From sc2 at gmx.at Sat Jan 1 05:46:33 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Sat, 1 Jan 2005 11:46:33 +0100 Subject: [rt-users] please help, thank you Message-ID: <000a01c4efef$6c5d69e0$6bda6c50@b> hello im little bit frustrating now...i did work wiuth RT2 fine ...then i did install RT3 (complete new) install was fine, i have all depencies web interface is ok... sendmail etc is fine..but the mail never comes into the tracker..with echo test | sendmail -bv adr at domain.com i see that he is going to the mailgate (rt) how i can debug it cause logs (syslog/rtlog) does not have infos for me.. is there a debug info? i use a https:// adresss is it not allowed? when i make echo test | /home/htdocs/rt3/bin/rt-mailgate --debug --url https://domain.com:82 --action correspond Connecting to https://domain.com:82/REST/1.0/NoAuth/mail-gateway at /home/htdocs/rt3/bin/rt-mailgate line 473, <> chunk 1 what means this or is there a way to debug it? thx bye From sc2 at gmx.at Sat Jan 1 09:15:06 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Sat, 1 Jan 2005 15:15:06 +0100 Subject: [rt-users] EX_TEMPFAIL Message-ID: <002201c4f00c$5255b940$6bda6c50@b> hello i got >i=1367731, dsn=4.0.0, stat=Deferred: prog mailer (/bin/sh) exited with >EX_TEMPFAIL >when i make + in debug mod >Connecting to https://localhost:82/REST/1.0/NoAuth/mail-gateway at >/home/htdocs/rt3/bin/rt->mailgate line 473, <> chunk 1. how i can solve it? i try it ith the "mail-gateway.html" method from this list but didnt work From rt at chaka.net Sat Jan 1 10:55:36 2005 From: rt at chaka.net (Todd Chapman) Date: Sat, 1 Jan 2005 10:55:36 -0500 Subject: [rt-users] ldap auth failing In-Reply-To: <41D5D1A4.6070206@real.com> References: <41D5D1A4.6070206@real.com> Message-ID: <20050101155536.GE11055@chaka.net> Perhaps Net::LDAP is not loading. What happens when you run: perl -MNet::LDAP -e 0; -Todd On Fri, Dec 31, 2004 at 02:24:36PM -0800, Mark Taylor wrote: > when I attempt to login as 'root', the first attempt produces this > message (the second succeeds). I assume the success on the second try > results from a fallback to local auth. Logging in as a known user fails > without any error message. I'm not seeing any authentication attempt on > the ldap server. > > error: Can't locate object method "new" via package "Net::LDAP" > (perhaps you forgot to load "Net::LDAP"?) at > /usr/share/request-tracker3/lib/RT/User_Local.pm line 65. > context: > ... > 61: $RT::Logger->info("Using External Authentication\n"); > 62: use Net::LDAP; > 63: > 64: my $mesg; > 65: my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or > $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to > LDAP'\n"), return 0; > 66: > 67: # Iseem to have problems is I try and bind with a NULL username by > hand > 68: # So this now checks to see if we are really going to bind with a > 69: # username. > ... > code stack: /usr/share/request-tracker3/lib/RT/User_Local.pm:65 > /usr/share/request-tracker3/lib/RT/CurrentUser.pm:273 > /usr/share/request-tracker3/html/autohandler:172 > raw error > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From les at futuresource.com Sat Jan 1 13:59:45 2005 From: les at futuresource.com (Les Mikesell) Date: Sat, 01 Jan 2005 12:59:45 -0600 Subject: [rt-users] EX_TEMPFAIL In-Reply-To: <002201c4f00c$5255b940$6bda6c50@b> References: <002201c4f00c$5255b940$6bda6c50@b> Message-ID: <1104605985.6743.7.camel@les-home.futuresource.com> On Sat, 2005-01-01 at 08:15, sc2 at gmx.at wrote: > i got > >i=1367731, dsn=4.0.0, stat=Deferred: prog mailer (/bin/sh) exited with > >EX_TEMPFAIL > >when i make > + in debug mod > >Connecting to https://localhost:82/REST/1.0/NoAuth/mail-gateway at > >/home/htdocs/rt3/bin/rt->mailgate line 473, <> chunk 1. > how i can solve it? i try it ith the "mail-gateway.html" method from this > list but didnt work I think a common problem is that the NoAuth directory is underneath a protected directory so you have to make an exception in your httpd.conf like: Satisfy Any Allow from all to allow unauthenticated access. Try hitting the URL with a browser to make sure you don't get an authentication prompt. --- Les Mikesell les at futuresource.com From sc2 at gmx.at Sat Jan 1 14:03:42 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Sat, 1 Jan 2005 20:03:42 +0100 Subject: [rt-users] EX_TEMPFAIL References: <002201c4f00c$5255b940$6bda6c50@b> <1104605985.6743.7.camel@les-home.futuresource.com> Message-ID: <005401c4f034$c0243320$6bda6c50@b> Dear List Users First Thanks for Answer to les b.) Second I was the Fault, I was an Idiot....now i think it works the firewall did blocked for localhost (ip) access to the http page (http SSL port) im sorry and thank you anyway! From chris at triumph2005.com Sun Jan 2 05:14:07 2005 From: chris at triumph2005.com (Chris Robinson) Date: Sun, 02 Jan 2005 10:14:07 +0000 Subject: [rt-users] Running RT on Debian (Sarge) Message-ID: <41D7C96F.20600@triumph2005.com> Hi Has anyone got rt going of Debian - Sarge. I am using apache2 and compiling from soure and including modules: so mod_perl mod_rewrite mod_actions mod_ssl the error I get is: [Sat Jan 01 22:00:55 2005] [error] Can't load Perl module RT::Mason for server www.triumph2004.com:0, exiting... Regards Chris From mm at elabnet.de Mon Jan 3 04:34:08 2005 From: mm at elabnet.de (Michael Markstaller) Date: Mon, 3 Jan 2005 10:34:08 +0100 Subject: [rt-users] Running RT on Debian (Sarge) Message-ID: > Chris Robinson > Sent: Sunday, January 02, 2005 11:14 AM > > Has anyone got rt going of Debian - Sarge. I am using apache2 and > compiling from soure and including modules: Yes, and I'm sure not the only one. there're debian packages available running right away from "apt-get install request-tracker3" but I use apache 1.3 not apache2; might be at least a point to start.. I remember there were some problems with apache2. Michael From jesse at bestpractical.com Mon Jan 3 11:32:57 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Jan 2005 11:32:57 -0500 Subject: [rt-users] Status of RT 3.4.0 and RT 3.2.3 Message-ID: <20050103163256.GC24460@bestpractical.com> It had been my intention to release RT 3.2.3 and RT 3.4.0 in 2004. That didn't happen. At this point, I think the only critical fix for 3.4 that hasn't yet been applied is the Oracle upgrade script. Once that's done, I'll get another RC out. And if nobody finds anything critical, it will become 3.4.0. 3.2.3 _should_ appear this week. Jesse -- From rmroland at indiana.edu Mon Jan 3 14:37:44 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Mon, 3 Jan 2005 14:37:44 -0500 Subject: [rt-users] RT Gentoo and conflicting perl module versions Message-ID: I'm installing RT 3.2.1 on Gentoo and I was running across an error when I first try to access the web interface. I get a server error, and the apache error log (see below) complains of incorrect perl module version. When I go and look at the filesystem, I find two files: .../perl5/5.8.5/i686-linux/MIME/QuotedPrint.pm and .../perl5/vendor_perl/5.8.5/i686-linux/MIME/QuotedPrint.pm Now I'm not real familiar with the perl environment, but I notice that one is v3.03 and the other is v3.01. However, when I run: # perl -e 'use MIME::QuotedPrint; print "$MIME::QuotedPrint::VERSION\n"' > 3.03 So it appears that apache/mod_perl/RT is seeing a different version of this module than the CLI. Not sure how that happens or a good workaround (other than deleting the 3.01 version) - and I'm not sure of any adverse effects of that method. I've found this bug that seems to be related: http://bugs.gentoo.org/show_bug.cgi?id=69625 But it doesn't appear to have been resolved. Thoughts? Secondly, just as a commendation, the ebuild for 3.2.1 is stellar. Kudos to Renat for that godsend! Any ideas regarding 3.2.2 or 3.2.3 or should we just wait for 3.4.0? Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University 812.855.9617 rmroland at indiana.edu apache/error_log: [Fri Dec 31 15:45:24 2004] [alert] [client *.*.*.165] /var/www/localhost/htdocs/rt/.htaccess: MIME::QuotedPrint version 3.03 required--this is only version 3.01 at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Words.pm line 86.\nBEGIN failed--compilation aborted at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Words.pm line 86.\nCompilation failed in require at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Head.pm line 123.\nBEGIN failed--compilation aborted at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Head.pm line 123.\nCompilation failed in require at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Entity.pm line 235.\nBEGIN failed--compilation aborted at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Entity.pm line 235.\nCompilation failed in require at /usr/lib/RT/I18N.pm line 44.\nBEGIN failed--compilation aborted at /usr/lib/RT/I18N.pm line 44.\nCompilation failed in require at /usr/lib/RT.pm line 29.\n BEGIN failed--compilation aborted at /usr/lib/RT.pm line 29.\nCompilation failed in require at /usr/bin/webmux.pl line 43.\nBEGIN failed--compilation aborted at /usr/bin/webmux.pl line 43.\nCompilation failed in require at (eval 9) line 1.\n -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3030 bytes Desc: not available URL: From Glen at canright.com Mon Jan 3 14:33:55 2005 From: Glen at canright.com (Glen Gyldersleve) Date: Mon, 3 Jan 2005 11:33:55 -0800 Subject: apache2 - was: [rt-users] Running RT on Debian (Sarge) Message-ID: Whats the story on apache2? I see the wiki mentions *not* to use apache2, but other docs (redhat - fedora docs) explicitly configure _for_ apache2. Whats the word? Glen Gyldersleve Account Manager Canright Systems, Inc (503) 968-9898 x425 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Michael Markstaller > Sent: Monday, January 03, 2005 1:34 AM > To: Chris Robinson; rt-users at lists.fsck.com > Subject: RE: [rt-users] Running RT on Debian (Sarge) > > > > Chris Robinson > > Sent: Sunday, January 02, 2005 11:14 AM > > > > Has anyone got rt going of Debian - Sarge. I am using apache2 and > > compiling from soure and including modules: > > Yes, and I'm sure not the only one. there're debian packages > available running right away from "apt-get install > request-tracker3" but I use apache 1.3 not apache2; might be > at least a point to start.. I remember there were some > problems with apache2. > > Michael > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From hancocksh at adelphia.net Mon Jan 3 15:46:56 2005 From: hancocksh at adelphia.net (Stephen Hancock) Date: Mon, 03 Jan 2005 15:46:56 -0500 Subject: [rt-users] software versions question Message-ID: <41D9AF40.4020106@adelphia.net> Since RT 3.2.3 is due out this week and soon to be followed by 3.2.4, will they be supporting mysql 4.1x now? Will there be any other changes in software version support? Maybe support is the wrong way to phrase this. Are there still problems with the newer versions of mysql? (specifically) and other programs. While support may not be available for them, I am really interested in whether the apps will run under the new versions or not. There is much conflicting information on versions and configurations throughout the Wiki docs and the README's. Thanks.... -------------- next part -------------- A non-text attachment was scrubbed... Name: hancocksh.vcf Type: text/x-vcard Size: 283 bytes Desc: not available URL: From hilton at quarkit.com.au Mon Jan 3 16:47:37 2005 From: hilton at quarkit.com.au (Quark IT - Hilton Travis) Date: Tue, 4 Jan 2005 07:47:37 +1000 Subject: [rt-users] software versions question Message-ID: <1E400555153D82468A9D54BEED3BD8E90DF9C2@server.QuarkIT.local> Hi Stephen, > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Stephen Hancock > Sent: Tuesday, 4 January 2005 06:47 > > Since RT 3.2.3 is due out this week and soon to be > followed by 3.2.4, will they be supporting mysql > 4.1x now? Will there be any other changes in > software version support? > > Maybe support is the wrong way to phrase this. > > Are there still problems with the newer versions of > mysql? (specifically) and other programs. While > support may not be available for them, I am really > interested in whether the apps will run under the > new versions or not. There is much conflicting > information on versions and configurations > throughout the Wiki docs and the README's. I agree with the conflicting information in the documentation - for a person such as myself - who is infinitely more comfortable getting my hands dirty with an AD configuration and design than compiling packages on a Linux box (however, not shy to try), the contradictions make RT rather difficult to come to grips with. For example, "use apache 2" then "don't use apache 2" and "use the latest mysql" versus "don't use mysql 4.1.x" and the "create a Linux group called 'rt'" to the debian package not actually creating this group upon installation, and also the Debian install instructions themselves not being too sure if they were written for postgresql or mysql as the *default* database. If we could clear this up (and I say "we" because I'm interested in helping where I can if RT proves to be the product Quark IT will use) then RT would likely become an easier application to install, resulting in less "newbie" questions asking about the basics that *should* be covered clearly in the docs. -- Regards, Hilton Travis Phone: +61 (0)7 3344 3889 (Brisbane, Australia) Phone: +61 (0)419 792 394 Manager, Quark IT http://www.quarkit.com.au Quark AudioVisual http://www.quarkav.net http://www.threatcode.com/ <-- its now time to shame poor coders into writing code that is acceptable for use on today's networks War doesn't determine who is right. War determines who is left. This document and any attachments are for the intended recipient only. It may contain confidential, privileged or copyright material which must not be disclosed or distributed. From hilton at quarkit.com.au Mon Jan 3 16:41:03 2005 From: hilton at quarkit.com.au (Quark IT - Hilton Travis) Date: Tue, 4 Jan 2005 07:41:03 +1000 Subject: [rt-users] Running RT on Debian (Sarge) Message-ID: <1E400555153D82468A9D54BEED3BD8E90DF9C1@server.QuarkIT.local> Hi All, > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Michael Markstaller > Sent: Monday, 3 January 2005 19:34 > > > Chris Robinson > > Sent: Sunday, January 02, 2005 11:14 AM > > > > Has anyone got rt going of Debian - Sarge. I am > > using apache2 and compiling from soure and > > including modules: > > Yes, and I'm sure not the only one. there're debian > packages available running right away from "apt-get > install request-tracker3" but I use apache 1.3 not > apache2; might be at least a point to start.. I > remember there were some problems with apache2. Joel Johnson pointed out to me earlier that there's a "request-tracker3.2" package for Sarge that would be more appropriate. At least until 3.4 gets released, that is. :) Personally, I'm waiting for the 3.4 package as I'm in no mad rush to implement RT here just yet. If the RT 3.4 package is in RC stage, I'm happy to wait until it is released before installing here. I *can* see RT being a useful tool for us. (Eventum is the other package I am considering.) -- Regards, Hilton Travis Phone: +61 (0)7 3344 3889 (Brisbane, Australia) Phone: +61 (0)419 792 394 Manager, Quark IT http://www.quarkit.com.au Quark AudioVisual http://www.quarkav.net http://www.threatcode.com/ <-- its now time to shame poor coders into writing code that is acceptable for use on today's networks War doesn't determine who is right. War determines who is left. This document and any attachments are for the intended recipient only. It may contain confidential, privileged or copyright material which must not be disclosed or distributed. From murphy at genome.chop.edu Mon Jan 3 17:19:29 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 3 Jan 2005 17:19:29 -0500 Subject: [rt-users] Running RT on Debian (Sarge) In-Reply-To: <1E400555153D82468A9D54BEED3BD8E90DF9C1@server.QuarkIT.local> References: <1E400555153D82468A9D54BEED3BD8E90DF9C1@server.QuarkIT.local> Message-ID: <88EE31A8-5DD5-11D9-8A19-0003930D3626@genome.chop.edu> On Jan 3, 2005, at 4:41 PM, Quark IT - Hilton Travis wrote: >> Yes, and I'm sure not the only one. there're debian >> packages available running right away from "apt-get >> install request-tracker3" but I use apache 1.3 not >> apache2; might be at least a point to start.. I >> remember there were some problems with apache2. > > Joel Johnson pointed out to me earlier that there's a > "request-tracker3.2" package for Sarge that would be more appropriate. > At least until 3.4 gets released, that is. :) request-tracker3.2 is only in unstable/sid, not testing/sarge, though. I have successfully installed the request-tracker3 package (RT 3.0.12) on debian sarge using the regular (1.3) apache package. The install was smoother than installing RT from source, which I have done a few times on Mac OS X. That being said, it seems that the debian install could be automated a bit more (but maybe there are good reasons why it hasn't been?) I'd be psyched to use request-tracker3.2, but I'd rather wait until it is in sarge. The official package dependencies at debian.org indicate that request-tracker3 can use either apache or apache2, but request-tracker3.2 doesn't show the optional apache2 dependency for some reason. Kevin Murphy P.S. Thanks to the RT Debian package, I just received an e-mail from my home RT instance indicating that my wife says it's time for an oil change. Oh, yes, and the back door bell needs installing. ;-) From leon at iwa-solutions.com Mon Jan 3 17:35:20 2005 From: leon at iwa-solutions.com (leon at iwa-solutions.com) Date: Mon, 03 Jan 2005 15:35:20 -0700 Subject: [rt-users] Upgrading DB for RT-3.2.2 Message-ID: <6.0.1.1.0.20050103152358.03a285e0@iwapps4.iwapps.com> I want to clairfy this before putting my system in production. I am upgrading from RT-3.0.6 to RT-3.2.2. No apparent errors in running the upgrade. But at the end are instructions for upgrading the database: For each item in that directory whose name is greater than your previously installed RT version, run: /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/ /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action acl --datadir etc/upgrade/ /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/ The upgrade direction shows: ls -l total 12 drwxrwxr-x 2 1000 1000 4096 Sep 27 13:20 3.1.0 drwxrwxr-x 2 1000 1000 4096 Sep 27 13:20 3.1.15 drwxrwxr-x 2 1000 1000 4096 Sep 27 13:20 3.1.17 This runs just fine for 3.1.0 but fails on 3.1.15. I tried restarting Apache (and thereby RT) but no success. I can log into the web interface. Doing searches and resolving tickets seems to work. But the instructions seems to imply that I should be running the commands on 3.1.15 and 3.1.17 also. The error I get is: -------------------------- /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.1.15 In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on iwapps6.iwapps.com as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Couldn't find schema file for mysql ------------------------------------------------- Do I have a error or just a misunderstanding of the instructions? From djimenez at protexus.net Mon Jan 3 18:05:31 2005 From: djimenez at protexus.net (Daniel Jimenez) Date: Mon, 03 Jan 2005 17:05:31 -0600 Subject: [rt-users] Issue with HTML and outlook email client [sorry if this duplicates] Message-ID: <41D9CFBB.7080006@protexus.net> Hi everyone. I've got RT working great. The problem is rt-mailgate errors out trying to accept email from HTML users. What is the best way to handle this? I'd still like attachments to come through if at all possible. See the error message from postfix down below, thanks!! Jan 3 11:38:36 src at netmon postfix/local[18912]: 23C112E818F: to=, relay=local, delay=0, 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:  Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line 179.
context: 
... 
175:  unless (eval "require '$concrete_path';") {
176:  re -- Daniel Jimenez Protexus Solutions djimenez[at]protexus[dot]net From jesse at bestpractical.com Mon Jan 3 18:59:33 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Jan 2005 18:59:33 -0500 Subject: [rt-users] Issue with HTML and outlook email client [sorry if this duplicates] In-Reply-To: <41D9CFBB.7080006@protexus.net> References: <41D9CFBB.7080006@protexus.net> Message-ID: <20050103235933.GS24460@bestpractical.com> Upgrade to the latest version of MIME::Tools. On Mon, Jan 03, 2005 at 05:05:31PM -0600, Daniel Jimenez wrote: > Hi everyone. I've got RT working great. The problem is rt-mailgate > errors out trying to accept email from HTML users. > > What is the best way to handle this? I'd still like attachments to come > through if at all possible. > > See the error message from postfix down below, thanks!! > > > Jan 3 11:38:36 src at netmon postfix/local[18912]: 23C112E818F: > to=, relay=local, delay=0, status=deferred (temporary > failure. Command output: RT server error. The RT server which handled > your email did not behave as expected. It said:

align="center">System error

cellspacing="0" cellpadding="1">
align="left" valign="top">error:  valign="top"> size="-2">Can't locate object method "init" via package > "MIME::Decoder::QuotedPrint" at > /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line > 179.
valign="top"> size="-2">context:  valign="top" nowrap="nowrap"> cellspacing="0">
valign="top"> size="-2">...  valign="top" nowrap="nowrap">
nowrap="nowrap" align="left" valign="top">175:  align="left" valign="top" nowrap="nowrap"> unless (eval "require > '$concrete_path';") {
nowrap="nowrap" align="left" valign="top">176:  align="left" valign="top" nowrap="nowrap"> re > > > -- > Daniel Jimenez > Protexus Solutions > djimenez[at]protexus[dot]net > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From djimenez at protexus.net Mon Jan 3 19:00:32 2005 From: djimenez at protexus.net (Daniel Jimenez) Date: Mon, 03 Jan 2005 18:00:32 -0600 Subject: [rt-users] Issue with HTML and outlook email client [sorry if this duplicates] In-Reply-To: <20050103235933.GS24460@bestpractical.com> References: <41D9CFBB.7080006@protexus.net> <20050103235933.GS24460@bestpractical.com> Message-ID: <41D9DCA0.3070400@protexus.net> I have 5.415. Is this not new enough? Jesse Vincent wrote: > Upgrade to the latest version of MIME::Tools. > > > On Mon, Jan 03, 2005 at 05:05:31PM -0600, Daniel Jimenez wrote: > >>Hi everyone. I've got RT working great. The problem is rt-mailgate >>errors out trying to accept email from HTML users. >> >>What is the best way to handle this? I'd still like attachments to come >>through if at all possible. >> >>See the error message from postfix down below, thanks!! >> >> >>Jan 3 11:38:36 src at netmon postfix/local[18912]: 23C112E818F: >>to=, relay=local, delay=0, status=deferred (temporary >>failure. Command output: RT server error. The RT server which handled >>your email did not behave as expected. It said:

>align="center">System error

>cellspacing="0" cellpadding="1">
>align="left" valign="top">error:  >valign="top">>size="-2">Can't locate object method "init" via package >>"MIME::Decoder::QuotedPrint" at >>/usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line >>179.
>valign="top">>size="-2">context:  >valign="top" nowrap="nowrap"> >cellspacing="0">
>valign="top">>size="-2">...  >valign="top" nowrap="nowrap">
>nowrap="nowrap" align="left" valign="top">175:  >align="left" valign="top" nowrap="nowrap"> unless (eval "require >>'$concrete_path';") {
>nowrap="nowrap" align="left" valign="top">176:  >align="left" valign="top" nowrap="nowrap"> re >> >> >>-- >>Daniel Jimenez >>Protexus Solutions >>djimenez[at]protexus[dot]net >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > -- Daniel Jimenez Protexus Solutions djimenez[at]protexus[dot]net From jesse at bestpractical.com Mon Jan 3 19:21:35 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Jan 2005 19:21:35 -0500 Subject: [rt-users] Issue with HTML and outlook email client [sorry if this duplicates] In-Reply-To: <41D9DCA0.3070400@protexus.net> References: <41D9CFBB.7080006@protexus.net> <20050103235933.GS24460@bestpractical.com> <41D9DCA0.3070400@protexus.net> Message-ID: <20050104002135.GT24460@bestpractical.com> On Mon, Jan 03, 2005 at 06:00:32PM -0600, Daniel Jimenez wrote: > I have 5.415. Is this not new enough? There was a bug in the 5.415 release which was fixed in 5.416. It could _only_ use a new version of MIME::QuotePrint > Jesse Vincent wrote: > >Upgrade to the latest version of MIME::Tools. > > > > > >On Mon, Jan 03, 2005 at 05:05:31PM -0600, Daniel Jimenez wrote: > > > >>Hi everyone. I've got RT working great. The problem is rt-mailgate > >>errors out trying to accept email from HTML users. > >> > >>What is the best way to handle this? I'd still like attachments to come > >>through if at all possible. > >> > >>See the error message from postfix down below, thanks!! > >> > >> > >>Jan 3 11:38:36 src at netmon postfix/local[18912]: 23C112E818F: > >>to=, relay=local, delay=0, status=deferred (temporary > >>failure. Command output: RT server error. The RT server which handled > >>your email did not behave as expected. It said:

>>align="center">System error

>>cellspacing="0" cellpadding="1">
>>align="left" valign="top">error:  >>valign="top"> >>size="-2">Can't locate object method "init" via package > >>"MIME::Decoder::QuotedPrint" at > >>/usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line > >>179.
>>valign="top"> >>size="-2">context:  >>valign="top" nowrap="nowrap"> >>cellspacing="0"> % my $skip; <& /Elements/Callback, _CallbackName => 'BeforeUpdateType', skip => \$skip, %ARGS &> -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 248 bytes Desc: not available URL: From jec at rptec.ch Tue Jan 4 09:58:34 2005 From: jec at rptec.ch (Jean-Eric Cuendet) Date: Tue, 04 Jan 2005 15:58:34 +0100 Subject: [rt-users] RT::Attribute unimplemented Message-ID: <41DAAF1A.60808@rptec.ch> Hi, I have an error while building the Query : "Content like 'DreamWeaver'" RT crash with an Unimplemented RT::Attribute::Name method: 457: else { 458: my ($package, $filename, $line); 459: ($package, $filename, $line) = caller; 460: 461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 462: } 463: 464: } 465: ... code stack: /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:99 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:91 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:106 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:137 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObjects:58 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 /opt/rt-3.2.2-iris.ch/share/html/autohandler:221 raw error If I make a change like suggested by Jesse: changing $attr->Name by $attr->__Value('Name') I have another similar error: RT::Attribute::Description Unimplemented in HTML::Mason::Commands. (/opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObjects line 60) context: ... 457: else { 458: my ($package, $filename, $line); 459: ($package, $filename, $line) = caller; 460: 461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 462: } 463: 464: } 465: ... code stack: /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObjects:60 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 /opt/rt-3.2.2-iris.ch/share/html/autohandler:221 raw error Can anyone help me? Thanks in advance. -jec -- Jean-Eric Cuendet Riskpro Technologies SA Av du 14 avril 1b, 1020 Renens Switzerland Principal: +41 21 637 0110 Fax: +41 21 637 01 11 Direct: +41 21 637 0123 E-mail: jean-eric.cuendet at rptec.ch http://www.rptec.ch -------------------------------------------------------- From jec at rptec.ch Tue Jan 4 09:59:53 2005 From: jec at rptec.ch (Jean-Eric Cuendet) Date: Tue, 04 Jan 2005 15:59:53 +0100 Subject: [rt-users] RT::Attribute unimplemented Message-ID: <41DAAF69.4020309@rptec.ch> Hi, I have an error while building the Query : "Content like 'DreamWeaver'" RT crash with an Unimplemented RT::Attribute::Name method: 457: else { 458: my ($package, $filename, $line); 459: ($package, $filename, $line) = caller; 460: 461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 462: } 463: 464: } 465: ... code stack: /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:99 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:91 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:106 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:137 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObjects:58 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 /opt/rt-3.2.2-iris.ch/share/html/autohandler:221 raw error If I make a change like suggested by Jesse: changing $attr->Name by $attr->__Value('Name') I have another similar error: RT::Attribute::Description Unimplemented in HTML::Mason::Commands. (/opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObjects line 60) context: ... 457: else { 458: my ($package, $filename, $line); 459: ($package, $filename, $line) = caller; 460: 461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 462: } 463: 464: } 465: ... code stack: /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObjects:60 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 /opt/rt-3.2.2-iris.ch/share/html/autohandler:221 raw error Can anyone help me? Thanks in advance. -jec -- Jean-Eric Cuendet Riskpro Technologies SA Av du 14 avril 1b, 1020 Renens Switzerland Principal: +41 21 637 0110 Fax: +41 21 637 01 11 Direct: +41 21 637 0123 E-mail: jean-eric.cuendet at rptec.ch http://www.rptec.ch -------------------------------------------------------- From rt at tux.datalink.co.za Tue Jan 4 10:03:40 2005 From: rt at tux.datalink.co.za (Leon) Date: Tue, 04 Jan 2005 17:03:40 +0200 Subject: [rt-users] RT3 on Interbase / Firebird? Message-ID: <41DAB04C.1010503@tux.datalink.co.za> I would like to know if there is anyone out there that has tried to get RT3 to work on Interbase or firebird. I ran into a Table Full on my MySQL attachments table and now I am stuck. I have no idea how to increase the size of my DB or to remove old attachments. I am running RT 3.2.1. I have attached my Config file, if there is someone that might be able to help me... Leon -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt321.txt URL: From lmw94002 at hotmail.com Tue Jan 4 10:49:59 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Tue, 04 Jan 2005 10:49:59 -0500 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken In-Reply-To: Message-ID: Reading the Scalar::Util.pm I found this quote "By default Scalar::Util does not export any subroutines"... This could explain my problem but what is the proper way to correct it? >From: "Mathew Walker" >To: lmw94002 at hotmail.com, jesse at bestpractical.com >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Undefined subroutine &Scalar::Util::weaken >Date: Fri, 31 Dec 2004 09:58:42 -0500 > >if this helps... i have Scalar-List-Utils-1.14. > >raw trace: >Undefined subroutine &Scalar::Util::weaken called at >/opt/rt3/lib/RT/Action/Generic.pm line 104. > > >Trace begun at >/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 >HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine >&Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line >104.^J') called at /opt/rt3/lib/RT/Action/Generic.pm line 104 >RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x9c7e6a4)', >'CurrentUser', 'RT::CurrentUser=HASH(0x9c79cb8)') called at >/opt/rt3/lib/RT/Action/Generic.pm line 79 >RT::Action::Generic::new('RT::Action::CreateTickets', 'CurrentUser', >'RT::CurrentUser=HASH(0x9c79cb8)') called at >/opt/rt3/share/html/Tools/Offline.html line 107 >HTML::Mason::Commands::__ANON__ at >/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9c76890)') >called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line >1074 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm >line 1068 >HTML::Mason::Request::comp(undef, undef) called at >/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 >HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9be7df0)') >called at /opt/rt3/share/html/autohandler line 221 >HTML::Mason::Commands::__ANON__ at >/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9a7b4dc)') >called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line >1069 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm >line 1068 >HTML::Mason::Request::comp(undef, undef, undef) called at >/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm >line 338 >eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm >line 297 >HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9be7df0)') >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(0x9be7df0)') >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(0x883cf00)', >'Apache::RequestRec=SCALAR(0x999da30)') called at /opt/rt3/bin/webmux.pl >line 126 >eval {...} at /opt/rt3/bin/webmux.pl line 126 >RT::Mason::handler('Apache::RequestRec=SCALAR(0x999da30)') called at -e >line 0 >eval {...} at -e line 0 > From herb at oit.duke.edu Tue Jan 4 10:49:48 2005 From: herb at oit.duke.edu (Herb Commodore) Date: Tue, 04 Jan 2005 10:49:48 -0500 Subject: [rt-users] software versions question In-Reply-To: "Quark IT - Hilton Travis"'s message of "Tue, 4 Jan 2005 07:47:37 +1000" References: <1E400555153D82468A9D54BEED3BD8E90DF9C2@server.QuarkIT.local> Message-ID: <200501041549.j04FnmI7011119@oit.duke.edu> I just got through migrating from RT 3.0.11 on a Centos 3.3 box running MySQL 3.23.58-2.3 and httpd-2.0.46-44.ent.centos.2 to RT 3.2.2 on a different machine with the same software. httpd-2.0.46 is Apache2. We've been running RT under apache 2 for a few months now without trouble, using FastCGI.The problems and solutions I encountered in this migration: Permissions & owner for the fastcgi tmp directory: httpd was bombing because it could not write to the fastcgi/dynamic directory. I ended up making those two directories mode 777 owned by apache:apache. (rt3 is a member of the apache group). Yes, the mode is not conducive to filesystem security, but we don't allow anyone else on the box. (and if anyone unauthorized does make it to the machine, I don't think the mode on a directory really matters to those intruders). Database errors: [error] [client 152.3.XXX.XXX] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 716., referer: https://machine.duke.edu/rt3/Ticket/Display.html?id=12469 Solution: our old RT3 database tables were of the type MyISAM and, Innodb is not enabled by default with FC2/Centos 3.3/Redhat's mysql-server 3.23 package. /etc/my.cnf needed to be mofied (example only, very system dependant with regards to memory size): # RT3 uses InnoDB innodb_data_file_path=ibdata1:500M:autoextend set-variable=innodb_buffer_pool_size=1G set-variable=innodb_additional_mem_pool_size=20M and the sql server restarted. See the documentation on dev.mysql.org on the various Innodb variables which can be tuned to your specific installations. Then all of the tables needed to have their table types changed from MyISAM to Innodb. You can cut and paste the following and then do: mysql -u -p rt3 < alter_tables.txt alter table ACL type=Innodb; alter table Attachments type=Innodb; alter table CachedGroupMembers type=Innodb; alter table CustomFieldValues type=Innodb; alter table CustomFields type=Innodb; alter table GroupMembers type=Innodb; alter table Groups type=Innodb; alter table Links type=Innodb; alter table Principals type=Innodb; alter table Queues type=Innodb; alter table ScripActions type=Innodb; alter table ScripConditions type=Innodb; alter table Scrips type=Innodb; alter table Templates type=Innodb; alter table TicketCustomFieldValues type=Innodb; alter table Tickets type=Innodb; alter table Transactions type=Innodb; alter table Users type=Innodb; alter table sessions type=Innodb; Depending on when you ran the "upgrade" scripts specified in the RT documentation, you might also have to alter the Attributes table as well. MySQL does not tell you if it can not create a table of the type Innodb; if its not able to create that type, it will silently create the tables of type MyISAM. Problem: Testing installation of RT. Initial tests were done via incoming mail from address foo at . User baz which logged into the web inteface was recognized by RT has having mail address foo at . When baz tried to update tickets created by foo@, expecting an email message to be generated, RT failed, stating no recipients were found. Solution: multiple bogus accounts created to send mail to RT and baz was able to answer w/o problem. I probably could have changed Set($NotifyActor, 0) in RT_SiteConfig.pm, but, in the end, it would not have allowed the thoroughness of testing with multiple accounts. Hope this helps someone... -- Herb "Quark IT - Hilton Travis" writes: > Hi Stephen, > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > > Of Stephen Hancock > > Sent: Tuesday, 4 January 2005 06:47 > > > > Since RT 3.2.3 is due out this week and soon to be > > followed by 3.2.4, will they be supporting mysql > > 4.1x now? Will there be any other changes in > > software version support? > > > > Maybe support is the wrong way to phrase this. > > > > Are there still problems with the newer versions of > > mysql? (specifically) and other programs. While > > support may not be available for them, I am really > > interested in whether the apps will run under the > > new versions or not. There is much conflicting > > information on versions and configurations > > throughout the Wiki docs and the README's. > > I agree with the conflicting information in the documentation - for a > person such as myself - who is infinitely more comfortable getting my > hands dirty with an AD configuration and design than compiling packages > on a Linux box (however, not shy to try), the contradictions make RT > rather difficult to come to grips with. For example, "use apache 2" > then "don't use apache 2" and "use the latest mysql" versus "don't use > mysql 4.1.x" and the "create a Linux group called 'rt'" to the debian > package not actually creating this group upon installation, and also the > Debian install instructions themselves not being too sure if they were > written for postgresql or mysql as the *default* database. > > If we could clear this up (and I say "we" because I'm interested in > helping where I can if RT proves to be the product Quark IT will use) > then RT would likely become an easier application to install, resulting > in less "newbie" questions asking about the basics that *should* be > covered clearly in the docs. > > -- > > Regards, > > Hilton Travis Phone: +61 (0)7 3344 3889 > (Brisbane, Australia) Phone: +61 (0)419 792 394 > Manager, Quark IT http://www.quarkit.com.au > Quark AudioVisual http://www.quarkav.net > > http://www.threatcode.com/ <-- its now time to shame poor coders > into writing code that is acceptable for use on today's networks > > War doesn't determine who is right. War determines who is left. > > This document and any attachments are for the intended recipient > only. It may contain confidential, privileged or copyright > material which must not be disclosed or distributed. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- Herb Commodore +1.919.660.6951 IT Security Office, OIT, Duke University Box 90132, Durham NC 27708-0132 USA From murphy at genome.chop.edu Tue Jan 4 11:12:48 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 4 Jan 2005 11:12:48 -0500 Subject: [rt-users] Is RT 3.x on unmodified OS X 10.3.x possible? In-Reply-To: References: Message-ID: <79C422E2-5E6B-11D9-BA3F-0003930D3626@genome.chop.edu> On Jan 4, 2005, at 5:13 AM, B. Derman wrote: > I gave a quick RT 3.2.2 install attempt, but received compile errors, > so > thought I'd see whether this is a known waste of time before going > further. Bryan, I'm running RT 3.2 on OS X 10.2 (not 10.3), and furthermore I compiled perl, apache and mod_perl myself. I do recall this being rather a pain. Below are my notes from a year ago (thanks, RT!), in case they are helpful in *supplementing* other instructions. Take my notes with a grain of salt, because I am not really a professional sysadmin, and furthermore, software changes all the time. Kevin Murphy - - - To prepare for this, I took a snapshot of my current perl modules using CPAN's autobundle command: perl -MCPAN -e shell cpan> autobundle which in this case created a file: /Users/murphy/.cpan/Bundle/ Snapshot_2004_01_20_00.pm After installing 5.8.3, I probably won't have to use this bundle, but it might be safest to to so, by: 'install Bundle::Snapshot_2004_01_20_00' from inside perl -MCPAN. -1) First, I installed perl 5.8.3 from source; just follow instructions. [post hoc note: I usually say good-bye to Apple's version of Perl; not sure if this is a good idea or not. I install perl into /usr/local (the default) and rename /usr/bin/perl to something else to avoid complications.] -1b) I actually did a restore of the snapshot bundle of installed modules I took before the 5.8.3 upgrade. ('install Bundle::Snapshot_whatever' on the CPAN module command line) -- note that this did not actually get everything, I'm not sure why: see step 1) below. 0) I installed mod_perl by following the instructions, i.e.: perl Makefile.PL APACHE_SRC=../apache_x.x.x/src USE_APACI=1 DO_HTTPD=1 \ EVERYTHING=1 make && make test && make install Then cd ../apache-3.1.29/, and I ran the following script (. ./config.kevin): CC="cc" \ CFLAGS=" -pipe -fno-common -DPERL_DARWIN -no-cpp-precomp -fno-strict-aliasing" \ ./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" \ "--disable-shared=rewrite" 1) Taking a snapshot of currently installed modules via the CPAN module and restoring it after upgrading to perl 5.8.3 did not seem to include all the module dependencies of RT. To get everything, I had to do: sudo perl sbin/rt-test-dependencies --with-postgres --with-modperl1 --install (and then do a plain: perl sbin/rt-test-dependencies --with-postgres --with-modperl1 to make sure everything worked). 1b) REMEMBER to put /usr/local/apache/bin at the FRONT of your path before installing any perl modules that might try to interact with Apache, i.e. before running perl - MCPAN -e shell or using the rt-test-dependencies script. [post hoc note: if you do a standard apache install from source into the default location (/usr/local), always remember that you have /usr/sbin/apachectl and /usr/sbin/httpd hanging around to trip you up - maybe best to rename them and create links into /usr/local.] 2) Everything did NOT work in the rt-test-dependencies step. 2a) In particular, I had to install Apache::TestRun by hand (I wound up doing a force install) -- but that was before I caught onto the trick of putting /usr/local/apache/bin at the front of my path. There might have been a problem of using the actual httpd.conf file - which requires that apache be run as root. These Apache perl modules that require running httpd to test are a pain, because they don't work so well if you run them as root. 2b) I had to install libapreq (obtained from CPAN) by hand. Mother, what a pain. The key was realizing I had to read INSTALL.MacOSX and clue into using: ./configure --with-apache-includes=/usr/local/apache/includes make sudo make install # and then perl Makefile.PL -apxs /usr/local/apache/bin/apxs make make test sudo make install From Rich.West at wesmo.com Tue Jan 4 11:52:18 2005 From: Rich.West at wesmo.com (Rich West) Date: Tue, 04 Jan 2005 11:52:18 -0500 Subject: [rt-users] Mod_FastCgi and RT In-Reply-To: <1103648557.29075.22.camel@les-home.futuresource.com> References: <41C75642.7070107@wesmo.com> <1103648557.29075.22.camel@les-home.futuresource.com> Message-ID: <41DAC9C2.1000702@wesmo.com> I did manage to fix the problem. It seems that it was directly related to the load average and the heavy load on the MySQL server caused by spamassassin and it's overly HUGE bayes database. It seems that, because of the load and delays, apache wasn't able to properly fork and change ownership of the process in some mystical timeperiod. Because it took so long, the parent process considered that child defunct, and just let it sit there. Once I disabled the MySQL bayes database for SpamAssassin, everything else started working properly. Thanks for all of those who offered their ideas and comments. I'm happily back to running multiple RT instances with mod_fastcgi. :) -Rich >I'm running a current FC2 with mod_fastcgi 2.4.2 (which I think came >from (http://www.wesmo.com/redhat/i386/mod_fastcgi-2.4.2-1.i386.rpm), >thanks, and it is running in a virtualhost with no problem. > > >>So, if I disable the FastCgiServer processes (just commenting them out) >>and start up the server, everything comes up just fine.. If I have the >>FastCgiServer processes enabled, then 2 or 3 of forked web server >>processes run as apache, the rest run as root.. >> >> > >Oh - you have more than one RT instance... What happens if you only >run one? My FastCgiServer statement is in the global section but the >scriptalias and AddHandler that invoke it are in a virtualhost. > > >>Is this just us?! Could this be kernel related? I've personally been >>using RT with mod_fastcgi for ages.. it is just plain odd that it has >>tanked out on us like this. >> >> > >You may be the only one running multiple instances of RT in one httpd. > From jesse at bestpractical.com Tue Jan 4 12:46:41 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Jan 2005 12:46:41 -0500 Subject: [rt-users] bug making tickets revert to owner 'nobody' In-Reply-To: <20050104142155.GA29927@kzdoos.xs4all.nl> References: <20050104142155.GA29927@kzdoos.xs4all.nl> Message-ID: <20050104174641.GC24460@bestpractical.com> On Tue, Jan 04, 2005 at 03:21:55PM +0100, Koos van den Hout wrote: > > (Bcc: to rt-bugs) > > I received a complaint that RT was reverting tickets to owner 'nobody' on > replying to a ticket via a certain path. Koos, What version of RT are you working with? Jesse > I dug around and I think I have found the source, a bit of a problem the > way Tickets/Update.html calls Elements/SelectOwner and doesn't set the > default the way SelectOwner likes it which makes the selector revert to > 'Nobody' as default (being the first choice). > > I made local versions of those two files which seem to fix the problem (I > asked the local users to test it). > > I'm not convinced this is the 'clean' or 'right' way to fix this problem, > but it works for us at the moment. It looks like the interface to > Elements/SelectOnwer is in a bit of change, making things confused. > > Patches attached. > > Koos van den Hout > > -- > Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers > koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) > Fax +31-30-2817051 Camp Wireless, wireless Internet access /\\ > http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ _\_V > --- share/html/Elements/SelectOwner 2004-07-29 02:08:11.000000000 +0200 > +++ local/html/Elements/SelectOwner 2005-01-04 14:59:35.000000000 +0100 > @@ -49,7 +49,9 @@ > %} > > %while ( my $User = $Users->Next()) { > +% if ($User->Id != $DefaultValue){ > > +% } > %} > > > @@ -80,6 +82,6 @@ > $Default => undef > $User => undef > $TicketObj => undef > -$DefaultValue => 1 > +$DefaultValue => undef > $DefaultLabel => "-" > > --- share/html/Ticket/Update.html 2004-07-29 02:08:11.000000000 +0200 > +++ local/html/Ticket/Update.html 2005-01-04 15:04:20.000000000 +0100 > @@ -60,7 +60,7 @@ > > % my $skip; > <& /Elements/Callback, _CallbackName => 'BeforeUpdateType', skip => \$skip, %ARGS &> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From jlee110 at yahoo.com Tue Jan 4 14:36:36 2005 From: jlee110 at yahoo.com (James Lee) Date: Tue, 4 Jan 2005 11:36:36 -0800 (PST) Subject: [rt-users] can't create new user in RT3.2.2 Message-ID: <20050104193636.57434.qmail@web51710.mail.yahoo.com> hi, i'm using RT3.2.2 with oracle 9 as the database. i have a problem with creating new account in RT. i used root as the login and under the configuration link on the left side, i select 'Users' -> 'New user'. i proceed to enter the new account information. i also checked 'let this user access RT' and 'let this use be granted rights'. when i click submit i get the following error: 'User could not be created: Could not create user'. i also sees the following error in the log.... [Tue Jan 4 19:33:26 2005] [error]: Could not create a new user - (/ora2/ORACLE/RT3/lib/RT/User_Overlay.pm:260) does anyone have any ideas on what the problem might be? thanks jim __________________________________ Do you Yahoo!? Yahoo! Mail - Helps protect you from nasty viruses. http://promotions.yahoo.com/new_mail From sturner at MIT.EDU Tue Jan 4 14:48:24 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 04 Jan 2005 14:48:24 -0500 Subject: [rt-users] can't create new user in RT3.2.2 In-Reply-To: <20050104193636.57434.qmail@web51710.mail.yahoo.com> Message-ID: <5.2.1.1.2.20050104144615.01f6efc0@po14.mit.edu> At Tuesday 1/4/2005 02:36 PM, James Lee wrote: >hi, >i'm using RT3.2.2 with oracle 9 as the database. i >have a problem with creating new account in RT. i >used root as the login and under the configuration >link on the left side, i select 'Users' -> 'New user'. > i proceed to enter the new account information. i >also checked 'let this user access RT' and 'let this >use be granted rights'. when i click submit i get the >following error: 'User could not be created: Could not >create user'. i also sees the following error in the >log.... >[Tue Jan 4 19:33:26 2005] [error]: Could not create a >new user - >(/ora2/ORACLE/RT3/lib/RT/User_Overlay.pm:260) Do you see ORA-12704 in the RT log? And are you using DBD::Oracle 1.16? If so, you may have hit a known problem that I don't think has been solved yet. A workaround seems to be to go back to DBD::Oracle 1.15. Steve From edward.vielmetti at gmail.com Tue Jan 4 14:52:57 2005 From: edward.vielmetti at gmail.com (Edward Vielmetti) Date: Tue, 4 Jan 2005 14:52:57 -0500 Subject: [rt-users] support queue metrics from RT In-Reply-To: <5.2.1.1.2.20050104144615.01f6efc0@po14.mit.edu> References: <20050104193636.57434.qmail@web51710.mail.yahoo.com> <5.2.1.1.2.20050104144615.01f6efc0@po14.mit.edu> Message-ID: <343d895505010411527aa92a81@mail.gmail.com> I'd like to generate some metrics from RT to see how various queues are doing. This might be things like - per-user breakdown of tickets answered - per-queue % of tickets closed same day and other things you'd look at to get a general day by day health of a support organization. Does anyone have any suggestions of tools that do this already, or a place to start? thanks Ed Edward Vielmetti edward.vielmetti at gmail.com From koos at kzdoos.xs4all.nl Tue Jan 4 14:58:50 2005 From: koos at kzdoos.xs4all.nl (Koos van den Hout) Date: Tue, 4 Jan 2005 20:58:50 +0100 Subject: [rt-users] bug making tickets revert to owner 'nobody' In-Reply-To: <20050104174641.GC24460@bestpractical.com> References: <20050104142155.GA29927@kzdoos.xs4all.nl> <20050104174641.GC24460@bestpractical.com> Message-ID: <20050104195850.GA12704@kzdoos.xs4all.nl> Quoting Jesse Vincent who wrote on Tue, Jan 04, 2005 at 12:46:41PM -0500: > > I received a complaint that RT was reverting tickets to owner 'nobody' on > > replying to a ticket via a certain path. > > Koos, > What version of RT are you working with? rt-3.2.2 (latest and greatest) it was a 'make upgrade' from an rt-3-0-7 install. Koos van den Hout -- Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) Fax +31-30-2817051 Camp Wireless, wireless Internet access /\\ http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ _\_V -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 248 bytes Desc: not available URL: From jesse at bestpractical.com Tue Jan 4 15:07:48 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Jan 2005 15:07:48 -0500 Subject: [rt-users] bug making tickets revert to owner 'nobody' In-Reply-To: <20050104142155.GA29927@kzdoos.xs4all.nl> References: <20050104142155.GA29927@kzdoos.xs4all.nl> Message-ID: <20050104200748.GG24460@bestpractical.com> On Tue, Jan 04, 2005 at 03:21:55PM +0100, Koos van den Hout wrote: > > (Bcc: to rt-bugs) > > I received a complaint that RT was reverting tickets to owner 'nobody' on > replying to a ticket via a certain path. By "Certain path" do you mean any reply or comment? > > I dug around and I think I have found the source, a bit of a problem the > way Tickets/Update.html calls Elements/SelectOwner and doesn't set the > default the way SelectOwner likes it which makes the selector revert to > 'Nobody' as default (being the first choice). > > I made local versions of those two files which seem to fix the problem (I > asked the local users to test it). > > I'm not convinced this is the 'clean' or 'right' way to fix this problem, > but it works for us at the moment. It looks like the interface to > Elements/SelectOnwer is in a bit of change, making things confused. > > Patches attached. > > Koos van den Hout > > -- > Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers > koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) > Fax +31-30-2817051 Camp Wireless, wireless Internet access /\\ > http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ _\_V > --- share/html/Elements/SelectOwner 2004-07-29 02:08:11.000000000 +0200 > +++ local/html/Elements/SelectOwner 2005-01-04 14:59:35.000000000 +0100 > @@ -49,7 +49,9 @@ > %} > > %while ( my $User = $Users->Next()) { > +% if ($User->Id != $DefaultValue){ > > +% } > %} > > > @@ -80,6 +82,6 @@ > $Default => undef > $User => undef > $TicketObj => undef > -$DefaultValue => 1 > +$DefaultValue => undef > $DefaultLabel => "-" > > --- share/html/Ticket/Update.html 2004-07-29 02:08:11.000000000 +0200 > +++ local/html/Ticket/Update.html 2005-01-04 15:04:20.000000000 +0100 > @@ -60,7 +60,7 @@ > > % my $skip; > <& /Elements/Callback, _CallbackName => 'BeforeUpdateType', skip => \$skip, %ARGS &> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From mtaylor at real.com Tue Jan 4 15:11:40 2005 From: mtaylor at real.com (Mark Taylor) Date: Tue, 04 Jan 2005 12:11:40 -0800 Subject: [rt-users] ldap auth failing In-Reply-To: <20050101155536.GE11055@chaka.net> References: <41D5D1A4.6070206@real.com> <20050101155536.GE11055@chaka.net> Message-ID: <41DAF87C.9080309@real.com> nothing happened with perl -MNet::LDAP -e 0 prompt returned. However, NET::LDAP is in the $INC path (/usr/share/perl5/NET/LDAP.pm). reinstalled perl-ldap with no effect. this is rt3.0 on Debian, Perl 5 thanks mt Todd Chapman wrote: >Perhaps Net::LDAP is not loading. What happens when you run: > >perl -MNet::LDAP -e 0; > >-Todd > >On Fri, Dec 31, 2004 at 02:24:36PM -0800, Mark Taylor wrote: > > >>when I attempt to login as 'root', the first attempt produces this >>message (the second succeeds). I assume the success on the second try >>results from a fallback to local auth. Logging in as a known user fails >>without any error message. I'm not seeing any authentication attempt on >>the ldap server. >> >>error: Can't locate object method "new" via package "Net::LDAP" >>(perhaps you forgot to load "Net::LDAP"?) at >>/usr/share/request-tracker3/lib/RT/User_Local.pm line 65. >>context: >>... >>61: $RT::Logger->info("Using External Authentication\n"); >>62: use Net::LDAP; >>63: >>64: my $mesg; >>65: my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or >>$RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to >>LDAP'\n"), return 0; >>66: >>67: # Iseem to have problems is I try and bind with a NULL username by >>hand >>68: # So this now checks to see if we are really going to bind with a >>69: # username. >>... >>code stack: /usr/share/request-tracker3/lib/RT/User_Local.pm:65 >>/usr/share/request-tracker3/lib/RT/CurrentUser.pm:273 >>/usr/share/request-tracker3/html/autohandler:172 >>raw error >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlee110 at yahoo.com Tue Jan 4 16:18:45 2005 From: jlee110 at yahoo.com (James Lee) Date: Tue, 4 Jan 2005 13:18:45 -0800 (PST) Subject: [rt-users] can't create new user in RT3.2.2 In-Reply-To: <5.2.1.1.2.20050104144615.01f6efc0@po14.mit.edu> Message-ID: <20050104211846.9495.qmail@web51703.mail.yahoo.com> that did the trick. i replaced DBD::Oracle 1.16 with DBD::Oracle 1.15 and i can create new users now. thanks a lot for your help. jim --- Stephen Turner wrote: > Do you see ORA-12704 in the RT log? And are you > using DBD::Oracle 1.16? If > so, you may have hit a known problem that I don't > think has been solved > yet. A workaround seems to be to go back to > DBD::Oracle 1.15. > > Steve > > > __________________________________ Do you Yahoo!? The all-new My Yahoo! - Get yours free! http://my.yahoo.com From jesse at bestpractical.com Tue Jan 4 16:23:30 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Jan 2005 16:23:30 -0500 Subject: [rt-users] can't create new user in RT3.2.2 In-Reply-To: <20050104211846.9495.qmail@web51703.mail.yahoo.com> References: <5.2.1.1.2.20050104144615.01f6efc0@po14.mit.edu> <20050104211846.9495.qmail@web51703.mail.yahoo.com> Message-ID: <20050104212329.GO24460@bestpractical.com> On Tue, Jan 04, 2005 at 01:18:45PM -0800, James Lee wrote: > that did the trick. i replaced DBD::Oracle 1.16 with > DBD::Oracle 1.15 and i can create new users now. > thanks a lot for your help. > jim I've gotten a testcase of the 1.16 bug down to the creation of a single attachment, but not much further than that. I needed to buy new hardware to run oracle, which is part of what's cause the slow progress. But we're getting ever closer. -j > > --- Stephen Turner wrote: > > > Do you see ORA-12704 in the RT log? And are you > > using DBD::Oracle 1.16? If > > so, you may have hit a known problem that I don't > > think has been solved > > yet. A workaround seems to be to go back to > > DBD::Oracle 1.15. > > > > Steve > > > > > > > > > > > __________________________________ > Do you Yahoo!? > The all-new My Yahoo! - Get yours free! > http://my.yahoo.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From luiz at eaprender.com.br Tue Jan 4 18:06:45 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Tue, 04 Jan 2005 21:06:45 -0200 Subject: [rt-users] Alias issue in alias pgsql mapping Message-ID: <41DB2185.1000100@eaprender.com.br> Hi, Im using pgsql map-type for aliasing in my server. In main.cf: virtual_alias_maps = pgsql:/etc/postfix/pgsql_virtual_alias_maps.cf How can I make the mail gateway working in this situation ? Regards, -- []'s Luiz Henrique Ozaki From koos at kzdoos.xs4all.nl Tue Jan 4 17:40:36 2005 From: koos at kzdoos.xs4all.nl (Koos van den Hout) Date: Tue, 4 Jan 2005 23:40:36 +0100 Subject: [rt-users] bug making tickets revert to owner 'nobody' In-Reply-To: <20050104200748.GG24460@bestpractical.com> References: <20050104142155.GA29927@kzdoos.xs4all.nl> <20050104200748.GG24460@bestpractical.com> Message-ID: <20050104224035.GA20281@kzdoos.xs4all.nl> Quoting Jesse Vincent who wrote on Tue, Jan 04, 2005 at 03:07:48PM -0500: > > I received a complaint that RT was reverting tickets to owner 'nobody' on > > replying to a ticket via a certain path. > > By "Certain path" do you mean any reply or comment? I mean a certain path of execution. This particular user does not like 'RT Home' so he clicks on the number of new tickets in the queue (and reloads that) this results in the search /Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=4&RowsPerPage=50&NewSearch=1 then he picks a ticket ( /Ticket/Display.html?id=2045 ), selects 'Take' ( /Ticket/Display.html?Action=Take&id=2045 ) and 'Reply' ( /Ticket/Update.html?id=2045&QuoteTransaction=11603&Action=Respond ) there the 'nobody' owner showed (which shouldn't happen after the 'take') Koos -- Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) Fax +31-30-2817051 Camp Wireless, wireless Internet access /\\ http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ _\_V -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 248 bytes Desc: not available URL: From list at haspers.nl Tue Jan 4 17:30:47 2005 From: list at haspers.nl (Haspers) Date: Tue, 4 Jan 2005 23:30:47 +0100 Subject: [rt-users] RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands Message-ID: Hi all, I couldn't find anything about the 'Unimplemented in HTML::Mason::Commands' error I receive. What I'm trying to do is the following: * I've added an extra field to the database table 'Queues' named 'QueueNumer' What I'm trying to do now is to use this field in RT. However, whatever I try to use this field I get the RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands error. For example somewhere in Elements/Quicksearch by using: $queue->QueueNumber ($queue is defined in Quicksearch and working for the other fields). Can someone help me out with this (minor) problem. I have looked around but couldn't find documention on how to implement new database field. Thx, Rolph From rt at chaka.net Tue Jan 4 18:16:16 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 4 Jan 2005 18:16:16 -0500 Subject: [rt-users] RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands In-Reply-To: References: Message-ID: <20050104231616.GB22193@chaka.net> You can't just add a file to a table. You need to define the subroutine in Queue_Overlay.pm or Queue_Local.pm. It might be better to use Attributes for what you are doing. Then again, some callbacks may need to be added for displaying/ editing callbacks. -Todd On Tue, Jan 04, 2005 at 11:30:47PM +0100, Haspers wrote: > Hi all, > > I couldn't find anything about the 'Unimplemented in HTML::Mason::Commands' > error I receive. What I'm trying to do is the following: > > * I've added an extra field to the database table 'Queues' named > 'QueueNumer' > > What I'm trying to do now is to use this field in RT. However, whatever I > try to use this field I get the RT::Queue::QueueNumber Unimplemented in > HTML::Mason::Commands error. > > For example somewhere in Elements/Quicksearch by using: > > $queue->QueueNumber ($queue is defined in Quicksearch and working for the > other fields). > > Can someone help me out with this (minor) problem. I have looked around but > couldn't find documention on how to implement new database field. > > Thx, > > Rolph > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From djimenez at pobox.com Tue Jan 4 19:18:13 2005 From: djimenez at pobox.com (Daniel Jimenez) Date: Tue, 04 Jan 2005 18:18:13 -0600 Subject: [rt-users] Update Message-ID: <41DB3245.8010300@pobox.com> Okay, so I've managed to get the HTML error stripped down a bit. When a user sends an HTML email from Outlook in I still get this: Jan 4 18:10:37 src at johnny5 sm-mta[20906]: j050AXJJ020905: to="|rt-mailgate --queue support --action correspond --url http://rt.domain.net/", ctladdr= (2/0), delay=00:00:03, xdelay=00:00:03, mailer=prog, pri=32461, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL -- Daniel Jimenez djimenez[at]pobox[dot]com From matthew.watson at staff.netspace.net.au Tue Jan 4 22:39:27 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Wed, 5 Jan 2005 14:39:27 +1100 Subject: [rt-users] Query builder losing the query Message-ID: <56F211C5E3F24F47B103EA1B253822BE243F1B@vic-cr-ex1.staff.netspace.net.au> Hi, I seem to recalled seeing this before, but I couldn't find it in my history. So I apologise if this has been over. I am running RT 3.2.2 I notice, when you build a search, then click on a ticket, then go back to the Query Builder, the query is gone. Now, firstly I'm unclear if this is a problem, or if this is how rt3 is meant to work (it doesn't work like this is rt2). And Secondly, if it is an issue, is there a fix floating around for it? Cheers. Regards -- Matthew Watson Netspace Online Systems (03) 98110010 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jan 4 22:56:15 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Jan 2005 22:56:15 -0500 Subject: [rt-users] Query builder losing the query In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE243F1B@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE243F1B@vic-cr-ex1.staff.netspace.net.au> Message-ID: <20050105035615.GS24460@bestpractical.com> On Wed, Jan 05, 2005 at 02:39:27PM +1100, Matthew Watson wrote: > Hi, > > > > I seem to recalled seeing this before, but I couldn't find it in my > history. So I apologise if this has been over. > > > > I am running RT 3.2.2 > > Try the 3.2.3 prerelease? > > I notice, when you build a search, then click on a ticket, then go back > to the Query Builder, the query is gone. > > > > Now, firstly I'm unclear if this is a problem, or if this is how rt3 is > meant to work (it doesn't work like this is rt2). And > > Secondly, if it is an issue, is there a fix floating around for it? > > > > Cheers. > > > > > > Regards > > > > -- > > Matthew Watson > > Netspace Online Systems > > (03) 98110010 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From rt at tux.datalink.co.za Wed Jan 5 01:34:38 2005 From: rt at tux.datalink.co.za (Leon) Date: Wed, 05 Jan 2005 08:34:38 +0200 Subject: [rt-users] Attachemnts outside the database... Message-ID: <41DB8A7E.7070907@tux.datalink.co.za> Has there been any talk of having the attachments on the file system, rather than inside a database table ? My Attachments table has reached 4 gig and now I am sitting with a problem. We have a product that used to store the files inside a database, but we have changed this, putting the files on the file. It gave the system a big performance increase and database recovery much easier. Leon From mle at Niku.com Wed Jan 5 02:01:59 2005 From: mle at Niku.com (Mai Le) Date: Tue, 4 Jan 2005 23:01:59 -0800 Subject: [rt-users] Permission Error message eventhough changes were saved Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C0111E599@RWC-EXCHANGE-VS.Niku.com> Hi All, I'm running RT 3.4.0rc1. It's running great. I need to run this version since it has better options with custom fields -- allowing me to have unprivilleged users to see custom fields. However, I have a question. I'm not sure if I'm doing something wrong. I gave "Everyone" -> Modify Self Rights. Whenever someone try to modify any information on his/herself, RT will give out an error "Permission Denied". However, the changes did go through fine. Is this a bug ? Or I'm missing some rights for Everyone Any help would be greatly appreciated. Thanks Mai Le CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. From rt at tux.datalink.co.za Wed Jan 5 02:56:20 2005 From: rt at tux.datalink.co.za (Leon) Date: Wed, 05 Jan 2005 09:56:20 +0200 Subject: [rt-users] RT3 on Interbase / Firebird? In-Reply-To: <41DAB04C.1010503@tux.datalink.co.za> References: <41DAB04C.1010503@tux.datalink.co.za> Message-ID: <41DB9DA4.1070203@tux.datalink.co.za> For future reference: My InnoDB Index was full . I just had to add another file and restart the MYSql... Leon wrote: > I would like to know if there is anyone out there that has tried to get > RT3 to work on Interbase or firebird. > > I ran into a Table Full on my MySQL attachments table and now I am > stuck. I have no idea how to increase the size of my DB or to remove old > attachments. > > I am running RT 3.2.1. > I have attached my Config file, if there is someone that might be able > to help me... > > Leon > > > ------------------------------------------------------------------------ > > Perl v5.8.4 under linux Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.60; base v2.05; Benchmark v1.06; bytes v1.01; Carp v1.02; CGI v3.04; CGI::Cookie v1.24; CGI::Fast v1.05; CGI::Util v1.4; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Cwd v2.17; Data::Dumper v2.121; DBD::mysql v2.9002; DBI v1.38; DBIx::SearchBuilder v1.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v1.99_01; Encode::Alias v1.38; Encode::Config v1.07; Encode::Encoding v1.33; Errno v1.09; Exception::Class v1.19; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; FCGI v0.67; Fcntl v1.05; fields v2.03; File::Basename v 2.72; File::Glob v1.02; File::Path v1.06; File::Spec v0.87; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.27; HTML::Mason v1.26; HTML::Mason::CGIHandler v1.00; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.33; HTML::Scrubber v0.08; I18N::LangTags v0.29; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1 .01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.13; locale v1.00; Locale::Maketext v1.08; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.38; Locale::Maketext::Lexicon::Gettext v0.11; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.62; Mail::Field v1.62; Mail::Field::AddrList v1.62; Mail::Header v1.62; Mail::Internet v1.62; MIME::Base64 v3.01; MIME::Body v5.403 ; MIME::Decoder v5.403 ; MIME::Decoder::NBit v5.403 ; MIME::Entity v5.404 ; MIME::Field::ContDisp v5.403 ; MIME::Field::ConTraEnc v5.403 ; MIME::Field::ContType v5.403 ; MIME::Field::ParamVal v5.403 ; MIME::Head v5.403 ; MIME::Parser v5.406 ; MIME::QuotedPrint v3.01; MIME::Tools v5.411 ; MIME::Words v5.404 ; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.67; POSIX v1.08; re v0.04; Regexp::Common v2.117; Regexp::Com mon::delimited v2.103; RT v3.2.1; Scalar::Util v1.13; SelectSaver v1.00; Socket v1.77; Storable v2.12; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.12; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.59; Time::JulianDay v2003.1125; Time::Local v1.07; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; URI v1.31; URI::Escape v3.26; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.03; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; > > > > RT Variables > RT::AmbiguousDayInPast 1 > RT::BasePath /opt/rt3 > RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm > RT::CanonicalizeEmailAddressMatch rt.datatex.co.za$ > RT::CanonicalizeEmailAddressReplace datatex.co.za > RT::CommentAddress tracker at datatex.co.za > RT::CorrespondAddress support at datatex.co.za > RT::DatabaseName rt3 > RT::DatabasePassword Password not printed > RT::DatabaseRTHost rt.datatex.co.za > RT::DatabaseType mysql > RT::DatabaseUser rt_user > RT::DateDayBeforeMonth 1 > RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' > RT::EmailOutputEncoding utf-8 > RT::EtcPath /opt/rt3/etc > RT::FriendlyFromLineFormat "%s via RT" <%s> > RT::FriendlyToLineFormat "%s of datatex.co.za Ticket #%s":; > RT::LocalEtcPath /opt/rt3/local/etc > RT::LocalLexiconPath /opt/rt3/local/po > RT::LocalPath /opt/rt3/local > RT::LogDir /opt/rt3/var/log > RT::LogToFile debug > RT::LogToFileNamed rt.log > RT::LogToScreen error > RT::LogToSyslog debug > RT::LogoURL http://rt.datatex.co.za:80/NoAuth/images/rt.jpg > RT::LoopsToRTOwner 1 > RT::MailCommand sendmailpipe > RT::MasonComponentRoot /opt/rt3/share/html > RT::MasonDataDir /opt/rt3/var/mason_data > RT::MasonLocalComponentRoot /opt/rt3/local/html > RT::MasonSessionDir /opt/rt3/var/session_data > RT::MaxAttachmentSize 6000000 > RT::MaxInlineBody 13456 > RT::MessageBoxWidth 72 > RT::MessageBoxWrap HARD > RT::MinimumPasswordLength Password not printed > RT::MyRequestsLength 10 > RT::MyTicketsLength 10 > RT::Organization datatex.co.za > RT::OwnerEmail rt-admin > RT::RTAddressRegexp ^support\@datatex.co.za$ > RT::RecordOutgoingEmail 1 > RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm > RT::SendmailArguments -oi -t -ODeliveryMode=b -OErrorMode=m > RT::SendmailPath /usr/sbin/sendmail > RT::Timezone Africa/Johannesburg > RT::UseFriendlyFromLine 1 > RT::VERSION 3.2.1 > RT::VarPath /opt/rt3/var > RT::WebBaseURL http://rt.datatex.co.za:80 > RT::WebImagesURL http://rt.datatex.co.za:80/NoAuth/images/ > RT::WebURL http://rt.datatex.co.za:80/ > RT::rtname datatex.co.za > > Perl configuration > Summary of my perl5 (revision 5 version 8 subversion 4) configuration: > Platform: > osname=linux, osvers=2.4.18-64gb-smp, archname=i686-linux > uname='linux gem 2.4.18-64gb-smp #1 smp wed mar 27 13:58:12 utc 2002 i686 unknown ' > config_args='' > hint=recommended, useposix=true, d_sigaction=define > usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef > useperlio=define d_sfio=undef uselargefiles=define usesocks=undef > use64bitint=undef use64bitall=undef uselongdouble=undef > usemymalloc=n, bincompat5005=undef > Compiler: > cc='cc', ccflags ='-fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', > optimize='-O2', > cppflags='-fno-strict-aliasing -I/usr/local/include' > ccversion='', gccversion='2.95.3 20010315 (SuSE)', gccosandvers='' > intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 > d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 > ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 > alignbytes=4, prototype=define > Linker and Libraries: > ld='cc', ldflags =' -L/usr/local/lib' > libpth=/usr/local/lib /lib /usr/lib > libs=-lnsl -ldb -ldl -lm -lcrypt -lutil -lc > perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc > libc=, so=so, useshrplib=false, libperl=libperl.a > gnulibc_version='2.2.5' > Dynamic Linking: > dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' > cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From tomas.olaj at usit.uio.no Wed Jan 5 03:46:08 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Wed, 5 Jan 2005 09:46:08 +0100 (MET) Subject: [rt-users] RT tuning problems Message-ID: This is written by our web-admin and Postgres DBA, Rafael Martinez, which is not a member of this list, and forwarded to me: --> We are having performance problems in our RT (3.2.1) installation. Description: - If we try to display a ticket with a long history, it takes many seconds before the webside is generated. (Ticket/Display.html?id=). In some browsers (f.ex.IExplorer) the webside is not show until the browser gets all the data. - The server is not busy and has plenty of idle resources. - We do not have problems with the database. It is not busy at all. Not IO problems either. - apache uses 100% of cpu when Ticket/Display.html?id= is executed. If we run strace, can we see a lot of "time(NULL)=xxxxxxxx" system calls, in our case, around 86000. 177 sql queries are send to the database and it takes 20 seconds between the first and the last sql query are send to the database. - It looks like apache is in some idle/loop stage (time(NULL)=xxxxxxxx) between sending and receiving data to/from the database. Our system: - Red Hat Enterprise Linux WS release 3 (Taroon Update 4). - kernel 2.4.21-20.ELsmp - 4GB Ram - 2 x Intel(R) Xeon(TM) CPU 2.40GHz. - 2 x scsi 36GB 15K (raid 1) - We are running the webserver and the database in the same server. - Database: PostgreSQL 7.3.5 - Webserver: apache RH version: httpd-2.0.46-44.ent with mod_perl_1.99_12 Anyone with the same problem? -- Rafael Martinez, Center for Information Technology Services University of Oslo, Norway The problem is that our customer complains about the time it takes to load a long ticket history, and this is a "show-stopper" for us. The latest version of DBIx::SearchBuilder is also installed. -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From Richard.Skelton at infineon.com Wed Jan 5 05:00:39 2005 From: Richard.Skelton at infineon.com (Richard Skelton) Date: Wed, 05 Jan 2005 10:00:39 +0000 Subject: [rt-users] RT tuning problems In-Reply-To: References: Message-ID: <41DBBAC7.8040305@infineon.com> Hi Thomas, I see the exact same problem with our 3.0.10 installations. I have experimented with rt-3.2.1 but it did not improve things:-( Our systems are:- Solaris 9 KJP 112233-12 Ultra 60 2X450MHz 2GB Memory mysql 4016 Perl 5.8.3 Solaris bundled Apache/1.3.29 mod_perl-1.29 Tomas A. P. Olaj wrote: >This is written by our web-admin and Postgres DBA, Rafael Martinez, which >is not a member of this list, and forwarded to me: > >--> > >We are having performance problems in our RT (3.2.1) installation. > >Description: > >- If we try to display a ticket with a long history, it takes many >seconds before the webside is generated. (Ticket/Display.html?id=). >In some browsers (f.ex.IExplorer) the webside is not show until the >browser gets all the data. > >- The server is not busy and has plenty of idle resources. > >- We do not have problems with the database. It is not busy at all. Not >IO problems either. > >- apache uses 100% of cpu when Ticket/Display.html?id= is executed. >If we run strace, can we see a lot of "time(NULL)=xxxxxxxx" system >calls, in our case, around 86000. 177 sql queries are send to the >database and it takes 20 seconds between the first and the last sql >query are send to the database. > >- It looks like apache is in some idle/loop stage (time(NULL)=xxxxxxxx) >between sending and receiving data to/from the database. > >Our system: >- Red Hat Enterprise Linux WS release 3 (Taroon Update 4). >- kernel 2.4.21-20.ELsmp >- 4GB Ram >- 2 x Intel(R) Xeon(TM) CPU 2.40GHz. >- 2 x scsi 36GB 15K (raid 1) > >- We are running the webserver and the database in the same server. >- Database: PostgreSQL 7.3.5 >- Webserver: apache RH version: httpd-2.0.46-44.ent with >mod_perl_1.99_12 > >Anyone with the same problem? > > > -- Cheers Richard Skelton Richard.Skelton at infineon.com Infineon Technologies UK Ltd Infineon House Great Western Court Hunts Ground Road Stoke Gifford Bristol BS32 8HP Tel +44(0)117 9528808 From Ruslan.Zakirov at acronis.com Wed Jan 5 05:47:12 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 05 Jan 2005 13:47:12 +0300 Subject: [rt-users] RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands In-Reply-To: References: Message-ID: <41DBC5B0.80507@acronis.com> Haspers wrote: > Hi all, > > I couldn't find anything about the 'Unimplemented in HTML::Mason::Commands' > error I receive. What I'm trying to do is the following: > > * I've added an extra field to the database table 'Queues' named > 'QueueNumer' > > What I'm trying to do now is to use this field in RT. However, whatever I > try to use this field I get the RT::Queue::QueueNumber Unimplemented in > HTML::Mason::Commands error. > > For example somewhere in Elements/Quicksearch by using: > > $queue->QueueNumber ($queue is defined in Quicksearch and working for the > other fields). Add description of this field into sub _ClassAccessible which is defined in Queue_Overlay.pm. Read DBIx::SearchBuilder docs and tests. But it's better to use Attributes as Todd suggested. > > Can someone help me out with this (minor) problem. I have looked around but > couldn't find documention on how to implement new database field. > > Thx, > > Rolph > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Wed Jan 5 06:15:34 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 05 Jan 2005 14:15:34 +0300 Subject: [rt-users] Web interface is slow In-Reply-To: <20041231134020.U96534@zeus> References: <3725A810-5A86-11D9-9463-000A95C01924@cairodurham.org> <41D4B217.5080701@acronis.com> <20041231134020.U96534@zeus> Message-ID: <41DBCC56.9060003@acronis.com> Jaime Kikpole wrote: > On Fri, 31 Dec 2004, Ruslan U. Zakirov wrote: > >>Hello, Jaime. AFAI understand you have problem only with tickets that >>was imported from old system. 151MB memory usage is very big for 17 >>transactions. Could you turn on DB query log and send it. I expect some >>loop in it. >> >>PS: May be this ticket has a lot of file attachments... > > > Attached is a section of my MySQL logs. It covers (to the best of > my understanding of how the log works) the queries involved in displaying > my RT install's ticket #1. This is a reasonably short ticket with several > entries and no attachments. This was an imported ticket that was created > in version 2.0.6, to the best of my memory. > > I also noticed that my rt.log file only shows logins even though I > have the following configs: > Set($LogToFileNamed , "rt.log"); > Set($LogToFile , "debug"); > > Also, the apache access logs only show the access after the web > browser finishes loading the page. > > What do you think? If there are other logs that could be handy, > please let me know. Log looks fine, no loops, no useless queries. You can use mysql slow queries logs to be sure that it's not lack of indexes in DB or DB missconfigure. See http://wiki.bestpractical.com/?Debug. Try 3.2.3rc1 to be sure that it's not a bug in 3.2.2 that has been fixed. > > Jaime Kikpole > > -- > Network Administrator > Cairo-Durham Central School District > http://cns.cairodurham.org From Ruslan.Zakirov at acronis.com Wed Jan 5 06:20:00 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 05 Jan 2005 14:20:00 +0300 Subject: apache2 - was: [rt-users] Running RT on Debian (Sarge) In-Reply-To: References: Message-ID: <41DBCD60.2080100@acronis.com> Glen Gyldersleve wrote: > Whats the story on apache2? I see the wiki mentions *not* to use > apache2, but other docs (redhat - fedora docs) explicitly configure > _for_ apache2. > > Whats the word? IMHO you've mixed to different things: Apache2 and ModPerl2. Yeah, MP2 is in RC state now. it's time to update all docs and drop warning about mp2 instability. > > Glen Gyldersleve > Account Manager > Canright Systems, Inc > (503) 968-9898 x425 > > > > >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com >>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >>Of Michael Markstaller >>Sent: Monday, January 03, 2005 1:34 AM >>To: Chris Robinson; rt-users at lists.fsck.com >>Subject: RE: [rt-users] Running RT on Debian (Sarge) >> >> >> >>>Chris Robinson >>>Sent: Sunday, January 02, 2005 11:14 AM >>> >>>Has anyone got rt going of Debian - Sarge. I am using apache2 and >>>compiling from soure and including modules: >> >>Yes, and I'm sure not the only one. there're debian packages >>available running right away from "apt-get install >>request-tracker3" but I use apache 1.3 not apache2; might be >>at least a point to start.. I remember there were some >>problems with apache2. >> >>Michael >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Wed Jan 5 06:42:16 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 05 Jan 2005 14:42:16 +0300 Subject: [rt-users] software versions question In-Reply-To: <41D9AF40.4020106@adelphia.net> References: <41D9AF40.4020106@adelphia.net> Message-ID: <41DBD298.1020309@acronis.com> Stephen Hancock wrote: > Since RT 3.2.3 is due out this week and soon to be followed by 3.2.4, > will they be supporting mysql 4.1x now? Will there be any other changes > in software version support? RT works with MySQL 4.1 as back-end storage! > > Maybe support is the wrong way to phrase this. > > Are there still problems with the newer versions of mysql? > (specifically) and other programs. While support may not be available > for them, I am really interested in whether the apps will run under the > new versions or not. There is much conflicting information on versions > and configurations throughout the Wiki docs and the README's. > > Thanks.... > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jonathan at shuttleworthfoundation.org Wed Jan 5 07:19:45 2005 From: jonathan at shuttleworthfoundation.org (Jonathan Carter) Date: Wed, 05 Jan 2005 14:19:45 +0200 Subject: [rt-users] Guest users Message-ID: <41DBDB61.3080501@shuttleworthfoundation.org> Hi I am running a Request tracker for two seperate purposes. For the one purpose, I have made the queue accessable to everyone, but I need to give public access to RT in order for people to get access to that queue. Someone told me that you should be able to enter any username/password combination and RT will create a non-staff member, but this does not work. Any advice? Thanks Jonathan From C.Dittberner at digitec.de Wed Jan 5 07:52:41 2005 From: C.Dittberner at digitec.de (Christoph Dittberner) Date: Wed, 05 Jan 2005 13:52:41 +0100 Subject: [rt-users] RT tuning problems In-Reply-To: <41DBBAC7.8040305@infineon.com> References: <41DBBAC7.8040305@infineon.com> Message-ID: <41DBE319.9020103@digitec.de> Hi, Search this mailinglist for related posts with keyword "speed". There is an interesting thread with topic "Speeding up RT3". We got exactly the same problem with RT 3.0.10, But we solved it refreshing the DBIx::SearchBuilder Module. The performance boost was amazing. [Quote from "speeding up rt3" Jesse Vincent] >>> What DBIx::SearchBuilder are you running? >> 1.01 > Go up to the latest. We saw noticable performance improvements using the latest DBIx::SearchBuilder Richard Skelton schrieb: > Hi Thomas, > I see the exact same problem with our 3.0.10 installations. > I have experimented with rt-3.2.1 but it did not improve things:-( > Our systems are:- > Solaris 9 KJP 112233-12 > Ultra 60 2X450MHz > 2GB Memory > mysql 4016 > Perl 5.8.3 > Solaris bundled Apache/1.3.29 > mod_perl-1.29 > > Tomas A. P. Olaj wrote: > >> This is written by our web-admin and Postgres DBA, Rafael Martinez, which >> is not a member of this list, and forwarded to me: >> >> --> >> >> We are having performance problems in our RT (3.2.1) installation. >> >> Description: >> >> - If we try to display a ticket with a long history, it takes many >> seconds before the webside is generated. (Ticket/Display.html?id=). >> In some browsers (f.ex.IExplorer) the webside is not show until the >> browser gets all the data. >> >> - The server is not busy and has plenty of idle resources. >> >> - We do not have problems with the database. It is not busy at all. Not >> IO problems either. >> >> - apache uses 100% of cpu when Ticket/Display.html?id= is executed. >> If we run strace, can we see a lot of "time(NULL)=xxxxxxxx" system >> calls, in our case, around 86000. 177 sql queries are send to the >> database and it takes 20 seconds between the first and the last sql >> query are send to the database. >> >> - It looks like apache is in some idle/loop stage (time(NULL)=xxxxxxxx) >> between sending and receiving data to/from the database. >> >> Our system: >> - Red Hat Enterprise Linux WS release 3 (Taroon Update 4). >> - kernel 2.4.21-20.ELsmp >> - 4GB Ram >> - 2 x Intel(R) Xeon(TM) CPU 2.40GHz. >> - 2 x scsi 36GB 15K (raid 1) >> >> - We are running the webserver and the database in the same server. >> - Database: PostgreSQL 7.3.5 >> - Webserver: apache RH version: httpd-2.0.46-44.ent with >> mod_perl_1.99_12 >> >> Anyone with the same problem? >> >> >> > From rt at chaka.net Wed Jan 5 08:40:29 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 5 Jan 2005 08:40:29 -0500 Subject: [rt-users] RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands In-Reply-To: <41DBC5B0.80507@acronis.com> References: <41DBC5B0.80507@acronis.com> Message-ID: <20050105134029.GC22193@chaka.net> Ruslan, Don't you also need to define the accessors since they are not generated by the factory script? Or, do you assume the column is added before factory is run? Or, is there AUTOLOAD magic that takes care of it? Thanks. -Todd On Wed, Jan 05, 2005 at 01:47:12PM +0300, Ruslan U. Zakirov wrote: > Add description of this field into sub _ClassAccessible which is defined > in Queue_Overlay.pm. Read DBIx::SearchBuilder docs and tests. > > But it's better to use Attributes as Todd suggested. From rt at chaka.net Wed Jan 5 08:42:41 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 5 Jan 2005 08:42:41 -0500 Subject: [rt-users] RT tuning problems In-Reply-To: References: Message-ID: <20050105134241.GD22193@chaka.net> I would try RT3.2.3rc1 and make sure that you have the latest DBIx::SearchBuilder. Don't forget to restart Apache... -Todd On Wed, Jan 05, 2005 at 09:46:08AM +0100, Tomas A. P. Olaj wrote: > > This is written by our web-admin and Postgres DBA, Rafael Martinez, which > is not a member of this list, and forwarded to me: > > --> > > We are having performance problems in our RT (3.2.1) installation. > > Description: > > - If we try to display a ticket with a long history, it takes many > seconds before the webside is generated. (Ticket/Display.html?id=). > In some browsers (f.ex.IExplorer) the webside is not show until the > browser gets all the data. > > - The server is not busy and has plenty of idle resources. > > - We do not have problems with the database. It is not busy at all. Not > IO problems either. > > - apache uses 100% of cpu when Ticket/Display.html?id= is executed. > If we run strace, can we see a lot of "time(NULL)=xxxxxxxx" system > calls, in our case, around 86000. 177 sql queries are send to the > database and it takes 20 seconds between the first and the last sql > query are send to the database. > > - It looks like apache is in some idle/loop stage (time(NULL)=xxxxxxxx) > between sending and receiving data to/from the database. > > Our system: > - Red Hat Enterprise Linux WS release 3 (Taroon Update 4). > - kernel 2.4.21-20.ELsmp > - 4GB Ram > - 2 x Intel(R) Xeon(TM) CPU 2.40GHz. > - 2 x scsi 36GB 15K (raid 1) > > - We are running the webserver and the database in the same server. > - Database: PostgreSQL 7.3.5 > - Webserver: apache RH version: httpd-2.0.46-44.ent with > mod_perl_1.99_12 > > Anyone with the same problem? > > -- > Rafael Martinez, > Center for Information Technology Services > University of Oslo, Norway > > The problem is that our customer complains about the time it takes to load > a long ticket history, and this is a "show-stopper" for us. The latest > version of DBIx::SearchBuilder is also installed. > > -- > ________________________________________________________________________ > Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso > University of Oslo / USIT (Center for Information Technology Services) > System- and Application Management / Applications Management Group > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From thealbs at yahoo.co.uk Wed Jan 5 09:55:49 2005 From: thealbs at yahoo.co.uk (brian mccabe) Date: Wed, 5 Jan 2005 14:55:49 +0000 (GMT) Subject: [rt-users] Newbie Question - showing different columns on HOME page Message-ID: <20050105145549.88703.qmail@web25706.mail.ukl.yahoo.com> Apologies for the basic nature of this question - Wiki's disappeared and I need some help! I'm on RT 3.2.2 and wish to change the Home Page to display Due Date instead of Priority. I have achieved this through a process of trial and error by editiing a local copy of MyTickets, MyRequests... The problem is that I want to apply a SQL function to the column so that the date format is dd mm yy instead of the default long format..something like .. select date_format(due, '%d %b %y') from Tickets; BUT - where do I apply this formatting?? Any help would be greatly appreciated. I also want to include a Custom Field on the same panel. Seem to remember a WIKI article about that so will wait for it to return unless someone wants to post that to me too? Thanks in advance ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From Ruslan.Zakirov at acronis.com Wed Jan 5 10:14:10 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 05 Jan 2005 18:14:10 +0300 Subject: [rt-users] RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands In-Reply-To: <20050105134029.GC22193@chaka.net> References: <41DBC5B0.80507@acronis.com> <20050105134029.GC22193@chaka.net> Message-ID: <41DC0442.3050100@acronis.com> Todd Chapman wrote: > Ruslan, > > Don't you also need to define the accessors since they are not > generated by the factory script? Or, do you assume the column factory script doesn't generate accessors. it genarates default descriptions only. > is added before factory is run? Or, is there AUTOLOAD magic > that takes care of it? AUTOLOAD generates accessors when you call them first time. Description of the field it takes from hash that _ClassAccessible sub should return. I didn't use factory script but AFAIKS it generates default _ClassAccessible sub into Foo.pm files, but in RT most of this subs are overriden in Foo_Overlay.pm files. > > Thanks. > > -Todd > > On Wed, Jan 05, 2005 at 01:47:12PM +0300, Ruslan U. Zakirov wrote: > > >>Add description of this field into sub _ClassAccessible which is defined >>in Queue_Overlay.pm. Read DBIx::SearchBuilder docs and tests. >> >>But it's better to use Attributes as Todd suggested. From doogles at doogles.com Wed Jan 5 10:21:27 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Wed, 5 Jan 2005 09:21:27 -0600 (CST) Subject: [rt-users] RT tuning problems In-Reply-To: <41DBBAC7.8040305@infineon.com> References: <41DBBAC7.8040305@infineon.com> Message-ID: Have you guys tried RT 3.2.3rc1 & DBIx::SearchBuilder 1.15? I reported greatly improved results (to the tune of something like 300%) on our "problem tickets". RT 3.4.0 showed another 20% or so improvement on top of the above numbers. We're on Apache 1.3.33/mod_perl 1.29 as well. -jd On Wed, 5 Jan 2005, Richard Skelton wrote: > Hi Thomas, > I see the exact same problem with our 3.0.10 installations. > I have experimented with rt-3.2.1 but it did not improve things:-( > Our systems are:- > Solaris 9 KJP 112233-12 > Ultra 60 2X450MHz > 2GB Memory > mysql 4016 > Perl 5.8.3 > Solaris bundled Apache/1.3.29 > mod_perl-1.29 > > Tomas A. P. Olaj wrote: > >> This is written by our web-admin and Postgres DBA, Rafael Martinez, which >> is not a member of this list, and forwarded to me: >> >> --> >> >> We are having performance problems in our RT (3.2.1) installation. >> >> Description: >> >> - If we try to display a ticket with a long history, it takes many >> seconds before the webside is generated. (Ticket/Display.html?id=). >> In some browsers (f.ex.IExplorer) the webside is not show until the >> browser gets all the data. >> >> - The server is not busy and has plenty of idle resources. >> >> - We do not have problems with the database. It is not busy at all. Not >> IO problems either. >> >> - apache uses 100% of cpu when Ticket/Display.html?id= is executed. >> If we run strace, can we see a lot of "time(NULL)=xxxxxxxx" system >> calls, in our case, around 86000. 177 sql queries are send to the >> database and it takes 20 seconds between the first and the last sql >> query are send to the database. >> >> - It looks like apache is in some idle/loop stage (time(NULL)=xxxxxxxx) >> between sending and receiving data to/from the database. >> >> Our system: >> - Red Hat Enterprise Linux WS release 3 (Taroon Update 4). >> - kernel 2.4.21-20.ELsmp >> - 4GB Ram >> - 2 x Intel(R) Xeon(TM) CPU 2.40GHz. >> - 2 x scsi 36GB 15K (raid 1) >> >> - We are running the webserver and the database in the same server. >> - Database: PostgreSQL 7.3.5 >> - Webserver: apache RH version: httpd-2.0.46-44.ent with >> mod_perl_1.99_12 >> >> Anyone with the same problem? >> >> > > -- > > > > Cheers > > Richard Skelton > Richard.Skelton at infineon.com > Infineon Technologies UK Ltd > Infineon House > Great Western Court > Hunts Ground Road > Stoke Gifford > Bristol > BS32 8HP > Tel +44(0)117 9528808 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From list at haspers.nl Wed Jan 5 10:24:32 2005 From: list at haspers.nl (Haspers) Date: Wed, 5 Jan 2005 16:24:32 +0100 Subject: [rt-users] RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands In-Reply-To: <41DC0442.3050100@acronis.com> Message-ID: Never mind all, I had it right (Queue_Overlay.pm with _ClassAccessible) but forgot to restart apache :) Very stupid I know :) Thanks all for the help. Rolph -----Original Message----- From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Sent: woensdag 5 januari 2005 16:14 To: Todd Chapman Cc: Haspers; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands Todd Chapman wrote: > Ruslan, > > Don't you also need to define the accessors since they are not > generated by the factory script? Or, do you assume the column factory script doesn't generate accessors. it genarates default descriptions only. > is added before factory is run? Or, is there AUTOLOAD magic > that takes care of it? AUTOLOAD generates accessors when you call them first time. Description of the field it takes from hash that _ClassAccessible sub should return. I didn't use factory script but AFAIKS it generates default _ClassAccessible sub into Foo.pm files, but in RT most of this subs are overriden in Foo_Overlay.pm files. > > Thanks. > > -Todd > > On Wed, Jan 05, 2005 at 01:47:12PM +0300, Ruslan U. Zakirov wrote: > > >>Add description of this field into sub _ClassAccessible which is defined >>in Queue_Overlay.pm. Read DBIx::SearchBuilder docs and tests. >> >>But it's better to use Attributes as Todd suggested. From steve at n2sw.com Wed Jan 5 13:01:54 2005 From: steve at n2sw.com (steve) Date: Wed, 05 Jan 2005 13:01:54 -0500 Subject: [rt-users] tickets into changelog Message-ID: <41DC2B92.50800@n2sw.com> hi all , am using rt (current) company wide, for about 15k users, we would like to make it so that whenever a ticket comes into the it queue the text from the ticket goes into a changelog, is this possible, or do any of you have any ideas, on this matter thanx on a side note, if i user mysql 4.1 with the option of --use-old- passwd will rt work on that, or is there more than that to the reason why rt will not work with mysql 4.1 -------------- next part -------------- A non-text attachment was scrubbed... Name: steve.vcf Type: text/x-vcard Size: 774 bytes Desc: not available URL: From jesse at bestpractical.com Wed Jan 5 13:27:03 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Jan 2005 13:27:03 -0500 Subject: [rt-users] tickets into changelog In-Reply-To: <41DC2B92.50800@n2sw.com> References: <41DC2B92.50800@n2sw.com> Message-ID: <20050105182703.GF24460@bestpractical.com> > > on a side note, if i user mysql 4.1 with the option of --use-old- passwd > will rt work on that, or is there more than that to the reason why rt > will not work with mysql 4.1 My tests show that both 3.2 and 3.4 work great with mysql 4.1 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From jesse at bestpractical.com Wed Jan 5 13:28:51 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Jan 2005 13:28:51 -0500 Subject: [rt-users] RT::Queue::QueueNumber Unimplemented in HTML::Mason::Commands In-Reply-To: <41DC0442.3050100@acronis.com> References: <41DBC5B0.80507@acronis.com> <20050105134029.GC22193@chaka.net> <41DC0442.3050100@acronis.com> Message-ID: <20050105182851.GG24460@bestpractical.com> On Wed, Jan 05, 2005 at 06:14:10PM +0300, Ruslan U. Zakirov wrote: > Todd Chapman wrote: > >Ruslan, > > > >Don't you also need to define the accessors since they are not > >generated by the factory script? Or, do you assume the column > factory script doesn't generate accessors. it genarates default > descriptions only. > >is added before factory is run? Or, is there AUTOLOAD magic > >that takes care of it? > AUTOLOAD generates accessors when you call them first time. Description > of the field it takes from hash that _ClassAccessible sub should return. > I didn't use factory script but AFAIKS it generates default > _ClassAccessible sub into Foo.pm files, but in RT most of this subs are > overriden in Foo_Overlay.pm files. These days, what happens is actually that Foo.pm has a sub _CoreAccessible and Foo_Overlay.pm has a sub _OverlayAccessible and RT::Record merges the two together into _ClassAccessible. > > > > >Thanks. > > > >-Todd > > > >On Wed, Jan 05, 2005 at 01:47:12PM +0300, Ruslan U. Zakirov wrote: > > > > > >>Add description of this field into sub _ClassAccessible which is defined > >>in Queue_Overlay.pm. Read DBIx::SearchBuilder docs and tests. > >> > >>But it's better to use Attributes as Todd suggested. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Wed Jan 5 14:47:22 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Jan 2005 14:47:22 -0500 Subject: [rt-users] Permission Error message eventhough changes were saved In-Reply-To: <57D9A9C0457AEF4CB1125E91E652DF9C0111E599@RWC-EXCHANGE-VS.Niku.com> References: <57D9A9C0457AEF4CB1125E91E652DF9C0111E599@RWC-EXCHANGE-VS.Niku.com> Message-ID: <20050105194722.GM24460@bestpractical.com> On Tue, Jan 04, 2005 at 11:01:59PM -0800, Mai Le wrote: > > Hi All, > > I'm running RT 3.4.0rc1. It's running great. I need to run this > version since it has better options with custom fields -- allowing me to > have unprivilleged users to see custom fields. However, I have a > question. I'm not sure if I'm doing something wrong. > > I gave "Everyone" -> Modify Self Rights. Whenever someone try to modify > any information on his/herself, RT will give out an error "Permission > Denied". However, the changes did go through fine. Is this a bug ? Or > I'm missing some rights for Everyone It sounds like a bug. Can you describe exactly which things are clicked on and typed to reproduce the issue? Thanks, Jesse > Any help would be greatly appreciated. > > Thanks > > Mai Le > > > CONFIDENTIALITY NOTICE: The information contained in this message and > or attachments is intended only for the person or entity to which it is > addressed and may contain confidential and/or privileged material. Any > review, retransmission, dissemination, copying, or other use of this > information by persons or entities other than the intended recipient is > prohibited. If you received this e-mail or its attachments in error, > please contact the sender and delete the material from any system and > destroy any copies. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From Chuck.Pierce at HCAHealthcare.com Wed Jan 5 14:29:08 2005 From: Chuck.Pierce at HCAHealthcare.com (Pierce Chuck) Date: Wed, 5 Jan 2005 13:29:08 -0600 Subject: [rt-users] RT and sqlrelay Message-ID: <779EEFE000FB9E4BB6F6B66B84A7563B525494@NASEV02.hca.corpad.net> Has anyone out there gotten RT to work with sqlrelay (http://sqlrelay.sourceforge.net)? Either using it directly or using one of the drop-in mysql/postgres libraries replacements? I would like to use the inherent database pooling/load balancing features of sqlrelay. thanks - Chuck From sturner at MIT.EDU Wed Jan 5 15:35:21 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 05 Jan 2005 15:35:21 -0500 Subject: [rt-users] Recurring Login Problem Message-ID: <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> Hello, I'm looking for ideas on a very strange problem. (This is on RT 3.2.2, Oracle 9, fastcgi, solaris). The symptom is that you log in to RT, click on any link and you are dumped back to the login screen. (Logging in again then puts you to the page you requested).Every time you request a page, you have to go through the login screen. I found the problem posted before, and people suggested playing with browser cookie settings, but nobody reported the problem being solved. I don't think browser settings are the answer - here's what I've learned: - the problem happens with these browser/OS combinations: MSIE 6 - Win XP sp2 Firefox 0.9 - Win XP sp2 Netscape 7 - Win XP sp2 Mozilla - Solaris - the problem does NOT happen with Opera on Windows XP or Solaris. - The problem does not happen while connecting to other RT's we have set up, including mysql, Oracle, mod_perl & fastcgi setups. That's why I don't think the problem is a browser config problem. - Session tracking on the server is done with Apache::Session::File, and for the problem connections, it appears that after login, the user information is not being stored in the session file. This appears to be the root of the problem, although I can't think why this would happen. - This may not be relevant, but I noticed that for problem connections to the RT home page, autohandler seems to be called twice: once for index.html, once for bplogo.gif. Successful (Opera) connections show only a single call to autohandler, for index.html. So, any ideas? I'm particularly interested on hearing how the magic of storing the user attributes in the session data is accomplished. And what might cause this not to happen. Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services Information Services and Technology (IS&T) sturner at mit.edu From mle at Niku.com Wed Jan 5 15:41:16 2005 From: mle at Niku.com (Mai Le) Date: Wed, 5 Jan 2005 12:41:16 -0800 Subject: [rt-users] Permission Error message eventhough changes were saved Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C0111E7B2@RWC-EXCHANGE-VS.Niku.com> To reproduce the errors: Everyone has Modify Seft Rights. Log on as a privileged user. Click on Preferences. Change any parameter (ie change nickname from blank to "haha"). When clicking on "Save Preferences", Results says: User 154: Nickname: Permission Denied Click Home to go leave the Preferences page. Click Preferences again to go back to the Preferences page and the Nickname field is now "haha". I tested it on "Email, Real Name, Nickname, Home numbers, work,location". I haven't test changing the password since we use LDAP authentication or the other fields but I guess the other fields would give me the same error. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, January 05, 2005 11:47 AM To: Mai Le Cc: RT Subject: Re: [rt-users] Permission Error message eventhough changes were saved On Tue, Jan 04, 2005 at 11:01:59PM -0800, Mai Le wrote: > > Hi All, > > I'm running RT 3.4.0rc1. It's running great. I need to run this > version since it has better options with custom fields -- allowing me > to have unprivilleged users to see custom fields. However, I have a > question. I'm not sure if I'm doing something wrong. > > I gave "Everyone" -> Modify Self Rights. Whenever someone try to > modify any information on his/herself, RT will give out an error > "Permission Denied". However, the changes did go through fine. Is > this a bug ? Or I'm missing some rights for Everyone It sounds like a bug. Can you describe exactly which things are clicked on and typed to reproduce the issue? Thanks, Jesse > Any help would be greatly appreciated. > > Thanks > > Mai Le > > > CONFIDENTIALITY NOTICE: The information contained in this message and > or attachments is intended only for the person or entity to which it > is addressed and may contain confidential and/or privileged material. > Any review, retransmission, dissemination, copying, or other use of > this information by persons or entities other than the intended > recipient is prohibited. If you received this e-mail or its > attachments in error, please contact the sender and delete the > material from any system and destroy any copies. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. From jesse at bestpractical.com Wed Jan 5 16:02:04 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Jan 2005 16:02:04 -0500 Subject: [rt-users] Recurring Login Problem In-Reply-To: <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> References: <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> Message-ID: <20050105210204.GQ24460@bestpractical.com> On Wed, Jan 05, 2005 at 03:35:21PM -0500, Stephen Turner wrote: > Hello, > > I'm looking for ideas on a very strange problem. (This is on RT 3.2.2, > Oracle 9, fastcgi, solaris). SSL? > The symptom is that you log in to RT, click on any link and you are dumped > back to the login screen. (Logging in again then puts you to the page you > requested).Every time you request a page, you have to go through the login > screen. > > I found the problem posted before, and people suggested playing with > browser cookie settings, but nobody reported the problem being solved. I > don't think browser settings are the answer - here's what I've learned: > > - the problem happens with these browser/OS combinations: > > MSIE 6 - Win XP sp2 > Firefox 0.9 - Win XP sp2 > Netscape 7 - Win XP sp2 > Mozilla - Solaris > > - the problem does NOT happen with Opera on Windows XP or Solaris. Does it happen with lynx? Does lynx complain about cookies? From sturner at MIT.EDU Wed Jan 5 16:15:25 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 05 Jan 2005 16:15:25 -0500 Subject: [rt-users] Recurring Login Problem In-Reply-To: <20050105210204.GQ24460@bestpractical.com> References: <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> Message-ID: <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> At Wednesday 1/5/2005 04:02 PM, Jesse Vincent wrote: > > I'm looking for ideas on a very strange problem. (This is on RT 3.2.2, > > Oracle 9, fastcgi, solaris). > >SSL? No, this is a non-ssl setup. >Does it happen with lynx? Does lynx complain about cookies? I forgot to mention this - lynx prompts me to accept/deny the rt cookie. If I choose "always accept", I can get around fine. If I choose "never accept" I have the same recurring login screen problem. I think the reason is different though. For the graphical browsers that I have the problem with, the cookie/session stuff seems to be working - I do get a session file with the name matching the cookie value - it's just that the user info is not there. Here's what one of these session files looks like: 35b63afa7e820eefae63af9277bb3b48 _session_idRT::CurrentUser Userstable CurrentUser Steve From jesse at bestpractical.com Wed Jan 5 16:20:41 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Jan 2005 16:20:41 -0500 Subject: [rt-users] Recurring Login Problem In-Reply-To: <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> References: <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> Message-ID: <20050105212041.GS24460@bestpractical.com> On Wed, Jan 05, 2005 at 04:15:25PM -0500, Stephen Turner wrote: > At Wednesday 1/5/2005 04:02 PM, Jesse Vincent wrote: > > >> I'm looking for ideas on a very strange problem. (This is on RT 3.2.2, > >> Oracle 9, fastcgi, solaris). > > > >SSL? > > No, this is a non-ssl setup. > > > >Does it happen with lynx? Does lynx complain about cookies? > > I forgot to mention this - lynx prompts me to accept/deny the rt cookie. If > I choose "always accept", I can get around fine. If I choose "never accept" > I have the same recurring login screen problem. I think the reason is > different though. For the graphical browsers that I have the problem with, > the cookie/session stuff seems to be working - I do get a session file with > the name matching the cookie value - it's just that the user info is not > there. Here's what one of these session files looks like: > That's very odd. drop in code to YAML::Dump or Data::Dumper the session to your logs just after it's loaded and also in the page footer (When everything should be done already)? Jesse > > 35b63afa7e820eefae63af9277bb3b48 > _session_idRT::CurrentUser > Userstable > CurrentUser > > Steve > -- From sturner at MIT.EDU Wed Jan 5 17:01:46 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 05 Jan 2005 17:01:46 -0500 Subject: [rt-users] Recurring Login Problem In-Reply-To: <20050105212041.GS24460@bestpractical.com> References: <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> Message-ID: <5.2.1.1.2.20050105165409.020dfda0@po14.mit.edu> At Wednesday 1/5/2005 04:20 PM, Jesse Vincent wrote: >That's very odd. drop in code to YAML::Dump or Data::Dumper the session >to your logs just after it's loaded and also in the page footer (When >everything should be done already)? I dumped the session twice, at the start & end of autohandler. When I type in user name & pwd and submit, the second dump shows the full user object stored in the session: [Wed Jan 5 21:50:48 2005] [debug]: $VAR1 = 'CurrentUser'; $VAR2 = bless( { '_Class' => 'RT::CurrentUser', '_SB_Record_Primary_RecordCache_key' => 'Users:id=1265', 'table' => 'Users', 'values' => { 'creator' => '1', 'comments' => '', 'state' => undef, 'webencoding' => undef, 'password' => 'sksdfjw48wert34n', 'realname' => 'TURNER, STEPHEN', }, 'RT::CurrentUser' ); $VAR3 = '_session_id'; $VAR4 = '026f81fb6958910a8dd568c6b9d7f97f'; THEN - when autohandler gets called again (same request, mason component path "/NoAuth/images/bplogo.gif"), the first dump of the session is: [Wed Jan 5 21:51:29 2005] [debug]: $VAR1 = '_session_id'; $VAR2 = '026f81fb6958910a8dd568c6b9d7f97f'; $VAR3 = 'CurrentUser'; $VAR4 = bless( { 'table' => 'Users' }, 'RT::CurrentUser' ); and the second is: [Wed Jan 5 21:51:29 2005] [debug]: $VAR1 = '_session_id'; $VAR2 = '026f81fb6958910a8dd568c6b9d7f97f'; Now, I just noticed that this setup was installed against perl 5.8.0, which raises a red flag - I'm going to have it reinstalled against 5.8.3 and hope this issue just goes away. Steve From jesse at bestpractical.com Wed Jan 5 17:07:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Jan 2005 17:07:19 -0500 Subject: [rt-users] Recurring Login Problem In-Reply-To: <5.2.1.1.2.20050105165409.020dfda0@po14.mit.edu> References: <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> <5.2.1.1.2.20050105165409.020dfda0@po14.mit.edu> Message-ID: <20050105220717.GV24460@bestpractical.com> On Wed, Jan 05, 2005 at 05:01:46PM -0500, Stephen Turner wrote: > At Wednesday 1/5/2005 04:20 PM, Jesse Vincent wrote: > > >That's very odd. drop in code to YAML::Dump or Data::Dumper the session > >to your logs just after it's loaded and also in the page footer (When > >everything should be done already)? > > I dumped the session twice, at the start & end of autohandler. When I type > in user name & pwd and submit, the second dump shows the full user object > stored in the session: > Innnteresting. Have you guys made any autohandler changes? > > [Wed Jan 5 21:50:48 2005] [debug]: $VAR1 = 'CurrentUser'; > $VAR2 = bless( { > '_Class' => 'RT::CurrentUser', > '_SB_Record_Primary_RecordCache_key' => 'Users:id=1265', > 'table' => 'Users', > 'values' => { > 'creator' => '1', > 'comments' => '', > 'state' => undef, > 'webencoding' => undef, > 'password' => 'sksdfjw48wert34n', > 'realname' => 'TURNER, STEPHEN', > > > > }, 'RT::CurrentUser' ); > $VAR3 = '_session_id'; > $VAR4 = '026f81fb6958910a8dd568c6b9d7f97f'; > And right then, how does the session look on disk? > > > Now, I just noticed that this setup was installed against perl 5.8.0, which > raises a red flag - I'm going to have it reinstalled against 5.8.3 and hope > this issue just goes away. *nod* if not, we can dig deeper. > > Steve > -- From ai1 at ipaccess.com Wed Jan 5 17:08:52 2005 From: ai1 at ipaccess.com (Anton Ivanov) Date: Wed, 05 Jan 2005 22:08:52 +0000 Subject: [rt-users] CGI Loop? In-Reply-To: <41CB4533.9020007@visi.net> References: <41CB2E2F.3010904@visi.net> <20041223212105.GX25187@bestpractical.com> <41CB4533.9020007@visi.net> Message-ID: <41DC6574.6050308@ipaccess.com> That is similar to my problem. I have it blowing up like that on an endless recursion in the SearchBuilder. The difference in my case is that it ends up eating all memory. It is a dual opteron and it takes it about a minute or so to do that. If your machine is slower and you have CPU ulimits set you are likely to run into them first. Same version of RT. Rest is newer (debian sarge). A. Joe Hause wrote: > > Mysql 4.0.21, apache 1.33, mod_perl 1.29, rt3.2.2 > > Top output: > > 527 www 123 0 96412K 92044K RUN 1:28 89.94% 89.94% httpd > 465 mysql 20 0 57264K 27176K kserel 0:16 6.20% 6.20% mysqld > > Apache error log: > > [Thu Dec 23 15:30:21 2004] [notice] caught SIGTERM, shutting down > [Thu Dec 23 15:30:42 2004] [notice] Apache/1.3.33 (Unix) mod_perl/1.29 > configured -- resuming normal operations > [Thu Dec 23 15:30:42 2004] [notice] Accept mutex: flock (Default: flock) > Out of memory during request for 992 bytes, total sbrk() is 513054720 > bytes! > Callback called exit. > [Thu Dec 23 15:50:19 2004] [error] [client 206.246.194.253] File does > not exist: /opt/rt3/share/html/favicon.ico > [Thu Dec 23 16:04:28 2004] [warn] child process 6199 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6200 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6201 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6288 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6203 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6204 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6205 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6206 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6289 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:28 2004] [warn] child process 6290 did not exit, > sending another SIGHUP > [Thu Dec 23 16:04:29 2004] [warn] child process 6199 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6200 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6201 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6288 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6203 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6204 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6205 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6206 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6289 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:29 2004] [warn] child process 6290 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:04:33 2004] [error] child process 6199 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6200 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6201 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6288 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6203 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6204 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6205 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6206 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6289 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [error] child process 6290 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:04:33 2004] [notice] SIGHUP received. Attempting to > restart > [Thu Dec 23 16:04:42 2004] [notice] Apache/1.3.33 (Unix) mod_perl/1.29 > configured -- resuming normal operations > [Thu Dec 23 16:04:42 2004] [notice] Accept mutex: flock (Default: flock) > [Thu Dec 23 16:06:58 2004] [notice] caught SIGTERM, shutting down > [Thu Dec 23 16:13:46 2004] [notice] Apache/1.3.33 (Unix) mod_perl/1.29 > configured -- resuming normal operations > [Thu Dec 23 16:13:46 2004] [notice] Accept mutex: flock (Default: flock) > [Thu Dec 23 16:14:52 2004] [warn] child process 501 still did not > exit, sending a SIGTERM > [Thu Dec 23 16:14:56 2004] [error] child process 501 still did not > exit, sending a SIGKILL > [Thu Dec 23 16:14:56 2004] [notice] caught SIGTERM, shutting down > [Thu Dec 23 16:15:11 2004] [notice] Apache/1.3.33 (Unix) mod_perl/1.29 > configured -- resuming normal operations > [Thu Dec 23 16:15:11 2004] [notice] Accept mutex: flock (Default: flock) > > Jesse Vincent wrote: > >> >> >> On Thu, Dec 23, 2004 at 03:44:31PM -0500, Joe Hause wrote: >> >>> Hi all, I was changing a couple of group memberships and when I got >>> to one of my groups to remove a member it just hung and when I >>> looked at the server with top, there was an httpd process running at >>> 90% processor power. So I restarted apache and everything went back >>> to normal. When I tried again it did the same thing, steadily in >>> increased until it hit about 95%. Everything else seems to be >>> working fine. I was thinking memory leak or something, but my boss >>> said it sounds more to him like a cgi loop. Can anyone help me out >>> with this one? Thanks for your help! >> >> >> >> >> What's in the logs? What's the database doing? What versions of things >> are you running? >> >> >> >>> -- >>> Joe >>> >>> ------------------------------------------------------------- >>> Joseph Hause Continental Visinet Broadband >>> jhause at visi.net http://www.visi.net >>> Network Operations 757-873-4500/888-323-4500 >>> ------------------------------------------------------------- >>> ############################################################# >>> "Far better it is to dare >>> mighty things than to take >>> rank with those poor timid >>> spirits who know neither >>> victory nor defeat" >>> Theodore Roosevelt (1899) >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT wiki at http://wiki.bestpractical.com >>> >> >> > > From Glen at canright.com Wed Jan 5 17:32:30 2005 From: Glen at canright.com (Glen Gyldersleve) Date: Wed, 5 Jan 2005 14:32:30 -0800 Subject: [rt-users] Insecure dependency in eval.. Message-ID: So the solution (which is probably not optimal) was to comment out # PerlTaintCheck On In httpd.conf Glen Gyldersleve Account Manager Canright Systems, Inc (503) 968-9898 x425 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jesse Vincent > Sent: Thursday, December 30, 2004 1:35 PM > To: Glen Gyldersleve > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Insecure dependency in eval.. > > > What version of RT are you running? RT 3.2 and newer give you > new instructions about how to not run setuid, due to issues like this. > > -jesse > > > On Thu, Dec 30, 2004 at 11:38:33AM -0800, Glen Gyldersleve wrote: > > I'm getting an error when trying to create a new ticket. > > > > > > System error > > error: Insecure dependency in eval while running with -T switch > > at /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm line 247. > > context: > > ... > > 243: unshift @code, "use strict; sub {\n"; > > 244: push @code, "}\n"; > > 245: > > 246: print @code if DEBUG; > > 247: my $sub = eval(join '', @code); > > 248: die "$@ while evalling" . join('', @code) if > $@; # Should be > > impossible. > > 249: return $sub; > > 250: } > > 251: > > ... > > code stack: /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm:247 > > /usr/lib/perl5/5.8.5/Locale/Maketext.pm:196 > > /usr/local/rt/lib/RT/CurrentUser.pm:398 > > /usr/local/rt/lib/RT/Base.pm:119 > > /usr/local/rt/lib/RT/Ticket_Overlay.pm:1570 > > /usr/local/rt/lib/RT/Ticket_Overlay.pm:657 > > /usr/local/rt/lib/RT/Interface/Web.pm:340 > > /usr/local/rt/share/html/Ticket/Display.html:101 > > /usr/local/rt/share/html/Ticket/Create.html:279 > > /usr/local/rt/share/html/autohandler:221 > > > > Glen Gyldersleve > > Account Manager > > Canright Systems, Inc > > (503) 968-9898 x425 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From alexmv at bestpractical.com Wed Jan 5 18:21:47 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 05 Jan 2005 18:21:47 -0500 Subject: [rt-users] bug making tickets revert to owner 'nobody' In-Reply-To: <20050104224035.GA20281@kzdoos.xs4all.nl> References: <20050104142155.GA29927@kzdoos.xs4all.nl> <20050104200748.GG24460@bestpractical.com> <20050104224035.GA20281@kzdoos.xs4all.nl> Message-ID: <1104967307.5626.2.camel@zoq-fot-pik.mit.edu> On Tue, 2005-01-04 at 23:40 +0100, Koos van den Hout wrote: > then he picks a ticket ( /Ticket/Display.html?id=2045 ), selects 'Take' ( > /Ticket/Display.html?Action=Take&id=2045 ) and 'Reply' ( > /Ticket/Update.html?id=2045&QuoteTransaction=11603&Action=Respond > ) > > there the 'nobody' owner showed (which shouldn't happen after the 'take') This is a display bug caused by DBIx::SearchBuilder < 1.15; upgrade to a newer version of DBIx::SearchBuilder to fix this. Alternatively, since this is caused by a race condition, wait for a short second between the "Take" and the "Reply". - Alex From lists at openunix.de Wed Jan 5 20:34:45 2005 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Thu, 6 Jan 2005 02:34:45 +0100 Subject: [rt-users] X.509 Support? Message-ID: <20050106013445.GA25640@bofh.hanau.net> Hello everyone, does rt3 support authentification via X.509 ssl client certificates? From rspier at pobox.com Wed Jan 5 22:56:50 2005 From: rspier at pobox.com (Robert Spier) Date: Wed, 05 Jan 2005 19:56:50 -0800 Subject: [rt-users] X.509 Support? In-Reply-To: <20050106013445.GA25640@bofh.hanau.net> References: <20050106013445.GA25640@bofh.hanau.net> Message-ID: > does rt3 support authentification via X.509 ssl client certificates? Using External Authentication, yes. For Apache 1 mod-ssl, you should be able to use SSLFakeBasicAuth. In Apache 2 it's SSLOptions +FakeBasicAuth Read the documentation for your webserver for more details. From kchen at MIT.EDU Thu Jan 6 01:53:26 2005 From: kchen at MIT.EDU (Kevin Chen) Date: Thu, 06 Jan 2005 01:53:26 -0500 Subject: [rt-users] squelching and unsquelching mail Message-ID: <41DCE066.2070006@mit.edu> Hi, I have RT 3.2.2 set up on a Red Hat Enterprise Linux 3 system (specifically, Linux-Athena 9.3.16 for those of you MIT people). It's running Perl 5.8.4, Apache 2.0.52, mod_perl 1.99_17, and MySQL 4.1.7. For the most part it works fine, but I've run into one problem: On the reply/comment page, there's an option for squelching mail at the bottom of the page. Moving e-mail addresses from the "This message will be sent to" list to the "Messages about this ticket will not be sent to" list works perfectly fine. However, if I try to re-enable e-mail delivery for multiple addresses at once, only about half of them actually change lists. If I repeat with the remaining half of the addresses, about half of those move as well. Any thoughts? -- Kevin Chen http://www.sneswhiz.com/ From tomas.olaj at usit.uio.no Thu Jan 6 05:01:00 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Thu, 6 Jan 2005 11:01:00 +0100 (CET) Subject: [rt-users] RT tuning problems In-Reply-To: <20050105134241.GD22193@chaka.net> References: <20050105134241.GD22193@chaka.net> Message-ID: On the marvelous Wed, 5 Jan 2005, Todd Chapman wrote kindly to me ... > I would try RT3.2.3rc1 and make sure that you have the latest > DBIx::SearchBuilder. Don't forget to restart Apache... > > -Todd Thanks, all You people for helping! We run RT3.2.1 (not sure if RT3.2.2 has better performance) and DBIx::SearchBuilder 1.16, and still have problems with long history tickets. As for now, we greatly appreciate all responces and help, and our conclusion from the latest responses is that the problem is RT itself (the latest stable release)? Is it faster to run FastCGI or modperl? We are currently testing to find the optimal Apache dist to run. cheers, Tomas > On Wed, Jan 05, 2005 at 09:46:08AM +0100, Tomas A. P. Olaj wrote: > > > > This is written by our web-admin and Postgres DBA, Rafael Martinez, which > > is not a member of this list, and forwarded to me: > > > > --> > > > > We are having performance problems in our RT (3.2.1) installation. > > > > Description: > > > > - If we try to display a ticket with a long history, it takes many > > seconds before the webside is generated. (Ticket/Display.html?id=). > > In some browsers (f.ex.IExplorer) the webside is not show until the > > browser gets all the data. > > > > - The server is not busy and has plenty of idle resources. > > > > - We do not have problems with the database. It is not busy at all. Not > > IO problems either. > > > > - apache uses 100% of cpu when Ticket/Display.html?id= is executed. > > If we run strace, can we see a lot of "time(NULL)=xxxxxxxx" system > > calls, in our case, around 86000. 177 sql queries are send to the > > database and it takes 20 seconds between the first and the last sql > > query are send to the database. > > > > - It looks like apache is in some idle/loop stage (time(NULL)=xxxxxxxx) > > between sending and receiving data to/from the database. > > > > Our system: > > - Red Hat Enterprise Linux WS release 3 (Taroon Update 4). > > - kernel 2.4.21-20.ELsmp > > - 4GB Ram > > - 2 x Intel(R) Xeon(TM) CPU 2.40GHz. > > - 2 x scsi 36GB 15K (raid 1) > > > > - We are running the webserver and the database in the same server. > > - Database: PostgreSQL 7.3.5 > > - Webserver: apache RH version: httpd-2.0.46-44.ent with > > mod_perl_1.99_12 > > > > Anyone with the same problem? > > > > -- > > Rafael Martinez, > > Center for Information Technology Services > > University of Oslo, Norway > > > > The problem is that our customer complains about the time it takes to load > > a long ticket history, and this is a "show-stopper" for us. The latest > > version of DBIx::SearchBuilder is also installed. > > > > -- > > ________________________________________________________________________ > > Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso > > University of Oslo / USIT (Center for Information Technology Services) > > System- and Application Management / Applications Management Group > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From JoopvandeWege at mococo.nl Thu Jan 6 06:34:39 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Thu, 06 Jan 2005 12:34:39 +0100 Subject: [rt-users] can't create new user in RT3.2.2 In-Reply-To: <20050105073738.21B654D80D6@diesel.bestpractical.com> References: <20050105073738.21B654D80D6@diesel.bestpractical.com> Message-ID: <20050106123124.BA4E.JOOPVANDEWEGE@mococo.nl> > From: Jesse Vincent > Subject: Re: [rt-users] can't create new user in RT3.2.2 > To: James Lee > Cc: Stephen Turner , rt-users at lists.bestpractical.com > > On Tue, Jan 04, 2005 at 01:18:45PM -0800, James Lee wrote: > > that did the trick. i replaced DBD::Oracle 1.16 with > > DBD::Oracle 1.15 and i can create new users now. > > thanks a lot for your help. > > jim > > I've gotten a testcase of the 1.16 bug down to the creation of a single > attachment, but not much further than that. I needed to buy new hardware > to run oracle, which is part of what's cause the slow progress. But > we're getting ever closer. Can I be of use? We are a software development company using Oracle exclusively and have quite a few instances of Oracle running of which atleast one can be used to test (92i). Further I have a separate apache/perl/rt test tree which I can use. Joop -- Joop van de Wege From luiz at eaprender.com.br Thu Jan 6 06:51:13 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Thu, 06 Jan 2005 09:51:13 -0200 Subject: [rt-users] Mail Gateway problems Message-ID: <41DD2631.9030308@eaprender.com.br> Hi, Im using a postgres table to control my aliases using postfix. How can I make the Mail Gateway of RT working with it ? Im getting this in maillog: Jan 4 20:56:50 moon postfix/pickup[28293]: 41646618D: uid=0 from= Jan 4 20:56:50 moon postfix/cleanup[28375]: 41646618D: message-id=<20050104225650.41646618D at moon.ibep.net> Jan 4 20:56:50 moon postfix/qmgr[3332]: 41646618D: from=, size=307, nrcpt=7 (queue active) Jan 4 20:56:50 moon postfix/qmgr[3332]: 41646618D: to=<--action at moon.ibep.net>, orig_to=, relay=none, delay=0, status=bounced (invalid recipient syntax: "--action at moon.ibep.net") Jan 4 20:56:50 moon postfix/qmgr[3332]: 41646618D: to=<--queue at moon.ibep.net>, orig_to=, relay=none, delay=0, status=bounced (invalid recipient syntax: "--queue at moon.ibep.net") Jan 4 20:56:50 moon postfix/qmgr[3332]: 41646618D: to=<--url at moon.ibep.net>, orig_to=, relay=none, delay=0, status=bounced (invalid recipient syntax: "--url at moon.ibep.net") Jan 4 20:56:50 moon postfix/local[28380]: 41646618D: to=, orig_to=, relay=local, delay=0, status=bounced (unknown user: "correspond") Jan 4 20:56:50 moon postfix/local[28381]: 41646618D: to=, orig_to=, relay=local, delay=0, status=bounced (unknown user: "general") Jan 4 20:56:50 moon postfix/local[28381]: 41646618D: to=<|/opt/rt3/bin/rt-mailgate at moon.ibep.net>, orig_to=, relay=local, delay=0, status=bounced (unknown user: "|/opt/rt3/bin/rt-mailgate") Jan 4 20:56:50 moon postfix/local[28382]: 41646618D: to=, orig_to=, relay=local, delay=0, status=bounced (unknown user: "http://localhost/") Jan 4 20:56:50 moon postfix/qmgr[3332]: 41646618D: removed =/ Regards, -- []'s Luiz Henrique Ozaki From Ruslan.Zakirov at acronis.com Thu Jan 6 08:28:41 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 06 Jan 2005 16:28:41 +0300 Subject: [rt-users] Recurring Login Problem In-Reply-To: <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> References: <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> Message-ID: <41DD3D09.3090800@acronis.com> I saw similar behaviour once if autohandler does some output to user before cookie work. May be you have some debug print commands in autohandler? Stephen Turner wrote: > Hello, > > I'm looking for ideas on a very strange problem. (This is on RT 3.2.2, > Oracle 9, fastcgi, solaris). > > The symptom is that you log in to RT, click on any link and you are > dumped back to the login screen. (Logging in again then puts you to the > page you requested).Every time you request a page, you have to go > through the login screen. > > I found the problem posted before, and people suggested playing with > browser cookie settings, but nobody reported the problem being solved. I > don't think browser settings are the answer - here's what I've learned: > > - the problem happens with these browser/OS combinations: > > MSIE 6 - Win XP sp2 > Firefox 0.9 - Win XP sp2 > Netscape 7 - Win XP sp2 > Mozilla - Solaris > > - the problem does NOT happen with Opera on Windows XP or Solaris. > > - The problem does not happen while connecting to other RT's we have set > up, including mysql, Oracle, mod_perl & fastcgi setups. That's why I > don't think the problem is a browser config problem. > > - Session tracking on the server is done with Apache::Session::File, and > for the problem connections, it appears that after login, the user > information is not being stored in the session file. This appears to be > the root of the problem, although I can't think why this would happen. > > - This may not be relevant, but I noticed that for problem connections > to the RT home page, autohandler seems to be called twice: once for > index.html, once for bplogo.gif. Successful (Opera) connections show > only a single call to autohandler, for index.html. > > So, any ideas? > > I'm particularly interested on hearing how the magic of storing the user > attributes in the session data is accomplished. And what might cause > this not to happen. > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > Information Services and Technology (IS&T) > > sturner at mit.edu > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Jan 6 08:57:11 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 06 Jan 2005 16:57:11 +0300 Subject: [rt-users] RT tuning problems In-Reply-To: References: <20050105134241.GD22193@chaka.net> Message-ID: <41DD43B7.5030202@acronis.com> Tomas A. P. Olaj wrote: > On the marvelous Wed, 5 Jan 2005, Todd Chapman wrote kindly to me ... > > >>I would try RT3.2.3rc1 and make sure that you have the latest >>DBIx::SearchBuilder. Don't forget to restart Apache... >> >>-Todd > > > Thanks, all You people for helping! > > We run RT3.2.1 (not sure if RT3.2.2 has better performance) and > DBIx::SearchBuilder 1.16, and still have problems with long history > tickets. Here you should start Debug&Profile: http://wiki.bestpractical.com/?Debug > > As for now, we greatly appreciate all responces and help, and our > conclusion from the latest responses is that the problem is RT itself > (the latest stable release)? Upcoming 3.4 series are a *lot* faster. You can copy you current setup and upgrade it to 3.4.0rc1 and see how it works for you. > > Is it faster to run FastCGI or modperl? We are currently testing to find > the optimal Apache dist to run. Autrijus said latest mod_perl2 and FastCGI works at the same speed, but MP2 has lower memory usage. > > cheers, > Tomas > > >>On Wed, Jan 05, 2005 at 09:46:08AM +0100, Tomas A. P. Olaj wrote: >> >>>This is written by our web-admin and Postgres DBA, Rafael Martinez, which >>>is not a member of this list, and forwarded to me: >>> >>>--> >>> >>>We are having performance problems in our RT (3.2.1) installation. >>> >>>Description: >>> >>>- If we try to display a ticket with a long history, it takes many >>>seconds before the webside is generated. (Ticket/Display.html?id=). >>>In some browsers (f.ex.IExplorer) the webside is not show until the >>>browser gets all the data. >>> >>>- The server is not busy and has plenty of idle resources. >>> >>>- We do not have problems with the database. It is not busy at all. Not >>>IO problems either. >>> >>>- apache uses 100% of cpu when Ticket/Display.html?id= is executed. >>>If we run strace, can we see a lot of "time(NULL)=xxxxxxxx" system >>>calls, in our case, around 86000. 177 sql queries are send to the >>>database and it takes 20 seconds between the first and the last sql >>>query are send to the database. >>> >>>- It looks like apache is in some idle/loop stage (time(NULL)=xxxxxxxx) >>>between sending and receiving data to/from the database. >>> >>>Our system: >>>- Red Hat Enterprise Linux WS release 3 (Taroon Update 4). >>>- kernel 2.4.21-20.ELsmp >>>- 4GB Ram >>>- 2 x Intel(R) Xeon(TM) CPU 2.40GHz. >>>- 2 x scsi 36GB 15K (raid 1) >>> >>>- We are running the webserver and the database in the same server. >>>- Database: PostgreSQL 7.3.5 >>>- Webserver: apache RH version: httpd-2.0.46-44.ent with >>>mod_perl_1.99_12 >>> >>>Anyone with the same problem? >>> >>>-- >>> Rafael Martinez, >>> Center for Information Technology Services >>> University of Oslo, Norway >>> >>>The problem is that our customer complains about the time it takes to load >>>a long ticket history, and this is a "show-stopper" for us. The latest >>>version of DBIx::SearchBuilder is also installed. >>> >>>-- >>>________________________________________________________________________ >>>Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso >>> University of Oslo / USIT (Center for Information Technology Services) >>> System- and Application Management / Applications Management Group >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From kchen at MIT.EDU Thu Jan 6 09:14:53 2005 From: kchen at MIT.EDU (Kevin Chen) Date: Thu, 06 Jan 2005 09:14:53 -0500 Subject: [rt-users] X.509 Support? In-Reply-To: <20050106070208.174F24D80C2@diesel.bestpractical.com> References: <20050106070208.174F24D80C2@diesel.bestpractical.com> Message-ID: <41DD47DD.7070409@mit.edu> > From: Robert Spier > >>> does rt3 support authentification via X.509 ssl client certificates? > > Using External Authentication, yes. > > For Apache 1 mod-ssl, you should be able to use SSLFakeBasicAuth. > > In Apache 2 it's SSLOptions +FakeBasicAuth > > Read the documentation for your webserver for more details. With Apache 2.0.51 or later, it's a bit more convenient to use the SSLUserName directive. For example, I have "SSLUserName SSL_CLIENT_S_DN_Email". See http://httpd.apache.org/docs-2.1/mod/mod_ssl.html#sslusername for details. -- Kevin Chen http://www.sneswhiz.com/ From jkikpole at cairodurham.org Thu Jan 6 09:36:33 2005 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 6 Jan 2005 09:36:33 -0500 Subject: [rt-users] Technician reports Message-ID: <5CB96940-5FF0-11D9-9DDD-000A95C01924@cairodurham.org> I've been asked to do something that can not end well, but.... My job wants to pull data from RT so as to list either the number of comments (not tickets) or the amount of time directly associated with each technician. For example, my desktop tech might own a ticket, but I add two comments (5 minutes and 15 minutes) and a reply (10 minutes) to it. I need to run a search that gives me credit for the 30 minutes that I put into that ticket and others. Is there a way to do that? Jaime From sturner at MIT.EDU Thu Jan 6 09:42:48 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Jan 2005 09:42:48 -0500 Subject: [rt-users] Recurring Login Problem In-Reply-To: <20050105220717.GV24460@bestpractical.com> References: <5.2.1.1.2.20050105165409.020dfda0@po14.mit.edu> <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105153254.020240a0@po14.mit.edu> <5.2.1.1.2.20050105160651.020aed10@po14.mit.edu> <5.2.1.1.2.20050105165409.020dfda0@po14.mit.edu> Message-ID: <5.2.1.1.2.20050106094147.0208f328@po14.mit.edu> At Wednesday 1/5/2005 05:07 PM, Jesse Vincent wrote: > > Now, I just noticed that this setup was installed against perl 5.8.0, > which > > raises a red flag - I'm going to have it reinstalled against 5.8.3 and > hope > > this issue just goes away. > >*nod* if not, we can dig deeper. Thanks for your time - I'll post back when we solve this in case anyone else runs into it. Steve From aharrison at gmail.com Thu Jan 6 10:28:41 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 6 Jan 2005 10:28:41 -0500 Subject: [rt-users] Mail Gateway problems In-Reply-To: <41DD2631.9030308@eaprender.com.br> References: <41DD2631.9030308@eaprender.com.br> Message-ID: On Thu, 06 Jan 2005 09:51:13 -0200, Luiz Henrique Ozaki wrote: > Hi, > > Im using a postgres table to control my aliases using postfix. How can I > make the Mail Gateway of RT working with it ? > > Im getting this in maillog: > It would be helpful to see the contents of the aliases table. -- Andy Harrison From damianburke at gmail.com Thu Jan 6 11:07:12 2005 From: damianburke at gmail.com (Damian) Date: Thu, 6 Jan 2005 10:07:12 -0600 Subject: [rt-users] Re: Technician reports (Jaime Kikpole) Message-ID: > My job wants to pull data from RT so as to list either the number of > comments (not tickets) or the amount of time directly associated with > each technician. For example, my desktop tech might own a ticket, but > I add two comments (5 minutes and 15 minutes) and a reply (10 minutes) > to it. I need to run a search that gives me credit for the 30 minutes > that I put into that ticket and others. > I have a similar report where on a per-user basis I total up their time worked of the last N number of days. Doesn't matter who owns the ticket. Here is the MySQL query: SELECT DATE_FORMAT(Transactions.Created, '%b %d, %Y') as tdate, Tickets.id, Tickets.Status, SUM(Transactions.TimeTaken), Tickets.Subject FROM Tickets, Users, Transactions WHERE Transactions.Creator = Users.id AND Users.Name='$userName' AND Transactions.Ticket = Tickets.id AND Transactions.TimeTaken > 0 AND DATE_FORMAT(Transactions.Created, '%Y-%m-%d') > DATE_SUB(CURDATE(), INTERVAL $intervalDB) GROUP BY tdate, Tickets.id ORDER BY tdate ASC, Tickets.id ASC Hope this helps, Damian From jkikpole at cairodurham.org Thu Jan 6 11:23:06 2005 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 6 Jan 2005 11:23:06 -0500 Subject: [rt-users] MySQL 4.1? Message-ID: <3EFA5E4A-5FFF-11D9-9DDD-000A95C01924@cairodurham.org> Does anyone know if an upgrade from MySQL 4.0.21 to 4.1.7 should have any complications? As far as RT goes, of course. :) Yes, I am RTFM-ing. (http://dev.mysql.com/doc/mysql/en/Upgrading-from-4.0.html) I just thought that I'd double check with people more experienced than myself. Thanks in advance, Jaime From doogles at doogles.com Thu Jan 6 11:37:07 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 6 Jan 2005 10:37:07 -0600 (CST) Subject: [rt-users] RT tuning problems In-Reply-To: References: <20050105134241.GD22193@chaka.net> Message-ID: Tomas-- I have found RT 3.2.3rc1 (not just RT 3.2.2) specifically, when combined with DBIx::SearchBuilder 1.15 or greater, increased performance with our "trouble tickets" 300%+. RT 3.4.0rc1 showed 20% gains on top of the above figures. I posted a few weeks ago with exact figures. Additionally, in my testing, I found negligable difference btween FastCGI and mod_perl. In our environment, I run Apache 1.3.33 with mod_perl 1.29. -jd On Thu, 6 Jan 2005, Tomas A. P. Olaj wrote: > On the marvelous Wed, 5 Jan 2005, Todd Chapman wrote kindly to me ... > >> I would try RT3.2.3rc1 and make sure that you have the latest >> DBIx::SearchBuilder. Don't forget to restart Apache... >> >> -Todd > > Thanks, all You people for helping! > > We run RT3.2.1 (not sure if RT3.2.2 has better performance) and > DBIx::SearchBuilder 1.16, and still have problems with long history > tickets. > > As for now, we greatly appreciate all responces and help, and our > conclusion from the latest responses is that the problem is RT itself > (the latest stable release)? > > Is it faster to run FastCGI or modperl? We are currently testing to find > the optimal Apache dist to run. > > cheers, > Tomas > >> On Wed, Jan 05, 2005 at 09:46:08AM +0100, Tomas A. P. Olaj wrote: >>> >>> This is written by our web-admin and Postgres DBA, Rafael Martinez, which >>> is not a member of this list, and forwarded to me: >>> >>> --> >>> >>> We are having performance problems in our RT (3.2.1) installation. >>> >>> Description: >>> >>> - If we try to display a ticket with a long history, it takes many >>> seconds before the webside is generated. (Ticket/Display.html?id=). >>> In some browsers (f.ex.IExplorer) the webside is not show until the >>> browser gets all the data. >>> >>> - The server is not busy and has plenty of idle resources. >>> >>> - We do not have problems with the database. It is not busy at all. Not >>> IO problems either. >>> >>> - apache uses 100% of cpu when Ticket/Display.html?id= is executed. >>> If we run strace, can we see a lot of "time(NULL)=xxxxxxxx" system >>> calls, in our case, around 86000. 177 sql queries are send to the >>> database and it takes 20 seconds between the first and the last sql >>> query are send to the database. >>> >>> - It looks like apache is in some idle/loop stage (time(NULL)=xxxxxxxx) >>> between sending and receiving data to/from the database. >>> >>> Our system: >>> - Red Hat Enterprise Linux WS release 3 (Taroon Update 4). >>> - kernel 2.4.21-20.ELsmp >>> - 4GB Ram >>> - 2 x Intel(R) Xeon(TM) CPU 2.40GHz. >>> - 2 x scsi 36GB 15K (raid 1) >>> >>> - We are running the webserver and the database in the same server. >>> - Database: PostgreSQL 7.3.5 >>> - Webserver: apache RH version: httpd-2.0.46-44.ent with >>> mod_perl_1.99_12 >>> >>> Anyone with the same problem? >>> >>> -- >>> Rafael Martinez, >>> Center for Information Technology Services >>> University of Oslo, Norway >>> >>> The problem is that our customer complains about the time it takes to load >>> a long ticket history, and this is a "show-stopper" for us. The latest >>> version of DBIx::SearchBuilder is also installed. >>> >>> -- >>> ________________________________________________________________________ >>> Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso >>> University of Oslo / USIT (Center for Information Technology Services) >>> System- and Application Management / Applications Management Group >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- > ________________________________________________________________________ > Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso > University of Oslo / USIT (Center for Information Technology Services) > System- and Application Management / Applications Management Group > From doogles at doogles.com Thu Jan 6 11:41:56 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 6 Jan 2005 10:41:56 -0600 (CST) Subject: [rt-users] MySQL 4.1? In-Reply-To: <3EFA5E4A-5FFF-11D9-9DDD-000A95C01924@cairodurham.org> References: <3EFA5E4A-5FFF-11D9-9DDD-000A95C01924@cairodurham.org> Message-ID: I have had no issues with MySQL 4.1.7. I too was coming from 4.0.21 (and .20, .19, .18, etc). We run RT 3.2.3rc1 however I've tested RT 3.4.0rc1 as well with the same MySQL 4.1 with success. -jd On Thu, 6 Jan 2005, Jaime Kikpole wrote: > Does anyone know if an upgrade from MySQL 4.0.21 to 4.1.7 should have > any complications? As far as RT goes, of course. :) > > Yes, I am RTFM-ing. > (http://dev.mysql.com/doc/mysql/en/Upgrading-from-4.0.html) I just thought > that I'd double check with people more experienced than myself. > > Thanks in advance, > Jaime > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From les at futuresource.com Thu Jan 6 11:58:25 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 06 Jan 2005 10:58:25 -0600 Subject: [rt-users] RT tuning problems In-Reply-To: References: <20050105134241.GD22193@chaka.net> Message-ID: <1105030705.14796.12.camel@moola.futuresource.com> On Thu, 2005-01-06 at 10:37, Jason A. Diegmueller wrote: > Additionally, in my testing, I found negligable difference btween FastCGI and > mod_perl. In our environment, I run Apache 1.3.33 with mod_perl 1.29. Thanks for mentioning your results. Did you happen to shake out minimal or optimal numbers of fastcgi processes to start for best performance? -- Les Mikesell les at futuresource.com From sven.sternberger at desy.de Thu Jan 6 12:05:05 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 06 Jan 2005 18:05:05 +0100 Subject: [rt-users] Urgent Problem with CachedGroupMembers Message-ID: <41DD6FC1.9010401@desy.de> RT: 3.0.12 mysql: 4.0.22 Hello! since we restarted our RT it get VERY slow. When I look at the mysql proccesses ther are about 20 processes like: SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 438260)) this proccess last only a few seconds but it will be often repeated. I counted about 6500 lines per GroupId in the log There is no Group with the id '438260'. And we have about 1.3 millions rows in CachedGroupMembers. Groups:233666 Users:23717 And so I think the real question is how get I rid of all the old CachedGroupMembers rows. in the mysql log I see (here it is 438346): SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = '437242' SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = '437242' INSERT INTO GroupMembers (GroupId, MemberId) VALUES ('438346', '437242') INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, ImmediateParentId, Disabled) VALUES ('438346', '0', '437242', '438346', '0') SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 438346)) SELECT * FROM Principals WHERE id = '438346' INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, ImmediateParentId, Disabled) VALUES ('438346', '1310816', '437242', '438346', '0') SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = '35874' SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = '35874' INSERT INTO GroupMembers (GroupId, MemberId) VALUES ('438346', '35874') INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, ImmediateParentId, Disabled) VALUES ('438346', '0', '35874', '438346', '0') SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 438346)) SELECT * FROM Principals WHERE id = '438346' 6 Query INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, ImmediateParentId, Disabled) VALUES ('438346', '1310816', '35874', '438346', '0') hope there is somebody out there who can help otherwise I think our user/admins will be very unpleasent to me. bets regards! From Ruslan.Zakirov at acronis.com Thu Jan 6 12:47:05 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 06 Jan 2005 20:47:05 +0300 Subject: [rt-users] Urgent Problem with CachedGroupMembers In-Reply-To: <41DD6FC1.9010401@desy.de> References: <41DD6FC1.9010401@desy.de> Message-ID: <41DD7999.8010805@acronis.com> In mysql shell run: SHOW KEYS FROM CachedGroupMembers; this will show all indexes on that table. And you can create next INDEX: CREATE INDEX CacheMemId ON CachedGroupMembers(MemberId); We have this index for a long time, has this problem too. Also turn on mysql slow queries log: http://wiki.bestpractical.com/?Debug Sven Sternberger wrote: > RT: 3.0.12 > mysql: 4.0.22 > > Hello! > > since we restarted our RT it get VERY slow. When > I look at the mysql proccesses ther are about 20 processes > like: > > SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = > 438260)) > > this proccess last only a few seconds but it will be often > repeated. I counted about 6500 lines per GroupId in the log > > There is no Group with the id '438260'. And we have about > 1.3 millions rows in CachedGroupMembers. > Groups:233666 > Users:23717 > > And so I think the real question > is how get I rid of all the old CachedGroupMembers rows. > > in the mysql log I see (here it is 438346): > > SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = > '437242' > SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = > '437242' > INSERT INTO GroupMembers (GroupId, MemberId) VALUES ('438346', '437242') > INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, > ImmediateParentId, Disabled) VALUES ('438346', '0', '437242', '438346', > '0') > > SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = > 438346)) > SELECT * FROM Principals WHERE id = '438346' > INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, > ImmediateParentId, Disabled) VALUES ('438346', '1310816', '437242', > '438346', '0') > > SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = '35874' > SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = '35874' > INSERT INTO GroupMembers (GroupId, MemberId) VALUES ('438346', '35874') > INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, > ImmediateParentId, Disabled) VALUES ('438346', '0', '35874', '438346', '0') > > SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = > 438346)) > SELECT * FROM Principals WHERE id = '438346' > 6 Query > INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, > ImmediateParentId, Disabled) VALUES ('438346', '1310816', '35874', > '438346', '0') > > hope there is somebody out there who can help otherwise I think > our user/admins will be very unpleasent to me. > > > bets regards! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Jan 6 13:20:44 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 06 Jan 2005 21:20:44 +0300 Subject: [rt-users] Urgent Problem with CachedGroupMembers In-Reply-To: <41DD7999.8010805@acronis.com> References: <41DD6FC1.9010401@desy.de> <41DD7999.8010805@acronis.com> Message-ID: <41DD817C.6010104@acronis.com> sent this to rt-bugs@ Ruslan U. Zakirov wrote: > In mysql shell run: SHOW KEYS FROM CachedGroupMembers; > this will show all indexes on that table. > > And you can create next INDEX: > CREATE INDEX CacheMemId ON CachedGroupMembers(MemberId); > > We have this index for a long time, has this problem too. > > Also turn on mysql slow queries log: > http://wiki.bestpractical.com/?Debug > > Sven Sternberger wrote: > >> RT: 3.0.12 >> mysql: 4.0.22 >> >> Hello! >> >> since we restarted our RT it get VERY slow. When >> I look at the mysql proccesses ther are about 20 processes >> like: >> >> SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = >> 438260)) >> >> this proccess last only a few seconds but it will be often >> repeated. I counted about 6500 lines per GroupId in the log >> >> There is no Group with the id '438260'. And we have about >> 1.3 millions rows in CachedGroupMembers. >> Groups:233666 >> Users:23717 >> >> And so I think the real question >> is how get I rid of all the old CachedGroupMembers rows. >> >> in the mysql log I see (here it is 438346): >> >> SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = >> '437242' >> SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = >> '437242' >> INSERT INTO GroupMembers (GroupId, MemberId) VALUES ('438346', '437242') >> INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, >> ImmediateParentId, Disabled) VALUES ('438346', '0', '437242', >> '438346', '0') >> >> SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = >> 438346)) >> SELECT * FROM Principals WHERE id = '438346' >> INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, >> ImmediateParentId, Disabled) VALUES ('438346', '1310816', '437242', >> '438346', '0') >> >> SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = >> '35874' >> SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = >> '35874' >> INSERT INTO GroupMembers (GroupId, MemberId) VALUES ('438346', '35874') >> INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, >> ImmediateParentId, Disabled) VALUES ('438346', '0', '35874', '438346', >> '0') >> >> SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = >> 438346)) >> SELECT * FROM Principals WHERE id = '438346' >> 6 Query >> INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, >> ImmediateParentId, Disabled) VALUES ('438346', '1310816', '35874', >> '438346', '0') >> >> hope there is somebody out there who can help otherwise I think >> our user/admins will be very unpleasent to me. >> >> >> bets regards! >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From luiz at eaprender.com.br Thu Jan 6 13:22:31 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Thu, 06 Jan 2005 16:22:31 -0200 Subject: [rt-users] Mail Gateway problems Message-ID: <41DD81E7.4030206@eaprender.com.br> Andy Harrison wrote: >On Thu, 06 Jan 2005 09:51:13 -0200, Luiz Henrique Ozaki > wrote: > > >>Hi, >> >>Im using a postgres table to control my aliases using postfix. How can I >>make the Mail Gateway of RT working with it ? >> >>Im getting this in maillog: >> >> >> > >It would be helpful to see the contents of the aliases table. > > > > postfix=> select * from alias WHERE address='rt'; address | goto | domain | created | modified | active ---------+---------------------------------------------------------------------------------------------+----------+-------------------------------+-------------------------------+-------- rt | |/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/ | ibep.net | 2005-01-04 11:42:57.176243-02 | 2005-01-04 11:42:57.176243-02 | t (1 row) -- []'s Luiz Henrique Ozaki -------------- next part -------------- An HTML attachment was scrubbed... URL: From doogles at doogles.com Thu Jan 6 13:28:07 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 6 Jan 2005 12:28:07 -0600 (CST) Subject: [rt-users] RT tuning problems In-Reply-To: <1105030705.14796.12.camel@moola.futuresource.com> References: <20050105134241.GD22193@chaka.net> <1105030705.14796.12.camel@moola.futuresource.com> Message-ID: >> Additionally, in my testing, I found negligable difference btween FastCGI and >> mod_perl. In our environment, I run Apache 1.3.33 with mod_perl 1.29. > > Thanks for mentioning your results. Did you happen to shake out minimal > or optimal numbers of fastcgi processes to start for best performance? I found the results so similar, I don't believe I even recorded them for posterity. Sorry. -jd From lmw94002 at hotmail.com Thu Jan 6 15:04:46 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Thu, 06 Jan 2005 15:04:46 -0500 Subject: [rt-users] Error during compilation of /opt/rt3/share/html/Tools/Offline.html Message-ID: Error when I click Tools in RT web browser error: Error during compilation of /opt/rt3/share/html/Tools/Offline.html: Weak references are not implemented in the version of perl at /opt/rt3/lib/RT/Action/Generic.pm line 70 BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Action/Generic.pm line 70. I upgraded from Perl 5.8.0 to 5.8.5 prior to RT installation. Did i miss someting or is it an issue w/ the version itself? From jesse at bestpractical.com Thu Jan 6 15:22:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Jan 2005 15:22:19 -0500 Subject: [rt-users] Error during compilation of /opt/rt3/share/html/Tools/Offline.html In-Reply-To: References: Message-ID: <20050106202219.GR24460@bestpractical.com> On Thu, Jan 06, 2005 at 03:04:46PM -0500, Mathew Walker wrote: > Error when I click Tools in RT web browser > > error: Error during compilation of /opt/rt3/share/html/Tools/Offline.html: > Weak references are not implemented in the version of perl at > /opt/rt3/lib/RT/Action/Generic.pm line 70 > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Action/Generic.pm line > 70. > > I upgraded from Perl 5.8.0 to 5.8.5 prior to RT installation. Did i miss > someting or is it an issue w/ the version itself? A little bit of googling goes a long way http://64.233.161.104/search?q=cache:S-jANdTEEB0J:www.xmltwig.com/xmltwig/XML-Twig-FAQ.html+Weak+references+are+not+implemented+in+the+version+of+perl+at&hl=en > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From lmw94002 at hotmail.com Thu Jan 6 15:31:29 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Thu, 06 Jan 2005 15:31:29 -0500 Subject: [rt-users] Error during compilation of /opt/rt3/share/html/Tools/Offline.html In-Reply-To: <20050106202219.GR24460@bestpractical.com> Message-ID: I have seen this reference to reinstalling, and I have installed the latest Scalar::Util module by hand. Actually had to do this to solve some other issues I had, but I still get the error below. >On Thu, Jan 06, 2005 at 03:04:46PM -0500, Mathew Walker wrote: > > Error when I click Tools in RT web browser > > > > error: Error during compilation of >/opt/rt3/share/html/Tools/Offline.html: > > Weak references are not implemented in the version of perl at > > /opt/rt3/lib/RT/Action/Generic.pm line 70 > > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Action/Generic.pm >line > > 70. > > > > I upgraded from Perl 5.8.0 to 5.8.5 prior to RT installation. Did i >miss > > someting or is it an issue w/ the version itself? > >A little bit of googling goes a long way >http://64.233.161.104/search?q=cache:S-jANdTEEB0J:www.xmltwig.com/xmltwig/XML-Twig-FAQ.html+Weak+references+are+not+implemented+in+the+version+of+perl+at&hl=en > From jec at rptec.ch Thu Jan 6 15:54:08 2005 From: jec at rptec.ch (Jean-Eric) Date: Thu, 06 Jan 2005 21:54:08 +0100 Subject: [rt-users] Method unimplemented Message-ID: <41DDA570.7090202@rptec.ch> Hi, We run RT 3.2.2 and when I make the simple Query: "Content like 'DreamWeaver'" RT crashes with an Unimplemented RT::Attribute::Name method: 457: else { 458: my ($package, $filename, $line); 459: ($package, $filename, $line) = caller; 460: 461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 462: } 463: 464: } 465: ... code stack: /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:99 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:91 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:106 /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:137 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObjects:58 /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 /opt/rt-3.2.2-iris.ch/share/html/autohandler:221 Can anyone help me? Thanks in advance. -jec -- Jean-Eric Cuendet Riskpro Technologies SA Av du 14 avril 1b, 1020 Renens Switzerland Principal: +41 21 637 0110 Fax: +41 21 637 01 11 Direct: +41 21 637 0123 E-mail: jean-eric.cuendet at rptec.ch http://www.rptec.ch -------------------------------------------------------- From rmroland at indiana.edu Thu Jan 6 16:36:33 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Thu, 6 Jan 2005 16:36:33 -0500 Subject: [rt-users] Unable to convert MIME messages to ticket Message-ID: First some system notes: RT 3.2.1 Perl 5.8.5 Apache 1.3.33 - mod_perl 1.27 Postfix 2.1.5 I am creating an instance of RT and when I send an HTML format message to the box, I get the following error in postfix: Jan 6 15:23:10 [postfix/local] 6FA72363E: to=, relay=local, delay=3, 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

>>valign="top"> >>size="-2">...  >>valign="top" nowrap="nowrap">
>>nowrap="nowrap" align="left" valign="top">175:  >>align="left" valign="top" nowrap="nowrap"> unless (eval "require > >>'$concrete_path';") {
>>nowrap="nowrap" align="left" valign="top">176:  >>align="left" valign="top" nowrap="nowrap"> re > >> > >> > >>-- > >>Daniel Jimenez > >>Protexus Solutions > >>djimenez[at]protexus[dot]net > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > >> > > > > > > -- > Daniel Jimenez > Protexus Solutions > djimenez[at]protexus[dot]net > -- From lists at flothow.de Tue Jan 4 02:51:34 2005 From: lists at flothow.de (Sebastian Flothow) Date: Tue, 4 Jan 2005 08:51:34 +0100 Subject: [rt-users] Issue with HTML and outlook email client [sorry if this duplicates] In-Reply-To: <41D9CFBB.7080006@protexus.net> References: <41D9CFBB.7080006@protexus.net> Message-ID: <7453D102-5E25-11D9-BCFC-000393B2BB20@flothow.de> Am 4. Jan 2005 um 00:05 Uhr schrieb Daniel Jimenez: > Can't locate object method "init" via package > "MIME::Decoder::QuotedPrint" at > /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line 179. So maybe your MIME::Decoder is outdated or broken? Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From stephen at jadevine.org.uk Tue Jan 4 04:20:42 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Tue, 4 Jan 2005 09:20:42 +0000 Subject: [rt-users] Running RT on Debian (Sarge) In-Reply-To: <88EE31A8-5DD5-11D9-8A19-0003930D3626@genome.chop.edu> References: <1E400555153D82468A9D54BEED3BD8E90DF9C1@server.QuarkIT.local> <88EE31A8-5DD5-11D9-8A19-0003930D3626@genome.chop.edu> Message-ID: <20050104092041.GA2664@computing-services.oxford.ac.uk> On Mon, Jan 03, 2005 at 05:19:29PM -0500, Kevin Murphy wrote: > On Jan 3, 2005, at 4:41 PM, Quark IT - Hilton Travis wrote: > >>Yes, and I'm sure not the only one. there're debian > >>packages available running right away from "apt-get > >>install request-tracker3" but I use apache 1.3 not > >>apache2; might be at least a point to start.. I > >>remember there were some problems with apache2. I am not aware of there being any problems with apache2 currently. > >Joel Johnson pointed out to me earlier that there's a > >"request-tracker3.2" package for Sarge that would be more appropriate. > >At least until 3.4 gets released, that is. :) > > request-tracker3.2 is only in unstable/sid, not testing/sarge, though. It is very easy to take the request-tracker3.2 package from sid and put it onto a sarge box if you wish. All the dependencies will be satisfied, you will just need to install rt3.2-clients along with it using dpkg. > I have successfully installed the request-tracker3 package (RT 3.0.12) > on debian sarge using the regular (1.3) apache package. The install > was smoother than installing RT from source, which I have done a few > times on Mac OS X. That being said, it seems that the debian install > could be automated a bit more (but maybe there are good reasons why it > hasn't been?) The main reason the install/config process has not been more automated with something like debconf is a lack of spare time. It's not too hard to write a debconf script, it's harder to write a good one that doesn't break anyone's system. > I'd be psyched to use request-tracker3.2, but I'd rather wait until it > is in sarge. My current plan is that request-tracker3.2 will never go into Sarge. Once RT3.4 is out I will package and upload that and aim for RT3.2 to be removed completely from the archive. There will be a smooth upgrade path from 3.0 to 3.4 provided. That way I will still only be maintaining two packages. > > The official package dependencies at debian.org indicate that > request-tracker3 can use either apache or apache2, but > request-tracker3.2 doesn't show the optional apache2 dependency for > some reason. > The request-tracker3 package depends on "apache | httpd" and apache2 satisfies the virtual package 'httpd' part. request-tracker3 is more explicit about its dependencies. Stephen -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From all-my-lists at derman.com Tue Jan 4 05:13:36 2005 From: all-my-lists at derman.com (B. Derman) Date: Tue, 4 Jan 2005 02:13:36 -0800 Subject: [rt-users] Is RT 3.x on unmodified OS X 10.3.x possible? Message-ID: Has anyone been able to "natively" install a 3.x version of RT on a "native" Mac OS X 10.3.x (I'm at 10.3.7) without having to update Perl and compile your own apache, etc.? I was unable to find any indication of an install on unmodified OS X in the archives. I know that there's a risk with attachments, but we don't attach any (binary) files and only use English, so I assume we'd be at minimal risk with OS X's Perl 5.8.1 and the DSO mod_perl given that OS X's Perl is now using a multi-threaded model (or maybe that's too much of a leap). Our use is very low-volume and quite specific, so I'm willing to take some risk. I gave a quick RT 3.2.2 install attempt, but received compile errors, so thought I'd see whether this is a known waste of time before going further. I currently have 3.0.3 installed, but can't afford the Herculean effort and associated time it took to get that version up 'n running on OS X 10.2.x. -- ----------------------------------------------- Bryan Derman Derman Enterprises Incorporated http://www.derman.com/ From rt at chaka.net Tue Jan 4 08:35:23 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 4 Jan 2005 08:35:23 -0500 Subject: [rt-users] Is RT 3.x on unmodified OS X 10.3.x possible? In-Reply-To: References: Message-ID: <20050104133523.GA22193@chaka.net> Compile errors? What is there to compile? Do you mean Perl or Apache? If you want to install RT quick and dirty, you could try running the standalone_httpd in $RT_HOME/bin -Todd On Tue, Jan 04, 2005 at 02:13:36AM -0800, B. Derman wrote: > Has anyone been able to "natively" install a 3.x version of RT on a > "native" Mac OS X 10.3.x (I'm at 10.3.7) without having to update Perl > and compile your own apache, etc.? I was unable to find any indication > of an install on unmodified OS X in the archives. > > I know that there's a risk with attachments, but we don't attach any > (binary) files and only use English, so I assume we'd be at minimal risk > with OS X's Perl 5.8.1 and the DSO mod_perl given that OS X's Perl is now > using a multi-threaded model (or maybe that's too much of a leap). Our > use is very low-volume and quite specific, so I'm willing to take some > risk. > > I gave a quick RT 3.2.2 install attempt, but received compile errors, so > thought I'd see whether this is a known waste of time before going > further. I currently have 3.0.3 installed, but can't afford the > Herculean effort and associated time it took to get that version up 'n > running on OS X 10.2.x. > -- > ----------------------------------------------- > Bryan Derman Derman Enterprises Incorporated > http://www.derman.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From koos at kzdoos.xs4all.nl Tue Jan 4 09:21:55 2005 From: koos at kzdoos.xs4all.nl (Koos van den Hout) Date: Tue, 4 Jan 2005 15:21:55 +0100 Subject: [rt-users] bug making tickets revert to owner 'nobody' Message-ID: <20050104142155.GA29927@kzdoos.xs4all.nl> (Bcc: to rt-bugs) I received a complaint that RT was reverting tickets to owner 'nobody' on replying to a ticket via a certain path. I dug around and I think I have found the source, a bit of a problem the way Tickets/Update.html calls Elements/SelectOwner and doesn't set the default the way SelectOwner likes it which makes the selector revert to 'Nobody' as default (being the first choice). I made local versions of those two files which seem to fix the problem (I asked the local users to test it). I'm not convinced this is the 'clean' or 'right' way to fix this problem, but it works for us at the moment. It looks like the interface to Elements/SelectOnwer is in a bit of change, making things confused. Patches attached. Koos van den Hout -- Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) Fax +31-30-2817051 Camp Wireless, wireless Internet access /\\ http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ _\_V -------------- next part -------------- --- share/html/Elements/SelectOwner 2004-07-29 02:08:11.000000000 +0200 +++ local/html/Elements/SelectOwner 2005-01-04 14:59:35.000000000 +0100 @@ -49,7 +49,9 @@ %} %while ( my $User = $Users->Next()) { +% if ($User->Id != $DefaultValue){ +% } %} @@ -80,6 +82,6 @@ $Default => undef $User => undef $TicketObj => undef -$DefaultValue => 1 +$DefaultValue => undef $DefaultLabel => "-" -------------- next part -------------- --- share/html/Ticket/Update.html 2004-07-29 02:08:11.000000000 +0200 +++ local/html/Ticket/Update.html 2005-01-04 15:04:20.000000000 +0100 @@ -60,7 +60,7 @@ <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->Status), Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&> <&|/l&>Owner: -<& /Elements/SelectOwner, Name=>"Owner", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->OwnerObj->Name()), QueueObj => $TicketObj->QueueObj, TicketObj => $TicketObj, Default => $ARGS{'Owner'} &> +<& /Elements/SelectOwner, Name=>"Owner", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->OwnerObj->Name()), QueueObj => $TicketObj->QueueObj, TicketObj => $TicketObj, Default => ($ARGS{'Owner'} || $TicketObj->OwnerObj->Id()), DefaultValue => ($ARGS{'Owner'} || $TicketObj->OwnerObj->Id()) &> <&|/l&>Worked: <&|/l&>minutes
> <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->Status), Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&> > <&|/l&>Owner: > -<& /Elements/SelectOwner, Name=>"Owner", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->OwnerObj->Name()), QueueObj => $TicketObj->QueueObj, TicketObj => $TicketObj, Default => $ARGS{'Owner'} &> > +<& /Elements/SelectOwner, Name=>"Owner", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->OwnerObj->Name()), QueueObj => $TicketObj->QueueObj, TicketObj => $TicketObj, Default => ($ARGS{'Owner'} || $TicketObj->OwnerObj->Id()), DefaultValue => ($ARGS{'Owner'} || $TicketObj->OwnerObj->Id()) &> > <&|/l&>Worked: <&|/l&>minutes
> <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->Status), Default => $ARGS{'Status'} || ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&> > <&|/l&>Owner: > -<& /Elements/SelectOwner, Name=>"Owner", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->OwnerObj->Name()), QueueObj => $TicketObj->QueueObj, TicketObj => $TicketObj, Default => $ARGS{'Owner'} &> > +<& /Elements/SelectOwner, Name=>"Owner", DefaultLabel => loc("[_1] (Unchanged)", $TicketObj->OwnerObj->Name()), QueueObj => $TicketObj->QueueObj, TicketObj => $TicketObj, Default => ($ARGS{'Owner'} || $TicketObj->OwnerObj->Id()), DefaultValue => ($ARGS{'Owner'} || $TicketObj->OwnerObj->Id()) &> > <&|/l&>Worked: <&|/l&>minutes
error:  Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder.pm line 179.
context:  On Fri, 14 Jan 2005 11:33:49 -0500, Scott Thomson wrote: > Hey Folks, > I know for most people the or yy/mm/dd date format makes perfect sense, > but I'm wondering if there is a way to add some text to the right of the > date fields to remind folks what format they should be using when > updating the date fields, or to reduce clutter a ? mark linked to an > date format popup tutorial could be placed next to the field. > Is this already in the works or part of versions higher than 3.2.0? > We're currently on RT 3.2.0 on RHEL. > Scott > > ------------------------------------------------------------------------ From tomisilori at yahoo.co.uk Fri Jan 14 12:38:31 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Fri, 14 Jan 2005 17:38:31 +0000 (GMT) Subject: [rt-users] Custom fields In-Reply-To: Message-ID: <20050114173831.42618.qmail@web26607.mail.ukl.yahoo.com> Please where does the values for the custom fields come from? I have created the custom field from the web-interface and it is displayed when i want to create a new ticket but with no values. I want the custom field to display these values: east, north and west but i don't know how to get the values in and also, i want the user to be able to select only one value at a time. please any form of assitance would be highly appreciated. Thanks everyone. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.stoffel at taec.toshiba.com Fri Jan 14 14:32:56 2005 From: john.stoffel at taec.toshiba.com (John Stoffel) Date: Fri, 14 Jan 2005 14:32:56 -0500 Subject: [rt-users] Adding a CustomField to QuickCreate Message-ID: <16872.7784.374342.765466@jfslinux.taec.toshiba.com> Does anyone know the trick to adding a custom field dropdown to the /Elements/QuickCreate web form? I'm trying to pull in and use the /Elements/SelectCustomFieldValue code to use that to figure out which CustomField (I've got two defined) to pull in. My CustomField is just a bunch of location codes, so I'd like to be able to put that into the QuickCreate script right up front. I'm trying: But it's not working, it keeps throwing an exception back at me, as shown below. I've tried using 'Name' => 'Location' instead, but the same type of error. Thanks, John John Stoffel - Senior Staff Systems Administrator - System LSI Group Toshiba America Electronic Components, Inc. - http://www.toshiba.com/taec john.stoffel at taec.toshiba.com - 508-486-1087 --------------------------------------------------------------------------- Subject: Queue: Location: System error error: Can't locate object method "Type" via package "Location" (perhaps you forgot to load "Location"?) at /var/lib/rt3/share/html/Elements/SelectCustomFieldValue line 47. context: ... 43: %# those contributions and any derivatives thereof. 44: %# 45: %# }}} END BPS TAGGED BLOCK 46: <& /Elements/Callback, %ARGS &> 47: % if ($CustomField->Type =~ /Select/i) { 48: % my $values = $CustomField->Values; 49:
... 
175:  unless (eval "require '$concrete_path';") {
176:  From jesse at bestpractical.com Thu Jan 6 16:43:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Jan 2005 16:43:25 -0500 Subject: [rt-users] Unable to convert MIME messages to ticket In-Reply-To: References: Message-ID: <20050106214325.GY24460@bestpractical.com> On Thu, Jan 06, 2005 at 04:36:33PM -0500, Roland, Ryan M wrote: > First some system notes: > > > > RT 3.2.1 > > Perl 5.8.5 > > Apache 1.3.33 > > - mod_perl 1.27 > > Postfix 2.1.5 > > > > I am creating an instance of RT and when I send an HTML format message > to the box, I get the following error in postfix: What version of MIME::Tools are you running? From rmroland at indiana.edu Thu Jan 6 16:44:00 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Thu, 6 Jan 2005 16:44:00 -0500 Subject: [rt-users] Unable to convert MIME messages to ticket Message-ID: MIME::Tools is 5.415 -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, January 06, 2005 4:43 PM To: Roland, Ryan M Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unable to convert MIME messages to ticket On Thu, Jan 06, 2005 at 04:36:33PM -0500, Roland, Ryan M wrote: > First some system notes: > > > > RT 3.2.1 > > Perl 5.8.5 > > Apache 1.3.33 > > - mod_perl 1.27 > > Postfix 2.1.5 > > > > I am creating an instance of RT and when I send an HTML format message > to the box, I get the following error in postfix: What version of MIME::Tools are you running? From rmroland at indiana.edu Thu Jan 6 18:08:09 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Thu, 6 Jan 2005 18:08:09 -0500 Subject: [rt-users] Unable to convert MIME messages to ticket Message-ID: Ok, after some in-depth investigation (as much as I can since I don't know much about PERL's environment structure) I have made the following hypothesis: Facts: - I'm installing this on Gentoo - Gentoo ebuild of RT (v3.2.1) requires MIME-tools ebuild >= 5.411 - MIME-tools is considered stable (x86) at 5.415, so this version is installed - MIME-tools has a dependency for another ebuild called MIME-Base64 - MIME-tools 5.415 requires MIME-Base64 v3.05 or greater - MIME-tools 5.411 simply requires ANY stable version of MIME-Base64 - Latest stable version of MIME-Base64 is just 3.00 Hypotheses/Theories: - MIME-Base64 v3.05 brings in a conflicting version of a module which RT uses (didn't pin down which one, but suspect MIME::QuotedPrint or MIME::Decoder::QuotedPrint) - New module overrides RT's expected module version, but it handles things differently Results: - RT 3.2.1 gets confused by unexpected structure/behavior and throws a fit - This is all in the MIME parsing/decoding section, so plain-text emails are not effected I am playing around with rolling back to MIME-Base64 v3.00 and MIME-Tools 5.11 Wanted to get what I have so far out there in case someone can confirm/deny/explain what I'm seeing. Let me know if there is anything else >MIME::Tools is 5.415 >>On Thu, Jan 06, 2005 at 04:36:33PM -0500, Roland, Ryan M wrote: >>> First some system notes: >>> >>> >>> >>> RT 3.2.1 >>> >>> Perl 5.8.5 >>> >>> Apache 1.3.33 >>> >>> - mod_perl 1.27 >>> >>> Postfix 2.1.5 >>> >>> >>> >>> I am creating an instance of RT and when I send an HTML format message >>> to the box, I get the following error in postfix: >>What version of MIME::Tools are you running? From jesse at bestpractical.com Thu Jan 6 18:34:54 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Jan 2005 18:34:54 -0500 Subject: [rt-users] Unable to convert MIME messages to ticket In-Reply-To: References: Message-ID: <20050106233454.GB24460@bestpractical.com> On Thu, Jan 06, 2005 at 06:08:09PM -0500, Roland, Ryan M wrote: > Ok, after some in-depth investigation (as much as I can since I don't > know much about PERL's environment structure) I have made the following > hypothesis: MIME-Tools 5.415 is broken. That's why 5.416 was recently released. Please upgrade From jreeder at minutemenu.com Thu Jan 6 21:40:23 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Thu, 6 Jan 2005 20:40:23 -0600 Subject: [rt-users] Users only allowed to see their own tickets within a queue Message-ID: I'm terribly sorry if this is a very trivial question. I'd like to set up permissions for a user such that he is only able to see tickets that he created, so I suppose, tickets for which he is the Requestor. I granted the user ShowTicket and CreateTicket rights for the queue in question, but without SeeQueue, he was unable to even create a new ticket since he was unable to see the queue (the drop down list of queues just came up empty). If I give the user SeeQueue rights, then he can see all tickets in that queue. What am I missing? Thanks a bunch, Jonathan Reeder -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Jan 7 00:05:45 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 00:05:45 -0500 Subject: [rt-users] Unable to convert MIME messages to ticket In-Reply-To: References: Message-ID: <20050107050545.GF24460@bestpractical.com> On Thu, Jan 06, 2005 at 04:44:00PM -0500, Roland, Ryan M wrote: > MIME::Tools is 5.415 Please upgrade to 5.416 From sivan.deray at net-aptitude.fr Fri Jan 7 04:01:21 2005 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Fri, 7 Jan 2005 10:01:21 +0100 Subject: [rt-users] Opened ticket sending email without any action Message-ID: <4E13BD0442DACA4D9606CAD98924F09A1F4F61@srv-nap-atlas-1.net-aptitude.fr> Hi I'm using RT 3.0.10 on a redhat box. here is my request: I opened a ticket 2 weeks ago, and i'm receiving a comment on this ticket (with all the attachement done when i created it) about 4 or 5 time a day without any action on this ticket ... any idea ? thanks for helping us From Joerg.Jacobsen at ee-consultants.de Fri Jan 7 04:24:22 2005 From: Joerg.Jacobsen at ee-consultants.de (=?iso-8859-1?Q?=22Jacobsen=2C_J=F6rg=22?=) Date: Fri, 7 Jan 2005 10:24:22 +0100 Subject: [rt-users] German localization of RT 3.2.2 Message-ID: <0948B33B7003EB4B9AAA429564486192011D3CDA@mail.ee-consultants.de> Happy new year to everybody. We recently updated to RT 3.2.2 and encounter some untranslated strings in the web gui. Even basic menu entries like "Show Results" or "New Query" show up in english. Did we do something wrong or is there still a demand for further german localization of strings? If the latter is true I'd be willing to do the job. Regards, Joerg Jacobsen. From johnp at fmgsupport.com Fri Jan 7 05:46:05 2005 From: johnp at fmgsupport.com (John Parker) Date: Fri, 7 Jan 2005 10:46:05 -0000 Subject: [rt-users] Is RT 3.x on unmodified OS X 10.3.x possible? Message-ID: I haven't tried to use the native apache, but there are one or two things that I came across that may save you some trouble: 1. One of the perl modules XML::RSS I think, has a dependency on libexpat which isn't present on a standard install of panther and has to be manually added. 2. Apache::request / libapreq requires a two step install under OS X, probably, ;-) - The docs refer to libapreq 1.1 - current = 1.3 see README in the libapreq distribution. 3. If you are using MySQL make sure that /path/to/mysql_config is included in your path - a nast glitch here is that if you use a symlink to achieve this it will return incorrect values. (Using MySQL 4.1.7. OS X installer) Modify your path statement to include the actual directory instead. Without this, and some --with this --with that options DBI::MySQL will not pass make test. 4. Mac OS X has postfix installed but not active by default. You can enable it courtesy of this chap: http://www.reitter-it-media.de/software/osxpostfix.html I am still investigating RT on OS X but have elected to start again from scratch. I think it may well be easier to commit heresy (Enable the root user.) and do everything as root rather than using sudo, particularly when using CPAN. Regards John -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of B. Derman Sent: 04 January 2005 10:14 To: rt-users at lists.fsck.com Subject: [rt-users] Is RT 3.x on unmodified OS X 10.3.x possible? Has anyone been able to "natively" install a 3.x version of RT on a "native" Mac OS X 10.3.x (I'm at 10.3.7) without having to update Perl and compile your own apache, etc.? I was unable to find any indication of an install on unmodified OS X in the archives. I know that there's a risk with attachments, but we don't attach any (binary) files and only use English, so I assume we'd be at minimal risk with OS X's Perl 5.8.1 and the DSO mod_perl given that OS X's Perl is now using a multi-threaded model (or maybe that's too much of a leap). Our use is very low-volume and quite specific, so I'm willing to take some risk. I gave a quick RT 3.2.2 install attempt, but received compile errors, so thought I'd see whether this is a known waste of time before going further. I currently have 3.0.3 installed, but can't afford the Herculean effort and associated time it took to get that version up 'n running on OS X 10.2.x. -- ----------------------------------------------- Bryan Derman Derman Enterprises Incorporated http://www.derman.com/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ********************************************************************** 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 sven.sternberger at desy.de Fri Jan 7 07:21:17 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 07 Jan 2005 13:21:17 +0100 Subject: [rt-users] Urgent Problem with CachedGroupMembers In-Reply-To: <41DD7999.8010805@acronis.com> References: <41DD6FC1.9010401@desy.de> <41DD7999.8010805@acronis.com> Message-ID: <41DE7EBD.1000607@desy.de> Hello Ruslan! a big thank you! after inserting the index the speed increases enormous. our rt is back in production everybody is happy and I'm still alive ;-) And now I think I understand what this triggered, in the last days there were some hoax mails about childs in thailand, singapure and so on, which are looking for their parents. and surprise! you should send these mails to all your friends. we received several from these mails each about 1mb in size and with hundreds of recipients. bad luck the people dealing with spam also use the rt :-( best regards and if will fill a bug report as soon as possible sven Ruslan U. Zakirov wrote: > In mysql shell run: SHOW KEYS FROM CachedGroupMembers; > this will show all indexes on that table. > > And you can create next INDEX: > CREATE INDEX CacheMemId ON CachedGroupMembers(MemberId); > > We have this index for a long time, has this problem too. > > Also turn on mysql slow queries log: > http://wiki.bestpractical.com/?Debug > > Sven Sternberger wrote: > >> RT: 3.0.12 >> mysql: 4.0.22 >> >> Hello! >> >> since we restarted our RT it get VERY slow. When >> I look at the mysql proccesses ther are about 20 processes >> like: >> >> SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = >> 438260)) >> >> this proccess last only a few seconds but it will be often >> repeated. I counted about 6500 lines per GroupId in the log >> >> There is no Group with the id '438260'. And we have about >> 1.3 millions rows in CachedGroupMembers. >> Groups:233666 >> Users:23717 >> >> And so I think the real question >> is how get I rid of all the old CachedGroupMembers rows. >> >> in the mysql log I see (here it is 438346): >> >> SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = >> '437242' >> SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = >> '437242' >> INSERT INTO GroupMembers (GroupId, MemberId) VALUES ('438346', '437242') >> INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, >> ImmediateParentId, Disabled) VALUES ('438346', '0', '437242', >> '438346', '0') >> >> SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = >> 438346)) >> SELECT * FROM Principals WHERE id = '438346' >> INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, >> ImmediateParentId, Disabled) VALUES ('438346', '1310816', '437242', >> '438346', '0') >> >> SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = >> '35874' >> SELECT * FROM GroupMembers WHERE GroupId = '438346' AND MemberId = >> '35874' >> INSERT INTO GroupMembers (GroupId, MemberId) VALUES ('438346', '35874') >> INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, >> ImmediateParentId, Disabled) VALUES ('438346', '0', '35874', '438346', >> '0') >> >> SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = >> 438346)) >> SELECT * FROM Principals WHERE id = '438346' >> 6 Query >> INSERT INTO CachedGroupMembers (GroupId, Via, MemberId, >> ImmediateParentId, Disabled) VALUES ('438346', '1310816', '35874', >> '438346', '0') >> >> hope there is somebody out there who can help otherwise I think >> our user/admins will be very unpleasent to me. >> >> >> bets regards! >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From aharrison at gmail.com Fri Jan 7 08:56:37 2005 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 7 Jan 2005 08:56:37 -0500 Subject: [rt-users] Mail Gateway problems In-Reply-To: <41DD81E7.4030206@eaprender.com.br> References: <41DD81E7.4030206@eaprender.com.br> Message-ID: >postfix=> > select * from alias WHERE address='rt'; > address | goto > | domain | created | > modified | active > ---------+---------------------------------------------------------------------------------------------+----------+-------------------------------+-------------------------------+-------- > rt | |/usr/local/rt3/bin/rt-mailgate --queue general --action > correspond --url http://localhost/ | ibep.net | 2005-01-04 > 11:42:57.176243-02 | 2005-01-04 11:42:57.176243-02 | t > (1 row) > Try changing the queue to $DEFAULT. Here is my mailgate command: |/usr/local/rt3/bin/rt-mailgate --queue $DEFAULT --action correspond --url http://localhost -- Andy Harrison From aharrison at gmail.com Fri Jan 7 09:06:03 2005 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 7 Jan 2005 09:06:03 -0500 Subject: [rt-users] Method unimplemented In-Reply-To: <41DDA570.7090202@rptec.ch> References: <41DDA570.7090202@rptec.ch> Message-ID: On Thu, 06 Jan 2005 21:54:08 +0100, Jean-Eric wrote: > Hi, > We run RT 3.2.2 and when I make the simple Query: > "Content like 'DreamWeaver'" > > RT crashes with an Unimplemented RT::Attribute::Name method: > > 457: else { > 458: my ($package, $filename, $line); > 459: ($package, $filename, $line) = caller; > 460: > 461: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; > 462: } > 463: > 464: } > 465: > ... > code stack: > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:461 > /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:99 > /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:91 > /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:106 > /opt/rt-3.2.2-iris.ch/lib/RT/Attributes_Overlay.pm:137 > /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/SelectSearchesForObjects:58 > /opt/rt-3.2.2-iris.ch/share/html/Search/Elements/EditSearches:70 > /opt/rt-3.2.2-iris.ch/share/html/Search/Build.html:88 > /opt/rt-3.2.2-iris.ch/share/html/autohandler:221 > > Can anyone help me? Can we see the whole error, including the Raw part further down? -- Andy Harrison From MarkRoedel at letu.edu Fri Jan 7 10:28:53 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 7 Jan 2005 09:28:53 -0600 Subject: [rt-users] RT 3.4.0 rc's not completing search queries on custom fields? Message-ID: Have been running the RT 3.4.0 release candidates this week, and I've noticed that while the query builder allows me to construct valid-looking queries that include custom fields, I don't get any results back from those queries (and I've verified that tickets do exist that should match). Seems to be the case with both global fields and queue-specific ones. (The custom fields seem to be otherwise working as expected -- they appear correctly in tickets, can be updated through the web interface, and I can access their values via LoadByNameAndQueue calls.) I've also got some perl code I've written that uses LimitCustomField calls which worked fine under 3.2.3 and is now exhibiting the same behavior (doesn't throw any errors, but doesn't return any results either). I'm assuming this is something specific to my system, since I can't imagine we'd have made it to release candidates without something that major still outstanding. (Although if someone else is able to duplicate it, I'll be all ears...) I'm just not sure where to start with troubleshooting. FreeBSD 4.10 Perl 5.8.4 Apache 1.3.29 with mod_perl 1.29 MySQL 4.0.18 RT 3.4.0 rc1 and rc2 DBIx::SearchBuilder 1.16 and 1.18 Thanks for any help... -- Mark Roedel Web Programmer / Analyst LeTourneau University From sturner at MIT.EDU Fri Jan 7 10:45:52 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 07 Jan 2005 10:45:52 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries on custom fields? In-Reply-To: Message-ID: <5.2.1.1.2.20050107104001.01ff2ea0@po14.mit.edu> At Friday 1/7/2005 10:28 AM, Roedel, Mark wrote: >I'm assuming this is something specific to my system, since I can't >imagine we'd have made it to release candidates without something that >major still outstanding. (Although if someone else is able to duplicate >it, I'll be all ears...) It looks like this can be reproduced on rt3.fsck.com - a search in the rt2.0 queue for subsystem = 'HTML::Mason frontend' yields no results, whereas there is at least one ticket in the queue (#2) that matches. One more datapoint - I'm running 3.3.12 and the feature works in that version, at least on queue/ticket CFs. >I'm just not sure where to start with >troubleshooting. If you have a perl script (and some spare time!), how about stepping through with the debugger? Steve From sheeri.kritzer at tufts.edu Fri Jan 7 11:01:02 2005 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Fri, 7 Jan 2005 11:01:02 -0500 Subject: [rt-users] RT sends multiple copies of same messages to people Message-ID: <1105113662.41deb23eb29b1@webmail.tufts.edu> Hello, RT sometimes sends multiple copies of the message to the same people. We're using RT 3.2.2 on Solaris 9 with Apache 1.3.31, Perl 5.8.3, modperl1 and MySQL 4.0.21. Global scrips that affect this problem: On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence OnCorrespond Notify Owner Many of our queues have watchers, and often the watchers are owners of the tickets (though not necessarily) in the queue. However, if someone has 2 roles, they get e-mailed twice -- for instance, if someone is a watcher on a queue as well as an owner of the ticket, they get e-mailed twice. This gets compounded when users think, "oh, let me cc this person on this message because I want them to know about it". We then end up with people getting 2-3 emails every time a ticket is generated. Scrolling down to the place where I can save changes to disable people from getting e-mail, I find that if I uncheck *one* of the places where the user gets mail, RT tries to be clever and says, "OK, I won't send this person mail at all" and takes out any and all entries -- if I uncheck the person in "notify owner" and hit "save changes", then the person is taken out of "notify adminccs" too. Is there any help for this? -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From djimenez at pobox.com Fri Jan 7 11:28:46 2005 From: djimenez at pobox.com (Daniel Jimenez) Date: Fri, 07 Jan 2005 10:28:46 -0600 Subject: [rt-users] Reporting? Message-ID: <41DEB8BE.2000002@pobox.com> Hello, Management has asked me to create a report that shows how many tickets were opened and how many were resolved by each user. Is this possible? TIA and great product! -- Daniel Jimenez djimenez[at]pobox[dot]com From david.w.snyder at yale.edu Fri Jan 7 11:34:27 2005 From: david.w.snyder at yale.edu (David Snyder) Date: Fri, 07 Jan 2005 11:34:27 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries on custom fields? In-Reply-To: <20050107160319.5ABC44D80BE@diesel.bestpractical.com> References: <20050107160319.5ABC44D80BE@diesel.bestpractical.com> Message-ID: <41DEBA13.2050503@yale.edu> >> I'm assuming this is something specific to my system, since I can't >> imagine we'd have made it to release candidates without something that >> major still outstanding. (Although if someone else is able to duplicate >> it, I'll be all ears...) > > > It looks like this can be reproduced on rt3.fsck.com - a search in the > rt2.0 queue for subsystem = 'HTML::Mason frontend' yields no results, > whereas there is at least one ticket in the queue (#2) that matches. > > One more datapoint - I'm running 3.3.12 and the feature works in that > version, at least on queue/ticket CFs. > >> I'm just not sure where to start with >> troubleshooting. > > > If you have a perl script (and some spare time!), how about stepping > through with the debugger? > > Steve > From my apache error log when I try to search on a Ticket Custom Field: [Fri Jan 07 11:15:26 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Table 'rt34.TicketCustomFieldValues' doesn't exist at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 475., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Edit.html?Order=ASC&Query=%20'CF.%7BType%7D'%20%3D%20'problem'%20&Rows=50&OrderBy=id&Format='%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt3.4%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20href%3D%22%2Frt3.4%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueName__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A''%2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E' I found that the TicketCustomFieldValues is not defined in schema.mysql, only in schema.Informix and schema.Sybase. Also, mysql, Oracle, Pg, and SQLite have and ObjectCustomFieldValues tables, where Informix and Sybase do not. I'm not smart enought to figure out which is right though, or how to translate from Informix or Sybase syntax to mysql to create the table. David From MarkRoedel at letu.edu Fri Jan 7 12:12:04 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 7 Jan 2005 11:12:04 -0600 Subject: [rt-users] RT 3.4.0 rc's not completing search queries on customfields? Message-ID: Looks like ObjectCustomFieldValues is the correct table name. (It's renamed from TicketCustomFieldValues in the upgrade schema files in etc/upgrade/3.3.0 for mysql, pgsql and Oracle.) I wonder why the same change wasn't made for the other supported databases? -- MarkR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Snyder Sent: Friday, January 07, 2005 10:34 AM To: rt-users at lists.bestpractical.com Cc: rt-bugs at fsck.com Subject: Re: [rt-users] RT 3.4.0 rc's not completing search queries on customfields? From my apache error log when I try to search on a Ticket Custom Field: [Fri Jan 07 11:15:26 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Table 'rt34.TicketCustomFieldValues' doesn't exist at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 475., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Edit.html?Order=ASC&Query=% 20'CF.%7BType%7D'%20%3D%20'problem'%20&Rows=50&OrderBy=id&Format='%20%20 %20%3Cb%3E%3Ca%20href%3D%22%2Frt3.4%2FTicket%2FDisplay.html%3Fid%3D__id_ _%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20hre f%3D%22%2Frt3.4%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3 C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueNam e__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A'' %2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__Creat edRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall %3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csm all%3E__TimeLeft__%3C%2Fsmall%3E' I found that the TicketCustomFieldValues is not defined in schema.mysql, only in schema.Informix and schema.Sybase. Also, mysql, Oracle, Pg, and SQLite have and ObjectCustomFieldValues tables, where Informix and Sybase do not. I'm not smart enought to figure out which is right though, or how to translate from Informix or Sybase syntax to mysql to create the table. David _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Fri Jan 7 12:15:12 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 12:15:12 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries on customfields? In-Reply-To: References: Message-ID: <20050107171512.GJ24460@bestpractical.com> On Fri, Jan 07, 2005 at 11:12:04AM -0600, Roedel, Mark wrote: > > Looks like ObjectCustomFieldValues is the correct table name. (It's > renamed from TicketCustomFieldValues in the upgrade schema files in > etc/upgrade/3.3.0 for mysql, pgsql and Oracle.) I wonder why the same > change wasn't made for the other supported databases? The change should have been made for every _supported_ database. SQLite, MySQL, Postgresql and Oracle. > -- > MarkR > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David > Snyder > Sent: Friday, January 07, 2005 10:34 AM > To: rt-users at lists.bestpractical.com > Cc: rt-bugs at fsck.com > Subject: Re: [rt-users] RT 3.4.0 rc's not completing search queries on > customfields? > > > From my apache error log when I try to search on a Ticket Custom Field: > [Fri Jan 07 11:15:26 2005] [error] [client 130.132.101.242] FastCGI: > server "/opt/rt3.4/bin/mason_handler.fcgi" stderr: DBD::mysql::st > execute failed: Table 'rt34.TicketCustomFieldValues' doesn't exist at > /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm > line 475., referer: > http://fasit-rhel1.its.yale.edu/rt3.4/Search/Edit.html?Order=ASC&Query=% > 20'CF.%7BType%7D'%20%3D%20'problem'%20&Rows=50&OrderBy=id&Format='%20%20 > %20%3Cb%3E%3Ca%20href%3D%22%2Frt3.4%2FTicket%2FDisplay.html%3Fid%3D__id_ > _%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20hre > f%3D%22%2Frt3.4%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3 > C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueNam > e__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A'' > %2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__Creat > edRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall > %3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csm > all%3E__TimeLeft__%3C%2Fsmall%3E' > > I found that the TicketCustomFieldValues is not defined in schema.mysql, > > only in schema.Informix and schema.Sybase. Also, mysql, Oracle, Pg, > and SQLite have and ObjectCustomFieldValues tables, where Informix and > Sybase do not. I'm not smart enought to figure out which is right > though, or how to translate from Informix or Sybase syntax to mysql to > create the table. > > David > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Fri Jan 7 12:17:08 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 12:17:08 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries on custom fields? In-Reply-To: <5.2.1.1.2.20050107104001.01ff2ea0@po14.mit.edu> References: <5.2.1.1.2.20050107104001.01ff2ea0@po14.mit.edu> Message-ID: <20050107171708.GK24460@bestpractical.com> On Fri, Jan 07, 2005 at 10:45:52AM -0500, Stephen Turner wrote: > At Friday 1/7/2005 10:28 AM, Roedel, Mark wrote: > > >I'm assuming this is something specific to my system, since I can't > >imagine we'd have made it to release candidates without something that > >major still outstanding. (Although if someone else is able to duplicate > >it, I'll be all ears...) > > It looks like this can be reproduced on rt3.fsck.com - a search in the > rt2.0 queue for subsystem = 'HTML::Mason frontend' yields no results, > whereas there is at least one ticket in the queue (#2) that matches. > > One more datapoint - I'm running 3.3.12 and the feature works in that > version, at least on queue/ticket CFs. Indeed. It looks to be a regression due to a merge-up from 3.2 that didn't get handled correctly. 3.4.0RC3 should be out within an hour or two. > > >I'm just not sure where to start with > >troubleshooting. > > If you have a perl script (and some spare time!), how about stepping > through with the debugger? > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From MarkRoedel at letu.edu Fri Jan 7 12:17:50 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 7 Jan 2005 11:17:50 -0600 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? Message-ID: As of 3.4.0 rc2, there's no schema.SQLite in etc/upgrade that would have made this change. (Although it does appear to be created correctly if you're starting from scratch.) -- MarkR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Friday, January 07, 2005 11:15 AM To: Roedel, Mark Cc: rt-bugs at fsck.com; rt-users at lists.bestpractical.com; David Snyder Subject: Re: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? On Fri, Jan 07, 2005 at 11:12:04AM -0600, Roedel, Mark wrote: > > Looks like ObjectCustomFieldValues is the correct table name. (It's > renamed from TicketCustomFieldValues in the upgrade schema files in > etc/upgrade/3.3.0 for mysql, pgsql and Oracle.) I wonder why the same > change wasn't made for the other supported databases? The change should have been made for every _supported_ database. SQLite, MySQL, Postgresql and Oracle. > -- > MarkR > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David > Snyder > Sent: Friday, January 07, 2005 10:34 AM > To: rt-users at lists.bestpractical.com > Cc: rt-bugs at fsck.com > Subject: Re: [rt-users] RT 3.4.0 rc's not completing search queries on > customfields? > > > From my apache error log when I try to search on a Ticket Custom Field: > [Fri Jan 07 11:15:26 2005] [error] [client 130.132.101.242] FastCGI: > server "/opt/rt3.4/bin/mason_handler.fcgi" stderr: DBD::mysql::st > execute failed: Table 'rt34.TicketCustomFieldValues' doesn't exist at > /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm > line 475., referer: > http://fasit-rhel1.its.yale.edu/rt3.4/Search/Edit.html?Order=ASC&Query=% > 20'CF.%7BType%7D'%20%3D%20'problem'%20&Rows=50&OrderBy=id&Format='%20%20 > %20%3Cb%3E%3Ca%20href%3D%22%2Frt3.4%2FTicket%2FDisplay.html%3Fid%3D__id_ > _%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23'%2C%0A'%3Cb%3E%3Ca%20hre > f%3D%22%2Frt3.4%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3 > C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject'%2C%0A'__Status__'%2C%0A'__QueueNam > e__'%2C%0A'__OwnerName__'%2C%0A'__Priority__'%2C%0A'__NEWLINE__'%2C%0A'' > %2C%0A'%3Csmall%3E__Requestors__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__Creat > edRelative__%3C%2Fsmall%3E'%2C%0A'%3Csmall%3E__ToldRelative__%3C%2Fsmall > %3E'%2C%0A'%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E'%2C%0A'%3Csm > all%3E__TimeLeft__%3C%2Fsmall%3E' > > I found that the TicketCustomFieldValues is not defined in schema.mysql, > > only in schema.Informix and schema.Sybase. Also, mysql, Oracle, Pg, > and SQLite have and ObjectCustomFieldValues tables, where Informix and > Sybase do not. I'm not smart enought to figure out which is right > though, or how to translate from Informix or Sybase syntax to mysql to > create the table. > > David > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Fri Jan 7 12:34:47 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 12:34:47 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? In-Reply-To: References: Message-ID: <20050107173447.GL24460@bestpractical.com> On Fri, Jan 07, 2005 at 11:17:50AM -0600, Roedel, Mark wrote: > > As of 3.4.0 rc2, there's no schema.SQLite in etc/upgrade that would have > made this change. (Although it does appear to be created correctly if > you're starting from scratch.) I've not yet found a single site using SQLite for anything other than testing/development hacking and SQLite doesn't support ALTER TABLE. You need to jump through much smaller hoops to make it go. If anyone is using SQLite in production and needs help upgrading, I'd be happy to work with you to prepare the script. From MarkRoedel at letu.edu Fri Jan 7 12:36:24 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 7 Jan 2005 11:36:24 -0600 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? Message-ID: Makes sense...just wanted to make sure it got mentioned in case that was just some sort of oversight. Thanks a bunch for your help, and for the quick resolution Jesse. I'll plan on grabbing rc3 this afternoon. -- MarkR -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, January 07, 2005 11:35 AM To: Roedel, Mark Cc: Jesse Vincent; rt-users at lists.bestpractical.com; David Snyder Subject: Re: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? On Fri, Jan 07, 2005 at 11:17:50AM -0600, Roedel, Mark wrote: > > As of 3.4.0 rc2, there's no schema.SQLite in etc/upgrade that would have > made this change. (Although it does appear to be created correctly if > you're starting from scratch.) I've not yet found a single site using SQLite for anything other than testing/development hacking and SQLite doesn't support ALTER TABLE. You need to jump through much smaller hoops to make it go. If anyone is using SQLite in production and needs help upgrading, I'd be happy to work with you to prepare the script. From david.w.snyder at yale.edu Fri Jan 7 12:46:04 2005 From: david.w.snyder at yale.edu (David Snyder) Date: Fri, 07 Jan 2005 12:46:04 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? In-Reply-To: <20050107173447.GL24460@bestpractical.com> References: <20050107173447.GL24460@bestpractical.com> Message-ID: <41DECADC.6020102@yale.edu> Attached is a patch for Tickets_Overlay.pm which seems to correct the behavior of searching on Ticket Custom Fields. David -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Tickets_Overlay.pm.txt URL: From jesse at bestpractical.com Fri Jan 7 13:10:56 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 13:10:56 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? In-Reply-To: <41DECADC.6020102@yale.edu> References: <20050107173447.GL24460@bestpractical.com> <41DECADC.6020102@yale.edu> Message-ID: <20050107181056.GM24460@bestpractical.com> There's actually a bit more to it than that. You need to make sure that you're actually limiting only to cfs on objects of type ticket. On Fri, Jan 07, 2005 at 12:46:04PM -0500, David Snyder wrote: > Attached is a patch for Tickets_Overlay.pm which seems to correct the > behavior of searching on Ticket Custom Fields. > > David > 874,875c874,875 > < TABLE2 => 'TicketCustomFieldValues', > < FIELD2 => 'Ticket' ); > --- > > TABLE2 => 'ObjectCustomFieldValues', > > FIELD2 => 'ObjectId' ); -- From luiz at eaprender.com.br Fri Jan 7 13:40:37 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Fri, 07 Jan 2005 16:40:37 -0200 Subject: [rt-users] Mail Gateway problems In-Reply-To: References: <41DD81E7.4030206@eaprender.com.br> Message-ID: <41DED7A5.1000403@eaprender.com.br> Andy Harrison wrote: >>postfix=> >>select * from alias WHERE address='rt'; >> address | goto >> | domain | created | >> modified | active >>---------+---------------------------------------------------------------------------------------------+----------+-------------------------------+-------------------------------+-------- >> rt | |/usr/local/rt3/bin/rt-mailgate --queue general --action >>correspond --url http://localhost/ | ibep.net | 2005-01-04 >>11:42:57.176243-02 | 2005-01-04 11:42:57.176243-02 | t >> (1 row) >> >> >> > >Try changing the queue to $DEFAULT. Here is my mailgate command: > >|/usr/local/rt3/bin/rt-mailgate --queue $DEFAULT --action correspond >--url http://localhost > > > > Here goes the solution ! http://wiki.bestpractical.com/index.cgi?SQLalias -- []'s Luiz Henrique Ozaki -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.w.snyder at yale.edu Fri Jan 7 13:51:24 2005 From: david.w.snyder at yale.edu (David Snyder) Date: Fri, 07 Jan 2005 13:51:24 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? In-Reply-To: <20050107181056.GM24460@bestpractical.com> References: <20050107173447.GL24460@bestpractical.com> <41DECADC.6020102@yale.edu> <20050107181056.GM24460@bestpractical.com> Message-ID: <41DEDA2C.3010603@yale.edu> OK. Here's a second attempt, which seems to be working (in my limited testing on a DB with 2 tickets :) This is the best I can do I'm afraid. David >There's actually a bit more to it than that. You need to make sure that >you're actually limiting only to cfs on objects of type ticket. > > >On Fri, Jan 07, 2005 at 12:46:04PM -0500, David Snyder wrote: > > >>Attached is a patch for Tickets_Overlay.pm which seems to correct the >>behavior of searching on Ticket Custom Fields. >> >>David >> >> -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Tickets_Overlay.pm.txt URL: From rt at chaka.net Fri Jan 7 13:26:48 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 7 Jan 2005 13:26:48 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? In-Reply-To: <20050107173447.GL24460@bestpractical.com> References: <20050107173447.GL24460@bestpractical.com> Message-ID: <20050107182648.GA27116@chaka.net> I'm not using it in production, but I have been thinking a lot about a self-contained PAR usijng SQLite and standalone_httpd for instances when a personal (or really small workgroup) RT could be handy. On Fri, Jan 07, 2005 at 12:34:47PM -0500, Jesse Vincent wrote: > > > > On Fri, Jan 07, 2005 at 11:17:50AM -0600, Roedel, Mark wrote: > > > > As of 3.4.0 rc2, there's no schema.SQLite in etc/upgrade that would have > > made this change. (Although it does appear to be created correctly if > > you're starting from scratch.) > > I've not yet found a single site using SQLite for anything other than > testing/development hacking and SQLite doesn't support ALTER TABLE. You > need to jump through much smaller hoops to make it go. If anyone is > using SQLite in production and needs help upgrading, I'd be happy to > work with you to prepare the script. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Fri Jan 7 14:10:58 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 14:10:58 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? In-Reply-To: <20050107182648.GA27116@chaka.net> References: <20050107173447.GL24460@bestpractical.com> <20050107182648.GA27116@chaka.net> Message-ID: <20050107191058.GN24460@bestpractical.com> On Fri, Jan 07, 2005 at 01:26:48PM -0500, Todd Chapman wrote: > I'm not using it in production, but I have been thinking a lot > about a self-contained PAR usijng SQLite and standalone_httpd > for instances when a personal (or really small workgroup) RT > could be handy. > You're not the only one. That's actually why I did the port to SQLite and standalone_httpd in the first place. We've been working toward that very goal. > On Fri, Jan 07, 2005 at 12:34:47PM -0500, Jesse Vincent wrote: > > > > > > > > On Fri, Jan 07, 2005 at 11:17:50AM -0600, Roedel, Mark wrote: > > > > > > As of 3.4.0 rc2, there's no schema.SQLite in etc/upgrade that would have > > > made this change. (Although it does appear to be created correctly if > > > you're starting from scratch.) > > > > I've not yet found a single site using SQLite for anything other than > > testing/development hacking and SQLite doesn't support ALTER TABLE. You > > need to jump through much smaller hoops to make it go. If anyone is > > using SQLite in production and needs help upgrading, I'd be happy to > > work with you to prepare the script. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Fri Jan 7 15:21:38 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 15:21:38 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries on custom fields? In-Reply-To: <20050107171708.GK24460@bestpractical.com> References: <5.2.1.1.2.20050107104001.01ff2ea0@po14.mit.edu> <20050107171708.GK24460@bestpractical.com> Message-ID: <20050107202138.GQ24460@bestpractical.com> > > One more datapoint - I'm running 3.3.12 and the feature works in that > > version, at least on queue/ticket CFs. > > > Indeed. It looks to be a regression due to a merge-up from 3.2 that > didn't get handled correctly. 3.4.0RC3 should be out within an hour or > two. Revised ETA: day or two. Dealing with customer work today. Then I need a nap. -jesse From alexmv at bestpractical.com Fri Jan 7 17:12:20 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 07 Jan 2005 17:12:20 -0500 Subject: [rt-users] Method unimplemented In-Reply-To: <41DDA570.7090202@rptec.ch> References: <41DDA570.7090202@rptec.ch> Message-ID: <1105135940.29587.1.camel@zoq-fot-pik.mit.edu> On Thu, 2005-01-06 at 21:54 +0100, Jean-Eric wrote: > Hi, > We run RT 3.2.2 and when I make the simple Query: > [snip] Does stopping and starting the webserver help? (note that this is different from just restarting the webserver, which is not sufficient in many places) - Alex From jesse at bestpractical.com Fri Jan 7 17:55:40 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 17:55:40 -0500 Subject: [rt-users] RT 3.4.0 rc's not completing search queries oncustomfields? In-Reply-To: <20050107181056.GM24460@bestpractical.com> References: <20050107173447.GL24460@bestpractical.com> <41DECADC.6020102@yale.edu> <20050107181056.GM24460@bestpractical.com> Message-ID: <20050107225540.GW24460@bestpractical.com> On Fri, Jan 07, 2005 at 01:10:56PM -0500, Jesse Vincent wrote: > There's actually a bit more to it than that. You need to make sure that > you're actually limiting only to cfs on objects of type ticket. And looking into it in more detail, All of commit 1967 was in error. It was a really bogus merge. And the fact that no tests are failing means we're missing coverage. Once I spend a bit of my evening doing something more enjoyable than coding, I'll get this fixed up. Jesse > > > On Fri, Jan 07, 2005 at 12:46:04PM -0500, David Snyder wrote: > > Attached is a patch for Tickets_Overlay.pm which seems to correct the > > behavior of searching on Ticket Custom Fields. > > > > David > > > 874,875c874,875 > > < TABLE2 => 'TicketCustomFieldValues', > > < FIELD2 => 'Ticket' ); > > --- > > > TABLE2 => 'ObjectCustomFieldValues', > > > FIELD2 => 'ObjectId' ); > > > -- > -- From gregkopp at gmail.com Fri Jan 7 18:22:45 2005 From: gregkopp at gmail.com (Greg Kopp) Date: Fri, 7 Jan 2005 18:22:45 -0500 Subject: [rt-users] Help with logout Message-ID: <35ab736205010715225e5afaf8@mail.gmail.com> I just installed RT on a Linux 7.3 box. All of the perl modules are installed, finddeps reported no errors. I was able to install everything (I think) - I am a newbie and no little about the rest of the funtioning of the program. When I try to logout, I (briefly) get this message. I was able to capture it after trying a few quick saves of the HTML. The error appears to be a MySQL permission issue, but the user rt_user @ localhost has full privileges to the rt3 database. Any help would be appreciated. Greg You have been logged out of RT. You're welcome to login again System error error: DBD::mysql::st execute failed: delete command denied to user 'rt_user'@'localhost' for table 'sessions' at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Store/DBI.pm line 117. context: ... 113: } 114: 115: $self->{remove_sth}->bind_param(1, $session->{data}->{_session_id}); 116: 117: $self->{remove_sth}->execute; 118: $self->{remove_sth}->finish; 119: } 120: 121: 1; ... code stack: /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Store/DBI.pm:117 /usr/lib/perl5/site_perl/5.8.6/Apache/Session.pm:515 /usr/lib/perl5/site_perl/5.8.6/Apache/Session.pm:477 /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1068 raw error DBD::mysql::st execute failed: delete command denied to user 'rt_user'@'localhost' for table 'sessions' at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Store/DBI.pm line 117. Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed: delete command denied to user \'rt_user\'@\'localhost\' for table \'sessions\' at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Store/DBI.pm line 117.^J') called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Store/DBI.pm line 117 Apache::Session::Store::DBI::remove('Apache::Session::Store::MySQL=HASH(0x9f2308c)', 'Apache::Session::MySQL=HASH(0x9eb30d0)') called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session.pm line 515 Apache::Session::save('Apache::Session::MySQL=HASH(0x9eb30d0)') called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session.pm line 477 Apache::Session::DESTROY('Apache::Session::MySQL=HASH(0x9eb30d0)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9f23b0c)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9f23b0c)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9a98838)', 'Apache=SCALAR(0x9dfb5a4)') called at /opt/rt3/bin/webmux.pl line 126 eval {...} at /opt/rt3/bin/webmux.pl line 126 RT::Mason::handler('Apache=SCALAR(0x9dfb5a4)') called at /dev/null line 0 eval {...} at /dev/null line 0 From jesse at bestpractical.com Fri Jan 7 22:43:21 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Jan 2005 22:43:21 -0500 Subject: [rt-users] RT 3.4.0rc3 Message-ID: <20050108034321.GY24460@bestpractical.com> I'm somewhat ashamed to announce the release of RT 3.4.0rc3. This release features a retraction of comming 1976, as well as new tests to ensure that the particular errors caused by that issue never happen again. (Primarily ticket watcher and custom field searching were broken.) Jesse -- From jesse at bestpractical.com Sat Jan 8 00:01:18 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 8 Jan 2005 00:01:18 -0500 Subject: [rt-users] German localization of RT 3.2.2 In-Reply-To: <0948B33B7003EB4B9AAA429564486192011D3CDA@mail.ee-consultants.de> References: <0948B33B7003EB4B9AAA429564486192011D3CDA@mail.ee-consultants.de> Message-ID: <20050108050118.GB24460@bestpractical.com> On Fri, Jan 07, 2005 at 10:24:22AM +0100, "Jacobsen, Jrg" wrote: > Happy new year to everybody. > > We recently updated to RT 3.2.2 and encounter some untranslated strings in the web gui. Even basic menu entries like "Show Results" or "New Query" show up in english. > > Did we do something wrong or is there still a demand for further german localization of strings? If the latter is true I'd be willing to do the job. RT 3.2 has some localization failures that we've corrected in RT 3.4, as well as some missing localization strings. But yes, I'm sure that both 3.2 and 3.4 want a bit more localization if you're up for it. Best, Jesse > > Regards, Joerg Jacobsen. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From msalgado at inf.utfsm.cl Sat Jan 8 11:51:56 2005 From: msalgado at inf.utfsm.cl (msalgado at inf.utfsm.cl) Date: Sat, 8 Jan 2005 13:51:56 -0300 Subject: [rt-users] About RTStatisticPackage and Fedora Message-ID: <1105203116.41e00facaba17@webmail.inf.utfsm.cl> Hi, i have Fedora Core 2 with RT 3.2.2 and MySQL 4.1 and i can't do work fine RTStatistic, the problem is that don't show de graphics and after some try apache2 going down(or fastgi?). Help me please. -- Marco Salgado A. User #295511 counter.li.org Est. Ing. Civil Informatica Univ. Tec. Federico Santa Maria - Valparaiso From aileen at bestpractical.com Sat Jan 8 17:26:56 2005 From: aileen at bestpractical.com (aileen at bestpractical.com) Date: Sat, 8 Jan 2005 17:26:56 -0500 (EST) Subject: [rt-users] REMINDER: RT 2005 Winter Training Sessions Message-ID: Our Amsterdam class on Monday, January 24 still has a few seats available. Please email us at training at bestpractical.com to sign up! 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: * Amsterdam, The Netherlands on Monday, January 24, 2005 * Boston, MA on Monday, February 28, 2005 * San Francisco, CA on Monday, March 7, 2005 * Sydney, Australia on Monday, March 14, 2005 * Austin, Texas on Monday, April 4, 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. 800 EUR for the class in Amsterdam. $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 / 200 EUR / $300 AUD is non-refundable. 72 hours prior to the start time of the class - entire fee is non-refundable. From lance at bearcircle.net Sat Jan 8 21:56:15 2005 From: lance at bearcircle.net (Lance A. Brown) Date: Sat, 08 Jan 2005 21:56:15 -0500 Subject: [rt-users] Re: RT 3.4.0rc3 In-Reply-To: <20050108034321.GY24460@bestpractical.com> References: <20050108034321.GY24460@bestpractical.com> Message-ID: <41E09D4F.9070304@bearcircle.net> Jesse Vincent wrote: > I'm somewhat ashamed to announce the release of RT 3.4.0rc3. This > release features a retraction of comming 1976, as well as new tests to > ensure that the particular errors caused by that issue never happen > again. (Primarily ticket watcher and custom field searching were > broken.) Hey Jesse, RT 3.4.0rc3 'make testdeps' says: DBIx::SearchBuilder 1.19...MISSING DBIx::SearchBuilder version 1.19 required--this is only version 1.18 at (eval 55) line 2. I have rc1 installed and am trying to upgrade. I used CPAN to install the latest version, but it only has DBIx::SearchBuilder 1.18. Is CPAN behind? --[Lance] -- Celebrate The Circle http://www.celebratethecircle.org/ Carolina Spirit Quest http://www.carolinaspiritquest.org/ My LiveJournal http://www.livejournal.com/users/labrown/ GPG Fingerprint: 409B A409 A38D 92BF 15D9 6EEE 9A82 F2AC 69AC 07B9 CACert.org Assurer From allynb at adsne.com Sun Jan 9 02:35:19 2005 From: allynb at adsne.com (Allyn Baskerville) Date: Sun, 9 Jan 2005 01:35:19 -0600 Subject: [rt-users] Problem with "make initialize-database" - Client does not support authentication Message-ID: <000e01c4f61d$c53b7870$150110ac@adsnexp> I have made it to step 14 of the Fedora Core 2 + RT 3.2.x Install Guide, but I've run into a MySQL error shown at the bottom. I have the following MySQL RPMs installed: MySQL-server-4.1.8-0 MySQL-client-4.1.8-0 MySQL-devel-4.1.8-0 MySQL-shared-compat-4.1.8-0 MySQL-shared-4.1.8-0 I've found a lot of mailing lists that show this error, but I haven't found a solution. I also have no experience with databases, so I'm not really sure how to start troubleshooting and there isn't anything significant in the logs. [root at lionheart rt-3.2.2]# make initialize-database /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect(';host=localhost','root',...) failed: Client does not support authentication protocol requested by server; consider upgrading MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101 Failed to connect to dbi:mysql:;host=localhost as root: Client does not support authentication protocol requested by server; consider upgrading MySQL client at //usr/local/rt3/sbin/rt-setup-database line 101, line 1. make: *** [initialize-database] Error 255 Thanks for your help. Allyn From jesse at bestpractical.com Sun Jan 9 02:49:24 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 9 Jan 2005 02:49:24 -0500 Subject: [rt-users] Problem with "make initialize-database" - Client does not support authentication In-Reply-To: <000e01c4f61d$c53b7870$150110ac@adsnexp> References: <000e01c4f61d$c53b7870$150110ac@adsnexp> Message-ID: <20050109074924.GM24460@bestpractical.com> On Sun, Jan 09, 2005 at 01:35:19AM -0600, Allyn Baskerville wrote: > I have made it to step 14 of the Fedora Core 2 + RT 3.2.x Install Guide, > but I've run into a MySQL error shown at the bottom. I have the following > MySQL RPMs installed: > > MySQL-server-4.1.8-0 > MySQL-client-4.1.8-0 > MySQL-devel-4.1.8-0 > MySQL-shared-compat-4.1.8-0 > MySQL-shared-4.1.8-0 > > I've found a lot of mailing lists that show this error, but I haven't found > a solution. I also have no experience with databases, so I'm not really > sure how to start troubleshooting and there isn't anything significant in > the logs. Probably time to rebuild your DBD::MySQL From allynb at adsne.com Sun Jan 9 09:03:00 2005 From: allynb at adsne.com (Allyn Baskerville) Date: Sun, 9 Jan 2005 08:03:00 -0600 Subject: [rt-users] Problem with "make initialize-database" - Client does not support authentication References: <000e01c4f61d$c53b7870$150110ac@adsnexp> <20050109074924.GM24460@bestpractical.com> Message-ID: <001201c4f653$efbc73c0$150110ac@adsnexp> Thanks - I'll give that a shot. ----- Original Message ----- From: "Jesse Vincent" To: "Allyn Baskerville" Cc: Sent: Sunday, January 09, 2005 1:49 AM Subject: Re: [rt-users] Problem with "make initialize-database" - Client does not support authentication > > > > On Sun, Jan 09, 2005 at 01:35:19AM -0600, Allyn Baskerville wrote: >> I have made it to step 14 of the Fedora Core 2 + RT 3.2.x Install Guide, >> but I've run into a MySQL error shown at the bottom. I have the following >> MySQL RPMs installed: >> >> MySQL-server-4.1.8-0 >> MySQL-client-4.1.8-0 >> MySQL-devel-4.1.8-0 >> MySQL-shared-compat-4.1.8-0 >> MySQL-shared-4.1.8-0 >> >> I've found a lot of mailing lists that show this error, but I haven't found >> a solution. I also have no experience with databases, so I'm not really >> sure how to start troubleshooting and there isn't anything significant in >> the logs. > > Probably time to rebuild your DBD::MySQL > > From autarch at urth.org Sun Jan 9 15:24:22 2005 From: autarch at urth.org (Dave Rolsky) Date: Sun, 9 Jan 2005 14:24:22 -0600 (CST) Subject: [rt-users] wiki home page was trashed Message-ID: First someone replaced it with spam links, then someone else replaced it with a blank page. I went back and restored the last good revision. Time to add Kwiki::Scode? -dave /*=========================== VegGuide.Org Your guide to all that's veg. ===========================*/ From jesse at bestpractical.com Sun Jan 9 15:51:27 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 9 Jan 2005 15:51:27 -0500 Subject: [rt-users] wiki home page was trashed In-Reply-To: References: Message-ID: <20050109205127.GR24460@bestpractical.com> On Sun, Jan 09, 2005 at 02:24:22PM -0600, Dave Rolsky wrote: > First someone replaced it with spam links, then someone else replaced it > with a blank page. I went back and restored the last good revision. > > Time to add Kwiki::Scode? We _had_ Kwiki::Scode. It didn't do any good. These jerks are actually spamming wikis by hadn. Ruslan used the new admin interface to delete the spam, but deleted back too far and lost some content. > > > -dave > > /*=========================== > VegGuide.Org > Your guide to all that's veg. > ===========================*/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From Ruslan.Zakirov at acronis.com Sun Jan 9 16:06:08 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 10 Jan 2005 00:06:08 +0300 Subject: [rt-users] wiki home page was trashed In-Reply-To: <20050109205127.GR24460@bestpractical.com> References: <20050109205127.GR24460@bestpractical.com> Message-ID: <41E19CC0.5070803@acronis.com> Jesse Vincent wrote: > > > On Sun, Jan 09, 2005 at 02:24:22PM -0600, Dave Rolsky wrote: > >>First someone replaced it with spam links, then someone else replaced it >>with a blank page. I went back and restored the last good revision. >> >>Time to add Kwiki::Scode? > > > We _had_ Kwiki::Scode. It didn't do any good. These jerks are actually > spamming wikis by hadn. Ruslan used the new admin interface to delete > the spam, but deleted back too far and lost some content. > > Errr. That was first try. I'm lost a little in history ordering. Would be more accurate next time. >> >>-dave >> >>/*=========================== >>VegGuide.Org >>Your guide to all that's veg. >>===========================*/ >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > From Ruslan.Zakirov at acronis.com Sun Jan 9 16:25:59 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 10 Jan 2005 00:25:59 +0300 Subject: [rt-users] Users only allowed to see their own tickets within a queue In-Reply-To: References: Message-ID: <41E1A167.5000208@acronis.com> You should give SeeQueue and CreateTicket right to the user and right ShowTicket to requestor role only. He creates ticket and becomes requestor because of this he can see it. Read for more info: http://wiki.bestpractical.com/?Rights Jonathan Reeder wrote: > I'm terribly sorry if this is a very trivial question. > > I'd like to set up permissions for a user such that he is only able to > see tickets that he created, so I suppose, tickets for which he is the > Requestor. I granted the user ShowTicket and CreateTicket rights for > the queue in question, but without SeeQueue, he was unable to even > create a new ticket since he was unable to see the queue (the drop down > list of queues just came up empty). If I give the user SeeQueue rights, > then he can see all tickets in that queue. What am I missing? > > Thanks a bunch, > > Jonathan Reeder > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From autarch at urth.org Sun Jan 9 19:17:23 2005 From: autarch at urth.org (Dave Rolsky) Date: Sun, 9 Jan 2005 18:17:23 -0600 (CST) Subject: [rt-users] Defining "admin" Message-ID: RT uses this term a lot to refer to "anyone who might work on tickets in RT" (more or less). I wrote a definition of this while working on chapter 8 but I suspect it really belongs in chapter 2: =head2 "Admins" Scrip action and templates often refer to admins. In the context of RT, an admin is simply anyone who might be working on a ticket or supervising that work, not a specific job description. For example, in a tech support department, the support staff and their supervisors could all be admins. Admins will be the people who work directly with RT the most, and so RT is configured to send different types of messages based on whether or not the recipient is an admin. For example, by default RT includes the URL for a ticket when emailing admins, but not requestors. /*=========================== VegGuide.Org Your guide to all that's veg. ===========================*/ From autarch at urth.org Sun Jan 9 21:14:12 2005 From: autarch at urth.org (Dave Rolsky) Date: Sun, 9 Jan 2005 20:14:12 -0600 (CST) Subject: [rt-users] Defining "admin" In-Reply-To: References: Message-ID: Ignore this, it went to the wrong list. /*=========================== VegGuide.Org Your guide to all that's veg. ===========================*/ From tomas.olaj at usit.uio.no Mon Jan 10 04:44:55 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Mon, 10 Jan 2005 10:44:55 +0100 (CET) Subject: [rt-users] RT tuning problems In-Reply-To: <41DD43B7.5030202@acronis.com> References: <20050105134241.GD22193@chaka.net> <41DD43B7.5030202@acronis.com> Message-ID: On the marvelous Thu, 6 Jan 2005, Ruslan U. Zakirov wrote kindly to me ... > > Thanks, all You people for helping! > > > > We run RT3.2.1 (not sure if RT3.2.2 has better performance) and > > DBIx::SearchBuilder 1.16, and still have problems with long history > > tickets. > Here you should start Debug&Profile: > http://wiki.bestpractical.com/?Debug > > > > > As for now, we greatly appreciate all responces and help, and our > > conclusion from the latest responses is that the problem is RT itself > > (the latest stable release)? > Upcoming 3.4 series are a *lot* faster. You can copy you current setup > and upgrade it to 3.4.0rc1 and see how it works for you. Will our own local adjustments affect/conflict with the release 3.4.0x? We're dependent on a stable release in production. What kind of speed problems are other universities dealing with? > > Is it faster to run FastCGI or modperl? We are currently testing to find > > the optimal Apache dist to run. > Autrijus said latest mod_perl2 and FastCGI works at the same speed, but > MP2 has lower memory usage. We haven't had any technical problems running Apache 2.x and mod_perl 1.99.x, although Best Bractical strongly recommends Apache 1.3.x. We are a bit worried if there are some speed problems due to the Apache versions we are running, and something to do with the warnings BP has issued in their install-readme file. -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From bastian at bastian-friedrich.de Mon Jan 10 08:32:50 2005 From: bastian at bastian-friedrich.de (Bastian Friedrich) Date: Mon, 10 Jan 2005 14:32:50 +0100 Subject: [rt-users] Statistics "by month" - YaRTS In-Reply-To: <200412071130.59481.bastian@bastian-friedrich.de> References: <200412071130.59481.bastian@bastian-friedrich.de> Message-ID: <200501101433.00786.bastian@bastian-friedrich.de> Hi again, On Tuesday 07 December 2004 11:30, Bastian Friedrich wrote: > our RT handles Tickets for approximately 40 users and 6-8 > maintainers; thus, traffic is quite low. Daily statistics are more or > less useless, as single requests lead to large peaks in the graphs... As I did not get any answers to my posting, I wrote my own statistics script, YaRTS ("Yet another RT Stats"). It provides quite basic, but - for us - the most important information. These are: * number of tickets per month * number of tickets per year * total number of tickets * average number of tickets per month (yearly and total) * average ticket resolution time per month * average ticket resolution time per year * total average ticket resolution time YaRTS is written in PHP (thus not integrated in RT at all) and works on RT's mysql database (i.e. only usable if your RT works on a mysql db). You can catch a glimpse on a screenshot or fetch your copy of YaRTS at http://www.bastian-friedrich.de/comp/yarts/ or directly download the script at http://www.bastian-friedrich.de/comp/yarts/yarts-0.2.tgz Feel free to send any enhancements, requests or comments! Thank you, Bastian -- Bastian Friedrich bastian at bastian-friedrich.de Adress & Fon available on my HP http://www.bastian-friedrich.de/ \~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~\ \ GURU: One who knows more jargon than you. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From lmw94002 at hotmail.com Mon Jan 10 09:17:04 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Mon, 10 Jan 2005 09:17:04 -0500 Subject: [rt-users] Error during compilation of/opt/rt3/share/html/Tools/Offline.html In-Reply-To: Message-ID: Well, the problem went away after I decided I'd restart from scratch. Not sure what I did but some of the items included: - Re-installing perl 5.8.5 from source - Re-installing latest apache2 from source - Re-installing latest mod_perl from source All seems to work now. Time to play. > >Error when I click Tools in RT web browser > >error: Error during compilation of /opt/rt3/share/html/Tools/Offline.html: >Weak references are not implemented in the version of perl at >/opt/rt3/lib/RT/Action/Generic.pm line 70 >BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Action/Generic.pm line >70. > >I upgraded from Perl 5.8.0 to 5.8.5 prior to RT installation. Did i miss >someting or is it an issue w/ the version itself? > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com From allynb at adsne.com Mon Jan 10 11:23:26 2005 From: allynb at adsne.com (Allyn Baskerville) Date: Mon, 10 Jan 2005 10:23:26 -0600 Subject: [rt-users] Confusion About Adding the following virtualhost info into /etc/httpd/conf.d/rt3.conf Message-ID: <059401c4f730$ba77c9c0$150110ac@adsnexp> I'm now to the point where I need to create a virtual host for RT. The Install Guide says to put the following in /etc/httpd/conf.d/rt3.conf: ====================== ServerName your.rt.server.hostname DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ============================ How is apache going to see this? I tried to put this info into my apache config, but I couldn't start apache because of the following error: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration. I'm confused as to how the virtual host is supposed to be set up. Thanks in advance. Allyn From lmw94002 at hotmail.com Mon Jan 10 11:45:34 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Mon, 10 Jan 2005 11:45:34 -0500 Subject: [rt-users] Error during compilation of/opt/rt3/share/html/Tools/Offline.html In-Reply-To: Message-ID: and of course I installed RTFM and it broke again. I'm really confused as to what is happening... >From: "Mathew Walker" >To: lmw94002 at hotmail.com, rt-users at lists.bestpractical.com >Subject: RE: [rt-users] Error during compilation >of/opt/rt3/share/html/Tools/Offline.html >Date: Mon, 10 Jan 2005 09:17:04 -0500 >MIME-Version: 1.0 >X-Originating-IP: [65.211.27.3] >X-Originating-Email: [lmw94002 at hotmail.com] >X-Sender: lmw94002 at hotmail.com >Received: from 65.211.27.3 by by21fd.bay21.hotmail.msn.com with HTTP;Mon, >10 Jan 2005 14:17:04 GMT > >Well, the problem went away after I decided I'd restart from scratch. Not >sure what I did but some of the items included: > >- Re-installing perl 5.8.5 from source >- Re-installing latest apache2 from source >- Re-installing latest mod_perl from source > >All seems to work now. Time to play. > >> >>Error when I click Tools in RT web browser >> >>error: Error during compilation of >>/opt/rt3/share/html/Tools/Offline.html: >>Weak references are not implemented in the version of perl at >>/opt/rt3/lib/RT/Action/Generic.pm line 70 >>BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Action/Generic.pm >>line 70. >> >>I upgraded from Perl 5.8.0 to 5.8.5 prior to RT installation. Did i miss >>someting or is it an issue w/ the version itself? >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > From sh.hancock at gmail.com Mon Jan 10 12:24:19 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Mon, 10 Jan 2005 12:24:19 -0500 Subject: [rt-users] rt-mailgate not working in rt-3.4.0rc3 Message-ID: <78c5b14105011009243fe9e46@mail.gmail.com> We just installed a new RT installation on Fedora Core 3. rt-3.4.0rc3 mysql - 4.0.23 Apache2 mod_perl 1.99 The install went fine. All modules loaded, no errors and we are able to enter RT and define Queues, Groups, create tickets, etc. We also installed RTFM-2.0.4. Our problem is primarily with the rt-mailgate. We defined the rt and rt-comment lines in /etc/aliases, put a sym link in /etc/smrsh to /usr/local/rt3/bin/rt-mailgate, and made changes in the /etc/mail dir to access, sendmail.mc and local-host-names. We ran newaliases and the m4 commands to configure the changes. All our messages to rt fail to get past smrsh. The errors we get in maillog are: Jan 10 12:01:37 prospec01 sendmail[21674]: j09M8E4j015726: to="|/usr/local/bin/rt-mailgate --queue support --action correspond --url http://localhost/", ctladdr= (8/0), delay=18:53:23, xdelay=00:00:00, mailer=prog, pri=1740765, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Any help with this would be much appreciated. We are also getting some other errors but are not critical, I mention them here because they may be related: [Mon Jan 10 11:47:46 2005] [error] [client 10.0.1.155] Log file /var/log/rt.log couldn't be written or created.\n RT can't run. at /usr/local/rt3/lib/RT.pm line 205.\n [Mon Jan 10 12:00:28 2005] [error] [Mason] File does not exist: /usr/local/rt3/share/html/favicon.ico From lmw94002 at hotmail.com Mon Jan 10 12:57:11 2005 From: lmw94002 at hotmail.com (Mathew Walker) Date: Mon, 10 Jan 2005 12:57:11 -0500 Subject: [rt-users] RTFM using incorrect text in Links section of RT Ticket Message-ID: It's displaying "fsck.com-rtfm://.com/article/2: TEST ISSUE 1" in the "Referred to by:" link... the link is actually the correct URL when hovered over (http://..com/rt//RTFM/Article/Display.html?id=2), but it uses the information above in the description of the link. I know this is probaby a simple one... but how do i get rid of the confusing link name? Thanx. From rt at tmtm.com Mon Jan 10 13:02:02 2005 From: rt at tmtm.com (Tony Bowden) Date: Mon, 10 Jan 2005 18:02:02 +0000 Subject: [rt-users] finding semi-composed emails Message-ID: <20050110180202.GA3148@soto.kasei.com> One of our users has a habit of clicking 'reply', typing a response, and then getting distracted somewhere, and never actually sending the response until he rediscovers it in one of his mozilla tabs a few days later. He's noticed that RT logs the event of him clicking 'reply', and so has asked if there's a way to run a query for the tickets where that has happened but no actually response has been made. I've had a look but can't find an obvious way to query this. Any suggestions? Thanks, Tony From vivek at khera.org Mon Jan 10 13:26:24 2005 From: vivek at khera.org (Vivek Khera) Date: Mon, 10 Jan 2005 13:26:24 -0500 Subject: [rt-users] Confusion About Adding the following virtualhost info into /etc/httpd/conf.d/rt3.conf In-Reply-To: <059401c4f730$ba77c9c0$150110ac@adsnexp> References: <059401c4f730$ba77c9c0$150110ac@adsnexp> Message-ID: <228AD49B-6335-11D9-9B89-000A9578CFCC@khera.org> On Jan 10, 2005, at 11:23 AM, Allyn Baskerville wrote: > How is apache going to see this? I tried to put this info into my > apache config, but I couldn't start apache because of the following > error: > > Invalid command 'PerlModule', perhaps mis-spelled or defined by a > module not included in the server configuration. > > I'm confused as to how the virtual host is supposed to be set up. > Thanks in advance. Allyn > you're trying to use a mod_perl config for RT without mod_perl installed in your web server. From jesse at bestpractical.com Mon Jan 10 13:29:23 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Jan 2005 13:29:23 -0500 Subject: [rt-users] finding semi-composed emails In-Reply-To: <20050110180202.GA3148@soto.kasei.com> References: <20050110180202.GA3148@soto.kasei.com> Message-ID: <20050110182923.GJ24460@bestpractical.com> On Mon, Jan 10, 2005 at 06:02:02PM +0000, Tony Bowden wrote: > > One of our users has a habit of clicking 'reply', typing a response, and > then getting distracted somewhere, and never actually sending the > response until he rediscovers it in one of his mozilla tabs a few days > later. > > He's noticed that RT logs the event of him clicking 'reply', That's news to me. Perhaps he means that the webserver logs it? Jesse -- From rodney.caston at match.com Mon Jan 10 13:53:55 2005 From: rodney.caston at match.com (Rodney Caston) Date: Mon, 10 Jan 2005 12:53:55 -0600 Subject: [rt-users] mod_perl & FastCGI Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27DFC@da0shme010.match.corp> We are currently using mod perl with apache2 for RT which is not supported, how does one disable modperl and enable FastCGI for RT in its place? From rt at tmtm.com Mon Jan 10 14:11:18 2005 From: rt at tmtm.com (Tony Bowden) Date: Mon, 10 Jan 2005 19:11:18 +0000 Subject: [rt-users] finding semi-composed emails In-Reply-To: <20050110182923.GJ24460@bestpractical.com> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> Message-ID: <20050110191118.GB3148@soto.kasei.com> On Mon, Jan 10, 2005 at 01:29:23PM -0500, Jesse Vincent wrote: > > He's noticed that RT logs the event of him clicking 'reply', > That's news to me. Perhaps he means that the webserver logs it? No, RT logs it. He showed me it happening. It lists it as "correspondence added", even though there actually hasn't been any added yet. Tony From sh.hancock at gmail.com Mon Jan 10 14:32:46 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Mon, 10 Jan 2005 14:32:46 -0500 Subject: [rt-users] Confusion About Adding the following virtualhost info into /etc/httpd/conf.d/rt3.conf In-Reply-To: <059401c4f730$ba77c9c0$150110ac@adsnexp> References: <059401c4f730$ba77c9c0$150110ac@adsnexp> Message-ID: <78c5b141050110113273ed12a9@mail.gmail.com> We had this problem on one of our (many) installs. We had to completely reinstall. It seems that mod_perl did not install properly and was causing all sorts of problems. I guess it could have been fixed but we just started over. Since this was a new install for us it didn't impact anything. We are building a new server with bugzilla and RT - RTFM only on it. The bottom line here (I think) is that mod_perl is the problem. On Mon, 10 Jan 2005 10:23:26 -0600, Allyn Baskerville wrote: > I'm now to the point where I need to create a virtual host for RT. The Install Guide says to put the following in > /etc/httpd/conf.d/rt3.conf: > > ====================== > > ServerName your.rt.server.hostname > DocumentRoot /usr/local/rt3/share/html > AddDefaultCharset UTF-8 > > # these four lines apply to Apache2+mod_perl2 only: {{{ > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > ============================ > How is apache going to see this? I tried to put this info into my apache config, but I couldn't start apache because of the > following error: > > Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration. > > I'm confused as to how the virtual host is supposed to be set up. Thanks in advance. Allyn > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From jesse at bestpractical.com Mon Jan 10 14:50:14 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Jan 2005 14:50:14 -0500 Subject: [rt-users] finding semi-composed emails In-Reply-To: <20050110191118.GB3148@soto.kasei.com> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> Message-ID: <20050110195014.GR24460@bestpractical.com> On Mon, Jan 10, 2005 at 07:11:18PM +0000, Tony Bowden wrote: > On Mon, Jan 10, 2005 at 01:29:23PM -0500, Jesse Vincent wrote: > > > He's noticed that RT logs the event of him clicking 'reply', > > That's news to me. Perhaps he means that the webserver logs it? > > No, RT logs it. He showed me it happening. > > It lists it as "correspondence added", even though there actually hasn't > been any added yet. So what you're saying is that you're using RT against a mysql that doesn't have support for transactions or your tables are of the wrong type. (They're not innodb). > > Tony > -- From rt at tmtm.com Mon Jan 10 15:45:24 2005 From: rt at tmtm.com (Tony Bowden) Date: Mon, 10 Jan 2005 20:45:24 +0000 Subject: [rt-users] finding semi-composed emails In-Reply-To: <20050110195014.GR24460@bestpractical.com> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> Message-ID: <20050110204524.GA8432@soto.kasei.com> On Mon, Jan 10, 2005 at 02:50:14PM -0500, Jesse Vincent wrote: > > > > He's noticed that RT logs the event of him clicking 'reply', > > > That's news to me. Perhaps he means that the webserver logs it? > > No, RT logs it. He showed me it happening. > > It lists it as "correspondence added", even though there actually hasn't > > been any added yet. > So what you're saying is that you're using RT against a mysql that > doesn't have support for transactions or your tables are of the wrong > type. (They're not innodb). It's certainly not what I'm trying to say. Perhaps it's what it means. AFAIK (althought I didn't do the setup) this is a normal debian install. The issues remain: 1) RT logs the act of hitting 'reply' as "Correspondence added" 2) I'd like to run queries against this Are you saying (1) shouldn't really happen, and thus (2) isn't possible? Tony From jesse at bestpractical.com Mon Jan 10 16:32:12 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Jan 2005 16:32:12 -0500 Subject: [rt-users] finding semi-composed emails In-Reply-To: <20050110204524.GA8432@soto.kasei.com> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> <20050110204524.GA8432@soto.kasei.com> Message-ID: <20050110213212.GU24460@bestpractical.com> On Mon, Jan 10, 2005 at 08:45:24PM +0000, Tony Bowden wrote: > On Mon, Jan 10, 2005 at 02:50:14PM -0500, Jesse Vincent wrote: > > > > > He's noticed that RT logs the event of him clicking 'reply', > > > > That's news to me. Perhaps he means that the webserver logs it? > > > No, RT logs it. He showed me it happening. > > > It lists it as "correspondence added", even though there actually hasn't > > > been any added yet. > > So what you're saying is that you're using RT against a mysql that > > doesn't have support for transactions or your tables are of the wrong > > type. (They're not innodb). > > It's certainly not what I'm trying to say. Perhaps it's what it means. > AFAIK (althought I didn't do the setup) this is a normal debian install. > > The issues remain: > > 1) RT logs the act of hitting 'reply' as "Correspondence added" > > 2) I'd like to run queries against this > > Are you saying (1) shouldn't really happen, and thus (2) isn't possible? Yes. Except I'd go so far as to say "Really shouldn't happen" > Tony -- From mikep at uclink.berkeley.edu Tue Jan 11 01:26:03 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Mon, 10 Jan 2005 22:26:03 -0800 Subject: [rt-users] Notify owner unless they are already an AdminCc In-Reply-To: <20050110213212.GU24460@bestpractical.com> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> <20050110204524.GA8432@soto.kasei.com> <20050110213212.GU24460@bestpractical.com> Message-ID: <41E3717B.4020204@uclink.berkeley.edu> On one of my queues, the Developers only see correspondence on the tickets that they own. But one of the developers has to take the role of watcher for the queue (to manage workflow). When the watcher owns the ticket they get two copies of correspondence. Any tips on customizing a template so that they only get 1 copy? The scrips that currently send 1 copy each to watcher/owner. ----------------------------------------------------------------------------------------------------- On Correspond Notify AdminCcs with template Admin correspondence On Correspond Notify Owner with template Admin correspondence The default Admin correspondence template looks like this: ----------------------------------------------------------------------------------------------------- RT-Attach-Message: yes id} > {$Transaction->Content()} ------------------------------------------------------------------------------------------------------ I'd like to create a modified template that does something like: if they're not an AdminCc or Cc then email them and I'd add this logic check on the template I'd call that notifiies owner. I'd greatly appreciate your suggestions. My Build: FreeBSD 4.11 / RT 3.2.2 / Perl 5.8.4 / Apache 1.33 Modssl / Mod_Perl 1.29 / Sendmail 8.13.1/ From elacour at easter-eggs.com Tue Jan 11 05:53:45 2005 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 11 Jan 2005 11:53:45 +0100 Subject: [rt-users] go back after merging one ticket in another Message-ID: <20050111105345.GD20263@easter-eggs.com> Is there a way to go back when using the merge into another ticket relation. Or at least, I would like to change the target ticket (I looked at the database and found th links table, but it doesn't semms to be the only place to change such thinks). -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From Ruslan.Zakirov at acronis.com Tue Jan 11 08:49:23 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 16:49:23 +0300 Subject: [rt-users] mod_perl & FastCGI In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27DFC@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27DFC@da0shme010.match.corp> Message-ID: <41E3D963.3090106@acronis.com> If you use mod_perl2 >= 1.99_16 and HTML::Mason >= 1.27 then you may stay with it. I hope in RT 3.4 note about MP2 support would be changed. Rodney Caston wrote: > We are currently using mod perl with apache2 for RT which is not > supported, how does one disable modperl and enable FastCGI for RT in its > place? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Jan 11 09:04:04 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 17:04:04 +0300 Subject: [rt-users] Notify owner unless they are already an AdminCc In-Reply-To: <41E3717B.4020204@uclink.berkeley.edu> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> <20050110204524.GA8432@soto.kasei.com> <20050110213212.GU24460@bestpractical.com> <41E3717B.4020204@uclink.berkeley.edu> Message-ID: <41E3DCD4.5020302@acronis.com> One way. Insert new record into table ScripActions with next column values: Name: Notify Owner and AdminCcs ExecModule: Notify Argument: Owner,AdminCc Other column values take from existant records in this table: SELECT * FROM ScripActions; Then delete one of the scrips and change action of the other scrip to action that has been inserted. Mike Patterson wrote: > On one of my queues, the Developers only see correspondence on the > tickets that they own. > But one of the developers has to take the role of watcher for the queue > (to manage workflow). > When the watcher owns the ticket they get two copies of correspondence. > Any tips on customizing a template so that they only get 1 copy? > The scrips that currently send 1 copy each to watcher/owner. > ----------------------------------------------------------------------------------------------------- > > On Correspond Notify AdminCcs with template Admin correspondence > On Correspond Notify Owner with template Admin correspondence > > The default Admin correspondence template looks like this: > ----------------------------------------------------------------------------------------------------- > > RT-Attach-Message: yes > > > id} > > > {$Transaction->Content()} > ------------------------------------------------------------------------------------------------------ > > > I'd like to create a modified template that does something like: > if they're not an AdminCc or Cc > then email them > > and I'd add this logic check on the template I'd call that notifiies owner. > > I'd greatly appreciate your suggestions. > > My Build: > FreeBSD 4.11 / RT 3.2.2 / Perl 5.8.4 / Apache 1.33 Modssl / Mod_Perl > 1.29 / Sendmail 8.13.1/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From elacour at easter-eggs.com Tue Jan 11 09:07:20 2005 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 11 Jan 2005 15:07:20 +0100 Subject: [rt-users] go back after merging one ticket in another In-Reply-To: <20050111105345.GD20263@easter-eggs.com> References: <20050111105345.GD20263@easter-eggs.com> Message-ID: <20050111140720.GE20263@easter-eggs.com> On Tue, Jan 11, 2005 at 11:53:45AM +0100, Emmanuel Lacour wrote: > > Is there a way to go back when using the merge into another ticket > relation. Or at least, I would like to change the target ticket (I > looked at the database and found th links table, but it doesn't semms to > be the only place to change such thinks). > I changed the target id in links tables (target,localtarget,localbase) and the effectiveid in tickets table and it seems to works. Anyone can confirm that I didn't forget something? -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From Ruslan.Zakirov at acronis.com Tue Jan 11 09:47:50 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 17:47:50 +0300 Subject: [rt-users] go back after merging one ticket in another In-Reply-To: <20050111140720.GE20263@easter-eggs.com> References: <20050111105345.GD20263@easter-eggs.com> <20050111140720.GE20263@easter-eggs.com> Message-ID: <41E3E716.90301@acronis.com> Emmanuel Lacour wrote: > On Tue, Jan 11, 2005 at 11:53:45AM +0100, Emmanuel Lacour wrote: > >>Is there a way to go back when using the merge into another ticket >>relation. Or at least, I would like to change the target ticket (I >>looked at the database and found th links table, but it doesn't semms to >>be the only place to change such thinks). >> > > > I changed the target id in links tables (target,localtarget,localbase) > and the effectiveid in tickets table and it seems to works. Anyone can > confirm that I didn't forget something? > Now, you also should review owner, cc, admincc fields for both tickets. You can do it with WebUI. From elacour at easter-eggs.com Tue Jan 11 09:52:24 2005 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 11 Jan 2005 15:52:24 +0100 Subject: [rt-users] go back after merging one ticket in another In-Reply-To: <41E3E716.90301@acronis.com> References: <20050111105345.GD20263@easter-eggs.com> <20050111140720.GE20263@easter-eggs.com> <41E3E716.90301@acronis.com> Message-ID: <20050111145224.GG20263@easter-eggs.com> On Tue, Jan 11, 2005 at 05:47:50PM +0300, Ruslan U. Zakirov wrote: > > > Now, you also should review owner, cc, admincc fields for both tickets. > You can do it with WebUI. Done, thank you :) -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From josh at saratoga.lib.ny.us Tue Jan 11 10:10:04 2005 From: josh at saratoga.lib.ny.us (josh) Date: Tue, 11 Jan 2005 10:10:04 -0500 Subject: [rt-users] Is RT 3.x on unmodified OS X 10.3.x possible? In-Reply-To: References: Message-ID: <20050111151004.GA9894@saratoga.lib.ny.us> I asked a similar question ( I'm running server as opposed to simply running 10.3) about a month ago. The reply from Jesse was: Two small problems: 1) Apple's mod_perl is busted with regard to form POSTs. 2) Apple only ships perl 5.8.1 I am curious as to which of the following approaches make the most sense: I can create a user for RT and let them install a different Perl and mod_per locally for RTs use. This creates two new projects on top of an RT install. I can use an older version of RT that will work with 5.8.1. This would be fine if I can get away with it. I can wait for Apple to update their perl to 5.8.3 -- though I don't know when and if it is planned. (They are supposed to upgrade to 10.4 very soon, but I'm not active enough in the development community to know if they have even started on 5.8.3.) I don't want to adopt the first option only to find I could do nothing for six weeks and achieve the same goal. That said I would very much like to know what seems the sanest option and especially to here from anyone who has installed RT on OSX Panther Server while making notes they'd be willing to share. On Tue, Jan 04, 2005 at 02:13:36AM -0800, B. Derman wrote: > Has anyone been able to "natively" install a 3.x version of RT on a > "native" Mac OS X 10.3.x (I'm at 10.3.7) without having to update Perl > and compile your own apache, etc.? I was unable to find any indication > of an install on unmodified OS X in the archives. -- Josh Kuperman josh at saratoga.lib.ny.us From allynb at adsne.com Tue Jan 11 10:13:30 2005 From: allynb at adsne.com (Allyn Baskerville) Date: Tue, 11 Jan 2005 09:13:30 -0600 Subject: [rt-users] Problem with "make initialize-database" - Client doesnot support authentication References: <000e01c4f61d$c53b7870$150110ac@adsnexp><20050109074924.GM24460@bestpractical.com> <001201c4f653$efbc73c0$150110ac@adsnexp> Message-ID: <003301c4f7f0$1c45ba80$150110ac@adsnexp> OK, I completely rebuilt the system. The only errors I saw was when I built mysql-server: warning: MySQL-server-4.1.8-0.i386.rpm: V3 DSA signature: NOKEY, key ID 5072e1f5 Preparing... ########################################### [100%] 1:MySQL-server ########################################### [100%] 050111 7:45:37 [Warning] Asked for 196608 thread stack, but got 126976 050111 7:45:38 [Warning] Asked for 196608 thread stack, but got 126976 I read a couple posts that these warnings were not serious, so I continued. All the database information was built when I did a "make install" with RT3. Not a single error here. So after completing the install, I went to the web page, which returned an "internal server error." The logs show the following: DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Client does not support authentication protocol requested by server; consider upgrading MySQL client at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 96 [Tue Jan 11 09:03:43 2005] [error] Connect Failed Client does not support authentication protocol requested by server; consider upgrading MySQL client\n at /usr/local/rt3/lib/RT.pm line 168\n For both DBI and DBD, I've installed RPMs and tarballs, and I still can't get past this error. I'm a noob with sql, so I'm not sure what to try. I've found a couple of sites that show this error when upgrading MySQL from 3.x to 4.x because of a password hashing scheme, but MySQL-4.1.8 was installed from scratch. Thanks for any help. Allyn > ----- Original Message ----- > From: "Jesse Vincent" > To: "Allyn Baskerville" > Cc: > Sent: Sunday, January 09, 2005 1:49 AM > Subject: Re: [rt-users] Problem with "make initialize-database" - Client does not support authentication > > >> >> >> >> On Sun, Jan 09, 2005 at 01:35:19AM -0600, Allyn Baskerville wrote: >>> I have made it to step 14 of the Fedora Core 2 + RT 3.2.x Install Guide, but I've run into a MySQL error shown at the bottom. I >>> have the following MySQL RPMs installed: >>> >>> MySQL-server-4.1.8-0 >>> MySQL-client-4.1.8-0 >>> MySQL-devel-4.1.8-0 >>> MySQL-shared-compat-4.1.8-0 >>> MySQL-shared-4.1.8-0 >>> >>> I've found a lot of mailing lists that show this error, but I haven't found a solution. I also have no experience with >>> databases, so I'm not really sure how to start troubleshooting and there isn't anything significant in the logs. >> >> Probably time to rebuild your DBD::MySQL >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From Ruslan.Zakirov at acronis.com Tue Jan 11 10:19:51 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 18:19:51 +0300 Subject: [rt-users] go back after merging one ticket in another In-Reply-To: <20050111145224.GG20263@easter-eggs.com> References: <20050111105345.GD20263@easter-eggs.com> <20050111140720.GE20263@easter-eggs.com> <41E3E716.90301@acronis.com> <20050111145224.GG20263@easter-eggs.com> Message-ID: <41E3EE97.1050703@acronis.com> Emmanuel Lacour wrote: > On Tue, Jan 11, 2005 at 05:47:50PM +0300, Ruslan U. Zakirov wrote: > >>Now, you also should review owner, cc, admincc fields for both tickets. >>You can do it with WebUI. > > > Done, thank you :) > Can you post step-by-step instructions on wiki? It would be great. Unmerge operation can't be well automated, but unfortunately required from time to time. Best regards. Ruslan. From Ruslan.Zakirov at acronis.com Tue Jan 11 10:25:59 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 18:25:59 +0300 Subject: [rt-users] Problem with "make initialize-database" - Client doesnot support authentication In-Reply-To: <003301c4f7f0$1c45ba80$150110ac@adsnexp> References: <000e01c4f61d$c53b7870$150110ac@adsnexp><20050109074924.GM24460@bestpractical.com> <001201c4f653$efbc73c0$150110ac@adsnexp> <003301c4f7f0$1c45ba80$150110ac@adsnexp> Message-ID: <41E3F007.8070903@acronis.com> Easy way is --old-passwords Read about it on: http://dev.mysql.com/doc/mysql/en/Upgrading-from-4.0.html Allyn Baskerville wrote: > OK, I completely rebuilt the system. The only errors I saw was when I > built mysql-server: > > warning: MySQL-server-4.1.8-0.i386.rpm: V3 DSA signature: NOKEY, key ID > 5072e1f5 > Preparing... ########################################### > [100%] > 1:MySQL-server ########################################### > [100%] > 050111 7:45:37 [Warning] Asked for 196608 thread stack, but got 126976 > 050111 7:45:38 [Warning] Asked for 196608 thread stack, but got 126976 > > I read a couple posts that these warnings were not serious, so I > continued. All the database information was built when I did a "make > install" with RT3. Not a single error here. So after completing the > install, I went to the web page, which returned an "internal server > error." The logs show the following: > > DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Client > does not support authentication protocol requested by server; consider > upgrading MySQL client at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 96 > [Tue Jan 11 09:03:43 2005] [error] Connect Failed Client does not > support authentication protocol requested by server; consider upgrading > MySQL client\n at /usr/local/rt3/lib/RT.pm line 168\n > > For both DBI and DBD, I've installed RPMs and tarballs, and I still > can't get past this error. I'm a noob with sql, so I'm not sure what to > try. I've found a couple of sites that show this error when upgrading > MySQL from 3.x to 4.x because of a password hashing scheme, but > MySQL-4.1.8 was installed from scratch. > > Thanks for any help. Allyn > > > >> ----- Original Message ----- From: "Jesse Vincent" >> >> To: "Allyn Baskerville" >> Cc: >> Sent: Sunday, January 09, 2005 1:49 AM >> Subject: Re: [rt-users] Problem with "make initialize-database" - >> Client does not support authentication >> >> >>> >>> >>> >>> On Sun, Jan 09, 2005 at 01:35:19AM -0600, Allyn Baskerville wrote: >>> >>>> I have made it to step 14 of the Fedora Core 2 + RT 3.2.x Install >>>> Guide, but I've run into a MySQL error shown at the bottom. I have >>>> the following MySQL RPMs installed: >>>> >>>> MySQL-server-4.1.8-0 >>>> MySQL-client-4.1.8-0 >>>> MySQL-devel-4.1.8-0 >>>> MySQL-shared-compat-4.1.8-0 >>>> MySQL-shared-4.1.8-0 >>>> >>>> I've found a lot of mailing lists that show this error, but I >>>> haven't found a solution. I also have no experience with databases, >>>> so I'm not really sure how to start troubleshooting and there isn't >>>> anything significant in the logs. >>> >>> >>> Probably time to rebuild your DBD::MySQL >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From allynb at adsne.com Tue Jan 11 10:35:25 2005 From: allynb at adsne.com (Allyn Baskerville) Date: Tue, 11 Jan 2005 09:35:25 -0600 Subject: [rt-users] Problem with "make initialize-database" - Client doesnot support authentication References: <000e01c4f61d$c53b7870$150110ac@adsnexp><20050109074924.GM24460@bestpractical.com> <001201c4f653$efbc73c0$150110ac@adsnexp> <003301c4f7f0$1c45ba80$150110ac@adsnexp> <41E3F007.8070903@acronis.com> Message-ID: <004101c4f7f3$2d556020$150110ac@adsnexp> I've already read about this and done it, but I have the same problem. This system never had any other version of MySQL other than the current one of 4.1.8-0. Given that, should I even have to do this? ----- Original Message ----- From: "Ruslan U. Zakirov" To: "Allyn Baskerville" Cc: Sent: Tuesday, January 11, 2005 9:25 AM Subject: Re: [rt-users] Problem with "make initialize-database" - Client doesnot support authentication > Easy way is --old-passwords > Read about it on: > http://dev.mysql.com/doc/mysql/en/Upgrading-from-4.0.html > > Allyn Baskerville wrote: >> OK, I completely rebuilt the system. The only errors I saw was when I built mysql-server: >> >> warning: MySQL-server-4.1.8-0.i386.rpm: V3 DSA signature: NOKEY, key ID 5072e1f5 >> Preparing... ########################################### [100%] >> 1:MySQL-server ########################################### [100%] >> 050111 7:45:37 [Warning] Asked for 196608 thread stack, but got 126976 >> 050111 7:45:38 [Warning] Asked for 196608 thread stack, but got 126976 >> >> I read a couple posts that these warnings were not serious, so I continued. All the database information was built when I did a >> "make install" with RT3. Not a single error here. So after completing the install, I went to the web page, which returned an >> "internal server error." The logs show the following: >> >> DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Client does not support authentication protocol requested by >> server; consider upgrading MySQL client at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 96 >> [Tue Jan 11 09:03:43 2005] [error] Connect Failed Client does not support authentication protocol requested by server; consider >> upgrading MySQL client\n at /usr/local/rt3/lib/RT.pm line 168\n >> >> For both DBI and DBD, I've installed RPMs and tarballs, and I still can't get past this error. I'm a noob with sql, so I'm not >> sure what to try. I've found a couple of sites that show this error when upgrading MySQL from 3.x to 4.x because of a password >> hashing scheme, but MySQL-4.1.8 was installed from scratch. >> >> Thanks for any help. Allyn >> >> >> >>> ----- Original Message ----- From: "Jesse Vincent" >>> To: "Allyn Baskerville" >>> Cc: >>> Sent: Sunday, January 09, 2005 1:49 AM >>> Subject: Re: [rt-users] Problem with "make initialize-database" - Client does not support authentication >>> >>> >>>> >>>> >>>> >>>> On Sun, Jan 09, 2005 at 01:35:19AM -0600, Allyn Baskerville wrote: >>>> >>>>> I have made it to step 14 of the Fedora Core 2 + RT 3.2.x Install Guide, but I've run into a MySQL error shown at the bottom. >>>>> I have the following MySQL RPMs installed: >>>>> >>>>> MySQL-server-4.1.8-0 >>>>> MySQL-client-4.1.8-0 >>>>> MySQL-devel-4.1.8-0 >>>>> MySQL-shared-compat-4.1.8-0 >>>>> MySQL-shared-4.1.8-0 >>>>> >>>>> I've found a lot of mailing lists that show this error, but I haven't found a solution. I also have no experience with >>>>> databases, so I'm not really sure how to start troubleshooting and there isn't anything significant in the logs. >>>> >>>> >>>> Probably time to rebuild your DBD::MySQL >>>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT wiki at http://wiki.bestpractical.com >>> >>> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > From elacour at easter-eggs.com Tue Jan 11 10:46:49 2005 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 11 Jan 2005 16:46:49 +0100 Subject: [rt-users] go back after merging one ticket in another In-Reply-To: <41E3EE97.1050703@acronis.com> References: <20050111105345.GD20263@easter-eggs.com> <20050111140720.GE20263@easter-eggs.com> <41E3E716.90301@acronis.com> <20050111145224.GG20263@easter-eggs.com> <41E3EE97.1050703@acronis.com> Message-ID: <20050111154649.GA1509@easter-eggs.com> On Tue, Jan 11, 2005 at 06:19:51PM +0300, Ruslan U. Zakirov wrote: > Can you post step-by-step instructions on wiki? It would be great. > Unmerge operation can't be well automated, but unfortunately required > from time to time. Done, in the FAQ, in DATABASE section (last QA). -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From Ruslan.Zakirov at acronis.com Tue Jan 11 11:07:22 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 19:07:22 +0300 Subject: [rt-users] Problem with "make initialize-database" - Client doesnot support authentication In-Reply-To: <004101c4f7f3$2d556020$150110ac@adsnexp> References: <000e01c4f61d$c53b7870$150110ac@adsnexp><20050109074924.GM24460@bestpractical.com> <001201c4f653$efbc73c0$150110ac@adsnexp> <003301c4f7f0$1c45ba80$150110ac@adsnexp> <41E3F007.8070903@acronis.com> <004101c4f7f3$2d556020$150110ac@adsnexp> Message-ID: <41E3F9BA.4060706@acronis.com> Allyn Baskerville wrote: > I've already read about this and done it, but I have the same problem. > This system never had any other version of MySQL other than the current > one of 4.1.8-0. Given that, should I even have to do this? May be you've done wrong things? 'old-passwords' should work. Other way is _build_ DBD::mysql 2.9004 from sources and necessarily against mysql 4.1.x client libs. Binary RPMs wouldn't help you here. If you have SRC.RPM of the DBD::mysql 2.9004 then you can use it too. See also: http://www.issociate.de/board/post/147728/MySQL_4.1.7_req'd_DBD_Version.html > > > ----- Original Message ----- From: "Ruslan U. Zakirov" > > To: "Allyn Baskerville" > Cc: > Sent: Tuesday, January 11, 2005 9:25 AM > Subject: Re: [rt-users] Problem with "make initialize-database" - Client > doesnot support authentication > > >> Easy way is --old-passwords >> Read about it on: >> http://dev.mysql.com/doc/mysql/en/Upgrading-from-4.0.html >> >> Allyn Baskerville wrote: >> >>> OK, I completely rebuilt the system. The only errors I saw was when I >>> built mysql-server: >>> >>> warning: MySQL-server-4.1.8-0.i386.rpm: V3 DSA signature: NOKEY, key >>> ID 5072e1f5 >>> Preparing... >>> ########################################### [100%] >>> 1:MySQL-server >>> ########################################### [100%] >>> 050111 7:45:37 [Warning] Asked for 196608 thread stack, but got 126976 >>> 050111 7:45:38 [Warning] Asked for 196608 thread stack, but got 126976 >>> >>> I read a couple posts that these warnings were not serious, so I >>> continued. All the database information was built when I did a "make >>> install" with RT3. Not a single error here. So after completing the >>> install, I went to the web page, which returned an "internal server >>> error." The logs show the following: >>> >>> DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Client >>> does not support authentication protocol requested by server; >>> consider upgrading MySQL client at >>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 96 >>> [Tue Jan 11 09:03:43 2005] [error] Connect Failed Client does not >>> support authentication protocol requested by server; consider >>> upgrading MySQL client\n at /usr/local/rt3/lib/RT.pm line 168\n >>> >>> For both DBI and DBD, I've installed RPMs and tarballs, and I still >>> can't get past this error. I'm a noob with sql, so I'm not sure what >>> to try. I've found a couple of sites that show this error when >>> upgrading MySQL from 3.x to 4.x because of a password hashing scheme, >>> but MySQL-4.1.8 was installed from scratch. >>> >>> Thanks for any help. Allyn >>> >>> >>> >>>> ----- Original Message ----- From: "Jesse Vincent" >>>> >>>> To: "Allyn Baskerville" >>>> Cc: >>>> Sent: Sunday, January 09, 2005 1:49 AM >>>> Subject: Re: [rt-users] Problem with "make initialize-database" - >>>> Client does not support authentication >>>> >>>> >>>>> >>>>> >>>>> >>>>> On Sun, Jan 09, 2005 at 01:35:19AM -0600, Allyn Baskerville wrote: >>>>> >>>>>> I have made it to step 14 of the Fedora Core 2 + RT 3.2.x Install >>>>>> Guide, but I've run into a MySQL error shown at the bottom. I have >>>>>> the following MySQL RPMs installed: >>>>>> >>>>>> MySQL-server-4.1.8-0 >>>>>> MySQL-client-4.1.8-0 >>>>>> MySQL-devel-4.1.8-0 >>>>>> MySQL-shared-compat-4.1.8-0 >>>>>> MySQL-shared-4.1.8-0 >>>>>> >>>>>> I've found a lot of mailing lists that show this error, but I >>>>>> haven't found a solution. I also have no experience with >>>>>> databases, so I'm not really sure how to start troubleshooting and >>>>>> there isn't anything significant in the logs. >>>>> >>>>> >>>>> >>>>> Probably time to rebuild your DBD::MySQL >>>>> From mikep at uclink.berkeley.edu Tue Jan 11 12:05:13 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 11 Jan 2005 09:05:13 -0800 Subject: [rt-users] Notify owner unless they are already an AdminCc In-Reply-To: <41E3717B.4020204@uclink.berkeley.edu> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> <20050110204524.GA8432@soto.kasei.com> <20050110213212.GU24460@bestpractical.com> <41E3717B.4020204@uclink.berkeley.edu> Message-ID: <41E40749.9060804@uclink.berkeley.edu> By browsing the code and the wiki I determined that I want to define a Custom Action e.g. "Notify Owner and AdminCc's". Then I would use it in a scrip "On Comment Notify Owner and AdminCc's using Template Admin comment" I wasn't able to figure out the syntax to create a CustomAction... Basically I wanted to "NotifyAsComment(AdminCc,Owner)" But I wasn't sure where to add that line and what should go in the other boxes: Custom condition: Custom action preparation code: Custom action cleanup code: By browsing the tables I figured out how to insert a row that would has the desired effect, note previous row was row '17' INSERT INTO `ScripActions` ( `id` , `Name` , `Description` , `ExecModule` , `Argument` , `Creator` , `Created` , `LastUpdatedBy` , `LastUpdated` ) VALUES ( '18', 'NotifyAsComment Owners and AdminCcs', 'Send mail to Owners and AdminCcs', 'NotifyAsComment', 'AdminCc,Owner', '1', '2005-01-11 08:42:51', '1', '2005-01-11 08:42:51' ); Then I was able to call that action in scrip (it shows up on drop-down list now). My problem is solved, but I would have preferred to have use builtin method of adding CustomActions. Any tips concerning what should have gone in the "Custom condition:" "Custom action preparation code:" and "Custom Action cleanup code:" to create a CustomAction within my scrip? Thanks, Mike From jreeder at minutemenu.com Tue Jan 11 12:21:49 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Tue, 11 Jan 2005 11:21:49 -0600 Subject: [rt-users] Easily assigning "requestor" a username rather than an email Message-ID: Since this question requires a little bit of background, I'm going to state the question itself as simply as possible before I get into the back-story. Q: How can I easily make the "requestor" of a ticket a user other than myself, without necessarily knowing that user's email address? Secondary to that, is it possible to search through tickets by a requestor's username rather than by his email address? If this makes sense as is, read no further. If not, you can see why I'm asking below: The way we have our RT set up is such that our clients are set up as users in the system. They can each login, search tickets, create tickets, etc. However, they also call us quite frequently. When they call us, an internal support staff member will create a new ticket, and change the requestor from himself to the client's email address as listed in their "Edit User" form. Unfortunately, its obviously a lot easier to ask a caller "What is your company name?" (which we use as their username) than it is to say "What email address to you have on file with us?". So it would be awesome if the person fielding the call could just pop in a username rather than having to find the email address associated with that username. Also, I'd like to be able to search through tickets by providing a requestor's username rather than his email address. Right now, the search criteria only has "(Requestor's|CC's|AdminCC's) email address (contains|doesn't contain) __________". I'm wondering if any of you guys have come up with an easier way to search through tickets by a requesting user rather than by a requesting user's email address. Thanks a bunch for taking the time to help out. Jonathan Reeder -------------- next part -------------- An HTML attachment was scrubbed... URL: From tmccullo at n-able.com Tue Jan 11 11:24:18 2005 From: tmccullo at n-able.com (Todd McCullough) Date: Tue, 11 Jan 2005 11:24:18 -0500 Subject: [rt-users] Fedora core 3 with FAST-CGI errors Message-ID: I?ve installed everything without errors but when I start apache I get the following errors. I?ve using Fedora core 3 postgresql-7.4.6-1.FC3.2 httpd-2.0.52-3.1 perl-5.8.5-9 mod_fastcgi-2.4.2-1 Here?s the errors!! Help!!! [Sun Dec 26 04:02:10 2004] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Sun Dec 26 04:02:10 2004] [notice] FastCGI: process manager initialized (pid 22080) [Sun Dec 26 04:02:10 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 22081) [Sun Dec 26 04:02:10 2004] [notice] Apache/2.0.52 (Fedora) configured -- resuming normal operations FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid 22081), execle() failed: Permission denied [Sun Dec 26 04:02:11 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 22081) terminated by calling exit with status '255' [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 22090) FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid 22090), execle() failed: Permission denied [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 22090) terminated by calling exit with status '255' -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikep at uclink.berkeley.edu Tue Jan 11 12:32:39 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 11 Jan 2005 09:32:39 -0800 Subject: [rt-users] Notify owner unless they are already an AdminCc In-Reply-To: <41E3DCD4.5020302@acronis.com> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> <20050110204524.GA8432@soto.kasei.com> <20050110213212.GU24460@bestpractical.com> <41E3717B.4020204@uclink.berkeley.edu> <41E3DCD4.5020302@acronis.com> Message-ID: <41E40DB7.5040707@uclink.berkeley.edu> Ruslan, Thank you for your excellent suggestion. I was troubleshooting this morning and came to the same conclusion, then posted w/o reading your message. This seems to be working well although I suppose it would feel a bit cleaner if I defined it as a CustomAction. Mike Ruslan U. Zakirov wrote: > One way. > Insert new record into table ScripActions with next column values: > Name: Notify Owner and AdminCcs > ExecModule: Notify > Argument: Owner,AdminCc > Other column values take from existant records in this table: > SELECT * FROM ScripActions; > > Then delete one of the scrips and change action of the other scrip to > action that has been inserted. From Ruslan.Zakirov at acronis.com Tue Jan 11 12:43:18 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 20:43:18 +0300 Subject: [rt-users] Fedora core 3 with FAST-CGI errors In-Reply-To: References: Message-ID: <41E41036.6030306@acronis.com> http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration Todd McCullough wrote: > I?ve installed everything without errors but when I start apache I get > the following errors. > > > > I?ve using > > > > Fedora core 3 > > postgresql-7.4.6-1.FC3.2 > > httpd-2.0.52-3.1 > > perl-5.8.5-9 > > mod_fastcgi-2.4.2-1 > > > > > > Here?s the errors!! Help!!! > > > > [Sun Dec 26 04:02:10 2004] [notice] mod_python: Creating 4 session > mutexes based on 256 max processes and 0 max threads. > > [Sun Dec 26 04:02:10 2004] [notice] FastCGI: process manager initialized > (pid 22080) > > [Sun Dec 26 04:02:10 2004] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 22081) > > [Sun Dec 26 04:02:10 2004] [notice] Apache/2.0.52 (Fedora) configured -- > resuming normal operations > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid > 22081), execle() failed: Permission denied > > [Sun Dec 26 04:02:11 2004] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 22081) terminated by calling exit > with status '255' > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 22090) > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid > 22090), execle() failed: Permission denied > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 22090) terminated by calling exit > with status '255' > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Jan 11 12:57:11 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 20:57:11 +0300 Subject: [rt-users] Notify owner unless they are already an AdminCc In-Reply-To: <41E40749.9060804@uclink.berkeley.edu> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> <20050110204524.GA8432@soto.kasei.com> <20050110213212.GU24460@bestpractical.com> <41E3717B.4020204@uclink.berkeley.edu> <41E40749.9060804@uclink.berkeley.edu> Message-ID: <41E41377.5000001@acronis.com> Mike Patterson wrote: > By browsing the code and the wiki I determined that I want to define a > Custom Action e.g. "Notify Owner and AdminCc's". No, you don't want CustomAction. > Then I would use it in a scrip "On Comment Notify Owner and AdminCc's > using Template Admin comment" [snip] > By browsing the tables I figured out how to insert a row that would has > the desired effect, note previous row was row '17' > > INSERT INTO `ScripActions` ( `id` , `Name` , `Description` , > `ExecModule` , `Argument` , `Creator` , `Created` , `LastUpdatedBy` , > `LastUpdated` ) > VALUES ( > '18', 'NotifyAsComment Owners and AdminCcs', 'Send mail to Owners and > AdminCcs', 'NotifyAsComment', 'AdminCc,Owner', '1', '2005-01-11 > 08:42:51', '1', '2005-01-11 08:42:51' > ); > > Then I was able to call that action in scrip (it shows up on drop-down > list now). Yeah, it's way to go for now. > My problem is solved, but I would have preferred to have use builtin > method of adding CustomActions. Any tips concerning what should have > gone in the "Custom condition:" "Custom action preparation code:" and > "Custom Action cleanup code:" to create a CustomAction within my scrip? You want WebUI admin tool to manage ScripActions table. It's not implemented. > > Thanks, > Mike From tmccullo at n-able.com Tue Jan 11 13:07:01 2005 From: tmccullo at n-able.com (Todd McCullough) Date: Tue, 11 Jan 2005 13:07:01 -0500 Subject: [rt-users] Fedora core 3 with FAST-CGI errors In-Reply-To: <6da9cccc05011109435a11fa8d@mail.gmail.com> Message-ID: I double checked the permissions and still no luck.... [root at rt rt3]# ll total 56 drwxr-xr-x 2 www rt 4096 Jan 3 16:20 bin drwxr-xr-x 2 www rt 4096 Jan 3 18:25 etc drwxr-xr-x 4 www rt 4096 Jan 3 16:20 lib drwxr-xr-x 6 www rt 4096 Jan 3 16:20 local drwxr-xr-x 2 www rt 4096 Jan 3 16:20 sbin drwxr-xr-x 4 www rt 4096 Jan 3 16:20 share drwxr-xr-x 5 www rt 4096 Jan 3 16:20 var [root at rt rt3]# cd bin/ [root at rt bin]# ll total 156 -rwxr-xr-x 1 www rt 3058 Dec 30 11:33 mason_handler.fcgi -rw-r--r-- 1 www rt 2283 Dec 30 11:33 mason_handler.scgi -rwxr-xr-x 1 www rt 7706 Dec 30 11:33 mason_handler.svc -rwxr-xr-x 1 www rt 54269 Dec 30 11:33 rt -rwxr-xr-x 1 www rt 7443 Dec 30 11:33 rt-crontool -rwxr-xr-x 1 www rt 21502 Dec 30 11:33 rt-mailgate -rw-r--r-- 1 www rt 6794 Dec 30 11:33 standalone_httpd -rwxr-xr-x 1 www rt 4193 Dec 30 11:33 webmux.pl less /etc/group www:x:101:rt rt:x:502:www,apache -----Original Message----- From: O4Tom [mailto:2o4tom at gmail.com] Sent: Tuesday, January 11, 2005 12:44 PM To: Todd McCullough Subject: Re: [rt-users] Fedora core 3 with FAST-CGI errors I had something similar to this on my setup, but I was using apache 1.3.x Make sure those files are set to something that can be read by the account that you run your webserver as. An easy way to do that is to add your webserver user (apache, www, web, etc) to the rt group in /etc/group On Tue, 11 Jan 2005 11:24:18 -0500, Todd McCullough wrote: > > > I've installed everything without errors but when I start apache I get the > following errors. > > > > I've using > > > > Fedora core 3 > > postgresql-7.4.6-1.FC3.2 > > httpd-2.0.52-3.1 > > perl-5.8.5-9 > > mod_fastcgi-2.4.2-1 > > > > > > Here's the errors!! Help!!! > > > > [Sun Dec 26 04:02:10 2004] [notice] mod_python: Creating 4 session mutexes > based on 256 max processes and 0 max threads. > > [Sun Dec 26 04:02:10 2004] [notice] FastCGI: process manager initialized > (pid 22080) > > [Sun Dec 26 04:02:10 2004] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 22081) > > [Sun Dec 26 04:02:10 2004] [notice] Apache/2.0.52 (Fedora) configured -- > resuming normal operations > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid 22081), > execle() failed: Permission denied > > [Sun Dec 26 04:02:11 2004] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 22081) terminated by calling exit > with status '255' > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 22090) > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid 22090), > execle() failed: Permission denied > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 22090) terminated by calling exit > with status '255' > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- 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 MarkRoedel at letu.edu Tue Jan 11 13:15:28 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 11 Jan 2005 12:15:28 -0600 Subject: [rt-users] Easily assigning "requestor" a username rather than anemail Message-ID: From: rt-users-bounces at lists.bestpractical.com Sent: Tuesday, January 11, 2005 11:22 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Easily assigning "requestor" a username rather than anemail > Also, I'd like to be able to search through tickets by > providing a requestor's username rather than his email > address. Right now, the search criteria only has > "(Requestor's|CC's|AdminCC's) email address (contains| > doesn't contain) __________". I'm wondering if any of > you guys have come up with an easier way to search > through tickets by a requesting user rather than by a > requesting user's email address. What version of RT are you running? I'm not sure about the ticket creation side of things, but the ticket query builder in our installation definitely lets you search on (Requestor|CC|AdminCC) (Name|Realname|Nickname|EmailAddress|etc). We're running 3.4.0rc5, but I'm pretty sure that's been there since at least 3.2.2... -- Mark Roedel Web Programmer / Analyst LeTourneau University From rt at chaka.net Tue Jan 11 12:39:47 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 11 Jan 2005 12:39:47 -0500 Subject: [rt-users] Easily assigning "requestor" a username rather than an email In-Reply-To: References: Message-ID: <20050111173947.GD27116@chaka.net> I think there are some places in RT where LoadByEmail is called and it should probably just be Load(). User_Overlay::Load() should be changed to: sub Load { my $self = shift; my $identifier = shift || return undef; #if it's an int, load by id. otherwise, load by name. if ( $identifier =~ /^\d+$/ ) { $self->SUPER::LoadById($identifier); } elsif ($identifier =~ /\@/) { $self->LoadByEmail( $identifier ); } else { $self->LoadByCol( "Name", $identifier ); } } On Tue, Jan 11, 2005 at 11:21:49AM -0600, Jonathan Reeder wrote: > Since this question requires a little bit of background, I'm going to state > the question itself as simply as possible before I get into the back-story. > > Q: How can I easily make the "requestor" of a ticket a user other than > myself, without necessarily knowing that user's email address? Secondary to > that, is it possible to search through tickets by a requestor's username > rather than by his email address? > > If this makes sense as is, read no further. If not, you can see why I'm > asking below: > > The way we have our RT set up is such that our clients are set up as users > in the system. They can each login, search tickets, create tickets, etc. > However, they also call us quite frequently. When they call us, an internal > support staff member will create a new ticket, and change the requestor from > himself to the client's email address as listed in their "Edit User" form. > Unfortunately, its obviously a lot easier to ask a caller "What is your > company name?" (which we use as their username) than it is to say "What > email address to you have on file with us?". So it would be awesome if the > person fielding the call could just pop in a username rather than having to > find the email address associated with that username. > > Also, I'd like to be able to search through tickets by providing a > requestor's username rather than his email address. Right now, the search > criteria only has "(Requestor's|CC's|AdminCC's) email address > (contains|doesn't contain) __________". I'm wondering if any of you guys > have come up with an easier way to search through tickets by a requesting > user rather than by a requesting user's email address. > > Thanks a bunch for taking the time to help out. > > Jonathan Reeder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jreeder at minutemenu.com Tue Jan 11 13:49:34 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Tue, 11 Jan 2005 12:49:34 -0600 Subject: [rt-users] Easily assigning "requestor" a username rather than an email In-Reply-To: Message-ID: >What version of RT are you running? I'm not sure about the ticket >creation side of things, but the ticket query builder in our >installation definitely lets you search on (Requestor|CC|AdminCC) >(Name|Realname|Nickname|EmailAddress|etc). We're running 3.4.0rc5, but >I'm pretty sure that's been there since at least 3.2.2... You're absolutely right. My apologies, I was still running 3.0.12. Now if I can just figure out how to create the tickets with a username as requestor instead of email address, I'll be all set. Thanks a bunch for the heads-up. From jreeder at minutemenu.com Tue Jan 11 13:51:41 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Tue, 11 Jan 2005 12:51:41 -0600 Subject: [rt-users] Easily assigning "requestor" a username rather than an email In-Reply-To: <20050111173947.GD27116@chaka.net> Message-ID: Cool, this sounds very promising. I'm a bit unindoctrinated though, so you'll have to excuse me. Is this going to allow me to put a username in the "Requestor" field, then when I save the ticket, it will automatically assign that user's email address to the "Requestor" field? Thanks a bunch. -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Tuesday, January 11, 2005 11:40 AM To: Jonathan Reeder Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Easily assigning "requestor" a username rather than an email I think there are some places in RT where LoadByEmail is called and it should probably just be Load(). User_Overlay::Load() should be changed to: sub Load { my $self = shift; my $identifier = shift || return undef; #if it's an int, load by id. otherwise, load by name. if ( $identifier =~ /^\d+$/ ) { $self->SUPER::LoadById($identifier); } elsif ($identifier =~ /\@/) { $self->LoadByEmail( $identifier ); } else { $self->LoadByCol( "Name", $identifier ); } } On Tue, Jan 11, 2005 at 11:21:49AM -0600, Jonathan Reeder wrote: > Since this question requires a little bit of background, I'm going to state > the question itself as simply as possible before I get into the back-story. > > Q: How can I easily make the "requestor" of a ticket a user other than > myself, without necessarily knowing that user's email address? Secondary to > that, is it possible to search through tickets by a requestor's username > rather than by his email address? > > If this makes sense as is, read no further. If not, you can see why I'm > asking below: > > The way we have our RT set up is such that our clients are set up as users > in the system. They can each login, search tickets, create tickets, etc. > However, they also call us quite frequently. When they call us, an internal > support staff member will create a new ticket, and change the requestor from > himself to the client's email address as listed in their "Edit User" form. > Unfortunately, its obviously a lot easier to ask a caller "What is your > company name?" (which we use as their username) than it is to say "What > email address to you have on file with us?". So it would be awesome if the > person fielding the call could just pop in a username rather than having to > find the email address associated with that username. > > Also, I'd like to be able to search through tickets by providing a > requestor's username rather than his email address. Right now, the search > criteria only has "(Requestor's|CC's|AdminCC's) email address > (contains|doesn't contain) __________". I'm wondering if any of you guys > have come up with an easier way to search through tickets by a requesting > user rather than by a requesting user's email address. > > Thanks a bunch for taking the time to help out. > > Jonathan Reeder > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Jan 11 13:54:22 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 11 Jan 2005 21:54:22 +0300 Subject: [rt-users] Problem with "make initialize-database" - Client doesnot support authentication In-Reply-To: <004b01c4f807$47fa44e0$150110ac@adsnexp> References: <000e01c4f61d$c53b7870$150110ac@adsnexp><20050109074924.GM24460@bestpractical.com> <001201c4f653$efbc73c0$150110ac@adsnexp> <003301c4f7f0$1c45ba80$150110ac@adsnexp> <41E3F007.8070903@acronis.com> <004101c4f7f3$2d556020$150110ac@adsnexp> <41E3F9BA.4060706@acronis.com> <004b01c4f807$47fa44e0$150110ac@adsnexp> Message-ID: <41E420DE.7050207@acronis.com> Allyn Baskerville wrote: > I think I'm catching on here. Thanks for your input. Where was problem? How did you fix it? solution should be posted on wiki, may be you can do it? Regards. Ruslan. PS: always cc to the lists even if answer is "works". > > ----- Original Message ----- From: "Ruslan U. Zakirov" > > To: "Allyn Baskerville" > Cc: > Sent: Tuesday, January 11, 2005 10:07 AM > Subject: Re: [rt-users] Problem with "make initialize-database" - Client > doesnot support authentication > > >> Allyn Baskerville wrote: >> >>> I've already read about this and done it, but I have the same >>> problem. This system never had any other version of MySQL other than >>> the current one of 4.1.8-0. Given that, should I even have to do this? >> >> May be you've done wrong things? 'old-passwords' should work. >> >> Other way is _build_ DBD::mysql 2.9004 from sources and necessarily >> against mysql 4.1.x client libs. Binary RPMs wouldn't help you here. >> If you have SRC.RPM of the DBD::mysql 2.9004 then you can use it too. >> >> See also: >> http://www.issociate.de/board/post/147728/MySQL_4.1.7_req'd_DBD_Version.html >> From mtaylor at real.com Tue Jan 11 14:27:03 2005 From: mtaylor at real.com (Mark Taylor) Date: Tue, 11 Jan 2005 11:27:03 -0800 Subject: [rt-users] User_Local path being followed sometimes, not every Message-ID: <41E42887.9080409@real.com> if you attempt to log in as a normal user, the authentication fails. rt log echoes: [error]: "FAILED LOGIN for x from x.x.x (/usr/share/request-tracker3/html/autohandler:175) HOWEVER, logging in as 'root' User_Local.pm is clearly being read, as the the log echoes: [info]: Using External Authentication (/usr/share/request-tracker3/lib/RT/User_Local.pm:21) the authentication results in an error output to the web browser (firefox) as below: error: Can't locate object method "new" via package "Net::LDAP" (perhaps you forgot to load "Net::LDAP"?) at /usr/share/request-tracker3/lib/RT/User_Local.pm line 65. context: ... 61: $RT::Logger->info("Using External Authentication\n"); 62: use Net::LDAP; 63: 64: my $mesg; 65: my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to LDAP'\n"), return 0; 66: 67: # Iseem to have problems is I try and bind with a NULL username by hand 68: # So this now checks to see if we are really going to bind with a 69: # username. ... code stack: /usr/share/request-tracker3/lib/RT/User_Local.pm:65 /usr/share/request-tracker3/lib/RT/CurrentUser.pm:273 /usr/share/request-tracker3/html/autohandler:172 raw error my RT_SiteConfig.pm: # RT_SiteConfig.pm # # These are the bits you absolutely *must* edit. # # To find out how, please read # /usr/share/doc/request-tracker3/INSTALL.Debian # THE BASICS: Set($rtname, 'host.x.x.com'); Set($Organization, 'x.x.com'); Set($CorrespondAddress , 'rt at x.x.com'); Set($CommentAddress , 'rt-comment at x.x.com'); Set($Timezone , 'US/Pacific'); # obviously choose what suits you Set($LogToFile , 1); Set($UseFriendlyToLine , 1); Set($MailCommand , 'sendmail'); # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'x'); Set($DatabaseName , 'rtdb'); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://host.x.x.com"); # LDAP: Set($LDAPExternalAuth, 1); Set($LdapServer, "ldap.x.x.com"); Set($LdapUser, ""); Set($LdapPass, ""); Set($LdapBase, "ou=x,ou=x,dc=x,dc=com"); Set($LdapUidAttr, "uid"); Set($LdapFilter, "(objectclass=*)"); 1; why would it be following one code path some of the time (at least in one instance) and another, apparently, every other time? Is there something glaringly obvious I've missed (or not-so-glaringly obvious)? what should I look for? thanks for any time you might give this MarkT From rt at chaka.net Tue Jan 11 13:53:28 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 11 Jan 2005 13:53:28 -0500 Subject: [rt-users] Easily assigning "requestor" a username rather than an email In-Reply-To: References: <20050111173947.GD27116@chaka.net> Message-ID: <20050111185328.GE27116@chaka.net> Yes. On Tue, Jan 11, 2005 at 12:51:41PM -0600, Jonathan Reeder wrote: > Cool, this sounds very promising. I'm a bit unindoctrinated though, so > you'll have to excuse me. Is this going to allow me to put a username in > the "Requestor" field, then when I save the ticket, it will automatically > assign that user's email address to the "Requestor" field? > > Thanks a bunch. > > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Tuesday, January 11, 2005 11:40 AM > To: Jonathan Reeder > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Easily assigning "requestor" a username rather > than an email > > > I think there are some places in RT where LoadByEmail is called and > it should probably just be Load(). User_Overlay::Load() should > be changed to: > > sub Load { > my $self = shift; > my $identifier = shift || return undef; > > #if it's an int, load by id. otherwise, load by name. > if ( $identifier =~ /^\d+$/ ) { > $self->SUPER::LoadById($identifier); > } > elsif ($identifier =~ /\@/) { > $self->LoadByEmail( $identifier ); > } > else { > $self->LoadByCol( "Name", $identifier ); > } > } > > On Tue, Jan 11, 2005 at 11:21:49AM -0600, Jonathan Reeder wrote: > > Since this question requires a little bit of background, I'm going to > state > > the question itself as simply as possible before I get into the > back-story. > > > > Q: How can I easily make the "requestor" of a ticket a user other than > > myself, without necessarily knowing that user's email address? Secondary > to > > that, is it possible to search through tickets by a requestor's username > > rather than by his email address? > > > > If this makes sense as is, read no further. If not, you can see why I'm > > asking below: > > > > The way we have our RT set up is such that our clients are set up as users > > in the system. They can each login, search tickets, create tickets, etc. > > However, they also call us quite frequently. When they call us, an > internal > > support staff member will create a new ticket, and change the requestor > from > > himself to the client's email address as listed in their "Edit User" form. > > Unfortunately, its obviously a lot easier to ask a caller "What is your > > company name?" (which we use as their username) than it is to say "What > > email address to you have on file with us?". So it would be awesome if > the > > person fielding the call could just pop in a username rather than having > to > > find the email address associated with that username. > > > > Also, I'd like to be able to search through tickets by providing a > > requestor's username rather than his email address. Right now, the search > > criteria only has "(Requestor's|CC's|AdminCC's) email address > > (contains|doesn't contain) __________". I'm wondering if any of you guys > > have come up with an easier way to search through tickets by a requesting > > user rather than by a requesting user's email address. > > > > Thanks a bunch for taking the time to help out. > > > > Jonathan Reeder > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From rt at chaka.net Tue Jan 11 14:03:28 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 11 Jan 2005 14:03:28 -0500 Subject: [rt-users] Easily assigning "requestor" a username rather than an email In-Reply-To: References: <20050111173947.GD27116@chaka.net> Message-ID: <20050111190328.GF27116@chaka.net> This is not the cleanest way to do it but it is the easiest. Create /opt/rt3/local/lib/RT/User_Local.pm with this content: no warnings qw(redefine); sub LoadByEmail { my $self = shift; my $address = shift; # Never load an empty address as an email address. unless ($address) { return (undef); } if ($address !~ /\@/) { $self->Load($address) && return $self; } $address = $self->CanonicalizeEmailAddress($address); #$RT::Logger->debug("Trying to load an email address: $address\n"); return $self->LoadByCol( "EmailAddress", $address ); } You may need to restart Apache. -Todd On Tue, Jan 11, 2005 at 12:51:41PM -0600, Jonathan Reeder wrote: > Cool, this sounds very promising. I'm a bit unindoctrinated though, so > you'll have to excuse me. Is this going to allow me to put a username in > the "Requestor" field, then when I save the ticket, it will automatically > assign that user's email address to the "Requestor" field? > > Thanks a bunch. > > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Tuesday, January 11, 2005 11:40 AM > To: Jonathan Reeder > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Easily assigning "requestor" a username rather > than an email > > > I think there are some places in RT where LoadByEmail is called and > it should probably just be Load(). User_Overlay::Load() should > be changed to: > > sub Load { > my $self = shift; > my $identifier = shift || return undef; > > #if it's an int, load by id. otherwise, load by name. > if ( $identifier =~ /^\d+$/ ) { > $self->SUPER::LoadById($identifier); > } > elsif ($identifier =~ /\@/) { > $self->LoadByEmail( $identifier ); > } > else { > $self->LoadByCol( "Name", $identifier ); > } > } > > On Tue, Jan 11, 2005 at 11:21:49AM -0600, Jonathan Reeder wrote: > > Since this question requires a little bit of background, I'm going to > state > > the question itself as simply as possible before I get into the > back-story. > > > > Q: How can I easily make the "requestor" of a ticket a user other than > > myself, without necessarily knowing that user's email address? Secondary > to > > that, is it possible to search through tickets by a requestor's username > > rather than by his email address? > > > > If this makes sense as is, read no further. If not, you can see why I'm > > asking below: > > > > The way we have our RT set up is such that our clients are set up as users > > in the system. They can each login, search tickets, create tickets, etc. > > However, they also call us quite frequently. When they call us, an > internal > > support staff member will create a new ticket, and change the requestor > from > > himself to the client's email address as listed in their "Edit User" form. > > Unfortunately, its obviously a lot easier to ask a caller "What is your > > company name?" (which we use as their username) than it is to say "What > > email address to you have on file with us?". So it would be awesome if > the > > person fielding the call could just pop in a username rather than having > to > > find the email address associated with that username. > > > > Also, I'd like to be able to search through tickets by providing a > > requestor's username rather than his email address. Right now, the search > > criteria only has "(Requestor's|CC's|AdminCC's) email address > > (contains|doesn't contain) __________". I'm wondering if any of you guys > > have come up with an easier way to search through tickets by a requesting > > user rather than by a requesting user's email address. > > > > Thanks a bunch for taking the time to help out. > > > > Jonathan Reeder > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From sturner at MIT.EDU Tue Jan 11 14:43:00 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 11 Jan 2005 14:43:00 -0500 Subject: [rt-users] User_Local path being followed sometimes, not every In-Reply-To: <41E42887.9080409@real.com> Message-ID: <5.2.1.1.2.20050111144122.024349f0@po14.mit.edu> At Tuesday 1/11/2005 02:27 PM, Mark Taylor wrote: >why would it be following one code path some of the time (at least in one >instance) and another, apparently, every other time? >Is there something glaringly obvious I've missed (or not-so-glaringly >obvious)? >what should I look for? Did you fully stop and then start the web server after putting your local file in place? Steve Stephen Turner Senior Programmer/Analyst - Client Support Services Information Services and Technology (IS&T) sturner at mit.edu From baumgart at cae.wisc.edu Tue Jan 11 15:32:02 2005 From: baumgart at cae.wisc.edu (Jeremy Baumgartner) Date: Tue, 11 Jan 2005 14:32:02 -0600 Subject: [rt-users] Binary attachments being lost Message-ID: <1105475522.5939.10.camel@mangonel.cae.wisc.edu> Is there anything special in RT's handling of binary attachments? We received a binary setup file, it was under the 10meg size limit, yet it doesn't show up in the ticket. I'm rather stumped as to where it went. We do have spamassassin checking mail, but it doesn't stop attachments for anything else. Just seems rather strange. This is in RT 3.2.1. -- Jeremy Baumgartner CAE UNIX Systems Staff From tom at triadsys.com Tue Jan 11 15:52:55 2005 From: tom at triadsys.com (Tom Vier) Date: Tue, 11 Jan 2005 15:52:55 -0500 Subject: [rt-users] RTFM bug Message-ID: <41E43CA7.3010804@triadsys.com> In a single selection box (a custom field), if you select "(no value)" and submit, the bug is triggered. I've attached the errors and can provide before and after snapshots of the mysql db. Actually, it's worse than that. Any custom single-select or multiselect can trigger it. I changed the selection box types to single and now when i try to assign a value a second time (the first time works), i get an error and have to remove the records from FM_ArticlesCFValues. System error error: Undefined subroutine &RT::FM::ArticleCFValueCollection called at /usr/share/perl5/RT/FM/Article_Overlay.pm line 1086. context: ... 1082: $cf->Load( $args{'Field'} ); 1083: 1084: #Load up the ObjectKeyword we\'re talking about 1085: 1086: my $values = RT::FM::ArticleCFValueCollection($self->CurrentUser); 1087: $values->LimitToArticle($self->id); 1088: $values->LimitToCustomField($self->id); 1089: my $CFObjectValue = $values->HasEntryWithContent($args{'Content'}); 1090: ... code stack: /usr/share/perl5/RT/FM/Article_Overlay.pm:1086 /usr/share/request-tracker3/html/RTFM/Article/Edit.html:206 /usr/share/request-tracker3/html/autohandler:200 raw error: Undefined subroutine &RT::FM::ArticleCFValueCollection called at /usr/share/perl5/RT/FM/Article_Overlay.pm line 1086. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &RT::FM::ArticleCFValueCollection called at /usr/share/perl5/RT/FM/Article_Overlay.pm line 1086.^J') called at /usr/share/perl5/RT/FM/Article_Overlay.pm line 1086 RT::FM::Article::DeleteCustomFieldValue('RT::FM::Article=HASH(0x9fdca18)', 'Field', 11, 'Content', 'TMS 5') called at /usr/share/request-tracker3/html/RTFM/Article/Edit.html line 206 HTML::Mason::Commands::__ANON__('Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test', 'Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test') called at /usr/share/perl5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b59a98)', 'Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test', 'Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test') called at /usr/share/perl5/HTML/Mason/Request.pm line 1074 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test', 'Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test') called at /usr/share/perl5/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9b56880)', 'Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test') called at /usr/share/request-tracker3/html/autohandler line 200 HTML::Mason::Commands::__ANON__('Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test') called at /usr/share/perl5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97cc78c)', 'Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test') called at /usr/share/perl5/HTML/Mason/Request.pm line 1069 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'Article-4-CustomField-9-Value', 'body^M^J^M^Jblah^M^J', 'RefersTo-4', '', 'Article-4-CustomField-11-Values', '', '4-RefersTo', '', 'Summary', 'testing', 'Article-4-CustomField-10-Values', 'Hardware', 'id', 4, 'Class', 3, 'Name', 'test') called at /usr/share/perl5/HTML/Mason/Request.pm line 338 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 338 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9b56880)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9b56880)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 793 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8a0feb0)', 'Apache=SCALAR(0xa0269e4)') called at /usr/share/request-tracker3/libexec/webmux.pl line 139 eval {...} at /usr/share/request-tracker3/libexec/webmux.pl line 139 RT::Mason::handler('Apache=SCALAR(0xa0269e4)') called at /dev/null line 0 eval {...} at /dev/null line 0 From pku at autotradecenter.com Tue Jan 11 15:56:57 2005 From: pku at autotradecenter.com (Pei Ku) Date: Tue, 11 Jan 2005 12:56:57 -0800 Subject: [rt-users] Change default "Update Type" from Comments to Reply when Resolve is clicked Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC8104E6@msmpk02.corp.autc.com> When you click on Resolve link in the Ticket view page, it takes you to the page containing the form where you can resolve the ticket. Note that the "Update Type" defaults to "Comments (Not sent to requestors)". How can I chage it so that it defaults to "Reply to Requestors"? I've been staring at the code a bit; I think Ticket/Update.html is where the magic happens: The HTML source does show the drop-down item Comments is SELECTED. Now I just need to figure out how to get "Reply to requestors" selected instead... thanks Pei From steve at n2sw.com Tue Jan 11 16:12:14 2005 From: steve at n2sw.com (steve) Date: Tue, 11 Jan 2005 16:12:14 -0500 Subject: [rt-users] user screen Message-ID: <41E4412E.1080501@n2sw.com> hi all, am using ldap for authentication and i would like that whan a normal user log in they should not be able to see the owner nor the status drop down lists, is this possible. -------------- next part -------------- A non-text attachment was scrubbed... Name: steve.vcf Type: text/x-vcard Size: 774 bytes Desc: not available URL: From steve at n2sw.com Tue Jan 11 16:18:52 2005 From: steve at n2sw.com (steve) Date: Tue, 11 Jan 2005 16:18:52 -0500 Subject: [rt-users] email address of user Message-ID: <41E442BC.3030606@n2sw.com> when using ldap for authent will rt3 fill in the email address of the user, or does each user have to enter their email address in the preferences at which time rt3 will fill it in? -------------- next part -------------- A non-text attachment was scrubbed... Name: steve.vcf Type: text/x-vcard Size: 774 bytes Desc: not available URL: From jreeder at minutemenu.com Tue Jan 11 16:29:41 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Tue, 11 Jan 2005 15:29:41 -0600 Subject: [rt-users] Easily assigning "requestor" a username rather than an email In-Reply-To: <20050111190328.GF27116@chaka.net> Message-ID: Worked like a charm! Thanks a bunch for the help. -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Tuesday, January 11, 2005 1:03 PM To: Jonathan Reeder Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Easily assigning "requestor" a username rather than an email This is not the cleanest way to do it but it is the easiest. Create /opt/rt3/local/lib/RT/User_Local.pm with this content: no warnings qw(redefine); sub LoadByEmail { my $self = shift; my $address = shift; # Never load an empty address as an email address. unless ($address) { return (undef); } if ($address !~ /\@/) { $self->Load($address) && return $self; } $address = $self->CanonicalizeEmailAddress($address); #$RT::Logger->debug("Trying to load an email address: $address\n"); return $self->LoadByCol( "EmailAddress", $address ); } You may need to restart Apache. -Todd On Tue, Jan 11, 2005 at 12:51:41PM -0600, Jonathan Reeder wrote: > Cool, this sounds very promising. I'm a bit unindoctrinated though, so > you'll have to excuse me. Is this going to allow me to put a username in > the "Requestor" field, then when I save the ticket, it will automatically > assign that user's email address to the "Requestor" field? > > Thanks a bunch. > > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Tuesday, January 11, 2005 11:40 AM > To: Jonathan Reeder > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Easily assigning "requestor" a username rather > than an email > > > I think there are some places in RT where LoadByEmail is called and > it should probably just be Load(). User_Overlay::Load() should > be changed to: > > sub Load { > my $self = shift; > my $identifier = shift || return undef; > > #if it's an int, load by id. otherwise, load by name. > if ( $identifier =~ /^\d+$/ ) { > $self->SUPER::LoadById($identifier); > } > elsif ($identifier =~ /\@/) { > $self->LoadByEmail( $identifier ); > } > else { > $self->LoadByCol( "Name", $identifier ); > } > } > > On Tue, Jan 11, 2005 at 11:21:49AM -0600, Jonathan Reeder wrote: > > Since this question requires a little bit of background, I'm going to > state > > the question itself as simply as possible before I get into the > back-story. > > > > Q: How can I easily make the "requestor" of a ticket a user other than > > myself, without necessarily knowing that user's email address? Secondary > to > > that, is it possible to search through tickets by a requestor's username > > rather than by his email address? > > > > If this makes sense as is, read no further. If not, you can see why I'm > > asking below: > > > > The way we have our RT set up is such that our clients are set up as users > > in the system. They can each login, search tickets, create tickets, etc. > > However, they also call us quite frequently. When they call us, an > internal > > support staff member will create a new ticket, and change the requestor > from > > himself to the client's email address as listed in their "Edit User" form. > > Unfortunately, its obviously a lot easier to ask a caller "What is your > > company name?" (which we use as their username) than it is to say "What > > email address to you have on file with us?". So it would be awesome if > the > > person fielding the call could just pop in a username rather than having > to > > find the email address associated with that username. > > > > Also, I'd like to be able to search through tickets by providing a > > requestor's username rather than his email address. Right now, the search > > criteria only has "(Requestor's|CC's|AdminCC's) email address > > (contains|doesn't contain) __________". I'm wondering if any of you guys > > have come up with an easier way to search through tickets by a requesting > > user rather than by a requesting user's email address. > > > > Thanks a bunch for taking the time to help out. > > > > Jonathan Reeder > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From mle at Niku.com Tue Jan 11 16:40:50 2005 From: mle at Niku.com (Mai Le) Date: Tue, 11 Jan 2005 13:40:50 -0800 Subject: [rt-users] Re: RT 3.4.0rc3 Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C011AAF61@RWC-EXCHANGE-VS.Niku.com> I was able to run "make upgrade" fine from rc1 to rc3. However my DBIx::SearchBuilder is only 1.16 but it didn't complain about the version 1.19 My RT is running fine at 3.4.rc3 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Lance A. Brown Sent: Saturday, January 08, 2005 6:56 PM To: Jesse Vincent Cc: rt-users at lists.bestpractical.com; rt-devel at lists.bestpractical.com Subject: [rt-users] Re: RT 3.4.0rc3 Jesse Vincent wrote: > I'm somewhat ashamed to announce the release of RT 3.4.0rc3. This > release features a retraction of comming 1976, as well as new tests to > ensure that the particular errors caused by that issue never happen > again. (Primarily ticket watcher and custom field searching were > broken.) Hey Jesse, RT 3.4.0rc3 'make testdeps' says: DBIx::SearchBuilder 1.19...MISSING DBIx::SearchBuilder version 1.19 required--this is only version 1.18 at (eval 55) line 2. I have rc1 installed and am trying to upgrade. I used CPAN to install the latest version, but it only has DBIx::SearchBuilder 1.18. Is CPAN behind? --[Lance] -- Celebrate The Circle http://www.celebratethecircle.org/ Carolina Spirit Quest http://www.carolinaspiritquest.org/ My LiveJournal http://www.livejournal.com/users/labrown/ GPG Fingerprint: 409B A409 A38D 92BF 15D9 6EEE 9A82 F2AC 69AC 07B9 CACert.org Assurer _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. From jesse at bestpractical.com Tue Jan 11 16:45:54 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Jan 2005 16:45:54 -0500 Subject: [rt-users] Re: RT 3.4.0rc3 In-Reply-To: <57D9A9C0457AEF4CB1125E91E652DF9C011AAF61@RWC-EXCHANGE-VS.Niku.com> References: <57D9A9C0457AEF4CB1125E91E652DF9C011AAF61@RWC-EXCHANGE-VS.Niku.com> Message-ID: <20050111214554.GE24460@bestpractical.com> On Tue, Jan 11, 2005 at 01:40:50PM -0800, Mai Le wrote: > I was able to run "make upgrade" fine from rc1 to rc3. However my > DBIx::SearchBuilder is only 1.16 but it didn't complain about the > version 1.19 but running 'make testdeps' would have told you that you were missing a dependency. And by "fine" you mean that you haven't run into any issues yet. Which is different from "there aren't any known issues." > > My RT is running fine at 3.4.rc3 From sc2 at gmx.at Tue Jan 11 16:47:34 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Tue, 11 Jan 2005 22:47:34 +0100 Subject: [rt-users] Pls help me / Rt Working (Seg Faults) Message-ID: <000801c4f827$2eedb5c0$6bda6c50@b> Hello here the facts then the problem Apache 1.3.33 kernel 2.4.20 mod_perl 1.x.29 perl 5.8.4 php 4.3.10 (too with 4.3.8) without zend ./configure' '--with-apache=/usr/src/apache_1.3.33' '--enable-track-vars' '--enable-force-cgi' '--enable-ftp' '--enable-dbase' '--with-pear' '--with-mysql' '--with-mssql=/usr/local/freetds' '--with-gettext' '--with-imap=/usr/src/imap-2002d' '--with-ldap' '--with-dom' '--with-zlib-dir' '--with-gd' '--with-xml' '--with-iconv' '--enable-mbstring' '--with-mbstring=all' '--with-mime-magic' '--with-openssl=/usr/local/ssl' '--with-png-dir=/usr/src/libpng-1.2.5' Rt3 is running normal...but often when i create i new ticket via Web (only then) or when i wanna reply , or search it follows a white site without a error. when i open the site it comes only segfaults... i cant tryit with fastcgi cause it doesnt work (see errors down) any ideas? thx richard ----------------------- FastCGI: server "/home/htdocs/rt3/bin/mason_handler.fcgi" (pid 19240) terminated by calling exit with status '2' [Tue Jan 11 22:37:55 2005] [warn] FastCGI: server "/home/htdocs/rt3/bin/mason_handler.fcgi" restarted (pid 19244) Can't locate FCGI.pm in @INC (@INC contains: /home/htdocs/rt3/local/lib /home/htdocs/rt3/lib /usr/local/lib/perl5/5.8.4/i686-linux /usr/local/lib/perl5/5.8.4 /usr/local/lib/perl5/site_perl/5.8.4/i686-linux /usr/local/lib/perl5/site_perl/5.8.4 /usr/local/lib/perl5/site_perl/5.8.0/i686-linux /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl .) at /usr/local/lib/perl5/5.8.4/CGI/Fast.pm line 22. BEGIN failed--compilation aborted at /usr/local/lib/perl5/5.8.4/CGI/Fast.pm line 22. Compilation failed in require at /home/htdocs/rt3/bin/mason_handler.fcgi line 55. [Tue Jan 11 22:38:00 2005] [warn] FastCGI: server "/home/htdocs/rt3/bin/mason_handler.fcgi" (pid 19244) terminated by calling exit with status '2' [Tue Jan 11 22:38:00 2005] [warn] FastCGI: server "/home/htdocs/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 [Tue Jan 11 22:39:57 2005] [warn] FastCGI: server "/home/htdocs/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 [Tue Jan 11 22:39:58 2005] [notice] caught SIGTERM, shutting down [Tue Jan 11 22:40:09 2005] [notice] FastCGI: process manager initialized (pid 19366) From rt at chaka.net Tue Jan 11 16:10:01 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 11 Jan 2005 16:10:01 -0500 Subject: [rt-users] email address of user In-Reply-To: <41E442BC.3030606@n2sw.com> References: <41E442BC.3030606@n2sw.com> Message-ID: <20050111211001.GG27116@chaka.net> No it won't. You have to add that. On Tue, Jan 11, 2005 at 04:18:52PM -0500, steve wrote: > when using ldap for authent will rt3 fill in the email address of the > user, or does each user have to enter their email address in the > preferences at which time rt3 will fill it in? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Tue Jan 11 17:56:55 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 12 Jan 2005 01:56:55 +0300 Subject: [rt-users] Pls help me / Rt Working (Seg Faults) In-Reply-To: <000801c4f827$2eedb5c0$6bda6c50@b> References: <000801c4f827$2eedb5c0$6bda6c50@b> Message-ID: <41E459B7.2070901@acronis.com> Did you upgrade perl? If yes, then rebuild mod_perl, DBI, DBD::mysql under new perl. See also: Part III: Adapting your web server on http://wiki.bestpractical.com/index.cgi?CompilingPerl sc2 at gmx.at wrote: > Hello > here the facts then the problem > Apache 1.3.33 > kernel 2.4.20 > mod_perl 1.x.29 > perl 5.8.4 > php 4.3.10 (too with 4.3.8) without zend > ./configure' '--with-apache=/usr/src/apache_1.3.33' > '--enable-track-vars' '--enable-force-cgi' '--enable-ftp' > '--enable-dbase' '--with-pear' '--with-mysql' > '--with-mssql=/usr/local/freetds' '--with-gettext' > '--with-imap=/usr/src/imap-2002d' '--with-ldap' '--with-dom' > '--with-zlib-dir' '--with-gd' '--with-xml' '--with-iconv' > '--enable-mbstring' '--with-mbstring=all' '--with-mime-magic' > '--with-openssl=/usr/local/ssl' '--with-png-dir=/usr/src/libpng-1.2.5' > > Rt3 is running normal...but often when i create i new ticket via Web > (only then) or when i wanna reply , or search it follows a white site > without a error. > when i open the site it comes only segfaults... > i cant tryit with fastcgi cause it doesnt work (see errors down) > any ideas? > thx > richard > > > ----------------------- > FastCGI: server "/home/htdocs/rt3/bin/mason_handler.fcgi" (pid 19240) > terminated by calling exit with status '2' > [Tue Jan 11 22:37:55 2005] [warn] FastCGI: server > "/home/htdocs/rt3/bin/mason_handler.fcgi" restarted (pid 19244) > Can't locate FCGI.pm in @INC (@INC contains: /home/htdocs/rt3/local/lib > /home/htdocs/rt3/lib /usr/local/lib/perl5/5.8.4/i686-linux > /usr/local/lib/perl5/5.8.4 > /usr/local/lib/perl5/site_perl/5.8.4/i686-linux > /usr/local/lib/perl5/site_perl/5.8.4 > /usr/local/lib/perl5/site_perl/5.8.0/i686-linux > /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl .) > at /usr/local/lib/perl5/5.8.4/CGI/Fast.pm line 22. > BEGIN failed--compilation aborted at > /usr/local/lib/perl5/5.8.4/CGI/Fast.pm line 22. > Compilation failed in require at /home/htdocs/rt3/bin/mason_handler.fcgi > line 55. > [Tue Jan 11 22:38:00 2005] [warn] FastCGI: server > "/home/htdocs/rt3/bin/mason_handler.fcgi" (pid 19244) terminated by > calling exit with status '2' > [Tue Jan 11 22:38:00 2005] [warn] FastCGI: server > "/home/htdocs/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 > [Tue Jan 11 22:39:57 2005] [warn] FastCGI: server > "/home/htdocs/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 > [Tue Jan 11 22:39:58 2005] [notice] caught SIGTERM, shutting down > [Tue Jan 11 22:40:09 2005] [notice] FastCGI: process manager initialized > (pid 19366) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Tue Jan 11 17:44:47 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 11 Jan 2005 17:44:47 -0500 Subject: [rt-users] Binary attachments being lost In-Reply-To: <1105475522.5939.10.camel@mangonel.cae.wisc.edu> References: <1105475522.5939.10.camel@mangonel.cae.wisc.edu> Message-ID: <20050111224447.GH27116@chaka.net> Mysql problem. slah001:/etc # grep -i max /etc/my.cnf set-variable = max_allowed_packet=1M On Tue, Jan 11, 2005 at 02:32:02PM -0600, Jeremy Baumgartner wrote: > Is there anything special in RT's handling of binary attachments? > > We received a binary setup file, it was under the 10meg size limit, yet > it doesn't show up in the ticket. I'm rather stumped as to where it > went. We do have spamassassin checking mail, but it doesn't stop > attachments for anything else. > > Just seems rather strange. This is in RT 3.2.1. > > -- > Jeremy Baumgartner > CAE UNIX Systems Staff > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Glen at canright.com Tue Jan 11 19:20:11 2005 From: Glen at canright.com (Glen Gyldersleve) Date: Tue, 11 Jan 2005 16:20:11 -0800 Subject: [rt-users] RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) Message-ID: This may not be the fix, but I ran into a similar problem using Fedora core 3,which was a "permission denied" error in writing back to the file system (actually it was with a wiki, but the idea is the same). The answer - SELinux security config. RedHat bundles in a very "helpful" security feature that sandboxes different user processes (like httpd). And does nice, helpful things like not allowing the process to write to the filesystem even though the permissions are absolutely and utterly and truly correct [See admin bang head against wall]. I figured this out when I browsed the Fedora site for ideas on why my httpd was not able to write to the filesystem... Hope that helps. /Glen Gyldersleve > Today's Topics: > > 1. RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 11 Jan 2005 13:07:01 -0500 > From: "Todd McCullough" > Subject: RE: [rt-users] Fedora core 3 with FAST-CGI errors > To: "Rt-Users" , "O4Tom" > <2o4tom at gmail.com> > Message-ID: > Content-Type: text/plain; charset="us-ascii" > > I double checked the permissions and still no luck.... > > [root at rt rt3]# ll > total 56 > drwxr-xr-x 2 www rt 4096 Jan 3 16:20 bin > drwxr-xr-x 2 www rt 4096 Jan 3 18:25 etc > drwxr-xr-x 4 www rt 4096 Jan 3 16:20 lib > drwxr-xr-x 6 www rt 4096 Jan 3 16:20 local > drwxr-xr-x 2 www rt 4096 Jan 3 16:20 sbin > drwxr-xr-x 4 www rt 4096 Jan 3 16:20 share > drwxr-xr-x 5 www rt 4096 Jan 3 16:20 var > > [root at rt rt3]# cd bin/ > [root at rt bin]# ll > total 156 > -rwxr-xr-x 1 www rt 3058 Dec 30 11:33 > mason_handler.fcgi > -rw-r--r-- 1 www rt 2283 Dec 30 11:33 > mason_handler.scgi > -rwxr-xr-x 1 www rt 7706 Dec 30 11:33 > mason_handler.svc > -rwxr-xr-x 1 www rt 54269 Dec 30 11:33 rt > -rwxr-xr-x 1 www rt 7443 Dec 30 11:33 rt-crontool > -rwxr-xr-x 1 www rt 21502 Dec 30 11:33 rt-mailgate > -rw-r--r-- 1 www rt 6794 Dec 30 11:33 standalone_httpd > -rwxr-xr-x 1 www rt 4193 Dec 30 11:33 webmux.pl > less /etc/group > www:x:101:rt > rt:x:502:www,apache > > -----Original Message----- > From: O4Tom [mailto:2o4tom at gmail.com] > Sent: Tuesday, January 11, 2005 12:44 PM > To: Todd McCullough > Subject: Re: [rt-users] Fedora core 3 with FAST-CGI errors > > > I had something similar to this on my setup, but I was using > apache 1.3.x > > Make sure those files are set to something that can be read > by the account that you run your webserver as. An easy way > to do that is to add your webserver user (apache, www, web, > etc) to the rt group in /etc/group > > On Tue, 11 Jan 2005 11:24:18 -0500, Todd McCullough > > wrote: > > > > > > I've installed everything without errors but when I start > apache I get > > the following errors. > > > > > > > > I've using > > > > > > > > Fedora core 3 > > > > postgresql-7.4.6-1.FC3.2 > > > > httpd-2.0.52-3.1 > > > > perl-5.8.5-9 > > > > mod_fastcgi-2.4.2-1 > > > > > > > > > > > > Here's the errors!! Help!!! > > > > > > > > [Sun Dec 26 04:02:10 2004] [notice] mod_python: Creating 4 session > > mutexes based on 256 max processes and 0 max threads. > > > > [Sun Dec 26 04:02:10 2004] [notice] FastCGI: process manager > > initialized (pid 22080) > > > > [Sun Dec 26 04:02:10 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" started (pid 22081) > > > > [Sun Dec 26 04:02:10 2004] [notice] Apache/2.0.52 (Fedora) > configured > > -- resuming normal operations > > > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid > > 22081), > > execle() failed: Permission denied > > > > [Sun Dec 26 04:02:11 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 22081) terminated by calling > > exit with status '255' > > > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 22090) > > > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid > > 22090), > > execle() failed: Permission denied > > > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 22090) terminated by calling > > exit with status '255' > From shancock at pobox.com Tue Jan 11 19:58:52 2005 From: shancock at pobox.com (=?ISO-8859-1?Q?Stephen?=) Date: 11 Jan 2005 19:58:52 -0500 Subject: [rt-users] RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) Message-ID: <20050112005638.57DA22FC9C6@orb.sasl.smtp.pobox.com> SELINUX is enabled by default. However you can diable it or set it to 'warn' which will not stop anything but will inform you what it would be doing if enabled. -----Original Message----- From: Glen Gyldersleve Date: 1/11/05 7:20 pm To: rt-users at lists.bestpractical.com Subj: [rt-users] RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) This may not be the fix, but I ran into a similar problem using Fedora core 3,which was a "permission denied" error in writing back to the file system (actually it was with a wiki, but the idea is the same). The answer - SELinux security config. RedHat bundles in a very "helpful" security feature that sandboxes different user processes (like httpd). And does nice, helpful things like not allowing the process to write to the filesystem even though the permissions are absolutely and utterly and truly correct [See admin bang head against wall]. I figured this out when I browsed the Fedora site for ideas on why my httpd was not able to write to the filesystem... Hope that helps. /Glen Gyldersleve > Today's Topics: > > 1. RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 11 Jan 2005 13:07:01 -0500 > From: "Todd McCullough" > Subject: RE: [rt-users] Fedora core 3 with FAST-CGI errors > To: "Rt-Users" , "O4Tom" > <2o4tom at gmail.com> > Message-ID: > Content-Type: text/plain; charset="us-ascii" > > I double checked the permissions and still no luck.... > > [root at rt rt3]# ll > total 56 > drwxr-xr-x 2 www rt 4096 Jan 3 16:20 bin > drwxr-xr-x 2 www rt 4096 Jan 3 18:25 etc > drwxr-xr-x 4 www rt 4096 Jan 3 16:20 lib > drwxr-xr-x 6 www rt 4096 Jan 3 16:20 local > drwxr-xr-x 2 www rt 4096 Jan 3 16:20 sbin > drwxr-xr-x 4 www rt 4096 Jan 3 16:20 share > drwxr-xr-x 5 www rt 4096 Jan 3 16:20 var > > [root at rt rt3]# cd bin/ > [root at rt bin]# ll > total 156 > -rwxr-xr-x 1 www rt 3058 Dec 30 11:33 > mason_handler.fcgi > -rw-r--r-- 1 www rt 2283 Dec 30 11:33 > mason_handler.scgi > -rwxr-xr-x 1 www rt 7706 Dec 30 11:33 > mason_handler.svc > -rwxr-xr-x 1 www rt 54269 Dec 30 11:33 rt > -rwxr-xr-x 1 www rt 7443 Dec 30 11:33 rt-crontool > -rwxr-xr-x 1 www rt 21502 Dec 30 11:33 rt-mailgate > -rw-r--r-- 1 www rt 6794 Dec 30 11:33 standalone_httpd > -rwxr-xr-x 1 www rt 4193 Dec 30 11:33 webmux.pl > less /etc/group > www:x:101:rt > rt:x:502:www,apache > > -----Original Message----- > From: O4Tom [mailto:2o4tom at gmail.com] > Sent: Tuesday, January 11, 2005 12:44 PM > To: Todd McCullough > Subject: Re: [rt-users] Fedora core 3 with FAST-CGI errors > > > I had something similar to this on my setup, but I was using > apache 1.3.x > > Make sure those files are set to something that can be read > by the account that you run your webserver as. An easy way > to do that is to add your webserver user (apache, www, web, > etc) to the rt group in /etc/group > > On Tue, 11 Jan 2005 11:24:18 -0500, Todd McCullough > > wrote: > > > > > > I've installed everything without errors but when I start > apache I get > > the following errors. > > > > > > > > I've using > > > > > > > > Fedora core 3 > > > > postgresql-7.4.6-1.FC3.2 > > > > httpd-2.0.52-3.1 > > > > perl-5.8.5-9 > > > > mod_fastcgi-2.4.2-1 > > > > > > > > > > > > Here's the errors!! Help!!! > > > > > > > > [Sun Dec 26 04:02:10 2004] [notice] mod_python: Creating 4 session > > mutexes based on 256 max processes and 0 max threads. > > > > [Sun Dec 26 04:02:10 2004] [notice] FastCGI: process manager > > initialized (pid 22080) > > > > [Sun Dec 26 04:02:10 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" started (pid 22081) > > > > [Sun Dec 26 04:02:10 2004] [notice] Apache/2.0.52 (Fedora) > configured > > -- resuming normal operations > > > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid > > 22081), > > execle() failed: Permission denied > > > > [Sun Dec 26 04:02:11 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 22081) terminated by calling > > exit with status '255' > > > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 22090) > > > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid > > 22090), > > execle() failed: Permission denied > > > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 22090) terminated by calling > > exit with status '255' > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From mle at Niku.com Wed Jan 12 02:14:11 2005 From: mle at Niku.com (Mai Le) Date: Tue, 11 Jan 2005 23:14:11 -0800 Subject: [rt-users] Scrips help: adding admincc based on requestor's information Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C011AB1A8@RWC-EXCHANGE-VS.Niku.com> Hi All, I'm new at creating scrips for RT. I need to create a scrips to add an additional admin to the existing admincc list if the requestor belongs to a certain organization when the ticket is being created. I'm not sure how to check the requestor's Organization information field. I have the following so far: Condition: On Create Action: User Defined Template: Global template: blank Stage: TransactionCreate Custom action preparation code: return 1; Custom action cleanup code: my $admincclist = $self->TicketObj->AdminCC; if($self->TicketObj->Requestors->Organization eq "UK") { my $admin = RT::User->new($RT::SystemUser); $admin->LoadByEmail('blablah at somewhere.com'); $admincclist->AddMember($user->Id); return 1; } else { return undef } However, it seems like it does not seems to detect the field correctly. It's my first attempt at scrips so any help would be greatly appreciated. Thanks CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. From yoavd at qballtech.net Wed Jan 12 02:59:54 2005 From: yoavd at qballtech.net (yoavd) Date: Wed, 12 Jan 2005 09:59:54 +0200 Subject: [rt-users] Using a more friendly auto reply Message-ID: <20050112075959.1F7301276CE@hawk.qballtech.com> Greetings, Is it possible (and if so - how) to change RT reply's to include HTML tags for more user friendly replies? Regards, Yoav -------------- next part -------------- An HTML attachment was scrubbed... URL: From sc2 at gmx.at Wed Jan 12 04:58:56 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Wed, 12 Jan 2005 10:58:56 +0100 Subject: [rt-users] What means this / Coding error? Message-ID: <001101c4f88d$65975430$6bda6c50@b> hello how i can fix this encode error ? thx [Wed Jan 12 09:59:12 2005] [error]: Encoding error: Unknown encoding 'unicode-1-1-utf-7' at /home/htdocs/rt3/lib/RT/I18N.pm line 433 Stack: [/usr/local/lib/perl5/5.8.4/Carp.pm:191] [/usr/local/lib/perl5/5.8.4/i686-linux/Encode.pm:177] [/home/htdocs/rt3/lib/RT/I18N.pm:433] [/home/htdocs/rt3/lib/RT/I18N.pm:192] [/home/htdocs/rt3/lib/RT/I18N.pm:184] [/home/htdocs/rt3/lib/RT/EmailParser.pm:334] [/home/htdocs/rt3/lib/RT/EmailParser.pm:311] [/home/htdocs/rt3/lib/RT/EmailParser.pm:284] [/home/htdocs/rt3/lib/RT/EmailParser.pm:212] [/home/htdocs/rt3/lib/RT/Interface/Email.pm:442] [/home/htdocs/rt3/share/html/REST/1.0/NoAuth/mail-gateway:55] defaulting to ISO-8859-1 -> UTF-8 (/home/htdocs/rt3/lib/RT/I18N.pm:436) [Wed Jan 12 09:59:13 2005] [error]: Encoding error: Unknown encoding 'unicode-1-1-utf-7' at /home/htdocs/rt3/lib/RT/I18N.pm line 226 From Ruslan.Zakirov at acronis.com Wed Jan 12 05:17:35 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 12 Jan 2005 13:17:35 +0300 Subject: [rt-users] What means this / Coding error? In-Reply-To: <001101c4f88d$65975430$6bda6c50@b> References: <001101c4f88d$65975430$6bda6c50@b> Message-ID: <41E4F93F.7010905@acronis.com> your RT recieved message in 'unicode-1-1-utf-7' encoding that is not supported by Encode.pm. sc2 at gmx.at wrote: > hello > how i can fix this encode error ? > thx > [Wed Jan 12 09:59:12 2005] [error]: Encoding error: Unknown encoding > 'unicode-1-1-utf-7' at /home/htdocs/rt3/lib/RT/I18N.pm line 433 > > Stack: > [/usr/local/lib/perl5/5.8.4/Carp.pm:191] > [/usr/local/lib/perl5/5.8.4/i686-linux/Encode.pm:177] > [/home/htdocs/rt3/lib/RT/I18N.pm:433] > [/home/htdocs/rt3/lib/RT/I18N.pm:192] > [/home/htdocs/rt3/lib/RT/I18N.pm:184] > [/home/htdocs/rt3/lib/RT/EmailParser.pm:334] > [/home/htdocs/rt3/lib/RT/EmailParser.pm:311] > [/home/htdocs/rt3/lib/RT/EmailParser.pm:284] > [/home/htdocs/rt3/lib/RT/EmailParser.pm:212] > [/home/htdocs/rt3/lib/RT/Interface/Email.pm:442] > [/home/htdocs/rt3/share/html/REST/1.0/NoAuth/mail-gateway:55] > defaulting to ISO-8859-1 -> UTF-8 (/home/htdocs/rt3/lib/RT/I18N.pm:436) > [Wed Jan 12 09:59:13 2005] [error]: Encoding error: Unknown encoding > 'unicode-1-1-utf-7' at /home/htdocs/rt3/lib/RT/I18N.pm line 226 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From sc2 at gmx.at Wed Jan 12 05:35:01 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Wed, 12 Jan 2005 11:35:01 +0100 Subject: [rt-users] What means this / Coding error? References: <001101c4f88d$65975430$6bda6c50@b> <41E4F93F.7010905@acronis.com> Message-ID: <000401c4f892$62a60e60$6bda6c50@b> hello ruslan ok thx is there a way to fix it or what means it? its just that he cant convert the mail? so i see it but in wrong encoding style correct? From JRamon.Alfageme at alhambra-eidos.com Wed Jan 12 06:52:35 2005 From: JRamon.Alfageme at alhambra-eidos.com (=?iso-8859-1?Q?Juan_Ram=F3n_Alfageme_Mata?=) Date: Wed, 12 Jan 2005 12:52:35 +0100 Subject: [rt-users] Ticket disappear after adding a comment with RTIR Message-ID: <1515E176F4AD2E4AA41D92D7C006BC47014E7C35@ALHM4SRV.alhpridom.as> I am trying RT with RTIR, when I add a comment to a ticket in RT menu comment is added without problem, but when I add a comment from RTIR menu, ticket disappears and the only way to see it is knowing ticket number and go directly to it in RT menu. There is a strange message at the end of the ticket: "... Type changed from ticket to" It seems when adding comment RTIR change Type to nothing, someone have any idea about how to solve that problem? Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Wed Jan 12 07:06:08 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 12 Jan 2005 15:06:08 +0300 Subject: [rt-users] What means this / Coding error? In-Reply-To: <000401c4f892$62a60e60$6bda6c50@b> References: <001101c4f88d$65975430$6bda6c50@b> <41E4F93F.7010905@acronis.com> <000401c4f892$62a60e60$6bda6c50@b> Message-ID: <41E512B0.7090701@acronis.com> This mean that 1) encoding is UTF-7 but compliant only with unicode 1.1 standard. 2) Encode.pm is perl core module that can convert from one encoding to another. It supports only limited list of the encodings. 3) Encode.pm doesn't support this encoding, I don't know why. 4) RT uses Encode::GUESS in this key. See RT_Config.pm for how to choose list of the encodings to try. 5) We have similar problem here, but all that messages with such encoding is spam for us. 6) Yes, it may be a problem if some "real" UserMailAgent uses such encoding to send messages. sc2 at gmx.at wrote: > hello ruslan > ok thx is there a way to fix it or what means it? its just that he cant > convert the mail? so i see it but in wrong encoding style correct? From Isha_Bailumane at syntelinc.com Wed Jan 12 07:09:08 2005 From: Isha_Bailumane at syntelinc.com (Bailumane, Isha) Date: Wed, 12 Jan 2005 07:09:08 -0500 Subject: [rt-users] Login page Message-ID: hi , I would like to add some comments to my RT login page ( i. e Welcome note ) how can i do that ? Thanks Isha ____________________________________________ Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies. From tomisilori at yahoo.co.uk Wed Jan 12 07:25:13 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 12 Jan 2005 12:25:13 +0000 (GMT) Subject: [rt-users] Problems with autogenerating passwords Message-ID: <20050112122513.34118.qmail@web26609.mail.ukl.yahoo.com> Hello, Please I'm new to RT and I've been having problems with the autogenerated password template. I copied the one on the wiki's site but i don't get the password generated with the autoreply. I've read other postings and there seems to be some bugs in the one i used. Please can someone be kind enough to send me the corrected autoreply template. Thanks all --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Wed Jan 12 07:30:21 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 12 Jan 2005 15:30:21 +0300 Subject: [rt-users] Problems with autogenerating passwords In-Reply-To: <20050112122513.34118.qmail@web26609.mail.ukl.yahoo.com> References: <20050112122513.34118.qmail@web26609.mail.ukl.yahoo.com> Message-ID: <41E5185D.8010008@acronis.com> Oluwatomisin Ilori wrote: > Hello, > Please I'm new to RT and I've been having problems with the > autogenerated password template. I copied the one on the wiki's site but > i don't get the password generated with the autoreply. I've read other > postings and there seems to be some bugs in the one i used. Please can > someone be kind enough to send me the corrected autoreply template. > Thanks all It should work. Start from RT debug log: http://wiki.bestpractical.com/?Debug > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From sc2 at gmx.at Wed Jan 12 07:47:54 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Wed, 12 Jan 2005 13:47:54 +0100 Subject: [rt-users] What means this / Coding error? References: <001101c4f88d$65975430$6bda6c50@b> <41E4F93F.7010905@acronis.com> <000401c4f892$62a60e60$6bda6c50@b> <41E512B0.7090701@acronis.com> Message-ID: <004501c4f8a5$68dea310$6bda6c50@b> hello ok thx for information so .. a.) i CANT Change it (resolv now) correct? b.) mails will be delete / not display? thx bye richard From Ruslan.Zakirov at acronis.com Wed Jan 12 07:57:25 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 12 Jan 2005 15:57:25 +0300 Subject: [rt-users] What means this / Coding error? In-Reply-To: <004501c4f8a5$68dea310$6bda6c50@b> References: <001101c4f88d$65975430$6bda6c50@b> <41E4F93F.7010905@acronis.com> <000401c4f892$62a60e60$6bda6c50@b> <41E512B0.7090701@acronis.com> <004501c4f8a5$68dea310$6bda6c50@b> Message-ID: <41E51EB5.3060608@acronis.com> sc2 at gmx.at wrote: > hello > ok thx for information so .. > a.) i CANT Change it (resolv now) correct? no, you can contribute to Encode.pm :) patches are always wellcome > b.) mails will be delete / not display? IMHO will display, but interpreted as ascii. ascii symbols has the same byte sequences in UTF-7 and in ascii. > thx bye > richard From MHANLEY at cxtec.com Wed Jan 12 08:56:44 2005 From: MHANLEY at cxtec.com (Matt Hanley) Date: Wed, 12 Jan 2005 08:56:44 -0500 Subject: [rt-users] Easily assigning "requestor" a username rather tha n an email Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A8041AC720@cxmailx.ad.cxtec.com> > address, I'll be all set. Thanks a bunch for the heads-up. Not to confuse you with another option, but we ran into the same problem here. Since we have a known set of users, we prepopulate the Requestor field with a drop down list that's generated from an SQL query. The displayed value is the full name and the value passed to RT is the email address. No typing, no confusion. -matt Matthew Hanley mhanley at cxtec.com From tmccullo at n-able.com Wed Jan 12 09:42:48 2005 From: tmccullo at n-able.com (Todd McCullough) Date: Wed, 12 Jan 2005 09:42:48 -0500 Subject: [rt-users] RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) In-Reply-To: <20050112005638.57DA22FC9C6@orb.sasl.smtp.pobox.com> Message-ID: That fixed it!!!! woooo hooooo!! Thanks for the help. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stephen Sent: Tuesday, January 11, 2005 7:59 PM To: Glen at canright.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) SELINUX is enabled by default. However you can diable it or set it to 'warn' which will not stop anything but will inform you what it would be doing if enabled. -----Original Message----- From: Glen Gyldersleve Date: 1/11/05 7:20 pm To: rt-users at lists.bestpractical.com Subj: [rt-users] RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) This may not be the fix, but I ran into a similar problem using Fedora core 3,which was a "permission denied" error in writing back to the file system (actually it was with a wiki, but the idea is the same). The answer - SELinux security config. RedHat bundles in a very "helpful" security feature that sandboxes different user processes (like httpd). And does nice, helpful things like not allowing the process to write to the filesystem even though the permissions are absolutely and utterly and truly correct [See admin bang head against wall]. I figured this out when I browsed the Fedora site for ideas on why my httpd was not able to write to the filesystem... Hope that helps. /Glen Gyldersleve > Today's Topics: > > 1. RE: Fedora core 3 with FAST-CGI errors (Todd McCullough) > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 11 Jan 2005 13:07:01 -0500 > From: "Todd McCullough" > Subject: RE: [rt-users] Fedora core 3 with FAST-CGI errors > To: "Rt-Users" , "O4Tom" > <2o4tom at gmail.com> > Message-ID: > Content-Type: text/plain; charset="us-ascii" > > I double checked the permissions and still no luck.... > > [root at rt rt3]# ll > total 56 > drwxr-xr-x 2 www rt 4096 Jan 3 16:20 bin > drwxr-xr-x 2 www rt 4096 Jan 3 18:25 etc > drwxr-xr-x 4 www rt 4096 Jan 3 16:20 lib > drwxr-xr-x 6 www rt 4096 Jan 3 16:20 local > drwxr-xr-x 2 www rt 4096 Jan 3 16:20 sbin > drwxr-xr-x 4 www rt 4096 Jan 3 16:20 share > drwxr-xr-x 5 www rt 4096 Jan 3 16:20 var > > [root at rt rt3]# cd bin/ > [root at rt bin]# ll > total 156 > -rwxr-xr-x 1 www rt 3058 Dec 30 11:33 > mason_handler.fcgi > -rw-r--r-- 1 www rt 2283 Dec 30 11:33 > mason_handler.scgi > -rwxr-xr-x 1 www rt 7706 Dec 30 11:33 > mason_handler.svc > -rwxr-xr-x 1 www rt 54269 Dec 30 11:33 rt > -rwxr-xr-x 1 www rt 7443 Dec 30 11:33 rt-crontool > -rwxr-xr-x 1 www rt 21502 Dec 30 11:33 rt-mailgate > -rw-r--r-- 1 www rt 6794 Dec 30 11:33 standalone_httpd > -rwxr-xr-x 1 www rt 4193 Dec 30 11:33 webmux.pl > less /etc/group > www:x:101:rt > rt:x:502:www,apache > > -----Original Message----- > From: O4Tom [mailto:2o4tom at gmail.com] > Sent: Tuesday, January 11, 2005 12:44 PM > To: Todd McCullough > Subject: Re: [rt-users] Fedora core 3 with FAST-CGI errors > > > I had something similar to this on my setup, but I was using > apache 1.3.x > > Make sure those files are set to something that can be read > by the account that you run your webserver as. An easy way > to do that is to add your webserver user (apache, www, web, > etc) to the rt group in /etc/group > > On Tue, 11 Jan 2005 11:24:18 -0500, Todd McCullough > > wrote: > > > > > > I've installed everything without errors but when I start > apache I get > > the following errors. > > > > > > > > I've using > > > > > > > > Fedora core 3 > > > > postgresql-7.4.6-1.FC3.2 > > > > httpd-2.0.52-3.1 > > > > perl-5.8.5-9 > > > > mod_fastcgi-2.4.2-1 > > > > > > > > > > > > Here's the errors!! Help!!! > > > > > > > > [Sun Dec 26 04:02:10 2004] [notice] mod_python: Creating 4 session > > mutexes based on 256 max processes and 0 max threads. > > > > [Sun Dec 26 04:02:10 2004] [notice] FastCGI: process manager > > initialized (pid 22080) > > > > [Sun Dec 26 04:02:10 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" started (pid 22081) > > > > [Sun Dec 26 04:02:10 2004] [notice] Apache/2.0.52 (Fedora) > configured > > -- resuming normal operations > > > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid > > 22081), > > execle() failed: Permission denied > > > > [Sun Dec 26 04:02:11 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 22081) terminated by calling > > exit with status '255' > > > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 22090) > > > > FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid > > 22090), > > execle() failed: Permission denied > > > > [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" (pid 22090) terminated by calling > > exit with status '255' > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From tomisilori at yahoo.co.uk Wed Jan 12 09:56:50 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 12 Jan 2005 14:56:50 +0000 (GMT) Subject: [rt-users] Problems with autogenerating passwords In-Reply-To: <41E5185D.8010008@acronis.com> Message-ID: <20050112145650.51826.qmail@web26608.mail.ukl.yahoo.com> Thanks so much for the information. I've created the rt.log file and I also put the following lines in RT_SiteConfig file # Absolute file name or relative to path in LogDir option.Set($LogToFileNamed , "rt.log");# Log levelSet($LogToFile , 'debug'); However, I still get the default auto reply when i create a ticket via an email without showing the auto-generated passwords I also checked rt.log afterwards but there was nothing inside it. Any assistance would be highly appreciated. Thanks. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Millard.Matt at principal.com Wed Jan 12 09:53:08 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Wed, 12 Jan 2005 08:53:08 -0600 Subject: [rt-users] Password reminder? Message-ID: <6201DF063335254BA0D6AA7053D101170A62A0D3@pfgdsmmbx006.principalusa.corp.principal.com> I'm in the process of upgrading from 2.0.15 to 3.4.0rcX and I was wondering if there was a working password reminder for 3.4. This is the biggest complaint that we get from customers. They forget their password and have no way other than calling us to reset it. I see that there is still a Reminder.html with "Not yet implemented" in it. Does anyone have an hacks for notifying users of their password via email? Matt -----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 mikko.sjoblom at hotelzon.com Wed Jan 12 09:52:45 2005 From: mikko.sjoblom at hotelzon.com (=?ISO-8859-1?Q?Mikko_Sj=F6blom?=) Date: Wed, 12 Jan 2005 16:52:45 +0200 Subject: [rt-users] Login page Message-ID: > -----Original Message----- > From: Bailumane, Isha [mailto:Isha_Bailumane at syntelinc.com] > Sent: 12. tammikuuta 2005 14:09 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Login page > > > hi , I would like to add some comments to my RT login page ( > i. e Welcome > note ) how can i do that ? > > Thanks > Isha > I have done that by editing the source files at: rt-root-dir/share/html/Elements/Login rt-root-dir/share/html/Elements/Header I don't know if there is some better/easier way to do that(?). And off course you need to be a bit familiar with html and perl when editing the source files, otherwise it's easy to break the system my mistake. .mikko From mbochynski at audiumcorp.com Wed Jan 12 10:23:58 2005 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Wed, 12 Jan 2005 10:23:58 -0500 Subject: [rt-users] Login page In-Reply-To: References: Message-ID: <1105543437.1152.7.camel@europium.audiumcorp.com> On Wed, 2005-01-12 at 09:52, Mikko Sj?blom wrote: > > > > hi , I would like to add some comments to my RT login page ( > > i. e Welcome > > note ) how can i do that ? > I have done that by editing the source files at: > > rt-root-dir/share/html/Elements/Login > rt-root-dir/share/html/Elements/Header > > I don't know if there is some better/easier way to do that(?). > And off course you need to be a bit familiar with html and perl when editing > I don't know whether it's easier :) but it's definitely better to copy the files you want to edit to the local folder and change them. copy Login and Header to rt-root-dir/local/html/Elements/ and edit them over there. RT will read the local files first. > the source files, otherwise it's easy to break the system my mistake. > Yep. That's why it's better to make a local copy. You can easily delete local copy and still have fully functional RT. Custom modification is described in Wiki, however I don't have the URL, sorry :) > .mikko > Michael From Ruslan.Zakirov at acronis.com Wed Jan 12 10:40:02 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 12 Jan 2005 18:40:02 +0300 Subject: [rt-users] Problems with autogenerating passwords In-Reply-To: <20050112145650.51826.qmail@web26608.mail.ukl.yahoo.com> References: <20050112145650.51826.qmail@web26608.mail.ukl.yahoo.com> Message-ID: <41E544D2.9030706@acronis.com> Oluwatomisin Ilori wrote: > Thanks so much for the information. I've created the rt.log file and I > also put the following lines in RT_SiteConfig > file > > # Absolute file name or relative to path in LogDir option. > Set($LogToFileNamed , "rt.log"); > # Log level > Set($LogToFile , 'debug'); > > However, I still get the default auto reply when i create a ticket via an email without showing the auto-generated passwords Have you created new template or changed default one? > > I also checked rt.log afterwards but there was nothing inside it. Apache stop then start is required to apply config changes. > > Any assistance would be highly appreciated. > > Thanks. > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * From JRamon.Alfageme at alhambra-eidos.com Wed Jan 12 11:02:12 2005 From: JRamon.Alfageme at alhambra-eidos.com (=?iso-8859-1?Q?Juan_Ram=F3n_Alfageme_Mata?=) Date: Wed, 12 Jan 2005 17:02:12 +0100 Subject: [rt-users] RE: Ticket disappear after adding a comment with RTIR Message-ID: <1515E176F4AD2E4AA41D92D7C006BC47014E7C8B@ALHM4SRV.alhpridom.as> To confirm my suspicions about SQL problem I connected to the database and made a select from some tickets and its current Type mysql> SELECT id, type -> FROM Tickets -> WHERE id between 17 and 19; +----+---------------+ | id | type | +----+---------------+ | 17 | Investigation | | 18 | ticket | | 19 | | +----+---------------+ As you can see when RTIR adds the comment it changes the type of the ticket to nothing, can someone give my a clue of sql statements location? Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jreeder at minutemenu.com Wed Jan 12 11:13:52 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Wed, 12 Jan 2005 10:13:52 -0600 Subject: [rt-users] Easily assigning "requestor" a username rather than an email In-Reply-To: <25AC2CBEEFA22F49BC36DED1250EB6A8041AC720@cxmailx.ad.cxtec.com> Message-ID: That's along the exact same lines of what I was thinking of doing. Would you mind too terribly sending me the code you've got for that? I'm sure I could whip it up in short order, but its always nice to see how someone else has tackled it too. Thanks a bunch. Jonathan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Matt Hanley Sent: Wednesday, January 12, 2005 7:57 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Easily assigning "requestor" a username rather than an email > address, I'll be all set. Thanks a bunch for the heads-up. Not to confuse you with another option, but we ran into the same problem here. Since we have a known set of users, we prepopulate the Requestor field with a drop down list that's generated from an SQL query. The displayed value is the full name and the value passed to RT is the email address. No typing, no confusion. -matt Matthew Hanley mhanley at cxtec.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From tomisilori at yahoo.co.uk Wed Jan 12 12:04:32 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 12 Jan 2005 17:04:32 +0000 (GMT) Subject: [rt-users] Re: Problems with autogenerating passwords In-Reply-To: <20050112123313.AE2224D80CF@diesel.bestpractical.com> Message-ID: <20050112170432.67400.qmail@web26601.mail.ukl.yahoo.com> Please, i still can't get auto generated passwords sent to users and there is nothing in rt.log. Can anyone help out? --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Wed Jan 12 12:27:08 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 12 Jan 2005 17:27:08 +0000 (GMT) Subject: [rt-users] Re: Problems with autogenerating passwords In-Reply-To: <20050112123313.AE2224D80CF@diesel.bestpractical.com> Message-ID: <20050112172708.7941.qmail@web26609.mail.ukl.yahoo.com> I created a new template for the particular queue. I didn't tamper with the default auto-reply template. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Jan 12 12:49:54 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Jan 2005 12:49:54 -0500 Subject: [rt-users] Ticket disappear after adding a comment with RTIR In-Reply-To: <1515E176F4AD2E4AA41D92D7C006BC47014E7C35@ALHM4SRV.alhpridom.as> References: <1515E176F4AD2E4AA41D92D7C006BC47014E7C35@ALHM4SRV.alhpridom.as> Message-ID: <20050112174954.GY24460@bestpractical.com> On Wed, Jan 12, 2005 at 12:52:35PM +0100, Juan Ramn Alfageme Mata wrote: > I am trying RT with RTIR, when I add a comment to a ticket in RT menu comment is added without problem, but when I add a comment from RTIR menu, ticket disappears and the only way to see it is knowing ticket number and go directly to it in RT menu. Can you tell us what versions of things you're running? From les at futuresource.com Wed Jan 12 13:08:00 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 12 Jan 2005 12:08:00 -0600 Subject: [rt-users] finding semi-composed emails In-Reply-To: <20050110195014.GR24460@bestpractical.com> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> Message-ID: <1105553280.3946.72.camel@moola.futuresource.com> On Mon, 2005-01-10 at 13:50, Jesse Vincent wrote: > > > It lists it as "correspondence added", even though there actually hasn't > > been any added yet. > > So what you're saying is that you're using RT against a mysql that > doesn't have support for transactions or your tables are of the wrong > type. (They're not innodb). Does that mean you are wrapping sql transactions around multiple http pages/events? -- Les Mikesell les at futuresource.com From jesse at bestpractical.com Wed Jan 12 14:14:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Jan 2005 14:14:34 -0500 Subject: [rt-users] finding semi-composed emails In-Reply-To: <1105553280.3946.72.camel@moola.futuresource.com> References: <20050110180202.GA3148@soto.kasei.com> <20050110182923.GJ24460@bestpractical.com> <20050110191118.GB3148@soto.kasei.com> <20050110195014.GR24460@bestpractical.com> <1105553280.3946.72.camel@moola.futuresource.com> Message-ID: <20050112191434.GF24460@bestpractical.com> On Wed, Jan 12, 2005 at 12:08:00PM -0600, Les Mikesell wrote: > On Mon, 2005-01-10 at 13:50, Jesse Vincent wrote: > > > > > It lists it as "correspondence added", even though there actually hasn't > > > been any added yet. > > > > So what you're saying is that you're using RT against a mysql that > > doesn't have support for transactions or your tables are of the wrong > > type. (They're not innodb). > > Does that mean you are wrapping sql transactions around multiple http > pages/events? No. But it means that we're depending on the database rolling back when we tell it to. > -- > Les Mikesell > les at futuresource.com > > -- From leon at iwa-solutions.com Wed Jan 12 14:17:11 2005 From: leon at iwa-solutions.com (leon at iwa-solutions.com) Date: Wed, 12 Jan 2005 12:17:11 -0700 Subject: [rt-users] Search summary shows previous search totals Message-ID: <6.0.1.1.0.20050112090028.091eeeb0@iwapps4.iwapps.com> I had a user point out a problem with searches in RT. I have also been able to recreate the problem. When a search is done that returns more than one page and pages 2,3,.... are viewed the next search that is done shows the total pages from the last search. The subsucent search shows the correct tickets. Just not the correct count. My system is: Fedora Core 2 RT 3.2.2 Mod_perl 1.99 DBIx::SearchBuilder 1.15 I seem to remember that updating searchbuilder is a possible answer but have been unable to find any verification. Most anything is easy after you've done it successfully a few times Leon Sonntag From leon at iwa-solutions.com Wed Jan 12 17:20:42 2005 From: leon at iwa-solutions.com (leon at iwa-solutions.com) Date: Wed, 12 Jan 2005 15:20:42 -0700 Subject: [rt-users] trying to get Statistics running Message-ID: <6.0.1.1.0.20050112152034.0244b3b0@iwapps4.iwapps.com> As I have several others go through, I am having difficulty getting the graphics portion of the RT Statistics pkg to work. I have RT setup to log at the "debug" level but get no message when I try to access the statistics page. The log is working because I see other entries. My setup is: Fedora Core 2 RT 3.2.2 Mod_perl 1.99 GD 2.0.32 GD::Graph 1.53 GD::Text 1.37 GD was loaded from an RPM. Graph and Text were loaded from cpan. From pku at autotradecenter.com Wed Jan 12 19:20:12 2005 From: pku at autotradecenter.com (Pei Ku) Date: Wed, 12 Jan 2005 16:20:12 -0800 Subject: [rt-users] Create a new Ticket via RT Web Interface - behavior of specifying Cc's Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC8104E9@msmpk02.corp.autc.com> If a user creates a new ticket via the Web interface, following fields are avaiable: Cc: (Sends a carbon-copy of this update to a comma-delimited list of email addresses. These people will receive future updates.) Admin Cc: (Sends a carbon-copy of this update to a comma-delimited list of administrative email addresses. These people will receive future updates.) It appears to me that there is a side-effect to specifying "Cc" (and "Admin Cc:"): if any of the specified Cc: email addresses are not existing users in RT, then RT will new user accounts using the email addresses specified. It's very easy for the Ticket creator to make a typing mistake -- e.g., there is one user who, instead of typing "joe at myco.com, bob at myco.com", he typed in "joe at myco.com.bob@myco.com" in the Cc: field. When he created the ticket, RT created a user called "joe at myco.com.bob@myco.com". Or, if the ticket creator entered a wrong email address, it gets created also. I want to change the behavior such that RT won't automatically create RT's accounts for Cc's that are not existing RT accounts. How do I do that? thanks Pei From mle at Niku.com Wed Jan 12 19:32:29 2005 From: mle at Niku.com (Mai Le) Date: Wed, 12 Jan 2005 16:32:29 -0800 Subject: [rt-users] Change default "Update Type" from Comments to Reply whenResolve is clicked Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C0128489A@RWC-EXCHANGE-VS.Niku.com> I did this on mine to have Reply to Requestors as the default for Resolve. Changes to Update.html my ($CommentDefault, $ResponseDefault); Change this line: if ($Action ne 'Respond') { To: if ($Action ne 'Respond' && $DefaultStatus ne 'resolved') { It's around line 160. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pei Ku Sent: Tuesday, January 11, 2005 12:57 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Change default "Update Type" from Comments to Reply whenResolve is clicked When you click on Resolve link in the Ticket view page, it takes you to the page containing the form where you can resolve the ticket. Note that the "Update Type" defaults to "Comments (Not sent to requestors)". How can I chage it so that it defaults to "Reply to Requestors"? I've been staring at the code a bit; I think Ticket/Update.html is where the magic happens: The HTML source does show the drop-down item Comments is SELECTED. Now I just need to figure out how to get "Reply to requestors" selected instead... thanks Pei _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. From steve at ls.berkeley.edu Thu Jan 13 01:58:41 2005 From: steve at ls.berkeley.edu (Steve Sizemore) Date: Wed, 12 Jan 2005 22:58:41 -0800 Subject: [rt-users] mysql.sock moved, and RT can't find it Message-ID: <20050113065841.GA54401@Math.Berkeley.EDU> I have moved the mysql socket from it's default location (/tmp) to /var/run/mysql, for reasons of security. rt seems to ignore my.cnf, and continues to look for it in /tmp. I have (temporarily) made it work again, by using a symbolic link, but I'd really like to figure out how to tell rt where to find the real socket. Any help out there? rt-3.2.2 mysql-4.0.23a apache-2.0.52 FreeBSD 4.10 Thanks. Steve -- Steve Sizemore , (510) 642-8570 Unix System Manager Dept. of Mathematics and College of Letters and Science University of California, Berkeley -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From JRamon.Alfageme at alhambra-eidos.com Thu Jan 13 02:32:35 2005 From: JRamon.Alfageme at alhambra-eidos.com (=?iso-8859-1?Q?Juan_Ram=F3n_Alfageme_Mata?=) Date: Thu, 13 Jan 2005 08:32:35 +0100 Subject: [rt-users] RE: Re: Ticket disappear after adding a comment with RTIR Message-ID: <1515E176F4AD2E4AA41D92D7C006BC47014E7C99@ALHM4SRV.alhpridom.as> Sorry I forgot, I am using the following software: Ubuntu Linux 4.10 (Debian) RT 3.2.2 RTIR 1.0.5 MySQL 4.0.20 Perl 5.8.4 DBIx::SearchBuilder 1.19 Apache 1.3.33 mod_perl 1.29 From sivan.deray at net-aptitude.fr Thu Jan 13 03:53:36 2005 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Thu, 13 Jan 2005 09:53:36 +0100 Subject: [rt-users] about autocreated user Message-ID: <4E13BD0442DACA4D9606CAD98924F09A3A4B08@srv-nap-atlas-1.net-aptitude.fr> Hi, I've got an autocreated user and i assigned him only the right to access RT. When connected to RT this user can view his ticket, assuming that these tickets are in the general queue. I created a queue "Client" my question is : How can i make this user see only his thicket in the queue Client and not on the general queue anymore. thanks From n.halai at ram.ac.uk Thu Jan 13 04:39:18 2005 From: n.halai at ram.ac.uk (Navin Halai) Date: Thu, 13 Jan 2005 09:39:18 -0000 Subject: [rt-users] Restarting RT Message-ID: <41E641CB.32421.74C1E4DD@ram.ac.uk> Hello I'm new to RT TrackIT, we've been using it at our site for a few years now (great, simple easy to use program). However the administrator who set this up and maintained it left us, and now we have a little problem whereby a ticket keeps reappearing every 15 mins or so, the message is as the original (same contect, date and time stamp). It appears RT is recreating the ticket as the mail is on seen on our mail logs, is there a simple way to restart the RT service on SUSE Linux withour restarting the server, we are using V3.0.10. Thanks in advance for any help. Navin Halai Royal Academy of Music From bwc_lr1 at easy48.com Wed Jan 12 22:38:59 2005 From: bwc_lr1 at easy48.com (Lee Roth) Date: Wed, 12 Jan 2005 22:38:59 -0500 Subject: [rt-users] Can't build Module::Build (needed by Log::Dispatch) for RT3.4RC1 Message-ID: <6.2.0.14.0.20050112223851.03216cc8@wgexc2.bwcad.ad.bwc.state.oh.us> >Steve Wampler wrote: > > > > I'm trying to install RT3.4RC1 on Fedora Core 3 with Perl 3.8.5. >Sigh. That's "Perl 5.8.5, of course..." > > Log::Dispatch won't install because it needs Module::Build, which > > fails its tests miserably. The first error is an "Argument list too > > long" message. > > > > I thought I'd tracked the problem down (via archive search) to > > Test::Harness, which I upgraded to 2.44. That hasn't helped. > > > > Any ideas what's happening? Fix? > > > > Thanks! I ran into the same problem trying to build modules (via CPAN>) for RT3.2 - the install of Log::Dispatch wanted to build Module::Build and that blew up. I solved this by downloading the kit for Module::Build (from http://tinyurl.com/66nfn ) and doing a 'traditional' install/build outside of the CPAN> gizmo (note: be sure to follow the steps in the INSTALL file inside the tarfile). After that, I fired up CPAN> again and it was able to do the 'install Log::Dispatch' just fine. Lee Roth -------------- next part -------------- An HTML attachment was scrubbed... URL: From r at elhames.co.uk Thu Jan 13 06:07:07 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 13 Jan 2005 11:07:07 -0000 Subject: [rt-users] Groups/Members.html slowing RT to a halt Message-ID: <002701c4f960$05ff98b0$52c593c3@tiger> Hi there; Displaying Admin/Groups/Members.html takes around 4->5 minutes , during that time the server CPU usage is at 99% , and RT slows to a halt, anyone else have this problem and is there a fix or work around ? I am thinking of splitting Members.html into Users section page and another for the Groups.. The machine has 3G CPU 1G RAM, OS Gentoo,perl 5.8.4, DBIx_1.16 apache 2,RT-3.2.2, total users of around 10000 of which around 700 privilege users, and around 35 groups .. Many thanks Roy From r at elhames.co.uk Thu Jan 13 06:15:22 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 13 Jan 2005 11:15:22 -0000 Subject: [rt-users] need perl developer Message-ID: <004801c4f961$2cda1450$52c593c3@tiger> Hi there; My company is looking for a perl developer to help with the development of RT and other similar projects, if anyone interested and can commute to Oxford/UK please mail me. I know this might not be the right email to this list, but the audience in this list is of the experience we are looking for, I apologise for any inconvenience to anyone. Roy From JRamon.Alfageme at alhambra-eidos.com Thu Jan 13 06:51:09 2005 From: JRamon.Alfageme at alhambra-eidos.com (=?iso-8859-1?Q?Juan_Ram=F3n_Alfageme_Mata?=) Date: Thu, 13 Jan 2005 12:51:09 +0100 Subject: [rt-users] RE: RE: Re: Ticket disappear after adding a comment with RTIR Message-ID: <1515E176F4AD2E4AA41D92D7C006BC47014E7D01@ALHM4SRV.alhpridom.as> Another thing I just discovered is that only happens whit the comment link in the top bar of RTIR. From Ruslan.Zakirov at acronis.com Thu Jan 13 08:03:14 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 13 Jan 2005 16:03:14 +0300 Subject: [rt-users] need perl developer In-Reply-To: <004801c4f961$2cda1450$52c593c3@tiger> References: <004801c4f961$2cda1450$52c593c3@tiger> Message-ID: <41E67192.7070603@acronis.com> Raed El - Hames wrote: > Hi there; > > My company is looking for a perl developer to help with the development of > RT and other similar projects, if anyone interested and can commute to > Oxford/UK please mail me. > I know this might not be the right email to this list, but the audience in > this list is of the experience we are looking for, I apologise for any > inconvenience to anyone. IMHO you should think about signing contract with BestPractical. Best regards. Ruslan. > > Roy From Ruslan.Zakirov at acronis.com Thu Jan 13 08:06:24 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 13 Jan 2005 16:06:24 +0300 Subject: [rt-users] Re: Problems with autogenerating passwords In-Reply-To: <20050112172708.7941.qmail@web26609.mail.ukl.yahoo.com> References: <20050112172708.7941.qmail@web26609.mail.ukl.yahoo.com> Message-ID: <41E67250.7050400@acronis.com> Oluwatomisin Ilori wrote: > I created a new template for the particular queue. I didn't tamper > with the default auto-reply template. Then you should change AutoReply scrip and choose template that you've created for it. Please read info about scrips and relaited things like Conditions, Actions, Templates: http://wiki.bestpractical.com/?Scrip > > ------------------------------------------------------------------------ > *ALL-NEW Yahoo! Messenger* > * > - all new features - even more fun!** * > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Jan 13 08:14:31 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 13 Jan 2005 16:14:31 +0300 Subject: [rt-users] RE: RE: Re: Ticket disappear after adding a comment with RTIR In-Reply-To: <1515E176F4AD2E4AA41D92D7C006BC47014E7D01@ALHM4SRV.alhpridom.as> References: <1515E176F4AD2E4AA41D92D7C006BC47014E7D01@ALHM4SRV.alhpridom.as> Message-ID: <41E67437.3010903@acronis.com> Juan Ram?n Alfageme Mata wrote: > Another thing I just discovered is that only happens whit the comment link in the top bar of RTIR. I don't read all background of your problem, but RTIR&RTFM are not developed so rapidly as RT itself, so you should try most recent versions from development releases. And please send summary of all your ivestigations to rt-bugs@ or to rt-devel@, but only after you'ld check that bug exists in latest RTIR versions. Ruslan. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Jan 13 08:27:11 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 13 Jan 2005 16:27:11 +0300 Subject: [rt-users] Groups/Members.html slowing RT to a halt In-Reply-To: <002701c4f960$05ff98b0$52c593c3@tiger> References: <002701c4f960$05ff98b0$52c593c3@tiger> Message-ID: <41E6772F.7060700@acronis.com> Raed El - Hames wrote: > Hi there; > > Displaying Admin/Groups/Members.html takes around 4->5 minutes , during that > time the server CPU usage is at 99% , and RT slows to a halt, anyone else > have this problem and is there a fix or work around ? I am thinking of > splitting Members.html into Users section page and another for the Groups.. > The machine has 3G CPU 1G RAM, OS Gentoo,perl 5.8.4, DBIx_1.16 apache > 2,RT-3.2.2, total users of around 10000 of which around 700 privilege users, > and around 35 groups .. It's bug and was fixed in 3.2.3 try last RC. > > Many thanks > > Roy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Jan 13 08:29:59 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 13 Jan 2005 16:29:59 +0300 Subject: [rt-users] about autocreated user In-Reply-To: <4E13BD0442DACA4D9606CAD98924F09A3A4B08@srv-nap-atlas-1.net-aptitude.fr> References: <4E13BD0442DACA4D9606CAD98924F09A3A4B08@srv-nap-atlas-1.net-aptitude.fr> Message-ID: <41E677D7.6040606@acronis.com> Sivan DERAY wrote: > Hi, > > I've got an autocreated user and i assigned him only the right to access > RT. > When connected to RT this user can view his ticket, assuming that these > tickets are in the general queue. > > I created a queue "Client" > > my question is : > > How can i make this user see only his thicket in the queue Client and > not on the general queue anymore. Grant ShowTicket to requestor role. Read this for more info about roles and rights in RT http://wiki.bestpractical.com/?Rights > > thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Jan 13 08:33:48 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 13 Jan 2005 16:33:48 +0300 Subject: [rt-users] Restarting RT In-Reply-To: <41E641CB.32421.74C1E4DD@ram.ac.uk> References: <41E641CB.32421.74C1E4DD@ram.ac.uk> Message-ID: <41E678BC.60006@acronis.com> Navin Halai wrote: > Hello > > I'm new to RT TrackIT, we've been using it at our site for a few > years now (great, simple easy to use program). However the > administrator who set this up and maintained it left us, and now we > have a little problem whereby a ticket keeps reappearing every 15 > mins or so, the message is as the original (same contect, date and > time stamp). It appears RT is recreating the ticket as the mail is Sounds like mail loop, that is bad. May be is not RT problem, but problem of spam, RT AutoReply and some stupid mail service. > on seen on our mail logs, is there a simple way to restart the RT > service on SUSE Linux withour restarting the server, we are using > V3.0.10. You must restart server, exactly stop&start, not reload. > > Thanks in advance for any help. > > Navin Halai > Royal Academy of Music > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Jan 13 08:36:45 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 13 Jan 2005 16:36:45 +0300 Subject: [rt-users] mysql.sock moved, and RT can't find it In-Reply-To: <20050113065841.GA54401@Math.Berkeley.EDU> References: <20050113065841.GA54401@Math.Berkeley.EDU> Message-ID: <41E6796D.8050400@acronis.com> RT uses my.cnf like all other mysql client libs. May be you put socket configuration to wrong block in my.cnf. Steve Sizemore wrote: > I have moved the mysql socket from it's default location (/tmp) to > /var/run/mysql, for reasons of security. rt seems to ignore my.cnf, > and continues to look for it in /tmp. I have (temporarily) made it > work again, by using a symbolic link, but I'd really like to figure > out how to tell rt where to find the real socket. > > Any help out there? > > rt-3.2.2 > mysql-4.0.23a > apache-2.0.52 > FreeBSD 4.10 > > Thanks. > Steve > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From les at futuresource.com Thu Jan 13 08:56:45 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 13 Jan 2005 07:56:45 -0600 Subject: [rt-users] Restarting RT In-Reply-To: <41E678BC.60006@acronis.com> References: <41E641CB.32421.74C1E4DD@ram.ac.uk> <41E678BC.60006@acronis.com> Message-ID: <1105624604.917.14.camel@les-home.futuresource.com> On Thu, 2005-01-13 at 07:33, Ruslan U. Zakirov wrote: > > on seen on our mail logs, is there a simple way to restart the RT > > service on SUSE Linux withour restarting the server, we are using > > V3.0.10. > You must restart server, exactly stop&start, not reload. Just to clarify: "server" means the web server not the machine, so stop and start the httpd service. -- Les Mikesell les at futuresource.com From sivan.deray at net-aptitude.fr Thu Jan 13 09:26:14 2005 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Thu, 13 Jan 2005 15:26:14 +0100 Subject: [rt-users] about autocreated user Message-ID: <4E13BD0442DACA4D9606CAD98924F09A3A4B09@srv-nap-atlas-1.net-aptitude.fr> An auto created profil on rt could be assigned a password so to see only his ticket without assigning them rights. I created a group which is composed of these two autocreated (Mr.A & Mr.B) persons and assigned this group rights. my problem is that i'd like Mr.B to be able to see Mr.A's ticket. rights seems not to work here any idea ? -----Message d'origine----- De : Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Envoy? : jeudi 13 janvier 2005 14:30 ? : Sivan DERAY Cc : rt-users at lists.bestpractical.com Objet : Re: [rt-users] about autocreated user Sivan DERAY wrote: > Hi, > > I've got an autocreated user and i assigned him only the right to > access RT. When connected to RT this user can view his ticket, > assuming that these tickets are in the general queue. > > I created a queue "Client" > > my question is : > > How can i make this user see only his thicket in the queue Client and > not on the general queue anymore. Grant ShowTicket to requestor role. Read this for more info about roles and rights in RT http://wiki.bestpractical.com/?Rights > > thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From kfh at mqsoftware.com Thu Jan 13 09:16:48 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 13 Jan 2005 08:16:48 -0600 Subject: [rt-users] trying to get Statistics running Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CDA188E5@mailservermn.mqsoftware.com> Leon, What happens when the page loads? Do you get the rest of the page, but nothing for the graph? (or maybe it displays a red X?) If so, try right clicking on the place where the graphic is supposed to be and saving it do disk. Then open it with and editor and see if it looks reasonable, maybe there's an extra line at the top of the file? (That's especially likely if you have an old version of RTFM installed). Also, what does the URL for the graphic itself look like, and what happens if you just paste that URL into a browser? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of leon at iwa-solutions.com > Sent: Wednesday, January 12, 2005 4:21 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] trying to get Statistics running > > As I have several others go through, I am having difficulty getting the > graphics portion of the RT Statistics pkg to work. I have RT setup to log > at the "debug" level but get no message when I try to access the > statistics > page. The log is working because I see other entries. > > My setup is: > Fedora Core 2 > RT 3.2.2 > Mod_perl 1.99 > GD 2.0.32 > GD::Graph 1.53 > GD::Text 1.37 > > GD was loaded from an RPM. Graph and Text were loaded from cpan. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cmap_sec at yahoo.co.uk Thu Jan 13 09:25:43 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Thu, 13 Jan 2005 14:25:43 +0000 (GMT) Subject: [rt-users] RT closing and taking faults by email Message-ID: <20050113142543.81006.qmail@web25703.mail.ukl.yahoo.com> hi I really need to get RT working so we can reply to a ticket to take ownership and/or resolve it. I'm using RT 3.2.2 I found this - http://marc.free.net.ph/message/20040715.132841.e85534e4.en.html and did as it said. i then reply to a "new ticket has been added" message i get as a watcher of the queue with a subject line that ends up - RE: [domain #78] fault RTC-Set-Owner: username RTC-Set-Status: resolved I can see from rt.log it doesn't act on the scrip i have added but then this seems to only show emailings. It is scrip5 i amended, which is a correspond scrip with userdefined and the code as per the above url. I'm thinking its perhaps not applicable for this version of RT. log shows it seeing the custom code. HTML::Mason::Commands::__ANON__('Queue', 0, 'Scrip-5-CustomCommitCode', 'my $header = \'RTC-Set-Owner\';\x{d}\x{a}if ($self->TransactionObj->A...', 'Scrip-5-ScripAction', 15, 'Scrip-5-Description', '', 'Scrip-5-Template', ...) 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(0xfaab2f48)', 'Queue', 0, 'Scrip-5-CustomCommitCode', 'my $header = \'RTC-Set-Owner\';\x{d}\x{a}if ($self->TransactionObj->A...', 'Scrip-5-ScripAction', 15, 'Scrip-5-Description', '', ...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074 eval {...} called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp('undef', 'undef', 'Queue', 0, 'Scrip-5-CustomCommitCode', 'my $header = \'RTC-Set-Owner\';\x{d}\x{a}if ($self->TransactionObj->A...', 'Scrip-5-ScripAction', 15, 'Scrip-5-Description', ...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 and then processing the mail but nothing happens beyond the mail adding to the fault. [Thu Jan 13 14:07:13 2005] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - RE: [domain #78] baboon RTC-Set-Owner: user RTC-Set-Status: resolved (/usr/local/rt3/lib/RT/I18N.pm:222) [Thu Jan 13 14:07:13 2005] [debug]: Found a ticket ID. It's 78 (/usr/local/rt3/lib/RT/EmailParser.pm:354) [Thu Jan 13 14:07:13 2005] [debug]: About to think about scrips for transaction730 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:140) [Thu Jan 13 14:07:13 2005] [debug]: About to prepare scrips for transaction730 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:144) [Thu Jan 13 14:07:13 2005] [debug]: Found 6 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:349) [Thu Jan 13 14:07:14 2005] [debug]: About to commit scrips for transaction730 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:153) [Thu Jan 13 14:07:14 2005] [info]: #78/730 - Scrip 6 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:231) [Thu Jan 13 14:07:14 2005] [debug]: About to think about scrips for transaction731 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:140) [Thu Jan 13 14:07:14 2005] [info]: sent To: requestor at domain Cc: Bcc: (/usr/local/rt3/lib/RT/Action/SendEmail.pm:291) Help. Elaine ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From Ruslan.Zakirov at acronis.com Thu Jan 13 10:07:59 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 13 Jan 2005 18:07:59 +0300 Subject: [rt-users] Restarting RT In-Reply-To: <1105624604.917.14.camel@les-home.futuresource.com> References: <41E641CB.32421.74C1E4DD@ram.ac.uk> <41E678BC.60006@acronis.com> <1105624604.917.14.camel@les-home.futuresource.com> Message-ID: <41E68ECF.5020905@acronis.com> Les Mikesell wrote: > On Thu, 2005-01-13 at 07:33, Ruslan U. Zakirov wrote: > > >>>on seen on our mail logs, is there a simple way to restart the RT >>>service on SUSE Linux withour restarting the server, we are using >>>V3.0.10. >> >>You must restart server, exactly stop&start, not reload. > > > Just to clarify: "server" means the web server not the machine, > so stop and start the httpd service. yes, httpd service From leon at iwa-solutions.com Thu Jan 13 11:46:17 2005 From: leon at iwa-solutions.com (leon at iwa-solutions.com) Date: Thu, 13 Jan 2005 09:46:17 -0700 Subject: [rt-users] trying to get Statistics running In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CDA188E5@mailservermn.mqsoft ware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CDA188E5@mailservermn.mqsoftware.com> Message-ID: <6.0.1.1.0.20050113093627.023e89f0@iwapps4.iwapps.com> At 07:16 AM 1/13/05, Kelly F. Hickel wrote: >Leon, > What happens when the page loads? Do you get the rest of the >page, but nothing for the graph? (or maybe it displays a red X?) The page loads and I get a red X in place of the graph. > If so, >try right clicking on the place where the graphic is supposed to be and >saving it do disk. There did not seem to be anything usable when I tried that yesterday. Today when I try to select anything , within Statistics, beyond the first page RT locks up and I have to restart Apache to clear it. The RT log is set to "debug" but still shows nothing related to the actiions. The Apache access and request logs are shown below. [root at server rt]# tail ssl_request_log [13/Jan/2005:09:35:59 -0700] 192.168.0.x SSLv3 RC4-MD5 "POST / HTTP/1.1" 16034 [13/Jan/2005:09:35:59 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [13/Jan/2005:09:36:03 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /Statistics/index.html HTTP/1.1" 6036 [13/Jan/2005:09:36:04 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [13/Jan/2005:09:36:14 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /Statistics/TimeToResolve/index.html HTTP/1.1" 5821 [13/Jan/2005:09:36:14 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [13/Jan/2005:09:36:31 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [13/Jan/2005:09:36:29 -0700] 192.168.0.x SSLv3 RC4-MD5 "POST /Statistics/TimeToResolve/index.html HTTP/1.1" 6043 [13/Jan/2005:09:36:35 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /Statistics/CallsQueueDay/index.html HTTP/1.1" 8459 [13/Jan/2005:09:36:35 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [root at server rt]# tail ssl_access_log 192.168.0.x - - [13/Jan/2005:09:35:59 -0700] "POST / HTTP/1.1" 200 16034 192.168.0.x - - [13/Jan/2005:09:35:59 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 192.168.0.x - - [13/Jan/2005:09:36:03 -0700] "GET /Statistics/index.html HTTP/1.1" 200 6036 192.168.0.x - - [13/Jan/2005:09:36:04 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 192.168.0.x - - [13/Jan/2005:09:36:14 -0700] "GET /Statistics/TimeToResolve/index.html HTTP/1.1" 200 5821 192.168.0.x - - [13/Jan/2005:09:36:14 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 192.168.0.x - - [13/Jan/2005:09:36:31 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 192.168.0.x - - [13/Jan/2005:09:36:29 -0700] "POST /Statistics/TimeToResolve/index.html HTTP/1.1" 200 6043 192.168.0.x - - [13/Jan/2005:09:36:35 -0700] "GET /Statistics/CallsQueueDay/index.html HTTP/1.1" 200 8459 192.168.0.x - - [13/Jan/2005:09:36:35 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 > Then open it with and editor and see if it looks >reasonable, maybe there's an extra line at the top of the file? (That's >especially likely if you have an old version of RTFM installed). Also, >what does the URL for the graphic itself look like, and what happens if >you just paste that URL into a browser? > >-- >Kelly F. Hickel >Senior Software Architect >MQSoftware, Inc >952.345.8677 >kfh at mqsoftware.com > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of leon at iwa-solutions.com > > Sent: Wednesday, January 12, 2005 4:21 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] trying to get Statistics running > > > > As I have several others go through, I am having difficulty getting >the > > graphics portion of the RT Statistics pkg to work. I have RT setup to >log > > at the "debug" level but get no message when I try to access the > > statistics > > page. The log is working because I see other entries. > > > > My setup is: > > Fedora Core 2 > > RT 3.2.2 > > Mod_perl 1.99 > > GD 2.0.32 > > GD::Graph 1.53 > > GD::Text 1.37 > > > > GD was loaded from an RPM. Graph and Text were loaded from cpan. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From leon at iwa-solutions.com Thu Jan 13 11:46:43 2005 From: leon at iwa-solutions.com (leon at iwa-solutions.com) Date: Thu, 13 Jan 2005 09:46:43 -0700 Subject: [rt-users] trying to get Statistics running Message-ID: <6.0.1.1.0.20050113094632.023f4750@iwapps4.iwapps.com> At 07:16 AM 1/13/05, Kelly F. Hickel wrote: >Leon, > What happens when the page loads? Do you get the rest of the >page, but nothing for the graph? (or maybe it displays a red X?) The page loads and I get a red X in place of the graph. > If so, >try right clicking on the place where the graphic is supposed to be and >saving it do disk. There did not seem to be anything usable when I tried that yesterday. Today when I try to select anything , within Statistics, beyond the first page RT locks up and I have to restart Apache to clear it. The RT log is set to "debug" but still shows nothing related to the actiions. The Apache access and request logs are shown below. [root at server rt]# tail ssl_request_log [13/Jan/2005:09:35:59 -0700] 192.168.0.x SSLv3 RC4-MD5 "POST / HTTP/1.1" 16034 [13/Jan/2005:09:35:59 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [13/Jan/2005:09:36:03 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /Statistics/index.html HTTP/1.1" 6036 [13/Jan/2005:09:36:04 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [13/Jan/2005:09:36:14 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /Statistics/TimeToResolve/index.html HTTP/1.1" 5821 [13/Jan/2005:09:36:14 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [13/Jan/2005:09:36:31 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [13/Jan/2005:09:36:29 -0700] 192.168.0.x SSLv3 RC4-MD5 "POST /Statistics/TimeToResolve/index.html HTTP/1.1" 6043 [13/Jan/2005:09:36:35 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /Statistics/CallsQueueDay/index.html HTTP/1.1" 8459 [13/Jan/2005:09:36:35 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET /NoAuth/webrt.css HTTP/1.1" 6932 [root at server rt]# tail ssl_access_log 192.168.0.x - - [13/Jan/2005:09:35:59 -0700] "POST / HTTP/1.1" 200 16034 192.168.0.x - - [13/Jan/2005:09:35:59 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 192.168.0.x - - [13/Jan/2005:09:36:03 -0700] "GET /Statistics/index.html HTTP/1.1" 200 6036 192.168.0.x - - [13/Jan/2005:09:36:04 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 192.168.0.x - - [13/Jan/2005:09:36:14 -0700] "GET /Statistics/TimeToResolve/index.html HTTP/1.1" 200 5821 192.168.0.x - - [13/Jan/2005:09:36:14 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 192.168.0.x - - [13/Jan/2005:09:36:31 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 192.168.0.x - - [13/Jan/2005:09:36:29 -0700] "POST /Statistics/TimeToResolve/index.html HTTP/1.1" 200 6043 192.168.0.x - - [13/Jan/2005:09:36:35 -0700] "GET /Statistics/CallsQueueDay/index.html HTTP/1.1" 200 8459 192.168.0.x - - [13/Jan/2005:09:36:35 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6932 > Then open it with and editor and see if it looks >reasonable, maybe there's an extra line at the top of the file? (That's >especially likely if you have an old version of RTFM installed). Also, >what does the URL for the graphic itself look like, and what happens if >you just paste that URL into a browser? > >-- >Kelly F. Hickel >Senior Software Architect >MQSoftware, Inc >952.345.8677 >kfh at mqsoftware.com > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of leon at iwa-solutions.com > > Sent: Wednesday, January 12, 2005 4:21 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] trying to get Statistics running > > > > As I have several others go through, I am having difficulty getting >the > > graphics portion of the RT Statistics pkg to work. I have RT setup to >log > > at the "debug" level but get no message when I try to access the > > statistics > > page. The log is working because I see other entries. > > > > My setup is: > > Fedora Core 2 > > RT 3.2.2 > > Mod_perl 1.99 > > GD 2.0.32 > > GD::Graph 1.53 > > GD::Text 1.37 > > > > GD was loaded from an RPM. Graph and Text were loaded from cpan. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From kfh at mqsoftware.com Thu Jan 13 11:56:55 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 13 Jan 2005 10:56:55 -0600 Subject: [rt-users] trying to get Statistics running Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CDA188F7@mailservermn.mqsoftware.com> > -----Original Message----- > From: leon at iwa-solutions.com [mailto:leon at iwa-solutions.com] > Sent: Thursday, January 13, 2005 10:46 AM > To: Kelly F. Hickel > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] trying to get Statistics running > > At 07:16 AM 1/13/05, Kelly F. Hickel wrote: > >Leon, > > What happens when the page loads? Do you get the rest of the > >page, but nothing for the graph? (or maybe it displays a red X?) > > The page loads and I get a red X in place of the graph. > > > If so, > >try right clicking on the place where the graphic is supposed to be and > >saving it do disk. > > There did not seem to be anything usable when I tried that > yesterday. Today when I try to select anything , within Statistics, > beyond > the first page RT locks up and I have to restart Apache to clear it. > The RT log is set to "debug" but still shows nothing related to the > actiions. The Apache access and request logs are shown below. [Kelly F. Hickel] Well, that seems fairly odd, I haven't seen that one before. Can you verify that libgd and GD::graph and GD::text outside of apache/RT? Presumably the make test for the CPAN packages worked (assuming that you didn't have to use "force"). I have to confess that I don't have any good idea of what the problem is or how to track it down. -Kelly > > [root at server rt]# tail ssl_request_log > [13/Jan/2005:09:35:59 -0700] 192.168.0.x SSLv3 RC4-MD5 "POST / HTTP/1.1" > 16034 > [13/Jan/2005:09:35:59 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET > /NoAuth/webrt.css HTTP/1.1" 6932 > [13/Jan/2005:09:36:03 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET > /Statistics/index.html HTTP/1.1" 6036 > [13/Jan/2005:09:36:04 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET > /NoAuth/webrt.css HTTP/1.1" 6932 > [13/Jan/2005:09:36:14 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET > /Statistics/TimeToResolve/index.html HTTP/1.1" 5821 > [13/Jan/2005:09:36:14 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET > /NoAuth/webrt.css HTTP/1.1" 6932 > [13/Jan/2005:09:36:31 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET > /NoAuth/webrt.css HTTP/1.1" 6932 > [13/Jan/2005:09:36:29 -0700] 192.168.0.x SSLv3 RC4-MD5 "POST > /Statistics/TimeToResolve/index.html HTTP/1.1" 6043 > [13/Jan/2005:09:36:35 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET > /Statistics/CallsQueueDay/index.html HTTP/1.1" 8459 > [13/Jan/2005:09:36:35 -0700] 192.168.0.x SSLv3 RC4-MD5 "GET > /NoAuth/webrt.css HTTP/1.1" 6932 > [root at server rt]# tail ssl_access_log > 192.168.0.x - - [13/Jan/2005:09:35:59 -0700] "POST / HTTP/1.1" 200 16034 > 192.168.0.x - - [13/Jan/2005:09:35:59 -0700] "GET /NoAuth/webrt.css > HTTP/1.1" 200 6932 > 192.168.0.x - - [13/Jan/2005:09:36:03 -0700] "GET /Statistics/index.html > HTTP/1.1" 200 6036 > 192.168.0.x - - [13/Jan/2005:09:36:04 -0700] "GET /NoAuth/webrt.css > HTTP/1.1" 200 6932 > 192.168.0.x - - [13/Jan/2005:09:36:14 -0700] "GET > /Statistics/TimeToResolve/index.html HTTP/1.1" 200 5821 > 192.168.0.x - - [13/Jan/2005:09:36:14 -0700] "GET /NoAuth/webrt.css > HTTP/1.1" 200 6932 > 192.168.0.x - - [13/Jan/2005:09:36:31 -0700] "GET /NoAuth/webrt.css > HTTP/1.1" 200 6932 > 192.168.0.x - - [13/Jan/2005:09:36:29 -0700] "POST > /Statistics/TimeToResolve/index.html HTTP/1.1" 200 6043 > 192.168.0.x - - [13/Jan/2005:09:36:35 -0700] "GET > /Statistics/CallsQueueDay/index.html HTTP/1.1" 200 8459 > 192.168.0.x - - [13/Jan/2005:09:36:35 -0700] "GET /NoAuth/webrt.css > HTTP/1.1" 200 6932 > > > > Then open it with and editor and see if it looks > >reasonable, maybe there's an extra line at the top of the file? (That's > >especially likely if you have an old version of RTFM installed). Also, > >what does the URL for the graphic itself look like, and what happens if > >you just paste that URL into a browser? > > > >-- > >Kelly F. Hickel > >Senior Software Architect > >MQSoftware, Inc > >952.345.8677 > >kfh at mqsoftware.com > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of leon at iwa-solutions.com > > > Sent: Wednesday, January 12, 2005 4:21 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] trying to get Statistics running > > > > > > As I have several others go through, I am having difficulty getting > >the > > > graphics portion of the RT Statistics pkg to work. I have RT setup to > >log > > > at the "debug" level but get no message when I try to access the > > > statistics > > > page. The log is working because I see other entries. > > > > > > My setup is: > > > Fedora Core 2 > > > RT 3.2.2 > > > Mod_perl 1.99 > > > GD 2.0.32 > > > GD::Graph 1.53 > > > GD::Text 1.37 > > > > > > GD was loaded from an RPM. Graph and Text were loaded from cpan. > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From steve at ls.berkeley.edu Thu Jan 13 12:13:22 2005 From: steve at ls.berkeley.edu (Steve Sizemore) Date: Thu, 13 Jan 2005 09:13:22 -0800 Subject: [rt-users] mysql.sock moved, and RT can't find it In-Reply-To: <41E69E4D.2000803@net-deposit.net> <41E6796D.8050400@acronis.com> References: <20050113065841.GA54401@Math.Berkeley.EDU> <41E69E4D.2000803@net-deposit.net> <20050113065841.GA54401@Math.Berkeley.EDU> <41E6796D.8050400@acronis.com> Message-ID: <20050113171322.GC58400@Math.Berkeley.EDU> On Thu, Jan 13, 2005 at 04:36:45PM +0300, Ruslan U. Zakirov wrote: > > Steve Sizemore wrote: > >I have moved the mysql socket from it's default location (/tmp) to > >/var/run/mysql, for reasons of security. rt seems to ignore my.cnf, > >and continues to look for it in /tmp. I have (temporarily) made it > >work again, by using a symbolic link, but I'd really like to figure > >out how to tell rt where to find the real socket. > > > >Any help out there? > > > >rt-3.2.2 > >mysql-4.0.23a > >apache-2.0.52 > >FreeBSD 4.10 > > RT uses my.cnf like all other mysql client libs. May be you put socket > configuration to wrong block in my.cnf. I put it in the client block - [client] port = 3306 socket = /var/run/mysql/mysql.sock which works for other clients, like mod_php. Where else would it go? On Thu, Jan 13, 2005 at 09:14:05AM -0700, Joe Benson wrote: > > > Make sure you don't have two my.cnf files. I don't know about FreeBSD, > I run Linux, but Redhat default rpms would put a my.cnf file in /etc. Yes, I did have two - /etc/my.cnf and /usr/local/etc/my.cnf, but there was hardly anything in /usr/local/etc/my.cnf; neither removing it, nor linking it to /etc/my.cnf makes any difference. (mysql on FreeBSD looks at /etc/my.cnf.) So, I'm still looking for ideas... Thanks. Steve -- Steve Sizemore , (510) 642-8570 Unix System Manager Dept. of Mathematics and College of Letters and Science University of California, Berkeley -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From ben.butler at c2internet.net Thu Jan 13 12:34:34 2005 From: ben.butler at c2internet.net (Ben Butler) Date: Thu, 13 Jan 2005 17:34:34 -0000 Subject: [rt-users] RT3 - Creation of new user for email. Message-ID: Hi, I am running RT3 on Debian with Apache2 and Postfix. The good news is I have got it all setup nicely and working so far. The problem I have got is I am getting the following message when sending a test message into the system. "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email." I need to be able to accept tickets from Users that are not already setup in RT. How do I allow this, I have tried Google but to no avail. Thanks in advance. Kind Regards Ben Butler ++++++++++++++++++++++++++++++++++++++ C2 Internet Ltd Alvaston House Alvaston Business Park Nantwich Cheshire CW5 6PF W http://www.c2internet.net/ T +44-(0)845-658-0020 F +44-(0)845-658-0070 All quotes & services from C2 are bound by our standard terms and conditions which are available on our website at: http://www.c2internet.net/legal/main.htm#tandc From matt at linuxconsultant.biz Thu Jan 13 12:25:06 2005 From: matt at linuxconsultant.biz (Matt Hempel) Date: Thu, 13 Jan 2005 11:25:06 -0600 Subject: [rt-users] mysql.sock moved, and RT can't find it In-Reply-To: <20050113171322.GC58400@Math.Berkeley.EDU> References: <20050113065841.GA54401@Math.Berkeley.EDU> <41E69E4D.2000803@net-deposit.net> <20050113065841.GA54401@Math.Berkeley.EDU> <41E6796D.8050400@acronis.com> <20050113171322.GC58400@Math.Berkeley.EDU> Message-ID: <41E6AEF2.1030506@linuxconsultant.biz> Steve Sizemore wrote: >On Thu, Jan 13, 2005 at 04:36:45PM +0300, Ruslan U. Zakirov wrote: > > >>Steve Sizemore wrote: >> >> >>>I have moved the mysql socket from it's default location (/tmp) to >>>/var/run/mysql, for reasons of security. rt seems to ignore my.cnf, >>>and continues to look for it in /tmp. I have (temporarily) made it >>>work again, by using a symbolic link, but I'd really like to figure >>>out how to tell rt where to find the real socket. >>> >>>Any help out there? >>> >>>rt-3.2.2 >>>mysql-4.0.23a >>>apache-2.0.52 >>>FreeBSD 4.10 >>> >>> >>RT uses my.cnf like all other mysql client libs. May be you put socket >>configuration to wrong block in my.cnf. >> >> > >I put it in the client block - > > [client] > port = 3306 > socket = /var/run/mysql/mysql.sock > >which works for other clients, like mod_php. Where else would it go? > > > >On Thu, Jan 13, 2005 at 09:14:05AM -0700, Joe Benson wrote: > > >>Make sure you don't have two my.cnf files. I don't know about FreeBSD, >>I run Linux, but Redhat default rpms would put a my.cnf file in /etc. >> >> > >Yes, I did have two - /etc/my.cnf and /usr/local/etc/my.cnf, but there >was hardly anything in /usr/local/etc/my.cnf; neither removing it, nor >linking it to /etc/my.cnf makes any difference. (mysql on FreeBSD looks >at /etc/my.cnf.) > > >So, I'm still looking for ideas... > >Thanks. >Steve > > Look for mysql.pm in your perl DBD install. There's a variable "mysql_socket" that appears to be the default ... reset it to the new path and give RT another shot (remembering to restart apache afterwards). Alternatively, grep around for the old path in the RT source and the DBD. That's how I found it on my box: [root at support etc]# grep mysql_sock /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/*/* /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/DBD/mysql.pm: mysql_socket=/dev/mysql [root at support etc]# --m From jesse at bestpractical.com Thu Jan 13 13:18:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Jan 2005 13:18:53 -0500 Subject: [rt-users] RE: Re: Ticket disappear after adding a comment with RTIR In-Reply-To: <1515E176F4AD2E4AA41D92D7C006BC47014E7C99@ALHM4SRV.alhpridom.as> References: <1515E176F4AD2E4AA41D92D7C006BC47014E7C99@ALHM4SRV.alhpridom.as> Message-ID: <20050113181853.GP24460@bestpractical.com> On Thu, Jan 13, 2005 at 08:32:35AM +0100, Juan Ramn Alfageme Mata wrote: > > Sorry I forgot, I am using the following software: > > Ubuntu Linux 4.10 (Debian) > RT 3.2.2 > RTIR 1.0.5 Please Try the RTIR 1.1/1.2 series. RTIR 1.0 only works with 3.0. > MySQL 4.0.20 > Perl 5.8.4 > DBIx::SearchBuilder 1.19 > Apache 1.3.33 > mod_perl 1.29 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From djimenez at pobox.com Thu Jan 13 14:00:16 2005 From: djimenez at pobox.com (Daniel Jimenez) Date: Thu, 13 Jan 2005 13:00:16 -0600 Subject: [rt-users] Removing text Message-ID: <41E6C540.9050601@pobox.com> All, My company attaches a disclaimer to all outgoing emails. This really clutters up RT. Is there anyway to have RT remove the disclaimer from the ticket? Thanks! -- Daniel Jimenez djimenez[at]pobox[dot]com From aharrison at gmail.com Thu Jan 13 14:37:43 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 13 Jan 2005 14:37:43 -0500 Subject: [rt-users] RT3 - Creation of new user for email. In-Reply-To: References: Message-ID: > > "RT could not load a valid user, and RT's configuration does not allow for > the creation of a new user for your email." > > I need to be able to accept tickets from Users that are not already setup in > RT. How do I allow this, I have tried Google but to no avail. It should work. Are you sending the test message from a root acct? Please post the entire error message, any relevant lines in the rt.log, etc etc... -- Andy Harrison From tomisilori at yahoo.co.uk Thu Jan 13 14:42:30 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Thu, 13 Jan 2005 19:42:30 +0000 (GMT) Subject: [rt-users] Custom fields In-Reply-To: <20050113165954.EEC884D810F@diesel.bestpractical.com> Message-ID: <20050113194230.50356.qmail@web26601.mail.ukl.yahoo.com> Hi everyone, Thanks all for the previous posting. Please, I need assitance regarding creating custom fields. I've created it and I need to have email addresses of admin cc's of a queue populated into it in working on a timed notification. but i really don't know how to go about this. I've created a cronjob. Thanks for any assistance. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmroland at indiana.edu Thu Jan 13 14:43:19 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Thu, 13 Jan 2005 14:43:19 -0500 Subject: [rt-users] RT3 - Creation of new user for email. Message-ID: Under: Configuration->Queues->->Group Rights > > Make sure that 'Everyone' has the right to 'Create Ticket' > I suppose, but make sure you have adequate spam protection in front of your RT installation, lest ye show up to work one morn and find 75,000 new tickets from people who want to enlarge your private parts or some such... -- Andy Harrison From aharrison at gmail.com Thu Jan 13 16:18:14 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 13 Jan 2005 16:18:14 -0500 Subject: [rt-users] user screen In-Reply-To: <41E4412E.1080501@n2sw.com> References: <41E4412E.1080501@n2sw.com> Message-ID: On Tue, 11 Jan 2005 16:12:14 -0500, steve wrote: > hi all, am using ldap for authentication and i would like that whan a > normal user log in they should not be able to see the owner nor the > status drop down lists, > > is this possible. Create a custom version of the Ticket/Create.html form and wrap a right check around the display of that information % if ( $session{CurrentUser}->HasRight( Right => 'SuperUser', Object => $QueueObj ) ) { ...the html code for displaying status drop down box... % } -- Andy Harrison From Millard.Matt at principal.com Thu Jan 13 16:18:01 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Thu, 13 Jan 2005 15:18:01 -0600 Subject: [rt-users] Password reminder? Message-ID: <6201DF063335254BA0D6AA7053D1011706AD6BB7@pfgdsmmbx006.principalusa.corp.principal.com> I've got AutogeneratedPassword implimented, but I need to be able to send them a reminder when they forget the password given to them. This is only for users without passwords if I'm following it correctly. Matt -----Original Message----- From: Andy Harrison [mailto:aharrison at gmail.com] Sent: Thursday, January 13, 2005 2:22 PM To: Millard, Matt Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Password reminder? On Wed, 12 Jan 2005 08:53:08 -0600, Millard, Matt wrote: > I'm in the process of upgrading from 2.0.15 to 3.4.0rcX and I was > wondering if there was a working password reminder for 3.4. This is the biggest > complaint that we get from customers. They forget their password and > have no way other than calling us to reset it. I see that there is > still a Reminder.html with "Not yet implemented" in it. Does anyone > have an hacks for notifying users of their password via email? > http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword -- Andy Harrison -----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 aharrison at gmail.com Thu Jan 13 16:25:16 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 13 Jan 2005 16:25:16 -0500 Subject: [rt-users] RT sends multiple copies of same messages to people In-Reply-To: <1105113662.41deb23eb29b1@webmail.tufts.edu> References: <1105113662.41deb23eb29b1@webmail.tufts.edu> Message-ID: On Fri, 7 Jan 2005 11:01:02 -0500, Sheeri Kritzer wrote: > Hello, > > RT sometimes sends multiple copies of the message to the same people. We're > using RT 3.2.2 on Solaris 9 with Apache 1.3.31, Perl 5.8.3, modperl1 and MySQL > 4.0.21. > > Global scrips that affect this problem: > > On Correspond Notify AdminCcs with template Admin Correspondence > On Correspond Notify Requestors and Ccs with template Correspondence > On Correspond Notify Other Recipients with template Correspondence > OnCorrespond Notify Owner > > Many of our queues have watchers, and often the watchers are owners of the > tickets (though not necessarily) in the queue. However, if someone has 2 roles, > they get e-mailed twice -- for instance, if someone is a watcher on a queue as > well as an owner of the ticket, they get e-mailed twice. This gets compounded > when users think, "oh, let me cc this person on this message because I want them > to know about it". We then end up with people getting 2-3 emails every time a > ticket is generated. > > Scrolling down to the place where I can save changes to disable people from > getting e-mail, I find that if I uncheck *one* of the places where the user gets > mail, RT tries to be clever and says, "OK, I won't send this person mail at all" > and takes out any and all entries -- if I uncheck the person in "notify owner" > and hit "save changes", then the person is taken out of "notify adminccs" too. > I wonder if your users table might need a little cleaning. Like if you have user 'joe' with e-mail 'joe at example.com', but you also have a user (who was autocreated) 'joe at example.com' with the same e-mail address. Click to include disabled users in the user list and have a look. -- Andy Harrison From david.w.snyder at yale.edu Thu Jan 13 16:25:41 2005 From: david.w.snyder at yale.edu (David Snyder) Date: Thu, 13 Jan 2005 16:25:41 -0500 Subject: [rt-users] Re: Custom Field Searching broken again? In-Reply-To: <41E6E2B0.7020409@yale.edu> References: <20050108170004.534884D80BE@diesel.bestpractical.com> <41E6E2B0.7020409@yale.edu> Message-ID: <41E6E755.5080108@yale.edu> David Snyder wrote: > I've just installed 3.4.0rc5 (previously was testing rc2). Is it > just me, or is custom field searching still not working? > > David I meant to include this from my apache error log. This was when trying to search for tickets where a global custom field contains "problem." Also, I've got SearchBuilder 1.19 [Thu Jan 13 16:19:51 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4rc5/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: You have an error in your SQL syntax near 'ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.' at line 1 at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 475., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Build.html [Thu Jan 13 16:19:51 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4rc5/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xad70a30) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( main.id = ObjectCustomFieldValues_1.ObjectId)) JOIN CustomFields CustomFields_2 ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%problem%')) ' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 489., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Build.html [Thu Jan 13 16:19:51 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4rc5/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: You have an error in your SQL syntax near 'ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.' at line 1 at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 475., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Build.html [Thu Jan 13 16:19:51 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4rc5/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xad70a30) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( main.id = ObjectCustomFieldValues_1.ObjectId)) JOIN CustomFields CustomFields_2 ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%problem%')) ' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 489., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Build.html [Thu Jan 13 16:19:51 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4rc5/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: You have an error in your SQL syntax near 'ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.' at line 1 at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 475., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Build.html [Thu Jan 13 16:19:51 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4rc5/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xad70a30) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( main.id = ObjectCustomFieldValues_1.ObjectId)) JOIN CustomFields CustomFields_2 ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%problem%')) ' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 489., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Build.html [Thu Jan 13 16:19:51 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4rc5/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: You have an error in your SQL syntax near 'ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.' at line 1 at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 475., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Build.html [Thu Jan 13 16:19:51 2005] [error] [client 130.132.101.242] FastCGI: server "/opt/rt3.4rc5/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xad70a30) couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( main.id = ObjectCustomFieldValues_1.ObjectId)) JOIN CustomFields CustomFields_2 ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%problem%')) ORDER BY main.id ASC' at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 489., referer: http://fasit-rhel1.its.yale.edu/rt3.4/Search/Build.html From jesse at bestpractical.com Thu Jan 13 16:39:59 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Jan 2005 16:39:59 -0500 Subject: [rt-users] Re: Custom Field Searching broken again? In-Reply-To: <41E6E755.5080108@yale.edu> References: <20050108170004.534884D80BE@diesel.bestpractical.com> <41E6E2B0.7020409@yale.edu> <41E6E755.5080108@yale.edu> Message-ID: <20050113213959.GV24460@bestpractical.com> On Thu, Jan 13, 2005 at 04:25:41PM -0500, David Snyder wrote: > David Snyder wrote: > > >I've just installed 3.4.0rc5 (previously was testing rc2). Is it > >just me, or is custom field searching still not working? > > > >David > > I meant to include this from my apache error log. This was when trying > to search for tickets where a global custom field contains "problem." > Also, I've got SearchBuilder 1.19 What version of mysql are you running? If you run this command from the mysql commandline, what do you get? SELECT COUNT(DISTINCT main.id) FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( main.id = ObjectCustomFieldValues_1.ObjectId)) JOIN CustomFields CustomFields_2 ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%problem%')) -- From mle at Niku.com Thu Jan 13 16:40:28 2005 From: mle at Niku.com (Mai Le) Date: Thu, 13 Jan 2005 13:40:28 -0800 Subject: [rt-users] Illegal value for Status Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C01284D19@RWC-EXCHANGE-VS.Niku.com> I added "waiting_for_response" as an "active" status value under RT_SiteConfig.pm . This choice does show up under the status select option. However, if I choose it, it will say Status: illegal value for Status Do I need to add this choice in the Ticket.pm too ? I thought adding under RT_SiteConfig.pm would be enough I'm running RT 3.4rc3, apache 2.0, modperl2 Thanks Mai Le System Administrator Tel: 650.298.5950 Cell: 510.409.8073 Fax: 650.298.4601 IT Helpdesk: 877-367-6458 (Internal x13123) Niku Corporation The Enterprise Portfolio Management Leader www.niku.com CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: niku_dwm.gif Type: image/gif Size: 874 bytes Desc: niku_dwm.gif URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: marketing_message.gif Type: image/gif Size: 1120 bytes Desc: marketing_message.gif URL: From john.stoffel at taec.toshiba.com Thu Jan 13 16:43:06 2005 From: john.stoffel at taec.toshiba.com (John Stoffel) Date: Thu, 13 Jan 2005 16:43:06 -0500 Subject: [rt-users] ShowNavigation broken in 3.2.2? Message-ID: <16870.60266.597847.801220@jfslinux.taec.toshiba.com> I've got a fresh install of RT 3.2.2 on FedoraCore 3, running httpd 2.0.52-3.1, perl 5.8.5, using mod_perl. Everything works, but I'm having trouble with turning on the 'ShowNavigation' feature in the Element MyRequests (or any of the Elements for that matter). I've copied MyRequests from /var/lib/rt3/share/html/Elements/MyRequests to /var/lib/rt3/local/html/Elements/MyRequests and changed the one line with ShowNavigation from a '0' to a '1'. The main page shows up just fine when I reload it in the browser, but when I click on the link, I get the following: The requested URL /Order=DESC&Query=Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')&Rows=10&OrderBy=Created&Page=2&Format='__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, 'Take/TITLE: ' was not found on this server. The interesting thing is that the Link I clicked on is: http://rt3.taec.toshiba.com/Order=DESC&Query=Owner%20%3D%20%27Nobody%27%20AND%20%28%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27%29&Rows=10&OrderBy=Created&Page=2&Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%20%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2C%20QueueName%2C%20ExtendedStatus%2C%20CreatedRelative%2C%20%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3FAction%3DTake%26amp%3Bid%3D__id__%22%3ETake%3C%2Fa%3E%2FTITLE%3A%26nbsp%3B%27%20 But the link at the top of the MyRequests section seems ot have: http://rt3.taec.toshiba.com/Search/Results.html?Order=DESC&Query=Owner%20%3D%20%27Nobody%27%20AND%20%28%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27%29&OrderBy=Priority So I wonder if the way the Query is put together when the ShowNavigation is turned on is broken somewhere? Could there be an issue with the Elements/TicketList code? my $prev = $m->comp('/Elements/QueryString', Query => $Query, Format => $Format, Rows => $Rows, OrderBy => $OrderBy, Order => $Order, Page => ($Page-1)); So it looks like I need to put in some code to include the PATH to the "/Elements/SearchResults.html?" target, to base the query upon. I see that QueryString is just a filter to encode the arguements, but wouldn't they already be encoded properly, since it's part of the RT generated URLs? I'm going to keep poking at this, I'll probably come upwith a solution about 2 minutes after I send this problem report in... Thanks, John From pku at autotradecenter.com Thu Jan 13 16:49:18 2005 From: pku at autotradecenter.com (Pei Ku) Date: Thu, 13 Jan 2005 13:49:18 -0800 Subject: [rt-users] Create a new Ticket via RT Web Interface - behavior of specifying Cc's Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC8104EE@msmpk02.corp.autc.com> Hi Andy, Thanks for the pointer. I think you pointed me in the right direction; however, I was not clear on one thing: when someone who is not an existing user in RT, I still want RT to create an account for that person (assuming I've granted the proper proper privilege to the appropriate role; e.g., CreateTicket priv to Everyone role). In other words, I still want RT to create a new RT user for the Requestor if the requestor is not a RT user yet; when a RT user specified CC's and AdminCC's, I don't want RT to automatically create accounts for those email addresses that are in the CC/AdminCC lists but are not existing RT users. Anyway, based on the inspiration you provided, I think I've found the right place to hack RT: lib/RT/Ticket_Overlay.pm: # We attempt to load or create each of the people who might have a role for this ticket # _outside_ the transaction, so we don't get into ticket creation races foreach my $type ( "Cc", "AdminCc", "Requestor" ) { next unless ( defined $args{$type} ); foreach my $watcher ( ref( $args{$type} ) ? @{ $args{$type} } : ( $args{$type} ) ) { my $user = RT::User->new($RT::SystemUser); $user->LoadOrCreateByEmail($watcher) if ( $watcher && $watcher !~ /^\d+$/ ); } } I think I just need to take out "Cc" and "AdminCC" from outer-most "foreach" statement. Sounds about right? thanks again. Pei > -----Original Message----- > From: Andy Harrison [mailto:aharrison at gmail.com] > Sent: Thursday, January 13, 2005 12:21 PM > To: Pei Ku > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Create a new Ticket via RT Web Interface - > behavior of specifying Cc's > > > > I want to change the behavior such that RT won't > automatically create RT's accounts for Cc's that are not > existing RT accounts. How do I do that? > > That takes place in the LoadOrCreateByEmail sub in > rt3/lib/RT/User_Overlay.pm. > > There's probably a better way, but you could probably replace the > whole unless ($self->Id) routine with something like: > > unless ($self->Id) { > $RT::Logger->info("User creation ignored for ".$email .": > " .$message); > } > > > -- > Andy Harrison From stevep at sga.org Thu Jan 13 16:52:21 2005 From: stevep at sga.org (Steve Palm) Date: Thu, 13 Jan 2005 15:52:21 -0600 Subject: [rt-users] HomeRefreshInterval Message-ID: <670BDAFB-65AD-11D9-B4D2-003065F3F5C0@sga.org> Is there way to set the HomeRefreshInterval nicely? I tried to invoke RT with http://our.server.name/?HomeRefreshInterval=600 but it didn't work. I don't know where else to put this, or even a place to put it (except overriding and hacking the Refresh element) so it would always be a default. Thanks! ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From david.w.snyder at yale.edu Thu Jan 13 16:57:32 2005 From: david.w.snyder at yale.edu (David Snyder) Date: Thu, 13 Jan 2005 16:57:32 -0500 Subject: [rt-users] Re: Custom Field Searching broken again? In-Reply-To: <20050113213959.GV24460@bestpractical.com> References: <20050108170004.534884D80BE@diesel.bestpractical.com> <41E6E2B0.7020409@yale.edu> <41E6E755.5080108@yale.edu> <20050113213959.GV24460@bestpractical.com> Message-ID: <200A44B0-65AE-11D9-A395-000393D4E768@yale.edu> > On Thu, Jan 13, 2005 at 04:25:41PM -0500, David Snyder wrote: >> David Snyder wrote: >> >>> I've just installed 3.4.0rc5 (previously was testing rc2). Is it >>> just me, or is custom field searching still not working? >>> >>> David >> >> I meant to include this from my apache error log. This was when >> trying >> to search for tickets where a global custom field contains "problem." >> Also, I've got SearchBuilder 1.19 > > What version of mysql are you running? > If you run this command from the mysql commandline, what do you get? > > > SELECT COUNT(DISTINCT main.id) FROM ((Tickets main LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( main.id = > ObjectCustomFieldValues_1.ObjectId)) JOIN CustomFields CustomFields_2 > ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id)) > WHERE > ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND > ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE > '%problem%')) oops--it seems I'm still running the stock redhat mysql-3.23.58-2.3 on this box. I'll upgrade to something that meets the stated system requirements and get back to you. (FWIW that query fails from commandline as well with the same error). Sorry, David From mle at Niku.com Thu Jan 13 17:02:28 2005 From: mle at Niku.com (Mai Le) Date: Thu, 13 Jan 2005 14:02:28 -0800 Subject: [rt-users] HomeRefreshInterval Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C01284D61@RWC-EXCHANGE-VS.Niku.com> On the index.html page, (you probably want to copy index.html to your rt3/local/html and edit it from there) Page to change: index.html Go to: (around line 150) if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } # add in this line to have it default to the refresh every 10mins else { $session{'home_refresh_interval'} = 600; } This will only affect the Main ticket page. It will not update the Search Builder page. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Palm Sent: Thursday, January 13, 2005 1:52 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] HomeRefreshInterval Is there way to set the HomeRefreshInterval nicely? I tried to invoke RT with http://our.server.name/?HomeRefreshInterval=600 but it didn't work. I don't know where else to put this, or even a place to put it (except overriding and hacking the Refresh element) so it would always be a default. Thanks! ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. From steve at ls.berkeley.edu Thu Jan 13 17:31:32 2005 From: steve at ls.berkeley.edu (Steve Sizemore) Date: Thu, 13 Jan 2005 14:31:32 -0800 Subject: [rt-users] mysql.sock moved, and RT can't find it In-Reply-To: <41E6AEF2.1030506@linuxconsultant.biz> References: <20050113065841.GA54401@Math.Berkeley.EDU> <41E69E4D.2000803@net-deposit.net> <20050113065841.GA54401@Math.Berkeley.EDU> <41E6796D.8050400@acronis.com> <20050113171322.GC58400@Math.Berkeley.EDU> <41E6AEF2.1030506@linuxconsultant.biz> Message-ID: <20050113223132.GP58400@Math.Berkeley.EDU> On Thu, 13 Jan 2005, Matt Hempel wrote: > Steve Sizemore wrote: > > >On Thu, Jan 13, 2005 at 04:36:45PM +0300, Ruslan U. Zakirov wrote: > > > > > >>Steve Sizemore wrote: > >> > >> > >>>I have moved the mysql socket from it's default location (/tmp) to > >>>/var/run/mysql, for reasons of security. rt seems to ignore my.cnf, > >>>and continues to look for it in /tmp. I have (temporarily) made it > >>>work again, by using a symbolic link, but I'd really like to figure > >>>out how to tell rt where to find the real socket. > >>> > >>>Any help out there? > >>> > >>>rt-3.2.2 > >>>mysql-4.0.23a > >>>apache-2.0.52 > >>>FreeBSD 4.10 > > Look for mysql.pm in your perl DBD install. There's a variable > "mysql_socket" that appears to be the default ... reset it to the new > path and give RT another shot (remembering to restart apache afterwards). Yes, I did that before I posted my original message. (I also just redid it, to be sure that I didn't miss something the first time.) There is no variable in the perl code with that name. There is something in a C program (dbdimp.c), but it's not clear where it's getting the value, or how I'd go about resetting it. > Alternatively, grep around for the old path in the RT source and the > DBD. That's how I found it on my box: Nope, nothing there. I did narrow it down, though (I think) to /usr/local/rt3/lib/RT/Handle.pm, which is the RT module that sets up the connection to mysql. There's nothing in there that specifies the socket name, though, so I guess that hasn't been added to RT. > [root at support etc]# grep mysql_sock > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/*/* > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/DBD/mysql.pm: > mysql_socket=/dev/mysql That's just from the man page - not real perl code. :-( Still, all this shouldn't really be necessary. If RT (or Perl DBD) would respect /etc/my.cnf, life would be easy. Steve -- Steve Sizemore , (510) 642-8570 Unix System Manager Dept. of Mathematics and College of Letters and Science University of California, Berkeley -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From mle at Niku.com Thu Jan 13 17:50:54 2005 From: mle at Niku.com (Mai Le) Date: Thu, 13 Jan 2005 14:50:54 -0800 Subject: [rt-users] Starting ticket numbering at a given number Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C01284DC5@RWC-EXCHANGE-VS.Niku.com> Anyone knows how to alter the Mysql database to have the ticket number to start at a different number on RT3.4 ? I tried this: alter table Tickets auto_increment=2035; but it does not work. Next AutoIndex number still shows "35". How can I changed it to "2035" ? Thanks CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pku at autotradecenter.com Thu Jan 13 22:33:14 2005 From: pku at autotradecenter.com (Pei Ku) Date: Thu, 13 Jan 2005 19:33:14 -0800 Subject: [rt-users] Create a new Ticket via RT Web Interface - behavior ofspecifying Cc's Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC8104EF@msmpk02.corp.autc.com> I hacked Ticket_Overlay.pm to do the following and it seems to work: Before the loop in which LoadOrCreateByEmail() is called, I added a loop that calls LoadByEmail to check each Cc and AdminCc values; if the value is not an existing email address in the Users table, I set the value in @{$args{$type}} to '' so that when it gets to the LoadOrCreateEmail() loop, those blanked out email addresses won't get created as RT users and won't get added to the Watcher lists for the ticket. If anyone sees something wrong with my hack pls let me know. thanks! Pei diff -C 10 Ticket_Overlay.pm ../../../lib/RT/Ticket_Overlay.pm *** Ticket_Overlay.pm Thu Jan 13 18:42:20 2005 --- ../../../lib/RT/Ticket_Overlay.pm Thu Sep 23 22:21:43 2004 *************** *** 525,582 **** } #If we haven't been handed a valid owner, make it nobody. unless ( defined($Owner) && $Owner->Id ) { $Owner = new RT::User( $self->CurrentUser ); $Owner->Load( $RT::Nobody->Id ); } # }}} - - # {{{ - # hack - # - # Eliminate CCs and AdminCCs that are not existing - # users in RT. - # - foreach my $type ( "Cc", "AdminCc" ) { - - next unless ( defined $args{$type} ); - - # It appears CC and AdminCC are always a ref ( - # even if it's empty or contains only one element). - # So bail out if the data structure is not a ref - # (lazy coding ;-) - # - next unless ( ref( $args{$type} ) ) ; - - for (my $i = 0; $i < scalar( @{$args{$type}} ) ; $i++) { - my $user = RT::User->new($RT::SystemUser); - - $user->LoadByEmail( ${$args{$type}}[$i] ) ; - - if ( ! $user->Id ) { - - push( @non_fatal_errors, - $self->loc("Not adding " . ${$args{$type}}[$i] - . " to Cc watcher list because it is not an existing RT user." ) ); - - ${$args{$type}}[$i] = '' ; - - } - } - } - # end of hack - # }}} - - # We attempt to load or create each of the people who might have a role for this ticket # _outside_ the transaction, so we don't get into ticket creation races foreach my $type ( "Cc", "AdminCc", "Requestor" ) { next unless ( defined $args{$type} ); foreach my $watcher ( ref( $args{$type} ) ? @{ $args{$type} } : ( $args{$type} ) ) { my $user = RT::User->new($RT::SystemUser); $user->LoadOrCreateByEmail($watcher) if ( $watcher && $watcher !~ /^\d+$/ ); --- 525,544 ---- > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Pei Ku > Sent: Thursday, January 13, 2005 1:49 PM > To: Andy Harrison > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Create a new Ticket via RT Web Interface - > behavior ofspecifying Cc's > > > Hi Andy, > > Thanks for the pointer. I think you pointed me in the right > direction; however, I was not clear on one thing: when > someone who is not an existing user in RT, I still want RT to > create an account for that person (assuming I've granted the > proper proper privilege to the appropriate role; e.g., > CreateTicket priv to Everyone role). In other words, I > still want RT to create a new RT user for the Requestor if > the requestor is not a RT user yet; when a RT user specified > CC's and AdminCC's, I don't want RT to automatically create > accounts for those email addresses that are in the CC/AdminCC > lists but are not existing RT users. > > Anyway, based on the inspiration you provided, I think I've > found the right place to hack RT: lib/RT/Ticket_Overlay.pm: > > # We attempt to load or create each of the people who might > have a role for this ticket > # _outside_ the transaction, so we don't get into ticket > creation races > foreach my $type ( "Cc", "AdminCc", "Requestor" ) { > next unless ( defined $args{$type} ); > foreach my $watcher ( > ref( $args{$type} ) ? @{ $args{$type} } : ( > $args{$type} ) ) > { > my $user = RT::User->new($RT::SystemUser); > $user->LoadOrCreateByEmail($watcher) > if ( $watcher && $watcher !~ /^\d+$/ ); > } > } > > > I think I just need to take out "Cc" and "AdminCC" from > outer-most "foreach" statement. Sounds about right? > > thanks again. > > Pei > > > > > -----Original Message----- > > From: Andy Harrison [mailto:aharrison at gmail.com] > > Sent: Thursday, January 13, 2005 12:21 PM > > To: Pei Ku > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Create a new Ticket via RT Web Interface - > > behavior of specifying Cc's > > > > > > > I want to change the behavior such that RT won't > > automatically create RT's accounts for Cc's that are not > > existing RT accounts. How do I do that? > > > > That takes place in the LoadOrCreateByEmail sub in > > rt3/lib/RT/User_Overlay.pm. > > > > There's probably a better way, but you could probably replace the > > whole unless ($self->Id) routine with something like: > > > > unless ($self->Id) { > > $RT::Logger->info("User creation ignored for > ".$email .": > > " .$message); > > } > > > > > > -- > > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From jesse at bestpractical.com Thu Jan 13 23:38:14 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 13 Jan 2005 23:38:14 -0500 Subject: [rt-users] RT 3.4 / Postgres / Search UI performance Message-ID: <20050114043814.GD24460@bestpractical.com> I've spent the evening doing some stress testing / performance work on RT 3.4's search page under postgres. I have a proposed patch, but I really need folks to beat on it to see if it improves things significantly and whether it seems to actually do the right thing. It's attached to this message. If folks see a speed boost without errors, it'll make it into 3.4.0. But this means taht I need sites running postgres (and other databases) to test it out. It's likey that the issue in question only manifests with a large number of queues. === html/Elements/SelectOwner ================================================================== --- html/Elements/SelectOwner (revision 2678) +++ html/Elements/SelectOwner (local) @@ -67,25 +67,19 @@ @objects = keys %{$cfqueues}; } else { - my $Queues = RT::Queues->new($session{CurrentUser}); - $Queues->UnLimit(); - while (my $Queue = $Queues->Next()) { - push( @objects, $Queue ); - } + # Let's check rights on an empty queue object. that will do a search for any queue. + my $queue = RT::Queue->new($session{'CurrentUser'}); + push( @objects, $queue ); } 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()) { + $Users->WhoHaveRight(Right => 'OwnTicket', Object => $object, IncludeSystemRights => 1, IncludeSuperusers => 0); while (my $User = $Users->Next()) { $user_uniq_hash{$User->Id()} = $User; } } - at users = sort { uc($a->Name) cmp uc($b->Name) } values %user_uniq_hash; + at users = sort { uc($a->Name) cmp uc($b->Name) } values %user_uniq_hash; <%ARGS> === lib/RT/Users_Overlay.pm ================================================================== --- lib/RT/Users_Overlay.pm (revision 2678) +++ lib/RT/Users_Overlay.pm (local) @@ -239,6 +239,7 @@ or as members of groups +If passed a queue object, with no id, it will find users who have that right for _any_ queue @@ -246,38 +247,121 @@ sub WhoHaveRight { my $self = shift; - my %args = ( Right => undef, - Object => undef, - IncludeSystemRights => undef, - IncludeSuperusers => undef, - IncludeSubgroupMembers => 1, - @_ ); + my %args = ( + Right => undef, + Object => undef, + IncludeSystemRights => undef, + IncludeSuperusers => undef, + IncludeSubgroupMembers => 1, + @_ + ); - if (defined $args{'ObjectType'} || defined $args{'ObjectId'}) { - $RT::Logger->crit("$self WhoHaveRight called with the Obsolete ObjectId/ObjectType API"); - return(undef); + if ( defined $args{'ObjectType'} || defined $args{'ObjectId'} ) { + $RT::Logger->crit( "$self WhoHaveRight called with the Obsolete ObjectId/ObjectType API"); + return (undef); } - my @privgroups; - my $Groups = RT::Groups->new($RT::SystemUser); - $Groups->WithRight(Right=> $args{'Right'}, - Object => $args{'Object'}, - IncludeSystemRights => $args{'IncludeSystemRights'}, - IncludeSuperusers => $args{'IncludeSuperusers'}); - while (my $Group = $Groups->Next()) { - push @privgroups, $Group->Id(); - } + + # Find only members of groups that have the right. - if (@privgroups) { - $self->WhoBelongToGroups(Groups => \@privgroups, - IncludeSubgroupMembers => $args{'IncludeSubgroupMembers'}); + my $acl = $self->NewAlias('ACL'); + my $groups = $self->NewAlias('Groups'); + my $userprinc = $self->{'princalias'}; + +# The cachedgroupmembers table is used for unrolling group memberships to allow fast lookups +# if we bind to CachedGroupMembers, we'll find all members of groups recursively. +# if we don't we'll find only 'direct' members of the group in question + my $cgm; + + if ( $args{'IncludeSubgroupMembers'} ) { + $cgm = $self->NewAlias('CachedGroupMembers'); } else { - # We don't have any group that matches -- make it impossible. - $self->Limit( FIELD => 'Id', VALUE => 'IS', OPERATOR => 'NULL' ); + $cgm = $self->NewAlias('GroupMembers'); } + +#Tie the users we're returning ($userprinc) to the groups that have rights granted to them ($groupprinc) + $self->Join( + ALIAS1 => $cgm, + FIELD1 => 'MemberId', + ALIAS2 => $userprinc, + FIELD2 => 'id' + ); + + $self->Join( + ALIAS1 => $groups, + FIELD1 => 'id', + ALIAS2 => $cgm, + FIELD2 => 'GroupId' + ); + +# {{{ Find only rows where the right granted is the one we're looking up or _possibly_ superuser + $self->Limit( + ALIAS => $acl, + FIELD => 'RightName', + OPERATOR => ( $args{Right} ? '=' : 'IS NOT' ), + VALUE => $args{Right} || 'NULL', + ENTRYAGGREGATOR => 'OR' + ); + + if ( $args{'IncludeSuperusers'} and $args{'Right'} ) { + $self->Limit( + ALIAS => $acl, + FIELD => 'RightName', + OPERATOR => '=', + VALUE => 'SuperUser', + ENTRYAGGREGATOR => 'OR' + ); + } + + # }}} + + my ( $or_check_ticket_roles, $or_check_roles ); + my $which_object = "$acl.ObjectType = 'RT::System'"; + + if ( defined $args{'Object'} ) { + if ( ref( $args{'Object'} ) eq 'RT::Ticket' ) { + $or_check_ticket_roles = " OR ( $groups.Domain = 'RT::Ticket-Role' AND $groups.Instance = " . $args{'Object'}->Id . ") "; + +# If we're looking at ticket rights, we also want to look at the associated queue rights. +# this is a little bit hacky, but basically, now that we've done the ticket roles magic, +# we load the queue object and ask all the rest of our questions about the queue. + $args{'Object'} = $args{'Object'}->QueueObj; + } + + # TODO XXX This really wants some refactoring + if ( ref( $args{'Object'} ) eq 'RT::Queue' ) { + $or_check_roles = " OR ( ( ($groups.Domain = 'RT::Queue-Role' "; + $or_check_roles .= "AND $groups.Instance = " . $args{'Object'}->id if ( $args{'Object'}->id ); + $or_check_roles .= ") $or_check_ticket_roles ) " . " AND $groups.Type = $acl.PrincipalType) "; + } + if ( $args{'IncludeSystemRights'} ) { + $which_object .= ' OR '; + } + else { + $which_object = ''; + } + $which_object .= " ($acl.ObjectType = '" . ref( $args{'Object'} ) . "'"; + if ( $args{'Object'}->id ) { + $which_object .= " AND $acl.ObjectId = " . $args{'Object'}->id; + } + + $which_object .= ") "; + } + $self->_AddSubClause( "WhichObject", "($which_object)" ); + $self->_AddSubClause( + "WhichGroup", + qq{ ( ( $acl.PrincipalId = $groups.id AND $acl.PrincipalType = 'Group' + AND ( $groups.Domain = 'SystemInternal' OR $groups.Domain = 'UserDefined' OR $groups.Domain = 'ACLEquivalence')) + $or_check_roles) } + ); + # only include regular RT users + $self->LimitToEnabled; + + # no system user + $self->Limit( ALIAS => $userprinc, FIELD => 'id', OPERATOR => '!=', VALUE => $RT::SystemUser->id); + } - # }}} # {{{ WhoBelongToGroups @@ -310,20 +394,14 @@ $cgm = $self->NewAlias('GroupMembers'); } - # {{{ Tie the users we're returning ($userprinc) to the groups that have rights granted to them ($groupprinc) + #Tie the users we're returning ($userprinc) to the groups that have rights granted to them ($groupprinc) $self->Join( ALIAS1 => $cgm, FIELD1 => 'MemberId', ALIAS2 => $userprinc, FIELD2 => 'id' ); - # }}} - # my $and_check_groups = "($cgm.GroupId = NULL"; foreach my $groupid (@{$args{'Groups'}}) { $self->Limit(ALIAS => $cgm, FIELD => 'GroupId', VALUE => $groupid, QUOTEVALUE => 0, ENTRYAGGREGATOR=> 'OR') - #$and_check_groups .= " OR $cgm.GroupId = $groupid"; } - #$and_check_groups .= ")"; - - #$self->_AddSubClause("WhichGroup", $and_check_groups); } # }}} -- From hilton at quarkit.com.au Fri Jan 14 02:17:10 2005 From: hilton at quarkit.com.au (Quark IT - Hilton Travis) Date: Fri, 14 Jan 2005 17:17:10 +1000 Subject: [rt-users] AD Integration Message-ID: <1E400555153D82468A9D54BEED3BD8E90DFAC5@server.QuarkIT.local> Hi All, Laugh as you may (go on, we all need a good laugh from time to time), we run our business here on a Microsoft Windows SBS 2003 box. As many (actually, pretty much all) of our clients are purely Microsoft or MS/Apple shops, this is ideal as it means that we use daily what we sell, recommend, install and support for our clients. Anyway, what would be **really** nice for us is to have RT utilize AD for its client database - all of our client contact details are stored in AD (Exchange 2003) and we don't really relish the thought that if we implement RT here (and it looks REALLY likely) we'll then have 2 totally unrelated client databases that will have the tendency to get out of sync. Anyone done/doing this? My Linux knowledge is getting less and less with each passing day. However some decent pointers will allow me to pester people I know if I start getting lost. :) Hhmmm, I *really* should start playing a bit more with Linux. I'm starting to miss it here - back onto a Win XP desktop myself after nigh on 3 years of a Linux desktop. -- Regards, Hilton Travis Phone: +61 (0)7 3344 3889 (Brisbane, Australia) Phone: +61 (0)419 792 394 Manager, Quark IT http://www.quarkit.com.au Quark AudioVisual http://www.quarkav.net http://www.threatcode.com/ <-- its now time to shame poor coders into writing code that is acceptable for use on today's networks War doesn't determine who is right. War determines who is left. This document and any attachments are for the intended recipient only. It may contain confidential, privileged or copyright material which must not be disclosed or distributed. From matthew.watson at staff.netspace.net.au Fri Jan 14 02:29:53 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Fri, 14 Jan 2005 18:29:53 +1100 Subject: [rt-users] AD Integration Message-ID: <56F211C5E3F24F47B103EA1B253822BE2441A8@vic-cr-ex1.staff.netspace.net.au> We have done this to some extend, not so much with our clients, but certainly with our staff. We get all our staff auth from AD, using a custom apache auth handler and turning on RTs external auth. We also manage all group membership in AD and use a perl script to sync that with RT3's groups, this script also adds new staff (or will very soon) and disables old staff as needed. Probably not exactly what you are after, but you can get at pretty much everything in AD using Net::LDAP, although it is a little slow, I'd imagine it wouldn't be a massive chore to either sync the user details with AD, or even to pull it directly from AD when appropriate. Any just to see if we can start a flame war... Stick with XP.. Linux on the desktop is a joke, for a server, its great. :) Regards, Matt. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Quark IT - Hilton Travis > Sent: Friday, January 14, 2005 3:17 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] AD Integration > > Hi All, > > Laugh as you may (go on, we all need a good laugh from time to time), we > run our business here on a Microsoft Windows SBS 2003 box. As many > (actually, pretty much all) of our clients are purely Microsoft or > MS/Apple shops, this is ideal as it means that we use daily what we > sell, recommend, install and support for our clients. > > Anyway, what would be **really** nice for us is to have RT utilize AD > for its client database - all of our client contact details are stored > in AD (Exchange 2003) and we don't really relish the thought that if we > implement RT here (and it looks REALLY likely) we'll then have 2 totally > unrelated client databases that will have the tendency to get out of > sync. > > Anyone done/doing this? My Linux knowledge is getting less and less > with each passing day. However some decent pointers will allow me to > pester people I know if I start getting lost. :) > > Hhmmm, I *really* should start playing a bit more with Linux. I'm > starting to miss it here - back onto a Win XP desktop myself after nigh > on 3 years of a Linux desktop. > > -- > > Regards, This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From jesse at bestpractical.com Fri Jan 14 02:34:29 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Jan 2005 02:34:29 -0500 Subject: [rt-users] ShowNavigation broken in 3.2.2? In-Reply-To: <16870.60266.597847.801220@jfslinux.taec.toshiba.com> References: <16870.60266.597847.801220@jfslinux.taec.toshiba.com> Message-ID: <20050114073429.GR24460@bestpractical.com> On Thu, Jan 13, 2005 at 04:43:06PM -0500, John Stoffel wrote: > > > I've got a fresh install of RT 3.2.2 on FedoraCore 3, running httpd > 2.0.52-3.1, perl 5.8.5, using mod_perl. Everything works, but I'm > having trouble with turning on the 'ShowNavigation' feature in the > Element MyRequests (or any of the Elements for that matter). ShowNavigation is only designed for the main search page. It's not supposed to work from embedded searches. Jesse From tomisilori at yahoo.co.uk Fri Jan 14 02:44:28 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Fri, 14 Jan 2005 07:44:28 +0000 (GMT) Subject: [rt-users] Re: Custom Fields In-Reply-To: <20050114033620.F22F14D80B6@diesel.bestpractical.com> Message-ID: <20050114074428.34612.qmail@web26601.mail.ukl.yahoo.com> Thanks all. I'm trying to create an escalation email so that when a mail is not resolved within 2 hours an email with this template is sent to a particular group: I used this template: Template: UnattendedTickets Subject: {$Ticket->id} has been unresolved for the past 2 hours! RT-Send-Cc: customercare at company.com, admin at company.com The ticket {$Ticket->id} has been unresolved for the past 2hours. The Head of engineering has been informed about this. Kindly take action immediately. and i created this cronjob: 30 * * * * /opt/rt3/bin/rt-crontool --Search RT::Search::FromSQL --Search-arg "status != 'resolved' and created = '2 hours ago' " --RT::Action::RecordCorrespondence --template 'UnattendedTickets' However, I don't know how to create a custom field or something that would send mails to a particular group once a ticket has not been resolved in 2hours. Thanks all. --------------------------------- 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 tomisilori at yahoo.co.uk Fri Jan 14 03:34:05 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Fri, 14 Jan 2005 08:34:05 +0000 (GMT) Subject: [rt-users] Re: RT Error log In-Reply-To: <20050114033620.F22F14D80B6@diesel.bestpractical.com> Message-ID: <20050114083405.54551.qmail@web26605.mail.ukl.yahoo.com> Hi everyone, Please, can anyone help me decode this error log? I really don't know what's happening? [Fri Jan 14 08:17:13 2005] [crit]: Could not send mail. (/opt/rt3/lib/RT/Action/SendEmail.pm:294)[Fri Jan 14 08:17:13 2005] [info]: RT::Scrip=HASH(0x913ffc4): Couldn't commit Notify Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:353) [Fri Jan 14 08:17:22 2005] [crit]: Could not send mail. (/opt/rt3/lib/RT/Action/SendEmail.pm:294) [Fri Jan 14 08:17:22 2005] [info]: RT::Scrip=HASH(0x977ca00): Couldn't commit Notify Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:353) [Fri Jan 14 08:17:22 2005] [info]: #14/221 - Scrip 43 Resolve (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Fri Jan 14 08:17:22 2005] [crit]: Could not send mail. (/opt/rt3/lib/RT/Action/SendEmail.pm:294) [Fri Jan 14 08:17:22 2005] [info]: RT::Scrip=HASH(0x96156ac): Couldn't commit Notify Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:353) --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben.butler at c2internet.net Fri Jan 14 04:34:54 2005 From: ben.butler at c2internet.net (Ben Butler) Date: Fri, 14 Jan 2005 09:34:54 -0000 Subject: [rt-users] RT3 - Creation of new user for email. Message-ID: Hi, Thanks, worked a treat. Ben -----Original Message----- From: Roland, Ryan M [mailto:rmroland at indiana.edu] Sent: 13 January 2005 19:43 To: Andy Harrison; Ben Butler Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT3 - Creation of new user for email. Under: Configuration->Queues-> -<& /Ticket/SelectRequestor, Name => "Requestors", NobodyName => "Nobody", OptionValue => "Id" &> + -------------- next part -------------- A non-text attachment was scrubbed... Name: SelectRequestor Type: application/octet-stream Size: 618 bytes Desc: not available URL: From berking at web.de Fri Jan 14 10:36:55 2005 From: berking at web.de (Axel Berking) Date: Fri, 14 Jan 2005 16:36:55 +0100 (CET) Subject: [rt-users] Checking Mail-adress from incoming mails Message-ID: <38309.213.70.107.34.1105717015.squirrel@213.70.107.34> Hello, i've got a little problem and i did not find a right answer to this. I want to do the following: If an email arrives the scrip reads out the mail adress and checks if one user has the this email adress in rt. If this is true the rest of the scrip starts. -> incoming mail -> read mail adress from incoming mail -> check if the mail adress has a valid user -> execute the rest of the scrip Has anyone a little snipplet for me how to do this :-) Thanks in advance Axel Berking From kmoran at servecentric.com Fri Jan 14 11:23:21 2005 From: kmoran at servecentric.com (Kevin Moran) Date: Fri, 14 Jan 2005 16:23:21 -0000 Subject: [rt-users] Tickets not showing in queues Message-ID: Hi all, I have had rt3.2.2 working fine for a couple of months now but last week I had a disk failure and this took down my RT system. When I got it up and running again I found that tickets were not showing in the queues. The tickets are showing on the front page but when I click on the queues on the right it says it found a number of tickets but it doesn't show them. When I click on update multiple tickets all tickets show in the queue. It is very strange. I have a test system running rt3.2.1. I brought the db over to this system and there hasn't been an issue with the queues. Has anyone else had this issue? Or does anyone know how to fix it? Regards, Kevin This e-mail contains confidential information or information belonging to Servecentric Ltd and is intended solely for the addressee(s). The unauthorized disclosure, use, dissemination or copy (either in whole or in part) of this e-mail, or any information it contains, is prohibited. Any views or opinions presented are solely those of the author and do not necessarily represent those of Servecentric Ltd. E-mails are susceptible to alteration and their integrity cannot be guaranteed. Servecentric shall not be liable for the contents of this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and of the email's deletion. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SThomson at uua.org Fri Jan 14 11:33:49 2005 From: SThomson at uua.org (Scott Thomson) Date: Fri, 14 Jan 2005 11:33:49 -0500 Subject: [rt-users] Date Formats Message-ID: Hey Folks, I know for most people the or yy/mm/dd date format makes perfect sense, but I'm wondering if there is a way to add some text to the right of the date fields to remind folks what format they should be using when updating the date fields, or to reduce clutter a ? mark linked to an date format popup tutorial could be placed next to the field. Is this already in the works or part of versions higher than 3.2.0? We're currently on RT 3.2.0 on RHEL. Scott ------------------------------------------------------------------------ - Scott Thomson Unitarian Universalist Association Information Technology Services - Helpdesk 25 Beacon Street Boston, MA 02108 617-948-6109 Fax-617-725-8886 sthomson at uua.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Fri Jan 14 12:05:30 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Fri, 14 Jan 2005 17:05:30 +0000 (GMT) Subject: [rt-users] Re: Duplicate Emails to requestors and AdminCCs In-Reply-To: <20050114155557.713444D80E5@diesel.bestpractical.com> Message-ID: <20050114170530.58297.qmail@web26606.mail.ukl.yahoo.com> Thanks all for the previous postings. Please, rt keeps sending duplicate mails to requestors and owners when it runs any scrip pertaining to them. pls, can anyone help? --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From john at trdlnk.com Fri Jan 14 12:37:02 2005 From: john at trdlnk.com (John Giles) Date: Fri, 14 Jan 2005 11:37:02 -0600 Subject: [rt-users] Date Formats In-Reply-To: References: Message-ID: I just added this to my ../rt3/Search/Elements/PickBasics file: <& /Elements/SelectDateType, Name=>"DateField" &> <& /Elements/SelectDateRelation, Name=>"DateOp" &> <& /Elements/SelectDate, Name => "ValueOfDate", ShowTime => 0, Default => '' &> %# %# Added this line
ex: yyyy-mm-dd %# % } elsif ($field eq "Links") { <& SelectLinks, Name=>"LinksField" &> 		<&|/l&>Location:
<& /Elements/SelectCustomFieldValue, CustomField => 'Location', ShowNullOption => \ 0 &> 		<& /Elements/MyTickets &>
<& /Elements/MyUpdates &>
<& /Elements/MyRequests &>
<& /Elements/QuickCreate &> 		Hope that helps! /Mike Pei Ku wrote: > Hi, > > My group is using RT to keep track of requests created by internal users (ie, employees of my company). Typical life cycle of a ticket in my group's queue involves several rounds of correspondences between the Requestor and Owner of the Ticket. Normally, a owner may have half a dozen unresolved tickets in the queue, many of them waiting for Replies from the Requestors in order to determine and take the next appropriate action. > > I would like to find a way to highlight those tickets that have received an updated Correspondence on an existing unresolved ticket from the Requestor. Several possiblilities come to mind: > > #1 (kinda weak) - I believe the "Told" timestamp is the last time a Reply has been sent to the Requestor; "LastUpdated" timestamp is the last time when the most recent Reply (or Comment?) by anyone. Maybe I can do something by comparing these two values... > > #2 - create some sort of On Correspondence scrip where it would set (perhaps) a Custom Field to one of two values, depending on the writer is a member of the queue manager ... > > anyway, these are vague ideas. Just wondering if anyone has got a solution already :-) From aharrison at gmail.com Wed Jan 19 14:40:53 2005 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 19 Jan 2005 14:40:53 -0500 Subject: [rt-users] RT Wiki: How to remove spam correctly Message-ID: To fix a spammed page, *DO NOT* edit the contents of the wiki page. I'm noticing folks are just editing the text and deleting the spam portions, then saving the page. Keep in mind that the spammers are often destroying some of the existing content of wiki pages. Simply wiping out the spam does not restore any of the deleted content. Instead, click "Revisions" and cycle through "Previous" revisions until you find the last good version without spam. Click Edit. Click Save. Done. If the spamming bastards have put content in that lobotomizes kwiki when it tries to display it, you need to construct your links manually. As Jesse previously instructed: http://wiki.bestpractical.com/index.cgi?page_name=HomePage&action=revisions&revision_id=-1 Give it the appropriate page_name. The -1 is the last revision before the current version, but you can also specify -2 to go the one before that since the previous version is often spammed as well. After you construct the link and find the last good revision, do the same thing. Edit. Save. Done. -- Andy Harrison From Rich.West at wesmo.com Wed Jan 19 14:51:57 2005 From: Rich.West at wesmo.com (Rich West) Date: Wed, 19 Jan 2005 14:51:57 -0500 Subject: [rt-users] RT 3.2.2 very slow In-Reply-To: <1106094024.81813.15.camel@newton.aipo.gov.au> References: <20050118142432.2E5E84D80D4@diesel.bestpractical.com> <49902.10.5.12.184.1106081917.squirrel@10.5.12.184> <41ED9732.4020503@uclink.berkeley.edu> <1106094024.81813.15.camel@newton.aipo.gov.au> Message-ID: <41EEBA5D.7020305@wesmo.com> I would have to echo Carl Makin's input that more memory and better disks would provide a greater benefit than a processor increase. >>So I'm assuing that it's the underpowered hardware: (dual P3-700's 512MB >>RAM 5400 RPM IDE drive) >>Current Build: FreeBSD 4.11 (originally 4.8) / RT 3.2.2 / Perl 5.8.4 / >>Apache 1.33 Modssl 2.8.22 / Mod_Perl >>1.29 / Sendmail 8.13.1/ >> >> >>I'm getting a new Dell PowerEdge (P4 3.2Ghz, 4 GB Ram, 10K RPM SCSI) >>soon :-) . >> >> > >I think the memory and faster scsi disk will help more than the faster >processor. > I think that the biggest hit your are experiencing is due to the fact that you are running on a 5400 RPM IDE drive. A 5400 RPM drive is horrifically slow. In fact, 5400RPM drives were what used to hold back the idea of companies adopting anything IDE based (going back about 8 years or so).. Their seek time is awful, the speed is pitiful, and the overall performance is completely dogged. I'd personally chuck that drive and pick up an Ultra ATA 7200RPM drive wth 8MB cache (you can get them cheap now-a-days, especially with a rebate). You will notice, from a user perspective, the difference between a 5400RPM drive and a 7200RPM drive. If you did that, I think you would be pleased with the performance difference. :) Memory would help, too, but 512MB for the size of the environment you are running on, is probably fine.. it's closer to the lower end of the memory scale, but it should be ok. You'd see a performance boost if you went to 786 or 1024, but not as big of a boost as you would see by upgrading the drive. And, finally, I have personally seen a large boost in performance by running under mod_fastcgi with 3 or 5 instances running vs mod_perl in the three locations that I have either installed, maintained, or (in one instance) consulted on. -Rich From aharrison at gmail.com Wed Jan 19 15:00:49 2005 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 19 Jan 2005 15:00:49 -0500 Subject: [rt-users] all users too much permissions In-Reply-To: <41EE9E89.1060706@n2sw.com> References: <41EE9E89.1060706@n2sw.com> Message-ID: On Wed, 19 Jan 2005 12:53:13 -0500, steve wrote: > hi all > > how can i set it so that all users (unless specified otherwise) can not > see tickets that they do not own, currently when they log on they can > see "10highest priority tickets that i own" and also "10 newest unowned > tickets..." i would like to take away that second one. You would have to disable any global options for SeeTicket (et al) and configure it per-queue. > one more thing > > is there any way i can remove the "Quick Search" list from the right > hand side for all users except admins? See above... It would make more sense to just remove any global options for SeeQueue than to bother customizing that form. -- Andy Harrison From aharrison at gmail.com Wed Jan 19 15:02:57 2005 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 19 Jan 2005 15:02:57 -0500 Subject: [rt-users] i get it!!! can't email self in cc list In-Reply-To: <1106134262.7282.149.camel@localhost.localdomain> References: <1106134262.7282.149.camel@localhost.localdomain> Message-ID: > i was testing the email sending by trying to email myself in a cc list. > > but it looks from the code like this email address will be removed from > the sending list. Unless you change the NotifyActor setting in your RT_SiteConfig... -- Andy Harrison From mjoseff at yellowbrix.com Wed Jan 19 14:54:48 2005 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Wed, 19 Jan 2005 14:54:48 -0500 (EST) Subject: [rt-users] rt-remind help In-Reply-To: <20050119162848.6534.qmail@web26610.mail.ukl.yahoo.com> References: <20050119162848.6534.qmail@web26610.mail.ukl.yahoo.com> Message-ID: Here's what we've done for reminders: edit the remind script to run on "foo" queue set up a cron to run every morning. For escalation: You want to do something like this: * * * * * /opt/rt3/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --s earch-arg support --condition RT::Condition::UntouchedInMinutes --condition-arg 1,24 --action RT::Action::SetPriority --action-arg 10 On Wed, 19 Jan 2005, Oluwatomisin Ilori wrote: } } }Hi everyone, } }I want to thank u all for the previous postings. Please, I'm currently running rt 3.0.11, perl 5.8.3, apache webserver with mod_perl on redhat linux. I'm very new to RT and perl and I really don't know how to go about certain things at present. } }Please, I've been working on sending escalation email works. Please, how can I use the rt-remind script? I've downloaded rt-remind but it's a text file. Am I meant to create a module from the script. Can someone give me the parameters for running the cronjob to use rt-remind? } }Please, I would be very grateful for any assistance. } }Thanks. } }All. } } }--------------------------------- } ALL-NEW Yahoo! Messenger - all new features - even more fun! -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From aharrison at gmail.com Wed Jan 19 15:12:37 2005 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 19 Jan 2005 15:12:37 -0500 Subject: [rt-users] Getting the total record count In-Reply-To: <1106117682.3662.11.camel@rickm.local> References: <1106117682.3662.11.camel@rickm.local> Message-ID: On Wed, 19 Jan 2005 17:54:42 +1100, Rick Measham wrote: > On the Summary (Home) page, I've changed the MyRequests to show the ten > OLDEST unowned requests, as these need to be dealt with first. > > However this has now led to the predictable question: How do we know how > many there are altogether? > > I know the users can click the title of the area to get a full list of > open tickets, but I'd prefer to put it in the title. Is there a quick > way to get the total? Clicking on the "10 newest unowned tickets..." link isn't showing you a list of open tickets, it's showing you a list of unowned New or Open tickets. Keep it simple. While it's not all that difficult to produce a count, it's a bad idea because it's going to have to run the whole query every single time the home page is displayed. -- Andy Harrison From tomisilori at yahoo.co.uk Wed Jan 19 15:16:06 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 19 Jan 2005 20:16:06 +0000 (GMT) Subject: [rt-users] rt-remind help In-Reply-To: Message-ID: <20050119201606.8565.qmail@web26603.mail.ukl.yahoo.com> Thanks matthew for the response. I understand the cronjob now but the problem i have with rt-remind is how to run it from rt and use it in a cronjob and what parameters would i pass to it. Thanks again --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkikpole at cairodurham.org Wed Jan 19 15:20:15 2005 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 19 Jan 2005 15:20:15 -0500 (EST) Subject: [rt-users] Command line? Message-ID: <50798.10.1.13.228.1106166015.squirrel@10.1.13.228> Should this have worked? zeus:jkikpole>/usr/local/rt-3.2.2/bin/rt show -t ticket -f id,subject,status 1 Password: rt: Server error: Not Found (404) zeus:jkikpole> What password is it prompting for? I've tried my Unix account's password and the MySQL user's password. Same results for either. Thanks in advance, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From mjoseff at yellowbrix.com Wed Jan 19 15:26:56 2005 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Wed, 19 Jan 2005 15:26:56 -0500 (EST) Subject: [rt-users] rt-remind help In-Reply-To: <20050119201606.8565.qmail@web26603.mail.ukl.yahoo.com> References: <20050119201606.8565.qmail@web26603.mail.ukl.yahoo.com> Message-ID: You'll have to edit the script. Check for: Nobody root my($queuename) my($from) my($sendmail) $msg .= "Subject: and make the neccessary changes. Then just add to cron something like: 40 7 * * 1-5 root /opt/rt3/bin/remind-devtasks.pl -A > /dev/null 2>&1 On Wed, 19 Jan 2005, Oluwatomisin Ilori wrote: }Thanks matthew for the response. I understand the cronjob now but the problem i have with rt-remind is how to run it from rt and use it in a cronjob and what parameters would i pass to it. }Thanks again } } }--------------------------------- } ALL-NEW Yahoo! Messenger - all new features - even more fun! -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From tomisilori at yahoo.co.uk Wed Jan 19 15:24:18 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 19 Jan 2005 20:24:18 +0000 (GMT) Subject: [rt-users] rt-remind help In-Reply-To: Message-ID: <20050119202418.62494.qmail@web26610.mail.ukl.yahoo.com> Thanks matthew. I would do that now. can i install rt-remind in rt/lib or where should i install it and am I to copy the rt-remind text file alone or should i save it with a perl file extension. thanks so much. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From mjoseff at yellowbrix.com Wed Jan 19 15:39:27 2005 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Wed, 19 Jan 2005 15:39:27 -0500 (EST) Subject: [rt-users] rt-remind help In-Reply-To: <20050119202418.62494.qmail@web26610.mail.ukl.yahoo.com> References: <20050119202418.62494.qmail@web26610.mail.ukl.yahoo.com> Message-ID: We've got it installed in $RTDIR/bin On Wed, 19 Jan 2005, Oluwatomisin Ilori wrote: }Thanks matthew. I would do that now. can i install rt-remind in rt/lib or where should i install it and am I to copy the rt-remind text file alone or should i save it with a perl file extension. thanks so much. } } } }--------------------------------- } ALL-NEW Yahoo! Messenger - all new features - even more fun! -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From mikep at uclink.berkeley.edu Wed Jan 19 16:33:31 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Wed, 19 Jan 2005 13:33:31 -0800 Subject: [rt-users] rt-remind help In-Reply-To: <20050119162848.6534.qmail@web26610.mail.ukl.yahoo.com> References: <20050119162848.6534.qmail@web26610.mail.ukl.yahoo.com> Message-ID: <41EED22B.1040901@uclink.berkeley.edu> Oluwatomisin, Take a look at the instructions here: http://wiki.bestpractical.com/index.cgi?UseRtReminder 1) You put a copy of rt-remind.pm in your /yourRTinstalldir/lib/RT directory, for me it's in /usr/local/rt3/lib/RT (Yes it really needs to be in the lib/RT directory). 2) Then you edit the configuration parameters on the file (what email addresses, etc..). When I first tried it, it didn't work. So I typed "which sendmail" and saw that my FreeBSD 4.11 sendmail is /usr/sbin/sendmail so I changed rt-remind.pm to match my setup: # Path to sendmail and flags #my($sendmail) = "/usr/lib/sendmail -t"; my($sendmail) = "/usr/sbin/sendmail -t"; 3) You need to make the file executable (e.g. chmod 755 rt-remind.pm). 4) You'll want to manually test it before setting up a cron job. With no flags it only shows high priority tickets, with -A flag it shows all new,open,stalled tickets. When I first tested (w/o reading all of the instructions) I just tried ./rt-remind.pm without flags and I didn't get any emails (because I don't typically use ticket priorities). To test, cd to /yourRTinstalldir/lib/RT and type ./rt-remind.pm -A 5) Edit your crontabs if you want to happen automatically (e.g. crontab -e). My crontab entry sends a reminder once a week: 0 6 * * 1 /usr/local/rt3/lib/RT/rt-remind.pm -A Good luck, Mike From tomisilori at yahoo.co.uk Wed Jan 19 16:49:07 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 19 Jan 2005 21:49:07 +0000 (GMT) Subject: [rt-users] rt-remind help In-Reply-To: <41EED22B.1040901@uclink.berkeley.edu> Message-ID: <20050119214907.68229.qmail@web26604.mail.ukl.yahoo.com> Thanks so much Mike for the detailed information. I seem to grab the gist now. I didn't know how to go about it at first. Would try that out now. Thanks once again. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Wed Jan 19 16:49:47 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 19 Jan 2005 21:49:47 +0000 (GMT) Subject: [rt-users] rt-remind help In-Reply-To: <41EED22B.1040901@uclink.berkeley.edu> Message-ID: <20050119214947.29197.qmail@web26603.mail.ukl.yahoo.com> Thanks so much Mike for the detailed information. I seem to grab the gist now. I didn't know how to go about it at first. Would try that out now. Thanks once again everyone for the contributions. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickm at 3d3.com Wed Jan 19 18:11:47 2005 From: rickm at 3d3.com (Rick Measham) Date: Thu, 20 Jan 2005 10:11:47 +1100 Subject: [rt-users] Getting the total record count In-Reply-To: References: <1106117682.3662.11.camel@rickm.local> Message-ID: <1106176307.3662.14.camel@rickm.local> > On Wed, 19 Jan 2005 17:54:42 +1100, Rick Measham wrote: > > On the Summary (Home) page, I've changed the MyRequests to show the ten > > OLDEST unowned requests, as these need to be dealt with first. > > > > However this has now led to the predictable question: How do we know how > > many there are altogether? > > > > I know the users can click the title of the area to get a full list of > > open tickets, but I'd prefer to put it in the title. Is there a quick > > way to get the total? > > On Thu, 2005-01-20 at 07:12, Andy Harrison replied: > Clicking on the "10 newest unowned tickets..." link isn't showing you > a list of open tickets, it's showing you a list of unowned New or Open > tickets. Sorry .. my bad .. I knew what it was showing, just wrut the wrong thing! > Keep it simple. While it's not all that difficult to produce a count, > it's a bad idea because it's going to have to run the whole query > every single time the home page is displayed. Yeah .. but I wasn't sure if the final query was run with a limit or if it only returned the requested number and the total number was available somewhere else. -------------- 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 sheeri.kritzer at tufts.edu Wed Jan 19 16:59:12 2005 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Wed, 19 Jan 2005 16:59:12 -0500 Subject: [rt-users] all users too much permissions In-Reply-To: References: <41EE9E89.1060706@n2sw.com> Message-ID: <1106171952.41eed83007b9f@webmail.tufts.edu> Steve, I'm not sure why RT changed that in 3.2.2, it used to be that the bottom one was "top 10 tickets I requested". We've actually changed that back for our group -- top 10 unowned tickets would be great for our manager, but even then, many groups use RT. copy $rtdir/share/html/Elements/MyRequests to $rtdir/local/html/Elements/MyRequests and then make the following changes: On or about line 47, change: title => loc("[_1] newest unowned tickets", $rows), to title => loc("[_1] highest priority tickets I requested...", $rows), On or about line 50, change Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, '".loc('Take')."/TITLE: ' ", to Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', Priority, QueueName, ExtendedStatus, OwnerName ", (Make SURE that's all one line) and on or about line 62, change my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; to my $Query = "Requestor = '".$session{'CurrentUser'}->EmailAddress."' AND ( Status = 'new' OR Status = 'open' )"; On or about line 52, we changed the sort order to be by priority by changing: OrderBy => 'Created', to OrderBy => 'Priority', I hope this is useful. Be sure to make the changes in the local directory. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting Andy Harrison : > On Wed, 19 Jan 2005 12:53:13 -0500, steve wrote: > > hi all > > > > how can i set it so that all users (unless specified otherwise) can not > > see tickets that they do not own, currently when they log on they can > > see "10highest priority tickets that i own" and also "10 newest unowned > > tickets..." i would like to take away that second one. > > You would have to disable any global options for SeeTicket (et al) and > configure it per-queue. > > > one more thing > > > > is there any way i can remove the "Quick Search" list from the right > > hand side for all users except admins? > > See above... It would make more sense to just remove any global > options for SeeQueue than to bother customizing that form. > > -- > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > 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 Wed Jan 19 18:52:18 2005 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 19 Jan 2005 18:52:18 -0500 Subject: [rt-users] all users too much permissions In-Reply-To: <1106171952.41eed83007b9f@webmail.tufts.edu> References: <41EE9E89.1060706@n2sw.com> <1106171952.41eed83007b9f@webmail.tufts.edu> Message-ID: On Wed, 19 Jan 2005 16:59:12 -0500, Sheeri Kritzer wrote: > Steve, > > I'm not sure why RT changed that in 3.2.2, it used to be that the bottom one was > "top 10 tickets I requested". We've actually changed that back for our group -- > top 10 unowned tickets would be great for our manager, but even then, many > groups use RT. > Just create different ones and add them to the index.html form, you don't need to sacrifice any. Here's my way of doing different ones for different departments. % # create an empty group obj % # % my $GroupObj = RT::Group->new( $session{ 'CurrentUser' } ); % # % # Load the current user into a principal obj for group check % # % my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); % $PrincipalObj->Load( $session{ 'CurrentUser' }->id ); % # % # Load the group for which you want to check membership % # % $GroupObj->LoadUserDefinedGroup( 'Network' ); % my $HasMemberNetwork = $GroupObj->HasMemberRecursively( $PrincipalObj ); % # % # and again with a different var for the results % # % $GroupObj->LoadUserDefinedGroup( 'Sysops' ); % my $HasMemberSysops = $GroupObj->HasMemberRecursively( $PrincipalObj ); % # % # Don't bother displaying the regular MyRequests for these folks % # % unless ( $HasMemberNetwork or $HasMemberSysops ) { <& /Elements/MyRequests &>
% } % # % # Display the custom ones based on the results of the group check % # % if ( $HasMemberNetwork ) { <& /Elements/NetworkRequests &> % } % if ( $HasMemberSysops ) { <& /Elements/SysopsEMORequests &> <& /Elements/SysopsTasksRequests &> % } -- Andy Harrison From aharrison at gmail.com Wed Jan 19 19:21:43 2005 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 19 Jan 2005 19:21:43 -0500 Subject: [rt-users] Command line? In-Reply-To: <50798.10.1.13.228.1106166015.squirrel@10.1.13.228> References: <50798.10.1.13.228.1106166015.squirrel@10.1.13.228> Message-ID: On Wed, 19 Jan 2005 15:20:15 -0500 (EST), Jaime Kikpole wrote: > Should this have worked? > > zeus:jkikpole>/usr/local/rt-3.2.2/bin/rt show -t ticket -f id,subject,status 1 > Password: > rt: Server error: Not Found (404) > zeus:jkikpole> > > What password is it prompting for? I've tried my Unix account's password > and the MySQL user's password. Same results for either. Your RT userid and password. See the wiki for more info. -- Andy Harrison From rtusers at laubenheimer.net Wed Jan 19 19:36:56 2005 From: rtusers at laubenheimer.net (rtusers at laubenheimer.net) Date: Wed, 19 Jan 2005 16:36:56 -0800 (PST) Subject: [rt-users] Ending multiple RT accounts per user created by email tickets Message-ID: <8062.207.171.167.101.1106181416.spork@webmail.laubenheimer.net> Greetings, I have a bit of a problem with my (inherited) RT installation, and I don't think even upgrading it to 3.2.2 from 3.0.10 will help it, from the look of the various modules that control email ticket creation. If I have a user whose uid is "foo", they have 3 legal company email addresses: the main one, the corporate subdomain, and the one at our parent company, like so: uid=foo email-1=foo at bar.com email-2=foo at corp.bar.com email-3=foo at baz.com Email RT tickets can be spawned from any one of the three email addresses, depending on what mail client/mailbox they're in at the moment, plus the user can have a web account with RT as well. What ends up happening with this is that some users have *4* separate RT accounts: "foo", "foo at bar.com", "foo at corp.bar.com", and "foo at baz.com" I want them to have the one "foo" account as the requester instead, regardless of where the ticket is launched from. I have tried configuring the "CanonicalizeEmailAddress" parameters (...Match=corp.bar.com|baz.com, ...Replace=bar.com), and that had no effect. I have found no other configuration parameters that affect this. We do have LDAP running on our network, so the application could look up the user name to see if they were real, and then assign the LDAP canonical email address, but that wouldn't cross reference the other addresses, only the user name portion. Is there any tidy way to tell the thing to: a) whack off the stuff after the "@", b) use the remaining username as the account requester, and c) assign that requester the address listed in LDAP? Any accounts that did not exist already would be created using just the username and the LDAP email. Thus one person, lots of email addresses, one RT account. I could go digging into the modules and hacking them up until I had a heavily customized, and not upgradable, version, but that is not my preferred route. It's bad enough that I may have to hand abuse the database to get rid of the cruft accounts. Is there a simple, clean way to get around this? Or even a known hack that has been tested elsewhere? ljl From jkikpole at cairodurham.org Wed Jan 19 20:18:17 2005 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 19 Jan 2005 20:18:17 -0500 Subject: [rt-users] Command line? In-Reply-To: References: <50798.10.1.13.228.1106166015.squirrel@10.1.13.228> Message-ID: <2A089B6A-6A81-11D9-A333-000A95C01924@cairodurham.org> On Jan 19, 2005, at 7:21 PM, Andy Harrison wrote: > Your RT userid and password. See the wiki for more info. I did. The shell's user's username is "jkikpole". One of the passwords that I entered is the password for the RT user "jkikpole". It didn't work. Jaime From przemek at cert.pl Thu Jan 20 03:17:34 2005 From: przemek at cert.pl (Przemek Jaroszewski) Date: Thu, 20 Jan 2005 09:17:34 +0100 Subject: [rt-users] Callbacks are too greedy in rt 3.2.2 In-Reply-To: <20050119160707.GK24460@bestpractical.com> References: <41EE79A6.4010303@cert.pl> <20050119160707.GK24460@bestpractical.com> Message-ID: <41EF691E.9070007@cert.pl> Jesse Vincent wrote: > [ Seeing this, I now understand your following mail, but can you give me > a concrete example of when that callback fails? As it was designed, > RTIR 1.2 depends on that callback to do the right thing with ticket > display. ] In our environment, apart from RTIR, we have a queue called "Info" where requests for information rather than incident reports are supposed to be handled. The problem is that if someone sends such request to rtir at ... instead of info at ..., there is no way to move such ticket to the apropriate queue since RTIR interface does not provide the 'Basic' tab. The workaround I described (removing the callback and changing RTIR search result filters to /RTIR/Display.html) fixes this but introduces a number of smaller issues that I'm currently looking into. A good solution would most likely be to just add 'Basic' (possibly a custom one) to RTIR tabs. Regards, Przemek From gt at pearldoc.com Thu Jan 20 04:18:57 2005 From: gt at pearldoc.com (Geert Theys) Date: Thu, 20 Jan 2005 10:18:57 +0100 Subject: [rt-users] email per queue Message-ID: <41EF7781.7000303@pearldoc.com> hello, I can't find anywhere in the documentation howto specify a email address to a queue. Meaning if i send email to queue1 at somehwerec.com it gets in queue 1 and to queue2 at somewhere to queue2 automatically. Friendly greetings, Geert Theys. From hilton at quarkit.com.au Thu Jan 20 04:26:52 2005 From: hilton at quarkit.com.au (Quark IT - Hilton Travis) Date: Thu, 20 Jan 2005 19:26:52 +1000 Subject: [rt-users] Keeping the Microsoft Outlook users happy Message-ID: <1E400555153D82468A9D54BEED3BD8E90DFB6E@server.QuarkIT.local> Hi all, I have a thought. This is rare, so please bear with me. We have a supplier who uses the "Isis" TT system. This can send out emails to let us know there are jobs for us to do, and it lists the time we need to do the job. It doesn't integrate into MS Outlook in any way, which is a shame - its not that hard to do. What would be *really* nice is to have RT send out emails that have the specially crafted URL that you cliek on and have the appointment entered automagically into your Outlook calendar. This would be sooooo nice - save the possibility of mis-typing it and the silliness that ensues. -- Regards, Hilton Travis Phone: +61 (0)7 3344 3889 (Brisbane, Australia) Phone: +61 (0)419 792 394 Manager, Quark IT http://www.quarkit.com.au Quark AudioVisual http://www.quarkav.net http://www.threatcode.com/ <-- its now time to shame poor coders into writing code that is acceptable for use on today's networks War doesn't determine who is right. War determines who is left. This document and any attachments are for the intended recipient only. It may contain confidential, privileged or copyright material which must not be disclosed or distributed. From Ruslan.Zakirov at acronis.com Thu Jan 20 04:30:32 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 20 Jan 2005 12:30:32 +0300 Subject: [rt-users] RE: Undefined subroutine &Scalar::Util::weaken In-Reply-To: <1E3986BC622E2E4FA5A67B6ADC49D7AF025C33@umcal-backup> References: <1E3986BC622E2E4FA5A67B6ADC49D7AF025C33@umcal-backup> Message-ID: <41EF7A38.9030202@acronis.com> Rajesh Menon wrote: > Thanks to Mathew Walker's (lmw94002 at hotmail.com) suggestion, I fixed the > problem. I recompiled mod_perl and apache .. that did the trick!!. It is > working without any problems now. Only mod_perl & apache and that did the trick? Did you upgrade its versions? What system do you have? Was it distro packages before? Give us more info about your distro. This question should be documented on the wiki. > > Raj > > Rajesh Menon > Systems Administrator > 311 Powers Hall > 662-915-3862 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 20 08:06:32 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Jan 2005 08:06:32 -0500 Subject: [rt-users] Keeping the Microsoft Outlook users happy In-Reply-To: <1E400555153D82468A9D54BEED3BD8E90DFB6E@server.QuarkIT.local> References: <1E400555153D82468A9D54BEED3BD8E90DFB6E@server.QuarkIT.local> Message-ID: <20050120130632.GQ24460@bestpractical.com> > What would be *really* nice is to have RT send out emails that have the > specially crafted URL that you cliek on and have the appointment entered > automagically into your Outlook calendar. This would be sooooo nice - > save the possibility of mis-typing it and the silliness that ensues. Got a pointer to a spec for that URL format? > -- > > Regards, > > Hilton Travis Phone: +61 (0)7 3344 3889 > (Brisbane, Australia) Phone: +61 (0)419 792 394 > Manager, Quark IT http://www.quarkit.com.au > Quark AudioVisual http://www.quarkav.net > > http://www.threatcode.com/ <-- its now time to shame poor coders > into writing code that is acceptable for use on today's networks > > War doesn't determine who is right. War determines who is left. > > This document and any attachments are for the intended recipient > only. It may contain confidential, privileged or copyright > material which must not be disclosed or distributed. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 20 08:17:51 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Jan 2005 08:17:51 -0500 Subject: [rt-users] rt3 on freebsd cant create tickets In-Reply-To: <41ED430E.6030905@n2sw.com> References: <41ED3FDD.4030302@n2sw.com> <41ED430E.6030905@n2sw.com> Message-ID: <20050120131750.GT24460@bestpractical.com> > the table Attributes was dropped (dont know why) If you upgraded from 3.0 to 3.2, you might have missed the schema upgrade steps. Jesse > > all i did was recreate the schema and then reimport all the data that i > exported earlier > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 20 08:18:57 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Jan 2005 08:18:57 -0500 Subject: [rt-users] Bad JuJu - Logged into today and found all our ticket's children and depedencies are gone. In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27E25@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27E25@da0shme010.match.corp> Message-ID: <20050120131857.GU24460@bestpractical.com> On Tue, Jan 18, 2005 at 11:11:19AM -0600, Rodney Caston wrote: > Logged into today and found all our ticket's children and depedencies > are gone. Did Hugh remember what he'd been doing at the times in the audit logs? Do your http access logs show what hugh was doing then? Jesse From mjoseff at yellowbrix.com Thu Jan 20 08:26:40 2005 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Thu, 20 Jan 2005 08:26:40 -0500 (EST) Subject: [rt-users] email per queue In-Reply-To: <41EF7781.7000303@pearldoc.com> References: <41EF7781.7000303@pearldoc.com> Message-ID: Um, under "configuration" there's a field for an email address for the queue. Be sure to add it to your aliases file. On Thu, 20 Jan 2005, Geert Theys wrote: }hello, } }I can't find anywhere in the documentation howto specify a email address to a }queue. } }Meaning if i send email to queue1 at somehwerec.com it gets in queue 1 and to }queue2 at somewhere to queue2 automatically. } }Friendly greetings, }Geert Theys. }_______________________________________________ }http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users } }RT Administrator and Developer training is coming to your town soon! (Boston, }San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. } }Be sure to check out the RT Wiki at http://wiki.bestpractical.com } -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From jesse at bestpractical.com Thu Jan 20 08:47:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 20 Jan 2005 08:47:19 -0500 Subject: [rt-users] RT3 - Attachments and more... [ Virus checked by www.virusguard.de ] In-Reply-To: References: Message-ID: <20050120134719.GZ24460@bestpractical.com> On Mon, Jan 17, 2005 at 01:05:58PM +0100, Matthias Fenner wrote: > I have a few problems with your requestracker3 and rt-FAQ-Manager and I think I m at the rigt place to find a solution. > > At first, some version-information > ----------------------------------------------------------------------------------------------------------------------- > System: Linux intranet 2.4.27-1-386 #1 Fri Sep 3 06:24:46 UTC 2004 i686 GNU/Linux > Apache: Apache/1.3.33 (Debian Sarge GNU/Linux) Built: (Nov 18 2004 11:09:51) > Postgres: 7.4.6-4 > php4: 4.3.9-1 > RT3: 3.2.2 > RTFM: 2.0.1 You don't mention whether you're using mod_perl of FastCGI for RT. Both these issues sound like they could be caused by a buggy mod_perl build. > ----------------------------------------------------------------------------------------------------------------------- > > 1.)At first we are impossible to attach files to tickets. > The comment appears twice with no attachment. Just a simple : > "Subject: [NAME of Attachment]" , > is at the end of the comment. > Note : Plaintext attachments (Like .bat files) get directly quoted to the comment - Dont ask me why ! > > 2.)Our secound problem is the RTFM: > I think there is a maximal URL limit which makes it impossible to post FAQs that are longer than 4096 Charakters. > The only workaround was to split the faq into small pieces, which is not optimal. > > And now my questions ... > > How to solve this problems ... and what do you need to know :D ? > > > Thanks in advance > Matthias Fenner > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Thu Jan 20 09:56:39 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 20 Jan 2005 17:56:39 +0300 Subject: [rt-users] email per queue In-Reply-To: <41EF7781.7000303@pearldoc.com> References: <41EF7781.7000303@pearldoc.com> Message-ID: <41EFC6A7.3030907@acronis.com> Geert Theys wrote: > hello, > > I can't find anywhere in the documentation howto specify a email address > to a queue. > > Meaning if i send email to queue1 at somehwerec.com it gets in queue 1 and > to queue2 at somewhere to queue2 automatically. Please, read README file And see in WebUI Configuration->Queues->_your_queue_ And see RT_Config.pm file for default addresses. Best regards. Ruslan. > > Friendly greetings, > Geert Theys. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, 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 sturner at MIT.EDU Thu Jan 20 10:02:49 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 20 Jan 2005 10:02:49 -0500 Subject: [rt-users] Command line? In-Reply-To: <2A089B6A-6A81-11D9-A333-000A95C01924@cairodurham.org> References: <50798.10.1.13.228.1106166015.squirrel@10.1.13.228> Message-ID: <5.2.1.1.2.20050120095248.01ef46f8@po14.mit.edu> At Wednesday 1/19/2005 08:18 PM, Jaime Kikpole wrote: >On Jan 19, 2005, at 7:21 PM, Andy Harrison wrote: >>Your RT userid and password. See the wiki for more info. > > I did. The shell's user's username is "jkikpole". One of the > passwords that I entered is the password for the RT user "jkikpole". >It didn't work. Jaime, The 404 suggests that the rt client did get a response from the server but the uri was not found. Anything in the web server log? You may want to try using the perl debugger to see what uri was sent in the request - then see what happens if you type that into a web browser. Steve From brown_m_k at yahoo.ca Thu Jan 20 10:17:42 2005 From: brown_m_k at yahoo.ca (Michael Brown) Date: Thu, 20 Jan 2005 10:17:42 -0500 Subject: [rt-users] Re: Keeping the Microsoft Outlook users happy In-Reply-To: <20050120130632.GQ24460@bestpractical.com> References: <1E400555153D82468A9D54BEED3BD8E90DFB6E@server.QuarkIT.local> <20050120130632.GQ24460@bestpractical.com> Message-ID: Jesse Vincent wrote: >>What would be *really* nice is to have RT send out emails that have the >>specially crafted URL that you cliek on and have the appointment entered >>automagically into your Outlook calendar. This would be sooooo nice - >>save the possibility of mis-typing it and the silliness that ensues. > > > Got a pointer to a spec for that URL format? Why bother with just Outlook specific? Why not just send a vCal attachment with the e-mail? Outlook supports vCal, as do most other calendaring packages (Palm Desktop, Notes, Mozilla Sunbird, etc...) The more clients... the merrier! /Mike From jreeder at minutemenu.com Thu Jan 20 13:43:14 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Thu, 20 Jan 2005 12:43:14 -0600 Subject: [rt-users] Having multiple users logically linked together by "organization" Message-ID: I'm hoping that someone else out there might have the same requirements as I do and has found a way to satisfy them. I'd like to have things set up such that multiple users can all be logically linked together by their company/organization. In doing so, I'd like all tickets created by one user who is a member of a particular organization to be viewable by all other members of that organization. If that's not clear enough, here is a for-instance: Let's say I have two clients - Client A and Client B. I have 4 users set up in RT: Users bob and john are employees of Client A Users joe and tom are employees of Client B If user bob creates a ticket, I'd like for john to be able to see that ticket when he logs in, but joe and tom cannot. If user joe creates a ticket, tom can see it, but bob and john cannot. I'm positive that there is a way to do this, since I haven't found anything that RT can't do yet. I can think of one way which is writing a scrip that adds all users that have the same organization value as the requestor to the CC list of a ticket and then granting correct permissions to CCs, but that just seems dirty and cumbersome. Thanks a bunch. Jonathan Reeder -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Thu Jan 20 13:52:12 2005 From: rt at chaka.net (Todd Chapman) Date: Thu, 20 Jan 2005 13:52:12 -0500 Subject: [rt-users] Having multiple users logically linked together by "organization" In-Reply-To: References: Message-ID: <20050120185212.GI27116@chaka.net> Configure one queue per organization with proper access rights for a corresponding group. Put the users in the appropriate groups. Done. -Todd On Thu, Jan 20, 2005 at 12:43:14PM -0600, Jonathan Reeder wrote: > I'm hoping that someone else out there might have the same requirements as I > do and has found a way to satisfy them. > > I'd like to have things set up such that multiple users can all be logically > linked together by their company/organization. In doing so, I'd like all > tickets created by one user who is a member of a particular organization to > be viewable by all other members of that organization. > > If that's not clear enough, here is a for-instance: > > Let's say I have two clients - Client A and Client B. I have 4 users set up > in RT: > > Users bob and john are employees of Client A > Users joe and tom are employees of Client B > > If user bob creates a ticket, I'd like for john to be able to see that > ticket when he logs in, but joe and tom cannot. If user joe creates a > ticket, tom can see it, but bob and john cannot. > > I'm positive that there is a way to do this, since I haven't found anything > that RT can't do yet. I can think of one way which is writing a scrip that > adds all users that have the same organization value as the requestor to the > CC list of a ticket and then granting correct permissions to CCs, but that > just seems dirty and cumbersome. > > Thanks a bunch. > > 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 jeffholst at hotmail.com Thu Jan 20 14:27:27 2005 From: jeffholst at hotmail.com (Jeff Holst) Date: Thu, 20 Jan 2005 13:27:27 -0600 Subject: [rt-users] Missing MySQL files??? Message-ID: RT 3.2.2 MySQL 4.1.8 Red Hat Enterprise Linux 3.0 I've setup RT3 and the application seems to run fine ( I can access, login, and use it via the web interface.) When I try to backup my database the backup software complains "Failed to get 3 table files for table: ACL" I've confirmed that my /var/lib/mysql/rt3 directory does only contain ACL.frm and NOT ( ACL.MYI and ACL.MYD ) This is true for all the tables except "sessions" which contains all three files. My question is, have my RT tables been setup incorrectly? Other databases on my system have .frm, .MYI, and .MYD files for every table, but my instance of RT3 does not. What did I screw up? Thanks, -jeff From jalgermissen at topicmapping.com Thu Jan 20 14:06:13 2005 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Thu, 20 Jan 2005 20:06:13 +0100 Subject: [rt-users] Having multiple users logically linked together by "organization" In-Reply-To: References: Message-ID: <41F00125.6040604@topicmapping.com> Jonathan, Jonathan Reeder wrote: > I'm hoping that someone else out there might have the same > requirements as I do and has found a way to satisfy them. yes. create one staff group for *your* staff per client create this: one queue one group put the client employees in the client group and give your staff group and the client group the desired rights on the client's queue. HTH, Jan > > I'd like to have things set up such that multiple users can all be > logically linked together by their company/organization. In doing so, > I'd like all tickets created by one user who is a member of a > particular organization to be viewable by all other members of that > organization. > > If that's not clear enough, here is a for-instance: > > Let's say I have two clients - Client A and Client B. I have 4 users > set up in RT: > > Users bob and john are employees of Client A > Users joe and tom are employees of Client B > > If user bob creates a ticket, I'd like for john to be able to see that > ticket when he logs in, but joe and tom cannot. If user joe creates a > ticket, tom can see it, but bob and john cannot. > > I'm positive that there is a way to do this, since I haven't found > anything that RT can't do yet. I can think of one way which is > writing a scrip that adds all users that have the same organization > value as the requestor to the CC list of a ticket and then granting > correct permissions to CCs, but that just seems dirty and cumbersome. > > Thanks a bunch. > > 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 > -- Jan Algermissen Consultant & Programmer http://jalgermissen.com From rodney.caston at match.com Thu Jan 20 15:34:07 2005 From: rodney.caston at match.com (Rodney Caston) Date: Thu, 20 Jan 2005 14:34:07 -0600 Subject: [rt-users] http://rt::WebBaseURL.not.configured:80 Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF3E410@da0shme010.match.corp> Here's an odd problem, In RT_Config.pm, I have the following line set correctly: Set($WebBaseURL , "http://rt.match.corp:80"); Yet... If I got a ticket, which has child tickets, and click on the links to a child ticket, it pulls up normally. But from that ticket, the links to the parent ticket all reference the following URL: http://rt::WebBaseURL.not.configured:80/Ticket/Display.html?id=1036 (example) So... my question is, other then in the RT_Config.pm, where does this URL get set for configuration... What have I not config'd correction Using RT Version 3.2.2 From aharrison at gmail.com Thu Jan 20 15:38:34 2005 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 20 Jan 2005 15:38:34 -0500 Subject: [rt-users] http://rt::WebBaseURL.not.configured:80 In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF3E410@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF3E410@da0shme010.match.corp> Message-ID: > So... my question is, other then in the RT_Config.pm, where does this > URL get set for configuration... > > What have I not config'd correction > > Using RT Version 3.2.2 > As is indicated at the top of RT_Config.pm, do not make changes to that file. Make your changes in the RT_SiteConfig.pm file. -- Andy Harrison From rodney.caston at match.com Thu Jan 20 16:01:36 2005 From: rodney.caston at match.com (Rodney Caston) Date: Thu, 20 Jan 2005 15:01:36 -0600 Subject: [rt-users] http://rt::WebBaseURL.not.configured:80 Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27E30@da0shme010.match.corp> Ah.. I totally forgot about that... Question tho, when editing a ticket's child tickets, I get the following message: ########## Trying to delete: Base: Target: fsck.com-rt://match.corp/ticket/1031 Type MemberOf ########## What setting is pulling in the fsck.com ... And what should be in that field? -----Original Message----- From: Andy Harrison [mailto:aharrison at gmail.com] Sent: Thursday, January 20, 2005 2:39 PM To: Rodney Caston Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] http://rt::WebBaseURL.not.configured:80 > So... my question is, other then in the RT_Config.pm, where does this > URL get set for configuration... > > What have I not config'd correction > > Using RT Version 3.2.2 > As is indicated at the top of RT_Config.pm, do not make changes to that file. Make your changes in the RT_SiteConfig.pm file. -- Andy Harrison From jlarue at commpartners.us Thu Jan 20 16:31:42 2005 From: jlarue at commpartners.us (Justin Larue) Date: Thu, 20 Jan 2005 13:31:42 -0800 Subject: [rt-users] problems writing a ScripCondition: On Merge Message-ID: I'm trying to write a scrip condition that will trigger on the merge of a ticket. (The problem I'm solving is that our internal people frequently get confused looking for tickets they thought they requested, but which got merged into another ticket; an email to them on the merge of the ticket would solve thse issues.) I've determined that the description of the "Merge" transaction is "Merged into ticket #xxx by yyyy" (in this language, anyway), and the type of transaction is AddLink. I tried the fairly unsophisticated custom condition: return undef unless ($self->TransactionObj->Description =~ /^Merge/); return 1; but it doesn't trigger, and the Template doesn't seem to get quite the same things as the Condition does. (The wiki suggested I could put $TransactionObj->Whatever in the template, but that doesn't actually work; it gives an error like "Can't call method "Type" on an undefined value".) I'm familiar with Perl, but not so much with the layout of RT at this point. Suggestions on where to look for the 'right' way to do this? Thanks! Justin Larue CommPartners (702) 367-VOIP (8647) Phone ext. 1022 (702) 365-VOIP (8647) Fax jlarue at commpartners.us www.commpartners.us From dmd at speakeasy.org Thu Jan 20 17:27:47 2005 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 20 Jan 2005 14:27:47 -0800 (PST) Subject: [rt-users] Extract IP's from queue Message-ID: Dear List, Something that we would find great is the ability to run a script against a queue and extract all IP into a flat file. Nothing fancy. We would be stripping off the RT header ip / mail server ip, and be left with origin ip which would assist us in some automation. Anyone have such a script already written or know of a perl module that should be used to do it? Thanks..! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From r at elhames.co.uk Thu Jan 20 19:37:27 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 21 Jan 2005 00:37:27 -0000 Subject: [rt-users] Having multiple users logically linked together by"organization" References: <41F00125.6040604@topicmapping.com> Message-ID: <006001c4ff51$628f2a40$52c593c3@tiger> > Jonathan, > > yes. > > create one staff group for *your* staff > > per client create this: > one queue > one group > put the client employees in the client group and give your staff group > and the client group the desired rights on the > client's queue. The above does not help if you wish the client members to see the ticket at all times, what happens if you escalate the ticket to a different queue?? .. Jonathan, we had the same requirement and the only solution was a dirty and cumbersome similar to what you had suggested below .. Roy > > HTH, > > Jan > > > > > > I'd like to have things set up such that multiple users can all be > > logically linked together by their company/organization. In doing so, > > I'd like all tickets created by one user who is a member of a > > particular organization to be viewable by all other members of that > > organization. > > > > If that's not clear enough, here is a for-instance: > > > > Let's say I have two clients - Client A and Client B. I have 4 users > > set up in RT: > > > > Users bob and john are employees of Client A > > Users joe and tom are employees of Client B > > > > If user bob creates a ticket, I'd like for john to be able to see that > > ticket when he logs in, but joe and tom cannot. If user joe creates a > > ticket, tom can see it, but bob and john cannot. > > > > I'm positive that there is a way to do this, since I haven't found > > anything that RT can't do yet. I can think of one way which is > > writing a scrip that adds all users that have the same organization > > value as the requestor to the CC list of a ticket and then granting > > correct permissions to CCs, but that just seems dirty and cumbersome. > > > > Thanks a bunch. > > > > 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 > > > > > -- > Jan Algermissen > Consultant & Programmer > http://jalgermissen.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 stefan at van-boxmer.de Fri Jan 21 02:25:21 2005 From: stefan at van-boxmer.de (Stefan Fischer) Date: Fri, 21 Jan 2005 08:25:21 +0100 Subject: [rt-users] RT 3.2.2 - Custom Scrip Conditions on Custom Field changes Message-ID: <41F0AE61.5020708@van-boxmer.de> After migration from RT 3.06 to 3.2.2 my custom scrip writes errors to syslog and nothing else happens. This is my custom scrip (user defined condition) if (($self->TransactionObj->Type eq "CustomField") and ($self->TransactionObj->Field eq 2) and ($self->TransactionObj->NewValue eq "20 Antrag eingetroffen")) { return(1); } else { return(undef); } And this is what i get: Jan 21 08:00:23 debian64 RT: Scrip Prepare 92 died. - $/ as given is currently unsupported at /usr/share/perl5/MIME/Body.pmline 194 Stack: [/usr/share/perl/5.8/Carp.pm:86] [/usr/share/perl5/IO/ScalarArray.pm:350] [/usr/share/perl5/MIME/Body.pm:194] [/usr/share/request-tracker3.2/lib/RT/I18N.pm:218] [/usr/share/request-tracker3.2/lib/RT/Action/SendEmail.pm:153] [/usr/share/request-tracker3.2/lib/RT/Action/Notify.pm:65] [/usr/share/request-tracker3.2/lib/RT/ScripAction_Overlay.pm:217] [/usr/share/request-tracker3.2/lib/RT/Scrip_Overlay.pm:468] [/usr/share/request-tracker3.2/lib/RT/Scrips_Overlay.pm:232] [/usr/share/request-tracker3.2/lib/RT/Transaction_Overlay.pm:146] [/usr/share/request-tracker3.2/lib/RT/Ticket_Overlay.pm:3707] [/usr/share/request-tracker3.2/lib/RT/Ticket_Overlay.pm:3471] [/usr/share/request-tracker3.2/lib/RT/Ticket_Overlay.pm:3379] [/usr/share/request-tracker3.2/lib/RT/Interface/Web.pm:1153] [/usr/share/request-tracker3.2/html/Ticket/Modify.html:71] [/usr/share/request-tracker3 Thanks in Advance! -- Stefan From rmreis at cpqd.com.br Fri Jan 21 05:16:17 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 21 Jan 2005 08:16:17 -0200 Subject: [rt-users] Startup ERROR: Client does not support authentication protocol requested by server. Message-ID: <097013530AD6F24F8D21F7CABCB26A250110C005@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 Ruslan.Zakirov at acronis.com Fri Jan 21 05:32:04 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 21 Jan 2005 13:32:04 +0300 Subject: [rt-users] Startup ERROR: Client does not support authentication protocol requested by server. In-Reply-To: <097013530AD6F24F8D21F7CABCB26A250110C005@MAILSRV1.aquarius.cpqd.com.br> References: <097013530AD6F24F8D21F7CABCB26A250110C005@MAILSRV1.aquarius.cpqd.com.br> Message-ID: <41F0DA24.9010609@acronis.com> It's MySQL setup problem: http://dev.mysql.com/doc/mysql/en/Old_client.html http://www.google.com/search?q=Client+does+not+support+authentication+protocol+requested+by+server Rodolfo de Moraes Reis wrote: >>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. >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 tomas.t.landin at ericsson.com Fri Jan 21 05:23:47 2005 From: tomas.t.landin at ericsson.com (Tomas Landin T (TN/ETE)) Date: Fri, 21 Jan 2005 11:23:47 +0100 Subject: [rt-users] On Correspond Scrip error. (E-mail, template, scrip, RT config) Message-ID: Hello everyone. Problem synopsis: On Correspond scrip fails to dispatch an e-mail to the requestor and generates unexpected messages in the logfile. What happens: When anybody enters a new Reply in a ticket, the reply is recorded properly in the database and it shows up in the ticket history as it should do. No e-mail is dispatched to the Requestor however. rt.log: [error] error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:363) [debug]: About to commit scrips for transaction214 (/opt/rt3/lib/RT/Transaction_Overlay.pm:153) [info]: #24/214 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:231) [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:243) More detail: The template does contain proper headers (two blank lines at the top of the template), so I don't know why the header-error message is shown in the log. Also tried using the (unchanged) blank template with the same result, and hopefully the supplied templates are fully functional. Have also tried replacing it with the AutoReply on create-template, that is in the On Correspond scrip, but it returned the same error. The server can send messages, which was verified manually with Pine. AutoCreate scrip/template and e-mail works fine, which leads me to believe that the error is centered around RT, and the On Correspond scrip. System detail: SuSE Linux 9.1 Apache 2.0.52 MySQL 4.1.8 Perl 5.8.3 RT 3.2.2 // Tomas Landin From cmap_sec at yahoo.co.uk Fri Jan 21 07:26:39 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Fri, 21 Jan 2005 12:26:39 +0000 (GMT) Subject: [rt-users] changing status/owner via email pt2 Message-ID: <20050121122639.64222.qmail@web25704.mail.ukl.yahoo.com> hi I got some help the other week from Ruslan and wanted to ask a quick query. It was regarding changing status/owner via email. Code is at the bottom of the email and works fine. My query is that with the scrips set up it goes out to the user as its seen the same as a normal reply email on how to fix the problem. I'd rather if possible not email out Set-Status etc . Is there a way ? Thanks for any pointers. Elaine Try next commit code: my $content = $self->TransactionObj->Attachments->First->Content; if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) { $self->TicketObj->SetOwner( $1 ); } if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) { $self->TicketObj->SetStatus( $1 ); } 1; And put into mail body next line: --------------------------------- Set-Status: rejected --------------------------------- Don't add empty spaces before Set-Status ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From Ruslan.Zakirov at acronis.com Fri Jan 21 08:40:35 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 21 Jan 2005 16:40:35 +0300 Subject: [rt-users] changing status/owner via email pt2 In-Reply-To: <20050121122639.64222.qmail@web25704.mail.ukl.yahoo.com> References: <20050121122639.64222.qmail@web25704.mail.ukl.yahoo.com> Message-ID: <41F10653.4070400@acronis.com> Elaine, yeah, that should be fixed, use next code: my $AttachObj = $self->TransactionObj->Attachments->First; # go out if content is not text! unless( $AttachObj->ContentType =~ /^text/ ) { return 1; } my $content = $AttachObj->Content; if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) { $self->TicketObj->SetOwner( $1 ); } if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) { $self->TicketObj->SetStatus( $1 ); } # strip special commands from email content $content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm; $content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm; # silently overwrite attachment content $AttachObj->__Set( Field => 'Content', Value => $content ); 1; This code is not tested but should work. If not then post data from logs to the list. And please write instructions how to set up this code on the wiki: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail I've created link on this page from http://wiki.bestpractical.com/index.cgi?Contributions This scrip has drawbacks that are not addressed yet. For example all transactions this scrip creates comes from RT System user not user who sent email. This is bad and should be fixed because allow anybody who has right create/reply/comment on ticket to set status and owner. Best regards. Ruslan. Elaine . wrote: > hi > I got some help the other week from Ruslan and wanted > to ask a quick query. It was regarding changing > status/owner via email. > > Code is at the bottom of the email and works fine. My > query is that with the scrips set up it goes out to > the user as its seen the same as a normal reply email > on how to fix the problem. I'd rather if possible not > email out Set-Status etc . Is there a way ? > Thanks for any pointers. > Elaine > > Try next commit code: > my $content = > $self->TransactionObj->Attachments->First->Content; > if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) { > > $self->TicketObj->SetOwner( $1 ); > } > if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) { > > $self->TicketObj->SetStatus( $1 ); > } > 1; > > And put into mail body next line: > --------------------------------- > Set-Status: rejected > --------------------------------- > Don't add empty spaces before Set-Status > > > > > > ___________________________________________________________ > ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.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 barnaclebob at gmail.com Fri Jan 21 09:18:11 2005 From: barnaclebob at gmail.com (Barnacle Bob) Date: Fri, 21 Jan 2005 09:18:11 -0500 Subject: [rt-users] Best way to implement workflow Message-ID: Hello all. I am wonder what your oppinions are on imlimenting this work flow. Basically request comes in and needs aproval from administrator when approved it moves on to secretary and then its handed off in physical form for it to be taken care of (transportation) once done sec1 adds some data to the ticket and sends it off to accounts to be paid and then finally resolved. I have thought of 2 different ways of approaching this problem. the first is to have each step a seperate queue so it would move between them. but the lack of being able to use global custom fields (and being able to dissable them on a queue basis for our other stuff) makes it so i would have to either move around the data in the custom fields to custom fields in the other queues or collate all the custom field data into a transaction on the ticket before moving it. This seems acceptable. The other way would be to have it all in the same queue and depending on who resolved the ticket re open it and assign it a new owner. This would make it so the custom fields will work well without any complex script. Both of these seem like perfectly acceptable solutions to me and i was wondering if any one else had any input on this. Thanks in advance for any thoughts you might have. -Karl Pietri LAN Tech Northview Public Schools From rt at chaka.net Fri Jan 21 08:59:03 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 21 Jan 2005 08:59:03 -0500 Subject: [rt-users] Best way to implement workflow In-Reply-To: References: Message-ID: <20050121135903.GJ27116@chaka.net> In the soon-to-be-released RT 3.4, custom fields can be shared among queues. Personally, I like to have each step in the process be a new ticket, but have the tickets linked together so that ticket owners can look at previous tickets in the chain for extra information. -Todd On Fri, Jan 21, 2005 at 09:18:11AM -0500, Barnacle Bob wrote: > Hello all. > I am wonder what your oppinions are on imlimenting this work flow. > Basically request comes in and needs aproval from administrator when > approved it moves on to secretary and then its handed off in physical > form for it to be taken care of (transportation) once done sec1 adds > some data to the ticket and sends it off to accounts to be paid and > then finally resolved. I have thought of 2 different ways of > approaching this problem. the first is to have each step a seperate > queue so it would move between them. but the lack of being able to > use global custom fields (and being able to dissable them on a queue > basis for our other stuff) makes it so i would have to either move > around the data in the custom fields to custom fields in the other > queues or collate all the custom field data into a transaction on the > ticket before moving it. This seems acceptable. The other way would > be to have it all in the same queue and depending on who resolved the > ticket re open it and assign it a new owner. This would make it so > the custom fields will work well without any complex script. Both of > these seem like perfectly acceptable solutions to me and i was > wondering if any one else had any input on this. Thanks in advance > for any thoughts you might have. > > > -Karl Pietri > LAN Tech > Northview Public Schools > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Fri Jan 21 09:41:59 2005 From: steve at n2sw.com (steve) Date: Fri, 21 Jan 2005 09:41:59 -0500 Subject: [rt-users] custom fields with dependants Message-ID: <41F114B7.3070007@n2sw.com> hi all, would like to know if there is a way to currently create a custom field for a queue that has depend statements in it, for example i create a custom field in my printers queue called type of printer, and if a customer choses xerox, the next custom field would give a list of xerox printer models that s/he can choose from. thanx From jesse at bestpractical.com Fri Jan 21 09:54:41 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Jan 2005 09:54:41 -0500 Subject: [rt-users] custom fields with dependants In-Reply-To: <41F114B7.3070007@n2sw.com> References: <41F114B7.3070007@n2sw.com> Message-ID: <20050121145441.GQ24460@bestpractical.com> On Fri, Jan 21, 2005 at 09:41:59AM -0500, steve wrote: > hi all, > would like to know if there is a way to currently create a custom field > for a queue that has depend statements in it, for example i create a > custom field in my printers queue called type of printer, and if a > customer choses xerox, the next custom field would give a list of xerox > printer models that s/he can choose from. Nope, but it's functionality I'd love to see in RT. > > thanx > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, 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 sturner at MIT.EDU Fri Jan 21 14:57:06 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 21 Jan 2005 14:57:06 -0500 Subject: [rt-users] Group Saved-Search Privileges Message-ID: <5.2.1.1.2.20050121144708.01f93c10@po14.mit.edu> A question about saved search privileges. It looks like the query builder will allow users to save & load searches for a) themselves b) groups of which they are a member (This assumes the user has global CreateSavedSearch and LoadSavedSearch rights). Now, on the group UserRights screen, it is possible to assign EditSavedSearches and ShowSavedSearches rights to a user. My question is, what do these rights mean? Where do they come into play? They seem to imply that you can give access to group saved searches via these rights, but in fact this access is controlled by group membership, not ACLs. Any help gratefully received. Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services Information Services and Technology (IS&T) sturner at mit.edu From Ruslan.Zakirov at acronis.com Fri Jan 21 14:57:33 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 21 Jan 2005 22:57:33 +0300 Subject: [rt-users] Missing MySQL files??? In-Reply-To: References: Message-ID: <41F15EAD.8040103@acronis.com> Jeff Holst wrote: > RT 3.2.2 > MySQL 4.1.8 > Red Hat Enterprise Linux 3.0 > > I've setup RT3 and the application seems to run fine ( I can access, > login, and use it via the web interface.) When I try to backup my > database the backup software complains "Failed to get 3 table files for > table: ACL" I've confirmed that my /var/lib/mysql/rt3 directory does > only contain ACL.frm and NOT ( ACL.MYI and ACL.MYD ) This is true for > all the tables except "sessions" which contains all three files. > > My question is, have my RT tables been setup incorrectly? Other > databases on my system have .frm, .MYI, and .MYD files for every table, > but my instance of RT3 does not. What did I screw up? You use backup software for MyISAM mysql tables, RT uses InnoDB for all tables except sessions. http://dev.mysql.com/doc/mysql/en/Backing_up.html http://www.google.ru/search?q=site%3Adev.mysql.com+backup+InnoDB > > Thanks, > > -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 From Ruslan.Zakirov at acronis.com Fri Jan 21 15:03:30 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 21 Jan 2005 23:03:30 +0300 Subject: [rt-users] On Correspond Scrip error. (E-mail, template, scrip, RT config) In-Reply-To: References: Message-ID: <41F16012.8030306@acronis.com> Try to analize template content in DB > SELECT Content FROM Templates; Tomas Landin T (TN/ETE) wrote: > Hello everyone. > > Problem synopsis: > On Correspond scrip fails to dispatch an e-mail to the requestor and generates > unexpected messages in the logfile. > > What happens: > When anybody enters a new Reply in a ticket, the reply is recorded properly in the > database and it shows up in the ticket history as it should do. > No e-mail is dispatched to the Requestor however. > > rt.log: > > [error] error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:363) > [debug]: About to commit scrips for transaction214 (/opt/rt3/lib/RT/Transaction_Overlay.pm:153) > [info]: #24/214 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:231) > [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:243) > > More detail: > The template does contain proper headers (two blank lines at the top of the template), so I don't know why the header-error message is shown in the log. Also tried using the (unchanged) blank template with the same result, and hopefully the supplied templates are fully functional. > Have also tried replacing it with the AutoReply on create-template, that is in the On Correspond scrip, but it returned the same error. > > The server can send messages, which was verified manually with Pine. > AutoCreate scrip/template and e-mail works fine, which leads me to believe that the error is centered around RT, and the On Correspond scrip. > > System detail: > SuSE Linux 9.1 > Apache 2.0.52 > MySQL 4.1.8 > Perl 5.8.3 > RT 3.2.2 > > // Tomas Landin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 21 16:01:10 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 22 Jan 2005 00:01:10 +0300 Subject: [rt-users] Having multiple users logically linked together by "organization" In-Reply-To: References: Message-ID: <41F16D96.3000106@acronis.com> Flexible solution is not available now and wouldn't be for some time. I think "some" will end, if someone sponsor this because it's not easy to implement. You want share rights that requestor has to group A if requestor is member of the group A. Or in other words: you want to say all people in group 'G' get the same rights on ticket 'T' in queue 'Q' as requestor role gives to user if any user from group 'G' is requestor of the ticket 'T'. Then you create group 'ClientA_Employees' and 'ClientA_Employees' give them such right on queue 'ClientTickets', gives 'SeeTicket' to requestor role on the queue and all are happy and "they lived for a long-long time", but it's not implemented :) So I'll put it into WishList on wiki. You can do next thing to simulate similar behaviour like I described above: Create groups ClientA, ClientB... Write scrip that OnCreate takes requestor, then finds its group, get all members of that group and adds them as requestors(or as Cc) to ticket. What do you think guys? Yeah, people becomes requestors of the tickets that they didn't request. Then you should add WebUI feature that allow people to unsubscribe("remove me from requestors(Cc)") in one click. Enough? Jonathan Reeder wrote: > I'm hoping that someone else out there might have the same requirements > as I do and has found a way to satisfy them. > > I'd like to have things set up such that multiple users can all be > logically linked together by their company/organization. In doing so, > I'd like all tickets created by one user who is a member of a particular > organization to be viewable by all other members of that organization. > > If that's not clear enough, here is a for-instance: > > Let's say I have two clients - Client A and Client B. I have 4 users > set up in RT: > > Users bob and john are employees of Client A > Users joe and tom are employees of Client B > > If user bob creates a ticket, I'd like for john to be able to see that > ticket when he logs in, but joe and tom cannot. If user joe creates a > ticket, tom can see it, but bob and john cannot. > > I'm positive that there is a way to do this, since I haven't found > anything that RT can't do yet. I can think of one way which is writing > a scrip that adds all users that have the same organization value as the > requestor to the CC list of a ticket and then granting correct > permissions to CCs, but that just seems dirty and cumbersome. > > Thanks a bunch. > > 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 jreeder at minutemenu.com Fri Jan 21 16:06:10 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Fri, 21 Jan 2005 15:06:10 -0600 Subject: [rt-users] Having multiple users logically linked together by "organization" In-Reply-To: <41F16D96.3000106@acronis.com> Message-ID: Wow that sounds perfect to me. I think in the meantime I'm going to create the scrip like you described. BTW, thanks to everyone who replied to this query, I've gotten some helpful tips. Jonathan Reeder -----Original Message----- From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Sent: Friday, January 21, 2005 3:01 PM To: Jonathan Reeder Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Having multiple users logically linked together by "organization" Flexible solution is not available now and wouldn't be for some time. I think "some" will end, if someone sponsor this because it's not easy to implement. You want share rights that requestor has to group A if requestor is member of the group A. Or in other words: you want to say all people in group 'G' get the same rights on ticket 'T' in queue 'Q' as requestor role gives to user if any user from group 'G' is requestor of the ticket 'T'. Then you create group 'ClientA_Employees' and 'ClientA_Employees' give them such right on queue 'ClientTickets', gives 'SeeTicket' to requestor role on the queue and all are happy and "they lived for a long-long time", but it's not implemented :) So I'll put it into WishList on wiki. You can do next thing to simulate similar behaviour like I described above: Create groups ClientA, ClientB... Write scrip that OnCreate takes requestor, then finds its group, get all members of that group and adds them as requestors(or as Cc) to ticket. What do you think guys? Yeah, people becomes requestors of the tickets that they didn't request. Then you should add WebUI feature that allow people to unsubscribe("remove me from requestors(Cc)") in one click. Enough? Jonathan Reeder wrote: > I'm hoping that someone else out there might have the same requirements > as I do and has found a way to satisfy them. > > I'd like to have things set up such that multiple users can all be > logically linked together by their company/organization. In doing so, > I'd like all tickets created by one user who is a member of a particular > organization to be viewable by all other members of that organization. > > If that's not clear enough, here is a for-instance: > > Let's say I have two clients - Client A and Client B. I have 4 users > set up in RT: > > Users bob and john are employees of Client A > Users joe and tom are employees of Client B > > If user bob creates a ticket, I'd like for john to be able to see that > ticket when he logs in, but joe and tom cannot. If user joe creates a > ticket, tom can see it, but bob and john cannot. > > I'm positive that there is a way to do this, since I haven't found > anything that RT can't do yet. I can think of one way which is writing > a scrip that adds all users that have the same organization value as the > requestor to the CC list of a ticket and then granting correct > permissions to CCs, but that just seems dirty and cumbersome. > > Thanks a bunch. > > 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 Ruslan.Zakirov at acronis.com Fri Jan 21 17:10:46 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 22 Jan 2005 01:10:46 +0300 Subject: [rt-users] Extract IP's from queue In-Reply-To: References: Message-ID: <41F17DE6.6090804@acronis.com> Dave Dennis wrote: > Dear List, > > Something that we would find great is the ability to run a script against > a queue and extract all IP into a flat file. Nothing fancy. We would > be stripping off the RT header ip / mail server ip, and be left with > origin ip which would assist us in some automation. Anyone have such > a script already written or know of a perl module that should be used to > do it? Nobody posted here. Wrote it just for fun, see attachment. Tested with 3.0.x and 3.2.x You may change cb_attachment output if you need. Use it. Regards, Ruslan. > > Thanks..! > > +------------------------- > + 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 -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: last_IP.pl URL: From Ruslan.Zakirov at acronis.com Fri Jan 21 17:34:34 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 22 Jan 2005 01:34:34 +0300 Subject: [rt-users] problems writing a ScripCondition: On Merge In-Reply-To: References: Message-ID: <41F1837A.9020408@acronis.com> Justin Larue wrote: > I'm trying to write a scrip condition that will trigger on the merge of > a ticket. (The problem I'm solving is that our internal people > frequently get confused looking for tickets they thought they requested, > but which got merged into another ticket; an email to them on the merge > of the ticket would solve thse issues.) > > I've determined that the description of the "Merge" transaction is > "Merged into ticket #xxx by yyyy" (in this language, anyway), and the > type of transaction is AddLink. I tried the fairly unsophisticated > custom condition: > > return undef unless ($self->TransactionObj->Description =~ /^Merge/); > return 1; Description could be localized so you can't relay on it. Use next: my $txn = $self->TransactionObj; return undef unless $txn->Type =~ /^AddLink$/i; return undef unless $txn->Field =~ /^MergedInto$/i; return 1; > > but it doesn't trigger, and the Template doesn't seem to get quite the > same things as the Condition does. (The wiki suggested I could put > $TransactionObj->Whatever in the template, but that doesn't actually > work; it gives an error like "Can't call method "Type" on an undefined > value".) You could put { $Transaction->Whatever } in the template. Where exactly did you see that on wiki? > > I'm familiar with Perl, but not so much with the layout of RT at this > point. Suggestions on where to look for the 'right' way to do this? > > Thanks! > > Justin Larue > CommPartners > (702) 367-VOIP (8647) Phone ext. 1022 > (702) 365-VOIP (8647) Fax > jlarue at commpartners.us > www.commpartners.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 21 17:37:56 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 22 Jan 2005 01:37:56 +0300 Subject: [rt-users] http://rt::WebBaseURL.not.configured:80 In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27E30@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27E30@da0shme010.match.corp> Message-ID: <41F18444.6070504@acronis.com> Rodney Caston wrote: > Ah.. I totally forgot about that... > > Question tho, when editing a ticket's child tickets, I get the following > message: > > ########## > Trying to delete: Base: Target: fsck.com-rt://match.corp/ticket/1031 > Type MemberOf > ########## > > What setting is pulling in the fsck.com ... > > And what should be in that field? Did you change company and/or RT name in the config? > > > -----Original Message----- > From: Andy Harrison [mailto:aharrison at gmail.com] > Sent: Thursday, January 20, 2005 2:39 PM > To: Rodney Caston > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] http://rt::WebBaseURL.not.configured:80 > > >>So... my question is, other then in the RT_Config.pm, where does this >>URL get set for configuration... >> >>What have I not config'd correction >> >>Using RT Version 3.2.2 >> > > > As is indicated at the top of RT_Config.pm, do not make changes to > that file. Make your changes in the RT_SiteConfig.pm file. > From Ruslan.Zakirov at acronis.com Fri Jan 21 17:45:33 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 22 Jan 2005 01:45:33 +0300 Subject: [rt-users] Re: Keeping the Microsoft Outlook users happy In-Reply-To: References: <1E400555153D82468A9D54BEED3BD8E90DFB6E@server.QuarkIT.local> <20050120130632.GQ24460@bestpractical.com> Message-ID: <41F1860D.8070404@acronis.com> Michael Brown wrote: > Jesse Vincent wrote: > >>> What would be *really* nice is to have RT send out emails that have the >>> specially crafted URL that you cliek on and have the appointment entered >>> automagically into your Outlook calendar. This would be sooooo nice - >>> save the possibility of mis-typing it and the silliness that ensues. >> >> >> >> Got a pointer to a spec for that URL format? > > > Why bother with just Outlook specific? Why not just send a vCal > attachment with the e-mail? Outlook supports vCal, as do most other patches are wellcome :) > calendaring packages (Palm Desktop, Notes, Mozilla Sunbird, etc...) RT is not "calendaring package" vCal - "The Victorian Certificate of Applied Learning"? > > The more clients... the merrier! > > /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 jlarue at commpartners.us Fri Jan 21 18:05:21 2005 From: jlarue at commpartners.us (Justin Larue) Date: Fri, 21 Jan 2005 15:05:21 -0800 Subject: [rt-users] problems writing a ScripCondition: On Merge Message-ID: Thanks for your quick response! Ruslan U. Zakirov (Ruslan.Zakirov at acronis.com) wrote: > Description could be localized so you can't relay on it. > Use next: > > my $txn = $self->TransactionObj; > return undef unless $txn->Type =~ /^AddLink$/i; > return undef unless $txn->Field =~ /^MergedInto$/i; > return 1; This works perfectly. Thank you! > You could put { $Transaction->Whatever } in the template. Where exactly > did you see that on wiki? http://wiki.bestpractical.com/index.cgi?Template uses both $Transaction and $TransactionObj in its template examples. Justin Larue CommPartners (702) 367-VOIP (8647) Phone ext. 1022 (702) 365-VOIP (8647) Fax jlarue at commpartners.us www.commpartners.us From caleb at earnware.com Fri Jan 21 18:05:28 2005 From: caleb at earnware.com (Caleb Peters) Date: Fri, 21 Jan 2005 15:05:28 -0800 Subject: [rt-users] Hiding the Configuration Tab Message-ID: <162560-22005152123528855@earnware.com> Hello all, I've searched through the list archives and found some information regarding this issue and was able to hide the Configuration Tab based on a users global rights which was fine for the time being, but now I come to my challenge/question. What I need the system to do is look at the group rights of a user and give them access to the Configuration Tab and I can't seem to figure this out. Let me give a little background We plan on using the system for multiple groups of people accessing RT. We have set it up so that group X can admin group Y and group A can admin group B. What we don't want is group X to be able to admin say group A and vice versa. So I don't want to give any global group admin options but that seems to be about the only way I can and still hide the configuration tab using the code supplied in the FAQ. Right now our code is as follows: if ( $session{'CurrentUser'}->HasRight(Right => 'AdminGroup', Object => $RT::System) ) { $basetabs->{'L'} = { title => loc('Configuration'), path => 'Admin/' }; Any suggestions or ideas? Thanks in advance. Caleb Peters ---------------------------------------------- Technical Support Earnware Corporation Phone | Fax | VM: 800-800-8273 mail to:support at earnware.com ---------------------------------------------- Perfecting the way you do business... Visit us at: http://www.earnware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Fri Jan 21 18:28:16 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 22 Jan 2005 02:28:16 +0300 Subject: [rt-users] problems writing a ScripCondition: On Merge In-Reply-To: References: Message-ID: <41F19010.3070306@acronis.com> Justin Larue wrote: > Thanks for your quick response! > > Ruslan U. Zakirov (Ruslan.Zakirov at acronis.com) wrote: > > >>Description could be localized so you can't relay on it. >>Use next: >> >>my $txn = $self->TransactionObj; >>return undef unless $txn->Type =~ /^AddLink$/i; >>return undef unless $txn->Field =~ /^MergedInto$/i; >>return 1; > > > This works perfectly. Thank you! Wiki update: http://wiki.bestpractical.com/index.cgi?OnMerge > > >>You could put { $Transaction->Whatever } in the template. Where > > exactly > >>did you see that on wiki? > > > http://wiki.bestpractical.com/index.cgi?Template uses both $Transaction > and $TransactionObj in its template examples. My fault. Fixed. Thanks for the report. > > Justin Larue > CommPartners > (702) 367-VOIP (8647) Phone ext. 1022 > (702) 365-VOIP (8647) Fax > jlarue at commpartners.us > www.commpartners.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 jeffholst at hotmail.com Fri Jan 21 23:55:07 2005 From: jeffholst at hotmail.com (Jeff Holst) Date: Fri, 21 Jan 2005 22:55:07 -0600 Subject: [rt-users] Missing MySQL files??? In-Reply-To: <41F15EAD.8040103@acronis.com> Message-ID: Ruslan U. Zakirov wrote: >You use backup software for MyISAM mysql tables, RT uses InnoDB for all >tables except sessions. Well... yes. We use NetVault software along with a Dell jukebox for corporate wide backups. NetVault has an APM for MySQL backups, so I would like our existing backup strategy to be able to include RT. Apparently, standard MySQL database files have 3 versions ( .frm, .MYI, and .MYD ) because that is what the NetVault software is looking for. when it does the backups. The backups are failing, however, because my RT database only contains the ".frm" files. Can anyone tell me if what I'm seeing below is correct or if something is setup incorrectly??? [root at zeus mysql]# cd /var/lib/mysql/rt3 [root at zeus rt3]# ls -ltr total 256 -rw-rw---- 1 mysql mysql 65 Jan 18 08:38 db.opt -rw-rw---- 1 mysql mysql 9948 Jan 18 08:38 Users.frm -rw-rw---- 1 mysql mysql 8922 Jan 18 08:38 Transactions.frm -rw-rw---- 1 mysql mysql 9538 Jan 18 08:38 Tickets.frm -rw-rw---- 1 mysql mysql 8834 Jan 18 08:38 TicketCustomFieldValues.frm -rw-rw---- 1 mysql mysql 8978 Jan 18 08:38 Templates.frm -rw-rw---- 1 mysql mysql 8640 Jan 18 08:38 sessions.frm -rw-rw---- 1 mysql mysql 9230 Jan 18 08:38 Scrips.frm -rw-rw---- 1 mysql mysql 8936 Jan 18 08:38 ScripConditions.frm -rw-rw---- 1 mysql mysql 8874 Jan 18 08:38 ScripActions.frm -rw-rw---- 1 mysql mysql 9084 Jan 18 08:38 Queues.frm -rw-rw---- 1 mysql mysql 8680 Jan 18 08:38 Principals.frm -rw-rw---- 1 mysql mysql 8898 Jan 18 08:38 Links.frm -rw-rw---- 1 mysql mysql 8732 Jan 18 08:38 Groups.frm -rw-rw---- 1 mysql mysql 8630 Jan 18 08:38 GroupMembers.frm -rw-rw---- 1 mysql mysql 8878 Jan 18 08:38 CustomFieldValues.frm -rw-rw---- 1 mysql mysql 8934 Jan 18 08:38 CustomFields.frm -rw-rw---- 1 mysql mysql 8752 Jan 18 08:38 CachedGroupMembers.frm -rw-rw---- 1 mysql mysql 8954 Jan 18 08:38 Attributes.frm -rw-rw---- 1 mysql mysql 8992 Jan 18 08:38 Attachments.frm -rw-rw---- 1 mysql mysql 8860 Jan 18 08:38 ACL.frm -rw-rw---- 1 mysql mysql 2048 Jan 20 13:18 sessions.MYI -rw-rw---- 1 mysql mysql 5308 Jan 20 13:18 sessions.MYD >From: "Ruslan U. Zakirov" >To: Jeff Holst >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Missing MySQL files??? >Date: Fri, 21 Jan 2005 22:57:33 +0300 > >Jeff Holst wrote: >>RT 3.2.2 >>MySQL 4.1.8 >>Red Hat Enterprise Linux 3.0 >> >>I've setup RT3 and the application seems to run fine ( I can access, >>login, and use it via the web interface.) When I try to backup my >>database the backup software complains "Failed to get 3 table files for >>table: ACL" I've confirmed that my /var/lib/mysql/rt3 directory does only >>contain ACL.frm and NOT ( ACL.MYI and ACL.MYD ) This is true for all the >>tables except "sessions" which contains all three files. >> >>My question is, have my RT tables been setup incorrectly? Other databases >>on my system have .frm, .MYI, and .MYD files for every table, but my >>instance of RT3 does not. What did I screw up? >You use backup software for MyISAM mysql tables, RT uses InnoDB for all >tables except sessions. >http://dev.mysql.com/doc/mysql/en/Backing_up.html >http://www.google.ru/search?q=site%3Adev.mysql.com+backup+InnoDB > >> >>Thanks, >> >>-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 > From Ruslan.Zakirov at acronis.com Sat Jan 22 01:08:40 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 22 Jan 2005 09:08:40 +0300 Subject: [rt-users] Missing MySQL files??? In-Reply-To: References: Message-ID: <41F1EDE8.7000702@acronis.com> Jeff Holst wrote: > Ruslan U. Zakirov wrote: > >> You use backup software for MyISAM mysql tables, RT uses InnoDB for >> all tables except sessions. > > > Well... yes. We use NetVault software along with a Dell jukebox for > corporate wide backups. NetVault has an APM for MySQL backups, so I > would like our existing backup strategy to be able to include RT. http://www.google.ru/search?q=cache:WfNt0TGnE0oJ:www.bakbone.com/docs/APM_for_MySQL_Users_Guide.pdf+NetVault+APM+MySQL+InnoDB&hl=ru Read word by word "2. The ?InnoDB? format is not supported." > > Apparently, standard MySQL database files have 3 versions ( .frm, .MYI, > and .MYD ) because that is what the NetVault software is looking for. Read this http://dev.mysql.com/doc/mysql/en/Storage_engines.html What did you say about standards? > when it does the backups. The backups are failing, however, because my > RT database only contains the ".frm" files. > > Can anyone tell me if what I'm seeing below is correct or if something > is setup incorrectly??? it's incorrect. > > [root at zeus mysql]# cd /var/lib/mysql/rt3 > [root at zeus rt3]# ls -ltr > total 256 > -rw-rw---- 1 mysql mysql 65 Jan 18 08:38 db.opt > -rw-rw---- 1 mysql mysql 9948 Jan 18 08:38 Users.frm > -rw-rw---- 1 mysql mysql 8922 Jan 18 08:38 Transactions.frm > -rw-rw---- 1 mysql mysql 9538 Jan 18 08:38 Tickets.frm > -rw-rw---- 1 mysql mysql 8834 Jan 18 08:38 > TicketCustomFieldValues.frm > -rw-rw---- 1 mysql mysql 8978 Jan 18 08:38 Templates.frm > -rw-rw---- 1 mysql mysql 8640 Jan 18 08:38 sessions.frm > -rw-rw---- 1 mysql mysql 9230 Jan 18 08:38 Scrips.frm > -rw-rw---- 1 mysql mysql 8936 Jan 18 08:38 ScripConditions.frm > -rw-rw---- 1 mysql mysql 8874 Jan 18 08:38 ScripActions.frm > -rw-rw---- 1 mysql mysql 9084 Jan 18 08:38 Queues.frm > -rw-rw---- 1 mysql mysql 8680 Jan 18 08:38 Principals.frm > -rw-rw---- 1 mysql mysql 8898 Jan 18 08:38 Links.frm > -rw-rw---- 1 mysql mysql 8732 Jan 18 08:38 Groups.frm > -rw-rw---- 1 mysql mysql 8630 Jan 18 08:38 GroupMembers.frm > -rw-rw---- 1 mysql mysql 8878 Jan 18 08:38 > CustomFieldValues.frm > -rw-rw---- 1 mysql mysql 8934 Jan 18 08:38 CustomFields.frm > -rw-rw---- 1 mysql mysql 8752 Jan 18 08:38 > CachedGroupMembers.frm > -rw-rw---- 1 mysql mysql 8954 Jan 18 08:38 Attributes.frm > -rw-rw---- 1 mysql mysql 8992 Jan 18 08:38 Attachments.frm > -rw-rw---- 1 mysql mysql 8860 Jan 18 08:38 ACL.frm > -rw-rw---- 1 mysql mysql 2048 Jan 20 13:18 sessions.MYI > -rw-rw---- 1 mysql mysql 5308 Jan 20 13:18 sessions.MYD > > > >> From: "Ruslan U. Zakirov" >> To: Jeff Holst >> CC: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Missing MySQL files??? >> Date: Fri, 21 Jan 2005 22:57:33 +0300 >> >> Jeff Holst wrote: >> >>> RT 3.2.2 >>> MySQL 4.1.8 >>> Red Hat Enterprise Linux 3.0 >>> >>> I've setup RT3 and the application seems to run fine ( I can access, >>> login, and use it via the web interface.) When I try to backup my >>> database the backup software complains "Failed to get 3 table files >>> for table: ACL" I've confirmed that my /var/lib/mysql/rt3 directory >>> does only contain ACL.frm and NOT ( ACL.MYI and ACL.MYD ) This is >>> true for all the tables except "sessions" which contains all three >>> files. >>> >>> My question is, have my RT tables been setup incorrectly? Other >>> databases on my system have .frm, .MYI, and .MYD files for every >>> table, but my instance of RT3 does not. What did I screw up? >> >> You use backup software for MyISAM mysql tables, RT uses InnoDB for >> all tables except sessions. >> http://dev.mysql.com/doc/mysql/en/Backing_up.html >> http://www.google.ru/search?q=site%3Adev.mysql.com+backup+InnoDB >> >>> >>> Thanks, >>> >>> -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 >> >> > > From wash at wananchi.com Sat Jan 22 06:26:18 2005 From: wash at wananchi.com (Odhiambo Washington) Date: Sat, 22 Jan 2005 14:26:18 +0300 Subject: [rt-users] RTIR + rt-3.4.0rc5 Message-ID: <20050122112618.GF51708@ns2.wananchi.com> Hello rt-users, I upgraded from rt-3.4.0rc4 to 3.4.0rc5 on my test box. This went smoothly. I then decided to give RTIR a shot to see if it can help our NOC guys. Now RT doesn't work immediately I login and below is the error: error: Error during compilation of /opt/rt3/share/html/Callbacks/RTIR/autohandler/Default: Can't locate RT/IR.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/site_perl/5.8.5/mach/Apache2 /usr/local/lib/perl5/site_perl/5.8.5/mach /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.5/BSDPAN /usr/local/lib/perl5/5.8.5/mach /usr/local/lib/perl5/5.8.5 /usr/local/ /usr/local/lib/perl) at /opt/rt3/share/html/Callbacks/RTIR/autohandler/Default line 2. Stack: [/opt/rt3/share/html/Callbacks/RTIR/autohandler/Default:2] [RT/IR.pm:2] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:543] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:335] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:892] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:996] [/opt/rt3/share/html/Elements/Callback:70] [/opt/rt3/share/html/autohandler:206] BEGIN failed--compilation aborted at /opt/rt3/share/html/Callbacks/RTIR/autohandler/Default line 2. Stack: [/opt/rt3/share/html/Callbacks/RTIR/autohandler/Default:2] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:543] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:335] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:892] [/usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:996] [/opt/rt3/share/html/Elements/Callback:70] [/opt/rt3/share/html/autohandler:206] context: 1: <%init> 2: use RT::IR; 3: return(1); 4: 5: code stack: /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:336 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:892 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:996 /opt/rt3/share/html/Elements/Callback:70 /opt/rt3/share/html/autohandler:206 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 sc2 at gmx.at Sat Jan 22 07:50:10 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Sat, 22 Jan 2005 13:50:10 +0100 Subject: [rt-users] mysql filtering Message-ID: <000501c50080$e87f5500$6bda6c50@b> hello im sorry i know if i read much mysql docus etc i can do itself maybe... but anyone has a working Mysql Statement (which notz making the RT3 DB fault) where is can filter mails with Subject? like all mails (zickets) with Subject 8272 > delete complete (with users/content etc) i only have von with "Resolving" (but without users etc) thanks bye richard From aharrison at gmail.com Sat Jan 22 09:22:12 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 22 Jan 2005 09:22:12 -0500 Subject: [rt-users] Hiding the Configuration Tab In-Reply-To: <162560-22005152123528855@earnware.com> References: <162560-22005152123528855@earnware.com> Message-ID: On Fri, 21 Jan 2005 15:05:28 -0800, Caleb Peters wrote: > > > Hello all, > > > > I've searched through the list archives and found some information regarding > this issue and was able to hide the Configuration Tab based on a users > global rights which was fine for the time being, but now I come to my > challenge/question. What I need the system to do is look at the group rights > of a user and give them access to the Configuration Tab and I can't seem to > figure this out. Let me give a little background > A mix of BillGerard's post (http://wiki.bestpractical.com/index.cgi?HideConfigurationTab3) and my post (http://wiki.bestpractical.com/index.cgi?GroupMembershipCheck) ought to do the trick. -- Andy Harrison From aharrison at gmail.com Sat Jan 22 09:27:55 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 22 Jan 2005 09:27:55 -0500 Subject: [rt-users] Group Saved-Search Privileges In-Reply-To: <5.2.1.1.2.20050121144708.01f93c10@po14.mit.edu> References: <5.2.1.1.2.20050121144708.01f93c10@po14.mit.edu> Message-ID: On Fri, 21 Jan 2005 14:57:06 -0500, Stephen Turner wrote: > A question about saved search privileges. Can you provide more details as to what problem you're having or what your desired end-result is? -- Andy Harrison From aharrison at gmail.com Sat Jan 22 10:03:42 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 22 Jan 2005 10:03:42 -0500 Subject: [rt-users] RT 3.2.2 - Custom Scrip Conditions on Custom Field changes In-Reply-To: <41F0AE61.5020708@van-boxmer.de> References: <41F0AE61.5020708@van-boxmer.de> Message-ID: On Fri, 21 Jan 2005 08:25:21 +0100, Stefan Fischer wrote: > After migration from RT 3.06 to 3.2.2 my custom scrip writes errors to > syslog and nothing else happens. This is my custom scrip (user defined > condition) The entire scrip and the entire error message would be helpful. -- Andy Harrison From jeffholst at hotmail.com Sat Jan 22 11:14:15 2005 From: jeffholst at hotmail.com (Jeff Holst) Date: Sat, 22 Jan 2005 10:14:15 -0600 Subject: [rt-users] Missing MySQL files??? In-Reply-To: <41F1EDE8.7000702@acronis.com> Message-ID: Thanks Ruslan, I think I understand what is going on now. It appears getting NetVault to support the InnoDB format is my first hurdle if I want to include RT in our regular backup processes. Regarding my rt3 MySQL tables being setup incorrectly; any idea how to fix? I have a brand new installtion of rt3 so I can start from scratch, but I've done so at least a couple of times and end up with the same results. -jeff >From: "Ruslan U. Zakirov" >To: Jeff Holst >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Missing MySQL files??? >Date: Sat, 22 Jan 2005 09:08:40 +0300 > >Jeff Holst wrote: >>Ruslan U. Zakirov wrote: >> >>>You use backup software for MyISAM mysql tables, RT uses InnoDB for all >>>tables except sessions. >> >> >>Well... yes. We use NetVault software along with a Dell jukebox for >>corporate wide backups. NetVault has an APM for MySQL backups, so I would >>like our existing backup strategy to be able to include RT. >http://www.google.ru/search?q=cache:WfNt0TGnE0oJ:www.bakbone.com/docs/APM_for_MySQL_Users_Guide.pdf+NetVault+APM+MySQL+InnoDB&hl=ru >Read word by word "2. The ???InnoDB??? format is not supported." > >> >>Apparently, standard MySQL database files have 3 versions ( .frm, .MYI, >>and .MYD ) because that is what the NetVault software is looking for. >Read this >http://dev.mysql.com/doc/mysql/en/Storage_engines.html >What did you say about standards? > >>when it does the backups. The backups are failing, however, because my RT >>database only contains the ".frm" files. >> >>Can anyone tell me if what I'm seeing below is correct or if something is >>setup incorrectly??? >it's incorrect. > >> >>[root at zeus mysql]# cd /var/lib/mysql/rt3 >>[root at zeus rt3]# ls -ltr >>total 256 >>-rw-rw---- 1 mysql mysql 65 Jan 18 08:38 db.opt >>-rw-rw---- 1 mysql mysql 9948 Jan 18 08:38 Users.frm >>-rw-rw---- 1 mysql mysql 8922 Jan 18 08:38 Transactions.frm >>-rw-rw---- 1 mysql mysql 9538 Jan 18 08:38 Tickets.frm >>-rw-rw---- 1 mysql mysql 8834 Jan 18 08:38 >>TicketCustomFieldValues.frm >>-rw-rw---- 1 mysql mysql 8978 Jan 18 08:38 Templates.frm >>-rw-rw---- 1 mysql mysql 8640 Jan 18 08:38 sessions.frm >>-rw-rw---- 1 mysql mysql 9230 Jan 18 08:38 Scrips.frm >>-rw-rw---- 1 mysql mysql 8936 Jan 18 08:38 >>ScripConditions.frm >>-rw-rw---- 1 mysql mysql 8874 Jan 18 08:38 ScripActions.frm >>-rw-rw---- 1 mysql mysql 9084 Jan 18 08:38 Queues.frm >>-rw-rw---- 1 mysql mysql 8680 Jan 18 08:38 Principals.frm >>-rw-rw---- 1 mysql mysql 8898 Jan 18 08:38 Links.frm >>-rw-rw---- 1 mysql mysql 8732 Jan 18 08:38 Groups.frm >>-rw-rw---- 1 mysql mysql 8630 Jan 18 08:38 GroupMembers.frm >>-rw-rw---- 1 mysql mysql 8878 Jan 18 08:38 >>CustomFieldValues.frm >>-rw-rw---- 1 mysql mysql 8934 Jan 18 08:38 CustomFields.frm >>-rw-rw---- 1 mysql mysql 8752 Jan 18 08:38 >>CachedGroupMembers.frm >>-rw-rw---- 1 mysql mysql 8954 Jan 18 08:38 Attributes.frm >>-rw-rw---- 1 mysql mysql 8992 Jan 18 08:38 Attachments.frm >>-rw-rw---- 1 mysql mysql 8860 Jan 18 08:38 ACL.frm >>-rw-rw---- 1 mysql mysql 2048 Jan 20 13:18 sessions.MYI >>-rw-rw---- 1 mysql mysql 5308 Jan 20 13:18 sessions.MYD >> >> >> >>>From: "Ruslan U. Zakirov" >>>To: Jeff Holst >>>CC: rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Missing MySQL files??? >>>Date: Fri, 21 Jan 2005 22:57:33 +0300 >>> >>>Jeff Holst wrote: >>> >>>>RT 3.2.2 >>>>MySQL 4.1.8 >>>>Red Hat Enterprise Linux 3.0 >>>> >>>>I've setup RT3 and the application seems to run fine ( I can access, >>>>login, and use it via the web interface.) When I try to backup my >>>>database the backup software complains "Failed to get 3 table files for >>>>table: ACL" I've confirmed that my /var/lib/mysql/rt3 directory does >>>>only contain ACL.frm and NOT ( ACL.MYI and ACL.MYD ) This is true for >>>>all the tables except "sessions" which contains all three files. >>>> >>>>My question is, have my RT tables been setup incorrectly? Other >>>>databases on my system have .frm, .MYI, and .MYD files for every table, >>>>but my instance of RT3 does not. What did I screw up? >>> >>>You use backup software for MyISAM mysql tables, RT uses InnoDB for all >>>tables except sessions. >>>http://dev.mysql.com/doc/mysql/en/Backing_up.html >>>http://www.google.ru/search?q=site%3Adev.mysql.com+backup+InnoDB >>> >>>> >>>>Thanks, >>>> >>>>-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 >>> >>> >> >> > From Ruslan.Zakirov at acronis.com Sat Jan 22 11:53:13 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sat, 22 Jan 2005 19:53:13 +0300 Subject: [rt-users] Missing MySQL files??? In-Reply-To: References: Message-ID: <41F284F9.300@acronis.com> Jeff Holst wrote: > Thanks Ruslan, I think I understand what is going on now. It appears > getting NetVault to support the InnoDB format is my first hurdle if I > want to include RT in our regular backup processes. > > Regarding my rt3 MySQL tables being setup incorrectly; any idea how to > fix? I have a brand new installtion of rt3 so I can start from scratch, > but I've done so at least a couple of times and end up with the same > results. Why do you think that it's incorrect? > > -jeff > > > >> From: "Ruslan U. Zakirov" >> To: Jeff Holst >> CC: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Missing MySQL files??? >> Date: Sat, 22 Jan 2005 09:08:40 +0300 >> >> Jeff Holst wrote: >> >>> Ruslan U. Zakirov wrote: >>> >>>> You use backup software for MyISAM mysql tables, RT uses InnoDB for >>>> all tables except sessions. >>> >>> >>> >>> Well... yes. We use NetVault software along with a Dell jukebox for >>> corporate wide backups. NetVault has an APM for MySQL backups, so I >>> would like our existing backup strategy to be able to include RT. >> >> http://www.google.ru/search?q=cache:WfNt0TGnE0oJ:www.bakbone.com/docs/APM_for_MySQL_Users_Guide.pdf+NetVault+APM+MySQL+InnoDB&hl=ru >> >> Read word by word "2. The ???InnoDB??? format is not supported." >> >>> >>> Apparently, standard MySQL database files have 3 versions ( .frm, >>> .MYI, and .MYD ) because that is what the NetVault software is >>> looking for. >> >> Read this >> http://dev.mysql.com/doc/mysql/en/Storage_engines.html >> What did you say about standards? >> >>> when it does the backups. The backups are failing, however, because >>> my RT database only contains the ".frm" files. >>> >>> Can anyone tell me if what I'm seeing below is correct or if >>> something is setup incorrectly??? >> >> it's incorrect. >> >>> >>> [root at zeus mysql]# cd /var/lib/mysql/rt3 >>> [root at zeus rt3]# ls -ltr >>> total 256 >>> -rw-rw---- 1 mysql mysql 65 Jan 18 08:38 db.opt >>> -rw-rw---- 1 mysql mysql 9948 Jan 18 08:38 Users.frm >>> -rw-rw---- 1 mysql mysql 8922 Jan 18 08:38 Transactions.frm >>> -rw-rw---- 1 mysql mysql 9538 Jan 18 08:38 Tickets.frm >>> -rw-rw---- 1 mysql mysql 8834 Jan 18 08:38 >>> TicketCustomFieldValues.frm >>> -rw-rw---- 1 mysql mysql 8978 Jan 18 08:38 Templates.frm >>> -rw-rw---- 1 mysql mysql 8640 Jan 18 08:38 sessions.frm >>> -rw-rw---- 1 mysql mysql 9230 Jan 18 08:38 Scrips.frm >>> -rw-rw---- 1 mysql mysql 8936 Jan 18 08:38 >>> ScripConditions.frm >>> -rw-rw---- 1 mysql mysql 8874 Jan 18 08:38 ScripActions.frm >>> -rw-rw---- 1 mysql mysql 9084 Jan 18 08:38 Queues.frm >>> -rw-rw---- 1 mysql mysql 8680 Jan 18 08:38 Principals.frm >>> -rw-rw---- 1 mysql mysql 8898 Jan 18 08:38 Links.frm >>> -rw-rw---- 1 mysql mysql 8732 Jan 18 08:38 Groups.frm >>> -rw-rw---- 1 mysql mysql 8630 Jan 18 08:38 GroupMembers.frm >>> -rw-rw---- 1 mysql mysql 8878 Jan 18 08:38 >>> CustomFieldValues.frm >>> -rw-rw---- 1 mysql mysql 8934 Jan 18 08:38 CustomFields.frm >>> -rw-rw---- 1 mysql mysql 8752 Jan 18 08:38 >>> CachedGroupMembers.frm >>> -rw-rw---- 1 mysql mysql 8954 Jan 18 08:38 Attributes.frm >>> -rw-rw---- 1 mysql mysql 8992 Jan 18 08:38 Attachments.frm >>> -rw-rw---- 1 mysql mysql 8860 Jan 18 08:38 ACL.frm >>> -rw-rw---- 1 mysql mysql 2048 Jan 20 13:18 sessions.MYI >>> -rw-rw---- 1 mysql mysql 5308 Jan 20 13:18 sessions.MYD >>> >>> >>> >>>> From: "Ruslan U. Zakirov" >>>> To: Jeff Holst >>>> CC: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] Missing MySQL files??? >>>> Date: Fri, 21 Jan 2005 22:57:33 +0300 >>>> >>>> Jeff Holst wrote: >>>> >>>>> RT 3.2.2 >>>>> MySQL 4.1.8 >>>>> Red Hat Enterprise Linux 3.0 >>>>> >>>>> I've setup RT3 and the application seems to run fine ( I can >>>>> access, login, and use it via the web interface.) When I try to >>>>> backup my database the backup software complains "Failed to get 3 >>>>> table files for table: ACL" I've confirmed that my >>>>> /var/lib/mysql/rt3 directory does only contain ACL.frm and NOT ( >>>>> ACL.MYI and ACL.MYD ) This is true for all the tables except >>>>> "sessions" which contains all three files. >>>>> >>>>> My question is, have my RT tables been setup incorrectly? Other >>>>> databases on my system have .frm, .MYI, and .MYD files for every >>>>> table, but my instance of RT3 does not. What did I screw up? >>>> >>>> >>>> You use backup software for MyISAM mysql tables, RT uses InnoDB for >>>> all tables except sessions. >>>> http://dev.mysql.com/doc/mysql/en/Backing_up.html >>>> http://www.google.ru/search?q=site%3Adev.mysql.com+backup+InnoDB >>>> >>>>> >>>>> Thanks, >>>>> >>>>> -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 >>>> >>>> >>>> >>> >>> >> > > From sh.hancock at gmail.com Sat Jan 22 12:28:14 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Sat, 22 Jan 2005 12:28:14 -0500 Subject: [rt-users] Group Saved-Search Privileges In-Reply-To: References: <5.2.1.1.2.20050121144708.01f93c10@po14.mit.edu> Message-ID: <78c5b141050122092843c3f2de@mail.gmail.com> I have also been trying these rights out and am confused. We would like to give one group of users the ability to create saved searches only under 'My Saved Searches' and another goup with the ability to save under the 'My GroupName Saved Searches'. We would like both groups to have the ability to load and see both (Their own and group defined SavedSearches). The idea being that we don't want working group searches changed by a user who is testing something. I thought that since the rights were in the global as well as the group (edit and show) that we might be able to do this. However I have been unable to distinguish how these rights work differently (from global or group levels against a defined user group). It seems that if any of the four rights is enabled in either place it applies to both categories equally. So I have two questions: Is is possible to restrict group edits and creates and still allow a user to create/edit in 'My Saved Searches'. and how to the two locations with the rights differ? On Sat, 22 Jan 2005 09:27:55 -0500, Andy Harrison wrote: > On Fri, 21 Jan 2005 14:57:06 -0500, Stephen Turner wrote: > > A question about saved search privileges. > > Can you provide more details as to what problem you're having or what > your desired end-result is? > > -- > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Sat Jan 22 09:11:17 2005 From: boonstra at planet.nl (Sytze Boonstra) Date: Sat, 22 Jan 2005 15:11:17 +0100 Subject: [rt-users] Having multiple users logically linked together by "organization" In-Reply-To: References: Message-ID: <41F25F05.3020008@planet.nl> I guess there is a simpler solution to the requested functionality, however I could not get it to work. In my case I have changed the Selfservice site to contain not only tickets that I requested, but also a section tickets that I watch. For that I changed to code to: * 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); What I intended was the following, allow prime contacts of our customer to be on the CC: list of the customer queue (we have our RT system aranged so that we have queues per customer). I hoped that the LimitWatchers (TYPE => 'Cc',...... ) would also select tickets that are indirectly, via the queue, CC-ed. but that does not seem to work. What can I do to make that work? I have issued the same request earlier with subject ( LimitWatchers to check on Queue CC:) but got no response. Kind regards, Sytze Boonstra From jesse at bestpractical.com Sat Jan 22 15:01:16 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 22 Jan 2005 15:01:16 -0500 Subject: [rt-users] RT 3.4.0rc6 Message-ID: <20050122200116.GV24460@bestpractical.com> RT 3.4.0rc6 is now available. It features a number of small cleanups and bugfixes and some important fixes to Custom Field searching. We also integrated an important performance improvement for the ticket search page. Combined with DBIx-SearchBuilder 1.21, this version of RT should work cleanly with DBD::Oracle 1.16. Jesse Changelog since rc5: ---------------------------------------------------------------------- r3926 (orig r2131): jesse | 2005-01-22 14:43:46 -0500 r3924 at hualien: jesse | 2005-01-22T19:34:52.453359Z Bumped to 3.4.0rc6 ---------------------------------------------------------------------- r3914 (orig r2123): jesse | 2005-01-22 11:57:23 -0500 r3910 at hualien: jesse | 2005-01-22T16:06:58.731752Z Custom field searches should only search on values that haven't been deleted ---------------------------------------------------------------------- r3913 (orig r2122): jesse | 2005-01-22 11:57:11 -0500 r3909 at hualien: jesse | 2005-01-22T15:42:46.936767Z Bullet-proofing for custom fields with a set but limited number of values ---------------------------------------------------------------------- r3912 (orig r2121): jesse | 2005-01-22 11:57:01 -0500 r3907 at hualien: jesse | 2005-01-22T14:48:14.100308Z TicketSQL search fixes, especially to Custom field operations ---------------------------------------------------------------------- r3911 (orig r2120): jesse | 2005-01-22 11:53:50 -0500 r3904 at hualien: jesse | 2005-01-22T13:00:19.775653Z The column map callback was broken by performance work ---------------------------------------------------------------------- r3903 (orig r2119): jesse | 2005-01-22 06:26:14 -0500 r3902 at hualien: jesse | 2005-01-22T11:21:43.212477Z RT-Ticket: 6366 RT-Update: correspond Cleaned up the upgrade procedure to give better messages on success. Added content so it won't bomb out on errors for the 3.4 upgrades. (We could have altered the script to not error out on missing content, but that would obscure errors where the user flubbed the path. ---------------------------------------------------------------------- r3896 (orig r2116): jesse | 2005-01-19 17:20:57 -0500 r3893 at hualien: jesse | 2005-01-19T18:39:39.850646Z Updated version number used by development builds to note that this is the 3.4 series ---------------------------------------------------------------------- r3895 (orig r2115): jesse | 2005-01-19 17:20:48 -0500 r3892 at hualien: jesse | 2005-01-19T18:38:38.233900Z Added better error checking for attachment insertion failure. (This unmasked more instances of oracle brokenness) ---------------------------------------------------------------------- r3894 (orig r2114): jesse | 2005-01-19 17:20:39 -0500 r3891 at hualien: jesse | 2005-01-19T18:31:15.604733Z Minor formatting cleanups to tests ---------------------------------------------------------------------- r3887 (orig r2113): jesse | 2005-01-18 10:46:48 -0500 r3885 at hualien: jesse | 2005-01-18T15:02:02.574134Z Reimplemented RT::Users->WhoHaveRights to remove O(n^2) SQL calls. (That means it's faster now) Reimplemented SelectOwner widget to take advantage of the new WhoHaveRights ---------------------------------------------------------------------- r3886 (orig r2112): jesse | 2005-01-18 10:46:21 -0500 r3884 at hualien: jesse | 2005-01-18T14:59:19.630164Z RT-Ticket: 6352 RT-Status: resolved RT-Update: correspond Fix an invalid custom field acl check ---------------------------------------------------------------------- r3878 (orig r2109): tla | 2005-01-17 20:53:10 -0500 A script to automate testing data creation. Requires a new CPAN module, Text::Lorem. Work in progress. ---------------------------------------------------------------------- r2699 (orig r2072): jesse | 2005-01-13 02:02:25 -0500 Removed a reference to NIS ---------------------------------------------------------------------- r2698 (orig r2071): jesse | 2005-01-12 18:39:03 -0500 RT3.4 schema diagram corrected and updated. ---------------------------------------------------------------------- r2697 (orig r2070): jesse | 2005-01-11 18:58:03 -0500 Readme update to note that manual installation of Apache::DBI may be required. ---------------------------------------------------------------------- r2696 (orig r2069): zev | 2005-01-11 18:49:19 -0500 Fixed spelling and grammar mistakes in etc/RT_Config.pm.in Added some documentation and fixed whitespace in Makefile.in -- From Richard.Ellis at Sun.COM Sun Jan 23 08:19:40 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Sun, 23 Jan 2005 13:19:40 +0000 Subject: [rt-users] RT::Action::AutoOpen Message-ID: <1106486379.23112.217.camel@sr-egmp03-03> Hi guys, Overnight, users started reporting that RT was acting up. They were unable to send in tickets via email, but could create them through the GUI and could send emails out from the tool. I have checked the /etc/mail/aliases etc and that seems fine, however I am seeing this error message in the system log file RT: RT::Action::AutoOpen=HASH(0x1ba476c) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:80)\n. The server was restarted yesterday morning after an outage, where the Hard drive failed and data was ghosted to a new disk. Running Solaris 9 on SPARC RT 3.2.2 Sendmail Apache 1.3.33 with Mod_Perl Perl 5.8.5 MySQL 4.0.31 Anyone know what causes this? RT_SiteConfig file looks ok to me. MySQL has the user in it, and appears to have all the normal permissions From aharrison at gmail.com Sun Jan 23 11:27:56 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sun, 23 Jan 2005 11:27:56 -0500 Subject: [rt-users] Group Saved-Search Privileges In-Reply-To: <78c5b141050122092843c3f2de@mail.gmail.com> References: <5.2.1.1.2.20050121144708.01f93c10@po14.mit.edu> <78c5b141050122092843c3f2de@mail.gmail.com> Message-ID: On Sat, 22 Jan 2005 12:28:14 -0500, Stephen Hancock wrote: > I have also been trying these rights out and am confused. We would I'm still a little confused at what you're getting. It works fine for me though, so I'll tell you how I have it set up. I have very little in the global group permissions section, basically just management has EditSavedSearches. No global user rights at all. Then the rights are doled out under the individual groups. I have a group "Support" (a collection of related groups) that has ShowSavedSearches. Group CSS_TL (customer service team leaders group) is a member of Support, but the CSS_TL has EditSavedSearches right where Support does not. HTH. -- Andy Harrison From rickm at 3d3.com Mon Jan 24 00:04:24 2005 From: rickm at 3d3.com (Rick Measham) Date: Mon, 24 Jan 2005 16:04:24 +1100 Subject: [rt-users] RT::Condition::UntouchedInHours Message-ID: <1106543064.4111.4.camel@rickm.local> Where is RT::Condition::UntouchedInHours? I'm trying to find it as it's mentioned in the examples in rt-crontool, but doesn't seem to exist (grep can't find it in the install directory leading me to think I'm dreaming when I use it without getting an error message) There's also no mention of it in the Wiki ... Please put me out of my misery! 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 Jarrod.Loidl at its.monash.edu.au Mon Jan 24 00:39:16 2005 From: Jarrod.Loidl at its.monash.edu.au (Jarrod Loidl) Date: Mon, 24 Jan 2005 16:39:16 +1100 Subject: [rt-users] "Could not load a valid user"? Message-ID: <1106545156.4282.74.camel@w-cl28-107-e8.its.monash.edu.au> Hi Currently I am dealing with an issue in RTIR where it will consistenly return the following error message upon all email based replies from someone not created in RTIR: -- RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (blah at blah.monash.edu.au). You might need to grant 'Everyone' the right 'CreateTicket' for the queue Incident Reports. -- I have complied with the instructions as stipulated above and still receive the same error. Has anyone else encountered this? And if so, how did you fix this? Thanks in advance, -- Jarrod Loidl IT Security of Infrastructure Services, Information Technology Services, Monash University - Clayton Phone: +61 3 99052055 Fax: +61 3 99054746 From matthew.watson at staff.netspace.net.au Mon Jan 24 05:30:34 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Mon, 24 Jan 2005 21:30:34 +1100 Subject: [rt-users] Query builder losing the query Message-ID: <56F211C5E3F24F47B103EA1B253822BE460ED5@vic-cr-ex1.staff.netspace.net.au> This is a followup on issues I was having with Query Builder losing the query, After a lot of testing and playing around, turned out it wasn't just the query that was vanishing, but the entire session wasn't being relocated/saved correctly. After a lot of playing around, it seems the sessions where getting truncated when being retrieved from the database when using Apache::Session::Oracle In SearchBuilder/Handle/Oracle.pm $self->dbh->{LongTruncOk}=1; $self->dbh->{LongReadLen}= 8000; Seems the session is getting larger than this, which of course gives problems when the session is retrieved. Also, Apache::Session::Oracle seems to want you to set this in its arguments, even if it is already set on the database handle. So, locally I've changed SearchBuilder/Handle/Oracle.pm to $self->dbh->{LongReadLen}= 10485760 And in ~rt/local/html/Elements/SetupSessionCookie I have added Commit => 0, LongReadLen => 10485760 To the session setups. Hope this helps anyone having these issues :) Regards, Matt. > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, January 05, 2005 11:56 AM > To: Matthew Watson > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Query builder losing the query > > > > On Wed, Jan 05, 2005 at 02:39:27PM +1100, Matthew Watson wrote: > > Hi, > > > > > > > > I seem to recalled seeing this before, but I couldn't find it in my > > history. So I apologise if this has been over. > > > > > > > > I am running RT 3.2.2 > > > > > Try the 3.2.3 prerelease? > > > > I notice, when you build a search, then click on a ticket, then go back > > to the Query Builder, the query is gone. > > > > > > > > Now, firstly I'm unclear if this is a problem, or if this is how rt3 is > > meant to work (it doesn't work like this is rt2). And > > > > Secondly, if it is an issue, is there a fix floating around for it? > > > > > > > > Cheers. > > > > > > > > > > > > Regards > > > > > > > > -- > > > > Matthew Watson > > > > Netspace Online Systems > > > > (03) 98110010 > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From asachs at clue.co.za Mon Jan 24 06:18:56 2005 From: asachs at clue.co.za (Andre Sachs) Date: Mon, 24 Jan 2005 13:18:56 +0200 Subject: [rt-users] HTML auto replies Message-ID: <1106565536.7737.32.camel@ashlet> Hi All, I have a customer that we run RT (3.0.11) for and they would like to know how to send auto replies in HTML. Having a brief look at the problem it occurs to me that the Content-Length header would need to be calculated for the message before it is sent. Has anyone done this yet ? Kind regards, Andre From rmreis at cpqd.com.br Mon Jan 24 06:56:36 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 24 Jan 2005 09:56:36 -0200 Subject: [rt-users] Custom Fields in SelfService Page Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F87@MAILSRV1.aquarius.cpqd.com.br> Hello There!!! Is it possible to show custom fields in html pages (i.e. Create.html) located in "SelfService" directory?? Because I use this model pages when I want that user just view a simple layout.... it's ocurrs when I unchecked "Let this user be granted rigths" in users properties. For example, when a user select a queue (in SelfService/Create.html), the page automatically reload and show the custom field related that on queue. Is there a way to solve this? Thank's for 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 jesse at bestpractical.com Mon Jan 24 07:23:38 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Jan 2005 07:23:38 -0500 Subject: [rt-users] Custom Fields in SelfService Page In-Reply-To: <097013530AD6F24F8D21F7CABCB26A252D7F87@MAILSRV1.aquarius.cpqd.com.br> References: <097013530AD6F24F8D21F7CABCB26A252D7F87@MAILSRV1.aquarius.cpqd.com.br> Message-ID: <20050124122338.GC24460@bestpractical.com> On Mon, Jan 24, 2005 at 09:56:36AM -0200, Rodolfo de Moraes Reis wrote: > Hello There!!! > > Is it possible to show custom fields in html pages (i.e. Create.html) located in "SelfService" directory?? Because I use this model pages when I want that user just view a simple layout.... it's ocurrs when I unchecked "Let this user be granted rigths" in users properties. > > For example, when a user select a queue (in SelfService/Create.html), the page automatically reload and show the custom field related that on queue. Is there a way to solve this? > RT 3.4 provides support for custom fields in self service > Thank's for 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 aharrison at gmail.com Mon Jan 24 09:04:37 2005 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 24 Jan 2005 09:04:37 -0500 Subject: [rt-users] RT::Condition::UntouchedInHours In-Reply-To: <1106543064.4111.4.camel@rickm.local> References: <1106543064.4111.4.camel@rickm.local> Message-ID: On Mon, 24 Jan 2005 16:04:24 +1100, Rick Measham wrote: > Where is RT::Condition::UntouchedInHours? I'm trying to find it as it's > mentioned in the examples in rt-crontool, but doesn't seem to exist > (grep can't find it in the install directory leading me to think I'm > dreaming when I use it without getting an error message) > > There's also no mention of it in the Wiki ... > > Please put me out of my misery! It's just an example. It doesn't actually exist. Use RT::Condition::Overdue instead. Writing UntouchedInHours yourself is also fairly simple, it's not a complicated script. -- Andy Harrison From roman.hochuli at nexellent.ch Mon Jan 24 09:13:14 2005 From: roman.hochuli at nexellent.ch (Roman Hochuli) Date: Mon, 24 Jan 2005 15:13:14 +0100 Subject: [rt-users] RT talking with RT Message-ID: <41F5027A.4000901@nexellent.ch> Hello List We have a, well, "strange" behaviour here when two different RT instances are talking to eachother. It seems that when RT1 is sending a mail to RT2 to open a ticket RT2 is not sending out an Autoreply-Message even tough the global scrips are inplace which do so. This seems to be an RT-RT-speciality because if a "human" is sending a mail to RT2 the autoreply works. Is this behaviour planned that way? If so: is the only possibility to create an Autoreply back some kind of UserDefined-Scrip? I have read thru the wiki and I tried to look into the archives but without beeing able to search in the archives it this is not really useful... :( Thank you for your help. -- Kind regards, Roman Hochuli Operations Manager Nexellent AG Saegereistrasse 29 8152 Glattbrugg Switzerland Tel +41-44-5623040 Fax +41-44-5623041 X-NCC-RegID: ch.nexellent Imagination is the one weapon in the war against reality. -- Jules de Gaultier From Matthias.Fenner at advanced.info Mon Jan 24 10:08:15 2005 From: Matthias.Fenner at advanced.info (Matthias Fenner) Date: Mon, 24 Jan 2005 16:08:15 +0100 Subject: Antw: Re: [rt-users] RT3 - Attachments and more... [ Virus checked by www.virusguard.de ] Message-ID: Im using mod-perl ! I installed the rt-3.2.2 on debian/sarge by myself. PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason PerlSetVar MasonCompRoot /opt/rt3/var/ PerlSetVar MasonDataDir /var/lib/mason but now im a little bit confused : Did apt-get overwrite the mod installed by the rt-install script - maybe thats why this mod iss still buggy ! the apache-access.log part iss attached! >>> Jesse Vincent 14:47:19 20.01.2005 >>> On Mon, Jan 17, 2005 at 01:05:58PM +0100, Matthias Fenner wrote: > I have a few problems with your requestracker3 and rt-FAQ-Manager and I think I m at the rigt place to find a solution. > > At first, some version-information > ----------------------------------------------------------------------------------------------------------------------- > System: Linux intranet 2.4.27-1-386 #1 Fri Sep 3 06:24:46 UTC 2004 i686 GNU/Linux > Apache: Apache/1.3.33 (Debian Sarge GNU/Linux) Built: (Nov 18 2004 11:09:51) > Postgres: 7.4.6-4 > php4: 4.3.9-1 > RT3: 3.2.2 > RTFM: 2.0.1 You don't mention whether you're using mod_perl of FastCGI for RT. Both these issues sound like they could be caused by a buggy mod_perl build. > ----------------------------------------------------------------------------------------------------------------------- > > 1.)At first we are impossible to attach files to tickets. > The comment appears twice with no attachment. Just a simple : > "Subject: [NAME of Attachment]" , > is at the end of the comment. > Note : Plaintext attachments (Like .bat files) get directly quoted to the comment - Dont ask me why ! > > 2.)Our secound problem is the RTFM: > I think there is a maximal URL limit which makes it impossible to post FAQs that are longer than 4096 Charakters. > The only workaround was to split the faq into small pieces, which is not optimal. > > And now my questions ... > > How to solve this problems ... and what do you need to know :D ? > > > Thanks in advance > Matthias Fenner > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: error-apache-access.txt URL: From rmreis at cpqd.com.br Mon Jan 24 10:10:22 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 24 Jan 2005 13:10:22 -0200 Subject: [rt-users] RES: Custom Fields in SelfService Page Message-ID: <097013530AD6F24F8D21F7CABCB26A250110C010@MAILSRV1.aquarius.cpqd.com.br> Where is the link to download the new version? I didn't find in Best Practical's site! Thank's again!!! Rodolfo. Brazil -----Mensagem original----- De: Jesse Vincent [mailto:jesse at bestpractical.com] Enviada em: segunda-feira, 24 de janeiro de 2005 10:24 Para: Rodolfo de Moraes Reis Cc: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Custom Fields in SelfService Page On Mon, Jan 24, 2005 at 09:56:36AM -0200, Rodolfo de Moraes Reis wrote: > Hello There!!! > > Is it possible to show custom fields in html pages (i.e. Create.html) located in "SelfService" directory?? Because I use this model pages when I want that user just view a simple layout.... it's ocurrs when I unchecked "Let this user be granted rigths" in users properties. > > For example, when a user select a queue (in SelfService/Create.html), the page automatically reload and show the custom field related that on queue. Is there a way to solve this? > RT 3.4 provides support for custom fields in self service > Thank's for 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 Richard.Ellis at Sun.COM Mon Jan 24 10:21:53 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Mon, 24 Jan 2005 15:21:53 +0000 (GMT) Subject: [rt-users] Re: RT::Action error Message-ID: <3d1b9f3d1efb.3d1efb3d1b9f@gadget-mail1.uk.sun.com> Hi, Following on from my previous error, also now seeing this message in the log files: RT::Action::ExtractCustomFieldValues=HASH(0x1cd3278) was created without a CurrentUser\n1 (/opt/rt3/lib/R The common theme seems to be CurrentUser. Not sure how to debug this one. Anyone have any ideas? Rik ----- Original Message ----- From: rt-users-request at lists.bestpractical.com Date: Monday, January 24, 2005 3:05 pm Subject: RT-Users Digest, Vol 10, Issue 68 > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. RT::Condition::UntouchedInHours (Rick Measham) > 2. "Could not load a valid user"? (Jarrod Loidl) > 3. RE: Query builder losing the query (Matthew Watson) > 4. HTML auto replies (Andre Sachs) > 5. Custom Fields in SelfService Page (Rodolfo de Moraes Reis) > 6. Re: Custom Fields in SelfService Page (Jesse Vincent) > 7. Re: RT::Condition::UntouchedInHours (Andy Harrison) > 8. RT talking with RT (Roman Hochuli) > 9. Antw: Re: [rt-users] RT3 - Attachments and more... [ Virus > checked by www.virusguard.de ] (Matthias Fenner) > > > -------------------------------------------------------------------- > -- > > Message: 1 > Date: Mon, 24 Jan 2005 16:04:24 +1100 > From: Rick Measham > Subject: [rt-users] RT::Condition::UntouchedInHours > To: RT Users > Message-ID: <1106543064.4111.4.camel at rickm.local> > Content-Type: text/plain; charset="us-ascii" > > Where is RT::Condition::UntouchedInHours? I'm trying to find it as > it'smentioned in the examples in rt-crontool, but doesn't seem to > exist(grep can't find it in the install directory leading me to > think I'm > dreaming when I use it without getting an error message) > > There's also no mention of it in the Wiki ... > > Please put me out of my misery! > > Cheers! > Rick > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 189 bytes > Desc: This is a digitally signed message part > Url : http://bestpractical.com/pipermail/rt- > users/attachments/20050124/9754138f/attachment-0001.pgp > > ------------------------------ > > Message: 2 > Date: Mon, 24 Jan 2005 16:39:16 +1100 > From: Jarrod Loidl > Subject: [rt-users] "Could not load a valid user"? > To: rt-users at lists.bestpractical.com > Message-ID: <1106545156.4282.74.camel at w-cl28-107-e8.its.monash.edu.au> > Content-Type: text/plain > > Hi > > Currently I am dealing with an issue in RTIR where it will consistenly > return the following error message upon all email based replies from > someone not created in RTIR: > > -- > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email > (blah at blah.monash.edu.au). > You might need to grant 'Everyone' the right 'CreateTicket' for the > queue Incident Reports. > -- > I have complied with the instructions as stipulated above and still > receive the same error. > > Has anyone else encountered this? And if so, how did you fix this? > > Thanks in advance, > > -- > Jarrod Loidl > IT Security of Infrastructure Services, > Information Technology Services, Monash University - Clayton > Phone: +61 3 99052055 Fax: +61 3 99054746 > > > > ------------------------------ > > Message: 3 > Date: Mon, 24 Jan 2005 21:30:34 +1100 > From: "Matthew Watson" > Subject: RE: [rt-users] Query builder losing the query > To: "Jesse Vincent" > Cc: rt-users at lists.bestpractical.com > Message-ID: > <56F211C5E3F24F47B103EA1B253822BE460ED5 at vic-cr- > ex1.staff.netspace.net.au> > Content-Type: text/plain; charset="us-ascii" > > This is a followup on issues I was having with Query Builder losing > thequery, After a lot of testing and playing around, turned out it > wasn'tjust the query that was vanishing, but the entire session > wasn't being > relocated/saved correctly. > > After a lot of playing around, it seems the sessions where getting > truncated when being retrieved from the database when using > Apache::Session::Oracle > > In SearchBuilder/Handle/Oracle.pm > > $self->dbh->{LongTruncOk}=1; > $self->dbh->{LongReadLen}= 8000; > > Seems the session is getting larger than this, which of course gives > problems when the session is retrieved. > > Also, Apache::Session::Oracle seems to want you to set this in its > arguments, even if it is already set on the database handle. > > So, locally I've changed > SearchBuilder/Handle/Oracle.pm to > > $self->dbh->{LongReadLen}= 10485760 > > And in ~rt/local/html/Elements/SetupSessionCookie > > I have added > > Commit => 0, > LongReadLen => 10485760 > > To the session setups. > > Hope this helps anyone having these issues :) > > Regards, > Matt. > > > > -----Original Message----- > > From: Jesse Vincent [jesse at bestpractical.com] > > Sent: Wednesday, January 05, 2005 11:56 AM > > To: Matthew Watson > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Query builder losing the query > > > > > > > > On Wed, Jan 05, 2005 at 02:39:27PM +1100, Matthew Watson wrote: > > > Hi, > > > > > > > > > > > > I seem to recalled seeing this before, but I couldn't find it > in my > > > history. So I apologise if this has been over. > > > > > > > > > > > > I am running RT 3.2.2 > > > > > > > > Try the 3.2.3 prerelease? > > > > > > I notice, when you build a search, then click on a ticket, then go > back > > > to the Query Builder, the query is gone. > > > > > > > > > > > > Now, firstly I'm unclear if this is a problem, or if this is > how rt3 > is > > > meant to work (it doesn't work like this is rt2). And > > > > > > Secondly, if it is an issue, is there a fix floating around for > it?> > > > > > > > > > > Cheers. > > > > > > > > > > > > > > > > > > Regards > > > > > > > > > > > > -- > > > > > > Matthew Watson > > > > > > Netspace Online Systems > > > > > > (03) 98110010 > > > > > > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- > > This email and any files transmitted with it are confidential and > intended solely for the > use of the individual or entity to whom they are addressed. Please > notify the sender > immediately by email if you have received this email by mistake and > delete this email > from your system. Please note that any views or opinions presented > in this email are solely > those of the author and do not necessarily represent those of the > organisation. > Finally, the recipient should check this email and any attachments > for the presence of > viruses. The organisation accepts no liability for any damage > caused by any virus > transmitted by this email. > > > > ------------------------------ > > Message: 4 > Date: Mon, 24 Jan 2005 13:18:56 +0200 > From: Andre Sachs > Subject: [rt-users] HTML auto replies > To: rt-users at lists.bestpractical.com > Message-ID: <1106565536.7737.32.camel at ashlet> > Content-Type: text/plain > > Hi All, > > I have a customer that we run RT (3.0.11) for and they would like to > know how to send auto replies in HTML. > > Having a brief look at the problem it occurs to me that the > Content-Length header would need to be calculated for the message > beforeit is sent. > > Has anyone done this yet ? > > Kind regards, > Andre > > > > > > > > > > ------------------------------ > > Message: 5 > Date: Mon, 24 Jan 2005 09:56:36 -0200 > From: "Rodolfo de Moraes Reis" > Subject: [rt-users] Custom Fields in SelfService Page > To: > Message-ID: > <097013530AD6F24F8D21F7CABCB26A252D7F87 at MAILSRV1.aquarius.cpqd.com.br> > Content-Type: text/plain; charset="iso-8859-1" > > Hello There!!! > > Is it possible to show custom fields in html pages (i.e. > Create.html) located in "SelfService" directory?? Because I use > this model pages when I want that user just view a simple > layout.... it's ocurrs when I unchecked "Let this user be granted > rigths" in users properties. > > For example, when a user select a queue (in > SelfService/Create.html), the page automatically reload and show > the custom field related that on queue. Is there a way to solve this? > > Thank's for 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 > > > > > ------------------------------ > > Message: 6 > Date: Mon, 24 Jan 2005 07:23:38 -0500 > From: Jesse Vincent > Subject: Re: [rt-users] Custom Fields in SelfService Page > To: Rodolfo de Moraes Reis > Cc: rt-users at lists.bestpractical.com > Message-ID: <20050124122338.GC24460 at bestpractical.com> > Content-Type: text/plain; charset=us-ascii > > > > > On Mon, Jan 24, 2005 at 09:56:36AM -0200, Rodolfo de Moraes Reis > wrote:> Hello There!!! > > > > Is it possible to show custom fields in html pages (i.e. > Create.html) located in "SelfService" directory?? Because I use > this model pages when I want that user just view a simple > layout.... it's ocurrs when I unchecked "Let this user be granted > rigths" in users properties. > > > > For example, when a user select a queue (in > SelfService/Create.html), the page automatically reload and show > the custom field related that on queue. Is there a way to solve this? > > > > RT 3.4 provides support for custom fields in self service > > > Thank's for 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 > > > > -- > > > ------------------------------ > > Message: 7 > Date: Mon, 24 Jan 2005 09:04:37 -0500 > From: Andy Harrison > Subject: Re: [rt-users] RT::Condition::UntouchedInHours > To: Rick Measham > Cc: RT Users > Message-ID: > Content-Type: text/plain; charset=US-ASCII > > On Mon, 24 Jan 2005 16:04:24 +1100, Rick Measham > wrote:> Where is RT::Condition::UntouchedInHours? I'm trying to > find it as it's > > mentioned in the examples in rt-crontool, but doesn't seem to exist > > (grep can't find it in the install directory leading me to think I'm > > dreaming when I use it without getting an error message) > > > > There's also no mention of it in the Wiki ... > > > > Please put me out of my misery! > > It's just an example. It doesn't actually exist. Use > RT::Condition::Overdue instead. Writing UntouchedInHours yourself is > also fairly simple, it's not a complicated script. > > > -- > Andy Harrison > > > ------------------------------ > > Message: 8 > Date: Mon, 24 Jan 2005 15:13:14 +0100 > From: Roman Hochuli > Subject: [rt-users] RT talking with RT > To: rt-users at lists.bestpractical.com > Message-ID: <41F5027A.4000901 at nexellent.ch> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hello List > > We have a, well, "strange" behaviour here when two different RT > instances are talking to eachother. It seems that when RT1 is > sending a > mail to RT2 to open a ticket RT2 is not sending out an Autoreply- > Message > even tough the global scrips are inplace which do so. This seems to > be > an RT-RT-speciality because if a "human" is sending a mail to RT2 > the > autoreply works. > > Is this behaviour planned that way? > If so: is the only possibility to create an Autoreply back some > kind of > UserDefined-Scrip? > > I have read thru the wiki and I tried to look into the archives but > without beeing able to search in the archives it this is not really > useful... :( > > Thank you for your help. > > -- > Kind regards, > Roman Hochuli > Operations Manager > > Nexellent AG > Saegereistrasse 29 > 8152 Glattbrugg > Switzerland > Tel +41-44-5623040 > Fax +41-44-5623041 > X-NCC-RegID: ch.nexellent > > Imagination is the one weapon in the war against reality. > -- Jules de Gaultier > > > ------------------------------ > > Message: 9 > Date: Mon, 24 Jan 2005 16:08:15 +0100 > From: "Matthias Fenner" > Subject: Antw: Re: [rt-users] RT3 - Attachments and more... [ Virus > checked by www.virusguard.de ] > To: > Cc: rt-users at lists.bestpractical.com > Message-ID: > Content-Type: text/plain; charset="us-ascii" > > Im using mod-perl ! > > > I installed the rt-3.2.2 on debian/sarge by myself. > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > SetHandler perl-script > PerlHandler RT::Mason > PerlSetVar MasonCompRoot /opt/rt3/var/ > PerlSetVar MasonDataDir /var/lib/mason > > but now im a little bit confused : > Did apt-get overwrite the mod installed by the rt-install script - > maybe thats why this mod iss still buggy ! > > > the apache-access.log part iss attached! > > > > >>> Jesse Vincent 14:47:19 20.01.2005 >>> > > On Mon, Jan 17, 2005 at 01:05:58PM +0100, Matthias Fenner wrote: > > I have a few problems with your requestracker3 and rt-FAQ-Manager > and I think I m at the rigt place to find a solution. > > > > At first, some version-information > > ------------------------------------------------------------------ > ----------------------------------------------------- > > System: Linux intranet 2.4.27-1-386 #1 Fri Sep 3 06:24:46 > UTC 2004 i686 GNU/Linux > > Apache: Apache/1.3.33 (Debian Sarge GNU/Linux) Built: (Nov > 18 2004 11:09:51) > > Postgres: 7.4.6-4 > > php4: 4.3.9-1 > > RT3: 3.2.2 > > RTFM: 2.0.1 > > You don't mention whether you're using mod_perl of FastCGI for RT. > Boththese issues sound like they could be caused by a buggy > mod_perl build. > > > ------------------------------------------------------------------ > ----------------------------------------------------- > > > > 1.)At first we are impossible to attach files to tickets. > > The comment appears twice with no attachment. Just a simple : > > "Subject: [NAME of Attachment]" , > > is at the end of the comment. > > Note : Plaintext attachments (Like .bat files) get directly > quoted to the comment - Dont ask me why ! > > > > 2.)Our secound problem is the RTFM: > > I think there is a maximal URL limit which makes it impossible to > post FAQs that are longer than 4096 Charakters. > > The only workaround was to split the faq into small pieces, which > is not optimal. > > > > And now my questions ... > > > > How to solve this problems ... and what do you need to know :D ? > > > > > > Thanks in advance > > Matthias Fenner > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Administrator and Developer training is coming to your town > soon! (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- > > > > -------------- next part -------------- > 192.168.19.100 - - [24/Jan/2005:15:46:20 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "https://rt.advanced.info/Ticket/Update.html?Action=Comment&id=29" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" "-" > 192.168.19.100 - - [24/Jan/2005:15:46:21 +0100] "GET > /Ticket/Update.html?Action=Comment&id=29 HTTP/1.1" 200 16585 > "https://rt.advanced.info/index.html?q=29" "Mozilla/5.0 (Windows; > U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" "-" > 192.168.19.100 - - [24/Jan/2005:15:46:31 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "https://rt.advanced.info/Ticket/Update.html?menu=Jump+to+...&QuoteTransaction=&DefaultStatus=resolved&Action=Comment&Status=&Owner=&UpdateTimeWorked=&id=29&UpdateType=private&UpdateSubject=Testosteronie&UpdateCc=&UpdateBcc=&Attach=NTDETECT.COM&AddMoreAttach=Add+More+Files&UpdateAttach=1&RTFM_Content=&RTFM-Include-Article-Named=&UpdateContent=" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" "-" > 192.168.19.100 - - [24/Jan/2005:15:46:32 +0100] "GET > /Ticket/Update.html?menu=Jump+to+...&QuoteTransaction=&DefaultStatus=resolved&Action=Comment&Status=&Owner=&UpdateTimeWorked=&id=29&UpdateType=private&UpdateSubject=Testosteronie&UpdateCc=&UpdateBcc=&Attach=NTDETECT.COM&AddMoreAttach=Add+More+Files&UpdateAttach=1&RTFM_Content=&RTFM-Include-Article-Named=&UpdateContent= HTTP/1.1" 200 16817 "https://rt.advanced.info/Ticket/Update.html?Action=Comment&id=29" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" "-" > 192.168.19.100 - - [24/Jan/2005:15:47:32 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "https://rt.advanced.info/Ticket/Update.html?menu=Jump+to+...&QuoteTransaction=&DefaultStatus=resolved&Action=Comment&Status=&Owner=&UpdateTimeWorked=&id=29&UpdateType=private&UpdateSubject=Testosteronie&UpdateCc=&UpdateBcc=&Attach=&UpdateAttach=1&RTFM_Content=&RTFM-Include-Article-Named=&UpdateContent=und+noch+ein+test+...+%0D%0A%0D%0Ajesse+%28master%29+sagt+%3A+mod_perl+iss+buggy%0D%0Aich+sag+%3A+postgres+%40+sarge&SubmitTicket=Update+Ticket" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" "-" > 192.168.19.100 - - [24/Jan/2005:15:47:36 +0100] "GET > /Ticket/Update.html?menu=Jump+to+...&QuoteTransaction=&DefaultStatus=resolved&Action=Comment&Status=&Owner=&UpdateTimeWorked=&id=29&UpdateType=private&UpdateSubject=Testosteronie&UpdateCc=&UpdateBcc=&Attach=&UpdateAttach=1&RTFM_Content=&RTFM-Include-Article-Named=&UpdateContent=und+noch+ein+test+...+%0D%0A%0D%0Ajesse+%28master%29+sagt+%3A+mod_perl+iss+buggy%0D%0Aich+sag+%3A+postgres+%40+sarge&SubmitTicket=Update+Ticket HTTP/1.1" 200 28175 "https://rt.advanced.info/Ticket/Update.html?menu=Jump+to+...&QuoteTransaction=&DefaultStatus=resolved&Action=Comment&Status=&Owner=&UpdateTimeWorked=&id=29&UpdateType=private&UpdateSubject=Testosteronie&UpdateCc=&UpdateBcc=&Attach=NTDETECT.COM&AddMoreAttach=Add+More+Files&UpdateAttach=1&RTFM_Content=&RTFM-Include-Article-Named=&UpdateContent=" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" "-" > 192.168.19.141 - - [24/Jan/2005:15:48:12 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "http://rt/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=3158" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" "-" > 192.168.19.141 - - [24/Jan/2005:15:48:14 +0100] "GET > /Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=3158 HTTP/1.1" 200 20622 "http://rt/Ticket/Display.html?id=3158" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:49:54 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "http://rt.adinfo.de/Ticket/Display.html?id=3193" "Mozilla/5.0 > (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 > Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:49:56 +0100] "GET > /Ticket/Display.html?id=3193 HTTP/1.1" 200 23933 > "http://rt.adinfo.de/Search/Results.html?Query=Queue%20=%20'Support%20HO'%20AND%20(Status%20=%20'open'%20OR%20Status%20=%20'new')&Rows=50" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:50:01 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "http://rt.adinfo.de/Ticket/Display.html?Status=open&id=3193" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:50:03 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "http://rt.adinfo.de/Ticket/Display.html?Action=Take&id=3193" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:50:04 +0100] "GET > /Ticket/Display.html?Status=open&id=3193 HTTP/1.1" 200 21659 > "http://rt.adinfo.de/Ticket/Display.html?id=3193" "Mozilla/5.0 > (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 > Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:50:06 +0100] "GET > /Ticket/Display.html?Action=Take&id=3193 HTTP/1.1" 200 25978 > "http://rt.adinfo.de/Ticket/Display.html?Status=open&id=3193" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:50:51 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "http://rt.adinfo.de/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=3193" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:50:52 +0100] "GET > /Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=3193 HTTP/1.1" 200 16598 "http://rt.adinfo.de/Ticket/Display.html?Action=Take&id=3193" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:52:00 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "http://rt.adinfo.de/Ticket/Update.html?menu=Jump+to+...&QuoteTransaction=&DefaultStatus=resolved&Action=Comment&Status=resolved&Owner=&UpdateTimeWorked=&id=3193&UpdateType=private&UpdateSubject=Interspare%2FFr.Diekmann%3A+Fibufragen+zu+einer+bestimmten+Buchung&UpdateCc=&UpdateBcc=&Attach=&UpdateAttach=1&RTFM_Content=&RTFM-Include-Article-Named=&UpdateContent=Buchung+wurde+nach+Absprache+mit+dem+Steuerberater+gemacht.&SubmitTicket=Update+Ticket" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:52:03 +0100] "GET > /Ticket/Update.html?menu=Jump+to+...&QuoteTransaction=&DefaultStatus=resolved&Action=Comment&Status=resolved&Owner=&UpdateTimeWorked=&id=3193&UpdateType=private&UpdateSubject=Interspare%2FFr.Diekmann%3A+Fibufragen+zu+einer+bestimmten+Buchung&UpdateCc=&UpdateBcc=&Attach=&UpdateAttach=1&RTFM_Content=&RTFM-Include-Article-Named=&UpdateContent=Buchung+wurde+nach+Absprache+mit+dem+Steuerberater+gemacht.&SubmitTicket=Update+Ticket HTTP/1.1" 200 27942 "http://rt.adinfo.de/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=3193" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:52:06 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 "http://rt.adinfo.de/" > "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) > Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:52:08 +0100] "GET / HTTP/1.1" > 200 26977 > "http://rt.adinfo.de/Ticket/Update.html?menu=Jump+to+...&QuoteTransaction=&DefaultStatus=resolved&Action=Comment&Status=resolved&Owner=&UpdateTimeWorked=&id=3193&UpdateType=private&UpdateSubject=Interspare%2FFr.Diekmann%3A+Fibufragen+zu+einer+bestimmten+Buchung&UpdateCc=&UpdateBcc=&Attach=&UpdateAttach=1&RTFM_Content=&RTFM-Include-Article-Named=&UpdateContent=Buchung+wurde+nach+Absprache+mit+dem+Steuerberater+gemacht.&SubmitTicket=Update+Ticket" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:52:09 +0100] "GET > /NoAuth/webrt.css HTTP/1.1" 200 7316 > "http://rt.adinfo.de/Search/Results.html?Query=Queue%20=%20'Support%20HO'%20AND%20(Status%20=%20'open'%20OR%20Status%20=%20'new')&Rows=50" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > 192.168.19.153 - - [24/Jan/2005:15:52:10 +0100] "GET > /Search/Results.html?Query=Queue%20=%20'Support%20HO'%20AND%20(Status%20=%20'open'%20OR%20Status%20=%20'new')&Rows=50 HTTP/1.1" 200 20631 "http://rt.adinfo.de/" "Mozilla/5.0 (Windows; U; Windows NT 5.1; de-DE; rv:1.7.5) Gecko/20041122 Firefox/1.0" "-" > > > ------------------------------ > > _______________________________________________ > 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 10, Issue 68 > **************************************** > From rajmen at olemiss.edu Mon Jan 24 10:34:37 2005 From: rajmen at olemiss.edu (Rajesh Menon) Date: Mon, 24 Jan 2005 09:34:37 -0600 Subject: [rt-users] RE: Undefined subroutine &Scalar::Util::weaken In-Reply-To: <1E3986BC622E2E4FA5A67B6ADC49D7AF8DDE42@umcal-backup> Message-ID: <1E3986BC622E2E4FA5A67B6ADC49D7AF0BCF64@umcal-backup> I am running RedHat Enterprise AS 3.0 on a Dell PowerEdge 2650 server. Apache version is 1.3.31 and mod_perl is 1.29. The default version of perl is 5.8.0 (came with RedHat). RT was using this version before. I think an update of packages messed it up. I didn't have to upgrade anything. All I did was to re-compile mod_perl and apache. Also I recompiled RT to use perl 5.8.6 (which I installed on an alternate location leaving the default perl intact). Hope this answers your question. Raj Rajesh Menon Systems Administrator 311 Powers Hall 662-915-3862 -----Original Message----- From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Sent: Thursday, January 20, 2005 3:31 AM To: rajmen at olemiss.edu Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: Undefined subroutine &Scalar::Util::weaken Rajesh Menon wrote: > Thanks to Mathew Walker's (lmw94002 at hotmail.com) suggestion, I fixed the > problem. I recompiled mod_perl and apache .. that did the trick!!. It is > working without any problems now. Only mod_perl & apache and that did the trick? Did you upgrade its versions? What system do you have? Was it distro packages before? Give us more info about your distro. This question should be documented on the wiki. > > Raj > > Rajesh Menon > Systems Administrator > 311 Powers Hall > 662-915-3862 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 iqbala-rt-users at qwestip.net Mon Jan 24 11:42:05 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 24 Jan 2005 11:42:05 -0500 Subject: [rt-users] Failover/Loadbalance Message-ID: <20050124164205.GA29045@qwestip.net> Hi All I am looking for a solution of RT3.2.2 with Mysql 4.0.13 (or higher that RT recommends) under Solaris 8 to setup as Loadbalance/failover/cluster through the WAN. I know mysql 4.1.x supports clustering. Not sure if Apache does anything like that or not. But just to stick with RT's recommendation I think mysql 4.1 is not recommended yet. Has anyone done any setup similar to this? Any feedback is appreciated. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "...it said: Install Windows XP or better...so I installed Solaris..." From llsousa at ualg.pt Mon Jan 24 11:56:09 2005 From: llsousa at ualg.pt (Luis Sousa) Date: Mon, 24 Jan 2005 16:56:09 +0000 Subject: [rt-users] Watch ticket on queue In-Reply-To: <41EBA46F.7040704@ualg.pt> References: <41EBA46F.7040704@ualg.pt> Message-ID: <41F528A9.2020709@ualg.pt> I supose I can do it just using AdmiCc on queues and the creating a scrip, on action queue change, notify AdminCc. The only problem I see in this solution is that on ticket change all the queue's admin will be notified as well. Comments are welcome. Luis Sousa Luis Sousa wrote: > Hi all, > > Is it possible to write a scrip that sends an e-mail to all queue's > watchers when a new ticket is added to the queue? > Where can I found documentation to write user defined condition and > user defined action using RT 3.0.12? > > Thanks in advance. > Luis Sousa > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, 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 stefan at van-boxmer.de Mon Jan 24 12:00:44 2005 From: stefan at van-boxmer.de (Stefan Fischer) Date: Mon, 24 Jan 2005 18:00:44 +0100 Subject: [rt-users] RT 3.2.2 - Custom Scrip Conditions on Custom Field changes In-Reply-To: References: <41F0AE61.5020708@van-boxmer.de> Message-ID: <41F529BC.8060808@van-boxmer.de> An HTML attachment was scrubbed... URL: From mloftis at wgops.com Mon Jan 24 12:00:46 2005 From: mloftis at wgops.com (Michael Loftis) Date: Mon, 24 Jan 2005 10:00:46 -0700 Subject: [rt-users] Failover/Loadbalance In-Reply-To: <20050124164205.GA29045@qwestip.net> References: <20050124164205.GA29045@qwestip.net> Message-ID: --On Monday, January 24, 2005 11:42 -0500 Asif Iqbal wrote: > Hi All > > I am looking for a solution of RT3.2.2 with Mysql 4.0.13 (or higher that > RT recommends) under Solaris 8 to setup as Loadbalance/failover/cluster > through the WAN. I know mysql 4.1.x supports clustering. Not sure if > Apache does anything like that or not. But just to stick with RT's > recommendation I think mysql 4.1 is not recommended yet. > > Has anyone done any setup similar to this? > > Any feedback is appreciated. > FYI MySQL 4.1.x 'clustering' is VERY limited and VERY early stage. It is an ndb based memory only system so doesn't 'scale' for large datasets. From aharrison at gmail.com Mon Jan 24 14:42:53 2005 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 24 Jan 2005 14:42:53 -0500 Subject: [rt-users] RT 3.2.2 - Custom Scrip Conditions on Custom Field changes In-Reply-To: <41F529BC.8060808@van-boxmer.de> References: <41F0AE61.5020708@van-boxmer.de> <41F529BC.8060808@van-boxmer.de> Message-ID: On Mon, 24 Jan 2005 18:00:44 +0100, Stefan Fischer wrote: > Hello Andy, > > unfortunately this is already the the entire scrip and the relevant section > from syslog. It should return true if a specific keyword is set. Instead > there is a confusing error message. I have no idea... That's the entire Condition field, it is not the entire scrip. -- Andy Harrison From aharrison at gmail.com Mon Jan 24 14:48:13 2005 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 24 Jan 2005 14:48:13 -0500 Subject: [rt-users] RT talking with RT In-Reply-To: <41F5027A.4000901@nexellent.ch> References: <41F5027A.4000901@nexellent.ch> Message-ID: On Mon, 24 Jan 2005 15:13:14 +0100, Roman Hochuli wrote: > Hello List > > We have a, well, "strange" behaviour here when two different RT > instances are talking to eachother. It seems that when RT1 is sending a > mail to RT2 to open a ticket RT2 is not sending out an Autoreply-Message > even tough the global scrips are inplace which do so. This seems to be > an RT-RT-speciality because if a "human" is sending a mail to RT2 the > autoreply works. This is just a wild guess, but I'm wondering if it has something to do with the NotifyActor setting... It may be because the identities are the same and if you have NotifyActor turned off, no message will be sent. Like I said, just a guess. -- Andy Harrison From erikerik at gmail.com Mon Jan 24 15:53:43 2005 From: erikerik at gmail.com (Erik Anderson) Date: Mon, 24 Jan 2005 14:53:43 -0600 Subject: [rt-users] Generating report the top several ticket submitters? Message-ID: I'm running RT 3.2.0, and I'm wondering if there's a way I can see a list of how many tickets have been submitted by each user, sorted by number of tickets, highest first. Is there a way to do this from within RT, or will I need to hack some SQL together? From rt at chaka.net Mon Jan 24 15:33:14 2005 From: rt at chaka.net (Todd Chapman) Date: Mon, 24 Jan 2005 15:33:14 -0500 Subject: [rt-users] RT talking with RT In-Reply-To: <41F5027A.4000901@nexellent.ch> References: <41F5027A.4000901@nexellent.ch> Message-ID: <20050124203314.GL27116@chaka.net> It's probably because the mail sent by RT1 is marked as bulk and therefore RT2 is ignoring it. This behavior has been seen in RT3. I never used RT2 or earlier. -Todd On Mon, Jan 24, 2005 at 03:13:14PM +0100, Roman Hochuli wrote: > Hello List > > We have a, well, "strange" behaviour here when two different RT > instances are talking to eachother. It seems that when RT1 is sending a > mail to RT2 to open a ticket RT2 is not sending out an Autoreply-Message > even tough the global scrips are inplace which do so. This seems to be > an RT-RT-speciality because if a "human" is sending a mail to RT2 the > autoreply works. > > Is this behaviour planned that way? > If so: is the only possibility to create an Autoreply back some kind of > UserDefined-Scrip? > > I have read thru the wiki and I tried to look into the archives but > without beeing able to search in the archives it this is not really > useful... :( > > Thank you for your help. > > -- > Kind regards, > Roman Hochuli > Operations Manager > > Nexellent AG > Saegereistrasse 29 > 8152 Glattbrugg > Switzerland > Tel +41-44-5623040 > Fax +41-44-5623041 > X-NCC-RegID: ch.nexellent > > Imagination is the one weapon in the war against reality. > -- Jules de Gaultier > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, 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 rmroland at indiana.edu Mon Jan 24 17:03:55 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Mon, 24 Jan 2005 17:03:55 -0500 Subject: [rt-users] RT Email Question Message-ID: I'm seeing this entry in our apache logs: XXX.XXX.XXX.XXX - - [24/Jan/2005:16:04:00 -0500] "POST /rt//REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 52 "-" "libwww-perl/5.79" And I'm wondering what this guy (mail-gateway) does that is different than rt-mailgate or is it another step in that process? Also, what is making this request to it? Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University 812.855.9617 rmroland at indiana.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3030 bytes Desc: not available URL: From rickm at 3d3.com Mon Jan 24 17:40:40 2005 From: rickm at 3d3.com (Rick Measham) Date: Tue, 25 Jan 2005 09:40:40 +1100 Subject: [rt-users] RT::Condition::UntouchedInHours In-Reply-To: References: <1106543064.4111.4.camel@rickm.local> Message-ID: <1106606440.4111.7.camel@rickm.local> On Tue, 2005-01-25 at 01:04, Andy Harrison wrote: > On Mon, 24 Jan 2005 16:04:24 +1100, Rick Measham wrote: > > Where is RT::Condition::UntouchedInHours? I'm trying to find it as it's > > mentioned in the examples in rt-crontool, but doesn't seem to exist > > (grep can't find it in the install directory leading me to think I'm > > dreaming when I use it without getting an error message) > > > > There's also no mention of it in the Wiki ... > > > > Please put me out of my misery! > > It's just an example. It doesn't actually exist. Use > RT::Condition::Overdue instead. Writing UntouchedInHours yourself is > also fairly simple, it's not a complicated script. Thanks Andy ... strange that it doesn't throw errors then. Other missing stuff throws an error. I'll write it and post it to the Wiki so that future users can find it :) Cheers! Rick Measham -------------- 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 aharrison at gmail.com Mon Jan 24 19:45:33 2005 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 24 Jan 2005 19:45:33 -0500 Subject: [rt-users] RT Email Question In-Reply-To: References: Message-ID: On Mon, 24 Jan 2005 17:03:55 -0500, Roland, Ryan M wrote: > I'm seeing this entry in our apache logs: > > XXX.XXX.XXX.XXX - - [24/Jan/2005:16:04:00 -0500] "POST > /rt//REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 52 "-" "libwww-perl/5.79" > > And I'm wondering what this guy (mail-gateway) does that is different than > rt-mailgate or is it another step in that process? Also, what is making > this request to it? The REST interface is what rt-mailgate uses to interact with RT and that is a corresponding log entry. -- Andy Harrison From matthew.watson at staff.netspace.net.au Mon Jan 24 20:40:22 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Tue, 25 Jan 2005 12:40:22 +1100 Subject: [rt-users] Failover/Loadbalance Message-ID: <56F211C5E3F24F47B103EA1B253822BE460F10@vic-cr-ex1.staff.netspace.net.au> Mysql's clustering probably wouldn't be much good for RT, last I heard their clustering solution required your entire dataset to be loaded into RAM, so unless you have a very small database (or A LOT of RAM) this probably wont work. Mysql also offers replication, using a single master and many slaves, I believe this would however require a bit of work in RT3, as it would need separate database handles for reads and writes I believe. Matt. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Asif Iqbal > Sent: Tuesday, January 25, 2005 12:42 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Failover/Loadbalance > > Hi All > > I am looking for a solution of RT3.2.2 with Mysql 4.0.13 (or higher that > RT recommends) under Solaris 8 to setup as Loadbalance/failover/cluster > through the WAN. > I know mysql 4.1.x supports clustering. Not sure if Apache does anything > like that or not. But just to stick with RT's recommendation I think > mysql 4.1 is not recommended yet. > > Has anyone done any setup similar to this? > > Any feedback is appreciated. > > Thanks > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > "...it said: Install Windows XP or better...so I installed Solaris..." > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From john at vanoppen.com Mon Jan 24 21:36:58 2005 From: john at vanoppen.com (John van Oppen) Date: Mon, 24 Jan 2005 18:36:58 -0800 Subject: [rt-users] Error on startup -- new install Message-ID: Does anyone have an idea about this issue? This is a new install on a fedora core 3 box, utilizing the pre-build apache 2x and modperl... All CPAN modules are installed (I utilized the fedora core 2 howto on the wiki). I would love to figure out why this is not working... I was originally planning on upgrading our RT box and had this problem when going from a version a few back (3.0.11) to the current rev and thought I might as well start over, and add a new HD to our RT box. (I have the SQL running on a separate machine). [root at rt log]# service httpd start Starting httpd: [Mon Jan 24 19:03:11 2005] [error] Can't locate /apps/rt3/bin/webmux.pl in @INC (@INC contains: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 2) line 1.\n [Mon Jan 24 19:03:11 2005] [error] Can't load Perl file: /apps/rt3/bin/webmux.pl for server rt.pocketinet.com:0, exiting... [FAILED] From rickm at 3d3.com Mon Jan 24 22:16:44 2005 From: rickm at 3d3.com (Rick Measham) Date: Tue, 25 Jan 2005 14:16:44 +1100 Subject: [rt-users] RT::Condition::UntouchedInHours In-Reply-To: <1106606440.4111.7.camel@rickm.local> References: <1106543064.4111.4.camel@rickm.local> <1106606440.4111.7.camel@rickm.local> Message-ID: <1106623004.4111.10.camel@rickm.local> On Tue, 2005-01-25 at 01:04, Andy Harrison wrote: > It's just an example. It doesn't actually exist. Use > RT::Condition::Overdue instead. Writing UntouchedInHours yourself is > also fairly simple, it's not a complicated script. > On Tue, 2005-01-25 at 09:40, Rick Measham replied: > I'll write it and post it to the Wiki so that future users can find it > :) So, here it is: http://wiki.bestpractical.com/index.cgi?UntouchedInHours -------------- 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 stefan at van-boxmer.de Tue Jan 25 04:41:44 2005 From: stefan at van-boxmer.de (Stefan Fischer) Date: Tue, 25 Jan 2005 10:41:44 +0100 Subject: [rt-users] RT 3.2.2 - Custom Scrip Conditions on Custom Field changes In-Reply-To: References: <41F0AE61.5020708@van-boxmer.de> <41F529BC.8060808@van-boxmer.de> Message-ID: <41F61458.6000006@van-boxmer.de> An HTML attachment was scrubbed... URL: From aharrison at gmail.com Tue Jan 25 05:38:56 2005 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 25 Jan 2005 05:38:56 -0500 Subject: [rt-users] Error on startup -- new install In-Reply-To: References: Message-ID: > [Mon Jan 24 19:03:11 2005] [error] Can't load Perl file: > /apps/rt3/bin/webmux.pl for server rt.pocketinet.com:0, exiting... > [FAILED] The error message is quite clear. Make sure you're pointing to the correct location to allow it to find the webmux.pl file. -- Andy Harrison From tomas.olaj at usit.uio.no Tue Jan 25 07:27:26 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Tue, 25 Jan 2005 13:27:26 +0100 (CET) Subject: [rt-users] Re: RT-Users Digest, Vol 10, Issue 55 In-Reply-To: <20050119071044.75C684D80D6@diesel.bestpractical.com> References: <20050119071044.75C684D80D6@diesel.bestpractical.com> Message-ID: Hi, I have just upgraded RT 3.2.1 to RT 3.4.0rc6 on one of our test servers with no problems at all. We currently run Postgres 7.3.5 on the same servers together with Apache httpd-2.0.46-44.ent (latest from RedHat), and compiled with mod_perl version 1.99_12 (_14 gives a compile error, and _16 requires 2.0.47). We may later compile our own Apache dist. Perl is version 5.8.5, DBIx::SearchBuilder -- 1.16 (for RT 3.2.1 production server) and DBIx::SearchBuilder -- 1.21 (for RT 3.4.0rc6 test server) We had problems earlier with "slow displaying tickets" (see earlier the thread "RT tuning problems" and "speed"). We have one ticket that use 30 seconds to display with RT 3.2.1, which is a long time for our not so patient users. We had a performance boost with the same ticket on RT 3.4.0rc6 with 100%, e.g. 15 seconds. We run RedHat Enterprise AS 3.0 on a Dell PowerEdge 2650 server (2CPU, 2,4 MHz) for our production RT server (4 GB RAM). The test servers are small Dell desktop computers with one single 2,4 MHz CPU, and less RAM (512 MB ) and maybe slower disks (I don't recall for the moment, but the hardware is different). The same ticket on RT 3.2.1 used exact 30 seconds to display on different hardware (except the CPU speed which is the same on test and prod), so the problem can be fixed possible by increasing the CPU speed, but anyhow, it must be something with the algorithms in RT combined with DBIx::SearchBuilder (only the developers may have the answers on that), since we had a perfomance gain from RT 3.2.1 to RT 3.4.0rc6 by 100%? 2,4 GHz is not a blaster, but there are only small pieces of information sent from the database, and it's very strange that the Apache processes are working that hard and long under a ticket display. I've noticed that the developers have added a display total time in the bottom of the ticket history in the new version. Well, I can not agree that memory and disk is the main problem. The tolerance for how long a ticket can be loaded into browser, I don't know. Perhaps someone has a solution or a plan for that? I think anyhow, RT should be faster, because the data and interaction with database is not that long, the Apache processes, maybe how RT utilizes mod_perl...algorithm... just guessing... ;) PS! I am not critizing the developers! They are doing a smashing good job, and RT is a good ticketing system. We may later perhaps hire support. We are just in the phase of going into official production in a small scale at Oslo University of Norway, and develop the solution/topology further on. We have done some code modifications for RT: and so far we didn't have any problems with LDAP from RT 3.2.1 to RT 3.4.0rc6. Thanks for helping, Tomas > ------------------------------ > > Message: 4 > Date: Tue, 18 Jan 2005 15:58:37 -0500 (EST) > From: "Jaime Kikpole" > Subject: [rt-users] RT 3.2.2 very slow > To: rt-users at lists.bestpractical.com > Message-ID: <49902.10.5.12.184.1106081917.squirrel at 10.5.12.184> > Content-Type: text/plain;charset=iso-8859-1 > > I have RT 3.2.2 with RT/FM installed on Apache 1.3.31 with mod_perl 1.29 > and MySQL 4.1.7 on FreeBSD 4.10-Stable. I've had problems ever since > moving (last October) to RT3 from very happy life with 2.0.15. > > Unfortunately, Apache's httpd processes still grow in memory usage to > very large sizes (400MB+ over two weeks) and sometimes take a very long > time (20+ minutes) to display long pages and unusual-but-tolerable > periods on short pages. For example, my ticket 3267 will *never* fully > load. Rendering will pause on screen before the third comment (usually > before any of the History section) and then never finishes even when the > httpd in question uses 99%+ of the CPU time. I usually end up restarting > Apache after a few hours so that the box doesn't slow down. > > I've used the RT log files, the MySQL log files, Apache log files, > upgraded MySQL, upgraded Perl, upgraded Apache, reinstalled mod_perl, > upgraded to the latest DBIx::SearchBuilder from CPAN (from 1.15 to 1.16) > and have gotten no closer to figuring this out. Upgrading the RAM to > 1.5GB seems to have helped a little bit, but the main problem (not > displaying long tickets like 3267, taking too long with all tickets, > etc.) is still not solved. > ------------------------------ > > Message: 5 > Date: Tue, 18 Jan 2005 15:09:38 -0800 > From: Mike Patterson > Subject: Re: [rt-users] RT 3.2.2 very slow > To: rt-users at lists.bestpractical.com > Message-ID: <41ED9732.4020503 at uclink.berkeley.edu> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > So I'm assuing that it's the underpowered hardware: (dual P3-700's 512MB > RAM 5400 RPM IDE drive) > Current Build: FreeBSD 4.11 (originally 4.8) / RT 3.2.2 / Perl 5.8.4 / > Apache 1.33 Modssl 2.8.22 / Mod_Perl > 1.29 / Sendmail 8.13.1/ > > I'm getting a new Dell PowerEdge (P4 3.2Ghz, 4 GB Ram, 10K RPM SCSI) > soon :-) . > Assuming fast networking, reasonable install (FreeBSD 4.11) can I expect > a short ticket to load in < 1 second, < 2 seconds medium tickets, > longest tickets < 10 seconds? Are people running RT on hardware in this > range finding that performance? > > I'm also contemplating building this new box with FreeBSD 5.3. Have > people had a good experience with RT on FreeBSD 5.3? > > Thanks, > Mike -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From cmap_sec at yahoo.co.uk Tue Jan 25 08:01:06 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Tue, 25 Jan 2005 13:01:06 +0000 (GMT) Subject: [rt-users] changing status/owner via email pt2 Message-ID: <20050125130106.42541.qmail@web25703.mail.ukl.yahoo.com> hi I tried the code below, no errors in the log, although it strips out in the fault the Set-Owner or Set-Status (good) that is logged, there are no emails sent as the only scrip i have set is user defined and nothing in that says send an email ? If i then do another scrip as "on correspond, reply to requestor with template correspondence" then nothing gets stripped as its in the other scrip ? Maybe i'm misunderstanding how i should be setting things up ? my $AttachObj = $self->TransactionObj->Attachments->First; # go out if content is not text! unless( $AttachObj->ContentType =~ /^text/ ) { return 1; } my $content = $AttachObj->Content; if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) { $self->TicketObj->SetOwner( $1 ); } if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) { $self->TicketObj->SetStatus( $1 ); } # strip special commands from email content $content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm; $content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm; # silently overwrite attachment content $AttachObj->__Set( Field => 'Content', Value => $content ); 1; ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From thealbs at yahoo.co.uk Tue Jan 25 08:09:08 2005 From: thealbs at yahoo.co.uk (brian mccabe) Date: Tue, 25 Jan 2005 13:09:08 +0000 (GMT) Subject: [rt-users] Re: Error on startup -- new install In-Reply-To: <20050125130535.945844D80B3@diesel.bestpractical.com> Message-ID: <20050125130908.69728.qmail@web25702.mail.ukl.yahoo.com> This may be related to the default SE-Linux settings on FC3 installation? I had to set set it to "disabled" (not the default) to get Apache to startup initially after the RT install. > Message: 3 > Date: Mon, 24 Jan 2005 18:36:58 -0800 > From: "John van Oppen" > Subject: [rt-users] Error on startup -- new install > To: > Message-ID: > > > Content-Type: text/plain; charset="us-ascii" > > Does anyone have an idea about this issue? > > This is a new install on a fedora core 3 box, > utilizing the pre-build > apache 2x and modperl... All CPAN modules are > installed (I utilized > the fedora core 2 howto on the wiki). > > I would love to figure out why this is not > working... I was originally > planning on upgrading our RT box and had this > problem when going from a > version a few back (3.0.11) to the current rev and > thought I might as > well start over, and add a new HD to our RT box. > (I have the SQL > running on a separate machine). > ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From fjmartinez at csi.uned.es Tue Jan 25 08:55:21 2005 From: fjmartinez at csi.uned.es (Francisco Javier =?iso-8859-1?Q?Mart=EDnez?= Martinez) Date: Tue, 25 Jan 2005 14:55:21 +0100 Subject: [rt-users] RT External authentication Message-ID: <6.1.2.0.2.20050125144548.043ff580@csipop.uned.es> Hello. I had installed and configured RT 3.2.2 + Apache 2 + mod_perl in a Fedora Core 3 box. I had been playing a lot with the program creating queues, users, etc ... and I was wondering if it is possible to install an external authentication method, this is because I had notice that when an external user for first time sends a mail to the rt system, a new user is generated, using as user name the mail addres, but if this user wants to access via web to the see his request or reuests, there is not an autogenerated password, only if I grant access and set a password this user could interact with the system via web. 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. Thanks in advance. From john at vanoppen.com Tue Jan 25 10:00:33 2005 From: john at vanoppen.com (John van Oppen) Date: Tue, 25 Jan 2005 07:00:33 -0800 Subject: [rt-users] Re: Error on startup -- new install Message-ID: Ok... I had a few missing dependencies before (make testdeps finds more than the command listed in the howto for modperl2)... However, now I am totally stumped, anyone have any idea what I can do to get this one resolved? John :) Starting httpd: [Tue Jan 25 07:58:20 2005] [error] Can't locate /apps/rt3/bin/webmux.pl in @INC (@INC contains: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) line 1.\n [Tue Jan 25 07:58:20 2005] [error] Can't load Perl file: /apps/rt3/bin/webmux.pl for server rt.pocketinet.com:0, exiting... [FAILED] [root at rt mail]# -----Urspr?ngliche Nachricht----- Von: brian mccabe [mailto:thealbs at yahoo.co.uk] Gesendet: Tuesday, January 25, 2005 5:09 AM An: rt-users at lists.bestpractical.com Betreff: [rt-users] Re: Error on startup -- new install This may be related to the default SE-Linux settings on FC3 installation? I had to set set it to "disabled" (not the default) to get Apache to startup initially after the RT install. > Message: 3 > Date: Mon, 24 Jan 2005 18:36:58 -0800 > From: "John van Oppen" > Subject: [rt-users] Error on startup -- new install > To: > Message-ID: > > > Content-Type: text/plain; charset="us-ascii" > > Does anyone have an idea about this issue? > > This is a new install on a fedora core 3 box, > utilizing the pre-build > apache 2x and modperl... All CPAN modules are > installed (I utilized > the fedora core 2 howto on the wiki). > > I would love to figure out why this is not > working... I was originally > planning on upgrading our RT box and had this > problem when going from a > version a few back (3.0.11) to the current rev and > thought I might as > well start over, and add a new HD to our RT box. > (I have the SQL > running on a separate machine). > ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.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 Tue Jan 25 09:48:49 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Tue, 25 Jan 2005 15:48:49 +0100 Subject: [rt-users] Group and SubGroup with ShowTicket permission Message-ID: <41F65C51.5040706@veepee.com> Hello, I would lke to create a group with many subgroup, and the members of the top level group has the right to see (and manipulate) tickets created by members of any subgroup. How can I do ? I use RT 3.2.2 on Debian/Sarge installed from sources. Thanks in advance. Hugues From john at vanoppen.com Tue Jan 25 10:18:02 2005 From: john at vanoppen.com (John van Oppen) Date: Tue, 25 Jan 2005 07:18:02 -0800 Subject: AW: [rt-users] Re: Error on startup -- new install Message-ID: This is the Apache config for the site I mentioned in the last email: ServerName rt.pocketinet.com DocumentRoot /apps/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /apps/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -----Urspr?ngliche Nachricht----- Von: John van Oppen Gesendet: Tuesday, January 25, 2005 7:01 AM An: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Re: Error on startup -- new install Ok... I had a few missing dependencies before (make testdeps finds more than the command listed in the howto for modperl2)... However, now I am totally stumped, anyone have any idea what I can do to get this one resolved? John :) Starting httpd: [Tue Jan 25 07:58:20 2005] [error] Can't locate /apps/rt3/bin/webmux.pl in @INC (@INC contains: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) line 1.\n [Tue Jan 25 07:58:20 2005] [error] Can't load Perl file: /apps/rt3/bin/webmux.pl for server rt.pocketinet.com:0, exiting... [FAILED] [root at rt mail]# -----Urspr?ngliche Nachricht----- Von: brian mccabe [mailto:thealbs at yahoo.co.uk] Gesendet: Tuesday, January 25, 2005 5:09 AM An: rt-users at lists.bestpractical.com Betreff: [rt-users] Re: Error on startup -- new install This may be related to the default SE-Linux settings on FC3 installation? I had to set set it to "disabled" (not the default) to get Apache to startup initially after the RT install. > Message: 3 > Date: Mon, 24 Jan 2005 18:36:58 -0800 > From: "John van Oppen" > Subject: [rt-users] Error on startup -- new install > To: > Message-ID: > > > Content-Type: text/plain; charset="us-ascii" > > Does anyone have an idea about this issue? > > This is a new install on a fedora core 3 box, > utilizing the pre-build > apache 2x and modperl... All CPAN modules are > installed (I utilized > the fedora core 2 howto on the wiki). > > I would love to figure out why this is not > working... I was originally > planning on upgrading our RT box and had this > problem when going from a > version a few back (3.0.11) to the current rev and > thought I might as > well start over, and add a new HD to our RT box. > (I have the SQL > running on a separate machine). > ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.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 From rt at bharris.f2o.org Tue Jan 25 10:41:10 2005 From: rt at bharris.f2o.org (Brett Harris) Date: Tue, 25 Jan 2005 10:41:10 -0500 (EST) Subject: [rt-users] PAM Auth? Message-ID: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> I need to setup a request tracking system that can authenticate agains our AD domain. We are currently using winbind/PAM on a number of linux systems for authentication, providing a large number of variable services all utilizing the same login info. Can RT be setup to use PAM? Thanks, Brett From rt at chaka.net Tue Jan 25 10:43:07 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 10:43:07 -0500 Subject: [rt-users] PAM Auth? In-Reply-To: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> References: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> Message-ID: <20050125154307.GN27116@chaka.net> Setup APache to use PAM and then setup RT to use Apache for auth. -Todd On Tue, Jan 25, 2005 at 10:41:10AM -0500, Brett Harris wrote: > I need to setup a request tracking system that can authenticate agains our > AD domain. We are currently using winbind/PAM on a number of linux > systems for authentication, providing a large number of variable services > all utilizing the same login info. Can RT be setup to use PAM? > > Thanks, > Brett > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 shildreth at allantgroup.com Tue Jan 25 10:56:14 2005 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Tue, 25 Jan 2005 09:56:14 -0600 Subject: [rt-users] Tables rt 3.2.1 -> 3.4.0.RC6 Message-ID: <1106668574.15621.17.camel@scotth.emsphone.com> Forgive me if this has been posted. I thought it was asked before, I can't seem to find it. Can I dump the tables from 3.2.1 and import them into a 3.4 Database? (Mysql) I am going to look through the schema now, just thought I would see if someone has done that or knows the answer. Thanks, STH -- Scott T. Hildreth From delarosa at buffalo.edu Tue Jan 25 11:45:27 2005 From: delarosa at buffalo.edu (Alberto Dela Rosa) Date: Tue, 25 Jan 2005 11:45:27 -0500 Subject: [rt-users] Hideglobalscrips Message-ID: I am currently using RT 3.22 on a Freebsd box. I have tried the install Dirk Pape's hide global scrips package and I am currently getting the following error on every queue except on the main incoming queue. Here is a copy of the error. error: $id already defined at /usr/local/rt3/share/html/Admin/Elements/DeactivateGlobalScrips line 215 context: ... 211: } 212: 213: 214: <%ARGS> 215: $id => undef 216: 217: %# BEGIN LICENSE BLOCK 218: %# 219: %# Copyright (c) 1996-2003 Jesse Vincent ... code stack: /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler.pm:360 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Lexer.pm:271 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Lexer.pm:188 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Lexer.pm:136 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Lexer.pm:98 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler.pm:210 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm:75 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm:115 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:317 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:892 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:996 /usr/local/rt3/share/html/Admin/Queues/Scrips.html:55 /usr/local/rt3/share/html/autohandler:221 Any help ideas or pointers will be greatly appreciated. Thanks in advance. Alberto Dela Rosa Director of Information Technology School of Pharmacy and Pharmaceutical Sciences 445 Hochstetter Hall Buffalo, NY 14260 From rt at chaka.net Tue Jan 25 11:20:51 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 11:20:51 -0500 Subject: [rt-users] Tables rt 3.2.1 -> 3.4.0.RC6 In-Reply-To: <1106668574.15621.17.camel@scotth.emsphone.com> References: <1106668574.15621.17.camel@scotth.emsphone.com> Message-ID: <20050125162051.GO27116@chaka.net> The answer is no. On Tue, Jan 25, 2005 at 09:56:14AM -0600, Scott T. Hildreth wrote: > > Forgive me if this has been posted. I thought it was asked before, I > can't seem to find it. Can I dump the tables from 3.2.1 and import them > into a 3.4 Database? (Mysql) I am going to look through the schema now, > just thought I would see if someone has done that or knows the answer. > > Thanks, > STH > -- > Scott T. Hildreth > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 25 12:01:56 2005 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 25 Jan 2005 20:01:56 +0300 Subject: [rt-users] Tables rt 3.2.1 -> 3.4.0.RC6 In-Reply-To: <1106668574.15621.17.camel@scotth.emsphone.com> References: <1106668574.15621.17.camel@scotth.emsphone.com> Message-ID: <20050125170156.GE94843@ns2.wananchi.com> * Scott T. Hildreth [20050125 19:31]: wrote: > > Forgive me if this has been posted. I thought it was asked before, I > can't seem to find it. Can I dump the tables from 3.2.1 and import them > into a 3.4 Database? (Mysql) I am going to look through the schema now, > just thought I would see if someone has done that or knows the answer. I believe you can! But again, you can "select from 3.2.2 insert into 3.4" or something like that. However, I tend to think that you can UPGRADE from 3.2.2 to 3.4rc by following the upgrade instructions. Just make sure you have a backup of the DB and the /opt/rt3 and give it a shot. 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 wash at wananchi.com Tue Jan 25 12:03:16 2005 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 25 Jan 2005 20:03:16 +0300 Subject: [rt-users] Tables rt 3.2.1 -> 3.4.0.RC6 In-Reply-To: <20050125162051.GO27116@chaka.net> References: <1106668574.15621.17.camel@scotth.emsphone.com> <20050125162051.GO27116@chaka.net> Message-ID: <20050125170316.GF94843@ns2.wananchi.com> Hi Todd, Why not?? I hope the upgrade process can work though, yes? * Todd Chapman [20050125 20:00]: wrote: > The answer is no. > > On Tue, Jan 25, 2005 at 09:56:14AM -0600, Scott T. Hildreth wrote: > > > > Forgive me if this has been posted. I thought it was asked before, I > > can't seem to find it. Can I dump the tables from 3.2.1 and import them > > into a 3.4 Database? (Mysql) I am going to look through the schema now, > > just thought I would see if someone has done that or knows the answer. > > > > Thanks, > > STH > > -- > > Scott T. Hildreth > > _______________________________________________ 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 rt at bharris.f2o.org Tue Jan 25 12:08:50 2005 From: rt at bharris.f2o.org (Brett Harris) Date: Tue, 25 Jan 2005 12:08:50 -0500 (EST) Subject: [rt-users] PAM Auth? In-Reply-To: <20050125154307.GN27116@chaka.net> References: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> <20050125154307.GN27116@chaka.net> Message-ID: <3066.38.112.69.22.1106672930.squirrel@www.f2o.org> Here is the way I would optimally like it to look. Group A, Admins, can see all requests, run reports, re-assign requests, and what not. Group B, tech support staff, can see unassigned requests and requests assigned to them, but not everyone's requests. Group C, everyone else. Create requests and see own requests. Will RT recognize users and groups pulled from AD and allow you to set permisions in this way? Do you have to setup each user? Will the users show up automatically in the admin interface, or is there something special I would have to do? Thanks, Brett Todd Chapman said: > Setup APache to use PAM and then setup RT to use Apache for auth. > > -Todd > > On Tue, Jan 25, 2005 at 10:41:10AM -0500, Brett Harris wrote: >> I need to setup a request tracking system that can authenticate agains >> our >> AD domain. We are currently using winbind/PAM on a number of linux >> systems for authentication, providing a large number of variable >> services >> all utilizing the same login info. Can RT be setup to use PAM? >> >> Thanks, >> Brett >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Administrator and Developer training is coming to your town soon! >> (Boston, 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 tal at whatexit.org Tue Jan 25 11:43:53 2005 From: tal at whatexit.org (Tom Limoncelli) Date: Tue, 25 Jan 2005 11:43:53 -0500 Subject: [rt-users] Deleting users Message-ID: <4C4FAA62-6EF0-11D9-B865-000D93C2342A@whatexit.org> (We're running RT 3.0.11) How does one delete an user from RT? I know that we can uncheck "Let this user access RT", but that just disables the account. We have a number of "accounts" that I want to delete... completely remove from the system. For example, spammers that have sent to our email address, and so on. (We've been putting off upgrading to the latest RT for unrelated reasons, but is this easier to do in newer releases?) Thanks in advance, Tom From rt at chaka.net Tue Jan 25 11:54:33 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 11:54:33 -0500 Subject: [rt-users] Tables rt 3.2.1 -> 3.4.0.RC6 In-Reply-To: <20050125170156.GE94843@ns2.wananchi.com> References: <1106668574.15621.17.camel@scotth.emsphone.com> <20050125170156.GE94843@ns2.wananchi.com> Message-ID: <20050125165432.GP27116@chaka.net> You need to upgrade the RT 3.2.2 database to RT 3.4. That is, you have to do the schema udpates. Then you can dump it and load on another machine. On Tue, Jan 25, 2005 at 08:01:56PM +0300, Odhiambo Washington wrote: > * Scott T. Hildreth [20050125 19:31]: wrote: > > > > Forgive me if this has been posted. I thought it was asked before, I > > can't seem to find it. Can I dump the tables from 3.2.1 and import them > > into a 3.4 Database? (Mysql) I am going to look through the schema now, > > just thought I would see if someone has done that or knows the answer. > > I believe you can! But again, you can "select from 3.2.2 insert into > 3.4" or something like that. > However, I tend to think that you can UPGRADE from 3.2.2 to 3.4rc by > following the upgrade instructions. Just make sure you have a backup > of the DB and the /opt/rt3 and give it a shot. > > 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 rt at chaka.net Tue Jan 25 11:56:40 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 11:56:40 -0500 Subject: [rt-users] Deleting users In-Reply-To: <4C4FAA62-6EF0-11D9-B865-000D93C2342A@whatexit.org> References: <4C4FAA62-6EF0-11D9-B865-000D93C2342A@whatexit.org> Message-ID: <20050125165640.GQ27116@chaka.net> It can't be done easily and RT provides no method to do this for philisopical reasons. -Todd On Tue, Jan 25, 2005 at 11:43:53AM -0500, Tom Limoncelli wrote: > (We're running RT 3.0.11) > > How does one delete an user from RT? I know that we can uncheck "Let > this user access RT", but that just disables the account. We have a > number of "accounts" that I want to delete... completely remove from > the system. For example, spammers that have sent to our email address, > and so on. > > (We've been putting off upgrading to the latest RT for unrelated > reasons, but is this easier to do in newer releases?) > > Thanks in advance, > Tom > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rt at chaka.net Tue Jan 25 12:00:03 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 12:00:03 -0500 Subject: [rt-users] PAM Auth? In-Reply-To: <3066.38.112.69.22.1106672930.squirrel@www.f2o.org> References: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> <20050125154307.GN27116@chaka.net> <3066.38.112.69.22.1106672930.squirrel@www.f2o.org> Message-ID: <20050125170003.GR27116@chaka.net> Step one is getting RT/Apache to use AD for authentication. You would then have to create the users in RT manually, or automatically using the RT API. Then you would have to script group synchronization between RT and AD. You might want to consider a support contract with Best Practical. -Todd On Tue, Jan 25, 2005 at 12:08:50PM -0500, Brett Harris wrote: > Here is the way I would optimally like it to look. > > Group A, Admins, can see all requests, run reports, re-assign requests, > and what not. > > Group B, tech support staff, can see unassigned requests and requests > assigned to them, but not everyone's requests. > > Group C, everyone else. Create requests and see own requests. > > Will RT recognize users and groups pulled from AD and allow you to set > permisions in this way? Do you have to setup each user? Will the users > show up automatically in the admin interface, or is there something > special I would have to do? > > Thanks, > Brett > > Todd Chapman said: > > Setup APache to use PAM and then setup RT to use Apache for auth. > > > > -Todd > > > > On Tue, Jan 25, 2005 at 10:41:10AM -0500, Brett Harris wrote: > >> I need to setup a request tracking system that can authenticate agains > >> our > >> AD domain. We are currently using winbind/PAM on a number of linux > >> systems for authentication, providing a large number of variable > >> services > >> all utilizing the same login info. Can RT be setup to use PAM? > >> > >> Thanks, > >> Brett > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> RT Administrator and Developer training is coming to your town soon! > >> (Boston, 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 sivan.deray at net-aptitude.fr Tue Jan 25 12:50:51 2005 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Tue, 25 Jan 2005 18:50:51 +0100 Subject: [rt-users] Deleting users Message-ID: <4E13BD0442DACA4D9606CAD98924F09A3A4B21@srv-nap-atlas-1.net-aptitude.fr> no methods ... If you use Webmin, you can delete users it interfaces sql tables. That's the only simple way i found hope it help you -----Message d'origine----- De : Tom Limoncelli [mailto:tal at whatexit.org] Envoy? : mardi 25 janvier 2005 17:44 ? : Rt-Users Cc : Doug Furlong Objet : [rt-users] Deleting users (We're running RT 3.0.11) How does one delete an user from RT? I know that we can uncheck "Let this user access RT", but that just disables the account. We have a number of "accounts" that I want to delete... completely remove from the system. For example, spammers that have sent to our email address, and so on. (We've been putting off upgrading to the latest RT for unrelated reasons, but is this easier to do in newer releases?) Thanks in advance, Tom _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rt at chaka.net Tue Jan 25 12:22:23 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 12:22:23 -0500 Subject: [rt-users] Deleting users In-Reply-To: <4E13BD0442DACA4D9606CAD98924F09A3A4B21@srv-nap-atlas-1.net-aptitude.fr> References: <4E13BD0442DACA4D9606CAD98924F09A3A4B21@srv-nap-atlas-1.net-aptitude.fr> Message-ID: <20050125172223.GS27116@chaka.net> That is not recommended! Your database will end up with references to records that don't exist. -Todd On Tue, Jan 25, 2005 at 06:50:51PM +0100, Sivan DERAY wrote: > no methods ... > > If you use Webmin, you can delete users > it interfaces sql tables. > > That's the only simple way i found > > hope it help you > > -----Message d'origine----- > De : Tom Limoncelli [mailto:tal at whatexit.org] > Envoy? : mardi 25 janvier 2005 17:44 > ? : Rt-Users > Cc : Doug Furlong > Objet : [rt-users] Deleting users > > > (We're running RT 3.0.11) > > How does one delete an user from RT? I know that we can uncheck "Let > this user access RT", but that just disables the account. We have a > number of "accounts" that I want to delete... completely remove from > the system. For example, spammers that have sent to our email address, > and so on. > > (We've been putting off upgrading to the latest RT for unrelated > reasons, but is this easier to do in newer releases?) > > Thanks in advance, > Tom > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 25 13:26:39 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 25 Jan 2005 16:26:39 -0200 Subject: [rt-users] RES: Error on startup -- new install Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F89@MAILSRV1.aquarius.cpqd.com.br> Hello There!! I'm with the same problem here.... I installed RT 3.4.0rc6 without problem (all dependencies its's ok!) but when I started Apache this message error appears in error.log: [Tue Jan 25 16:21:45 2005] [error] Can't locate Apache/Constants.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /opt/perl/lib/site_perl/5.8.5/Apache2 /opt/perl/lib/5.8.5 /opt/perl/lib/site_perl/5.8.5 /opt/perl/lib/site_perl . /opt/apache/ /opt/apache/lib/perl) at /opt/perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 13.\nBEGIN failed--compilation aborted at /opt/perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 13.\nCompilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 134.\nCompilation failed in require at (eval 2) line 1.\n I wrote this lines in httpd.conf: ServerName vento:5000 ServerAdmin email DocumentRoot "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlOptions +Parent PerlModule Apache::compat PerlModule Apache::DBI PerlRequire "/opt/rt3/bin/webmux.pl" ErrorLog logs/5000/error.log CustomLog logs/5000/access.log common RedirectMatch (.*)/$ http://vento:5000$1/index.html SetHandler perl-script PerlHandler RT::Mason What's happening???? Thank's for regards!!! Rodolfo Reis Brazil. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de John van Oppen Enviada em: ter?a-feira, 25 de janeiro de 2005 13:18 Para: rt-users at lists.bestpractical.com Assunto: AW: [rt-users] Re: Error on startup -- new install This is the Apache config for the site I mentioned in the last email: ServerName rt.pocketinet.com DocumentRoot /apps/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /apps/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -----Urspr?ngliche Nachricht----- Von: John van Oppen Gesendet: Tuesday, January 25, 2005 7:01 AM An: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Re: Error on startup -- new install Ok... I had a few missing dependencies before (make testdeps finds more than the command listed in the howto for modperl2)... However, now I am totally stumped, anyone have any idea what I can do to get this one resolved? John :) Starting httpd: [Tue Jan 25 07:58:20 2005] [error] Can't locate /apps/rt3/bin/webmux.pl in @INC (@INC contains: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) line 1.\n [Tue Jan 25 07:58:20 2005] [error] Can't load Perl file: /apps/rt3/bin/webmux.pl for server rt.pocketinet.com:0, exiting... [FAILED] [root at rt mail]# -----Urspr?ngliche Nachricht----- Von: brian mccabe [mailto:thealbs at yahoo.co.uk] Gesendet: Tuesday, January 25, 2005 5:09 AM An: rt-users at lists.bestpractical.com Betreff: [rt-users] Re: Error on startup -- new install This may be related to the default SE-Linux settings on FC3 installation? I had to set set it to "disabled" (not the default) to get Apache to startup initially after the RT install. > Message: 3 > Date: Mon, 24 Jan 2005 18:36:58 -0800 > From: "John van Oppen" > Subject: [rt-users] Error on startup -- new install > To: > Message-ID: > > > Content-Type: text/plain; charset="us-ascii" > > Does anyone have an idea about this issue? > > This is a new install on a fedora core 3 box, > utilizing the pre-build > apache 2x and modperl... All CPAN modules are > installed (I utilized > the fedora core 2 howto on the wiki). > > I would love to figure out why this is not > working... I was originally > planning on upgrading our RT box and had this > problem when going from a > version a few back (3.0.11) to the current rev and > thought I might as > well start over, and add a new HD to our RT box. > (I have the SQL > running on a separate machine). > ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, 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 sheeri.kritzer at tufts.edu Tue Jan 25 13:35:27 2005 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Tue, 25 Jan 2005 13:35:27 -0500 Subject: [rt-users] Deleting users In-Reply-To: <4C4FAA62-6EF0-11D9-B865-000D93C2342A@whatexit.org> References: <4C4FAA62-6EF0-11D9-B865-000D93C2342A@whatexit.org> Message-ID: <1106678127.41f6916fb37a1@webmail.tufts.edu> (Hi Tom!) Unfortunately, there's no easy way, and RT's structure is set up so that actually deleting anything isn't recommended (I'm sure they're working on making cascading deletes and other such happy data integrity insurance policies, but it's not there yet). It's not recommended to delete stuff. Most of the answers I've gotten through the years has been, "but why does it matter? Is it impacting performance?" etc. People have come up with scripts to delete tickets (keep in mind there are no officially sanctioned delete scripts), because it does impact performance to search a huge database of tickets. . . Although if you find an answer, let me know -- we'd love to use it. What we've done, which is what I gather most have done, is disable the user, find all the tickets they owned/created/etc, and reassign them. Not much of a help, I know, but there ya go. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting Tom Limoncelli : > (We're running RT 3.0.11) > > How does one delete an user from RT? I know that we can uncheck "Let > this user access RT", but that just disables the account. We have a > number of "accounts" that I want to delete... completely remove from > the system. For example, spammers that have sent to our email address, > and so on. > > (We've been putting off upgrading to the latest RT for unrelated > reasons, but is this easier to do in newer releases?) > > Thanks in advance, > Tom > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at acronis.com Tue Jan 25 13:48:56 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 25 Jan 2005 21:48:56 +0300 Subject: [rt-users] RES: Error on startup -- new install In-Reply-To: <097013530AD6F24F8D21F7CABCB26A252D7F89@MAILSRV1.aquarius.cpqd.com.br> References: <097013530AD6F24F8D21F7CABCB26A252D7F89@MAILSRV1.aquarius.cpqd.com.br> Message-ID: <41F69498.4060006@acronis.com> I think you use Apache2+MP2, check next: 1) your HTML::Mason should be 1.27 or greater 2) you should have 'PerlModule Apache2' before 'PerlRequire .../webmux.pl' in your apache config. Rodolfo de Moraes Reis wrote: > Hello There!! > > I'm with the same problem here.... I installed RT 3.4.0rc6 without problem (all dependencies its's ok!) but when I started Apache this message error appears in error.log: > > [Tue Jan 25 16:21:45 2005] [error] Can't locate Apache/Constants.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /opt/perl/lib/site_perl/5.8.5/Apache2 /opt/perl/lib/5.8.5 /opt/perl/lib/site_perl/5.8.5 /opt/perl/lib/site_perl . /opt/apache/ /opt/apache/lib/perl) at /opt/perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 13.\nBEGIN failed--compilation aborted at /opt/perl/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 13.\nCompilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 134.\nCompilation failed in require at (eval 2) line 1.\n > > I wrote this lines in httpd.conf: > > > ServerName vento:5000 > ServerAdmin email > DocumentRoot "/opt/rt3/share/html" > AddDefaultCharset UTF-8 > PerlOptions +Parent > PerlModule Apache::compat > PerlModule Apache::DBI > PerlRequire "/opt/rt3/bin/webmux.pl" > ErrorLog logs/5000/error.log > CustomLog logs/5000/access.log common > RedirectMatch (.*)/$ http://vento:5000$1/index.html > > SetHandler perl-script > PerlHandler RT::Mason > > > > What's happening???? > > Thank's for regards!!! > Rodolfo Reis > Brazil. > > -----Mensagem original----- > De: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de John van > Oppen > Enviada em: ter?a-feira, 25 de janeiro de 2005 13:18 > Para: rt-users at lists.bestpractical.com > Assunto: AW: [rt-users] Re: Error on startup -- new install > > > This is the Apache config for the site I mentioned in the last email: > > > ServerName rt.pocketinet.com > DocumentRoot /apps/rt3/share/html > AddDefaultCharset UTF-8 > > # these four lines apply to Apache2+mod_perl2 only: {{{ > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /apps/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > -----Urspr?ngliche Nachricht----- > Von: John van Oppen > Gesendet: Tuesday, January 25, 2005 7:01 AM > An: rt-users at lists.bestpractical.com > Betreff: RE: [rt-users] Re: Error on startup -- new install > > Ok... I had a few missing dependencies before (make testdeps finds more than the command listed in the howto for modperl2)... However, now I am totally stumped, anyone have any idea what I can do to get this one resolved? > > > > John :) > > > > Starting httpd: [Tue Jan 25 07:58:20 2005] [error] Can't locate /apps/rt3/bin/webmux.pl in @INC (@INC contains: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-lin ux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) line 1.\n > [Tue Jan 25 07:58:20 2005] [error] Can't load Perl file: /apps/rt3/bin/webmux.pl for server rt.pocketinet.com:0, exiting... > [FAILED] > [root at rt mail]# > -----Urspr?ngliche Nachricht----- > Von: brian mccabe [mailto:thealbs at yahoo.co.uk] > Gesendet: Tuesday, January 25, 2005 5:09 AM > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] Re: Error on startup -- new install > > > This may be related to the default SE-Linux settings > on FC3 installation? I had to set set it to "disabled" > (not the default) to get Apache to startup initially > after the RT install. > > > >>Message: 3 >>Date: Mon, 24 Jan 2005 18:36:58 -0800 >>From: "John van Oppen" >>Subject: [rt-users] Error on startup -- new install >>To: >>Message-ID: >> >> > > > >>Content-Type: text/plain; charset="us-ascii" >> >>Does anyone have an idea about this issue? >> >>This is a new install on a fedora core 3 box, >>utilizing the pre-build >>apache 2x and modperl... All CPAN modules are >>installed (I utilized >>the fedora core 2 howto on the wiki). >> >>I would love to figure out why this is not >>working... I was originally >>planning on upgrading our RT box and had this >>problem when going from a >>version a few back (3.0.11) to the current rev and >>thought I might as >>well start over, and add a new HD to our RT box. >>(I have the SQL >>running on a separate machine). >> > > > > > > > > ___________________________________________________________ > ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 caleb at earnware.com Tue Jan 25 14:20:42 2005 From: caleb at earnware.com (Caleb Peters) Date: Tue, 25 Jan 2005 11:20:42 -0800 Subject: [rt-users] RTx-Shredder Message-ID: <261430-220051225192042674@earnware.com> Hello RT users, I downloaded and installed RTx-Shredder from CPAN and I installed the patch that comes with it. I had it semi working in that, when I ran the rtx-shredder script I got a message that said "49 tickets will be deleted, are you shure?" and I said yes. It then acted like it worked but when I went and ran it again I got the exact same message. I then applied the patch that came with the CPAN install and now when I run the script I get "Ticket List Empty" which I know is not true because I'm looking at the deleted tickets. I searched through the archives and it looks like some other people were having the same problems I am experiencing but for everyone else when the applied the patch it seemed to work for them. I'm just wondering, am I doing something wrong. RT: 3.2.2 Debian Install MySQL 4.0.22 Perl 5.8.4 Apache 1.3.33 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Adam.Arlett at tigerbrands.com Tue Jan 25 13:58:23 2005 From: Adam.Arlett at tigerbrands.com (Adam Arlett) Date: Tue, 25 Jan 2005 20:58:23 +0200 Subject: [rt-users] Attaching a file using the auto reply template Message-ID: Hi, I have been searching for a while now and I can't seem to find anything on how to use templates to send a file as an attachment on create of a ticket. The things I have seen seem to all refer to attachments that are already contained in the ticket. Is there a $Email->Attachment = /home/hello.tar.gz or something similar? Many thanks, Adam Arlett -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at bharris.f2o.org Tue Jan 25 15:17:01 2005 From: rt at bharris.f2o.org (Brett Harris) Date: Tue, 25 Jan 2005 15:17:01 -0500 (EST) Subject: [rt-users] PAM Auth? In-Reply-To: <20050125170003.GR27116@chaka.net> References: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> <20050125154307.GN27116@chaka.net> <3066.38.112.69.22.1106672930.squirrel@www.f2o.org> <20050125170003.GR27116@chaka.net> Message-ID: <4349.38.112.69.22.1106684221.squirrel@www.f2o.org> Would it be possible to setup a "default" user level that takes the persons login information and spits back the cases related to their user? Then we would only need to manually configure the admins and tech support staff accounts, which are relatively static. -Brett Todd Chapman said: > Step one is getting RT/Apache to use AD for authentication. You > would then have to create the users in RT manually, or automatically > using the RT API. Then you would have to script group > synchronization between RT and AD. > > You might want to consider a support contract with Best Practical. > > -Todd > > On Tue, Jan 25, 2005 at 12:08:50PM -0500, Brett Harris wrote: >> Here is the way I would optimally like it to look. >> >> Group A, Admins, can see all requests, run reports, re-assign requests, >> and what not. >> >> Group B, tech support staff, can see unassigned requests and requests >> assigned to them, but not everyone's requests. >> >> Group C, everyone else. Create requests and see own requests. >> >> Will RT recognize users and groups pulled from AD and allow you to set >> permisions in this way? Do you have to setup each user? Will the users >> show up automatically in the admin interface, or is there something >> special I would have to do? >> >> Thanks, >> Brett >> >> Todd Chapman said: >> > Setup APache to use PAM and then setup RT to use Apache for auth. >> > >> > -Todd >> > >> > On Tue, Jan 25, 2005 at 10:41:10AM -0500, Brett Harris wrote: >> >> I need to setup a request tracking system that can authenticate >> agains >> >> our >> >> AD domain. We are currently using winbind/PAM on a number of linux >> >> systems for authentication, providing a large number of variable >> >> services >> >> all utilizing the same login info. Can RT be setup to use PAM? >> >> >> >> Thanks, >> >> Brett >> >> _______________________________________________ >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> >> RT Administrator and Developer training is coming to your town soon! >> >> (Boston, 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 at chaka.net Tue Jan 25 14:53:47 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 14:53:47 -0500 Subject: [rt-users] PAM Auth? In-Reply-To: <4349.38.112.69.22.1106684221.squirrel@www.f2o.org> References: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> <20050125154307.GN27116@chaka.net> <3066.38.112.69.22.1106672930.squirrel@www.f2o.org> <20050125170003.GR27116@chaka.net> <4349.38.112.69.22.1106684221.squirrel@www.f2o.org> Message-ID: <20050125195347.GT27116@chaka.net> I don't understand. On Tue, Jan 25, 2005 at 03:17:01PM -0500, Brett Harris wrote: > Would it be possible to setup a "default" user level that takes the > persons login information and spits back the cases related to their user? > Then we would only need to manually configure the admins and tech support > staff accounts, which are relatively static. > > -Brett > > Todd Chapman said: > > Step one is getting RT/Apache to use AD for authentication. You > > would then have to create the users in RT manually, or automatically > > using the RT API. Then you would have to script group > > synchronization between RT and AD. > > > > You might want to consider a support contract with Best Practical. > > > > -Todd > > > > On Tue, Jan 25, 2005 at 12:08:50PM -0500, Brett Harris wrote: > >> Here is the way I would optimally like it to look. > >> > >> Group A, Admins, can see all requests, run reports, re-assign requests, > >> and what not. > >> > >> Group B, tech support staff, can see unassigned requests and requests > >> assigned to them, but not everyone's requests. > >> > >> Group C, everyone else. Create requests and see own requests. > >> > >> Will RT recognize users and groups pulled from AD and allow you to set > >> permisions in this way? Do you have to setup each user? Will the users > >> show up automatically in the admin interface, or is there something > >> special I would have to do? > >> > >> Thanks, > >> Brett > >> > >> Todd Chapman said: > >> > Setup APache to use PAM and then setup RT to use Apache for auth. > >> > > >> > -Todd > >> > > >> > On Tue, Jan 25, 2005 at 10:41:10AM -0500, Brett Harris wrote: > >> >> I need to setup a request tracking system that can authenticate > >> agains > >> >> our > >> >> AD domain. We are currently using winbind/PAM on a number of linux > >> >> systems for authentication, providing a large number of variable > >> >> services > >> >> all utilizing the same login info. Can RT be setup to use PAM? > >> >> > >> >> Thanks, > >> >> Brett > >> >> _______________________________________________ > >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> >> > >> >> RT Administrator and Developer training is coming to your town soon! > >> >> (Boston, 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 From rt at bharris.f2o.org Tue Jan 25 15:49:16 2005 From: rt at bharris.f2o.org (Brett Harris) Date: Tue, 25 Jan 2005 15:49:16 -0500 (EST) Subject: [rt-users] PAM Auth? In-Reply-To: <20050125195347.GT27116@chaka.net> References: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> <20050125154307.GN27116@chaka.net> <3066.38.112.69.22.1106672930.squirrel@www.f2o.org> <20050125170003.GR27116@chaka.net> <4349.38.112.69.22.1106684221.squirrel@www.f2o.org> <20050125195347.GT27116@chaka.net> Message-ID: <4569.38.112.69.22.1106686156.squirrel@www.f2o.org> I'm trying to save myself the trouble of constantly keeping the entire company's userbase updated in the database. >> >> Group A, Admins, can see all requests, run reports, re-assign >> requests, >> >> and what not. >> >> >> >> Group B, tech support staff, can see unassigned requests and requests >> >> assigned to them, but not everyone's requests. These two groups of users I can add into the database manually, setting up permisions and whatnot. >> >> Group C, everyone else. Create requests and see own requests. This group I'd like to just set with a "default" permission set, and not have to setup each user whether by hand or by automatic script. Does that make any more sense? -Brett From terry.krile at noridian.com Tue Jan 25 15:59:49 2005 From: terry.krile at noridian.com (Terry Krile) Date: Tue, 25 Jan 2005 14:59:49 -0600 Subject: [rt-users] Numeric-only value in the Requestor Field Message-ID: When entering a numeric-only value in the Requestor Field, an error message is displayed: Could not find or create that user. The ticket is created but the value entered in the Requestor Field is lost. Is there a way to correct this to allow numeric-only values? To get around this, I am attempting to prepend the Requestor field with an alpha character but I am having trouble finding where the variable value is being set to the value in the input field. Anyone know where this is? Thanks, Terry Krile Technical Operations Support NAS Imaging Systems & Support Confidentiality Notice: This e-mail message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure, distribution or copying is prohibited. If you are not the intended recipient(s), please contact the sender by replying to this e-mail and destroy/delete all copies of this e-mail message. From rt at chaka.net Tue Jan 25 15:35:39 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 15:35:39 -0500 Subject: [rt-users] PAM Auth? In-Reply-To: <4569.38.112.69.22.1106686156.squirrel@www.f2o.org> References: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> <20050125154307.GN27116@chaka.net> <3066.38.112.69.22.1106672930.squirrel@www.f2o.org> <20050125170003.GR27116@chaka.net> <4349.38.112.69.22.1106684221.squirrel@www.f2o.org> <20050125195347.GT27116@chaka.net> <4569.38.112.69.22.1106686156.squirrel@www.f2o.org> Message-ID: <20050125203539.GU27116@chaka.net> On Tue, Jan 25, 2005 at 03:49:16PM -0500, Brett Harris wrote: > I'm trying to save myself the trouble of constantly keeping the entire > company's userbase updated in the database. Your going to need to script it or hack RT's automatic creation of users. > > >> >> Group A, Admins, can see all requests, run reports, re-assign > >> requests, > >> >> and what not. > >> >> > >> >> Group B, tech support staff, can see unassigned requests and requests > >> >> assigned to them, but not everyone's requests. > > These two groups of users I can add into the database manually, setting up > permisions and whatnot. OK > > >> >> Group C, everyone else. Create requests and see own requests. > > This group I'd like to just set with a "default" permission set, and not > have to setup each user whether by hand or by automatic script. You still need the users created in RT somehow. Once that is done, setting permissions should be easy. > > Does that make any more sense? > > -Brett > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 25 15:37:06 2005 From: rt at chaka.net (Todd Chapman) Date: Tue, 25 Jan 2005 15:37:06 -0500 Subject: [rt-users] Numeric-only value in the Requestor Field In-Reply-To: References: Message-ID: <20050125203706.GV27116@chaka.net> So you want all numeric usernames? RT doesn't support that. On Tue, Jan 25, 2005 at 02:59:49PM -0600, Terry Krile wrote: > When entering a numeric-only value in the Requestor Field, an error message > is displayed: Could not find or create that user. The ticket is created > but the value entered in the Requestor Field is lost. Is there a way to > correct this to allow numeric-only values? > > To get around this, I am attempting to prepend the Requestor field with an > alpha character but I am having trouble finding where the variable value is > being set to the value in the input field. Anyone know where this is? > > Thanks, > Terry Krile > Technical Operations Support > NAS Imaging Systems & Support > > Confidentiality Notice: This e-mail message is for the sole use of the > intended recipient(s) and may contain confidential and privileged > information. Any unauthorized review, use, disclosure, distribution or > copying is prohibited. If you are not the intended recipient(s), please > contact the sender by replying to this e-mail and destroy/delete all copies > of this e-mail 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 Ruslan.Zakirov at acronis.com Tue Jan 25 16:38:09 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 26 Jan 2005 00:38:09 +0300 Subject: [rt-users] changing status/owner via email pt2 In-Reply-To: <20050125130106.42541.qmail@web25703.mail.ukl.yahoo.com> References: <20050125130106.42541.qmail@web25703.mail.ukl.yahoo.com> Message-ID: <41F6BC41.8010902@acronis.com> Elaine . wrote: > hi > I tried the code below, no errors in the log, although > it strips out in the fault the Set-Owner or Set-Status > (good) that is logged, there are no emails sent as the What is logged? > only scrip i have set is user defined and nothing in > that says send an email ? If i then do another scrip This scrip can't send email, it change properties. So use blank template with it. > as "on correspond, reply to requestor with template > correspondence" then nothing gets stripped as its in > the other scrip ? Maybe i'm misunderstanding how i Hmm. Scrip execution order is unpredictable :( in RT. And this is very-very bad. Possible that RT runs "notify" first and only then runs your custom one. Move code from custom commit block to custom prepare block. > should be setting things up ? > > > my $AttachObj = > $self->TransactionObj->Attachments->First; > # go out if content is not text! > unless( $AttachObj->ContentType =~ /^text/ ) { > > return 1; > } > > my $content = $AttachObj->Content; > if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) { > > $self->TicketObj->SetOwner( $1 ); > } > if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) { > > $self->TicketObj->SetStatus( $1 ); > } > > # strip special commands from email content > $content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm; > $content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm; > > # silently overwrite attachment content > $AttachObj->__Set( Field => 'Content', Value => > $content ); > > 1; > > > > > > ___________________________________________________________ > ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From sh.hancock at gmail.com Tue Jan 25 17:00:48 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Tue, 25 Jan 2005 17:00:48 -0500 Subject: [rt-users] Re: Error on startup -- new install In-Reply-To: References: Message-ID: <78c5b1410501251400688f8488@mail.gmail.com> John, We are running RT on Fedora Core 3 here (also with Apache2 and modperl 1.99 & with sulinux disabled ) so I do not think your problem is with the Fedora Core setup. It looks to me like you have incorrect paths in your RT_SiteConfig.pm file or in your Apache (virtual server?) setup. Our setup looks like this: Apache: ServerName rt.ourdomain.com DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ErrorLog /var/log/rt-error_log CustomLog /var/log/rt-access_log common RT - (/usr/local/rt3/etc/RT_SiteConfig.pm) Set($rtname , "OurName"); Set($Organization , "ourdomain.com"); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , '********'); Set($DatabaseName , 'rt3'); Set($CanonicalizeEmailAddressMatch , 'rt.ourdomain.com$'); Set($CanonicalizeEmailAddressReplace , 'ourservername.ourdomain.com'); Set($CorrespondAddress , 'support at rt.ourdomain.com'); Set($CommentAddress , 'support at rt.ourdomain.com'); Set($WebPath, ""); Set($WebBaseURL , "http://rt.ourdomain.com"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); I'm sure there are other configs that work and this may not be the best solution but it works for us. We have RT in /usr/local and not the default /opt location. Stephen Hancock On Tue, 25 Jan 2005 07:00:33 -0800, John van Oppen wrote: > Ok... I had a few missing dependencies before (make testdeps finds more than the command listed in the howto for modperl2)... However, now I am totally stumped, anyone have any idea what I can do to get this one resolved? > > John :) > > Starting httpd: [Tue Jan 25 07:58:20 2005] [error] Can't locate /apps/rt3/bin/webmux.pl in @INC (@INC contains: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) line 1.\n > [Tue Jan 25 07:58:20 2005] [error] Can't load Perl file: /apps/rt3/bin/webmux.pl for server rt.pocketinet.com:0, exiting... > [FAILED] > [root at rt mail]# > -----Urspr?ngliche Nachricht----- > Von: brian mccabe [mailto:thealbs at yahoo.co.uk] > Gesendet: Tuesday, January 25, 2005 5:09 AM > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] Re: Error on startup -- new install > > > This may be related to the default SE-Linux settings > on FC3 installation? I had to set set it to "disabled" > (not the default) to get Apache to startup initially > after the RT install. > > > Message: 3 > > Date: Mon, 24 Jan 2005 18:36:58 -0800 > > From: "John van Oppen" > > Subject: [rt-users] Error on startup -- new install > > To: > > Message-ID: > > > > > > > Content-Type: text/plain; charset="us-ascii" > > > > Does anyone have an idea about this issue? > > > > This is a new install on a fedora core 3 box, > > utilizing the pre-build > > apache 2x and modperl... All CPAN modules are > > installed (I utilized > > the fedora core 2 howto on the wiki). > > > > I would love to figure out why this is not > > working... I was originally > > planning on upgrading our RT box and had this > > problem when going from a > > version a few back (3.0.11) to the current rev and > > thought I might as > > well start over, and add a new HD to our RT box. > > (I have the SQL > > running on a separate machine). > > > > ___________________________________________________________ > ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.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 > > From Ruslan.Zakirov at acronis.com Tue Jan 25 17:43:31 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 26 Jan 2005 01:43:31 +0300 Subject: [rt-users] RTx-Shredder In-Reply-To: <261430-220051225192042674@earnware.com> References: <261430-220051225192042674@earnware.com> Message-ID: <41F6CB93.8010508@acronis.com> Caleb Peters wrote: > Hello RT users, > > > > I downloaded and installed RTx-Shredder from CPAN and I installed the > patch that comes with it. I had it semi working in that, when I ran the > rtx-shredder script I got a message that said "49 tickets will be > deleted, are you shure?" and I said yes. It then acted like it worked If list was not empty then you had patch applied. Do you have any records in your RT logs? > but when I went and ran it again I got the exact same message. I then > applied the patch that came with the CPAN install and now when I run the > script I get "Ticket List Empty" which I know is not true because I'm > looking at the deleted tickets. I think you revert patch. > > > > I searched through the archives and it looks like some other people were > having the same problems I am experiencing but for everyone else when > the applied the patch it seemed to work for them. I'm just wondering, am > I doing something wrong. > > > > RT: 3.2.2 > > Debian Install > > MySQL 4.0.22 > > Perl 5.8.4 > > Apache 1.3.33 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Tue Jan 25 17:49:06 2005 From: ldriggers at fncinc.com (Les Driggers) Date: Tue, 25 Jan 2005 16:49:06 -0600 Subject: [rt-users] Upgrade problems Message-ID: <1106693346.3729.53.camel@localhost.localdomain> Hi all, I'm upgrading from rt-3.0.5 on RedHat 9 to 3.4.0rc6 on a new server. Version info on the new server: Fedora Core 3, Postgres 7.4.6, Apache 2.0.52, Perl 5.8.5, mod_perl 1.9916. I'll describe my problems first and anyone interested in helping can read on for more details. Everything seems to be OK except when I click a ticket, its history is blank. Another problem is when I do a search, not all owners are listed and Nobody is listed twice. Are these issues due to the problems shown below with the database updates? Upgrade steps: 1) Dump old database with 'pg_dumpall -U postgres > rt3-25jan05.bak' 2) Restore database on new server with 'psql -U postgres template1 < rt3.bak'. 3) Run make upgrade. Make upgrade finishes with: Congratulations. RT has been upgraded. You should now check-over /opt/rt3/etc/RT_Config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba- password --action schema --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba- password --action acl --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba- password --action insert --datadir etc/upgrade/ #ls etc/upgrade/ 3.1.0 3.1.15 3.1.17 3.3.0 3.3.11 I get the following errors trying to do the updates: # /opt/rt3/sbin/rt-setup-database --dba postgres --action schema -- datadir etc/upgrade/3.1.0 Creating database schema. Problem with statement: CREATE SEQUENCE attributes_id_seq ERROR: relation "attributes_id_seq" already exists at /opt/rt3/sbin/rt- setup-database line 205. # /opt/rt3/sbin/rt-setup-database --dba postgres --action acl --datadir etc/upgrade/3.1.0 Done setting up database ACLs. # /opt/rt3/sbin/rt-setup-database --dba postgres --action insert -- datadir etc/upgrade/3.1.0 Done setting up database content. # /opt/rt3/sbin/rt-setup-database --dba postgres --action schema -- datadir etc/upgrade/3.1.15 Creating database schema. Couldn't find schema file for Pg # /opt/rt3/sbin/rt-setup-database --dba postgres --action acl --datadir etc/upgrade/3.1.15 Couldn't find ACLS for Pg # /opt/rt3/sbin/rt-setup-database --dba postgres --action insert -- datadir etc/upgrade/3.1.15 Creating scrips...74.done. Done setting up database content. # /opt/rt3/sbin/rt-setup-database --dba postgres --action schema -- datadir etc/upgrade/3.1.17 Creating database schema. Couldn't find schema file for Pg # /opt/rt3/sbin/rt-setup-database --dba postgres --action acl --datadir etc/upgrade/3.1.17 Couldn't find ACLS for Pg # /opt/rt3/sbin/rt-setup-database --dba postgres --action insert -- datadir etc/upgrade/3.1.17 Creating ScripActions...20.21.done. Creating ScripConditions...11.done. Done setting up database content. # /opt/rt3/sbin/rt-setup-database --dba postgres --action schema -- datadir etc/upgrade/3.3.0 Creating database schema. Problem with statement: drop index ticketcustomfieldvalues1 ERROR: index "ticketcustomfieldvalues1" does not exist at /opt/rt3/sbin/rt-setup-database line 205. # /opt/rt3/sbin/rt-setup-database --dba postgres --action acl --datadir etc/upgrade/3.3.0 DBD::Pg::st execute failed: ERROR: relation "objectcustomfieldvalues" does not exist at /opt/rt3/sbin/rt-setup-database line 341. Problem with statement: GRANT SELECT, INSERT, UPDATE, DELETE ON objectcustomfieldvalues to rt; ERROR: relation "objectcustomfieldvalues" does not exist at /opt/rt3/sbin/rt-setup-database line 342. # /opt/rt3/sbin/rt-setup-database --dba postgres --action insert -- datadir etc/upgrade/3.3.0 Done setting up database content. # /opt/rt3/sbin/rt-setup-database --dba postgres --action schema -- datadir etc/upgrade/3.3.11 Creating database schema. Problem with statement: ALTER TABLE ObjectCustomFieldValues ADD COLUMN SortOrder INTEGER ERROR: relation "objectcustomfieldvalues" does not exist at /opt/rt3/sbin/rt-setup-database line 205. # /opt/rt3/sbin/rt-setup-database --dba postgres --action acl --datadir etc/upgrade/3.3.11 Done setting up database ACLs. # /opt/rt3/sbin/rt-setup-database --dba postgres --action insert -- datadir etc/upgrade/3.3.11 Done setting up database content. Thanks in advance, Les From joerg at die-herberts.de Tue Jan 25 19:49:55 2005 From: joerg at die-herberts.de (Joerg Herbert) Date: Wed, 26 Jan 2005 01:49:55 +0100 Subject: [rt-users] Altering the ticket-number in RT Message-ID: <41F6F743.5911.202CFBB@localhost> Hi all, I found a possible solution for the problem of altering the ticket- Number. I know this is by no way RT-Specific, but the info I found is outdated (1), so I thought, do an Wiki-Article after testing it, but this doesnt work: USE rt32; BEGIN WORK; LOCK TABLES Tickets WRITE; INSERT INTO Tickets (id) VALUES DATE_FORMAT(CURRENT_DATE,'%Y%m%d000')); DELETE FROM Tickets where id = DATE_FORMAT(CURRENT_DATE,'%Y%m%d000'); UNLOCK TABLES; COMMIT; the value is created, but not 20050126000 as expected. (1)http://web.archive.org/web/20030415214945/fsck.com/rtfm/article.htm l?id=5 I would be pleased if anybody could help. An wiki-article with the working version will follow. -- Bye for now, Bis denne, Joerg From tomisilori at yahoo.co.uk Wed Jan 26 08:38:28 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 26 Jan 2005 13:38:28 +0000 (GMT) Subject: [rt-users] RT and Starting Apache Message-ID: <20050126133828.15303.qmail@web26610.mail.ukl.yahoo.com> Hi everyone, Please, I decided to install a newer version of RT (v 3.2.2) on Redhat 8.0, perl 5.8.6 and mysql. however, i stopped the apache server in order to configure RT and create the virtual directores, but i get this error while trying to restart apache. please can any one help out. The error message is: usr/local/apache2/bin/apachectl start Syntax error on line 1054 of /usr/local/apache2/conf/httpd.conf : Invalid command 'PerlModule', perhaps mispelled or or defined by a module not included in the server configuration. Thanks all in anticipation of the assistance. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jalgermissen at topicmapping.com Wed Jan 26 08:46:47 2005 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Wed, 26 Jan 2005 14:46:47 +0100 Subject: [rt-users] RT and Starting Apache In-Reply-To: <20050126133828.15303.qmail@web26610.mail.ukl.yahoo.com> References: <20050126133828.15303.qmail@web26610.mail.ukl.yahoo.com> Message-ID: <41F79F47.7030203@topicmapping.com> Do you have mod_perl installed? Jan Oluwatomisin Ilori wrote: > Hi everyone, > Please, I decided to install a newer version of RT (v 3.2.2) on Redhat > 8.0, perl 5.8.6 and mysql. however, i stopped the apache server in > order to configure RT and create the virtual directores, but i get > this error while trying to restart apache. please can any one help > out. The error message is: > > usr/local/apache2/bin/apachectl start > > Syntax error on line 1054 of /usr/local/apache2/conf/httpd.conf : > Invalid command 'PerlModule', perhaps mispelled or or defined by a > module not included in the server configuration. > > Thanks all in anticipation of the assistance. > > > ------------------------------------------------------------------------ > *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 > -- Jan Algermissen Consultant & Programmer http://jalgermissen.com From tomisilori at yahoo.co.uk Wed Jan 26 08:49:15 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 26 Jan 2005 13:49:15 +0000 (GMT) Subject: [rt-users] RT and Starting Apache In-Reply-To: <41F79F47.7030203@topicmapping.com> Message-ID: <20050126134915.93110.qmail@web26608.mail.ukl.yahoo.com> Thanks, but I thought mod_perl comes with Apache. How can I check if i have it installed. I didn't do the installation myself but i doubt if it was installed seperately. Thanks a lot. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From rkagan at yorku.ca Wed Jan 26 08:42:12 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Wed, 26 Jan 2005 08:42:12 -0500 (EST) Subject: [rt-users] RT and Starting Apache In-Reply-To: <20050126133828.15303.qmail@web26610.mail.ukl.yahoo.com> References: <20050126133828.15303.qmail@web26610.mail.ukl.yahoo.com> Message-ID: This probably means that your mod_perl isn't being loaded. Check for that. 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 Wed, 26 Jan 2005, Oluwatomisin Ilori wrote: > Hi everyone, > Please, I decided to install a newer version of RT (v 3.2.2) on Redhat 8.0, perl 5.8.6 and mysql. however, i stopped the apache server in order to configure RT and create the virtual directores, but i get this error while trying to restart apache. please can any one help out. The error message is: > > usr/local/apache2/bin/apachectl start > > Syntax error on line 1054 of /usr/local/apache2/conf/httpd.conf : Invalid command 'PerlModule', perhaps mispelled or or defined by a module not included in the server configuration. > > Thanks all in anticipation of the assistance. > > > > --------------------------------- > ALL-NEW Yahoo! Messenger - all new features - even more fun! From Joseph_Micciche at Progressive.com Wed Jan 26 09:11:52 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 26 Jan 2005 09:11:52 -0500 Subject: [rt-users] Updated dependencies from 3.0.x to 3.2.2? In-Reply-To: <20050125220516.886E44D80B9@diesel.bestpractical.com> Message-ID: When upgrading from 3.0.x to 3.2.2, do any of the dependencies have to be updated as well? I read the install and upgrading instructions and there's no mention of it. We're behind a firewall w/ ftp disabled so no automated access to CPAN, I have to manually download each dependency and build by hand. TIA for any pointers. Joe Micciche From Ruslan.Zakirov at acronis.com Wed Jan 26 09:41:06 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 26 Jan 2005 17:41:06 +0300 Subject: [rt-users] [ANNOUNCE] RTx::Shredder 0.01_01 on its way to CPAN Message-ID: <41F7AC02.9020803@acronis.com> Hello, guys. I'm glad to ANNOUNCE new development snapshot of the shredder. It's ready for testing and requires it. Changes: * fix: validator now works * fix: Users shredding was not loaded at all * fea: --force, never ask questions, for cron users * fea: --sqldump, Shredder generates INSERT queries that allow you restore DB after shredding * inv: When delete users from groups we should delete delegated rights * fix: SYNOPSYS in Shredder.pm has bad example * fix: User should delete itself from GroupMembers and from Cached * fix: CachedGroupMember should delete other CGMs that are 'Via' current * upd: New documentation, README should be more clean Future roadmap before 0.02 release: * wait for your feedback, results of the testing * cover objects that was introduced in RT-3.2.x * implement deletes of the users(may be for 0.03) Best regards. Ruslan. From rt at chaka.net Wed Jan 26 09:47:39 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 26 Jan 2005 09:47:39 -0500 Subject: [rt-users] Updated dependencies from 3.0.x to 3.2.2? In-Reply-To: References: <20050125220516.886E44D80B9@diesel.bestpractical.com> Message-ID: <20050126144739.GD27116@chaka.net> Run "make testdeps" and find out. The answer is most likely yes. On Wed, Jan 26, 2005 at 09:11:52AM -0500, Joseph_Micciche at Progressive.com wrote: > > > > > When upgrading from 3.0.x to 3.2.2, do any of the dependencies have to be > updated as well? I read the install and upgrading instructions and there's > no mention of it. We're behind a firewall w/ ftp disabled so no automated > access to CPAN, I have to manually download each dependency and build by > hand. > > TIA for any pointers. > > Joe Micciche > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From cmap_sec at yahoo.co.uk Wed Jan 26 10:30:44 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Wed, 26 Jan 2005 15:30:44 +0000 (GMT) Subject: [rt-users] changing status/owner via email pt2 In-Reply-To: <41F6BC41.8010902@acronis.com> Message-ID: <20050126153044.30315.qmail@web25710.mail.ukl.yahoo.com> hi Thanks, I got it all sorted and explained in the wiki http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail Basically putting it in the prepartion code part of the scrip and having the scrip to email out AFTER the email cleanup happened. Thanks a lot ! Elaine --- "Ruslan U. Zakirov" wrote: > Elaine . wrote: > > hi > > I tried the code below, no errors in the log, > although > > it strips out in the fault the Set-Owner or > Set-Status > > (good) that is logged, there are no emails sent as > the > What is logged? > > > only scrip i have set is user defined and nothing > in > > that says send an email ? If i then do another > scrip > This scrip can't send email, it change properties. > So use blank template > with it. > > > as "on correspond, reply to requestor with > template > > correspondence" then nothing gets stripped as its > in > > the other scrip ? Maybe i'm misunderstanding how i > Hmm. Scrip execution order is unpredictable :( in > RT. And this is > very-very bad. Possible that RT runs "notify" first > and only then runs > your custom one. Move code from custom commit block > to custom prepare block. > > > should be setting things up ? > > > > > > my $AttachObj = > > $self->TransactionObj->Attachments->First; > > # go out if content is not text! > > unless( $AttachObj->ContentType =~ /^text/ ) { > > > > return 1; > > } > > > > my $content = $AttachObj->Content; > > if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) > { > > > > $self->TicketObj->SetOwner( $1 ); > > } > > if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) > { > > > > $self->TicketObj->SetStatus( $1 ); > > } > > > > # strip special commands from email content > > $content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm; > > $content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm; > > > > # silently overwrite attachment content > > $AttachObj->__Set( Field => 'Content', Value => > > $content ); > > > > 1; > > > > > > > > > > > > > ___________________________________________________________ > > > ALL-NEW Yahoo! Messenger - all new features - even > more fun! http://uk.messenger.yahoo.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 > > ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From Ruslan.Zakirov at acronis.com Wed Jan 26 10:41:11 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 26 Jan 2005 18:41:11 +0300 Subject: [rt-users] changing status/owner via email pt2 In-Reply-To: <20050126153044.30315.qmail@web25710.mail.ukl.yahoo.com> References: <20050126153044.30315.qmail@web25710.mail.ukl.yahoo.com> Message-ID: <41F7BA17.7030409@acronis.com> I didn't know but there is other similar extension on http://www.usit.uio.no/it/rt/modifications.html Elaine . wrote: > hi > Thanks, I got it all sorted and explained in the wiki > http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail > > Basically putting it in the prepartion code part of > the scrip and having the scrip to email out AFTER the > email cleanup happened. > Thanks a lot ! > Elaine > > --- "Ruslan U. Zakirov" > wrote: > >>Elaine . wrote: >> >>>hi >>>I tried the code below, no errors in the log, >> >>although >> >>>it strips out in the fault the Set-Owner or >> >>Set-Status >> >>>(good) that is logged, there are no emails sent as >> >>the >>What is logged? >> >> >>>only scrip i have set is user defined and nothing >> >>in >> >>>that says send an email ? If i then do another >> >>scrip >>This scrip can't send email, it change properties. >>So use blank template >>with it. >> >> >>>as "on correspond, reply to requestor with >> >>template >> >>>correspondence" then nothing gets stripped as its >> >>in >> >>>the other scrip ? Maybe i'm misunderstanding how i >> >>Hmm. Scrip execution order is unpredictable :( in >>RT. And this is >>very-very bad. Possible that RT runs "notify" first >>and only then runs >>your custom one. Move code from custom commit block >>to custom prepare block. >> >> >>>should be setting things up ? >>> >>> >>>my $AttachObj = >>>$self->TransactionObj->Attachments->First; >>># go out if content is not text! >>>unless( $AttachObj->ContentType =~ /^text/ ) { >>> >>> return 1; >>>} >>> >>>my $content = $AttachObj->Content; >>>if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) >> >>{ >> >>> $self->TicketObj->SetOwner( $1 ); >>>} >>>if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) >> >>{ >> >>> $self->TicketObj->SetStatus( $1 ); >>>} >>> >>># strip special commands from email content >>>$content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm; >>>$content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm; >>> >>># silently overwrite attachment content >>>$AttachObj->__Set( Field => 'Content', Value => >>>$content ); >>> >>>1; >>> >>> >>> >>> >>> >>> >> > ___________________________________________________________ > >>>ALL-NEW Yahoo! Messenger - all new features - even >> >>more fun! http://uk.messenger.yahoo.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 >> >> > > > > > > > ___________________________________________________________ > ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From erushany at armdev.am Wed Jan 26 10:34:50 2005 From: erushany at armdev.am (Eduard Rushanian) Date: Wed, 26 Jan 2005 19:34:50 +0400 Subject: [rt-users] User account "recognition" Message-ID: <002701c503bc$93576380$1e0d250a@armdev.am> Hi list, Using RT version 3.0.11 Let's say following user has privileged account in RT: Username: Fullname Email: Fullname at company.com When creating ticket by E-mail, new account creates automatically (Self Service) with following: Username: Fullname at company.com Email: Fullname at company.com So here is my question: I'm interested in how to prevent creation of such account and force RT to recognize users by Email, meaning that if privileged account exists in system, then handle incoming requestor as same user, and vice versa. I believe that such option exists in RT so if anyone experienced please point me to right direction. Thanks, Best Eduard -------------- next part -------------- An HTML attachment was scrubbed... URL: From Julian_Dunn at cbc.ca Wed Jan 26 10:37:05 2005 From: Julian_Dunn at cbc.ca (Julian C. Dunn) Date: Wed, 26 Jan 2005 10:37:05 -0500 Subject: [rt-users] RT2 to RT3 user import problems Message-ID: <1106753825.29864.56.camel@localhost> Hi folks, I'm migrating an old RT 2.0.7 installation to RT 3.2.2 and we've pretty much got it working (with some homegrown hackery to ease the migration) except for one thing: some user accounts are being mangled by the importer. The root cause appears to be that somehow, RT 2.0.7 allows multiple tuples in the users table to contain the same e-mail address, and sometimes with different case, for example: rt2=> select name, emailaddress from users where emailaddress like 'Michael_Douglas%'; name | emailaddress ------------------------+------------------------ douglasm | Michael_Douglas at CBC.CA Michael_Douglas at CBC.CA | Michael_Douglas at CBC.CA Subsequently, when the dumpfile-to-rt-3.0 script runs, it seems to prioritize the user import based on the e-mail address: rt3=> select name, emailaddress from users where emailaddress like 'Michael_Douglas%'; name | emailaddress ------------------------+------------------------ Michael_Douglas at CBC.CA | Michael_Douglas at CBC.CA (1 row) rt3=> select name, emailaddress from users where name = 'douglasm'; name | emailaddress ------+-------------- (0 rows) This is very bad, because the user logs in using the "douglasm" user ID and it's gone (and the attribution of tickets to that person are lost). Is there any way to fix this, either in the importer, or otherwise? - Julian -- -- Julian C. Dunn, B.A.Sc, P.Eng. -- Platform Administrator, CBC.ca Production & Operations -- Office: 2C310-Q * Tel.: (416) 205-3311 x5592 From jkikpole at cairodurham.org Wed Jan 26 11:04:01 2005 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 26 Jan 2005 11:04:01 -0500 Subject: [rt-users] Still slow, RAM-hog Message-ID: I've run through nearly every idea that I've had and I still can't make RT behave as quick or stable as I know it can. (It consumes too much memory and then apache log file rotation causes apache to crash instead of restart.) Here is what I've tried. Please make any "next step" suggestions that come to mind. - Checked Apache's logs - Reinstalled and/or upgraded all Perl libraries - Reinstalled and upgraded mod_perl - Reinstalled and upgraded Apache 1.3.x - Enabled and checked RT's logs - Enabled and checked MySQL logging - Reinstalled RT 3.2.2 - Installed RT 3.2.2 on different server with fresh mod_perl, etc. installs and then have it reference the original MySQL server. - Switch from mod_perl to FastCGI install. The switch to FastCGI was just today. An interesting change did occur, even though it didn't fix the problems with performance and the inability to load our longest tickets. Loading a long ticket would pause for several dozen seconds and then display a large chunk of the ticket's display all in one shot. Another long pause, another chunk. etc. However, one of our largest tickets wouldn't display any more than before. Instead of just trying to render indefinitely, as did before, it paused for a little more than 2 minutes and then the page suddenly ended like this: (final "good" section included for the sake of providing some context) Comments about this user:
No comment entered about this user
This user's 10 highest priority tickets:
200 OK

OK

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, webmaster at cairodurham.org and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Apache/1.3.31 Server at cns.cairodurham.org Port 80
The sudden change from "
References: <5.2.1.1.2.20050121144708.01f93c10@po14.mit.edu> <78c5b141050122092843c3f2de@mail.gmail.com> Message-ID: <78c5b141050126081729069f87@mail.gmail.com> Andy, Thanks for the input. After much time spent on this issue, I have concluded that it is impossible to grant a user (who belongs to any group) privileges only to save to 'My Saved Searches'. The problem seems to be that in order to save at all, one must have modifyself and loadsavedsearches (the latter which is only available through global group access). Group access only has show and edit. So if a user belongs to any group or subgroup, all the groups show in the dialog box and they can save or edit. It looks to me like its all or nothing in terms of capability. One can't see the saved searches unless the loadsavedsearches is grated. And once this is enabled, the user can save or edit all the searches in all groups they are a member of or none of them. I think this correct but maybe I am still overlooking something. At anyrate this will do for us at this point as we are now directing our attention to integration with Bugzilla which is a top priority for management. I'll probably be begging for help on this soon. Thanks again, Stephen On Sun, 23 Jan 2005 11:27:56 -0500, Andy Harrison wrote: > On Sat, 22 Jan 2005 12:28:14 -0500, Stephen Hancock > wrote: > > I have also been trying these rights out and am confused. We would > > I'm still a little confused at what you're getting. It works fine for > me though, so I'll tell you how I have it set up. > > I have very little in the global group permissions section, basically > just management has EditSavedSearches. No global user rights at all. > > Then the rights are doled out under the individual groups. I have a > group "Support" (a collection of related groups) that has > ShowSavedSearches. Group CSS_TL (customer service team leaders group) > is a member of Support, but the CSS_TL has EditSavedSearches right > where Support does not. > > HTH. > > -- > Andy Harrison > > From vakumar at blackrock.com Wed Jan 26 10:27:05 2005 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Wed, 26 Jan 2005 10:27:05 -0500 Subject: [rt-users] Update multiple tickets clears custom fields in tickets (RT 3.2.2) Message-ID: Hi, I am using RT 3.2.2 with MySql 4.0.15. I am trying to use the "Update multiple tickets" feature, but it clears custom fields in the tickets that I update. - I do a search and then select the Update multiple tickets link. (note that both of the tickets are in the same queue and have a custom field value) - In the Bulk ticket update screen, choose Make Status to be "open" and press "Update All" - I get the following messages: Ticket 14447: Ticket 14447: Status: Status changed from resolved to open by user1 Ticket 14447: CFVal1 is no longer a value for custom field CFName Ticket 14448: Ticket 14448: Status: Status changed from resolved to open by user1 Ticket 14448: CFVal2 is no longer a value for custom field CFName Why is this occuring? I am not moving the tickets to another queue. I could select the value for custom field CFName from the Update screen as well, but as in this case, the tickets don't always have the same custom field value. Thanks! From cervin at intelenet.net Wed Jan 26 11:58:27 2005 From: cervin at intelenet.net (Chance Ervin) Date: Wed, 26 Jan 2005 08:58:27 -0800 Subject: [rt-users] Showing only recent ticket history Message-ID: <9C104AD2CBB9CD419C8B1C11A294BB1A164F36@webmail.intelenet.net> When a ticket is very long, it can take a long time to build the html on the display page. Is there a way to only display something like "only the last 5 updates to the ticket"? Or some magical number which may be site independent? This is usually still relevant to the ticket, and wouldn't take forever to load. Another button could be placed to see full ticket history, I suppose. Has anyone worked on, or thought about this? -- ----------------------------- InteleNet Communications Inc. "Help me help you." Chance Ervin - SCSA -- Jerry Maguire Oracle Certified Professional Systems Engineer -------------- next part -------------- An HTML attachment was scrubbed... URL: From stevep at sga.org Wed Jan 26 12:29:07 2005 From: stevep at sga.org (Steve Palm) Date: Wed, 26 Jan 2005 11:29:07 -0600 Subject: [rt-users] date/time in log file in UTC ? Message-ID: Hi all, I can't seem to find a way to get the date/time in the log file to be in the local timezone as opposed to UTC time. It may be a system thing, or a perl thing rather than just something in RT since a new process I tried using Mime::Lite is sending emails with UTC dates as well. However, dates/times displayed in RT are correct, just the log file is wrong. Any thoughts on what I should check? TZ is set to :US/Central, perl has d_setlocale set. Thanks! ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From jkikpole at cairodurham.org Wed Jan 26 13:50:00 2005 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Wed, 26 Jan 2005 13:50:00 -0500 Subject: [rt-users] Wrong schema? Message-ID: <14E6351A-6FCB-11D9-AB8D-000A95C01924@cairodurham.org> I was trying to look through my MySQL tables for things that didn't match rt3/etc/schema.mysql and found that I had a few "extra" indexes. Could these be a problem? Details below, for the interested. Thanks in advance, Jaime mysql> show index from Groups; +--------+------------+----------+--------------+------------- +-----------+-------------+----------+--------+------+------------ +---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +--------+------------+----------+--------------+------------- +-----------+-------------+----------+--------+------+------------ +---------+ | Groups | 0 | PRIMARY | 1 | id | A | 20973 | NULL | NULL | | BTREE | | | Groups | 1 | Groups1 | 1 | Domain | A | 4 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups1 | 2 | Instance | A | 20973 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups1 | 3 | Type | A | 20973 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups1 | 4 | id | A | 20973 | NULL | NULL | | BTREE | | | Groups | 1 | Groups2 | 1 | Type | A | 2 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups2 | 2 | Instance | A | 20973 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups2 | 3 | Domain | A | 20973 | NULL | NULL | YES | BTREE | | +--------+------------+----------+--------------+------------- +-----------+-------------+----------+--------+------+------------ +---------+ 8 rows in set (0.05 sec) mysql> show index from CachedGroupMembers; +--------------------+------------+------------+-------------- +-------------+-----------+-------------+----------+--------+------ +------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +--------------------+------------+------------+-------------- +-------------+-----------+-------------+----------+--------+------ +------------+---------+ | CachedGroupMembers | 0 | PRIMARY | 1 | id | A | 41456 | NULL | NULL | | BTREE | | | CachedGroupMembers | 1 | DisGrouMem | 1 | GroupId | A | 41456 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | DisGrouMem | 2 | MemberId | A | 41456 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | DisGrouMem | 3 | Disabled | A | 41456 | NULL | NULL | | BTREE | | | CachedGroupMembers | 1 | GrouMem | 1 | GroupId | A | 41456 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | GrouMem | 2 | MemberId | A | 41456 | NULL | NULL | YES | BTREE | | +--------------------+------------+------------+-------------- +-------------+-----------+-------------+----------+--------+------ +------------+---------+ 6 rows in set (0.10 sec) mysql> show index from Users; +-------+------------+----------+--------------+-------------- +-----------+-------------+----------+--------+------+------------ +---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +-------+------------+----------+--------------+-------------- +-----------+-------------+----------+--------+------+------------ +---------+ | Users | 0 | PRIMARY | 1 | id | A | 596 | NULL | NULL | | BTREE | | | Users | 0 | Users1 | 1 | Name | A | 596 | NULL | NULL | | BTREE | | | Users | 1 | Users2 | 1 | Name | A | 596 | NULL | NULL | | BTREE | | | Users | 1 | Users3 | 1 | id | A | 596 | NULL | NULL | | BTREE | | | Users | 1 | Users3 | 2 | EmailAddress | A | 596 | NULL | NULL | YES | BTREE | | | Users | 1 | Users4 | 1 | EmailAddress | A | 596 | NULL | NULL | YES | BTREE | | +-------+------------+----------+--------------+-------------- +-----------+-------------+----------+--------+------+------------ +---------+ 6 rows in set (0.02 sec) mysql> show index from Tickets; +---------+------------+----------+--------------+------------- +-----------+-------------+----------+--------+------+------------ +---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +---------+------------+----------+--------------+------------- +-----------+-------------+----------+--------+------+------------ +---------+ | Tickets | 0 | PRIMARY | 1 | id | A | 5168 | NULL | NULL | | BTREE | | | Tickets | 1 | Tickets1 | 1 | Queue | A | 9 | NULL | NULL | | BTREE | | | Tickets | 1 | Tickets1 | 2 | Status | A | 23 | NULL | NULL | YES | BTREE | | | Tickets | 1 | Tickets2 | 1 | Owner | A | 21 | NULL | NULL | | BTREE | | | Tickets | 1 | Tickets3 | 1 | EffectiveId | A | 5168 | NULL | NULL | | BTREE | | | Tickets | 1 | Tickets4 | 1 | id | A | 5168 | NULL | NULL | | BTREE | | | Tickets | 1 | Tickets4 | 2 | Status | A | 5168 | NULL | NULL | YES | BTREE | | | Tickets | 1 | Tickets5 | 1 | id | A | 5168 | NULL | NULL | | BTREE | | | Tickets | 1 | Tickets5 | 2 | EffectiveId | A | 5168 | NULL | NULL | | BTREE | | | Tickets | 1 | Tickets6 | 1 | EffectiveId | A | 5168 | NULL | NULL | | BTREE | | | Tickets | 1 | Tickets6 | 2 | Type | A | 5168 | NULL | NULL | YES | BTREE | | +---------+------------+----------+--------------+------------- +-----------+-------------+----------+--------+------+------------ +---------+ 11 rows in set (0.05 sec) mysql> show index from TicketCustomFieldValues; +-------------------------+------------+-------------------------- +--------------+-------------+-----------+-------------+---------- +--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +-------------------------+------------+-------------------------- +--------------+-------------+-----------+-------------+---------- +--------+------+------------+---------+ | TicketCustomFieldValues | 0 | PRIMARY | 1 | id | A | 2446 | NULL | NULL | | BTREE | | | TicketCustomFieldValues | 1 | TicketCustomFieldValues1 | 1 | CustomField | A | 5 | NULL | NULL | | BTREE | | | TicketCustomFieldValues | 1 | TicketCustomFieldValues1 | 2 | Ticket | A | 2446 | NULL | NULL | | BTREE | | | TicketCustomFieldValues | 1 | TicketCustomFieldValues1 | 3 | Content | A | 2446 | NULL | NULL | YES | BTREE | | | TicketCustomFieldValues | 1 | TicketCustomFieldValues2 | 1 | CustomField | A | 1 | NULL | NULL | | BTREE | | | TicketCustomFieldValues | 1 | TicketCustomFieldValues2 | 2 | Ticket | A | 2446 | NULL | NULL | | BTREE | | +-------------------------+------------+-------------------------- +--------------+-------------+-----------+-------------+---------- +--------+------+------------+---------+ 6 rows in set (0.05 sec) From rmreis at cpqd.com.br Wed Jan 26 14:16:26 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Wed, 26 Jan 2005 17:16:26 -0200 Subject: [rt-users] Grant Privileges... Is there something like "ShowMyTicket"??? Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F8A@MAILSRV1.aquarius.cpqd.com.br> Hello There!!! I've a doubt about grant privileges.... For example, There are 2 queues in my RT: Test and Develop. And I've a user that has privileges to act in Test tickets but doesn't have privileges to act in Develop tickets, although he cans only create and follow tickets in this Develop queue. To solve this problem, I grant this user with "CreateTicket" and "SeeQueue" into Develop queue. My doubt is about the "ShowTicket" privilege, because if I check this privilege to this user, he will see all the Develop tickets (and I don't want it because the others develop tickets doen?t matter for him) and if uncheck this option, he cannot see / follow his ticket!! Is there a privilege like "ShowMyTicket"? Because I want that this user just see ticket's created by him!!! Well... I don't know if my doubt it's so clear.... but I tried!! :) 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 tomisilori at yahoo.co.uk Wed Jan 26 14:34:08 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Wed, 26 Jan 2005 19:34:08 +0000 (GMT) Subject: [rt-users] RT and Starting Apache In-Reply-To: <41F79F47.7030203@topicmapping.com> Message-ID: <20050126193408.33934.qmail@web26604.mail.ukl.yahoo.com> Ok, thanks..just discovered that mod_perl wasn't installed. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From sh.hancock at gmail.com Wed Jan 26 14:35:14 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Wed, 26 Jan 2005 14:35:14 -0500 Subject: [rt-users] date/time in log file in UTC ? In-Reply-To: References: Message-ID: <78c5b14105012611355654da9b@mail.gmail.com> There is a note on this in the Gossamer Threads archive, see: http://www.gossamer-threads.com/lists/rt/users/25510?search_string=Time%20in%20RT;#25510 Apparently this behavior is correct. Stephen Hancock On Wed, 26 Jan 2005 11:29:07 -0600, Steve Palm wrote: > > Hi all, > > I can't seem to find a way to get the date/time in the log file to be > in the local timezone as opposed to UTC time. It may be a system thing, > or a perl thing rather than just something in RT since a new process I > tried using Mime::Lite is sending emails with UTC dates as well. > > However, dates/times displayed in RT are correct, just the log file is > wrong. > > Any thoughts on what I should check? TZ is set to :US/Central, perl > has d_setlocale set. > > Thanks! > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 rodney.caston at match.com Wed Jan 26 14:56:40 2005 From: rodney.caston at match.com (Rodney Caston) Date: Wed, 26 Jan 2005 13:56:40 -0600 Subject: [rt-users] attachments (images) showing up as broken images? Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27E3B@da0shme010.match.corp> Has anyone ever experienced the issue by which a user attaches a .jpg or .gif file and instead of having the image display inside the ticket, it only shows the broken image box (small box with red X) ? From shildret at scotth.emsphone.com Wed Jan 26 14:44:53 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 26 Jan 2005 13:44:53 -0600 Subject: [rt-users] Tables rt 3.2.1 -> 3.4.0.RC6 In-Reply-To: <1106668574.15621.17.camel@scotth.emsphone.com> References: <1106668574.15621.17.camel@scotth.emsphone.com> Message-ID: <1106768693.15621.66.camel@scotth.emsphone.com> Okay, I think I can load the 3.2.1 dump into mysql, then run sbin/rt-setup-database as the upgrade describes. The instructions show using --datadir=etc/. The etc/upgrade contains 3.1.? and 3.3.0 & 3.3.11. Do I need to run the rt-setup-database with version 3.3.0 dir and then run with 3.3.11 dir? Thanks. On Tue, 2005-01-25 at 09:56 -0600, Scott T. Hildreth wrote: > Forgive me if this has been posted. I thought it was asked before, I > can't seem to find it. Can I dump the tables from 3.2.1 and import them > into a 3.4 Database? (Mysql) I am going to look through the schema now, > just thought I would see if someone has done that or knows the answer. > > Thanks, > STH -- Scott T. Hildreth From mle at Niku.com Wed Jan 26 15:06:10 2005 From: mle at Niku.com (Mai Le) Date: Wed, 26 Jan 2005 12:06:10 -0800 Subject: [rt-users] Grant Privileges... Is there something like"ShowMyTicket"??? Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C014B16C9@RWC-EXCHANGE-VS.Niku.com> You can grant "Requestor" with "ShowTicket" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rodolfo de Moraes Reis Sent: Wednesday, January 26, 2005 11:16 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Grant Privileges... Is there something like"ShowMyTicket"??? Hello There!!! I've a doubt about grant privileges.... For example, There are 2 queues in my RT: Test and Develop. And I've a user that has privileges to act in Test tickets but doesn't have privileges to act in Develop tickets, although he cans only create and follow tickets in this Develop queue. To solve this problem, I grant this user with "CreateTicket" and "SeeQueue" into Develop queue. My doubt is about the "ShowTicket" privilege, because if I check this privilege to this user, he will see all the Develop tickets (and I don't want it because the others develop tickets doen?t matter for him) and if uncheck this option, he cannot see / follow his ticket!! Is there a privilege like "ShowMyTicket"? Because I want that this user just see ticket's created by him!!! Well... I don't know if my doubt it's so clear.... but I tried!! :) 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 CONFIDENTIALITY NOTICE: The information contained in this message and or attachments is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination, copying, or other use of this information by persons or entities other than the intended recipient is prohibited. If you received this e-mail or its attachments in error, please contact the sender and delete the material from any system and destroy any copies. From vakumar at blackrock.com Wed Jan 26 17:06:21 2005 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Wed, 26 Jan 2005 17:06:21 -0500 Subject: [rt-users] Showing only recent ticket history Message-ID: If you look at html/Ticket/Elements/ShowHistory, you will notice that it iterates through each Transaction. But before doing anything with the transaction, it invokes the callback "SkipTransaction". So it appears that you might be able to implement this callback and have it accept only the first 5 updates to the ticket. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chance Ervin Sent: Wednesday, January 26, 2005 11:58 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Showing only recent ticket history When a ticket is very long, it can take a long time to build the html on the display page. Is there a way to only display something like "only the last 5 updates to the ticket"? Or some magical number which may be site independent? This is usually still relevant to the ticket, and wouldn't take forever to load. Another button could be placed to see full ticket history, I suppose. Has anyone worked on, or thought about this? -- ----------------------------- InteleNet Communications Inc. "Help me help you." Chance Ervin - SCSA -- Jerry Maguire Oracle Certified Professional Systems Engineer -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickm at 3d3.com Wed Jan 26 18:03:48 2005 From: rickm at 3d3.com (Rick Measham) Date: Thu, 27 Jan 2005 10:03:48 +1100 Subject: [rt-users] Resetting RT's DB Message-ID: <1106780628.4111.13.camel@rickm.local> We've had RT installed for a few weeks for internal testing and customising. We're almost ready to put it live, however I just need to make sure of one thing: The data is ALL in the db right? If so, I just need to delete the database and recreate it from the schemas in the install. Can someone else confirm my suspicions? 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 rt at chaka.net Wed Jan 26 17:41:52 2005 From: rt at chaka.net (Todd Chapman) Date: Wed, 26 Jan 2005 17:41:52 -0500 Subject: [rt-users] Resetting RT's DB In-Reply-To: <1106780628.4111.13.camel@rickm.local> References: <1106780628.4111.13.camel@rickm.local> Message-ID: <20050126224152.GH27116@chaka.net> Yes, but you would loose all custom templates and scrips. -Todd On Thu, Jan 27, 2005 at 10:03:48AM +1100, Rick Measham wrote: > We've had RT installed for a few weeks for internal testing and > customising. We're almost ready to put it live, however I just need to > make sure of one thing: > > The data is ALL in the db right? > > If so, I just need to delete the database and recreate it from the > schemas in the install. > > Can someone else confirm my suspicions? > > Cheers! > 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 mloftis at wgops.com Wed Jan 26 18:52:59 2005 From: mloftis at wgops.com (Michael Loftis) Date: Wed, 26 Jan 2005 16:52:59 -0700 Subject: [rt-users] Resetting RT's DB In-Reply-To: <1106780628.4111.13.camel@rickm.local> References: <1106780628.4111.13.camel@rickm.local> Message-ID: --On Thursday, January 27, 2005 10:03 +1100 Rick Measham wrote: > We've had RT installed for a few weeks for internal testing and > customising. We're almost ready to put it live, however I just need to > make sure of one thing: > > The data is ALL in the db right? > > If so, I just need to delete the database and recreate it from the > schemas in the install. > > Can someone else confirm my suspicions? Yup this is right, just be careful about replying to dead testing ticket IDs ;) From matthew.watson at staff.netspace.net.au Wed Jan 26 20:09:33 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Thu, 27 Jan 2005 12:09:33 +1100 Subject: [rt-users] Grant Privileges... Is there something like"ShowMyTicket"??? Message-ID: <56F211C5E3F24F47B103EA1B253822BE460F42@vic-cr-ex1.staff.netspace.net.au> How about granting "ShowTicket" to the "Requestor" group? Regards, Matt. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Rodolfo de Moraes Reis > Sent: Thursday, January 27, 2005 3:16 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Grant Privileges... Is there something > like"ShowMyTicket"??? > > Hello There!!! > > I've a doubt about grant privileges.... > > For example, There are 2 queues in my RT: Test and Develop. And I've a > user that has privileges to act in Test tickets but doesn't have > privileges to act in Develop tickets, although he cans only create and > follow tickets in this Develop queue. To solve this problem, I grant this > user with "CreateTicket" and "SeeQueue" into Develop queue. My doubt is > about the "ShowTicket" privilege, because if I check this privilege to > this user, he will see all the Develop tickets (and I don't want it > because the others develop tickets doen?t matter for him) and if uncheck > this option, he cannot see / follow his ticket!! Is there a privilege like > "ShowMyTicket"? Because I want that this user just see ticket's created by > him!!! > > Well... I don't know if my doubt it's so clear.... but I tried!! :) > > Thank's for regards!!!! > > Rodolfo de Moraes Reis This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From atossava at cc.helsinki.fi Thu Jan 27 02:41:46 2005 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Thu, 27 Jan 2005 09:41:46 +0200 (EET) Subject: [rt-users] Keeping only some admins cc'd in mail? Message-ID: <200501270741.j0R7fkpb002119@kruuna.helsinki.fi> Hello, A site I work with is using RT 3.0.11. For now, responses from requestors are not sent to the RT workers in e-mail, but I for one would rather prefer to receive them in e-mail instead of having to use the web interface to look for open tickets I own. However, all the other RT workers may not want the same to apply to them. Is there already a generic kosher way of specifying that only a particular subset of RT workers should receive e-mail copies of responses to tickets they own? -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From rmreis at cpqd.com.br Thu Jan 27 05:50:03 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Thu, 27 Jan 2005 08:50:03 -0200 Subject: RES: [rt-users] Grant Privileges... Is there something like"ShowMyTicket"??? Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F8B@MAILSRV1.aquarius.cpqd.com.br> Ok... I understood!! But if I granted "ShowTicket" to the requestor group, do you agree with me that a user will can see (and follow it) others ticket's that he was not a requestor?? For example... this user will see ticket's created by other user of requestor group. And, it's that I don?t want happens.... Thank's ALL!!!! Regards, Rodolfo. -----Mensagem original----- De: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Enviada em: quarta-feira, 26 de janeiro de 2005 23:10 Para: Rodolfo de Moraes Reis; rt-users at lists.bestpractical.com Assunto: RE: [rt-users] Grant Privileges... Is there something like"ShowMyTicket"??? How about granting "ShowTicket" to the "Requestor" group? Regards, Matt. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Rodolfo de Moraes Reis > Sent: Thursday, January 27, 2005 3:16 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Grant Privileges... Is there something > like"ShowMyTicket"??? > > Hello There!!! > > I've a doubt about grant privileges.... > > For example, There are 2 queues in my RT: Test and Develop. And I've a > user that has privileges to act in Test tickets but doesn't have > privileges to act in Develop tickets, although he cans only create and > follow tickets in this Develop queue. To solve this problem, I grant this > user with "CreateTicket" and "SeeQueue" into Develop queue. My doubt is > about the "ShowTicket" privilege, because if I check this privilege to > this user, he will see all the Develop tickets (and I don't want it > because the others develop tickets doen?t matter for him) and if uncheck > this option, he cannot see / follow his ticket!! Is there a privilege like > "ShowMyTicket"? Because I want that this user just see ticket's created by > him!!! > > Well... I don't know if my doubt it's so clear.... but I tried!! :) > > Thank's for regards!!!! > > Rodolfo de Moraes Reis This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From matthew.watson at staff.netspace.net.au Thu Jan 27 05:53:09 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Thu, 27 Jan 2005 21:53:09 +1100 Subject: [rt-users] Grant Privileges... Is there something like"ShowMyTicket"??? Message-ID: <56F211C5E3F24F47B103EA1B253822BE460F61@vic-cr-ex1.staff.netspace.net.au> > > Ok... I understood!! Hehe, sorry, it was early morning and I didn't read all the replies properly > But if I granted "ShowTicket" to the requestor group, > do you agree with me that a user will can see (and follow it) others > ticket's that he was not a requestor?? For example... this user will see > ticket's created by other user of requestor group. And, it's that I don?t > want happens.... I don't believe that happens. There is a separate "Requestor" group for each and every ticket. The user will only be able to see the tickets they are the requestor for. Regards, Matt. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From rmreis at cpqd.com.br Thu Jan 27 06:28:29 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Thu, 27 Jan 2005 09:28:29 -0200 Subject: RES: [rt-users] Grant Privileges... Is there somethinglike"ShowMyTicket"??? Message-ID: <097013530AD6F24F8D21F7CABCB26A250110C01B@MAILSRV1.aquarius.cpqd.com.br> Thank's all.... it?s working fine now!! 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: quinta-feira, 27 de janeiro de 2005 08:50 Para: Matthew Watson; rt-users at lists.bestpractical.com Assunto: RES: [rt-users] Grant Privileges... Is there somethinglike"ShowMyTicket"??? Ok... I understood!! But if I granted "ShowTicket" to the requestor group, do you agree with me that a user will can see (and follow it) others ticket's that he was not a requestor?? For example... this user will see ticket's created by other user of requestor group. And, it's that I don?t want happens.... Thank's ALL!!!! Regards, Rodolfo. -----Mensagem original----- De: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] Enviada em: quarta-feira, 26 de janeiro de 2005 23:10 Para: Rodolfo de Moraes Reis; rt-users at lists.bestpractical.com Assunto: RE: [rt-users] Grant Privileges... Is there something like"ShowMyTicket"??? How about granting "ShowTicket" to the "Requestor" group? Regards, Matt. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Rodolfo de Moraes Reis > Sent: Thursday, January 27, 2005 3:16 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Grant Privileges... Is there something > like"ShowMyTicket"??? > > Hello There!!! > > I've a doubt about grant privileges.... > > For example, There are 2 queues in my RT: Test and Develop. And I've a > user that has privileges to act in Test tickets but doesn't have > privileges to act in Develop tickets, although he cans only create and > follow tickets in this Develop queue. To solve this problem, I grant this > user with "CreateTicket" and "SeeQueue" into Develop queue. My doubt is > about the "ShowTicket" privilege, because if I check this privilege to > this user, he will see all the Develop tickets (and I don't want it > because the others develop tickets doen?t matter for him) and if uncheck > this option, he cannot see / follow his ticket!! Is there a privilege like > "ShowMyTicket"? Because I want that this user just see ticket's created by > him!!! > > Well... I don't know if my doubt it's so clear.... but I tried!! :) > > Thank's for regards!!!! > > Rodolfo de Moraes Reis 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. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, 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 tomas.olaj at usit.uio.no Thu Jan 27 06:30:36 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Thu, 27 Jan 2005 12:30:36 +0100 (CET) Subject: [rt-users] Re: RT-Users Digest, Vol 10, Issue 81 In-Reply-To: <20050127105540.BF0CA4D80B6@diesel.bestpractical.com> References: <20050127105540.BF0CA4D80B6@diesel.bestpractical.com> Message-ID: > Message: 1 > Date: Wed, 26 Jan 2005 13:44:53 -0600 > From: "Scott T. Hildreth" > Subject: Re: [rt-users] Tables rt 3.2.1 -> 3.4.0.RC6 > To: Rt-Users > Message-ID: <1106768693.15621.66.camel at scotth.emsphone.com> > Content-Type: text/plain > > Okay, I think I can load the 3.2.1 dump into mysql, then run > sbin/rt-setup-database as the upgrade describes. The instructions > show using --datadir=etc/. The etc/upgrade contains 3.1.? > and 3.3.0 & 3.3.11. Do I need to run the rt-setup-database with version > 3.3.0 dir and then run with 3.3.11 dir? > > Thanks. > > On Tue, 2005-01-25 at 09:56 -0600, Scott T. Hildreth wrote: > > Forgive me if this has been posted. I thought it was asked before, I > > can't seem to find it. Can I dump the tables from 3.2.1 and import them > > into a 3.4 Database? (Mysql) I am going to look through the schema now, > > just thought I would see if someone has done that or knows the answer. > > > > Thanks, > > STH I run for every version in that directory when I upgraded. I had no problem with that so far, although I run Postgres. We will run through our official test plan for _rc6 and then report back if there is something that don't work. Not sure when 3.4.0 is scheduled for production, but I think Jesse wrote once that it's up to us users. ;) We are very eager to have a faster RT. -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From andy at eva.dp.ua Thu Jan 27 07:23:13 2005 From: andy at eva.dp.ua (Andrew Kornilov) Date: Thu, 27 Jan 2005 14:23:13 +0200 Subject: [rt-users] WebExternalAuth Message-ID: <41F8DD31.60406@eva.dp.ua> Hi all. I've used WebExternalAuth (apache auth by pam) for testing and now noone can see Administration links in the menu. When i manually enter /Admin/ in url i've got blank page with logotip and without errors. What may happens? From shildret at scotth.emsphone.com Thu Jan 27 09:58:44 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Thu, 27 Jan 2005 08:58:44 -0600 Subject: [rt-users] Re: RT-Users Digest, Vol 10, Issue 81 In-Reply-To: References: <20050127105540.BF0CA4D80B6@diesel.bestpractical.com> Message-ID: <1106837924.15621.88.camel@scotth.emsphone.com> Thanks Tomas. That was I planned on doing, just wanted some confirmation. On Thu, 2005-01-27 at 12:30 +0100, Tomas A. P. Olaj wrote: > > Message: 1 > > Date: Wed, 26 Jan 2005 13:44:53 -0600 > > From: "Scott T. Hildreth" > > Subject: Re: [rt-users] Tables rt 3.2.1 -> 3.4.0.RC6 > > To: Rt-Users > > Message-ID: <1106768693.15621.66.camel at scotth.emsphone.com> > > Content-Type: text/plain > > > > Okay, I think I can load the 3.2.1 dump into mysql, then run > > sbin/rt-setup-database as the upgrade describes. The instructions > > show using --datadir=etc/. The etc/upgrade contains 3.1.? > > and 3.3.0 & 3.3.11. Do I need to run the rt-setup-database with version > > 3.3.0 dir and then run with 3.3.11 dir? > > > > Thanks. > > > > On Tue, 2005-01-25 at 09:56 -0600, Scott T. Hildreth wrote: > > > Forgive me if this has been posted. I thought it was asked before, I > > > can't seem to find it. Can I dump the tables from 3.2.1 and import them > > > into a 3.4 Database? (Mysql) I am going to look through the schema now, > > > just thought I would see if someone has done that or knows the answer. > > > > > > Thanks, > > > STH > > I run for every version in that directory when I upgraded. I had no > problem with that so far, although I run Postgres. > > We will run through our official test plan for _rc6 and then report back > if there is something that don't work. Not sure when 3.4.0 is scheduled > for production, but I think Jesse wrote once that it's up to us users. ;) > > We are very eager to have a faster RT. > -- Scott T. Hildreth From cmap_sec at yahoo.co.uk Thu Jan 27 10:10:58 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Thu, 27 Jan 2005 15:10:58 +0000 (GMT) Subject: [rt-users] changing status/owner via email pt2 In-Reply-To: <41F7BA17.7030409@acronis.com> Message-ID: <20050127151058.55098.qmail@web25704.mail.ukl.yahoo.com> hi Thanks i've bookmarked it for next time i feel like extending it. ;) Elaine --- "Ruslan U. Zakirov" wrote: > I didn't know but there is other similar extension > on > http://www.usit.uio.no/it/rt/modifications.html > > Elaine . wrote: > > hi > > Thanks, I got it all sorted and explained in the > wiki > > > http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail > > > > Basically putting it in the prepartion code part > of > > the scrip and having the scrip to email out AFTER > the > > email cleanup happened. > > Thanks a lot ! > > Elaine > > > > --- "Ruslan U. Zakirov" > > > wrote: > > > >>Elaine . wrote: > >> > >>>hi > >>>I tried the code below, no errors in the log, > >> > >>although > >> > >>>it strips out in the fault the Set-Owner or > >> > >>Set-Status > >> > >>>(good) that is logged, there are no emails sent > as > >> > >>the > >>What is logged? > >> > >> > >>>only scrip i have set is user defined and nothing > >> > >>in > >> > >>>that says send an email ? If i then do another > >> > >>scrip > >>This scrip can't send email, it change properties. > >>So use blank template > >>with it. > >> > >> > >>>as "on correspond, reply to requestor with > >> > >>template > >> > >>>correspondence" then nothing gets stripped as its > >> > >>in > >> > >>>the other scrip ? Maybe i'm misunderstanding how > i > >> > >>Hmm. Scrip execution order is unpredictable :( in > >>RT. And this is > >>very-very bad. Possible that RT runs "notify" > first > >>and only then runs > >>your custom one. Move code from custom commit > block > >>to custom prepare block. > >> > >> > >>>should be setting things up ? > >>> > >>> > >>>my $AttachObj = > >>>$self->TransactionObj->Attachments->First; > >>># go out if content is not text! > >>>unless( $AttachObj->ContentType =~ /^text/ ) { > >>> > >>> return 1; > >>>} > >>> > >>>my $content = $AttachObj->Content; > >>>if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) > >> > >>{ > >> > >>> $self->TicketObj->SetOwner( $1 ); > >>>} > >>>if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m > ) > >> > >>{ > >> > >>> $self->TicketObj->SetStatus( $1 ); > >>>} > >>> > >>># strip special commands from email content > >>>$content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm; > >>>$content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm; > >>> > >>># silently overwrite attachment content > >>>$AttachObj->__Set( Field => 'Content', Value => > >>>$content ); > >>> > >>>1; > >>> > >>> > >>> > >>> > >>> > >>> > >> > > > ___________________________________________________________ > > > >>>ALL-NEW Yahoo! Messenger - all new features - > even > >> > >>more fun! http://uk.messenger.yahoo.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 > >> > >> > > > > > > > > > > > > > > > ___________________________________________________________ > > > ALL-NEW Yahoo! Messenger - all new features - even > more fun! http://uk.messenger.yahoo.com > > ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From rmreis at cpqd.com.br Thu Jan 27 11:04:43 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Thu, 27 Jan 2005 14:04:43 -0200 Subject: [rt-users] Portuguese Language Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F8D@MAILSRV1.aquarius.cpqd.com.br> Hello There!! This issue is focused in Brazilians (or interested).... : ) I wanna know if somebody has a refined translation for the Portuguese Language, because I have a pt_br.po file with 286 string's to be translated!! As my English is horrible, maybe someone already translated it!!! 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 scoheb at gmail.com Thu Jan 27 13:10:48 2005 From: scoheb at gmail.com (Scott Hebert) Date: Thu, 27 Jan 2005 13:10:48 -0500 Subject: [rt-users] Problem sending email - MIME Tools error Message-ID: Hi, - I have a user that sent in 4 emails in a row. - All four tickets were created in RT (RT 3.0.8). - ONLY 2 auto-replies were sent. - Below is an excerpt of the auto-reply scrip being run for one of the tickets whose auto-reply was not sent. I running Perl 5.8.3 with MIME::Tools 5.411. Any idea why I'm getting this behaviour? Thanks, SH RT Logs ====== [Thu Jan 27 15:42:27 2005] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Visual signatures (/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/I18N.pm:200) [Thu Jan 27 15:42:27 2005] [info]: #4550/47082 - Scrip 2 (/var/www/esg.c ae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:92) [Thu Jan 27 15:42:27 2005] [crit]: Could not send mail. -$/ as given is currently unsupported at /usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder/NBit.pm line 140 Stack: [/usr/local/lib/perl5/5.8.3/Carp.pm:191] [/usr/local/lib/perl5/site_perl/5.8.3/IO/ScalarArray.pm:350] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder/NBit.pm:140] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder.pm:257] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1856] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1830] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1750] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1886] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1889] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:270] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:181] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/ScripAction_Overlay.pm:207] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrip_Overlay.pm:417] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrip_Overlay.pm:352] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrips_Overlay.pm:196] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Transaction_Overlay.pm:118] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Ticket_Overlay.pm:3824] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Ticket_Overlay.pm:625] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Interface/Email.pm:670] [/var/www/esg.cae.ca/global/rt-3-0-8/share/html/REST/1.0/NoAuth/mail-gateway:31] (/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:274) [Thu Jan 27 15:42:27 2005] [info]: sent To: douglasc at cae.com Cc: Bcc: ( /var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:302) [Thu Jan 27 15:42:27 2005] [info]: #4550/47082 - Scrip 3 (/var/www/esg.ca e.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:92) [Thu Jan 27 15:42:28 2005] [crit]: Could not send mail. -$/ as given is currently unsupported at /usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder/NBit.pm line 140 Stack: [/usr/local/lib/perl5/5.8.3/Carp.pm:191] [/usr/local/lib/perl5/site_perl/5.8.3/IO/ScalarArray.pm:350] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder/NBit.pm:140] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder.pm:257] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1856] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1830] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1750] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1886] [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1889] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:270] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:181] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/ScripAction_Overlay.pm:207] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrip_Overlay.pm:417] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrip_Overlay.pm:352] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrips_Overlay.pm:196] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Transaction_Overlay.pm:118] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Ticket_Overlay.pm:3824] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Ticket_Overlay.pm:625] [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Interface/Email.pm:670] [/var/www/esg.cae.ca/global/rt-3-0-8/share/html/REST/1.0/NoAuth/mail-gateway:31] (/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:274) From Pierre.Blanchet at solsoft.com Thu Jan 27 14:06:06 2005 From: Pierre.Blanchet at solsoft.com (Pierre Blanchet) Date: Thu, 27 Jan 2005 20:06:06 +0100 Subject: [rt-users] RT crash Message-ID: When I run a request like this (RT 3.2.2, fastcgi, perl 5.8.4, MySQL 4.0.15, about 5000 tickets): Status != 'resolved' AND ( Requestor.EmailAddress LIKE 'toto' OR Cc.EmailAddress LIKE 'toto' ) MySQL is stuck in the 'Sending Data' state, I get an 'Internal Server Error' on this page and all my subsequent web requests are blocked (because of the lock on the database). I have to kill all my MySQL requests (using mysql-admin). A request on requestor only works fine. All the other users have no problem because the lock is tied to a session id. An index may help but I'm not sure. Has anyone got an idea on how to make this request work ? Pierre. PS: here is the request: SELECT DISTINCT main.* FROM Tickets main , Groups Groups_1, CachedGroupMembers CachedGroupMembers_2, Users Users_3, Groups Groups_4, CachedGroupMembers CachedGroupMembers_5, Users Users_6 WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Status != 'resolved')AND ( ( (Users_3.EmailAddress LIKE '%to to%')AND(Groups_1.Domain = 'RT::Ticket-Role')AND(main.id = Groups_1.Instance)AND(Groups_1.Type = 'Requestor')AND(Groups_1.id = CachedGroupMembers_2.GroupId)AND(CachedGroupMembers_2.MemberId = Users_3.id) ) AND ( ( (Users_6.EmailAddress LIKE '%toto%')AND(Groups_4.Domain = 'RT::Ticket-Role')AND(main.id = Groups_4.Instance)AND(Groups_4.Type = 'Cc')AND(Groups_4.id = CachedGroupMembers_5.GroupId)AND(CachedGroupMembers_5.MemberId = Users_6.id) ) ) ) ) ORDER BY main.id ASC LIMIT 50 and also: SELECT COUNT(DISTINCT main.id) FROM Tickets main , Groups Groups_1, CachedGroupMembers CachedGroupMembers_2, Users Users_3, Groups Groups_4, CachedGroupMembers CachedGroupMembers_5, Users Users_6 WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Status != 'resolved')AND ( ( (Users_3.EmailAddress LIKE '%toto%')AND(Groups_1.Domain = 'RT::Ticket-Role')AND(main.id = Groups_1.Instance)AND(Groups_1.Type = 'Requestor')AND(Groups_1.id = CachedGroupMembers_2.GroupId)AND(CachedGroupMembers_2.MemberId = Users_3.id) ) AND ( ( (Users_6.EmailAddress LIKE '%toto%')AND(Groups_4.Domain = 'RT::Ticket-Role')AND(main.id = Groups_4.Instance)AND(Groups_4.Type = 'Cc')AND(Groups_4.id = CachedGroupMembers_5.GroupId)AND(CachedGroupMembers_5.MemberId = Users_6.id) ) ) ) ) -- Pierre BLANCHET Support Manager, EMEA Solsoft, S.A. www.solsoft.com Phone: +33 1 4715 5502 Email: Pierre.Blanchet at solsoft.com _________________________________________________ How secure networks are managed. _________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 228 bytes Desc: not available URL: From jesse at bestpractical.com Thu Jan 27 14:56:10 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Jan 2005 14:56:10 -0500 Subject: [rt-users] RT crash In-Reply-To: References: Message-ID: <20050127195610.GL337@bestpractical.com> On Thu, Jan 27, 2005 at 08:06:06PM +0100, Pierre Blanchet wrote: > > When I run a request like this (RT 3.2.2, fastcgi, perl > 5.8.4, MySQL 4.0.15, about 5000 tickets): Try the RT 3.2.3 release candidate? Jesse From dporowski at myrio.com Thu Jan 27 19:58:49 2005 From: dporowski at myrio.com (Daniel Porowski) Date: Thu, 27 Jan 2005 16:58:49 -0800 Subject: [rt-users] Multiple instances on one machine? Message-ID: So, I was wondering if anyone's had any luck running multiple instances of RT on the same machine? If anyone's tried this, any words of advice/warning/wisdom? Also, if anyone knows why this won't work, why didn't it? (Or if it's designed not to, let me know...) -- Daniel Porowski dporowski at myrio.com 425-368-4426 From rickm at 3d3.com Thu Jan 27 20:37:50 2005 From: rickm at 3d3.com (Rick Measham) Date: Fri, 28 Jan 2005 12:37:50 +1100 Subject: [rt-users] Multiple instances on one machine? In-Reply-To: References: Message-ID: <1106876270.13847.2.camel@rickm.local> On Fri, 2005-01-28 at 11:58, Daniel Porowski wrote: > So, I was wondering if anyone's had any luck running multiple instances of > RT on the same machine? If anyone's tried this, any words of > advice/warning/wisdom? Also, if anyone knows why this won't work, why > didn't it? (Or if it's designed not to, let me know...) The problem is with mod_perl .. it stores the instances internally and doesn't care if you come from a different URL or port. I have two installed, one under mod_perl and one under FastCGI. Works without any problems at all. Means I can hack at one while the other one is used by our support team to tell me what I need to hack :) 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 cpwe at deakin.edu.au Thu Jan 27 20:41:36 2005 From: cpwe at deakin.edu.au (Chris Welsh) Date: Fri, 28 Jan 2005 12:41:36 +1100 Subject: [rt-users] Helpdesk setup - view all taken jobs in our queue Message-ID: <41F99850.6030706@deakin.edu.au> Sorry to do this folks, but this week has been real busy with students back. We are way behind schedule/ To deal with the load I have needed to bring forward the live date of RT. We are now using it, (It's great!) with real basic set-up. But need to quickly enable a few features. We currently allow the clients to email requests in. We need all the itadmin team to be able to see each other's jobs in the queue and to be able to have the option of easily taking over or set another persons job. Currently these itadmn people are the only people with login accounts. I hope to enable ldap auth later. Can someone suggest the steps and permissions? Sorry I have not had time to do my normal reading; sleep at the moment is a luxury. Chris From bobg at uic.edu Thu Jan 27 21:16:09 2005 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 27 Jan 2005 20:16:09 -0600 Subject: [rt-users] Multiple instances on one machine? In-Reply-To: Your message of "Thu, 27 Jan 2005 16:58:49 PST." Message-ID: <200501280216.j0S2G9hK006101@remora.cc.uic.edu> See: http://wiki.bestpractical.com/index.cgi?MultipleInstances bobg >So, I was wondering if anyone's had any luck running multiple instances of >RT on the same machine? If anyone's tried this, any words of >advice/warning/wisdom? Also, if anyone knows why this won't work, why >didn't it? (Or if it's designed not to, let me know...) >-- > >Daniel Porowski >dporowski at myrio.com >425-368-4426 > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Administrator and Developer training is coming to your town soon! (Boston, >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 Thu Jan 27 23:19:23 2005 From: barnaclebob at gmail.com (Barnacle Bob) Date: Thu, 27 Jan 2005 23:19:23 -0500 Subject: [rt-users] Re: Keeping the Microsoft Outlook users happy In-Reply-To: <41F1860D.8070404@acronis.com> References: <1E400555153D82468A9D54BEED3BD8E90DFB6E@server.QuarkIT.local> <20050120130632.GQ24460@bestpractical.com> <41F1860D.8070404@acronis.com> Message-ID: You can do this with scripts On Sat, 22 Jan 2005 01:45:33 +0300, Ruslan U. Zakirov wrote: > Michael Brown wrote: > > Jesse Vincent wrote: > > > >>> What would be *really* nice is to have RT send out emails that have the > >>> specially crafted URL that you cliek on and have the appointment entered > >>> automagically into your Outlook calendar. This would be sooooo nice - > >>> save the possibility of mis-typing it and the silliness that ensues. > >> > >> > >> > >> Got a pointer to a spec for that URL format? > > > > > > Why bother with just Outlook specific? Why not just send a vCal > > attachment with the e-mail? Outlook supports vCal, as do most other > patches are wellcome :) > > calendaring packages (Palm Desktop, Notes, Mozilla Sunbird, etc...) > RT is not "calendaring package" > > vCal - "The Victorian Certificate of Applied > Learning"? > > > > > The more clients... the merrier! > > > > /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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jean-Michel.Barbet at subatech.in2p3.fr Fri Jan 28 02:21:27 2005 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Fri, 28 Jan 2005 08:21:27 +0100 Subject: [rt-users] Install on Fedora Core 2 Message-ID: <41F9E7F7.8010005@subatech.in2p3.fr> Hello, Seems there are still some problems installing on FedoraCore 2. I used the document : http://wiki.bestpractical.com/index.cgi?FedoraCore2InstallGuide But still some modules do not get installed because of errors : MIME::Entity 5.108...MISSING WWW::Mechanize ...MISSING These modules are not installed because of test failures. As mentioned in the WiKI, I had to install Log::Dispatch mannually with CPAN. Does someone know what to do ? Thanks. Jean-Michel BARBET -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From thealbs at yahoo.co.uk Fri Jan 28 04:03:05 2005 From: thealbs at yahoo.co.uk (brian mccabe) Date: Fri, 28 Jan 2005 09:03:05 +0000 (GMT) Subject: [rt-users] Re: Install on Fedora Core 2 In-Reply-To: <20050128073656.8FA194D80C9@diesel.bestpractical.com> Message-ID: <20050128090305.86019.qmail@web25702.mail.ukl.yahoo.com> Yes - I had the same problems earlier this week - on FC3 though. They are two separate issues. One at a time.. The MIME::Entity one needs an updated version of MIME::Base64 (version 3 if I remember rightly). The CPAN dependency check brings in an earlier version of 5 of the tests fail. To fix this one I typed: $ perl -MCPAN -e'install MIME::Base64' $ perl -MCPAN -e'install MIME::Entity' ...and it worked fine. The Mechanize one was a real pain to get around - especially as I know very little about these type of modules. The problem is that the TEST part of the install fails because it tries to validate the module against the content on the google web-site. Unfortunately, google web-site appears differently depending on where you are in the world. As I am in the UK, I receive slightly different content from someone in the U.S...and so on. Hence, the tests fail because they receive the wrong content. There are patches available for this but I couldn?t find how to install/use them! To fix this, I manually amended the files (three of them in total) which ship in the Mechanize packages so that they received the correct pages. To do this it was a series of trial and error. In the log you see errors of the format "filename: expected google.com/about received google.co.uk/about". I simply changed the filename: that was making this check to have them matching. Looking back this was probably a long-winded way of fooling myself. I think you could actually install the module and omit the test phase of the install. Can't remember the exact syntax but it would be something like: $ make Makefile.PL $ make install (missing the 'make test' stage which normally sits between the two commands) I'm sure someone who knows a bit more about how these things work under the covers can give you a more precise answer on what is going on here. It does work if you do this however!! Hope this helps Brian > Message: 9 > Date: Fri, 28 Jan 2005 08:21:27 +0100 > From: Jean-Michel Barbet > Subject: [rt-users] Install on Fedora Core 2 > To: rt-users at lists.bestpractical.com > Message-ID: <41F9E7F7.8010005 at subatech.in2p3.fr> > Content-Type: text/plain; charset=us-ascii; format=flowed > > Hello, > > Seems there are still some problems installing on FedoraCore 2. > I used the document : > > http://wiki.bestpractical.com/index.cgi?FedoraCore2InstallGuide > > But still some modules do not get installed because of errors : > > MIME::Entity 5.108...MISSING > WWW::Mechanize ...MISSING > > These modules are not installed because of test failures. > As mentioned in the WiKI, I had to install Log::Dispatch mannually > with CPAN. > > Does someone know what to do ? > > Thanks. > > Jean-Michel BARBET > -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ ___________________________________________________________ ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com From Jean-Michel.Barbet at subatech.in2p3.fr Fri Jan 28 04:18:24 2005 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Fri, 28 Jan 2005 10:18:24 +0100 Subject: [rt-users] Re: Install on Fedora Core 2 In-Reply-To: <20050128090305.86019.qmail@web25702.mail.ukl.yahoo.com> References: <20050128090305.86019.qmail@web25702.mail.ukl.yahoo.com> Message-ID: <41FA0360.4020305@subatech.in2p3.fr> brian mccabe wrote: > Yes - I had the same problems earlier this week - on > FC3 though. > > They are two separate issues. One at a time.. [...] > I'm sure someone who knows a bit more about how these > things work under the covers can give you a more > precise answer on what is going on here. It does work > if you do this however!! > > Hope this helps Thanks very much ! Of course it helps. Everything is fine now... JM -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From iqbala-rt-users at qwestip.net Fri Jan 28 06:36:47 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Fri, 28 Jan 2005 06:36:47 -0500 Subject: [rt-users] CLI question In-Reply-To: References: <20041217081753.GA14695@qwestip.net> Message-ID: <20050128113647.GD20568@qwestip.net> rt list shows ticket number and subject. Is there a way I can also display the Owner? I know I can just select owner=XXXX, but I still wanted to find a way to show Owner in the list output Thanks for hints/tips On Fri, Dec 17, 2004 at 06:40:08AM, Andy Harrison wrote: > On Fri, 17 Dec 2004 03:17:53 -0500, Asif Iqbal > wrote: > > > > Is there a way I can see the content of the ticket, and all > > transactions? > > No, but it's not that hard. > > rt show ticket/23547/history > > This will reveal the transactions in the ticket and then you can > select a transaction to view. > > rt show ticket/23547/history/id/12345 > > Use the appropriate transaction id. > > -- > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "...it said: Install Windows XP or better...so I installed Solaris..." From jkikpole at cairodurham.org Fri Jan 28 07:14:23 2005 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Fri, 28 Jan 2005 07:14:23 -0500 Subject: [rt-users] mysqldump and reload? Message-ID: <25610D52-7126-11D9-868F-000A95C01924@cairodurham.org> Running MySQL 4.1.x and RT 3.2.2, should I be able to do the following? mysqldump -uroot -p rt3 > backup.sql (create a new DB called rt3test) mysql -uroot -p rt3test < backup.sql When I do this, I receive an error message that a record was too large for the field that I tried to put it into. When I comment out that line and then try again, it complains about a different line. I've gone through several dozen records this way. They all seem to be file attachments, e.g. JPEGs. Thanks in advance, Jaime From rmreis at cpqd.com.br Fri Jan 28 08:03:29 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 28 Jan 2005 11:03:29 -0200 Subject: [rt-users] Custom Fields: Validation Dates! Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F8F@MAILSRV1.aquarius.cpqd.com.br> I have a custom field that will be used to get dates (dd/mm/aaaa), and I made a javascript code that does the validation entry, but I don't know where can I put this code or if has a scrip solution to my case... I think that I need change something in /Tickets/Elements/EditCustomField but I don't know the exactly point.... Someone could help me??? Thank's for 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 rkagan at yorku.ca Fri Jan 28 08:28:10 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Fri, 28 Jan 2005 08:28:10 -0500 (EST) Subject: [rt-users] Multiple instances on one machine? In-Reply-To: References: Message-ID: HI, If you are going to do this... which I have in my test/qa environment you have to run fastcgi, mod_perl cannot be loaded twice. Otherwise is works fine. 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 Thu, 27 Jan 2005, Daniel Porowski wrote: > So, I was wondering if anyone's had any luck running multiple instances of > RT on the same machine? If anyone's tried this, any words of > advice/warning/wisdom? Also, if anyone knows why this won't work, why > didn't it? (Or if it's designed not to, let me know...) > -- > > Daniel Porowski > dporowski at myrio.com > 425-368-4426 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 lopo1 at hotmail.com Fri Jan 28 08:48:04 2005 From: lopo1 at hotmail.com (Paulo Ribeiro) Date: Fri, 28 Jan 2005 13:48:04 +0000 Subject: [rt-users] Notifications without Attachments Message-ID: Hello, Is it possible to send the emails to the rt users without the attachments? I mean, attachments would be available through RT, but when RT would send an email to the user, it wouldn't send it with the attachement? Thanks Lopo From ai1 at ipaccess.com Fri Jan 28 08:54:42 2005 From: ai1 at ipaccess.com (Anton Ivanov) Date: Fri, 28 Jan 2005 13:54:42 +0000 Subject: [rt-users] PAM Auth? In-Reply-To: <4569.38.112.69.22.1106686156.squirrel@www.f2o.org> References: <1474.38.112.69.22.1106667670.squirrel@www.f2o.org> <20050125154307.GN27116@chaka.net> <3066.38.112.69.22.1106672930.squirrel@www.f2o.org> <20050125170003.GR27116@chaka.net> <4349.38.112.69.22.1106684221.squirrel@www.f2o.org> <20050125195347.GT27116@chaka.net> <4569.38.112.69.22.1106686156.squirrel@www.f2o.org> Message-ID: <41FA4422.1020509@ipaccess.com> There are two parts to your problem 1. Authenticating users via the web interface. Dunno about AD, we do it with LDAP and external auth and it is relatively easy. 2. Authenticating users via the email interface and recognising them as valid users. This one is hard, because the user Joe.Smoe may have an email of Joe.Shmoe, jsmoe, js1, SuperMan or whatever else you like. You need a replacement for the RT::Interface::Auth::Mail module that reads all mail aliases from somewhere (AD?) and resolves a Joe.Shmoe to his real UID - jsmoe. Once this is done you can easily setup users to be autocreated as unprivileged via the mail or web interface. After that you go in manually and add them to the admin group for the relevant queue. The hard part is 2. I had a module working for 3.0/NIS which no longer works under 3.2 and I have not had the time to sort it out. A. From ldriggers at fncinc.com Fri Jan 28 09:08:14 2005 From: ldriggers at fncinc.com (Les Driggers) Date: Fri, 28 Jan 2005 08:08:14 -0600 Subject: [rt-users] Upgrade problems In-Reply-To: <1106693346.3729.53.camel@localhost.localdomain> References: <1106693346.3729.53.camel@localhost.localdomain> Message-ID: <1106921294.3587.27.camel@localhost.localdomain> On Tue, 2005-01-25 at 16:49 -0600, Les Driggers wrote: > Hi all, > I'm upgrading from rt-3.0.5 on RedHat 9 to 3.4.0rc6 on a new server. > Version info on the new server: Fedora Core 3, Postgres 7.4.6, > Apache 2.0.52, Perl 5.8.5, mod_perl 1.9916. > > I'll describe my problems first and anyone interested in helping > can read on for more details. Everything seems to be OK except > when I click a ticket, its history is blank. Another problem is > when I do a search, not all owners are listed and Nobody is listed > twice. Are these issues due to the problems shown below with the > database updates? > > I think I've got it. After running 'make upgrade', when I run # /opt/rt3/sbin/rt-setup-database --dba postgres --action schema -datadir etc/upgrade/3.3.0 It dies with an error to the effect of 'index ticketcustomfieldvalues1 doesn't exist'. So, the rest of the commands in that file fail, thus some critical DB updates don't happen. Removing the following two lines; drop index ticketcustomfieldvalues1; drop index ticketcustomfieldvalues2; from etc/upgrade/3.3.0/schema.Pg, allows it to complete successfully and the history displays properly. Is this a problem with my existing database missing these indexes or does the 3.3.0/schema.Pg file need to be modified in the next RT release? Thanks, Les From jesse at bestpractical.com Fri Jan 28 09:15:51 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Jan 2005 09:15:51 -0500 Subject: Postgres SQL Syntax (Was Re: [rt-users] Upgrade problems) In-Reply-To: <1106921294.3587.27.camel@localhost.localdomain> References: <1106693346.3729.53.camel@localhost.localdomain> <1106921294.3587.27.camel@localhost.localdomain> Message-ID: <20050128141551.GX337@bestpractical.com> > > It dies with an error to the effect of 'index ticketcustomfieldvalues1 > doesn't exist'. So, the rest of the commands in that file fail, thus > some critical DB updates don't happen. > > Removing the following two lines; > drop index ticketcustomfieldvalues1; > drop index ticketcustomfieldvalues2; > from etc/upgrade/3.3.0/schema.Pg, allows it to complete successfully and > the history displays properly. > > Is this a problem with my existing database missing these indexes or > does the 3.3.0/schema.Pg file need to be modified in the next RT > release? I'd thought we'd already caught that. Hm. perhaps only for mysql. Is there a postgres syntax for "DROP index IF EXISTS? > > Thanks, > 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 > -- From sven.sternberger at desy.de Fri Jan 28 09:18:56 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 28 Jan 2005 15:18:56 +0100 Subject: [rt-users] Error in 3.0.12 history display! Message-ID: <41FA49D0.1030402@desy.de> RT 3.0.12 Debian Install Today I got a complain from one user that his RT entry looks strange in the history view. And when he pressed the reply button on the entry everything looks fine again in the text window. Looks like an error in the html quoting. best regards ######The original entry, (produced with reply) < > Jeromin NOFWD > => existiert als jeromin (kleines J; also migrierbar) > > > h1ntadm NOFWD > => xxxx.yyyy at desy.de ist Owner > > > sys_lab NOFWD > > xAppsMig NOFWD > => beide aaaa.bbbb ######The history view < Jeromin NOFWD > h1ntadm NOFWD > sys_lab NOFWD > xAppsMig NOFWD => beide aaaa.bbbb END ######The html code snippet < > Jeromin NOFWD
> h1ntadm NOFWD

> sys_lab NOFWD
> xAppsMig NOFWD
 => beide Andreas.Labudda
 END From ldriggers at fncinc.com Fri Jan 28 09:34:40 2005 From: ldriggers at fncinc.com (Les Driggers) Date: Fri, 28 Jan 2005 08:34:40 -0600 Subject: Postgres SQL Syntax (Was Re: [rt-users] Upgrade problems) In-Reply-To: <20050128141551.GX337@bestpractical.com> References: <1106693346.3729.53.camel@localhost.localdomain> <1106921294.3587.27.camel@localhost.localdomain> <20050128141551.GX337@bestpractical.com> Message-ID: <1106922881.3587.36.camel@localhost.localdomain> On Fri, 2005-01-28 at 09:15 -0500, Jesse Vincent wrote: > > > > It dies with an error to the effect of 'index ticketcustomfieldvalues1 > > doesn't exist'. So, the rest of the commands in that file fail, thus > > some critical DB updates don't happen. > > > > Removing the following two lines; > > drop index ticketcustomfieldvalues1; > > drop index ticketcustomfieldvalues2; > > from etc/upgrade/3.3.0/schema.Pg, allows it to complete successfully and > > the history displays properly. > > > > Is this a problem with my existing database missing these indexes or > > does the 3.3.0/schema.Pg file need to be modified in the next RT > > release? > > I'd thought we'd already caught that. Hm. perhaps only for mysql. Is > there a postgres syntax for "DROP index IF EXISTS? I don't know. I'm not a SQL guru by any stretch, but from the docs; Synopsis DROP INDEX name [, ...] [ CASCADE | RESTRICT ] Description DROP INDEX drops an existing index from the database system. To execute this command you must be the owner of the index. Parameters name The name (optionally schema-qualified) of an index to remove. CASCADE Automatically drop objects that depend on the index. RESTRICT Refuse to drop the index if any objects depend on it. This is the default. I don't know what schema-qualified means or if it would help, but that is all I see that offers hope. Could 'name' be derived from a select statement? Thanks, Les From pawal at blipp.com Fri Jan 28 09:43:37 2005 From: pawal at blipp.com (Patrik Wallstrom) Date: Fri, 28 Jan 2005 15:43:37 +0100 Subject: [rt-users] No reply on resolved Message-ID: <20050128144337.GN23217@vic20.blipp.com> Hi! I have a short question that I can't figure out a simple solution to. If I have lots of queues with the some global scrips like sending the default Autoreply to On Resolve, how do I remove this from just one of the queues? (No reply at all On Resolve, that is.) Running 3.0.11. -- patrik_wallstrom->foodfight->pawal at blipp.com->+46-733173956 `-> http://www.gnuheter.com/ From virenp at mail.utexas.edu Fri Jan 28 09:43:53 2005 From: virenp at mail.utexas.edu (Viren Patel) Date: Fri, 28 Jan 2005 08:43:53 -0600 (CST) Subject: [rt-users] Implementing Statistics Message-ID: <32837.146.6.178.5.1106923433.squirrel@mail.cm.utexas.edu> We have RT 3.0.12 running on FreeBSD 5.3. I am trying to implement the Statistics package from the 3.0 contrib directory. I cannot find any docs, so I tried the following: setup a user to run the scripts extracted Statistics3.tgz in user's public_html directory in httpd.conf: AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason When loading the index.html via http://server/~user, the following is displayed: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# Copyright this file (c) 2003 Harald Wagener %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title => loc('RT Statistics') &> <& /Statistics/Elements/Tabs, Title => loc('RT Statistics') &> * <&|/l&>Requests per day per Queue <&|/l&>See the number of requests worked on in a time period * <&|/l&>Open and Stalled Requests <&|/l&>See the number of open and stalled Requests * <&|/l&>Requests in Multiple Queues <&|/l&>See the number of requests worked on in different Queues * <&|/l&>Requests per Day of Week (absolute) <&|/l&>See when requests are made and resolved * <&|/l&>Average Time to Resolve <&|/l&>See how long requests usually take to be resolved * <&|/l&>Time to Resolve (scatter graph) <&|/l&>Detailed graph of time to resolve requests Any ideas on what I am doing wrong and/or how I can get this working? Thanks. -- Viren Patel Chem. & Biochem. University of Texas at Austin From sturner at MIT.EDU Fri Jan 28 10:18:25 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 28 Jan 2005 10:18:25 -0500 Subject: [rt-users] Multiple instances on one machine? In-Reply-To: References: Message-ID: <5.2.1.1.2.20050128101349.01e0fb38@po14.mit.edu> At Friday 1/28/2005 08:28 AM, Ramon Kagan wrote: >HI, > >If you are going to do this... which I have in my test/qa environment you >have to run fastcgi, mod_perl cannot be loaded twice. Otherwise is works >fine. I've had 2 instances of rt 3.3.12 running OK under modperl - I used two separate instances of apache and two separate rt directory trees. The apaches must listen on different ports, of course. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services Information Services and Technology (IS&T) sturner at mit.edu From rkagan at yorku.ca Fri Jan 28 10:19:30 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Fri, 28 Jan 2005 10:19:30 -0500 (EST) Subject: [rt-users] Implementing Statistics In-Reply-To: <32837.146.6.178.5.1106923433.squirrel@mail.cm.utexas.edu> References: <32837.146.6.178.5.1106923433.squirrel@mail.cm.utexas.edu> Message-ID: Any reason you are not installing the package within the RT tree? The package is supposed to intergrate into the RT infrastructure. At least that is my understanding. 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, 28 Jan 2005, Viren Patel wrote: > We have RT 3.0.12 running on FreeBSD 5.3. I am trying to > implement the Statistics package from the 3.0 contrib > directory. I cannot find any docs, so I tried the > following: > > setup a user to run the scripts > extracted Statistics3.tgz in user's public_html directory > in httpd.conf: > > > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > SetHandler perl-script > PerlHandler RT::Mason > > > When loading the index.html via http://server/~user, the > following is displayed: > > %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse > Vincent %# %# (Except where explictly superceded by other > copyright notices) %# %# Copyright this file (c) 2003 > Harald Wagener %# %# This work is made available to you > under the terms of Version 2 of %# the GNU General Public > License. A copy of that license should have %# been > provided with this software, but in any event can be > snarfed %# from www.gnu.org. %# %# This work is > distributed in the hope that it will be useful, but %# > WITHOUT ANY WARRANTY; without even the implied warranty of > %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. > See the GNU %# General Public License for more details. %# > %# Unless otherwise specified, all modifications, > corrections or %# extensions to this work which alter its > source code become the %# property of Best Practical > Solutions, LLC when submitted for %# inclusion in the > work. %# %# %# END LICENSE BLOCK <& /Elements/Header, > Title => loc('RT Statistics') &> <& > /Statistics/Elements/Tabs, Title => loc('RT Statistics') > &> > > * <&|/l&>Requests per day per Queue > <&|/l&>See the number of requests worked on in a > time period > * <&|/l&>Open and Stalled Requests > <&|/l&>See the number of open and stalled Requests > * <&|/l&>Requests in Multiple Queues > <&|/l&>See the number of requests worked on in > different Queues > * <&|/l&>Requests per Day of Week (absolute) > <&|/l&>See when requests are made and resolved > * <&|/l&>Average Time to Resolve > <&|/l&>See how long requests usually take to be > resolved > * <&|/l&>Time to Resolve (scatter graph) > <&|/l&>Detailed graph of time to resolve requests > > Any ideas on what I am doing wrong and/or how I can get > this working? Thanks. > > -- > Viren Patel > Chem. & Biochem. > University of Texas at Austin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Fri Jan 28 10:20:32 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Fri, 28 Jan 2005 10:20:32 -0500 (EST) Subject: [rt-users] Multiple instances on one machine? In-Reply-To: <5.2.1.1.2.20050128101349.01e0fb38@po14.mit.edu> References: <5.2.1.1.2.20050128101349.01e0fb38@po14.mit.edu> Message-ID: Sorry I should have been more specific. If you want both within the same apache instance mod-perl will not work. Fastcgi will. 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, 28 Jan 2005, Stephen Turner wrote: > At Friday 1/28/2005 08:28 AM, Ramon Kagan wrote: > >HI, > > > >If you are going to do this... which I have in my test/qa environment you > >have to run fastcgi, mod_perl cannot be loaded twice. Otherwise is works > >fine. > > I've had 2 instances of rt 3.3.12 running OK under modperl - I used two > separate instances of apache and two separate rt directory trees. The > apaches must listen on different ports, of course. > > Steve > > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > Information Services and Technology (IS&T) > > sturner at mit.edu > > From rt at chaka.net Fri Jan 28 09:59:28 2005 From: rt at chaka.net (Todd Chapman) Date: Fri, 28 Jan 2005 09:59:28 -0500 Subject: [rt-users] mysqldump and reload? In-Reply-To: <25610D52-7126-11D9-868F-000A95C01924@cairodurham.org> References: <25610D52-7126-11D9-868F-000A95C01924@cairodurham.org> Message-ID: <20050128145928.GJ27116@chaka.net> You should probably ask MySQL questions on a MySQL mailing list. Check MySQL config file for max_allowed_packet=1M On Fri, Jan 28, 2005 at 07:14:23AM -0500, Jaime Kikpole wrote: > Running MySQL 4.1.x and RT 3.2.2, should I be able to do the > following? > > mysqldump -uroot -p rt3 > backup.sql > (create a new DB called rt3test) > mysql -uroot -p rt3test < backup.sql > > When I do this, I receive an error message that a record was too > large for the field that I tried to put it into. When I comment out that > line and then try again, it complains about a different line. I've > gone through several dozen records this way. They all seem to be file > attachments, e.g. JPEGs. > > 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 jesse at bestpractical.com Fri Jan 28 10:50:02 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Jan 2005 10:50:02 -0500 Subject: [rt-users] Query builder losing the query In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE460ED5@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE460ED5@vic-cr-ex1.staff.netspace.net.au> Message-ID: <20050128155002.GU337@bestpractical.com> On Mon, Jan 24, 2005 at 09:30:34PM +1100, Matthew Watson wrote: > This is a followup on issues I was having with Query Builder losing the > query, After a lot of testing and playing around, turned out it wasn't > just the query that was vanishing, but the entire session wasn't being > relocated/saved correctly. > > After a lot of playing around, it seems the sessions where getting > truncated when being retrieved from the database when using > Apache::Session::Oracle > > In SearchBuilder/Handle/Oracle.pm > > $self->dbh->{LongTruncOk}=1; > $self->dbh->{LongReadLen}= 8000; > > Seems the session is getting larger than this, which of course gives > problems when the session is retrieved. > > Also, Apache::Session::Oracle seems to want you to set this in its > arguments, even if it is already set on the database handle. > > So, locally I've changed > SearchBuilder/Handle/Oracle.pm to > > $self->dbh->{LongReadLen}= 10485760 So. I see code in RT::Handle that takes care of this. Can you verify that this code isn't being taken advantage of? > > And in ~rt/local/html/Elements/SetupSessionCookie > > I have added > > Commit => 0, > LongReadLen => 10485760 > > To the session setups. > > Hope this helps anyone having these issues :) > > Regards, > Matt. > > > > -----Original Message----- > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sent: Wednesday, January 05, 2005 11:56 AM > > To: Matthew Watson > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Query builder losing the query > > > > > > > > On Wed, Jan 05, 2005 at 02:39:27PM +1100, Matthew Watson wrote: > > > Hi, > > > > > > > > > > > > I seem to recalled seeing this before, but I couldn't find it in my > > > history. So I apologise if this has been over. > > > > > > > > > > > > I am running RT 3.2.2 > > > > > > > > Try the 3.2.3 prerelease? > > > > > > I notice, when you build a search, then click on a ticket, then go > back > > > to the Query Builder, the query is gone. > > > > > > > > > > > > Now, firstly I'm unclear if this is a problem, or if this is how rt3 > is > > > meant to work (it doesn't work like this is rt2). And > > > > > > Secondly, if it is an issue, is there a fix floating around for it? > > > > > > > > > > > > Cheers. > > > > > > > > > > > > > > > > > > Regards > > > > > > > > > > > > -- > > > > > > Matthew Watson > > > > > > Netspace Online Systems > > > > > > (03) 98110010 > > > > > > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- > -- From jesse at bestpractical.com Fri Jan 28 10:51:43 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Jan 2005 10:51:43 -0500 Subject: [rt-users] (no subject) Message-ID: <20050128155143.GV337@bestpractical.com> > I think I mentioned a while back that since upgrading (worked fine > before) to 3.4.0 and continuing with rc5, when I do a searching on > custom fields where the value IS (no value), I get 0 records returned. > I'm using PostgreSQL 7.4.6 on FC2/apache2/mod_perl (latest distro > versions), DBIx::SearchBuilder 1.19. > Try RC6? There _was_ a bug that we managed to smash. From jesse at bestpractical.com Fri Jan 28 11:12:15 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Jan 2005 11:12:15 -0500 Subject: [rt-users] Problem sending email - MIME Tools error In-Reply-To: References: Message-ID: <20050128161215.GD337@bestpractical.com> On Thu, Jan 27, 2005 at 01:10:48PM -0500, Scott Hebert wrote: > Hi, > > - I have a user that sent in 4 emails in a row. > - All four tickets were created in RT (RT 3.0.8). Does the issue still happen with the latest release of RT 3.0 and the latest release of MIME::Tools? > - ONLY 2 auto-replies were sent. > - Below is an excerpt of the auto-reply scrip being run for one of the > tickets whose auto-reply was not sent. > > I running Perl 5.8.3 with MIME::Tools 5.411. > > Any idea why I'm getting this behaviour? > > Thanks, > > SH > > > RT Logs > ====== > > [Thu Jan 27 15:42:27 2005] [debug]: Converting 'ISO-8859-1' to 'utf-8' > for text/plain - Visual signatures > (/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/I18N.pm:200) > [Thu Jan 27 15:42:27 2005] [info]: > #4550/47082 - Scrip 2 > (/var/www/esg.c > ae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:92) > [Thu Jan 27 15:42:27 2005] [crit]: > > Could not send mail. -$/ as given is currently unsupported at > /usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder/NBit.pm > line 140 > > Stack: > [/usr/local/lib/perl5/5.8.3/Carp.pm:191] > [/usr/local/lib/perl5/site_perl/5.8.3/IO/ScalarArray.pm:350] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder/NBit.pm:140] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder.pm:257] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1856] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1830] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1750] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1886] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1889] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:270] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:181] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/ScripAction_Overlay.pm:207] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrip_Overlay.pm:417] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrip_Overlay.pm:352] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrips_Overlay.pm:196] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Transaction_Overlay.pm:118] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Ticket_Overlay.pm:3824] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Ticket_Overlay.pm:625] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Interface/Email.pm:670] > [/var/www/esg.cae.ca/global/rt-3-0-8/share/html/REST/1.0/NoAuth/mail-gateway:31] > (/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:274) > [Thu Jan 27 15:42:27 2005] [info]: > sent To: > douglasc at cae.com Cc: Bcc: ( > /var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:302) > [Thu Jan 27 15:42:27 2005] [info]: > #4550/47082 - Scrip 3 > (/var/www/esg.ca > e.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:92) > [Thu Jan 27 15:42:28 2005] [crit]: > Could not send mail. -$/ as given is currently unsupported at > /usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder/NBit.pm > line 140 > > Stack: > [/usr/local/lib/perl5/5.8.3/Carp.pm:191] > [/usr/local/lib/perl5/site_perl/5.8.3/IO/ScalarArray.pm:350] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder/NBit.pm:140] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Decoder.pm:257] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1856] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1830] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1750] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1886] > [/usr/local/lib/perl5/site_perl/5.8.3/MIME/Entity.pm:1889] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:270] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:181] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/ScripAction_Overlay.pm:207] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrip_Overlay.pm:417] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrip_Overlay.pm:352] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Scrips_Overlay.pm:196] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Transaction_Overlay.pm:118] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Ticket_Overlay.pm:3824] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Ticket_Overlay.pm:625] > [/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Interface/Email.pm:670] > [/var/www/esg.cae.ca/global/rt-3-0-8/share/html/REST/1.0/NoAuth/mail-gateway:31] > (/var/www/esg.cae.ca/global/rt-3-0-8/lib/RT/Action/SendEmail.pm:274) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 Jan 28 11:16:40 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Jan 2005 11:16:40 -0500 Subject: [rt-users] RTFM bug In-Reply-To: <41E43CA7.3010804@triadsys.com> References: <41E43CA7.3010804@triadsys.com> Message-ID: <20050128161640.GG337@bestpractical.com> On Tue, Jan 11, 2005 at 03:52:55PM -0500, Tom Vier wrote: > In a single selection box (a custom field), if you select "(no value)" > and submit, the bug is triggered. I've attached the errors and can > provide before and after snapshots of the mysql db. It generally helps if you can tell us versions of everything you're running, as well as giving a more detailed explanation of how to reproduce the issue. I don't even know what page within the RTFM UI you're talking about. From matthew.watson at staff.netspace.net.au Fri Jan 28 11:15:03 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Sat, 29 Jan 2005 03:15:03 +1100 Subject: [rt-users] Query builder losing the query Message-ID: <56F211C5E3F24F47B103EA1B253822BE460FB8@vic-cr-ex1.staff.netspace.net.au> > > So, locally I've changed > > SearchBuilder/Handle/Oracle.pm to > > > > $self->dbh->{LongReadLen}= 10485760 > > So. I see code in RT::Handle that takes care of this. Can you verify > that this code isn't being taken advantage of? > Arh. Right you are there. > > > > And in ~rt/local/html/Elements/SetupSessionCookie > > > > I have added > > > > Commit => 0, > > LongReadLen => 10485760 > > > > To the session setups. But it doesn't fix this problem. I'm sure most sessions don't get anywhere near this big (I'm throwing a lot of debugging into in there at the moment, as I've got LogSQLStatements turned on Regards, Matt. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From jesse at bestpractical.com Fri Jan 28 11:22:09 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Jan 2005 11:22:09 -0500 Subject: [rt-users] Query builder losing the query In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE460FB8@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE460FB8@vic-cr-ex1.staff.netspace.net.au> Message-ID: <20050128162209.GJ337@bestpractical.com> On Sat, Jan 29, 2005 at 03:15:03AM +1100, Matthew Watson wrote: > > > So, locally I've changed > > > SearchBuilder/Handle/Oracle.pm to > > > > > > $self->dbh->{LongReadLen}= 10485760 > > > > So. I see code in RT::Handle that takes care of this. Can you verify > > that this code isn't being taken advantage of? > > > > Arh. Right you are there. > > > > And in ~rt/local/html/Elements/SetupSessionCookie > > > > > > I have added > > > > > > Commit => 0, > > > LongReadLen => 10485760 > > > > > > To the session setups. > > But it doesn't fix this problem. I'm sure most sessions don't get > anywhere near this big (I'm throwing a lot of debugging into in there at > the moment, as I've got LogSQLStatements turned on So. What if you change SetupSessionCookie, but not SB::Handle::Oracle? From vakumar at blackrock.com Fri Jan 28 11:19:02 2005 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Fri, 28 Jan 2005 11:19:02 -0500 Subject: [rt-users] Update multiple tickets clears custom fields in tickets(RT 3.2.2) Message-ID: It appears that this problem is fixed in RT 3.2.3rc1. Any idea on when 3.2.3 will be released? Thanks. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kumar, Vasanth Sent: Wednesday, January 26, 2005 10:27 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Update multiple tickets clears custom fields in tickets(RT 3.2.2) Hi, I am using RT 3.2.2 with MySql 4.0.15. I am trying to use the "Update multiple tickets" feature, but it clears custom fields in the tickets that I update. - I do a search and then select the Update multiple tickets link. (note that both of the tickets are in the same queue and have a custom field value) - In the Bulk ticket update screen, choose Make Status to be "open" and press "Update All" - I get the following messages: Ticket 14447: Ticket 14447: Status: Status changed from resolved to open by user1 Ticket 14447: CFVal1 is no longer a value for custom field CFName Ticket 14448: Ticket 14448: Status: Status changed from resolved to open by user1 Ticket 14448: CFVal2 is no longer a value for custom field CFName Why is this occuring? I am not moving the tickets to another queue. I could select the value for custom field CFName from the Update screen as well, but as in this case, the tickets don't always have the same custom field value. Thanks! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Fri Jan 28 11:25:35 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Jan 2005 11:25:35 -0500 Subject: [rt-users] Update multiple tickets clears custom fields in tickets(RT 3.2.2) In-Reply-To: References: Message-ID: <20050128162535.GK337@bestpractical.com> On Fri, Jan 28, 2005 at 11:19:02AM -0500, Kumar, Vasanth wrote: > It appears that this problem is fixed in RT 3.2.3rc1. Any idea on when > 3.2.3 will be released? With luck, this weekend. > Thanks. > From rodney.caston at match.com Fri Jan 28 12:59:03 2005 From: rodney.caston at match.com (Rodney Caston) Date: Fri, 28 Jan 2005 11:59:03 -0600 Subject: [rt-users] RT becoming unstable / unable to add attachments (requires apache restart to fix?) Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF3E415@da0shme010.match.corp> We're having a strange problem where by a ticket(s) will accept image attachments fine for awhile, then suddenly, any attachments made to it no longer get stored corrected, a red X / box is displayed (broken link) and even trying to save the attachment off results in a corrupted file. The only way to fix this issue is to restart Apache, after doing so - the tickets accept attachments normally again. However, any attachments made before the start are obviously still corrupted data. Has anyone else had this issue of Apache needing to be restarted in order to allow attachments to process correctly again? Rodney Caston Match.com ##### The Details #### Linux da0mirt001 2.4.21-4.ELsmp #1 SMP # uname -a 3.2.2 # cat /opt/rt3/lib/RT.pm | grep VERSION 5.8.6 # perl -v 5.008 # echo "<% $] %>" >/opt/rt3/local/html/test.html 1.19 # perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION;' 2.0.46 # httpd -v NO OUTPUT # cat error_log | grep mod_perl | grep notice | tail -n 1 3.23.58 # mysql -V ### begin httpd.conf #### ServerName rt.match.corp DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason use Apache::DB (); Apache::DB->init; > PerlModule Apache::DProf # Change it to Apache2 if use mod_perl 2 PerlModule Apache2 PerlModule Apache::Status PerlSetEnv DBI_PROFILE DBI::ProfileDumper::Apache PerlModule Apache::DBI AddDefaultCharset UTF-8 PerlRequire /usr/local/rt3/bin/webmux.pl Options None SetHandler perl-script PerlHandler RT::Mason PerlFixupHandler Apache::SmallProf SetHandler default-handler SetHandler perl-script PerlHandler Apache::Status PerlSetVar StatusOptionsAll On PerlSetVar StatusTerse On PerlSetVar StatusTerseSize On PerlSetVar StatusTerseSizeMainSummary On PerlSetVar StatusLexInfo On ### end httpd conf ### From jesse at bestpractical.com Fri Jan 28 13:20:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Jan 2005 13:20:52 -0500 Subject: [rt-users] RT becoming unstable / unable to add attachments (requires apache restart to fix?) In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF3E415@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF3E415@da0shme010.match.corp> Message-ID: <20050128182052.GS337@bestpractical.com> On Fri, Jan 28, 2005 at 11:59:03AM -0600, Rodney Caston wrote: > We're having a strange problem where by a ticket(s) will accept image > attachments fine for awhile, then suddenly, any attachments made to it > no longer get stored corrected, a red X / box is displayed (broken link) > and even trying to save the attachment off results in a corrupted file. > > The only way to fix this issue is to restart Apache, after doing so - > the tickets accept attachments normally again. However, any attachments > made before the start are obviously still corrupted data. > > Has anyone else had this issue of Apache needing to be restarted in > order to allow attachments to process correctly again? 1. It looks like your mod_perl isn't built against 5.8.6. It's built against 5.8.0, which we know breaks attachments like this. 2. It looks like you're using an old (known-unusable) version of mysql. > > > Rodney Caston > Match.com > > ##### The Details #### (For the future, there's a page that displays all this and more in the admin menu) > Linux da0mirt001 2.4.21-4.ELsmp #1 SMP # uname -a > 3.2.2 # cat /opt/rt3/lib/RT.pm | grep VERSION > 5.8.6 # perl -v > 5.008 # echo "<% $] %>" >/opt/rt3/local/html/test.html > 1.19 # perl -MDBIx::SearchBuilder -e 'print > $DBIx::SearchBuilder::VERSION;' > 2.0.46 # httpd -v > NO OUTPUT # cat error_log | grep mod_perl | grep notice | tail -n > 1 > 3.23.58 # mysql -V > > ### begin httpd.conf #### > > ServerName rt.match.corp > DocumentRoot /usr/local/rt3/share/html > AddDefaultCharset UTF-8 > Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ > > # these four lines apply to Apache2+mod_perl2 only: {{{ > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > # }}} > > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > > use Apache::DB (); > Apache::DB->init; > > > > > PerlModule Apache::DProf > > > > # Change it to Apache2 if use mod_perl 2 > PerlModule Apache2 > > > PerlModule Apache::Status > > > > PerlSetEnv DBI_PROFILE DBI::ProfileDumper::Apache > > PerlModule Apache::DBI > > AddDefaultCharset UTF-8 > > PerlRequire /usr/local/rt3/bin/webmux.pl > > > Options None > SetHandler perl-script > PerlHandler RT::Mason > > > PerlFixupHandler Apache::SmallProf > > > > > > SetHandler default-handler > > > > > SetHandler perl-script > PerlHandler Apache::Status > PerlSetVar StatusOptionsAll On > PerlSetVar StatusTerse On > PerlSetVar StatusTerseSize On > PerlSetVar StatusTerseSizeMainSummary On > PerlSetVar StatusLexInfo On > > > ### end httpd conf ### > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From rmreis at cpqd.com.br Fri Jan 28 13:24:45 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 28 Jan 2005 16:24:45 -0200 Subject: [rt-users] Custom Fields: Validation Dates! Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F91@MAILSRV1.aquarius.cpqd.com.br> Hello There!!! Anybody has a idea about this issue? Thank's in advance.... Rodolfo. I have a custom field that will be used to get dates (dd/mm/aaaa), and I made a javascript code that does the validation entry, but I don't know where can I put this code or if has a scrip solution to my case... I think that I need change something in /Tickets/Elements/EditCustomField but I don't know the exactly point.... Someone could help me??? Thank's for 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 seph at directionless.org Fri Jan 28 14:40:49 2005 From: seph at directionless.org (seph) Date: Fri, 28 Jan 2005 14:40:49 -0500 Subject: [rt-users] Re: Ending multiple RT accounts per user created by email tickets In-Reply-To: <8062.207.171.167.101.1106181416.spork@webmail.laubenheimer.net> (rtusers@laubenheimer.net's message of "Wed, 19 Jan 2005 16:36:56 -0800 (PST)") References: <8062.207.171.167.101.1106181416.spork@webmail.laubenheimer.net> Message-ID: It's been awhile, so your problem might have been solved, but I didn't see any replies on rt-users. > I have tried configuring the "CanonicalizeEmailAddress" parameters > (...Match=corp.bar.com|baz.com, ...Replace=bar.com), and that had no > effect. If your canonicalization is this regular, than yes, you should be able to set those variables in the site config. You'll have to restart RT to see the changes, and it will not merge the old user accounts. If you have a more complex canonicalization, you can overlay the actual function that does this. > Is there any tidy way to tell the thing to: > a) whack off the stuff after the "@", > b) use the remaining username as the account requester, and use the variables you already found. > c) assign that requester the address listed in LDAP? > Any accounts that did not exist already would be created using just the > username and the LDAP email. Thus one person, lots of email addresses, > one RT account. overlay the subroutine to include an ldap lookup. I'm not sure why it failed for you, did you restart apache? Were you hoping it would also merge users? seph From vivek at khera.org Fri Jan 28 14:08:06 2005 From: vivek at khera.org (Vivek Khera) Date: Fri, 28 Jan 2005 14:08:06 -0500 Subject: Postgres SQL Syntax (Was Re: [rt-users] Upgrade problems) In-Reply-To: <20050128141551.GX337@bestpractical.com> References: <1106693346.3729.53.camel@localhost.localdomain> <1106921294.3587.27.camel@localhost.localdomain> <20050128141551.GX337@bestpractical.com> Message-ID: <2b0175ec126cf846816c7eaafd16b12c@khera.org> On Jan 28, 2005, at 9:15 AM, Jesse Vincent wrote: > I'd thought we'd already caught that. Hm. perhaps only for mysql. Is > there a postgres syntax for "DROP index IF EXISTS? > nope. perhaps you can do it inside a transaction to isolate any errors with it? or just ignore the error from it. From seph at directionless.org Fri Jan 28 16:15:41 2005 From: seph at directionless.org (seph) Date: Fri, 28 Jan 2005 16:15:41 -0500 Subject: [rt-users] Re: RT External authentication In-Reply-To: <6.1.2.0.2.20050125144548.043ff580@csipop.uned.es> ( =?iso-8859-1?q?Francisco_Javier_Mart=EDnez_Martinez's_message_of?= "Tue, 25 Jan 2005 14:55:21 +0100") References: <6.1.2.0.2.20050125144548.043ff580@csipop.uned.es> Message-ID: It's been awhile, so you may have solved your problem, but... > 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. RT has can trust apache's auth, and you can make apache talk to pretty much anything. read the docs. seph From seph at directionless.org Fri Jan 28 16:25:57 2005 From: seph at directionless.org (seph) Date: Fri, 28 Jan 2005 16:25:57 -0500 Subject: [rt-users] Re: Grant Privileges... Is there something like "ShowMyTicket"??? In-Reply-To: <097013530AD6F24F8D21F7CABCB26A252D7F8A@MAILSRV1.aquarius.cpqd.com.br> (Rodolfo de Moraes Reis's message of "Wed, 26 Jan 2005 17:16:26 -0200") References: <097013530AD6F24F8D21F7CABCB26A252D7F8A@MAILSRV1.aquarius.cpqd.com.br> Message-ID: give Requestor ShowTicket? "Rodolfo de Moraes Reis" writes: > Hello There!!! > > I've a doubt about grant privileges.... > > For example, There are 2 queues in my RT: Test and Develop. And I've a user that has privileges to act in Test tickets but doesn't have privileges to act in Develop tickets, although he cans only create and follow tickets in this Develop queue. To solve this problem, I grant this user with "CreateTicket" and "SeeQueue" into Develop queue. My doubt is about the "ShowTicket" privilege, because if I check this privilege to this user, he will see all the Develop tickets (and I don't want it because the others develop tickets doen?t matter for him) and if uncheck this option, he cannot see / follow his ticket!! Is there a privilege like "ShowMyTicket"? Because I want that this user just see ticket's created by him!!! > > Well... I don't know if my doubt it's so clear.... but I tried!! :) > > 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 rtusers at laubenheimer.net Fri Jan 28 16:36:56 2005 From: rtusers at laubenheimer.net (rtusers at laubenheimer.net) Date: Fri, 28 Jan 2005 13:36:56 -0800 (PST) Subject: [rt-users] Re: Ending multiple RT accounts per user created by email tickets Message-ID: <2724.207.171.167.101.1106948216.spork@webmail.laubenheimer.net> > It's been awhile, so your problem might have been solved, but I didn't see any replies on rt-users. > >> I have tried configuring the "CanonicalizeEmailAddress" parameters (...Match=corp.bar.com|baz.com, ...Replace=bar.com), and that had no effect. > > If your canonicalization is this regular, than yes, you should be able to set those variables in the site config. You'll have to restart RT to see the changes, and it will not merge the old user accounts. If you have a more complex canonicalization, you can overlay the actual function that does this. When I first changed it, and restarted apache, it wasn't working. >> Is there any tidy way to tell the thing to: >> a) whack off the stuff after the "@", >> b) use the remaining username as the account requester, and > > use the variables you already found. OK. >> c) assign that requester the address listed in LDAP? >> Any accounts that did not exist already would be created using just the username and the LDAP email. Thus one person, lots of email addresses, one RT account. > > overlay the subroutine to include an ldap lookup. Ah. Okay. > I'm not sure why it failed for you, did you restart apache? Were you hoping it would also merge users? I didn't expect it to merge users, I'll be doing that manually. I restarted apache (with "restart") after I did it, and it didn't work. I restarted apache again today, with "stop" then "start", and now it works. Apparently the "restart" routine in the version of apache I have is not a true stop and start. Weird. Thank you, BTW. I was thinking that I had lost my mind when the canonicalization thing didn't work. Apparently it was apache being weird... ljl From jam at omnigroup.com Fri Jan 28 23:39:03 2005 From: jam at omnigroup.com (James Moore) Date: Fri, 28 Jan 2005 20:39:03 -0800 Subject: [rt-users] Best practices Message-ID: <1871d2eed0d2f38fed03fa6a5fbed5e0@omnigroup.com> Hey folks, I'm evaluating RT for use here at Omni to get us away from doing all of our support mail via Apple Mail/IMAP. I've got 3.2.3 running on my machine by following one of the excellent walkthrus I found but I've got some questions: * It seems like some people here are using the development snapshots. Which branch (3.2, 3.3, 3.4) should we be using for a brand-new installation and why? * Is anyone using the standalone httpd in a production environment? Right now on my workstation it's serving pages faster than Apache is and I like the idea of having something basic to do just this one task on the production server. * How do people use the CLI? It seems like it's got some potential for more than just doing simple tasks from the cmd-line. * If you moved away from doing support via email to RT what were some of things that you experienced that you weren't expecting? Thanks for your help. -James From hilton at quarkit.com.au Sat Jan 29 00:55:10 2005 From: hilton at quarkit.com.au (Quark IT - Hilton Travis) Date: Sat, 29 Jan 2005 15:55:10 +1000 Subject: [rt-users] Re: Keeping the Microsoft Outlook users happy Message-ID: <1E400555153D82468A9D54BEED3BD8E90DFC06@server.QuarkIT.local> Hi All, > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Michael Brown > Sent: Friday, 21 January 2005 01:18 > > Jesse Vincent wrote: > >>What would be *really* nice is to have RT send > >>out emails that have the specially crafted URL > >>that you cliek on and have the appointment > >>entered automagically into your Outlook calendar. > >>This would be sooooo nice - save the possibility > >>of mis-typing it and the silliness that ensues. > > > > > > Got a pointer to a spec for that URL format? > > Why bother with just Outlook specific? Why not > just send a vCal attachment with the e-mail? > Outlook supports vCal, as do most other > calendaring packages (Palm Desktop, Notes, Mozilla > Sunbird, etc...) > > The more clients... the merrier! Absolutely. Has any progress been made on this? Having RT send a vCal attachment would make it really nice. (Now all I need is to have the RT and Exchange "Contacts" (actually, here it is a Public Folder) list sync with each other so that I don't have multiple contact lists all possibly out of sync with each other, and RT will then look really promising here, and no doubt for a lot of other Windows/Exchange users around the planet. -- Regards, Hilton Travis Phone: +61 (0)7 3344 3889 (Brisbane, Australia) Phone: +61 (0)419 792 394 Manager, Quark IT http://www.quarkit.com.au Quark AudioVisual http://www.quarkav.net http://www.threatcode.com/ <-- its now time to shame poor coders into writing code that is acceptable for use on today's networks War doesn't determine who is right. War determines who is left. This document and any attachments are for the intended recipient only. It may contain confidential, privileged or copyright material which must not be disclosed or distributed. From cpwe at deakin.edu.au Sat Jan 29 06:13:07 2005 From: cpwe at deakin.edu.au (Chris Welsh) Date: Sat, 29 Jan 2005 22:13:07 +1100 Subject: [rt-users] Power Point Message-ID: <41FB6FC3.2050309@deakin.edu.au> Hi, In two days, I'm gonna show my fellow IT admin staff how to use RT. I'm sure you guys have done this before, so I'm asking, can anyone send me their power point demos? It will save me skimming stuff from the wiki docs. Thanks, Chris From rt at chaka.net Sat Jan 29 10:21:24 2005 From: rt at chaka.net (Todd Chapman) Date: Sat, 29 Jan 2005 10:21:24 -0500 Subject: [rt-users] Best practices In-Reply-To: <1871d2eed0d2f38fed03fa6a5fbed5e0@omnigroup.com> References: <1871d2eed0d2f38fed03fa6a5fbed5e0@omnigroup.com> Message-ID: <20050129152124.GL27116@chaka.net> For a new installation I would go gor 3.4rc6. There shouldn't be any major bugs left. It will probably become 3.4 very soon. If using a release candidate bothers you, then 3.2.2 is the latest "stable" release, but it has it's own bugs. _All_ software has bugs. I agree that the standalone httpd is very fast, but I don't think it would be with multiple users trying to use it at the same time becuase it can only handle one request at a time. It would be interesting to see if it could fork children to handle requests like Apache and still retain it's speed advantage. It sure would simplify RT installation for a lot of people. One advantage of using RT instead of plain e-mail for support is the possibility to do workflow so that multi-step tasks are completed faster and more accurately. -Todd On Fri, Jan 28, 2005 at 08:39:03PM -0800, James Moore wrote: > Hey folks, I'm evaluating RT for use here at Omni to get us away from > doing all of our support mail via Apple Mail/IMAP. I've got 3.2.3 > running on my machine by following one of the excellent walkthrus I > found but I've got some questions: > > * It seems like some people here are using the development snapshots. > Which branch (3.2, 3.3, 3.4) should we be using for a brand-new > installation and why? > > * Is anyone using the standalone httpd in a production environment? > Right now on my workstation it's serving pages faster than Apache is > and I like the idea of having something basic to do just this one task > on the production server. > > * How do people use the CLI? It seems like it's got some potential for > more than just doing simple tasks from the cmd-line. > > * If you moved away from doing support via email to RT what were some > of things that you experienced that you weren't expecting? > > Thanks for your help. > > -James > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com > for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From eslittles at ucdavis.edu Sat Jan 29 12:21:38 2005 From: eslittles at ucdavis.edu (Everett Littles) Date: Sat, 29 Jan 2005 09:21:38 -0800 Subject: [rt-users] RT on OS X Guide? Message-ID: <3C258AA8-721A-11D9-9343-000A956E3DD4@ucdavis.edu> Does anyone know of a installation guide for RT on OS X? Thanks From jesse at bestpractical.com Sat Jan 29 13:24:50 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 29 Jan 2005 13:24:50 -0500 Subject: [rt-users] Best practices In-Reply-To: <20050129152124.GL27116@chaka.net> References: <1871d2eed0d2f38fed03fa6a5fbed5e0@omnigroup.com> <20050129152124.GL27116@chaka.net> Message-ID: <20050129182450.GL337@bestpractical.com> > I agree that the standalone httpd is very fast, but I don't think > it would be with multiple users trying to use it at the same time > becuase it can only handle one request at a time. It would be > interesting to see if it could fork children to handle requests > like Apache and still retain it's speed advantage. It sure would > simplify RT installation for a lot of people. > We've tried it. The forking just totally kills performance. Even preforking doesn't do well enough, at least in my testing. We're working on a bunch of exciting new stuff to simplify installation and setup for new users. Jesse From sh.hancock at gmail.com Sat Jan 29 16:31:33 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Sat, 29 Jan 2005 16:31:33 -0500 Subject: [rt-users] WikiText formatting problem Message-ID: <78c5b1410501291331369d0f48@mail.gmail.com> We have several questions on the wiki-text field in RTFM. We love it but have not been able to find a way to disable wiki links. The formatter takes any word with two capitals and makes it a wikilink for internal documents. The formatting rules state that by putting ! before the word will disable this. It does not work for us. Also, the only way we can generate external links is to enclose the link in square brackets. The docs state that this should be picked up automatically in formating. The information we are using is the KwikiFormattingRules in the RT Wiki documentation. The level headings work for us as does the horizontal line. I'm not sure what the external link could possibly be used for since it makes the link invisible. But I'm probably missing something here. Any help with the above would be much appreciated, especially a way to turn off wikilinks. From sh.hancock at gmail.com Sat Jan 29 16:38:06 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Sat, 29 Jan 2005 16:38:06 -0500 Subject: [rt-users] Re: WikiText formatting problem In-Reply-To: <78c5b1410501291331369d0f48@mail.gmail.com> References: <78c5b1410501291331369d0f48@mail.gmail.com> Message-ID: <78c5b14105012913382871ab16@mail.gmail.com> I forgot to include our setup info on this: RT v 3.4.0rc6 RTFM 2.0.4 Fedora Core 3 modperl 1.99-16 Apache2 Perl 5.8.5-9 Text::Wikiformat v 0.72 On Sat, 29 Jan 2005 16:31:33 -0500, Stephen Hancock wrote: > We have several questions on the wiki-text field in RTFM. We love it > but have not been able to find a way to disable wiki links. The > formatter takes any word with two capitals and makes it a wikilink for > internal documents. The formatting rules state that by putting ! > before the word will disable this. It does not work for us. > > Also, the only way we can generate external links is to enclose the > link in square brackets. The docs state that this should be picked up > automatically in formating. > > The information we are using is the KwikiFormattingRules in the RT > Wiki documentation. > > The level headings work for us as does the horizontal line. > > I'm not sure what the external link could possibly be used > for since it makes the link invisible. But I'm probably missing > something here. > > Any help with the above would be much appreciated, especially a way to > turn off wikilinks. > From jparsons-lists at saffron.net Sun Jan 30 00:21:43 2005 From: jparsons-lists at saffron.net (Jason Parsons) Date: Sun, 30 Jan 2005 00:21:43 -0500 Subject: [rt-users] RT error output Message-ID: <0712243dec7eae2ead2b4c35cbd0a5d1@saffron.net> 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. Reading the Mason docs, it seems as if the following in Apache's httpd.conf should work: PerlSetVar MasonErrorMode fatal SetHandler perl-script PerlHandler RT::Mason However, Mason compilation errors are still printed to the user even with MasonErrorMode set to fatal. I would appreciate any help in assuring that the end-user never sees Mason or RT errors. Thank you. - Jason Parsons From Ruslan.Zakirov at acronis.com Sun Jan 30 07:20:54 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sun, 30 Jan 2005 15:20:54 +0300 Subject: [rt-users] Notifications without Attachments In-Reply-To: References: Message-ID: <41FCD126.1000709@acronis.com> see http://wiki.bestpractical.com/?Template http://wiki.bestpractical.com/index.cgi?AddAttachmentLinksToMail Paulo Ribeiro wrote: > Hello, > > Is it possible to send the emails to the rt users without the attachments? > I mean, attachments would be available through RT, but when RT > would send an email to the user, it wouldn't send it with the attachement? > > Thanks > Lopo > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, 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 Sun Jan 30 09:18:05 2005 From: rt at chaka.net (Todd Chapman) Date: Sun, 30 Jan 2005 09:18:05 -0500 Subject: [rt-users] Best practices In-Reply-To: <20050129182450.GL337@bestpractical.com> References: <1871d2eed0d2f38fed03fa6a5fbed5e0@omnigroup.com> <20050129152124.GL27116@chaka.net> <20050129182450.GL337@bestpractical.com> Message-ID: <20050130141805.GM27116@chaka.net> On Sat, Jan 29, 2005 at 01:24:50PM -0500, Jesse Vincent wrote: > > > I agree that the standalone httpd is very fast, but I don't think > > it would be with multiple users trying to use it at the same time > > becuase it can only handle one request at a time. It would be > > interesting to see if it could fork children to handle requests > > like Apache and still retain it's speed advantage. It sure would > > simplify RT installation for a lot of people. > > > > > We've tried it. The forking just totally kills performance. Even > preforking doesn't do well enough, at least in my testing. We're working > on a bunch of exciting new stuff to simplify installation and setup for > new users. > > Jesse Has anyone done any benchmarks comparing Apache and standalone? If it really is significant it would be interesting to use Apache or another program as a front end to load balance a pool of standalones. I realize it wouldn't be very efficient memory-wise... From tomisilori at yahoo.co.uk Sun Jan 30 10:12:11 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Sun, 30 Jan 2005 15:12:11 +0000 (GMT) Subject: [rt-users] RT and Starting Apache In-Reply-To: <41F79F47.7030203@topicmapping.com> Message-ID: <20050130151211.90416.qmail@web26606.mail.ukl.yahoo.com> Thanks all. I discovered I didn't have mod_perl installed. I did a fresh install of red hat 8.0, mod_perl was statically compiled with apache, i installed perl and I have RT working fine now. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Sun Jan 30 10:17:47 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Sun, 30 Jan 2005 15:17:47 +0000 (GMT) Subject: [rt-users] Can't find rt.log In-Reply-To: <41F79F47.7030203@topicmapping.com> Message-ID: <20050130151747.98495.qmail@web26603.mail.ukl.yahoo.com> Please, I can't find the rt.log file in /opt/rt3/var/log. I've got redhat linux 8.0, perl 5.8.6, mysql 4.1.9, apache 1.3.33 with mod_perl 1 and RT v 3.2.2 installed on my system now. Please, has the path to rt.log been changed with this new version? Thanks all in anticipation of ur assistance. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From aharrison at gmail.com Sun Jan 30 10:22:35 2005 From: aharrison at gmail.com (Andy Harrison) Date: Sun, 30 Jan 2005 10:22:35 -0500 Subject: [rt-users] Can't find rt.log In-Reply-To: <20050130151747.98495.qmail@web26603.mail.ukl.yahoo.com> References: <41F79F47.7030203@topicmapping.com> <20050130151747.98495.qmail@web26603.mail.ukl.yahoo.com> Message-ID: On Sun, 30 Jan 2005 15:17:47 +0000 (GMT), Oluwatomisin Ilori wrote: > Please, I can't find the rt.log file in /opt/rt3/var/log. I've got redhat > linux 8.0, perl 5.8.6, mysql 4.1.9, apache 1.3.33 with mod_perl 1 and RT v > 3.2.2 installed on my system now. Please, has the path to rt.log been > changed with this new version? > Thanks all in anticipation of ur assistance. > > > ________________________________ > > 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 > > Your /etc/RT_SiteConfig.pm should tell you where it is. Set($LogDir, '/usr/local/rt3/var/log'); -- Andy Harrison From tomisilori at yahoo.co.uk Sun Jan 30 10:36:51 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Sun, 30 Jan 2005 15:36:51 +0000 (GMT) Subject: [rt-users] Can't find rt.log In-Reply-To: Message-ID: <20050130153651.12048.qmail@web26601.mail.ukl.yahoo.com> Thanks for the quick response. My RT_SiteConfig.pm contains ($LogDir, /opt/rt3/var/log) and I don't have this directory "/usr/local/rt3/var/log" on my system. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Sun Jan 30 11:56:05 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Sun, 30 Jan 2005 16:56:05 +0000 (GMT) Subject: [rt-users] rt-remind help In-Reply-To: <41EED22B.1040901@uclink.berkeley.edu> Message-ID: <20050130165605.20543.qmail@web26603.mail.ukl.yahoo.com> Thanks Mike for the detailed steps in using rt-remind. I did everything exactly as u said but I get this error when i run rt-remind from the installation directory which is /usr/local/rt3/lib/RT [root at rt1 Action]# ./rt-remind.pm Can't locate RT/Interface/CLI.pm in @INC (@INC contains: /opt/rt3/lib/RT /usr/local/packages/rt/local/library /usr/local/perl-5.8.6/lib/5.8.6/i686-linux /usr/local/perl-5.8.6/lib/5.8.6 /usr/local/perl-5.8.6/lib/site_perl/5.8.6/i686-linux /usr/local/perl-5.8.6/lib/site_perl/5.8.6 /usr/local/perl-5.8.6/lib/site_perl .) at ./rt-remind.pm line 93. BEGIN failed--compilation aborted at ./rt-remind.pm line 93. what else do I need to do? Thanks. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From eslittles at ucdavis.edu Sun Jan 30 12:09:01 2005 From: eslittles at ucdavis.edu (Everett Littles) Date: Sun, 30 Jan 2005 09:09:01 -0800 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC Message-ID: When I attempt to load Apache I get the following error message: Syntax error on line 1078 of /etc/httpd/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /sw/lib/perl5 /sw/lib/perl5 /System/Library/Perl/5.8.1/darwin-thread-multi-2level /System/Library/Perl/5.8.1 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1 /Library/Perl /Network/Library/Perl/5.8.1/darwin-thread-multi-2level /Network/Library/Perl/5.8.1 /Network/Library/Perl . /usr/ /usr/lib/perl) at (eval 3) line 3. /usr/sbin/apachectl start: httpd could not be started This happened after I added the following code: ServerName rt3.localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I have Apache::DBI installed, and I am using Perl 5.8.6, so I am wondering why I am getting this error message, and why I see Perl 5.8.1 in my @INC path. Line 1078 in my httpd.conf is: PerlRequire /opt/rt3/bin/webmux.pl Any clues? Thanks From jesse at bestpractical.com Sun Jan 30 12:20:45 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 30 Jan 2005 12:20:45 -0500 Subject: [rt-users] Best practices In-Reply-To: <20050130141805.GM27116@chaka.net> References: <1871d2eed0d2f38fed03fa6a5fbed5e0@omnigroup.com> <20050129152124.GL27116@chaka.net> <20050129182450.GL337@bestpractical.com> <20050130141805.GM27116@chaka.net> Message-ID: <20050130172045.GN337@bestpractical.com> > Has anyone done any benchmarks comparing Apache and standalone? If > it really is significant it would be interesting to use Apache or > another program as a front end to load balance a pool of standalones. > I realize it wouldn't be very efficient memory-wise... You've just described FastCGI -- From jesse at bestpractical.com Sun Jan 30 12:48:06 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 30 Jan 2005 12:48:06 -0500 Subject: [rt-users] RT 3.2.3rc2 Message-ID: <20050130174806.GO337@bestpractical.com> I'm pleased to announce the release of the second release candidate for RT 3.2.2, which is likely to be the final RT 3.2 release before RT 3.4.0. Unless we hear about regressions in 3.2.3rc2, this version will be released as RT 3.2.3 this Wednesday. Jesse -- From tomisilori at yahoo.co.uk Sun Jan 30 12:56:37 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Sun, 30 Jan 2005 17:56:37 +0000 (GMT) Subject: [rt-users] RT/Action/NotifyGroup.pm In-Reply-To: <41EED22B.1040901@uclink.berkeley.edu> Message-ID: <20050130175637.80815.qmail@web26602.mail.ukl.yahoo.com> I'm currently running rt 3.2.2 on Linux 8.0, perl 5.8.3, Apache 1.19 statically compiled with mod_perl 1 and mySQL 4.1.9. I'm trying to use Ruslan's module to send emails to a particular person when a ticket has not been resolved 22 hours after it is created. However, I do not get any emails. Please, can anyone point me in the right direction. I'm running the cronjob below: 0 1 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status !='resolved' AND Created='22 hours ago' AND Queue='VSATFaults'" --action RT::Action::NotifyGroup --action-arg tosin at rt1.ipnxtelecoms.com --template 'UnresolvedTickets' Thanks. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at acronis.com Sun Jan 30 14:36:25 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sun, 30 Jan 2005 22:36:25 +0300 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC In-Reply-To: References: Message-ID: <41FD3739.9080101@acronis.com> Because you've upgraded your perl from 5.8.1 to 5.8.6 and didn't rebuilt mod_perl. See http://wiki.bestpractical.com/?CompilingPerl Everett Littles wrote: > When I attempt to load Apache I get the following error message: > > Syntax error on line 1078 of /etc/httpd/httpd.conf: > Can't locate Apache/DBI.pm in @INC (@INC contains: /sw/lib/perl5 > /sw/lib/perl5 /System/Library/Perl/5.8.1/darwin-thread-multi-2level > /System/Library/Perl/5.8.1 > /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1 > /Library/Perl /Network/Library/Perl/5.8.1/darwin-thread-multi-2level > /Network/Library/Perl/5.8.1 /Network/Library/Perl . /usr/ /usr/lib/perl) > at (eval 3) line 3. > > /usr/sbin/apachectl start: httpd could not be started > > This happened after I added the following code: > > > ServerName rt3.localhost > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > > I have Apache::DBI installed, and I am using Perl 5.8.6, so I am > wondering why I am getting this error message, and why I see Perl 5.8.1 > in my @INC path. > > Line 1078 in my httpd.conf is: > PerlRequire /opt/rt3/bin/webmux.pl > > Any clues? > > Thanks > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, San Francisco, Austin, Sydney) Contact > training at bestpractical.com for details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Sun Jan 30 14:44:47 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sun, 30 Jan 2005 22:44:47 +0300 Subject: [rt-users] Can't find rt.log In-Reply-To: <20050130153651.12048.qmail@web26601.mail.ukl.yahoo.com> References: <20050130153651.12048.qmail@web26601.mail.ukl.yahoo.com> Message-ID: <41FD392F.2090206@acronis.com> Oluwatomisin Ilori wrote: > Thanks for the quick response. My RT_SiteConfig.pm contains > ($LogDir, /opt/rt3/var/log) and I don't have this directory > "/usr/local/rt3/var/log" on my system. Please, read http://wiki.bestpractical.com/?Debug > > > > ------------------------------------------------------------------------ > *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 Sun Jan 30 14:46:38 2005 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Sun, 30 Jan 2005 22:46:38 +0300 Subject: [rt-users] RT/Action/NotifyGroup.pm In-Reply-To: <20050130175637.80815.qmail@web26602.mail.ukl.yahoo.com> References: <20050130175637.80815.qmail@web26602.mail.ukl.yahoo.com> Message-ID: <41FD399E.6090003@acronis.com> Oluwatomisin Ilori wrote: > > I'm currently running rt 3.2.2 on Linux 8.0, perl 5.8.3, Apache 1.19 > statically compiled with mod_perl 1 and mySQL 4.1.9. > I'm trying to use Ruslan's module to send emails to a particular person > when a ticket has not been resolved 22 hours after it is created. > However, I do not get any emails. Please, can anyone point me in the > right direction. I'm running the cronjob below: > > 0 1 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL > --search-arg "Status !='resolved' AND Created='22 hours ago' AND > Queue='VSATFaults'" --action RT::Action::NotifyGroup --action-arg > tosin at rt1.ipnxtelecoms.com > --template 'UnresolvedTickets' > Thanks. May be it is not user friendly but module supprt only IDs as argument now. So find your user via WebUI and see his #ID number and put it in argument. You can group different IDs, use ';' as separator. > > ------------------------------------------------------------------------ > *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 m3freak at rogers.com Sun Jan 30 19:12:02 2005 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Sun, 30 Jan 2005 19:12:02 -0500 Subject: [rt-users] RT 3.2.2, FastCGI, FC3 Message-ID: <1107130322.4988.23.camel@localhost.localdomain> Hi Everyone, I've been running RT 3.0.9 with FastCGI on a FC1 system happily. I'm now moving to RT 3.2.2 with FastCGI on a FC3 system. I've read the docs on the Wiki, and like on my FC1 server, want to run RT with suexec. I believe I've set up Apache correctly, however, I'm running into a selinux problem. Here are the lines from the apache log: [Sun Jan 30 18:53:31 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Sun Jan 30 18:53:33 2005] [notice] Digest: generating secret for digest authentication ... [Sun Jan 30 18:53:33 2005] [notice] Digest: done [Sun Jan 30 18:53:33 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Sun Jan 30 18:53:33 2005] [notice] LDAP: SSL support unavailable [Sun Jan 30 18:53:33 2005] [notice] FastCGI: wrapper mechanism enabled (wrapper: /usr/sbin/suexec) [Sun Jan 30 18:53:33 2005] [notice] FastCGI: process manager initialized (pid 32601) [Sun Jan 30 18:53:33 2005] [warn] FastCGI: server "/var/www/rt/mason_handler.fcgi" (uid 48, gid 48) started (pid 32602) failed to open log file fopen: Permission denied And here's the reason why permission was denied: avc: denied { write } for pid=32659 exe=/usr/sbin/suexec name=httpd dev=dm-5 ino=129038 scontext=root:system_r:httpd_suexec_t tcontext=system_u:object_r:httpd_log_t tclass=dir I'm sure I can solve this by adding the Apache user as a member of the rt group, but I'd rather not. I've tried changing the security context, but that hasn't helped either (I'm not a selinux guru...I can work with it on a basic level). Does anyone else here have RT 3.2.2 running with FastCGI on a FC3 machine, preferably with suexec? For good measure, the Virtualhost entry in httpd.conf: # Request Tracker FastCgiWrapper /usr/sbin/suexec FastCgiIpcDir /tmp FastCgiServer /var/www/rt/mason_handler.fcgi -idle-timeout 300 - processes 4 -init-start-delay 5 ServerName blah.blah.com ServerAlias blah ErrorLog /var/log/httpd/error_log_rt CustomLog /var/log/httpd/access_log_rt combined DocumentRoot /var/www/rt/share/html SuExecUserGroup root rt # these lines apply to Apache2+mod_fastcgi: {{{ AddHandler fastcgi-script fcgi Alias /NoAuth/images/ /var/www/rt/share/html/NoAuth/images/ ScriptAlias / /var/www/rt/mason_handler.fcgi/ # }}} SetHandler fastcgi-script AddDefaultCharset UTF-8 Thanks in advance. Regards, Ranbir -- Kanwar Ranbir Sandhu Linux Consultant Systems Aligned Inc. www.systemsaligned.com From matthew.watson at staff.netspace.net.au Sun Jan 30 20:17:41 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Mon, 31 Jan 2005 12:17:41 +1100 Subject: [rt-users] Query builder losing the query Message-ID: <56F211C5E3F24F47B103EA1B253822BE460FCD@vic-cr-ex1.staff.netspace.net.au> > > > > But it doesn't fix this problem. I'm sure most sessions don't get > > anywhere near this big (I'm throwing a lot of debugging into in there at > > the moment, as I've got LogSQLStatements turned on > > > So. What if you change SetupSessionCookie, but not SB::Handle::Oracle? Well, now that we have established that SB::Hanlde::Oracle is doing the right thing, as long as SetupSessionCookie is passing in the LongReadLen argument when setting up the session it should be ok, even with out doing it, its most likely a problem that very few people will hit, it was only biting me due to having LogSQLStatements on and looking at a queue with 1000+ open tickets (hence, lots of statements to log). Regards, Matt. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From matthew.watson at staff.netspace.net.au Mon Jan 31 01:46:13 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Mon, 31 Jan 2005 17:46:13 +1100 Subject: [rt-users] Query Builder documentation Message-ID: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au> Hi, FYI. RT 3.2.2 I was wondering if anyone has written up documentation for using the Query builder (couldn't really find anything useful in the wiki). I somewhat understand how it works, although it still seems to do unexpected things at times, or just plan refuses to do them at other times, and if I'm having issues then I'm sure our accounts people are too :-) It seems fine for doing a query full of "AND"'s or "OR"'s, but once you start mixing them, you need to shuffle it around a lot to get the query how you want it, and sometimes it seems impossible to get it how you want it.. Even using the advanced builder doesn't always do what I would expect, An example, I would think I should be able to build this Owner = 'Nobody' AND ( Status = 'new' or Status = 'open' ) AND ( Queue = 'Bugs' OR Queue = 'Faults' ) AND ( LastUpdated < 'Today' OR ( Due > '1970-01-01' AND LastUpdated > 'Yesterday' ) ) However, when I apply this, I end up with Owner = 'Nobody' AND ( Status = 'new' or Status = 'open' ) AND ( Queue = 'Bugs' OR Queue = 'Faults' ) AND ( LastUpdated < 'Today' AND ( Due > '1970-01-01' AND LastUpdated > 'Yesterday' ) ) Almost there, except the OR between LastUpdated and Due has been converted into an AND, and nothing I do will let me change it back. Perhaps its just that nesting like that is not allowed, but if that is the case, an error would be nice rather than it happily changing the query? Actually building this query using the "graphical" builder is a major lesson in frustration, as bits of the query jump all over the place while trying to group parts of the query and "AND"'s turn to "OR" and visa versa for no apparent reason. So, the question really is, I'm I just not understanding how to correctly use the query builder, or is it flawed (and if so, is it fixed in 3.4)? If it's the former, does anyone have the documentation so I can explain to all our staff how to successfully build complex queries? Ps.. sorry for the rant :-) Regards -- Matthew Watson Netspace Online Systems (03) 98110010 This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomas.olaj at usit.uio.no Mon Jan 31 07:15:34 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Mon, 31 Jan 2005 13:15:34 +0100 (CET) Subject: [rt-users] Re: RT-Users Digest, Vol 10, Issue 86 In-Reply-To: <20050128170004.E30784D80FA@diesel.bestpractical.com> References: <20050128170004.E30784D80FA@diesel.bestpractical.com> Message-ID: How is the upcoming release 3.2.3 compared to 3.4.0rcX when it comes to speed (especially ticket display)? We have 3.4.0rcX on our test/dev servers, and 3.2.1 on our prod servers, and we have to do something with our prod servers. --> Message: 7 Date: Fri, 28 Jan 2005 11:25:35 -0500 From: Jesse Vincent Subject: Re: [rt-users] Update multiple tickets clears custom fields in tickets(RT 3.2.2) To: "Kumar, Vasanth" Cc: RT-Users at lists.bestpractical.com Message-ID: <20050128162535.GK337 at bestpractical.com> Content-Type: text/plain; charset=us-ascii On Fri, Jan 28, 2005 at 11:19:02AM -0500, Kumar, Vasanth wrote: > It appears that this problem is fixed in RT 3.2.3rc1. Any idea on when > 3.2.3 will be released? With luck, this weekend. > Thanks. -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From sh.hancock at gmail.com Mon Jan 31 07:27:07 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Mon, 31 Jan 2005 07:27:07 -0500 Subject: [rt-users] Query Builder documentation In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au> Message-ID: <78c5b14105013104273cedaa9c@mail.gmail.com> 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. On Mon, 31 Jan 2005 17:46:13 +1100, Matthew Watson wrote: > > > > Hi, > > > > FYI. RT 3.2.2 > > > > I was wondering if anyone has written up documentation for using the Query > builder (couldn't really find anything useful in the wiki). > > > > I somewhat understand how it works, although it still seems to do unexpected > things at times, or just plan refuses to do them at other times, and if I'm > having issues then I'm sure our accounts people are too J > > > > It seems fine for doing a query full of "AND"'s or "OR"'s, but once you > start mixing them, you need to shuffle it around a lot to get the query how > you want it, and sometimes it seems impossible to get it how you want it.. > > > > Even using the advanced builder doesn't always do what I would expect, > > > > An example, I would think I should be able to build this > > > > Owner = 'Nobody' > > AND ( Status = 'new' or Status = 'open' ) > > AND ( Queue = 'Bugs' > > OR Queue = 'Faults' ) > > AND ( LastUpdated < 'Today' > > OR ( Due > '1970-01-01' AND LastUpdated > 'Yesterday' ) ) > > > > However, when I apply this, I end up with > > > > Owner = 'Nobody' > > AND ( Status = 'new' or Status = 'open' ) > > AND ( Queue = 'Bugs' OR Queue = 'Faults' ) > > AND ( LastUpdated < 'Today' AND ( Due > '1970-01-01' AND LastUpdated > > 'Yesterday' ) ) > > > > Almost there, except the OR between LastUpdated and Due has been converted > into an AND, and nothing I do will let me change it back. Perhaps its just > that nesting like that is not allowed, but if that is the case, an error > would be nice rather than it happily changing the query? Actually building > this query using the "graphical" builder is a major lesson in frustration, > as bits of the query jump all over the place while trying to group parts of > the query and "AND"'s turn to "OR" and visa versa for no apparent reason. > > > > > > So, the question really is, I'm I just not understanding how to correctly > use the query builder, or is it flawed (and if so, is it fixed in 3.4)? If > it's the former, does anyone have the documentation so I can explain to all > our staff how to successfully build complex queries? > > > > Ps.. sorry for the rant J > > > > > > Regards > > > > -- > > Matthew Watson > > Netspace Online Systems > > (03) 98110010 > > > > This email and any files transmitted with it are confidential and intended > solely for the use of the individual or entity to whom they are addressed. > Please notify the sender immediately by email if you have received this > email by mistake and delete this email from your system. Please note that > any views or opinions presented in this email are solely those of the author > and do not necessarily represent those of the organisation. Finally, the > recipient should check this email and any attachments for the presence of > viruses. The organisation accepts no liability for any damage caused by any > virus transmitted by this email. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! > (Boston, 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 fjmartinez at csi.uned.es Mon Jan 31 08:20:12 2005 From: fjmartinez at csi.uned.es (Francisco Javier =?iso-8859-1?Q?Mart=EDnez?= Martinez) Date: Mon, 31 Jan 2005 14:20:12 +0100 Subject: [rt-users] How to make LDAP authentication in RT3 Message-ID: <6.1.2.0.2.20050131141327.04299ce8@csipop.uned.es> 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. From m3freak at rogers.com Mon Jan 31 09:21:49 2005 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Mon, 31 Jan 2005 09:21:49 -0500 Subject: [rt-users] RT 3.2.2, FastCGI, FC3 In-Reply-To: <1107130322.4988.23.camel@localhost.localdomain> References: <1107130322.4988.23.camel@localhost.localdomain> Message-ID: <1107181309.4739.4.camel@localhost.localdomain> On Sun, 2005-30-01 at 19:12 -0500, Kanwar Ranbir Sandhu wrote: > I'm sure I can solve this by adding the Apache user as a member of the > rt group, but I'd rather not. I've tried changing the security context, > but that hasn't helped either (I'm not a selinux guru...I can work with > it on a basic level). Replying to myself... I tried adding the apache user to the rt group, but this just fired up selinux again with more errors. Do I have to tell selinux to ignore these errors or can I make RT play nicely with selinux enabled? I'm sure there are other people on this list that would have run into this same problem. However, I can't seem to recall reading any messages to this list about selinux on a FC3 system. Again, thanks in advance for any tips. Regards, Ranbir -- Kanwar Ranbir Sandhu Linux Consultant Systems Aligned Inc. www.systemsaligned.com From steve at n2sw.com Mon Jan 31 09:32:05 2005 From: steve at n2sw.com (steve) Date: Mon, 31 Jan 2005 09:32:05 -0500 Subject: [rt-users] How to make LDAP authentication in RT3 In-Reply-To: <6.1.2.0.2.20050131141327.04299ce8@csipop.uned.es> References: <6.1.2.0.2.20050131141327.04299ce8@csipop.uned.es> Message-ID: <41FE4165.3010703@n2sw.com> 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 tomisilori at yahoo.co.uk Mon Jan 31 09:52:20 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Mon, 31 Jan 2005 14:52:20 +0000 (GMT) Subject: [rt-users] rt-remind help In-Reply-To: <41EED22B.1040901@uclink.berkeley.edu> Message-ID: <20050131145220.9267.qmail@web26603.mail.ukl.yahoo.com> Thanks...it worked. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ravin.mathoora at virtualaccess.com Mon Jan 31 10:36:54 2005 From: ravin.mathoora at virtualaccess.com (ravin.mathoora at virtualaccess.com) Date: Mon, 31 Jan 2005 15:36:54 -0000 (GMT) Subject: [rt-users] (no subject) Message-ID: <32921.62.77.191.193.1107185814.squirrel@mail.virtualaccess.com> Hi, I have just installed RT and am having problems bringing up the web page. I get a 500 Internal Server Error and I think that it has to do with my RT_SiteConfig.pm but I am not sure what the problem is. I copied over the RT_Config file to the RT_SiteConfig and edited the RT_SiteConfig.pm file with my settings. All I changed was the first 3 settings which were the: $rtname $Organisation $Timezone. I obviously missed something. Any help would be appreciated on this. Many thanks Best Regards Ravin From sturner at MIT.EDU Mon Jan 31 11:11:14 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 31 Jan 2005 11:11:14 -0500 Subject: [rt-users] (no subject) In-Reply-To: <32921.62.77.191.193.1107185814.squirrel@mail.virtualaccess .com> Message-ID: <5.2.1.1.2.20050131111059.01ece938@po14.mit.edu> At Monday 1/31/2005 10:36 AM, ravin.mathoora at virtualaccess.com wrote: >Hi, I have just installed RT and am having problems bringing up the web >page. I get a 500 Internal Server Error and I think that it has to do with >my RT_SiteConfig.pm but I am not sure what the problem is. Ravin, Check the Apache log and RT log first - that might give you more of an idea of what's wrong. Steve From tomisilori at yahoo.co.uk Mon Jan 31 11:38:06 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Mon, 31 Jan 2005 16:38:06 +0000 (GMT) Subject: [rt-users] NotifyGroup on custom field value change Message-ID: <20050131163806.51301.qmail@web26607.mail.ukl.yahoo.com> Please I'm running rt 3.2.2 on redhat linux 8.0 with mod_perl 1 on apache 1.3.3, perl 5.8.3 and mysql 4.1.9. Please i need to write a custom action code that send's email to a particular group if the custom field selected is "east". I was thinking I should be able to use ruslan's module but I don't know how to go about this. Please, any help would be greatly appreciated. if (($self->TransactionObj->Type eq "CustomField") and ($self->TransactionObj->NewValue eq "East")) { ****send email to groupA return(1); } else { return(undef); } --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Mon Jan 31 11:40:04 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Mon, 31 Jan 2005 16:40:04 +0000 (GMT) Subject: [rt-users] Can't find rt.log In-Reply-To: <41FD392F.2090206@acronis.com> Message-ID: <20050131164004.53734.qmail@web26603.mail.ukl.yahoo.com> Thanks ruslan....this worked. --------------------------------- ALL-NEW Yahoo! Messenger - all new features - even more fun! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomisilori at yahoo.co.uk Mon Jan 31 11:42:51 2005 From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori) Date: Mon, 31 Jan 2005 16:42:51 +0000 (GMT) Subject: [rt-users] RT/Action/NotifyGroup.pm In-Reply-To: <41FD399E.6090003@acronis.com> Message-ID: <20050131164251.38900.qmail@web26601.mail.ukl.yahoo.com> 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! -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmreis at cpqd.com.br Mon Jan 31 12:28:10 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 31 Jan 2005 15:28:10 -0200 Subject: [rt-users] Sending e-mail by Scrips: Unrecognisezed Error. Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F94@MAILSRV1.aquarius.cpqd.com.br> Hello All, I'm using the scrip's that there's in standard installation, but the most doesn't work.... It means, doesn't send e-mails. I already changed $NotifyActor in RT_Config.pm but nothing happens. Although, there's 2 scrip's that works... "On Create Autoreply To Requestors with template Autoreply" and "On Correspond Notify AdminCcs with template Admin Correspondence". I looked to rt.log, http.log but there is no error!! I don't know what I have to do... Someone could help me, please?! More Informations: RT 3.4.0RC6 + Apache 2.0.50 + Perl 5.8.5 + modperl2 + mysql 14.7 + DBI::SearchBuilder 1.22 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 brandon-l at wyops.com Mon Jan 31 13:12:26 2005 From: brandon-l at wyops.com (Brandon) Date: Mon, 31 Jan 2005 11:12:26 -0700 Subject: [rt-users] Creating a ticket externally Message-ID: <6.1.1.1.0.20050131110705.03852030@mail.wyops.com> Good Morning List, I have searched through the list archives trying to gather information on the project I'm working on, but the results have been rather inconclusive. What I'm trying to do is create a ticket externally to RT (eg, the software residing on another machine needs to create a ticket in RT on the machine running RT). 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. 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. Brandon From pku at autotradecenter.com Mon Jan 31 14:48:50 2005 From: pku at autotradecenter.com (Pei Ku) Date: Mon, 31 Jan 2005 11:48:50 -0800 Subject: [rt-users] Does RT start threshing if mysql has a problem. Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC810535@msmpk02.corp.autc.com> 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 From anner at blast.com Mon Jan 31 14:52:28 2005 From: anner at blast.com (Anne Ramey) Date: Mon, 31 Jan 2005 14:52:28 -0500 Subject: [rt-users] mod_perl and rt incompatible? Message-ID: <41FE8C7C.3010006@blast.com> rt is working fine, but I need to install a new tool that needs modperl. When I include my perl.conf file, I suddenly get lots of perl errors that appear to be associated with rt (and requiring utf-8). When I comment rt out of my apache conf file, all but one error goes away. Is there a known conflict between rt 3.0.11 and modperl? I know 5.8.3 is the recommended perl, but we don't have that working on our version of linux yet, so I'm trying to use perl 5.8.0--is that the problem? The perl errors occur in the apache error log upon starting apache. Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.0/Regexp/Common/delimited.pm line 51. Regexp::Common::delimited::__ANON__('Regexp::Common::Entry=HASH(0x8e03b64)','undef','undef') called at /usr/local/lib/perl5/site_perl/5.8.0/Regexp/Common.pm line 242 Regexp::Common::Entry::__ANON__('Regexp::Common::Entry=HASH(0x8e03b64)','undef','') called at /usr/local/lib/perl5/site_perl/5.8.0/Regexp/Common.pm line 188 Regexp::Common::pattern('name','ARRAY(0x8e00564)','create','CODE(0x8e03864)') called at /usr/local/lib/perl5/site_perl/5.8.0/Regexp/Common/delimited.pm line 55 require Regexp/Common/delimited.pm called at (eval 2181) line 1 eval 'require \'Regexp/Common/delimited.pm\' ;' called at /usr/local/lib/perl5/site_perl/5.8.0/Regexp/Common/delimited.pm line 0 Subroutine mkpath redefined at /usr/local/lib/perl5/5.8.0/File/Path.pm line 122. require File/Path.pm called at (eval 2192) line 1 eval 'require \'File/Path.pm\' ;' called at /usr/local/lib/perl5/5.8.0/File/Path.pm line 122 Subroutine rmtree redefined at /usr/local/lib/perl5/5.8.0/File/Path.pm line 157. require File/Path.pm called at (eval 2192) line 1 eval 'require \'File/Path.pm\' ;' called at /usr/local/lib/perl5/5.8.0/File/Path.pm line 157 Constant subroutine CGI::XHTML_DTD redefined at /usr/local/lib/perl5/5.8.0/constant.pm line 108. constant::import('constant','XHTML_DTD','ARRAY(0x91d7148)') called at /usr/local/lib/perl5/5.8.0/CGI.pm line 32 CGI::BEGIN() called at /usr/local/lib/perl5/5.8.0/CGI.pm line 33 eval {...} called at /usr/local/lib/perl5/5.8.0/CGI.pm line 33 require CGI.pm called at (eval 2235) line 1 eval 'require \'CGI.pm\' ;' called at /usr/local/lib/perl5/5.8.0/CGI.pm line 33 Subroutine fileparse_set_fstype redefined at /usr/local/lib/perl5/5.8.0/File/Basename.pm line 154. require File/Basename.pm called at (eval 2434) line 1 eval 'require \'File/Basename.pm\' ;' called at /usr/local/lib/perl5/5.8.0/File/Basename.pm line 154 Subroutine fileparse redefined at /usr/local/lib/perl5/5.8.0/File/Basename.pm line 168. require File/Basename.pm called at (eval 2434) line 1 eval 'require \'File/Basename.pm\' ;' called at /usr/local/lib/perl5/5.8.0/File/Basename.pm line 168 Subroutine basename redefined at /usr/local/lib/perl5/5.8.0/File/Basename.pm line 235. require File/Basename.pm called at (eval 2434) line 1 eval 'require \'File/Basename.pm\' ;' called at /usr/local/lib/perl5/5.8.0/File/Basename.pm line 235 Subroutine dirname redefined at /usr/local/lib/perl5/5.8.0/File/Basename.pm line 248. require File/Basename.pm called at (eval 2434) line 1 eval 'require \'File/Basename.pm\' ;' called at /usr/local/lib/perl5/5.8.0/File/Basename.pm line 248 Constant subroutine DEBUG redefined at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 5. require utf8_heavy.pl called at (eval 2440) line 1 eval 'require \'utf8_heavy.pl\' ;' called at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 5 Subroutine DESTROY redefined at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 7. require utf8_heavy.pl called at (eval 2440) line 1 eval 'require \'utf8_heavy.pl\' ;' called at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 7 Subroutine croak redefined at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 11. require utf8_heavy.pl called at (eval 2440) line 1 eval 'require \'utf8_heavy.pl\' ;' called at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 11 Subroutine SWASHNEW redefined at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 17. require utf8_heavy.pl called at (eval 2440) line 1 eval 'require \'utf8_heavy.pl\' ;' called at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 17 Subroutine SWASHGET redefined at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 221. require utf8_heavy.pl called at (eval 2440) line 1 eval 'require \'utf8_heavy.pl\' ;' called at /usr/local/lib/perl5/5.8.0/utf8_heavy.pl line 221 -- Anne From sh.hancock at gmail.com Mon Jan 31 16:09:54 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Mon, 31 Jan 2005 16:09:54 -0500 Subject: [rt-users] Creating a ticket externally In-Reply-To: <6.1.1.1.0.20050131110705.03852030@mail.wyops.com> References: <6.1.1.1.0.20050131110705.03852030@mail.wyops.com> Message-ID: <78c5b141050131130974bb35f5@mail.gmail.com> I think creating a ticket by email would work for you but I have yet to make this work on rt3.4.0rc6. There are good docs on this by Petter Reinholdsten in the RT-Wiki. The article is from the University of Oslo at: http://www.usit.uio.no/it/rt/modifications.html. It is also on the RT Wiki under contributions at the bottom of the page. This was working for me at one point until I upgraded to 3.4.0 and now it is broken and I have not been able to find the problem. It refuses to recognize the $currentuser. If you are using 3.2.2 I think it should work. On Mon, 31 Jan 2005 11:12:26 -0700, Brandon wrote: > Good Morning List, > > I have searched through the list archives trying to gather information on > the project I'm working on, but the results have been rather inconclusive. > > What I'm trying to do is create a ticket externally to RT (eg, the software > residing on another machine needs to create a ticket in RT on the machine > running RT). > > 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. > > 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. > > Brandon > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, 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 rodney.caston at match.com Mon Jan 31 16:10:55 2005 From: rodney.caston at match.com (Rodney Caston) Date: Mon, 31 Jan 2005 15:10:55 -0600 Subject: [rt-users] Query Builder - searching replies and comments? Message-ID: <573F1E2597A7974E924A5F814CAC166D10BFCB84@da0shme010.match.corp> Is there a way to build queries that will search for text in the replies / comments of the tickets? One of our users has asked if this possible so I thought I would ask the ML. From rodney.caston at match.com Mon Jan 31 16:14:16 2005 From: rodney.caston at match.com (Rodney Caston) Date: Mon, 31 Jan 2005 15:14:16 -0600 Subject: [rt-users] RT becoming unstable / unable to add attachments (Resolution Found) Message-ID: <573F1E2597A7974E924A5F814CAC166D10BFCB85@da0shme010.match.corp> Just to follow up on this issue for the ML: Switching from mod_perl to FASTCGI resolved the issue, so I would suggest that approach to resolving this if anyone else has these same problems. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rodney Caston Sent: Friday, January 28, 2005 11:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT becoming unstable / unable to add attachments(requires apache restart to fix?) We're having a strange problem where by a ticket(s) will accept image attachments fine for awhile, then suddenly, any attachments made to it no longer get stored corrected, a red X / box is displayed (broken link) and even trying to save the attachment off results in a corrupted file. The only way to fix this issue is to restart Apache, after doing so - the tickets accept attachments normally again. However, any attachments made before the start are obviously still corrupted data. Has anyone else had this issue of Apache needing to be restarted in order to allow attachments to process correctly again? Rodney Caston Match.com ##### The Details #### Linux da0mirt001 2.4.21-4.ELsmp #1 SMP # uname -a 3.2.2 # cat /opt/rt3/lib/RT.pm | grep VERSION 5.8.6 # perl -v 5.008 # echo "<% $] %>" >/opt/rt3/local/html/test.html 1.19 # perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION;' 2.0.46 # httpd -v NO OUTPUT # cat error_log | grep mod_perl | grep notice | tail -n 1 3.23.58 # mysql -V ### begin httpd.conf #### ServerName rt.match.corp DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason use Apache::DB (); Apache::DB->init; > PerlModule Apache::DProf # Change it to Apache2 if use mod_perl 2 PerlModule Apache2 PerlModule Apache::Status PerlSetEnv DBI_PROFILE DBI::ProfileDumper::Apache PerlModule Apache::DBI AddDefaultCharset UTF-8 PerlRequire /usr/local/rt3/bin/webmux.pl Options None SetHandler perl-script PerlHandler RT::Mason PerlFixupHandler Apache::SmallProf SetHandler default-handler SetHandler perl-script PerlHandler Apache::Status PerlSetVar StatusOptionsAll On PerlSetVar StatusTerse On PerlSetVar StatusTerseSize On PerlSetVar StatusTerseSizeMainSummary On PerlSetVar StatusLexInfo On ### end httpd conf ### _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Administrator and Developer training is coming to your town soon! (Boston, 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 mikep at uclink.berkeley.edu Mon Jan 31 17:20:46 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Mon, 31 Jan 2005 14:20:46 -0800 Subject: [rt-users] Add someone as an adminCc On Queue change, but only if it is a specific queue In-Reply-To: <097013530AD6F24F8D21F7CABCB26A252D7F94@MAILSRV1.aquarius.cpqd.com.br> References: <097013530AD6F24F8D21F7CABCB26A252D7F94@MAILSRV1.aquarius.cpqd.com.br> Message-ID: <41FEAF3E.1010607@uclink.berkeley.edu> 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. This is how I'm doing my scrip for our "Systems". ------------------------ 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 $queue = $self->TicketObj->Queue; my $user = RT::User->new($RT::SystemUser); if ($queue == 10) { $user->LoadByEmail('myuser at myuniversity.edu'); $admincclist->AddMember($user->Id); } --------------------------------- Thanks, Mike From timothy at hgemarine.com Mon Jan 31 17:22:09 2005 From: timothy at hgemarine.com (Timothy Lai) Date: Mon, 31 Jan 2005 14:22:09 -0800 Subject: [rt-users] Change Subject Message-ID: <41FEAF91.3030904@hgemarine.com> Hi, I am new to RT. RT 3.2.2 is installed. I replaced all the $rtname fields to my domain in the RT_Config.pm but still get the following :- [example.com #17] AutoReply: TEST Can anyone give a tip? Thanks. Timothy From mikep at uclink.berkeley.edu Mon Jan 31 17:47:37 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Mon, 31 Jan 2005 14:47:37 -0800 Subject: [rt-users] Change Subject In-Reply-To: <41FEAF91.3030904@hgemarine.com> References: <41FEAF91.3030904@hgemarine.com> Message-ID: <41FEB589.1000303@uclink.berkeley.edu> You should make customizations to RT_SiteConfig.pm and it should only contains lines that have values set differently then the default RT_Config.pm But you're probably not seeing this change is because you need to stop and start apache for the RT config file changes to take effect. Timothy Lai wrote: > Hi, > > I am new to RT. RT 3.2.2 is installed. I replaced all the $rtname > fields to my domain in the RT_Config.pm but still get the following :- > > [example.com #17] AutoReply: TEST > > Can anyone give a tip? > > Thanks. > > Timothy From rickm at 3d3.com Mon Jan 31 20:23:08 2005 From: rickm at 3d3.com (Rick Measham) Date: Tue, 01 Feb 2005 12:23:08 +1100 Subject: [rt-users] RTFM: With Attachments Message-ID: <1107220988.13847.8.camel@rickm.local> 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? -------------- 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 matthew.watson at staff.netspace.net.au Mon Jan 31 20:23:19 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Tue, 1 Feb 2005 12:23:19 +1100 Subject: [rt-users] Query Builder - searching replies and comments? Message-ID: <56F211C5E3F24F47B103EA1B253822BE461026@vic-cr-ex1.staff.netspace.net.au> Assuming you are using a fairly recent version on RT, then select "Content" from the pull down which initially has "Subject" in it, and type the text you are looking for into the textbox. I imagine this would be quite slow if you have lots of tickets though. Regards. Matt. > Is there a way to build queries that will search for text in the replies > / comments of the tickets? > > One of our users has asked if this possible so I thought I would ask the > ML. > This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. From m3freak at rogers.com Mon Jan 31 21:32:32 2005 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Mon, 31 Jan 2005 21:32:32 -0500 Subject: [rt-users] RT 3.2.2, FastCGI, FC3 In-Reply-To: <1107181309.4739.4.camel@localhost.localdomain> References: <1107130322.4988.23.camel@localhost.localdomain> <1107181309.4739.4.camel@localhost.localdomain> Message-ID: <1107225152.4739.70.camel@localhost.localdomain> Replying to myself again: I gave up with FastCGI. If it works with selinux, I couldn't figure it out. I even posted to the fedora-selinux mailing list and received help from Colin Walters, but it didn't get me any farther. I ended up installing modperl2 support for RT, and everything is running fine. There was one small hiccup with a shared library not being loaded, but I resolved that by running "restorecon" on it: [error] Can't load '/usr/lib/perl5/5.8.5/i386-linux-thread- multi/auto/MIME/Base64/Base64.so' Here's what I did to fix the above error: [root at mothership bin]# ls -Z /usr/lib/perl5/5.8.5/i386-linux-thread- multi/auto/MIME/Base64/Base64.so -r-xr-xr-x root root root:object_r:lib_t /usr/lib/perl5/5.8.5/i386-linux-thread- multi/auto/MIME/Base64/Base64.so [root at mothership bin]# restorecon /usr/lib/perl5/5.8.5/i386-linux- thread-multi/auto/MIME/Base64/Base64.so [root at mothership bin]# ls -Z /usr/lib/perl5/5.8.5/i386-linux-thread- multi/auto/MIME/Base64/Base64.so -r-xr-xr-x root root system_u:object_r:shlib_t /usr/lib/perl5/5.8.5/i386-linux-thread- multi/auto/MIME/Base64/Base64.so HTH helps someone in the future... Regards, Ranbir -- Kanwar Ranbir Sandhu Linux Consultant Systems Aligned Inc. www.systemsaligned.com From benji.wakely at gmail.com Mon Jan 31 22:53:46 2005 From: benji.wakely at gmail.com (Benji Wakely) Date: Tue, 1 Feb 2005 14:53:46 +1100 Subject: [rt-users] mysql user 'rt_user'@'localhost' privileges at appropriate level? Message-ID: <693b146050131195345f03793@mail.gmail.com> Hi all. I had to recreate the user rt_user at localhost in mysql. Originally I couldn't get access to the web interface at all ("internal server error"), I ended up recreating the rt_user at localhost account in mysql, and granted all privs on the 'rt3' database. This led to the web interface spitting back debugging messages ( example from error.log: DBD::mysql::st execute failed: select command denied to user: 'rt_user at localhost' for table 'Users' at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 410. RT::Handle=HASH(0x8c63c10) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 417. ) ...I ended up doing GRANT ALL PRIVILEGES ON *.* to 'rt_user'@'localhost'; which definitely seems to have fixed things.... :/ What privs are necessary for this user? 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? Thanks in advance, --Benji Wakely