# Unknown object type: group

id: group/testbed-crew

2/ Cannot list users:

+yacoob:~/rt[267]> rt ls -t users "Name like 'Ja%'"
rt: Unsupported object type.


Because of 1/, I have no fast way to create privileged users from script.
And this really sucks, because I do not wish to click every single user over and over :(

3/ Can I use 'Name' with spaces?
It can be set during account creation via both bin/rt and web ui, but
afterwards I cannot edit it from cli:

+yacoob:~/rt[268]> rt edit "user/Jakub Turski"
rt: edit: Unrecognised argument 'user/Jakub Turski'.
rt: edit: No objects specified.

...even after I change regexp in is_object_spec to accept arguments with
spaces.

Basically, I want to do external auth on gecos field (which is set to AD
login), and have 'Firstname Lastname' in 'Name' field.

So far, I've changed realname to be 'Firstname_Lastname' instead of
'Firstname Lastname' but it's rather a workaround.

Can anyone help me on this? If not, I'd have to either inject sql queries by
hand, or click-it-out through web pages :E

KT.
-- 
   __    __.---------------------------------------------------------------.__
  (oo)  |    If God is perfect, why did He create discontinuous functions?    |
 / \/ \ |                                                                     |
 `V__V' `--.__penguin_#128720______________________________________________.--'


From Jeffrey.Botts at admin.utah.edu  Thu Feb 24 12:09:09 2005
From: Jeffrey.Botts at admin.utah.edu (Jeffrey Botts)
Date: Thu, 24 Feb 2005 10:09:09 -0700
Subject: [rt-users] Fix for Fetchmail Error 127
Message-ID: 

Hello,
 
I posted an issue to this list that I was having with Fetchmail and the
RT mailgate on Windows 2003 Server.  I have found a fix for this
problem.  The RT version that was installed was 3.0.12 from OurInternet.
 What I had to do to fix the problem was install RT and all components. 
Then I installed openssh for windows and started the openssh service. 
When I tried to run Fetchmail it gave an error that stated that I had 2
versions of cygwin1.dll installed on the system and I needed to remove
the oldest version.  I stopped the openssh service, deleted cygwin1.dll
found in C:\Program Files\openssh\.  Ran Fetchmail again and now all
emails are flushed and all smtp is sent out.  This was a total accident.
I have no Idea what this did to fix the issue I was having.  Can anyone
explain to me what was going wrong with my RT install previous to
installing openSSH? Thank you.  
 
Jeffrey Botts
University of Utah
Financial Services LAN Manager
Desk 801-581-4810
Cell 801-209-0996
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From vajko at astron.hu  Thu Feb 24 12:27:36 2005
From: vajko at astron.hu (=?ISO-8859-2?Q?Vajk=F3_P=E9ter?=)
Date: Thu, 24 Feb 2005 18:27:36 +0100
Subject: [rt-users] RT3.4.1 Wrong ticket count in query results
In-Reply-To: <421A06C2.9050803@b3g-telecom.com>
References: <421A06C2.9050803@b3g-telecom.com>
Message-ID: <421E0E88.7000606@astron.hu>

The ticket count in the Query Builder result page shows the number of 
tickets from _all_ queues, even those the user has no rights for.
For example, when searching for 'new' tickets as a normal user I get 15 
tickets but the count says 'Found 44 tickets'. When logging in as root, 
I see all 44 of them.

Is something wrong with my setup or is this a bug?

Peter


From jesse at bestpractical.com  Thu Feb 24 12:52:53 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Feb 2005 12:52:53 -0500
Subject: [rt-users] RT3.4.1 Wrong ticket count in query results
In-Reply-To: <421E0E88.7000606@astron.hu>
References: <421A06C2.9050803@b3g-telecom.com> <421E0E88.7000606@astron.hu>
Message-ID: <20050224175253.GI17751@bestpractical.com>




On Thu, Feb 24, 2005 at 06:27:36PM +0100, Vajk Pter wrote:
> The ticket count in the Query Builder result page shows the number of 
> tickets from _all_ queues, even those the user has no rights for.
> For example, when searching for 'new' tickets as a normal user I get 15 
> tickets but the count says 'Found 44 tickets'. When logging in as root, 
> I see all 44 of them.

The only way to get an accurate count in that # is to _do_ the full
search, look at each ticket and make an acl decision. Which quickly gets
very, very slow.

> 
> Is something wrong with my setup or is this a bug?
> 
> Peter
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From dhutty+rt at ece.cmu.edu  Thu Feb 24 13:26:14 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Thu, 24 Feb 2005 13:26:14 -0500
Subject: [rt-users] Query Builder documentation
In-Reply-To: <78c5b14105013104273cedaa9c@mail.gmail.com>
References: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au>
	<78c5b14105013104273cedaa9c@mail.gmail.com>
Message-ID: <421E1C46.80205@ece.cmu.edu>

On 01/31/2005 07:27 AM, Stephen Hancock wrote:
> Matthew,
> 
> The QueryBuilder  doesn't like to mix AND and OR. I have had to get
> several statements up with the QueryBuilder and then go to the
> Advanced Menu to finish the statement. The Advanced menu will accept
> mixed statements just fine. I would suggest saving some  typical
> queries as templates and then allow users to load them and plug in the
> valuses they want.

rt-3.4.1
While preparing queries, I have seen the problems with the query builder 
not mixing AND and OR operators. Therefore attempting to follow the 
above advice, I went to 'Advanced' and modified by hand.
I changed this:
( Queue = 'gripe'  AND Status = 'new' ) AND ( Owner = '32'  AND Status = 
'open' )

to this:
( Queue = 'gripe'  AND Status = 'new' ) OR ( Owner = '32'  AND Status = 
'open' )

Then I clicked apply. RT then returned me to the query builder page and 
the query is changed back to the original.

Suggestions?

-- 
Duncan Hutty
System Administrator
Electrical and Computer Engineering
Carnegie Mellon University


From mmethe at ci.keene.nh.us  Thu Feb 24 13:39:54 2005
From: mmethe at ci.keene.nh.us (Michael Methe)
Date: Thu, 24 Feb 2005 13:39:54 -0500
Subject: [rt-users] Cant Load DBI.so and so on...
Message-ID: 

Here is what I get when I restart apache2 after adding the VirtualHost
section to httpd.conf:

Starting httpd: [Thu Feb 24 13:36:40 2005] [error] VirtualHost
_default_:443 -- mixing * ports and non-* ports with a NameVirtualHost
address is not supported, proceeding with undefined results
[Thu Feb 24 13:36:41 2005] [error] Can't load
'/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBI/DBI.so'
for module DBI:
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBI/DBI.so:
failed to map segment from shared object: Permission denied at
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230.\n
at /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/DBI.pm line
254\nBEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/DBI.pm line
254.\nCompilation failed in require at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line
5.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line
5.\nCompilation failed in require at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record/Cachable.pm
line 7.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record/Cachable.pm
line 7.\nCompilation failed in require at
/usr/local/rt3/lib/RT/Record.pm line 71.\nBEGIN failed--compilation
aborted at /usr/local/rt3/lib/RT/Record.pm line 71.\nCompilation failed
in require at /usr/local/rt3/lib/RT/CurrentUser.pm line 72.\nBEGIN
failed--compilation aborted at /usr/local/rt3/lib/RT/CurrentUser.pm line
72.\nCompilation failed in require at /usr/local/rt3/lib/RT.pm line
49.\nBEGIN failed--compilation aborted at /usr/local/rt3/lib/RT.pm line
49.\nCompilation failed in require at /usr/local/rt3/bin/webmux.pl line
64.\nBEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl
line 64.\nCompilation failed in require at (eval 2) line 1.\n
[Thu Feb 24 13:36:41 2005] [error] Can't load Perl file:
/usr/local/rt3/bin/webmux.pl for server fc3:0, exiting...
[FAILED]

Makes no sense to me.  I am try to work my way through it...

Thanks in advance

-Mike M


From APowers at PyramidBrew.com  Thu Feb 24 13:50:23 2005
From: APowers at PyramidBrew.com (Atom Powers)
Date: Thu, 24 Feb 2005 10:50:23 -0800
Subject: [rt-users] Setting a defaults for new users?
Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E3F4@mercury0.pyramidbrew.com>

 
Well, I've tried. Can anybody tell me if this should work, of if there is
something wrong with what I'm doing?

In local/lib/RT/Interface/Web_Local.pm at about line 144 I have:

	# Build an email address for the new user
	if ($user_info{'Name'}) { $user_info{'EmailAddress'} =
$user_info{'Name'} ."\@mydomain.com"; }

In local/lib/RT/Interface/Email_Local.pm at about line 224 I have:
	
	# if the $Username doesn't exist or is an email address, strip the
domain info
	if (!$Username) { $Username = $Address; }
	if ($Username =~ /\w+\@\w+.com/i) { ($Username) = $Username =~
/(\w+)\@\w+.com/i; }


----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Atom Powers
Sent: Thursday, February 24, 2005 8:18 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Setting a defaults for new users?

 
I'm new to RT, and not much of a perl wiz. RT is set up and running with
WebAuth, but I need to change the way users are created and I can't find
which file to modify.
Users created when they log in to RT are created with the right username but
no email address. Users created when they email RT have the wrong username
(email) but have an email address. I have some users that are duplicated
because they were created both ways.

Where do I go to set $username =~ /(\w+)\@mydomain.com/i for users created in
email? 
Where do I go to set $email = $username."@mydomain.com" for user created by
the WebUI?


----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

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



From torsten.brumm at kuehne-nagel.com  Thu Feb 24 13:54:14 2005
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC)
Date: Thu, 24 Feb 2005 19:54:14 +0100
Subject: [rt-users] RSS Feeds
Message-ID: 

Hi,

does some get the RSS Feeds running? If i try to load the Feed within my
feed reader (incl. Auth!) i get error Message:

Feed contains a XML Syntax Error:

Unexpected Token: 'TAGEND' Token expected Line 31, Position 3

I have tried with different RSS Readers, same Error.

Using RT 3.4.1 under Redhat

PS: All needed Perl Files are installed correctly, nothing at the Apache
Error Log!

Any Ideas?

Thanks

Torsten

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm
IT Security Engineer
____________________________________________________

Kuehne+Nagel AG & Co KG
HAM MI-IC / Corporate IT

Ferdinand Strasse 29-33
D-20095 Hamburg
Germany

Tel: +49 40 329 15 199
Gsm: +49 17 362 66 693
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From mmethe at ci.keene.nh.us  Thu Feb 24 14:58:44 2005
From: mmethe at ci.keene.nh.us (Michael Methe)
Date: Thu, 24 Feb 2005 14:58:44 -0500
Subject: [rt-users] Getting this now...  RT::Mason
Message-ID: 

error:   	RT Couldn't write to session directory
'/usr/local/rt3/var/session_data': DBD::mysql::st execute failed: Can't
find file: './rt3/sessions.frm' (errno: 13) at
/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 44.

Stack:
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:530]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:477]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44]
[/usr/local/rt3/share/html/autohandler:73]
. Check that this dir ectory's permissions are correct. at
/usr/local/rt3/share/html/Elements/SetupSessionCookie line 89.
context:  	
...  	
85:  	};
86:  	undef $cookies{$cookiename};
87:  	}
88:  	else {
89:  	die "RT Couldn't write to session directory
'$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are
correct.";
90:  	}
91:  	}
92:  	
93:  	if ( !$cookies{$cookiename} ) {
...  	
code stack:  	/usr/local/rt3/share/html/Elements/SetupSessionCookie:89
/usr/local/rt3/share/html/autohandler:73


From mhess at greenhillsschool.org  Thu Feb 24 15:10:06 2005
From: mhess at greenhillsschool.org (Michael Hess)
Date: Thu, 24 Feb 2005 15:10:06 -0500
Subject: [rt-users] BUG Can't call method "Scrips" on an undefined value 
Message-ID: 

I am running RT3.4.1 on debain woddy with perl 5.8, modperl1 

Can someone tell me why I get this error when I go and comment or reply to
a ticket.

Michael

error:  Can't call method "Scrips" on an undefined value at
/usr/local/rt/share/html/Ticket/Elements/PreviewScrips line 95.
 
context:  ...   
91:  my @non_recipients = $TicketObj->SquelchMailTo; 
92:   
93:  
      <&|/l&>This message will be sent to...
       
94:  <&|/l&>(Check boxes to disable notifications to the listed
recipients)
       
95:  % foreach my $scrip (@{$Object->Scrips->Prepared}) { 
96:  % next unless
$scrip->ActionObj->Action->isa('RT::Action::SendEmail'); 
97:  <%$scrip->Description%>
       
98:  <&|/l, $scrip->ConditionObj->Name, $scrip->ActionObj->Name,
$scrip->TemplateObj->Name&>[_1] [_2] with template [_3] 
99:  
       
...   
 
code stack:  /usr/local/rt/share/html/Ticket/Elements/PreviewScrips:95
/usr/local/rt/share/html/Ticket/Update.html:132
/usr/local/rt/share/html/autohandler:215 


Raw Error
Trace begun at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Scrips" on
an undefined value at
/usr/local/rt/share/html/Ticket/Elements/PreviewScrips line 95.^J') called
at /usr/local/rt/share/html/Ticket/Elements/PreviewScrips line 95
HTML::Mason::Commands::__ANON__('TicketObj', 'RT::Ticket=HASH(0x94ada04)',
'Action', 'Respond', 'id', 1897) called at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9718658)',
'TicketObj', 'RT::Ticket=HASH(0x94ada04)', 'Action', 'Respond', 'id',
1897) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1074 eval {...} at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'TicketObj',
'RT::Ticket=HASH(0x94ada04)', 'Action', 'Respond', 'id', 1897) called at
/usr/local/rt/share/html/Ticket/Update.html line 132
HTML::Mason::Commands::__ANON__('Action', 'Respond', 'id', 1897, 'Action',
'Respond', 'id', 1897) called at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96a64b0)',
'Action', 'Respond', 'id', 1897, 'Action', 'Respond', 'id', 1897) called
at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1068 HTML::Mason::Request::comp(undef, undef, 'Action', 'Respond',
'id', 1897, 'Action', 'Respond', 'id', 1897) called at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x945bab4)',
'Action', 'Respond', 'id', 1897) called at
/usr/local/rt/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__('Action', 'Respond', 'id', 1897) called at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x94a43c0)',
'Action', 'Respond', 'id', 1897) called at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval
{...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1068 HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Respond',
'id', 1897) called at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval
{...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
338 eval {...} at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x945bab4)')
called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm
line 134 eval {...} at
/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x945bab4)')
called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm
line 827
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x851d3ac)',
'Apache=SCALAR(0x8633bc0)') called at /usr/local/rt/bin/webmux.pl line 136
eval {...} at /usr/local/rt/bin/webmux.pl line 136
RT::Mason::handler('Apache=SCALAR(0x8633bc0)') called at /dev/null line 0
eval {...} at /dev/null line 0 




From rmreis at cpqd.com.br  Thu Feb 24 15:22:22 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Thu, 24 Feb 2005 17:22:22 -0300
Subject: RES: [rt-users] Getting this now...  RT::Mason
Message-ID: 

chmod 775 /opt/rt3/var/* .... Here this worked!!!

Rodolfo.

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Michael
Methe
Enviada em: quinta-feira, 24 de fevereiro de 2005 16:59
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] Getting this now... RT::Mason


error:   	RT Couldn't write to session directory
'/usr/local/rt3/var/session_data': DBD::mysql::st execute failed: Can't
find file: './rt3/sessions.frm' (errno: 13) at
/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 44.

Stack:
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:530]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:477]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44]
[/usr/local/rt3/share/html/autohandler:73]
. Check that this dir ectory's permissions are correct. at
/usr/local/rt3/share/html/Elements/SetupSessionCookie line 89.
context:  	
...  	
85:  	};
86:  	undef $cookies{$cookiename};
87:  	}
88:  	else {
89:  	die "RT Couldn't write to session directory
'$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are
correct.";
90:  	}
91:  	}
92:  	
93:  	if ( !$cookies{$cookiename} ) {
...  	
code stack:  	/usr/local/rt3/share/html/Elements/SetupSessionCookie:89
/usr/local/rt3/share/html/autohandler:73
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

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


From mmethe at ci.keene.nh.us  Thu Feb 24 15:40:28 2005
From: mmethe at ci.keene.nh.us (Michael Methe)
Date: Thu, 24 Feb 2005 15:40:28 -0500
Subject: RES: [rt-users] Getting this now... RT::Mason
Message-ID: 

Rodolfo suggested:

chmod 775 /opt/rt3/var/* .... Here this worked!!!

For the problem:

error: RT Couldn't write to session directory
'/usr/local/rt3/var/session_data': DBD::mysql::st execute failed: Can't
find file: './rt3/sessions.frm' (errno: 13) at
/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 44.

Stack:
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:530]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:477]
[/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:44]
[/usr/local/rt3/share/html/autohandler:73]
. Check that this dir ectory's permissions are correct. at
/usr/local/rt3/share/html/Elements/SetupSessionCookie line 89.
context:
...
85: };
86: undef $cookies{$cookiename};
87: }
88: else {
89: die "RT Couldn't write to session directory
'$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are
correct.";
90: }
91: }
92:
93: if ( !$cookies{$cookiename} ) {
...
code stack: /usr/local/rt3/share/html/Elements/SetupSessionCookie:89
/usr/local/rt3/share/html/autohandler:73

Thanks for the input Rodolfo, but it didn't fix it.

-Mike M


From aturetta+rt at bestunion.it  Thu Feb 24 15:44:32 2005
From: aturetta+rt at bestunion.it (Angelo Turetta)
Date: Thu, 24 Feb 2005 21:44:32 +0100
Subject: [rt-users] Re: [Rt-devel] RT3.4.1 FreeBSD port
In-Reply-To: <42164D9D.7050808@bestunion.it>
References: <42164D9D.7050808@bestunion.it>
Message-ID: <421E3CB0.9050507@bestunion.it>

Angelo Turetta wrote:

> I've completed my work on a port for RT-3.4.1. You can download it at 
> http://mail.bestunion.it/rt34-port.tar.gz

I updated the port, including a couple of localization patches I already 
sent to BestPractical, and (most important) some fixes to the packing 
list that avoids the deletion of RT_SiteConfig.pm on upgrade, while 
still being compliant with the ports-system specifications.

Next Monday I'll send my work to the FreeBSD gnats.

Angelo.


From bill at bfccomputing.com  Thu Feb 24 15:55:29 2005
From: bill at bfccomputing.com (Bill McGonigle)
Date: Thu, 24 Feb 2005 15:55:29 -0500
Subject: [rt-users] Cant Load DBI.so and so on...
In-Reply-To: 
References: 
Message-ID: <6A6849FC-86A6-11D9-9E49-000D93541084@bfccomputing.com>


On Feb 24, 2005, at 13:39, Michael Methe wrote:

> [Thu Feb 24 13:36:41 2005] [error] Can't load Perl file:
> /usr/local/rt3/bin/webmux.pl for server fc3:0, exiting...

I noticed 'fc3' - did you disable SELinux for apache?

It's a checkbox in system-config-securitylevel .

-Bill

-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Mobile: 603.252.2606
http://www.bfccomputing.com/    Pager: 603.442.1833
AIM: wpmcgonigle                Skype: bill_mcgonigle



From rt-list at unassemble.co.uk  Thu Feb 24 16:19:03 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Thu, 24 Feb 2005 21:19:03 +0000
Subject: [rt-users] Customising Ticket Display
In-Reply-To: <421CCA13.5010009@unassemble.co.uk>
References: <421CCA13.5010009@unassemble.co.uk>
Message-ID: <421E44C7.3050101@unassemble.co.uk>

Lee W wrote:

> Hi,
> 
>
> Is it possible to customise the Display Ticket screen so that it can 
> display the telephone number of the requestor when someone views the 
> ticket. I've tried reading thought previous posts to figure this out 
> but i'm completely lost.
>
Okay, I've tried editing the html/Ticket/Elements/ShowGroupMembers so 
that it is as follows:-

% my $UserMembers = $Group->UserMembersObj;
% while (my $member = $UserMembers->Next()) {
<& ShowUserEntry, User => $member &>
      
% }
% my $GroupMembers = $Group->MembersObj;
% $GroupMembers->LimitToGroups();
% while (my $member = $GroupMembers->Next()) {
<&|/l&>Group: <%$member->MemberObj->Object->Name%> 
(<%$member->MemberObj->Object->Organization%>)
      
% }

<%ARGS>
$Group => undef


The bit I've editing is where it has 
(<%$member->MemberObj->Object->Organization%>) which I thought would 
have included the Organization in brackets after the name.  However it 
doesn't show up I just get the original page, nor do I get any errors in 
the webpage or Apache error.log. I've also restarted the webserver a 
number of times to make sure.

does RT store a cache of pre-created pages anyway.  I delete the content 
of the mason_data/cache and obj/ folders but this has also not helped.

Any help would be appreciated.

Regards

Lee



From matthew.watson at staff.netspace.net.au  Thu Feb 24 19:17:08 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Fri, 25 Feb 2005 11:17:08 +1100
Subject: [rt-users] Can RT scale up?
Message-ID: <56F211C5E3F24F47B103EA1B253822BE46154B@vic-cr-ex1.staff.netspace.net.au>

Hi,

 

 We currently have about 1.3 million tickets, and after a lot of
database tweaking and quite a bit of hardware we now have RT running
very reasonably. 

 

So, yes it can scale, however some of the design choices don't seem to
handle it that well, so you will most likely have to do a bit of work on
the indexes and possible the UI (we ripped out a number of slower
components) to make it an acceptable speed.

 

Regards,
Matt.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav
Daniely
Sent: Thursday, February 24, 2005 11:52 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Can RT scale up?

 

Greetings,

 

I have a need to deploy RT to contain 250,000 tickets per year (and
import 3 years backwards from an old system).

Tickets will include at least 10 custom fields of extended information.

Anyone has any exprience/insights on this size of deployment? Any known
application design bottlenecks that may appear at high volumes such as
this?

 

Best Regards,

 

        Yoav Daniely

        Qball Technologies.

-------------- next part --------------
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From jesse at bestpractical.com  Thu Feb 24 20:12:04 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Feb 2005 20:12:04 -0500
Subject: [rt-users] Can RT scale up?
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE46154B@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE46154B@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <20050225011204.GE17751@bestpractical.com>


> 
> So, yes it can scale, however some of the design choices don't seem to
> handle it that well, so you will most likely have to do a bit of work on
> the indexes and possible the UI (we ripped out a number of slower
> components) to make it an acceptable speed.
> 

So. What components in the UI didn't scale for you? Do you guys want to
publish your deltas?

	Jesse


From sh.hancock at gmail.com  Fri Feb 25 00:20:02 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Fri, 25 Feb 2005 00:20:02 -0500
Subject: [rt-users] Query Builder documentation
In-Reply-To: <421E1C46.80205@ece.cmu.edu>
References: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au>
	<78c5b14105013104273cedaa9c@mail.gmail.com>
	<421E1C46.80205@ece.cmu.edu>
Message-ID: <78c5b141050224212011beaca3@mail.gmail.com>

You are correct. My solution only works to one level of AND/OR.
Apparently the Query Builder will not allow the two on the same level.

It will allow you to build a statement like:

que = 'gripe'
AND
    status = 'new'
    OR status = 'open'

But not:
que = 'gripe
AND
   status = ''
   OR status = ''
OR
   whatever......

The operators change when moving from from Advanced to Query Builder
and the toggle is inconsistent, sometimes changing all operators or
all on one level instead of only the line selected.

This must be a bug - and a serious one since there does not seem to be
a workaround with the advanced option. At least one that I can find.
It would be better if the advanced just took straight SQL queries and
did not reformat them for the query builder. It would be ugly but
would probably work.

I think the question now seems to be is there a way to pass a SQL
statement that will not be parsed to the db? and still be able to save
the query?



On Thu, 24 Feb 2005 13:26:14 -0500, Duncan Hutty  wrote:
> On 01/31/2005 07:27 AM, Stephen Hancock wrote:
> > Matthew,
> >
> > The QueryBuilder  doesn't like to mix AND and OR. I have had to get
> > several statements up with the QueryBuilder and then go to the
> > Advanced Menu to finish the statement. The Advanced menu will accept
> > mixed statements just fine. I would suggest saving some  typical
> > queries as templates and then allow users to load them and plug in the
> > valuses they want.
> 
> rt-3.4.1
> While preparing queries, I have seen the problems with the query builder
> not mixing AND and OR operators. Therefore attempting to follow the
> above advice, I went to 'Advanced' and modified by hand.
> I changed this:
> ( Queue = 'gripe'  AND Status = 'new' ) AND ( Owner = '32'  AND Status =
> 'open' )
> 
> to this:
> ( Queue = 'gripe'  AND Status = 'new' ) OR ( Owner = '32'  AND Status =
> 'open' )
> 
> Then I clicked apply. RT then returned me to the query builder page and
> the query is changed back to the original.
> 
> Suggestions?
> 
> --
> Duncan Hutty
> System Administrator
> Electrical and Computer Engineering
> Carnegie Mellon University
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
>


From jesse at bestpractical.com  Fri Feb 25 00:25:29 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Feb 2005 00:25:29 -0500
Subject: [rt-users] Query Builder documentation
In-Reply-To: <78c5b141050224212011beaca3@mail.gmail.com>
References: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au>
	<78c5b14105013104273cedaa9c@mail.gmail.com>
	<421E1C46.80205@ece.cmu.edu>
	<78c5b141050224212011beaca3@mail.gmail.com>
Message-ID: <20050225052529.GQ17751@bestpractical.com>




On Fri, Feb 25, 2005 at 12:20:02AM -0500, Stephen Hancock wrote:
> You are correct. My solution only works to one level of AND/OR.
> Apparently the Query Builder will not allow the two on the same level.
> 
> It will allow you to build a statement like:
> 
> que = 'gripe'
> AND
>     status = 'new'
>     OR status = 'open'
> 
> But not:
> que = 'gripe
> AND
>    status = ''
>    OR status = ''
> OR
>    whatever......
> 
> The operators change when moving from from Advanced to Query Builder
> and the toggle is inconsistent, sometimes changing all operators or
> all on one level instead of only the line selected.
> 
> This must be a bug - and a serious one since there does not seem to be
> a workaround with the advanced option. At least one that I can find.

add parens. "()"

> It would be better if the advanced just took straight SQL queries and
> did not reformat them for the query builder. It would be ugly but
> would probably work.

That would also expose RT to all sorts of sql injection attacks.


> I think the question now seems to be is there a way to pass a SQL
> statement that will not be parsed to the db? and still be able to save
> the query?
> 
> 
> 
> On Thu, 24 Feb 2005 13:26:14 -0500, Duncan Hutty  wrote:
> > On 01/31/2005 07:27 AM, Stephen Hancock wrote:
> > > Matthew,
> > >
> > > The QueryBuilder  doesn't like to mix AND and OR. I have had to get
> > > several statements up with the QueryBuilder and then go to the
> > > Advanced Menu to finish the statement. The Advanced menu will accept
> > > mixed statements just fine. I would suggest saving some  typical
> > > queries as templates and then allow users to load them and plug in the
> > > valuses they want.
> > 
> > rt-3.4.1
> > While preparing queries, I have seen the problems with the query builder
> > not mixing AND and OR operators. Therefore attempting to follow the
> > above advice, I went to 'Advanced' and modified by hand.
> > I changed this:
> > ( Queue = 'gripe'  AND Status = 'new' ) AND ( Owner = '32'  AND Status =
> > 'open' )
> > 
> > to this:
> > ( Queue = 'gripe'  AND Status = 'new' ) OR ( Owner = '32'  AND Status =
> > 'open' )
> > 
> > Then I clicked apply. RT then returned me to the query builder page and
> > the query is changed back to the original.
> > 
> > Suggestions?
> > 
> > --
> > Duncan Hutty
> > System Administrator
> > Electrical and Computer Engineering
> > Carnegie Mellon University
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > 
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From rt-users at rock-tnsc.com  Fri Feb 25 04:25:05 2005
From: rt-users at rock-tnsc.com (Felix Zhu)
Date: Fri, 25 Feb 2005 09:25:05 +0000
Subject: [rt-users] Comments Not Secret
Message-ID: <200502250925.05678.rt-users@rock-tnsc.com>

When a comment is created in RT it is not sent to the requestor. It is
only sent to AdminCC and the Owner.

If the AdminCC or the Owner in their e-mail client reply to this e-mail,
the reply should also be private. The reply should not be sent to the
requestor.

However at the moment this is what is happening.

So how can I secure our comments?


From sh.hancock at gmail.com  Fri Feb 25 05:15:00 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Fri, 25 Feb 2005 05:15:00 -0500
Subject: [rt-users] Query Builder documentation
In-Reply-To: <78c5b141050224212011beaca3@mail.gmail.com>
References: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au>
	<78c5b14105013104273cedaa9c@mail.gmail.com>
	<421E1C46.80205@ece.cmu.edu>
	<78c5b141050224212011beaca3@mail.gmail.com>
Message-ID: <78c5b14105022502155c6d7908@mail.gmail.com>

OK - I can understand the need for parsing now for security sake but
the parenthesis () does not work for me. Additional parenthesis do
nothing in my case. Also even when the query is toggled correctly (In
Query Builder) , it appears that this is short lived. A return to
Advanced, A save, or a Search reformats the OR back to AND again and
we are back where we started.

Example:
In Advance: 
Owner = 'Nobody'  AND (  (  ( Status = 'new' ) OR ( Owner = 'Dale' 
AND Status != 'stalled' ) ) )

Click on applied and the Query Builder shows:

Owner = 'Nobody'
AND
   

       Status = 'new'
   AND
       Owner = 'Dale'
       AND Status != 'stalled'

Select the second AND and click on the And/Or toggle button and we
have (In Query Builder):

Owner = 'Nobody'
AND
   

       Status = 'new'
   OR
       Owner = 'Dale'
       AND Status != 'stalled'

Which is what we want and expect. However a return to Advanced or Save
or Search casues the OR to revert to AND again....

Adding additional () does not fix my problem. Am I doing something  wrong here? 


On Fri, 25 Feb 2005 00:20:02 -0500, Stephen Hancock
 wrote:
> You are correct. My solution only works to one level of AND/OR.
> Apparently the Query Builder will not allow the two on the same level.
> 
> It will allow you to build a statement like:
> 
> que = 'gripe'
> AND
>     status = 'new'
>     OR status = 'open'
> 
> But not:
> que = 'gripe
> AND
>    status = ''
>    OR status = ''
> OR
>    whatever......
> 
> The operators change when moving from from Advanced to Query Builder
> and the toggle is inconsistent, sometimes changing all operators or
> all on one level instead of only the line selected.
> 
> This must be a bug - and a serious one since there does not seem to be
> a workaround with the advanced option. At least one that I can find.
> It would be better if the advanced just took straight SQL queries and
> did not reformat them for the query builder. It would be ugly but
> would probably work.
> 
> I think the question now seems to be is there a way to pass a SQL
> statement that will not be parsed to the db? and still be able to save
> the query?
> 
> 
> On Thu, 24 Feb 2005 13:26:14 -0500, Duncan Hutty  wrote:
> > On 01/31/2005 07:27 AM, Stephen Hancock wrote:
> > > Matthew,
> > >
> > > The QueryBuilder  doesn't like to mix AND and OR. I have had to get
> > > several statements up with the QueryBuilder and then go to the
> > > Advanced Menu to finish the statement. The Advanced menu will accept
> > > mixed statements just fine. I would suggest saving some  typical
> > > queries as templates and then allow users to load them and plug in the
> > > valuses they want.
> >
> > rt-3.4.1
> > While preparing queries, I have seen the problems with the query builder
> > not mixing AND and OR operators. Therefore attempting to follow the
> > above advice, I went to 'Advanced' and modified by hand.
> > I changed this:
> > ( Queue = 'gripe'  AND Status = 'new' ) AND ( Owner = '32'  AND Status =
> > 'open' )
> >
> > to this:
> > ( Queue = 'gripe'  AND Status = 'new' ) OR ( Owner = '32'  AND Status =
> > 'open' )
> >
> > Then I clicked apply. RT then returned me to the query builder page and
> > the query is changed back to the original.
> >
> > Suggestions?
> >
> > --
> > Duncan Hutty
> > System Administrator
> > Electrical and Computer Engineering
> > Carnegie Mellon University
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >
>


From aturetta+rt at bestunion.it  Fri Feb 25 05:44:06 2005
From: aturetta+rt at bestunion.it (Angelo Turetta)
Date: Fri, 25 Feb 2005 11:44:06 +0100
Subject: [rt-users] Comments Not Secret
In-Reply-To: <200502250925.05678.rt-users@rock-tnsc.com>
References: <200502250925.05678.rt-users@rock-tnsc.com>
Message-ID: <421F0176.5080106@bestunion.it>

Felix Zhu wrote:

> If the AdminCC or the Owner in their e-mail client reply to this e-mail,
> the reply should also be private. The reply should not be sent to the
> requestor.
> 
> However at the moment this is what is happening.
> 
> So how can I secure our comments?

Didn't actually test, but I suppose if you specify different email 
addresses for correspondence and comments in the queue definition, that 
would happen automatically (i.e: copies of comments would have a sender 
of , so replies should automatically be interpreted as 
comments).

Angelo.



From rt-users at rock-tnsc.com  Fri Feb 25 05:53:31 2005
From: rt-users at rock-tnsc.com (Felix Zhu)
Date: Fri, 25 Feb 2005 10:53:31 +0000
Subject: [rt-users] Comments Not Secret
In-Reply-To: <421F0176.5080106@bestunion.it>
References: <200502250925.05678.rt-users@rock-tnsc.com>
	<421F0176.5080106@bestunion.it>
Message-ID: <200502251053.31563.rt-users@rock-tnsc.com>

Thanks very much. You got the point. ;-)

Felix

On Friday 25 February 2005 10:44, Angelo Turetta wrote:
> Felix Zhu wrote:
> > If the AdminCC or the Owner in their e-mail client reply to this e-mail,
> > the reply should also be private. The reply should not be sent to the
> > requestor.
> >
> > However at the moment this is what is happening.
> >
> > So how can I secure our comments?
>
> Didn't actually test, but I suppose if you specify different email
> addresses for correspondence and comments in the queue definition, that
> would happen automatically (i.e: copies of comments would have a sender
> of , so replies should automatically be interpreted as
> comments).
>
> Angelo.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From Gary.Holmes at surfcontrol.com  Fri Feb 25 07:03:52 2005
From: Gary.Holmes at surfcontrol.com (Gary Holmes)
Date: Fri, 25 Feb 2005 12:03:52 -0000
Subject: [rt-users] Perl malloc issues
Message-ID: <0C3EE0F6AFED7740AF7782796D342E8705C11C@wedgwood.surfcontrol.com>

Hi,

We've finally got RT 3.4.1 running on the following:

	- Dual processor Dell PE1850, 2 x 2.8Ghz Xeon
	- 2GB mem, 73 GB of RAID 1 SCSI disk
	- Fedora Core 3 - all updates applied thru 2/24/05
	- Apache 2
	- Perl 5.8.5 (same happens on 5.8.6)
	- All modules at latest rev
	- DBIx::Searchbuilder 1.22

The system is loaded with tickets from our old 2.0.13 system OK. Normal
functioning in nearly all respects.

During the install process I was unable to do an incremental update due
to a perl glibc malloc error in the dumpfile-to-rt3 script. Also, I
cannot run rt-crontool for the same reason:

[root at hermes bin]# /usr/bin/perl ./rt-crontool --help
*** glibc detected *** malloc(): memory corruption: 0x094dd118 ***
Aborted

The failure appears to be in DBD::mysql --

** THIS IS WITH A LOCALLY COMPILED perl 5.8.6:

[root at hermes ~]# cd /opt/rt3/bin
[root at hermes bin]# gdb /opt/perl/bin/perl
GNU gdb Red Hat Linux (6.1post-1.20040607.43rh)
Copyright 2004 Free Software Foundation, Inc.
GDB is free software, covered by the GNU General Public License, and you
are
welcome to change it and/or distribute copies of it under certain
conditions.
Type "show copying" to see the conditions.
There is absolutely no warranty for GDB.  Type "show warranty" for
details.
This GDB was configured as "i386-redhat-linux-gnu"...Using host
libthread_db library "/lib/tls/libthread_db.so.1".

(gdb) run ./rt-crontool --help
Starting program: /opt/perl/bin/perl ./rt-crontool --help
*** glibc detected *** malloc(): memory corruption: 0x0ac81518 ***

Program received signal SIGABRT, Aborted.
0x00b637a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2
(gdb) where
#0  0x00b637a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2
#1  0x00ba3955 in raise () from /lib/tls/libc.so.6
#2  0x00ba5319 in abort () from /lib/tls/libc.so.6
#3  0x00bd6f9a in __libc_message () from /lib/tls/libc.so.6
#4  0x00bde0c6 in _int_malloc () from /lib/tls/libc.so.6
#5  0x00bdfbd1 in malloc () from /lib/tls/libc.so.6
#6  0x004d8e2e in my_malloc ()
   from /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
#7  0x004da242 in alloc_root ()
   from /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
#8  0x004e9515 in unpack_fields ()
   from /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
#9  0x004eb2a5 in cli_read_query_result ()
   from /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
#10 0x004eb390 in mysql_real_query ()
   from /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
#11 0x004cdfce in mysql_st_internal_execute (h=0xa600b7c, statement=0x0,
attribs=0x0,
    numParams=1, params=0xabe67c8, cdaPtr=0xabfc2b4, svsock=0xac75d8c,
use_mysql_use_result=0)
    at dbdimp.c:1620
#12 0x004ce71b in mysql_st_execute (sth=0xa600b7c, imp_sth=0xabfc248) at
dbdimp.c:1690
#13 0x004d0c1a in XS_DBD__mysql__st_execute (cv=0xa5ff91c) at
mysql.xsi:548
#14 0x00f3e8f4 in XS_DBI_dispatch (cv=0xa2a3844) at DBI.xs:2656
#15 0x00e57c4d in Perl_pp_entersub () at pp_hot.c:2890
#16 0x00e3ef5c in Perl_runops_debug () at dump.c:1449
#17 0x00df7a0a in perl_run (my_perl=0x9a05008) at perl.c:1934
#18 0x0804922a in main (argc=0, argv=0x0, env=0xbfeef154) at
perlmain.c:98

SAME THING WITH STOCK perl 5.8.5:

[root at hermes bin]# gdb /usr/bin/perl
GNU gdb Red Hat Linux (6.1post-1.20040607.43rh)
Copyright 2004 Free Software Foundation, Inc.
GDB is free software, covered by the GNU General Public License, and you
are
welcome to change it and/or distribute copies of it under certain
conditions.
Type "show copying" to see the conditions.
There is absolutely no warranty for GDB.  Type "show warranty" for
details.
This GDB was configured as "i386-redhat-linux-gnu"...(no debugging
symbols found)...Using host libthread_db library
"/lib/tls/libthread_db.so.1".

(gdb) run ./rt-crontool --help
Starting program: /usr/bin/perl ./rt-crontool --help
(no debugging symbols found)...(no debugging symbols found)...(no
debugging symbols found)...(nodebugging symbols found)...(no debugging
symbols found)...(no debugging symbols found)...(no debugging symbols
found)...[Thread debugging using libthread_db enabled]
[New Thread -1208285504 (LWP 7655)]
(no debugging symbols found)...(no debugging symbols found)...(no
debugging symbols found)...(nodebugging symbols found)...(no debugging
symbols found)...(no debugging symbols found)...*** glibc detected ***
malloc(): memory corruption: 0x0a041fc8 ***

Program received signal SIGABRT, Aborted.
[Switching to Thread -1208285504 (LWP 7655)]
0x00b637a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2
(gdb) where
#0  0x00b637a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2
#1  0x00ba3955 in raise () from /lib/tls/libc.so.6
#2  0x00ba5319 in abort () from /lib/tls/libc.so.6
#3  0x00bd6f9a in __libc_message () from /lib/tls/libc.so.6
#4  0x00bde0c6 in _int_malloc () from /lib/tls/libc.so.6
#5  0x00bdfbd1 in malloc () from /lib/tls/libc.so.6
#6  0x0021e94e in my_malloc ()
   from
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/mysql/my
sql.so
#7  0x0021fd62 in alloc_root ()
   from
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/mysql/my
sql.so
#8  0x0022f035 in unpack_fields ()
   from
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/mysql/my
sql.so
#9  0x00230dc5 in cli_read_query_result ()
   from
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/mysql/my
sql.so
#10 0x00230eb0 in mysql_real_query ()
   from
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/mysql/my
sql.so
#11 0x0020e755 in mysql_st_internal_execute (h=0x99bec00,
statement=0x2d, attribs=0x0,
    numParams=1, params=0xa008c30, cdaPtr=0x9fb8954, svsock=0xa034c34,
use_mysql_use_result=0)
    at dbdimp.c:1620
#12 0x0020effa in mysql_st_execute (sth=0x99bec00, imp_sth=0x9fb88e8) at
dbdimp.c:1690
#13 0x002138d4 in XS_DBD__mysql__st_execute (my_perl=0x8c33008,
cv=0x99bd73c) at mysql.xsi:505
#14 0x0018a9fb in XS_DBI_dispatch ()
   from
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi/auto/DBI/DBI.so
#15 0x056f1a62 in Perl_pp_entersub ()
   from /usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE/libperl.so
#16 0x056d4e1d in Perl_runops_debug ()
   from /usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE/libperl.so
#17 0x05686c41 in perl_run () from
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE/libperl.so
#18 0x080493a2 in main ()

Using the MALLOC_CHECK_ environment variable doesn't help.

Is this some thread safety issue? Anyone else seeing anything like it?

Thanks,
Gary

Get the latest news on SurfControl and our products,
subscribe to our monthly e-newsletter, SurfAdvisory at:
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please contact the sender.
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From tomisilori at yahoo.co.uk  Fri Feb 25 07:35:18 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Fri, 25 Feb 2005 12:35:18 +0000 (GMT)
Subject: [rt-users] Due date in hours
Message-ID: <20050225123518.15897.qmail@web26604.mail.ukl.yahoo.com>

Hi everyone,
Pls, is it possible to have due date to be in hours instead of it being in days as the case is now. 
Thanks.

		
---------------------------------
 ALL-NEW Yahoo! Messenger - all new features - even more fun!  
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From tomisilori at yahoo.co.uk  Fri Feb 25 07:36:09 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Fri, 25 Feb 2005 12:36:09 +0000 (GMT)
Subject: [rt-users] Due date in hours 
Message-ID: <20050225123609.12189.qmail@web26608.mail.ukl.yahoo.com>

Hi everyone,
Pls, is it possible to have tickets being due in hours instead of it being in days as the case is now. 
Thanks.

		
---------------------------------
 ALL-NEW Yahoo! Messenger - all new features - even more fun!  
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From aturetta+rt at bestunion.it  Fri Feb 25 08:18:01 2005
From: aturetta+rt at bestunion.it (Angelo Turetta)
Date: Fri, 25 Feb 2005 14:18:01 +0100
Subject: [rt-users] What's the meaning of a ticket's "Told" date?
Message-ID: <421F2589.5090901@bestunion.it>

RT 3.4.1

The query manager allows one to select a column called 'Told' whose 
value is a date, but there is no field with the same label in the ticket 
data page.

Is that the same as 'Last Contact', meaning the last update notified to 
the requestor (thus excluding comments?)

Thanks,
Angelo.


From fjonckers at Interconnect.be  Fri Feb 25 08:12:48 2005
From: fjonckers at Interconnect.be (Filip Jonckers)
Date: Fri, 25 Feb 2005 14:12:48 +0100
Subject: [rt-users] Wiki: WindowsOSInstallGuide webpage seems to be down?
Message-ID: 

all pages work - but not the WindowsOSInstallGuide ....

CONFIDENTIALITY NOTICE
-----------------------------------------------
This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law.  If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited.  If you have received this E-mail message in error, please delete and notify the sender immediately.  Thank you.




From fjonckers at Interconnect.be  Fri Feb 25 07:37:20 2005
From: fjonckers at Interconnect.be (Filip Jonckers)
Date: Fri, 25 Feb 2005 13:37:20 +0100
Subject: [rt-users] upgrading using svn
Message-ID: 

I have a working version of RT on a windows platform (v3.0.12)
Tortoise SVN is also installed as SVN client

I wanted to upgrade this to the latest 3.4.xx version using SVN
but apparently the HTTP command PROPFIND is being blocked on the apache
server hosting the SVN tree ?
Should I change something in my SVN client config ?
I used ethereal to check the traffic between the SVN client and SVN
server:

PROPFIND http://svn.autrijus.org/104/trunk HTTP/1.1
Host: svn.autrijus.org
User-Agent: SVN/1.1.3 (r12730) neon/0.24.7
Connection: TE
TE: trailers
Content-Length: 300
Content-Type: text/xml
Depth: 0
Accept-Encoding: gzip
Accept-Encoding: gzip
HTTP/
1.1 405 Method Not Allowed
Via: 1.1 ISA
Connection: Keep-Alive
Proxy-Connection: Keep-Alive
Content-Length: 353
Date: Fri, 25 Feb 2005 11:04:22 GMT
Content-Type: text/html; charset=iso-8859-1
Server: Apache/2.0.52 (FreeBSD) DAV/2 mod_perl/1.99_18 Perl/v5.8.6
Allow: GET,HEAD,POST,OPTIONS,TRACE
Keep-Alive: timeout=15, max=100


405 Method Not Allowed


      Method Not Allowed
      

      The requested method PROPFIND is not allowed for the URL
/104/trunk.
      

      

      Apache/2.0.52 (FreeBSD) DAV/2 mod_perl/1.99_18 Perl/v5.8.6
Server at svn.autrijus.org Port 80
      


CONFIDENTIALITY NOTICE
-----------------------------------------------
This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law.  If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited.  If you have received this E-mail message in error, please delete and notify the sender immediately.  Thank you.




From Valter.Lelli at think3.com  Fri Feb 25 09:10:18 2005
From: Valter.Lelli at think3.com (Valter Lelli)
Date: Fri, 25 Feb 2005 15:10:18 +0100
Subject: [rt-users] RT mail notifications are SPAM for Exchange Server
Message-ID: 

Hi all,

Mail notifications sent by RT  are (sometimes) classified as spam by the
Intelligent Message Filtering running on Exchange Server 2000.

How to configure sendmail in order to use AUTH when connects to the ES ?
In this way email are not checked (and removed) by IMS. 

Other suggestions?

Thanks in advance,
	Valter

--------
sendmail-cf-8.12.10-1
rt-mail-dispatcher-3.0.10-3
sendmail-8.12.10-1
rt-3.0.10-3 on redhat ES 3.0  installed using yum
RTFM-2.0.4
mysql-server-3.23.58-1.9
libdbi-dbd-mysql-0.6.5-5
mysql-3.23.58-1.9
---------


From aharrison at gmail.com  Fri Feb 25 09:14:11 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Fri, 25 Feb 2005 09:14:11 -0500
Subject: [rt-users] Generating querystrings from the web QueryBuilder
In-Reply-To: <20050223072710.65456.qmail@web26609.mail.ukl.yahoo.com>
References: 
	<20050223072710.65456.qmail@web26609.mail.ukl.yahoo.com>
Message-ID: 

On Wed, 23 Feb 2005 07:27:10 +0000 (GMT), Oluwatomisin Ilori
 wrote:
> Thanks Andy for the suggestion. The only problem with that is that i get
> tickets that were created even more than 2 hours ago from the current time-
> even those that had been created days and weeks ago were still displayed and
> that makes sense anyway. But what i really wanted is to get tickets that
> were created exactly 2 hours ago from the system time and i don't get any
> accurate result. But I might have to make do with using <2 hours ago in the
> search string for now...Any further suggestions would be appreciated. 


Sorry, zigged when I should have zagged...   That should be:

Created > '2 hours ago'

-- 
Andy Harrison


From rmroland at indiana.edu  Fri Feb 25 10:13:30 2005
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Fri, 25 Feb 2005 10:13:30 -0500
Subject: [rt-users] Dynamic/Relative Date Searching
Message-ID: 

We have the need to create a search that uses relative dates.  Say I want a
search that will show me all work completed in the last month.  If I select
'Resolved'->'After' I then have to manually enter a date from a month ago in
order to get that result.  Then, if I want to bookmark that search result,
it becomes outdated almost immediately.  Basically what we're looking for is
something that would allow us to create searches like:

Created - After Last Month
Resolved - After Last Week
Due - Before Next Week
Starts - Before Next Month

Then they could be bookmarked and always accurate/up-to-date.

Has there been a patch or has anyone added some options to the 'Before' 'On'
'After' that may be more relative in nature? (or maybe a 3rd drop down?)

Thanks,




Ryan Roland

Application Developer
Information Technology
Division of Recreational Sports
Indiana University
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From mose at ns.cune.edu  Fri Feb 25 10:47:44 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 25 Feb 2005 09:47:44 -0600 (CST)
Subject: [rt-users] Dynamic/Relative Date Searching
In-Reply-To: 
Message-ID: 

On Fri, 25 Feb 2005, Roland, Ryan M wrote:

> We have the need to create a search that uses relative dates.  Say I
> want a search that will show me all work completed in the last
> month.  If I select 'Resolved'->'After' I then have to manually enter
> a date from a month ago in order to get that result.

Created After "1 month ago"

The routines for the user interface use Time::ParseDate to figure out what
you are using for a date.  Take a look at the man page for a long list of
absolute and relative formats.  It's pretty clever.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"There are only two things which are sure in this life, death and taxes.
 However, death doesn't get worse every time Congress meets."




From sdowdy at ucar.edu  Fri Feb 25 10:52:25 2005
From: sdowdy at ucar.edu (Stephen Dowdy)
Date: Fri, 25 Feb 2005 08:52:25 -0700
Subject: [rt-users] Dynamic/Relative Date Searching
In-Reply-To: 
References: 
Message-ID: <421F49B9.7070309@ucar.edu>

Roland, Ryan M wrote:

> it becomes outdated almost immediately.  Basically what we're looking for is
> something that would allow us to create searches like:
> 
> Created - After Last Month
> Resolved - After Last Week
> Due - Before Next Week
> Starts - Before Next Month

Roland,

You can do things like:

	Query:   Created > '31 days ago'

To get all tickets whose creation time is larger than 31 days ago (i know, that statement doesn't *look* right, since it reads (to me at least) as Created more than 31 days ago, but it's a scalar comparison with a monotonically increasing number)

I've started playing with Group SavedSearches, which if combined with Stephen Turner's SavedSearches MASON element (http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches) provides a real handy way to create shared saved queries that everyone in your group can use from the "At a Glance" home page.

I've tried creating savedsearches such as:

Name:      "Today's Tickets"
Function:  Display all the tickets (of any state) that came in today

So far, the best thing i can find for this one is:

	Created > 'Yesterday'

But that seems equivalent to

	Created > '24 hours ago'

As i get stuff upto 24 hours old, even if it's 8am.

I initially tried

	Created > 'Today'

But that stopped showing me tickets from the morning by the time evening rolled around.  (I'd figured "Today" is equivalent to a full time spec of TODAY @ 00:00 a.m.).  I can't seem to figure out how to specify an absolute HOUR clock time like "Created > '08:00'"  That doesn't seem to work.

I'm not sure if these date references are standard SQL time comparisons or specific to RT yet.  I'm gonna peruse the RT source and the MySQL documentation to see.
(a cursory look doesn't show the string "YESTERDAY" in the RT sources and i can't find it documented in the MySQL docs either, hmmm)

--stephen
-- 
Stephen Dowdy  -  Systems Administrator  -  NCAR/RAP
303.497.2869  -  sdowdy at ucar.edu  -  http://www.rap.ucar.edu/~sdowdy/



From rmroland at indiana.edu  Fri Feb 25 11:19:34 2005
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Fri, 25 Feb 2005 11:19:34 -0500
Subject: [rt-users] Dynamic/Relative Date Searching
Message-ID: 

Well, taking Ken and Russell's lead, I did a little more research and,
finding how useful this was, figured that it would be handy to have this in
the Searching section of the wiki:

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

Scan that and if anyone has anything that should be added or feels should be
removed, please do so.

Thanks,




Ryan Roland

Application Developer
Information Technology
Division of Recreational Sports
Indiana University



-----Original Message-----
From: Kenneth Marshall [mailto:ktm at it.is.rice.edu] 
Sent: Friday, February 25, 2005 10:26
To: Roland, Ryan M
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Dynamic/Relative Date Searching

On Fri, Feb 25, 2005 at 10:13:30AM -0500, Roland, Ryan M wrote:
> We have the need to create a search that uses relative dates.  Say I want
a
> search that will show me all work completed in the last month.  If I
select
> 'Resolved'->'After' I then have to manually enter a date from a month ago
in
> order to get that result.  Then, if I want to bookmark that search result,
> it becomes outdated almost immediately.  Basically what we're looking for
is
> something that would allow us to create searches like:
> 
> Created - After Last Month

Created - After - "-1 month"

> Resolved - After Last Week

Resolve - After - "-1 week"

> Due - Before Next Week

Due - Before - "+1 week"

> Starts - Before Next Month

Starts - Before - "+1 month"

Ken

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From ktm at it.is.rice.edu  Fri Feb 25 10:25:56 2005
From: ktm at it.is.rice.edu (Kenneth Marshall)
Date: Fri, 25 Feb 2005 09:25:56 -0600
Subject: [rt-users] Dynamic/Relative Date Searching
In-Reply-To: 
References: 
Message-ID: <20050225152556.GF22242@it.is.rice.edu>

On Fri, Feb 25, 2005 at 10:13:30AM -0500, Roland, Ryan M wrote:
> We have the need to create a search that uses relative dates.  Say I want a
> search that will show me all work completed in the last month.  If I select
> 'Resolved'->'After' I then have to manually enter a date from a month ago in
> order to get that result.  Then, if I want to bookmark that search result,
> it becomes outdated almost immediately.  Basically what we're looking for is
> something that would allow us to create searches like:
> 
> Created - After Last Month

Created - After - "-1 month"

> Resolved - After Last Week

Resolve - After - "-1 week"

> Due - Before Next Week

Due - Before - "+1 week"

> Starts - Before Next Month

Starts - Before - "+1 month"

Ken


From dhutty+rt at ece.cmu.edu  Fri Feb 25 11:51:01 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Fri, 25 Feb 2005 11:51:01 -0500
Subject: [rt-users] Add search results into RT at a Glance
Message-ID: <421F5775.2030900@ece.cmu.edu>

I am attempting to setup useful defaults for new users and 2 related 
questions spring to mind:

1) Is it possible within the existing framework to add a box to 'RT at a 
glance' that displays the search results for a saved search?

2) It would be convenient to create and save search templates. Is it 
possible to insert variables into queries?
e.g. save a search like Queue='support' and (status = 'new' or status = 
'open') and (Owner = '' or Owner = 'nobody')

where  is filled by the ownerId of the person currently 
accessing the UI. Or would this result in too much of a security risk 
without significant extra work?

-- 
Duncan Hutty
System Administrator
Electrical and Computer Engineering
Carnegie Mellon University


From patrickm at snapfish.com  Fri Feb 25 11:45:42 2005
From: patrickm at snapfish.com (Patrick Morris)
Date: Fri, 25 Feb 2005 08:45:42 -0800
Subject: [rt-users] RT mail notifications are SPAM for Exchange Server
In-Reply-To: 
References: 
Message-ID: <421F5636.6010901@snapfish.com>

Here are the docs from Sendmail's web site: 
http://www.sendmail.org/~ca/email/auth.html

There are a ton of how-tos available.  Google is your friend here.

Valter Lelli wrote:

>Hi all,
>
>Mail notifications sent by RT  are (sometimes) classified as spam by the
>Intelligent Message Filtering running on Exchange Server 2000.
>
>How to configure sendmail in order to use AUTH when connects to the ES ?
>In this way email are not checked (and removed) by IMS. 
>
>Other suggestions?
>
>Thanks in advance,
>	Valter
>
>--------
>sendmail-cf-8.12.10-1
>rt-mail-dispatcher-3.0.10-3
>sendmail-8.12.10-1
>rt-3.0.10-3 on redhat ES 3.0  installed using yum
>RTFM-2.0.4
>mysql-server-3.23.58-1.9
>libdbi-dbd-mysql-0.6.5-5
>mysql-3.23.58-1.9
>---------
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>




From MarkRoedel at letu.edu  Fri Feb 25 11:57:14 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Fri, 25 Feb 2005 10:57:14 -0600
Subject: [rt-users] What's the meaning of a ticket's "Told" date?
Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C4C0@RACHAEL-NEW.letnet.net>


It looks to me like it's a timestamp for the most recent reply on a
ticket, excluding replies added by the requestor.  (So yes, comments
would also be excluded.)
 
--
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 Angelo
Turetta
Sent: Friday, February 25, 2005 7:18 AM
To: rt-users
Subject: [rt-users] What's the meaning of a ticket's "Told" date?

RT 3.4.1

The query manager allows one to select a column called 'Told' whose 
value is a date, but there is no field with the same label in the ticket

data page.

Is that the same as 'Last Contact', meaning the last update notified to 
the requestor (thus excluding comments?)


From jesse at bestpractical.com  Fri Feb 25 12:05:14 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Feb 2005 12:05:14 -0500
Subject: [rt-users] What's the meaning of a ticket's "Told" date?
In-Reply-To: <434FADD5590FE344A09C7D7062F7FC4A02C4C0@RACHAEL-NEW.letnet.net>
References: <434FADD5590FE344A09C7D7062F7FC4A02C4C0@RACHAEL-NEW.letnet.net>
Message-ID: <20050225170514.GY17751@bestpractical.com>




On Fri, Feb 25, 2005 at 10:57:14AM -0600, Roedel, Mark wrote:
> 
> It looks to me like it's a timestamp for the most recent reply on a
> ticket, excluding replies added by the requestor.  (So yes, comments
> would also be excluded.)

"Last time we said anything to the requestor" is what it's intended to
be.

> --
> 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 Angelo
> Turetta
> Sent: Friday, February 25, 2005 7:18 AM
> To: rt-users
> Subject: [rt-users] What's the meaning of a ticket's "Told" date?
> 
> RT 3.4.1
> 
> The query manager allows one to select a column called 'Told' whose 
> value is a date, but there is no field with the same label in the ticket
> 
> data page.
> 
> Is that the same as 'Last Contact', meaning the last update notified to 
> the requestor (thus excluding comments?)
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From jesse at bestpractical.com  Fri Feb 25 12:06:28 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Feb 2005 12:06:28 -0500
Subject: [rt-users] Query Builder documentation
In-Reply-To: <421F4231.70408@ece.cmu.edu>
References: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au>
	<78c5b14105013104273cedaa9c@mail.gmail.com>
	<421E1C46.80205@ece.cmu.edu>
	<78c5b141050224212011beaca3@mail.gmail.com>
	<20050225052529.GQ17751@bestpractical.com>
	<421F4231.70408@ece.cmu.edu>
Message-ID: <20050225170628.GZ17751@bestpractical.com>

> Parentheses are not enough:
> ( Queue = 'gripe'  AND ( Status = 'new'  OR Status = 'open'  OR Status = 
> 'stalled' ) AND ( Owner = '32'  OR Owner = '10' )) OR ( Owner = '32' )
> 
> when I hit apply, became this:
> 
> ( Queue = 'gripe'  AND ( Status = 'new'  OR Status = 'open'  OR Status = 
> 'stalled' ) AND ( Owner = '32'  OR Owner = '10' )) AND ( Owner = '32' )
> 
> It appears that most simple queries can be entered into the advanced 
> box, but that you have to think carefully about the order of your criteria.

That's not right.  Patches would be appreciated.


> -- 
> Duncan Hutty
> System Administrator
> Electrical and Computer Engineering
> Carnegie Mellon University
> 

-- 


From rmreis at cpqd.com.br  Fri Feb 25 13:25:12 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Fri, 25 Feb 2005 15:25:12 -0300
Subject: [rt-users] Making a sum with Query Result
Message-ID: 

Hello There!!!

I've been trying to make a query that does the sum of a custom field but i'm litle bit lost.....  For example, there are 2 tickets and in a custom field called "time allocated" I have 10 and 20 values respectively. So, when execute a query (by the owner, for example) shows 30 as final result.

Is it possible?? How???

Thank's in advance!!!

Rodolfo de Moraes Reis
DSIN - Grupo de Teste e Qualidade
CPqD Telecom & IT Solutions
Tel.: +55 19 3705-5986 
Fax: +55 19 3705-6786
rmreis at cpqd.com.br
www.cpqd.com.br




From cboyd at gizmopartners.com  Fri Feb 25 13:01:46 2005
From: cboyd at gizmopartners.com (Chris Boyd)
Date: Fri, 25 Feb 2005 12:01:46 -0600
Subject: [rt-users] RT mail notifications are SPAM for Exchange Server
In-Reply-To: 
References: 
Message-ID: <220a8ec0d6cd03c7e756832d3de2b7df@gizmopartners.com>


On Feb 25, 2005, at 8:10 AM, Valter Lelli wrote:
> Mail notifications sent by RT  are (sometimes) classified as spam by 
> the
> Intelligent Message Filtering running on Exchange Server 2000.
>
> How to configure sendmail in order to use AUTH when connects to the ES 
> ?
> In this way email are not checked (and removed) by IMS.

Sendmail is usually not configured to use AUTH when delivering mail 
unless it's forwarding all mail via an ISP's mail system.  In that case 
you can turn it on as part of the smarthost configuration.  You 
probably don't want to enable AUTH just to deliver mail for one server.

You should be able to whitelist the server running RT in the IMF 
configuration somewhere.  Failing that, it looks like you'll have 
whitelist RT at each Outlook instance.  
http://www.microsoft.com/exchange/downloads/2003/imf/overview.mspx

--Chris



From mike.parker at ga.com  Fri Feb 25 14:50:52 2005
From: mike.parker at ga.com (M. D. Parker)
Date: Fri, 25 Feb 2005 11:50:52 -0800
Subject: [rt-users] RT 3.4.1 -- Main Index Sorting
In-Reply-To: <220a8ec0d6cd03c7e756832d3de2b7df@gizmopartners.com>
Message-ID: <200502251950.j1PJotbt016424@mars.sd.gat.com>

When you hit first "index" page, you get to see all of your tickets sorted
in priority order.

Any way to add a second sort key, as I'd like it sorted after that by "id"
as well.

Mike Parker
parkerm at ga.com



From cornellgreen at gmail.com  Fri Feb 25 15:48:02 2005
From: cornellgreen at gmail.com (Cornell Green)
Date: Fri, 25 Feb 2005 15:48:02 -0500
Subject: [rt-users] Parse initial e-mail
Message-ID: <52616397050225124828bcd591@mail.gmail.com>

I am attempting to parse the initial email that initiates a ticket.

I have created a custom scrip. This part I have working:

Description:  $Descrip_name  (not important)
Condition:  User Defined
Action: Notify CCs as Comment
Template: $Templ_name (again, not important; but the template itself
included below)
Stage:  TransactionCreate

Custom Condition:
if($self->TicketObj->Status eq 'new' and
$self->TransactionObj->CreatorObj->EmailAddress() =~ /$match_pattern/
){
return 1;
}

...for privacy I have, obviously, substituted "$match_pattern" for the
*actual* pattern the condition contains...

Custom action preparation code:

my $self = $Transaction;
my @lines = split(/\n/,$self->TicketObj->Transactions->First->Attachments->First->Content());

 foreach my $this_line ( @lines ){
   if ( $this_line =~ /Caller\'s Phone Number:/ ){;
       my ($caller) = ($this_line);
       return $caller;
       } else {
       next;
       }
 }
1;

Custom action cleanup code:

1;

The custom scrip this triggers:

Subject: AutoReply: Toll-free support call

A call from {$caller} has created [{$rtname} #{$Ticket->id()}] in the
Trouble Ticket system.

Unfortunately, the output I receive is:

A call from  has created [garagenet.com #NNN] in the Trouble Ticket system.


Clearly, although I have figured out how to create the correct trigger
condition, I have *not* determined how to parse the initial email.
Does anyone have any idea what I'm doing wrong? Is there any tutorial
on the RT Ticket/Transaction object schema, as it relates to accessing
aspects of it in a custom scrip?

Any help will, truly, be gratefully appreciated. Thanks in advance...

peace


From rkagan at yorku.ca  Fri Feb 25 16:00:10 2005
From: rkagan at yorku.ca (Ramon Kagan)
Date: Fri, 25 Feb 2005 16:00:10 -0500 (EST)
Subject: [rt-users] Lost on notifications
Message-ID: 

HI,

RT3.4.1
I have an approval setup as follows:

===Create-Ticket: firewall
Subject: New Firewall request from {$Tickets{'TOP'}->RequestorAddresses}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: Approvals
Type: Approval
Status: open
Requestor: {$Tickets{'TOP'}->RequestorAddresses}
Content: Someone has requested a firewall ACL. You should review it, so
they can finish their work
ENDOFCONTENT

The in the approval queue there is the scrip labelled "If an approval is
rejected, reject the original and delete pending approvals" which at the
end has...

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

Even though there is a requestor I do not have get any email sent.   The
logs are:

[Fri Feb 25 20:49:00 2005] [info]:
 #173/1878 - Scrip 12 If
an approval is rejected, reject the original and delete pending approvals
(/opt/rt3/lib/RT/Action/SendEmail.pm:235)
[Fri Feb 25 20:49:00 2005] [info]:
 No recipients found. Not
sending.
 (/opt/rt3/lib/RT/Action/SendEmail.pm:247)

So I tried...

Description: alternate reject notification
Condition: User Defined
	if ($self->TransactionObj->Type eq "Status" and
           $self->TransactionObj->NewValue eq "rejected") {
       		return 1;
	} else {
       		return 0;
	}
Action: Notify Requestors
Template: Approval Rejected

I get the same in the logs:

[Fri Feb 25 20:49:00 2005] [info]:
 #174/1878 - Scrip 21
alternate reject notification (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
[Fri Feb 25 20:49:00 2005] [info]:
 No recipients found. Not
sending.
 (/opt/rt3/lib/RT/Action/SendEmail.pm:247)

Anybody have any idea why this isn't working?  The ticket (approval) does
have a Requestor associated with it.


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

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


From rs at plusw.de  Fri Feb 25 17:53:37 2005
From: rs at plusw.de (Rolf Schaufelberger)
Date: Fri, 25 Feb 2005 23:53:37 +0100
Subject: [rt-users] Help for own action needed
Message-ID: <200502252353.37560.rs@plusw.de>

Hi, 
I want to create a new ticket-related action which can be selected in the 
topnav and which does something and finally creates an email to the 
requestor. The "something" should be logged like a comment in the ticket 
history and the email should be logged to like any other emails. 


Step 1: I added a own action in 

Callacks/MyCallbacks/Ticket/Elements/Tabs/Default

which works well. The link appears correct.
It points to an URI Ticket/Coupon.html


Step 2:
I copied Ticket/Update.html to Ticket/Coupon.html, removed all the form fields 
I don't  need and added some others.  The form looks Ok. 

But now I get stucked: Searching in Update.html for the the code where the 
"update" is done , but I dont see anything. Looked in autohandler, in 
Interface::Web::Handler, nothing. Am I blind ? 
So how does the workflow function ? Where does the action happen ? 
And how can I link a template to build the outgoing e-mail with Coupon.html?

Greetings 
Rolf Schaufelberger
E-Mail: rs at plusw.de


From rakxzo at gmail.com  Fri Feb 25 18:45:31 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Fri, 25 Feb 2005 15:45:31 -0800
Subject: [rt-users] Help with dependencies
Message-ID: 

Hi guys, 
New guy here... I am installing RT 3.4.1 and I'm stuck at a point. 
I've googled and searched throug the docs in the wiki but I can't find
a solution... any help would be appreciated.

when I run   
        make testdeps |grep MISSING

I get these missing ones.
       Cache::Cache ...Missing
       DBIx::SearchBuilder  1.21...Missing
       MIME::Entity 5.108...Missing
       Time::HiRes ...Missing
       Term::ReadKey ...Missing

I tried installing them manually and I get errors...

      perl _MCPAN -e 'install Cache::Cache'
<--error output-->
DIED. Failed tests 1-48
            Failed 48/48 tests, 0.00% okay
t/6_test_size_aware_memory-cache....ok
Failed Test                                         Stat Wstat  Total 
 Fail  Failed  List of Failed
-----------------------------------------------------------------------------------------------------------------------------
t/3_test_file_cache.t                                2     512     35 
   69   197.14%   1-35
t/5_test_size_aware_file_cache.t              2     512     48     95 
 197.92%   1-48
Failed 2/5 test scripts, 60.00% okay.  83/167 subtests failed, 50.30% okay.
make: *** [test_dynamic] Error 255
    /usr/bin/make test -- NOT OK
Running make install
    make test had returned bad status, won't install without force.
<--error output end-->


The other ones end similarly... but I didnt want to make the e-mail a
few pages long.

      


-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From aharrison at gmail.com  Fri Feb 25 22:23:22 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Fri, 25 Feb 2005 22:23:22 -0500
Subject: [rt-users] Help with dependencies
In-Reply-To: 
References: 
Message-ID: 

On Fri, 25 Feb 2005 15:45:31 -0800, Oscar Gonzalez  wrote:
> Hi guys,
> New guy here... I am installing RT 3.4.1 and I'm stuck at a point.
> I've googled and searched throug the docs in the wiki but I can't find
> a solution... any help would be appreciated.

OS, OS version, RT version, Perl version, module versions, etc, etc, etc...


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



-- 
Andy Harrison


From aharrison at gmail.com  Fri Feb 25 22:26:20 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Fri, 25 Feb 2005 22:26:20 -0500
Subject: [rt-users] Add search results into RT at a Glance
In-Reply-To: <421F5775.2030900@ece.cmu.edu>
References: <421F5775.2030900@ece.cmu.edu>
Message-ID: 

On Fri, 25 Feb 2005 11:51:01 -0500, Duncan Hutty  wrote:
> I am attempting to setup useful defaults for new users and 2 related
> questions spring to mind:
> 
> 1) Is it possible within the existing framework to add a box to 'RT at a
> glance' that displays the search results for a saved search?
> 
> 2) It would be convenient to create and save search templates. Is it
> possible to insert variables into queries?
> e.g. save a search like Queue='support' and (status = 'new' or status =
> 'open') and (Owner = '' or Owner = 'nobody')
> 
> where  is filled by the ownerId of the person currently
> accessing the UI. Or would this result in too much of a security risk
> without significant extra work?
> 

Those boxes aren't much more than a query display.  Use the
html/Elements/MyRequests page as an example to create your own and
then add it to the index.html page.

-- 
Andy Harrison


From aharrison at gmail.com  Fri Feb 25 22:35:36 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Fri, 25 Feb 2005 22:35:36 -0500
Subject: [rt-users] Parse initial e-mail
In-Reply-To: <52616397050225124828bcd591@mail.gmail.com>
References: <52616397050225124828bcd591@mail.gmail.com>
Message-ID: 

On Fri, 25 Feb 2005 15:48:02 -0500, Cornell Green
 wrote:
> I am attempting to parse the initial email that initiates a ticket.
> 
> I have created a custom scrip. This part I have working:
> 
> Description:  $Descrip_name  (not important)
> Condition:  User Defined
> Action: Notify CCs as Comment
> Template: $Templ_name (again, not important; but the template itself
> included below)
> Stage:  TransactionCreate
> 
> Custom Condition:
> if($self->TicketObj->Status eq 'new' and
> $self->TransactionObj->CreatorObj->EmailAddress() =~ /$match_pattern/
> ){
> return 1;
> }
> 
> ...for privacy I have, obviously, substituted "$match_pattern" for the
> *actual* pattern the condition contains...
> 
> Custom action preparation code:
> 
> my $self = $Transaction;
> my @lines = split(/\n/,$self->TicketObj->Transactions->First->Attachments->First->Content());
> 
>  foreach my $this_line ( @lines ){
>    if ( $this_line =~ /Caller\'s Phone Number:/ ){;
>        my ($caller) = ($this_line);
>        return $caller;
>        } else {
>        next;
>        }
>  }
> 1;
> 
> Custom action cleanup code:
> 
> 1;
> 
> The custom scrip this triggers:
> 
> Subject: AutoReply: Toll-free support call
> 
> A call from {$caller} has created [{$rtname} #{$Ticket->id()}] in the
> Trouble Ticket system.
> 
> Unfortunately, the output I receive is:
> 
> A call from  has created [garagenet.com #NNN] in the Trouble Ticket system.
> 
> Clearly, although I have figured out how to create the correct trigger
> condition, I have *not* determined how to parse the initial email.
> Does anyone have any idea what I'm doing wrong? Is there any tutorial
> on the RT Ticket/Transaction object schema, as it relates to accessing
> aspects of it in a custom scrip?


First, using Status eq 'new' for your condition probably isn't the thing to do.
Use something like:

return undef unless ($self->TransactionObj->Type eq "Create");

Secondly, you have no code in the template to give $caller any sort of
value.  I think you can rip that whole custom action out and if you
use the same code to fetch the value for $caller right in the
template, it would probably work.

-- 
Andy Harrison


From aharrison at gmail.com  Fri Feb 25 22:41:38 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Fri, 25 Feb 2005 22:41:38 -0500
Subject: [rt-users] Error with custom scrip action
In-Reply-To: <20050224102251.23724.qmail@web26605.mail.ukl.yahoo.com>
References: <20050224102251.23724.qmail@web26605.mail.ukl.yahoo.com>
Message-ID: 

On Thu, 24 Feb 2005 10:22:50 +0000 (GMT), Oluwatomisin Ilori
 wrote:
> Hi everyone, 
> I'm running rt 3.4.0 on apache 1.3 with mod_perl 1, perl 5.8.4, mysql 4.19.
> I'm trying to create a custom scrip action to add adminCc's to a ticket
> based on the custom field selection and a change of owner. 
> The scrip i'm using is given below. 

Here's an example from one of mine:

Description: AddWatcherFoo
Condition: User defined
Custom Condition:

return undef unless ($self->TransactionObj->Type eq "Create");
return undef unless
($self->TicketObj->FirstCustomFieldValue('MyCustomField') =~ 
/my_match_value/i);
return 1;

Action: User defined
Custom action prep:

my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Cc', Email
=> "foo\@example.com" );
return 1;

Custom action cleanup:

return 1;

Stage: TransactionCreate
Template: Global Template: Blank

-- 
Andy Harrison


From rakxzo at gmail.com  Fri Feb 25 22:59:58 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Fri, 25 Feb 2005 19:59:58 -0800
Subject: [rt-users] Help with dependencies
In-Reply-To: 
References: 
	
Message-ID: 

Ah! sorry... I had all that... just forgot to add it to the note.

latest perl version, apache 2 uptodate.  OS is CentOS latest release.


On Fri, 25 Feb 2005 22:23:22 -0500, Andy Harrison  wrote:
> On Fri, 25 Feb 2005 15:45:31 -0800, Oscar Gonzalez  wrote:
> > Hi guys,
> > New guy here... I am installing RT 3.4.1 and I'm stuck at a point.
> > I've googled and searched throug the docs in the wiki but I can't find
> > a solution... any help would be appreciated.
> 
> OS, OS version, RT version, Perl version, module versions, etc, etc, etc...
> 
> http://wiki.bestpractical.com/admin/index.cgi?FAQ
> 
> --
> Andy Harrison
> 


-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From lists at masonc.com  Sat Feb 26 09:24:03 2005
From: lists at masonc.com (Chris Mason)
Date: Sat, 26 Feb 2005 10:24:03 -0400
Subject: [rt-users] Perl 5.8.3 rpms for redhat?
Message-ID: <000d01c51c0e$d24934a0$0600a8c0@poseiden>

Anyone know where I can get rpms to upgrade perl to the required version?

Chris Mason

-- 
No virus found in this outgoing message.
Checked by AVG Anti-Virus.
Version: 7.0.300 / Virus Database: 266.5.0 - Release Date: 2/25/2005
 



From Jan-Frode.Myklebust at bccs.uib.no  Sat Feb 26 09:50:03 2005
From: Jan-Frode.Myklebust at bccs.uib.no (Jan-Frode Myklebust)
Date: Sat, 26 Feb 2005 15:50:03 +0100
Subject: [rt-users] ANNOUCE: Asset Tracker 0.9.1
In-Reply-To: <20050216184656.GG14753@chaka.net>
References: <20050216184656.GG14753@chaka.net>
Message-ID: <20050226145003.GA29636@ii.uib.no>

On Wed, Feb 16, 2005 at 01:46:57PM -0500, Todd Chapman wrote:
> 
> Please see the README file for more information.

I did. It didn't say anything about what the Asset Tracker can do.  


> There is a wiki at: http://atwiki.chaka.net/. 

Tried the wiki as well.

> http://atwiki.chaka.net/index.cgi?MailingLists

Tried to check out the archives, but got a 404-not found.

Are there any information about this asset tracker available anywhere
else than in the source? I'm really curious to know what it's supposed
to do, if it will solve my problems.. but I'm not sure I'll blindly
install it just because the name seems to suggest it can be useful :)

Curious minds wants feature lists, screenshots, and possibly a
demo-tracker :-)


  -jf


From david.w.snyder at yale.edu  Sat Feb 26 12:17:44 2005
From: david.w.snyder at yale.edu (David Snyder)
Date: Sat, 26 Feb 2005 12:17:44 -0500
Subject: [rt-users] Perl 5.8.3 rpms for redhat?
In-Reply-To: <20050226170006.1B1EB4D80E2@diesel.bestpractical.com>
References: <20050226170006.1B1EB4D80E2@diesel.bestpractical.com>
Message-ID: <5ebd00ccc0d9f07f6a0393d734f23bd1@yale.edu>

> Anyone know where I can get rpms to upgrade perl to the required 
> version?
>
> Chris Mason

Redhat Enterprise 4 ships with Perl 5.8.5.  I've also heard that Redhat 
backported the Unicode bugfixes to the version of Perl in Enterprise 3, 
but I'm not sure if that's true.



From jesse at bestpractical.com  Sat Feb 26 14:59:51 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 26 Feb 2005 14:59:51 -0500
Subject: [rt-users] RSS Feeds
In-Reply-To: 
References: 
Message-ID: <20050226195951.GD17751@bestpractical.com>


On Thu, Feb 24, 2005 at 07:54:14PM +0100, Torsten Brumm / HAM MI-IC wrote:
> Hi,
> 
> does some get the RSS Feeds running? If i try to load the Feed within my
> feed reader (incl. Auth!) i get error Message:
> 
> Feed contains a XML Syntax Error:
> 
> Unexpected Token: 'TAGEND' Token expected Line 31, Position 3


What's in position 3 of line 31?

> 
> I have tried with different RSS Readers, same Error.
> 
> Using RT 3.4.1 under Redhat
> 
> PS: All needed Perl Files are installed correctly, nothing at the Apache
> Error Log!
> 
> Any Ideas?
> 
> Thanks
> 
> Torsten
> 
> Mit freundlichen Gruessen / With kindest regards
> 
> Torsten Brumm
> IT Security Engineer
> ____________________________________________________
> 
> Kuehne+Nagel AG & Co KG
> HAM MI-IC / Corporate IT
> 
> Ferdinand Strasse 29-33
> D-20095 Hamburg
> Germany
> 
> Tel: +49 40 329 15 199
> Gsm: +49 17 362 66 693


> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 


From yoavd at qballtech.net  Sun Feb 27 04:11:28 2005
From: yoavd at qballtech.net (Yoav Daniely)
Date: Sun, 27 Feb 2005 11:11:28 +0200
Subject: [rt-users] Can RT scale up?
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE46154B@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <20050227091133.10C321276CE@hawk.qballtech.com>

Matthew ,
 
Can you please elaborate concerning the hardware used ?
 
Regards,
 
        Yoav

  _____  

From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] 
Sent: Friday, February 25, 2005 2:17 AM
To: Yoav Daniely; rt-users at lists.fsck.com
Subject: RE: [rt-users] Can RT scale up?



Hi,

 

 We currently have about 1.3 million tickets, and after a lot of database
tweaking and quite a bit of hardware we now have RT running very reasonably.


 

So, yes it can scale, however some of the design choices don't seem to
handle it that well, so you will most likely have to do a bit of work on the
indexes and possible the UI (we ripped out a number of slower components) to
make it an acceptable speed.

 

Regards,
Matt.

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav Daniely
Sent: Thursday, February 24, 2005 11:52 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Can RT scale up?

 

Greetings,

 

I have a need to deploy RT to contain 250,000 tickets per year (and import 3
years backwards from an old system).

Tickets will include at least 10 custom fields of extended information.

Anyone has any exprience/insights on this size of deployment? Any known
application design bottlenecks that may appear at high volumes such as this?

 

Best Regards,

 

        Yoav Daniely

        Qball Technologies.

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.
Please notify the sender immediately by email if you have received this
email by mistake and delete this email from your system. Please note that
any views or opinions presented in this email are solely those of the author
and do not necessarily represent those of the organisation. Finally, the
recipient should check this email and any attachments for the presence of
viruses. The organisation accepts no liability for any damage caused by any
virus transmitted by this email.

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From joerg at die-herberts.de  Sun Feb 27 16:14:24 2005
From: joerg at die-herberts.de (Joerg Herbert)
Date: Sun, 27 Feb 2005 22:14:24 +0100
Subject: [rt-users] Help needed with CustomCondition under RT 3.2.2
Message-ID: <42224640.14793.250FAF7@localhost>

Hi all,

1. I want to trigger an template with the following Condition:

I set the Ticket to "resolved" and an CustomField "Passwordvergabe" 
to "RT"

I tried to use the following CustomCondition:

return undef unless (($self->TicketObj-
>FirstCustomFieldValue('Passwortvergabe') =~ /RT/i)&&($self-
>TransactionObj->Type eq "resolved"));

but it doesn't trigger. Why?

2. Is there an Login to the RT-Wiki. I want to make a page for the 
altering Ticket-Number-Snippet but didn't find a login. (Well, as you 
see, I have never used a wiki ;)) Are there any docs available?

-- 
Bye for now, 
Bis denne,
                   Joerg



From ges at wingfoot.org  Sun Feb 27 16:18:53 2005
From: ges at wingfoot.org (Glenn Sieb)
Date: Sun, 27 Feb 2005 16:18:53 -0500
Subject: [rt-users] Oddness with new tickets..
Message-ID: <4222393D.4090704@wingfoot.org>

I have RT 3.4.1 on FreeBSD 4.11 with Apache+mod_ssl 2.0.53 using FastCGI.

Ok.

So I have a queue that does not have autoreply to requestors using 
template autoreply on ticket creation (a postmaster queue--you really do 
not want an autoreply on a postmaster queue ;) ). So I removed the scrip 
action from global.

In the queues that DO want autoreplies, I have added the scrip back 
per-queue.

Unfortunately, people requesting tickets don't get the autoreply.

I have in Queues/Help/Scrips/New Scrip:

Description: OnCreateNotifyRequestor
Conditon: On Create
Action: Notify Requestors
Template: Global template: Autoreply
State: TransactionCreate

No other custom things. Just saved like this. The OnResolve scrip works 
fine:

Description: OnResolve
Condition: On Resolve
Action: Notify Requestors
Template: Global template: Resolved
Stage: TransactionCreate

Any ideas? :-/

Contents of my RT_SiteConfig.pm:

Set($rtname , "wingfoot.org");
Set($Organization , "wingfoot.org");
Set($UseTransactionBatch , 1);
@EmailInputEncodings = qw(utf-8 big5 us-ascii);
Set($WebBaseURL, 'http://rt.wingfoot.org');
Set($CompanySpecific, 'Wingfoot.org');
Set($DatabaseUser , 'UhHuh');
Set($DatabasePassword , 'Suure--thisisthepassword');
Set($NotifyActor, 0);
Set($WebPath , "");
Set($WebURL , $WebBaseURL . $WebPath . "/");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");
Set($CorrespondAddress , 'help at wingfoot.org');
Set($CommentAddress , 'help-comment at wingfoot.org');
Set($SendmailPath , "/usr/local/sbin/sendmail");

# Let's parse CCs for emails...
Set($ParseNewMessageForTicketCcs, 1);
Set($RTAddressRegexp , 
'^(help|mailman-owner|postmaster)(-comment)?\@wingfoot\.org$');

1;

Best,
--Glenn

-- 
"They that can give up essential liberty to obtain a little temporary 
safety deserve neither liberty nor safety." 
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From matthew.watson at staff.netspace.net.au  Sun Feb 27 18:24:34 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Mon, 28 Feb 2005 10:24:34 +1100
Subject: [rt-users] Can RT scale up?
Message-ID: <56F211C5E3F24F47B103EA1B253822BE46156C@vic-cr-ex1.staff.netspace.net.au>

Sure,

 

 We run a pair of opteron's running at 2.1Ghz, each with 2gb ram. These
act as the web/mail front end for RT (behind a local director).

 

We also run oracle on a sparc ultra-4 with 4gb ram,  this also serves
other applications.

 

The front end is probably a little overkill at the moment, although our
testing showed that on these machines, once you get over about 5-10
simultaneous requests the average delivery time for pages starts to
rise. This gives us a bit of wiggle room (with staff numbers) before we
will need to throw another front end in there.

 

As for Jesse's question regarding what components we removed, going from
memory, the main things we did on the front end

==>     removed "quick ticket" link on "Home" page

==>     adding some extra caching to "quick search" box.

==>     removed information about requestor from ticket view page

==>     split off search formatting (eg, column selection) onto a
separate page

 

Not all these changes were speed related, and those that are could well
be redundant against 3.4 (we are running 3.2.2).

 

Regards,
Matt.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav
Daniely
Sent: Sunday, February 27, 2005 5:11 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] Can RT scale up?

 

Matthew ,

 

Can you please elaborate concerning the hardware used ?

 

Regards,

 

        Yoav

 

________________________________

From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] 
Sent: Friday, February 25, 2005 2:17 AM
To: Yoav Daniely; rt-users at lists.fsck.com
Subject: RE: [rt-users] Can RT scale up?

Hi,

 

 We currently have about 1.3 million tickets, and after a lot of
database tweaking and quite a bit of hardware we now have RT running
very reasonably. 

 

So, yes it can scale, however some of the design choices don't seem to
handle it that well, so you will most likely have to do a bit of work on
the indexes and possible the UI (we ripped out a number of slower
components) to make it an acceptable speed.

 

Regards,
Matt.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav
Daniely
Sent: Thursday, February 24, 2005 11:52 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Can RT scale up?

 

Greetings,

 

I have a need to deploy RT to contain 250,000 tickets per year (and
import 3 years backwards from an old system).

Tickets will include at least 10 custom fields of extended information.

Anyone has any exprience/insights on this size of deployment? Any known
application design bottlenecks that may appear at high volumes such as
this?

 

Best Regards,

 

        Yoav Daniely

        Qball Technologies.

This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom they are
addressed. Please notify the sender immediately by email if you have
received this email by mistake and delete this email from your system.
Please note that any views or opinions presented in this email are
solely those of the author and do not necessarily represent those of the
organisation. Finally, the recipient should check this email and any
attachments for the presence of viruses. The organisation accepts no
liability for any damage caused by any virus transmitted by this email.

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From jasonwebber at helpusell.com  Sun Feb 27 22:33:14 2005
From: jasonwebber at helpusell.com (Jason Webber)
Date: Sun, 27 Feb 2005 19:33:14 -0800
Subject: [rt-users] New Install 3.4.1 : Couldn't load queue '' 
Message-ID: <48579-DC1MhG4YdlbEw00003204@smtpmail.rechannel.com>

   

I setup version 3.4.1 this morning.  However when ever I try and select
the general queue to edit I get:



RT Error 

  

Couldn't load queue '' 

 

MySQL

Apache 2.0.53

mod_perl 2

 

Does this sound like a file permissions error or a database error?

 

Jason Webber

 

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From mose at ns.cune.edu  Sun Feb 27 22:50:24 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Sun, 27 Feb 2005 21:50:24 -0600 (CST)
Subject: [rt-users] Oddness with new tickets..
In-Reply-To: <4222393D.4090704@wingfoot.org>
Message-ID: 

On Sun, 27 Feb 2005, Glenn Sieb wrote:

> So I have a queue that does not have autoreply to requestors using 
> template autoreply on ticket creation (a postmaster queue--you really do 
> not want an autoreply on a postmaster queue ;) ). So I removed the scrip 
> action from global.

If that's all you want to do, keep the global scrip.  You want stay away
from changing individual queues where possible to avoid maintenance
hassles.  Go to Configuration->Global->Scrips and click on (no name) above
the "On Create Autoreply To Requestors with Template Autoreply" to edit
the scrip.

Provide a name like "Selective AutoReply", change Condition to "User
Defined", Action is "Autoreply to Requestors", Template is "Global
template: Autoreply" and Stage is "TransactionCreate".

In the Custom condition box enter something like

return($self-TransactionObj->Type eq "Create" &&
       $self->TicketObj->QueueObj->Name ne "Postmaster");

In other words, if the transaction type is On Create and the ticket is not
going to the Postmaster queue, then the condition matches, and the scrip
is carried out (i.e., go ahead and autoreply to the requestors using the
autoreply global template).

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I feel the need to feed." - a colleague heading out for a meal





From yoavd at qballtech.net  Mon Feb 28 02:46:31 2005
From: yoavd at qballtech.net (Yoav Daniely)
Date: Mon, 28 Feb 2005 09:46:31 +0200
Subject: [rt-users] Can RT scale up?
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE46156C@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <20050228074635.02C841276CE@hawk.qballtech.com>

Matt,
Thanks alot for the help.
I will keep you (and the list) updated in case we deploy a large scale
configuration such as this.
Best regards,
 
            Yoav Daniely
            Q-Ball Technologies.


  _____  

From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] 
Sent: Monday, February 28, 2005 1:25 AM
To: Yoav Daniely; rt-users at lists.fsck.com
Subject: RE: [rt-users] Can RT scale up?



Sure,

 

 We run a pair of opteron's running at 2.1Ghz, each with 2gb ram. These act
as the web/mail front end for RT (behind a local director).

 

We also run oracle on a sparc ultra-4 with 4gb ram,  this also serves other
applications.

 

The front end is probably a little overkill at the moment, although our
testing showed that on these machines, once you get over about 5-10
simultaneous requests the average delivery time for pages starts to rise.
This gives us a bit of wiggle room (with staff numbers) before we will need
to throw another front end in there.

 

As for Jesse's question regarding what components we removed, going from
memory, the main things we did on the front end

==>     removed "quick ticket" link on "Home" page

==>     adding some extra caching to "quick search" box.

==>     removed information about requestor from ticket view page

==>     split off search formatting (eg, column selection) onto a separate
page

 

Not all these changes were speed related, and those that are could well be
redundant against 3.4 (we are running 3.2.2).

 

Regards,
Matt.

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav Daniely
Sent: Sunday, February 27, 2005 5:11 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] Can RT scale up?

 

Matthew ,

 

Can you please elaborate concerning the hardware used ?

 

Regards,

 

        Yoav

 

  _____  

From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] 
Sent: Friday, February 25, 2005 2:17 AM
To: Yoav Daniely; rt-users at lists.fsck.com
Subject: RE: [rt-users] Can RT scale up?

Hi,

 

 We currently have about 1.3 million tickets, and after a lot of database
tweaking and quite a bit of hardware we now have RT running very reasonably.


 

So, yes it can scale, however some of the design choices don't seem to
handle it that well, so you will most likely have to do a bit of work on the
indexes and possible the UI (we ripped out a number of slower components) to
make it an acceptable speed.

 

Regards,
Matt.

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yoav Daniely
Sent: Thursday, February 24, 2005 11:52 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Can RT scale up?

 

Greetings,

 

I have a need to deploy RT to contain 250,000 tickets per year (and import 3
years backwards from an old system).

Tickets will include at least 10 custom fields of extended information.

Anyone has any exprience/insights on this size of deployment? Any known
application design bottlenecks that may appear at high volumes such as this?

 

Best Regards,

 

        Yoav Daniely

        Qball Technologies.

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.
Please notify the sender immediately by email if you have received this
email by mistake and delete this email from your system. Please note that
any views or opinions presented in this email are solely those of the author
and do not necessarily represent those of the organisation. Finally, the
recipient should check this email and any attachments for the presence of
viruses. The organisation accepts no liability for any damage caused by any
virus transmitted by this email.

-------------- next part --------------
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From rt-users at codersnetwork.co.uk  Mon Feb 28 04:02:28 2005
From: rt-users at codersnetwork.co.uk (Matt Hampton)
Date: Mon, 28 Feb 2005 09:02:28 +0000
Subject: [rt-users] On Queue Change problems
Message-ID: <4222DE24.2040104@codersnetwork.co.uk>

Hi

(First post so forgive me if I miss something!)

I am having trouble using "On Queue Change". I have two queues set up - 
one listening to support@ ("incoming" queue) and the other listening to 
rt@ ("general" queue).

Using Notify-Group I have set up two groups:

	Dispatchers
	Handlers

I have a scrip called "Notify Dispatchers" which applies to the 
"incoming" queue:
Condition: On Create
Action:    Notify Dispatcher Group
Template:  Global template: Transaction
Stage:     TransactionCreate

This is working and the Dispatchers get an email notifying them of a new 
ticket.

The dispatcher then verifies the validity of the ticket and then moves 
the ticket to the "general" queue at which point the "Handlers" group 
should get an email.  I have set up the following scrip on the "general" 
queue:

Condition: On Change Queue
Action:    Notify Handlers Group
Template:  Global template: Transaction
Stage:     TransactionCreate

The ticket moves queue OK but the emails are never sent.


I am running RT 3.2.2/mysql 4.1.10/perl 5.8.3/apache 2.0.51 on Fedora 
Core 2.


Any suggests on where to start debugging this?

cheers

Matt


From nordstrom at realnode.com  Mon Feb 28 04:55:43 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Mon, 28 Feb 2005 09:55:43 +0000 (UTC)
Subject: [rt-users] Global saved queries
Message-ID: 

Hi,

Is it possible to somehow create global saved queries, available to everyone? If
not, where can I find the saved queries in the database to duplicate them for
every user?

TIA

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From tomisilori at yahoo.co.uk  Mon Feb 28 05:15:08 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Mon, 28 Feb 2005 10:15:08 +0000 (GMT)
Subject: [rt-users] Error with custom scrip action
In-Reply-To: 
Message-ID: <20050228101508.82133.qmail@web26607.mail.ukl.yahoo.com>

Thanks Andy for the scrip, I created the scrip as follows but still got the following error, pls can u help me decode this. I don't know why I'm getting this error "Can't call method "TicketObj" on an undefined value" . Pls, can anyone help out:
 
My Scrip is given below:
 
Description:AddWatcherRegionEast
Custom Condition: user defined
 
return undef unless ($self->TransactionObj->Type eq "Create");
return undef unless ($self->TicketObj->FirstCustomFieldValue('Region') =~ /RegionEast/i);
return 1;
 
Custom action prep: 
 
my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Cc', Email => "tola\@net2g.net" );
return 1;
 
custom action cleanup code:
return 1;
 
The error i got is: 
 
[Mon Feb 28 13:14:49 2005] [info]: Successful login for customercare from 10.50.1.107 (/opt/rt3/share/html/autohandler:197)
[Mon Feb 28 13:15:19 2005] [debug]: About to think about scrips for transaction #2316 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154)
[Mon Feb 28 13:15:19 2005] [debug]: About to think about scrips for transaction #2317 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154)
[Mon Feb 28 13:15:19 2005] [debug]: About to think about scrips for transaction #2318 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154)
[Mon Feb 28 13:15:19 2005] [debug]: About to think about scrips for transaction #2319 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154)
[Mon Feb 28 13:15:20 2005] [debug]: About to think about scrips for transaction #2320 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154)
[Mon Feb 28 13:15:20 2005] [debug]: About to prepare scrips for transaction #2320 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158)
[Mon Feb 28 13:15:20 2005] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354)
[Mon Feb 28 13:15:20 2005] [error]: Template parsing error: Can't call method "TicketObj" on an undefined value at template line 8.
Stack:
  [template:8]
  [/opt/rt3/lib/RT/Template_Overlay.pm:416]
  [/opt/rt3/lib/RT/Template_Overlay.pm:340]
  [/opt/rt3/lib/RT/Action/SendEmail.pm:112]
  [/opt/rt3/lib/RT/Action/Notify.pm:65]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:220]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:477]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:235]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:160]
  [/opt/rt3/lib/RT/Record.pm:1373]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
  [/opt/rt3/lib/RT/Interface/Web.pm:385]
  [/opt/rt3/share/html/Ticket/Display.html:101]
  [/opt/rt3/share/html/Ticket/Create.html:288]
  [/opt/rt3/share/html/autohandler:215]
 (/opt/rt3/lib/RT/Template_Overlay.pm:412)
[Mon Feb 28 13:15:20 2005] [error]: error:    unexpected end of header
 (/opt/rt3/lib/RT/Template_Overlay.pm:366)
[Mon Feb 28 13:15:20 2005] [debug]: About to commit scrips for transaction #2320 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Mon Feb 28 13:15:20 2005] [info]: Ticket 189 created in queue 'General' by customercare (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)


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From tomisilori at yahoo.co.uk  Mon Feb 28 06:24:08 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Mon, 28 Feb 2005 11:24:08 +0000 (GMT)
Subject: [rt-users] retrieving requestor's name in code
Message-ID: <20050228112408.99264.qmail@web26602.mail.ukl.yahoo.com>

Hi everyone,
 
I'm running RT 3.4.0 on redhat 8 with perl 5.8.6, mod_perl 1 and apache 1.3. Pls, does anyone has an idea of how i can retrieve the requestor's name rather than his email address in code.
 
For example, to retrieve the requestors email address, i use this: $Ticket->RequestorAddress but i need the name for what i want to achieve this.
 
Thanks.
 

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From aharrison at gmail.com  Mon Feb 28 06:43:18 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Mon, 28 Feb 2005 06:43:18 -0500
Subject: [rt-users] Error with custom scrip action
In-Reply-To: <20050228101508.82133.qmail@web26607.mail.ukl.yahoo.com>
References: 
	<20050228101508.82133.qmail@web26607.mail.ukl.yahoo.com>
Message-ID: 

> Description:AddWatcherRegionEast 
> Custom Condition: user defined 
>   
> return undef unless ($self->TransactionObj->Type eq "Create");
> return undef unless ($self->TicketObj->FirstCustomFieldValue('Region') =~
> /RegionEast/i);
> return 1; 
>   
> Custom action prep: 
>   
> my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Cc', Email =>
> "tola\@net2g.net" );
> return 1; 
>   
> custom action cleanup code: 
> return 1; 
>   
> The error i got is: 

> [Mon Feb 28 13:15:20 2005] [error]: Template parsing error: Can't call
> method "TicketObj" on an undefined value at template line 8. 

It's complaining about the template.  Are you making sure to use
Blank?  If so, did you modify that template?

-- 
Andy Harrison


From MarkRoedel at letu.edu  Mon Feb 28 10:31:57 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Mon, 28 Feb 2005 09:31:57 -0600
Subject: [rt-users] ANNOUCE: Asset Tracker 0.9.1
Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C4CD@RACHAEL-NEW.letnet.net>

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jan-Frode
Myklebust
Sent: Saturday, February 26, 2005 8:50 AM
To: Todd Chapman
Cc: rt-users at bestpractical.com
Subject: Re: [rt-users] ANNOUCE: Asset Tracker 0.9.1

On Wed, Feb 16, 2005 at 01:46:57PM -0500, Todd Chapman wrote:
>> 
>> Please see the README file for more information.
>
> I did. It didn't say anything about what the Asset Tracker can do.  

It can track information about your assets.  (What information?  Pretty
much anything you want...you define asset types, and then create custom
fields that are associated with some subset of those asset types.)
Through "parent" references, it can associate assets with one another.
(For example, we have "monitor" and "printer" asset types that can be
defined as components of someone's desktop PC.)  It can also associate a
particular asset with an RT ticket (using the ticket's "refers to"
link), allowing you to track the maintenance history of a particular
piece of equipment.

I believe Todd intends for Asset Tracker to eventually have all the
capabilities (scrips, bulk updates, etc.) of RT.

> Are there any information about this asset tracker available anywhere
> else than in the source? I'm really curious to know what it's supposed
> to do, if it will solve my problems.. but I'm not sure I'll blindly
> install it just because the name seems to suggest it can be useful :)
>
> Curious minds wants feature lists, screenshots, and possibly a
> demo-tracker :-)

If you've got particular questions, probably your best bet is to join
the at-users mailing list and ask them.  If there are particular actions
or items you'd like to see a screenshot of, I can probably help out with
that.


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University


From sturner at MIT.EDU  Mon Feb 28 11:09:22 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 28 Feb 2005 11:09:22 -0500
Subject: [rt-users] Global saved queries
In-Reply-To: 
Message-ID: <5.2.1.1.2.20050228110310.0258c588@po14.mit.edu>

At Monday 2/28/2005 04:55 AM, Mattias Nordstrom wrote:
>Hi,
>
>Is it possible to somehow create global saved queries, available to 
>everyone? If
>not, where can I find the saved queries in the database to duplicate them for
>every user?
>
>TIA

Mattias,

You can only save searches by group or by user through the default rt 
interface - not globally.

However, you can create components that display links to pre-defined 
searches - here's an example:

comp('/Elements/QueryString',
Query => " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' 
OR Status = 'open')",
Rows => 50,
Page => 1) %>">New and Open Tickets I Own


Steve 



From rt-users at codersnetwork.co.uk  Mon Feb 28 11:32:19 2005
From: rt-users at codersnetwork.co.uk (Matt Hampton)
Date: Mon, 28 Feb 2005 16:32:19 +0000
Subject: [rt-users] UntouchedInHours module
Message-ID: <42234793.3090004@codersnetwork.co.uk>

I have spent some time today trying to get the module UntouchedInHours 
to work.

Couldn't get the example from the Wiki working so I have written my own.

It is as simple as I can make it:

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

package RT::Condition::UntouchedInHours;
require RT::Condition::Generic;

use RT::Date;

@ISA = qw(RT::Condition::Generic);

use strict;
use vars qw/@ISA/;

sub IsApplicable {
         my $self = shift;
         if ((time()-$self->TicketObj->LastUpdatedObj->Unix)/3600 >= 
$self->Argument) {
                 return 1
         }
         else {
                 return 0;
         }
}


eval "require RT::Condition::UntouchedInHours_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate 
RT/Condition/UntouchedInHours_Vendor.pm});
eval "require RT::Condition::UntouchedInHours_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate 
RT/Condition/UntouchedInHours_Local.pm});

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

matt


From rakxzo at gmail.com  Mon Feb 28 12:07:31 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Mon, 28 Feb 2005 09:07:31 -0800
Subject: [rt-users] question on config file flags
Message-ID: 

I'm trying to install RT, and I think I messed up on my first attempt
so I want to ask this before I go on.

On the installation guide, it shows all the optional packages to add
to the config script.  two of them refer to the webserver user &
group.  The default is www for both, but in my case it is apache.  I
suppose I need to change this...

Along the same lines, do I need to add an  rt user, an rt group,  a
database named rt3, a db user rt_user?  Or do these get created later
during the install process?  I'm pretty new at this so any help would
be extremely valuable.

thank you.

-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From ron.tyro at utoronto.ca  Mon Feb 28 14:03:10 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Mon, 28 Feb 2005 14:03:10 -0500
Subject: [rt-users] Custom Field Question
Message-ID: <42236AEE.CF7BD4EC@utoronto.ca>

Hi,

RT 3.4
Solaris
Mysql

Is there a way to make a custom field a mandatory field?

Is it possible to import values into the custom field or do I need to
type it in manually?

Thanks,
Ron
-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From rakxzo at gmail.com  Mon Feb 28 16:08:11 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Mon, 28 Feb 2005 13:08:11 -0800
Subject: [rt-users] Help with perl dependencies
Message-ID: 

Hello again. sorry for the previous incomplete e-mails... I hope this
can help you guys help me.
thank you!

Running CentOS 4.0 rc1 - kernel 2.6.9-5.EL
and
httpd-2.0.52-9.ent.centos4.1
mod_perl-1.99_16-4.centos4
perl-5.8.5-12.1
mysql-4.1.7-4.RHEL4.1
rt 3.4.1  (...or trying to).

I set the configure file (properly I think). then I ran "make
testdeps" there were a lot of missing dependencies so the next thing I
did was to run "make fixdeps"  After 10-15 minutes of installs it
finished.

The next think I did was to run "make testdeps |grep MISSING"

And I got the following missing dependencies.


make testdeps |grep MISSING
        DBIx::SearchBuilder 1.21...MISSING
        MIME::Entity 5.108...MISSING
        Term::ReadKey ...MISSING

I tried installing each of those separately by doing "perl -MCPAN -e
'install DBIx::Searchbuilder' and so on for the other 3.  All of them
fail with the following errors:

perl -e 'install DBIx::Searchbuilder'
Can't locate object method "install" via package "DBIx::Searchbuilder"
(perhaps you forgot to load "DBIx::Searchbuilder"?) at -e line 1.

perl -e 'install MIME::Entity'
Can't locate object method "install" via package "MIME::Entity"
(perhaps you forgot to load "MIME::Entity"?) at -e line 1.

perl -e 'install Term::ReadKey'
Can't locate object method "install" via package "Term::ReadKey"
(perhaps you forgot to load "Term::ReadKey"?) at -e line 1.


If I run make fixdeps, I get this:

...runs for a few seconds and stops on...

DBIx-SearchBuilder-1.22/Makefile.PL
Removing previously used /root/.cpan/build/DBIx-SearchBuilder-1.22

  CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-1.22.tar.gz

Checking if your kit is complete...
Looks good
Warning: prerequisite Want 0 not found.
Writing Makefile for DBIx::SearchBuilder
---- Unsatisfied dependencies detected during
[J/JE/JESSE/DBIx-SearchBuilder-1.22.tar.gz] -----
    Want
Shall I follow them and prepend them to the queue
of modules we are processing right now? [yes]


... I select yes, and after a lot of output, it stops with this message...


Writing termio/termios section of cchars.h... Done.
Checking for sgtty...
        Sgtty NOT found.
Writing sgtty section of cchars.h... Done.
/usr/bin/perl /usr/lib/perl5/5.8.5/ExtUtils/xsubpp -noprototypes
-typemap /usr/lib/perl5/5.8.5/ExtUtils/typemap  ReadKey.xs >
ReadKey.xsc && mv ReadKey.xsc ReadKey.c
gcc -c   -D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing
-pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64
-I/usr/include/gdbm -O2 -g -pipe -m32 -march=i386 -mtune=pentium4  
-DVERSION=\"2.30\" -DXS_VERSION=\"2.30\" -fPIC
"-I/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE"   ReadKey.c
/bin/sh: gcc: command not found
make[1]: *** [ReadKey.o] Error 127
make[1]: Leaving directory `/root/.cpan/build/TermReadKey-2.30'
  /usr/bin/make  -- NOT OK
Running make test
  Can't test without successful make
Running make install
  make had returned bad status, install seems impossible
        Text::Autoformat ...found
        Text::Quoted 1.3...found
        Tree::Simple 1.04...found
        Scalar::Util ...found
        Module::Versions::Report ...found
        Cache::Simple::TimedExpiry ...found
        XML::Simple ...found
# Looks like your test died before it could output anything.

I appreciate in advance any help you can give me!

thank you. Oscar.


From bill at bfccomputing.com  Mon Feb 28 16:25:05 2005
From: bill at bfccomputing.com (Bill McGonigle)
Date: Mon, 28 Feb 2005 16:25:05 -0500
Subject: [rt-users] Help with perl dependencies
In-Reply-To: 
References: 
Message-ID: 


On Feb 28, 2005, at 16:08, Oscar Gonzalez wrote:

> perl -e 'install DBIx::Searchbuilder'
> Can't locate object method "install" via package "DBIx::Searchbuilder"
> (perhaps you forgot to load "DBIx::Searchbuilder"?) at -e line 1.
> ...

perl -MCPAN -e 'install DBIx::Searchbuilder'

> /bin/sh: gcc: command not found

You need gcc to compile some perl modules.  When you installed centos 
it was that 'Development' package/install option.

-Bill
-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Mobile: 603.252.2606
http://www.bfccomputing.com/    Pager: 603.442.1833
AIM: wpmcgonigle                Skype: bill_mcgonigle



From jparsons-lists at saffron.net  Mon Feb 28 16:20:15 2005
From: jparsons-lists at saffron.net (Jason Parsons)
Date: Mon, 28 Feb 2005 16:20:15 -0500
Subject: [rt-users] downloading file custom fields
Message-ID: <7cdaf672f88ac15638633564467d79cb@saffron.net>


Under RT 3.4.1, I'm having a bit of trouble getting the URL for 
downloading a file stored in a file CF ("FileCustomField").  I'm able 
to get the filename via:

   $ticket->FirstCustomFieldValue('FileCustomField')

I'm unable to figure out how to get the file's download URL.  Any help 
would be appreciated.

Thank you.
  - Jason Parsons



From ron.tyro at utoronto.ca  Mon Feb 28 16:32:02 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Mon, 28 Feb 2005 16:32:02 -0500
Subject: [rt-users] Custom Field Question
References: <42236AEE.CF7BD4EC@utoronto.ca>
Message-ID: <42238DD2.2601F633@utoronto.ca>

Hi,

> 
> Is there a way to make a custom field a mandatory field?
> 

Is it possible to create a scrip to make a custom field mandatory?  That
is, it cannot be blank.  If yes, can somebody show me a sample of such a
scrip?

Thanks,
Ron


Ron Tyro wrote:
> 
> Hi,
> 
> RT 3.4
> Solaris
> Mysql
> 
> Is there a way to make a custom field a mandatory field?
> 
> Is it possible to import values into the custom field or do I need to
> type it in manually?
> 
> Thanks,
> Ron
> --
> Ron Tyro
> Scotiabank Information Commmons, University of Toronto
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From todd at chaka.net  Mon Feb 28 16:04:31 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 28 Feb 2005 16:04:31 -0500
Subject: [rt-users] Custom Field Question
In-Reply-To: <42238DD2.2601F633@utoronto.ca>
References: <42236AEE.CF7BD4EC@utoronto.ca> <42238DD2.2601F633@utoronto.ca>
Message-ID: <20050228210431.GF20353@chaka.net>

On Mon, Feb 28, 2005 at 04:32:02PM -0500, Ron Tyro wrote:
> Hi,
> 
> > 
> > Is there a way to make a custom field a mandatory field?
> > 
> 
> Is it possible to create a scrip to make a custom field mandatory?  That
> is, it cannot be blank.  If yes, can somebody show me a sample of such a
> scrip?
> 
> Thanks,
> Ron
> 

The problem with doing it in a scrip is that the scrip
runs after the save is complete. The best way would be
to override the RT API.


From rakxzo at gmail.com  Mon Feb 28 17:03:55 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Mon, 28 Feb 2005 14:03:55 -0800
Subject: [rt-users] Help with perl dependencies
In-Reply-To: 
References: 
	
Message-ID: 

Thanks Bill... I went ahead and installed the gcc, and its dev
package.  the error still happens when I run make fixdeps.  And the
same error occurs when I do perl -e 'install '

Any ideas...?
here's the new output of make fixdeps..

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

Manifying blib/man3/MIME::Parser.3pm
make[1]: Leaving directory `/root/.cpan/build/MIME-tools-5.417'
  /usr/bin/make  -- OK
Running make test
make[1]: Entering directory `/root/.cpan/build/MIME-tools-5.417'
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/Body...........ok
t/Decoder........ok
t/Entity.........ok
t/Gauntlet.......ok
t/Head...........ok
t/Misc...........FAILED tests 4-5, 7-11
        Failed 7/14 tests, 50.00% okay
t/Parser.........ok
t/Ref............ok
t/WordDecoder....ok
t/Words..........ok
Failed Test Stat Wstat Total Fail  Failed  List of Failed
-------------------------------------------------------------------------------
t/Misc.t                  14    7  50.00%  4-5 7-11
Failed 1/10 test scripts, 90.00% okay. 7/231 subtests failed, 96.97% okay.
make[1]: *** [test_dynamic] Error 255
make[1]: Leaving directory `/root/.cpan/build/MIME-tools-5.417'
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force
        Mail::Mailer 1.57...found
        Net::SMTP ...found
        Text::Wrapper ...found
        Time::ParseDate ...found
        Time::HiRes ...found
        File::Temp ...found
        Term::ReadKey ...found
        Text::Autoformat ...found
        Text::Quoted 1.3...found
        Tree::Simple 1.04...found
        Scalar::Util ...found
        Module::Versions::Report ...found
        Cache::Simple::TimedExpiry ...found
        XML::Simple ...found
# Looks like your test died before it could output anything.
---------------------


On Mon, 28 Feb 2005 16:25:05 -0500, Bill McGonigle
 wrote:
> 
> On Feb 28, 2005, at 16:08, Oscar Gonzalez wrote:
> 
> > perl -e 'install DBIx::Searchbuilder'
> > Can't locate object method "install" via package "DBIx::Searchbuilder"
> > (perhaps you forgot to load "DBIx::Searchbuilder"?) at -e line 1.
> > ...
> 
> perl -MCPAN -e 'install DBIx::Searchbuilder'
> 
> > /bin/sh: gcc: command not found
> 
> You need gcc to compile some perl modules.  When you installed centos
> it was that 'Development' package/install option.
> 
> -Bill
> -----
> Bill McGonigle, Owner           Work: 603.448.4440
> BFC Computing, LLC              Home: 603.448.1668
> bill at bfccomputing.com           Mobile: 603.252.2606
> http://www.bfccomputing.com/    Pager: 603.442.1833
> AIM: wpmcgonigle                Skype: bill_mcgonigle
> 
> 


-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From rakxzo at gmail.com  Mon Feb 28 17:07:43 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Mon, 28 Feb 2005 14:07:43 -0800
Subject: Fwd: [rt-users] Help with perl dependencies
In-Reply-To: 
References: 
	
	
Message-ID: 

It appears that the only thing missing now is  "MIME::Entity 5.108" 
and when I try to install it via the perl -e command... I get this.

perl -e 'install MIME::Entity'
Can't locate object method "install" via package "MIME::Entity"
(perhaps you forgot to load "MIME::Entity"?) at -e line 1.

Does anyone know a workaround for this?

Thanks guys for all your help... 



---------- Forwarded message ----------
From: Oscar Gonzalez 
Date: Mon, 28 Feb 2005 14:03:55 -0800
Subject: Re: [rt-users] Help with perl dependencies
To: Bill McGonigle 
Cc: rt-users at lists.bestpractical.com


Thanks Bill... I went ahead and installed the gcc, and its dev
package.  the error still happens when I run make fixdeps.  And the
same error occurs when I do perl -e 'install '

Any ideas...?
here's the new output of make fixdeps..

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

Manifying blib/man3/MIME::Parser.3pm
make[1]: Leaving directory `/root/.cpan/build/MIME-tools-5.417'
  /usr/bin/make  -- OK
Running make test
make[1]: Entering directory `/root/.cpan/build/MIME-tools-5.417'
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/Body...........ok
t/Decoder........ok
t/Entity.........ok
t/Gauntlet.......ok
t/Head...........ok
t/Misc...........FAILED tests 4-5, 7-11
        Failed 7/14 tests, 50.00% okay
t/Parser.........ok
t/Ref............ok
t/WordDecoder....ok
t/Words..........ok
Failed Test Stat Wstat Total Fail  Failed  List of Failed
-------------------------------------------------------------------------------
t/Misc.t                  14    7  50.00%  4-5 7-11
Failed 1/10 test scripts, 90.00% okay. 7/231 subtests failed, 96.97% okay.
make[1]: *** [test_dynamic] Error 255
make[1]: Leaving directory `/root/.cpan/build/MIME-tools-5.417'
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force
        Mail::Mailer 1.57...found
        Net::SMTP ...found
        Text::Wrapper ...found
        Time::ParseDate ...found
        Time::HiRes ...found
        File::Temp ...found
        Term::ReadKey ...found
        Text::Autoformat ...found
        Text::Quoted 1.3...found
        Tree::Simple 1.04...found
        Scalar::Util ...found
        Module::Versions::Report ...found
        Cache::Simple::TimedExpiry ...found
        XML::Simple ...found
# Looks like your test died before it could output anything.
---------------------


On Mon, 28 Feb 2005 16:25:05 -0500, Bill McGonigle
 wrote:
>
> On Feb 28, 2005, at 16:08, Oscar Gonzalez wrote:
>
> > perl -e 'install DBIx::Searchbuilder'
> > Can't locate object method "install" via package "DBIx::Searchbuilder"
> > (perhaps you forgot to load "DBIx::Searchbuilder"?) at -e line 1.
> > ...
>
> perl -MCPAN -e 'install DBIx::Searchbuilder'
>
> > /bin/sh: gcc: command not found
>
> You need gcc to compile some perl modules.  When you installed centos
> it was that 'Development' package/install option.
>
> -Bill
> -----
> Bill McGonigle, Owner           Work: 603.448.4440
> BFC Computing, LLC              Home: 603.448.1668
> bill at bfccomputing.com           Mobile: 603.252.2606
> http://www.bfccomputing.com/    Pager: 603.442.1833
> AIM: wpmcgonigle                Skype: bill_mcgonigle
>
>

--
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From jparsons-lists at saffron.net  Mon Feb 28 17:38:08 2005
From: jparsons-lists at saffron.net (Jason Parsons)
Date: Mon, 28 Feb 2005 17:38:08 -0500
Subject: [rt-users] Help with perl dependencies
In-Reply-To: 
References: 
	
	
	
Message-ID: <80000db827fdf833d3e915d95a04e5a7@saffron.net>


On 28 Feb, 2005, at 17:07, Oscar Gonzalez wrote:

> perl -e 'install MIME::Entity'
> Can't locate object method "install" via package "MIME::Entity"
> (perhaps you forgot to load "MIME::Entity"?) at -e line 1.

You want:
    perl -MCPAN -e 'install MIME::Entity'

  - Jason Parsons



From aileen at bestpractical.com  Mon Feb 28 17:54:16 2005
From: aileen at bestpractical.com (aileen at bestpractical.com)
Date: Mon, 28 Feb 2005 17:54:16 -0500 (EST)
Subject: [rt-users] 
	RT 2005 Training Sessions - Austin rescheduled for May 2, 2005
Message-ID: 

** Please note that we have rescheduled Austin from April to May.  **

As the creators of RT, Best Practical Solutions, LLC are the acknowledged
leader in RT training. We provide unparalleled instruction in how to get
the most out of RT. Best Practical is pleased to offer its training
program with an intensive one-day developer and administrator training
session taught by the developers who built RT.

This comprehensive session will cover:

         * RT's system architecture
         * A guided tour of the RT source code
         * Extension mechanisms you can use to customize RT
         * How to tie RT into your existing authentication infrastructure
         * Bulding your own tools that talk to the RT backend
         * Automating common procedures
         * Customizing RT's workflow to match your own
         * How to write custom reports based on RT's data

This session will be offered in:

 	* San Francisco, CA on Monday, March 7, 2005
 	* Sydney, Australia on Monday, March 14, 2005
 	* Austin, Texas on Monday, May 2, 2005


Additionally, we offer private training sessions for organizations. If you
would like to schedule a private training session, please drop us a line
at training at bestpractical.com.


Register now to reserve your seat!  Space is limited.


Reservations

To reserve a seat, please send mail to training at bestpractical.com with
the names and email addresses of all attendees.

We need to receive a check, wire transfer, or purchase order two weeks
prior to the class or your seat will be released.


Payment Policy

The cost of the class includes materials.  Payment or purchase order
must be received two weeks prior to the date of the class.

$995 USD for classes in the U.S.
$1250 AUD for the class in Sydney.

Upon receipt of your reservation we will email you an invoice.
Hardcopies of your invoices will be given to you at the training
session.  If your company requires a hardcopy prior to that, please
provide us with the contact and address and we will mail it.


Cancellation Policy

Two weeks prior to the start date of the class - $250 USD / $300 AUD is
non-refundable.

72 hours prior to the start time of the class - entire fee is
non-refundable.


From mhowsden at gmail.com  Mon Feb 28 17:52:47 2005
From: mhowsden at gmail.com (Mike Howsden)
Date: Mon, 28 Feb 2005 15:52:47 -0700
Subject: [rt-users] error on ticket creation
In-Reply-To: <68bee7ae05022213275ba7be3@mail.gmail.com>
References: <9A30794A885AC24FBD56A0196BEBC32B600670@marathon.us.proofpoint.com>
	<68bee7ae05022213275ba7be3@mail.gmail.com>
Message-ID: <68bee7ae05022814525b4cfc7a@mail.gmail.com>

did this message make it to the list?

Mike


---------- Forwarded message ----------
From: Mike Howsden 
Date: Tue, 22 Feb 2005 14:27:56 -0700
Subject: error on ticket creation
To: rt-users at lists.bestpractical.com


Hello All,

I'm new to request tracker and recently installed it on a redhat 9
system with apache2 and fastcgi.  Things seem to be working up to the
point where I try to create a ticket then i get the error shown below.

Any insight on how I might fix this problem would be appreciated.  I
tried to install the newest version of DBI.pm but that didn't seem to
work.  the machine i'm using needs to have both perl5.8.0 and
perl5.8.6 installed.  It seems to be getting most of it's config from
the perl5.8.6 as that's what i have specified as the perl i want to
use in the ./configure process.  Is there anywhere else besides
mason_handler.fcgi that I need to specify the perl to use?  I assume
this is a perl module issue of some kind.

Thanks in advance for any help,

Mike

RT Error
Ticket could not be created due to an internal error

System error
error:          panic: DBI active kids (10) < 0 or > kids (1) at
/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm line 1613.
context:
...
1609:   if ($sth) {
1610:   return $sth unless $sth->FETCH('Active');
1611:   Carp::carp("prepare_cached($statement) statement handle $sth
still Active")
1612:   unless ($if_active ||= 0);
1613:   $sth->finish if $if_active <= 1;
1614:   return $sth if $if_active <= 2;
1615:   }
1616:   $sth = $dbh->prepare($statement, $attr);
1617:   $cache->{$key} = $sth if $sth;
...
code stack:     /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm:1613
/usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:69
/usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:81
/usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:87
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1078
raw error
-------------------------------------------------------
panic: DBI active kids (10) < 0 or > kids (1) at
/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm line 1613.

Trace begun at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm
line 131
HTML::Mason::Exceptions::rethrow_exception('panic: DBI active kids
(10) < 0 or > kids (1) at
/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm line 1613.^J')
called at /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/DBI.pm line
1613
DBD::_::db::prepare_cached('DBI::db=HASH(0x9c93a94)', 'SELECT
RELEASE_LOCK(?)', 'HASH(0x9c3b70c)', 1) called at
/usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line
69
Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0x9c0ef7c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 81
Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0x9c0ef7c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
line 87
Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0x9c0ef7c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 1078
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 1078
HTML::Mason::Request::comp(undef, undef, undef, 'Status', 'new',
'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors',
'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '',
'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test',
'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '',
'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf',
'', 'MemberOf-new', '', 'Content', 'testing test', 'Due', '') called
at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 297
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9c3531c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm
line 197
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm
line 197
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9c3531c)')
called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm
line 216
HTML::Mason::Interp::exec(undef, undef, 'Status', 'new',
'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors',
'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '',
'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test',
'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '',
'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf',
'', 'MemberOf-new', '', 'Content', 'testing test', 'Due', '') called
at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line
127
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm
line 127
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x93ef5f4)',
'HASH(0x9c676c0)') called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 76
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x93ef5f4)',
'CGI::Fast=HASH(0x9c35670)') called at
/usr/local/rt3/bin/mason_handler.fcgi line 76
eval {...} at /usr/local/rt3/bin/mason_handler.fcgi line 76


From ben_beuchler at mcad.edu  Mon Feb 28 17:48:51 2005
From: ben_beuchler at mcad.edu (Ben Beuchler)
Date: Mon, 28 Feb 2005 16:48:51 -0600
Subject: [rt-users] Finding unprivileged users
Message-ID: <20050228224851.GU4022@mcad.edu>

I have an unprivileged user that needs to become privileged.  I would be
happy with deleting them if I could *find* them, but it sure would be nice
to just check the box...

Any way to do this?

Thanks!

-Ben

-- 
Ben Beuchler                         Minneapolis College of Art and Design
Network Administrator                                ben_beuchler at mcad.edu
MAILER-DAEMON                                                 612.874.3641


From mose at ns.cune.edu  Mon Feb 28 18:12:36 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Mon, 28 Feb 2005 17:12:36 -0600 (CST)
Subject: [rt-users] Finding unprivileged users
In-Reply-To: <20050228224851.GU4022@mcad.edu>
Message-ID: 

On Mon, 28 Feb 2005, Ben Beuchler wrote:

> I have an unprivileged user that needs to become privileged.  I would be
> happy with deleting them if I could *find* them, but it sure would be nice
> to just check the box...
> 
> Any way to do this?

Configuration->Users
check the box next to "Include disabled users in search."
enter part of the user's name in the box
click Go!
click user's name
make them privileged

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I didn't get the word straight from the horse's mouth, but I got it
 from someone who grazes in the same pasture." - Don Sylwester



From rakxzo at gmail.com  Mon Feb 28 19:28:02 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Mon, 28 Feb 2005 16:28:02 -0800
Subject: [rt-users] Help with perl dependencies
In-Reply-To: <80000db827fdf833d3e915d95a04e5a7@saffron.net>
References: 
	
	
	
	<80000db827fdf833d3e915d95a04e5a7@saffron.net>
Message-ID: 

Thanks. That took care of it I misread the instructions... its in
there the way you said it.



On Mon, 28 Feb 2005 17:38:08 -0500, Jason Parsons
 wrote:
> 
> On 28 Feb, 2005, at 17:07, Oscar Gonzalez wrote:
> 
> > perl -e 'install MIME::Entity'
> > Can't locate object method "install" via package "MIME::Entity"
> > (perhaps you forgot to load "MIME::Entity"?) at -e line 1.
> 
> You want:
>     perl -MCPAN -e 'install MIME::Entity'
> 
>   - Jason Parsons
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From rakxzo at gmail.com  Mon Feb 28 20:04:47 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Mon, 28 Feb 2005 17:04:47 -0800
Subject: [rt-users] Making progress -- need help with httpd.conf
Message-ID: 

Hello again,  thanks to those who've helped me today, I am making
progress I think... but I'm not stuck at another point in the install.

I have added the following entry to my apache conf file...


    ServerName rtsystem
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8
    PerlModule Apache2 Apache::compat
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl
    
        SetHandler perl-script
        PerlHandler RT::Mason
    

RedirectMatch permanent (.*)/$ http://X.X.X.X$1/index.html

I believe this is how the instructions say to add the info, where
X.X.X.X is the ip of the server.

Apache is running okay, a restart or reload works fine after making
the changes above but when I try to go to http://X.X.X.X  or
http://X.X.X.X/index.html  the browser goes to a blank page and I get
shis on the error log on the apache server...

*** glibc detected *** free(): invalid pointer: 0x0b1b67b0 ***
[Mon Feb 28 16:56:18 2005] [notice] child pid 7543 exit signal Aborted (6)

Any ideas?

Thank you!



-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From jesse at bestpractical.com  Mon Feb 28 20:18:44 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Feb 2005 20:18:44 -0500
Subject: [rt-users] Global saved queries
In-Reply-To: <5.2.1.1.2.20050228110310.0258c588@po14.mit.edu>
References: 
	<5.2.1.1.2.20050228110310.0258c588@po14.mit.edu>
Message-ID: <20050301011844.GX17751@bestpractical.com>




On Mon, Feb 28, 2005 at 11:09:22AM -0500, Stephen Turner wrote:
> You can only save searches by group or by user through the default rt 
> interface - not globally.

We are working on something along these lines, though. There's a
reasonably good chance we'll backport it to RT 3.4 in the near (next
quarter) future.

	Jesse


From rickm at 3d3.com  Mon Feb 28 22:46:42 2005
From: rickm at 3d3.com (Rick Measham)
Date: Tue, 01 Mar 2005 14:46:42 +1100
Subject: [rt-users] Queue Permissions
Message-ID: <1109648802.27148.10.camel@rickm.local>

I've created a new queue for a separate product. There's a separate team
working on that product so I don't want the two teams seeing each others
work, however although I've not set TeamA's permission to See Queue for
QueueB, they can still see it and create tickets in it. I'm obviously
missing something simple, but where?

Cheers!
Rick Measham
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From rickm at 3d3.com  Mon Feb 28 23:43:19 2005
From: rickm at 3d3.com (Rick Measham)
Date: Tue, 01 Mar 2005 15:43:19 +1100
Subject: [rt-users] Queue Permissions
In-Reply-To: <1109648802.27148.10.camel@rickm.local>
References: <1109648802.27148.10.camel@rickm.local>
Message-ID: <1109652199.27148.12.camel@rickm.local>

On Tue, 2005-03-01 at 14:46, Rick Measham wrote:
> I've created a new queue for a separate product. There's a separate team
> working on that product so I don't want the two teams seeing each others
> work, however although I've not set TeamA's permission to See Queue for
> QueueB, they can still see it and create tickets in it. I'm obviously
> missing something simple, but where?

Knew it would be simple .. had set global permissions :)

Cheers!
Rick
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